“USER’S BEHAVIOUR TOWARDS ONLINE BANKING”

Submitted by
Candidate’s Name: Chandan Sanghai
Room No.: 16
Roll No.: 446

Supervised by
Prof. Sameer Kumar Lobwo
Department of Commerce (Morning)
St. Xavier’s College (Autonomous), Kolkata

Month & Year of Submission

April 2020

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 ACKNOWLEDGEDMENT

In this current situation of the globe there is ongoing battle of existence and in this people
who has determination to step forward will definitely gain success. Project is a link in
connecting theory and practical knowledge; with this determination I have taken on this
project. I with my heart would like to convey my thankfulness to each and everyone who
have helped me in this project.

Firstly, I would like to thank my College “The St. Xavier’s College” for providing me the
opportunity to undertake this research work.

I would like to express my deep sense of thankfulness to my Project Supervisor, Prof.

Sameer Kumar Lobwo, for much required direction and useful suggestions, which helped
me in preparing this work. Without his active guidance & inspiration the project could not be
completed and would not have taken proper shape and meaning.

Lastly, though important, I shall like to convey my sincere thanks to my dear parents, my
brother and my friends for their assistance and prayers for the completion of the project.

I am also grateful to all my respondents who have helped to finish my project successfully.

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 TABLE OF CONTENTS
CHAPTER TOPICS PAGE NO

1 INTRODUCTION

1.1 Abstract 4
1.2 Introduction 5
1.3 Literature review 6
1.4 Objectives of the study 7
1.5 Research Methodology 8
1.5 Limitations of the Study 9

2 CONCEPTUAL FRAMEWORK

2.1 Evolution And History of Banking Industry 10-11

2.2 Challenges of Online Banking Services In India 11
2.3 Need for Online Banking 12-13
2.4 Benefits of Online Banking In India 14
2.5 Online Banking Services 15
2.6 Limitations of Online Banking In India 15
2.7 Recent Changes in Banking Industry 16
2.8 Penetration of Forms of Online Banking In India 17-18

3 PRESENTATION, ANALYSIS AND FINDINGS

3.1 Analysis of Data and its Interpretation 19-29

3.2 Summary of Findings 30-31

4 CONCLUSIONS AND RECOMMENDATIONS

4.1 Conclusion 32
4.2 Recommendations 33

5 ANNEXURES 34-39

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 CHAPTER 1 – INTRODUCTION

1.1 ABSTRACT

Information technology Services is today important role in the evolutions and changes
happening throughout the globe. Internet Banking (IB) is one of the latest and most
innovative Product(Service) and is in the new fashion among the masses. The transformation
from the Formal Banking i.e. Offline Banking to Online Banking has seen a considerable
differences. This study helps in understanding the depth of the topic and various factors
influencing the customer’s acceptance of online banking in India as well as throughout the
world and hence go through the matters of perceived easiness in using, perceived usefulness
and perceived threat to use online banking.

In today’s world, e-business and e-commerce industry is majorly transformed into a

very important part of every strategy of business and became a very deep built medium for
overall enhancement of economy. This work has been done mostly by relying upon primary
data as well as secondary data and information. Objective of this study is determining the
present situation of Online Banking in India and simultaneously establish the extent and
advantages of Online Banking in compare to Traditional system of Banking. This project
filled major difference in available information regarding online banking and its background.
This study tries to provide current scenario of online banking in India.

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 1.2 INTRODUCTION
In today’s world scenario there is increasing online access to services. One of which
is growing with huge pace is E-banking. There are lot of money transferring hands including
online retailers, guided only over the Internet.

Banks are conventionally first mover in utilising techs in order to advance its
services. Banks over the period, been using communication channels for providing huge
variety of services. As attractiveness towards computers is increasing, effortless availability
of Internet, technology is aggressively utilised by them as means of gaining directives and
providing services to users. Above type is commonly known as Online Banking, even though
the varieties of services presented by various banks differ largely in its substance as well as in
complexity.

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1.3 LITERATURE REVIEW
Swinyard and Ghee (1985) concluded that ATM holders are different from non-holders on
various attitudinal quality. ATM holders were found to be much positive attitudes towards
technology, towards computers, towards changes and have more confidence. Age played
important role in research carried out on topic “Characteristics that affect the taking on
technologies” conducted by Zeithaml and Gilly They in their work, gave conclusion about
affect of how old any user is on the services they use; they found older users in relation to
younger ones, are the prime users of EFT’s, older ones are less probable in taking up new
techs, like ATMs. Few users thinks robustly about utilisation of techs dehumanizes processes
and worth of utility obtained from individual interference. Rugimbana (1995) differed
consumers' perceptual characteristics from demographic characteristics to forecast a retail
banking customer's ATM user status. While perceptual variables had a better forecasting
capability, he concluded age and occupation to be vital predictors of consumers' ATM usage
specifically in answering 'who' are the users. Customers who are educated, more wealthier,
and younger are more probable to use Online banking (Sathye, 1999; and Karjaluoto, 2002).
Karjaluoto(2002) guided that prior computer knowledge, such as Internet, mail and e-
payment had the much considerable impact on online banking practice, and also technology
experience. Former experience of technologies, particularly former experience of computers,
had considerable impact on consumer viewpoint and attitudes towards linked systems and
technology. Mattila(2003) recognized that domestic wealth and education had a considerable
effect of taking on Internet banking among adult consumers in Finland, whereas apparent
difficulty in using computers combined with low availability of personal service in e-banking
were top problems.

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1.4 OBJECTIVES OF THE STUDY

The first objective of the study is to obtain an understanding of the acceptance

behaviours of online banking services by customers in urban as well as sub-urban areas.
Given the demographic changes resulting from changes in age profile and household,
customer preferences towards e-banking is also evident in these regions; banks are committed
to build a value-creating customer groups to get the 'customer wallet' in these groups too.

The primary objectives of the research work are stated below:

 To understand the basic concept of online banking.

 To know current scenario of online banking throughout Indian Territory.

 To find out the embracement and penetration of online banking in Indian context.

 To measure the satisfaction level of people.

 To identify major sub-segments of customers based on their Present banking

behaviour

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1.5 RESEARCH METHODOLOGY
REGARDING DATA COLLECTION PROCEDURE-
Primary Data Sources:-

Primary data are collected by proper interviewing method and questionnaire method was
utilised to experimentally identify the extent of taking up of online banking throughout India.

Secondary Data Sources:-

Secondary data are gathered through various published sources and internet including
books of various publishers and research work carried out by others connected to the topic
are considered.

REGARDING SAMPLE-

It means the count of persons is being taken up for data. Even if greater sample size gives
more accurate findings as compared to lesser sample size because of restriction of time, the
same was limited to hundred samples. The samples are combined of various age as well as
profession.

REGARDING TOOLS-

Various statistical and analytical methods have been used in the study to depict a complete
picture of the market including features of Google Forms.

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1.6 LIMITATIONS OF THE STUDY
Each thesis carries its limitation, this work being no different has its fair share of limitations
too, few of them are stated below:-

 The research is on adoption of basic Online banking services in India but this study
was conducted for mainly Kolkata and my home town Katras only and all regions of
India are not covered.

 While collecting primary data, information were not collected from the service
providers.

 There were several time constraints.

 The size of sample was only taken as hundred from this huge population for this
project, greater the sample size more accurate will be the results.

 As the environment is changing continuously, the matters that are relevant in current
scenario can be irrelevant in future.

 The situation of “Corona Virus” pandemic has also affected my project as I cannot
take answers from respondents in the form of personal visits.

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 CHAPTER -2 CONCEPTUAL FRAMEWORK
2.1 Evolution and History of Banking Industry
Banking inside Indian Territory started during later years in 18th century. Two of the
initial banks were The General Bank of India, established in 1786, and the other one is Bank
of Hindustan, established in 1790; both of them are currently non-operational. The aged
operational bank is SBI, which too birth from Bank of Calcutta in year 1806(June), that after
few years converted into the Bank of Bengal. This was in those 3 presidency banks which
were established within charters of British East India Company, the remaining 2 are Bank of
Madras and Bank of Bombay. For many decades, Presidency banks acted as implied central
banks. These three banks were amalgamated in 1921 to create Imperial Bank of India, that
was, converted into SBI in 1955, after independence.

In early 1860’s Foreign banks started its operation in India, mainly in Calcutta. In
1869 HSBC started its operation in Bengal. In India Calcutta was treated as business hub,
primarily reason being trade carried on by British; hence it establishes as the banking hub too.

In early 20th Century, economy of Indiacomparatively stable. Indians had started

small banks, majorly serving particular ethnic and religious groups.

Between 1906 and 1911, many banks came into operation inspired
by Swadeshi Movement; many of them are still operational for example Canara Bank, BOI,
Indian Bank, BOB, Central Bank of India,etc.

Period of First World War (1914–1918) were very unstable, simply resulting in
collapse of at least 94 banks during this period.

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Post-Independence

In 1947, division of India strikes two major states of West Bengal and Punjab and their
economies adversely, halting banking transactions for months. The Indian Government has
taken various measures to involve actively in states’ economic activities, and 1948 Industrial
Policy Resolution of GOI promoted mixed economy, resulting large participation of the state
in various sectors of Indian economic environment which includes finance as well as banking
sector. The major steps taken includes:

The RBI, epic banking body of India, started in 1935(April). In1949, Jan 1it was nationalized
as per provisions of the RBI (Transfer to Public Ownership) Act, 1948.

2.2 CHALLENGES OF ONLINE BANKING SERVICES IN

INDIA

(a) Security is one of the major obstacles addressed in online banking.

(b) Quality of delivery service is another challenge faced by online banking sector - including
both speed of service and reliability on such service.

(c) Online banking is unusual for some folks in India reason being digital inequality and the
various type of internet environment and experience. In spite of this massive expansion of IT
Worldwide, Indian Consumers are still using traditional methods of banking.

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2.3 NEED FOR ONLINE BANKING
In order to withdraw cash, request account statement or to deposit a cheque customer
himself is required to branch. In online banking, any transaction or inquiry is carried out
online from anywhere and anytime. Online banking is transforming from "nice to have" to
"need to have" service.

Banks have always been first mover in using technology to upgrade their products
and services. Over many decades, banks are utilizing electronic and telecommunication
networks in order to a deliver huge range services. The delivery channels include various
devices such as telephones, mobiles etc., which prospered with the increasing use of
computers and easy availability of Internet.

Bank
Information Technology

Customer

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2.4 BENEFITS OF ONLINE BANKING

There is large population of educated youngsters who are unemployed, having capability of
reading and writing present in state. They can be provided with the requisite proficiency in
small span of time.

 24 hour banking facility

 Helps in accessing account from anywhere

 Transaction speed
 Easy Accessibility
 Efficiency
 Cost Saving

Advantages in the view point of banks

 Branding can be done in more meaningful manner.

 Can be helpful in providing good and fast response to users.
 Help to compute economic values of various activities easily.
 Helps in reduction in cost and maximise gains

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2.5 ONLINE BANKING SERVICES

 Online Portfolio Management Services

 Bill Payment Service
 Fund Transfer
 Booking Railway & Airline Tickets
 Shopping at your Fingertips
 Premium Payments
 EMI Payments
 Online Fees Payments,etc.

2.6 LIMITATIONS OF ONLINE BANKING IN INDIA

 Being a developing nation there is poor infrastructure and poor skilled workforce.
 Computer knowledge is low which is gradually developing and information
technology is in developing stage.
 With intense opportunities, it also includes few risks too, major being
 Risk related to finance
 Risk related to operations (Ex: Risk of security, misuse of process by
customer)
 Risk of legal nature (Ex: lack of well established legal back end, money
laundering can become active)
 Risk related to strategy
 Risk related to reputation
 Risk of credit
 Risk of market and
 Liquidity risks.

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2.7 RECENT CHANGES IN BANKING INDUSTRY

Banking sector has gone through a unexceptional change in terms of service providing by
using automated, self-service model of ATM, credit cards, Internet and PDA based platforms.
The focus of banks in India is to encourage and invent these various modes of delivery by
offers and discounts, new off-site ATM installations, free access, sharing of networks, and
bundling of services. E-banking, mobile banking, Tele-banking etc is transforming the
industry and creating huge impact on banking relationships.

Channels
Various channels offered by banks to reach their various services including banking services:

 Automated Teller Machines (ATM).

 PC Banking.
 Tele-Banking.
 E-CHEQUE
 Mail is used by many banks to take up deposits(cheque) and providing bank statements to
customers.
 Real Time Gross Settlement (payment & settlement system).
 Direct Deposit.
 Electronic Bill Payment.

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2.8 PENETRATION OF FORMS OF ONLINE BANKING IN
INDIA

Debit cards, ever since are being used many times more than the credit card numbers. The
84.06 Crores (840.6 million) debit cards out there far more than the 5.03 Crores (50.3
million) Credit cards as of June 2019.

Net Electronic Fund Transaction (NEFT) transactions was large where over Rs.4500 lakh
crores is transacted in march 2020, most of settlement between brokers on bond and stock
exchanges carried out by RTGS, as well as other large amount payouts.

Source: www.capitalmind.in

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For purely electronic systems:

Transaction in June, 19

While numbers of transactions are maximum for Debit and credit cards, the major chunk of
amount is in the form of EFT, having more than 80% of amount transacted, 14% of
transactions amount are through ECS, these are now especially used in debiting salaries by
many corporate, and EFT is used for payment of pension, Dividends, EMI’s etc.

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 CHAPTER-3 PRESENTATION, ANALYSIS AND FINDINGS

3.1 ANALYSIS OF DATA AND ITS INTERPRETATION

 Chart 1.
While opening an account the level of awareness among users about online banking
services given by the bank:-

Level of Awareness No. of Respondents Percentage

Highly aware 56 56%

Have an idea 41 41%

No idea 3 3%

Total 100 100%

Figure 1

Interpretation

According to Chart 1, during opening an account percentage of respondents completely

aware about online banking services given by bank is 56%, respondents with some awareness
accounts to 41% and percentage of respondents having no idea about online banking facilities
are 3%. It can apparently, be assumed that above 95% of the respondents have knowledge of
online banking facilities.

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  Chart 2.

Various sources of knowledge of respondents regarding online banking facilities:-

Sources No. of Respondents

Visiting Personally To
27
Banks

Bank’s Executive 25

Advertisements 50

Relatives / Friends 48

Others 18

Figure 2

Interpretation

Chart 2 depicts the percentage distribution regarding various source of knowledge inrelation
to online banking; the large numbers are going with advertisements, scoring 50% among
various sources like personally visiting banks, banks’ executives, advertisements and
relatives/friends. The lowest score is for executive from banks and from other sources.

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  Chart 3.

Awareness about following Online Banking Channels:-

Services Percentage

ATM 97%

Credit Card 80%

Debit Card 99%

RTGS 73%

NEFT 79%

Mobile Banking 97%

Internet Banking 92%

AEPS 38%

Figure 3

Interpretation

Online banking includes channels in forms of ATMs, Credit Card, AEPS, Debit cards,
Mobile Banking etc. Among above channels respondents are more aware about debit cards
(99%) as depicted in chart 3 followed by ATM (97%), Mobile Banking (97%), while last
being AEPS having awareness level of 38%.

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  Chart 4

Users of Online banking services:-

No. of Respondents Percentage

Users 93 93%

Non Users 7 7%

Total 100 100%

Figure 4

Interpretation

Chart 4 provides that the people who are aware (which is 97 in count) nearly 93 respondents
use online banking, i.e. 93% of total respondents.

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  Chart 5.

How frequently respondents use different channels of baking services are summarised
below:-

Services Daily Weekly Fortnightly Monthly Rarely

ATM 1 40 19 22 14

Debit
8 42 16 21 8
Card

Credit
3 11 6 11 41
Card

Phone
21 27 8 13 23
Banking

Mobile
24 37 10 10 13
Banking

Internet
19 23 8 19 20
Banking

UPI 40 35 7 4 9

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Figure 5

Interpretation

UPI is most frequently used channels of online banking services which is clearly visible from
Chart 5, less frequent being Mobile Banking and Debit Card.

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  Chart 6.

Various factors that influence use of online banking:-

Above Below
Strong Average
Factors average average Never Total
Factor Factor
Factor Factor

Available all time 63 16 7 0 3 89

Ease of use 66 15 5 1 1 88

Nearness 57 17 7 1 2 84

Security 41 24 17 2 1 85

Direct access 54 21 9 0 2 86

Friends/ Relatives 24 23 21 6 9 83

Status symbol 14 19 18 14 18 83

Figure6

100
90
80
70
60
Never
50
40 Below average Factor
30
20 Average Factor
10 Above average Factor
0
Strong Factor

Interpretation

Chart 6 clearly depicts various factors that influence the use of online banking among them
ease of use scored highest followed by nearness and direct access etc. Very amusingly
relatives and friends, symbol of status are factors which are least influencing.

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  Chart 7

Benefits derived from Online Banking by its respondents:-

Benefits Percentage

Saves Time 97%

Less expensive 51%

Easily Processed 82%

Easy Transfer of Fund 81%

Secured than Carrying Cash 68%

Others 11%

Figure 7

Interpretation

Among multiple advantages accrued from the use of online banking like inexpensive, easy
processing, easy transfer of funds, etc., time saving is prime benefit derived as per 97% of
respondents.

Very amusingly, as per respondents easy processing is more favourable advantage than
inexpensiveness. The other advantage as per respondents involves in hand funds, middlemen
elimination and no need to contact executives those are rude.

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  Chart 8

Inconvenience faced in online banking by the respondents (users) of online Banking

facilities:-

Factors No. of Respondents Percentage

A Time consuming 7 7.6%

B Insecurity 24 26.1%

C ATM out of order 40 43.5%

Amount debited but not

D 49 53.3%
withdrawn

Change in mobile
E 34 37%
number

F Forgetting Passwords 37 40.2%

G Card misplaced 13 14.1%

H Card misuse 33 35.9%

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Figure 8

Interpretation

Amount debited but not withdrawn is the major inconvenience faced by the users of online
banking i.e. 53.3%, followed by ATM out of order (43.5%), password forgotten (40.2%) and
other inconvenience being misuse of card, card lost, etc.

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  Chart 9

Various causes of not availing online banking facilities by respondent:-

No. of
Factors Percentage
Respondent

Not Required(Traditional banking

A 13 44.8%
is satisfactory)

B Bothersome 1 3.4%

C Insecure 10 34.5%

D No access to internet/mobile 8 27.6%

E Lack of operational knowledge 9 31%

F Hidden costs 10 34.5%

Figure 9

Interpretation

Respondents who are not using online banking facilities, provided reason of not using it as
depicted in Chart 9. Most of them are satisfied with traditional banking, the other major
reasons being phobia of losing money(i.e. unsecured), and undisclosed cost.
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3.2. SUMMARY OF FINDINGS

 During opening an account percentage of respondents completely aware about online

banking services given by bank is 56%, respondents with some awareness accounts to
41% and percentage of respondents having no idea about online banking facilities are
3%. It can apparently, be assumed that above 95% of the respondents have knowledge
of online banking facilities.

 The percentage distribution regarding various source of knowledge in relation to

online banking; the large numbers are going with advertisements, scoring 50% among
various sources like personally visiting banks, banks’ executives, advertisements and
relatives/friends. The lowest score is for executive from banks and from other sources.

 People who are aware (which is 97 in count) nearly 93 respondents use online
banking, i.e. 93% of total respondents.

 Online banking includes channels in forms of ATMs, Credit Card, AEPS, Debit cards,
Mobile Banking etc. Among above channels respondents are more aware about debit
cards (99%) followed by ATM (97%), Mobile Banking (97%), while last being AEPS
having awareness level of 38%.

 UPI is most frequently used channels of online banking services lesser frequent being
Mobile Banking.

 Various factors that influence the use of online banking among them ease of use
scored highest followed by nearness and direct access etc. Very amusingly relatives
and friends, symbol of status are factors which are least influencing.

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 Among multiple advantages accrued from the use of online banking like inexpensive,
easy processing, easy transfer of funds, etc., time saving is prime benefit derived as
per 97% of respondents. Very amusingly, as per respondents easy processing is more
favourable advantage than inexpensiveness. The other advantage as per respondents
involves in hand funds, middlemen elimination and no need to contact executives
those are rude.

 Amount debited but not withdrawn is the major inconvenience faced by the users of
online banking i.e. 53.3%, followed by ATM out of order (43.5%), password
forgotten (40.2%) and other inconvenience being misuse of card, card lost, etc.

 Respondents who are not using online banking facilities, provided reason of not using
it. Most of them are satisfied with traditional banking, the other major reasons being
phobia of losing money (i.e. unsecured), and undisclosed cost.

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CHAPTER 4 CONCLUSIONS & RECOMMENDATION

4.1 CONCLUSIONS
In the nations similar to India, there is requirement of giving more advanced and tailored
services to users. Use of online banking is completely ready to boost rapidly between the public. Some
people currently are not utilising online banking facility, reasons being phobia of security hamper and
overheads (Hidden) etc. Thus related institutions of banking sector should take initiative to minimize
the problems and hesitations of public through various campaigns to make them aware about online
banking and creating advertisements that are more understandable in order to increase popularity of
online banking between all groups whether it being age wise, profession wise or income wise.
Additionally, as there is increase in demand by consumers, bankers need to regularly come up with
ground-breaking tailored facilities to be in competition. Online Banking is a technology that is
converting into need by the days passing. Online Banking is proving itself as thriving strategy for banks
to maximize profit in this changing market environment and with increased competition.

Since, people are becoming more used to the digital world there is constant rise in banking
users. The people who do not use online banking facilities just do not able to recognize the supremacy
of technology. In order to conclude, online banking does gives many advantages like building fresh
marketplace, decreasing cost of operation and reduced overheads.

In coming days, RBI guidelines on multiple areas of online banking will surely prove itself for
huge expansion of this type of banking and make sure security and confidentiality of users of online
transactions.

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4.2 RECOMMENDATIONS

Following are the recommendations that shall be used by the banks.

 They need to make sure that online banking is completely protected and protected for monitory
transaction similar to banking in traditional form.

 They shall host tutorial and talks in order to teach the customer about features of online banking
and about safety and confidentiality of their bank accounts.

 Older age customers generally lacks computer related knowledge. They are required to be
provided with basic knowledge needed for conducting online banking.

 They shall focus more on the ease that online banking can give to public in general, like not
visiting to banks regularly, etc., in order to inspire people to employ online banking.

 They shall focus on the cost that could be saved by using online banking by the users, like
reduction in cost of transaction, etc.

 Creating a basic platform which will help users to access multiple bank accounts with different
banks at a time without bearing any additional cost.

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ANNEXURE

BIBLIOGRAPHY

BOOKS

 Volume X of “The IUP Journal of Bank Management”.

 “Electronic Banking and Information Technology in Banks” by Malhotra –S. Chand and Sons.

 “Indian Banking in Electronic Era” by Kapatan

 Dr. A.K. Mishra – “Internet Banking in India”-Part I

ONLINE SOURCES

 www.allbusiness.com

 www.banknetindia.com

 www.bharatbook.com

 www.rbi.org.in

 www.mairec.org

 www.ehow.com

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Annexure

QUESTIONNAIRE
Greetings.

My name is Chandan Sanghai. I am a 3rd year B.Com (Honours) student at St. Xavier's
College (Autonomous), Kolkata.

I am interested in knowing your opinion on the online banking and other matters
related to the same.

All the information provided by you shall be kept strictly classified and shall only be
presented as a part of the summary statistics. The questionnaire should ideally take 5-
8 minutes of your time.

I thank you for your cooperation and support in helping me towards my research project.

1. Name ......................................................................

2. Age

15-18 18-25 25-40 Above 40

3. Are you a

Student
Businessman
Professional
Homemakers
Other

4. Educational Qualification

Higher Secondary & Below

Under Graduate
Graduate
Post Graduate

5. Do you use Online Banking?

a. Yes b. b. No

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6. Are you Aware about various online services that banks provide while account opening?

Highly Aware
Had some Idea
Not aware

7. Sources from where you get the knowledge about E- banking Services?
(Check all that apply)

Visiting Personally
Bank’s Executive
Advertisements
Friend / Relative
Others

8. Are you aware about following E- banking and related Services?

YES NO
ATM
Debit Card
Credit Card
Real Time Gross Settlement
Net Electronic Fund Transfer
Mobile Banking
Internet Banking
Aadhar Enabled Payment Service

9. What is frequency of using following Online Banking facilities by you?

Daily Weakly Fortnightly Monthly Rarely

ATM
Credit Card
Debit Card
UPI
Mobile Banking
Internet Banking
Phone Banking

10. What are various factors influencing you to use online banking?

Strongly Above Average Average Below Average Not at all

Available any Time
Easy to Use
Nearness
Secured
Direct Access
Friend / Relative
Symbol of Status

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11. According to you what are the various major benefits accruing from E- banking?
(Check all that Apply)

Saves Time
Low Cost
Processed easily
Easy Fund Transfer
Secured than Carrying Cash
Others

12. Various problems faced by you using online banking services?

(Check all that Apply)
Consumes Time
Insecure
ATM not working
Amount Deducted but not transferred
Mobile number changed
Forgetting Password
Card Lost
Fraud

13. What are reasons for not using E-Banking services?(Only to be answered by non - users) (Check
all that Apply)
Traditional Banking is satisfactory
Bothersome
Unsecured
Internet/mobile not available
Deprived of operating skills
Hidden Cost

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Annexure

St. Xavier’s College (Autonomous)

Department of Commerce

PROJECT COMPLETION AND PLAGIARISM VERIFICATION CERTIFICATE

Student Name: Chandan Sanghai

Room No.: 16 Roll No.: 0446

Title of the dissertation: USER’S BEHAVIOUR TOWARDS ONLINE BANKING

...............................................................................................................................................

The above dissertation (including, references) was scanned for similarity detection. The
report is as follows:

Software used: iThenticate Date: 12/05/2020

Similarity Index: 2% Total word count: 4825

The Similarity Index is in accordance with the College norms and such
rules have been explained to the student. The software report is attached.

The dissertation may be considered for submission.

Name of the Supervisor: Prof. Sameer Kumar Lobwo

Signature: …………………………………………………

Date: …………………….
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Annexure

Student's Declaration

I hereby declare that the Project Work with the title USER’S
BEHAVIOR TOWARDS ONLINE BANKING, submitted by me
for the partial fulfilment of the degree of B.Com. (Honours) at St.
Xavier’s College (Autonomous), Kolkata is my original work and has
not been submitted earlier to any other Institution for the fulfilment of
the requirement for any course of study. I also declare that no chapter
of this manuscript in whole or in part has been incorporated in this
report from any earlier work done by others or by me. However,
extracts of any literature which has been used for this report has been
duly acknowledged providing details of such literature in the
references.

Signature:
Name: Chandan Sanghai
Address: 150 C.R. Avenue

Place: Kolkata Room No.: 16

Date: Roll No.: 0446

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