SUMMER INTERNSHIP RESEARCH PROJECT ON “E-BANKING IN INDIA” SUBMITTED TO
GLA UNIVERSITY, MATHURA Towards Partial Fulfillment of Requirement for Masters in Business Administration Degree
PROJECT GUIDE:
SUBMITTED BY:
MR. AMIT DAHRA
SUDARSHAN TOMAR
SALES MANAGER
ROLL NO. - 106100055
ING VYSYA BANK, AGRA.
Table Contents Chapter 1: General Introduction of Banking system in INDIA…………….…08 Chapter 2: Introduction of ING Group………………………………………...10 Chapter 3: Introduction of E-Banking………………………………………...17 Chapter 4: Research Methodology … ………………………………………..18 Chapter 5: Literature Review ………………………………………………….26 Chapter 6: Objective of study…………………………………………………..29 Chapter 7: Methodology……………………………………………………….30 Chapter 8: Questionnaire…………………………………………………..…..32 Chapter 9: Data analysis………………………………………………………35 Chapter 10: Findings……………………………………………………………42 Chapter 11: Conclusions………………………………………………………43
Executive summary The project Report on: Services provided by the bank through E-BANKING IN INDIA
Project carried at: ING VYSYA BANK LTD.
Project Objectives: • Find the customer satisfaction relating to E-banking service. • To study the awareness of internet banking among the customers of ING VYSYA bank.
Benefits of study: • Awareness among customers for internet banking. • It gives direction to research tools, research types and techniques. • Availability should be increased by using various services Strategy.
Acknowledgement My sincere gratitude to Mr. Amit Dahra, sales manager, Agra Branch, ING VYSYA BANK who gave necessary directions on doing this project to the best of my abilities. I am highly indebted to Mr. Nitin Kumar, Branch Manager, who provided me with the necessary information and also for the support extended out to me in the completion of this report and his valuable suggestion and comments on bringing out this report in the best way possible.
Later on I would like to thanks Dr. Vandana Srivastava and other faculty members who taught me that how to do project through appropriate tools and techniques.
Signature Sudarshan Tomar
Declaration I am Sudarshan Tomar . This project report is my original work and has not been submitted in any form as a part of any other project. Information derived from the published and unpublished work of other has been acknowledgement in the bibliography.
Sudarshan Tomar
Chapter 1
Introduction of Banking system in INDIA Banking system of a nation is the shadow of nation’s economy. A healthy and profitable banking system is just like the backbone of nation’s economy. It is necessary for a nation to achieve growth and remain stable in this global world and global economy. The Indian banking system, with one of the largest banking networks in the world, has witnessed a series of reforms over the past few years like use of E-Banking and the increased participation of private sector banks.
History of INDIAN BANKING SYSTEM Banking in India originated in the last decades of the 18th century. The first banks were The General Bank of India, which started in 1786, and the Bank of Hindustan, both of which are now defunct The oldest bank in existence in India is the State Bank of India, a government-owned bank that traces its origins back to June 1806 and that is the largest commercial bank in the country. Allahabad Bank, established in 1865 and still functioning today, is the oldest Joint Stock bank in India. Central banking is the responsibility of the Reserve Bank of India, which in 1935 formally took over these responsibilities from the then Imperial Bank of India, relegating it to commercial banking functions. After India's independence in 1947, the Reserve Bank was nationalized and given broader powers.
In 1948, the Reserve Bank of India, India's central banking authority, was nationalized, and it became an institution owned by the Government of India.
In 1949, the Banking Regulation Act was enacted which empowered the Reserve Bank of India (RBI) "to regulate, control, and inspect the banks in India."
The Banking Regulation Act also provided that no new bank or branch of an existing bank could be opened without a license from the RBI, and no two banks could have common directors
Liberalization in INDIAN BANKING SYSTEM In the early 1990s, the government embarked on a policy of liberalization, licensing a small number of private banks. Some of the private sector banks are ING VYSYA Bank, Axis Bank (earlier as UTI Bank), ICICI Bank and HDFC Bank. The next stage for the Indian banking has been setup with the proposed relaxation in the norms for Foreign Direct Investment, where all Foreign Investors in banks may be given voting rights which could exceed the present cap of 10%, at present it has gone up to 49% with some restrictions. Currently, banking in India is generally fairly mature in terms of supply, product range but reach in rural India still remains a challenge for the private sector and foreign banks.
Chapter 2 INTRODUCTION: The Origin of ING Group ING group originated in 1990 from the merger between “Nationale Nederlanden” the largest Dutch Insurance Company and “NMB Post Bank” Group. Combining roots and ambitions, the newly formed company called Internationale Nederlanden
Group. Market circles soon abbreviated the name to I-N-G. The company followed suit by changing the statutory name to ING Group. ING is a global financial services company providing banking, investments, life insurance and retirement services and operates in more than 50 countries.
STRATEGY ING’s overall mission is to help customers manage their financial future. ING’s strategic focus is on banking, investments, life insurance and retirement services. They provide retail customers with the products they need during their lives to grow savings, manage investments and prepare for retirement with confidence. With wide range of products, innovative distribution models and strong footprints in both mature and developing markets, ING has the long-run economic, technological and demographic trends on their side.
COPERATE RESPOSIBILITY ING wants to pursue profit on the basis of sound business ethics and respect for its stakeholders. Corporate responsibility is therefore a fundamental part of ING’s strategy: ethical, social and environmental factors play an integral role in business decisions.
THE ING VYSYA BANK Ltd. ING Vysya Bank Ltd., is an entity formed with the coming together of erstwhile, Vysya Bank Ltd, a premier bank in the Indian Private Sector and a global financial powerhouse, ING of Dutch origin, during Oct 2002. The origin of the erstwhile Vysya Bank was pretty humble. It was in the year 1930 that a team of visionaries came together to form a bank that would extend a helping hand to those who weren't privileged enough to enjoy banking services.
ING and ING Vysya Life Insurance are headquartered at Bangalore, while the corporate office of ING Investment Management is situated at Mumbai. In 1980, the Bank completed fifty years of service to the nation and post 1985; the Bank made rapid strides to reach the coveted position of being the number one private sector bank. The 75th anniversary, the Platinum Jubilee of the bank was celebrated during 2005. At present, Shailendra Bhandari is the Managing Director and CEO of ING VYSYA Bank Ltd. in India.
SWOT ANALYSIS: ING VYSYA BANK LIMITED
STRENGHTS: 1) Online Services: ING VYSYA Bank provides online services of all its banking facilities, so a person can access his account from anywhere he is. 2) Advanced Infrastructure: Branches of ING VYSYA Bank are well equipped with advanced technology. All the computerized machines are located in suitable manner & are very useful to the customers & staff of the bank.
3) Friendly Staff: The staff of ING VYSYA Bank in all branches is very friendly & helps the customer in all cases. They provide faster services along with bonding personal relationship with the customers. 4) ATM services: ING VYSYA bank provides ATM services to their customer free of cost even if the customer uses the other banks ATM. 5) Other Facilities to the Customers & Employees: ING VYSYA Bank provides facilities like proper sitting arrangements to the customers And proper Ventilation & sanitary facilities for the employees of the bank.
WEAKNESS: 1) High Initial amount to open a account: In comparison of other banks ING VYSYA Bank offers their savings and current account with a minimum balance of Rs. 5000 and 10000 respectively. 2) Less no. of Branches: Branches of ING VYSYA Bank are to low as compared to other Banks, specially in the rural or semi-rural part of the country. OPPORTUNITIES: 1) OPEN New Branches: The bank should open branches in that part of the country which are still uncovered with the banking facilities and have good customer base to gain the first mover advantage. 2) Recruit professionally guided students: The bank can recruit these students through tie- ups with colleges. Such students will surely prove as an asset to the bank. 3) Associate with social cause: The bank can also associate itself with social causes like providing relief aid patients, funding towards natural calamities. This will help him to create a good image among the customers and help him to gain the more customer base.
THREATS: 1) Competition: ING VYSYA Bank is facing tight competition with other private Banks like Standered Chartered, HDFC, ICICI, IDBI etc. 2) Decentralized Management: Each branch manager is given the authority of taking decisions in their respective branches. The
decisions made by different managers are diverse and any one wrong decision can laid to heavy losses to the bank.
The long journey of seventy-five years has had several milestones
1930 Set up in Bangalore 1948 Scheduled Bank 1985 Largest Private Sector Bank 1987 The Vysya Bank Leasing Ltd. Commenced 1988 Pioneered the concept of Co branding of Credit Cards 1990 Promoted Vysya Bank Housing Finance Ltd. 1992 Deposits cross Rs.1000 crores 1993 Number of Branches crossed 300 1996
Signs Strategic Alliance with BBL., Belgium. Two National Awards by Gem & Jewellery Export Promotion Council for excellent performance in Export Promotion
Cash Management Services, & commissioning of VSAT. Golden Peacock Award 1998 for the best HR Practices by Institute of Directors. Rated as Best Domestic Bank in India by Global Finance (International Financial Journal - June 1998) 2000
State -of - the -art Date Centre at ITPL, Bangalore. RBI clears setting up of ING Vysya Life Insurance Company.
2001 ING-Vysya commenced life insurance business. The Bank launched a range of products & services like the Vys Vyapar Plus, the range of loan schemes for traders, ATM services, Smartserv, personal assistant 2002 service, Save & Secure, an account that provides accident hospitalization and insurance cover, Sambandh, the International Debit Card and the mi-b@nk net banking service. 2002 ING takes over the Management of the Bank from October 7th , 2002 . 2002 RBI clears the new name of the Bank as ING Vysya Bank Ltd, vide letter of 17.12.02 2003
Introduced customer friendly products like Orange Savings, Orange Current and Protected Home Loans
2004 Introduced Protected Home Loans - a housing loan product 2005
Introduced Solo - My Own Account for youth and Customer Service Line “ Phone Banking Service
2006
Bank has networked all the branches to facilitate AAA transactions i.e. Anywhere, Anytime & Anyhow Banking
Chapter 3
Introduction: E-Banking Electronic banking, also known as electronic funds transfer (EFT), is simply the use of electronic means to transfer funds directly from one account to another, rather than by cheque or cash. You can use electronic funds transfer to:
•Withdraw money from your checking account from an ATM machine with a personal identification number (PIN), at your convenience, day or night. •Instruct your bank or credit union to automatically pay certain monthly bills from your account, such as your auto loan or your mortgage payment. •Have the bank or credit union transfer funds each month from your checking account to your mutual fund account. •Buy groceries, gasoline and other purchases at the point-of-sale, using a check card rather than cash, credit or a personal check. •Use a smart card with a prepaid amount of money embedded in it for use instead of cash at a pay phone, expressway road toll, or on college campuses at the library's photocopy machine or bookstores. •Use your computer and personal finance software to coordinate your total personal financial management process, integrating data and activities related to your income, spending, saving, investing, recordkeeping, bill-paying and taxes, along with basic financial analysis and decision making.
VARIOUS FORMS OF E-BANKING:
A. INTERNET BANKING: Internet Banking lets you handle many banking transactions via your personal computer. For instance, you may use your computer to view your account balance, request transfers between accounts, and pay bills electronically. Internet banking system and method in which a personal computer is connected by a network service provider directly to a host computer system of a bank such that customer service requests can be processed automatically without need for intervention by customer service representatives. The system is capable of distinguishing between those customer service requests which are capable of automated fulfillment and those requests which require handling by a customer service representative. The system is integrated with the host computer system of the bank so that the remote banking customer can access other automated services of the bank. The method of the invention includes the steps of inputting a customer banking request from among a menu of banking requests at a remote personnel computer; transmitting the banking requests to a host computer over a network; receiving the request at the host computer; identifying the type of customer banking request received; automatic logging of the service request, comparing the received request to a stored table of request types, each of the request types having an attribute to indicate whether the request type is capable of being fulfilled by a customer service representative or by an automated system; and, depending upon the attribute, directing the request either to a queue for handling by a customer service representative or to a queue for processing by an automated system.
B. AUTOMATED TELLER MACHINES (ATM): An automated teller machine or automatic teller machine (ATM) is an electronic computerized telecommunications device that allows a financial institution's customers to directly use a secure method of communication to access their bank accounts, order or make cash withdrawals and check their account balances without the need for a human bank teller. Many ATMs also allow people to deposit
cash or cheques, transfer money between their bank accounts, top up their mobile phones' pre-paid accounts or even buy postage stamps. On most modern ATMs, the customer identifies him or herself by inserting a plastic card with a magnetic stripe or a plastic smartcard with a chip, which contains his or her account number. The customer then verifies their identity by entering a pass code, often referred to as a PIN (Personal Identification Number) of four or more digits. Upon successful entry of the PIN, the customer may perform a transaction. The Indian market today has approximately more than 17,000 ATM’s.
C. CREDIT CARDS/ DEBIT CARDS: The Credit Card holder is empowered to spend wherever and whenever he wants with his Credit Card within the limits fixed by his bank. Credit Card is a post paid card. Debit Card, on the other hand, is a prepaid card with some stored value. Every time a person uses this card, the Internet Banking house gets money transferred to its account from the bank of the buyer. The buyers account is debited with the exact amount of purchases. An individual has to open an account with the issuing bank which gives debit card with a Personal Identification Number (PIN). When he makes a purchase, he enters his PIN on shops PIN pad. When the card is slurped through the electronic terminal, it dials the acquiring bank system - either Master Card or VISA that validates the PIN and finds out from the issuing bank whether to accept or decline the transactions. The customer can never overspend because the system rejects any transaction which exceeds the balance in his account.
D. TELE BANKING: Undertaking a host of banking related services including financial transactions from the convenience of customers chosen place anywhere across the GLOBE and any time of date and night has now been made possible by introducing on-line Telebanking services. By dialing the given Telebanking number through a landline or a mobile from anywhere, the customer can access his account and by following the user-friendly menu, entire banking can be done through Interactive Voice
Response (IVR) system. With sufficient numbers of hunting lines made available, customer call will hardly fail. The system is bi-lingual and has following facilities offered •
Balance inquiry and transaction inquiry in all
•
Inquiry of all term deposit account
•
Statement of account by Fax, e-mail or ordinary mail.
•
Cheque book request
•
Stop payment which is on-line and instantaneous
•
Transfer of funds with CBS which is automatic and instantaneous
•
Utility Bill Payments
•
Renewal of term deposit which is automatic and instantaneous
E. SMART CARD: Banks are adding chips to their current magnetic stripe cards to enhance security and offer new service, called Smart Cards. Smart Cards allow thousands of times of information storable on magnetic stripe cards. In addition, these cards are highly secure, more reliable and perform multiple functions. They hold a large amount of personal information, from medical and health history to personal banking and personal preferences
F. E-CHEQUE: •
An e-Cheque is the electronic version or representation of paper cheque.
• It can now be used in place of paper cheques to do any and all remote transactions. • An E-cheque work the same way a cheque does, the cheque writer "writes" the e-Cheque using one of many types of electronic devices and "gives" the eCheque to the payee electronically. The payee "deposits" the Electronic Cheque
receives credit, and the payee's bank "clears" the e-Cheque to the paying bank. The paying bank validates the e-Cheque and then "charges" the check writer's account for the check
G. MOBILE BANKING : Mobile banking is a term used for performing balance checks, account transactions, payments, credit applications and other banking transactions through a mobile device such as a mobile or Personal Digital Assistant . The earliest mobile banking services were offered over SMS. With the introduction of the first primitive smart phones with WAP support enabling the use of the mobile web in 1999, the first European banks started to offer mobile banking on this platform to their customers.
We can avail the following services through E-Banking: Bill payment service You can facilitate payment of electricity and telephone bills, mobile phone, credit card and insurance premium bills as each bank has tie-ups with various utility companies, service providers and insurance companies, across the country. To pay your bills, all you need to do is complete a simple one-time registration for each biller. You can also set up standing instructions online to pay your recurring bills, automatically. Generally, the bank does not charge customers for online bill payment. Fund transfer You can transfer any amount from one account to another of the same or any another bank. Customers can send money anywhere in India. Once you login to your account, you need to mention the payees's account number, his bank and the branch. The transfer will take place in a day or so, whereas in a traditional method, it takes about three working days
Credit card customers With Internet banking, customers can not only pay their credit card bills online but also get a loan on their cards. If you lose your credit card, you can report lost card online. Investing through Internet Banking Now investors with interlinked demat account and bank account can easily trade in the stock market and the amount will be automatically debited from their respective bank accounts and the shares will be credited in their demat account. Moreover, some banks even give you the facility to purchase mutual funds directly from the online banking system. Recharging your prepaid phone Now just top-up your prepaid mobile cards by logging in to Internet banking. By just selecting your operator's name, entering your mobile number and the amount for recharge, your phone is again back in action within few minutes. Shopping With a range of all kind of products, you can shop online and the payment is also made conveniently through your account. You can also buy railway and air tickets through Internet banking.
Advantage Of Internet Banking As per the Internet and Mobile Association of India's report on online banking 2006, "There are many advantages of online banking. It is convenient, it isn't bound by operational timings, there are no geographical barriers and the services can be offered at a very low cost." Through Internet banking, you can check your transactions at any time of the day, and as many times as you want to. Where in a traditional method, you get quarterly statements from the bank. If the fund transfer has to be made outstation, where the
bank does not have a branch, the bank would demand outstation charges. Whereas with the help of online banking, it will be absolutely free for you.
Security Precautions Customers should never share personal information like PIN numbers, passwords etc with anyone, including employees of the bank. It is important that documents that contain confidential information are safeguarded. PIN or password mailers should not be stored, the PIN and/or passwords should be changed immediately and memorised before destroying the mailers. Customers are advised not to provide sensitive account-related information over unsecured e-mails or over the phone. Take simple precautions like changing the ATM PIN and online login and transaction passwords on a regular basis. Also ensure that the logged in session is properly signed out.
Plastic Cards as Media for Payment:There are four types of plastic cards being used as media for making payments. These are: 1. Credit Card 2. Debit Card 3. Smart Card 4. ATM Card 1. Credit Cards: The Credit Card is a post paid card. The credit card enables the cardholders to: Purchase any item like clothes, jewellery, railway/air tickets, etc. Pay bills for dining in a restaurant or boarding and lodging in hotel etc. 2. Debit Cards: A Debit Card, on the other hand, is a prepaid card with some stored value. Every time a person uses this card, the Internet Banking house gets money transferred to
its account from the bank of the buyer. The buyers account is debited with the exact amount of purchases. 3. Smart Cards: Smart Cards have a built-in microcomputer chip, which can be used for storing and processing information. For example, a person can have a smart card from a bank with the specified amount stored electronically on it. The specified amount is utilized by the customer, he can approach the bank to get his card validated for a further specified amount. Such cards are used for paying small amounts like telephone calls, petrol bills etc. 4. ATM Cards: The card contains a PIN (Personal Identification Number) which is selected by the customer or conveyed to the customer and enables him to withdraw cash up to the transaction limit for the day. He can also deposit cash or cheque.
Role of customer when using e-banking • You can access Internet Banking only by using your User ID and Password. During the first login attempt, it is mandatory to change both passwords login and transaction – which would have been mailed to you by the bank. •
If you forget your password, you will have written to us using the "Email Us" option. The Bank will then issue a new password and send it to your mailing address as per our records. Kindly check with your branch that this address is updated...
• Make sure no one can see the account login name or password you are entering when you log on to INGVYSYABANK.COM • Logout of INGVYSYABANK.COM before moving on to other Websites. • Before leaving the PC please "close" the browser.
• Do not write your INGVYSYABANK.COM login name or password anywhere. • Do not leave your login name and password such that someone sitting at your computer could see them. • Never present your INGVYSYABANK.COM login name and password to anyone (no representative of ING VYSYA BANK will ever ask you for your INGVYSYABANK.COM password). • Notify ING VYSYA Bank immediately if you notice any unusual account activity. • Keep all documents that include your account information in a secure location. • When you login you can view the date and time of your last log in.
Features offered by ING Vysya Bank for internet banking • Balance enquiry and statement • Transfer fund online • Card to card fund transfer • Use debit card online • Prepaid mobile recharge • Subscribe for mobile banking • Lock / activate debit cards /ATM • Request a cheque book • Stop payment USE OF E-BANKING IN INDIA FROM LAST FEW YEARS
Year
2003
2004
2005
2006
2007
2008
2009
2010
Incr.%
9
12
15
20
25
32
40
50
Finding From 2003-2010 , the user of the E-banking is increasing every year.
Chapter 4 Research Methodology The data collected from questionnaire will be tabulated and analyzed so that it can easily understand to the user. There are a number of ways to be used to present the result of findings are:○ Pie-chart ○ Graphs
SAMPLING PLAN: Since it is not possible to study whole universe, it becomes necessary to take sample from the universe to know about its characteristics. • • • •
Sampling Units: Different Account Holder from the bank. Sample Technique: Random Sampling. Research Instrument: Structured Questionnaire. Contact Method: Personal Interview.
SAMPLE SIZE:
My sample size for this project was 20 respondents. Since it was not possible to cover the whole universe in the available time period, it was necessary for me to take a sample size of 20 respondents.
DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of collection of data will be based on Primary as well as Secondary data. Primary data: Primary data collection will base on personal interview of customers and people linked with ING VYSYA BANK. I have prepared the questionnaire according to the necessity of the data to be collected. Secondary data: Collection of information from ING VYSYA website and different various websites related to E-BANKING.
Chapter 5
Literature Review Internet and the Banking System The rapid growth of the Web creates a tremendous opportunity for new businesses, but also requires a new way of viewing the market place for the community banker. “Experts estimates that consumer use of on-line banking services will increase over 20-fold by the end of the century. Geography and the number of branches become irrelevant and community banks are able to offer the same level of service and convenience to customers as the largest banks. In the past, over 60% of existing bank customers have cited their bank selection to be based on convenience of location. For the customers of today, convenience of location includes the availability of 24-hour access via the Internet.” (Wilson, 1996)
Seitz and Stickel (1999) considered that financial service companies are using the Internet as a new distribution channel. The goals are: • complex products may be offered in an equivalent quality with lower costs to more potential customers • there may be contacts from each place of earth at any time of day and night Seybold (1998) identifies 8 critical success factors for electronic banking:
• Own the customer’s total experience • Streamline business processes that impact the customer • Provide a 360-degree view of customer relationship • Let customers help themselves • Help customers do their job • Deliver personalized service Source: http://www.aurelvoiculescu.com/mba
Ing vysya Bank Banking becomes a pleasure as the transactions and services become instant with ING VYSYA Bank online Internet banking. The services provided are totally secure and unique. These cover online account transactions and operations, credit card and account applications and payments, share trading and investments through mutual funds, bill payments, statement generation and a virtual demo of each service.
Chapter 6
Objective of study
• Find the customer satisfaction relating to E-banking service. • To study the awareness of internet banking among the customers of ING VYSYA bank.
Limitation of Study • Banks are not giving me all information about E-banking services. • ING Vysya Bank have a very few branches in Northern India • Customer are not aware about the ING Vysya Bank • ING Vysya Bank have very few ATM . • Research is only done in Agra city.
Chapter 7
Data analysis
1)
Users of E-banking
Yes
65%
No
35%
Currently 65 % of the bank customers availing the facility of E-Banking.
2) No. of user of the banks
3)
SBI
30%
ICICI
20%
HDFC
10%
ING Vysya
5%
Other Banks
35%
Preference for online bill payment services Yes
60%
No
40%
Majority of the customers are now opt online bill payment. i.e. 60% of the bank customers are now using online bill payment.
4)
Preference for online shopping
Yes
70%
No
30%
Similarly, 70% of the customers are now using online shopping that saves the precious time of the customers.
5)
Preference for online fund transfer Yes
35%
No
65%
Only few customers are using the online fund transfer facility i.e. 35%
6)
Satisfied Customers
Yes
65%
No
35%
Most of the customer are satisfied with the E-Banking as they save their time and have found full security for their transaction online.
Chapter 8
Findings 1. In the users ratio of internet banking 65% of customers are using this service.
2. In these services the SBI bank is top in service of E-banking. 3. The services that are mostly used by maximum customers are transactions, online trading, bill payment, shopping etc. 4. The mode of transaction that a customer used more oftenly is through cash, cheque & e-banking respectively. 5. Different banks charge different rates for online service.
Suggestions 1. Demonstration of E-Banking should be provided to the existing customers to promote E-Banking. 2. Encourage customers that E-banking is totally safe if you take necessary precautions like protect your password from others. 3. Provide discounts on shopping through E-Banking.
Chapter 9
Conclusion
The basic objective of my research was to analyze the awareness among customers for internet banking in INDIA. 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 by promotion try to aware the customers about the benefits of E-Banking. Banks should look forward to have some tie – ups with other financial institutions to increase the service base.
Bibliography Collection of information for the research is taken from the ING VYSYA Bank website (www.ingvysyabank.com) and other websites like : www.google.com www.economictimes.com www.wikipedia.com www.worldjute.com
ANNEXURE
A.
Questionnaire:-
1. Name of the customer:-
2.
Do you like E-banking a. Yes b. No
1. Tick which bank you preferred… a. ICICI b. SBI c. Axis d. HDFC e. PNB f. ING VYSYA g. Any Other
1. Why this bank
a.
Service is good
b. They provide security c.
1.
Cheaper service fees.
Which type of service mostly you use? a.
Online Bill Payments
b. Transfer fund online c. Online shopping d. A and B e. B and C f. A and C g. All h. none 1. Services of the bank are…. a. poor b. good c. Very good
1.
Are you satisfied with the using of E-banking? a. Yes b. No
A.BALANCE SHEET OF ING VYSYA BANK LTD. (Rupees in Crores) FY 2011 FY2010 Capital And Liabilities Capital
120.99
119.97
1.88
2.99
2,501.41
2,207.97
30,194.25
25,865.30
Borrowings
4,146.91
3,671.39
Other Liabilities And Provisions
2,048.53
2,012.62
39,013.97
33,880.24
2,183.78
2,329.59
337.64
697.46
Investments
11,020.67
10,472.92
Advances
23,602.14
18,507.19
Fixed Assets
502.83
495.93
Other Assets
1,356.91
1377.15
39,013.97
33,880.24
Employee Stock Options Outstanding Reserves and Surplus Deposits
Total
Assets Cash and Balances with RBI Balances with Banks and Money at call and Short notice
Total
