Download - project on e-banking
COMPARATIVE STUDY ON
AWARENESS OF E-BANKING
AMONG THE
CUSTOMERS OF ICICI BANK AND HDFC BANK
(A STUDY IN THE BRANCH OF HDFC AND ICICI BANK OF MANDI
GOBINDGARH)
A project report submitted to Panjab University, Chandigarh in the partial
fulfillment for the award of the degree of
BACHELOR BUSINESS ADMINISTRATION
(Session:2010-2011)
Under the guidance of: Submitted By:
Prof. Rishikesh Maurya Vishu Goyal
(Dept. of Business Administration) B.B.A. Final year
Class roll no. 1610
Uni. roll no.:18908000212
GOBINDGARH PUBLIC COLLEGE
ALOUR, KHANNA
1
Declaration
I studying in Gobindgarh public college, Alour (khanna), Affiliated to Panjab
University, Chandigarh do hereby declare that this project report related to entitle
to E-banking has been prepared by me. After complete my dissertation in the same
as a part of requirement of the BBA3rd programme of Panjab University
Chandigarh (2010-11).
VISHU GOYAL
18908000212
2
Certificate
This is to certify that project, entitled “E-Banking” has submitted to the Panjab
University, Chandigarh in the partial fulfillment of the requirement of B.B.A3rd, is
a bonafied research work, carried out by Vishu Goyal. Pupin 18908000212, under
my supervision and that no part of his project report has been submitted for any
other degree.
The assistance and help receiving during the course of investigation has fully
acknowledged.
SIGNATURE:
RISHIKESH MAURYA
(Dept. of Business Administration)
3
Acknowledgement
I would like to express my gratitude to all those who gave me the possibility to
complete this project.
I would thankful to Prof. Rishikesh Mauraya to continuous guidance.
In the end, I express our gratitude to my friends & family who inspired me in this
work without their inspirations the work was almost impossible.
VISHU GOYAL
B.B.A. Final year
4
Contents
Declaration
Certificate
Acknowledgement
Executive summary
Page No.
(1)Introduction 9-18
(2)Company profile 19-26
(3)Objectives of study 27-28
(4)Scope of study 29-30
(5)Research methodology 31-33
(6) Limitations of study 34-35
(7)Data analysis 36-53
(9)Conclusion 54-56
(10)Suggestions 57-58
References 59-60
Annexure 61-62
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Executive summary
The project report on:
“ Awareness of E-banking among the customers of HDFC Bank & ICICI Bank ”
Project carried at:
ICICI & HDFC
Project objectives:
To study the awareness of E-banking among the customers of ICICI and
HDFC banks.
To study the mostly used services of E-Banking by the customers of HDFC
and ICICI bank.
Research methodology:
SAMPLING UNITS
The survey method of marketing research was adopted in this project. A
Questionnaire was prepared. Respondents were taken from various places of
Mandi Gobindgarh. The main stress of the survey was on the customers of HDFC
bank and ICICI bank operating in Mandi Gobindgarh.
SAMPLE SIZE
A sample size of 60 customers was considered of various age groups-youngsters,
middle-aged & old-aged.
6
SAMPLING TECHNIQUE
In this study, convenience sampling technique was used.
RESEARCH PLAN
Research Planning is the process of developing the most efficient plan for
gathering the needed information.
DATA SOURCE
The major source of data is Primary and Secondary data.
PRIMARY DATA
Primary data is the data, which is collected afresh and for the first time, and thus
happen to be original in character. Primary data has been collected with the help of
questionnaires, which were filled by personally visiting the customers of banks.
SECONADRY DATA
Secondary data is the data which have already been collected by someone else and
which have already been passed through the statistical process. The secondary data
was gathered from the literature published by the company and websites.
Analyzing the information
The information collected from the survey was analyzed by using statistical, and
data interpretation technique. The analysis technique used in the study is:
Graphics and table
7
Research Design
Research design specifies the procedure for conducting and controlling the
research projects.
Type of Research
The research is descriptive in nature. A descriptive Research is one in which state
of affair is described as it exists at present. The researcher has no control over the
variables.
Conclusion:
The basic objective of my research was to analyze the awareness among
customers for E-banking. It gives direction to research tools, research types
and techniques. Although the findings reveal that people know about the
services but still many people are unaware and many of them are non-users
so the bank should through promotion try to retain the customers. Banks
should look other financial institutions to increase the service base.
8
INTRODUCTION
9
INTRODUCTION
INTRODUCTION OF BANKING
Banking has come to occupy a vital position in a nation economy. In today’s
world, banking is a business that not only deals with borrowing, lending and
remittances of funds, but it is also an important instrument for fostering economic
growth. It is for this reason that commercial banks are considered the lifeblood of
today’s economic system. A well-planned, organized, efficient and viable banking
system is a necessary concomitant of economic and social infrastructure. In every
economy, the vital processes of production and consumption are significantly
affected by the aggregate money supply consisting of currency as well as demand
time deposits with banks. Banks have an important role to play in increasing the
nations saving rate, channelizing the available savings into high investment
priorities for fostering the process of capital formation, promoting entrepreneurial
activities and accelerating employment by better utilization of resources.
HISTORICAL ANALYSIS OF BANKING INSTITUTION
Banking is as old as civilization itself. Reports reveal that long before 2500 BC,
the babylonians had developed a complex system of lending and borrowing, and
holding money on deposit. In other parts of ancient world, financial and banking
systems were developed as men found a need for a standard of value that would
take place of cattle, grains, cloth, weapons or other things which they once used to
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barter or exchange. At first bones, shells, stones, feathers, and crude metals were
used as money. Slowly and slowly copper, silver and gold coins replaced these and
when men began wealth, they wanted a safe place to store their money. People
thought of temples as the safest place. However, the priests were not only the
bankers. About the year 605 BC the egibi family in Babylon carried on a banking
business that evidently thrived. The Chinese had invented paper cheques paper
money hundreds of years before they were used in the western world.
The Romans developed an advanced banking system that included for transferring
accounts, making loans, charging fees, uniting cheques for withdrawal of funds
and for various services. These banking activities were in operation through the 3 rd
century AD, with the fall of Rome all financial dealings ended.
Banks were re-established in Italy during the thirteenth and fourteenth centuries
and grew quickly in importance and size as Italians again became world wide
traders. It was from this period that the word ‘bank’ came. Money changers carried
on their business in the public squares, sitting behind portable benches on which
they displayed their coins. The word bancho (bench) symbolized the business and
was carried over into the Italian word banca french noun banque.
With the revival of trade between Italy and other parts of the known words, banks
sprang up elsewhere and intricate banking systems gradually evolved. Soon both
family and national banks prospered throughout Europe and played an important
role in Europe’s growth during the eighteenth and nineteenth centuries.
DEVELOPMENT OF AUTOMATION IN BANKING
Over the last 15 years, the computer or more generally, Electronic Data Processing
(EDP), has become an accepted tool in many organizations and has had a
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considerable impact on the organizational environment and its members. Still, EDP
developments within the banking industry were, until the mid-1960’s, confined
mainly to the large banks with deposits of over $ 100 million. In total, the study
anticipated that between1967-71 at least 3200 additional banks will start to use
computers, bringing the total to 55 percent of all commercial banks and accounting
for over 90 percent of total deposits.
There are several reasons why small to medium –sized banks were slow in
adopting the use of computers. In the beginning the main obstacle was the
hardware computer itself.
In addition to the lack of equipment, there existed almost a complete lack of
knowledge about what the computer could and should do for the banks. The larger
banks could afford to hire special staffs to plan and execute the introduction of
EDP into the organization and to develop the software needed for the operation.
Electronic banking
It is an umbrella term for the process by which a customer may perform banking
transactions electronically without visiting a brick-and-mortar institution. The
following terms all refer to one form or another of electronic banking: personal
computer (PC) banking, Internet banking, virtual banking, online banking, home
banking, remote electronic banking, and phone banking. PC banking and Internet
or online banking is the most frequently used designations. It should be noted,
however, that the terms used to describe the various types of electronic banking are
often used interchangeably.
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PC Banking
PC banking is a form of online banking that enables customers to execute bank
transactions from a PC via a modem. In most PC banking ventures, the bank offers
the customer a proprietary financial software program that allows the customer to
perform financial transactions from his or her home computer. The customer then
dials into the bank with his or her modem, downloads data, and runs the programs
that are resident on the customer's computer. Currently, many banks offer PC
banking systems that allow customers to obtain account balances and credit card
statements, pay bills, and transfer funds between accounts.
I-Banking
Internet banking, sometimes called online banking, is an outgrowth of PC banking.
Internet banking uses the Internet as the delivery channel by which to conduct
banking activity, for example, transferring funds, paying bills, viewing checking
and savings account balances, paying mortgages, and purchasing financial
instruments and certificates of deposit. An Internet banking customer accesses his
or her accounts from browser- software that runs Internet banking programs
resident on the bank's World Wide Web server, not on the user's PC. Net Banker
defines a “true Internet bank" as one that provides account balances and some
transactional capabilities to retail customers over the World Wide Web. Internet
banks are also known as virtual, cyber, net, interactive, or web banks.
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To date, more banks have established an advertising presence on the Internet-
primarily in the form of informational or interactive web sites-than have created
transactional web sites. However, a number of Banks that do not yet offer
transactional Internet banking services have indicated on their web sites that they
will offer such banking activities in the future.
Internet banks generally have lower operational and transactional costs than do
traditional brick-and-mortar banks; they are often able to offer low-cost checking
and high-yield Certificates of deposit. Internet banking is not limited to a physical
site; some Internet banks exist without physical branches, for example, Telebank
(Arlington, Virginia) and Banknet (UK). Further, in some cases, web banks are not
restricted to conducting transactions within national borders and have the ability to
make transactions involving large amounts of assets instantaneously. According to
industry analysts, electronic banking provides a variety of attractive possibilities
for remote account access, including:
Availability of inquiry and transaction services around the clock;
Worldwide connectivity;
Easy access to transaction data, both recent and historical; and
"Direct customer control of international movement of funds without
intermediation of financial institutions in customer's jurisdiction."
Definition of E-Banking
14
E-banking is defined as the automated delivery of new and traditional banking
products and services directly to customers through electronic, interactive
communication channels. E-banking includes the systems that enable financial
institution customers, individuals or businesses, to access accounts, transact
business, or obtain information on financial products and services through a public
or private network, including the Internet.
Customers access e-banking services using an intelligent electronic device, such as
a personal computer (PC), personal digital assistant (PDA), automated teller
machine (ATM), kiosk, or Touch Tone telephone. While the risks and controls are
similar for the various e-banking access channels, this booklet focuses specifically
on Internet-based services due to the Internet's widely accessible public network.
Accordingly, this booklet begins with a discussion of the two primary types of
Internet websites: informational and transactional.
E-Banking Support Services
In addition to traditional banking products and services, financial institutions can
provide a variety of services that have been designed or adapted to support e-
commerce. Management should understand these services and the risks they pose
to the institution. This section discusses some of the most common support
services: web linking, account aggregation, electronic authentication, website
hosting, payments for e-commerce, and wireless banking activities
Web Linking
A large number of financial institutions maintain sites on the World Wide Web.
Some websites are strictly informational, while others also offer customers the
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ability to perform financial transactions, such as paying bills or transferring funds
between accounts.
Virtually every website contains "web links." A web link is a word, phrase, or
image on a webpage that contains coding that will transport the viewer to a
different part of the website or a completely different website by just clicking the
mouse. While web links are a convenient and accepted tool in website design, their
use can present certain risks. Generally, the primary risk posed by web linking is
that viewers can become confused about whose website they are viewing and who
is responsible for the information, products, and services available through that
website. There are a variety of risk management techniques institutions should
consider using to mitigate these risks. These risk management techniques are for
those institutions that develop and maintain their own websites, as well as
institutions that use third-party service providers for this function. The agencies
have issued guidance on web linking that provides details on risks and risk
management techniques financial institutions should consider
Person-to-Person Payments
Electronic person-to-person payments, also known as e-mail money, permit
consumers to send "money" to any person or business with an e-mail address.
Under this scenario, a consumer electronically instructs the person-to-person
payment service to transfer funds to another individual. The payment service then
sends an e-mail notifying the individual that the funds are available and informs
him or her of the methods available to access the funds including requesting a
check, transferring the funds to an account at an insured financial institution, or
retransmitting the funds to someone else. Person-to-person payments are typically
funded by credit card charges or by an ACH transfer from the consumer's account
16
at a financial institution. Since neither the payee nor the payer in the transaction
has to have an account with the payment service, such services may be offered by
an insured financial institution, but are frequently offered by other businesses as
well.
Wireless E-Banking
Wireless banking is a delivery channel that can extend the reach and enhance the
convenience of Internet banking products and services. Wireless banking occurs
when customers access a financial institution's network(s) using cellular phones,
pagers, and personal digital assistants (or similar devices) through
telecommunication companies' wireless networks. Wireless banking services in the
United States typically supplement a financial institution's e-banking products and
services.
Today banking services can be delivered through following modes:-
1. Internet Banking, Web Banking, PC Banking and e-Banking
Popularity of PC and easy access to internet and World Wide Web (www) has
facilitated banks to use internet as a delivery channel and receiving instructions.
Today all private banks and most of the nationalized banks are offering web based
banking services. It is this form of banking that is generally referred as Internet
Banking.
2. Phone Banking / Mobile Banking (M - Banking)
17
There has been a rapid advancement and acceptance of mobile services in India.
Penetration rate of mobiles and landlines have increased considerably. Banks have
lapped up these opportunities and are offering mobile banking. Account status can
be enquired just by a SMS (Short Message Service).
3. Plastic Money – ATM card, Credit card, Debit Card etc.
Banks have installed ATM that is connected via V-SAT. The customer can
perform following operation through ATM – cash withdrawal, balance enquiry,
mini statement of previous transactions (last 5 to 10 transactions), order cherub
books, deposit cash and obtain product information. Nowadays banks are offering
value added services too, through ATMs.
Punjab National Bank (PNB) is offering recharge of prepaid mobile card. Often
these banks tie with other banks to use their ATM like:-
* HDFC and SBI;
* PNB, UTI and Global Trust Bank.
In this manner, the banks increase their 'Point of Cash Delivery'. Apart from this
credit, debit card have are becoming preferred medium of payment. Thus
technology has created various delivery channels for bank customers.
18
COMPANY PROFILE
19
ICICI Bank
ICICI Bank Industrial Credit and Investment Corporation of India was originally
promoted in 1994 by ICICI Limited, an Indian financial institution, and was its
wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was reduced to 46%
through a public offering of shares in India in fiscal 1998, an equity offering in the
form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank
of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary
market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002.
ICICI was formed in 1955 at the initiative of the World Bank, the Government of
India and representatives of Indian industry. The principal objective was to create a
development financial institution for providing medium-term and long-term project
financing to Indian businesses. In the 1990s, ICICI transformed its business from a
development financial institution offering only project finance to a diversified
financial services group offering a wide variety of products and services, both
directly and through a number of subsidiaries and affiliates like ICICI Bank. In
1999, ICICI become the first Indian company and the first bank or financial
institution from non-Japan Asia to be listed on the NYSE.
ICICI Bank is India's second-largest bank with total assets of Rs. 3,634.00 billion
(US$ 81 billion) at March 31, 2010 and profit after tax Rs. 40.25 billion (US$ 896
million) for the year ended March 31, 2010. The Bank has a network of 2,528
branches and 6,000 ATMs in India, and has a presence in 19 countries, including
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India.
ICICI Bank offers a wide range of banking products and financial services to
corporate and retail customers through a variety of delivery channels and through
its specialized subsidiaries in the areas of investment banking, life and non-life
insurance, venture capital and asset management.
The Bank currently has subsidiaries in the United Kingdom, Russia and Canada,
branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and
Dubai International Finance Centre and representative offices in United Arab
Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. Our
UK subsidiary has established branches in Belgium and Germany.
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).
Measures for security when using internet banking:
ICICI Bank uses the sophisticated multi layered architecture with digital
certification from Verisign and 128 bit encryption facility to ensure security of
your online transactions and confidentiality of your data. However the following
information is provided as a guide to assist you in protecting the information on
your computer. It is not an exhaustive list and is intended for information purposes
only.
21
You need to enter your Internet Banking User id and password each time
you access your internet banking account. Since your access is protected by
this password it is very important that you protect your password, by making
it known ONLY to you.
The system prompts you to change the password on first time login. We
recommend that you change both login and transaction password.
Your password should be at least 8 characters long. Passwords are case
sensitive.
Do not use your date of birth, telephone number, address, your name or the
name of a friend or relative in your password.
Your internet banking account is locked in case you enter wrong user id and
password 3 times.
Passwords are case sensitive.
Change your password regularly.
Ensure that you are not observed while entering the password.
Never leave your computer unattended while you are logged in to ICICI
Bank.com
Always logoff from Internet Banking upon completion of your session. Use
the Logout button for closing the session. It is preferable not to shut the
window to log off.
Disable the option on browsers for storing user names and passwords. You
can refer to the help section available on your browser for instructions
22
Online services offered by ICICI Bank:
No need of walking up to the bank branch, every time you need to do your
banking. As you can do a lot of it online. From paying your bills to transferring
funds, booking your rail/air tickets, shopping, sending a money order and doing
lots more like:
Quick pay
Online tax calculation
Prepaid mobile recharge
Online loans & credit cards
Account to card fund transfer
Receive funds
23
HDFC Bank
HDFC Bank Ltd. (BSE: 500180, NYSE: HDB) is a major Indian financial services
company based in India, incorporated in August 1994, after the Reserve Bank of
India allowed establishing private sector banks. The Bank was promoted by the
Housing Development Finance Corporation, a premier housing finance company
(set up in 1977) of India. HDFC Bank has 1,725 branches and over 4,232 ATMs,
in 779 cities in India, and all branches of the bank are linked on an online real-time
basis. As of 30 September 2008 the bank had total assets of Rs.1006.82 billion. For
the fiscal year 2008-09, the bank has reported net profit of 2,244.9 crore
(US$498.37 million), up 41% from the previous fiscal. Total annual earnings of the
bank increased by 58% reaching at 19,622.8 crore (US$4.36 billion) in 2008-09.
HDFC Bank was incorporated in 1994 by Housing Development Finance
Corporation Limited (HDFC), India's largest housing finance company. It was
among the first companies to receive an 'in principle' approval from the Reserve
Bank of India (RBI) to set up a bank in the private sector. The Bank started
operations as a scheduled commercial bank in January 1995 under the RBI's
liberalization policies.
Times Bank Limited (owned by Bennett, Coleman & Co. / Times Group) was
merged with HDFC Bank Ltd., in 2000. This was the first merger of two private
banks in India. Shareholders of Times Bank received 1 share of HDFC Bank for
every 5.75 shares of Times Bank.
24
Net Banking is HDFC Bank's Internet banking service. Providing up-to-the-second
account information, Net Banking lets you manage your account from the comfort
of your mouse - anytime, anywhere.
Measures for security when using internet banking:
You should log-out from the Net Banking when leaving your PC.
Always change your password continuously, choose "strong" 6 to 8 digit
passwords (alphanumeric) and change them regularly; avoid obvious passwords
(names of family members, pets, favorite musician etc), and don't tell anyone else
your passwords.
You should not write a password down on any paper which may be easily
accessible to anyone.
Put in a power-on password in your machine so that nobody else can switch on
your machine.
Have a screensaver password so that when you are away from your workstation
nobody else can access it.
If you think someone knows your password go online and change it immediately
If you are using the Internet in a public place (e.g. a Cyber Cafe) does not leave the
PC unattended, and ensure that no-one is watching what you type
Logoff from Net Banking upon completion of your session. Use the Log-out button
to Log out so that the session closes and don't shut the window to Log off. This
will prevent the viewing of previous pages of your online session via your PC.
25
You should consider running a Personal Firewall, which will prevent unauthorized
persons from accessing your computer and guard against the introduction of
malicious programs onto your PC
Online services provided by HDFC Bank:
o View Account Balances & Statements
o Transfer Funds between accounts
o Create Fixed Deposits Online
o Request a Demand Draft
o Pay Bills
o Order a Cheque Book
o Request Stop Payment on a Cheque
26
Objectives of the study
27
Objectives of the study
To study the awareness of E-banking banking among the customers of
HDFC and ICICI bank.
To study the mostly used services of E-Banking by the customers of
HDFC and ICICI bank.
28
Scope of study
29
Scope of study
The project is based on the awareness of E-Banking among the customers of
HDFC bank and ICICI bank. It includes the customer behavior and preferences
towards the E-Banking in the Mandi Gobindgarh. The current project also covers
the analysis of the dissatisfaction among the different customers towards E-
banking. So the scope of the study is limited to the Mandi Gobindgarh only. The
current project also covers the study of awareness level of the people about the E-
Banking in Mandi Gobindgarh.
30
Research Methodology
31
Research Methodology
SAMPLING UNITS
The survey method of marketing research was adopted in this project. A
Questionnaire was prepared. Respondents were taken from various places of
Mandi Gobindgarh. The main stress of the survey was on the customers of HDFC
bank and ICICI bank operating in Mandi Gobindgarh.
SAMPLE SIZE
A sample size of 60 customers was considered of various age groups-youngsters,
middle-aged & old-aged.
SAMPLING TECHNIQUE
In this study, convenience sampling technique was used.
RESEARCH PLAN
Research Planning is the process of developing the most efficient plan for
gathering the needed information.
DATA SOURCE
The major source of data is Primary and Secondary data.
PRIMARY DATA
Primary data is the data, which is collected afresh and for the first time, and thus
happen to be original in character. Primary data has been collected with the help of
questionnaires, which were filled by personally visiting the customers of banks.
32
SECONADRY DATA
Secondary data is the data which have already been collected by someone else and
which have already been passed through the statistical process. The secondary data
was gathered from the literature published by the company and websites.
Analyzing the information
The information collected from the survey was analyzed by using statistical, and
data interpretation technique. The analysis technique used in the study is:
Graphics and table
Research Design
Research design specifies the procedure for conducting and controlling the
research projects.
Type of Research
The research is descriptive in nature. A descriptive Research is one in which state
of affair is described as it exists at present. The researcher has no control over the
variables.
33
Limitations of the study
34
Limitations of the study
The study is subjected to certain limitations. Even thought care has been taken in
collection, classification and analysis of data, the following limitation were noticed
:-
TIME LIMITATION FACTOR: Due to the lack of time it was not possible
to cover areas.
RESPONDENTS INTEREST: Respondent are not interested in giving
relevant information this was a major limitation of study.
COLLECTION OF DATA: Collection of data from the Mandi Gobindgarh
only.
35
Data Analysis
36
Data Analysis
(A) On the basis of Age Groups:
(1)No. of customers aware about E-banking
HDFC Bank
Age groups No. of person (30 persons)
Yes No
20-40 6 4
40-60 18 2
Above 60 - -
20-40 40-60 Above 600
2
4
6
8
10
12
14
16
18
20
YesNo
37
ICICI Bank
Age Groups No. of Persons (30persons)
Yes No
20-40 10 2
40-60 6 8
Above 60 2 2
20-40 40-60 Above 600
2
4
6
8
10
12
Yes No
38
(2)No. of customers use E-banking
HDFC Bank
Age Groups No. of persons (30 persons)
Yes No
20-40 6 4
40-60 20 0
Above 60 0 0
20-40 40-60 Aove 600
5
10
15
20
25
YesNo
39
ICICI Bank
Age Groups No. of persons (30 persons)
Yes No
20-40 10 2
40-60 6 8
Above 60 2 2
20-40 40-60 Above 600
2
4
6
8
10
12
YesNo
40
(3) No. of persons using Internet Banking
Age Groups No. of persons (60persons)
HDFC ICICI
20-40 6 4
40-60 18 2
Above 60 0 2
20-40 40-60 Above 600
2
4
6
8
10
12
14
16
18
20
HDFCICICI
41
(4) No. of persons using SMS Banking
Age Groups No. of persons (60persons)
HDFC ICICI
20-40 0 8
40-60 10 4
Above 60 0 2
20-40 40-60 Above 600
2
4
6
8
10
12
HDFCICICI
42
(5) No. of persons using Mobile Banking
Age Groups No. of persons (60persons)
HDFC ICICI
20-40 0 4
40-60 4 0
Above 60 0 2
20-40 40-60 Above 600
0.5
1
1.5
2
2.5
3
3.5
4
4.5
HDFCICICI
43
(6) No. of persons using all
Age Groups No. of persons (60persons)
HDFC ICICI
20-40 0 2
40-60 4 0
Above 60 0 0
20-40 40-60 Above 600
0.5
1
1.5
2
2.5
3
3.5
4
4.5
HDFCICICI
44
(B)On the basis of Sex:
(1)No. of customers aware about E-Banking
HDFC Bank
Sex No. of persons (30 persons)
Yes No
Male 22 2
Female 2 4
45
Male Female0
5
10
15
20
25
NoYes
ICICI Bank
Sex No. of persons (30 persons)
Yes No
Male 16 10
Female 4 0
46
Male Female0
5
10
15
20
25
30
NoYes
(2)No. of customers use E-banking
HDFC Bank
Sex No. of persons (30 persons)
Yes No
47
Male 22 2
Female 2 4
Male Female0
5
10
15
20
25
NoYes
ICICI Bank
Sex No. of persons (30 persons)
Yes No
48
Male 14 12
Femal
e
4 0
Male Female0
5
10
15
20
25
30
NoYes
(3) No. of persons using Internet Banking
Sex No. of persons (60persons)
49
HDFC ICICI
Male 18 6
Female 2 2
Male Female0
2
4
6
8
10
12
14
16
18
HDFCICICi
(4) No. of persons using SMS Banking
50
Sex No. of persons (60persons)
HDFC ICICI
Male 8 12
Female 2 2
Male Female0
2
4
6
8
10
12
HDFCICICI
(5) No. of persons using Mobile Banking
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Sex No. of persons (60persons)
HDFC ICICI
Male 4 4
Female 0 2
Male Female0
0.5
1
1.5
2
2.5
3
3.5
4
HDFCICIC
(6) No. of persons using all
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Sex No. of persons (60persons)
HDFC ICICI
Male 4 0
Female 0 2
Male Female0
0.5
1
1.5
2
2.5
3
3.5
4
HDFCICICI
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(C) No. of customers satisfied with use of E-banking
Bank No. of persons (60 persons)
Yes No
HDFC 24 0
ICICI 16 2
HDFC ICICI0
2
4
6
8
10
12
YesNo
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Finding & Conclusion
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Finding & Conclusion
With the help of questionnaire & data analysis, findings are on the basis of two
groups:
(1) On the basis of Age Groups
(2) On the basis of Sex
(1) On the basis of age groups:
Customers of age 40-60 of HDFC Bank are more aware as well as use of
E-banking. And also services like Internet Banking, SMS Banking and
Mobile Banking are more used by this age group.
On the contrary side, the customers of age 20-40 of ICICI Bank are more
aware and use of E-banking. And also services like Internet Banking,
SMS Banking and Mobile Banking are more used by this age group.
(2) On the basis of Sex:
Male customers of both banks i.e. HDFC Bank & ICICI Bank are more aware
as well as use of E-banking. And also services like Internet Banking, SMS
Banking and Mobile Banking are more used by male group.
And we also find that the customers of HDFC Bank are more satisfied as
compared to ICICI Bank with the use of E-Banking.
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Conclusion:
The basic objective of my research was to analyze the awareness among
customers for E-banking. It gives direction to research tools, research types
and techniques. Although the findings reveal that people know about the
services but still many people are unaware and many of them are non-users
so the bank should through promotion try to retain the customers. Banks
should look other financial institutions to increase the service base.
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Suggestions
58
Suggestions
To prevent online banking from remaining customers to prompt this service
through advertising company.
After repairing this basic deficiency, banks must ensure that their services
are competitive.
Banks is not taking more charge from their customers.
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References
60
References
http://www.indianmba.com/Faculty_Column/FC545/fc545.html
http://www.indianmba.com/Faculty_Column/FC908/fc908.html
http://en.wikipedia.org/wiki/Online_banking
www.icici.com
www.hdfc.com
http://en.wikipedia.org/wiki/HDFC_Bank
http://info.shine.com/company/ICICI-Bank-Ltd/162.aspx
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Annexure
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Questionnaire
(1)Name of the customer
(2)Age:
(3)Sex:
(4)Are you aware about E-banking?
(a)Yes
(b) No
(5)Do you use E-banking?
(a)Yes
(b)No
(6)What type of services are you using under E-banking?
(a)Internet Banking
(b)SMS Banking
(c)Mobile Banking
(7)Tick which bank you preferred?
(a)ICICI
(b)HDFC
(8)Why did you preferred this bank?
(a)Services is good
(b)They provide security
(c)Cheaper services fees
(9)Are you satisfied with the using of E-banking?
(a)Yes
(b)No
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