EXECUTIVE SUMMARY

Our group has choose this topic in order to know whether the students
are aware of the services provided by the Retail Bankers and whether they
are comfortable regarding the new technologies which are updated by the
bankers in India.
Today there is a fierce competition in the Banking Industry; all
around the world retail lending has been an established market; however its
rise in emerging economies like India has been of recent origin. If recent
statistics on consumer finance are any indication, the last few years have
been trend setting. The traditional debt-averse, middle-class Indians who
lived within their thrifty means, never to venture beyond their means, seem
to have given way to a new middle-class that is free from all inhibitions
regarding conspicuous consumption. Unlike its predecessors, the middle-
class of today has donned a new attitude; it attaches no social-stigma in
taking loans for spending.
The last few years have witnessed a high increase in students aspiring
for management and professional courses, leading to a spurt in educational
loans. Banks are now having a direct tie-up with the educational institutions
to cash in on the opportunity. Public sector banks (PSBs) are more focused
on the educational loans segment..
The main aim to study was to know the students awareness of the
Retail Banking and its services and whether they are comfortable with the
services and also the new technology which is updated by their respective
bank are easy to access and if not so than what are their reasons.

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 INTRODUCTION
Retail banking is, however, quite broad in nature - it refers to the
dealing of commercial banks with individual customers, both on liabilities
and assets sides of the balance sheet. Fixed, current / savings accounts on the
liabilities side; and mortgages, loans (e.g., personal, housing, auto, and
educational) on the assets side, are the more important of the products
offered by banks. Related ancillary services include credit cards, or
depository services. Retail banking refers to provision of banking services to
individuals and small business where the financial institutions are dealing
with large number of low value transactions. This is in contrast to wholesale
banking where the customers are large, often multinational companies,
governments and government enterprise, and the financial institution deal in
small numbers of high value transactions.
Today’s retail banking sector is characterized by three basic characteristics:
○ Multiple products (deposits, credit cards, insurance, investments and
Securities)
○ Multiple channels of distribution (call center, branch, and internet)
○ Multiple customer groups (consumer, small business, and corporate)
BENEFITS OF RETAIL BANKING:-
Traditional lending to the corporate are slow moving along with high
NPA risk, treasure profits are now loosing importance hence Retail Banking
is now an alternative available for the banks for increasing their earnings.
Retail Banking is an attractive market segment having a large number of
varied classes of customers. Retail Banking focuses on individual and small
units. Customize and wide ranging products are available. The risk is spread
and the recovery is very good.

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 OBJECTIVES

• To study awareness of students regarding services of Retail Banking.

• To study the securities concern or problems faced by the student while

service provided by the Retail Banking are worth or not.

• To study how comfortable are student by service provided by Retail

Banking.

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 RESEARCH METHODOLOGY
Purpose of Study:
Descriptive research includes surveys, facts finding enquiries of different
kind. The major purpose of this research is description of state of affairs as it
exists at present.
The main objective of this study is to find whether the students are aware
of the services provided by the Retail Bankers & are they comfortable with
the new technologies which are currently used by their respective banks.

RESEARCH DESIGN
We have conducted our research by preparing a questionnaire and we
interacted with the students of D. Y. Patil Institute of Management College
and the questionnaire forms were filled by them with their best possible
knowledge & on the basis of that we conducted our both qualitative and
quantitative analysis.
SAMPLE
From D. Y. Patil Institute of Management College we have picked 50
individuals & filled the questionnaire forms. We have chosen Random
Sampling Method. The questionnaire can be found in the Annexure which is
attached along with this proposal.

DATA COLLECTION
The questionnaire was distributed among sample individuals in D. Y.
Patil Institute of Management College & each questionnaire were filled
within the time frame of 10- 15 minutes.

DATA ANALYSIS

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 Once the data is collected the information will be coded and
appropriate data analytical techniques used to determine the likely reasons
whether the student are aware of the services provided by the retail banking.
Primary Data:
We collect primary data during the course of research. We have
obtained primary data through direct communication with respondents in
one form or other or through personnel interaction with students in D. Y.
Patil Institute of Management College in Belapur area.

• Questionnaire.
• Interaction with students.
Secondary Data:
• Internet
 www.google.com

• Journal
 P004 Retail Banking in India

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 DATA INTERPRETATION AND
ANALYSIS
Interpretation of the result is “so what?” of research. Research is
useless and wasted if it doesn’t influence actions hence research has to be
interpreted in the form of recommendations. Technical jargon should be
avoided and interpretation should be communicated or presented in a very
simple manner. The data interpretation is done on the Questionnaires.

1. How frequently do you use an Automated Teller Machine

(ATM) per month?

Never
over 12 tim es 17%
27%

1 to 4 tim es
9 to 12 tim es 30%
13%
5 to 8 time s
13%

Analysis:

According to survey many students are using ATM 1 to 4 times in a

month.

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 2. How frequently do you use Telephone Banking services
per month?

9 to 12 tim esover 12 tim es

5 to 8 times 3% 3%
7%

Never
47%

1 to 4 tim es
40%

Analysis:

Maximum number of students does not use telephone banking

services.

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 3. Have you purchased any product through WWW?

YES
37%

NO
63%

Analysis:

Maximum numbers of student don’t carry out any purchasing

transaction via online.

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 4. Approximately how many times have you purchased any
product through the Internet in the last 12 months?

over 12 times
9 to 12 tim es 7%
0%
5 to 8 times
13%

Never
53%
1 to 4 tim es
27%

Analysis:

Mostly Students never purchase through online.

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 5. a) I am willing to provide credit card and purchase
information through telephone.

STRONGLY
DISAGREE STRONGLY AGREE
17% 10%

AGREE
23%

DISAGREE
33%
NEUTRAL
17%

Analysis:

Mostly Students are not willing to provide information through

telephone.

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 5. b) I am willing to provide credit card and purchase
information through WWW/e-mail.

STRONGLY
DISAGREE STRONGLY AGREE
13% 3%

DISAGREE
AGREE
23%
48%

NEUTRAL
13%

Analysis:

Mostly Students are agreeing to provide credit card information

through internet.

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 5. c) I am willing to provide credit card and purchase
information over the Internet when this information is
encrypted.

STRONGLY
DISAGREE STRONGLY AGREE
3% 14%
DISAGREE
7%

NEUTRAL
31%

AGREE
45%

Analysis:

Mostly Students agree to provide credit information in encrypted

form.

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 5. d) I am willing to provide credit card information and
personal information over the Internet to a Web
vendor who is well known and reliable.

STRONGLY
DISAGREE STRONGLY AGREE
10% 10%
DISAGREE
10%

AGREE
NEUTRAL
43%
27%

Analysis:

Mostly Students are agreeing to provide credit information through

well known vendor.

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 6. Do you have a bank account for which you interact
with your bank mostly through a WWW BROWSER?

NO
45%

YES
55%

Analysis:

Mostly Students have an account with bank which provides

online support.

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 7. What are the main reasons that you have not opened
an Internet bank account yet?

OTHER SECURITY
33% 34%

NO TIM E YO OPEN
NO VALUE
ACCOUNT TOO NEW
15%
7% 11%

Analysis:

Mostly Students thinks internet banking is not secure.

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 8. How likely is it that you will open an Internet bank
account within the next 12 months?

VERY UNLIKELY
SOMEWHAT 14%
UNLIKELY
0%
VERY LIKELY
NEUTRAL 38%
14%

SOMEWHAT
LIKELY
34%

Analysis:

In future mostly Students are in favor of opening an internet bank

account.

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 9. What banking services do you use which your Internet
bank offers?

Seeking Product
& Rate
Inform ation Calculate loan
9% Paym ent
Inform ation
Others 9%
27%
Dow nload
Personal Bank
Transaction
Activity
13%

Online Bill Check Balance

Paym e nt Online
22% 20%

Analysis:

Mostly Students use internet banking payment of bills and checking

online balance.

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 10. What was the single most important reason that you
chose your bank for Internet banking services?

I have a traditional
bank account
w ith the sam e
bank
22%
Others
27%

Excellent Service
offered by the The Brand nam e
Bank of the bank
45% 22%

Analysis:

It shows excellent facilities i.e. quick and speedy service provided by

the bank is more preferred.

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 11. How likely is that you will make payment through
Mobile Banking?

Very Unlikely Very Likely

24% 14%

Som ew hat Likely

Somew hat
31%
Unlikely
14%

Neutral
17%

Analysis:

Mostly Students are in favor of mobile banking.

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 12. If no, what are the main reasons that you will not
make payment through Mobile Banking?

Lack of Softw are

Others Application
6% Support
13%

Low Popularity
Fe ar of Fraudulent 19%
activities that can
occur
37%

Weak Ne tw ork
Coverage
25%

Analysis:

Mostly Students don’t prefer mobile banking due to security reasons.

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 13. How likely are you getting regular updates on your
bank account on your mobile phone or Email ID?

Very Unlikely
19%
Very Likely
29%
Som ew hat
Unlikely
6%

Neutral
13% Som ew hat Likely
33%

Analysis:

Mostly Students are getting regular update through email and mobile

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 14. Does your Bank provide One View service?

YES
41%

NO
59%

Analysis:

Most of the students who have their bank account in their respected
banks do not have the facility of one view service.

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 15. Do you receive Bank Email Statements of your Bank
Account?

NO
35%

YES
65%

Analysis:

Mostly Students get e-statement of their bank statement.

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 16. Does your grievances regarding any problem is
sought out by Phone Banking Service Department of
your bank?

NO
35%

YES
65%

Analysis:

Many students are satisfied with their queries being successfully

solved by their bank.

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 FINDINGS
 As per our survey conducted we found that many students are
operating through ATM services 1 to 4 times in a month.

 We found out that many students are not using telephone banking
services as they are not aware if their banks are providing this services
or not.

 Most number of students doesn’t carry out any purchasing transaction

via online.

 Mostly Students are not willing to provide information regarding

giving credit card number for purchasing through telephone to others.

 For purchasing any product through online students agree to provide

credit card information on the internet.

 Students are ready to provide credit card information through online if

the website is in encrypted form i.e. their information shared will be
kept secret.

 If the vendor is known to them and if they are reliable than the
students are ready to share credit card information with them.

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 Mostly students have activated their services for online bank account
in which they are operating.
 Many students think that internet banking is not secured for them
because they feel that there is no security on internet and they are
afraid of fraudulent activities on the internet.

 Many students who use online services basically for payment of bills
and checking online balance.

 The students who are accessing on internet states the reason that they
are attracted to online banking due to excellent facilities i.e. quick and
speedy service provided by the bank which are more preferred.

 Many students are using mobile banking for payment purposes as they
feel it is more secured than online banking.

 The students who are not using mobile banking states the reason that
payment made through mobiles are more time consuming due to weak
network coverage and they are also afraid of fraudulent activities that
may occur.

 Most of the students who have their bank account in their respected
banks do not have the facility of one view service.

 Majority of students states that their banks are giving them e-mail
statements of their bank accounts via e-mail.

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  Many students are satisfied that their problems are successfully solved
by the Phone banking Service department of their bank.

CONCLUSION
Retail Banks have managed to create a greater awareness about
themselves over the years, according to the findings. A reading of the list of
top 10 banks in terms of recall shows a doubling of the number of Indian
investors who are now aware of the Indian retail banks like ICICI Bank and
HDFC Bank compared to two years ago.
Advertising, in the retail banking industry, is an important medium of
making the prospective consumers aware of the various products as also the
players offering them. As prime targets for criminals, retail banks have
always faced major inherent security challenges.
But today, when banks are pressed to increase revenues, improve
operational efficiency, and mitigate risk, defending against security threats is
increasingly expensive. Internet Banking and Mobile banking is gaining
popularity and acceptance as consumers discover the utility it provides and
the secure nature of the platform. The younger generation is more
comfortable with the services provided by retail banking.

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 ANNEXURE
1. How frequently do you use an Automated Teller Machine (ATM) per
month?
 Never  1 to 4 times  5 to 8 times  9 to 12 times  over 12 times

2. How frequently do you use telephone banking services per month (for
example, balance inquiry, fund transfer between accounts)?
 Never  1 to 4 times  5 to 8 times  9 to 12 times  over 12
times

3. Have you purchased any product through WWW?

 Yes  No

4. Approximately how many times have you purchased any product through
the Internet in the last 12 months?
 Never  1 to 4 times  5 to 8 times  9 to 12 times  over 12 times

5. Please indicate your agreement/disagreement with each of the following

statements:

a) I am willing to provide credit card and purchase information

through telephone.
 Strongly Agree  Agree  Neutral  Disagree Strongly
Disagree

b) I am willing to provide credit card and purchase information

through WWW/e-mail.
 Strongly Agree  Agree  Neutral  Disagree  Strongly
Disagree

c) I am willing to provide credit card and purchase information over

the Internet when this information is encrypted.

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  Strongly Agree  Agree  Neutral  Disagree  Strongly
Disagree

d) I am willing to provide credit card information and personal

information over the Internet to a Web vendor who is well known
and reliable.
 Strongly Agree  Agree  Neutral  Disagree  Strongly
Disagree

6. Do you have a bank account for which you interact with your bank mostly
through a WWW browser?
 Yes  No

7. What are the main reasons that you have not opened an Internet bank
account yet? (Check all that apply)
 Under age  Never heard of Internet banking  Concerned about
security
 Don't see any real value in having this type of account
 Too new, I would like to see how it works, and then I may open an
account
 Not available through my bank
 Haven't taken time to open an account  Others

8. How likely is it that you will open an Internet bank account within the
next 12 months?
 Very Likely  Somewhat Likely  Neither Likely nor Unlikely
 Somewhat Unlikely  Very Unlikely

9. What banking services do you use which your Internet bank offers?
(Please check all you are currently using)
 Seeking product and rate information  Calculate loan payment
information
 Download loan applications  Download personal bank transaction
activity  Check balances on-line  Apply for consumer loans or credit
cards online  Inter-account transfers  On-line bill payments  Others

10. What is the single most important reason that you chose your bank for
Internet banking services? (Please choose one)
 I have a traditional bank account with the same bank  The brand name
of the bank
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 The excellent service offered by this bank  Others please Specify

11. How likely is that you will make payment through Mobile Banking?
 Very Likely  Somewhat Likely  Neither Likely nor Unlikely
 Somewhat Unlikely  Very Unlikely

12. If no, what are the main reasons that you will not make payment through
Mobile Banking?
 Lack of software application support for using services  Low
popularity Weak network coverage  Fear of fraudulent activities that
can occur  Others please Specify

13. How likely are you getting regular updates on your bank account on your
mobile phone or Email ID?
 Very Likely  Somewhat Likely  Neither Likely nor Unlikely
 Somewhat Unlikely  Very Unlikely

14. Does your Bank provide One View service? i.e. If you are an HDFC
Bank customer and have one or more accounts with Citibank, ICICI Bank,
HSBC India, Standard Chartered Bank then One View service can help you
manage 5 accounts simultaneously
 Yes  No

15. Do you receive Bank Email Statements of your Bank Account?

 Yes  No

16. Does your grievances regarding any problem is sought out by Phone
Banking Service Department of your bank?
 Yes  No

17. Any suggestions that you would like to give to improvise the services of
your bank?

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