MOBILE BANKING.

A PROJECT ON
MOBILE BANKING

A Project submitted to

University of Mumbai for partial completion of the degree of

Bachelor in Commerce (Bachelors in Management Studies)
Under
The faculty of Commerce
By
AMIT D. PANDEY
Under the Guidance of
MR. GATTING KOLI
ST.GONSALO GARCIA COLLEGE
VASAI (WEST)
February -2020

ST. GONSALO GARCIA COLLEGE OF ARTS AND COMMERCE.

 MOBILE BANKING.

DECLARATION

I, the undersigned Mr. Amit D. Pandey hereby declare work that embodied in this project
entitled “Institutional Sales - A Modern Way of Selling To Increase the Consumption and
Establish the Brand in Mind of Consumer”, forms my own contribution to the research work
carried out under Mr. GATTING KOLI not been previously submitted to any other
University for any other degree/ diploma to this or any other University.
Wherever reference has been made to previous works of others, it has been clearly indicated
as such and included in the bibliography.
I, hereby declare that all information of this document has been obtained and presented in
accordance with accordance with academic rules and ethical conduct.

(AMIT D. PANDEY)

Certified by

(MR. GATTING KOLI )

ST. GONSALO GARCIA COLLEGE OF ARTS AND COMMERCE.

 MOBILE BANKING.

CERTIFICATE
This is to certify that AMIT. D. PANDEY of Bachelor in Management Studies Semester VI
(2019-2020) has successfully completed the Project on Institutional Sales - A Modern Way of
Selling to Increase the Consumption and Establish the Brand in Mind of Consumer under the
guidance of MR.GATTING KOLI.

PRINCIPAL CO-ORDINATOR (BMS)

(DR. SOMNATH VIBHUTE ) (PROF. MRS. RUBINA DMELLO)

PROJECT GUIDE EXTERNAL EXAMINER

(PROF. GATTING KOLI)
 MOBILE BANKING.

ACKNOWLEGEMENT

To list who all have helped me is difficult because they are so numerous and the dept is
so enormous.
I would like to acknowledge following as being idealistic channel sand fresh
dimension in the completion of this project.
I take this opportunity to thank the University of Mumbai for giving me this chance to
do this project.
I would like to thank my Principle, Dr. Somnath Vibhute for providing the necessary
facilities required for completion of this project.
I would like to take this opportunity to thank our Coordinator Mrs. Rubina Dmello,
for her moral support and guidance.
I would like to thank my College Library, for having provided various reference books
and magazines related to my project.
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CHAPTE PARTICULARS PAGE

R NO.
1. INTRODUCTION

1.1 MOBILE BANKING

1.2 MOBILE BANKING CONCEPTUAL

MODEL
MOBILE BANKING IN THE
1.3 WORLD
ADVANTAGE AND
1.4 DISADVANTAGE OF MOBILE
BANKIG
SMS BANKING
1.5
E-BANKING
1.6
IT IN BANKING
1.7

2] RESEARCH AND
METHODOLOGY

3] REVIEW OF
LITERATURE
4] DATA ANALYISIS

5] CONCLUSION

6] BIBILOGRAPHY
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MOBILE BANKING.
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CH.1 INTRODUCTION.

1.1 MOBILE BANKING

(also known as M- banking, SMS banking etc.) is a term used for performing balance
checks, account transactions, payments etc. via a mobile device such as a mobile phone.
Mobile banking today is most often performed via SMS or the Mobile Internet
but can also use special programs called clients downloaded to the mobile device.Mobile
banking is a way for the customer to perform banking actions on his or her cell phone or
other mobile device. It is also known as M-Banking or SMS Banking.Mobile banking
allows the user to log into his or her account from a cell phone, and then use the
phone to make
payments, check balances, transfer money between accounts, notify the bank of a lost or
stolen credit card, stop payment on a check, receive a new PIN, or view a monthly
statement, among other transactions. This type of banking is meant to be more
convenient for the consumer than having to physically go into a bank, log on from their
home computer, or make a phone call. While all of this is true, some are concerned about
the security of mobile banking.

ST. GONSALO GARCIA COLLEGE OF ARTS AND COMMERCE. 1

 MOBILE BANKING.

ORIGIN.

Mobile banking probably had its origin in November 1946.In India, the
first bank on wheel was launched by the bank of Patiala in 1950. Internet
banking helped give the customer's anytime access to their banks.
Customers could check out their account details, get their bank statements,
perform transactions like transferring money to other accounts and pay
their bills sitting in the comfort of their homes and offices. However the
biggest limitation of Internet banking is the requirement of a PC with an
Internet connection, not a big obstacle if we look at the US and the
European Mobile banking – The Future White Paper Overview Abstract
This paper describes the basic concepts, services offered, market survey
and technology which enables Mobile banking. Over the last few years,
the mobile and wireless market has been one of the fastest growing
markets in the world and it is still growing at a rapid pace. This opens up
huge markets for financial institutions interested in offering value added
services. With mobile technology, banks can offer a wide range of
services to their customers such as doing funds transfer while traveling,
receiving online updates of stock price or even performing stock trading
while being stuck in traffic. Mobile devices, especially smart-phones, are
the most promising way to reach the masses and to create “stickiness”
among current customers, due to their ability to provide services anytime,
anywhere, with high rate of penetration and potential to grow. Document
Audience This document is primarily intended for Marketing, Sales,
Product Support, Internet Services Group, Project Engineering and anyone
who is interested in Mobile banking. Mobile
 MOBILE BANKING.

banking addresses this fundamental limitation of Internet banking, as it

reduces the customer requirement to just a mobile phone. Mobile usage
has seen an explosive growth in most of the Asian economies like India,
China and Korea. The main reason that Mobile banking scores over
Internet banking is that it enables ‘Anywhere Anytime banking'.
Customers don't need access to a computer terminal to access their bank
accounts, now the can do so on-the-go while waiting for the bus to work,
traveling or when they are waiting for their orders to come through in a
restaurant. The scale at which Mobile banking has the potential to grow
can be gauged by looking at the pace users are getting mobile in these big
Asian economies. According to the Cellular Operators' Association of
India (COAI) the mobile subscriber base in India hit 40.6 million in the
August 2004. In September 2004 it added about 1.85million more. The
explosion as most analysts say, is yet to come as India has about one of the
biggest untapped markets. China, which already witnessed the mobile
boom, is expected to have about 300 million mobile users by the end of
2004. All of these countries have seen gradual roll-out of mobile banking
services, the most aggressive being Korea which is now witnessing the
roll-out of some of the most advanced services like using mobile phones to
pay bills in shops and restaurants.

Definition of Mobile Banking:

Mobile banking is defined as:

"Mobile Banking refers to provision and availment of banking- and

financial services with the help of mobile telecommunication devices. The
scope of offered services may include facilities to conduct bank and stock
market transactions, to administer accounts and to access Customised
information."
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1.2 Mobile Banking Conceptual Model

According to this model Mobile Banking can be said to consist of three

inter- related concepts:

 Mobile Accounting

 Mobile Brokerage

 Mobile Financial Information Services

Most services in the categories designated Accounting and Brokerage are
transaction-based. The non-transaction-based services of an informational
nature are however essential for conducting transactions - for instance,
balance inquiries might be needed before committing a money remittance.
The accounting and brokerage services are therefore offered invariably in
combination with information services. Information services, on the other
hand, may be offered as independent module. Mobile phone banking may
also be used to help in business situations.
 MOBILE BANKING.

Trends in mobile banking

The advent of the Internet has enabled new ways to conduct banking
business, resulting in the creation of new institutions, such as online
banks, online brokers and wealth managers. Such institutions still account
for a tiny percentage of the industry.

Over the last few years, the mobile and wireless market has been one of
the fastest growing markets in the world and it is still growing at a rapid
pace. According to the GSM Association and Ovum, the number of
mobile subscribers exceeded 2 billion in September 2005, and now
exceeds 2.5 billion (of which more than 2 billion are GSM).

With mobile technology, banks can offer services to their customers such
as doing funds transfer while travelling, receiving online updates of stock
price or even performing stock trading while being stuck in traffic.
Smartphones and 3Gconnectivity provide some capabilities that older text
message-only phones do not.

According to a study by financial consultancy Celent, 35% of online

banking households will be using mobile banking by 2010, up from less
than 1% today. Upwards of 70% of bank center call volume is projected to
come from mobile phones. Mobile banking will eventually allow users to
make payments at the
 MOBILE BANKING.

physical point of sale. "Mobile contactless payments” will make up 10%

of the contactless market by 2010. Another study from 2010 by Berg
Insight forecasts that the number of mobile banking users in the US will
grow from 12 million in 2009 to 86 million in 2015. The same study also
predicts that the European market will grow from 7 million mobile
banking users in 2009 to 115 million users in 2015.

Many believe that mobile users have just started to fully utilize the data
capabilities in their mobile phones. In Asian countries like India, China,
Bangladesh, Indonesia and Philippines, where mobile infrastructure is
comparatively better than the fixed-line infrastructure, and in European
countries, where mobile phone penetration is very high (at least 80% of
consumers use a mobile phone), mobile banking is likely to appeal even
more.
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Mobile banking business models

A wide spectrum of Mobile/branchless banking models is evolving. These

models differ primarily on the question that who will establish the
relationship (account opening, deposit taking, lending etc.) to the end
customer, the bank or the Non- bank /Telecommunication Company
(Telco). Another difference lies in the nature of agency agreement
between bank and the Non- bank. Models of branchless banking can be
classified into three broad categories - bank Focused, bank -Led and Non-
bank -Led.

I. Bank -focused model:

The bank -focused model emerges when a traditional bank uses non-
traditional low-cost delivery channels to provide banking services to its
existing customers. Examples range from use of automatic teller machines
(ATMs) to internet banking or mobile phone banking to provide certain
limited banking services to bank’s’ customers. This model is additive in
nature and may be seen as a modest extension of conventional branch-
based banking.

II. Bank -led model:

The bank -led model offers a distinct alternative to conventional

branch- based banking in that customer conducts financial transactions
at a whole range
 MOBILE BANKING.

of retail agents (or through mobile phone) instead of at bank branches or

through bank employees. This model promises the potential to
substantially increase the financial services outreach by using a different
delivery channel (retailers/ mobile phones), a different trade partner (Telco
/ chain store) having experience and target market distinct from traditional
banks, and may be significantly cheaper than the bank -based alternatives.
The bank -led model may be implemented by either using correspondent
arrangements or by creating a JV between bank and Telco/non- bank. In
this model customer account relationship rests with the n bank 3 Non-
bank -led model

The non- bank -led model is where a bank does not come into the picture
(except possibly as a safe-keeper of surplus funds) and the non- bank (e.g.
Telco) performs all the functions.
 MOBILE BANKING.

Mobile Banking Services

Mobile banking can offer services such as the following:

I. Account Information

1. Mini-statements and checking of account history

2. Alerts on account activity or passing of set thresholds

3. Monitoring of term deposits

4. Access to loan statements

5. Access to card statements

6. Mutual funds / equity statements

7. Insurance policy management

8. Pension plan management

9. Status on cheque, stop payment on cheque

II. Payments & Transfers

1. Domestic and international fund transfers

2. Micro-payment handling

3. Mobile recharging

4. Commercial payment processing

5. Bill payment processing

6. Peer to Peer payments

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III. Investments

1. Portfolio management services

2. Real-time stock quotes

3. Personalized alerts and notifications on security prices

IV. Support

1. Status of requests for credit, including mortgage approval, and insurance

coverage

2. Check (cheque) book and card requests

3. Exchange of data messages and email, including complaint submission

and tracking

4. ATM Location

V. Content Services

1. .General information such as weather updates, news

2. Loyalty-related offers

3. Location-based services

Based on a survey conducted by Forrester, mobile banking will be

attractive mainly to the younger, more "tech-savvy" customer segment. A
third of mobile phone users say that they may consider performing some
kind of financial transaction through their mobile phone. But most of the
users are interested in performing basic transactions such as querying for
account balance and making bill payment.
 MOBILE BANKING.

Challenges for a Mobile banking Solution

Key challenges in developing a sophisticated mobile banking application

are:

I. Interoperability:

There is a lack of common technology standards for mobile banking.

Many protocols are being used for mobile banking – HTML, WAP,
SOAP, XML to name a few. It would be a wise idea for the vendor to
develop a mobile banking application that can connect multiple banks. It
would require either the application to support multiple protocols or use of
a common and widely acceptable set of protocols for data exchange.

There are a large number of different mobile phone devices and it is a big
challenge for banks to offer mobile banking solution on any type of
device. Some of these devices support J2ME and others support WAP
browser or only SMS.

Overcoming interoperability issues however have been localized, with

countries like India using portals like R-World to enable the limitations of
low end java based phones, while focus on areas such as South Africa
have defaulted to the USSD as a basis of communication achievable with
any phone.

The desire for interoperability is largely dependent on the banks

themselves, where installed applications (Java based or native) provide
better security, are easier to use and allow development of more complex
capabilities similar to those of
 MOBILE BANKING.

internet banking while SMS can provide the basics but becomes difficult
to operate with more complex transactions.

II. Scalability & Reliability:

Another challenge for the CIO’s and CTOs of the banks is to scale-up the
mobile banking infrastructure to handle exponential growth of the
customer base. With mobile banking, the customer may be sitting in any
part of the world (true anytime, anywhere banking) and hence bank’s
need to ensure that the systems are up and running in a true 24 x 7 fashion.
As customers will find mobile banking more and more useful, their
expectations from the solution will increase. Bank’s unable to meet the
performance and reliability expectations may lose customer confidence.

III. Application distribution:

Due to the nature of the connectivity between bank and its customers, it
would be impractical to expect customers to regularly visit bank s or
connect to a web site for regular upgrade of their mobile banking
application. It will be expected that the mobile application itself check the
upgrades and updates and download necessary patches (so called Over
The Air updates). However, there could be many issues to implement this
approach such as
upgrade / synchronization of other dependent components.
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IV.personalization:

It would be expected from the mobile application to support

personalization such as:

1. Preferred Language

2. Date / Time format

3. Amount format

4. Default transactions

5. Standard Beneficiary list.

 MOBILE BANKING.

1.3. Mobile banking in the world

Mobile banking has come in handy in many parts of the world with little
or no Infrastructure development, especially in remote and rural areas.
This part of the mobile commerceis also very popular in countries where
most of their population is unbanked. In most of these places banks can
only be found in big cities and customers have to travel hundreds of miles
to the nearest bank.Countries like Sudan, Ghana and South Africa received
this new commerce very well. In Latin America countries like Uruguay,
Paraguay, Argentina, Brazil, Venezuela, Colombia, Guatemala and
recently Mexico started with a huge success.In Iran banks like Parsian,
Tejarat, Mellat, Saderat, Sepah, edbi and bankmelli offer this service.
Guatemala has the support of Banco industrial. Mexico released the
mobile commerce with Omnilife, Bancomer and a private company
(MPower Ventures). Kenya's Safaricom (Part of the Vodafone Group) has
had the very popular M-Pesa Service - mainly used to transfer limited
amounts of money, but has been increasingly used to pay utility bills. Zain
in 2009 launched their own mobile money transfer business known as
ZAP in Kenya and other African countries.
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Technologies Behind Mobile Banking

Technically speaking most of these services can be deployed using more

than one channel. Presently, Mobile Banking is being deployed using
mobile applications developed on one of the following four channels.

1. IVR (Interactive Voice Response)

2. SMS (Short Messaging Service)

3. WAP (Wireless Access Protocol)

4. Standalone Mobile Application Clients

I. IVR- Interactive Voice Response:

IVR or Interactive Voice Response service operates through pre-specified

numbers that banks advertise to their customers. Customer's make a call at
the IVR number and are usually greeted by a stored electronic message
followed by a menu of different options. Customers can choose options by
pressing the corresponding number in their keypads, and are then read out
the corresponding information, mostly using a text to speech program.

Mobile banking based on IVR has some major limitations that they can be
used only for Enquiry based services. Also, IVR is more expensive as
compared to other channels as it involves making a voice call which is
generally more expensive than sending an SMS or making data transfer
(as in WAP or Standalone clients).
 MOBILE BANKING.

One way to enable IVR is by deploying a PBX system that can host IVR
dial plans. Banks looking to go the low cost way should consider
evaluating Asterisk, which is an open source Linux PBX system.

II. SMS – Short Messaging Service:

SMS uses the popular text-messaging standard to enable mobile

application based banking. The way this works is that the customer
requests for information by sending an SMS containing a service
command to a pre-specified number. The bank responds with a reply SMS
containing the specific information.

For example, customers of the HDFC Bank in India can get their account
balance details by sending the keyword ‘HDFCBAL' and receive their
balance information again by SMS.

However there have been few instances where even transaction-based

services have been made available to customer using SMS. For instance,
customers of the Centurion Bank of Punjab can make fund transfer by
sending the SMS ‘TRN (A/c No) (PIN No) (Amount)'.

One of the major reasons that transaction based services have not taken of
on SMS is because of concerns about security. The main advantage of
deploying mobile applications over SMS is that almost all mobile phones
are SMS enabled.
 MOBILE BANKING.

An SMS based service is hosted on a SMS gateway that further connects

to the Mobile service providers SMS Centre. There are a couple of hosted
IP based SMS gateways available in the market and also some open source
ones like Kannel.

SMS Network Architecture

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WAP – Wireless Access Protocol:

WAP uses a concept similar to that used in Internet banking. Banks

maintain WAP sites which customer's access using a WAP compatible
browser on their mobile phones. WAP sites offer the familiar form based
interface and can also implement security quite effectively.

Bank of America offers a WAP based service channel to its customers in

Hong Kong. The banks customers can now have an anytime, anywhere
access to a secure reliable service that allows them to access all enquiry
and transaction based services and also more complex transaction like
trade in securities through their phone A WAP based service requires
hosting a WAP gateway. Mobile Application users access the bank's site
through the WAP gateway to carry out transactions, much like internet
users access a web portal for accessing the banks services.

The following figure demonstrates the framework for enabling mobile

applications over WAP. The actually forms that go into a mobile
application are stored on a WAP server, and served on demand. The WAP
Gateway forms an access point to the internet from the mobile network.
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WAP Network Architecture for Mobile Applications

III. Standalone Mobile Application Clients:

Standalone mobile applications are the ones that hold out the most
promise as they are most suitable to implement complex banking
transactions like trading insecurities. They can be easily customized
according to the user interface complexity supported by the mobile. In
addition, mobile applications enable the implementation of a very secure
and reliable channel of communication.

One requirement of mobile applications clients is that they require to be

downloaded on the client device before they can be used, which further
requires the mobile device to support one of the many development
environments like J2ME or Qualcomm's BREW. J2ME is fast becoming
an industry standard to deploy mobile applications and requires the mobile
phone to support Java. The major disadvantage of mobile application
clients is that the applications needs to be customized to each mobile
phone on which it might finally run.
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Advantage & Disadvantage of Mobile Banking Advantages:

1. The biggest advantage that mobile banking offers to banks is that it

drastically cuts down the costs of providing service to the customers. For
example an average teller or phone transaction costs about $2.36 each,
whereas an electronic transaction costs only about $0.10 each.
 MOBILE BANKING.

2. Additionally, this new channel gives the bank ability to cross-sell up-
sell their other complex banking products and services such as vehicle
loans, credit cards etc.

2. For service providers, Mobile banking offers the next surest way to
achieve growth. Countries like Korea where mobile penetration is nearing
saturation, mobile banking is helping service providers increase revenues
from the now static subscribers use. Service providers are increasingly
using the complexity of their supported mobile banking services to attract
new customers and retain old ones.

3. A very effective way of improving customer service could be to

inform customers better. Credit card fraud is one such area.

4. A bank could, through the use of mobile technology, inform

owners each time purchases above a certain value have been made on their
card. This way the owner is always informed when their card is used, and
how much money was taken for each transaction. Similarly, the bank
could remind customers of outstanding loan repayment dates for the
payment of monthly installments or simply tell them that a bill has been
presented and is up for payment. The customers can then check their
balance on the phone and authorize the required amounts for payment.
5. The customers can also request for additional information. They
can automatically view deposits and withdrawals as they occur and also
pre- schedule payments to be made or cheques to be issued.

6. Similarly, one could also request for services like stop cheque or
issue of a cheque book over one’s mobile phone.
 MOBILE BANKING.

7. There are number of reasons that should persuade bank s in favor

of mobile phones.

8. They are set to become a crucial part of the total banking services
experience for the customers.

9. Also, they have the potential to bring down costs for the bank
itself. Through mobile messaging and other such interfaces, bank s
provides value added services to the customer at marginal costs.

10. Such messages also bear the virtue of being targeted and personal
making the services offered more effective. They will also carry better
results on account of better customer profiling.

11. Yet another benefit is the anywhere/anytime characteristics of

mobile services. A mobile is alost always with the customer. As such it
can be used over a vast geographical area. The customer does not have to
visit the bank ATM or a branch to avail of the bank’s services. Research
indicates that the number of footfalls at a bank’s branch has fallen down
drastically after the installation of ATMs.

12. As such with mobile services, a bank will need to hire even less
employees as people will no longer need to visit bank branches apart from
certain occasions.

13. With Indian telecom operators working on offering services like

money transaction. Over a mobile, it may soon be possible for a bank to
offer phone-based credit systems.

14. This will make credit cards redundant and also aid in checking
credit card. Fraud apart from offering enhanced customer convenience.
The use of mobile Technologies is thus a win-win proposition for both the
bank s and the bank’s Customers.
MOBILE BANKING.
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15. The banks add to this personalized communication through the

process of Automation. For instance, if the customer asks for his account
or card balance after conducting a transaction, the installed software can
send him an automated reply informing of the same. These automated
replies thus save the bank the need to hire Additional employees for
servicing customer needs.

16. Use banking facilities anywhere, even far away from a bank .Easy
operation – access accounts from a cell phone. Lower operational costs
(for banks) than setting up ATM machines.

Disadvantage:

1. Back in days when Internet was introduced, it was a boon to the

financial industry as it reduced all volumes by opening another self-
service channel for servicing customers.

2. With mobile that advantage is not there as already investments are

made to reduce call volumes using Internet and Internet is one of the
technologies that is ever spreading in customer community.
 MOBILE BANKING.

3. Almost 80% of the people in US already have internet connection.

Mobile banking would be another value added service that can be
provided by financial institutions, it may only bring good will.

4. Depending on the technological direction for enabling Mobile

companies either has to spend enormous amount of money in matching
customer’s expectation or maintaining another stream of technology
applications. Technology still has security issues and software distribution
issues.
Uses

1) Pay bills

2) Transfer funds

3) Take mini-statements, conduct balance enquiries

4) Set alerts for movement in accounts – change in balance, payments

of bills set on auto payment mode etc.

5) Purchase items – e.g. ABNAmro’s Mpower enables you to shop

Although advanced/high-end transactions can be conducted using cell

phones, most mobile banking customers use it for basic activities like
balance enquiry, making payments of regular bills etc.
 MOBILE BANKING.

1.5 SMS Banking

When people are hard pressed for time, the need for "anytime anywhere”
is banking gains utmost importance. Bearing this in mind, bank s provides
a novel service which gives retail customers account information and real-
time transaction capabilities from their cell phones. With SMS banking the
following services can be obtained:

 Get account balance details

 Request a cheque book

 Request last three transaction details

 Pay bills for electricity, mobile, insurance etc.

 MOBILE BANKING.

SMS banking Overview:

In order to avail the services mentioned above, a user subscribing to a
wireless carrier sends an SMS with a predefined code to the bulk service
provider’s number.

The service provider forwards this message to the bank’s mobile banking
applications. The mobile banking applications interface with the core
banking servers (that contain the user account information) that service the
request made by the user. The response is then sent by the mobile banking
applications to the bulk service provider who in turn forward it to the valid
user via SMS. Which is very well explaining in the following diagram?
 MOBILE BANKING.

There are two ways in which a bank can communicate with a customer
using SMS:

1. In the first method the bank proactively sends data to customers in

response to certain transactions. For e.g. account to account transfer,
salary credit and some promotional messages. This data can be sent to the
customer in two ways
a. E-mail to mobile (E2M):

In this method, the bank sends an email to the mobile banking application
through a specific email address. This email may consist of the message
content together with the mobile numbers of the customer. The mobile
banking application in turn sends this message in a specific format (for
e.g. XML tags are part of a HTTP GET message query string) to the
service provider’s application server. From here on the information from
the XML tags is extracted and sent as a SMS to the wireless carrier which
in turn forwards this message to the customer.
 MOBILE BANKING.

b. Database to mobile (D2M):

Here a mobile banking application continuously polls the bank s database

server and whenever a relevant event happens, for e.g. an account to
account transfer, it forwards the specific message to the service provider’s
application server. The message format may be the same as the one used
in the E2M case. This message is then forwarded to the wireless carrier
which in turn forwards this message to the customer.

In the second method the bank sends data in response to specific customer
query such as account balance details. The customer first sends a pre-
defined request code via SMS to the Bulk SMS service provider’s
registered mobile number. Depending on the message code, the bulk SMS
provider forwards the SMS to a PULL application in the mobile banking
server. The PULL application receives the request and forwards it to the
core banking application for further processing. The core banking server
then processes this message and sends the reply to the PULL application
which in turn forwards in to the customer via the service provider. As in
the above cases the request and the response for the PULL application
may be a HTTP GET message with tags in the query string.
 MOBILE BANKING.

Marketing strategy used by bank via mobile banking

SMS banking services are operated using both Push and Pull messages.
Push messages are those that the bank chooses to send out to a customer's
mobile phone, without the customer initiating a request for the
information. Typically push messages could be either Mobile Marketing
messages or messages alerting an event which happens in the customer's
bank account, such as a large withdrawal of funds from the ATM or a
large payment using the customer's credit card, etc.

Another type of push message is One-time password (OTPs). OTPs are the
latest tool used by financial and banking service providers in the fight
against cyber fraud. Instead of relying on traditional memorized
passwords, OTPs are requested by consumers each time they want to
perform transactions using the online or mobile banking interface. When
the request is received the password is sent to the consumer’s phone via
SMS. The password is expired once it has been used or once its scheduled
life-cycle has expired.

Pull messages are those that are initiated by the customer, using a mobile
phone, for obtaining information or performing a transaction in the bank
account. Examples of pull messages for information include an account
balance inquiry, or requests for current information like currency
exchange rates and deposit interest rates, as published and updated by the
bank .

The bank’s customer is empowered with the capability to select the list of
activities (or alerts) that he/she needs to be informed. This functionality to
choose activities can be done either by integrating to the Internet banking
channel or through the bank’s customer service call centre.
 MOBILE BANKING.

Typical Push & Pull Services offered under SMS banking

Depending on the selected extent of SMS banking transactions offered by

the bank, a customer can be authorized to carry out either non-financial
transactions, or both and financial and non-financial transactions. SMS
banking solutions offer customers a range of functionality, classified by
Push and Pull services as outlined below.

Typical Push Services would include:

 Periodic account balance reporting (say at the end of month)

 Reporting of salary and other credits to the bank account

 Successful or unsuccessful execution of a standing order

 Successful payment of a cheque issued on the account;

 Insufficient funds

 Large value withdrawals on an account

 Large value withdrawals on the ATM or on a debit card

 Large value payment on a credit card or out of country activity on a

credit card.
 One-time password and authentication
 MOBILE BANKING.

Typical Pull Services would include:

 Account balance inquiry

 Mini statement request

 Electronic bill payment

 Transfers between customer's own accounts, like moving money from a

savings account to a current account to fund a cheque
 Stop payment instruction on a cheque
 Requesting for an ATM card or credit card to be suspended

 De-activating a credit or debit card when it is lost or the PIN is known to

be compromised
 Foreign currency exchange rates inquiry

 Fixed deposit interest rate inquiry

Concerns & Skepticism about SMS Banking

Many banks would have some concerns when the prospects of introducing
SMS banking are discussed. Most of these concerns could revolve around
security and operational controls around SMS banking. However
supporters of SMS claim that while SMS banking is not as secure as other
conventional banking channels, like the ATM and Internet banking, the
SMS banking channel is not intended to be used for very high-risk
transactions.
 MOBILE BANKING.

The Convenience Factor

The convenience of executing simple transactions and sending out

information or alerting a customer on the mobile phone is often the
overriding factor that dominates over the skeptics who tend to be overly
bitten by security concerns.

As a personalized end-user communication instrument, today mobile

phones are perhaps the easiest channel on which customers can be reached
on the spot, as they carry the mobile phone all the time no matter where
they are. Besides, the operation of SMS banking functionality over phone
key instructions makes its use very simple. This is quite different to
Internet banking which can offer broader functionality, but has the
limitation of use only when the customer has access to a computer and the
Internet. Also, urgent warning messages, such as SMS alerts, are received
by the customer instantaneously; unlike other channels such as the post,
email, Internet, telephone banking, etc. on which a bank 's notifications to
the customer involves the risk of delayed delivery and response.

The SMS banking channel also acts as the bank’s means of alerting its
customers, especially in an emergency situation; e.g. when there is an
ATM fraud happening in the region, the bank can push a mass alert
(although not subscribed by all customers) or automatically alert on an
individual basis when a predefined ‘abnormal’ transaction happens on a
customer’s account using the ATM or credit card. This capability
mitigates the risk of fraud going unnoticed for a long time and increases
customer confidence in the bank’s information systems.
 MOBILE BANKING.

Compensating controls for lack of Encryption

The lack of encryption on SMS messages is an area of concern that is

often discussed. This concern sometimes arises within the group of the
bank’s technology personnel, due their familiarity and past experience
with encryption on the ATM and other payment channels. The lack of
encryption is inherent to the SMS banking channel and several banks that
use it have overcome their fears by introducing compensating controls and
limiting the scope of the SMS banking application to where it offers an
advantage over other channels. Suppliers of SMS banking software
solutions have found reliable means by which the security concerns can be
addressed. Typically the methods employed are by pre-registration and
using security tokens where the transaction risk is perceived to be high.
Sometimes ATM type PINs are also employed but the usage of PINs in
SMS banking makes the customer's task more cumbersome.
 MOBILE BANKING.

Technologies Employed for SMS Banking

Most SMS banking solutions are add-on products and work with the
bank’s existing host systems deployed in its computer and
communications environment. As most banks have multiple backend
hosts, the more advanced SMS banking systems are built to be able to
work in a multi-host banking environment; and to have open interfaces
which allow for messaging between existing banking host systems using
industry or de-facto standards.

Well developed and mature SMS banking software solutions normally

provide a robust control environment and a flexible and scalable operating
environment. These solutions are able to connect seamlessly to multiple
operators in the country of operation. Depending on the volume of
messages that are require to be pushed; means to connect to the SMS
could be different, such as using simple modems or connecting over leased
line using low level communication protocols. Advanced SMS banking
solutions also cater to providing failover mechanisms and least-cost
routing options.
 MOBILE BANKING.

The Possible Future for Mobile Banking

Payment on approval by SMS

This feature allows for joint accounts or business account to have a pre-
determined limit to prompt for either supervisor or joint account holder
approval. A payment request is made from the account to another pre-
nominated account; a message is then send to either the supervisor or joint
account holder to also approve the payment.

Two-stage confirmed payment

This payment process is similar to a letter of credit, when the end user
sends a payment instruction for goods or services, the amount of the
payment will be transferred to a specific account. The beneficiary will be
notified that the amount is guaranteed. Once the goods or services are
delivered the end user/payee will be able to accept or reject the
goods/services and make payment accordingly by approving or denying
the payment process.
 MOBILE BANKING.

Mobile Payment in Retail Outlets

Using nothing but their own mobile handset, consumers will be able to
make purchased at a wide variety of retail outlets. Let's use the
supermarket as a common example: the consumer needs to make a
purchase from a supermarket, he/she goes to the cashier and sends a
payment request along with his/her password and the specific POS
machine number. The system will then send back a Digital Money
Sequence Number (DMSN) to the buyer. When asking to pay for the
goods, the cashier will use his/her special banking card, and when the
buyer is asked for a password all they need to do is enter the DMSN. As
long as the transaction is within the daily limit of the account the
transaction will take place instantly.

1.6 E- Banking

The acceleration in technology has produced an

extraordinary effect upon our economy in general has
had a particularly profound impact in expanding the
scope and utility of financial products over the last ten
years. Information technology has made possible the
creation, valuation, and exchange of complex financial
products on a global basis and
even that just in recent years. Derivatives are obviously the most evident
of the many products that technology has inspired, but the substantial
 MOBILE BANKING.

increase in our calculation has permitted a variety of other products and,

most beneficially, new ways to unbundled risk.

What is really quite extraordinary is that there is no sign that this process
of acceleration in financial technology is approaching an end. We are
moving at an exceptionally rapid pace, fueled not only by the enhanced
mathematical applications produced by our ever rising computing
capabilities but also by our expanding telecommunications capabilities and
the associated substantial broadening of our markets.
 MOBILE BANKING.

Functions of E-banking

At present, the personal e- bank system provides the following services: -

1. Inquiry about the information of account:

The client inquires about the details of his own account information such
as the cards / account’s balance and the detailed historical records of the
account and downloads the report list.

2. Card accounts’ transfer:

The client can achieve the fund to another person’s Credit Card in the
same city.

3. Bank -securities accounts transfer:

The client can achieve the fund transfer between his own bank savings
accounts of his own Credit Card account and his own capital account in
the Securities Company. Moreover, the client can inquire about the present
balance at real time.

4. The transaction of foreign exchange:

The client can trade the foreign exchange, cancel orders and inquire about
the information of the transaction of foreign exchange according to the
exchange rate given by our bank on net.

5. The B2C disbursement on net:

The client can do the real-time transfer and get the feedback information
about payment from our bank when the client does shopping in the
appointed web-site.
 MOBILE BANKING.

6. Client service:

The client can modify the login password, information of the Credit Card
and the client information in e- bank on net.

7. Account management:

The client can modify his own limits of right and state of the registered
account in the personal e- bank, such as modifying his own login
password, freezing or deleting some cards and so on.

8. Reporting the loss if the account:

The client can report the loss in the local area (not nationwide) when the
client’s Credit Card or passbook is missing or stolen.
 MOBILE BANKING.

Types of E- banking

1. Deposits, withdrawals, inter-account transfer and payment of

linked accounts at an ATM;
2. Buying and paying for goods and services using debit cards or
smart cards without having to carry cash or a cheques book;

3.Using a telephone to perform direct banking- make a balance

enquiry, inter- account transfers and pay linked accounts;
Using a computer to perform direct banking- make a balance enquiry,
inter- account transfers and pay linked
Advantages of E-Banking

1. Account Information: Real time balance information and summary

of day’s transaction.
2. Fund Transfer: Manage your Supply-Chain network, effectively by
using our online hand transfer mechanism. We can affect fund transfer on
a real time basis across the bank locations.
3. Request: Make a banking request online.

4. Account information: The complete database that the bank has

about our company is available to us at our terminal. It provides us:
 Current balance in our account on real-time basis.

 Day’s transactions in the account.

 Details of cash credit limit, drawing power, amount utilized, etc.

5. The real life situation of user-wise limits and multilevel signatories

can be mapped in the net-based fund transfer module too. We can specify
user-wise cap for fund transfer and the number of approvals needed for
each fund transfer. The
 MOBILE BANKING.

fund transfer will not take place unless the required number of signatories
has approved it.
6. With a power of Attorney from our dealers, we can link the
dealer’s accounts to our account in order to have an online fund transfer,
saving us time and money involved with cheques collections systems.
Alternatively, the dealer can credit our account through this channel.
Similarly, we could also affect vendor and other payments online.
7. Customers can also submit the following requests online:
Registration for account statements by e-mail daily / weekly / fortnightly /
monthly basis.
 Stop payment or cheques

 Cheque book replenishment

 Demand Draft / Pay-order

 Opening of fixed deposit account

 Opening of Letter of credit

8. The company does not have to spend anything extra to avail such
facilities. All it requires is Internet connectivity. The product enables the
company to pro-actively manage its cash flows, ease reconciliation efforts
as all the MIS is available at the click of the mouse.
9. Bill Payment through Electronic banking: Internet has thus ushered
the concept of anytime and anywhere banking. To the individual the
onerous task of visiting several places to settle his service bills like
telephone, water, electricity, etc., can be overcome through the electronic
Bill Pay service provided by the bank. He can pay his regular monthly
bills (telephone, electricity, mobile phone, insurance, etc.) right from his
desktop. No more missed deadlines, no more loss of interest. He can
schedule his bills in advance, and thus avoid missing the bill deadlines as
well as earn extra interest on his money.
 MOBILE BANKING.

10. Other benefits: The e- banking provides some other benefits also. They
are:

 Convenience.

 Speed of concluding transactions.

 Safety- banking from own home.

 Economy- banking without visiting your bank.

 Cheaper service fees.

 Seamless Integration with existing environment (IDM-Intelligent Data

Module).
 Highly Saleable.

 Easy Customization.

 Lower Costs of both Installation and Maintenance.

Limitation of E- banking:

1. Safety situations around ATMs.

2. Abuse of bank cards by fraudsters at ATMs.

3. Danger of giving your card number when buying on-line

 MOBILE BANKING.

1.7 I.T in Banks

The reforms in the 1990s, which led to expansion, consolidation and

liberalization of the banking and financial sector in India, brought in many
changes and challenges. A number of private and foreign players entered
the Indian market with superior technologies that helped them service their
customers efficiently through multiple channels such as ATMs and Online
banking. Indian bank s on the other hand has been using IT more out of
compulsion and primarily for transaction processing. They now need to
adopt IT to reposition bank s into the integrated financial services market.

The need for providing improved customer service, reducing transaction

costs and increasing productivity, shall be the main drivers for banking
sector to adopt IT. These considerations are particularly important for
public sector bank s in India, who are facing immense competition from
private and foreign bank s. IT can help them move from the present
scenario where they are working as isolated islands to providing a
centralized banking experience. There is a need today for IT and the
financial community to come together and develop customized IT solution
to make the Indian banking sector globally competitive.

IT adoption in the banking sector will provide real time availability of

transaction processing through multiple channels. It would enhance a
bank’s ability to cross sell products, ensure better management and
security and safety of funds and increase efficiently through integration of
systems across various locations. It would also ensure efficient
management of Non Performing Assets (NPAs), minimize transactions
costs, enhance ability to conduct in-depth financial analysis and gather
business intelligence. Enhanced use of IT would also encourage the use
 MOBILE BANKING.

of Internet to provide access for online bill payments, fund transfers and e-
statements in addition to encouraging wireless mobile banking and e-
commerce.

With growing competition faced by foreign bank s and financial

institutions, the public sectors bank s in co-operation with the Indian IT
industry would need to equip themselves for the next phase of introducing
the benefits of IT to their customers by providing a centralized banking
solution.

Opportunity for Indian banking sector in branch computerization

1. IT Networking

2. System Relationship Management

3. Customer Relationship Management (CRM) Applications

4. Back Office processing and Call Centers

5. Data warehousing/Data mining

6. Mobile banking and e- banking

 MOBILE BANKING.

Different uses of Information Technology:

a) Tele Banking

b) Any Time Banking

c) Automated Teller machine

d) Shared Payment Network System

e) Customer Service

f) Mobile banking

g) Home Banking

h) Electronic Fund Transfer

i) Plastic Cards as Media for Payment

1. Credit Card

2. Debit Card

3. Smart Card

4. ATM Card
 MOBILE BANKING.

RESEARCH METHODOLOGY

SOURCES OF DATA.
To fulfil the information need of the study. The data is collected from
primary as well as secondary sources.

The objective of study are:-

1. To analyze the current market potential for mobile banking.

2. To study the consumer satisfaction level for the mobile banking facility
3. To compare between mobile banking and counter banking to compare the
view point of a different respondents depending on their occupation about
the mobile banking facilities.

Methods of data collection.

A. PRIMARY.
B.SECONDARY.
The analysis tools would be of both types which includes
1. Primary Data.
a. Questionnaire.
b. Personal Interview
2. Secondary Data.
a. News papers & Magazines
b. Internet & Journals.
 MOBILE BANKING.

PRIMARY SOURCES.
I decided primary data collection method because our study nature does
not permit to apply observational method. In survey approach I had
selected a questionnaire method for taking a customer’s view because it is
feasible from the point of view of our subject & survey purpose. We
conducted 100 sample of survey in our project to understand the customer
reviews about HDFC home loans policy.
I had conducted a survey taking the sample size of 69 people including all
groups of people. I had done the survey at different places like Vasai
Station, Datani Square Mall and even my own Housing Society members
and other places considering all income groups of people. The
questionnaire of the survey in enclosed in the annexure. It was a very good
experience while conducting this survey. It developed a sense of
confidence and augmented the data collection skills within me. It enabled
me to develop a skill of getting primary data from the common people and
then analyzing it and presenting it in a systemic manner. Most importantly
it made me think logically and practically and thereby improved my
research ability. The information collected is analyzed and represented
below with all possible diagrams.

SECONDARY SOURCES.
B. SECONDARY SOURCES.
It was collected from internal sources. The secondary data was collected
on the basis of organizational file, official records, newspapers,
magazines, management books, preserved information in the company’s
database and website of the company.

5.3 SAMPLING AND TECHNIQUE.

Sampling refers to the method of selecting a sample from a given universe

 MOBILE BANKING.

with a view to draw conclusions about that universe. A sample is a

representative of the universe selected for study.
Large sample gives reliable result than small sample. However, it is not
feasible to target entire population or even a substantial portion to achieve
a reliable result. So, in this aspect selecting the sample to study is known
as sample size. Hence, for my project my sample was 100.
Random sampling technique was used in the survey conducted.

TOOLS OF ANALYSIS.
Data has been presented with the help of bar graph, pie charts, line graphs
etc.

PLAN OF ANALYSIS.
Tables were used for the analysis of the collected data. The data is also
neatly presented with the help of statistical tools such as graphs and pie
charts. Percentages and averages have also been used to represent data
clearly and effectively.

DATA COLLECTION INSTRUMENT AND DEVELOPMENT.

The mode of collection of data will be based on Survey Method and Field
Activity. Primary data collection will base on personal interview. I have
prepared the questionnaire according to the necessity of the data to be
collected.
 MOBILE BANKING.

LITERATURE REVIEW.

1. Wiebke et al (2018) states that mobile phone revolution is changing the

overall banking scenario of country. Because of smart phones the banking
transactions have now completely changed. The author has made efforts to fine
out the usage of mobile banking at two separate time intervals-pre-PMJDY
(before the yojana) and post-PMJDY – in a specific Indian state. The author also
provides suggestions as to how to leverage this technology and improve its
penetration to further financial inclusion in the country.
GUPTA AND JASMINE (2018)

2. Wiebke et al (2019) states that attitude towards ATM and mobile

banking shows customer’s attitude for mobile banking. Online banking
has more stronger effects on mobile banking rather than ATM. The
study’s results hint at some practical and worthwhile guidelines for banks
that can be leveraged in communication campaigns aiming at boosting the
adoption rates of mobile banking. Banks can take advantage of the
transference effects of the established attitudes toward and trusting beliefs
in their mature ssts as well as the contagious social influences in inducing
the adoption of a newly introduced SST.
CHAOUALI AND WALID (2019)

3. Wiebke et al (2019) states that with a rapid increase in smart phone

users, mobile banking is becoming an available banking channel that
allows consumers to perform banking transactions at their own
convenience. The research findings reveal the various factors that
influence mobile banking adoption for these two nationalities. The results
should help banks gain an understanding of these factors, and thus direct
 MOBILE BANKING.

their efforts to develop features that satisfy the needs of their target
customers.
Changchit, Chuleeporn1 (2019)

4. Wiebke et al (2019) states that M-Banking is one of the most promising

technologies that could prove to have considerable value to both banks
and customers. The author has done a questionnaire survey to collect the
required data from convenience sampling of Saudi bank customers. The
main factors – performance expectancy, price value, facilitating
conditions, hedonic motivation, habit, system quality and service quality –
were found to have a significant impact on actual use behaviour.
Baabdullah, Abdullah M. (2019)

5. Wiebke et al (2018) states that Todays, one of the substantially

remarkable modern techniques in providing banking services is the
provision of financial and banking services by using smart phones
(mobiles). Although the life of using smart phones for banking and
financial operations is not too long, significant advancements have been
observed in this area within a short time, which could highly promise the
extensive development of this modern electronic banking technique in
future. Originality/value During the last decade, information technology
has had tremendous impacts on banking industry through guiding and
introducing new financial products with a specific delivering to its
customers, enabling the banks to be able to provide distinguished products
and special services to their customers safely and reliably.
AHMADI DANIYALI (2018)

6. Wiebke et al (2019) states that Mobile banking (m-banking) has

emerged dynamically over the years due to consumers’ increased use of
 MOBILE BANKING.

mobile technologies, their ever-growing lifestyle choices and also the

several different economic factors. The research model was tested and
validated using data collected by survey from 227 Omani residents. The
results divulge that satisfaction and intention to use stand as two important
precedents of actual usage, and the satisfaction also mediates the
relationship between service quality, information quality and trust with
intention to use m-banking and negates with that of system quality.
SUJEET KUMAR (2019)

7. Wiebke et al (2018) states that Mobile banking has become increasingly

important to society; however, not all members of society adopt and/or use
it as much as others: older adults, the disabled and lower-income families
remain behind in their use and adoption of this service. The author’s
findings s finding helped us recognise a research gap and led us to form
our primary aim: to understand and explain the factors that influence the
adoption, use and diffusion of mobile banking among one of those groups
in particular, older adults, in the UK.
CHOUDRIE JYOTI (2018)

8. Wiebke et al (2018) states that many seminal studies have explored

consumers’ attitude and perception to adopt mobile banking as a general
and unique service channel. However, no empirical studies have so far
addressed consumers’ intentions to select mobile banking service delivery
channel from behavioral, technological, social, cultural, and organizational
perspectives for the three distinct stages like static, interaction, and
transaction service.
SHAREF MAHMUD (2018)
 MOBILE BANKING.

DATA ANALYSIS

From the survey conducted on the Mobile banking from Customers,

students, bank employees.

1. Awareness about mobile banking?

 MOBILE BANKING.

According to the survey 69% people are aware of the mobile banking
facility. From this graph we can see that Indians are well aware of the
services such as mobile banking which are provided by banks to them. A
service such as mobile banking is definitely not a new concept to the
Indian people.

They are responsive and are appreciative of the bank efforts to lighten the
load on branches and subsidiaries.
 MOBILE BANKING.

2. Preferred bank type for m-banking?

 Public sector banks are the most secured types of banks for
mobile banking as shown in the above pictorial representation,
nearly 59% people believe that mobile banking from public
sector is safe.
 Remaining 35% would opt for private banks for online banking
transactions.
 Last but not the least 8% people are the people who frequently
travel out of the country would opt for foreign banks.

3.Is mobile banking safe?

 MOBILE BANKING.

This graph represents the amount of customers who believe that

mobile banking is safe.
This graph shows us that the Indian people are sure and are confident
enough to venture into banking using mobile phones. They believe that
threading on unknown territory can be harmful and can lead to huge
losses due to fraud or theft in unforeseen circumstances. To get over
this notion the Indian public needs some evidence to prove that mobile
banking is safe and secure and the only evidence are the people who
constantly use such a facility.

4. Do you use mobile banking?

 MOBILE BANKING.

 The survey mostly was filled by the younger generation and hence 93% of them use
 mobile baking facilities. And the remaining 7% are aware but are not using this facility.
 The bank should target this crowd and educate them about the facilities.

5. How convenient is mobile banking?

 MOBILE BANKING.

 According to the survey 51% people find mobile banking convenient which a
plus point for the banks is as it creates goodwill in the market.
 Whereas 43% people find it complicated and hence the banks are needed to
take corrective measures.

6. Frequency of usage?

The younger generation from age group 16-30 use m-banking at a higher frequency rate the sums up
To almost 36% of the total crowd that participated in the survey. And hence making m-banking more
efficient and useful.
 MOBILE BANKING.

7. Would you recommend such a facility to others?

This graph represents the amount of customers that would vouch and
recommend the mobile banking facility to others. If a customer, who has
used the mobile banking facility in the past, recommends such a facility to
others it means that it has had a good impact on him, otherwise he would
not be doing so.

Moreover, it works out well for mobile banking because word of mouth
publicity is the best publicity ever.

A point to be noted is that even though the Indian people are not fully
confident about mobile banking, they are willing to experiment with new
ideas and innovations but at a slow and cautious pace, which is a good
turnover for mobile banking.
 MOBILE BANKING.

Conclusion.

With the rapid development of transport and communication,

people and services are coming together as if they were just around the
corner. If this is the case for many services, then why should the banking
industry lag behind?

Internet banking, phone banking, e-banking and now mobile

banking all enable the bank to be better connected with the customer and
vice versa. A customer who is provided with a variety of additional
services feels appreciated and is more likely to be loyal to that bank,
which is always a good sign for a bank.

In the end mobile banking not only helps a bank to reduce costs
but also helps it to retain its valuable customers. And as far as customers
are concerned, this facility enables the customer to bank anywhere, at
anytime and in any condition, definitely a boon if a customer is stuck in
the middle of nowhere and requires banking services as soon as possible.

Thus mobile banking helps both, the customer as well as the bank,
to lighten the burden of today’s world and to save time, money and
energy which is greatly required and appreciated. In a competitive world
where everyone is waiting to outdo the other, a helping hand, in whatever
forms and from whatever source, is definitely god sent and should not go
unrecognized
 MOBILE BANKING.

QUESTIONNAIRE.

1. Awareness about mobile banking? *

 Yes
 No

2. Do you use mobile banking? *

 Yes
 No

3. Which type of bank do you prefer for m-banking services? *

 Public sector
 Private sector
 Foreign banks

4. How frequently do use m-banking *

 5-6 times a week?
 2-3 times a week?
 Once in a week?
 Once in a month
 Occasionally

5. How safe is m-banking?

 Safe
 Very safe
 not at all safe

6. How convenient is m-banking?

 Convenient
 Very convenient
 not convenient

7. Can you rely on m-banking when it comes to transfer high amount of money?
 Yes
 no
8. Would you recommend people to use m-banking?
 Yes
 No
 MOBILE BANKING.

. REFRENCE.

BIBILOGRAPHY

1. MAGZINES.
o Professional banker ( ICFAI UNIVERSITY PRESS RELEASE,JUNE 2019)

2. BOOKS AND REFRENCE.

o Merchant banker by H.R Suneja.

3. OTHER SOURCES.
o Interview with Miss. Shubhangi gaekwad (assistant manager), HDFC BANK.
o Brochures of HDFC BANK.

WEBLIOGRAPHY.
o www.economictimes.com

o www.indiainfoline.com

o www.icicibank.com

o www.surfindia.com

o www.hindustanlinks.com

o www.myiris.com

o www.moneycontrol.com

ST. GONSALO GARCIA COLLEGE OF ARTS AND COMMERCE. 63

 MOBILE BANKING.

o www.bankofindia.com.

o www.hdfc.com

o www.sundaramfinance.com

o www.harmonyindia.org

• SEARCH ENGINES.

www.google.com

o www.yahoo.com

o www.rediff.com

ST. GONSALO GARCIA COLLEGE OF ARTS AND COMMERCE. 64