“CONSUMERS PERCEPTION TOWARDS E-BANKING SERVICES OF

AXIS BANK IN VASHI

Dissertation Submitted to the

D.Y.Patil University

In partial fulfillment of the requirements for the award of the

Degree of
MASTERS IN BUSINESS ADMINISTRATION

Submitted by:

ADITI SUHAS JOSHI

(MBABI017003)

Research Guide:

Dr.Mangesh Jadhav
(Assistant Professor)
School of Management
D.Y.Patil University
CBD Belapur, Navi Mumbai.
March 2019

1
“CONSUMERS PERCEPTION TOWARDS E-BANKING SERVICES OF
AXIS BANK IN VASHI.
Dissertation Submitted to the
D.Y. Patil University
In partial fulfillment of the requirements for the award of the
Degree of
MASTERS IN BUSINESS ADMINISTRATION
Submitted by:
ADITI SUHAS JOSHI
(MBABI017003)

Research Guide:

Dr.Mangesh Jadhav
(Assistant Professor)
School of Management
D.Y. Patil University
CBD Belapur, Navi Mumbai.
March 2019

2
 “CONSUMERS PERCEPTION TOWARDS

E-BANKING SERVICES OF AXIS BANK IN VASHI”

3
4
5
 DECLARATION
I hereby declare that the dissertation “Consumers perception towards E-Banking services of AXIS
BANK in Vashi” submitted for the Full Time Master of Business Administration Degree
at Dr. D.Y. Patil Deemed to be University School of Management is my original work and the
dissertation has not formed the basis for the award of any degree, associate ship, fellowship, hard work
or any other similar titles. I hereby declare that this report is purely my personal work in every form.
I hereby also declare that I have checked the data through the plagiarism software and it has been
found to be pure and true. I am solely responsible for any plagiarism that is found in this dissertation
report.

SIGNATURE OF THE STUDENT

PLACE: Mumbai
DATE:

6
 CERTIFICATE

This is to certify that the dissertation entitled “Consumers perception towards E-Banking services
of AXIS BANK in Vashi”is the bonafide research work carried out by ADITI SUHAS JOSHI ,
student of Full Time MBA, at D.Y. Patil Deemed to be University School of Management
during the year 2017- 2019, in partial fulfillment of the requirements for the award of the Degree
of Bachelors in Business Management and that the dissertation has not formed the basis for the
award previously of any degree, diploma, associate ship, fellowship or any other similar title.

Dr. Mangesh Jadhav

(Assistant Professor)

(Dr. R. Gopal
Director
School Of Management
D.Y. Patil University)

Place: Mumbai
Date:

7
 ACKNOWLEDGEMENT

In the first place, I thank the Dr. D. Y. Patil University, School of Management, Navi Mumbai for
giving me an opportunity to work on this project.
I would also like to thank Dr. R. Gopal (Director ) &Dr. Mangesh Jadhav, Dr. D.Y. Patil Deemed to
be University School of Management, Navi Mumbai for having given me her valuable guidance for
the project. Without her help it would have been impossible for me to complete the project.
I would be failing in my duty if I do not acknowledge with a deep sense of gratitude the sacrifices
made by my parents and thus have helped me in completing the project work successfully.

SIGNATURE OF THE STUDENT

PLACE: Mumbai
DATE:

8
 Preface
While searching for a suitable topic for the MBA Dissertation, I happened to meet
a person from Banking & Insurance Sector, who suggested to me the topic on the
Consumer Perception towards E Banking services of AXIS Bank in Vashi .
The topics having aroused my curiosity, discussions were held with several
people in the retail sector to understand the veracity of the above thought process
and also understand the real issues plaguing the industry.

It is strongly hoped that this project covers not only the various requirements of
the Project Study but also of the Industry.

Signature of the Student

9
 TABLE OF CONTENTS

SR NO. TOPIC PG.NO.

A LIST OF FIGURES 10

B LIST OF ABBREVATIONS 11

EXECUTIVE SUMMARY 12-14

1. INTRODUCTION 15-25

2. LITRETURE REVIEW 26-37

3. RESEARCH METHODOLGY 38

3.1 OBJECTIVES OF THE STUDY 38

3.2 IMPORTANCE OF THE STUDY 41

3.3 SCOPE OF THE STUDY 42

3.4 DATA COLLECTION 43-45

3.5 LIMITATIONS OF THE 46

STUDY
4. DATA ANALYSIS AND 48-72
INTERPRETATION
5. CONCLUSION 73-75

6. FINDINGS AND 76-83

SUGGESTIONS
7. ANNEXURE 87

7.1 QUESTIONNAIRE 88-96

7.2 BIBLIOGRAPHY 97-99

7.3 PLAGERISM REPORT 103

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 LIST OF FIGURES

Figure No. Figure Explanation Page No.

Figure 1 Question 1 30

Figure 2 Question 2 31

Figure 3 Question 3 32

Figure 4 Question 4 33

Figure 5 Question 5 34-35

Figure 6 Question 6 36-37

Figure 7 Question 7 38-39

Figure 8 Question 8 40-41

Figure 9 Question 9 42-43

Figure 10 Question 10 44-45

Figure 11 Question 11 46-47

Figure 12 Question 12 48-49

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 LIST OF ABBREVATIONS

E-banking Electronic banking

E-chequer Electronic chequer

ATM Automated teller machine

EXECUTIVE
SUMMARY

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Mechanical advancements have been ascending at a decent speed in the worldwide field. Web is a standout
amongst the best in those. Along these lines, the managing an account part is likewise making its best
utilization. In this examination dependent on E-BANKING, it has been seen that the improvement of web
based keeping money is still in the creating stage in the Indian economy.

At present in India the chance of e-keeping money is developing by a decent ascent in its utilization and due to
this there is ascend in the quantity of web clients which is the principle criteria for advancement of e-managing
an account.

The examination has been directed so as to assess and analyze the dimension of fulfillment towards web
managing an account administrations. The motivation behind this investigation is likewise to watch and
dissect the motivation behind utilizing web saving money, purposes behind picked web managing an account,
fulfillment of clients towards web keeping money and to discover the issues experienced by the clients. The
essential information for this investigation was aggregated through all around organized survey filled by
clients of AXIS bank. The investigation results plainly demonstrated that most of the clients of web keeping
money were in the abnormal state of fulfillment. Thus, the investigation features the imperative focuses that
AXIS banks top administration must consider so as to expand the quantity of web managing an account clients
and to improve their administration quality

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Managing an account is known as internet saving money, net saving money or virtual saving money.
Electronic managing an account implies the execution of money related administrations by means of web, to
build the accommodation for the clients to get to the dealings effectively. Electronic saving money is a general
term for a strategy by which a customer can perform managing an account dealings electronically and not
really visit Brick and Mortar Establishment. For some individuals, electronic saving money implies 24 hours
access to money through an ATM (computerized teller machine) or direct store of checks into checking or
bank accounts. Different types of e-managing an account are ATM, brilliant card, platinum card, tele keeping
money. Web keeping money empowers a client to perform managing an account exchanges through the banks
site. All the more as of late in India, the electronic keeping money administration is done in a compelling
method to profoundly fulfill the clients in this modernized world, subsequently we are holding up in a line
investing the valuable energy which will lead us to move in reverse consequently the clients would prefer not
to squander their valuable time for holding up in a line. Web keeping money resembles conveying the bank to
one's PC at one's preferred spot and time. This can be valuable, particularly to bank outside bank hours
through web get to. There are developing number of banks that work solely online because of cost favorable
position contrasted with conventional banks.

Computers managing an account and web or web based saving money is the frequently utilized names.
Different kinds of e-saving money names are frequently utilized on ordinary premise.

15
CHAPTER 1

16
INTRODUCTION

17
Indian managing an account has around 200 years of history and has experienced numerous changes,
since autonomy. Be that as it may, progression, privatization and globalization and data. Advancements
are right now changing the Indian managing an account drastically.

Prior, managing an account was for all intents and purposes an imposing business model of the open part
keeps money with full assurance from the state. In any case, the procedure of changes in Indian saving
money framework has tossed them out to progressively liberal and free market powers. Presently the
banks, all the more especially the open area ones, feel the genuine warmth of the challenge. The financing
cost cuts, lessening edges and progressively number of players to serve a diminished number of bankable
customers have all additional to the stresses of the bank. The client has at long last come to hold the
inside stage and all saving money items are customized to suit his preferences and inclinations. This
sudden change in saving money condition has deprived the banks of all there solaces and a significant
number of them are discovering it incredibly hard to adapt to the change.

Online dealing with a record, generally called web keeping cash, it is an electronic portion structure that
enables customers of a lender other financial establishments to coordinate an extent of budgetary trades
through the money related association's webpage. The electronic keeping cash system will generally interface
with or be a bit of the inside dealing with a record structure worked by a bank and is instead of branch setting
aside some cash which was the standard way customers gotten to setting aside some cash organizations.

18
To get to a budgetary foundation's electronic keeping cash office, a customer with web access ought to select
with the establishment for the organization and set up a mystery word and distinctive accreditations for
customer check. The capabilities for online keeping cash is normally not comparable to for telephone or
versatile dealing with a record. Budgetary foundations at present routinely distribute customers numbers,
paying little mind to whether customers have demonstrated a mean to get to their electronic dealing with a
record office. Customer numbers are regularly not equal in light of the way that different customer records can
be associated with the one customer number. Actually, the customer number can be associated with any record
with the budgetary association that the customer controls, anyway the cash related foundation may limit the
extent of records that may be gotten the chance to, state, check, reserves, advance, Mastercard and similar
records.

The customer visits the budgetary association's protected webpage and enters the web keeping cash office
using the customer number and capabilities as of late set up. The sorts of

cash related trades which a customer may execute through web dealing with a record are managed by the
budgetary establishment, yet when in doubt joins getting account modifies, a summary of the progressing
trades, electronic bill portions and store trades between a customer's or another's records. Most banks
furthermore engage a customer to download copies of bank declarations, which can be printed at the
customer's premises (a couple of banks charge a cost for mailing printed duplicates of bank explanations). A
couple of banks moreover engage customers to download trades explicitly into the customer's accounting
programming. The workplace may in like manner engage the customer to organize a check book,
announcements, report loss of charge cards, stop portion on a check, urging change of area and other routine
exercises

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Banks have an overwhelmingly prevailing position in creating economy monetary frameworks, and
critical motors of monetary development, so corporate administration is required, As budgetary markets
are normally immature, banks in creating economies are regularly the essential wellspring of fund for
most of firms, giving a for the most part acknowledged methods for installment, banks in creating nations
are generally the primary store for the economy's reserve funds. Many creating economies have as of late
changed their managing an account frameworks through privatization/disinvestment and diminishing the
job of financial guideline. Therefore, administrators of banks in these economies have acquired more
noteworthy opportunity by they way they run their banks. For setting corporate administration different
boards were framed like RH Patil (warning gathering on corporate administration of RBI), Basel councils,
and M S Verma warning gathering on saving money supervision were shaped .Various practices taken by
banks to execute best corporate administration rehearses incorporates resembled prudential standards,
Asset Liability Management rehearses were begun up. The different hindrances that banks face
incorporate absence of straightforwardness in determination of board individuals, absence of bank
responsibility.

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Internet and customer reluctance
Exactly when the snaps and-squares delight hit in the late 1990s, various banks began to see internet dealing
with a record as an imperative objective. The interest of banks to web keeping cash are truly undeniable:
diminished trade costs, less requesting joining of organizations, instinctive advancing capacities, and
distinctive favorable circumstances that help customer records and net incomes. Besides, online keeping cash
organizations empower foundations to bundle more organizations into single packs, thusly deceiving
customers and constraining overhead.

A mergers-and-acquisitions wave cleared the cash related endeavors in the mid-and late 1990s, uncommonly
developing banks' customer bases. Following this, banks looked to the Web as a technique for keeping up their
customers and building loyalty. Different assorted components are making lenders move a more noteworthy
measure of their business to the virtual space.

While cash related establishments figured out how to execute e-dealing with a record benefits in the mid-
1990s, various buyers were hesitant to lead monetary trades over the web. It took no matter how you look at it
allocation of electronic exchange, in light of trailblazing associations, for instance, America Online,
Amazon.com and eBay, to make paying for things online endless. By 2000, 80% of U.S. banks offered e-
dealing with a record. Customer utilize grew step by step. At Bank of America, for example, it took 10 years
to verify 2 million e-keeping cash customers

In any case, a basic social change happened after the Y2K alert wrapped up. In 2001, Bankof America
transformed into the essential bank to top 3 million online dealing with a record customers, over 20% of its
customer base. In examination, greater national foundations, for instance, Citigroup declared 2.2 million.

Online associations comprehensive, while J.P. Morgan Chase surveyed it had more than 750,000 online
dealing with a record customers. Wells Fargo had 2.5 million electronic dealing with a record customers,
including free organizations. Online customers exhibited more ardent and beneficial than common customers.
In October 2001, Bank of America customers executed record 3.1 million electronic bill portions, totaling
more than $1 billion. In 2009, a report by Gartner Group evaluated that 47% of United States adults and 30%
in the United Kingdom bank on the web.

The mid 2000s saw the rising of the branch-less banks as web just foundations. These online banks achieve
lower overhead costs than their physical accomplices. In the United States, stores at most direct banks are
FDIC-ensured and offer vague component of security confirmation from standard banks

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First internet managing an account benefits in the United States

Web dealing with a record was first displayed in the mid 1980s in New York, United States. Four important
banks — Citibank, Chase bank, mixture bank and creators Hanover — offered home keeping cash
organizations. Engineered introduced its organizations for individuals and privately owned businesses in 1983,
which engaged individual and free organization clients to keep up electronic check book registers, see account
alters, and trade resources among checking and speculation accounts. Promptly fail to attract enough
customers to procure back the first venture and was surrendered in 1989. Distinctive banks had a practically
identical illicit relationship.

Since its introduction in the United States, web keeping cash has been legislatively regulated by the Electronic
Funds Transfer Act of 1978.

Stanford government credit affiliation was the primary cash related foundation to offer online web keeping
cash organizations to most of its people in October 1994.

22
First internet saving money in the United Kingdom

At the same time with the United States, online dealing with a record connected in the United Kingdom. The
UK's first home electronic setting aside some cash organizations known as Home association was set up by
Bank of Scotland for customers of the Nottingham Building Society(NBS) in 1983. The structure used relied
upon the UK's Prestel see interface system and used a PC, for instance, the BBC MICRO or support (Tan data
Td1400) related with the telephone system and TV. The system allowed on-line overview of clarifications,
bank trades and bill portions. In order to make bank trades and bill portions, a made direction giving nuances
out of the proposed recipient must be sent to the NBS who set the nuances up on the Home association
structure. Common recipients were gas, power and telephone associations and records with various banks.
Nuances of portions to be made were commitment to the NBS system by the record holder by methods for
Prestel. A check was then sent by NBS to the payee and an advice giving focal point of the portion was sent to
the record holder. BACS was later used to trade the portion direct.

23
First web based managing an account in France

After a preliminary with 2,500 customers starting in 1994, electronic dealing with a record organizations were
moved in 1998, using Minitel terminals that were scattered energetically to the masses by the lawmaking
body.

By 1990, 6.5 million Minitel's were presented in nuclear families. Online dealing with a record was a
champion among the most standard services. Online keeping cash benefits later migrated to Internet (3)

Around 1994, banks saw the rising omnipresence of the web as an opportunity to broadcast their
organizations. At first, they used the web as another pamphlet, without association with the customer. Early
goals included photographs of the bank's officers or structures and gave customers maps of

branches and ATM territories, phone numbers to require extra information and direct postings of things

24
Banks and World Wide Web
Banks through web has ascended as a key resource for achieving higher capability. Even more starting late in
India, the e-dealing with a record organization is finished in a feasible strategy to outstandingly satisfy the
customers in this modernized world, thusly we are holding up in a line contributing the profitable vitality
which will lead us to move backward in this manner the customers would favor not to misuse their important
time for stopping

Saving money industry has achieved a phase where time and quality both have turned into a quintessential for
getting by in the challenge. Conventional managing an account was constrained and required to just gathering
stores and loaning need-based credit. It is difficult to remain on with such a belief system as the banks
currently work as widespread banks, that is 'One-stop Shop' for all budgetary arranging necessities. The width
and the profundity of the administration matter in a huge way to convey these desires. Thus, it is inescapable
for the banks to avoid innovation empowered conveyance channels and that is the place the E-Banking
Services come into picture. Practically every one of the banks in India, enormous or little, have received e-
managing an account yet the dimension of readiness and reception is at various stages. The accompanying
chart Figure No.11 portrays the 3 mainstays of E-Readiness: Access, which represents the framework and
bolster administrations for accomplishment of e-conveyance; Capacity, which discusses the Social, monetary
and political readiness of nation and industry to acknowledge these administrations; Opportunities, depicts the
extent of exercises that might be shrouded in this ambit.

25
Showing new highlights on your Dashboard making your experience all the more simple and advantageous.
View your profile, my easy routes, resources, liabilities, advances, charge cards, logbook, relationship
supervisor, speculations and so forth on the dashboard.

Web keeping cash engages a customer to perform setting aside extra cash trades through the bank's
webpage. This is furthermore called virtual keeping cash or wherever dealing with a record. It looks like
passing on the bank to one's PC at one's favored spot and time. This can be incredibly significant,
especially to bank outside bank hours through web get to. The amount of customers who pick web
dealing with a record as their setting aside extra cash as a rule offers features like electronic bill portion.
There are a creating number of banks that work online as a result of cost favored stance stood out from
traditional banks

26
27
CHAPTER 2

28
LITERATURE REVIEW

29
A literature review is an evaluative report of information found in the literature related to selected area
of study. The review should describe, summarize, evaluate and clarify this literature. It gives a
theoretical base for the research and helps the author to determine the nature of the research.

 Jadhav Anil (2005) described various channels of e-banking services such as ATM, Telephone
banking (Tele-banking), Mobile banking, Internet banking and its features. The focus is also
given on e-banking opportunities, challenges and security aspects while performing the banking
transactions on the internet. Comparison of public, private, foreign and co-operative banks and
barriers to the growth of e-banking in India are also discussed. Finally, the paper discusses an
overview of the major private sector banks such as ICICI banks which provides e-banking
services.

 Heber Raveendran (2004) described that the advancements made in computing. Banks are
developing alternative channels of delivery like ATM, telebanking, remote access, internet
banking etc.

30
 Janetta (2007) stated that Online banking requires perhaps the most consumer involvement, as it
requires the consumer to maintain and regularly interact with additional technology (a computer
and an Internet connection).

 Uppal R.K (2007) the study concludes that the customers of e banks are satisfied with the
different e-channels and their services in the spread of e banking services. It also suggests some
measures to make e banking service more effective in the future. The present study is mainly
concerned with the Indian banking industry in general and particular those banks that are
producing service through e-channels.

 Safina (2010) determined the consumer attitude on internet banking adoption. Finding shows
that perceived usefulness, perceived ease of use, consumer awareness and perceived risk are the
important determinants of online banking adoption and have strong and positive effect on
customers to accept the online banking system.

31
 Uppal, R.K (2011) threw light on growth of information technology in various banks. The
objective of this research is to analyse the extent of technological developments in various bank
groups. Findings shows as compared to new private sector banks and foreign banks, in public
sector banks very less IT has taken place. The maximum technology is taking place in new
generation private sector banks and foreign.

 Rao, K. Rama Mohana and Lakew, Tekeste Burhan (2011) examines the service quality
perceptions of customers of public sector and private sector banks in the city of Visakhapatnam,
India. The author reveals that the Reliability and Assurance dimensions of service quality scored
the highest ratings while the Tangibles dimension got the lowest score. Moreover, the study
found a strong dissimilarity in service quality perceptions between customers of private sector
and public- sector banks.

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 Dharma lingam, S. Anand Kannan. V. (2012) evaluated the service quality in retail banking in
the Tamil Nadu, based on different levels of customers’ perception regarding service quality.
Data are collected from Three Private Banks, i.e. ICICI, AXIS and HDFC Bank. Sample size of
this research is 240. The result indicates that customers’ perception is highest in the tangibles
area and lowest in the Product Variety area.

 Buhl, Sarita, (2013) determined that security and privacy issues are the big issue in e- banking.
If security and privacy issues resolved, the future of electronic banking can be very prosperous

33
 Manoranjan Mohapatra, et al., (2010) About Forty percent of the population in India is
unbanked. Since e-banking has evolved as a platform for future innovations that can have long
ranging socio-economic benefits for India and hence also be able to capitalize on the Indian
government’s dream of, one bank Account Per Indian; established in the fact that e-banking is
the need of the hour in India today. It is a win-win situation for all concerned, operator’s banks
and specialist companies are gradually getting themselves organized to operate e-banking
services banks are able to reach remote areas without incurring the heavy expenses that opening
a branch entails also the ATM penetrating in rural areas is not that High with only forty ATM s
per million people in India.

 Bernadette DaSilva et al., (2014) conducted an Analysis for internet banking that the bank
corporate to understand that there are certain Parameters in e-banking which are affected by the
demographic status like Gender, Income level and Educational Qualification etc., for opening
internet bank account. Bank operations through internet can attract longer customer and it will
enhance the brand image of banks for usage of sophisticated technology.

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 KR. Kamath (2010) Banks may more towards universal banking driven by the forces of
deregulation, liberalizations, and technological advancement. The pressures would emanate from
super markets, utility service providers etc., Technology has played and is playing a critical and
arguably the most important role in redefining the financial business. Banks are responding by
offering alternative delivery channels like ATMs, Tele banking, internet banking, mobile
banking etc., Most of the banks have already implemented core banking solution (CBS) across
all offices to provide “anytime anywhere” banking in true sense.

 Malhotra, pooja and Singh (2010) this study is an attempt to present the present status of
internet banking in India and the extent of internet banking services offered by internet banks. In
addition, it seeks to examine the factors affecting the extent of internet banking services. The
data for this study are based on the survey of bank websites explored during July 2008. The

sample consists of 82 banks operating in India at 31st march 2007. Multiple regression technique
is employed to explore the determinants of the extent of internet banking services. The results
show that the private and foreign internet banks have performed well in offering a wider range
and more advanced services of internet banking in comparison with public sector banks. Among
the determinants affecting the extent of internet banking services, size of the bank, experience of
the bank in offering internet banking, finance pattern and ownership of the bank are found to be
significant. The primary limitation of the study is the scope and size of its sample as well as
other variables which may have

35
an effect on the decision of the banks to offer a wide range of internet banking services. The
purpose of the study is to help fill significant gaps in knowledge about the internet banking
landscape in India. The findings are expected to be of great use to the government, regulators,
commercial banks and other financial institutions e.g.: co-operative banks planning to offer internet
banking, bank customers and re-searchers.

 Azouzi D. (2009) this paper aims to check if the current and prompt technological revolution
altering the whole world has crucial impacts on the Tunisia and banking sector. Particularly, this
study seeks some clues on which we can rely in order to understand the customers behaviour
regarding the adoption of electronic banking. To achieve this purpose, a research is carried out in
Tunisia and it reveals that panoply of factors is affecting the customers attitude towards e-
banking. For instance; age, gender and educational qualifications seem to be important and they
split up the group into electronic banking adopters and traditional banking defenders and so, they
have significant influence on the customers adoption of e-banking. Furthermore, this study
shows that despite the presidential incentives and in spite of being fully aware of the e-banking’s
benefits, numerous respondents are still using the conventional banking. It is worthy to mention
that the fear of loss because of transactions errors or hackers plays a significant role in alienating
Tunisian customers from online banking.

 Reeti, sanjay and Malhotra (2007) stated about the customers perspectives regarding e- banking
in an emerging economy. So that, the author determining various factors affecting customer
perception and attitude towards and satisfaction with e-banking is an essential part of a bank’s
strategy formulation process in an emerging economy like India. To gain this understanding in
respect of Indian customers, the study was conducted on respondents taken from the northern
part of India. The major findings depict the customers are influenced in their usage of e-banking
services by the kind of account they hold, their age and profession, attach highest degree of
usefulness to balance enquiry service among e-banking services.

36
 Rout ray (2008) the study describes that are becoming enablers for organizations to conduct
business more effectively and efficiently. One of the most effective applications is mobile
banking. For any application to gain recognition technological advancements play a vital role.
To make mobile banking application a success bandwidth management is an important issue.
The increased flexibility and mobility feature of wireless ATM and its bandwidth on demand
function is motivating a large number of carriers towards deployment of the WATM networks.
But there are certain issues which are required to be addressed in WATM. The issues are cost
effective planning of network, location management and handover management. In this paper
we have suggested and evaluate the technological framework for the mobile banking application
using wireless ATM which optimizes the bandwidth usage and provides an effective handover
management. Simulation results show that the resultant framework is very effective in handling
the bandwidth and the handover issue in wireless ATM and provides an effective WATM
framework model.

37
E-keeping money's allure is basically its comfort. Customers these days need moment results; they would
prefer not to hold up any longer." Said Francisco M. Caparo's, Jr, senior VP of Asia joined bank and leader of
Banc Net. Its additionally ended up being progressively proficient approach to process exchanges, as e-saving
money gets rid of the majority of the desk work that customers need to achieve. "Many individuals don't care
for filling frames," Mr. Caparo's additional. "internet keeping money, specifically, depends on client names
and passwords which should be ensured," said Ferdinand G. La Chica, first VP and promoting bunch head for
Sterling Bank of Asia. These enemy of robbery obstructions are on occasion enhanced by exchange passwords
and "tokens," regularly a keychain like gadget that is issued to the customer and creates arbitrary, once
passwords to empower him to sign into his record on the web. A year ago, the provincial bank Association of
the Philippines reported that its individuals are hoping to designate nearby vendors like sari-sari stores as
outsider operators where purchasers can open new records and make extensive installments. Such casual
outlets will empower banks to contact little pay business and people, especially those in the agrarian area, the
greater part of who are based outside the downtown area.

Today, various banks are web just establishments. These "virtual banks" have lower overhead costs than their
physical accomplices. In the United States, various online banks are ensured by the FDIC and can offer a
comparable component of protection for the customers' benefits as ordinary banks.

38
CHAPTER 3

39
 CHAPTER3.1
OBJECTIVES
 To know the customers observation engaged with e-saving money administrations given by AXIS
Bank.

 To consider the consciousness of e-saving money administrations among the clients.

 To ponder the use of e-saving money benefits by clients.

40
 HYPOTHESIS

H0: Consumers perception towards e-services provide by AXIS bank is negative. H1:
Consumers perception towards e-services provided by AXIS bank is positive.

H0: There is no awareness of e-banking services among the customers. H2:

There is an awareness of e-banking services among the customers.

H0: There is no utilization of e-banking services by customers.

41
 CHAPTER 3.2
IMPORTANCE OF THE STUDY
 Study has been conducted in order to seriously estimate and observe the customers approval
towards internet banking services of AXIS Bank.

 To work out enlargement of on-line banking service.

 Encouragement of e-banking examine in industry.

 Employee’s observation is taken into thought about net banking.

42
 CHAPTER 3.3
SCOPE OF THE STUDY

 Region is classified to only Vashi because due to the time constraint and because of this it is not
possible to visit all the branches of bank and meet people in other cities or states.
 This study covered E-Banking service sector.

 This is a true source which is directly collected from the customers of AXIS Bank.

 This study brings the attention of management towards the importance of guidance and progress
of customers of internet banking.

43
 CHAPTER 3.4

DATA COLLECTION

 Both primary and secondary sources of data were used.

 Reasoned survey was designed to elicit required data and details from the
customers of AXIS Bank.

 The secondary data were collected from the books, journals, web portals etc.

The primary data was collected through the well-structured questionnaire consist of elective type.

 Questionnaire consists of demographic factors of the customers, purpose of using internet

banking, reasons for availing internet banking facility and fulfillment with internet banking.

 AXIS Bank was purposively selected on familiarity and it had unique presentation
compared with the other private sector banks in India.

 The Convenient Sampling Method was adopted to select the customers of internet banking of
AXISBank.

 The sample size constituted 30 customers of AXIS Bank.

 The data collected from the respondents were coded and tabulated to suit the requirements of
the study.

44
Research methodology is a way to solve the research problem systematically. It involves the various
steps to find out the solution of an identified problem.

Descriptive Research:

In this project, descriptive method will be use along with primary, which going to be obtain through
questionnaires and personal interviews with AXIS bank employees, some secondary data was also
collected from the internet.

Sampling Method:

Simple random sampling will be used for sampling method.

45
Data Collection Method:

1. Primary data- use of questionnaire

2. Secondary data- use of internet, books and business magazines.

Data Analysis:

Considerate the consumer’s awareness towards e-banking services of AXIS bank.

46
 CHAPTER 3.5
LIMITATIONS OF THE RESEARCH
The data gathering has be through from a limited environmental district. Hence, the findings
and termination have its restrictions.

For the reason that of scarcity of point in time and geological limits, no probability sampling
system has been used.

47
CHAPTER 4

48
DATA ANALYSIS AND INTERPRETATION

49
Q1.Age group

18-25
26-40
40-60
60 and above

Age Group
1st Qtr 2nd Qtr 3rd Qtr 4th Qtr

10%
10%

50%

30%

50
INTERPRETATION:

From the above diagram of 30 responses, helps us to know the age of people who helped in completing this
survey. The ages in this survey really matters. As you can see the maximum numbers of people are in the age
group of 18-25. This is the generations that are the future earners of India and will help India grow. The
sample size is 30

51
Q2. Gender

MALE

FEMALE

Gender

40%

1st Qtr

60% 2nd Qtr

52
INTERPRETATION:
This diagram shows the gender percentage of the people who have contributed their time
for this survey. 60% are male and 40% are female who have contributed time for this
survey. As the sample size is 30, there is an equal contribution of male and female in this
survey.

53
Q3. Are you regular user of internet?

YES

NO

MAYBE

Internet Usage

0%
10%

50% 1st Qtr

40% 2nd Qtr
3rd Qtr
4th Qtr

54
INTERPRETATION:
As the sample size for internet users is 30 from the above diagram result of respondents who are internet users.
In the given figure, 50% of the people said yes which is shown in the blue colour, where as 40% people said
no, the reason may be because of busy schedule or maybe less educated, and rest 10% people said maybe,
whenever they get time they use internet

55
Q4. Do you have a bank account?

YES

NO

Bank Account

2nd Qtr
20%

1st Qtr
80%

56
INTERPRETATION:
The sample size is 30. In the above diagram, the blue colour part of the pie chart is 80% which shows the
positive result, whereas 20% said no to this answer because of any personal issue or less educated.

57
Q5. Frequency of visiting your branch per month?

Less than 1

1 to 3 times

3 to 8 times

8 to 12 times

More than 12 times

Frequency of Visting Banks

10%
10%

10% 1st Qtr

2nd Qtr
70% 3rd Qtr
4th Qtr

58
INTERPRETATION:

In this fig. 70% of the people said they hardly visit bank, as bank gave them so much facilities, so
they don’t visit bank more often. Whereas 10% of the people said that they visit their bank maybe
once or thrice in a month, may be because of their official or personal reasons. 10% of the people
said that they visit their bank for 3 to 8 times in a month and remaining 10% and 10% have to go
their bank more often.

59
Q6. Do you use the e-banking services provided by the banks?

ATM

Online banking

Telephone banking

SMS banking

Mobile banking

Ebanking Servies Provided by bank

0%

10%

10%
1st Qtr
2nd Qtr
3rd Qtr
4th Qtr

80%

60
 INTERPRETATION:

In the above fig. most of the people that is 80% go for ATM card as e-banking service provided by their bank.
Whereas 10% of the people use online banking service. 10% of the people use mobile banking which is more
convenient and the remaining 10% and of people uses telephone banking and SMS banking respectively

61
Q6.What are the factors that influenced you to use internet banking?

Convenience (24 hours service, anywhere connectivity)

Online shopping

Safe and secure

Better rates

Easy to maintain my banking transaction activity

use of internet banking

10%
1st Qtr
2nd Qtr
13% 33%
3rd Qtr
4th Qtr
17%
5th Qtr
27%

62
INTERPRETATION:

As the sample size is 30, we can see that in the above diagram, 33.3% of people say that e-banking
service are convenient to use as it is 24hours service connectivity, we can use it from anywhere at
any time. 26.6% people are influenced to use internet banking for online shopping. 16.6% of the
people go for e-banking services because they think that e-banking services are secure and safe.
10% of the people use this facility as they think that it is easy to maintain their banking transaction
activity and the rest 13.3% use it as they get better rates as in discounts.

63
Q9.What are the services you use on regular basis offered from Internet banking, the actual
purpose of using internet?

Online bill payments

Calculate loan payment information

Check balances on-line

Seeking product and rate information

Others

services used on regular basis

13% 1st Qtr

2nd Qtr
10% 57% 3rd Qtr
4th Qtr

17% 5th Qtr

3%

64
INTERPRETATION:

In the above diagram the sample size is 30 where it has been shown that most of the people that is
56.6% people use internet banking services for paying their bills online. 3.3% people use e-banking
services for checking balances online. Whereas 16.6% of people use it for seeking product rate and
information. And the rest 13.3% use it for other purposes and remaining 10% use it for calculating
loan payments.

65
Q10.What was the single most important reason that you choose this particular bank as your internet
bank?

The brand name of the bank

The excellent service offered by this bank

Others

reason for choosing particular bank as

internet bank

0%
17%
17% 1st Qtr
2nd Qtr

3rd Qtr

66%

66
INTERPRETATION:

In this fig. it is seen that about 66.6% of the people choose their respective bank because of the
popularity of the bank, whereas 16.6% choose their respective bank because of the excellent service
provided by their banks. And the rest 16.6% have other reasons to choose bank.

67
Q11.Is internet banking better than visiting branches?

Agree

Strongly agree

Disagree

Strongly disagree

Neither agree nor disagree

internet banking better than visiting

branches

1st Qtr
2nd Qtr
3rd Qtr
30%
4th Qtr

33%
20%
17%

68
INTERPRETATION:

In the above diagram, most of the people that is almost 33.3% people agree to the point that it is
better to use e-banking services rather than going to the branch and wasting time and money. While
30% neither agree nor disagree about visiting whereas16.6% strongly agree that internet banking is
better then visiting branches. And the remaining 20% disagree and no one strongly disagree for
visiting the branches.

69
Q12. Would you like to avail facility of internet banking in future?

Agree

Strongly agree

Disagree

Strongly disagree

Neither agree nor disagree

availing the facility of internet banking

7%

17%
3%
1st Qtr
2nd Qtr
33%
3rd Qtr

4th Qtr
40%

70
INTERPRETATION:

In the above fig. 40% people will agree to avail the facility of e-banking in future, and the rest are
not going to use it for some reasons. 33.3% people strongly agree to avail the facility of e-banking
and the remaining 3.3% disagrees, 6.6% of people strongly disagrees and the remaining 16.6%
neither agree nor disagree maybe because of some reasons.

71
Q13.The main reasons that you have not opened an internet bank account yet?

VALUE COUNT

Never heard of internet banking 13.3%

Concerned about security 16.6%

No time to open an account 6.6%

Don’t see any real value in having this type of account 23.3%

Willing to see how it works, then I may open an account 10%

Not available through my bank 3.3%

Others 26.6%

reasons for not opened an internet bank

account yet

10%
7% 1st Qtr
2nd Qtr
13%
3rd Qtr
3%23%
4th Qtr
5th Qtr
27% 6th Qtr
17%

72
INTERPRETATION:

Sample size for not opened an internet bank account yet is 30 from which 16.6% of the people are
concerned about the security, 13.3% of people don’t know about internet banking, 6.6% people
have no time to open internet bank account, 23.3% don’t think that it is of value, and for few of
them may don’t get this facility from the bank. 26.6% have some other reasons about not having an
internet bank account.10% see that how it works, then they will open an account.

73
CHAPTER 5

74
CONCLUSION

75
There is still a ton required for the keeping money framework to make changes and train their clients for
utilizing web for there saving money account. Experiencing the overview the fundamental issue lies that still
clients have a dread of hacking of records and therefore don't continue for web keeping money. Banks are
attempting their dimension best by giving the best security choices to the clients however then to there is
parcel of components which sells out a client from opening a web financial balance.

Banks are without giving web saving money benefits additionally so the clients can be pulled in. By asking the
bank representatives we came to realize that most extreme number of web ledger holders are youth and agent.

Legitimate preparing ought to be given to clients by the bank workers to open a record will be valuable.
Besides the site ought to be made friendlier from where the first-run through clients can straightforwardly
make and access their records.

We can see the time is changing and section of time individuals are tolerating innovation there is still a ton of
perceptual blocking which hampers the development it's the typical propensity of a human not to have changes
chip away at the old track, that is additionally one purpose behind the moderate acknowledgment for web
saving money accounts.

76
CHAPTER 6

77
Findings

78
1. In the study of age group, we came to know that there were maximum respondents in the age
group of 18-25 i.e. 15 respondents out of 30 responses, the remaining 10 responses were in the
age group of 26-40 and in the and in the age group of 40-60 there were only 5 respondents and
above the age of 60 there were no respondents.

2. From the study of gender, there was equal contribution from both male and female. As the
sample size was 30, so from that there were 15 men and 15 female who contributed in the
survey.

79
3. Out of 30 respondents, regular user of internet was large in number that is 20 responses. Only 6
responses said NO for using the internet because of their personal issues or maybe less
educated and remaining 4 responses said MAYBE, because of their busy schedule or whenever
they get the time they must be using the internet.

4. As we know that the sample size was 30. From the study of bank account, we came to know
that there were maximum responses who have their bank account and there were only 10
responses who were not having their bank account maybe because of less educated or any other
personal reason.

80
5. 30 people having bank account were asked about their visit in banks per month. Maximum
people visited less than 1 time per month. 6 people visited 1-3 times per month. Only 2 people
visited their branch more than 12times per month. The main reason that the respondents visited
bank was to make deposits.

6. The next response from 30 respondents was about which services are provided by the banks.
ATM service is utilized by maximum number of people that is 19 people. 5 people were for
online shopping. Only 1 person use telephone banking as this service is not in use nowadays.
As there were only 2 people for SMS banking which is not so advanced nowadays.

81
7. 30 respondents were asked about what had influenced them to use internet banking service
provided by their banks. 10 people felt it is convenient to use internet banking as it is 24 hours
available at any time and at every place, people don’t even need to get out of their home to
withdraw cash or pay bills etc. 8 people use for online shopping especially ladies. 5 of them use
internet banking service because they feel it is safe and secure. 4 people feel it is easy to
maintain their banking transactions and only 3 felt that internet banking provides better rates.

8. 30 respondents were asked about what had influenced them to use internet banking service
provided by their banks. 10 people felt it is convenient to use internet banking as it is 24 hours
available at any time and at every place, people don’t even need to get out of their home to
withdraw cash or pay bills etc. 8 people use for online shopping especially ladies. 5 of them use
internet banking service because they feel it is safe and secure. 4 people feel it is easy to
maintain their banking transactions and only 3 felt that internet banking provides better rates.

82
9. 30 respondents were asked as to why they had chosen that particular bank giving only one
reason about the same. 20respondents said that because of the banks brand name they choose
that particular bank whereas only 5people said that their bank provided excellent bank service
and the remaining had other reasons to choose that particular bank as internet bank.

10. Next, respondents were asked whether internet banking is better or visiting bank branches on
regular basis. So, out of 30 respondents, maximum respondents agree that internet banking is
better than visiting banks. Only 5people strongly agree while others said that they neither agree
nor disagree about using internet and visiting bank branches. And remaining people disagree
that internet banking is better than visiting bank branches regularly.

83
11. The same 30 people were asked whether they would like to avail the facility of internet banking
in future. Many people agree to have an internet banking account in future while 10 people
strongly agree to this and will open an internet banking account. 5 people neither agree nor
disagree to this and only 1 person disagree and are not willing to open an internet banking
account in future.

12. Further people who did not say yes about having a bank account were asked as to why they did
not open an account. We got only 30 responses about the same. 5 of the people were not
concerned about security whereas 4 of them have never heard about the same. Many people
have other reasons and only 1person said that internet banking service is not available in their
banks. 7people say that they don’t see any value in having internet banking account whereas
only 3 said that they will first see how it works and then they will open an account. Only 2 of
them say that they don’t have time to open an account. From this we came to know how much
careless people are and many don’t have the knowledge about the same.

84
Suggestions

85
  The clients should have a systematic familiarity while they have business with other banks
through internet. Though lot of safety measures are taken by the bank, the customers should
keep their username and password confidential.

 In case of mobile banking the fake messages are received by the consumers by using the
bank’s name. so, the customers should not judge these messages.


86


CHAPTER 7.1

87
 ANNEXURE


88


QUESTIONNAIRE

89
 1. How long have you been availing the e-banking services?
Less than 1 year

1-2 years

2-3 years

3-5 years

Above 5 years

2. How did you approach to recognize about e-banking services?

Own settlement

ad in print media

Online advertisement

Through acquaintances and relatives

Through bank official

90
 3. How elongated have you been a customer of AXIS bank?
1 year
1-4 years
4-7 years
7years



91
 4. Do you agree that the procedure to open an account with the AXIS bank is difficult?
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree


5. Do you always get the prompt service whenever you visit the AXIS bank?
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree

92
6. Which of the follow online services you favor more?

Online services Tick the appropriate column

a) Internet banking
b) Telephone banking
c) Mobile banking

7. Which specific electronic fund transfer you have been using?

Type of fund transfer Number of respondents

a) NEFFT

b) RTGS
c) Interbank mobile payment
service
d) Fund transfers

8. What do you experience about the hidden charge levied for e-banking services?

Particulars High Moderate Low

a) hidden
charges

93
9. Do you agree that minimum account limit is not high and easy to maintain in the AXIS bank?
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree

10. What are the problems that you face whenever you make a visit to the AXIS bank?
Depositing and withdraw money
Query handling
New account process
Easy maintenance of account
Minimum account limit is not high
Online services

94
11. What are the factors that influenced you to use internet banking?

Convenience (24 hours service, anywhere connectivity)

Online shopping
Safe and secure
Better rates
Easy to maintain my banking transaction activity

12. What was the single most important reason that you chose this particular bank as your internet
bank?

The brand name of the bank

The excellent service offered by this
Others

95
13.Is internet banking better than visiting branches?

Agree
Strongly agree
Disagree
Strongly disagree
Neither agree nor disagree

14. Do you think that Services offered by internet banking is more convenient than visiting in branch?

Agree
Strongly agree
Disagree
Strongly disagree
Neither agree nor disagree

96
15. What is the Frequency of visiting your bank branch per month?

Less than 1
1 to 3 times
3 to 8 times
8 to 12 times
More than 12 times

97
 REFRENCES


98
 Karjaluoto H, Mattila M and Pento T (2002), “Electronic Banking in Finland: Consumer
Beliefs and Reactions to a New Delivery Channel”, Journal of Financial Services Marketing
Khan M S, Mahapatra S and Sreekumar (2009), “Service Quality Evaluation in Internet
Banking: An Empirical Study in India”, Int. J. Indian Culture and Business Management, Vol. 2,
No. 1, pp. 30-46.
Kolodinsky Jane M, Hogarth Jeanne M and Hilbert Marianne A (2004), “The Adoption of
Electronic Banking Technologies by US Consumers”, International Journal of Bank Marketing,
Vol. 22, No. 4, pp. 238-259.
Leela Dhar V (2008), “The Indian Banking Industry: A Retrospect of Select Aspects”, BIS
Review.
Malhotra P and Singh B (2007), “Determinants of Internet Banking Adoption by Banks in
India”, Internet Research, Vol. 17, No. 3, pp. 323-339.
Mattila M, Karjaluoto H and Pento T (2003), “Internet Banking Adoption Among Mature
Customers: Early Majority or Laggards?” Journal of Services Marketing, Vol. 17, No. 5, pp. 514-
528.Modeling the Adoption of Basic E-Banking Services in Urban and Semi-Urban Regions in
India
Mukherjee A and Prithwiraj Nath (2003), “A Model of Trust in Online Relationship Banking”,
The International Journal of Bank Marketing, Vol. 21, No. 1, pp. 5-15.
Nunnally J C (1978), Psychometric Theory, McGraw-Hill, New York
. Parasuraman A (2000), “Technology Readiness Index (TRI): A Multiple-Item Scale to
Measure Readiness”, Journal of Service Research, Vol. 2, No. 4, p. 307.
. Pedersen P E and Nyssen H (2001), “Shopbot Banking: An Exploratory Study of Customer
Loyalty Effects”, International Journal of Bank Management, Vol. 19, No. 4, pp. 146-155.
. Rao K Srinivas (2008), “Innovations in Banking: A Tool for Inclusive Growth”, The Indian
Banker, Vol, 3, No. 12.
RBI (2009), Quarterly Statistics on Deposits and Credit of Scheduled Commercial Banks,
March.
Report on Trend and Progress of Banking in India 2007-08, published by RBI.
Rugimbana R (1995), “Predicting ATM Usage: The Relative Importance of Perceptual and
Demographic Factors”, International Journal of Bank Marketing, Vol. 13, No. 4, pp. 18-31.
Hasan Banu, S. (2004), “Customer service in rural banks: An Analytical study of Attitude of
Different types of customers towards banking services”, IBA Bulletin, Vol.XXV1, No. 8(August),
pp.21-29.
Path rose, P. (2001), “Hi-Tech. Banking-Prospects and problems”, IBA Bulletin, Vol.XX111,
No. 7(July).

99
 BIBLIOGRAPHY

www.google.com
www.wikipedia.com
www.ijird.com
www.researchgate.net
http://www.slideshare.net

100
Aditi Joshi CONSUMER PERCEPTION TOWARDS
E- BANKING IN AXIS BANK IN VASHI

ORIGINALITY REPORT

13 % 26% 1% 18%
SIMILARITY INDEX INTERNET SOURCES PUBLICATIONS STUDENT PAPERS

PRIMARY SOURCES

www.slideshare.net
1 Internet Source
12%

Submitted to Pennsylvania State System of

2
Higher Education 3%
Student Paper

Submitted to Lee's Summit West High School

3 Student Paper
3%

www.helium.com
4 Internet Source
2%
101
 Submitted to Institute of Management
5
Technology 2%
Student Paper

equitymonk.com
6 Internet Source
2%

documents.mx
7 Internet Source
2%

102
 www.managementparadise.com
8 Internet Source
2%

Submitted to Symbiosis International University

9 Student Paper
1%
Submitted to Amity University
10 Student Paper
1%

Submitted to North West University

11 Student Paper
1%

Submitted to ABES Engineering College

12 Student Paper
1%

www.answers.com
13 Internet Source
1%

Submitted to Istanbul Aydin University

14 Student Paper
1%

103
Exclude quotes On Exclude matches < 1%

Exclude bibliography On

104
105
106
107
108
109
110
111