TRAINING REPORT

ON

INTERNET BANKING

Submitted to:
Satyug Darshan Institute of Engineering and Technology

By:
ABHI KHANEJA
Batch 2015 2018

In Partial Fulfillment of
Bachelor of Business Administration
(IIFSB)

MAHARSHI DAYANAND UNIVERSITY

ROHTAK (HARYANA)
(November, 2016)

Satyug Darshan Institute of Engineering and Technology

BhupaniLalpur Road, Village Bhupani
Faridabad - 121002, NCR, Haryana, India
 DECLARATION

I, Ms. Abhi Khaneja hereby declare that this summer training report is
the record of authentic work carried out by me during the period from
_____ to_____and has not been submitted to any other University or
Institute for the award of any degree / diploma etc.

(Signature)
ABHI KHANEJA

Date
BONAFIDE CERTIFICATE

This is to certify that Mr. ABHI KHANEJA of Satyug Darshan Institute of

Engineering and Technology has successfully completed the project work titled
PROJECT REPORT ON ROLE OF INFORMATION TECHNOLOGY IN
BANKING in partial fulfillment of requirement for the completion of Bachelor in
Business Administration (BBA IIFSB) course as prescribed by the
MaharshiDayanand University, Rohtak, (HARYANA).

This project report is the record of authentic work carried out by him/her during the
period from _____ to ____. He / She has worked under my guidance.

(Signature)
Mrs. Vineeta Agarwal
Assistant Professor, BBA Department
Project Guide (Internal)
Date:
Counter signed by
(Signature)
Mr. Ravi Bakshi
Department Coordinator (BBA Department)
Date:
TABLE OF CONTENT

S.NO PARTICULARS PAGE NO.

1 Introduction to the study

2 Company Profile

3 Literature Review

4 Research Methodology

5 Data Analysis & Interpretation

6 Findings, Conclusion and Suggestions

7 Bibliography

Annexure
.

CHAPTER :1
INTRODUCTION
WHAT IS INTERNET BANKING?
Electronic banking is one of the truly widespread avatars of E-commerce the world over. Various
authors define INTERNET BANKING differently but the most definition depicting the meaning
and features of INTERNET BANKING are as follows:

1. Banking is a combination of two, Electronic technology and Banking.

2. Electronic Banking is a process by which a customer performs banking

Transaction electronically without visiting a brick-and-mortar institutions.

3. INTERNET BANKING denotes the provision of banking and related service through
Extensive use of information technology without direct recourse to the bank by the customer.

EVOLUTION OF INTERNET BANKING

The story of technology in banking started with the use of punched card machines like
Accounting Machines or Ledger Posting Machines. The use of technology, at that time, was
limited to keeping books of the bank. It further developed with the birth of online real time
system and vast improvement in telecommunications during late 1970s and 1980s.it resulted in
a revolution in the field of banking with convenience banking as a buzzword. Through
Convenience banking, the bank is carried to the doorstep of the customer. The 1990s saw the
birth of distributed computing technologies and Relational Data Base Management System. The
banking industry was simply waiting for these technologies. Now with distribution technologies,
one could configure dedicated machines called front-end machines for customer service and risk
control while communication in the batch mode without hampering the response time on the
frontend machine.

Traditional banking

Gunpowder
Personalized services
Time consuming
Limited access

Virtual or INTERNET BANKING

Nuclear charged
Real time transactions,
Integrated platform,
All time access
NEED OF INTERNET BANKING
One has to approach the branch in person, to withdraw cash or deposit a cheque or request a
statement of accounts. In true Internet banking, any inquiry or transaction is processed online
without any reference to the branch (anywhere banking) at any time. Providing Internet banking
is increasingly becoming a "need to have" than a "nice to have" service. The net banking, thus,
now is more of a norm rather than an exception in many developed countries due to the fact that it
is the cheapest way of providing banking services.

Banks have traditionally been in the forefront of harnessing technology to improve their products,
services and efficiency. They have, over a long time, been using electronic and
telecommunication networks for delivering a wide range of value added products and services.
The delivery channels include direct dial up connections, private networks, public networks etc
and the devices include telephone, Personal Computers including the Automated Teller Machines,
etc. With the popularity of PCs, 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,
although the range of products and services offered by different banks vary widely both in their
content and sophistication.

Indias banking sector is growing at a fast pace. India has become one of the most preferred
banking destinations in the world. The reasons are numerous: the economy is growing at a rate of
8%, Bank credit is growing at 30% per annum and there is an ever-expanding middle class of
between 250 and 300 million people (larger than the population of the US) in need of financial
services. All this enables double-digit returns on most asset classes which is not so in a majority
of other countries. Foreign banks in India achieving a return on assets (ROA) of 3%, their keen
interest in expanding their businesses is understandable even more so when compared with the
measly 1% average ROA for the Top 1000 banks in the world.
INTERNET BANKING PRODUCTS:

1}Automated Teller Machine (ATM):

These are cash dispensing machine, which are frequently seen at banks and other locations such
as shopping centers and building societies. Their main purpose is to allow customer to draw cash
at any time and to provide banking services where it would not have been viable to open another
branch e.g. on university campus. An automated teller machine or automatic teller machine
(ATM) is a computerized telecommunications device that provides a financial institution's
customers a method of financial\ transactions in a public space without the need for a human
clerk or bank teller. On most modern ATMs, the customer identifies him or herself by inserting a
plastic ATM card with a magnetic stripe or a plastic smartcard with a chip that contains his or her
card number and some security information, such as an expiration date or CVC (CVV). Security
is provided by the customer entering a personal identification number (PIN).Using an ATM,
customers can access their bank accounts in order to make cash withdrawals (or credit card cash
advances) and check their account balances. Many ATMs also allow people to deposit cash or
checks, transfer money between their bank accounts, pay bills, or purchase goods and
services.Some of the advantages of ATM to customers are:

Ability to draw cash after normal banking hours

Quicker than normal cashier service
Complete security as only the card holder knows the PIN
Does not just operate as a medium of obtaining cash.
Customer can sometimes use the services of other bank ATMs.

2) Tele banking or Phone Banking: Telephone banking is relatively new Electronic

Banking Product. However it is fastly becoming one of the most popular products. Customer can
perform a number of transactions from the convenience of their own home or office; in fact from
anywhere they have access to phone. Customers can do following:

Check balances and statement information

Transfer funds from one account to another

Pay certain bills

Order statements or cheque books

Demand draft request

This facility is available with the help of Voice Response System (VRS). This system basically,
accepts only TONE dialed input. Like the ATM customer has to follow particular process,
initially account number and telephone PIN are fed for the process to start. Also the VRS system
provides the users within additional facilities such as changing existing password with the new
desired, information about new products, current interest rates etc.
Mobile Banking: Mobile banking comes in as a part of the banks initiative to offer multiple
channels banking providing convenience for its customer. A versatile multifunctional, free
service that is accessible and viewable on the monitor of mobile phone. Mobile phones are
playing great role in Indian banking- both directly and indirectly. They are being used both as
banking and other channels.

Internet banking: The advent of the Internet and the popularity of personal computers
presented both an opportunity and a challenge for the banking industry. For years, financial
institutions have used powerful computer networks to automate million of daily transactions;
today, often the only paper record is the customers receipt at the point of sale. Now that their
customers are connected to the Internet via personal computers, banks envision similar
advantages by adopting those same internal electronic processes to home use. Banks view online
banking as a powerful value added tool to attract and retain new customers while helping to
eliminate costly paper handling and teller interactions in an increasingly competitive banking
environment. In India first one to move into this area was ICICI Bank. They started web based
banking as early as august 1997.

FEATURES OF INTERNET BANKING

Transactional: (e.g. performing a financial transaction such as an account to account transfer,
paying a bill or applications like applying for a loan, new account, etc.)

Electronic Bill Presentment and Payment (EBPP)

Funds transfer between customers own checking and savings accounts, or to another customers
account.

Investment purchase or sale.

Loan application and transactions such as repayments.

Non-transactional: (e.g. online statements, Check links, Chat, Co-browsing etc.)

Financial Institution Administration- features allowing financial institutions to manage the online
experience of their end users. ASP/ Hosting Administration features allowing the hosting
company to administer the solution across financial institution.
ADVANTAGE & DISADVANTAGE OF E BANKING

ADVANTAGES OF INTERNET BANKING

: Convenience- Unlike your corner bank, online banking sites never close; theyre available 24
hours a day, seven days a week, and theyre only a mouse click away. With pressures on time and
longer travelling periods, more and more people find it tiresome waiting in queues. People want
flexibility, and Internet banking offers just that.

Ubiquity- If youre out of state or even out of the country when a money problem arises, you
can log on instantly to your online bank and take care of business, 24\7.

Transaction speed- Online bank sites generally execute and confirm transactions at or quicker
than ATM processing speeds.

Efficiency-You can access and manage all of your bank accounts, including IRAs, CDs, even
securities, from one secure site.

Effectiveness- Many online banking sites now offer sophisticated tools, including account
aggregation, stock quotes, rate alert and portfolio managing program to help you manage all of
your assets more effectively. Most are also compatible with money managing programs such as
quicken and Microsoft money.

Cheaper alternative: - With increasing competition, it seems to be the cost factor that is
driving banks to offer the facility. The Internet is still a very cheap alternative to opening a
physical branch, and most of the push seems to be coming from the supply side. The costs of a
banking service through the Internet form a fraction of costs through conventional methods.

From snob value to necessity:- A couple of years ago, there was a belief even among bankers
that customers opening new accounts wanted the online banking facility, just to "feel good" and
very few of them actually used the services. Today, bankers believe that the trend from `nice to
have' is changing to `need to have'. The "snob value" of banking with an organisation that could
offer service on the Internet has given way to a genuine necessity, he feels. "It all depends on how
busy a person is."
DISADVANTAGES OF INTERNET BANKING

Start-up may take time-In order to register for your banks online program, you will probably
have to provide ID and sign a form at a bank branch. If you and your spouse wish to view and
manage their assets together online, one of you may have to sign a durable power of attorney
before the bank will display all of your holdings together.

Learning curves- Banking sites can be difficult to navigate at first. Plan to invest some time
and\or read the tutorials in order to become comfortable in your virtual lobby.

Bank site changes- Even the largest banks periodically upgrade their online programs, adding
new features in unfamiliar places. In some cases, you may have to re-enter account information.

HOW INTERNET BANKING CAN EASE YOUR LIFE

1. Bill payment service: Each bank has tie-ups with various utility companies, service
providers and insurance companies, across the country. It facilitates the payment of
electricity and telephone bills, mobile phone, credit card and insurance premium bills. To
pay bills, a simple one-time registration for each biller is to be completed. Standing
instructions can be set, online to pay recurring bills, automatically. One-time standing
instruction will ensure that bill payments do not get delayed due to lack of time. Most
interestingly, the bank does not charge customers for online bill payment.

2. Fund transfer: Any amount can be transferred from one account to another of the same
or any another bank. Customers can send money anywhere in India. Payees account
number, his bank and the branch is needed to be mentioned after logging in the account.
The transfer will take place in a day or so, whereas in a traditional method, it takes about
three working days. ICICI Bank says that online bill payment service and fund transfer
facility have been their most popular online services.

3. Credit card customers: Credit card users have a lot in store. With Internet banking,
customers can not only pay their credit card bills online but also get a loan on their cards.
Not just this, they can also apply for an additional card, request a credit line increase and
God forbid if you lose your credit card, you can report lost card online.
 4. Investing through Internet banking: Opening a fixed deposit account cannot get easier
than this. An FD can be opened online through funds transfer. Online banking can also be
a great friend for lazy investors. Now investors with interlinked demat account and bank
account can easily trade in the stock market and the amount will be automatically debited
from their respective bank accounts and the shares will be credited in their demat account.
Moreover, some banks even give the facility to purchase mutual funds directly from the
online banking system. So it removes the worry about filling those big forms for mutual
funds, they will now be just a few clicks away. Nowadays, most leading banks offer both
online banking and demat account. However if the customer have there demat account
with independent share brokers, then need to sign a special form, which will link your two
accounts.

5.Recharging your prepaid phone: Now there is no need to rush to the vendor to
recharge the prepaid phone, every time the talk time runs out. Just top-up the prepaid
mobile cards by logging in to Internet banking. By just selecting the operator's name,
entering the mobile number and the amount for recharge, the phone is again back in action
within few minutes.

6.Shopping at your fingertips: Leading banks have tie ups with various shopping
websites. With a range of all kind of products, one can shop online and the payment is
also made conveniently through the account. One can also buy railway and air tickets
through Internet banking.

INTERNET BANKING VS. TRADITIONAL BANKING

The basic difference between Internet banking and traditional banking is that in

traditional banking the customer has to visit the branch in person for the basic banking

needs viz. withdrawal or deposit of cash, transfer of funds, statement of accounts, etc. In

Internet banking, on the other hand, these operations can be performed through the PCs

without physically visiting the bank branch. It is a win-win solution both for customer

and the bank. The customer is not put to inconvenience of traveling, and the time so

saved can be effectively utilized in other productive ways, whereas the bank earns by

having lower overheads, establishments, premises and maintenance costs, in turn

resulting into reduced per transaction cost. The greatest advantage of Internet banking is

that it enables a customer to perform basic banking transactions through PC or Laptop,

located anywhere in the world. Through the internet, customer accesses the banks website

for viewing the account details or performing the basic banking transactions.

The other major advantages emerging out of Internet banking are as follows:

1.The customer can perform basic banking transactions, round the clock.

2. No personal visit to the branch is required.

3. One can access and operate ones account from anywhere in the world.

4. The extensive, geographically divergent, traditional brick and mortar structure of the branch
need not be there

5. The requirement of staff at branches gets optimized.

6. Easy, convenient, efficient and speedy banking services both for the bank and the customer

7. Transaction is automatically reconciled and posted in all required data tables, thus reducing the
workloadrs.
 CHAPTER-2
COMPANY PROFILE
ANDHRA BANK
Brief History

"Andhra Bank" was founded by the eminent freedom fighter and a multifaceted
genius, Dr.Bhogaraju Pattabhi Sitaramayya. The Bank was registered on 20th November 1923
and commenced business on 28th November 1923 with a paid up capital of Rs 1.00 lakh and an
authorised capital of Rs 10.00 lakhs. The Bank crossed many milestones and the Bank'sTotal
Business as on 31.12.2007 stood at Rs.75,225 Crores with a Clientele base over 1.65 Crores. The
Bank is rendering services through 2046 Business Delivery Channels consisting of 1343 ranches,
73 Extension Counters, 592 ATMs and 38 Satellite Offices spread over 21 States and 2 Union
Territories as at the end of December, 2007. All Branches are 100% computerized, 1186 units
viz., 1101 Branches, 70 Extension Counters, 15 Service Centres networked under Cluster
Banking Solution and providing "Any Branch Banking(ABB)". Real Time Gross Settlement
(RTGS) Facility and National Electronic Fund Transfer (NEFT) facility has been introduced in
680 Branches. To provide value-added services to Customers, the Bank has set up its own 592
ATMs as on 31.12.2007. Of which 03 Mobile ATMs and two with Biometric access.Besides,
ATM sharing arrangements with several Banks including SBI group, IDBI Bank, UTI
Bank, HDFC Bank, Indian Bank and others under National Financial Network Switch covering
24856 ATMs.

The Bank introduced Internet Banking Facility (AB INFI-net) to all customers of cluster linked
branches. Rail Ticket Booking Facility is made available to all debit card holders through IRCTC
Website through a separate gateway. Our Bank's Corporate Website
is available in English, Hindi and Telugu Languages communicating our Bank's image and
information. Our Bank has been given 'BEST BANK AWARD' a banking technology award
by IDRBT.

Bank has also launched "Smart Card" under Financial Inclusion at Geesukonda Mandal of
Warangal District (A.P.) and proposes to extend the same to other areas.As a part of Financial
Inclusion, Bank adopted two districts i.e., Srikakulam in Andhra Pradesh and Ganjam in Orissa
State and achieved 100% coverage. Bank also established the first "Financial Literacy-cum-
Credit Counseling Centre" in Srikakulam Distrcit in Andhra Pradesh.

Andhra Bank, along with A P State Government, NABARD, Canara Bank, Indian Bank, IOB and
SBH sponsored the Andhra Pradesh Banker's Institute of Entrepreneurship Development,
which will offer training to unemployed youth for improving their skills in Andhra Pradesh.Our
Bank has finalized an MoU with Hewlett-Packard India Ltd., for implementing a comprehensive
Core Banking Solution through Finacle. This initiative will enable the Bank to achieve signifcant
cost advantagers and better business outcome in the dynamic banking arena in the country. This
will also benefit the customers, who will have access to banking and financial services anytime,
any where through multiple delivery channels.
Bank is celebrated "AB Bima Utsav" from 15.10.2007 to 31.12.2007 - a special campaign for
marketing of LIC Policies and other insurance linked schemes of the Bank like AB Arogyadan,
AB Jeevan Abhaya, AB Abhaya Gold.

Bank issued 27.26 lacs of ATM/Debit Cards.Bank extended financial assistance to 120926 Self
Help Groups to the tune of Rs.744 Crore.Bank introduced low cost comprehensive health
insurance scheme for all credit linked Self Help Groups under the name "Swashya Bima Yojana"

Bank has launched two new Agri products -"AB Kisan Rakshak" - a debt swapping
scheme for farmers and "AB Mahila Soubhagya" - a debt swapping scheme for SHGs on
15.12.2007 for the benefit of Self Help Groups. These schemes are intended to reduce the
interest burden of the less privileged sectors of the society.
Bank ranked First in LIC of India - Bancassurance business, in the Country on the
basis of First Premium Income. Bank has mobilized 137642 LIC Policies in this Financial
Year.
Andhra Bank will open its Representative Office in New Jersey City in United
States shortly. Bank feels United States would be an ideal location as Andhra Bank has
been a household name among many NRIs there. A foothold in New Jersey is strategic
for the 84 year old bank as it has a large number of non resident Indians from Andhra
Pradesh. Thus our Bank accords utmost concern to customer satisfaction by offering
innovative and need based financial products and services using state-of -the art
technology.

Director

Sri V H Ramakrishnan Director

Sri Prem Prakash Pareek Director

Prof Sunil Kumar Maheshwari Director

Sri K Ramakoteswara Rao Director

Sri Anup Prakash Garg Director

Sri Rama Chandra Khuntia Director

Sri T Ravindranath Director

AWARDS AND ACHIEVEMENT:

SAFA award

Received Best Presented Accounts Award 2005 from SAFA's (South Asian Federation of
Accountants)Centrein Colombo, Sri Lanka on 16.01.2007.

"BEST BANK AWARD" by IDRBT, Hyderabad

Andhra Bank has bagged the "Best Bank Award" in the category of "Use of IT for
Customer Service in Semi Urban and Rural areas" for 2005-06. Our Chairman &
Managing Director, Sri K Ramakrishnan has received the award from Sri Y V Reddy,
Governor, RBI at Institute for Development and Research in Banking Technology
(IDRBT) Hyderabad on 2.9.2006.

MILESTONES ACHIEVED AND AWARDS RECEIVED DURING 2005-06

FINTECH Asia 2006 Award For "Any Branch Banking (ABB)"

Andhra Bank has bagged the FINTECH Asia 2006 Award for its initiatives under "Any
Branch Banking (ABB)" service across the Country. Andhra Bank is the only Bank in the
Country to receive one of the six Awards announced by the Financial Insights (USA), an
IDC Company, which is a Subsidiary of IDG, the World's leading IT Media, Research and
Exposition Company.

Ranked683rd among Top 1000 Banks in the World

The prestigious 'The Banker' - a Financial Times Business Publication, July 2005 Issue
published from London has ranked Andhra Bank as the '683rd Largest Bank Globally', out
of the Top 1000 World Banks' Annual Rankings.

2nd Highest Mover in the World having climbed 277 places over previous year

Andhra Bank also happened to be the 'Second highest mover in the World and highest
mover compared to any other Bank in Asia' having climbed 277 places in the Top 1000
Banks' Rankings based on Tier-I Capital.
Ranked as the Top Number 1 Bank in Asia under the "Return on Capital"

'The Banker' Magazine went on to Rank 'Andhra Bank as the Top Number 1 Bank in Asia'
under the "Return on Capital" among all the Asian Banks - Rankings being based on Tier-
I Capital Business Parameter.

Adjudged Best Bank by Analyst Magazine - An ICFAI Publication

Our Bank has been adjudged as the "Best Bank under Large Banks Category" by "The
Analyst" Magazine - An ICFAI Publication, in its Performance Analysis of Select Indian
Banks for 2004-05.

ICRA Rating for Corporate Governance

Our demonstrated commitment to vigilant Corporate Governance has been rewarded by

ICRA, which assigned us a Corporate Governance Rating of "CGR-2". This denotes high
level of assurance on the quality of Corporate Governance.

Award of Institute of Chartered Accountants of India for excellence in Financial Reporting

The Institute of Chartered Accountants of India (ICAI) has recently awarded our Bank the
"Silver Shield" under the category of Banking, Insurance and Financial Institutions, given for
excellence in financial reporting in published accounts for the year, 2004-05. Our Bank is the
only Public Sector Bank to receive an Award from ICAI.
PRODUCT PROFILE

Deposit Schemes:-

AB Savings accounts
AB Current accounts
AB Term deposits
AB Other schemes

1. AB Savings Accounts

AB Kiddy Bank
AB Abhaya Plus
AB Easy Savings
AB Abhaya SB A\C
AB Abhaya Gold SB A\C
AB Jeevan Abhaya Scheme

2. AB Current Accounts

AB Insurance linked Current A\C

3. AB Term Deposits

AB Money Time
AB Tax Saver
AB Fixed Deposits
AB Kalpataravu Deposits
AB Recurring Deposits

4. AB Other Schemes

AB Arogyadaan Scheme
AB Bancassurance Life
AB Bancassurance Non-Life
Retail Loans

AB Doctor Plus
AB Nightingale
AB Housing Loans
AB Dr. Pattabhi Vidya Jyothi
AB Vanitha Vahan
AB Personal Loan
AB Vehicle Loan
AB Clean Loans
AB Mortgage Loans

Agriculture Loans

AB Mahila Soubhagya
AB Kisan Rakshak
AB Kisan Vikas Card
AB Pattabhi Agri Card
AB Kisan Chakra
AB Rural Godowns
AB Agri Clinics/ Agro Service Centers
AB Kisan Sampathi
AB Kisan Bandhu-Tractor Financing
AB Self Help groups- Bank Linkage Programme
AB Andhra Bank Kisan Green Card
AB Surya Sakthi
AB Solar Cookers
AB Finance purchase of land for agri purpose
AB for financing to Dairy agents
 ICICI BANK

The Industrial Credit and Investment Corporation of India Limited (ICICI) was
formed in 1955 which is incorporated at the initiative of the
W o r l d B a n k , t h e Government of India and representatives of Indian industry, with the
objective of creating a development financial institution for providing medium -term
and long-term project financing to Indian businesses. Mr. A. Ramaswami Mudaliar elected as
the first Chairman of ICICI Limited. ICICI emerges as the major source of foreign currency loans
to Indian industry. Besides funding from the World Bank and other multi -lateral
agencies, ICICI was also among the first Indian companies to raise funds from international
markets.
WHAT IS ICICI GROUP?

We are a part of the renowned IC IC I Group, a diversified universal

banking g r o u p , w i t h a t r a c k r e c o r d o f o v e r 5 0 y e a r s i n a
v a r i e t y o f f i n a n c i a l s e r v i c e s . ICICI was formed in 1955, as a result of the
focused efforts of the World Bank, the Government of India and the representatives of Indian
Industry. Today, ICICI Bank has grown to become Indias second largest bank, with over 24
million customers world wide.It is also the first bank from Asia (excluding Japan) to be listed on
the NYSE.ICICI Bank is a truly global bank, with presence at key locations across the globe in
Bahrain, Bangladesh, Belgium, Canada, China, Dubai, Hong Kong, Indonesia, Malaysia, Russia,
Singapore, South Africa, Sri Lanka, Thailand, UK, USA and Quatar. ICICI Groups expertise
spans a vast range of financial services, including banking, broking, mutual funds, insurance,
home loans, venture funds and much more. The Group is the largest consumer credit provider and
the biggest private sector, life and general insurer in India. Expertise across a vast range of
products. All blended to bring you seamless financial solutions that ensure you have the
advantage in every financial decision. Wherever you may be in the world.
STRUCTURE OF ICICI:

OBJECTIVES OF ICICI GROUP TRUST:

We view each client relationship as a partnership for success. We regard your financial needs
as our own and aim to achieve your investment goals with you. We put our best
resources behind you to ensure that your investment objectives are more than met.
AGILITY

We seek to deliver superior value to you. We respond quickly and efficiently to

marketopportunities, and offer the most apt financial solutions so that you can reap
the best possible reports.

INNOVATION

We believe that the cornerstone of success in today s competitive

e n v i r o n m e n t i s Innovation. We seek newer opportunities constantly, to fulfill your
emerging needs and wants.

A)ICICI PRUDENTIAL AMC AND TRUST:

ICICI Prudential lAsset Management Company enjoys the strong parentage

of prudential, one of UK's largest players in the insurance and fund management
sector sand ICICI bank, a well-known and trusted name in financial services in
India.

ICICI Prudential Asset Management Company, in a span of just over eight years, has
forged a position of pre-eminence in the

Indian Mutual Fund

industry as one of the largest asset management companies in the country with assets
under management of Rs. 37,906.24crore (as of March 31, 2007). The Company manages a
comprehensive range of schemes t o m e e t t h e v a r yi n g i n v e s t m e n t s n e e d s o f i t s
i n v e s t o r s s p r e a d a c r o s s 6 8 c i t i e s i n t h e c o u n t r y.

ICICI SECURITIES INDIAS LEADING INVESTMENT BANK

A subsidiary of ICICI Bank - the largest and most recognized private bank in India
ICICI Securities Ltd is premier Indian Investment Bank, with a dominant position i n i t s c o r e
segments of its operations - Corporate Finance including Equity Capital
Markets Advisory Services, Institutional Equities, Retail and
F i n a n c i a l P r o d u c t Distribution With a full-service portfolio, a roster of blue-
chip clients and performance second to none, we have a formidable reputation within the
industry. The Corporate Finance team regularly ranks highest among the leading
capital markets league tables and recently topped the Prime Database League tables
for funds mobilized through equity instruments in the first half of CY 07.ICICI Securities Inc.,
the step down wholly owned US subsidiary of the company is a member of the National
Association of Securities Dealers, Inc. (NASD). As a result of this membership, ICICI
Securities Inc. can engage in permitted activities in the U.S. securities markets. These
activities include Dealing in Securities and Corporate Advisory S e r v i c e s i n t h e U n i t e d
S t a t e s a n d p r o v i d i n g r e s e a r c h a n d i n v e s t m e n t a d v i c e t o U S investors. ICICI
Securities Inc. is also registered with the Financial Services Authority, UK (FSA) and the
Monetary Authority of Singapore (MAS) to carry out Corporate Advisory Services and Dealing
in Securities.
ICICI VENTURE

ICICI Venture is one of the largest and most successful private equity firms in India with funds
under management in excess of USD 2 billion . ICICI Venture, over the years has built an
enviable portfolio of companies across sectors including pharmaceuticals, Information
Technology, media, manufacturing, logistics ,textiles, real estate etc thereby building sustainable
value. It has several firsts to its credit in the Indian Private Equity industry. Amongst them are
Indias first leveraged buyout (Info media), the first real estate investment ( Cyber Gateway), the
first mezzanine financing for a acquisition (Arch Pharma labs) and the first royalty-based
structured deal in Pharma Research & Development (Dr Reddys).ICICI Venture is a subsidiary
of ICICI Bank, the largest private sector financial services group in India

ICICI LOMBARD GENERAL INSURANCE COMPANY LIMITED

ICICI Lombard General Insurance Company Limited is a 74:26 joint

venture b e t w e e n I C I C I B a n k L i m i t e d a n d t h e C a n a d a b a s e d $ 2 6 b i l l i o n
F a i r f a x F i n a n c i a l Holdings Limited. ICICI Bank is India's second largest bank,
while Fairfax Financial Holdings is a diversified financial corporate engaged in
general insurance, reinsurance, insurance claims management and investment management.
Lombard Canada Ltd, a group company of Fairfax Financial property and casualty insurers.
ICICI Lombard General Insurance Company received regulatory approvals to commence
general insurance business in August 2001.

ICICI PRUDENTIAL LIFE INSURANCE COMPANY

ICICI Prudential Life Insurance Company is a joint venture between ICICI Bank ,a premier
financial powerhouse, and Prudential plc, a leading international financial services
group headquartered in the United Kingdom. ICICI Prudential was amongst the f i r s t p r i v a t e
sector insurance companies to begin operations in December 2000
a f t e r receiving approval from Insurance Regulatory Development Authority (IRDA).ICICI
Prudential Life Insurance Company is a joint venture between ICICI Bank, a premier financial
powerhouse, and Prudential plc, a leading international financial services group
headquartered in the United Kingdom. ICICI Prudential was amongst the f i r s t p r i v a t e
sector insurance com panies to begin operations in December 2000
a f t e r receiving approval from Insurance Regulatory Development Authority (IRDA). ICICI
Prudential Life's capital stands at Rs. 37.72 billion (as on February, 2008)with ICICI Bank and
Prudential plc holding 74% and 26% stake respectively. For the nine months period
April 1 to December 31, 2007, the company garnered new business w e i g h t e d
premium of Rs. 4,586 crore and has underwritten around 18 lakh policies
during the period. The company has assets held crore ICICI Prudential Life is also the only
private life insurer in India to receive a National Insurer Financial Strength rating of
AAA (Ind) from Fitch ratings. The AAA(Ind) rating is the highest rating, and is a clear
assurance of ICICI Prudential's ability to meet its obligations to customers at the time of maturity
or claims. For the past seven years, ICICI Prudential Life has retained its leadership position in
the life insurance industry with a wide range of flexible products that meet the needs of the Indian
customer at every step in life.
ICICI BANK

It is an Indian financial services company headquartered in Mumbai, Maharashtra. It is

the second largest bank in India by assets and third largest by market capitalization. It
offers a wide range of banking products and financial services to corporate and retail
customers through a variety of delivery channels and through its specialized subsidiaries
in the areas of investment banking, life and non-life insurance, venture capital and asset
management. The Bank has a network of 2,883 branches and 10021 ATM's in India, and
has a presence in 19 countries, including India.
The bank has subsidiaries in the United Kingdom, Russia, and Canada; branches in
United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International
Finance Centre; and representative offices in United Arab Emirates, China, South Africa,
Bangladesh, Thailand, Malaysia and Indonesia. The company's UK subsidiary has
established branches in Belgium and Germany.
ICICI Bank is one of the big four banks of India, along with State Bank of India, Punjab
National Bank and Canara Bank.ICICI Bank is Indias second-largest bank with total assets of
3,997.95 billion (US$ 100 billion) at March 31, 2012 and profit after tax of Rs. 41.58 billion for
the year ended March 31, 2012 ICICI Bank is the most valuable bank in India in terms of market
capitalization and is ranked second amongst all the companies listed on the Indian stock
exchanges. In terms of free float market capitalization. The Bank has a network of about 1308
branches And 3,950 ATMs in India and presence in 18 countries. ICICI Bank offers a wide range
of banking products and financial services to corporate and retail customer through a variety of
delivery channels and through its specialized subsidiaries and
affiliates in the areas of investment banking, life and non-life insurance,
venture capital and asset management. Equity shares are listed in India on
Bombay Stock Exchange (BSE) and the National Stock Exchange (NSE)
of India Limited and its American Depositary Receipts (ADRs) are listed
on the New York Stock Exchange (NYSE)

HISTORY

ICICI bank was originally promoted in 1994 by ICICI limited an Indian financial
institution and was its wholly owned subsidy of ICICI.
In the 1990s, ICICI transformed its business from development financial
institution offering only project finance to a diversified financial services group offering a
wide variety of products and services, both directly and through a number of subsidiaries
and affiliates like ICICI Bank. In1999, ICICI become the first Indian company
and the first bank or financial institution from non-Japan Asia to be listed on the NYSE .After
consideration of various corporate structuring alternatives in the context of the
emerging competitive scenario in the Indian banking industry, and the move
towards universal banking for the ICICI group's universal banking strategy.
In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger
of ICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal
Financial Services Limited and ICICI Capital Services Limited, with ICICI Bank. The
merger was approved by shareholders of ICICI and ICICI Bank in January
2002, by the High Court of Gujarat at Ahmadabad in March2002, and by the
High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002.
Consequent to the merger, the ICICI group's financing and banking operations, both
wholesale and retail, have been integrated in a single entity. ICICI Bank has formulated a
Code of Business Conduct and Ethics for its directors and employees.
MOBILE BANKING
Bank on the move with ICICI bank mobile banking. With ICICI banking is no longer
what is used to be. ICICI bank offers mobile facility.

ALERT FACILITY
ICICI Bank Mobile Banking Alerts facility keeps you informed about the significant transactions
in its Accounts. It keeps you updated wherever you go.
REQUEST FACILITY
ICICI Bank Mobile Banking Requests facility enables you to query for its account
balance

ICICI Bank Online:

Banking Services provide the largest private bank in India right here at your desktops.
Banking becomes pleasure as the transactions and services become instant with ICICI
Bank online Internet banking. The services provided are totally secure and unique. These
cover online account transactions and operations, credit card and account applications
and payments, share trading and investments through mutual funds, bill payments,

Features offered by ICICI bank for internet banking:

Balance enquiry and statement
Transfer fund online
Card to card fund transfer
Use debit card online
Prepaid mobile recharge
Subscribe for mobile banking
Link bank account to ATM
Lock / activate debit cards /ATM
Request a cheque book
Stop payment
 CHAPTER:-3
LITERATURE REVIEW
2.1 Literature Review
It is relevant to refer briefly to the previous studies and research in the related areas of the subject to
find out and to fill up the research gaps, if any. Literature on financial services can generally be
found; a number of books are available on banking related aspects as merchant banking, loan
syndication, securitization, profitability and productivity etc. but, few studies are undertaken on the
role of technology in the banking services.

Uppal R.K. (2010) studies the extent of mobile banking in Indian banking industry during 2000-2007.
The study concludes that among all e-channels, ATM is the most effective while mobile banking does
not hold a strong position in public and old private sector but in new private sector banks and foreign
banks m-banking is good enough with nearly 50 pc average branches providing m-banking services.
M-banking customers are also the highest in e-banks which have positive impact on net profits and
business per employee of these banks. Among all, foreign banks are on the top position followed by
new private sector banks in providing m-banking services and their efficiency is also much higher as
compared to other groups. The study also suggests some strategies to improve m-banking services.

Abdullah D.N.M.A. and Rozario F. (2009) study the influence of service and product quality towards
customer satisfaction. 149 respondents from one of the well known hotel in Kuala Lumpur, Malaysia
are selected as a sample. Psychometric testing is conducted to determine the reliability and validity of
the questionnaire. The study finds positive significant relationship between place/ambience and
service quality with customer satisfaction. Although, relationship between food quality and customer
satisfaction is significant, it is in the negative direction. Future researchers can concentrate on
determining attributes that influence customer satisfaction when cost/price is not a factor and reasons
for place/ambience is currently becoming the leading factor in determining customer satisfaction.
Aktan B., Teker E. and Erosy P. (2009) examines the usage of internet in Turkey to make a basic due-
diligence investigation for the financial institutions, including banking, stock trading, insurance and
provision of financial information over the period 2005 and 2008. The findings show that internet
usage in Turkey with its young population has continued to grow dramatically in financial services in
terms of customers and financial transactions of various natures.

Azouzi Dhekra (2009) aims to check if the current and prompt technological revolution altering the
whole world has crucial impacts on the Tunisian banking sector. On the basis of empirical analysis,
the study concludes that panoply of factors is affecting the customers-attitude toward INTERNET
BANKING. For instance; age, gender and educational qualifications seem to be important and they
split up the group into electronic banking adopters and traditional banking defenders and so, they
have significant influence on the customers adoption of INTERNET BANKING. It also shows that
despite the presidential incentives and in spite of being fully aware of the INTERNET BANKING
benefits, numerous respondents are still using the conventional banking. Fear of loss because of
transactions errors or hackers plays a significant role in alienating Tunisian customers from online
banking. Finally, the study highlights the limitations and suggests some research perspectives.

Ganesan R. and Vivekanandan K. (2009) describe a secured hybrid architecture model for the internet
banking using Hyperelliptic curve cryptosystem and MD5. This hybrid model is implemented with
the Hyperelliptic curve cryptosystem (HECC) and it performs the encryption and decryption
processes in an efficient way merely with an 80-bit key size. The various screen shots given in this
contribution shows that the hybrid model which encompasses HECC can be considered in the internet
banking environment to enrich the privacy and integrity of the sensitive data transmitted between the
clients and the application server.

Hua G. (2009) investigates the online banking acceptance in China by conducting an experiment to
investigate how users perception about online banking is affected by the perceived ease of use of
website and the privacy policy provided by the online banking website. The 110 undergraduate
students in Chinese University are involved in the
investigation. The study finds that both perceived ease of use and privacy policy have a significant
impact on users adoption of online banking. The study also investigates relative importance of
perceived ease of use, privacy, and security. Perceived ease of use is of less importance than privacy
and security. Security is the most important factor influencing users adoption. The study also
discusses the implications of these results and limitations.

Ismail A., Abdullah M.M.B. and Sebastian K.F. (2009) explore the relationships among service
quality features (responsiveness, assurance, and empathy), perceived value and customer satisfaction
in context of Malaysia. The empirical data is drawn from 102 members of an academic staff of a
Malaysian public institution of higher learning using a survey questionnaire. The results indicate that
the interaction between perceived value and responsiveness is not significantly correlated with
customer satisfaction, the interaction between perceived value and assurance also does not correlate
significantly with customer satisfaction and the interaction between perceived value and empathy
correlated significantly with customer satisfaction. Thus the results demonstrate that perceived value
has increased the effect of empathy on customer satisfaction, but it has not increased the effect of
responsiveness and assurance on customer satisfaction.

Janson N. (2009) analyzes the consequences of the major instability introduced by internet banking
on the banks ability to manage a liquidity crisis in Northern Rock Bank. The study shows that
inconsistency of the Bank of England policy lead to the initial bank run and that because it persists in
that direction it further lead to the banks bankruptcy. Internet banking does not cause the failure of
the bank but it certainly accelerates the fall of the bank which calls for a greater consistency of the
central bank role as a lender of last resort. The study concludes that despite the existence of lender of
last resort and deposit insurance scheme, markets participants and individual depositors in particular
do not like confusing messages during uncertain times.

Kamble S. S., Sawhney S. and Bansal R. (2009) aims to identify online service quality dimensions
that facilitate the customer satisfaction for the e-travel and e-mart online retail. Further, they evaluate
how well these dimensions are perceived by the customers so as to provide an objective measure of
service performance. Ten e-service quality dimensions are

32
identified and the extent to which current online retailers provide online service attributes are
analyzed to be low or moderate on most of the dimensions for both the e-travel and e-mart service
providers. The model tested for the relationship between the service quality dimensions and customer
satisfaction is also found to be correlated at a low level.
Ramalingam P. (2008) studies the usage pattern of credit card holders of SBI, ICICI and ABN banks
of Kanchipuram town in Tamil Nadu. The study concludes that higher income group and married
persons utilizes the cards to the maximum mainly for impulse purchases due to convenience and
Citibank cards are more popular because of dominance in advertising. The study also reveals that
Master and Visa cards are the leading card brands in India and suggests the banks to improve overall
functioning to provide satisfied credit card services.

Uppal R.K. (2008) analyzes the quality of INTERNET BANKING services in the changing
environment. The sample size of bank customers is 25. The data is collected through pre-tested and
well structured questionnaire in Ludhiana, Punjab in May 2006.The study concludes that the
customers of e-banks are satisfied with the different e-channels and their services in the spread of
INTERNET BANKING services. It also suggests some measures to make INTERNET BANKING
service more effective in the future. The present study is mainly concerned with the Indian banking
industry in general and particular those banks that are producing service through e-channels i.e. e-
banks.

Vanniarajan T. and Nathan S.M. (2008) compare the SERVPERF scale on various service quality
factors and analyze their impact on the customers satisfaction. A systematic random sampling
technique is adopted. The findings of the study identify the reliability, responsiveness, assurance,
tangibles and empathy as the various service quality factors. The study shows that there are
significant variations regarding the respective effects of these observed dimensions on satisfaction
and that satisfaction leads to different types of behavioral intensions. Providing reliable banking
transaction with promises of reliability, responsiveness and assurance seem to be must appealing
service criterion to the target consumers.
Amin Hanudin (2007) studies technology acceptance of internet banking among undergraduate
students in Malaysia based on modified version of Technology Acceptance Model (TAM) and
develops a technology acceptance model for internet banking. The results suggest that perceived
usefulness (PU), perceived ease of use (PEOU) and perceived credibility (PC) have a significant
relationship with behavioral intention. Further, these measures are good determinants for
undergraduate acceptance for internet banking. Results also suggest that PU and PEOU have a
significant relationship with computer self-efficacy (CSE). The study is useful in providing the
understanding of the TAM among undergraduate from Malaysians perspective.

Eboli L. and Mazzulla G. (2007) propose a tool for measuring customer satisfaction in public
transport. Specifically, a structural equation model is formulated to explore the impact of the
relationship between global customer satisfaction and service quality attributes. The public transport
service analyzed is the bus service habitually used by University of Calabria students to reach the
campus from the urban area of Cosenza (southern Italy). To calibrate the model, some data collected
in a survey addressed to a sample of students is used. The proposed model can be useful both to
transport agencies and planners to analyze the correlation between service quality attributes and
identify the more convenient attributes for improving the supplied service.

Khan M.S. (2007) examines the service quality of education sector and internet banking by
employing SERVQUAL. The data is collected through questionnaire from students, alumni, parents
and recruiters of technical institutions for education quality and from internet banking customers for
internet banking quality. The study employs factor analysis to differentiate the dimensions of service
quality into different factors and concludes that all type customers are more concerned with academic
factor to improve the education service quality while in case of internet banking customers are
satisfied with reliability of services but not very much satisfied with user friendliness dimensions. The
results indicate that privacy/security and fulfillment do not contribute significantly towards the overall
service quality and the males and females differ in their views towards service quality dimensions.
The study also suggests some measures to improve service quality and explore future areas of further
research.
Madhavankutty G. (2007) concludes that the banking system in India has attained enough maturity
and is ready to address prudential management practices as comprehensively as possible, which an
integral part of policy is making. Banking in India is poised to enter yet another phase of reforms
once the door opens further to foreign players in 2009. This requires further improvement in
technology management, human resource management and the ability to foresee rapid changes in the
financial landscape and adopt quickly. At present, there is a huge hiatus between the top management
earnings of state owned banks and private, as well as foreign banks. Banks have to lay down sound
risk management strategies and internal capital adequacy assessment committees to ensure that they
do not diverge from the prudential requirements.

Mishra J.K. and Jain M. (2007) study various dimensions of customer satisfaction in nationalized and
private sector banks. Two-stage factor analysis is computed to arrive at the dimensions of customer
satisfaction. The study analyzes ten factors and five dimensions of customer satisfaction for
nationalized and private sector banks respectively. The study concludes that satisfaction of the
customers is an invaluable asset for the modern organizations, providing unmatched competitive
edge, it helps in building long term relationship as well as brand equity. The best approach to
customer retention is to deliver high level of customer satisfaction that result in, strong customer
loyalty.

Seelanatha S. l. (2007) examines the changes in banking sector during 1989 2004 in terms of
efficiency, productivity and market structure in Sri Lanka by employing DEA and Malmquist
Productivity Index (MPI). The study shows negative trend in efficiency during the first half of study
period and a slight positive trend during the end of the second half and concludes that deregulation
may have failed to improve efficiency. Technical efficiency in intermediation has positive
relationships with profitability, operational risk, liquidity etc. and negative with product quality and
line of business. The study also concludes that banks relative market power and technical efficiency
have significant influence on ROA and suggests some recommendations to improve the efficiency
2.2 How This Study is Different from Earlier Studies

No comprehensive study on this area is conducted during the period of post-economic reforms
and financial sector reforms in India. Some articles/research papers that have appeared in
different journals, highlight the significance of IT in banks. The lack of comprehensive studies in
India inspired to study:

Comparative cost advantages of e-delivery channels

Extent to use e-delivery channels

Which e-delivery channel is most popular and cost effective?

Impact on efficiency in terms of productivity and profitability of banks, which are

using e-delivery channels
Perceptions and acceptability of IT in the banks of customers and bank employees.

2.3 Objectives of the Study

1. To analyze the various products/services distributional channels and their impact on

productivity of banks.
2. To study and analyze the comparative efficiency in terms of profitability in partially
IT-using banks and INTERNET BANKING in India.
3. To study the extent of comparative cost differences between the banks/bank groups
while managing transformation through different e-delivery channels.
4. To study the problems and prospects for INTERNET BANKING in India and predict
the future of INTERNET BANKING in India.
5. To suggest possible measures in the light of problems, if any, how to mould these
challenges into opportunities.
6. To study the perceptions of bank customers, bank employees regarding the use of
various products/services delivery channels and their acceptability in urban Punjab
7. The study will also analyze:
- To ascertain the number of existing bank customers availing INTERNET
BANKING services.

- To determine the switch over rate of customers from traditional public sector
banks to modern IT equipped banks.
- To determine the factors considered by customers while selecting a bank for
availing e-services.
- To ascertain the reasons for not availing e-services by bank customers.

- To ascertain the problems, if any, faced by customers while availing e-services.

 CHAPTER:4
RESEARCH METHODOLOGY
NEED OF THE STUDY:

This study helps the company to identify its competitive position among its industrial
competitors by which the company can further improve its performance to enjoy high
reputation among clients.

This study also helps in making necessary changes in the attributes of the INTERNET
BANKING offered by the banks so that the customers can enjoy the benefits of their services
.

The need for the study also arises to identify and offer additional services according to the
expectations of the customers.
OBJECTIVE:
To study the various INTERNET BANKING services provided by the Indian banks to
the customers.

To study the perception of INTERNET BANKING among the customers of Public

Andhra and private (ICICI) bank.

To study the adoption of E Banking by the customers of ICICI and Andhra bank.

To compare the perception and adoption of INTERNET BANKING services in ICICI

and Andhra bank.
SCOPE OF THE STUDY:
Scope of the study is to get an overview of the E- Banking services in India with special

reference to public(Andhra)and private(ICICI) Bank and to compare the adoption of E

Banking among the public and private sector bank customers. The study mainly focuses

on the customers of three branches of ICICI and Andhra bank of Delhi region.

The outcome of the study, which are based on the above aspects can be utilized by the
marketing department of both banks.

The result of this research would help the banks to have a better understanding about the
consumers perception towards the services.

The study helps the company by creating awareness about the consumers of different ages
and income levels.

The study also enables the company to focus the consumers preferences and expectations
on the services which they offer

RESEARCH METHODOLOGY:
The study employs primary data as well as secondary data. Secondary data was collected

from different published sources. Primary data was collected by structured survey. The

survey was created online and link sent to the respondents using convenience sampling.

In the questionnaire, various internet banking applications were included from previous

Research. Later, structured questionnaire containing 15 items was developed (8 for

General perception and 7 for internet banking features) for the purpose of data collection.
DATA COLLECTION:

Both the primary and secondary data collection method has been employed to conduct

the research work the survey has been carried out by the means of structured

questionnaire which consist of 15 questions.

SAMPLING TECHNIQUE:

Sampling units of the study consist of customers of ANDHRA and ICICI banks. The
technique used in selecting the sample is non probability sampling i.e. Random sampling and
Convenience sampling.

DATA ANALYSIS:

Bar graphs
Pie charts
tables

The research methodology can be summarized as under:

Sampling unit Bank customers

Sample size 60
Sample technique Random and convenience sampling
Project instrument Standardized questionnaire

LIMITATIONS OF THE STUDY:

Besides the success of the research work, there were certain limitations which were faced

The information collected is mainly primary data and the accuracy is subject to the
responses received.

Due to lack of time the good amount of data collection was not possible so research
had to rely on limited data of sample size of 60 respondents only.
 The research was only focused on two banks . The ICICI bank was taken as
representative of Private sector Bank and ANDHRA was taken as representative of
Public Sector Bank .

The research only focused on few branches of Delhi region

The customers were not interested in filling questionnaire because of their busy
schedule.
 CHAPTER-5
DATA ANALYSIS AND INTERPRATATION
1.INTERNET USERS:

GENDER NUMBER PERCENTAGE

MALE 36 60%
FEMALE 24 40%

internet users

MALE
FEMALE

INTERPRATATION:
About 60% of the respondents are males. This study found a predominance of males among
Internet users in DELHI. This indicates that the percentage of male Internet users is higher
than the female internet users i.e. 40%.
 2. IN WHICH BANK, DO YOU HAVE BANK ACCOUNT?

NAME NO. OF RESPONDENTS % OF RESPONDENTS

PNB 30 50%
HDFC 30 50%
TOTAL 60 100%

BANK ACCOUNT

ANDHRA

INTERPRATION:
This chart shows 50% of the respondents having account with ICICI bank and 50% of the

respondents
 3. USERS OF INTERNET BANKING:

USERS NO.OF USERS % OF USERS

YES 39 65%
NO 21 35%
TOTAL 60 100%

USERS OF E-BANKING
YES NO

35%

65%

INTERPRATATION:
This shows 65% of their customers are using INTERNET BANKING and rest 35%are not
using the INTERNET BANKING services.
 4. PREFERENCE OF ATM SERVICE

ATM SERVICES NUMBERS OF %OF RESPONDENTS

RESPOMDENTS
YES 45 75%
NO 15 25%
TOTAL 60 100%

ATM SERVICES

YES
NO

INTERPRATATION:

FromThe respondents of both the banks, we come to know that 75% of the
customers are using ATM services and 25% of the customers are not using
ATM services.
 5. Preference of bills payment:

Bill payment No. Of respondents % of respondents

Yes 42 70%
No 18 30%
Total 60 100%

bill payment

yes
no

INTERPRATATION:

From the respondents of both the customers,70% of the customers are using the
INTERNET BANKING of services for bill payment and 30% of the customers
are not using of it.
 6. PREFERNCE FOR ONLINE SHOPPING:

Online shopping No. Of respondents % of respondents

Yes 39 65%
No 21 35%
Total 60 100%

online shopping

yes
no

INTERPRATATION:

From the above chart ,we can determine that 65%of the users are using the
online shopping services and 35% of the users are not availing the services.
 7. POPULARITY OF E BANKING SERVICES:

Year response %of response

0-3 years 18 30%
3-5 years 30 50%
<5 -10years 9 15%
<10 years 3 5%

popularity

1st Qtr
3-5 years
<5-10 years
<10 years

Interpretation
Majority of the respondents were using INTERNET BANKING facilities provided by their
bank

from last 3-5 years, that is, 50%, followed by those who are doing it from last 3 year,

then 5-10 years and very few respondents were doing it from last more than 10 years.
 8. MOST POPULAR REASONS TO USE E BANKING:

Most popular reason response %of response

Time saving 15 25%
Efficient 9 15%
convenient 27 45%
Secure 9 15%
total 60 100

reason

time saving
efficient
convenient
secure

INTERPRATATION:
The most significant contribution of INTERNET BANKING for the public and private sector
banks

customers, out of time saving, efficient, convenient and secure is convenience in 45%

customers view. Convenience is followed by time in 25% customers view, then it is

efficiency in 15% and security in the end in only 15% customers view
 9. While opening up the account, were you aware of INTERNET
BANKING services provided by your bank?

yes 42
NO 18

awareness

no

awareness

yes

0 5 10 15 20 25 30 35 40 45

INTERPRATATION:
According to this survey majority of respondents i.e.70% were aware about INTERNET
BANKING services provided by their bank and 30% of respondents were not aware about the
INTERNET BANKING services provided by their bank at the time of opening up of their
account because of lack of awareness and some are using banking services from last so many
years at that time bank was not offering INTERNET BANKING service so they were not
aware at that time but now they are aware
 10 .To what extent are you satisfied with your Banks INTERNET
BANKING services?

Satisfaction No. of Respondents

Andhra ICICI
Highly satisfied 13 14
Satisfied 10 8
Nuetral 2 2
Dissatisfied 3 3
Highly dissatisfied 2 3
Total 30 30

highly dissatisfied

dissatisfied

nuetral
Column1
Column2
satisfied

highly satisfied

0 2 4 6 8 10 12 14

INTERPRATATION:
From this we can analysis that most of the respondents that is 13 respondents are satisfied
with the services provided by the bank. That they like the banking services provided by the
by ANDHRA bank and the bank also easily satisfied their customers. From this we can
analysis that most of the respondents that is 14 respondents are satisfied with the services
provided by the bank. That they like the banking services provided by the by ICICI bank and
the bank also easily satisfied their customers.
 11. Which of the following benefits you are availing, while Using
INTERNET BANKING services?

No of users No. Of users

Benifits ANDHRA ICICI
Time saving 14 15
Inexpensive 8 8
Easy processing 4 4
Easy fund transfer 4 3
Total 30 30

14
12
10
8
6
4
2 ANDHRA
0 ICICI
ICICI
ANDHRA

INTERPRATATION:

We can analysis that the customers of ANDHRA really satisfied with the time saving facility
of INTERNET BANKING. They thought that its a good for them to use the INTERNET
BANKING services because its save their time and they can easily access the service. We
can easily understand that there is not at all the biggest difference between the respondents of
ANDHRA and ICICI they both use the INTERNET BANKING services because its save
their time and its easily to handle
 12. if you are not aware about E Banking services then would you like to
have information about this or would you like to get information from
the bank itself?

General information about INTERNET No. Of reponse

BANKING
Yes 33
No 27
Total 60

information about e banking

35
30
25
20
15 information about e
banking
10
5
0
yes
no

INTERPRATATION:

The result shows 55% respondents will like to get information from the bank itself and 45%
respondents will not like to get information from the bank itself as INTERNET BANKING
services is provided by every bank so majority of respondents wants to get information about
INTERNET BANKING.
13.Would you like to use e banking services after Getting the required
knowledge about the services Offered by the banks?
Get information about e banking No of response
Yes 36
No 24
Total 60

use of e banking services

yes
no

INTERPRATATION:

The result shows that 60% respondents would like to use E Banking services after getting the
required knowledge about the services offered because now a days INTERNET BANKING
services considered very important and everyone use these services daily to do work easily
and quickly but 40% respondents would not like to use E Banking services after getting the
required knowledge about the services offered by the banks
14.The problem faced by peoples while use INTERNET BANKING:

Reasons No. Of respondents

More time taken in fund transfer 25
Not easy for any uneducated person 30
Others 5
Total 60

problems while using e banking

more time taken

not easy for any

uneducated person
others

INTERPRATATION:

From this graph we can see that most of the persons are unsatisfied just because they are not
educated. They dont know how to use all the services and the another reason is that is takes
time in transferring the funds.
 CHAPTER-5
FINDINGS, SUGGESTIONS AND CONCLUSION
FINDINGS:
In the study the number of respondents belonging to ANDHRA bank is compared to
ICICI bank . The study revealed that the internet banking is used by 65% of
respondents. This suggests that the E banking services is increasing in usage however
there is still a long way to go.

From the feedback received through questionnaires filled by the customers of

ANDHRA and ICICI bank, it is clear that most of the customers are using the E
Banking services provided by the banks.

65% of respondents are using the INTERNET BANKING services and 75% of users
Are prefer to use the ATM services.

70% of the users are using the INTERNET BANKING services for bill payment and
65% are using the online shopping services.

The e- banking services are popular among the people from last 3 years.

The most popular reason to choose the INTERNET BANKING is convenient

provided by it. It saves the time and efforts of a person to visit the branch fro
depositing the cash. These all things can be done by the internet banking.

The people are satisfied with the services provided by both the banks.

The most of people are using the internet banking to avail the benefit of time saving.
This is the most important thing that can make the consumer satisfy towards their
bank.

The major drawback of it is not useful for the uneducated people. Those people dont
know how to operate it and what are the benefits if they are using the INTERNET
BANKING.
 SUGGESTIONS:
.
To promote E Banking services and to have a bank wide usage and adoption it

is necessary that banks educate the non using customers about the benefits and

advantages of E Banking.

Banks should look forward to have some tie ups with other financial institutions

to increase the service base.

The major concerns of E Banking are security threats and privacy issues which

will have to be dealt with to ensure long term survival. More technologically

advanced security features should be deployed by the banks.

Mobile banking is also getting popular in the segment of internet banking ICICI is

providing mobile banking with limited features.

To keep pace with the private sector banks The Public sector banks need to provide
more mobile features.

The service charges of E Banking services should be nominal to attract more

customers and increase the customer base.

The employees of public sector banks should be trained about the E Banking

services so that they can further encourage and educate the customers to use E

Banking services.
CONCLUSION:

INTERNET BANKING has become a necessary survival weapon. Today, the

click of the mouse offers customers banking services at a much lower cost and
also empowers them with unprecedented freedom in choosing vendors for their
financial service needs. Banks have to upgrade and constantly think of new
innovative customized packages and services to remain competitive. Banks
have come to realize that survival in the new e-economy depends on delivering
some or all of their banking services on the Internet while continuing to support
their traditional infrastructure. The rise of INTERNET BANKING is redefining
business relationships and the most successful banks will be those that can truly
strengthen their relationship with their customers. Without any doubt, the
international scope of E banking provides new growth perspectives and Internet
business is a catalyst for new technologies and new business processes.
 CHAPTER -6
BIBLIOGRAPHY
BOOKS:

Kothari, C.R, "Research Methodology "WishwaPrakashan, Delhi, 2004

C.H Gupta(2004)-E banking in India
Banking service operation(ICFAI)
K.C Sharma(2007)-Indian
Money and Banking

WEBSITES:
www.scribbed.com
www.slideshare.com
www.icicibank.com
www.andhrabank.com
https://en.wikipedia.org/wiki/onlinINTERNET BANKING
www.google.com
www.wikipedia.com
CHAPTER-7

ANNEXURES
 QUESTIONNARE:

Name: __________________________

sex (a) Male______________ (b)Female______________

1)Are you a internet user?

Male
female

2) In which bank, do you have account?

ICICI

ANDHRA

3) Are you a user of INTERNET BANKING?

Yes

No

4) Do you prefer ATM services?

yes

no

5)Do you prefer INTERNET BANKING for bills payment?

yes

no

6) Do you prefer online shopping?

yes

No
 7) From how much years you are using these services?

0-3 years

3-5 years

5-10 years

<10 years

8) Why you choose INTERNET BANKING?

Time saving

Efficient

Convenient

Secure

9) While opening account in bank ,are you aware about the services?

Yes

No

10) To what extent, you are satisfied with the services provided by your bank?

Highly satisfied

Satisfied

Neutral

Dissatisfied

Highly dissatisfied

11) Which of the following benefits you are availing, while Using INTERNET BANKING
services?

Time saving
Inexpensive
Easy process
Easy fund transfer

12) If you are not aware about E Banking services then would you like to have information
about this or would you like to get information from the bank itself?

Yes
No
13) .Would you like to use e banking services after Getting the required knowledge about the
services Offered by the banks?

Yes
No

14) Would you like to use e banking services after Getting the required knowledge about the
services Offered by the banks?

Yes
No