final group 6

7/31/2019 Final Group 6

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Submitted To:

.

Vitthal Konde B- 28


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Introduction

Banks covered

Area surveyed

Research methodology

Data collection

Analysis & interpretation

Conclusion

Recommendation

Content


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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


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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.


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Retail Branch Banking

Retail Branch Banking

Engaging in banking activities such as acceptingdeposits or making loans at facilities away from abank's home office.

Branch banking has gone through significant changessince the 1980s in response to a more competitivenationwide financial services market.

Financial innovation such as internet banking willgreatly influence the future of branch banking bypotentially reducing the need to maintain extensivebranch networks to service consumers.


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Banks Covered

ICICI

HDFC

AXIS

SBI


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Area surveyed

Areas covered in Pune geographic

Viman Nagar BanerF.C. Road Talawade

Karve Nagar Chinchwad

Aundh Hinjewadi

K.P. KatrajCamp Pimpri

Shivajinagar


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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 ofcustomer perspective, and people who were the employees of the given

banks, in case of company perspective


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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 respectivebanks.


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Sample Diversity

Age:Years No of respondent

Less than 20 0

20-35 89

36-45 30

More than 45 1

Total 120

Annual Income No of respondentLess than 1 lakh 0

1 lakh to 3 lakhs 42

3 lakhs to 5 lakhs 62

5 lakhs & above 16

Total 120

Occupation No of respondent

Service 102

Businessman 15

Self employed 03

Total 120


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How Frequently Do You Use Your visit ATMs ?

0

20

40

60

4 times in a

month8 times in a

month12 times in a

monthDaily

42

31

23

4

No.Of

Customers

Usage of Debit Cards in ATMs

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

ATM .


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Usage Of ATMs BANKS

SBI ICICI AXIS HDFC

4 times in a month 11 13 13 05



Daily 02 00 01 01

Conclusion: If a customer visits an Atm more than 4 times in amonth there are chance that they can easily trigger the issues

related to ATMs.


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What are the top most services used by customers

while using ATMs ?

0

2

46

8

10

12

14

SBI ICICI AXIS HDFC

32

3

1

14

1211

6

10

9

3

1

6

4

6

9

Recharge Mobile

Phones

Fund Transfer

Utilty Bill

Payments

Cash Withdrawal

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


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What are the issues faced while using the ATM which the

customer expect can be bettered ?

0

5

10

15

20

SBIICICI

AXISHDFC

18

14

12

84

6

3 43

2 4

2

8

54

3

Unable to print slip

Working Slowly

Deduction in

Balance without

Cash Withdrawl

ATM out of Order

Objective : To find out customers expectation level with thecurrent issues faced by them while using ATMs.

Conclusion : Most of the customers feel that they should get the

print slips after the usage ofATMs.


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DO You Use Internet Banking ?

0

5

10

15

20

25

30

SBI ICICI AXIS HDFC

27

24

21

14

6

3 2 3

YES

NO

Objective : To find out how many customers are using InternetBanking .

Conclusion : This would help us know whether the customers are tech

savvy or not when it comes to internet banking .


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What is the most important reason, that you choose this

particular bank for your internet banking ?

0

2

4

6

8

10

12

14

16

SBI ICICI AXIS HDFC

5

2

65

16

10

7 6

11

13

10

6

12

0 0

Traditional bank account

with same bank

Brand name

Excellent services

Others

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.


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How Frequently Do You Visit Your Bank ?

0

5

10

15

SBIICICI

AXIS

HDFC

12

10

15

8

1514

6

9

32

1

0

3

11

0

Once in a month

2-4 times in a month

4-6 times in a mo nth

more than 6 times

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


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Frequency Of

Visiting a Bank

BANKS

SBI ICICI AXIS HDFC

Once in a Month 12 10 15 08

2 4 times in a Month 15 14 06 09

4 6 times in a Month 03 02 01 0

More than 6 months 03 01 01 0

Conclusion : This would help us to know what all services do they avail

when they visit their respective banks which has surveyed in nextquestion .


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What services do You Avail the most while visiting

your bank ?

0 2 4 6 8 10 12

SBI

ICICI

AXIS

HDFC

7

12

9

7

8

8

9

5

3

2

1

1

3

2

1

2

2

3

3

2 RTGS/NEFT

Issuing Cheque book

Updating pass book

DD and other

banking instruments

Withdrawal/Deposit

e

Objective : To find out what are the services mostly used by customers while using Branchbanking.

Conclusion: Most of the customers prefer withdrawal and deposit as the common servicesfollowed by Banking instruments ( DD , Cheque etc. ) and Updating their Pass Book.


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Are you satisfied with the overall services provided by

your bank?

0 5 10 15 20 25 30 35

SBI

ICICI

AXIS

HDFC

5

5

2

4

12

15

9

7

10

6

9

4

6

1

3

2

Exellent

Very goodGood

Fair

Poor

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

Wh t diff ti t b k f th


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What differentiates your bank from other

banks?

3 3

2 2

1 1

0

11

0

1 1

0

1

2

1

0

0.5

1

1.5

2

2.5

3

3.5

SBI ICICI AXIS HDFC

Services

Lesser no of

repeated

complaints

No of services

Retention of

existingcustomers

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

H t i t t b ki


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How many customer use internet banking

from your bank?

0

0.5

1

1.5

2

2.5

3

3.5

4

4.55

SBI ICICI AXIS HDFC

0

2

1

2

5

3

1

3

0 0

3

00 0 0 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.

H h i d h b k k l h i


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How much time does the bank take to resolve their

customers complaints?

0

0.5

1

1.5

2

2.5

3

3.5

4

SBI ICICI AXIS HDFC

1

3 3

44

2 2

1

0 0 0 00 0 0 0

Within a day

Within 7 daysWithin 15 days

Within a month

Objective : To know the time period taken by banks to resolve their customerscomplaints.

Conclusion : Maximum banks and their branches resolve their customers

issues within a day.


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How do you attract new customers?

2

0

2

1

2

4

3

3

1

1

0

0

0

0

0

1

0 1 2 3 4 5

SBI

ICICI

AXIS

HDFCLess interest on loancharged

More interest rates on

deposits

Positive word ofmouth

Less service charges

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.


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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.


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RECOMMANDATION

In branch banking there should be more counters so thatcustomers 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 aparticular ATM centre so the queue problem will besolved.

There should be more security while doing transactionsonline.

The procedure for registering internet facility should bemore convinient.


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THANKYOU

final group 6

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