Updated Major Research Project Report 1

Major Research Project Report
On
E-BANKING SERVICES IN PUBLIC AND PRIVATE SECTOR BANK IN INDIA

WITH SPECIAL REFERENCE TO BOI AND AXIS BANK
Prepared By
William Hayford Armah - 92100424367
Ehsnullah Alikhail - 92100424345
Guided By
PROF SUDHANSU SHEKHAR PANDA
Assistant Professor
A Report Submitted to
Marwadi University in Partial Fulfillment of the Requirements for the BBA
in Faculty of Management Studies
March, 2024
MARWADI UNIVERSITY
Rajkot-Morbi Road, At & Po. Gauridad,
Rajkot-360003, Gujarat, India.
STUDENT DECLARATION
I hereby declare that this Major Research Project Report titled E-BANKING SERVICES
IN PUBLIC AND PRIVATE SECTOR BANK IN INDIA WITH SPECIAL
REFERENCE TO BOI AND AXIS BANK submitted by me to the Faculty of
Management Studies, Marwadi University is a BonafIde work undertaken by me and it is
not submitted to any other University or Institution for the award of any degree
diploma/certificate or published any time before.
Date: 2024
Place: Rajkot
William Hayford Armah - 92100424367

Ehsnullah Alikhail - 92100424345
MARWADI UNIVERSITY, RAJKOT i

ACKNOWLEDGEMENT
The success of this project has been a result of our dedication, and the immense
contributions of individuals who have shown us their support, guidance, and
encouragement. we would like to take this opportunity to express my heartfelt gratitude to
these wonderful souls
First, I would like to acknowledge Marwadi University for granting us the opportunity to
be a student in this great school and deeming it to provide us with a quality education that
has made this work a reality.
Further I am also indeed grateful to the Dean of management studies Dr. Sunil Kumar
Jakhoria, the Head of the Department of Management, Prof. Paras Rughani, The
Program coordinator Dr. Pragnesh Navlakha, project coordinator Dr. Sagar Gupta, and
my supervisor Prof. Sudhansu Shekhar Panda for proper guidance, supervision and
unwavering mentorship for the entire duration of this project. Through their expertise,
timely feedback, high standards, and support, I have been able to come up with quality
work that I am immensely proud of.
MARWADI UNIVERSITY, RAJKOT ii

TABLE OF CONTENTS
Contents
ACKNOWLEDGEMENT ............................................................................................................ ii
Chapter 1. .............................................................................................................................. 1
INTRODUCTION ..................................................................................................................... 1
1.1. BANKING IN INDIA ............................................................................................................... 2
1.2. E-BANKING ........................................................................................................................... 3
1.3. INDIAN E-BANKING: ............................................................................................................. 4
1.4. E-BANKING IN PRIVATE AND PUBLIC BANKS IN INDIA: ...................................................... 6
1.4.1 PRIVATE SECTOR: ............................................................................................................ 6
1.4.2 PUBLIC SECTOR BANKS: .................................................................................................. 7
Chapter 2. .............................................................................................................................. 8
LITERATURE REVIEW .............................................................................................................. 8
2.1. LITERATURE REVIEW: ........................................................................................................... 9
Chapter 3. ............................................................................................................................ 11
RESEARCH METHODOLOGY .................................................................................................. 11
3.1. STATEMENT OF THE PROBLEM .......................................................................................... 12
3.2. OBJECTIVE OF THE STUDY .................................................................................................. 13
3.3. SIGNIFICANCE OF THE STUDY ............................................................................................ 13
3.4. SCOPE/LIMITATION OF THE STUDY ................................................................................... 13
3.5. RESEARCH DESIGN.............................................................................................................. 14
3.6. SOURCE OF DATA ............................................................................................................... 14
3.6.1 PRIMARY SOURCE OF DATA .......................................................................................... 14
3.6.2 SECONDARY DATA......................................................................................................... 15
3.7. DATA COLLECTION.............................................................................................................. 15
3.8. SAMPLE SIZE ....................................................................................................................... 15
3.9. SAMPLING TECHNIQUE ...................................................................................................... 16
3.10. QUESTIONNAIRE DESIGN AND DEVELOPMENT .............................................................. 16
Chapter 4. ............................................................................................................................ 17
DATA REPRESENTATION & INTERPRETATION ......................................................................... 17
4.1. RESULTS AND DISCUSSION ................................................................................................ 18
4.2. DATA REPRESENTATION & INTERPRETATION.................................................................... 19
GENDER OF THE RESPONDENTS ............................................................................................. 19
4.3. AGE OF THE RESPONDENTS ............................................................................................... 20
4.4. EMPLOYMENT STATUS OF THE RESPONDENTS ................................................................. 21
MARWADI UNIVERSITY, RAJKOT iii

4.5. ANNUAL INCOME OF THE RESPONDENTS ......................................................................... 22
4.6. TYPE OF BANK ACCOUNTS ................................................................................................. 23
4.7. E-BANKING SERVICES USED BY THE RESPONDENTS .......................................................... 24
4.8. RISK RELATED TO INTERNET BANKING .............................................................................. 25
4.9. USAGE OF E-BANKING SERVICES ........................................................................................ 26
4.10. CONVENIENCE .................................................................................................................. 27
4.11. COST MEASUREMENT ...................................................................................................... 28
4.12. EASE OF USE...................................................................................................................... 29
4.13. SECURITY MEASUREMENT ............................................................................................... 31
4.14. SATISFACTION MEASUREMENT ....................................................................................... 32
4.15. IMPROVEMENT IN THE QUALITY SERVICES OFFERED BY THE BANKS ............................ 34
4.16. Reliability As Per Customer’s Needs ................................................................................ 35
Chapter 5. ............................................................................................................................ 37
FINDING, SUGGESTIONS AND CONCLUSIONS ........................................................................ 37
5.1. FINDING AND SUGGESTIONS: ............................................................................................ 38
5.1.1 FINDINGS:...................................................................................................................... 38
5.1.2 SUGGESTIONS: .............................................................................................................. 39
5.2. CONCLUSION: ..................................................................................................................... 40
REFERENCES AND BIBLIOGRAPHY ......................................................................................... 41
Annexure - Questionnaire .................................................................................................... 43
MARWADI UNIVERSITY, RAJKOT iv

Chapter 1.
INTRODUCTION
MARWADI UNIVERSITY, RAJKOT 1

1.1. BANKING IN INDIA
India's banking industry is rich and active, having its origins in the founding of the Bank of
Hindustan in 1770, which is often considered to be the nation's first bank. India's banking
industry has experienced tremendous expansion and massive transformation over the ages.
The central banking organization in India is the Reserve Bank of India (RBI), which was
founded in 1935 and is in charge of developing and carrying out the monetary policy for
the nation. In order to oversee and control many facets of the banking and financial system,
it is essential.
India's banking system is made up of a variety of institutions, including foreign,

cooperative, public, private, and regional rural banks (RRBs). The government owns and
runs public sector banks, including Punjab National Bank, Bank of Baroda, and State Bank
of India (SBI). Privately held companies that have been instrumental in the modernization
of the banking industry include the private sector banks, such as ICICI Bank, HDFC Bank,
and Axis Bank.
Through their subsidiaries or branches, foreign banks operate in India, introducing global
banking standards and knowledge to the nation. Cooperative banks, which are owned and
operated by their members, focus on specific communities or areas. Established as a joint
venture between the federal government, state governments, and sponsor banks, Regional
Rural Banks (RRBs) aim to advance financial inclusion in rural regions.
Digital banking has received a lot of attention in India in the last few years. The fast growth
of technology has resulted in widespread acceptance of internet banking, mobile banking,
and electronic funds transfers. This transition to digitization has increased the accessibility
of financial services, making it easier for clients to perform transactions and manage their
funds.
The promotion of financial inclusion has been the subject of several initiatives by the Indian
government, banks, and financial institutions. In order to guarantee that a greater portion
of society has access to formal financial services, these initiatives seek to provide banking
services to the unbanked and underbanked populations.

Not only does the RBI manage the banking and finance industries in India, but it also
consists of other regulatory agencies like the Insurance Development and Regulatory
Authority of India (The IRDAI) for the insurance industry and the Securities and Exchanges
Board of India (SEBI) for the stock market.
In general, the banking industry in India plays a crucial role in the country's economic
development by supplying necessary financial services, promoting economic expansion,
and adjusting to the changing demands of an ever-evolving and diversified populace.
1.2. E-BANKING
Through the smooth integration of technology into banking processes, electronic banking,
or e-banking, has completely changed the conventional financial services environment. The
term "e-banking" describes the delivery of several financial services and transactions over
electronic platforms, mainly the Internet. This creative method, which offers accessibility,
efficiency, and convenience on a worldwide basis, has drastically changed the way both
individuals and businesses handle their financial matters.
The limitations of conventional brick-and-mortar banking have been eliminated with the
introduction of e-banking, allowing clients to perform a wide range of financial transactions
from the convenience of their homes or offices. These operations cover a broad range of
services, such as electronic statements, the payment of bills, account management, and
online financial transfers. Furthermore, virtual banks—which only have online operations
and no physical branches—have become more prevalent because to e-banking, which has
simplified consumers' financial experiences even more.
Strong authentication and encryption protocols protect sensitive financial data, making
online security one of the main advantages of e-banking. By doing this, consumers may
trade with confidence and reduce the dangers brought on by cyber attacks. Additionally,
the real-time aspect of e-banking transactions improves the efficiency and speed of
financial activities, which increases the entire client experience.

1.3. INDIAN E-BANKING:
The development of technology and economic reforms in the last decades of the 20th
century began to influence the financial landscape of India, which is when electronic
banking, or e-banking, got its start. The following significant dates in Indian e-banking
history are listed:
● 1990s - ATM Introduction:

In India, the decade of the 1990s saw the introduction of Automated Teller
Machines (ATMs), which signaled the beginning of electronic banking. Before
regular business hours, clients may carry out simple tasks like checking their
balance and withdrawing cash via ATMs that banks began to install.
● The emergence of Internet banking in the early 2000s
In the early 2000s, as the Internet spread, online banking became more and more
popular. With the introduction of Internet banking, Indian banks enabled its
clientele to read statements, conduct transactions, and access their accounts over
safe online channels.
• 2004: National Electronic Funds Transfer (NEFT) system introduced by Reserve
Bank of India (RBI): In 2004, the NEFT system was introduced. Electronic money
transfers between banks nationwide were made possible by NEFT. Since then, it
has gained popularity as a means for interbank transactions and operates on a
delayed net settlement basis.
• 2010 saw the launch of mobile banking.
Around 2010, the growing use of smartphones in India gave rise to a surge in mobile
banking activity. To give its clients mobile accessibility to banking services
including account management, bill payment, and cash transfers, banks began
creating mobile applications.
• The Unified Payments Interface (UPI) (2009):
2010 saw the introduction of the Unified Payments Interface (UPI) by the National
Payments Corporation of India (NPCI). By enabling consumers to link several bank
accounts with a single mobile application, UPI completely changed the landscape
of digital payments. It changed the game for digital payments by making peer-to-
peer financial transfers easier.
● 2016: Digital Push and Demonetization:

the use of digital payment systems was sparked by the Indian government's 2016
demonetization initiative. The drive towards a cashless economy has resulted in a
rise in the awareness and utilization of electronic financial services, such as UPI
and mobile wallets.
● 2020s - Continued Technological Advancements:
E-banking in India kept developing throughout the 2020s as a result of technological

breakthroughs. Banks made investments in data analytics, artificial intelligence, and
digital infrastructure to improve the effectiveness, security, and user experience of
online banking services.
The evolution of internet banking in India may be seen as a constant process of

creativity and adaptation to shifting consumer demands and technological
advancements. The financial ecosystem of the nation is still embracing digital
technologies, which will influence Indian banking going forward.
Changes in customer tastes, governmental actions, and technology improvements have

all contributed to the significant expansion and use of electronic banking, or "e-
banking," in India. Please be aware that this response might not address events that
occur after that date.
Services Provided by Indian Banks: An extensive array of electronic banking facilities

is available. Online cash transfers, statements of accounts, utility payments, fixed
deposit administration, and balance inquiries are a few of them. Clients can use the
online banking systems that their banks have offered to access these services.
• Mobile Banking: As cell phones are used more often, mobile banking has
become more popular in India. Banks provide customers with flexible and
convenient mobile applications that let them conduct a range of transactions on
their cell phones. Features including mobile money wallets, instant QR code
payments, and biometric authentication are frequently included in mobile
banking apps.
• Digital Payments and Wallets: The use of digital payment systems has grown
significantly in India. The development of the Unified Payments Interface (UPI)
has been essential in enabling quick and easy money transfers between banks.

E-wallets for online and offline transactions, including Paytm, PhonePe, and
Google Pay, have grown in popularity.
• The Indian government has been proactively advocating for digital transactions
as a means of augmenting financial inclusion and mitigating the dependence on
cash. E-banking has expanded as a result of programs like Digital India, the Jan
Dhan Yojana, and Aadhaar-enabled payment methods.
• Regulatory Framework: When it comes to promoting and regulating
electronic banking services, the Reserve Bank of India (RBI) has taken the
initiative. It consistently publishes policies and requires security procedures to
safeguard client data and guarantee the dependability of online transactions.
• Obstacles: Although e-banking has advanced significantly, obstacles still exist,
including cybersecurity risks, the necessity for knowledge of technology, and
the requirement for reliable infrastructure in rural regions. It is imperative to
tackle these obstacles to guarantee the extensive integration of online banking
services among the heterogeneous Indian populace.
• Future Outlook: The future of e-banking in India is expected to be dynamic,
with continued advancements in technology. The adoption of artificial
intelligence, blockchain, and other emerging technologies may further enhance
the efficiency and security of electronic banking services.
1.4. E-BANKING IN PRIVATE AND PUBLIC BANKS IN INDIA:
the distinction between e-banking services offered by private and public sector banks in
India lies in factors such as innovation, service delivery, and customer experience.
1.4.1 PRIVATE SECTOR:
Electronic banking (e-banking) in private sector banks in India has experienced significant
growth and innovation over the years. Private banks, known for their proactive approach
and customer-centric strategies, have leveraged technology to enhance the overall banking
experience for their customers. Here are key aspects of e-banking in private-sector banks:
• Innovation and Technology

• User-Friendly Interfaces
• customer-Centric Approach

• Fintech Collaborations
• Digital Marketing and Branding
1.4.2 PUBLIC SECTOR BANKS:
Public sector banks in India have also embraced electronic banking (e-banking) to cater to
the evolving needs of customers and align with the government's digital initiatives. While
they may not always be as quick to adopt cutting-edge technologies as their private
counterparts, public sector banks focus on providing accessible and secure e-banking
services to a diverse customer base, including those in remote areas. Here are key aspects
of e-banking in public sector banks:
• Extensive Branch Network:

• Government Initiatives:
• Robust Security Measures
• Affordability and Accessibility
• Stability and Trust:
In conclusion, while private sector banks are often at the forefront of technological
innovation and customer-centric digital solutions, public sector banks focus on providing
accessible and secure e-banking services to a diverse customer base, including those in
remote areas. Both play vital roles in shaping the digital banking landscape in India. It's
essential to consider individual bank strategies and initiatives for a more detailed and up-
to-date analysis.

Chapter 2.
LITERATURE REVIEW

2.1. LITERATURE REVIEW:
The specific focus of this study is on the Indian banking sector's e-banking scenarios. This
research delves deeply into the advancements in technology and new ideas in banking
operations, exploring the variables that influence the uptake and use of e-banking in the
banking industry. Moreover, it examines the relationship that exists between technical
progress and creative banking methods in the context of online banking.
It explores pertinent ideas as well, lays out the study's contextual framework and concludes
with a brief summary of the important conclusions and revelations drawn from the body of
e-banking research.
According to K. Madavan and Dr. C. Vethirajan (2020)
The important topic of customer happiness in the e-banking industry is covered by K.

Madavan and Dr. C. Vethirajan in their study paper, "Customer Satisfaction on E-Banking
Services of Public and Private Sector Banks in Rajkot City." Understanding consumer
views and preferences is critical for both public and private sector banks, as the use of
electronic banking services grows. The writers conduct an empirical study to investigate
Puducherry's customer satisfaction aspects, providing banks with useful information to
improve their offerings.
According to Dr. P. Chengalrayulu, Dr. A. Nagaraju, and Prof. K. Rama Krishnaiah

(2020)
The State Bank of India (SBI) and ICICI Bank are the study paper's primary emphasis as it
examines the availability of e-banking services in Indian public and private sector banks.
The paper, authored by Prof. K. Rama Krishnaiah, Drs. P. Chengalrayulu and A. Nagaraju,
discuss the changing patterns of digital banking in the Indian financial industry.
Considering SBI's and ICICI Bank's significant roles, the study attempts to shed light on
how these big firms are influencing and adjusting to the e-banking environment.
According to: Dr. Suresh V and Dr. Naresh S (2022)
Drs. Suresh V. and Naresh S.'s study paper examines how public and private sector banks
in the Chennai district are perceived in terms of service quality and satisfaction when it

comes to online banking. With the banking sector being dynamic and relying more and
more on electronic services, the study intends to provide light on consumer preferences and
experiences with e-banking.
According to: Dr. S.P. DHANDAYUTHAPANI (2020)
The banking system is dynamic, and net banking has a significant impact on banking
relationships. Nowadays, banking is not limited to physical locations where customers must
visit in person to make cash withdrawals, deposit checks, or seek account releases for the
media. Any question or transaction is handled online with real net banking (also known as
anyplace banking) and is handled at any time, regardless of the branch. Offering online
banking is becoming less of a "great to have" and more of a "need to have." Since it's the
most economical way to provide financial services, online banking is currently the rule
rather than the exception in many industrialized nations.
According to: M. Narayanan1, S. Chandrasekaran (2023)
An overview of experienced banking efforts, a new trend for Indian financial companies,
is given in this paper. The financial system has been blessed with a systematic overhaul
and improvement. Client services are offered by the banking areas in India. The banking
quarter's sustained growth is aided by the financial improvement and strong financial
support for public area banks' banking initiatives, which assess the banking sports' practices
and advancement. The primary objectives of the examination are the buyer's use of green
banking initiatives and awareness of the offerings. They examine the theoretical analysis
that links green banking efforts to the banking sector's sustainable advancement.
Environmental actions are increased by novice financial services and duties that incorporate
sustainability concepts and awareness. After further analysis, it is determined that the
banking zone exceeds the programs and project-related awareness efforts. Many extra
efforts have been made by the banking industry in both the public and commercial sectors
in the area under investigation to diversify sports in environmentally friendly banking
initiatives.

Chapter 3.
RESEARCH METHODOLOGY

3.1. STATEMENT OF THE PROBLEM
The goal of the study is to address basic inquiries concerning problems facing the banking
industry. The following is an outline of the research problems:
• What is the present state of adoption and what obstacles do banks face when putting
electronic banking systems in place?
• Which noteworthy information technology advancements have an impact on or are
anticipated to have an impact on the expansion of the e-banking sector?
• How ready are banks to fulfill the demands of electronic banking for all of their
different activities, such as withdrawals and the completion of an ever-expanding
list of additional financial transactions?
Prior to the start of the new age in Indian banking, the sector was marked by bureaucracy,
inefficiency, and excruciatingly delayed customer service. However, the current generation
of banks have been extremely successful since switching to computer-based delivery
methods. According to Umoron (1999), there has been a growth in the volume and
complexity of activities, as well as more innovation in goods and services, financial
liberalization, the redesign of corporate processes, and better customer support. The
banking industry is constantly evolving, particularly with the introduction of electronic
banking capabilities that are revolutionizing the manual procedures that are the foundation
of Indian banking operations.
With the advent of the contemporary banking age, when online banking platforms play a
vital role, technological improvements have had an important impact on the operating
structure of Indian banks. Electronic banking has enhanced the overall quality and
efficiency of the banking system. It includes services like financial transfers, creating
deposit accounts, and electronic bill display and payment.
It is possible to provide electronic banking services in two main methods. First, in addition
to traditional channels, established banks with physical offices can provide similar services
online. Secondly, online banks can be created to provide just electronic financial services.
The study also investigates how customers respond to the use of electronic banking in terms
of how they are delivered, evaluates the degree of assistance offered by the system for

electronic banking that is currently in place, and looks at the problems and technological
areas that Indian banks must become proficient in in order to stay competitive in a global
basis.
3.2. OBJECTIVE OF THE STUDY
In addition, the research will try to look at how e-banking services fit within India's banking
industry. The financial system in India would also be impacted by this study. Consequently,
the following are the study's primary goals.
• To look at the extent of e-banking.

• To ascertain the extent to which e-banking services are accepted.
• To investigate the impact of security and privacy on consumers' satisfaction with
online banking services
• Examine the link between efficiency and reliability about the degree of consumer
satisfaction with online banking.
• Explore the advantages and difficulties of the Indian e-banking system.
3.3. SIGNIFICANCE OF THE STUDY
The online banking system that exists in India has several remarkable and significant
benefits. It is also highly relevant and significant. Electronic banking is acknowledged as a
contemporary banking paradigm that is expected to have a major impact on the expansion
and effectiveness of the Indian financial sector. After this study is finished, it will be even
more clear how important it is for all financial institutions especially those in the banking
industry to adopt electronic banking systems. The research will also outline the possible
benefits and obstacles related to the implementation of electronic banking.
Additionally, the study findings are expected to improve consumers' perceptions of their
alternatives by giving them a better knowledge and image of the financial services they
may need.
3.4. SCOPE/LIMITATION OF THE STUDY
The scope of the study will include an analysis of the possible benefits and drawbacks of
electronic banking, with a focus on how it may affect Indian banks. The research will treat

the many aspects of electronic services in the banking industry as contemporary features,
taking into account the significant technical changes that are visible in Indian banks. These
features include electronic fund transfers, automated teller machines, online banking, and
cash and electronic banking options.
It is important to recognize and account for any constraints that may arise throughout this
study.
● Not all bank employees possess an in-depth knowledge of all electronic devices
used in banking operations. This limitation arises from the potential difficulty in
obtaining comprehensive information from individuals lacking familiarity with
specific electronic gadgets when queried.
● Financial constraints may impede the release of critical information vital to the
research. The reduction in financial resources could limit access to paramount data
necessary for a thorough investigation.
3.5. RESEARCH DESIGN
Our research is Descriptive in nature research which gives a precise image of the indication
process used in both sectors. The descriptive research includes surveys as well as various
kinds of fact-finding inquiries. The focus of the statistical method places objectivity ahead
of intuition and judgements and it is simple to calculate average and percentage
3.6. SOURCE OF DATA
3.6.1 PRIMARY SOURCE OF DATA
primary data source was the first details that were gathered directly from the participants
for the current investigation. the primary data source for this study was acquired by
administering communication in the form of interviews to the chosen individuals. The
interviews were created to gather information about how employees and customers
perceive e-banking and how technology improves banking services and satisfies needs. The
study will get first-hand knowledge of the research variables through the collection of
primary data, enabling a thorough investigation of the connection between customers and
banking sectors. Specific insights straight from the participants will be provided via the
main data.

3.6.2 SECONDARY DATA
To obtain information and insights, a secondary data technique was also deployed. Data
that has been gathered by another party or for a different reason can still be used to further
our study goals. In this instance, we shall rely on already-existing global databases and
information about the subject at hand. The choice to use secondary data is influenced by
several factors; doing so enables access to a variety of previously collected data without
having to make intensive data collection efforts. Given the diversity of our research sample,
which consists of 100 personnel from two different sectors, this is extremely useful. With
the use of secondary data, the researcher analyses historical context and spots trends and
patterns. The researcher can examine how banking services serve, satisfy, and improve e-
banking services. This could offer long-term insights that would be difficult to learn from
primary data alone.
3.7. DATA COLLECTION
This study used research papers, interviews, and articles to administer structured
questionnaires to collect data. Before data was gathered, a thorough interview was created
to elicit details on many areas of electronic-banking services in both public scetor and
private sector banks in India.
The questionnaire was created using recognized measurement scales and validated
constructs that were pertinent to our research goals. The primary focus of the data collection
method was on customer satisfaction and e-banking technological development issues.
Before the survey began, participants received information on informed consent and were
told that their answers would be kept confidential and anonymous.
3.8. SAMPLE SIZE
The number of participants in the study that is included in the sample size. The current
study has a sample size of 100. One hundred final samples are selected from the main data
collected from Rajkot City's customers who use both private and public banks' electronic
banking services.

3.9. SAMPLING TECHNIQUE
Given that the precise population of interest in this study is the customers of public and
private sector banks in Rajkot City who use electronic banking services, the non-probability
sampling method is taken into consideration and used in this research article. Purposive
sampling is one of the non-probability sampling approaches that the researcher chose and
used for this study.
3.10. QUESTIONNAIRE DESIGN AND DEVELOPMENT
To gather information for this study, a series of straightforward questions about customers'
perceptions of various aspects of electronic service quality, their effects on customer
satisfaction, and how these perceptions and satisfactions on electronic service quality lead
to customers' intentions to use the banking services of public and private sector banks in
Rajkot City were translated. A standardized questionnaire was created, encompassing as
many elements as feasible that may indicate the accomplishment of the study's goals.
The questionnaire must be pre-tested after it has been prepared to find any unclear questions
or areas where respondents may be having trouble comprehending it. To get a solid input
for the design and development of the questionnaire, a variety of methods were used,
including interviews, planned field surveys, discussions with expert panels in the banking
and service marketing sectors, analysis of previous reviews of relevant literature, and
searching and information-gathering from numerous websites on the internet.

Chapter 4.
DATA REPRESENTATION &
INTERPRETATION

4.1. RESULTS AND DISCUSSION
NO. OF RESPONDENTS
NAME OF THE BANKS
NO. %
Bank of India 50 50.00%
Axis Bank 50 50.00%
TOTAL 100 100
Table 1
The data shown in the table indicates that there are 100 clients who use e-banking services
in Rajkot City, of whom 50 use public sector banks (BOI) and another 50 use private sector
banks (AXIS BANK).

4.2. DATA REPRESENTATION & INTERPRETATION
GENDER OF THE RESPONDENTS
Gender No. of Respondents
Female 55
Male 40
prefer not to say 5
Grand Total 100
Table 1
Figure 2
Within a sample of 100 respondents, the majority (55 out of 100) are women, making up
55.0 percent of the total sample. Forty of the responders were men, making up forty percent
of the overall participant group. Furthermore, 5 respondents, or 5.0 percent of the total
respondents, have opted not to reveal their gender.

4.3. AGE OF THE RESPONDENTS
Age No. of Respondents
Below the age of 25 years 40
26years to 35 years 30
36years to 45 years 26
46years and above 4
Grand Total 100
Table 2
Figure 3
Of the 100 persons who participated in the study, 40 belong to the age category of under
25; this represents 40.0 percent of all respondents. Subsequently, thirty respondents (30.0
percent of the sample) are between the ages of 26 and 35. With 26 responders, the 36 to 45
age group had the second-lowest percentage (26.0%). Four respondents, or 4.0 percent of
the total, are above 46, making up the lowest group of respondents.

4.4. EMPLOYMENT STATUS OF THE RESPONDENTS
Employment status No. of Respondents
Employed for wages 38
Self-employed 27
Other 5
A students 20
Unable to work 10
Grand Total 100
Table 3
Figure 4
The total number of respondents is 100, with the majority of them (38) being under the
Employed for wages. (which is 38.0 percent of total respondents). 27 respondents are
Employed for wages comprising 27.0 percent of the total respondents. The number of
respondents under the category of student is 20 (i.e., 20 percent of the total respondents).
10 of them which was placed under unable to work (which is 10.0 percent of the total
population). and the number of respondents representing others is 5 (i.e., 5 percent of the
total respondents), which is the lowest of all.

4.5. ANNUAL INCOME OF THE RESPONDENTS
Annual Income No. of Respondents
Below 10000 40
Rs 10000-30000 30
Rs 30000-60000 18
60000 & Above 12
Grand Total 100
Table 4
Figure 5
Of the 100 persons who took part in the study, 38 people, which is 38.0 percent of the total,
fall into the category of "Held a Wage." There are 27 respondents (or 27.0 percent of the
sample) who closely match the same occupational category. Twenty persons (20 percent of
the total respondents) in the studied population identified as students. Furthermore, 10
people, or 10.0 percent of the total population, are categorized as "Unable to work." With
5 responses which is 5 percent of the total, falling into the category labeled "Others," the
smallest group is the least represented.

4.6. TYPE OF BANK ACCOUNTS
Type of Bank Accounts No. of Respondents
Saving account 47
Current account 35
Fixed Deposit account 13
Recurring Deposit account 5
Grand Total 100
Table 5
Type of Bank Accounts

50
45
40
35
30
25
20
15
10
5
0
Saving Current Fixed Deposit Recurring Deposit
Series1 47 35 13 5
Saving Current Fixed Deposit Recurring Deposit
Figure 6
47 out of the 100 respondents to a study of 100 participants have a savings account, making
up 47 percent of the total respondents. Not too far behind, 35 responders, or 35% of the
participants, had a current account. Moreover, 5 participants, or 5% of the respondents,
choose recurring deposits as their financial option, whilst 13 persons, or 13% of the total,
have invested in fixed deposits.

4.7. E-BANKING SERVICES USED BY THE RESPONDENTS
E-Banking Services No. of Respondents
ATM 50
Mobile Banking 35
Internet Banking 15
Grand Total 100
Table 6
E-Banking Services
60
50
40
30
20
10
0
ATM Mobile Banking Internet Banking
No. of Respondents 50 35 15
ATM Mobile Banking Internet Banking
Figure 7
Fifty percent of the participants, or half of the respondents, use ATMs for electronic
banking while using different E-Banking services. In close succession, 35 participants, or
35% of the sample, utilize mobile banking services. Compared to other electronic banking
options, Internet banking is the least popular, with only 15 users, or 15% of all respondents
choosing this option.

4.8. RISK RELATED TO INTERNET BANKING
Risk related to Internet banking No. of Respondents

Risk of Transactions 17
Risk of Password 27
Network Problems 12
Attacks by viruses 8
Cyberattack 20
Unauthorized Entry 16
Total 100
Table 7
Risk related to internet banking

30
25
20
15
10
0
Transaction Password Network Virus Unauthorize
Hacking
al Risk Risk Issues Attacks d Access
Series1 17 27 12 8 20 16
Transactional Risk Password Risk Network Issues

Virus Attacks Hacking Unauthorized Access
Figure 8
Respondents were given the freedom to select from a variety of choices on the hazards
connected to online banking. Of the respondents who responded, 17 of them, or 17.0
percent of the total, raised concerns regarding transactional risks. Furthermore, 27
respondents—or 27.0 percent of all respondents—said that the hazards associated with
passwords were their top worry. Network problems surfaced as a potential concern while
using online banking for 12 respondents, or 12% of all respondents. Of the total replies, 8

respondents, or 8%, identified virus attacks as a potential concern. Additionally, 16
respondents, or 16.0% of the total replies, expressed concern about illegal access when
using online banking services, and 20 respondents, or 20.0 percent, identified hacking as a
serious danger.
4.9. USAGE OF E-BANKING SERVICES
Using online banking services
Using online banking services Yes No
Utilize an ATM 68 32
Utilize a credit card 56 44
Utilize via the Internet 33 67
Table 8
Usage of E-Banking services

80
70
60
50
40
30
20
10
0
Use ATM Use Credit Card Use through Internet
Yes 68 56 33
No 32 44 67
Yes No
Figure 9
From the total of 100 respondents, 68 respondents Utilize an ATM (Automated Teller
Machine) as E-Banking services and 32 respondents Utilize a credit card as E-Banking

services. 56 respondents use credit cards like Visa cards as E-Banking services and 44
respondents Utilize via the Internet as E-Banking services. 33 respondents use banking
services through the Internet and 67 respondents don’t use banking services through the
Internet.
4.10. CONVENIENCE
Convenience Strongly Strongly

Agree Neutral Disagree
measurement Agree Disagree
Services as per
customer’s will and 28 47 19 6 0
needs
Services offer great
25 55 15 5 0
facilities
Total 53 102 34 11 0
Table 9
Convenience measurement
60
50
40
30
20
10
0
Strongly Agree Agree Neutral Disagree Strongly Disagree
Services as per customer’s will and needs Services offer great facilities
Figure 10
Of the total respondents of E-banking services tailored to the client's requirements and
desires, 28 respondents strongly agreed with this, 47 respondents agreed, and 19

respondents were indifferent. Six respondents dispute that e-banking services are based on
customers' demands and expectations, whereas 25 respondents strongly agree that e-
banking services provide excellent facilities to clients in terms of convenience. 55 people
agree with the statement, 15 believe it to be neutral, and 5 disagree that e-banking services
provide excellent client amenities.
4.11. COST MEASUREMENT
Cost
Strongly Strongly
Cost Agreed Neutral Disagreed
agreed Disagreed
Very cheap 23 41 20 12 4
Decreasing the price of
18 39 34 9 0
services
Saves money on
35 52 8 3 2
transportation
Total 76 132 62 24 6
Table 10
Cost
60
50
40
30
20
10
0
Strongly agree Agree Neutral Disagree Strongly
Very cheap Decreasing price of services Saves money of transportation
Figure 11

E-banking services are tailored to clients' requirements and desires, according to 28
respondents who strongly agree with this, 47 respondents who agree, and 19 respondents
who are indifferent. Six respondents dispute that e-banking services are based on
customers' demands and expectations, whereas 25 respondents strongly agree that e-
banking services provide excellent facilities to clients in terms of convenience. 55 people
agree with the statement, 15 believe it to be neutral, and 5 disagree that e-banking services
provide excellent client amenities.
4.12. EASE OF USE
Ease of use
Strongly Strongly
Ease of use Agree Neutral Disagree
Agree Disagree
Very simple to use 48 35 12 5 0
Performs services
32 57 10 1 0
immediately
User friendly 45 43 9 3 0
Table 11

Ease of use
60
50
40
30
20
10
0
Strongly Agree Agree Neutral Disagree Strongly Disagree
Very simple to use Performs services immediately User friendly
Figure 12
Respondents' perceptions on how user-friendly E-Banking services are differ. 48

respondents strongly agreed that using E-Banking services is simple; the remaining 12
respondents were indifferent, 5 disagreed, and 35 agreed. Regarding the promptness of
services, the following respondents expressed agreement or disagreement: 32 strongly
agreed, 57 agreed, 10 were indifferent, and 1 disputed that e-banking services rapidly fulfill
their duties. Furthermore, 45 respondents strongly agreed that online banking is user-
friendly; 43 respondents agreed, 9 disagreed, and 3 were indifferent about the assertion that
it is simple for consumers to learn how to use online banking.

4.13. SECURITY MEASUREMENT
Security and privacy Measurement
Security and privacy Strongly Strongly

Measurement Agree Disagree
Safe to use 29 46 16 9 0
ATM and credit cards are

16 54 25 5 1
save
Provides sufficient control 14 49 30 7 0
Grand Total 59 149 71 21 1
Table 12
Security and privacy Measurement

60
50
40
30
20
10
0
Strongly Agree Agree Neutral Disagree Strongly
Disagree
Safe to use ATM and credit card is save Provides sufficient control
Figure 13

The assertion that utilizing online banking services is safe is highly agreed upon by 29
respondents, agreed upon by 46 respondents, neutrally agreed upon by 16 respondents, and
disagreed upon by 9 respondents. 16 respondents firmly concur that there is no risk
involved with using credit cards and ATMs. 54 concur with the assertion One responder
strongly disagrees with the statement, five disagree with it, and 25 believe it to be neutral.
According to 14 respondents, e-banking services provide enough control by implementing
processes, input, and output controls for customer safety. Thirty respondents think the
statement is neutral, whereas forty-nine respondents agree with the assertion. Seven reject
the assertion.
4.14. SATISFACTION MEASUREMENT
Satisfaction measurement
Satisfaction Strongly Strongly

measurement Agree Disagree
Satisfied with the

33 27 35 5 0
services
I strongly it
30 42 25 3 0
recommend to others
Continue to use these

27 58 14 1 0
services in the future
Total 90 127 74 9 0
Table 13

Satisfaction measurement
70
60
50
40
30
20
10
0
Strongly Agree Agree Neutral Disagree Strongly
Disagree
Satisfied with the services

Strongly it recommend to others
Continue to use these services in future
Figure 14
Satisfaction assessment of E-Banking services encompasses contentment with the offered

online banking facilities, emphasizing convenience, safety, and security. In interpretation,
33 respondents strongly agree that E-Banking services deliver satisfaction, with 27
agreeing, 35 expressing neutrality, and 5 disagreeing. Regarding the recommendation of
online banking to others, 30 respondents strongly agree, 42 agree, 25 remain neutral, and 3
disagree with the statement. Furthermore, 27 respondents strongly agree that they will
continue using online banking services in the future, with 58 agreeing, 14 being neutral,
and 1 disagreeing.

4.15. IMPROVEMENT IN THE QUALITY SERVICES OFFERED BY
THE BANKS
Improved quality services No. of respondents
Strongly Agree 23
Agree 35
Neutral 13
Disagree 10
Strongly Disagree 19
Grand Total 100
Table 14
Figure 15
banks are improving the standard of their online banking offerings. The percentage of

respondents that strongly agree (23.0%), agree (35.0%), disagree (10.0%), are neutral
(13.0%), and severely disagree (19.0%) with the statement that the quality of E-Banking
services provided by banks has improved is reported by 100 respondents.
4.16. Reliability As Per Customer’s Needs
Reliability as per consumer’s needs No. of respondents
Strongly agree 20
Agree 41
Neutral 29
Disagree 7
Strongly disagree 3
Grand Total 100
Table 15
Figure 16

E-banking services are provided by banks as dependable services in accordance with the
needs of the customers; 20 respondents, which is 20.0 percent of the population, strongly
agree with the statement; 41 respondents, which is 41.0 percent of the population, agree
with the statement; 29 respondents, which is 29.0 percent of the total respondents, find the
statement to be neutral; 7 respondents, which is 7 percent of the population, disagree with
the statement; and 3 respondents, which is 3.0 percent of the humanity, strongly disagree
with the statement.

Chapter 5.
FINDING, SUGGESTIONS AND
CONCLUSIONS

5.1. FINDING AND SUGGESTIONS:
5.1.1 FINDINGS:
1. A wide range of e-banking services, such as online and mobile banking as well as
digital payment systems, are offered by BOI and Axis Bank.
2. Customer adoption of e-banking services is steadily increasing in both banks, with
a notable rise in mobile banking usage. Overall, customers express high satisfaction
with the convenience and accessibility of e-banking services provided by both
banks.
3. BOI and Axis Bank have invested significantly in robust technology infrastructure
to support their e-banking platforms and customer satisfaction.
4. To secure consumer transactions and data, multi-factor authentication and
encryption are among the advanced security measures in place. protection laws and
consumers.
5. Financial Inclusion Initiatives: Both banks are actively involved in promoting
financial inclusion through their e-banking services. They offer simplified account
opening processes, low-cost banking solutions, and educational programs to
empower underserved communities and promote digital literacy. This commitment
to financial inclusion aligns with the broader government initiatives aimed at
expanding access to banking services across all segments of society.
6. Enhanced Customer Support: BOI and Axis Bank prioritize providing excellent
customer support for their e-banking services. This includes dedicated helplines,
chatbots, and online forums where customers can seek assistance and resolve any
issues they encounter while using the e-banking platforms. By offering responsive
and personalized support, both banks aim to enhance overall customer satisfaction
and loyalty

5.1.2 SUGGESTIONS:
1. Regular feedback mechanisms should be established to gather insights into

customer preferences and pain points regarding e-banking platforms.
2. Both banks should prioritize user experience enhancements based on this feedback,
focusing on improving accessibility, navigation, and the overall ease of use of their
digital banking channels.
3. Given the increasing sophistication of cyber threats, BOI and Axis Bank should
continue investing in advanced security measures to safeguard customer data and
transactions. Exploring technologies like biometric authentication and behavioral
analytics can enhance security while maintaining a seamless user experience.
4. In the case of Axis Bank, they have a limited number of ATMs in different areas in
Rajkot they should provide more ATMs across Rajkot city to make it easier for the
customers to access them.
5. Financial Education and Assistance Programs: It may be advantageous to put in
place educational efforts to improve clients' financial literacy. Axis Bank and BOI
may provide webinars, workshops, and online learning materials to inform clients
on responsible borrowing, investing, saving, and budgeting. Furthermore, providing
clients with individualized financial guidance and support via specialized channels
can enable them to make wise financial decisions and optimize the advantages of e-
banking services.
6. Expansion of Value-Added Services: To differentiate their e-banking offerings and
provide added value to customers, both banks can consider expanding their range
of value-added services. This could include features such as real-time account
alerts, budgeting tools, expense tracking, and personalized financial insights. By
incorporating these services into their digital banking platforms, BOI and Axis
Bank can enhance the overall customer experience, promote financial wellness, and
foster long-term relationships with their customers

5.2. CONCLUSION:
In conclusion, the project delves deeply into the transformative journey of e-banking
services in India, focusing particularly on Axis Bank and Bank of India (BOI). Through
meticulous analysis, it becomes evident that digitalization has revolutionized the banking
landscape, offering unparalleled convenience and accessibility to customers. Axis Bank
and BOI have embraced this digital revolution by harnessing cutting-edge technologies
such as mobile banking apps, internet banking platforms, and biometric authentication
systems. These innovations have not only streamlined banking operations but have also
elevated customer experience, aligning with the growing preference for digital channels
among Indian consumers.
Furthermore, the project underscores the paramount importance of security in the realm of
e-banking. Axis Bank and BOI have implemented stringent security measures, including
robust encryption protocols and multi-factor authentication mechanisms, to safeguard
customer data and combat cyber threats effectively. By prioritizing data security and
privacy, these banks have instilled confidence among their customers, thereby fostering
trust and loyalty in their e-banking services.
Lastly, the project highlights the dynamic nature of customer behavior in the digital age.
Indian banking customers are increasingly gravitating towards online and mobile banking
platforms, driven by the desire for real-time access to financial services and personalized
banking experiences. Axis Bank and BOI have responded adeptly to these evolving
preferences by continuously innovating their digital offerings and enhancing customer
engagement strategies. By staying attuned to the evolving needs and expectations of their
tech-savvy clientele, Axis Bank and BOI are poised to lead the charge in shaping the future
of e-banking services in India.

REFERENCES AND BIBLIOGRAPHY
Paper
• Dr. P. Chengalrayulu, Dr. A. Nagaraju, and Prof. K. Rama Krishnaiah (2020)

“e-banking services in public and private sector banks in India- with special
reference to SBI and ICICI bank”. DOI:10.46609/IJSSER.2020.v05i09.015
URL: https://doi.org/10.46609/IJSSER.2020.v05i09.015
• K. Madavan and Dr. C. Vethirajan (2020) “Customer Satisfaction on E-Banking
Services of Public and Private Sector Banks” DOI: 10.34218/IJM.11.5.2020.113,
ISSN Online: 0976-6510. URL: https://shorturl.at/ckNX2
• Dr. Suresh V and Dr. Naresh S (2022). “A study on service quality perception
and satisfaction of e-banking with selected public and private sector banks in
Chennai district” URL: https://journalofnewzealandstudies.com/jnzs/pdf/713.pdf
• Dr. S.P. DHANDAYUTHAPANI (2020). “A study of e-banking services
provided by nationalized and private sector banks in trichy district” ISSN NO:
2249-2976 URL: https://www.pramanaresearch.org/gallery/prjp%20-%201653.pdf
• M. Narayanan1, S. Chandrasekaran (2023) “A Study on Public Sector Banks
and Private Sector Banks: Customer Usage of Green Banking Initiatives – A
Special Reference TO Internet Banking” DOI: 10.52711/2321-5763.2023.00011
URL: https://shorturl.at/juCR1
• Mr. Swapnil K. Patel AND Dr. Gurudutta P. Japee “A Comparative Study of
Selected Private and Public Sector Bank with Special Reference to Corporate Social
Responsibility in India”. ISSN: 0374-8588, Volume 21 Issue 16, December 2019
https://shorturl.at/jFTVY
• Rudrapriya Diwan “A Study on Customer’s Satisfaction Towards E-Banking
Services (with Special Reference to Banking Customer of Bhopal City)”. URL:
https://bsssbhopal.edu.in/uploads/naac/criteria_1/students_projects/232%20Rudra
priya%20Diwan.pdf

Website
• E-banking service
https://cleartax.in/glossary/e-banking-electronic-banking/
• Banking in India
https://en.wikipedia.org/wiki/Banking_in_India
• Overview of banking
https://financialservices.gov.in/beta/en/banking-overview
• Axis Bank internets services
https://www.axisbank.com/bank-smart/internet-banking/features-services#
• Internet Banking in India by Rbi
https://www.rbi.org.in/commonperson/English/scripts/Notification.aspx?Id=379
• Cashless India
http://cashlessindia.gov.in/internet_banking.html
• customers satisfactions
https://www.infosysbpm.com/blogs/financial-services/the-impact-of-e-banking-
on-customer-satisfaction.html

Annexure - Questionnaire
Demographic Information
Gender-
1. Female
2. Male
3. prefer not to say
Age-
1. Below 25 years
2. 26 - 35 years
3. 36 - 45 years
4. 46 and above
Employment Status-
1. Employed for wages

2. Self-employed
3. student
4. Retired
5. Other
Annual Income-
1. Below 10000
2. Rs10000-30000
3. Rs 300000-60000
4. 60000 & Above
Types Of Bank Account-
1. Savings a/c
2. Current a/c
3. Fixed deposit a/c

4. Recurring deposit a/c
Which Type Of E-Banking Services You Use-
1. ATM
2. Mobile Banking
3. Internet Banking
Risk Related To Internet Banking-
1. Transactional risk
2. Password risk
3. Network issues
4. Virus attacks
5. Hacking
Usage Of E-Banking Service-
1- Do you permanently use ATM?

2- Do you use a Credit card like Visa Card?
3- Do you use banking services through the internet?
Section-2
E-banking Services
Convenience Measurement
1. E-banking services are fit my needs and wills?

Strongly Agree, Agree, Neutral, Disagree, Strongly Disagree
2. E-banking services offered great facilities?
Cost Measurement
1. E-banking services are very Cheap

2. E-banking services contribute to decreasing the price of service
3. E-banking services save money spent in going to-and-from the bank to get the
service
Ease Of Use Measurement
1. E-banking services are very simple

2. E-banking service performs service immediately
3. It is easy for you to become skilful at using Electronic Banking
Security Measurement
1. Using E-banking services is safe

2. Using ATM and Credit Cards are not dangerous
3. E-banking services supply sufficient control through controlling procedures applied
on
input, output and processes for the safety of the client
Satisfaction Measurement
1. I am satisfied with the E-banking data and services on the bank website
2. I will strongly recommend others to use Online Banking
3. I will continue to use Electronic Banking services in the future

Improved The Quality of Services
1. Electronic banking has improved the quality of services offered by the bank.
2. The E-banking services provided by the banks offer services as per customer’s
needs.

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Major Research Project Report

E-BANKING SERVICES IN PUBLIC AND PRIVATE SECTOR BANK IN INDIA

William Hayford Armah - 92100424367

MARWADI UNIVERSITY, RAJKOT i

MARWADI UNIVERSITY, RAJKOT ii

MARWADI UNIVERSITY, RAJKOT iii

MARWADI UNIVERSITY, RAJKOT iv

MARWADI UNIVERSITY, RAJKOT 1

India's banking system is made up of a variety of institutions, including foreign,

MARWADI UNIVERSITY, RAJKOT 2

MARWADI UNIVERSITY, RAJKOT 3

● 1990s - ATM Introduction:

MARWADI UNIVERSITY, RAJKOT 4

E-banking in India kept developing throughout the 2020s as a result of technological

The evolution of internet banking in India may be seen as a constant process of

Changes in customer tastes, governmental actions, and technology improvements have

Services Provided by Indian Banks: An extensive array of electronic banking facilities

MARWADI UNIVERSITY, RAJKOT 5

1.4. E-BANKING IN PRIVATE AND PUBLIC BANKS IN INDIA:

1.4.1 PRIVATE SECTOR:

• Innovation and Technology

MARWADI UNIVERSITY, RAJKOT 6

1.4.2 PUBLIC SECTOR BANKS:

• Extensive Branch Network:

MARWADI UNIVERSITY, RAJKOT 7

MARWADI UNIVERSITY, RAJKOT 8

According to K. Madavan and Dr. C. Vethirajan (2020)

The important topic of customer happiness in the e-banking industry is covered by K.

According to Dr. P. Chengalrayulu, Dr. A. Nagaraju, and Prof. K. Rama Krishnaiah

According to: Dr. Suresh V and Dr. Naresh S (2022)

MARWADI UNIVERSITY, RAJKOT 9

According to: Dr. S.P. DHANDAYUTHAPANI (2020)

According to: M. Narayanan1, S. Chandrasekaran (2023)

MARWADI UNIVERSITY, RAJKOT 10

MARWADI UNIVERSITY, RAJKOT 11

MARWADI UNIVERSITY, RAJKOT 12

3.2. OBJECTIVE OF THE STUDY

• To look at the extent of e-banking.

3.3. SIGNIFICANCE OF THE STUDY

3.4. SCOPE/LIMITATION OF THE STUDY

MARWADI UNIVERSITY, RAJKOT 13

3.5. RESEARCH DESIGN

3.6. SOURCE OF DATA

3.6.1 PRIMARY SOURCE OF DATA

MARWADI UNIVERSITY, RAJKOT 14

3.7. DATA COLLECTION

3.8. SAMPLE SIZE

MARWADI UNIVERSITY, RAJKOT 15

3.10. QUESTIONNAIRE DESIGN AND DEVELOPMENT

MARWADI UNIVERSITY, RAJKOT 16

MARWADI UNIVERSITY, RAJKOT 17

Bank of India 50 50.00%

Axis Bank 50 50.00%

TOTAL 100 100

MARWADI UNIVERSITY, RAJKOT 18

GENDER OF THE RESPONDENTS

Gender No. of Respondents

prefer not to say 5

Grand Total 100

MARWADI UNIVERSITY, RAJKOT 19