RESEARCH PROJECT ON ATTITUDINAL

SURVEY OF
“E-BANKING IN INDIA”

SUBMITTED TO

MD UNIVERSITY ROHTAK
Towards Partial Fulfillment of Requirement for
Bachelor of Business Administration Degree

PROJECT GUIDE: SUBMITTED BY:

MR. TARUN JAIN ROHIT

BBA (Deptt.) ROLL NO. – 15/BBA/24
 Table Contents

Chapter 1: General Introduction of Banking system in INDIA…………….…08

Chapter 2: Introduction of ING Group………………………………………...10
Chapter 3: Introduction of E-Banking………………………………………...17
Chapter 4: Research Methodology … ………………………………………..18
Chapter 5: Literature Review ………………………………………………….26
Chapter 6: Objective of study…………………………………………………..29
Chapter 7: Methodology……………………………………………………….30
Chapter 8: Questionnaire……………………………………………………..32
Chapter 9: Data analysis………………………………………………………35
Chapter 10: Findings……………………………………………………………42
Chapter 11: Conclusions………………………………………………………43
 Executive summary

The project Report on:

Services provided by the bank through E-BANKING IN INDIA

Project carried at:

ING VYSYA BANK LTD.

Project Objectives:

· Find the customer satisfaction relating to E-banking service.

· To study the awareness of internet banking among the customers of ING

VYSYA bank.

Benefits of study:

· Awareness among customers for internet banking.

· It gives direction to research tools, research types and techniques.
· Availability should be increased by using various services Strategy.
 Acknowledgement

My sincere gratitude to Mr. Amit Dahra, sales manager, Agra Branch, ING
VYSYA BANK who gave necessary directions on doing this project to the best of
my abilities.

I am highly indebted to Mr. Nitin Kumar, Branch Manager, who provided me

with the necessary information and also for the support extended out to me in the
completion of this report and his valuable suggestion and comments on bringing
out this report in the best way possible.

Later on I would like to thanks Dr. Vandana Srivastava and other faculty
members who taught me that how to do project through appropriate tools and
techniques.

Signature

Rohit
 Declaration

I am Rohit. This project report is my original work and has not been submitted in
any form as a part of any other project.

Information derived from the published and unpublished work of other has been
acknowledgement in the bibliography.

Rohit

Chapter 1
 Introduction of Banking system in INDIA
Banking system of a nation is the shadow of nation’s economy. A healthy and
profitable banking system is just like the backbone of nation’s economy. It is
necessary for a nation to achieve growth and remain stable in this global world and
global economy. The Indian banking system, with one of the largest banking
networks in the world, has witnessed a series of reforms over the past few years
like use of E-Banking and the increased participation of private sector banks.

History of INDIAN BANKING SYSTEM

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 the Bank of
Hindustan, both of which are now defunct The oldest bank in existence in India is
the State Bank of India, a government-owned bank that traces its origins back to
June 1806 and that is the largest commercial bank in the country. Allahabad Bank,
established in 1865 and still functioning today, is the oldest Joint Stock bank in
India.
Central banking is the responsibility of the Reserve Bank of India, which in 1935
formally took over these responsibilities from the then Imperial Bank of India,
relegating it to commercial banking functions. After India's independence in 1947,
the Reserve Bank was nationalized and given broader powers.

In 1948, the Reserve Bank of India, India's central banking authority, was
nationalized, and it became an institution owned by the Government of India.

In 1949, the Banking Regulation Act was enacted which empowered the
Reserve Bank of India (RBI) "to regulate, control, and inspect the banks in
India."
 The Banking Regulation Act also provided that no new bank or branch of an
existing bank could be opened without a license from the RBI, and no two
banks could have common directors

Liberalization in INDIAN BANKING SYSTEM

In the early 1990s, the government embarked on a policy of liberalization,
licensing a small number of private banks. Some of the private sector banks are
ING VYSYA Bank, Axis Bank (earlier as UTI Bank), ICICI Bank and HDFC
Bank.
The next stage for the Indian banking has been setup with the proposed relaxation
in the norms for Foreign Direct Investment, where all Foreign Investors in banks
may be given voting rights which could exceed the present cap of 10%, at present
it has gone up to 49% with some restrictions.
Currently, banking in India is generally fairly mature in terms of supply, product
range but reach in rural India still remains a challenge for the private sector and
foreign banks.

Chapter 2
INTRODUCTION: The Origin of ING Group
ING group originated in 1990 from the merger between “Nationale Nederlanden”
the largest Dutch Insurance Company and “NMB Post Bank” Group. Combining
roots and ambitions, the newly formed company called Internationale Nederlanden
Group. Market circles soon abbreviated the name to I-N-G. The company followed
suit by changing the statutory name to ING Group. ING is a global financial
services company providing banking, investments, life insurance and retirement
services and operates in more than 50 countries.

STRATEGY
ING’s overall mission is to help customers manage their financial future. ING’s
strategic focus is on banking, investments, life insurance and retirement services.
They provide retail customers with the products they need during their lives to
grow savings, manage investments and prepare for retirement with confidence.
With wide range of products, innovative distribution models and strong footprints
in both mature and developing markets, ING has the long-run economic,
technological and demographic trends on their side.

COPERATE RESPOSIBILITY
ING wants to pursue profit on the basis of sound business ethics and respect for its
stakeholders. Corporate responsibility is therefore a fundamental part of ING’s
strategy: ethical, social and environmental factors play an integral role in business
decisions.

THE ING VYSYA BANK Ltd.

ING Vysya Bank Ltd., is an entity formed with the coming together of erstwhile,
Vysya Bank Ltd, a premier bank in the Indian Private Sector and a global financial
powerhouse, ING of Dutch origin, during Oct 2002.

The origin of the erstwhile Vysya Bank was pretty humble. It was in the year 1930
that a team of visionaries came together to form a bank that would extend a helping
hand to those who weren't privileged enough to enjoy banking services.
ING and ING Vysya Life Insurance are headquartered at Bangalore, while the
corporate office of ING Investment Management is situated at Mumbai.

In 1980, the Bank completed fifty years of service to the nation and post 1985; the
Bank made rapid strides to reach the coveted position of being the number one
private sector bank. The 75th anniversary, the Platinum Jubilee of the bank was
celebrated during 2005.

At present, Shailendra Bhandari is the Managing Director and CEO of ING

VYSYA Bank Ltd. in India.

SWOT ANALYSIS: ING VYSYA BANK LIMITED

STRENGHTS:
1) Online Services: ING VYSYA Bank provides online services of all its
banking facilities, so a person can access his account from anywhere he is.

2) Advanced Infrastructure: Branches of ING VYSYA Bank are well

equipped with advanced technology. All the computerized machines are located in
suitable manner & are very useful to the customers & staff of the bank.
3) Friendly Staff: The staff of ING VYSYA Bank in all branches is very friendly &
helps the customer in all cases. They provide faster services along with bonding
personal relationship with the customers.
4) ATM services: ING VYSYA bank provides ATM services to their
customer free of cost even if the customer uses the other banks ATM.
5) Other Facilities to the Customers & Employees: ING VYSYA Bank
provides facilities like proper sitting arrangements to the customers And proper
Ventilation & sanitary facilities for the employees of the bank.

WEAKNESS:
1) High Initial amount to open a account: In comparison of other banks ING
VYSYA Bank offers their savings and current account with a minimum balance of
Rs. 5000 and 10000 respectively.
2) Less no. of Branches: Branches of ING VYSYA Bank are to low as compared to
other Banks, specially in the rural or semi-rural part of the country.

OPPORTUNITIES:
1) OPEN New Branches: The bank should open branches in that part of the
country which are still uncovered with the banking facilities and have good
customer base to gain the first mover advantage.
2) Recruit professionally guided students: The bank can recruit these students
through tie- ups with colleges. Such students will surely prove as an asset to the
bank.
3) Associate with social cause: The bank can also associate itself
with social causes like providing relief aid patients, funding towards
natural calamities. This will help him to create a good image among the customers
and help him to gain the more customer base.

THREATS:
1) Competition: ING VYSYA Bank is facing tight competition with other private
Banks like Standered Chartered, HDFC, ICICI, IDBI etc.
2) Decentralized Management: Each branch manager is given the
authority of taking decisions in their respective branches. The
decisions made by different managers are diverse and any one
wrong decision can laid to heavy losses to the bank.

The long journey of seventy-five years has had several milestones

1930 Set up in Bangalore

1948 Scheduled Bank

1985 Largest Private Sector Bank

1987 The Vysya Bank Leasing Ltd. Commenced

1988 Pioneered the concept of Co branding of Credit Cards

1990 Promoted Vysya Bank Housing Finance Ltd.

1992 Deposits cross Rs.1000 crores

1993 Number of Branches crossed 300

Signs Strategic Alliance with BBL., Belgium. Two National Awards by Gem &
1996 Jewellery Export Promotion Council for excellent performance in Export Promotion
Cash Management Services, & commissioning of VSAT. Golden Peacock Award -
1998 for the best HR Practices by Institute of Directors. Rated as Best Domestic Bank in
India by Global Finance (International Financial Journal - June 1998)
State -of - the -art Date Centre at ITPL, Bangalore.
2000 RBI clears setting up of ING Vysya Life Insurance Company.

2001 ING-Vysya commenced life insurance business.

The Bank launched a range of products & services like the Vys Vyapar Plus, the
range of loan schemes for traders, ATM services, Smartserv, personal assistant
2002 service, Save & Secure, an account that provides accident hospitalization and
insurance cover, Sambandh, the International Debit Card and the mi-b@nk net
banking service.

2002 ING takes over the Management of the Bank from October 7th , 2002 .

2002 RBI clears the new name of the Bank as ING Vysya Bank Ltd, vide letter of 17.12.02
Introduced customer friendly products like Orange Savings, Orange Current and
2003 Protected Home Loans

2004 Introduced Protected Home Loans - a housing loan product

Introduced Solo - My Own Account for youth and Customer Service Line “ Phone
2005 Banking Service
Bank has networked all the branches to facilitate AAA transactions i.e. Anywhere,
2006 Anytime & Anyhow Banking
 Chapter 3
Introduction: E-Banking

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:

•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.
•Buy groceries, gasoline and other purchases at the point-of-sale, using a check
card rather than cash, credit or a personal check.
•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.
 VARIOUS FORMS OF E-BANKING:

A. 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 fulfillment 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.

B. AUTOMATED TELLER MACHINES (ATM):

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 and check their account balances
without the need for a human bank teller. 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, which
contains his or her account number. The customer then verifies their identity by
entering a pass code, 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.
The Indian market today has approximately more than 17,000 ATM’s.

C. CREDIT CARDS/ DEBIT CARDS:

The Credit Card holder is empowered to spend wherever and whenever he wants
with his Credit Card within the limits fixed by his bank. Credit Card is a post paid
card. Debit Card, on the other hand, is a prepaid card with some stored value.
Every time a person uses this card, the Internet Banking house gets money
transferred to its account from the bank of the buyer. The buyers account is debited
with the exact amount of purchases. An individual has to open an account with the
issuing bank which gives debit card with a Personal Identification Number (PIN).
When he makes a purchase, he enters his PIN on shops PIN pad. When the card is
slurped through the electronic terminal, it dials the acquiring bank system - either
Master Card or VISA that validates the PIN and finds out from the issuing bank
whether to accept or decline the transactions. The customer can never overspend
because the system rejects any transaction which exceeds the balance in his
account.

D. 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 date and night has now been made possible by introducing on-line
Telebanking services. By dialing the given Telebanking 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
• Balance inquiry and transaction inquiry in all
• Inquiry of all term deposit account
• Statement of account 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 Payments
• Renewal of term deposit which is automatic and instantaneous

E. SMART CARD:

Banks are adding chips to their current magnetic stripe cards to enhance security
and offer new service, called Smart Cards. Smart Cards allow thousands of times
of information storable on magnetic stripe cards. In addition, these cards are highly
secure, more reliable and perform multiple functions. They hold a large amount of
personal information, from medical and health history to personal banking and
personal preferences

F. E-CHEQUE:

• An e-Cheque is the electronic version or representation of paper cheque.

• 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 does, 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

G. MOBILE BANKING :

Mobile banking is a term used for performing balance checks, account

transactions, payments, credit applications and other banking transactions through
a mobile device such as a mobile or Personal Digital Assistant . The earliest mobile
banking services were offered over SMS. With the introduction of the first
primitive smart phones with WAP support enabling the use of the mobile web in
1999, the first European banks started to offer mobile banking on this platform to
their customers.

We can avail the following services through E-Banking:

Bill payment service

You can facilitate payment of electricity and telephone bills, mobile phone,
credit card and insurance premium bills as each bank has tie-ups with various
utility companies, service providers and insurance companies, across the country.
To pay your bills, all you need to do is complete a simple one-time registration for
each biller. You can also set up standing instructions online to pay your recurring
bills, automatically. Generally, the bank does not charge customers for online bill
payment.

Fund transfer
You can transfer any amount from one account to another of the same or any
another bank. Customers can send money anywhere in India. Once you login to
your account, you need to mention the payees's account number, his bank and the
branch. The transfer will take place in a day or so, whereas in a traditional method,
it takes about three working days
 Credit card customers
With Internet banking, customers can not only pay their credit card bills online
but also get a loan on their cards. If you lose your credit card, you can report lost
card online.

Investing through Internet Banking

Now investors with interlinked demat account and bank account can easily trade
in the stock market and the amount will be automatically debited from their
respective bank accounts and the shares will be credited in their demat account.
Moreover, some banks even give you the facility to purchase mutual funds directly
from the online banking system.

Recharging your prepaid phone

Now just top-up your prepaid mobile cards by logging in to Internet banking. By
just selecting your operator's name, entering your mobile number and the amount
for recharge, your phone is again back in action within few minutes.

Shopping
With a range of all kind of products, you can shop online and the payment is also
made conveniently through your account. You can also buy railway and air tickets
through Internet banking.

Advantage Of Internet Banking

As per the Internet and Mobile Association of India's report on online banking
2006, "There are many advantages of online banking. It is convenient, it isn't
bound by operational timings, there are no geographical barriers and the services
can be offered at a very low cost."

Through Internet banking, you can check your transactions at any time of the day,
and as many times as you want to. Where in a traditional method, you get quarterly
statements from the bank. If the fund transfer has to be made outstation, where the
bank does not have a branch, the bank would demand outstation charges. Whereas
with the help of online banking, it will be absolutely free for you.

Security Precautions

Customers should never share personal information like PIN numbers, passwords
etc with anyone, including employees of the bank. It is important that documents
that contain confidential information are safeguarded. PIN or password mailers
should not be stored, the PIN and/or passwords should be changed immediately
and memorised before destroying the mailers.

Customers are advised not to provide sensitive account-related information over

unsecured e-mails or over the phone. Take simple precautions like changing the
ATM PIN and online login and transaction passwords on a regular basis. Also
ensure that the logged in session is properly signed out.

Plastic Cards as Media for Payment:-

There are four types of plastic cards being used as media for making
payments. These are:
1. Credit Card
2. Debit Card
3. Smart Card
4. ATM Card

1. Credit Cards: -
The Credit Card is a post paid card. The credit card enables the cardholders to:
Purchase any item like clothes, jewellery, railway/air tickets, etc. Pay bills for
dining in a restaurant or boarding and lodging in hotel etc.

2. Debit Cards: -
A Debit Card, on the other hand, is a prepaid card with some stored value. Every
time a person uses this card, the Internet Banking house gets money transferred to
its account from the bank of the buyer. The buyers account is debited with the
exact amount of purchases.

3. Smart Cards: -
Smart Cards have a built-in microcomputer chip, which can be used for storing and
processing information. For example, a person can have a smart card from a bank
with the specified amount stored electronically on it. The specified amount is
utilized by the customer, he can approach the bank to get his card validated for a
further specified amount. Such cards are used for paying small amounts like
telephone calls, petrol bills etc.

4. ATM Cards: -
The card contains a PIN (Personal Identification Number) which is selected by the
customer or conveyed to the customer and enables him to withdraw cash up to the
transaction limit for the day. He can also deposit cash or cheque.

Role of customer when using e-banking

· You can access Internet Banking only by using your User ID and Password.
During the first login attempt, it is mandatory to change both passwords -
login and transaction – which would have been mailed to you by the bank.
· If you forget your password, you will have written to us using the "Email
Us" option. The Bank will then issue a new password and send it to your
mailing address as per our records. Kindly check with your branch that this
address is updated...
· Make sure no one can see the account login name or password you are
entering when you log on to INGVYSYABANK.COM
· Logout of INGVYSYABANK.COM before moving on to other Websites.
· Before leaving the PC please "close" the browser.
 · Do not write your INGVYSYABANK.COM login name or password
anywhere.
· Do not leave your login name and password such that someone sitting at
your computer could see them.
· Never present your INGVYSYABANK.COM login name and password to
anyone (no representative of ING VYSYA BANK will ever ask you for your
INGVYSYABANK.COM password).
· Notify ING VYSYA Bank immediately if you notice any unusual account
activity.
· Keep all documents that include your account information in a secure
location.
· When you login you can view the date and time of your last log in.

Features offered by ING Vysya B ank for internet banking

· Balance enquiry and statement
· Transfer fund online
· Card to card fund transfer
· Use debit card online
· Prepaid mobile recharge
· Subscribe for mobile banking
· Lock / activate debit cards /ATM
· Request a cheque book
· Stop payment
USE OF E-BANKING I N INDIA FROM LAST FEW YEARS
Year 2003 2004 2005 2006 2007 2008 2009 2010
Incr.% 9 12 15 20 25 32 40 50

Finding

From 2003-2010 , the user of the E-banking is increasing every year.

Chapter 4
Research Methodology

The data collected from questionnaire will be tabulated and analyzed so that it can
easily understand to the user.
There are a number of ways to be used to present the result of findings are:-
○ Pie-chart
○ Graphs

SAMPLING PLAN:

Since it is not possible to study whole universe, it becomes necessary to take

sample from the universe to know about its characteristics.
· Sampling Units: Different Account Holder from the bank.
· Sample Technique: Random Sampling.
· Research Instrument: Structured Questionnaire.
· Contact Method: Personal Interview.

SAMPLE SIZE:
 My sample size for this project was 20 respondents. Since it was not
possible to cover the whole universe in the available time period, it was
necessary for me to take a sample size of 20 respondents.

DATA COLLECTION INSTRUMENT DEVELOPMENT:

The mode of collection of data will be based on Primary as well as Secondary data.

Primary data:
Primary data collection will base on personal interview of customers and people
linked with ING VYSYA BANK. I have prepared the questionnaire according to
the necessity of the data to be collected.

Secondary data:
Collection of information from ING VYSYA website and different various
websites related to E-BANKING.
 Chapter 5
Literature Review

Internet and the Banking System

The rapid growth of the Web creates a tremendous opportunity for new businesses,

but also requires a new way of viewing the market place for the community

banker. “Experts estimates that consumer use of on-line banking services will

increase over 20-fold by the end of the century. Geography and the number of

branches become irrelevant and community banks are able to offer the same level

of service and convenience to customers as the largest banks. In the past, over 60%

of existing bank customers have cited their bank selection to be based on

convenience of location. For the customers of today, convenience of location

includes the availability of 24-hour access via the Internet.” (Wilson, 1996)

Seitz and Stickel (1999) considered that financial service companies are using the

Internet as a new distribution channel. The goals are:

• complex products may be offered in an equivalent quality with lower costs to

more potential customers

• there may be contacts from each place of earth at any time of day and night
Seybold (1998) identifies 8 critical success factors for electronic banking:
 • Own the customer’s total experience

• Streamline business processes that impact the customer

• Provide a 360-degree view of customer relationship

• Let customers help themselves

• Help customers do their job

• Deliver personalized service

Source: http://www.aurelvoiculescu.com/mba

Ing vysya Bank

Banking becomes a pleasure as the transactions and services become instant with
ING VYSYA Bank online Internet banking. The services provided are totally
secure and unique. These cover online account transactions and operations, credit
card and account applications and payments, share trading and investments
through mutual funds, bill payments, statement generation and a virtual demo of
each service.

Chapter 6

Objective of study
· Find the customer satisfaction relating to E-banking service.

· To study the awareness of internet banking among the customers of ING

VYSYA bank.

Limitation of Study

· Banks are not giving me all information about E-banking services.

· ING Vysya Bank have a very few branches in Northern India
· Customer are not aware about the ING Vysya Bank
· ING Vysya Bank have very few ATM .
· Research is only done in Agra city.

Chapter 7
Data analysis

1) Users of E-banking
 Yes 65%

No 35%

Currently 65 % of the bank customers availing the facility of E-Banking.

2) No. of user of the banks

SBI 30%

ICICI 20%

HDFC 10%

ING Vysya 5%

Other Banks 35%

3) Preference for online bill payment services

Yes 60%

No 40%
Majority of the customers are now opt online bill payment. i.e. 60% of the bank
customers are now using online bill payment.

4) Preference for online shopping

Yes 70%

No 30%

Similarly, 70% of the customers are now using online shopping that saves the
precious time of the customers.

5) Preference for online fund transfer

Yes 35%
 No 65%

Only few customers are using the online fund transfer facility i.e. 35%

6) Satisfied Customers

Yes 65%

No 35%

Most of the customer are satisfied with the E-Banking as they save their time and
have found full security for their transaction online.

Chapter 8
Findings
1. In the users ratio of internet banking 65% of customers are using this
service.
2. In these services the SBI bank is top in service of E-banking.

3. The services that are mostly used by maximum customers are transactions,
online trading, bill payment, shopping etc.
4. The mode of transaction that a customer used more oftenly is through cash,
cheque & e-banking respectively.
5. Different banks charge different rates for online service.

Suggestions
1. Demonstration of E-Banking should be provided to the existing customers to
promote E-Banking.
2. Encourage customers that E-banking is totally safe if you take necessary
precautions like protect your password from others.
3. Provide discounts on shopping through E-Banking.

Chapter 9
Conclusion
The basic objective of my research was to analyze the awareness among
customers for internet banking in INDIA. It gives direction to research
tools, research types and techniques. Although the findings reveal that
people know about the services but still many people are unaware and
many of them are non – users so the bank should by promotion try to
aware the customers about the benefits of E-Banking. Banks should look
forward to have some tie – ups with other financial institutions to
increase the service base.
 Bibliography

Collection of information for the research is taken from the ING VYSYA Bank
website (www.ingvysyabank.com)

and other websites like :

www. google .com

www.economictimes.com

www.wikipedia.com

www.worldjute.com
 ANNEXURE

A. Questionnaire:-

1. Name of the customer:-

2. Do you like E-banking

a. Yes
b. No

1. Tick which bank you preferred…

a. ICICI
b. SBI
c. Axis
d. HDFC
e. PNB
f. ING VYSYA
g. Any Other

1. Why this bank

 a. Service is good
b. They provide security
c. Cheaper service fees.

1. Which type of service mostly you use?

a. Online Bill Payments

b. Transfer fund online

c. Online shopping

d. A and B

e. B and C

f. A and C

g. All

h. none

1. Services of the bank are….

a. poor
b. good
c. Very good

1. Are you satisfied with the using of E-banking?

a. Yes
b. No
 A. BALANCE SHEET OF ING VYSYA BANK LTD.

(Rupees in Crores)
FY 2011 FY2010

Capital And Liabilities

Capital 120.99 119.97

Employee Stock Options Outstanding 1.88 2.99

Reserves and Surplus 2,501.41 2,207.97

Deposits 30,194.25 25,865.30

Borrowings 4,146.91 3,671.39

Other Liabilities And Provisions 2,048.53 2,012.62

Total 39,013.97 33,880.24

Assets

Cash and Balances with RBI 2,183.78 2,329.59

Balances with Banks and Money at call and Short notice 337.64 697.46

Investments 11,020.67 10,472.92

Advances 23,602.14 18,507.19

Fixed Assets 502.83 495.93

Other Assets 1,356.91 1377.15

Total 39,013.97 33,880.24