Main

Chapter I
INTRODUCTION AND RESEARCH DESIGN
1.1. Introduction
Now- a -days banks are not following the traditional or conventional banking
with manual operations. Banks have moved from disbursed to a centralized
environment, which shows the impact of technology on banks. Banks are using new
tools and techniques to find out their customer’s needs and satisfaction and offer them
tailor made products and services to make it convenient. The customer is king and the
service providers are rushing to pay observance to the king, the financial service
providers are trying to provide their services to the Customers in the comfort of their
homes. The E-banking has emerged as a convenient channel for these service
providers.
State Bank of India is an Indian multinational public sector bank and financial
services statutory body headquartered in Mumbai, Maharashtra. State Bank of India
43rd largest bank in the world and raked 221st in the Fortune Global 500 list of the
world’s biggest corporations of 2020. being the only Indian bank on the list It is a
public sector bank and the largest bank in India with a 23% market share by assets
and a 25% share of the total loan and deposits market. It is also the 5th largest
employer in India with nearly 250.000 employees.
The bank descends from the Bank of Calcutta, founded in 1806 via the
Imperial Bank of India. Making it the oldest commercial bank in the Indian
subcontinent. The Bank of Madras merged into the other two presidency banks in
British India, the Bank of Calcutta and the Bank of Bombay, to form the Imperial
Bank of India, which in turn became the State Bank of India in 1955. Overall, the
bank has been formed from the merger and acquisition of nearly twenty banks over
the course of its 200-year history. The Government of India took control of the
Imperial Bank of India in 1955, with Reserve Bank of India taking a 60% state,
renaming it State Bank of India.
E-banking refers to Electronic banking is a service that allows Customers to
access their bank information, conduct financial transactions, make deposits,
withdrawals and pay bills through the internet without having to physically visit their
bank. E-banking is one of the most recent technological innovations, which is
becoming a need for every common man so it is becoming “Need to Have” service. It
makes the regular transactions for a customer speedy and time efficient with little or
no paper work involved.
When every day is a race against time in our hectic lives, we look for ways to
save time as much as we can. E-Banking is one of the technology advancements that
help consumers to perform their financial transactions on a secured platform from
retail or automated bank, credit union, or any financial institution. E-Banking, also
known as electronic banking is the digital distribution of new banking services and
products to customers directly through electronic, interactive contact networks. When
opposed to conventional banking, it offers many advantages and strengths to
customers. E-Banking is a simple and convenient way to obtain 24-hour access to
your bank using a smart phone. E-Banking makes use of the internet as a distribution
mechanism for banking transfers. E-Banking services have made bank transfers a
thing of the past when it comes to everyday errands. Since online banking is one of
the most popular services provided by banks, it is also a very stable platform.
Encryption systems are often used by banks to ensure that all customer information is
secure and that no data breaches occur. It protects you from online fraud and account
manipulation in the end.
Accessibility is not a problem. People should rely on online banking even
though it's the last day of your bill payment and people are minutes away from being
charged a penalty. Online purchases can be made at any time of day from the privacy
of your own home. Not just that, but instead of having to be physically there for a
large number of transfers, people can safely move funds at any moment and get them
completed in a matter of seconds.
There are no hidden costs. Given the ease, there are no undisclosed fees when
using the internet to do business. People are only paying a small processing fee, and
the rest is handled by your bank. Assured Convenience, while one of the many
advantages of online banking is the ease with which it can be accessed, it also makes
banking very simple. There is no longer the reason to stand in long lines at the bank.
Transfers and withdrawals have since become smoother thanks to most banks' mobile
banking options. If you're caught in a traffic jam or at work, you can complete
transactions on the go. This makes it much easier to check your balance before
making cashless payments, saving you from humiliation if your account doesn't have
enough money to support your whole shopping list. Keep a close watch on the
finances. Finally, having E-Banking and a decent budgeting application at your
fingertips makes budgeting and handling your account even easier. When making
payments or calculating your monthly savings and expenditures, you can keep track
of real-time expenses. Online banking allows consumers to access general
information and accounts of bank products and services through PC or other
intelligent systems, which has a significant impact on the growth of more convenient
payment mechanisms and user-friendly banking services in the banking industry.

With many of these advantages and even more to come, it's impossible to justify not
using online banking for faster banking transfers. (yes bank, n.d.)
Customers who use E-Banking are more successful, loyal, and likely to
recommend their bank to friends and family than conventional banking customers.
Online consumers also have better balances, need fewer customer service, and have
lower retention rates than offline customers. Customers who use online bill pay and e-
bill systems are satisfied with their bank, which turns into deeper relationships.
SBI is a well-known commercial bank which provides many of E-banking
services to its customers. Therefore, the present study is being carried out on how this
bank provides E-banking services to its customers in Tenkasi City. For this purpose,
present study is being carried out on only selected 50 customers who have an account
with SBI Bank in Tenkasi City.
1.2 Problem of the Study
Though the facility of E-banking is getting popular and spreading very fast,
but most of the respondents do not know about the services because farmers are
technically illiterate and unable to use this service. This research is an effort to
investigate the level of awareness and perception among the Customers using e-
banking service in Shivamogga in particularly with SBI and also the factors which
influence the usage of E-banking services. This research is an effort to study the
technological developments through E-banking services and also tries to find out the
technical, administrative and procedural problems faced by the Customers while using
E- banking facility. This research tries to find that, it is the technology that has really
helped to Customers by providing quality service in less time.
1.3 Importance of the Study

State Bank of India 43rd largest bank in the world and raked 221st in the
Fortune Global 500 list of the world’s biggest corporations of 2020. being the only
Indian bank on the list It is a public sector bank and the largest bank in India with a
23% market share by assets and a 25% share of the total loan and deposits market. It
is also the 5th largest employer in India with nearly 250.000 employees.
The bank descends from the Bank of Calcutta, founded in 1806 via the
Imperial Bank of India. Making it the oldest commercial bank in the Indian
subcontinent. The Bank of Madras merged into the other two presidency banks in
British India, the Bank of Calcutta and the Bank of Bombay, to form the Imperial
Bank of India, which in turn became the State Bank of India in 1955. Overall, the
bank has been formed from the merger and acquisition of nearly twenty banks over
the course of its 200-year history. The Government of India took control of the
Imperial Bank of India in 1955, with Reserve Bank of India taking a 60% state,
renaming it State Bank of India.
Encryption systems are often used by banks to ensure that all customer
information is secure and that no data breaches occur. It protects you from online
fraud and account manipulation in the end.
Customers who use E-Banking are more successful, loyal, and likely to
recommend their bank to friends and family than conventional banking customers.
Online consumers also have better balances, need fewer customer service, and have
lower retention rates than offline customers. Customers who use online bill pay and e-
bill systems are satisfied with their bank, which turns into deeper relationships.
This study is needed to find out the E-banking services of SBI and its
importance to customer as well as to bank. In recent days, people are depending more
on technology, because of advanced technological up-gradation. Through internet

banking, any inquiry or transaction is processed without any reference to the branch at
any time. providing internet banking is increasingly becoming a “need to have” than a
“nice to have” service. The net banking increases the speed of response to customer
requirements it will lead to greater customer satisfaction in handling a larger number
of transactions.
1.4 Scope of the Study
The study focuses on E-Banking and the variables that impact E-Banking
users in Tenkasi, as well as the level of customer satisfaction with these services. It
also allows everyone to see how many new banking services are used by consumers.
The research goes on to say that modern facilities help to build a stronger relationship
with consumers. Customers nowadays want banking services to be available 24 hours
a day, seven days a week. Because of the extensive use of internet technologies, the
entire banking system has changed in the current era. E-Banking has given all
customers the ability to operate across borders. E-Banking is an electronic payment
system that allows a bank or financial institution's customers to perform financial and
non-financial transactions over the internet. Customers can use this service to access
almost every banking service that was formerly only accessible at a local branch, such
as fund transfers, withdrawals, and online bill payments. It is a system designed for
online banking that helps customers to reach them to bank account easily and safely.
1.5 Objectives of the study
The following objectives are formulated for the present study:
 To know the SBI E-banking services.
 To identify the awareness level among Customers about E-banking Services of
SBI in Tenkasi.
 To study the reasons for Customers preferring E-banking Services.
 To measure the Customers level of satisfaction among E-banking Services of
SBI in Tenkasi.
 To suggest the remedial measure to improve the quality of services of E-
Banking
1.6 METHODOLOGIES OF THE STUDY
1.6.1 Sample Design
A sample design is a definite plan for obtaining a sample from a given
population, as the researcher cannot be able to collect data from all pavoorchatram
micro scale service and business enterprise. As the population size is unknown.
Sample for the study was 60 pavoorchatram micro scale service and business
enterprise are selected because of disproportionate stratified random sampling
methods’. Total populations are \divided into four groups like business, Institution,
service and trade enterprises, then after 20 samples drown from each group. Total
sample size is 60 pavoorchatram micro scale service and business enterprise.
1.6.2 Data collection
The study is based on primary and secondary data. The primary data
were collected directly with the help of an interview schedule from the Tenkasi city
SBI bank Customers. The necessary secondary data are collected from books,
journals, articles, reports and other relevant websites.
1.6.3 Statistical Tools used
The collected data were tabulated and analyzed by using different tools such
cross table, simple percentages mean score are used for easy and better understanding.
1.6.4 Geographical Area covered:
Area chosen for the study is Tenkasi city SBI Branches 60 customers and
business enterprise residing in and around pavoorchatram is chosen for the research.
1.6.5 Period of the study:
The duration of the study is from January 2013 to March 2013. Hence; data
are collected during this period.
1.7 LIMITATIONS OF THE STUDY:
The limitations of the study are as follows:
The study is restricted is only 60 pavoorchatram micro scale service
and business enterprise.
The data are collected by the researcher through interview schedule
from the respondents. There may be incorrect answers by the
respondents, who did not show interest in filling up the schedule.
Time constraint is also one of the limiting factors.
1.8 CHAPTER SCHEME:
The chapter scheme of the study is as follow:
The first chapter provides the introduction and design of the study.
The second chapter presents profile of the study like pavoorchatram
area profile.
The third chapter describes micro scale enterprise.
The fourth chapter is an attempt to analyze the geographic,
demographic and behavior variables of the pavoorchatram micro scale
service and business Entrepreneur‘s and effect of power cut in
enterprise fanatical activity and in-person interaction.
The fifth chapter summarizes the findings and provides valuable

suggestions for improvements of rural micro scale services and
business enterprise on power cut environment.
State Bank of India TENKASI
State Bank of India COURTALLAM ROAD TENKASI
State Bank Of India BC
26/10, 26/10, Amman Sannathi St · 04633 226 029
Closed ⋅ Opens 10 am Sat
WEBSITE
DIRECTIONS
State Bank of India COURTALLAM ROAD TENKASI
C-4-38/3, COURTALLAM MA, DIST, near ELEPHANT BRIDGE · 04633 228 560
Closed ⋅ Opens 10 am Sat
WEBSITE
DIRECTIONS
State Bank Of India BC
PERUMAL KOVIL STREET · 069633 65679
Open ⋅ Closes 7:30 pm

Chapter II
REVIEW OF LITERATURE
Manikyam(feb 2004) explains the changing banking scenario, the impact of
economic reform and analyses the challenges and opportunity of national and
commercial banks. The most important challenges is to serve the mass and large
market of India. Banks became customer centric than product centric. Another aspect
in banking is to encounter the challenges in product differentiation. He further states
that aside from traditional banking services, Indian banks must adopt some product
innovation so they will complete in gamut of competition. Technology up gradation is
an inevitable aspect to face challenges. The extent of consumer awareness is
significantly higher.
Lakshmi Narayana et.al (2013) in their study entitle “A Study on Customer
Satisfaction towards Online Banking services with reference to Bangalore city”
focuses on investigating the major factors that influence online customers’ satisfaction
with the overall service quality of their banks. Assessing the power of these factors in
the context of Online (Internet) banking and would, therefore, help the bank
management not only in improving the level of satisfaction but also strengthening the
bond between the banks and their customers, thereby helping them to retain and
expand their overall customer base. Further this study reveals that online banking, to
make a customer's banking experience more convenient, efficient, and effective, it
becomes even more important to ascertain the customers’ perception of the overall
service quality and their satisfaction with the current online banking services.
Vimala (2015) has attempted a study on "An Evaluative Study on Internet Banking
Security among Selected Indian Bank Customers”. This study shows that Internet
banking is very convenient and fast, it is mired with several security issues. Banking
institutions have taken several measures to ensure safety measures for their customers
while performing various transactions online banking sector is one of the major
beneficiaries of the Internet revolution and the growth of banking technology products
have been remarkably increasing. Internet banking system proves to be very versatile
in completing transactions like balance inquiry, withdrawal, deposits, viewing the
bank statement, and record of recent transaction. From this study rightly observed
that, very few works have focused on the Internet banking, its usage, safety measures
and its perceptions, attentiveness level, satisfaction levels, attitudes and behaviour of
the internet banking, security issues, and financial frauds.
Rahi, S. (2015) research findings show the customer are more loyal towards those
banks who facilitating internet banking services also good brand image build
relationship between banks and customer and enhance the customer loyalty towards
best and he also suggest that of the brand image is positive in making a positive
relationship between customers and internet banking.
Reeta Clonia. (2016) has conducted study on "E-banking in India: Current and Future
Prospects”. Reeta has examined that E-banking is the most pioneering trend among
the customers in the present era of thrust for more expeditious and secured financial
services. The transfer from the traditional banking to E-banking has been an elevating
amendment in banking dealings. Banking industry in India and additionally discussed

the magnification rate and future prospects of the E-banking services provided by the
Indian banks in this regard. Economic growth and development of any country is
mainly influenced by the advancement of the banking sector in that particular nation.
Khaled Bin Amir and Dr. Hasina Sheykh (2017) in their study entitle "Analysis of
Customer Satisfaction on Online Banking: A Case Study on “One Bank Limited” has
stated that customers are asked about their satisfaction level on online banking.
Online banking services of One Bank Limited, is quite good and satisfactory but
customers were not aware and willing to take this services. But level of satisfaction is
greater for some parameters and less for some parameters. Likewise, customers are
satisfied with security and user friendliness of the website of the banks and somewhat
neutral in perception with update frequency. For this reason, internet banking has
become an important measurement tools to attract larger customer base.
Dr.T.Santhiya Ran, A.Saravanan(2018) in their article " A Study On Customer
Satisfaction Towards Net Banking With Special Reference To General Banking
Customer In Coimbatore City" stated that customers satisfaction towards internet
banking of all Banks has been elicited and analyzed. Furthermore, this part consists
of demographic profile of customers and bank transaction details and reasons for
using internet banking has been taken into consideration. As India taking giants leaps
towards globalization in internet banking India all the banking sector to be studied
with great India how attitude towards element of existing banking service might
influence to customer decision to used internet banking has not been investigated. As
customer get more and educated, getting insight about modern banking, via internet
banking has enrolled as primary data concern for all leading and upcoming banks in
India. There is a clear need to develop a better understanding of how customers
evaluate these services and boost up satisfaction. Customer satisfaction is one of the
main aspects determining the success or failure of any electronic banking services in
India. A online banking also known as electronic payment that enables customer of a
banks conduct range of financial transaction through the financial institution websites.
customer satisfaction helps to know that who is consumer where, what they want how
they are reached to internet banking system. The consumer where carefully study by
concluding survey on the customer satisfaction.
S.Vigneshwari, S.Rajagopalan (2018) in their article "Customer Satisfaction
Towards Online Banking Services " stated that The technological innovation and rapid
growth in information technology result in simplified financial transactions over the
Internet Traditional bank offering Online Banking services to their customer to
deliver banking products and service to customers directly through electronic
communication channels. Online Banking includes the systems that enable financial
institution customers, individuals or corporate to access accounts, transact business, or

obtain information on financial products and services through a public or private
network, like internet or mobile phone. When a customer opens an account with a
bank, he/she receives a welcome kit from the bank. This kit contains all the important
documents including confidential information required by the customer including
document with account number, Debit cum ATM card, ATM PIN, customer’s user
ID, online banking password, phone banking password, checkbook, etc. Customer
should ensure that all the passwords or PIN should be received in a closed envelope
failing which he/she should report to the bank immediately. customer can login to the
website and enter user ID and password to access his account details and conduct
financial transactions. Banks maintain high security regarding the password
authentication and encryption. Moreover, banks suggest customers to keep their
password secret and change it periodically.
Dr. Pratima Merugu (2018) in his article "Customer Satisfaction towards Online
Banking With Reference To Greater Visakhapatnam City" stated that customers and
deliver customer satisfaction. A fundamental understanding of factors causing
customer satisfaction in online banking has attained greater prominence as more and
more banks compete to offer superior services to their clients making it imperative for
banks to align their strategies in response to changing customer’s needs and
technology. apply the modified SERVQUAL model in the context of Internet banking
to describe how customers perceive online service quality' The Internet has emerged
as a major force in the financial service sector. The corollary of this phenomenon has
been the appearance of fierce competition among banks providing online services to
their customer/clients. Online/Internet banking is an electronic payment system that
enables customers of a financial institution to conduct financial transactions on a
website operated by the institution, such as a retail bank, virtual bank, credit union or
building society. Online banking is also referred as Internet banking, e-banking,
virtual banking and by some other terms. Online banking is becoming a popular tool
to attract customers and deliver customer value and satisfaction. customer satisfaction
is a critical factor for online banking service providers to maintain and improve their
profitability. Online banking has gained popularity for a number of reasons, including
convenience, cheaper ,multifunctional services, trendy and hassle free. Online
banking services have emerged as a decisive factor for customers when choosing a
bank. Banks offer several online products and service to their customers, Customer
satisfaction is increasingly recognized as a main pillar for success in the business
environment and also a key factor for the survival and growth of the banking sector.
Providing superior service quality enhances customer satisfaction and encourages
more participation among customers. High Service quality deliverance leads to
overall customer satisfaction.
C K Sunith (2019) in his article "Customer Satisfaction in E-Banking Services" stated
that Electronic banking incorporates systems that enable individual customers to
access their accounts, transact with speed and obtain current and updated information
on latest financial products and services through public or private networks. It
accommodates a variety of platforms such as internet banking, telephonic and
television based banking, automated teller services, mobile phone banking as well as
personal computer based and offline banking services. Since most of these technology
services have become popular in our country, customers now have every opportunity
to willfully choose and exploit the features provided by advanced electronics and
information technologies such as automatic teller machines, internet, mobile phones,
personal digital assistants and personal computers and experience electronic banking
services through privileges and facilities delivered with assistance from modern
technologies. Banks will have to incur capital costs and incorporate advanced
technologies to save on operating costs and to earn customer goodwill, but must
extract maximum returns from such assets while cutting down operating expenses at
the same time. conceptual model that competency and efficiency of banking services,
accurate and timely information, efficient web portal management as well as customer
relationship management, demonstration and training of customers and economy of
services determine the extent of satisfaction of E Banking customers. customer is
distinguished from a consumer in the sense that a customer pays for a product or
service while a consumer is the end user who experiences a product or service.
Sunith C K (2019) has made an empirical study of customer satisfaction in E-
banking services. This study stated that Electronic banking incorporates systems that
enable individual customers to access their accounts, transact with speed and obtain
current and updated information on latest financial products and services through
public or private networks. It accommodates a variety of platforms such as internet
banking, telephonic and television based banking, automated teller services, mobile
phone banking as well as personal computer based and offline banking services.
Customer is distinguished from a consumer in the sense that a customer pays for a
product or service while a consumer is the end user who experiences a product or
service.
Sunith C K (2019) has made an empirical study of customer satisfaction in E-
Banking Services. This study stated that electronic banking incorporates systems that
enable individual customers to access their accounts, transact with speed and obtain
current and updated information on latest financial products and services through
public or private networks.
Sakthi Prasad R and Amuthanayaki V P (2020) The majority of the sample
respondents were satisfied with the rate of interest.

Kumar T S and Vinothini V (2020) improving their customer service and it will
help framing new policies relating to customer service.
Rameena KA (2020) Overall, these three services received good ratings from the
respondents and they find the employees very helpful regarding these services.
Chitra S and Ramasethu A (2021) It has been observed that many customers are not
aware of all sorts of facilities provided by SBI. Thus the SBI bank should make better
awareness campaigns.
Kolanchinathan G and Elango S (2021) Banks are trying their level best by
providing the best security options to the customers but then to there is lot of factors
which betrays a customer from opening an internet bank account.

Chapter III
CONCEPTUAL FRAMEWORK – E-BANKING
Chapter IV
DATA ANALYSIS AND INTERPRETATION
4.1 DEMOGRAPHIC PROFILE OF THE RESPONDENTS.
4.1.1 Gender Wise Respondents

Table Number 4.1.1
Gender wise Respondents
GENDER NUMBER OF RESPONDENTS PERCENTAGE
Male 33 55%
Female 25 41.67%
Third Gender 2 3.33%
Total 60 100
Source: Primary Data
Interpretation
According to the table 4.1.1 shows the data study about gender wise SBI
customers.
55%of the respondents’ gender is male, 41.67% of the respondents’ gender is

female, and balanced 3.33% respondents’ gender is third gender.
From the data, nearly male and female customers are equal in this study.
4.1.2 Age Wise Respondents

Table Number 4.1.2
Age wise Respondents
AGE NUMBER OF RESPONDENTS PERCENTAGE
Below 25
25-35
35-45
45-55
Above 55
Total 60 100
Interpretation
customers.

4.1.3 Marital Status Wise Respondents

Table Number 4.1.3
Marital Status wise Respondents
Marital Status NUMBER OF RESPONDENTS PERCENTAGE
Married
Unmarried
Total 60 100
Interpretation
customers.

4.1.4 Educational Qualification Wise Respondents

Table Number 4.1.4
Educational Qualification wise Respondents
EDUCATIONAL QUALIFICATION NUMBER OF RESPONDENTS PERCENTAGE
SSLC
PUC/Diploma
Graduate
Post Graduate
Other
Total 60 100
Interpretation
customers.

4.1.5 Occupation Wise Respondents

Table Number 4.1.5
Occupation wise Respondents
OCCUPATION NUMBER OF RESPONDENTS PERCENTAGE
House wife
Professional
Businessman
Government Service
Students
Corporate employee
Others
Total 60 100
Interpretation
customers.

4.1.6 Monthly Income Wise Respondents

Table Number 4.1.6
Monthly Income wise Respondents
MONTHLY INCOME NUMBER OF RESPONDENTS PERCENTAGE
Below Rs. 10,000
Rs. 10,000 - Rs. 20,000
Rs. 20,000 - Rs. 30,000
Rs. 30,000 - Rs. 40,000
Rs. 40,000 - Rs. 50,000
Above Rs. 50,000
Total 60 100
Interpretation
customers.

4.1.7 Place of Residence Wise Respondents

Table Number 4.1.7
Place of Residence wise Respondents
PLACE OF RESIDENCE NUMBER OF RESPONDENTS PERCENTAGE
Urban
Semi- Urban
Rural
Total 60 100
Interpretation
customers.

4.2 TYPE OF BANK ACCOUNT
4.2.1 Type of Bank Account
Table Number 4.2.1
Type of Bank Account
TYPE OF ACCOUNT NUMBER OF RESPONDENTS PERCENTAGE
Saving
Current
Fixed Deposit
Recurring Deposit
Total 60 100
Interpretation
customers.

4.3 PREFERENCE OF E-BANKING SERVICES
4.3.1 Reason for Using E-Banking Services
Table Number 4.3.1
Reason for Using E-Banking Services
REASONS NUMBER OF RESPONDENTS PERCENTAGE
Time-Saving
Convenience
Mobility
Increased comfort
24/7 Availability
Automatic Bill Payment
Monitoring services
Speed
expenses have been reduced
Better efficiency
Interpretation
customers.

4.3.2 Customers Ranking for Using E-Banking Services
Table Number 4.3.2
Customers Ranking for Using E-Banking Services
E-BANKING SERVICES NUMBER OF RESPONDENTS PERCENTAGE
Internet banking
Whatsapp Banking
BHIM SBI Pay
Mobile Banking
YONO
ATM Services
Cash Deposit Machines
Pass Book Entry Machines
Electronic Fund Transfers
Door- Step Banking
Electronic Clearing Services
Account Management
Interpretation
customers.

4.4 AWARENESS LEVEL AMONG CUSTOMERS ABOUT E-BANKING

SERVICES
4.4.1 Awareness Level about Internet Banking

Table Number 4.4.1
Awareness Level about Internet Banking
AWARENESS LEVEL NUMBER OF RESPONDENTS PERCENTAGE
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.4.2 Awareness Level about Whatsapp Banking
Table Number 4.4.2
Awareness Level about Whatsapp Banking
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.4.3 Awareness Level about BHIM SBI Pay

Table Number 4.4.3
Awareness Level about BHIM SBI Pay
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.4.4 Awareness Level about Mobile Banking

Table Number 4.4.4
Awareness Level about Mobile Banking
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.4.5 Awareness Level about YONO
Table Number 4.4.5
Awareness Level about YONO
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.4.6 Awareness Level about ATM Services

Table Number 4.4.6
Awareness Level about ATM Services
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.4.7 Awareness Level about Cash Deposit Machines

Table Number 4.4.7
Awareness Level about Cash Deposit Machines
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.4.8 Awareness Level about Pass Book Entry Machines
Table Number 4.4.8
Awareness Level about Pass Book Entry Machines
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.4.9 Awareness Level about Electronic Fund Transfers

Table Number 4.4.9
Awareness Level about Electronic Fund Transfers
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.4.10 Awareness Level about Door-Step Banking

Table Number 4.4.10
Awareness Level about Door-Step Banking
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.4.11 Awareness Level about Electronic Clearing Services
Table Number 4.4.11
Awareness Level about Electronic Clearing Services
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.4.12 Awareness Level about Account Management

Table Number 4.4.12
Awareness Level about Account Management
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.5 AWARENESS LEVEL AMONG CUSTOMERS ABOUT E-BANKING

SERVICES
4.5.1 Awareness Level about Internet Banking

Table Number 4.5.1
Awareness Level about Internet Banking
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.
4.5.2 Awareness Level about Whatsapp Banking

Table Number 4.5.2
Awareness Level about Whatsapp Banking
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.5.3 Awareness Level about BHIM SBI Pay

Table Number 4.5.3
Awareness Level about BHIM SBI Pay
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.5.4 Awareness Level about Mobile Banking

Table Number 4.5.4
Awareness Level about Mobile Banking
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.
4.5.5 Awareness Level about YONO

Table Number 4.5.5
Awareness Level about YONO
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.5.6 Awareness Level about ATM Services

Table Number 4.5.6
Awareness Level about ATM Services
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.5.7 Awareness Level about Cash Deposit Machines

Table Number 4.5.7
Awareness Level about Cash Deposit Machines
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.
4.5.8 Awareness Level about Pass Book Entry Machines

Table Number 4.5.8
Awareness Level about Pass Book Entry Machines
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.5.9 Awareness Level about Electronic Fund Transfers

Table Number 4.5.9
Awareness Level about Electronic Fund Transfers
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.5.10 Awareness Level about Door-Step Banking

Table Number 4.5.10
Awareness Level about Door-Step Banking
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.
4.5.11 Awareness Level about Electronic Clearing Services

Table Number 4.5.11
Awareness Level about Electronic Clearing Services
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

4.5.12 Awareness Level about Account Management

Table Number 4.5.12
Awareness Level about Account Management
Extremely aware
Very aware
Moderately aware
Slightly aware
Not at all aware
Total 60 100
Interpretation
customers.

CHAPTER V
FINDINGS, SUGGESTIONS AND CONCLUSION
5.1 INTRODUCTION
The researcher, after having analyzed the data collected from the SBI bank
customer has arrived at certain findings and subsequently made some suggestion. The
findings are based o the collected data and the analysis and interpretation of the
researcher.
5.2 FINDINGS
The following are the major finding of the study:
Male entrepreneurs are major participating to run the rural MSSB enterprise
compare to female entrepreneurs.
Younger entrepreneurs are major participating to run the rural MSSB Enterprise.
School and graduates entrepreneur are the major participating to run the rural
MSSB Enterprise. Professionals are not mush interested in running MSSB Enterprise.
Sole trading rural MSSB enterprises are higher than other form of ownership rural
MSSB enterprises.
Rural MSSB enterprises are younger, so enterprises experience is not a big.
No one rural MSSB Entrepreneur to invest the maximum level of MSSB enterprise
limited (like 10 lakh).
Micro scale business enterprises are take a first place in high power need level,
second place go’s to micro scale institution, third place go’s to micro scale service
enterprises and last place go’s to micro scale trade enterprises.
Rural MSSB enterprises operating expenses is not a big change (mean score is 3.07).
There is no effect of power cut in operating expenses of rural MSSB enterprises.
Rural MSSB enterprises non-operating expenses is just increase (mean score is 3.35).
There is negative effect of power cut in non-operating expenses of rural MSSB
enterprises.
Rural MSSB enterprises sales/income is no change (mean score is 3). There is no
effect of power cut in sales/income of rural MSSB enterprises.
Rural MSSB enterprises profit is decrease (mean score is 2.88). There is negative
effect of power cut in profit of rural MSSB enterprises.
Rural MSSB enterprises profit is neutral (mean score is 2.97). There is no effect of
power cut in profit of rural MSSB enterprises.
Rural MSSB enterprises loan/credit is highly increased (mean score is 4.37). There is
negative effect of power cut in profit of rural MSSB enterprises.
MSSB Enterprises non-operating expenses and loan/credit financial activities are go
to negative way for the effect of power cut. Other financial activities are not a big
change.
Rural MSSB enterprises labours in-person interactions is just decrease (mean score is
1.83). There is negative effect of power cut in rural MSSB enterprises labours in-
person interactions.
Rural MSSB enterprises customers in-person interactions is just decrease (mean
score is 1.83). There is negative effect of power cut in rural MSSB enterprises
customers’ in-person interactions.
Rural MSSB enterprises debtors in-person interactions is decrease (mean score is
1.4). There is negative effect of power cut in rural MSSB enterprises debtors’ in-
Rural MSSB enterprises creditors in-person interactions is decrease (mean score is
1.42). There is positive effect of power cut in rural MSSB enterprises creditors’ in-
Rural MSSB enterprises investors in-person interactions is just decrease (mean score
is 1.73). There is negative effect of power cut in rural MSSB enterprises investors’ in-
MSSB Enterprises debtors and creditors in-person interaction is effected for power
cut. Other in-person interactions are not a big change.
Most of the rural MSSB enterprises to use generator for managing power cut
problem.
Most of the rural MSSB entrepreneurs’ opinion about enterprises power cut in try to
continue the enterprise.
5.3 SUGGESTIONS
 People should be attracted towards advanced product and services
provided by SBI through advanced awareness programme.
 If there is any hidden charges to access the services that must be
disclosed to customers before giving the service.
 SBI introduce new variety of products through Internet banking
 SBI should provide advanced price and pricing strategies to customers.
 Provide various offers to the customers for attracting the customers to
Internet banking.
 Provide instructions to the customers for the proper use of internet
banking services.
 Bank should take steps to make customers e literate to propagate
internet banking.
 Banks should encourage the usage of E-banking services by giving
incentives, because by using it, banks and customer can save time and
money.
 The bank staffs have to provide good services to the customers.
 Proper training facilities have to be provided to the staffs, so that they
can give valid answers to the customers.
 The bank needs to educate the customers regarding the E-banking
technology
 The bank has to inform the customers to frequently about online
security techniques
 Banks should hold demonstration and provide training to customers to
explain about its usage, effectiveness etc., for the usage of all types of
E-banking services.
 Banks should encourage the usage of E-banking services by giving
incentives
 Banks are providing various types of services but customers are not
utilizing it in a proper manner. They have to utilize the facility given
by banks.
E-banking is not widely used in rural areas due to a lack of understanding.
Banks should take the requisite steps to educate their customers about the different
available E-Banking services, as well as the benefits of using those services.
Customers should be sent demonstrations of E-Banking to encourage them to use it.

Banks should concentrate on cybersecurity problems including sensitive
identities that are susceptible to misuse in the cyber environment. The cost of
accessing Internet Banking services should be reduced to maximise the number of
people who use the service. The E-Banking infrastructure should be improved to
make online inquiry and payment even more convenient.
5.4 CONCLUSIONS
The marketing mantra’ customer is a king’ is no more on paper, and how it has
become a reality. Increased level of awareness among the customers leads to
increased preferences. Today’s customers are not satisfied with care and courtesy
alone, they expect concern and commitment. Therefore customer centric approach is
the need of the hour. In this competitive environment not the oldest, not the strongest
and not the first can survive, but only the ‘Best ‘can survive. Therefore usage of
modern technology for better service is imperative. The study is aimed to find out the
customer satisfaction on internet banking services provided by SBI. For this study 75
respondents were given with questionnaire in Adimaly gramapanchayath. From this
study it is found that the customer’s satisfaction on Internet Banking services of SBI
is good. Most of the respondents are satisfied with E-banking services and others have
an average satisfaction, as the customers taste and preference are different. SBI can
improve customer by providing more services and making every customer literate to
give up with internet banking services.
At present banking sectors provide different services through E-banking
systems. The customer is looking for quality services which can provides satisfaction.
From the study it is understood that the customers are highly satisfied with the E-
banking services in Mysore city. The suitable services available may be improved to
give better customer satisfaction leading to retention of existing customers and
attracting new customers. In recent years many changes have been taken place in the
banking sectors. These changes do not reduce the errors and mistakes in terms of
operational activities. The customers are still facing various problems while using
banking transactions. Therefore, the banks need to focus more on service sector and
operational activities, which makes the customer more comfort and satisfied in
dealing with banking activities.

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Chapter I

INTRODUCTION AND RESEARCH DESIGN

with manual operations. Banks have moved from disbursed to a centralized

services statutory body headquartered in Mumbai, Maharashtra. State Bank of India

employer in India with nearly 250.000 employees.

renaming it State Bank of India.

E-banking refers to Electronic banking is a service that allows Customers to

access their bank information, conduct financial transactions, make deposits,

bank. E-banking is one of the most recent technological innovations, which is

no paper work involved.

help consumers to perform their financial transactions on a secured platform from

products to customers directly through electronic, interactive contact networks. When

opposed to conventional banking, it offers many advantages and strengths to

customers. E-Banking is a simple and convenient way to obtain 24-hour access to

manipulation in the end.

Accessibility is not a problem. People should rely on online banking even

completed in a matter of seconds.

finances. Finally, having E-Banking and a decent budgeting application at your

of real-time expenses. Online banking allows consumers to access general

information and accounts of bank products and services through PC or other

payment mechanisms and user-friendly banking services in the banking industry.

SBI is a well-known commercial bank which provides many of E-banking

with SBI Bank in Tenkasi City.

1.2 Problem of the Study

helped to Customers by providing quality service in less time.

1.3 Importance of the Study

renaming it State Bank of India.

fraud and account manipulation in the end.

on technology, because of advanced technological up-gradation. Through internet

requirements it will lead to greater customer satisfaction in handling a larger number

1.4 Scope of the Study

with consumers. Customers nowadays want banking services to be available 24 hours

customers the ability to operate across borders. E-Banking is an electronic payment

1.5 Objectives of the study

The following objectives are formulated for the present study:

 To know the SBI E-banking services.

 To identify the awareness level among Customers about E-banking Services of

 To measure the Customers level of satisfaction among E-banking Services of

 To suggest the remedial measure to improve the quality of services of E-

1.6 METHODOLOGIES OF THE STUDY

1.6.1 Sample Design

A sample design is a definite plan for obtaining a sample from a given

enterprise are selected because of disproportionate stratified random sampling

sample size is 60 pavoorchatram micro scale service and business enterprise.

1.6.2 Data collection

journals, articles, reports and other relevant websites.

1.6.3 Statistical Tools used

1.6.5 Period of the study:

are collected during this period.

1.7 LIMITATIONS OF THE STUDY:

The limitations of the study are as follows:

The study is restricted is only 60 pavoorchatram micro scale service

and business enterprise.

The data are collected by the researcher through interview schedule

from the respondents. There may be incorrect answers by the

respondents, who did not show interest in filling up the schedule.

Time constraint is also one of the limiting factors.

1.8 CHAPTER SCHEME: