NO: Page No

CONTENTS
NO: CHAPTER PAGE NO:
EXECUTIVE SUMMARY 6
1 INTRODUCTION 7-18
2 COMPANY PROFILE 19- 32
3 REVIEW OF LITERATURE 33 – 41
4 OBJECTIVE, SCOPE, RESEARCH 42-43

METHODOLY, DATA COLLECTION
METHOD
5 DATA ANALYSIS AND INTERPRETATION 44 – 66
6 FINDINGS 67
7 SUGGESTIONS 68
8 CONCLUSION 69
BIBLIOGRAPHY 70 – 72
APPENDIX 74 - 77
LIST OF TABLES
TABLE TITLE PAGE

NO: NO:
1 Table showing gender of the respondents 44
2 Table showing age group of the respondents 45
3 Table showing the occupation of the respondents 46
4 Table showing kind of account do you maintain in the bank 47
5 Table showing awareness on digital products 48
6 Table showing of how respondents know about digital payments 49
7 Table showing respondents using mobile app of bank 50
8 Table showing respondents generally receive the money for regular 51
expenses
9 Table showing payments done in the last month 52
10 Table showing Purpose of digital transaction done 53
11 Table showing preferred mode of digital payment done 54
12 Table showing reason for using mode of digital payment 55
13 Table showing hindrance faced while doing digital payment 56
14 Table showing how often pin change of debit/ credit card/ mobile 57
banking
15 Table showing opinion about using PIN/OTP for small value transaction 58
16 Table showing main disadvantage of visiting a bank branch 59

17 Table showing how respondents feel unsecured using banking app 60
18 Table showing how frequently respondents use e-banking services 61
19 Table showing respondents feeling any security problem in mobile 62
banking
20 Table showing reason for choosing online banking services 63
21 Table showing does the Covid- 19 has improve the use of digitalization 64
in bank
22 Table showing overall analysis of e- payment system. 65
23 Table showing overall service quality under digitalization of your bank 66
1
LIST OF FIGURES
TABLE TITLE PAGE

NO: NO:
1 Figure showing gender of the respondents 44

2 Figure showing age group of the respondents 45
3 Figure showing the occupation of the respondents 46
4 Figure showing kind of account do you maintain in the bank 47
5 Figure showing awareness on digital products 48
6 Figure showing of how respondents know about digital payments 49
7 Figure showing respondents using mobile app of bank 50
8 Figure showing respondents generally receive the money for regular 51
expenses
9 Figure showing payments done in the last month 52
10 Figure showing Purpose of digital transaction done 53
11 Figure showing preferred mode of digital payment done 54
12 Figure showing reason for using mode of digital payment 55
13 Figure showing hindrance faced while doing digital payment 56
14 Figure showing how often pin change of debit/ credit card/ mobile 57
banking
15 Figure showing opinion about using PIN/OTP for small value 58
transaction
16 Figure showing main disadvantage of visiting a bank branch 59
17 Figure showing how respondents feel unsecured using banking app 60
18 Figure showing how frequently respondents use e-banking services 61
19 Figure showing respondents feeling any security problem in mobile 62
banking
21 Figure showing does the Covid- 19 has improve the use of digitalization 64
in bank
2
EXECUTIVE SUMMARY
Digital banking is replacing traditional financial services. Digital banking allows bank
customers to access banking services and goods online or through an electronic platform. In
order to eliminate the need for consumers to visit a branch, digital banking refers to the
digitization of all banking procedures and the replacement of the bank's physical location
with an ongoing online presence.
This paper has mainly examined consumer perceptions of digitization and e-banking service
providers. Data were gathered via questionnaire and descriptively analysed using
percentages. With more people using smartphones, it is inevitable that the banking industry
will go digital to keep up with global expectations. It did, in fact, lessen human error and
improve convenience. The majority of businesses no longer have to rely on bank operating
hours because to digital banking. Now, even the strange ones can complete the deal. Human
mistake has decreased due to digitization. A robust reporting system is made feasible by the
data's accessibility and analysis at any moment. Brick and mortar banks are evolving into
more environmentally friendly and productive businesses thanks to digital banking. In the
current situation. People can check the information on their bank accounts, pay their bills
online, and transfer money to other accounts in the current situation, all from the comfort of
their own homes.
The project begins with a brief overview of the banking sector. It has been discussed the
theoretical framework used for the investigation. It mostly uses the bank's online service
quality as the study's foundation.
The study structure's layout has also been provided. Evaluations have been made on the
sample strategy and questionnaire tone. The research is primarily descriptive in nature. The
important conclusions were discovered after analysing and interpreting the questionnaires.
The results of each question have been graphically represented. A list of recommendations is
also given to support the conclusions reached. Last but not least, a collection of references
and related supplemental data is included to verify.
3
1. INTRODUCTION
Banks are not just part of our lives part of our lives, but have a significant role in our daily
lives. Banks are continuously looking for new ways to improve the client experience.
Digitalization is not a choice; it is an unavoidable reality. Adoption of technology is referred
to as digitalization. Massive advancements in information technology have transformed the
world into a global village, resulting in unparalleled upheaval in the banking business.
Consumer preferences are changing, and the new competitive environment is driving
technology to evolve on a daily basis in order to be profitable in the market. By approaching
the digitalization process as a matter of urgency, the banking sector has also joined the race.
Since the mid-1990s, the banking industry has been undergoing changes in the form of new
information technology and advancements in internet commerce. The fundamental benefit of
E-banking is that it is available 24 hours a day, seven days a week. In general, banks aren't
famed for their quickness. However, as the industry's rivalry grew, banks, particularly in the
private sector, began to offer digital banking services. They've launched a number of unique
ways to accomplish banking with a single click that are simple and convenient. There is no
longer any need to visit a bank branch for basic information such as account balances or
investment advice. Banks may improve customer service by embracing digitalization.
Customers will appreciate the convenience and time savings. Digitalization has engulfed
practically the entire planet in recent years. Cashless banking is the way of the future, and all
of the banks must adapt. Customer loyalty is increased as a result of the digital footprint,
which decreases human error.
4
BANKING SECTOR IN INDIA
➢ SCHEDULED BANK
➢ Commercial bank
❖ Public sector banks
❖ Private sector banks
❖ Foreign sector banks
❖ Regional rural banks
➢ Co- operative bank
❖ Urban Co- operative bank
❖ Rural Co- operative bank
➢ NON – SCHEDULED BANK
CENTRAL BANK
A national bank serves as the country's top controlling institution for managing accounts and
other financial arrangements. It serves as the broker's bank's credit controller and
acknowledges the administration's profit from the restraints placed on money issuance. The
administration of a country normally controls and frequently claims a national bank. Within
India, one such bank is the Reserve Bank of India (RBI).
➢ Schedule Commercial Bank:
It runs for financial gain. It accepts public deposits and provides loans to individuals,
businesses, and the government. The following are the key elements of commercial banking:
• Acceptance of public deposits.
• For investments or lending
• Payable back upon request, lending, or investment
• Withdrawal via a device, such as a check or another type
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• Public Sector Banks:
Public sector banks (PSBs) are those financial institutions where the government holds the
majority of the stock.
These PSBs are all publicly traded companies. Imperial Bank of India was the first major
bank to be nationalised by the central government, which also nationalised 14 other
significant banks in 1969 and 4 more in 1980.
Several PSBs include the Bank of Maharashtra, Central Bank of India, Bank of India, Bank of
Baroda, State Bank of India, and its subsidiaries.
The goals of nationalisation were as follows:
✓ To break up the ownership and management of banks by a few businesses

✓ Preventing the concentration of wealth and economic power
✓ mobilising savings from all sections of the country;
✓ meeting the requirements of key sectors
• PRIVATE SECTOR BANK
Both private and public banks are included in India's private sector banking system. But
rather than the government, private investors hold the vast majority of the shares. Private
banks can be categorised as either new or old. Old private banks are those that were not
nationalised between 1969 and 1980 as a result of their smaller size or broader geographic
reach.
Examples include Karur Vysya Bank, Federal Bank, ING Vysya Bank, Thalami Bank, and
others.
New Private Banks: These are the banks that started operating as a result of the liberalisation
in the 1990s. In 1993, banking laws were changed to make room for the entry of new private
banks into the Indian banking industry.
ICICI Bank, AXIS Bank, HDFC Bank, Yes Bank, Development Credit Bank, Kotak
Mahindra Bank, and RBL Bank are a few examples.
To start new private banks, certain requirements must be met, and they are as follows:
• The bank's net worth must be at least Rs 200 crore.
6
• Proprotors should hold a minimum of 25% of their paid-up capital.
• Within three years of starting operations, the bank should offer shares to the public
and its net value should reach $300 million.
• Foreign Banks:
As the globe has become more globalised, the concept of banking has shifted dramatically.
Foreign banks have altered the current banking landscape in India. Banking is now crores of
crores customer friendly, with current technologies such as mobile banking, bank mobile
applications, and so on.
For instance, HSBC Bank, JP Morgan Chase Bank, Deutsche Bank, Standard Charter Bank,
and so on.
• Regional Rural Banks (RRBs):
Regional Rural Banks (RRBs) were established in 1970 because, even after nationalisation,
there were cultural concerns around lending to farmers. The primary goal of RRBs is to
mobilise financial resources from rural and semi-urban areas and to provide loans and
advances to small and marginal farmers, agricultural labourers, and others.
For instance, Karnataka Vikas Gardena Bank, Maharashtra Garmin Bank, and so on.
Schedule Co-operative Bank:
Larger visit unions are frequently referred to as cooperative banks. Cooperative banks, like
credit unions, are owned by their clients and operate on the cooperative principle of one
person, one vote.
Cooperative banks, unlike credit unions, are sometimes subject to both banking and
cooperative legislation. They offer savings and loans to both non-refers and refers, and some
operate in the wholesale market for hands. Money and even stocks
7
Urban Co-operative Banks:
The general public can access financial services from urban cooperative banks. Urban
cooperative banks are conversant with the real commercial needs of the local population in
their service region because they are typically found in rural and semi-urban areas. Since the
private sector and commercial banks only work with high-profile and profitable businesses,
urban cooperative banks help small and medium-sized traders, entrepreneurs, artisans, and
farmers who are unable to receive banking services.
Examples include Saraswat Co-operative Bank, Burrata Mercantile Co-operative Bank,

Kakapo Curreri l Coop. Bank, Ahmedabad Mercantile Co-Op Bank, and more.
Rural Co-optative Banks:
Rural cooperative banks are further subdivided into short-term and long-term structures.
Three short-term cooperative banks operate in various states.
I) State Cooperative Banks
II) Cooperative Banks
III) Primary Agricultural Credit Societies
Long-term structures are further classified as — State Cooperative Agricultural and Rural
Development Banks (SCARDS) — Primary Cooperative Agricultural and Rural
Development Banks (PCARDBs) (PCARDBS)
8
DIGITAL BANKING FEATURES
Although digital banking services share a lot of features and capacities, they also have others
that are application-specific.
➢ A bank customer can use online banking to carry out non-transactional functions,including:
• Account balances can be viewed
• Viewing recently completed transactions
• Bank statement downloads
• Viewing pictures of deposited checks
• Purchasing chequebooks
• Download the statement of periodic accounts.
• Downloading the e-banking and mobile banking applications.
➢ Bank clients can perform financial transactions online, including: • Transfer of money between
accounts related to customers
• Transferring money to third parties, such as to pay bills.
• Buying or selling an investment
• Loan requests, such as paying back enrollment fees
• Application for a credit card.
• Set up a utility biller or bill payment account ➢ Administrations of
financial institutions.
➢ Control of several users with various levels of authority.
➢ The authorization of transactions.
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DIGITAL BANKING TRENDS IN INDIA
In the banking industry, digital India has risen significantly in recent years. In India, some
trends in online banking include:
Increase in Customers:
People's adoption of the use of technology in financial transactions has been greatly
aided by the government's encouragement of the usage of electronic wallets. The use of
credit/debit cards and electronic wallets is rising quickly and will keep growing in the future.
Chat bots:
Several banks already use chat bots as part of their customer service operations. The
number of chatbots in use is steadily rising, and they are getting better at responding quickly,
interacting successfully, and providing high-quality services.
Combine physical and digital processes:
Many banks today provide their clients with a hybrid of physical and digital
processes.
Customers might enter the bank and use the facilities' equipment to complete their
transactions.
This kind of service will undoubtedly continue to grow in India, particularly in rural areas.
Mobile Banking:
The technology has forced the banking industry to offer digital services via mobile
phones due to the widespread use of mobile phones and the simple and affordable access of
the internet. To assist consumers in handling banking transactions on their mobile phones,
several banks have created apps. This pattern will only persist.
End-to-end digital banking :
10
This is already being used by a handful of consumers in India. Banks now understand
that digitisation is the only viable future strategy. In order to provide all types of services over
the internet and enable paperless transactions, a few of banks have already begun along the
route of end to end digitization.
The Indian government is pushing for digital transactions hard. The National
Payments Corporation of India (NPCI) has taken important efforts toward innovation in the
field of payment systems with the introduction of United Payments Interface (UPI) and
Bharat Interface for Money (BHIM). UPI is a smartphone interface that allows users to
instantly transfer money between accounts in various banks based on a virtual address
without disclosing the actual bank account. Today's banks strive to give their consumers a
quick, precise, and high-quality banking service. Digitalization is currently at the top of the
list of priorities for all
Indian banks. A variety of digital payment methods are accessible in an effort to promote
cashless transactions and make India a society where less cash is used.
VARIOUS CONCEPTS RELATED TO DIGITALIZATION OF INDIAN BANKS ➢
ONLINE BANKING:
Online banking offers banking services at any time and from any location. Numerous
highend technology solutions are available through online banking, which simplifies and
expedites the banking process. The majority of its services are offered without charge to
clients.
➢ MOBILE BANKING:
A service offered by a bank or other financial institution that enables its clients to carry out
financial transactions remotely using a mobile device such a smart phone or tablet is known
as mobile banking. Typically, they offer a for this use. Typically, mobile banking is accessible
around-the-clock.
11
➢ UNIFIED PAYMENT SYSTEM (UPI):
Making a financial deposit into someone else's account used to be a major issue. To make a
deposit, one had to fill out a form and go to the nearest branch of the relevant bank. After that
process was over, he or she had to stand in line to pay. This process took a lot of effort and
time.
➢ DIGITAL WALLET:
Previously, carrying cash was required for shopping. Virtual or mobile wallets, often known
as M-wallets, are now very common. You can make payments with these mobile wallets
solely using your smartphone. One of the best technological advancements is the digital
wallet.
➢ AUTOMATIC BILL PAYMENTS:
A money transfer set for a specific date to pay a bill automatically is known as an automatic
bill payment. Regular payments to vendors are made from a bank, brokerage, or mutual fund
account via automatic bill payments.
➢ ATM (Automatic Teller Machine) :
The Teller Machine is the most popular device in India, allowing consumers to withdraw
money 24 hours a day, seven days a week. Customers using ATM cards can complete typical
banking operations without dealing with a human teller. In addition to cash withdrawal,
ATMs can be used to pay utility bills, transfer funds between accounts, deposit checks and
cash into accounts, and check account balances.
➢ DEBIT CARD:
12
A debit card is a plastic payment card that can be used to make purchases in place of cash. It
functions similarly to a credit card, except unlike a credit card, money is sent from one
account to another right away. It makes a purchase by taking money straight out of a
customer's bank account.
➢ CREDIT CARD:
A Credit card is a type of payment card charges made against a line of credit rather than the
account holder's cash deposits. Credit cards are a sort of payment card. When someone makes
a purchase with a credit card, a balance sheet is accrued on their account that needs to be
cleared each month. It enables borrowing against a credit line, also referred to as the card's
credit limit.
➢ Tele Banking:
Tele Banking allows customers to conduct all non-cash banking transactions over the phone.
For simpler queries and transactions, an Automatic Voice Recorder is employed. In Tele
Banking, staffed phone terminals are utilised for complex questions and transactions.
➢ Electronic Clearing House (ECS) :
Clearing Services are retail payment systems that can be used to make large amounts of
comparable payments/receipts, especially when each individual payment is very little. This
capability is intended for companies and government departments to receive significant
amounts of money rather than for individual ECS funds transfers.
➢ Electronic Funds Transfer (EFT):
This is a method in which anyone who wishes to make a payment to another person can go to
his bank and make a cash payment or provide authorization to transfer funds immediately
from his own account to the beneficiary's bank account. Complete information such as the
receiver's name, bank account number, account type (savings or current account), bank name,
city, branch name, and so on should be provided to the bank when requesting such transfers
13
so that the funds reach the recipients' accounts correctly and quickly. The RBI provides EFT
services.
➢ Real Time Gross Settlement (RTGS)
Time Gross Settlement System, which was established in India in March 2004, is a system in
which banks can send electronic instructions to transfer funds from one account to another.
The RBI operates the RTGS system, which allows for efficient and speedier funds transfers
across banks, hence facilitating their financial operations. As the name suggests, cash transfer
between banks takes place in 'Real Time.' As a result, funds can reach the beneficiary, and the
beneficiary's bank is responsible for crediting the beneficiary's account within two hours of
the transaction method.
➢ Point of Sale Terminal:
Points of Sale A terminal is a computer terminal that contains computerised client information
files in a bank and a magnetically encoded plastic transaction card that identifies the customer
to the computer. During a transaction, the computer debits the customer's account and credits
the retailer's account for the amount of the purchase.
FACTORS AFFECTING THE SCOPE OF DIGITAL BANKING IN INDIA
➢ EDUCATION:
A barrier in and of itself is a lack of banking knowledge. India still struggles with an
extremely low literacy rate in many areas. A challenge is the user's curiosity and lack of
technical understanding.
➢ FEAR:
People have a variety of baseless worries related to using the internet. Many uninformed
customers are reluctant to use digital banking due to the frequent increase in fraud cases and
the associated fear factor.
➢ TRAINING:
14
The banking sector as a whole has a lot of opposition. The use of cutting-edge technologies is
not trained to employees. They will make use of various digital banking capabilities.
CHALLENGES IN DIGITALIZATION OF INDIAN BANKS ➢
SECURITY RISKS:
External dangers including spoofing, sniffer, and hacking put banks' security at risk.
Additionally, internal hazards, such as staff fraud and employee fraud involving consumers,
are a concern for banks.
➢ FINANCIAL KNOWLEDGE AND CUSTOMER AWARENESS
The main barrier in India is a lack of information among the populace regarding the use of
ebanking services.
➢ FEAR FACTOR:
Older generations, particularly those from rural areas, prefer traditional banking methods,
which is one of the major barriers to online banking.
➢ TRAINING:
For staff, a fundamental barrier to dealing with the innovative and ever-changing
technologies in banks is a lack of proper knowledge and abilities. The current demand for the
banks is training at all levels on the evolving IT trends.
ADVANTAGES OF DIGITALIZATION
➢ Compared to traditional banking, it offers shorter waiting times and minimises time
constraints.
➢ Customers can access services from digitalization 24/7.
➢ Digitalization can strengthen relationships with clients.
➢ A positive relationship with the customer guarantees their loyalty and satisfaction.
➢ Digital banking saves money because it eliminates paperwork.
DISADVANTAGES OF DIGITALIZATION
➢ It is challenging to protect the data.
15
➢ It might result in an increase in crime and terrorism.
➢ Handling complexity.
➢ There are many issues with privacy here.
➢ It can make the workload heavier.
2. BANK OF MAHARASHTRA
Bank of Maharashtra is a nationalised bank under the ownership of the Ministry of Finance,
Government of India. In the state of Maharashtra, it boasts the broadest network of branches
of any nationalised bank. V. G. Kale and D. K. Sathe formed the bank in Pune, India. The
bank was established on 8 February 1936 and registered on 16 September 1935 with a US$1
million authorised capital. It gave birth to numerous industrial houses and offered financial
support to small firms. Since its establishment, the bank has been known as a common man's
bank, and its initial financial aid to modest businesses has given rise to many of today's
industrial giants. The bank grew quickly after being nationalised in 1969. In Maharashtra, the
Bank has the greatest network of branches of any public sector bank. The bank was created
on September 16, 1935, in Pune, by a group of visionaries led by the late V. G. Kale and the
late D. K. Sathe. Bank of Maharashtra currently serves over 15 million customers across the
country through
1825 branches in 29 states and two union territories. In 1998, the Bank was granted
autonomy. As a result, the bank's decision-making process and internal affairs have been
hampered by government bureaucracy. The State Level Bankers Committee is chaired by
Bank. At 131 locations, the bank provides depository and demat services. For the marketing
of insurance plans, the bank has partnered with LIC of India and United India Insurance
Company. The bank has reached 100% CBS, allowing consumers to bank at any time and
from any location.. As of by March 2022, the bank have 2022 branches nationwide serving
29 million clients. As of March 31, 2020, the bank had a network of 1851 ATMs because it
appeared to be a practical method of withdrawal for the majority of rural and illiterate people.
The branches have complete computerization. This bank's equity shares are traded on both
16
the Bombay Stock Exchange and the New York Stock Exchange (National Stock Exchange).
For the sale of insurance plans, BoM has agreements with LIC of India and United India
Insurance Company. The Maharashtra Executor & Trustee Company Pvt. Ltd. and Bank of
Maharashtra Asset Management Arm are two of the bank's subsidiaries. They just recently
debuted WhatsApp Banking.
ORGANIZATIONAL STRUCTURE
Board Of Directors
Name Designation
Mr.A S Rajeev Managing Director & CEO
Mr.S Baljit Singh Director
Mr.Shashank Shrivastava Director
Mr.Asheesh Pandey Executive Director
Mr.A B Vijayakumar Executive Director
Mr.Lalit Kumar Chandel Government Nominee Director
Mr.Manoj K Verma Nominee Director
Mr.Rakesh Kumar Shareholder Director
Key Executives
Name Designation
Mr.V P Srivastava CFO & General manager
Mr.Laxminarayan Rath Chief Vigilance Officer
Mr.Chandrakant Bhagwat Co. Secretary & Compl. Officer Mr.R S
Bansal General Manager
Mr.A F Kabade General Manager
Mrs.Chitra Datar General Manager
Mr.V N Kamble General Manager

Mr.V D Kolhatkar General Manager
Mr.Unnam R Rao General Manager
Mr.Vivek Ghate General Manager
17
Mr.Sanjay Rudra General Manager
Mr.M A Kabra General Manager
REGISTRATION
Bank Of Maharashtra is a major bank of Maharashtra, India, registered on 16

September 1935 with an authorised capital of 1 million. It commenced business on 8
February 1936.
Mission:
❖ To make sure that client expectations are met quickly and effectively.
❖ To develop new goods and services to meet the needs of various societal groups.
❖ To consistently adopt the newest technology.
❖ To develop a professional, engaged, and proactive workforce.
❖ To increase the wealth of the shareholders through good corporate governance and
best practises.
❖ To join the global market via a branch network.
Vision:
❖ To serve various societal segments as a dynamic, forward-thinking,

technologically aware, customer-centric bank while increasing shareholder and
employee value and expanding globally.
FUNCTIONS OF THE BANK
The bank has undertaken the following functions for the achievement of
objectives.
• Issue of loans
• Acceptance of deposits
• Mobile Banking, Internet Banking
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SERVICES PROVIDED BY THE BANK
• Consumer Banking
• Corporate Banking
• Finance and Insurance
• Investment Banking
• Private Banking
Ancillary Products provided by the bank
Some of the popular supplementary products & services offered by the bank are as follows:
• PPF Scheme
• Insurance
• Mutual Fund
• Senior Citizen Saving Scheme (SCSS)
• Sukanya Samriddhi Yojana
• Metco – Trustee
• Debenture Trusteeship Business
• Depository Services o Equity Trading Services o DMAT Services o Maha-ASBA
Plus
o Capital Market Application o
Gold Bond Scheme
• Lockers
• LC/BG Confirmation contacts
• Doorstep Banking Services
• Central Government Pensioners Corner
• Pradhan Mantri Yojana o Atal Pension Yojana o Pradhan Mantri Jivan Jyoti Yojana
o Pradhan Mantri Suraksha Bima Yojana o New Pension Scheme
Cards
19
Apart from the normal credit or debit cards, this bank even offers valued visa or master cards
to its customers. The names of some of the cards offered by this bank are given below:
• Debit Cards:
- Mahabank Visa Debit Card
- International Debit Card
• Credit Cards:
- BOM SBI Gold Credit Card
- BOM SBI Platinum Credit Card
Deposit Schemes
• Mahasaraswati Scheme
• Mixed Deposit Scheme
• Mahabank Lok Bachat Yojana
• Mahabank Unit Deposit Scheme
• Sulabh Jama Yojana
Credit Facilitie
• Educational Loans
• Housing Finance Scheme
• Mahabank Adhar Scheme
• Mahabank Vehicle Loan Scheme
Banking Services
• ATM
• Credit Card 14
• Demat Services
• Distribution of Mutual Funds
• NRI Services
• TechnoProducts
20
PERSONAL
DEPOSITS
• Savings deposit
• Current deposit
• Term deposit
• Capital gain account
LOANS
➢ Maha super housing loan schemes

➢ Maha combo loan schemes
• Mahabank vehicle loan scheme for old cars and two wheeler
• Education loan
• Consumer loan
• Maha super car loan
• Mahabank gold loan
• Pradhan mantri awas yojana
• Mahabank personal loan scheme
GOVT SCHEMES
• PMJDY- Pradhan Mantri Jan Dham Yojana

❖ The program's goal is to give everyone access to financial services, starting
with "Basic Banking Accounts" with an overdraft facility of $15,000 after six
months, a Rupays Debi card with an accident insurance cap of $115,000, and
a Rupay, Kisan Card.
• PMJJPY - Pradhan Mantri Jeevan Jyoti Bheema Yojna

❖ is a government-backed Life insurance scheme in India. This scheme will be
linked to the bank accounts opened under the Pradhan Mantri Jan Dham Yajna
scheme.
❖ A premium of Rs 330/- per annum will be deducted from the account holder’s
savings bank account through ‘auto-debit’ facility in one instalment
❖ In case of death of policy holder in any case, nominee will receive 2,00,000/-.
21
• PMSBJ - Pradhan Mantri Suraksha Bema Yojna
❖ Accident Insurance Scheme providing coverage for accidental death and
disability in the event of death or disability.
❖ A 112-dollar annual premium will be taken out of the account holder's savings
bank account in one instalment using the "auto debit" feature.
❖ The candidate will receive a payment of $2,000.00 in the event of accidental
death or full disability, and $1,000.00 in the event of partial disability.
• Soverign Gold Bond Scheme • PPF scheme • National pension Scheme • Atal
pension Yojana • Sukanya samriddhi yojana • Floating rate savings bond
DIGITAL BANKING
• Internet banking
• Maha mobile
• Maha UPI
• E – SBTR
• Personal digital banking
• Debit card
• BOM credit card
• E – gadgets
• Digital signage system
• Bharat bill payment service
• Bhim aadhar pay
• NETC – Fastag
• Whatsapp banking - On 30th December, 2021, bank provide the services such as
balance inquiries, mini statements, checks status inquiries, cheque book requests,
finding a branch or ATM, opting in or out, information on contacting us, etc. from the
mobile linked number in the bank account.
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MOBILE BANKING
Making financial transactions via a mobile device (cell phone) is known as "mobile
banking." such as a phone or tablet). This activity can range in complexity from a client
paying bills or moving money overseas to anything as basic as a bank transmitting fraud
or usage activity to a client's cell phone. The convenience of banking anytime, anyplace is
one benefit of mobile banking. When compared to banking in person or online,
disadvantages include security issues and a constrained range of skills.
All of the bank's applications are available for mobile banking. When performing online
banking chores away from a home computer, such as checking account balances and
transferring money between accounts, paying bills, finding an ATM, and transferring
money between accounts, this is referred to as mobile banking.
CORPORATE
CORPORATE BANKING
Small and medium-sized businesses to large conglomerates are among the diverse range of
clients served by corporate banking, also referred to as business banking or wholesale
banking. For effective operation, corporate banking provides its services and goods to small,
medium, and large-sized firms. The maintenance of the currency's value, maintenance of
price stability, expansion of financial institutions, and expansion of the economy are its
primary goals. They provide corporate banking services to businesses of all sizes.. This
specialist segment of commercial banks includes everything from a tiny grocery store to huge
industrial businesses. Commercial banks deal with corporate clients, also known as business
banking clients. Largely, corporate banking solutions include corporate finance, credit
management, asset management, cash management, and loan management.
• Working capital - Banks are an important source of capital creation for the operation
and development of an economy. Without sufficient capital, no economy can survive.
Banks use their customers' deposits, savings, and investments to create capital and
eliminate the deficit. They make the best use of the people's amassed funds within the
branches and make them available for business and development operations, provide
funding and assistance to actually purchase business assetsand also give letter of
23
credit or guarantee on behalf of customers, Government departments for procurement
of goods and services on credit.
• Term finance - It is a subset of financial services required by corporations, such as
funding, capital structure, financial allocation, and so on. It is mostly concerned with
financial planning and the implementation of finances at various phases of the
organisation.Fund based finance for capital expenditure, acquisition of fixed
assets,starting and expanding of business or industrial unit.
• Infrastructure finance – In the infrastructure finance bank enable the funding for
infrastructural projects, such as construction of road, bridges, development
activities,power generation, telecom, etc.
• Line of credit - A bank's primary function is to extend credit to its customers. It is the
process of granting credit and recovering it at various stages. Credit management also
comprises establishing the terms and conditions, the agreement policy, risk factor
analysis, and other associated activities.
• Export finance - The Bank of Maharashtra actively promotes exports. The customers
benefit from convenience while conducting foreign business thanks to the operating
network of own branches. In order to help exporters compete on the international
market, also offer export financing to them at favourable conditions. export financing
is made accessible to exporters in a variety of forms of loans both before and after
shipment.
Pre-Shipment Financing, Credit for Packing in Indian Rupees and Credit for
Packing in Foreign Currency guarantees or letters of credit for the purchase of
materials for export, Purchase of Export Documents under Confirmed Order,
Export Documents Discounting under Confirmed Order or L/C, Bills under
L/C are negotiated, and export bills are bought and discounted in foreign
currency.
• Bill finance- The Bank of Maharashtra offers its corporate clients a Bill Finance
option to help with liquidity and the efficient operation of their businesses. Bill
financing option fills in the gaps in the cash flow and frees businesses from worrying
about obligations. In addition to fund-based bill financing, also offer collection agency
services for documentary checks and invoices. fund based bill finance facilities, offer
as follows, Purchase of bills drawn under L/C, Discounting of usance bills drawn
under L/C, Negotiation of bills under L/C.
24
• Mahabank commercial lease rental discounting scheme – To meet borrowers
liquidity mismatch, acquisition of assets for business purpose or Takeover of accounts
for types of lawful economic activities, the scale of finance providd in minimum 10
lakh
SWOT ANALYSIS OF THE BANK
SWOT Analysis
Strengths
1. Strong government backing.
2. Very high investments in SLR securities
3. Large customer base with over 1500 branches in 23 states and 2 union territories
4. It has rising Net Cash Flow and Cash from operating activities
Weaknesses
1. Low profitability
2. The NPAs of the bank have been increasing
3. Government has decided not to privatize the bank
Opportunities
1. They can expand more in Rural areas
2. Increase Non-SLR investments to increase profits
3. Make their credit cards profitable
Threats
1. Competitors
2. New bank licenses
3. Dis-investments by the government
STRENGTH
1.Strong government backing.

2. Very high investments in SLR securities
3. Large customer base with over 1500 branches in 23 states and 2union territories
4. It has rising Net Cash Flow and Cash from operating activities
25
Public Bank: As a public sector enterprise, the bank is supported by the government on all
fronts, including financially and legally.
High Investments: The Bank of Maharashtra has exceptionally high investments in SLR
securities, which offers it an advantage over its rivals in terms of being the country's most
secure bank.
Effective Asset Management and ROA Provision: Over the past two years, the bank has
improved its efficiency in each of these areas. The bank's services are adequate for the
general public as well.
Expanding Reach: One of the organization's key assets is its geographic presence throughout
several states. In 23 states and 2 union territories, the Bank of Maharashtra has more than
1500 branches. This increases the bank's customer base.
Strong Branding: The Bank of Maharashtra has a very strong brand in the primary and
regional banking sector, which has assisted the bank in drawing in more clients.
Innovative: The Bank of Maharashtra offers all services to its consumers, including e-banking
and credit options. All of its primary clients, both individuals and businesses, have access to
online telebanking services.
WEAKNESS
1. Low profitability
2. The NPAs of the bank have been increasing
3. Government has decided not to privatize the bank
Weak Momentum: The Bank of Maharashtra stocks are trading below their short, medium,
and long term averages, indicating a weak momentum.
Not in the Country Leading: It somewhat trails in presence in India and other continents
compared to leading Indian banks because the majority of its income comes from loans,
retail, and personal banking exclusively.
26
Declining market share: This is because the company's growth rate is slower than that of the
consumer financial services sector. In such a situation, Bank of Maharashtra must carefully
examine various financial sector trends in order to determine what to do to spur future
growth.
NPA growth: The bank's NPAs have seen a significant increase. decreasing the bank's
capacity to make additional loans and lowering interest income.
Declining Market Shares: The bank of Maharashtra's rivals have modernised their systems,
begun offering E-banking services, and created user-friendly interfaces, but because they
didn't implement improvements quickly, they were unable to seize the market.
OPPORTUNITY
1. They can expand more in Rural areas
2. Increase Non-SLR investments to increase profits
3. Make their credit cards profitable
Expansion in Rural Areas: The Bank of Maharashtra has locations across India, including
rural areas. The bank can seize this opportunity to win the trust of rural residents by offering
them loan options and educating them about banking, loan, and mortgage options.
Interest Rates: Lower interest rates make it easier for businesses to raise money and secure
financing at more affordable rates. By raising the interest rate and relaxing the non-
performing assets, BOM can increase the profitability of credit cards.
Online banking: It's crucial to implement changes promptly. Because the world is changing
quickly, if a company does not adapt, its rivals will. In this day and age, when so many people
are switching to online banking, the bank must make the platform user-friendly.
Customer-friendly Platform: The middle class and working-class people are the bank of
Maharashtra's target market. By developing a user-friendly platform that can be used by all
classes, they may seize the chance.
Worldwide Opportunities: The global financial services sector, which is undeniably worth
billions of dollars, represents a significant potential for financial service providers in the
27
Indian market. Bank of Maharashtra, which primarily targets the Indian market, has to expand
its presence outside of that market in order to attract additional clients.
THREAT
1. Competitors
2. New bank licenses
3. Dis-investments by the government
Increasing Competition: The financial industry is seeing fierce competition. Many rivals, like
HDFC, Bank of India, State Bank of Maharashtra, and Canara Bank, update their strategies
frequently, make their platforms approachable, and put them online.
Changing Policies: Because Reserve Bank of Maharashtra (RBI) statutes and regulations
control banking policies, any changes made by the RBI have a direct impact on the operations
of the bank.
Banks in the private sector are becoming more competitive: Private sector banks are creating
innovative investment packages to capture more of the retail consumer market.
Changing Demographics : The baby boomer generation has retired, and the younger
generation is struggling to replace its spending power. Younger consumers are less brand
loyal and more willing to trying new things, thus while this may enhance AU Bank's revenues
in the near term, it will ultimately lead to lower profit margins.
Retaining Key Management Personnel: With so many new banks, fintech firms, and
established banks vying for the same talent pool, it can be challenging to develop and keep
key executives.
PESTEL Analysis
➢ Political Factors
• Government resource allocation and time scale
• Taxation policies
• Changing policies with new government
28
• Regulatory Practices
• Political stability in the existing markets
➢ Economic Factors
• Efficiency of financial markets in India
• Economic Cycles
• Economic Performance of India
• Availability of core infrastructure in India
➢ Social Factors
• Demographics
• Attitude towards health and safety
• Gender roles
• Migration
➢ Technological Factors
• Empowerment of supply chain partners
• Maturity of technology
• Developments and dissemination of mobile technology
➢ Environmental Factors
• Customer activism
• Extreme weather
➢ Legal Factors
• Data protection laws
• Time take for business cases in court
• Environment Laws and guides
• Health and safety norms
• Business Laws
3. REVIEW OF LITERATURE
A literature review is an academic work that presents current knowledge on a subject,
including significant discoveries as well as theoretical and methodological contributions. A
review's primary objective is typically the critical analysis of a portion of a body of published
knowledge through the classification, comparison, and summary of earlier research projects.
The existing literature relating to this study is reviewed in this chapter.
29
➢ MUHAMMAD RIDHWAN AB. AZIZ, MOHD ZALISHAM JAL and others
(2021): The way people live and conduct business has altered as a result of the
fastestgrowing technologies in recent years. The existence of the internet and mobile
devices has resulted in a significant shift of many industries, including banking and
finance, from manual to automation activity and from offline to online transaction.
This study's goal is to examine the literature that has been written about digital
banking and financial inclusion between 2014 and 2020. The overall conclusion of
this study shows that the majority of earlier studies focused on how financial
inclusion and digital banking positively benefited economic and social growth.
➢ Santiago Carbo-Valverde et al. (2020) “This research applies a machine learning

approach to analyse the digitization process of bank clients using a thorough
consumer finance survey. Comprehending digital the need to develop tactics to attract
new customers, and both to maintain online users and to explain the growing
competition from new financial service providers. Discover that random forests can
supply the greatest performance—they correctly forecast 88.41% of bank clients’
transactions.
Adoption and use decisions for internet banking.
➢ Sanket Jagtap, Tejasvi Bhosale, and Vaishnavi Kadam (2020) We are alive, in a
society where the idea of digitization is dominant. All economic sectors heavily rely
on the idea of digitization. This essay will teach you how the banking industry
benefits from digitization. The Indian banking industry has experienced enormous
growth in recent years, driving greater levels of capital formation.
➢ Ary Bastari and others (2020) The primary goal of this paper is to examine how
intrinsic motivation functions for Bank Kalsel workers when using apps and websites
to complete tasks and assess their performance using the TAM technique. In this
survey, 375 employees from Bank Kalsel’s branch offices served as respondents.
Structural Equation Modeling (SEM) by LISREL 8.8 software was used to analyse the
30
study’s data. These findings demonstrated a direct relationship between the intention
to use the web and applications offered in Bank Kalsel’s digitization process and
intrinsic motivation, perceived ease of use, and perceived utility.
➢ Darryl Proctor (2019) : the term "digital banking" refers to the process of digitising
(moving from an offline to an online basis) all of the traditional banking services and
products that historically could only be accessible by clients visiting the bank office.
The services include bill payment, account services, managing checking and savings
accounts, applying for financial products, managing credit and loans, withdrawing and
depositing cash, and transferring cash.
➢ PR Jeyalakshmi, AS Lakshmi Rani (2019) “Intensive literature on technology

development (digitalization) and worker performance in the marketplace was
consulted in order to prepare this paper. This article examines the effect of digitization
advances on worker performance using primary data. The primary goal of this study is
to determine how digitization has affected employee performance in the banking
industry.
➢ According to Ioannis Giatsidis et al. (2019), “The banking industry has boosted its
use of information and communication technologies (ICTs) during the past ten years.
The banking sector has invested a considerable sum of money in utilising innovative
technologies to enhance financial services. The rising digitisation has altered the
traditional business models used by banks in the financial services sector.
➢ J Carles Maixe Altes (2019) This work "contributes to the study of computer
adoption and use in the Western European savings bank industry prior to the Internet's
development." It establishes the existence of a pan-European network of IT users and
investigates the function of their professional associations in the acceptance and
31
spread of technology. It studies and analyses their situation as late adopters of
technology while highlighting particular and distinctive trends in computer adoption.
➢ Roman Teichert (2019) This paper’s objective is to precent recent advancements in

the study of digital maturity models. Finally, 24 pertinent research, including 22
different models, were found through the systematic evaluation of the literature, and
various traits of the 22 different digital maturity models were extracted.
➢ According to research by Vijai, C. (2019), artificial intelligence (AI) is a technology

that is quickly gaining ground on a global scale. Artificial intelligence is increasingly
being adopted by the financial industry. In many ways, banks are researching and
putting new ideas into practise. The artificial consciousness is evolving and becoming
more intelligent with time. In this paper, it examined how artificial intelligence is
applied in the Indian banking industry, along with its benefits and potential
drawbacks. FinTech is developing thanks to artificial intelligence, and there are
several ways that it might help the Indian banking sector's work.
➢ Anjali Khurana (2019) “High-tech banking is today’s banking.” Face-to-face contact

has given way to electronic contact. Robots are taking over as managers. Internet
banking is the most convenient type of banking because it allows customers to
transact from anywhere at any time. There are no banking hours anymore. Internet
banking has enabled people to transact 24 hours a day, seven days a week.
➢ Nils Moch (2018) It examine current writing on the “too big to fail” topic against the
backdrop of the global financial crisis. Since it establishes the prerequisites for proper
banking regulation, financial stability, and economic welfare, this is (still) one of the
central issues in banking literature. Our analysis analyses 30 papers from 2009 to
2017 and focuses on how big banks affect systemic risk. Due to their involvement in
32
systemic risk or their high exposure to sources of systemic risk and contagion, large
financial institutions can have an impact on systemic risk.
➢ Shusha Singhania, Varda Sardana (2018) This study reviews the theoretical
literature on the development of digital and information technology in the Indian
banking industry. The phenomenal advancements in digital technology have altered
how banks operate. The corporate environment has changed as a result of the advent
of the digital age, which has also brought about new and distinctive business practises.
Digital banking is one of the more recent results. Digital banking technology has
developed over time as a result of the availability of a wide range of goods such as
deposits, ATMs, debit cards, mobile payments, and so on.
➢ Key pousttchi, Maik Dehnert (2018) “Over the past few years, retail banking has
seen a significant transition. The alteration of customer behaviour is a key factor. The
purpose of the study is to provide a better understanding of how digitization has
affected retail banking customers. Therefore, we needed data from Germany, the UK,
and the US from online consumer reviews. With the help of interdisciplinary literature
and grounded theory coding approaches, we examined the data to find and classify the
pertinent influencing elements.
➢ S Venkataganesh, S Chandrachud (2018) “The level of preparation and way of

implementing the framed strategy determine the success of any activity. “As a result,
the success of digital India is dependent on the quality of preparation work in

information technology and database management, as well as the technique of
implementing the Digital India initiative. The current study is a review article that
sheds light on electronic banking, often known as internet banking, in the post-
liberalization age.
33
➢ Hema Divya and Suma Vally (2018) The analysis of the level of consumer adoption
of digital payment systems is the main subject of the article "A study on digital
payments in India with viewpoint on consumer's acceptance." 183 respondents in
Hyderabad gave the initial data. The information received from the questionnaire was
examined using the Chi-Square method. The study found that the introduction of
digital payment technology has improved the functioning of the banking sector and
made it feasible to realise the aim of a cashless society.
➢ Varda Sardana and Shubham Singhania (2018): This paper examines the
theoretical literature on the development of information and digital technology in the
Indian banking sector. The phenomenal developments in digital technology have
completely changed how banks work. The advent of the digital business age has been
upending the commercial landscape and bringing about novel and distinctive business
practises. Digital banking is just one of the most recent results of this. With a wide
range of goods like deposits, ATMs, debit cards, mobile payments, and others, digital
banking technology have advanced over time. There is a huge potential for
opportunities to be created locally and globally leveraging the digital age's
infrastructure. The banking industry is facing a rise in competitiveness as well as a
number of other problems, which is forcing banks to adopt new digital business
models that offer them distinctive sources of value. The scope and direction of digital
technology's impact on Indian banking are examined in this essay.
➢ Tatyana J. Kudryavtseva and others (2018) This essay aims to shed light on the
effects of Russia’s banking sector’s digitalization. It briefly explains the key concepts
of the digital economy, the most recent developments in digital banking in Russia, and
the regulatory constraints facing the growth of the aforementioned technologies. It has
been determined that Russian banking now lags behind the competition abroad.
34
➢ A.K. Khandelwal (2017) Banks assert that they are important to our daily life. Every
single day, an infinite number of people engage in a single financial transaction. So as
to improve the customer experience, banks continuously endeavour to integrate
cuttingedge technology. Digitization is surely not a decision for the banking sector
given that every industry, including business, is growing more digital.
➢ Antony Rahul Golden S (2017), Golden, Antony Rahul (2017), An attempt is made
to study this subject in the essay "An overview of digitalization in Indian banking
sector" published in. Banks play a significant role in our lives in addition to being a
part of them. As a result, banks always strive to adopt cutting-edge technologies in
order to enhance the client experience. The survey's findings indicated that the
adoption of this digitalization is posing both opportunities and challenges for the
Indian banking sector. The paper claims that because we live in a digital age, it is also
hard to stop the growth and development of digital services.
➢ Philip O’Raudrey, Audrey A. Grace, and Resego Morakanyane (2017) In both

academia and industry, there is a growing interest in researching digital
transformation. There is evidence of a lack of widespread comprehension of this
notion, even if existing literature shows increased levels of academic interest in the
field and how company executives have engaged in digital transformation journeys.
The core ideas of digital transformation are not viewed consistently in study or
practise. In this context, It show how conceptualising this phenomenon was
accomplished by a methodical literature study.
➢ Karyne Charbonneau and others (2017) “In recent years, many have proposed that
the reduced inflation in industrialised nations may be explained by the potential
deflationary impacts of digitalization. We examine the evidence from the literature in
this note. Three primary channels are examined.
35
➢ Sapna Parihar and Deepa Joshi (2017) The fundamental draw of the e-banking
system is the ability to do all banking transactions from home without having to travel
or wait in lines, as well as the availability of all services around-the-clock. Even after
providing catering for so many facilities, consumer perceptions of service quality
problems vary. The consumer perception of the service quality in e-banking facilities
is shown by the current study.
➢ Nitesh Panch, and Srikanta Charana Das (2017) “The goal of the current paper is
to comprehend the numerous advantages of digital transactions. This will make it
easier to conduct an empirical study on online transactions. In this regard, secondary
sources were used to gather the data. The various variables discovered through
evaluation will unquestionably aid researchers as they conduct research in various
contexts, research universes, and with various respondents.
➢ Tommi Laukkanen (2017): “Mobile banking, which has recently seen a dramatic
surge in interest among practitioners and academics alike, is the topic of this special
edition of the International Journal of Bank Marketing. Digitalization is driving banks
to go through their most significant transition ever as consumers move online and
become more mobile.
➢ According to Satyendra (2016), digitization is a sequential process that is modelled

after the activities of archiving, access, and administration. There is no denying that
the digitalization of the services provided by commercial banks has had a significant
favourable impact on each of their respective clients or customers as well as the banks'
performance.
➢ According to George, A. and Kumar, G (2016), mobile phones are likely going to be
at the forefront of India’s digital development since young Indians prefer to use their
smartphones to access financial services rather than waiting in long lines. Financial
36
inclusion will likely be 40uelled by a mobile view of about 90%. The nation’s existing
and predictable limitless access to smart phones provides a disruptive and convenient
medium for extending the reach of banking and payment services.
➢ Bhattacharya, H. (2015) "primarily contrasts and compares digital and internet

banking. Web-based banking can be explained more succinctly despite the existence
of these two phrases because it primarily focuses on money transfers, bill payments,
and basic online account management. Web-based banking is sometimes referred to as
virtual banking, internet banking, and e-banking. Online banking, in a similar vein, is
concentrated on digitising the "core" functions of banking. Digital banking, however,
includes digitising each programme and procedure utilised by financial organisations
and their clients.
➢ Rakesh H M and Ramya T J (2014): In their study paper titled "A Study on
Elements Influencing Consumer Adoption of Internet Banking in India," attempted to
investigate the factors that affect internet banking adoption. A model is successfully
tested using PLS, and it is discovered that perceived reliability, perceived usability,
and perceived simplicity of use all have an impact on internet banking. Internet
banking services should be promoted by marketing experts by emphasising the
advantages that using them would provide, and awareness of them can be raised to
draw more customers.
➢ Markku Tinnila (2012) “This article looks into long-term future trends by presenting
a literature review and analysis of forthcoming studies,” . Future trends encompass
both short-term predictions of the upcoming occurrences and long-term megatrends.
Some significant trends are identified as a result of the investigation based on their
potential influence on banking services.
37
➢ V. M. Kumbhar (2011) This study evaluates important factors that have an impact on
consumers' pleasure in the context of e-banking services, such as service quality,
brand perception, and perceived value. This study examines how customer
satisfaction, perceived value, and brand perception are impacted by service quality in
online banking. Surveys of customers were performed to get the required data.
4. OBJECTIVE OF THE STUDY

➢ To overview a digitalization in Indian banking sector.
➢ To enlighten the concept of digitalization and importance to customers
➢ To study about the product and services offered under digitalization of the bank
➢ The study is to analyse the implications of the digitalization exercise for banks and
their customers.
➢ To determine the customer awareness of digital banking
➢ To study the customer usage of digital banking
38
➢ To offer suitable suggestion to increasing the E-Banking services based on findings of
the study
SCOPE OF THE STUDY

The primary purpose of study is to determine how customers feel about the banking system's
digitalization. Customers' attitudes differ from one to the next. We will learn how satisfied
customers are with banks that have gone digital. Therefore, these insights may assist
customers fill up the gaps in their understanding regarding bank digitalization and change
their mindset.
LIMITATIONS
➢ Certain responses from the respondents were not satisfactory and some of them seem
to be inefficient.
➢ Respondents may not respond accurately, there may be bias in the answer.
RESEARCH METHODOLOGY
Research methodology involves studying the methods used in your study and the theories or
principles behind them; in order to develop an approach that matches your objectives.
• This study is descriptive in nature.

• The study is being followed by a questionnaire and it describes, analyse and find
solution to the problem.
DATA COLLECTION METHOD
This study includes primary data and secondary data.
• Primary method Data is collected through questionnaire which was given to 60

customers of bank
39
• Secondary method Data collected through journals and website of banks.
TOOLS AND TECHNIQUES FOR DATA ANALYSIS
The tools used for analysing the data include the following;
• Percentage analysis.
• Weighted average
• Garret ranking
• Hypothesis testing
H0: The respondents are not overall satisfied with service quality under
digitalization of bank
H1: the respondents are overall satisfied with service quality under
digitalization of bank Data was presented in the following manner;
• Bar diagram.
• Pie diagram.
• Column diagram.
5. ANALYSIS
TABLE 1
Table showing the gender of the respondents

GENDER NO. OF RESPONDENTS PERCENTAGE
Male 33 55
Female 27 45
Other 0 0
Total 60 100
40
FIGURE
INTERPRETATION
Table 1, shows the gender wise distribution of the sample. 55% are male respondents
and 45% are female respondents. The male representation is more than male.
41
TABLE
Table showing age group of the respondents

AGE NO. OF RESPONDENTS
PERCENTAGE
Below 18 2 3.3
18 – 25 27 45
25 – 35 5 8.3
35 – 45 12 20
Above 45 14 23.3
Total 60 100
FIGURE
INTERPRETATION
Table 2 shows the age wise distribution of respondents. 45% of the sample belongs to
the age group of 18-25, 23.3% of the sample comes under the group above 45, 23.3% of the
sample belong to age group above 50, 20% of the sample from the age group of 35 – 45,
8.3% sample belong to age group between 25 – 35 and 3.3% of the sample from below 18.
42
TABLE
Table showing the occupation of the respondents

RESPONSE NO. OF RESPONDENTS
PERCENTAGE
Student 26 43.3
Housewife 6 10
Businessman 12 20
Private sector 11 18.3
Public sector 2 3.3
Other 3 5
Total 60 100
FIGURE
INTERPRETATION
Majority of the respondents (43.3%) are students. 20% in business man, 10% are
house wife, 18.3% are employed in private sector, and 5% belongs to other category. Only
3.3% belongs to public sector.
43
TABLE
Table showing kind of account do you maintain in the bank?

PERCENTAGE
Current account 15 25
Savings account 43 71.7
Fixed deposit 2 3.3
Recurring deposit 0 0
Total 60 100
FIGURE
INTERPRETATION
Table shows the account wise distribution of the respondents. Majority (71.7%) of the
respondents have savings account followed by current account (25%). Only 3.3% of the respondents
have fixed deposit and then followed by Recurring deposit account.
44
TABLE
Table showing awareness on digital products

RESPONSE NO. OF RESPONDENTS PERCENTAGE
Debit / credit card 48 80
Net banking 28
46.7
NEFT / RTGS 16 26.7
Mobile banking 42 70
BHIM UPI 40 66.7
Mobile wallet 18 30
Other 4 6.7
None 1 1.7
FIGURE
INTERPRETATION
From the figure, majority of 80% respondents have awareness on digital payment
products of debit/ credit card, 70% respondents know about mobile banking, 66.7% have
awareness of BHIM UPI, then followed by net banking. Mobile wallet, NEFT/RTGS, and
then other payments mode, 1.7% respondents have no awareness about the following digital
payment methods.
45
TABLE 6
Table showing of how respondents know about digital payments

PERCENTAGE
Bank 25 41.7
Friends 21 35
Advertisement 9 15
News 2 3.3
Other 3 5
Total 60 100
FIGURE
INTERPRETATION
Table shows how the respondents know about digital banking. 41.7% of the sample
knows from bank, 35% of sample knows from friends, 15% sample got information from
advertisement, 5% of sample got information from other sector and 3.3% of sample got
information from news.
46
TABLE
Table showing respondents using mobile app of bank.

PERCENTAGE
Yes 53 88.3
No 7 11.7
Total 60 100
FIGURE
INTERPRETATION
From this figure, majority (83.3%) of the respondents use app of their bank,
and only 11.7% respondents do not use their mobile app of the bank.
47
TABLE 8
Table showing how respondents generally receive the money for regular expenses
Cash 16 26.7
Cheque 2 3.3
Digital mode 42 70
Total 60 100
FIGURE
INTERPRETATION
Majority of the respondents receive money generally from digital mode, 26.7% respondent
from cash and only 3.3% of respondents receive money from cheque.
48
TABLE
Table showing payments done in the last month

RESPONSE CASH CHEQUE DIGITAL MODE
NO. OF NO. OF NO. OF
RESPONDENTS % RESPONDENTS % RESPONDENTS %
Below 100 30 46 3 5 32 49
100 – 500 22 34 3 5 40 61
500 – 2000 13 20 4 6 48 74
2000 – 5000 11 17 8 12 46 71
Above 5000 11 17 24 37 30 46
FIGURE
INTERPRETATION
Table shows the payment method done by the respondents. Majority of the
respondents use digital payment for the transaction in all the cases, for the transaction above
5000 respondents prefer cheque rather than cash and for all other cash is preferred than
cheque.
49
TABLE
10
Table showing Purpose of digital transaction done

Sending money 49 81.7
Bill payment 46 76.7
Shopping 46 76.7
Booking tickets 30 50
Hotel/ restaurant/ petrol 30 50
groceries 20 33.3
Non-financial (balance 13 21.7
Other 3 5
FIGURE
INTERPRETATION
From the figure, 81.7% respondents use digital transaction for sending money, 76.7%
respondents use it for bill payment and shopping, 50% respondents use for booking tickets
and hotel/restaurant/petrol pump payments, 33.3% use for non-financial transactions and 5%
respondents for other purposes.
50
TABLE
11
Table showing preferred mode of digital payment done

Debit / credit card 47 78.3
Net banking 27 45
BHIM UPI 43 71.7
Mobile wallets 18 30
other 1 1.7
Do not use digital payment 1 1.7
FIGURE
INTERPRETATION
From the figure, 78.3% respondents use digital payment using debit/credit card,
71.7% respondents make BHIM UPI payments, 45% respondents make payment using net
banking, 30% respondents done by mobile wallet and 1.7% respondents use other way of
payment and do not use digital payment.
12
51
TABLE
Table showing reason for using mode of digital payment

Convenience 55 91.7
Offer and discount 21 35
trust 22 36.7
FIGURE
INTERPRETATION
From the figure, 91.7% respondents use digital payment because of

convenience, 36.7% respondents use because of trust and 35% respondents use because of offer
and discount.
13
52
TABLE
Table showing the hindrance faced while doing digital payment

RESPONSE NO. OF PERCENTAGE
RESPONDENTS
Digital transactions take more time 10 16.7
Digital transactions are costly compared to cash 4 6.7
Less trust in digital transaction 11 18.3
I do not have payment products or device 3 5
Lack of Point of Sale (PoS) machines / QR 10 16.7
codes / internet connectivity
Uncomfortable/Unfamiliar with digital 9 15

payments
No major problem faced while doing digital 34 56.7

payments
FIGURE
INTERPRETATION
From the figure, majority (56.7%) of the respondents have no problem while doing
digital payment, then followed by having problems such as, less trust, lack of POS,
unfamiliar, takes more time, costlier, and 5% of respondents do not have payment products or
devices
14
53
TABLE
Table showing how often pin change of debit/ credit card/ mobile banking
Once in a quarter 12 20
Never changed 23 38.3
Changed only when 22 36.7
prompted by the bank
Often frequently (in year) 3 5

total 60 100
FIGURE
INTERPRETATION
Table showing respondents changing the PIN of debit/ credit/ mobile banking. 38.3%
respondents never changed PIN, 36.7% changed only when prompted by the bank, 20%
respondents changed once in a quarter and 5% respondents changed once in a year.
54
TABLE
15
Table showing opinion about using PIN/OTP for small value transaction
Yes, because it makes 55 91.7
transaction safe
No, it is an inconvenience 1 1.7

No opinion 4 6.7
Total 60 100
FIGURE
INTERPRETATION
Table shows the respondents opinion about using PIN for small transaction. 91% of
sample shows respondents agree to have the PIN to make the transaction safe, 6.7% samples
show that respondents have no opinion of having it and 1.7% shows that respondents
disagrees as it brings inconvenience
16
55
TABLE
Table showing the main disadvantage of visiting a bank branch

No disadvantage (prefer 4 6.7
going to bank)
Distance 29 48.3
Opening times 34 56.7
Quality of service 16 26.7
Dealing with people 16 26.7
Waiting/ queue 37 61.7
Others 4 6.7
FIGURE
INTERPRETATION
From the figure, mostly (61.7%) respondent have problem in waiting/queue, then
followed by opening time, distance, quality of service, dealing with people and some have
other problems too. 6.7% respondents have no disadvantage of going to bank and they prefer
to go.
TABLE 17
56
Table showing how respondents feel unsecured using banking app
Hacking 14 23.3
Fraud 10 16.7
Identity theft 10 16.7
Money deducted even when 32 53.3
the transaction failed
other 14 23.3
FIGURE
INTERPRETATION
From the figure, 53.3% of the respondents feel that money is deducted even when the
transaction failed. 23.34% has faced the problem of hacking and other problems, 16.7% has
faced problem due to fraud and identity theft.
57
TABLE 18
Table showing how frequently respondents use e-banking services

Daily 17 28.3
Weekly 30 50
Monthly 11 18.3
Yearly 0 0
Never 2 3.3
FIGURE
INTERPRETATION
From the figure, respondents mostly use e banking services weekly (50%), then
followed by 28.3% respondents use daily, 18.3% respondents use monthly, 3.3% respondents
have never used e-banking services.
58
TABLE 19
Table showing respondents feeling any security problem in mobile banking

Yes 24 40
No 36 60
Total 60 100
FIGURE
INTERPRETATION
From the figure, majority of the respondents (60%) do not feel any security problem using
mobile banking and 40% of respondents feel security problems.
59
TABLE 20
Table showing reason for choosing online banking services

RESPONSE Highly satisfied Satisfied Dissatisfied Highly dissatisfied
(4) (3) (2) (1)
Convenience 18 34 5 3
Safe and secure 24 30 6 0
Easy to maintain 15 45 0 0
Low service charge 14 27 12 7
Privacy 32 26 2 0
CALCULATION (WEIGHTED AVERAGE RANKING)
RESPONSE WEIGHTED ∑fw ∑f X=∑fw/∑f RANK
Convenience (4×18) +(3×34) +(2×5) +(1×3) 187 60 3.11 4
Safe and secure (4×24) +(3×30) +(2×6) +(1*0) 198 60 3.3 3

Easy to maintain (4×15) +(3×45) +(2×0) +(1×0) 195 60 3.25 2
Low service (4×14) +(3×27) +(2×12) +(1×7) 168 60 2.8 5
charge
Privacy (4×32) +(3×26) +(2×2) +(1×0) 210 60 3.5 1

INTERPRETATION
STATEMENT 5: Privacy; the statement measured a weighted average of 3.5 and given
the 1st rank.
STATEMENT 3: Easy to maintain; the statement measured a weighted average of 3.25 and given
the 2nd rank.
STATEMENT 2: Safe and secure; the statement measured a weighted average of 3.3 and given
the 3rd rank.
STATEMENT 1: Convenience; the statement measured a weighted average of 3.11 and given the
4th rank.
STATEMENT 4: Low service charge; the statement measured a weighted average of 2.8 and given
the 5th rank.
60
TABLE 21
Table showing does the Covid- 19 has improve the use of digitalization in bank
Yes 58 96.7
No 2 3.3
Total 60 100
FIGURE
INTERPRETATION
From the figure, 96.7% of the respondents have improved the use of digitalization in banking
and only 3.3% respondents have disagreed to it.
61
TABLE 22
Table showing the overall analysis of e- payment system.

(GARRET RANKING)
RANK
PERCENT GARRET AVERAGE RANK
1 2 3 4 POSITION VALUE SCORE
e-Payment systems
save you time 23 37 0 0 12.5 73 26.15 2
e-Payment systems are
better than cash 19 32 6 3 37.5 56 32.2 1
A digital customer has
to be alert security
issues when using 20 62.5 43 1.97 3
ePayment systems 38 2 0
e-Payment systems
can be easily 24 87.5 27 0.56 4
31 3 2
understood and readily
adopted
INTERPRETATION
From the above data, the main advantage of e- payment system is that it is better than
nd
cash, 2 position is that it saves time and then respondents have little problem that customer has
to be alert because of security issue and also the main disadvantage of it is that it is not easily
understood and adopted.
STATEMENT 2: e-Payment systems are better than cash, the statement measured average score
of 32.2 with 1st rank.
STATEMENT 1: e-Payment systems save you time, the statement measured average score of 26.15
with 2nd rank.
STATEMENT 3: A digital customer has to be alert security issues when using e-Payment systems,
the statement measured average score of 1.97 with 3rd rank.
62
STATEMENT 4: e-Payment systems can be easily understood and readily adopted, the
statement measured average score of 0.56 with 4th rank.
TABLE 23
Table showing how do respondents feel about overall service quality under digitalization of
bank (HYPOTHESIS TESTING)
H0 : the respondents are not overall satisfied with overall service quality.
H1 : the respondents are overall satisfied with overall service quality.

FACTORS NO. OF RESPONDENTS
Highly dissatisfied 5
Dissatisfied 10
Neutral 8
Satisfied 30
Highly satisfied 7
OBSERVED FREQUENCY
FACTORS OBSERVED EXPECTED (O – E)2 (O – E)2/ E
FREQUENCY FREQUENCY
(O) (E)
Highly dissatisfied 5 12 49 3.76
Dissatisfied 10 12 4 0.33
Neutral 8 12 16 1.33
Satisfied 30 12 324 27
Highly satisfied 7 12 25 2.08
TOTAL 60 34.5
CHI – SQUARE TEST
Level of Significance = 5%
Degree of Freedom = n-r-1
5-0-1 = 4
TABLE VALUE = 9.49
34.5 > 9.49
Therefore, we reject H0 that means the respondents are satisfied with the overall service
quality under digitalization of the bank.
63
6. FINDING
➢ Age group from 18 – 25 are mostly using the digital model of transactions more.
➢ Male respondents are more than female and students are the majority respondents, then
businessman and private sector use the digital mode of transaction more.
➢ Majority of the customers use digital mode for the transaction and are done for mainly
sending money to others, bill payment and shopping.
➢ Most of the customers have savings account in the bank.
➢ Customers came to know about the digital payment mainly from bank and friends.
➢ The customers use mobile app of the bank and majority of the customers make use of digital
payment weekly and only less customers never use it
➢ While using the digital mode the customers use debit/credit card transaction more, then
BHIM UPI is most widely used.
➢ Customers also agree that OTP/PIN used for small transaction make the transaction safe and
secure
➢ Covid – 19 has also made the use of digital transactions more

➢ The convenience and the privacy also make customers satisfy for using digital mode.
➢ Customers are satisfied with the service quality provided by the digitalization of the
banking.
64
7. SUGGESTIONS
➢ E-banking services must be customized based on factors like age, gender, occupation,
and others so that people's demands and requirements can be rewarded appropriately.
➢ Government spending on infrastructure and well-appointed buildings should be
increased. Additional rules force banks to implement their digital products, fostering new
layers of competition.
➢ Banks must be cautious about cyberthreats and should be equipped to deal with them.
Design with user success as the main focus, easily understandable content, reinforced by
demos, and assistance in lowering intimidation.
➢ It is crucial that banks work on more than just having a good website, connecting on
social media, and offering mobile banking, etc.
➢ The bank needs to try to introduce consumers to various offerings by way of
demonstration.
➢ The bank could use more modern methods to increase consumers' feelings of security
when accessing their accounts.
➢ The bank should effectively implement an awareness campaign to increase client
awareness of the online banking service.
➢ Technical errors should be avoided by using experienced experts in the field of
computers to prevent data loss.
65
8. CONCLUSION
With the introduction of digitization and the Digital India Program for better customer
service, the banking sector in India has without a doubt become more competitive, achieving
the objective of a cash-less economy. Cash and paper-based banking is starting to give way to
cashless and paperless banking as a result of banking's digitization. With more people using
smartphones, it is inevitable that the banking industry will go digital to keep up with global
demands. Now, transactions can be completed at unusual times. In the digital banking
platform, certain transactions, like paying bills or regular payments, can be automated. The
convenience of "Anywhere Banking" has also increased the number of customers. People
may check the information on their bank accounts nowadays, pay their bills online, and
transfer money to other accounts all from the convenience of their own homes. The internet
connection is the only prerequisite for this.
Most of the respondents were digitally connected to the bank and most of them were aware of
the bank's digital banking service. The customer believed that using digital banking has
significantly facilitated doing business, although some people were still unsure of its
application.
The introduction of modern technology has altered how banking is performed. The
globalisation of the financial market is being aided by technology. New products and
different distribution methods are being expected more frequently by customers. Banks are
under intense pressure to deliver what customers will need tomorrow. Due to innovation and
the development of new technology, banks now give customers the option to do the work
face-to-face.
66
BIBLIOGRAPHY
➢ Muhammad ridhwan ab. aziz, mohd zalisham jal and others "bibliometric analysis of
literatures on digital banking and financial inclusion between 2014-2020" (2021).
Library Philosophy and Practice (e-journal). 5322.
➢ Santiago Carbo-Valverde, Pedro Cuadros-Solas, Francisco RodriguezFernandez

(2020), “A machine learning approach to he digitalization of bank customers: Evidence
from random and casual forests”, Plos one 15(10), e0240362, 2020.
➢ Tejaswi Bhosale, Vaishnavi Kadam, Sanket Jagtap, “A study on relevance of digitalization on
banking sector”, Advance and innovative Research, 192, 2020.
➢ Ary Bastari, Anis Eliyana, Agus Syabarrudin, Zaniel Arief, Alvin Permana Emur
(2020), “Digitalization in banking sector: the role of intrinsic motivation”, Heliyon 6(12),
e05801, 2020.
➢ Satyendra 2016 Digitalization Process. Retrieved from http://ispatguru.com/digitalizationprocess/
on 23/1/2019
➢ Rajeswari M Shettar, “Digital Banking an Indian Perspective”, IOSR Journal of Economics

and Finance, vol: 10, Issue No: 03, (2019), Pp: 01 -05.
➢ Roman Teichert (2019), “Digital transformation maturity: A systematic review of literature”,

Acta universitatis agriculturae et silviculturae mendelianae brunensis 67(6), 1673-1687, 2019.
67
➢ J Carles Maixe-Altes (2019), “The digitalization of banking: A new perspective from the
European savings banks industry before the internet”, Enterprise and society 20 (1), 159-198-,
2019.
➢ Anjali Khurana (2019), “Digitalization in banking: Convenience versus security threat”,

Proceedings of International Conference on Sustainable Computing in Science, Technology
and Management (SUSCOM), Amity University Rajasthan, Jaipur-India, 2019.
➢ Varda Sardana, Shubham Singhania (2018), “Digital technology in the realm of banking: A
review of literature”, International journal of research in Finance and Management 1 (2), 28-
32, 2018.
➢ Rosego Morakanyane, Audey A Grace, Philip O’Relly (2017), “Conceptualizing

Digital Transformation in Business Organization: A Systematic Review of Literature”, Bled
eConference, 21, 2017.
➢ Karyne B Charbonneau, Alexa Evans, Subrata Sarker, Lena Suchanek (2017), “Digitalization
and inflation: A review of the literature”, Bank of Canada, 2017.
➢ Deepa Joshi, Sapna Parihar (2017), “Digitalization & Customer perception towards the
banking services”, Aweshkar Research Journal 23 (2), 133-141, 2017.
➢ Anthony Rahul Golden, “An Overview of Digitization in Indian Banking Sector”, IndoIranian
Journal of Scientific Research, vol: 01, Issue: 01, (2017), Pp: 209 – 211.
➢ Tommi Laukkanen (2017), “Mobile Banking”, International Journal of Bank Marketing, 2017.
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WEBSITES
www.bankofmaharashtra.in
www.scholar.google.com/ https://en.wikipedia.org/
APPENDIX
The following questionnaire was circulated to collect primary data .
1. Gender : female
Male
Other
2. Age group: Below 20 30 – 40
20-30 40 – 50
69
Above 50
3. Occupation : Student
Business man
House wife Private sector
Public set Other
4. What kind of accounts do you maintain in your bank
Current account Savings account
Recurring deposit account Fixed deposit account
5. Your awareness on digital payment products (can tick more than one):
a. Debit/credit card b. Net banking c. NEFT/RTGS
d. Mobile banking e. BHIM UPI f. mobile wallets
h. Others i. None
6. How did you come to know about digital payments :
a. Banks b. Non-banks c. Friends

d. Advertisement e. News f. Others
7. How do you generally receive the money (most of the time) for your regular
expenses
Cash Cheque Digital mode
70
8. Payments done in the last month (in terms of amount)
Amount of transaction(in Rs.) Mode of Financial Transactions
Below 100 Cheque

Digital v Cash
100 – 200
Digital Cash Cheque
v
200 - 500
Digital Cash Cheque
500 – 2000 Digital Cash Cheque
2000 – 5000
Digital Cash Cheque v
Above 50000 Digital Cash Cheque
9. Purpose of digital transactions done by you (can tick more than one):
Sending money Bill payment Shopping

Booking Tickets Hotel/Restaurants/Petrol pump/Taxi
Payment vide food ordering apps Mobile/TV recharge
Groceries Non-financial (balance checking, ordering cheque book, etc.)
Others
10. Preferred mode of digital payment (can tick more than one)
a. Debit/credit card b. Net banking c. NEFT/RTGS
d. Mobile banking e. BHIM UPI

f. mobile wallets
71
h. Others i. Do not use digital payments
11. What is the reason for using above mode of digital payments
a. Convenience b. Offers & Discounts c. Trust
12. Any hindrance faced while doing digital payments (can tick more than one)
a. Digital transactions take more time / are complex as compared to cash
b. Digital transactions are costly as compared to cash
c. Less trust in digital transaction (unsafe, risky, decline of transaction, etc.)
d. I do not have payment products (cards, wallets) or device (mobile, laptop)
e. Lack of Point of Sale (PoS) machines / QR codes / internet connectivity
f. Uncomfortable/Unfamiliar with digital payments
g. No major problem faced while doing digital payments
13. How often do you change PIN for your debit/credit card/ mobile banking
a. Once in a quarter b. Never changed

c. Change only when prompte by the bank d.
Other frequency (in year)
14. Your opinion about using PIN/OTP for small value transactions
a. Yes, because it makes transactions safe b. No, it is an

inconvenience
15. What for you are the main disadvantages of visiting a bank branch?
72
No disadvantages (I prefer banking in person) v Quality of services
Distance (proximity problem) Dealing

with people
Opening times v Waiting/Queues Other
16. Overall analysis of e-Payment (digital and online payment) systems
STRONGLY AGREE DISAGREE STRONGLY

AGREE DISAGREE
e-Payment systems save
you time and money
e-Payment systems are better

than cash
A digital customer has to be alert
security issues when using e-
Payment
systems
e-Payment systems can be easily
understood and readily adopted
17. Does Covid -19 improve the use of digitalization in bank
Yes No
18. Do you use the mobile app of your bank
v Yes No
19. How frequently do you use e-banking services
v Daily Weekly Monthly
Yearly v Never
20. Do you feel any security problems in mobile banking
73
Yes No
21. what makes you feel unsecured by using banking app
Hacking v Fraud v Identity theft v
v
Money deducted even when the transaction failed v Other
22. What are your reasons for choosing online banking services
RESPONSE Highly satisfied Satisfied Dissatisfied Highly dissatisfied

(4) (3) (2) (1)
Convenience
Safe and secure
Easy to maintain
Low service charge
Privacy
23.What do you feel about overall service quality under digitalization of your bank
v v
Highly dissatisfied satisfied v neutral
v
Satisfied highly satisfied v
74
75

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CONTENTS

NO: CHAPTER PAGE NO:

2 COMPANY PROFILE 19- 32

4 OBJECTIVE, SCOPE, RESEARCH 42-43

5 DATA ANALYSIS AND INTERPRETATION 44 – 66

TABLE TITLE PAGE

16 Table showing main disadvantage of visiting a bank branch 59

23 Table showing overall service quality under digitalization of your bank 66

TABLE TITLE PAGE

1 Figure showing gender of the respondents 44

➢ Schedule Commercial Bank:

• Acceptance of public deposits.

• For investments or lending

• Payable back upon request, lending, or investment

• Withdrawal via a device, such as a check or another type

The goals of nationalisation were as follows:

✓ To break up the ownership and management of banks by a few businesses

• PRIVATE SECTOR BANK

• Regional Rural Banks (RRBs):

Schedule Co-operative Bank:

Examples include Saraswat Co-operative Bank, Burrata Mercantile Co-operative Bank,

Rural Co-optative Banks:

I) State Cooperative Banks

II) Cooperative Banks

III) Primary Agricultural Credit Societies

Combine physical and digital processes:

End-to-end digital banking :

VARIOUS CONCEPTS RELATED TO DIGITALIZATION OF INDIAN BANKS ➢

➢ AUTOMATIC BILL PAYMENTS:

➢ ATM (Automatic Teller Machine) :

➢ Electronic Clearing House (ECS) :

➢ Electronic Funds Transfer (EFT):

➢ Real Time Gross Settlement (RTGS)

➢ Point of Sale Terminal:

FACTORS AFFECTING THE SCOPE OF DIGITAL BANKING IN INDIA

CHALLENGES IN DIGITALIZATION OF INDIAN BANKS ➢

➢ FINANCIAL KNOWLEDGE AND CUSTOMER AWARENESS

➢ It is challenging to protect the data.

Mr.V N Kamble General Manager

Bank Of Maharashtra is a major bank of Maharashtra, India, registered on 16

❖ To serve various societal segments as a dynamic, forward-thinking,

FUNCTIONS OF THE BANK

Ancillary Products provided by the bank

➢ Maha super housing loan schemes

• PMJDY- Pradhan Mantri Jan Dham Yojana

• PMJJPY - Pradhan Mantri Jeevan Jyoti Bheema Yojna

SWOT ANALYSIS OF THE BANK

1.Strong government backing.

2. The NPAs of the bank have been increasing

3. Government has decided not to privatize the bank

1. They can expand more in Rural areas

2. Increase Non-SLR investments to increase profits

3. Make their credit cards profitable

2. New bank licenses

3. Dis-investments by the government

➢ Santiago Carbo-Valverde et al. (2020) “This research applies a machine learning

➢ PR Jeyalakshmi, AS Lakshmi Rani (2019) “Intensive literature on technology

➢ Roman Teichert (2019) This paper’s objective is to precent recent advancements in

➢ According to research by Vijai, C. (2019), artificial intelligence (AI) is a technology

➢ Anjali Khurana (2019) “High-tech banking is today’s banking.” Face-to-face contact

➢ S Venkataganesh, S Chandrachud (2018) “The level of preparation and way of

the success of digital India is dependent on the quality of preparation work in