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A Study of Online Banking Services in Respect of SBI Bank
A Study of Online Banking Services in Respect of SBI Bank
project report on
By
Ms. Janvi Sudhakar Ladate
ROLL NO. 09
Academic Year
2022-2023
Certificate
This is to certify that Ms. Janvi Sudhakar Ladate , ( Roll No. 09) has worked and duly
completed her Project Work for the degree of Master in Commerce under the Faculty of
Commerce in the subject of “A study of online banking services in respect of SBI
bank” 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.
External Examiner
Prof. Sharmila Krve
Name And Signature OfGuiding Teacher
Date of submission:
2
Declaration by learner
I the undersigned Ms. Janvi Sudhakar Ladate (Roll No. 09) here by, declare that
the work embodied in this project work titled “A study of online banking services
in respect of SBI bank”, forms my own contribution to the research work carried
out under the guidance of Prof. Sharmila Krve is a result of my own research
work and has not been previously submitted to 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.
Certified by
Prof. Sharmila Krve
Name and signature of the Guiding Teacher
3
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 following as being 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.
Prof. Sharmila Krve whose guidance and care made the project successful.
I would like to thank my College Library , for having provided various reference 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 who supported me
throughout my project
4
INDEX
banking
technology by SBI
2.4 Internet banking facility through state 19
bank of India
2.5 Services provided by SBI Internet banking 20
online banking
3
3.1 General information 34
3.2 Security 35
Chapter 6 Conclusion 56
Bibliography 58
Annexure 59
4
RESEARCH METHODOLOGY
OBJECTIVES
The main objectives of the study are:
• To understand the concept of Internet banking and importance, to bank
as well as customers.
• To get aware of various aspects of net banking
• To build up SWOC analysis of Internet banking of SBI
• To build up various solutions for drawbacks in net banking
SCOPE OF STUDY
The study is made taking consideration of whole State Bank of India. With
reference to experience availed at Amravati camp branch.
RESEARCH DESIGN:
particulars Data
Number of sample 30
Name of sampling Random/ probability
5
DATA COLLECTION
Primary Data:
Secondary Data:
FUTURE SCOPE
The study of this topic will help to get the knowledge about process of
internet banking and usefulness to banking industry. As the study contains
the 360 degree information regarding SBI and its internet banking, Hence
the study will lead to new ways to tackle the problems and the SWOC of
SBI in respect of internet banking.
This was all about how the project will go ahead and the findings from it.
6
CHAPTER 1
INTRODUCTION TO
INTERNET BANKING
7
1.1 INTERNET BANKING (E-BANKING): INTRODUCTION
Internet banking (or E-banking) means any user with a personal computer
and a browser can get connected to his banks website to perform any of the
virtual banking functions. In internet banking system the bank has a
centralized database that is web-enabled. All the services that the bank has
permitted on the internet are displayed in menu. Any service can be selected
and further interaction is dictated by the nature of service. Once the branch
offices of bank are interconnected through terrestrial or satellite links, there
would be no physical identity for any branch. It would a borderless entity
permitting anytime, anywhere and anyhow banking.
The delivery channels include direct dialup connections, private networks,
public networks, etc. with the popularity of computers, easy access to
Internet and World Wide Web (WWW), Internet is increasingly used by
banks as a channel for receiving instructions and delivering their products
and services to their customers. This form of banking is generally referred to
as Internet Banking.
1.2 HISTORY
The concept of Internet banking has been simultaneously evolving with the
development of the World Wide Web. Programmers working on banking
data bases came up with ideas for online banking transactions, sometime
during the 1980's. The creative processes of development of these services
were probably sparked off after many companies started the concept of
online shopping. The online shopping promoted the use of credit cards
through Internet. Many banking organizations had already started creating
data ware housing facilities to ease their working staffs. The development of
8
these data bases were widely used during the development of ATM's.
The first online banking service in United States was introduced, in October
1994. The service was developed by Stanford Federal Credit Union, which is
a financial institution. The online banking services are becoming more and
more prevalent due to the well developed systems. Though there are pros
and cons of electronic cash technology, it has become a revolution that is
enhancing the banking sector.
9
Use of internet banking from last few years
60
50%
50 2002
40% 2003
40
2004
32%
2005
30
25% 2006
20% 2007
20
15%
2008
12%
9% 2009
10
Although, the growth shows a healthy 10% increase from 2008 to 2009 from
57 million users to 71 million Internet users, in larger perspective this is
really nothing to boast of. To put things in perspective, we are adding close
to 15 million mobile users on average in a month, while in case of
Internet it is 14 million users a year.
10
b. CREDIT CARDS: -
The credit card enables the cardholders to: Purchase any item like clothes,
jewellery, railway/air tickets, etc. Pay bills for dining in a restaurant or
boarding and lodging in hotel. Avail of any service like car rental, etc.
c. DEBIT CARDS: -
A debit card is issued on payment of a specified amount by the issuing
company like a telephone company to a customer on cash payment or on
debiting his account by a bank. Thus it is like an electronic purse, which can
be read and debited by the required amount. It may be noted that while
through a credit card, the customer first makes a purchase or avails service
and pays later on, but for getting the debit card, a customer has to first pay
the due amount and then make a purchase or avail the service. For this
reason, debit card are not as popular as credit cards.
d. SMART CARDS: -
Smart Cards have a built-in microcomputer chip, which can be used for
storing and processing information. For example, a person can have a smart
card from a bank with the specified amount stored electronically on it. As he
goes on making transactions with the help of the card, the balance keeps on
reducing electronically. When the specified amount is utilized by the
customer, he can approach the bank to get his card validated for a further
specified amount. Such cards are used for paying small amounts like
telephone calls, petrol bills, etc.
11
e. ATM CARDS: -
The card contains a PIN (Personal Identification Number) which is selected
by the customer or conveyed to the customer and enables him to withdraw
cash up to the transaction limit for the day. He can also deposit cash or
cheque.
Internet banking is quite convenient as you can easily pay your bills, can
transfer funds between accounts, etc. Now you do not have to stand in a
queue to pay off your bills; also you do not have to keep receipts of all the
bills as you can now easily view your transactions.
Internet banking is available all the time, i.e. 24x7. You can perform your
tasks from anywhere and at any time; even in night when the bank is closed
or on holidays. The only thing you need to have is an internet connection.
12
Internet banking is fast and efficient. Funds get transferred from one account
to the other very fast. You can also manage several accounts easily through
internet banking.
Through Internet banking, you can keep an eye on your transactions and
account balance all the time. This facility also keeps your account safe. This
means that by the ease of monitoring your account at anytime, you can get to
know about any fraudulent activity or threat to your account before it can
pose your account to severe damage.
Internet banking is also a great medium for the banks to endorse their
products and services. The services include loans, investment options, and
many others.
You cannot have access to internet banking if you don’t have an internet
connection; thus without the availability of internet access, internet banking
may not be useful.
13
Password security is a must. After getting your net banking password, do
change it and memorize it otherwise your account may be misused by
someone who gets to know your password inadvertently.
You cannot use internet banking, in case; the bank’s server is down.
14
CHAPTER 2
STATE BANK OF INDIA
15
STATE BANK OF INDIA
The History of State Bank Of India dates back to the first decade of the
nineteenth century with the setting up of Bank of Calcutta in Calcutta on 2
June 1806.After three years it was renamed as Bank Of Bengal (2 January
1809).On 15th April 1840, the Bank of Bombay was initiated and on 1st
July 1843, the Bank of Madras was established. The integration of the three
banks resulted in the creation of Imperial Bank of India on 27th
January1921.
Structure and Organization
The Banks Corporate Office is located at Mumbai. Its domestic operational
area is divided into 14 Circles, each with one Local Head Office and a few
Zonal and Regional Offices. The Bank is present not just in the major
metropolises of India but has wide reach in the villages of India. The Bank's
16
top management consists of the Chairman, group executives for National
Banking Group, Corporate Banking Group, International Banking Group
and Associates & Subsidiaries, and four staff functionaries in charge of
finance, credit, human resources & technology management and inspection
& audit.
Transformation in SBI
The SBI has undergone major transformation in the recent years. The bank
has ventured into new areas of business like Pension Funds, General
Insurance, Custodial Services, Private Equity, Mobile Banking, Point Of
Sale, Merchant Acquisition, Advisory Services, and Structured Products etc.
The bank foresees tremendous growth potential in all these areas.
OnlineSBI is regarded as the Internet banking portal for SBI. The portal
offers anywhere, anytime, online access to banking services for SBI’s retail
and corporate customers. OnlineSBI is developed by using advanced
technology and tools. The infrastructure is robust and supports secure access
to banking services for more than 13,000 branches across India.
OnlineSBI is made for all the customers who have an account at an internet
enabled branch of SBI. Customers with account with internet enabled branch
require to get registered for the Internet banking service with the branch. In
17
case the customer’s branch is not internet enabled, he can transfer his
existing account from his branch to an OnlineSBI branch.
In order to apply for OnlineSBI Online Banking, customers can visit the site
at “http://www.onlinesbi.com” and download the application form for
Online Banking. The form can also be obtained from the branch.
The User Id & Passwords for login to the OnlineSBI will be sent to the
registered address of customer with the Bank. Customer should ensure that
his current address is updated in the Bank’s record. It is suggested that new
customers should completely read the general information page so that they
will get the idea of using the various banking services online. It is very easy
to conduct all the banking transactions online. It is useful for those who are
unfamiliar with online banking service.
19
6 Payment of all kind of utility bills like Telephone bill payment. Credit
card payment LIC premium payment, Mutual f\Fund Payment, Electricity
bill payment Mobile bill payments etc listed on the site.
7 Booking of Railway and Air tickets online
8. Payments of Taxes viz Direct and indirect tax.
9. Transfer of money to any VISA Debit or Credit Card.
10 Online trading of shares by using 3 in 1 accounts.
20
2. CORPORATE BANKING:-
The OnlineSBI corporate banking application provides features to
administer and manage corporate accounts online. The corporate module
provides roles such as Regulator, Admin, Uploader, Transaction Maker,
Authorizer, and Auditor. These roles have access to the following functions:
Manage users, define rights and transaction rules on corporate accounts.
Access accounts in several branches with a single sign-on mechanism
Upload files to make bulk transactions to third parties, supplier, vendor and
tax collection authorities.
Use online transactional features such as fund transfer to own accounts, third
party payments, and draft issues
Make bill payments over the Internet.
Authorize, modify, reschedule and cancel transactions, based on rights
assigned to the user
Generate account statement
Enquire on transaction details or current balance
2) SBI e-tax:-
You can pay your taxes online through SBI E-Tax. This facility enables you
to pay TDS, Income tax, Indirect tax, Corporation tax, Wealth tax, Estate
Duty and Fringe Benefits tax. Click the e-Tax link in the home page. You
are displayed a page with two links Direct Tax and Indirect Tax.
Click the Direct Tax link. You will be redirected to the NSDL site where
you can select an online challan based on the tax you wish to pay. Provide
the PAN, name and address, assessment year, nature of payment and bank
name. On selecting the bank name as SBI and submitting the form, you will
be redirected to the Internet Banking site. After submitting the respective ID
and password, you can select your account for making payment of taxes.
After payment is successful you can print the E-Receipt for the payment.
The E-receipt can be printed at a later date also and the same can be
retrieved from: Enquiries > Find Transactions > Status Enquiries > Click on
23
the respective transaction to print the tax receipt.
The Indirect Tax link is used to make Central Excise and Service Tax
payments to Central Board of Excise and Customs. The online payment
feature facilitates anytime, anywhere payment and an instant E-Receipt is
generated once the transaction is complete. The Indirect Tax payment
facility is available to Registered Central Excise/Service Tax Assessee who
possesses the 15 digit PAN based Assessee Code. You can make CBEC
payments using the Indirect Taxes link available in the Payments/Transfers
tab. You need to provide your Assessee code as registered with CBEC and
select the minor heads towards which you intend to pay tax. Select the
appropriate tax type and enter the tax amount. Select an account for debiting
the total tax amount. You can use any of your transaction accounts to make
the payment. If a payment is successful, CBEC provides a link to generate
an E-Receipt for the payment.
3) Bill payment:
A simple and convenient service for viewing and paying your bills online.
Using the bill payment you can view and Pay various bills online, directly
from your SBI account. You can pay telephone, electricity, insurance, credit
cards and other bills from the comfort of your house or office, 24 hours a
day, 365 days a year. Simply logon to https://www.onlinesbi.com/ with your
credentials and register the biller to which you want to pay, with all the bill
details. Once the bill is uploaded by the biller, you can make payment
online. You can see 'how do i' to learn the steps for using the facility.
24
4) RTGS/NEFT:-
You can transfer money from your State Bank account to accounts in
other banks using the RTGS/NEFT service. The RTGS system facilitates
transfer of funds from accounts in one bank to another on a "real time" and
on "gross settlement" basis. This system is the fastest possible interbank
money transfer facility available through secure banking channels in India.
RTGS transaction requests will be sent to RBI immediately during working
hours post working hours requests are registered and sent to RBI on next
working day. You can also schedule a transaction for a future date. You can
transfer an amount of Rs.1 lac and above using RTGS system.
National Electronic Funds Transfer (NEFT) facilitates transfer of funds to
the credit account with the other participating bank. RBI acts as the service
provider and transfers the credit to the other bank's account.
5) eZtrade@sbi
State Bank of India (SBI) in alliance with Motilal Oswal Securities Limited
and SBI Caps Securities Limited (SSL) now introduces you to
'eZtrade@sbi', a State-of-the-Art online trading platform predominantly to
cater to every trading need (presently available to Indian Residents Only)
and offers a truly world class experience of online investing - anyplace,
anytime. This service provides you with a 3-in-1 account which is an
integrated platform of Bank Account, Demat Account and an Online Trading
Account to give you a convenient and paper free trading experience under
one roof. We provide online trading of shares of Companies listed on BSE
and NSE. eZtrade@sbi will let you trade from the comfort of your home or
office through the Internet. Buying and selling of shares is now just a click
25
away. So go ahead and enjoy your fast, easy and hassle-free online
shares/securities trading experience with India's Largest Bank.
6) E-payment:-
You can pay your insurance premium, mobile phone bills and also you can
purchase mutual fund units by coming from the biller’s website and
selecting state bank of India in the payment option.
LIC PREMIUM: For paying premium of LIC policy logon to premium is
due select State Bank of India in the make payment option.
SBI Mutual FUND: You can invest in the SBI Mutual Fund schemes
online. Logon towww.sbi mf.com and select the scheme in which you want
to make investment in the payment option select State Bank of India.
CCAVENUES: Enjoy shopping at the CCAvenue Shopping Mall and
purchase from a wide variety of products and services through CCAvenue
Certified Vendors. Make payments for your purchases using your Internet
enabled SBI accounts.
7) Fund transfer:-
The Funds Transfer facility enables you to transfer funds within your
accounts in the same branch or other branches. You can transfer aggregating
Rs.1 lac per day to own accounts in the same branch and other branches. To
make a funds transfer, you should be an active Internet Banking user with
transaction rights. Funds transfer to PPF account is restricted to the same
branch.
26
Just log on to retail section of the Internet Banking site with your credentials
and select the Funds Transfer link under Payments/Transfers tab. You can
see all your online debit and credit accounts. Select the debit account from
which you wish to transfer funds and the credit account into which the
amount is to be credited. Enter the amount and remarks. The remarks will be
displayed in your accounts statement for this transaction. You will be
displayed the last five funds transfer operations on your accounts. On
confirming the transaction, you will be displayed a confirmation page with
the details of the transaction and the option to submit or cancel the funds
transfer request. A reference number will be generated for your record.
27
9) Demand Draft :-
The Internet Banking application enables you to register demand drafts
requests online. You can get a demand draft from any of your Accounts
(Savings Bank, Current Account, Cash Credit or Overdraft). You can set
limits for demand drafts issued from your accounts or use the bank specified
limit for demand drafts.
You can opt to collect the draft in person at your branch, quoting a
reference to the transaction. A printed advice can also be obtained from the
site for your record.
28
book; enter the number of cheque leaves required and the mode of delivery.
Then, submit the same.
Deposit accounts of Residents, NRO and NRE types. Just log on to retail
section of the Internet Banking site with your credentials and select the New
Account link under Requests tab. You can see all types of accounts. Select
the account and account type you wish to open and submit the same. Then,
you need to select the branch and enter the initial amount to open the
account. You can select any of your accounts for debiting the initial amount.
Then, submit the transaction. Your new account opening request will be
processed by the branch.
29
number of records displayed in each page of the statement. The options are
25, 50, 75, 100 and ALL.
15) Donation:-
You can make donation to religious and charitable institution by using
Internet Banking of SBI. Simply log on to http://www.onlinesbi.com/ with
your credentials and go to Payment and transfer and click on make donation
30
link. After selecting the debit account select the religious/charitable
institution whom you want to offer donation. After successful payment you
can print an E-receipt for the donation made
31
CHAPTER 3
SWOC ANALYSIS
&
TERMS OF SERVICE OF
ONLINE BANKING
32
STRENGTHS:-
• Greater reach to customers
• Quicker time to market
• Ability to introduce new products and services quickly and successfully
• Ability to understand its customers’ needs
• Customers are given access to information easily across any location
• Greater customer loyalty
• Easy online application for all accounts, including personal loans and
mortgage
• 24 hours account access
• Quality customer service with personal attention
WEAKNESSES:-
• Lack of awareness among the existing customers regarding internet
banking
• Obsolesce of technology take place very soon specially in terms of
security on internet.
• Procedure for applying for id and password for using services related to
internet banking takes time.
• Lack of knowledge is found regarding internet banking in employees of
SBI
• Implementation of newer technology is little bit complicated
• Employees needs training to obtain knowledge regarding I-banking
33
OPPORTUNITIES:-
• Approximately 95% of customers are not using internet banking.
• Core competency can be achieved in terms of banking if focus is made
on awareness of internet banking
• Can become 1st virtual bank of India.
• Concentration of various services should be made using internet banking
CHALLENGES:-
• Maintaining Business Edge over competitors in the context of sameness
in IT infrastructure
• Multiple vendor support is necessary for working of highly complex
technology
• Maintaining secured IT infrastructure for business operations
• Alternative must be there in case of failure of system
1. You should register for ‘OnlineSBI’ with the branch where you maintain the
account.
2. If you maintain accounts at more than one branch, you need to register at
each branch separately.
34
4. We invite you to visit your account on the site frequently for transacting
business or viewing account balances. If you believe that any information
relating to your account has a discrepancy, please bring it to the notice of the
branch by e-mail or letter.
6. All accounts at the branch whether or not listed in the registration form, will
be available on the ‘OnlineSBI’. However the applicant has the option to
selectively view the accounts on the ‘OnlineSBI’.
3.2 SECURITY:
1. The Branch where the customer maintains his account will assign:
a) User-id &
b) Password
2. The User-id and Password given by the branch must be replaced by User
Name and Password of customer’s choice at the time of first log-on. This is
mandatory.
3. Bank will make reasonable use of available technology to ensure security and
to prevent unauthorized access to any of these services. The ‘OnlineSBI’
service is VERISIGN certified which guarantees, that it is a secure site. It
means that
35
• You are dealing with SBI at that moment.
4. These together with access control methods designed on the site would
afford a high level of security to the transactions you conduct.
1. All requests received from customers are logged for backend fulfillment and
are effective from the time they are recorded at the branch.
3. The OnlineSBI service cannot be claimed as a right. The bank may also
convert this into a discretionary service anytime.
36
4. Dispute between the customer and the Bank in this service is subject to the
jurisdiction of the courts in the Republic of India and governed by the laws
prevailing in India.
5. The Bank reserves the right to modify the services offered or the Terms of
service of ‘OnlineSBI’. The changes will be notified to the customers
through a notification on the Site.
3. The customer will not attempt or permit others to attempt accessing the
‘OnlineSBI’ through any unlawful means.
37
2. The customer is free to choose a password of his own for OnlineSBI services.
As a precaution a password that in is generic nature, guessable or inferable
personal data such as name, address, telephone member, driving license,
date of birth etc. is best avoided. Similarly it is a good practice to commit the
password to memory rather than writing it down somewhere.
3. It may not be safe to leave the computer unattended during a valid session.
This might give access to your account information to others.
CREDIT RISK: Credit risk is the risk to earnings or capital arising from
an obligator's failure to meet the terms of any contract with the bank or
otherwise to perform as agreed. Credit risk is found in all activities where
success depends on counterparty, issuer, or borrower performance. It arises
any time bank funds are extended, committed , invested or otherwise
exposed through actual or implied contractual agreements , whether on or
off the bank’s balance sheet.
38
need for managers to maintain appropriate asset/liability management
systems, including the ability to react quickly to changing market conditions.
PRICE RISK: Price risk is the risk to earnings or capital arising from
changes in the value of traded portfolio of financial instruments. The risk
arises from market making, dealing and position taking in interest rate,
foreign exchange, equity and commodities markets. Banks may have
exposed to price risk if they create or expand deposit brokering, loan sales,
or securitization programme as a result of Internet banking activities.
Appropriate management systems should be maintained to monitor,
measures, and manage price risk if assets are activity traded.
39
currency they prefer to use in each rollover period. Foreign exchange risk
can be intensified by political, social or economic development. Appropriate
systems should be developed if bank engage in these activities.
40
COMPLIANCE RISK: Compliance risk is the risk to earning or capital
violations of, or nonconformance with, laws, rules, regulations, prescribed
practices, or ethical standards. Compliance risk is also arises in situations
where the laws or rules governing certain bank products or activities of the
bank’s clients may be ambiguous or untested. Compliance risk exposes the
institution to fines, civil money penalties, payment of damages, and the
voiding of contracts.
41
3.7 TYPES OF SECURITY THREATS IN ONLINE
BANKING:
Banks and service providers require guarding against various types of online
attacks. The purpose of an attack may vary. In operating systems of
particular kind, attackers may try to exploit know vulnerabilities.
During a short time frame, they also may try to make an unauthorized entry
into a Web site repeatedly thus denying service to other customers.
42
Hijacking - Attempting to deduce information from them there by
intercepting transmissions. Internet traffic is particularly susceptible to this
threat.
Fake e-mails:
Fake e-mails Email send from fraudulent bank Verify the personal
information Guide customer enter the fraud link. Disclosing their ATM card
numbers and their passwords
43
CHAPTER 4
DATA ANALYSIS
&
INTERPRETATION
44
1) Use of internet banking
Yes 65% No 35%
70
60
65%
50
40
yes
30
35% no
20
10
0
users of E-banking
80
70
60
70%
50
40 yes
30 no
30%
20
10
0
yes no
45
3) No. of user of the banks
ICICI 20%
SBI 30%
SBH 20%
AXIS 10%
UNION 8%
HDFC 12%
35
30
30
25 icici
20 20 sbi
20
sbh
15 axis
12
10 union
10 8
Hdfc
5
Interpretation:
It is found that about 30% people use SBI, 20% people use ICICI & Sbh
bank, 12% people use Hdfc bank, 10% people use Axis & 8% people use
Union bank
46
4) Do you use the following facility provided by the bank
Facility Frequency %
Phone banking 1 2%
Mobile banking 2 4%
Net banking 23 46%
Electronic fund transfer 1 2%
Atm 23 46%
Total 50 100%
50 46
45
40
35 phone banking
30 mobile banking
25
net banking
20
electronic fund tr ansfer
15
atm
10
4 4
5 2 2
0
facility
Interpretation:
From the above table it is found that majority of (46%) respondents are
using the facility of net banking& ATM followed by (4%) are using mobile
banking
47
5) From where you heard about net banking for the 1st time
Source Frequency %
Friend 20 40%
Relatives 8 16%
Magazines 3 6%
Leaflets of the company 2 4%
Bank employee 3 6%
Internet 5 10%
45
40
40
35
friend
30
bank employee
25 relatives
20 magazines
16
leaflets of company
15
10 internet
10
6 6
4
5
Interpretation:
From the above table it is found that majority of (40%) respondents are
heard about net banking first time from friends followed by (16%) are heard from
their relatives.
48
6) How did you learn to use of net banking
Learn from frequency %
Self 17 34%
From website of bank 5 10%
Friend 21 42%
total 50 100%
45 42
40
34
35
30
self
25
friend
20
14 from website of bank
15
10 from staff of ba nk
10
Interpretation:
From the above table it is found that majority of (42%) respondents are learn
to use net banking from their friends followed by (34%) are learn to use self
(14%) are learn from bank staff and (10%) are learn from website of bank.
49
7) Reason due to you started using net banking
Reasons Frequency %
IT saves time 21 42%
IT is safe & secure 6 12%
I can use IT any where 15 30%
I don’t have time to 8 16%
go to bank
Total 50 100%
45 42
40
35 IT saves time
30
30
IT is safe % secure
25
Interpretation:
From the above table it is found that majority of (42%) respondents are
started to use net banking because it saves time followed by (30%) are
started because it saves time (16%) are stared because respondents don’t
have time to go to the bank and (12%) are stared because it is safe & secure.
50
8) Internet users in India by occupation
Senior executive: 22%
Junior executive: 22%
Student: 20%
Self-employed: 10%
Businessman/industrialist: 03%
Small businessman/traders: 03%
Housewife: 02%
Other: 18%.
25
20 senior executives
junior executives
22%
20% student
15 18%
22% self employed
businessmen/industrialist
10 small businessmes
10% housewife
5 other
3% 3%
2%
0
51
9) The time you are using internet
Age Less than a month 1-6 months 6-12 months
18-25 3 2 12
26-35 0 0 15
36-45 0 3 0
46-60 0 2 8
60+ 1 3 0
18
16
14
12
10 6-12 month
8 1-6 month
0
18-25 26-35 36-45 46-60 60+
Interpretation:
From the above interpretatio n we can say t hat all the
young er have be en using internet since last one year but age group
between 36-45, 46-60 and 61and above have s t arted us ing internet
in recent. Finall y we can the age group between 26-35 are the
maximum users of the internet
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10) No. of people having internet
Age Own internet Don’t have internet
18-25 27 3
26-35 51 1
36-45 20 2
46-60 8 4
60+ 1 3
1
3 2
4
51
27 20
8
1
0
age 18-25 26-35 36-45 46-60 60+
own internet don’t have internet
Interpretation: From the above interpretation we can say that age group
between 18-25 27% people have own internet while % who don’ t have
own int ern et i s 3 %, s imi larl y % between 26-35 51% people have
own internet while 1% don’t have own internet, 36-45 20% people have own
internet while 2% don’t have own internet, 46-60 8% people have own
internet while 4% don’t have own internet, 61and above 1 % people have
own internet, 3%don’t have own internet. Finally we can see that age group
26-35 own maximum % of internet.
53
CHAPTER 5
SUGGESTIONS
&
RECOMMENDATION
54
RECOMMENDATIONS & SUGGESTIONS
Advertising is not appropriate, as many people are not aware of internet
banking Therefore Hoarding and Boards should be displayed at various
prime locations in the city.
Timely payment of salary and Promotion of employees will boost their
morale.
All the complaints of Customer should be deal in proper manner because
it is the customer who will give good or bad mouth about bank services.
Non maintenance & other charges which are very high as compared to
other Banks should be reduced.
Existing customer should always be informed about the new product.
Regular connected with customer.
Proper training of Bank staff to give impressive presentation.
55
CHAPTER 6
CONCLUSION
56
CONCLUSION
Studying the project I came to know that Internet banking is clearly the
way forward for the State Bank of India. It provides comfort to customers at
the same time it provides cost cutting to SBI by eliminating physical
documentation. Internet banking saves time of bank as well as those of
customers.
Study states that internet banking provides greater reach to customers.
Feedback can be obtained easily as internet is virtual in nature. Customer
loyalty can be gain. Personal attention can be given by bank to customer also
quality service can be served. Bank should know that No system is perfect,
however a system of such a type will need to be very secure. This is a
system which holds account details and customers wealth. If such a system
was not trusted and not reliable, then SBI would face serious laws and would
lose business.
57
BIBLIOGRAPHY
Books:-
Websites:-
www.statebankofindia.com
www.onlinesbi.com
www.weikipedia.com
www.eHow.com
www.Indiatimes.com
58
Annexure
Age:
profession:
Yes No
59
5. Which type of service mostly you use?
a. Balance and transaction history search
b. Transfer fund online
c. Card to card fund transfer
d. Open FD
e. Lock / activate debit cards /ATM
f. Request a cheque book
g. Stop payment
h. Railway pass / ticket
i. Shopping
j. Share payment
60
8. from where you heard about net banking for the 1st time
a. Friend
b. Relatives
c. Magazine
d. Leaflets of the company
e. Bank employee
f. Internet
a. Self
b. From website of bank
c. From staff of bank
d. Friend
a. IT saves time
b. IT is safe & secure
c. I can use IT any where
d. I don’t have time to go to bank
61
12. Are you satisfied with the using of E-banking?
a. Yes
b No
a. Yes
b. No
14. Are you aware of the benefits of net banking which are
available?
(a) Yes
(b) No
Suggestion:
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Questionnaire: (For bank manager)
1. Name:
Age:
Post:
63