A Study On Customer Satisfaction Towards E-Banking Services With Respect To Surat City

“A Study on Customer Satisfaction Towards E-Banking Services with
Respect to Surat City”
In partial Fulfillment of the Requirement of the award of the degree of

Bachelor of Business Administration (BBA)
Submitted to:
The Principal;
Agarwal Vidya Vihar English Medium College, Surat
Affiliated to:
Veer Narmad South Gujarat University, Surat.
Under the Guidance of:
Ms. Heta Navlakha

(Assistant Professor)
Prepared by:
Pratham Goel
Enrollment No.: E21080410000410035
BBA (Semester – VI)

April 2024
STUDENT’S DECLARATION
I hereby declare that the Winter Internship Project Report titled “A Study
on Customer Satisfaction Towards E-Banking Services with Respect to
Surat City” is a result of my own work and my indebtedness to other work
publications, references, if any, has been duly acknowledged. If I am found
guilty of copying from any other report or published information and showing
as my original work, or extending plagiarism limit, I understand that I shall be
liable and punishable by the university, which may include ‘Fail’ in
examination or any other punishment that university may decide.
72
Enrollment No. Name Signature
E21080410000410035 Pratham Goel
Place: Surat Date: 06 / 04/ 2024

Certificate
ACKNOWLEDGEMENT
The successful completion of any task would be incomplete without the mention of the
Leaders, whose constant guidance and encouragement crown all the efforts with success. I
am highly obliged to the Veer Narmad South Gujarat University for arranging the
programmed of practical training in Bachelor of Business Administration in such a manner.
It is my privilege to express my deep sense of gratitude to Ms. Heta Navlakha, their efforts,
guidance, valuable comments and suggestions for making this project report. They helped
me to complete the report on the practical study and gave contribution to improve and expand
the practical knowledge. I am also acknowledging the co-operation and support that I
received from the principal.
Finally, I would like to express my deep sense of gratitude to all those who are always a
source of inspiration for me, their involvement, unconditional cooperation and support in
the successful and timely preparation of this report.
EXECUTIVE SUMMARY
This study focused on understanding how people perceive, are aware of, and feel satisfied with
banking services. A diverse group of bank customers was surveyed to gain insights into their
experiences. It was found that perception and awareness varied widely among different demographics
and across various banking products. Factors influencing satisfaction included the ease of banking
transactions, the helpfulness of staff, and the reliability of digital platforms. Areas for improvement
were identified, such as increasing awareness of available banking services and enhancing the user
experience, particularly in digital channels. Furthermore, enhancing the user experience, especially
in digital channels, emerged as a critical area for improvement. This includes investing in user-
friendly interfaces, streamlining processes, and incorporating customer feedback to continuously
optimize digital banking platforms. Improving accessibility features and providing multilingual
support can also cater to a more diverse customer base and enhance satisfaction levels. By addressing
these findings, banks can improve customer satisfaction, increase awareness of their services, and
build stronger relationships with their customers, ultimately leading to greater success in the banking
industry.
TABLE OF CONTENTS
SR NO CONTENT PAGE NO.
Title of Report
Declaration
Certificate
Acknowledgement
Executive summary
1 Chapter -1 INTRODUCTION
1.1 Introduction 1
1.2 Electoral banking 3
1.3 Indian banking industry 5
1.4 Importance of e-banking in the present India 5
1.5 Popular companies in the banking sector 7
1.6 PESTLE analysis for the banking industry 9
1.7 Tools and services of e-banking 15
1.8 Types of e-banking 17
1.9 Benefits/Concerns Of E-Banking 18
2 Chapter -2 Review of Literature

2.1 Literature review 21
3 Chapter -3 Research analysis

3.1 Problem statement 27
3.2 Research objectives 27
3.3 Hypothesis testing 28
3.4 Research design 28
3.4.1 Types of design 28
3.4.2 Sampling 29
3.4.2.1 Area of study 29
3.4.2.2 Sample frame 29
3.4.2.3 Sample size 29
3.4.2.4 Sampling technique 29
3.4.2.5 Sampling units 30
3.4.3 Data collection 30
3.4.4 Tools for analysis 30
3.4.5 Benefits of the study 30
3.4.6 Limitations of the study 31
4 Chapter - 4 Data Interpretation and analysis

Demographics 32
Awareness and perception 33
Challenges and satisfaction 37
5 Chapter -5 Findings & conclusion 46
6 Bibliography 49
7 Annexure 51
Chapter – 1
INTRODUCTION
A Study on consumer satisfaction towards e-banking services with respect to Surat city
1.1 INTRODUCTION
Now a day’s information technology plays a vital role in banking sector. Day by day increasing
change in technology world, it leads to improve E-Banking services of various banks. In
banking industry in the past, large queues could be observed for payment utility bills or for
cash withdrawals/deposits. The banks are succeeded to reduce this queue through uses of latest
technology, but still busy common people are demanding less time methods for banking
transactions. In this regard, banks are going utilize internet facility for customer’s transactions.
This method will reduce paper work, and will give quick response to customer while they
remain in their office or at home. It provides various advantages to customers of various banks.
Now a days people are educated more than older days, today human lives become machine
oriented and they don’t have enough time to visit bank branch than even before.
E-Banking means providing banking products and services through electronic delivery
channels like ATM, internet banking, telephone banking and other electronic delivery
channels. Internet banking highly useful to the customer one who have computer with internet
connection, they need not visit bank branch for their business transactions. Simply they can
transact anywhere, anytime if they have internet connection.by dialing the telebanking number
customer can get various facilities like cheque book request, balance enquiry etc…E-Banking
includes the system that enables the financial institution customers, individual or business, to
access accounts, transact business, or obtain information on financial products and services
through a public or private network, including the internet. Customers access E-Banking
services using an intelligent electronic device, such as personal computer (PC), automated
teller machine (ATM), kiosk or mobile phone.
Electronic banking is a high-order construct, which consists of several distribution channels.

It should be noted that electronic banking is a bigger platform than just banking via the
internet. The term electronic banking can be described in many ways. In a very simple form,
it can mean the provision of information or services by a bank to its customers, via a computer,
television, telephone, or mobile phone (Daniel, 1999). Electronic banking has different types
of delivery channels: telephone, PC, mobile and the internet. Moreover, Personal Compute r
Agarwal Vidhya Vihar English Medium College 1

A Study on customer satisfaction towards E-banking services with respect to Surat city
allow customer to use all E-Banking facility at home without go to bank. It gives customers a
variety of services so they can move money between accounts, pay bills, check balances, and
buy and sell mutual funds, securities and also submit electronic loan applications through PC
Banking. A mobile banking service is the newest service in electronic banking Customers can
check their balance and make adjustments between accounts, account transactions, payments
etc. Internet is the interconnection of computer communication networks which enable the
customer to perform all the banking activities over the internet.it is the latest wave in the
information technology.
The main advantage regarding E-Banking is that is availability 24 hours a day and 7 days a
week. Customer’s perception and life style plays important role in growth of E-Banking
system.
The fact is that the customers are even not using all of E-Banking products and services offered
by the bank. So there arise the necessity for the study of customer’s awareness and perception
towards E-Banking services.
Agarwal Vidhya Vihar English Medium college 2

1.2 ELECTRONIC BANKING
Meaning
E-banking also known as internet banking, online banking or virtual banking is an Electronic
payment system that enables customers of a bank or other financial institution to conduct a
range of financial transactions through the financial institution’s website. To access a financial
institution’s online facility, a customer with internet access would need to register with the
institution for the service, and set up a password and other credentials for the verification. For
other E-banking facilities, necessary procedures are to be done according to banker’s
instructions. For the use of ATM facility, the card must be availed. There are two ways to offer
Internet banking. First, an existing bank with physical offices can establish a web site and
offer Internet banking in addition to its traditional delivery channels. Second, a bank may be
established as a “branch less, Internet only, or virtual bank” without any physical branch.
To access a financial institution's online banking facility, a customer with internet access would
need to register with the institution for the service, and set up a password and other credentials
for customer verification. The credentials for online banking is normally not the same as for
telephone or mobile banking. Financial institutions now routinely allocate customers numbers,
whether or not customers have indicated an intention to access their online banking facility.
Customer numbers are normally not the same as account numbers, because a number of
customer accounts can be linked to the one customer number. Technically, the customer number
can be linked to any account with the financial institution that the customer controls, though
the financial institution may limit the range of accounts that may be accessed to, say, cheque,
savings, loan, credit card and similar accounts.
The customer visits the financial institution's secure website, and enters the online banking
facility using the customer number and credentials previously set up. The types of financial
transactions which a customer may transact through online banking are determined by the
financial institution, but usually includes obtaining account balances, a list of the recent
transactions, electronic bill payments and funds transfers between a customer's or another's
accounts. Most banks also enable a customer to download copies of bank statements, which
can be printed at the customer's premises (some banks charge a fee for mailing hard copies of

bank statements). Some banks also enable customers to download transactions directly into the
customer's accounting software. The facility may also enable the customer to order a cheque
book, statements, report loss of credit cards, stop payment on a cheque, advice change of
address and other routine actions.
Today, many banks are internet-only institutions. These "virtual banks" have lower overhead
costs than their brick-and-mortar counterparts.

1.3 INDIAN BANKING INDUSTRY

As per the Reserve Bank of India (RBI), India’s banking sector is sufficiently capitalised and
well-regulated. The financial and economic conditions in the country are far superior to any
other country in the world. Credit, market and liquidity risk studies suggest that Indian banks
are generally resilient and have withstood the global downturn well.
Indian banking industry recently witnessed the roll out of innovative banking models like
payments and small finance banks. RBI’s new measures will go a long way in helping the
restructuring of the domestic banking industry. Also, the digital payments system in India
has evolved the most among 25 countries with
India’s Immediate Payment Service (IMPS) being the only system at level 5 in the Faster
Payments Innovation Index (FPII).
1.4 IMPORTANCE OF E- BANKING IN THE PRESENT INDIA
E-banking is information technology based banking. Under this system, the banking Services
are delivered by a computer-controlled system. In India, E-banking is of fairly recent origin.
In this fast moving technological world, every human activity is transforming to technology
based, and the human life style also changed with this a lot of. So, a speed and convenient
system is necessary in the banking sector also. Here comes the use and effectiveness of e-
banking with the present world’s requirements. E -banking ensures 24 hours of service to its
customers. The cost of transactions and effort for the access is negligibly small compared to
the traditional banking system. The Indian government has put a reasonable care to this
system and announced various programs and schemes like Digital India, Jan Dhan yojana,
Aadhar linking with bank accounts, cashless economy initiatives etc. It is hopeful that Indian
banking sector is fairly mature and also they are trying to make innovations in this sector.
The shops keepers are very willing to install the POS swiping facility to simplify the money
transactions with customers and dealers.
Following are the points depicting importance of e-banking:

Activity Review
Business owners, accounting staff and other approved employees can access routine banking
activity such as deposits, cleared checks and wired funds quickly through an online banking
interface. This ease of review helps ensure the smooth processing of all banking transactions
on a daily basis, rather than waiting for monthly statements. Errors or delays can be noted and
resolved quicker, potentially before any business impact is felt.
Productivity
E-banking leads to productivity gains. Automating routine bill payments, minimizing the need
to physically visit the bank and the ability to work as needed rather than on banking hours may
decrease the time involved in performing routine banking activities. Additionally, online search
tools, banking actions and other programs can allow staff members to research transactions and
resolve banking problems on their own, without interacting with bank employees. In some
cases, month-end reconciliations for credit card transactions and bank accounts can be
automated by using e-banking files.
Lower Banking Costs

Banking relationships and costs are often based on resource requirements. Businesses that place
more demands on banking employees and need more physical assistance with wire transfers,
deposits, research requests and other banking activities often incur higher banking fees. Opting
for e-banking minimizes business overhead and banking expenses.
Reduced Errors
Utilizing e-banking reduces banking errors. Automation of payments, wires or other consistent
financial activities ensures payments are made on time and may prevent errors caused by
keyboard slips or user error. Additionally, opting for electronic banking eliminates errors due
to poor handwriting or mistaken information. In many cases, electronic files and daily reviews
of banking data can be used to double or triple check vital accounting data, which increases the
accuracy of financial statements.

Reduced Fraud
Increased scrutiny of corporate finances through audits and anti-fraud measures requires a high
level of visibility for all financial transactions. Relying on e-banking provides an electronic
footprint for all accounting personnel, managers and business owners who modify banking
activities. E-banking offers visibility into banking activities, which makes it harder for under-
the-table or fraudulent activities to occur.
1.5 POPULAR COMPANIES IN THE BANKING SECTOR
1. HDFC bank : Founded on August 30, 1994
HDFC Bank is the largest bank in India in terms of market cap and the fourth-largest bank in
the world on the same terms. As one of the leading private banks in India, it holds a prominent
position in the financial industry. Renowned for its robust performance and innovative
solutions, HDFC Bank is a key player in retail, corporate, and institutional banking. On July
1, 2023, HDFC Bank merged with HDFC Ltd., its sister housing finance company. The merger
took place to provide better and more comprehensive financial services to the
users. Shashidhar Jagdishan, the managing director and chief executive at HDFC Bank, has
recently been named the highest-paid bank CEO in India.
2. ICICI Bank : Founded on: January 5, 1994
ICICI Bank offers a wide range of financial services. It serves millions of customers in India
and abroad, known for its customer-friendly approach, competitive rates, and advanced
technology.

In its recent ESG report ICICI Bank has notably declared its green financing portfolio
constituted 21.4 percent of the total amount they lent out in 2023, amounting to about $119
billion.
3. STATE BANK OF INDIA (SBI) : Founded on: July 1, 1955
With its headquarters in Mumbai, SBI is India's largest public sector bank. It has 22,405
branches in India, holds a 23 percent market share, and has a strong presence abroad, with
more than 233 foreign branches in 36 countries.
4. KOTAK MAHINDRA BANK : Founded on: November 21, 1985
Kotak Mahindra Bank provides a variety of services to various customers, including

corporates, retailers, and SMEs. Uday Kotak, who had been the MD and CEO of Kotak
Mahindra Bank Ltd. for 21 years, has stepped down. His successor is yet to be determined,
and the RBI has reportedly rallied for an outsider to succeed him.
5. AXIS BANK : Founded on: December 3, 1993
Axis Bank is among India's largest private-sector banks. It specialises in financial services for
large and mid-sized corporates, SMEs, and retail businesses. Axis Bank prioritises digital
banking, ensuring a seamless and user-friendly experience and caters to diverse retail,
corporate, and institutional needs. Amitabh Chaudhry, the CEO of Axis Bank, is the second
highest-paid Indian bank CEO. The bank partnered with the digital banking enterprise OPEN
this year to bring about a native digital current account journey for its user base.

1.6 PESTLE ANALYSIS FOR THE BANKING INDUSTRY
The banking industry affects all countries. But it’s subservient to many factors,
particularly to the government and the economy. Banks are unable to behave
independently and must provide services based on specific laws that affect their growth
and offerings. The banking industry is a highly fragmented one made up of various
segments including retail banking, corporate and investment banking as well as asset and
wealth management. During the period from 2006 to 2011, the retail banking segment
had seen significant growth and is expected to grow even faster in 2017. In this global
banking industry the largest market share is held by Europe – 43%. However, during
2006-11 banking in the Asia Pacific region has seen much faster growth. Compared to
both the European and North American region, this region continued to grow at a faster
rate.
Opportunities for growth in this region are also huge. India and China both present major
opportunities for the banking sector. Apart from these trends there are several other
forces and factors too that also influence the growth and business of the banking sector.

Growing middle class income, increased technology usage, legal and regulatory factors
and in this way several forces impact the banking sector. Here is a PESTEL analysis of
the Banking industry that analyses the impact of these forces on the industry and its
growth.
POLITICAL FACTORS
Political factors acquire a very important role in the context of the banking and financial
services sector. Traditionally, these financial institutions have held immense power and
influence. Due to this the level of government scrutiny and regulation they have to deal
with is also very high. However, because of being the leading repositories of the public’s
savings, the banks must be regulated and still strict regulation has often been criticised
for hindering growth. Apart from it the level of involvement between the banks and eh
government has also been high since always. There has always been a high level of
involvement between banks and the federal, state and local governments.
A dual banking system has regulated the banks in US where both Federal and State
authorities hold significant regulatory authority. While everyone knows the reasons why
governments have regulated the banking system, whether this regulation must remain
strict or be made lenient has remained a topic of debate. In 2017, it is expected that the
American government will reduce the regulatory pressures on the banking system. It is
expected that the regulatory system will be less zealous in terms of reinforcement as well
as more measured when levelling fines. Such changes will encourage the banks to
increase their focus on the customer facing activities. The banks have been forced to bear
massive costs related to compliance which also might be reduced owing to these changes.
The banking sector looks all powerful — but it’s susceptible to a bigger giant: the
government.
Government laws affect the state of the banking sector. The government can intervene in
the matters of banking whenever, leaving the industry susceptible to political influence.
This includes corruption amongst political parties, or specific legislative laws such as
labor laws, trade restrictions, tariffs, and political stability.

ECONOMIC FACTORS
The banking industry and the economy are tied. Banks and economic growth are
interrelated. A growing economy is good for banking sector and a healthy banking sector
can be good for the regional economy. Investment banks play important roles in the
regional economies How income flows, whether the economy is prospering or barely
surviving during times of recession, affects how much capital banks can access.
Spending habits, and the reasons behind them, affect when customers borrow or spend
funds at banks.
Additionally, when inflation skyrockets, the bank experiences the backlash. Inflation
affects currency and its value and causes instability. Foreign investors think twice before
providing their funds when a particular country’s currency value is high.
Exchange rates also affect banks globally — stable currencies such as the US dollar
impact other currencies, spending habits, and inflation rates in other countries. In case of
the mixed economies, large corporations and governments depend upon the investment
banks when they have to raise funds. In the 21st century, the banks have emerged as
important players facilitating business growth. They have emerged as critical partners
for small and large businesses helping them with loans, consumer transactions and
several other things. These banks are important partners for the individual economies.
While on the one hand their health depends upon the state of the economy, on the other
the economy’s health depends upon the operations of the banking sector. Both are
complementary. In today’s globalized world, a lot of business takes place online. Even
the individual consumers make online payments using their credit cards and bank
accounts. These trends have grown fast in the last 5 to ten years because of increased
activity in the banking sector.
SOCIOCULTURAL FACTORS
Sociocultural forces too can have a deep impact on the banking industry.
Changing social trends and people’s preferences can affect the business and growth of
the banking brands. Consumer demographics and people’s attitudes towards the financial
services have also changed a lot. Cultural influences, such as buying behaviors and

necessities, affect how people see and use banking options. People turn to banks for
advice and assistance for loans related to business, home, and academics. Consumers
seek knowledge from bank tellers regarding saving accounts, bank related credit cards,
investments, and more.
Consumers desire a seamless banking experience. And technology is developing to allow

consumers to buy products easier, without requiring assistance directly from banks.
The millennials whether students or professionals make use of credit cards for small and
big transactions. Businesses whether small or big are more open to taking financial
assistance from the banks. Consumer confidence has surged owing to economic factors
but socially to the acceptance of bans and banking services has risen.
So, several things have changed in the twenty first century. The millennials wants great
customer service and convenience and this is why the banks have focused in providing
a whole range of services online combined with round the clock customer assistance. In
this way, banking industry has taken an entire new direction in the 21st century and
customer satisfaction as well as customer orientation has become important for them just
like other big businesses. Socially other small and big changes to affect the banks like
growing use of banking services in the rural sector, among the women and the growing
income of the middle class consumers.
TECHNOLOGICAL FACTORS
Technology is virtually everywhere in the 21st century. A large part of the tasks carried
out by the banks are carried out online. Information technology has taken centre stage
and from customer accounts to loans and insurance, several services can be availed of
online. Technology has added convenience to banking. However, some issues have also
arisen amid all this technological development and innovation. Privacy and security
concerns have also grown bigger with the rising use of technology. Banks have to spend
significantly large sums on the maintenance of a large technological infrastructure. Apps
are common and customers use them any time from their smartphones to shop and pay
online. These apps are full of features and make it easy to pay bills online.

Once, it was expected to visit the local bank to make changes to financial accounts. But
not anymore. Technology is changing how consumers handle their funds. Many banks
offer a mobile app to witness accounts, transfer funds, and pay bills on smartphones.
Smartphones can scan cheques, and the bank can process it from their end, at their
location. This change helps to save paper and the need to drive directly to the branch to
handle these affairs.
Debit cards are also changing. Chips have been implemented, requiring users to insert
their card into debit machines rather than swiping them. Other countries, such as Canada,
have implemented a “tap” option — tapping the debit card onto the device, requiring no
pin, for a transaction to complete. These changes make it easier on the user to make
purchases without required intrusion from banks.
Even banks themselves are utilizing technology within the workplace.

Telecommunicating through virtual meetings is being embraced. It replaces the need for
in-person meetings. and for international users.
ENVIRONMENTAL FACTORS
Sustainability and environment friendliness has become important for the banking sector
too just like other businesses. Energy management and other environmental concerns are
being addressed by banks globally. Banks like HDFC are investing in energy
management. Many have already taken important steps towards paperless transactions.
In order to control its environmental footprint, HDFC has also introduced solar ATMs.
“These use rechargeable Lithium Ion batteries which use solar energy for their
functioning, thereby reducing the consumption of conventional energy”. Banks also
publish their yearly environmental reports highlighting their critical achievements over
the year in this area. It creates a positive image and also reduces costs in several
operational areas
With the use of technology — particularly with mobile banking apps — the use for paper
is being reduced. Additionally, the need to drive directly to a branch to handle affairs is
minimized as well.

Many issues are taken care of through mobile apps and online banking services.
Consumers can apply for credit cards online, buy cheques online, and have many of their
banking questions answered online or by phone. Thus, reducing individual
environmental footprints.
LEGAL FACTORS
The banking industry globally is impacted by several laws. It is also a large employer
and is affected by the labor laws. Legal risks are immense because oversight and
regulation are very high in this sector. . Customer concerns and social responsibility have
also made the government introduce several laws. Banking is a heavily regulated area
where compliance requires a lot of focus and also spending.
The banking industry follows strict laws regarding privacy, consumer laws, and trade
structures to confirm frameworks within the industry. Such structures are required for
customers in the allocated country.
And hence to conclude, the banking industry is held accountable by the government.
What and how they offer services is determined by politics and current governmental
laws. Additionally, banks are at the whim of the economy — inflation rates can devastate
banking prospects as it affects the value of currency.
Technology is helping consumers spend and save money with readily available apps and
online services. For many daily transactions, it isn’t required for users to visit their
branch anymore. This, in turn, saves the use of paper and gas spent from driving to and
from banking locations.
Legally, banks regard consumer laws, trade agreements, and privacy laws. They also
must have top-notch cyber security with the growing use of technology with banking
transactions.

1.7 TOOLS AND SERVICES OF E-BANKING
• Automated Teller Machine
The Automated Teller Machines are computerized telecommunication device that provides a
financial institutions customers a method of financial transactions in a public space without
the need for a human clerk or bank teller. These are meant for balance enquiries, cash
withdrawals and many other facilities depending upon policies of the bank. This requires a
valid Customer Id and password to log in and is therefore safe to be used.
• Debit Card
Debit Cards is another advanced technology of the electronic banking. Nowadays,

these cards are the multi-purpose cards and can be used in ATMs for balance enquiry and cash
withdrawal or can be used for easy shopping at various counters. Debit Cards ensure the
automatic deduction of amount from the account just by scratching it on the machine.
• Credit Card
A credit card system is a type of retail transaction settlement and credit system, named
after the small plastic card issued to users of the system. In the case of credit cards, the
issuer lends money to the consumer. Credit cards become very popular in India with the
introduction of foreign banks in the country.
• Smart Card
A Smart card is a plastic card used for storing and retrieving personal information.
Normally, it is the size of a credit card and contains electronic memory and possibly an
embedded integrated circuit.

• Kiosk machine
A kiosk is a small, free structure that displays information or provides a service. Kiosks
can be manned or unmanned, and unmanned kiosks can be digital or non- digital. In
business, kiosks are often used in locations with high foot traffic. In shopping mall, For
example an unmanned, non –digital kiosk can be placed near entrances to provide people
passing by with directions or promotional messaging .manned kiosks temporarily set up in
Aisels can provide businesses that have seasonal sales cycles with a cost effective way to
display wares, and digital kiosks placed near movie theatres can provide online banking or
ticket sales services.
• Online Bill Payment Service
Each bank has tie - ups with various utility companies, service providers and insurance
companies, across the country. You can facilitate payment of electricity and telephone bills,
mobile phone and insurance premium bills. To pay your bills, all you need to do is complete

a simple one-time registration for each biller. You can also set up standing instructions online
to pay your recurring bills, automatically.
Generally, the bank does not charge customers for online bill payment.
• Fund Transfer
You can transfer any amount from one account to another of the same or any another bank.
Customers can send money anywhere in India. Once you login to your account, you need to
mention the payee’s account number, his bank and the branch.
The transfer will take place in a day or so, whereas in a traditional method, it takes about
three working days
1.8 Types of E-Banking
• Internet banking
Internet banking is the use of internet as a delivery channel for the banking services,
including traditional services, such as opening an account, or transferring funds among
different accounts, as well as new banking services such as electronic bill presentment and
payment, which allow the customers to pay and receive the bills on a bank's web site. There
are two ways to offer internet banking. First, an existing bank with physical offices can
establish a web site and offer internet banking in addition to its traditional delivery channels.
Second, a bank may be established as a 'branchless',' Internet only', or 'virtual' bank. The
Reserve Bank of India constituted a working group on Internet Banking.
• Mobile banking
Mobile banking is a service provided by a bank or other financial institution that allows
its customers to conduct financial transactions remotely using a mobile device such as
a smart phone or tablet .it uses software, usually called app, provided by the financial
institution for the purpose. It is available on a 24 hour basis.

• SMS banking
It is a form of mobile banking. It is a facility used by some banks or other financial

institutions to send messages (also called notifications or alerts) to Customers mobile
phones using SMS messaging, or a service provided by them which enables customers to
perform some financial transactions using SMS.
• Telephone banking
Telephone banking is one of the most popular banking .it is a service provided by a bank or
other financial institution, that enables customers to perform a range of financial
transactions over the telephone, without the need to visit a bank branch or ATM . it cannot
be used for cash documents (such as Cheques ) for which customers must visit an ATM or
bank branch.
1.9 BENEFITS/CONCERNS OF E-BANKING
BENEFITS OF E-BANKING
For Banks:
Price- In the long run a bank can save on money by not paying for tellers or for managing
branches. Plus, it's cheaper to make transactions over the Internet.
Customer Base- The Internet allows banks to reach a whole new market- and a well off one
too, because there are no geographic boundaries with the Internet. The Internet also provides
a level playing field for small banks who want to add to their customer base.
Efficiency- Banks can become more efficient than they already are by providing Internet
access for their customers. The Internet provides the bank with an almost paper less system.

Customer Service and Satisfaction- Banking on the Internet not only allow the customer to
have a full range of services available to them but it also allows them some services not offered
at any of the branches. The person does not have to go to a branch where that service may or
may not be offer. A person can print of information, forms, and applications via the Internet
and be able to search for information efficiently instead of waiting in line and asking a teller.
With more better and faster options a bank will surly be able to create better customer relations
and satisfaction.
Image- A bank seems more state of the art to a customer if they offer Internet access. A person
may not want to use Internet banking but having the service available gives a person the feeling
that their bank is on the cutting image.
For Customers:
Bill Pay: Bill Pay is a service offered through Internet banking that allows the customer to
set up bill payments to just about anyone. Customer can select the person or company whom
he wants to make a payment and Bill Pay will withdraw the money from his account and
send the payee a paper check or an electronic payment.
Other Important Facilities: E- banking gives customer the control over nearly every aspect
of managing his bank accounts. Besides the Customers can, Buy and Sell Securities, Check
Stock Market Information, Check Currency Rates, Check Balances, See which checks are
cleared, Transfer Money, View Transaction History and avoid going to an actual bank. The
best benefit is that Internet banking is free. At many banks the customer doesn't have to
maintain a required minimum balance. The second big benefit is better interest rates for the
customer.
CONCERNS WITH E-BANKING
As with any new technology new problems are faced.

Customer support - banks will have to create a whole new customer relations department to
help customers. Banks have to make sure that the customers receive assistance quickly if they
need help. Any major problems or disastrous can destroy the banks reputation quickly an

easily. By showing the customer that the Internet is reliable you are able to get the customer to
trust online banking more and more.
Laws - While Internet banking does not have national or state boundaries, the law does.
Companies will have to make sure that they have software in place software market, creating
a monopoly.
Security: customer always worries about their protection and security or accuracy. There are
always question whether or not something took place.
Other challenges: lack of knowledge from customers end, sit changes by the banks, etc.

CHAPTER – 2
REVIEW OF LITERATURE
2.1 REVIEW OF LITERATURE
A Few studies had been made which were indirectly helpful to this investigation.
Reviews of such studies are presented below:
Goh Mei Linga , Yeo Sook Fern (2016) said that content, convenience and speed are closely
linked to customer satisfaction toward Internet banking. The results of this research showed
that web design and The banking industry has been rapidly developing the use of Internet
banking as an efficient and viable tool to create customer value. It is one of the popular services
offered by the traditional banks to provide speedier and reliable services to online users . With
the rapid development of computer technology as a commercial too Internet banking can be
used to attract more customers to perform banking transactions in related banks. However, the
main problem of Internet banking faced by the providers is that a large number of the banks’
customers are not willing to use the Internet banking services offered. This happened due to
the services offered through Internet banking have yet to satisfy their customers.
Amith Kumar Reddy (2021) said that E-Banking has become one of the essential banking
services that can, if properly implemented, increase customer satisfaction, and give banks
a competitive advantage. Knowing the relative importance of service quality dimensions
can help the banking industry focus on what satisfies customers the most. E-Banking has
become an integral part of the global financial environment. Improvement in technologies
and financial innovations has made electronised service in banking sector is an intense part
of this study. “As day by day increasing the technologies are also increasing”. Technology
has become the fuel for rapid change.
Samuel Godadaw Ayinaddis (2023) has done a study on this ever-growing competitive
banking industry, understanding the effect of electronic banking service quality on customers’
satisfaction and loyalty is the secret to being competitive and successful in the sector. In
Ethiopia, measuring service quality in the banking sector is a new paradigm. The primary
purpose of this research was to examine the effect of electronic banking (e-Banking) service
quality on customer satisfaction in Ethiopia’s emerging banking industry. Data were obtained
using a closed-ended structured questionnaire from a total of 385 participants selected using a

convenience sampling technique. Frequencies, percentage distributions, group modes,

standard deviations, Chi-square correlations, and multinomial logistic regression were
employed to analyse the quantitative data.
Hossam Deraz and Faisal Iddris (2017) concluded that Asian countries recorded the highest
number of publications. Also, we identified limited research from specific regions. For
example, we could not identify any peer-reviewed articles from some of the European
countries such as Sweden, The Netherlands, Germany, Belgium, Denmark, and Norway. Also,
there are limited studies identified from the Middle East. And even countries that have well-
developed e-commerce systems from the Middle East and Africa such as Egypt, the United
Arab Emirates, Lebanon, Israel, and South Africa have no published papers. Secondly, the
study identified SERVEQUAL & e-SERVEQUAL as the main theoretical framework. Third,
the result shows that the main predictors of satisfaction in Internet banking are service quality,
information quality, and product quality. Finally, this study confirmed the mediating role of
customer satisfaction on customer loyalty toward those banks offering the Internet banking
service.
Md Abdul Bashir (2023) examined that electronic banking (E-banking) will help them
provide better customer service and strengthen customer relationships. Despite this, a
relatively low priority has been given to the level of satisfaction that E-banking users in
Bangladesh have regarding the quality of the services they receive and their overall
experiences. Consequently, this study aims to determine the effect of service quality and
customer experiences on the level of satisfaction perceived by E-banking customers in
Bangladesh. Using a convenience sampling technique and a self-administered questionnaire,
we gathered data from 315 E-banking customers. The independent variable (service quality
and customer experience) and dependent variable (customer satisfaction) on a five-point
“Likert-Type Scale” explain the degree to which participants agree or disagree with the
questionnaire’s statements. Covariance-based structural equation modeling (CB-SEM) was
utilised to analyse the gathered data.
Jamil Hammoud, Rima M. Bizri, and Ibrahim El Baba (2018) has done a study between
the dimensions of E-Banking service quality and customer satisfaction to determine which

dimension can potentially have the strongest influence on customer satisfaction. Data were
gathered using a survey instrument, which was distributed among bank clients in the Lebanese
banking sector. The data were statistically analyzed using structural equation modeling with
SPSS and Amos (20). The findings show that reliability, efficiency, and ease of use;
responsiveness and communication; and security and privacy all have a significant impact on
customer satisfaction, with reliability being the dimension with the strongest impact. E-
Banking has become one of the essential banking services that can, if properly implemented,
increase customer satisfaction, and give banks a competitive advantage. Knowing the relative
importance of service quality dimensions can help the banking industry focus on what satisfies
customers the most.
Md. Alaul Haque (2023) said that the banking sectors are optimistic that electronic banking
(E-banking) will help them provide better customer service and strengthen customer
relationships. Despite this, a relatively low priority has been given to the level of satisfaction
that E-banking users in Bangladesh have regarding the quality of the services they receive and
their overall experiences. Consequently, this study aims to determine the effect of service
quality and customer experiences on the level of satisfaction perceived by E-banking customers
in Bangladesh. Using a convenience sampling technique and a self-administered questionnaire,
we gathered data from 315 E-banking customers. The independent variable (service quality
and customer experience) and dependent variable (customer satisfaction) on a five-point
“Likert-Type Scale” explain the degree to which participants agree or disagree with the
questionnaire’s statements. Covariance-based structural equation modelling (CB-SEM) was
utilised to analyse the gathered data.
Dr. Mohammed Arshad Khan (2022) found that Online payment is a trend that is gaining
momentum globally. As a result of digitisation, the advent of online banking has increasingly
made its way into the modern marketplace, serving not only customers but also corporations.
The primary data were gathered from 287 participants. Stratified random sampling was used.
Structure Equation Modelling (SEM), reliability, convergent, discriminate validity and model
fitness were achieved through Smart PLS 3 (Christian M. Ringle, Germany). The findings
reveal that efficiency, reliability and service quality have a significant direct effect on customer

satisfaction and customer retention. It also shows the significant effect of efficiency, reliability
and service quality when using customer satisfaction as a mediator for customer retention. It is
possible that the data gathered may be valuable for both banks and enterprises interested in
entering the Indian market. This research also specifies four main components of E-banking:
efficiency, reliability, service quality and customer satisfaction.
Dr. Raghavendra B (2023) said that E-banking facilitate online functioning of banking
transaction with at a fraction of time without any interference. In E- world, the banking
facilities are increased and adopted new techniques like UPI’s and E-money transactions.
Through continuous use of the technology the banking sectors are able to upgrade their quality
of E-banking services. Generally, we can find customers with varied needs and derived and
banks have aim to meet their expectation by providing quality services in speed and efficient
manner. Therefore, customer satisfaction is integral part of banking industry. The banks
competitive advantage is higher and retained of customer satisfaction in the market with cost
effectiveness. From the study, it is understood that most of the respondents are aware of
security and satisfied by the E-banking services. E-banking is normally used in day-today
transactions. For safety measures, customers can use banking app without any fear because less
risk involved in terms of fraud.
Thu Thi Kim Le (2022) said that the relationship between aspects of e-banking service quality
and customer satisfaction to determine which factors may have an influence on customer
satisfaction. The data was collected using a direct survey tool of individual customers who used
e-banking services at a commercial bank in Vietnam. Survey results show that reliability,
efficiency and ease of use; responsiveness and communication; and security and privacy all
have a significant impact on customer satisfaction, with the effectiveness of e-banking services
providing the highest customer satisfaction. E-banking has become one of the essential banking
services that, if implemented properly, can increase customer satisfaction and give banks a
competitive edge. Knowing the importance of service quality dimensions can help the banking
industry focus on what satisfies customers the most.

Bashar Almansour (2023) aimed to investigate the factors influencing customer satisfaction
with e- banking services in Libyan banks, with a focus on perceived usefulness, perceived ease
of use, perceived credibility, and customer attitude. A descriptive research design with a
quantitative research approach was used, and data was collected through a questionnaire
distributed online to 215 e-banking users. The findings revealed that perceived usefulness,
perceived ease of use, perceived credibility, and customer attitude have a significant positive
impact on customers' satisfaction with e-banking services. Customer attitude was found to be
the most important factor, followed by perceived ease of use, perceived credibility, and
perceived usefulness. Additionally, these findings can contribute to the existing literature on
e-banking services and customer satisfaction, providing valuable insights for future research.
Feng Li (2021) examines that the banking industry is rapidly developing to utilize e-banking
as an efficient and suitable tool to satisfy customers. Online banking service is the general
service suggested by customary banks to provide faster and more reliable services for
customers. With fast technology improvement, e-banking has been utilized to absorb
subscribers and conduct banking transactions. Still, the major problem with e-banking is
satisfying customers who are now using Internet banking. Customer satisfaction is a significant
factor in helping banks to keep their competitive advantage. Therefore, the present
investigation aims to examine the factors influencing the satisfaction of customer with e-
banking services.
M. Karthikeyan an (2021) said that in Today’s scenario E - Banking service plays a vital role
in attracting new customers and retaining old customers. Without e-banking service no banks
can survive in this competitive banking business. E-Banking means the provision of
information about a bank and its services through a home page on the World Wide Web. E -
Banking services provide customer access to accounts, the ability to transfer their money
between different accounts, and making payments or applying for loans through E - Channels.
Electronic Banking is otherwise called as Internet Banking or Virtual Banking or Online
Banking or Web Banking. E - Banking is the medium and latest delivery channel to be offered
by the retail banks.

Hariharan (2021) examines that E-banking is the application of electronic means in

interaction between bankers and customer, and bankers and businesses, still as in internal
banking operations, to simplify and progress the banking services. Today, approximately all
banks have adopted ICT as a mean of improving the service quality of banking services. An
attempt has been made by evaluating the services rendered by banks through the E-banking
services. The e-banking service bring slot of convince, customer centricity, augmented service
quality and price effectiveness. A structured questionnaire was utilized in collecting the
relevant data from the shoppers respectively. More number of researchers and experts quoted
that, service quality can be improved through advanced information and communication
technology (ICT).
S. V. Abil Das (2021) Indian banks are strategically using advancements in E-Banking services
for retaining and attracting customers, and are therefore making large investments in
implementing the latest E-Banking strategies to keep and intensify their competitive advantage.
The study is intended to find the service quality dimensions and measure the impact of each
factor such as reliability, security & privacy, website design, and responsiveness &
communication, which affects customer satisfaction.
Thomas Haile Mekonnen (2022) examines the effect of Electronic-Banking service quality
on customer satisfaction in case of Commercial bank of Ethiopia Afar region branches. The
study was an explanatory research design and used the quantitative research approach. Primary
data were collected by the structured 5 point Likert scale based questionnaires from 385
conveniently selected E-banking service users and interview with the branch business
managers of Commercial Bank of Ethiopia Dubti, Semera, Logia and Ardi branches.
C K Sunith (2019) stated that Electronic Banking incorporates a variety of platforms such as
internet banking, automated teller services and mobile phone banking to deliver banking
products to the customer. The study aimed to identify most popular electronic banking services
among customers. Customer service being an integral part of banking, the study also focused
on the satisfaction of customers utilising E-Banking services.

CHAPTER - 3
RESEARCH METHODOLOGY
Research methodology is the specific procedure or technique used to identify, select, process,
and analyse information about a topic. In a research paper, the methodology section allows the
reader to critically evaluate a study’s overall validity and reliability. The methodology section
answers two main questions of how was the data collected or generated and how was it
analysed.
It is a systematic way to solve the research problem. It is the process used to collect information
and data for the purpose of making business decisions. The methodology may include
publication research, interviews, surveys and other research techniques, and could include both
present and historical information.
3.1 PROBLEM STATEMENT
Understanding consumer satisfaction towards e-banking services is crucial in the context of

India's digitalization efforts and the government's push for a cashless economy. With
increasing demands for round-the-clock banking services, there is a pressing need to assess
consumer attitudes, preferences, and concerns regarding e-banking. In today's digital age,
where internet technology drives significant transformations in banking structures, businesses
across various sectors rely heavily on electronic banking for its speed, efficiency, and cost-
effectiveness.
This study aims to explore consumer awareness, satisfaction and perception towards e-
banking services, encompassing their utilization, facilities availed, and apprehensions
hindering adoption, thereby providing valuable insights for enhancing e-banking offerings and
addressing consumer needs effectively.
3.2 RESEARCH OBJECTIVES
This research study is being conducted for the following objectives:
• To identify the consumer satisfaction level towards E-Banking services in Surat city.

• To know the perception towards E-Banking services.

• To study various services of E-Banking.
• To identify common problems faced by customers when using e-banking services in
Surat city.
• To gather suggestions from customers in Surat city for improving e-banking services.
3.3 HYPOTHESIS TESTING
A hypothesis is a specific statement of prediction. It describes in concrete (rather than

theoretical) terms what you expect will happen in your study. Not all studies have hypotheses.
Sometimes a study is designed to be exploratory. There is no formal hypothesis, and perhaps
the purpose of the study is to explore some area more thoroughly in order to develop some
specific hypothesis or prediction that can be tested in future research. A single study may have
one or many hypotheses.
1. Null Hypothesis (H0): There is no significant difference in perception, awareness,

and satisfaction towards e-banking services among different demographic groups or
user segments.
2. Alternative Hypothesis (H1): There is a significant difference in perception,
awareness, and satisfaction towards e-banking services among different demographic
groups or user segments.
3.4 RESEARCH DESIGN
3.4.1 Types of design
The research design refers to the overall strategy that you choose to integrate the different
components of the study in a coherent and logical way, thereby, ensuring you will effectively
address the research problem. It constitutes the blueprint for the collection, measurement, and
analysis of data.
Research design is broadly classified into three types as:
• Exploratory Research Design

• Descriptive Research Design

• Causal Research Design
This study used a descriptive research design. Descriptive research design is also called
statistical research design which is a process of collecting data in order to answer the questions
of the current status of the subject under study and hence works consider propriety for this
study. The main goal of this type of research is to describe the data and characteristics about
what is being studied. It is extensively used describe behaviour, attitude, characteristics and
values. The idea behind this type if research is to study frequencies, averages and other
statistical calculations. Although this research is highly accurate, it does not gather the causes
behind a situation. It is used to obtain information concerning the current status of the
phenomena to describe “what exists” with respect to variables or conditions in a situation.
Thus, this being a suitable design for this research.
3.4.2 Sampling
3.4.2.1 Area of study
The study has been done in Surat city region.
3.4.2.2 Sample Frame
The sample frame for this study will consist of individuals aged 18 to 41 years or older,
with educational qualifications ranging from SSC (Secondary School Certificate) to PG
(Postgraduates) and above.
3.4.2.3 Sample size

The Sample Size for the study is 200 units.
3.4.2.4 Sampling technique
For this study, a simple random sampling technique under the probability sampling
method will be employed to select participants.

By utilizing simple random sampling, the study aims to achieve a fair and unbiased selection
of participants, allowing for generalizability of findings to the broader population of
individuals aged 15 to 41 years or older with educational qualifications ranging from SSC to
postgraduate (PG) and above.
3.4.2.5 Sampling units

Customer using banking or E-banking services.
3.4.3 DATA COLLECTION
Primary Data: - Primary data means data that are collected by different techniques like
questionnaire, Depth interview, Survey, Schedules etc.
In this project, primary data has been collected by the means of questionnaire.
Secondary Data: - Secondary data was collected through a comprehensive review of existing
literature including academic journals and blogs.
3.4.4 Tools for analysis
▪ Questionnaire through Google doc.

▪ MS Excel
3.4.5 Benefits of the Study
Studying how people feel about and understand e-banking services is really helpful. It helps
banks make their services better by learning what users want. This study can lead to better
marketing to get more people to use e-banking and improve security to keep people's money
safe. It also helps banks stay ahead of the competition and informs rules about e-banking. In
the end, it makes e-banking easier to use and more trusted by everyone.

3.4.6 Limitations of the study
Limitations of this study include the possibility that not everyone's opinion is captured, as only
certain people might participate. Also, the study might not cover all aspects of e-banking that
users care about, and some people might not fully understand the questions being asked.
Additionally, factors like personal biases or outside influences could affect how people
respond, potentially impacting the accuracy of the findings.

CHAPTER - 4
DATA INTERPRETATION AND

ANALYSIS
DEMOGRAPHICS
DEMOGRAPHICS FREQUENCY PERCENTAGE
GENDER Male 137 68.5 %
Female 60 30 %
other 3 1.5%
AGE 18-25 109 54.5%
26-35 51 25.5%
36-45 26 13%
46 and above 14 7%
EDUCATION HSC 13 6.5%
Undergraduate 72 36%
Graduate 86 43%
Post- Graduate 29 14.5%
OCCUPATION Student 100 50%
Self Employed 43 21.5%
Salaried 34 17%
Home maker 23 11.5%

AWARENESS AND PERCEPTION

1. Which of the following e-banking service are you aware of ?
Awareness of E-banking Services Frequency Percentage

Internet banking 145 72.5
Mobile banking 138 69
Debit/Credit card 142 71
Fund transfer 121 60.5
ATM 113 56.5
Following is the graph indicating respondents’ awareness about e-banking services:
INTERPRETATION: The above table and graph shows that most people are aware of
different e-banking services provided by different banks. This widespread awareness of e-
banking services suggests that these digital banking options have become well-known and
commonly recognized among the general population. This awareness indicates that people are
familiar with the concept of e-banking and likely understand its basic functionalities and
benefits. It may also imply that e-banking services have been extensively promoted and
marketed by financial institutions, leading to increased visibility and recognition among
consumers.

2. Which e-banking services do you frequently use?
Usage of E-banking Services Frequency Percentage

Online fund transfer 132 66
Bill payments 117 58.5
Mobile banking 27 63.5
ATM services 103 51.5
Online account management 81 40.5
Following is the graph indicating respondents’ awareness about e-banking services:
INTERPRETATION: The above graph depicts that most people frequently use various e-
banking services indicates a high level of acceptance and integration of digital banking into
everyday life. It suggests that e-banking has become a preferred method for conducting
financial transactions due to its convenience, accessibility, and efficiency. Additionally,
frequent usage implies that people trust e-banking platforms to handle their financial activities
securely and reliably. This widespread adoption reflects the evolution of consumer behaviour
towards embracing digital solutions for banking needs, highlighting the importance for
financial institutions to continuously innovate and improve their e-banking services to meet
evolving customer expectations.

3. How long have you been using e-banking services ?
Usage of E-banking Services Frequency

Less than 6 months 28
6 to 1 year 31
1 to 2 years 54
More than 2 years 87
Following is the chart indicating respondents’ usage of e-banking services:
14%
44% 15%
27%
Less than 6 months 6 to 1 year 1 to 2 years More than 2 years
INTERPRETATION: The distribution of e-banking usage duration suggests varying

levels of familiarity and experience among users. The fact that 44% of people have been using
e-banking services for more than two years indicates a significant portion of the population has
adopted these services early on and likely finds them valuable or convenient. On the other hand,
the percentages of people using e-banking for less than six months (14%), six months to one
year (16%), and one to two years (27%) suggest a growing trend of new users or recent
adopters. This distribution conveys a gradual but steady uptake of e-banking services over time,
with both long-term users and newer users contributing to the overall usage statistics.

4. Do you perceive e-banking services to be secure?
Security in E-banking services frequency

Yes 133
No 11
Maybe 43
Unsure 13
Following is the chart indicating respondents’ perception of e-banking services security:
7%
22%
5%
66%
Yes No Maybe unsure
INTERPRETATION: The distribution of perceptions regarding the security of e-banking

services reflects a generally positive sentiment among users, with 66% of people perceiving e-
banking to be secure. This suggests that a significant majority of users trust the security
measures implemented by banks and feel confident in conducting financial transactions online.
However, the presence of 7% who are unsure and 5% who outright perceive e-banking as not
secure indicates a notable level of scepticism or uncertainty among some users. This
underscores the importance of banks continuously reinforcing their security measures and
educating users about the safety protocols in place to address concerns and build trust.

CHALLENGES & SATISFACTION

6. What are the main challenges you encounter when using e-banking
services?
Challenges of e-banking services Frequency Percentage

Technical glitches or errors 93 46.5
Security concerns 39 19.5

Difficulty in navigating the platform 60 30
Lack of clear communication from bank 39 19.5
None 47 23.5
Following is the graph indicating respondents’ challenges encountered when using e-banking
services:
100 93
90
80
70 60
60
47
50 39 39
40
30
20
10
0
Technical glitches Security concerns Difficulty in Lack of clear None
or errors navigating the communication
platform from bank
Frequency
INTERPRETATION: The fact that 46.5% of people face technical glitches or errors
highlights significant issues with the reliability and functionality of e-banking platforms.
Additionally, 19.5% facing security concerns underscores the importance of addressing and
mitigating potential risks associated with online transactions. Furthermore, the 30%
encountering difficulty in navigating the platform suggests usability issues that hinder the user
experience. Moreover, the 19% facing a lack of communication from the bank indicates
shortcomings in customer support and information dissemination. On a positive note, 23.5%

of users not facing any challenges suggests that a portion of users find e-banking services
relatively smooth and problem-free.
6. How often do you experience issues with accessing your e-banking

account?
Issues with accessing e-banking account Frequency Percentage

Rarely or never 111 55.5
Occasionally 50 25
Sometimes 26 13
Frequently 13 6.5
Following is the graph indicating respondents’ Issues while accessing e-banking account:
Frequently 13
Sometimes 26
Occasionally 50
Rarely or never 111
0 20 40 60 80 100 120
INTERPRETATION: The fact that 55.5% of people never face issues suggests that a
majority of users find accessing their e-banking accounts to be consistently smooth and trouble-
free. However, the presence of 25% who face issues occasionally, along with 13%
encountering them sometimes and 6.5% facing them frequently, indicates that a significant
portion of users experience disruptions or challenges with accessing their accounts.

7. Have you encountered any problems with customer support services

related to e-banking issues?
Customer support related problems Frequency

Yes, frequently 13
Yes, occasionally 63
No, never 70
I haven't needed to contact customer support 54
Following is the chart indicating respondents’ Issues regarding customer support:
Customer support related problems
6%
Yes, frequently
27%
Yes, occasionally
32%
No, never
I haven't needed to contact

35% customersupport
INTERPRETATION: The above chart depicts that 6% of users face customer support
issues frequently and 32% encounter them occasionally highlights significant challenges in
accessing effective assistance when needed. Conversely, the 35% who never experience
customer support problems suggest that a sizable portion of users find their interactions with
customer support to be generally smooth and satisfactory. Additionally, the 27% who haven't
needed to contact customer support may either indicate a positive experience with the platform
or potential issues with awareness or accessibility of support channels.

8. Customer satisfaction level on the following factors:

8.1 Mobile Banking
Mobile Banking Frequency Percentage

Very Satisfied 77 39%
Satisfied 68 34%
Neutral 25 13%
Dissatisfied 9 5%
Very Dissatisfied 21 11%
Following is the graph indicating respondents’ satisfaction level with respect to mobile
banking:
Mobile Banking
90
80 77
68
70
60
50
40
30 25
21
20
9
10
0
Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied
INTERPRETATION: Customer satisfaction with mobile banking services presents a

diverse landscape, with a significant portion of users expressing positive sentiments.
Specifically, 39% of respondents report being very satisfied, while an additional 34% indicate
satisfaction with their mobile banking experiences. However, there is a notable segment of
users who express being dissatisfied, with an additional percentage reporting dissatisfaction.
These findings suggest that while many users find mobile banking services satisfactory, there
are significant challenges or issues faced by a minority of users. Furthermore, a percentage of
respondents feel neutral, indicating a lack of strong positive or negative feelings towards
mobile banking.

8.2 Responsiveness
Responsiveness Frequency Percentage

Very Satisfied 66 33.0%
Satisfied 71 35.5%
Neutral 31 15.5%
Dissatisfied 22 11.0%
Very Dissatisfied 10 5.0%
Following is the graph indicating respondents’ satisfaction level with respect to

responsiveness:
Responsiveness
80
71
70 66
60
50
40
31
30
22
20
10
10
0
INTERPRETATION: The satisfaction level regarding responsiveness in banking

services showcases a diverse range of experiences among users. A significant proportion
express being very satisfied (33.0%) and satisfied (35.5%) with the responsiveness of the
services, indicating a generally positive sentiment. However, a notable percentage of users
report dissatisfaction, with 11.0% dissatisfied and 5.0% very dissatisfied. This suggests that
while many users find banking services responsive, there remains a segment facing challenges
or issues in this regard. Additionally, 15.5% of users feel neutral, indicating a lack of strong
positive or negative feelings towards responsiveness.

8.3 Platform
Platform Frequency Percentage

Satisfied 67 33.5%
Neutral 32 16.0%
Following is the graph indicating respondents’ satisfaction level with respect to platform:
Platform
80
70 67
60
60
50
40
32
29
30
20
12
10
0
INTERPRETATION: This table and chart depicts that a significant portion, constituting
30.0%, express being very satisfied with the platform. Additionally, 33.5% report feeling
satisfied, indicating a generally positive sentiment. However, a notable percentage of user’s
express dissatisfaction, with 14.5% dissatisfied and 6.0% very dissatisfied. This suggests that
while many users find the platform satisfactory, there remains a segment facing challenges or
issues. Furthermore, 16.0% of users feel neutral, indicating a lack of strong positive or
negative feelings towards the platform.

8.4 Performance
Platform Frequency Percentage

Satisfied 82 41.0%
Neutral 24 12.0%
Following is the graph indicating respondents’ satisfaction level with respect to performance:
Performance
90
82
80
70
59
60
50
40
30 24
20
20 15
10
0
INTERPRETATION: Users' satisfaction with the performance of the banking platform

shows a mix of experiences. Nearly a third (29.5%) are very satisfied, and a big portion
(41.0%) are satisfied with how it works. However, some users (10.0%) are dissatisfied, and a
few (7.5%) are very dissatisfied. About 12.0% feel neutral, not strongly positive or negative
about the platform's performance. Making improvements to address any issues users have is
important for banks to keep customers happy with their banking experience.

9. How often do you encounter security-related issues while using E-

banking services?
Security related issues frequency

always 12
often 22
sometimes 56
rarely 46
never 64
Following is the chart indicating respondents’ encountering security related issues while
using e-banking services:
Security related issues
6%
11% always
32%
often
sometimes
28% rarely
never
23%
INTERPRETATION: The above chart shows that majority of 64 users never face security
related issues, 12 users encounter them always, and 22 often. Additionally, 56 users experience
security problems sometimes, and 46 rarely encounter them. These findings highlight the
importance of continuous improvement in security measures to address concerns and ensure
the safety of users' financial data and transactions.

10. How likely are you to recommend your e-banking platform to others?
Recommendation to others Frequency

very likely 100
likely 61
Neutral 29
Unlikely 6
Very Unlikely 4
Following is the chart indicating respondents’ expected recommendation of E-banking

platform to others:
3% 2%
15% very likely

likely
50% Neutral
Unlikley
30% Very Unlikely
INTERPRETATION: The fact that 50% of users are very likely to recommend e-banking
suggests a high level of satisfaction and confidence in the benefits of these services.
Additionally, the 30% who are likely to recommend further solidify the positive sentiment
towards e-banking among users. However, the presence of 15% who are neutral suggests a
segment of users who may not feel strongly about recommending e-banking, potentially due
to a lack of exceptional experiences or specific concerns. Moreover, the 3% who are unlikely
to recommend, and the 2% of those who are very unlikely, indicate a minority of users who
may have had negative experiences or harbour reservations about e-banking services

CH-5
Findings
Ø The widespread use and awareness of e-banking services reflect their seamless integration
into daily routines, indicating a high level of trust and familiarity among consumers. This
underscores the importance for financial institutions to continuously innovate and improve
digital banking offerings to cater to evolving customer needs.
Ø Approximately 44% of users have used e-banking for over two years, indicating early
adoption, while increasing percentages of newer adopters suggest a steady rise in e-banking
usage. This distribution highlights a gradual but consistent uptake of e-banking services,
reflecting both long-term and newer users' contributions.
Ø With 66% of users perceiving e-banking as secure, there's a strong trust in online financial
transactions, but 7% unsure and 5% sceptical suggest ongoing education and reinforcement
of security measures are crucial for building trust.
Ø The high incidence of technical glitches (46.5%) and security concerns (19.5%) in e-
banking platforms highlights usability and reliability issues, while 23.5% of users
experiencing no challenges suggest areas for improvement to enhance the overall user
experience.
Ø With 55.5% of users reporting never facing issues, most find accessing e-banking accounts
smooth, yet 25% facing issues occasionally, and 13% sometimes, along with 6.5% facing
them frequently, indicates substantial challenges for a significant portion of users
Ø With 6% of users facing customer support issues frequently and 32% encountering them
occasionally, challenges in accessing effective assistance are evident. However, the 35%
who never experience problems suggest satisfactory customer support experiences for a
significant portion, while 27% not needing support may indicate positive platform
experiences or issues with support channel accessibility.

Ø The data illustrates diverse user experiences across customer support, responsiveness, and
platform performance in banking services, with notable satisfaction levels: 30.0% very
satisfied and 33.5% satisfied with the platform, and 33.0% very satisfied and 35.5%
satisfied with responsiveness. Despite this, areas for improvement are evident, with 14.5%
dissatisfied and 6.0% very dissatisfied with the platform, and 11.0% dissatisfied and 5.0%
very dissatisfied with responsiveness. Enhancing services based on user feedback is crucial
for maintaining customer satisfaction in banking.
Ø The data reveals that while the majority of 64 users never face security issues, a significant
number experience them frequently or occasionally, emphasizing the need for ongoing
enhancement of security measures to safeguard users' financial data.
Ø The data suggests a notable portion of users are inclined to recommend e-banking,
indicating overall satisfaction. However, a segment remains neutral, while a small
percentage express reluctance, implying varying levels of confidence or concerns about e-
banking services.

CONCLUSION
In conclusion, the widespread adoption and awareness of e-banking services signify a

significant shift in consumer behaviour towards digital banking solutions. This integration into
daily life underscores the importance of continually improving these services to meet evolving
customer needs. However, challenges such as technical glitches, security concerns, and
usability issues persist, highlighting the necessity for financial institutions to prioritize
enhancing the reliability and functionality of e-banking platforms.
To address these challenges, financial institutions should focus on implementing robust

security measures to protect users' financial data and transactions. Regular security audits and
updates can help mitigate security risks and build trust among users. Additionally, efforts to
streamline the user experience and address technical issues are essential to ensure seamless
access to e-banking services. Investing in customer support resources and channels can also
help users navigate any challenges they encounter effectively.
Moreover, proactive measures such as user education and awareness campaigns can help
alleviate concerns and build confidence in e-banking services. Providing clear and transparent
communication about security protocols and addressing user feedback promptly can further
enhance user trust and satisfaction. Ultimately, by prioritizing these measures, financial
institutions can ensure that e-banking remains a convenient, secure, and reliable option for
consumers in their financial transactions.

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full

Annexure
A Study on Customer Satisfaction towards E-

Banking services with reference to Surat
city.
1. NAME *
2. GENDER *
Mark only one oval.
Male
Female
Other
3. AGE *
Mark only one oval.
18-25
26-35
36-45
46 and above
4. EDUCATION QUALIFICATIONS *
Mark only one oval.

HSC
Undergraduate
Graduate
Post- Graduate
5. OCCUPATION *
Mark only one oval.
Student
Self Employed
Salaried
Home maker
Awareness & perception
6. How long have you been using e-banking services ? * Mark only one oval.
Less than 6 months
6 to 1 year
1 to 2 years
More than 2 years
7. Which of the following e-banking service are you aware of ? *
Tick all that apply.
Internet banking
Mobile banking
Debit/Credit card
Fund transfer
ATM

8. Which e-banking services do you frequently use? *
Online funds transfer

Bill payments
Mobile banking
ATM services
Online account management
9. Do you perceive e-banking services to be secure? *
Mark only one oval.
Yes
No
Maybe
unsure
10. How do you perceive the overall value proposition of e-banking compared to
* traditional banking?
Mark only one oval.
Much better value
Better value
About the same
Worse value
Much worse value
CHALLENGES & SATISFACTION
11. What are the main challenges you encounter when using e-banking services? *

Technical glitches or errors

Security concerns
Diﬃculty in navigating the platform
Lack of clear communication from the bank
None
12. How often do you experience issues with accessing your e-banking account? *
Mark only one oval.
Rarely or never
Occasionally
Sometimes
Frequently
13. Have you encountered any problems with customer support services related to
* e-banking issues?
Mark only one oval.
Yes, frequently
Yes, occasionally
No, never
I haven't needed to contact customer

support
14. How often do you encounter security-related issues while using e-banking *
services?
Mark only one oval.

Always
Often
Sometimes
Rarely
Never
15. Please rate your satisfaction level on the following factors. *

Mark only one oval per row.
Very Very
dissatisf e Neutral Satisf e
dissatisf e satisf e
mobile banking
Responsiveness
Security
Platform
performance
Customer
support
16. How likely are you to recommend your e-banking platform to others? *
Mark only one oval.
Very likely
Likely
Neutral
Unlikely
Very unlikely

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“A Study on Customer Satisfaction Towards E-Banking Services with

Respect to Surat City”

In partial Fulfillment of the Requirement of the award of the degree of

Veer Narmad South Gujarat University, Surat.

Under the Guidance of:

Ms. Heta Navlakha

BBA (Semester – VI)

E21080410000410035 Pratham Goel

Place: Surat Date: 06 / 04/ 2024

SR NO CONTENT PAGE NO.

2 Chapter -2 Review of Literature

3 Chapter -3 Research analysis

4 Chapter - 4 Data Interpretation and analysis

Awareness and perception 33

Challenges and satisfaction 37

5 Chapter -5 Findings & conclusion 46

Electronic banking is a high-order construct, which consists of several distribution channels.

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1.2 ELECTRONIC BANKING

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1.3 INDIAN BANKING INDUSTRY

1.4 IMPORTANCE OF E- BANKING IN THE PRESENT INDIA

Following are the points depicting importance of e-banking:

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Lower Banking Costs

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1.5 POPULAR COMPANIES IN THE BANKING SECTOR

1. HDFC bank : Founded on August 30, 1994

2. ICICI Bank : Founded on: January 5, 1994

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3. STATE BANK OF INDIA (SBI) : Founded on: July 1, 1955

4. KOTAK MAHINDRA BANK : Founded on: November 21, 1985

Kotak Mahindra Bank provides a variety of services to various customers, including

5. AXIS BANK : Founded on: December 3, 1993

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1.6 PESTLE ANALYSIS FOR THE BANKING INDUSTRY

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Consumers desire a seamless banking experience. And technology is developing to allow

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Even banks themselves are utilizing technology within the workplace.

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1.7 TOOLS AND SERVICES OF E-BANKING

• Automated Teller Machine

Debit Cards is another advanced technology of the electronic banking. Nowadays,

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• Online Bill Payment Service

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1.8 Types of E-Banking

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It is a form of mobile banking. It is a facility used by some banks or other financial

1.9 BENEFITS/CONCERNS OF E-BANKING

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CONCERNS WITH E-BANKING

As with any new technology new problems are faced.

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2.1 REVIEW OF LITERATURE

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