Submitted To: .

Submitted By:
Vitthal Konde B- 28

Content
Introduction Banks covered Area surveyed Research methodology Data collection Analysis & interpretation Conclusion Recommendation

What is an ATM and what are its Usage?

ATM An automated teller machine or automatic teller machine (ATM), also known as an automated banking machine (ABM) Usage : Easy to Dispense cash any time Easy to pay mobile bills and utility bills

Internet Banking
Internet banking Online banking (or Internet banking) allows customers to conduct financial transactions on a secure website operated by their retail or virtual bank, credit union or building society. E-banking solutions have many features and capabilities in common, but traditionally also have some that are application specific.

Retail Branch Banking

Retail Branch Banking Engaging in banking activities such as accepting deposits or making loans at facilities away from a bank's home office. Branch banking has gone through significant changes since the 1980s in response to a more competitive nationwide financial services market. Financial innovation such as internet banking will greatly influence the future of branch banking by potentially reducing the need to maintain extensive branch networks to service consumers.

Banks Covered
ICICI HDFC AXIS SBI

Area surveyed
Areas covered in Pune geographic
Viman Nagar F.C. Road Karve Nagar Aundh K.P. Camp Shivajinagar Baner Talawade Chinchwad Hinjewadi Katraj Pimpri

RESEARCH METHODOLOGY
TYPE OF RESEARCH DESIGN Simple random sampling: We have used Probability sampling, in which we have selected random sampling method in this project. The questionnaire was designed and the respondents were selected randomly from the sample population i.e the people who were the users of the banking services, in case of customer perspective, and people who were the employees of the given banks, in case of company perspective

Sampling plan
The sample size was selected to be 120 in which 100 samples were the customers and 20 were the employees of the bank. The customers were further classified into three categories: People using A.T.M services People using net banking accounts People prefer to go retail branches of their respective banks.

Sample Diversity
Age:Years Less than 20 20-35 36-45 More than 45 Total No of respondent 0 89 30 1 120
Annual Income Less than 1 lakh 1 lakh to 3 lakhs 3 lakhs to 5 lakhs 5 lakhs & above Total No of respondent 0 42 62 16 120

Occupation Service Businessman Self employed Total

No of respondent 102 15 03 120

How Frequently Do You Use Your visit ATMs ?

60
No.Of 40 Customers

42 31 23

20 0 4 times in a month 8 times in a month

4
12 times in a month Daily

Usage of Debit Cards in ATMs

Objective : To find out how many times a customer visits an ATM .

Usage Of ATMs SBI

4 times in a month 8 times in a month 12 times in a month Daily 11 13 07 02

BANKS AXIS ICICI

13 09 05 00 13 03 06 01

HDFC 05 06 05 01

Conclusion: If a customer visits an Atm more than 4 times in a month there are chance that they can easily trigger the issues related to ATMs.

What are the top most services used by customers while using ATMs ?
14 12 14 12
10 9

11 9

10
8 6 4 3 2

Recharge Mobile Phones Fund Transfer

6
4 3
3

6
Utilty Bill Payments 1
1

2
0

Cash Withdrawal

SBI

ICICI

AXIS

HDFC

Objective : To find out what are the services which are provided in ATMs by banks and are mostly availed by customers. Conclusion : Most of the customers prefer Fund Transfer while using ATMs . Cash withdrawal being the most common services

What are the issues faced while using the ATM which the customer expect can be bettered ?
20 15 10 5 0 SBI ICICI AXIS 8 18 14 12 Working Slowly 8 Unable to print slip

5 2

3 4 4

2 3

Deduction in Balance without Cash Withdrawl ATM out of Order

HDFC

Objective : To find out customers expectation level with the current issues faced by them while using ATMs. Conclusion : Most of the customers feel that they should get the print slips after the usage of ATMs.

DO You Use Internet Banking ?

30 25 20 15 10 5 6 3 2 3 14 YES NO 27 24 21

0 SBI ICICI AXIS HDFC

Objective : To find out how many customers are using Internet Banking . Conclusion : This would help us know whether the customers are tech savvy or not when it comes to internet banking .

What is the most important reason, that you choose this particular bank for your internet banking ?
16

16
13 11 10 7 5 10

14
12 10

Traditional bank account with same bank Brand name

8
6 4 2 0 SBI ICICI 5 2 2

66

Excellent services Others

0 AXIS HDFC

Objective : To know which bank is preferred by customers for internet banking and what would be the reason behind it. Conclusion : Customer prefer Internet banking because of the brand and the excellent services rendered by their bank.

How Frequently Do You Visit Your Bank ?

15 15 12 10 10 8 5 6 33 2 0 SBI 1 9 Once in a month 2-4 times in a month 4-6 times in a mo nth more than 6 times 00 14 15

11
AXIS

ICICI

HDFC

Objective: To know how many times does a customer visits a bank.

Frequency Of Visiting a Bank

Once in a Month 2 4 times in a Month 4 6 times in a Month More than 6 months 12 15 03 03

SBI
10 14 02 01

BANKS ICICI AXIS

15 06 01 01 08 09 0 0

HDFC

Conclusion : This would help us to know what all services do they avail when they visit their respective banks which has surveyed in next question .

What services do You Avail the most while visiting your bank ?
HDFC
1 2 2

RTGS/NEFT 5
3

7 Issuing Cheque book

AXIS

1 1

9 9
2 2 2 3

Updating pass book DD and other banking instruments

Withdrawal/Deposit e 10 12

ICICI

8
3 3

12

SBI 0 2

7 4 6 8

Objective : To find out what are the services mostly used by customers while using Branch banking. Conclusion: Most of the customers prefer withdrawal and deposit as the common services followed by Banking instruments ( DD , Cheque etc. ) and Updating their Pass Book.

Are you satisfied with the overall services provided by your bank?

HDFC

2 Exellent

AXIS

Very good
Good 6 1 Fair Poor

ICICI

15

SBI 0

5 5 10

12 15 20

10 25

6 30 35

Objective : To check the customer satisfaction levels of each banks. Conclusion: Most of the customers are satisfied by the overall services rendered by their bank

What differentiates your bank from other banks?

3.5 3 2.5 2 1.5 1 0.5 0 0 SBI 0 ICICI 0 AXIS HDFC 11 1 1 1 111 2 2 2 3 3 Lesser no of repeated complaints No of services Services

Retention of existing customers provided in ATMs

Objective : To know how banks satisfy their maximum customer by providing services. Conclusion : Services rendered by banks differentiates them from each other

How many customer use internet banking from your bank?

5 5 4.5 4 3.5 3 2 1 1 0 0 0 SBI 0 0 ICICI AXIS 0 0 0 HDFC 3 2 3

3
2.5 2 1.5 1 0.5 0

Above 75% 50%-75% 25%-50% Below 25%

Objective : To know the number of customers using internet banking facility. Conclusion: Most of the branches claim that about 50% to 70% of their customers use internet banking facilities.

How much time does the bank take to resolve their customers complaints?
4
4 3.5 3

3
Within a day 2 2 Within 7 days

2.5
2 1.5 1 0.5 0 0 SBI 1

Within 15 days
1 Within a month

0 0 ICICI

0 0 AXIS

0 0 HDFC

Objective : To know the time period taken by banks to resolve their customers complaints. Conclusion : Maximum banks and their branches resolve their customers issues within a day.

How do you attract new customers?

HDFC
0 0 0 2 1 1 AXIS 3 Less interest on loan charged More interest rates on deposits

0
ICICI 0 0 SBI 0 1

Positive word of mouth

Less service charges

2 2 2 3 4 5

Objective : To know how banks target on new customers through their attractive services. Conclusion : Most of the banks say that they get new customers by positive word of mouth which are done by their existing customers.

CONCLUSION
Most of branches claim that 50%-70% of their customers use internet banking facilities. From all the services fund transfer facility is most used by SBI customers in ATMs. 86% customers use internet banking facility while 24% don't use. From our survey, we found that 35% withdrawal, 30% DD, 7% updating passbook, 8% issuing cheque book & 10% RTGS/NEFT facility used by customer in branch banking.

RECOMMANDATION
In branch banking there should be more counters so that customers wont have to wait in the queue. Problems should be solved as early as possible. Withdrawl limit should be increased in ATMs. There should be more ATM machines installed in a particular ATM centre so the queue problem will be solved. There should be more security while doing transactions online. The procedure for registering internet facility should be more convinient.

THANK YOU