A PROJECT REPORT ON

AWARENESS ON E-BANKING SERVICES

Submitted to, YV UNIVERSITY KADAPA.516360

BACHELOR OF BUSINESS ADMINISTRATION

Submitted by

P. USHA RANI
Regd no: 222014070004

Under the supervision of

INTERNAL GUIDE EXTERNAL GUIDE

S. AZRA AZMAT
MBA, (Ph.D.), HOD, BBA.

DEPARTMENT OF BACHELOR OF BUSINESS ADMINISTRATION

SRI VENKATESWARA COLLEGE OF ARTS & COMPUTER SCIENCE

Sri Krishna Geethashramam road, proddatur- 516360, Kadapa dist

2022-2025

1 | PAGE
 SRI VENKATESWARA COLLEGE OF ARTS & COMPUTER
SCIENCE

(Affiliated to yogi Vemana University, kadapa)

This is to certify that the project report entitled FINANCIAL

BANKING SERVICES" is a beneficed work of MS.T.SUMEDHA regd. no. Submit-
ted to SRI VENKATESWARA COLLEGE OF ARTS & COMPUTER SCIENCE, prod-
datur in partical fulfilment of the requirements for the award BACHELOR OF
BUSINESS ADMINISTRATION This work report here in does not form of any
Other thesis on which a degree has been awarded earlier. This is further that
have worked for a period of TWO
months for work under our supervision and guidance.

INTERNAL EXAMINER EXTERNALGUIDE

2 | PAGE
 DECLARATION

I here declare that the project work entitled AWARENESS OF E-BANKING

SERVICES" Submitted by me under the guidance of “Mrs. S. Azra Azmat, HOD of
BBA" as a part of partial fulfillment of the requirement for the award of BACHELOR
OF BUSINESS ADMINISTRATION. I solemnly declare that the report is prepared
by me is original and has not been submitted to any institution.
I also declare that this project is a result of my own and has not been submitted to
any institution, University or published any time before.

Date:
Place: PRODDATUR Regd. No. 222014070004

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 ACKNOWLEDGEMENT

Developing a project is not a single person's effort but it is a combined of a

group of people. So many contributions fromn different category of people are
the development of this project, right from the initial stage to
required to develop a project successfully with all the functionalities fulfilled.
right time. We feel grateful to all the persons who helped us in studying the
implementation stage, so many people have helped us in doing the right things in
system, researching, developing and at last preparing the documentation.

I sincerely thankful to Mr. A. Hari Narayana, M.Phil. Secretary Cum

Correspondent, Madhura Sai Institute of IT & Management, Proddatur, for his
encouragement and inspiring words to me thoughout the period of my study.
I express my gratitude to Sri A. Hari Narayana, M. phil. Principal of SRI
VENKATESWARA COLLAGE OF ARTS & COMPUTER SCIENCE,
PRODDATUR, for making it convenient to undertake a project work.

I am sincerely thankful to my project guide Mrs. S. Azra Azmat,

M.B.A. HOD of Sri Venkateswara College of Arts and Sciences,
Proddatur, for his valuable guidance and patience for helping me in
bringing this project report to its final form and for her cooperation throught the project
work.

I am also thankful to all mylecturers in the department who have imparted in me

the knowledge in management discipline.

I am sincerely thankful to Mr. V. Mohammed Mustafa, M.Com.

M.B.A, (Ph.D.), Head of the Department of MBA to his Cooperation
and help throughout the project work. Finally, I place on record my deep sense of gratitude
to my parents and family members for encouraging me throughout my academic
Career.

P Usha Rani
222014070004

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 INDEX

CHAPTER NO. CHAPTER NAME PAGE NO.

1 INTRODUCTION
1.1 NEED OF STUDY.
2 OBJECTIVES OF THE STUDY. 6 - 16
3 LIMITATIONS OF THE STUDY

2 METHODOLOGY 17 - 21

3 DATA ANALYSIS & INTERPRETA- 22 -- 37

TION

4 FINDINGS AND SUGGESTIONS 38 - 39

5 CONCLUSION 40

6 ANNEXURE 41 - 43

7 BIBLIOGRAPHY 44

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 CHAPTER 1
INTRODUCTION TO E BANKING SERVICES

CHAPTER 1 INTRODUCTION TO E BANKING SERVICES

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 Introduction of study
E-banking is a blanket term used to indicate a process through which a cutomer is al-
lowed to carry out, personal or commercial banking tansactions using electronic and telecommunic-
ation network. It is a product offered by banks which facilitates online banking, with the help of
which the customer can have access to the bank account in just one click.
E-banking covers facilities such as fund transfer, checking account statements, utility bill
payments, opening of bank account, locating nearest ATM, obtain information on financial products
and services, applying for loans, etc.
Using a personal computer, smartphone, laptop or personal digital assistant. In simple
words, e-banking refers to a banking arrangement, with which the customer can perform various
transactions over the internet , which is end-to-end encrypted, i.e. it is completely safe and secure.
E-banking promotes paperless transactions. It comes with a number of rights, responsibilities and
fees as well. The range of services covered inder E-banking are:

1. Internet Banking: A baning facility provided to the customers through which the cus-
tomers are able to perform a number of monetary and non-monetary transactions, using
the internet, through the bank’s website or application.

2. Mobile Banking: Almost all the banks have designed their mobile
applications with which you can perform transactions at your finger-
tips. For this, four things are required – a smartphone, internet, mo-
bile application, and mobile banking service enabled in your bank
account.

3. ATM: Automated Teller Machine, popularly known as ATM is one of

the most common and initial service, provided under e-banking. It is
not just a machine with which you can withdraw cash as and when
required, but it also allows you to check your account status, status,
transfer fund, deposit fund, changes mobile number, change Debit
Card PIN, i.e. Personal Identification Number.

4.
4. Debit Card: Debit cards are used in our day to day life so as to perform
end number of transactions. Debit cards are linked to the customer’s ac-
count and so the customer only needs to swipe the card, in order to make
payment at Point of Scale(POS) outlets, online shopping, ATM withdrawal.

7 | PAGE
In this way, the amount is deducted from the customer’s account deir-
ectly.

5.Credit Card: Just like a debit card, a credit card is also a payment card
which the banks issue to the customers on their request, after checking
their credit score and history. It enables the cardholder to borrow funds
upto the pre-approved lilmit is granted by the banks which issue the card.
The cardholder promises to repay the amount within a stipulated time,
with some charges, for the use of credit card.

6.Point of Sale (POS): Points of sale system refers to the point, in terms of
date, time and place (retail outlet) where the customer makes payment
using a plastic card for the purchase made or services received.

7.Electronic Data Interchange (EDI): EDI is a new mode of communicating

information between businesses electronically using a standardized
format.

e-banking is the result of the internet and e-commerce. E-banking

is a service provided by the banks, in which a customer is allowed to con-
duct transactions using the internet. It is an electronic payment system
that allows users of any financial institutions(banks, insurance companies,
brokerage firms, etc.) to perform financial transactions using the internet.
Usually, this service is offered by banks which gives their custom-
ers the facilities of online banking through which they can have access to
their accounts within a few seconds and click. Online banking includes the
facilities such as Account Statements, Fund transfers, Acconting Opening,
Financial Product Information, etc. There is no need for any human oper-
ator to respond to the customers. The banks have a centralized database
and everything is automated. It lowers the banking cost and strengthens
the banking relationship by adding value to the service. It provides bank-
ing services bia the internet and it is end- to-end encrypted, which means
CHAPTER 1 INTRODUCTION TO E-BANKING SERVICES

it is completely safe and secure. It also promotes paperless financial trans-

actions. The world is changing at a staggering rate and technology is con-

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sidered to be the key driver for these changes around us. An analysis of
technology and it’s uses show that it has permeated in almost every as-
pect of our life, many activities are handled electronically due to the ac-
ceptance of information technology at home as well as at workplace.
Slowly but steadily, the Indian customer is moving towards the internet
banking.
The ATM and the Net transactions are becoming popular. But the cus-
tomers clear on one thing that he wants netbanking to be simple and the
banking sector is matching its steps to the march of technology. E-bank-
ing or Online banking is a generic term for the delivery of banking services
and products through the electronic channels such as the telephone, the
internet, the cell phone etc. The concept and scope of e-banking is still
evolving.

OBJECTIVES OF THE STUDY

1. To Attract Customers:

One of the important objectives of e-banking is to attract objectives

of e-banking is to attract customers. E- banking is helping the cus-
tomers by providing online services. It is attracting the customers
and making the banking system easier.

2. To Provide Liquidity:

E-banking helps to provide liquidity to the banks, because consumers

do online transactions, which means there are no withdrawal of
physical money. SO, E-banking to provide liquidity.

3. To Boost Economy:

E-banking helps to boost the economy, Because online transaction

helps to maintain the cash in the economy, which would be use dur-
ing recession of the economy.

4. To Provide 24/7 Service:

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The world economy is growing, people are doing business globally. It
require 24*7 banking service. E-banking doing the same. It is one of
the important objectives of e-banking.

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CHAPTER 1 INTRODUCTION TO E-BANKING SERVICES

SCOPE OF THE STUDY

Without a sound and effective banking system in India it cannot have a

healthy economy. The banking system of India should not only be hassle free but it
should be able to meet new challenges posed by the technology and any other ex-
ternal and internal factors.
The information system is paramount concern to the banks in today’s busi-
ness environment. The business of cooperative bank has increased phenomenally in
recent years due to the sharp increase in numbers of urban co-operative banks. This
exponential growth of Co operative Bank in India is attributed mainly to their much
better local reach, personal interaction with customers, and their ability to catch the
nerve of the local clientele. A software development methodology refers to the
framework that is used to structure, plan, and contro the process of developing an
information system. Each of the available methodology and techniques are best
suited to specific kinds of projects, based on various technical, organizational and
available resources.
With reference to above revelent information the main objective is to study
the induction of IT tools in urban cooperative bank in light of software engineering
concept. With the help of this initital information the followings are some of the
objectives of the study –
To study the Information Technology in view of research study
To study the use of Information technological means in the system
To study the feedback of the past transaction system
To study the existing transaction system
To study the all dependent parameters
To study the work culture of customer, employee and management
To study the feedback of the existing transaction system
To study the service provided by the system in view of customer relation
To study the view of management, employee and cutomers review
To study the feedback of implemented technology
To study on collected data and information by applying various methods

NEED OF THE STUDY

With the advent of liberalization policy and RBI’s easy norms several
public, private and foreign banks have entered in Indian Banking sector
which has given birth to cut throat competition amongst banks for ac-
quiring large customer base and market share. Banks have to deal with

11 | PAGE
many cutomers and render various types of services to it’s customer and
if the customers are not satisfied with the service provided by the banks
then they will defect which will impact economy as a whole since banking
system plays an important role in the economy of a country, also it is very
costly and difficult to recover a dissatisfied customer. Since the competi-
tion has grown manifold in the recent times it has become a Herculean
task for organizations to build loyalty , the reason being that customer of
today is spoilt for choice.

Retaining customers is a financial imperative for Indian banks, es-

pecially as attracting new customers is considerably more expensive than
for comparable, traditional, brocks-mortar stores. Understanding how or
why a sense of loyalty develops in customers remains one of the crucial
management issues of the present day. In increasing competitive markets,
being able to build loyalty in customers by increasing their satisfaction is
seen as the key factor in winning market share and developing sustainable
competitive advantage.

Today the customer demands the services of banks 24 hours where

he lives even he is in the airplane. Now in this modern age the entire
banking structure has been changed due to widespread internet techno-
logy. Now all the business like ecommerce, trade, import, export, pur-
chase and sale goods is relying upon electronic banking. By using the ad-
vance electronic technology the banking services are fast and econom-
ical. There is a saving time a saving money in the use of E-banking . If any
country wants to work in the world market, it will have to improve the
banking services at international level because old traditional banking is
not acceptable in the changinh global economy.
The online banking facility has been provided by the large number of
commercial banks. On other hand credit card facility is also available in
the various commercial banks. Now every bank wants to attract custom-
ers and for this purpose the offers the latest facilities so it seems that no
any bank will survive in the market if he fails to provide up date facilities.
Internet banking is the use of internet as a delivery channel for the bank-
ing services, including traditional services, such as opening an account ,

12 | PAGE
or transferring funds among different accounts, as well as new banking
services such as electronic bill presentment and payment, which alow the
customers to pay and receive the bills on a bank’s website.

In this fast moving technological world, every human activity is transform-

ing to technology based, and human lifestyle also changed with this a lot
CHAPTER 1 INTRODUCTION TO E-BANKING SERVICES
of. S0, a speed and convenient system is necessary in the banking sector
also. Here comes the use and effectiveness of e-banking with the present
world’s requirements. E-banking ensures 24hours of service to it’s cus-
tomers. The cost of transactions and effort fir the access is neglibly small
compared to the traditional banking system. The Indian government has
put a reasonable care to this system and announced various programs
and schemes like Digital India, Jan dhan yojana, Aadhar linking with bank
accounts, cashless economy initiatives etc. It is hopeful that Indian bank-
ing sector. It is hopeful that Indian banking sector is fairly mature and also
they are trying to make innovations in this sector. The shops keepers are
willing to install the POS swiping facility t simplify the money transactions
with customes and dealers.

13 | PAGE
CHAPTER 1 INTRODUCTION TO E-BANKING SERVICES
1. To study the awareness regarding E-banking among college students
2. To analyze the awareness of people with reference to E-Banking
3. To observe the frequency ans the factors that influence the accept-
ance of E-Banking services.
4. To determine the satisfaction level of people
5. To comprehend the problems encountered in by the people while
using E-Banking services.
6. This study will help banks to customize the e-banking services , ac-
cording to customer need
7. To comprehend the concept of e-banking and to get acquainted of
various aspect of e-banking.
8. When a fund is transferred from one bank to another bank electron-
ically, it is called an electronic fund transfer.
9. E-banking covers digital payments, which having transparency, it
usually supports 24*7 access to banking services. So customers can
avail services as per their time.
10. It is a very convenient and easy to use service for customers as
they do not have to visit the bank branches everytime.
11. It provides the best features, such as notification services
which inform cutomers of anything and everything happening with
their banking services.
12. Financial discipline is inculcated as each and every transaction
is recorded.

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CHAPTER 1 INTRODUCTION TO E-BANKING SERVICES
LIMITATIONS OF THE STUDY
 Time period was inadequate, so inadequate time period to collect
Primary Data.
 Interacting with people was challenging for a moment
 Poor reactions because some respondents replied without under-
standing the question
 Semantic problem with senior citizen while filing the questionnaire,
Questionnaire in English and they know Hindi it’s difficult to per-
suade them.
 Online banking requires effective cutomer service of handling is-
sues faced by the user. But lack of customer support creates disap-
pointment among the cutomers.
 During the online banking there are various issues faced by the
user such as transferred payment is not reflected, payment failed,
and other issues due to technical support.
 Long procedure to access e-banking – In some countries, govern-
ment banks are providing internet banking by filling the internet
banking form then after approval you can access secutity password
to log in. An individual need to download the App of specific bank-
ing then all credentials needs to be filled for login successfully .
 NO Actual Branches – The workers at you local branch may be
spoken with directly when you use a traditional bank. If and when
you require extra financial services , such as loan , or when you
must modify banking arrangements, that can be a benefit.
 Tech-related Service disruptions – We are dependent on the reliab-
ility and effectiveness of the system whenever we utilise computers
or an internet connection. If your internet service is delayed or un-
available for a while, it will obviously limit your ability to access
your accounts online.

15 | PAGE
CHAPTER 1 INTRODUCTION TO E-BANKING SERVICES
1. Problem of security:

Security and privacy aspects are major issue incase of E-Banking

transactions. Various sites are not properly locked at to ensure
weather customer’s money is safe in cyber world or not.

2. High cost:
The insfrastructural cost of providing E-Banking facility is high.
The banks not only have to automate front-end services but also
back office services, which involve high cost.

3. Lack of awareness:
Another great hindrance is lack of awareness because effective
and wide media efforts in publishing Internet Banking need to be
emphasized .

4. Wrong Assumption by the people:

Many people are away from net-banking on the assumption that
it is more expensive than the traditional method of dealing with
bank transactions. They still prefer going to bank to perform
transactions.

5. Lack of computerizationLack of computerization and low density

of telephone lines is also a bottleneck for e-banking. services in
India.

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CHAPTER – 2 METHODOLOGY

METHODOLOGY

RESEARCH DESIGN: The present study is designed as an exploratory research is the

research conducted to know the nature of problem and does not intend to provide a
conclusion but a better idea.

SOURCE OF DATA: Under this study both primary and secondary data are used. The
primary data is collected by filling the questionnaire from the consumers of areekode block
panchayath.

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CHAPTER – 2 METHODOLOGY

TOOLS USED
Data collection tools:

1. Primary data: Questionnaire

2. Secondary data: Books, journals, websites

Data analysis tools: For the purpose of analysis the information obtained
through primary data the tools used are percentages, weighted average, chi-
square test.

Data presentation tools: The tools used for presentation are tables, graphs,
charts, and diagrams.

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CHAPTER – 2 METHODOLOGY

TOOLS, PRODUCTS AND SERVICES OF E-BANKING

TOOLS OF E- BANKING

Automated Teller Machine

The Auto mated Teller Machines are computerized telecommunication device that provides
a financial institutions customers a method of financial transactions in a public space
without the need for a human clerk or bank teller. These are meant for balance enquiries,cash
withdrawals and many other facilities depending upon policies of the bank. Thisrequires a valid
Customer ld and password to log in and is therefore safe to be used.

Debit Card
Debit Cards is another advanced technology of the electronic banking. Now-a-days, these
cards are the multi-purpose cards and can be used in ATMs for balance enquiry and cash
withdrawal or can be used for easy shopping at various counters. Debit Cards ensure the
automatic deduction of amount from the account just by scratching it on the machine.

Credit Card
A credit card system is a type of retail transaction settlement and credit system, named after
the small plastic card issued to users of the system. In the case of credit cards, the issuer
lends money to the consumer. Credit cards become very popular in India with the
introduction of foreign banks in the country.

Smart Card
A Smart card is a plastic card used for storing and retrieving personal information.
Normally, it is the size of a credit card and contains electronic memory and possibly an
embedded integrated circuit.

Kiosk machine
A kiosk is a smalI, free structure that displays information or provides a service. Kiosks can
be manned or unmanned, and unmanned kiosks can be digital or non- digital. In business,
kiosks are often used in locations with highfoot traffic. In shopping mall ,for example an
unmanned ,non -digital kiosk can be placed near entrances to provide people passing by
with directions or promotional messaging .manned kiosks temporarily set up in aisels can
provide businesses that have seasonal sales cycles with a cost effective way to display
wares, and digital kiosks placed near movie theatres can provide online banking or ticket
sales services.

E-BANKING SERVICES

Online Bill Payment Service

Each bank has tie - ups with various utility companies,service providers and insurance
companies, across the country. You can facilitate payment of electricity and telephone bills,
mobile phone and insurance premium bills. To pay your bills, all you need to do is complete a
simple one-time registration for each biller. You can also set up standing instructions online to
pay your recurring bills, automatically. Generally, the bank does not charge customers for online
bill payment.
ND

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CHAPTER – 2 METHODOLOGY

Fund Transfer

You can transfer any amount from one account to another of the same or any another bank.
Customers can send money anywhere in India. Once you login to your account, you need to
mention the payee"'s account number, his bank and the branch. The transfer will take place in a
day or so, whereas in a traditional method, it takes about three working days.

Types of fund transfer

EFT
It is the electronic transfer of money from one bank account to another , either within a single
financial institution or across multiple institutions,via computer based systems, without the
direct intervention of bank staff.

NEFT
National electronic fund transfer (NEFT) is a nation- wide payment system facilitating one to
one funds transfer. Under this scheme ,individuals can electronically transfer funds from any
bank branch to any individual having an account with any other bank branch in the country
participating in the scheme .it operates on a deferred net settlement (DNS) basis which settles
transactions in batches .There is no minimum limit and maximum limit is 10 lakhs.

RTGS
It is the electronic payment system that allows individuals to transfer funds between banks. it is
based on gross settlements where transaction is settled on an instruction basis The minimum
limit of transactions is 2 Lakhs and maximum limit is 10lakhs.

UPI
It is a payment system launched by national payment corporation of india and regulated by the
reserve bank of india which facilitates the instant fund transfer between two bank accounts on
the mobile platform. It is built over (imps) for transferring funds using virtual payment
address,a ccount number with IFS Code, mobile number with MPIN.

Shopping At Your Fingertips

Leading banks have tie ups with various shopping websites. With a range of all kind of products,
you can shop online and the payment is also made conveniently through your account. You can
also buy railway and air tickets through Internet banking.

Credit Card Customers

With Inte rnet banking, customers can not only pay their credit card bills online but also get a
loan on their cards. If you lose your credit card, you can report lost card online.

Ticket Booking
Internet banking provides the facility to book various tickets like railway, air tickets, movie
tickets and other programs entry passes through online by making tied up with those parties.

Investing Through Internet Banking

You can open an FD online through funds transfer. Now investors with interlinked demat

20 | PAGE
CHAPTER – 2 METHODOLOGY

account and bank account can easily trade in the stock market and the amount will be
automatically debited fromn their respective bank accounts and the shares will be credited in
their demat account. Moreover, some banks even give you the facility to purchase mutual funds
directly from the online banking system. Nowadays, most leading banks offer both online
banking and demat account. However if you have your demat account with independent share
brokers, then you need to sign a special form, which will link your two accounts.

Recharging Your Prepaid Phone

Now, we can top-up our prepaid mnobile phones by logging in to Internet banking., By just
selecting your operator's name, entering your mobile number and the amount for recharge.
your phone is again back in action within few minutes

Lending
E-banking allows the customers the ability to apply for loans online. Make immediate loan
decisions and give an on-the-spot response. Our interactive loan decisions are based on
financial institution"'s own decision criteria and the applicant"'s real time credit bureau data at
all major credit bureaus.

Imaging
Internet banking provides customers fast, easy and secure electronic access to their check
images and statements, it is convenient for them from home or office.

Account Alerts
E-banking gives the financial institution the opportunity to notify customers with real time
account alerts. Customers define real-time, "tell me when" alerts that notify them when a chec
clears an account: an account balance threshold is met; and/or a specified transaction activity
occurs. This solution is the perfect add-on to Internet Banking solution, enabling a financial
institution to truly leverage 24/7 online banking channel.

Account Opening & Funding

E-banking provides an automated online account opening and funding process for new
accounts. Automating real-time account opening and funding allows you to lower account
opening costs by minimizing costly manual processes and making products and services
available to consumers 24/7.

21 | PAGE
CHAPTER – 3 DATA ANALYSIS & INTERPRETATION

GENDER WISE CLASSIFICATION

GENDER NUMBER OF RESPONDENTS PERCENTAGE

MALE 52 52
FEMALE 48 48
TOTAL 100 100

Number of Respondents

INTERPRETATION
Male respondents are more than female respondents; they constitute 52 percent and only 48 percent form
female respondents.

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CHAPTER – 3 DATA ANALYSIS & INTERPRETATION

EDUCATIONAL QUALIFICATION OF RESPONDENTS

EDUCATION QUALIFICATION NUMBER OF RESPONDENTS PERCENTAGE

Up to SSLC 22 22
HSC 27 27
UG 20 20
PG 17 17
OTHERS 14 14
TOTAL 100 100

27 percent
are studied
up to HSE
and 17 per-
cent are
post gradu-
ates. 20 %
is graduates.
It is clear
that major-
ity of re-
spondents
aware of E-
Banking
services be-
cause they
are edu-
cated.23

Occupation Number of respondents Percentage

Gov. employee 18 18
Private employee 46 46
Self employed 15 15
Others 21 21

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 Total 100 100

CHAPTER – 3 DATA ANALYSIS & INTERPRETATION

INTERPRETATION

It is clear from the table that 46 % of the respondents are private employees. Only 18 percent of respond-
ents are fall in the category of Govt. Employee. It is clear that the maximum Number of persons can adopt
E-Banking services because of their busy daily life.

ANNUAL INCOME OF RESPONDENTS

Annual Income No. of respondents Percentage
Below 1 lakh 52 52
1 lakh – 3 lakh 40 40
3-5 lakh 8 8
Total 100 100

CHART

INTER-
PRETA-
TION

Among the
total re-
spondents
49 % of re-
spondents
are the cus-
tomers of
SBI, 20 % re-
spondents

24 | PAGE
are Federal bank, 16 % of respondents are the customers of HDFC, 15 % of them are customers of others
banks.

25 | PAGE
CHAPTER – 3 DATA ANALYSIS & INTERPRETATION
BANK ACCOUNT OF CONSUMERS

Category No. of respondents Percentage

SBI 49 49
FEDERAL 20 20
HDFC 16 16
Others 15 15
Total 100 100

CHART

INTER-
PRETA-
TION

From the
above table
that is clear
that most
(80 percent)
customers
have sav-
ings account
in the bank.
Savings ac-
counts are
mainly
opened for
increasing
saving habits of the people. 10 percent have fixed deposits. Only 4 percent have current account. Current ac-
count are mainly opened.

26 | PAGE
CHAPTER – 3 DATA ANALYSIS & INTERPRETATION

DURATION OF USING BANKING SERVICES

Period No. of respondents Percentage

< 1 year 13 13
1-2 years 23 23
2-3 years 17 17
> 3 years 47 47
Total 100 100

CHART

INTERPRETATION

Most of the customers are aware about E-Banking services. At the same time 26 percent of customers are not
aware of E-Banking services. They are aware about ATM only. Mainly educated respondents are aware about
E-Bankng services provided by the bank.

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CHAPTER – 3 DATA ANALYSIS & INTERPRETATION

SOURCE OF KNOWING E-BANKING SERVICES

(RANKING)
SOURCE RANK 1 RANK 2 RANK 3 RANK 4 RANK 5
Bank officials 32 20 8 32 8
Advertisement 20 8 32 20 20
Family 8 44 8 20 20
Friends 20 20 32 20 8
Others 20 8 20 8 44

SOURCE RANK 1 RANK 2 RANK 3 RANK 4 RANK 5 Mean Rank

Square
Bank officials 160 80 24 64 8 2.52 5
Advertisement 100 32 96 40 20 2.88 3
Family 49 176 24 40 20 3 2
Friends 100 80 96 40 8 3.24 1
Others 100 32 60 16 44 2.36 4

28 | PAGE
 CHAPTER 3 DATA ANALYSIS & INTERPRETATION

INTERPRETATION

Most customers came to know E-Banking services from friends and secondly from families. 3 rdrank goes to
advertisement. Last rank goes to others. They came to know E-Banking services aslo from other services in-
clude co-workers.

CHART

29 | PAGE
CHAPTER – 3 DATA ANALYSIS & INTERPRETATION
LEVEL OF AWARENESS ABOUT VARIOUS E BANKING SERVICES

SERVICE HW A N LA HNA Percentage

Online bill 210 88 57 22 6 77
payment
Fund transfer 180 112 24 22 17 71
Ticket book- 145 132 42 24 12 71
ing
Shopping 210 108 33 24 8 77
Lending 100 76 42 40 27 57
Recharging 320 80 9 22 2 87

CHART

INTERPRETATION

most of the consumers (87 percent) are highly aware about recharging services. 77 percent of customers are
aware about online bill payment. 71 percent of respondents are aware about transaction and ticket booking.
Only 57 percent of customers are aware about lending services provided by the bank.

30 | PAGE
CHAPTER – 3 DATA ANALYSIS &INTERPRETATION
MOST FAMILIER FUND TRANSFERS

CATEGORY No. of respondents PERCENTAGE

EFT 50 50
RTGS 22 22
UPI 9 9
NEFT 19 19
Total 100 100

INTERPRETATION

Among the total respondents, 50 % of respondents are more familiar with EFT (Electronic Fund Transfer),
22 % of respondents are familiar with RTGS (Real time gross settlement), 19 % of respondents are familiar
with NEFT ( National electronic fund transfer), and remaining are familiar with UPI ( United payment
scheme).

31 | PAGE
CHAPTER – 3 DATA ANALYSIS & INTERPRETATION
USAGE OF BANKING SERVICES

USE No. of respondents ‘ percentage

Regularly 14 14
Often 39 39
Occasionally 25 25
Sometims 14 14
Rarely 8 8
Total 100 100

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CHAPTER – 3 DATA ANALYSIS & INTERPRETATION
E – BANKING SERVICES PERSONALLY ADOPTED

E-Banking services No. of respondents that are personally adopted

ATM/debit cards 100
Mobile banking 22
Internet Banking 26
Cash deposit machine 56
Credit card 24
Tele banking 9
Any other 46

Chart

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CHAPTER – 3 DATA ANALYSIS & INTERPRETATION
INFLUENCING FACTORS TO PREFER BANKING SERVICES

Factors SA A N DA SDA percentage

Easy Access- 280 156 15 0 0 90
ibility
Time saving 250 124 33 12 124 33 12 2 64.2
& money sav- 2 64.2
ing
Innovative 60 72 160 16 6 64.4
and efficient
services
Ensure secur- 109 224 15 2 0 82.2
ity
Relevance 75 72 156 26 2 66.2
after demon-
etization

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CHAPTER – 3 DATA ANALYSIS & INTERPRETATION
LIMITING FACTORS FACED BY CUSTOMERS

WHILE OPERATING TRANSACTION (RANKING)

FACTORS RANK 1 RANK 2 RANK 3 RANK 4

Fear about security 56 32 11 1
Lack of through 35 25 22 18
knowledge
Networking prob- 44 29 18 9
lem
Pseudo massages 36 45 12 7
received

Factors RANK 1 RANK 2 RANK 3 RANK 4 Mean square Rank

Fear about se- 224 96 22 1 3.43 1
curity
Lack of 140 75 33 18 2.77 4
through
knowledge
Networking 176 87 36 9 3.28 2
problem
Pseudo mas- 144 135 24 7 3.1 3
sages re-
ceived

CHART

35 | PAGE
CHAPTER – 3 DATA ANALYSIS & INTERPRETATION

As per the opinion of respondents, highest limiting factor is fear about security, second limiting factors is
networking problem, third limiting factor is pseudo massages received, and the lowest limiting factor is lack
of through knowledge.

OPINION ABOUT VARIOUS FACTORS REGARDING

E-BANKING SERVICES

FACTORS VERY LOW LOW LOW AVER- HIGH VERY HIGH PERCENT-
AGE AGE
Overall trust 0 4 147 160 45 71.2
Trust in tech- 2 40 174 64 20 60
nology
Security form 0 22 177 80 40 64.2
Fraud 0 8 129 184 35 72.4
24 hour ser- 0 18 54 112 2.25 8
vices

36 | PAGE
CHAPTER- 3 DATA ANALYSIS & INTERPRETATION

CHI – SQUARE TEST

HO: The eduational qualification and level of awareness about E- banking services are independent.
Not aware Not aware Total
SSLC 2 14 16
HSC 11 10 21
UG 22 2 24
PG 21 0 21
OTHERS 18 0 18
Total 74 26 100 74 26 100

O E (O-E)2/E
2 11.84 8.177
11 15.54 1.326
22 17.76 1.012
21 15.54 1.918
18 13.32 1.644
14 4.16 23.27
10 5.46 3.775

Calculate value, x2 = (O-E) 2/E

= 54.143

Degree of freedom = (c-1) (r-1) = 4

Table value at 5 percent level of significance for 4 degree of freedom is 9.49. The calculated value is more
than the table value. Therefore the null hypothesis rejected. Therefore the educational qualification and level
of awareness about E-Banking Services are independent.

37 | PAGE
CHAPTER – 4 FINDINGS & SUGGESTIONS

FINDINGS

It is found that majority of the respondents are aware about E-Banking services provided by the
BANK. But only some of the respondents are using these services. Major findings are;

ATM is the most preferred E-Banking service to the respondents.

80% of the respondents are using savings bank deposit of the bank.

47% othe people are started to using E-Banking services from more than 3 year. This is because
most of the people are using at least ATM facility provided by the bank. Majority of the respondents
are aware the E-Banking services from their friends andrelatives.

87% of respondents are aware about recharging service provided by the bank.50 % oT

the respondents is more familiar with EFT. 39% of respondents using E-Banking service in often.

Only some respondents are using internet banking and mobile banking facility. Most
of them aware about mobile banking and internet banking even though they are not using such
facilities. 90% of the respondents have the opinion the most influencing factor is that it is easily
accessible.

The limiting factors faced by consumers while operating E-Banking services are fear about security
and networking problem.

The opinion about E-Banking services by the respondents is 24 hours service, and trust in
technology.

The educational qualification and level of awareness of E-Banking services are dependent.

Because they can know more about E-Banking services.

38 | PAGE
CHAPTER – 4 FINDINGS & SUGGESTIONS

SUGGESTIONS

Suggestions from the study

1) Bank should give awNareness to their customers to use more of EBanking services.

2) Motivate the customers to use E-Banking services.

3) Make the site more users friendly.

4) Create a trust in the minds of consumers towards the security issues.

5) Avoid networking problem with proper technologies as it creates delay in transactions.

6) E-Banking system should be enhanced to make the online enquirya and online payment much
easier to consumers.

7) Promote the use of fund transfers as many of them are aware of it.

Suggestions from the respondents

8) Reduce the charges levied for the use of E-Banking services.

9) Bring innovative developments into E-Banking so that it creates ano interest to use E-Banking
services. Provide more offers and discounts for all products by the use ofo cards.

10) More advertise ment should be made in print Medias, televisiono channels etc.to aware general
public.

11) The bank should take necessary steps C of create awareness amongo rural people about the
advantages of E-Banking.
12) Give opinion to change the address provided in E-Banking

39 | PAGE
CHAPTER – 5 CONCLUSION

CONCLUSION

E-Banking has become a necessary survival weapon, Today, the click of the mouse offers customers
banking services at a much lower cost and also empowers them with unprecedented freedom in
choosing vendors for their financial service needs. Banks have to upgrade and constantly think of
new innovative customized packages and services to remain competitive. Banks have come to
realize that survival in the new E-Economy depends on delivering some or all of their banking
services on the internet while continuing to support to support their banking traditional
infrastructure. The rise of E-Banking is redefining business relationstips and the most successful
banks will be those that can truly strengthen their relationship with their customers .without any
doubt, the international scope of E-Banking provides new growth perspectives and internet business
is a catalyst for new business processes.

Most of the customers are aware about E-Banking services but they hesitate to use it and some
customers are unaware about all E-Banking services provided by the bank. So the bank should take
Some measures for removing such hesitation of customers and for increasing awareness among
public about the E-Banking products and services.

40 | PAGE
 ANNEXURE

QUESTIONNAIRE

1. Name

2. Age

3. Gender

a) Male

b) Female

4. Educational qualification

a) Up to SSLC HSE

b) UG

c) PG

d) OTHERS

5. Occupation

a) Govt. Employee

b) Private employee

c)Self-employed

d)Others

a)SBI

6. Annual income

a) Below 1 lakh

b)1-3 lakh

c) 3-5 lakh

Others

c)HDFC

7. In which bank you have account?

b) Federal bank8. Type of your bank account?

a)Saving a/c

41 | PAGE
 ANNEXURE
b)Current a/c

c)Recurring deposit a/c

d)Fixed deposit a/c

9. How long have you using banking services?

a)Less than 1 year

b)1-2 year

c)2-3 year

d)More than 3 year

b)No

10. Do you have any awareness among e-banking services?

a)Yes

11. If yes, how did you come to know about e-banking services?

a) From bank officials

b)from advertisement

c)From family members

d)from friends Others

13. Among these which fund transfer are more familiar to you?

a) EFT (Electronic Fund Transfer)

b) RTGS (Real Time Gross Settlement)

c)UPI (Unified Payment Scheme transfer

d) Rarely

NEFT (National Electronic Fund Transfer)

14. How often do you use e-banking services?

a) Regularly

b)Often Occasionally

42 | PAGE
c)Sometimes
15. The E-banking services that you have personally adopteda)lnternet banking

b)Mobile banking

c) ATM

d) Cash deposit machine

e) Self-service kiosk

f) Telebanking

g) Credit card

43 | PAGE
BIBLIOGHRAPHY

BOOKS

1. SOHANI AK and RAO NAGESWARA KATURI innovations in banking ,HYDERBAD THE ICFAI UNI-
VERSITY PRESS 2008

2. KOTHARI CR :Research Methodology: methods and techniques, 2nd Edition New Age
International Publishers, New Delhi(2009)

3. TULSIAN P, VISHAL PANDEY C; quantitative techniques, Pearson education new Delhi,(2004)

JOURNALS

International journal of multidisciplinary research vol.2 issue January

• 2012,issue,January 2012 ,issue 22315780 International journal of scientific and researc

publications vol.3, issue 9,September

•2013 International journal of innovative research and development

• International journal of commerce and management research

• WEBSITES
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https://www.wikipedia.com==

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