A

SYNOPSIS REPORT
ON
BANKING SYSTEM

AT
SBI BANK

Submitted
By
MD YASEER ARAFATH
H.T.NO: ***
PROJECT SUBMITTED IN PARTIAL FULFILLMENT FOR THE AWARD OF DEGREE OF

MASTER OF BUSINESS ADMINISTRATION

Department of Business Administration

AURORA’S PG COLLEGE
PEERZADIGUDA
(Affiliated to Osmania University)
2023-2024
 Aurora’s PG College ,PEERZADIGUDA
Department of Management

SYNOPSIS

Title of the Project : BANKING SYSTEM

Student Name :MD YASEER ARAFATH

Hall Ticket Number : ***

Signature of the Student :

Signature of the Guide :

 INDEX
.No. CONTENTS PageNo

1 TITLE OF THE PROJECT

2 STATEMENT OF THE PROBLEM

3 INTRODUCTION

4 AIMS AND OBJECTIVES

1) NATURE OF THE STUDY
2) SCOPE OF THE STUDY
3) DATA COLLECTION METHODS
4) TOOLS FOR ANALYSIS
5) CHAPTERISATION
INTRODUCTION

Electronic Banking System means the electronic banking system used by Us to

provide You with transactional banking products and services (which are referred to
throughout these Electronic Banking Terms and Conditions as the Services) as these may
change over time and regardless of the title given to such system from time to time and
includes a self-service application. These Services include things like electronic Bank
Account statements and balances, cash management statements and balances, money
transfer facilities, third party payment facilities, cross border payments, foreign exchange
transactions, securities transactions and trade transactions.

Electronic Banking System means the components that permit you to make or initiate
Transactions through the various Services, including telephone lines and equipment,
Personal Computers (PCs), computer systems, mobile devices, Internet access and web
sites, and the automated clearinghouse system.

lectronic Banking System means the components which permit you to make or initiate
Transactions through the various services including, but not limited to, POS Terminals,
telephone lines and equipment, Personal Computers (PCs), computer systems, Internet
access, and web sites.

Meaning of E-Banking:
Banks give administrations or bank services to draw in clients, from giving advances,
issuing of debit cards and credit cards, computerised monetary services, and surprisingly
personal services or administrations. Even so, some fundamental present-day
administrations are presented by many commercial banks.

Electronic banking has many names like web-based banking, e-banking, virtual banking,
or web banking, and online banking. It is just the utilisation of telecommunications
networks and electronic networks for conveying different financial services and products.
Through e-banking, a client can acquire his record and manage numerous exchanges
utilising his cell phone or personal computer.
Services Under E-Banking:
 Mobile Banking:
 Electronic Clearing System (ECS):
 Smart Cards:
 Electronic Fund Transfers (ETFs):
 Telephone Banking:
 Internet banking:
 Home banking:
NEED OF THE STUDY:
E-banking provides many advantages for banks and customer’s. E-banking has made life
much easier and banking much faster for both customers and banks.
Main advantages are as follows.
 It saves time spent in banks
 It provides ways for international banking.
 It provides banking throughout the year 24/7 days from any place have internet access.
 It provides well-organized cash management for internet optimization
 It provides convenience in terms of capital, labour, time all the resources needed to make a
transaction.
 Taking advantage of integrated banking services, banks may compete in new markets, can
get new customers and grow their market share.
 It provides some security and privacy to customers, by using state-of-the-art encryption and
security technologies.
SCOPE OF THE STUDY

To day the customer demands the services of banks 24 hours where he lives even he is in
the airplane.

Now in this modern age the entire banking structure has been changed due to widespread
internet technology. Now all the business like commerce, trade, import, export, purchase
and sale of goods is relying upon electronic banking. By using the advance electronic
technology the banking services are fast and economical.
There is a saving time an saving of money in the use of E.banking. If any country wants to
work in the world market, it will have to improve the banking services at international
level because old traditional banking is not acceptable in the changing global economy.

The online banking facility has been provided by the large number of commercial banks.
On other hand credit card facility is also available in the various commercial banks. Now
every bank wants to attract the customers and for this purpose the offers the latest
facilities so i seems that no any bank will survive in the market if he fails to provide up
date facilities.
OBJECTIVES OF THE STUDY

 To study customer awareness about the E-Banking services provided by the bank.
 To examine customer satisfaction level in the E-Banking services
 To analyse the reason for preferring E-Banking service in the bank
 To evaluate the customers perception about the E-Banking services.
RESEARCH METHODOLOGY

Research Methodology is a way systematically to solve the research problem. It may be understood as
a science of studying how research is done scientifically. It is necessary for the researcher to know not
only the methods or techniques b A also the methodology.

Research design:

Research design is the plan, structure, and strategy of investigation conceived so as to obtained
answers to research questions. Research design is purely a framework or a plan for study that guides
in the collection of data. Descriptive research design is adopted for analyzing the data.

Research Method:

The research design is a Descriptive Research.Descriptive statistics was tabular, graphical &
numerical summaries of data. Its main purpose is to facilitate the presentation and interpretation of
data. Descriptive Research design involves description of the variables making up the demographic
and geographic profile of the sample

Source of data:

 Primary Data:

Primary data has collected directly from customers through structured questionnaires
(Individual sample units)
 Secondary Data:
Secondary data has collected from the various magazines, journals, website of the bank and
various websites.
Sampling Method:

The population includes male and female customers residing in the area of Hyderabad with the
criteria: Customers with the bank. In this project convenience sampling method is followed.

Definition: Convenience.

In convenience sampling, a sample is obtained by selecting convenient population elements from

the population.

Sample Size:

Our Sample size was 50, who fulfill the basis criteria- Customers with the bank.

Sampling unit:

A sample unit is a single individual, who is having SBI accounts.

Data collection method:

Self-administered Personal survey method was used to collect the necessary data. For this
purpose appropriate questionnaires were designed.

Data collection instrument:

Appropriately designed questionnaire to facilitate self-administered surveys with simple standard

questions were used to collect data.

Structure of Questionnaire:

The questions formulated were structured and non-disguised. The questions were asked in order to get
all the necessary information and to see that the respondents could answer them with case. This
pattern adopted facilitated in analyzing the data.

QUESTIONS TYPE:

1. Dichotomous questions
2. Multiple choice questions
3. Open questions

LIMITATIONS OF THE STUDY

1. This study is limited to SBI only.

2. This study is limited to know the awareness of SBI customers i.e., account holders of
Hyderabad region.
3. Very small sample size is taken.
4. The study is limited to a limited duration.
5. The study is limited to a particular subject.
 CHAPTER-II
REVIEW OF LITERATURE
REVIEW OF LITERATURE
An attempt has been made to put forward a brief review of literature based on a few of the related
studies undertaken worldwide in the area of e-banking as follows.

Ansari, Seharish J. & Khan, Nisar A. (2017)

Have tried to analyze the progress and challenges of ebanking in India from 2011 to 2016, also
throwing some light on the status of retail electronic payments in the post-demonetization period.
Their study shows that the number of internet users has increased from 2,231,957,359 to
3,424,971,237 in 2016, which is around 53.45% increase during the period. Also, the penetration
of internet as a ratio of population has increased from 31.8 % in 2011 to 46.1% in 2016. There has
been a continuous increase in the number of debit card and credit card users. The number of
transactions through credit card increased at a CAGR of 22.25% whereas the number of
transactions through debit cards increased at a CAGR of 12.33% during the period of study. Post
demonetization i.e., from November 2016 to May 2017, RTGS (real time gross settlement), NEFT
(national electronic fund transfer) and UPI (unified payments interface) increased at a CAGR of
4.72%, 1.95% and 60.50% respectively. Mobile banking declined continuously. Their study also
mentions the challenge of increasing number of internet users and the requirement of banks to be
able to meet out the expectations of these tech savvy people.

Chauhan, V. & Chaudhary, V. (2015)

Focused on understanding the concept of internet banking and its benefits from the perspective of
consumers as well as banks and the current scenario of internet banking. The growth percentage
of mobile banking from 2010 to 2014 had been the highest that is 495.64% while credit cards had
seen the least growth from the same period at 11.07%. NEFT and RTGS transactions were at
602.69% and 89.29% respectively. They concluded that most of the banks have implemented e-
banking facilities that are beneficial both for the consumers and the banks but then there are issues
of safety, security, and reliability which the banks must adhere to.

Manikyam, Ratna (2014)

Analyzed the impact of liberalization, privatization, and globalization on Indian banks and the
resultant opportunities and challenges. The study revealed that the biggest challenges for banking
challenge for the mass and companies and those Indian banks should come up with differentiated
products to stand at par with foreign banks. Further, the study also emphasized building
knowledge-driven organizations for surviving the competition from the banks globally. The above
studies done on e-banking have focused on its progress and its challenges it. The concern is more
on the technological aspects of banking. They have not focused on the digitalization of the
banking sector and the various components of e-banking and how the economy will move towards
being a cashless economy, given the present state of internet penetration and different schemes
launched by the Govt. of India and RBI.

(Nerme et al., 2015).

There are different ways to put the customers in different segments. One characteristics can be the
age. The different segments need different amounts of information and different ways the
information is provided. The younger segment is riskier and will adopt to Internet Banking faster,
than the older, more careful, segment. A reason for that is that the younger segment is more
familiar with the technology

(Nerme et al., 2015).

Other segmentation variables can be the attitudes and motivations regarding technology based
distribution channels.

(Jham, 2016).
The impersonal nature of the online environment, the extensive use of technology, and the
inherent uncertainty of using an open infrastructure for transactions are unique dimensions of
customer’s trust in Internet Banking

A.T.Mohammed, (2012)1,
In his research article entitled on E-Service quality strategy: Achieving customer Satisfaction in
online’, has emphasized that online banking requires formulating a strategy of building of
framework for web based e-service quality model in internet banking services. Online banking for
the customer satisfaction which can lead to build and measure an innovative e-services 9 model
that is applicable to evaluate the web based internet banking services quality. The researcher said
the services quality determines the customer satisfaction of online banking. Researcher also
studied the 1. Gap model in service marketing, 2. Theory of gap model, 3. Magnitude and
direction of each gap, 4. Application of the gap model, 5. Cronrons 1984 model, 6. Evaluated
performance of normalized quality model, 7. Technology acceptance model and existing
technology service quality model. The researcher measures E-service quality and evaluated 1.
Service information gap, 2. Service standard gap, 3. Service performance and service
communication gap.

Akinyosoye, (2011)
in his research article entitled on ‘Customer Preference for E-Banking services: A Case study of
Selected Banks in Sierra Leone’, researcher his found that online banking has a lot of benefits
which added to customers satisfaction in terms of better quality of service offering and at the
same time enable the banks gain more the success of e-banking service and thus constitute major
concern to financial institutions and customers. Researchers selected 360 respondents and used
four pointlikrt scale method for purpose of measurement of customer’s satisfaction. He finally
concluded that many people are increasingly using this service. E-banking has become more
important phenomenon in the banking industry with continuous progress in information
technology. Finally e-banking experiencing transformation from cost based system to a paperless
system that is more convenient and reliable.

Al-Zubi (2011)
In his research paper entitled on ‘E-bnking functionality and outcomes of customers satisfaction:
An empirical Investigation’, stated that the adoption of e-banking had a positive effects on
customer satisfaction, loyalty and positive WOM (Word of Mouth). The study was aimed to
reveal the adoption of ebanking factors in the Jordan commercial banks, to determine the factors
which constitute e-banking functionality in the Jordan Commercial banks and to examine the
effect of customersatisfaction. The researcher gathered the 185 questionnaires, yielding a response
of 179 respondents. Researcher formulated various hypotheses pertaining to accessibility,
convenience, security, and privacy, content, design, speed, fees and charge have positive
influence on customer satisfaction. Apart from this security, privacy and content appeal have the
greatest impact on customer’s satisfaction.

An kit (2011)4,
In his research article entitled on ‘Factors Influencing Online Bnking Customer Satisfaction and
Their Importance in Improving overall Retention Levels: An Indian Banking Perspective’ focused
on investigation of the 10 major factors that influence online customers satisfaction with the
overall service quality of their banks. Today more and more Indian banks are trying to
differentiate themselves in a fiercely competitive Industry. The objectives of the paper are to
investigate the factors that influence the level of satisfaction of online customer (i.e. customer
using online or internet banking services) of selected retain banks and assessment of relative
significant of those factors on overall satisfaction of these online banking customers. Researcher
selected 250 sample sizes and used the primary source like questionnaire and interview. His
finding shows that a majority of the sample customers were in general, satisfied with the overall
service levels of their banks. Finally he has concluded that core services, problem resolution, cost
saved, convenience risk , privacy concerns were the major factors that strongly affect the overall
satisfaction of online customers.

Bello et.al (2010)

In his research article entitled on ‘Impact of E-banking on Customer Satisfaction in Nigeria’
examined and assessed the impact of ebanking services on customer satisfaction. He has studied
three banks in Nigeria He draw a sample of 180 people (60 in each bank) that maintain current
account with these banks. He analyzed the data using descriptive statistics and Chi-square. He
found that many banks customers in Nigeria are fully aware of the positive developments in
information technology and telecommunication. Customers perception of and reaction to their
developments are issues of concern to both Government and Banking Industry. He concludes that
electronic banking has become one necessary survival weapon and is fundamentally changing the
banking industry worldwide. Banks have to upgrade and constantly think of new innovative
customized products and services to remain competitive. Government should provide adequate
regulatory framework that will ensure customer protection and security of transaction. That way
bank customer’s confidence in electronic banking would be secured.

Rangan, V. Kasturi and Lee, Katharine L., (2012),

“Mobile Banking for the Unbanked “, the case describes in detail the workings of two mobile
banking operators in AfricaWIZZIT in South Africa and M-PESA in Kenya. It explores the
dimensions of strategy that make for success in the market for the unbanked. It raises questions
regarding the portability of the model to other countries and settings.

V. Raja, Joe A. (2012),

“Global e-banking scenario and challenges in banking system”, this paper is an attempt to explore
the various levels of internet banking services provided by banks using the secondary data. It also
compares the traditional banking systems with net banking. It lists out the various advantages of
internet banking and the successful security measures adopted by different banks for secured
banking transactions. It also analyzes how E-banking can be useful for banking industry during
this global financial melt down.

Van B., Paul, Veloso, Francisco M. and Oliveira, P., (2012),

“Innovation by Users in Emerging Economies: Evidence from Mobile Banking Services”, this
paper examined the extent to which users in emerging economies innovate, and whether these
innovations are meaningful on a global stage. To study this issue, the researcher conducted an
empirical investigation into the origin and types of innovations in financial services offered via
mobile phones, a global, multi-billion dollar industry where emerging economies play an
important role. The researcher used the complete list of mobile financial services, as reported by
the GSM Association (GSMA), and collected detailed histories of the development of the services
and their innovation process. Analysis of this study shows that 85% of the innovations in this field
originated in emerging markets. The researcher also conclude that at least 50% of all mobile
financial services were pioneered by users, approximately 45% by producers, and 5% jointly by
users and producers. Additionally, services developed by users diffused at more than double the
rate of producer-innovations. Finally, the researcher observed that threequarters of the innovations
that originated in emerging markets have already diffused to OECD countries and that the (user)
innovations are therefore globally meaningful.

Nel J., Boshoff C., Raleting T., (2012),

“Exploiting the technology cluster effect to enhance the adoption of WIG mobile banking among
low-income earners” This study investigated the attitude formation of low-income, non-users of
Wireless Internet Gateway (WIG) mobile banking, by including use of the Short Message
Services (SMS) as a moderator of attitude formation. A non-probability sample of 465 South
African non-users of mobile banking was drawn and clustered into High users and Low users of
the SMS, based on the average number of text messages sent in a week. The moderating effect of
"use of the SMS" was investigated by means of a structural equation modelling multi-group
analysis. The findings revealed that the influence of Ease of use on Attitude and of Self-efficacy
on Ease of use were stronger for High users and significantly different from Low users, while the
opposite was true for the influence of Facilitating conditions on Usefulness.
Oliveira P., Eric V. H., (2011),
“Users as service innovators: The case of banking services” Fond that 55% of today's
computerized commercial banking services were first developed and implemented by non-bank
firms for their own use, and 44% of today's computerized retail banking services were first
developed and implemented by individual service users rather than by commercial financial
service providers. Manual precursors to these services – manual procedures that carried out
functions similar to computerized services in our sample – were almost always developed by
users as self-services.

Mas I., Dan R., (2011)

, “Scaling Mobile Money”, Retail payment systems require scale to get off the ground and
struggle to grow incrementally. This is due to three factors: (i) Network effects: when it comes to
payment systems, the value of joining a network is directly proportional to the number of people
already on it; (ii) Chicken-and-egg trap: in order to grow, these systems must aggressively attract
both customers and cash-in/cash-out merchants in tandem, otherwise, merchants will stop offering
the service due to low transaction revenue and customers will not join the system because they
cannot access a convenient outlet; (iii) Trust: customers have to become comfortable going to
non-bank retail outlets to meet their cash-in/out needs and initiating transactions through their
mobile phones. Until a deployment serves a large number of customers, people will lack trust in
the new system, because they know few who can vouch for it. To overcome these barriers, mobile
money deployments need to reach a critical mass of customers as quickly as possible, lest they get
stuck in the ‗sub-scale trap‘. To do this, they need to get three things right. First, they must create
enough urgency in customers‘ minds to learn about, try and use the service. Second, they must
invest heavily in above and below the line marketing to establish top of mind awareness of (and
trust in) the service among a large segment of the population. And, third, they must incur
considerable customer acquisition costs (beyond marketing and promotion) to ensure that their
cash-in/out merchants are adequately incentivized to promote the service.

Traynor P., Amrutkar C., Rao V., Jaeger T., McDaniel P., Porta T. L., (2011),
“From mobile phones to responsible devices” Mobile phones have evolved from simple voice
terminals into highly-capable, generalpurpose computing platforms. While people are becoming
increasingly more dependent on such devices to perform sensitive operations, protect secret data,
and be available for emergency use, it is clear that phone operating systems are not ready to
become missioncritical systems. Through a pair of vulnerabilities and a simulated attack on a
cellular network, we demonstrate that there are a myriad of unmanaged mechanisms on mobile
phones, and that control of these mechanisms is vital to achieving reliable use. Through such
vectors, mobile phones introduce a variety of new threats to their own applications and the
telecommunications infrastructure itself. In this paper, we examine the requirements for providing
effective mediation and access control for mobile phones. We then discuss the convergence of
cellular networks with the Internet and its impact on effective resource management and quality
of service. Based on these results, we argue for user devices that enable predictable behavior in a
network—where their trusted computing bases can protect key applications and create predictable
network impact.

Ahmed S. M, Shah J. R., Md. A. I., Samina M., (2011),

“Problems and prospects of mobile banking in Bangladesh” This study revealed that 61 %
respondents think it saves time than traditional banking, the highest number of respondents use
mobile banking for ‘Air-time top-up’ service, that is 21%, out of 120 respondents 56%
replied it is less costlier than traditional banking, 100% respondents did agree that it is speedy,
and 38% respondents are upper class. Although this concept is new in Bangladesh but its
potentiality is high. From this research, other researchers and policy makers will get an insight
about the problems and prospects of mobile banking in Bangladesh.

Lin H. F. (2011),
“An empirical investigation of mobile banking adoption: The effect of innovation attributes and
knowledge-based trust”, This study developed a research model to examine the effect of
innovation attributes (perceived relative advantage, ease of use and compatibility) and
knowledge-based trust (perceived competence, benevolence and integrity) on attitude and
behavioral intention about adopting (or continuing to use) mobile banking across potential and
repeat customers. Based on a survey of 368 participants (177 for potential customers and 191 for
repeat customers), this study uses a structural equation modeling approach to investigate the
research model. The results indicate that perceived relative advantage, ease of use, compatibility,
competence and integrity significantly influence attitude, which in turn lead to behavioral
intention to adopt (or continue-to-use) mobile banking. Additionally, by using multi-group
analysis with t-statistics, the results found that the antecedents of attitude toward mobile banking
differ between potential and repeat customers.

Mas I., (2011),

“Capturing the Potential of M-Payments for the „Unbanked”, This article discusses the potential
of using mobile phones to greatly increase access to financial services in developing countries,
and reviews the main success factors in a mobile banking project.

Dube T., Kosmas N., Collins M., Lloyd C., (2011),

“Adoption And Use of SMS/Mobile Banking Services in Zimbabwe: An Exploratory Study” The
findings showed that although SMS banking was first, the service was still in its infancy.
Evidence showed that accessibility and affordability were the major drivers to the adoption of
SMS banking. The research confirmed the assertion that the appeal is more about accessibility and
affordability in developing countries. This has been exacerbated by the lack of regulation for
electronic banking in Zimbabwe. The study recommended an increased awareness campaign by
banks and development of policy and regulation for electronic banking in Zimbabwe.

Sudhakar A. M., Suryanarayana, (2011),

“Emerging mobile banking scenario and its adoption in India: a study”, With broadband
communication technological developments and mobile phones penetration(481 million by June
2009) into common man's life have triggered major thrust in the Banking service sector of India.
With Mobile Banking- a revolutionary approach to banking transactions has created a strong
connectivity between customers and the banks as both will transact with minimum cost and in
minimum time. It is a timely and its cost effective services can deliver mobile money to non-
banked poor people and will induce economic growth of the country. This article discusses the
status of Mobile Banking in India and other countries with emphasis on data security and
standards and its implication on banking sector.

Murillo R. H., Llobet G., Fuentes R. (2010)

“Strategic online banking adoption”, found out that bank-specific characteristics are important
determinants of banks‘adoption decisions, competition also plays a prominent role. The extent of
competition is related to the geographic overlap of banks in different markets and their relative
market share in terms of deposits. In particular, banks adopt online banking services earlier in
markets where their competitors have already adopted this technology. This paper is one of the
first to construct local banking markets using the geographic market definitions delimited by the
CASSIDI® Database compiled at the Federal Reserve Bank of St. Louis.

Alain Y. C., Keng B. O., Binshan L., Boon I. T., (2010)

"Online banking adoption: an empirical analysis" showed that perceived usefulness, trust and
government support all positively associated with the intention to use online banking in Vietnam.
Contrary to the technology acceptance model, perceived ease of use was found to be not
significant in this study.

Kenneth B. Y., David H. W., Claire L., Randall B, (2010)

"Offline and online banking - where to draw the line when building trust in e-banking?", found
that Traditional service quality builds customer trust in the e-banking service. The size and
reputation of the bank were found to provide structural assurance to the customer but not in the
absence of traditional service quality. Web site features that give customers confidence are
significant situation normality cues.
 CHAPTER – III
INDUSTRY PROFILE
COMPANY PROFILE
INDUSTRY PROFILE
INTRODUCTION
As per the Reserve Bank of India (RBI), India’s banking sector is sufficiently capitalised and
well-regulated. The financial and economic conditions in the country are far superior to any other
country in the world. Credit, market and liquidity risk studies suggest that Indian banks are
generally resilient and have withstood the global downturn well.

Indian banking industry has recently witnessed the roll out of innovative banking models like
payments and small finance banks. RBI’s new measures may go a long way in helping the
restructuring of the domestic banking industry.

The digital payments system in India has evolved the most among 25 countries with India’s
Immediate Payment Service (IMPS) being the only system at level five in the Faster Payments
Innovation Index (FPII).*

The Indian banking system consists of 12 public sector banks, 22 private sector banks, 46 foreign
banks, 56 regional rural banks, 1485 urban cooperative banks and 96,000 rural cooperative banks
in addition to cooperative credit institutions As of September 2021, the total number of ATMs in
India reached 213,145 out of which 47.5% are in rural and semi urban areas.

In FY18-FY21, bank assets across sectors increased. Total assets across the banking sector
(including public and private sector banks) increased to US$ 2.48 trillion in FY21.

In FY21, total assets in the public and private banking sectors were US$ 1,602.65 billion and US$
878.56 billion, respectively.

During FY16-FY21, bank credit increased at a CAGR of 0.29%. As of FY21, total credit
extended surged to US$ 1,487.60 billion. During FY16-FY21, deposits grew at a CAGR of
12.38% and reached US$ 2.06 trillion by FY21. Bank deposits stood at Rs. 162.41 trillion (US$
2.17 trillion) as of December 31, 2021.

According to India Ratings & Research (Ind-Ra), credit growth is expected to hit 10% in 2022-23
which will be a double-digit growth in eight years. According to the RBI, bank credit stood at Rs.
116.8 lakh crore (US$ 1.56 trillion) on 31st December 2021.
 As of February 2022, credit to non-food industries stood at Rs. 114.10 trillion (US$ 1.53 trillion).

INVESTMENTS

Key investments and developments in India’s banking industry include:

 As of February 21, 2022, the number of bank accounts—opened under the government’s flagship
financial inclusion drive ‘Pradhan Mantri Jan Dhan Yojana (PMJDY)’—reached 44.63 crore and
deposits in the Jan Dhan bank accounts totalled Rs. 1.58 trillion (US$ 21.25 billion).

 On November 09, 2021, RBI announced the launch of its first global hackathon 'HARBINGER
2021 – Innovation for Transformation' with the theme ‘Smarter Digital Payments’.

 In November 2021, Kotak Mahindra Bank announced that it has completed the acquisition of a
9.98% stake in KFin Technologies for Rs. 310 crore (US$ 41.62 million).

 In July 2021, Google Pay for Business has enabled small merchants to access credit through tie-
up with the digital lending platform for MSMEs—FlexiLoans.

 In December 2020, in response to the RBI’s cautionary message, the Digital Lenders’ Association
issued a revised code of conduct for digital lending
 On November 6, 2020, WhatsApp started UPI payments service in India on receiving the National
Payments Corporation of India (NPCI) approval to ‘Go Live’ on UPI in a graded manner.

 In October 2020, HDFC Bank and Apollo Hospitals partnered to launch the
‘HealthyLifeProgramme’, a holistic healthcare solution that makes healthy living accessible and
affordable on Apollo’s digital platform.

 In 2019, banking and financial services witnessed 32 M&A (merger and acquisition) activities
worth US$ 1.72 billion.

 In March 2020, State Bank of India (SBI), India’s largest lender, raised US$ 100 million in green
bonds through private placement.

 In February 2020, the Cabinet Committee on Economic Affairs gave its approval for continuation
of the process of recapitalization of Regional Rural Banks (RRBs) by providing minimum
regulatory capital to RRBs for another year beyond 2019-20 - till 2020-21 to those RRBs which
are unable to maintain minimum Capital to Risk weighted Assets Ratio (CRAR) of 9% as per the
regulatory norms prescribed by RBI.

GOVERNMENT INITIATIVES
 National Asset reconstruction company (NARCL) will take over, 15 non-performing loans
(NPLs) worth Rs. 50,000 crores (US$ 6.70 billion) from the banks.

 National payments corporation India (NPCI) has plans to launch UPI lite this will provide offline
UPI services for digital payments. Payments of upto Rs. 200 (US$ 2.67) can be made using this.

 In the Union budget of 2022-23 India has announced plans for a central bank digital currency
(CBDC) which will be possibly known as Digital Rupee.

 National Asset reconstruction company (NARCL) will take over, 15 Non performing loans
(NPLs) worth Rs. 50,000 crores (US$ 6.70 billion) from the banks.

 In November 2021, RBI launched the ‘RBI Retail Direct Scheme’ for retail investors to increase
retail participation in government securities.

 The RBI introduced new auto debit rules with a mandatory additional factor of authentication
(AFA), effective from October 01, 2021, to improve the safety and security of card transactions,
as part of its risk mitigation measures.
 In September 2021, Central Banks of India and Singapore announced to link their digital payment
systems by July 2022 to initiate instant and low-cost fund transfers.

 In August 2021, Prime Minister Mr. Narendra Modi launched e-RUPI, a person and purpose-
specific digital payment solution. e-RUPI is a QR code or SMS string-based e-voucher that is sent
to the beneficiary’s cell phone. Users of this one-time payment mechanism will be able to redeem
the voucher at the service provider without the usage of a card, digital payments app, or internet
banking access.

 As per Union Budget 2021-22, the government will disinvest IDBI Bank and privatise two public
sector banks.

 Government smoothly carried out consolidation, reducing the number of Public Sector Banks by
eight.

ACHIEVEMENTS

Following are the achievements of the Government:

 In January 2022, Unified Payments Interface (UPI) recorded 4.62 billion transactions worth Rs.
8.32 trillion (US$ 111.8 billion).

 According to the RBI, India’s foreign exchange reserves reached US$ 630.19 billion as of
February 18, 2022

 To improve infrastructure in villages, 204,000 point of sale (PoS) terminals have been sanctioned
from the Financial Inclusion Fund by National Bank for Agriculture & Rural Development
(NABARD).

 The number of transactions through immediate payment service (IMPS) reached 430.67 million
and amounted to Rs. 3.70 trillion (US$ 49.75 billion) in October 2021.

Banking India
 Public Sector

 Private Sector

 Foreign Bank
 Industry Contacts
 Indian Banks Association
 Reserve Bank of India
 Institute for Development and Research in Banking Technology
COMPANY PROFILE
SBI BANK PROFILE
Asia's state lenders provide a variety of goods and services to retail customers, small and
big businesses, government agencies, and institutional clients. It provides a variety of
sections, such as treasury, which includes whole-scale investment and purchasing of
derivative agreements and international money agreements; corporate/wholesale
economic, which includes financing the recreation of company accounts team, centre
corporate reports party, and pressured property management group; retail financial,
which includes branches of the state financial group and primarily includes personal
banking like lending techniques to corporate websites..
Company Website: sbi.co.in

State Bank of India - Soaring to New Heights

2020 On December 17, 2020, State Bank of India (SBI) won the Data Security Council
of India (DSCI) award for the ‘Best Security Practices in the Banking Sector”
State Bank of India (SBI) raised US$ 100 million in green bonds through private
placement

2019 SBI entered into an agreement with National Investment and Infrastructure Fund
(NIIF) to provide financing solutions to infrastructure sector

2018 Jio and SBI entered into a partnership to increase SBI’s digital customer base
multi-fold.

2017 Acquired State Bank of Travancore, State Bank of Patiala, State Bank of
Hyderabad, State Bank of Bikaner & Jaipur,State Bank of Mysore and Bhartiya
Mahila Bank (BMB).

2011 State Bank of India recorded debit card base of over 70 million.

2009 State Bank of India, entered into an agreement with the Government of Gujarat to
 create a fund of Rs 5.00 billion (US$ 103.41 million) for investing in equity of
infrastructure projects.

2004 State Bank of India, Bangalore Circle, has announced its tie-up with New India
Assurance Company Ltd (NIAC), for distribution of National Association of
Insurance Commissioners (NIAC) general insurance products in Karnataka.

2001 The Bank has incorporated a subsidiary SBI Life Insurance Company Ltd, for
doing life insurance business.

1998 The State Bank of India on Jan 27 took step into the payment cards business with
a joint venture agreement with US-based financial services giant, General
Electric Capital Corporation (GE Capital).

1987 The bank had sponsored 30 Regional Rural Banks covering 66 backward and
underbanked districts in the country.

1955 On July 1 State Bank of India was constituted under the State Bank of India Act
1955.

State Bank of India welcomes you to analyze the earth of premier account in India.

You are capable of working with comprehensive, useful data about the bank's executive summary,
the lender's development upgrades, the board of directors, financial data, and shareholder
information in this particular area. The lender started being actively engaged in low profit
restructuring known as neighbourhood treatments financing from 1973. Almost all of our branches
and management offices have a national sponsor and have a wealth of beneficial and motivating
activities under their belt. Since we believe in real lives and women everywhere in a variety of
ways, the small company is much more than just financially successful.

Our commitment to the development of the country is total and all-encompassing.

Development Of SBI With the establishment of the Bank of Calcutta in Calcutta on 2 Summer
1806, the cornerstone of the State Bank of India is unquestionably laid during the first decade of
the nineteenth century. January three additional years later, Bengal's economy was reestablished
and its financial system became its constitution (2 1809). The original joint supply of the United
Kingdom and India, financed by the national of Bengal, went out to be a unique institution. The
Bank of Madras (established in 1843) and the Financial Institution of Bombay (15 1840) followed
the Bank of Bengal from April to July. These three boat lending businesses remained at the
pinnacle of Asian modern banking until they merged to become the Imperial Bank of India on
January 20, 1921.

The three presidency banking institutions, which are primarily Anglo-Indian productions, may
have been created as a result of imperial monetary requirements and even because experienced
goals of regional European trade are not arbitrarily demanded from outside India's borders to
modernise its financial system. However, the development of theirs was influenced by ideas drawn
from very comparable advancements in Europe and the United Kingdom, as well as by changes
that were made to the platform with the help of the location trading and investing world and also
those who work with the interaction of the Indian monetary climate on the economic climate of
Europe as well as the global monetary framework.

Facilities

The establishment of limited liability, combined stock banking in India was signalled by the
facilities on the financial of Bengal. As a result, there has been a related development in banking,
namely the decision to let the lender of Bengal to challenge notes, which are valued for the fee of
general public revenues in a relatively small geographic area. Not only the Bank of Bengal but also
its two siblings, the banks of Bombay and Madras, benefited greatly from this certain right of
concern. It was intended to be an accretion owing to the money from the financial businesses,
capital into which the owners did not have to put any interest. The custom of accepting money
from local lenders for safekeeping (and in certain circumstances, potentially commitment on behalf
of the clients) hadn't spread due to the consistency of training throughout much of Asia, therefore
the deposit banking model was a development. Financial records and federal scales, nevertheless,
created nearly all of the energy that is investible for the banking institutions over a long period of
time and completely ahead of the next that the three presidential banking firms has the right of
state difficulty. The three financial organisations are governed by royal charters, which are often
altered. Four fifths of every constitution that was enlarged for show money had previously been
independently subscribed, along with every provincial and national federal government. The
members of the board of directors, who dealt with financial issues, were often hired proprietary
administrators, representing the primary management of European firms in India. The great
majority of candidates are necessarily national public workers, one of whom was recently chosen
to serve as the board chairman.

BusinessesBeginning as a student-run operation, the banking institutions were only able to

discount trade payments and other flexible private instruments. They also had to continue
collecting deposits and cash that was also expanding and issuing revenue notes. Loan amounts are
often limited to three days of vacation lodging in addition to the time that is appropriate.
Community securities, also known as organisations, served as the protection for these forms of
loans. Paper, bullion, treasure, plate, gems, or even goods that are not perishable and have almost
little interest may be recharged at a rate of twelve cents per item. Loans over commodities
including opium, indigo, salt woollens, satin, satin part goods, mule angle, and silk things had also
been offered, but this kind of funding via income loans began to acquire traction only outside of
the last 10 years of the nineteenth century. Many goods, like tea, sugar, and jute, that began being
sponsored recently, are pledged or even hypothecated to the bank account. Promissory documents
were completed by the debtor rather than the guarantor, and they were thereafter supported towards
the bank account. However, it is forbidden to finance against offers made to financial institutions
as well as in the mortgage of houses, farmland, or maybe some additional residences.

Even though the business of having on specific as well as salary rates was the monopoly that is
superior of individual Europeans together with the partnership firms of theirs, Indians were
unquestionably the largest customers against the deposit of the organization's report. Although the
government was concerned, the largest factor for the three financial institutions was really assisting
the second to periodically generate loans and in addition provide a quality of balance on the cost of
national securities.

large shift in these illnesses

After 1860, there was a significant improvement in the efficiency issues with the finance
businesses in Bengal, Bombay, and Madras. With the passage of the Paper Money Act of 1861, the
presidency's financial institutions were disbanded. Additionally, the Bank of Asia was reportedly
given the power to issue paper money in British India starting in March of 1862. The president's
financial institutions received instructions on how to manage and distribute the new currency, and
the federal government agreed to transfer Treasury notes to banks in locations where financial
institutions plan to establish branches. Maybe The charters have given the three banking firms this
kind of power, but they didn't get any until later (apart from the one that is also a fast body and was
the Bank of Bengal at Mirzapore in 1839). The three presidential bands started branch expansion in
a swift and timely manner since they were assured that they could employ federal Treasury
balances without incurring any costs at the locations where they would be opening limbs. By 1876,
the branches, firms, and suborganizations of these three presidential financing corporations had
secured the great majority of essential components and many of the Asian interior economic hubs.
While the Bank of Bengal had eighteen branches, including the head office, seasonal limbs, and
sub businesses, the Banks of Bombay and Madras each had fifteen.

initial five techniques The improvement of country Asia was given the better-years worry in 1951,
when the first five-year programme debuted. The country's production finance businesses, like
Imperial Financial of India, got till they confined their operations to the metropolitan area and
weren't prepared to react to the emerging goals of financial regeneration in the outlying areas. The
All Asia Remote Credit Score Review Committee advised the establishment of the state-partnered
and state-sponsored lender by acquiring the Imperial Loan Provider of India and integrating it with
the last state owned or possibly state connect banking institutions in order to assist you, therefore,
to be able to provide the financial strategy for the entire and unquestionably the rural market
specifically. A task was properly approved by Parliament in may 1955, with the stipulation that
Bank of Asia will be established in one single July of that same year. Over a fourth of the supplies
with the Indian banking system were fully used, and the remaining portion was quickly depleted
due to the condition's high demand. For a brief period of time, Hawaii Bank of Asia (Subsidiary
Banks) function ended up being terminated in 1959, enabling the State financial of India to require
significantly more than eight former state appropriate banks as its subsidiaries (simply known as
Associates).

Therefore, Hawaii Lender of India was established with a brand-new sense of purpose and the 480
work settings, including limbs, subwork environments, and three Local Head enterprises, inherited
from the Imperial Bank. From the idea of purposeful banking serving the expanding and
diversified economic needs of prepared development that is financial, the concept of financial as
fundamental repositories for the community's lenders and cost that is additionally to creditworthy
people quickly gave way. Hawaii Bank of India is meant to serve as the industry leader in this area
and guide the Indian banking sector towards the most intriguing areas of growth.

CHAPTER – IV
DATA ANALYSIS AND INTERPRETATION
 1. Gender

Details ?

Table:

Particulars Number of Respondents Percentage

Male 85.0 85.0

Female 15.0 15.0

Total 100.0 100.0
Chart:

Interpretation:

The result shows that majority of respondents i.e. 85% are males and the
remaining 15% are females.
 2. Q 2. Age Details?

Table: Particulars Number of Percentage

Respondents
Below 20 years 10.0 10.0

20-30 years 67 67
31-40 years 20.0 20.0
Above 50 years 3 3
Total 100.0 100.0

Chart:

Interpretation:

From the above data we can analyze that majority of the respondents are aged
between 20- 30years.
 3. Marital status of respondents?

Table:

Particulars Number of Respondents Percentage

single 25.0 25.0

married 75.0 75.0

Total 100.0 100.0

Chart:

Interpretation:

From the abovedata we can analyze that most of the respondents are married.
 4. Educational qualification of the

respondents? Table:

Particulars
Number of Respondents Percentage
SSLC 20.0 20.0

PUC 45.0 45.0

UG 30.0 30.0
PG 5.0 5.0
Total 100.0 100.0

Chart :

Interpretation:
The result shows that majority of respondents i.e. 45% fall under PUC , only 5%
of the respondents are post graduates.
 5. Occupational details of the respondents?

Table:

Particulars Number of Respondents Percentage

Student 5.0 5.0
Job Holder 55.0 55.0
Business 30.0 30.0
House Maker 5.0 5.0
Other 5.0 5.0
Total 100.0 100.0

Chart:

Interpretation:
The result shows that majority of respondents i.e. 55% are Job Holders.
 6. Respondents type of account in Indian Overseas
Bank? Table:

Particulars Number of Respondents Percentage

Savings A/c 75.0 75.0

Current A/c 20.0 20.0

NRI A/c 5.0 5.0
Total 100.0 100.0

Interpretation: From the above analysis we can analyze that majority of the
respondents are having Savings A/c in SBI and only few number of respondents are
holding NRI A/c .
 7. how long respondents are associated with Indian Overseas

Bank? Table:

Particulars
Number of Respondents Percentage
Less than a year 12 12
1-5 years 73 73
6-10 years 12 12
More than 10 3 3
years
Total 100.0 100.0

Chart:
Interpretation:
The result shows that majority of respondents i.e. 72.5% of the respondents are
associated with union bank from 1-5 years.

8. Whether the respondents are aware of E-Banking Services?

Table:

Particulars Number of Respondents Percentage

YES 95.0 95.0

NO 5.0 5.0
Total 100.0 100.0

Chart:

Interpretation:

The above results say that majority of the respondents are aware of the E- Banking
services offered by SBI .
 9. Type of E-Banking services respondents are

aware of?

Table:

Particulars Number of Percentage

Respondents
ATM 75.0 75.0
Internet Banking 17 17
Mobile Banking 8 8
Total 100.0 100.0

Chart:

Interpretation:
 The result shows that majority of respondents i.e. 75% of the respondents
accesses ATM Services, while remaining 25% of the respondents uses other e-
banking services.

10. How convenient is accessing E banking services?

Table:

Particulars Number of respondents. Percentage

Easy 45.0 45.0
normal 52 52

difficult 3 3

Total 100.0 100.0

Chart:
 Interpretation:

The above results says that majority of the respondents find normal while accessing E-
Banking services.

11. How Frequently respondents use E-Banking Services?

Table:

Particulars Number of Respondents Percentage

Once in a day 17 17
Once in a week 50.0 50.0
once in a fortnight 17 17
Once in a month 8 8
Infrequently 8 8
Total 100.0 100.0

Chart:
 Interpretation:

The above result shows that majority of the respondents access E- Banking services
once in a week.

12. Which Factors Influence Most To use E-

banking?

Table:

Particulars Number of Respondents Percentage

All timeAvailability 50.0 50.0

Ease Of use 30.0 30.0

Nearness 17 17
Direct access 3 3

Total 100.0 100.0

Chart:

Interpretation:

From the above data we can observe that half of the respondents, ie , 50% of the
respondents uses E-banking Services because of the all time availability of the E-
Banking services, 30% of the respondents use uses E-banking services because of ease
 of use and remaining 20% of the respondents use E-banking services for nearness and
direct access.

13. Benifts while using E-banking

services?

Table:

Particulars Number of Respondents Percentage

Time saving 42 42
Inexpensive 20.0 20.0
Easy Processing 38 38

Total 100.0 100.0

Chart:

Interpretation:
 From the above data we can observe that majority of the respondents, ie , 42.5% of the
respondents benefits time saving while accessing E-banking services while the others
benefits inexpensive and easy processing in accessing.

14. How convenient does respondent feel while using ATM?

Table:

Particulars Number of Respondents Percentage

Easy 50.0 50.0
Normal 50.0 50.0

Total 100.0 100.0

Chart:

Interpretation:
 From the above data we can analyze that, respondents does not feel any difficulty
while using ATM.

15. How Good is SBI ATM?

Table:

Particulars Number of Respondents Percentage

Much Better than other banks 17 17

Good 55.0 55.0

Excellent 23 23

Total 100.0 100.0

Chart:

Interpretation:

From the above date we can interpret that the ATM facility offered by SBI is Good
according to the customers perspective.
 16. Awareness of Mobile banking Services?

Table:

Particulars Number of Respondents Percentage

YES 70.0 70.0
NO 30.0 30.0

Total 100.0 100.0

Chart :

Interpretation:

From the above result we can obtain that majority of the respondents are aware of the Mobile
Banking services offered by SBI .
 17. Type of service liked by respondents in Mobile-Banking?

Table:

Number of
Particulars
Respondents Percentage
17 17
Account Balance Enquiry 35.0 35.0
35.0 35.0
Credit/Debit Alerts
10.0 10.0
Transaction History
3 3
Min Balance Alerts
Total 100.0 100.0

Chart:

Interpretation:
The above result shows that majority of the respondents use Mobile banking services for
Account Balance enquiry and Credit/ Debit Alerts.
 18. Satisfactory level of Complaints regarding E-Banking services?

Table:

Particulars Number of Respondents Percentage

Highly Satisfactory 25.0 25.0

Satisfactory 55.0 55.0

Neutral 20.0 20.0

Total 100.0 100.0

Chart:

Interpretation:

The above results shows that the respondents are satisfied with the complaints regarding E-
banking Services.
 19. How satisfied are the respondents with e-Banking services?

Table:

Particulars Number of Respondents Percentage

Highly Satisfied 30.0 30.0

Satisfied 42.0 42.0

Neutral 28.0 28.0

Total 100.0 100.0

Chart:

Interpretation:

The above results shows that, majority of the respondents are satisfied with the E-banking
Services offered by SBI .
CHAPTER – V
FINDINGS OF THE STUDY

From this study we can observe that majority of the respondents, ie, 42.% of the respondents
benefits time saving while accessing E-banking services.

 E-banking constitutes services provided in terms of ATMs, Debit Card, Credit Card, Phone
Banking, Mobile Banking, Internet Banking etc, of which the first six have been covered.
Amongst these ATM scores the largest used service status(75%), while mobile banking lags
behind by scoring the least ie.,7%, and Internet Banking with17%.
 To find out the level of usage amongst the service class, percentage has been calculated from
the total completely filled in questionnaires and the incomplete questionnaires were
discarded. The frequency of usage of ATM is highest followed by debit card.
 A study of the factors, influencing the usage was made by listing out various factors such as
all time availability, ease of use, nearness etc., and amongst the various factors all time
availability is ranked as the major motivating factor, followed by ease of use, direct access,
nearness in decreasing order of importance.
 When asked to list various benefits accruing from the usage of e-banking, timesaving
received highest percentage score at 42% among different benefits such as , inexpensive
(20%), easy processing (37%), easy processing feature scored more than the inexpensiveness
of the e-banking services. The other benefit securing to the people include ready availability
of funds, removal of middle men and no rude customer relation executives.
 Among the users, various problems that are encountered while using e-banking services.
Card misuse and its misplace are major reasons that create hurdles in its usage, while time
consumption, accounting mistakes such as amount debited but not withdrawn and change of
mobile number seem to be the least bothering problems.
 From the non users, an attempt was made to elicit the reasons for its non usage. Satisfaction
with traditional banking was considered as prime de-motivating factor, followed closely by
the fear of insecurity, then ‘hidden cost’ factor, which suggested their resistance to change,
which to some extent can be countered by aggressive advertisement and utilizing other
modes of awareness dissemination as well.
SUGGESTIONS

 Aligning roles and value propositions with the customer segments.

 Acquiring new capabilities through strategic alliances. The above can be implemented in
four steps.
 Familiarizing the customer to new environment by demo version of software on bank's web
site. This should contain tour through the features which are to be included. It will enable
users to give suggestions for improvements, which can be incorporated in later versions
wherever feasible.
 To provide services such as account information and balances, statement of account,
transaction tracking, mailbox, check book issue, stop payment, financial and customized
information.
 To include additional services such as fund transfers, standing instructions, opening fixed
deposits, intimation of loss of ATM cards.
 We can see the time is changing and we the passage of time people are accepting technology
there is still a lot of perceptual blocking which hampers the growth it’s the normal tendency
of a human not to have changes work on the old track, that’s also one of the reason for the
slow acceptance of internet banking accounts.
 Give proper training to customers for using E-banking
 Create a trust in mind of customers towards security of their accounts
 Provide a platform from where the customers can access different accounts at single time
without extra charge.
 Make the sites more users friendly.
 Customers should be motivated to use E- banking facilities more.
CONCLUSION

The usage of E-banking is all set to increase among the service class. The service class at the
moment is not using the services thoroughly due to various hurdling factors like in security and
fear of hidden costs etc. So banks should come forward with measures to reduce the
apprehensions of their customers through awareness campaigns and more meaningful
advertisements to make E-banking popular among all the age and income groups. Further, with
increasing consumer demands, banks have to constantly think of innovative customized services
to remain competitive. E-Banking is an innovative tool that is fast becoming a necessity. It is a
successful strategic weapon for banks to remain profitable in a volatile and competitive
marketplace of today. In future, the availability of technology to ensure safety and privacy of e-
transactions and the RBI guidelines on various aspects of internet banking will definitely help in
rapid growth of internet banking in India.
 BIBLIOGRAPHY

 Hand note on Problem-Centered Summer Internship Projects (SIP) and Business Consultancy Projects
(BCP): New Research Paradigms, Oswald A. J. Mascarenhas, S. J., Ph.D
 Jordon, Natarajan, “Banking Theory, Law and Practice”, Himalaya Publications, 19th Edition,
pp501-516
 JayaragavanItengar, “Introduction to Banking”, Excel Books, First Edition, New Delhi, pp220-233

Websites:
1. http://www.unionbankofindia.co.in/
2. http://money.rediff.com/companies/union-bank-of-india/14030018/ratio
3. http://capitaline.com/user/framepage.asp?id=1
4. http://web.ebscohost.com/ehost/detail?vid=4&hid=113&sid=473dc91e-3241-4a30-bcc0-
be8af351535e%40sessionmgr114&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3d
5. http://web.ebscohost.com/ehost/detail?sid=b94a600e-b778-4433-bd18-
6400f0fc15d8%40sessionmgr10&vid=1&hid=14&bdata=JnNpdGU9ZWhvc3QtbGl2ZQ%3d%3
d#db=bwh&AN=bizwire.c36014360
6. http://www.moneycontrol.com/competition/unionbankindia/comparison/Indian Overseas Bank
01
7. http://www.docstoc.com/docs/1021354/Banking-Industry-Analysis (imp)
8. http://www.managementparadise.com/forums/strategic-management-banking insurance/52883-
swot-analysis-indian-banking-sector.html
ANNEXURE-1

Questionnaire on E-Banking
Dear Respondent,
A)PERSONAL DETAILS
1. Name
2. Gender
Male [ ]
Female
[]
3. Age
Below 20 years [ ]
20-30 years [ ]
31-40 years [ ]
Above 50 years [ ]
4. Marital status of respondents
Single [ ]
Married [ ]
5. Educational qualification.
SSLC [ ]
PUG [ ]
UG [ ]
PG [ ]
6. Occupational.
Student [ ]
Job Holder [ ]
Business [ ]
House Maker [ ]
Other [ ]
7. Type of account in Indian Overseas Bank
Savings A/c [ ]
Current A/c [ ]
NRI A/c [ ]
8. How long respondents are associated with Indian Overseas Bank
Less than a year [ ]
1-5 years [ ]
6-10 years [ ]
More than 10 years [ ]
9. Type of E-Banking services respondents are aware of.
ATM [ ]
Internet Banking [ ]
Mobile Banking [ ]
10. E-Banking Services.
NO [ ]
YES [ ]
11. How convenient is accessing E banking services.
Easy [ ]
Normal [ ]
Difficult [ ]
12. How Frequently respondents use E-Banking Services
Once in a day [ ]
Once in a week [ ]
Once in a fortnight [ ]
Once in a month [ ]
Infrequently [ ]
13. Which Factors Influence Most To use E-banking
All time Availability [ ]
Ease Of use [ ]
Nearness [ ]
Direct access [ ]
14. Benefits while using E-banking services
Time saving [ ]
Inexpensive [ ]
Easy Processing [ ]
15. How convenient does respondent feel while using ATM
Easy [ ]
Normal [ ]
16. Type of ATM card used by respondents.
Credit card [ ]
Debit Card [ ]
17. How Good is SBI ATM
Much Better than other banks [ ]
Good [ ]
Excellent [ ]
18. Awareness of Mobile banking Services
YES [ ]
NO [ ]
19. Type of service liked by respondents in Mobile-Banking
Account Balance Enquiry [ ]
Credit/
Debit
Alerts [ ]
Transacti
on
History
[ ] Min
Balance
Alerts [ ]
20. Satisfactory level of Complaints regarding E-Banking services
Highly
Satisfact
ory [ ]
Satisfact
ory [ ]
Neutral [
]
21. How satisfied are the respondents with e-Banking services
Highl
y
Satisfi
ed [ ]
Satisfi
ed [ ]
Neutr
al [ ]