AREPORT

ONCONSUMER BEHAVIOUR TOWARDS E – BANKING

HDFC & ICICI

Submitted By: Submitted To:

Vivek Rana (09082) Dr. R.P. PatelHarshil Patel (09058)Bhumit Patel (09051)Akshar Amin (09046)

G.H.Patel P.G. Institute of Business Management

Sardar Patel University

Vallabh Vidyanagar

On

November 15, 2010

PREFACE

The above report is research study on the perception of people towards services offered by

cinema halls and what gives a strong feeling to them to visit to these places. This report brings a

complete view and full picture about an attitude which is carried out by general public towards a

various services offered by different cinema houses. Thus it depicts what forces an individual to

decide what he/she prefers may be due to his/her previous experience or learning.

We have outlined various factors which are in trend and thus keeping those factors we have

designed a questionnaire which helped us to collect data from various people and finally we have

analysed the different perceptions of people and their common outlook for such a place.

We would like to acknowledge and express sincere thanks to DR .R.P Patel Sir who is our

mentor in the above research project. It was his support and knowledge which helped us to

progress ahead in this topic. Finally we would like to acknowledge the Cinema halls

(multiplexes) which we visited and by approaching these places we were able to carry out our

research in depth.

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CONTENT

CHAPTER PARTICULARS PAGE NO.

I PREFECE 1

1

1.1

1.2

1.3

1.4

1.5

1.6

INTRODUCTION

WHAT IS E-BANKING

USAGE OF E-BANKING

E-BANKING SYSTEM

TYPES OF E-BANKING

ADVANTAGE & DISADVANTAGE OF E-BANKING

HOW E-BANKING CAN EASE YOUR LIFE

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3

6

7

9

10

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2

2.1

2.2

INTRODUCTION TO HDFC & ICICI

HDFC COMPANY PROFILE

ICICI BANK PROFILE

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13

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3 NEED, OBJECTIVE, SCOPE & METHODOLOGY 20

4 DATA ANALYSIS & INTERPRETATION 24

BIBLIOGRAPHY 62

QUESTIONAIRE 63

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CHAPTER 1: INTRODUCTION

INTRODUCTION OF E-BANKING

The world is changing at a staggering rate and technology is considered to be the key driver for these changes around us. An analysis of technology and its uses show that it has permeated in almost every aspect of our life. Many activities are handled electronically due to the acceptance of information technology at home as well as at workplace. Slowly but steadily, the Indian customer is moving towards the internet banking. The ATM and the Net transactions are becoming popular. But the customer is clear on one thing that he wants net-banking to be simple and the banking sector is matching its steps to the march of technology. E-banking or Online banking is a generic term for the delivery of banking services and products through the electronic channels such as the telephone, the internet, the cell phone etc. The concept and scope of e-banking is still evolving. It facilitates an effective payment and accounting system thereby enhancing the speed of delivery of banking services considerably. Several initiatives have been taken by the Government of India as well as the RBI (Reserve Bank of India); have facilitated the development of e-banking in India. The government of India enacted the IT Act, 2000, which provides legal recognition to electronic transactions and other means of electronic commerce. The RBI has been preparing to upgrade itself as regulator and supervisor of the technologically dominated financial system. It issued guidelines on the risks and controls in computer and telecommunication systems to all banks, advising them to evaluate the risks inherent in the systems and put in place adequate control mechanisms to address these risks.

1.1 WHAT IS E-BANKING?

Electronic banking is one of the truly widespread avatars of E-commerce the world over. Various authors define E-Banking differently but the most definition depicting the meaning and features of E-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 Transactions electronically without visiting a brick-and-mortar institutions.

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

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NEED FOR E-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.

HISTORY OF E- BANKING

The precursor for the modern home online banking services were the distance banking services over electronic media from the early '80s. The term online became popular in the late '80s and refers 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 services started in New York in 1981 when four of the city’s major banks (Citibank, Chase Manhattan, Chemical and Manufacturers Hanover) offered home banking services using the videotex system. Because of the commercial failure of videotex these banking services never became popular except in France where the use of videotex (Minitel) was subsidised by the telecom provider and the UK, where the Prestel system was used. The UK’s first home online banking services were set up by the Nottingham Building Society (NBS) in 1983 ("History of the Nottingham" Retrieved on 2007-12-14.). The system used was based on the UK's Prestel system and used a computer, such as the BBC Micro, or keyboard (Tandata Td1400) connected to the telephone system and television set. The system (known as 'Homelink') 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 Homelink 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 Prestel. 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 Oct, 1994.

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EVOLUTION OF E-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 1970’s and 1980’s.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 1990’s 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 E-banking

Nuclear charged

Real time transactions,

Integrated platform,

All time access

Intense competition has forced banks to rethink the way they operated their business. They had to reinvent and improve their products and services to make them more beneficial and cost effective. Technology in the form of E-banking has made it possible to find alternate banking practices at lower costs.

More and more people are using electronic banking products and services because large section of the banks future customer base will be made up of computer literate customer, the banks must be able to offer these customer products and services that allow them to do their banking by electronic means. If they fail to do this will, simply, not survive. New products and services are emerging that are set to change the way we look at money and the monetary system.

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1.2 USAGE OF E-BANKING

The rise in the e-commerce and the use of internet in its facilitation along with the enhanced online security of transactions and sensitive information has been the core reason for the penetration of online banking in everyday life. According to the latest official figures from the office of National Statistics ( ONS 2007) indicate that subscriptions to the internet has grown more than 50% from 25 million in 2005 to 45 million in 2007 in India. It has also been estimated that 60% of the population in India use internet in their daily lives. The fundamental shift towards the involvement of the customer in the financial service provision with the help of the technology especially internet has helped to reduce the costs of financial institutions as well as helped client to use the service at anytime and from virtually anywhere with access to an internet connection. The use of electronic banking has removed personnel that facilitate the transactions and has placed additional responsibilities on the customers to transact with the service. The computerization of the banking operations has made maximum impact on:-

1) Internal Accounting System

2) Customer service

3) Diversification of system

INTERNET BANKING VERSUS TRADITIONAL BANKING

In spite of so many facilities that Internet banking offers us, we still seem to trust our traditional method of banking and is reluctant to use online banking. But here are few cases where Internet banking will turn out to be a better option in terms of saving your money.

'Stop payment' done through Internet banking will not cost any extra fees but when done through the branch, the bank may charge you Rs 50 per cheque plus the service tax. Through Internet banking, you can check your transactions at any time of the day, and as many times as you want to. On the other hand, in a traditional method, you get quarterly statements from the bank and if you request for a statement at your required time, it may turn out to be an expensive affair. The branch may charge you Rs 25 per page, which includes only 30 transactions. Moreover, the bank branch would take eight days to deliver it at your doorstep. If the fund transfer has to be made outstation, where the bank does not have a branch, the bank would demand outstation charges. Whereas with the help of online banking, it will be absolutely free for you. As per the Internet and Mobile Association of India's report on online banking 2006, "There are many advantages of online banking. It is convenient it isn't bound by operational timings, there are no geographical barriers and the services can be offered at a miniscule cost."

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1.3 DIAGRAM OF E-BANKING SYSTEM

E-BANKING PRODUCTS

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:-

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• 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 ATM’s.

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 customer’s 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.

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1.4 TYPES OF INTERNET BANKING OR E-BANKING

Understanding the various types of Internet banking will help examiners assess the risks involved. Currently, the following three basic kinds of Internet banking are being employed in the marketplace.

Informational- this is the basic level of Internet banking. Typically, the bank has marketing information about the bank’s products and services on a standalone server. The risk is relatively low, as informational systems typically have no path between the server and the bank’s internal network. This level of Internet banking can be provided by the banks or outsourced. While the risk to a bank is relatively low, the server or web site may be vulnerable to alteration. Appropriate controls therefore must be in place to prevent unauthorized alterations to the bank’s server or web site.

Communicative- this type of Internet banking systems and the customer. The interaction between the bank’s system and the customer. The interaction may be limited to electronic mail, account enquiry, loan applications, or static file updates (name and address change). Because these servers may have a path to the bank’s internal networks, the risk is higher with this configuration than with informational systems. Appropriate controls need to be in the place to prevent, monitor, and alert management of any unauthorized attempt to access the bank’s internal networks and computer systems. Virus controls also become much more critical in this environment.

Transactional- this level of Internet banking allows customers to execute transactions. Since a path typically exists between the server and the bank or outsourcer’s internal network, this is the highest risk architecture and must have the strongest controls. Customer transactions can include accessing accounts, paying bills, transferring funds etc.

FEATURES OF E-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.

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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.

1.5 ADVANTAGE & DISADVANTAGE OF E - BANKING

ADVANTAGES OF E-BANKING:-

• Convenience- Unlike your corner bank, online banking sites never close; they’re available 24 hours a day, seven days a week, and they’re 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 you’re 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 IRA’s, 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."

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DISADVANTAGES OF INTERNET BANKING

• Start-up may take time-In order to register for your bank’s 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.

1.6 HOW E-BANKING CAN EASE YOUR LIFE

Indian banks are trying to make your life easier. Not just bill payment, you can make investments, shop or buy tickets and plan a holiday at your fingertips. In fact, sources from ICICI Bank tell us, "Our Internet banking base has been growing at an exponential pace over the last few years. Currently around 78 per cent of the bank's customer base is registered for Internet banking." To get started, all you need is a computer with a modem or other dial-up device, a checking account with a bank that offers online service and the patience to complete about a one-page application- which can usually be done online. You can avail the following services.

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. Payee’s 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. Railway pass: This is something that would interest all the aam janta. Indian Railways has tied up with ICICI bank and you can now make your railway pass for local trains online. The pass will be delivered to

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you at your doorstep. But the facility is limited to Mumbai, Thane, Nasik, Surat and Pune. The bank would just charge Rs 10 + 12.24 percent of service tax.

5. 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.

6. 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.

7. 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.

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CHAPTER – 2 INTRODUCTIONS TO HDFC & ICICI

2.1 HDFC COMPANY PROFILE

INTRODUCTION

HDFC Bank (NYSE: HDB), one amongst the firsts of the new generation, tech-savvy commercial banks of India, was incorporated in August 1994, after the Reserve Bank of India allowed setting up of Banks in the private sector. The Bank was promoted by the Housing Development Finance Corporation Limited, a premier housing finance company (set up in 1977) of India.

HISTORY

The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995.

BRANCH NETWORK

Currently HDFC Bank has 1416 branches, 3382 ATMs, in 550 cities in India, and allbranches of the bank are linked on an online real-time basis. The bank offers many innovative products & services to individuals, corporate, trusts, governments, partnerships, financial institutions, mutual funds, insurance companies. It is a path breaker in the Indian banking sector. In 2007 HDFC Bank acquired Centurion Bank of Punjab taking its total branches to more than 1,000. Though, the official license was given to Centurion Bank of Punjab branches, to continue working as HDFC Bank branches, on May 23, 2008.

BUSINESS FOCUS

HDFC Bank's mission is to be a World-Class Indian Bank. The Bank's aim is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services in the segments that the bank operates in and to achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity and regulatory compliance. HDFC Bank's business philosophy is based on four core values: Operational Excellence, Customer Focus, Product Leadership and People.

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HDFC BANK SERVICES

a. NET BANKING: Net Banking is HDFC Bank's Internet Banking service. Providing up-to-the-second account information, Net Banking lets you manage your account from the comfort of your mouse - anytime, anywhere.

b. HDFC Bank Net Banking Secure Access

HDFC Bank has implemented a new security solution for its customers – Secure Access .As your security is our top priority, we have initiated the Secure Access solution to protect you from fraudsters and hackers - who are looking to find a way to access your account. Currently following transactions are covered under Secure Access

• Transfer from one HDFC Bank account to other HDFC Bank account holders (under distinct customer ID)

• Transfer from HDFC Bank account to any other Bank's account (also known as RTGS & NEFT)

• Visa Money Transfer

• Third Party Demand Draft through Net Banking

c. Third Party Transfer

Third-Party Transfer is a Net Banking feature for which you will need your unique Customer ID and IPIN (password). Login to Net Banking to confirm that your ID is active in our records.

FEATURES & BENEFITS

No need to individually log on to internet banking of every account. Just log on to One View and manage upto FIVE accounts in different banks.

• Remember only ONE password.

• No charges whatsoever

HOW SECURE IS ONEVIEW?

One View gives you the world class banking security and technology sophistication you'd expect of HDFC Bank, with features such as:

• Robust firewall protection makes it nearly impossible to break through.

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• All information is transmitted using advanced 128 bit Secure Socket Layer (SSL) encryption technology.

• Automatic time-outs ensure that your account details are not viewed by others.

• You can only view your accounts and cannot transact, so your money is absolutely safe.

MOBILE BANKING: Your Mobile is now your bank! Now access your bank account and conduct a host of banking transactions through your mobile, with our unique Mobile Banking service. You can check your account level information such as balance details, mini statement, and cheque status as well as carry out financial transactions such as Funds Transfer using HDFC Bank Mobile Banking service.

FEATURES OF MOBILE BANKING

Using our Mobile Banking service, you can avail of a host of features at your finger tips

• Perform funds transfers

• Get your balance details

• Obtain your last 3 transaction details

• Request a cheque book

• Stop a cheque payment

• Enquire cheque status

• Request an account statement

• Get Fixed Deposit details

• Request for I-PIN generation

• Request a cheque book

AUTOMATED TELLER MACHINE: With wide spread network of 4,000 ATMs across India, enjoy the following benefits at your convenience.

• 24-hour access to Cash - Withdraw up to Rs.10, 000/- per day on your ATM Card and up to Rs. 15,000 on your Debit Card.

• Personalized Cash Withdrawals – Save time on your cash withdrawal transactions by pre-setting your preferred language / account / amount.

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• View Account Balances & Mini-statements - Get details of the last 9 transactions on your account with the mini-statement, along with your account balance.

• Change ATM PIN - Change your ATM PIN at any given point in time.

• Order a Cheque Book / Account Statement

• HDFC Bank Credit Card Payment - Make payment of your HDFC Bank Credit Card dues using the ATM. The primary account of your Debit / ATM card will be debited.

• Deposit Cash or Cheques - Deposit Cash or Cheques into your account without visiting the Branch. Available at Non-Branch HDFC Bank ATMs

• Transfer Funds between accounts – Transfer money between your accounts. Both accounts must be linked to your ATM / Debit Card. Maximum of 16 A/Cs (Savings / Current) can be linked to a card.

REFILL YOUR PREPAID MOBILE – Refill your prepaid mobile using Prepaid Mobile Refill service instantly. HDFC Bank offers – Prepaid Mobile Refill, which allows you to recharge your prepaid mobile phone anytime from anywhere and pay directly from your Bank account. Avoid hassles of withdrawing cash or searching for a retailer for buying the recharge card.

• You can avail of this service in two convenient ways:

Prepaid Mobile Refill on Internet

Prepaid Mobile Refill on ATM

PHONE BANKING: Your phone is now your bank. When you dial in to Phone Banking, a voice prompt will guide you through the various transactions. You may also talk to a Phone Banker, who will provide you with the required assistance. Avail of the following services via Phone Banking:

a. Check your account balance - Get up-to-the-second details of your Savings or Current Accounts and your Fixed Deposits. You can also get the details of the last 5 transactions on your account, or have a mini statement of last 9 transactions faxed across to you.

b. Enquire on the cheque status - You can use Phone Banking to check on the status of cheques issued or deposited from anywhere in India.

c. Order a Cheque Book / Account Statement - Just call Phone Banking and get your Cheque Book or latest Account Statement delivered at your doorstep.

d. Stop Payment - Stop payment of a single cheque or a series of cheques, 24 hours a day. Loan Related queries - Get details of the outstanding loan amount, enquire about your loan account, request for an interest certificate and repayment schedule, etc. Just call Phone Banking in your city and dial 4 to speak to our Phone Banker

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e. Open a Fixed deposit or Enquire on your Fixed deposits / TDS*# - Talk to our Phone Banker to easily open a Fixed Deposit over the phone, by simply authorizing a transfer of funds from your Savings Account.

f. Transfer Funds between accounts*# - You can also transfer money from one of your accounts to another. Both accounts must be linked to your Customer ID. You can transfer amounts upto Rs 1 Lac in a single day.

g. Pay your bills - Pay your cellular, telephone, electricity and HDFC Bank Credit Card bills through Phone Banking using Bill Pay, a comprehensive bill payments solution.

h. Report loss of your ATM / Debit Card / Forex Plus Card - If your ATM / Debit / Forex plus Card are lost, call any Phone Banking number to deactivate your card(s).

i. Learn about all our other products - Get details on HDFC Bank products & services by talking to our Phone Banker.

j. Enquire about latest Interest / Exchange rates - Get latest Interest rates on Deposits and Foreign Exchange rates by talking to our Phone Banker.

k. Request a Demand Draft / Manager's Cheque #** - Call Phone Banking and get a Demand Draft / Manager's Cheque delivered to your doorstep.

l. Demat Related Queries - Get the Account holding details, Transaction details, ISIN Number of a scrip, Status of Depository Slips, details of Client Master list (Dividend account, Charges Debit account, PAN etc.) & others. Call Phone Banking in your city & dial 5 to speak to our Phone Banker.

2.2 ICICI BANK PROFILE

ICICI Bank is India's second-largest bank with total assets of Rs. 3,562.28 billion (US$ 7 billion) at December 31, 2009 and profit after tax Rs. 30.19 billion (US$ 648.8 million) for the nine months ended December 31, 2009. The Bank has a network of 1,723 branches and about 4,883 ATMs in India and presence in 18 countries. ICICI Bank 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 and affiliates in the areas of investment banking, life and non-life insurance, venture capital and asset management. The Bank currently 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. Our UK subsidiary has established branches in Belgium and Germany. ICICI Bank's equity shares are listed in India on Bombay Stock Exchange and the National Stock Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE).

ICICI BANK SERVICES MOBILE BANKING: Conducting banking operations using the mobile phone has been fast catching up around the world for its convenience. We have launched mobile services

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in India to convenience our customers. You can do your banking operations sitting anywhere, anytime. It is discreet, personalized and on your phone. Use it when at a meeting, in a movie hall, while having your Sunday brunch or at any other place you cannot usually expect to get the information you want from your bank. It is an empowering and user-friendly mode of accessing your bank account. To get started, take a look at the menu on the left and go through our various services.

INTERNET BANKING

ICICI Bank brings convenience and security to your desktop. Now you can check your account balance, transfer funds, download your account statement, and pay bills or even book tickets online, from the comfort of your home or in the middle of a busy day at the office. Explore the power of simpler and smarter Banking whether you are a Banking, Credit Card, Loan or Demat customer.

ATM BANKING

Bank 24/7 through a widespread network of ICICI Bank ATMs making life easy and convenient for you. User-friendly graphic screens and easy to follow instructions available in a choice of local languages, makes ATM Banking with ICICI Bank a smoother experience. ICICI Bank's widespread network of ATMs makes it easy and convenient for you to bank 24/7. With over 4,883 + ATMs and 1,626 + branches set up within India, we ensure that you are never too far from an ICICI Bank ATM. User friendly graphic screens and easy to follow instructions in a choice of local languages,

makes ATM Banking with ICICI Bank a smooth experience. ICICIBank.com also features the easy to access ATM Locator, making it easy for you to find an ICICI Bank ATM in your neighbourhood.

The ICICI Bank edge

• Cash withdrawal up to Rs. 25,000/- per day from your account (50,000 for HNI's). Fast Cash option facilitates withdrawal of prefixed amounts; Ultra Fast Cash allows withdrawal of Rs. 3000/- in one shot

• Check your ledger balance and available balance

• Print out your Mini Statement which displays your last 8 transactions and the current balance

• Deposit Cash / Cheques at all full function ATMs; cash deposited in ATMs will be credited to the account on the same day if deposited before the clearing and cheques are sent for clearing on the next working day

• Transfer funds from one account to another linked account in the same branch.

• Change the Personal Identification Number (PIN) of your ATM or Debit card

• Pay bills, make donations to temples / trusts, buy internet packs, airtime recharges for prepaid mobile phones, etc.

• Request for a cheque book from our ATMs; concerned branch dispatches it to reach you within 10 working days

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• No charge is levied on ICICI Bank customers for transacting through ICICI Bank's ATMs. But, if the minimum quarterly average balance is not maintained in your savings account, first 6 transactions in the quarter are free and thereafter, Rs. 25 per transaction is charged.

I MOBILE

ICICI Bank's iMobile is a breakthrough innovation in banking that allows you to transfer funds, make your credit card payments, pay utility bills, check your balance and do lots more, for free. So why wait anymore. Just download the iMobile application on your phone by sending us an SMS and experience iMobile. . ICICI Bank brings to you the 2nd generation iMobile that has newer features, smarter interface, quicker navigation and enhanced functionality. ICICI Bank's iMobile is your answer to banking on the move. The next generation iMobile is your key to a faster, easier and simplified banking service. Using GPRS enabled on your mobile handset or through SMS, iMobile helps you to connect directly to your bank account. This Rich Client Based Application needs to be installed on your mobile thereby enabling a single click access to your account.

Services available with i Mobile:

• Payment of utility bills and credit card bills

• Transfer of funds to any bank account

• Payment of insurance premium

• Placement of service request such us ordering of cheque books, bank account statements, cheque status and balance enquiry Access the following ICICI Bank services via iMobile:

CHAPTER 3: NEED, OBJECTIVE, SCOPE & METHODOLOGY

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NEED OF THE STUDY

• To determining growth direction of online banking service.

• Promoting E-banking services in banking industry.

• Customer perception will be taken into consideration about the internet banking.

OBJECTIVES

• To study about the factors that affects the customer perception towards ebanking of HDFC and ICICI bank.

• To know about the current and future prospects of E-Banking to the customers.

• To find out the major problems faced by the customers while using e-banking services.

HYPOTHESIS EASE OF USE

Ho: Ease of use does not influence the use of E Banking services.

H1: Ease of use does influence the use of E Banking services.

DIRECT ACCESS

Ho: Direct Access does not influence the use of E Banking services.

H1: Direct Access does influence the use of E Banking services.

FRIENDS/RELATIVES

Ho: Friends/Relatives do not influence the use of E Banking services.

H1: Friends/Relatives do influence the use of E Banking services.

SCOPE OF THE STUDY

• Area is restricted to only VADODARA & ANAND because due to the time constraint and not able to visit all the branches in other cities or states.

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• All the classes of the customers were taken into consideration.

• This study was covered E-Banking service sector.

• This is a realistic source directly collected from the customers of Bank.

RESEARCH METHODOLOGY

Research is defined as human activity based on intellectual application in the investigation of matter. The primary purpose for applied research is discovering, interpreting, and the development of methods and systems for the advancement of human knowledge on a wide variety of scientific matters of our world and the universe. The term research is also used to describe an entire collection of information about a particular subject.

Methodology is the method followed while conducting the study on a particular project. Through this methodology a systematic study is conducted on the basis of which the basis of a report is produced. It is a written game plan for conducting Research. Research methodology has many dimensions. It includes not only the research methods but also considers the logic behind the methods used in the context of the study and explains why only a particular method or technique has been used. It also helps to understand the assumptions underlying various techniques and by which they can decide that certain techniques will be applicable to certain problems and other will not. Therefore in order to solve a research problem, it is necessary to design a research methodology for the problem as the some may differ from problem to problem. The methodology adopted for studying the objectives was surveying the in-house customers of these two banks in the city of VADODARA & ANAND.

NATURE

The methodology adopted to achieve the project objective involved descriptive research method. The information required for fulfilling the objective of study was collected from various primary and secondary sources.

TYPE OF RESEARCH

This study is DESCRIPTIVE in nature. It helps in breaking vague problem into smaller and precise problem and emphasizes on discovering of new ideas and insights.

RESEARCH DESIGN

Research design constitutes the blue print for the collection, measurement and analysis of data. The present study seeks to identify the extent of preferences of EBanking over traditional banking among service class. The research design is descriptive in nature. The research has been conducted on customers of HDFC and ICICI Bank within VADODARA & ANAND. For the selection of the sample, convenient

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sampling method was adopted and an attempt has been made to include all the age groups and gender of every class.

RESEARCH INSTRUMENT

The instrument used for gathering data was questionnaire. To get further insight in to the research problem, interview regarding their buying practices too was made. This was done to crosscheck the authenticity of the data provided. To supplement the primary data and to facilitate the process of drawing inference, secondary data was collected from published sources like magazines, journals, newspapers etc.

DATA COLLECTION

Keeping in view the nature of requirements of the study to collect all the relevant information regarding the extent of awareness of the customers using E-banking facilities offered by ICICI and HDFC bank, direct personal interview method with structured questionnaire was adopted for the collection of primary data. Secondary data has been collected through the various internet sites by surfing on Internet and from the records available with the bank.

Sources of data: Following are the methods of sources of data:

SECONDARY DATA:

• Articles on E-Banking taken from journals, magazines published from time to time.

• Through internet.

PRIMARY DATA:

Questionnaire was used to collect primary data from respondents. The questionnaire was structured type and contained questions relating to different dimensions of e-banking preferences among service class such as level of usage, factors influencing the usage of e-banking services, benefits accruing to the users of e-banking services, problems encountered. An attempt was also made to elicit reasons for its non-usage. The questions included in the questionnaire were open-ended, dichotomous and offering multiple choices.

SAMPLE DESIGN AND SIZE

In this research project Descriptive research design is used. Judgement and Convenience sampling method will be used to get the information about online banking. This method is used because we are interested in exploring gender, age, or occupation disparities in terms of online banking in the population. For conducting this research, a structured questionnaire is prepared and sample of 150 customers is taken from ICICI and HDFC bank.

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SAMPLING SIZE

It indicates the numbers of people to be surveyed. Though large samples give more reliable results than small samples but due to constraint of time and money, the sample size was restricted to 150 respondents. The respondents belong to different income group and profession.

SAMPLING UNIT

It defines the target population that will be sampled i.e. it answers who is to be surveyed. In this study, the sampling unit is the people of ICICI and HDFC, VADODARA & ANAND.

TOOLS AND TECHNIQUES OF ANALYSIS:

The data so collected will be analyzed through the application of statistical techniques, such as bar graphs and pie charts.

Data formulation: SPSS

Data Analysis tools: CHI SQUARE TEST

CHAPTER – 4: DATA ANALYSIS & INTERPETATION

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Interpretation: The result shows that majority of respondents i.e. 76% are males who are using the E-banking services and 24% are the female who are using E-banking services. Female are not using this service because they have less knowledge about the internet and they trust face to face interaction more. So it shows that E-banking is more famous among male.

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Interpretation: The result shows that majority of respondents i.e. 27% falls under thecategory of 21-30 years and 23% falls under below 20years it shows that E-banking ismainly famous among youngsters as they are the major users of E-banking and leastcomes under above 50years.

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Interpretation: The result shows that majority of respondents that are using Ebanking are Businessman i.e. 32% they are using E-banking services because it results in time saving. And 27% respondents are working in private sector and 24% respondents are working in government organizations and 17% are others which include students and housewives they are using E-banking because it saves time and students they have complete knowledge of internet.

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Interpretation: The result of this study shows that 32% of the respondents who are using E-banking fall under the income category of 10,000-25,000 and 30% falls under the income category of 25,000 to 50,000 and 23% % falls under the income category of more than 50,000 and 15% % falls under the income category of below 10,000.

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Q1) In which bank do you have your account?

Interpretation: According to this study majority of respondents i.e. 58% have their accounts in both the banks HDFC and ICICI bank and 16% respondents have their account in ICICI Bank and 26% have their account in HDFC bank so it means a large no. of respondents have experience of both the banks.

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Q2) While opening up the account, were you aware of E-banking services provided

by your bank?

Interpretation: According to this survey majority of respondents i.e.73% were aware about E-banking services provided by their bank and 27% of respondents were not aware about the E-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 E-banking service so they were not aware at that time but now they are aware.

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Q3) If answer to question no.2 is YES, which of the following E-banking services is you aware of?

Interpretation: According to this study almost every customer is using more one Ebankingservice and Debit Card is used by almost 95% of respondents and mobile banking is used but 89% of respondents and 61% respondents are using phone banking and only 1% are using one line banking this shows the trend that how customers are using E-banking and among all the E-banking products debit cards are mostly used by respondents because they are easy to use and do not require technical or computer knowledge.

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Q4) Are you availing E-banking services?

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Q6) if answer to question no.4 is yes, how frequently do you use each of the

following services?

Interpretation: The results shows majority of the respondents use internet banking, as. 55 respondents are like to use internet banking because according to them it’s easy to use and easily accessible. They can use this any time anywhere. So it’s good for them to use this facility of E- banking they are satisfied with this facility of E banking.

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Interpretation: The results shows majority of the respondents use mobile banking, as. 45 respondents are like to use mobile banking because according to them it’s easy to use and easily accessible. They can use this any time anywhere. So it’s good for them to use this facility of E- banking they are satisfied with this facility of Ebanking. They also have the same reasons because its saves their time period but the usage of mobile banking is less as compare to internet banking. Because in the time of technology the most respondents are like to use the facility of internet instead of using any other.

Interpretation: The results shows majority of the respondents use phone banking, as. 44 respondents are like to use phone banking because according to them it’s easy to use and easily accessible. They can use this any time anywhere. So it’s good for them to use this facility of E- banking they are satisfied with this facility of E-banking. As phone banking is also used by less people as compare to other respondents who are using internet banking as

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phone banking is also same as mobile banking so the respondents are mainly used this as mobile banking.

Interpretation: The results shows majority of the respondents use one line banking, as. 31 respondents are like to use one line banking but one line banking is used by very less respondents because they are not fully aware about this facility provided by banks so the main focus is on internet banking, mobile banking, phone banking etc. So they don’t have any knowledge about the one line banking.

Interpretation: The results shows majority of the respondents use debit card, as. 51

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respondents are like to use debit card because according to them it’s easy to use andeasily accessible. They can use this any time anywhere. Most of the respondents areused this facility after the internet banking because it’s the main facility which is usedby the customers and they really like this facility.

Q7) Tick the feature which you like while considering HDFC and ICICI bank?

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Interpretation net banking: As per the survey, 12 respondents liked the Net Banking services provided by HDFC bank, whereas in case of ICICI bank 8 respondents liked it. So, we can say that HDFC bank provides better Net Banking services as compared to ICICI bank.

Interpretation of credit card online: According to the survey conducted there are total 17 persons who use E-Banking because of the Credit Card online feature. And out of total respondents, 9 rated HDFC’s Credit Card online service best and 8 rated ICICI’s best.

Interpretation of one view: Out of total 4 respondents who liked One-View feature of E-banking the most, 3 liked HDFC and only 1 liked the One-View feature provided by ICICI bank.

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Interpretation insta alert: As per the survey conducted, 5 respondents said that they like the INSTA ALERTS provided by HDFC bank, whereas only 2 think that ICICI provide better INSTA ALERTS.

Interpretation of Mobile Banking: Mobile banking is one of the vital features of E-Banking. As per the survey, 20 respondents rated this feature for which they use E-Banking services. And out of that 20 respondents, half think that HDFC provides this services better and half think that ICICI provides better. So, we can say that both the banks are providing this feature of E-Banking with almost same quality.

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Interpretation of ATM: Out of the total respondents 19 think that they use E-Banking services because of its ATM feature. And, out of those 19 respondents, 10 liked the services provided by HDFC bank whereas 9 liked it by ICICI bank.

Interpretation of Phone banking: As per the survey, 4 people liked the phone banking feature of HDFC bank the most, where as this number is 5 in case of ICICI bank.

Interpretation of I Banking: According to the survey, 1 respondent liked the I-MOBILE feature the most in case of HDFC bank, and 3 in case of ICICI bank.

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Interpretation of TV Banking: TV Banking feature is not very common. Only 2 respondents out of the total respondents think that this service feature is crucial for E-Banking. And, out of those 2, one rated HDFC the best and the other rated the ICICI the better provider.

Interpretation of I Zone: As per the survey conducted, 2 respondents think that they use E Banking because of its I-Zone feature. Out of those 2, one rated HDFC the best and one rated ICICI the best.

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Q8) Which of the following factors influence you the most to use E-banking services?

Interpretation of All time availability: The result shows that according to 50% respondents all time availability strongly influence them to use E-banking and according to 29% respondents all time availability influence them more than average to use E-banking and according to 7% respondents all time availability influence them less than average to use E-banking the reason of variation in views of respondents is the because of their preferences and perception.

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Interpretation of Easy of Use: The results shows that according to 45% respondents ease of use strongly influence them to use E-banking and according to 25% respondents ease of use influence them more than average to use E-banking and according to 5% respondents ease of use influence them not at all to use E-banking.

Interpretation of Nearness: According to 41% respondents nearness strongly influence them to use E-banking and according to 23% respondents nearness influence them average to use E-banking and according to 4% respondents nearness influence them less than average to use E-banking.

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Interpretation security: According to 39% respondents security strongly influence them to use E-banking and according to 23% respondents security influence them more than average to use E-banking and according to 13% respondents security influence them less than average to use E-banking.

Interpretation Direct Access: The result shows that according to 45% respondents direct access strongly influence them to use E-banking and according to 28% respondents direct access influence them more than average to use E-banking and according to 7% respondents direct access influence them less than average to use E-banking.

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Interpretation Friends and relatives: The result shows that according to 47% respondents their friends/relatives strongly influence them to use E-banking and according to 25% respondents their friends/relatives influence them more than average to use E-banking and according to 9% respondents their friends/relatives influence them less than average to use E-banking.

Interpretation status symbol: The result shows that according to 52% respondent’s status symbol strongly influence them to use E-banking because now a days a person who is using E-banking services is considered as a high profile person and according to 28% respondents status symbol influence them more than average to use E-banking services.

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Q9) To what extent are you satisfied with your Banks’ E-banking services?

Interpretation: The most of the customers are really liked the facilities provided by banks as they strongly agree that the facilities are good for them so they like to avail the E-banking services provided by the different banks and the result shows that 48% respondents are highly satisfied with the e-banking services provided by their bank and 28% respondents are satisfied with the e-banking services provided by their bank and 14% respondents are dissatisfied with the e-banking services provided by their bank.

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Respondents from HDFC and ICICI

Interpretation: In this we can easily say that out of the 150 respondents there are 39 respondents who are from HDFC and 24 are from ICICI. From this we can easily understand that which bank provides good services to their customers and who are satisfied their customers.

HDFC

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Interpretation: From this we can analysis that most of the respondents that is 19 respondents are satisfied with the services provided by the bank. That they like the bankingservices provided by the by HDFC bank and the bank also easily satisfied their customers.

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ICICI

Interpretation: From this we can analysis that most of the respondents that is 11 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.

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Q10) Which of the following benefits accrue to you, while Using e-banking services?

Interpretation: Most of the respondents think that the major benefit from E-banking services is time saving facility. Because the major problem which the respondents faced is time problem so E-banking eases their lives and save their time so they like this facility because of this facility.

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HDFC

Interpretation: We can analysis that the customers of HDFC really satisfied with the time saving facility of E-banking. They thought that it’s a good for them to use the Ebanking services because it’s save their time and they can easily access the service.

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ICICI

Interpretation: We can easily understand that there is not at all the biggest difference between the respondents of HDFC and ICICI they both use the E-banking services because it’s save their time and it’s easily to handle.

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Q11) Kindly rate the following reasons enlisted for not using the E-banking services?

Interpretation: From the non users, an attempt was made to elicit the reasons for its non usage. As shown in the table, satisfaction with traditional banking was considered as prime de-motivating factor, followed closely by the fear of insecurity, then ‘hidden cost’ factor, which suggested their resistance to change, which to some extent can be countered by aggressive advertisement and utilizing other modes of awareness dissemination as well.

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12)Rate the following statements with regards to potential problems identified in E-banking services?

Interpretation: According to this result 32% respondent’s time as a minor identified potential problems in E-banking services and 30% respondents consider time as a ignorable identified potential problems in E-banking services but 17% respondents highly consider time as a identified potential problems in E-banking services.

Factors Highly

considered

Major Average Minor Ignorable

A Time consuming 18 14 9 35 33

B Security Issue 8 20 29 30 22

C ATM out of order 9 18 14 33 35

D Internet Connectivity Issue

18 25 13 29 24

E Password forgotten 22 35 9 18 25

F Card misplaced/Misused

28 16 35 21 9

G Difficulty in Claiming False

35 35 21 19 8

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Interpretation: The result shows 28% respondents highly consider security issue as in or identified potential problems in E-banking services and 18% respondents consider security issue as major identified potential problems in E-banking services

Interpretation: The result shows that 32% respondents consider ATM out of order as a ignorable identified potential problems in E-banking services and 30% respondents consider ATM out of order as a minor identified potential problems in Ebanking services and 8% respondents consider ATM out of order as a highly considered identified potential problems in E-banking services.

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Interpretation: The result shows that 27% respondents consider internet connectivity as minor identified potential problems in E-banking services and 17% respondents consider internet connectivity as highly considered identified potential problems in Ebanking service.

Interpretation: The result shows that 32% respondents consider password forgotten as a major identified potential problems in E-banking services and 8% respondents consider password forgotten as an average identified potential problems in E-banking services.

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Interpretation: The result shows that 27% respondents consider difficulty in claiming false statement as an average identified potential problems in E-banking services and 15% respondents consider difficulty in claiming false statement as a minor identified potential problems in E-banking services.

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Q13) If you use, rate your online banking facility on the following criteria using a scale of 1 to 5 (where 1 is very dissatisfied and 5 is very satisfied)

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Interpretation: From above its clear that majority of our respondents were satisfied and very satisfied with the quality of information provided at online banking. This result show that the customers are satisfied with the information quality provided by the bank, quality of information play very important role if the customer understand what is provided then he can demand it more otherwise not.

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Interpretation: From above its clear that majority of our respondents get average and satisfied with the quality and quantity of content provided at online banking. Quantity of information also play vital role in online banking because the customer of bank want simple information and as per their requirement only then he get satisfied.

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Interpretation: From above its clear that majority of our respondents were very satisfied and satisfied with the security of personal information provided at online banking. This result shows that the bank customers believe that their personal information is secure while using online banking facility provided by the banks.

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Q14) If answer to question no.2 is NO, even 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?

Interpretation: The result shows 54% respondents will like to get information from the bank itself and 46% respondents will not like to get information from the bank itself as E-banking services is provided by every bank so majority of respondents wants to get information about E-banking.

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Q15) Would you like to use e banking services after Getting the required knowledge about the services Offered by the banks?

Interpretation: The result shows that 59% respondents would like to use E Banking services after getting the required knowledge about the services offered because now a days E-banking services considered very important and everyone use these services daily to do work easily and quickly but 41% respondents would not like to use E Banking services after getting the required knowledge about the services offered by the banks.

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BIBLIOGRAPHY

Books:

1) Naresh K. Malhotra (2004) “Marketing Research”, 5th edition, Pearson Prentice Hall

Publications.

2) Cooper Donald R. and Schindler Pamela S. (2003) “Business Research Method”, 8th

Edition, Tata McGraw Hill Publications, Page Number: 137 -161.

Websites:

http://banking-online-internat.blogspot.com/search/label/Banking

http://en.wikipedia.org/wiki/online_banking

http://www.banknetindia.com/banking/ibkg.htm

http://www.icicibank.com/

http://www.hdfcbank.com

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QuestionnaireDear Respondent,

We are conducting a research study on e-banking. We will appreciate your cooperation in this regard by filling up the questionnaire carefully. I assure you that the information provided by you will be kept confidential and will be used for academic purpose only.

Please put a tick (_) in appropriate brackets.

Name: _____________________________

Gender: Male Female

Age: Below 20 20-30 31-40 41-50 Above 50

Occupation: Government Private Business

Housewife Student Other

Monthly

Income: Below 10,000 10,000 – 25000 25000-50000 More than 50000

Q1) In which bank do you have your account?

ICICI HDFC BOTH

Q2) While opening up the account, were you aware of E-banking services provided by your bank?

Yes No

(If No, answer question no. 11 directly).

Q3) if answer to question no.2 is YES, which of the following E-banking services is you aware of?

Internet Banking Mobile Banking Phone Bank

One Line Banking Debit Card

Q4) Are you availing E-banking services?

Yes No

Q5) How convenient you find accessing your bank online?

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Easy Normal Difficult

Q6) if answer to question no.4 is yes, how frequently do you use each of the following services?

Factors Once in a day

Once in a week

Once in a fortnight

Once in a month

Infrequently

A Internet Banking

B Mobile Banking

C Phone Banking

D One Line Banking

E Debit Card

Q7) Tick the feature which you like while considering HDFC and ICICI bank?

Features HDFC ICICI

A Net Banking

B Credit Card Online

D Instant Alerts

E Mobile Banking

F ATM

G Phone banking

H I Mobile

I TV Banking

Q8) Which of the following factors influence you the most to use E-banking services?

Factors Strongly More than Average

Average Less than Average

Not at all

A All time availability

B Ease of use

C Nearness

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D Security

E Direct access

F Friends/ Relatives

G Status symbol

Q9) To what extent are you satisfied with your Banks’ E-banking services?

Highly Satisfied Satisfied Neutral

Dissatisfied Highly Dissatisfied

Q10) Which of the following benefits accrue to you, while Using e-banking services?

Time Saving Inexpensive Easy Processing Easy Fund Transfer Any Other________________

Q11) Kindly rate the following reasons enlisted for not using tshe E-banking services?

Factors Highly imp

More than average

Average Less than average

Least important

A No need( Satisfied with traditional banking)

B It seems like a botheration

C Insecurity

D No access to internet/mobile

E Lack of operational knowledge

F Hidden costs

Any other, please specify__________________________________________

Q12) Rate the following statements with regards to potential problems identified in E-banking services?

Factors Highly

considered

Major Average Minor Ignorable

A Time consuming

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B Security Issue

C ATM out of order

D Amount debited but not withdrawn

E Internet Connectivity Issue

F Password forgotten

G Card misplaced/Misused

H Difficulty in Claiming False

Q13) If you use, rate your online banking facility on the following criteria using a scale of 1 to 5 (where 1 is very dissatisfied and 5 is very satisfied)

Factors 1 2 3 4 5

A Quality of information

B Quality and Quantity of

content

C Security of personal

information

Q14) If answer to question no.2 is NO, even 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

Q15) Would you like to use E-Banking services after getting the required knowledge about the services offered by the banks?

YES NO

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