A Project Study Report On

A Study ON Customer Perception towards E-Banking Services in Udaipur City

Submitted in partial fulfillment for the Award of degree of Master of Business Administration

2011-2013

Submitted By: Soniya Pahadia 4th Sem.

Submitted To:Dr.Sunita Agrawal MBA (professor)

ADVENT INSTITUTE OF MANAGEMENT STUDIES UDAIPUR

PREFACE
The study also assesses the satisfaction level of the respondents on the basis of their demographic profile across the public and private sector banks. By using convenient sampling, the data was collected from 40 respondents belonging to State Bank of India (SBI), Punjab National Bank (PNB), Bank of Baroda (BOB) among the public sector banks, and Industrial Credit and Investment Corporation of India (ICICI) Bank, Housing Development Finance Corporation (HDFC) Bank and AXIS Bank among the private sector banks. The survey was conducted from February to March, 2013 and simple percentage was used for analyzing the data. The study reveals that age has a statistically significant effect on the choice of a particular bank. Income also has a significant influence on the number of banks used. I am thankful to the management for assigning such as challenging project to me for Udaipur city to know about the perception of customers towards e-banking services.

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Acknowledgement
I express my sincere thanks to my project guide, Dr.Sunita Agrawal, professor, AIMS. For guiding me right from the inception till the successful completion of the project. I sincerely acknowledge him for extending their valuable guidance, support for literature, critical reviews of project and the report and above all the moral support he had provided to me with all stages of this project. I would also like to thank the supporting staff, AIMS, for their help and cooperation throughout our project.

(Signature of Student) SONIYA PAHADIA

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Declaration

I, Soniya pahadia hereby declare that the project report entitled A study on the customer perception towards e-banking services in Udaipur city submitted in partial fulfillment of the requirement for the degree of M.B.A from Advent Institute Of Management Science & Technology (UG), is my original work and is not submitted for the award of any other degree, diploma, any other similar title or prize. Place:- Udaipur Date:Signature:SONIYA PAHADIA

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Executive Summary
The project report has been prepared for the purpose of analyzing about the awareness and satisfaction of the customers using the e-banking services. Various questions were asked to the customers of different banks. On the basis of their responses, it was found that maximum number of respondents had their account in IDBI. There were many respondents who had their accounts in more than one bank. The analysis revealed that the bank officials have been found to be the most important source of awareness regarding Internet Banking, followed by through friends and relatives, online advertisements, and print media. Maximum respondents go for e-banking for purchasing online tickets, followed by bill payment and for transferring funds. It was also revealed that more than 50% of the respondents, use their mobile phones for assessing e-banking services and the services, which they were using were receiving e-mail alerts, making bill payment and doing balance enquiry. The analysis also showed that respondents prefer to make bank payments using e-payment service only. The banks charge some amount of money to their customers for making online purchases; maximum respondents said that their charges are very less (between Rs. 5 Rs. 10).

CONTENTS

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Content
Chapter-1 Introduction Of E-Banking Chapter-2 Recent Trends In E-Banking Chapter-3 Medium Of E-Banking Chapter-4 Literature Review Chapter-5 Research Methodology Chapter-6 Facts And Finding Chapter-7 Data Analysis And Interpretation Chapter-8 Recommendation Chapter-9 Conclusion Chapter-10 Bibliography

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