E-BANKING (SBI)

E-Governance Presentation

Presented by -
Nikita Rathore (2019IMG-041)
Palak Jain (2019IMG-043)
Parth Lawania (2019IMG-045)
 INTRODUCTION
State Bank of India (SBI) is a public sector and the largest bank in India, with a significant
market share in the country's banking industry. As of March 2021, SBI accounted for total
assets of INR 43.81 trillion (approximately USD 586 billion).

SBI offers various banking services, including e-banking services, which allow customers to
perform banking transactions online. Its digital banking app, YONO (You Only Need One), has
been a major success, with over 35 million registered users as of March 2021. YONO allows
customers to perform various transactions, including banking, shopping, booking travel
tickets, etc.
 1
Internet Banking :
allows customers to access their accounts online

2
Mobile Banking:
YONO, allows customers to perform various transactions

E=BANKING
3
SERVICES ATM Services:
allow customers to withdraw cash, deposit cash and cheques

4
Card Services:
debit cards, credit cards, and prepaid cards

5
Online Investment Services:
allow customers to invest in various financial products
BENEFITS
AND
Convenience Accessibility
FEATURES

Environmentally Time-saving and

Secure
friendly Cost-saving
 SERVICE DESIGN ARCHITECTURE

Customer needs and Service delivery Service processes: Service quality: Service innovation:
requirements: channels:

Includes understanding Includes online banking, Services to be user- High standards of quality Innovates its e-banking
customer preferences for mobile banking, and other friendly and easy to by testing and optimizing services to enhance the
online banking digital platforms navigate, also ensure the services customer experience and
security and privacy offer new and relevant
features
KANO MODEL
The Kano model is a customer satisfaction model that
categorizes product or service attributes into five
categories: must-haves, one-dimensional, attractive,
indifferent, and reverse.
 METHODOLOGY

1
2 3 4
Selection And 5
Comparison of Selected Questionnaire
Sorting Of KANO evaluation
attributes Attributes preparation
Attributes
 SELECTED ATTRIBUTES
Mobile Banking
e- Transaction
Internet Banking
Debit Card
Ease and speed of website navigation in Internet banking
Trust in the security of online banking website
Appearance of Website
BHIM SBI Pay
 QUESTIONNAIRE PREPARATION

FUNCTIONAL QUESTIONS GENERAL RATING QUESTION

The question is posed positively, for eg. If the The question is utilized to evaluate
service has this feature, rate your level of present satisfaction when compared to
satisfaction. other options, for eg How do you currently
rank on this attribute?

DYSFUNCTIONAL QUESTIONS
The question is posed negatively, for eg. Rank
your level of satisfaction if the service lacked
this feature.
 1
Strongly Dissatisfied

2
Dissatisfied
OPTIONS FOR
RATING 3
Neutral
QUESTION
4
Satisfied

5
Strongly Satisfied
 I like it that way

It must be that way

OPTIONS FOR
FUNCTIONAL & I’m neutral

DYSFUNCTIONAL
I can live with it that way
QUESTION
I dislike it that way
 QUESTIONNAIRE

Q1. Rate your satisfaction if SBI E-Banking has Mobile Banking

feature?
Q2.How satisfied would you be without SBI Mobile Banking
feature?
Q3.Rate your current satisfaction on SBI Mobile Banking feature.
 QUESTIONNAIRE

Q4. Rate your satisfaction if SBI E-Banking has E-Transactions.

Q5. How satisfied would you be with SBI E-Banking without E-
Transactions?
Q6. Rate your current satisfaction on SBI E-Transaction.
 QUESTIONNAIRE

Q7. Rate your satisfaction if SBI E-Banking has Internet Banking?

Q8. How satisfied would you be if SBI E-Banking didn't offer Internet
Banking?
Q9. Rate your current satisfaction on SBI Internet Banking.
 QUESTIONNAIRE

Q10. Rate your satisfaction if SBI E-Banking has Debit Card facility?
Q11. Rate your satisfaction if SBI E-Banking did not have Debit Card
facility?
Q12. Rate your current satisfaction on SBI Debit Card facility.
 QUESTIONNAIRE

Q13. Rate your satisfaction if SBI E-Banking has easy to use website
navigation in Internet Banking?
Q14. Rate your satisfaction if SBI E-Banking did not have easy to use
website navigation in Internet Banking?
Q15. Rate your current satisfaction on ease of use of SBI's banking
website.
 QUESTIONNAIRE

Q16. How important is to you that SBI's banking website is secure and
that you trust its security.
Q17. How would you feel if SBI online banking does not seem secure to
you.
Q18. Rate your current satisfaction regarding security of SBI's banking
website.
 QUESTIONNAIRE

Q19. How much you are satisfied with the visual appeal of SBI's
banking website ?
Q20. How would you feel if SBI's banking website does not look
attractive in design?
Q21. How satisfied are you with the overall look of SBI's banking
website?
 QUESTIONNAIRE

Q22. Rate your satisfaction if SBI E-Banking has BHIM-SBI Pay feature?
Q23. Rate your satisfaction if SBI E-Banking did not have BHIM-SBI Pay
feature?
Q24. Rate your current satisfaction on BHIM SBI-Pay
KANO EVALUATION
 Satisfaction Coefficient (S):
Si = (Oi + Ai)/(Oi + Ai + M i + Ii)

Dissatisfaction Coefficient (D):

Di = (Oi + M i)/(Oi + Ai + M i + Ii)

MATHEMATICAL
Present Satisfaction Position (P):
FRAMEWORK P = (((S − D) ∗ (Max − L))/(Max − Min)) + D

Potential Customer Satisfaction Index (PCSI) :

PCSI Index = S − P

L is the Mean satisfaction level

Max is Maximum Current Satisfaction Rating for the attributes
Min is Minimum Current Satisfaction Rating for the attributes
 P-S MATRIX
The P-S matrix is a key component of the Kano model and is used to
classify product attributes based on their impact on customer
satisfaction.

The P-S matrix stands for "Performance" and "Satisfaction." The

Performance axis measures how well a product attribute performs,
while the Satisfaction axis measures how satisfied customers are with
that attribute.

There are four stages to the P-S matrix-based distribution analysis

process. The labels for the quadrants are ”Nice” when both the PCSI
index and L are high, ”Careful” when the PCSI index is low,
”Appropriate” when the PCSI index is low but the L is high, and
”Concerned” when both the PCSI index and L are low.
 A1 A2 A3 A4 A5 A6 A7 A8

E- Ease Of Beautiful
Mobile Internet Trust In BHIM SBI
Transaction Debit Card Website User
Banking Banking Security Pay
s Navigation Interface

Unknown 12 6 6 12 12 6 12 0

Indifferent 12 12 18 18 6 6 30 18

RESULTS
Reverse 0 0 0 0 0 0 0 0

Must have 0 24 24 24 18 18 6 6

Performanc
12 12 6 0 18 24 6 24
e

Delighter 18 0 0 0 0 0 0 6

Primary Performanc Performanc

Delighter Must have Must have Must have Must have Indifferent
Category e e
 A1 A2 A3 A4 A5 A6 A7 A8

Ease Of
Mobile E- Internet Trust In Beautiful User
Debit Card Website BHIM SBI Pay
Banking Transactions Banking Security Interface
Navigation

Mean
3.55555555 3.66666666 3.77777777 3.77777777 3.44444444 3.88888888 3.33333333 3.88888888
Satisfaction

Max
5 5 5 5 5 5 5 5
Satisfaction

Min
2 3 2 3 2 2 2 3
Satisfaction

RESULTS S 0.71428571 0.25 0.125 0 0.42857142 0.5 0.14285714 0.55555555

D 0.285714285 0.75 0.625 0.571428571 0.857142857 0.875 0.285714285 0.555555555

P 0.492063492 0.416666666 0.421296296 0.222222222 0.634920634 0.736111111 0.206349206 0.555555555

Primary
Delighter Must have Must have Must have Must have Performance Indifferent Performance
Category

PSCI index 0.222 -0.167 -0.296 -0.222 -0.206 -0.236 -0.063 0

RESULTS
 Nice Attributes: BHIM SBI-Pay

Promote digital payment system through campaigns and outreach programs.

Careful Attributes: Mobile Banking and Attractive User Interface

Invest in UX research, develop a functional and user-friendly interface, ensure security and

reliability of mobile banking system.

RESULTS Concerned Attributes: Ease of Website Navigation

Improve website navigation by simplifying design and ensuring easy access to essential

information.

Appropriate Attributes: E-Transactions, Debit Card, Internet Banking and Trust in Security.

Invest in latest security measures, improve internet banking services, provide reliable e-

transaction options.
 CONCLUSION
In conclusion, this study utilized the Kano model to evaluate customer satisfaction with SBI's
e-banking services and identified eight major attributes. The Kano model accurately
estimated the current level of customer satisfaction, and the P-S matrix conjunction tool was
used for portfolio analysis. The results provide valuable insights into customer perceptions
and preferences in the banking industry, which can be used by SBI to improve its e-banking
services and enhance customer satisfaction.

It is recommended that SBI continues to invest in its e-banking platform to meet the evolving
demands of customers and remain competitive in the industry. Overall, this study emphasizes
the importance of customer satisfaction in the banking industry and highlights the need for
continuous improvement to meet customer needs.
 LIMITATIONS
The study is limited to the case of SBI e-banking services, and the results may not be
generalizable to other banks or industries.
The Kano model is based on customer perceptions and preferences, which may not always
reflect their actual behavior or choices.
The study relies on customer feedback and surveys, which may be subject to response bias
or sampling errors.
The P-S matrix conjunction tool is only one of several possible methods for portfolio
analysis, and its results may not be applicable to other contexts or criteria.
 FUTURE SCOPE
Further research could extend the analysis to other banks or financial institutions, and
compare their results to those of SBI e-banking services.
The study could be expanded to include other factors that affect customer satisfaction,
such as service quality, pricing, or brand reputation.
The P-S matrix conjunction tool could be refined or stakeholder perspectives, to provide
more targeted insights for strategic decision-making.
THANK YOU
RESULTS
RESULTS CONT..
 SELECTED ATTRIBUTES

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