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ON
SubmittedBy:EnrolmentNo:
DabgarDharmesh137960592017
VegdaJayprakash137960592034
INTRODUCTIONOFBANK
HISTORY OF BOB BANK:
PriortoindependencefromtheBritishRule,theancientIndiawas
ruledbyprincelystates,scatteredoverthewidthandbreadthofthelarge
Indiannation.
TheMaharajaofBaroda,aprincelystateofBritishIndia,bynameSir
SayyajiraoGaekwadIII,hadthesamevisioninestablishingabankfor
servicingthepublicatlargeandthecitizensofBarodaState,aGuajarati
populationinparticular.
On20thJuly1908,BankofBarodawasestablishedundertherulesof
CompaniesAct1897,inasmallbuildingatBaroda,bytheMaharajawitha
paidupcapitalofRs.10lakhs.
The guidelines set by the Maharaja for the bank was to serve the people of
the State of Baroda as well as the neighboring regions with money lending,
saving, transmission and encouraging the development of arts, science,
commerceandtradeforthepeople.
Thesuccess story of the Bank of Baroda is studded with manyaleapsand
stridesitmadeintheInternationalpresence,apartfromestablishingbranches
all over the Indian nation, by acquisition of already popular banking
entities,asalsocommencingnewcommercialbankingestablishments,in
theuniqueGuajaratistyle.Duringtheyearsof1908to2007(andthecentury
yearbeingroundthecorner)BankofBarodasgrowthowestotheexcellence
inrenderingfinancialproductsandservicestothenationalandinternational
population.CountriesbeginningfromAmericatoZambia,inthe
alphabetical order have been enjoying the services of Bank of Baroda as of
today.
amongstthefirsttoreceivean'inprinciple'approvalfromtheReserveBank
ofIndia(RBI)tosetupabankintheprivatesector,aspartoftheRBI's
liberalizationoftheIndianBankingIndustryin1994.
ThebankwasincorporatedinAugust1994inthenameof'HDFCBank
Limited',withitsregisteredofficeinMumbai,India.HDFCBankcommenced
operationsasaScheduledCommercialBankinJanuary1995.
HDFCbanksbusinessphilosophyisbasedonourfourcorevalues-
CustomerFocus,OperationalExcellence,ProductLeadershipandPeople.
Theybelievethattheultimateidentityandsuccessoftheirbankwillresidein
theexceptionalqualityofpeopleandtheirextraordinaryefforts.
TheobjectiveoftheHDFCBankistoprovideitstargetmarketcustomersa
fullrangeoffinancialproductsandbankingservices,givingthecustomera
one-stepwindowforallhis/herrequirements.
INTRODUCTIONOFTHESTUDY
InformationTechnologyhasbecomeanecessarytoolintodays
organizations.Bankstodayoperateinahighlyglobalized,liberalized,
privatizedandacompetitiveenvironment.Inordertosurviveinthis
environmentbankshavetouseIT.
Thebankingindustrycankilltwobirdswithonestonethatiswithhelpof
technology.Tremendousprogresstookplaceinthefieldoftechnologywhich
hasreducedtheworldtoaglobalvillageandithasbroughtremarkable
changesinthebankingindustry.Branchbankinginthebrickandmortar
modehasbeentransformedintoclickandorderchannelmode.
E-bankingisthetermthatsignifiesandencompassestheentiresphereof
technologyinitiativesthathavetakenplaceinthebankingindustry.
E-bankingisagenerictermmakinguseofelectronicchannelsthrough
telephone,mobilephones,internetetc.fordeliveryofbankingservicesand
products.Theconceptandscopeofe-bankingisstillinthetransitionalstage.
E-bankinghasbrokenthebarriersofbranchbanking.
BACKGROUNDOFTHESTUDY
WhatIsE-Banking?
E-bankingisdefinedastheautomateddeliveryofnewandtraditionalbanking
productsandservicesdirectlytocustomersthroughelectronic,interactive
communicationchannels.
E-bankingincludesthesystemsthatenablefinancialinstitutioncustomers,
individualsorbusinesses,toaccessaccounts,transactbusiness,orobtain
informationonfinancialproductsandservicesthroughapublicorprivate
network,includingtheInternet.
Customersaccesse-bankingservicesusinganintelligentelectronicdevice,
suchasapersonalcomputer(PC),personaldigitalassistant(PDA),
automatedtellermachine(ATM),kiosk,orTouchTonetelephone.
Traditionalbanksoffermanyservicestotheircustomers,includingaccepting
customermoneydeposits,providingvariousbankingservicestocustomers,
andmakingloanstoindividualsandcompanies.
E-BankinginIndia:
InIndiae-bankingisoffairlyrecentorigin.Thetraditionalmodelforbanking
hasbeenthroughbranchbanking.Onlyintheearly1990stherehasbeen
startofnon-branchbankingservices.
ThecreditoflaunchinginternetbankinginIndiagoestoICICIBankfollowed
withinternetbankingservicesin1999.
SeveralinitiativeshavebeentakenbytheGovernmentofIndiaaswellasthe
ReserveBanktofacilitatethedevelopmentofe-bankinginIndia.
TheGovernmentofIndiaenactedtheITAct,2000witheffectfromOctober
17,2000whichprovidedlegalrecognitiontoelectronictransactionsandother
meansofelectroniccommerce.
NeedForE-Banking:
Onehastoapproachthebranchinperson,towithdrawcashordeposita
chequeorrequestastatementofaccounts.
IntrueInternetbanking,anyinquiryortransactionisprocessedonlinewithout
anyreferencetothebranch(anywherebanking)atanytime.Providing
Internetbankingsincreasinglybecominga"needtohave"thana"niceto
have"service.
Thenetbanking,thus,nowismoreofanormratherthananexceptionin
manydevelopedcountriesduetothefactthatitisthecheapestwayof
providingbankingservices.
DiagramOfE-BankingSystem:
OBJECTIVESOFTHESTUDY
ToknowcustomerattitudetowardsE-BankingservicesinAhmedabad.
Tofindoutthelevelofexpectationofthecustomersandthelevelof
perceptionofthecustomersfromtheservicesofferedbythebanks.
Toinvestigatewhetherthebanksprovidestheservicesaspertheexpectation
ofthecustomers.
HYPOTHESIS
EASE OF USE:
Ho:EaseofusedoesnotinfluencetheuseofEBankingservices.
H1:EaseofusedoesinfluencetheuseofEBankingservices.
DIRECT ACCESS:
Ho:DirectAccessdoesnotinfluencetheuseofEBankingservices.
H1:DirectAccessdoesinfluencetheuseofEBankingservices.
RESEARCHMETHODOLOGY
ResearchDesign:
I.OurresearchisDescriptiveinnatureasthebankingindustryiswelldevelopedinIndiaandlotofresearchhasalreadybeendoneinthisarea.
II.Intheresearch,thereisacomparisonbetweentheHDFCBankandthe
BankofBaroda,whichprovidebettere-bankingservicestotheircustomer.
SourcesofData:
1.
PrimaryData:
Itiscollectedthroughstructuredquestionnairebyconductingsurvey.
2.
SecondaryData:
Internet,journals,books,magazines.
DataCollectionMethod:
Thedifferentservicesprovidebythebanksandcustomersexpectation
andperceivedhavebeenfindoutonthebasisofdatacollectedfromthe
customers.
Population:
Size:4004583(PopulationofAhmedabad)
Samplesize150
DATAANALYSIS&INTERPRETATION
Age:
40
40
34
32
35
27
30
25
17
20
15
10
5
0
Below20
21-30
31-40
41-50
Above50
DoyouthinkthatE-bankingservicesarenecessaryin
presentscenario?
140
120
100
135
80
60
40
15
20
0
YES
NO
WhileOpeningUptheAccount,WereYouAwareOfE-bankingServices
ProvidedByYourBank?
100%
90%
80%
70%
60%
Yes;109
50%
No;41
40%
30%
20%
10%
0%
Yes
No
Fromwhichbankyouareavailingtheseservices.
60
50
40
30
54
47
36
20
10
13
0
BOB
HDFC
BOTH
Other
WhatdoyoupreferwhilechoosingE-Bankingservices.
Others;17;11%
GoodService;63;42%
PeopleReferences;40;27%
CostCharges;30;20%
GoodService
CostCharges
PeopleReferences
Others
WhichOfTheFollowingE-BankingServicesIsYouAwareOf?
120
102
97
100
80
67
60
49
40
21
20
12
0
InternetBanking
mobileBanking
PhoneBanking
OneLineBanking
DebitCard
Others
ToWhatExtentIsYouSatisfiedwithYourBanksE-bankingServices?
19%
37%
10%
13%
21%
Highlysatisfied(1)
satisfied(2)
Neutral(3)
Dissatisfied(4)
Highlydissatisfied(5)
50
40
30
54
20
36
10
0
BOB
HDFC
BOB
30
25
20
15
29
10
11
8
0
Highlysatisfied(1)
satisfied(2)
Neutral(3)
Dissatisfied(4)
Highlydissatisfied(5)
HDFC
16
14
12
10
16
8
11
6
4
0
Highlysatisfied(1)
satisfied(2)
Neutral(3)
Dissatisfied(4)4
Highlydissatisfied(5)
WhichOfTheFollowingBenefitsAccrueToYou,WhileUsingE-Banking
Services?
70
64
60
50
39
40
29
30
18
20
10
0
TimeSaving
Inexpensive
EasyProcessing
EasyFundTransfer
BOB
EasyFundTransfer;9%
EasyProcessing;18%
TimeSaving;45%
Inexpensive;29%
HDFC
EasyFundTransfer;8%
EasyProcessing;14%
TimeSaving;56%
Inexpensive;22%
WhichTypeOfProblemAreYoufacingWhileUsingE-BankingServices?
24
25
17
20
15
7
10
5
5
YouHaveanOptiontoSwitchOveryourBankforUsingtheE-Banking
Service.So,DoYouSwitchYourBank?
20
20
18
14
16
14
12
10
8
6
4
2
0
BOB
HDFC
Doyouthinkthatbanksprovideallthetypesoffacilitiesasperyourneeds?
93
100
90
80
70
60
57
50
40
30
20
10
0
Yes
No
FINDINGS
Fromourstudywefindoutthat114maleand36femaleareusingE-
bankingservicesofboththebanks.Themalearehavingmore
knowledgeaboutthetransactionsandhavingmoreknowledgeaboutthe
servicesprovidedbythebanks.Onlytheworkingladieshaving
knowledgeabouttheservicesorthefemalehavingtheknowledgebutnot
ofthealltheserviceswhichareprovidedbythebanks.Sothatswhywe
consideredonlythosepersonswhoarehavingknowledgeaboutallservices
ofE-bankingwhichisprovidedbythebanks.
Mostoftherespondentswholiesundertheageof21-30areusingE-
bankingservicesasnearabout40respondentsareusingtheseservices
becauseundertheageoftheserespondentstheyarehavingmore
knowledgeabouttheservicesofe-banking.
MostofrespondentsarebusinessmanareusingE-bankingservices
asnearabout48respondentsareusingE-bankingservices.Because
thebenefitswhicharehavingwhileusingtheseservicesaremore
benefitedbythebusinessmanpeoplesotheyareavailingthese
servicesmorethantheotherrespondents.
Theoverallpercentageofbusinessmenhavingcompleteknowledgea
boute-bankingservicesprovidedbythebankwhileopeninganaccount
initis73%andthepercentageofpeoplehavenoawarenessofebankingservicesprovidedbythebankis27%.Itcanreasonably,be
concludedthatnearly73%ofthepopulationishavingawarenessaboutebankingservices.
LIMITATIONSOFTHESTUDY
Respondentsmaygivebiasedanswersfortherequireddata.
Someoftherespondentsdidnotliketorespond.
ThestudyisfortheBOB&HDFCBankconfinedtoa
particularlocationandaverysmallsampleofrespondents.
Hencethefindingscannotbetreatedasrepresentativeofthe
entirebankingindustry.
Respondentstriedtoescapesomestatementsbysimply
answeringsatisfiedornotsatisfiedtomostofthe
statements.Thiswasoneofthemostimportantlimitations
faced,asitwasdifficulttoanalyzeandcomeataright
conclusion.
CONCLUSION
Thisstudyattemptedtoidentifykeyqualityattributesofinternetbanking
servicesbyanalyzinginternetbankingcustomers&theircommentson
bankingexperience.
Thefindingsofthisstudyshowthatdespiteofmanyadvantagesofonline
banking.Peoplestillconsideritasanalternativeforanalyzingtheirbank
records.Althougheverybanktodayprovidesthefacilityofonlinebanking
butmostofpeopleuseitonlyonceamonth.
Banksareprovidingfreeinternetbankingservicesalsosothatthe
customerscanbeattracted.Byaskingthebankemployswecameto
knowthatmaximumnumbersofinternetbankaccountholdersareyouth
andbusinessman.
E-Bankingisaninnovativetoolthatisfastbecominganecessity.Itisa
successfulstrategicweuponforbankstoremainprofitableinavolatile
andcompetitivemarketplaceoftoday.
RECOMMENDATION
Wecanseethetimeischangingandwethepassageoftime
peopleareacceptingtechnologythereisstillalotofperceptualblocking
whichhampersthegrowthitsthenormaltendencyofahumannotto
havechangesworkontheoldtrack,thatsalsooneofthereasonfor
theslowacceptanceofinternetbankingaccounts.
Internetbankingfacilitymustbemadeavailableinallbranchesof
thesetwoBanks.
Provideaplatformfromwherethecustomerscanaccessdifferent
accountsatsingletimewithoutextracharge.