A

PROJECT REPORT
ON
THE STUDY ON UTILITY OF INTERNET BANKING – YOUTH V/S ELDERLEY POPULATION

PROJECT SUBMITTED IN PARTIAL FULFILMENT FOR THE

AWARD OF THE DEGREE
Of
BACHELOR OF BUSINESS ADMINISTRATION
BY

SUDHIR KUMAR TEJASWI

(H.T. NO: 117619684053)

Under the guidance of

MS.SONALI WALIA

Assistant professor

SAI SUDHIR DEGREE AND PG COLLEGE,

ECIL ‘X’ ROADS, HYDERABAD (2019-2022)

1
 DECLARATION

MS.S. Tejaswi bearing the roll number 117619684053 do here by declare that this project repot entitled “
COMPERATIVE STUDY OF UTILITY OF INTERNET BANKING – YOUTH V/S ELDERLY
POPULATION “ submitted by me to department of Business Administration of Sai Sudhir PG collage , is
a bonafide work undertaken by me and it is not submitted to any other university or institution for the award
of any degree diploma / certificate or published any time before .

DATE:
PLACE : (S. TEJASWI )

2
 ACKNOWLEDGEMENT

My sincere thanks to principal DR. Meera Naidu and my project guide MS.SONALI WALIA . I would
also like to acknowledge Sai-Sudhir PG college and the faculty members who have extended they support
at all the stages of my project

I am also thankful to all those who have incidentally helped me, through there valued guidance, co-
operation and unstinted support during the course of my project

( S . TEJASWI )

3
 ABSTRACT

This study reviews what economists have learned about Internet banking. The study begins by surveying
evidence regarding the fundamental motivations for banks to offer services the Internet and for their
customers to utilize the services. Internet banks that conduct virtually all dealings with their customers .
The study next evaluates the current evidence on how Internet banking has affected the performances of
traditional banking institutions, This study exhibited an observational research, which utilized sample of
various age groups just to know use of Internet banking among them.

The information is additionally gathered by a questionnaire consisting of relevant question related to the
research. The results revealed that convenience, accessibility, security, ease of use, reliability and costs of
internet banking tend to influence youth’ use of Internet banking. Besides there is differentiating picture
between utilization of web banking among old population as there are individuals which agrees with the
Convenience, usefulness, security, usability and unwavering quality advantages, which structure a
positive effect however there are groups of old individuals who feels there isn’t much wellbeing included
and hazard factor is high. Such individuals have dread of robbery or fraud and furthermore delay in
exercises where there personal data is gathered

4
 INDEX

S.NO CONTENT PAGE

NO.

CHAPTER INTRODUCTION
 Need of the study
 Scope of the study
 Objectives of the study
 Research Methodology
 Limitations of the study

CHAPTER 2 THEORETICAL FRAMEWORK

CHAPTER 3 DATA ANALYSIS &

INTERPRETATION

CHAPTER 4 FINDINGS,
SUGGESTIONS

& CONCLUSION

CHAPTER 5 BIBLIOGRAPHY

CHAPTER 6 ANNEXURE

5
 CHAPTER: 1

INTRODUCTION

6
 INTERNET BANKING

Online banking is also known banking is also internet banking web banking or home banking is an
electronic payment system that enables customers of a bank or other financial institution to conduct a
range of financial transaction through the financial institutions website. The online banking typically
connect to or be part of the core banking system operated by a bank to provide customer access to banking
services in place of traditional branch banking .Online banking significantly reduces the banks operating
cost by reducing reliance on the bank network and offers greater customers in time saving in coming to a
branch and the convenience of being able to perform banking transaction even when banks are closed.
Internet banking provides personal and corporate banking services offering features such as viewing
account balance , obtaining statements , checking recent transaction , transferring money between
accounts and making payments .

Definition

Corresponding author “lilesh gautam “

Internet banking is a service that allows customer to access and perform financial transaction on their
bank accounts from their web enabled computers with internet connection

Services provided by online banking

In addition to being able to bank at anytime from anywhere they are some services provided to banking
online you also be able to.

 PAYBILLS ONLINE
 Transfer money
 Deposit cheque online

Pros and cons of internet banking

There are numerous benefits to online banking such as convenience, transparency, anytime,
anywhere access, one stop management of bills and payments and cost efficiency.

7
 However there are associated risks which the consumers need to be aware and take necessary
preventive measures. One of the important security related risk include unauthorized access to
user accounts.
Some of the safety tips include

 Never provide personal information including your passwords, credit card information, account
numbers to unknown persons.
 Be cautious while providing bank details via online, before proceeding further confirm with bank
about the email you received.
 Subscribe to SMS alerts and, wherever available, register for e-mail alerts, for electronic
banking transactions.
 Notify the bank of any unauthorized electronic banking transaction at the earliest after the
occurrence of such transaction.

8
Need of the study
 This study includes that the working of online banking in India and its importance in India.
 Its advantages and disadvantages are also mentioned in the study that, how much people are making
the use of E-banking in real life practices and its impact in their daily life.
 The study also helps to know whether the existing e – services offered by online banking is really
satisfying the needs of their customers or not .

9
 SCOPE OF STUDY

 Traditional branch based retail banking remains the most wide spread method for banking transactions.
 The internet technology rapidly changing the way of designing and delivering the personal services.
 Commercial banks are introduce internet based E-banking system to improve their operations and to
reduce the cost.
 All their efforts aimed at developing better and easier internet banking system, these system remain
unnoticed by the customer
 . This study conducted to know the effectiveness of e-banking

OBJECTIVES OF THE STUDY

10
 The main objectives of the study are:-

 To understand the concept of online-banking in real practices.

 To analyses the rules & regulation regarding online-banking guided by RBI.

 To determine the security problems of online-banking and try to find out solutions for it.

 To analyses the present e-banking scenario concerned with internet banking, mobile

Banking , fund transfer and other e-banking services.

 To examine the customer satisfaction from online banking

 To identify the problems faced by the customers regarding online banking. .

RESEARCH METHODOLOGY

11
A research methodology is an outline of how a given piece of research is carried out. It

defines the techniques or procedures that are used to identify and analyses

information regarding a specific research topic. The research methodology, therefore,

has to do with how a researcher designs their study in a way that allows them to obtain

valid and reliable results and meet their research objectives.

Primary Source:

The study is based on both of primary and secondary data. For the purpose of case study primary data
have been collected from the people of Hyderabad through phone calls, social network and from them.

Secondary Source:

The secondary data have been collected from different articles & website resources such as
www.wikipedia.com, www.google.co.in and so many others. We have used simple pictures, tables, &
graphs to analysis & present the data. Apart from this I also followed my supervisor’s instructions to
finish the project.

Sampling Methodology

Sampling plan -The primary data have been collected through a survey with a pre-tasted structured
questions on a sample of randomly selected 100 people of Hyderabad in which some are students,
business man, employee, teachers and other.

Sampling size- People who belong to 18-60 age group. Survey conducted from 100 respondents of
Hyderabad

Research Type-This research is descriptive in nature which might involve quantitative analysis to
some extent.

LIMITATIONS OF STUDY
The major limitations of the study are:-

12
 A small sample size of 100 respondents are taken to primary data analysis. So i cannot draw proper
inferences about the respondents from this sample size
 . I have not used modern statistical tools to analysis the data.
 Due to shortage of time i have not been able to make a depth study.

 This study is based on the prevailing respondents’ satisfaction. But their satisfaction may change
according to time, fashion, need etc.

13
 CHAPTER – 2

THEORITICAL FRAMEWORK

ONLINE BANKING

Online banking allows a user to conduct financial transactions via the Internet. Online banking is also
known as Internet banking or web banking.

14
 Online banking offers customers almost every service traditionally available through a local branch
including deposits, transfers, and online bill payments. Virtually every banking institution has some form
of online banking, available both on desktop versions and through mobile apps.

With online banking, consumers aren't required to visit a bank branch to complete most of their basic
banking transactions. They can do all of this at their own convenience, wherever they want—at home, at
work, or on the go.

Online banking requires a computer or other device, an Internet connection, and a bank or debit card. In
order to access the service, clients need to register for their bank's online banking service. In order to
register, they need to create a password. Once that's done, they can use the service to do all their
banking.

Banking transactions offered online vary by the institution. Most banks generally offer basic services
such as transfers and bill payments. Some banks also allow customers to open up new accounts and
apply for credit cards through online banking portals. Other functions may include ordering checks,
putting stop payments on checks, or reporting a change of address.

Checks can now be deposited online through a mobile app. The customer simply enters the amount
before taking a photo of the front and back of the check to complete the deposit.

Online banking does not permit the purchase of traveler's checks, bank drafts, certain wire transfers, or
the completion of certain credit applications like mortgages. These transactions still need to take place
face-to-face with a bank representative.

online banking, available both on desktop versions and through mobile apps .

Types of internet banking

 National Electronic Fund Transfer (NEFT)

National Electronic Funds Transfer (NEFT) is a nation-wide payment system facilitating one-to-
one funds transfer. Under this Scheme, individuals, firms and corporates can electronically
transfer funds from any bank branch to any individual, firm or corporate having an account with
any other bank branch in the country participating in the Scheme.
 Real Time Gross Settlement (RTGS)
RTGS is defined as the continuous (real-time) settlement of funds transfers individually on an
order by order basis (without netting). 'Real Time' means the processing of instructions at the
time they are received rather than at some later time; 'Gross Settlement' means the settlement
15
 of funds transfer instructions occurs individually (on an instruction by instruction basis).
Considering that the funds settlement takes place in the books of the Reserve Bank of India, the
payments are final and irrevocable.
 Electronic Clearing System (ECS)
ECS is an alternative method for effecting payment transactions in respect of the utility-bill-
payments such as telephone bills, electricity bills, insurance premia, card payments and loan
repayments, etc., which would obviate the need for issuing and handling paper instruments and
thereby facilitate improved customer service by banks / companies / corporations / government
departments, etc., collecting / receiving the payments .

 immediate Payment Service (IMPS)

IMPS offers an instant, 24X7, interbank electronic fund transfer service through mobile phones.
IMPS is an emphatic tool to transfer money instantly within banks across India through mobile,
internet and ATM which is not only safe but also economical both in financial and non-financial
perspectives.

TYPES OF RISK ASSOCIATED WITH INTERNET BANKING

Major driving force behind the rapid spread of i-banking all over the world is its acceptance as an
extremely cost effective delivery channel of banking services as compared to other existing channels.
However, Internet is not an unmixed blessing to the banking sector. Along with reduction in cost of
transactions, it has also brought about a new orientation to risks and even new forms of risks to which
banks conducting i-banking expose themselves.

Regulators and supervisors all over the world are concerned that while banks should remain efficient and
cost effective, they must be conscious of different types of risks this form of banking entails and have
systems in place to manage the same. An important and distinctive feature is that technology plays a
significant part both as source and tool for control of risks. Because of rapid changes in information
technology, there is no finality either in the types of risks or their control measures. Both evolve
continuously.

Operational risk: Operational risk, also referred to as transactional risk is the most common form of
risk associated with i-banking. It takes the form of inaccurate processing of transactions, non-

16
enforceability of contracts, compromises in data integrity, data privacy and confidentiality, unauthorized
access / intrusion to bank’s systems and transactions etc.

Security risk: Internet is a public network of computers which facilitates flow of data / information and
to which there is unrestricted access. Banks using this medium for financial transactions must, therefore,
have proper technology and systems in place to build a secured environment for such transactions. Unless
specifically protected, all data / information transfer over programs such as ‘sniffers’ which can be set up
at web servers or other critical

STRATEGIES TO BE ADOPTED BY INDIAN BANKS FOR INTRODUCING INTERNET

BANKING:

In present times, Internet banking has no alternatives. Indian banking is gradually getting more and more
access of Internet banking. Thus, Internet banking would drive us into an age of creative destruction due
to non-physical exchange; complete transparency is also giving rise to perfectly electronic market place
and customer supremacy.

At this moment, the question may be asked “what the Indian Banks should do under the present
circumstances?” Whatever is the strategy chosen and options adopted, certain key parameters would
largely determine the success of banks on web.

ATTIDUDE OF YOUTH TOWARDS INTERNET BANKING

We all instinctively know that mobile is a key channel for any number of things: from communications to
gaming, on to navigation through to payments. The smartphone, heralded by the arrival of the iPhone in
2007, has catalyzed change like few other inventions in recent years.

Not only will this shine a light on an unchartered segment but it should give us indicators on the next
generation of services that financial institutions need to deliver to customers whose phones have never
been anything other than smart.  We undertook this online study to get an understanding of exactly how
rapidly – and how passionately – young people today have come to regard the importance and security of
their bank’s mobile offering and services.

17
 Youth Mobile banking

We expected strong enthusiasm as this generation is the first to have opened their bank accounts with tried
and tested mobile banking

ATTITUDE OF ELEDERLY POPULATION TOWORDS INTERNET BANKING

To better understand the needs of elderly .bank customers, India following the outbreak of Covid-19,
Research carried out an online survey of 50 individuals aged over 50 years old. The majority of
respondents still had their own income and expenditure that needed to be managed, while 96% used a
mobile phone either often or very often. Although chat apps were the most popular, over 80% were
already using some kind of mobile banking app, and it appears that older consumers who understood
financial services and products are generally comfortable using technology. Factors that tended to
encourage uptake of mobile banking services by the elderly included an app’s ease of use and the impact
of marketing campaigns, whereas factors that discouraged use included fears over security and safety, and
hard to navigate user interfaces.

Online banking services

Some of the services offered are as follows

1. Opening of accounts
2. Requisition for Cheque books
3. Viewing and printing statements of accounts
4. Movement of funds between accounts within the same bank
5. Querying on status of requests
6. Opening of deposits - fixed, recurring etc
7. Transfer of funds by an account holder to any other account holder of the bank.
8. Receipt, review and payment of bills on-line
9. online shopping
10. Open

Types of online financial transactions

18
 Broadly, the electronic banking transactions can be divided into two categories:

1. Remote/ online payment transactions (transactions that do not require physical payment

instruments to be presented at the point of transactions e.g. internet banking, mobile banking, card not
present (CNP) transactions), Pre-paid Payment Instruments (PPI), and
2. Face-to-face/ proximity payment transactions (transactions which require the physical
payment instrument such as a card or mobile phone to be present at the point of transaction e.g. ATM,
POS, etc.)

19
 CHAPTER - 3

DATA ANALYSIS AND INTERPRETATION

1 . Do you use online Banking ?

options Youth Elder Percentage

population population
a. Yes 70 10 80%

20
 b. No 5 15 20%

80

70

60

50

youth
40
elider

30

20

10

0
yes no

Interpretation –

From the above chart I have interpret that 70 members of youth and 10 members of elders respond no .
and 5 members of youth and 15 members of elders respond for yes

2. Are you satisfied with the number of online banking platform ?

options Youth Elder Percentage

population population
a. yes 35 15 50%

21
 b. no 15 35 50%

40

35

30

25

20 Series 1
Series 2

15

10

0
yes no

Interpretation:

From the above chart I have interpret that 35 members of youth and 15 members of elders respond for
yes and 15 members of youth and 35 members of elders respond for no.

3. how would you rate ease of access and the usefulness of online banking ?

options Youth Elder Percentage

22
 population population
a. excellent 35 20 55%
b. poor 20 25 45%

40

35

30

25

20 yuoth
elders
15

10

0
opt a. opt b.

Interpretation:

From the above chart I have interpret that 35 members of youth and 20 members of elders respond for
excellent and 20 members of youth and 25 members of elders respond for poo

4. which is the most preferred services you look forward to avail from bank ?

Option Youth elder Percentage

23
 a. home loan 15 20 35%

b. investment 20 10 30%

c. team deposit 15 10 25%

d. none of these 5 10 15%

25

20

15

youth
elders
10

0
opt.a opt.b opt.c opt.d

Interpretation:

From the above chart I have interpret that 15 members of youth and 20 members of elders respond for
home loans and 20 members of youth and 10 members of elders respond for investment and 15 members
of youth and 10 members of elders respond for team deposit. and 5 members of youth and 10 of elders
respond for none..

5. have you performed any of the following activities online /

24
 Option youth elder Percentage

tax filling 30 10 40%

purchased /
sold financial 10 15 25%
products
neither of these 20 15 35%

35

30

25

20
youth
15 elders

10

0
optt.a opt .b opt.c

Interpretation:

. From the above chart I have interpret that 30 members of youth and 10 members of elders respond for
tax filling and 10 members of youth and 15 members of elders respond for purchase/sold financial
products and 20 members of youth and 15 members of elders respond for neither of these .

6 . how frequently do you use telephone banking services (balance enquiry, fund transfer between
accounts ). ?

25
 Option youth elder Percentage
a. less then 1 35 12 47%
b. 1-3 times 8 15 23%

c. 3-8 times 5 30 35%

40

35

30

25

20 youth
elders
15

10

0
opt.a opt. b opt . C

Interpretation

From the above chart I have interpret that 35 members of youth and 12 members of elders respond for
less then 1. and 8 members of youth and 15 members of elders respond for 1-3 times and 5 members of
youth and 30 members of elders respond for 3-8 time .

26
 6. What is the main reason that you typically visit bank branches (please choose the single most
important reason) ?
7.

Option Youth Elder Percentage

a. To make a deposit 30 20 50%
b. To get advice from investment option 5 9 14%
c. To inquiry 4 10 14%
d. To withdrawal of cash 5 17 22%

35

30

25

20
youth
elders
15

10

0
opt .a opt. b opt.c opt. d

Interpretation

From the above chart I have interpret that 30 members of youth and 20 members of elders respond
for to make a deposit and 5 members of youth and 9 members of elders respond for to get advice from
investment option . and 4 members of youth and 10 members of elders respond for to enquiry .. and 5
members of youth and 17 of elders respond for to withdrawal of cash .

8. do you think e-banking services are necessary in present scenario ?

27
 Option youth Elder Percentage

a. Yes 45 25 70%

a. no 12 18 30%

50

45

40

35

30

25
youth
elders
20

15

10

0
opt.a opt.b

Interpretation

– From the above chart I have interpret that 45 members of youth and 25 members of elders respond for
yes and 12 members of youth and 18 members of elders respond for no

9. which of the e-banking services are you aware of ?

28
 Options youth Elder Percentage
a. internet banking 45 9 54%
b. mobile banking 20 3 45%
c. debit/ credit card 10 13 23%

50

45

40

35

30

25 youth
elders
20

15

10

0
opt.a opt.b opt.c

Interpretation

. From the above chart I have interpret that 45 members of youth and 9 members of elders respond for
internet banking . and 20 members of youth and 3 members of elders respond for mobile banking . and
10 members of youth and 13 members of elders respond for debit/credit card

10. Do you feel safe while using UPI ?

29
 Options Youth Elder Percentage
a. Yes 50 20 70%
b. No 15 15 30%

60

50

40
Axis Title

30 youth
elder

20

10

0
yes no
Axis Title

Interpretation:

From the above chart I have interpret that 50 members of youth and members 20 of elders respond for
yes and 15 members of youth and 15 members of elders respond for no .

11. How frequently do you use ATM in a month ?

30
 Options Youth Elders Percentage
a. never 15 12 27%
b. 1- 2 times 30 25 55%
c. 3-8 times 2 16 18%

35

30

25

20
youths
elders
15

10

0
opt.a opt.b opt.c

Interpretation.

From the above chart I have interpret that 15 members of youth and 12 members of elders respond for
never. And 30 members of youth and 25 members of elders respond for 1-2 times and 2 members of
youth and 8 members of elders respond for 3-8times

10. How do you typically transfer money ?

31
 Options Youth Elders Percentage
a. At the bank teller 15 20 35%
b. ATM 19 16 35%
c. Mobile banking 26 4 30%

30

25

20

15 youth
elders

10

0
opt.a opt.b opt.c

Interpretation.

From the above chart I have interpret that 15 members of youth and 20 members of elders respond at the
bank teller and 19 members of youth and 16 members of elders respond for ATM. and 26 members of
youth and 4 members of elders respond for mobile banking .

13. What type of bills do you pay on mobile phones ?

32
 Options Youth Elders Percentage
a. Mobile phone bills 30 7 37%
b. Utility(water bills, electricity bills) 20 10 30%
c. Schools fees 5 8 13%
d. others 15 5 20%

35

30

25

20
youth
elders
15

10

0
opt.a opt.b opt.c opt. d

Interpretation

From the above chart I have interpret that 30 members of youth and 7 members of elders respond
for mobile phone bills and 20 members of youth and 10 members of elders respond for utility
(water bills etc) and 5 members of youth and 8 members of elders respond for school fees and 15
members of youth and 5 of elders respond for others .

14. are you comfortable with the features of mobile banking ?

33
 Options Youth Elders Percentage
a. yes 30 5 35%
b. a little 15 10 25%
c. not at all 15 25 45%

35

30

25

20
youth
15 elders

10

0
opt.a opt.b opt.c

Interpretation.

From the above chart I have interpret that 30 members of youth and 5 members of elders respond for yes.
and 15 members of youth and 10 members of elders respond for a little and 15 members of youth and 25
members of elders respond for not at all.

15. Do you think mobile banking services are cheaper then traditional banking ?

34
 Options Youth Elder Percentage
a. Yes 15 15 30%
b. No 35 35 70%

40

35

30

25

20 youth
elders
15

10

0
opt.a opt.b

Interpretation:

From the above chart I have interpret that 15 members of youth and members 15 of elders respond for yes
and 35 members of youth and 35 members of elders respond for no.

35
 CHAPTER – 5

FINDINGS , SUGGESIONS

&

CONCLUSION

36
 FINDINGS

1. .Online banking services are used by majority of people in age group of 18-30 years
2. There is less number of women who used online banking services. Because they are still unaware about
how to use banking services. It also found that financial decision has been kept in the hands of men
counterpart
3. More students are using online banking services because bank provided lots of facilities regarding
academic curriculum to them. Government employees also used online banking services in more
proportion for their service purposes
4. The users of online banking services are educated peoples. Among all, there is more number of post
graduate people who are using online banking services
5. It was our belief that online banking services basically depend upon the income level of any person.
However, there is no such relationship to start online banking services. Because there is no any limitations
on maintain the balance for online banking services
6. More number of customers said that they had taken right decision to have online banking services because
bank provide good and conventional facilities to the customers
7. It is found that most of the people were using online banking services for time saving purpose and also to
access from any ware any time

SUGGESTIONS
37
1. Bank should motivate the age group of 31 to 60 years to use online banking services for their banking
purposes.

2. Bank should adopt some new policies and incentives to the online banking customers for making large
number of transactions.

3. Bank can improve the technical and physical accessibility of online banking services.

4. Bank should provide more facilities like training program, awareness camps to all types of customers

CONCLUSION

38
The concern of this study is the online banking services and the customer satisfaction. The results showed
that there is a strong satisfaction about internet banking among all customers. Study has also shown that
the overall customers’ satisfaction regarding online banking services were found high due to cost
effectiveness and user-friendliness. However, it was found that the online baking users are not completely
satisfied with accessibility, system design and problem solving. With regards the relative importance of
the online service information of 85 online banking services, understanding Of difficulties is
regarded as the most important factor of the online banking services.

39
 CHAPTER – 6

BIBLOGRAPHY

BOOKS

40
 Sudhakar A. M., Suryanarayana (2011) “Emerging mobile banking scenario and its adoption in India: a
study”
 Rakesh H M &Ramya T J (2014)“A Study on Factors Influencing Consumer Adoption of Internet
Banking in India”
 Pooja Malhotra &BalwinderSingh (2009) “The Impact of Internet Banking on Bank Performance and
Risk: The Indian Experience”
 V. Raja, Joe A. (2012) “Global e-banking scenario and challenges in banking system”

WEBSITES

www.wikipidia.com

http//www.vedantu.com//commerce/banking-and e-banking?utm_term=social_share

41
CHAPTER –7

ANNEXURE

QUESTIONAIRS

42
1. Do you use online Banking ?
a. Yes
b. No
2. Are you satisfied with the number of online banking platforms ?
a. Yes
b. No
3. How would you rate ease of access and the usefulness of online banking ?
a. Excellent
b. Poor
4. Which is the most preferred services you look forward to avail from bank ?
a. Home loan
b. Deposit
c. Investment
d. None of these
5. Have you performed of the following activities online ?
a. Tax filling
b. Purchased/ sold financial product (stocks, bonds)
c. Neither of these
6. How frequently do you use telephone banking services in a month (balance inquiry ,fund transfer
between accounts) ?
a. Less then 1
b. 1-3 times
c. 3-8 times
7. What is the main reason that you typically visit your bank branch ( please choose the single most
important reason ) ?
a. To make a deposit
b. To get advice from investment option
c. To inquire about the balance
d. To withdraw cash
8. Do you think E – banking service are necessary in present scenario ?
a. Yes

43
b. No
9. Which of the following e – banking services are you aware of ?
a. Internet banking
b. Mobile banking
c. Debit / credit card
10. Do you feel safe using UPI ?
a. Yes
b. No
11. How frequently do you use ATM in a month ?
a. Never
b. 1-2 times
c. 3- 8 times
12. How do you typically transfer money ?
a. At the bank teller
b. ATM
c. Mobile banking
13. What type of bills do you pay on mobile phone ?
a. Mobile phone bills
b. Utility (water bills. Electricity bills )
c. Schools fees
14. Are you comfortable with the features of mobile banking ?
a. Yes
b. A little
c. Not at all
15. Do you think mobile banking services are cheaper then traditional banking services ?
a. Yes
b. No

44