A STUDY ON AWARENESS OF E-BANKING SERVICES

A STUDY ON AWARENESS OF E-BANKING

SERVICES
Submitted in partial fulfillment of the requirement for the reward of

BACHELOR OF COMMERCE

By PRIYA S LAMANI

U15OL21C0076

BACHELOR OF COMMERCE

SCHOOL OF MANAGEMENT STUDIES

RCUB

BLDEA’S BASAVESHWAR ARTS & COMMERCE COLLEGE

BASAVAN BAGEWADI

(DEEMED TO BE UNIVERSITY)

AUGUST-2023-24

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

DECLARATION

I PRIYA LAMANI (U15OL21C0076). Hereby declare that the Project Report entitled
“A STUDY ON AWARENESS OF E-BANKING SERVICES” done by me under the
guidance of Professor C. P. Dhadekar. Basavehwar Arts &Commerce College is submitted in
partial fulfillment of the requirements for the award of Master of Bachelorofdegree.

DATE:

PLACE: CHENNAI ARAVIND SURYA. R

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

ACKNOWLEDGEMENT

I am pleased to acknowledge my sincere thanks to Board of Management of

SATHYABAMA for their kind encouragement in doing this project and for completing it
successfully. I am grateful to them.

I convey my sincere thanks to Dr. BHUVANESWARI G., Dean, School of Business

Administration and Dr. PALANI A., Head, School of Business Administration for providing
me necessary support and details at the right time during the progressive reviews.

I would like to express my sincere and deep sense of gratitude to my Project Guide Dr.
J.RANI, for her valuable guidance, suggestions and constant encouragement paved way for
the successful completion of my project work.

I wish to express my thanks to all Teaching and Non-teaching staff members of the School
of Business Administration who were helpful in many ways for the completion of the project.

ARAVIND SURYA.R

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

Abstract

Virtual Banking/E-Banking/online Banking/Internet Banking/personal computer

banking/home banking/remote electronic banking/phone banking, these are the synonyms for
the Electronic Banking. The term E-Banking covers both computer and telephone banking.
These two types of banking involve the usage of passwords. It came into existence due to
Innovation in Technology and competition among the existing banking organizations, who
displays their banking products and services for easy accessibility to the customers which can
be delivered through the internet. The rapid development of E-banking services carries risks
as well as benefits. Hence, it is the responsibility of the bankers to recognize, manage and to
address banking institutions in cautious and sensible way according to the fundamental
characteristics and challenges of E-Banking services. Electronic banking and finance is the
penetrating mechanism with a variety of services especially in the banking sector. Globalization and
technological advancement like kiosks and internet brought many products and services like ATMs,
Smart cards, Online Banking which is facilitating electronic payment, Plastic money services,
Brokerages and foreign exchange transactions, which automatically leads to wide access of B2B and
B2C business domains. The website technology has totally transformed the banking business. The
success of Internet banking depends upon the well designed website of a bank. India has 155
scheduled banks with 99,218 ATM network (June-
2012). SBI leads the pack with 22,469 ATMs followed by Axis Bank with 10,337 ATMs. In India E-
Finance are governed by several acts like IT act-2000, Central bank guidelines on internet banking
etc. Even it has many advantages; E-Finance in banking sector has associated with many risks like
security risk, System architecture and design etc. So this paper discusses the impact of E-Finance on
banking sector, its various products and services, diverse risk associated with electronic banking
services and its solutions to tackle these challenges. The study is based on exploratory research
mainly on qualitative analysis.

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TABLE OF CONTENTS

CHAPTER NO. TITLE PAGE NO

ABSTRACT i
LIST OF TABLES ii
LIST OF CHARTS ii

1 INTRODUCTION 1

1.1Introduction 2

1.2 Electronic Banking 3

1.3 Importance of e- banking in the present India 4

1.4 Tools and services of e-banking 4

1.5 Types of E-Banking 6

1.6 Statement of Problem 7

1.7 Significance of the Study 2

1.8 Scope of the Study 8

1.9 Objective of the Study 8

1.10 Limitations 8

2 2.1 REVIEW OF LITERATURE 9

3 3.1 RESEARCH METHODOLOGY 15

3.2 Research Design 16

3.3 Sources of Data 16

3.4 Sampling Technique 16

3.5 Tools Used 17

3.6 Hypothesis/ Analytical Tools 17

4 DATA ANALYSIS AND INTERPRETATION 18

4.1 Percentage analysis 19

4.2 Pie Diagram 18

4.3 Bar Diagram 20

5 FINDINGS, SUGGESTIONS AND CONCLUSION 38

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5.1 Findings of the Study 39

5.2 Suggestions 40

5.3 Conclusion 41
REFERENCES 42
WEBSITES 43
APPENDIX – I (Questionnaire) 44

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LIST OF TABLE

TABLE NO. PARTICULARS PAGE NO.

4.1 Gender of the respondents 19
4.2 Educational Qualification of the respondents 20
4.3 Occupation of the respondents 21
4.4 Annual income of the respondents 22
4.5 Bank Account of Consumers 23
4.6 Types of Bank Accounts 24
4.7 Duration of Using banks Services 25
4.8 Awareness About E-Banking Services 26
4.9 Source of Knowing E-Banking Services 27
4.10 Level of Awareness About Various E-Banking 28
Services
4.11 Most Familiar Fund Transfer 29
4.12 Usage Of Banking Services 30
4.13 E-Banking Personally Adopted 32
4.14 Influenci ng Factors to Prefer Banking 33
Services
4.15 Limiting Factors Faced by Customers While 34
Operating Transaction
4.16 Opinion About Various Factors Regarding E- 35
Banking Services
4.17 Chi-Square Test 36

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LIST OF CHARTS

CHARTS NO. PARTICULARS PAGE NO.

4.01 Gender of the respondents 19

4.02 Educational Qualification of the respondents 20

4.03 Occupation of the respondents 21

4.04 Annual income of the respondents 22

4.05 Bank Account of Consumers 23

4.06 Types of Bank Accounts 24

4.07 Duration of Using banks Services 25

4.08 Awareness About E-Banking Services 26

4.09 Source of Knowing E-Banking Services 27

4.10 Level of Awareness About Various E-Banking 28

Services
4.11 Most Familiar Fund Transfer 29

4.12 Usage Of Banking Services 30

4.13 E-Banking Personally Adopted 32

4.14 Influenci ng Factors to Prefer Banking Services 33

4.15 Limiting Factors Faced by Customers While 34

Operating Transaction
4.16 Opinion About Various Factors Regarding E- 35
Banking Services

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CHAPTER - 1

1.1 INTRODUCTION

Now a day’s information technology plays a vital role in banking sector. Day by day
increasing change in technology world, it leads to improve E-Banking services of various
banks. In banking industry in the past, large queues could be observed for payment utility
bills or for cash withdrawals/deposits. The banks are succeeded to reduce this queue through
uses of latest technology, but still busy common people are demanding less time methods for
banking transactions. In this regard, banks are going utilize internet facility for customer’s
transactions. This method will reduce paper work, and will give quick response to customer
while they remain in their office or at home. It provides various advantages to customers of
various banks. Now a days people are educated more than older days, today human lives
become machine oriented and they don’t have enough time to visit bank branch than even
before.

E-Banking means providing banking products and services through electronic delivery
channels like ATM, internet banking, telephone banking and other electronic delivery
channels. Internet banking highly useful to the customer one who have computer with internet
connection, they need not visit bank branch for their business transactions. Simply they can
transact anywhere, anytime if they have internet connection by dialing the telebanking
number customer can get various facilities like Cheque book request, balance enquiry etc…E-
Banking includes the system that enables the financial institution customers, individual or
business, to access accounts, transact business, or obtain information on financial products
and services through a public or private network, including the internet. Customers access E-
Banking services using an intelligent electronic device, such as personal computer (PC),
automated teller machine (ATM), kiosk or mobile phone.

Electronic banking is a high-order construct, which consists of several distribution channels.

It should be noted that electronic banking is a bigger platform than just banking via the
internet. The term electronic banking can be described in many ways. In a very simple form,
it can mean the provision of information or services by a bank to its customers, via a
computer, television, telephone, or mobile phone (Daniel, 1999). Electronic banking has
different types of delivery channels: telephone, PC, mobile and the internet. Moreover,
Personal Computer allow customer to use all E-Banking facility at home without go to bank.
It gives customers

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a variety of services so they can move money between accounts, pay bills, check balances,
and buy and sell mutual funds, securities and also submit electronic loan applications through
PC Banking. A mobile banking service is the newest service in electronic banking Customers
can check their balance and make adjustments between accounts, account transactions,
payments etc. Internet is the interconnection of computer communication networks which
enable the customer to perform all the banking activities over the internet. It is the latest wave
in the information technology. The NET is changing everything, from the way of conduct
commerce and the way of distribution of information. Several benefits of strong electronic
service have also been identified as including satisfied and retained customers, attraction of
new customers, development of customer relationships, increased sales and market shares,
enhanced corporate image, reduced costs and increased profit margins and business
performance.

The main advantage regarding E-Banking is that is availability 24 hours a day and 7
days a week. Customer’s perception and life style plays important role in growth of E-
Banking system.

The fact is that the customers are even not using all of E-Banking products and
services offered by the bank. So there arise the necessity for the study of customer’s
awareness and perception towards E-Banking services.

1.2 ELECTRONIC BANKING

Meaning

E-banking also known as internet banking, online banking or virtual banking is an

Electronic payment system that enables customers of a bank or other financial institution to
conduct a range of financial transactions through the financial institution’s website. To
access a financial institution’s online facility, a customer with internet access would need to
register with the institution for the service, and set up a password and other credentials for
the verification. For other E-banking facilities, necessary procedures are to be done
according to banker’s instructions. For the use of ATM facility, the card must be availed.
There are two ways to offer Internet banking. First, an existing bank with physical offices
can establish a web site and offer Internet banking in addition to its traditional delivery
channels. Second, a bank

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may be established as a “branch less, Internet only, or virtual bank” without any physical
branch.

1.3 IMPORTANCE OF E- BANKING IN THE PRESENT INDIA

E-banking is information technology based banking. Under this system, the banking Services
are delivered by a computer-controlled system. In India, E-banking is of fairly recent origin.
In this fast moving technological world, every human activity is transforming to technology
based, and the human life style also changed with this a lot of. So, a speed and convenient
system is necessary in the banking sector also. Here comes the use and effectiveness of e-
banking with the present world’s requirements. E -banking ensures 24 hours of service to its
customers. The cost of transactions and effort for the access is negligibly small compared to
the traditional banking system. The Indian government has put a reasonable care to this
system and announced various programs and schemes like Digital India, Jan- dhan- yojana,
Adhar linking with bank accounts, cashless economy initiatives etc. It is hopeful that Indian
banking sector is fairly mature and also they are trying to make innovations in this sector.
The shops keepers are very willing to install the POS swiping facility to simplify the money
transactions with customers and dealers.

1.4 TOOLS AND SERVICES OF E-BANKING

1.4.1 TOOLS OF E- BANKING

 Automated Teller Machine

The Automated Teller Machines are computerized telecommunication device that provides
financial institutions customers a method of financial transactions in a public space without
the need for a human clerk or bank teller. These are meant for balance enquiries, cash
withdrawals and many other facilities depending upon policies of the bank. This requires a
valid Customer Id and password to log in and is therefore safe to be used.

 Debit Card

Debit Cards is another advanced technology of the electronic banking. Now-a- days,
these cards are the multi-purpose cards and can be used in ATMs for balance

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Enquiry and cash withdrawal or can be used for easy shopping at various counters. Debit
Cards ensure the automatic deduction of amount from the account just by scratching it on the
machine.

 Credit Card

A credit card system is a type of retail transaction settlement and credit system, named
after the small plastic card issued to users of the system. In the case of credit cards, the
issuer lends money to the consumer. Credit cards become very popular in India with the
introduction of foreign banks in the country.

 Smart Card

A Smart card is a plastic card used for storing and retrieving personal information.
Normally, it is the size of a credit card and contains electronic memory and possibly an
embedded integrated circuit.

 Kiosk machine

A kiosk is a small, free structure that displays information or provides a service. Kiosks can
be manned or unmanned, and unmanned kiosks can be digital or non- digital. In business,
kiosks are often used in locations with high foot traffic. In shopping mall, For example an
unmanned, non –digital kiosk can be placed near entrances to provide people passing by
with directions or promotional messaging
.manned kiosks temporarily set up in Aisles can provide businesses that have seasonal sales
cycles with a cost effective way to display wares, and digital kiosks placed near movie
theatres can provide online banking or ticket sales services.

1.4.2 E-BANKING SERVICES

 Online Bill Payment Service

Each bank has tie - ups with various utility companies, service providers and
insurance companies, across the country. You can facilitate payment of electricity and
telephone bills, mobile phone and insurance premium bills. To pay your bills, all you need to
do is complete a simple one-time registration for each biller. You can

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also set up standing instructions online to pay your recurring bills, automatically. Generally,
the bank does not charge customers for online bill payment.

 Fund Transfer

You can transfer any amount from one account to another of the same or any
another bank. Customers can send money anywhere in India. Once you login to
your account, you need to mention the payee’s account number, his bank and the
branch.

The transfer will take place in a day or so, whereas in a traditional method, it takes
about three working days

1.5 Types of E-Banking

 Internet banking

Internet banking is the use of internet as a delivery channel for the banking services,
including traditional services, such as opening an account, or transferring funds among
different accounts, as well as new banking services such as electronic bill presentment and
payment, which allow the customers to pay and receive the bills on a bank's web site. There
are two ways to offer internet banking. First, an existing bank with physical offices can
establish a web site and offer internet banking in addition to its traditional delivery
channels. Second, a bank may be established as a 'branchless',' Internet only', or 'virtual'
bank. The Reserve Bank of India constituted a working group on Internet Banking.

 Mobile banking

Mobile banking is a service provided by a bank or other financial institution that allows
its customers to conduct financial transactions remotely using a mobile device such as a
smart phone or tablet .it uses software, usually called app, provided by the financial
institution for the purpose. It is available on a 24 hour basis.

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 SMS banking

It is a form of mobile banking. It is a facility used by some banks or other financial

institutions to send messages (also called notifications or alerts) to Customers
mobile phones using SMS messaging, or a service provided by them which enables
customers to perform some financial transactions using SMS.

 Telephone banking

Telephone banking is one of the most popular banking .it is a service provided by a bank or
other financial institution, that enables customers to perform a range of financial transactions
over the telephone, without the need to visit a bank branch or ATM . it cannot be used for
cash documents (such as Cheques ) for which customers must visit an ATM or bank branch.

1.6 STATEMENT OF PROBLEM

With the changing environment, banks implemented various E-Banking facilities to the
consumer’s one after the other. It includes internet banking, mobile banking, SMS banking
and telebanking etc. According to consumer’s interest and convenience they can use the –
Banking transactions through online 24hrs services without hassle. Due to rapid change in
technology and the delivery channels have been introduced. Despite these possibilities, there
are various psychological and behavioral issues such as reluctance to change trust in one’s
bank, security concerns, preference of human interference and like impede the growth of E-
Banking. In this regard a study has been undertaken on the topic consumer perception towards
E-Banking services.

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1.7 SIGNIFICANCE OF THE STUDY

In the light of digital India and the central government’s initiative on cashless transaction
economy, it is relevant to study the consumer’s perception towards E- Banking services. It is
important to be aware of the facilities and its usage and what are their concerns for not using
E-Banking. This is an attempt to know the consumer perception towards E-Banking services.

1.8 SCOPE OF THE STUDY

Today the customer demands the bank’s services for 24 hours. Now in the modern age entire
banking structure has been changed due to widespread internet technology. Now all
businesses like commerce, trade, import, export, purchase and sale of goods is relying upon
electronic banking by using advanced electronic technology the banking services are fast and
economical.

1.9 OBJECTIVES OF THE STUDY

 To identify the awareness of E-Banking services.

 To know the perception towards E-Banking services.
 To study various services of E-Banking.
 To understand various problems faced by consumers while using E-
Banking services.
 To obtain suggestions for the improvement of E-Banking services.

1.10 LIMITATIONS

 Accuracy of data depends upon the information’s provided by the respondent

 Respondents were reluctant to respond.
 Incomplete information from the respondents.

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CHAPTER-2

REVIEW OF LITERATURE

2.1 REVIEW OF LITERATURE

A Few studies had been made which were indirectly helpful to this investigation. Reviews of
such studies are presented below:

Srivastva (2006) Found that (1) perceived risk with online shopping, (2) past experience with
online shopping, (3) perceived benefits of online shopping, (4) perceived ease of online
shopping, and (5) perceived\ uncertainty of online shopping are the factors that affect the
customer perception regarding E-banking.

Kesseven (2007) Said that the mostly used E-Banking services are inter account transfer,
payment to other personal account, transfer to credit card account, recharge mobile phones
among others. Comparing demographic variables of the internet banking users to the non-
internet banking users, the analysis reveals that there is no significant difference between the
two group of users with respect to age group and the education level of the respondents.

Srinivasan (2007) investigated that in specified region of Karnataka, channel convenience,

channel control and channel security plays an important role in the selection of channels.
Some regions still see people who are struck to branch banking and are not ready for a change
in mindset. Across Telebanking was not popular since it was not perceived as a safe and
convenient channel.

Vardhman (2007) Said Online Banking - The Need of the Modern Professional- Internet
Banking has been so popular in the countries it has been implemented in so far due to certain
reasons. Online Banking makes the regular transactions for a client

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Rao, K. Rama Mohana and Lakew, Tekeste Berhanu (2011) examines the service quality
perceptions of customers of public sector and private sector banks in the city of
Visakhapatnam, India. The author reveals that the Reliability and Assurance dimensions of
service quality scored the highest ratings while the Tangibles dimension got the lowest score.
Moreover, the study found a strong dissimilarity in service quality perceptions between
customers of private sector and public sector banks.

Uppal, R.K (2011) Threw light on growth of information technology in various banks. The
objective of this research is to analyze the extent of technological developments in various
bank groups. Findings shows as compared to ne w private sector banks and foreign banks, in
public sector banks very less IT has taken place. The maximum technology is taking place
in new generation private sector banks and foreign.

Dharma lingam S. Anand Kannan, V. (2012) Evaluated the service quality in retail banking
in the Tamil Nadu, based on different levels of customers’ perception regarding service
quality. Data are collected from Three Private Banks, i.e. ICICI, AXIS and HDFC Bank. The
result indicates that customers’ perception is highest in the tangibles area and lowest in the
Product Variety area.

Dr. Shamsher Singh (2014) Researched on customer perception of e-banking. This paper
has examined the adoption and impact of e-banking among the customers of different banks.
The banks in India are racing to use this latest technology to reduce speedy and time efficient
with little or no paperwork involved. There is no need for standing in long queues any more
for making a deposit or getting a withdrawal. Banking has turned into a 24/7 service with the
bank always available to their client their operational costs and increase customer base. E-
banking is a term used for performing balance checks, account transactions, payments etc.

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R. Elavarasi, Dr. S. T. Surulivel (2014) Examined that mean age of e-banking users were
mostly men as compared to women. The major finding is that there is an increasing change in
technology world and it leads to improve e- banking services in various banks.

Sunil Kumar (2015) Has done a study on consumer awareness and usage of e - banking
services. The result of this research was found to be that, the consumers are not frequently
using these services but they have strong desire to use these services in future. The present
study is being undertaken to analyze how the banks have been exploring the feasibility of
using mobile phones as an alternative channel of delivery of banking services.

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CHAPTER 3
RESEARCH METHADOLOGY

1.7 RESEARCH METHADOLOGY

Research design

The present study is designed as an Exploratory Research is the research

conducted to know the nature of problem and does not intend to provide a
conclusion but a better idea.

Source of data

Under this study both primary and secondary data are used. The primary data is collected by
filling the questionnaire from the consumers of Vijayapur.

Sampling

A. Sample size: 100 samples

B. Sample area: Vijayapur

C. Sampling method: Random sampling method

Tools used

A. Data collection tools:

i. Primary data: Questionnaire

ii. Secondary data: Books, journals, websites.

B. Data analysis tools:

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For the purpose of analysis the information obtained through primary

data the tools used are percentages, weighted average, chi-square test.

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C. Data analysis tools:

For the purpose of analysis the information obtained through primary data
the tools used are percentages, weighted average, chi-square test.

D. Data presentation tools:

The tools used for presentation are tables, graphs, charts, and diagrams.

1.6 HYPOTHESIS

H0: The educational qualification and level of awareness about E-Banking services are
independent.

H1: The educational qualification and level of awareness about E-Banking services are
dependent.

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CHAPTER 4
ANALYSIS AND INTERPRETATION

GENDER WISE CLASSIFICATION

Table no: 4.01

Number of respondents
Gender Percentage

Male 52 52

Female 48 48

Total 100 100

Source: Primary data

Chart no: 4.01

Femal
e 48%
Mal
e
52%

INTERPRETATION

Male respondents are more than female respondents; they constitute 52 per cent and only
48 per cent from female respondents.

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EDUCATIONAL QUALIFICATION OF RESPONDENTS

Table no: 4.02

Education qualification Number of respondents percentage

Up to SSLC 22 22

HSC 27 27

UG 20 20

PG 17 17

Others 14 14

Total 100 100

Source: primary data

Chart no: 4.02

3
0

2
5

2
0 %

1
5

1
0 Up to SSLC UG PG Others
HSC
5

INTERPRETATION

27 per cent are studied up to HSE and 17 per cent are post graduates.20 % is graduates. It is
clear that majority of respondents aware of E-Banking services because they are educated.

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OCCUPATION OF REPONDENTS

Table no: 4.03

Occupation Number of respondents Percentage

Gov. employee 18 18

Private employee 46 46

Self employed 15 15

Others 21 21

Total 100 100

Source: primary data

Chart no: 4.03

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

Govt. employee Privateee5ere

Self employed Others

INTERPRETATION

It is clear from the table that 46 % of the respondents are private employees. Only 18 per cent
of respondents are fall in the category of Govt. employee. It is clear that the maximum
Number of persons can adopt E-Banking services because of their busy daily life.

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ANNUAL INCOME OF RESPONDENTS

Table no: 4.04

Annual income No. of respondents Percentage

Below 1 lakh 52 52

1 lakh – 3 lakh 40 40

3- 5 lakh 8 8

Total 100 100

Source: primary data

Chart no: 4.04

60

50

40

30 %

20

10

0
3to5L 1to3L Below1L

INTERPRETATION

52 percent of respondents are having the annual income of below 1lakh. Only 8 per cent
respondents are earning above 3lakh. At the same time 40 per cent respondents are earning 1-
3lakh.

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BANK ACCOUNT OF CONSUMERS

Table no: 4.05

Category No. of respondents Percentage

SBI 49 49

Federal 20 20

HDFC 16 16

Others 15 15

Total 100 100

Source: primary data

Chart no: 4.05

6
0

5
0

4
0 %

3
0

2
0 SBI Federal HDFC Others

1
0

INTERPRETATION

Among the total respondents ,49% of respondents are the customers of SBI,20 %
respondents are Federal bank,16 % of respondents are the customers of HDFC,15
% of them are customers of others banks.

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TYPE OF BANK ACCOUNT

Table no. 4.06

Type of bank account No. of respondents percentage

Savings a/c 80 80

Current a/c 4 4

Recurring deposit a/c 6 6

Fixed deposit a/c 10 10

Total 100 100

Source: primary data

Chart no: 4.06

Fixed deposit a/c

Recurring deposit a/c

%
Current a/c

Savings a/c

0 20 4060 80100

INTERPRETATION

From the above table that is clear that most (80 per cent) customers have savings account in
the bank. Savings accounts are mainly opened for increasing saving habits of the people.10
per cent have fixed deposits. Only 4 per cent have current account. Current accounts are
mainly opened by the business man.

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DURATION OF USING BANKING SERVICES

Table no: 4.07

Period No. of respondents percentage

< 1 year 13 13

1-2 year 23 23

2-3 year 17 17

>3 year 47 47

Total 100 100

Source: primary data

Chart no: 4.07

< 1 year
13%
>3
year 1-2
year
47%
23%

2-3 year
17%

INTERPRETATION

The analysis reveals that 47 per cent of respondents are using banking services for more than
3 years. Only 13 per cent of them are using banking services for less than 1 year.

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AWARNESS ABOUT E-BANKING SERVICES

Table no: 4.08

Response No. of respondents percentage

Yes 74 74

No 26 26

Total 100 100

Source: primary data

Chart no: 4.08

No 26%

Yes 74%

INTERPRETATION

Most of the customers are aware about E-Banking services. At the same time 26 per cent of
customers are not aware of E-Banking services. They are aware about ATM only. Mainly
educated respondents are aware about E-Banking services provided by the bank.

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SOURCE OF KNOWING E-BANKING SERVICES (RANKING)

Table no: 4.09

source Rank 1 Rank 2 Rank3 Rank 4 Rank 5

Bank officials 32 20 8 32 8

Advertisement 20 8 32 20 20

Family 8 44 8 20 20

Friends 20 20 32 20 8

Others 20 8 20 8 44

Source Ran Ran Rank Rank Rank Mean square Rank

k1 k2 3 4 5
Bank officials 160 80 24 64 8 2.52 5

Advertisement 100 32 96 40 20 2.88 3

Family 40 176 24 40 20 3 2

Friends 100 80 96 40 8 3.24 1

Others 100 32 60 16 44 2.36 4

Chart no: 4.09

6
5
4
3
2
1
0
Rank

INTERPRETATION

Most customers came to know E–Banking services from friends and secondly from families.
3rd rank goes to advertisement .Last rank goes to others. They came to know E-Banking
services also from other services include co-workers.

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

LEVEL OF AWARENESS ABOUT VARIOUS E-BANKING SERVICES

Table no: 4.10

Percentag e
SERVICES HW A N LA HNA

Online bill 210 88 57 22 6 77

payment
Fund 180 112 24 22 17 71
transfer
Ticket 145 132 42 24 12 71
booking
Shopping 210 108 33 24 8 77

Lending 100 76 42 40 27 57

Recharging 320 80 9 22 2 87

Source: primary data

Chart no: 4.10

100
90
80
70
60
50
40
30 Percentage
20
10
0

INTERPRETATION

Most of the customers (87per cent) are highly aware about recharging service.77 per cent of
customers are aware about online bill payment.71 per cent of respondents are aware about
fund transfer and ticket booking. Only 57 per cent of customers are aware about lending
service provided by the bank.

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

MOST FAMILIAR FUND TRANSFERS

Table no: 4.11

Category No. of respondents Percentage

EFT 50 50

RTGS 22 22

UPI 9 9

NEFT 19 19

Total 100 100

Source: primary data

Chart no: 4.11

NEFT 19%

UPI 9% EFT 50%

RTGS 22%

INTERPRETATION

Among the total respondents, 50 % of respondents are more familiar with EFT (Electronic
fund transfer), 22 % of respondents are familiar with RTGS (Real time gross settlement),
19% of respondents are familiar with NEFT (National electronic fund transfer), and
remaining are familiar with UPI (United payment scheme).

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

USAGE OF BANKING SERVICES

Table no: 4.12

Us
e No. of respondents percentage

Regularly 14 14

Often 39 39

Occasionally 25 25

Sometimes 14 14

Rarely 8 8

TOTAL
100 100

Source: primary data

Chart no: 4.12

40

35

30

25

20

15

10

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

INTERPRETATION

It is clear from the table that 39 per cent of respondents are using E-Banking often.14 per
cent respondents are using regularly.8 per cent of respondents are rarely using E-Banking
service. This is because of their unawareness about using E- Banking services.

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

E-BANKING SERVICES PERSONALLY ADOPTED

Table no: 4.13

E-Banking services No. of respond en ts that are personally

adopted
ATM/debit cards 100

Mobile banking 22

Internet banking 26

Cash deposit machine 56

Credit card 24

Tele banking 9

Any other 46

Source: primary data

Chart no: 4.13

100
90
80
70
60
50
40
30 No. of respondents that are person
20
10
0

INTERPRETATION

From the above table it is clear that all respondents have ATM card. Only are using mobile
banking facility. Credit card facility is using by only 24 persons. Cash deposit machine is
using by 56 persons. 46 persons are using other E-Banking services like SBI buddy, self-
service kiosk etc.

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

INFLUENCING FACTORS TO PREFER BANKING SERVICES

Table no: 4.14

Factors SA A N DA SDA percentage

Easy 280 156 15 0 0 90

Accessibility

Time saving & 250 124 33 12 2 64.2

money saving
Innovative and 60 72 160 16 6 64.4
efficient services
Ensure security 190 224 15 2 0 82.2

Relevance after 75 72 156 26 2 66.2

demonetization
Source: primary
data

Chart no: 4.14

90
80
70
60
50
40
30
20
%
10
0

INTERPRETATION

As per the opinion of the respondents, highest influencing factor is easy accessible (90%),
next most influencing factor is ensure security (86%), and third influencing factors are both
time saving, money saving and efficient services(64 %), and the least influencing factor is
demonetization

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

LIMITING FACTORS FACED BY CUSTOMERS WHILE

OPERATING TRANSACTION (RANKING)

Table no: 4.15

Factors Rank1 Rank2 Rank3 Rank

4
Fear about security 56 32 11 1

Lack of through knowledge 35 25 22 18

Networking problem 44 29 18 9

Pseudo massages received 36 45 12 7

Factors Rank1 Rank2 Rank3 Rank4 Mean Rank

square
Fear about security 224 96 22 1 3.43 1

Lack of through knowledge 140 75 44 18 2.77 4

Networking problem 176 87 36 9 3.28 2

Pseudo massages received 144 135 24 7 3.1 3

Chart no: 4.15

4.5
4
3.5
3
2.5
2
1.5 Rank
1
0.5
0
Fear about Lack of Networking Pseudo
security Through Problem messages
knowledge received

INTERPRETATION

As per the opinion of respondents, highest limiting factor is fear about security, second
limiting factor is networking problem, third limiting factor is pseudo massages received, and
the lowest limiting factor is lack of through knowledge.

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

OPINION ABOUT VARIOUS FACTORS REGARDING E-BANKING

SERVICES

TABLE NO: 4.16

Factors Very low Low Average High Very Percentage

high
Overall trust 0 4 147 160 45 71.2

Trust in 2 40 174 64 20 60
technology

Security 0 22 177 80 40 64.2

form

Fraud 0 8 129 184 35 72.4

24 hour 0 18 54 112 225 81.8

service

Source:
Primary data

Chart no: 4.16

90

80

70

60

50

40

30 Percentage

20

10

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

INTERPRETATION

As per the opinion of respondents, 24 hour service is the factor that leads the respondents to
use E-Banking services (82%), other factor is fraud, then third factor is overall trust, and the
last factor leading to is overall trust in technology.

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A STUDY ON AWARENESS OF E-BANKING SERVICES

CHAPTER 5

FINDINGS, SUGGESTIONS AND

CONCLUSIONS

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

5.1 FINDINGS

It is found that majority of the respondents are aware about E-Banking services provided by
the BANK. But only some of the respondents are using these services. Major findings are;

 ATM is the most preferred E-Banking service to the respondents.

 80% of the respondents are using savings bank deposit of the bank.

o 47% of the people are started to using E-Banking services from more than 3
year. This is because most of the people are using at least ATM facility
provided by the bank.

 Majority of the respondents are aware the E-Banking services from their
friends and relatives.

 87% of respondents are aware about recharging service provided by the

bank.50 % of the respondents is more familiar with EFT.

 39% of respondents using E-Banking service in often.

 Only some respondents are using internet banking and mobile banking facility. Most
of them aware about mobile banking and internet banking even though they are not
using such facilities.

 90% of the respondents have the opinion the most influencing factor is that it is
easily accessible.

 The limiting factors faced by consumers while operating E-Banking services are
fear about security and networking problem.

 The opinion about E-Banking services by the respondents is 24 hours service, and
trust in technology.

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

 The educational qualification and level of awareness of E-Banking services are

dependent. Because they can know more about E-Banking services.

5.2 SUGGESTIONS

Suggestions from the study

 Bank should give awareness to their customers to use more of E-Banking

services.

 Motivate the customers to use E-Banking services.

 Make the site more users friendly.


Create a trust in the minds of consumers towards the security issues.

 Avoid networking problem with proper technologies as it creates delay in

transactions.

 E-Banking system should be enhanced to make the online enquiry and online

payment much easier to consumers.

 Promote the use of fund transfers as many of them are aware of it.

5.2 SUGGESTIONS

Suggestions from the study

 Bank should give awareness to their customers to use more of E-Banking

services.

 Motivate the customers to use E-Banking services.

 Make the site more users friendly.

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

 Create a trust in the minds of consumers towards the security issues.

 Avoid networking problem with proper technologies as it creates delay in

transactions.


E-Banking system should be enhanced to make the online enquiry and online

payment much easier to consumers.

 Promote the use of fund transfers as many of them are aware of it.

Suggestions from the respondents

 Reduce the charges levied for the use of E-Banking services.


Bring innovative developments into E-Banking so that it creates an interest to use E-

Banking services.

 Provide more offers and discounts for all products by the use of cards.

 More advertisement should be made in print Medias, television channels etc. to

aware general public.


The bank should take necessary steps of create awareness among rural people

about the advantages of E-Banking.

 Give opinion to change the address provided in E-Banking.

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

CONCLUSION

E-Banking has become a necessary survival weapon. Today, the click of the mouse offers
customers banking services at a much lower cost and also empowers them with
unprecedented freedom in choosing vendors for their financial service needs. Banks have to
upgrade and constantly think of new innovative customized packages and services to remain
competitive. Banks have come to realize that survival in the new E-Economy depends on
delivering some or all of their banking services on the internet while continuing to support to
support their banking traditional infrastructure. The rise of E-Banking is redefining business
relationships and the most successful banks will be those that can truly strengthen their
relationship with their customers. Without any doubt, the international scope of E-Banking
provides new growth perspectives and internet business is a catalyst for new business
processes.

Most of the customers are aware about E-Banking services but they hesitate to use it and
some customers are unaware about all E-Banking services provided by the bank. So the bank
should take some measures for removing such hesitation of customers and for increasing
awareness among public about the E-Banking products and services.

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

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 A STUDY ON AWARENESS OF E-BANKING SERVICES

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WEBSITES
https://www.scribd.com

https://www.slideshare.com

https://www.wikipedia.com

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