CHAPTER - I

INTRODUCTION AND DESIGN OF THE STUDY

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 CHAPTER - I

INTRODUCTION AND DESIGN OF THE STUDY

1.1. Introduction

1.2. Objectives

1.3. Importance

1.4. Statement of the problem

1.5. Need for the study

1.6. Scope of the study

1.7. Review of the literature

1.8. Methodology

1.9. Sample size

1.10. Tools for analysis

1.11. Period of the study

1.12. Limitations

1.13. Chapter scheme

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 CHAPTER-I

INTRODUCTION AND DESIGN OF THE STUDY

1.1 INTRODUCTION

E-Banking implies performing basic banking transaction by customers round the

clock globally through electronic media. In banking industry E-banking services are
revolutionizing the way business is conducted. E-banking models are replacing conventional
banking system and almost of banks are rethinking business process designs and customer
relationship management strategies. Competition among banks along with the universal
forces has obliged the banks to adopt the technology changes such as internet banking,
mobile banking, ATM services, electronic fund transfer, credit card, debit card, electronic
clearing services etc. Which offers customers convenience, anywhere and anytime banking.
Internet banking facilitates for bank customers to carryout financial transactions on their own
through the use of secured internet website operated by the commercial banks a retail or
virtual bank, credit union or building society. It helps to deliver traditional banking products.
Banks have realized that the internet helps to expand their performance local into global.

Internet banking becomes popular day by day. Every person is busy with their works. They
are seeking immediate services from the banks to maximize their benefits. Instead of paper
banking now moves to the paperless banking systems. It helps to get fast services with a
minimum time and cost. Customers can use internet banking facilities during 24hours while
staying anywhere such as home, business, etc… Moreover, internet banking calls many
names such as, E-Banking, online banking or virtual banking. Bank customers can access
their accounts through the internet. Hence, customers are given their own user names and
password, by the banks to access their accounts. By using their own user name and password
they can do their all transactions without going to the banks.

1.2 OBJECTIVES

1. To analyse the socio-economic background of the sample respondent.

2. To study the awareness and usage of e-banking services among the customers of
ICICI bank and IOB bank.

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3. To analyse the factors influencing the customers to use the e-banking services
provided by ICICI bank and IOB bank.

4. To identify the problems faced by the customers of ICICI bank and IOB bank towards
e-banking services.

5. To analyse the satisfaction level of ICICI bank and IOB bank customers towards e-
banking services.

6. To make recommendations for improving the quality of the banking industry's e-

banking services.

1.3 IMPORTANCE

1.3.1 IMPORTANCE OF E-BANKING IN BUSINESS

1. Account check:
Business owner and authorised staff members can access the accounts quickly using
online banking interface. This allows them to check the account activity and also make
sure the smooth functioning of the account.
2. Enhanced productivity:
Electronic banking helps to enhance productivity. It permits the automation of regular
monthly payments and a host of other features to enhance the productivity of the
business.
1.3.2 IMPORTANCE OF E-BANKING IN BANKS
1. Lesser transaction costs:
Electronic transactions are the cheapest modes of transaction
2. A reduced margin for human error:
Since the information is relayed electronically, there is no room for human error
3. More loyal customers:
Since e-banking services are customer-friendly, banks experience higher loyalty from
its customers.

1.3.3 IMPORTANCE OF E-BANKING TO THE CUSTOMERS

1. Convenience:

A customer can access his account and transact from anywhere 24x7x365.

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2. Lower cost per transaction:

Since the customer does not have to visit the branch for every transaction, it saves him
both time and money.

3. No geographical barriers:

In traditional banking systems, geographical distances could hamper certain banking

transactions. However, with e-banking, geographical barriers are reduced.

1.4 STATEMENT OF THE PROBLEM

Electronic banking is a crucial division of banking industry. E-banking administration

is picking up the consideration of traditional banking clients quickly. It has acquired the
progressive change in Indian Banking Industries regarding client and business point of view.
Electronic banking reduced the paper works in banking, heavy crowds at banks, reduction of
time for banking transactions, and officials‟ works for the customers. The improved
technologies are resulting in customer service and efficiency. In addition, improved
technologies are resulting in customer service breakthroughs that significantly alter customer
estimations. They increase the speed of processes such as solving of customer problems,
handling of customer complaints, service delivery and handling of application. To the
customers, service means customer satisfaction, customer delight, service delivery,
customer’s relationships etc. Therefore, interest in managing the services through customer
service is considerably high. It requires setting customer service objectives in terms of
relative importance of customer service elements. Increasing competition has forced the
banks to think of better ways and means to generate better e-service qualities and services. It
is imperative to measure the level of expectation and perception on various aspects in e-
banking among the customers in order to establish the customers‟ satisfaction continuously.
The banks are working hard to meet out the customers‟ expectation and also to update their
banking services. The private sector (New and Old) banks are easily managing the situation
since their decision-making process and time is lesser compared to public sector banks.
Hence, there is a lot customer switching in banking industry. The bank managers understand
the cost of acquiring new customers is too 3 high than the cost of retaining existing
customers. But they are facing many problems to implement it. It is a serious concern for the
bank since it is highly related to the performance of the bank.

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1.5 NEED FOR THE STUDY

E-banking is the very popular term in this global world. Mobile banking has a lot of
advantages for both providers and those who avail the services. It has really become multi
beneficial. Banks do not require much investment and they do not even have to modify their
existing infrastructures. Bank can send the message in fewer effort to a huge number of
people. They need not stand in queues or face the employees. Mobile banking is cost-
effective for bankers and customers. The information can also be stored automatically in
mobiles as a proof in the form of SMS, whether sent or received. There are no geographical
limitations for e-banking services but utility of the e-banking is dependent on the awareness
of e-banking services. Generally, peoples have theoretical knowledge of banking and
different services in e-banking, but all people don’t use this knowledge in a practical way.
This research is to find whether people prefer e-banking services from public sector bank or
private sector bank.

1.6 SCOPE OF THE STUDY

Today the customers demand the bank service for 24 hrs. Now in this modern age the
entire banking structure has been changed due to wide spread e – banking technology. Now
all the business-like customers, trade, purchase and sale of goods is regarding upon e-banking
by using the advanced electronic technology the banking service are fast and economical. The
present study limited to individual customers of selected banks in Kanyakumari district.

1.7 REVIEW OF LITERATURE

Rakesh H M & Ramya T J (2014) [1], in their research paper titled “A Study on Factors
Influencing Consumer Adoption of Internet Banking in India” tried to examine the factors
that influence internet banking adoption. Using PLS, a model is successfully proved and it is
found that internet banking is influenced by its perceived reliability, Perceived ease of use
and perceived usefulness. In the marketing process of internet banking services marketing
expert should emphasize these benefits its adoption provides and awareness can also be
improved to attract consumers’ attention to internet banking services.

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 Mr. Vijay Prakash Gupta & Dr. P. K. Agarwal (2013) [2], in their research paper
“Comparative Study of Customer Satisfaction in Public Sector and Private Sector Banks in
India”. This paper gives with the introduction of liberalization policy and RBI’s easy norms
several private and foreign banks have entered in Indian banking sector which has given birth
to cut throat competition amongst banks for acquiring large customer base and market share.
Banks have to deal with many customers and render various types of services to its customers
and if the customers are not satisfied with the services provided by the banks then they will
defect which will impact economy as a whole since banking system plays an important role
in the economy of a country, also it is very costly and difficult to recover a dissatisfied
customer. Since the competition has grown manifold in the recent times it has become a
herculean task for organizations to build loyalty, the reason being that the customer of today
is spoilt for choice. It has become imperative for both public and private sector banks to
perform to the best of their abilities to retain their customers by catering to their explicit as
well as implicit needs. Many a times it happens that the banks fail to satisfy their customer
who can cause huge losses for banks and there the need of this study arises. The purpose of
this research article is to examine the customer satisfaction among group of customers
towards the public sector & private sector banking industries in India. Study is cross-sectional
and descriptive in nature. The researcher tries to makes an effort to clarify the Customer
Service satisfaction in Indian banking Sector. Descriptive research design is used for this
study, where the data is collected through the questionnaire. The information is gathered from
the different customers of the two banks, viz., PNB and HDFC bank located in the Meerut
Region, Uttar Pradesh. Hundred bank respondents from each bank were contacted personally
in order to seek fair and frank responses on quality of services in banks.

UPPAL R. K (2013)[3], made a study on “Consumer Satisfaction towards e-banking

services”. The study concluded that the customers of e-banks are satisfied with the different
e-channels and their services in the spread of e-banking services. It also suggested some
measures to make e-banking service more effective in the future. The present study is mainly
concerned with the Indian banking industry in general and particular those banks that are
producing services through e-channels.

SAFEENA (2011)[4], made a study on “Consumer Attitude on internet banking

adoption”. Mentioned the objectives to find out the awareness and the determinants to adapt
the online banking services. Findings showed that perceived usefulness, perceived ease of
use, consumer awareness and perceived risk are the important determinants of online banking

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adoption and have strong and positive effect on customers to accept the online banking
system.

1.8 METHODOLOGY

The present study “A comparative study on customer’s attitude towards e-banking

services of IOB and ICICI banks in Kanyakumari district” is an empirical study based on the
survey conducted through convenient random sampling method among the customers of IOB
and ICICI banks in Kanyakumari district. The primary data for the study has been collected
from customers of IOB and ICICI banks with the help of structured questionnaire. A copy of
the questionnaire is presented in the appendix.

The secondary data relating to the study has been collected from various journals, books,
bulletins, magazines, newspapers, periodicals, internet and unpublished books.

1.9 SAMPLING SIZE

A sample of 50 respondents was selected for the study. The researcher has adopted a simple
random sampling technique for the collection of data from the respondents.

1.10 TOOLS FOR ANALYSIS

The collected data were analysed with the help of percentage tool.

1.11 PERIOD OF THE STUDY

The study has been made during a period of 3 months.

1.12 LIMITATIONS
 The present study considers only the selected respondents in Nagercoil town.

 The research work is based on the primary data which are collected from the selected
respondents. Therefore, the findings are not to be generalised.
 This study examines only the E-Banking service quality but not the other service
quality in banks.
 The study is limited to 50 respondents only.

 Time duration is short.

1.13 CHAPTER SCHEME

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 First chapter deals with introduction and design of the study. It includes of online
banking, Objectives of the study, Importance of the study, Statement of the problem,
Need of the study, Scope of the study.
 Second chapter deals with Area profile.
 Third chapter deals with Theoretical frame work of the study.
 Fourth chapter deals with Analysis and interpretation of data.
 Fifth chapter deals with Findings, Suggestions and Conclusion.

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 CHAPTER-II

AREA PROFILE OF NAGERCOIL TOWN

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 CHAPTER-II

AREA PROFILE OF NAGERCOIL TOWN

2.1 Introduction

2.2 History of area

2.3 Demographics

2.4 Economy

2.5 Architecture

2.6 Education

2.7 Culture

2.8 Energy

2.9 Sports

2.10 Nagercoil town Railway station

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 CHAPTER-II
AREA PROFILE OF NAGERCOIL TOWN

2.1 INTRODUCTION

Nagercoil (“Temple of the Nagas”, Nagaraja – Jain Temple) is a city and

administrative headquarters of Kanyakumari District in Tamil Nadu, India. Suited close to the
tip of the Indian Peninsula, it lies on an undulating terrain between the Western Ghats and the
Arabian Sea. The city of now position in Nagercoil Corporation on 15 th biggest city of Tamil
Nadu.

The present city of Nagercoil grew around Kottar, mercantile town that dates back to
the Sangam Period. Kottar is now a locality with the city limits. For 735 years it was a central
part of the east while Travancore Kingdom and later Kerala State till almost a decade after
independence from Vritain in 1947. In 1956, Kanyakumari District, along with the town, was
merged with Tamil Nadu.

With a maturing technology start up ecosystem, the city is one of the 50 Indian cities
to be ranked in the world start up Index of 1000 cities. Nagercoil is a centre for a range of
economic activities in the small but densely populated Kanyakumari District. Economic
activities in around the city include tourism, wind energy. IT services, marine fish production
and exports, rubber and cloves plantations, agro crops, floral production, manufacture of
fishnets, rubber products among other activities.

‘Nagercoil Cloves’ is a distinct quality of dried cloves in the spices market, noted for
its aroma and medicinal value, Cloves, pepper and other spices are grown in Western Ghats,
outside, the town.

Nagercoil is also the nearest city to the ISRO Propulsion Complex, Mahendragiri and
Kudankulam Nuclear Power Plant.

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 The city, along with the district of Kanyakumari stands at the top in many HDI
parameters in Tamil Nadu State, including education, per capital income, health indices, etc.

The municipality of Nagercoil was upgraded as a Municipal corporation on the eve of

its 100th year as a city on February 14, 2019.

2.2 HISTORY OF AREA

Nagercoil derives from the Tamil expression Nagaraja Koyil, meaning “temple of Nagas”
known as the Granary of Travancore, Nagercoil not only served as the food basket of Kerala,
but was also one among the important processing units, and lace-making (export – oriented).
Nagercoil has the highest per capital income of Rs. 2,76,454 (US$3,800), making it among
the richest small cities in India spice – trading centres in the kingdom of Travancore from the
14th century onward, and maintained a trade network with Arab merchants from the pre-
Islamic era. Various Tamil and Kerala kings fought over this rich agricultural land, which
boasted six rivers. Various historians cite that the land’s climate and diverse, luxuriant
vegetation had no comparison anywhere else in Tamil Nadu.

2.3 DEMOGRAPHICS

According to the 2021 estimation, Nagercoil had an estimated population of 5,22,759

with a female-male sex ratio of 1.05, well above the national average of 0.929 females/male.
A total of 20, 241 were under age of six, constituting 10,119 males and 10,122 females.
Scheduled Castes and Scheduled Tribes accounted for 4.19% and 0.17% of the population
respectively. The literacy rate of the city was 96.99%. The city had a total of 59,997
households. There was a total of 76,345 workers, comprising 244 cultivators, 1,155 main
agricultural labourers, 2,271 in household industries, 67,050 other workers, 5,625 marginal
workers, 110 marginal cultivators, 361 marginal agricultural labourers, 447 marginal workers
in household industries and 4,707 other marginal workers.

2.4 ECONOMY

The city is a one among the 50 Indian cities to be ranked in the World Start-up Index
of 1,000 cities. The major software companies present in Nagercoil are Cape Start Inc.,
Hinduja Global Solutions, Navigant Consulting and American stock exchange NASDAQ.
The city also has small aerospace manufacturing plants and satellite fabricating firms serving

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the Indian Space Research Organizations facility in ISRO Propulsion complex, Mahendagiri.
The Regional Academic Centre for space by Indian Space Research Organization, one among
the only six incubation centres for Space Start-ups in India, is under construction in
Nagercoil. The Integral Coach Factory has small scale wind will unit. The export of 95 tons
of fruits and vegetables to the Gulf Countries through the Thiruvananthapuram airports is
major source of revenue for the city, with food processing companies generating a daily
revenue of Rs. 16.7 lakhs and an annual revenue of Rs. 6.1 billion. The flower market of
Thovalai exports 350 tons of flowers of Kerala, Europe and Middle Eastern Countries
generating an annual revenue of Rs. 250 crores. The major cottage industries like Fish-net
manufacturing, Rubber industries, Jewellery manufacturing are industries serving the
domestic and export markets. The minor cottage industries include Surgical gloves, Coir-
making, floral trade, handloom-weaving, cashew nut, spices, food-processing units, and lace-
making (export-oriented). Nagercoil has the highest per capita income of ₹2,76,454
(US$3,800), making it among the richest small cities in India.

2.5 ARCHITECTURE

The brilliant artistic influence of Kerala and British architecture marvels are seen in
the Nagercoil Palace, Nagercoil Clock Tower, Home Church, Scott Christian College, Scott
School, Carmel Higher Secondary School, St. Joseph Convent, Sethu Lakshmi Bai School,
Nagercoil Court, The Concordia Seminary, Filter House, The Salvation Army Catherine
Booth Hospital and many more heritage structures in and around the town. Among these, the
Nagercoil Clock Tower is the most visible to the outside world, situated in the heart of the
town, which was built to commemorate the visit of Sri Moolam Thirunal, the ruler of
Travancore, in 1893, and was designed by hogeorf and S. Horesly of England. The
Maharajah himself inaugurated it on 15 February of that year. The pendulum of the Clock
was made in Derbyshire by Smith of Derby Group, London. The Clock is attached to a 60-
foot-long chain with a weight, operated with pulleys through gravitational force. The Clock
in the Nagercoil Tower was presented to the Maharajah by Rev. James Duthie of the London
Missionary Society. The total cost for constructing the Nagercoil Clock Tower was Rs.
32,589 Chakrams and 12 kasu. The Maharajah of Travancore donated Rs. 1017, and the
balance was donated by the public. However, the declining interest by the government to the
uphold and preserve the heritage monuments is a cause of concern to heritage enthusiasts and
the citizens of town. The fear, that with time, the extinction of his heritage will be imminent
is growing with the demolition of a few structures.

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2.6 EDUCATION

Tamil is the official language in Nagercoil and is spoken by the majority of the
population here. In addition to Tamil, English and Malayalam are widely spoken. There are
many schools and colleges in Nagercoil that are known for their national reputation and were
established more than 150 years ago; colleges such as Scott Christian College (est. 1809),
South Travancore Hindu College (est. 1952), Holy Cross College (est. 1965), Women
Christian College and Schools such as Scott Christian Higher Secondary school (est. 1819),
Duthie Girls school (est. 1819), St. Joseph’s Convent Higher Secondary school (est. 1910),
Carmel Higher Secondary school (est. 1922), S. L. B. Government Higher Secondary school
(est. 1924).

The literacy rate is at 96.99% Higher than the national average of 74.04% and state
average of 80.09%.

2.7 CULTURE
At Vadasery, a locality in Nagercoil, the unique Temple jewellery is made. The
Vadasery Temple jewellery has Geographical Indications (GI) registry of the Government of
India. These jewelleries are used by classical dances in India.

Onam is a festival which is widely celebrated among the Malayalam - speaking

population by drawing the ‘athapoo’ on the floor.

Navaratri is uniquely celebrated here with an inter-state tradition in which the idols of
Goddess Munuthithanankai Amman from Suchindrum, Goddess Saraswati from
Padmanabhapuram Palace and Lord Kumaraswamy from Kumarakovil travels to
Thiruvananthapuram. A ceremonial welcome is given to the idols of the Gods by the officials
and representatives of the Government of Kerala. After the ten days of Navaratri festival,
they return to the respective temples with great celebrations.

2.8 ENERGY

The city has an installed windmill capacity of 1500 MW catering to 20% of the state's
renewable electricity needs. Muppandhal has emerged as the wind power hub, with plant
owners eager to cash in on the ₹2.90 per unit purchase price being offered by the Tamil Nadu
Electricity Board.

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2.9 SPORTS

Nagercoil has the distinction of housing one of the two Sports Authority of
India Centers in the state, the other being in Chennai. There are plans to make the city hub for
sports in South India by merging it with the Thiruvananthapuram and Kochi Centers with
headquarters in Thiruvananthapuram.

Sports Development Authority of Tamil Nadu (SDAT) is maintaining Aringar Anna Outdoor
Stadium in Vadasery and SDAT indoor Stadium in Konam, Nagercoil. It also has an
excellent Swimming pool for sports players.

Nagercoil also has various sports clubs that promote various sports activities. Nagercoil
Fencing Club promotes fencing sports in Nagercoil. Also, there are various Non govt sports
clubs like The District Club, The Nagercoil Club, Ramavarmapuram club, etc.

2.10 NAGERCOIL TOWN RAILWAY STATION

Nagercoil Town railway station (station code: NJT) is an NSG–5 category Indian
railway station in Thiruvananthapuram railway division of Southern Railway zone. It is a
railway station located on the Kanyakumari district in Tamil Nadu, India. It is on
the Thiruvananthapuram–Nagercoil–Kanyakumari railway line between the Aaloor railway
station and the Nagercoil Junction railway station. Nineteen trains halt on this station which
has one platform. The station is in proximity to Vadasery bus stand and Vetturnimadam.
Ananthapuri superfast express have halt here. It is very useful to passengers for perfect time
to reach the Chennai.

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 CHAPTER-III

THEORETICAL FRAME WORK OF THE STUDY

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 CHAPTER-III

THEORETICAL FRAME WORK OF THE STUDY

3.1 Indian Overseas Bank (IOB)

3.1.1 Introduction

3.1.2 IOB Mobile banking

3.1.3 History

3.1.4 Innovations of IOB banks

3.2 Industrial Credit and Investment Corporation of India (ICICI)

3.2.1 Introduction

3.2.2 ICICI Mobile banking

3.2.3 History

3.2.4 Innovations of ICICI banks

3.3 E-banking

3.3.1 Concept of E-banking

3.3.2 History

3.3.3 Services under E-banking

3.3.4 Available service through E-banking

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 CHAPTER-111

THEORETICAL FRAME WORK OF THE STUDY

3.1 INDIAN OVERSEAS BANK (IOB)

3.1.1 INTRODUCTION

Indian Overseas Bank (IOB) is a leading bank based in Chennai, India established in
1937. IOB had the distinction of simultaneously commencing operations in three branches at
Karaikudi, Chennai, and Yangon (Myanmar). Since IOB aimed to encourage overseas
banking and foreign exchange operations, it soon opened its branches in Penang and
Singapore.

Today, Indian Overseas Bank boasts of a vast domain in the banking sector with over
3300 domestic branches, three extension counters and six branches overseas as of
31.03.2012. IOB was the first bank to venture into consumer credit, as it introduced the
popular Personal Loan scheme. In 1964, the Bank started computerization in the areas of
inter-branch reconciliation and provident fund accounts. Indian Overseas Bank was one of
the 14 major banks, which were nationalized in 1969. After nationalization, the Bank
emphasized on opening its branches in rural parts of India. In 1979, IOB opened a Foreign
Currency, Banking Unit in the free trade zone in Colombo. The Bank's IT department has
developed software, which is used by its 1200 branches to provide online banking to
customers. Indian Overseas Bank also has a 19 network of about 500 ATMs throughout
India. Its International VISA Debit Card is accepted at all ATMs belonging to the Cash Tree
and NFS networks.

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 IOB also offers Internet Banking; it's one of the banks that the Government of India
has approved for online payment of taxes. Indian Overseas Bank offers investment options
like Mutual Funds and Shares. It provides a wide range of consumer and commercial banking
services, including Savings Account, Current Account, Depositary Services, VISA Cards,
Credit Cards, Debit Cards, Online Banking, Any Branch Banking, Home Loans, NRI
Account, Agricultural Loans, Payment of Bills / Taxes, Provident Fund Scheme, Forex
Collection Services, Retail Loans. IOB formulated its Web site during the month of February
in 1997.

3.1.2 IOB MOBILE BANKING

 Online Registration and Self-activation through Debit Card (Retail)

 Funds Transfer/Utility Payments
 Invest More through IPOs easily on hand clicks.
 Opening/Closure/Renewal of Deposits
 Pay your Credit Card Dues from IOB Mobile App.
 Set Standing Instruction / Auto Payment Facility for RDs and Loan Accounts.
 Generate Account Statement.
 Apply new/ replace old Debit Card directly
 Manage ATM Limit/ POS Limit and E-COM limit.
 Avail more Cash back Points through Market Place having wide access to latest
Trending Products.
 Make QR enabled UPI payments seamlessly through App.

OTHER SERVICES
 AGRI mandi price view and Weather report
 Cheque Book Request & Stop Payment of Cheque
 Mobile Recharge & Utility / BBPS Bill Payment (Electricity, Landline, DTH, Gas
Bill etc.).

3.1.3 HISTORY

I. PRE-WORLD WAR II

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 In 1937, M. Ct. M. Chidambaram Chettiyar established the Indian Overseas Bank to
encourage overseas banking and foreign exchange operations. IOB started up simultaneously
at three branches, one each in Karaikudi, Madras, and Rangoon (Yangon). It quickly opened
a branch in Penang, Kuala Lumpur (1937 or 1938), and another in Singapore (1937 or 1941).
The bank served the Nattukottai Chettiars, who were a mercantile class that at the time had
spread from Cettinad in Tamil Nadu state to Ceylon (Sri Lanka), Burma (Myanmar), Malaya,
Singapore, Java, Sumatra , and Saigon. As a result, from the beginning IOB specialised in
foreign exchange and overseas banking (see below). Due to the war, IOB lost its branches in
Rangoon and Penang, and Singapore, though the branch in Singapore resumed operations in
1942 under Japanese supervision.

II. AFTER WORLD WAR II

In 1945 or 1946 IOB opened a branch in Colombo. In 1947, IOB opened a branch in
Bangkok. Then IOB added a branch each in Ipoh, Klang, and Malacca, all in Malaya. Some
years later, in 1955, IOB opened its first branch in Hong Kong. In 1963 the revolutionary

government in Burma nationalised Indian Overseas Bank's branches in Rangoon, Mandalay,

and Moulmein, which became People's Bank No. 4.

III. THE NEW MILLENIUM

In the new millennium, international expansion picked up once again. In 2007, IOB took
over Bharat Overseas Bank. Then in 2009 IOB acquired Pune-based Shree Suvarna Sahakari
Bank, which had been established in 1969; the bank had nine branches in Pune, two in

Mumbai, and one in Shripur. As of Jun-2023, IOB has 3222 branches, 3495 ATMs and 3322
business correspondents across the country.

III.1.4 INNOVATIONS OF IOB BANKS

 Indian Overseas Bank (IOB), a public sector lender based in Chennai, has launched a
ground-breaking scheme called ‘My Account My Name,’ which enables customers to
select any name as their savings account number. This initiative, the first of its kind in the
banking industry, allows individuals to choose a personalized account number that can be
used for all transaction purposes.
The scheme offers several benefits:
1. Personalization

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 2. Easy Recall
3. Enhanced Security
 The Indian Overseas Bank recently launched a sound pressure level meter, an IoT
device initiative to solve customer grievances at the branch counter by measuring
the decibel level of the customer. This is the latest in a series of digital initiatives
launched by the Bank.
 Customer App IOB Nanban is a mobile app launched for the benefit of our
customers for performing non-financial transactions. Customers can download the
app from google play store. Location of Branches, ATMs, CDMs can be searched
using GPS in the app.
 IOB PAY, Best Payments Initiative 2017 is a composite online fee payment
platform, which can integrate with various types of individual merchants for
payment of fees, remittance of donations, etc. using any bank’s Internet banking
or Debit/Credit Cards.

3.2 INDUSTRIAL CREDIT AND INVESTMENT CORPORATION OF

INDIA (ICICI)

3.2.1 INTRODUCTION

ICICI Bank is an Indian multinational banking and financial services company

headquartered in Mumbai. ICICI Bank was established by the Industrial Credit and
Investment Corporation of India (ICICI), an Indian financial institution, as a wholly owned
subsidiary in 1955. The parent company was formed in 1955 as a joint venture of the World
Bank, India's public-sector banks and public-sector insurance companies to provide project
financing to Indian industry. The bank was initially known as the Industrial Credit and
Investment Corporation of India Bank, before it changed its name to the abbreviated ICICI
Bank. The parent company was later merged with the bank. The Bank and their subsidiaries
offer a wide range of banking and financial services including commercial banking, retail
banking, project and corporate finance, working capital finance, insurance, venture capital
and private equity, investment banking, broking and treasury products and services. They
offer through a variety of delivery channels and through their specialised subsidiaries in the
areas of investment banking, life and non-life insurance, venture capital and asset
management. ICICI Bank launched e-banking operations in 1998.

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3.2.2 ICICI MOBILR BANKING

 Mini-statements and checking of account history

 Alerts on account activity or passing of set thresholds
 Monitoring of term deposits
 Access to loan statements
 Access to card statements
 Mutual funds / equity statements
 Insurance policy management
 Funds transfers between the customer's linked accounts
 Paying third parties, including bill payments and third-party fund transfers
 Check Remote Deposit

OTHER SERVICES

 Status of requests for credit, including mortgage approval, and insurance coverage
 Check (cheque) book and card requests
 Exchange of data messages and email, including complaint submission and tracking
 ATM Location
 Loan Application

3.2.3 HISTORY

The Industrial Credit and Investment Corporation of India (ICICI) was a government
institution established on 5 January 1955 and Sir Arcot Ramasamy Mudaliar was elected as
the first Chairman of ICICI Ltd. It was structured as a joint-venture of the World Bank,
India's public-sector banks and public-sector insurance companies to provide project
financing to Indian industry. ICICI Bank was established by ICICI, as a wholly owned
subsidiary in 1994 in Vadodara. The bank was founded as the Industrial Credit and
Investment Corporation of India Bank, before it changed its name to ICICI Bank. In October
2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI and
two of its wholly-owned retail finance subsidiaries, ICICI Personal Financial Services

23
Limited and ICICI Capital Services Limited, with ICICI Bank. The merger of parent ICICI

Ltd. into its subsidiary ICICI Bank led to privatization.

In the 1990s, ICICI transformed its business from a development financial institution
offering only project finance to a diversified financial services group, offering a wide variety
of products and services, both directly and through a number of subsidiaries and affiliates like
ICICI Bank. ICICI Bank launched Internet Banking operations in 1998.

ICICI's shareholding in ICICI Bank was reduced to 46% through a public offering of
shares in India in 1998, followed by an equity offering in the form of American depositary
receipts on the NYSE in 2000. ICICI Bank acquired the Bank of Madura Limited in an all-
stock deal in 2001 and sold additional stakes to institutional investors during 2001–02. In
1999, ICICI become the first Indian company and the first bank or a financial institution from
non-Japan Asia to be listed on the NYSE.

ICICI, ICICI Bank, and ICICI subsidiaries ICICI Personal Financial Services Limited
and ICICI Capital Services Limited merged in a reverse merger in 2002. During the financial
crisis of 2007–2008, customers rushed to ICICI ATMs and branches in some locations due to
rumours of bank failure. The Reserve Bank of India issued a clarification on the financial
strength of ICICI Bank to dispel the rumours.

In 2015, ICICI unveiled an outward remittance platform called ‘Money2World’. The

first of its kind, it enabled fully online outward remittance transactions for non-ICICI and
ICICI customers alike. In March 2020, the board of ICICI Bank Ltd. approved an investment
of ₹10 billion (US$130 million) in Yes Bank, resulting in a 5% ownership interest in Yes.

3.2.4 INNOVATIONS OF ICICI BANKS

 iMobile Pay

During the year, ‘iMobile Pay’, the Bank’s super mobile application continued its path-
breaking journey by adding new features. In December 2020, ‘iMobile Pay’ was made
available to customers of other banks, a first-of-its-kind initiative. 630,000 customers of other
banks have downloaded the app till the end of March 2022. As a testimony to the user-
friendliness of the app, the value of these transactions by non-ICICI Bank account holders in
the last quarter of fiscal 2022 was nearly five times the value of their transactions in the
previous quarter.

24
  Open-for-All Digital Ecosystem for MSMEs
ICICI Bank has launched India’s first comprehensive digital ecosystem for all MSMEs in
the country, including customers of other banks. The Bank offers host of benefits – both
banking and value-added services – through the new version of InstaBIZ, the super app for
business banking.
The benefits can be put into three categories:
i) Enhanced banking services for existing customers.
ii) A bouquet of banking services to MSMEs, who are customers of other banks.
iii) A whole range of value-added services for all.

 Card-less EMI for Online Shopping

In fiscal 2022, ICICI Bank became the first in the industry to introduce convenient and
instant card-less EMI facility for online shopping. The innovative online facility came a few
months after it was introduced at retail stores. The service helped millions of pre-approved
customers to convert their high value purchases into easy EMIs instantly, without having to
use their cards.

 Trade Emerge
ICICI Bank’s ‘Trade Emerge’ is an online platform for Indian exporters and importers,
offering comprehensive digital banking as well as value-added services. This pioneering
initiative is crafted to make cross-border trade hassle-free, expeditious and convenient. An
array of services at one place eliminates the need for companies to coordinate with multiple
touchpoints.

3.3 E-BANKING

3.3.1 CONCEPT OF E-BANKING

E-banking has the potential to transform the banking business as it significantly lower
transaction delivery cost. E-banking implies the provision of banking products and services
through electronics delivery channels. E-banking has been around for quite some time in the
form of ATM’s and Telephone transactions for customers; internet offers faster access is
more convenient and available around the clock irrespective of the customer’s location. For
banks, it is a much more efficient and cost saving channels. E-banking is about providing

25
traditional banking functions via the internet to perform e-banking the customer does not
need to have any special software installed in the PC with just an internet connection the
customer can correct to the banks secure, log in and do the necessary transactions at any time
from just about anywhere. There are times when the bank customers want to know their bank
balances or make urgent payment and a visit to a branch is not convenient. E-banking can
solve these problems. The E-Banking services have providing various services such as,
Corporate net banking, FX online, Online taxes, Internet Banking, Bill Pay, Smart Money
order, Prepaid Mobile Charge, Trade MIS, Top Online Schemes, Salary Book, Online-
Payment, Speed money Transfer, Mobile Banking, Tele Banking etc.

3.3.2 HISTORY

The first home banking service was offered to consumers in December 1980 by
United American Bank, a community bank with headquarters in Knoxville, Tennessee.
United American partnered with Radio Shack to produce a secure custom modem for
its TRS-80 computer that allowed bank customers to access their account information
securely. Services available in its first years included bill pay, account balance checks, and
loan applications, as well as game access, budget and tax calculators and daily newspapers.
Thousands of customers paid $25–30 per month for the service. he first videotext banking
service in France was launched on December 20, 1983, by CCF Bank (now part of HSBC).
Videotext online Banking services eventually reached 19% market share by 1991

When the clicks-and-bricks euphoria hit in the late 1990s, many banks began to view
web-based banking as a strategic imperative. In 1996 OP Financial Group, a cooperative
bank, became the second online bank in the world and the first in Europe. The attraction of
online banking is fairly obvious: diminished transaction costs, easier integration of services,
interactive marketing capabilities, and other benefits that boost customer lists and profit
margins. Additionally, online banking services allow institutions to bundle more services into
single packages, thereby luring customers and minimizing overhead.

By 2018, the number of digital banking users in the U.S. reached approximately 61
percent. By 2000, 80% of U.S. banks offered e-banking. Customer use grew slowly.

In 1998, ICICI Bank introduced internet banking to its customers.

3.3.3 SERVICES UNDER E-BANKING

26
1. MOBILE BANKING:

Mobile banking (otherwise called M-banking) is a name utilised for performing account
exchanges or transactions, bill payments, credit applications, balance checks, and other
financial exchanges through a mobile phone like a Personal Digital Assistant (PDA) or cell
phone.

2. ELECTRONIC CLEARING SYSTEM (ECS):

The Electronic Clearing System is a creative provision for occupied individuals. With this
provision, an individual’s credit card bill is consequently charged from the same individual’s
savings bank account, so one doesn’t have to stress over missed or late payments.

3. SMART CARDS:

A smart card is a card that stores data on a microchip or memory chip or a microprocessor
in lieu of the magnetic stripe found on debit cards and credit cards. Smart cards are not
utilised for transferring or moving monetary data alone, but also, they can be utilised for an
assortment of identification grounds. Exchanges made with smart cards are scrambled or
encrypted to shield the exchange of data from one party to another. Each encoded exchange
can’t be hacked and doesn’t transmit any extra data past what’s required for finishing the
single exchange or transaction.

4. ELECTRONIC FUNDS TRANSFER (EFT):

Electronic fund transfer (EFT) is the electronic exchange of cash starting with an
individual account in the bank to another individual account of the same bank, or within or
with other financial institutions or with multiple institutions, by means of personal
computers-based frameworks, without the immediate intercession of bank staff.

5. TELEPHONE BANKING:

Telephone banking is an assistance given by a bank or other monetary foundation or other

financial institutions, that empower clients to perform via telephone a scope of monetary
exchanges which don’t include cash or financial instruments, without the need to visit an
ATM or a bank branch.

6. INTERNET BANKING:

27
 Web-based banking is an assistance presented by banks that permits account holders to
get their record information by means of the web or the internet. Web-based banking or
Internet banking is otherwise called “Web banking” or “Online banking.”

Internet banking through customary banks empowers clients to play out every standard
exchange, for example, bill payments, balance requests, stop-payment requests, and balance
inquiries. Some banks even proposition online credit card and loan applications.

Account data can be acquired day or night, and should be possible from any place.

7. HOME BANKING:

Home banking is the most common way of concluding the monetary exchange from one’s
own home as opposed to using a bank’s branch. It incorporates making account requests,
moving cash, covering bills, applying for credits, and directing deposits.

3.3.4 AVAILABLE SERVICES THROUGH E-BANKING

1. ACCOUNT MANAGEMENT:
One can view account balances, transaction history, and account statements.
2. FUND TRANSFERS:
Transfer money between accounts, including peer-to-peer transfers and payments to
other banks.
3. BILL PAYMENTS:
Pay utility bills, Credit card bills, Loans and other regular expenses electronically.
4. MOBILE WALLETS:
Digital Banking also allows individuals to store money digitally and make payments
for various services and products using a mobile wallet app.
5. FIXED DEPOSITS:
Through digital banking, one can also open and manage fixed deposit accounts with
their bank.
6. SAVINGS AND CURRENT ACCOUNTS:
Open, manage and close savings and current accounts through digital banking
platforms.
7. ATM SERVICES:
It also allows customers to locate nearby ATMs, check ATM balances and set ATM
withdrawal limits.

28
8. CREDIT CARD MANAGEMENT:
One can also view their credit card transactions, pay bills and manage rewards using
the digital banking platforms.

CHAPTER – IV

ANALYSIS AND INTREPRETATION OF DATA

29
 CHAPTER – IV

ANALYSIS AND INTREPRETATION OF DATA

4.1 INTRODUCTION

This chapter brings out the analysis and interpretation of the study. It exposes the attitude of
customers towards IOB and ICICI banks. Various collected data were grouped and tabulated.
They were revealed by the following charts and tables.

30
4.2 AGE-WISE CLASSIFACTION OF RESPONDENT

Table No. 4.1

AGE-WISE CLASSIFICATION

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

BELOW 20 19 38

21-30 24 48

31-40 5 10

ABOVE 40 2 4

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.1 indicates that 38 percent of the respondents are belong to the age group
below 20. 48 percent of the respondents are between the age group of 21-30. 10 percent of
the respondents are between 31-40 and 4 percent of the respondents are above 40.

31
 Figure 4.1

AGE-WISE CLASSIFICATION

0 10 20 30 40 50 60

Above 40 31 - 40 21 - 30 Below 20

32
4.3 GENDER-WISE CLASSIFICATION OF THE RESPONDENTS

Table 4.2

GENDER-WISE CLASSIFICATION

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

MALE 9 18

FEMALE 41 82

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.2 shows that among the respondents 82 percentage of the respondents are
female. Remaining 18 percent of the respondents are males.

33
 Figure 4.2

GENDER-WISE CLASSIFICATION

18

82

Male Female

34
4.4 EDUCATIONAL-WISE CLASSIFICATION OF THE
RESPONDENTS

Table 4.3

EDUCATIONAL-WISE CLASSIFICATON

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

UP TO HR.SEC 13 26

DIPLOMA 6 12

UG/PG 20 40

OTHERS 11 22

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.3 shows that 40 percent of respondents are UG/PG students. 12 percent of
the respondents are Diploma students. 26 percent of the respondents are up to high school and
remaining 22 percent of the respondents are others.

35
 Figure 4.3

EDUCATIONAL-WISE CLASSIFICATON

0 5 10 15 20 25 30 35 40 45

Others UG / PG Diploma Up to Hr. Sec

36
4.5 OCCUPATION-WISE CLASSIFIACTION OF THE RESONDENTS

Table 4.4

OCCUPATION-WISE CLASSIFICATION

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

BUSINESSMAN 14 28

PRIVATE EMPLOYEE 8 16

PUBLIC EMPLOYEE 5 10

STUDENTS 15 30

OTHER 8 16

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.4 shows that 30 percent of the respondents are students. 16 percent of the
respondents are others. 16 percent of the respondents are private employees. 28 percent of the
respondents are businessman. 10 percent of the respondents are public employees.

37
 Figure 4.4

OCCUPATION-WISE CLASSIFICATION

35

30

25

20

15

10

Businessman Private employee Public employee Student Others

38
4.6 MARITAL STATUS OF THE RESPONDENTS

Table 4.5

MARITAL STATUS OF THE RESPONDENTS

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

MARRIED 10 20

UNMARRIED 40 80

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.5 shows that 80 percent of respondents are unmarried. Remaining 20 percent of the
respondents are married.

39
 Figure 4.5

MARITAL STATUS OF THE RESPONDENTS

20

80

Married Unmarried

40
4.7 MONTHLY INCOME OF THE RESPONDENT

Table 4.6

MONTHLY INCOME OF THE RESPONDENTS

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

BELOW RS. 5000 2 42

RS. 5000 - 10000 17 34

RS. 10000 - 50000 8 16

ABOVE RS. 50000 4 8

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.6 shows that 42 percent of respondents are receiving income below 5000. 34
percent of the respondents are receiving income between Rs. 5000-10000. 16 percent of the
respondents are receiving income between Rs. 10000-50000. 8 percent of the respondents are
receiving income above Rs. 50000.

41
 Figure 4.6

MONTHLY INCOME OF THE RESPONDENTS

0 5 10 15 20 25 30 35 40 45

Above Rs. 50000 Rs. 10000 - 50000 Rs. 5000 - 10000 Below Rs. 5000

42
4.8 BANK PREFERANCE OF THE RESPONDENTS

Table 4.7

BANK PREFERANCE OF THE RESPONDENTS

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

IOB 11 22

ICICI 39 78

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.7 shows that 78 percent of the respondents prefers ICICI bank. 22 percent
of the respondents prefers IOB bank.

43
 Figure 4.7

BANK PREFERANCE OF THE RESPONDENTS

22

78

ICICI IOB

4.9 PURPOSE OF USING E-BANKING

Table 4.8

PURPOSE OF USING E-BANKING

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

CASH WITHDRAWAL 18 36

BALANCE CHECK 15 30

VIEW TRANSACTION 10 20

44
 MINI STATEMENT 7 14

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.9 shows that 36 percent of the respondents use e-banking for cash
withdrawal. 30 percent of the respondents use e-banking for balance check. 20 percent of the
respondents use e-banking for viewing transactions. 14 percent of the respondents use e-
banking for mini statement.

Figure 4.8

PURPOSE OF USING E-BANKING

45
 40

35

30

25

20

15

10

Cash withdrawal Balance check View transaction Mini statement

4.10 FACTORS INFLUENCED TO USE E-BANKING

Table 4.9

FACTORS INFLUENCED TO USE E-BANKING

46
 PARTICULARS NO. OF RESPONDNETS PERCENTAGE

EASY BANK 15 30

CONVENIENCE IN USE 10 20

TRUST AND SECURITY 8 16

FASTER TRNSACTION 8 16

FAST CASH
7 14
WITHDRAWAL

QUE AVOIDANCE 2 4

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.9 shows that 30 percent of the respondents were influenced to use e-
banking for easy bank. 20 percent of the respondents were influenced to use e-banking for
convenience. 16 percent of the respondents use e-banking for trust and security. 16 percent of
the respondents use e-banking for faster transaction. 14 percent of the respondents use e-
banking for fast cash withdrawal and 4 percent of the respondents use e-banking for que
avoidance.

Figure 4.9

FACTORS INFLUENCED TO USE E-BANKING

47
 0 5 10 15 20 25 30 35

Que avoidance Fast cash withdrawal Faster transaction

Trust Convenience Easy bank

4.11 E-BANKING SERVICE USED

Table 4.10

48
 PARTICULARS NO. OF RESPONDENTS PERCENTAGE

MOBILE BANKING 29 58

ONLINE BANKING 12 24

ATM 9 18

TOTAL 50 100

E-BANKING SERVICE USED

Sources: Primary

INTERPRETATION

The above table 4.10 shows that 58 percent of the respondents use e-banking service as
mobile banking. 24 percent of the respondents as online banking. 18 percent of the
respondents as ATM.

Figure 4.10

49
 E-BANKING SERVICE USED

0 10 20 30 40 50 60 70

ATM Online banking Mobile banking

4.12 TIME PERIOD OF E-BANKING SERVICE

50
 Table 4.11

TIME PERIOD OF E-BANKING SERVICE

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

1-12 MONTHS 12 24

1-2 YEARS 19 38

2-3 YEARS 8 16

MORE THAN 3 YEARS 11 22

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.11 shows that 24 percent of the respondents are using e-banking services
within a year. 38 percent of the respondents use e-banking services for 1-2 years. 16 percent
of the respondents use e-banking services for 2-3 years and 22 percent of the respondents use
e-banking services for more than 3 years.

Figure 4.11

TIME PERIOD
51
 40

35

30

25

20

15

10

1 - 12 months 1 - 2 years 2 - 3 years More than 3 years

4.13 PROBLEM FACED

Table 4.12

52
 PROBLEM FACED

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

NETWORK PROBLEM 20 40

PROCESSING TIME 10 20

LACK OF
OPERATIONAL 8 16
KNOWLEDGE

INSECURITY 7 14

RECEIPT NOT
5 10
RECEIVED

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.12 shows that 40 percent of the respondents face network problem. 20
percent of the respondents face problem in processing time. 16 percent of the respondents
lack operational knowledge. 14 percent of the respondents face problems on insecurities and
10 percent of the respondents does not receive receipts.

Figure 4.12

PROBLEM FACED

53
 0 5 10 15 20 25 30 35 40 45

Receipt not received Insecurity Lack of knowledge

Processing time Network problem

4.14 OPINION ON ACCURACY OF E-BANKING

Table 4.13

54
 OPINION ON ACCURACY OF E-BANKING

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

NEUTRAL 23 46

SATISFIED 20 40

DISSATISFIED 7 14

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.13 shows that 46 percent of respondents staying neutral on the accuracy of
e-banking. 40 percent of the respondents are satisfied and 14 percent of the respondents are
dissatisfied.

Figure 4.13

OPINION ON ACCURACY OF E-BANKING

55
 0 5 10 15 20 25 30 35 40 45 50

Dissatisfied Satisfied Neutral

4.15 USAGE OF E-BANKING

Table 4.14

56
 USAGE OF E-BANKING

PARTICULARS NO. OF RESPONDENTS PERCENTAGE

THROUGH PHONE 25 50

THROUGH INTERNET
10 20
CENTRE
THROUGH OWN
7 14
COMPUTER

AT SHOP 5 10

OTHERS 3 6

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.14 shows that 50 percent of the respondents use e-banking through phone.
20 percent of the respondents through internet Centre. 15 percent of the respondents through
own computer. 10 percent of the respondents at shop and remaining 5 percent of the
respondents through others.

Figure 4.14

USAGE OF E-BANKING

57
 60

50

40

30

20

10

Phone Internet centre Own computer At shop Other

4.16 RECOMMENDATION

Table 4.15

RECOMMENDATION

58
 PARTICULARS NO. OF RESPONDENTS PERCENTAGE

YES 39 78

NO 11 22

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.15 shows that 78 percent of the respondents would recommend their
chosen bank’s e-banking services to others. 22 percent of the respondents would not
recommend to others.

Figure 4.15

RECOMMENDATION

59
 22

78

Yes No

4.17 OVERALL EXPERIENCE

Table 4.16

OVERALL EXPERIENCE

60
 PARTICULARS NO. OF RESPONDENTS PERCENTAGE

SATISFIED 20 40

NEUTRAL 19 38

DISSATISFIED 11 22

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.16 shows that 40 percent of the respondents are satisfied with their overall
experience. 38 percent of the respondents staying neutral and 22 percent of the respondents
are dissatisfied.

Figure 4.16

OVERALL EXPERIENCE

61
 0 5 10 15 20 25 30 35 40 45

Dissatisfied Neutral Satisfied

4.18 INFLUENCE

Table 4.17

INFLUENCE

62
 PARTICULARS NO. OF RESPONDENTS PERCENTAGE

FRIENDS 19 38

RELATIVES 18 36

MEDIA 7 14

OTHERS 6 12

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.17 shows that 38 percent of the respondents were influenced to use e-
banking by friends. 36 percent of the respondents were influenced by relatives. 14 percent of
the respondents were influenced by media and the remaining 12 percent of the respondents
were influenced by others.

Figure 4.17

INFLUENCE

63
 0 5 10 15 20 25 30 35 40

Others Media Relatives Friends

4.19 MOSTLY USED FOR

Table 4.18

MOSTLY USED FOR

64
 PARTICULARS NO. OF RESPONDENTS PERCENTAGE

RECHARGE 22 44

BILL PAYMENT 20 40

OTHER 8 16

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.18 shows that 44 percent of respondents use e-banking for recharging. 40
percent of the respondents use e-banking for bill payment. And 16 percent of the respondents
use e-banking for other purpose.

Figure 4.18

MOSTLY USED FOR

65
 50

45

40

35

30

25

20

15

10

Recharge Bill payment Other

4.20 FREQUENCY

Table 4.19

FREQUENCY

66
 PARTICULARS NO. OF RESPONDENTS PERCENTAGE

SOMETIMES 19 8

RARELY 15 30

OFTEN 12 24

ALWAYS 4 38

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.19 shows that 38 percent of the respondents use e-banking always. 30
percent of the respondents use it rarely. 24 percent of the respondents use it often and 8
percent of the respondents use it sometimes.

Figure 4.19

FREQUENCY

67
 40

35

30

25

20

15

10

Sometimes Rarely Often Always

4.21 RATINGS

Table 4.20

RATINGS

68
 PARTICULARS NO. OF RESPONDENTS PERCENTAGE

BELOW AVERAGE 21 10

AVERAGE 17 14

GOOD 7 34

EXCELLENT 5 42

TOTAL 50 100

Sources: Primary

INTERPRETATION

The above table 4.20 shows that 10 percent of the respondents rate their chosen e-banking
service as 3-5 (below average). 14 percent of the respondents as 5-7(average). 34 percent of
the respondents as 7-9 (good). 42 percent of the respondents as 10 (excellent).

Figure 4.20

RATINGS

69
45

40

35

30

25

20

15

10

Below average Average Good Excellent

70
 CHAPTER – V

FINDING, SUGGESTIONS AND CONCLUSION

CHAPTER – V

FINDING, SUGGESTIONS AND CONCLUSION

71
5.1 Introduction

5.2 Findings

5.3 Suggestion

5.4 Conclusion

CHAPTER – V

FINDING, SUGGESTIONS AND CONCLUSION

72
5.1 INTODUCTION

Customer’s attitude towards e-banking services of IOB and ICICI banks in Kanyakumari
district is studied on the basis of data collection for 4 months. The details of finding,
suggestions and conclusion are stated in this chapter.

5.2 FINDINGS

 Majority (48 percent) of the respondents are between the age group of 21-30.

73
  82 percent of the respondents are females and the remaining 18 percent of the
respondents are male.
 Majority (40 percent) of the respondents are students of UG/PG.
 Majority (30 percent) of the respondents are students.
 The study reveals that 80 percent of the respondents are unmarried and 20 percent of
the respondents are married.
 Most of the respondents were from the income group below Rs. 5000 (i.e.) 42 percent.
 Majority of the respondents prefer ICICI bank over IOB bank.
 Majority (36 percent) of respondents use e-banking for cash withdrawal.
 Easy banking influenced majority (30 percent) of the respondents to use e-banking.
 Majority (58 percent) of the respondent use e-banking service for mobile banking.
 Majority (38 percent) of the respondents have been using e-banking for 1-2 years.
 Majority (40 percent) of the respondents face network problem.
 Majority (46 percent) of the respondents staying neutral on accuracy of e-banking.
 Majority (50 percent) of the respondent use e-banking through phone.
 Majority (78 percent) of the respondents recommends their chosen bank to others.
 Majority (40 percent) of the respondents were satisfied with overall e-banking
experience.
 Majority (38 percent) of the respondents were influenced by friends to use e-banking
services.
 Majority (44 percent) of the respondents mostly use e-banking for recharge.
 Majority (38 percent) of the respondents use e-banking services always.
 Majority (42 percent) of respondent’s rate e-banking services as 10 (Excellent).

5.3 SUGGESTION

 Make customers more aware with banking transactions.

74
  Provide good e-payment system.
 Employees of the banks should provide good services to the customers and they can
maintain good customer relationship.
 Attention should be paid for the continuous supervision and monitoring of the quality
of e-banking services provided by bank.
 Both IOB and ICICI bank should try to give individual attention to the bank
customers.
 Bankers have to adopt the right strategies to attract different age group and give more
information about the e-banking services.
 Most of the customers prefer e-banking for quickness. So, banks should try in all the
ways that e-banking is working 24 hours round the clock and service is available to
customers without any hassles.
 Online Customers are mainly concerned on safety issues so the banks should educate
their customers on the safety use of their passwords and pin numbers and it should
insist the customers that they should change the passwords and pin numbers
frequently so no unauthorized fraudulent practices happen in the online banking.
 E-banking services must be maintained properly by banks and it must always be in a
proper working Condition.
 Problems of technical nature resulting in debiting of customer account without
dispensing of cash should be rectified.
 Banks must ensure that the technology adopted by them is the latest and most
efficient.

5.4 CONCLUSION

75
 The study has tried to find out the attitude of customer selecting e-banking service and
perception of customers regarding the service quality dimension between IOB and ICICI
banks
The study reveals that there are major differences in attitude of the IOB and ICICI
bank customers towards e-banking services. Customer attitude towards ICICI bank are more
positive than IOB bank.
The profile of the customers plays an important role in the determinants of the usage
of e-banking.
The customer services of IOB bank is rather slow and poor. Whereas the customer
services in ICICI bank is far better.
ICICI bank uses latest and fast technology and are updated to today’s need.

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BIBILIOGRAPHY

BIBLIOGRAPHY

77
WEBSITE ADDRESS

 http://www.sourashtracollege.com/images/Sreeja%20synopsis.pdf
 https://www.iob.in/iob-mobile-banking
 https://en.wikipedia.org/wiki/Nagercoil
 https://en.wikipedia.org/wiki/Nagercoil_Town_railway_station
 https://www.ijsrp.org/research-paper-0913/ijsrp-p2193.pdf
 https://ijcrt.org/papers/IJCRT1813550.pdf
 https://kanniyakumari.nic.in/agri/
 https://www.jetir.org/papers/JETIR2111168.pdf
 https://www.shanlaxjournals.in/wp-content/uploads/ASH_V5_N3_054.pdf
 https://en.wikipedia.org/wiki/Online_banking
 https://groww.in/banking/digital-banking
 https://en.wikipedia.org/wiki/ICICI_Bank
 https://en.wikipedia.org/wiki/Indian_Overseas_Bank
 https://www.toppr.com/guides/business-economics-cs/money-and-banking/e-
banking/
 https://economictimes.indiatimes.com/indian-overseas-bank/
infocompanyhistory/companyid-11713.cms

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APPENDIX

79
COMPARATIVE STUDY OF CUSTOMER ATTITUDE TOWARDS E-
BANKING SERVICES OF IOB AND ICICI BANK IN KANYAKUMARI
DISTRICT

QUESTIONNAIRE

1. Name:
2. Age:
Below 20 years ☐ 21 – 30 years ☐

31 – 40 years ☐ Above 40 years ☐

3. Gender:
Male ☐ Female ☐

Others ☐

4. Educational qualification:
Up to High
☐ Hr. Sec / Diploma ☐
school
UG / PG ☐ Others ☐
5. Occupation:
Businessman ☐ Student ☐
Private
☐ Public employee ☐
employee
Others ☐
6. Marital status:
Married ☐ Unmarried ☐
7. Monthly income:

Below Rs. 5000 ☐ Rs. 5000 - 10000 ☐

Rs. 10000 - ☐ Above Rs. 50000 ☐

80
 50000
8. Preferred bank:
IOB ☐ ICICI ☐
9. How long have you been using E-Banking?
1 – 12 months ☐ 1 – 2 years ☐

2 – 3 years ☐ Above 3 years ☐

10. How frequent do you use E-Banking?

Rarely ☐ Sometimes ☐

Often ☐ Always ☐
11. Which bank’s E-Banking services do you use?
IOB ☐ ICICI ☐
12. Which bank offers better service convenient and
effective?
IOB ☐ ICICI ☐
13. How would you rate the security measures provided by
your chosen bank for E-Banking transactions?
Poor ☐ Fair ☐

Good ☐ Excellent ☐
14. Purpose of using E-Banking:
Cash
☐ Mini statement ☐
withdrawal
Balance check ☐ View transactions ☐

15. Factors influenced you to use the E-Banking:

81
 Easy bank ☐ Que avoidance ☐
Trust and Processing of
☐ ☐
Security transactions
Convenience in
☐ Faster transactions ☐
use
Fast cash
☐
withdrawal
16. Which E-Banking service do you use?
Mobile
☐ Online banking ☐
banking
ATM ☐ Other ☐
17. Have you ever faced any issues while using E-Banking
service?
Yes ☐ No ☐
18. Problems faced while operating E-Banking:
Network
☐ Processing time ☐
problem
Insecurity ☐ Receipt not received ☐
Lack of
Transaction takes too
operational ☐ ☐
much time
knowledge
19. What is your opinion on accuracy of transaction in E-
Banking?
Satisfied ☐ Neutral ☐

Dissatisfied ☐
Satisfied Neutral Dissatisfied

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20. Time
☐ ☐ ☐
keeping:
21. Customer
☐ ☐ ☐
service:
22. High
☐ ☐ ☐
technology:
23. E-Banking
☐ ☐ ☐
service:
24. Technology
☐ ☐ ☐
availability:
25. How do you use E-Banking?
Through own
☐ Through phone ☐
computer
Through internet
☐ At shop ☐
Centre
26. Would you recommend your chosen bank’s E-Banking
service to others?
Yes ☐ No ☐
27. How would you rate overall experience with E-Banking
service proved by your chosen bank?
Satisfied ☐ Neutral ☐

Dissatisfied ☐

28. Who influence to choose E- banking?

Relative ☐ Friends ☐

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 Media ☐ Other ☐
29. For what do you use E-Banking the most?
Bill payment ☐ Recharge ☐

Other ☐
30. Rate the services of E-Banking:
0 -3 3–5
☐ ☐
(poor) (below average)
5–7 7–9
☐ ☐
(average) (good)
10
☐
(excellent)

84