Você está na página 1de 93

A Summer Project Report On

In the Depth Study of Customer Awareness & Perception towards E-Ban in! channe" #Direct Ban in! Channe"$ At %D&C Ban 'td( Pa"anpur Branch

Submitted to Prof( Bha)in Pandya


%ead of the Department S(*( Institute of +ana!ement, -adi %emchandracharya .orth /ujarat 0ni)ersity

In 1he Partia" &u"fi""ment Of 1he Re2uirement Of +aster Of Business Administration #+BA$ Batch3 4556-75

Submitted by
Rajesh Desai #Ro"" .o3 8 Di)-A$ Ashwin Chaudhary #Ro"" .o3 9 Di)-A$

S.V. Institute of Management, Kadi

-1-

PRE&ACE
The banking sector is the life line of any modern economy. It is one of the important pillars of the financial system, hich plays !ital role in success "failure of an economy. It is a ell kno n fact that banks are one of the oldest financial intermediaries in the financial system. They play crucial role in the mobili#ation of deposits from and disbarment of credit to !arious sector of the economy. The banking system reflects the economic health of the country. $-%ommerce and $-banking are t o bu## ords in today&s global commercial acti!ities. $-'anking or electronic banking refers to conducting banking acti!ities ith the help of information technology. The use of internet and other e-channel increases the efficiency of the banks by enabling them to deli!er the bank ser!ices to the click of the mouse and by demolishing all the physical boundaries. (s a student of S.V. Institute of management, Kadi, the e got opportunity of in!est our

time of summer in )*+% 'ank in palanpur branch. So that e can get the kno ledge in orld of practical management. It is !ery interesting task to prepare a summer e ha!e analy#ed the the market pro,ect report but not so easy. So, in the conte-t of these criteria

awareness and perception of the customer towards the direct :an in! channe" of %D&C Ban in pa"anpur city( The purpose behind this report is to kno practically, hich differs from theoretical part. The report contains a number of features that $specially, e ish to mention that e belie!e fa!orably distinguish them.

e ha!e tried to keep language simple and straight

and presentation of the entire matter as e!idences by classification of topics in the parts and section and attempt.

Rajesh Desai Ashwin Chaudhary S.V. Institute of Management, Kadi -.-

AC-.O;'ED+E.1
$!ery ork in this orld is done ith the help of some /ne. These person are directly or indirectly in!ol!ed in that ork, so here in this page helped in this report. 0e e-pressed our gratitude to my uni!ersity, our college and 1rof. 'ha!in 1andya, the head of department of our college for pro!iding us this opportunity to undergo this orientation-training program. 0e are greatly thankful to Mr. 2ilesh 1u,ara, the 'ranch Manager of )*+% 'ank, 1alanpur branch for his kind response and co-operation. 0e are grateful to Mr. (shish 3a!al, the deputy manager of the )*+% 'ank a, 1alanpur branch and our pro,ect guide for gi!e us the !ast kno ledge of the *irect 'anking %hannel of )*+% 'ank. 0e ha!e got lots of practical kno ledge of banking from your side. 0e are thankful to 1rof. Mitesh ,ays al, 1rof Kalpesh 1ra,apati 4 1rof Sushil Mohanty to guide us at e!ery step of our pro,ect and gi!ing us a direction for e-cellent pro,ect ork. 0e are !ery thankful to 1rof. 2ikun, 1atel for teaching us the S1SS soft are. 0e are also thankful to Mr. 3akesh Me!ada for his ama#ing support to us in our pro,ect. 0e are specially thankful to Mr. Tushar 1radhan, Mr. Mahebub Moriya, Mr. I5bal 1armar and Mr. Keyur mattad for their support in our ork for the pro,ect. +inally pro,ect. Rajesh Desai Ashawin Chaudhary S.V. Institute of Management, Kadi -6e are thankful to all those person ho directly or indirectly help us in our ork. 0e should thank the person e are doing the ho has helped us in our ho ork of thanking those all person

E<EC01I*E S0++AR=
0e ha!e made the summer pro,ect report on a areness and perception of the customer to ards the *irect 'anking %hannel of the )*+% 'ank because in today&s fastest orld the *'% helps bank for pro!ide a better ser!ice to the customer and increase its efficiency of the bank. (round .78 respondent responded that $-'anking channel 9*'%: is more con!enient ay for banking and ;<8 customer prefer branch banking for more con!enient banking. 0e ha!e done our research pro,ect on all the different parameter of *irect 'anking %hannel those are (TM, 2et 'anking, Mobile 'anking, 1hone 'anking, Insta alert and Insta 5uery. (ll the respondents of our sur!ey are respondents are a are ell a are ith (TM facility of the ell a are bank. The a areness of net banking is around =68 in palanpur city. (round <68 ith mobile banking facility, 678 respondents are ith the phone banking facility, =78 respondent are a are ith the Insta alert facility of the bank. 'ut the a areness of Insta 5uery is !ery la that is only >.=8. The use of $-'anking channel 9*'%: is different than the a areness of the $-'anking %hannel of the bank. Most of customers are using the (TM facility of the bank. (round ..8 %ustomers are using the net banking facility, 1.8 customers are using mobile banking facility, >.>8 customer are using phone banking facility ,and only 6.78 customers are using Insta 5uery facility for their transaction. These all figures are different than the a areness of the different banking channel. ay for

S.V. Institute of Management, Kadi

-<-

0hen the customer

ho are not using the different banking channel asked about the

reason hy they are not using the particular facility they gi!e different reason for no use of the $-'anking %hannel 9*'%:. Most of customers are using the (TM facility of the bank. The customer are using different direct banking channel for different purpose. Ma-imum customer are using (TM for ithdra al cash and sho ing balance of the account. the balance of the account. Very Sho ing balance and fund transfer is t o ma-imum use of the net banking facility. Most of customer are using phone banking facility for kno fe getting transaction history and get a balance detail. The satisfaction le!el of the customer to ards the direct banking channel is e-cellent because most of customers the bank. The customer care facility is !ery important for the direct banking channel of the bank. (round ;1.78 respondent say that the customer care facility of )*+% bank is good around 1>.>8 respondent say the customer care facility is e-cellent. ho are using the direct banking channel are satisfied ith the particular facility of the bank. That is the result of the good ser!ice hich pro!ide by customers are using the Insta 5uery facility of the bank. They use this facility for

S.V. Institute of Management, Kadi

-=-

Contents .o
7 1.1 1.. 1.6 1.< 1.= 4 ..1 ... ..6 ..< ..= ..7 ..; ..> ..@ > ? <.1 <.. <.6 <.< <.= <.7 <.; @ =.1 =.. =.6 =.< =.=

Particu"ars
Indian Ban in! Industry 'anking Industry (t ?lance )istory of Indian banking industry Structure of Indian banking industry Indian banking system /pportunity of Indian banking industry %D&C Ban Introduction )istory of the bank Mission !ision and ob,ecti!e %ompany profile 1romoters %apital Structure *istribution 2et ork Technology 'usiness ( ards Product of %D&C Ban E-Channe"#Direct Ban in! Channe"$ Introduction (TM 2et 'anking Mobile 'anking 1hone 'anking Insta alert Insta Buery Research +ethodo"o!y 3esearch Topic /b,ecti!e of the study 3esearch *esign *ata collection Sampling Method

Pa!e .o
1 1 . < = 7 ; ; ; > @ @ 1A 1A 11 16 1= 1@ 1@ 1@ .. .6 .= .7 .; .> .> .> .> .> .>

S.V. Institute of Management, Kadi

-7-

=.7 9 Bue-1 Bue-. Bue-6 Bue-< Bue-= Bue-7 1 . 6 < = 7 Bue-; 1 . 6 < = Bue-; ' 1 . 6 < = 7 Bue-> 1 . 6 < =

Cimitation of the study Data ana"ysis and interpretation 0hich type of account you ha!e in )*+% 'ankD )o often do you !isit the bankD +or hich transaction you are come to the bankD (ccording to you hich is more con!enient ay for bankingD E'anking through $-channel is safe 4 secureF present your !ie (re you a are about the belo $-'anking channelD (TM 2et 'anking Mobile 'anking 1hone 'anking Insta alert Insta 5uery )a!e you e!er done any transaction through belo $-'anking channelD (TM 2et 'anking Mobile 'anking 1hone 'anking Insta 5uery If G2o& than hat is reason for not using $-'anking channel (TM 2et 'anking Mobile 'anking 1hone 'anking Insta alert Insta 5uery 0hat is your purpose for using $-'anking %hannelD (TM 2et 'anking Mobile 'anking 1hone 'anking Insta Buery

.@ 6A 6A 61 6. 66 6< 6= 6= 67 6; 6> 6@ <A <1 <1 <. <6 << <= <7 <7 <; <> <@ =A =1 =. =. =6 =< == =7

S.V. Institute of Management, Kadi

-;-

Bue-@ 1 . 6 < = 7 Bue-1A 8 6 >.1 >.. A 75

)o much you satisfied ith the belo $-'anking channelD (TM 2et 'anking Mobile 'anking 1hone 'anking Insta alert Insta Buery (ccording to you customer care facility of )*+% 'ank isD &indin!s and Recommendation %ypothesis 1estin! GH& Test %hi-s5uare Test Bi:"io!raphy AnneBure

=; =; => =@ 7A 71 7. 76 7< 77 77 ;A ;7 ;;

S.V. Institute of Management, Kadi

->-

1a:"e of /raph
.o 1 6 6 < = 7 ; > @ 1A 11 1. 16 1< 1= 17 1; 1> 1@ .A .1 .. .6 .< .= .7 .; .> .@ 6A 61 6. 1it"e Type of (ccount Visit of the 'ank 1urpose for !isit the bank More con!enient ay for banking 1erception to ards safety and security of $-'anking ( areness of (TM ( areness of 2et 'anking ( areness of Mobile 'anking ( areness of 1hone 'anking ( areness of Insta alert ( areness of Insta Buery Transaction through (TM Transaction through 2et 'anking Transaction through Mobile 'anking Transaction through 1hone 'anking Transaction through Insta 5uery 3eason for not using (TM 3eason for not using 2et 'anking 3eason for not using Mobile 'anking 3eason for not using 1hone 'anking 3eason for not using Insta alert 3eason for not using Insta 5uery 1urpose for using (TM 1urpose for using 2et 'anking 1urpose for using Mobile 'anking 1urpose for using 1hone 'anking 1urpose for using Insta 5uery Satisfaction ith (TM Satisfaction ith 2et banking Satisfaction ith Mobile 'anking Satisfaction ith 1hone 'anking Satisfaction ith Insta alert Pa!e .o 6A 61 6. 66 6< 6= 67 6; 6> 6@ <A <1 <. <6 << <= <7 <; <> <@ =A =1 =. =6 =< == =7 =; => =@ 7A 71

S.V. Institute of Management, Kadi

-@-

66 6<

Satisfaction ith Insta Buery %ustomer care +acility

7. 76

Chapter3- 7 Indian Ban in! Industry

7(7 Ban in! Industry at /"ance 'anking is nearly as old as ci!ili#ation. The history of banking could be said to ha!e started ith the appearance of money. The first record of minted metal coins as in Mesopotamia in about .=AA'.%. the first $uropean banknotes, hich as hand ritten appeared in1771, in S eden. %he5ue and printed paper money appeared in the 1;AA&s and 1>AA&s, ith many banks created to deal ith increasing trade. The history of banking in each country runs in lines industry, and ith the de!elopment of trade and hich

ith the le!el of political confidence and stability. The ancient 3omans

de!eloped an ad!anced banking system to ser!e their !ast trade net ork, e-tended throughout $urope, (sia and (frica. Modern banking began in Venice. The ord bank comes from the Italian

ord E :an

coC, meaning bench, because moneylenders

orked on benches in market places. The

bank of Venice as established in 11;1 to help the go!ernment raise finance for a ar. (t the same time, in $ngland merchant started to ask goldsmiths to hold gold and sil!er in they&re safes in return for a fee. 3eceipts gi!en to the Merchant to buy or sell, ere sometimes used ith the metal itself staying under lock and key. The goldsmith reali#ed ould ask for the gold and sil!er back at the same time.

that they could lend out some of the gold and sil!er that they had and charge interest, as not all of the merchants gold and sil!er. $!entually, instead of charging the merchants, the goldsmiths paid them to deposit their

S.V. Institute of Management, Kadi

- 1A -

The bank of $ngland

as formed in 17@< to borro

money from the public for the ere

go!ernment to finance the

ar of (ugsburg against +rance. 'y 1;A@, goldsmith

using bank of $ngland notes of their o n receipts. 2e technology transformed the banking industry in the 1@AA&s round the orld, banks

merged into larger and fe er groups and e-panded into other country.

7(4 %istory of Indian Ban in! Industry 'anking in India has a long and elaborate history of more than .AA years. The beginning of this industry can be traced back to 1;>7, 'engal, nationali#ation of banks in 1@7@. Indian 'anking sector is dominated by 1ublic sector banks 91S's: hich accounted for hen the country&s first bank, 'ank of as established. 'ut the industry changed rapidly and drastically, after the

;..78 of total ad!ances for all S%'s as on 61st March .AA>. 1S's ha!e rapidly e-panded their foot prints after nationalisation of banks in India in 1@7@ and further in 1@>A. (lthough there is a restricti!e entry"e-pansion for pri!ate and foreign banks in India, these banks ha!e increased their presence and business o!er last = years. 1eculiar characteristic of Indian banks unlike their estern counterparts such as high as

share of household sa!ings in deposits 9=;.<8 of total deposits:, ade5uate capitali#ation, stricter regulations and lo er le!erage makes them less prone to financial crisis, as seen in the estern orld in mid +IA@. The Scheduled %ommercial 'anks 9S%'s: in India ha!e sho n an impressi!e gro th from +IA< to the mid of +IA@. Total deposits, ad!ances and net profit gre at %(?3 of 1@.78, .;.<8 and .A..8 respecti!ely from +IA6 to +IA>. 'anking sector recorded credit gro th of 66.68 in +IA= hich as highest in last . and half decades and credit hich is best gro th in e-cess of 6A8 for three consecuti!e years from +IA< to +IA;,

S.V. Institute of Management, Kadi

- 11 -

in the banking industry so far. Increase in economic acti!ity and robust primary and secondary markets during this period ha!e helped the banks to garner larger increase in their fee based incomes. ( significant impro!ement in reco!ering the 21(s, lo est e!er increase in ne combined 21(s

ith a sharp increase in gross ad!ances for S%'s translated into the best asset

5uality ratio for banking sector in last t o decades. ?ross 21(s to gross ad!ances ratio for S%'s decreased from the high of 1<8 in +I.AAA to ..68 in +IA>. 0ith in the group of banks, foreign and pri!ate sector banks gre at higher rate than the industry from +IA6 to +IA> primarily because of lo er base effect and rapid e-pansion undertaken by these banks. In +IA@, o!erall gro th in credit and deposits 1S's. )o e!er, gro th of pri!ate and foreign banks banks. Jnsecured bank credit has risen o!er the years and stood at .6.68 of bank credit in +IA> as compared to ,ust 1A.@8 in +I.AAA. Cending to sensiti!e sector has also gro n at %(?3 of <7.18 from +IA= to +IA>. In the backdrop of the economic do nturn, repeat in coming years. 0e e-pect that hile retail credit ith the do nturn in the economy, credit and deposit gro th ill sho ill e feel that the e-cellent performance seen in last fi!e years ended +IA> ill be difficult to as led by as significantly lo er in +IA@

due to their high e-posure to stressed sectors and problem at parent le!el for foreign

moderate in coming years. %redit gro th

ill be led by spending on the infrastructure

a moderate gro th. Margin pressures due to lag effect of

rate cuts bet een interest rate on deposits and ad!ances, lo er treasury gains and core fee income and increasing in pro!isions for 21(s is likely to put pressure in the bottom line of the banks. ?oing for ard, 1S's& hich are close to the re5uired lo er le!el of go!ernment stake ant to sustain the gro th seen in past. - 1. -

and ha!e concentrated presence in particular region are likely to consider its merger ith other 1S' as an important option if they S.V. Institute of Management, Kadi

1.6 Structure The Indian banking system can be classified into nationali#ed banks, pri!ate banks and speciali#ed banking institutions. The industry is highly fragmented ith 6A banking units contributing to almost =A8 of deposits and 7A8 of ad!ances. The 3eser!e 'ank of India is the foremost monitorin g body in the Indian +inancial sector. It is a centrali#ed body that monitors discrepancies and shortcomings in the system. 'anking segment in India functions under the umbrella of 3eser!e 'ank of India 93'I: K the regulatory, central bank. This segment broadly consists ofL 1. %ommercial 'anks .. %o-operati!e 'anks The commercial banking structure in India consists ofL 1. Schedule %ommercial 'anks .. Jnscheduled 'anks Schedule %ommercial 'anks constitute of those banks, hich ha!e included second schedule of 3eser!e 'ank of India 93'I: act 1@6<. 3'I in turn includes only those banks in this schedule that satisfy the criteria laid do n !ide section <. 97A of the act: this sub sector can broadly classified intoL 1. 1ublic Sector .. 1ri!ate Sector 6. +oreign Sector 1ublic sector banks ha!e either go!ernment of India 3eser!e 'ank of India 93'I: as the ma,ority shareholder. This segment comprises ofL 1. State 'ank of India 9S'I: and its subsidiaries .. /ther 2ationali#ed 'anks

S.V. Institute of Management, Kadi

- 16 -

Industry estimates indicate that out of .;< commercial banks operating in the country, ..6 banks are in the public sector and =1 are in the pri!ate sector. These pri!ate sector banks include .< foreign banks that ha!e begub their operations here. The speciali#ed banking institutions that include cooperati!es, rural banks, etc. form a part of the nationali#ed banks category. 7(? Indian Ban in! System3

3eser!e 'ank of India

Schedule 'anks

Non-Schedule Banks

State co-op 'anks

%ommercial 'anks

%entral co-op 'anks and 1rimary %r. Societies

%ommercial 'anks

Indian

+oreign

1ublic Sector 'anks

1ri!ate Sector 'anks

)*+%, I%I%I etc.

State 'ank of India and its Subsidiaries

/ther 2ationali#ed 'anks

3egional 3ural 'anks

S.V. Institute of Management, Kadi

- 1< -

1.= Opportunities The 'anking sector is considered the most lucrati!e option in today&s ,ob market. In the industry, a position in Treasury or +ore- is considered right on top and this is follo ed by careers in 1ri!ate 'anking, In!estment 'anking and 3etail 'anking. /ne could ork in a !ariety of areas in banking industry including 3ecurring *eposit account, banking officer, probationary officer, loan officer, assessor, personal loan officer, home loan officer, home loan agent, loan manager, mortgage loan under riter, loan processing officer, accountant, product marketing and sales e-ecuti!e, and customer ser!ice e-ecuti!e among others. In the +inancial Ser!ices, some of the important ,obs include that of a stockbroker is essentially a person clients others institutions for some commission. 0hile some brokers like to practice ork for institutions. 'rokers ho often called securities traders. Many prefer to analysts. Security analysts are those ho

ho buys and sells securities on behalf of indi!iduals and ith indi!idual ork for institutional in!estors are

ork as dealers, ad!isors and securities

ho ad!ise companies on floatation&s of shares as

they are e-pected to ha!e sound kno ledge of capital markets. In!estment analysts are the backbone of the financial ser!ices sector. They study the financial reports of companies, assess !arious statistical information, profitability pro,ections, compare financial results, sur!ey the industry as a hole and on the basis of the a!ailable information, and finally conclude to a decision. $5uity (nalysts do ,obs similar to in!estment analysts and research the e5uity markets and make predictions.

S.V. Institute of Management, Kadi

- 1= -

Chapter 3-4 %D&C Ban Introduction

%istory of %D&C Ban The housing de!elopment +inance %orporation Cimited 9)*+%: as amongst the first to recei!e as in principal appro!al from the 3eser!e 'ank of India 93'I: to set up a bank in the pri!ate sector, as part of the 3'I&S liberali#ation of the Indian 'anking Industry. The bank as incorporated in (ugust 1@@< in the name of )*+% 'ank Cimited, %ommercial 'ank in Manuary 1@@= +ission, *ision and O:jecti)es3 The mission of )*+% is to become Ea orld class Indian bankF, benchmarking ith its registered office in Mumbai, India.The 'ank commenced operation as a scheduled

themsel!es against international standards and best practices in terms of product offerings, technology, ser!ice le!els, risk management and audit and compliance. The ob,ecti!e is to build sound customer franchises across distinct business so as to be a preferred pro!ider of banking ser!ices for target retail and holesale customer segments and to achie!e a healthy gro th in profitability, consistence appetite. %D&C Ban Ds :usiness o:jecti)es emphasiEe the fo""owin!3 Increase their market share in India&s e-panding banking and financial ser!ices industry by follo ing a disciplined gro th strategy and deli!ering high 5uality customer ser!ice. ith the 'ank&s risk

S.V. Institute of Management, Kadi

- 17 -

Ce!erage their technology platform and open, scaleable systems to deli!er more products to more customers and to control operating costs. Maintain their current high standards for asset 5uality through disciplined credit risk management. *e!elop inno!ati!e products and ser!ices that attract our targeted customers and address inefficiencies in the Indian financial sector. %ontinue to de!elop product and ser!ices that reduce our cost of funds, and

Company Profi"e .ame3 IndustryL BSE Code L .SE Code L Re!istered Office )*+% 'ank )ouse, Senapati 'apat Marg, Co er 1arel, Mumbai, Maharashtra - <AAA16 Re!istrar & Share 1ransfer A!ent *atamatics +inancial Ser!ices Ctd. 1lot 2os. ("17 4 (1;, MI*% 1art-', %ross Cane, (ndheri 9$:, Mumbai - <AAA@6, Maharashtra. Board of Director3 S(.o 1 . 6 < = .ame Mr. Magdish %apoor Mr. ?autam *i!an Mr. %hander Mohan Vasude! Mr. Keki Mistry Mr. (r!ind 1ande Desi!nation %hairman " %hair 1erson *irector *irector *irector *irector - 1; %D&C Ban 'td( +inance - 'anks - 1ri!ate Sector =AA1>A )*+%'(2K

S.V. Institute of Management, Kadi

7 ; > @ 1A 11

*r. 1andit 1alande Mr. (shim Samanta Mrs. 3enu Karnad Mr. )arish $ngineer Mr. 1aresh Sukthankar Mr. (ditya 1uri

*irector *irector *irector $-ecuti!e *irector $-ecuti!e *irector Managing *irector

Other Detai"3 Business /roup 'istin!s ISI. .o( Incorporation Pu:"ic Issue Date Promoters )*+% is IndiaNs premier housing finance company and en,oys an impeccable track record in India as ell as in international markets. Since its inception in 1@;;, the ell o!er a million %orporation has maintained a consistent and healthy gro th in its operations to remain the market leader in mortgages. Its outstanding loan portfolio co!ers d elling units. )*+% has de!eloped significant e-pertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. 0ith its e-perience in the financial markets, a strong market reputation, large shareholder base and uni5ue consumer franchise, )*+% positioned to promote a bank in the Indian en!ironment Capita" Structure
(s on 61st March, .AA@ the authorised share capital of )*+% 'ank is 3s. ==A crore. The paidup capital as on the said date is 3s. <.=,6>,<1,A@A"- 9 <.,=6,><,1A@ e5uity shares of 3s 1A"each:. The )*+% ?roup holds 1@.6>8 of the 'ankNs e5uity and about 1;.;A 8 of the e5uity is held by the (*S *epository 9in respect of the bankNs (merican *epository Shares 9(*S: Issue:.

)*+% ?roup 'S$ , 2S$ , 2IS$ I2$A<A(A1A1> 61"1."1@@< 61"1."1@@=

as ideally

S.V. Institute of Management, Kadi

- 1> -

.;.7@ 8 of the e5uity is held by +oreign Institutional In!estors 9+IIs: and the 'ank has about =,<>,;;< shareholders.

The shares are listed on the 'ombay Stock $-change Cimited and The 2ational Stock $-change of India Cimited. The 'ankNs (merican *epository Shares 9 (*S : are listed on the 2e Iork Stock $-change 92IS$: under the symbol N)*'N and the 'ankNs ?lobal *epository 3eceipts 9?*3s: are listed on Cu-embourg Stock $-change under ISI2 2o JS<A<1=+.AA.. Distri:ution .etwor )*+% 'ank is head5uartered in Mumbai. The 'ank at present has an en!iable net ork of o!er 1<1. branches spread o!er =.> cities across India. (ll branches are linked on an online real-time basis. %ustomers in o!er =AA locations are also ser!iced through Telephone 'anking. The 'ankNs e-pansion plans take into account the need to ha!e a presence in all ma,or industrial and commercial centres are located as here its corporate customers ell as the need to build a strong retail customer base for both deposits here the 2S$"'S$ ha!e a strong and acti!e base.

and loan products. 'eing a clearing"settlement bank to !arious leading stock e-changes, the 'ank has branches in the centres member

The 'ank also has a net ork of about o!er 6.@= net orked (TMs across these cities. Moreo!er, )*+% 'ankNs (TM net ork can be accessed by all domestic and international Visa"Master%ard, Visa $lectron"Maestro, 1lus"%irrus and (merican $-press %redit"%harge cardholders. 1echno"o!y )*+% 'ank operates in a highly automated en!ironment in terms of information technology and communication systems. (ll the bankNs branches ha!e online connecti!ity, hich enables the bank to offer speedy funds transfer facilities to its customers. Multi-branch access is also pro!ided to retail customers through the branch net ork and (utomated Teller Machines 9(TMs:.

S.V. Institute of Management, Kadi

- 1@ -

The 'ank has made substantial efforts and in!estments in ac5uiring the best technology a!ailable internationally, to build the infrastructure for a business is supported by scalable and robust systems al ays get the finest ser!ices e offer. The 'ank has prioritised its engagement in technology and the internet as one of its key goals and has already made significant progress in eb-enabling its core businesses. In each of its businesses, the 'ank has succeeded in le!eraging its market position, e-pertise and technology to create a competiti!e ad!antage and build market share. Business ;ho"esa"e Ban in! Ser)ices The 'ankNs target market ranges from large, blue-chip manufacturing companies in the Indian corporate to small 4 mid-si#ed corporates and agri-based businesses. +or these customers, the 'ank pro!ides a ser!ices, including ide range of commercial and transactional banking hich orking capital finance, trade ser!ices, transactional ser!ices, cash ith !endor and distributor finance for facilitating orld class bank. The 'ankNs hich ensure that our clients

management, etc. The bank is also a leading pro!ider of structured solutions, combine cash management ser!ices

superior supply chain management for its corporate customers. 'ased on its superior product deli!ery " ser!ice le!els and strong customer orientation, the 'ank has made significant inroads into the banking consortia of a number of leading Indian corporates including multinationals, companies from the domestic business houses and prime public sector companies. It is recognised as a leading pro!ider of cash management and transactional banking solutions to corporate customers, mutual funds, stock e-change members and banks. Retai" Ban in! Ser)ices The ob,ecti!e of the 3etail 'ank is to pro!ide its target market customers a full range of financial products and banking ser!ices, gi!ing the customer a one-stop S.V. Institute of Management, Kadi indo for all - .A -

his"her banking re5uirements. The products are backed by

orld-class ser!ice and ell as through

deli!ered to customers through the gro ing branch net ork, as 'anking.

alternati!e deli!ery channels like (TMs, 1hone 'anking, 2et'anking and Mobile

The )*+% 'ank 1referred program for high net orth indi!iduals, the )*+% 'ank 1lus and the In!estment (d!isory Ser!ices programs ha!e been designed keeping in mind needs of customers ho seek distinct financial solutions, information and ad!ice on ide array of retail loan products !arious in!estment a!enues. The 'ank also has a

including (uto Coans, Coans against marketable securities, 1ersonal Coans and Coans for T o- heelers. It is also a leading pro!ider of *epository 1articipant 9*1: ser!ices for retail customers, pro!iding customers the facility to hold their in!estments in electronic )*+% 'ank association form. as the first bank in India to launch an International *ebit %ard in ith VIS( 9VIS( $lectron: and issues the Mastercard Maestro debit card as

ell. The 'ank launched its credit card business in late .AA1. 'y March .AA@, the bank had a total card base 9debit and credit cards: of o!er 16 million. The 'ank is also one of the leading players in the Emerchant ac5uiringF business is ith o!er ;A,AAA 1oint-of-sale ide 91/S: terminals for debit " credit cards acceptance at merchant establishments. The 'ank ell positioned as a leader in !arious net based '.% opportunities including a range of internet banking ser!ices for +i-ed *eposits, Coans, 'ill 1ayments, etc. 1reasury 0ithin this business, the bank has three main product areas - +oreign $-change and *eri!ati!es, Cocal %urrency Money Market 4 *ebt Securities, and $5uities. 0ith the liberalisation of the financial markets in India, corporates need more sophisticated risk management information, ad!ice and product structures. These and fine pricing on !arious treasury products are pro!ided through the bankNs Treasury team. To comply ith statutory reser!e re5uirements, the bank is re5uired to hold .=8 of its deposits in

S.V. Institute of Management, Kadi

- .1 -

go!ernment securities. The Treasury business is responsible for managing the returns and market risk on this in!estment portfolio.

Awards .AA@L (sia Money .AA@ ( ards I'( 'anking Technology ( ards .AA@ ?lobal +inance ( ard I*3'T 'anking Technology $-cellence ( ard .AA> (sian 'anker $-cellence in 3etail +inancial Ser!ices .AA> +inance (sia %ountry ( ards for (chie!ement .AA> %22-I'2 2asscom IT Jser ( ard .AA> 'usiness India +orbes (sia (sian 'anker $-cellence in 3etail N'est 'ank and 'est %ash Management 'ankN NIndian of the Iear 9'usiness:N N'est IT (doption in the 'anking SectorN N'est 'ank .AA>N +ab =A companies in (sia 1acific 'est 3etail 'ank .AA> N'est *omestic 'ank in IndiaN N'est IT ?o!ernance ( ard - 3unner upN N'est Trade +inance 'ank in India for .AA@ N'est IT ?o!ernance and Value *eli!eryN N(sian 'anker 'est 3etail 'ank in India ( ard .AA@ N

S.V. Institute of Management, Kadi

- .. -

+inancial Ser!ices (siamoney Microsoft 4 Indian $-press ?roup 0orld Trade %enter ( ard of honour 'usiness Today-Monitor ?roup sur!ey +inancial $-press-$rnst 4 Ioung ( ard ?lobal )3 $-cellence ( ards K (sia 1acific )3M %ongressL 'usiness Today .AA; *un 4 'radstreet K (merican $-press %orporate 'est 'ank ( ard .AA; N%orporate 'est 'ankN ( ard 'est local %ash Management 'ank ( ard !oted by %orporates Security Strategist ( ard .AA> +or outstanding contribution to international trade ser!ices. /ne of IndiaNs OMost Inno!ati!e %ompaniesO 'est 'ank ( ard in the 1ri!ate Sector category N$mployer 'rand of the Iear .AA; -.AA>N ( ard - +irst 3unner up, 4 many more N'est 'ankN ( ard

The 'ombay Stock $-change and N'est %orporate Social 3esponsibility 2asscom +oundationNs 'usiness for 1racticeN ( ard Social 3esponsibility ( ards .AA; /utlook Money 4 2*TV 1rofit The (sian 'anker $-cellence in 3etail +inancial Ser!ices ( ards (sian 'anker 'est 'ank ( ard in the 1ri!ate sector category. 'est 3etail 'ank in India /ur Managing *irector (ditya 1uri ins the Ceadership (chie!ement ( ard for India

S.V. Institute of Management, Kadi

- .6 -

Chapter 3-> Products Of %D&C Ban

)*+% bank pro!ides !ery large range of financial product to the customer for their better financial transaction. The product of )*+% bank is belo Product Ran!es3 Sa)in!s Account3 )*+% 'ank 1ro!ide large range of sa!ing account according to the need of the customer. 'ank pro!ide the !arious sa!ing account like 3egular Sa!ings (ccount, Sa!ings 1lus (ccount, Sa!ing Ma- (ccount, Senior %iti#ens (ccount, 2o +rills (ccount, Institutional Sa!ings (ccount Current Account3 Through current account customers no get a personali#ed che5uebook, monthly

account statements, interbranch banking and much more. )*+% 'ank also pro!ide orld class ser!ice to its current account holder *ifferent product of current account hich are pro!ide by the )*+% bank are

S.V. Institute of Management, Kadi

- .< -

%D&C Ban Preferred3 ( preferential sa!ings account is pro!ided here customers are assigned a dedicated relationship manager, ho is their one-point contact. %ustomers also get pri!ileges like fee ai!ers, enhanced (TM ithdra al limit, and priority locker allotment, free *emat

(ccount and lo er interest rates on loans.

Sweep-In Account3 It is fi-ed deposit linked to customers sa!ing account. So, e!en if their sa!ings account runs a bit short, they can issue a che5ue or use their (TM %ard. The money is automatically s ept in from their fi-ed sa!ings account. Super Sa)er Account3 It gi!es an o!erdraft facility up to ;=8 of customers +i-ed *eposit. In an emergency, customers can access their funds interest. %D&C Ban P"us3 (part from 3egular and 1remium %urrent accounts 'ank also ha!e )*+% 'ank plus and a current account. %ustomers can transfer up to 3s. =A lacs per month at no e-tra charge, bet een the four metros. They can also a!ail of che5ue clearing bet een the four metros, ?et cash deli!ery"pickup to 3s .=AAA"- home deli!ery of *emand *rafts, at par che5ue, outstation che5ue clearance facility, etc. hile their +i-ed *eposit continues to earn high

S.V. Institute of Management, Kadi

- .= -

Demat Account3 1rotect their customer&s shares from damage, loss and theft. The customers can also access their *emat account on the Internet.

'oans for e)ery need3 2o , 'ank&s loans come to people in easy-to-pay monthly installments, and are a!ailable ith easy documentation and 5uick deli!ery. Persona" "oans3 %ustomer&s can no take a loan up to 6 lacks for a edding, education, purchase of a

computer or an e-citing holiday. .ew car "oans and used Car 'oans3 The 'ank also pro!ides finance up to @A8 of the cost of a car, either ne the loans come to the customers attracti!e interest rates. 'oans a!ainst shares3 2o customers are able to get o!erdraft up to 3s 1A lacks at an attracti!e interest rate or usedP (nd

ith easy documentation and speedy processing at

against physical shares and also up to =A8 of the market !alue of their shares. In case of *emat shares, they can get a loan against shares of up to 7=8 of the market !alue of their shares, till 3s .A lacks. 1wo ;hee"er & Consumer 'oans3 2o the 'ank helps its customers to buy the best durables for their home.

S.V. Institute of Management, Kadi

- .7 -

+utua" &unds3 (part from a ide choice of mutual funds to suit customer&s indi!idual needs, customers benefit from e-pert ad!ice on choosing the right funds based on in-depth market analysis.

Internationa" Credit Card3 )ere the customers get an option of sli!er, gold or health plus credit card, accepted orld ide from a orld-class 'ank. If they ha!e outstanding balance on their other credit card, they can transfer that balance to this card at a lo er interest rate. .RI Ser)ices3 )ere the 'ank pro!ides a comprehensi!e range, backed by unmatched features and orld-class ser!ice, hich ensures 23Is all the banking support they need. &oreB &aci"ities3 The fore- +acilities pro!ide-a!ail of foreign currency, tra!eler&s che5ue and foreign e-change demand drafts to meet customers tra!el needs. Insurance3 (part from the abo!e facilities )*+% 'ank also brings for its customers life insurance and pension solution like risk co!er scheme, sa!ing scheme, children&s plan and personal plan from )*+% standards life insurance co. ltd.

S.V. Institute of Management, Kadi

- .; -

Chapter 3-? E-Channe" #Direct Ban in! Channe"$


?(7 Introduction )*+% 'ank pro!ides a !ery good ser!ice of direct banking channel to the customer for their transaction. 'y the direct banking channel the customer of the bank can also access their transaction. 0e ill discuss the !arious banking channel in brief. ?(4 A1+ (utomated Teller Machines or .<-hour Tellers are electronic terminals that let you bank almost anytime. To ithdra cash, make deposits, or transfer funds bet een accounts, you generally insert an (TM card and enter your 1I2. Some financial institution and (TM o ners charge a fee, particularly to consumers ho don&t ha!e accounts ith them or on transactions at remote locations. ?enerally, (TMs must tell you they charge a fee and its amount on or at the terminal screen before you complete the transaction. %heck the rules of our institution and (TMs you use to find out charged. It on&t be ,ust if I start e-plaining hat an (TM is. (TMs and cash dispensers are by hen or hether a fee is

far the largest in!estment e!er made in electronic self-ser!ice by financial institutions.

S.V. Institute of Management, Kadi

- .> -

/!er JSQ <A billion has been in!ested in simply buying these machines and many times that in running them. There are no countries orld ide. The banks are losing the cashiers checks, check cashing and e!en cash dispensing to the c-stores and grocery stores. They are asleep at the s itch and atching more transactions alk a ay to con!enience stores and supermarkets that pro!ide .< hour access and integrated transactions. (TMs do pro!ide a larger set of functions, such as check cashing, ticket sales or money orders. 0e already kno that cash dispensing as a dedicated function is a sustainable hether that application can be incorporated successfully applications, the 5uestion is Cash withdrawa"L 0ithdra facility of up to 3s.=A, AAA"- per day from your account. +ast cash options pro!ide the ithdra ing prefi-ed amounts. Jltra +ast %ash opetion allo s you to o!er 1.1 million machines operating in o!er 1<A

into a more comple- consumer product that offers multiple applications.

ithdra 3s.6AAA"- in one shot. Ba"ance En2uiry3 Kno your ledger balance and a!ailable balance +ini Statement3 ?et a printout of your last > transactions and your current balance. Deposit Cash F Che2ues3 (!ailable at all full function (TMs. %ustomers can deposit both cash and che5ues. " %ash deposited in (TMs day. &unds 1ransfer3 Transfer funds from one account to another linked account in the same branch. PI. Chan!esL %hange the 1ersonal Identification 2umber 91I2: of (TM or *ebit card. PaymentsL S.V. Institute of Management, Kadi - .@ ill be credited to the account on the same day 9pro!ided cash orking is deposited before the clearing: and che5ues are sent for clearing on the ne-t

The latest feature of our (TMs, this functionality can be used for payment of bills, making donations to temples " trusts, buying internet packs, airtime recharges for prepaid mobile phones and much moreR OthersL 3e5uest for a checkbook from our (TMs and our concerned branch ill dispatch it such that it reaches you ithin 1A orking days.

A1+ Ad)anta!es3 4?-hour access to cash Iou can ithdra up to 3s. 1A,AAA"- per day on your (TM %ard. The fast cash option sa!es your time by pro!iding the cash in denominations of 3s. =AA"Ba"ance in2uiry Iour updated balance transaction slip. +ini-statement re2uest ?et details of the last @ transactions on your account your balance. Che2ue :oo re2uest Send us a re5uest for a che5ue book or account statement it ill arri!e at your doorstep. &unds transfer Transfer money from one of your accounts to another. It&s easy, select the account from hich you ant to transfer, then indicate the amount and the account to hich your ant it transferred. 'oth accounts must be linked to your (TM card and customer I*. ( ma-imum of = sa!ing and = %urrent accounts can be linked. S.V. Institute of Management, Kadi - 6A ith the mini-statement, along ith ill appear on the screen and ill also be printed on the

PI. chan!e Iour can con!eniently charge your 91I2: gi!en at the time of opening your account: hene!er you %ard. Bi"" Pay 1ay your cellular, telephone and electricity bills using your (TM %ard. Anytime cash deposits Iour cash or che5ues can be deposited into your account and the (TM ill immediately print a receipt for the same. ish. Stay totally in control and ensure complete security for your (TM

?(> .et Ban in! 2et 'anking is )*+% 'ank&s Internet 'anking ser!ice. 1ro!iding up-to-the-second account information, 2et 'anking manages customer&s account from the comfort of costumer&s mouse- anytime, any here. Say goodbye to long 5ueues and paper ork. 1resenting one more %ustomer can no banking. ;hat to do usin! .et Ban in!G 'ank industry leading ser!ice pro!ides a host of features at customer fingure-tipsL Vie (ccount 'alances 4 statements Transfer +unds bet een accounts %reate +i-ed *eposits /nline 3e5uest a *emand *raft 1ay 'ills /rder a che5ue 'ook 3e5uest stop payment on che5ues (nd lots more - 61 ay for 2et 'anking. call the 1hone 'anking numbers in your city to register for 2et

S.V. Institute of Management, Kadi

Benefit of .et Ban in! Internet 'anking is the most con!enient and po erful ay to manage customer&s

account. 2et 'anking is 3eal Time, gi!ing them up-to-the-second details on customer&s account. It can be accessed anytime, from any here, gi!ing them complete control o!er their finances. There are no 5ueues to stand in, or turn to ait for. 0ith 2et 'anking you are in control. )*+% 'ank&s 2et 'anking is secure. Jsing industry-standard technologies and infrastructure, our ser!ice gi!es you peace of mind. So ne-t time you think of !isiting your branch, s itch on your 1% instead. Vie it is it use. ?(? +o:i"e Ban in! Mobile is no your bankP 2o access your bank account and conduct a host of ith our uni5ue Mobile banking transactions and in5uiries through your mobile, 'anking ser!ices. Mobile 'anking is a ser!ice that allo s you to do banking transactions on your mobile phone ithout making a call, using the SMS facility 0ses of +o:i"e Ban in! Mobile 'anking ser!ice pro!ides a host of features at your finger-tips through SMSL ?et your balance detail /btain your last 6 transactions details 3e5uest a che5ue book Stop a che5ue payment $n5uire che5ue status 3e5uest an account statement ?et fi-ed deposit detail the 2et 'anking *emo and see ho easy

S.V. Institute of Management, Kadi

- 6. -

1ay your bills

%ow does it wor G Mobile 'anking perform a orks through a set of te-t massages 9SMS:. 0ith SMS you can ithout

ide range of 5uery-based transaction from your Mobile 1hone,

e!en making a call. (ll you need to do is to type in the specified code for the transaction as a te-t massage and send =7;7;1.. See designated codes for ?SM 1hone. See designated codes for 3eliance India mobile 1hones. Iou ill recei!e the response in form of a te-t message on your mobile phone screen ithin a fe seconds. %ow is this different from ma in! a ca"" on mo:i"e phone or usin! Phone Ban in!G The differences bet een making a call on mobile phone and sending a te-t message are as follo sL Iou are not re5uired to dial a numberS you send a te-t message i.e. a coded message to =7;7;1. )*+% 'ank does not charge anything for this ser!ice and there is no airtime in!ol!ed. )o e!er, the %ellular Ser!ice 1ro!ider may le!y a nominal charge for the SMS facility. In Mobile 'anking, you actually see your banking transactions on your mobile phone screen as opposed to hearing a message through the phone. S.V. Institute of Management, Kadi - 66 -

%ow do a)ai" of this ser)iceG a: If you are opening an account ith the bank, you can apply for Mobile'anking through the account opening document. :: If you already ha!e an account ith the bank, you can apply for Mobile'anking

through the combined *irect 'anking %hannels form. Iou can do nload the form and call for a sales representati!e. (lternati!ely you can fill this form and hand it o!er to your nearest branch. c$ If you already ha!e an account ith the bank and if you are registered for

2et'anking ser!ices, then you can register online using the NMobile'anking 3egistrationN option a!ailable inside 2et 'anking. Does it cost anythin!G 2o, this ser!ice is brought to you +3$$ from )*+% 'ank. (lso, since you are using the te-t messaging ser!ice from your mobile phone, you do not incur any airtime charges in making a phone call from your mobile phone. )o e!er, the %ellular Ser!ice 1ro!ider may le!y a nominal Value (dded Ser!ices 9V(S: charge for the SMS facility. ?(@ Phone Ban in! 2o canL %heck your account balance. $n5uire on the che5ue status. )a!e a mini statement fa-ed across to you. 3e5uest for a che5ue book " (ccount statement. $n5uire on your fi-ed deposits " T*S. your bank account is no ,ust a phone call a ay. Through 1hone 'anking you

S.V. Institute of Management, Kadi

- 6< -

/pen a fi-ed deposit 3e5uest for *emand *raft " Managers %he5ues. Transfer funds amongst your linked accounts 1ay utility and )*+% 'ank %redit %ard bills. *o stop che5ue payments. 3eport loss of your (TM "*ebit %ard. 1roduct information.

1hone banking facility is a!ailable round the clock, e!eryday, in Mumbai, *elhi, %hennai, Kolkata, 'anglore, )yderabad, (hmedabad, %handigarh and 1une.

?(9 Insta a"ert Insta (lert is a ser!ice through hich the bank can proacti!ely inform customers about

transactions " e!ents that occurs in his bank account. This information can be gi!en to the customers !ia SMS on their mobile phone, or through an email to their mail id or both. (lert could either be e!ent based e.g. Salary %redit or +re5uency based e.g. 0eekly balance of account. (lerts acts as an important !alue add in the ser!ice that bank pro!ide to the customers, as it ill help in proacti!ely informing the customers about their bank account related acti!ities. This reduces the load from bank channels like 1hone 'anking or branches as customer does not need to call for getting information on %r"*r in accounts. (lerts also increase the 'rand 3ecall of the bank in the minds of customers. 1ypes of a"erts3

S.V. Institute of Management, Kadi

- 6= -

The customer can register for any or all of the follo ing alerts. *ebit transactions greater than 3s =AAA " 1AAAA " .AAAAA " =AAAAA %redit in account greater than 3s =AAA " 1AAAA " .AAAAA " =AAAAA (ccount balance belo 3s =AAA " 1AAAA " .AAAAA " =AAAAA 0eekly account balance Salary %redits Jtility bill payment due (lerts ill be gi!ing there employees an account that makes banking a

(ll in all, company

pleasure for them. 0hile corporate sa!e time and money by directly crediting there employees& salary nation- ide at one go.

?(8 Insta Huery Insta 5uery is a ser!ice that allo s you to do a banking transaction on your mobile phone ithout making a call. Iou can do your transaction using the SMS facility ;hat can I do usin! Insta HueryG ?et your balance details /btain your last 6 transaction details 3e5uest a che5ue book Stop a che5ue payment $n5uire che5ue status 3e5uest an account statement ?et +i-ed *eposit details

S.V. Institute of Management, Kadi

- 67 -

3e5uest for Internet 1I2 re-generation

%ow does it wor G Insta Buery orks through a set of te-t messages 9SMS:. 0ith SMS you can perform a ide range of 5uery-based transactions from your mobile phone, ithout e!en making a call. (ll you need to do is to type in the specified code for the transaction as a te-t message and send it to =7;7;1.. Iou ill recei!e the response in the form of a te-t message on your mobile phone screen ithin a fe seconds.

Chapter 3-@ Research +ethodo"o!y

@(7 Research 1opicL In the Depth Study of Customer Awareness & Perception towards E-Ban in! #Direct Ban in! Channe"$ of %D&C BA.- in Pa"anpur City @(4 O:jecti)e of the study3 To identify the a areness and usage of $-'anking 9*irect 'anking %hannel: of )*+% '(2K To Study the 1erception of the bank customer regarding the $-'anking 9 *irect 'anking channel of )*+% '(2K To +ind our the satisfaction le!el of e-isting customer of )*+% '(2K 3egarding the $- 'anking 9*irect 'anking %hannel:

S.V. Institute of Management, Kadi

- 6; -

To kno for hich transaction customers are using $-'anking %hannel 9*irect 'anking %hannel:

@(> Research desi!n3 3esearch design is the plan, structure, and strategy of in!estigation concei!ed so as to obtained ans ers to research 5uestions. The research design has taken descripti)e and eBp"oratory research design because it preplanned and structured design gi!es perfect result. @(? Data Co""ection3 Primary DataL 1rimary data has collected by the structured 5uestionnaire Secondary Data3 hich

Secondary data has collected from the !arious maga#ines, ,ournals, ebsite of )*+% '(2K and !arious ebsite. @(@ Samp"in! +ethod3 Sample Si#eL

/ur Sample si#e as .=A for our 3esearch Sampling MethodL 0e ha!e use conni!ance sampling method for our 3esearch Sur!ey methodL

1ersonal inter!ie has been used as sur!ey method for our sur!ey @(9 'imitations There are certain limitations of this pro,ect report hich are listed belo . This study is limited only to the customers of the )*+% bank, 1alanpur. The responses of the customers may be biased.

S.V. Institute of Management, Kadi

- 6> -

Chapter 3-9 Data ana"ysis and interpretation

Hue-7 ;hich type of account you ha)e in %D&C Ban G +re5uency Sa!ing %urrent +i- *eposit Salary Total .1= 16 . .A .=A 1ercentage >7.AA8 =..A8 A.>A8 >.AA8 1AA.AA

S.V. Institute of Management, Kadi

- 6@ -

Type of Account
Salary, 8.00% Fix Deposit, 0.80% Current, 5.20%

Saving, 86.00%

InterpretationL /ut of .=A respondent that e take for our sur!ey >78 ha!e a sa!ing account, =8 ha!e

a current account ,>8 ha!e a salary account and A.> 8 of our respondent ha!e a fideposit account in the bank. It means that the bank has a !ery good amount of sa!ing account customer compare to the other account.

Hue 4 %ow often do you )isit the :an G +re5uency *aily 0eekly T o time in month /nes in a month 3arly Total .< >1 7< =7 .= .=A 1ercentage @.78 6..<8 .=.78 ...<8 1A.A8 1AA.A8

S.V. Institute of Management, Kadi

- <A -

Visit of the Bank

'arly, (0.00% &nes in a $ont%, 22.!0%

Daily, 9.60%

Weekly, 2.!0%

"#o ti$e in $ont%, 25.60%

InterpretationL /ut of .=A respondent that e take for our sur!ey 6..<8 are !isit the bank eekly,

.=.78 of our respondent are !isit the bank t o time in a month, @.7 8 of our respondent are daily !isit the bank, ...< 8 of our respondent are !isit the bank ones in a month and 1A8 of our respondent are !isit the bank rarely. Visit of the bank is depends on the transaction of the customer ith bank.

Hue > &or which transaction you come to the :an G

Cha2ue ;Fd Cash ;Fd Demand Draft Ba"ance In2uiry Other

17@ ..= 1> =A .>

7;.78 @A.A8 ;..8 .A8 11..8

S.V. Institute of Management, Kadi

- <1 -

Purpose for visit the Bank


(00.0% 90.0% 80.0% )0.0% 60.0% 50.0% !0.0% 0.0% 20.0% (0.0% 0.0% 90.0% 6).6%

20.0% ).2% C%a*ue W+, Cas% W+, De$an, Dra-t .alan/e 0n*ury

((.2%

&t%er

InterpretationL /ut of .=A respondents that e take for our sur!ey most of customer are !isit the )*+% branch mostly t o transaction cash deposit and cha5ue deposit. /ut of .=A customer 7;.78 customer come to the branch for %ha5ue 4%ash *eposit and case of cash they use the branch for the ithdra al. In the ithdra al the most of customer use (TM but in the case of big amount ithdra al. .A8 %ustomer come to the branch for the

balance in5uiry and 11..8 %ustomer come to the branch for the other purpose like loan in5uiry and other banking facility.

Hue ? Accordin! to you which is the more con)enient way for :an in!G
+re5uency 'ranch 'anking $-'anking Total 1>; 76 .=A 1ercentage ;<.>8 .=..8 1AA.A8

S.V. Institute of Management, Kadi

- <. -

More convinent way for Banking

12.anking, 25.20%

.ran/% .anking, )!.80%

InterpretationL 0hen the customer asked about their preference bet een branch banking and e-banking .=..8 customer preferred e-banking and ;<.>8 customer preferred branch banking as a mode of their banking transaction. (bo!e graph re!eals their preferences for the both.

Hue @ IBan in! throu!h e-channe" is safe and secureC present your )iewG

S.V. Institute of Management, Kadi

- <6 -

+re5uency Strongly agree (gree %anNt say *isagree Strongly disagree Total .= 11> ;1 6A 7 .=A

1ercentage 1A.A8 <;..8 .>.<8 1..A8 ..<8 1AA.A8

Perception towards safty and secutity of EBanking


Strongly ,isagree, 2.!0% Disagree, (2.00% Can4t say, 28.!0%

Strongly agree, (0.00%

3gree, !).20%

InterpretationL (s far as customer&s perceptions regarding safety and security is concerned. More than =A8 respondents are agree ith the statement. That sho s that they belie!e that the banking through e-channel is safe and secure for their transaction. .>.<8 respondent ha!e neutrals opinion to ards the statement.

Hue 9 Are you aware a:out the :e"ow e-:an in! channe"G

S.V. Institute of Management, Kadi

- << -

#7$ A1+
Ies 2o (TM .=A A .=A 1AA.A8 A.A8 1AA.A8

Awareness of ATM

6o, 0.0%

5es, (00.0%

InterpretationL /ut of .=A respondents that of the e take for our sur!ey 1AA8 %ustomers are a are ith the

(TM facility. The (TM is !ery good *'% for ithdra al cash and it reduce the burden ork of branch. 'ank gi!e free (TM card to the customer hen he opens his account it ill create this result.

S.V. Institute of Management, Kadi

- <= -

#4$ .et Ban in!


2et 'anking 16. 11> .=A

Ies 2o

=..>8 <;..8 1AA.A8

Awareness of Net Banking

6o, !).2%

5es, 52.8%

InterpretationL /ut of .=A respondent that e take for our sur!ey =..>8 %ustomers are a are ith the

met banking facility of the )*+% 'ank in palanpur city and <;.. 8 %ustomer are not a are ith the net banking facility. This is the result of the strategy hich is adopted by the bank to create the a areness of net banking.

S.V. Institute of Management, Kadi

- <7 -

#>$ +o:i"e Ban in!


Mobile 'anking 1A@ 1<1 .=A

Ies 2o

<6.78 =7.<8 1AA.A8

Awareness of Mobile Banking

5es, ! .6% 6o, 56.!%

InterpretationL /ut of .=A respondents that e take for our sur!ey =78 %ustomer are not a are hich ith

the facility of mobile banking and <6.78 %ustomer are a are bank to reduce the burden of the ork.

ith the facility of mobile ill help the

banking, Mobile banking is !ery important direct banking channel

S.V. Institute of Management, Kadi

- <; -

#?$ Phone Ban in!


1hone 'anking @A 17A .=A

Ies 2o

67.A8 7<.A8 1AA.A8

Awareness of Phone Banking

5es, 6.0%

6o, 6!.0%

InterpretationL /ut of .=A respondents that e take for our sur!ey 7<8 customer are not a are ith the facility of phone banking and 678 of the respondent are not a are banking. This the result of the marketing strategy the a are ness of phone 'anking, ith the phone hich adopted by the bank for create

S.V. Institute of Management, Kadi

- <> -

#@$ Insta a"ert


Insta alert 1<A 11A .=A

Ies 2o

=7.A8 <<.A8 1AA.A8

Awareness of nsta alert

6o, !!.0% 5es, 56.0%

InterpretationL /ut of .=A respondents that e take for our sur!ey =78 %ustomer are a are ith the

Insta alert facility and <<8 %ustomer are not a are ithdra al the money from the bank.

ith the Insta alert Insta alert is one

of the !ery good facility that create the a areness of balance hen customer deposit and

S.V. Institute of Management, Kadi

- <@ -

#9$ Insta Huery


Insta Buery .1 ..@ .=A

Ies 2o

>.<8 @1.78 1AA.A8

Awarewness of nsta !uery

5es, 8.!%

6o, 9(.6%

InterpretationL /ut of .=A respondents that e take for our sur!ey only >8 customer are a are ith the Insta 5uery +acility and @1.78 customer are not a are ith the facility of Insta 5uery. In all direct banking channel the a areness of Insta 5uery is !ery lo . Insta 5uery is !ery

S.V. Institute of Management, Kadi

- =A -

useful *irect 'anking %hannel. 'ank should focus more for create a areness of Insta 5uery.

Hue 8 %a)e you e)er done any transaction throu!h :e"ow e-Ban in! Channe"G #7$ A1+
Ies 2o (TM .<= = .=A @>.A8 ..A8 1AA.A8

Transaction through ATM

6o, 2.0%

5es, 98.0%

S.V. Institute of Management, Kadi

- =1 -

InterpretationL /ut of .=A respondents that customer %ha5ue. e take for our sur!ey @>8 %ustomer are using the (TM

and only .8 %ustomer are not using the (TM for their transaction. In the case of the ho are not using the (TM for their baking transaction they are from the current account and they are from current account and they do their transaction through

#4$ .et Ban in!


2et 'anking == 1@= .=A

Ies 2o

...A8 ;>.A8 1AA.A8

Transaction through Net Banking

5es, 22.0%

6o, )8.0%

S.V. Institute of Management, Kadi

- =. -

InterpretationL /ut of .=A respondents that e take for our sur!ey ;>8 %ustomer are not using the net

banking for their transaction and ..8 customer are using the net banking for their transaction. The a are ness of net banking is <;..8 and transaction through net banking is only ..8.

#>$ +o:i"e Ban in!


Mobile 'anking 6A ..A .=A

Ies 2o

1..A8 >>.A8 1AA.A8

Transaction through Mobile Banking

5es, (2.0%

6o, 88.0%

S.V. Institute of Management, Kadi

- =6 -

InterpretationL /ut of .=A respondents that e take for our sur!ey 1.8 customer are using the Mobile

'anking for their transaction and >>8 customer are not using the mobile banking for their transaction. This is the perception of the customer regarding the use of the mobile banking. The a areness of mobile banking is <6.7 8 but use of mobile banking is only 1.8.

#?$ Phone Ban in!


Ies 2o 1hone 'anking .. ..> .=A >.>8 @1..8 1AA.A8

Transaction through Phone Banking

5es, 8.8%

6o, 9(.2%

S.V. Institute of Management, Kadi

- =< -

InterpretationL /ut of .=A respondents that e take for our sur!ey >.>8 customer of the bank are using

the phone banking facility for their banking transaction and @1..8 customer are not using the phone banking for their transaction. The a areness of phone banking is around 678 but only >.>= customers are using the phone banking facility for their banking transaction. This indicates the perception of the customer to ards the use of phone banking. Though the customer are a are ith the phone banking.

#@$ Insta Huery


Ies 2o Insta Buery @ .<1 .=A 6.78 @7.<8 1AA.A8

Transaction through nsta !uery

5es, .6%

6o, 96.!%

S.V. Institute of Management, Kadi

- == -

InterpretationL /ut of .=A respondents that e take for our sur!ey only 6.78 customer are using the

Insta 5uery for their transaction and @7.<8 customer are not using the Insta 5uery for their transaction. The a areness of Insta 5uery is >.<8 and use of Insta 5uery is 6.78.

Hue 8 #B$ If no than what is the reason for not usin! E-Ban in! Channe"G #7$ A1+
(TM 'ac of Information &ear a:out Security Other 1ota" A A 7 7 A.A8 A.A8 1AA.A8 1AA.A8

"ason for not using ATM


8a/k o0n-or$ation, 0.0% Fear a7out Se/urity, 0.0%

&t%er, (00.0%

S.V. Institute of Management, Kadi

- =7 -

InterpretationL /ut of .=A respondents that see that all the customer (TM facility. e take for our sur!ey appro-imately .8 customer are not e can ho are not using the (TM facility ha!e not lack of

using the (TM facility because they ha!e no use of this facility. In abo!e graph

information and ha!e not fear about security. They ha!e a other reason for not using the

#4$ .et Ban in!


2et 'anking 'ac of Information &ear a:out Security Other 1ota" 1<1 11 <7 1@> ;1..8 =.78 .6..8 1AA.A8

"eason for not using Net Banking


Fear a7out Se/urity, 5.6%

&t%er, 2 .2% 8a/k o0n-or$ation, )(.2%

S.V. Institute of Management, Kadi

- =; -

InterpretationL In abo!e graph e can that the customers ho are not using the net banking facility ha!e a different reason for it. More than ;1..8 customers ho are not using the net banking facility ha!e a lack of information about the use of net banking facility. In abo!e graph e can that only =.78 customer ha!e a fear about security and .6..8 customer responded that they ha!e a other reason for not using the net banking facility like no use of the facility.

#>$ +o:i"e Ban in!


Mobile 'anking 'ac of Information &ear a:out Security Other 1ota" 1=> 1A =6 ..1 ;1.=8 <.=8 .<.A8 1AA.A8

"eason for not using Mobile Banking


Fear a7out Se/urity, !.5%

&t%er, 2!.0%

8a/k o0n-or$ation, )(.5%

S.V. Institute of Management, Kadi

- => -

InterpretationL In abo!e table customer e can that appro-imately >>8 customer of our sur!ey is not using the e can that ;1.=8

mobile banking facility they ha!e clear reason for it. In abo!e graph

ho are not using the mobile banking facility because of lack of information ho are not using the net banking facility they ha!e no

and only <.= 8 customer ha!e a fear about security in doing the transaction through net banking channel. .<8 customer use of the net banking ser!ice.

#?$ Phone Ban in!


1hone 'anking 'ac of Information &ear a:out Security Other 1ota" 17< 1A =1 ..= ;..@8 <.<8 ...;8 1AA.A8

"eason for not using Phone Banking


Fear a7out Se/urity, !.!% &t%er, 22.)%

la/k o0n-or$ation, )2.9%

S.V. Institute of Management, Kadi

- =@ -

InterpretationL The customers In abo!e graph ho are not using the phone banking facility ha!e different reason for it. e can;..@8 customer ho are not using the 1hone banking facility

ha!e a reason that they ha!e lack of information for phone banking facility,..8 customer ha!e no use of the phone banking facility and only <.<8 customer are not using the phone banking facility because of the security reason.

#@$ Insta a"ert


Insta alert 'ac of Information &ear a:out Security Other 1ota" 11A 1 1@ 16A ><.78 A.>8 1<.78 1AA.A8

"eason for not using nsta alert


Fear a7out Se/urity, 0.8%

&t%er, (!.6%

8a/k o0n-or$ation, 8!.6%

S.V. Institute of Management, Kadi

- 7A -

InterpretationL In abo!e graph e can see that the customer ho are not using the Insta alert facility ho are not using the Insta alert

because of !arious reason. ><.78 of the customer because of the other reason.

facility because of lack of information and 1<.78 customer are not using the facility

#9$ Insta Huery


Insta Buery 'ac of Information &ear a:out Security Other 1ota" .16 1 .7 .<A >>.>8 A.<8 1A.>8 1AA.A8

"eason for not using nsta !uery


Fear a7out Se/urity, 0.!% &t%er, (0.8%

8a/k o0n-or$ation, 88.8%

S.V. Institute of Management, Kadi

- 71 -

InterpretationL In abo!e graph e can see that >>.>8 customer ho is not using the Insta 5uery because they ha!e not information about the Insta 5uery. In abo!e graph facility and !ery fe customer ha!e fear about the security. e can that 1A.>8 customer are not using the Insta 5uery because of they ha!e no use of the particular

Hue 6 ;hat is your purpose for usin! E-Ban in! channe"G #7$ A1+
(TM ;ithdraw Cash Deposit Che2ue Ba"ance in2uiry Pay :i"" Re2uest Che2ue Boo Other .<< 6; ..A > >7 A @@.78 1=.18 >@.>8 6.68 6=.18 A.A8

S.V. Institute of Management, Kadi

- 7. -

Purpose for #sing ATM


(20.0% (00.0% 80.0% 60.0% !0.0% 20.0% 0.0% Wit% Cas% Deposit /%e*ue .alan/e in*uiry 9ay7ill 'e*uest C%e*ue .ook (5.(% . % 5.(% 99.6%

89.8%

InterpretationL /ut of .=A respondents that e take for our sur!ey @> 8 %ustomer are using the (TM

for their transaction. /ut of that @>8 ,@@.78 of the customer are using the (TM for ithdra al cash and >@.>8 of the customer are use the (TM for their balance In5uiry, 6=8 customer are using the (TM for re5uest a %ha5ue book, 1=.18 customer use the (TM for *eposit the %ha5ue and only 6.68 customer use the (TM for paying bill. That is the good for the bank because it ill help the bank to done the transaction fast.

#4$ .et Ban in!


2et 'anking *iew :a"ance &und 1ransfar Order Che2ue:oo Pay:i"" Statement re2uest Othere =6 66 1= ; .< A @7.<8 7A.A8 .;.68 1..;8 <6.78 A.A8

S.V. Institute of Management, Kadi

- 76 -

Purpose for #sing Net Banking


(20.0% (00.0% 80.0% 60.0% !0.0% 20.0% 0.0% 96.!% 60.0% 2). % (2.)% State$ent re*uest 9ay7ill ! .6% 0.0% &t%ere
6A 11 < A A

:ie# 7alan/e

InterpretationL /ut of .=A respondents that !ie e take for our sur!ey ..8 customer are using the net

banking for their transaction. /ut of that ..8, @7.<8 customer using the net banking for the balance, 7A8 customer are using the net banking for fund transfer,.;.68 customer are using the net banking for order a %ha5ue book , 1..;8 of the customer are using the net banking for pay bill and <6.78 of the customer are using the net banking for Statement re5uest. In abo!e graph !ie account balance. e can see that the net banking mostly use for

#>$ +o:i"e Ban in!


Mobile 'anking Ba"ance detai" Re2uest che2ue in2uire Chau2ue status Statement Re2uest Othere 1AA.A8 67.;8 16.68 A.A8 A.A8

S.V. Institute of Management, Kadi

&r,er C%e*ue7ook

Fun, "rans-ar

- 7< -

Purpose for #sing Mobile Banking


(20.0% (00.0% 80.0% 60.0% !0.0% 20.0% 0.0% (00.0%

6.)% ( . % 'e*uest /%e*ue in*uire C%au*ue status .alan/e ,etail 0.0% State$ent 'e*uest 0.0% ot%ere
.1 6 7 . 1 A A

InterpretationL /ut of .=A respondents that e take for our sur!ey 1.8 %ustomer are using the mobile

banking facility of the bank. /ut of that 1.8 of the customer 1AA8 use the mobile banking facility for their balance detail,67.;8 customer are using the mobile banking for re5uest %ha5ue book. Most of the customer use the mobile banking for only t o transaction that are kno the balance detail and re5uest a %ha5ue book.

#?$ Phone Ban in!


1hone 'anking Acount :a"ance cha2ue status Order cha2ue:oo "oan Re"ated &und 1ransfar Pay your :i"" Other @=.=8 16.78 .;.68 @.18 <.=8 A.A8 A.A8

S.V. Institute of Management, Kadi

- 7= -

Purpose for #sing Phone Banking


(20.0% (00.0% 80.0% 60.0% !0.0% 20.0% 0.0% 95.5%

2). % ( .6% &r,er /%a*ue7ook 3/ount 7alan/e /%a*ue status 9.(% loan 'elate, !.5% Fun, "rans-ar 0.0% 9ay your 7ill 0.0% &t%er

InterpretationL /ut of .=A respondents that e take for our sur!ey. >.>8 %ustomer are using the 1hone

banking facility for their banking transaction. /ut of that >.>8, @=.=8 %ustomer use the phone banking facility for getting their balance detail, .;.>8 customer are using the phone banking facility for order a %ha5ue book , 16.78 of the customer are using the phone banking facility for their %ha5ue status and @.18 customer are using the 1hone banking facility for their loan related 5uery. In abo!e graph balance detail. e can see that most of customers ho use the phone banking facility are use the phone banking for getting their

#@$ Insta Huery


Insta Buery Re2uest Cha2ue Re2uest stat in2uire Cha2ue Ba"ance in2uire 1rans( %istory Othere 6 . 1 @ < A 66.68 ....8 11.18 1AA.A8 <<.<8 A.A8

S.V. Institute of Management, Kadi

- 77 -

Purpose for #sing nsta !uery


(20.0% (00.0% 80.0% 60.0% !0.0% 20.0% 0.0% 'e*uest 'e*uest in*uire /%a*ue stat /%a*ue .alan/e in*uire "rans. ;istory . % 22.2% ((.(% !!.!%

(00.0%

0.0% &t%ere

InterpretationL /ut of .=A respondents that e take for our sur!ey only 6.78 customers are using the

Insta 5uery. /ut of that 6.78, 1AA 8 respondent is using the Insta 5uery for getting their balance detail and 66.68 customer is using the inst 5uery for re5uest a %ha5ue 'ook. In abo!e graph e can see that <<.<8 customer using Insta 5uery facility for the transaction history hich is the !ery useful ad!antage of Insta 5uery.

Hue A %ow much you satisfied with the :e"ow E-Channe"G #7$ A1+
(TM %DS DS CanJt say 1 1 7 A.<8 A.<8 ..<8

S.V. Institute of Management, Kadi

- 7; -

S %S 1ota"

<A .A. .=A

17.A8 >A.>8 1AA.A8

$atisfaction with ATM


;DS, 0.!% DS, 0.!% Can4t say, 2.!% S, (6.0%

;S, 80.8%

InterpretationL In abo!e graph e can see that >A8 customer are highly satisfied and !ery fe around A.<8 customer are highly dissatisfied ith the ser!ice of (TM of the )*+% 'ank. This is the result of the ser!ice that pro!ided by the bank.

#4$ .et Ban in!


2et 'annking %DS DS CanJt say S A 6 1@7 .6 A.A8 1..8 ;>.<8 @..8

S.V. Institute of Management, Kadi

- 7> -

%S 1ota"

.> .=A

11..8 1AA.A8

$atisfaction with Net Banking

;DS, 0.0% DS, (.2% ;S, ((.2% S, 9.2%

Can4t say, )8.!%

InterpretationL (s per concern net banking facility e can see that ;>8 %ustomer has a natural opinion

regarding the ser!ice of the net banking because they are not using the net banking facility of the bank. 11.. 8 %ustomers are highly satisfied and @..8 %ustomer are satisfied are satisfied ith the net banking facility of the bank. It mean that ho are using the net banking facility of the bank are appro-imately 778 customer

satisfied ith net banking facility of the bank.

#>$ +o:i"e Ban in!

Mobile 'anking %DS 1 A.<8

S.V. Institute of Management, Kadi

- 7@ -

DS CanJt say S %S 1ota"

6 .1@ 1= 1. .=A

1..8 >;.78 7.A8 <.>8 1AA.A8

$atisfaction with Mobile Banking

;S, ;DS, !.8% 0.!% DS, (.2% S, 6.0%

Can4t say, 8).6%

InterpretationL In abo!e graph e can see that <.>8 %ustomer are highly satisfied and 78 of the ith the mobile banking facility of the bank and e ith the

customer of the bank are satisfied

can see that only A.< 8 of the customer of the bank are highly dissatisfied mobile banking ser!ice.

facility of the bank. It mean that bank pro!ide !ery good ser!ice to the customer in

#?$ Phone Ban in!


1hone 'anking %DS DS CanJt say A < ..7 A.A8 1.78 @A.<8

S.V. Institute of Management, Kadi

- ;A -

S %S 1ota"

> 1. .=A

6..8 <.>8 1AA.A8

$atisfaction with Phone Banking

;DS, 0.0% ;S, !.8% S, .2%

DS, (.6%

Can4t say, 90.!%

InterpretationL In abo!e graph e can see that appro-imately > 8 customer are satisfied ith the

facility of the bank and only 1.7 8 customer are dissatisfied facility of the bank. In abo!e graph bank

ith the phone banking

e can that around @A8 customer ha!e natural

opinion to ards the 5uestion because they ha!e not use the phone banking facility of the

#@$ Insta A"ert

Insta alert

S.V. Institute of Management, Kadi

- ;1 -

%DS DS CanJt say S %S 1ota"

A 7 11@ 7= 7A .=A

A.A8 ..<8 <;.78 .7.A8 .<.A8 1AA.A8

$atisfaction with nsta alert

;DS, 0.0%

DS, 2.!%

;S, 2!.0%

Can4t say, !).6%

S, 26.0%

InterpretationL In abo!e graph e can that around =A8 customer of our sur!ey is satisfied ith the Insta alert facility of the bank. )ere e can see that only ..< percent customer is dissatisfied ith the Insta alert facility of the bank. It mean that the bank pro!ide !ery good ser!ice of Insta alert facility to the customer

#9$ Insta 2uery

S.V. Institute of Management, Kadi

- ;. -

Insta Buery %DS DS CanJt say S %S 1ota" 1 A .<< 1 < .=A A.<8 A.A8 @;.78 A.<8 1.78 1AA.A8

$atisfaction with nsta !uery

;DS, 0.!% S, 0.!% DS, 0.0% ;S, (.6%

Can4t say, 9).6%

InterpretationL In abo!e graph e can see that 1.78 customer are highly satisfied and A.<8 customer of our sur!ey are satisfied ith the facility of the bank that is the good result of the ser!ice of the bank. In abo!e graph @;.78 %ustomer has a natural opinion to ards the Insta 5uery facility of the bank because they ha!e not use this facility of the bank.

Hue 75 Accoridn! to you Customer care faci"ity of %D&C Ban isG

S.V. Institute of Management, Kadi

- ;6 -

+re5uency $-cellent ?ood 'ad Total <; 1;@ .< .=A

1ercentage 1>.>8 ;1.78 @.78 1AA.A8

%usto&er %are 'acility


1x/ellent (9% .a, (0%

<oo, )(%

InterpretationL %ustomer care facility is !ery important for the direct banking channel of bank. In abo!e graph e can see that ;18%ustomer&s opinion regarding the customer care facility is good that is !ery good for the branch because it means the customer care facility is good and effecti!e that the customer ant.

Chapter3-8 &indin!s And Recommendation

S.V. Institute of Management, Kadi

- ;< -

(fter studying about the a areness and perception of the customer to ards the $'anking %hannel of )*+% 'ank. +ollo ing findings and suggestions are based on our research analysis in conte-t of $-banking channel 9*irect 'anking %hannel:. &indin!s In our study e find that 1AA8 respondents are a are ith the (TM facility and around =..> 8 respondents are a are (round =78 customers are a are a areness of Insta 5uery is only >.>8. Most of customers are belie!e that the branch banking is more con!enient banking Most of respondents belie!e that the banking through e- banking channel is safe and safe secure. There is !ery different bet een the a areness and use of the direct banking channel of the bank. The customers are a are Most of respondents bank. The customer are using the direct banking channel for fe of the direct banking channel is limited for fe transaction. Most of respondent ho are using the direct banking channel are satisfied ith the ser!ice of the bank for the particular direct banking channel The customer care facility of the bank is good according to response of the our respondent purpose it means the use ith the different direct banking channel but they ha!e not use the particular direct banking channel of the bank. ho are not using the direct banking channel of the bank because of the lack of information about the particular direct banking channel of the ay for ith the net banking facility of the bank.

ith the Insta alert facility of the bank. 'ut the

Recommendation

S.V. Institute of Management, Kadi

- ;= -

Though the $-'anking is an effecti!e tool but many of the customers are not using it due to the a areness of the particular direct banking channel. 2o the responsibility lies ith the bank to make them a are about !arious $-banking channels through publicity and ad!ertisement 'ank should educate the customer about the usage of e-banking channel and also about their ad!antages. This brick and mortar channel. It has been obser!ed that e!en the customers ho kno about e-banking channel are ould prompt the customers to shift from traditional

not using this facility due to misconception and lack of information. These customers should be targeted by the bank and must be con!inced to use the same. The result of the study sho that customers are using only fe facility of !arious eithdra al etc.

banking channel for e-ample (TM for !ie

balance and cash

Though e- banking pro!ides a full gamut of !arious ser!ices. %ustomer should be made a are of these ser!ices and must be encouraged to use the same. The bank may impro!e e-isting facilities in rural areas through ad!ertising, spread a areness about computer and net banking. The best ay to moti!ate the customer to use the e- banking is the most efficient

customer care ser!ice.

Chapter3-6 %ypothesis 1estin!


S.V. Institute of Management, Kadi - ;7 -

6(7 KLD 1est 1est-7 %o3p LT >7.=<8 sa!ing account %73p LT >7.=<8 the sa!ing account 2ull hypothesisL >7.=<8U respondent are using the (lternati!e hypothesisL >7.=<8 respondent are not using

1)oT A.>7=<, B)oT A.16<7, 1T 9.1=".=A: T A.>7, 5T A.1<, nT.=A, TA.A=, HT1.@7 M T P% 5 - 5% 5 F n T 9A.>7=<UA.16<7: ".=A T 5(544 N P%o O L P M T A.>7=< V1.@7 U A.A.. T 5(A56@ N P%o - L P M T A.>7=< -1.@7 U A.A.. N 5(644> N P- P%o M T A.>7-A.>7=< A.A.. T -5(4?@
3//eptan/e 'egion

0('

'('

'e=e/t 'egion

'e=e/t 'egion --)./0

-()*+ InterpretationL

,()*+

+or abo!e test, the hypothesis is >7.=<8 respondents are using the sa!ing account in the 'ank and the alternati!e hypothesis is >7.=<8 respondents are not using the sa!ing account. So here the !alue of H tests that is -A..<= lies in the acceptance region. There fore do not re,ect 2ull )ypothesis

[*Source: Previous study of the Bank on E-age banking by Ansuya]

S.V. Institute of Management, Kadi

- ;; -

1est-4 %o3p LT A.=. eekly %73p LT A.=. bank eekly 2ull hypothesisL =.8U respondent are !isit the bank (lternati!e hypothesisL =.8 respondent are not !isit the

1)oT A.=., B)oT A.<>, 1T 9>1".=A: T A.6.<A, 5 T A.7;7A, nT.=A, TA.A=, HT1.@7 M T P% 5 - 5% 5 F n T 9A.=.UA.<>: ".=A T 5(5>4 T P%o O L P M T A.=. V1.@7 U A.A6. T 5(@648 T P%o - L P M T A.=. -1.@7 U A.A6. N 5(?@8> T P- P%o M T A.6.<A-A.=. A.A6. T -9(74@
- +)(.0 3//eptan/e 'egion

J.C

C.C

'e=e/t 'egion 2()*+ -

'e=e/t 'egion

O()*+

InterpretationL (bo!e hypothesis test is related ith the customer !isit in the 'ank. +or this test the eekly. 'ut the H test !alue -7.1.= is

hypothesis is =.8 respondents are !isit the bank alternati!e hypothesis

lies in the re,ection region. There for here re,ect the null hypothesis and accept the

[*Source: Previous study of the Bank on E-age banking by Ansuya]

S.V. Institute of Management, Kadi


- +)(.0

- ;> -

1est-> %o3p LT A.6<6= 2ull hypothesisL 6<.6=8U1 respondent are come to the bank for cha5ue deposit %73p LT A.6<6= (lternati!e hypothesisL 6<.6=8 respondent are not come to the bank for cha5ue deposit 1)oT A.6<6=, B)oT A.A.7=7=, 1T 91@7".=A: T A.7;7A, 5T A.6.<A, nT.=A, TA.A=, HT1.@7 M T P% 5 - 5% 5 F n T 9A.A.6<6=UA.7=7=: ".=A T 5(5>5 N P%o O L P M T A.6<6= V1.@7 U A.A6A T 5(?54> N P%o - L P M T A.6<6= -1.@7 U A.A6A N 5(46?8 N P- P%o M T A.7;7A-A.6<6= A.A6A T 77(56
3//eptan/e 'egion

0('

'('

'e=e/t 'egion

'e=e/t 'egion -

-()*+

O()*+

(()-1

InterpretationL %ustomers of the bank are !isiting the bank for !arious purposes. +or abo!e test the hypothesis is 6<.6= 8 customer are !isit the bank for the cha5ue deposit purpose. 'ut in this test the H !alue 11.A> lies in re,ection region so here re,ect the null hypothesis and accept the alternati!e hypothesis.

[*Source: Previous study of the Bank on E-age banking by Ansuya]

S.V. Institute of Management, Kadi

- ;@ -

1est-? %o3p LT A.7< 2ull hypothesisL (ccording to 7<8U respondent, $'anking is more con!enient ay for 'anking %73p LT A.7< (lternati!e hypothesisL (ccording to 7<8, $-'anking is not more con!enient ay for 'anking 1)oT A.7<, M B)oT A.67, 1T 976".=A: T A. .=.A, 5 T A.;<>A nT.=A, TA.A=, HT1.@7

T P% 5 - 5% 5 F n T 9A.A.7<UA.A.67: ".=A T 5(5>7 N P%o O L P M T A.A.7< V1.@7 U A.A61 T 5(8556 N P%o - L P M T A.7< -1.@7 U A.A61 N 5(@8A4 N P- P%o M T A..=.A-A.7< A.A61 T -74(@7
-(.)0( 3//eptan/e 'egion

0('

'('

'e=e/t 'egion

'e=e/t 'egion -

-()*+

O()*+

InterpretationL +or abo!e test the hypothesis according to 7<8 respondents the e-'anking is the more con!enient ay for banking. 'ut the !alue of H tests -1..= 1lies in the re,ection region. So here the !alue of H test re,ects the null hypothesis.

QSource: A Case Study on Customers perception to ards E-Banking ith specia! "eference to #aipur
City by Prof$ Sumeet %upta& Professiona! Banker& #u!y-'(() & Page no**]

S.V. Institute of Management, Kadi

- >A -

6(4 Chi-S2uare 1est3 .u"" %ypothesis3 $ach respondent irrespecti!e of age possesses e5ual kno ledge about the !arious *irect 'anking channel A"ternati)e %ypothesis3 Iounger 3espondents ha!e a better understanding about the !arious *irect 'anking %hannel #7$ .et Ban in!3
3#are >25 252 5 52!5 !5255 ?55 6et .anking 6ot 3#are (9 8! (6 (0 ( 2 "otal (2 68 25 8 5 ((8 ( (52 !( (8 8 250 @Fo2 FeA2+Fe 0.!( 0.!6 0.() 0.(9 (.!5 (.62 0.0 0.0 0. ! 0. 8 5.08

'o# ( ( 2 2

! ! 5 5

Colu$n ( 2 ( 2 ( 2 ( 2 ( 2

Fo (9 (2 8! 68 (6 25 (0 8 5

Fe (6.! (!.6 80. )(.) 2(.6 (9.! 9.5 8.5 !.2 .8

Fo2Fe 2.6 22.6 .) 2 .) 25.6 5.6 0.5 20.5 2(.2 (.2

@Fo2FeA2 6.)6 6.)6 ( .69 ( .69 (. 6 (. 6 0.25 0.25 (.!! (.!! C%i2 S*uare

3//eptan/e 'egion

0)-1

*)/11

S.V. Institute of Management, Kadi


- +)(.0

- >1 -

#4$ +o:i"e Ban in!3

3#are >25 252 5 52!5 !5255 ?55

Bo7ile .anking 6ot 3#are (5 )2 ( ) 2 (09

"otal (6 80 28 (( 6 (!( ( (52 !( (8 8 250 @Fo2 FeA2+Fe 0.() 0.( 0.!9 0. 8 (. ! (.0! 0.08 0.06 0.6! 0.50 !.8

'o# ( ( 2 2

! ! 5 5

Colu$n ( 2 ( 2 ( 2 ( 2 ( 2

Fo (5 (6 )2 80 ( 28 ) (( 2 6

Fe ( .5 ().5 66. 85.) ().9 2 .( ).8 (0.2 .5 !.5

Fo2Fe (.5 2(.5 5.) 25.) 2!.9 !.9 20.8 0.8 2(.5 (.5

@Fo2FeA2 2.25 2.25 2.!9 2.!9 2!.0( 2!.0( 0.6! 0.6! 2.25 2.25 C%i2 S*uare

3//eptan/e 'egion

/)12

*)/11

S.V. Institute of Management, Kadi


- +)(.0

- >. -

#>$ Phone Ban in!3

3#are >25 252 5 52!5 !5255 ?55

9%one .anking 6ot 3#are (5 5) (2 ! 2 90

"otal (6 95 29 (! 6 (60 ( (52 !( (8 8 250 @Fo2 FeA2+Fe (.29 0.) 0.(0 0.05 0.5 0. 0 0.96 0.5! 0.28 0.(6 !.9!

'o# ( ( 2 2

! ! 5 5

Colu$n ( 2 ( 2 ( 2 ( 2 ( 2

Fo (5 (6 5) 95 (2 29 ! (! 2 6

Fe ((.2 (9.8 5!.) 9). (!.8 26.2 6.5 ((.5 2.9 5.(

Fo2Fe .8 2 .8 2. 22. 22.8 2.8 22.5 2.5 20.9 0.9

@Fo2FeA2 (!.!! (!.!! 5.29 5.29 ).8! ).8! 6.25 6.25 0.8( 0.8( C%i2 S*uare

3//eptan/e 'egion

/)*/

*)/11

S.V. Institute of Management, Kadi


- +)(.0

- >6 -

#?$ Insta a"ert3


3#are >25 252 5 52!5 !5255 ?55 () 85 2! 9 5 (!0 0nsta 3lert 6ot 3#are (! 6) () 9 ((0 "otal ( (52 !( (8 8 250 @Fo2 FeA2+Fe 0.0( 0.0( 0.00 0.00 0.0! 0.06 0.(2 0.(5 0.06 0.0) 0.52

'o# ( ( 2 2

! ! 5 5

Colu$n ( 2 ( 2 ( 2 ( 2 ( 2

Fo () (! 85 6) 2! () 9 9 5

Fe ().! ( .6 85.( 66.9 2 (8 (0.( ).9 !.5 .5

Fo2Fe 20.! 0.! 20.( 0.( ( 2( 2(.( (.( 0.5 20.5

@Fo2FeA2 0.(6 0.(6 0.0( 0.0( ( ( (.2( (.2( 0.25 0.25 C%i2 S*uare

3//eptan/e 'egion

-)0.

*)/11

S.V. Institute of Management, Kadi


- +)(.0

- >< -

#@$ Insta Huery3


0nsta Cuery 6ot 3#are 6 (0 0 2 2( 25 (!2 8 (8 6 229

3#are >25 252 5 52!5 !5255 ?55

"otal ( (52 !( (8 8 250 @Fo2 FeA2+Fe !.!5 0.!( 0.6( 0.06 0.05 0.00 (.50 0.(! 2.!( 0.2 9.86

'o# ( ( 2 2

! ! 5 5

Colu$n ( 2 ( 2 ( 2 ( 2 ( 2

Fo 6 25 (0 (!2 8 0 (8 2 6

Fe 2.6 28.! (2.8 ( 9.2 .! ).6 (.5 (6.5 0.) ).

Fo2Fe .! 2 .! 22.8 2.8 20.! 0.! 2(.5 (.5 (. 2(.

@Fo2FeA2 ((.56 ((.56 ).8! ).8! 0.(6 0.(6 2.25 2.25 (.69 (.69 C%i2 S*uare

*)/11

3//eptan/e 'egion

*)/11 *)1+-

S.V. Institute of Management, Kadi


- +)(.0

- >= -

Interpretation of %hi-s5uareL In abo!e chi-s5uare test the chi- s5uare !alue is different for !arious $-channel of the bank. The table !alue of chi-s5uare at the =8 significance le!el and < degree of freedom is @.<>>. The chi-s5uare !alue of 2et 'anking, Mobile banking, 1hone 'anking and Insta alert lies in the acceptation region of the chi-s5uare distribution. 'ut the chi-s5uare !alue of Insta 5uery lies in the re,ection region of the chi-s5uare distribution. So here the chi-s5uare !alue of Insta 5uery re,ects the null hypothesis hich is @.>7.

+Source: A case study on Customer a areness and perception to ards Banking Channe! of ,otak -ahindra Bank by Prof: .arsha .irani& Profesiona! Banker& September '(()& Page /0: **]

S.V. Institute of Management, Kadi

- >7 -

Chapter3-A Bi:"io!raphy Boo s and +a!aEine


/rgani#ation beha!ior,16th edition by Stephen 1. 3obbins,Timothy (. Mudge and seema sanghi,Page /o 123 Market 3easerch ;th ediltiion by *a!id M.Cuck and 3onald s. 3ubin Statistics for Management ;th edition by 3ichard l. Ce!in 4 *a!id S. 3ubin. ( case study on $-*eli!ery channels in 'anks customer perception by *r. 3.K.Jppal, 1rofessional 'anker, March .AA@ Page /o *' ( case study on customer perception of (TM ser!ices by 2. Sakthi!el 1rofessional 'anker, March .AA> Page /o ** ( case study of customer&s perception to ards $-'anking channel Page /o ** ( case study on customer a areness and perception to ards banking channel of kotak Mahindra 'ank by Varsha Virani, 1rofessional 'anker, March .AA@ Page /o ** ith special reference to Maypur city by 1rof. Sumeet gupta, 1rofessional 'anker, Muly .AA6

;e:site

.hdfcbank.com .kotaksecurities.com .iba.com .rbi.com

S.V. Institute of Management, Kadi

- >; -

Chapter3-75 AnneBure
Huestionnaire

.o3
*ear 3espondent, 0e are the student of first year M'( programme from S.V. Institute of Management, Kadi. (s a part of our curriculum e ha!e to do a pro,ect report on market research on any area for any of the selected topic. 0e ha!e selected Ecustomer a areness and perception to ards $-'anking channel 9*irect 'anking %hannel: for our research topic. )ere I re5uest you to ans er the follo ing 5uestion and help me in my ork. 0e ensure you that the ans er gi!en by you ill be kept confidential and use for academic purpose only. 91: 0hich type of account you ha!e in )*+% 'ankD

91: Sa!ing 96:+i- *eposit 9.: )o often do you !isit the bankD 91: *aily 96: T o time in a month

9.: %urrent 9<: Salary

9.: 0eekly 9<: /nes in a month

S.V. Institute of Management, Kadi

- >> -

9=: 3arely

96: +or hich transaction you are come to the bankD 91: %he5ue ithdra al"*eposit 96: *emand *raft 9=: /ther 9<: (ccording to you hich is more con!enient ay for 'ankingD 91: 'ranch 'anking 9.: $-'anking 9.: %ash ithdra al"deposit 9<: 'alance in5uire

9=: E'anking through e-channel is safe and secureF present your !ie 91: Strongly (gree 96: %an&t say 9<: Strongly disagree 97: (re you a are about belo e-banking channelD 9(: (TM 9': 2et 'anking S.V. Institute of Management, Kadi 91: Ies 91: Ies 9.: 2o 9.: 2o - >@ 9.: (gree 9<: *isagree

9%: Mobile banking 9*: 1hone 'anking 9$: Insta alert 9+: Insta Buery

91: Ies 91: Ies 91: Ies 91: Ies

9.: 2o 9.: 2o 9.: 2o 9.: 2o

9;: )a!e you e!er done any transaction through belo e-banking channelD 9(: (TM 9': 2et 'anking 9%: Mobile banking 9*: 1hone 'anking 9$: Insta alert 9+: Insta Buery 91: Ies 91: Ies 91: Ies 91: Ies 91: Ies 91: Ies 9.: 2o 9.: 2o 9.: 2o 9.: 2o 9.: 2o 9.: 2o

If G2o& than hat is the reason for not using $-'anking channel 91: Cack of information ( ' % * $ + (TM 2et 'anking Mobile 'anking 1hone 'anking Insta alert Insta Buery - @A 9.: +ear about 96: /ther Security

S.V. Institute of Management, Kadi

9>: 0hat is your purpose for using $-'anking channelD 9(: (TM 91: 0ithdra cash 96: Make a balance In5uire 9=: 3e5uest a che5ue 'ook 9':2et 'anking 91: Vie a (ccount 'alance 96: /rder a che5ue book 9=: Statement 3e5uest 9c: Mobile 'anking 91: ?et your balance detail 96: $n5uire a che5ue status 9=: /ther 9*: 1hone 'anking S.V. Institute of Management, Kadi - @1 9.: 3e5uest a che5ue 'ook 9<: 3e5uest an account balance 9.: +und Transfer 9<: 1ay 'ill 97: /ther 9.: *eposit %he5ue or %ash 9<: 1ay 'ill 97: /ther

91: %heck your account balance 9.: /rder a che5ue 'ook 9=: +und Transfer 9;: /ther 9$: Insta Buery 91: 3e5uesting a che5ue book 96: In5uire che5ue status 9=: Transaction history

9.: $n5uire che5ue status 96: Coan related Buery 97: 1ay your 'ill

9.: 3e5uest for (ccount Statement 9<: 'alance In5uire 97: other

9@: )o much you satisfied ith the belo e-banking channelD 91: )*S ( ' % * $ + (TM 2et 'anking Mobile 'anking 1hone 'anking Insta alert Insta Buery 9.: *S 96: %an&t Say 9<: S 9=: )S

91A: (ccording to you customer care facility of )*+% 'ank is 91: $-cellent 9.: ?ood 96: 'ad

S.V. Institute of Management, Kadi

- @. -

911: 0hat is your (geD 91: W .= years 96: 6= to <= 9=: (bo!e == 1ersonal *etail 2ameL (ccount 2umberL /ccupationL ?enderL 91: Male 9.: +emale %ontact 2umberL 96: .= to 6= 9<: <= to ==

0e are heartily fully thankful to you for your !aluable and kind co-operation. Thanking you !ery much.

S.V. Institute of Management, Kadi

- @6 -