Yono app

ABSTRACT

In their pursuit to increase customer engagement, Indian banks began providing various
financial tools in the form of digital banking mobile applications, making banking services
available at the fingertips. India's largest retail bank. the State Bank of India (SBI), has
introduced several financial tools in its YONO (You Only Need One) app, making it one of
the most sought-after mobile apps from any Indian bank. This research article uses
descriptive research qualitative methods to explore how SBI went through a digital
makeover, making banks use fintech tools to provide financial tools far beyond banking,
providing a win-win situation to both banks and their customers. Findings and suggestions
from this study can help SBI, in particular, and other Indian banks in general, to build better
business strategies to be close with its customers.

SBI also offers a range of investment options, including mutual funds. fixed deposits,
and recurring deposits. Customers can invest in these options directly from the app, and
monitor their investments with ease. The platform also provides insurance options, including
life insurance and health insurance.

In addition to banking and financial services, YONO SBI has a shopping section that
enables customers to purchase a range of products from over 14,000 brands. The platform
offers exclusive discounts and cashback offers for SBI customers, making it a popular choice
for online shopping.

One of the key advantages of YONO SBI is its ability to provide personalized
recommendations and insights to customers. The app uses artificial intelligence and machine
learning algorithms to analyze a customer's banking behavior and offer suggestions for
personalized investment options and financial products.

Overall, YONO SBI is a comprehensive digital banking platform that offers a wide
range of services and features to simplify the banking experience for customers. It has
quickly become a popular choice among SBI customers in India and continues to evolve with
new features and services.
CHAPTER 1
1.1 INTRODUCTION
In India, banking industries has elaborated various financial rearrangements that
would create a shift from all the traditional banking to digitalized banking services to
gratify the customer's requirement. Mobile banking increasing rapidly in India because
customers find it more easy and comfortable way for doing banking transactions. Thus,
digitalized banking services has taken a step further in its digital platform through
applications to access account information and other services provided by banks. This
type of digitalized banking services will diminish branch level transaction and in due
course of time it will make ease for customer services pressure, thus declines the
operating cost for banks. SBI provides a lot of applications which provide banking
services to customers as per their requirements. These applications can be downloaded to
the smart phones from app store and are free to experience the freedom to access
anywhere anytime the banking service. SBI has several applications for their customers
for ease transactions such as SBI ANYWHERE, SBI-E-PAY, SBI- QUICK SBI
BUDDY, and YONO. YONO is the latest application of SBI where the user's savings
bank account can be opened digitally using new YONO app and Portal SBI YONO is
new app launched by state bank of India.

SBI YONO is claimed to be a first integrated lifestyle and digital banking

application. The acronoym for YONO IS "YOU ONLY NEED ONE" SBI YONO will
help you to in making payment for all lifestyle expenses starting from booking and
renting cabs to entertainment and dining, travel, and medical everything is covered by
YONO. It provides the customers for banking activities, getting loans also. For the
availability of this app the customers must have an SBI account for using this app.

The user can login ATM cards as well he/she needs to keep their registered
mobile number with him as OTP would be sent on that number. These help the
customers to use without even cards. YONO aims to be a one stop solution for banking,
lifestyle insurance, investment, and shopping needs. There are a number of things that
can be done through this app including applying the loans, openings a savings account
even shopping online. Many of SBIs and its subsidiary provides financial products
offerings such as SBI cards, SBI caps, SBI mutual funds, SBI general and will also be
able to integrate into YONO app. Users the app will also be able to apply loans, auto
salaries etc.

Apart from this YONO can be used for funds transfer and even to get a loan/
overdraft against your fixed deposits. YONO is a one of a digital banking platform and
offers a range of customized products including offers. YONO SBI is designed to
provide a personalized and seamless banking experience to customers. It uses advanced
technologies such as artificial intelligence, machine learning, and biometric
authentication to ensure that customers can carry out transactions and access services in a
secure and efficient manner.
The platform has gained significant popularity in India, with over 35 million
registered users as of September 2021. YONO SBI has received numerous awards and
recognitions for its innovative approach to banking, including the Best Mobile Banking
App award at the Global Business Outlook Awards 2021 and the Best Digital Bank
award at the ET BFSI Innovation Tribe Awards 2021.
YONO SBI represents a major step forward in the digitization of banking
services in India. It offers customers a convenient, secure, and personalized way to
access banking services, and is likely to play an increasingly important role in the
banking sector in India and beyond.
1.1 STATEMENT OF THE SBI YONO APP
 Today SBI bank provides lot of services to their customer. SBI have launched
a new app YONO (You Only Need One) it is necessary to study whether all
the banking customers especially SBI bank account holders are aware of the
SBI YONO.
 The study is attempted to analyse how much SBI bank account holders have
awareness towards the YONO offered by SBI and its satisfaction among the
users.
 With the help of the YONO app, you can easily generate your SBI account
statement by using its internet banking and mobile banking platforms.
 These online account statements can be generated for a specific range of
dates, or they may be for any month and year and can be viewed online,
printed, or saved as an Excel or PDF file.
1.1SCOPE OF THE STUDY

The study was confined only to customers of SBI bank account. This study an attempt was
created to communicate the uses and benefit of using YONO SBI app among the customers.

1. User experience: A study could assess the overall user experience of the YONO SBI
app, including ease of use, navigation, and satisfaction levels.
2. Customer adoption: The study could investigate the rate of adoption of the YONO
SBI app among existing and potential customers of the State Bank of India.
3. Service offerings: The study could explore the range of services offered by the YONO
SBI app, including banking, investment, and insurance services.
4. Usage patterns: The study could examine usage patterns of the YONO SBI app,
including frequency and duration of use, and which services are most frequently used.
5. Security and privacy: The study could evaluate the security and privacy features of
the YONO SBI app, such as data encryption, two-factor authentication, and
compliance with regulatory requirements.
6. Security and privacy: The study could evaluate the security and privacy features of
the YONO SBI app, such as data encryption, two-factor authentication, and
compliance with regulatory requirements.
7. Comparison with competitors: The study could compare the YONO SBI app with
other digital banking platforms in terms of user experience. service offerings, and
customer adoption rates.
1.3 SIGNIFICANCE OF THE STUDY

SBI YONO is more useful to their customers. It is a digital platform to users. It helps
the customers to do their transactions within their phones at any time, at anywhere. Enable
users to access a variety of financial and other services such as online shopping, bookings etc.
This study an attempt was created to communicate the uses and benefit of using YONO SBI
app among the customers.

1. The app allows you to manage your banking and financial activities from your mobile
device, without having to visit a bank branch or ATM.
2. The app provides a range of banking and financial services, including account
management, bill payments, credit card management, and more.
3. The app uses advanced security measures to protect your personal and financial
information.
4. The app has a user-friendly interface and is easy to navigate.
5. The app is available in multiple languages, making it accessible to a wider range of
users.
6. The app provides access to exclusive offers and discounts from various merchants and
partners.
1.4 OBJECTIVES OF STUDY

YONO (You Only Need One) is an integrated digital banking platform offered by
State Bank of India (SBI) to enable users to access a variety of financial and other
services such as flight, train, bus and taxi bookings, online shopping, or medical bill
payments.

1. To make suggestions and recommendations based on end-user experience and

requirements.
2. To know customer awareness about SBI YONO.
3. To ascertain users level of satisfaction with SBI YONO.
4. Transaction facility of SBI YONO.
5. Complete paperless transactions.
6. Get overdraft facility against fixed deposit.
7. An instant account opening from anywhere.
8. Unified App for Lifestyle Expense and Banking.
9. SBI YONO provides the largest range of products and services on the move. This app
is designed for a unified and seamless experience.
1.5LIMITATIONS

YONO SBI (You Only Need One State Bank of India) is a digital banking platform
offered by the State Bank of India (SBI) that allows customers to access various banking
services, including account management, bill payments, fund transfers, and more, using a
single mobile application. While the YONO SBI platform offers several benefits to
customers, there are some limitations to consider, including:

Limited availability:

 The YONO SBI platform is currently only available to SBI customers in

India, limiting its accessibility to a global audience.

Connectivity issues:

 The YONO SBI platform requires a stable internet connection to access its
features, which may be an issue in areas with poor network coverage or
during periods of high network congestion.

Technical glitches:

 Like any other digital platform, YONO SBI may experience technical
glitches, bugs, and errors, which can impact the platform's functionality
and user experience.

Security concerns:

 While YONO SBI is a secure platform that uses encryption and other
security measures to protect user data, there is always a risk of data
breaches, hacking, and other cyber security threats

Limited services:

 While YONO SBI offers a wide range of banking services, there may be
some limitations in terms of the types of transactions that can be conducted
through the platform.
 Limited cash withdrawal :

 while YONO SBI allows users to check their account balance and transfer
funds, it does not provide the option to withdraw cash. This can be
limitation during the COVID-19 pandemic. where cashless transactions are
encouraged, but cash is still needed for essential purchases.

In summary, YONO SBI has its limitations, especially during the COVID-19 Pandemic, but
it remains a useful tool for user to perform financial transactions and access a range of
banking and non-banking services.
 CHAPTER 2

REVIEW OF LITERATURE
2.1 CONCEPTUAL REVIEW

SBI Provides many types of mobile banking services to their customers Mobile banking
is a service provided by a bank or other financial institution that allows its customers to
conduct financial transactions remotely using a mobile device such as a smartphone or tablet.
Unlike the related internet banking it uses software, usually called an app, provided by the
financial institution for the purpose. Mobile banking is usually available on a 24-hour basis.
Some financial institutions have restrictions on which accounts may be accessed through
mobile banking, as well as a limit on the amount that can be transacted. Mobile banking is
dependent on the availability of an internet or data connection to the mobile device.

Transactions through mobile banking depend on the features of the mobile banking app
provided and typically includes obtaining account balances and lists of latest transactions,
electronic bill payments, remote check deposits, P2P payments, and funds transfers between a
customer's or another's accounts. Some apps also enable copies of statements to be
downloaded and sometimes printed at the customer's premises. Using a mobile banking app
increases ease of use, speed, flexibility and also improves security because it integrates with
the user built-in mobile device security mechanisms.

From the bank's point of view, mobile banking reduces the cost of handling transactions
by reducing the need for customers to visit a bank branch for noncash withdrawal and deposit
transactions. Mobile banking does not handle transactions involving cash, and a customer
needs to visit an ATM or bank branch for cash withdrawals or deposits. Many apps now have
a remote deposit option; using the device's camera to digitally transmit cheques to their
financial institution. The digital banking software is a one-stop banking, lifestyle. savings,
savings and shopping require solutions from State Bank of India (SBI). Various steps may be
taken with this tool, including loan application, instant opening of a savings account or even
online shopping.
2.2 YONO CASH

YONO cash is a feature of the 'YONO SBI app where we can withdraw money
from SBI ATMs without using ATM/Debit card. YONO cash is a feature attached to the
YONO SBI application which can be found under the head of YONO pay. It is very simple
and safe to use anyone who uses smartphone can the money, we will need to visit a SBI ATM
and not any other ATM.

The SBI ATMs with the YONO cash facility are known as the 'YONO CASH
POINT To avail YONO Cash we must have SBIs internet banking facility (INB) and YONO
SBI app

PROCESS OF USING YONO APP

STEP 1: first log into SBI YONO app

STEP 2: now use the internet banking option for the registration process or user. Can even
after enter their account details.

STEP 3: Enter the account details including your ATM card number, followed by ATM PIN
and click on “submit “button. SBI claims that they use the best data security mechanism to
ensure customer information is not compromised SBI claims that they use the best data
security mechanism to ensure customer information is not compromised like every banking
app YONO is designed to provide all banking services with complete.
2.2 EMPIRICAL LITERATURE

1. Husis-fin-lin (2011), This study proves that the new technological improvements in
banking services like mobile banking have improved to a great extent which promotes the
customers to follow the new banking services like mobile banking. The results of this study
states that some of the advantages of mobile banking helped the customers to accept the
mobile banking services provided by the banks.

2. Prerna Sharma (2012), this study was conducted on mobile banking in India; barriers in
adoption and services preferences. He revealed in his study mobile in his study mobile
banking is growing yet there are numbers of issue and threats in mobile banking system and
the major problem of mobile banking is its non-adoption by the customers and also research
focuses on the barriers in adoption of mobile banking. It further focuses preferred service by
the mobile banking customers and influence of demographic variable on mobile banking
service adoption. A cross-section descriptive design was adopted and data collected was
subject to product moment correlation, one way KolmogorovSimonov test and frequency
analysis. Finally, this study suggest that customers security concern is the major barrier in
adopting mobile banking services are concern balance check tops, as customers prefer
information-based services rather than financial services provided by the bank.

3.Dr. Rejikumar G &Sundaram ani Ravindran D (2012), in the journal of internet

banking and commerce studied about the factors affecting the prolongation decision of the
early adopter of mobile banking services The study proved that after choosing the new
technology, the customer find satisfaction in the quality framework of the service.

4. Martin kweyu (2013), this study attempts on factor analysis of customers perception of
mobile banking services in Kenya. In this study investigated factors that influence the
adoption of mobile banking service in Kenya. In particular we have shown empirically that
the influence of the intervening demographic factors and the consumer perception may have
differential impact in emerging markets compared to developed market situations. This study
results indicated that there was no significant difference in the perception of ease of use
between genders in the decision The major findings of the study will therefore provide the
financial industry with a better understanding of the factors underlying consumer adoption of
mobile banking services.
5. Preeti Singh (2013), the study finds out that there are several problems applicable to
mobile banking services. According to this study from customer's point of view security,
standard of service provided by banks. Mobile operations are some of the analytical issues or
challenges faced by mobile banking in India.

6. Mahmoud Jasim (2014), this study conducted on the factor influencing customer usage of
mobile banking services in Jordan. This current study seeks to determine the factors that
affect the acceptance of the mobile banking the viewpoint of customers. These factors are
divided into two factors that drive customers to use mobile banking services. The major
finding provided support for the model of the study. The design and development of this
questionnaire was based on an initial pre-tested survey distributed to a sample consisting of
(56) Jordan Banks. Finally, this study results are acceptable as the members. All the
hypothesis regarding the impact of the factors I included in the study on usage of mobile
banking was supported and hypothesis of the study have been accepted, indicating the
positive impact of the motivating factors on the usage of mobile banking services.

7. Lalitha Balakrishnan (2016), this study also revealed on factors affecting mobile banking
service -An empirical study on adoption of mobile banking mode of services. Presently the
internet technology has brought the third revolution to this world. The banking sector has
been upgrading their services with the use of technology from time to time like introducing
the ATM Automated Teller Machine which took more than a decade to get popular and the
phone and net banking took half the time of ATM. In this study identifies mobile banking
technology which is the third era of technology of banking sector after phone and net banking
and comparatively its growth is phenomenal when compared to the first two eras. Even in
India the mobile banking is growing fast because of the world's largest subscriber base in
mobile sector after China.

8. Nidhi Singh & Neena Sinha (2016), this study is concerned with mobile banking which
states that the banking sector must create more consciousness to the customers regarding the
banking services provided by the banks. This study also reflects the alteration of the
traditional method of transaction used by the customers by adding mobile banking services.

9. Suresh (2017), this study focused on changing consumer behavior for mobile banking
services in India. Mobile banking is the latest and most innovative service offered by the
banks. The purpose of the study is to investigate determinants of mobile banking adoption
based on an individual's benefits and costs of adopting mobile banking. The main factors that
determine the customer satisfaction of mobile banking in India are security, efficiency, cost
effectiveness, easy demand fulfilment and correctness in results. It aims to analyze the
customer satisfaction of mobile banking through these factors. Mobile banking is one of the
alternatives in e-channels available to customers for quick and efficient of service at any time
of the day and from anywhere to use Banks can also use to unable the banking for increasing
the efficiency of their staffs creates a platform. Finally, this paper an endeavor has been made
to explore the customer satisfaction of the new electronic payment service as mobile banking
and the factors influencing the adoption of mobile banking services.

10. Alalwan et al. (2017) examined the factors influencing the adoption and use of mobile
banking apps by customers in the banking sector. They found that perceived usefulness,
perceived ease of use, security and privacy, trust, and social influence were important factors
influencing the adoption and use of mobile banking apps.

11. Singla and Gupta (2018) investigated the adoption and use of mobile banking apps in
India. They found that perceived usefulness, ease of use, security and privacy, and trust were
important factors influencing the adoption and use of mobile banking apps in India.

12. Simplice A Asongu and Nicholas M Odhiambo (2019), A study that enquiry into
relationship between mobile banking and inclusive development that includes quality of
growth in equality and poverty.

13. A study by Madaan and Ahuja (2019) investigated the factors influencing the adoption
and use of mobile banking apps among Indian consumers. They found that perceived
usefulness, perceived ease of use, and trust were important factors influencing the adoption
and use of mobile banking apps.

14. A review of literature by Hu and Liu (2020) investigated the impact of mobile banking
apps on customer experience in the banking sector. They found that mobile banking apps had
a positive impact on customer experience and that the perceived value of the apps played a
significant role in shaping customer experience

15. A study by Rishabh et al. (2020) investigated the factors influencing the adoption of
digital banking services among Indian customers. They found that perceived usefulness, ease
of use, and perceived trust were important factors in determining customers' intention to
adopt digital banking services.
 CHAPTER 3

INDUSTRY AND BANK PROFILE

3.1 INDUSTRIAL PROFILE

STATE BANK OF INDIA

The banking industry in India today comprises of 27 public sectors, 31 private banks
and 29 foreign banks. The Indian banking sector is headed for consolidation. The presence of
many regional players will see few banks emerging as global competitors.

Moreover, the likely rise in interest rates will be bank margins under pressure. Treasury
gains may within the current scenario. Bank profit in future may again be driven by core
income.

Indian banking industry in general and SBI in particular has positioned itself to take
advantage of such economic growth, India is likely to achieve. SBI is an Indian multinational,
Public Sector banking and financial services company. SBI is one of India's major banks and
is an industry leader in terms of size, business sector promotion and initiatives for the
progress and economic enhancement of the Indian economy.

SBI is entering into many new businesses with strategic tie ups – pension funds, General
Insurance, Custodial Services, Private Equity, Mobile Banking. Point of Sale Merchant
Acquisition, Advisory Services, organized items and so on every one of these activities
having a massive potential for development. SBI is moving forward with forefront innovation
and imaginative new saving money models, to strengthen its presence and widen its client
base. The bouquet of services provided by SBI includes Personal Banking, International,
Banking, Agriculture /Rural and Corporate Banking, SME, Government Business and
Domestic Treasury. SBI is a universally acknowledged regional banking giant and has 20%
market share in deposits and loans among Indian commercial banks.
3.2 COMPANY PROFILE
 The State Bank of India (SBI) is an Indian multinational, public sector banking and
financial services statutory body. It is a government corporation statutory body headquarters
in Mumbai, Maharashtra. SBI is ranked as 216th in the Fortune global 500 list of the world's
biggest corporation of 2018. It is the largest bank in India with a 23% market shares in assets,
beside a share of onefourth of the total loan and deposits market.

The bank descends from the Bank of Calcutta, founded in 1806, via the imperial bank of
India, making it the oldest commercial bank in the Indian subcontinent. The bank of madras
merged into the other two "presidency banks" in British India, the bank of Calcutta and the
bank of Bombay, to form the imperial bank of India, which in turn became the state bank of
India in 1995.

The government of India took control of the imperial bank of India in 1995, with
reserve bank of India (India's central bank) taking a 60% stake, renaming it the State Bank of
India. The State Bank of India's having the very big brand name within the country it is the
main bank of India. Now, while expanding its services the SBI has also entered in the
insurance sector with name of SBI Life insurance. This is sufficient in itself that when other
banks are using the various mergers to be competitive with SBI while entering into insurance
sector, the SBI decided to walk alone in the very vast competitive and risky sector of
Insurance.

The State Bank of India is one of the very pre-established banks in India and is the
only bank in India which is having collision with the western union money transfer, which is
having collision with the responsibility of cash transfer worldwide in between several
countries.

The social profile of State Bank of India has also grown up in the Rewa city and the
reason behind this is the several of social schemes by the bank itself, which includes "Clean
rewa Green rewa campaign" in 2003, in which around 30000 plants had been planted and
conserved in the surveillance of State Bank Of India.

The organization of several of the events in Rewa itself which introduces the common
public to the banking system and even to the services of State Bank of India. Truly speaking
in the State bank of India is having the similar name and fame in banking sector as LIC is
having in Insurance and TATA is having in automobiles and steel in India.
 The purpose of comparison is not to bring the moral down of others but it is retrospect
the leaders of their prospective fields and undoubtedly The State Bank of India is the market
leader when it is about Banking.

SBI has a broad range of customers, including individuals, small and medium- sized
enterprises, large corporates, and government entities. The bank offers a range of customized
products and services to meet the unique needs of each customer segment.

SBI has a strong retail banking business, which includes products and services such as
savings accounts, fixed deposits, personal loans, home loans, and credit cards. The bank also
has a significant presence in the agricultural sector, providing credit and banking services to
farmers and rural communities.

SBI has a robust risk management framework in place to manage its credit. market,
and operational risks. The bank has a centralized credit processing system, which enables it to
maintain consistent underwriting standards and manage credit risk effectively.

SBI has a well-established brand, which is recognized globally. The bank has
received various awards and recognitions for its performance, including being named the
"Best Bank in India" by Euromoney magazine in 2021.

SBI has a strong corporate governance framework, which is overseen by an

independent board of directors. The bank is committed to transparency and accountability in
its operations and regularly discloses information to its stakeholders.

In conclusion, SBI is a well-established financial institution in India, with a broad

range of customers, a strong retail banking business, and a robust risk management
framework. The bank is recognized for its brand and performance and is committed to
transparency and accountability in its operations.
 CHAPTER 4

RESEARCH METHODOLOGY
4.1 RESEARCH DESIGN

4.1.1 Nature of study

The study is in descriptive cum analytical in nature

4.1.2 Nature of data

The data is collected from primary and secondary sources.

4.1.3 Sources of the study

The primary data is mainly collected from questionnaire and secondary data is from articles
and websites.

4.2 SAMPLE DESIGN

4.2.1 NATURE OF POPULATION

The primary data is collected from teachers and students who mainly SBI bank account, and
the population is infinite.

4.2.2 SAMPLE UNIT

The sample unit is the teachers and students of the Sree Abiraami Arts and Science College
for Women keelalathur.

4.2.3 METHOD OF SAMPLING

Purposive sampling method is used.

4.2.4 SIZE OF SAMPLE

Sample size of the study is 100.

4.3 TOOLS FOE ANALYSIS

Statistical tools like percentage analysis, weighted mean, tables and diagrams are used for the
analysis.
 CHAPTER 5

DATA ANALYSIS

AND

INTERPRETATION
Table 5.1 showing gender wise classification of respondents

GENDER RESPONSES PERCENTAGE

Male 85 70%
Female 15 30%
Total 100 100%
( Source :Primary data)

INTERPRETATION

From the above table gender wise classification of respondents. It reveals that 70% of the
respondents are male and 30% of respondents are female.
Figure 5.1 showing gender wise classification of respondents

80

70
70

60

50
Column1
40 Series 2
Series 1
30
30

20

10

0
Category 1 female
Table 5.2 Showing age wise classification

AGE NO OF RESPONDENTS PERCENTAGE

20-30 39 58%

30-40 25 22%

40-50 30 8%

50-60 6 12%

TOTAL 100 100%

(source: primary data)

INTERPRETATION

From the above table age wise classification of respondents. It reveals that 58% of the
respondents aged between 20-30, 22% of the respondents aged between 30-40, 12% of the
respondents aged between 50-60, and 8% of the respondents aged between 40-50.
Figure 5.2 showing age wise classification

8%

12%

20-30
30-40
40-50
50-60
58%
22%
 Table 5.3 showing educational qualifications of respondents

Particulars Frequency Percentage

Under Graduate 50 50%

PG 36 36%

PhD 10 10%

Post - doctoral 2 2%

M.Phil. 2 2%

Total 100 100%

(Source: Primary Data)

INTERPRETATION

From the above table it reveals that 50% of respondents were doing/completed their
graduation, 36% were doing / completed their PG, 10% completed/ doing PHD, 2% were
qualified postdoctoral degree and 2% were qualified M. Phil.
Figure 5.3 showing educational qualification of respondents

60%

50%

40%

30%

20%

10%

0%
under graduate PG PhD Post-doctoral M.Phill
Table 5.4 Showing occupation respondents

PARTICULARS FREQUENCY PERCENTAGE

Students 50 50%

Teachers 50 50%

Total 100 100%

INTERPRETATION :

From the above table it is clear that 50% of the respondents are students and
50% of the respondents are teachers .
Figure 5.4 Showing occupations of respondents

60%

50% 50%
50%

40%

30%

20%

10%

0%
students teachers
Table 5.5 Showing the monthly income of the respondents

PARTICULARS RESPONSE PERCENTAGE

BELOW 1000 24 24%

1000-3000 16 16%

3000-6000 24 24%

6000-9000 16 16%

9000-12000 10 10%

12000-15000 10 10%

TOTAL 100 100%

INTERPRETATION:

From the above table it is clear that 24% respondents have a monthly income of
below 1000, 16% of respondents have a monthly income between 1000-3000, 24% have a
monthly income between 3000-6000,16% have a monthly income between 6000-9000, 10%
having monthly income between 9000-12000and 10% having monthly income between
12000-15000.
Figure 5.5 Showing the monthly income of the respondents

16% 16%

10%

24%

10%

24%
Table 5.6 showing type of account maintained by the respondents

PARTICULARS RESPONSE PERCENTAGE

Savings account 84 84%

Current account 12 12%

Fixed deposit account 4 4%

TOTAL 100 100%

INTERPRETATION:

From the above table it reveals that 84% respondents maintain savings bank account and 12%
respondents maintain current account and 4% of the respondents maintain fixed deposit
account.
Figure 5.6 Showing type of account maintained by the respondents

savings account current account fixed deposit account

12%

4%

84%
Table 5.7 Showing respondents on usage of net banking

Particulars Frequency Percentage

Yes 90 90%

No 10 10%

TOTAL 100 100%

INTERPRETATION:

From the above table Out of 50 respondents 90% of the respondents are doing
net banking and 10% of them are not doing net banking.
Figure 5.7 Showing respondents on usage of net banking

100%
90%
90%

80%

70%

60%

50%

40%

30%

20%
10%
10%

0%
yes no
Table 5.8 Showing reliability of internet banking of SBI

PARTICULARS FREQUENCY PERCENTAGE OF

RESPONSE
Strongly disagree 54 54%

Agree 38 38%

Neutral 8 8%

Disagree 0 0%

Strongly disagree 0 0%

Total 100 100%

INTERPRETATION :

From the above table 54% of the respondents strongly agree that SBIs net
banking facility is very reliable and 38% of the respondents are agree that the
net banking facility of SBI is reliable and 8% of the respondents have neutral
opinion.
Figure 5.8 Showing reliability of internet banking of SBI
strongly agree agree neutral disgree strongly disagree

8%

38% 54%
Table 5.9 Showing opinion about registration process of net banking

PARTICULARS FREQUENCY PERCENTAGE

Strongly agree 6 6%

Agree 26 26%

Neutral 22 22%

Disagree 28 28%

Strongly disagree 18 18%

TOTAL 100 100%

INTERPRETATION:

From the above table 6% of respondents strongly agree that registration process
of internet banking is complex and difficult to understand, 26 agrees that the
registration process of internet banking is complex and difficult to understand,
22% of respondents have neutral opinion, 28% of the respondents say that the
registration process is easy and 18% respondents say that the registration
process is very easy.
Figure 5.9 Showing opinion about registration process of net banking

neutral agree strongly agree strongly disagree disagree

28% 22%

26%
18% 6%
Table 5.10 Showing opinion about the time taken for the net banking
registration

PARTICULARS FREQUENCY PERCENTAGE OF

RESPONDENTS
Yes 70 70%

No 26 26%

Don’t know 4 4%

TOTAL 100 100%

INTERPRETATION :

From the above table 70% of the respondents say that the registration
process of internet banking/net banking can be done within a day. 26% of the
respondents say that the net banking registration cannot be done within a day
and 4% respondents have no knowledge about the time.
Figure 5.10 Showing opinion about the time taken for the net banking
registration

80%
70%
70%

60%

50%

40%

30% 26%

20%

10%
4%
0%
yes no don’t know
Table 5.11 Showing awareness of respondents on SBI YONO app

PARTICULARS FREQUENCY PERCENTAGE

Yes 100 100%

No 0 0%

TOTAL 100 100%

INTERPRETATION:

From the above table 100% of respondents are aware about SBI YONO
application.
Figure 5.11 Showing awareness of respondents on SBI YONO app

no
yes

100%
Table 5.12 Showing transactions through SBI YONO app

PARTICULARS FREQUENCY PERCENTAGE

YES 68 68%

NO 32 32%

TOTAL 100 100%

INTERPRETATION:

From the above table 68% of the respondents have transferred money
using SBI YONO app and 32% does not transferred money through YONO.
Figure 5.12 Showing transaction through SBI YONO app

no yes

32%

68%
Table 5.13 Showing awareness about YONO app features

PARTICULARS FREQUENCY PERCENTAGE

YES 86 86%

NO 14 14%

TOTAL 100 100%

INTERPRETATION:

From the above table 86% of the respondent knows that they can
check their savings accounts balance and transactions at any place at any time
using YONO app and 14% were not aware about it.
Figure 5.13 Showing awareness about YONO app features

14%

86%
Table 5.14 Showing response on YONO Cash point / Enabled ATM

PARTICULARS FREQUENCY PERCENTAGE

Yes 62 62%

No 38 38%

Total 100 100%

INTERPRETATION :

From the above table 62% of respondents have seen YONO cash point or
enabled ATM and 38% have not seen YONO cash point/enabled ATM.
Figure 5.14 Showing awareness on YONO cash point / enabled ATM

38%

62%
Table 5.15 Showing awareness on YONO Cash feature provided by State
Bank of India

PARTICULARS FREQUENCY PERCENTAGE

YES 72 72%

NO 28 28%

TOTAL 100 100%

INTERPRETATION :

From the above table 72% of respondents are aware about YONO cash
feature provided with YONO SBI app and 28% of respondents are not aware.
Figure 5.15 Showing awareness on cash featured provided by SBI

NO YES

28%

72%
Table 5.16 Showing Easiness of transaction of money through SBI YONO
app

PARTICULARS FREQUENCY PERCENTAGE

Strongly agree 52 52%

Agree 42 42%

Neutral 6 6%

Disagree 0 0%

Strongly disagree 0 0%

TOTAL 100 100%

INTERPRETATION :

From the above table 52% of respondents strongly agree that it is

easy to transfer money from one bank account to another through SBI YONO
app, 42% agrees and 6% of respondent's neutral opinion.
Figure 5.16 Showing Easiness of transaction of money through SBI YONO
app

strongly agree agree neutral disagree strongly disagree

6%

52%
42%
Table 5.17 Showing understandability and readability of contents on SBI
YONO app

PARTICULARS FREQUENCY PERCENTAGE

Strongly agree 20 20%

Agree 60 60%

Neutral 18 18%

Disagree 2 2%

Strongly disagree 0 0%

TOTAL 100 100%

INTERPRETATION:

From the above table 60% of respondents agree that it is easy to

understand and read the contents of the SBI YONO app, 20% strongly agrees
that it is easy to understand and read the contents of the SBI YONO app, 50%
have neutral opinion and 2% say that it is not easy to understand and read the
contents of the SBI YONO app.
Figure 5.17 Showing understandability and readability of contents on SBI
YONO app

Series 1
70%
60%
60%

50%

40% Series 1

30%
20% 18%
20%

10% 2%

0% 0%
strongly agree agree Neutral disagree strongly disagree
Table 5.18 Showing awareness about the functions of YONO app like ATM
application, blocking, Request for Cheque etc.

PARTICULARS FREQUENCY PERCENTAGE

yes 82 82%

No 18 18%

TOTAL 100 100%

INTERPRETATION:

From the above table 82% of respondents aware on that they can apply.
block debit/ATM and cheque book through YONO SBI without visiting the
branch. And 18% were not aware.
Figure 5.18 Showing awareness about the function of YONO app like ATM
application, Blocking, Request for Cheque etc.

no yes

18%

82%
Table 5.19 Showing awareness of the respondents about creating fixed
deposits, mutual fund etc. using YONO app

PARTICULARS FREQUENCY PERCENTAGE

YES 74 74%

NO 26 26%

TOTAL 100 100%

INTERPRETATION:

From the above table 74% of respondents know that they can create fixed
and recurring deposits and invest in mutual fund and purchase insurance
policies using SBI YONO app without visiting the branch. And 26% of
respondents are not aware about it.
Figure 5.19 Showing awareness of the respondents about creating fixed
deposits / recurring deposits, mutual funds using YONO app

no yes

26%

74%
Table 5.20 Showing satisfaction 0n SBI YONO app

Options Highly satisfied neutral dissatisfied Highly

satisfied dissatisfied
Speed 50 35 15 0 0

Security 35 45 20 0 0

Application 55 25 20 0 0
colourful

Registration 50 46 2 2 0
process

Reliability 48 48 0 2 2

Highly satisfie neutr dissatisfi Highly tota averag Ran

satisfie d al ed dissatisfi l e k
d ed
Speed 150 60 15 0 0 225 4.5 1

security 75 100 30 0 0 205 4.1 5

Applicati 150 40 30 0 0 220 4.4 2

on
colourful

Registrati 200 96 6 4 0 216 4.32 2

on
process

reliability 115 92 0 4 2 213 4.26 5

INTERPRETATION:

From the above table shows the average satisfaction of various aspects of
YONO. It reveals that the average satisfaction of transactions speed is 4.5,
security 4.1, application 4.4, registration is 4.32, reliability 4.26 and average
satisfaction of transactions speed is higher i.e 4.5 among other aspects.

Figure 5.20 Showing the satisfaction of respondents on SBI YONO app

 4.6

4.5
4.5
4.4
4.4
4.3 4.32
4.26
4.2

4.1 4.1

3.9

3.8
speed security application registration process reliability

Table 5.21 awareness about different usage of YONO app like recharge ,
bill payment etc.,
 PARTICULARS FREQUENCY PERCENTAGE

YES 84 84%

NO 16 16%

TOTAL 100 100%

INTERPRETATION:

From the above table 84% of the respondents are aware that they can
book tickets for travel and tour, Hotels, pay bills, recharge mobile phone
number and shop through YONO SBI and 16% are not aware about it.

Figure 5.21 awareness about different usage of YONO app like recharge ,
bill payment etc.,
 no yes

16%

84%

Table 5.22 showing response speed of SBI YONO app is fast

 PARTICULARS FREQUENCY PERCENTAGE

Strongly agree 60 60%

Agree 30 30%

Neutral 10 10%

Disagree 0 0%

Strongly disagree 0 0%

TOTAL 100 100%

INTERPRETATION:

From the above table 60% of respondents strongly agree that response
speed of SBI YONO is fast, 30% of respondents agree that response speed of
SBI YONO is fast, 10% of neutral opinion.

Figure 5.22 Showing response speed of SBI YONO app is fast

 70%

60%
60%

50%

40%

30%
30%

20%

10%
10%

0% 0%
0%
strongly agree agree neutral disagree strongly disagree

Table 5.23 Showing safety of information on YONO

 PARTICULARS NO RESPONSE PERCENTAGE

yes 72% 72%

no 0 0%

Don’t know 28% 28%

Total 100 100%

INTERPRETATION :

From the above table 72% of respondents consider that information given
in YONO SBI app are safe, 28% have no idea about the safety of information
that they give in SBI YONO app.

Figure 5.23 Showing safety of information on YONO

 80%

70%

60%

50%

40%

30%

20%

10%

0%
YES NO DON'T KNOW

Table 5.24 Showing adequacy of security feature of SBI YONO app

 PARTICULARS FREQUENCY PERCENTAGE

Strongly agree 40 40%

Agree 44 44%

Neutral 16 16%

Disagree 0 0%

Strongly disagree 0 0%

TOTAL 100 100%

INTERPRETATION:

From the above table 44% of respondents agree that security features of
YONO SBI app is adequate, 40% strongly agree that security features of YONO
SBI app is adequate, 16% neutral opinion.

Figure 5.24 Showing adequacy of security feature of SBI YONO app

 strongly agree agree neutral disagree strongly diagree

16%

40%

44%

Table 5.25 Safety of online transaction through YONO

TYPE OF RESPONSE NO OF RESPONSE PERCENTAGE OF
RESPONSE
Strongly agree 54 54%

Agree 30 30%

Neutral 16 16%

Disagree 0 0%

Strongly disagree 0 0%

TOTAL 100 100%

INTERPRETATION:

From the above table 54% strongly agrees that it is safe to use online
transaction through SBI YONO app, 30% agrees that it is safe to use online
transaction through SBI YONO app, 16% have neutral opinion.

Figure 5.25 Showing safety of online transaction through YONO

 60%
54%

50%

40%

30%
30%

20% 16%

10%
0% 0%
0%
STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY
DISAGREE

Table 5.26 Showing awareness of respondents NEFT/ RTGS transactions

on SBI YONO app
 PARTICULARS FREQUENCY PERCENTAGE

yes 100 100%

No 0% 0%

TOTAL 100% 100%

INTERPRETATION:

From the above table 100% of respondents are aware about NEFT/RTGS
transactions on SBI YONO application.

Figure 5.26 showing awareness of respondents NEFT/ RTGS transactions

on SBI YONO app
 no yes

100%

Table 5.27 showing awareness of respondents mandatory to have SBI bank

account number to use YONO app
 PARTICULARS FREQUENCY PERCENTAGE

YES 100 100%

NO 0 0%

TOTAL 100 100%

INTERPRETATION:

From the above table 100% of respondents are aware about mandatory to
have SBI bank account number to use YONO app.

Figure 5.27 showing awareness of respondents mandatory to have SBI

bank account number to use YONO app
 no yes

Table 5.28 showing awareness of respondents if not have SBI bank account
number cannot use YONO app
 PARTICULARS FREQUENCY PERCENTAGE

yes 100 100%

No 0 0%

Total 100 100%

INTERPRETATION:

From the above table 100% of respondents are aware about if not have
SBI bank account number cannot use YONO app.

Figure 5.28 showing awareness of respondents if not have SBI bank

account number cannot use YONO app
 no yes

100%

Table 5.29 showing awareness of respondents customer make the payments

through YONO by SBI 24*7
 PARTICULARS FREQUENCY PERCENTAGE

YES 100 100%

NO 0 0%

TOTAL 100 100%

INTERPRETATION:

From the above table 100% of respondents are aware about customer
make the payment through YONO by SBI 24*7

Figure 5.29 showing awareness of respondents customer make the payment

through YONO by SBI 24*7
 no yes

100%

Table 5.30 showing awareness of respondents it is helpful to transaction the

money in an urgent situation
 PARTICULARS FREQUENCY PERCENTAGE

YES 100 100%

NO 0 0%

TOTAL 100 100%

INTERPRETATION:

From the above table 100% of respondents are aware about it is helpful to
transaction the money in an urgent situation.

Figure 5.30 showing awareness of respondents it is helpful to transaction

the money in an urgent situation
 no yes

CHAPTER 6
 FINDINGS, SUGGESTIONS AND CONCLUSION

6. FINDINGS, SUGGESTIONS AND CONCLUSION.

 This chapter deals with the findings, summarized, the conclusion derived and
suggestions made from the collected data.

Here the study deals with 'AWARNESS and SATISFACTION OF SBI YONO
AMONG SBI BANK ACCOUNT HOLDERS'. It was conducted among the customers of
Gudiyatham For the purpose of study, primary data was collected from 100 customers using
questionnaire. Following are the findings of the study.

FINDINGS:-

 SBI YONO services are used by both male and female. Through
the data analysis it reveals that majority of females are using
this app.

 The study shows the fact that the main users of SBI YONO app
are the age group between 20-30. The numbers of people above
50 years using SBI YONO app are very less compared to other
age groups.

 Majority of responses are under graduate as compared to others.

 Occupations of responses were collected from students and

teachers, both responses are equal.

 24% of the respondents have monthly income of below 10,000

and 35,000-50,000.

 Majority of respondents were using savings account.

 90% of respondents were using net banking.

 54% of respondents strongly agrees on reliability of net banking
of SBI.

 28% of respondents are aware on registration process of net

banking.

 70% of respondents knows about time taken for banking

registration.

 100% of respondents know about SBI YONO app.

 68% of respondents have transferred through SBI YONO app,

 86% of respondents are aware about SBI YONO app features.

 62% of respondents says about YONO cash point/Enabled

ATM.

 72% of respondents are aware about YONO cash feature

provided by SBI.

 52% of respondents strongly agrees that transaction of money

through SBI YONO App is easy.

 60% of respondents agrees that it is easy to read and understand

the contents of YONO app.
 Most of respondents are aware about functions of YONO app
like ATM Application, blocking, request for cheque etc.

 74% of respondents knows that they can create fixed and

recurring deposits and invest in mutual fund using SBI YONO
app.

 Majority of respondents are satisfied with speed of YONO app.

 Most of respondents are aware about different usage of YONO

app like recharge, bill payment etc.

 Majority of respondents strongly agrees that response speed of

SBI YONO is fast.

 72% of respondents consider that information given in YONO

SBI App are safe and secure.

 44% of respondents agrees that security feature of YONO SBI

App is adequate.

 More than half of a respondent agrees that it is safe to use

online transaction through SBI YONO App.

 100% of respondents know about NEFT/RTGS transaction in

YONO SBI APP.

 100% of respondents know about SBI bank account number is

mandatory to use YONO web and app.
  100% of respondents know about if SBI bank account number
is not cannot use YONO SBI as well as cannot use to pay the
SBI credit card bill.

 100% of respondents know about YONO SBI app make the

payment 24*7 by SBI.

 100% of respondents know about YONO SBI app is useful to

transaction the money an urgent situation.

SUGGESTIONS:

 Make the application more colorful and user-friendly.

 Response speed of application should be more faster.

 Should make more awareness on YONO which people could

do at their home without visiting branch which facilitates by
YONO SBI app.

 Beneficiary activation should be faster.

 Number of YONO CASH enabled ATM, should be increase

and should aware more about it among the customers.

 Increased security.

 Improved transaction tracking.

 Enhanced customer support.

 Simplified account opening process.

 Better integration with emerging technologies and other

financial services.

 Personal financial management tools.

 Customizable alerts and notifications.

 Offer rewards and cashback programs.

 Enhanced fraud protection.

 Robust data privacy policies.

 Simplified documentation process.

 Improved language support.

 Improved customer service.

 Personalized budgeting and saving tools.

 Integration with digital payment systems.

CONCLUSION:

Trading and service which are now giving a makeover trading for
economy. This makeover is creating a great effect on banking sector today. The
nature of banking transactions has moved from long queue at the bank counter
to small screens that fits our hands.

Banks began to use emerging technology to provide better qualities

service to the customer at less cost and greater speed. SBI bank which is one of
the leading bank on India also provide many of e banking facilities

The Research conducted on the topic "AWARNESS AND

SATISFACTION OF SBI YONO APP AMONG SBI BANK HOLDERS" with
special reference conducted in Gudiyatham. Identified that majority of
customers are awared and their response is satisfactory with SBI YONO app
which provided by SBI Majority of the respondents are satisfied with the speed
of YONO app. Therefore majority of customers are satisfied and most of them
are aware about SBI YONO application.
BIBLIOGRAPHY:

 Balakrishnan, L. (2016). Factors effecting mobile banking services-An

empirical study. ISBR Management journal research center, 1(2) 23-29.

 Bamoriya, P. 2012) Mobile banking in India Barriers in adoption and

services preference. Internal review-A journal of management .5(1), 1-7.

 Jasim M. (2014). The factor influencing customer usage of mobile

services in Jordan international journal of business management and
research (UBRM).4(2).63-78.

 Kweyu,M. (2013). factors analysis of customers perception of mobile

banking

 service in Kenya Journal of emerging trends in economics and

management

 science( JETEMS),5(1),1-8. Suresh (2017). A Study of changing

consumer behaviour for mobile banking services in India International
journal on arts, management and humanities,6(2).72-75.

 Singh, N &Sinha, N. (2016) study concerned with mobile banking FIIB

business review, 5(2),57-70. Singh, P. (2012). Mobile banking in India
Barriers adoption and service preferences, 5(1), 1-7.
 M, n. (2017). Mobile banking usage quality of growth, inequality and
poverty in developing countries, 35(2), 303-318.

 G. D., & raveendran D, S. (2012). An empirical study on service, quality

perceptions and continuance intention in mobile banking context in India.
REFERENCE BOOK

 Mobile Banking Apps for Everyone by M.S. Adhikari: This Book

is focused on mobile banking apps in general and includes a
chapter on YONO
 YONO SBI: The Mobile Banking and Lifestyle App by Ravi
Gupta: This is an -book available on amazon that provides a
detailed guide on how to use the YONO app for various financial
transactions, such as fund transfers, bill Payments, and
investments.

WEBSITES:-

https://www.acacademia.edu/

https://www.bank.shi.gov.in

https://sbi.co.in
 ANNEXURE

SURVEY QUESTIONAIRE OF SBI YONO APPLICATION

 Name _________________
1. Gender
 Male
 Female
 Transgender
2. Age
 20-30
 30-40
 40-50
 50-60
3. Educational qualification
 UG
 PG
 M.PHILL
 PHD
 Post Doctorate
4. OCCUPATION
 Student
 Teacher
 Employee
 Others
5. Monthly income
 Below 1000
 1000-3000
 3000-6000
  6000-9000
 9000-12000
 12000-15000
6. What type of account you have in SBI
 Savings account
 Current account
 Fixed account
7. Are you familiar with internet banking provided by SBI
 Yes
 No
8. SBI internet banking is very reliable
 Strongly agree
 Agree
 Disagree
 Strongly disagree
9. YONO registration process of internet banking is complex and
difficult to understand
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
10.You were able to register for internet banking within a day
 Strongly agree
 Agree
 Neutral
 Disagree
  Strongly disagree
11.Do you know about SBI YONO application
 Yes
 no
12.Have you ever transferred money using SBI YONO app
 Yes
 No
13.Do you know that you can check your saving accounts balance and
transactions at any place at any time using YONO app
 Yes
 No
14. Have you ever seen YONO cash point or enabled ATM
 Yes
 No
15. Do you know about the YONO cash featured provided with YONO app
 Yes
 No
16. Is it very easy to transfer money from one bank to another through SBI YONO
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
17. Is it easy to understand read the contents of the SBI YONO app
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
18. Do you know that you can apply / request , block / stop , debit/ ATM card and
cheque book through YONO SBI app without visiting your branch
 Yes
 No
19. Do you know that you can apply / request , block/ stop , debit/ ATM card and
cheque book through YONO SBI app without visiting your branch
 Yes
 No
20. Satisfaction on SBI YONO app

speed Highly satisfied neutral dissatisfied Highly

satisfied dissatisfied
security

Application
colourful

Registration
process

reliability

21. Do you know that you can book tickets for travels and tourism book hotels,
pay your bills recharge your mobile number and shop through YONO SBI app
sitting at your home
 Yes
 No
22. The response speed of YONO SBI is fast
 Strongly agree
 Agree
  Neutral
 Disagree
 Strongly disagree
23. All financial information gives in safe and secured in SBI YONO app
 Yes
 No
24. Security features of YONO SBI app is adequate
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
25. Is it safe to use online transaction through YONO SBI app
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
26. Are NEFT/ RTGS transactions permitted in file mode
 Yes
 No
27. Is it mandatory to have SBI bank account number to use YONO web and app
 Yes
 No
28. Can a user who only have SBI card but don’t have SBI bank account use
YONO
 YES
 NO
29. Can a customer make a payment through YONO by SBI 24/7
 Yes
 No
30. Is it helpful to transactions the money at urgent situation
 Yes
 No