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CHAPTER 1

INTRODUCTION OF PROJECT

E-BANKING
Internet Banking System is a system that has been developed in order to help
clients with the daily day-to-day transactions. Internet banking systems
means that clients can now do banking at the leisure of their homes.
Also known as online banking, the system allows both transactional and
non-transactional features.
Online banking or internet banking allows customers to conduct financial
transactions on a secure website operated by the retail or virtual bank

DEFINATION
The use of computers to carry out banking transactions such as withdrawals
through cash dispensers or transfer of funds at point of sale

MEANING OF E-BANKING
1

Electronic banking is an umbrella term for the process by which a


customer may perform banking transactions electronically without
visiting a brick-and-mortar institution. The following terms all refer to
one form or another of electronic banking: personal computer (PC)
banking, Internet banking, virtual banking, online banking, home
banking, remote electronic banking, and phone banking. PC banking and
Internet or online banking is the most frequently used designations. It
should be noted, however, that the terms used to describe the various
types of electronic banking are often used interchangeably.

E-banking nowadays is the common trend here in our country. No more


falling in line in banks, no more waiting tons of hours in the bank, no more
days and weeks of waiting. All can be done with one card, one gadget. Its
easy, it works, and most importantly, people like it. But still, some people
are having a hard time using this kind of technology mostly people who are
used to do things the old traditional way. With the use of advertising, people
are now motivated to use E-banking because again, it eliminates the hassle
encountered when using the old process of banking.
The advancement of electronic banking or commonly known as e-banking,
began with the use of automatic teller machines (ATMs) and has included
telephone banking, Direct bill payment, electronic fund transfer, online
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banking and other electronic transactions. For many people, they believe that
the e-banking will go to the direction of mobile banking. Also, some people
believe that online banking will be the most popular method in the future. In
order for users/customers to use their banks online services, they need to
introcomputers will be their assistant who will assist them in their
transactions and services. Examples of those transactions are paying bills,
attaining information about accounts and loans, and etc. In addition, those
transactions offered by different banks are continuously changing and are
being improved because of some banks wants to attain competitive
advantage with other banks.
The banking industry should always adapt to the new technology today and
basically make the necessary adjustments to gain competitive advantage
with other competing banks. Electronic banking is sometimes defined as the
provision of retail and small value banking products and services through
electronic channels either through mobile devices, Automated Teller
Machines, or even the internet. It is also often used to describe processes in
which customers can perform banking transactions without visiting a
physical institution e-banking made an auspicious debut when automated
teller machines (ATMs) were introduced it revolutionizing how we viewed
the usual, brick-and-mortar bank structure. Today, ATMs have become a
common customer delivery channel that is mainly in urban centers and
sometimes even in the countryside. Aside from ATMs, other innovations
have taken place such as phone and internet banking which again provide
customers the ability to access banking services from various locations and
at a 24-hour by 7- days basis. With these developments, customers are able
to enjoy the many conveniences and lower costs that are offered by the said
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innovations. However, it can be seen that the poor and low-income segment
is still underserved or do not fully enjoy the benefits of such innovations.
For example, ATMs have a nationwide presence but there is a concentration
in urban areas, which are not easily accessible to those residing in the
countryside. In addition, ATMs would require that you have a bank issued
ATM card. The banks that typically issue ATM cards are the larger banks
with which poor and low income individuals do not transact. The smaller
banks like rural banks do not yet have the vast ATM networks as the bigger
banks. Another example is internet banking services, which has significantly
increased convenience for clients, as they are able to perform certain
transactions without leaving their home or workplace. However, this service
is available only to those who have internet connection or are, at the very
least, computer literate. In the same manner as ATM services, the poor and
low-income clients will not be able to fully enjoy the benefits of this service.

ADVANTAGES OF ONLINE BANKING


4

Very convenient. Online banking is a totally easy thing to do. In the


comfort of your home or offices, you can do whatever monetary
transactions you wish to do with your bank.
Unlimited service day and night. The services and various features
of your bank are always available seven days a week and 24 hours
daily. The most interesting thing here is that, everything can happen at
just one click of your mouse.
No time constraint. Online banking is also stress free because it
never closes unlike the traditional banking that has cut-off time.
Easy to access via PC. Using your personal computer, you can easily
do various transactions with your bank in view of your business or
any other personal or financial matters.
Smart. Online banking is also ubiquitous or simply put smart. This
enables you to do troubleshooting regarding any problem that may
arise from your business.
Higher interest rate. Another great advantage of online banking is
the interest rates which basically range between 5% to 3.40%
annually. Unlike the traditional banking, online banking can earn you
a better interest or return of investment both in your savings and
checking account.
Easy transaction. Another advantage is the speed of every
transaction. Online transactions, compared to ATM or traditional
banking, works faster. Thus business matters could benefit so much
from this speed feature.
DISADVANTAGES OF ONLINE BANKING:-

First is the slow processing from the moment you entered a financial
transaction with your bank via the computer. Usually the bank will
require you to submit certain documents like an identification card,
signature and the like. Not only will the bank online require you to
submit documents but also to provide special power of attorney in
cases where you want to do transactions together with your spouse. A
concrete example is when you want to manage all your wealth and
resources together as a couple and you wish to view it online. Certain
technical procedures regarding online banking may be taxing too and
complicated.
Another disadvantage is the so-called learning curve. This means,
banking online especially in locating the sites may be complicated and
hard to find.
Another disadvantage is bank site changes. If this occurs, the bank
will require you to re-enter all your information again and other
related data.
Finally is the trust aspect. Online banking should be entered very carefully
if you wish to enjoy your financial life

BENEFITS OF E-BANKING
For Banks:
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Price:
In the long run a bank can save on money by not paying for tellers or
for managing branches. Plus, it's cheaper to make transactions over
the Internet.
Customer Base:
The Internet allows banks to reach a whole new market- and a well off
one too, because there are no geographic boundaries with the Internet.
The Internet also provides a level playing field for small banks who
want to add to their customer base.
Efficiency:
Banks can become more efficient than they already are by providing
Internet access for their customers. The Internet provides the bank
with an almost paper less system.
Customer Service and Satisfaction:
Banking on the Internet not only allows the customer to have a full
range of services available to them but it also allows them some
services not offered at any of the branches. The person does not have
to go to a branch where that service may or may not be offer. A person
can print of information, forms, and applications via the Internet and
be able to search for information efficiently instead of waiting in line
and asking a teller. With more better and faster options a bank will
surely be able to create better customer relations and satisfaction.
Image:
A bank seems more state of the art to a customer if they offer Internet
access. A person may not want to use Internet banking but having the
service available gives a person the feeling that their bank is on the
cutting image
For Customers:
7

Bill Pay:
Bill Pay is a service offered through Internet banking that allows the
customer to set up bill payments to just about anyone. Customer can
select the person or company whom he wants to make a payment and
Bill Pay will withdraw the money from his account and send the
payee a paper check or an electronic payment
Other Important Facilities:
E- Banking gives customer the control over nearly every aspect of
managing his bank accounts. Besides the Customers can, Buy and Sell
Securities, Check Stock Market Information, Check Currency Rates,
Check Balances, See which checks are cleared, Transfer Money, View
Transaction History and avoid going to an actual bank. The best
benefit is that Internet banking is free. At many banks the customer
doesn't have to maintain a required minimum balance. The second big
benefit is better interest rates for the customer.

THESE UNIQUE E-BANKING CHARACTERISTICS INCLUDE:


Speed of technological change,
Changing customer expectations,
Increased visibility of publicly accessible networks (e.g., the Internet),
Less face-to-face interaction with financial institution customers,
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Need to integrate e-banking with the institutions legacy computer


systems,
Dependence on third parties for necessary technical expertise,
Proliferation of threats and vulnerabilities in publicly accessible
networks.
E-bank is the electronic bank that provides the financial service for the
individual client by means of Internet Banking Services through Internet:
The Basic Level Service is the banks web sites which disseminate
information on different products and services offered to
customers and members of public in general. It may receive and
reply to customers queries through e-mail
In the next level are Simple Transactional Web sites which allows
customers to submit their instructions, applications for different
services, queries in their account balances, etc. but do not permit
any fund-based transactions on their accounts
The third level of Internet banking service are offered by Fully
Transactional Web sites which allow the customers to operate on
their accounts for transfer of funds, payment of different bills,
subscribing to other products of the bank and to transact purchase
and sale of securities, etc. The above forms of Internet banking
service the customer or by new banks, who deliver banking service
primarily through Internet or other electronic delivery channels as
the value added services. Some of these banks are known as

Virtual banks or Internet only banks and may not have physical
presence in a country despite offering different banking services

Use of e-banking in India last 5 years.

90
80
70
60
50
use in %

40
30
20
10
0
2008

2009

2010

2011

2012

CHAPTER 2
CONTAIN BANK PROFILE

10

The oldest joint stock bank of the country. Allahabad bank was founded on
April 12 1865 by the group of Europeans at the Allahabad. At that juncture
industry, trade and banking stared taking shape in India.
Allahabad Bank which began operations in 1865, has its head-quarters
in Kolkata is the oldest joint stock bank in India. The bank was founded
in Allahabad in 1865 and as of 31 March 2012 now has over 2500 branches
throughout India. The bank has a branch in Hong Kong and a representative
office in Shenzhen.
Allahabad has adopted CBS (Core Banking Service) since 2006 and has
developed 24 hours connectivity with its 2165 branches across the length
and breath of the country. In 143 years of it existence the bank has come a
long way by developing a wide grip over all the corners of India. At present
the Allahabad Bank has 44 Zonal Offices 6 Staff Training Colleges and 3
Staff Training centers for imparting training centers in India.

OUR VISION AND MISSION


Vision

11

To put the Bank on a higher growth path by building a Strong


Customer-base through Talent Management, induction of State-of-theart Technology and through Structural Re-organization.
Mission
To ensure anywhere and anytime banking for the customer with latest
state-of-the-art technology and by developing effective customer
centric relationship and to emerge as a world-class service provider
through efficient utilization of Human Resources and product
innovation.

CHAPTER 3
HISTORY OF ALLAHABAD BANK & E-BANKING
_____________________________________________________
HISTORY OF ALLAHABAD BANK

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The Oldest Joint Stock Bank of the Country, Allahabad Bank was founded
on April 24, 1865 by a group of Europeans at Allahabad. At that juncture
Organized Industry, Trade and Banking started taking shape in India. Thus,
the History of the Bank spread over three Centuries - Nineteenth, Twentieth
and Twenty-First.

April 24 1865

The Bank was founded at the confluence city of Allahabad by a


group of Europeans.

1920

The Bank became a part of P & O Banking Corporation's group

1923

The Head Office of the Bank shifted to Calcutta

1969

Nationalized along with 13 other banks

1989

United Industrial Bank Ltd. merged with Allahabad Bank.

1991

Instituted AllBank Finance Ltd., a wholly owned subsidiary for


Merchant Banking.

2002

The Bank came out with Initial Public Offer (IPO),

2006

The Bank Transcended beyond the National Boundary, opening


Representative Office at Shenzhen, China.

2007 February

The Bank opened its first overseas branch at Hong Kong.

2007 march
Bank's business crossed Rs.1, 00,000 crores mark
HISTORY OF E BANKING
The term online became popular in the late '80s and referred to the use of a
terminal, keyboard and TV (or monitor) to access the banking system using
a phone line. Home banking can also refer to the use of a numeric keypad
to send tones down a phone line with instructions to the bank. Online
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services started in New York in 1981 when four of the citys major banks
offered home banking services using the videotext system. Because of the
commercial failure of videotext these banking services never became
popular except in France where the use of videotext (Minitel) was subsidized
by the telecom provider and the UK, where the Pestle system was used.
The UK's first home online banking services known as Home link was set up
by Bank of Scotland for customers of the Nottingham Building Society
(NBS) in 1983. The system used was based on the UK's Pestle view link
system and used a computer, such as the BBC Micro, or keyboard (Tan data
Td1400) connected to the telephone system and television set. The system
allowed on-line viewing of statements, bank transfers and bill payments. In
order to make bank transfers and bill payments, a written instruction giving
details of the intended recipient had to be sent to the NBS who set the details
up on the Home link system. Typical recipients were gas, electricity and
telephone companies and accounts with other banks. Details of payments to
be made were input into the NBS system by the account holder via Pestle. A
cheque was then sent by NBS to the payee and an advice giving details of
the payment was sent to the account holder. BACS was later used to transfer
the payment directly.
Stanford Federal Credit Union was the first financial institution to offer
online internet banking services to all of its members in October 1994.
Today, many banks are internet only banks. Unlike their predecessors, these
internet only banks do not maintain brick and mortar bank branches. Instead,
they typically differentiate themselves by offering better interest rates and
more extensive online banking features.
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E-BANKING IN INDIA.
The Reserve Bank of India constituted a working group on Internet Banking.
The group divided the internet banking products in India into 3 types based
on the levels of access granted. They are:
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Information Only System:


General purpose information like interest rates, branch location, bank
products and their features, loan and deposit calculations are provided
in the banks website. There exist facilities for downloading various
types of application forms. The communication is normally done
through e-mail. There is no interaction between the customer and
bank's application system. No identification of the customer is done.
Electronic Information Transfer System:
The system provides customer-specific information in the form of
account balances, transaction details, and statement of accounts. The
information is still largely of the 'read only' format. Identification and
authentication of the customer is through password. The information
is fetched from the bank's application system either in batch mode or
off-line. The application systems cannot directly access through the
internet.
Fully Electronic Transactional System:
This system allows bi-directional capabilities. Transactions can be
submitted by the customer for online update. This system requires
high degree of security and control. In this environment, web server
and application systems are linked over secure infrastructure.

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CHAPTER 4
E-BANKING IN ALLAHABAD BANK

17

E-BANKING SERVICE PROVIDED BY ALLAHABAD


BANK

online banking activity


120
100
80
60

usage in %

40
20
0

E-banking does offer many benefits for both banks and their
customers. It is a media that is very helpful for financial transactions.
Starting from the transfer money, pay various bills (electricity, telephone)
E-banking refers to electronic banking. It is like e-business in banking
industry. E-banking is also called as virtual banking or online banking. Ebanking is a result of the growing expectations of banks customers.
E-banking involves information technology based banking. Under this
I.T. system, the banking services are delivered by way of a computercontrolled system.

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Following e-banking services offered bt Allahabad bank


1. E-PAYMENT
2. NATIONAL ELECTRONIC FUNDS TRANSFER (NEFT)
3. RTGS
4. EFT
5. ATM
6. CREDIT CARD
7. DEBIT CARD
8. E-TRADE
9. M-BANKING
10.INTERNET BANKING
11.TELEPHONE BANKING

1. E-PAYMENT :Introduction:
An e-commerce

payment

system facilitates

the

acceptance

of electronic payment for online transactions. Also known as a sample


of Electronic Data Interchange (EDI), e-commerce payment systems have
become increasingly popular due to the widespread use of the internet-based
shopping and banking.
Over the years, credit cards have become one of the most common
forms of payment for e-commerce transactions. In North America almost
90% of online B2C transactions were made with this payment type. Turban
et al. goes on to explain that it would be difficult for an online retailer to
19

operate without supporting credit and debit cards due to their widespread
use. Increased security measures include use of the card verification number
(CVN) which detects fraud by comparing the verification number printed on
the signature strip on the back of the card with the information on file with
the cardholder's issuing bank. Also online merchants have to comply with
stringent

rules

stipulated

by

the

credit

and

debit

card

issuers

(Visa and MasterCard) this means that merchants must have security
protocol and procedures in place to ensure transactions are more secure. This
can also include having a certificate from an authorized certification
authority (CA)who provides PKI(Public-Key infrastructure) for securing
credit and debit card transactions
E-Payment facilitates payment of direct taxes online by taxpayers. To
avail of this facility the taxpayer is required to have a net-banking account
with any of the Authorized Banks.
Electronic payment system - the system of non-cash transactions,
placement of contracts and money transfers between sellers and purchasers,
banks and their clients, with the help of means of electronic communications
using information encoding and its automatic processing

E-payment service offered by Allahabad bank:


Allahabad Bank provides the facility of payment for transactions
executed on internet through different sites. Allahabad Bank will execute
such

transactions

only

for

the

sites

specified

on

its

website

https://www.allbankonline.in and will be responsible for transferring the


amount debited to the applicants account to the Account maintained by the

20

Service Provider however it will not be held responsible for any information
content on any other site.
E-Payment of Taxes:
Allahabad Bank provides the facility of payment of Direct and
Indirect Taxes on internet through NSDL site. Allahabad Bank will execute
the instructions for such transactions coming from the NSDL site and will be
responsible for debiting the applicants/users account and arrange for
depositing the tax and submitting the reports to the concerned Government
Authorities as per the prevailing guidelines. Allahabad Bank may also
provide the facility for e-Payment of other taxes like VAT etc. in future.
Direct debit to the account will be allowed as per e-Payment instructions
received through internet from the applicant/user subject to availability of
sufficient balance in the account of e-Payment applicant/user. The
applicants/users account will be debited for the instructions effected using
the e-Payment facility and Bank will reject the instruction if sufficient
balance is not available in the account. If the balance is insufficient, the
Bank will not remit the fund to the concerned authorities, as applicable,
through its branch and Allahabad bank shall not be held responsible or liable
in any manner whatsoever. The applicant/user shall keep sufficient funds in
its account to successfully meet the required transaction. The challan issued
by such facility will hold good only after realization of fund from the
account. The Challan Identification Number (CIN) will be allotted to the
customers only after realization of fund from the account.
Direct taxes

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Allahabad bank provides the facility to pay direct taxes through


internet.
Eligibility for E-payment of tax is you should be customer of our core
banking solution branch. Registered with the banks corporate/retail
internet banking enable with e-payment of direct tax facility and
should have valid PAN/TAN allotted by the commissioner ate of
income tax.
Service tax
Bank provides the facility to pay sales taxes- Maharashtra through
internet. A customer who is having bank account can pay sales taxes
Maharashtra through net banking at their convenience from anywhere
any time.
Excise and service tax
Bank provides the facility to pay indirect taxes online as tax payers,
customer need to have bank account with Allahabad bank, enabled for
net banking facility with e payment in anyone of core banking
branches.

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2. NATIONAL ELECTRONIC FUNDS TRANSFER (NEFT)


Introduction:
Reserve Bank of India has introduced a system called ' National Electronic
Funds Transfer System (NEFT)' through which funds transfer operation
would take place among member Banks and financial institutions. Our bank
is one of the participants in the above system. Presently over 2400 branches
across the country are enabled to offer NEFT facilities to their customers.
NEFT facility is also being provided to our all the Allahabad bank branches.

Objective:
The objectives of the NEFT System are:
To establish an Electronic Funds Transfer System to facilitate an
efficient, Secure, economical, reliable and expeditious system of funds
transfer and Clearing in the banking sector throughout India, and
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To relieve the stress on the existing paper based funds transfer


and clearing system.

Features & benefits


Customers can remit any amount using NEFT Customer intending to remit
money through NEFT has to furnish the following particulars:
IFSC (Indian Financial System Code) of the beneficiary Bank/Branch
Full account number of the beneficiary
Name of the beneficiary.
The facility is also available through online mode for all internet banking
and mobile banking customers.

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3. RTGS

You can transfer money from your Allahabad 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 RTG 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.

In order to transfer the funds to an account with other bank, kindly ensure
25

that the bank branch of the beneficiary is covered under the RGTS/NEFT
payment system. It is recommended that you choose the Bank/ Branch from
the drop down option provided under the link "Add Interbank beneficiary".

4. ELECTRONIC FUND TRANSFER (EFT)


Electronic funds transfer (EFT) is the electronic exchange, transfer of
money from one account to another, either within a single financial
institution or across multiple institutions, through computer-based systems.
The applicant/user accepts that they will be responsible for keying in the
correct account number for the fund transfer request. In no case, Allahabad
Bank will be held liable for any erroneous transactions incurred arising out
of or relating to the User entering wrong account numbers. The applicant
shall advise its Users including the Account Administrator that they shall not
use or attempt to use Internet Banking/Phone Banking Services for funds
transfer without sufficient funds in the accounts or without pre-existing
arrangement with the Bank for grant of credit facility / overdraft facility. The
Bank will Endeavour to affect such funds transfer transactions received
through Internet Banking / Phone Banking Services provided there is
sufficient funds available in the accounts and Confirmation of Beneficiary
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Registration by the User. Allahabad Bank shall specify from time to time the
limit for carrying out various kinds of funds transfer or any other services
through Internet Banking & Phone Banking. The said facility will be
provided as per conditions specified by Allahabad Bank from time to time. If
funds transfer facility is made available to the user, it may be used for
transfer of funds from user account to his other accounts or to third party
accounts, maintained at Allahabad Bank or at any other Bank which falls
under the network of Reserve Bank of India's Electronic Fund Transfer
system/RTG. Allahabad Bank shall not be liable for any omission in making
all or any of the payments or for late payments due to circumstances beyond
its

reasonable

control

including

non-confirmation

of

Beneficiary

Registration. Allahabad Bank reserves the right to charge the Applicant for
the use of funds transfer by giving due notice on the website about such
charges. In case of accounts where loan/overdraft limits are sanctioned, the
applicant undertakes that all debits made to such accounts through Internet
Banking shall be as per the sanctioned terms and the applicant shall ensure
that no conversion/diversion of funds take place through the loan accounts.
Applicant can make transactions with maximum limits of Rs.2 lakhs per day.
The funds transfer limit per day fixed for an applicant may vary from
applicant to applicant depending on the conduct of their account assessed by
the Bank. Bank may at its discretion change the limit from time to time and
may notify the same.

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5.

ATM

(AUTOMATIC

TELLER

MACHINE)

Introduction
An automatic teller machine (ATM) allows to customer to conduct
their banking transaction from almost every other ATM in the world. ATMs
are electronic machines, which are operated by a customer himself to deposit
or to withdraw cash from bank. For use Allahabad bank ATM, an ATM card
obtains by customer from bank. Allahabad bank ATM provides service round
the clock.
An automated teller machine or automatic teller machine(ATM) is an
electronic computerized telecommunications device that allows a financial
institution's customers to directly use a secure method of communication to
access their bank accounts, order or make cash withdrawals (or cash
advances using a credit card) and check their account balances without the
need for a human bank teller. Many ATMs also allow people to deposit cash
or cheques, transfer money between their bank accounts, top up their mobile
phones' pre-paid accounts or even buy postage stamps. On most modern
28

ATMs, the customer identifies him or herself by inserting a plastic card with
a magnetic stripe or a plastic smartcard with a chip that contains his or her
account number. The customer then verifies their identity by entering a pass
code, often referred to as a PIN (Personal Identification Number) of four or
more digits. Upon successful entry of the PIN, the customer may perform a
transaction. The growth of ATMs has rapidly grown in the public places
around the globe.
ALLAHABAD BANK INTERNATIONAL DEBIT CUM ATM CARD
Allahabad bank the oldest bank in India is offering ATM services to
its customers in 110 cities & town spread all over the country. The ATM
automatic teller machine offer the convenience of banking 24 hours a day, 7
days a week, 365 days a year. Our bank is also a member of VISA & NFS
network thereby enabling our customer to access a wide network of ATM in
India and abroad.
With this card there is no need to carry cash in your wallet and you
need not fear of overspending on your credit card you can now withdraw
cash and make purchases anytime you wish to.
ATM Safety Measures
Confidentiality of PIN is utmost necessity. Neither writes your PIN
anywhere nor discloses to anybody howsoever close he may be to
you. Always memorize the PIN.
Change your ATM PIN frequently.
Stand close to the ATM machine while using ATM so that no one can
peep at your PIN as you enter it.
Taking help from strangers for using the ATM should be avoided.
29

Press the 'Cancel' key and take your card back before moving away
from the ATM.
Transaction slip should be destroyed if of no future use.
Try avoiding using ATM which is situated in isolated location.
On loss of ATM card, report immediately to branch as well as toll free
phone number for blocking the same. The toll free phone number
(1800220363) is available to each ATM site.
In case ATM card get stuck in the ATM, contact the bank immediately.
Be wary of anything about the ATM machine that looks out of the
ordinary, such as odd looking equipments or wire attached to the
device mainly near ATM card slot.
One should check their Bank A/c regularly to make sure that there is
no unusual/ unauthorized transaction.
If you see anything unusual or suspicious around an ATM or if you
find unauthorized ATM transaction on your Bank account,
immediately contact your home branch/ local law enforcement
agency.
Update your current mobile phone number and E-Mail address with
your Branch for getting SMS alert on Credit/Debit to your account
and E-Mail alert for other communications.

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6. CREDIT CARD
Introduction:
Plastic money was a delicious gift to Indian market. Giving respite
from carrying too much cash. Now several new features added to plastic
money to make it more attractive. It works on formula purchase now repay
later. There are different fact of plastic money credit card is synonyms of all.
A credit card is a card or mechanism which enables cardholder to purchase
goods, travel and dine in a hotel without making immediate payment. The
holder can use the card to get credit from bank upto 45 days. The credit card
relieves the customer from the botheration of carrying cash.
The credit card enables the cardholders to:
Purchase any item like clothes, jewelers, 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
Credit card is financial instrument, which can be used more than once to
borrow money or buy products and services on credit. On the basis of their
different kinds like classic, gold, silver. It is a normal card whereby a holder
is able to purchase without having to pay cash immediately.
Credit card offered by Allahabad bank:
The Allahabad Bank offers International Credit Card. The minimum
income eligibility for the Allahabad bank Credit Card for the public
limited employees is sixty thousand for per annum. The minimum income
eligibility for the Allahabad bank Credit Card for self employed is sixty
31

thousand per annum. The minimum income eligibility for the Allahabad
bank Credit Card for the salaried is also sixty thousand per annum
Fees and Charges
the fee for joining for the Allahabad bank credit card is hundred
rupees.
The fee per annum for the Allahabad bank credit card is two fifty
rupees.
There is no fee for add on card, card replacement, photo card and for
renewal.
The transaction fee for cash advance is 2.5 percent on the transaction
amount.
InterestRate
The interest rate for the Allahabad bank credit card is three percent per
month. The maximum credit days are forty days. The effective interest
rate per annum is forty two percent. The minimum payment per month
is ten percent of the total outstanding amount. The interest rate for
cash advance of the Allahabad bank credit card is 2.5 % per month.
If your Allahabad bank Credit Card is lost then it should be report it as early
as possible if not the liability charges of rupees thousand are collected. The
Insurance covered for Allahabad bank credit card are air accident cover and
general accident cover. No insurance are covered for add on card.

32

KISAN CREDIT CARD


This scheme is popularly known as Green Card scheme among the Farmers
& provides hassle free loan to the Farmers on the cheapest rates of interest
for their main activity i.e. Crop Production & also to meet out their personal
& consumption needs to some extent.
Nature:
This account is cash credit in nature & farmers can make transactions
in the account as per their convenience.
Repayment:
The aggregate credit in the account during the 12 month period should
at least be equal to the maximum outstanding in the account and no
drawal in the account shall remain outstanding for more than 12
months.
Rate of interest:
Interest only @7.00% p.a. is charged for the loan limits
Who can be the credit card holder?
The general criteria applied are a persons spending capacity and not merely
his income or wealth. The other criteria are the worthiness of the client and
his average monthly balance. Most of the banks have clear out norms for
giving credit card.
A person who earns a salary of rs.60000/- per annum is eligible for a
card.
A reference from a banker and the employers of the applicant is
insisted upon.
Facilities offered to credit card holder
33

Making purchase / availing of services at any of the member


establishment with 15-45 days credit period.
Cash withdrawal at any of branches of the issuer/ member affiliate of
the issuer to meet emergent requirements.
Add-on facility for family members. The spouse or children are
entitled to use card for making purchases. On behalf of add on
member.
Free credit period ranging from 15 45 days.
ATM facility at selected networks is available in case of emergency.
Wide range of insurance facilities is available which include personal
accident insurance, cover for accidental death, purchase protection
cover against risk of fire, strike, theft etc.
Reward points are offered on every purchase through credit card by
user.
Benefits to credit card holder
Credit card are simple to operate and easy to carry. The holders are
relieved from the risk of carrying cash or cheque book with them.
A card is a convenient method of payment for goods and services. the
holder have the option to purchase goods and services and pay
conveniently at a later date.
Owing to revolving nature of credit, the customer can take advantage
of it as and when he pleases within the overall limit.
Cash can be obtained at any branch of the issuer. The ATM facility is
extended to cardholder who need not stand in queues and spend time
unnecessarily at banks.
Overdraft facility is given to cardholders who are entitled to spend
more than their actual limit.
The purchasing power of cardholder increases to the extent of credit
card.
34

RBI norms on credit cards.


The RBI has issued strict norms on credit card which should be followed by
all credit card issues w.e.f. November, 2005. The norms relate the following:
In case any unsolicited card is issued and activated without the
consent of the recipient and the latter is billed for the same, the issuing
bank/ NBFC should pay a penalty amounting to twice the value of
charges besides reversing the charge forthwith.
The credit card holder may be allowed to surrender their card on
account of any change in credit card charge to their disadvantage.
The norms also stipulate that credit card issuers should not issue
wrong bills to customer. In case a customer protests any bill, the bank
should provide explanation and if necessary, documentary evidence to
the customer concerned within a maximum period of 60 days with a
spirit of amicably redressing the grievances.
The bank should not levy and charge that was not explicit indicated to
the credit card holder at the time of issue of the card without getting
his consent.
The late payment charge, including the method of calculation of such
charge and the number of days should be prominently indicated.
There should be no delay in dispatching bills to customers.

35

7. DEBIT CARD
Debit card may also allow for instant withdrawal of cash, acting as the
ATM card for withdrawing cash and as a cheque guarantee card. A debit card
also known as a bank card or check card is a plastic card that provide an
alternative payment method to cash when making purchases.
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
36

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.
Advantages of Debit Card.
A customer who is not credit worthy and may find difficult or
impossible to obtain a credit card can more easily obtain a debit card,
allowing him/ her to make plastic transactions
Like credit card, debit cards are accepted by merchants with less
identification and scrutiny than personal checks, thereby making
transaction quicker and less intrusive. Unlike personal checks,
merchants generally do not believe that a payment via a debit card
may be later dishonored.
For most transactions, a checks card can be used to avoid checks
writing altogether. Check cards debit funds from the users account on
the spot. Thereby finalizing the transaction at the time of purchase,
and bypassing the requirement to pay a credit card bill at a later date.
Unlike a credit card, which charge higher fees and interest rates when
a cash advance is obtained, a debit card may be used to obtain cash
from an ATM or a PIN- based transaction at no extra charge, other
than a foreign ATM fee.
Disadvantages of the debit card.
Use of a debit card is not usually limited to the existing funds in the
accounts to which it is linked.

37

Many banks are now charging over-limit fees or non-sufficient funds


fees based upon pre-authorization, and even attempted but refused
transactions by the merchant.
Many merchants mistakenly believe that amounts owed can be taken
from a customers account after a debit card number has been
presented, without agreement as to date, payee name, amount and
currency, thus causing penalty fees for overdrafts, over-the-limit,
amounts not available causing further rejections or overdrafts, and
rejected transactions by some banks.
A thief who obtains or clones a debit card along with its PIN may be
able to clean out the consumers bank account, and the customer will
have no recourse credit transaction is equally easy as theft using a
signature-based debit transaction.

8. E-TRADE
At Allahabad bank, it is our constant endeavor to bring to you the
exemplary products and services to serve you better. In todays time, the
equity market offers a range of trading and investment opportunities. To
unlock these opportunities for our customers, we are proud to introduce a
unique 3 in 1 account. With this 3 in 1 proposition saving/ current account
and demat account offered by Allahabad bank will be linked with online
trading
Triple advantages of 3 in 1 account
Allahabad bank integrates the above three accounts under one
Allahabad bank e-trade facility to have a seamless experience for customer
38

while they invest and transact in the stock markets. Given below are few of
the features & benefits customer can avail of.
Features & benefits
Trade on multiple platforms (Online, Mobile and Offline), all at one
go!
Simply log on to Allahabad bank website www.allahabadbank.in click
in AllBank e-Trade. Enter user id and password and start the trading
by lien marketing of funds in bank account for placing a buy order
and allocating the securities marks in customers demat account will be
removed after market hours.
Customers can now have a full control over their funds and can also
make use of the unutilized funds after the trading hours with lien
marking of funds facility.
Customer can select the equity and number of shares he intends to sell
and to that extent the shares get blocked in the demat account
maintained with the bank with DP Lien facility
Convenience of executing instant trade without the hassle of
transferring funds from bank account to trading account and vice
versa
Smart and convenient ways to buy and sell shares through demat
account, basket order, cover order etc.
Quality research and advisory support from aditya Birla money can
help you take informed decision
Call and trade facility at no additional cost to place orders anytime,
anywhere.
Access to the latest corporate news, technical analysis, research news.
Generate/ view/ print account related reports and details
High and multiple level of security ensure security of customer data
and transactions at all times.
39

Competitive brokerage charges

9. MOBILE BANKING
Introduction:
Mobile bankingalso known as M-banking or SMS banking is a term used for
performing

balance

checks,

account

transactions,

payment,

credit

applications and other banking transactions through a mobiledevice such as


a mobile banking services were offered over SMS. With the introductionof
the first primitive samrt phones with WAP support anabling the use of the
mobile web in 1999, the first european banks stared to offer mobile banking
on this platform to their customer.
Mobile banking has until recently(2010) most often been performed via
SMS ot the mobile web. Apples initial success with I phone and the rapid
growth of phones based on googles androidhave led to increasing use of
special client programs, called apps, downloaded to the mobile device.

40

According to this model mobile banking can be said to consist of three interrelated concepts:
Mobile accounting
Mobile brokerage
Mobule financial information services.

Mobile banking offered by Allahabad bank:


Service refers to services offered by Allahabad Bank to its customers on
Mobile Phone which includes facilities such as enquiry about balance in the
Account, details about transactions in the Account(s), request for statement
of Account, enquiry of cheque and any other service as Allahabad Bank may
decide to provide from time to time through SMS. The availability / nonavailability of a particular service shall be communicated to the user through
email, web page of Allahabad Bank or in writing as may be deemed fit by
Allahabad Bank. This facility may be provided by Allahabad Bank directly
or through its associates or its service providers
Mobile banking can offer services such as the followings:

Account information
Mini-statements and checking of account history
Monitoring of term deposits
Access to loan statements
Access to card statements.
Mutual funds/ equity statements.
Insurance policy management.
Pension plan management
41

Status on cheque
Stop payment on cheque
Ordering cheque books.
Balance checking in the accounts.
Recent transaction.
Due date of payment
Blocking of card.
PIN provision, change of PIN and reminder over the internet.

SMS Alerts on Mobile Phones:


SMS Alerts will be sent on mobile number registered with Bank for any
fund transfer to applicants own accounts, other accounts in Allahabad Bank
and to other accounts outside Allahabad Bank as per the limits specified by
the Bank from time to time. The SMS Alerts will also be sent for any on-line
transaction done from accounts. These alerts will be sent to the mobile
number specified by the applicant/user in the application form. However,
Allahabad Bank does not hold the responsibility of these SMS alerts to be
actually delivered to the mobile number or delivery at an odd hour because
the SMS are sent through other service providers whose systems are not
under control of the Bank though we have bound them through service
agreements.
Mobile Banking Safety Measures
Always keep Application password, MPIN, TPIN and User ID
confidential to yourself. Do not save these in mobile phone or write
on paper.
Regularly change Application password, MPIN and TPIN so that it
becomes difficult to compromise.
42

Be careful while downloading applications through Bluetooth or as


MMS attachments. They may contain some harmful software, which
will affect the mobile phone.
Do not allow any unknown person to have access to your
handset/mobile phone or leave the same unattended while using
Mobile Banking Services.
If the mobile phone or SIM is lost, then immediately take action to deregister from mobile banking from home branch i.e. from where
Mobile Banking facility has been availed.
You should de-register for Mobile Banking application if you do not
want not to avail the facility any more.
Ensure that you receive SMS alerts for all debit/credit to your account.
In case of not receiving the SMS alerts, please contact home branch.
If the mobile handset is given for repair, ensure that no confidential
data pertaining to mobile banking is left in the phone.
Note the IMEI (International Mobile Equipment Identity) code of
your cell phone and keep it in a safe place. This helps the owner to get
stolen mobile blocked for further use through mobile operator.
Chain and junk messages should be deleted regularly.
In case of any problem you may write to
customercare@allahabadbank.in.

43

10. INTERNET BANKING


Introduction:
Internet banking does offer many benefits
for both banks and their customers. So the
banks are doing what they can to
encourage customer to try it. Online
banking allows customer to conduct
financial transactions on a secure website
operated by their retail or virtual bank,
credit union or building society. It is a media that is very helpful for financial
transactions. Starting from the transfer money, pay various bills (electricity,
telephone) up to just us are checking our bank balance in to bank. EBanking refers to electronic banking. It is like e-business in banking
industry.
E-banking involves information technology based banking. Under this I.T.
system the banking services are delivered by way of a computer-controlled
system. This system does involve direct interface with the customers.
Internet Banking offered by Allahabad bank.
Internet Banking Service refers to one of the services offered by Allahabad
Bank to its customers on internet through which customer can enquire about
balance in the Account, details about transactions in the Account(s),
download statement of Account, transfer of funds and other service as
Allahabad Bank may decide to provide from time to time through internet.
The availability / non-availability of a particular service shall be
44

communicated to the user through email, web page of Allahabad Bank or in


writing as may be deemed fit by Allahabad Bank. Such Internet Banking
may be provided by Allahabad Bank directly or through its associates or its
service providers.
For the purpose of availing Internet Banking, the Applicant would need to
have legal and valid access to the Internet and Allahabad Bank's Internet
Banking Service. The Applicant shall have the option of choosing the
facilities out of various facilities provided by Allahabad Bank on Internet
Banking. The Internet Banking Service is restricted to banks account
holders only. The information provided to the applicant/user on Internet
Banking is usually updated at regular intervals on Banks website however
there can be some delay in its updating, Consequently, any information
supplied to the applicant / user through Internet Banking will pertain to the
date and time when it was last updated and not as the date and time when it
is supplied to the applicant / user. Allahabad Bank shall not be liable for any
loss that the applicant / user may suffer for delay in its updating or by
relying on or acting on such information. Allahabad Bank may keep the
records of the transactions in any form it wishes. In the event of any dispute,
Allahabad Bank's records shall be binding as the conclusive evidence of the
transactions carried out through Internet Banking. Any request for any
service, which is offered as a part of Internet Banking, shall be binding on
the applicant / user as and when Allahabad Bank receives such a request /
provides services. If any request for a service is such that it cannot be given
effect to unless it is followed up by requisite documentation on part of the
User, Allahabad Bank shall not be required to act on the request until it
receives such documentation from the applicant / user. In case of any request
45

for a service relating to any foreign currency transaction made by the


applicant / user, the exchange rates quoted by Allahabad Bank shall only be
provisional and shall be subject to future variations in the exchange rate. The
rate at which the transaction is given effect to would be the effective rate for
all intents and purposes. The Applicant / user shall ensure that Internet
Banking or any related service is not used by them for any purpose which is
illegal, improper or which is not authorized under these Terms. The Bank,
may from time to time advise required browser settings that are required for
using Internet Banking Services by the user. There will be no obligation on
the part of the Bank to support all the versions of the Internet browsers
available in the market.
Internet banking safety measures
Every Internet Banking user has been provided with User ID, Login
Password and Transaction Password. These three items enable a user
to login to Internet Banking and commit transactions like fund
transfer. So, these should be very confidential to the customer/user
and should never be disclosed to anybody even a person claiming
from Allahabad Bank.
It is customer/user responsibility not to disclose User ID, Login
Password and Transaction Password. So, it is always better to keep
password complex, a mix of alphanumeric & special character, so that
it is difficult to guess by others.
Always maintain different login and transaction passwords so that
compromise of password becomes difficult.
Change your Internet Banking passwords (Login as well as
Transaction) regularly so that there is less chances of guessing of the
same by others.
46

Never click a hyperlink in your email or any link on any website


which directs you to login to Allahabad Banks Internet Banking
website. Most of these links are fictitious which leads to fake website
and aims to get User ID and Password of the customer so that
unauthorized access is made to Internet Banking for siphoning-off
money.
Always type the address of the website in the address bar of the
browser or access it from stored list of favorites.
Do not access any website such as bank website through a link in an
email or through another website.
Always ensure before entering user ID and password that you have
accessed https://www.allbankonline.in for Internet Banking service.
The website can also be accessed through Internet Banking link in
Allahabad

Banks

websites

www.allahbadbank.com

and

www.allahabadbank.in. Beware from phishing websites wherein


pages looks same as in the banks original website but website
addresses are different.
Avoid accessing your Internet Banking account from a cyber cafe or a
public computer as there is risk that some hidden applications
(Spyware like Key loggers) installed on such computer may be
capturing your user ID and passwords. Preferably use virtual keypad
for entering password.
Every time you login to Internet Banking, check the date and time of
last login to ensure that it is you who logged-in that time. In case of
any doubt of somebody else having access your account, first change
the login & transaction

47

11.TELEPHONE BANKING
Meaning

48

Telephone banking is a provided by a financial institution, which allows its


customer to perform transaction over the telephone.
Most telephone banking services use an automated phone answering system
with phone keypad response or voice recognition capability. To guarantee
security, the customer must first authenticate through a numeric or verbal
password or through security question asked by live representative. With the
obvious exception of cash withdrawals and deposits, it offers virtually all the
feature of an automated teller machine: account balance information and list
of latest transactions, electronic bill payment, fund transfer between
customers accounts etc
Usually customers can also speak to a live representative located in a call
centre or a branch, although this features is not always guaranteed to be
offered 24/7. In addition to the self-service transaction listed earlier,
telephone banking representatives are usually trained to do what was
traditionally available only at the branch: loan applications, investment
purchases and redemptions, cheque book orders, debit card replacement,
change of address etc.
Banks which operate mostly or exclusively by telephone are known as
phone banks. They also help modernize the user by using special technology.
The bid advantages of telephone banking are- as we have already
mentioned- the ability to speak to another human being and discuss with
them any issue that may not be mentioned or catered for on the website. In
addition to that speaking to a call centre staff member allows for the
provision of information such as any payments that are waiting to go into

49

customers account or go out. This information is not provided on


customers websites.
Phone Banking (PB)
Service refers to services offered by Allahabad Bank to its customers who
include facilities such as enquiry about balance in the Account, details about
transactions in the Account(s), request for statement of Account, enquiry of
cheque and any other service as Allahabad Bank may decide to provide from
time to time through telecommunication channel. The availability / nonavailability of a particular service shall be communicated to the user through
email, web page of Allahabad Bank or in writing as may be deemed fit by
Allahabad Bank. This facility may be provided by Allahabad Bank directly
or through its associates or its service providers.
Undertaking a host of banking related services including financial
transactions from the convenience of customers chosen place anywhere
across the GLOBE and any time of date and night has now been made
possible by introducing on-line Telebanking services. By dialing the given
Telebanking number through a landline or a mobile from anywhere, the
customer gets the following facilities

Automatic balance voice out for the default account.


Balance inquiry and transaction inquiry in all
Inquiry of all term deposit account
Statement of account by Fax, e-mail or ordinary mail.
Cheque book request
Stop payment which is on-line and instantaneous
Transfer of funds with CBS which is automatic and instantaneous
Utility Bill Payments
Renewal of term deposit which is automatic and instantaneous
50

Voice out of last five transactions

PRIVACY POLICY
51

Allahabad Bank (AB) recognizes the importance of protecting the


confidentiality and security of any personal information obtained from the
visitors of Banks web site. Bank is strongly committed to safeguarding
applicants/users privacy online and has established the following privacy
policy that will apply to applicant/user, as a visitor of the site:
Applicant/user is not required to provide any personal information
on this website unless they choose to do so. By submitting
applicants/users personal information and pressing the 'submit'
button, applicant/user consent to the content of this Privacy Policy
and accept the conditions set out herein;
Allahabad Bank does not sell or rent personal information.
Employees of the Bank will not discuss the business affairs of any
client with any other employee, except on a strict need-to-know
basis
Allahabad Bank does not release client information, except upon a
client's authorization or when permitted or required by law.
Allahabad Bank will not sell applicants/users personal information
to any third parties. Allahabad Bank will only share the
information with such third parties if and to the extent required by
law or for regulatory purposes.
This site may contain links to other sites. Allahabad Bank does not
control the information collection of sites that can be reached
through links from this or any site controlled by Allahabad Bank. If
applicant/user has questions about the data collection procedures or
privacy policy of linked sites, please contact those sites directly.
Allahabad Bank reserves the right to add, amend, revise, or
suspend the privacy policy from time to time.

52

Communications through Electronic means:


Documents sent by electronic delivery will contain all the information as
it appears in the printed hard copy version as prepared and distributed by
the originator, with the possible exception of graphic insertions such as
photographs or logotypes. Electronic delivery may be in the form of an
electronic mail, an attachment to the electronic mail, or in the form of an
available download from the Website. Allahabad Bank would be deemed
to have fulfilled its legal obligation to deliver to the applicant/user any
document if such document is sent via electronic means. Failure to advise
Allahabad Bank of any difficulty in opening a document so delivered
within twenty-four (24) hours after delivery shall serve as an affirmation
regarding the acceptance of the document.
TERMINATION OF IB/SMSB/PB SERVICE:
The applicant/user may request for termination of the IB/SMSB/PB
services at any point of time by 'giving a written notice of at least 15 days
to Allahabad Bank. The termination shall take effect on the completion of
the fifteenth day. The applicant/user will remain responsible for any
transactions/communication made through the IB/SMSB/PB services
until the time of such termination. Allahabad Bank may withdraw or
terminate the IB/SMSB/PB services anytime either entirely or its parts
with reference to a specific service or user; or in case of breach of Terms
by the applicant/user without a prior notice; or if it learns of the death,
bankruptcy or lack of legal capacity of the user. On closure of all
accounts of the applicant/user IB/SMSB/PB Service will be automatically
terminated by the Bank.
53

CHAPTER 5
DATA ANALYSIS
54

1. User of e banking

user of e-banking
yes
no

Currently 65% bank customer aware of e-banking facility

2. Preference to online bill-payment service

online bill payment


yes
no

Majority of the customer are now opt online bill payment. The bank
customer now using online bill payment

3. Preference for online fund transfer


55

online fund transfer


yes
no

Only few customers using online fund transfer.

4. Satisfied customer

satisfied customer
yes
no

CHAPTER 6
56

FINDINGS

1. In the users ratio of internet banking 80% of customer are using this
service
2. The services that are mostly used by maximum customer are
transaction, bill payment, shopping etc
3. The mode of transaction that a customer used more oftenly is through
cash. Cheque, & e-banking
4. Customer is fully satisfied with e-banking service offered by
Allahabad bank

CHAPTER 7
RECOMMENDATION & SUGGESTIONS

57

1. More stress should be given on security concern on internet


There are some people who are into unethical practices
of hacking of accounts of customers. This is nothing but
the breach in the security of the SBI on internet. There should become
measures in order to prevent such practices. IT structure should be
unbreakable.
2. Update information on bank website
Bank employee should update their bank website time to time. It help to
customer or employees also to get latest information or event of bank .
3. Training & awareness among employees
It is recommended that Allahabad bank should conduct various training
programs for employees so that they will ger aware with the terms of ebanking

CHAPTER 8
CONCLUSION

58

Studying the project we came to know 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.
It provides comfort to customers at the same time it provides cost
cutting to Allahabad bank by eliminating physical documentation.
Internet banking saves time of bank as well as those of customers.
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.

CHAPTER 9
BIBLIOGRAPHY

59

https://www.allbankonline.in/
https://www.allahabadbank.in/english/Internet_Banking.aspx
en.wikipedia.org/wiki/Online_banking.in
http://en.wikipedia.org/wiki/Online_banking
www.dhingana.com/.../allahabad-bank-internet-

banking...allahabad-/226.com
http://myiris.com/cards/scheme.php?
ati=International&bran=India+Card&cat=CREDIT&fc=ALLBANK&
typ=Master.
https://www.allbankonline.in/.

CHAPTER 10
ANNEXURE

Questionnaire for customer


60

Personal details
Name

Date of birth

: ____\ ____\ ____

Gender

: Male

Female

Level of education attained:


High School
PhD

Bachelor

Masters

Are you currently employed?


Yes

No

_____________________________________________________________
1. What were your reasons for choosing online banking?
Convenient
service

to save time

24 hr

2. How often do you use online banking?


Daily

weekly

monthly

Never
3. How long have you been using the WWW?
Less than 1 month
months

1 to 6 months

7 to 12

More than 1 year


4. How frequently do you use telephone banking services per month
(for example, balance Inquiry, fund transfer between accounts)?
Never

1 to 4 times

5 to 8 times
61

9 to 12 times

over 12 times

5. How frequently do you visit your bank branch per month?


Never

1 to 4 times

9 to 12 times

over 12 times

5 to 8 times

6. How frequently do you use an Automated Teller Machine (ATM)


per month?
Never

1 to 4 times

9 to 12 times

over 12 times

5 to 8 times

7. What is the main reason that you typically visit your bank branch
(please choose the single most important reason)?
Make a deposit
Investment advice
inquiry Cash withdrawal
other

Balance

8. Have you purchased any product through WWW?


Yes

No

9. Approximately how many times have you purchased any product


through the Internet in the last 12 months?
Never
9 to 12 times

1 to 4 times
over 12 times

5 to 8 times

10.I am willing to provide credit card and purchase information


through telephone.
Strongly Agree
Disagree

Agree

Neutral

Strongly Disagree
62

11.I am willing to provide credit card and purchase information


through fax.
Strongly Agree
Disagree

Agree
Neutral
Strongly Disagree

12.I am willing to provide credit card and purchase information


through WWW/e-mail.
Strongly Agree
Disagree

Agree
Strongly Disagree

Neutral

13.I am willing to provide credit card and purchase information over


the Internet when this information is encrypted.
Strongly Agree
Disagree

Agree
Strongly Disagree

Neutral

14.I am willing to provide credit card information and personal


information over the Internet to a Web vendor who is well known
and reliable
Strongly Agree
Disagree

Agree
Neutral
Strongly Disagree

15.In the past five years, other than for geographical relocation, how
many times have you switched to a different bank?
Never
Over 8 times

1 to 4 times

5 to 8 times

16.Do you have a bank account for which you interact with your
bank mostly through a WWW browser?
Yes

No

63

17.What banking services do you use which your Internet bank


offers? (Please check all you Are currently using)
Seeking product and rate information
Calculate loan payment information
Download loan applications
Download personal bank transaction activity
Check balances on-line
Apply for consumer loans or credit cards online
Inter-account transfers
On-line bill payments

18. What is the percentage of your household monthly income you


deposit to your Internet bank account?
__________ %

Dont Know

Not Applicable

19.What was the single most important reason that you chose this
particular bank as your Internet bank? (please choose one)
I have a traditional bank account with the same bank
The brand name of the bank
The excellent service offered by this bank

These questions were asked if the respondent answered "No" to having


an Internet bank account.
64

20.What are the main reasons that you have not opened an Internet
bank account yet? (check all that apply)
Under age
never heard of Internet banking
Concerned about security
Don't see any real value in having this type of account
Too new. I would like to see how it works, and then I may open an
account
Not available through my bank
Haven't taken time to open an account

Questionnaire for bank manager


Name of Bank Manager - _________________________________
Email Id

- _________________________________

1. Which Of The Following E-Banking Products/Services Are Offered?


I) ATM Facility?
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Yes

No

- Number of ATM of the Bank: __________


- Number of Customers Using the ATM Facility: _________%
- In Your Opinion, Are Customers Satisfied With ATM Transaction?
Yes

No

Ii) Telephone Banking


Yes

No

- How Many Branches Provides This Facility: ________%


- How Many Customers Are Using This Facility? _________%

Iv) Internet Banking


Yes

No

- How Many Branches Provides This Facility? ______ %


- How Many Customers Are Using This Facility? : ______%

V) Mobile Banking
Yes

No

- How Many Branches Provides This Facility? _______ %


- How Many Customers Are Using This Facility? ________%

Vi) Video Conferencing


Yes

No
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11) How Many Customers Are Still Using Traditional Way Of Banking
Transaction?
A) 25%

B) Below 50%

D) 75%

E) Above 75%

C) 50% & Above

2. When did the bank web site become active?


_______________________________________________________
3. Where is the banks website hosted?
In house
Off site
4. Are any application forms available on the website?
Yes

no

5. If applications are available on website, how does the customer


submit them?
Fax
Online
Mail

In-person

Other

6. Any types of lending or loan advances done over the internet?


________________________________________________________
________________________________________________________
7. What was your reasoning for offering internet banking and any other
banking service?
Profit
Convenience
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Retain customer

Competition

Customer request
8. Are you allowing customer to advertise on the banks web site?
Yes

no

9. Are income and expense item, related to electronic banking, included


in the annual budget?
Yes

no

10.Is electronic banking training provided to other offices and employees


of the bank?
Yes

no

11.Does your institution have adequate staff with the necessary


knowledge and skills to deal with the technical complexities of ebanking?
Yes

no

12.That only authorized staff is allowed to update or change information


on the web site?
Yes
no
13.What Are Some of the Newest Features of Internet Banking?
________________________________________________________
________________________________________________________
14.Transaction over Internet Banking is safe or not?
Yes

no

15.What is a daily limit for e-banking payment?


________________________________________________________
16.Is There a Cut-Off Time for Next Day Business?
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Yes

no

17.If customer forgotten login and password then what do they do?
________________________________________________________
________________________________________________________
18.Are There Fees for Internet Banking and Bill Pay?
Yes

no

19.Does Internet Banking Work with Microsoft?


Yes

no

20.Does Internet Banking Have Online Help?


Yes

no

21.Can customer Request a Credit Card Line Increase through


Internet Banking?
Yes

no

22.Can customer open a New Checking or Savings Account Online?


Yes

no

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