Chapter-1

Introduction

1.1 Overview of E-Banking

Bank branches alone are no longer enough to offer services to meet the need of

today’s high demanding customers. Electronic or online banking is the latest delivery

channel to be presented by the retail banks and there is large customer acceptance rate

which means delivery of banking services to customers using electronic technology

either at their office or home. The e-banking offers huge opportunities in every sphere

of business as the competitive advantage, member/client retention, increased revenues

and reduced costs. Understanding clients, organizational elasticity, availability of

resources, system security, reputable brand name, having multiple integrated

channels, e-channel specific marketing, support from top management and good

client services are the vital factors for the success of e-banking. In E-banking system,

banks are increasing their customer base with the help of multiple e-delivery channels

like ATMs, Credit/Debit/Smart Cards, Internet banking, Mobile banking, Tele

banking, EFTs etc. E-banking is offered by many banking institutions due to

pressures from global competitions hence, in case of delay in offering transactions

based services on the internet; they might lose their market share. To be successful,

banks have to offer e-banking facility instead of being pushed into it by others. The

customers can do their banking not only when they want to do but also from the

convenience, comfort, confidentiality and security of their homes by using internet or

other networks, television, telephone/modems. Due to various aspects of technology,

there is a need to monitor efficiency of the banks to best judge their status in global

environment. The banks with adequate electronic base are gaining momentum where

the others are fighting for their survival.

1.2 Profile of the organization

1.2.1 Nature of the Organization

1. State Bank of India is an Indian multinational, Public

Sector banking and financial services company. It is a government-owned

corporation with its headquarters in Mumbai, Maharashtra. It operates in Banking

& Financial services. State Bank of India is a regional banking behemoth and has

20% market share in deposits and loans among Indian commercial banks.

2. Bank of Baroda (BOB) is an Indian state-owned banking and financial

services company headquartered in Vadodara (earlier known as Baroda) in

Gujarat, India. It is the second-largest bank in India, after State Bank of India, and

offers a range of banking products and financial services to corporate and retail

customers through its branches and through its specialized subsidiaries and

affiliates. It operates in Banking and Financial services.

3. PNB established in 1895 at Lahore, undivided India, Punjab National Bank

(PNB) has the distinction of being the first bank to have been started solely with

Indian capital. Since its entry into the economy, the bank has grown in size and

nature to become a successful frontline banking institution in India. It is a service

Industry.

4. Canara Bank is an Indian state-owned bank headquartered in Bangalore,

Karnataka. It was established in 1906, making it one of the oldest banks in the

country; the bank was nationalized in 1969. As of July 2014, the bank had a

network of 5150 branches and more than 7000 ATMs spread across India. The

bank also has offices abroad in London, Hong Kong, Moscow,

Shanghai, Doha, Dubai, and New York. It operates in Banking and financial

services.

5. Bank of India is commercial bank with headquarters in Mumbai, Maharashtra,

India. Founded in 1906, it has been government-owned since nationalization in

1969. Bank of India has 4545 branches as on 31 December 2013, including 54

branches outside India. BOI is a founder member of SWIFT (Society for

Worldwide Inter Bank Financial Telecommunications), which facilitates

provision of cost-effective financial processing and communication services. It

operates in financial services.

6. HDFC Bank Limited is an Indian banking and financial services company

headquartered in Mumbai, Maharashtra. It is the fifth largest bank in India by

assets, incorporated in 1994. It is the largest private sector bank in India

by market capitalization as of 24 February 2014. 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 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.

7. ICICI Bank is an Indian multinational banking and financial services company

headquartered in Mumbai, Maharashtra, India. As of 2014 it is the second largest

bank in India in terms of assets and market capitalization. It offers a wide range of

banking products and financial services for corporate and retail customers through

a variety of delivery channels and specialized subsidiaries in the areas

of investment banking, life, non-life insurance, venture capital and asset

management. The Bank has a network of 3,845 branches and 12,012 ATMs in

India, and has a presence in 19 countries.

8. Axis Bank Limited (formerly UTI Bank) is the third largest private sector bank

in India. It offers financial services to customer segments covering Large and

Mid-Sized Corporate, MSME, Agriculture and Retail Businesses. Axis Bank has

its headquarters in Mumbai, Maharashtra.

9. Kotak Mahindra Bank Ltd is a one stop shop for all banking needs. The bank

offers personal finance solutions of every kind from savings accounts to credit

cards, distribution of mutual funds to life insurance products. Kotak Mahindra

Bank offers transaction banking, operates lending verticals, manages IPOs and

provides working capital loans. Kotak has one of the largest and most respected

Wealth Management teams in India, providing the widest range of solutions to

high net worth individuals, entrepreneurs, business families and employed

professionals. It ia public company and operates in Banking & Finance.

10. Yes Bank, is India's fourth largest private sector Bank, founded by Rana

Kapoor in 2004 Yes Bank is the only Greenfield Bank license awarded by the

RBI in the last two decades. Yes Bank is a “Full Service Commercial Bank”, has

steadily built a Corporate, Retail & SME Banking franchise, Financial Markets,

Investment Banking, Corporate Finance, Branch Banking, Business and

Transaction Banking, and Wealth Management business lines across the country.

1.3 Vision and Mission of the Organization

1.3.1 Vision and Mission of SBI

(a) Vision of SBI

i. My SBI.

ii. My Customer first.

iii. My SBI: First in customer satisfaction

(b) Mission of SBI

i. We will be prompt, polite and proactive with our customers.

ii. We will speak the language of young India.

iii. We will create products and services that help our customers achieve

their goals.

iv. We will go beyond the call of duty to make our customers feel valued.

v. We will be of service even in the remotest part of our country.

vi. We will offer excellence in services to those abroad as much as we do to

those in India.

1.3.2 Vision and Mission of BOB

To be a top national ranking bank of International standards committed to

augmenting stake holders’ value through concern, care and competence.

1.3.3 Vision and Mission of PNB

(a) Vision of PNB

i. To evolve and position the bank as a world class, progressive, cost effective

and customer friendly institution providing comprehensive financial and

related services.

ii. Integrating frontiers of technology and serving various segments of society

especially weaker section.

iii. Committed to excellence in serving the public and also excelling in corporate

values.

(b) Mission of PNB

i. To provide excellent professional services and improve its position as a

leader in financial and related services.

ii. Build and maintain a team of motivated workforce with high work ethos.

iii. Use latest technology aimed at customer satisfaction and act as an effective

catalyst for socio economic development.

1.3.4 Vision and Mission of Canara Bank

(a) Vision of Canara bank

To emerge as a ‘Preferred Bank’ by pursuing global benchmarks in

profitability, operational efficiency, asset quality, risk management and

expanding the global reach.

(b) Mission of Canara Bank

To provide quality banking services with good customer care, create value

for all stakeholders and continue as a responsive corporate social citizen. 

1.3.5 Vision and Mission of Bank of India

(a) Vision of Bank of India

To Become The Bank of choice for Corporate, Medium Business And Up

market Retail Customers And Developmental Banking For Small Business,

Mass Market And Rural Markets.

(b) Mission of Bank of India

To provide superior, proactive banking service to niche markets globally,

while providing cost effective, respective, responsive service to others in our

role as a development bank, and in doing so, meet the requirement of our

stakeholders.

1.3.6 Vision and Mission of HDFC Bank

(a) Vision of HDFC Bank

To be customer driven best managed enterprise that enjoys market

leadership in providing housing related finance.

(b) Mission of HDFC Bank

To provide a package of attractive financial services for housing purposes

through a competent and motivated team of employees using the state of

the art technology to maintain financial stability and growth of the

organization whilst contributing to the national goal of providing decent

housing to all.

1.3.7 Vision and Mission of ICICI Bank

(a) Vision of ICICI Bank

To be the leading provider of financial services in India and a major

global bank

(b) Mission of ICICI Bank

The mission statement of ICICI Bank consists of several points, but the

first is to become the first choice among customers by providing world-

class services.

1.3.8 Vision and Mission of Axis Bank

(a) Vision of Axis Bank

To be the preferred financial solutions provider excelling in customer

delivery through insight, empowered employees and smart use of

technology.

1.3.9 Vision and Mission of Kotak Mahindra

(a) Vision of Kotak Mahindra

To be the most trusted Global Indian Financial Services brand and the

most preferred financial services employer with focus on creating value.

1.3.10 Vision and Mission of Yes Bank

(a) Vision of Yes Bank

i. To be recognized as the ‘Best Quality Bank of the World in India’ by 2020

ii. To evolve as the Professionals’ Bank of India

(b) Mission of Yes Bank

To establish a high quality, customer centric, service driven, private Indian

Bank catering to the ‘Future Businesses of India’.

1.4 Size of the Organization

1.4.1 SBI

In terms of turnover SBI has NET PROFIT INR 10,891.17 NET INCOME INR

136,350.80 and in terms of man Power SBI has 222,033 employees till 2014.

1.4.2 BOB

In terms of turnover BOB has REVNUE INR 346 billion NET INCOME INR 52.48

billion and in terms of man Power BOB has employees 49,260 till 2014.

1.4.3 PNB

In terms of turnover PNB has REVNUE INR 474 billion (us$8.7billion)NET

INCOME INR 49.54 billion (us$ 906 million) and TOTALASSETS INR 4.97

trillion (us$ 90.9 billion) during 2013 and in terms of man power PNB has 23610

officers, 25449 clerks and 14233 sub staff so total number of employees including

those in the subsidiaries was 63,292 at the end of march 21.

1.4.4 Canara Bank

In terms of turnover Canara Bank has REVNUE INR 339 billion NET INCOME

INR 33.41 billion  and in terms of man Power Canara Bank has 44,090 employees

till 2012.

1.4.5 BOI

In terms of turnover Canara Bank has REVNUE INR 243935.0 million NET

INCOME INR 24887.1 million and in terms of man Power BOI has 45,490

employees till

1.4.5 HDFC Bank

In terms of turnover HDFC Bank has REVNUE INR 6.5 billion NET INCOME

INR 1.87 billion and in terms of man Power HDFC Bank has 999,065 employees

till 2013.

1.4.6 ICICI Bank

In terms of turnover ICICI Bank has REVNUE INR 8.255 billion NET INCOME

INR 1.934 billion and in terms of man Power ICICI Bank has 94,204 employees

till 2014.

1.4.7 Axis Bank

In terms of turnover Axis Bank has REVNUE INR 340 billion NET INCOME INR

94 billion and in terms of man Power ICICI Bank has 42,420 employees till 2014.

1.4.8 Kotak Mahindra

In terms of turnover Kotak Mahindra has NET PROFIT INR 1,502.52 NET

INCOME INR 8,767.12 during 2013 and in terms of man Power Kotak

Mahindra has 17950 employees till Dec 2014

1.4.9 Yes Bank

In terms of turnover Yes Bank has REVNUE INR 99.8 billion NET INCOME INR

11.7 billion and in terms of man Power Yes Bank has 8,798 employees on 31

March 2014.

1.5 Structure of the Organization

1.5.1 Organization structure of SBI

Figure No-1: Organization Structure of SBI

1.5.2 Organization structure of BOB

Figure No-2: Organization Structure of BOB

1.5.3 Organization structure of PNB

Figure No-3: Organization Structure of PNB

1.5.4 Organization structure of Canara Bank

Figure No-4: Organization Structure of Canara Bank

Board of directors

CMD

EDGM (Credit)

GM ( NPA

& Wea

k Account)

GM (Retail & lending)

GM (Treasur

y)DGM

DGMAGM

AGM

Funtional Head

AGM

.

.

.

.

.

.

DGM

.

.

.

.

.

.

GM (IRM

D)

GM (Deposits

)

GM (Aud

it)

.......

Board of Directors

Chairman & managing Director

Executive Director

General Managers

Regional Offices

Branches

1.5.5 Organization structure of BOI

Figure No-5: Organization Structure of BOI

1.5.6 Organization structure of HDFC Bank

Figure No-6: Organization Structure of HDFC Bank

1.5.7 Organization structure of ICICI Bank

Figure No-7: Organization Structure of ICICI Bank

1.5.8 Organization structure of Axis Bank

Figure No-8: Organization Structure of Axis Bank

1.5.9 Organization structure of Kotak Mahindra

CEO

Chairman of Board

Director

CFO

Secretary

Corporate & Institutional BankingBusiness BankingEmerging Corporate BankingRetail BankingTreasury

Development Knowledge

Banking

Corporate & Development

Banking

Treasury

Investment Banking

Transaction Banking

Corporate Finance

P R O D U C T

Figure No-9: Organization Structure of Kotak Mahindra Bank

1.5.10 Organization structure of Yes Bank

Figure No-10: Organization Structure of Yes Bank

CTO

Joint Managing Director

DEPARTMENTS

1.6 Market Share of the Organization

1.6.1 Market Share of the SBI, BOB, PNB, Canara and BOI in terms of Net

Profit

Name Net Profit

SBI 10,891.17

Bank of Baroda 4,541.08

PNB 3,342.57

Canara Bank 2,438.19

Central Bank -1,262.84

Bank of India 2,729.27

Table No-1: Net Profit of all selected Public Banks

Figure No- 11: Pie chart representation of Net Profit of all selected Public Banks

1.6.2 Market Share of the HDFC Bank, ICICI Bank, Axis Bank, Kotak

Mahindra, Yes Bank in terms of Net Profit

Name Net Profit

HDFC Bank 8,478.40

ICICI Bank 9,810.48

Axis Bank 6,217.67

Kotak Mahindra 1,502.52

IndusInd Bank 1,408.02

Yes Bank 1,617.78

Table No-2: Net Profit of all selected Private Banks

Net Profit

HDFC BankICICI BankAxis BankKotak MahindraIndusInd BankYes Bank

Figure No- 12: Pie chart representation of Net Profit of all selected Private Banks

1.7 Products and Services offered by Organization

1.7.1 Products and Services offered by SBI

a) Personal Banking

b) Industries

c) NRI Banking

d) Corporate Banking

e) Small Scale

f) Small Business Finance

g) Agriculture Finance

h) Government business

1.7.2 Products and Services offered by BOB

a) Deposit Products

b) Loan facilities to NRIs

c) How to send money to India

d) Investment opportunities and other value added products

1.7.3 Products and Services offered by PNB

a) Saving Accounts

b) Current Accounts

c) Fixed Deposit Scheme

d) Scheme Credits Scheme

e) Social Banking

f) Corporate Banking

g) Business Sectors

h) Other Services and Businesses

1.7.4 Products and Services offered by Canara Bank

a) Corporate Banking

b) NRI Banking

c) Priority and SME credits

d) Bank Deposits

e) Loan and advances

1.7.5 Products and Services offered by BOI

a) Ancillary Services

b) Cards

c) Deposit Schemes

d) Loans NRI Banking

e) Online Services

1.7.6 Product and Services offered by HDFC Bank

a) Personal Banking

b) NRI Banking

c) Wholesale Banking

d) Personal loans

e) Home loan

f) Education loan

g) Two Wheeler loan

1.7.7 Product and Services offered by ICICI Bank

a) Savings Account

b) Family wealth account

c) Home Loans

d) Car loans

e) Foreign Exchange Reserves

f) Lockers

g) Demat Account

h) Iwealth

i) IMobile

j) E- locker

k) I-track

l) Video banking App

m) Service by Appointment

1.7.8 Product and Services offered by Axis Bank

a) Account

b) Deposit

c) Safe Deposit locker

d) Home loan

e) Edge loyalty rewards

f) Insurance

g) investments

1.7.9 Product and Services offered by Kotak Mahindra Bank

a) Corporate Banking

b) Venture fund Management

c) Retail Liabilities

d) Treasury and Investments

e) Lending

1.7.10 Product and Services offered by Yes Bank

a) Infrastructure Banking & Project Finance

b) Structured Finance

c) Realty Banking

d) Advisory & Syndications

e) Project Equity

1.8 Present Leadership

1.8.1 Present leadership of SBI

Figure No-13: Top level members of SBI

1.8.1 Present leadership of BOB

Figure No-14: Top level members of BOB

1.8.2 Present leadership of PNB

Figure No-15: Top level members of PNB

1.8.3 Present leadership of Canara Bank

Figure No-16: Top level members of Canara Bank

1.8.4 Present leadership of BOI

1.8.5 Present leadership of HDFC Bank

Figure No-18: Top level members of HDFC Bank

1.8.6 Present leadership of ICICI Bank

Figure No-19: Top level members of ICICI Bank

1.8.7 Present leadership of Axis Bank

Figure No-20: Top level members of Axis Bank

1.8.8 Present leadership of Kotak Mahindra

Figure No-21: Top level members of Kotak Mahindra Bank

1.8.9 Present leadership of Yes Bank

Figure No-22: Top level members of Yes Bank

1.9 Strength and Weakness of the Organization

1.9.1 Strength and Weakness of SBI

Strength Weakness

a) The biggest bank in the country

b) Has a separate act for itself.

Thus, a special privilege.

c) Biggest branch network in the

country

d) First public sector to move to

CBS

a) Huge amount of staff

b) Expected to experience high

level of attrition due to

retirement of its top

management

c) Still carries the image of the old

Govt. sector bank

Table No-3: Strength and weakness of SBI

1.9.2 Strength and Weakness of BOB

Strength Weakness

a) One of the biggest names in

public sector banking

b) No. of services and products

offered by the bank

c) CBS implementation in its

branches

a) Lesser  branches across the

country when compared with

SBI and PNB

b) Due to focus on international

branches, local focus

sometimes gets diluted

d) International presence adds to

the credibility

Table No-4: Strength and weakness of BOB

1.9.3 Strength and Weakness of PNB

Strength Weakness

a) Diversified operations with

5100 branches

b) Strong I. T support with “best

fit” approach

c) Schemes for small and medium

scale businesses

d) It is the second largest state-

owned commercial bank in

India with about 5000 branches

across 764 cities

e) Its 56,000+ workforce serves

over 37 million customers

a) Less penetration in the urban

areas

b) Inadequate advertising and

branding as compared to other

banks

c) Legal issues regarding

employees caused a bad name

of PNB

Table No-5: Strength and weakness of PNB

1.9.4 Strength and Weakness of Canara Bank

Strength Weakness

e) Innovative schemes

f) Technologically advance

g) Articulation of good banking

h) Canara bank has employed over

44,000 people

i) Canara bank made a partnership

with UNEP to initiate a

successful solar loan programme

c) Inadequate Publicity

d) Low International presence

e) Customer service is lesser as

compared to other banks

Table No-6: Strength and weakness of Canara Bank

1.9.5 Strength and Weakness of BOI

Strength Weakness

a) A public sector undertaking.

Thus, has government backing

b) Increasing profits over the years

c) Pan India presence with over

3400 branches

d) Founder of SWIFT (Society for

Worldwide Inter Bank Financial

Telecommunications)

e) Large employee base

a) Brand valued not as big as SBI

or BOB

b) The branches are not

modernized in many cities as

compared to leading banks

Table No-7: Strength and weakness of BOI

1.9.6 Strength and Weakness of HDFC Bank

Strength Weakness

a) One of the leading new age

private sector bank

b) HDFC Bank has over 1700

branches and over 5000 ATMs,

in 780 cities in India

c) Existing CBS across its

branches

d) Huge employee base i.e more

than 51000 employees

e) Large collaborations with

corporate for employee salary

accounts

a) Rural penetration is low

b) Lesser no. of branches when

compared with its competitors

Table No-8: Strength and weakness of HDFC Bank

1.9.7 Strength and Weakness of ICICI Bank

Strength Weakness

a) Front runner in the Indian

Private Banking Sector

b) Strong presence via its branches

c) High use of technology to make

a) Too much competition in the

banking sector affecting

employee and customer

management

life simpler for the customers

d) Large no. of facilities for the

customers in terms of products

and services

e) Over 75,000 employees at ICICI

f) Decades of Experience in the

Banking sector along with

marketing has added to the

brand name

g) Presence in over 19 countries

b) Many branches in urban areas

has led to high cost

Table No-9: Strength and weakness of ICICI Bank

1.9.8 Strength and Weakness of Axis Bank

Strength Weakness

a) The bank has a good image

among urban population

b) The bank is registering a good

growth

c) A huge portfolio of product and

services

d) Decent penetration in the rural

areas

a) Lesser no. of branches

compared to its competitors

b) Image of the bank still under the

shadow of the UTI debacle

e) One of the largest private sector

financer in India for Agriculture

loans wiz Retail Agri &

Corporate Agri

Table No-10: Strength and weakness of Axis Bank

1.9.9 Strength and Weakness of Kotak Mahindra Bank

Strength Weakness

a) Innovative financial products of

diverse categories

b) Kotak Mahindra Finance Ltd. is

the first company in the Indian

banking history to convert to a

bank

c) Comprehensive Cash

Management System

d) Has over 20,000 employees

e) customer account base of over

2.7 million

a) Lesser penetration as being

late entrants

b) Low publicity and marketing

as compared to other premium

banks in the urban areas

Table No-11: Strength and weakness of Kotak Mahindra Bank

1.9.10 Strength and Weakness of Yes Bank

Strength Weakness

a) Yes bank follow a technology

called monitor for the

customers to do transaction

easily.

b) Yes bank has launched auto

a) Rural presence is lower than

banks like HDFC bank, ICICI

Bank, Axis Bank etc.

b) Yes bank do not follow External

Recruitment.

credit service to boost its low

cost deposits and attract retail

customers.

c) Yes bank launches yes remit

easy, fast and secured online

money transfer option to India.

d) Yes bank has also launched a

special programme called yes

dairy for the benefit of farmers

to generate credit through milk.

c) Centralized decision making

authority in all departments

which delays decision making as

well as local level hierarchy has

not been given approving power

Table No-12: Strength and weakness of Yes Bank

1.4 Objectives of the Research

1.4.1 To identify the factor influencing customer perception on usage of e-banking

services of public and private sector banks.

1.4.2 To study the significant difference in customer perception of public and private

sector.

1.5 Scope of the Research

The study will be undertaken to identify the consumers’ perception on usage of

electronic banking services in India of Public and Private sector bank. The SBI,

BANK OF BARODA, PNB, CANRA BANK, BANK OF INDIA are selected

among various public sector banks and HDFC, ICICI, AXIS BANK, KOTAK

MAHINDRA BANK, YES BANK are selected among various private sector banks

for this study. The Study is confined to Delhi-NCR region of India.

1.6 Research Methodology

The study will be exploratory in nature. It describes specific behavior as it occurs in

the environment. It addresses the "what" question i.e., what are the characteristics of

the population or situation being studied? It is used to describe characteristics of a

population or phenomenon being studied.

1.6.1 Data Collection

This is a comparative study on the e-banking service of both public and private

sector banks. Primary and Secondary Data is used for Analysis. Primary Data is

collected through questionnaire. About 200 questionnaires are being circulated in

different banks either by using direct method or through mails. Secondary Data is

collected through Research papers, Journals and Books etc.

1.6.2 Data Analysis

The above objectives of the study will be achieved by using the methods of

statistical analysis, technical analysis and through investigation of primary and

secondary data. For this Factor analysis and T-test will be used as the technique for

data analysis.

Research Design Exploratory

Technique` T-test and Factor Analysis

Data Type Primary and Secondary

Data will be tabulated by using Ms-excel. SPSS are used for conducting test or for

analysis of Data.

Chapter-2

Literature Review

2.1 Literature Reviews

Combination of TAM(Technology Acceptance Model) and TPB(Technology

Planned Behavior)in Internet Banking Adoption (1, February 2013)

The result of this study shows that perceived ease of use, perceived usefulness, attitude,

subjective norm and perceived behavioral control are the important determinants of

online banking adoption. This study meets the desired objective; but it suffers from one

setback. The relatively small size of the sample limits generalization of the outcome of

the study. This study was conducted to explore the factors influencing intentions to adopt

Internet banking services. As such, there is still room for further investigation into the

adoption of Internet banking services. The replication of this study on a wider scale with

more IB customers and with different national cultures is essential for the further

generalization of the findings. By using a longitudinal study in the future, we could

investigate our research model in different time periods and make comparisons, thus

providing more insight into the phenomenon of online banking adoption.

“Acceptance of E-Banking among Adult Customers: An Empirical Investigation in

India”, Dixit, Neha and S. K. Datta (2010)

Internet banking is a form of self service technology. The numbers of Internet users have

increased dramatically, but most of them are reluctant to provide sensitive personal

information to websites because they do not trust e-commerce security. This paper

investigates the factors which are affecting the acceptance of e-banking services among

adult customers and also indicates level of concern regarding security and privacy issues

in Indian context. Also a reason, of not accepting online banking by adult customers is no

training or guidance from the bank’s side. The result of this study viewed that adult

customers are more reluctant to join new technologies or methods that might contain little

risk. It is also important to note that some adult customers are interested in online

banking; however, they do not possess the necessary computer literacy to conduct it. In

addition banks should design the website to concern security and privacy issues.

“Online Frauds in Banks and Commerce”, Singh, N. P. (2007) Hi-tech fraudsters

have urbanized a new way of tricking on line banking customers. One such most

well known and fast growing technique is phishing.

Phishing: Phishing is derived from the word fishing. Phishing also called brand spoofing,

is a term used for a short of fraud where phishes send out spoof email to a random

database to fool the recipient in to divulging personal information like credit cards

details, usernames and passwords, that can be used for identity theft. Online banking is

designed mainly to achieve two objectives. First, increased convenience for the customer

and second, reducing the cost of operations to the banks. Numerous benefits such as

lower fee to go online, higher interest rates, online viewing of account details and

statement information, pay bills, transfer money between applying for accounts,

scheduling automatic periodic payments such as rent or loan payments, applying for

accounts or loans and managing loyalty points to achieve first objective. In the process

banks are able to reduce cost of operations to some extent. The study opined that there is

a sharp rise in phishing statistics as it evident from the values in various tables. May it be

number of hosting of phishing sites, or mails received about phishing monetary loss

either of the customers or of organizations. The main reason for losses/success of frauds

is ignorance on part of customer as well as service providers (bankers, retailers, etc.). It

requires stringent methods of educating customers and regular review of security related

information of individual customers.

“Online Banking Provides Satisfaction and Convenience for Users” Knapp, Ann

(2008)

With all attention online banking has received in the last couple of years, it seems there

are new online banks popping up everywhere. Users are choosing online banking for its

ease and convenience. And while issues of identity theft are important factors to consider

with online banking, it has not stopped people from utilizing the web to streamline their

finances. Recent studies suggest that internet banking does not just make life easier,

customers who choose it seem to be more satisfied with their bank. As a result, banks are

seeing tremendous growth in online service. One major commercial bank cited that in

2004, there were 3.4 million customers paying bills online, followed by an increase to 6

million online bill payers just a year later.

Banker’s Perspectives on E-Banking”, Sharma, Himani (2011)

This research paper is about the banker’s perspectives on e-banking activities of

respondents, impact of e-banking and promotional measures used by banks to promote e-

banking. The survey data used in this research are collected through a questionnaire in

Northern region of India by administering to 192 bankers. The enquiry reveals that

customers generally use e-banking services on persuasion of bankers. The bankers are

convinced that e-banking helps in improving the relationship between bankers and

customers and that it would bring patent improvement in the overall performance of

banks.

“User Friendly E-Banking”, Rourke, Chris (2004)

This article discusses the importance of usability within the e-banking sector and

identifies common usability problems and ways to resolve them. Research shows 50% of

perspective customers registering for online banking bail out before signing up, mostly

due to problems navigating the site, completing online form, security fears, and

understanding content and feedback. It is widely recognized that online banking provides

more revenue per customer and costs less per transaction than any other channel,

including phone banking. Banks aiming to profit the most from the increase in online

banking volumes should consider the usability and accessibility of all aspects of their site

to welcome them.

“Customer Perspective on E-Business Value: Case Study on Internet Banking”,

Safeena, Rehmath (2010)

In this research paper she has determined the consumer’s perspective on internet banking

adoption. Though customer acceptance is a key driver determining the rate of change in

the financial sector. This study aims at examining the impact of perceived usefulness,

perceived ease of use, consumer awareness on internet banking and perceived risk on the

acceptance of internet banking by the consumers. The result of this study concludes that

majority of customers are accepting online banking because of many favorable factors.

Analysis concluded that usefulness, ease of use of the system awareness about online

banking and risks related to it are main perusing factors to accept online banking system.

These factors have a strong and positive effect on customers to accept online banking

system.

“Internet Banking as a tool for Customer Relationship Management – A Study on

Customer Perspective”, Krishnamoorthy, V. and R. Srinivasan (2013)

This study intends to throw light on customer perception on internet banking which

serves as a tool for Customer Relationship Management. Data was collected from 154

respondents who are exposed to Internet Banking. This study clearly indicates that banks

are finding difficulty in retaining their existing customers, for which either they need to

come up with innovating, customized products or they need to develop trust with their

customers and maintain the relation with them.

A Comparative study of Consumer perception toward e-banking services provided

by selected private & public sector Bank in India (9, september2013)

This study has analyzed the overall perception of customers regarding the services of e-

banking. Age and occupation are the important demographic factors in the banks which

have used to measure the perception of the customers on e-banking services. E-Banking

will be successful for banks only when they have Commitment to e-Banking along with a

deeper understanding of customer needs. This can come only when the bank has a very

big base of customers, best people, and a service attitude. Banks should concentrate on

above lines in order to have effective e-banking practices. The study concluded that

different age group of customers have different perception toward the e-banking services

and the usage level of these banks’ customer is different so bank should concentrate on

all the age group of customers for betterment of e-banking banks. It has also seen that

different occupation group of customers have different perception toward the e-banking

services. There are good number of customer in every group like student, service class,

business class and professionals, it shows that they all are keen interesting in using the e-

banking service.

Evaluating the Impacts of Online Banking Factors on Motivating the Process of E-

banking(1,sep 2011)

This study show that the perceived usefulness, perceived ease of use and perceived

credibility are the main important determinants of internet banking adoption, all these

three factors have a great influence on the customers acceptance of the system. Moreover,

the system credibility disturb both the current and potential customers who intended to

use internet banking services, because of the risk that their personal information might

fall into wrong hands or may lose their money during the transaction process. For this

research, the following limitations existed in the collection and analyzing data. First the

survey assumed that the respondents have the same level of internet skills, familiarity

with banks and banking transactions and have been exposed to or have knowledge of the

existence of e-banking alternatives. For these responses in particular, it was difficult to

ensure the true validity of the responses or the identity of the respondent. Second the

sample size was relatively small and most respondents were young. Third a linear

regression (between the variables) is used instead of multiple regressions and no

correlation test was made between demographics and the main three factors. Finally,

from our study we present the following suggestions:

1) Future study might involve testing the effects of other external factors such as service

quality, speed and Computer Self-Efficacy on our considered factors (PU, PEOU and

PC). And the affects of the same factors on internet banking adoption.

2) Banks need to offer knowledge to their customers about transactions security and

privacy to increase the trust of using the web system.

3) Internet banking is gaining more popularity and becoming important in doing financial

transactions, so Bank's mangers have to improve their services to attract more customers.

4) Customers point view and their suggestions should be considered in any future survey.

Benefits and Risks of E-Banking: Case of Commercial Banking In

Zimbabwe(15,april 2013)

The research results show that by adopting e-banking banks expose themselves to

operational and reputational risks. If e-banking is to be successful in Zimbabwe, the

services must be carefully integrated into the traditional system so as to avoid causing

unnecessary disruptions to any services offered by the bank. The study also concludes

that fraud poses the biggest challenge to commercial banks as they adopt electronic

delivery channels. The cost of implementation for e-banking can be too high for

commercial banks as it largely requires infrastructural development, training of staff

members and sometimes even outsourcing some of the electronic banking services. The

adoption of e-banking requires the incorporation of sound risk management principles for

it to be effective. Each financial institution should apply guidelines based on its scope

and level of sophistication. Typically, electronic banking amplifies the scale of exposure

of banks to traditional risks, such as transaction, strategic, reputational, and compliance

risks, among others. Therefore, banks should ensure that there are adequate policies and

procedures relating to risk management which involve an element of a segregation of

duties; an effective security program has been implemented with appropriate

communication on policy, procedures, and practices, with the necessary support from the

bank's directorate.

An exploratory study on internet banking usage in semi-urban areas in India(8,aug.

2013)

Internet banking can be considered a remarkable development in the banking sector. The

ability to carry out banking transactions through the Internet has empowered customers to

execute their financial transactions within the comfort of their homes. Internet banking

provides benefits both bankers and customers alike. For the bankers this system is cost-

effective, as it has considerably reduced the administrative costs and paperwork related to

the transactions. Besides, banks can also cater to the needs of thousands of customers at

the same time. Conventional banking has always been slow and time consuming. But,

Internet banking has tremendously reduced the time required to process banking

transactions, thereby making banking faster and convenient. With many other advantages

the greatest advantage of Internet banking lies in the fact that customers are no longer

required to wait in those long and wearisome queues of the banks to request a financial

transaction or statement. With the help of Internet banking, customer can access any

information regarding their account and transactions, any time of the day. Therefore,

customer can regularly monitor their account as well as keep track of financial

transactions, which can be of immense help in detecting any fraudulent transaction. In

addition to this, fund transfers, both national and international, have also become faster

and convenient. There are lots of advantages of Internet Banking services like; time

saving, minimum efforts, cost saving, easiness and many more. But, most of the people in

India especially in the rural and semi-urban areas are not using these services. This study

was focused on to semi-urban areas customer’s perception towards impeding the usage of

Internet banking and in this study identified nine factors i.e. cost, reliability, processing

barriers, security issues, technological incontinence, lack of infrastructure, conventional

approach, risk and resistance. To increase the use of Internet banking in semi-urban areas

carrying out Internet banking properly, a basic knowledge of computers and the Internet

is required, which limits the number of people willing to avail this facility as till date

60% of india population still stay in village where internet development is moving at very

steady rate hence it is most important to develop Internet Banking services in remote

areas of India. Many people, who are not comfortable with computers and the Internet,

often find it difficult to use internet banking. Therefore, for beginners, Internet banking is

really time consuming process. In addition to this, people also find a difficulty in trusting

a completely mechanized system like Internet Banking, in case of financial matters. In

many instances, a simple mistake, like clicking a wrong button, may create a big

problem. However, this uneasiness can be avoided by printing the transaction receipt and

keeping it with oneself, until the bank statement is received. However, with the advances

in technology, many banks have taken the adequate measures to ward off any problems

related to the security of internet banking and providing easy way to access it.

Problems Face by Customers while Using E-Banking Facilities in India

(3,march2013)

The customers are taken from various banks i.e PSU Banks, Private Bank etc... , Most of

customers know about the e-banking services offered by their bank. There is significant

difference amongst different problems identified while using e-banking services. We can

say that all these problems identified are not equally effecting in use of e banking

services. It means that some problems affect more and some problems affect less in use

of e-banking services. So to identify the affect of problems we need to do pair wise

comparison. It is seen from the pair wise comparison that there is significant difference in

the pairs of time consuming with each other problems identified except ATM out of

order; the pair of insecure with each other problems identified except password together;

each pair of ATM out of order except time consuming as well as the pair of problem of

check in mobile no. and Password together. There is significant difference amongst the

reasons considered for not using e-banking services. All these reasons are not equally

responsible for not using e banking services.

Acceptance of E-banking among Adult Customers: An Empirical Investigation in

India (aug.2010)

In a country like India, there is need for providing better and customized services to the

customers. Banks must be concerned the attitudes of adult customers with regard to

acceptance of online banking. It is shows that adult customers are more reluctant to join

new technologies or methods that might contain little risk. It’s also important to note that

some adult customers are interested in online banking; however, they do not posses the

necessary computer literacy to conduct it. In addition banks should design the website to

concern security and privacy issues. The recommendations to the banks are that they have

to increase the level of trust between banks’ website and customers. Because customer

perception on security and privacy aspect have been seen in the literature. The

importance of security and privacy for the acceptance of internet banking has been noted

in many banks study and found that people have weak understanding of internet banking,

although they are aware about risk. Banks noted that although consumer confidence in

their bank was strong yet their confidence in the technology was weak through many

studies. It is clear those adult customers are ready to adopt online banking if banks take

necessary action. There are following strategies should be applied by banks.

a) Banks should ensure that online banking is safe and secure for financial

transaction like as traditional banking.

b) Banks should organize seminar and conference to educate the customer regarding

uses of online banking as well as security and privacy of their accounts.

c) Some elder customers are hindered by lack of computer skills. They need to be

educated on basic skills required to conduct online banking.

d) Banks must emphasize the convenience that online banking can provide to elder

people, such as avoiding long queue, in order to motivate them to use it.

e) Banks must emphasize the cost saving that online can provide to the elder people,

such as reduce transaction cost by use of online banking.

Adult customer always prefers advanced technology but sometimes lack of knowledge

they are unable to access such technologies. The fact that people have positive

perceptions about online banking should be treated with great value. This is because one

bad experience can result in customer discontinuation of the E-banking service (Jun

& Cai, 2001).

ELECTRONIC BANKING CHALLENGES IN INDIA: AN EMPIRICAL

INVESTIGATION (june,2012)

The objective of this study was to identify the challenges of e-banking from the

perspective of employees and bank customers. The present investigation has shown that

legal and security issues, socio-cultural barriers, and management-banking issues are

accepted as challenges for e-banking development in India. Socio-cultural barriers rated

as the most important challenge followed by legal, security issues and Management-

banking. Knowledge, economic and infrastructural barriers are the least important

according to both staff and customers.

Ranking of indicators in table 8 highlights that less awareness regarding new

technologies ranked as the most important and unsuitable software rated as the least

important barrier among indicators.

According to the study staff with 10-20 years’ experience, more than others believed

infrastructural barriers have a negative impact on e-banking development and staff with

less than 10 years’ experience, more than others believed that legal and regulation issues

and socio-cultural issues have an inappropriate impact on e-banking development. In

addition staff believed caring about socio-cultural issues has a more effective impact on

e-banking development. Customers more than staff believed that legal and security

barriers and management and banking issues have more effect on e-banking

development. Therefore, we can highlight for customers security is still a big concern for

usage of e-banking services and the view of young and educated staff regarding e-

banking is more supportive in India.

The results of the study shed light on some important issues related to specification of

challenges for development of e-banking that have not been addressed by previous

studies. First, in terms of theory and literature this study attempts to provide a model with

six factors which almost includes all obstacles and challenges and can be useful for

further researches.

Secondly although previous studies focused on factors influencing adoption of e-banking

(online-banking) the present study investigated the status of e-banking after adoption of

e-banking by almost all India’s banks. This study finds out that still after more than one

decade of different kinds of e-services being adopted by banks in India, some aspects of

socio-cultural issues do not support e-banking and it is because of a lack of confidence in

technology and an online culture. Since the foundation of e-banking is based on such

premises, some of these local socio-cultural aspects do pose significant challenges for e-

banking development.

This study suggests that decision makers should consider focusing on the trust,

awareness, and confidence of users by enhancing security features, utilizing proper e-

legislation, and the provision of digital receipts or a guarantee for every transaction in

order to inspire greater confidence in users of such services and promote a culture of e-

banking usage across India.

Internet Banking in India Consumer Concerns and Bank Marketing Strategies

(24,oct. 2012)

It can be concluded that internet banking in India is only at its primitive stage dominated

by the Indian private and foreign banks. The use of Internet banking is confined to a few

consumer segments. The risks associated with internet banking are many, which the

banks have to model using sophisticated systems and extensive use of technology. The

legal framework as its exits requires an updating to streamline and handle the issues

associated with Internet banking. The functional model can be used to prioritize

perceptual variable concerning consumer behaviour so that value to the consumer can be

maximized. The banks can focus on strategic consumer groups to maximize its revenues

from internet banking. The experiences of the global economies suggest that banks

cannot avoid the internet banking phenomenon, but to gain a competitive advantage, they

must structure their business models to suit to Indian conditions.

2.2 Theoretical Concepts

2.2.1 History of E-banking

2.2.1 Importance of E-banking

E banking provides many advantages for banks and customer's .e-banking has made life

much easier and banking much faster for both customers and banks.

Main advantages are as follows.

a) It saves time spent in banks

b) It provides ways for international banking.

c) It provides banking throughout the year 24/7 days from any place have

internet access.

d) It provides well-organized cash management for internet optimization

e) It provides convenience in terms of capital, labour, time all the resources

needed to make a transaction.

f) Taking advantage of integrated banking services, banks may compete in new

markets, can get new customers and grow their market share.

g) It provides some security and privacy to customers, by using state-of-the-art

encryption and security technologies

Chapter-3

DATA PRESENTATION AND ANALYSIS

The present chapter incorporates data presentation and data analysis. The chapter is

divided into two parts i.e. part A consists of data presentation and part B consists of data

analysis. Data was presented with the help of tables, bar diagrams and graph. Data

analysis was done by t-test and one way anova using SPSS software package.

A. Data Presentation

Data of 100 respondents which was collected with help of questionnaire was presented

with the help of charts.

3.1 Profile of the respondents of public and private sector banks.

Following are the presentation of respondents with the help of charts and their

interpretation is also mentioned.

(i) Gender

public bank private bank Total0%

10%

20%

30%

40%

50%

60%

28%

18%

46%

35%

19%

54%

MaleFemale

Figure No. 3.1: Gender of public and private sector banks

Interpretation: Out of 100 respondents 46% were male respondents and 54% were

female respondents from which 28% male respondents and 33% female respondents avail

e-banking services from public sector banks and 18% male respondents and 19% female

respondents avail e-banking services from private sector banks.

(ii) Age

Below 20

21-35years

36 -50 Years

Above 50

Years

0

0.1

0.2

0.3

0.4

0.5

0.6

6%

32%

17%

8%1%

21%

10%5%7%

53%

27%

13%public bankpriavte bankTotal

Figure No. 3.2: Age of public and private sector banks

Interpretation: Out of 100 respondents 7% respondents were from below 20 in which

6% were from public sector bank and 1% from private sector bank, 53% respondents

were from 21-35 in which 32% were from public sector bank and 21% from private

sector bank, 27% respondents were from 36-50 in which 17% were from public sector

bank and 10% from private sector bank and 13% respondents were from above 50 in

which 8% were from public sector bank and 5% from private sector bank.

(iii) Qualification

Under graduate Graduate Post-graduate0

0.1

0.2

0.3

0.4

0.5

0.6

3%

16%

42%

2%

20% 17%

5%

36%

59%

public bank

private bank

Total

Figure No. 3.3: Qualification of Public and Private sector Banks

Interpretation: Out of 100 respondents 5% respondents were under graduate in which

3% were from public sector bank and 2% from private sector bank, 36% respondents

were graduate in which 16% were from public sector bank and 20% from private sector

bank and 59% respondents were post-graduate in which 42% were from public sector

bank and 17% from private sector bank.

(iv) Occupation

student Service Business Profession Other0

0.05

0.1

0.15

0.2

0.25

0.3

0.35

0.4

0.45

34%

13%

7% 7%

2%

11%

5%

10%

3%

45%

18% 17%

10% 10%

public bank

private bank

Total

Figure No. 3.4: Occupation of public and private sector banks

Interpretation: Out of 100 respondents 45% respondents were students in which 34%

were from public sector bank and 11% were from private sector bank, 18% respondents

were engaged in service sector in which 13% were from public sector bank and 5% were

from private sector bank, 17% were business men, 10% were engaged in some profession

and 10% were fall in other category.

B. Data Analysis

The objectives of the study were to study the significant difference in customer

perception of public and private sector, to identify the factor influencing customer

perception on usage of e-banking services of public and private sector banks and the

analysis of data collected was done with the help of t-test and one way anova.

3.1 Reliability Testing

On the basis of research papers studied in literature review some factors identified which

affect the perception of customers on usage of E banking, in consideration of factors

those questionnaire had been prepared and data was collected and reliability test was

conducted.

Reliability Statistics

Cronbach's

Alpha

Cronbach's Alpha Based on

Standardized Items

N of Items

.801 .810 25

Table No. 3.1: Reliability Statistics of banks

The combined reliability of 30 respondents was 0.810 and for a questionnaire to be

reliable it should be 0.5, thus my questionnaire was reliable.

3.2 Hypothesis Testing

This study use following hypothesis:-

(i) Ho: There is no significant difference in the perception of customer between

Public and Private sector bank.

(ii) H1: There is significant difference in the perception of customer between Public

and Private sector bank

Independent Samples Test

Levene's Test for Equality of Variances

t-test for Equality of Means

F Sig. t df Sig. (2-tailed)

Mean Difference

Std. Error Difference

95% Confidence Interval of the Difference

Lower Upper

VAR00001

Equal variances assumed

.002

.964 -.906 104 .367 -1.535 1.695 -4.896 1.826

Equal variances not assumed

-.91080.862

.365 -1.535 1.686 -4.890 1.820

Table No. 3.2: Group Statistics of perception of customers between Public and

Private sector bank

Analysis: Independent sample t-test was carried out statistically to test the difference

between perception of respondents between public and private bank. The result showed

that the total P VALUE[sig.(2-tailed)] value is 0.367 when equal variance is assumed

Group Statistics

VAR00002

N Mean Std. Deviation

Std. Error Mean

VAR00001

1 67 95.39 8.474 1.035

2 39 96.92 8.311 1.331

and 0.365 when equal variance is not assumed. Both of the value are greater than 0.05,

because of this it can be concluded that the null hypothesis is accepted and the alternative

hypothesis is rejected which depict that there is no significant difference between

perception of respondents towards e-banking between public and private sector bank.

Interpretation: The research shows that whether it is public sector bank or private sector

bank, there is no difference between the perception of customers about e-banking. The

customers has the same perception about e- banking services.

(i) H0: There is no significant difference between perception of the customers on the

basis of gender between private and public sector bank.

H1: There is significant difference between perception of the customers on the

basis of gender between private and public sector bank.

Group Statistics

Gender N Mean Std. Deviation Std. Error Mean

total1 48 96.21 9.500 1.371

2 57 95.81 7.513 .995

Table No. 3.3: Group statistics of perception of customers on the basis of gender

between public and private sector bank

Independent Samples Test

Levene's Test for Equality of Variances

t-test for Equality of Means

F Sig. t Df Sig. (2-tailed)

Mean Difference

Std. Error Difference

95% Confidence Interval of the Difference

Lower Upper

total

Equal variances assumed

5.708

.019 .242 103 .810 .401 1.661 -2.892 3.695

Equal variances not assumed

.23788.857

.813 .401 1.694 -2.965 3.768

Analysis: Independent sample t-test was carried out statistically to test the difference

between gender of respondents and their perception between public and private bank. The

result showed that the total P VALUE[sig.(2-tailed)] value is 0.810 when equal variance

is assumed and 0.813 when equal variance is not assumed. Both of the value are greater

than 0.05, because of this it can be concluded that the null hypothesis is accepted and the

alternative hypothesis is rejected which depict that there is no significant difference

between gender of respondents and their perception towards e-banking between public

and private sector bank.

Interpretation: The research shows that whether it is male or female, there is no

difference between the perception of respondents about e-banking. Both male and female

has the same perception about e- banking services.

(iii) H0: There is no significant difference between perception of the customers on the

basis of age between private and public sector bank.

H1: There is significant difference between perception of the customers on the

basis of age between private and public sector bank.

ANOVA

Sum of Squares Df Mean Square F Sig.

Between Groups

31.408 2 15.704 .219 .804

Within Groups 6961.952 97 71.773Total 6993.360 99

Table No. 3.4: One way Anova of perception of customers on the basis of age

between public and private sector bank

Analysis: One way Anova test was carried out statistically ton test difference between

age of respondents and their perception of e-banking. the result showed that the total P

VALUE[sig(2-tailed)] value is 0.804 which is greater than 0.05, thus it can be concluded

that the null hypothesis is accepted and the alternate hypothesis is rejected which depicts

that there is no significant difference between age of respondents and their perception of

e-banking.

Interpretation: The research shows that no matter about age group, there is no

difference between their perception about e-banking. All the consumers of different age

group have the same perception about the e-banking.

(iv) H0: There is no significant difference between perception of the customers on the

basis of education between private and public sector bank.

H1: There is significant difference between perception of the customers on the

basis of education between private and public sector bank.

ANOVA

Sum of Squares Df Mean Square F Sig.

Between Groups

259.292 2 129.646 1.867 .160

Within Groups 6734.068 97 69.423Total 6993.360 99

Table No. 3.4: One way Anova of perception of customers on the basis of education

between public and private sector bank

Analysis: One way Anova test was carried out statistically ton test difference between

education of respondents and their perception of e-banking. the result showed that the

total P VALUE[sig(2-tailed)] value is 0.160 which is greater than 0.05, thus it can be

concluded that the null hypothesis is accepted and the alternate hypothesis is rejected

which depicts that there is no significant difference between education of respondents and

their perception of e-banking.

Interpretation: The research shows that no matter about education, there is no difference

between their perception about e-banking. All the consumers of having different

education have the same perception about the e-banking.

CHAPTER- 4

SUMMARY AND CONCLUSION

4.1 Results of the Study

a) The research shows that there is difference in the perception of the customers

between Private and Public sector banks towards E banking services.

b) On the basis of age this study reveals that the age group of 21-35 years make

more use of E banking services.

c) This research also show that on the basis of Occupation students are the frequent

and more user of e banking services.

d) This study also reveals that the post graduate make more use of E banking

services as compare with others.

e) Promotion of E banking Products is not that much effective in public sector banks

as when compare with private sector banks.

f) Customer’s interest in using mobile-banking service is keen compared to PC

banking.

4.2 Limitations of the Study

a) The study was limited to Indian Banking Industry.

b) The study was limited to selected Public and Private sector bank which affect the

result of the study.

c) Analysis done is limited to the availability of data.

d) Due to shortage or less availability of time, it may be possible that all related and

concerned aspects may not be covered in the project.

e) The data was collected for analysis through questionnaire from 15th march 2015 to 31st

march 2015.

4.3 Scope of the Study

The scope of the study is limited to investigation of only 5 Public sector banks and 5 Private

sector Banks. The present study can be extended to include more than 5 Public and 5 Private

sector banks. The study can also be extended to other Banking Industries rather than only Indian

Banking Industry.