“A STUDY ON CONSUMER AWARENESS

AND SATISFACTION BY USING

YONO SBI APPLICATION”

A Dissertation submitted to
PG DEPARTMENT OF COMMERCE
In partial fulfillment of the requirement for the degree of
MASTER IN COMMERCE

Submitted to

HOD, PG DEPARTMENT OF
COMMERCE

Submitted by
SIBANI MAHATO
(21PCOM056)

DEPARTMENT OF COMMERCE

GOVERNMENT (AUTONOMOUS) COLLEGE, ROURKELA

2023
 GOVERNMENT (AUTONOMOUS) COLLEGE,
ROURKELA

DEPARTMENT OF COMMERCE
CERTIFICATE

This is to certify that the project report entitled “A STUDY ON

CONSUMER AWARENESS AND SATISFACTION BY USING
YONO SBI APPLICATION” is submitted for awarded of the degree of
M.COM to Government Autonomous College, Rourkela embodies the
result of bonafide research work carried by SIBANI MAHATO under the
guidance of Manoranjan Senapati faculty in commerce. No. part of the
dissertation work has been submitted for any other degree or diploma.

Mr.Dhiren ku. Mahanta (Asst. proof)

HOD, PG Department
Of Commerce Manoranjan Senapati
Faculty in Commerce
PG Department of
Commerce
 DECLARATION

I SIBANI MAHATO, hereby declare that the dissertation work entitled “A

STUDY ON CONSUMER AWARENESS AND SATISFACTION BY
USING YONO SBI APPLICATION” submitted to Government
Autonomous College, Rourkela for the award of the degree of M.COM is an
original piece of work done by me & has not been submitted for the award of
any Degree or Diploma.

Place: Rourkela SIBANI MAHATO

Date: 21PCOM056
 ACKNOWLEDGEMENT

I would like to extend my sincere and heartfelt thanks towards all

those who have helped me in making this project. Without their
active guidance, helped, cooperation and encouragement, I would
not have been able to present the project on time.

I extend my sincere gratitude to my principal Mr.Bijay kumar Behra

and HOD of commerce department for their moral support and
guidance during the tenure of my project.

I also acknowledge with s deep sense of reverence, my gratitude

towards my parents and faculty members of commerce department
for their valuable suggestion give to me in completing the project.
 TABLES OF CONTENTS

CHAPTER NO. CONTENTS

LIST OF TABLES

LIST OF FIGURES

CHAPTER 1 INTRODUCTION

CHAPTER 2 REVIEW OF LITERATURE

COMPANY PROFILE
CHAPTER 3

DATA ANALYSIS AND

CHAPTER 4
INTERPRETATION

FINDINGS, SUGGESTIONS &

CHAPTER 5
CONCLUSION

BIBLIOGRAPHY

ANNEXURE
 CHAPTER 1

INTRODUCTION
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 acronym 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 using 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 thing that can be done
 Through this app including applying for loans, opening 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 for loans, auto loans, withdraw their salaries etc. Apart from this YONO
can be used for fund transfers 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

RESEARCH PROBLEM

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 analyses how much SBI bank account
holders have awareness towards the YONO offered by SBI and its satisfaction
among the users.

OBJECTIVE OF STUDY
The objective of the study follows:
1. To determine the level of awareness of the customer of YONO service.
2. To determine the customer satisfaction towards the services of ‘YONO SBI’
Application.

REASEARCH METHODOLOGY:

The study was based on primary data as well as secondary data. Primary data
was collected by using structured questionnaire and face interview with the
respondents and through observation and secondary data was collected through
online questionnaire.
 Sample and sample size:

In this study, research spread out 50 questionnaires to the population,

Customer of State Bank of India, Rourkela. By using convenience sampling

technique but it turned out that only 30questionnaires were returned. So
these 30 respondents became the research sample.

Designing of Questionnaire:
The questionnaire was designed by incorporating closed ended questions on
awareness, familiarity, uses etc. A set of questions using 3 point liker scale
were use for measuring the customer satisfaction forwards the service based on
following factors.

1. Reliability and Convenience

2. Safety and Security

3. User Interface

Hypothesis:

Null hypothesis based the research question stated above.

Null Hypothesis (H0)1: There significant difference between ‘Gender ‘and

‘Customer Satisfaction’

Alternate Hypothesis (H1)1: There is significant different between ‘Gender’ and

‘Customer Satisfaction’.

Null Hypothesis (H0)2: There is no significant difference between ‘Age’ and ‘Customer
Satisfaction’

Alternate Hypothesis (H1)2: There is no significant difference between ‘Age’ and

‘Customer Satisfaction’
Limitation of the Study:
 The area of the survey was limited to Rourkela only.

 Questionnaire method involved some uncertainty of response. Co-

operation on the part of information, in some cases, was difficult to
presume.

 The nearest YONO cash point screen is very dim and it not clearly visible
for which the customer get confused and frustrated.

 Most of the time the YONO cash point faces technical error.

 Most of the customer do not want to use ‘YONO Cash’ as they believe it
is risky and it is not safe to use Internet Banking
 CHAPTER 2

REVIEW OF LITERATURE
1. Lakshmi Narayana et.al(2013) in their study entitle “A study on customer satisfaction
towards Online banking service with reference to Bangalore city” focuses on
investigating the major factors that influence online customer ‘satisfaction with the overall
service quality of their banks. Assessing the power of these factors in the context of online
(Internet) Banking and would, therefore, help the bank, management not only in improving
the level of satisfaction but also strengthening the bond between the banks and their
customers thereby help in them to retain and expand their overall customer base. Further
this study reveals that online banking, to make a customer’s banking experience more
conveninent,efficient, and effective, it becomes even more important to ascertain the
customers’ perception of the overall service quality and their satisfaction with the current
online banking services.
2. Vimala (2015) has attempted a study on “An Evaluation Study on Internet banking
security among Selected Indian Bank Customers”. This study shows that Internet
banking is very convenient and fast, it is mired with several security issues. Banking
institution have taken several measures to ensure safety measures for their customers while
performing various transactions online banking sector is one of the major beneficiaries of
the Internet revaluation and the growth of banking technology products have been
remarkably increasing. Internet banking system proves to be very versatile in completing
transaction like balance inquiry, withdrawal, deposits, viewing the bank statement, and
record recent transaction. From this study rightly observed that, very few works have
focused on Internet Banking, its usage, safety measures and its perceptions, attentiveness
level, satisfaction levels, attitudes and behavior of the internet banking, security issues and
financial frauds
3. Ramadhan (2011), in his research on ‘Internet Banking, Consumer Adoption and
Customer Satisfaction’, focused on customer adoption and customer satisfaction
especially in the African setting about technology implementation of internet banking. His
main hypothesis is no significant relationship between internet banking service and
customer satisfaction and no significant relationship between customer adoption and
customer satisfaction.
4. Khaled Bin Amir and Dr.Hasina Sheykh(2017) in their study entitle “Analysis of
customer satisfaction on online Banking: A case study on “One Bank Limited” has
stated that customers were not aware and willing to take this services .But level of
satisfaction is greater for some parameters and less for some parameters . Likewise,
customers are satisfied with security and user friendliness of the website of the banks and
somewhat neutral in perception with update frequency. For this reason, internet banking
has become an important measurement tools to attract larger customer base.

5. Sunith C K (2019) has made An empirical study of customer satisfaction in E-banking

services. This study stated that Electronic banking incorporates system that enable
individual customer to access their accounts, transact with speed and obtain current and
update information on last financial products and service through public or private
networks. It accommodates a variety of platforms such as internet banking, telephonic and
television base banking, automated teller services, mobile phone banking as well as
personal computer based and offline banking service. Customer is distinguished from a
consumer in the sense that a customer pays for a product or service while a consumer is the
end user who experience a product or service.

6. Akinyosoye, (2011), in his research article entitled on ‘Customer Preference for E-

Banking services: A Case study of Selected Banks in Sierra Leone’, researcher his
found that online banking has a lot of benefits which added to customers satisfaction in
terms of better quality of service offering and at the same time enable the banks gain more
the success of e-banking service and thus constitute major concern to financial institutions
and customers. Researchers selected 360 respondents and used four point liker scale
method for purpose of measurement of customer’s satisfaction. He finally concluded that
many people are increasingly using this service. E-banking has become more important
phenomenon in the banking industry with continuous progress in information technology.
Finally e-banking experiencing transformation from cost based system to a paperless
system that is more convenient and reliable.
7. A.T.Mohammed, (2012), in his research article entitled on E-Service Quality strategy:
Achieving customer Satisfaction in online’, has emphasized that online banking requires
formulating a strategy of building of framework for web based e-service quality model in
internet banking services. Online banking for the customer satisfaction which can lead to
build and measure an innovative e-services Model that is applicable to evaluate the web
based internet banking services quality.
8. Al-Zubi (2011), in his research paper entitled on ‘E-banking functionality and
outcomes of customer’s satisfaction: An empirical Investigation’, Stated that the
adoption of e-banking had positive effects on customer satisfaction, loyalty and positive
WOM (Word of Mouth). The study was amide to reveal the adoption of e-banking factors
in the Jordain commercial banks, to determine the factors which constitute e-banking
functionality in the Jordian Commercial banks and to examine the effect of customer
satisfaction. The researcher gathered the 185 questionnaires, yielding a response of 179
respondents. Researcher formulated various hypotheses pertaining to accessibility,
convenience, security, and privacy, content, design, speed, fees and charge have positive
influence on customer satisfaction. Apart from this security, privacy and content appeal
have the greatest impact on customer’s satisfaction.
9. Ankit (2011), in his research article entitled on ‘Factors Influencing Online Banking
Customer Satisfaction and Their Importance in Improving overall Retention Levels:
An Indian Banking Perspective’ focused on investigation of the major factors that
influence online customers satisfaction with the overall service quality of their banks.
Today more and more Indian banks are trying to differentiate themselves in a fiercely
competitive Industry. The objectives of the paper are to investigate the factors that
influence the level of satisfaction of online customer (i.e. customer using online or internet
banking services) of selected retain banks and assessment of relative significant of those
factors on overall satisfaction of these online banking customers.
10. Gad.et.al (2008), in research article entitled on ‘Customer Satisfaction with Online
Banking: A case Study on HSBC Egypt’ examined the five online service quality
dimensions, reliability, efficiency, responsiveness, fulfillment and privacy. The main
objective of the study is to measure the customer satisfaction concerning HSBC online
banking service quality among five dimensions and to measure the impact of demographic
variables on customer satisfactions concerning HSBC online banking service quality.
11. Rangsan Nochai.et.al (2013), in their research on ‘The Impact of Internet Banking
Service on Customer Satisfaction in Thailand: A Case study in Bangkok’ they were
intended to find out internet banking service dimensions that have the impact on
customer satisfaction among top three banks in the Bangkok. They studied safety,
reliability of the services and transactions efficiency. Customer support including before
sell support and after sell support services security as the freedom from danger, risk or
doubt. It involves physical safety, financial security and confidentiality, Ease of use as
the factors influencing the adoption of interest banking and related an easy to remember
URL address. Researchers studied six major banks in Thailand.

12. Selvachandra.(2011) , in his research on ‘A study on Customer Satisfaction towards

E-banking services of ICICI Bank in Chennai City’ found that the electronic based
business models are replacing conventional banking system and most of the banks are
rethinking business process designs and customer relationship management strategies.
They are also studied online banking which provides various alternatives e-channel to
using banking services that is ATM, credit card, debit card, internet banking, mobile
banking, and electronic fund transfer. The main objective was to analyze the level of
customer satisfaction towards service provided by ICICI bank ltd. The researcher used
the ANOVA method for analysis of data. They have finally concluded various
dimensions of the services rendered by the ICICI bank customer’s perception on the
services have been exhibited in analysis.

13. Reeta Clonia. (2016) has conducted study on “E-banking in India: current and
future prospect”. Reeta has examine that E-banking is the most pioneering trend
among the customers in the present era for trust more expeditious and secured
financial services .The transfer from traditional banking to E-banking has been earn
elevating amendment in banking dealings. Banking industry in India and additionally
discussed the magnification rate and future prospects of the E-banking service
provided by the Indian banks in this regard. Economic growth and development of any
country is mainly influence by the advancement of the banking sector in that particular
nation.
14. Bello et.al (2010) in his research article entitled on ‘Impact of E-banking on
Customer Satisfaction in Nigeria’ examined and assessed the impact of e banking
services on customer satisfaction. He found that many banks customers in Nigeria are
fully aware of the positive developments in information technology and
telecommunication. Customers perception of and reaction to their developments are
issues of concern to both Government and Banking Industry. He concludes that
electronic banking has become one necessary survival weapon and is fundamentally
changing the banking industry worldwide.

15. Cai.et.al (2001), in their research article entitled on ‘the key Determinants of Internet
Banking Service Quality: A content analysis’ the Researchers focus on the issue
associated with internet banking service quality. This can be classified into three broad
categories first is customer’s service quality second is Banking service product quality and
third is online system quality. The researchers found out customer service quality
indentified in reliability, Responsiveness, competence, access, communication,
creditability, understanding, collaboration and continuous improvement. The researcher
finally concluded the quality initiatives should be begin depending on customers’ needs
and preferences and their related quality dimensions.

16. Cheng.et.al (2012), in their research entitled on ‘An analysis of customer Switching
Internet Banks in Hong Kong’ examined that the main direct effects of customer
satisfaction loyalty and switching costs on split internet bank behavior and model also
examines the moderating role of socio- economic characteristics on the relationship
between customer satisfaction, loyalty and switching costs- split of internet bank behavior.
Final result of this research provided Split internet banking behaviors is widespread and is
heavily influenced by such factors as risk reduction, relative advantage of selected internet
banks, prestige needs for credit and special circumstances.
17. Hazlina Abdul Kadir.et.al (2011), in their research article entitled on ‘Impact of
Services Quality on Customer Satisfaction: Study of online banking and ATM
services in Malaysia’ identified the effects of services offered by Malaysian bank
through online media and ATM’s on customer satisfaction. At first online banking
services demanded some facilities such as computer and software to offer their services.
This study include the 500 sample of student in different Malaysian Universities (All
have Bank Account) and use the Two-Way ANOVA for the purpose of analyzing
collected data. SERVQUAL model found unable to respond customer need.

18. Janaki (2010)11, in her research article entitled on ‘E-baking Challenges and
Responses in Durai, The Changing Era of E-banking’ she found that clear and
widely disseminated strategy that is driven from the top and takes into account the
effects of e-banking, together with an effective process for measuring performance
against it. She suggested undertaking market research, adopting systems with adequate
capacity and scalability, undertaking proportional advertising campaigns and insuring
that they have adequate staff coverage and a suitable business continuity plan.

19. Kumbhar (2012) in his research article entitled on ‘Factors affecting on customer
Satisfaction in E-banking: a case study of Public and Private Sector Banks ‘the
study found that demographics of the customers are of the most important factors which
is influencing internet banking services. There is significant difference in the customer’s
perception in internet banking services provided by the public and private sector banks.
In this research paper main objective is to observe major users group of internet banking
services, service quality and their satisfaction between customer’s demographics and
internet banking. The overall results show that lightly educated, employees,
businessmen and belongs to higher income group and younger group are using this
service.
20. Thanh Nguyen. et.al (2004), in their research on ’Impact of Internet Banking on
Customer Satisfaction and Loyalty: A conceptual Model’ defined internet banking,
internet banking technology, benefits of internet banking, product and services offered
online and internet banking and customer behavior.
21. Kumbhar (2011), in his research article entitled on ‘Factors affecting the customer
satisfaction in e-banking: some evidence from Indian Banks’ focused on the impact of
service quality dominations on customer satisfaction in brand perception on e-banking.
These study based on the hypothesis is that all services quality dimension under study are
not significantly contributions, perceive value in e-banking The result of the study indicates
that perceived value, brand perception, cost effectiveness, easy to use, convenience
problem handling, security Assurance and responsiveness are important factors in customer
satisfaction regarding e-banking.

22. Kumbhar (2011), in his research article entitled ‘Service quality Perception and
Customer Satisfaction in Internet Banking Service: a Case Study of Public Sector and
Private Sector Banks’ found the e-banking is cost effectives and compensation are
predictors of brand perception in e-banking.the objective of the study To assess the impact
of service quality dimensions on customer satisfaction in e-banking, To assess the impact
of perceived value of e-banking service on customer satisfaction.

23. Mahmod Jasim Alsomydai.et.al (2012) in their research article entitled

‘The Factors influencing customer’s satisfaction and continuity to Deal with e-

banking services in Jordan’ examined the factors affecting customer’s satisfaction for the
continuation in dealing with electronic services. The researcher constructs his study divided
his study in five dimensions including e-banking services quality, personal factors,
perceived usefulness, customer satisfaction and continuity to deal with e banking services.
Main objective was to explore the impact of the factors related to e-banking service quality
on customer satisfaction. The researchers found that personal factors including knowledge
needs, trust habit and personal experience as well as perceived usefulness as major factors
influencing Jordian Consumers satisfaction and continuity to deal with Jordian e-banking
services.
24. Nupur.(2010), in his research on “E-banking and Customer Satisfaction in Bangladesh:
An Analysis”, estimated that e-banking can provide faster and reliable services to the
customers. They are relatively happy. The study period was 2006-09. This paper elaborates
the impact of variables of e-banking on customer pleasures in Bangladesh. The main
objective of this paper has to find out whether e-banking can satisfy customers or not. The
researcher selected 400 samples and used random sampling method. Finally researcher
concluded a number of private bank are operating their online banking activities in
Bangladesh
25. Pho.(2009) , in his research on ‘Drivers of Customer Intention to use Online Banking:
An empirical Study in Vietnam’ examined the GDP growth of Banking, which is
approximately 15% and these industries play vital role in the Economy. In online banking
comes a new person in Vietnam and rare rates of Adoption of online banking. The
researcher formulate hypothesis of the service quality is positively related to brand
experience and banking service providers trustworthiness was accepted. The researchers
finally concluded the online banking services and customer intension are receiving
attention.
 CHAPTER -3

PROFILE OF THE ORGANISATION

OVERVIEW

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 one- fourth of the total loan and
deposits market.

State Bank of India is the largest and one of the oldest commercial bank in India, in
existence for more than 200years. The bank provides a full range of corporate,
commercial and retail banking service in India. Indian central bank namely Reserve
Bank of India(RBI) is the major shareholder of the bank with 59.7% stake .The bank
is capitalized to the extent of Rs.646bn with the public holding (other than promoters)
at 40.3%.SBI has the largest branch and ATM network spread across every corner of
India. The bank has branch network of over 14000 branches (including subsidiaries).
Apart from India network it also has a network of 73 overseas offices in 30 countries
in all time zones, correspondent relationship with 520Intenational banks in 123
countries. In recent past, SBI has acquired banks in Mauritius, Kenya and Indonesia.

The bank is listed on the Bombay Stock exchange, National Stock Exchange, Kolkata
Stock Exchange, Chennai Stock Exchange and Ahmadabad Stock exchange while its
GDRs are listed on the London Stock Exchange .SBI group accounts for around 25%
of the total business of the banking industry while it accounts for 35% of the total
foreign exchange in India .With this type of strong base, SBI has displayed a
continued performance in the last few years in scaling up its efficiency levels.
HISTORY:
The Origin of the State bank of India goes back to the first decade of the nineteenth
century with the establishment of the Bank of Calcutta in Calcutta on 2 June 1806, later
renamed the Bank of Bengal .The Bank of Bengal was one of three presidency banks, the
other two being the Bank of Bombay (incorporated on 15 April 1840) and the Bank of
Madras (incorporate on 1 July 1843) .All three presidency banks were incorporated as joint
stock companies and were the result of royal charters. These three banks received the
exclusive right to issue paper currency till 1861 when, with the paper Currency Act, the
right was taken over by the government of India. The presidency banks amalgamated on
27January 1921, and re-organized banking entity took as its name Imperial bank of India
reminded a joint stock company but without Government participation.

Pursuant to the provision of the State Bank of India Act of 1955, the Reserve Bank of
India, which is India’s central bank, acquired a controlling interest in Imperial Bank of
India .On 1july 1955, the Imperial Bank of India became the State Bank of India .In 2008,
The Government of India acquired the Reserve Bank of India’s stake in SBI so as to
remove any conflict of interest because the RBI is the country’s banking regulatory
authority.
In 1959, the government passed the State bank of India (Subsidiary Banks) Act, which
made eight state banks, the associated of SBI subsidiaries that had belonged to princely
states prior to their nationalization operational take over between September 1959 and
October 1960.This acquisition was in tune with the first five year plan, which priorities the
development of rural India. The government integrated these banks into the State Bank of
India system to expand its rural outreach. In 1963, SBI merged State Bank of Bikaner
(est.1944).
SBI has acquired local banks in rescues. The first was the Bank of Bihar (est. 1911), which
SBI acquired in 1969, together with its 28 branches. The nest year SBI acquired National
Bank of Lahore (est. 1942), which had 24 branches. Five years later, in 1975,SBI acquired
Krishna ram Baldeo Bank ,which had been established in 1916 in Gwalior state and were
identified by the same blue keyhole logo.
OUR VISION:

 My SBI
 My customer first
 My SBI: First in customer satisfaction

OUR MISSION:

 We will be prompt, polite and proactive with our customers.

 We will speak the language of young India.
 We will create products and services that help our customers
feel valued.
 We will be off service even in the remotes part of our country.
 We will offer excellence in services to those abroad as much as
we do to those in India

OUR VALUES:

 We will always be honest, transparent and ethical

 We will respect our customers and follow associates
 We will be knowledge driven
 We will learn and we will share our learning
 We will never take the easy way out
 We will do everything we can to contribute we work in
 We will nurture pride in India
 CHAPTER- 4

DATA ANALYSIS AND INTERPRETATION

Table 4.1 showing gender wise classification of respondents

Gender Responses Percentage

Male 35 70%
Female 15 30%
Total 50 100%
(Source: Primary data)

Figure 4.1 showing gender wise classification of respondents

30%

Male
Female

70%

Interpretation

Table 4.1 shows gender wise classification of respondents. It reveals that 70%
of the respondents are male and 30% of respondents are female.
Table 4.2 showing age wise classification

Age No of respondents Percentage

20-30 29 58%
30-40 11 22%
40-50 4 8%
50-60 6 12%
Total 50 100%
(Source: Primary data)

Figure 4.2 showing age wise classification

35

30

25

20

15

10

0
20-30 30-40 40-50 50-60

Interpretation

Table 4.2 shows 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.
Table 4.3 Showing respondents on usage of net banking provided by SBI?

Particulars Frequency Percentage

Yes 50 100%
No 0 0%
Total 50 100%

Particular Frequency Percentage

Yes 45 90%

No 5 10%

Total 50 100%

(Source: Primary data)

Figure 4.3 showing respondents on usage of net banking provided by SBI?

100%
90% 90%
80%
70%
60%

50%
40%
30%
20%

10%
10%
0%

yes no

Interpretation

Table 4.3 shows Out of 50 respondents 90% of the respondents is doing net
banking and 10% of them are not doing net banking
Table 4.4 showing awareness of respondents on SBI YONO app
 (Source- Primary data)

Figure 4.4 showing awareness of respondents on SBI YONO app

yes
no

100%

Interpretation

100% of respondents are aware about SBI YONO application.

Table 4.9 showing the uses of YONO SBI Bank’s service.

 Year Frequency Percentage
6 month 11 22%
1 -2 year 18 36%
3 year 12 24%
5 year 9 18%
Total 50 100%

(Source- Primary data)

Figure 4.4 showing the uses of YONO SBI Bank’s service.

18% 22%

6 month
1-2 year
3 year
24% 5 year

36%

Interpretation
Table 4.11 showing reliability of internet banking of SBI

Particulars Frequency Percentage of response

Strongly agree 27 54%
Agree 19 38%
Neutral 4 8%
Disagree 0 0%
Strongly disagree 0 0%
Total 50 100%
(Source: primary data)

Figure 4.11 showing reliability of internet banking of SBI

neutral 8%
disagree strongly
0% disagree 0%

agree strongly agree 54%

38%

Interpretation

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.
.

Table 4.5 showing transaction through SBI YONO app

Frequency Percentage
Particulars
Yes 34 68%
No 16 32%
Total 50 100%
(Source: Primary data)

Figure 4.5 showing transaction through SBI YONO app

yesno

32%

68%

Interpretation:

68% of the respondents have transferred money using SBI YONO app and
32% does not transferred money through YONO.
Table 4.10 showing response on YONO Cash point/ Enabled ATM

Particulars Frequency Percentage

Yes 31 62%
No 19 38%
Total 50 100%
(Source: Primary data)

Figure 4.10 showing awareness on YONO Cash point/Enabled ATM

yesno

38%

62%

Interpretation:

62% of respondents have seen YONO cash point or enabled ATM and 38%
have not seen YONO cash point/ enabled ATM.
Table 4.15 showing awareness on YONO Cash feature provided by SBI

Particulars Frequency Percentage

Yes 36 72%
No 14 28%
Total 50 100%
(Source: Primary data)

Figure 4.15 showing awareness on cash featured provided by SBI

yesno

28%

72%

Interpretation

72% of respondents are aware about YONO cash feature provided with YONO
SBI app and 28% of respondents are not aware.
Table 4.6showing awareness about the functions of YONO app like ATM
application, Blocking, Request for Cheque etc.

Particulars Frequency Percentage

Yes 41 82%
No 9 18%
Total 50 100%
(Source: Primary data)

Figure 4.6 showing awareness about the functions of YONO app like
ATM application, Blocking, Request for Cheque etc.

yesno

18%

82%

Interpretation:

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.
Table 4.7 showing awareness of the respondents about creating fixed
deposits /recurring deposits, mutual fund etc. using YONO app.

Particulars Frequency Percentage

Yes 37 74%
No 13 26%
Total 50 100%
(Source: Primary data)

Figure 4.7 showing awareness of the respondents about creating fixed

deposits /recurring deposits, mutual fund using YONO app.

yesno

26%

74%

Interpretation:

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.
Table 4.8 Awareness about different usage of YONO app like recharge,
bill payment, etc.

Particulars Frequency Percentage

Yes 42 84%
No 8 16%
Total 50 100%
(Source: Primary data)

Figure 4.8 awareness about different usage of YONO App like recharge,
bill payment etc.

yesno

16%

84%

Interpretation

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.
Table 4.16showing response speed of SBI YONO app is fast

Particulars Frequency Percentage

Strongly agree 30 60%
Agree 15 30%
Neutral 5 10%
Disagree 0 0%
Strongly disagree 0 0%
Total 50 100%
(Source: Primary data)

Figure 4.16 showing response speed of SBI YONO app is fast

70%
60% 60%
50%

40%
30% 30%
20%

10%
10%
0% 0%
0% disagree strongly disagree
strongly agree agree neutral

Interpretation

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.
Table 4.15 showing safe for withdrawing money from any ATM

Particulars No response Percentage

Using YONO cash 3 6%
Using ATM 47 94%
Total 50 100%
(Source: Primary data)

Figure 4.15 showing safe for withdrawing money from any ATM

Respondent
Respondent
94%

6%

using YONO cash using ATM card

Interpretation

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.
Table 4.14 showing safety of online transaction through YONO

Type of response No of response Percentage of response

Strongly agree 27 54%
Agree 15 30%
Neutral 8 16%
Disagree 0 0%
Strongly disagree 0 0%
Total 50 100%
(Source: Primary data)

Figure 4.25 showing safety of online transaction through YONO

60%
50%

40%

30%
20%

10%
0%

strongly agreeagree neutral disagree strongly disagree

Interpretation:

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.
 CHAPTER 5

FINDINGS, SUGGESTIONS & CONCLUSION

5. 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 Thrissur district, For the purpose of study, primary
data was collected from 50 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.

• Majority of respondents were using savings account.

• 95 percentage of respondents were using net banking.
• 54 percentage of respondents strongly agrees on reliability of net
banking of SBI
• 70 percentage of respondents knows about time taken for banking
registration.
• 100 percentage of respondents knows about SBI YONO app.
• 68 percentage of respondents have transferred through SBI YONO app.
 • Most of respondents are aware about functions of YONO app like ATM
Application, blocking, request for cheque etc.
• 74 percentages 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.
• More than half of respondents agree that it is safe to use online
transaction through SBI YONO App

Suggestion:

• 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.
.CONCLUSION

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 Trissur. Identified that majority of customers are awarded 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.
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Websites:-
 https://www.acacademia.edu/
 www.bank.sbi.gov.in
 https://sbi.co.in