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

special reference to SBI ”

Project Report Submitted to Kuvempu University in partial fulfillment

of the requirement for the degree of

MASTER OF COMMERCE

Submitted By
Misba Taj
Register Number: PC181213
IV Semester M.Com
PG Department of Commerce
PES Institute of Advanced Management
Studies NH 206, Sagar Road, Shivamogga

Under the Guidance of

Mrs. Ayesha Siddiqua
Assistant Professor
PG Department of Commerce

PES Institute of Advanced Management

Studies NH 206, Sagar Road, Shivamogga

2019 - 2020
 DECLARATION

I Ms. Misba Taj studying in IV Semester M.Com with Register No

PC181213, hereby declare that the Project Report titled “A Study on Customer

Satisfaction towards E- Banking services with special reference to SBI” has

been prepared by me under the supervision and guidance of Mrs.
Ayesha Siddiqua,
Siddiqua Assistant Professor, PG Department of Commerce, PES
Institute of Advanced Management Studies, Shivamogga and now being
submitted to Kuvempu University, Shivamogga in partial fulfillment of the
University regulation for the award of the degree of Master of Commerce.

I further declare that this report is based on the original project study undertaken
by me and has not formed a basis for the award of any other University, in India
or abroad.

Place: Shivamogga

Date: / / 2020 Ms. Misba Taj

 Date: / /2020

Certificate

This is to certify that Ms. Misba Taj,

Taj IV semester student of PG Department
of Commerce bearing Register Number PC181213 has successfully completed

the project work entitled “A Study on Customer Satisfaction towards E-

Banking services with special reference to SBI”. This report has been
prepared by her/him in partial fulfillment of the requirement for the award of
Degree in Master of Commerce under the guidance of Mrs. Ayesha Siddiqua
Assistant Professor, PG Department of Commerce, PES Institute of Advanced
Management Studies, Shivamogga.

Signature of the Guide Signature of the Coordinator Signature of the Principal

( ) ( ) ( )
 Acknowledgement
I, Ms. Misba Taj avail this opportunity to express my deep sense of gratitude to
all the people who have helped me to carry out and complete this project work
in the partial fulfilment of my curriculum. I am extremely great full (Name and
Designation of the authorised person who has given permission to carry out the
project in the company) for giving permission to undertake the study in the
esteemed organization.

I would like to extend my sincere thanks and gratitude to my project guide

Mrs. Ayesha Siddiqua Assistant Professor, PG Department of Commerce,
PESIAMS, Shivamogga who has helped me in this endeavour and has always
been very cooperative and without his help, cooperation, guidance and
encouragement, the project couldn’t have been what is evolved to be

I would like to express my special thanks to Coordinator Dr. S.R Nagaraja

Coordinator, P.G Department of Commerce, PESIAMS, Shivamogga who gave
me the opportunity to do this project and supporting me throughout the project
study.

I extend my heartfelt thanks to Dr. K Sailatha,

Sailatha Principal, PESIAMS-
Shivamogga, for the valuable support and giving me an opportunity to
undertake this project work.

At last but not least, gratitude to all faculty and friends who helped me to
complete this project within a limited time frame.

Ms. Misba Taj

PC181213
 Contents

Chapter Chapter name Page no

1 Introduction 01 - 15

2 State Bank of India Profile 16 - 29

3 Conceptual Frame Work 30 - 48

4 Analysis of Data and Interpretation 49- 73

Findings, Suggestions and

5 74- 79
Conclusion

6 Questionnaire

Bibliography
 List of Tables
Table Page
Particulars
No. No.

4.1 Classification of the Respondents on the basis of Gender factor 50

4.2 Classification of the Respondents on the basis of Marital Status 51

4.3 Classification of the Respondents on the basis of Age Group 52

4.4 Classification of the Respondents on the basis of Qualification 53

4.5 Respondent’s on the basis of Occupation 54

4.6 Respondents Monthly income 55

4.7 Table showing respondents have type of account in bank 56

Table shows respondents Know about e- banking /Internet

4.8 56
Banking Services

4.9 Table showing respondents Know about e- banking 58

4.10 Table shows respondents Use e- banking Services 59

Respondents are aware about E-Banking services While opening the

4.11 60
account

4.12 Respondents opinion about in E- banking services of bank 61

4.13 Respondents are aware of Banking services 62

4.14 . Table showing respondents have using the E-Banking service 63

4.15 Table showing respondents use mode of internet baking 64

4.16 Respondents are performed the following through on-line 65

4.17 Table showing respondents frequently ATM machine per Month 66

4.18 Respondents Visit the bank for the main reason 67

4.19 : Respondents are Purchased product through Online Sites 68

Table showing respondents products through internet in the last 12

4.20 69
months

Table showing respondents factors influence you the most to use

4.21 70
Internet Banking services

4.22 Respondents opinioned about benefits in E-banking services of bank 71

Respondents are extent are satisfied with Banks’ Internet

4.23 72
Banking services

4.24 Respondents Expect from the Bank 73

 List of Graphs
Graph Page
Particulars
No. No.

4.1 Classification of the Respondents on the basis of Gender factor 50

4.2 Classification of the Respondents on the basis of Marital Status 51

4.3 Classification of the Respondents on the basis of Age Group 52

4.4 Classification of the Respondents on the basis of Qualification 53

4.5 Respondent’s on the basis of Occupation 54

4.6 Respondents Monthly income 55

4.7 Graph showing respondents have type of account in bank 56

Graph shows respondents Know about e- banking /Internet

4.8 56
Banking Services

4.9 Graph showing respondents Know about e- banking 58

4.10 Graph shows respondents Use e- banking Services 59

Respondents are aware about E-Banking services While opening the

4.11 60
account

4.12 Respondents opinion about in E- banking services of bank 61

4.13 Respondents are aware of Banking services 62

4.14 . Graph showing respondents have using the E-Banking service 63

4.15 Graph showing respondents use mode of internet baking 64

4.16 Respondents are performed the following through on-line 65

4.17 Graph showing respondents frequently ATM machine per Month 66

4.18 Respondents Visit the bank for the main reason 67

4.19 Respondents are Purchased product through Online Sites 68

Graph showing respondents products through internet in the last

4.20 69
12 months

Graph showing respondents factors influence you the most to use

4.21 70
Internet Banking services

4.22 Respondents opinioned about benefits in E-banking services of bank 71

Respondents are extent are satisfied with Banks’ Internet Banking

4.23 72
services

4.24 Respondents Expect from the Bank 73

 A study on Customer Satisfaction towards E-Banking Services with special
reference to SBI

Chapter - 1
Introduction
1.1 Introduction
1.2 Review of Literature
1.3 Statement of the problem
1.4 Objectives of the study
1.5 Scope of the study
1.6 Significance of the study
1.7 Research Methodology
1.8 Sampling Method
1.9 Analytical Tools and Techniques
1.10 Limitations of the Study
Introduction
1.1 Introduction
Banking Sector is the backbone of the country’s Economy. They are the elements of
social and economic development of the nation. They are pillars of support to the
growth and development of the country. Internet has touched almost all aspects of our
lives. The emergence of e-commerce has revolutionized the way we live, shop,
entertain and interact.
Therefore, it should not come as a surprise if it tries to influence the way we save and
the way we invest.
The term “Banking Technology” refers to the use of sophisticated information and
communication technologies together with a secure, reliable, affordable manner and
PESIAMS, Shivamogga Page 1
 A study on Customer Satisfaction towards E-Banking Services with special
reference to SBI
sustain competitive advantage over other banks. In the competitive financial market,
the banks with the latest technology and techniques are more successful in the modern
civilization. Through this banking, business can generate more and more profitability
thus retaining Customers. Now- a -days banks are not following the traditional or
conventional banking with manual operations. Banks have moved from disbursed to a
centralized environment, which shows the impact of technology on banks. Banks are
using new tools and techniques to find out their customer’s needs and satisfaction and
offer them tailor made products and services to make it convenient.
The perception of the Customers towards the performance of the Financial Service
Provider, based on the expectation and the perception gap the Service Provider can
analyze the degree of variation required to satisfy the Customers in terms of the
services. Hence it can be accepted as a parameter for improving the performance of
the branch. The customer is king and the service providers are rushing to pay
observance to the king, the financial service providers are trying to provide their
services to the Customers in the comfort of their homes. The E-banking has emerged
as a convenient channel for these service providers.

PESIAMS, Shivamogga Page 2

Electronic banking (E-Banking)
Electronic banking also known as E-banking, is a service that allows Customers to
access their bank information, conduct financial transactions, make deposits,
withdrawals and pay bills through the internet without having to physically visit their
bank. It provides the convenience of accessing banking facilities from the comfort of
their home or office.
The E-banking is leading to a paradigm shift in marketing practices resulting in high
performance in the banking industry. Delivery of service in banking can be provided
efficiently only when the back ground operations are efficient. An efficient back
ground operation can be conducted only when it is integrated by an electronic system.
Customers get satisfied with the banking system when it provides them maximum
convenience and comfort while transacting with the internet enabled electronic system
facilitate the operation to fetch these result.
E-banking is a highly profitable channel for financial institutions. It provides farmers
convenience and flexibility and can be provided at a lower cost than traditional branch
banking. It denotes the provision of banking and related services through extensive
use of information technology without direct recourse to the bank by the customer.
E-banking is one of the most recent technological innovations, which is becoming a
need for every common man so it is becoming “Need to Have” service. It makes the
regular transactions for a customer speedy and time efficient with little or no paper
work involved. There is no need for standing in long queues any more for making a
deposit or getting a withdrawal. Banking has turned into a 24/7 service with the bank
always available to their Customers. Electronic banking also makes it easier for
Customers to compare banks services and products, can increase competition among
banks and allows banks to penetrate new markets and thus expand their geographical
reach.
1.2 Review of Literature
Shilpan Vyas (2012) in their article " Impact of E-Banking on Traditional Banking
Services " stated that Internet banking, any inquiry or transaction is processed online
without any reference to the branch (anywhere banking) at any time. Providing
Internet banking is increasingly becoming a "need to have" than a "nice to have"
service. The net banking, thus, now is more of a norm rather than an exception in
many developed countries due to the fact that it is the cheapest way of providing
banking services. E-banking provides enormous benefits to consumers in terms of
ease and cost of transactions, either through Internet, telephone or other electronic
delivery. Electronic finance (E-finance) has become one of the most essential
technological changes in the financial industry. E-finance as the provision of financial
services and markets using real-time transfer and get the feedback information about
payment from our bank when the client does shopping in the appointed web-site. E-
banks are easy to set up, so lots of new entrants will arrive. „Old-world‟ systems,
cultures and structures will not encumber these new entrants. Instead, they will be
adaptable and responsive. E-banking gives consumers much more choice. Consumers
will be less inclined to remain loyal. The electronic devices which perform interact
with customers and communicate with other banking system is called electronic
banking delivery channels.

Mr. Lakshmi Narayana.KMr,. Sri Hari.V, Dr.P. Paramashivaiah (2013) in their

article " A Study on Customer Satisfaction towards Online Banking services with
reference to Bangalore city. " stated that customers expect highest quality services
from banks which, if fulfilled, could result in significantly improved customer
satisfaction levels. Focuses on investigating the major factors that influence online
customers’ satisfaction with the overall service quality of their banks. Assessing the
power of these factors in the context of Online (Internet) banking and would,
therefore, help the bank management not only in improving the level of satisfaction
but also strengthening the bond between the banks and their customers, thereby
helping them to retain and/or expand their overall customer base. Banks and financial
corporations have been at the forefront of this Internet and technology adoption
process. Online banking refers to the automated delivery of banking products and
services directly to customers through electronic communication channels, most
notably the Internet. Online banking is also called E-banking or PC banking. Align
their offerings to the constantly evolving customer needs and developments in
technology, it also serves to replace some of traditional bank functions, thereby
reducing significant overheads associated with bank branches. Online banking, to
make a customer's banking experience more convenient, efficient, and effective, it
becomes even more important to ascertain the customers’ perception of the overall
service quality and their satisfaction with the current online banking services.

D.N.V.Krishna Reddy, Dr.M.Sudhir Reddy (2015 )in their article " A Study On
Customer’s Perception And Satisfaction Towards Electronic Banking In Khammam
District " stated that Information and Communication Technology (ICT) have
brought about a lot of changes in almost all aspects of life. In the Banking Industry, it
has been in the form of E-Banking or Online Banking or Internet Banking, which is
now replacing the traditional banking mechanism. E-Banking has a lot of benefits
which add value to enhance customers’ satisfaction in terms of better quality of
service offerings and simultaneously enable the banks gain more competitive
advantage over other competitors. E-Banking is a combination of two, Electronic
technology and Banking.” “Electronic Banking is a process by which a customer
performs banking Transactions electronically without visiting a brick-and-mortar
institutions.” “E-Banking denotes the provision of banking and related service
through Extensive use of information technology without direct recourse to the bank
by the customer.” the satisfaction of the customer majorly influenced the convenience,
awareness, and responsiveness. In the present technology society, most of the banking
customer prefer and switch to e-banking facilities. So the banker may improve their
services, loyalty to customers and their retention by increasing awareness of other age
groups and concentrating on the factors contributing customer satisfaction. customer
is different so bank should concentrate on all the age group of customers for
betterment of e- banking banks.

V Vimala (2015 ) in his article "An Evaluative Study on Internet Banking Security
among Selected Indian Bank Customers " stated that Internet banking is very
convenient and fast, it is mired with several security issues. Banking institutions have
taken several measures to ensure safety measures for their customers while
performing various transactions online banking sector is one of the major
beneficiaries of the Internet revolution and the growth of banking technology products
have been remarkably increasing. The prevalent gain of Internet banking is that
people can pay out the services sitting at home, without visiting the branch. This helps
customers to complete their transactions in the fraction of time, thus saving both time
and effort. Internet banking system proves to be very versatile in completing
transactions like balance inquiry, withdrawal, deposits, viewing the bank statement,
and record of recent transaction. Considering all the advantages, security of the
financial information of customers is a very major concern of all banks. Banking
industry is one of the businesses that have used the full potential of IT to help with
banking transactions and increase banking services and opportunities to its customers.
These facilities helped millions of customers to perform their transaction anytime
anywhere easily, quickly and smoothly with perfections. Indian level and international
level but, very few works have focused on the Internet banking, its usage, safety
measures and its perceptions, attentiveness level, satisfaction levels, attitudes and
behavior of the internet banking, security issues, and financial frauds

Sowmya K, Dr Yathish Kumar(2015 ) in their article "Customer Satisfaction

Factors towards E-Banking Services: Study with reference to Axis Bank of Mangalore
City " stated that E-Banking concept is a gift to the banking field. was very successful
in the banking era. Customers prefer e-banking due to the factor of convenience,
accuracy, tangibility, reliability, customer loyalty and availability. This study was
undertaken in Mangalore area E-Banking offers lot of benefits to the customers, as it
is a miracle to them, that they can do their banking transactions by their own. With the
help of E-Banking services banking transactions can be carried out anytime,
anywhere. But it is no longer free from demerits; nevertheless there are some loop
holes such as connectivity issues, leakage of data, hidden charges, server problems
and enlarged frauds. Customers are the main source of any business, so customer
satisfaction plays a major role in all the organizations. Focuses on the factors which
affect the customer satisfaction towards e-banking services. Satisfaction of the
customers is the prime consideration for any business. The different factors
influencing satisfaction of the customers towards E-Banking services are easy and
convenient banking, efficiency, assurance, accuracy, reliability, customer services,
responsiveness, security and tangibility.

Ms. M.Esther Krupa. (2016 ) in their article "A Study on Customer Satisfaction
Towards E-Banking Services in Coimbatore City "banking is one of the emerging
trends in the Indian banking and is playing a unique role in strengthening the banking
sector and improving service quality. It has enabled the banks to handle the payments
electronically faster and in large volumes. Several initiatives have been taken by the
Government of India as well as the Reserve bank to facilitate the development of e-
banking in India. The Reserve bank is monitoring and receiving the legal and other
requirements of e-banking on a continuous basis to ensure that e-banking would
develop on sound lines and e-banking related challenges would not pose a threat to
financial stability. E-banking reaps benefits for both banks and its customers. From
the banks’ perspective, e-banking has enabled banks to lower operational costs
through the reduction of physical facilities and reduced waiting time in branches
resulting in potential increase in sales performance and a larger global reach. From the
customer’s perspective, e-banking allows customers to perform a wide range of
banking transactions electronically via the bank’s website anytime and anywhere. The
customers expect many services with the various delivery modes which is speed and
secure. The banking industry has been considerably influenced by the expansion of
technology which has given way to the modern banking system to take over the
traditional banking system.

Reeta Clonia. (2016 ) in his article "E-banking in India: Current and future
prospects "it is compulsory for the banking sector additionally that in lieu of the
traditional banking it should adopt electronic banking and some incipient strategies in
order to magnetize and retain subsisting as well incipient customers. E-banking is the
most pioneering trend among the customers in the present era of thrust for more
expeditious and secured financial services. The transfer from the traditional banking
to e-banking has been an elevating amendment in banking dealings. Enlarged
competition, the advancement of information & communication technology, and
transmuting business environment etc. are the consequential concerns that have
coerced banking services to transmute. banking industry in India and additionally
discussed the magnification rate and future prospects of the e-banking services
provided by the Indian banks in this regard. Economic growth & development of any
country is mainly influenced by the advancement of the banking sector in that
particular nation. In the present era of technology demand of financial services is
transmuting at a very expeditious haste. To meet these ordinate dictations adoption of
incipient advanced technology in banking sector is obligatory to accommodate
subsisting customer and to magnetize more customers with a The banking sector is
increasingly growing which facilitate the opportune utilization of financial resources,
immensely colossal flow of investment ,intermediation activities as well as operating
in a rapidly innovating industry to facilitate its customers

Amutha D (2016), in her article about “A Study of Consumer Awareness towards e-

Banking” The paper deals the consumers perception towards e-banking system related
to consumer awareness towards e-banking system with special reference to Tuticorin
District of Tamilnadu. Data for this investigation were collected from primary as well
as secondary sources. The sampling is random. According to the study, the researcher
concludes that the most of the bank Customers are aware about all the banking
services in Tuticorin District of Tamilnadu. The banks further have to take necessary
steps to educate the Farmers regarding the new technology and other services offered
by the banks.
John Ditto A. (2017) in his study about “A Study on Customer Perception and
Satisfaction towards Net Banking” stated that E-banking is one of the emerging trends
in the Indian banking. The development progress in the Information and
Communication Technology (ICT) have brought about a lot of changes in Banking
Industry, it has been in the form of E-Banking or Net banking or Online Banking or
Internet Banking, which is now replacing the traditional banking mechanism. The
main objective of the study is to find out the customer perception and satisfaction
towards net banking. The study was done based on interview schedule with a sample
of 100 respondents. The data were analyzed using simple percentage analysis and chi-
square test to find customer perception and satisfaction towards net banking.
Renuka R. & Dr. V. Karthik (2017) in their research paper about “E-Banking
services to Rural Customers – A Study with special reference to Thirupur District”
stated that Banks act as the backbone of economic development. They inculcate the
habit of saving. The share of banking and insurance within the service industry is very
significant. The latest development in information and communication technology,
internet has become indispensable tool for today business. Every business
organization sings it in some way or another these days. It has emerged as the leading
medium, and innovative distribution channel for businesses. In India, there are 6,
40,867 villages and about 83.3 crores of Indian population lives in these villages. For
economic development Indian Government and RBI realized that rural development is
the key for country‟s development. Therefore this study aims to analyse the banking
opportunities to rural Farmers

Md. Khaled Bin Amir, Dr. Hasina Sheykh (2017) in their article "Analysis of
Customer Satisfaction on Online Banking: A Case Study on “One Bank Limited”
stated that customers are asked about their satisfaction level on online banking. After
conducting a thorough research, online banking services of One Bank Limited, is
quite good and satisfactory but customers were not aware and willing to take this
services. But level of satisfaction are greater for some parameters and less for some
parameters. Likewise, customers are satisfied with security and user friendliness of
the website of the banks, and somewhat neutral in perception with update frequency.
It is obvious from the evidence that almost all the respondents were educated, but
many of them provided “neutral” feedback as they do not use online banking services
or are indifferent to this services. Information technology has been used extensively in
this regard to maintain pace in this transformation. The concept of physical banking
gradually is going to be obsolete now. Physical banking is going to be replaced by
internet banking very soon. This trend of transformation also touched Bangladesh like
any other developing countries.. Besides internet banking is more convenient than
physical banking because internet banking never closes, anyone can enjoy banking
services anytime from anywhere. For this reason internet banking has become an
important measurement tools to attract larger customer base. Consequently it is now
considered as a tool to measure customer satisfaction.

Dr.T.Santhiya Ran, A.Saravanan(2018) in their article " A Study On Customer

Satisfaction Towards Net Banking With Special Reference To General Banking
Customer In Coimbatore City" stated that customers satisfaction towards internet
banking of all Banks has been elicited and analyzed. Furthermore, this part consists
of demographic profile of customers and bank transaction details and reasons for
using internet banking has been taken into consideration. As India taking giants leaps
towards globalization in internet banking India all the banking sector to be studied
with great India how attitude towards element of existing banking service might
influence to customer decision to used internet banking has not been investigated. As
customer get more and educated, getting insight about modern banking, via internet
banking has enrolled as primary data concern for all leading and upcoming banks in
India. There is a clear need to develop a better understanding of how customers
evaluate these services and boost up satisfaction. Customer satisfaction is one of the
main aspects determining the success or failure of any electronic banking services in
India. A online banking also known as electronic payment that enables customer of a
banks conduct range of financial transaction through the financial institution websites.
customer satisfaction helps to know that who is consumer where, what they want how
they are reached to internet banking system. The consumer where carefully study by
concluding survey on the customer satisfaction.

S.Vigneshwari, S.Rajagopalan (2018) in their article "Customer Satisfaction

Towards Online Banking Services " stated that The technological innovation and
rapid growth in information technology result in simplified financial transactions over
the Internet Traditional bank offering Online Banking services to their customer to
deliver banking products and service to customers directly through electronic
communication channels. Online Banking includes the systems that enable financial
institution customers, individuals or corporate to access accounts, transact business,
or
obtain information on financial products and services through a public or private
network, like internet or mobile phone. When a customer opens an account with a
bank, he/she receives a welcome kit from the bank. This kit contains all the important
documents including confidential information required by the customer including
document with account number, Debit cum ATM card, ATM PIN, customer’s user
ID, online banking password, phone banking password, checkbook, etc. Customer
should ensure that all the passwords or PIN should be received in a closed envelope
failing which he/she should report to the bank immediately. customer can login to the
website and enter user ID and password to access his account details and conduct
financial transactions. Banks maintain high security regarding the password
authentication and encryption. Moreover, banks suggest customers to keep their
password secret and change it periodically.

Dr. Pratima Merugu (2018) in his article "Customer Satisfaction towards Online
Banking With Reference To Greater Visakhapatnam City" stated that customers and
deliver customer satisfaction. A fundamental understanding of factors causing
customer satisfaction in online banking has attained greater prominence as more and
more banks compete to offer superior services to their clients making it imperative for
banks to align their strategies in response to changing customer’s needs and
technology. apply the modified SERVQUAL model in the context of Internet banking
to describe how customers perceive online service quality' The Internet has emerged
as a major force in the financial service sector. The corollary of this phenomenon has
been the appearance of fierce competition among banks providing online services to
their customer/clients. Online/Internet banking is an electronic payment system that
enables customers of a financial institution to conduct financial transactions on a
website operated by the institution, such as a retail bank, virtual bank, credit union or
building society. Online banking is also referred as Internet banking, e-banking,
virtual banking and by some other terms. Online banking is becoming a popular tool
to attract customers and deliver customer value and satisfaction. customer satisfaction
is a critical factor for online banking service providers to maintain and improve their
profitability. Online banking has gained popularity for a number of reasons, including
convenience, cheaper ,multifunctional services, trendy and hassle free. Online
banking services have emerged as a decisive factor for customers when choosing a
bank. Banks offer several online products and service to their customers, Customer
satisfaction is increasingly recognized as a main pillar for success in the business
environment and also a key factor for the survival and growth of the banking sector.
Providing superior service quality enhances customer satisfaction and encourages
more participation among customers. High Service quality deliverance leads to
overall customer satisfaction.

C K Sunith (2019) in his article "Customer Satisfaction in E-Banking Services"

stated that Electronic banking incorporates systems that enable individual customers
to access their accounts, transact with speed and obtain current and updated
information on latest financial products and services through public or private
networks. It accommodates a variety of platforms such as internet banking, telephonic
and television based banking, automated teller services, mobile phone banking as well
as personal computer based and offline banking services. Since most of these
technology services have become popular in our country, customers now have every
opportunity to willfully choose and exploit the features provided by advanced
electronics and information technologies such as automatic teller machines, internet,
mobile phones, personal digital assistants and personal computers and experience
electronic banking services through privileges and facilities delivered with assistance
from modern technologies. Banks will have to incur capital costs and incorporate
advanced technologies to save on operating costs and to earn customer goodwill, but
must extract maximum returns from such assets while cutting down operating
expenses at the same time. conceptual model that competency and efficiency of
banking services, accurate and timely information, efficient web portal management
as well as customer relationship management, demonstration and training of
customers and economy of services determine the extent of satisfaction of E Banking
customers. customer is distinguished from a consumer in the sense that a customer
pays for a product or service while a consumer is the end user who experiences a
product or service.
1.3 Statement of the problem
Though the facility of E-banking is getting popular and spreading very fast, but most
of the respondents do not know about the services because farmers are technically
illiterate and unable to use this service. This research is an effort to investigate the
level of awareness and perception among the Customers using e-banking service in
Shivamogga in particularly with SBI and also the factors which influence the usage
of E-banking services. This research is an effort to study the technological
developments through E-banking services and also tries to find out the technical,
administrative and procedural problems faced by the Customers while using E-
banking facility. This research tries to find that, it is the technology that has really
helped to Customers by providing quality service in less time.
1.4 Objectives of the study
 To study the awareness among Customers about E-Banking Services
 To identify the reasons for Customers preferring E-Banking Services
 To Find out the advantages of E-Banking Services
 To give valuable suggestions to improve the quality of service of E- banking
services
1.5 Scope of the study
The present study is undertaken in Shivamogga city. The study provides information
about customer perception towards E-banking services provided by SBI bank. This
study is to judge the level of satisfaction of Customers with respect to E-banking
service.
1.6 Significance of the study
This study is needed to find out the E-banking services of SBI and its importance to
customer as well as to bank.
In recent days, people are depending more on technology, because of advanced
technological up-gradation. Through internet banking, any inquiry or transaction is
processed without any reference to the branch at any time. providing internet banking
is increasingly becoming a “need to have” than a “nice to have” service. The net
banking increases the speed of response to customer requirements it will lead to
greater customer satisfaction in handling a larger number of transactions.
1.7 Research Methodology
The research design is the conceptual structure within which research is conducted, it
constitutes the blue print for the collection, measurement and analysis of data. It is a
map developed to guide the research. It specifies the methods and procedures for
collecting and analyzing the needed information.
Natures and sources of Data
Data are facts, figures and other relevant materials, past and present, serving as basic
study and analysis.
The data serves as the bases for analysis. Without an analysis of actual data on
specific inferences can be drawn on the question under study. Inferences based on
imagination or guess work cannot provide correct answers to research questions. The
relevance, adequacy and reliability of data determine of quality of findings of a study.
For the purpose of present study data from two sources information have been
gathered namely primary and secondary data.
Primary data
Primary data are original data collected for the purpose of a particular study. The
research is conducted with the help of questionnaire for measuring the perceptions
and acceptability of E- Banking by the customer of SBI. Primary data has been
collected by preparing structured questionnaire Interview method has been followed
to ascertain the information from the Customers who are availing of the E- Banking
Facilities.
2 Secondary data
Secondary data is a information that has been gathered not for the immediate studies
but for some other purpose. It is collected by people or agencies in response to some
other problem. In the present study the secondary data has been collected from
different sources of literature like Magazines, Newspapers, Text books, journals and
internet and information from the banking staffs
1.8 Sampling Method
Sampling design
Research is designed for two sampling plans. It consists of three divisions .i.e.,
sampling unit, sampling size and sampling procedure.
1 Sampling procedure
Empirical field studies required collection of first hand information of data pertaining
to the study from the field. For the present study purpose, simple convenient random
sampling has been selected. Simple random sample is used because every elementary
unit has got equal chance to be included in the sample.
2 Sample units
This particular survey was directed at only in Shivamogga City and farmers using E-
banking service in SBI.
3 Sample size
The sample size is of 50 respondents consisting of Customers who are availing of E-
Banking services in SBI
1.9 Analytical Tools and Techniques
The simple average method and percentage method has been used to analyze the data.
The data has been analyzed with the help of Tabular method and graphical
representation.
1.10 Limitations of the Study
Every research is conducted under some constraints and this research is not an
exception. Limitations of this study are as follows:-
1. The study is limited to Customers who are availing of E-Banking services in
SBI
2. The sample size of 52 was taken from the population for the purpose of study,
so there can be difference between results of sample from total population.
 Chapter - 2
State Bank of India – Profile
2.1 Introduction
2.2 Origin and growth of state bank of India
2.3 Evolution Of SBI
2.4 History
2.5 Operations
2.6 Milestones
2.7 Subsidiaries:
2.8 Recent awards and recognition
2.9 Board of Directors
2.10 Listings and shareholding
2.11 Services offered by the company:
2.12 SWOT Analysis
State Bank of India - Profile
2.1 Introduction
State Bank of India is an Indian multinational, Public Sector banking and financial
services company. It is a government-owned corporation with its headquarters in
Mumbai, Maharashtra. As of December 2013, it had assets of US$388 billion and
17,000 branches, including 190 foreign offices, making it the largest banking and
financial services company in India by assets.

State Bank of India is one of the Big Four banks of India, along with Bank of Baroda,
Punjab National Bank and Bank of India.

The bank traces its ancestry to British India, through the Imperial Bank of India, to
the founding, in 1806, of the Bank of Calcutta, making it the oldest commercial bank
in the Indian Subcontinent. Bank of Madras merged into the other two "presidency
banks" in British India, Bank of Calcutta and Bank of Bombay, to form the Imperial
Bank of India, which in turn became the State Bank of India. Government of India
owned the Imperial Bank of India in 1955, with Reserve Bank of India (India's
Central Bank) taking a 60% stake, and renamed it the State Bank of India. In 2008,
the government took over the stake held by the Reserve Bank of India.

State Bank of India is a regional banking behemoth and has 20% market share in
deposits and loans among Indian commercial banks.

2.2 Origin and growth of state bank of India

The origin of the State Bank of India goes back to the first decade of the nineteenth
century with the establishment of the Bank of Calcutta in Calcutta on 2 June 1806.20
Three years later the bank established its charter and was re-designed as the Bank of
Bengal (2 January 1809). The Bank of Bombay (15 April 1840) and the Bank of
Madras (1 July 1843) followed the Bank of Bengal. The three banks were governed
by Royal Charter, which were revised from time to time.
The profession of the banks was originally restrained to the disregarding of bills,
keeping cash accounts, receiving deposits and issuing circulating cash notes. Loans
were restricted to Rs. One lakh and the period of accommodation confined for three
months only. With the passing of the Paper Currency Act of 1861, the right of non
issue of the presidency banks was abolished and the Government of India assumed the
sole power of issuing paper currency from 1 March 1862. None of the three banks had
till then any branches, although the charters had given them such authority. By 1976,
the Bank of Bengal had eighteen branches, including its head office; sub agencies, the
Banks of Bombay and Madras had fifteen each.

The presidency Banks Act, which came into operation on 1 May 1876, brought the
three presidency banks under a common statute and the banks involved themselves in
financing of practically every trading, manufacturing and mining activity in the sub-
continent. But the three banks were rigorously excluded from any business involving
foreign exchange, as it was feared that these banks enjoying government patronage
would offer unfair competition to the exchange banks, which had by then arrived in
India. This exclusion continued till the creation of the Reserve Bank of India in 1935.

The Presidency Banks of Bengal, Bombay and Madras with their 70 branches were
merged in 1921 to form the Imperial Bank of India. The ‘triad’ had been transformed
into a ‘monolith’ and took on the triple role of a commercial bank, a banker’s bank
and a banker to the government. The establishment of the Reserve Bank of India as
the central bank of the country in 1935 ended the quasi-central banking role of the
Imperial Bank. The previous limitations on its business were removed and the bank
was permitted to commence foreign exchange business and executor and trustee
business for the first time. The Imperial Bank during the three and a half decades of
its presence verified an inspiring growth in terms of offices, reserves, deposits,
investments and advances, the increase in some cases amounting more than sixfold.
The supercilious societies of banking which the Imperial Bank steadily maintained
and the highest standard of truthfulness it observed in its actions inspired assurance in
its depositors that no other bank in India could perhaps then equal. When India
attained freedom, the Imperial Bank had a capital base (including reserves) of
Rs.11.85 crores, deposits and advances of Rs.275.14crores and Rs.72.94 crores
respectively, and a network of 172 branches and more than 200 sub offices extending
all over the country.

2.3 Evolution Of SBI

The origin of the State Bank of India goes back to the first decade of the nineteenth
century with the establishment of the Bank of Calcutta in Calcutta on 2 June 1806.
Three years later the bank received its charter and was re-designed as the Bank of
Bengal (2 January 1809). A unique institution, it was the first joint-stock bank of
British India sponsored by the Government of Bengal. The Bank of Bombay (15 April
1840) and the Bank of Madras (1 July 1843) followed the Bank of Bengal. These
three banks remained at the apex of modern banking in India till their amalgamation
as the Imperial Bank of India on 27 January 1921.

Primarily Anglo-Indian creations, the three presidency banks came into existence
either as a result of the compulsions of imperial finance or by the felt needs of local
European commerce and were not imposed from outside in an arbitrary manner to
modernise India's economy. Their evolution was, however, shaped by ideas culled
from similar developments in Europe and England, and was influenced by changes
occurring in the structure of both the local trading environment and those in the
relations of the Indian economy to the economy of Europe and the global economic
framework.

Establishment

The establishment of the Bank of Bengal marked the advent of limited liability, joint-
stock banking in India. So was the associated innovation in banking, viz. the decision
to allow the Bank of Bengal to issue notes, which would be accepted for payment of
public revenues within a restricted geographical area. This right of note issue was
very valuable not only for the Bank of Bengal but also its two siblings, the Banks of
Bombay and Madras. It meant an accretion to the capital of the banks, a capital on
which the proprietors did not have to pay any interest. The concept of deposit banking
was also an innovation because the practice of accepting money for safekeeping (and
in some cases, even investment on behalf of the clients) by the indigenous bankers
had not spread as a general habit in most parts of India. But, for a long time, and
especially upto the time that the three presidency banks had a right of note issue, bank
notes and government balances made up the bulk of the investible resources of the
banks.

The three banks were governed by royal charters, which were revised from time to
time. Each charter provided for a share capital, four-fifth of which were privately
subscribed and the rest owned by the provincial government. The members of the
board of directors, which managed the affairs of each bank, were mostly proprietary
directors representing the large European managing agency houses in India. The rest
were government nominees, invariably civil servants, one of whom was elected as the
president of the board.

2.4 History
The roots of the State Bank of India lie in the first decade of the 19th century, when
the Bank of Calcutta, later renamed the Bank of Bengal, was established on 2 June
1806. The Bank of Bengal was one of three Presidency banks, the other two being the
Bank of Bombay (incorporated on 15 April 1840) and the Bank of Madras
(incorporated on 1 July 1843). All three Presidency banks were incorporated as joint
stock companies and were the result of royal charters. These three banks received the
exclusive right to issue paper currency till 1861 when, with the Paper Currency Act,
the right was taken over by the Government of India. The Presidency banks
amalgamated on 27 January 1921, and the re-organised banking entity took as its
name Imperial Bank of India. The Imperial Bank of India remained a joint stock
company but without Government participation.

Pursuant to the provisions of the State Bank of India Act of 1955, the Reserve Bank
of India, which is India's central bank, acquired a controlling interest in the Imperial
Bank of India. On 1 July 1955, the Imperial Bank of India became the State Bank of
India. In 2008, the government of India acquired the Reserve Bank of India's stake in
SBI so as to remove any conflict of interest because the RBI is the country's banking
regulatory authority.

In 1959, the government passed the State Bank of India (Subsidiary Banks) Act. This
made SBI subsidiaries of eight that had belonged to princely states prior to their
nationalization and operatonal take-over between September 1959 and October 1960,
which made eight state banks associates of SBI. This acquisition was in tune with the
first Five Year Plan, which prioritised the development of rural India. The
government integrated these banks into the State Bank of India system to expand its
rural outreach. In 1963 SBI merged State Bank of Jaipur (est. 1943) and State Bank of
Bikaner (est.1944).

SBI has acquired local banks in rescues. The first was the Bank of Bihar (est. 1911),
which SBI acquired in 1969, together with its 28 branches. The next year SBI
acquired National Bank of Lahore (est. 1942), which had 24 branches. Five years
later, in 1975, SBI acquired Krishnaram Baldeo Bank, which had been established in
1916 in Gwalior State, under the patronage of Maharaja Madho Rao Scindia. The
bank had been the Dukan Pichadi, a small moneylender, owned by the Maharaja. The
new bank's first manager was Jall N. Broacha, a Parsi. In 1985, SBI acquired the Bank
of Cochin in Kerala, which had 120 branches. SBI was the acquirer as its affiliate, the
State Bank of Travancore, already had an extensive network in Kerala.

There has been a proposal to merge all the associate banks into SBI to create a "mega
bank" and streamline the group's operations.

The first step towards unification occurred on 13 August 2008 when State Bank of
Saurashtra merged with SBI, reducing the number of associate state banks from seven
to six. Then on 19 June 2009 the SBI board approved the absorption of State Bank of
Indore. SBI holds 98.3% in State Bank of Indore. (Individuals who held the shares
prior to its takeover by the government hold the balance of 1.7%.)

The acquisition of State Bank of Indore added 470 branches to SBI's existing network
of branches. Also, following the acquisition, SBI's total assets will inch very close to
the 10 trillion mark (10 billion long scale). The total assets of SBI and the State
Bank of Indore stood at 9,981,190 million as of March 2009. The process of
merging of State Bank of Indore was completed by April 2010, and the SBI Indore
branches started functioning as SBI branches on 26 August 2010.

On October 7, 2013, Arundhati Bhattacharya became the first woman to be appointed

Chairperson of the bank.

Logo and slogan

The logo of the State Bank of India is a blue circle with a small cut in the bottom that
depicts perfection and the small man the common man - being the center of the bank's
business. The logo came from National Institute of Design(NID), Ahmedabad and it
was inspired by Kankaria Lake, Ahmedabad.

Slogans: "PURE BANKING, NOTHING ELSE", "WITH YOU - ALL THE WAY",
"A BANK OF THE COMMON MAN", "THE BANKER TO EVERY INDIAN",
"THE NATION BANKS ON US"

2.5 Operations

Operations

SBI provides a range of banking products through its network of branches in India
and overseas, including products aimed at non-resident Indians (NRIs). SBI has 16
regional hubs and 57 zonal offices that are located at important cities throughout
India.

Domestic presence

SBI has 18,354 branches in India. In the financial year 2012–13, its revenue
was ₹2.005 trillion (US$28 billion), out of which domestic operations contributed to
95.35% of revenue. Similarly, domestic operations contributed to 88.37% of total
profits for the same financial year

Under the Pradhan Mantri Jan Dhan Yojana of financial inclusion launched by
Government in August 2014, SBI held 11,300 camps and opened over 3 million
accounts by September, which included 2.1 million accounts in rural areas and 1.57
million accounts in urban areas

International presence

The State Bank of India branch located in Ramat Gan, Israel

As of 2014–15, the bank had 191 overseas offices spread over 36 countries having the
largest presence in foreign markets among Indian banks.

SBI operates several foreign subsidiaries or affiliates.

In 1989, SBI established an offshore bank, State Bank of India International

(Mauritius) Ltd. This then amalgamated with The Indian Ocean International Bank
(which had been doing retail banking in Mauritius since 1979) to form SBI
(Mauritius) Ltd. Today, SBI (Mauritius) Ltd has 14 branches – 13 retail branches and
1 global business branch at Ebene in Mauritius. SBI Sri Lanka now has three branches
located in Colombo, Kandy and Jaffna. The Jaffna branch was opened on 9
September 2013. SBI Sri Lanka is the oldest bank in Sri Lanka; it was founded in
1864.

State Bank of India branch at Southall, United Kingdom

In 1982, the bank established a subsidiary, State Bank of India, which now has ten
branches—nine branches in the state of California and one in Washington, D.C. The
10th branch was opened in Fremont, California on 28 March 2011. The other eight
branches in California are located in Los Angeles, Artesia, San Jose, Canoga Park,
Fresno, San Diego, Tustin and Bakersfield.

In Nigeria, SBI operates as INMB Bank. This bank began in 1981 as the Indo–
Nigerian Merchant Bank and received permission in 2002 to commence retail
banking. It now has five branches in Nigeria.

In Nepal, SBI owns 55% of "SBI Nepal". (The state-owned Employees Provident
Fund of Nepal owns 15% and the general public owns the remaining 30%.) SBI Nepal
has branches throughout the country.
In Moscow, SBI owns 60% of Commercial Bank of India, with Canara Bank owning
the rest.

In Indonesia, it owns 76% of PT Bank Indo Monex.

The State Bank of India already has a branch in Shanghai and plans to open one
in Tianjin

In Kenya, State Bank of India owns 76% of Giro Commercial Bank, which it acquired
for US$8 million in October 2005.

In January 2016, SBI opened its first branch in Seoul, South Korea following the
continuous and significant increase in trade due to the Comprehensive Economic
Partnership Agreement signed between New Delhi and Seoul in 2009

2.6 Milestones
1806: The Bank of Calcutta is established as the first Western-type bank.

1809: The bank receives a charter from the imperial government and changes its
name to Bank of Bengal.

1840: A sister bank, Bank of Bombay, is formed.

1843: Another sister bank is formed: Bank of Madras, which, together with Bank of
Bengal and Bank of Bombay become known as the presidency banks, which had the
right to issue currency in their regions.

1861: The Presidency Banks Act takes away currency issuing privileges but offers
incentives to begin rapid expansion, and the three banks open nearly 50 branches
among them by the mid-1870s.

1876: The creation of Central Treasuries ends the expansion phase of the presidency
banks.

1921: The presidency banks are merged to form a single entity, Imperial Bank of
India.
1955: The nationalization of Imperial Bank of India results in the formation of the
State Bank of India, which then becomes a primary factor behind the country's
industrial, agricultural, and rural development.

1969: The Indian government establishes a monopoly over the banking sector.

1972: SBI begins offering merchant banking services.

1986: SBI Capital Markets is created.

1995: SBI Commercial and International Bank Ltd. are launched as part of SBI's
stepped-up international banking operations.

1998: SBI launches credit cards in partnership with GE Capital.

2002: SBI networks 3,000 branches in a massive technology implementation.

2004: A networking effort reaches 4,000 branches.

2.7 Subsidiaries:
Banking Subsidiaries
 State Bank of Bikaner and Jaipur (SBBJ)
 State Bank of Hyderabad (SBH)
 State Bank of Mysore (SBM)
 State Bank of Patiala (SBP)
 State Bank of Travancore (SBT)
Foreign Subsidiaries
 SBI International (Mauritius) Ltd.
 State Bank of India (California)
 State Bank of India (Canada)
 INMB Bank Ltd, Lagos
 BANK SBI Indonesia (SBII)
Non banking Subsidiaries
 SBI Capital Markets Ltd
 SBI Funds Management Pvt Ltd
 SBI Factors & Commercial Services Pvt Ltd
  SBI Cards & Payments Services Pvt. Ltd. (SBICPSL)
 SBI DFHI Ltd
 SBI General Insurance Company Limited
Joint Ventures
 SBI Life Insurance Company Ltd (SBI LIFE)
 SBI General Insurance Company Limited
2.8 Recent awards and recognition
SBI was ranked 232nd in the Fortune Global 500 rankings of the world's biggest
corporations for the year 2016.

SBI was 50th most trusted brand in India as per the Brand Trust Report 2013, an
annual study conducted by Trust Research Advisory, a brand analytics company and
subsequently, in the Brand Trust Report 2014, SBI finished as India's 19th most
trusted brand in India.

2.9 Board of Directors

List of Directors on the Central Board of State Bank of India

Sl.No Name Designation

1. Shri Rajnish Kumar Chairman
2. Shri P.K. Gupta Managing Director
3. Shri Dinesh Kumar Khara Managing Director
4. Shri Arijit Basu Managing Director
5. Shri C.S. Setty Managing Director
6. Shri Sanjiv Malhotra Director
7. Shri Bhaskar Pramanik Director
8. Shri Basant Seth Director
9. Shri B. Venugopal Director
10. Dr.Purnima Gupta Director
11. Shri Sanjeev Maheshwari Director
12. Shri Debasish Panda Director
13. Shri Chandan Sinha Director
Organization Chart
2.10 Listings and shareholding
As on 31 March 2015, Government of India held around 58.59% equity shares in SBI.
Life Insurance Corporation of India is the largest non-promoter shareholder in the
company with 14.99% shareholding.
Shareholders Shareholding
Promoters: Government of India 58.60%
Banks & Insurance Companies 16.79%
FIIs/GDRs/OCBs/NRIs 12.04%
Mutual Funds & UTI 03.78%
Private Corporate Bodies 02.87%
Others 5.92%
Total 100.0%
The equity shares of SBI are listed on the Bombay Stock Exchange, where it is a
constituent of the BSE SENSEX index, and the National Stock Exchange of India,
where it is a constituent of the CNX Nifty. Its Global Depository Receipts (GDRs) are
listed on the London Stock Exchange.
2.11 Services offered by the company:
 NRI Services
 Personal Banking
 International Banking
 Agriculture / Rural
 Corporate Banking
 SME
 Government Business
 Domestic Treasury
2.12 SWOT Analysis
1. The biggest bank in the country
2. Has a separate act for itself. Thus, a special privilege.
3. Biggest branch network in the country
Strength 4. First public sector to move to CBS

1. Huge amount of staff

2. Expected to experience high level of attrition due
to retirement of its top management
Weakness 3. Still carries the image of the old Govt. sector bank

1. Pool in talent to replace the going top management

to serve the next generation
2. Make better use of its CRM
Opportunity 3. Expansion into rural areas

1. Consolidation among private banks

2. New bank licenses by RBI
Threats 3. Foreign banks that have sophisticated products
 Chapter – 3
Conceptual Frame Work
3.1 Introduction
3.2 Evolution of E-Banking
3.3 Features of E-Banking
3.4 Advantages of E-Banking
3.5 Benefits of E-Banking
3.6 Popular services covered under E-Banking
3.7 Role and Significance
3.8 Opportunities
3.9 E-banking in India
Conceptual Frame Work
3.1 Introduction
Electronic banking in simple terms means, it does not involve any physical
exchange of money, but it’s all done electronically, from one account to
another, using the Internet. Internet banking is just like normal banking, with
one big exception. we don’t have to go to the bank for transactions. Instead,
we can access our account any time and from any part of the world, and do
so when we have the time, and not when the bank is open. For busy
executives, students, and homemakers, e-banking is virtual blessing. No more
talking precious time off from work to get a demand draft made or a cheque
book issued.
Banks offer Internet banking in two main ways. An existing bank with
physical offices can establish a Web site and offer Internet banking to its
customers in addition to its traditional delivery channels.
A second alternative is to establish a “virtual,” “branchless,” or “Internet-only”
bank. The computer server that lies at the heart of a virtual bank may be
housed in an office that serves as the legal address of such a bank, or at some
other location.
Virtual banks may offer their customers the ability to make deposits and
withdraw fund via automated teller machines (ATMs) or other remote delivery
channels owned by other institutions.
Online system allow customers to plug into a host of banking services from a
personal computer by connecting with the bank’s computers over telephone
wires the convenience can be compelling. Not only is travel time reduced, but
ATM machines, telephone banking or banking by mail are often necessary.
And, technology continues to make online banking once attempted only by
computer enthusiasts, easier for the average customer.
Banks use a variety of names for online banking services, such as PC
banking, home banking , electronic banking or Internet banking.
Can one imagine life without paper cash? Money has always been part of human
emotions. And although it is difficult to imagine that all those years of
savings at the bank is now just a whole bunch of bits and bytes, it is
becoming a reality and the sooner people adjust to it, the better it is.
Electronic funds transfer means computer systems are used to perform financial
transactions electronically. The EFT is used for electronic payments and customer
initiated transactions where the cardholder pays using credit or debit card.
The transaction types are, Withdrawal, deposit, inter account transfer ,inquiry,
administrative transactions that covers non financial transactions including PIN
change. Electronic Fund Transfer transactions needs authorization and a means to
match the card and card holder.EFT transactions require the cardholder's PIN to sent
online in encrypted form for validation by the issuer of the card. Other information
may include the card holders address or the CVV2 security value printed on the card.
Electronic funds transfer transactions are activated during e-banking procedures. The
different methods of e-banking are
 Online banking
 Short message service banking
 Telephone banking
 Mobile banking
3.2 Evolution of E-Banking:
The story of technology in banking started with the use of punched card
machines like accounting machines or ledger posting machines. The use of
technology, at that time, was limited to keeping books of the bank. If further
developed with the birth of online real time system and vast improvement in
telecommunications during late 1970’s and 1980’s it a resulted in a revolution
in the field of banking with “convenience banking” as a buzzword. Through
convenience banking, the bank is carried to the doorstep of the customer. The
1990’s saw the birth of distributed computing technologies and Relational Data
Base Management System. The banking industry was simply waiting for these
technologies. Now with distribution technologies, one could configure dedicated
machines called front-end machines for customer service and risk control while
communication in the batch mode without hampering the response time on the
front- end machine.
3.3 Features of E-Banking
 E-Banking provide exceptional rates on Savings, CDs, and IRAs
 Checking with no monthly fee, free bill payment and rebates on ATM
surcharges
 credit cards with low rates
 Easy online applications for all accounts, including personal loans and
mortgages
 24 hour account access
 It provides Quality customer service with personal attention
 It provides the quick services to their customers.
 Enables transfer of funds from one place to another(banks).
 Exchange of statistical information among banks.
 Enables foreign exchange operations.
 Inter-bank applications like settlement of funds between banks.
 Provides facilities like demat operation, ATM operation, online
banking.
3.4 Advantages of E-Banking
The main advantages of E-banking are :-
1. The operating cost per unit services is lower for the banks.
2. It offers convenience to customers as they are not required to go to the bank's
premises.
3. There is very low incidence of errors.
4. The customer can obtain funds at any time from ATM machines.
5. The credit cards and debit cards enables the Customers to obtain discounts
from retail outlets.
6. The customer can easily transfer the funds from one place to another place
electronically.
3.5 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 surely 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.
3.6 Popular services covered under E-Banking ↓
The popular services covered under E-banking include :-
1. Automated Teller Machines,
2. Credit Cards,
3. Debit Cards,
4. Smart Cards,
5. Electronic Funds Transfer (EFT) System,
6. Cheques Truncation Payment System,
7. Mobile Banking,
8. Internet Banking,
9. Telephone Banking, etc.
3.7 Role and
Significance
Internet banking has transformed the financial industry. Banking customers can
perform most transactions by themselves on their own computer at hours that work
for them. No longer do customers have to wait in lines at the bank or rush to get to
their bank before it closes. They can withdraw cash, perform transfers and make
payments with the click of a mouse.
Internet banking is convenient for those who are working from home, have limited
time or want to keep track of their finances 24 hours a day. Internet banking allows
account holders to transfer funds, pay bills, keep a more accurate balance ledger, and
report fraudulent transactions and more. Anyone who has a laptop or desktop
computer with Internet access may do their banking from anywhere in the world.
There is a potential for identify theft or fraud when customers use Internet banking.
Financial institutions have software programs in place to deter criminal activity.
Account holders can protect themselves by using a firewall on their own computers.
Financial institutions prefer online banking because it reduces manpower, attracts
customers and makes financial reporting easier. Customers can enjoy the benefits of
banking at a time and place of their choosing. Internet banking is a fact of life for
many individuals today with a busy lifestyle. Some individuals will have a brick and
mortar bank that offers Internet banking in addition to going to the brick and mortar
location. Other banks exist only on the Internet that does not have a physical location.
Computers were originally destined for a minor role in banks, primarily intended to
facilitate accounting transactions. Subsequently, once its superiority was firmly
established, it grew in status as a tool for management information and a host of other
inventions. Although the accounting aspect is still quite important and relevant, IT has
a far greater role to play day to day banking operations, especially in decision making
process. Further, facilities like ATM, Anywhere Banking, Internet as well as Mobile
Banking have been increasing their presence. It has, to be conceded that ‘Information
Technology’ is not the end in itself, but is useful tool in the hands of the management
to leverage business prospects in its favour and enhance efficiency.
Banks now have come under great pressure to reduce operational costs to safeguard
their bottom lines. With banking tuning more and more customer-centric with every
passing day, technology as an enabler has helped banks to launch a whole array of
customer-centric products such as ATMs, Debit Cards, 24 hour Anywhere Banking.
Customer Relations Management is now a very potential concept. Internet Banking
also has a role to play in ensuring a fair return to shareholders, by facilitating in
ensuring greater profits to the banking sector. The recent emerging trends in self-
service channels, namely ATM,s, Call-centers, Internet and Mobile Banking would
increase the use of E-banking as this offer the twin benefit i.e. convenience to the
customers and reduction and cost of operation to the banks. The popularity of internet
banking likely depends upon inculcating in customers about their security and
personal privacy of their money and assets.
3.8 Opportunities
1 Internet facilities
It gives an ever-growing market both in terms of number of potential customers and
geographical reach. Latest Technology and productive development has made access
to Internet both cheaper and faster. More and more people across the globe are
accessing the net either through PCs or other devices. The purchasing power and need
for quality service of this segment of customers are considerable. Anybody accessing
Internet is a potential customer irrespective of his or her location. Thus, any business
targeting final customers cannot ignore the business potential of Internet.
2 Unique opportunities
Internet offers a unique opportunity to register business presence in a global market.
Its effectiveness in disseminating information about one's business at a relatively cost
effective manner is tremendous. Time sensitive information can be updated faster than
any other media. A properly designed website can convey a more accurate and
focused image of a product or service than any other media. Use of multimedia
capabilities, i.e., sound, picture, movies etc., has made Internet as an ideal medium for
information dissemination. However, help of other media is necessary to draw the
potential customers to the web site.
3 Costs
Cost is an important issue in an e-venture. It is generally accepted that the cost of
overhead, servicing and distribution, etc. through Internet is less compared to the
traditional way of doing business. Although the magnitude of difference varies
depending on the type of business and the estimates made, but there is unanimity that
Internet provides a substantial cost advantage and this, in fact, is one of the major
driving forces for more number of traditional businesses adapting to e-commerce and
pure e-commerce firms to sprout.
4 The quality of service
It is a key feature of any e-commerce venture. The ability to sell one's product at
anytime and anywhere to the satisfaction of customers is essential for e-business to
succeed. Internet offers such opportunity, since the business presence is not restricted
by time zone and geographical limitations. Replying to customers' queries through e-
mail, setting up (Frequently Asked Questions) FAQ pages for anticipated queries,
offering interactive help line, accepting customers' complaints online 24 hours a day
and attending to the same, etc. are some of the features of business.
5 Cost of communication
Cost of communication through WWW is the least compared to any other medium.
Many a time one's presence in the web may bring in international enquiries, which the
business might not have targeted. The business should have proper plans to address
such opportunities.
3.9 E-banking in India
Compared to banks abroad, Indian banks offering online services still have a long way
to go. For online banking to reach a critical mass, there has to be sufficient number of
users and the sufficient infrastructure in place.
The Internet is in the public domain whereby geographical boundaries are eliminated.
Cyber crimes are therefore difficult to be identified and controlled. In order to
promote Internet banking services, it is necessary that the proper legal infrastructure is
in place. Government has introduced the Information Technology Bill, which has
already been notified in October 2000. Section 72 of the Information Technology Act,
2000 casts an obligation of confidentiality against disclosure of any electronic record,
register, correspondence and information, except for certain purposes and violation of
this provision is a criminal offence. The Department of Telecommunications (DOT) is
moving fast to make available additional bandwidth, with the result that Internet
access will become much faster in the future. This is expected to give a fillip to
Internet banking in India.
The proposed setting up of a Credit Information Bureau for collecting and sharing
credit information on borrowers of lending institutions ,online would give a fillip to
electronic banking. The recommendations of the Vasudevan Committee on
Technological Up gradation of Banks in India have also been circulated to banks for
implementation. In this background, banks are moving in for technological up
gradation on a large scale. Internet banking is expected to get a boost from such
developments.
Reserve Bank of India has taken the initiative for facilitating real time funds transfer
through the Real Time Gross Settlement (RTGS)System. Under the RTGS system,
transmission, processing and settlements of the instructions will be done on a
continuous basis. Gross settlement in a real time mode eliminates credit and liquidity
risks. Any member of the system will be able to access it through only one specified
gateway in order to ensure rigorous access control measures at the user level. Generic
Architecture both domestic and cross border, aimed at providing interconnectivity
across banks has been accepted for implementation by RBI. Following a reference
made this year, in the Monetary and Credit Policy statement of the Governor, banks
have been advised to develop domestic generic model in their computerization plans
to ensure seamless integration. The abovementioned efforts would enable online
banking to become more secure and efficient.
With the process of dematerialization of shares having gained considerable ground in
recent years, banks have assumed the role of depository participants. In addition to
customers' deposit accounts, they also maintain demat accounts of their clients.
Online trading in equities is being allowed by SEBI. This is another area which banks
are keen to get into. HDFC Bank Ltd., has tied up with about 25 equity brokerages for
enabling third party transfer of funds and securities through its business-to-business
(B2B) portal, 'e- Net'. Demat account holders with the bank can receive securities
directly from the brokers' accounts. The bank has extended its web interface to the
software vendors of National Stock Exchange through a tie-up with NSE.IT – the
InfoTech arm of the exchange. The bank functions as the payment bank for enabling
funds transfer.
E-Banking Services
Automated teller machine is seen everywhere. These machines brought
innovation in the banking sector all over the world. The advent of the ATM
has made the concept of the clock banking a reality. The ATM has been
helpful to both the bankers and customers. The large crowd of customers in
the banking hall of a branch waiting for their turn to collect cash is
disappearing.
The ATM is the device use by the bank customers to process account
transaction. This system is known as “anytime money” because with services
the person having the ATM card can withdraw cash any time he want. Since
the ATM machine can be build anywhere like near markets and railway
stations etc, so one can easily withdraw money from it.
Advantages of ATM
To banks
 Less space required
 Capital expenditure is lower as compared to branch
 Bank’s staff gets more time to do marketing
 Lower transaction cost
 One more means for advertising bank’s products
To customer
 Convenience of shopping no need to carry cash.
 No need to visit bank for transaction.
 Banking anytime, anywhere.
 Fast and efficient service.
 Good currency notes.
Disadvantages of ATM
1. Cash withdrawals for large amount are not permitted at a time.
2. Cash dispensations are generally restricted to certain denominations of
currency. As such withdrawals are to be made only in certain multiples.
3. Frauds, due to a loss of card in the intervening periods.
Tele banking or Phone banking:
The customer interacts with the bank for various services over phone. There
will no charge for dialing to the toll free number provided by banks . Tele-
banking, also known as “voice over phone” is consider under anywhere
banking. The customer identifies himself to the system by entering his pin
number and is guided by a voice response for each banking services namely:
 Balance in the account
 Transaction status, e.g. whether cheque deposited is cleared or not
 Request for issue of cheque book is registered
 Request for issue of bank statement is registered
In normal course all above activities would have involved customer visit to a
branch and this Tele-banking has improved banking services and enabled
remote banking.
Advantages of Tele-banking:
1. we may not have time to visit your bank every week and if our
business is located out of town, getting to a branch can be time
consuming and expensive. With telephone banking, our bank is on the
other end of the line whenever we need it.
2. we can manage our business account at any time, which is ideal if we
are busy during the day with running our business.
3. As well as the basics of running our business account – paying a bill,
transferring money, setting up a direct debit and so on. We may also
be able to appointment with our bank manager.
4. Making payment by phone can simplify our banking –we don’t need to
confirm the payments in writing, and we can check all our transactions
against our statement when it arrives.
The disadvantages of Tele-banking:
The most common one would have to be the fact that not all banks and
building societies offer 24 hour telephone banking. They may if is simply a
case of checking our balance or recent transaction but for anything more
involved in that it can cause a problem. Also telephone banking is not active
usually over bank holidays such as Christmas day or New year day.
Mobile banking
Mobile banking comes in as a part of the bank initiative to offer multiple
channels banking providing convenience for its customer. A versatile multi
functional, free service that is accessible and viewable on the monitor of
mobile phone. Mobile phones are playing great role in banking and other
channels.
Mobile banking can be divided into two broad categories of facilities:
 Alert facility:
 A study on Customer Satisfaction towards E-Banking Services with special
reference to SBI

Mobile banking alert facility keeps you informed about the significant
transaction in our account. It keeps you update where ever we go.
 Request facility:
Mobile banking request facility enables to query for our account balance.
Advantages of Mobile banking
Mobile banking through cell phone offers many advantages for customers as
well as banks. Some of them are as follows:-
1) Mobile banking has an edge over internet banking. In case of online
banking you must have an internet connection and computer. This is a
problem in developing countries. However, with mobile banking, connectivity
is not a problem. we can find connectivity in the remotest of places also
where having an internet connection is a problem.
2) we can make transaction or pay bills anytime. It saves a lot of time. Mobile
banking through cell phone is user friendly. The interface is also very simple.
we just need to follows the instructions to make the transaction. It also
saves the record of any transaction made.
3) Cell phone banking is cost effective. Various banks provide the facility
at a lower cost as compared to banking by self.
4) Banking through mobile reduces the risk of fraud. We will get an SMS
whenever there is an activity in our account. This includes deposits, cash
withdrawals, funds transfer etc. we will get a notice as soon as any
amount is deducted or deposited in our account.
5) Banking thought cell phone benefits the banks too. It cuts down on the
cost of Tele-banking and is more economical.
6) Mobile banking through cell phone is very advantageous to the banks
as it severs as guide in order to help the banks to improve their
customer care service.
7) Banks can be in tough with their clients with mobile banking.
8) Banks can also promote and sell their products and services like Credit
cards , loans etc to a specific group of customers.

PESIAMS, Shivamogga Page 44

 A study on Customer Satisfaction towards E-Banking Services with special
reference to SBI

9) Various banking services like Account Balance Enquiry, Credit/Debit

Alerts, Bill payment Alerts, Transaction History, Fund Transfer
Facilities, and Minimum Balance Alerts etc can be accessed from our
mobile.
10)we can transfer money instantly to another account in the same bank
using mobile banking.
PC banking:
PC banking allows the customer to access the information regarding to their
bank accounts through a dial up connection. They can also download the
information and process it in their own manners. It is different from the
internet banking in the sense that internet banking is done over a highly
accessible public networks, where as PC banking is accessible just to bank’s
customers.
 PC banking makes things easier
we can access our account just from our home PC, 24 hours per day, 7 days
per week. All we need is a computer with an internet connection, and a card
reader, which can be obtained at our four Fortis Bank. The card reader gives
unique codes based on our bank card and pin number, so our account stays
safe.
 PC banking goes faster
Because we don’t need to go all the way to our local bank office, we save a
lot of time that we don’t want to be wasting in traffic. A lot of information
and reports can be obtained with a few clicks, and transactions can be done
without signing papers.
Advantages of PC banking:
 PC Banking enables you to round-the-clock access.
 we usually do not think to stand an queue as a way to perform
important banking transaction. The PC banking enables you to do just
that suitable from the ultimate comfort and privacy of your homes.

PESIAMS, Shivamogga Page 45

  In comparison towards the Online banking program, the PC banking
provides more security.
 Since the level of security is very much greater in PC banking, we
can access more services that what we by way of online banking.
 Even the speed of the banking transaction is very much faster than
online banking.
 In case we are using individual economic management computer
software and want the inputs from our checking, savings and cash
marketplace accounts, PC banking makes it probable to download
the related information suitable into the computer software program.
Disadvantages:
 There is no personal interaction between customers and the bank
(employee/advisor).
 We can access our account from the PC that we originally installed
the software.
 We cannot deposit physical cash using PC banking i.e. cheques, cash
in hand. This would require a personal visit to the bank.
Internet banking:
Internet banking system and method in which a personal computer is connected
by a network service provider directly to a host computer system of a bank
such that customer service requests can be processed automatically.
The advent of the Internet and the popularity of personal computer presented
both an opportunity and a challenge for the banking industry. For years,
financial institutions have used powerful computer network to automate million
of daily transaction .Bank view online banking as a powerful “value added”
tool to attract and retain new customers while helping to competitive banking
environment.
It generally implies a service that allows customers to use some form of
computer to access account-specific information and possibly conduct transaction
from a remote location - such as at home or the workplace. The obvious
 A study on Customer Satisfaction towards E-Banking Services with special
reference to SBI

advantage to the customers is convenience—one bank recently used the

advertising motto “bank naked’ to emphasize the customer’s freedom to
conduct routine banking transaction from the comfort and security of his/her
home 24X7.
Types of Internet Banking:
There are three basic types of internet banking that is being employed in the
market place:
 Information.
 Communication.
 Transaction.
 Information:
This is most basic level of internet banking. The bank has marketing
information about its product and services on a stand-alone server. This level
of internet banking services can be provided by the bank it self or by
sourcing it out. Since the server and website may be vulnerable to alteration,
control must therefore be in place to prevent unauthorized alterations to data
the server or web site.
 Communication:
This type of internet banking allows the interaction between the bank’s system
and customer. It may be limited to electronic mail, account inquiry, loan
application, or static file update. This risk is higher with this configuration that
with the earlier system and therefore appropriate control need to be in place to
prevent, monitor, and alert management of any unauthorized attempt to access
bank’s internal network and computer system. Under this system the client
makes a request to which the bank subsequent responds.
 Transaction:
Under this system of internet banking customers are allowed to execute
transaction. Relative the information and communication type of internet
banking, this system processes the highest level of risk architecture and must
have the strongest control. Customer transaction can include accessing accounts,

PESIAMS, Shivamogga Page 47

 A study on Customer Satisfaction towards E-Banking Services with special
reference to SBI

paying bills, transferring funds, etc. this possibilities demand very stringent
security.
Advantages of Internet banking:
 An internet banking account is simple to open and use,we establish security
measures such as user names and passwords
 Bouncing a check (accidentally) should be a thing of the past because we
can monitor our account in online any time, day or night.
 We can track our balance daily, seen what checks have cleared and know
when automatic deposit and payment are made. This is all possible by
simply going online to the banks website and logging into your account.
 we can keep our account balance and our monthly statement by
using computer.
 With the ability to view our account at anytime, it is easier to
catch fraudulent activity in our account before much damage is
done.
 Internet banking offers a great deal with more convenience that you could
get from a conventional bank.
Disadvantages of internet banking:
 Identity confirmation
 Federal regulations require that financial institutions confirm each customer’s
identity. This may present a logistical issue, as copying and faxing
documents is sometimes necessary.
 Security concerns
Cheque truncation system (CTS)
Cheque truncation system (CTS) is a cheque clearing system undertaken by
the reserve bank of India (RBI) for faster clearing of cheque. As the name suggests
truncation is the process of stopping the flow of the physical cheque in its way of
clearing. It its place on electronic image of the cheque is transmitted with key
important data.
Advantages

PESIAMS, Shivamogga Page 48

  The clearing cycles are shortened; hence the speed of the whole clearing
process is improved.
 The cheque can be cleared without any geographical restrictions.
 The loss of cheque during physical transfer is completely avoided.
 The verification and reconciliation process is superior.
 The operational efficiency of the entire banking system is improved. Which
results in better customer service and secure banking for the entire public.
 The operational risks and risks associated with paper clearing are reduced
considerably which results in the benefit of all bank customers.
RTGS / NEFT
Inter bank transfer is a special service that allows an individual to transfer
funds electronically to accounts in other banks in India through the following two
modes: NEFT and RTGS.
RTGS
RTGS stands for Real Time Gross Settlement, which can be defined as the
continuous settlement of funds transfers individually on an order by order basis ‘Real
Time’ means the processing of instructions at the time they are received rather than at
some later time. ‘Gross settlement’ means the settlement of funds transfer instructions
occurs individually. The RTGS system is primarily meant for large value transactions.
The minimum amount to be remitted through RTGS is 2 lakh. There is no upper
ceiling for RTGS transactions. The beneficiary bank has to credit the beneficiary’s
account within two hours of receiving the funds transfer message.
NEFT
National Electronic Funds Transfer (NEFT) system is a nation wide funds
transfer system to facilitate transfer of funds from any bank branch to any other bank
branch. It operates on a deferred Net settlement basis which settles transactions in
batches. In this settlement takes place with all transactions received till the particular
cut-off time. It means all transfers will be held up until a specific time. In NEFT any
amount below 2 lakh may be transferred and this system is generally for smaller value
transactions involving smaller amounts of money.
E-Lobby
E-Lobby is fully computerised Electronic Lobby operational 24X7 .It is a novel
concept which provides virtual banking to provide all the essential banking facilities
under one roof even at the odd hours at night. When a common person these days
work 9am to 9pm .Our E-Lobby brings a relief to them by providing them services
beyond the normal banking hours also through its automated and advance machines
like-
Automated Teller Machines (ATM's) - To Dispense Cash through ATM cards of
customers of all banks.
Mega banker- This machine does not only accept cash deposit but also provides
automatic pass book printing and instant statement of accounts.
Coin dispenser-F or dispensing coins to general public to mitigate coin shortage.

Cheque deposit- Machine with a scanner to generate automatic receipts of cheque

deposited by customers through this machine. This service provided to the customers
makes them tension free by
 Chapter – 4
Data analysis and Interpretation
 Tables
 Graphs
 Interpretations
 Data analysis and Interpretation
Table No: 4.1 Respondents basis of Gender factor
Gender No of Respondents Percentage
Male 12 24
Female 38 76
Total 50 100 percent
Source: primary Data
Graph No: 4.1

80 76

70

60

50

40
24
30
20

10

0
Male Female

Interpretation
The table and graph showing that 24% of the respondents are male, 76% of the
respondents are female.
Its interprets that majority of the respondents are Female (76%).
 Table No: 4. 2: Classification on the Basis of Respondent’s Marital Status
Marital Status No of Respondents Percentage
Married 17 34
Unmarried 33 66
Total 50 100
Source: Primary Data
Graph 4. 2

70 66

60

50

40
34

30

20

10

0
Married Unmarried

Interpretation
The above table and graph shows that 34% of the respondents are married, &66% of
the respondents are Unmarried.
Its interprets that Majority of the respondents who are participated in the survey of
the respondents are Unmarried (66%).
 Table No: 4. 3 Respondent’s Age Group
Age group No of Respondents Percentage
Below 25 31 62
Between 25 – 35 13 26
Between 35 – 45 3 6
Above 45 3 6
Total 50 100%
Source: Field Survey
Graph No: 4. 3

70
62
60

50

40

30 26

20

10 6 6

0
Below 25 Between 25 – 35Between 35 – 45 Above 45

Interpretation
From the above observation, 62% of the respondents belong to age group below 25
years, 26% of the respondents belong to age group Between 25-35 , 6 % of the
respondents belong to age group Between 35-45 ,6 % of the respondents belong to
age group Above 45 years.
Its interpreters Majority of the respondents belong to age group below 25 years
(62%)
Table No: 4. 4: Classification on the Basis of Respondent’s Educational
Qualification
Educational Qualifications No of Respondents Percentage
SSLC 2 4
PUC/Diploma 2 4
Graduate 25 50
Post Graduate 15 30
Other 6 12
Total 50 100
Sources: Primary Data
Graph: 4. 4

60
50
50

40

30
30

20
12
10
4 4

0
SSLC PUC/DiplomaGraduatePost Graduate Other

Interpretation
The above table and graph shows that 4% of the respondents Educational
Qualification are SSLC. 4% of the respondents Educational Qualification are PUC/
Diploma, 50% of the respondents are Graduate, 30% of the respondents are Post
graduate, 12% of the respondents are others
Its interprets that Majority of the respondents are Graduate (50%).
 Table No: 4.5 Respondent’s on the basis of Occupation
Occupation No of Respondents Percentage
Professional 2 4
Businessman 6 12
Government Service 1 2
Students 25 50
Corporate employee 2 4
Others 14 28
Total 50 100%
Source: Field Survey
Graph No: 4. 5

60
50
50

40

30 28

20
12
10
4 4
2
0
Professional Businessman GovernmentStudents Corporate Others
Service employee

Interpretation
As per the above analysis it’s understood that, 4% of the respondents are Professional
12% of the respondents are Business man , 2% of the respondents are Government
Service , 50% of the respondents are Students , 4% of the respondents are Corporate
employee, 28% of the respondents are Others.
Its interpreters Majority of the respondents are Students (50%)
 Table No: 4. 6 Respondents Monthly income

Monthly income No of Respondents Percentage

Less than 10000 24 48
10000 – 15000 12 24
15000 – 20000 8 16
Above 20000 6 12
Total 50 100%
Source: Field Survey
Graph No: 4. 6

60

50 48

40

30
24

20 16
12
10

0
Less than 1000010000 – 15000 15000 – 20000 Above 20000

Interpretation
Out of 50 Respondents, 48% of the respondents monthly income is Less than 10000,
24% of the respondents monthly income is 10000 to 15000, 16% of the respondents
monthly income is between 15000 – 20000 and 12% of the respondents monthly
income is above 20000.
Its interpreters Majority of the respondents monthly income is Less than 10000
(48%).
 Table No: 7. Table showing respondents have type of account in bank

Particulars No of Respondents Percentage

Savings A/c 42 84
Current Deposit A/c 3 6
FD A/c 1 2
Recurring Deposit A/C 1 2
Others 3 6
Total 50 100 percent
Source: Primary Data
Graph No: 4.7

90 84
80
70
60
50
40
30
20
10

6 6
2 2
0
Savings A/c Current DepositFD A/c Recurring Others
A/c Deposit A/C

Interpretation
The above table and graph shows that 84% of the respondents have account in bank
savings A/c, 6 % of the respondents are Current deposit A/c, 10% of the respondents
are FDA/c, 10% of the respondents are current deposit A/c,
Its interprets that Majority of the respondents who are participated in the survey
account in bank savings A/c. (84%)
 Table No: 4.8: Table shows respondents Know about e- banking /Internet
Banking Services
Particular No of Respondents Percentage
Yes 45 90
No 5 10
Total 50 100 percent
Source: Primary Data
Graph No: 4.8

100
90 90
80
70
60
50
40
30
20
10
0

10

YesNo

Interpretation
The above table and graph shows that 90% of the respondents Know about e- banking
Services, 10% of the respondents don't Know about e- banking Services
Its interprets that Majority of the respondents about e- banking Services (90%).
 Table no: 4.9: Table showing respondents Know about e- banking
Particulars No of Respondents Percentage
Friends 10 20
Relatives 8 16
Bankers 11 22
Advertisement 21 42
Total 50 100 percent
Source: Primary Data
Graph No: 4.9

45 42
40
35
30
25

22
20
20
16
15
10
5
0

Friends Relatives Bankers Advertisement

Interpretation

The above table and graph shows that 20% of the respondents Know e-banking
service from Friends, 16% of the respondents Know e-banking service from
Relatives, 22% of the respondents Know e-banking service from bankers ,42% of the
respondents Know e-banking service from Advertisement

Its interprets that Majority of the respondents Know e-banking service from
Advertisement (41%).
 Table No: 4.10: Table shows respondents Use e- banking Services
Particular No of Respondents Percentage
Yes 42 84
No 8 16

Total 50 100 percent

Source: Primary Data
Graph No: 4.10

90 84
80
70
60
50
40
30
20

16

10
0

Yes No

Interpretation
The above table and graph shows that 84% of the respondents use E-banking services
, 16% of the respondents don't use E-banking services
Its interprets that Majority of the respondents use E-banking services (84%).
Table No: 4.11: Respondents are aware about E-Banking services While opening
the account
Particular No of Respondents Percentage
Yes 35 70
No 15 30

Total 50 100 percent

Source: Primary Data
Graph No: 4.11

80
70
70

60

50

40 30
30

20

10

0 Yes No

Interpretation
The above table and graph shows that 70% of the respondents are aware about E-
Banking services While opening the account , 30% of the respondents are aware not
about E-Banking services While opening the account
Its interprets that Majority of the respondents are aware about E-Banking services
While opening the account (70%).
 Table no: 4.12 Respondents opinion about in E- banking services of bank
Particulars No of Respondents Percentage
Personal visit 12 24
Executive from the bank 5 10
Advertisements 20 40
Friends / Relatives 13 26
Total 50 100 percent
Source: Primary Data
Graph No: 4.12

45
40
40
35
30
25
26
20 24

15
10 10
5

0
Personal visitExecutive from theAdvertisementsFriends / Relatives
bank

Interpretation

The above table and graph shows that 24% of the respondents are opinioned from
personal visit they came to Know e- banking services , 10% of the respondents are
executive from the bank, 40% of the respondents are from advertisements, 26% of
the respondents are from friends , & 2% of the respondents are from relatives.

Its interprets that Majority of the respondents are opinioned from advertisements
they came to Know e- banking services (40%).
 Table no: 4.13 Respondents are aware of Banking services
Particulars No of Respondents Percentage
ATM 30 60
Debit Card 8 16
Credit Card 2 4
Internet banking 10 20
Total 50 100 percent
Source: Primary Data
Graph No: 4.13

70
60
60

50

40

30
20
20 16

10
4

0
ATM Debit Card Credit Card Internet banking

Interpretation
The above table and graph shows that 60% of the respondents are aware of ATM
Card Banking Services, 16% of the respondents are aware of Debit Card Banking
Services , 4% of the respondents are aware of Credit Card , 20% of the respondents
are aware of Internet Banking Services.

Its interprets that Majority of the respondents are aware of ATM (60%).
Table No: 4.14. Table showing respondents have using the E-Banking service

Particulars No of Respondents Percentage

Less than 1 month 15 30
1 to 6 months 9 18
6 to 12 months 6 12
More than 1 year 20 40
Total 50 100 percent
Source: Primary Data
Graph No: 4.14

45
40
40
35
30
30
25
20
18

15 12
10
5
0

Less than 1 month1 to 6 months 6 to 12 monthsMore than 1 year

Interpretation
The above table and graph shows that 30% of the respondents are using since from
less than 1 month E- banking services, 18% of the respondents are using since from 1
to 6 months E- banking services , 12% of the respondents are using since from 6 to
12 months E- banking services , 40% of the respondents are using since from More
than 1 year using the E- banking services.
Its interprets that Majority of the respondents using since from More than 1 year
using the E- banking services. (40%).
Table No: 4.15. Table showing respondents use mode of internet baking

Particulars No of Respondents Percentage

Computer 2 4
Mobile 47 94
Other Source 1 2
Total 50 100 percent
Source: Primary Data
Graph No: 4.15

100 94
90
80
70
60
50
40
30
20
10
0

4 2

ComputerMobileOther Source

Interpretation
The above table and graph shows that 4 % of the respondents are use computer mode
of internet banking, 94% of the respondents are use Mobile mode of internet banking
2% of the respondents are use Other Source mode of internet banking.
Its interprets that Majority of the respondents use Mobile mode of internet banking
(94%).
Table no: 4.16 Respondents are performed the following through on-line

Particulars No of Respondents Percentage

Tax filing 5 10
Purchased/sold financial
13 26
product (e.g., stock, bonds)
Neither of these 32 64
Total 50 100 percent
Source: Primary Data
Graph No: 4.16

60 55

50

40 38

30

20

10 7

0
Tax filing Purchased/sold financial Neither of these
product (e.g., stock, bonds)

Interpretation

The above table and graph shows that 38% of the respondents are belongs to Tax-
Filling performance activities through On-line. 7% of the respondents belongs to
Purchased/sold financial product (e.g., stock, bonds) performance activities through
On-line ,55% of the respondents are belongs to Neither of these activities through On-
line

Its interprets that Majority of the respondents are belongs to Neither of these
activities through On-line (55%).
Table No: 4.17. Table showing respondents frequently ATM machine per Month

Particulars No of Respondents Percentage

Less than 1 12 24
1 to 3 times 20 40
3 to 8 times 12 24
8 to 12 times 2 4
Over 12 times 4 8
Total 50 100 percent
Source: Primary Data
Graph No: 4.17

45
40
40
35
30
25
24 24

20
15
10
8
4
5
0
Less than 11 to 3 times3 to 8 times8 to 12 times Over 12 times

Interpretation
The above table and graph shows that 24% of the respondents Visit Less than 1 time
per month to ATM Machine, 40% of the respondents Visit 1 to 3 times per month to
ATM Machine, 24% of the respondents Visit 3 to 8 times per month to ATM
Machine, 4% of the respondents Visit 8 to 12 times per month to ATM Machine, 8%
of the respondents Visit over 12 times per month to ATM Machine
Its interprets that Majority of the respondents Visit 1 to 3 times per month to ATM
Machine (40%).
 Table no: 4. 18 Respondents Visit the bank for the main reason

Particulars No of Respondents Percentage

To make a deposit 31 62
To get advice for investment
3 6
options
To inquire about a balance 2 4
To withdraw cash 4 8
Others 11 22
Total 50 100 percent
Source: Primary Data
Graph No: 4.18

70
62
60

50

40

30 22
20

6 8
10 4
0
To make aTo get advice To inquire To withdraw Others
depositfor investment about a balance cash
options

Interpretation

The above table and graph shows that 62% of the respondents are belongs To make a
deposit to visit the bank, 6% of the respondents are belongs To get advice for
investment options to visit the bank , 4% of the respondents are belongs To inquire
about a balance visit the bank , 8% of the respondents are belongs To withdraw cash
they visit the bank .22% of the respondents are belongs To others they visit the bank

Its interprets that Majority of the respondents belongs To make a deposit to visit the
bank (62%)
 Table No: 4.19: Respondents are Purchased product through Online Sites
Particular No of Respondents Percentage
Yes 45 90
No 5 10

Total 50 100 percent

Source: Primary Data
Graph No: 4.19

100
90 90
80
70
60
50
40
30
20
10
0

10

YesNo

Interpretation
The above table and graph shows that 90% of the respondents are purchased products
from Online, 10% of the respondents are not purchased products from Online.
Its interprets that Majority of the respondents purchased products from Online (90%)
Table No: 4.20. Table showing respondents products through internet in the last
12 months

Particulars No of Respondents Percentage

Less than 1 8 16
1 to 3 times 24 48
3 to 8 times 10 20
8 to 12 times 6 12
Over 12 times 2 4
Total 50 100 percent
Source: Primary Data
Graph No: 4.20

60
48
50

40

30
20
20 16
12
10 4

0
Less than 11 to 3 times3 to 8 times 8 to 12 times Over 12 times

Interpretation
The above table and graph shows that 16 % of the respondents are purchased products
less than 1 time through internet in the last 12 months , 48% of the respondents are
purchased products 1 to 3 times through internet in the last 12 months, 20% of the
respondents are purchased products 3 to 8 times through internet in the last 12
months. 12% of the respondents are purchased products 8 to 12 times through
internet in the last 12 months. 4% of the respondents are purchased products over 12
times through internet in the last 12 months.
Its interprets that Majority of the respondents are purchased products 1 to 3 times
through internet in the last 12 months (48%).
Table No: 4.21. Table showing respondents factors influence you the most to use
Internet Banking services

More than Less than Not at

Factors Strongly average
average Average all
Alltime 50 40 10 0 0
availability
Ease of use 40 30 20 10 0
Nearness 60 20 10 10 0
Security 50 40 10 0 0
Friends/ 50 40 10 0 0
Relatives
Source: Primary Data
Graph No: 4.21

70
60
60
505050
50
40 404040 Alltime availability
40 Ease of use Nearness Security
30 Friends/ Relatives
30
20 20
20
10 1010101010
10
00 00 0 0 0 0
0
Strongly More than average Less than Not at all
average Average

Interpretation
The above table and graph shows that 50% of the respondents are strongly agreed All
time availability factors influenced to use internet banking , 40% of the respondents
are strongly agreed Ease of use factors influenced to use internet banking , 60% of the
respondents are strongly agreed Nearness factors influenced to use internet banking
,50 of the respondents are strongly agreed Security & Friends/ Relatives factors
influenced to use internet banking
 Table no: 4.22 . Respondents opinioned about benefits in E-banking services of
bank
Particulars No of Respondents Percentage
Time saving 14 28
Inexpensive 11 22
Easy processing 20 40
Easy fund transfer 5 10
Total 50 100 percent
Source: Primary Data
Graph No: 4.22

45
40
40
35
30
28

25 22
20
15
10
10
5
0

Time saving Inexpensive Easy processingEasy fund transfer

Interpretation

The above table and graph shows that 28% of the respondents opinioned Time
Saving benefit provided from E- banking Services, 22% of the respondents opinioned
Inexpensive benefit provided from E- banking Services , 40% of the respondents
opinioned Easy processing benefit provided from E- banking Services ,10% of the
respondents opinioned Easy fund transfer benefit provided from E- banking Services

Its interprets that Majority of the respondents opinioned Easy processing benefit
provided from E- banking Services.
 Table no: 4.23 . Respondents are extent are satisfied with Banks’ Internet
Banking services
Particulars No of Respondents Percentage
Highly Satisfied 10 20
Satisfied 35 70
Neutral 4 8
Dissatisfied 1 2
Highly dissatisfied 0 0
Total 50 100 percent
Source: Primary Data
Graph No: 4.23

80
70
70
60
50
40
30

20
20
10 8
2 0
0
Highly SatisfiedSatisfied Neutral DissatisfiedHighly
dissatisfied

Interpretation

The above table and graph shows that 20% of the respondents are opinioned Highly
Satisfied with Banks internet services, 70% of the respondents are opinioned Satisfied
with Banks internet services , 8% of the respondents are opinioned Neutral with
Banks internet services ,2% of the respondents are opinioned Dissatisfied with Banks
internet services.

Its interprets that Majority of the respondents Satisfied with Banks internet services
(70%).
 Table no: 4.24 Respondents Expect from the Bank

Particulars No of Respondents Percentage

Trust and Care 26 52
Professional Quality Service 14 28
Immediate Response 10 20
Others Specify 0 0
Total 50 100 percent
Source: Primary Data
Graph No: 4.24

60
52
50

40

30 28

20
20

10

0
0
Trust and CareProfessional Immediate Others Specify
Quality Service Response

Interpretation
The above table and graph shows that 52% of the respondents are opined Trust &
Care they expect from the bank , 28% of the respondents are opined Professional
Quality Service they expect from the bank , 20% of the respondents are opined
Immediate Response they expect from the bank .

Its interprets that Majority of the respondents are opined Trust & Care they expect
from the bank (52%).
 Chapter – 5
Findings, Suggestions and Conclusion
5.1 Findings
5.2 Suggestions
5.3 Conclusion
 Findings, Suggestions and Conclusion
5.1 Findings
 Majority of the respondents are Female (76%).
 Majority of the respondents who are participated in the survey of the
respondents are Unmarried (66%).
 Majority of the respondents belong to age group below 25 years (62%)
 Majority of the respondents are Graduate (50%).
 Majority of the respondents are Students (50%)
 Majority of the respondents monthly income is Less than 10000 (48%).
 Majority of the respondents who are participated in the survey account in
bank savings A/c. (84%)
 Majority of the respondents about e- banking Services (90%).
 Majority of the respondents Know e-banking service from Advertisement
(41%).
 Majority of the respondents use E-banking services (84%).
 Majority of the respondents are aware about E-Banking services While
opening the account (70%).
 Majority of the respondents are opinioned from advertisements they came to
Know e- banking services (40%).
 Majority of the respondents are aware of ATM (60%).
 Majority of the respondents using since from More than 1 year using the E-
banking services. (40%).
 Majority of the respondents use Mobile mode of internet banking (94%).
 Majority of the respondents are belongs to Neither of these activities
through On-line (55%).
 Majority of the respondents Visit 1 to 3 times per month to ATM Machine
(40%).
 Majority of the respondents belongs To make a deposit to visit the bank
(62%)
 Majority of the respondents purchased products from Online (90%)
 Majority of the respondents are purchased products 1 to 3 times through
internet in the last 12 months (48%).
 Majority of the respondents opinioned Easy processing benefit provided from
E- banking Services.
 Majority of the respondents Satisfied with Banks internet services (70%).
 Majority of the respondents are opined Trust & Care they expect from the
bank (52%).
5.2 Suggestions

 The bank staff’s has to provide good services to the customers.

 Proper training facilities have to be provided to the staff’s, so that they can
give valid answers to the customers.
 Staffs have to update their knowledge, for that bank has to take necessary
actions.
 The bank needs to educate the customers regarding the e-banking technology.
 The bank has to inform the customers to frequently change the PIN numbers.

 Broadcast and print media, outdoor media have to be exploited to reach people
of all ages because advertisement is the important source of creating
awareness and it influencing the people in a better way.
 Banks should hold demonstration and provide training to customers to explain
about its usage, effectiveness etc ,for the usage of all types of E-banking
services.
 Banks should encourage the usage of E-banking services by giving incentives,
because by using it, banks and customer can save time and money.
 To promote online banking online demo must be provided on all banks
websites this should be informative, educative and attractive.
 Respondent are afraid about security, banks should provide better security
adopting better security measures and educate customer that there is no
security risk involved in this.
 Internet and mobile banking can be used only if the customers have
knowledge about the usage of internet and mobile otherwise it is not possible
so bank should take measures regarding this problems.
 Banks are providing various types of services but customers are not utilizing it
in a proper manner. They have to utilize the facility given by banks.
 Creation of customer awareness and education for technology adoption is
necessary in rural areas.
5.3 Conclusion

At present banking sectors provide different services through E-banking systems. The
customer is looking for quality services which can provides satisfaction. From the
study it is understood that the customers are highly satisfied with the e-banking
services in Shivamogga city. This study reveals that the demographic conditions of
the customers are very important in creating the satisfaction level among the
customers of the Coimbatore city. The usage of e-banking services differs based on
the demographic condition of the respondents. The suitable services available may be
improved to give better customer satisfaction leading to retention of existing
customers and attracting new customers.

In recent years many changes have been taken place in the banking sectors. These
changes do not reduce the errors and mistakes in terms of operational activities. The
customers are still facing various problems while using banking transactions.
Therefore, the banks need to focus more on service sector and operational activities,
which makes the customer more comfort and satisfied in dealing with banking
activities.

Core banking solutions have enabled banks to extend full benefits of ATM services,
mobile and internet banking solutions to all the customers. Core banking solutions
offer a package of benefits to customers on a round the clock basis from a single
centralized location through all possible delivery channels. Such a centralized
approach has made a ‘one – stop solution’ for all financial services a possibility.
Results of the survey do indicate customer inclination towards the use of ATM
services when compared to other technology counterparts. But this phenomenon may
not continue indefinitely. The dynamic nature of technology and time may lead to
change in customer preferences. Again, customers will be forced to review their
preferences with changes in policies and regulations of the ruling elite, which became
evident during the recent demonetization regime.

Customers today are left with a multitude of offers, options and opportunities when
choosing banking services. They are rapidly evolving in their use of banking services
and technologies. Changing customer preferences and behaviours indicate need for
introduction of new strategies and latest technologies to attract and maintain
customers. In fact, customer behaviours seem to change faster than lead times for new
products and services. The question of how far technology enabled banking services
has met the needs and expectations of customers in an ever changing dynamic
environment need frequent and timely investigations and revisions. The credibility of
entire banking system will be at stake if rapid changing customer preferences are not
identified or sensed, customers are not sufficiently informed, their fears, resistances
and issues are not resolved as and when required and real time solutions are not
offered
 QUESTIONNAIRE
Respected Sir / Madam,

I am pleased to introduce myself as Misba Taj. IV semester M.Com student

of PESIAMS College, Shivamogga. As a part of curriculum I have under taken
Dissertation on “A study on Customer Satisfaction towards E-Banking Services
with special reference to SBI”

I kindly request you to spend few minutes in filling this questionnaire. So that
you will be helping me to complete my project work..

Thanking you,

Yours sincerely,

Misba Taj
Name :
Address :

1. Gender
i) Male ( )
ii) Female ( )
2. Marital status:
i) Married ( )
ii) Unmarried ( )
3. Age:
i) Below 25 ( )
ii) Between 25-35 ( )
iii) Between 35-45 ( )
iv) Above 45 years ( )
4. Educational qualification
i) Matriculation ( )
 A study on Customer Satisfaction towards E-Banking Services with special
reference to SBI

ii) Pre University ( )

iii) Graduation ( )
iv) Post Graduation ( )
v) Others ( )
5. Occupation
i) Professional ( )
ii) Businessmen ( )
iii) Govt service ( )
iv) Student ( )
v) Others ( )
6. Monthly income
i) Less than 10000 ( )
ii) 10000-15000 ( )
iii) 15000-20000 ( )
iv) Above 20000 ( )
7. Which type of a/c do you have in SBI bank?
i) Savings A/c ( )
ii) Current A/c ( )
iii) FD A/c ( )
iv) RD A/c ( )
v) Others ( )
8. Do you know about E- Banking / Internet Banking Service?
i) Yes ( )
ii) No ( )
9. If Yes. How do you come to know about Internet Banking?
i) Friends ( )
ii) Relatives ( )
iii) Bankers ( )
iv) Advertisement ( )
10. Do you use Internet Banking services?

PESIAMS, Shivamogga Page 83

 i) Yes ( )
ii) No ( )
11. While opening up the account, are you aware of Internet Banking
services provided by your bank?
i) Yes ( )
ii) No ( )
12. How did you get to know about Internet Banking services of your bank?
i) Personal visit ( )
ii) Executive from the bank ( )
iii) Advertisements ( )
iv) Friends/ Relatives ( )
13. Which of the following Banking services are you aware of?
i) ATM ( )
ii) Debit Card ( )
iii) Credit Card ( )
iv) Mobile banking ( )
v) Internet banking ( )
14. How long have you been using the Internet Banking service?
i) Less than 1 month ( )
ii) 1 to 6 months ( )
iii) 6 to 12 months ( )
iv) More than 1 year ( )
15. By Which mode do you use Internet Banking?
i) Computer ( )
ii) Mobile ( )
iii) Other Source ( )
16. Have you performed any of the following activities on-line? (Please check all that
apply)
i) Tax filing ( )
ii) Purchased/sold financial product (e.g., stock, bonds) ( )
 A study on Customer Satisfaction towards E-Banking Services with special
reference to SBI

iii) Neither of these ( )

17. How frequently do you use an Automated Teller Machine (ATM) per month?
i) Less than 1 ( )
ii) 1 to 3 times ( )
iii) 3 to 8 times ( )
iv) 8 to 12 times ( )
v) over 12 times ( )
18. What is the main reason that you typically visit your bank branch (please choose
the single most important reason)?
i) to make a deposit ( )
ii) to get advice for investment options ( )
iii) to inquire about a balance ( )
iv) to withdraw cash ( )
v) other ( )
19. Have you purchased any product through Online
Sites?
i) Yes ( )
ii) No ( )
20. Approximately how many times have you purchased any product through the
Internet in the last 12 months?
i) Less than 1 ( )
ii) 1 to 3 times ( )
iii) 3 to 8 times ( )
iv) 8 to 12 times ( )
v) over 12 times ( )
21. Which of the following factors influence you the most to use Internet
Banking services?
More than Less than Not at
Factors Strongly average
average Average all
a All time
availability
b Ease of use

PESIAMS, Shivamogga Page 85

 A study on Customer Satisfaction towards E-Banking Services with special
reference to SBI
c Nearness

PESIAMS, Shivamogga Page 86

d Security
e Direct access
f Friends/
Relatives
g Status symbol

22. Which of the following benefits accrue to you, while using Internet
Banking services?
i) Time saving ( )
ii) Inexpensive ( )
iii) Easy processing ( )
iv) Easy fund transfer ( )
23. To what extent are you satisfied with your Banks’ Internet Banking services?
i) Highly Satisfied ( )
ii) Satisfied ( )
iii) Neutral ( )
iv) Dissatisfied ( )
v) Highly dissatisfied ( )
24. What do you expect from this Bank?
i) Trust and Care ( )
ii) Professional Quality Service ( )
iii) Immediate Response ( )
iv) Other specify ………………………………
25. What other services you would like to have through Internet Banking?
………………………………………………………………………………………
………………………………………………………………………

Thank you for the time you have spared for the interview. Your suggestions will
enable service providers to improve and enhance their services to suit their customer’s
requirements.
Date : ……………
Place : …………… Signature
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www.slideshare.net

www.sbi.in

PESIAMS, Shivamogga Page 89