A

MARKET SURVEY REPORT

ON

“A STUDY ON CUSTOMER SATISFACTION

TOWARDS ONLINE BANKING OF YES BANK”

Submitted in partial fulfillment of the requirement

for the award of degree

Of

BACHELOR OF BUSINESS ADMINISTRATION

SESSION 2024-2025

SUBMITTED TO: - SUBMITTED BY: -

MR AAYUSH SHARMA SAKSHI SHARMA

ASSISTANT PROFESSOR BBA V SEM

22022121

IFTM UNIVERSITY, MORADABAD

 STUDENT’S DECLARATION

I Sakshi Sharma Roll No. 22022121 is a full-time bona fide student of IFTM
University, Moradabad. I hereby certify that this field project work carried out by me and
the report submitted in partial fulfillment of the requirements of the programme is an
original work of mine under the guidance of the faculty mentor Mr. Aayush Sharma and
is not based or reproduced from any existing work of any other person or on any
earlier work undertaken at any other time or for any other purpose, and has not been
submitted anywhere else at anytime.

(Student's Signature)

Date:

(Faculty Mentor's Signature)

Date:

i
 CERTIFICATE OF ORIGINALITY

I Sakshi Sharma with the Roll No. 22022121 is a full-time bona fide student of 3rd
year of Bachelor of Business Administration (BBA) programme at IFTM University,
Moradabad. I hereby certify that this project work carried out by me and the report
submitted in partial fulfillment of the requirements of the program is an original work of
mine under the guidance of Mr. Aayush Sharma, and is not based or reproduced from
any existing work of any other person or on any earlier work undertaken at any other time
or for any other purpose, and has not been submitted anywhere else at any time.

(Student’s Signature)

Date:

(Faculty Mentor’s Signature)

Date:

ii
 ACKNOWLEDGEMENT
It is my pleasure to be indebted to various people, who directly or indirectly contributed
in the development of this work and who influenced my thinking, behavior, and acts
during the course of study and I would like to thank the almighty.
I am thankful to Prof. (Dr.) Nisha Agarwal, Director, School of Business
Management for her guidance, support and motivation provided to me to complete this
work.
I also extend my sincere appreciation to Mr. Aayush Sharma who provided his
/ her valuable suggestions and precious time in accomplishing myproject report.
Lastly, I would like to thank my parents for their moral support and my friends
with whom I shared my day-to-day experiences and received suggestions that improved
the quality of my work.

Sakshi Sharma

iii
 TABLE OF CONTENTS

Sr. No. CONTENTS Page No.

1.
STUDENT‟S DECLARATION i

2.
CERTIFICATE ii

3.
ACKNOWLEDGEMENT iii

4. 1-7
INTRODUCTION

5. 8-9
COMPANY PROFILE

6. 10-10
OBJECTIVE OF THE STUDY

7. 11-11
SCOPE AND IMPORTANCE OF THE STUDY

8. 12-13
RESEARCH METHODOLOGY

9. 14-24
DATA ANALYSIS AND INTERPRETATIONS

10. 25-25
RESULTs AND FINDINGS

11. 26-26
CONCLUSIONS

12. 27-27
LIMITATIONS OF THE STUDY

13. 28-28
SUGGESTIONS AND RECOMMENDATIONS

14. 29-30
BIBLIOGRAPHY

iv
 CHAPTER 1
INTRODUCTION
When every day is a race against time in our hectic lives, we look for ways to save time as
much as we can. E-Banking is one of the technology advancements that help consumers
to perform their financial transactions on a secured platform from a retail or automated
bank, credit union, or any financial institution. E-Banking, also known as electronic
banking, is the digital distribution of new banking services and products to customers
directly through electronic, interactive contact networks. When opposed to conventional
banking, it offers many advantages and strengths to customers. E-Banking is a simple and
convenient way to obtain 24-hour access to your bank using a smartphone. E-Banking
makes use of the internet as a distribution mechanism for banking transfers. E-Banking
services have made bank transfers a thing of the past when it comes to everyday errands.
Since online banking is one of the most popular services provided by banks, it is also a
very stable platform. Encryption systems are often used by banks to ensure that all
customer information is secure and that no data breachesoccur. It protects you from online
fraud and account manipulation in the end.
You should rely on online banking even though it's the last day of your bill payment and
you're minutes away from being charged a penalty. Online purchases can be made at any
time of day from the privacy of your own home. Not just that, but instead of having to be
physically there for a large number of transfers, you can safely move funds at any moment
and get them completed in a matter of seconds.
Customers who use E-Banking are more successful, loyal, and likely to recommend their
bank to friends and family than conventional banking customers. Online consumers also
have better balances, need fewer customer service, and have lower retention rates than
offline customers. Customers who use online bill pay and e-bill systems are satisfied with
their banks, which turnsinto deeper relationships.
1.1 The Indian Banking Sector and Information Technology
After independence, the Indian banking system has progressed from nationalisation to
liberalisation. It has seen the transformation of a sluggish corporate institution into a
highly proactive and competitive organisation. This transition has occurred. largely as a
result of liberalisation and economic reforms that allowed banks to rather than generating
sales from traditional sources, investigate potential market prospects. Borrowing and
lending streams This financial reform, which began in the early 1970s introduced a

1
radically new operating environment for banks. The banks were also selling their products
and services through a variety of creative and appealing technology-based multichannel.
The method began in the 1970s with the introduction of computers as ledger posting
machines. The use of technology has been implemented in Banking operations have a
wide range of back-office and customer- facing tasks. Early in the 1980s, The Reserve
Bank of India established two committees to speed up the modernization of the banking
system. operations in the financial industry A high- level committee were formed under
the auspices of the Under the chairmanship of Dr C. Rangarajan, a phased strategy for
computerization and automation was created. In the banking industry, there has been a lot
of automation.

1.2 E-Banking in India

E-Banking is a relatively new phenomenon in India. The conventional banking paradigm
has been through branch banking. Non-branch banking services were only introduced in
the early 1990s. The old manual systems that Indian banking relied on for centuries seem
to have no place today. ICICI Bank is responsible for the introduction of internet banking
in India. In 1999, Citibank and HDFC Bank launched internet banking services. The
Government of India and the Reserve Bank of India have taken many steps to encourage
the growth of E-Banking in India. With effect from October 17, 2000, the Government of
India passed the IT Act, 2000,which offered legal recognition.
To deal with the pressures of the rivalry, Indian commercial banks have implemented
several initiatives, one of which is E-Banking. The competition has been internal
disagreements for public sector banks, as the newly formed private sector and foreign
banks have emerged. E- Banking provides three broad services: Convenience- Complete
your banking at your leisure in the privacy of your own house, there are no lines at an
online bank,24x7 service- Bank online transactions are available 24 hours a day, 7 days a
week, 52 weeks a year. (LAL* &SALUJA**, 2012).
In simpler terms, E-Banking is a banking arrangement that allows customers to
conduct multiple transactions over the internet that are end-to-end encrypted, i.e., totally
safe and stable. Paperless/cashless transfers are encouraged by E-Banking. It also comes
with a set of protections, obligations, and payments. E-Banking programmes include the
following:
1.2.1 Internet Banking: A banking service offered to customers that allows them
to conduct avariety of monetary and non-monetary transactions through the
internet, via the bank'sapplication or website.

2
 1.2.2 Mobile Banking: Almost all banks have created mobile apps that allow users
to make transactions at the press of a button. This requires four things: a tablet,
internet access, a smartphone app, and mobile banking service available in
your bank account.
1.2.3 ATM: Automated Teller Machine, also known as ATM, is one of the most
popular and early services offered by E-Banking. It is more than just a cash
withdrawal machine; it also helps you to check your account balance, pass
funds, deposit funds, update your telephone number, and change your Debit
Card PIN, or Personal Identification Number.
1.2.4 Debit Card: Debit cards are used in our daily lives to make a variety of
transactions. Debit cards are attached to the customer's bank account, meaning
the customer simply has to swipe the card to make payments at POS outlets,
internet shopping, and ATM withdrawals. In this manner, the balance is
automatically withdrawn from the user's account.
1.2.5 Credit Card: A credit card, like a debit card, is a payment card that banks give
to consumers upon their request after reviewing their credit score and records.
It allows the cardholder to borrow and pay for funds up to the pre-approved
cap. The card's cap is set by the banks that issue the card. For the use of a
credit card, the cardholder decides to refund the balance within a defined
period, subject to such penalties.
1.2.6 Electronic Fund Transfer (EFT): This is the term used when money is
transferred electronically from one bank to another. Which includes direct
debit, direct deposits, wire transfers, NEFT, RTGS, IMPS, and other methods.
1.2.7 Point of Sale (POS): A point of sale system refers to a point, in terms of date,
time, and position (retail outlet), where the customer makes a payment for the
product made or servicesoffered, using a plastic card (business jargons, 2021).
1.3 RISKS IN E-BANKING
E-banking improves a bank’s performance and competitiveness so that existing customers
can benefit from greater degree of convenience in effecting transactions. However, the
banks are facing with different levels of risks and expectations arising from electronic
banking as compared to traditional banking services.
Financial institutions have faced difficulties over the years for a multitude of reasons. The
major cause of serious banking problems continues to be directly related to lax credit
standards for borrowers and counterparties, poor portfolio, risk management that can lead

3
to deterioration in the credit standing of a bank’s counterparties. Banks need to manage
the credit risk inherent in the entire portfolio as well as the risk in individual credits or
transactions. Banks should also consider the relationships between credit risk and other
categories of risks.
1.4 BENEFITS OF E-BANKING
1.4.1 For Banks
 Price- In the long run a bank can save on money by not paying for tellers or for
managing branches. Plus, it's cheaper to make transactions over the Internet.
 Customer Base- The Internet allows banks to reach a whole new market- and a
well off one too, because there are no geographic boundaries with the Internet.
The Internet also provides a level playing field for small banks who want to add to
their customer base.
 Efficiency- Banks can become more efficient than they already are by providing
Internet access for their customers. The Internet provides the bank with an almost
paper less system.
 Customer Service and Satisfaction- Banking on the Internet not only allow the
customer to have a full range of services available to them but it also allows them
some services not offered at any of the branches. The person does not have to go
to a branch where that service may or may not be offer. A person can print of
information, forms, and applications via the Internet and be able to search for
information efficiently instead of waiting in line and asking a teller. With more
better and faster options a bank will surely be able to create better customer
relations and satisfaction.
 Image- A bank seems more state of the art to a customer if they offer Internet
access. A person may not want to use Internet banking but having the service
available gives a person the feeling that their bank is on the cutting image.

1.4.2 For Customers:

 Bill Pay: Bill Pay is a service offered through Internet banking that allows the
customer to set up bill payments to just about anyone. Customer can select the
person or company whom he wants to make a payment and Bill Pay will
withdraw the money from his account and send the payee a paper check or an
electronic payment.

4
  Other Important Facilities: E- banking gives customer the control over nearly
every aspect of managing his bank accounts. Besides the Customers can, Buy
and Sell Securities, Check Stock Market Information, Check Currency Rates,
Check Balances, See which checks are cleared, Transfer Money, View
Transaction History and avoid going to an actual bank. The best benefit is that
Internet banking is free. At many banks the customer doesn't have to maintain a
required minimum balance. The second big benefit is better interest rates for the
customer.
1.5 CONCERNS WITH E-BANKING
As with any new technology new problems are faced.
 Customer support - banks will have to create a whole new customer relations
department to help customers. Banks have to make sure that the customers receive
assistance quickly if they need help. Any major problems or disastrous can destroy
the banks reputation quickly and easily. By showing the customer that the Internet
is reliable you are able to get the customer to trust online banking more and more.
 Laws - While Internet banking does not have national or state boundaries, the law
does. Companies will have to make sure that they have software in place software
market, creating a monopoly.
 Security: customer always worries about their protection and security or accuracy.
There are always questions whether or not something took place.
 Other challenges: lack of knowledge from customers end, sit changes by the
banks, etc.
1.6 REVIEW OF LITERATURE
C K Sunith (2019) in the study titled “Customers satisfaction in E- Banking service” the
objective of the study attempts to identify the preferred method of banking transactions
among respondents and their satisfaction. The data was collected from research papers,
journals etc, and primary data is from questionnaire gathered from 172 respondents on
proposed variables and hypothesis test were conducted and convenience sampling
methods were used. Core banking solutions enable banks of ATM service, mobile and
Internet banking solutions to the customers. The needs and expectations of customer is an
ever changing , their fears, resistances, and issues are not resolved as and when required
and real time solutions are not offered.
Dr. T. Santhiya Ran, A. Saravanan (2018) analyses the customers satisfaction towards
internet banking of all Banks has been elicited and analyzed. This part consists of

5
demographic profile of customers and bank transaction details and reasons for using
internet banking has been taken into consideration. The question of how attitude towards
element of existing banking service might influence to customer decision to used internet
banking has not been investigated. As client get additional and educated, obtaining insight
concerning fashionable banking, via web banking has registered as primary knowledge
concern for all leading and future banks in Asian nation.
Dr. Pratima Merugu, Dr. Krishna Mohan Vaddadi (2018) in the year studied title
“Customers satisfaction towards online banking with reference to Greater Visakhapatnam
city” the objective of the study is to identify the problems and factors influencing
customer satisfaction and improve the usage of online banking service. A survey of
questionnaire of 24 items had been adopted from data of 200 respondents were collected
from customers using online banking in Visakhapatnam city and uses statistical tools
such chi-square factor analysis cross tabulation and frequency table to interpret the data.
The success depends on the attitude, commitment and involvement of employees at all
level and their improvement and upgrading online security for the growth of online
banking.
Dr. T. Santhiya Ran, A. Saravanan (2018) in the title “A study on customer satisfaction
towards net banking with special reference to general banking customer in Coimbatore
city” the objective of the study to know about the factors influencing and customers
satisfaction of net banking service and service provided general banking sector.
Questionnaire is collected form online banking used by customers and convenient simple
percentage method and customer feedback and reference samples were collected by 70
number of respondents. As per the basic assumption we consider only those customers
who know how to use internet and access to internet and provide internet banking service.
Dr.R. Manohar, V. Vimalasri, M. Manikandan (2017) in the year studied title
“Customer satisfaction on internet banking services with reference to Virudhunagar
district” the online banking or internet banking offered convenience of banking from
anywhere, at any time. The researcher has taken 120 respondents from Aruppukottai town
through random sampling technique and collected both primary as well as secondary
data by using survey method and through journals, books and websites. Internet banking
is an integrals part of financial system, all internet banking products and services hold
strong position in terms of acceptance by the customer and there is a positive change in
internet banking to customer satisfaction.
Samsunisa. A (2016), aims to determine the factors that influence consumer adoption of

6
Internet banking services in Chennai city as well as to examine the relationship between
adoptions of Internet banking services with the demographic factors. The major
instrument for data collection was a Questionnaire that was designed on a 5-point Likert
scale to be able to collect quantitative data. The result shows that demographic variables
such as Education, Place of residence and Income play a positive role in adoption of
banking technology. The study states that with the shift in banking industry, the
customers are ready to adopt Internet Banking since it provides those values and benefits,
saves time and efforts. After reviewing various research papers and articles presented by
various researchers, we hereby in our study try to explore the satisfaction levels of the
customers adopting E-Banking services such as Internet Banking. ATM services, Mobile
Banking, e-payment services etc.
Nandhini. P. V (2016), explains that internet banking provides better understanding of
the customers and their attitudes towards technology. The study is mainly based on
primary data through issuing questionnaires to 200 respondents who reside in
Coimbatore. The tools used are simple percentage analysis and chi-square analysis from
the study, it is conducted that banker adapt new technology to satisfy their customers and
also to change the way of services for attracting customers.
Koorses & Kavitha (2016), indicates that the banking sector is the dominant sector
which is considered as the key to savings for the local public and for the government, a
source of GDP. The study conducted is based on secondary data. The tools used in the
study include trend and compound Annual Growth Rate (AGR). The study states that E-
Banking is both a boon and bane and the banking sector can overcome all the challenges
in the years to come.
Vikas Chauhan and Vipin Choudhary (2015), discusses the challenges and
opportunities associated with the internet banking in Indian contest. The discussion
concludes that the concept of internet banking is slowly gaining acceptance in Indian
scenario and efforts are being made by government agencies to make it more popular
among consumers. Considering the challenges and risk related to E-Banking, the
government of India along with various government agencies is making an effort to make
E-Banking more safe, secure and reliable. Starts that the way banks used to operate has
changed due to advent of internet in banking institutions. The implementation of internet
in banking organization has modernized banks. Implementation of internet banking
benefited both the banks as well as consumer.

7
 CHAPTER 3
COMPANY PROFILE
Yes Bank is one of India's leading private sector banks, established to provide a full range
of banking and financial services to individual and corporate clients. It offers a variety of
products, including retail banking, corporate banking, wealth management, and investment
services, with a focus on digital banking innovations. The bank is known for its technology-
driven approach, which has helped it build a strong presence in the Indian banking sector.
Over the years, Yes Bank has expanded its operations and developed a robust network of
branches and ATMs across the country. It is committed to providing customer-centric
solutions while ensuring transparency, reliability, and efficiency in its services.

The bank has also been actively involved in corporate social responsibility initiatives,
focusing on sustainability and community development. Despite facing financial challenges
in recent years, Yes Bank continues to work towards strengthening its financial position and
regaining customer trust through strategic initiatives and partnerships. The bank's focus
remains on innovation, service excellence, and creating value for its stakeholders.

8
Founder: Rana Kapoor and Ashok Kapur
Founded: 2004
Headquarters: Mumbai, Maharashtra, India
CEO: Prashant Kumar (as of the latest information)
Industry: Banking and Financial Services
Products and Services: Retail banking, corporate banking, wealth management,
digital banking, investment services
Branches: Over 1,000 branches across India
Key Focus Areas: Digital innovation, customer-centric solutions, sustainability,
corporate social responsibility

9
 CHAPTER 4
OBJECTIVE(S) OF THE STUDY
Main objectives are as follows:
1. To analyze the level of customer satisfaction with the online banking services
provided by Yes Bank.
2. To identify the factors influencing customer satisfaction and dissatisfaction with
Yes Bank's online banking platform.
3. To evaluate the effectiveness of the security features in Yes Bank's online banking
services.
4. To assess the usability and user experience of the online banking interface offered
by Yes Bank.

10
 CHAPTER 5
SCOPE AND RATIONALE OF THE STUDY
The study on customer satisfaction towards online banking of Yes Bank explores the
factors that influence customer experiences and perceptions of the bank's digital
services. It aims to identify key areas that enhance or hinder user satisfaction,
providing insights into customer expectations, preferences, and challenges. The scope
of this study includes understanding how customers interact with various features of
online banking, evaluating the efficiency and security of the services, and analyzing
the impact of digital innovations on user satisfaction. The importance of this study
lies in its potential to guide Yes Bank in refining its online banking strategies,
improving service quality, and increasing customer loyalty. By focusing on the
evolving needs of customers, the study can help the bank stay competitive in the
digital banking landscape and strengthen its relationship with its users.

11
 CHAPTER 6
RESEARCH METHODOLOGY

This section deals with the design of the study, methodology, target population, sample
size & sampling techniques. To test the proposed objectives, we adopted a descriptive
study and Factor analysis test is performed to find the result.
RESEARCH DESIGN
The study was descriptive in nature as it involved an online survey where we approached
consumers of products and asked them to fill up an online questionnaire in order to use
them find out issues related to the problem under study. Apart from this, we took in-to
account, the secondary dataset through the triangulation method. The study is descriptive
because the characteristics of the phenomena are well known and we, as a researcher,
have no control over the other variables. The descriptive study is also called an
explanatory study as it presents data in a meaningful way that helps us to understand the
characteristics of a group in a given situation, help make certain decisions, offer ideas for
further probe and research.
METHODOLOGY
The research contained the detailed study of the primary and secondary dataset, related to
various impacts of consumer behavior towards e-marketing. The primary dataset has
direct opinions of consumers through online designed questionnaires, so as to understand
their behavioral pattern. A well-defined structured questionnaire was administered to the
people for the survey purpose. The sampling technique used in this study is probability
and the sampling method was convenience sampling. We created a Google form for
questionnaire and circulated it in 200 people out of which we got 150 responses, after
screening the data we have taken was 100 responses, as our sample for project.
QUESTIONNAIRE
The questionnaire comprised of TWO sections. The first section gathered information on
the demographic profiles & valued respondents as per their quantitative behavior.
Questions about gender, income details, educational level, etc. were asked & certain
questions related to consumer awareness were asked.

12
SOURCES OF DATA
Data was collected through primary and secondary data sources.
PRIMARY DATA- Primary data is collected with the help of online designed structured
questionnaire.
SECONDARY DATA- Secondary data is collected with the help of published journals,
websites.
TARGET POPULATION
In general, the study has no specified age limit, but the population represented the
Residents of India.
SAMPLING SIZE & TECHNIQUE
A sampling technique is the identification of the specific process by which the entities of
the sample have been selected. We took Sample size of 100 people. In this research we
have used simple random probability sampling method for the easiness of data collection
and respondents are selected from different descriptive profiles.

13
 CHAPTER 7
DATA ANALYSIS AND INTERPRETATIONS

7.1 Gender

Gender No. of Respondents Percentage

Male 57 57%

Female 43 43%
Table No. 7.1

Gender of Respondents

43% Male
Female
57%

Chart No. 7.1

INTERPRETATION 7.1: - The above results show that there are 57% males
and 43% females o u t of 100 Customers.

14
7.2 Type of Bank Accounts

Type of Bank Account No. of Percentage

Respondents
Saving 28 28

Current 24 24

Fixed Deposit 32 32

Recurring Deposit 16 16

Grand Total 100 100

Table No. 7.2

16
28

Saving
Current
Fixed Deposit
Recurring Deposit
32

24

Chart 7.2

INTERPRETATION 7.2: The total number of respondents is 100, with the majority
of them 32% have fixed deposit, 28% have saving account, 24% have current account and
16% have recurring deposit.

15
7.3 How long have you been using the internet banking service?

Particular Customers Percentage

Less than 1 month 19 19%

1 to 6 months 26 26%

6 to 12 months 24 24%

More than 1 year 31 31%

Table No. 7.3

19
31
Less than 1 month
1 to 6 months
6 to 12 months

26 More than 1 year

24

Chart No. 7.3

INTERPRETATION 7.3:- The above results show that 19% customers are using
internet banking service less than 1 month, 26% customers are using internet banking
service 1 to 6 months, 24% customers are using banking service 6 to 12 months, and 31%
customers are using internet banking service more than 1 year.

16
7.4 By which mode do you use internet banking?

Particular Customers Percentage

Computer 6 6%

Mobile 88 88%

Other source 6 6%

Table No. 7.4

6 6

Computer
Mobile
Other Sources

88

Chart No. 7.4

INTERPRETATION 7.4:- The above results show that 6% customers are using
computer for internet banking, 88% customers are using mobile for internet banking, and
6% customer are using other source. The most of customers are using mobile for internet
banking.

17
7.5 Which of the following e- banking service are you aware of?

Particular Customers Percentage

Internet banking 24 24%
Mobile banking 32 32%
Debit card 15 15%
Credit card 5 5%
ATM 23 23%
Other 1 1%
Table No. 7.5

23 24
Internet banking
Mobile banking
Debit card
5 Credit card
ATM
15 Other
32

Chart No. 7.5

INTERPRETATION 7.5:- The above results show that 24% customers are aware
about internet banking, 32% customers are aware about mobile banking, 15% customers are
aware about debit cards, 5% customers are aware about credit cards, 23% customers are
aware about ATM, and 1% customer aware about other e-banking services.

18
7.6 Which type of problem are you facing while using e-banking service?

Particular Customers Percentage

More time taking in fund transfer 16 16%

Slow speed in working 32 32%

Not easy for non - educated person 52 52%

Table No. 7.6

16

More time taking in fund

transfer
Slow speed in working
52
Not easy for non -
32
educated person

Chart No. 7.6

INTERPRETATION 7.6:- The above results show that 16% customer are face the
problems while used internet banking like more time taking in fund transfer, 32% customers
are face the problems while used internet banking like slow speed in working, and 52%
customers are face problems like not easy for non-educated person.

19
7.7 Which of the following benefits accrue to you while using e-banking
service?

Particular Customers Percentage

Easy fund transfer 20 20%

Time saving 28 28%

Inexpensive 20 20%

Easy Processing 27 27%

Other Benefits 5 5%

Table No. 7.7

5
20
Easy fund transfer
27
Time saving
Inexpensive
Easy Processing
28 Other Benefits

20

Chart No. 7.7

INTERPRETATION 7.7:- The above results show that 20% customers benefits
while using e-banking service like easy fund transfer, 28% customers are benefits of time
saving, 20% customers are benefits of inexpensive, 27% customers are benefits of easy
processing, and 5% customers are benefits of others e-banking service.

20
7.8 Which of the following factors influence you the most to use internet
banking service provided by Yes Bank?

Factors Strongly agree Agree Disagree Strongly disagree

All time
75 22 3 0
availability
Ease of use 56 39 4 1

Security 38 50 11 1

Direct access 31 54 11 4

Percentage 50% 41% 2%

7%
Table No. 7.8

7 2

Strongly Agree
Agree
50
Disagree
41
Strongly Disagree

Chart No. 7.8

INTERPRETATION 7.8:- The above results show that the factors are most influence
to use the internet banking service. 50% customers are strongly agree, 41% customers are
agree and only 7% customers are disagree with the factor influence to use internet banking
service. So most of the customers are satisfied with factor influence to use internet banking
service.

21
7.9 To what extent are you satisfied with e-banking services?

Factor Highly Satisfied dissatisfie Highly

satisfied d dissatisf
ied
Fast transfer time 62 33 4 1
Security 53 40 7 0
Availability 53 40 6 1
Easy to use 61 32 4 3
Responsiveness 38 47 15 0
Accessibility 41 48 9 2
Percentage 51% 40% 8% 1%
Table No. 7.9

Highly Satisfied
Satisfied
51 Dissatisfied
40
Highly Dissatisfied

Chart No. 7.9

INTERPRETATION 7.9:- The above results show that 51% customers are rating
highly satisfied of internet banking service. 40% customer are rating satisfied, 8%
customers are rating dissatisfied and only 1% customers are rating highly dissatisfied of
internet banking service. So most of the customers are satisfied with the internet banking
service.

22
7.10 How satisfied are you with the E-Banking Services offered by the Yes
bank as per consumer’s needs?

Services as per consumer’s No. of respondents

needs
Strongly agree 11

Agree 51

Neutral 24

Disagree 8

Strongly disagree 6

Grand Total 100

Table No. 7.10

6 11
8
Strongly Agree
Agree

24 Neutral
Disagree

51 Strongly Disagree

Chart No. 7.10

INTERPRETATION 7.10: E-Banking Services offered by the banks are as per

consumer’s needs 11% respondents strongly agree to the statement, 51% respondents
agree to the statement, 24% respondents find the statement to be neutral, 8% respondents
disagree to the statement and 6% respondents strongly disagree to the statement.

23
7.11 How likely are you to recommend yes bank to others?

Particular Percentage

Very Likely 36%

Likely 19%

Neutral 20%

Unlikely 11%

Very Unlikely 14%

Table No. 7.11

14

Very Likely
36
11 Likely
Neutral
Very
20 Very Unlikely

19

Chart No. 7.11

INTERPRETATION 7.11: 36% respondents are very likely to recommend yes bank to
others, 19% are likely, 20% are neutral, 11% are unlikely and 14% are very unlikely to
recommend yes bank to others.

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 CHAPTER 8
RESULTS AND FINDINGS
1. Majority of the respondents (57%) are male.
2. Majority of the respondents (32%) respondents have Fixed Deposit account.
3. Majority of the respondents (31%) have been using the internet banking service for
more than a year.
4. Majority of the respondents (88%) use internet banking in their mobile.
5. Majority of the respondents (32%) are aware of mobile banking.
6. Majority of the respondents (52%) say not easy for non - educated person while using e-
banking service.
7. Majority of the respondents (28%) say time saving benefit accrue to them while using e-
banking service.
8. Majority of the respondents (51%) are satisfied with the E-Banking Services offered by
the Yes bank as per consumer’s needs.
9. Majority of the respondents (36%) are very likely to recommend yes bank to others.

25
 CHAPTER 9
DISCUSSIONS
Most of the customers expect helpline facilities. Most of the online banking users are not
well educated about online banking usage and security precautions. Customers may have
fear about risk associated with online banking. More complicated formalities and
procedures are adopted. Electronic Banking technology is useful to customers as well as
banks and other organizations. To increase efficiency, service quality of banks, safety,
integrity, E-Banking can be used in a rightful way.
Internet and mobile banking can be used only if the customers have knowledge about the
usage of internet and mobile otherwise it is not possible so bank should take measures
regarding this problem. The Form of the above analysis it can be concluded that the
changes happening in the field of banking services during. This pandemic need to create
more awareness among the public and digital platform usage by the public can become a
greater solution to the non-flexibility problems. To study the changes happening in the
field of banking due to covid19.To analyze customer perception towards the usage online
banking during pandemic in. To know their satisfaction and opinion about banking
services.

26
 CHAPTER 10
LIMITATIONS OF THE STUDY
 Respondents’ opinions may be biased, affecting the accuracy of the data collected.
 Data collection might be limited to specific geographic areas, excluding a broader
demographic perspective.
 Time constraints lead to incomplete data analysis or limited follow-up with participants.
 Rapid technological changes in online banking services could render the findings
quickly outdate.
 The study does not consider external factors like competitor services or market trends
influencing customer satisfaction.
 Limited access to detailed internal data from Yes Bank restrict the scope of the analysis.
 Respondents' lack of familiarity with specific online banking features affects their
feedback.
 Variability in internet connectivity and digital literacy among users influence their
experience and satisfaction levels.

27
 CHAPTER 11
SUGGESTIONS AND RECOMMENDATIONS

 Simplify the user interface and navigation of the online banking platform to make it
more intuitive and accessible.
 Strengthen security measures like two-factor authentication and real-time fraud alerts
to build customer trust.
 Regularly gather customer feedback on online banking services to identify areas for
improvement.
 Utilize data analytics to provide personalized banking experiences, including
customized offers and services.
 Offer 24/7 customer support through multiple channels like chat, email, and phone for
quick issue resolution.
 Continuously update and upgrade the online banking platform to ensure smooth
functioning and feature enhancements.
 Provide educational resources to help customers understand and make the most of the
online banking features.
 Optimize the platform for both mobile and desktop users to ensure a consistent
experience across all devices.
 Conduct periodic security audits to identify vulnerabilities and implement necessary
updates.

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 CHAPTER 12
BIBLIOGRAPHY
WEBSITES:
https://www.researchgate.net/
https://www.slideshare.net/
http://www.iosrjournals.org/

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