Bandhan Bank Mini Project by Nitish 2022

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Bandhan bank mini project by nitish 2022
Masters of Business Administration (Dr. A.P.J. Abdul Kalam Technical University)
Studocu is not sponsored or endorsed by any college or university

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Summer Training Report report on
Study of consumer behavior of internet banking user of
Bandhan Bank
Submitted in partial fulfillment of the requirements for the Two Years

Masters of Business Administration
(Affiliated To Dr. A.P.J. Abdul Kalam Technical University Uttar Pradesh,
Lucknow)
SESSION: (2020-2022)
Under Supervision of: Submitted By:
Mr .Chandra Sekhar Singh Nitish Chandra Pandey

Assistant professor MBA, 3rd Semester
(Designation) Roll No MBA/08/112
Aktu roll no:200106700109

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II

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CERTIFICATE
Certified that this summer training project report on “A study on Consumer Behavior
towards Internet Banking services of Bandhan Bank Ltd.” has been prepared by Mr Nitish
Chandra Pandey of MBA 3rd semester during the session 2020-2022 under my
supervision .
The Summer training project report is upto the standards and I forward to the Director
,School of Management Sciences ,Varanasi for getting it evaluated as per the ordinances
governing of MBA course .
………………………………….
Signature
……………………………..
………………………………… Name
Date
……………………………….
Designation

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PREFACE
MBA course provides the knowledge about commerce & industry. As a part of curriculum & in
order to gain practical knowledge in the field of management, we are required to visit a service
unit & prepare report on it. This helps to know about actual uses of what we have learnt through
theoretical knowledge.
As only the theoretical knowledge of business is not enough for achieving overall knowledge of
business management. I, the student of MBA have to prepare a training report on a service unit.
I also get opportunity to visit Bandhan Bank Ltd. & prepare training report on it.
This report is the reflection of what I have observed & came to know during my training
period utmost care has taken to prepare this report on the basis of information & research
given. The report presented here provides all information that I have obtain during my
practical training period at Bandhan Bank Ltd.

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ACKNOWLEDGMENT
Writing a project can never be the work of any one person. It includes co-operation & efforts of
those persons who are in some way involved in the work at every stage. I am highly thankful to
every person for helping me thought my summer training.
Let us begin my acknowledgement by thanking my Institute Project guide Mr.Chandrasekhar
Singh for her assistance & constant feedback throughout this research. Without her professional
guidance the completion of this dissertation would not have been possible. Also I would like to
acknowledge & thank all the respondents of my questionnaire whose involvement in my
research enabled my study to be possible & representative.

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DECLARATION
I, NitishChandra Pandey, hereby declare that the report for “Summer Internship Project Report
“entitle “A study on Consumer Behavior towards Internet Banking services of Bandhan Bank
Ltd.” is a result of my own work and my indebtedness to other work publications, references, if
any, have been duly acknowledged.
Place: Varanasi
Date: Nitish Chandra Pandey

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EXECUTIVE SUMMARY
The main purpose for a bank besides managing one’s money would be giving good customer
service. Excellence in customer service is the most important tool for sustained business
growth. As a service organization, customer service & satisfaction should be the prime concern
for any bank.
Banks are believe that by providing prompt & efficient service on to their customers, this is
essential not only to attract new customers, but also to retain existing ones. To provide this kind
of service more fast & efficient, the major weapon of bank is internet banking.
The studies have found that descriptive research was used in order to identify consumer
behavior towards internet banking services of Bandhan Bank Ltd. This was a perfect training
experience where I have learnt many things like handling the pressures, convincing the people
& other tactics.

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TABLE OF CONTENTS
Sr. No. Particulars Page No.
Preface V
Acknowledgement VI
Declaration VII
Executive Summary VIII
1.0 Part – 1 Industry Information
1.1 About the Industry
1.2 World Market
1.3 Indian Market
1.4 Growth of the Industry
2.0 Part – II Organization Information
2.1 About Organization
Introduction to Functional Department

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Finance
Marketing
2.2
HR
Vigilance
2.3 Organization Structure
2.4 SWOT Analysis
3.0 Part – III – Primary Study
3.1 Introduction of the study
3.2 Literature Review
3.3 Background of the Study
3.4 Problem Statement
3.5 Research Objective
4.0 Research Methodology
4.1 Research Design

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4.2 Source/s of Data
4.3 Data Collection Method
4.4 Population
4.5 Sampling Method
4.6 Sampling Frame
4.7 Data Collection Instrument
4.8 Data Analysis & Interpretation
5.0 Findings
5.1 Conclusion
5.2 Limitation of the Study
6.0 References / Bibliography (APA Style)
Annexure 67

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INDUSTRTY INFORMATION
BANKING INDUSTRY
Derivation of the word ‘Bank’
The word ‘bank’ is itself derived from the Greek word ‘banque’i.e.bench. The ancient meaning of
related with the money changers by the persons seating on benches. People can change their money
from these persons. They had funds of different currencies & can change any currencies in other
currencies as required by the businessman.
Afterwards the word ‘bank’ was used in the sense of the credit. As the second opinion the word’bank’
was developed from the German word ‘banck’.The word ‘banck’ means a joint stock firm.
Roles of banks in development of country
 Promote saving habits among people

 Capital formation & promoting industries
 Extension of trade & commerce functions
 Generate employment opportunities
 Promote agricultural development
 Extension of size of market
 For improving standard of living of people
 Promote innovation
Banking in simple word refers to a chain of financial institutions that provide financial services
like deposits, loan, money transfer, etc.to individuals &intuitions with interest as the determining
factor of the transaction. Banking system plays the role of intermediary between the ones saving & the
ones who borrow money for investments.
The function of the banking system can be classified into primary & secondary functions.
12

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Primary functions
The primary functions includes two components namely depositing & disbursement of loans. The
depositing function of banking system has come to be highly developed providing a range of deposit
options. Some of the popular deposits are saving deposit, fixed deposit, and current deposit &
recurring deposits. The disbursement of loans from the capital of savings constitute for determinant
for bank’s earnings, as the borrowed amount. Some of the key loan advancements include loans, cash
credits, overdraft& discounting of the bill of exchange.
Secondary functions
The secondary functions includes agency function & general utility functions. The agency functions
refer to services like fund transfer, cheque collection, portfolio management, etc. performing the role
of an agent to the customer. The general utility functions refers to the special facilities or services
which banking intuitions provide namely locker facilities, foreign exchange, etc. Not all utilities are
provided by every bank, their disposal depends on the resources & nature of the banking institutions.

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Functions of bank
Accept deposits from individuals, corporate, etc. Invest in bonds, equity, trading & forex operations, etc.
Loans to individuals, corporate, RBI, other banks, financial institutions, etc.

ow money from financial institutions, RBI, Other banks, etc.
BANKS
Raise funds in debt equity, foreign markets, etc.

Other services like internet banking, demat A/Cs, Merchant banking, etc.

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Types of Banking
Retail banking Loans to individuals (Housing loan, Auto loan,

Education loan &other personal loan) or small
businesses.
Wholesale banking Loans to mid & large corporate (Project Finance,

Working Capital Loans, Lease Finance, etc.)
Mixed banking Banking institutions which perform both the functions

of commercial i.e. retail as well as the wholesale
functions or corporate banking.
Private banking Asset management of the client & financial dealings

of the clients namely investment, tax planning,
securities, etc. With a high amount of equity.
Treasury banking Investments in bonds, equity, mutual funds,

commodities, derivatives. Trading& forex operations.
Other banking activities Hire purchase activities, leasing business, merchant

banking,etc.

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WORLD MARKET
Banking across the globe has been going through a major transformation over the last few years, & this
evolution looks set to continue well into 2021 & indeed beyond. The financial institution of today is
more oriented towards the customer than ever before & as such a larger proportion of its resources is
being apportioned to making the customer experience as smooth as possible.
Indeed, Deloitte’s 2021 Banking Outlook supports such a position, with the issue of Customer Centricity
being given top billing among the themes & challenges banks will need to address this year in order to
generate long term growth.
According to the report, such an objective will require innovation, managing talent differently& pursuing
key partnerships within a broader ecosystem to manufacture & deliver solutions for customers.
Additionally, the report highlights other major themes for banks to address this year:
Technology Management, whereby new solutions from multiple vendors need to be integrated
effectively & with minimal internal disruption.
Remaining the workforce, whereby banks must consider charging the composition of skills
within their workforces, given the increasing requirements for automation & the need for
greater diversity.
To successfully achieve many of these challenges, it is surprise that technology will play a pivotal
role.
Block chain is expected to continue making significant inroads into the banking industry. Block chain
solutions for payments, with companies such as IBM (International Business Machines) assisting banks
to develop platforms based on distributed –ledger technology to help transfer value globally.

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As such, existing wire transfer & payments services such as SWIFT (Society for Worldwide Interbank
Financial Telecommunication) are experience pressures as solutions to send fiat currencies instantly & at
zero cost come to fulfillment.
Last year also show a range of views being put forward by banking leaders on crypto currencies- the
block chain based digital currencies are growing rapidly in terms of investor interest.
As the price of bit coin continued to up during the year. Such a move is clearly a boon for the of digital
currency markets& Goldman’s increasing support for this new asset class could set a model for other
banks to follow this year.
A whole host of additional technologies are bound to feature heavily within the banking industry in
2018,including the likely shift in preference to cloud based storage over private data centres, the ongoing
normalization of mobile banking through further security strengthening & improved customer
convenience.
As such banking in 2021 is likely to be characterised by innovation &convenience, which ultimately

puts the customer front &center. As technologies continue to mature, therefore, this year looks set to be
an exciting period for global banking.

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INDIAN MARKET
As per the Reserve Bank of India (RBI), India’s banking sector has sufficient & well regulated. The
financial & economic conditions in the country are superior to any other country in the world. The face
of Indian banking has changed over the years. Banks are now reaching out to the with technology to
facilitate greater ease of communication & transactions are carried out through the internet & mobile
devices.
With the Parliament passing the Banking Laws (Amendment) Bill, 2012 the sector will likely change.
The bill allows Reserve Bank of India (RBI) to make final guidelines on issuing new bank licenses. This
could lead to a greater number of banks in the country, the style of operation could also evolve with the
integration of modern technology into the industry.
Banking structure in India
SBI &
Associate
Banks
Other Nationalised Banks
Public Sector Banks
Private
Commercial Banks Other Public Sector Banks
Sector Banks
Foreign Sector banks
Sceduled Banks Regional Sector Banks
RBI
Scheduled urban cooperative banks
Non Scheduled Banks Schuduled state cooperative banks

Co-operative Banks

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Types of Banks in India
The country had no central bank prior to the establishment of the RBI.The RBI is the supreme
monetary & banking authority in the country & controls the banking system in India. It is called the
Reserve Bank as it keeps the reserves of all commercial banks.
 Scheduled & non-scheduled banks
A scheduled bank is a bank that is listed under the second schedule of the RBI Act,1934.In order to be
included under this schedule of the RBI Act, banks have to fulfil certain conditions such as having a paid
up capital & reserves of at least 0.5 million.
Non-scheduled banks are those which are not included in the second schedule of the RBI Act, 1934.
 Cooperative banks
Farmers in India are scattered all over the country & need short term & long term borrowings for
agricultural purposes. This need is not fulfilled by commercial banks. Therefore, cooperative banks best
suitable for this purpose. Thus, the co-operative banking sector has been developed in the country to
supplement the village money lender. Although the co-operative banking sector receives concessional
finance from the RBI, it is governed by the state legislations.
 Co-operative banking structure in India
1. Primary Urban Co-operative Banks

2. Short –term Lending Co-operative Oriented Co-operative banks
 Primary Agriculture Credit Societies (PACs)
 Central Co-operative Banks(CCBs)
 State Co-operative Banks(SCBs)
3. Long Term Lending Co-operative Banks
 Land Development Banks(LDBs) /State Co-operative Agriculture & Rural
Development Banks(SCARDBs)

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 Commercial banks
Commercial banks may be defined as, any banking organization that deals with the deposits & loans
of business organizations. Commercial banks issue bank cheques &drafts, accept money on term
deposits, act as moneylenders, allow for a variety of deposit accounts, such as savings & time deposit.
These institutions are run to make a profit & owned by a group of individuals.
Types of scheduled commercial banks
 Public sector banks
These are banks where majority stake is held by the Government of India.
Examples of public sector banks are SBI, Bank of India etc.
 Private sector banks
These are banks majority of share capital of the bank is held by private individuals. These banks are
registered as companies with limited liability.
Examples of private sector banks are ICICI Bank, Axis Bank, Bandhan Bank, HDFC Bank etc.
 Foreign banks
Those banks are registered & have their headquarters in a foreign country but operate their branches in
our country.
Examples of foreign banks in India are: HSBC, Citi bank, etc.
 Regional rural banks
Regional Rural Banks are operating at regional level in different states of India. Regional Rural Banks
were established to ensure sufficient institutional credit for agriculture &other rural sectors.
Prathama bank is the first Regional Rural Bank in India located in the city Moradabad inUttarPradesh.

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GROWTH OF BANKING INDUSTRY
Banking environment has become highly competitive today. Information technology refers to the
acquisition, processing, storage of all types of information using computer technology &
telecommunication systems.
Recent developments of banking sector in India are internet, Society for Worldwide Interbank
Financial Telecommunications (SWIFT), electronic clearing service, internet banking, mobile
banking, etc.
The basic need of Information Technology(IT) in banking sector are meeting internal requirements,
effective in data handling, extending customer services, creative support for new product
development& end user development of the non-technical staff.
Emerging trends of information technology in banking sector are outsourcing, integration, IT as profit
center. Internet has significantly influenced delivery channels of the banks. Internet has emerged as an
important medium for delivering of banking products &services. Information, communication&
networking achieving inter branch connectivity, moving towards Real Time Gross Settlement (RTGS)
environment the forecasting of liquidity by building real time databases. The shift from traditional
banking to internet banking is changing customer’s expectations.
Artificial Intelligence (AI) will be transformative technology during the next few years.AI is
increasingly helping to automate processes across many banking divisions. Which in turn is
improving efficiency & enhancing the overall customer experience.
 The Indian banking system consists of 27 public sector banks, 22 private sector
banks, 44 foreign banks, 56 regional rural banks, 1589 urban cooperative banks &
93,550 rural cooperative banks.
 The Government of India is planning to introduce 2% discount in Goods &Service
Tax (GST) on Business to Consumer (B2C) transactions made via digital payments.

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 A new portal named “Udyami Mitra” has been launched by the Small Industries
Development Bank of India (SIDBI) with the aim of improving credit availability to
Micro Small & Medium Enterprises (MSME) in the country.
 The insolvency & Bankruptcy Code Ordinance, 2017 will strengthen the banking
sector.
 In May, 2018 the Government of India provided Rs.6 trillion loans to 120 million
beneficiaries under Mundra Scheme & the total number of subscribers were 11
million, under Atal Pension Yojna.
According to Indian Banking Industry Report,
 Demand has grown for both corporate & retail loans, particularly the services, real
estates, consumer durables & agriculture sectors have led the growth in credit.
 The digital payments revolution will trigger massive changes in the way credit is
disbursed in India.
 As of Q3 FY 18, total credit extended up to US$1,288.1 billion.
 Credit to non-food industries increased by 9.53%

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PART -2 ORGANISATION INFORMATION
DETAILS ABOUT BANDHAN BANK LTD.
Type Private sector bank
Industry Banking Financial Services
Founded 23,December,2014
Founder Chandra Shekhar Ghosh
Headquarter Kolkata,West Bengal,India

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Website www.bandhanbank.com

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 Vision
‘To be a world class bank for convenient & affordable financial solutions to all, in an inclusive
& sustainable manner.’
 Mission
‘To provide their customers accessible, simple, cost effective & innovative financial solutions in
a responsible manner. To create value for all stakeholders through a committed team, various
policies & superior systems 7 technology.’
 History of Bandhan bank ltd.
In most Indian languages, the word’ Bandhan’ means bond or togetherness. His bond with the credit
deprived poor in Eastern India’s villages & Rs. 2 lakh loan were the initial capital for Chandra Shekhar
Ghosh, the son of a small sweet shop owner from Bengal, to begin a microfinance institutions, Bandhan
Financial Services Ltd& grow it in to a private bank in less than 15 years.
Previously, Bandhan Bank was Bandhan – one of the largest microfinance companiesof India &
world’s largest non-deposit accepting Micro Finance Institution (MFI).
The microfinance company was founded by Chandra Shekhar Ghosh, who is also Chairman &
Managing Director. The microfinance company lent money to small scale business, low income
women entrepreneurs & Self Help Groups (SHGs).
Bandhan was established in 2001 & has the total asset approximately Rs.6, 770 crore at the time
of gaining a bank licence.
The banking sector seems to get a new entrant & a boost in the economy of India. After 11
years, India has got a new private bank. The bank is a full-fledged commercial bank that came
into being recently.

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Bandhan is also first microfinance company in India that has been transformed into a bank. It
got banking licence from the Reserve Bank of India 2014.

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Shri Arun Jaitely, Union Minister for Finance Corporate Affairs & Information & Broadcasting,
Government of India, inaugurated the bank on August 23, 2015 in Kolkata – the first bank to be
set up in eastern part of India after independence.
Evolution of Bandhan bank ltd.
 The bank opened 501 branches where operations have commenced.

 It started operations with 1.43 crore accounts & Rs.10, 500 crore loan book across the
country.
 It opened 2022 service centres & 50 ATMs across 24 states.
 It collects the deposit of Rs.80 crore & 60,000 new accounts on the first day of its
operations.
Interest rates of bank
 It offers its customers an interest rate of 6% p.a. for accounts with over Rs.1 lakhs &
above & 4.25% p.a. for accounts with a balance of less than Rs. 1 lakh.
 It offers its customers those are collected for tenure of 1 to 2 years, the applicable rate
on fixed deposits is 7.30%p.a. & for senior citizens, rate is 8.05%.

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Peer comparison of NPA (NON Performing Assets)
Banks Net Non-Performing assets (%)
ICICI BANK 4.9
Axis bank 2.1
Kotak Mahindra bank 1.3
Bandhan bank 0.4
Yes bank 0.8
0
ICICI bank Axis bank Kotak Mahindra Bandhan bank Yes bank
bank

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Interpretation & Analysis:
Bandhan bank being a former micro finance players& considering the impact of
demonetisation, posted the lowest NPAs amongst scheduled commercial banks with a
net NPA ratio of 0.4% in fiscal year 2017.On the other hand, ICICI bank posted the
highest NPAs amongst the scheduled commercial banks due to higher loan losses in
corporate sector.

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Bandhan bank has made a dream to launching on the Indian stock market. On Tuesday, the Bandhan
scrip got listed at Rs.499 on the National Stock Exchange(NSE) , a 33% premium to the issue price of
Rs.375.The bank’s Rs.4,473 crore IPO was subscribed 14.62 times.
For instance, its market capitalization now stands at Rs.56, 921crore, making it the eighth largest bank
among all the listed banks in India.

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2.1INTRODUCTION OF FUNCTIONAL DEPARTMENT
Finance department
Finance is considered as the “Life Blood of the Business”, without finance no business activities are
possible. So for an organization, it must have a large amount of finance & for this it should have finance
department.
Finance management is considered with the acquisition, financing & management of assets. It is very
important for to manage financial resource, then to distribute among the various departments according
to their needs of finance.
The financial manager has dynamic role in a modern development of banks. Factors such as corporate
competition, technological changes, worldwide economic uncertainty, fluctuating exchange rates, etc.
are impact on finance department of the bank.
Sources of finance
Each & every banks need finance to run its business smoothly. Through proportion for it may be
different from bank to bank. All the banks mange finance in different ways.
There are two types of sources available in Bandhan bank.
 Long term sources

 Short term sources
Long term sources
 Equity shares
 Long term loans
 Venture funding
 Internal accruals

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Short term sources
 Trade credit
 Short term loans
 Fixed deposits
Mainly in Bandhan bank deposits are the largest sources of finance.
 Current deposit
 Saving deposit
 Fixed deposit
 Recurring deposit

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Human resource department
In all types of industries, employees are the key people for accomplish the vision aligned with the core
values. Bandhan bank focuses to build a youthful, enthusiastic& professional team of employees. For
Bandhan bank, headquarter of the HR department is in Kolkata.
Recruitment
Candidates are applying for job in two ways such as online &offline mode. They will be apply online
application form of Bandhan Bank .Offline candidates can send the application form by post in Kolkata.
Training
Training is core for goal of creating high caliber dynamic professionals. All the employees of Bandhan
bank attends an induction & undertakes regular training. Bandhan bank identify the need for training by
using a variety of methods, including appraisals, performance exercises &feedback from their
customers.
Bandhan bank believes that different employees of various levels need different kinds of training
according to the needs & priorities of the organization.Bandhan bank also offers specific &customized
advance courses in areas such as treasury, risk management, credit management, marketing, audit
supervision, financial analysis and customer service & team management.
In March 2017, Bandhan bank introduced a one year banking diploma course called the “NextGen
Bankers Course”. Through this course, bank recruit & train professionals to meet their needs for skilled
manpower.
Salary (Pay scale)
All the selected candidates who will get selected for the provided recruitment vacancies will be paid
very great package with grade pay.

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Benefits for employees
Bandhan bank provides various benefits to their employees which describes as under.
 Dearness allowance(DA)
 City compensatory allowance
 Travelling allowance
 House rent allowance
 Medical insurance

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Marketing Department
Tagline: “Apka Bhala, Sabki Bhalai”
Products:
Bandhan bank provides following products to their customers.
 Consumer banking
 Loans
 Private banking
 Internet banking
 Microfinance
Promotional activities:
Bandhan bank using different tools & techniques for promoting the bank which are
described as under.
 Hoardings
 Brouchers
 Pamphlet
 Bandhan bank organized stall in the Marathon Race, Rajkot.
 .
Digital channels
 Digital Application Banking-MBandhan
Bandhan bank’s digital application services provides a streamlined banking experience to their
customers. MBandhan is their mobile banking application to cater the various requirements of their
wide range of customers. MBandhan provides a mobile option for internet banking & allows their
customers to make money transfers, pay bills, etc.

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 Internet banking
Bandhan bank offer internet banking facilities to their customers through their website,
www.bandhanbank.com.Internet banking facilities provide the ability to view account details, loan
details, transaction status & cheque status, etc.
Vigilance Department
This department is available especially for investigate fraud & vigilance cases reported so as conclude
& report to the regulatory authority as required, carrying out preventative vigilance measures.
In this department officer working on some key responsibilities which described as under:
 Prompt & effective investigation if vigilance cases, collection of intelligence,

measures on preventive vigilance, carry surveillance, detection of cases.
 Conducting surprise preventive checks.
 Guidance to various business groups from vigilance perspective.
 Analysis frauds reported by concerned units.

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ORGANIZATION STRUCTURE
Branch head
Branch Sales Mnager

Assistant Branch Head
Senior Sales Executive(SSE

Branch Sales executive(Junior)(BSE)
Front Desk Officers
)
Officer Officer (2) Officer (3)

(1)

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SWOT ANALYSIS
STRENGTHS
 One of the leading new age private sector bank.

 Bandhan bank is located in 34 states including Union Territories with 460 ATMs, 936
branches in India.
 Bandhan bank have strong presence in rural areas of India.
WEAKNESSES
 Bandhan bank lacks in aggressive marketing strategies like ICICI.

 Some of the bank’s product categories lack in performance & doesn’t have reach in the
market.
OPPORTUNITIES
 Bandhan bank has very good opportunity in abroad.

 Bandhan bank has rising private banking, especially from high earners group where
they appreciate a certain privileged when doing financial transactions.
THREATS
 The Government banks are trying to modernize to compete with private banks.
 Major competitors are like HDFC bank, ICICI bank,

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PART -3 PRIMARY STUDY
INTRODUCTION OF STUDY
Consumer behavior
Consumer behavior is referred to the behavior that is displayed by the individual while they are
buying, consuming or disposing any particular product or services. These behaviors can be affected by
multiple factors. Moreover, it also invoices search for a service, evaluation of service where the
consumer evaluate different features & benefits.
Importance of consumer behavior
 To design the best possible product or service that fully satisfies consumer’s needs
&demands.
 To decide where the service or product would be made available for easy
access of consumers.
 To decide the price at which the consumers would be ready to buy that product or
service.
 To find out the best method of promotion that will prove to be effective to attract
customers to buy a product or service.

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Multiple factors influences on consumer behavior
Psychological Factors
Social Factors
Understanding Consumer Behaviour
Cultural Factors
Personal Factors

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1. Cultural factors
Cultural factors exert the deepest influence on consumer behavior. Culture is the most fundamental
determinant of a person’s wants &behavior. Sub culture includes nationalities, religions, etc.
2. Social factors
Social factors such as reference groups, families, role& statues, etc. are influencing on consumer
behavior. A person’s reference groups consist of all the groups that have a direct or indirect influence
on the person’s attitudes or behavior. The family members constitutes the most influential primary
reference group.
3. Personal factors
Personal factors includes age & stage in the life cycle, occupation, personality, etc. are influencing on
behavior of consumers.
4. Psychological factors
A consumer behavior influenced by four major psychological factors such as motivations,

perceptions, learning, beliefs& attitudes.
Elements of consumer behavior:
 Consumer motivation
 Consumer perception
 Consumer attitudes
 Consumer personality
 Reference groups

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Internet banking
“Internet banking is the provision of banking & related service through extensive use of
information technology without direct users to the bank by the consumers.”
Internet banking system allows individuals to perform banking at home via internet. Internet
banking transaction states that customers use the internet to get their personal or business bank
accounts online anytime & to undertake banking transactions through the use of bank’ website
without inconvenience. Internet banking allows customers to do their banking transactions anytime &
providing continuous control over their accounts.
Types og Internet Banking
Transactional internet bankingCommunicative internet bankingInformational internet banking
1. Transactional internet banking
It is the most popular type & it includes full control over customer accounts such as deposits,
withdrawals, transfers, online payments & updates.
2. Communicative internet banking
It allows interaction between the bank system &customers. The communication is restricted to e-mail
account, inquiry loan application & static file updates name &address. However, fund transfer is not
included in this type of internet banking.
3. Informational internet banking

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It means that the bank provides main information about bank’s products & services.

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Advantage of internet banking for customers
 Speed of banking transaction.
 Minimize the use of traditional branch banking.
 Reduce cost of physical branch banking.
 Raised attainability & time saving banking processing can be made all hours a day.
Consumer behavior with internet banking
The ultimate goal of any organization is generation of profits with customer satisfaction. A
satisfied customer will come back & refer the internet banking services to other as well, generating
more sales& more profits. Consumer behavior, perception& satisfaction is considered as necessary
condition for customer retention& loyalty.
But adopting internet banking doesn’t ensure a bank competitive edge over its competitors.
They have to understand consumer behavior of internet banking in deciding the right marketing
strategies & developing new marketing strategies. Thus the study concentrates on finding out who the
users of internet banking, how they use it & which type of services they preferred on internet banking.

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LITERATURE REVIEW
Abou-Robich, Moutaz (2005) has observed that there is a correlation between attitude towards
internet banking & feeling of security with regard to their demographic variables.
Vardhman (2007) has examined that internet banking services makes the regular transactions for a
client speedy & time efficient with little or no paperwork involved. There is no need for standing in
long ques any more for making a deposit or getting a withdrawl.Banking has turned into a 24/7
service with the bank always available to their client.
Kesseven (2007) has observed that the mostly used internet banking services are inter account
transfer, payment to other personal account, transfer to credit cash account, recharge mobile phones
among others. Comparing demographic variables of the internet banking users to the non-internet
banking users, the analysis reveals that there is no significant difference between the two group of
users with respect to age group & the education level of the respondents.
Harris (2007) has observed that Internet banking is one of the most recent technologies innovations,
which is becoming a need for every common man.It uses internet as a medium for delivery banking
services. Today, banking is not limited to branches, where a person goes to bank for withdrawal of
cash or request a statements of accounts. An inquiry or transaction can be handled online without any
reference to the branch any time through internet banking. Benefits of internet banking include fast
speed, convenient, cost effective, all time accessibility & flexibility.
Ubadineke, Franasics.N (2009) has examined that advances information technology &
telecommunications are resulting in new delivery channels for bank products & services in the
developing countries.

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Prema C (2013) has examined the process of internet banking services & states that marketing experts
should emphasize these benefits & its adoption provides & awareness can also be improved to attract
consumers’ attention to internet banking services.
R. Elavarasi (2014) has identified that satisfaction level of customer view about internet banking
website of banks. The data analysis shows that age, educational qualification, occupation, income level
of customers are significant factor that decide usage of internet banking services.
A. S. Amsunisa (2015) has identified that different age group of customers have different perception
toward the internet banking services & the usage level of these banks. Customers is different so bank
should concentrate on all the age group of customers have different perception toward internet banking
services. It has also seen that different occupation group of customers have different perception toward
the internet banking services. These are good number of customer in every group like student, service
class &professionals, it shows that they all are keen interesting in using the internet banking services.
Dr. M. Abdul Hakeem& Y. Moydheen Sha (2015) have observed that particular age group have used
the services of internet, the satisfaction of the customer majorly influenced the convenience,
awareness& responsiveness. In the present technology society, most of the banking customer prefer &
switch to internet banking facilities. So the banker may improve their services, loyalty to customers &
their retention by increasing awareness of other age groups & concentrating on the factors contributing
customer satisfaction.

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BACKGROUND OF THE STUDY
In this study, I got information about bank, consumers’ behavior, perception& attitude towards internet
banking services of Bandhan bank. I got information through structured questionnaire & got responses
from the respondents.
On the basis of this information I will conclude about behavior of consumers & finding factors like
safety &security, convenience ,easy accessibility, time& cost saving,etc. which affecting decision
regarding internet services of Bandhan bank. The study will also help to the bank to take necessary steps
for understand the behavior of consumers & improving their services of internet.
PROBLEM STATEMENT
Title of the research is “A study on Consumer Behaviour towards Internet Banking services of
Bandhan bank Ltd.”
In this study the main problems are identifying that,
 Why consumers are not using internet services of Bandhan bank?

 What kind of behaviour, perception, attitudes & beliefs of consumers towards internet
banking services of Bandhan bank?
OBJECTIVES OF RESEARCH
Following are the objectives of research:
 To study various factors affecting consumer behaviour towards internet banking

services.
 To study consumer’s perception towards internet banking services provided by
Bandhan Bank.
 To analyse attitude and beliefs of consumers towards the choice of internet banking
services.
 To study the most preferred internet banking service offered byBandhan bank.
 To study the role of internet banking as compared to traditional banking.

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Research methodology
Research methodology is the specific procedures or techniques used to identify, select, process
&analyze information about a topic.
Research design
Research design constitutes the blue print for the collection, measurement and analysis of data. I have
used descriptive research design to study on consumer behavior towards internet banking services
because it describes the phenomena under the study that is consumer behavior as present study intends
to analyze perception, attitude, preference of consumers towards internet banking services.
Sources of data
There are two types of sources of data.
Sources of data
Primary sources Secondary sources
Primary data means first hand data gathered by the researcher. It includes surveys, questionnaire,
personal interview, etc.
Secondary data means data are already available for the research. It includes Government publications,
websites, journals, articles, internal records.
Here, primary source - questionnaire use for the research.

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Data collection method
Mainly there are three types of primary data collection method.
 Observation
 Questionnaire
 Interview
Here, data has been collected through structured questionnaire.
Population: All the consumers of Bandhan bank VARANASI are population for the study.
Sampling method
There are two types of sampling methods.
 Probability sampling method

 Non Probability sampling method
Here because of time constraint convenience sampling method use for research.
Sample frame
Sampling frame means a source of material from which a sample is taken.
It indicates the numbers of people to be surveyed. I have collected samples within the consumers of
Bandhan bank in Varanasi city.
Data collection instrument
Present research study has been carried out by using questionnaire for data collection.

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Data analysis & Interpretation
The data collection has done in Bandhan bank,Varanasi. It gives idea about consumer behavior about
internet banking services of bank. It gives factors which can affecting the decision of using internet
banking.
1. Gender of respondents:
Gender No. Of Percentage
Respondents
Male 85 79%
Female 23 21%
Gender
23
85
MaleFemale
Out of 108 respondents, 85are male while the remaining 23 are female. It means majorly male
respondents are giving responses rather than the female respondents because male respondents are
involved more in banking transactions.

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2. Age of respondents:
Age No.of respondents Percentage
18-25 years 40 37%
26-35 years 25 23%
36-45 years 20 19.04%
46-55 years 15 13.88%
Above 55 years 8 7.40%
Age
40 40
35
30
25
25
20
20
15
15
8
10
0
18-25 YEARS 26-35 YEARS 36-45 YEARS 46-55 YEARS ABOVE 55 YEARS
Above graph shows that 37%, that is 40 participants, are within the smallest age group of 18 to 25
years old. The percentage of 26 to 35 years age group, with a 23%, or 25 respondents. The other three
age groups of 36 to 45 years, 46 to 55 years, and 55 years and over have a proportion of 19.04%,
13.88%

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and 7.40% respectively.
The result of this question shows that responses from the younger generation would have been higher
as they are major users of internet.

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3. Occupation of respondents:
Occupation No. of respondents Percentage
Student 15 14%
Businessman 35 32%
Self employed 40 37%
Housewife 15 13%
Others 3 4%
OCCUPATION
40
35
15 15
3
Series1
Student BusinessmanSelf employed Housewife Others
Above graph shows that occupation of respondents divided into 14% students, 32% businessman,
37%self-employed, 13% housewife& 4% others respectively.It means most of the self-employed &
businessmen respondents are giving responses because they are having frequent requirement ofbank
transactions than others.

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4. Educational level of respondents:
Educational level No. of respondents Percentage
Primary level 5 5%
Secondary level 30 28%
Graduate level 45 41%
Master level 21 19%
Doctoral level 7 7%
Education level
75
21 30
45
PrimarySecondaryGraduateMasterDoctoral
Above graph shows that highest number of respondents 45 individuals i.e. 41% have up to graduate
level of education followed by the 5(5%) respondents with a
primary education, 30(28%) respondents with a secondary education, 21(19%) respondents with a
master level, while 7(7%) individuals have a doctoral level of education.

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It means out of all the respondents majority have education up to graduate level while very few of
them having primary & doctoral level of education.

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5. What is your monthly income range?
Monthly income range No. of respondents Percentage
(in Rs.)
Less than 10,000 4 3%
10,000 to 20,000 12 11%
20,000 to 30,000 42 38%
30,000 to 40,000 31 28%
40,000 to 50,000 15 13%
ABOVE RS. 50,000 4 3%
Income level
ABOVE 50,000 4
40,000 TO 50,000 15
30,000 TO 40,000 31
20,000 TO 30,000 42
10,000 TO 20,000 12
LESS THAN 10,000 4
0 5 10 15 20 25 30 35 40 45

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From above graph, it can be concluded that monthly income range of people divided into 3%, 11%,
38%, 28%, 13%, and 3%respectively.
Most of the people fall in the category of Rs.20, 000 to 30,000 monthly income. Some of the people
fall in the category of Rs.30, 000 to 40,000 monthly income. Very few people fall in the category of
Less than Rs.10, 000 & Rs.50, 000 income or above.

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6. In which bank do you have your account?
Bank No. of respondents Percentage
HDFC bank 35 25.73%
Axis bank 20 14.70%
ICICI bank 40 29.41%
SBI bank 17 12.50%
Punjab National bank 14 10%
Other 10 7%
BANKS
40
35
20
14
10
7
HDFC bankAxis bankICICI bank SBI Punjab Other

National bank
From above graph, first highest group with 29.41% respondents have their account in ICICI bank, then
second highest group with 25.73% respondents have their account in HDFC bank, while remaining
14.70%,12.5%,10%,7% respondents have their account in Axis bank,SBI,Punjab National bank & others
respectively.

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It shows that many of the respondents are having their accounts in HDFC & ICICI bank as Bandhan Bank
is emerging bank in banking field and started operating just few years ago.

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7. Which bank’s internet services are you currently using other than Bandhan bank?
Bank No. of respondents Percentage
Axis bank 12 9.16%
Bank of India 17 12.97%
HDFC bank 30 22.90%
ICICI bank 35 26.71%
Punjab National bank 17 12.97%
Other 20 15.26%
BANKS
35
30
25
35
20 30
15
10 20
17 17
12
5
0
Axis bank BOI HDFC bank ICICI bankPunjab Other
National bank
Above figure shows that 26.71% people are using internet service of ICICI bank then second highest
group with 22.90% people are using internet service of HDFC bank while remaining 15.26%, 12.97%,

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12.97% & 9.16% respondents are using internet service of other banks, Punjab National bank, BOI&
Axis bank respectively.
As the result shows that most of the respondents are using internet services of ICICI bank & HDFC
bank as they are having accounts in the same while some respondents are using other banks’ internet
service & very few of them were using internet services of Axis bank.

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8. Do you feel safe in disclosing your details on internet?
Response No. of respondents Percentage
Yes 65 60%
No 43 40%
Response of safety
40%
60%
Yes
No
Above graph shows that out of 108 respondents 65(60%) are feeling safe while 43(40%) are not feeling
safe in disclosing their details on internet with having the fear of its disclosure.

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9. What are your main transactions you would prefer to do by internet? (Tick one or more)
Transactions No. of respondents Percentage
Money transfer 41 34.48%
Pay bills 50 28.67%
Order a cheque book 22 15.17%
Request a demand draft 12 13.79%
Stock transaction 20 8.27%
Main transactions perfer by internet
STOCK TRANSACTION 20
REQUEST A DEMAND DRAFT 12
ORDER A CHEQUE BOOK 22
PAY BILLS 50
MONEY TRANSFER 41
0 10 20 30 40 50
Above graph shows that 34.48% respondents’ main transaction is paying bills,28.27% respondents’
mainly transfer their money while remaining 15.17%,13.79% & 8.27% respondents’ main transactions
are order a cheque book, stock transaction & request a demand draft respectively.
It means most of the people using internet for paying bills & transfer of money as they are the basic
requirements in day to day affairs.

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10. Are you satisfied with your bank services?
Highly satisfied 10 9.25%
Satisfied 30 27.77%
Neutral 25 23.14%
Slightly satisfied 21 19.44%
Not satisfied 22 20.37%
Satisfaction level
30
25
20
30
15 25
21 22
10
10
5
0
Highly Satisfied Neutral SlightlyNot satisfied
satisfied satisfied
Out of the 108 respondents, 27%respondents were satisfied while 20.37% respondents
were not satisfied while remaining 23.14% respondents were neutral & 9.25%

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respondents were highly satisfied with their bank services. It means majority of
respondents are satisfied with their respective bank services.

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11. Are you using internet banking services offered by the Bandhan bank?
Responses No. of respondents Percentage
Yes 68 62.96%
No 40 37.03%
Response for using internet banking

services
40
68
YesNo
Out of 108 respondents, 68 respondents are using while 40 respondents are not using internet banking
services offered by Bandhan bank due to lack of awareness.

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12. What are the reason to use internet banking?(Tick one & more)
Reasons No. of respondents Percentage
Better information 15 13.88%
Easy to use 27 25%
Convenient 22 20.37%
Safety & security 17 15.74%
Save time 33 30.55%
Cost effective 10 9.25%
Other 6 5.55%
REASONS FOR USING INTERNET

BANKING
Other 6
Cost effective 10
Save time 33
Safety & security 17
Convenient 22
Easy to use 27
Better information 15

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As per graph, it can be seen that the main reason for using internet services is the saving time, which
accounts for 30.55%of the whole sample. Moreover, there are 25% respondents who have stated the
reason of user friendly. The convenience, safety & security, getting better information & other reasons
are followed with respondents of 20.37%, 15.74%, 13.88% &5.55% respectively. Because in today’s
scenario, time is one of the most important factor which lead to access of internet services over
physical one.

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13. How often do you use internet banking services?
Daily 11 16.17%
Weekly 27 39.70%
Monthly 15 22.05%
Yearly 9 13.23%
Rarely 6 8.82%
Frequency of using internet banking services
6 11
9 Daily Weekly Monthly Yearly
Rarely
15 27
From the above graph, it can be said that 27respondents are using internet services weekly followed
by monthly, daily, yearly & rarely respectively. So they are performing to have access for status of
banking information through weekly use of internet banking services.

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14. From how many years, internet banking services do you use?
Duration No. of respondents Percentage
Less than 1 year 9 13.23%
1 to 2 years 13 19.11%
2 to 3 years 17 25%
More than 3 years 29 42.64%
Duration of using internet services
More than 3 years 29
2 to 3 years 17
1 to 2 years 13
Less than 1 year 19
0 5 10 15 20 25 30
Above graph shows that 29 respondents are using internet services since more than three years
followed by 17 respondents from two to three years, 13 respondents from one to two years. This
means that internet banking is not considered as something new & also that once people adopt this
new way of doing banking they tend to continue using it for a long period of time.

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15. Who/What affects your choice in starting to use internet banking?
Responses No.of respondents Percentage
Family 15 22.05%
Friends 8 11.76%
Service provider(bank) 27 39.70%
Promotions 7 10.29%
Other 11 16.17%
Factors affects choice of starting to use

internet banking services
Other
Promotions Service provider (bank)

Friends
Family
0 5 10 15 20 25 30
Above graph shows that the main influencer for consumers in starting the use of internet banking
services was the service provider or the bank, itself with a majority of 39.70%.Family also plays a
very important role with 22%.Followed by friends & promotion options respectively. So the service
provider of internet banking plays the most important role in encouraging consumers to start to use
this service.

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16. Which type of internet banking services do you use? (Tick one or more)
Services No. of respondents Percentage
ATM 30 30.61%
Bill payment 16 16.32%
Fund transfer 20 20.40%
Credit card 8 8.16%
Bank statement 24 24.49%
Types of internet banking services
24 ATM
30 Bill payments Fund transfer Credit card Bank statement
20 16
Above graph depicts that the major internet banking service that 30.61% respondents make use of is the
ATM. After this option respondents have choosen checking bank statement, fund transfer, bill payment
& using credit card with 24.48%,20.40%,16.32% & 8.16% respectively. It means most of the
consumers are using ATM service & checking their bank statement through internet banking.

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17. Rate the following internet banking services.
Services Excellent Very Good Average Not good

good
ATM 8 5 3 2
Fund transfer 4 6 2 1 1
Bill payment 2 5 1 1
Credit card 2 4 3 1
Bank 6 5 3 2 1
statement
Above table shows various kinds of services & the ratings given by respondents according to their
experience. Out of 68 respondents 8 respondents have given rating to the ATM service as excellent
followed by least respondents to average. Fund transfer & bill payment have been rated as very good
by respondents. Bank statement has been also rated as excellent by major respondents.

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18. What are the factors which affects your decision regarding internet banking services? (Rank
the following)
Factors 1 2 3 4 5 6 7
Safety & 6 3 4 2
security
Updated 6 5 2 2 1 1
information
Easy 5 2 1 1 1 1
accessibility
Place 4 2 2 2 1
convenience
Time & cost 3 2 1
saving
Transparency 5 2 2 1
Above table shows various factors affecting on decision regarding internet banking services of
Bandhan bank. Main consideration is being given to time & cost saving followed by other factors like
accessibility, safety & security, up to date information.

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19. Please give the opinion regarding internet banking through following details.
Details Strongly Agree Neutral Disagree Strongly

agree disagree
Safety & security 4 2 1
Provide up to date & 3 2 1
accurate information
24 hrs accessibility 5 3
Easy to use 4 2 1 2
Time saving 4 2
Cost effective 1 2 3
Variety of features 2 5 1
& services that are
offered
Transparency 1 3 1
Human contact is 4 2 3
not essential
Convenience 3 1

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The above table shows that opinion regarding internet banking. First of all,out of total 68 respondents
who are using internet banking services, 4 are strongly agree for safety & security.
Out of total respondents3 are strongly agree on up to date & accurate information by internet banking
followed by 2 & 1 with agree & disagree respectively. Major respondents are strongly believing about
24 hours accessibility followed by time saving & variety of features offered by internet banking
services. There are some respondents who are also having traditional mindset about internet banking
& responded that it is costly as well as human contact is essential which is not feasible in internet
banking.

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20. Would you recommended internet banking services to other?
Yes 48 70.58%
No 20 29.41%
Recommendation of internet banking services
20
48
Yes
No
From the above graph, it can be seen that 70.58% respondents are recommending internet banking
services to other due to their positive experience with Bandhan Bank’s services while 29.41%
respondents are not recommending it to others.

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21. What are the reasons you do not use internet banking services? (Tick one or more)
Reasons No. of respondents Percentage
Unreliability 10 13%
Difficult to use 6 7.79%
Lack of knowledge about 22 28.57%
internet banking services
Lack of human contact 15 19.48%
Lack of safety & security 10 12.98%
Costs 8 10.38
Other 6 7.79%
OTHER 6
COSTS 8
LACK OF SAFETY & SECURITY 10
LACK OF HUMAN CONTACT 15
LACK OF KNOWLEDGE 22

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Reasons to use internet banking service
DIFFICULT TO USE 6
UNREALIABILITY 10
0 5 10 15 20 25
Above graph shows that out of total respondents who not recommending internet are banking services
to others i.e. 15 respondents believe that human contact is necessary. There are certain respondents who
have shown fear of disclosing information due to unreliability.

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22. Manual banking is more convenient than internet banking?
Strongly agree 8 40%
Agree 6 30%
Neutral 2 10%
Disagree 3 15%
Strongly disagree 1 5%
Manual banking is more convenient than

internet banking
1
3
8
Strongly agreeAgreeNeutralDisagreeStrongly disagree
Out of total 20 respondents who are not recommending internet banking services to other
,8 respondents are strongly agree that manual banking is more convenient,6 respondents

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are agree followed by 2 are neutral while 3 are disagree that manual banking is more
convenient than internet banking.
It means most of the respondents are not recommending to others for using internet service
because they strongly believe that manual banking is more easy & convenient for them.

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23. Do you consider starting using internet banking in the near future?
Yes 7 15%
No 13 65%
Consideration of starting using internet banking services
13
Yes
No
Out of 20 respondents who are not recommending internet banking services to others,35%
respondents intends to start using internet banking in near future while 65% respondents do not start
using internet banking in near future.

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Spearmen’s rank order test:
Factors Calculations Total Rank
Safety & (6*1)+(3*2)+(4*3)+(2*4) = 6+6+12+8 32 5

security
Up-to-date (6*1)+(5*2)+(2*3)+(2*4)+(1*5)+(1*6) 41 6
information
= 6+10+6+8+5+6
Easy (5*1)+(2*2)+(1*3)+(1*4)+(1*5)+(1*6) 27 3
accessibility
= 5+4+3+4+5+6
Place (4*1)+(2*2)+(2*3)+(2*4)+(1*6) = 28 4
convenience 4+4+6+8+6
Time & cost (3*1)+(2*2)+(1*3) = 3+4+3 10 1
Transparency (5*1)+(2*2)+(2*3)+(1*5) = 5+4+6+5 20 2
Spearman’s rank order is used to show the main factor or attribute considered by respondents. Least
score of ranks has been given priority over others. From above calculation, it can be concluded that time
& cost is one of the factor their carrying rank score of 10 which affects respondents in their decision
regarding internet banking services followed by other factors like transparency, easy accessibility,
convenience, safety & security & up to date information respectively.

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Chi – Square Test of Goodness of fit

Reasons for using Internet Banking
Services
H0 = There is no significant difference between observed responses & expected responses about
reasons for using internet banking.
H1 = There is a significant difference between observed responses & excepted responses about reasons
for using internet banking.
Table showing observed & excepted responses about reasons for using internet banking
Response O E (O-E) (O-E)2 (O-E)2/E
Better information 15 18.57 -3.57 12.75 0.68
Easy to use 27 18.57 8.43 71.06 3.82
Convenient 22 18.57 3.43 11.76 0.63

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Safety & security 17 18.57 -1.57 2.46 0.13
Save time 33 18.57 14.43 208.22 11.21
Cost effective 10 18.57 -8.57 73.44 3.95
Other 6 18.57 -12.57 158.00 8.50
Σ(O-
Total 130 E)2/E=
28.92

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Degree of freedom = n-1
= 7-1
=6
10% level of significance,
c˃ t
10.6446 < 28.92
Thus, Ho is accepted.
From above calculation, it can be stated that null hypothesis is accepted as calculated value is lesser
than tabulated value. It means that there is a significance difference in observation and expectation
about reasons of using internet banking services.

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FINDINGS
 Most of the male & younger age group who are businessmen & self-employed
respondents are giving more responses.
 29% & 35% respondents are using internet for paying bills & transfer their money.
 The major factors are affecting consumer attitudes towards using internet banking
services are the saving time, 24 hrs easy accessibility.
 Positive perception of respondents with 31% towards using ATM &25% towards
checking bank statement services of Bandhan bank.
 Majorly service provider (bank) is more influencing for choice in starting use of
internet banking services.
 There are main two reasons-lack of human contact & lack of knowledge about
internet banking for consumers who are not using internet banking services.
 Mostly consumers are using internet banking services on weekly basis.

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CONCLUSION
The primary purpose of doing this study was to understand consumer behavior towards internet
banking services of Bandhan Bank Ltd. in Varanasi city. In the study, it has been found that most of
people prefer internet banking services such as ATM & checking bank statement of Bandhan bank ltd.
According my research, I found that factors plays biggest role for using internet banking services are
saving time & 24 hrs accessibility of Bandhan bank ltd. Company is required to create awareness of
internet banking services through digital channels particularly in Varanasi City as one of the major
factor that is lack of awareness about services has been also found form the study. Company should
also provide customer support executives with low cost services.

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LIMITATION OF THE STUDY

 The present study has covered Varanasi city only due to limitation of time.
 Biased responses can be possible due to human contact.
 Sometimes respondents were not ready to give response because of time constraint.
 The sample size of the study is very small due to cost and time constraints.

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BIBLIOGRAPHY
Bajpai, N. (2011). Business research methods. Pearson Education India.
Dr. M. Abdul Hakeem and Y. Moydheen Sha (2015) “An Empirical Study towards Customer
Satisfaction in Internet Banking services with special reference to Tiruchirappalli District”, IJSR -
International Journal Of Scientific Research, Volume : 4, Issue : 5, May 2015, ISSN No 2277 – 8179.
A.SAmsunisa (2015) “A Study On Customers’ Perception Towards Internet Banking Services At

Chennai”, Research Journal of Commerce and Behavioural Science, Volume: 04, Number: 12,
October- 2015, ISSN: 2251 1547.
Prema C. (2013), Factor Influencing Consumer Adoption of Internet Banking in India,

Karunya School of Management, Karunya University, Coimbatore, India.
Harris (2007) “Internet banking is becoming need to have service”
Abou-Robich, Moutaz “A study of e-banking security perceptions and customer

Satisfaction issues. (2005)
www.acadamia.edu
www.bandhanbank.com
https://www2.deloitte.com
https://www.ey.com
https://googleweblight.com
www.ibef.org
www.irjbm.org
www.iosjournals.org
https://iresearchservices.com
www.rbi.org.in

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QUESTIONNAIRE
“A Study on Consumer Behaviour towards Internet Banking

Services of Bandhan Bank Ltd. In Varanasi City”
I, Nitish Chandra Pandey, am a student of MBA and want to “Study

on consumer behaviour towards internet banking services of
Bandhan Bank Ltd, Varanasi.” Kindly spare your valuable time and
give honest opinion for the fruitful result of the study. The data
collected will be kept confidential and used for the purposes of this
academic research only.
THANK YOU.
 Name :…………………………………………………………………………
 Address :…………………………………………………………………………
…………………………………………………………………………
 Gender : (a) Male (b) Female

 Age : (a) 18-25 years (b) 26-35 years
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(c) 36-45 years (d) 46-55 years
(e) Above 56 years
 Occupation : (a) Student (b) Businessman
(c) Self-employed (d) Housewife
(e) Other (please specify)……………………………
 Education level : (a) Primary (b) Secondary
(c) Graduate level (d) Masters Level
(e) Doctoral level

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1. What is your monthly income range?
(a) less than Rs.10,000 (b) Rs.10, 000 to 20,000

(c) Rs.20, 000 to 30,000 (d) Rs.30, 000 to 40,000
(e) Above Rs.50, 000
2. In which bank do you have your account?
(a) HDFC bank (b) Axis bank
(c) ICICI bank (d) SBI
(e) Punjab National bank (f) Other (please specify)…………….
3. Which bank’s internet services are you currently using other than
Bandhan Bank?
(a) AXIS bank (b) Bank of India
(c) HDFC bank (d) ICICI bank
(e) Punjab National bank (f) Other (please specify)…………………
4. Do you feel safe in disclosing your details on internet?
(a) Yes (b) No
5. What are your main transactions you would prefer to do by

internet? (Tick one or more)
(a) Money transfer (b) Pay bills

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(c) Order a cheque book (d) Request a demand draf
(e) Stock transactions
6. Are you satisfied with your bank services?
(a) Highly satisfied (b) Satisfied
(c) Neutral (d) slightly satisfied
(e) Not satisfied

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7. Are you using internet banking services offered by the Bandhan

bank?
(a) Yes (b) No
 If you answered “yes” then please give your response for
following questions:
8. What are the reasons to use internet banking? (Tick one or more)
(a) Better information (b) Easy to use
(c) Convenient (d) Safety & security
(e) Save time (f) Cost effective
(g) other (please specify)…………..
9. How often do you use internet banking services?
(a) Daily (b) Weekly
(c) Monthly (d) Yearly
(e) Never
10. From how many years, internet banking services do you use?
(a) Less than 1 year (b) 1-2 years
(c) 2-3 years (d) More than 3 years
11. Who/What affects your choice in starting to use internet

banking?

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(a) Family (b) Friends
(c) Service provider (bank) (d) Promotions
(e) Other (please specify)……………………..

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12. Which type of internet banking services do you use? (Tick one
or more)
(a) ATM (b) Bill payment
(c) Fund transfer (d) Credit card (e) Bank statement
13. Rate the following internet banking services.
Services Excellent Very Good Average Not
good good
ATM
Fund transfer
Bill payment
Credit card
Bank statement
14. What are the factors which affects your decision regarding
internet banking services? (Rank the following)
Safety & security…………………………

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Updated information………………….
Easy Accessibility………………………..
Place Convenience……………………..
Time & cost saving……………………..
Transparency……………………………..

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15. Please give the opinion regarding internet banking through

following details.
Particulars Strongly Agree neutral Disagree Strongly
agree Disagree
Safety &
security
Provide up
to date &
accurate
information
24 hrs
accessibility
Easy to use
Time saving
Cost
Effective

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Variety of
features &
services that
are offered
transparency
Human
contact is
not essential
convenience
16. Would you recommended internet banking services to other?

(a)Yes (b)No

lOMoARcPSD|24988749
 If you answered “no” then please give your response for
following questions:
17. What are the reasons you do not use internet banking services?
(Tick one or more)
(a) Unreliability (b) Difficulty to use
(c) Lack of knowledge about internet banking services

(d) Lack of human contact (e) Lack of safety & security
(f) Costs (g) other (please specify)…………
18. Manual banking is more convenient than internet banking?
(a) Strongly agree (b) Agree
(c) Neutral (d) Disagree
(e) Strongly disagree
19. Do you consider starting using internet banking in the near

future?
(a) Yes (b) No
 Suggestions:

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…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………

Bandhan Bank Mini Project by Nitish 2022

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Bandhan bank mini project by nitish 2022

Masters of Business Administration (Dr. A.P.J. Abdul Kalam Technical University)

Studocu is not sponsored or endorsed by any college or university

Summer Training Report report on

Study of consumer behavior of internet banking user of

Submitted in partial fulfillment of the requirements for the Two Years

Under Supervision of: Submitted By:

Mr .Chandra Sekhar Singh Nitish Chandra Pandey

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governing of MBA course .

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practical training period at Bandhan Bank Ltd.

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every person for helping me thought my summer training.

Let us begin my acknowledgement by thanking my Institute Project guide Mr.Chandrasekhar

acknowledge & thank all the respondents of my questionnaire whose involvement in my

research enabled my study to be possible & representative.

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any, have been duly acknowledged.

Date: Nitish Chandra Pandey

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for any bank.

& other tactics.

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Sr. No. Particulars Page No.

Executive Summary VIII

1.0 Part – 1 Industry Information

1.1 About the Industry

1.2 World Market

1.3 Indian Market

1.4 Growth of the Industry

2.0 Part – II Organization Information

2.1 About Organization

Introduction to Functional Department

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2.3 Organization Structure

2.4 SWOT Analysis

3.0 Part – III – Primary Study

3.1 Introduction of the study

3.2 Literature Review

3.3 Background of the Study

3.4 Problem Statement

3.5 Research Objective

4.0 Research Methodology

4.1 Research Design

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4.2 Source/s of Data

4.3 Data Collection Method

4.5 Sampling Method

4.6 Sampling Frame

4.7 Data Collection Instrument

4.8 Data Analysis & Interpretation

5.2 Limitation of the Study

6.0 References / Bibliography (APA Style)

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Derivation of the word ‘Bank’

Roles of banks in development of country

 Promote saving habits among people

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