E-Banking Project On Sbi

A STUDY ON CUSTOMER AWARENESS TOWARDS E-
BANKING SERVICES OF STATE BANK OF INDIA WITH

REFERENCE TO ERNAKULAM CITY
PROJECT REPORT
Submitted To
MAHATMA GANDHI UNIVERSITY, KOTTAYAM
In partial fulfilment of the requirements for the award of the
Degree of
BACHELOR OF COMMERCE
Submitted By
RINI BABU
( Reg.No : 140021005876 )
Under the supervision of
VARUN.V.VARGHESE
ASSISTANT PROFESSOR
DEPARTMENT OF COMMERCE
ST . PAULS COLLEGE KALAMASSERY

2014 - 2017
DECLARATION
I , RINI BABU (Reg.no: 140021005876),hereby declare that this project work entitled A
STUDY ON CUSTOMER AWARENESS TOWARDS E-BANKING SERVICES OF
STATE BANK OF INDIA WITH REFERENCE TO ERNAKULAM CITY is the record
of the bona fide research carried out by me under the supervision of LT.
VARUN.V.VARGHESE, Department of Commerce, St.Pauls College Kalamassery in
partial fulfilment of the requirement for the award of the Bachelor degree in commerce of
Mahatma Gandhi University, Kottayam.
RINI BABU
ST. PAULS COLLEGE
( Affiliated to Mahatma Gandhi University )
Kalamassery 683503 , Kerala , India
CERTIFICATE
This is to certify that RINI BABU ( Reg.no : 140021005876 ) has done project work entitled
A STUDY ON CUSTOMER AWARENESS TOWARDS E-BANKING SERVICES OF
STATE BANK OF INDIA WITH REFERENCE TO ERNAKULAM CITY under the
guidance of LT. VARUN.V.VARGHESE, Department of Commerce, St.Pauls
College,Kalamassery towards the partial fulfilment of the requirements for the award of
Degree of Bachelor of Commerce in Mahatma Gandhi University and this is the bona fide
record of the project work delivered by him during the year 2016-2017.
Counter signed by,
Prof. GIBIN JACOB LT. VARUN.V.VARGHESE
Head of the department Assistant Professor
Department of commerce Department of commerce
St.Pauls College St.Pauls College
Kalamassery Kalamassery
ACKNOWLEGEMENT
I am very much delighted to present the dissertation on A STUDY ON CUSTOMER

AWARENESS TOWARDS E-BANKING SERVICES OF STATE BANK OF INDIA
WITH REFERENCE TO ERNAKULAM CITY I wish to acknowledge all those who
helped us to complete this study.
First and foremost I would like to thank God Almighty for making me capable to do this
project successfully.
I am deeply indebted to our guide LT. Varun.V.Vaeghese,Department of Commerce,

St.Pauls College,Kalamassery for his exemplary guidance and valuable suggestions for
completing the project.
I am thankful to Prof.Gibin Jacob,Head of the Department of Commerce and all other

teaching staff of Department of Commerce for their co-operation and help.
I am also greatly indebted to my family and friends for supporting me for the completion of
this project work.
I wish to extend my sincere gratitude to all those who have helped me directly or indirectly
in completing this dissertation work.
CONTENTS
CHAPTER TITLE PAGE NO:
1 INTRODUCTION
Statement of the study
Objectives of the study
Scope of the study
Research methodology
Data collection method
Tools for data analysis
Limitations of the study
Scheme of chapterization
2 REVIEW OF LITERATURE
3 THEORITICAL FRAMEWORK
Evolution of Banking
History of banking in India
State Bank of India Company profile
E-banking
Overview of e-banking in India
E-banking services of SBI
4 DATA ANALYSIS AND INTERPRETATION
5 FINDINGS,SUGGESTIONS AND
CONCLUSION
BIBLIOGRAPHY
APPENDIX
LIST OF TABLES
TABLE NO. TITLE PAGE NO.
4.1 Distribution of respondents according to their gender

4.2 Distribution of respondents according to their age
4.3 Distribution of respondents according to their occupation

4.4 Distribution of respondents according to their annual
income level
4.5 Distribution of respondents according to their year of
account held with State Bank of India
4.6 Distribution of respondents according to their awareness
about e-banking of SBI
4.7 Distribution of respondents according to their view of safe
and secure while using e-banking services
4.8 Distribution of respondents according to their convenient
mode of e-banking
4.9 Distribution of respondents according to their satisfaction
level in the usage of ATM services
level of internet banking services
level of tele-banking services
level of mobile banking services
level of plastic money services
4.14 Distribution of respondents according to their need of
improvement towards e-banking services of SBI
4.15 Distribution of respondents according to their overall
opinion of e-banking services of SBI
LIST OF CHARTS
CHART NO. TITLE PAGE NO.

4.1 Gender
4.2 Age
4.3 Occupation
4.4 Annual income level
4.5 Bank account
4.6 Awareness about e-banking
4.7 Safe and secure
4.8 Convenient mode of e-banking
4.9 Satisfaction level of ATM services
4.10 Satisfaction level of internet banking services

4.11 Satisfaction level of tele-banking services
4.12 Satisfaction level of mobile banking services
Satisfaction level of plastic money services

4.13
4.14 Need of improvements
4.15 Overall opinion of e-banking services

CHAPTER 1
INTRODUCTION
1.1 INTRODUCTION
The banking scenario in India in the post liberalization and deregulated environment has
witnessed sweeping changes. The tremendous advances in technology and the aggressive
infusion of information technology had brought in a paradigm shift in banking operations. For
the banks, technology has emerged as a strategic resource for achieving higher efficiency,
control of operations, productivity and profitability. For customers, it is the realization of their
Anywhere, Anytime, Anyway banking dream. This has prompted the banks to embrace
technology to meet the increasing customer expectation.
Technology to start with is a business enabler and now has become a business driver. The
banking institutions cannot think of introducing a financial product without information
technology support be it customer service, transactions, remittances, audit, marketing, pricing
or any other activity in the banks. Information Technology plays an important role not only to
complete the activity with high efficiency but also has the potential to innovate and meet the
future requirements. Information Technology has therefore introduced new business
paradigms and is increasingly playing a significant role in improving the services in banking
industry.
In the above backdrop it becomes imperative to dwell on the evolution of Information

Technology in banks before embarking on the various aspects of e-banking. Information
Technology came into picture as early as in the 1980s in banking industry through the
Rangarajan Committee recommendations and banks have given utmost importance to the
technology since the last 25 years. The Reserve Bank of India is constantly pursuing the banks
from 1980s to introduce computerization at branch level and to improve the quality of
customer service through technology.
E-Banking implies performing basic banking transaction by customers round the clock
globally through electronic media. Alternatively electronic banking can be defined as
delivery of banks services to a customer at his office or home by using electronic technology
and this has resulted in conceptualization of virtual banking. In traditional banking, the
customer has to visit the branch of the bank in person to perform the basic banking operations
viz., account enquiry, fund transfer and cash withdrawal. The brick and mortar structure of a
bank is essential to perform the banking functions.
On the other hand, E-Banking enables the customers to perform the basic banking
transactions by sitting at their office or at homes through PC or LAPTOP. The customers can
access the banks website for viewing their account details and perform the transactions on
account as per their requirements. Thus, todays banking is no longer confined to branches.
Customers are being provided with additional delivery channels which are more convenient
and are cost effective to the banks. This has resulted in shrinking of geographical boundaries,
easy reach to the clientele, reliable and secure services. The E-Banking services include
Automated Teller Machine, Plastic Card Currency, Internet Banking and Electronic Clearing
Services.
State Bank of India is the largest bank with network of over 15000 branches and 5 associate
bank located even in the remote part of India. SBI offers a wide range of banking products and
services to corporate and retail customers.
Now a days information technology plays a vital role in banking sector. Day- by- day
increasing change in technology world, it leads to improve e-banking services of various
banks. Traditional branch model of bank is now changing into new form of e-banking services
like kiosk marketing machine, coin vending machines of SBI etc. It provides various
advantages to customers.
Today people are educated more than olden days, human lives becomes machine oriented
and they dont have enough time to visit bank branch than ever before. E-Banking means
providing banking products and services through electronic delivery channels like ATM,
Internet banking, Telephone banking and other electronic delivery channels.SBI has over 4500
ATM centres in India approximately. Automated Teller Machine (ATM) is electronic
computerised telecommunication device that allows a customer to directly use a secured
method of communication to access their bank accounts or make cash withdrawals and other
services. Internet banking highly useful to the customer one who have computer with internet
connection, they need not visit bank branch for their business transactions. Simply they can
transact anywhere, anytime if they have internet connection. By dialing the telebanking
number customer can get various facilities like cheque book request, balance inquiry etc.
In this research paper, main emphasis has been made towards concept of E-banking,
awareness of E- banking , most preferred E- banking services among different age groups . In
this study we include mobile banking , internet banking ,tele banking and plastic money .Data
has been collected from multiple sources of evidence to understand the customer awareness
on E-banking services of SBI.
1.2 STATEMENT OF THE STUDY
Today all the banking sectors are providing lot of services to their customers. Although the
E-banking services are offered by all the banks , it is a necessity to study whether all the
banking customers are aware of the E- banking services. To get the highest satisfaction on the
e-banking channels, a customer should have complete knowledge and awareness on various
products and services offered by the banks and bankers should have the ability to identify the
type of services needed by a customer and render the same to his satisfaction. We attempted to
analyse customers awareness towards the E-banking services offered by the SBI.
1.3 OBJECTIVES OF THE STUDY
To evaluate the awareness of E-Banking among the customers of SBI.
To study the most preferred E-Banking service offered by SBI.
To know which age group of customers is using different e-banking facilities.
To know the cause why customers are not using internet banking.
1.4 SCOPE OF THE STUDY

With the modernization and globalization the bank has adopted all the changes and now all
the banks have started adopting the technologies in banking. So, it becomes necessary to study
the nature, growth and extend of E-banking services provided by SBI. The present study is a
modest attempt to know about customers awareness regarding E-banking services provided
by SBI. So the findings will help to know the effective awareness towards the E-banking
services.
In India, there is less number of studies being conducted to identify how effectively the
online channels are used by banking industry to increase customer satisfaction. Hence, this
study throws light on the e-banking services provided by the banks in the study area and this
research study makes an attempt to analyze how banks are attracting the various customers
and how the customers are satisfied with the e-banking services provided by the banks. This
study will be helpful to draw up further policy for improving customer satisfaction with e-
banking practices and act as a secondary data for further research.
1.5 RESEARCH METHODOLOGY
In a view to precede the research in a systematic way the following research methodology
has been used. By means of obtaining detailed opinion of the customers, this research falls
under the category of descriptive research. This study was conducted as a survey that
examined customers satisfaction with e-banking services in State Bank Of India .
The methodology adopted in the study is both descriptive and analytical .
SAMPLE SIZE : 50 respondents
SAMPLE UNIT : Customers of Ernakulam city
SAMPLING TECHNIQUE : Convenient sampling method
1.6 DATA COLLECTION METHOD
PRIMARY DATA:
In order to gather necessary data and also to provide profound insight into the topic
Customer awareness on E- banking services of SBI , the researcher considered the use of
questionnaire for consumers in most suitable way.
SECONDARY DATA:
Secondary data was collected from the existing data sources, catalogues, internet
,magazine, case studies, newspapers , journals , articles ,etc. The information so collected
has been consolidated in a meaningful manner for the purpose.
1.7 TOOLS USED FOR DATA ANALYSIS
PERCENTAGE ANALYSIS
The tool used for data interpretation for the study is percentage analysis , by
converting the received data into percentage and interpreting the results thereof .
PRESENTATION OF DATA
For the meaningful representation of the results obtained from the datas we use bar
diagrams , pie charts and doughnut in this study.
1.8 LIMITATION OF STUDY
In any research conducted there shall be some limitations associated with it. Hence ,for the
proper understanding of the project it is inevitable to specify the limitation of the study.
The study was done in SBI bank and sample size of 50, the credibility of the project is not
assured.
Personal bias and prejudice of the respondents could have affected the result of the study.
Only certain statistical test could be applied to validate the result of the study.
The study is based on quality and originality of secondary data taken through the official
website of SBI is considered as another limitation of study.
SCHEME OF CHAPTERISATION
CHAPTER 1 - INTRODUCTION
CHAPTER 2 - REVIEW OF LITERATURE
CHAPTER 3 - THEORITICAL FRAMEWORK
CHAPTER 4 - DATA ANALYSIS AND INTERPRETATION
CHAPTER 5 - FINDINGS , SUGGESTIONS AND CONCLUSIONS
BIBLIOGRAPHY
APPENDIX
CHAPTER 2
REVIEW OF
LITERATURE
There have been a lot of studies conducted in the field customer satisfaction towards
banking services both at national and international level. Some of the previous related
research studies are given below.
Abou-Robich, Moutaz (2005)studied how to analyse comfort levels and attitude of users
towards online banking facilities. The findings resulted that there is a correlation between
attitude towards e-banking and feeling of security with regard to their demographic variables.
Isern, Jennifer (2008) pointed out that a positive relationship between the level of financial
infrastructure and the level of competition and a negative relationship between the degree of
state ownership in a banking sector and the level of competition.
Reynolds, John (2007) said that 2006 e-banking technology services industry customer
loyalty survey data results in order to improve marketing resource allocation for corporate
ebanking products and services.
Huang, Haibo (2005) reveals that the successful introduction electronic money and ebanking
services depends mainly on people acceptance.The major finding is that although ebanking
customers more or less have some common characteristics, they differ across different types
of e-banking services.
Taft, Jeanette (2007) pointed out that Technology Acceptance Model (TAM) as applied to a
specific type of technology: e-banking.They suggested that e-banking prior training,
perceived ease of use of e-banking technology.
Jeon, Kiyong (2014) have said that consumer prefer larger banks in U.S.Because they has to
reduce their transportation cost by way of larger banks have multiple ATM centres across the
country.
Lee, Jihyun (2003) examined that to identify whether customer intention affecting to use
online financial services.The effects of attitude toward behaviour,subjective norm were
examined.Demographic variables were included as control variables.
Ding, Xin (2007) reveals that consider for research consumer behaviour on internet in the last
years.The findings conclude that customer behaviour from self-service, Service quality and
experience design perspectives.
Wamalwa, Tom (2006) said that whether internet banking strategies were aligned with the
banks core business based or not identified.
Featherman, MauricioSanchez (2002) studied that perceived risk inhibited consumer

adoption intentions as well as perception of the usability, usefulness of online payment.
Bayles, MichelleEsther (2004) have said that investigating factor contribute their decision to
bank online, frequency of banking activities.
Massad, Nelson (2003) contributed at a theoretical level by providing deeper understanding
of the transactions between customers and service providers.
Yee Yen, Yuen (2011) have said that comparison between factors affecting consumer
acceptance of internet banking services between developed and developing countries.
Bauer, Keldon.J (2002) examined that bankers and consumers are both interested in the
potential for internet banking. Thefindings show that banks too have been developing their
infrastructure to address what they perceive as a growing demand for online services.
Yousafzai, Shumaila Yakub Khan (2005)has said that to develop aconceptual model that
determines how intentions towards the use of internet banking are formed and to what extent
they are related to the actual use of internet banking.
Ubadineke, Francis.N (2009) indicated that advances in information technology and

telecommunications are resulting in new delivery channels for bank products and services in
the developing countries.
Nor, KhalilMd (2005) results indicate that the model provides a good understanding of
factors that influence the intention to use internet banking.
Chen,Lisa(2012) studied that will increase our understanding in

financial,accounting,management of information system,business administration and decision
making related to the adoption of Internet banking in Mainland China.
Adham, KhairulAkmaliah (2000) indicated that Malaysian banks could be grouped into two
in regard to their reasons for adopting the electronic delivery systems.
M., Service quality in the banking sector: the impact of technology on service delivery, (1999)
The study investigates role of technology on Australian banking sector and 300 customers
were surveyed. The findings suggested that except from convenience/accuracy and efficiency
e banking services did not match with importance rating specified by customers.
Jamal, (2002) The study examined key drivers of customer satisfaction using 167 customers
and it was found that core and relational performances had influence on pleasure of bank
consumer and were consuming adverse association in-between consumer proficiency along
with consumer gratification. The research provides key points for the review of next
generation of banking.
Chandar, (2002) Author in his research, inspected association in between qualities of services
and fulfilment of banking consumers for banking domain in the country. Study results were
proved that these factors were autonomous but tightly coupled. These factors paradigms vary
meaningfully in essential facilities, man power, along with methodisation of provision
services, tangibles and public accountability. The research provides key points for the review
of next generation of banking.
Polatoglu,Ekin (2001) conducted an empirical study to explore consumer acceptance of

Internet banking services in banks . Their study examined both consumer related factors that
may affect the adoption of an innovative or a product such as complexity, perceived risk and
relative advantage of Internet banking comparing to branch banking as well as organisational
factors such as marketing effort . All the variables were found to influence the adoption. The
results suggests that Internet banking only reduces operational cost to bank but also leads to
higher level customer satisfaction.
Byers and Lederer(2001) in their article entitled retail bank services strategy concluded
that it was consumer changing attitudes rather than bank cost structure that determines the
changes in distribution channels; they added that virtual banks can only be profitable when the
segment that prefers electronic media is approximately twice the size of the segment
preferring street banks.
Raja , Joe (2012) ,Global e-banking scenario and challenges in banking system to explore
the various levels of internet banking services provided by banks using secondary data . it also
compares the traditional banking system with net banking, list out various advantages and the
successful security measures adopted by different banks for secured banking transactions . it
also analyses hoe e-banking can be useful for banking industry during this global financial
melt down.
CHAPTER 3
THEORITICAL
FRAMEWORK
3.1. EVOLUTION OF BANKING
The word Bank seen to have been derived from the Italian word Banco. At the time of the
establishment of the Bank of Venice (1157), the Germans were influential in Italy. Banck
was the German word for joint stock funds meaning a heap or mound. The Italians
converted the word into Banco which denotes an accumulation of either stock or money.
The record of the activities of money changing, lending and other banking functions
reaches back to around 2000B.C, the Bablonian temples were in the banking business, lending
at high rates of interest , gold and silver which had been left with them for safe keeping . 1500
years later Greek temples were also depositories and temple fund at interest.
3.2. HISTORY OF BANKING IN INDIA
Banking in India originated long ago. There are evidences of giving loans to others even
during Vedic periods. Banking was synonymous with money lending. money lenders and
indigenous bankers played an important part in Indian society as purveyors of money and
credit from times immemorial .the money lenders provided loans to people in times of needed
mainly for consumption purposes while the indigenous bankers extended credit for financing
trade and industry. The indigenous bankers were for long the trusted custodians of the deposits
of the people and the royalty alike. Besides meeting the requirements of royal treasuries, they
were the main source of finance for agriculture, industry and trade .but the importance of
money lenders and indigenous bankers was reduced to some extend with the establishment of
agency houses and presidency banks patronised by the East India Company towards the close
of the 17th century. It was considered to be the birth of the modern banking.
3.3 STATE BANK OF INDIA
The origin of the State Bank of India goes backs to the first decade of the nineteenth century
with the establishment of the Bank of Calcutta in 1806 in Calcutta . Three years later the bank
received its charter and was re-designed as the Bank of Bengal on 2 nd January 1809. A unique
institution, it was the first joint-stock bank of British India sponsored by the Government of
Bengal. The Bank of Bombay and Bank of Madras followed the Bank of Bengal. These three
banks remained at the apex of modern banking in India till their amalgamation as the Imperial
Bank of India on 27th January 1921.
Preliminary Anglo-Indian creations , the three presidency banks came into existence either
as a result of the compulsions of imperial finance or by the felt needs of local European
commerce and were not imposed from outside in any arbitrary manner to modernise Indias
economy . their evolution was, however , shaped by ideas culled from similar developments in
Europe and England and was influenced by changes occurring in the structure of both the
local trading environment and those in the relation of the Indian economy to the economy of
Europe and the global economic framework.
The bank was actively involved since 1973 n non-profit activity called Community Services
Banking. All branches and administrative offices throughout the country sponsor and
participate in large number of welfare activities and social causes. Their business is more than
banking because they ouch the life of people anywhere in many ways. State Bank of India
(SBI) has received an approval from the Government of India (GOI) for acquisition of SBI
Commercial and International Bank (SBICI).
In April 2014 State Bank of India launched three digital banking facilities for the
convenience of SBI customers. Two at the customers door step using TAB banking one for
customers Opening Savings Bank accounts and another for Housing Loan applicants. The
third is e-KYC (Know Your Customer).
As a part of modernisation, SBI now has added another 7 digital products to their customer :
SBI Digital village , SBI Mingle, State Bank Buddy, State Bank Crime , SBI Digi-
voucher , SBI Video statement and SBI Smart watch. With these additions, SBI becomes
the leader of digital products, they claimed. All these SBI digital products are available for
both rural and urban customers in India.
Associate banks
State bank of india has the following seven associate banks with controlling interest ranging
from 75% to 100%
1. State Bank of Bikaner and Jaipur (SBBJ).

2. State Bank of Hyderabad (SBH)
3. State Bank of Indore (SBIr)
4. State Bank of Mysore (SBM)
5. State Bank of Patiala (SBP)
6. State Bank of Saurashtra (SBS)
7. State Bank of Travancore (SBT)
Mission
To retain the banks position as the premier Indian financial services group, with world class
standards and significant global business, committed to excellence in customers, shareholder
and employee satisfaction and to play a leading role in the expanding and diversifying
financial services sector while continuing emphasis, on its development banking role.
STATE BANK OF INDIA

IN SHORT
Type Public
Traded as NSE :SBIN
BSE :500112
lSE :SBID
BSE SENSEX constituent
CNX Nifty constituent
Industry Banking,financial services
Founded 2 june 1806,bank of calcutta
27 january 1921,Imperial bank of India
1 july 1955 SBI
2 june 1956,nationalisation
Headquarters Mumbai,Maharashtra,India
Area served Worldwide
Key people Arundhati Bhattacharya (chairman)
Products Consumer banking,corporate banking,finance
and insurance,investment banking,mortgage
loans,private banking,private
equity,savings,securities,asset
management,wealth management,credit
cards.
Revenue Rs.273,460.50 crore (2016)
Operating income Rs.43,258 crore (2016)
Profit Rs.9950.65 crore (2016)
Total Assets Rs2259063.03 crore (2016)
Total equity Rs144274.65crore(2016)
Number of employees 207739(2016)
Capital ratio 13.12%(2016)
Website Bank.sbi
SWOT Analysis of SBI
S - STRENGTH
Greater reach to customers

Quicker time to market
Ability to introduce new products and services quickly and successfully
Ability to understand its customers needs
Customers are given access to information easily across any location
Greater customer loyalty
Easy online application for all accounts , including personal loans and mortgage
24 hours account access
Quality customer service with personal attention
W - WEAKNESSES
Lack of awareness among the existing customers regarding internet banking
Obsolesce of technology take place very soon specially in terms of security on internet
Procedure for applying for id and password for using services related to internet
banking takes time
Lack of knowledge is found regarding internet banking in employees of SBI
Implementation of newer technology is little bit complicated
Employees needs training to obtain knowledge regarding internet banking
O - OPPORTUNITIES
Approximately 95%of customers are not using internet banking

Core competency can be achieved in terms of banking if focus is made on awareness
of internet banking
Can become 1st virtual bank of India
Concentration of various services should be made using internet banking
C - CHALLENGES
Maintaining Business Edge over competitors in the context of sameness in IT

infrastructure
Multiple vendor support is necessary for working of highly complex technology
Maintaining secured IT infrastructure for business operations
Alternative must be there in case of failure of system.
Recent awards and recognitions
SBI was ranked as the top bank in India based on tier 1 capital by The
Banker magazine in a 2014 ranking.
SBI was ranked 232nd in the Fortune Global 500 rankings of the world's biggest
corporations for the year 2016.
SBI was named the 29th most reputed company in the world according to Forbes 2009
rankings
SBI was 50th Most Trusted brand in India as per the Brand Trust Report 2013,] an
annual study conducted by Trust Research Advisory, a brand analytics company and
subsequently, in the Brand Trust Report 2014, SBI finished as India's 19th Most Trusted
Brand in India
SBI has bagged the awards for most preferred bank and most preferred brand for
home loan in CNBC Awaaz Consumer
3.4. E-BANKING
This has alias electronic banking or internet based banking web applications, at the same
time it is also called by name of virtual banking as well. The services which allows bank
consumers to retrieve their own information, carrying out various monetary dealings, and save
money in to accounts, amount withdraw or pay number of bills via Internet without physical
presence at the branch or bank counters. It was expediency of retrieving banking services
from the comfort of their home or office. Now days E-banking has become buzz word.
The functionality of E-banking allows any one of consumer by having a personal computer
attached to the network and browser which get associated to own banking online portal and
execute anything of simulated bank transactions.
What do we understand by the term of e-banking? It is related to the carrying out bank
related business with the help of the computers or telebanking. The beauty of the e-banking
system is updated immediately after every transaction automatically and development of the
country in the 18th Century.
At starting phase, creators had foreseen that this will be matter of time which decides a fore
web-based banking entirely swapped out the manual method. On the other hand the realities
has proven that this was an over positive calculationlot of bank users were aligned to older
method and having inborn disbelief on the online banking process. Number of consumers has
chosen not to utilize multiple online banking facilities just because of nasty experience of
scams and in capacity of usage of web-based banking applications.
3.5. OVERVIEW OF INTERNET BANKING IN INDIA
RBI had formed a committee for online banking portals, which was classified and separated
total web-based banking services availed in India in three sub groups. Classification was
grounded on allowed permission access stages. Detailed description as below:
I. Only Information based System
This assists to get the common info such as loan rate, location of branch center, availed
banking services and types were hosted on the banking portal. Significantly prevailing
services could be availed to copy different process/applications form of used for day to day
banking. E-mail has been used as the major way of communication among the users and
others. The credentials of bank user are important parameters in order to operate online
banking portal services. These credentials are provided by bank organization and assisted to
end user in case of mismatch. Risk of unauthorized access and security of such applications
are take care approprietly.
II. System for Electronic Information Transfer
These kinds of applications offer specific user data as an output which may be in style of
balance sheet, minute information about banking transaction or account holding report. Most
of the data still treated as a 'read only' presentation. Authentication and authorization of
banking user carried out with the help of passwords based processes. Statistics is retrieved
through online banking portal either offline or in batch process. These web-based systems are
not connected via computer networks.
III. Complete E-Transaction Applications
These kinds of application are having capacity of both way communications for the e-
transactions incurred using online banking portal. User may generate/initiate any banking
operation on the web-based 20 applications. These applications are having very high degree of
safety processes and governing mechanism.
Online banking portal is trying to settle down and is biz word as well. Regular banking
consumers are gradually increasing which are working through web-based applications.
Consumers are now able to perform task related with not only information about balance or
rates but also to carry out various banking functions. Inappropriately, inadequacy of
information about online banking portal is a challenge.
3.6. E-BANKING SERVICES OF SBI

1. Internet Banking
2. ATM (Automatic Teller Machine)
3. Tele Banking
4. Mobile Banking
5. Payment Cards (Debits/Credit Card)
All the above mediums provide services, which can be, also known as any time anywhere
banking. This facilitates the customer of the bank to operate their account from any corner of
the world, without visiting local or any subsidiary branch of their banks. Efforts are made by
the bank not only to provide the facility to the customer, but also to reduce the operational
cost of the bank by providing e-banking services. So with this, banks have to employ less staff
and still would be able to deliver service to the customer, round the corner.
3.6.1. INTERNET BANKING
Net banking is a web-based service that enables the banks authorized customers to access
their account information. It allows the customers to log on to the banks website with the help
of banks issued identification and personal identification number (PIN). The banking system
verifies the user and provides access to the requested services, the range of products and
service offered by each bank on the internet differs widely in their content. Most banks offer
net banking as a value-added service. Net banking has also led to the emergent of new banks,
which operate only through the internet and do not exists physically, Such banks are called
virtual banks or Internet Only banks.
Services provided through Internet Banking:
1. Account information
2. E-cheques (Online Fund Transfer)
3. Bill Payment Service
4. Requests And Intimations
5. Demat Account share trading
3.6.2. AUTOMATED TELLER MACHINES

Automated Teller Machines or 24-hour Tellers are electronic terminals that let the customer
bank almost anytime. To withdraw cash, make deposits, or transfer funds between accounts,
you generally insert an ATM card and enter your PIN. Some financial institution and ATM
owners charge a fee, particularly to consumers who dont have accounts with transactions at
remote locations. Generally, ATMs must tell the customer they charge a fee and its amount on
or at the terminal screen before the customer completes the transaction.
ATMs of Indian provide following services.
1. Cash Withdrawal
2. Balance Enquiry
3. Statement Enquiry (printing in some cases)
4. PIN Change
5. Cash Deposit
6. Cheque Deposit
7. Funds Transfer
8. Credit Card Payment
9. Utility Bill Payment
10. Cheque Book Request
11. Insurance Premium Payment
12. Mobile, DTH, etc recharges and topups
13. NGO donations in some cases
14. Term deposit opening
15. User details updation

Know customer ledger balance and available balance Mini Statement Get a printout of your
last 8 transactions and customer current balance. Deposit Cash / Cheques Available at all full
function ATMs, customers can deposit both cash and cheques. Cash deposited in ATMs will
be credited to the account on the same day (provided cash is deposited before the clearing)
and cheques are sent for clearing on the next working day. Funds Transfer funds from one
account to another linked account in the same branch. PIN Changes Change the Personal
Identification Number (PIN) of ATM or Debit card. 77 Payments are the latest feature of
ATMs is functionality can be used for payment of bills, making donations to temples / trusts,
buying internet packs, airtime recharges for prepaid mobile phones and much more Others
Request for a check book from the ATMs and concerned branch will dispatch it such that it
reaches the customer within 10 working days.
3.6.3. TELEBANKING
The business of Tele-banking in general is carrying out financial transactions using

telephones. It is a way through which individuals do business with a bank using a telephone.
Tele-banking has been introduced by the banking and financial institutions for the benefit of
the customers in such a complex environment. These services in line with customer
satisfaction and help line services, offer round the clock services to its customers world-wide.
Many and simpler to complex services are now being offered to the customers and the same
can be updated by the customers without visiting their branch or the bank.
These services can be availed by calling on the toll free number provided by the bank or
special service numbers on which their data can be updated offering confidentiality of data
without being compromised. To use tele-banking services from the bank or financial
institutions telephone banking facility, a bank customer should registered at first level to
allotted service, where consumer need to set up password for own verification. Post that for
accessing telephone banking, consumer have to call 24 specific phone number assigned by
financial institution.
Presently through Tele Banking following On-line & Off-Line Services are provided to our
customers.
1. Balance Enquiry
2. Transactions History.
3. Cheque Related Services
4. Stop Cheque
5. Revoke Cheque
6. Funds Transfer (Intra Bank):
7. ATM Locator
8. Transaction Statement Request:.
9. Cheque Book Request
10. General Product Information.
3.6.4. MOBILE BANKING
Mobile banking is a service provided by a bank or other financial institution that allows its
customers to conduct financial transaction remotely using a mobile device such as a mobile
phone or tablet. It uses software, usually called an app, provided by the financial institution
for the purpose. Mobile banking is usually available on a 24-hour basis. Some financial
institutions have restrictions on which accounts may be accessed through mobile banking, as
well as a limit on the amount that can be transacted.
Transactions through mobile banking may include obtaining account balances and lists of
latest transactions, electronic bill payments, and funds transfers between a customer's or
another's accounts. Some apps also enable copies of statements to be downloaded and
sometimes printed at the customer's premises; and some banks charge a fee for mailing
hardcopies of bank statements.
Various mobile banking apps are :

The following are the services provided by mobile banking :
1. Enquiry of balance in account(s)

2. Mini Statement last five transactions
3. Transfer of Funds to accounts with SBI & other Banks
4. IMPS- Mobile to Mobile Transfer
5. Request for issue of Cheque Book
6. Enquiry regarding Demat account
7. Pay utility bills (Electricity bill, Telephone bill etc.,)
8. Merchandise payments
9. Mobile Top up
10.Top up of DTH connections
11.Payment of SBI Life Insurance premium.
3.6.5. PLASTIC MONEY
Plastic money is the alternative of cash or the standard money. Plastic money is used to
refer to the credit cards, debit cards that we use to make purchases in our everyday life. Plastic
money is much more convenient to carry around as you do not have to carry a huge sum of
money with you. It is also much safer to carry it along or to travel with it as if it is stolen one
can consult the bank whose service you are using and get it blocked hence saving your money
from getting stolen or even lost.
Plastic money or polymer money, made out of plastic, is a new and easier way of paying for
goods and services. Plastic money was introduced in the 1950s and is now an essential form
of ready money which reduces the risk of handling a huge amount of cash. It includes debit
cards, ATMs, smart cards, etc.
Different Types of Plastic Money:

Cash Cards A card that will allow you to withdraw money directly from your bank via an
Authorized Teller Machine (ATM) but it will not allow the holder to purchase anything
directly with it.
Credit Cards :
Again this card will permit the card holder to withdraw cash from an ATM, and a credit
card will allow the user to purchase goods and services directly, but unlike a Cash Card the
money is basically a high interest loan to the card holder, although the card holder can avoid
any interest charges by paying the balance off in full each month.
Debit Cards:
This type of card will directly debit money from your bank account, and can directly be used
to purchase goods and services. While there is no official credit facility with debit cards per
se, as it is linked to the bank account the limit is the limit of what is in the account, for
instance if an overdraft facility is available then the limit will be the extent of the overdraft.
Pre-paid Cash Cards:
As the name suggests the user will add credit to the card themselves, and will not exceed
that amount. These are usually re-useable in that they can be topped up however some cards,
usually marketed as Gift Cards are not re-useable and once the credit has been spent they are
disposed of.
Store Cards:
These are similar in concept to the Credit Card model, in that the idea is to purchase
something in store and be billed for it at the end of the month. These cards can be charged at a
very high interest rate and can are limited in the places they can be used, sometimes as far as
only the store brand that issued it.
CHAPTER 4
DATA ANALYSIS AND

INTERPRETATION
The data has been collected from 50 SBI account holders across the Ernakulam . The data
after collection is to be proceed and analysed in accordance with the outline and down for the
purpose at the time of developing research plan. Technically speaking, processing implies
editing , coding, classification and tabulation collected data, so that they are amenable to
analysis. The term analysis refers to the computation of certain measures along with searching
for pattern groups. Thus in the process of analysis, relationship or differences should be
subjected to statistical test of significance to determine with what validity data can be said to
indicate any conclusion. The analysis of data in general way involves a number of closely
related operations, which are performed with the purpose of summarising the collected data
and organising them in such a manner that they answer the research questions.
In this study, the above process is carefully followed and it is presented in this chapter.
Statistical methods like graph, percentages and ratios have been used to analyse the data that
was collected through questionnaire and interview.
TABLE NO: 4.1
DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR

GENDER
No. of respondents Percentage

Male 36 72
Female 14 28
Total 50 100
CHART NO: 4.1

GENDER
80
70
60 Percentage
50
40
30
20
10
0
Male Female
Source: Primary Data
INFERENCE:
From the above diagram it is found that majority of the respondents are male when
compared to that of female who are interested in e-banking.
TABLE NO: 4.2
DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR AGE

Below 30 30 60
30 40 10 20
40 50 6 12
Above 50 4 8
Total 50 100
CHART NO: 4.2

AGE
Below 30
30 - 40
40 - 50
Above 50
INFERENCE:
It is found that people in the age group of below 30 years have shown the greater interest in
the e-banking services of SBI. Age group between 30-40 are only 20% which is higher than
that of 40-50 and above 50 age groups. People above showed a lower percentage because they
have lack of knowledge in e-banking services of SBI.
TABLE NO: 4.3
DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR OCCUPATION

Students 38 76
Pvt. sector employees 8 16
Govt. employees 2 4
Business 2 4
Total 50 100
CHART NO: 4.3

OCCUPATION
Students
Pvt.sector
Govt.sector
Business
INFERENCE:
The chart shows that students are the most e-banking users of SBI out of 50 respondents.
ie,76%. Business people and government people are the least users of e banking services
when compared private sectors employees. This is because of truthfulness or fear of security.
TABLE NO: 4.4

ANNUAL INCOME LEVEL

Less than Rs.1 lakh 10 20
Rs.1 lakh to Rs.5 lakh 7 14
More than Rs.5 lakh 5 10
Not earning 28 56
Total 50 100
CHART NO: 4.4

ANNUAL INCOME LEVEL
60
50
40
30
INCOME LEVEL
20
10
0
kh kh kh g
la la la in
.1 .5 .5 a rn
Rs Rs Rs te
n to n No
tha kh tha
s s la or
e
Le .1
Rs M
INFERENCE:
From the above table , 56% of the respondents are not earning any income .ie, those
respondents are students. Only 10% respondents earning more than Rs.5 lakh. Remaining
respondents fall below and above Rs.1 lakh and Rs.5 lakh.
TABLE NO: 4.5

ACCOUNT HELD WITH STATE BANK OF INDIA

Below 1 year 4 8
1 3 year 9 18
3 5 year 17 34
Above 5 year 20 40
Total 50 100
CHART NO: 4.5

BANK ACCOUNT
Below 1 year
1 - 3 year
3 - 5 year
Above 5 year
INFERENCE:
From the above data, 40% of the respondents are having bank account with SBI for more
than 5 years and of 34% holding the same for 3 to 5 years. When comparing with respondents
holding bank account of SBI with 1-3 years and below 1 year, below 1 year shows a lesser
percentage.
TABLE NO: 4.6

AWARENESS ABOUT E-BANKING OF STATE BANK OF INDIA

Aware 40 80
Not aware 10 20
Total 50 100
CHART NO: 4.6

AWARENESS ABOUT E-BANKING
Aware
Not aware
INFERENCE:
The diagram shows how much people are aware and not aware on the e banking services
offered by SBI. Thus through this diagram we can see that majority of the respondents are
aware about the e-banking and only 20% is not aware.
TABLE NO: 4.7
DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR VIEW

OF SAFE AND SECURE WHILE THE USING OF E-BANKING
SERVICES

Strongly agree 8 16
Agree 35 70
Cant say 5 10
Disagree 2 4
Total 50 100
CHART NO: 4.7

SAFE AND SECURE
Strongly agree
Agree
Can't say
Disagree
INFERENCE:
From the above diagram, majority of the respondents were strongly agree that the e-banking
services of SBI is safe and secure. 10% respondents are in the opinion that they cant whether
it is safe and secure and only 4% were in the view that they are in disagree for the same.
TABLE NO: 4.8

CONVENIENT MODE OF E-BANKING

Internet banking 12 24
Mobile banking 30 60
Tele banking 2 4
Plastic money 6 12
Total 50 100
CHART NO: 4.8

CONVENIENT MODE OF E-BANKING
70
60
50
40
most prefered e-banking
30 services of SBI among
customers
20
10
0
INTERNET BANKING MOBILE BANKING TELE BANKING PLASTIC MONEY
INFERENCE:
It is clear that the most preferred e banking services of SBI is mobile banking among
internet banking ,mobile banking , Tele banking and plastic money . this is because of the
convenience in handling and mobile can be easily portable from one place to another .
TABLE NO: 4.9
DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR SATISFACTION

LEVEL IN USAGE OF ATM SERVICES OF STATE BANK OF INDIA
No. of respondent Percentage

Extremely satisfied 10 20
Satisfied 23 46
Neutral 15 30
Dissatisfied 2 4
Extremely dissatisfied 0 0
Total 50 100
CHART NO: 4.9
SATISFACTION LEVEL OF ATM SERVICES
Extremley satisfied
Satisfied
Neutral
Dissatisfied
Extremley dissatisfied
INFERENCE:
From the above diagram, it is clear that 46% of customers are purely satisfied with ATM
services provided by SBI. This is due to their card delivery, number of transactions and
convenient way of its location. It is also shows that only 4% of customers are dissatisfied with
their ATM facilities.
TABLE NO: 4.10

SATISFACTION LEVEL OF INTERNET BANKING SERVICES OF
STATE BANK OF INDIA
No.of respondent Percentage

Satisfied 9 18
Neutral 29 58
Dissatisfied 4 8
Total 50 100
CHART NO: 4.10
SATISFACTION LEVEL OF INTERNET BANKING SERVICES
70
60
50
40 Percentage
30
20
10
0
Exremely satisfied Satisfied Neutal DissatisfiedExremely dissatisfied
INFERENCE:
From the diagram it is clear that 58% of people are neutrally satisfied by the internet
banking services of SBI and 18% are satisfied .16% are extremely satisfied .
TABLE NO: 4.11

SATISFACTION LEVEL OF TELE-BANKING SERVICES OF STATE
BANK OF INDIA

Satisfied 8 16
Neutral 9 18
Dissatisfied 29 58
Total 50 100
CHART NO: 4.11
SATISFACTION LEVEL OF TELE-BANKING SERVICES
70
60
50
40
30 Percentage
20
10
0
Exremely satisfied Satisfied Neutral Dissatisfied Exremely dissatisfied
INFERENCE:
The chart shows that there is more dissatisfaction from the part of customers related with the
tele-banking services of SBI.ie, 58% and only 16% of them are satisfied with the same. There
is also exist the persons who are extremely dissatisfied with the tele-banking services,6%.
TABLE NO: 4.12

SATISFACTION LEVEL OF MOBILE BANKING SERVICES OF STATE
BANK OF INDIA
No.of respondents Percentage

Satisfied 12 24
Neutral 4 8
Dissatisfied 3 6
Total 50 100
CHART NO: 4.12
SATISFACTION LEVEL OF MOBILE BANKING SERVICES
60
50
40 Percentage
30
20
10
0
ed ed l ed ed
ra
sfi sfi ut sfi sfi
sa
ti
Sa
ti Ne
s ai sa
ti
s s
el
y Di di
m y
te el
Ex tem
Ex
INFERENCE:
The chart shows that large number of customers are extremely satisfied with the mobile
banking services ,60%. This is large number of apps that are introduced by the SBI and it is
easy to use. Only 6% of customers are dissatisfied with this service.
TABLE NO: 4.13

SATISFACTION LEVEL OF PLASTIC MONEY SERVICES OF STATE
BANK OF INDIA

Satisfied 21 42
Neutral 11 22
Dissatisfied 2 4
Total 50 100
CHART NO: 4.13
SATISFACTION LEVEL OF PLASTC MONEY SERVICES
45
40
35
30
25
20 Percentage
15
10
5
0
ed ed l ed ed
sfi sfi utra sfi sfi
ti ti Ne ti ti
y sa Sa s sa s sa
el Di y di
em el
r
Ex re
m
Ex
INFERENCE:
Here, satisfied respondents are more in number for the plastic money services of SBI. It is
about 42% when compared to extremely satisfied respondents, only 30%. Only 2% of the
respondents are extremely dissatisfied with the plastic money services which is provided by
the SBI.
TABLE NO: 4.14
DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR NEED

OF IMPROVEMENTS IN STATE BANK OF INDIA TOWARDS E-
BANKING

More promotion technique 27 54
Customer friendly 10 20
Widening benefits 8 16
Others 5 10
Total 50 100
CHART NO: 4.14
NEED OF IMPROVEMENTS
60
50
40
30
20
10 Percentage
0
es ly ts rs
i qu end nefi the
hn fri gb
e O
tec m
er i n
on sto en
oti id
Cu W
om
e pr
or
M
INFERENCE:
It shows that 54% of the customers are in need of more promotion techniques in the field of
e-banking services of SBI. 16% of the customers says that SBI must widen their facility for its
better improvement and about 20% are in the view that e-banking services of SBI needs much
customer friendly.
TABLE NO: 4.15

OVERALL OPINION OF E-BANKING SERVICES OF STATE BANK OF
INDIA
Excellent 10 20
Very good 31 62
Good 7 14
Average 2 4
Total 50 100
CHART NO: 4.15
OVERALL OPINION OF E-BANKING SERVICES

70
60
50
40 Percentage
30
20
10
0
Excellent Very good Good Average
INFERENCE:
20% of the customers are in the opinion of Excellent in terms of e-banking services
provided by SBI. 62% are in the opinion of very good and only less number of customers
supports the opinion average on their e-banking services.
CHAPTER 5
FINDINGS ,CONCLUSION
AND SUGGESTIONS
This chapter deals with the findings, summarised , the conclusions derived and suggestions
made from the collected data .
Our study deals with A STUDY ON CUSTOMER AWARENESS ON E-BANKING OF

SBI. It was conducted among the customers of Ernakulam district. For the purpose of study,
primary data was collected from 50 customers using questionnaire. Following are the findings
of the study:
FINDINGS
E-banking services are being widely used by males rather than females. This study
reveals that percent of the respondents are males.
The study shows the fact that main users of e-banking services are of the age group
below30. They form 64% of the respondents. The number of people above the age of
50 years who use e-banking services are very less compared to other age groups.
Students are using e-banking services because they are more aware about the
same.76% of the respondents are qualified as students.
Private employees prefer e-banking services more compared to Government
employees and businessmen. Through less time they can make their transactions.
Most of the respondents are aware about the various e-banking services provided by
State Bank of India. ie, about 80%.
It also shows that 20% of the respondents are not aware about the same. This is
because of lack of technical knowledge.
Majority of them prefer mobile banking as the commonly used e-banking service. It is
about 60%. This is because of its convenience in handling mobiles can be easily
portable from one place to another.
All the SBI e-banking services apps can downloaded into the mobile and thus they can
avoid time consuming.
There is only 4% of the respondents preferring tele-banking and 12% are the users of
internet banking.
There is only 46% of the customers are purely satisfied with the ATM services
provided by the SBI.
Promptness of their card delivery, number of transactions and convenient way of its
location are the reasons for opting ATM services.
4% of the respondents are dissatisfied with the ATM services.
58% of the respondents are neutrally satisfied by the internet banking services
provided by SBI and 16% are extremely satisfied because they are having higher
level of education.
None of the persons are extremely dissatisfied with the internet banking services.
There is more dissatisfaction from the part of customers related with the tele-banking
services of SBI.ie, 58%
Only 16 % of them are satisfied with the tele-banking services.
There also exist the persons who are extremely dissatisfied with the same.
It shows that 54% of the customers are in need of more promotion techniques in the
field of e-banking services of SBI.
16% of the respondents says that SBI must widen their facility for its better
improvement and of 20% of customers are in the opinion that SBI should be more
customer friendly.
62% of the customers are in the opinion of very good for the e-banking services of
the SBI.
20% of the customers are in the opinion of excellent
Only less number of customers are in the opinion of average.
SUGGESTIONS
Awareness about e-banking services of SBI is moderate; the bank must take necessary
steps to make customers more aware about the provisions of e-banking services.
In order to increase the knowledge about e-banking services of SBI among customers
bank can conduct more promotion techniques.
To ensure customer loyalty the bank can provide better facility according to the needs
and convenience of customers.
Though the e-banking is an effective tool but many of the customers are not using it
due to the awareness of the particular direct banking channel. Now the responsibility
lies with the bank to make them aware about various e-banking channels through
publicity and advertisements.
The bank should educate the customer about the usage of e-banking services and also
about their advantages. This would prompt the customers to shift from traditional brick
and mortar channel.
It has been observed that even the customers who know about e-banking services are
not using this facility due to misconception and lack of information. These customers
should be targeted by the bank and must be convinced to use the same.
The bank may improve existing facilities to spread awareness about computer and net
banking
The best way to motivate the customer to use the e-banking is the most efficient
customer care services.
CONCLUSION
Our economy is facing a wave of change with modern technologies penetrating into all the
sectors of manufacturing, trading and services which are now giving a makeover for economy.
This make over is creating a great effect on the banking sector today. The nature of banking
transaction has moved from the long queue at the bank counter to the small screen that fits our
hand
Banks began to use emerging technology to provide better qualities services to the
customers at less cost and greater speed. Electronic banking the new face of banking made it
convenient for customers to make their transaction from any geographically diverse place
.The banks now removed their traditional ways and introduced modern concepts.
From my study on customer awareness on e-banking services provided by state bank of

India conducted in Ernakulam I concluded that majority of the customers are aware and
response of them is satisfactory with the e-banking services provided by state bank of India.
because of the utility created on time , place and cost by e-banking services , it accepted by
everyone. The better attitude of the bank makes it more acceptable .
BIBLIOGRAPHY
Gomez Clifford, Banking Theory and Practice.
Abraham M M, Modern Banking.
Website used:
www.bank.sbi.gov.in
www.wikipedia.com
www.google.com
www.shodhganga.inflibnet.ac.in
www.scribd.com
APPENDIX
A STUDY ON CUSTOMER AWARENESS ON E-BANKING SERVICES Of
STATE BANK OF INDIA WITH REFERENCE TO ERNAKULAM CITY
QUESTIONNAIRE
Dear Sir/Madam ,
This era in which we live today is predominated by the word e-banking. The
word has evolved in recent times has undoubtedly become the crux of banking sector in
our country. They have surely revolutionized into the concept of anytime, anywhere. For
this banks use various electronic channels like computer, mobiles, plastic money,
telephone etc..
In this context I RINI BABU conducting a project on the topic A STUDY ON
CUSTOMER AWARENESS ON E-BANKING SERVICES OF STATE BANK OF
INDIA WITH REFERENCE TO ERNAKULAM CITY for the degree of Bachelor of
Commerce under the guidance of LT. Varun Varghese. Kindly spare some of your
valuable time to fill up the questionnaire. The information collected shall be used for
academic purpose only .
Looking forward to your kind help.
Name :
Age :
a) Below 30 b) 30 - 40 c) 40 - 50 d) above 50
Gender :
a) Male b) Female
Occupation :
a) Student b) Business c) Govt.employee
d) Private sector e) Retired f) Others
1. Which income group do you belong to (annual) ?
a) Less than Rs. 1 lakh

b) Rs.1 lakh Rs. 5 lakh
c) More than Rs. 5 lakh
d) Not earning
2. How long you have account in SBI ?
a) Below 1 yr. b) 1 3 yrs.
c) 3 5 yrs. d) above 5 yrs.
3. What type of in account you have in SBI ?

a) savings a/c b) current a/c
c) fixed deposit a/c d) others
4. Are you aware of e-banking of SBI ?
a) yes b) no
5. Banking through electronic media is safe and secure. Present your view.
a) strongly agree b) agree
c) cant say d) disagree
6. According to you which is more convenient way for banking ?
a) internet banking b) mobile banking
c) tele banking d) paper transaction
7. Have you use this facility ?
a) yes b) no
8. If yes which transaction you have made ?
a) balance enquiry b) mini statement
c) statement of accounts d) cheque based enquiry
e) fund transfer f) tax payment g) others
9. If no then what is the reason for not using E- banking facilities ?
a) confusing b) lack of information
c) fear of security d) others
10. Do you incur any additional cost while using e-banking facilities from SBI ?
a) yes b) no
11. As a part of e -banking which of the following is more convenient to you?
a) plastic money b) internet banking
c) mobile banking d) tele banking
12. I use ATM facility for :
a) depositing cash b) withdraw of cash
c) transfer of funds d) to check account balance
13. At point of purchase / sale , which is more useful ?
a) transaction through plastic money b) direct cash transaction
14. If a reason for it :
a) safe b) difficulty to carry liquid cash
c) speedy transaction d) all of these
15. If b reason for it :
a) plastic money is not much safe b) required minimum balance

in accounts
c) creating the habit of unnecessary expenses d) all of these
16. Are you satisfied with the shop & smile credit card programme of SBI?
a) satisfied b) not satisfied
c) I havnt heard d) none of these
17. Rate your view about the usage of plastic money :
a) low b) high
c) average d) very high
18. Do you think mobile banking services are cheaper than traditional services ?
a) yes b) no
19. Are you a frequent user of SBI mobile banking apps ?
a) yes b) no
20. Satisfaction on E- BANKING usage:
ATM services
Sl.n Particulars Extremely Satisfied Neutral Dissatisfie Extremely

o Satisfied d dissatisfie
d
1 Promptness of
card delivery
2 No. of
transactions
3 Conveniently
located
Internet banking services
Sl.n Particulars Extremely Satisfied Neutral Dissatisfie Extremely

o Satisfied d dissatisfie
d
1 Account
information
and balance
enquiry
2 E- payments
3 Account to
account
transfer
Telebanking service
Sl.n Particulars Extremel Satisfied Neutral Dissatisfie Extremely

o y d dissatisfie
Satisfied d
1 Reasonable no
of voice
prompts
2 Clear
instructions
3 Provide
additional
options
Mobile banking services
Sl.n Particulars Extremel Satisfied Neutral Dissatisfi Extremel

o y ed y
Satisfied dissatisfie
d
1 Reward point
status
2 SMS alert
3 Transaction
status
21. What improvements according to you to be initiated by SBI in respect to E-

banking?
a) more promotion techniques b) customer friendly
c)widening facilities or benefits d) others ( specify)
22. When compared to other banks,what is your opinion about e-banking services
offered
by SBI?
a) excellent b) very good
c) good d) average
Any other suggestions:
___________________________________________________________________________
_________________________
Signature of the respondent

THANK YOU VERY MUCH FOR YOUR VALUABLE TIME AND
INFORMATION

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A STUDY ON CUSTOMER AWARENESS TOWARDS E-

BANKING SERVICES OF STATE BANK OF INDIA WITH

ST . PAULS COLLEGE KALAMASSERY

( Affiliated to Mahatma Gandhi University )

Kalamassery 683503 , Kerala , India

Counter signed by,

Prof. GIBIN JACOB LT. VARUN.V.VARGHESE

Head of the department Assistant Professor

Department of commerce Department of commerce

St.Pauls College St.Pauls College

I am very much delighted to present the dissertation on A STUDY ON CUSTOMER

I am deeply indebted to our guide LT. Varun.V.Vaeghese,Department of Commerce,

I am thankful to Prof.Gibin Jacob,Head of the Department of Commerce and all other

CHAPTER TITLE PAGE NO:

4 DATA ANALYSIS AND INTERPRETATION

TABLE NO. TITLE PAGE NO.

4.1 Distribution of respondents according to their gender

4.3 Distribution of respondents according to their occupation

CHART NO. TITLE PAGE NO.

4.4 Annual income level

4.5 Bank account

4.6 Awareness about e-banking

4.7 Safe and secure

4.8 Convenient mode of e-banking

4.9 Satisfaction level of ATM services

4.10 Satisfaction level of internet banking services

4.12 Satisfaction level of mobile banking services

Satisfaction level of plastic money services

4.14 Need of improvements

4.15 Overall opinion of e-banking services

In the above backdrop it becomes imperative to dwell on the evolution of Information

1.2 STATEMENT OF THE STUDY

1.3 OBJECTIVES OF THE STUDY

To evaluate the awareness of E-Banking among the customers of SBI.

To study the most preferred E-Banking service offered by SBI.

To know which age group of customers is using different e-banking facilities.

1.4 SCOPE OF THE STUDY

1.5 RESEARCH METHODOLOGY

The methodology adopted in the study is both descriptive and analytical .

SAMPLE SIZE : 50 respondents

SAMPLE UNIT : Customers of Ernakulam city

SAMPLING TECHNIQUE : Convenient sampling method

1.6 DATA COLLECTION METHOD

1.7 TOOLS USED FOR DATA ANALYSIS

1.8 LIMITATION OF STUDY

CHAPTER 2 - REVIEW OF LITERATURE

CHAPTER 3 - THEORITICAL FRAMEWORK

CHAPTER 4 - DATA ANALYSIS AND INTERPRETATION

CHAPTER 5 - FINDINGS , SUGGESTIONS AND CONCLUSIONS

Featherman, MauricioSanchez (2002) studied that perceived risk inhibited consumer

Ubadineke, Francis.N (2009) indicated that advances in information technology and

Chen,Lisa(2012) studied that will increase our understanding in

Polatoglu,Ekin (2001) conducted an empirical study to explore consumer acceptance of

3.1. EVOLUTION OF BANKING

3.2. HISTORY OF BANKING IN INDIA

3.3 STATE BANK OF INDIA

1. State Bank of Bikaner and Jaipur (SBBJ).

3. State Bank of Indore (SBIr)

4. State Bank of Mysore (SBM)

5. State Bank of Patiala (SBP)

6. State Bank of Saurashtra (SBS)

7. State Bank of Travancore (SBT)

STATE BANK OF INDIA