Mobile Banking

Mobile Banking
DISSERTATION REPORT ON
A STUDY ON MOBILE BANKING WITH RESPECT TO ICICI BANK, HDFC BANK, HSBC BANK, IDBI BANK AND CITIBANK
Submitted as a part of the Dissertation in partial fulfillment of the requirement of the MBA program of the Bangalore University.
BY:
SOWMYA
REG. NO: 03VWCM6100 BATCH: 2003-2005
WITH THE GUIDANCE AND SUPPORT OF:
MR. RATHNAKAR ACHARYA, FACULTY, POST GRADUATE DEPT. OF MGMT. STUDIES, ALLIANCE BUSINESS ACADEMY.
Alliance Business Academy
Mobile Banking
ALLIANCE BUSINESS ACADEMY
BANGALORE 560 076.
DECLARATION
I, Sowmya of MBA 4th semester at Alliance Business Academy, Bangalore, here by declare that this project report titled A Study on Mobile Banking with respect to ICICI Bank, IDBI Bank, HDFC Bank, HSBC Bank, Citibank has been prepared by me in partial fulfillment of the award of Master of Business Administration under Bangalore University.
I future declare that this project report has not been submitted earlier in any other university or institution for award of any degree or diploma.
Place: Date:
Sowmya
Mobile Banking
CERTIFICATE
This is to certify that Sowmya a bonafied student of Alliance Business Academy has successfully completed the project report entitled A Study on Mobile Banking with respect to ICICI Bank, IDBI Bank, HDFC Bank, HSBC Bank and Citibank
This project is done under my guidance during the academic year 2004-2005, in partial fulfillment of the MBA course of Bangalore University.
Place: Acharya Date:

Prof Rathnakar
Mobile Banking
ACKNOWLEDGEMENT
I am grateful to Mr Sudhir.G.Angur, honorable President ,Alliance Business Academy, for giving us an opportunity to take up this research.. I would Business Academy. like to express my profound sense of gratitude to Dr.B.V Krishnamurthy, Vice President Director, Alliance
It is with great pleasure that , I sincere t hanks to
place on record, my
Prof Ratnakar Acharya, Alliance Business Academy under whose able and encouraging guidance this study was conducted.
Last but not the least, I take this opportunity to thank all faculty member of Alliance Business Academy, friends and my parents without whose co-operation this project would not have been possible.
SOWMYA
Mobile Banking
CONTENTS
CHAPTERS
CHAPTER 1 - INTRODUCTION
PAGE NO
1-13
CHAPTER 2 - DESIGN OF THE STUDY
14-17
CHAPTER 3 - PROFILE OF INDUSTRY AND BANKS
18-28
CHAPTER 4 - ANALYSIS AND INTERPRETATION
29-55
CHAPTER 5 - FINDINGS AND SUGGESTION
56-59
Mobile Banking
BIBLIOGRAPGY
ANNEXURE
LIST OF TABLES
SL NO TITLE Page number
1 2
29 Table showing age Distribution of the Respondent 30 Table Showing Income Distribution of Respondents 31 Table Showing Employee Status of the Respondents Table showing since how long Respondents are holding a Account in the following Banks 32 33 Table showing Channel/service used by the Respondents in last 6 months for daily Transactions Table showing Channel/service used by Respondents in each bank in last 6 months for every day transaction Table showing respondents awareness level towards mobile banking in different banks Table showing respondent satisfaction level towards different channel/services of the banks Table showing respondent satisfaction level towards different channel/services of the banks Table showing respondent those who tried, not tried and willing to try Mobile banking service and their frequency of using Mobile banking (those who tried only) in all banks. Alliance Business Academy
3 4 5a
5b 6 7a 7b 8a
34 35 36 37 39
Mobile Banking 8b Table showing Respondent those who tried, not tried and willing to try Mobile banking service and their frequency of using Mobile banking (those who tried only) in different banks 9 Table showing channels/services used by the respondents in last 6 months for different transaction 10a Table showing respondents awareness towards Balance check through Mobile banking and usage of it in different banks 10b Table showing respondents awareness towards Cheque book request through Mobile banking and usage of it 10c Table showing respondents awareness towards Ministatement /transaction through Mobile banking and usage of it 10d Table showing respondents awareness towards FD/other enquires through Mobile banking and usage of it 10e Table showing respondents awareness towards Paying bills through Mobile banking and usage of it 11a Table showing main reason for using Mobile-banking services by respondent in general in all the banks 11b Table showing main reason for using Mobile-banking services 12a 12b 13 Table-showing improvement in mobile banking services which respondent would like to see in general in all the banks. by respondent in different banks. Table showing in which factors respondent feel uncomfortable with mobile banking transaction all the banks. Table showing in which factors respondent feel uncomfortable with mobile banking transaction in different banks. 53 50 51 49 48 47 46 45 44 43 42 40
Mobile Banking 14 Table showing the media through which respondents come to know about new services offered by the Bank 15 Table shows satisfaction level of respondents towards Mobile banking 55 54
LIST OF GRAPHS
SL NO TITLE PAGE NUMBER
A B C D
Pie Chart Showing Age Distribution of the Respondents
Pie Chart Showing Income Distribution of the Respondents Pie Chart Showing the Employee Status of the 31 Respondents 32 Graph showing since how long Respondents are holding a Account in the following banks. 33 Pie chart Showing Channel/service used by Respondents in last 6 months to do their daily transaction
29 30
E1
E2
Bar chart Showing Channel/Service used by Respondent in last 6 months for every day Transactions Bar Chart showing awareness level of Mobile Banking in
34
F G1 G2
35
different Banks Pie chart showing respondent satisfaction level towards 36 different channel/services of the banks Graph showing respondent satisfaction level towards different channel/services of the banks 38
H1 Pie chart showing respondents those who tried, not tried Alliance Business Academy
39
Mobile Banking
and willing to try Mobile banking service and their frequency of using Mobile banking. H2 Graph showing Respondent those who tried, not tried and willing to try Mobile banking service and their frequency of using Mobile banking (those who tried only) in different banks. I Graph showing channels/services used by the respondents J1 in last 6 months for different transaction Graph showing respondents awareness towards Balance check through Mobile banking and usage of it in different banks J2 Graph showing respondents awareness towards Chequebook request through Mobile banking and usage of it J3 Graph showing respondents awareness towards Mini statement /Transaction through Mobile banking and usage of it J4 Graph showing respondents awareness towards FD/other enquires through Mobile banking and usage of it J5 Graph showing respondents awareness towards Paying K1 K2 Graph showing main reason for using Mobile-banking services by respondent in different banks. L1 Pie chart showing in which factors respondent feel uncomfortable with mobile banking transaction in common in all the banks. Alliance Business Academy 50 bills through Mobile banking and usage of it Pie chart showing main reason for using Mobile-banking services by respondent in general in all the banks 49 48 47 46 45 44 43 42 41
Mobile Banking L2 Graph showing in which factors respondent feel uncomfortable with mobile banking transaction in common in all the banks. M Pie chart showing in which factors respondent feel uncomfortable withMobile banking transaction. N Pie chart showing the media through which respondents come to know about new services offered by the Bank O Graph showing satisfaction level of respondents towards Mobile banking 55 54 53 52
Executive Summary
Mobile Banking is a service that allows customers to do banking transactions on mobile phone without making a call, using the SMS or WAP facility. The study focuses on the impact of Mobile banking on the financial sector. In this regard, the study reviews the main benefits and factors that banks should take into consideration while providing mobile banking. Mobile devices, especially cellular phones, seem to be the most promising way to reach the masses and to satisfy current customers, due to the possibility of providing services anytime, anywhere . The study is descriptive in nature. Primary data was collected with the help of questionnaires which comprises of both open ended and close ended questions. Secondary data was collected through the company magazines, company websites and company staff. Industry data was obtained from the internet. Judgmental and convenient sampling techniques were adopted to select the sample. The sample size is 250 and the method of contact is interview.
Mobile Banking From the study it was found that majority of the respondents use ATM services than other services like Branch transaction, Tele-banking, online banking and Mobile banking. People are willing to spend extra time and money to go to nearest ATM center and carry out their transactions than using mobile banking because of the lack of procedural awareness about mobile banking and security issues. From the study it was found that awareness towards Mobile banking is very low .So creation of awareness through promotion is needed. The introduction and promotion of services must be planned rigorously; promotional strategies must be aimed at all segments of the society. Broadcast and print media and outdoor media have to be exploited to reach people of all age. Customer are willing to adopt technology provided by the banks if they address the security issues associated with the value added services .So ,it can be concluded that the success of mobile banking not only depends on customer awareness but also on the ability of the banks to create such awareness.
Mobile Banking
Chapter 1
Introduction
E-Commerce M-Business M-Commerce M-Banking
E-Commerce
E-commerce, or electronic commerce is defined as the conduct of a financial transaction by electronic means. With the growth of commerce on the Internet and the Web, ecommerce often refers to purchases from online stores on the Web, otherwise knows as ecommerce Web sites. They may also be referred to as "virtual-stores" or Cyber stores. Since the transaction goes through the Internet and the Web, some have suggested another term Icommerce (Internet commerce) . E-commerce can be business to business (B to B) or business to consumer (B to C).
Mobile Banking E-commerce is the pre-eminent buzzword of the online business revolution. It captures the excitement and focus of this fast emerging market. But it is more than a slogan or glib party line. At its core it embodies a concept for doing business online. Electronic commerce is the paperless exchange of business information using electronic data interchange (EDI), e-mail, electronic bulletin boards, fax transmissions, and electronic funds transfer. It refers to Internet shopping, online stock and bond transactions, the downloading and selling of soft merchandise (software, documents, graphics, music, etc.), and business-to-business transactions. The concept of e-commerce is all about using the Internet to do business better and faster. It is about giving customers controlled access to your computer systems and letting people serve themselves. It is about committing your company to a serious online effort and integrating your Web site with the heart of your business. If you do that, you will see results! The Internets role in business can be compared to that of the telephone. It is a way for people to communicate with each other. It is also a way for a consumer to communicate with a companys computer systems without human intervention. In fact, the Internet is a communication medium like the many others we use in business every day.
M-Business
From e-mail to e-business and e-commerce the Information Technology boom has coined a steady stream of terms to describe new areas of technology for business. The m in M-Business and M-Commerce stands for mobile. M-Business means the use of your mobile phone, or any other mobile device, for any business purposes. M-Business means using a mobile device to make business practice easier, more efficient or more profitable. If we use our mobile phone for work than we are already doing M-Business every day!
Mobile Banking Mobile technology means that we can now work more efficiently when we were out of the office. That is we can: Carry out tasks remotely those that would normally require to be done on a computer in the office; Communicate with people at remote locations; and Work with data that is held at your office even when you are in a different location.
And thats the beauty of M-Business - it uses mobile phone technology to let us to communicate a message, conduct transactions and keep in touch with our office ANYTIME and ANYWHERE. The mobile phone market has exploded over the last few years and the growth in mobile phones is set to continue. M-Business has come about as a result of this growth. And, as new developments in mobile technology continue, the demand for M-Business services will grow. About mobile technology Mobile phones have become indispensable to most of us and its hard to imagine life without them. While the number of people using mobile phones is growing, new mobile technology is developing all the time. The tools and technology that can be used in M-Business includes: Bluetooth technology; 3G mobile phones; PDAs also called palmtops and handhelds; Laptop computers; SMS messaging; and Wi-Fi.
Bluetooth Bluetooth is a low-cost, short-range radio link between laptops, mobile phones, network access points and other devices. It can replace cables and can be used to create ad hoc networks and provide a standard way to connect devices anywhere in the world. It has also Alliance Business Academy
Mobile Banking contributed to the new generation of mobile phones and enables your mobile phone to (wirelessly) hold and redeem vouchers, tickets, and tokens. Third generation (3G) networks 3G phones let you surf the Internet and receive e-mails and video clips. As mBusiness grows, its likely that 3G phones will hold information such as train or cinema tickets and discount vouchers for shops. All of these services can be delivered to your phone at any time and there is no dial-up connection required. Wireless-enabled personal digital assistants (PDAs) A PDA is effectively a handheld PC. Like your PC, it has similar tools and software and the latest models let you read e-mail and information downloaded from the Internet. With the same benefit of wire-free dial-up, PDAs can hold and download the same information as 3G mobile phones, which make them a useful tool for mBusiness. Laptops Along with mobile phones, laptops are the most commonly used mobile business tool. Bluetooth technology also enables you to access the Internet and e-mail using your laptop. Carrying your mobile phone and laptop means you have a portable office wherever you are! SMS Short Message Service (SMS) enables text data and multimedia images to be sent via mobile phones and devices. SMS is already widely used as it enables low-cost communication. Because of this, SMS is also being used for business purposes tasks such as enabling customers to confirm payments and book orders can all be carried out using SMS. Wi-Fi Wi-Fi" stands for "wireless fidelity". network. Benefits from mobile application to companies New mobile applications are promising to bring real business benefits to companies. Alliance Business Academy The name refers to Wireless Local Area
Networks - a wireless data networking protocol generally used to connect PCs and laptops to a
Mobile Banking These benefits will include: Enhanced customer service; Faster sharing of internal data; Better management of payment and accounts; The ability to operate a low-cost yet efficient mobile workforce; and Online payment by your customers. Wireless technologies are set to provide an alternative to credit card transactions in a huge range of situations from making a purchase in a shop to paying for cinema tickets or settling a bill. From a business perspective, this might mean that customers can pay for products or services or sign invoices while they are on the move. M-Business in 2003 In 2003, the numbers of people using mobile phones and the development of new mobile technology is set to continue. Here are some of the projections that analysts are making for this year: The annual revenue generated through M-Business will grow from 214 million in 2000 to 16 billion. There will be 10 million Handheld Computers and seven million Smart phones used around the world; and Nokia forecast a total of one billion mobile phone subscriptions.
Mobile-Commerce
M-commerce (mobile commerce) is the buying and selling of goods and services through wireless handheld devices such as cellular telephone and personal digital assistants (PDAs). Known as next-generation e-commerce, m-commerce enables users to access the Internet without needing to find a place to plug in. The emerging technology behind m-commerce, Alliance Business Academy
Mobile Banking which is based on the Wireless Application Protocol (WAP), has made far greater strides in Europe, where mobile devices equipped with Web-ready micro-browsers are much more common than in the United States. In order to exploit the m-commerce market potential, handset manufacturers such as Nokia, Ericsson, Motorola, and Qualcomm are working with carriers such as AT&T Wireless and Sprint to develop WAP-enabled smart phones, the industry's answer to the Swiss Army Knife, and ways to reach them. Using Bluetooth technology, smart phones offer fax, e-mail, and phone capabilities all in one, paving the way for m-commerce to be accepted by an increasingly mobile workforce. As content delivery over wireless devices becomes faster, more secure, and scalable, there is wide speculation that m-commerce will surpass wireline e-commerce as the method of choice for digital commerce transactions. The industries affected by m-commerce include: Financial services, which includes Mobile banking (when customers use their handheld devices to access their accounts and pay their bills) as well as brokerage services, in which stock quotes can be displayed and trading conducted from the same handheld device
Telecommunications, in which service changes, bill payment and account reviews can all be conducted from the same handheld device Service/retail, as consumers are given the ability to place and pay for orders on-the-fly Information services, which include the delivery of financial news, sports figures and traffic updates to a single mobile device
Difference between E-Commerce and M-Commerce:

Technology Device Operating System E-Commerce PC Windows, Unix, Linux M-Commerce Smartphones, pagers, PDAs Symbian (EPOC), PalmOS, Pocket PC,
Mobile Banking
proprietary platforms. HTML, WML, HDML, i-Mode Phone.com UP Browser, Nokia browser, MS Mobile Explorer and other microbrowsers GSM, GSM/GPRS, TDMA, CDMA, CDPD, paging networks.
Presentation Standards Browser Bearer Networks
HTML Microsoft Explorer, Netscape TCP/IP & Fixed Wireline Internet
Characteristics of M-Commerce M-commerce has many applications in markets such as financial services, healthcare, government, utilities, transportation and retail. The present document concentrates in the analysis of Mobile Banking as a solution for the financial sector.
Mobile Banking
The Internet is revolutionizing the way the financial industry conducts business, empowering organizations with new business models and new ways to interact with customers. The ability to perform banking transactions online has created new players in the financial industry, such as online banks and brokers who offer personalized services through their Web Alliance Business Academy
Mobile Banking portals. This increased competition is driving traditional financial institutions to find new ways to add value to their products and services, gain competitive advantage and increase customer loyalty while also attracting new, high-value clients. Mobile and wireless technology, combined with the wide variety of portable devices available today, enables new revenue opportunities for financial services organizations. This provides a new channel that can be used to refresh and expand the customer base, attract prime customers and enhance loyalty. With mobile and wireless technology, banks can offer a wide possibilities of services to their customers, from the freedom of paying bills while stuck in traffic, to receiving notification of a change in stock price while having lunch, the convenience and time saving benefits of wireless financial services are huge. The challenge, then, is how to turn these possibilities into a reality for the customers.
Benefits Grow new customer base and markets Description Developing wireless applications and services targeted at the mobile mass market will allow attracting new, high-value customers into mobile banking portal and expanding the reach to global markets. The convenience of having personalized wireless access to critical financial information is an invaluable service for customers on the move. Enabling the Increase share of customer wallet execution of time-sensitive financial transactions anywhere, anytime, provides the opportunity to strengthen the relationships with existing customers. This ultimately results in an increased share of the customers' transactions--preventing them from taking a portion of their financial business elsewhere. Grow assets, number of transactions and fees Granting customers flexible access to financial information and accounts enables them to perform transactions when it's most convenient for them. As a result, they have the opportunity to conduct transactions more frequently, driving increased revenue from fees.
Mobile Banking
Brand and reputation for convenience, service and innovation will be Expand and enhance strengthened and enhanced each time customers on the move stop to check their brand presence stock portfolio or to pay bills wirelessly. This also offers significant potential to grow the market awareness through word-of-mouth.
Financial Services Customers that utilize wireless devices for banking and brokerage are more likely to stay with the institution. Once customers get used to the convenience of viewing accounts and making transactions at anytime, they are less inclined to switch institutions. Consequently, what services the bank can offer to add value to the customers is more important than what technology they should use. The services that mobile banking can offer are the following:
Mini-statements and account history Fund transfers Bill payment Commercial payments Real-time stock quotes Personalized alerts and notifications on security prices Check book request General information Exchange data message and email
These services can be offered using two different standards SMS (Short Message Services) or WAP (Wireless Application Protocol). The first one is a facility for sending short text messages on cell phones and the second one offers Internet browsing from wireless devices.
Mobile Banking Devices Mobile phone and Palm pilot are the most important wireless devices. Even though, there is a solution for both type of devices and some banks use both mechanisms to deliver their service, mobile phone has more potentiality due to its high rates of penetration especially in emerging countries. The following table presents the technology and advantages and disadvantages of both: Device Technology
Advantages/Disadvantages Mobile phone is a more effective way to reach the "unbanked masses", especially in emerging markets.

Screen and keyboard will limit functionality. SMS is a low-cost mechanism for non-voice communication. Especially important in countries where communication is still expensive.
SMS Mobile Phone

Pricing is per message send it Texts are not much user-friendly. It is more friendly due to its web enabled capability. It will be expensive for the customer (pricing per minute). Device is more expensive and not so proliferated as mobile phone.
WAP
PDA (Palm pilot)
WAP
Bigger screen and friendly keyboard
Security
Like in Internet banking, security is also a major concern in Mobile Banking. Banks and vendors have to resolve this issue if they want to increase transactions through these channels. Alliance Business Academy
Mobile Banking The main problem when conducting a transaction over a PC or wireless equipment is that the customer only needs a PIN to start the operation, and since the PIN itself does not guarantee that the person who is transacting is the real cardholder, additional security is needed. Also is important to address that many security violations occur within the institution or the service provider. Currently, there is not a security standard; companies have implemented many solutions even thought the trend is to use smart cards as the utmost security technology. The solutions currently implemented are the following:
Limit in the type of transactions in order to reduce the risk of the cardholder. For example, funds transfer to third parties. Use of a different PIN for mobile banking. For example, access to Citibank mobile banking is through MPIN (Mobile Banking Personal Identification Number). Secure network architecture. The more common security used is PKI (Public key infrastructure) an encryption used for PDA's and smart phones, PKI consist of two keys, a public key and a private key, used to authenticated the user and encrypt the data.
Smart cards as a digital identification and mobile phone (card reader are the highest technology in terms of security).
Some guidelines and considerations banks need to follow when implementing wireless banking are:

Application servers should be easy to install, configure and add new services. Client application must be easy to install, customize, and add new handheld devices. Integration with other servers and back-end services must be easy to implement. The advantages of using standard protocol are attainable mainly through open systems.
Mobile Banking For smaller financial institutions, like credit unions, the outsourcing of the wireless services can solve most of the impediments they would face. Besides the lack of resources and expertise, other reasons for outsourcing are:

Financial institution will not divert from it core business; Improve the time to implement the services; Cost and budget can be predicted with more accuracy; Wireless services will use the latest in technology.
Technology 3G (allow to deliver enhanced voice, data and video) is promoting the development of many protocols, making more difficult to establish a standard in the mobile commerce industry. Below there are some examples of the different technologies:
The technology utilized to deliver Internet information to mobile phones, GSM, is slower than the general packet radio services (GPRS) now available and with promising potentials.
Bluetooth enhance the connectivity features of mobile devices, allowing connecting these devices with personal computes.
Future trends and potentials

The proliferation of the 3G (third generation of wireless) and widespread implementation expected for 2003-2007 will generate the development of more sophisticated services such as multimedia and links to m-commerce services. The diagram shows the expected evolution for wireless services.
Mobile Banking
Devices The potential for mobile service users is greater than the Internet itself. By 2005, it is expected to have more mobile phones in the world than TVs, fixed-line phones or personal computer. This tendency is even greater in emerging markets than in developing ones where acquiring a PC still represents a high cost. Some researches show that:
Approximately 100 million people in the U.S. will have wireless non-PC web access by the year 2003, versus 155 million landline access from PCs. This deduces that non-PC access will grow to 65% of the wired PC access market within the next three to four years.
More than 120 million Europeans already use mobile phones, exchanging more than two billion wireless text messages each month.
Mobile Banking
Graph showing Mobile subscribers and Internet users
Mobile Banking
CHAPTER
Design of the study
Mobile Banking
DESIGN OF THE STUDY

PROBLEM STATEMENT Over two years after the launch of mobile banking services in the country, that bridge has been reached and many are beginning to walk those cautious steps across it. Yes, the usage of mobile banking services is increasing, and fastagainst Dataquests estimated user base of under 10,000 for mobile banking services in 2000, there are over 120,000 today who SMS from their mobiles to do their banking. But before we assume that things are hot and moving on this front, check out the catch even this number of 120,000 represents only 1% of the overall mobile user base. While the trend is growing, lack of awareness of services, apart from perceived security issues are inhibiting faster take off.
OBJECTIVE OF THE STUDY To ascertain the level of awareness towards mobile banking service offered, and about the banks which offer them. To find out which services are used by the respondents and in what frequency. To evaluate critically, the Mobile banking facilities offered by different banks and to identify Potential threats to their smooth functioning. To identify the key factor that influence respondents while using Mobile banking services. To know the satisfaction level of the respondents towards Mobile banking. To visualize the emerging trends and prospects in the near future for Mobile banking services
Mobile Banking SCOPE OF THE STUDY
The study reveals the reasons as to why Mobile banking even though popular is not utilized to its peak in present scenario.
Satisfaction level of the respondents towards Mobile banking The study gives an idea about the emerging trends and technologies in Mobile banking and the difference it makes in the future.
RESEARCH METHODOLOGY
TYPE OF RESEARCH:- Descriptive DATA SOURCES Primary data A Structured questionnaire was admistered to obtain data for analysing the consumer awareness towards Mobile banking services. Secondary data Secondary data was collected through Textbooks, news paper Articles, magazines, and from different websites. SAMPLING PLAN Sampling Method : Non probability (Convenient) and Judgmental. Sample Unit : Customers currently holding an account in ICICI Bank, IDBI Bank, HDFC Bank, HSBC Bank and Citibank.
Mobile Banking Sample size : 50 respondents in each bank that is in ICICI Bank, IDBI Bank, HDFC Bank HSBC Bank, and Citibank.
RESEARCH INSTRUMENT:- Structured research METHOD OF DATA COLLECTION:Data was collected by giving Questionnaires to respondents and by Interviewing Bank employees. Some of the customers were contacted through Telephone.
LIMITATIONS OF THE STUDY

The sample for the study was limited in comparison to the total population of Bangalore city Non-availability of some information and data required for the study of the services The study was conducted with the basic assumption that the information given by the respondent is factual and represents their true felling and behavior The study was time bound.
OPERATIONAL DEFINITION OF THE STUDY
Mobile banking- Mobile Banking is a service that allows us to do banking transactions on your mobile phone without making a call , using the SMS facility. E-banking- Electronic funds transfer use of computer and electronic technology as a substitute for checks and other paper transactions. They are initiated through cards or codes that gain access to your account.
Mobile Banking ATM- Automated teller machines, cash dispensers or 24 hr teller are electronic terminals that let to bank almost any time. They can be used to, withdraw cash, make deposit transfer funds between accounts Internet banking: Through Internet customer carries out banking transaction Tele-banking: Customer doing their banking transaction through Telephone Customer satisfaction: Measure or determination that a product or service meets a customers expectations considering requirement of both quality and service
Mobile Banking
CHAPTER 3
Industry & Banks profile History of Banking in India ICICI Bank HDFC Bank HSBC Bank IDBI Bank Citibank
Mobile Banking
HISTORY OF BANKING IN INDIA

Without a sound and effective banking system in India it cannot have a healthy economy. The banking system of India should not only be hassle free but it should be able to meet new challenges posed by the technology and any other external and internal factors. For the past three decades India's banking system has several outstanding achievements to its credit. The most striking is its extensive reach. It is no longer confined to only metropolitans or cosmopolitans in India. In fact, Indian banking system has reached even to the remote corners of the country. This is one of the main reason of India's growth process.The government's regular policy for Indian bank since 1969 has paid rich dividends with the nationalisation of 14 major private banks of India. The first bank in India, though conservative, was established in 1786. From 1786 till today, the journey of Indian Banking System can be segregated into three distinct phases. They are as mentioned below:

Early phase from 1786 to 1969 of Indian Banks Nationalisation of Indian Banks and up to 1991 prior to Indian banking sector Reforms. New phase of Indian Banking System with the advent of Indian Financial & Banking Sector Reforms after 1991.
To make this more explanatory, I prefix the scenario as Phase I, Phase II and Phase III. Phase-I The General Bank of India was set up in the year 1786. Next came Bank of Hindustan and Bengal Bank. The East India Company established Bank of Bengal (1809), Bank of Bombay (1840) and Bank of Madras (1843) as independent units and called it Presidency Banks. These three banks were amalgamated in 1920 and Imperial Bank of India was established which started as private shareholders banks, mostly Europeans shareholders. In 1865 Allahabad Bank was established and first time exclusively by Indians, Punjab National Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and 1913, Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank, and Bank of Mysore Alliance Business Academy
Mobile Banking were set up. Reserve Bank of India came in 1935. During the first phase the growth was very slow and banks also experienced periodic failures between 1913 and 1948. There were approximately 1100 banks, mostly small. To streamline the functioning and activities of commercial banks, the Government of India came up with The Banking Companies Act, 1949 which was later changed to Banking Regulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965). Reserve Bank of India was vested with extensive powers for the supervision of banking in India as the Central Banking Authority. During those days public has lesser confidence in the banks. As an aftermath deposit mobilizations was slow. Abreast of it the savings bank facility provided by the Postal department was comparatively safer. Moreover, funds were largely given to traders. Phase-II Government took major steps in this Indian Banking Sector Reform after independence. In 1955, it nationalised Imperial Bank of India with extensive banking facilities on a large scale specially in rural and semi-urban areas. It formed State Bank of India to act as the principal agent of RBI and to handle banking transactions of the Union and State Governments all over the country. Seven banks forming subsidiary of State Bank of India was nationalised in 1960 on 19th July, 1969, major process of nationalisation was carried out. It was the effort of the then Prime Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the country was nationalised. Second phase of nationalisation Indian Banking Sector Reform was carried out in 1980 with seven more banks. This step brought 80% of the banking segment in India under Government ownership. The following are the steps taken by the Government of India to Regulate Banking Institutions in the Country:

1949 : Enactment of Banking Regulation Act. 1955 : Nationalisation of State Bank of India. 1959 : Nationalisation of SBI subsidiaries. 1961 : Insurance cover extended to deposits. 1969 : Nationalisation of 14 major banks. 1971 : Creation of credit guarantee corporation.
Mobile Banking

1975 : Creation of regional rural banks. 1980 : Nationalisation of seven banks with deposits over 200 crore.
After the nationalisation of banks, the branches of the public sector bank India rose to approximately 800% in deposits and advances took a huge jump by 11,000%. Banking in the sunshine of Government ownership gave the public implicit faith and immense confidence about the sustainability of these institutions. Phase-III This phase has introduced many more products and facilities in the banking sector in its reforms measure. In 1991, under the chairmanship of M Narasimham, a committee was set up by his name which worked for the liberalisation of banking practices. The country is flooded with foreign banks and their ATM stations. Efforts are being put to give a satisfactory service to customers. Phone banking and net banking is introduced. The entire system became more convenient and swift. Time is given more importance than money.The financial system of India has shown a great deal of resilience. It is sheltered from any crisis triggered by any external macroeconomics shock as other East Asian Countries suffered. This is all due to a flexible exchange rate regime, the foreign reserves are high, the capital account is not yet fully convertible, and banks and their customers have limited foreign exchange exposure. Scheduled Commercial Banks In India: The commercial banking structure in India consists of:

Scheduled Commercial Banks in India Unscheduled Banks in India
Scheduled Banks in India constitute those banks which have been included in the Second Schedule of Reserve Bank of India(RBI) Act, 1934. RBI in turn includes only those banks in this schedule which satisfy the criteria laid down vide section 42 (6) (a) of the Act.As on 30th June, 1999, there were 300 scheduled banks in India having a total network of 64,918 branches.The scheduled commercial banks in India comprise of State bank of India and its associates (8), nationalised banks (19), foreign banks (45), private sector banks (32), coAlliance Business Academy
Mobile Banking operative banks and regional rural banks. "Scheduled banks in India" means the State Bank of India constituted under the State Bank of India Act, 1955 (23 of 1955), a subsidiary bank as defined in the State Bank of India (Subsidiary Banks) Act, 1959 (38 of 1959), a corresponding new bank constituted under section 3 of the Banking Companies (Acquisition and Transfer of Undertakings) Act, 1970 (5 of 1970), or under section 3 of the Banking Companies (Acquisition and Transfer of Undertakings) Act, 1980 (40 of 1980), or any other bank being a bank included in the Second Schedule to the Reserve Bank of India Act, 1934 (2 of 1934), but does not include a co-operative bank". "Non-scheduled bank in India" means a banking company as defined in clause (c) of section 5 of the Banking Regulation Act, 1949 (10 of 1949), which is not a scheduled bank".
The following are the Scheduled Banks in India (Public Sector):

State Bank of India State Bank of Bikaner and Jaipur State Bank of Hyderabad State Bank of Indore State Bank of Mysore State Bank of Patiala State Bank of Saurashtra State Bank of Travancore Andhra Bank Allahabad Bank Bank of Baroda Bank of India Bank of Maharashtra Canara Bank Central Bank of India Corporation Bank Dena Bank Indian Overseas Bank Indian Bank Oriental Bank of Commerce Punjab National Bank Punjab and Sind Bank Syndicate Bank Union Bank of India United Bank of India UCO Bank Vijaya Bank
Mobile Banking
The following are the Scheduled Banks in India (Private Sector):

Vysya Bank Ltd UTI Bank Ltd Indusind Bank Ltd ICICI Banking Corporation Bank Ltd Global Trust Bank Ltd HDFC Bank Ltd Centurion Bank Ltd Bank of Punjab Ltd IDBI Bank Ltd
The following are the Scheduled Foreign Banks in India:

American Express Bank Ltd. ANZ Gridlays Bank Plc. Bank of America NT & SA Bank of Tokyo Ltd. Banquc Nationale de Paris Barclays Bank Plc Citi Bank N.C. Deutsche Bank A.G. Hongkong and Shanghai Banking Corporation Standard Chartered Bank. The Chase Manhattan Bank Ltd. Dresdner Bank AG.
Mobile Banking
ICICI Bank ICICI Bank is India's second-largest bank with total assets of about Rs.146,214 crore at December 31, 2004 and profit after tax of Rs. 1,391 crore in the nine months ended December 31, 2004 (Rs. 1,637 crore in fiscal 2004). ICICI Bank has a network of about 530 branches and extension counters and over 1,880 ATMs. 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. ICICI Bank set up its international banking group in fiscal 2002 to cater to the cross-border needs of clients and leverage on its domestic banking strengths to offer products internationally. ICICI Bank currently has subsidiaries in the United Kingdom and Canada, branches in Singapore and Bahrain and representative offices in the United States, China, United Arab Emirates, Bangladesh and South Africa. ICICI Bank's equity shares are listed in India on the Stock Exchange, Mumbai and the National Stock Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE). At April 4, 2005, ICICI Bank, with free float market capitalization* of about Rs. 308.00 billion (US$ 7.00 billion) ranked third amongst all the companies listed on the Indian stock exchanges. Vision: To provide best of the services and products and create customer satisfaction. Mission: To assist in creation, expansion and modernization of industrial enterprise in the private sector. Encourage industrial investment
Mobile Banking Furnish managerial technical and administrative advice to the Indian industry.
HDFC Bank
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. HDFC is India's premier housing finance company and enjoys an impeccable track record in India as well as in international markets. Since its inception in 1977, the Corporation has maintained a consistent and healthy growth in its operations to remain a market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With its experience in the financial markets, a strong market reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment. The authorized capital of HDFC Bank is Rs.450 crore (Rs.45 billion). The paid-up capital is Rs.282 crore (Rs.28.2 billion). HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over 468 branches spread over 212 cities across the country. The Bank also has a network of over 1054-networked ATMs across these cities. Moreover, all domestic and
international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders can access HDFC BANKs ATM network. Mission: To be world class Indian bank. Vision: To achieve 4 business values Operational excellence Customer focus
Mobile Banking Product leadership and people
HSBC Bank
HSBC is one of the largest banking and financial services organizations in the world. HSBC's international network comprises over 9,800 offices in 77 countries and territories in Europe, the Asia-Pacific region, the Americas, the Middle East and Africa. They are the world's local bank, Headquartered in London With listings on the London, Hong Kong, New York, Paris and Bermuda stock exchanges, shares in HSBC Holdings are held by nearly 200,000 shareholders in some 100 countries and territories. The shares are traded on the New York Stock Exchange in the form of American Depositary Receipts. Through an international network linked by advanced technology, including a rapidly growing e-commerce capability, HSBC provides a comprehensive range of financial services; personal financial services; commercial banking; corporate, investment banking and markets; private banking; and other activities.
Mobile Banking
Vision:
The HSBC group is committed to 5 core business principles Outstanding customer service Effective and efficient operation Strong capital and liquidity Conservative lending policy Strict expense discipline
Mission:
The highest personal standards of all integrity at all levels Commitment to truth and fair dealing Hands on management at all levels. Openly esteemed commitment to quality and competence. A minimum of bureaucracy Fast decision and implementation Putting the group interest ahead of the indivials. Putting the groups interest ahead of the individual The appropriate delegation of authority with accountability Fair and objective employees
Mobile Banking A merit approach to recruitment /selection /promotion A commitment to complying with the spirity letter of all laws and Regulation where ever we conduct our business The promotion of goods environmental practice and sustainable development Commitment to the welfare and development of each local community.
IDBI Bank
Mobile Banking IDBI Ltd the tenth largest development bank in the world has promoted world class institutions in India. A few of such institutions built by IDBI are The National Stock Exchange (NSE), The National Securities Depository Services Ltd.(NSDL), Stock Holding Corporation of India (SHCIL) etc. IDBI is a strategic investor in a plethora of institutions, which have revolutionized the Indian Financial Markets. IDBI promoted idbi bank to mark the formal foray of the IDBI Group into commercial Banking. This initiative has blossomed into a major success story. idbi bank, which began with an equity capital base of Rs.1000 million (Rs.800 million contributed by IDBI and Rs.200 million by SIDBI), commenced its first branch at Indore in November 1995. Thereafter in less than seven years the bank has attained a front ranking position in the Indian Banking Industry. The birth of idbi bank took place after RBI issued guidelines for entry of new private sector banks in January 93. Subsequently, IDBI as promoters sought permission to establish a commercial bank and retained KPMG a management consultant of international repute to prepare the groundwork for establishing a commercial Bank. The Reserve Bank of India conveyed it's in principle approval to establish idbi bank on February 11th, 1994. Thereafter the Bank was incorporated at Gwalior under Companies Act on 15th of September 1994 (Registration No. 10-08624 of 1994) with its Registered Office at Indore. The Certificate for Commencement of Business was received on 2nd of December 1994. Main functions of IDBI IDBI is vested with the responsibility of co-ordinating the working of institutions engaged in financing, promoting and developing industries. It has evolved an appropriate mechanism for this purpose. IDBI also undertakes/supports wide-ranging promotional activities including entrepreneurship development programmes for new entrepreneurs, provision of consultancy services for small and medium enterprises, upgradation of technology and programmes for economic upliftment of the underprivileged.
Citibank
Mobile Banking Citigroup Inc. is todays pre-eminent financial services company, with some 200 million-customer accounts in more than 100 countries. Its history dates back to the founding of Citibank in 1812, Travelers Life and Annuity in 1864, Bank Handlowy in 1870, Smith Barney in 1873, Banamex in 1884, and Salomon Brothers in 1910. Citibank India is since 1902. Citibank India was the first bank to lend actively to individuals. Citibank is the largest Consumer Finance lender in the world. Citibank India follows the following principles while dealing to its customers:

Truth in Lending Superior Products and Services Quick and Transparent Credit Decisions Lending is not a transaction, but a relationship Custodian of Public Funds
It offers services and products at individual level, family level and business level that help them achieve and reach their financial goals. Mission: To be a leader in banking devices Vision: Customer response Timely service Value addition Profitability.
Mobile Banking
CHAPTER 4
Research Analysis
A. Age distribution of the Respondents:
Mobile Banking 1 Table showing age distribution of the respondents Sl No

1 2 3 4 5 6
Age Range
18-20 21-25 26-30 31-40 41-50 > 50
No of Respondents
0 49 99 76 14 12
% Distribution
0% 20% 39% 30% 6% 5%
Source of data: Data collected from Questionnaire. Analysis and Interpretation: From the table it can be seen that the age group between 26-30 years vastly influences the study that is 39% .It can be inferred from the table that this age group uses bank facilities more compared to other age groups so, they are likely targets for the marketing of such services of Mobile banking.
A. Pie Chart Showing Age Distribution of the Respondents
5 6%
6 5%
1 0%
2 20%
4 30% 3 39%
Mobile Banking
B. Income Distribution of the Respondents

2. Table Showing Income Distribution of Respondents
Sl No 1 2 3 4 5
Salary Range (Rs) 5,000-10,000 10,001-15,000 15,001-20,000 20,001-25,000 > 25,000
No of Respondents 18 72 78 82
% Distribution 7% 29% 31% 33%
Source of data: Data collected from questionnaire Analysis and Interpretation: From the table it is clear that 33% of the respondents are earning above 25,000 and 31% of them are earning between 20,000-25,000 and 29% are between 15,001-20,000. It reveals that most of the respondents belong to the high-income group who are aware of new technologies and are willing to use new services which are offered by the banks. B. Pie Chart Showing Income Distribution of the Respondents
5 33%
1 0%
2 7% 3 29%
4 31%
Mobile Banking
C. Occupational Status of the Respondents: 3. Table Showing Employee Status of the Respondents: Sl no 1 2 3 4 5 status Employed Student Business Unemployed Retired No of Respondents 146 10 82 0 12 % Distribution 58% 4% 33% 0% 5%
Source of data: Data collected from Questionnaire. Analysis and Interpretation: From the table it is clear that 58% of the respondents are employed, 33% are businessmen and remaining are either retired persons or students. It shows that majority of the respondents were employees and business men who earn more money and are willing to try new technologies when they are available. C. Pie Chart Showing the Employee Status of the Respondents
4 5 0% 5% 3 33% 1 58% 2 4%
Mobile Banking
D. Since how long the Respondents are holding an Account

4. Table showing since how long Respondents are holding an Account in the following Banks
Sl no 1 2 3 4 5 Banks 6m1yr ICICI 12 HDFC 10 HSBC 10 IDBI 8 CITIBANK 20 1yr-2yr 24% 20% 20% 16% 40% 22 24 20 22 24 44% 48% 40% 44% 48% 2yr-5yr 10 12 13 16 6 20% 24% 26% 32% 12% >5yr 6 4 7 4 0 12% 8% 14% 8% 0%
Source of data: Data collected from questionnaire. Analysis and Interpretation: The table shows that majority of respondents in ICICI Bank, HDFC Bank, HSBC Bank, IDBI Bank and Citibank are holding account since 1yr-2yr. This shows that they are aware of the services provided by their respective banks. D. Graph showing since how long Respondents are holding a Account in the following banks.
60% 50% 48% 44% 40% 32% 30% 20% 10% 0% 1 2 3 4 5 24% 20% 12% 8% 20% 24% 20% 14% 16% 12% 8% 0% 26% 44% 40% 48%
% of Respondent
40%
Banks
6m-1yr 1yr-2yr 2yr-5yr >5yr
Mobile Banking
E. Channel/service used by the Respondents in last 6 months for daily transactions

5a. Table showing Channel/service used by the Respondents in last 6 months for daily Transactions
Sl no Transaction
1 2 3 4 5 Branch Transaction ATM Tele-banking Online banking Mobile banking
Total no of respondents
34 172 28 69 35
% Distribution
10% 52% 8% 20% 10%
Source of data: Data collected from questionnaire Analysis and Interpretation: From the table it is clear that majority of the respondents that is 52% are using ATM service ,20% Online banking ,10% Mobile banking and Branch, 8% Tele-banking services .So it clearly shows that users of mobile banking services are small in number in comparison to other services. Customers are willing to spend extra time and money to go to the nearest ATM center to carry out their transaction rather than using cost and time saving services like Mobile Banking services. E1. Pie chart Showing Channel/service used by Respondents in last 6 months to do their daily transaction
5 10% 4 20% 1 10%
3 8%
2 52%
Mobile Banking 5b. Table showing Channel/service used by Respondents in each bank in last 6 months for every day transaction:
Sl no
1 2 3 4 5
Banks
ICICI HDFC HSBC IDBI CITIBANK
Branch Transaction
5 8% 6 10% 12 19% 8 12% 4 4%
ATM
34 56% 34 56% 30 48% 32 49% 42 46%
Tele-banking
4 7% 4 7% 4 6% 6 9% 10 11%
Online banking
14 23% 9 15% 10 2% 16 25% 20 22%
Mobile banking
3 5% 7 12% 6 10% 3 5% 15 16%
Source of data: Data collected from questionnaire
Analysis and Interpretation: Majority of the respondents in all the banks use ATM service more frequently than any other services .use of mobile banking service in ICICI Bank is 5%, HDFC Bank is 12%, HSBC Bank is 10%, IDBI Bank is 5% and in Citibank is 17% .So Citibank customers are making use of this facility more than other customers . It also shows that overall or average usage of Mobile banking service by the respondent is very low.
E 2.Bar chart Showing Channel/Service used by Respondent in last 6 months for every day Transactions
60% 50% 40%

Channel
56%
56% 48% 49% 46%
30% 20% 10% 0% 8%
23% 10% 5% 15% 12% 7%
25% 19% 6% 2% HSBC

Banks
22% 16% 11%
7%
10%
12%
9%
5%
4%
ICICI
HDFC
IDBI
citibank
Branch
ATM
Telebanking
Onlinebanking
MobileBanking
F. Respondents awareness level towards Mobile Banking in different banks:

Mobile Banking
6. Table showing respondents awareness level towards mobile banking in different banks
Sl no
1 2 3 4 5
Banks
ICICI Bank HDFC Bank HSBC Bank IDBI Bank Citibank
Yes
31 20 22 18 50
%
62% 40% 44% 36% 100%
No
19 30 38 32 0
%
38% 60% 56% 64%
Source of data: Data collected from questionnaire. Analysis and Interpretation: From the table it clear that respondent awareness towards Mobile banking service in Citibank is 100% , 62% in ICICI Bank,40% in HDFC Bank,44% in HSBC Bank, and least that is 36% in IDBI Bank. So it reveals that more respondents are aware of Mobile banking in Citibank in comparison to other banks .So other banks have to create awareness among its customers for transacting through Mobile banking by educating them on security issues. This can be done through customer interaction at the bank branches or through media. F. Bar Chart showing awareness level of Mobile Banking in different Banks
5 4
Banks 36%
100%
64%
3 2 1
0%
44%
56%
YES NO
40%
60%
62% 20% 40% 60%
38% 80% 100%
% of Respondent
G. Respondent satisfaction level towards different channel/services of the banks

Mobile Banking
7a.Table showing respondent satisfaction level towards different channel/services of the banks
SL NO 1 2 3 4 5
BANKS
Branch transaction
ATM
Tele banking
Online ban king 32
Mobile banking
ICICI HDFC HSBC IDBI Citibank Total
34 25 40 22 42 163
52 60 55 46 65 278
44 35 40 32 46 197
40 34 29 42 177
49 48 30 40 43 210
Analysis and Interpretation: From the table it clear that 28% are satisfied with the ATM services which are offered by the banks because of its easy accessibility and 20% of the respondents are satisfied with the Mobile banking services because it is time saving and cost saving, and 19% are satisfied with telebanking services and the rest 16% are satisfied about Online banking in which they have to log on to internet and do their transaction. By this we can see that mobile banking is over taken Online ,Telebanking services in shorter time period . G1. Pie chart showing respondent satisfaction level towards different channel/services of the banks
Mobile Banking
Sl no 1 2 3 4 5
Banks
Branch transaction 34 16% 25 12% 40 20% 22 13% 42 18%
ATM
Tele banking 44 21% 35 17% 40 20% 32 19% 46 19%
Online ban king 32 15% 40 19% 34 17% 29 17% 42 18%
Mobile banking 49 23% 48 23% 30 15% 40 24% 43 18%
ICICI HDFC HSBC IDBI Citibank
52 25% 60 29% 55 28% 46 27% 65 27%
20%
16%
17% 19%
28%
Branch
ATM
Telebank
Online
Mobile
7b.Table showing respondent channel/services of the banks
satisfaction
level
towards
different
Mobile Banking
Analysis and Interpretation

From the table it shows that many people in ICICI bank are satisfied by ATM &Mobile banking service which are offered by the bank, and next is Online banking and tele-banking .In HDFC bank respondent are more satisfied about the ATM service and next Mobile banking next is Online, tele, branch .In HSBC bank respondent are satisfied about more about ATM next is branch, telebanking, next is Online banking and last is Mobile banking this shows in HSBC people are not satisfied by the Mobile banking services. In HSBC bank ATM, Mobile banking stands first, in and rest come next. In Citibank ATM and Telebanking stands first and next is Mobile banking.
G2. Graph showing respondent satisfaction level towards different channel/services of the banks
Mobile Banking
70 60 50 Channel 40 30 20 10 0 1 2 3 Banks Branch ATM Telebanking Onlinebanking 4

34 60 52 44 32 25 55 49 40 35 48 40 40 34 46 40 30 22 32 29
65
42
46 42 43
Mobilebanking
Mobile Banking
H. Respondent those who tried, not tried and willing to try Mobile banking service and their frequency of using Mobile banking
8a.Table showing respondent those who tried, not tried and willing to try Mobile banking Sl no
1 2 3 4 5 6 7
Frequency of use
I dont use it Every day Weekly Once in 15 days Once in a month Once in 2 months Willing to try in future
Total no of Respondents
133 0 25 38 11 0 43
% Distribution
54% 0% 10% 15% 4% 0% 17%
service and their frequency of using Mobile banking (those who tried only) in all banks.
Source of data: Data collected from questionnaire Analysis and Interpretation: From the table it shows that majority of the people dont use Mobile banking because of security reasons and many other reasons. Respondents do much transaction in 15days to 2months but majority of them are using Mobile banking once in 15days or once in 1month this clearly shows that frequency of usage by respondents are very less. Many of the respondents who were not tried Mobile banking that is 54%, in that 17% are willing to try in future. This shows the interest of respondents in using new technology. H1. Pie chart showing respondents those who tried, not tried and willing to try Mobile banking service and their frequency of using Mobile banking.
Mobile Banking
Sl no 1 2 3 4 5
Banks
I dont use it 30 60% 32 64% 28 56% 31 62% 12 24%
Every day 0 0% 0 0% 0 0% 0 0% 0 0%
Weekl y 6 12% 3 6% 2 4% 6 12% 8 16%
Once in 15 days 4 8% 5 10% 5 10% 4 8% 20 40%
Once in a month 0 0% 2 4% 5 10% 0 0% 4 8%
Once in 2 months 0 0% 0 0% 0 0% 0 0% 0 0%
Willing to try in future 10 20% 8 16% 10 20% 9 18% 6 12%
ICICI HDFC HSBC IDBI Citiban k
5 4%
6 0
7 17%
4 15% 3 10% 2 0%
1 54%
8b.Table showing Respondent those who tried, not tried and willing to try Mobile banking service and their frequency of using Mobile banking (those who tried only) in different banks.
Source of data: Data collected from questionnaire.
Analysis and Interpretation:

Mobile Banking
Form the table it shows that, 60% in ICICI bank ,64% in HDFC Bank,56% in HSBC Bank ,62% in IDBI Bank and 24% in Citibank dont use mobile banking service and 20%,16%,20%,18% and 12% in respective banks respondents are willing to use it in future this shows the positive sign ,majority of the respondent comparing to all other banks Citibank customer are frequent users of mobile banking services . And it shows that frequency of using it is very low in all the banks that is only once in 15 days or in one month they are not comfortable with security issues.
H 2. Graph showing Respondent those who tried, not tried and willing to try Mobile banking service and their frequency of using Mobile banking (those who tried only) in different banks.
Mobile Banking
Sl no
Transaction
View balance Transfer funds Pay bills Make an enquiry
Branch 10 40 40 32
ATM 40 0 0 0
Online banking 40 0 20 12
Mobile banking 20 0 22 21
Tele-banking 10 0 12 16
2 3 4
I. Channels/services used by the respondents in last 6 months for different transaction. 9.Table-showing channels used by the respondents in last 6 months for different transaction Source of data: Data collected from questionnaire Analysis and Interpretation: Alliance Business Academy
Mobile Banking From the table it shows that to view balance /recent transaction many of the respondents use ATM, Online banking next is Mobile banking last is Branch and Telebanking. For transfer of funds many respondent chose branch transaction because people are varied
Sl no 1 2 3 4 5 Banks ICICI HDFC HSBC IDBI Citibank Are you aware 48 49 46 45 50 Do you use 96% 98% 92% 90% 100% 12 10 14 11 15 24% 20% 28% 22% 30%
about the security issues, and to pay bills respondent depend on Branch and Mobile banking, online banking and to make an enquire respondent use Branch and Mobile banking. I. Graph showing channels/services used by the respondents in last 6 months for different
transaction
45 40 35 30 Channels 25 20 15 10 5 0 10
40 40
40
40 32 22 12 12
20 10 0 0 1 2 Transactions Branch ATM Online Mobiebanking 0 0 0
20
21 16
0 3 4
Telebanking
. J. Respondent awareness towards different Mobile banking service and their usage 10a.Table showing respondents awareness towards Balance check through Mobile banking and usage of it in different banks
Mobile Banking
Analysis and Interpretation: From the table it is clear that 100% of respondent in Citbank are aware of Balance check through mobile banking but only 30% not even half of the respondent use it .it is same in all the banks that is 90% in IDBI Bank are aware of but only 22% use it ,92 % in HSBC Bank are aware of but only 28% use it ,in HDFC bank 98% are aware of but only 20% use it and in ICICI Bank 96% are aware of but only 24% use it .It shows the clear mismatch between awareness and usage. Comparing to all the banks Citibank customer use balance check services through Mobile banking more than any other banks.
J 1.Graph showing respondents awareness towards Balance check through Mobile banking and usage of it in different banks
30% 22% 28% 20% 24% 0% 20% 40% 60% 80%
5 4
100% 90% 92% 98% 96% 100% 120%
Banks
3 2 1
% of Respondent
Are you aware of Do you use
10b.Table showing respondents awareness towards Chequebook request through Mobile banking and usage of it
Mobile Banking
Sl no 1 2 3 4 5
Banks
Are you aware ICICI 45 HDFC 47 HSBC 42 IDBI 41 CITIBANK 48
Do you use 90% 94% 84% 82% 96% 3 1 1 4 3 6% 2% 2% 8% 6%
Source of data: data collected from questionnaire. Analysis and Interpretation: From the table it shows that awareness toward Cheque book request through Mobile banking in ICICI bank is 90% and only 6% of respondents use it, 94% in HDFC bank are aware of it but only 2% use it,84% in HSBC Bank are aware of it but only 2% use it ,82% are aware of it in IDBI bank but 8% use it ,96% are aware of it in Citibank but only 6% use it. this shows clear mismatch between awareness and usage .it shows that people are not comfortable with security and other issues. J 2.Graph showing respondents awareness towards Chequebook request through Mo bile banking and usage of it
Mobile Banking
Sl no 1 2 3 4 5
Banks ICICI HDFC HSBC IDBI Citibank
Are you aware 50 48 48 48 49
Do you use 100% 96% 96% 96% 98% 0 0 1 1 2 0% 0% 2% 2% 4%
5 4
6% 8% 2% 2% 6%
0% 20% 40% 60% 80%
96% 82% 84% 94% 90%

100% 120%
Banks
3 2 1
% of Respondent
Are you aware Do you use
10c.Table showing respondents awareness towards Mini statement /transaction through Mobile banking and usage of it
Mobile Banking
Source of data: data collected from questionnaire Analysis and Interpretation: From the table it shows that awareness towards Mini statement /Transaction through Mobile banking service in ICICI bank is 100% ,96% in HDFC bank but even a single person in the survey doesnt use it.96% in both HSBC and IDBI bank are aware of but only 2% in each bank use it ,coming to Citibank which is largest bank 98% are aware of it but only 4% use it .It shows clear mismatch between awareness and usage.
Mobile Banking J 3.Graph showing respondents awareness towards Mini statement /Transaction through Mobile banking and usage of
5 4
4% 2% 2%
98% 96% 96% 96% 100% 20% 40% 60% 80% 100% 120%
Banks
3 0% 2 0% 1 0%
% of Respondent
Are you aware Do you use
: 10d.Table showing respondents awareness towards FD/other enquires through Mobile banking and usage of it
Mobile Banking
Sl no 1 2 3 4 5
Banks
Are you aware ICICI 38 HDFC 42 HSBC 48 IDBI 50 CITIBANK 50
76% 84% 96% 100% 100%
Do you use 2 3 1 4 5
4% 6% 2% 8% 10%
Source of data: data collected from questionnaire

From the table it shows that 76% in ICICI bank are aware of FD/Other enquires through Mobile banking but 4% of respondent use it,84% in HDFC are aware of it but only 6% use it ,96% in HSBC bank are aware of but 2% use it ,100% in IDBI and Citibank but only 8%,10% respondent use it. It shows that clear mismatch between awareness and usage .for enquire there is no need to worry about security but than also there is mismatch between awareness and usage. But in future many people are switching to use this facility gradually because it is time and cost saving.
Mobile Banking J4.Graph showing respondents awareness towards FD/other enquires through Mobile banking and usage of it
Sl no 1 2 3 4 5
5 4 Banks 3 2 1 0%
2% 6% 4%
Banks ICICI HDFC HSBC IDBI Citibank

10% 8%
Are you aware 30 40 45 42 49
60% 80% 90% 84% 98%
Do you use 1 2 1 1 2
2% 4% 2% 2% 4%
100% 100% 96% 84% 76%
20%
40%
60%
80%
100%
120%
% of Respondent
Are you aw are Do you use
10e.Table showing respondents awareness towards Paying bills through Mobile banking and usage of it
Source of data: data collected from questionnaire Analysis and Interpretation From the table it shows that to pay bills through Mobile banking 60% of respondent are aware in ICICI bank but only 2% use it,80% in HDFC bank are aware of but only 4% use it,90% and 84% are aware of in HSBC bank and IDBI bank but only 2% in each bank use it , Alliance Business Academy
Mobile Banking 98% are aware of in Citibank but only 4% use it. It shows the clear mismatch between awareness and usage This is because people are willing to spend time and money to go physically and pay their bills rather than using the Mobile banking which is time and money Sl no
1 2 3 4 5
Reason
To save money To save time Confidentiality Clarity of Transaction I always use new technology Total
Total no of respondents
77 235 5 4 34 355
% Distribution
22% 66% 1% 1% 10% 100%
saving. J5.Graph showing respondents awareness towards Paying bills through Mobile banking and usage of
5 4 Banks 3 2 1 0%
4% 2% 2% 4% 2% 20% 40%
98% 84% 90% 80% 60% 60% % of Respondent

Are you aw are Do you use
80%
100%
120%
K. Main reason for using Mobile-banking services:

11a.Table showing main reason for using Mobile-banking services by respondent in general in all the banks
Mobile Banking
Source of data: Data collected from questionnaire. Analysis and Interpretation: From the table it is clear that majority that is 66% of respondent, more than half of the respondent use Mobile banking services in order to save time and 22% use in order to save Money and rest use for Confidentiality and Clarity of transaction and 10% of the respondent use because they always use new technology as and than available to them. It shows that saving time is the key factor pushing Mobile banking. Forget about going to the nearest ATM or even logging on to the Internet. K1. Pie chart showing main reason for using Mobile-banking services by respondent in general in all the banks
3 4 1% 1%
5 10%
1 22%
2 66%
11b.Table showing main reason for using Mobile-banking services by respondent in different banks.
Mobile Banking Source of data: Data collected from questionnaire

Sl no 1 2 3 4 5
BANKS To save money Save time Confide ntiality Clarity of transacti on Use new technology
20 10 25 10 12
25% 16% 34% 15% 16%
48 46 43 48 50
59% 74% 59% 74% 68%
1 0 2 1 1
1% 0% 3% 2% 1%
2 1 0 0 1
3% 2% 0% 0% 1%
10 5 3 6 10
12% 8% 4% 9% 14%
Analysis and Interpretation: Form the table it shows that major of the respondent in all the banks use for saving time because In todays world time is more precious thing and next come saving money which is also a most important thing in life and rest that is Confidentially and Clarity of transaction are given next preferences and in all the banks respondent use Mobile banking services because they always like to use new technology as and when available to them. K2. Graph showing main reason for using Mobile-banking services by respondent in different banks.
60 50 40 30
34% 25%
59% 74%
74%
68%
59%
20 10
1 6% 1 2% 1 6% 1 5% 9% 3% 0 4% 2% 0 1% 1% 1 4%
8% 1% 3% 0 2%
0 1
4 To save time Clarity of Transaction
To save money Confidentiality I alw ays use new technology w hen they are available
L. Factors respondents feel uncomfortable with mobile banking transaction
Mobile Banking 12a.Table showing in which factors respondent feel uncomfortable with mobile banking transaction all the banks.
Sl no 1 2 3 4 5 6
Issues Security Issues Availability Clarity of transaction Confidentiality Better Customer Service Alter statement sent by the banks
Total no of Respondents 240 42 214 118 75 7
% Distribution 34% 2% 31% 17% 11% 1%
Source of data: Data collected from questionnaire Analysis and Interpretation: From the table 34% of respondent who are both aware of and using Mobile banking services, most say better security is a key concern. while theres hardly any security risk in sending SMS ,a perception about it is there. Banks need to educate consumer on this front. The next is clarity of transaction and confidentiality even today people prefer to do physical transaction than using the new services, Which are time and money saving. next comes better customer service and Alter statement sent by the banks.
L1. Pie chart showing in which factors respondent feel uncomfortable with mobile banking transaction in common in all the banks.
Mobile Banking
Sl no
1 2 3 4 5
Banks
Security Issues 48 36% 48 32% 49 34% 50 33% 45 36%
Availability
Clarity of transaction 40 34% 45 30% 40 28% 46 32% 43 34%
Confidentiali ty 20 15% 25 17% 23 16% 30 21% 20 16%
10 7% 8 5% 10 7% 7 5% 7 6%
Better Customer Service 10 7% 20 13% 22 15% 13 9% 10 8%
Alter statement sent by the banks 2 1% 5 3% 0 0% 0 0% 0 0%
5 11% 4 17%
6 1%
1 34%
3 31%
2 6%
12b. Table showing in which factors respondent feel uncomfortable with mobile banking transaction in different banks.
Mobile Banking

From the table it show that majority of respondent in all the banks ie, ICICI ,HDFC, HSBC, IDBI, Citibank feel uncomfortable because of two reason that is Security and Clarity of transaction .While theres hardly any security risk in sending SMS,a perception about it is there, and more over people generally feel comfortable making physical transaction. This may seem technology unsafe and next is confidentiality People think that there message can be intercepted by others. Next is availability and Better customer service . Respondent are happy about the Alter statement sent by the banks like balance details etc. from the table data it shows that citibank as good response than all other banks.
L2.Graph showing in which factors respondent feel uncomfortable with mobile banking transaction in common in all the banks.
Mobile Banking
60 48 48 49 45 40 40 30 30 20 20 13 10 10 10 8 10 7 7 10 25 20 23 22 50 46 45 43
50
46
20
1
0 1 Security issues Confidentiality 2 Availability Better customer service 3 4 Clarity of transaction Alter statement sent by the banks 5
Source of data: data collected from questionnaire. Alliance Business Academy
Mobile Banking
Sl no 1 2 3 4 5
Transaction Better security Better Confidentiality Better transaction Better customer service Alter statement sent by the banks
Total no of respondents 87 77 78 71 70
% Distribution 23% 20% 20% 19% 18%
M. Improvements in mobile banking services which Respondents would like to see

13.Table-showing improvement in mobile banking services which respondent would like to see general in all the banks.
Source of data: Data collected from questionnaire Analysis and Interpretation: From the table 23% of respondent who are both aware of and using Mobile-banking services, most say better security is a key concern. While theres hardly any security risk in sending SMS, a perception about it is there, banks need to educate consumer on this front. The next is better confidentiality and better transaction people even today prefer to do physical Alliance Business Academy
Mobile Banking transaction than using the new services, and next comes better customer service and Alter statement sent by the banks. M.Pie chart showing in which factors respondent feel Improvement with mobile banking transaction. Sl No
1 2 3 4 5
Media
Newspapers TV Friends Bank employees Any Other
No of Respondents
52 15 92 79 12
% Distribution
21% 6% 36% 32% 5%
5 18%
1 23%
4 19% 3 20%
2 20%
N. Media through which respondents come to know about new services offered by the bank 14.Table showing the media through which respondents come to know about new services offered by the Bank:
Mobile Banking
Source of data: Data collected from questionnaire Analysis and Interpretation: Sl no 1 2 3 4 5 Satisfaction level Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied No of Respondents 2 122 80 46 0 % Distribution 1% 49% 32% 18% 0%
From the table it shows that many people come to know about the new services which are offered by the banks by friends that is 36% and next by bank employees next is news paper .So banks should adverting and educate the respondent about the new services which are offered by the banks. N. Pie chart showing the media through which respondents come to know about new services offered by the Bank
5 5% 4 32%
1 21% 2 6%
3 36%
O. Satisfaction level of respondents towards Mobile banking

15. Table shows satisfaction level of respondents towards Mobile banking
Mobile Banking
Source of data: Data collected from questionnaire Analysis and Interpretation: From the table it shows that majority of the respondent that is 49% are satisfied with the Mobile banking service and 32% respondent are neutral. This Cleary shows that people are adopting new technology in faster rate and the growth of mobile banking is great but it takes time. O. Graph showing satisfaction level of respondents towards Mobile banking
60% % of Respondent 50% 40% 30% 20% 10% 0% 1 1%
49% 32% 18% 0% 2 3 4 5
Satisfaction level
Mobile Banking
CHAPTER
Findings, Suggestion & Conclusions
FINDINGS
Mobile Banking The people who earn more than Rs 20,000 per month and who are with in the age group between 26-30 years mainly use mobile banking services. Majority of the respondents use ATM services than other services like Branch transaction, Tele-banking, online banking and Mobile banking. People are willing to spend extra time and money to go to nearest ATM center and carry out their transactions. In Citibank 100% of the respondents are aware of the Mobile banking service, in ICICI bank more than 50% of the respondents are aware and in HDFC, HSBC, IDBI banks less than 50% of the respondents are not aware of the Mobile banking service which are offered by their respective banks. This shows that awareness level in all the 3 banks is very low. Even though the respondents in ICICI, HDFC, IDBI, and Citibank are holding account since 1yr-2yr many were not aware of the Mobile banking services. Frequency of using Mobile-banking services is very low, usually respondents perform many transactions in 6months duration, but they use Mobile banking only once in 15 days or once in a month. More than 50% of the respondents in ICICI, HDFC, HSBC, IDBI banks have not tried Mobile-banking services that is offered by the banks. But respondents in Citibank have tried the services more, in comparison to other banks. Many people are willing to try Mobile-banking services in future if banks provide them better security. This shows that there is an interest in using Mobile banking services by the respondents. Among the respondents using Mobile banking,, more than 90% of the respondent are aware of BalanceCheck,Cheque bookrequest, Ministatement transaction ,FD/Other enquires and Paying bills through Mobile banking by just sending an SMS they can get this information. Many of the respondent use Mobile banking to view their balance and to make an enquiry because it is cost and time saving but they dont transfer fund through Mobile banking because they are afraid of security issues. Usage rate is very low in all the banks there is a clear mismatch between usage and awareness. While survey was conducted to A class people who are aware of new technologies or services Alliance Business Academy
Mobile Banking even they are not using this services, if the spread of the survey were to be expanded to small towns, the rate would possibly drop to 1-2%, However, banks offering these services say number are growing, with the biggest draw being balance enquire. Main reason for using mobile banking by the Respondent was to save time which is the key factor for mobile banking usage, the other being cost effectiveness. Many people who are both aware of and use Mobile-banking consider security as a key concern inhibiting them from using Mobile banking .While theres hardly any security risk in sending SMS, people generally feel more comfortable making physical transaction. The next reason being Clarity of transactions, people are afraid that messages can be interrupted, data can be damaged etc. The next reason is confidentiality. Banks may face a slowdown in the takeoff of mobile banking services. Many of the respondents come to know about the new services, which are offered, by the banks through friends and bank employees. Respondents are satisfied with the present Mobile banking services, which are offered, by the banks if banks provide better security.
Mobile Banking
SUGGESTION
The delivery process of each of the value added services offered by different banks should be more customer oriented .so that in entire process of services delivery and customer interaction process time is minimized.
From the study it was found that awareness towards Mobile banking is very low .So promotion and awareness of service is needed. The introduction and promotion of service must be planned rigorous, promotional strategies must be aimed at all segment of the society. Broadcast and print media, outdoor media have to be exploited to reach people of all ages because there is no charges for using it
Banks should hold demonstration and provide training to customers to explain about its usage, effectiveness etc ,for the usage of Mobile banking services.
Banks should encourage the usage of Mobile banking services by giving incentives, because by using it, banks and customer can save time and money.
To promote Mobile banking online demo must be provided on all banks websites this should be informative, educative and attractive.
Security:
Respondent are afraid about security, banks should provide better security adopting better security measures and educate customer that there is no security risk involved in this.
Banks should use different PIN number for Mobile banking for safety transaction.
Mobile Banking
CONCLUSION
The Indian banking industry is on a path of growth and every banking institution is making all out efforts to increase their customer base. This service industry is using technology as a differentiating tool to leverage their service offering. Although, customer satisfaction is an abstract concept that depends on variety of factors and is subjective, banks are going that extra mile to satisfy their customer. Customer are willing to adopt technology provided by the banks addresses the security issues associated with the value added services

The overall customer satisfaction level of Mobile banking was satisfactory All the customer surveyed adopted technology as a means of carrying out their transaction
Mobile Banking
BIBLIOGRAPHY
BUSINESS RESEARCH METHODS By: Donald R Cooper, Pamela S. Schindler, Tata McGraw-hill, Sixth Edition.
MARKETING MANAGEMENT By: Philip Kotler Eastern Economy Edition, Ninth Edition.
ELECTRONIC COMMERCE By: Ravi B. Kalakota And Andrew B. Whinston-Frontiers of Electronic Commerce. Addison Wesley , Pearson Education ,Asia.
WEBSITE: BANK WEBSITE icicibank.com idbi.com citibank.com hdfcbank.com hsbcbank.com JOURNAL DataQuest ,jan 31,2003. Alliance Business Academy
Mobile Banking
ANNEXURE Dear respondent, I am Soumya student of final semester MBA, Alliance Business Academy, Bangalore .I am doing a survey on Mobile banking in different banks, so I would be grateful if you could spend some of your time in filling up this Questionnaire. Name______________________________ 1. Age: a)18-20 b)21-25 d)31-40 2. Monthly Income a)5,000-10,000 c) 15,001-20,000 e)41-50 b)10,001-15000 d) 20,001-25,000 e)>25,000 c)HSBC Bank f) Others
Citibank IDBI Others
c) 26-30 f)>50
3. Which are the banks you are dealing with? a) ICICI Bank b)HDFC Bank d) Citibank
Years a)6m-1yr b)1yr-2yr c)2yr-5yr d)> 5yr ICICI
e)IDBI Bank
HDFC HSBC
4. Since how long are you holding a Account in the following banks
5.In last 6 months which channels did you mostly used for your every daily transaction ?
Channels a) Branch transaction b) ATM c) Tele-banking d) Online banking e) Mobile banking
ICICI
HDFC
HSBC
Citibank
IDBI
Others
Mobile Banking 6. In which of the following banks are you aware of Mobile Banking services? Banks YES NO ICICI Bank HDFC Bank HSBC Bank Citibank IDBI Bank 7. Employee status a) Employee d) Unemployed b) Student e) Retired c) Business
8. How much are you satisfied with the bank with following channels?(Rank them 1 being highest) Transactions ICICI HDFC HSBC Citibank IDBI Others a) Branch transaction b) ATM c) Tele-banking d) Online banking e) Mobile banking 9.Have you tried Mobile Banking transaction; if so, how frequently do you use it? Frequency ICICI HDFC HSBC Citibank IDBI Every day Weekly Once in 15 days Once in a 1m Once in 2m I Dont use it Willing to try in future 10.In the last 6 months which channels did you mostly used to conduct the following personal banking? View balance/ Transfer funds Pay bills Make an Recent transaction enquiry Branch ATM Tele-banking Mobile banking Online banking 11. Which of the following Mobile banking services are you aware of, in your banks? ICICI HDFC HSBC Citibank IDBI Alliance Business Academy
Mobile Banking Balance check Cheque book request Ministatement/transaction FD/other enquires Paying bills 12. Which are the following Mobile banking services do you use? Transaction ICICI HDFC HSBC Citibank Balance check Cheque book request Ministatement/transaction FD/other enquires Paying bills 13. What is your main reason for using Mobile banking services? Reason ICICI HDFC HSBC Not tired yet To save money To save time Confidentiality Clarity of transaction I always use new technology when they are available
IDBI
Citibank
IDBI
14. Are you uncomfortable with mobile banking transaction? If yes why?(Rank them 1 being highest) ICICI HDFC HSBC Citibank IDBI Security Issues Availability Clarity of transaction Confidentiality Better customer service Alter statement send by the banks 15.What improvement would you like to see with your mobile banking services? ICICI HDFC HSBC Citibank IDBI Better Security Better Confidentiality Better transaction Better customer service Alter statement send by the banks I am satisfied . 16.From where do you come to know about the new services, which are offered, by the banks? a) Newspapers b) TV c) Friends d) Bank employees e)Others
Mobile Banking 17generally, how satisfied are you that banks provide sufficient security measure for mobile banking?(Regardless of whether you use mobile banking or not) Very satisfied Satisfied Neutral Very unsafe Dont Know
Mobile Banking
Mobile Banking
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WITH THE GUIDANCE AND SUPPORT OF:

Alliance Business Academy

ALLIANCE BUSINESS ACADEMY

BANGALORE 560 076.

Alliance Business Academy

Place: Acharya Date:

It is with great pleasure that , I sincere t hanks to

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CHAPTER 2 - DESIGN OF THE STUDY

CHAPTER 3 - PROFILE OF INDUSTRY AND BANKS

CHAPTER 4 - ANALYSIS AND INTERPRETATION

CHAPTER 5 - FINDINGS AND SUGGESTION

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Pie Chart Showing Age Distribution of the Respondents

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Difference between E-Commerce and M-Commerce:

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Presentation Standards Browser Bearer Networks

HTML Microsoft Explorer, Netscape TCP/IP & Fixed Wireline Internet

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SMS Mobile Phone

PDA (Palm pilot)

Bigger screen and friendly keyboard

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Future trends and potentials

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Graph showing Mobile subscribers and Internet users

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Design of the study

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DESIGN OF THE STUDY

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Mobile Banking SCOPE OF THE STUDY

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LIMITATIONS OF THE STUDY

OPERATIONAL DEFINITION OF THE STUDY

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HISTORY OF BANKING IN INDIA

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Scheduled Commercial Banks in India Unscheduled Banks in India

The following are the Scheduled Banks in India (Public Sector):

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The following are the Scheduled Banks in India (Private Sector):

The following are the Scheduled Foreign Banks in India:

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Mobile Banking Product leadership and people

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A. Age distribution of the Respondents: