Nen Si Modi Cpp Pt 12345

8/11/2019 Nen Si Modi Cpp Pt 12345

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The presentation on customer Preference towardsE-banking Between private & public banks

( ICICI BANK & SBI BANK)

Submitted To:

Shayona Institute of

Business Management

Submitted By:

Nensi Modi 128200592029

Khushboo Pandey128200592034


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E-banking

The most general type of electronic banking in our times is

banking via the Internet, in other words Internet banking.

This type of banking allows consumers to check the balance in

their accounts, transfer funds and order electronic bill payments.

Internet banking systems allowing customers to apply for loans,

trade stocks or mutual funds, and even view actual images of

their checks or deposit slips. The services available for Internet

banking vary from bank to bank.


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Introduction

SBI founded in Calcutta as Bank of Calcutta on 2 June 1806.

SBI is a public sector banking

SBI is the largest Indian banking & financial company with its

headquarters in Mumbai in India.

SBI group have over 16000 branches and largest banking network in India

with the asset base $ 352 billion & deposits $ 285 billion .

SBI is The 29 The Most Reputed Bank In The World According To Forbes.


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ICICI BANK :

ICICI BANK is one of the top

Among four bank of India .

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian

financial institution, and was its wholly-owned subsidiary.

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).


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The bank has a network of 2529 branches &6102 ATM in India and

presence in 19 countries as well as some 28 million customers.

It has second largest asset $ 89.493 billion & profit $ 1.134 billion

as on 31st march 2011.

ICICI was the first bank to initiate the Internet banking revolution

in India as early as 1997 under the brand name Infinity.


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E- BANKING SERVICES PROVIDED BY

ICICI BANK Bill Payment

Online Shopping

ICICI Bank has tied up with more than 75 organizations to facilitate online

shopping for all its Internet Banking Customer. Ticket Booking

ICICI Bank has tied up with IRCTC (for Railway Ticket Booking) and Air

Deccan (for Air Ticket booking).

Third Party Transfer

Fixed Deposit Summary

Mobile banking


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iterature Review

Uppal R.K. (2010)

Business environment in India (19 June 2000)

He studies the extent of mobile banking in Indian banking industry during 2000-2007. The

study concludes that among all e-channels, ATM is the most effective while mobile banking

does not hold a strong position in public and old private sector

but in new private sector banks and foreign banks m-banking is good enough with nearly

50 pc average branches providing m-banking services.

Mishra J.K. and Jain M. (2007)

First aid in Emergencies Homeopathic(7 Dec 1997)

They study various dimensions of customer satisfaction in nationalized and private sector

banks. Two-stage factor analysis is computed to arrive at the dimensions of customer

satisfaction.


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Research Methodology


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Main Objective

To study the customersPreference towards internet banking service provided by

Public (SBI Bank) and private (ICICI Bank) sector banks.

Sub-objectives

To study the problems and prospects for e-banking in India and predict thefuture of e-banking in India.

To know which sector is providing quality e-banking services Overall.

To examine the relationship between customer preferences and their

satisfaction in internet banking.

Research Design : Descriptive Research Design


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Research cont.

Data source

Primary Data : Through Survey

Secondary Data : Banks website, Newspaper

Population : Chandkheda, Delhi Darwaja,

Sabarmati and Ghatlodiya Sample Size : 300

Sample Unit : Population of Ahmedabad

Sample Method : Non Prabability Convenient

Sampling

Research Instrument : Questionnaire; Mean of the Data


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Data Analysis

and

Interpretation


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Male 176 58%

Female 124 42%

Total 300 100%

Gender

176

124Male

Female

Age:


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15-25 26-40 41-60 Above 60 Total

No of respondent 39 207 51 3 300

% of respondent 13% 69% 17% 1% 100%

Age:

39

207

51

3

Number of respondent

15-25

26-40

41-60

Above 60

Education Qualification:


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Less than

SSC

Less than

HSC

Graduate Post

Graduate

Doctorate Other Total

0 12 194 77 17 0 300

0% 4% 64% 26% 6% 0% 100%

Education Qualification:

0

12

194

77

17


Less than SSC

Less than HSC

Graduate

Post Graduate

Doctorate

Other


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Student Govt

Services

Private

Service

Retired Housewife Professtional Businessman/

woman

Other Total

8 49 141 2 35 44 21 0 300

3% 16% 56% 1% 2% 15% 7% 0% 100%

Occupation

8

49

1412

35

44

21


Student

Government Services

Private Services

Retired

House wife

Professional

Businessman

Other


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0-200000 200000-

400000

400000-

600000

600000-

800000

Above

800000

Total

6 69 205 20 0 300

2% 23% 68% 7% 0% 100%

. Annual Income

6

69

205

20

0


0-200000

200000-400000

400000-600000

600000-800000

Above 800000

D h b k li A/C i b k?


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Yes No

300 0

100% 0 %

Do you have bank online A/C in any bank?

In which bank do you have Online A/C?


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State Bank OF INDIA ICICI Bank Total

115 185 300

39% 61% 100%

In which bank do you have Online A/C?

115

185

State Bank OF India

ICICI Bank


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Yes No

300 0

100% 0 %

Have you used online banking services provided by your bank at any time?

300

0

yes

No


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Daily Weekly Monthly Never Total

8 77 216 0 300

3% 26% 71% 0% 100%

How often do you use banks online services?

8

77

215

0

Daily

Weekly

Monthly

Never

Rank the online banking services which respondent rate Very Convenience


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Highly

satisfied

satisfied

Moderate Dissatisfied

Highly

Dissatisfied

Total

No OF

respondent

294 6 0 0 0 300

98% 2% 0% 0% 0% 100%

SBI 112 2 0 0 0

ICICI 182 4 0 0 0

Rank the online banking services which respondent rate Very Convenience

i i i i S i


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Highly

satisfied

satisfied Moderate

Dissatisfied

Highly

Dissatisfied

Total

No OFrespondent

279 21 0 0 0 300

93% 7% 0% 0% 0% 100%

SBI 106 9 0 0 0

ICICI 173 12 0 0 0

Rank the online banking services which respondent rate To Save Time


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Highly

satisfied

satisfied Moderate Dissatisfied Highly

Dissatisfied

Total

No OFrespondent

258 37 5 0 0 300

86% 12% 2% 0% 0% 100%

SBI 98 14 2 0 0

ICICI 160 23 3 0 0

Rank the online banking services which respondent rate 24 Hour access to accounts


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Highly

satisfied


Dissatisfied

Total

No OFrespondent

226 69 3 2 0 300

75% 23% 1% 1% 0% 100%

SBI 87 27 1 1 0

ICICI 139 42 2 1 0

Rank the online banking services which respondent rate To used advanced banking

services

.


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Highly

satisfied


Dissatisfied

Total

No OFrespondent

186 95 19 0 0 300

62% 32% 6% 0% 0% 100%

SBI 71 36 6 0 0

ICICI 115 59 13 0 0

Rank the online banking services which respondent rate Personal willingness


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Highly

satisfied satisfied

Moderate

Dissatisfied

Highly

Dissatisfied

Total

No OF

respondent

161 123 16 0 0 300

54% 41% 5% 0% 0% 100%

SBI 61 47 6 0 0

ICICI 100 76 10 0 0

Rank the online banking services which respondent rate Simplest form of used


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Highly

satisfied


Dissatisfied

Total

No OFrespondent

163 124 13 0 0 300

55% 41% 4% 0% 0% 100%

SBI 63 47 8 0 0

ICICI 100 77 5 0 0

Rank the online banking services which respondent rate Very Fast solution of banking services

Knowledge about online banking


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Well informed Enough Nothing at all Total

88 212 0 300

30% 70% 0% 100%

SBI 33 81 0

ICICI 55 131 0

Knowledge about online banking


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Pay bills Make

account

inquiry

Transfer

funds

Orders

check book

New

Account

open

Other Total

200 181 162 79 37 2 300

30% 27% 25% 12% 6% 0% 100%

Which online features respondent use regularly


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Very Important Important Moderate Less

important

Not

important

Total

221 73 5 1 0 300

74% 24% 2% 0% 0% 100%

SBI 85 23 2 0 0

ICICI 136 50 3 1 0

.How important would online banking be in respondent daily banking activites

221

73

5 1 0

Very important

Important

Moderate

Less imporatnt

Not important

What type of banking would respondent over the internet


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Personal Banking Business

Transaction

Both Total

253 3 44 300

84% 1% 15% 100%

What type of banking would respondent over the internet

253

344

personal Banking

Business Transaction

Both

Rate the following online features Bill payment


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Highly

satisfied


Dissatisfied

Total

No OF

respondent

248 45 7 0 0

83% 15% 2% 0% 0%

SBI 95 18 3 0 0 300

ICICI 153 27 4 0 0 100%

Rate the following online features Bill payment

R t th f ll i li f t E l t


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Highly

satisfied


Dissatisfied

No OF

respondent

153 114 33 0 0

51% 38% 11% 0% 0%

SBI 59 44 12 0 0

ICICI 94 70 21 0 0

Rate the following online features E-alerts

Rate the following online features Wire Transfer


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Highly

satisfied


Dissatisfied

No OF

respondent

112 126 59 3 0

37% 42% 20% 1% 0%

SBI 42 48 22 1 0

ICICI 70 78 37 2 0

Rate the following online features Wire Transfer


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Highly

satisfied


Dissatisfied

No OFrespondent

77 150 67 6 0

26% 50% 22% 2% 0%

SBI 29 57 26 3 0

ICICI 48 93 41 3 0

Rate the following online features Stop Payment

Rate the following online features Balance Enquiry


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Highly

satisfied


Dissatisfied

No OFrespondent

64 162 69 5 0

21% 54% 23% 2% 0%

SBI 24 62 23 2 0

ICICI 40 100 43 3 0

Rate the following online features Balance Enquiry


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Highly

satisfied


Dissatisfied

No OFrespondent

59 162 76 3 0

20% 54% 25% 1% 0%

SBI 23 63 30 1 0

ICICI 36 99 46 2 0

Rate the following online features Check images Retrieval

Rate the following online features Ordering cash


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Highly

satisfied


Dissatisfied

No OFrespondent

59 155 82 4 0

20% 52% 27% 1% 0%

SBI 22 59 32 1 0

ICICI 37 96 50 3 0

Rate the following online features Ordering cash


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Highly

satisfied


Dissatisfied

No OF

respondent

60 152 85 3 0

20% 51% 28% 1% 0%

SBI 23 58 33 1 0

ICICIs 37 94 52 2 0

Rate the following online features Retrieving Bank Statement

R t th f ll i li f t I t l t t f


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Highly

satisfied


Dissatisfied

No OF

respondent

99 137 63 1 0

33% 46% 20% 0% 0%

SBI 37 52 24 0 0

ICICI 62 84 39s 1 0

Rate the following online features Internal account transfer

Rate to banks overall banking services


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Highly

satisfied


Dissatisfied

No OFrespondent

194 103 3 0 0

64% 35% 1% 0% 0%

SBI 75 40 1 0 0ICICI 119 63 2 0 0

g

Whi h b k f tl id li b ki i


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Private Bank Public Bank Both

180 95 25

60% 32% 8%

SBI 69 36 9

ICICI 111 59 16

Which banks fastly provide online banking services

180

25

95

Private Bank

Public Bank

Both

Means


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1 Very convenience

Mean N Std. Deviation

1.02 300 .140

Interpretation: There are mean for very convenience for using E-banking is 1.02 this means that

respondents are highly satisfied while using e-banking.

2 To save time

Mean N Std.Deviation

1.08 300 .279

Interpretation: There are mean for to save time for using E-banking is 1.08 this means that

respondents are highly satisfied while using e-banking

3. 24 hour access to accountsMean N Std. Deviation

1.16 300 .407

Interpretation: There are mean for 24 hour access to a/c for using E-banking is 1.16 this means

that respondents are satisfied while using e-banking. In present time the person want that types of

facilities that available 24 into 7 so customers are satisfied with this e-banking facilities.


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4. Advanced banking services


1.27 300 .508

Interpretation: There are mean for advanced banking services for using E-banking is 1.27 thismeans that respondents are satisfied while using e-banking

5.Personal Willingness


1.44

300

.612

Interpretation: There are mean for personal willingness for using E-banking is 1.44 this means

that respondents are satisfied while using e-banking they are completing their work on time.

6.Simplest form of used


1.51 300 .598

Interpretation: There are mean for simplest form of used for using E-banking is 1.51. e-banking

is provide very simple form means customers are find it is very easy to use.


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7 Very fast solution of banking services


1.50 300 .581

Interpretation: There are mean for very fast solution of banking services for using E-banking is1.50. By e-banking using customers find that they can get very fast solution of banking services.

8 Bill Payment


1.20 300 .453

Interpretation: There are more number of customers who uses online for pay their bills like

electric bills, pay tax, or pay train ticket

9 E Alerts


1.60 300 .680

Interpretation: There are also more numbers of customers who are like the e-alerts types of

facilities like messages .The mean is 1.60 means shows that customers like this facilities


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Finding/Conclusion

From study it was found that there were more numbers of customers of private bank user

online banking in comparison of public bank.

It was also found that there are more numbers of educated and young people who use the e-

banking for saving their time.

It was also found that the respondents are highly satisfied with the E- banking services like

bill payment, transfer the fund from one account to another and Balance inquiry.

Thus, this study has analyzed the overall perception of customers regarding the services of e-

banking between the Public and Private Bank. There are more numbers of customer of private

banks who uses e-banking because private banks provide fastly , timely services and simplest

form of e-banking.

The private banks also solve the problem very fast faced by their customer in comparison to

public banks


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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 study shows that there are more number of male who are using E-Banking in

comparison of female ,but now a days women also gets more education and they are also

working in the office so they are also using e-banking.

The study concluded that different age group of customers have different perception

toward the e-banking services and there are more number of respondent whose age is

between 21 to 40 so bank should concentrate on all the age group of customers for

betterment of e-banking banks.


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Both public as well as private Bank has to win trust of customer TRUST ALWAYS

CREAT BRAND LOYALTYbecause online banking need safety like passwords how

to use online banking with safety.

Public bank (SBI Bank ) should increase the processing efficiency of e-banking,

Because the customers are less satisfied in comparison to private bank ( ICICI Bank)

To increase the awareness among the customers, regarding e-banking, so that that feel

very convenient and safe from the hackers.

Private banks as well as public banks both have to come with new technology that

provide very fast services without any obstacles.

Suggestion


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Bibliography

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

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

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

http://dspace.unijos.edu.ng/bitstream/10485/73/1/my project.pdf

http://feaa.ucv.ro/RTE/008-05.pdf

http://www.upet.ro/en/annals/pdf/annals-2009-part3.pdf


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Thank You

Nen Si Modi Cpp Pt 12345

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