DECLARATION

We Sujeet Mahato, Shashank Singh, Biplav kc, Mohd. Adib hereby declare that the project
report entitled A Study on Mobile Banking Services with specific reference to State Bank of
India, Manipal Branch. Under guidance of Mr. Vikram Baliga submitted for the requirement
of a degree programme of Manipal University is our original work.
Any literature, data or works done by others and cited within this dissertation has been given due
acknowledgement and listed in the reference section. This work is original and it is not sent for
publication.

Name: Sujeet Mahato

Shashank Singh
Biplav kc
Mohd. Adib

1|Page

Date: 31.03.2013
Place: Manipal

ACKNOWLEDGEMENT
We extend our special thanks to all those people without whom it would not be possible for us to
complete our project report. We express our sincere thanks to our project guide MR. VIKRAM
BALIGA who had guided us throughout our project.
We would also thankful to Miss. VASANTHI RATHNAKAR (BRANCH MANAGER,
STATE BANK OF INDIA, Manipal Branch) for giving us the opportunity to work on this
project. We convey our heart full thanks to the Miss. RANJANA PRASAD and the staff
members of STATE BANK OF INDIA MANIPAL BRANCH for their help and corporation.
Last but not the least we are thankful to our parents and friends who have provided us with their
constant support throughout this project.

Name: Sujeet Mahato

Shashank Singh
Biplav kc
Mohd. Adib

2|Page

Date: 31.03.2013
Place: Manipal

PREFACE
The professional training is the internal part of a BBM programme. It helps the student
understand practical aspects of Business Management in a better way as a part of our BBM
programme at Manipal University, Manipal. We are supposed to work for the organization.
In today world Mobile Banking is a popular term. Mobile Banking means a financial
transaction conducted by logging on to a bank's website using a cell phone, such as viewing
account balances, making transfers between accounts, or paying bills. It is a term used for
performing balance checks, account transactions, payments etc. via a mobile device such as a
mobile phone. In recent time Mobile banking is most often performed via SMS or the Mobile
Internet but can also use special programs called clients downloaded to the mobile device
Perception is the process, by which an individual selects, organizes and interprets information
inputs to create a meaningful picture of the world around as To be a Bachelor of Business
Management student is a matter of pride because we are in a field, which help us to develop from
a normal human being into a disciplined, and dedicated professional.
One has to be a good learner to sharper knowledge in the particular field to achieve and attain the
desired goals and heights. We used research questionnaires as the research and data collection
tools. The responses were collected from 30 respondents from various areas of MANIPAL.
We had learned lot during our project on A Study on Mobile Banking Services with specific
reference to State Bank of India, Manipal Branch. in MANIPAL.

3|Page

CONTENT
Sr. no

Topic

Page no.

1.

Introduction

9-11

2.

SBI Manipal Branch-An overview on Mobile Banking

11-15

3.

Review of literature

16

4.

Research methodology

17-21

5.

Data analysis and interpretation

22-30

6.

Conclusion

31-33

7.

References

34-35

Annexure

36-38

NO. OF TABLES
4|Page

Sr. no

Topic

Page no.

1.1

Sample data

19

1.2

Research methodology

20

NO.OF FIGURES
5|Page

Sr. no

Topic

Page no.

3.1

Mobile banking users

18

3.2

Mobile banking experience in

years

19

3.3

Reasons for using mobile

banking

20

3.4

Is mobile banking secure

21

3.5

Banking technology services

22

3.6

Types of customer in mobile

banking

23

3.7

Age group using mobile

banking

24

3.8

Range of services offered in

mobile banking and used by
customers

25

6|Page

Chapter 1
INTRODUCTION

7|Page

MOBILE BANKING IN INDIA

ABOUT MOBILE BANKING:Banking has changed dramatically in the last few decades due to technological advances. The
spread of mobile phones across the developing world is one of the most remarkable technology
stories of the past decade. Buoyed by prepay cards and inexpensive handsets, hundreds of
millions of first-time telephone owners have made voice calls and text messages part of their
daily lives.
Internet Banking helped give the customer's anytime access to their banks.Customers could
check out their account details, get their bank statements,perform transactions like transferring
money to other accounts and pay their billssitting in the comfort of their homes and offices.
However the biggest limitation of Internet banking is the requirement of a PC withan Internet
connection, not a big obstacle if we look at the US and the European countries, but definitely a
big barrier if we consider most of the developing countriesof Asia like China and India.
Mobile banking addresses this fundamental limitation ofInternet Banking, as it reduces the
customer requirement to just a mobile phone. Mobile usage has seen an explosive growth in most
of the Asian economies likeIndia, China and Korea.The main reason that Mobile Banking scores
over Internet Banking is that it enablesAnywhere Anytime Banking'. Customers don't need
access to a computer terminalto access their bank accounts, now the can do so on-the-go while
waiting for thebus to work, traveling or when they are waiting for their orders to come through in
arestaurant. The scale at which Mobile banking has the potential to grow can be gauged
bylooking at the pace users are getting mobile in these big Asian economies.

Mobile Banking Business Models

A wide spectrum of Mobile/branchless banking models is evolving. These modelsdiffer primarily
on the question that who will establish the relationship (accountopening, deposit taking, lending
etc.) with the end customer, the Bank or the Non-Bank/Telecommunication Company (Telco).
8|Page

Models of branchless banking can beclassified into three broad categories - Bank Focused, BankLed and Non-Bank-Led.
Bank-focused model
The bank-focused model emerges when a traditional bank uses non-traditional low-costdelivery
channels to provide banking services to its existing customers.Examples range from use of
automatic teller machines (ATMs) to internet banking ormobile phone banking to provide certain
limited banking services to bankscustomers. This model is additive in nature and may be seen as
a modest extensionof conventional branch-based banking
Bank-led model
The bank-led model offers a distinct alternative to conventional branch-basedbanking in that
customer conducts financial transactions at a whole range of retail agents (or through mobile
phone) instead of at bank branches or through bankemployees. This model promises the potential
to substantially increase the financialservices outreach by using a different delivery channel
(retailers/ mobile phones), adifferent trade partner (Telco / Chain Store) having experience and
target marketdistinct from traditional banks, and may be significantly cheaper than the bank
basedalternatives. The bank-led model may be implemented by either usingcorrespondent
arrangements or by creating a JV between Bank and Telco/non-bank.
In this model customer account relationship rests with the bank.
Non-Bank-led model
The non-bank-led model is where a bank does not come into the picture (except possibly as a
safe-keeper of surplus funds) and the non-bank (e.g. Telco) performs all the functions.
There is no doubt that technology has provided a competitive edge to banks in providing quick
solutions to customers demands. This has also meant that customer is now in a position to
dictate how businesses should function. As a result, banks keep innovating and provide new
products, services and solutions to attract the customers and lure them to buy or use their
9|Page

products. In mobile banking itself there are 26 services that SBI provides to its customers. The
study makes an attempt to understand the utility of these services for the customers of SBI bank,
Manipal Branch.
SBI Manipal Branch-An overview on Mobile Banking
SBI, Manipal uses both the Bank led model and the Non-bank led model. In the bank led model,
it offers mobile banking products designed by the centralized team responsible for innovations
and research. The service aspect of these products is delivered through the Non-bank led model.
The clientele for such mobile banking product offerings are diverse and constitute working
professionals of Manipal University, students of Manipal University and the general public of
Manipal and Udupi city.
Manipal SBI branch also has tie up with Telco companies for providing mobile banking services
as bank led model. It is both beneficial for banks and also for the telecom companies because it
generates a lot of profit to telecom companies and also on the other hand reduces the work of
banks and reduces the paper based banking .
Manipal SBI bank branch also provides non-bank-led model where a bank does not come into
the picture (except possibly as a safe-keeper of surplus funds) and the non-bank (e.g. Telco)
performs all the functions .the various services provided by mobile banking to the customers are
very much helpful for the customers as we all know that technology is increasing day by day and
because of increase in technology people are shifting towards less paper banking to save their
time and money.
As per the survey done it is found that there are 315 existing customers who use mobile banking
at SBI, Manipal Branch. This includes Businessman, students of Manipal University and
employees working at Manipal University.) Those who use mobile banking prefer using mobile
banking through smart phone applications or through SMS Banking.

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SBI, Manipal Branch is the first bank which offered mobile banking service to their customers in
the town of Manipal free of cost. According to the customers it is beneficial to use mobile
banking service given by SBI because they feel that mobile banking given by SBI is better than
any other banks mobile banking service. Banks also provide various free rewards points for the
use of mobile banking and ATM banking .This reward point is given for the customers to shop
free or do mobile recharge.
Services offered by STATE BANK OF INDIA, Manipal branch Your Mobile Your Bank
Away from home, balance enquiries can be made and/or money sent to the loved ones or bills
can be paid anytime 24x7!!! That is what State Bank Freedom offers -convenient, simple, secure,
anytime and anywhere banking.
1. Mobile Banking Service over Application/ Wireless Application Protocol (WAP)
The service is available on java enabled /Android mobile phones (with or without GPRS) where
the user is required to download the application on to the mobile handset. The service can also be
availed via WAP on all phones (java/non java) with GPRS connection.
The following functionalities are available in State Bank, Manipal mobile banking:

Account information
Mini-statements and checking of account history
Alerts on account activity or passing of set thresholds
Monitoring of term deposits
Access to loan statements
Access to card statements
Mutual funds / equity statements
Insurance policy management
Pension plan management
Status on cheque, stop payment on cheque
Ordering cheque books
Balance checking in the account
Recent transactions

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Due date of payment (functionality for stop, change and deleting of payments)
PIN provision, Change of PIN and reminder over the Internet
Blocking of (lost, stolen) cards
Locating nearest bank Branch ATMs.
Cash-in, cash-out transactions on an ATM
Domestic and international fund transfers
Micro-payment handling
Mobile & Direct to Home package recharging
Purchasing tickets for travel and entertainment
Commercial payment processing
Bill payment processing
Peer to Peer payments (e.g., Pop money, Isis)
Withdrawal at banking agent
Deposit at banking agent

Business Rules
All Current/ Savings Bank Account holders in P segment are eligible.
Transaction limit per customer per day is Rs.50, 000/- with a calendar month limit of Rs.2,
50,000/ All customers can avail the Service irrespective of their telecom service provider.
The Service is free of charge. SMS/GPRS cost will be borne by the customer.

2. Mobile Banking Service over SMS:

The service is available on all phones (java/non java) with/without GPRS connection. No need to
download the application. Ordinary SMS charges are applicable.
The following functionalities are available:

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Enquiry Services (Balance Enquiry/Mini Statement)

Mobile Top up

DTH Top up/ recharge

IMPS- Mobile to Mobile Transfer

Change MPIN

Business Rules
All Current/ Savings Bank Account holders in P segment are eligible.
Transaction limit per customer per day is Rs.1, 000/- with a calendar month limit of Rs.5,
000/- . However, customers desiring to transact up to Rs.5000/- per day or Rs25, 000/- per month
may do so after obtaining an One Time Password (OTP)
All customers can avail the Service irrespective of telecom service provider.
The Service is free of charge. SMS cost will be borne by the customer.
As a matter of abundant precaution, Customers are requested to delete all the messages sent to
the number 9223440000, once the response for their request has been received.
3. Mobile Banking Service over USSD (Unstructured Supplementary Service Data)
The service is available on all phones (java/non java) with/without GPRS connection. No need to
download the application.
The following functionalities are available:

Enquiry Services (Balance Enquiry/Mini Statement)

Mobile Top up

Funds Transfer (within Bank)

13 | P a g e

Business Rules
All Current/ Savings Bank Account holders in P segment are eligible.
Transaction limit per customer per day is Rs.1,000/- with a calendar month limit of Rs.5,000/ The Service is available for subscribers of select telecom operators only.
The Service is free of charge. USSD session charges will be borne by the customer.
The service is session based and requires a response from the user within a reasonable time.

Review of literature
Indeed, across the developing world, there are probably more people with mobile handsets than
with bank accounts (Porteous, 2006). By complementing services offered by the banking
system, such as checkbooks, ATMs, voicemail/landline interfaces, smart cards, point-of-sale
networks, and internet resources, the mobile platform offers a convenient additional method for
managing money without handling cash (Karjaluoto, 2002). For users in the developing world,
on the other hand, the appeal of these m-banking/m-payments systems may be less about
14 | P a g e

convenience and more about accessibility and affordability (Cracknell, 2004; infoDEV, 2006).
Regulatory factors, which can vary dramatically from country to country, play a strong role in
determining which services can be delivered via which institutional arrangements (MortimerSchutts, 2007) shift in consumer attention to the mobile channel means that the justification and
rationale for investments in mobile banking capabilities will come from success in mobile
marketing efforts (Patrick Kilhaney, Aite Group Sales, April 2011)

Research Gap
Studies conducted in the area of mobile banking is restricted to opportunities through marketing
in terms of market share and business results and the convenience and benefits mobile banking
provides due to the extensive use of technology. This research attempts to study the extent to
which each of these mobile banking services offered by SBI, Manipal has been availed by the
customers.

15 | P a g e

Chapter 2
RESEARCH METHODOLOGY

Need for the study

Mobile banking in India is a huge market especially in a country like India, where rural markets
stands untapped. Banks have introduced wide range of products and services through mobile
banking. This study attempts to understand and analyze the reasons for low penetration and
market acceptability of these products and services. The need for the study is to provide
recommendations to policy makers and suggest methods as to how these products and services
can be effectively used by the customers.
16 | P a g e

RESEARCH METHODOLOGY
The methodology used by the researcher to complete this project is as followsFor the present research, the paper is based on Exploratory Research. The major emphasis of
Exploratory Research is on the discovery of ideas. Through Exploration, the researcher develops
concepts more clearly, establish priorities, develop operational definitions, and improve the final
research design. This research is both quantitative and qualitative. This research is based on the
data collected through Questionnaire with Mobile banking User and Non-user.
Data has been collected from various sources; there is a combination of both primary and
secondary data that has been used in this research.
PRIMARY DATA:The data for the research is extracted from a survey conducted in Manipal Karnataka, India. A
total of 30 respondents participated in the research of Mobile banking. The demographic profile
of respondents in each research is shown in Table and chart. The data collected through this
method was adequate enough to make projections in the research.
SECONDARY DATA:Articles have been sourced from magazines and journals dealing with current issues immobile
banking adoption. Internet & Text books related to Mobile Banking &Research Methodology
have been a major secondary source for the extraction of the experts opinion.
Sampling Technique
There are 315 customers in State Bank of India who have registered for mobile banking services.
The sample picked is of 30 respondents out of the 315 who have registered using convenience
sampling. The details of sample respondents have been furnished below:
Respondents
Students
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Number
10

Academicians
Businessmen

8
12

Table 1.1:-sampling data

TYPE

SOURCE

Library
Research

Secondary
data

METHODS

18 | P a g e

Analysis of
historical
records
Analysis of
documents

PURPOSE

To study the extent of work carried on in

the related area

Literature review of research paper

in reputed journals conference
proceedings,reports,magazines,
newspapers articles etc.

Field
Observation

Primary data

Questionnaire

Opinionnaire

Personal
interview

Focused
interview

Group
interview

Telephonic
survey

Based on sampling techniques, the

data needs to be collected and
analyzed from customers of state
bank of India.

Table 1.2:- Research methodology

RESEARCH DESIGN
The data have been grouped into two main categories - primary and secondary data. The
secondary data have been compiled from newspaper, journals, magazines, and web links and
Also research papers. The primary data have been collected through an exploratory research
Questionnaire with user and non-user of mobile banking basically Businessmen, servicemen,
Professionals, students etc.
OBJECTIVES OF RESEARCH
The purpose of research is to discover answers to questions through the application of scientific
procedures. The main aim of research is to find out the truth which is hidden and which has not
been discovered as yet. Each research study has its own specific purpose.
19 | P a g e

The following are the research objectives which this study is dealt with:
1. To study the scope for marketing of mobile banking services with reference to SBI, Manipal
branch.
2. To suggest opportunities related to the use of these mobile banking services by the potential
customers of the SBI, Manipal branch

SCOPE OF RESEARCH
The study was conducted in STATE BANK OF INDIA, MANIPAL BRANCH. The study was
conducted in the month of FEB- MARCH 2013.Furthur research can be conducted in same area
where the issues related to mobile banking uses and the services offered by bank in mobile
banking are really used by the customers or not can be studied.

20 | P a g e

Chapter 3
DATA ANALYSIS AND INTREPETATION

DATA ANALYSIS AND INTREPETATION

Q1.Having registered for mobile banking services with the bank, are you availing these services
on a regular basis?

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Mobile banking users

Yes (87%)
No (13%)

Fig 3.1:-Mobile banking users

As the survey done out of 30 people there were about 26 people who used mobile banking as per
records taken from state bank of india ,manipal branch.this pie chart shows the blue area
concerned to people who use mobile banking and red area shows people who dont use mobile
banking service.

People no. of year experience in mobile banking.

Q2.How much year experience people have in mobile banking?

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mobile banking experience in years

0-2yrs

2-5yrs

5-10yrs

Fig 3.2 :-Mobile banking experience in years

The pie chart shows the blue area where most people says that they are using mobile banking
service from two years, some people are there who are using mobile banking since 2-5 yrs and
there are about no customers who are using mobile banking from more than 5 yrs.

What are the reasons for the customers for using mobile banking services?

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reasons for using mobile banking

less time consuming

easy to use/convenience
inexpensive
accessibility

Fig 3.3 :- Reasons for using mobile banking

People mostly use mobile banking service because it is more time consuming as shown in pie
chart then comes that it is easy to use and thirdly it comes inexpensive and some people also use
it because it is accessible.

Is mobile banking secure?

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Is mobile banking secure

yes
no

Fig 3.4:- Is mobile banking secure

As per the survey done there were 28 people out of 30 who said that mobile banking is secure
and 2 people stated that they dont feel mobile banking as a safer tool for banking services.

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Which banking technology service do people prefer more?

banking technology services

35
30
25
20
15
10

banking technology
services

5
0

Fig 3.5 :- Banking technology services

As per the ratio there were about all 30 respondent who said that they use ATM banking and
about 20 people who says that they use or prefer using mobile banking and about 24 people who
also use internet banking service provided by the banking industry.

Which type of customers who use mobile banking services?

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type of customers in mobile banking

businessman
students
assistant professor
service people

Fig 3.6 :-Types of customers in mobile banking

As per the survey is concerned there are more businessman who avail mobile banking services
and after that comes student who use mobile banking as a better tool for banking than comes
professors and then service people, the ratio was like 14:6:4:6.

Age group people who use mobile banking?

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Age group using mobile banking

16
14
12
age group

10
8
6
4
2
0
0-20

20-40

40-60

60 above

Fig 3.7 :- Age group using mobile banking

The cone diagram shows the more no of customers who are in the age limit of 20-40 who use
mobile banking services as compared to other age groups.

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Range of services offered in mobile banking and how many customers mainly use those
services:-

range of services offered in mobile banking and used by customers

25

20

15

10
range of services offered in mobile banking and used by customers
5

Fig 3.8:- Range of services offered in mobile banking and used by customers
Graph showing range of services mostly used by customers in mobile banking.

CONCLUSION
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As per the survey done and the report is made it is found that there are many services in mobile
banking which is not used by the customers and they also dont know about those services and
how it can be helpful for the customers ,the various services provided by mobile banking are:-

1. Mini-statements and checking of account history

2. Alerts on account activity or passing of set thresholds
3. Monitoring of term deposits
4. Access to loan statements
5. Access to card statements
6. Mutual funds / equity statements
7. Insurance policy management
8. Pension plan management
9. Status on cheque, stop payment on cheque
10.Ordering cheque books
11.Balance checking in the account
12.Recent transactions
13.Due date of payment (functionality for stop, change and deleting of payments)
14.PIN provision, Change of PIN and reminder over the Internet
15.Blocking of (lost, stolen) cards
16.Locating nearest bank branch, ATMs.

As per the survey done it is found that mostly people use mobile banking for Mini-statements
and checking of account history,Recent transactions,Locating nearest bank branch but there are
other services also which people are not aware of and they dont use those services with the help
30 | P a g e

of mobile banking people can access to loan statement, transfer funds, ordering cheque books,
they can pay insurance premium etc.
So it is necessary for the banks to take some steps towards this and make people aware about the
facilities available in mobile banking because we all know that paper banking is too much
expensive and people dont have time to visit banks everyday so the various steps taken by the
banks are very much beneficial for the customers but people should know about this services.

After the report it is found that people prefer atm banking and internet banking more in
comparisons with mobile banking because they think that mobile banking is not secure in
compression with atm banking and internet banking, they feel that internet banking and atm
banking is easier in operation when compared to mobile banking, as per the survey it is found
that people say that everyone touches there phone so they can get there id and password easily so
it is not secure.
It is found that mobile banking service is available over a wide range of communication
channels. The following communication channels are often used in combination to provide a
complete end to end service:

SMS

WAP

USSD

IVR

Phone based application: J2ME/BREW

A user will use a particular set of communication channels depending on the capabilities of the
mobile phone, the implementation of the standards will vary depending on the set used.
Application based
Most banks provide a Java application that can be downloaded on a Java-enabled phone which
will guide the user through the money transfer process. An SMS sent through a Java application
on the mobile device is as secure as an Internet Banking transaction, since it can be encrypted
between the user and the bank.
SMS and IVR
An SMSIVR combination is used for transactions for mobile phones without Java capabilities.
An SMS is sent to a phone number provided by the bank, and an IVR call back is used for
31 | P a g e

authentication and the transaction is carried forward as a voice-based transaction, at the end of
which the user will be prompted to enter the MPIN. The SMS channel is used to send
notification messages, while the IVR channel which is as secure as a GSM channel.
USSD
A transaction can also be initiated over USSD. A USSD session will provide the user with simple
prompts over a menu allowing the user to input the payee's mobile number, MMID, and the
user's own MMID and PIN for authentication.
Security
Every communication channel has its own set of security mechanisms. In addition, the RBI
issued
guidelines
on
security
of
mobile
payments,[11] requires
a two-factor
authentication mechanism to be employed. A two-factor authentication in this context consists
of:

What you know: User PIN, MMID

What you have: Mobile number, Mobile Phone, SIM Card

No transaction can take place without the use of the secret PIN. The guidelines also specify a cap
on the amount of money that can be sent during transactions.
After the survey we also came to the conclusion that basically people of a age of 20-40 use
mobile banking more in compression with other age group ,basically people like businessman
and professors are the persons who use mobile banking more in compression of students and
other people.
People says that they use mobile banking because it is easier in operation and less time
consuming and in expensive.

32 | P a g e

REFERENCES

Daniel, E. 1999. Provision of electronic banking in the UK and the Republic of Ireland.
International Journal of Bank Marketing. Vol. 17 (2), pp. 72-82.

Black, N. J. & Lockett, A. & Ennew, C. & Winklhofer, H. & McKechnie, S. 2002.
Modelling consumer choice of distribution channels: an illustration from financial
services. International Journal of Bank Marketing. Vol. 20 (4), pp. 161-173.

Thornton, Jennifer and White, Lesley (2001), "Customer Orientations and Usage of
Financial Distribution Channels," Journal of Services Marketing. Vol. 15 (3), 168-185.

Mohr, J. 2001. Marketing of high-technology products and innovations. Upper Saddle

River: Prentice Hall.

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Black, N. J. & Lockett, A. & Winklhofer, H. & Ennew, C. 2001. The adoption of Internet
financial services: a qualitative study. International Journal of Retail and Distribution
Management. Vol. 29 (8), pp. 390-398.

Howcroft, B. & Hamilton, R. & Hewer, P. 2002. Consumer attitude and the usage and
adoption of home-banking in the United Kingdom. International Journal of Bank
Marketing. Vol. 20 (3), pp. 111-121.

Polatoglu, V. N. & Ekin, S. 2001. An empirical investigation of the Turkish consumers'

acceptance of Internet banking services. International Journal of Bank Marketing. Vol.19
(4), pp. 156-165.

Tan, M. & Teo, T. S. H. 2000. Factors influencing the adoption of Internet banking.
Journal of the Association for Information Systems. Vol. 1 (5), pp. 1-42.

Rogers, E. M. 1995. Diffusion of innovations. 4th edition. New York: Free Press.

Moore, G. C. & Benbasat, I. 1991. Development of an instrument to measure the

perceptions of adopting an information technology innovation. Information Systems
Research. Vol. 2 (3), pp. 192-222.

Bauer, R.A. 1960. Consumer behavior as risk taking. Proceedings of the Educators
Conference, American Marketing Association, pp. 389-398.

Harrison, T. 2000. Financial services marketing. Wiltshire: Prentice Hall.

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Jayawardhena, C. & Foley, P. 2000. Changes in the banking sector - the case of Internet
banking in the UK. Internet Research: Electronic Networking Applications and Policy.
Vol. 10 (1), 19-30.

K. Taga and J. Karlsson, Arthur D. Little Global M-Payment Report. Austria, Vienna,
2004.

ANNEXURE

STATE BANK OF INDIA, MANIPAL BRANCH

Name of the applicants: Age:Income:Place:Occupation

Address:

Questionnaire on mobile banking

Q1.Do you have any experience in operating Mobile Internet?
Yes

No

Q2.If yes, since how long? Mention in number of Years ________

Q3.Through which bank do you use mobile banking services?
Mention the name of the Bank
a)
35 | P a g e

b)

c)

Q4.State your reasons for using mobile banking services

1. Less time consuming
2. Easy use/ convenience
3. Inexpensive
4. Accessibility
5. Any other, please specify ..
Q5.Do you think that Mobile Banking is secure?
Yes

No

Q6.If no, what are the security threats you face? Please list below
A)

B)

c)

Q7.Which technology oriented banking service do you prefer?

a) Internet banking
b) Mobile banking
c) ATM banking

Q8.In mobile banking, what are the wide range of services offered to you by your banker?
Multiple bank accounts
Services offered
Bank 1
Name of the Bank
Mini-statements and checking of account
history

Alerts on account activity or passing of set

36 | P a g e

Bank 2

Bank 3

thresholds

Monitoring of term deposits

Access to loan statements

Access to card statements

Mutual funds / equity statements

Insurance/Pension plan policy management

Status on cheque, stop payment on cheque

Ordering cheque books

Balance checking in the account

Recent transactions

Due date of payment (functionality for

stop, change and deleting of payments)

PIN provision, Change of PIN and

reminder over the Internet

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Blocking of (lost, stolen) cards

Locating nearest bank branch,ATMs

Cash-in, cash-out transactions on an ATM

Domestic and international fund transfers

Micro-payment handling
Mobile & Direct to Home package
recharging

Purchasing tickets for travel and

entertainment

Commercial payment processing

Peer to Peer payments (e.g., Pop money,

Isis)

Withdrawal at banking agent

Deposit at banking agent

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