Online Banking Services of India: 2/16/2022 Devanshi Parmar

Online Banking Services of India
2/16/2022
Devanshi Parmar
SHREE J.H.BHALODIA WOMEN'S COLLEGE

A RESERCH REPORT ON
''ONLINE BANKING SERVICE IN INDIA"
PREPARED BY : DEVANSHI PARMAR

CLASS : BBA SEM-06
ROLL NO : 41
ACADEMIC YEAR : 2021-2022
GUIDED BY : PROF. PARUL GANGANI
SUBMITTED TO : SAURASHTRA UNIVERSITY, RAJKOT
2
3
TABLE OF CONTENTS
1. COLLEGE CERTIFICATE
2. PREFACE
3. ACKNOWLEDGEMENT
4. STUDENT DECLARATION
5. INDEX
4
PREFACE
The choice of the present topic of the study was the

fulfilment of a desire to contribute something in
research related to “A Study on Indian Online Banking
Services” is selected.
Subject to the limitation of time and resources every
possible attempt has been made to study and analyze
the problem deeply.
The whole report is divided in different parts.
This research report will be helping to have a deep
insight prospective for Online Banking.
5
ACKNOWLEDEMENT
I wish to express my sincere gratitude to DR. N. M.

KANANI principle of SHREE J. H. BHALODIA WOMEN’S
COLLEGE for providing me an opportunity to do my
project work on ‘ONLINE BANKING SERVICES OF STATE
BANK OF INDIA’. This project bears on imprint of many
peoples. I sincerely thank to my project guide PROF
PARUL GANGANI, for guidance and encouragement in
carrying out this project work.
I also wish to express my gratitude to the officials and
other staff members of “STATE BANK OF INDIA” who
rendered their help during the period of my project
work. My special thank you to MR. BAMBLE the manger
of State Bank of India for their kind co-operation to the
completion of my project work.
Last but not least I wish to avail myself of this
opportunity, express a sense of gratitude and love to my
friends and my beloved parents for their manual
support, strength help and for everything.
6
STUDENT DECLARATION
I hereby declared that the project work with the title of

"ONLINE BANKING SERVICES IN INDIA'' submitted by me for
the partial fulfillment of the degree of BBA under the
"Saurashtra University" in my original work and has not been
submitted to earlier to any other university for the fulfillment
of the requirement for any course of study .
I also declare that no chapter of this manuscript in whole or in
part has been incorporated in this report from any earlier
work done by others or by me.
However, extracts of any literature which has been used for
this report has been duly acknowledged providing details of
such literature in the references.
DATE: SIGNUTARE:
PLACE:
7
INDEX
SECTION TOPICS PG.NO.

S
A. Introduction
B. Theoretical frame-work
C. Literature methodology
D. Data analysis
E. Research findings
F. Suggestions
G. Conclusions
H. References
 Bibliography
 Webliography
I. Annexe
8
EXCLUSIVE SUMMARY OF ONLINE BANKING

SERVICES IN INDIA:
Technological developments have been growing at an
alarming speed in the international arena. Internet is proudly
one of the best in those. So, the banking sector is also making
the best utilization of it. In this study based on online banking,
it has been observed that development of online banking has
increased by leaps and bounds during the year. Concentrating
on the Indian economy, the use of online banking is still
developing stage.
Today in India the scope of online banking is growing by good
descent rise in usage. The rise in the se of internet is the main
criteria for development of online banking.
This project will help us to understand how the online banking
came into existence and its need in modern world. It show us
the insight of online banking in India .It helps us to understand
the opportunity and the challenges related to online banking
sector in India.
9
A. INTRODUCTION
INDIAN BANKING SECNARIO:

Introduction:
Information Technology has become a necessary tool in
today’s organizations. Banks today operate in a highly
globalized, liberalized, privatized and a competitive
environment. In order to survive in this environment banks
have to use IT. IT has introduced new business paradigm. It is
increasingly playing a significant role in improving the
services in the banking industry. Indian banking industry has
witnessed a tremendous developments due to sweeping
changes that are taking place in the information technology.
Electronic banking has emerged from such an innovative
development. Modern technology is seen as a panacea for
most of the ills that the banking sector faces today....
Online Banking in India:
In India online banking is of fairly recent origin. The

traditional model for banking has been through branch
banking. Only in the early 1990s there has been start of non-
branch banking services. The good old manual systems on
which Indian Banking depended upon for centuries seem to
have no place today. The credit of launching internet banking
in India goes to ICICI Bank. Citibank and HDFC Bank followed
with internet banking services in 1999. Several initiatives
have been taken by the Government of India as well as the
Reserve Bank to facilitate the development of online banking
10
in India.
ABOUT SBI BANK:

State Bank of India (SBI) a Fortune 500 company is an
Indian Multinational, Public Sector Banking and Financial
services statutory body headquartered in Mumbai. The rich
heritage and legacy of over 200 years, accredits SBI as the
most trusted Bank by Indians through generations.
SBI, the largest Indian Bank with 1/4th market share, serves
over 45cr customers through its vast network of over 22,000
branches, 62617 ATMs/ADWMs, 71,968 BC outlets, with an
undeterred focus on innovation, and customer centricity,
which stems from the core values of the Bank - Service,
Transparency, Ethics, Politeness and Sustainability.
 The Bank has successfully diversified businesses through
its various subsidiaries
i.e. SBI General Insurance, SBI Life Insurance, SBI Mutual Fund,
SBI Card, etc. It has spread its presence globally and operates
across time zones through 229 offices in 31 foreign countries.
The Indian banking system consists of public sector banks,

private sector banks, foreign banks, regional rural banks,
urban cooperative banks and rural cooperative banks, in
addition to cooperative credit institutions. India's Credit-to-
Gross Domestic Product (GDP) ratio is 56%, lower
 Than most advanced economies or even China where it is in
the range of 150-200%. However, demand for credit has surged
over the past decade, aided by strong economic growth, rising
disposable incomes, increasing consumerism & easier access to
credit. Indian banks are increasingly focusing on adopting
11
integrated.
 Approach to risk management. Banks have already
embraced the international banking supervision accord of
Basel II, and majority of the banks already meet capital
requirements of Basel III. The increasingly dynamic business
scenario and financial
 So phistication has increased the need for customized exotic
financial products. Banks are developing innovative financial
products and advanced risk management methods to capture
market share. Access to the banking system has improved
over the years due to
 Persistent effort from the Government to promote banking
technology and promote expansion in unbanked and
metropolitan regions. The Ministry of Finance launched the
JANDHAN YOJNA in 2014, a financial inclusion program to
expand affordable access to financial services such as bank
accounts, credit, insurance and pensions in all parts of India.
Digital influence in the Indian banking sector has also grown
due to
 Rising digital footprint. Real Time Gross Settlement (RTGS)
and National Electronic Funds Transfer (NEFT) have been
implemented by Indian Banks for fund transactions. The
market regulator has included both these payments systems
to the existing list of methods that a company can use for
payment of dividends or other cash benefits to their
shareholders and investors. The Reserve Bank of India (RBI)
has taken several steps to enable
 Mobile payments, which forms an important part of mobile
banking. The National Payments Corporation of India has
developed the Unified Payments Interface (UPI), an instant
real-time payment system that works by instantly transferring
funds between two bank accounts on a mobile platform.
12
B. THERORITICAL
FRAMEWORK
B.1 What is service?

B.2 What is services marketing mix ?
B.2.1  Marketing mix of SBI
B.3 What is online banking services?
B.4 Feature of online banking services
B.5 History of online banking
B.6 Development of online banking in India
B.7 Various forms of online banking
B.8 Advantages of online banking
B.9 Disadvantages of online banking
B.10 Challenges of online banking in India
B.11 Problem relating online banking
B.13 State bank of India (SBI)
B.13.1  Introduction
B.13.2  History
B.13.3  Structure & org.
B.13.4  Online at SBI
B.13.5  Apply for SBI
B.13.6  Changes brought in information tech. By SBI
B.13.7  Online banking facility through by SBI
B.13.8  Services provided by SBI
Products and services
B.13.9  Terms of services-SBI
13
B.1 WHAT IS A SERVICE?

A service is an "(intangible) act or use for which a consumer,
firm, or government is willing to pay."[1] Examples include
work done by barbers, doctors, lawyers, mechanics, banks,
insurance companies, and so on. Public services are those that
society (nation state, fiscal union or region) as a whole pays
for. Using resources, skill, ingenuity, and experience, service
providers benefit service consumers. Service is intangible
in nature. Services may be defined as acts or performances
whereby the service provider provides value to the customer.
In a narrower sense, service refers to quality of customer
service: the measured appropriateness of assistance and
support provided to a customer. This particular usage occurs
frequently in retailing.
State Bank of India (SBI) is the largest public sector banks in
India. It was the first bank established in India as Bank of
Calcutta in 1806. Headquartered in Mumbai, the bank has over
24,000 branches, 59,000+ ATMs and 195 foreign offices across
36 countries after the merger of its 5 associate banks and
Bhartiaya Mahila Bank (as on 1st April, 2017). SBI offers a
plethora of products and services such as savings account,
credit cards, fixed deposits, personal loan, home loan, business
loan, debit card, loan against property, car loan, gold
loan, mudra loan and more.
14
B.2 WHAT IS SERVICES MARKETING MIX

Service marketing mix refers to the combination of marketing
activities an organization engages in to promote and sell
intangible services, as opposed to tangible products. In
addition to the four P s of traditional product marketing —
product, price, place and promotion — the services marketing
mix includes the three Ps of service marketing: people,
process and physical evidence. The services marketing mix is
also referred to as the extended marketing mix.
 B.2.1MARKETING MIX OF SBI

Product in the Marketing mix of State bank of India
State Bank of India offers it’s corporate and retail
customers numerous range of products through its various
branches. The banking products include-
 Cards –
The products under this category include Travelling
cards, Debit cards and Credit cards.
 Consumer banking –
This includes special accounts for teenagers, accounts
for senior citizens, Recurring accounts, Saving account and
fixed deposit account.
15
 Investment banking –
The products under this category include Foreign
Exchange services, Tax Saving Bonds, Investments related
to Pure Gold and Mutual Funds.
 Loans –
This category includes all kinds of personal loans,
Medical loans, loans for buying equipment’s and loans
against securities.
 Internet banking –
Under this category internet facilities are provided to
the interested customers.
 General insurance –
According to a new scheme launched by the prime
minister every citizen who will open his account
henceforth is liable for a general insurance of INR one lakh
from the bank.
 Mortgage loans
 Wealth management
 Asset management
 Private equity
 Savings security
 Finance and insurance
 Corporate banking
16
Place in the Marketing mix of State bank of India:

The place is the most important factor for SBI because many of
the top government organizations deal with SBI as their bank.
This creates large number of transactions touching all parts of
India. In India, State Bank of India provides its customers
services through a set-up of various branches. It has 14
regional hubs and 57 offices in zones that are located
throughout India at all the important cities. 66% of its
branches are located in rural areas whereas the rest 34% are
located in urban areas.
In international arena, the bank has nearly 190 overseas

offices that extend over nearly thirty-four countries in cities
like Dhaka, Tehran, Moscow, London, Maldives, Dubai, New
York and many others. State Bank of India has opened various
ATMs and branches for the convenience of its customers. The
places Ware chosen with great care so that security would not
be a problem.
Banking facilities are handled very easily over there by

efficient staff and personnel’s. State Bank of India has opened
nearly 43,515 ATMs in India. These distribution channels are
equipped with latest infrastructure, technology and modern
facilities. ATM and the branches are installed at places that are
convenient to both the banker and the customer. The concept
of internet banking through their residence and offices is also
encouraged to save time.
Price in the Marketing mix of State bank of India:

State Bank of India offers a variety of financial services to its
honored customers. It has a very clear-cut pricing policy. It
works in a competitive marketplace and so it has a policy that
includes creativeness at each level. Hence it can be said that
State bank uses competitive pricing. Also remember that
the pricing of SBI is determined by many of government
policies.
17
The bank’s value added strategies are made keeping in mind

and examining the customer’s mindset and economic changes
happening in the market. State Bank of India’s pricing policy is
very customer friendly. It gives many opportunities to the
customers via its flexible policies like operating the home loan
account in either current account mode or savings account
mode. 75% of their funds are accessible at any given time.
The pricing policies and decisions are based on the rate of

interest that is regulated by the Reserve bank of India. The risk
on loan has to be kept in mind also. Liability and Assets make a
huge impact on the pricing factors.
Promotions in the Marketing mix of State bank of India:

In order to promote its services and banking facilities proper
strategies are implemented. Promotions through the Visual
and print media through hoardings, radio, theatres, movies, TV
advertisements and newspapers have become very necessary
so that an awareness can be created. The various
advertisements emphasizes on the modernization of the
banks, its branches and its various facilities. Special mention is
given in the ads to the impeccable services provided by the
bank.
The advantage of each product is emphasized so that the

clients become impressed and they are forced to grasp the
services of this bank.Under the promotional strategy, ads have
been created with famous personalities depicting trust as trust
and State Bank of India go hand in hand. People from State
Bank of India visit various campus and take part in road
shows. The bank also provides incentives to its staff so that
better work environment is established. The tagline of SBI is
very apt-“The Banker to Every Indian”
18
B.3 WHAT IS ONLINE BANKING?

Online banking is earn electronic payment system that
enables customers of a financial institution to conduct
financial transactions on a website operated by the institution
to conduct financial transactions on a website operated by the
institution, such as a retail bank, virtual bank, credit union or
building society .Online banking is also referred as Internet
banking, e- banking, virtual banking and by other terms.
To access a financial institution's online banking facility, a
customer with Internet access would need to register with the
institution for the service, and set up some password (under
various names) for customer verification. The password for
online banking is normally not the same as for telephone
banking. Financial institutions now routinely allocate
customers numbers (also under various names), whether or
not customers have indicated an intention to access their
online banking facility. Customers' numbers are normally not
the same as account numbers, because a number of customer
accounts can be linked to the one customer number. The
customer can link to the customer number any account which
the customer controls, which may be cheque, savings, loan,
credit card and other accounts. Customer numbers will also
not be the same as any debit or credit card issued by the
financial institution to the customer.
19
To access online banking, a customer would go to the financial

institution's secured website, and enter the online banking
facility using the customer number and password previously
setup. Some financial institutions have set up additional
security steps for access to online banking, but there is no
consistency to the approach adopted.
Online banking facilities offered by various financial
institutions have many features and capabilities in common,
but also have some that are application specific.
B.4 FEATURES OF ONLINE BANKING

SERVICES:
The common features fall broadly into several

categories:
A bank customer can perform non-transactional tasks
through online banking, including -
• viewing account balances
• viewing recent transactions
• Downloading bank statements, for example in PDF format
• viewing images of paid cheques
• ordering cheque books
• Download periodic account statements
• Downloading applications for M-banking, E-banking etc
Bank customers can transact banking tasks through online

banking, including -
• Funds transfers between the customer's linked accounts
20
• Paying third parties, including bill payments (see, e.g.,

BPAY) and third party fund transfers (see, e.g., FAST)
• Investment purchase or sale
• Loan applications and transactions, such as repayments
of enrolments
• Credit card applications
• Register utility billers and make bill payments
• Financial institution administration
• Management of multiple users having varying levels of
authority
• Transaction approval process the process of banking has
become much faster
Some financial institutions offer unique Internet banking

services, for example:
• Personal financial management support, such as
importing data into personal accounting software. Some
online banking platforms support account aggregation to
allow the customers to monitor all of their accounts in one
place whether they are with their main bank or with other
institutions.
21
B.5 HISTORY OF ONLINE BANKING

The precursor for the modern home online banking services
were the distance banking services over electronic media from
the early 1980s. The term 'Online' became popular in the late
'80s and referred to the use of a terminal, keyboard and TV (or
monitor) to access the banking system using a phone line.
'Home banking' can also refer to the use of a numeric keypad
to send tones down a phone line with instructions to the bank.
Online services started in New York in 1981 when four of the
city's major banks (Citibank, Chase Manhattan, Chemical and
Manufacturers Hanover) offered home banking services using
the video-text system.
HISTORY OF ONLINE BANKING IN INDIA…..

ICICI bank (INDUSTRIAL CREDIT AND INVESTMENT
CORPORATION OF INDIA) is the largest private sector bank in
India. ICICI is the first ban to introduce online banking service
in India.
Today ICICI bank has many online banking services in India.
These services are called ICICI NET BANKING.
22
B.6 DEVELOPMENT OF ONLINE BANKING IN

INDIA:
 This concept of online banking has been simultaneously
evolving with the development of the World Wide Web.
 Programmers working on banking data bases came up
with ideas for online banking transaction, sometime
during the 1980 & apposes.
 The online shopping promoted the use of credit cards
through internet.
 The first online banking services in United States were
introduced, in October 1994.
 The online banking services are becoming more and more
prevalent due to the well developed system.
 ICICI was the first bank to initiate the online banking
revolution in India as early as 1997 under the brand
name.
 ICICI Bank kicked off online banking way back in
1996.But even for the Internet as a whole, 1996 to 1998
marked the adoption phase, while usage increased only in
1999-due to lower ISP online charges, increased PC
penetration and a tech-friendly atmosphere.
23
B.7 VARIOUS FORMS OF ONLINE BANKING

 Internet Banking
 Credit Cards
 Debit Cards
 Smart Cards
 ATM Cards
24
B.8 ADVANTAGES OF ONLINE BANKING

 It's generally secure. But make sure that the website you're
using has a valid security certificate. This let's you know
that the site is protected from cyber-thieves looking to steal
your personal and financial information.
 You have twenty-four-hour access. When your
neighborhood bank closes, you can still access your account
and make transactions online. It's a very convenient
alternative for those that can't get to the bank during
normal hours because of their work schedule, health or any
other reason.
 You can access your account from virtually anywhere. If
you're on a business trip or vacationing away from home,
you can still keep a watchful on your money and financial
transactions - regardless of your location.
 Conducting business online is generally faster than going to
the bank. Long teller lines can be time-consuming, especially
on a Pay Day. But online, there are no lines to contend with.
You can access your account instantly and at your leisure.
 Many features and services are typically available online.
For example, with just a few clicks you can apply for loans,
25
check the progress of your investments, review interest

rates and gather other important information that may be
spread out over several different brochures in the local
bank.
B.9 DISADVANTAGES OF ONLINE BANKING
 Yes, online banking is generally secure, but it certainly isn't

always secure. Identity theft is running rampant, and banks
are by no means immune. And once your information is
compromised, it can take months or even years to correct
the damage, not to mention possibly costing you thousands
of dollars, as well.
 Some online banks are more stable than others. Not all
online setups are an extension of a brick-and-mortar bank.
Some operate completely in cyberspace, without the
benefit of a branch that you can actually visit if need be.
With no way to physically check out the operation, you
must be sure to thoroughly do your homework about the
bank's background before giving them any of your money.
 Before using a banking site that you aren't familiar with,
check to make sure that their deposits are FDIC-insured. If
not, you could possibly lose all of your deposits if the bank
goes under, or its major shareholders decide to take an
extended vacation in Switzerland.
 Customer service can be below the quality that you're used
26
to. Some people simply take comfort in being able to talk to

another human being face-to-face if they experience a
problem. Although most major banks employ a dedicated
customer service department specifically for online users,
going through the dreaded telephone menu can still be
quite irritating to many. Again, some are considerably
better (or worse) than others.
 Not all online transactions are immediate. Online banking
is subject to the same business-day parameters as
traditional banking. Therefore, printing out and keeping
receipts is still very important, even when banking online.
B.10 CHALLENGES OF ONLINE BANKING IN

INDIA
Based on “best practices” in developed countries, United
Nations Conference on Trade and Development (UNCTAD)
report has identified four challenges that developing
countries, in general, are expected to overcome to achieve the
advantages that e-banking initiatives can bring about
(UNCTAD 2002):
• The ability to adopt global technology to local
requirement .An adequate level of infrastructure and human
capacity building are required before developing countries can
adopt the global technology for their local requirements
• The ability to strengthen public support for e-finance:
Historically, most e-finance initiatives in developing countries
have been the result of cooperative efforts between the
private and public sectors.
• The ability to create a necessary level of regulatory and
institutional frameworks: The lack of regulatory frameworks,
27
trust, security and privacy standards, high trade barriers,

customer and investor protections impede progress in
implementing e-banking initiatives on a larger scale in many
developing countries.
• The ability to mainstream small and medium scale
enterprises(SMEs) towards e-banking: The availability of and
access to quality data and banking information is required for
SMEs in developing countries to move towards e-banking.
B.11 PROBLEM RELATING TO ONLINE BANKING

• Passwords:
The key to protecting your Internet banking account is
protecting your password. Using a strong password -- one that
contains mixed-case letters, numbers, and even symbols if the
bank allows it -- will decrease the likelihood of a hacker
cracking the password and gaining access to your account. You
should also ensure that the password to access your
company’s accounts is not the same as any other password
you use, since not every site maintains the same level of
security a bank does. If a hacker manages to steal a password
from an insecure site, he can access any account that password
unlocks.
• Phishing:
One of the primary methods a hacker gains access to account
information is through phishing, or tricking the victim into
giving up the information voluntarily. A hacker might send an
e-mail or even call, pretending to be a representative of the
bank and informing you about some irregularities with your
account. All you need to do to sort things out is to provide your
password or other account information to verify your identity.
If you ever receive a communication that appears to be from
your bank and requests this type of information, contact your
bank by phone immediately. Do not give out account
28
information to a caller, and do not click any links provided in

any e-mails that claim to be from your bank. You should also
ensure that any employees with access to the company’s
accounts follow the same procedures.
• Key loggers:
Key loggers are malware programs that record keystrokes and
other data, allowing a hacker to capture your password as you
enter it. Maintaining up-to-date antivirus suites on your
company computers can prevent these malicious programs
from gaining a foothold, and setting up your network’s firewall
to monitor outgoing traffic can help you determine when an
infection occurs. Many key loggers and viruses use email to
travel from computer to computer, so adding anti-virus
protection to your company’s email server can help filter out
these attacks.
• Two-Factor Authentication:
If your bank offers two-factor authentication, adopting the
technology is a great way to keep your account information
safe. Two-factor authentication requires a second code when
logging into your account, either provided by an electronic
token, or via message sent to a registered cell phone or other
device. The extra layer of security renders your password
useless to a hacker without the accompanying code.
The common features fall broadly into several

categories:
A bank customer can perform non-transactional tasks
through online banking, including -
• viewing account balances
• viewing recent transactions
• Downloading bank statements, for example in PDF format
29
• viewing images of paid cheques

• ordering cheque books
• Download periodic account statements
• Downloading applications for M-banking, E-banking etc
Bank customers can transact banking tasks through

online banking, including -
• Funds transfers between the customer's linked accounts
• Paying third parties, including bill payments (see, e.g.,
BPAY) and third party fund transfers(see, e.g., FAST)
• Investment purchase or sale
• Loan applications and transactions, such as repayments
enrollments
• Credit card applications
• Register utility billers and make bill payments
• Financial institution administration
• Management of multiple users having varying levels of
authority
• Transaction approval process the process of banking has
become much faster
Some financial institutions offer unique Internet

banking services, for example:
• Personal financial management support, such as
importing data into personal accounting software. Some
online banking platforms support account aggregation to
allow the customers to monitor all of their accounts in one
place whether they are with their main bank or with other
30
institutions
B.13 STATE BANK OF INDIA
31
NOTE:
HERE I AM PRESENTING SOME INFORMATION RELATED
ONLINE BANKING SERVICES FOR STATE BANK OF INDIA:
B.13.1 INTRODUCTION-
State bank of India is the nation’s largest and oldest bank.
Tracing its roots back some 200 years to the British East India
Company (and initially established as the Bank of India in
1806), the bank operates more than 15000 branches within
India, where it also owns majority stakes in six associate
banks. State Bank of India (SBI) has more than 80 offices in
nearly 35 other countries, including multiple locations in the
US, Canada, and Nigeria. The bank has other units devoted to
capital markets, fund management, factoring and commercial
services, credit cards and brokerage services. The reserve
bank of India owns about 60% of state bank of India.
B.13.2 HISTORY OF STATE BANK OF INDIA

The history of state bank of India dates back to the first decade
of the ninetieth century with the setting up of Bank of Calcutta
in Calcutta on 2 June 1806. After three years it was renamed as
32
bank of Bengal (2 January 1809) on 15 thApril 1840. The bank

of Bombay was initiated and on 1 st July 1843, the bank of
madras was established. The integration of the three banks
resulted in the creation of imperial bank of India on 27 th
January 1921.
B.13.3 STRUCTURE AND ORGANIZATION

3The Banks Corporate Office is located at Mumbai. Its
domestic operational area is divided into 14 Circles, each with
one Local Head Office and a few Zonal and Regional Offices.
The Banks is present not just in the major metropolises of
India but has wide reach in the villages of India. The Bank’s
top management consists of the Chairman, group executives
for National Banking Group, Corporate banking Group,
International Banking Group and Associates & Subsidiaries,
and four staff functionaries in charge of finance, credit, human
resources & technology management and inspection & audit.
B.13.4 ONLINE BANKING AT STATE BANK

OF INDIA
The online banking services provided by state bank of India
are referred to as OnlineSBI by the bank.
OnlineSBI is regarded as the online banking portal for SBI. The
portal offers anywhere, anytime, online access to banking
services for SBI’s retail and corporate customers. Online SBI is
developed by using advanced technology and tools. The
infrastructure is robust and supports secure access to banking
services for more than 13000 branches across India. onlineSBI
is made for all the customers who have an account at an
internet enabled Brach of SBI. Customers with account with
33
internet enabled branch required to get register for the online

banking services with the branch. In case the customer’s
branch is not internet enabled, he can transfer his existing
account from his branch to an OnlineSBI branch.
B.13.5 APPLY FOR ONLINESBI (ONLINE

BANKING)
In order to apply for OnlineSBI online banking, customers can
visit the site at http://www.onlinesbi.com and download the
application form for online banking. The form can also be
obtained from the branch.
After completing the application form, it can be submitted to
any nearest branch of the bank. On successful processing of
the application, customer will receive user id, login password
and transaction password. Customer can login to net banking
site of OnlineSBI using the user id and the login password.
Once locked in customer can avail many online banking
services offered by bank and perform various financial
transactions.
The user id and password for login to the OnlineSBI will be
sending to the registered address of customer with the bank.
Customer should ensure that his current address id updated in
the bank’s record. It is suggested that new customers should
completely read the general information page show that they
will get the idea of using the various banking services online. It
is very easy to conduct all the banking transition online. It is
very easy to conduct all the banking transaction online. It is
useful for those who are unfamiliar with online banking
services.
B.13.6 CHANGES BROUGHT IN INFORMATION

34
TECHNOLOGY BY SBI
 In the next decade internet facility was provided for
individual.
 All SBI branches were connected and ATM’S were launch.
 2001-KMPG appointed consult for preparing IT plan for
the bank.
 Later on core banking proposed by the IT consultancy
company.
 2002- All branches computerized but on decenterized
systems, there the initiative of core banking took place.
 2008- More than 6500 branches (95% of business) on
core banking solution (CBS) Internet banking facility for
corporate customers were also launched in early 2008.
 More interfaces developed with e-commerce & other sites
though alternate channels like ATM & Online banking.
 All foreign offices were brought on cartelized solution.
 Large network is playing the role of backbone for
connectivity across the country.
 Multiple service providers are providing the links – BSNL,
MTNL, and reliance, Tata & Reliance which are making
the system errorless and provide high speed.
 Multiple technologies to support the networking
infrastructure – leased lines, dial-up, CDMA & VSAY.
B.13.7 ONLINE BANKING FACILITY THROUGHT

STATE BANK OF INDIA
1. 24*7 facilities for tax payment through SBI e-tax.
2. Fund transfer between his own accounts.
3. Access of accounts on real time 24*7*365 basis of
downloading of account statements.
4. Transfer of fund to other accounts through third party
35
transfer mode.
5. Transfer of funds to PPF and loan accounts.
6. Payment of all kind of utility bills like telephone bill
payment , credit card payment LIC premium payment ,
mutual fund payment , electricity bill payment , mobile
bill payments etc Listed on the site .
7. Booking of railway and air ticket online.
8. Payment of taxes viz direct and indirect tax.
9. Transfer of money to any VISA debit or credit card.
10. Online trading of shares by using 3 in 1 accounts.
B.13.8 SERVICES PROVIDED BY SBI ONLINE

BANKING RETAIL BANKING
1. RETAIL BANKING:-
The retail banking application is an integration of several
functional areas, and enables customers to:
 Issues demand drafts online
 Transfer funds to own and third party accounts
 Credit beneficiary accounts using the VISA money
transfer,RTGS/NEFT feature
 Generate account statements
 Setup standing instructions
 Configure profile settings
 Use e-tax foe online tax payment
 Use e-pay for automatic bill payments
 Interface with merchants for railway and airline
reservations
 Avail DEMAT and IPO services
2. CORPORATE BANKING:-
The OnlineSBI corporate banking application provides
36
features to administer and manage corporate accounts

online. The corporate module provides roles such as
regulator, admin, uploads, transaction maker, authorizer,
and auditor. These roles have access to the followings
function:
 Manage users; define rights and truncation rules on
corporate accounts. Access accounts in several branches
with a single sign-on mechanism
 Upload files to make bulk transactions to third parties,
suppliers, vendor and tax collection authorities.
 Use online transactional features such as fund transfer to
own accounts, third party payments and draft issues
 Make bills payments over the internet
 Authorize, modify, reschedule and cancel transactions,
based on rights assigned to the user.
 Generate accounts statements
 Enquire on transaction details or current balance.
3. VALUE ADDED SERVICES:

 Tax payments to central and state governments thorough
site to site integration
 Supply chain finance(e-VFS-electronic vendor finance
scheme)
 Direct debit facility
 E collection facilities for:
 Core banking transactions
 Internet bank transactions for incoming RTGS/NEFT
transactions
 Internet banking transactions for SBI and associate banks
 Debit facility where suppliers can directly debit their
customer’s accounts through online banking.
B.13.9 PRODUCTS AND SERVICES:-
37
1. E-TICKETING:
You can book your railway, air and bus tickets online
though online SBI.
 To book your train tickets, just log on to irctc.co.in and
crate an ID there at if you do not have one. submit your
travel plan and book the ticket(s)-either
 I-tickets or
 E-tickets (wherein after successful payments
transactions, an e-ticket is generated which can be
printed ant time. Foe an e-tickets, the details of photo
identity card will required to be filled in ) And select state
bank of India in the payment options. You will be
redirected to online banking site of SBI
(www.onlinesbi.com). After submitting the respective ID
and password, you can select your accounts. Submitting
the respective ID and password, you can select your
account. After a successful debit, Railways will generate
the ticket. E-ticket can be printed by you whereas the e-
ticket will be dispatched by IRCTC at the given address.
Service charges @ Rs.10/- per transaction shall be levied
in addition to the cost of the ticket. Cancellation of E-
ticket can be done by logging on to IRCTC's site; refund
amount will be credited to your account directly within
2-3 days. For cancellation of i- ticket, you shall be
required to submit your ticket at a computerized counter
of Railways and on cancellation; the amount shall be
credited back to your account. You can also book your Air
ticket through the e-ticketing feature. Logon to Indian
Airlines website to make a payment for an e- ticket
through State Bank of India, you need to select SBI as the
payment option. The payment request will be redirected
to Internet Banking site. The request may be processed
based on values sent from the airlines website. Once a
transaction is processed, an appropriate response will be
38
sent to airlines site to update the status of the

transaction. You can print the E-ticket immediately. To
book bus tickets to destinations in Karnataka, log on to
the KSRTC website. Provide details about the start and
end points of your journey, date of journey and number
of tickets. Verify availability of seats on the selected date
and confirm the transaction. Select OnlineSBI to make the
payment. Provide your credentials and select the SBI
account that will be debited for the payment. You are
provided a KSRTC reference number for your e-Ticket.
2. SBI e-tax:
You can pay your taxes online through SBI E-Tax.
This facility enables you to pay TDS, Income tax, Indirect
tax, Corporation tax, Wealth tax, Estate Duty and Fringe
Benefits tax. Click the e-Tax link in the home page. You are
displayed a page with two links Direct Tax and Indirect
Tax. Click the Direct Tax link. You will be redirected to the
NSDL site where you can select an online Chillan based on
the tax you wish to pay. Provide the PAN, name and
address, assessment year, nature of payment and bank
name. On selecting the bank name as SBI and submitting
the form, you will be redirected to the Internet Banking
site. After submitting the respective ID and password, you
can select your account for making payment of taxes. After
payment is successful you can print the E-Receipt for the
payment. The E-receipt can be printed at a later date also
and the same can be retrieved from: Enquiries > Find
Transactions > Status Enquiries > Click on the respective
transaction to print the tax receipt. The Indirect Tax link is
used to make Central Excise and Service Tax payments to
Central Board of Excise and Customs. The online payment
feature facilitates anytime, anywhere payment and an
instant E-Receipt is generated once the transaction is
39
complete. The Indirect Tax payment facility is available to

Registered Central Excise/Service Tax Assesses who
possesses the 15 digit PAN based Assesses Code. You can
make CBEC payments using the Indirect Taxes link
available in the Payments/Transfers tab. You need to
provide your Assesses code as registered with CBEC and
select the minor heads towards which you intend to pay
tax. Select the appropriate tax type and enter the tax
amount. Select an account for debiting the total tax
amount. You can use any of your transaction accounts to
make the payment. If a payment is successful, CBEC
provides a link to generate an E-Receipt for the payment.
3. Bill payment:
A simple and convenient service for viewing and
paying your bills online. Using the bill payment you can
view and Pay various bills online, directly from your SBI
account. You can pay telephone, electricity, insurance,
credit cards and other bills from the comfort of your house
or office, 24 hours a day, 365 days a year. Simply logon to
https://www.onlinesbi.com/ with your credentials and
register the biller to which you want to pay, with all the bill
details. Once the bill is uploaded by the biller, you can
make payment online. You can see 'how do I' to learn the
steps for using the facility.
4. RTGS/NEFT:
You can transfer money from your State Bank account to
accounts in other banks using the RTGS/NEFT service. The
RTGS system facilitates transfer of funds from accounts in
one bank to another on a "real time" and on "gross
settlement" basis. This system is the fastest possible
interbank money transfer facility available through secure
banking channels in India. RTGS transaction requests will
40
be sent to RBI immediately during working hours post

working hours requests are registered and sent to RBI on
next working day. You can also schedule a transaction for a
future date. You can transfer an amount of Rs.1 lac and
above using RTGS system. National Electronic Funds
Transfer (NEFT) facilitates transfer of funds to the credit
account with the other participating bank. RBI acts as the
service provider and transfers the credit to the other
bank's account.
5. eZtrade@sbi
State Bank of India (SBI) in alliance with Motile
Oswald Securities Limited and SBI Caps Securities Limited
(SSL) now introduces you to 'eZtrade@sbi', a State-of-the-
Art online trading platform predominantly to cater to
every trading need (presently available to Indian
Residents Only) and offers a truly world class experience
of online investing - anyplace, anytime. This service
provides you with a 3-in-1 account which is an integrated
platform of Bank Account, Demat Account and an Online
Trading Account to give you a convenient and paper free
trading experience under one roof. We provide online
trading of shares of Companies listed on BSE and NSE.
eZtrade@sbi will let you trade from the comfort of your
home or office through the Internet. Buying and selling of
shares is now just a click away. So go ahead and enjoy your
fast, easy and hassle-free online shares/securities trading
experience with India's Largest Bank.
6. E-payment:
You can pay your insurance premium, mobile phone bills
and also you can purchase mutual fund units by coming
41
from the biller’s website and selecting state bank of India

in the payment option.
LIC PREMIUM: For paying premium of LIC policy logon to
premium is due select State Bank of India in the make
payment option.
SBI Mutual FUND: You can invest in the SBI Mutual Fund
schemes online. Logon towww.sbi mf.com and select the
scheme in which you want to make investment in the
payment option select State Bank of India.
CCAVENUES: Enjoy shopping at the CCAvenues Shopping
Mall and purchase from a wide variety of products and
services through CCAvenue Certified Vendors. Make payments
for your purchases using your Internet enabled SBI accounts.
7. Fund transfer:
The Funds Transfer facility enables you to transfer funds
within your accounts in the same branch or other
branches. You can transfer aggregating Rs.1 lac per day to
own accounts in the same branch and other branches. To
make a funds transfer, you should be an active Internet
Banking user with transaction rights. Funds transfer to
PPF account is restricted to the same branch.
Just log on to retail section of the Internet Banking
site with your credentials and select the Funds Transfer
link under Payments/Transfers tab. You can see all your
online debit and credit accounts. Select the debit account
from which Just log on to retail section of the Internet
Banking site with your credentials and select the Funds
Transfer link under Payments/Transfers tab. You can see
all your online debit and credit accounts. Select the debit
account from which you wish to transfer funds and the
credit account into which the amount is to be credited.
Enter the amount and remarks. The remarks will be
42
displayed in your accounts statement for this transaction.

You will be displayed the last five funds transfer
operations on your accounts. On confirming the
transaction, you will be displayed a confirmation page
with the details of the transaction and the option to
submit or cancel the funds transfer request. A reference
number will be generated for your record.
8. Third party transfer:

You can transfer funds to your trusted third parties by
adding them as third party accounts. The beneficiary
account should be any branch SBI. Transfer is instant.
You can do any number of Transactions in a day for
amount aggregating Rs.1lakh.
To transfer funds to third party having account in SBI, you
need to add and approve a third party, you need to register
your mobile number in personal details link under profile
section. You will receive a One Time SMS password on your
mobile phone to approve a third party. If you do not have a
mobile number, third party approval will be handled by your
branch. only after approval of third party. You will be able to
transfer funds to the third party. You can set limits for third
party transactions made from your accounts or even set limits
for individual third parties.
9. Demand Draft:
The Internet Banking application enables you to
register demand drafts requests online. You can get a
demand draft from any of your Accounts (Savings Bank,
Current Account, Cash Credit or Overdraft). You can set
limits for demand drafts issued from your accounts or use
the bank specified limit for demand drafts.
You can opt to collect the draft in person at your branch,
quoting a reference to the transaction. A printed advice can
43
also be obtained from the site for your record. Alternatively,

you may request the branch to courier it to your registered
address, and the courier charges will be recovered from you. If
you have any queries, kindly approach your branches , quoting
the reference number generated foor the request.
10. Cheque Book Request :-
You can request for a cheque book online. Cheque

book can be requested for any of your Savings, Current, Cash
Credit, and Over Draft accounts. You can opt for cheque books
with 25, 50 or 100 cheque leaves. You can either collect it from
branch or request your branch to send it by post or courier.
You can opt to get the cheque book delivered at your
registered address or you can provide an alternate address.
Cheque books will be dispatched within 3 working days from
the date of request. Just log on to retail section of the Internet
Banking site with your credentials and select the Cheque Book
link under Requests tab. You can view all your transaction
accounts. Select the account for which you require a cheque
book; enter the number of cheque leaves required and the
mode of delivery. Then, submit the same.
11. Account Opening Request:

OnlineSBI enables you to open a new account online.
You can apply for a new account only in branches where
you already have accounts. You should have an INB-
enabled account with transaction right in the branch.
Funds in an existing account are used to open the new
account. You can open Savings, Current, Term Deposit and
Recurring Deposit accounts of Residents, NRO and NRE
types. Just log on to retail section of the Internet Banking
site with your credentials and select the New Account link
under Requests tab. You can see all types of accounts.
Select the account and account type you wish to open and
44
submit the same. Then, you need to select the branch and
enter the initial amount to open the account. You can
select any of your accounts for debiting the initial amount.
Then, submit the transaction. Your new account opening
request will be processed by the branch.
12. Statement:-
The Internet Banking application can generate an
online, downloadable account statement for any of your
accounts for any date range and for any account mapped to
your username. The statement includes the transaction
details, opening, closing and accumulated balance in the
account. You can generate the online account statement for
any date range or for any month and year. The account
statement can be viewed online, printed or downloaded as an
Excel or PDF file. You also have the option to select the
number of records displayed in each page of the statement.
The options are 25, 50, 75, 100 and ALL.
13. Transaction enquiry
OnlineSBI provides features to enquire status of
online transactions. You can view and verify transaction
details and the current status of transactions. Your VISA
transactions can also be viewed separately. Just log on to
retail section of the Internet Banking site with your
credentials and select the Status Enquiry link under the
Enquiries tab. You will be displayed all online transactions
you have performed. To view details of individual
transactions, you need to click the Transaction Reference
number link. You are displayed the debit and credit account
details, transaction amount, narration and transaction status
14. Demat Account Statement:-
45
OnlineSBI enables you to view Demat account statement

and maintain such accounts. The bank acts as your depository
participant. In the third party site, you can mark a lien on your
Demat accounts and use the funds to trade on stock using
funds in your SBI savings account. You can view Demat
account details, and generate the following statements:
statement of holding, statement of transactions, statement of
billing.
15. Donation:-
You can make donation to religious and charitable

institution by using Internet Banking of SBI. Simply
log on to http://www.onlinesbi.com/ with your
credentials and go to Payment and transfer and click
on make donation link. After selecting the debit
account select the religious/charitable institution
that you want to offer donation. After successful
payment you can print an E-receipt for the donation
made
B.13.10 TERMS OF SERVICES: ONLINE SBI

 GENERAL INFORMATION:
1. You should register for OnlineSBI with the branch where
you maintain the account.
46
2. If you maintain accounts at more than one branch, you need

to register at each branch separately.
3. Normally OnlineSBI services will be open to the customer
only after he acknowledges the receipt of password.
4. We invite you to visit your account on the site frequently for
transacting business or viewing account balances. If you
believe that any information relating to your account has a
discrepancy, please bring it to the notice of the branch by e-
mail or letter.
5. In a joint account, all account holders are entitled to
register, as users of OnlineSBI, but transactions would be
permitted based on the account operation rights recorded at
the branch. (To begin with the services will be extended only
to single or Joint E or S accounts only).
6. All accounts at the branch whether or not listed in the
registration form, will be available on the OnlineSBI. However
the applicant has the option to selectively view the accounts
on the OnlineSBI.
 SECURITY:
1. The Branch where the customer maintains his account will
assign:
a) User-id &
b) Password
2. The User-id and Password given by the branch must be
replaced by User Name and Password of customer’s choice at
the time of first log-on. This is mandatory.
3. Bank will make reasonable use of available technology to
ensure security and to prevent unauthorized access to any of
these services. The OnlineSBI service is VERISIGN certified
which guarantees, that it is a secure site. It means that
47
 You are dealing with SBI at that moment.

 The two-way communication is secured with
128-bit SSL encryption technology, which
ensures the confidentiality of the data during
transmission.
4. These together with access control methods designed on the
site would afford a high level of security to the transactions
you conduct. SBI will soon be implementing PKI/Digital
Signature. 5. You are welcome to access OnlineSBI from
anywhere anytime. However, as a matter of precaution,
customers may avoid using PCs with public access. 6. There is
no way to retrieve a password from the system. Therefore if a
customer forgets his password, he must approach the branch
for registration.
 BANKS TERMS:
1. All requests received from customers are logged for backend
fulfillment and are effective from the time they are recorded at
the branch.
2. Rules and regulations applicable to normal banking
transactions in India will be applicable mutatis mutandis for the
transactions executed through this site.
3. The OnlineSBI service cannot be claimed as a right. The bank
may also convert this into a discretionary service anytime.
4. Dispute between the customer and the Bank in this service is
subject to the jurisdiction of the courts in the Republic of India
and governed by the laws prevailing in India.
5. The Bank reserves the right to modify the services offered or
the Terms of service of OnlineSBI. The changes will be notified
to the customers through a notification on the Site.
48
CUSTOMERS OBLIGATIONS:
1. The customer has an obligation to maintain secrecy in
regard to Username & Password registered with the Bank. The
bank presupposes that login using valid Username and
Password is a valid session initiated by none other than the
customer.
2. Transaction executed through a valid session will be
construed by SBI to have emanated from the registered
customer and will be binding on him / her.
3. The customer will not attempt or permit others to attempt
accessing the OnlineSBI through any unlawful means.
DOS & DONTS:

1. The customer should keep his/her ID and password strictly
confidential and should not divulge the same to any other
person. Any loss sustained by the customer due to non-
compliance of this condition will be at his/her own risk and
responsibility and the Bank will not be liable for the same in
any manner.
2. The customer is free to choose a password of his own for

OnlineSBI services. As a precaution a password that in is
generic nature, guessable or inferable personal data such as
name, address, telephone member, driving license, date of
birth etc. is best avoided. Similarly it is a good practice to
commit the password to memory rather than writing it down
somewhere.
3. It may not be safe to leave the computer unattended during
a valid session. This might give access to your account
information to others.
49
ONLINE BANKING RISKS:
CREDIT RISK:
Credit risk is the risk to earnings or capital arising from an
obligator's failure to meet the terms of any contract with the
bank or otherwise to perform as agreed. Credit risk is found in
all activities where success depends on counterparty, issuer,
or borrower performance. It arises any time bank funds are
extended, committed , invested or otherwise exposed through
actual or implied contractual agreements , whether on or off
the bank’s balance sheet.
INTEREST RATE RISK:

Internet rate risk is the risk to earnings or capital arising
from movements in interest rates. Interest rate risk arises
from different between the timing of rate changes and
timing of cash flows. Internet banking can attract deposits,
loans and other relationships from a large pool of possible
customers than other forms of marketing. Greater access
to customers who primarily seek the best rate or term
reinforces the need for managers to maintain appropriate
asset/liability management systems, including the ability
to react quickly to changing market conditions.
LIQUIDITY RISK:
Liquidity risk is the risk to earnings or capital arising from
a bank's inability to meet its obligations when they come
due, without incurring unacceptable losses. Liquidity risk
arises from the failure to recognize or address changes in
m1arket conditions affecting the ability of the bank to
50
liquidate assets quickly and with minimum loss in value.

Asset/liability and loan portfolio management systems
should be appropriate for products offered through
internet banking. Increased monitoring of liquidity and
changes in deposits and loans may be warranted
depending on the volume and nature of internet account
activities.
PRICE RISK:
Price risk is the risk to earnings or capital arising from
changes in the value of traded portfolio of financial
instruments. The risk arises from market making, dealing
and position taking in interest rate, foreign exchange,
equity and commodities markets. Banks may have exposed
to price risk if they create or expand deposit brokering,
loan sales, or securitization programme as a result of
Internet banking activities. Appropriate management
systems should be maintained to monitor, measures, and
manage price risk if assets are activity traded.
FOREIGN EXCHANGE RISK

Foreign Exchange risk is present when a loan or
portfolio of loans is dominated in a foreign currency or is
funded by borrowings in another currency. In some cases,
banks will enter into multi-currency credit commitments
that permit borrowers to select the currency they prefer to
use in each rollover period. Foreign exchange risk can be
intensified by political, social or economic development.
Appropriate systems should be developed if bank engage in
these activities.
REPUTATION RISK:
51
Reputation risk is the current and prospective impact

on earnings and capital arising from negative public opinion.
This affects the institution's ability to establish new
relationships or services. This risk may expose institution to
litigation, financial loss, or a decline in its customer base. A
bank's reputation can suffer if it fails to deliver on marketing
claims or to provide accurate, timely services. National
Banks need to a sure that their business Continuity plans
include the internet banking business. Regular testing or
business continuity plan, communications strategies with
the press and public, will help the bank ensure it can
respond effectively and promptly to any adverse customer of
media reactions.
TRANSACTION RISK:
Transaction risk is the current and prospective risk to
earnings and capital arising from fraud, error, and the inability
to deliver products or services, maintain a competitive
position, and manage information. Transaction risk is evident
in each product and service offered and encompasses product
delivery, transaction processing, system development,
computing systems, complexity of products and services, and
the internal control environment. A high level of transaction
risk may exist with Internet banking products, particularly if
those lines of business are not adequately planned,
implemented and monitored.
COMPLIANCE RISK:
Compliance risk is the risk to earning or capital violations of,
or non-conformance with, laws, rules, regulations, prescribed
practices, or ethical standards. Compliance risk is also arises in
situations where the laws or rules governing certain bank
products or activities of the banks clients may be ambiguous
or untested. Compliance risk exposes the institution to fines,
52
civil money penalties, payment of damages, and the voiding of

contracts.
STRATEGIC RISK:
Strategic risk is the current and prospective impaction
earnings or capital arising from adverse business decisions,
improper implementation of decisions, or lack of
responsiveness to industry changes. The risk is a function of
the compatibility of organizations strategic goals, the business
strategies developed to achieve those goals, the resources
deployed against these goals, and the quality of
implementation. The resources needed to carry out business
strategies are both tangible and intangible. They include
communication channels, operating systems, delivery
networks, and managerial capacities and capabilities. The
organizations internal characteristics must be evaluated
against the impact of economic, technological, competitive,
regulatory, and other environmental hangs.
53
C. LITERTURE-
METHODOLOGY
 Literature review of online-banking
4.(Graven, 2000) According to the author,

The banking industry believes that the adoption of new
technology, banks will be able to improve the level of customer
service and tie customers closer to the shore. Meanwhile, the
banking sector was also looking for new ways to expand your
customer base and to counter the aggressive marketing efforts
from traditional banks.
Simpson (2002)-
54
Suggest that e-banking is driven largely by the prospects of

operating costs minimization and operating revenues
maximization. A comparison of online banking in developed and
emerging markets reveals that in developed markets lower costs
and higher revenues are more noticeable.
 (Smith, 2006). For the past decades,
The banking sector has chosen a new service channel based
on the progress of information technology-the Internet-to respond
to the changes in customer preference and needs, increased
competition from non-banks, changes in demographic and social
trends, and government deregulations of the financial service
sector.
 (Liu, 2008)
E-banking provides enormous benefits to consumers in
terms of the ease and cost of transactions.
Paul, 1996
According to Philip Kotler, “the online marketing is the
growing form of direct marketing”. The consumer’s perception
of convenience, price, product information and service has been
significantly affected by the internet and modern marketing
requires businesses to be committed to consumer orientation
(Jaworski and Kohli, 1993). Therefore a substantial web
presence is absolutely essential for each and every one the
companies today.
Steltzner, 2009
Online marketing is today seen by many practitioners as
the new arena for market communication and on top of the list
of users of the different mediums is Facebook, Blogs, Twitter,
YouTube and LinkedIn
Sharma Esha (2012)
55
Concluded that- The liberalized policy of the govt. of India

permitted entry to the ICICI in the banking; the industry has
witnessed a generation of private players. That’s why the
present paper special emphasis has been laid down on the
financial analysis of the bank by using different research ant
statistical tools.
(Paul & Mitra, 2015)
Have done technical analysis to identify and forecast price
fluctuation in share market. Four major banks of India used as
sample and these banks represents around 80% shares in bank
nifty. For concluding study moving average and other technical
tools were applied.
(Bhattacharyya & Pal, 2013)
Estimated technical efficiency of Indian commercial banks for
ten years. They have used generalized stochastic production
frontier to study effect of financial reforms and technical
efficiency. Result of the study revealed that public commercial
banks are more efficient in comparison of private and foreign
bank. As well ratio of effectiveness in public bank is around
64%.
(Raiyani & Bhatasna, 2013)
Examined technical efficiency of Indian banks with five input
variables which includes deposits, net worth, fixed assets and
operating efficiency. Researcher have used around forty nine
banks of India as a sample and determined score of all this
banks based on efficiency level.
56
D. DATA –ANALYSIS
Data analysis is defined as a process of cleaning,

transforming, and modelling data to discover useful information
for business decision making. The purpose of Data Analysis is to
extract useful information from data and taking the decision
based upon the data analysis
Data integration is a precursor to data analysis, and data

analysis is closely linked to data visualization and data
dissemination.
57
1] SWOT Analysis: Strength, Weakness, Opportunities and

Threats.
2] PEST Analysis: Political, Economic, Social, Technological
3] Value Chain Analysis
4] Five Forces Analysis
5] Graphical Method
6]Four Corner Analysis: Motivation, Current strategy,

Capabilities, Management Assumptions
7] Strategy Analysis using process map design
8] Competitor Analysis
9] Root Cause Analysis
The Following Project Analysis is done on the

basis of Graphical Method.
58
1] IN WHICH BANK DO YOU HAVE AN ACCOUNT?

o HDFC
o AXIS
o SBI
o ICICI
o OTHER
PARTICULAR PERCENTAGE
HDFC 8.3%
AXIS 11.1%
SBI 44.4%
ICICI 9.7%
OTHER 29.2%
8%
29% 11%
HDFC
AXIS
SBI
ICICI
AXIS
10%
44%
INTERPRETATION:
Above chart shows that, 8.3% respondents have an account
in HDFC Bank, 11.1% respondents have an account in AXIS Bank,
44.4% respondents have an account in SBI Bank, 9.7% Respondents
have an account in ICICI Bank, 29.2% have an account in Other Bank.
59
2] ARE YOU USING ONLINE BANKING?

o YES
o NO
YES 69.3%
NO 30.7%
31%
YES
NO
69%
INTRPRETATION:
Above chart shows that, 69.3% respondents are using online
banking and 30.7% respondent are still not aware about online
banking.
60
3] HOW FREQUENTLY ARE YOU USING ONLINE

BANKING?
o DAILY
o WEEKLY
o MONTHLY
o YEARLY
o NEVER
PARTICULER PERCENTAGE
DAILY 28.4%
WEEKLY 21.6%
MONTHLY 16.2%
YEARLY 6.8%
NEVAR 29.7%
Series 1
NAVER 30%
YEARLY 7%
MONTHLY 16%
WEEKLY 22%
DAILY 28%
0% 5% 10% 15% 20% 25% 30% 35%
INTERPRETATION
Above chart shows that, 30% respondents are never
using online banking, 7% respondents are using online banking in
yearly basis, 16% respondents are using online banking in monthly
basis, 22% respondents are using online banking in weekly basis,
and 28% respondents are using online banking in a daily basis.
61
4] DO YOU HAVE REQUIRED KNOWLEDGE ABOUT

ONLINE BANKING?
o YES
o NO
PARTICULAR PARCENTAGE
YES 68.5%
NO 31.5%
32%
YES
NO
68%
INTERPRETATION
Above chart shows that 68% respondents have required
knowledge of online banking & 32% respondents have not required
knowledge about online banking.
62
5] WHAT ARE THE MAIN REASONS THAT YOU ARE

NOT USING ONLINE BANKING?
o NEVER HEARD
o FOR SECURITY
o FOR SAFETY & PRIVACY
o NOT AWARE
o OTHER
NEVAR HEARD 14.7%
FOR SECURITY 32.4%
FOR SAFETY & PRIVACY 16.2%
NOT AWARE 13.2%
OTHER 25%
15%
25%
NEVAR HEARD
FOR SECURITY
FOR SAFETY & PRIVACY
NOT AWARE
OTHER
13% 32%
16%
INTERPRETATION
Above chart shows that, 15% respondents main reason that
they are not using online banking because of never heard about that,
32 Above chart % respondents main reason that they are not using
online banking because of security purpose, 16% respondents are
not using online banking because of for their safety and privacy
purpose, 13% respondents main reason that they are not using
63
online banking because of they are not aware about online banking,
and 25% respondents are not using online banking because they
have other reasons.
6] HOW DO YOU RENDER ONLINE BANKING

SERVICES?
o NET BANKING
o MOBILE APP
o PHYSICALLY
o E-WALLETS\CARDS
PARTICULAR PARCENTAGES
NET BANKING 35.6%
MOBILE APP 57.5%
PHYSICALLY 13.7%
E-WALLETS/CARDS 21.9%
70%
60%
50%
40%
30% 58%
20%
36%
10% 22%
14%
0%
NET BANKING MOBILE APP PHYSICALLY E-WALLETS AND CARDS
INTERPRETATION:
Above chart shows that, 36% respondents are render
online banking services through net banking, 58% respondents are
64
render online banking services through mobile app, 14%

respondents are render for online banking through physically, and
22% respondent are render online banking services through E-
wallets\cards.
7] WHICH APPLICATION DO YOU USES?

o PHONE PAY
o AMEZON PAY
o GOOGLE PAY
o PAYTM
o NONE
PHONE PAY 36.4%
AMAZONE PAY 54.56%
GOOGLE PAY 16.7%
PAYTM 42.4%
NONE 3%
Series 1
NONE 3%
PAYTM 42%
Series 1
GOOGLE PAY 17%
AMEZON PAY 55%
PHONE PAY 36%
0% 10% 20% 30% 40% 50% 60%
INTERPRETATION:
65
Above chart shows that, 36% respondents uses phone pay

application, 55% respondents uses Amazon pay, 17% respondents
uses Google pay application, 42% respondents uses Pay tm
application.
8] HOW DID YOUR BANK INFORM ABOUT ONLINE

BANKING TO YOU?
o E-MAIL
o THROUGH BANK OWN APP
o SOCIAL SITES
o BANK SMS
o OTHER
E-MAIL 43.7%
THROUGH BANK OWN APP 18.3%
SOCIAL SITES 15.5%
BANK SMS 39.4%
OTHER 7%
7%
44%
39% E-MAIL
THROUGH BANK APP
SOCIAL SITES
BANK SMS
OTHER
16% 18%
INTERPRETATION:
66
Above chart shows that, 44% respondents get information

about online banking through E-mail, 18% respondents get
information about online banking through bank own app, 16%
respondents get information about online banking through social
sites, 39% respondents get information about online banking
through bank SMS & 7% respondents get information through
other.
9] DO YOU THINK PREFFERING ONLINE BANKING IN

BANKING SECTOR….
o SAVES TIME
o SAVES MONEY
o IS RISKY
o MORE CONFUSING
o GOOD ALTERNATIVE
PARTICULAR PARTICULAR
SAVES TIME 61.06%
SAVES MONEY 38.4%
IS RISKY 8.2%
MORE CONFUSING 6.8%
GOOD ALTERNATIVE 4.1%
67
10%
7%
8%
SAVES TIME
SAVES MONEY
62% IS RISKY
MORE CONFUSING
GGOD ALTERNATIVE
38%
INTERPRETATION
Above chart shows that, 62% respondents preferring
online banking for saves time, 38% respondents preferring
online banking for saves money, 8% respondents not preferring
online banking because of it is risky, 7% respondents not
preferring online banking because of it is more confusing, 10%
respondents preferring online banking for it is good alternative.
10] WHAT ARE THE DIFFICULTIES YOU FACE WHILE

TRANSACTING MONEY THROUGH ONLINE
EBANKING?
o NETWORK ISSUE
o PASSWORD ERRORS
o DATA LEAKAGE
o AUTHENTIC PROBLEM
o SECURITY ISSUE
NETWORK ISSUUE 63.4%
PASSWORD ERRORS 15.5%
DATA LEAKAGE 15.5%
AUTHENTIC PROBLEM 4.2%
SECURITY ISSUE 14.1%
68
SECURITYISSUES 14%
AUTHENTIC PROBLEM 4%
DATA LEAKAGE 16%
PASSWORD ERROR 16%
NETWORK ISSUE 63%
0% 10% 20% 30% 40% 50% 60% 70%
INTERPRETATION
Above chart shows that, 63% respondents have faced
network issues difficulties while transacting money through
online banking, 16% respondent have faced password error
difficulties while transacting money through online banking,
16% respondents have faced data leakage difficulties while
transacting money through online banking, 4% respondents have
faced authentic problem while transacting money through online
banking, and 14% respondents have faced security issue
difficulties while transacting money through online banking
11] KINDLY RATE YOUR SATISFACTION LEVEL OF

THE FOLLOWING OF YOUR BANKING SERVICES.
o HIGHLY SETISFIED
o SATISFIED
o NEUTRAL
o DIS-SATISFIED
o HIGHLY DISSATISFIED
o FUND
o ATM
o PAY BILLS
o ONLINE TRANSATION
o OTHER
69
PAY-BILLS 10%
19%
5%
ONLINE FIXED DEPOSIT 11%
29%
HIGHLY DISSATISFIED
BALANCE ENQUIRY 11% DISSATISFIED
23% NEUTRAL
SATISFIED
4% HIGHLY SATISFIED
ATM BANKING 20%
37%
20%
FUND TRANSFER 4%
24%
0% 5% 10% 15% 20% 25% 30% 35% 40%
INTERPRETATION:
FUND: Above chart shows that, respondents give their rate on

banking services in that 37 respondents are highly satisfied in fund
services, 24 respondents are satisfied in fund services, 4
respondents are neutral in fund services, 1 respondents are highly
dissatisfied in fund services.
ATM: Above chart shows that, respondents give their rate on

banking services in that, 20 respondents are highly satisfied in ATM
services, 37 respondents are satisfied in ATM services, 20
respondents are neutral in ATM services, 4 respondents are
dissatisfied in ATM services & no respondents are highly dissatisfied
in ATM services.
PAY-BILLS: Above chart shows that, respondents give their rate

on banking services in that, 23 respondents are highly satisfied in
pay bills services, 23 respondents are satisfied in pay bills services,
11 respondents are neutral in pay bills, no respondents are
dissatisfied in pay bills services & no respondents are highly
dissatisfied in pay bills services.
70
ONLINE TRANSACTIONS: Above chart shows that,

respondents give their rate on banking services in that, 9
respondents are highly satisfied in online transactions services 29
respondents are satisfied in online transactions services, 11
respondents are neutral in online transactions services, 5
respondents are dissatisfied in online transaction services, no
respondent are highly dissatisfied in online transactions.
OTHER: Above chart shows that respondents give their rate on

banking services in other services in that, 23 respondents are highly
satisfied in other services, 19 respondents are satisfied in other
services, 10 respondents are neutral in other services, 5
respondents are dissatisfied in other services & no one is highly
dissatisfied in banking other services
12] RATE YOUR LIKELINESS IN TERMS OF

UPGRADATION & UPDATE FOR ONLINE SERVICES.
o GOOD
o VERY GOOD
o AVERAGE
o BEST
GOOD 70.3%
VERY GOOD 20.3%
71
BETTER 8.1%
WORST 1.4%
80%
70%
60%
50%
40% 70%
30%
20%
20%
10%
8%
1%
0%
GOOD VERY GOOD BETTER WORST
INTERPRETATION
Above chart shows that, 70% respondents give “Good” rating in
terms of upgradation and update for online services, 20%
respondents give “Very Good” rating in terms of upgradation and
update for online banking services, 8% respondents give “Better”
rating in terms of upgradation and update for online banking services
& 1% respondents give “Worst” rating in terms of upgradation &
update for online banking services.
13]. IN YOUR OPINION WHICH ONLINE OPERATION

SHOULD BE MODIFIED PROMPTLY FOR BETTER
SERVICES IN FUTURE?
o ATM SERVICES
o FUND TRANSFER
72
o BILLS PAYMENT
o E-DEPOSIT
o E-TAX PAYMENT
o MARKET INVESTMENT & DEMAT SERVICES
o LOANS & CREDIT SERVICES
o INTERNET SECURITY SERVICES
o OTHER CUSTOMERS RELATIONSHIP SERVICE
ATM SERVICES 61.1%
FUND TRANSFER 20.8%
BILLS PAYMENT 29.2%
E-DEPOSIT 19.4%
E-TAX PAYMENT 12.5%
MARKET INVESTMENT 15.3%
& DEMAT SERVICES
INTERNET SECURITY 22.2%
SERVICES
LOANS & CREDIT 18.1%
SERVICES
OTHER CUSTOMERS 22.2%
RELATIONSHIP SERVICE
73
E-DEPOSIT
BILLS PAYMENT
FUND TRANSFER
ATM SERVICES
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00%
INTERPRETATION
Above chart shows that respondents give 61.1% on ATM
services,20.8% on fund transfer, 29.2% on bills payments, 19.4% on e-
deposit, 12.5% on e-tax payments, 15.3% on market investment &
demat services, 18.1% loans & credit services, 22.2% on internet
security services, 22.2% on other customer relationship services.
14]. ARE THE EXTRA CHARGES CHARGED BY YOUR

BANK FEASIBLE?
o STRONGLY AGREE
74
o AGREE
o NEUTRAL
o DISAGREE
STORNGLY AGREE 23%
AGREE 34%
NEUTRAL 30%
DISAGREE 14%
DISAGREE 14%
NEUTRAL 30%
AGREE 34%
STRONGLY AGREE 23%
0% 5% 10% 15% 20% 25% 30% 35% 40%
INTERPRETATION
Above chart shows that, respondents marked their views on
charges charged by their bank are feasible or not, In that 14%
respondents disagree, 30% respondents neutral in their views,
34% respondents agree, 23% respondents strongly agree in their
views.
15] GIVE YOUR OVERALL RATING IN ONLINE

BANKING SERVICES.
o EXCELLENT
o VERY GOOD
75
o GOOD
o FAIR
o AVERAGE
RATING NO. PARTICULAR PARCENTAGE

1 EXCELLENT 4.6%
2 VERY GOOD 1.5%
3 GOOD 15.4%
4 FAIR 24.6%
5 AVERAGE 53.8%
Sales
15% 2%
5%
EXCELLENT
VERY GOOD
GOOD
FAIR
54%
AVERAGE
25%
INTERPRETATION
Above chart shows that, respondents overall rating in
banking services, In that, 54% respondents rating in “Excellent”,
25% respondents rating in “Very Good”, 15% respondents rating
in “Good”, 2% respondents rating in “Fair” and 5% respondents
rating in “Average”.
 GENDER:
76
o FEMALE
o MALE
PARTICULAR PERCENTAGES
FEMALE 69.4
MALE 30.6
31%
FEMALE
MALE
69%
INTERPRETATION:
Above chart shows that, out of 75 respondents 69% are

female and 31% are male.
 AGE GROUP-
77
o 18-20
o 21-30
o 31-40
o 41-50
o ABOVE 51
18-20 45.3%
21-30 39.6
31-40 8.1%
41-50 5%
ABOVE 2%
5.00%
8.10%
18-20
21-30
45.30% 31-40
41-50
ABOVE
39.30%
INTERPRETATION:
Above chart shows that, out of 100 respondents 45.30% age group
is 18-20, 39.30% respondents are in 21-30 age group, 8.10%
respondents are in 31-40 age group, 5% respondents are in 41-50 age
group and non of respondents are in above 51 age group category.
78
EDUCATION QUALIFICATION:
o 12TH
o UNDER GRADUATE
o GRADUATE
o POST GRADUATE
o PROFESSIONAL
EDUCATION PARCENTAGE
TH
12 26.7%
UNDER GRADUATE 45.3%
GRADUATE 22.7%
POST GRADUATE 8%
PROFESSIONAL 1.3%
Sales
8.00%
26.70% 12TH
UNDER GRADUATION
22.70% GRADUATE
POST GRADUATE
PROFESSIONAL
45.30%
INTERPRETATION:
Above chart shows that, 26.7% respondents are 12th, 45.30%
respondents are under graduate, 22.70% respondents are
graduate, 8% respondents are post graduate 26.70%
respondents are professional.
79
OCCUPATION:
o STUDENT
o SELF EMPLOYEE
o HOUSE WIFE
o PROFESSIONAL
o BUSINESS
o SERVICES CLASS
STUDENT 62.7%
SELF EMPLOYEE 8%
HOUSE WIFE 9.3%
BUSINESS 14.7%
SERVICES CLASS 5.3%
BUSINESS 15%
HOUSE WIFE 9%
SELF EMPLYEE 8%
STUDENT 63%
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00%
IN
INTERPRETATION:
Above chart shows that, 62.7% respondents are students, 8%

respondents are self-employed, 9.3% respondents are house wife,
14.7% respondents have own business, 5.3% respondents are
work in service class.
80
 MARITIAL STATUS:
o MARRIED
o UNMARRIED
MARRIED 24%
UNMARRIED 76%
24%
MARRIED
UNMARRIED
76%
INTERPRETATION
Above chart shows that, 24% respondents are married and 76%
respondents are unmarried.
81
 ANNUAL FAMILY INCOME-

o UNDER 2,00,000
o 2,00,000-4,00,000
o 4,00,000-8,00,000
o 8,00,000-15,00,000
o ABOVE 15,00,000
o UNDER 2,00,000 53.3%
o 2,00,000-4,00,000 18.7%
o 4,00,000-8,00,000 22.7%
o 8,00,000-15,00,000 4%
o ABOVE 15,00,000 1.3%
Sales
4.00%
UNDER 200000
22.70% 200000-400000
400000-800000
800000-1500000
ABOVE 1500000
53.30%
18.70%
INTERPRETATION
Above chart shows the respondent’s family income, In that
53.3% respondents are in UNDER 2,00,000, 18.70% respondents
82
in 2,00,000- 4,00,000, 22.7% respondents are in 4,00,000-

8,00,000, 4% respondents are in 8,00,000-15,00,000, 1.3%
respondents are in above 15,00,000.
E. RESERCH FINDINGS
As per my report the findings are as follows:

 Respondents between the age group 20-40 years mostly
prefer online banking.
 Around 80-85 percent people are using online banking
which shows that common people are aware about online
transactions.
 More than 50% respondents prefer private banks.
 Still safety & privacy issues restrict respondents from
using online banking.
 Most of the respondents prefer mobile applications like
Paytm & Phone Pe which saves time.
83
 Network issue is the most faced difficulty by the

respondents.
 From the overall survey I came to a conclusion that,
respondents are satisfied with the online banking
services.
F. SUGGESTIONS
 Most of the respondents are aware about online banking

but still there are some who are still unaware.
 Government banks need to improve their technological
infrastructure.
 Banks must provide end-to-end digital on boarding.
 Internet banking facilities must be made available in all
banks as well as in all branches.
84
 Banks can introduce integrated e-Checks or electronically

created items (ECI) as a payment vehicle.
 Banks must ensure that their apps are up-to-date and
easily available for IOS systems.
G. CONCLUSION
 The survey was conducted with 75 people of Rajkot. So it

is hard to say about the real trends of net banking of
whole country. People are not confident enough whether
to rely completely on online banking, so they use both.
The above study shows that people are using ATM
banking, bill payment, transactions through different
85
apps etc, but any RTGS & NEFT is a still uncommon

among people.
 Studying the project I came to know that Internet banking

is clearly the way forward for the State Bank of India. It
provides comfort to customers at the same time it
provides cost cutting to SBI by eliminating physical
documentation. Internet banking saves time of bank as
well as those of customers. Study states that internet
banking provides greater reach to customers. Feedback
can be obtained easily as internet is virtual in nature.
Customer loyalty can be gain. Personal attention can be
given by bank to customer also quality service can be
served. Bank should know that No system is perfect,
however a system of such a type will need to be very
secure. This is a system which holds account details and
customers wealth. If such a system was not trusted and
not reliable, then SBI would face serious laws and would
lose business.
86
H. REFERANCE
BIBIOLYGRAPHY:
1. Uppal R K, “E-Age Technology- New Face of Indian Banking

Industry: Emerging Challenges and New Potentials”, Journal
of Social and Development Sciences, Vol. 1, No. 3, April 2011
2. New Age International Publishers - By C.R. Kothari, Gaurav

Garg
3. THE INSIDE STORY OF INDIAN BANKING BYSANDIP SEN
WEBLOGRAPHY:
 For online banking:

 https://www.paisabazaar.com/banking/internet-
banking-e-banking/
87
 For marketing mix:

 https://www.marketing91.com/marketing-mix-of-
state-bank-of-india/#:~:text=State%20Bank%20of
%20India%20offers%20a%20variety%20of
%20financial%20services,includes%20creativeness
%20at%20each%20level.
 For online banking services

 https://www.toppr.com/guides/general-awareness/
financial-reforms-and-banking-innovation/services-
of-banks/
 https://www.ndtv.com/business/state-bank-of-india-
sbi-latest-interest-rates-top-10-services-national-
pension-system-nps-net-bankin-1948905
 For SBI bank

 https://www.google.com/search?
q=online+banking+servicessbi+logo&source=lnms&t
bm=isch&sa=X&ved=2ahUKEwiZgJPi9Pb1AhX1slYBH
bAyDGMQ_AUoAXoECAEQAw&biw=1366&bih=568&d
pr=1#imgrc=9xHPVI0IrpMa3M
 For respondents review form

 https://docs.google.com/forms/d/e/
1FAIpQLSePxX1QihceUGmTlmrMRWjvGaxT3ePTjueA
9aXWQihC9Pj1zw/viewform?usp=pp_url
 www.statebankofindia.com
 www.onlinesbi.com
88
 www.weikipedia.com
 www.eHow.com
 www.Indiatimes.com
I. ANNEXURE
 GENDER:
o FEMALE
o MALE
 AGE GROUP-
o 18-20
o 21-30
o 31-40
o 41-50
o ABOVE 51
 EDUCATION QUALIFICATION:
o 12TH
o UNDER GRADUATE
o GRADUATE
o POST GRADUATE
o PROFESSIONAL
89
 OCCUPATION:
o STUDENT
o SELF EMPLOYEE
o HOUSE WIFE
o PROFESSIONAL
o BUSINESS
o SERVICES CLASS
 MARITIAL STATUS:
o MARRIED
o UNMARRIED
 ANNUAL FAMILY INCOME-

o UNDER 2,00,000
o 2,00,000-4,00,000
o 4,00,000-8,00,000
o 8,00,000-15,00,000
o ABOVE 15,00,000
1] IN WHICH BANK DO YOU HAVE AN ACCOUNT?
90
o HDFC
o AXIS
o SBI
o ICICI
o OTHER
2] ARE YOU USING ONLINE BANKING?

o YES
o NO
3] HOW FREQUENTLY ARE YOU USING ONLINE BANKING?

o DAILY
o WEEKLY
o MONTHLY
o YEARLY
o NEVER
4] DO YOU HAVE REQUIRED KNOWLEDGE ABOUT ONLINE

BANKING?
o YES
o NO
5] WHAT ARE THE MAIN REASONS THAT YOU ARE NOT

USING ONLINE BANKING?
o NEVER HEARD
91
o FOR SECURITY
o FOR SAFETY & PRIVACY
o NOT AWARE
o OTHER
6] HOW DO YOU RENDER ONLINE BANKING SERVICES?

o NET BANKING
o MOBILE APP
o PHYSICALLY
o E-WALLETS\CARDS
7] WHICH APPLICATION DO YOU USES?

o PHONE PAY
o AMEZON PAY
o GOOGLE PAY
o PAYTM
o NONE
8] HOW DID YOUR BANK INFORM ABOUT ONLINE

BANKING TO YOU?
o E-MAIL
o THROUGH BANK OWN APP
o SOCIAL SITES
o BANK SMS
o OTHER
92
9] DO YOU THINK PREFFERING ONLINE BANKING IN

BANKING SECTOR….
o SAVES TIME
o SAVES MONEY
o IS RISKY
o MORE CONFUSING
o GOOD ALTERNATIVE
10] WHAT ARE THE DIFFICULTIES YOU FACE WHILE

TRANSACTING MONEY THROUGH ONLINE EBANKING?
o NETWORK ISSUE
o PASSWORD ERRORS
o DATA LEAKAGE
o AUTHENTIC PROBLEM
o SECURITY ISSUE
11] KINDLY RATE YOUR SATISFACTION LEVEL OF THE

FOLLOWING OF YOUR BANKING SERVICES.
HIGHLY SATISFIE NEUTRA DISSATISFIE HIGHLY
SATISFIE D L D DISSATISFIE
D D
FUND
93
ATM
BANKING
BALANCE
ENQUIRY
ONLINE
FIXED
DEPOSIT
E
PAY
BILLS
12] RATE YOUR LIKELINESS IN TERMS OF UPGRADATION

& UPDATE FOR ONLINE SERVICES.
o GOOD
o VERY GOOD
o AVERAGE
o BEST
13]. IN YOUR OPINION WHICH ONLINE OPERATION
SHOULD BE MODIFIED PROMPTLY FOR BETTER SERVICES
IN FUTURE?
o ATM SERVICES
o FUND TRANSFER
o BILLS PAYMENT
o E-DEPOSIT
o E-TAX PAYMENT
o MARKET INVESTMENT & DEMAT SERVICES
o LOANS & CREDIT SERVICES
o INTERNET SECURITY SERVICES
o OTHER CUSTOMERS RELATIONSHIP SERVICE
94
14]. ARE THE EXTRA CHARGES CHARGED BY YOUR BANK

FEASIBLE?
o STRONGLY AGREE
o AGREE
o NEUTRAL
o DISAGREE
15] GIVE YOUR OVERALL RATING IN ONLINE BANKING

SERVICES.
o EXCELLENT o FAIR
o VERY GOOD o GOOD
o AVERAGE
95
96

Online Banking Services of India: 2/16/2022 Devanshi Parmar

Uploaded by

Copyright:

Available Formats

Online Banking Services of India: 2/16/2022 Devanshi Parmar

Uploaded by

Document Information

Original Description:

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Online Banking Services of India: 2/16/2022 Devanshi Parmar

Uploaded by

Copyright:

Available Formats

Online Banking Services of India

SHREE J.H.BHALODIA WOMEN'S COLLEGE

PREPARED BY : DEVANSHI PARMAR

The choice of the present topic of the study was the

I wish to express my sincere gratitude to DR. N. M.

I hereby declared that the project work with the title of

SECTION TOPICS PG.NO.

EXCLUSIVE SUMMARY OF ONLINE BANKING

INDIAN BANKING SECNARIO:

Online Banking in India:

In India online banking is of fairly recent origin. The

ABOUT SBI BANK:

The Indian banking system consists of public sector banks,

B.1 What is service?

B.1 WHAT IS A SERVICE?

B.2 WHAT IS SERVICES MARKETING MIX

 B.2.1MARKETING MIX OF SBI

Place in the Marketing mix of State bank of India:

In international arena, the bank has nearly 190 overseas

Banking facilities are handled very easily over there by

Price in the Marketing mix of State bank of India:

The bank’s value added strategies are made keeping in mind

The pricing policies and decisions are based on the rate of

Promotions in the Marketing mix of State bank of India:

The advantage of each product is emphasized so that the

B.3 WHAT IS ONLINE BANKING?

To access online banking, a customer would go to the financial

B.4 FEATURES OF ONLINE BANKING

The common features fall broadly into several

Bank customers can transact banking tasks through online

• Paying third parties, including bill payments (see, e.g.,

Some financial institutions offer unique Internet banking

B.5 HISTORY OF ONLINE BANKING

HISTORY OF ONLINE BANKING IN INDIA…..

B.6 DEVELOPMENT OF ONLINE BANKING IN

B.7 VARIOUS FORMS OF ONLINE BANKING

B.8 ADVANTAGES OF ONLINE BANKING

check the progress of your investments, review interest

B.9 DISADVANTAGES OF ONLINE BANKING

 Yes, online banking is generally secure, but it certainly isn't

to. Some people simply take comfort in being able to talk to

B.10 CHALLENGES OF ONLINE BANKING IN

trust, security and privacy standards, high trade barriers,

B.11 PROBLEM RELATING TO ONLINE BANKING

information to a caller, and do not click any links provided in

The common features fall broadly into several

• viewing images of paid cheques

Bank customers can transact banking tasks through

Some financial institutions offer unique Internet

B.13 STATE BANK OF INDIA

B.13.2 HISTORY OF STATE BANK OF INDIA

bank of Bengal (2 January 1809) on 15 thApril 1840. The bank

B.13.3 STRUCTURE AND ORGANIZATION

B.13.4 ONLINE BANKING AT STATE BANK

internet enabled branch required to get register for the online

B.13.5 APPLY FOR ONLINESBI (ONLINE

B.13.6 CHANGES BROUGHT IN INFORMATION

B.13.7 ONLINE BANKING FACILITY THROUGHT