A STUDY ON CUSTOMER AWARENESS TOWARDS EBANKING SERVICES OF STA STATE TE BANK B ANK OF INDIA IND IA WITH REFERENCE TO ERNAKULAM CITY PROJECT REPORT
Submitted To MAHATMA GANDHI UNIVERSI UNIV ERSITY TY,, KOTTAY KOTTAYAM
In partial fulfilment of the requirements for the award of the Degree of BACHELOR OF COMMERCE
Submitted By RINI BABU ( Reg.No !"##$!##%&' )
Under the supervision of VARUN.V.VARGHESE ASSISTANT PROFESSOR DEPARTMENT OF COMMERCE
ST . PAUL*S COLLEGE KALAMASSERY $#!" - $#!'
DECLARATION
I , RINI BABU (Reg.+o !"##$!##%&'), hereby declare that this project work entitled A STUDY STUDY ON CUSTOMER CUSTOMER AWARENESS ARENESS TOW TOWARDS ARDS E-BANKIN E-BANKING G SERVICE SERVICES S OF STATE BANK OF INDIA WITH REFERENCE TO ERNAKULAM CITY is the record
of
the
bona
fide
research
carried
out
by
me
under
VARUN.V.VARGHESE Departmen Departmentt of !ommerce !ommerce St"#aul$ St"#aul$ss
the
supervision
of
LT.
!olleg !ollegee %alama %alamasser ssery y in
partial fulfilment of the requirement for the award of the Bachelor degree in commerce of &ahatma 'andhi University %ottayam "
(I)I B*BU
ST. PAUL*S COLLEGE A/0/12e3 2o M141251 G1+34/ U+/6e78/29 ) ( A/0/12e3 K1015188e79 : &;%#; , Ke7101 , I+3/1
CERTIFICATE
This is to certify that RINI BABU ( Reg.+o !"##$!##%&' + has done project work entitled A STUDY ON CUSTOMER AWARENESS TOWARDS E-BANKING SERVICES OF STATE BANK OF INDIA WITH REFERENCE TO ERNAKULAM CITY under the
guidance
of
LT.
VARUN.V.V ARUN.V.VARGHESE ARGHESE
Depa Depart rtm ment ent
of
!om !ommerc merce e
St" St"#aul #aul$$s
!ollege%alamassery towards the partial fulfilment of the requirements for the award of Degree of Bachelor of !ommerce in &ahatma 'andhi University and this is the bona fide record of the project work delivered by him during the year ,-./0,-.1"
!ounter signed by
#rof" #rof " 'IBI) 'IB I) 2*!3B 2*!3 B
4T" 5*(U)"5 *(U) "5"5 "5*('6 *('67S7 7S7
6ead of the department
*ssistant #rofessor
Department of commerce
Department of commerce
St"#aul$s St"#aul$s !ollege
St"#aul$s St"#aul$s !ollege
%ala %alama mass sser ery y
%ala %alama mass sser ery y
ACKNOWLEGEMENT
I am very much delighted delighted to present present the dissertation dissertation on A STUDY ON CUSTOMER AWARENESS ARENESS TOW TOWARDS ARDS E-BANKIN E-BANKING G SERVICES SERVICES OF ST STA ATE BANK OF INDIA INDIA WITH REFERENCE TO ERNAKULAM CITY I wish to acknowledge all those who
helped us to complete this study" 8irst and foremost foremost I would would like to thank thank 'od *lmighty *lmighty for making making me capable capable to do this project successfully" I am deeply indebted indebted to our guide 4T 4T" 5arun" 5arun"5 5"5aeghes "5aegheseDepa eDepartment rtment of !ommerce !ommerce St"#au St"#aul$ l$ss !olleg !ollege% e%alam alamasse assery ry for his e9empl e9emplary ary guidan guidance ce and valuab valuable le sugges suggestio tions ns for completing the project" I am thankful thankful to to #rof"'ibi #rof"'ibin n 2acob6ea 2acob6ead d of the Departm Department ent of of !ommerce !ommerce and and all other teaching staff of Department of !ommerce for their co0operation and help" I am also greatly indebted to my family and friends for supporting me for the completion completion of this project work" I wish to e9tend my sincere gratitude to all those who have helped me directly or indirectly in completing this dissertation work"
CONTENTS CHAPTER
TITLE
.
INTRODUCTION Statement of the study 3bjectives of the study Scope of the study (esearch methodology Data collection method Tools for data analysis 4imitations of the study Scheme of chapteri:ation
,
REVIEW OF LITERATURE
;
THEORITICAL FRAMEWORK 7volution of Banking 6istory of banking in India State Bank of India < !ompany profile 70banking 3verview of e0banking in India 70banking services of SBI
=
DATA DATA ANALYSI ANALYSIS S AND INTERPRE INTE RPRET TATION
>
FINDINGS,SUGGESTIONS AND CONCLUSION
BIBLIOGRAPHY
APPENDI<
PAGE NO
LIST OF TABLES
TABLE NO.
TITLE
=". =",
Distribution of respondents according to their gender
="; ="=
Distribution of respondents according to their occupation
Distribution of respondents according to their age
Distribution of respondents according to their annual
=">
income level Distribution of respondents according to their year of
="/
account held with State Bank of India Distribution of respondents according to their awareness
="1
about e0banking of SBI Distribution of respondents according to their view of safe
="?
and secure while using e0banking services Distribution of respondents according to their convenient
="@
mode of e0banking Distribution of respondents according to their satisfaction
=".-
level in the usage of *T& *T& services Distribution of respondents according to their satisfaction
="..
level of internet banking services Distribution of respondents according to their satisfaction
=".,
level of tele0banking services Distribution of respondents according to their satisfaction
=".;
level of mobile banking services Distribution of respondents according to their satisfaction
=".=
level of plastic money services Distribution of respondents according to their need of
=".>
improvement towards e0banking services of SBI Distribution of respondents according to their overall opinion of e0banking services of SBI
PAGE NO.
LIST OF CHARTS
CHART NO.
TITLE
PAGE NO.
=".
'ender
=",
*ge
=";
3ccupation
="=
*nnual income level
=">
Bank account
="/
*wareness about e0banking
="1
Safe and secure
="?
!onvenient mode of e0banking
="@
Satisfaction level of *T& *T& services
=".-
Satisfaction level of internet banking services
="..
=".,
Satisfaction level of tele0banking services
Satisfaction level of mobile banking services
Satisfaction level of plastic money services
=".;
=".=
)eed of improvements
=".>
3verall opinion of e0banking services
CHAPTER ! INTRODUCTION
!.! INTRODUCTION
The bankin banking g scenario scenario in India India in the post post liberali:atio liberali:ation n and deregu deregulated lated environ environment ment has has witnessed sweeping changes" The tremendous advances in technology and the aggressive infusion of information technology had brought in a paradigm shift in banking operations" 8or the banks technology has emerged as a strategic resource for achieving higher efficiency control of operations productivity and profitability" 8or customers it is the reali:ation of their A*nywhere *nytime *nyway$ banking dream" This has prompted the banks to embrace technology to meet the increasing customer e9pectation" Technology to start with is a business enabler and now has become a business driver" The banking institutions cannot think of introducing a financial product without information technology support be it customer service transactions remittances audit marketing pricing or any other activity in the banks" Information Technology plays an important role not only to complete the activity with high efficiency but also has the potential to innovate and meet the futu future re requ requir ireme ement nts" s" Info Inform rmati ation on Techn echnol olog ogy y has has ther therefo efore re intr introd oduce uced d new new busin business ess paradigms and a nd is increasingly playing a significant role in improving the services in banking industry" In the the above above backdro backdrop p it becomes becomes imperativ imperativee to dwell on the the evolutio evolution n of Information Information Technology in banks before embarking on the various aspects of e0banking" Information Technology came into picture as early as in the .@?-$s in banking industry through the (angarajan !ommittee recommendations and banks have given utmost importance to the technology since the last ,> years" The (eserve (eser ve Bank of India is constantly pursuing the banks from .@?-$s to introduce computeri:ation at branch level and to improve the quality of customer service through technology" technology" 70Banking 70Banking implies implies performin performing g basic basic bankin banking g transactio transaction n by customers customers round round the clock clock global globally ly throug through h electro electronic nic media" media" *lternati *lternatively vely electro electronic nic bankin banking g can be define defined d as delivery of bank$s services to a customer at his office or home by using electronic technology and this has resulted in conceptuali:ation of virtual bankingC" In traditional banking the customer has to visit the branch of the bank in person to perform the basic banking operations
vi:" account enquiry fund transfer and cash withdrawal" The brick and mortar structure of a bank is essential to perform the banking functions" 3n the other hand hand 70Bank 70Banking ing enables enables the customers customers to perform perform the basic basic bankin banking g transactions by sitting at their office or at homes through #! or 4*#T3#" The customers can access the bank$s website for viewing their account details and perform the transactions on account as per their requirements" Thus today$s banking is no longer confined to branches" !ustomers are being provided with additional delivery channels which are more convenient and are cost effective to the banks" This has resulted in shrinking of geographical boundaries easy reach to the clientele reliable and secure services" The 70Banking services include *utomated Teller &achine #lastic !ard !urrency Internet Banking and 7lectronic !learing Services" State Bank of India is the largest largest bank with network of over .>--- branches branches and > associate bank located even in the remote part of India" SBI offers offers a wide range of banking products and services to corporate and retail customers" )ow a day$s day$s informatio information n technolo technology gy plays plays a vital role role in in banking banking sector sector"" Day0 by0 day day increasing change in technology world it leads to improve e0banking services of various banks" Traditional Traditional branch model of bank is now changing into new form of e0banking services like like kios kiosk k mark market etin ing g mach machine ine coin coin vend vendin ing g mach machin ines es of SBI SBI etc" etc" It prov provid ides es vari variou ouss advantages to customers" Today people are educated more than olden olden days days human human lives becomes becomes machine oriented and they don$t don$t have enough enough time to visit bank branch than than ever before" 70Banking 70Banking means means providing banking products and services through electronic delivery channels like *T& Internet banking Telephone Telephone banking and other electronic el ectronic delivery channels"SBI has over =>-*T& centres centres in India India appro9 appro9ima imately tely"" *utoma *utomated ted Teller eller &achine &achine *T&+ *T&+ is electro electronic nic computerised telecommunication device that allows a customer to directly use a secured method of communication to access their bank accounts or make cash withdrawals and other services" Internet banking highly useful to the customer one who have computer with internet connection they need not visit bank branch for their business transactions" Simply they can transact transact anywhe anywhere re anytim anytimee if they they have have intern internet et connec connectio tion" n" By dialin dialing g the teleban telebankin king g number customer can get various facilities like cheque book request balance inquiry etc"
In this research paper paper main emphasis emphasis has been made towards towards concept concept of 70banking 70banking awareness of 70 banking most preferred 70 banking services among different age groups " In this study we include mobile banking internet banking tele banking and plastic money "Data has been collected from multiple sources of evidence to understand the customer awareness on 70banking services of SBI"
!.$ STATEMENT OF THE STUDY
Today all the banking sectors are providing providing lot of services to their customers" *lthough the 70banking 70banking services services are offered offered by all the banks banks it is a necessity to study whether whether all the banking customers are aware of the 70 banking services" To get the highest satisfac tion on the e0banking e0banking channels a customer customer should should have complete knowledge knowledge and awareness on various various products and services s ervices offered by the banks and bankers should have the ability to identify the type of services needed by a customer and render the same to his satisfaction" Ee attempted to analyse customer$s awareness towards the 70banking services offered by the SBI"
!.; OBJECTIVES OBJECTIVE S OF THE STUDY
To evaluate the awareness awar eness of 70Banking among the customers of SBI"
To study the most preferred prefe rred 70Banking service offered by SBI"
To know which age group of customers c ustomers is using different e0banking facilities"
To know the cause why customers are not using internet banking"
!." SCOPE OF THE STUDY
Eith the moderni:ation and globali:ation globali:ation the bank has adopted all the changes and now all the banks have started adopting the technologies tec hnologies in banking" So it becomes necessary to s tudy the nature growth and e9tend of 70banking services provided by SBI" The present study is a modest attempt to know about customers$ awareness regarding 70banking services provided by SBI" So the findings will help to know the effective awareness towards the 70banking services" In India India there is less less number of of studies studies being conducted conducted to to identify identify how effective effectively ly the online channels are used by banking industry to increase customer satisfaction" 6ence this study throws light on the e0banking services provided by the banks in the study area and this research study makes an attempt to analy:e how banks are attracting the various customers and how the customers customers are satisfied satisfied with the e0banking services provided provided by the banks" This study will be helpful to draw up further policy for improving customer satisfaction with e0 banking practices and act as a secondary data for further research"
!.% RESEARCH METHODOLOGY
In a view to precede precede the research research in a systematic systematic way the followi following ng research research methodology methodology has been used" By means of obtaining detailed opinion of the customers this research falls under under the category category of descrip descriptiv tivee researc research" h" This This study study was conduc conducted ted as a survey survey that e9amined customers$ satisfaction with e0banking services in State Bank 3f India " The methodology adopted in the study is both descriptive and analytical " S*/ SIF7
G
>- respondents
S*/ U)IT
G
!ustomers of 7rnakulam city
S*I)' T7!6)IHU7 G
!onvenient sampling method
!. DAT DATA COLLECTI COLL ECTION ON METHOD METH OD
#(I&*( #(I &*( D*T*G D*T*G
In order to gather necessary data and also to provide profound insight into the topic A!ustomer awareness on 70 banking services of SBI$ the researcher considered the use of questionnaire for consumers in most suitable way"
S7!3)D*( D*T*G Secondary data was collected from the e9isting data sources catalogues internet maga:ine case studies newspapers journals articles etc" The information so collected has been consolidated in a meaningful manner for the purpose"
!.' TOOLS USED USE D FOR DAT DATA ANALYSIS
#7(!7)T*'7 *)* *)*4 4SIS The tool used for data interpretation for the study is percentage analysis by converting the received data into percentage and interpreting the results thereof "
#(7S7)T* #(7S 7)T*TI3) TI3) 38 D*T D*T* 8or the meaningful representation of the results obtained from the data$s data$s we use bar
diagrams pie charts and doughnut in this study st udy""
!.& LIMITATION LIMITATION OF STUDY In any research conducted there there shall be some limitations associated with it" 6ence for the proper understanding of the project it is inevitable to specify the limitation of the study" study"
The study was done in SBI bank and sample si:e of >- the credibility of the project is not assured"
#ersonal bias and prejudice of the respondents could have affected the result of the study"
3nly certain statistical test could be applied to validate the result of the study"
The study is based on quality and originality of secondary data taken through the official website of SBI is considered as another limitation of study"
SCHEME OF CHAPTERISATION
CHAPTER ! -
INTRODUCTION
CHAPTER $ -
REVIEW OF LITERATURE
CHAPTER ; -
THEORITICAL THEORITICA L FRAMEWORK
CHAPTER " -
DAT DATA ANALYSIS ANALYSIS AND INTERPRETATION INTERPRETATION
CHAPTER % -
FINDINGS , SUGGESTIONS AND CONCLUSIONS BIBLIOGRAPHY APPENDI<
CHAPTER $ REVIEW IEW OF LITERATURE
There have been a lot of studies conducted in the field customer satisfaction towards banking services both at national and international level" Some of the previous related research studies are given below"
A=o>-Ro=/?4, Mo>21@ ($##% +studied how to analyse comfort levels and attitude of users
towards online banking facilities" The findings resulted that there is a correlation between attitude towards e0banking and feeling of security with regard to their demographic variables"
I8e7+, Je++/e7 ($##&) pointed out that a positive relationship between the level of financial
infrastructur infrastructuree and the level of competition competition and a negative negative relationship relationship between the degree of state ownership in a banking sector and the level of competition" that ,--/ ,--/ e0bank e0banking ing techno technolog logy y services services indust industry ry custome customer r Re9+o038, Re9+o038, Jo4+ ($##') ($##') said that loyalty survey data results in order to improve marketing resource allocation for corporate ebanking products and services" H>1+g, H1/=o ($##% + reveals that the successful introduction electronic money and ebanking
services depends mainly on people acceptance"The major finding is that although ebanking customers customers more or less have some common common characteristics characteristics they differ across different different types of e0banking services" T12, Je1+e22e ($##') pointed out that Technology *cceptance &odel T*&+ as applied to a
specifi specificc type type of technol technology ogyGG e0banki e0banking" ng"Th They ey sugges suggested ted that that e0bank e0banking ing < prior prior trainin training g perceived ease of use of e0banking technology" technology" Jeo+, K/9o+g ($#!") have said that consumer prefer larger banks in U"S"Because they has to
reduce their transportation cost by way of larger banks have multiple *T& centre$s across the country" Lee, J/49>+ ($##;) e9amined that to identify whether customer intention affecting to use
online online financ financial ial service services"T s"The he effects effects of attitud attitudee toward toward behavi behaviour oursu subje bjectiv ctivee norm norm were were e9amined"Demographic variables were included as control variables" D/+g,
years"The findings conclude that customer behaviour from self0service Service quality and e9perience design perspectives" W15101, To5 ($##) said that whether internet banking strategies were aligned with the
bank$s bank$s core business based or not identified" studied d that that perceiv perceived ed risk inhibi inhibited ted consum consumer er Fe124e751 Fe124e751+, +, M1>7/?/oS M1>7/?/oS1+?4 1+?4e@ e@ ($##$) ($##$) studie adoption intentions as well as perception of the usability usefulness of online payment" B190e8, M/?4e00eE824e7 ($##") have said that investigating factor contribute their decision to
bank online frequency of banking banking activities"
M18813, Ne08o+ ($##;) contributed at a theoretical level by providing deeper understanding
of the transactions between customers and service providers" Yee Ye+, Y>e+ ($#!! ($#!! + have have said that that compar compariso ison n between between factors factors affect affecting ing consum consumer er
acceptance of internet banking services between developed and developing countries" B1>e7 B1>e7, Ke03o+.J Ke03o+.J ($##$) ($##$) e9amined that bankers and consumers are both interested in the
potential for internet banking" Thefindings show that banks too have been developing their infrastructure to address what they perceive as a growing demand for online services" Yo>81@1/, S4>51/01 Y1>= K41+ ($##% +has said that to develop aconceptual model that
determines how intentions towards the use of internet banking are formed and to what e9tent they are related to the actual use of internet banking" indicated ed that that advanc advances es in inform informatio ation n techno technolog logy y and U=13/+e U=13/+ee, e, F71+?/8.N F71+?/8.N ($##) ($##) indicat telecommuni telecommunication cationss are resulting in new delivery channels for bank products products and services in the developing countries" No7, K410/0M3 ($##%) results indicate that the model provides a good understanding of
factors that influence the intention to use internet banking" C4e+,L/81($#!$)
studied
that
will
increase
our
understanding
in
financialaccountingmanagement of information systembusiness administration and decision making related to the adoption of Internet banking in &ainland !hina" A3415, K41/7>0A510/14 ($###) indicated that &alaysian banks could be grouped into two
in regard to their reasons for adopting the electronic delivery systems" &" Service quality in the banking sectorG the impact of technology on service delivery .@@@+ The study investigates role of technology on *ustralian banking sector and ;-- customers were surveyed" The findings suggested that e9cept from convenienceJaccuracy and efficiency e banking services did not match with importance rating specified by customers" J1510, ($##$) The study e9amined key drivers of customer satisfaction using ./1 customers
and it was found that core and relational performances had influence on pleasure of bank consumer and were consuming adverse association in0between consumer proficiency along with with cons consum umer er grati gratifi ficat catio ion" n" The The resea research rch prov provid ides es key key poin points ts for for the the revie review w of ne9t ne9t generation of banking"
C41+317, ($##$) *uthor in his research inspected association in between qualities of services
and fulfilment of banking banking consumers for banking banking domain in the country" country" Study results were proved that these factors fac tors were autonomous but tightly coupled" These factors paradigms vary meaning meaningful fully ly in essenti essential al facilit facilities ies man power power along along with with methodi methodisati sation on of provis provision ion services tangibles and public accountability" The research provides key points for the review of ne9t generation of banking"
Po012og0>,E/+ ($##!) conducted an empirical study to e9plore consumer acceptance of
Internet Internet banking services in banks " Their study e9amined e9amined both consumer consumer related factors that may affect the adoption of an innovative or a product such as comple9ity perceived risk and relative advantage of Internet banking comparing to branch banking as well as organisational factors such as marketing effort " *ll the variables were found to influence the adoption" The results suggests that Internet banking only reduces operational cost to bank but also leads to higher level customer satisfaction" B9e78 1+3 Le3e7e7($##!) in their article entitled retail bank services strategyC concluded
that it was consumer changing attitudes rather than bank cost structure that determines the changes in distribution channelsK they added that virtual banks can only be profitable when the segme segment nt that that pref prefers ers elect electro roni nicc medi mediaa is appr appro9 o9im imate ately ly twic twicee the the si:e si:e of the the segm segmen entt preferring street banks" R11 , Joe ($#!$) C'lobal e0banking scenario and challenges in banking system < to e9plore
the various levels of internet banking services provided by banks using secondary data " it a lso compares the traditional banking system with net banking list out various advantages and the successful successful security measures adopted adopted by different different banks for secured banking banking transactions transactions " it also analyses hoe e0banking can be useful for banking industry during this global financial melt down"
CHAPTER ; THEORITICAL FRAMEWORK
;.!. EVOLUTION OF BANKING
The word Bank seen to have been derived from the Italian word ABanco$" *t the time of the the establishment establishment of the Bank of 5enice 5enice ..>1+ ..>1+ the 'ermans were influential in Italy" Italy" ABanck$ ABanck$ was the 'erman word for joint stock funds meaning a Aheap$ or A mound$" The Italians converted the word into ABanco$ which denotes an accumulation of either stock or money" money" The recor record d of the the activit activities ies of money money chan changin ging g lendi lending ng and and other other bankin banking g functio functions ns reaches back to around a round ,---B"! the Bablonian temples were in the banking business lending
at high rates of interest gold and silver which had been left with them for safe keeping " .>-years later 'reek temples were also depositories and temple fund at interest"
;.$. HISTORY OF BANKING IN INDIA
Banking Banking in India India originated originated long long ago" ago" There There are evidences evidences of giving giving loans loans to others others even during 5edic periods" Banking was synonymous with money lending" money lenders and indigenous bankers played an important part in Indian society as purveyors of money and credit from times immemorial "the money lenders provided loans to people in times of needed mainly for consumption purposes while the indigenous bankers e9tended credit for financing trade and industry" The indigenous bankers were for long the trusted custodians of the deposits of the people and the royalty alike" Besides meeting the requirements of royal treasuries they were the main source of finance for agriculture industry and trade "but the importance of money lenders and indigenous bankers was reduced to some e9tend with the establishment of agency houses and presidency banks patronised by the 7ast India !ompany towards the close of the .1 th century" century" It was considered to be the birth of the modern banking"
;.; STATE BANK OF INDIA
The origin of of the State Bank of India goes backs backs to the first decade of the nineteenth century with the establishment of the Bank of !alcutta in .?-/ in !alcutta " Three years later the bank received its charter and was re0designed as the Bank of Bengal on , nd 2a 2anuary nuary .?-@" * unique institution it was the first joint0stock bank of British India sponsored by the 'overnment of Bengal" The Bank of Bombay and Bank of &adras followed the Bank of Bengal" These three
banks remained at the ape9 of modern banking in India till their amalgamation amalgamat ion as the Imperial Bank of India on ,1 th 2anuary .@,." #reliminary *nglo0Indian creations the three presidency banks banks came into e9istence either as a result of the compulsions of imperial finance or by the felt needs of local 7uropean commerce and were not imposed from outside in any arbitrary manner to modernise India$s economy " their evolution was however shaped by ideas culled from similar developments in 7urope and 7ngland and was influenced by changes occurring in the structure of both the local trading environment and those in the relation of the Indian economy to the economy of 7urope and the global economic framework" The bank was actively involved since .@1; n non0profit activity called !ommunity Services Bankin Ban king" g" *ll bra branch nches es and adm admini inistra strativ tivee of office ficess thr throug oughou houtt the cou countr ntry y spo sponso nsorr and participate in large number of welfare activities and social causes" Their business is more than banking because they ouch the life of people anywhere in many ways" State Bank of India SBI+ has received an approval from the 'overnment of India '3I+ for acquisition of SBI !ommercial and International Bank SBI!I+" In *pr *pril il ,-.= ,-.= State State Bank of of India India launche launched d three three digital digital banki banking ng facilit facilities ies for for the convenience of SBI customers" Two at the customer$s door step using T*B banking < one for customers 3pening Savings Bank accounts and another for 6ousing 4oan applicants" The third is e0%! %now our our !ustomer+" *s a part of modernisation SBI now now has added another 1 digital products products to their customer customer G SBI D/g/210 6/001ge , SBI M/+g0e, S212e B1+ B>339, S212e B1+ C7/5e , SBI D/g/6o>?4e7 , SBI V/3eo 8212e5e+2 1+3 SBI S5172 12?4. Eith these additions SBI becomes
the 0e13e7 o 3/g/210 7o3>?28 C they claimed" *ll these SBI digital products are a vailable for both rural and urban customers in India"
A88o?/12e =1+8
State bank of india has the following seven associate banks with controlling interest interest ranging from 1>L to .--L !. S212e B1+ o B/1+e7 1+3 J1/>7 (SBBJ).
$. S212e B1+ o H93e71=13 (SBH) ;. S212e B1+ o I+3o7e (SBI7) ". S212e B1+ o M98o7e (SBM) %. S212e B1+ o P12/101 (SBP) . S212e B1+ o S1>7184271 (SBS) '. S212e B1+ o T7161+?o7e (SBT)
M/88/o+
To retain the banks banks position as the premier Indian financial services group with with world class standards and significant global business committed to e9cellence in customers shareholder and employee satisfaction and to play a leading role in the e9panding and diversifying financial services sector while continuing emphasis on its development banking role"
STATE BANK OF INDIA : IN SHORT
Type Traded as
#ublic )S7 GSBI) BS7 G>--.., lS7 GSBID BS7 S7)S7M constituent
Industry 8ounded
!)M )ifty constituent Bankingfinancial services , june .?-/bank of calcutta ,1 january .@,.Imperial bank of India . july .@>> SBI
6eadquarters *rea served %ey people #roducts
, june .@>/nationalisation &umbai&aharashtraIndia Eorldwide *rundhati Bhattacharya chairman+ !onsumer bankingcorporate bankingfinance and insurancei insuranceinvestm nvestment ent bankingmo bankingmortgage rtgage loansprivate
bankingprivate
equitysavingssecuritiesasset mana manage geme ment ntw weal ealth th (evenue 3perating income #rofit Total *ssets Total equity )umber of employees !apital ratio Eebsite
mana manage geme ment ntc cred redit it
cards" (s",1;=/-">- crore ,-./+ (s"=;,>? crore ,-./+ (s"@@>-"/> crore ,-./+ (s,,>@-/;"-; crore ,-./+ (s.==,1="/>crore,-./+ ,-11;@,-./+ .;".,L,-./+ Bank"sbi
SWOT Analysis Analysis of SBI
S - STRENGTH
'reater reach to customers Huicker time to market *bility to introduce new products and services quickly and successfully *bility to understand its customer$s needs !ustomers are given access to information easily across any location 'reater customer loyalty 7asy online application for all accounts including personal loans and mortgage ,= hours account access Huality customer service with personal attention
W - WEAKNESSES
4ack of awareness among the e9isting customers regarding internet banking 3bsolesce of technology take place very soon specially in terms of security on internet #rocedure for applying for id and password for using services related to internet banking takes time 4ack of knowledge is found regarding internet banking in employees of SBI Implementation of newer technology is little bit complicated 7mployees needs training to obtain knowledge regarding internet banking
O - OPPORTUNITIES OPPORTUNITIES
*ppro9imately @>Lof customers are not using internet banking !ore competency competency can be achieved achieved in terms of banking if focus is made on awareness of internet banking !an become . st virtual bank of India !oncentration of various services should be made using internet banking
C - CHALLENGES
&ain &ainta tain inin ing g Busin Busines esss 7dge 7dge over over comp compet etito itors rs in the the cont conte9 e9tt of samen sameness ess in IT infrastructure &ultiple vendor support is necessary for working of highly comple9 technology &aintaining secured IT infrastructure for business operations *lternative must be there in case of failure of system"
Re?e+2 11738 1+3 7e?og+/2/o+8
SBI was ranked as the top bank in India based on ti tier er . ca capi pita tall by The Banker maga:ine maga:ine in a ,-.= ranking"
SBI was ranked ,;,nd in the 8ortune 'lobal >-- rankings >-- rankings of the worldNs biggest corporations for the year ,-./"
SBI was named the ,@th most reputed company in the world according to Forbes ,--@ rankings
SBI was >-th &ost Trusted brand in India as per the Brand Trust (eport (eport ,-.; ,-.; O an annual study conducted by Trust (esearch *dvisory a brand analytics company and subsequently in the Brand Trust (eport ,-.= ,-.= SBI finished as IndiaNs IndiaNs .@th &ost Trusted Trusted Brand in India
SBI has bagged the awards for most preferred bank and most preferred brandC for home loan in !)B! *waa: *waa: !onsumer
;.". E-BANKING
This has has alias electronic electronic banking banking or internet internet based based banking banking web applicatio applications ns at the same time it is also called by name of virtual banking as well" The services which allows bank consumers to retrieve their own information carrying out various monetary dealings and save money in to accounts amount withdraw or pay number of bills via Internet without physical presence at the branch or bank counters" It was e9pediency of retrieving banking services from the comfort of their home or office" )ow days 70banking has become bu:: word" The functionality of 70banking allows any one of consumer by having a personal computer attached to the network and browser which get associated to own banking online portal and e9ecute anything of simulated bank transactions" Ehat do we understand by the term of e0bankingP It is related to the carrying out bank related business with the help of the computers or telebanking" The beauty of the e0banking system is updated updated immediately after every transaction transaction automatically automatically and developmen developmentt of the country in the .?th !entury" !entury" *t starting phase phase creators had foreseen that this will be matter matter of time which decides a fore web0based banking entirely swapped out the manual method" 3n the other hand the realities has proven that this was an over positive calculation
;.%. OVERVIEW OF INTERNET BANKING IN INDIA
(BI had formed a committee for online banking banking portals portals which was classified and separated total web0based banking services availed in India in three sub groups" !lassification was grounded on allowed permission access stages" Detailed description as belowG
I. O+09 I+o7512/o+ =18e3 S982e5
This assists assists to get the the common common info such such as loan loan rate location location of of branch center center availed banking services and types were hosted on the banking portal" Significantly prevailing services could be availed to copy different processJapplications form of used for day to day banking" 70mail has been used as the major way of communication among the users and others" The credentials of bank user are important parameters in order to operate online banking portal services" These credentials are provided by bank organi:ation and assisted to end user in case of mismatch" (isk of unauthori:ed access and security of such applications are take care c are approprietly" II. S982e5 o7 E0e?27o+/? I+o7512/o+ T71+8e7
These kinds kinds of applicatio applications ns offer offer specific user user data as an output output which which may be in in style of balance sheet minute information about banking transaction or account ac count holding report" &ost & ost of the data still treated as a Nread onlyN presentation" *uthentication and authori:ation of banking user carried out with the help of passwords based processes" Statistics is retrieved through online banking portal either offline or in batch process" These web0based systems are not connected via computer networks" III. Co50e2e E-T71+81?2/o+ A0/?12/o+8
These kinds kinds of of application application are having having capacity capacity of both way way communic communications ations for for the e0 e0 transactions incurred using online banking portal" User may generateJinitiate any banking operation on the web0based ,- applications" These applications are having very high degree of safety processes and governing mechanism" 3nline 3nline banking banking portal portal is is trying trying to settle down down and is bi: word as as well" (egular (egular banking banking consum consumers ers are gradua gradually lly increas increasing ing which which are workin working g throug through h web0ba web0based sed applica applicatio tions" ns" !onsumers are now able to perform task related with not only information about balance or rates rates but but also also to carry carry out out vari variou ouss bank bankin ing g func functi tion ons" s" Inap Inappr prop opria riatel tely y inad inadeq equa uacy cy of information about online banking portal is a challenge"
;.. E-BANKING SERVICES OF SBI
!. I+2e7+e2 B1+/+g $. ATM ATM (A>2o512/? (A>2o5 12/? Te00e7 M1?4/+e) ;. Te0e B1+/+g ". Mo=/0e B1+/+g %. P195e+2 C1738 (De=/28C7e3/2 (De=/28C7e3/2 C173)
*ll the above above mediums provide services which which can be be also known as any time anywhere anywhere bankingC" This facilitates the customer of the bank to operate their account from any corner of the world without visiting local or any subsidiary branch of their banks" 7fforts are made by the bank not only to provide the facility to the customer but also to reduce the operational cost of the bank by providing e0banking services" So with this banks have to employ less staff and still would be able to deliver service to the customer round the corner" ;..!. INTERNET BANKING
)et banking is a web0based service that enables the banks authori:ed customers to access their account information" It allows the customers to log on to the banks website with the help of bank$s issued identification and personal identification number #I)+" The banking system verifies the user and provides access to the requested services the range of products and service offered by each bank on the internet differs widely in their content" &ost banks offer net banking as a value0added service" )et banking has also led to the emergent of new banks which operate only through the internet and do not e9ists physically Such banks are called virtualC banks or Internet 3nlyC banks" Services provided through Internet BankingG ." *ccount information ," 70cheques 3nline 8und Transfer+ Transfer+ ;" Bill #ayment Service =" (equests *nd Intimations >" Demat *ccount share trading ;..$. AUTOMATED TELLER MACHINES
*utomated Teller Teller &achines or ,=0hour Tellers are electronic terminals that let the the customer bank almost anytime" To withdraw cash make deposits or transfer funds between accounts you generally insert an *T& card and enter your #I)" Some financial institution and *T& owners charge a fee particularly to consumers who don$t have accounts with transactions at remote locations" 'enerally *T&s must tell the customer they charge a fee and its amount on or at the terminal screen before the customer completes the transaction" *T&s of Indian I ndian provide following services" services " ." !ash !ash Eithd ithdra rawa wall ," Bala Balanc ncee 7nqu 7nquir iry y ;" Statem Statement ent 7nqu 7nquiry iry prin printin ting g in some some cases+ cases+ =" #I) !h !hange >" !ash ash Dep Depo osit sit /" !hequ hequee Dep Deposit sit 1" 8und 8undss Tra Tran nsfer sfer ?" !red !redit it !ar !ard d #ay #ayme ment nt @" Util Utilit ity y Bill Bill #ay #ayme ment nt .-" !heque !heque Book (equest (equest .." .." Insurance Insurance #remium #remium #ayment #ayment .," &obile &obile DT6 etc recharges recharges and topups .;" )'3 donations donations in some some cases .=" Term deposit opening opening .>" User details details updation updation
%now customer ledger balance and available balance &ini Statement 'et a printout of of your your last ? transactions and customer current balance" Deposit !ash J !heques *vailable at all full function *T&s customers can deposit both cash and cheques" !ash deposited in *T&s will be credited to the account on the same day provided cash is deposited before the clearing+ and cheques are sent for clearing on the ne9t working day" 8unds Transfer funds from one account to another linked account in the same branch" #I) !hanges !hange the #ersonal Identification )umber #I)+ of *T& or Debit card" 11 #ayments are the latest feature of *T&s is functionality can be used for payment of bills making donations to temples J trusts buying internet packs airtime recharges for prepaid mobile phones and much more 3thers (equest for a check book from the *T&s and concerned branch will dispatch it such that it reaches the customer within .- working days"
;..;. TELEBANKING
The busin business ess of Tele0 Tele0ban bankin king g in general general is carrying carrying out out financial financial transac transactio tions ns using using telephones" It is a way through which individuals do business with a bank using a telephone" Tele0banking has been introduced by the banking and financial institutions for the benefit of the the custo custome mers rs in such such a comp comple le9 9 envi enviro ronm nmen ent" t" These These servi service cess in line line with with cust custom omer er satisfaction and help line services offer round the clock services to its customers world0wide" &any and simpler to comple9 services are now being offered to the customers and the same can be updated by the customers without visiting their branch or the bank" These services services can be be availed by by calling on on the toll free free number number provided provided by the the bank or special service numbers on which their data can be updated offering confidentiality of data with withou outt bein being g comp compro romi mised sed"" To use use tele0b tele0ban anki king ng serv servic ices es from from the the bank bank or fina financ ncial ial institution$s telephone banking facility a bank customer should registered at first level to allotted service where consumer need to set up password for own verification" #ost that for accessing telephone banking consumer have to call ,= specific phone number assigned by financial institution"
#resently through Tele Tele Banking following 3n0line Q 3ff04ine Services are provided to our customers" ." Balance 7nquiry
," Transactions 6istory" 6istory" ;" !heque (elated Services =" Stop !heque >" (evoke !heque /" 8unds Transfer Intra Bank+G 1" *T& 4ocator ?" Transaction Statement (equestG" @" !heque Book (equest .-" 'eneral #roduct Information"
;..". MOBILE BANKING
&obile banking banking is a service provided by a bank or other financial institution institution that allows its customers customers to conduct financial financial transaction remotely remotely using a mobile device such as a mobile mobile phone or tablet" It uses software usually called an app provided by the financial institution for the purpose" &obile banking is usually available on a ,=0hour basis" Some financial institutions have restrictions on which accounts may be accessed through mobile banking as well as a limit on the amount that can be transacted" Transacti Transactions ons through through mobile mobile banking banking may include include obtainin obtaining g account account balances and and lists of latest transactions electronic bill payments and funds transfers between a customerNs or anothe anotherNs rNs account accounts" s" Some Some apps apps also enable copies copies of stateme statements nts to be downl download oaded ed and sometimes printed at the customerNs premisesK and some banks charge a fee for mailing hardcopies of bank statements" 5arious mobile banking apps are G
The following are the services provided by mobile banking G ." 7nquiry of balance in accounts+ ," &ini Statement < last five transactions ;" Transfer of 8unds to accounts with S BI Q other Banks =" I&#S0 &obile to &obile Transfer >" (equest for issue of !heque Book /" 7nquiry regarding Demat account 1" #ay utility bills 7lectricity bill Telephone bill etc"+ ?" &erchandise payments @" &obile Top up .-"Top .-"Top up of DT6 connections .."#ayment of SBI 4ife Insurance premium"
;..%. PLASTIC MONEY
#lastic money money is the the alternative alternative of cash or or the standard standard Amoney$" Amoney$" #lastic #lastic money money is used to refer to the credit cards debit cards that we use to make purchases in our everyday life" #lastic money is much more convenient to carry around as you do not have to carry a huge sum of money with you" It is also much safer to carry it along or to travel with it as if it is stolen one can consult the bank whose service you are using and get it blocked hence saving your money from getting stolen or even lost" #lastic money or polymer polymer money money made out of plastic is a new and easier way of paying for goods goods and services" services" #lastic money was introduced introduced in the .@>-s .@>-s and is now an essential essential form of ready money which reduces the risk of handling a huge amount of cash" It includes debit cards *T&s *T&s smart cards etc" Different Types Types of #lastic #las tic &oneyG
C184 C1738 < * card that will allow you to withdraw money directly from your bank via an
*uthor *uthori:ed i:ed Telle Tellerr &achin &achinee *T&+ *T&+ but it will will not allow allow the holder holder to purcha purchase se anythi anything ng directly with it" C7e3/2 C1738
*gain this card will permit the card holder to withdraw cash from an *T& and a credit card will allow the user to purchase goods and services directly but unlike a !ash !ard the money is basically a high interest loan to the card holder although the card holder can avoid any interest charges by paying the balance off in full each month" De=/2 C1738
This type of card will directly debit money from your bank account and can directly be used to purchase goods and services" Ehile there is no official credit facility with debit cards per se as it is linked to the bank account the limit is the limit of what is in the account for instance if an overdraft facility is available then the limit will be the e9tent of the overdraft" P7e-1/3 C184 C1738
*s the name suggests the user will add credit to the card themselves and will not e9ceed that amount" These are usually re0useable in that they can be Atopped up$ however some cards usually marketed as 'ift !ards are not re0useable and once the credit has been spent they are disposed of" S2o7e C1738
These are similar in concept to the !redit !ard model in that the idea is to purchase something in store and be billed for it at the end of the month" These cards can be charged at a very high interest rate and can are limited in the places they can be used sometimes as far as only the store brand that issued it"
CHAPTER " DAT DATA ANAL ANALYS YSIS IS AND AND INTERPRETATION
The data has been collected from >- SBI account holders across the 7rnakulam " The data after collection is to be proceed and analysed in accordance with the outline and down for the purpose at the time of developing research plan" Technically speaking processing implies editing coding classification and tabulation collected data so that they are amenable to analysis" The term analysis refers to the computation of certain measures along with searching for pattern groups" Thus in the process of analysis relationship or differences should be subjected to statistical test of significance to determine with what validity data can be said to indicate any conclusion" The analysis of data in general way involves a number of closely related operations which are performed with the purpose of summarising the collected data and organising them in such a manner that they answer the research questions" In this this study study the above above process process is carefully carefully followed followed and and it is presented presented in this chapter chapter"" Statistical methods like graph percentages and ratios have been used to analyse the data that was collected through questionnaire and interview"
TABLE NO ".! DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR GENDER
&ale 8emale To210
No. o 7e8o+3e+28 ;/ .= %#
CHART NO: 4.1
Pe7?e+21ge 1, ,? !##
GENDER
80 70 60
Percentage
50 40 30 20 10 0 Ma l e
Fema l e
So>7?e P7/5179 D121 INFERENCE
8rom the above diagram it is found that majority of the respondents are male when compared to that of female who are interested in e0banking"
TABLE NO ".$ DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR AGE
Below ;;- < ==- < >*bove >To210
No. o 7e8o+3e+28 ;./ = %#
CHART NO ".$
Pe7?e+21ge /,., ? !##
AGE
Below 30 30 - 40 40 - 50 Above 50
So>7?e P7/5179 D121 INFERENCE
It is found that people in the age group of below ;;- years have shown the greater interest in the e0banking services of SBI" *ge group between ;-0=- are only ,-L which is higher than that of =-0>- and above >- age groups" #eople above showed a lower percentage because they have lack of knowledge in e0banking services of SBI"
TABLE NO ".; DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR OCCUPATION
Students #vt" sector employees 'ovt" employees Business To210
No. o 7e8o+3e+28 ;? ? , , %#
CHART NO ".;
Pe7?e+21ge 1/ ./ = = !##
OCCUPATION
Stuent! Pvt"!ector #ovt"!ector Bu!$ne!!
So>7?e P7/5179 D121 INFERENCE %&e c&art !&ow! !&ow! t&at !tuent! !tuent! are are t&e mo!t e-ban'$ng u!er! u!er! o( SB) out out o( 50 re!*onent!" re!*onent!" $e+76," Bu!$ne!! *eo*le an government *eo*le are t&e lea!t u!er! o( e ban'$ng !erv$ce! w&en com*are *r$vate !ector! em*loee!" %&$! $! becau!e o( trut&(ulne!! or (ear o( !ecur$t"
TABLE NO "." DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR ANNUAL INCOME LEVEL
4ess than (s". lakh (s". lakh to (s"> lakh &ore than (s"> lakh )ot earning To210
No. o 7e8o+3e+28 .1 > ,? %#
CHART NO "."
Pe7?e+21ge ,.= .>/ !##
ANNUAL INCO INCOME ME LEVEL 60 50 40 30 ) M M .. 20 10 0
& a ' a l " ! 1 / n & a t ! ! . e
& a ' a l " ! 5 / o & t ' a l a 1 " / !
& a ' a l " ! 5 / n & a t e e o r M
n g n $ r a t e o 0
So>7?e P7/5179 D121 INFERENCE
8rom 8rom the above above table table >/L of of the respond respondent entss are not earnin earning g any income income "ie "ie those those respondents are students" 3nly .-L respondents earning more than (s"> lakh" (emaining respondents fall below and above (s". lakh and (s"> lakh"
TABLE NO ".% DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR ACCOUNT HELD WITH STATE BANK OF INDIA
Below . year . < ; yea r ; < > yea r *bove > year To210
No. o 7e8o+3e+28 = @ .1 ,%#
CHART NO ".%
Pe7?e+21ge ? .? ;= =!##
BANK ACCOUNT
Below 1 ear 1 - 3 ear 3 - 5 ear Above 5 ear
So>7?e P7/5179 D121 INFERENCE
8rom the the above data data =-L of the responden respondents ts are having having bank account account with SBI SBI for more than > years and of ;=L holding the same for ; to > years" Ehen comparing with respondents holding bank account of SBI with .0; years and below . year below . year shows a lesser percentage"
TABLE NO ". DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR AWARENESS ABOUT E-BANKING OF STATE BANK OF INDIA
*ware )ot aware To210
No. o 7e8o+3e+28 =.%#
CHART NO ".
Pe7?e+21ge ?,!##
AWARENESS ABOUT E-BANKING
Awa Aw a re ot aware
So>7?e P7/5179 D121 INFERENCE
The diagram diagram shows shows how much much people people are aware and not not aware on the the e banking banking services services offered by SBI" Thus through this diagram we can see that majority of the respondents are aware about the e0banking and only ,-L is not aware"
TABLE NO ".' DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR VIEW OF SAFE AND AND SECURE WHILE THE USING OF E-BANKING SERVICES
Strongly agree *gree !an$t say Disagree To210
No. o 7e8o+3e+28 ? ;> > , %#
CHART NO ".'
Pe7?e+21ge ./ 1.= !##
SAFE AND SECURE
Strongl agre a gree e Agree ant !a $!agree
So>7?e P7/5179 D121 INFERENCE
8rom the above above diagram majority of the respondents respondents were strongly agree that the e0banking e0banking services of SBI is safe and secure" .-L respondents are in the opinion that they can$t whether it is safe and secure and only =L were in the view that they are in disagree for the same"
TABLE NO ".& DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR CONVENIENT MODE OF E-BANKING
Internet banking &obile banking Tele banking #lastic money To210
No. o 7e8o+3e+28 ., ;, / %#
CHART NO ".&
Pe7?e+21ge ,= /= ., !##
CONVENIENT MODE OF E-BANKING 70 60 50 40 mo!t *re(ere e-ban'$ng !erv$ce! o( SB) among cu!tomer!
30 20 10 0 ) %/% BA) #
MB) . BA) #
%. BA) #
P.AS%) M
So>7?e P7/5179 D121 INFERENCE
It is clear that that the the most most preferred preferred e banking banking services services of SBI is mobile mobile bankin banking g among among internet banking mobile banking Tele banking and plastic money " this is because of the convenience in handling and mobile can be easily portable from one place to another "
TABLE NO ". DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR SATISFACTION LEVEL IN USAGE US AGE OF ATM ATM SERVICES OF STATE STATE BANK BAN K OF INDIA
79tremely satisfied Satisfied )eutral Dissatisfied 79tremely dissatisfied To210
No. o 7e8o+3e+2 .,; .> , %#
CHART NO ".
Pe7?e+21ge ,=/ ;= !##
SATISFACTION LEVEL OF ATM SERVICES
9tremle !a:!;e Sa:!;e eutral $!!a:!;e 9tremle 9tre mle $ !! a:!;e a:!;e
So>7?e P7/5179 D121 INFERENCE
8rom the the above diagram diagram it is clear that =/L of of customers customers are purely satisfied satisfied with *T& services provided by SBI" This is due to their card delivery number of transactions and convenient way of its location" It is also shows that only =L of customers are dissatisfied with their *T& *T& facilities"
TABLE NO ".!# DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR SATISFACTION LEVEL OF INTERNET BANKING SERVICES OF STATE BANK OF INDIA
79tremely satisfied Satisfied )eutral Dissatisfied 79tremely dissatisfied To210
No.o 7e8o+3e+2 ? @ ,@ = %#
CHART NO ".!#
Pe7?e+21ge ./ .? >? ? !##
SATISF TISFACTION ACTION LEVEL OF INTER INTERNET NET BAN BANKING KING SERVICES 70 60 50 Percentage
40 30 20 10 0 9remel ! a: a:!;e
Sa:!;e
euta l
$ !! !! a: a:!;e9remel $ !! !! a: a:!;e
So>7?e P7/5179 D121 INFERENCE
8rom 8rom the diag diagram ram it is clear clear that that >?L >?L of peopl peoplee are neutr neutrally ally sati satisfie sfied d by the the interne internett banking services of SBI and .?L are satisfied "./L are e9tremely satisfied "
TABLE NO ".!! " .!! DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR SATISFACTION SATISFACTION LEVEL LEV EL OF TELE-BANKING TELE-BANKIN G SERVICES S ERVICES OF ST S TATE BANK OF INDIA
79tremely satisfied Satisfied )eutral Dissatisfied 79tremely dissatisfied To210
No. o 7e8o+3e+28 . ? @ ,@ ; %#
CHART NO ".!! " .!!
Pe7?e+21ge , ./ .? >? / !##
SATISFACTION LEVEL OF TELE-BANKING SERVICES 70 60 50 40 30
Percentage
20 10 0 9remel ! a:!;e
Sa:!;e
eutra l
$ ! ! a:!;e
9remel $ ! ! a:!;e
So>7?e P7/5179 D121 INFERENCE
The chart shows that there is more more dissatisfaction from the part of customers related with the tele0banking services of SBI"ie >?L and only ./L of them are satisfied with the same" There is also e9ist the persons who are e9tremely dissatisfied with the tele0banking services/L"
TABLE NO ".!$ DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR SATISFACTION SATISFACTION LEVEL LEVE L OF MOBILE BANKING BA NKING SERVICES OF O F STA STATE BANK OF INDIA
79tremely satisfied Satisfied )eutral Dissatisfied 79tremely dissatisfied To210
No.o 7e8o+3e+28 ;., = ; . %#
CHART NO ".!$
Pe7?e+21ge /,= ? / , !##
SATISFACTION LEVEL OF MOBILE BANKING SERVICES
60 50 40 30 20 10 0
; e ! : ! a e l m e t 3 9
Percentage
; e ! : S a
a l r a r t u 0 e
e $ ! ; ! a ! ! ! $ 6
; e ! a : ! ! ! $ l m e e t 3 9
So>7?e P7/5179 D121 INFERENCE
The chart chart shows shows that large large number number of custom customers ers are e9tremely e9tremely satisfied satisfied with the the mobile mobile banking services se rvices /-L" This is large number of apps that th at are introduced by the SBI and it is easy to use" 3nly /L of customers are dissatisfied with this service"
TABLE NO ".!; DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR SATISFACTION SATISFACTION LEVEL LEV EL OF PLASTIC MONEY SERVICES OF STATE STATE BANK OF INDIA
79tremely satisfied Satisfied )eutral Dissatisfied 79tremely dissatisfied To210
No.o 7e8o+3e+28 .> ,. .. , . %#
CHART NO ".!;
Pe7?e+21ge ;=, ,, = , !##
SATISF TISFACTION ACTION LEVE LEVEL L OF PLA PLAS STC MONE MONEY Y SERVICES 45 40 35 30 25 20 15 10 5 0
; e ! : ! a e l m e e r 3 9
Percentage
; e ! : S a
a l r a t r u 0 e
; e ! a : ! ! ! $ 6
; e ! a : ! ! ! $ - l e e m r e 9 3
Sour!: Pr"#$r% D$&$ INFERENCE:
TABLE NO ".!" DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR NEED OF IMPROVEMENTS IMPROVEM ENTS IN STATE STATE BANK BA NK OF INDIA IND IA TOW TOWARDS ARDS EBANKING
&ore promotion technique !ustomer friendly Eidening benefits 3thers
No.o 7e8o+3e+28 ,1 .? >
Pe7?e+21ge >= ,./ .-
To210
%#
!##
CHART NO ".!"
NEED OF IMPROVEMENTS 60 50 40 30 20 10
Percentage
0
e ! $ = = u & n c e n t o o : m o r o r e * e o M
l n e $ r e ( r r e m o ! t u
! ! ; t e n b e g n n n $ e $ >
! r ! & e t 2
So>7?e P7/5179 D121 INFERENCE
It shows that >=L of of the customers are in need need of more promotion techniques techniques in the field of e0banking services of SBI" ./L of the customers says that SBI must widen their facility for its better improvement and about ,-L are in the view that e0banking services of SBI needs much customer friendly" friendly"
TABLE NO ".!% DISTRIBUTION OF RESPONDENTS ACCORDING TO THEIR OVERALL OPINION OF E-BANKING E-BANKI NG SERVICES OF ST STA ATE BANK OF INDIA
No.o 7e8o+3e+28 .;. 1 , %#
79cellent 5ery good 'ood *verage To210
Pe7?e+21ge ,/, .= = !##
CHART NO ".!%
OVERALL OPINION OF E-BANKING SERVICES 70 60 50 40
Percentage
30 20 10 0 9c el l ent
er goo
#oo
Avera ge
So>7?e P7/5179 D121 INFERENCE
,-L of of the customer customerss are in the the opinion opinion of 79cellent 79cellentCC in terms terms of e0bankin e0banking g services services provided by SBI" /,L are in the opinion of very goodC and only less number of customers$ supports the opinion averageC on their e0banking services"
CHAPTER % FINDINGS ,CONCLUSION AND SUGGESTIONS
This chapter deals with the findings summarised the conclusions derived and suggestions made from the collected data " 3ur study deals with * STUD 3) !UST3&7( !UST3&7( *E*(7)7SS 3) 3) 70B*)%I)' 38 SBIC" It was conducted among the customers of 7rnakulam district" 8or the purpose of study primary data was collected colle cted from >- customers using questionnaire" 8ollowing are the findings of the studyG
FINDINGS
70banking services are being widely used by males rather than females" This study
reveals that percent of the respondents are males" The study shows the fact that main users of e0banking services are of the age group below;-" They form /=L of the respondents" res pondents" The number of people above the age of
>- years who use e0banking services are very less compared to other age groups" Stud Studen ents ts are usin using g e0ban e0banki king ng servi service cess becau because se they they are more more awar awaree abou aboutt the the
same"1/L of the respondents are qualified as students" #riv #rivate ate empl employ oyees ees prefe preferr e0ban e0banki king ng servi service cess more more comp compare ared d to 'ove 'overn rnme ment nt
employees and businessmen" Through less time they can make their transactions" &ost of the respondents are aware about the various e0banking services provided by
State Bank of India" ie about ?-L" It also shows that ,-L of the respondents are not aware about the same" This is
because of lack of technical knowledge" &ajority of them prefer mobile banking as the commonly used e0banking service" It is about /-L" This is because of its convenience in handling mobiles can be easily
portable from one place to another" another" *ll the SBI e0banking services apps can downloaded into the mobile and thus they can avoid time consuming"
There is only =L of the respondents respondents preferring tele0bankin tele0banking g and .,L are the users of
internet banking" There is only =/L of the customers are purely satisfied with the *T& services
provided by the SBI" #romptness of their card delivery number of transactions and convenient way of its
location are the reasons for opting *T& *T& services" =L of the respondents res pondents are dissatisfied with the *T& *T& services" >?L of the respond respondent entss are neutral neutrally ly satisfi satisfied ed by the intern internet et bankin banking g service servicess provided by SBI and ./L are e9tremely satisfied because they are having higher
level of education" )one of the persons are e9tremely dissatisfied with the internet banking services" There is more dissatisfaction from the part of customers related with the tele0banking
services of SBI"ie >?L 3nly ./ L of them are satisfied with the tele0banking services" There also e9ist the persons who are e9tremely dissatisfied with the same" It shows that >=L of the customers are in need of more promotion techniques in the
field of e0banking services of SBI" ./L ./L of the the respo respond nden ents ts says says that that SBI SBI must must wide widen n their their facili facility ty for for its its bett better er
improvement and of ,-L of customers are in the opinion that SBI should be more
customer friendly" friendly" /,L of the customers customers are in the opinion opinion of very goodC for the e0banking e0banking services of the SBI" ,-L of the customers are in the the opinion of e9cellent 3nly less number of customers are in the opinion of averageC"
SUGGESTIONS *wareness about e0banking services of SBI is moderateK the bank must take necessary steps to make customers more aware about the provisions of e0banking services" In order to increase the knowledge about e0banking services of SBI among customers bank can conduct more promotion techniques" To ensure customer loyalty the bank can provide better facility according to the needs and convenience of customers" Though the e0banking is an effective tool but many of the customers are not using it due to the awareness of the particular direct banking channel" channel" )ow the responsibilit responsibility y lies with the bank to make them aware about various e0banking channels through publicity and advertisements" The bank should educate the customer about the usage of e0banking services and also about their advantages" This would prompt the customers to shift from traditional brick and mortar channel" It has been observed observed that even the customers who know about e0banking e0banking services are not using this facility due to misconception and lack of information" These customers should be targeted by the bank and must be convinced to use the same" The bank may improve e9isting facilities to spread awareness about computer and net banking The best way to motivate the customer to use the e0banking is the most efficient customer care services"
CONCLUSION
3ur economy is facing a wave of change with modern technologies technologies penetrating into all the sectors of manufacturing trading and services ser vices which are now giving a makeover for economy" economy" This make over is creating a great effect on the banking sector today" The nature of banking transaction has moved from the long queue at the bank counter to the small screen that fits our hand
Banks Banks began began to use emerg emerging ing techn technolo ology gy to provi provide de better better qualit qualities ies servic services es to the customers at less cost and greater speed" 7lectronic banking
8rom my study study on customer customer awareness awareness on e0bank e0banking ing services services provided provided by state bank of India conducted in 7rnakulam I concluded that majority of the customers are aware and response response of them is satisfactory with the e0banking e0banking services provided provided by state bank of India" India" because of the utility created on time place and cost by e0banking services it accepted by everyone" The better attitude of the bank makes it more acceptable "
BIBLIOGRAPHY
'ome: !lifford !lifford Banking Theory and #racticeC"
*braham & & &odern BankingC"
Eebsite usedG
www"bank"sbi"gov"in www"wikipedia"com www"google"com www"shodhganga"inflibnet"ac"in www"scribd"com
APPENDI<
?A STUDY ON CUSTOMER AWARENESS ON E-BANKING SERVICES O
STATE BANK OF INDIA WITH REFERENCE TO ERNAKULAM CITY
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THAN TH ANK K
YOU YOU
INFORMATION
VER VERY
MUCH MUCH
FOR FOR
YOUR YOUR
VALUA ALUABL BLE E
TIME TIME
AND AND
