Priti Research Paper

A STUDY ON E-BANKING FACILITY OF KOTAK MAHINDRA BANK
PROJECT REPORT ON:
“A STUDY ON E-BANKING FACILITY OF KOTAK MAHINDRA BANK(KANDIVALI

(EAST)”
A PROJECT SUBMITTED TO
MUMBAI UNIVERSITY
University of Mumbai for partial completion of degree of

Bachelor in commerce (account and finance)
Under the faculty of commerce
BY
PRITI.S.YADAV
ROLL NO. 8413
Under the Guidance of
MOHAMMED SADIQ HASAN
Academic year-march,2019
Declaration by learner
I the undersigned Miss. Priti yadav here by, declare that the work embodied in this project
work titled “a study on e-banking facility of kotak Mahindra bank {Kandivali (East).}”
Forms my own contribution to the research work carried out under the guidance of Mr.
Mohammed Sadiq Hasan Is a result of my own research work and has not been previously
submitted to any other University for any Other University for any other Degree/ Diploma to this
or any other University. Wherever reference has been made to previous works of others, it has
been clearly indicated as such and included in the bibliography.
I, here by further declare that all information of this document has been obtained and
presented in accordance with academic rules and ethical conduct.
PRITI YADAV
DATE:
PLACE:
Certificate
This is to certify that Ms. Pritiyadav has worked and duly completed her Project Work for
the degree of Bachelor in Commerce (Accounting and Finance) under the Faculty of Commerce
in the subject of Research project and her project is entitled,
“A study on banking facility of kotak Mahindra bank {Kandivali (East)}
under my supervision.
I further certify that the entire work has been done by the learner under my guidance and
that no part of it has been submitted previously for any Degree or Diploma of any University.
It is her own work and facts reported by her personal findings and investigations.
COORDINATOR PROJECT GUIDE PRINCIPAL
DATE:
PLACE:
INTERNAL EXAMINER EXTERNAL EXAMINER

ACKNOWLEDGEMENT
To list who all have helped me is difficult because they are so numerous and the depth is so
enormous.
I would like to acknowledge the followings as beings’ idealistic channels and fresh
dimensions in the completion of this project.
I take this opportunity to thank the University of Mumbai for giving me chance to do this
project.
I would like to thank my Principal, Dr. C.T. Chakraborty for providing the necessary
facilities required for completion of this project.
I take this opportunity to thank our Coordinator, Dr. Nishikant Jha, for his moral support
and guidance.
I would also like to express my sincere gratitude towards my project successful.
I would thanks to my College library, for having provided various references books and
magazines related to my project.
Lastly, I would like to thank each and every person who directly or indirectly helped me in the
completion of the project especially my Parents and Peers supported me throughout my project.
INDEX
Sr. PARTICULARS Page No.

No
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1 CHAPTER 1: INTRODUCTION
1.1 Overview of banking industry

1.2 Company profile
1.3 SWOT analysis
1.4 History of banks
2
CHAPTER 2: REVIEW OF LITERATURE
3
CHAPTER 3: RESEARCH METHODOLOGY
2.1: Aims and objectives
2.2: Sources of data
2.3: Scope of the study
2.4: Limitation of the study
2.5: Importance of the study
2.6: Sampling designs, Sampling unit, Sample size
4 2.7: Hypothesis
CHAPTER 4: DATA ANALYSIS, INTERPRETATION AND

PRESENTATION
4.1: Data analysis and interpretation
5
CHAPTER 5: FINDINGS, SUGESSTION AND CONCLUSION
5.1: Findings of SBI and ICICI banks

5.2: Suggestion
5.3: conclusion
References
Appendix
. Introduction
Internet banking mixes with 2 words i.e. Electronic technology and Banking. It is
process by which a customer performs banking transaction electronically via
internet
E-banking is also known as online banking. This is new and suitable way of
banking has set a boom in our day to day life.
The concept of internet banking has been concurrently development with the
development of the world wide web (www). The online shopping promoted the
credit card through internet
Internet banking is the term used for new age banking system. Internet banking
uses the internet as delivery channel by which to conduct banking activity for
example transferring fund, paying bill , viewing checking and saving account
balances, paying mortgages and purchasing financial instrument and certificates of
deposits.
Internet banking is a result of tour possibility to use internet application in one of

the various knowledge of commerce .It is difficult to second-class whether the
internet tool has been applied for convenience of bankers or for the customers
convenience. without any interacting with bankers and customers it transfer one
corner to another corner.
Bank have traditionally been in the leading position of yoke technology to improve
their product, services and efficiency. They have, over a long time, been using
electronic and telecommunication network for delivering a wide range of values
added product and service.
The delivery channel channels includes direct dial- up connection, private network,
public network etc. and devices include telephone, personal computers including
the Automated Teller Machines. Internet is increasingly used by banks as a channel
for receiving Instruction and delivering their product and serviced to their
customers. Banking is generally referred to as internet banking . Although the
range of product and serviced offered by different bank very wide both in their
content and sophistication from the perspective of banking product and services
being offered through Internet, internet banking is nothing more than traditional
banking services delivered through an electronic communication backbone.
There are many advantage of online Banking. It is Suitable, it isn’t bound by

operational timing, there are no geographical barriers and the services can be
offered at a minuscule (tiny) cost. Electronic banking has experienced explosive
growth and has transformed traditional practices in banking.
Private Bank in India were the first to implement internet banking services in the
banking industry Understood that the establishing network in close corners of the
country is a very difficult task. Private banking clear to them that the only way to
stay connect to the customers to the customers at any place and at any time is
through internet application. They took the internet application as a weapon of the
competitive advantage to corner the great monoliths like state Bank of Bank etc.
Private Bank are pioneer in India to explore the versatility of internet application in
delivering services to customers.
Some of the Distinctive Features of E- Banking are:

1. It remove the traditional geographical barriers as it could reach out to

customers of different countries / legal jurisdiction. This has raised the question
of jurisdiction of law / supervisory system to which such transaction should be
subjected.
2. It has added a new size to different kind of risk traditionally associated with
banking. To make something greater and throwing new risk control challenges
3. A new form of competition has to appear both from the existing players and
new players of the market who are not strictly banks.
4. It poses calculated risk of loss of business to those banks who do not respond in
time, to this new technology, being the efficient and cost effective delivery
mechanism of banking services.
5. Security of banking transaction, validity of electronic contract, customers

privacy, ect., which have all along been concern of both bankers and
supervisors have assumed different dimension given that internet is a public
domain, not subject to control by any single authority or group of users.
From the perspective of the banking product and services being offered through
internet, internet banking is nothing more then the traditional banking services
delivered through an electronic communication backbone , viz, internet But, in
the process it has thrown open issues which have ramification beyond what a
new delivery channel would over to take note of the emerging channel.
A new form of competition has emerged both from the existing players and
new players of the market who are not strictly banks. The regulatory and
supervisory concerns in
e- banking arise mainly out of the distinctive features outline above. These
concerns are divided three categories, viz.
(1) Legal and regulatory issues.
(2) Security and technology issues and
(3) Supervisory and operational issues.
Legal issues covers those relating to the jurisdiction of law. Validity of
electronic contract including the question of repudiation, gaps in the legal /
regulatory environment for electronic commerce. On the question of
jurisdiction the issues is whether to apply the law of the area where access
to internet has been made or where the transaction has finally taken places.
Security of E – Banking transaction is the most important areas of concerns

to the regulators. Security issues include question of adopting
internationally accepted state of the art minimum technology standards for
access control, encryption / decryption, firewalls, verification of digital
signature, public key Infrastructure ect.
The regulatory is equally to affect about the security policy for the banking
industry, security awareness and education.
E-Banking is a safe, fast, easy and efficient electronic services that enables
you access to bank account and to carry out online banking services, 24
hours a day, and 7 day a week.
With this services you save your time by carrying out banking transactions
at any places and at any time, from your home or office, all you need is
internet access. E-Banking enables the following:
1 Accurate statement of all means available in your bank account
2 Statement of current account, credits, overdrafts and your deposits
3 Execution of national and international transfers in various currencies
4 Execution of all types of utility bill payment (electricity, water supply,
Telephone bills, Insurance, LIC, Train tickets, Mobile prepaid, Challan,
Amusement parks, Flights, Woman fashion, Ect.)
5 Carrying out customs payments
6 Electronic confirmation for all transaction executed by E-Banking
7 Management of your credit cards.
How to Apply
All you need to do is visit one of our branch offices, and everything will
be taken care of within only a few minutes.
The supervisory and operational issues include risk control measures,

advance warning system. Information technology audit and re-engineering
of operational procedures. The central bank may have its concern about the
impact of internet banking on its monetary and credit policy. As a long as
internet is used only as a medium for delivery of banking services and
facility of normal payment transaction, perhaps, it may an to impact
monetary policy.
Kotak Mahindra Bank is an Indian private sector bank headquartered in

Mumbai Maharashtra, India. In February 2003, reserve bank of India (RIB)
issued the Licence to kotak Mahindra finance ltd. The group’s flagship
company, to carry on banking business.
1 type: public
2 traded as: BSE: 500247
NSE: KOTAKBANK
3 Industry: Banking, financial service
4 Founded: February 2003
5 founders: Uday kotak
6 Headquarters: Mumbai, Maharashtra, India
8 Key people: Prakash Apte(chairman)
Uday kotak(MD AND CEO)
9 Product: Credit cards,
Consumer banking,
Corporate banking,
Finances and insurance,
Mortgage loans,
Private banking,
Wealth management,
Investment banking.
10 Revenue: increase 21,176.09 crore (us$2.9 billion)
(2017)
11 operating income: increase 5984.81 crorer
12 net income: increase 3411.50 crore
(US$470 million)
(2017).
13 Total assets: increase 214589.95 crore
(US$30 billion)
(2017)
14 number of employees: 33,013 (2017)
15 subsidiaries: Kotak Mahindra general insurance
16 capital ratio: 16.77%
17websit: www.kotak.com
It offers a wide range of banking product and financial services for corporate and
retail customers through a variety of delivery channels and specialized subsidiaries
in the areas of personal finance, investment banking, general insurance, life
insurance, and wealth management.
Kotak Mahindra bank has a network of 1,369 branches across 689 location and
2,163 ATMs in the country ( as of 31 march 2017 ). In 2018,KOTAK Mahindra
Bank second largest private bank in India by the capitalization after HDFC Bank.
Kotak Mahindra bank have minimum balance requirement for the account is
Rs.10000. Kotak Mahindra bank saving account offers 6% per annum interest on
balance over Rs.1 lakh and up to Rs.1 crore.
History of kotak Mahindra bank2015:
 Kotak Mahindra bank ltd has informed BSE THAT RESERVE BANK OF
India has approved the scheme of amalgamation of ING VYSYA bank
limited with kotak Mahindra bank limited.
 Kotak Mahindra bank has launched jifi saver, a social saving bank account.
 Kotak Mahindra bank and ING bank sign MOU for cross Broder business.
 Kotak Mahindra bank has to show something new to the public for the first
time offline mobile banking app.
 Kotak Mahindra bank acquires 100 percent subsidiary, kotak Mahindra

general insurance company ltd.
 Kotak general insurance gets IRDAI nod to commence biz.
 Kotak Mahindra bank has given bonus shares in the ratio of 1:1.
2016:
 Kotak Mahindra banks arm buys 6.8 pct stake in diamond power
infrastructure ltd.
 Kotak Mahindra bank has launches international banking unit in GIFT city
in 2016
 Kotak Mahindra bank gains over 3% on RBI nod to CPPIB proposal
 ING sells 2.5% stake in kotak Mahindra bank for RS.3,653 Crores
2017:
 Kotak Mahindra banks launches kotak remit aadhaar- based instant forex
remittance solution.
 Kotak Mahindra banks launches kotak 811 saving account.
 Kotak Mahindra banks ltd. Has acquired 13,26,75,452 equity share of RS.10
each of kotak Mahindra old mutual life insurance ltd. For a consideration of
RS.1292.7 Crore payable in cash.
 Kotak Mahindra bank and zeta launches and smart banking 24*7 e- lobbies.
 Kotak Mahindra banks and zeta launch payment a multiwall, digital.
History of online banking

2006: 80% of us banks offer internet banking
As the evolution of online banking continued is slowly gained popularity in

e-commerce. When big- name banks began to offer online product and
services, e- banking to give the impression of being to gain reasonable and
acceptable for consumers. By 2006 online banking had become main stream:
an overwhelming 80 percent of banks in the U.S. were offering internet
banking services.
2010: online banking is faster than the internet.

In a 2010 Survey on consumer billing and payment trends, a financial
services technology company, found that online and mobile banking were
growing at a faster pace than the internet. Online banking has continued to
develop as more innovations and conveniences have been offered.
Banks of internet USA has introduced a number of new and technologically
advanced product and services since, its inception, including mobile internet
banking apps for the most popular mobile devices, mobile check deposit,
Popmoney for money transfer via text or email and EMV CHIP debit card.
2018: Online banking is standard practice.

Online banking has become so general today that customers expect
account to include free online banking, and many banks only operate on
the internet, effectively decreasing overhead cost to offer more
competitive rates on saving account and enjoy higher profit margins.
Online banking security:
How account stay safe
Today online banking is one of the most popular way for people to manage
their money
Banks ensure internet banking security for customers by using encryption
technology- such as secure sockets layer- verifying internet banking account
activity incorporating account safety features and constantly warning
consumer way to avoid threats such as identity theft.
Consumer responsibility for secure online banking

Online banking customers should take measures to practice safe internet
banking. The FDIC advises consumers to take the following precautions:
 Research a bank prior to opening a paid or free online banking
account
 Be aware of fraudulent websites made to look identical to actual bank
site.
 Always make sure the bank is FDI- insured.
 Keep personal online banking information secure.
 Know your right.
E-banking system is growing its roots in developing countries like India

private sector Banks have been adopting e-banking since their birth, but for
public sector banks, it An uphill task. However, it is believed that e-banking
will help banks to cut, increase revenue, cut time for delivering service and
become more convenient for the valuable. Customers cost of e-banking
services is very low to traditional way of delivering the services. Rough
estimated In Indian assume banking teller cost RS 1 per transaction, ATM
transaction cost is only 0.45 Re phone BANKING AT 0.35 Re debit card
costs around 0.20 Re and internet banking cost only 10 paisa per transaction.
Electronic delivery solution would make flow of information must fasters,
more accurate and enable quicker analysis of data received. E-banking helps
to take decision making process faster and more efficient. Fundamental shift
in the functioning of banks has been brought up by information
technology .This not helps the bank in improvement of their internal
functioning but also enable them to e-banking in India.
Information technology will break all the boundaries for using any services.
The banking environment of today is rapidly changing and the rules
yesterday are no longer applicable. Most of the banks in India have adopted
core-banking solutions (CBS) in a fully networked environment. Bank office
function have taken away from branches to a centralized place.
While physical branches would continue to be relevant in the Indian

scenario, the real growth driver for reducing the cost would be virtual
branches I.e. automated teller machines (ATMs), internet banking, mobile
banking ,kiosks, phone banking etc. which is made possible by few person
and run on 24*7 basis to exploit the real potential of these information
technological utilities.
New technologies cannot completely replace the branch network but it can
support old method of delivering the services to their customers. Information
has brought and having sudden very strong effect change in the day to day
functioning of banking operations. It not only brings improvements in their
internal functioning of banking and daily routine work but also enable them
to provide better customer services efficiently and effectively .By directing
various banking transaction through electronic channel and by providing

customers direct access to their account e- banking in India. Without visiting
the branch, banks now offer quick services. Because of all this, work load of
banks” employees has reduced has consequently improved the quality of
customer services in branches.
A system of trading in money which involved safeguarding deposits and

making funds available for borrowers. In general term, the business activity
of accepting and safeguarding and entities, and then lending out this money
in order to earn a profit.
Without a sound and effective banking system in India it cannot have a have
a health economy. The banking system of India should not only be hassle
free but it should be able to meet new challenges posed by the technology
and other external and internal factors.
For the past three decades Indians banking system has several outstanding
achievements to its credit. The most striking is its extensive reach. It is no
longer confined to only metropolitans or cosmopolitans in India. In fact,
India banking system has reached even to the remote corners of country.
This is one of the main reasons of Indians growth process.
The government regular policy for India bank since 1969 has paid rich
divided with the nationalization of 14 major private banks of India.
Not long ago, an account holder had to wait for hour at the bank counters for
getting a draft or for withdrawing his own money. Today, ha has a choice.
Go ne are day when the most efficient bank transferred money from one
branch to other in two days. It is simple as instant messaging dials or pizz.
Electronic banking in simple term means, it does not involve any physical
exchange of money, but it’s all done electronically, from one account to any
other account, using the internet. Internet banking is just like normal
banking, with one big exception. You don’t have to go the banks for
transaction. Instead, you can access your account any time and from instead,
you can access your account any time and from any time and from any part
of the world and do so when you have the time, and not when the banks is
open. For busy executives students, and home markers, e-banking is virtual
blessing. No more talking precious time off from work to get a demand draft
made or a cheque book issued.
Banks offer internet banking in tow main ways. An existing bank with
physical offices can establish a web site and offer internet banking to its
customers in addition to its traditional delivery channels.
A second alternative is to establish a “virtual,” “branchless,” or “internet

only” bank. The computers server that lies at the heart of a virtual bank may
be housed in an office that serves as the legal address of such a bank, or at
some other location.
Traditional baking
Traditionally the relational between the banks and its customers has been on
a one to one level via the branch network. This was put into operation with
clearing and decision-making responsibility for the overall clearing
networking, the size of the branch network and the training of staff in the
branch network. The bank monitored the organizations performance and set
the decision- making parameters, but the information available to both
branch staff and their customers was limited to one geographical location
Phone banking
This means carrying out of banking transaction through the telephone. A customer
can call up the banks line or phone baking number to conduct transaction like
transfer to fund, making payment, checking of account balance, ordering cheques,
ect,. This is also eliminat the customers of the need to visit the bank branch.
ATM(automatic Teller Machine)
An ATM is basically a machine that can deliver cash to customers on demand after
authentication. An ATM does the basic function of a bank branch, i.e., delivering
money on demand. Hence setting of branches is not required there by significantly
lowering the basic systems and services that are necessary for a organization cost.
These machines also hold the keys to future operational efficiency.
TYPES OF E-BANKING
E-BANKING IS DIVIDED IN FOLLOWING TYPES:
Types of e-banking:
 ATM (Automatic teller machine)

 Tele banking/Phone banking.
 Mobile banking.
 PC banking.
 Internet banking.
 PDA banking.
AUTOMETED TELLER MACHINE (ATM)

Automated teller machine is seen everywhere. These machines brought innovation

in the banking sector all over the world. The advent of the ATM has made the
concept of the clock banking a reality. The ATM has been helpful to both the
bankers and customers. The load of a large number of customers in the banking
hall of a branch waiting for their turn to collect cash is dippearing.
The ATM is the device use by the bank customers to process account transaction.
This system is known as “anytime money” because with service the person having
the ATM card can withdraw cash any time he want. Since the ATM machine can
be make something by anywhere like near markets and railway stations ect, so one
can easily with draw money from form it.
ADVANTAGES OF ATM:
To bank
 Less space required

 Capital expenditure is lower as compare to branch
 Banks staff gets more time to do marketing
 Lower transaction cost
 One more means for advertising banks production
To customer
 Convenience of shopping no need to carry cash

 No need to visit bank for transaction
 Banking anytime, anywhere, anyhow
 Fast and efficient service
 Good currency note
DISADVANTAGES OF ATM:
 Flexible to efficiency expenses at present for any one application it is

usually possible to find a more optimized technology.
 Cost, although it will decrease with time
 New customers premises hardware and software are required competition
from other technologies -100 mbps Ethernet and fast Ethernet.
The wait, with all the promise of ATM capabilities many details are still in the
standards process.
Tele banking or phone banking
The customer interacts with the bank for various over phone. There will no charge
for dialing to the toll free number provided by bank Tele banking is also called as
“voice over banking” is consider under anywhere banking. The customers identify
himself to the system by entering his pin number and is guided by a voice response
for each banking services namely:
 Balance in the account

 Transaction status e.g. whether cheque deposited is cleared or not
 Request for issue of cheque book is registered
 Request for issue of bank statement is registered
ADVANTAGES OF TELE-BANKING
 All person may not have time to visit your banks every week and if our
business is located out of town, getting to a branch van be on time
consuming and expensive. With - telephone banking, your bank is on the

other end of the line whenever you need it.
 Tele-banking help to manage your business at any time, which is idial if you
are busy during the day with running your business.
 As well as the basic of running your business account- paying a bill,
transferring money, setting up a direct debit and so on - you may also be
able to appointment with your bank managers
 Making payment by phone can simplify your banking – you do not need to
confirm the payment in writing and you can check all your transactions
against your statement when it arrives.
THE DISADVANTAGES OF TETE-BANKING
The most common one would have to be the fact that not all banks and building
societies offer 24 hour telephone banking. They may if is simply a case of
checking your balance or recent transaction but for anything more involved in that
it can cause a problem. Also telephone banking is not active usually over bank
holidays such as Christmas day or New Year day.
MOBILE BANKING
Mobile banking comes in as a part of the bank initiative of offer multiple Channel
banking providing convenience for its customer. A having many different uses
functional, free service that is accessible and viewable an the monitor of mobile
phone. Mobile phones are playing role in banking and other channels.
Mobile banking can be divided into two broad categories of facilities
 Alert facility:
Mobile banking alert facility keeps you informational about you’re the
significant transaction in your account. It keeps you update where ever u go.
 Request facility:
Mobile banking Request Facility Enable you to query for your account
balance.
ADVANTAGES OF MOBILE BANKING
Mobile banking through cell phone offer many advantages for customers as well as
banks some of them are follows:
 Mobile banking has an edge over internet banking. In case of online banking
you must have an internet connection and computer. This is a problem in
developing countries. However, with mobile banking, connectivity is not a
problem. You can find connectivity in the remotest of place also where
having an internet connection is a problem.
 You can make transaction or pay bills anytime it save lot of time, mobile
banking thorough cell phone is user friendly. The interface is also very
simple. You just need to follow the instruction to make the transaction. It
also save the record of any transaction made.
 Cell phone banking is cost effective. Various banks provide the facility at a
lower cost as compared to banking by self.
 Banking through mobile reduces the risk of fraud. You will get an SMS
whenever there is an activity in your account. This includes deposits, cash
withdrawals, fund transfer,bill payable ect. You will get a notice as soon as
any account is deducted or deposited in your account.
 Banking through cell phone benefits the banks too. It cuts down and the cost
of Telephone and is more economical.
 Mobile banking through cell phone is very advantageous to the banks as it

severs as guide in order to help the banks improve their customer care
services.
 Banks can be in tough with their clients with mobile banking
 Banks can also promote and sell their product and services like credit card,
debit card , loans ect to a specific group of customers.
 Various banking services like account balance enquiry, credit card, debit
card , alerts, bill payment alerts, transaction history, fund transfer facilities,
and minimum balance alerts ect can be accessed from your mobile
 You can transfer money instantly to another account in the same bank using
mobile banking.

PC BANKING
Pc banking allows the customer to access the information regarding to their bank
account through a dial up connection. They can also download the information and
process it in their own manners. It is different from the internet banking in the
sense that internet banking is done over a highly accessible public network, Where
and pc banking is accessible just to banks customers.
PC BANKING MAKES THINGS EASIER
You can assess your account just from your home PC, 24 hours per day, 7 days per
week. All you need is a computer with an internet connection, and a card reader,
which can be obtained your four fortis banks. The card readers give you unique
codes based on your bank card and pin number, so your account stays safe.
PC BANKING GOES FASTER
Because you do not need to go all the way to your local bank office, you save a lot
of time that you do not want to be wasting in traffic. A lot of information and
reports can be obtained with a few clicks, and transactions can be done without
signing papers. Most of your time will be spend on time going to the website and
logging in so, it is advisable to do all yours banking at a certain time. For example,
every Monday you log in and do your transaction and administration. Now you just
log in once and process all transfers and reports at once.
ADVANTAGE OF PC BANKING
 PC banking enable you round-the-clock access.

 You usually do not think to stand and queue as a way to performance

important banking transaction. The PC banking enable you to do just that the
suitable from the ultimate comfort and privacy of your homes.
 In comparison toward the online banking program, the PC banking, you can
access very much more services that what you by way of online banking.
 Since the level of security is very much greater in PC banking, you can
access very much more services that what you by way of online banking.
 What’s more, even the speed of banking transaction is very much fasters that
online banking.
 In case you are using individual economic management computer software
and want the input from your checking, saving and cash market place
account, PC banking makes it probable for you to download the related
information suitable into the computer software program.
You could also check your balance and love the conversation and power of
electronic fund transfer.
DISADVANTAGES:
 There is no personal interaction between yourself and the bank

(employee/advisor).
 You can access your account from the PC that you originally installed the
software.
 You cannot deposit physical cash using internet banking I,e. cheques, cash
in hand. This would require a personal visit to the bank.
INTERNET BANKING:
Internet banking let you handle many banking transaction via your personal
computer. For instance, you may use your computer to view your account
balance, request 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 and be processed automatically.
The advent of the internet and the popularity of personal computer presented
both an opportunity and a challenge of the banking industry. For the years,
financial institution have used powerful computer network to automate
Million of daily transaction: today often the only paper record is the
customer’s receipt at the point of sale. Now that their customers are
connected to the internet via personal computers are connected to the
internet via personal computers, bank envision similar advantages by
adopting those same to same internet electronic processes to home use. Bank
view online baking as a powerful “vale added” tool to attract and retain new
customers while helping to competitive banking environments
It generally implies and services that allows customers to uses from of

computer to access account – specific information and possibly conduct
transaction from a remote location – such as at home or the workplace. The
obvious advantage motto “bank naked” to emphasize the customer freedom
to conduct routine banking transaction from the comfort and security of
his/her hone 24*7
In normal course all above activities would have involved customer visit to a
branch and this Tele-banking has improved banking services and enabled remote
banking.
Banking in India originated in the last ten years of the 18 th century. The first bank
were the general bank of India, which is starts in 1786, and bank of Hindustan,
which start in 1790: both are now no longer existing. The oldest bank in the state
of existing in India is the state bank of India. Which is happen in the bank of
Calcutta in June1806 which is almost done without delay instant became the bank
of Bengal this was of the three presidency bank, the other two being the bank of
Bombay and the bank of madras, all three of which were established under charters
from the british east India company. For many Years the presidency banks acted as
quasi-central banks, as did their successors. There are three banks merged in 1921
to form the imperial bank of India, which, upon India independence, became the
state bank of India.
NATIONALISATION
Despite the provisions, control and regulations of Reserve Bank of India Banks in
India except the state bank of India or SBI, continued to be owned and operated by
the private persons. By the 1960s, the India banking industry had become an
important tool to facilitate the development of the India economy. At the same
time, it had emerged as a large employer, and a debate had ensued about the
nationalization of the banking industry, Indira Gandhi, then prime minister of
India, expressed the intention of the government of India in the annual conference
of the all India congress meeting in a paper entitled “stray thoughts on bank
nationalization”. The meeting received paper with a strong feeling of excitement
Thereafter, her move was swift and sudden. The government of India issued an
ordinance and nationalized the 14 largest commercial banks with effect from the
midnight of July 19, 1969 Jayaprakash Naraya, a national leader of India,
described the step as a “masterstroke of political sagacity”. Only two week of the
issue of the ordinance, the parliament passed the banking companies (acquisition
and transfer of undertaking) bill, and it received the presidential approval on
August 1969.
A second dose of nationalization of 6 more commercial bank followed in 1980 the

stated reason for the nationalization was to give the government more control of
credit delivery. With the second dose of nationalized the government of India
controlled around 91% of the banking business of India. Later on in the year 1993,
the government merged new bank of India with Punjab national banks. It was the
only merger between nationalized banks and resulted in the reduction of the
number of nationalized banks from 20 to 19. After this, until the 1990s the
nationalized banks grew at a pace of around 4% closer to the average growth rate
of the Indian Economy.
POST-INDEPENDENCE
In 1947 the position of India adversely impacted the economics of Punjab and west
Bengal, paralyzing banking activities for months. India has Independence market
the end of a regime of the laissez-faire for the Indian banking. The government of
India initiated measures to play an active role in the economic life of the nation,
and the industrial policy resolution adopted by the government in 1948 envisaged a
mixed economy. This resulted into greater involvement of the state in different
segment of the economy including banking and finance. The major steps to
regulate banking including
The reserve bank of India, India’s central banking authority, was nationalized on
January 1, 1949 under the terms of the Reserve Bank of India (transfer to public
ownership) act 1948 (RBI 2005b) In banking regulation act was enacted which
empowered the Reserve Bank of India (RBI) “to regulate , control, and inspect the
Bank in India.
GROWTH OF BANKING AND DEVELOPMENT IN INDIA
India has second largest populated country. India is apple of the eye for the world
now. The world economic are seeing it as their possible market. This has been
going on since quite some time now, ever since 1991 reform of liberalization
globalization and privatization.
Indian markets in urban areas have grown considerably and are on the verge of
saturation, so corporates have started tapping rural markets, since more than 60
percent of India’s population live in rural areas.
India has been considerably to protect somebody from the global recession.
Finally, we are not very dependent on the export for our GDP and have good
consumer base in India. Secondly, we area saving prone economy, unlike western
economics which are consumption prone Thirdly when banks across the world are
falling like a pyramid of plying card: we are safe steady and strong, with our bank
which have acted like a strong backbone of our economy during present turmoil .
And just like the FMCG sector (fast moving consumer good), there is very large
growth potential in the banking sector, because firstly small credit requirement for
agriculture, cottage industry and marriages etc.
According to researches carried out by the reserve bank of India (RBI), on an all
India basis, 59 percent of the person population in the country has bank account
and 41 per cent don’t. In rural area, the coverage of bank is 39 per cent in urban
area. There is only one bank for population of 13000.
Within the retail segment, housing loans grew by 20% CAGR during the same
period and consisted-10% of the total bank credit. Thus, the bank, which had a big
challenge on the unsecured loan front, had at the same time a bigger opportunity in
the mortgage-backed security portfolio.
Government has to maintain a balanced growth. According to a research report,

despite the huge borrowing of RS 4510 bn by the government in FY 10, the money
held in reverse repo by banks remained considerably high. This will provide an
opportunity to the banks to utilize the economy as a whole comprising various
shareholders. Having talked about comfortable liquidity and the much-wanted
stability in the banking system, one can expect that bond yield will remain in a
higher range and would not fall significantly. Other reasons which are likely to
support this fact include:
 Lower than expected government borrowings

 Reduced global risk premium
 Higher credit growth.
This bring another opportunity for the banks to earn higher income. Besides the
favourable (approval) condition for liquidity and high bond yield, it is expected
that the net interest margin (NIM) will not expand much. The bank need to have
higher incremental CD ratio, improvement in spreads and stable yield on
investment to improve NIMs, bank are expected to have a low cost of deposits
owing to a stable interest rate scenario and ample liquidity in the system.
In the past few years,fee income has been the major contributor of revenue for
private sector banks. Private sector banks have leveraged those to achieve the
above, which public sector banks have not been able to, viz… transaction related
services and third party pro ducts sales, among others, to increase this non- found
based income.
Thus, we can very well say that the current situation has provided a lot of
opportunities and challenges to the existing banks.
LITERATURE REVIEW
1] Dr. Abha Chandra, (July 2010), has carried out a research on

“analytical research on Indian online banking and users‟ privacy”, global journal of
enterprise information system, vol.2 isssue.1. An empirical study is conducted to
evaluate the existence and format of privacy policies of different banks of India in
conducting online banking through their websites. The objective of this paper is to throw
some light on the study, methodology, and its results.
The websites disclose personal information of the users to Third Parties, which may or
may not have their own privacy policies, is to be counted as one of the reasons for the
same. This study also finds that no Universal Standard format for a Privacy Policy has
been designed and declared for banks in India yet. It will be very helpful for net banking
consumers, if there is an authority to monitor and control the proper format and Points
included in the privacy policy for banks.
2] Connel Fullenkamp and Saleh m. Nsouli, (February 2004), have carried out a
research on“six puzzles in electronic money and banking, credit and banking”,
IMF institute, vol. 34, pp 112-123.
This paper presents a set of questions or puzzles whose answers will give a complete
picture of electronic money and its impact on the economy. It focuses on six basic
puzzles; these puzzles tend to build on each other. And will help us in understanding
the concept of e-banking.
3] Francisco Javier Miranda, Rosa Cortés and Cristina Barriuso, (2006), have carried
out a research on “quantitative evaluation of e-banking web sites: an empirical-study of
Spanish banks”, the electronic journal information systems evaluation volume 9 issue 2.
In this there is a discussion regarding the necessary parameters that are needed in an e
banking website. Quality of web home pages was determined using an original Web
Assessment Index, which focuses on four categories: accessibility, speed, navigability
and content. A detailed report of the results arising from this investigation is presented
and systematically analyzed. These findings are useful for both researchers and
practitioners who seek to understand the issues relevant to electronic banking. In this
paper we can say that besides good IT infrastructure the e banking websites also play
an important role in facilitating the online transactions the language, speed, content etc.
play a major role for the customers to get motivated for using such facilities by the
various banks.
4] Hans H. Bauer, Maik Hammerschmidt and Tomas Falk, (2005), have carried out a
research on“International Journal of bank, marketing”, vol. 23 no. 2, pp. 153-175.
Given the fact that banks invest billions in the internet infrastructure (Deutsche Bank
invests approximately half a billion US$ per year), customer satisfaction and customer
retention are increasingly developing into key success factors in e-banking. Most
importantly, profitable e- banking requires a strong focus not only on the acquisition of
new customers but also on the retention of existing customers. From the study it can be
said that the banks should not only focus on the development of the infrastructure, but
also put a large amount of focus on the convenience provided to their clients, they
should be more oriented towards the satisfaction of their clients and make sure that the
clients are more attracted towards these modern facilities.
5] “Al. I. cuza” Iasi, (2004),has carried out a research on“some issues about risk
management for E banking”,electronic journal of information systems evaluation,
volume 9, issue 2, pp 73-82.This Study Reveals that In E banking could become the
Major Form for Payment Systems in Organizations as Technologies Will Improve to
Create a Fully Secure Environment. It is believed that e-banking is only a supplement
of traditional methods. This paper suggests that not only is it probable to use e-banking
but that networks especially Internet will promote the quick development of such a
services. The paper also suggests the risk associated with such transactions and the
preventions for the same. E-banking presents new administrative control requirements
and potentially increases the importance of existing controls. Management must
evaluate its administrative controls to maximize the availability and integrity of e-banking
systems. E-banking information can support identity theft for either fraud at the subject
institution or for creating fraudulent accounts at other institutions. It can also be
concluded that both the banks and the customers need to be cautious about what and
how they are dealing with. They must take all necessary precautions while using such
technology.
6] Dospinescu Octavian, Rusu Daniela,“AlexandruIoan Cuza”,(2006),have carried out a

research on “the adoption of electronic banking services in developing countries– the
Romanian case” information systems,vol.2,pg no. 34-67. The developments taking
place in information and communication technology are affecting the financial
institutions worldwide. This evolution had transformed the way banks deliver their
services, using technologies such as automated teller machines, phones, the Internet,
credit cards, and electronic cash. In this scenario, banking in Romania had undergone
some changes. Many banks have been investing in Internet technology in order to
maintain a competitive edge and satisfy their customers. The Internet, phone, mobile or
electronic banking offered in the Romanian banking market is in full development
process, and the banks have to win the confidence of the individual and corporate body
customers, taking into account the fact that the transactions that are made on the online
system are perceived as highly risky, But the level of accessibility regarding the
performing of banking operations straight from the company office or from home without
depending on the opening hours of pay-offices determines a growing number of
customers to resort to this kind of services.
RESEARCH METHODOLOGY
AIM AND OBJECTIVE
 To understand customer satisfaction on e-banking facilities of KOTAK

Mahindra bank.
 To study reason behind for the limited use of e- banking services.
 To know awareness among customers to ward e-banking services.
 To create awareness among the customers regarding e-banking services
provided by KOTAK Mahindra bank.
SOURCES OF DATA
 This data is based on primary as well as secondary

 This data is obtained from the help of customers of e-banking and
KOTAK Mahindra bank
 Sources of data involve information from different website and
different journal and also from structured questionnaire, will be
taking survey with the help of the questionnaire
 44 respondent will be my sources of connecting valuable data
which will help me out for my research from these respondent,
will be capable for gathering worthy information for my research
paper publication.
Data collection method: The term data collection method research refers to the
types of research question, design, and data analysis that will be applied to a given
topic, data collection method, primarily concerned with finding out “what is “how
is when, is and may also give different preference according to demographic factor
such as age, gender, income level, education level, which of the following account
did you use, bank
The term data collection method research refers to the types of research question,
design, and data analysis that will be applied to a given topic, data collection
method, primarily concerned with finding out “what is “how is when, is and may
also give different preference according to demographic factor such as age, gender,
income level, education level, which of the following account did you use, bank
provide guidance of e-banking .
THERE ARE TWO TYPES OF DATA COLLECTION METHOD:

 PRIMARY DATA : we are collected a fresh for the first time and the happen to be
original in character and known as primary data
 SECONDARY DATA: we are collect by someone else and which have already
been passed through the statistical process to know as secondary
Data.
SCOPE OF THE STUDY

SCOPE OF THE STUDY
The scope of the study is to know that customer is more satisfied from service
provided by the kotak Mahindra bank.
And what is the preference of the customers among the kotak Mahindra bank. This
study is completed to individual customers and this study is done to the area of
Kandivali (east) (Mumbai).
In this study I will be doing survey with the help of structured questionnaire which
will help me out for having proper appropriate information. This study is basically
is going to happen know the customer satisfaction level of kotak Mahindra bank
and e-banking services
Kotak Mahindra bank customers are more satisfied with the services of their
bank? Is there is place for improvement to take place in their work. From this study
we can give suggestion to the bank if there will be any need of improvement in
their services. Because of this study I will come to know about various services
provided by the kotak Mahindra bank and e- banking Because of this study I will
come to know about customers preference for the e-banking These customers will
be giving me information for preference percentage of bank.
Sampling design:
Target Population:
 The target population for my research study is the customers of kotak

Mahindra bank because my research is on customers services of banks so
my target population is customers of that Banks.
 So, because of that there will be convenience for me to collection of data.

The respondent for my research is of any gender, any level of income
people, population let have any type of occupation and let it be any
education level. If there will be population of any gender, any level of
income people, any type of occupation people then there will be
convenience for me to have proper research.
 And also, my target population will be on the basis of different age group
like which age group is taking service of banks more effectively and which
age group is not satisfied with the services of banks and which age group is
taking more effective customers services by the bank.
 Target population is that customers who used to live in my locality or my

well-known faces. Target population are those who knows about the
services which is used to provide by bank. Because of these target
population I will came to know about my study which I want to take.
Target population are more useful to make effective data about the study.
To target people and take effective data from them is very helpful for my
study.
Sampling unit:
Sampling unit for my research is customers of kotak Mahindra bank and

customers are my sample unit because my research is on satisfaction of
customers from customer services from the kotak Mahindra bank and e-
banking services. This unit will help me out for my research.
Because of this unit I will came to know my answers for my

questionnaire which is depends on the services provided by the banks.
Questionnaire will help me to know the statistical data of the information

gathered by me.
Sampling unit for my study is customers of kotak Mahindra bank

and where the branches of kotak Mahindra bank In the Kandivali area. The
customers who is residing in the area of Kandivali (east).
Sampling unit will help me out for my study which is on study on e-

banking facility of kotak Mahindra bank.
Target population of my study is on the basis of age group which

will give me effective information for my data.
Because there is lack of timing, I will be taking responses of 44 respondents

which will often give me effective information.
Sample size: -
Now the sample size for my research is 44 respondents who is account

holder of kotak Mahindra bank. These respondents are helpful for my study or
my research. These respondents are convenience for my collection of data.
Having response of 44 people is enough for my study. Because there

is lack of time so that’s why I will be taking responses of 44 people. These
customers will be from the Kandivali branches which is in Mumbai.
These 44 respondents will be giving me appropriate information for

effective data collection. These 44 respondents will be helpful for my study
and for my research.
I will be giving 44 structured questionnaires to 44 respondent who

will be giving answers of my questions which is there in that questionnaire
these questions will be mixture of both close ended and as well as open ended
question.
HYPOTHESIS
HO: there is no significant difference in kotak Mahindra bank and e-banking
HI: there significant differences in kotak Mahindra bank and e-banking
HO: e-banking don’t values kotak Mahindra bank and sustainable development.
HI: e-banking value kotak Mahindra bank and sustainable development.
HO: there is no relationship between in the kotak Mahindra bank and e-banking.
HI: there is relationship between in the kotak Mahindra bank and facility of e-
banking.
DATA ANALYSIS AND INTERPRETATION
Data which is explain under following contain the data interpretation of the
questionnaires. The interpretation of respondents responses for the question which
have been interpreted and a finding is made based on the respondent responses.
Frequency table for the details of the kotak Mahindra bank respondents
AGE OF THE RESPONDENTS OF KOTAK MAHINDRA BANK
particulars frequency percentage

18 years to 25 years 28 63.63
25years to 35 years 5 11.36
35years to 50 years 8 18.18
above50 3 6.81
total 44 100
INTERPRETATION:
From the above table 63.63% respondents are belonging to the age category
of 18 years to 25 years. And 11.36% respondent are belonging to the category of
25 years and 35 years. And 18.18% are belonging to the category of 35 years to
50years and now at the and 6.81% belonging to above 50 years.
Now this table also can be explained by the help of graph And that details will be
more convenient to understand the data in proper manner.
120
100
80
60
frequency
percentage
40
20
0
s
s
l
ar
ar
ar
ta
e5
ye
ye
ye
to
ov
25
35
50
ab
to
to
to
s
s
s
ar
ar
ar
ye
ye
ye
35
25
18
This graph is showing the frequency and percentage of the age of the respondent
who is having bank account in kotak Mahindra banks.
GENDER OF THE RESPONDENT OF THE KOTAK MAHINDRA BANK
particulars frequency percentage

FEMALE 18 40.9
MALE 26 59.09
TOTAL 44 100
INTERPRETATION:
From the above table 40.90% respondent are belonging to the category of
the female and the remaining 59.09% respondent are belonging to the category of
male.
Above data is collected by the help of primary method means it is done by taking
interview of the respondent.
THE ABOVE TABLE CAN BE EXPLAINED WITH THE HEPL OF GRAPH

AND PIE CHAT:
frequency
FEMALE
MALE
TOTAL
120
100
80
60 frequency
percentage
40
20
0
FEMALE MALE TOTAL
This graph is helpful to understand the percentage and frequency of the gender of
the male and as well as female. Like 40.9 respondent are here female and 59.09
respondent are male
OCCUOATION OF THE RESPONDENT (KOTAK MAHINDRA BANK)
PARTICULAR FREQUENCY PERCENTAGE

STUDENT 28 63.63
SALARIED 5 11.36
BUSINESS 6 13.63
PROFESSION 2 4.54
HOUSE WIFE 3 6.81
TOTAL 44 100
INTERPRETATION:
From the above table in can be seen that 63.63% of the

respondent are falling in the category of Student. And 11.36% of the respondent
are following in the category of salaried person. Now 13.63% of the respondent are
following in the category of Professional. And now at the end 4.54% are following
in the category of Business man. And hose wife 6.81%.
120
100
80
60 FREQUENCY
PERCENTAGE
40
20
0
STUDENT SALARIED BUSINESS PROFESSION HOUSE WIFE TOTAL
INCOME LEVEL OF THE RESPONDENT (KOTAK MAHINDRA BANK)

PARTICULARS FREQUENCY PERCENTAGE
0 28 63.63
100,000 5 11.36
250,000 3 6.8
250,000-500,000 8 18.18
TOTAL 44 100
INTERPRETATION:
From the above table it can be seen that 63.63% of the respondent are
not falling in any category so they are supposed to be in NIL category as mention
above Now 11.36% of respondent are falling in the category of RS 100,000. Now
of the respondent are falling in the category of 250000 And RS 250000 to 500,000
in this there are 18.18% respondent are falling.
There is a greater number of respondents who is having income of level

nil just because the number of respondents is mostly student so mostly survey is
taken by targeting student of my college and they did not at this moment just
because of study so that’s why income level of respondent is presenting highly nil
category so their percent is more in my research.
Now above information can be explained by the help of Pie chart and as well as
graph presentation
120
100
80
60 FREQUENCY
PERCENTAGE
40
20
0
0 100,000 250,000 250,000-500,000 TOTAL
ARE YOU USING E-BANKING
YES 35 79.54
NO 9 20.45
TOTAL 44 100
FREQUENCY
YES
40%
TOTAL
50%
NO
10%
120
100
80
60 FREQUENCY
PERCENTAGE
40
20
0
YES NO TOTAL
WHICH OF THE FOLLWING ACOUNT DID YOU USE
PARTICULAR FREQUENCY PERCENTAG

S E
NONE 3 6.8
CURRENT 11 27.27
ACCOUNT
SAVING 26 59.09
ACCOUNT
CA, SA, 3 6.8
DEPOSIT
TOTAL 44 100
INTERPRETATION:
From the above table it can be explained that among the frequency of 44%
respondent there are 6.8% of respondent who they don’t have bank account and
72.27% of respondent they have current account in kotak Mahindra bank and
59.09% of respondent they have saving account on kotak Mahindra bank, and
same person they have both account current account and saving account.
Now the above table can be explained by the help of graph presentation which is
as follow
120
100
80
60
FREQUENCY
PERCENTAGE
40
20
0
NT L
O NE UNT U O SIT TA
N O O EP TO
A CC A CC ,D
NT NG , SA
RR
E
A VI CA
CU S
FROM WHERE DID YOU COME TO KNOW ABOUT E-BANKING

SERVICES
PARTICULARS FREQUENCY PERCENTAG

E
FROM BANK 16 36.36
OFFICIALS 4 9.09
ADVERTISEMENT 11 25
FROM YOUR FAMILY 10 22.72
MEMBER
NONE 3 6.81
TOTAL 44 100
INTERPRETATION:
From the above table it can be see that there are 36.36% respondent who know
about the e-banking service from bank. And 9.09 % respondent who know the e-
banking service from officials and 25% respondent they know from advertisement
22.27% respondent they know e-banking services from family member.
And 6.81% of respondent are none category .
Now there are also some respondent who says that kotak Mahindra bank
also provide more ATM facility as compared to other bank mostly as compared
Punjab banks.
The above table also can explain with the help of proper and efficient
presentation of graph which help me more to understand about the data which is
collected by the survey method.
120
100
80
60
40 FREQUENCY
PERCENTAGE
20
0
L
T
NE
LS
R
NK
TA
EN
BE
IA
NO
BA
TO
M
EM
FIC
ISE
OM
M
OF
RT
ILY
FR
VE
M
AD
FA
UR
YO
OM
FR
WHAT IS YOUR PURPOSE FOR USING E-BANKING

E
BALANCE INQUIRY 9 20.45
FUND TRANSFER 11 25
BILL PAYABLE 15 34.09
NONE 9 20.45
TOTAL 44 100
INTERPRETATION:
As e-banking in India for customers are introductory phase customers are

using e-banking mainly for balance inquiry and make utility bill payment
customers are more and more conservative regarding banking transaction.
FREQUENCY PERCENTAGE
100
34.09
25 44
20.45 20.45
11 15
9 9
BALANCE INQUIRY FUND TRANSFER BILL PAYABLE NONE TOTAL
DID YOU PAY ONLINE TAXES
PARTICULARS FREQUENC PERCENTAG

Y E
NONE 24 54.54
STATE TAX 16 26.36
INDIRECT TAX 4 9.09
TOTAL 44 100
INTERPRETATION:
In scenario by researcher conclude that the most of the users of e-banking are not
preferred pay tax online.54.54% respondent for none and 26.36% respondent
person they are pay state tax and 9.09% respondent for indirect tax.
100
90
80
70
60
FREQUENCY
50
PERCENTAGE
40
30
20
10
0
NONE STATE TAX INDIRECT TAX TOTAL
ACCORDING YOU TRANSACTION ARE SECURED

E
NONE 35 79.54
AGREE 6 13.63
DISAGREE 3 6.81
TOTAL 44 100
INTERPRETATION:
From the above data it can be understand that data is collected to know
that how many respondents are there who is facing problems like insufficient cash
in e-banking by giving agree disagree and none respondent are giving opinion on
the basis of agree none and disagree.
And 79.54% are respondent none and 13.63% are respondent agree, 6.81%
respondent for disagree.
100
90
80
70
60
FREQUENCY
50
PERCENTAGE
40
30
20
10
0
NONE AGREE DISAGREE TOTAL
THE E-BANKING TRANSACTION ARE QUICK AND USER FRIENDLY

E
AGREE 27 61.36
DISAGREE 4 9.
09
AGREE-DISAGREE 11 25
NONE 2 4.54
TOTAL 44 100
INTERPRETATION:
From the above data it can be explained that data is collected to know that
how many respondents are there who is agree and disagree.
So now there are 61.36%% of respondent who agree with the e-banking
transaction are quick and user friendly, 9.09% respondent disagree and 25%
respondent who agree and disagree and 4.54% none.
120
100
80
60 FREQUENCY 27 4
PERCENTAGE 61.36 9..09
40
20
0
AGREE-DISAGREE NONE TOTAL
DID YOU USE PAYMENT GATEWAY SERVICE REQUIRED THROUGH E-

BANKING

NONE 20 45.45
CLIENT ID 7 15.9
REGISTRATION FOR ONLINE 10 22.72
TRADING
REGISTRATION FOR 8 18.18
PAYMENT GATWAY
TOTAL 44 100
INTERPRETATION:
Payment gateway request for the demate account payment and transfers are not
utilized than45.45% of the customers who are using e-banking because of the
manually provided by the demate account services provide.
120
100
80
60
40
FREQUENCY
PERCENTAGE
20
0
G
AY
L
NE
ID
TA
IN
T
NO
TW
AD
TO
IEN
GA
TR
CL
T
LIN
EN
YM
ON
PA
R
FO
R
FO
N
TIO
N
TIO
RA
RA
ST
GI
ST
RE
GI
RE
DO YOU THINK E-BANKING WEBSITE IS QUICK TO

ACCESS

Y E
AGREE 25 56.81
DISAGREE 9 20.45
STRONGLY AGREE 8 18.18
NONE 2 4.54
TOTAL 44 100
INTERPRETATION:
From the above table it can be seen that 56.81% of agree

respondent to e-banking website is quick to access are 20.45%
respondent of disagree and 18.18% respondent for strongly
agree. And 4.54% are none they are not agree and disagree.
120
100
80
60 FREQUENCY
PERCENTAGE
40
20
0
AGREE DISAGREE STRONGLY AGREE NONE TOTAL
CAN ERROR IN E-BANKING BE SOLVED PROMPTLY AND

SATISFACTORY

Y E
AGREE 30 68.18
DISAGREE 9 20.45
NONE 5 11.36
TOTAL 44 100
INTERPRETATION:
From the above table it can be understand that 68.18% of the respondent that they
are agree error in e-banking be solved promptly and satisfactory and 20.45%
disagree and none 11.36%
120
100
80
60 FREQUENCY
PERCENTAGE
40
20
0
AGREE DISAGREE NONE TOTAL
BANK PROVIDES GUIDANCE FOR E-BANKING FACILITY

E
AGREE 14 31.81
DISAGREE 4 9.09
NONE 3 6.81
NUETRAL 23 52.27
TOTAL 44 100
INTERPRETATION:
From the above table there are our types agree, disagree, none, and neutral And
31.81% respondent for agree and 9.09%respondent for disagree and 6.81%
respondent for none and 52.27% neutral.
120
100
80
60 FREQUENCY
PERCENTAGE
40
20
0
AGREE DISAGREE NONE NUETRAL TOTAL
FINDINGS ONE-BANKING FACILITY KOTAK MAHINDRA BANK
 There is some respondent who is having account in kotak Mahindra bank

and the reason to choose bank account in kotak Mahindra bank was kotak
Mahindra bank used to provide more e-banking facility to the customers.
 And also, there are some respondent who is saying that reason to choose
services of the kotak Mahindra bank now bank is because they are good in
efficient customers services.
 And in my research, I found that who is having bank account in kotak
Mahindra bank they are falling under the income level of RS,100,000.
 Now there is age group of 18years to 25years respondent mostly they are
having bank account in kotak Mahindra bank. This age group is interested to
have account in kotak Mahindra bank.
Suggestion:
From the response of the individuals it was observed that the numbers of male
users is more female users with respect to the use of e-banking services. It could be
possible that there may be a limited use of the e-banking services in case of
females.
So the female gender should be made more and more aware of e-banking benefit
case, convenience, precaution, risks ect
e-banking users should be made more and more aware of e-banking risks and
threats and also how to safeguard themselves against the same by taking
precautions and following security guidelines issued by their banks.
e-banking users should never take their banks for granted for their security,
because your security is our responsibility-kotak Mahindra bank.
Conclusion
 It is observed that age plays an important role with respect to the use of e-
banking services. It is found that the senior citizens are less comfortable with
use of these services. It is observed that only two age group ranging from 18
to 25 and 25 to 30 years out of four users of e-banking.
 With respect to the literacy level it is observed that majority of customers
have knowledge of limited aspects of information technology.
 None of customers were affected with e-banking threats, which shows a
positive sign toward the development of these services.
 From the study it is observed that customers are willing to use modern
banking facility having given them adequate guidance and security measures
by bank
 With respect to the frequency of visits it is observed that customers make
frequent visit to banks which can be minimized with optimum provision of
e-banking services.
Reference:
 www.googlesearch.com
 www.iuindia.org
 https://www.kotak.com/en.html
 www.surveymonkey.com/r/78M8H7Y
 www.slideshare.net/
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A STUDY ON E-BANKING FACILITY OF KOTAK MAHINDRA BANK

PROJECT REPORT ON:

“A STUDY ON E-BANKING FACILITY OF KOTAK MAHINDRA BANK(KANDIVALI

University of Mumbai for partial completion of degree of

MOHAMMED SADIQ HASAN

“A study on banking facility of kotak Mahindra bank {Kandivali (East)}

COORDINATOR PROJECT GUIDE PRINCIPAL

INTERNAL EXAMINER EXTERNAL EXAMINER

I would also like to express my sincere gratitude towards my project successful.

Sr. PARTICULARS Page No.

1.1 Overview of banking industry

CHAPTER 4: DATA ANALYSIS, INTERPRETATION AND

5.1: Findings of SBI and ICICI banks

Internet banking is a result of tour possibility to use internet application in one of

There are many advantage of online Banking. It is Suitable, it isn’t bound by

Some of the Distinctive Features of E- Banking are:

1. It remove the traditional geographical barriers as it could reach out to

5. Security of banking transaction, validity of electronic contract, customers

Security of E – Banking transaction is the most important areas of concerns

The supervisory and operational issues include risk control measures,

Kotak Mahindra Bank is an Indian private sector bank headquartered in

10 Revenue: increase 21,176.09 crore (us$2.9 billion)

History of kotak Mahindra bank2015:

 Kotak Mahindra bank acquires 100 percent subsidiary, kotak Mahindra

History of online banking

2006: 80% of us banks offer internet banking

As the evolution of online banking continued is slowly gained popularity in

2010: online banking is faster than the internet.

2018: Online banking is standard practice.

Consumer responsibility for secure online banking

E-banking system is growing its roots in developing countries like India

While physical branches would continue to be relevant in the Indian

various banking transaction through electronic channel and by providing

A system of trading in money which involved safeguarding deposits and

A second alternative is to establish a “virtual,” “branchless,” or “internet

ATM(automatic Teller Machine)

E-BANKING IS DIVIDED IN FOLLOWING TYPES:

 ATM (Automatic teller machine)

AUTOMETED TELLER MACHINE (ATM)

Automated teller machine is seen everywhere. These machines brought innovation

 Less space required

 Convenience of shopping no need to carry cash

 Flexible to efficiency expenses at present for any one application it is

Tele banking or phone banking

 Balance in the account

consuming and expensive. With - telephone banking, your bank is on the

THE DISADVANTAGES OF TETE-BANKING

Mobile banking can be divided into two broad categories of facilities

ADVANTAGES OF MOBILE BANKING

 Mobile banking through cell phone is very advantageous to the banks as it

 Banks can be in tough with their clients with mobile banking

PC BANKING MAKES THINGS EASIER

PC BANKING GOES FASTER

 PC banking enable you round-the-clock access.

 You usually do not think to stand and queue as a way to performance

 There is no personal interaction between yourself and the bank

It generally implies and services that allows customers to uses from of

A second dose of nationalization of 6 more commercial bank followed in 1980 the

GROWTH OF BANKING AND DEVELOPMENT IN INDIA

Government has to maintain a balanced growth. According to a research report,

 Lower than expected government borrowings

1] Dr. Abha Chandra, (July 2010), has carried out a research on

6] Dospinescu Octavian, Rusu Daniela,“AlexandruIoan Cuza”,(2006),have carried out a