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REPORT
ON
CONSUMER BEHAVIOUR
TOWARDS E BANKING
HDFC & ICICI
Submitted By:
Submitted To:
PREFACE
The above report is research study on the perception of people towards services offered by
cinema halls and what gives a strong feeling to them to visit to these places. This report brings a
complete view and full picture about an attitude which is carried out by general public towards a
various services offered by different cinema houses. Thus it depicts what forces an individual to
decide what he/she prefers may be due to his/her previous experience or learning.
We have outlined various factors which are in trend and thus keeping those factors we have
designed a questionnaire which helped us to collect data from various people and finally we have
analysed the different perceptions of people and their common outlook for such a place.
We would like to acknowledge and express sincere thanks to DR .R.P Patel Sir who is our
mentor in the above research project. It was his support and knowledge which helped us to
progress ahead in this topic. Finally we would like to acknowledge the Cinema halls
(multiplexes) which we visited and by approaching these places we were able to carry out our
research in depth.
CONTENT
CHAPT
ER
PARTICULARS
I PREFECE
PAGE
NO.
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1 INTRODUCTION
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BIBLIOGRAPHY
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QUESTIONAIRE
63
CHAPTER 1: INTRODUCTION
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INTRODUCTION OF E-BANKING
The world is changing at a staggering rate and technology is considered to be the
key driver for these changes around us. An analysis of technology and its uses show
that it has permeated in almost every aspect of our life. Many activities are handled
electronically due to the acceptance 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 customer
is clear on one thing that he wants net-banking to be simple and the banking sector
is matching its steps to the march of technology. E-banking 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. It facilitates an effective payment
and accounting system thereby enhancing the speed of delivery of banking services
considerably. Several initiatives have been taken by the Government of India as well
as the RBI (Reserve Bank of India); have facilitated the development of e-banking in
India. The government of India enacted the IT Act, 2000, which provides legal
recognition to electronic transactions and other means of electronic commerce. The
RBI has been preparing to upgrade itself as regulator and supervisor of the
technologically dominated financial system. It issued guidelines on the risks and
controls in computer and telecommunication systems to all banks, advising them to
evaluate the risks inherent in the systems and put in place adequate control
mechanisms to address these risks.
HISTORY OF E- BANKING
The precursor for the modern home online banking services were the distance
banking services over electronic media from the early '80s. The term online became
popular in the late '80s and refers to the use of a terminal, keyboard and TV (or
monitor) to access the banking system using a phone line. Home banking can also
refer to the use of a numeric keypad to send tones down a phone line with
instructions to the bank. Online services started in New York in 1981 when four of
the citys major banks (Citibank, Chase Manhattan, Chemical and Manufacturers
Hanover) offered home banking services using the videotex system. Because of the
commercial failure of videotex these banking services never became popular except
in France where the use of videotex (Minitel) was subsidised by the telecom
provider and the UK, where the Prestel system was used. The UKs first home online
banking services were set up by the Nottingham Building Society (NBS) in 1983
("History of the Nottingham" Retrieved on 2007-12-14.). The system used was
based on the UK's Prestel system and used a computer, such as the BBC Micro, or
keyboard (Tandata Td1400) connected to the telephone system and television set.
The system (known as 'Homelink') allowed on-line viewing of statements, bank
transfers and bill payments. In order to make bank transfers and bill payments, a
written instruction giving details of the intended recipient had to be sent to the NBS
who set the details up on the Homelink system. Typical recipients were gas,
electricity and telephone companies and accounts with other banks. Details of
payments to be made were input into the NBS system by the account holder via
Prestel. A cheque was then sent by NBS to the payee and an advice giving details of
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the payment was sent to the account holder. BACS was later used to transfer the
payment directly. Stanford Federal Credit Union was the first financial institution to
offer online internet banking services to all of its members in Oct, 1994.
EVOLUTION OF E-BANKING
The story of technology in banking started with the use of punched card machines
like Accounting Machines or Ledger Posting Machines. The use of technology, at that
time, was limited to keeping books of the bank. It further developed with the birth of
online real time system and vast improvement in telecommunications during late
1970s and 1980s.it resulted in a revolution in the field of banking with
convenience banking as a buzzword. Through Convenience banking, the bank is
carried to the doorstep of the customer. The 1990s saw the birth of distributed
computing technologies and Relational Data Base Management System. The
banking industry was simply waiting for these technologies. Now with distribution
technologies, one could configure dedicated machines called front-end machines for
customer service and risk control while communication in the batch mode without
hampering the response time on the frontend machine.
Traditional banking
Gunpowder
Personalized services
Time consuming
Limited access
Virtual or E-banking
Nuclear charged
Real time transactions,
Integrated platform,
All time access
Intense competition has forced banks to rethink the way they operated their
business. They had to reinvent and improve their products and services to make
them more beneficial and cost effective. Technology in the form of E-banking has
made it possible to find alternate banking practices at lower costs.
More and more people are using electronic banking products and services because
large section of the banks future customer base will be made up of computer
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literate customer, the banks must be able to offer these customer products and
services that allow them to do their banking by electronic means. If they fail to do
this will, simply, not survive. New products and services are emerging that are set
to change the way we look at money and the monetary system.
the fund transfer has to be made outstation, where the bank does not have a
branch, the bank would demand outstation charges. Whereas with the help of online
banking, it will be absolutely free for you. As per the Internet and Mobile Association
of India's report on online banking 2006, "There are many advantages of online
banking. It is convenient it isn't bound by operational timings, there are no
geographical barriers and the services can be offered at a miniscule cost."
E-BANKING PRODUCTS
Automated Teller Machine (ATM): These are cash dispensing machine, which are
frequently seen at banks and other locations such as shopping centers and building
societies. Their main purpose is to allow customer to draw cash at any time and to
provide banking services where it would not have been viable to open another
branch e.g. on university campus. An automated teller machine or automatic
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and other channels. Internet Banking: The advent of the Internet and the
popularity of personal computers presented both an opportunity and a challenge for
the banking industry. For years, financial institutions have used powerful computer
networks to automate million of daily transactions; today, often the only paper
record is the customers receipt at the point of sale. Now that their customers are
connected to the Internet via personal computers, banks envision similar
advantages by adopting those same internal electronic processes to home use.
Banks view online banking as a powerful value added tool to attract and retain
new customers while helping to eliminate costly paper handling and teller
interactions in an increasingly competitive banking environment. In India first one to
move into this area was ICICI Bank. They started web based banking as early as
august 1997.
Communicative- this type of Internet banking systems and the customer. The
interaction between the banks system and the customer. The interaction may be
limited to electronic mail, account enquiry, loan applications, or static file updates
(name and address change). Because these servers may have a path to the banks
internal networks, the risk is higher with this configuration than with informational
systems. Appropriate controls need to be in the place to prevent, monitor, and alert
management of any unauthorized attempt to access the banks internal networks
and computer systems. Virus controls also become much more critical in this
environment.
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FEATURES OF E-BANKING
Transactional: (e.g. performing a financial transaction such as an account to
account transfer, paying a bill or applications like applying for a loan, new account,
etc.)
Electronic Bill Presentment and Payment (EBPP)
Funds transfer between customers own checking and savings accounts, or to
another customers account.
Investment purchase or sale.
Loan application and transactions such as repayments.
execute
and
confirm
Efficiency-You can access and manage all of your bank accounts, including IRAs,
CDs, even securities, from one secure site.
Effectiveness- Many online banking sites now offer sophisticated tools, including
account aggregation, stock quotes, rate alert and portfolio managing program to
help you manage all of your assets more effectively. Most are also compatible with
money managing programs such as quicken and Microsoft money.
Cheaper alternative: - With increasing competition, it seems to be the cost
factor that is driving banks to offer the facility. The Internet is still a very cheap
alternative to opening a physical branch, and most of the push seems to be coming
from the supply side. The costs of a banking service through the Internet form a
fraction of costs through conventional methods.
From snob value to necessity:- A couple of years ago, there was a belief even
among bankers that customers opening new accounts wanted the online banking
facility, just to "feel good" and very few of them actually used the services. Today,
bankers believe that the trend from `nice to have' is changing to `need to have'.
The "snob value" of banking with an organisation that could offer service on the
Internet has given way to a genuine necessity, he feels. "It all depends on how busy
a person is."
an exponential pace over the last few years. Currently around 78 per cent of the
bank's customer base is registered for Internet banking." To get started, all you
need is a computer with a modem or other dial-up device, a checking account with a
bank that offers online service and the patience to complete about a one-page
application- which can usually be done online. You can avail the following services.
1. Bill payment service: Each bank has tie-ups with various utility companies,
service providers and insurance companies, across the country. It facilitates the
payment of electricity and telephone bills, mobile phone, credit card and insurance
premium bills. To pay bills, a simple one-time registration for each biller is to be
completed. Standing instructions can be set, online to pay recurring bills,
automatically. One-time standing instruction will ensure that bill payments do not
get delayed due to lack of time. Most interestingly, the bank does not charge
customers for online bill payment.
2. Fund transfer: Any amount can be transferred from one account to another of
the same or any another bank. Customers can send money anywhere in India.
Payees account number, his bank and the branch is needed to be mentioned after
logging in the account. The transfer will take place in a day or so, whereas in a
traditional method, it takes about three working days. ICICI Bank says that online
bill payment service and fund transfer facility have been their most popular online
services.
3. Credit card customers: Credit card users have a lot in store. With Internet
banking, customers can not only pay their credit card bills online but also get a loan
on their cards. Not just this, they can also apply for an additional card, request a
credit line increase and God forbid if you lose your credit card, you can report lost
card online.
4. Railway pass: This is something that would interest all the aam janta. Indian
Railways has tied up with ICICI bank and you can now make your railway pass for
local trains online. The pass will be delivered to you at your doorstep. But the facility
is limited to Mumbai, Thane, Nasik, Surat and Pune. The bank would just charge Rs
10 + 12.24 percent of service tax.
5. Investing through Internet banking: Opening a fixed deposit account cannot
get easier than this. An FD can be opened online through funds transfer. Online
banking can also be a great friend for lazy investors. Now investors with interlinked
demat account and bank account can easily trade in the stock market and the
amount will be automatically debited from their respective bank accounts and the
shares will be credited in their demat account. Moreover, some banks even give the
facility to purchase mutual funds directly from the online banking system. So it
removes the worry about filling those big forms for mutual funds, they will now be
just a few clicks away. Nowadays, most leading banks offer both online banking and
demat account. However if the customer have there demat account with
independent share brokers, then need to sign a special form, which will link your
two accounts.
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6. Recharging your prepaid phone: Now there is no need to rush to the vendor
to recharge the prepaid phone, every time the talk time runs out. Just top-up the
prepaid mobile cards by logging in to Internet banking. By just selecting the
operator's name, entering the mobile number and the amount for recharge, the
phone is again back in action within few minutes.
7. Shopping at your fingertips: Leading banks have tie ups with various
shopping websites. With a range of all kind of products, one can shop online and the
payment is also made conveniently through the account. One can also buy railway
and air tickets through Internet banking.
INTRODUCTION
HDFC Bank (NYSE: HDB), one amongst the firsts of the new generation, tech-savvy commercial banks
of India, was incorporated in August 1994, after the Reserve Bank of India allowed setting up of Banks in
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the private sector. The Bank was promoted by the Housing Development Finance Corporation Limited, a
premier housing finance company (set up in 1977) of India.
HISTORY
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in
principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of
the RBI's liberalization of the Indian Banking Industry in 1994. The bank was incorporated in August
1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank
commenced operations as a Scheduled Commercial Bank in January 1995.
BRANCH NETWORK
Currently HDFC Bank has 1416 branches, 3382 ATMs, in 550 cities in India, and allbranches of the bank
are linked on an online real-time basis. The bank offers many innovative products & services to
individuals, corporate, trusts, governments, partnerships, financial institutions, mutual funds, insurance
companies. It is a path breaker in the Indian banking sector. In 2007 HDFC Bank acquired Centurion
Bank of Punjab taking its total branches to more than 1,000. Though, the official license was given to
Centurion Bank of Punjab branches, to continue working as HDFC Bank branches, on May 23, 2008.
BUSINESS FOCUS
HDFC Bank's mission is to be a World-Class Indian Bank. The Bank's aim is to build sound customer
franchises across distinct businesses so as to be the preferred provider of banking services in the segments
that the bank operates in and to achieve healthy growth in profitability, consistent with the bank's risk
appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity
and regulatory compliance. HDFC Bank's business philosophy is based on four core values: Operational
Excellence, Customer Focus, Product Leadership and People.
Transfer from one HDFC Bank account to other HDFC Bank account holders (under distinct customer
ID)
Transfer from HDFC Bank account to any other Bank's account (also known as RTGS & NEFT)
Visa Money Transfer
Third Party Demand Draft through Net Banking
MOBILE BANKING: Your Mobile is now your bank! Now access your bank account and conduct a
host of banking transactions through your mobile, with our unique Mobile Banking service. You can
check your account level information such as balance details, mini statement, and cheque status as well as
carry out financial transactions such as Funds Transfer using HDFC Bank Mobile Banking service.
Using our Mobile Banking service, you can avail of a host of features at your finger tips
Perform funds transfers
Get your balance details
Obtain your last 3 transaction details
Request a cheque book
Stop a cheque payment
Enquire cheque status
Request an account statement
Get Fixed Deposit details
Request for I-PIN generation
Request a cheque book
AUTOMATED TELLER MACHINE: With wide spread network of 4,000 ATMs across India, enjoy
the following benefits at your convenience.
24-hour access to Cash - Withdraw up to Rs.10, 000/- per day on your ATM Card and up to Rs. 15,000
on your Debit Card.
Personalized Cash Withdrawals Save time on your cash withdrawal transactions by pre-setting your
preferred language / account / amount.
View Account Balances & Mini-statements - Get details of the last 9 transactions on your account
with the mini-statement, along with your account balance.
Change ATM PIN - Change your ATM PIN at any given point in time.
Order a Cheque Book / Account Statement
HDFC Bank Credit Card Payment - Make payment of your HDFC Bank Credit Card dues using the
ATM. The primary account of your Debit / ATM card will be debited.
Deposit Cash or Cheques - Deposit Cash or Cheques into your account without visiting the Branch.
Available at Non-Branch HDFC Bank ATMs
Transfer Funds between accounts Transfer money between your accounts. Both accounts must be
linked to your ATM / Debit Card. Maximum of 16 A/Cs (Savings / Current) can be linked to a card.
REFILL YOUR PREPAID MOBILE Refill your prepaid mobile using Prepaid Mobile Refill service
instantly. HDFC Bank offers Prepaid Mobile Refill, which allows you to recharge your prepaid mobile
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phone anytime from anywhere and pay directly from your Bank account. Avoid hassles of withdrawing
cash or searching for a retailer for buying the recharge card.
You can avail of this service in two convenient ways:
Prepaid Mobile Refill on Internet
Prepaid Mobile Refill on ATM
PHONE BANKING: Your phone is now your bank. When you dial in to Phone Banking, a voice prompt
will guide you through the various transactions. You may also talk to a Phone Banker, who will provide
you with the required assistance. Avail of the following services via Phone Banking:
a. Check your account balance - Get up-to-the-second details of your Savings or Current Accounts and
your Fixed Deposits. You can also get the details of the last 5 transactions on your account, or have a mini
statement of last 9 transactions faxed across to you.
b. Enquire on the cheque status - You can use Phone Banking to check on the status of cheques issued
or deposited from anywhere in India.
c. Order a Cheque Book / Account Statement - Just call Phone Banking and get your Cheque Book or
latest Account Statement delivered at your doorstep.
d. Stop Payment - Stop payment of a single cheque or a series of cheques, 24 hours a day. Loan Related
queries - Get details of the outstanding loan amount, enquire about your loan account, request for an
interest certificate and repayment schedule, etc. Just call Phone Banking in your city and dial 4 to speak to
our Phone Banker
e. Open a Fixed deposit or Enquire on your Fixed deposits / TDS*# - Talk to our Phone Banker to
easily open a Fixed Deposit over the phone, by simply authorizing a transfer of funds from your Savings
Account.
f. Transfer Funds between accounts*# - You can also transfer money from one of your accounts to
another. Both accounts must be linked to your Customer ID. You can transfer amounts upto Rs 1 Lac in a
single day.
g. Pay your bills - Pay your cellular, telephone, electricity and HDFC Bank Credit Card bills through
Phone Banking using Bill Pay, a comprehensive bill payments solution.
h. Report loss of your ATM / Debit Card / Forex Plus Card - If your ATM / Debit / Forex plus Card
are lost, call any Phone Banking number to deactivate your card(s).
i. Learn about all our other products - Get details on HDFC Bank products & services by talking to our
Phone Banker.
j. Enquire about latest Interest / Exchange rates - Get latest Interest rates on Deposits and Foreign
Exchange rates by talking to our Phone Banker.
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k. Request a Demand Draft / Manager's Cheque #** - Call Phone Banking and get a Demand Draft /
Manager's Cheque delivered to your doorstep.
l. Demat Related Queries - Get the Account holding details, Transaction details, ISIN Number of a scrip,
Status of Depository Slips, details of Client Master list (Dividend account, Charges Debit account, PAN
etc.) & others. Call Phone Banking in your city & dial 5 to speak to our Phone Banker.
ICICI BANK SERVICES MOBILE BANKING: Conducting banking operations using the mobile
phone has been fast catching up around the world for its convenience. We have launched mobile services
in India to convenience our customers. You can do your banking operations sitting anywhere, anytime. It
is discreet, personalized and on your phone. Use it when at a meeting, in a movie hall, while having your
Sunday brunch or at any other place you cannot usually expect to get the information you want from your
bank. It is an empowering and user-friendly mode of accessing your bank account. To get started, take a
look at the menu on the left and go through our various services.
INTERNET BANKING
ICICI Bank brings convenience and security to your desktop. Now you can check your account balance,
transfer funds, download your account statement, and pay bills or even book tickets online, from the
comfort of your home or in the middle of a busy day at the office. Explore the power of simpler and
smarter Banking whether you are a Banking, Credit Card, Loan or Demat customer.
ATM BANKING
Bank 24/7 through a widespread network of ICICI Bank ATMs making life easy and convenient for you.
User-friendly graphic screens and easy to follow instructions available in a choice of local languages,
makes ATM Banking with ICICI Bank a smoother experience. ICICI Bank's widespread network of
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ATMs makes it easy and convenient for you to bank 24/7. With over 4,883 + ATMs and 1,626 + branches
set up within India, we ensure that you are never too far from an ICICI Bank ATM. User friendly graphic
screens and easy to follow instructions in a choice of local languages,
makes ATM Banking with ICICI Bank a smooth experience. ICICIBank.com also features the easy to
access ATM Locator, making it easy for you to find an ICICI Bank ATM in your neighbourhood.
The ICICI Bank edge
Cash withdrawal up to Rs. 25,000/- per day from your account (50,000 for HNI's). Fast Cash option
facilitates withdrawal of prefixed amounts; Ultra Fast Cash allows withdrawal of Rs. 3000/- in one shot
Check your ledger balance and available balance
Print out your Mini Statement which displays your last 8 transactions and the current balance
Deposit Cash / Cheques at all full function ATMs; cash deposited in ATMs will be credited to the
account on the same day if deposited before the clearing and cheques are sent for clearing on the next
working day
Transfer funds from one account to another linked account in the same branch.
Change the Personal Identification Number (PIN) of your ATM or Debit card
Pay bills, make donations to temples / trusts, buy internet packs, airtime recharges for prepaid mobile
phones, etc.
Request for a cheque book from our ATMs; concerned branch dispatches it to reach you within 10
working days
No charge is levied on ICICI Bank customers for transacting through ICICI Bank's ATMs. But, if the
minimum quarterly average balance is not maintained in your savings account, first 6 transactions in the
quarter are free and thereafter, Rs. 25 per transaction is charged.
I MOBILE
ICICI Bank's iMobile is a breakthrough innovation in banking that allows you to transfer funds, make
your credit card payments, pay utility bills, check your balance and do lots more, for free. So why wait
anymore. Just download the iMobile application on your phone by sending us an SMS and experience
iMobile. . ICICI Bank brings to you the 2nd generation iMobile that has newer features, smarter
interface, quicker navigation and enhanced functionality. ICICI Bank's iMobile is your answer to banking
on the move. The next generation iMobile is your key to a faster, easier and simplified banking service.
Using GPRS enabled on your mobile handset or through SMS, iMobile helps you to connect directly to
your bank account. This Rich Client Based Application needs to be installed on your mobile thereby
enabling a single click access to your account.
Services available with i Mobile:
Payment of utility bills and credit card bills
Transfer of funds to any bank account
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OBJECTIVES
To study about the factors that affects the customer perception towards ebanking of HDFC and ICICI
bank.
To know about the current and future prospects of E-Banking to the customers.
To find out the major problems faced by the customers while using e-banking services.
DIRECT ACCESS
Ho: Direct Access does not influence the use of E Banking services.
H1: Direct Access does influence the use of E Banking services.
FRIENDS/RELATIVES
Ho: Friends/Relatives do not influence the use of E Banking services.
H1: Friends/Relatives do influence the use of E Banking services.
RESEARCH METHODOLOGY
Research is defined as human activity based on intellectual application in the investigation of matter. The
primary purpose for applied research is discovering, interpreting, and the development of methods and
systems for the advancement of human knowledge on a wide variety of scientific matters of our world and
the universe. The term research is also used to describe an entire collection of information about a
particular subject.
Methodology is the method followed while conducting the study on a particular project. Through this
methodology a systematic study is conducted on the basis of which the basis of a report is produced. It is
a written game plan for conducting Research. Research methodology has many dimensions. It includes
not only the research methods but also considers the logic behind the methods used in the context of the
study and explains why only a particular method or technique has been used. It also helps to understand
the assumptions underlying various techniques and by which they can decide that certain techniques will
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be applicable to certain problems and other will not. Therefore in order to solve a research problem, it is
necessary to design a research methodology for the problem as the some may differ from problem to
problem. The methodology adopted for studying the objectives was surveying the in-house customers of
these two banks in the city of VADODARA & ANAND.
NATURE
The methodology adopted to achieve the project objective involved descriptive research method. The
information required for fulfilling the objective of study was collected from various primary and
secondary sources.
TYPE OF RESEARCH
This study is DESCRIPTIVE in nature. It helps in breaking vague problem into smaller and precise
problem and emphasizes on discovering of new ideas and insights.
RESEARCH DESIGN
Research design constitutes the blue print for the collection, measurement and analysis of data. The
present study seeks to identify the extent of preferences of EBanking over traditional banking among
service class. The research design is descriptive in nature. The research has been conducted on customers
of HDFC and ICICI Bank within VADODARA & ANAND. For the selection of the sample, convenient
sampling method was adopted and an attempt has been made to include all the age groups and gender of
every class.
RESEARCH INSTRUMENT
The instrument used for gathering data was questionnaire. To get further insight in to the research
problem, interview regarding their buying practices too was made. This was done to crosscheck the
authenticity of the data provided. To supplement the primary data and to facilitate the process of drawing
inference, secondary data was collected from published sources like magazines, journals, newspapers etc.
DATA COLLECTION
Keeping in view the nature of requirements of the study to collect all the relevant information regarding
the extent of awareness of the customers using E-banking facilities offered by ICICI and HDFC bank,
direct personal interview method with structured questionnaire was adopted for the collection of primary
data. Secondary data has been collected through the various internet sites by surfing on Internet and from
the records available with the bank.
SECONDARY DATA:
Articles on E-Banking taken from journals, magazines published from time to time.
Through internet.
PRIMARY DATA:
Questionnaire was used to collect primary data from respondents. The questionnaire was structured type
and contained questions relating to different dimensions of e-banking preferences among service class
such as level of usage, factors influencing the usage of e-banking services, benefits accruing to the users
of e-banking services, problems encountered. An attempt was also made to elicit reasons for its nonusage. The questions included in the questionnaire were open-ended, dichotomous and offering multiple
choices.
SAMPLE DESIGN AND SIZE
In this research project Descriptive research design is used. Judgement and Convenience sampling method
will be used to get the information about online banking. This method is used because we are interested in
exploring gender, age, or occupation disparities in terms of online banking in the population. For
conducting this research, a structured questionnaire is prepared and sample of 150 customers is taken
from ICICI and HDFC bank.
SAMPLING SIZE
It indicates the numbers of people to be surveyed. Though large samples give more reliable results than
small samples but due to constraint of time and money, the sample size was restricted to 150 respondents.
The respondents belong to different income group and profession.
SAMPLING UNIT
It defines the target population that will be sampled i.e. it answers who is to be surveyed. In this study, the
sampling unit is the people of ICICI and HDFC, VADODARA & ANAND.
Interpretation: The result shows that majority of respondents i.e. 76% are
males who are using the E-banking services and 24% are the female who are
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using E-banking services. Female are not using this service because they have
less knowledge about the internet and they trust face to face interaction more.
So it shows that E-banking is more famous among male.
Interpretation: The result shows that majority of respondents i.e. 27% falls
under the
category of 21-30 years and 23% falls under below 20years it shows that Ebanking is
mainly famous among youngsters as they are the major users of E-banking and
least
comes under above 50years.
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Interpretation: The result shows that majority of respondents that are using
Ebanking are Businessman i.e. 32% they are using E-banking services because it
results in time saving. And 27% respondents are working in private sector and
24% respondents are working in government organizations and 17% are others
which include students and housewives they are using E-banking because it
saves time and students they have complete knowledge of internet.
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Interpretation: The result of this study shows that 32% of the respondents who
are using E-banking fall under the income category of 10,000-25,000 and 30%
falls under the income category of 25,000 to 50,000 and 23% % falls under the
income category of more than 50,000 and 15% % falls under the income
category of below 10,000.
Q2) While opening up the account, were you aware of E-banking services provided
by your bank?
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Q3) If answer to question no.2 is YES, which of the following E-banking services is you
aware of?
30
Q6) if answer to question no.4 is yes, how frequently do you use each of the
following services?
32
33
Interpretation: The results shows majority of the respondents use one line
banking, as. 31 respondents are like to use one line banking but one line
banking is used by very less respondents because they are not fully aware about
this facility provided by banks so the main focus is on internet banking, mobile
banking, phone banking etc. So they dont have any knowledge about the one
line banking.
Interpretation: The results shows majority of the respondents use debit card,
as. 51
respondents are like to use debit card because according to them its easy to
use and
easily accessible. They can use this any time anywhere. Most of the respondents
are
35
used this facility after the internet banking because its the main facility which is
used
by the customers and they really like this facility.
Q7) Tick the feature which you like while considering HDFC and ICICI bank?
Interpretation net banking: As per the survey, 12 respondents liked the Net
Banking services provided by HDFC bank, whereas in case of ICICI bank 8
respondents liked it. So, we can say that HDFC bank provides better Net Banking
services as compared to ICICI bank.
36
37
38
Interpretation of ATM: Out of the total respondents 19 think that they use EBanking services because of its ATM feature. And, out of those 19 respondents,
10 liked the services provided by HDFC bank whereas 9 liked it by ICICI bank.
Interpretation of I Banking: According to the survey, 1 respondent liked the IMOBILE feature the most in case of HDFC bank, and 3 in case of ICICI bank.
39
Q8) Which of the following factors influence you the most to use E-banking services?
40
41
42
Q9) To what extent are you satisfied with your Banks E-banking services?
44
Interpretation: The most of the customers are really liked the facilities
provided by banks as they strongly agree that the facilities are good for them so
they like to avail the E-banking services provided by the different banks and the
result shows that 48% respondents are highly satisfied with the e-banking
services provided by their bank and 28% respondents are satisfied with the ebanking services provided by their bank and 14% respondents are dissatisfied
with the e-banking services provided by their bank.
Interpretation: In this we can easily say that out of the 150 respondents there
are 39 respondents who are from HDFC and 24 are from ICICI. From this we can
easily understand that which bank provides good services to their customers
and who are satisfied their customers.
HDFC
46
Interpretation: From this we can analysis that most of the respondents that is
19 respondents are satisfied with the services provided by the bank. That they
like the banking
services provided by the by HDFC bank and the bank also easily satisfied their
customers.
ICICI
47
Interpretation: From this we can analysis that most of the respondents that is
11 respondents are satisfied with the services provided by the bank. That they
like the banking services provided by the by ICICI bank and the bank also easily
satisfied their customers.
Q10) Which of the following benefits accrue to you, while Using ebanking services?
48
Interpretation: Most of the respondents think that the major benefit from Ebanking services is time saving facility. Because the major problem which the
respondents faced is time problem so E-banking eases their lives and save their
time so they like this facility because of this facility.
HDFC
49
ICICI
50
Interpretation: We can easily understand that there is not at all the biggest
difference between the respondents of HDFC and ICICI they both use the Ebanking services because its save their time and its easily to handle.
Q11) Kindly rate the following reasons enlisted for not using the E-banking services?
51
Interpretation: From the non users, an attempt was made to elicit the reasons
for its non usage. As shown in the table, satisfaction with traditional banking was
considered as prime de-motivating factor, followed closely by the fear of
insecurity, then hidden cost factor, which suggested their resistance to change,
which to some extent can be countered by aggressive advertisement and
utilizing other modes of awareness dissemination as well.
12)Rate the following statements with regards to potential problems identified in Ebanking services?
52
Factors
Highly
Major
Average
Minor
Ignorable
Time consuming
considered
18
14
35
33
Security Issue
20
29
30
22
18
14
33
35
Internet
Connectivity Issue
Password forgotten
18
25
13
29
24
22
35
18
25
28
Card
misplaced/Misused
Difficulty
in 35
Claiming False
16
35
21
35
21
19
E
F
G
53
54
Interpretation: The result shows that 32% respondents consider ATM out of
order as a ignorable identified potential problems in E-banking services and 30%
respondents consider ATM out of order as a minor identified potential problems
in Ebanking services and 8% respondents consider ATM out of order as a highly
considered identified potential problems in E-banking services.
55
56
Q13) If you use, rate your online banking facility on the following criteria using a
scale of 1 to 5 (where 1 is very dissatisfied and 5 is very satisfied)
57
Interpretation: From above its clear that majority of our respondents were
satisfied and very satisfied with the quality of information provided at online
banking. This result show that the customers are satisfied with the information
quality provided by the bank, quality of information play very important role if
the customer understand what is provided then he can demand it more
otherwise not.
58
Interpretation: From above its clear that majority of our respondents get
average and satisfied with the quality and quantity of content provided at online
banking. Quantity of information also play vital role in online banking because
the customer of bank want simple information and as per their requirement only
59
then
he
get
satisfied.
Interpretation: From above its clear that majority of our respondents were
very satisfied and satisfied with the security of personal information provided at
online banking. This result shows that the bank customers believe that their
personal information is secure while using online banking facility provided by the
banks.
60
Q14) If answer to question no.2 is NO, even if you are not aware about
E Banking services then would you like to have information about this
or would you like to get information from the bank itself?
Interpretation: The result shows 54% respondents will like to get information
from the bank itself and 46% respondents will not like to get information from
61
Q15) Would you like to use e banking services after Getting the required knowledge
about the services Offered by the banks?
Interpretation: The result shows that 59% respondents would like to use E
Banking services after getting the required knowledge about the services
offered because now a days E-banking services considered very important and
62
everyone use these services daily to do work easily and quickly but 41%
respondents would not like to use E Banking services after getting the required
knowledge about the services offered by the banks.
BIBLIOGRAPHY
Books:
1) Naresh K. Malhotra (2004) Marketing Research, 5th edition, Pearson Prentice Hall
Publications.
2) Cooper Donald R. and Schindler Pamela S. (2003) Business Research Method, 8th
Websites:
http://banking-online-internat.blogspot.com/search/label/Banking
http://en.wikipedia.org/wiki/online_banking
http://www.banknetindia.com/banking/ibkg.htm
http://www.icicibank.com/
http://www.hdfcbank.com
63
Questionnaire
Dear Respondent,
We are conducting a research study on e-banking. We will appreciate your cooperation in this
regard by filling up the questionnaire carefully. I assure you that the information provided by you
will be kept confidential and will be used for academic purpose only.
Please put a tick (_) in appropriate brackets.
Name: _____________________________
Gender:
Male
Female
Age:
Below 20
20-30 31-40
Occupation: Government
Housewife
Private
41-50
Above 50
Business
Student
Other
Monthly
Income:
Below 10,000
10,000 25000
25000-50000
HDFC
BOTH
Q2) While opening up the account, were you aware of E-banking services provided by your
bank?
Yes
No
64
Q3) if answer to question no.2 is YES, which of the following E-banking services is you
aware of?
Internet Banking
Mobile Banking
Debit Card
Phone Bank
No
Normal
Difficult
Q6) if answer to question no.4 is yes, how frequently do you use each of the following
services?
Factors
A
Internet Banking
Mobile Banking
Phone Banking
Debit Card
Q7) Tick the feature which you like while considering HDFC and ICICI bank?
Features
A
Net Banking
Instant Alerts
Mobile Banking
ATM
Phone banking
I Mobile
TV Banking
HDFC
65
ICICI
Q8) Which of the following factors influence you the most to use E-banking services?
Factors
A
Ease of use
Nearness
Security
Direct access
Friends/ Relatives
Status symbol
Strongly
Q9) To what extent are you satisfied with your Banks E-banking services?
Highly Satisfied
Dissatisfied
Satisfied Neutral
Highly Dissatisfied
Q10) Which of the following benefits accrue to you, while Using ebanking services?
Time Saving
Easy Processing
Any Other________________
Inexpensive
Easy Fund Transfer
Q11) Kindly rate the following reasons enlisted for not using tshe E-banking services?
Factors
A
Hig
hly
No need( Satisfied with imp
traditional banking)
Insecurity
No
access
to
internet/mobile
Lack
of
operational
knowledge
Hidden costs
E
F
66
Highly
Major
Average
Minor
Ignorable
considered
A
Time consuming
Security Issue
E
F
G
H
Card
misplaced/Misused
Difficulty
in
Claiming False
Q13) If you use, rate your online banking facility on the following criteria using a scale of 1
to 5 (where 1 is very dissatisfied and 5 is very satisfied)
Factors
Quality of information
content
C
Security of personal
information
Q14) If answer to question no.2 is NO, even if you are not aware about E
Banking services then would you like to have information about this or
would you like to get information from the bank itself?
YES
NO
67
Q15) Would you like to use E-Banking services after getting the required knowledge
about the services offered by the banks?
YES
NO
68