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Enrolment Number : 2491800020
: MANJUNATH REDDY
RAMAIAH INSTITUTE OF
MANGEMENT SCIENCES
NO 15, NEW BEL ROAD MSRT POST,
M S RAMAIAH NAGAR BANGALORE -
560054
: FINANCE
: A COMPARATIVE STUDY ON MOBILE
BANKING SERVICES OF SBI, ICICI
AND AXIS BANK BANGLORE
: DR. DHANALAKSHMI, RIMS Bangalore
RAMAIAH INSTITUTE OF
MANGEMENT SCIENCES
NO 15, NEW BEL ROAD MSRT POST,
M S RAMAIAH NAGAR BANGALORE -
560054
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1
 SYNOPISIS ON PROJECT
A COMPARATIVE STUDY ON MOBILE BANKING SERVICES OF
SBI, ICICI AND AXIS BANK BANGLORE

BY
MANJUNATH REDDY
REG NO: 2491800020
GUIDE
DR. DHANALAKSHMI

Submitted to:

Through

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 CONTENTS

SL NO. CHAPTERS PAGE NO.

1 INTRODUCTION 4

2 REVIEW OF LITERATURE 5-7

3 RESEARCH METHODOLOGY 8-9

4 PROPOSED PLAN 10

5 EXPECTATIONS 10

6 REFERENCES 11

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INTRODUCTION:
Finance is the life blood of trade, commerce and industry. Now-a-days, banking sector acts as
the backbone of modern business. Development of any country mainly depends upon the
banking system.

In simple words, Banking can be defined as the business activity of accepting and safeguarding
money owned by other individuals and entities, and then lending out this money in order to
earn a profit. However, with the passage of time, the activities covered by banking business
have widened and now various other services are also offered by banks. The banking services
these days include issuance of debit and credit cards, providing safe custody of valuable items,
lockers, ATM services and online transfer of funds across the country / world.
It is well said that banking plays a silent, yet crucial part in our day-to-day lives. The banks
perform financial intermediation by pooling savings and channelizing them into investments
through maturity and risk transformations, thereby keeping the economy’s growth engine
revving.

Banking business has done wonders for the world economy. The simple looking method of
accepting money deposits from savers and then lending the same money to borrowers, banking
activity encourages the flow of money to productive use and investments. This in turn allows
the economy to grow. In the absence of banking business, savings would sit idle in our homes,
the entrepreneurs would not be in a position to raise the money, ordinary people dreaming for
a new car or house would not be able to purchase cars or houses.

Banking plays an important role in the financial life of a business, and the importance of banks
can be seen from the fact that they are considered as to be the life-blood of modern economy.
Although no wealth is created by Bank, but their essential activities facilitates the process of
production, exchange and distribution of wealth. In this way they become the effective partners
in the process of economic development and growth. In the words of Stephenson & Britain
“Banks are the custodians and distribution of liquid capital, which is the life-blood of our
commercial and industrial activities and upon the prudence of their administration depend the
economic well-being of the nation”.

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 LITERATURE REVIEW

Jamie Et Al (2010) conducted a study to reveal the m-banking strategies of mobile network
operators (MNOs) in developing markets, and the regulatory responses to these strategies.
Field visits were made to the Philippines and Kenya where m-banking platforms are well
established, and in depth interviews took place with companies that had succeeded in
launching m-banking platforms, or were considering strategic responses in markets where
competitors had launched platforms. Companies were identified from the existing body of
literature, observation and personal contact. This paper fulfils an important void in the current
literature related to the growth of m-banking platforms in emerging markets. While there has
been an increasing body of literature examining the potential socio-economic impact of m-
banking in developing markets, the purpose of this paper is to explore the implications of m-
banking for competitive dynamics between competing firms, and the related issues for
regulatory authorities.

Amola Et Al (2016) conducted a study to reveal that with the rapid advances in technology
and changing demographics and life-style of people, the traditional branch banking is giving
way to electronic banking (e-banking) and more recently mobile banking (m-banking).
Hence, it is pertinent for the service providers to understand and address the needs of
customers so as to optimize their mobile banking experience. Moreover, customers using m-
banking find that the advantages lie in time-effectiveness, convenience, safety, operational
simplicity and ease of navigation. These help in enriching their mobile-banking experience
and have the potential to increase adoption of mobile banking.

Sukanya Et Al (2012) conducted a study to reveal that electronic banking is the latest
delivery channel for banking services. Among the various channels of e-banking,
Internet banking and mobile banking are considered to be the fastest developing areas. This
research provides a comparative evaluation on some identified parameters of i-
banking and m-banking. Those who have experienced m-banking have shown a clear
inclination toward m-banking for value-added services like movie ticket booking. The
analysis on the satisfaction level gives core service dimension and value added service
dimension both for i-banking and m-banking. Therefore i-banking and m-banking can be
regarded as complementary to each other.

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Michael Et Al (2014) conducted a study to reveal that mobile banking (m-banking) allows
consumers to conduct financial transactions without temporal and spatial constraints through
Internet-enabled mobile devices such as smartphones. The results indicated that, perceived
compatibility, perceived credibility, and perceived costs were the significant predictors of m-
banking adoption in the United States. The findings of this study provide marketers,
smartphone manufacturers, and financial institutions the needed knowledge to help expand
m-banking. This study contributes to social change because expanding m-banking is
expanding opportunities to previously underserved populations who can afford cheap mobile
phones to engage in financial activities.

Wisal Et Al (2014) conducted a study to know about the revolution of information and
communication technology (ICT). It deals with the evolution of banking technology (BT),
electronic banking (e-banking) and mobile banking (m-banking) in Sudan. The focus is on the
availability of adequate infrastructure and on the challenges and risks that face m-
banking services in Sudan. The findings showed that although m-banking is believed to be
essential, still the services provided are at an infant stage. It is also found that concerned parties
are not fully cooperating. This raises risks and constitutes challenges that hinder full utilization
of m-banking in Sudan. Based on these results, the main recommendation of the researchers
was that regulatory policies should be stated clearly to ensure full collaboration between all
concerned parties. This is to support bank managers and decision makers in formulating their
strategic plans to deliver competitive services.

Van B., Paul, Veloso, Francisco M. and Oliveira, P., (2012), “ Innovation by Users in
Emerging Economies, Evidence from Mobile Banking Services”, This paper examined the
extent to which users in emerging economies innovate, and whether these innovations are
meaningful on a global stage. To study this issue, the researcher conducted an empirical
investigation into the origin and types of innovations in financial services offered via mobile
phones, a global, multi-billion dollar industry where emerging economies play an important
role. The researcher used the complete list of mobile financial services, as reported by the GSM
Association (GSMA), and collected detailed histories of the development of the services and
their innovation process. Analysis of this study shows that 85% of the innovations in this field
originated in emerging markets. The researcher also conclude that at least 50% of all mobile
financial services were pioneered by users, approximately 45% by producers, and 5% jointly
by users and producers. Additionally, services developed by users diffused at more than double
the rate of producer-innovations. Finally, the researcher observed that three quarters of the
innovations that originated in emerging markets have already diffused to OECD countries and
that the (user) innovations are therefore globally meaningful.

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 RESEARCH METHODOLGY

Objectives of the study:

 To study about the awareness of the selected bank customers towards usage of
mobile banking services.
 To identify the mobile banking services which are popularly adopted by the
customers.
 To Study on various factors describing the use of mobile banking service user.
 To determine the impact of mobile banking on the customer mode of transactions.
 To understand the perception of the customer about mobile banking system.

Statement of the Research Problem:

From the traditional banking services the Banking Industry has moved on very rapidly along
with a lot of technological changes. The interest of mobile banking services has not only
benefited customers but it has also given rise to many problems and challenges. This study was
done with an intention of studying in detail about mobile banking services.

HYPOTHESIS OF THE STUDY

1. (Ho) : There is no impact on mobile banking on the customer mode of the transactions

2. (H1): There is significance difference of Mobile banking services between SBI, ICICI,
AXIS banks.

SAMPLING:

Sampling is a process used in statistical analysis in which a predetermined number of

observations are taken from a larger population. The methodology used to sample from a larger
population depends on the type of analysis being performed, but may include convenience
random sampling or systematic sampling.

For this research study, quantitative research approach has been used. Firstly, past work of
various scholars was studied through which a well-structured questionnaire was prepared. The
questionnaire covered three broad areas including, the general characteristics of the
respondents; preference of bank for mobile banking; services often used; how often those
services are preferred; range of amount used; finally different problems encountered by users

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and suggestions from customers end. Several close and open ended questions were
incorporated in the questionnaire. Responses were obtained from customers of different banks
namely SBI, AXIS and ICICI BANK’S in BANGLORE.

Data collection:
Primary data: Primary data was collected with the help of self-administered questionnaire
and survey as main source of information.

Secondary data:

 Internet
 Magazines
 Newspapers
 Company web site.

 Sampling Plan :

As a Researcher, convenience random sampling was followed for the study, at various
branches of SBI, AXIC and ICICI banks spread over the city.

 Sample Size :
The sample size involved 150 customers of SBI, AXIS and ICICI in BANGLORE.
Determine sample size in Bangalore
Confidence level: 95
Confidence interval: 8
Total population: 1500
Sample size calculated: 150 customers of SBI, AXIS, and ICICI bank in Bangalore

 Sampling Unit :
Mobile Banking customers of SBI, AXIS and ICICI in BANGLORE.

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Limitations of the study :

1. Study was restricted to selected banks because of time constrain it couldn’t be carried
out through all the banks.

2. Study was restricted to Bangalore only whereas the perception of the customers may be
different in some other places.

3. Difficulty in interviewing the customers because most of them come to the bank strictly
to carryout transactions and leave. They didn’t have time to wait and listed

4. The study is conducted mainly with the help of primary data, which suffers from biased-
ness and lack of interest among the sample customers.

PURPOSE PLAN OF WORK

TIME PERIOD WORK TO BE DONE

1ST- 2ND WEEK INTRODUCTION

3RD -5TH WEEK LITERATURE REVIEW

6TH -9TH WEEK COLLECTION DATA AND

ANALYSIS OF PERFORMANCE OF
THE BANK.

10TH – 11TH WEEK FUNDING THE RESEARCH

12TH WEEK SUBMISSION OF THE REPORT

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EXPECTATIONS

The main reason to conduct this research is that to find out the mobile banking services of SBI,
ICICI AND AXIS BANK and the stability of the bank services by using various tools. In this
research we are mainly using the primary and secondary data Of 3 banks. In this research
services of 3 banks. In this research the mobile banking services and the awareness level and
the impact of mobile banking are analysed The outcome of this research will help the area in
which bank have to improve the services. This research will help the banks customers to know
more about their services of banks.

REFERNCE
 Prerna Sharma Bamoriya,, Dr. Preeti Singh. (2012). mobile banking in
India: barriers in adoption and service preferences. Integral Review- A
Journal of Management, ISSN :2278-6120, Volume 5, No. 1.

 Michael et (2014). User Criteria for selecting mobile banking services in

Coimbatore. Empirical evidence ISSN, Volume 1, Issue 1 (February,
2012).
 Dr. Hamza Salim Khraim, Dr. Younes Ellyan (2011).Factors Affecting
Jordanian Consumers’ Adoption of Mobile Banking Services.
International Journal of Business and Social Science Vol. 2 No. 20.
 Mattila, M. (2008). Factors affecting the Adoption of Mobile Banking
Services, Journal of Internet Banking and Commerce (JIBC).

 Sulaiman, A., Jaafar, N. I. & Mohezar, S. (2007). An Overview of Mobile

Banking. International Journal of Mobile Communications, pp.157-16

 Amiri aghdaie sf faghai 2012 mobile banking services and customer

satisfaction international journal of management business

 Jamie Et (2010) mobile banking customer satisfaction the case of Dhaka city
world of business research 5:108-120

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