CHAPTER – I

1.1.INTRODUCTION OF THE STUDY

Digital banking is the digitization (or moving online) of all traditional banking
activities and programs that historically were only available to customers when
physically inside of a bank branch. This includes activities like: Money Deposits,
Withdrawals, and Transfers. Checking/Saving Account Management. Easy
transfer of payments. One of the most important things for businesses these days
is time, and so they want to use it on something that is providing them more value.
The digital banking helps the businesses to easily transfer payments in their
employee bank accounts.
It involves high levels of process automation and web-based services and may
include APIs enabling cross-institutional service composition to
deliver banking products and provide transactions. It provides the ability for users
to access financial data through desktop, mobile and ATM services. There
are three types of Internet banking: informational, communicative and
transactional.

1
INDUSTRY PROFILE
Current banking sector, in its present structure, is of recent origin. In spite of the fact
that bank is going to be a primitive establishment simply like cash. Its advancement
can be followed in the components of money lender, the goldsmiths and the dealers. A
bank has been every now and again depicted as an establishment occupied with
deposits and granting loans. It can be portrayed as an institution which borrows idle
resources and makes funds accessible to. It doesn't allude just to a position of tending
and saving cash, yet watches over the monetary issues of its customers. The present
globalization has changed the face of the banking sector.
HISTORY OF BANKING INDUSTRY IN INDIA
Evidence of existence of money lending operations in India is found since Vedic
times. bankers were in existence during Buddhist period. Money lending and allied
activities assumed considerable importance in ancient.
It is believed that in India, the transition from money lending to banking must have
occurred even before Manu, the great Hindu Jurist, who had devoted a section of his
work to deposits and advances and laid down rules relating to rates of interest .During
the Mogul period, the indigenous bankers played a very important role in lending
money and financing foreign trade and commerce.
During the days of the East India Company, it was the turn of the agency houses to
carry on the banking business. The General Bank of India was the first Joint Stock
Bank to be established in the year 1786. The others which followed were the Bank of
Hindustan and the Bengal Bank. The Bank of Hindustan is reported to have continued
till I906 while the other two failed in the meantime. In the first half of the 19thcentury
the East India Company established three banks; the Bank of Bengal in 1809, the
Bank of Bombay in 1840 and the Bank of Madras in 1843. These three banks also
known as Presidency Banks were independent units and functioned well got
amalgamated in1920 and a new bank, the Imperial Bank of India was established on
27thJanuary 1921. With the passing of the State Bank of India Act in 1955 the
undertaking of the Imperial Bank of India was taken over by the newly constituted
State Bank of India.
The Reserve Bank which is the Central Bank was established in 1935 by passing
Reserve Bank of India Act 1934. In the wake of the Swadeshi Movement, a number
of banks with Indian management were established in the country, namely, Punjab

2
National Bank Ltd [1894], Bank of India Ltd [1906], Canara Bank Ltd [1906], Indian
Bank Ltd [1907], the Bank of Baroda Ltd [1908], and the Central Bank of India Ltc.
[1911].
Up to mid-1969 the Indian banking system operated primarily in the private sector.
The basic inability of the Indian banking sector to help develop the economy
effectively and meaningfully to the desired levels lead to the demand for restructuring
the banking industry. There were large scale failures of banks and insurance
companies during the 1950's and the early 1960's for various reasons, and thus the
Government of India had to intervene and decide in favor of mergers and
amalgamation of such entities. This was necessary to maintain public confidence in
the financial system and protect the small investors. A beginning was made in 1965to
link bank credit with national planning. In 1968, a scheme of social control of banks
was made. Subsequently, increased political pressure led to the passing of the banking
Laws [Amendment] Act of 1969 by the parliament. Consequent to this, 14 large
commercial banks with a deposit level of Rs. 50crores or more were nationalized on
19thJuly, 1969 and six more commercial private sector banks were taken over by the
government in the year 1980. Thus a major segment of the banking system was
brought under the direct control of the Government. Even among the banking circles
there were diverse views on nationalization. IBA [Indian Banks Association] which
represents the employers of the commercial banks in the country was against
nationalization. In a letter by the then Chairman of IBA it was clearly indicated that
the association wanted the government to reconsider nationalization.
In 1964, All India Bank Employees Association [AIBEA] asked the government to
takeover private After nationalization the banks embarked on systematic employee
selection processes and thus highly qualified employees joined the banks as clerks and
officers. In the year 1980, the Government of' India took over six more banks, thus
raising the total number of Public Sector Banks to 28 [20 nationalized banks and 8
banks in the SBI group]. There were diverse criticisms and comments about the
performance of Public Sector Banks. On the positive side, as a result of the increase in
branch network in the country, banking services were made available to a much larger
segment of the society On the negative side, the major complaints about banks
centered around poor customer service and inefficiency of operational procedures.

3
 Dimensions of IT Innovation in Indian Retail Banking

Impact on the Use of Technology in the Organization

Provision of
Early Specific Emergence Diffusion
Retail Finance
Adoption Application (1990-2000) (2000-2017)

(1960-1980) (1980-1990)

Innovation in Reduce inter  Conversion  Growth of  Supply of non-payment

market from branch to cross border products like
Service
bank Payment. insurance,
Offering price
relationships.  ATM mortgages and
differentials
 Automated bank introduced pensions
statements.
 Cheque
guarantee
 cards.
Operational Increased Reduce cost of  Automation of Growth of
labour intensive branch
Function coordination alternative
Accounting.
activities (i.e.
Innovation between distribution
 Real time
clearing system).
head office control begins channels, such
and as phone
branches banking and

EFTPOS.

4
1.2.COMPANY PROFILE

The roots of the State Bank of India lie in the first decade of the 19th century, when
the Bank of Calcutta, later renamed the Bank of Bengal, was established on 2 June
1806. The Bank of Bengal was one of three Presidency banks, the other two being
the Bank of Bombay (incorporated on 15 April 1840) and the Bank of
Madras (incorporated on 1 July 1843). All three Presidency banks were incorporated
as joint stock companies and were the result of royal charters. These three banks
received the exclusive right to issue paper currency till 1861 when, with the Paper
Currency Act, the right was taken over by the Government of India. The Presidency
banks amalgamated on 27 January 1921, and the re-organized banking entity took as
its name Imperial Bank of India. The Imperial Bank of India remained a joint stock
company but without Government participation.

Pursuant to the provisions of the State Bank of India Act of 1955, the Reserve Bank
of India, which is India's central bank, acquired a controlling interest in the Imperial
Bank of India. On 1 July 1955, the imperial Bank of India became the State Bank of
India. In 2008, the Government of India acquired the Reserve Bank of India's stake in
SBI so as to remove any conflict of interest because the RBI is the country's banking
regulatory authority.

In 1959, the government passed the State Bank of India (Subsidiary Banks) Act. This
made SBI subsidiaries of eight that had belonged to princely states prior to their
nationalization and operational takeover between September 1959 and October 1960,
which made eight state banks associates of SBI. This acquisition was in tune with the
first Five Year Plan, which prioritized the development of rural India. The
government integrated these banks into the State Bank of India system to expand its
rural outreach. In 1963 SBI merged State Bank of Jaipur (est. 1943) and State Bank of
Bikaner (est.1944).

SBI has acquired local banks in rescues. The first was the Bank of Bihar (est. 1911),
which SBI acquired in 1969, together with its 28 branches. The next year SBI
acquired National Bank of Lahore (est. 1942), which had 24 branches. Five years
later, in 1975, SBI acquired Krishna ram Baldeo Bank, which had been established in
1916 in Gwalior State, under the patronage of Maharaja Madho Rao Scindia. The
bank had been the DukanPichadi, a small moneylender, owned by the Maharaja.

5
The new bank's first manager was Jall N. Broacha, a Parsi. In 1985, SBI acquired the
Bank of Cochin in Kerala, which had 120 branches. SBI was the acquirer as its
affiliate, the State Bank of Travancore, already had an extensive network in Kerala.

The new logo of the SBI was the aerial view of the Kankaria
Lake in Ahmadabad, Gujarat on 1 October 1971 and was designed by
ShekharKammatat National Institute of Design.

SBI logo is inspired by Kankaria Lake, Ahmedabad

There has been a proposal to merge all the associate banks into SBI to create a "mega
bank" and streamline the group's operations. The first step towards unification
occurred on 13 August 2008 when State Bank of Saurashtra merged with SBI,
reducing the number of associate state banks from seven to six. On 19 June 2009, the
SBI board approved the absorption of State Bank of Indore. SBI holds 98.3% in State
Bank of Indore. (Individuals who held the shares prior to its takeover by the
government hold the balance of 1.7 %.)

The acquisition of State Bank of Indore added 470 branches to SBI's existing network
of branches. Also, following the acquisition, SBI's total assets will approach 10
trillion. The total assets of SBI and the State Bank of Indore were 9,981,190 million
as of March 2009. The process of merging of State Bank of Indore was completed by
April 2010, and the SBI Indore branches started functioning as SBI branches on 26
August 2010.

6
On 7 October 2014, Arundhati Bhattacharya became the first woman to be
appointed Chairperson of the bank. Mrs. Bhattacharya is given extension of 2 years of
service for merging all 5 associates of SBI with itself. With effect from April 1, 2017;
all the branches of Associates Banks via State Bank of Patiala, State Bank of
Hyderabad, State Bank of Bikaner & Jaipur State Bank of Mysore and State Bank of
Travancore, will function as branches of STATE BANK OF INDIA (SBI). This
consolidation will take 8-12 weeks for merging data with SBI.

SBI provides a range of banking products through its network of branches in India
and overseas, including products aimed at non-resident Indians (NRIs). SBI has 14
regional hubs and 57 Zonal Offices that are located at important cities throughout
India.

7
1.3. ORIGIN/PROMOTERS’ PROFILE

TYPE : PUBLIC

INDUSTRY : BANKING, FINANCIAL SERVICES

FOUNDED : 2JUNE 1806

NATIONALIZATION : 1 JULY 1955

HEAQUARTERS : MUMBAI, MAHARASHTRA, INDIA

AREA SERVED : WORLDWIDE

KEY PEOPLE : RAJNISH KUMAR (CHAIRMAN)

RESERVE :INCREASE INR 210736 CRORE (2018)

PROFIT :INCREASE INR 17916 CRORE (2018)

TOTAL EQUITY : INCREASE INR 98884 CRORE (2018)

OWNERS :GOVERNMENT OF INDIA

EMPLOYE :2,22,033 (2018)

BRANCHES&ATM’ :18,354 & 58,541

WEBSITE :WWW.SBI.CO.IN

8
1.4.LOGO AND SLOGAN
The logo of the State Bank of India is a blue circle with a small cut in the bottom that
depicts perfection and the small man the common man - being the center of the bank's
business. The logo came from National Institute of Design (NID), Ahmadabad and it
was inspired by Kankaria Lake, Ahmadabad.

Slogans:"PURE BANKING, NOTHING ELSE", "WITH YOU - ALL THE

WAY", "A BANK OF THE COMMON MAN", "THE BANKER TO EVERY

INDIAN", "THE NATION BANKS ON US"

9
1.5.VISION, MISSION AND OBJECTIVE OF STATE BANK OF INDIA:

VISION
 My SBI
 My customer first
 My SBI: First in customer satisfaction

MISSION

 We will be prompt, polite, and proactive with our customer.

 We will speak the language of young India.
 We will create products and services that help our customers to achieve their
goal.
 We will be of service even in the remote part of our country.

10
1.6. SWOT analysis of SBI’s internet banking

The chapter describes Strengths, Weaknesses, opportunities, challenges

of State Bank of India.

STRENGTHS

 Greater reach to customers

 Quicker time to market
 Ability to introduce new products and services quickly and successfully
 Ability to understand its customers’ needs
 Customers are given access to information easily across any location
 Greater customer loyalty
 Easy online application for all accounts, including personal loans and
mortgage
 24 hours account access
 Quality customer service with personal attention
 Indian banks have compared favorably on growth, asset quality and profitability

with other emerging economies banks over the last few years.

WEAKNESSES

 Lack of awareness among the existing customers regarding internet banking

 Obsolesce of technology take place very soon specially in terms of security on
internet.
 Procedure for applying for id and password for using services related to
internet banking takes time.
 Lack of knowledge is found regarding internet banking in employees of SBI
 Implementation of newer technology is little bit complicated
 Employees needs training to obtain knowledge regarding I-banking

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OPPORTUNITIES

 Approximately 69% of customers are not using internet banking.

 Core competency can be achieved in terms of banking if focus is made on
awareness of internet banking
 Can become 1st virtual bank of India.
 Concentration of various services should be made using internet banking

THREADS
 Threat of stability of the system: failure of some weak banks has often
threatened the stability of the system.
 Rise in inflation figures which would lead to increase in interest rates.
 Increase in the number of foreign players would pose a threat to the PSB as
well as the private players.

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1.7. OBJECTIVES
The main objectives of the study are:
 To understand the genesis and concept digital banking.

 To analyses the importance, function ,advantage and limitations of digital

banking

 To analyses the present e-banking scenario concerned with ATM, internet

banking, mobile banking, credit card-debit card, fund transfer and other
digital banking service

 To examine the impact of ATM , internet banking, mobile banking and

credit card on customer satisfaction by analyzing the problems faced by
customers

 To highlighting on the security problems of digital banking and how to

reduce the security issues with the help of security control tools

 To build up SWOC analysis of digital banking of SBI

 To build up various solutions for drawbacks in digital banking

13
1.8.LIMITATIONS OF THE STUDY
 Some of the customers are not willing to answer the question asked by the
researcher due to their work.
 Customers feel insecurity regarding interview and questionnaire.
 The customer were reluctant to answer the questioners based on banks
 The duration for the project was 1 months, so the data collected and the analysis
made thereof is not comprehensive.
 The project is carried out in mohan nagar in a rural area, so the entire analysis is
based on the information, data and customer response that were accumulated
there.

14
1.9.ORGANIZATION CHART FOR BRANCH

15
 CHAPTER-II
2.1 DEPARTMENT ANALYSIS
Modern banks not only deal in money and credit creation, other useful functions such
management of foreign trade and finance. The meaning of modern banks is used in
narrow sense of the term as commercial banks.
The various functions of banks can be seen from the following figure:

FUNCTIONS OF BANKS

Accepting Advancing Agency Other

Deposits Loans Services Services

Savings Bank Deposits Overdrafts

Current Deposits Loans
Fixed Deposits Cash Credit
Other Deposits Discounting Bills

Accepting Deposits
The most vital capacity of commercial banks is to accept deposits from people. This is
the essential elements of a commercial bank. Banks gets the idle savings of
individuals in the form of deposits and funds the transitory needs of commercial and
industrial firms. A commercial bank accepts deposit from public on various account,
important deposit account generally kept by bank are

Saving Bank Deposits

This kind of deposits suit to the individuals who simply need to keep their small
investment funds in a bank and may need to withdraw them occasionally. A couple of
withdrawals up to a certain limit of total deposits are permitted in a week. The rate of
interest allowed on saving bank deposits is not as much as that on fixed deposits.
Depositor is Provide with a pass book and a cheque book. Withdrawals are allowed
by cheques and withdrawal structure.

16
Current Deposits
This kind of record are for the most part kept by businessmen and industrialists and
those people who meet an expansive number of fiscal transactions in their schedule.
These deposits are known as short term deposits or demand deposits. They are
payable interest without notification. Typically no interest is paid on these deposits
because the bank cannot utilize these deposits and keep just about cent per cent
reserve against them. Overdraft facilities are likewise accessible on current account.
Fixed Deposits
These are otherwise called time deposits. In this account a fixed amount is deposited
for a fixed period of time. Deposits are payable after the expiry of the stipulated
period. Customer keep their cash in fixed deposits with the bank in order of earn
interest. The banks pay higher interest on fixed deposits. The rates rely on the length
of the period and state of money market. Ordinarily the withdrawals are not permitted
from fixed deposits before the stipulated date. If it happens, the depositor entails an
interest penalty.
Other Deposits
Banks also provide deposit facilities to different type of customers by opening
different account. They also open. ‘Home Safe Account’ for housewife or very small
savers. The other accounts are: ‘Indefinite Period Deposit a/c’; ‘Recurring Deposit’
a/c; ‘Retirement Scheme’.
Advancing of Loans
The second main function of the commercial bank is to advance loans. Money is
provided to businessmen and trade for short period only. These banks cannot lend
money for long period because they must keep themselves ready to meet the short
term deposits. The bank advances money in any one of the following form.

17
Overdrafts
Customers of good standings are allowed to overdraw from their current account. But
they have to pay interest on the extra amount they have withdrawn. The banks allow
‘overdrafts’ to their customers just to provide temporary accommodation save the
extra amount withdrawn is payable within a period. The amount allowed in
‘overdraft’ varies from customer to customer depending on this financial condition.
Loans: Loans are granted by the banks on securities which can be easily disposed off
in the market, e.g. Government securities or shares of approved concerns. When the
bank has satisfied itself regarding the soundness of the party, the loan is advanced. A
borrower seldom wants the whole amount of his loan in cash, so he opens the current
account with the bank (and the loan amount) and thus a ‘deposit is created’ in the
books of the name in the bank.
Cash Credit: It is an arrangement by which a bank allows its customers to borrow
money up to a certain limit against certain tangible securities as Government
securities and shares of approved concerns. In this case interest in charged on the
actual amount withdrawn by the customer and not on the limit allowed to him.

Discounting Bills: It is another important way of giving loans. The banks purchase
bills and immediately pay case for these bills after deducting the discount (interest).
After the maturity of the bills, the banks get back its full value. Thus these bills are
good liquid assets and moreover this investment is also very safe.

Agency Services: Modern Banks render service to the individual or to the business
institutions as an agent. Banks usually charge little commission for doing these
services. These services are as follows
 A bank collects cheques, bills and promissory notes and receives their
payments.
 A bank collects dividend or interest on stock and shares. It also collects
subscriptions and insurance premium.
 A bank also buys and sells securities on behalf of its customers. It does not
charge anything from the customers for this but gets some commission from
the stock broker.
Lastly a bank helps in the transfer of funds from one bank or branch to another.

18
Other Services:
A modern bank now a day’s serves its customers in many other ways:
 A bank issues personal and commercial letters of credit. Through these letters
of credit customers are able to benefit themselves out of the superior credit of
the bank.
 A bank also helps in the transaction of foreign exchange business.
 A bank has ‘Safe Deposit Vaults’. It undertakes the safe custody of valuables
and important documents. The bank acts as bailee of these goods or
documents.

19
2.2. COMPETITOR ANALYSIS

 ICICI BANK
 ANDHRA BANK
 ALLAHABAD BANK
 HDFC
 AXIS BANK
 BANK OF BARODA.

20
2.3. REVIEW OF LITERATURE:
 Shaza W. Ezzi (April 2014) In their research paper titled “A Theoretical
Model for Internet Banking: Beyond Perceived Usefulness and Ease of Use”
tried to inquired different types of electronic banking like ATM’s, telephone
banking, and electronic funds transfer, Internet banking like has evolved from
consumers’ needs to have superior access to banking services clear of most
banks teller-staffed, normal operating hours. Additionally, Internet banking
has grown swiftly from the recent and the span increases in ecommerce.
Internet banking (IB) continues to govern the landscape of electronic banking
as consumers continue to use IB to complete schedule banking transactions in
addition to conducting on-line sales and purchasing. This study presents a
theoretical model considered to help researchers and practitioners better
understand the acceptance and adoption of Internet Banking. The proposed
model maybe particularly useful in developing nations where consumers are
loath to use Internet Banking even when the services are available. However, a
review of several studies that have investigated consumers’ acceptance of
Internet banking services from a multiplicity of perspectives have not reached
a clear consensus of the factors that contribute to overall consumer acceptance
and adoption. The paper concludes with discussions of the managerial
implications and avenues for future research.

21
 2.4. RESEARCH METHODOLOGY

Research methodology is the process used to collect information and data for the
purpose of making business decisions. The methodology may include publication
research, interviews, surveys and other research techniques, and could include both
present and historical information.

2.5. RESEARCH DESIGN

A research design is the set of methods and procedures used in collecting and
analysing measures of the variables specified in the research problem research. The
design of a study defines the study type (descriptive, correlation, semi-experimental,
experimental) and sub-type (e.g., descriptive-longitudinal case study), research
problem, hypotheses, independent and dependent variables, experimental design, and,
if applicable, data collection methods and a statistical analysis plan. Research design
is the framework that has been created to find answers to research questions.

DESCRIPTIVE RESEARCH:
The study comes under the Descriptive research includes survey and fact finding
enquired of different kinds the major purpose of descriptive research is the descriptive
of the state of affairs as it exists at present.
2.6. SAMPLE DESIGN

Sample design depends on the researches objective and the nature of problem samples
are selected by using simple random sampling method.
SAMPLING UNIT
One of the unit in to which an aggregate is divided or regulated as divided for the
purpose of sampling.

22
SAMPLE SIZE
Sample size refers to the number of samples to be selected from the population. Out
of 75 employees 50 was taken as sample for this study.
2.7. DATA COLLECTION METHOD
Data constitute the foundation of the research. Hence the first step was to gather the
required data. The study was conduct at STATE BANK OF INDIA, the data or
information collected from the various sources were divided in to two parts.
 Primary Sources
 Secondary Sources
The primary data was collected through direct personnel investigation and by
questionnaire.

PRIMARY DATA
The primary data means directly collected by the researcher himself or by investigator
appointed by him from the original sources. Data collected from the employees of
state bank of india , mohan nagar.

QUESTIONNAIRE
Aquestionnaire is a printed list of question related to particular enquiry.

SECONDARY DATA
The secondary data is information which already exists. The secondary data was
collected from journals, magazines, books. The research specific information was less
available more emphasis was given on primary data.

23
 2.8. STATISTICAL TOOLS APPLIED
 Percentage Analysis
Percentage refers to the special kind of ratio. Percentage is used in making
comparison between two or more series of data percentage can also be used for
compare the relative teas, the distribution of two or more series of data.
The easy and simplicity of calculating the general understanding of its purpose and
the universal applicability of the percent static have made it most widely and
standardized tool researches everything to a common based and thereby allow
meaningful comparison to be made with data.

 PERCENTAGE METHOD IS USED FOR DATA ANALYSIS:

No of respondent
Percentage = Total No of Population *100

24
 CHAPTER-III

QUESTIONNAIRES

DIGITAL BANKING SURVEY

This survey is for understanding the customer satisfaction on digital banking in

SBI

* Required

Name
1. Gender *  Male  Female

Gender

Cumulative
Frequency Percent Valid Percent Percent

Valid Male 32 64.0 64.0 64.0

Female 18 36.0 36.0 100.0

Total 50 100.0 100.0

INTERPRETATION: Most of respondent are male in SBI

25
2. Age

Age

Cumulative
Frequency Percent Valid Percent Percent

Valid 18-28 16 32.0 32.0 32.0

28-38 16 32.0 32.0 64.0

38-48 10 20.0 20.0 84.0

48-58 8 16.0 16.0 100.0

Total 50 100.0 100.0

INTERPRETATION: Most of customer of SBI is between the age of

18-40

26
3. Education
H.S.C
U.G
P.G
OTHER
Education

Cumulative
Frequency Percent Valid Percent Percent

Valid H.S.C 14 28.0 28.0 28.0

UG 16 32.0 32.0 60.0

PG 6 12.0 12.0 72.0

Other 14 28.0 28.0 100.0

Total 50 100.0 100.0

INTERPRETION: Most of respondent are illiterate

27
 4. Profession
STUDENT
EMPLOYEE
BUSINESSMAN
OTHER
Profession

Cumulative
Frequency Percent Valid Percent Percent

Valid Student 12 24.0 24.0 24.0

Employee 16 32.0 32.0 56.0

Businessman 16 32.0 32.0 88.0

Other 6 12.0 12.0 100.0

Total 50 100.0 100.0

INTERPRETATION: Most of respondent are government & private employee

28
 5 Are you only user of Digital Banking?
Yes
No

Only user of digital banking

Cumulative
Frequency Percent Valid Percent Percent

Valid Yes 36 72.0 72.0 72.0

No 14 28.0 28.0 100.0

Total 50 100.0 100.0

INTERPRETATION: Most of respondent are using “yes”

29
 6. How you are motivated to open an account in Mobile Banking?
Self
Friend
Internet
Other

Open an account in digital banking

Cumulative
Frequency Percent Valid Percent Percent

Valid Self 6 12.0 12.0 12.0

Friend 8 16.0 16.0 28.0

Internet 18 36.0 36.0 64.0

Other 18 36.0 36.0 100.0

Total 50 100.0 100.0

INTRPRETATION: Most of people responded internet and others

30
7. What factors affect you to open Mobile Bank account?
Time save
Cost saving
Easy to use
security
Factor affect you to open digital bank

Cumulative
Frequency Percent Valid Percent Percent

Valid Time save 12 24.0 24.0 24.0

Cost saving 14 28.0 28.0 52.0

easy to use 10 20.0 20.0 72.0

Security 14 28.0 28.0 100.0

Total 50 100.0 100.0

INTERPRETATION: Most of people using cost saving and security

31
 8. Are you overall satisfied?
Highly
Satisfied
Neutral
dissatisfied

Are you overall satisfied

Cumulative
Frequency Percent Valid Percent Percent

Valid Highly 14 28.0 28.0 28.0

Satisfied 16 32.0 32.0 60.0

Neutral 14 28.0 28.0 88.0

Dissatisfied 6 12.0 12.0 100.0

Total 50 100.0 100.0

INTERPRETATION: Most of people using satisfied and natural

32
9. Reasons behind your dissatisfaction?

Service are not enough

Error cost
Difficult to understand
Other reasons

Reasons behind your dissatisfaction

Cumulative
Frequency Percent Valid Percent Percent

Valid Service are not enough 12 24.0 24.0 24.0

Error cost 14 28.0 28.0 52.0

Difficult to understand 10 20.0 20.0 72.0

Other reasons 14 28.0 28.0 100.0

Total 50 100.0 100.0

33
10. What kind of service are you providing in digital banking?

DIGITAL BILL PAYMENT

DIGITAL FUND /MONEY TRANSFER

ONLINE PURCHASE

MOBILE RECHARGE

kind of providing in digital bank

Cumulative
Frequency Percent Valid Percent Percent

Valid Digital bill payment 6 12.0 12.0 12.0

Didital fund /money transfer 16 32.0 32.0 44.0

online purchase 16 32.0 32.0 76.0

Mobile recharge 12 24.0 24.0 100.0

Total 50 100.0 100.0

INTERPRETATION: Provision of electronic of customer acceptance

34
11.Approximately how many people visit your bank web site per
day?
Less than 10
10 to 20
Above 50
D. Others (Please specify)

How many people visit your bank web site per day

Cumulative
Frequency Percent Valid Percent Percent

Valid Less than 10 19 38.0 38.0 38.0

10-20 18 36.0 36.0 74.0

Above 50 7 14.0 14.0 88.0

Other 6 12.0 12.0 100.0

Total 50 100.0 100.0

INTERPRETATION:Most of people visiting SBI website is under 10 members

35
12. How long has your bank been providing Internet Banking?

Less than a year

1 to 5 years

More than 5 years

Providing Internet Banking

Cumulative
Frequency Percent Valid Percent Percent

Valid Less than a year 20 40.0 40.0 40.0

1 to 5 years 28 56.0 56.0 96.0

More than 5 years 2 4.0 4.0 100.0

Total 50 100.0 100.0

INTERPRETATION:SBI providing internet banking between 1-5years

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13.. How frequently do you update your website?

Daily
Weekly
Monthly
More than once in a month for every update

Frequently do you update your website

Cumulative
Frequency Percent Valid Percent Percent

Valid Daily 14 28.0 28.0 28.0

Weekly 20 40.0 40.0 68.0

Monthly 16 32.0 32.0 100.0

Total 50 100.0 100.0

INTERPRETATION:Out of 50 respondent most of respondent are believing website

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 14. What was the reason behind introduction of internet banking?

Because of competition from foreign banks

Man power shortage
Qualitative customer service
Faster transactions & Time saving

Introduction of internet banking

Cumulative
Frequency Percent Valid Percent Percent

Valid Because of competition from 14 28.0 28.0 28.0

foreign banks

Man power shortage 14 28.0 28.0 56.0

Qualitative customer service 10 20.0 20.0 76.0

Faster transactions & Time 12 24.0 24.0 100.0

saving

Total 50 100.0 100.0

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15. How do you make your potential customer aware of your location
the Net?

A. Advertising on the Net

B. News media
C. Banks publications
D. Any other (Please specify)

your potential customer aware of your location on the Net

Cumulative
Frequency Percent Valid Percent Percent

Valid Advertising on the Net 16 32.0 32.0 32.0

News media 18 36.0 36.0 68.0

Banks publications 8 16.0 16.0 84.0

Any other 8 16.0 16.0 100.0

Total 50 100.0 100.0

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INTERPRETATION:Most of the customer aware by seeing media

3.2.FINDINGS

 From this project it is found that most of the people are satisfied with the
services of the SBI bank.

 Maximum people will recommend their bank to other people.

 Majority of the respondents are male when compared to female in dealing with
SBI bank.

 Majority of the people are dealing with SBI bank for more than 5 years or 2 –
3 years.

 Customers are very much satisfied with the core banking facilities, ATM,
mobile banking, loan services along with their financial transactions with the
bank.

 Major number of people typically visit the branch to make deposit and to
enquiry about the balance in their accounts.

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3.3 RECOMMENDATION / SUGGESTION

Embracing a fully digital strategy requires banks to mode size end to end, and adopt a
customer centric approach.
The following recommendation can help banks in general and specifically SBI bank
to ensure that their move to digital banking will result in greater customer satisfaction
and long-term profitability and business
 Manage the information that vital to the digital banking. For banks to create
new sources of value, they need to understand the data that makes up their
Customers code halos of value each individual unique vitual identify.
 They should act strategically providing a cohesive, cross-channel experience
requires an enterprise-wide approach.
 Calculate the cost of not adopting digital banking:lost opportunity,customer
irritation and stagnation in new customer growth and product sales
 Banks should also ensure that online banking is safe and secure for financial
transaction similar to the traditional banking.

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  Evaluate option carefully. Digital banking is not one –size fits all. Banks need
to select the option that best fit their organization and strategy
 Create an enterprise roadmap. A roadmap is a key prerequisite for
implementing a digital banking program .
 Banks should organize seminar and conference to educate the customer
regarding use of online banking as well as security and privacy of their
accounts.
 Some customer are hindered by lack of computer skills. They need to be
educated on basic skills required to conduct online banking.
 Bank must emphasize the convenience that online can provide to people , such
as avoiding long queue, in order to motivate them to use it.
 Banks must emphasize the cost saving that online can provide to help the
people, such as reduce transaction cost by use of online banking.

3.4 CONCLUSION

Studying the project we came to know that Internet banking is clearly the way
forward for the State Bank of India. It provides comfort to customers at the same time
it provides cost cutting to SBI by eliminating physical documentation. Internet
banking saves time of bank as well as those of customers. Study states that internet
banking provides greater reach to customers. Feedback can be obtained easily as
internet is virtual in nature. Customer loyalty can be gain. Personal attention can be
given by bank to customer also quality service can be served. Bank should know that
No system is perfect, however a system of such a type will need to be very secure.
This is a system which holds account details and customers wealth. If such a system
was not trusted and not reliable, then SBI would face serious laws and would lose
business.

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3.5 LEARNINGS AND OUTCOMES

Learning outcomes are statements that describe significant and essential learning that
learners have achieved, and can reliably demonstrate at the end of a course or
program. In other words, learning outcomes identify what the learner will know and
be able to do by the end of a course or program.

Core learning outcomes:

 Interact effectively with people from diverse backgrounds and cultures.
 Engage in community activities directly benefitting the broader community.
 Acquire and demonstrate a comprehensive understanding of banking industry
knowledge.
 Acquire, integrate, and evaluate a core set of business skills necessary to
successfully operate a banking sector.
 Demonstrate effective written and oral communication.
 Demonstrate quantitative reasoning and critical thinking skills needed to make
sound business decisions.

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  Acquired rudiments of the different activities carried out by a branch
 Acquired different kind of marketing strategies implemented by the bank.
According to the different segments of customers.
 Acquire the ability to analyze managerial and operational challenges involved
in planning and deploying functions in the banking industry.
 Engage in learning activities that focus on strategic and operational issues in
the banking industry.
 Utilize research and analytical skills to understand the interdependence of
hospitality businesses and destination development.

Department Learning Outcomes

 Learned about the marketing strategies in banking sector.

 And how to manage the customers without any conflicts between them.
 Learned how to sell our product to the customers by convincing them.
 Learned how to customers with greetings.

 Inter professional communication and understanding demonstrated by the

ability to recognize and appreciate what other professionals’ contribute to the
well-being of older adults.
 Information-seeking skills demonstrated by an underlying curiosity about
older people and issues, including the desire for knowledge and staying
current on new research regarding aging. This includes utilizing best practice
research when evaluating and providing interventions to older adults seen in
healthcare.

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  Innovative thinking demonstrated by the ability to apply complex concepts,
develop creative solutions or use previous solutions in creative and adaptive
ways for breakthrough thinking in the workplace or field of aging.

QUESTIONNAIRES

DIGITAL BANKING SURVEY

This survey is for understanding the customer satisfaction on digital banking in

SBI

Required

Name
1. Gender Male Female

2Age

3.Education

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 H.S.C
U.G
P.G
OTHER
4. Profession
STUDENT
EMPLOYEE
BUSINESSMAN
OTHER
5 Are you only user of Digital Banking?
Yes
No
6. How you are motivated to open an account in Mobile Banking?
Self
Friend
Internet
Other

7. What factors affect you to open Mobile Bank account?

Time save
Cost saving
Easy to use
Security
8. Are you overall satisfied?
Highly
Satisfied
Neutral
Dissatisfied

9. Reasons behind your dissatisfaction?

Service are not enough

Error cost
Difficult to understand

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 Other reasons

10.What kind of service are you providing in digital banking?

Digital bill payment

Digital fund /money transfer
Online purchase
Mobile recharge

11.Approximately how many people visit your bank web site per day?

Less than 10
10 to 20
Above 50
D. Others (Please specify)

12. How long has your bank been providing Internet Banking?
Less than a year
1 to 5 years
More than 5 years

13.. How frequently do you update your website?

Daily
Weekly
Monthly
More than once in a month for every update
14. What was the reason behind introduction of internet banking?
Because of competition from foreign banks
Man power shortage
Qualitative customer service
Faster transactions & Time saving
15. How do you make your potential customer aware of your location on the
Net?
A. Advertising on the Net

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 B. News media
C. Banks publications
D. Any other (Please specify)

3.6 BIBLIOGRAPHY
Reference:

1. Sharma, Gaurav. "What isDigital Banking". VentureSkies. Retrieved 9

May 2017.
2. Kelman, James (2016). The History of Banking: A Comprehensive
Reference Source & Guide. CreateSpace Independent Publishing
Platform. ISBN 978-1523248926.
3. Locke, Clayton. "Theirresistibleriseofdigitalbanking". Banking Technology.
Retrieved 9 May 2017.
4. Bourque, André. "12 Top Fintech Companies to Watch". Entrepreneur.
Retrieved 9 May 2017.

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 5. Muhn, Julie (June 1, 2018). "Personetics Accommodates Digital-Only and
Challenger Banks". Finovate.
6. Ginovsky, John. "What really is "digital banking"? Consensus on this oft-
used term's meaning eludes". Banking Exchange. Retrieved 9 May 2017.
7. Olanrewaju, Tunde. "The rise of the digital bank". McKinsey & Company.
8. Patnaik, Debasish; Scopa, Enrico; van Bommel, Edwin. "Automating the
bank's back office". McKinsey & Company. Retrieved 9 May 2017.

WEB SITES:

 www.statebankofindia.com
 www.onlinesbi.com
 www.weikipedia.com
 www.google.com

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