The presentation on customer Preference towards

E-banking Between private & public banks

( ICICI BANK & SBI BANK)
Submitted To:
Shayona Institute of
Business Management





Submitted By:
Nensi Modi 128200592029
Khushboo Pandey128200592034
E-banking

The most general type of electronic banking in our times is
banking via the Internet, in other words Internet banking.

This type of banking allows consumers to check the balance in
their accounts, transfer funds and order electronic bill payments.

Internet banking systems allowing customers to apply for loans,
trade stocks or mutual funds, and even view actual images of
their checks or deposit slips. The services available for Internet
banking vary from bank to bank.

Introduction

SBI founded in Calcutta as Bank of Calcutta on 2 June 1806.
SBI is a public sector banking

SBI is the largest Indian banking & financial company with its
headquarters in Mumbai in India.

SBI group have over 16000 branches and largest banking network in India
with the asset base $ 352 billion & deposits $ 285 billion .

SBI is The 29 The Most Reputed Bank In The World According To Forbes.


ICICI BANK :

ICICI BANK is one of the top
Among four bank of India .

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian
financial institution, and was its wholly-owned subsidiary.

ICICI Bank's equity shares are listed in India on Bombay Stock Exchange
and the National Stock Exchange of India Limited and its American
Depositary Receipts (ADRs) are listed on the New York Stock Exchange
(NYSE).

The bank has a network of 2529 branches &6102 ATM in India and
presence in 19 countries as well as some 28 million customers.

It has second largest asset $ 89.493 billion & profit $ 1.134 billion
as on 31st march 2011.

ICICI was the first bank to initiate the Internet banking revolution
in India as early as 1997 under the brand name Infinity.


E- BANKING SERVICES PROVIDED BY
ICICI BANK
Bill Payment
Online Shopping
ICICI Bank has tied up with more than 75 organizations to facilitate online
shopping for all its Internet Banking Customer.
Ticket Booking
ICICI Bank has tied up with IRCTC (for Railway Ticket Booking) and Air
Deccan (for Air Ticket booking).
Third Party Transfer
Fixed Deposit Summary
Mobile banking


Literature Review
Uppal R.K. (2010)
Business environment in India (19 June 2000)
He studies the extent of mobile banking in Indian banking industry during 2000-2007. The
study concludes that among all e-channels, ATM is the most effective while mobile banking
does not hold a strong position in public and old private sector
but in new private sector banks and foreign banks m-banking is good enough with nearly
50 pc average branches providing m-banking services.

Mishra J.K. and Jain M. (2007)
First aid in Emergencies Homeopathic(7 Dec 1997)

They study various dimensions of customer satisfaction in nationalized and private sector
banks. Two-stage factor analysis is computed to arrive at the dimensions of customer
satisfaction.
Research Methodology

Main Objective
To study the customers Preference towards internet banking service provided by
Public (SBI Bank) and private (ICICI Bank) sector banks.

Sub-objectives
To study the problems and prospects for e-banking in India and predict the
future of e-banking in India.
To know which sector is providing quality e-banking services Overall.
To examine the relationship between customer preferences and their
satisfaction in internet banking.

Research Design : Descriptive Research Design



Research cont.
Data source
Primary Data : Through Survey
Secondary Data : Banks website, Newspaper
Population : Chandkheda, Delhi Darwaja,
Sabarmati and Ghatlodiya
Sample Size : 300
Sample Unit : Population of Ahmedabad
Sample Method : Non Prabability Convenient
Sampling
Research Instrument : Questionnaire; Mean of the Data


Data Analysis
and
Interpretation
Male 176 58%
Female 124 42%
Total 300 100%
Gender

176
124
Male
Female
15-25 26-40 41-60 Above 60 Total
No of respondent 39 207 51 3 300
% of respondent 13% 69% 17% 1% 100%
Age:

39
207
51
3
Number of respondent
15-25
26-40
41-60
Above 60
Less than
SSC
Less than
HSC
Graduate Post
Graduate
Doctorate Other Total
0 12 194 77 17 0 300
0% 4% 64% 26% 6% 0% 100%
Education Qualification:

0
12
194
77
17
Number of respondent
Less than SSC
Less than HSC
Graduate
Post Graduate
Doctorate
Other
Student Govt
Services
Private
Service
Retired Housewife Professtional Businessman/
woman
Other Total
8 49 141 2 35 44 21 0 300
3% 16% 56% 1% 2% 15% 7% 0% 100%
Occupation
8
49
141
2
35
44
21
Number of respondent
Student
Government Services
Private Services
Retired
House wife
Professional
Busi nessman
Other
0-200000 200000-
400000
400000-
600000
600000-
800000
Above
800000
Total
6 69 205 20 0 300
2% 23% 68% 7% 0% 100%
. Annual Income
6
69
205
20
0
Number of respondent
0-200000
200000-400000
400000-600000
600000-800000
Above 800000
Yes No
300 0
100% 0 %
Do you have bank online A/C in any bank?

State Bank OF INDIA ICICI Bank Total
115 185 300
39% 61% 100%
In which bank do you have Online A/C?

115
185
State Bank OF India
ICICI Bank
Yes No
300 0
100% 0 %
Have you used online banking services provided by your bank at any time?

300
0
yes
No
Daily Weekly Monthly Never Total
8 77 216 0 300
3% 26% 71% 0% 100%
How often do you use banks online services?

8
77
215
0
Daily
Weekly
Monthly
Never
Highly
satisfied
satisfied


Moderate


Dissatisfied

Highly
Dissatisfied
Total
No OF
respondent
294 6 0 0 0 300
98% 2% 0% 0% 0% 100%
SBI 112 2 0 0 0
ICICI 182 4 0 0 0
Rank the online banking services which respondent rate Very Convenience

Highly
satisfied
satisfied

Moderate


Dissatisfied

Highly
Dissatisfied
Total
No OF
respondent
279 21 0 0 0 300
93% 7% 0% 0% 0% 100%
SBI 106 9 0 0 0
ICICI 173 12 0 0 0

Rank the online banking services which respondent rate To Save Time

Highly
satisfied
satisfied

Moderate

Dissatisfied

Highly
Dissatisfied
Total
No OF
respondent
258 37 5 0 0 300
86% 12% 2% 0% 0% 100%
SBI 98 14 2 0 0
ICICI 160 23 3 0 0

Rank the online banking services which respondent rate 24 Hour access to accounts

Highly
satisfied
satisfied

Moderate

Dissatisfied

Highly
Dissatisfied
Total
No OF
respondent
226 69 3 2 0 300
75% 23% 1% 1% 0% 100%
SBI 87 27 1 1 0
ICICI 139 42 2 1 0

Rank the online banking services which respondent rate To used advanced banking
services

.
Highly
satisfied
satisfied

Moderate

Dissatisfied

Highly
Dissatisfied
Total
No OF
respondent
186 95 19 0 0 300
62% 32% 6% 0% 0% 100%
SBI 71 36 6 0 0
ICICI 115 59 13 0 0
Rank the online banking services which respondent rate Personal willingness

Highly
satisfied

satisfied

Moderate


Dissatisfied

Highly
Dissatisfied
Total
No OF
respondent
161 123 16 0 0 300
54% 41% 5% 0% 0% 100%
SBI 61 47 6 0 0
ICICI 100 76 10 0 0
Rank the online banking services which respondent rate Simplest form of used

Highly
satisfied
satisfied

Moderate

Dissatisfied

Highly
Dissatisfied
Total
No OF
respondent
163 124 13 0 0 300
55% 41% 4% 0% 0% 100%
SBI 63 47 8 0 0
ICICI 100 77 5 0 0
Rank the online banking services which respondent rate Very Fast solution of banking services

Well informed Enough Nothing at all Total
88 212 0 300
30% 70% 0% 100%
SBI 33 81 0
ICICI 55 131 0
Knowledge about online banking

Pay bills Make
account
inquiry
Transfer
funds
Orders
check book
New
Account
open
Other Total
200 181 162 79 37 2 300
30% 27% 25% 12% 6% 0% 100%
Which online features respondent use regularly

Very Important Important Moderate Less
important
Not
important
Total
221 73 5 1 0 300
74% 24% 2% 0% 0% 100%
SBI 85 23 2 0 0
ICICI 136 50 3 1 0
.How important would online banking be in respondent daily banking activites

221
73
5 1
0
Very important
Important
Moderate
Less imporatnt
Not important
Personal Banking Business
Transaction
Both Total
253 3 44 300
84% 1% 15% 100%
What type of banking would respondent over the internet

253
3
44
personal Banking
Busi ness Transaction
Both
Highly
satisfied
satisfied

Moderate

Dissatisfied

Highly
Dissatisfied
Total
No OF
respondent
248 45 7 0 0
83% 15% 2% 0% 0%
SBI 95 18 3 0 0 300
ICICI 153 27 4 0 0 100%
Rate the following online features Bill payment

Highly
satisfied
satisfied

Moderate

Dissatisfied

Highly
Dissatisfied
No OF
respondent
153 114 33 0 0
51% 38% 11% 0% 0%
SBI 59 44 12 0 0
ICICI 94 70 21 0 0
Rate the following online features E-alerts

Highly
satisfied
satisfied

Moderate

Dissatisfied

Highly
Dissatisfied
No OF
respondent
112 126 59 3 0
37% 42% 20% 1% 0%
SBI 42 48 22 1 0
ICICI 70 78 37 2 0
Rate the following online features Wire Transfer

Highly
satisfied
satisfied

Moderate

Dissatisfied

Highly
Dissatisfied
No OF
respondent
77 150 67 6 0
26% 50% 22% 2% 0%
SBI 29 57 26 3 0
ICICI 48 93 41 3 0
Rate the following online features Stop Payment

Highly
satisfied
satisfied

Moderate

Dissatisfied

Highly
Dissatisfied
No OF
respondent
64 162 69 5 0
21% 54% 23% 2% 0%
SBI 24 62 23 2 0
ICICI 40 100 43 3 0
Rate the following online features Balance Enquiry

Highly
satisfied
satisfied

Moderate

Dissatisfied

Highly
Dissatisfied
No OF
respondent
59 162 76 3 0
20% 54% 25% 1% 0%
SBI 23 63 30 1 0
ICICI 36 99 46 2 0
Rate the following online features Check images Retrieval

Highly
satisfied
satisfied

Moderate

Dissatisfied

Highly
Dissatisfied
No OF
respondent
59 155 82 4 0
20% 52% 27% 1% 0%
SBI 22 59 32 1 0
ICICI 37 96 50 3 0
Rate the following online features Ordering cash

Highly
satisfied
satisfied

Moderate

Dissatisfied

Highly
Dissatisfied
No OF
respondent
60 152 85 3 0
20% 51% 28% 1% 0%
SBI 23 58 33 1 0
ICICIs 37 94 52 2 0
Rate the following online features Retrieving Bank Statement

Highly
satisfied
satisfied

Moderate

Dissatisfied

Highly
Dissatisfied
No OF
respondent
99 137 63 1 0
33% 46% 20% 0% 0%
SBI 37 52 24 0 0
ICICI 62 84 39s 1 0
Rate the following online features Internal account transfer

Highly
satisfied
satisfied

Moderate

Dissatisfied

Highly
Dissatisfied
No OF
respondent
194 103 3 0 0
64% 35% 1%

0% 0%
SBI 75 40 1 0 0
ICICI 119 63 2 0 0
Rate to banks overall banking services

Private Bank Public Bank Both
180 95 25
60% 32% 8%
SBI 69 36 9
ICICI 111 59 16
Which banks fastly provide online banking services

180
25
95
Private Bank
Public Bank
Both
Means
1 Very convenience

Mean N Std. Deviation
1.02 300 .140
Interpretation: There are mean for very convenience for using E-banking is 1.02 this means that
respondents are highly satisfied while using e-banking.
2 To save time


Mean N Std.
Deviation
1.08 300 .279
Interpretation: There are mean for to save time for using E-banking is 1.08 this means that
respondents are highly satisfied while using e-banking

3. 24 hour access to accounts
Mean N Std. Deviation
1.16 300 .407
Interpretation: There are mean for 24 hour access to a/c for using E-banking is 1.16 this means
that respondents are satisfied while using e-banking. In present time the person want that types of
facilities that available 24 into 7 so customers are satisfied with this e-banking facilities.


4. Advanced banking services
Mean N Std. Deviation
1.27 300 .508
Interpretation: There are mean for advanced banking services for using E-banking is 1.27 this
means that respondents are satisfied while using e-banking
5.Personal Willingness
Mean N Std. Deviation
1.44 300 .612
Interpretation: There are mean for personal willingness for using E-banking is 1.44 this means
that respondents are satisfied while using e-banking they are completing their work on time.

6.Simplest form of used
Mean N Std. Deviation
1.51 300 .598
Interpretation: There are mean for simplest form of used for using E-banking is 1.51. e-banking
is provide very simple form means customers are find it is very easy to use.

7 Very fast solution of banking services
Mean N Std. Deviation
1.50 300 .581
Interpretation: There are mean for very fast solution of banking services for using E-banking is
1.50. By e-banking using customers find that they can get very fast solution of banking services.
8 Bill Payment
Mean N Std. Deviation
1.20 300 .453
Interpretation: There are more number of customers who uses online for pay their bills like
electric bills, pay tax, or pay train ticket
9 E Alerts
Mean N Std. Deviation
1.60 300 .680
Interpretation: There are also more numbers of customers who are like the e-alerts types of
facilities like messages .The mean is 1.60 means shows that customers like this facilities
Finding/Conclusion
From study it was found that there were more numbers of customers of private bank user
online banking in comparison of public bank.
It was also found that there are more numbers of educated and young people who use the e-
banking for saving their time.
It was also found that the respondents are highly satisfied with the E- banking services like
bill payment, transfer the fund from one account to another and Balance inquiry.
Thus, this study has analyzed the overall perception of customers regarding the services of e-
banking between the Public and Private Bank. There are more numbers of customer of private
banks who uses e-banking because private banks provide fastly , timely services and simplest
form of e-banking.
The private banks also solve the problem very fast faced by their customer in comparison to
public banks


Age and occupation are the important demographic factors in the banks which have used
to measure the perception of the customers on e-banking services. E-Banking will be
successful for banks only when they have Commitment to e-Banking along with a deeper
understanding of customer needs.

This study shows that there are more number of male who are using E-Banking in
comparison of female ,but now a days women also gets more education and they are also
working in the office so they are also using e-banking.

The study concluded that different age group of customers have different perception
toward the e-banking services and there are more number of respondent whose age is
between 21 to 40 so bank should concentrate on all the age group of customers for
betterment of e-banking banks.


Both public as well as private Bank has to win trust of customer TRUST ALWAYS
CREAT BRAND LOYALTY because online banking need safety like passwords how
to use online banking with safety.
Public bank (SBI Bank ) should increase the processing efficiency of e-banking,
Because the customers are less satisfied in comparison to private bank ( ICICI Bank)
To increase the awareness among the customers, regarding e-banking, so that that feel
very convenient and safe from the hackers.
Private banks as well as public banks both have to come with new technology that
provide very fast services without any obstacles.
Suggestion
Bibliography

http://en.wikipedia.org/wiki/Online_banking
http://en.wikipedia.org/wiki/ICICI_Bank
http://en.wikipedia.org/wiki/State_Bank_of_India
http://dspace.unijos.edu.ng/bitstream/10485/73/1/my project.pdf
http://feaa.ucv.ro/RTE/008-05.pdf
http://www.upet.ro/en/annals/pdf/annals-2009-part3.pdf
Thank You