CUSTOMER SATISFACTION FROM E - BANKING SERVICES WITH

REFERENCE TO HDFC BANK

 TABLE OF CONTENTS

S.NO CONTENT PAGE NO

CHAPTER - 1 INTRODUCTION 01 - 08

CHAPTER - 2 OBJECTIVES, SCOPE 09 - 12

CHAPTER - 3 E - BANKING 13 - 27

CHAPTER - 4 COMPANY PROFILE 28 - 32

REVIEW

CHAPTER -5 OF LITERATURE 33 - 42

RESEARCH

CHAPTER - 6 METHODOLOGY 43 - 46

DATA ANALYSIS AND

CHAPTER - 7 INTERPRETATION 47 - 56

SUGGESTIONS AND

CHAPTER -8 RECOMMENDATIONS 57 - 59

CHAPTER -9 CONCLUSION 60 - 61

CHAPTER - 10 BIBLIOGRAPHY 62 - 63
 CHAPTER - 1

INTRODUCTION

1
 INTRODUCTION

Modern banking in India originated in the last decade of the 18th century. Among
the first bank were the Bank of Hindustan, which was established in 1770 and
liquidated in 1829–32; and the General Bank of India, established in 1786 but
failed in 1791.

The largest and the oldest bank which is still in existence is the state bank of India
(S.B.I). It originated and started working as the Bank of Calcutta in mid-June
1806. In 1809, it was renamed as the Bank of Bengal. This was one of the three
banks founded by a presidency government, the other two were the Bank of
Bombay in 1840 and the Bank of Madras in 1843.

The three banks were merged in 1921 to form the Imperial Bank of India, which
upon India's independence, became the State Bank of India in 1955. For many
years the presidency banks had acted as quasi-central banks, as did their
successors, until the Reserve Bank of India was established in 1935, under the
Reserve Bank of India Act, 1934.

In 1960, the State Banks of India was given control of eight state-associated banks
under the State Bank of India (Subsidiary Banks) Act, 1959. These are now called
its associate banks. In 1969 the Indian government nationalized 14 major private
banks; one of the big banks was Bank of India. In 1980 6 more private banks were
nationalized. These nationalized banks are the majority of lenders in the Indian
economy. They dominate the banking sector because of their large size and
widespread networks.

The Indian banking sector is broadly classified into scheduled and non-scheduled
banks. The scheduled banks are those included under the 2nd Schedule of the
Reserve Bank of India Act, 1934. The scheduled banks are further classified into:
nationalized banks; State Bank of India and its associates; Regional Rural Banks
(RRBs); foreign banks; and other Indian private sector banks. The term
commercial banks refer to both scheduled and non-scheduled commercial banks
regulated under the Banking Regulation Act, 1949.

2
 Generally the supply, product range and reach of banking in India is fairly
mature-even though reach in rural India and to the poor still remains a challenge.
The government has developed initiatives to address this through the State Bank
of India expanding its branch network and through the National Bank for
Agriculture and Rural Development (NABARD) with facilities like micro
finance.

HISTORY OF BANKING IN INDIA

For the past three decades, India's banking system has several outstanding
achievements to its credit. The most striking is its extensive reach. It is no longer
confined to only metropolitans or cosmopolitans in India. In fact, Indian banking
system has reached even to the remote corners of the country. This is one of the
main reasons of India's growth process.

The government's regular policy for Indian bank since 1969 has paid rich
dividends with the nationalization of 14 major private banks of India. Not long
ago, an account holder had to wait for hours at the bank counters for getting a
draft or for withdrawing his own money. Today, he has a choice. Gone are days
when the most efficient bank transferred money from one branch to other in two
days. Now it is simple as instant messaging or dial a pizza. Money have become
the order of the day.

The first bank in India, though conservative, was established in 1786. From 1786
until today, the journey of Indian Banking System can be segregated into three
distinct phases. They are as mentioned below:

 Early phase from 1786 to 1969 of Indian Banks.

 Nationalization of Indian banks and upto 1991 prior to Indian Banking sector
Reforms.

 New phase of Indian Banking sector system with the advent of Indian Financial &
Banking sector reforms after 1991.

3
PHASE -1

The General Bank of India was set up in the year 1786. Next came Bank of Hindustan
and Bengal Bank. The East India Company established Bank of Bengal (1809), Bank of
Bombay (1840), and Bank of Madras (1843) as independent units and called it
Presidency Banks. These three banks were amalgamated in 1920 and Imperial Bank of
India was established which started as private shareholders banks, mostly Europeans
shareholders.

In 1865, Allahabad Bank was established and first time exclusively by Indians, Punjab
National Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and
1913, Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank,
and Bank of Mysore were set up. Reserve Bank of India came in 1935.

During the first phase, the growth was very slow and banks also experienced periodic
failures between 1913 and 1948. There were approximately 1100 banks, mostly small.
To streamline the functioning and activities of commercial banks, the Government of
India came up with The Banking Companies Act, 1949 which was later changed to
Banking Regulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965).
Reserve Bank of India was vested with extensive powers for the supervision of banking
in India as the Central Banking Authority.

4
PHASE - 2

Government took major steps in this Indian Banking Sector Reform after independence.
In 1955, it nationalized Imperial Bank of India with extensive banking facilities on a
large scale especially in rural and semi-urban areas. It formed State Bank of India to act
as the principal agent of RBI and to handle banking transactions of the Union and State
Governments all over the country.

Seven banks forming subsidiary of State Bank of India was nationalized in 1960 on 19
July 1969, major process of nationalization was carried out. It was the effort of the then
Prime Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the country
were nationalized .

Second phase of nationalization Indian Banking Sector Reform was carried out in 1980
with seven more banks. This step brought 80% of the banking segment in India under
Government ownership.

The following are the steps taken by the Government of India to Regulate Banking
Institutions in the Country:

 1949: Enactment of Banking Regulation Act.

 1955: Nationalization of State Bank of India.

 1959: Nationalization of SBI subsidiaries.

 1961: Insurance cover extended to deposits.

 1969: Nationalization of 14 major banks.

 1971: Creation of credit guarantee corporation.

 1975: Creation of regional rural banks.

 1980: Nationalization of seven banks with deposits over 200 crore.

5
After the nationalization of banks, the branches of the public sector bank India rose to
approximately 800% in deposits and advances took a huge jump by 11,000%.Banking in
the sunshine of Government ownership gave the public implicit faith and immense
confidence about the sustainability of these institutions.

PHASE - 3

This phase has introduced many more products and facilities in the banking sector in its
reforms measure. In 1991, under the chairmanship of M Narasimha, a committee was set
up by his name, which worked for the liberalization of banking practices.

The country is flooded with foreign banks and their ATM stations. Efforts are being put
to give a satisfactory service to customers. Phone banking and net banking is introduced.
The entire system became more convenient and swift. Time is given more importance
than money.

The financial system of India has shown a great deal of resilience. It is sheltered from
any crisis triggered by any external macroeconomics shock as other East Asian Countries
suffered. This is all due to a flexible exchange rate regime, the foreign reserves are high,
the capital account is not yet convertible, and banks and their customers have limited
foreign exchange exposure.

NATIONALIZATION OF BANKS IN INDIA

The nationalization of banks in India took place in 1969 by Mrs. Indira Gandhi the then
prime minister. It nationalized 14 banks then. These banks were mostly owned by
businesspersons and even managed by them.

 Central Bank of India

 Bank of Maharashtra

 Dena Bank

6
 Punjab National Bank

 Syndicate Bank

 Canara Bank

 Indian Bank

 Indian Overseas Bank

 Bank of Baroda

 Union Bank

 Allahabad Bank

 United Bank of India

 UCO Bank

 Bank of India

Before the steps of nationalization of Indian banks, only State Bank of India (SBI) was
nationalized. It took place in July 1955 under the SBI Act of 1955. Nationalization of
Seven State Banks of India (formed subsidiary) took place on 19
July 1960.

The State Bank of India is India's largest commercial bank and is ranked one of the top
five banks worldwide. It serves 90 million customers through a network of 9,000
branches and it offers -- either directly or through subsidiaries -- a wide range of banking
services.

The second phase of nationalization of Indian banks took place in the year 1980. Seven
more banks were nationalized with deposits over 200 crore. Until this year,
approximately 80% of the banking segment in India was under Government ownership.

After the nationalization of banks in India, the branches of the public sector banks rose
to approximately 800% in deposits and advances took a huge jump by 11,000%.

7
 1955: Nationalization of State Bank of India.

 1959: Nationalization of SBI subsidiaries.

 1969: Nationalization of 14 major banks.

 1980: Nationalization of seven banks with deposits over 200 crores.

8
 CHAPTER - 2

OBEJCTIVES, SCOPE AND IMPORTANCE OF STUDY

9
 OBJECTIVES, SCOPE AND

IMPORTANCE OBJECTIVES OF

STUDY

 To know about E-banking .

 To study about the factors that affects the customer perception towards e- banking of
HDFC bank.

 To know about the satisfaction level of customer towards e-banking services.

 To find out the major problems faced by the customers while using e-banking
services.

10
 SCOPE OF STUDY

 Area is restricted to only Hyderabad because due to the time constraint .

 All the classes of the customers were taken into consideration.

 This study covered E-Banking service sector.

 This is a realistic source directly collected from the customers of Bank.

11
 IMPORTANCE OF STUDY

 It will help to find the happy and satisfied customers from e- banking services.

 It will help to understand the importance of online banking.

 It will help to find the unhappy and dissatisfied customers from the services of Hdfc
bank.

 It will help to know about the awareness of e banking services amongst the different
customers .

12
CHAPTER - 3

E - BANKING

13
 E - BANKING

INTRODUCTION TO E - BANKING

Internet banking is changing the banking industry and is having the major effects on
banking relationships. Banking is now no longer confined to the branches were one has
to approach the branch in person, to withdraw cash or deposit a cheque or request a
statement of accounts. In true Internet banking, any inquiry or transaction is processed
online without any reference to the branch (anywhere banking) at any time. Providing
Internet banking is increasingly becoming a "need to have" than a "nice to have" service.

E-banking is defined as the automated delivery of new and traditional banking products
and services directly to customers through electronic, interactive communication
channels. E-banking includes the systems that enable financial institution customers,
individuals or businesses, to access accounts, transact business, or obtain information on
financial products and services through a public or private network, including the
Internet.

Customer access e-banking services using an intelligent electronic device, such as a

personal computer (PC), personal digital assistant (PDA), automated teller machine
(ATM), kiosk, or Touch Tone telephone. While the risks and controls are similar for the
various e-banking access channels, this booklet focuses specifically on Internet-based
services due to the Internet’s widely accessible public network. Accordingly, this booklet
begins with a discussion of the two primary types of Internet websites: informational and
transactional .

E - banking can be offered in two main ways. First, an existing bank with physical
offices can also establish an online site and offer e-banking services to its customers in
addition to the regular channel. For example, Citibank is a leader in e-banking, offering
walk-in, face-to-face banking at its branches throughout many parts of the world as well
as e-banking services through the World Wide Web. Citibank customers can access their
bank accounts through the Internet, and in addition to the core e-banking services such as

14
account balance inquiry, funds transfer, and electronic bill payment, Citibank also
provides premium services including financial calculators, online stock quotes,
brokerage services, and insurance.

HISTORY OF E - BANKING

On October 1, 2000, the electronic signatures bill took effect, recognizing documents
signed online as legal. Some banks plan to begin using electronic checks as soon as they
can work out various security measures.

The range of e-banking services is likely to increase in the future. Some banks plan to
introduce electronic money and electronic checks. Electronic money can be stored in
computers or smart cards and consumers can use the electronic money to purchase small
value items over the Internet. Electronic checks will look similar to paper checks, but
they can be sent from buyers to sellers over the Internet, electronically endorsed by the
seller, and forwarded to the seller's bank for electronic collection from the buyer's bank.
Further, banks seek to offer their customers more products and services such as
insurance, mortgage, etc.

NEED FOR E - BANKING

One has to approach the branch in person, to withdraw cash or deposit a cheque or
request a statement of accounts. In true Internet banking, any inquiry or transaction is
processed online without any reference to the branch (anywhere banking) at any time.
Providing Internet banking’s increasingly becoming a "need to have" than a "nice to
have" service. The net banking, thus, now is more of a norm rather than an exception in
many developed countries due to the fact that it is the cheapest way of providing banking
services. Banks have traditionally been in the reform of harnessing technology to
improve their products, services and efficiency.

15
16
TYPES OF E - COMMERCE

The common assumption is that Internet banking is the only method of on-line banking.
However, this is not strictly the case, as several types of service are currently available:

1. PC Banking

2. Internet Banking

3. Digital Banking

4. Text Banking

1. PC BANKING :

The fore runner to Internet banking has been around since the late 1980's and is still
widely used today. Individual banks provide software which is loaded on to an SME's
office computer. The SME can then access their bank account via a modem and
telephone link to the bank. Access is not necessarily via the Internet.

2. INTERNET BANKING :

Using a Web browser, a user can access their account, once the bank's application server
has validated the user's identity.

3. DIGITAL BANKING :

Using the standard digital reception equipment (set top box and remote control), users
can access their bank account. Abbey National and HSBC services are available via
Digital TV providers. One of its main selling points is that no account details are
transmitted via the World Wide Web .

17
4. TEXT BANKING :
HSBC have introduced this service to allow customers with text phones to check their
balance , pay bills and transfer money.

INTERNET BANKING CAN BE SPLIT INTO TWO GROUPS :

 Traditional banks and building societies use the Internet as an add-on service with
which to give businesses access to their accounts.

 New Internet-only banks have no bricks and mortar presence on the High Street.
Therefore, they have lower overheads and can offer higher rates of interest and
lower charges.

FEATURES OF E - BANKING

 E-Banking provide exceptional rates on Savings, CDs, and IRAs.

 Checking with no monthly fee, free bill payment and rebates on ATM surcharges.

 credit cards with low rates.

 Easy online applications for all accounts, including personal loans and mortgages.

 24 hour account access.

 It provides Quality customer service with personal attention.

 It provides the quick services to their customers.

 Enables transfer of funds from one place to another (banks).

 Exchange of statistical information among banks.

 Enables foreign exchange operations.

 Inter-bank applications like settlement of funds between banks.

 Provides facilities like demat operation, ATM operation, online banking.

BENEFITS OF E - BANKING

The benefits of e - banking is classified int o two categories,

1. For Banks

2. For Customers
18
1. FOR BANKS

 Price:

In the long run a bank can save on money by not paying for tellers or for managing
branches. Plus, it's cheaper to make transactions over the Internet. Customer Base- the
Internet allows banks to reach a whole new market- and a well off one too, because there
are no geographic boundaries with the Internet. The Internet also provides a level playing
field for small banks who want to add to their customer base. Efficiency- Banks can
become more efficient than they already are by providing Internet access for their
customers. The Internet provides the bank with an almost paper less system.

 Customer Service and Satisfaction :

Banking on the Internet not only allow the customer to have a full range of services
available to them but it also allows them some services not offered at any of the
branches. The person does not have to go to a branch where that service may or may not
be offer. A person can print of information, forms, and applications via the Internet and
be able to search for information efficiently instead of waiting in line and asking a teller.
With more better and faster options a bank will surely be able to create better customer
relations and satisfaction.

 Image :

A bank seems more state of the art to a customer if they offer Internet access. A person
may not want to use Internet banking but having the service available gives a person the
feeling that their bank is on the cutting image.

2. FOR CUSTOMERS

 Bill Pay :

Bill Pay is a service offered through Internet banking that allows the customer to set up
bill payments to just about anyone. Customer can select the person or company whom he

19
wants to make a payment and Bill Pay will withdraw the money from his account and
send the payee a paper check or an electronic payment.

 Other Important facilities :

E- banking gives customer the control over nearly every aspect of managing his bank
accounts. Besides the Customers can, Buy and Sell Securities, Check Stock Market
Information, Check Currency Rates, Check Balances, See which checks are cleared,
Transfer Money, View Transaction History and avoid going to an actual bank. The best
benefit is that Internet banking is free. At many banks the customer doesn't have to
maintain a required minimum balance. The second big benefit is better interest rates for
the customer.

FEATURES OF INTERNET BANKING

The features available from an on-line bank account are similar to those which are
available via 'phone banking or visiting the local branch. On-line banking features do
differ between the banks, but usually include:

 Transfer of funds between accounts;

 It brings efficiency in CRM(Customer relationship management)

 Make Payment of bills

 Introduces new & innovative products &services

 View balance and statements;

 Brings door to door services

 Create, view and maintain Standing Orders

 Have evolutionary trend at a global scenario.

20
 ADVANTAGES AND DISADVANTAGES OF E - BANKING

ADVANTAGES OF E - BANKING

1. Convenience

2. Ubiquity

3. Transaction speed

4. Efficiency

5. Effectiveness

6. Cheaper alternative

7. From snob value to necessity

1. CONVENIENCE :

Unlike your corner bank, online banking sites never close; they’re available 24 hours a day,
seven days a week, and they’re only a mouse click away. With pressures on time and
longer travelling periods, more and more people find it tiresome waiting in queues.
People want flexibility, and Internet banking offers just that.

2. UBIQUITY :

If you’re out of state or even out of the country when a money problem arises, you can
log on instantly to your online bank and take care of business, 24\7.

3. TRANSACTION SPEED :

Online bank sites generally execute and confirm transactions at or quicker than ATM
processing speeds.

21
4. EFFICIENCY :

You can access and manage all of your bank accounts, including IRA’s, CDs, even
securities, from one secure site.

5. EFFECTIVENESS :

Many online banking sites now offer sophisticated tools, including account aggregation,
stock quotes, rate alert and portfolio managing program to help you manage all of your
assets more effectively. Most are also compatible with money managing programs such
as quicken and Microsoft money.

6. CHEAPER ALTERNATIVE :

With increasing competition, it seems to be the cost factor that is driving banks to offer
the facility. The Internet is still a very cheap alternative to opening a physical branch,
and most of the push seems to be coming from the supply side. The costs of a banking
service through the Internet form a fraction of costs through conventional methods.

7. FROM SNOB VALUE TO NECESSITY :

A couple of years ago, there was a belief even among bankers that customers opening
new accounts wanted the online banking facility, just to "feel good" and very few of
them actually used the services. Today, bankers believe that the trend from `nice to have'
is changing to `need to have'. The "snob value" of banking with an organization that
could offer service on the Internet has given way to a genuine necessity, he feels. "It all
depends on how busy a person is."

22
DISADVANTAGES OF E - BANKING

1. Start-up may take time

2. Learning curves

3. Bank site changes

1. START - UP MAY TAKE TIME :

In order to register for your bank’s online program, you will probably have to provide ID
and sign a form at a bank branch. If you and your spouse wish to view and manage their
assets together online, one of you may have to sign a durable power of attorney before
the bank will display all of your holdings together.

2. LEARNING CURVES :

Banking sites can be difficult to navigate at first. Plan to invest some time and\or read
the tutorials in order to become comfortable in your virtual lobby.

3. BANK SITE CHANGES :

Even the largest banks periodically upgrade their online programs, adding new features
in unfamiliar places. In some cases, you may have to re-enter account information.

23
HOW E - BANKING CAN EASE YOUR LIFE

Indian banks are trying to make your life easier. Not just bill payment, you can make
investments, shop or buy tickets and plan a holiday at your fingertips. In fact, source s
from ICICI Bank tell us, "Our Internet banking base has been growing a t an
exponential pace over the last few years. Currently around 78 percent of the bank's
customer base is registered for Internet banking." To get started, all you need is a
computer with a modem or other dial-up device, a checking account with a bank that
offers online service and the patience to complete about a one-page application-- which
can usually be done online. You can avail the following services.

1. Bill payment services :

Each bank has tie-ups with various utility companies, service providers and insurance
companies, across the country. It facilitates the payment of electricity and telephone bills,
mobile phone, credit card and insurance premium bills. To pay bills, a simple one-time
registration for each biller is to be completed. Standing instructions can be set, online to
pay recurring bills, automatically. One-time standing instruction will ensure that bill
payments do not get delayed due to lack of time. Most interestingly, the bank does not
charge customers for online bill payment.

2. Fund Transfer :

Any amount can be transferred from one account to another of the same or any another bank.
Customers can send money anywhere in India. Payee’s account number, his bank and the
branch is needed to be mentioned after logging in the account. The transfer will take place in
a day or so, whereas in a traditional method, it takes about three working days. ICICI
Bank says that online bill payment service and fund transfer facility have been their most
popular online services.

3. Credit card customers :

Credit card users have a lot in store. With Internet banking, customers can not only pay their
credit card bills online but also get a loan on their cards. Not just this, they can also apply
for

24
an additional card, request a credit line increase and god forbid if you lose your credit
card, you can report lost card online.

4. Railway pass :

This is something that would interest all the aam janta. Indian Railways has tie d up with
ICICI bank and you can now make your railway pass for local trains online. The pass will be
delivered to you at your doorstep. But the facility is limited to Mumbai, Thane, Nasik,
Surat and Pune. The bank would just charge Rs. 10 + 12.24 percent of service tax.

5. Investing through Internet Banking :

Opening a fixed deposit account cannot get easier than this. An FD can be opened online
through funds transfer. Online banking ca n also be a great friend for lazy investors. Now
investors with interlinked demat account and bank account can easily trade in the stock
market and the amount will be automatically debited from their respective bank accounts and
the shares will be credited in their demat account.

6. Recharging your prepaid phone :

Now there is no need to rush to the vendor to recharge the prepaid phone, every time the talk
time runs out. Just top-up the prepaid mobile cards by logging in to Internet banking. By just
selecting the operator's name, entering the mobile number and the amount for re charge ,
the phone is again back in action within few minutes.

7. Shopping at your fingertips :

Leading banks have tie ups with various shopping websites. With a range of all kind of
products, one can shop online and the payment is also made conveniently through the
account. One can also buy railway and air tickets through Internet banking.

25
EMERGING CHALLENGES

Information technology analyst firm, the Meta Group, recently reported "financial institutions
who don't offer home banking by the year 2000 will become marginalized." By the year
of 2002, a large sophisticated and highly competitive Internet Banking Market will
develop which will be driven by:

 Demand side pressure due to increasing access to low cost electronic services.

 Emergence of open standards for banking functionality.

 Growing customer awareness and need of transparency.

 Global players in the fray.

 Close integration of bank services with web based E-commerce or even dis inter-
mediation of services through direct electronic payments (E- Cash).

 More convenient international transactions due to the fact that the Internet along
with general deregulation trends eliminates geographic boundaries.

 Move from one stop shopping to ‘Banking Portfolio’ i.e. Un bundled product purchases.
Certainly some existing brick and mortar banks will go out of business. But that's
because they fail to respond to the challenge of the Internet. The Internet and its
underlying technologies will change and transform not just banking, but also all
aspects of finance and commerce. It represents much more than a new distribute ion
opportunity. It will enable nimble players to leverage their brick and mortar presence
to improve customer satisfaction and gain share.

26
 CHAPTER - 4

COMPANY PROFILE

27
 COMPANY PROFILE
HDFC BANK

HDFC Bank Ltd. is an Indian banking and financial services company headquartered in
Mumbai Maharashtra It has a base of 104154 permanent employees as of 30 June 2019.
HDFC Bank is India’s largest private sector lender by assets. It is the largest bank in
India by market capitalization as of March 2020.HDFC Bank, one amongst the firsts of
the new generation, tech-savvy commercial banks of India, was incorporated in August
1994, after the Reserve Bank of India allowed setting up of banks in the private sector.
The Bank was promoted by the Housing Development Finance Corporation Limited, a
premier housing finance company (set up in 1977) of India.

28
HISTROY

HDFC Bank was incorporated in 1994, with its registered office in Mumbai Maharashtra
India Its first corporate office and a full service branch at Sandoz House, Worli were
inaugurated by the then Union Finance Minister Manmohan Singh.

As of June 30, 2019, the Bank's distribution network was at 5500 branches across 2,764
cities. The bank also installed 430,000 POS terminals and issued 23570,000 debit cards
and 12 million credit cards in FY 2017.

The Housing Development Finance Corporation Limited (HDFC) was amongst the first
to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a
bank in the private sector, as part of the RBI's liberalization of the Indian Banking
Industry in 1994. The bank was incorporated in August 1994 in the name of ‘HDFC
Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced
operations as a Scheduled Commercial Bank in January 1995.

HDFC BANK SERVICES

 Net Banking is HDFC Bank’s Internet Banking service. Providing up-to-the- second
account information, Net Banking lets you manage your account from the comfort of
your mouse - anytime, anywhere.

 HDFC Bank Net Banking Secure Access. HDFC Bank has implemented a new
security solution for its customers - Secure Access .As your security is our top
priority, we have initiated the Secure Access solution to protect you from fraudsters
and hackers - who are looking to find a way to access your account. Currently
following transactions are covered under Secure Access.

1. Transfer from one HDFC Bank account to other HDFC Bank account holders (under
distinct customer ID).

29
2. Transfer from HDFC Bank account to any other Bank’s account (also known as
RTGS & NEFT).

3. Visa Money Transfer

4. Third Party Demand Draft through Net Banking.

Third Party Transfer-Third-Party Transfer is a Net Banking feature for which you will
need your unique Customer ID and IPIN (password). Login to Net Banking to confirm
that your ID is active in our records.

TPT (THIRD PARTY TRANSFER)

With Third-Party Transfer (TPT) you can transfer funds online from your HDFC Bank
account to another HDFC Bank/Other Bank account (beneficiary), anywhere in India.
This is a real- time transaction and the debit and credit will reflect in the respective
accounts immediately.

Third Party Transfer can be initiated:

 From your Account to other Bank Accounts using

 National electronic Funds Transfer (NEFT) - Funds will be credited to the

beneficiary account in two working days

 Real TimeGross Settlement (RTGS) - Funds will be credited to the beneficiary

account on the same working day.

 From your HDFC Bank account to other HDFC Bank accounts (different cut sides).

 From your account to any Visa Card (Debit or Credit) within India.

 For issuance of Third Party Demand Drafts from your account. You can transfer up
to a maximum of Rs. 10, 00,000/- per cuts id per day using this facility. This amount
can be transferred in parts or on a single basis.

30
AWARDS AND

RECOGNITIONS 2016 :

 Best Banking Performer, India in 2016 by Global Brands Magazine Award.

 Best Performing Branch in Microfinance among private sector banks by NABARD,
2016, Award for Best Performance in Microfinance.

 KPMG study of India's Best Banks, Bank of the year & best digital
banking initiative award 2016.

 BrandZ Rankings, Most Valued brand in India for third successive year.

 FinanceAsia poll on Asia's Best Companies 2015, Best managed public company
India.

 J. P. Morgan Quality Recognition Award, Best in class straight through processing

rates.

2018 :

 Company of the year: The Economic Times Corporate Excellence Awards.

 Best Performing Private Bank in Total Aadhaar Generation & Update:Aadhaar

Excellence Awards.

 NPCI - National Payments Excellence Awards.

2019:

 Best Bank: New Private Sector – FE Best Bank awards.

 Winner in Innovation and Inclusiveness in Priority Sector Lending – 11th Inclusive

Finance India Awards (IFI) 2019.

 Ranked 1st in 2019 BrandZ Top 75 Most Valuable Indian Brands HDFC Bank was
featured for the 6th consecutive year.

 Among The Most Honored Company List, Institutional Investor All-Asia (ex-Japan)
Executive Team 2019 survey.

 India’s Best Bank, Euromoney Awards for Excellence 2019.

 Bank of the Year and Best Large Bank, Business Today – Money Today Financial
Awards 2019.
31
 Best Bank in India 2019, by Global magazine FinanceAsia.
 Ranked 60th in 2019 BrandZ Top 100 Most Valuable Global Brands[50] HDFC
Bank was featured BrandZ Top 100 Most Valuable Global Brands 2019 for the 5th
consecutive year. The Bank's brand value has gone up from $20.87 billion in 2018
to
$22.70 billion in 2019.

 Best Large Bank & Fastest Growing Large Bank in 2019, by Business World Magna
Awards.

 India's leading private sector bank: Dun & Bradstreet BFSI Awards.

2020 :

 Best Bank in India: Euromoney Awards.

 Best Bank in India: FinanceAsia Country Awards.

2021 :

 Best bank in india: FinanceAsia Country Awards.

 Best bank for SMEs: Asiamoney best bank awards.

 Best bank in india:The Euromoney Awards for Excellence.

 Ranks No. 1 in Mass Affluent category:Euromoney Private Banking and Wealth

Management Survey.

 On 12 January 2022 HDFC BANK has been adjudged ' Best Private Bank in India'
at the Global Private Banking Awards 2021, Organised by Professional Wealth
Management (PWM).

2022 :

Best Bank In India: Euromoney Awards for Excellence 2022.

32
 CHAPTER - 5

REVIEW OF LITERATURE

33
 REVIEW OF LITERATURE
CUSTOMER SATISFACTION

Customer satisfaction is defined as "the number of customers, or percentage of total

customers, whose reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals." It is seen as a key performance indicator within
business and is often part of a Balanced Scorecard. In a competitive marketplace where
businesses compete for customers, customer satisfaction is seen as a key differentiator
and increasingly has become a key element of business strategy.

Customer Satisfaction metric is very useful in managing and monitoring their businesses.
Within organizations, customer satisfaction ratings can have powerful effects. They
focus employees on the importance of fulfilling customers’ expectations. Furthermore,
when these ratings dip, they warn of problems that can affect sales and profitability.
When a brand has loyal customers, it gains positive word- of-mouth marketing, which is
both free and highly effective.

It is a term frequently used in marketing. It is a measure of how products and services

supplied by a company surpass customer expectation.

Therefore, it is essential for businesses to effectively manage customer satisfaction. To

be able do this, firms need reliable and representative measures of satisfaction. In
researching satisfaction, firms generally ask customers whether their product or service
has met or exceeded expectations. Thus, expectations are a key factor behind
satisfaction.

When customers have high expectations and the reality falls short, they will be
disappointed and will likely rate their experience as less than satisfying. For this reason,
a luxury resort, for example, might receive a lower satisfaction rating than a budget
motel even though its facilities and service would be deemed superior in 'absolute' terms.

34
IMPORTANCE OF CUSTOMER SATISFACTION

 Quite often the difference between those that simply survive in business and those
that thrive is keeping abreast of, and adjusting to, the ever changing attitudes and
expectations of the market place.

 One such change has been the significant change in attitudes of customers over the
last 10 years.

 There was a time when customers were less critical and vocal if not totally satisfied
when dealing with a business. This is not the case today.

 There was a time when the choices available on where and who to deal with was
limited. The power belonged to the business owner, customers had nowhere else to
go and therefore customer satisfaction was not so important.

 Today, customers have lots of choice on where and who to deal with. As a result the
power has now shifted to the customer. If they feel you cannot satisfy their
expectations they will simply vote with their feet and deal with someone who will.

Today, customers are becoming increasingly more demanding, less tolerant and very
critical when not having their expectations met.

35
MEASUREMENT OF CUSTOMER SATISFACTION

 It deals with the practicalities of this customer management approach and presents a
number of tools and techniques for gaining an insight in expectations, needs,
experiences, perceptions and satisfaction of the citizen/customer. In gaining this
insight, measuring satisfaction at the end of the process or the service delivery (the
citizen/customer as “co-evaluator”) seems to be just one of the aspects of interaction
with the citizen/customer. At this stage some lessons can certainly be drawn from
measurement (re-active), but pro-active actions are not possible.

 Therefore, having insight into and an impact on the needs and expectations of
citizens/customers at the start or at a much earlier stage (the citizen/customer as “co-
designer”, “co-decider” or “co-producer”) is also very important.

 Using the right instrument for the right need of the organisation – as far as Customer
Satisfaction Management in all its aspects is concerned – can provide a great deal of
input for organizational improvement and better service delivery. Nevertheless,
thinking well in advance about what the organisation wants to do is important.

There are several steps to measure customer satisfaction. These are:

1. Realize that client satisfaction is subjective and in order to measure it, you will need
to focus on collecting individual feedback and evaluating it to determine an overall
understanding of customer satisfaction.

2. Request that your customers fill in a survey. You can do this by sending out a survey
through the mail, their email, or you could call them directly on the phone. These
days an email is usually the most effective and less expensive route. Customers are
not always responsive even to surveys, primarily because they are just too busy. So
offer an incentive for participating in your survey. Coupons, discounts, and freebies
are all options that may motivate a customer to fill in a form. Make surveys easy to
complete by offering weighted scale responses or multiple choice. Anything more
may be too long of a process to make your incentive worthwhile.

3. Ask the right questions in your survey. You have an objective, and that is to find
out what you're doing right and what you are doing wrong. Stick to this objective in
your survey and don't be afraid to hear the truth.

36
4. Familiarize yourself with customer expectations and work on meeting them. In your
survey, remember to ask your customers what is important to them and what they
expect of you. Business owners are often blinded by their own mission statements
and company policies, but if these rules go against the customers' expectations, then
you have your priorities confused. With a customer's response to this, you can strive
to meet their needs without compromising your product or service.

5. Discover the level of customer satisfaction by recognizing where you are going
wrong. Never be afraid to hear how you are failing in a business, because it is only
when you learn this that you can work toward becoming successful. Customers are
more than happy to tell you when they are not happy, so make sure you give them an
opportunity to vent in your survey. When you get this information, don't be
discouraged. Recognize that any negative information is an opportunity to do better.
Your customers will appreciate the opportunity and if they see that you made
changes, they will be more inclined to use your product or service again because
they know that you have their best interests at heart.

6. Find out who has more satisfied customers than you and why. Customers will gladly
provide you with this information, so use it to your advantage. Ask them to compare
and contrast your company with others and use this information to learn who the
competition is and how their product or service is better than yours. Consider it a
training opportunity in which you can educate yourself and your employees on their
customer service skills and product quality. It's ok to mimic the basics, but make the
specifics your own unique offering.

37
 CUSTOMER SATISFACTION SURVEYS
ABOUT CUSTOMER SATISFACTION SURVEY

What keeps your business alive and kicking? The customer! How do you keep the
customer happy?

Customer satisfaction has been defined as, “The state of mind that customers have about
a company and its products or services when their expectations have been met or
exceeded.”

You can keep you customer satisfaction levels high by providing your customer with a
great product or service. If you want to gauge how you are doing at this, the customer
satisfaction survey can help you collect quantifiable data that measures the overall
thoughts and feelings of your customer.

Typical satisfaction measurement questions:

 Overall, how satisfied are you with (brand name)?

 Would you recommend (brand name)?

 Do you intend to repurchase (brand name)?

Customer Satisfaction Measurements:

 Overall measures of customer satisfaction.

 Effective measures of customer satisfaction.

 Cognitive measures of customer satisfaction.

 Behavioral measures of customer satisfaction.

 Expectancy value measures of customer satisfaction.

38
Customer Feedback Surveys summarize results with analyses that identify the factors
that drive customer loyalty for your organization and present findings in simple, real-
time reports that speak directly to your front- line managers.

Customer satisfaction survey solutions include the following:

 Web and/or IVR (Interactive Voice Response) survey formats.

 Multi-language support (English, French, Spanish).

 Incentive expertise, methods and technology to boost response rates.

 Sure Lock survey data security and fraud protection technology.

 Real-time notification to designated levels of management via email.

Online reporting and dashboards with 24/7 access and automated report emails via
Knowledge Force.

OBJECTIVES OF CUSTOMER SATISFACTION SURVEY

1. Show your customers you value them :

A customer satisfaction survey demonstrates the value you place on your customer’s
experience with your company. Although many businesses are quick to placate
customers who voice complaints, a business that preemptively strives to satisfy the
customer makes an even better impression. This consideration of the customer’s
opinions can foster loyalty in the long run and translate to repeat sales.

2. Gather customer Demographics :

Customer satisfaction surveys can be an excellent opportunity to form a clear concept of

your demographic. You can find out your average customer’s age, gender, occupation

39
and other statistics that will help you tailor your products and services as well as your
marketing and communications material.

3. Evaluate customer service representative :

Questions related specifically to the quality of service your customers received from
sales clerks or other representatives of the company can help you evaluate employee
performance.

4. Be convenient for customers :

A survey that’s long, difficult to comprehend or onerous in any way is inconsiderate of

the customer’s time. Customers that are gracious enough to take time out of their day to
help you better your business should be rewarded with a survey that’s easy to
understand, complete and return.

5. Lead to change :

After customer surveys have been completed and trends have been analyzed, the
company should act on what the results have revealed.

BEST PRACTICES FOR CUSTOMER SATISFACTION SURVEYS

Customer satisfaction surveys are developed to provide an understanding of customers’

expectations and satisfaction. Customer satisfaction surveys typically require multiple
questions that address different dimensions of the satisfaction concept. Customer service
research includes measures of overall satisfaction, satisfaction with individual product
and service attributes, and satisfaction with the benefits of purchase.

The best approach to measuring customer satisfaction and building customer satisfaction
surveys depends on the kind of product or service provided, the kinds of customers
served, how many customers are served, the longevity and frequency of
customer/supplier interactions, and what you intend to do with the results. There are very

40
different approaches to customer satisfaction surveys and most produce meaningful and
useful findings.

Here are seven best practices that will help you reap the most useful information from
customer satisfaction surveys:

1. Set one clear objective :

Respect customer’s time by limiting the objective for your survey to one, razor- sharp
goal.

2. Keep it short :

Customers should not have to spend more than 5 minutes completing the survey. Ask for
only one piece of information per question, and don’t offer too many possible answers. If
you want to know whether customers felt drawn to two new areas of your store, ask that
in two separate questions.

3. Avoid leading questions :

You want respondents’ unvarnished opinion so you can make changes that will
encourage them to keep coming back. Instead of asking “How did you like our fabulous
new state-of-the-art dog-grooming station?” rephrase the question as “Does our new
dog-grooming station make it easier for you to have your pet groomed?”

4. Allow people to respond on a sliding scale :

Let customers express their satisfaction (or lack thereof) without forcing them to choose
between extremes. Decide which rating labels you want to use. For “level of
satisfaction,” for example, you could use a five-point scale with responses ranging from
“very satisfied” to “very dissatisfied.” For “level of agreement,” you could use the
another scale to provoke responses ranging from “strongly agree” to “strongly disagree.”

41
5. Ban jargon :

Don’t assume your customers are familiar with the terms you use in your line of work.
Keep all language in your surveys simple and free of industry-specific lingo. In fact,
don’t assume anything about how much or little customers know.

6. Randomize the answers :

Surveys show that people tend to choose the first or second option when presented with a
list of possible answers.

7. Give people a chance to elaborate :

Although comment fields create slightly more work for you in tabulating survey
responses, many people welcome the chance to reply outside the confines of scripted
multiple-choice answers. This may be where you hit customer-feedback pay dirt in the
form of helpful suggestions, or find out that something you thought customers would
love is, in fact, turning them against you.

42
 CHAPTER - 6

RESEARCH METHODOLOGY

43
RESEARCH

Research is defined as human activity based on intellectual application in the

investigation of matter. The primary purpose for applied research is discovering,
interpreting, and the development of methods and systems for the advancement of
human knowledge on a wide variety of scientific matters of our world and the universe.

The term research is also used to describe an entire collection of information about a
particular subject.

METHODOLGY

It is the method followed while conducting the study on a particular project. Through
this methodology a systematic study is conducted on the basis of which the basis of a
report is produced.

It includes not only the research methods but also considers the logic behind the methods
used in the context of the study and explains why only a particular method or technique
has been used. The methodology adopted for studying the objectives was surveying the
in- house customers of the bank in the State of Hyderabad.

TITLE

The title of this report is “Customer satisfaction from E-banking services with a study of
HDFC bank.”

RESEARCH DESIGN
Research design constitutes the blue print for the collection, measurement and analysis
of data. The present study seeks to identify the extent of preferences of E- Banking over
traditional banking among service class. The research design is descriptive in nature. The
research has been conducted on customers of HDFC Bank within Hyderabad. For the
selection of the sample, convenient sampling method was adopted and an attempt has
been made to include all the age groups and gender of every class.

RESEARCH INSTRUMENT

The instrument used for gathering data was questionnaire. To get further insight in to the
research problem, interview regarding their buying practices too was made. This was
done to crosscheck the authenticity of the data provided. To supplement the primary data
and to facilitate the process of drawing inference, secondary data was collected from
published sources like magazines, journals, newspapers etc.

44
SAMPLE DESIGN

In this research project Descriptive research design is used. Judgment and Convenience
sampling method will be used to get the information about online banking. This method
is used because w e are interested in exploring gender, age, or occupation disparities in
terms of online banking in the population. For conducting this research, a structured
questionnaire is prepared and sample of 70 customers is taken from HDFC bank.

SAMPLE SIZE

It indicates the numbers of people to be surveyed. Though large samples give more
reliable results than small samples but due to constraint of time and money, the sample
size was restricted to 70 respondents. The respondents belong to different age group.

TOOLS AND TECHNIQUES

The data so collected will be analyzed through the application of statistical techniques
such as bar graphs and pie charts.

DATA COLLECTION

Keeping in view the nature of requirements of the study to collect all the relevant
information regarding the extent of awareness of the customers using E-banking
facilities offered by HDFC bank, direct personal interview method with structured
questionnaire was adopted for the collection of primary data. Secondary data has been
collected through the various internet sites by surfing on Internet and from the records
available with the bank.

SOURCES OF DATA

There are two types of data,

1. Primary data

2. Secondary data

45
1. Primary Data :

Questionnaire was used to collect primary data from respondents. The questionnaire was
structured type and contained questions relating to different dimensions of e- banking
preferences among service class such as level of usage, factors influencing the usage of
e-banking services, benefits accruing to the users of e-banking services, problems
encountered. An attempt was also made to elicit reasons for its non-usage.

2. Secondary Data :

 Articles on E-Banking taken from journals, magazines published from time to time.

 Through Internet.

46
 CHAPTER - 7

DATA ANALYSIS AND INTERPRETATION

47
 DATA ANALYSIS AND INTERPRETATION
1. ANALYSIS ABOUT USAGE OF E-BANKING AMONG MEN AND WOMEN

Table :

GENDER NO. OF RESPONDENTS

Male 41
Female 29
Total 70

GENDER

FEMALE;
41.43% MALE;
58.57%
48
INTERPRETATION :

The result shows that majority of respondent’s i.e. 59% are males who are using the E-
banking services and 41% are the female who are using E-banking services. Female are
not using this service because they have less knowledge about the internet and they trust
face to face interaction more. So it shows that E-banking is more famous among male.

2. ANALYSIS ABOUT THE USAGE OF E-BANKING AMONG THE AGE

GROUPS

Table :

AGE NO. OF RESPONDENTS

Below 20 20
20-39 39
40-59 10
60 & above 1
Total 70

49
INTERPRETATION:

The result shows that majority of respondents i.e. 56% falls under the category of 20- 39
years and 29% falls under below 20 years it shows that E-banking is mainly famous
among youngsters as they are the major users of E-banking and least comes under above
40years.

3. ANALYSIS ABOUT AWARENESS OF INTERNET BANKING

SERVICES Table :

OPTIONS NO. OF RESPONDENTS

Internet Banking 20
Mobile/ phone Banking 15
Debit/Credit card 30
Others 05
Total 70

50
INTERPRETATION :

According to this study almost every customer is using more E-banking service and
Debit/ Credit Card is the most e-banking services used by the respondents this shows the
trend that how customers are using E-banking and among all the E-banking products and
debit cards are mostly used by respondents because they are easy to use and do not
require technical or computer knowledge.

Others; 7.14%

Internet Banking;
28.57%
Debit/Credit card;
42.86%
Mobile/ phone
Banking; 21.43%

4. ANALYSIS ON PREFERENCE WHILE CHOOSING E-BANKING SERVICES

Table:

OPTION NO.OF RESPONDENTS

Good Services 30

Cost Charges 18

People References 22

51
 Total 70

People Refer- ences; 31.43%

Good Services; 42.86%

Cost Charges; 25.71%

INTERPRETATION :

From above chart ,43% people are preferring Good services then people references and
last one is Cost Charges. Its means that most of the people are want good services in the
comparison of cost charges. Means in present people are not much care about service
costs.

5. ANALYSIS ABOUT SATISFACTION OF BANK’S E-BANKING SERVICES

Table:

LEVEL OF SATISFACTION NO. OF RESPONDENTS

Highly Satisfied 38
Satisfied 24
Neutral 05

52
 Dissatisfied 03
Total 70

INTERPRETATION :

From the above chart it represents that 34% of people are satisfied, while 54% of people
are highly satisfied and 7% of them are neutral and the rest are dissatisfied with their e-
banking services. Which in overall we can say that there is a high rate of satisfaction
level from the e- banking services.

Dissatisfied; 4.29%
Neutral; 7.14%

Highly Satisfied; 54.29%

Satisfied; 34.29%

6. ANALYSIS ON BENEFITS ACQUIRING WHILE USING E-BANKING

Table :

BENEFITS NO. OF RESPONDENTS

Time saving 32
Less expensive 07
Easy fund transfer 08

53
 Easy processing 23
Total 70

Easy processing 23

Easy fund transfer 8

Less expensive 7

Time saving 32

INTERPRETATION:

We can easily understand from the above diagram that time saving and easy processing
are the two most factors which the consumer accrue while using their e-banking services.

7. ANALYSIS ON TYPE OF E- BANKING SERIVCES

USING Table :

E-BANKING SERVICES NO. OF RESPONDENTS

Online fund transfer 20

Online purchase and payment 26

Regular checking of bank statement 14

54
 Request any card or cheque book services 10

Total 70

INTERPRETATION :

Online purchase and payment is the most option selected by the respondents as they want
to perform in their e-banking services, and in second online fund transfer than regular
check of bank account statement and request of any card or cheque book services.

8. ANALYSIS ON PROBLEMS FACING WHILE USING E-BANKING

Table :

PROBLEMS FACING NO. OF RESPONDENTS

More time taking in fund transfer 07
Slow speed in working 27
Critical Process 08

55
 Not easy for uneducated people 22
Others 06
Total 70

INTERPRETATION :

From the above graph , Slow speed in working option are choose by the most of people
and not easy for un -educated people is next most option choosed because in India every
person have an account but they are not well educated. So, that’s why this kind of
problems are held by the most of peoples.

9. ANALYSIS ON OPINION OF PEOPLE WHETHER THEY SWITCH TO

OTHER BANK TO USE E-BANKING

Table :

PARTICULARS NO. OF RESPONDENTS

Yes 3

56
 No 67

Total 70

Yes; 4.29%

No; 95.71%
INTERPRETATION :

In this figure 96% of people wants to be in HDFC bank for using e-banking service and
will not switch over HDFC bank for using e- banking services.

57
 CHAPTER - 8

RECOMMENDATIONS AND SUGGESTIONS

58
 RECOMMENDATIONS AND SUGGESTIONS

We can see the time is changing and with the passage of time people are accepting
technology there is still a lot of perpetual blocking which hampers the growth it’s the
normal tendency of a human not to have changes work on the old track, that’s also one
of the reason for the slow acceptance of internet banking accounts.

 Banks should obey the RBI norms and provide facilities as per the norms, which are
not being followed by the banks. While the customer must be given the prompt
services and the bank officer should not have any fear on mind to provide the
facilities as per RBI norms to the units going sick.

 Internet banking facility must be made available in all branches of Banks.

 Each section of these Banks should be computerized even in rural areas also.

 Personalized banking should be given a thrust as more and more banks are achieving
in usual services.

 Covering up the towns in rural areas with ATMs so that the people in those areas
can also avail better services.

 Prompt dealing with permanent customers and speedy transactions without harassing
the customers.

 Fair dealing with the customers. More contributions from the employees of the bank.
The staff should be co-operative, friendly and must be capable of understanding the
problems of the customers.

 Give proper training to customers for using e-banking.

 Create a trust in mind of customers towards security of their accounts. Provide a

platform from where the customers can access different accounts at single time
without extra charge.

59
CHAPTER - 9

CONCLUSION

60
 CONCLUSION

This study attempted to identify key quality attributes of internet banking services by
analyzing internet banking customers & their comments on banking experience. The
findings of this study show that despite of many advantages of online banking.
Peoplestill consider it as an alternative for analyzing their bank records. Although every
bank today provides the facility of online banking but most of people use it only once a
month. This reason is that in case of internet banking interpersonal interaction with
customers is seldom possible.

Identification & measurement of customer’s expectations of the internet banking

services provide a frame of reference & their related quality dimension. The main
factors which persuade people to use online banking are comfort & convenience & the
facility which attracts them most is quality & quantity of information. Therefore the
implementation of quality initiatives should begin with defining customer’s need &
preferences & their related quality dimensions.

There is still a lot needed for the banking system to make reforms and train their
customers for using internet for their banking account. Going through the survey the
main problem lies that still customer have a fear of hacking of accounts and thus do not
go on for internet banking. Banks are trying their level best by providing the best
security options to the customers but then to there is lot of factors which betrays a
customer from opening an internet bank account.

Banks are providing free internet banking services also so that the customers can be
attracted. By asking the bank employs we came to know that maximum numbers of
internet bank account holders are youth and business man. E-Banking is an innovative
tool that is fast becoming a necessity. It is a successful strategic advantage upon for
banks to remain profitable in a volatile and competitive marketplace of today. If proper
training should be given to customer by the bank employs to open an account will be
beneficial secondly the website should be made friendlier from where the first time
customers can directly make and access their accounts. In future, the availability of
technology to ensure safety and privacy of e-transactions and the RBI guide lines on
various aspects of internet banking will definitely help in rapid growth of internet
banking in India.

61
CHAPTER - 10

BIBLIOGRAPHY

62
 BIBLIOGRAPHY

Books :
 Agarwal, R., Raastogi, S,& Malhotra, A.(2018), “Customers’ perspectives regarding
e - banking in an emerging economy”, Journal of Retailing and Consumer Services .

 Anthoney, R. (2014), “User Friendly E-Banking: A Survey of Online E-Banking

Retail Initiatives”, Communications of the ACM .

 Laukkanen, P., Sinkkonen, S., & Laukkanen, T. (2018), “Consumer resistance to

internet banking: postpones, opponents and rejecters”, The International Journal of
Bank Marketing. .

 Asghar, O. (2015), “Banking In a Cloud of Electrons”.

 Bauer R H. Hans, Maik, H. & Falk, T. (2016), “Measuring the quality of e banking
portals”, International Journal of Bank .

Websites :

www.google.com

www.hdfcbank.com

www.onlinebanking.net

www.scibd.com

63