CHEPTER – 1

1.1 INTRODUCTION
ICICI Bank is a private sector bank engaged in retail banking, insurance etc. ICICI Bank,
Naya Palli Branch is a newly founded branch. Universal banking refers to the banking,which
provides all the financial products and services to its customers.
Corporate Social Responsibility (CSR) has been a long-standing commitment at ICICIBank
and forms an integral part of our activities. The Bank’s contribution to socialsector
development includes several pioneering interventions, and is implementedthrough the
involvement of stakeholders within the Bank and the broader community.The Bank
established the ICICI Foundation for Inclusive Growth (ICICI Foundation)in 2008 with a
view to significantly expand the activities in the area of CSR. Over thelast few years ICICI
Foundation has developed significant projects in specific areas,and has built capabilities for
direct project implementation as opposed to extendingfinancial support to other
organizations.
The objective of the Bank is to pro-actively support meaningful socio-economicdevelopment
in India and enable a larger number of people to participate in and benefit from India’s
economic progress. This is based on the belief that growth anddevelopment are effective only
when they result in wider access to opportunities and benefit a broader section of society. The
aim is to identify critical areas of development that require investments and intervention, and
which can help to realizeIndia’s potential for growth and prosperity.
The Corporate Social Responsibility Policy (CSR Policy) of the Bank sets out theframework
guiding the Banks’ activities. The Policy also sets out the rules that needto be adhered to
while taking up and implementing CSR activities.

1.2 HISTORY BACKGROUND

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financialinstitution,
and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was reduced to
46% through a public offering of shares in India in fiscal 1998, anequity offering in the form
of ADRs listed on the NYSE in fiscal 2000, ICICI Bank'sacquisition of Bank of Madura
Limited in an all-stock amalgamation in fiscal 2001,and secondary market sales by ICICI to
institutional investors in fiscal 2001 and fiscal2002. ICICI was formed in 1955 at the
initiative of the World Bank, the Governmentof India and representatives of Indian industry.
The principal objective was to create adevelopment financial institution for providing
medium-term and long-term projectfinancing to Indian businesses.
In the 1990s, ICICI transformed its business from a development financial institutionoffering
only project finance to a diversified financial services group offering a widevariety of
products and services, both directly and through a number of subsidiariesand affiliates like
ICICI Bank. In 1999, ICICI become the first Indian company andthe first bank or financial
institution from non-Japan Asia to be listed on the NYSE.
Bank shareholders through a large capital base and scale of operations, seamlessaccess to
ICICI's strong corporate relationships built up over five decades, entry intonew business
segments, higher market share in various business segments, particularly fee-based services,
and access to the vast talent pool of ICICI and itssubsidiaries.After consideration of various
corporate structuring alternatives in the context of theemerging competitive scenario in the
Indian banking industry, and the move towardsuniversal banking, the managements of ICICI
and ICICI Bank formed the view thatthe merger of ICICI with ICICI Bank would be the
optimal strategic alternative for both entities, and would create the optimal legal structure for
the ICICI group'suniversal banking strategy. The merger would enhance value for ICICI
shareholdersthrough the merged entity's access to low-cost deposits, greater opportunities for
earning fee-based income and the ability to participate in the payments system and provide
transaction-banking services. The merger would enhance value for ICICI
In October 2001, the Boards of Directors of ICICI and ICICI Bank approved themerger of
ICICI and two of its wholly-owned retail finance subsidiaries, ICICIPersonal Financial
Services Limited and ICICI Capital Services Limited, with ICICIBank. The merger was
approved by shareholders of ICICI and ICICI Bank in January2002, by the High Court of
Gujarat at Ahmadabad in March 2002, and by the HighCourt of Judicature at Mumbai and the
Reserve Bank of India in April 2002.Consequent to the merger, the ICICI group's financing
and banking operations, bothwholesale and retail, have been integrated in a single entity.
ICICI Bank has formulated a Code of Business Conduct and Ethics for its directorsand
employees.

1.3INTRODUCTION OF ICICI BANK

OVER VIEW ON BANKING INDUSTRY
The Indian Banking history can be broadly categorized into nationalized private banksand
specialized banking institutions. The Reserve Bank of India acts as a centralizedmonitoring
system. Since the nationalization of banks in 1969, the nationalized bankshave acquired a
place of prominence and has since, then seen tremendous progress. Theneed to become
highly customer focused has forced the slow moving public sector banksto adopt a fast track
approach. The liberalized policy of Government of India permittedentry to private sector
banks in the banking industry. The major differentiating parameterthat distinguishes these
banks is the level of service that is offered to the customer. The popularity of these banks can
be gauged by the fact that in a short span of time, these banks have gained considerable
customer confidence and consequently have shownimpressive growth rates. With efficiency
being the major focus, these banks haveleveraged on their strength and competencies viz.
management, operation efficiency andflexibility, superior product positioning a higher
employee productivity skill.
The private banks with their focused business and services portfolio have a reputation of
being niche player in the industry. A well chalked out integrated strategy has allowedthese
banks to operate 70% of their business to urban areas, this statutory requirement hastranslated
into lower deposit mobilization costs and higher margins to public sector banks. Banks are
increasingly finding that most viable way of differentiating themselveswill be to successfully
manage customer relationship and enhance the overall customerexperience. In future the
market space will see banks and non-banks striving to seekopportunities to profit, in the wake
of product customization.
1.3 UNIVERSAL BANKING

Ever since the financial sector reforms were introduced in early

90’s the banking sector
saw the emergence of new generation private sector banks. These banks gained at most
popularity as they have technology edge and better business models when compared to
public sector banks and the most important thing is they are able to attract more
volumessimply because they meet their customer’s requirements under one roof. If the
newer players can do that then why can’t the bigger players like the Financial
Institutions (FIs)

try their hands on it? Here comes the concept of universal banking, its emergence,
meritsand related issues. The present paper focuses on understanding the concept of
universal banking in India and attempts to explain the regulatory role, regulatory
requirements, keyduration and maturity distinction and lastly the optimal transition path.

Universal Banking, means the financial entities – the commercial banks,

FinancialInstitutions, NBFCs, - undertake multiple financial activities under one roof,
therebycreating a financial supermarket. The entities focus on leveraging their large
branchnetwork and offer wide range of services under single brand name.

Universal Banking generally takes three forms:

 In-house Universal banking. E.g. Germany, Switzerland.

 Through separately capitalized subsidiaries. E.g. England, Japan .

 Operations carried through a holding company. E.g. USA, Japan.

In general, Universal Bank is a name given to banks engaged in diverse kind of banking
business which includes not only services related to savings and loans but alsoinvestments,
offering wide range of financial services, beyond commercial banking andinvestment
banking, insurance etc. If specialized banking is the one end universal banking is the other.
This is most common in European countries and this concept iswidely popular in countries
like USA but is about to take-off officially in India, as thedefinition of Universal Banking is
yet to be established clearly and conclusively. Anarrow view of Universal banking could be
activities pertaining to lending plusinvestments in bonds and debentures. A broader view
could include a basket of all thefinancial activities including insurance.
The characteristics of Universal Banking heavily depend of two most important
factors,namely:
 The specific country’s diversification rules and regulations.

 The strengths of individual banks in enlarging the scope of the activities in the
varioussegments of financial services industry.
RETAIL BANKING
Retail Banking Group has emerged as the fastest growing segment within ICICI BankLtd.
Within RBG, retail channel and liability group mobilize the much-needed resourcesat highly
competitive rates through deposits and bonds and retail assets and productsgroup deploys the
available resources through various channels like Home Loans,Personnel Loans, Consumer
Durable Loans, Commercial Vehicles Loan etc. in the retail assets. Across the world retail
banking has been the high volume-low value business proposition. Enormous amount of
resources are required to acquire and service customerin terms of infrastructure and
operation. Given the current stage of evolution of the Indianmarket, we have adopted an
organization model that continuous to focus on product andon achieving attention and
dedicated services, and at the same facilitate the widening anddeepening of customer
relationships. Small enterprises and emerging corporate segmenthas strong synergies with the
retail business in terms of customer profile and servicing isdone through technology platform
and retail branches.

1.4 TERMS RELATED TO BANKING

GENERAL
A depository is like a bank where securities are held in electronic form. In India, there aretwo
depositories- National Securities Depositories Limited (NSDL) and CentralDepository
Services (CDSL).Under the depository Act, depositors can avail to theservices of the
Depositories through Depository Participant (DP) such as ICICI Bank.DP's are like bank
branches wherein shares in physical form need to be deposited forconverting to electronic
(Demat) form.

DEMATERIALIZATION OF SECURITIES ( DEMART )

Dematerialization is the process of converting the securities held in physical
form(certificates) to an equivalent number of securities in electronic form and crediting
thesame to the investor's Demat account. Dematerialized securities do not have anycertificate
numbers and are detail only in quantity i.e. the securities are fungible.Dematerialization of
one's holdings is not mandatory. One can hold ones securities eitherin Demat form or in
physical form. One can also keep part of one's holdings in Dematform and part in physical
form. However, a selected list of securities announced by SEBIcan be delivered only in
Demat form in the stock exchanges connected to NSDL.

SALE / DELIVERY OF SECURITIES

All purchases/receipt of securities in one's account is affected as per `Standing Instructionfor
Credit given to ICICI Bank to receive credits automatically in the account. If thecustomers
have not given standing instruction for receiving credits, one is required togive a specific
receipt instruction for each credit in the prescribed form. The date of creditdepends on ones
brokers' instruction and ICICI bank has no control on the same.
DEMATERIALIZATION
It is the process of converting the securities held in electronic form in a Demat account toan
equivalent number of securities in physical form (certificates) after debiting the samefrom the
Demat account.

PLEDGE
Securities held in Demat form can be pledged by the client to avail loan/credit facility.Pledge
of securities in NSDL requires that both the borrower and lender should have aDemat account
with any of the DP's with NSDL. The facility for Inter Depository pledgeis not available.

FREEZING / DEFREEZING
The client has an option to freeze his accounts in case he does not intend to do anytransaction
in the near future. This helps in curbing unauthorized use of Demat accountand prevention of
frauds. Defreezing of the account is required to enable the accountagain for transaction. The
request for freezing and defreezing must be submitted in personal prescribed form.

CORPORATE BENEFIT-DIVIDEND , BONUS OR RIGHT ISSUE

In case the company in which a beneficial owner holds shares in Demat form
announcesany corporate benefits like bonus, dividend etc. the beneficial owner
will receive thesame directly in his Demat account or bank account depending
on the nature of the benefit. For payment of dividend etc. the company/registrar
takes a list of beneficialowners from NSDL as on the record date/book closure
date. Based on this list, companymakes payment of dividend. If the company is
making payment through ECS, thecompany will directly credit the dividend to
the bank account registered by the beneficialowner. If the company is making
payment through cheque/DD, the bank details will be printed on dividend
warrant. In case of a bonus declaration by the company, the bonussecurities on
the eligible securities in the beneficial owner's Demat account by
thecompany/registrar under intimation to the beneficial owner. This will be
reflected in thetransaction statement for the period. In case of rights issue, the
beneficial owner willreceive an option to subscribe for the eligible number of
securities from the company.These may be in physical or electronic form in the
customers Demat account. In case of amerger or acquisition, securities in the
beneficial owner's Demat account is automaticallycredited and debited by the
company as per pre-declared ratio under intimation to the beneficial owner. This
will be reflected in the transaction statement for the period.
PUBLIC ISUE
When subscribing for shares in a public issue, one can request for securities, if allotted to be
credited directly to ones Demat account and quote ones Demat account for the purposein the
application form. After allotment, the securities will be credited directly to onesDemat
account under intimation to one from the company/registrar.
NOMINATION
The customer can make a nomination of his account in favor of any person by filing upthe
nomination details in the account opening form. This is to enable the nominee toreceive the
securities after the death of all the holder(s) of the Demat account.

TRANSMISSION
It refers to transfer of securities from an account to the other as a result of the death of
thesole/ any of the holders of the former account. Here the transfer may be done to:Surviving
Holders Nominee where nomination has been made Legal heir wherenomination has not been
made Common Requirements and effect.

DEMART ACCOUNT STATEMENT

If there is transaction in previous 30 days, the customer is sent transaction statement. Ifthere
is no transaction in previous 30 days but more than 90 days have passed, a quarterlystatement
is sent if there are some holdings in the customer's account. Customers whohave opted for
statement thru email" will get a digital signature obtained from aCertifying Authority under
the Information Technology Act, 2000, which willauthenticate the email.

REGISTRATION FOR INTERNET / ACCESS & E-INSTRUCTIONS

To increase convenience to the customers while reducing work load at ones end inhandling
queries, there is a facility for the customer to directly access his Demat Account24 hours a
day, 365 days a year through internet and phone. It is not mandatory to hold a banking
account to be able to register for such access.

MOBILE BANKING
With mobile banking one has an option to remain updated while one is on the move,without
even calling or logging on to internet.

BILLING & PAYMENTS

The bills are generated in the beginning of each month for the previous month. The duedate is
mentioned in the bill. However, it is not viable to send bills with amount less thana certain
cut-off amount. I.e. Rs.50. Customers will receive bills in the next quarter orwhenever the bill
amount exceeds the cut-off amount.

CHANGE OF ADDRESS & BANK DETAILS

One can request for the following through a common form:-
Change of Address- The client should personally visit the branch. In case of a corporate,at
least one of the authorized signatories should sign the request in presence of the
branchofficer.
Change of Bank Details for Receiving Dividend- The bank account details attached witheach
Demat account are used to make dividend/interest payments. As per a recent SEBIcircular, it
is mandatory for registrar companies to make dividend/interest payments byECS wherever
bank details for the investors are available.
CHANGE OF RATE CARD
One can shift from the standard scheme to the frequent traders scheme or vice-versa.
Theapplication should be made in a prescribed form at ICICI bank. In case of shift
fromstandard scheme to frequent trader scheme, the customer can specify the date from
whichthe shift should take place and the application should contain a mandate for recover
ofRs. 900. In case of shift from frequent trader scheme to standard scheme, the scheme
isalways effective from the date when the change in the billing scheme is been done.

ACCOUNT SECURITY
Emphasis needs to be given on the fact that the securities that one have in ones Demataccount
are similar to the money that one holds in bank account. One needs to take all precautions for
ones Demat transaction as one exercise for bank account. The TFD booklet should be kept
safely just like a cheque book. The details should not be shared ofone's Demat account
number and signature with anyone. It should be accepted only if ithas pre-printed serial
number as well as one's Demat account number pre-stamped oneach slip. It should not be
signed unless completely filled. If possible one should makeuse of web facility to check ones
Transactions as frequently as possible. "Account freeze"instruction should be given to ICICI
bank if one does not intend to operate ones accountfor a long time.

1.5 THEORETICALBACKGROUND OF THE STUDY

The banking industry in India has undergone a sea of change ever
since the economicform process was initiated. There is no doubt that
the banking industry continues to playa cardinal role in spread
heading the economic activity of the country. From an industryalmost
monopolized by the nationalized bank till the 90's it has now emerged
as aconglomerate of nationalized, private and foreign banks setting
new trends in the way banking is carried out. The deregulation in the
interest rates, grant of functionalautonomy to the banks in the area of
credit, entry of foreign banks and emergence of new private banks has
made the banking environment. The whole Indian banking
industryscenario is changing while the chunk of other total share in
bank credit continues to bedominated by public sector banks, the
increase boost given to foreign and private participation is expected to
make banking more challenging. Lately, Indian banks arediverting
from their bread and butter business of lending and accepting
deposits, and areresorting to other related activities. Any private or
foreign banks is found to have spreadits wings across a variety of
business starting from housing finance, credit finance, creditcards,
investment banking, internet banking etc. with a lot of thrust on retail
andconsumer loans to lending to small and medium enterprises an
agriculture. To sustain themarket share and maintain the profitability,
banks including the nationalized ones aretrying to incorporate product
diversity and with more focus on customer needs. Most ofthe private
banks are moving towards the `Universal Banking'. Universal
Banking meansthe banking in which the banks have all the financial
products and services for itscustomers. Now there is a need to observe
how these private banks are going to apply theconcept for customer
satisfaction and for the growth of business in emerging area offinance.
The information collected was compared with ideal one to find out
majordrawbacks and best practices too.
1.6 COMPANY PROFILE
A BRIEF INTRODUCTION OF ICICI BANK LIMITED
ICICI Bank is India's second-largest bank. The Bank has a network of about 573 branches
and extension counters and over 2,000 ATMs. ICICI Bank was originally promoted in 1994
by ICICI Limited, an Indian financial institution, and was its wholly-owned subsidiary.
ICICI was formed in 1955 at the initiative of the World Bank, the Government of Indiaand
representatives of Indian industry. The objective was to create a developmentfinancial
institution for providing medium-term and long-term project financing to Indian businesses.
In the 1990s, ICICI transformed its business from a development financialinstitution offering
only project finance to a diversified financial services group offering awide variety of
products and services, both directly and through a number of subsidiariesand affiliates like
ICICI Bank. In 1999, ICICI become the first Indian company and thefirst bank or financial
institution from non-Japan Asia to be listed on the NYSE. In 2001,ICICI bank acquired Bank
of Madura1 Limited. ICICI Bank set up its international banking group in fiscal 2002 to cater
to the cross border needs of clients and leverage onits domestic banking strengths to offer
products internationally. ICICI Bank currently hassubsidiaries in the United Kingdom,
Canada and Russia, branches in Singapore andBahrain and representative offices in the
United States, China, United Arab Emirates,Bangladesh and South Africa. In 2003, the first
Integrated Currency Management Centrelaunched in Pune. ICICI Bank announced the setting
up of its first ever offshore branch inSingapore. The first offshore banking unit (OBU) at
Seepz Special Economic Zone,Mumbai, launched. ICICI Bank's UK subsidiary launched.
India's first ever "Visa MiniCredit Card", a 43% smaller credit card in dimensions launched.
ICICI Bank subsidiaryset up in Canada. Temasek Holdings acquired 5.2% stake in ICICI
Bank. ICICI Bank became the market leader in retail credit in India. In 2004, Max Money, a
home loan product that offers the dual benefit of higher eligibility and affordability to a
customer,introduced. Mobile banking service in India launched in association with
RelianceInfocomm. India's first multi-branded credit card with HPCL and Airtel launched.
KisaanLoan Card and innovative, low-cost ATMs in rural India launched. ICICI Bank
andCNBC TV 18 announced India's first ever awards recognizing the achievements ofSMEs,
a pioneering initiative to encourage the contribution of Small and MediumEnterprises to the
growth of Indian economy. In 2005, ICICI Bank opened its 500th branch in India. ICICI
Bank introduced partnership model wherein ICICI Bank wouldforge an alliance with existing
micro finance institutions (MFIs). The MFI wouldundertake the promotional role of
identifying, training and promoting the micro-financeclients and ICICI Bank would finance
the clients directly on the recommendation of the MFI. ICICI Bank introduced 8-8 banking
wherein all the branches of the Bank wouldremain open from 8a.m. to 8 p.m. from Monday
to Saturday. ICICI Bank introduced theconcept of floating rate for home loans in India. First
rural branch and ATM launched inUttar Pradesh at Delpandarwa, Hardoi. "Free for Life"
credit cards launched whereinannual fees of all ICICI Bank Credit Cards were waived off.
ICICI Bank and Visa jointlylaunched mChq  a revolutionary credit card on the mobile
phone. Private BankingMasters 2005, a nationwide Golf tournament for high net worth
clients of the private banking division launched. This event is the largest domestic invitation
amateur golfevent conducted in India. ICICI is the first Indian company to make a
simultaneousequity offering of $1.8 billion in India, the United States and Japan. It
acquiredIvestitsionnoKreditny Bank of Russia. ICICI Bank became the largest bank in India
interms of its market capitalization. In 2006; ICICI Bank became the first private entity
inIndia to offer a discount to retail investors for its follow-up offer. ICICI Bank became
thefirst Indian bank to issue hybrid Tier-1 perpetual debt in the international markets.
ICICIBank subsidiary set up in Russia. In 2007, it introduced a new product - 'NRI smart
saveDeposits'  a unique fixed deposit scheme for non resident Indians. Representative
officesopened in Thailand, Indonesia and Malaysia. ICICI Bank became the largest retail
playerin the market to introduce a biometric enabled smart card that allows
bankingtransactions to be conducted on the field. A low-cost solution, this became an
effectivedelivery option for ICICI Bank's micro finance institution partners. Financial
counselingcentre Disha launched. Disha provides free credit counseling, financial planning
and debtmanagement services. Bhoomi puja conducted for a regional hub in Hyderabad,
AndhraPradesh. ICICI Bank's USD 2 billion 3-tranche international bond offering was
thelargest bond offering by an Indian bank. Sangli Bank amalgamated with ICICI Bank.ICICI
Bank raised Rs 20,000 crore (approx $5 billion) from both domestic andinternational markets
through a follow-on public offer. ICICI Bank's GBP 350 millioninternational bond offering
marked the inaugural deal in the sterling market from anIndian issuer and also the largest deal
in the sterling market from Asia. Launched India'sfirst ever jewellery card in association with
jewelry major Gitanjali Group. It became thefirst bank in India to launch a premium credit
card -- The Visa Signature Credit Card.Foundation stone laid for a regional hub in
Gandhinagar, Gujarat. Introduced SMEToolkit, an online resource centre, to help small and
medium enterprises start, financeand grow their business. ICICI Bank signed a multi-tranche
dual currency US$ 1.5 billionsyndication loan agreement in Singapore. ICICI Bank became
the first private bank inIndia to offer both floating and fixed rate on car loans, commercial
vehicles loans,construction equipment loans and professional equipment loans. ICICI Bank
entersGermany, opens its first branch in Frankfurt. ICICI Bank launched iMobile, a
breakthrough innovation in banking where practically all internet banking transactionscan
now be simply done on mobile phones.
CHEPTER – 2
2.1 OBJECTIVE OF THE STUDY
The overall objective of the study was to examine challenges facing mobile banking
servicesin reaching customers in INDIA.
Specifically, the study aimed at:

1. To examine, if banks customers are aware of the services offered by banks onmobile
banking.
2. To find-out whether the security & privacy issues of mobile banking is becoming a
barrier in extending their services to many customers.

3. To determine whether the customers are using mobile banking services in their day-
to-day chores.

4. To analyze the future prospects of the m-banking services of the Indian

BankingIndustry.

5. To study the challenges faced by Indian banks in adoption of technology and

makerecommendations to tackle these challenges.

6. To propose suggestion to improve the Mobile Banking Services based on findings.

2.2 SCOPE OF STUDY

Based on the literature, the following mobile banking prospects and challenges were
discussedwith existing bank customers:
 Mobile compatibility.

 Mindset about the mobile banking acceptance

 Availability of facilities

 Security & Privacy issues

 Willingness to adopt mobile banking service in future

 Future trends of mobile banking services

 Standardization

 Challenges facing mobile banking

 Telecom service quality

2.3 HYPOTHESIS
With an objective to know about the prospect and issues of mobile banking in india ,
reviews of literature have been done .

However , the related published literature on the area of study is quite meagre.

Hence , the following hypothesis are framed :

HYPOTHESIS 1 :

NULL HYPOTHESIS (H0): Customer awareness and illiteracy is not a

significant issue in mobile banking .

ALTERNATIVE HYPOTHESIS (H1): Sustomer awareness and illiteracy is

a significant issue in mobile banking .

HYPOTHESIS 2 :

NULL HYPOTHESIS (0): Security and privacy is not asignificant issue in

extending mobile banking services .

ALTERNATIVE HYPOTHESIS (H1): Security and privacy is asignificant

issue in extending mobile banking services .

HYPOTHESIS 3 :

NULL HYPOTHESIS (H0) : Banking customers are not using mobile banking
in their routine life .

ALTERNATIVE HYPOTHESIS (H1) : Banking customers are using mobile

banking in their routine life .

HYPOTHESIS 4 :

NULL HYPOTHESIS (H0) : There is negative prospect for mobile banking in india.

ALTERNATIVE HYPOTESIS (H1) : There is positive prospect for mobile

banking in india .
2.4 RESEARCH METHODOLOGY

METHODOLOGY :

Methodology is system of broad principle or rule from which specific methods or

proceduresmaybe derived to interpret or solve different problems within the scope of
particular discipline. Methodology is not a formula but a set of practices.

The study was conducted to identify the issues and prospects of mobile banking in
India.
Necessary data was collected from different ages of people and analyzed in terms of
theobjectives of the study.

There are several ways to collect this basic information. The data for this study was
collected by the survey method. Survey is a research technique in which information
is gathered from asample of people by use of a questionnaire or interview. It is a
method of data collection based on communication with a representative sample of
individuals. The researcher developed a questionnaire and circulated into among her
friends & family to provide detailsabout their mobile banking services usage,
knowledge & issues faced. The survey wasdesigned in a manner to gain a better
understanding of the perspective of customers at bothfinancial and personal level.
This research is based on present study and the findings aresupported by the responses
and insights from the sample surveyed.

TYPES OF RESPONDENTS :

This research includes all types of people mostly selected different age, sex and
occupation people.

RESEARCH DESIGN :

Mobile banking is a new technology for people in India. Bank customers normally
usetraditional banking system as they trust this system and they are used to it. People
are afraidof using mobile banking because they cannot feel it trust worthy.