A STUDY ON THE PERFORMANCE OF ICICI BANK

LIMITED AND CUSTOMER SATISFACTION TOWARDS

E-BANKING SERVICES IN CHENNAI METRO

Thesis submitted to the BHARATHIDASAN UNIVERSITY, TIRUCHIRAPPALLI

for the award of the degree of

DOCTOR OF PHILOSOPHY IN COMMERCE

Submitted by

M. MOHAMED SIDDIK

Reg. No: 8306/Ph.D./COMMERCE/PT/JULY 2007

ASST. PROFESSOR IN COMMERCE

S.C.P. JAIN COLLEGE

MINJUR, CHENNAI - 601203

Under the Guidance and Supervision of

Dr. M. SELVACHANDRA M.COM., M.B.A., M.PHIL., PH.D.,

(RESEARCH GUIDE)

ASSOCIATE PROFESSOR IN COMMERCE

A.D.M COLLEGE FOR WOMEN (AUTONOMOUS)

NAGAPPATINAM - 611001

BHARATHIDASAN UNIVERSITY

TIRUCHIRAPPALLI - 620024

TAMIL NADU, INDIA

JUNE - 2012

M. MOHAMED SIDDIK M.COM., M.B.A., M.PHIL.,

ASST. PROFESSOR IN COMMERCE

S.C.P. JAIN COLLEGE

 MINJUR - 601203

Cell : +919942693002

E-Mail : mohsi25@gmail.com

DECLARATION

I do hereby declare that the thesis, entitled “A STUDY ON THE PERFORMANCE OF

ICICI BANK LIMITED AND CUSTOMER SATISFACTION TOWARDS

E-BANKING SERVICES IN CHENNAI METRO”, is carried out by me originally under

the guidance and supervision of Dr. M. SELVACHANDRA M.COM., M.B.A., M.PHIL., PH.D.,

ASSOCIATE PROFESSOR IN COMMERCE A.D.M COLLEGE FOR WOMEN

(AUTONOMOUS) NAGAPPATINAM. I declare that this work or any part thereof has not

been submitted elsewhere for the award of any other deg

Forms of E-Banking • Mobile Banking • Tele Banking • ATM • Internet Banking Mobile Banking
Technology has a major impact in helping banks service their customers with the introduction of Internet
banking. It helps to 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 bills sitting in the comfort of their homes and offices. However the biggest
limitation of internet banking is the requirement of a PC with an internet connection. Mobile banking
address this fundamental limitation of internet banking, as it reduces the customer requirement to just a
mobile phone. The main advantage of mobile Banking over internet banking is that it enables ‘Anywhere
Banking’. 8 Customers now do not need access to a computer terminal to access their banks, they could
do so on the go – when they are waiting for their bus to the work place, when they are traveling or when
they are waiting for their orders to come through in a restaurant. Tele Banking In the current fast and
active pace of our society, most people have less or no time to go through the hassles of going to the
bank just to perform some simple transactions / inquiries. As such, telebanking through the telephone is
the perfect solution for people on the go. Telebanking system is an Interactive Voice Response (IVR)
application, which uses a telephone to access information from a database. It is an easy to use, cost
effective and innovative solution designed to meet user needs for electronic banking application. It
provides communication between information in IVRS system and off-site telephone caller I customer.
This solution bridges the gap between digital data and human modality of listening and speaking.
Telebanking eases the hassle of going to the Bank or any Automatic Teller Machines to perform day-to-
day banking transactions. Internet Banking The Internet banking indicates the technological
development in the banking industry. Financial institutions started "home banking" business via a touch-
tone telephone in the 1970s. Cable television was introduced in the 1970s. Cable television was
considered as a possible medium for home banking in the 1980s. This approach solved the graphic
limitations of the telephone. 9 However, it had drawback the absence of two-way communication. Later,
the PC provided both visual display and two - way communication. It has been considered an ideal
device for modern banking medium. Internet Deployment To carryout transactions that are internal to a
bank, between the bank and its branches and subsidiaries, intranet deployment in banking is required.
Extranet permits a bank to have full control over the users of intranet and information to be transmitted.
The integration of the internal and external communications of banking related information through
banking internet and intranet for the development of the financial sector requires extensive working on
the part of the bankers.