Chapter: 1 Global E-Banking Scenario:

The banking industry is expected to be a leading player in e-business. While the banks in developed countries are working primarily via Internet as non- branch banks, banks in the developing countries use the Internet an information delivery tool improve relationship with customers. In early 2006, approximately 75 percent of e-business in the UK was concentrate in the financial services sector and with the expected 10- fold increase of the British e-business market by 2008, the share of the financial services will further increase. Around one fifth of Finish and Swedish bank customers are banking online, while in the US. according to UNCTAD online banking is growing at an annual rate of 60 percent and the numbers of online accounts are expected to reach 30 million 2012. Banks have established an Internet presence with various objectives. Most of them are using the Internet as a new distribution channel. Financial services, with the use of Internet, may be offered in an equivalent quantity with lower costs to the more potential customers. There may be contacts from each corner of the world at any time of day or night. This means that banks may enlarge their market without opening new branches. The banks in the US are using web to reach opportunities in three different categories: to market information, to deliver banking products and services, and to improve customer relationship. In Asia, the major factor restricting growth of e-banking security, in spite of several countries being well connected via Internet. Access to high- quality e-banking products is an issue as well. Majority of banks in Asia are just offering basic services compared with those of developed countries. Still, e-banking seems to have a future in Asia. According to McKinsey survey e-banking will succeed if the basic features, especially bill payment and handled well. Bill payment was the most popular feature, cited by 40 percent of respondent of the survey. However, providing this service would be difficult for banks in Asia because it requires a high level of security and involves arranging transactions with a variety of players. In India, approximately one percent of high and middle- income group banking customers conducted banking on the Internet in 2000 compared to 5 to 6 percent in Singapore and South Korea. In 2001. a Reserve Bank of India survey revealed that more than 20 major banks were either offering e-banking services at various levels or planned to do so in the 1|Page

near future. Some of the private banks included ICICI Bank, HDFC Bank, AXIS Bank, IDBI Bank, Citibank, and Bank of Punjab. In the same year, out of an estimated 0.9 million Internet user base, approximately 17 percent were reported to be banking on the Internet. The above statistics reveal that India does have a high growth potential for e-banking. The banks have already started focusing on increasing and improving their e-banking services. As a part of this, the banks have begun to collaborate with various utility companies to enable customers to perform various functions online. In 2001, over 50 percent of the banks in the US were offering e-banking services. However, large banks appeared to have a clear advantage over small banks in the range of services they offered. Some banks in the US were targeting their Internet strategies towards business customers. Apart from affecting the way customers received banking services; e-banking was expected to influence the banking industry structure. The economics of e-banking was expected to favour large banks because of economics of scale and scope, and the ability to advertise heavily. Moreover, e-banking offered entry and expansion opportunities that small banks traditionally lacked. In Europe, the Internet is accelerating the reconfiguration of the banking industry into three separate businesses: production, distribution, and advice. The reconfiguration is being further driven by the Internet, due to the combined impact of: The emergence of new, more focused business models. New technological capabilities that reduces banking relationship and transaction costs. High degree of uncertainty over the impact that new entrants will have on current business models.

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1.1 Introduction of Bank:

A bank has been described as an institution engaged in accepting deposits and granting loans. It is the institution which deals in money and credit. It can also be described as an institution which borrows idle resources, makes fund available to those who need it and helps in cheap remittance of money from one place to another. In the modern time term bank is used in wider term. Now it does not refer only to particular place of lending and depositing money but it also acts as an agent which looks after the various financial problems of its customers.

1.2 History of Bank:

Banking in India originated in the last decades of the 18th century. The first banks were The General Bank of India, which started in 1786, and Bank of Hindustan, which started in 1790; both are now defunct. The oldest bank in existence in India is the State Bank of India, which originated in the Bank of Calcutta in June 1806, which almost immediately became the Bank of Bengal. This was one of the three presidency banks, the other two being the Bank of Bombay and the Bank of Madras, all three of which were established under charters from the British East India Company. For many years the Presidency banks acted as quasi-central banks, as did their successors. The three banks merged in 1921 to form the Imperial Bank of India, which, upon India's independence, became the India. The second half of 19th century saw establishment of Bank of Baroda, Allahabad bank, and Punjab National Bank. These banks were set up by merchants and traders to combined trading with banking. These led to the series if failures of banks. The Dena bank is started in 1938. The strengthening of banking system took place after the establishment of Reserve Bank of India, 1939 as is empowers to regulate the banking money, inspection of mergers and acquisition in terms of Banking Companies Act 1949 which later came to be known as Banking Regulation Act 1949.

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1.3 Internet Banking:

Internet Banking lets you handle many banking transactions via your personal computer. For instance, you may use your computer to view your account balance, request transfers between accounts, and pay bills electronically. Internet banking system and method in which a personal computer is connected by a network service provider directly to a host computer system of a bank such that customer service requests can be processed automatically without need for intervention by customer service representatives. The system is capable of distinguishing between those customer service requests which are capable of automated fulfilment and those requests which require handling by a customer service representative. The system is integrated with the host computer system of the bank so that the remote banking customer can access other automated services of the bank. The method of the invention includes the steps of inputting a customer banking request from among a menu of banking requests at a remote personnel computer; transmitting the banking requests to a host computer over a network; receiving the request at the host computer; identifying the type of customer banking request received; automatic logging of the service request, comparing the received request to a stored table of request types, each of the request types having an attribute to indicate whether the request type is capable of being fulfilled by a customer service representative or by an automated system; and, depending upon the attribute, directing the request either to a queue for handling by a customer service representative or to a queue for processing by an automated system.

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1.4 E-Banking Meaning:

Internet banking refers to systems that enable bank customers to access accounts and general information on bank products and services through a personal computer (PC) or other intelligent device. Electronic banking, also known as electronic funds transfer (EFT), is simply the use of electronic means to transfer funds directly from one account to another, rather than by Cheque or cash. You can use electronic funds transfer to: Have your pay cheque deposited directly into your bank or credit union checking account. Withdraw money from your checking account from an ATM machine with a personal identification number (PIN), at your convenience, day or night. Instruct your bank or credit union to automatically pay certain monthly bills from your account, such as your auto loan or your mortgage payment. Have the bank or credit union transfer funds each month from your checking account to your mutual fund account. Have your government social security benefits check or your tax refund deposited directly into your checking account. Buy groceries, gasoline and other purchases at the point-of sale, using a check card rather than cash, credit or a personal check.

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 Use a smart card with a prepaid amount of money embedded in it for use instead of cash at a pay phone, expressway road toll, or on college campuses at the library's photocopy machine or bookstores. Use your computer and personal finance software to coordinate your total personal financial management process, integrating data and activities related to your income, spending, saving, investing, recordkeeping, bill-paying and taxes, along with basic financial analysis and decision making.

Indian E-banking Scenario

As per the international report the banking transactions on a brick and mortar banking costs around $ 1.1, while through ATM it costs around $0.27 and just 1 percent of over the counter banking in case of Internet banking. Statistics such as these have woken the Indian Banking Industry. Thus, the Indian banking systems is seeing fabulous change in the quality of service provided by them. Technology is the root of this change, which is implemented by the banks to win more business from customers. Almost all the private sector banks are moving towards e-enabling their existing products, ICICI Bank and HDFC Bank have taken a lead in introducing e-banking in India. Internet banking starts from migrating existing products to the net. This started initially with simple functions such as getting information about interest rates, checking account balances and computing loan eligibility. Then the services were extended to online bill payment, transfer of funds between accounts and cash management services for corporate. Recently, banks started setting up payment gateways for B2B and B2C transactions. This is to facilitate payment for e-commerce transactions by directly debiting bank accounts or through credit cards. Banks can earn a commission based income, on the transactions or sale

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value resulting in higher other income. This could be more than the revenues they can generate from credit card transactions. Private sector banks have leveraged the Internet effectively in taking away the customers from public sector banks and significantly increased their revenue potential. Internet banking is just one manifestation of these banks technological capabilities. They have a complete automation, an electronic customer database, real time transaction processing capabilities and the latest technology platforms. Management of these banks is very focused in using technology as a key competitive tool. The capability of the management is also visible in terms of their profitability. Among the private sector banks have excellent returns on equity compared to their peers in the industry. These banks commenced operations few years and have negligible excess in terms of branches and employees. Therefore unlike most other banks around the world, e-banking is not an added cost for them. In fact it is expected to contribute significantly to their revenues and profits in years to come. The distribution of banking business in India is highly skewed both geographically and in terms of customer segment. Geographically the top 100 contry account for around 70 percent of the loans disbursed, key focus on the asset side is the corporate sector. This segment accounts for a high share of profits of banks and is likely to be an early adapter to the Internet. On the liability side internet banking is expected to boost customer acquisition and profitability significantly in the top corporate segment and in the urban high/middle income retail segments. Those banks which have already started e-banking will have to continuously update their services to retain the potential customers since any customers is just a click away from a competitor elsewhere. Also, one cannot afford to depend only on Internet banking; brick and mortar will continue to play an important role. Which are yet to begin are ignoring the potential customers by remaining away from the latest technology.

1.5 Features of E-Banking:

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 Checking with no monthly charges, free bill payment and rebates on ATM surcharges. Credit cards with low rates. Easy online application for all accounts, including personal loans and mortgage loan. 24 hour account access. It provides Quality customer service with personal security. It provides the quick services to their customers. Enables transfer of funds from one place to another (banks). Enable foreign exchange operation. Inter-bank applications like settlement of funds between other banks. Provides facility likes Mobaile Banking, ATM, Online banking. Transfer of funds between accounts. It brings efficiency in CRM (Customer relationship Management). Make Payment of bills. Introduce new & innovative product &service. View balance and statements. Bring door to door services. Create, view and maintain Standing Orders.

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1.6 Benefits of E-Banking:

For Banks:
Price:
In the long run a bank can save on money by not paying for tellers or for managing branches. Plus, it's cheaper to make transactions over the Internet.

Customer Base:
The Internet allows banks to reach a whole new market- and a well off one too because there are no geographic boundaries with the Internet. The Internet also provides a level playing field for small banks who want to add to their customer base.

Efficiency:
Banks can become more efficient than they already are by providing Internet access for their customers and the Internet provides the bank with an almost paper less system.

Customer Service and Satisfaction:

Banking on the Internet not only allows the customer to have a full range of services available to them but it also allows them some services not offered at any of the branches. The person does not have to goes to a branch where that service may or may not be offer. A person can print of information, forms & applications via the Internet and be able to search for information efficiently instead of waiting in line and asking a teller With more better and faster options a bank will surely be able to create better customer relations and satisfaction.

Image:
A bank seems more state of the art to a customer if they offer Internet access. A person may not want to use Internet banking but having the service available gives a person the feeling that their bank is on the cutting image. 9|Page

For Customers:
Bill Pay:
Bill Pay is a service offered through Internet banking that allows the customer to set up bill payments to anyone. Customer can select the person or company whom he wants to Bill Pay and make a paymentwill withdraw the money from his account and send the paper check on an electronic payment.

Other Important Facilities:

E- Banking gives customer the control over nearly every aspect of managing his bank accounts. Besides the Customers can, Buy and Sell Securities, Check Stock Market Information, Check Currency Rates, Check Balances, See which checks are cleared snd Transfer Money, View Transaction History and avoid going to an actual bank. The best benefit is that Internet banking is not any charge. At many banks the customer doesn't have to maintain a required minimum balance. The second big benefit is better interest rates for the customer.

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1.7 Advantages of Online Banking:

Convenience: Unlike your corner bank, online banking sites never close; they're available 24 hours and seven days a week and they're only a mouse click away. Ubiquity: If you're out of state or even out of the country when a money problem arises, you can log on instantly to your online bank and take care of business, 24/7 day. Transaction speed: Online bank sites generally execute and confirm transactions at or quicker than ATM processing speeds. Efficiency: You can access and manage all of your bank accounts, including IRAs, CDs, even securities, from one secure site. Effectiveness: Many online banking sites now offer sophisticated tools, including account aggregation, stock quotes, rate alerts and portfolio managing programs to help you manage all of your assets more effectively. Most are also compatible with money managing programs such as Quicken and Microsoft Money. Time saving: Lot of precious time saved because of online banking, as transaction is carried out in seconds. Since every things computerized, we save all the paper work and save the trouble of maintaining physically records. There is nothing manual hence the records are perfect and accurate. Banks also provide balance alerts if your balance reduces. There are no extra charges for use of internet banking. The customer can be offered more services through internet banking. The internet banking cost less.

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 With the ability to view your account at any time, it is easier to catch fraudulent activity in your account before much damage is done.

1.8 Disadvantages of Online Banking:

Start-up may take time: In order to register for your bank's online program, you will probably have to provide ID and sign a form at a bank branch. If, you and your spouse wish to view and manage your assets together online one of you may have to sign a durable power of attorney before the bank will display all of your holdings together. Learning curve: Banking sites can be difficult to navigate at first. Plan to invest some time and/or read the tutorials in order to become comfortable in your virtual lobby. Bank site changes: Even the largest banks periodically upgrade their online programs, adding new features in unfamiliar places. In some cases, you may have to re-enter account information. The trust thing: For many people, the biggest hurdle to online banking is learning to trust it. Did my transaction go through? Did I push the transfer button once or twice? Best bet: always print the transaction receipt and keep it with your bank records until it shows up on your personal site and/or your bank statement. Security: Security is by far the biggest concern surrounding internet banks, with consumer worrying that hackers will get into their account and spend their money. Accessibility: You might find it difficult to get on to the internet at certain times of day weekday evenings are more popular. 12 | P a g e

 Consumer groups have asked the bank to provide a guarantee, similar to direct debit guarantee, promising to return any funds straight away and investigate afterwards. So far banks have refused, raising suspicions that they dont trust their own security systems. The speed with which you access your account will also depend on the amount of memory your computer has or the speed of modem. Banks may need to shut down its website from time to time for maintenance. You will also need to have relevant operating system for the use of e banking. However, banks may update the browser they use time to time, which means you will have to update as well if you wont to access your account.

1.9 Different Forms of E Banking:

1.9.1 NET BANKING:
Net banking refers to an application of the Internet that allows customers to can dial into bank networks or their websites and using their own telephones,computers and to get a host of banking services directly on their home or office PCs ans Leptops. Net banking offers you armchair convenience and access to your account information from anywhere in the world at any time of the day or night. That means, as long as you have a computer, a modem, a phone line and an Internet account, you don't need to worry about bank holidays or taking time out to go to the bank or standing in long queues for a simple transaction. You can access most of the bank's services from the comfort of your home and office. Features:

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 Balance Inquiry. Statement Request. Bill Payment. Cheque Book Request. Fixed Deposit Inquiry. Fund Transfer. Customer support. Online Purchase. Request a Demand Draft.

1.9.2 AUTOMATED TELLER MACHINES (ATM):

An unattended electronic machine in a public place, connected to a data system and related equipment and activated by a bank customer to obtain cash withdrawals and other 14 | P a g e

banking services. Also called automatic teller machine, cash machine; also called money machine. An automated teller machine or automatic teller machine (ATM) is an electronic computerized telecommunications device that allows a financial institution's customers to directly use a secure method of communication to access their bank accounts, order or make cash withdrawals (or cash advances using a credit card) and check their account balances without the need for a human bank teller (or cashier in the UK). Many ATMs also allow people to deposit cash or cheques, transfer money between their bank accounts, top up their mobile phones' pre-paid accounts or even buy postage stamps. On most modern ATMs, the customer identifies him or herself by inserting a plastic card with a magnetic stripe or a plastic smartcard with a chip that contains his or her account number. The customer then verifies their identity by entering a passcode, often referred to as a PIN (Personal Identification Number) of four or more digits. Upon successful entry of the PIN, the customer may perform a transaction. If the number is entered incorrectly several times in a row (usually three attempts per card insertion), some ATMs will attempt retain the card as a security precaution to prevent an unauthorized user from discovering the PIN by guesswork. Captured cards are often destroyed if the ATM owner is not the card issuing bank, as noncustomer's identities cannot be reliably confirmed. The Indian market today has approximately more than 19,500 ATMs.

1.9.3 TELE BANKING:

Undertaking a host of banking related services including financial transactions from the convenience of customers chosen place anywhere across the GLOBE and any time of 15 | P a g e

date and night has now been made possible by introducing on-line Tele.banking services. By dealing the given Tele.banking number through a landline or a mobile from anywhere, the customer can access his account and by following the user-friendly menu, entire banking can be done through Interactive Voice Response (IVR) system. With sufficient numbers of hunting lines made available, customer call will hardly fail. The system is bi-lingual and has following facilities offered. Features: Automatic balance voice out for the default account. Balance inquiry and transaction inquiry of all term deposit accounts. Statement of accounts by Fax, e-mail or ordinary mail. Cheque book request. Stop payment which is on-line and instantaneous. Transfer of funds with CBS which is automatic and instantaneous. Utility Bill Payment. Renewal of term deposit which is automatic and instantaneous.

1.9.4 DEBIT CARD:

A debit card (also known as a bank card or check card) is a plastic card that provides the cardholder electronic access to his or her bank account(s) at a financial institution. Some cards have a stored value with which a payment is made, while most relay a message to the cardholder's bank to withdraw funds from a designated account in favor of the payee's designated bank account. The card can be used as an alternative payment method to cash when making purchases. In some cases, the cards are designed exclusively for use on the Internet, and so there is no physical card.

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In many countries the use of debit cards has become so widespread that their volume of use has overtaken or entirely replaced the check and, in some instances, cash transactions. Like credit cards, debit cards are used widely for telephone and Internet purchases. However, unlike credit cards, the funds paid using a debit card are transferred immediately from the bearer's bank account, instead of having the bearer pay back the money at a later date. Debit cards usually also allow for instant withdrawal of cash, acting as the ATM card for withdrawing cash and as a check guarantee card. Merchants may also offer cash back facilities to customers, where a customer can withdraw cash along with their purchase.

1.9.5 CREDIT CARD:

A credit card is a small plastic card issued to users as a system of payment. It allows its holder to buy goods and services based on the holder's promise to pay for these goods and services. The issuer of the card creates a revolving account and grants a line of credit to the consumer (or the user) from which the user can borrow money for payment to a merchant or as a cash advance to the user. A credit card is different from a charge card a charge card requires the balance to be paid in full each month. In contrast, credit cards allow the consumers a continuing balance of debt, subject to interest being charged. A credit card also differs from a cash card, which can be used like currency by the owner of the card. Most of credit cards are issued by banks. Features:
Cash Withdrawal Balance Inquiry Mini Statement Purchase Cheque Book Request

Bill Payment
Product Information

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 Statement Request

1.9.6 E-CHEQUE:
An e-Cheque is the electronic version or representation of paper Cheque. The Information and Legal Framework on the E-Cheque is the same as that of the paper cheques. It can now be used in place of paper cheques to do any and all remote transactions. An E-Cheque work the same way a Cheque, the Cheque writer "writes" the e-Cheque using one of many types of electronic devices and "gives" the e-Cheque to the payee electronically. The payee "deposits" the Electronic Cheque receives credit and the payee's bank "clears" the e-Cheque to the paying bank. The paying bank validates the e-Cheque and then "charges" the check writer's account for the check.

1.9.7 MOBILE BANKING:

Electronic banking is one of the most success full and popular business to consumer applications in electronic commerce (EC). Banks greatly support this not only because they could meet their customers need for convenience but also because of the enormous economic impacts in replacing a high-cost channel (bank clerks) through a low-cost channel (a central web server) for simple transactions with the additional benefit of eliminating the necessity for a media conversion. Since users considered their mobile phone as a personal trusted device making it to an integral part of their lives and more and more of these devices became Internet- enabled, the regular conclusion was the transformation of banking applications to mobile devices as the next step of electronic banking development. For mobile banking, the advantages even go much further than for electronic banking. The high penetration of mobile phones reaches all social levels mobile applications disband the 18 | P a g e

limitations of electronic banking as they allow for a use anytime-anywhere and the subjective and objective security of the device is higher than that of a personal computer. Despite all of this, more than four years after the start of the first mobile banking applications customers simply do not use them and utilization figures stay very far behind all expectations. Mobile banking as an established channel still seems to be a distant prospect. The reasons for this great disappointment are to be analyzed. Doing so in the following sections, we do not intend to start with current applications (which could mean biased) but from scratch, with an analysis of the customer requirements to such applications.

Customer requirements for Mobile banking applications:

Technical requirements: Usage is possible with both kinds of devices. Adaptation to device. Usage regardless of network operator. Small amount of transmitted data.

Usability requirements: Possibility to work offline. Simple data input method. Resumption of usage at the same point. One-Click-Request.

Design requirements: Possibility to personalize the application. 19 | P a g e

 Possibility to scale the application. Announcement of events. Wide range of functionality.

Security requirements: Encrypted data transmission. Authorization of access. Simple Authorization.

CHAPTER: 2 LITRETURE REVIEW

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Authors

Setting(s )/ Country

Study samples

Instruments

Analysis

Key findings

Proenca Portugal & Rodrigue s (2007)

Users and non- Questionnaire users used scales Of self-service technologies (ssts) in banking services.

Hypothes The results show that es testing Portuguese users of SST banking services are likely to be young to Middleaged individuals, with medium to high levels of education.

Tao Zhou (2011)

China

Users of the Questionnaire & mobile banking Structural equation modeling (SEM) technology

Factor Correlati on coefficie nts & confirmat ory factor analysis (CFA)

The results indicate that structural assurance and information quality are The main factors affecting initial trust, whereas information quality and system quality Significantly affect perceived usefulness.

Moham mad Ahmad AlHawari (2010)

United Arab Emirates

Convenience sample of people who had already used different automated banking services. People using different e banking services in the southern part

Measuring five factors (dimensions) of Automated service quality

Ayo & Nigeria C.K (2010)

Confirma tory factor analysis (CFA) & Hypothes es testing Survey research Hypothes strategy through es five point likert testing, scale Reliabilit y & Correlati on analysis

Most of the automated factors have no direct relationship with customer commitment, But an indirect one through customer trust and delight. Perceived ease of use and perceived usefulness are not Only antecedent to ebanking acceptance, they are also Factors to retain customers to the use of ebanking System such as organizational reputation, perceived risk And trust. Technology usage easiness And reliability and technology convenience are affecting customer loyalty Significantly and positively From the respondents 100% were using ATMs, 68.2% were using internet banking services, 32.9% were using Tele-banking services and 27.1% were using mobile banking 21 | P a g e services. The result shows that on Average most customers prefer banking through

Ganguli India & Roy (2010)

Under graduate Online student of a Questionnaire university of the USA

Joshua India & Koshy (2011)

Confirma tory factor analysis (CFA) & Hypothes es testing Customers of Survey research Hypothes Some of the using a self- es testing leading banks in completion India who are Questionnaire residing in the selected metros. Rural customers Convenience STATIS using Banking sampling method TICA, services using five likert Microsof

Masocha South , Chiliya Africa &

CHAPTER: 3 OBJECTIVES OF THE STUDY

When any research is conducted it has some primary objective, that helps to solve the main problem where as a secondary objective helps to solve peripheral problems. The primary and secondary objectives of this research are:

Primary Objective: The primary objective of carrying out this research is To study and analyze the perception of bank customers regarding e-banking services of Indian Private Banks and to find out the effectiveness of E-Banking channels.

Secondary Objective:

To find out most effective E-Banking channel. To find out which services are used most frequently. To find out if any customers are facing any common difficulty in using any of the E-Banking channel. To suggest some remedial measures to improve e-banking services.

BENEFITS OF STUDY 22 | P a g e

The study carried out under the title of To study and analyze the perception of bank customers regarding e-banking services of Indian Private Banks and to find out the effectiveness of E-Banking channels will give benefits as under:

Bank will be able to know what are the problems faced by customers while using a particular e-channels.

The study will be helpful to Banks to implement some suggestions given by the customers to make them aware about e-channels.

CHAPTER: 4 RESEARCH METHODOLOGY

RESEARCH DESIGN

For this research Descriptive has been used. To get the answers of what, when, how, how many, the study is to be carried out which is descriptive in nature. Here, we have to find out the customer perception of E-banking services of Indian Private Banks. This Research is related to descriptive type because the customers perception, knowledge, about services can be judge through this type of research. SAMPLE DESIGN

Sampling design requires taking decisions related to target population, sampling frame, sample size and sampling method. These are described below: TARGET POPULATION

The sampling frame is closely related to the population so that used convenience sampling frame. Only those customers are included on my research study that who having a bank account and using E- Banking services. SAMPLING FRAME

The sampling frame is closely related to the population. It is the list of elements form that the sample is actually drawn. In my case sampling frame will be private banks customers like, HDFC Bank, ICICI Bank and other bank customers. 23 | P a g e

SAMPLE SIZE

Sample size is number of elements to be studied out of sampling frame. In our research sample size is 150

DATA COLLECTION TOOLS

Once the research design and sample design has been decided the next stage is that of selecting source of a data. Essentially, there are two type of source of data i.e. primary data and secondary data. For our research the best-suited method is primary data collection. Primary data collection:

The primary data are those data that are collected for the first time, and thus happen to be original in character. To know investors attitude requires meeting them and asking questions. And so, the best suitable instrument for data collection is questionnaire. The main source of data for this research is questionnaire. Secondary data collection:

The secondary data collected from the various Internet websites and book of banking industry.

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CHAPTER 5: DATA ANALYSIS & INTERPRETATION

Respondents Profile Based on Demographic Variables

(1)

Analysis of Gender:-

Category Male Female

Total 113 37

Analysis:-

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The graph shows information about the category of male and female of the 150 respondents. There is 75%respondents who are male, while 25% respondents are female included in these Data. Interpretation:Majority of our respondents are male.

(2)Analysis of age:-

Age Below 25 26-35 36-55 Above 55

Total 58 52 22 18

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Analysis:The graph shows information about the age of the 150 respondents. There is a 38% customer whose age is in a range of below 25 and 35% customers whose age is in a range of 26-35. While 15% customers fall in range of 36-55 and only 12% customers belonged to above 55 age group. Interpretation:Majority of my respondents represent youth whose age range from below 25 years.

(3)

Analysis of occupation:-

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Category Service Business Student Housewife Worker

Total 52 39 47 9 3

Analysis:The graph shows information about the occupation of the 150 respondents. There is 31%respondents who are students, 26% respondents are businessmen. While 35% are doing job in company, 2% respondents are worker. There is 6% housewife also included in these Data. Interpretation:Majority of my respondents are educated (such as students) as well as well salted people (business men) who have their own business as well as doing job in company (service).

(4)

Analysis of income:28 | P a g e

Category 10000-100000 100001-300000 300001-500000 Above 500001 Nil

Total 32 56 25 09 28

Analysis:The graph shows information about the income level of the 150 respondents. There are 18% respondents whose income is zero. 21% respondents whose income is between 10000 -100000. While 38% respondents income is between100001 - 300000 .while only 17% respondents income is between 300001-500000 and only 6% respondents income is above 500001. Interpretation:Majority of my respondents are students, businessmen, and serviced people. Because of being students, in which majority students have income is zero so some students fall in nil categories. While because of being some businessmen and people with job in company fall in 100001 to 300000.on the other hand people whose income is above 500000 is only 6% who are big businessmen.

(5)

Analysis of Accounts in bank:-

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Types Saving Current Other

Total 90 34 26

Analysis:The graph shows information about the types of bank account of the 150 respondents. There is 61% respondents have a saving a/c,22% respondents have a current a/c while 17% respondents have a other a/c such as salary a/c.

Interpretation:Majority of my respondents have a saving a/c and current a/c in bank which use in their banking transition.

DATA ANALYSIS

(1)

People who have a bank a/c.

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Responses Yes No

Total 150 0

Analysis:The graph shows information about the bank account of the 150 respondents. There is 100% respondents have a Banking a/c. Interpretation:All of respondents have a Bank Account. Because todays, in 21 st century banking industry is growing at lightning speed. So most of people use a banking service for the purpose of various transactions with bank.

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(2)

People using E-banking Service.

Responses Yes No

Total 150 0

Analysis:The graph shows information about 150 respondents who is using e-banking service. There are 100% respondents using e- Banking service. Interpretation:All of respondents are using e-banking channel because in present scenario time is very important factor so the purpose the saving of the time people most prefer e-banking service for the transaction of banking and also bank provide free e-banking service. And also very simple process to start e-banking service such as ATM card. 32 | P a g e

(3)

Awareness of the respondent about different e-banking service.

Services Tele-banking Net Banking Mobile Banking Debit/Credit Card Total 101 104 120 150

Analysis:The graph shows information about the awareness of the resonance about different ebanking services by providing banking sector. In which 101 resonance are aware of the tele.banking, 104 aware of the net banking, 120 aware of the mobile banking and all most respondance are aware about debit/credit card. Interpretation:33 | P a g e

Most of the Respondance is aware about all the e-banking service but people have more awareness of the debit/ credit card as comper to other e-banking service.

(4)

Customer using various e-banking channels.

Services Tele.banking Net Banking Mobile Banking Debit/Credit Card Total 58 50 78 150

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Analysis:The graph shows information about the customers who using various e-banking channel from banking sector in which, 58 respondance using tele-banking, 50 using Net banking ,78 using mobile banking and most of the people using Debit/Credit card for the banking transaction. Interpretation:Respondance are using different e-banking channel but people are most convenient for the using debit/credit card services. Because debit/credit card services easily available at anywhere and also low time consuming as well as lost cost. So people use this service as compare to other e-banking service.

(5)

Customer use tele-banking for different purpose.

Services Balance Inquiry Statement request Loss Cheque Book Stop cheque Payment Product information Bill payment Total 57 25 33 49 25 16

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Analysis:The graph shows information about the customers who using tale. Banking service for various purposes. Out of 101 respondance who are aware to the tele.banking, only 58 using tele.banking for the various purpose in which 57 respondance use tale. Banking for balance inquiry, 25 use for statement request, 33 use for the loss cheque book, 49 use for the stop cheque payment, 25 use for the product information and 16 use for the bill payment. Interpretation:Tele banking is one of the most important e banking channel which is useful for different purposes, but customers prefer e banking channel for stop check payment and balance enquiry mostly.

(6)

Customer use debit/credit card for different purpose.

Services Cash withdrawal Balance enquiry Check book request Purchase Mini statement Bill payment Total 150 120 0 98 40 54

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Analysis:The graph shows information about the customers who using debits credit card service for various purposes. Out of 150 respondance who are aware to the debit credit card services, all people using debit credit card service for the various purpose in which 150 respondance use debit credit card service for Cash withdrawal, 120 use for balance inquiry, 98 use for purchase of goods and services, 40 use for the Mini statement,and 54 people use debit credit card services for Bill payment.

Interpretation:Debit/credit card services is one of the most important e banking channel which is useful for different purposes, but customers prefer this e banking channel for Cash withdrawal, Balance enquiry, purchase, and Bill payment mostly. 37 | P a g e

(7) Customer use net banking for different purpose.

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Services Balance inquiry Statement request Check book request Online purchase Bill payment FD Inquiry Funds Transfer

Total 150 150 14 59 107 14 47

Analysis:39 | P a g e

The graph shows information about the customers who using Net banking service for various purposes. Out of 104 respondance who are aware to the Net banking services, only 108 people using Net banking service for the various purpose in which 150 respondance use Net banking service Balance enquiry, 150 use for Statement request, 14 use for Check book request 59 use for the Online purchase, and 107 people use for Bill payment, 14 use for FD Inquiry, and 47 people use net banking for Funds Transfer.

Interpretation:Now days Net banking services is one of the most useful service for the customers. Generally customers use net banking for balance inquiry, statement request. Also net banking is the important tools for online purchase in present scenario as well as for bill payments

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(8) Most preferable e- banking channel.

Services Tele.banking Net Banking Mobile Banking Debit/Credit Card Total 5 30 40 75

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Analysis:The graph shows information about the most preferable channel as per the view point of customers. in which 50%customers prefer debit credit card as a most convenient channel further 20% customer prefer Net banking as useful channel for the banking transaction and 27% customer prefer mobile banking and only 3% customer prefer tele-banking. Interpretation:Majority customer like use of debit/credit card as compare to other services also net banking is good service for view point of some customer.

(9) Banking transaction place.

Place Bank premises E-banking

Total 98 52

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Analysis:The graph shows information about the transaction place of the customer for daily transaction. Out of 150 respondance 98 prefer to make a transaction in Bank and other 52 respondance to make transaction through e- banking services. Interpretation:Banks provide good and accurate service and also give a proper guide line for the various transactions so all most people prefer to make a transaction with bank but also some prefer e-banking service.

(10) Difficulty faces in e-banking channel.

Difficulty Technical Time consuming None Total 80 31 39

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Analysis:The graph shows information about the customer face difficulty in doing banking transaction through e-banking channel. 53% respondance face the problem of Technical , 21% respondance face the problem with time consuming While remaining 26% respondance have not face any problem in use of e-banking Service. Interpretation:E-banking channel is based on technology so some technical problem is accrued while they using of this service so customer face this problem mostly as compare to other problem.

(11) Hidden charge for using e-banking.

Respondance Yes no Total 114 36

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Analysis:The graph shows information about the customer face some hidden cost while using of e-banking service for transaction. As per the view point of the customer out of 150 respondance 114 says that there is hidden charge for using e-banking Service While out of 150 respondance 36 respondance disagree with this statement. Interpretation:Generally people believe that e-banking service have some hidden charges for using e-services. Like use of other banks ATM.

(12)

E-Banking is Risky.

Respondance Yes no

Total 107 43

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Analysis:The graph shows information about the customers view point of riskiness of ebanking service.71% respondance says that use of e-banking channel is very risky while 29% respondance says that it is not risky.

Interpretation:There is many risk is related use of e-banking channel. So base on this problem some customers are not using this service.

(13) Easy available E-banking anywhere.

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Respondance Yes No

Total 110 40

Analysis:The graph shows information about the availability of e-banking service. 110 respondance says that e-banking channel is easily available from anywhere while 40 respondance disagree with this statement.

Interpretation:E-banking channel require some technical tools such as computer, high speed internet etc. so this facility is easily available at anywhere.

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(14) Higher charge for using E-banking.

Services Credit Card Mobile Banking Debit Card Tele.banking Net Banking

Total 122 4 3 11 19

Analysis:The graph shows information about the higher charges for using different channel of e-banking service. As per the respondance, out of 150 respondance 122 respondance says

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that credit card is very costly service of e-banking channel and mobile banking, debit card, tele.banking or net banking are less charges to comper with credit card. Interpretation:As per the banking criteria the interest rate is very high to use of the credit card. So customers believe that credit card is very costly to use.

(15) Use of E-Banking channel Easy.

Services Strong Disagree Disagree Neutral Agree Strong Agree

Total 34 67 19 16 14

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Analysis:The graph shows information about the use of e-banking service is easy to use. As per the respondance, in which 67% respondance says that use of e-banking channel is not easy and 20% respondance says that use of e-banking channel is easy. Interpretation:Use of e-banking channel requires a lot of knowledge such as a technical knowledge so everyone can not use this service. so use of this service is not easy& simple.

(16) Net banking s page show information efficiently.

Services Strong Disagree Disagree Neutral Agree Strong Agree Total 25 61 14 33 17

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Analysis:The graph shows information about the quality of the page of net banking service. As per the respondance, in which 58% respondance says that page of net banking does not show efficient information while 33% respondance says that the page give the efficient information. Interpretation:Generally net banking is use for the various purpose so in page of net banking there is so many option is available in only on one page so customer is very confuse to use it.

(17) Net banking page is well prepare & organized.

Services Strong Disagree Disagree Neutral Agree Strong Agree Total 25 62 13 33 17

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Analysis:The graph shows information about the quality of the page of net banking service. As per the respondance, in which 58% respondance says that page of net banking does not show efficient information while 33% respondance says that the page give the efficient information. Interpretation:Generally net banking is use for the various purposes but customer face the many problems through the page of net banking so net banking page must be well prepaid by the organizations.

(18) Bank information secures & protected this site.

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Services Strong Disagree Disagree Neutral Agree Strong Agree

Total 45 34 33 38 0

Analysis:The graph shows information about the transaction information is secure & protected by the website. As per the respondance, in which 79 respondance says that information does not secured & protected by websites while 38 respondance says that the information secured & protected by websites and 33 respondance says is neutral for this information. 53 | P a g e

Interpretation:E-banking service is based on technical tools which operate through the internet so there is always some risk of hack password or other information data through hacker or other person. So customers believe use of this site is not secured & protected.

(19) Web site shows various phone numbers for different service.

Services Strong Disagree Disagree Neutral Agree Strong Agree

Total 41 40 26 37 6

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Analysis:The graph shows information about the various phone numbers available for different services. As per the respondance, in which 81 respondance says that phone number is not available for different services while 43 respondance says that phone number is available for different services. Interpretation:As per the view point of the customer 54% respondance says that websites not provide the various phone numbers for different services.

(20) Transaction allows conducted quickly.

Services Strong Disagree Disagree Neutral Agree Strong Agree Total 4 4 51 77 14

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Analysis:The graph shows information about the speed of the transaction by e-banking services. As per the respondance, in which 8 respondance says that transaction to be not conducted quickly while 142 respondance says that transaction to be conducted quickly. Interpretation:In e-banking transaction it is very speedy and quickly to use but because some problem occur transaction to be not conducted quickly.

(21) If transaction is not process then information is given.

Services Strong Disagree Disagree Neutral Agree Strong Agree Total 0 59 58 28 5

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Analysis:The graph shows information about the respond of E-Banking services when transaction is not done properly .out of 150 respondents 59 respondance says that E Banking services is not provide any information while some major problem is create, while on the other hand only 33 respondents say that system give good responds while some problem occur. Interpretation:E-banking services is base on machine work, so if any problems occur then it cannot guide properly or cannot give proper instruction as compare to employee of bank. So this problem is face by customers while using of E Banking services

CHAPTER: 6 FINDINGS

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We can see that now days banking industry is booming as a lighting speed and most of people use banking services so majority people have bank a/c in bank.

From this research it has been found that Most of the Respondents are aware about all the e-banking service but people have more awareness of the debit/ credit card as compeer to other e-banking service.

Respondents are using different e-banking channel but people are most convenient for the using debit/credit card services

Customers prefer Tele banking channel for stop check payment and balance enquiry mostly.

Customers use Debit/credit card services for Cash withdrawal, Balance enquiry, purchase, and Bill payment mostly.

Generally customers use net banking for balance inquiry, statement request. Also net banking is the important tools for online purchase in present scenario as well as for bill payments.

Majority customer like use of debit/credit card as compare to other services.

Banks provide good and accurate service and also give a proper guide line for the various transaction so all most people prefer to make a transaction with bank

Customer face Technical problem mostly as compare to other problem in use of E Banking channel

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Generally people believe that e-banking service have some hidden charges for using e-services. Like use of other banks ATM

Use of E-banking channel is very risky

E-banking channel require some technical tools such as computer, high speed internet etc. So this facility is not easily available at anywhere.

Among all e-banking channel customers believe that credit card is very costly eservice.

Use of E-banking channel is easy& simple.

Customer believes that use of net banking site is not secured & protected.

Customer believes that making e-banking, transaction is very speedy and quickly to use.

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CHAPTER: 7 LIMITATIONS OF THE STUDY

As no human being is perfect, it is not possible for anyone to make the best or perfect report. Each person has some level of knowledge and is affected by some uncontrollable factors within which he/she has to work. So, it might possible that there can be some limitations in this report that may be due to my knowledge level or some other factors. According to me following limitations can be prevailing in my report: Respondents might have felt hesitation in providing information related to their age; so, there can be some data that might questionable because of unwillingness of respondents to give right information. Sample selected may not represent whole population, as sample size selected is very small in proportion to population due to time and cost constraints.

Time Constraints. The scope of this research is limited to only one city.

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CHAPTER: 8 SUGGESTION & CONCLUSION

SUGGESTION:
On the basis of the findings of the study, this study offers some suggestions to make ebanking services more effective, which will further accelerate the process of transformation in banks.

The banks should make the ATMs and other e-channels accessible, convenient by increasing the number of ATMs.

The banks should disclose the full information regarding service charges, service tax, or any other charges , penalty, if any, etc., to the customers to win their confidence.

As e-banking is a new concept and many respondents are not aware of e-channels and their operating system, banks should provide appropriate information and demo to operate these channels and solve any problem regarding these channels on a priority basis.

Bank has to give all the necessary information regarding E-Banking services and motivate the customer to use more E-Banking Services.

Increase in the advertisement of E Banking service so customer knows more about that service and use it and get benefit of that service.

Giving reward to the customer who is more using E-Banking Services. Online feature specific help given to the customer who are using E-Banking Services. 61 | P a g e

Most of customers believe that use of E banking channel is risky, so bank should be provide information to them how they can use e banking channel in right manner.

CONCLUSION:

Todays, in 21st century banking industry is growing at lightning speed. So most of people use a banking service for the purpose of various transactions with bank. In present scenario time is very important factor so the purpose the saving of the time people most prefer e-banking service for the transaction of banking and also bank provide free ebanking service. And also very simple process to start e-banking service such as ATM card. Most of the Respondance is aware about all the e-banking service but people have more awareness of the debit/ credit card as compare to other e-banking service. Debit/credit card services easily available at anywhere and also low time consuming as well as lost cost. So people use this service as compare to other e-banking service. Generally customers use net banking for balance inquiry, statement request. Also net banking is the important tools for online purchase in present scenario as well as for bill payments. Majority customer like use of debit/credit card as compare to other services also net banking is good service for view point of some customer. All most people prefer to make a transaction with bank but also some prefer e-banking service because Banks provide good and accurate service and also give a proper guide line for the various transactions 62 | P a g e

E-banking channel is based on technology so some technical problem is accrued while they using of this service so customer face this problem mostly as compare to other problem. Generally people believe that e-banking service have some hidden charges for using eservices. Like use of other banks ATM. There is many risk is related use of e-banking channel. So base on this problem some customers are not using these services. As per the banking criteria the interest rate is very high to use of the credit card. So customer believes that credit card is very costly to use.

Use of e-banking channel requires a lot of knowledge such as a technical knowledge so everyone can not use this service. So use of this service is not easy& simple. E-banking service is based on technical tools which operate through the internet so there is always some risk of hack password or other information data through hacker or other person. So, customer believes use of this site is not secured & protected. In e-banking transaction it is very speedy and quickly to use.

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CHAPTER 9: APPENDIX Reference/ Bibliography

Reference:
Joshua, A.J. & Kshoy, M. P. (2011). Ussage pattern of electronic banking services by urban educated customers: Glimpses from India. Journal of Internet Banking and Commerce, 16 (1), e-journal.

Mermod, A.Y. (2011). Customers perspective and risk issue on e-banking in Turkey. Journal of Internet Banking and Commerce, 16(1), e-journal.

Ombati, T.O., Magutu, P.O., Nyamwange, S.O. & Nyaoga, R.B.(2010). Technology and Service Quality in the Banking Industries. African Journal of Business and Management, 1,151-164.

Khan, M. S. & Mahapatra, S.S.(2009). Service quality evaluation in internet banking:an impirical study in India. Int. J. Indian Culture and Business Management, 2(1), 30-46.

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 Boon, O.H. & Yu C.M.(2003). Success factor in e-channel:the Malaysian banking scenario. International Journal of bank marketing, 21,369-377.

Poon, W.C.(2008). Users adoption of e-banking services: the Malaysian perspective.Journal of Business & Industrial Marketing, 23(1), 59-69. Uppal R.K. (2011).Internet banking in India: Emerging risks and new dimensions. Prime Journals businessadministration and management, 1(3), 73-81. Haque, A., Trofder, A., Rahman, H. & Raquib, A. (2009). Electronic transaction of internet banking and its persception of Malaysian online customers. African journal of business management, 3(6), 248-259. Agboola A. A.2006 (2006). Electronic payment systems and Tele-banking services in Nigeria. Journal of internet banking and commerce, 11(3), e-journal. Kaleem A. & Kaleem S.A. (2008). Bankers perception of electronic banking in Pakistan. Journal of internet banking and commerce, 13(1), e-journal. Ortega B.H., Martinez J.J. & Hoyos J.M. (2007). An analysis of web navigability in Spanish internet banking. Journal of internet banking and commerce, 12(3), ejournal. Awamleh S. & Fernandes C. (2011). Internet banking: An imperical investigation into the extent of adoption by banks and the determinants of customer satisfaction in the Unoted Arab Emirates. Journal of internet banking and commerce, e-journal. Amin H. (2007). Internet banking adoption among youth intellectuals. Journal of internet banking and commerce, 12(3), e-journal. Kassim N.M. (2011). E-banking service quality: gap in the Qatari banking industry. Journal of internet banking and commerce, e-journal. 65 | P a g e

 Amin H., Lada S., Hamid R.A. & Geoffrey H. (2005). A preliminary study on students perception of SMS banking: A case at the Labuan international campusuniversity Malaysia Sabah. Journal of internet banking and commerce, 10(3), ejournal. Nor K.M. & Pearson J.M. (2007). The influence of trust on internet banking acceptance. Journal of internet banking and commerce, 12(2), e-journal. Dauda Y., Santhapparaj A.S., Asirvatham D. & Raman M. (2007). The impact of ecommerce security and national environment on consumer adoption of internet banking in Malaysia and Singapore. Journal of internet banking and commerce, 12(2), e-journal.

Websites:

http://www.banknetindia.com/banking/ibkgintro.htm, February 15, 2009 http://www.bankersonline.com/ebanking/gurus_eb030402b.html, February 18, 2009 http://bankingtopia.com/benefits-of-e-banking/ February 22, 2009 http://rbidocs.rbi.org.in/rdocs/Publications/PDFs/88980.pdf, February24, 2009 http://www.icicibank.com/pfsuser/cards/creditcard/cc_home.htm, February 25, 2009 http://www.economywatch.com/banking/online/ February 27, 2009 http://www.axisbank.com/24x7banking/internetbanking/Internet-Banking.asp, March3, 2009

http://economictimes.indiatimes.com/Banking/Axis_Bank_launches_new_online_re mittance_service/articleshow/3728539.cms, March 7, 2009 66 | P a g e

http://www.online.citibank.co.in/customerservice/internbanking.htm,March 9, 2009

Questionnaire
Dear Respondents, We are doing this research project on Effectiveness of E-Banking. Can you spend five minutes to answer the following questions? This study is for academic purpose only. No information shall be disclosed anywhere.

Section 1: (Please tick mark the answers with) 1) Are you having a Bank account? Yes No

2) Do you use any e-banking services? Yes No 67 | P a g e

3) Which of the e-banking channels are you aware of? Tele. Banking Mobile Banking 4) Which e-banking channels are you using? Tele. Banking Mobile Banking Net Banking Debit/Credit Card Net Banking Debit/Credit Card

5) Which of the below services have you tried in Tele. Banking? Balance Inquiry Loss Cheque Book Product Information Statement Request Stop Cheque Payment Bill Payment

6) Which of the below services have you tried in International Debit Card/ Credit card? Cash Withdrawal Cheque Book Request Mini Statement Balance Inquiry Purchase Bill Payment

7) Which of the below services have you tried in Net Banking? Balance Inquiry Statement Request Cheque Book Request Online Purchases Bill Payment FD Inquiry Funds Transfer 8) Which is your most preferred e-banking channel?

Tele. Banking Mobile Banking

Net Banking Debit/Credit Card

9) Where would you like to do your banking transactions? Bank Premises e-banking

10) Have you faced any difficulty in any of the specified services? If yes, what type of difficulty? Technical Time Consuming None 68 | P a g e

11) Is there any hidden charge for using e- banking?

Yes 12) Using an e-banking is risky? Yes

No

No

13) Is there easy available anywhere e-banking? Yes No

14) Which service is a higher charge for using e-banking? Credit card Debit card Net banking The following set of statements relate to your feelings about E-banking services provided by your bank. Using the scale below, please indicate the extent to which you agree or disagree with the following statements. Write the number (indicating your agreement or disagreement) beside the statements. 1 Strongly Disagree Sr. No. 1 2 3 4 5 6 7 2 Disagree 3 Neither agree/ Nor Disagree 4 Agree 5 Strongly Agree Number mobile banking Tele. Banking

Statements Use of e-banking is easy and simple. Page of Net banking shows information efficiently. Page of Net banking is well prepared and organized. My bank information is secured and protected by this site. My website shows various phone numbers for different services. It allows transactions to be conducted quickly. Information is given on what to do if the transaction is not processes...

Section- II. Kindly give your name:___________________________________________

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Gender: Age:

(1) Male (1) Below 25 (3) 36-55 year

(2) Female (2) 26-35 years (4 Above 55 years

Occupation:

(1) Service (3) Student (5) Worker

(2) Business (4) Housewife

Monthly Income:

(1) 10000-100000 (2) 100001-300000 (3) 300001-500000 (4) 500001 and above

Types of Account:

(1) Saving

(2) Current

(3) Others, please specify ____________________

Thanks for your co-operation

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