A

PROJECT REPORT

On

Analysis of Customer

Satisfaction on Internet

Banking Quality Service

Various Bank"

PROJECT SUBMITTED TO

SHIVAJI UNIVERSITY KOLHAPUR

FOR THE FULFILLMENT OF THE AWARD OF

MASTER OF COMMERCE

SUBMITTED BY

MR. MAHAMADKIEF FIROJ BAGWAN

(PRN NO- -2023064852)

UNDER THE GUIDENCE OF

DR. M. A. SHINDE

(M.com, M.Phil, PHD, NET, MBA, GDC & ARJC)

THROUGH THE PRINCIPAL

SHRI SHAHAJI CHHATRAPATI MAHAVIDYALAY,

DASARA CHOWK KOLHAPUR

2024-2025
 CERTIFICATE

This is to certify that Mr. Mahamadkief

Firoj Bagwan 2nd year student has prepared a project report
entitled "Analysis of Customer Satisfaction on Internet Banking
Service Quality various Bank" to Shivaji University as a partial
fulfillment of the award of MASTER OF COMMERCE (M. COM) of the
academic year 2024-25 .

PLACE: KOLHAPUR.
DATE:
Dr. R.K. Shanediwan

Principal
 CERTIFICATE

This is certify that Mahamadkief Firoj Bagwan

has worked under my guidance and satisfactorily completed the
project work in partial fulfillment of the requirement of the award of
MASTER OF COMMERCE (M. COM). The work is based original
observation and efforts its benign submitted under the title of
"Analysis of Customer Satisfaction on Internet Banking Quality
Service various Bank" These Conclusions and recommendation
arebased on the information collected by his during his project work
.To the best of my knowledge and belief the presented in this an
original work and has not been submitted earlier to any other
interment or University.

PLACE: KOLHAPUR
DATE:
Mr. S. H. Kamble
HOD
 DECLARATION

I do here by the state and declare that the

project report on "Analysis of Customer Satisfaction on Internet
Banking Quality Service various Bank"
with specialreference to
Net Banking service
Submitted me shivaji university a partial
fulfillment of MASTER OF COMMERCE (M. COM) course in my
original work.Also vary by declare that this project report has not
been submitted at any time to any other university or institute for
the award of any degree or diploma.

Place: Kolhapur
Date:

Student Signature
Mr. Mahamadkief Firoj Bagwan
 GUIDE CERTIFICATE

This is certified that Mr. Mahamadkaif Firoj Bagwan

a student of M.com part 2 has prepared a project report titled
"Analysis of Customer Satisfaction on Internet Banking Quality
Service various Bank" " with banks special reference.To the best of
my knowledge and belief this work has not been previously
submitted by the award of any degree or diploma of Shivaji
University or any university.

PLACE: KOLHAPUR
DATE: 27/01/2025

Dr. M.A.SHINDE
(M.com, M.Phil, PHD, NET, MBA, GDC & ARJC)

(Project Guide)
 ACKNOWLEDGEMENT

I think the bank head Mr. Deepak Kumar in presence

work Bank of Maharashtra manager for granting me the permission
to conduct this study as a partial fulfillment of the master of comers
program.

I take opportunity to express my deep gratitude of our

principal. Dr. R.K. Shanediwan sir, of Shahaji Chhatrapati
Mahavidalay, Kolhapur. For their sustained encouragement and
guidance

I express my sincere thanks to my project guide proof Dr.

M.A.SHINDE Sir, for his guidance and valuable assistance in
completinal this report.

Lastly convey my reverential salutation to the mighty for

enabling me to take up and complete this task.

PLACE: KOLHAPUR
DATE
Mr. Mahamadkaif Firoj Bagwan
ANALYSIS OF CUSTOMER SATISFACTION
ON INTERNET BANKING QUALITY
SERVICEIN VERIOUS BANK
 TABLE OF CONTENT

1. INTRODUCTION
1.1 Introduction of Digital Banking Sector.............................................................. 01
1.1.1 Role of Digital Banking Sector.................................................................... 02

1.2 What is Internet Banking................................................................................... 03

1.2.1 Procedure of Internet Banking.................................................................... 05
1.2.2 Various Online Services............................................................................. 06
1.2.4 Advantage & Disadvantage of Internet Banking........................................ 08
1.2.5 Various Online Services............................................................................. 09
1.2.6 Challenges faced by the Online Banking................................................... 11
1.2.7 Growth of Internet Banking & Common Products................................... 12
1.2.8 Mediums of Internet Banking.................................................................... 13
1.2.9 Factors Responsible for Growth of Internet Banking............................... 14

2. REVIEW OF LITERATURE
...................................................................................................................... 20

3. RESEARCH METHODOLOGY
3.1 Introduction...................................................................................................... 31
3.2 Types of Research............................................................................................ 31
3.3 Sampling Design............................................................................................... 31
3.3.1 Sampling Method

3.4 Data Collection Tools / Instruments................................................................ 31

3.4.1 Primary Data
3.4.2 Secondary Data
3.4.3 Tools & techniques

3.5 Data Processing & Analysis........................................................................... 33

 Shri. Shahaji Chh. Mahavidyalaya

4. DATA ANALYSIS AND INTERPRETATIONS .................................................. 33

5. SUGGESTION .................................................................................................. 47

6. CONCLUSION ................................................................................................ 48
 BIBLIOGRAPHY .......................................................................................... 49

 QUESTIONNAIRE ........................................................................................ 50

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CHAPTER 1
INTRODUCTION

1.1 INTRODUCTION

Digital banking is also called internet banking or online banking. When a bank
provides its services online and customers can make transactions, submit requests,
and handle other banking activities online, it is called digital banking. The first bank
in India to offer internet banking was ICICI Bank in 1996. Since then, a number of
other banks have followed suit, and today most banks provide online banking
facilities.

Digital banking is part of the broader context for the move to online banking, where
banking services are delivered over the internet. The shift from traditional to digital
banking has been gradual and remains ongoing, consisting of differing degrees of
banking service digitization. Digital banking involves high levels of process
automation and web-based services and may include APIs enabling cross-
institutional service composition to deliver banking products and provide
transactions. It provides the ability for users to access financial data through
desktop, mobile, and ATM services.

A digital bank represents a virtual process that includes online banking and beyond.
As an end-to-end platform, digital banking must encompass both the front end that
consumers see and the back end that bankers see through their servers and admin
control panels, along with the middleware that connects these nodes. Ultimately, a
digital bank should facilitate all functional levels of banking on all service delivery
platforms. In other words, it should have all the same functions as a head office,
branch office, online service, bank cards, ATM, and point-of-sale machines.

The reason digital banking is more than just a mobile or online platform is that it
includes middleware solutions. Middleware is software that bridges operating
systems or databases with other applications. Financial industry departments such
as risk management, product development, and marketing must also be included in
the middle and back end to be truly considered a complete digital bank. Financial
institutions must be at the forefront of the latest technology to ensure security and
compliance with government regulations.

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Digital banking is the digitization (or moving online) of all traditional banking
activities and programs that historically were only available to customers when
physically inside a bank branch. This includes activities like:

 Money Deposits, Withdrawals, and Transfers

 Checking/Saving Account Management

 Applying for Financial Products

 Loan Management

 Bill Pay

 Account Services

1.1.1 ROLE OF DIGITIZATION IN BANKING IN INDIA

Banks in India as a whole were very reluctant to adopt the changes brought about
by technological advancements. A number of factors contributed to the
mechanization and digitization of the banking industry in India. The introduction of
standard cheque encoders was the first step in digital transformation in banking.
Magnetic Ink Character Recognition (MICR) helps in the sorting and processing of
cheques, with each bank branch having an MICR code. The next step was more of a
necessity than an innovation. Banking is a repetitive and labor-intensive job, where
the worker is prone to making mistakes. To minimize errors and speed up the
process, banks began using computer technology with standalone personal
computers and then set up their own local area networks (LAN).

As networks grew and banks began to connect together, Core Banking came into
being. Centralized Online Real-time Exchange (CORE) banking allows customers to
perform financial transactions and access their accounts from any of the
participating bank's branches. These services made it easier for customers to
operate their accounts and slowly led to the coining of the phrase: ‘Anytime,
Anywhere Banking.’ Then, Automated Teller Machines (ATMs) arrived on the scene,
and electronic fund transfers became possible.

Online banking and Telebanking made their appearance in the 2000s, and different
modes of online fund transfers were instituted, such as Real-Time Gross Settlement
(RTGS), Immediate Payment System (IMPS), National Electronics Fund Transfer
(NEFT),

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National Electronic Clearing Service (NECS). Recent years have seen the growth of
mobile banking services and other innovative services online. The role of
digitization in banking in India that began in the 1980s has certainly come a long
way.

1.2 WHAT IS INTERNET BANKING?

An Internet bank, also known as a virtual bank, an online bank, or a web bank, is a
bank that lacks any physical branch locations and exists only on the internet. By
eliminating the overhead costs associated with bank branches, internet banks
consistently offer interest rates, including money market yields, that are higher than
the national average. Online banking (Internet banking or E-banking) allows
customers of a financial institution to conduct financial transactions on a secured
website operated by the institution, which can be a retail bank, virtual bank, credit
union, or building society.Online banking is an umbrella term for the process by
which a customer may perform banking transactions electronically without visiting
a brick-and-mortar institution. The following terms all refer to one form or another
of online banking:

 Personal computer (PC) banking

 Internet banking
 Virtual banking
 Online banking
 Home banking
 Remote electronic banking
 Phone banking
PC banking and Internet or online banking are the most frequently used
designations. However, the terms used to describe the various types of online
banking are often used interchangeably. Online banking is an activity that is not new
to banks or their customers. Banks have been providing their services to customers
electronically for years through software programs.Online Banking or E-banking is
defined as the automated delivery of new and traditional banking products and
services directly to customers through electronic, interactive communication
channels. Online Banking or E-banking includes the systems that enable financial
institution customers, whether individuals or businesses, to access accounts,
transact business, or obtain information on financial products and services through
a public or private network, including the Internet. Customers access e-banking
services using an intelligent electronic device.

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Service. As today private and foreign bank had started capturing the market through
Online Banking or e-banking hence “the competition is heating up and the lack of
technology can make a bank lose a customer” so now the public banks are breaking
the shackles of traditional set-up and gearing up to face the competition posed by
the private sector counterparts.

DEFINITIONS OF INTERNET BANKING

Daniel defines e-banking as the delivery of Banks' information and services by

banks to customers via different delivery platforms that can be used with different
terminal devices such as a personal computer and a mobile phone with browser or
desktop software, telephone, or digital television. It can also be defined as the
delivery of banking services through the open-access computer network (the
Internet) directly to customers' home or private addresses and services.

According to Oxford Dictionaries, it is “A method of banking in which the customer

conducts transactions electronically via the Internet.”

1.2.1 PROCEDURE OF INTERNET BANKING

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1. First, you need to register your bank account with net banking facility.

2. After that, you will get a Customer ID (User ID) and password.

3. Log on to the bank portal using user ID and password. Some banks provide
more authentication processes during login itself, such as image, OTP.

4. Do the required transactions using a computer.

5. Log out the session.

1.2.2 VARIOUS ONLINE SERVICES

Online banking account is easy to open and operate. The online services offered
might differ from bank to bank and from country to country. To know about the
various services, always go through the welcome kit that you get at the time of
opening the account. You also get the password to access your online account, which
you are supposed to keep with great care for security reasons.

https://www.google.com/search?q=feature+of+internet+banking

The common features fall broadly into several categories:

A bank customer can perform non-transactional tasks through online banking,

including:

 Viewing account balances

 Viewing recent transactions

 Downloading bank statements

 Viewing images of paid cheques

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 New Cheque Book ordering

 Download periodic account statements

 Depositing Taxes

 Downloading applications for M-banking, E-banking etc.

 Funds transfers between the customer's linked accounts

 Paying third parties, including bill payments

 Investment purchase or sale i.e. investment services

 Loan applications and transactions, such as repayments of enrollment

 Shopping

 Ticket Booking

 Prepaid Mobile Recharge

 LIC & other insurance premium payments

 Donations to NGO’s

 Self-account funds transfer across Bangladesh

 Internet/Online banking is easy, reliable, and a convenient way to fulfill our

banking needs. This robust banking facility connects us with our bank at our
convenience, we don’t have to plan our day according to bank hours, no more
waiting in queue and even you can check your balance whenever and
wherever you want. Most of the time online banking and internet banking are
often used interchangeably.

 It refers to the provisions of electronic banking services via the internet

through a personal computer (PC) or other access devices with internet
capabilities.

 Internet banking gives customers the ability to access virtually any type of
banking service in any place and at any time.

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Internet Banking Features & Services

 New Cheque Book ordering

 Download periodic account statements

 Depositing Taxes

 Downloading applications for M-banking, E-banking etc.

 Funds transfers between the customer's linked accounts

 Paying third parties, including bill payments

 Investment purchase or sale i.e. investment services

 Loan applications and transactions, such as repayments of enrolment

 Shopping

 Ticket Booking

 Prepaid Mobile Recharge

 LIC & other insurance premium payments

 Donations to NGO’s

 Self-account funds transfer across Bangladesh

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1.2.3 FEATURES OF INTERNET BANKING

 The features available from an online bank account are similar to those
available via phone banking or visiting a local branch. Online banking features
do differ between banks but usually include:

 Transfer of funds between accounts

 Efficiency in CRM (Customer Relationship Management)

 Making payments of bills

 Introduction of new & innovative products & services

 Viewing balance and statements

 Providing door-to-door services

 Creating, viewing, and maintaining Standing Orders

 Evolutionary trend in a flexible scenario

 Customer can view Direct Debits

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1.2.4 ADVANTAGES & LIMITATIONS OF INTERNET BANKING

Advantages of Internet Banking:
 Opening & closing of Accounts
 Making payments for merchandise transactions through Debit & Credit cards
 Relief to customers from carrying heavy cash
 Enables prompt & speedy operations for clients
 Saves time and is convenient for customers to access
Disadvantages of Internet Banking:
 Customers may have to face risky transactions & fraud
 Failure of power supply may cause breakdowns in the system
 Loss of income at times of settlement of higher magnitude
 Cost involved in training staff may not be profitable, especially in times of attrition

1.2.5 INTERNET BANKING & ITS VARIOUS TYPES

Currently, there are three basic kinds of Internet Banking:
1. Information:
o The most basic level of Internet banking. The bank has marketing
information about its products and services on a standalone server.
o This level of Internet banking service can be provided by the bank itself or
outsourced.
o Security controls must be in place to prevent unauthorized data alteration.
2. Communication:
o Allows interaction between the bank's systems and the customer.
o May include electronic mail, account inquiries, loan applications, or status
updates.
o Higher risk than information-based systems, requiring strict security
controls.
3. Transaction:
o Customers are allowed to execute transactions like fund transfers, bill
payments, and accessing accounts.
o Highest level of risk and must have the strongest security measures.

1.2.6 MAJOR CHALLENGES FACED BY THE ONLINE BANKING INDUSTRY

Traditional Banking Habits:
Many customers still prefer traditional banking due to a lack of trust in online systems or
difficulty in operating online portals. Banks need to educate customers on the benefits of
online banking over traditional methods.
Security and Fraud Risks:
One of the biggest challenges for banks promoting online banking. While traditional banks
face robbery threats, online banking is vulnerable to hacking and fraud.

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Communication:
This type of Internet banking allows interaction between the bank’s systems and the
customer. It may be limited to electronic mail, account inquiry, loan applications, or
static file updates. The risk is higher with this configuration than with the earlier
system and therefore appropriate controls need to be in place to prevent, monitor, and
alert management of any unauthorized attempt to access the bank’s internal network
and computer systems.

Transaction:
Under this system of Internet banking, customers are allowed to execute transactions.
Relative to the information and communication types of Internet banking, this system
possesses the highest level of risk architecture and must have the strongest controls.
Customer transactions can include accessing accounts, paying bills, transferring funds,
etc. These possibilities demand very stringent security.

1.2.6 MAJOR CHALLENGES FACED BY THE ONLINE BANKING INDUSTRY

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Traditional banking habits:

Most people participate in online banking; on the other hand, there are still some
people who don’t use online banking. A majority of such people are well-versed in
traditional banking. Such resistance to change is typically due to a lack of trust in the
online system or incompetence in operating online portals. This is why banks are
influencing people to adopt online banking. Banks can simply prove the benefits of
online banking and disadvantages of traditional banking to their customers.

Security and fraud instances:

This is one of the most significant challenges for banks promoting online banking. In
traditional banking, robbers break into the banks to steal money, whereas in online
banking, hackers can break into customers' details and illegally transfer money. The
extension of e-commerce provides a chance for fraudsters to misuse payment networks
and steal sensitive information.

Cross-border transactions:
The implementation of cross-border transactions plays a vital role in global trade and is
one of the remarkable success factors of online banking. Historically, cross-border
payments have been slow, incompetent, and expensive because most banks still use
traditional infrastructure, including national banking infrastructure, which results in
non-uniform development and software platforms that confuse cross-border
transactions

1.2.7 The Growth of Internet Banking & Common Products

Internet Banking is a product of e-commerce in the field of banking and financial
services. In what can be described as the B2C domain for the banking industry, Internet
Banking offers different online services like balance inquiries, requests for cheque
books, recording stop-payment instructions, balance transfer instructions, account
opening, and other forms of traditional banking services.

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e-shops, e-mails, etc. Further, different banks have different levels of such services
offered, starting from level-1 where only information is disseminated through the
Internet through level-3 where online transactions are put through. Considering the
volume of business e-commerce, particularly in the B2B domain, has been generating, it
is natural that banking would position itself in an intermediary role in settling the
transactions and offering other trade-related services. This is true in both B2C and B2B
domains.

Besides, the traditional role of financial intermediaries and settlement agents, banks
have also exploited new opportunities offered by the Internet in the fields of integrated
service providers, payment gateway services, etc. However, the process is still evolving
and banks are repositioning themselves based on newly emerging e-commerce
business models.

In the B2B scenario, a new form of e-commerce marketplace is emerging where various
players in the production and distribution chain are positioning themselves and are
achieving a kind of integration in business information flow and processing, leading to
efficiencies in the entire supply chain and across industries.

Banks are positioning themselves in such a market to be a part of the financial

statements arising out of transactions in this market and providing wholesale financial
services. This needs the integration of business information flow not only across the
players in the supply chain but also with the banks.

With the integration of business information flow and a higher degree of transparency,
the banks and other financial services institutions have lost some of the information
advantages they used to enjoy and factor in for pricing their products. However, such
institutions have the advantage of long-standing relationships, goodwill, and brand,
which are important sources of assurance in a virtual market.

Banks are, in fact, converting this goodwill into a business component in the e-
commerce scenario in providing settlement and other financial services. Some banks
have also moved to providing digital certificates for transactions through e-markets.
Banks' strategies in the B2B market are responses to different business models
emerging in e-commerce.

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1.2.8 MEDIUMS OF E-BANKING: (VARIOUS PRODUCTS AND SERVICES)

Electronic banking, also known as electronic fund transfer (EFT), uses computer and
electronic technology as a substitute for checks and other paper transactions. EFTs are
initiated through devices like cards or codes that let you, or those you authorize, access
your account.

Many financial institutions use ATM or debit cards and Personal Identification Numbers
(PINs) for this purpose. Some use other forms of debit cards and personal Identification
Numbers (PINs) for this purpose. Some use other forms of debit cards such as those
that require, at the most, your signature or a scan. The federal Electronic Fund Transfer
Act (EFT Act) covers some electronic consumer transactions.

Following are the electronic mediums by which services are generally provided by the
banks as a part of e-banking services:

1. Internet Banking

2. ATM (Automatic Teller Machine)

3. Phone Banking

4. Mobile Banking

5. Payments Cards (Debits/ Credit Card)

All the above mediums provide services, which can be, also known as "any time
anywhere banking". This facilitates the customer of the bank to operate their account
from any corner of the world, without visiting a local or any subsidiary branch of their
banks. Efforts are made by the bank not only to provide the facility to the customer, but
also to reduce the operational cost of the bank by providing e-banking services.

1.2.9 FACTORS RESPONSIBLE FOR GROWTH OF INTERNET BANKING

Numerous factors including competitive cost, customer service, and demographic

considerations are motivating banks to evaluate their technology and assess their
Internet banking strategies. The challenge for national banks is to make sure the
savings from Internet banking technology more than offset the costs and risks
associated with conducting business in cyberspace. Marketing strategies will vary as
national banks seek to expand their markets and employ lower-cost delivery channels.
Examiners will need to understand the strategies.

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used and technologies employed on a bank-by-bank basis to assess the risk. Evaluating
a bank’s data on the use of their Web sites, may help examiners determine the bank’s
strategic objectives, how well the bank is meeting its Internet banking product plan,
and whether the business is expected to be profitable.

Competition:

Studies show that competitive pressure is the chief driving force behind increasing use
of Internet banking technology, ranking ahead of cost reduction and revenue
enhancement, in second and third place respectively. Banks see Internet banking as a
way to keep existing customers and attract new ones to the bank.

Cost Efficiencies:

Banks can deliver banking services on the Internet at transaction costs far lower than
traditional brick and mortar branches. The actual costs to execute a transaction will
vary depending on the delivery channel used. No doubt the ATM is considerably
cheaper than a teller, but even so, the Internet is nearly 3 times cheaper than the ATM
usage.

Geographical Reach:

Internet banking allows expanded customer contact through increased geographical

reach and lower-cost delivery channels. In fact, some banks are doing business
exclusively via the Internet. They do not have traditional banking offices and only reach
their customers online. Other financial institutions are using the Internet as an
alternative delivery channel to reach existing customers and attract new customers.

Customer Demographics:

Internet banking allows national banks to offer a wide array of options to their banking
customers. Some customers will rely on traditional branches to conduct their banking
business. For many, this is the most comfortable way for them to transact their banking
business. Those customers place a premium on person contact, while other customers
are early adopters of new technologies that arrive in the market. These customers were
the first to obtain PCs and the first to employ them in conducting their banking
business. The demographics of banking customers will continue to change.

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Round the Clock Access:

Internet banking services are available on 24 x 7 bases to the customers without
charging any extra cost from the customers. And one can access the bank from
anywhere in the world at one's own convenience without owning your own PC.

1.3 BACKGROUND OF THE STUDY

Globalization and deregulations have increased competition in the marketplace, as

nowadays it has become much easier for companies to cross borders and compete
internationally. This has made companies become more involved in increasing their
productivity and still at the same time reduce costs and investing in information
Technology is one of these ways.

The recent developments in has led to major adaptations to how customers are now
transacting and accessing products and services by getting into the self-service systems
which are easier to use and offer convenience and efficiency. There has been an
upsurge and increased use of banking services online known as online banking (OB).
Banks are providing online facility to their clients. This was initially looked at as an
added advantage but it is now become a basic necessity that banks have to endear their
clients. These services rendered vary from bank to bank due to competition and search
for new features to attract clients, but most general of them includes viewing balances,
paying bills, view statements of transactions, transfer money between accounts and
even change profile details of the account holder The benefits of Electronic banking are
diverse and for the customers in particular the benefits are more information, more
options hence more choices, faster service, better value for money, privacy concerns,
profitability and reduction of operational costs. Banks offer the interface and websites
in a user friendly manner which enables customers to transact with ease. OB has
become an invaluable tool driving development, promoting innovation and enhancing
competitive. The evolution of OB has been driven by changes in distributionchannels as
evidenced by ATM points, phone-banking, tele-banking, and internet-banking. Online
banking services (OBS) has created opportunity for banks by enhancing product
delivery, low entry barriers, ability to re-engineer different business processes and
much more opportunity to sell cross-border and market over the internet. The uptake
of online banking by banks in Kenya, has been largely to create and facilitate an
interbank platform that allows transfer on information and data between banks for
instance the Real Time Gross Settlement system (RTGS) and Electronic Funds Transfer
(EFT).

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used as a way to reduce customers visiting the branches for their transactions. This has
them using online system instead hence decongesting banking halls and enhancing
customer satisfaction.

The quality of this system is one aspect that is an invaluable tool for this venture to be a
success. This quality known as service quality (SQ) is based on the dimensions of the
system and those are measurable to find out whether the desired effect on the
customer is being achieved.

Customers prefer OBS for reasons such as convenience, feeling more in control of the
process, saving time and it is easier for them to compare and evaluate competing
services the cost of switching online service providers is low. As such it is very
important for organizations to retain their customers on their service space. In order
for the service providers in this case banks to retain their online customers, they should
understand how their customers perceive and evaluate the SQ of the OBS. The
organizations that have emerged successful in offering online services and retaining
their customers have embraced the fact that beyond website design and low price, SQ is
one of the dimensions that play a vital role in customer satisfaction. Taking into account
the immense input in terms of investments that banks have put into technological
development, customer satisfaction and retention have fast become vital in successful
OBS. Delivering high quality services is a requirement for customer satisfaction and this
in turn creates loyal customers. Research has been extensively done in the traditional
setting where customers visited branch outlets and there is an interaction between the
staff and the customers but it is the study of this aspect in OBS where the interaction
between the staff and the customers is impersonal. Customers have changing
perceptions about the products and services they procure and banks should constantly
try and find these out and improve their OBS and gain competitive advantage.

1.4 STATEMENT OF THE PROBLEM

Banks have been challenged by technological improvement which has led to the
development of products and service that increased the fight for market share. There
has been a move from paper-based to electronic payments and ATM use as opposed to
visiting of branches by the customers. While all this is a good and advantageous aspect,
it also has some critical issues for both parties i.e. the banks and the customers in terms
of quality, security and efficiency.

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Among others. In the current era of intense competition, many banks are focused on
maintaining a satisfied customer based on the argument that organizations that are
customer-centric gain more returns than those that are not service-oriented; the
increase of customer satisfaction and loyalty through improved service quality. This has
seen a great deal of investments in technology by the banks. Increased technological
use has seen banking performance increases daily and online banking has become a
very important part of present-day banking. Some studies on online banking include,
adoption and effectiveness of electronic banking where they dealt with the uptake of
electronic banking in the country and how the uptakes worked after the acquisition;
another study was, effects of e-banking on growth of customer base who looked into
the issues that affected the utilization of e-banking facilities by customers and how this
impacted on the increase of the customer base in the banks; factors affecting adoption
of mobile banking technology. There is need for further study to understand the
attributes on online banking that lead to customer satisfaction as customer satisfaction
is cornerstone in determining the successful implementation of new, technology-based,
online banking services and its usability. This will help to give feedback to practitioners
and have empirical evidence on the phenomenon for better understanding. This could
also drive future research in this area. The focus of this study is to evaluate how
customers perceive the quality of online banking services and how this relates with
their satisfaction levels.

1.5 OBJECTIVES OF THE STUDY

 To study frequency of using internet banking by customers in Andheri to

Bandra Area.
 To know the purpose of using internet banking by customers in Andheri
to Bandra Area.
 To find out satisfaction level of customers from services of internet
banking.

1.6 SIGNIFICANCE OF THE STUDY

Top service researchers state that customer satisfaction is the key to development and
strategy for organizations that want to grow and be contenders in the economic arena.
Poll statistics use a lot of satisfaction surveys based on the thinking that a satisfied
customer.

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will always return in the future. Customer is a cornerstone in the banking industry and
for any bank to be able to be efficient and competitive in an economy such as the
Andheri to Bandra area market that has institutions offering financial services
constantly growing. This study can be used by management to improve on customer
policy toward satisfaction as it looks at aspects that aid in the reduction of customer
complaints, ensure the ease of access to services rendered so that the customer
expectations are always met or exceeded. This will lead to better relations with the
customers and boost company performance as well. As this is a project on one
organization the study can be used by researchers to find out the effect online facilities
may have on the customer satisfaction in other organizations.

1.7 SCOPE OF THE STUDY

The present study analyzes the purpose of using internet banking services and
frequency of using internet banking services. It also includes to find out satisfaction
level of customers towards internet banking services and to find out the problems
encountered by the customers in the area Andheri to Bandra of Western Suburban
Mumbai.

1.8 LIMITATIONS OF THE STUDY

1. Only 90 respondents have been considered for this study.

2. A few respondents might have furnished the required information from their
momentary memory and invented temper and hence the collected data might be
subject to bias.

3. The size of the sample compared to the population is small and hence it might
not signify the ideas of the entire population.

4. The geographical area of this study is confirmed to Mumbai suburbs only.

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CHAPTER: 2

REVIEW OF LITERATURE

2.1 INTRODUCTION

Generally, a researcher conducts and surveys the related literature in order to review
the present status of a particular research topic. From the survey of literature, a
researcher is able to know the quantum of work already done on his research topic so
far not touched, or yet to be undertaken. The overview of literature at the national or an
international level is to be researched with the health of research reports, articles,
books, and other materials. The major benefits of literature review are: firstly, it helps
the researcher in avoiding duplication of efforts on the same research topic. Secondly, it
helps the researcher in adopting methodologies used successfully by other researchers,
writers, and policymakers. Thirdly, it suggests new approaches in planning and
organizing the investigation of research topics. Fourthly, it helps to narrow down the
research problem more clearly.

This study contributes to literature by focusing on the measurement of Customer

Satisfaction of Internet Banking. The aim of literature reviews is to justify the rationale
of an ongoing research study, provide an overview of historical perspectives, and bring
to light research trends and problems.

Srivastava, (2007), reveals that the perception of the consumers can be changed by
awareness programs, friendly usage, less charges, proper security, and the best
responses to the service offered. The study also provides the kind of correlation
between different factors. As per our basic assumptions, we consider only those
consumers who know how to use the Internet and have access to it. Our study
considered only the situation wherein banks provide Internet banking to their
colleagues or friends who surround them using Internet banking, then it may influence
their decision to follow Internet banking options.

Dr. Rejikumar G, Sudharani Ravindran D(2012) in the Journal of Internet Banking &
Commerce studied the factors affecting the prolongation decisions of early adopters.

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of mobile banking services. The study proved that after choosing the new technology,
the customer finds satisfaction in the quality framework of the services.

Rahmath Safeena (2011) found that banks need to highlight the benefits of IB, make
IB easy to use, and enhance IB security to improve consumers' trust. They also need to
make the consumers aware of the system by providing them with details of the benefits
associated with it and ensuring the security of the system. Banks can highlight benefits
such as IB conveniences in their promotional and advertising activities. The IB interface
could be made simple. Banks also need to engage in security enhancement activities
such as encryption, firewall, and user protection and authenticity. Trust is one of the
more influential factors, implying that controlling the risk of online banking is more
important than providing benefits. This finding is particularly important for managers
as they decide how to allocate resources to retain and expand their current customer
base. However, building a risk-free online transaction environment is much more
difficult than providing benefits to customers.

Barnes and Corbitt (2003); Scornavacca and Barnes (2004) suggest that recent
innovations in telecommunications have enabled the launch of new access methods for
banking services, one of these is mobile banking where a customer interacts with a
bank via a mobile device such as a mobile phone or personal digital assistant.

Basweti Ogachi Kevin, Masece Chuma Benard & Dr. Martin Onsiro Ronald (2013)
in their research titled on “Impact and Challenges of Information Communication
Technology Adoption in the Tanzanian Banking Sector” The banking sector across the
globe is embracing ICT technologies and using them as part of business strategy for
expansion, revenue increase, extension of customer network, and creating competitive
advantage among banking institutions. This paper is an effort to investigate the impacts
and challenges of ICT adoption in the Tanzanian banks.

Vyas (2009); Rao et al. (2003) suggest banks will need to expand their thinking about
mobile banking beyond online banking and should start to view mobility as its own
powerful and compelling delivery channel that can help them deliver to end users new
value such as immediate access and additional control of personal finances.

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V. Raja, Joe A. (2012), “Global e-banking scenario and challenges in banking system”
This paper is an attempt to explore the various levels of internet banking services
provided by banks using secondary data. It also compares the traditional banking
systems with net banking. It lists out the various advantages of internet banking and
the successful security measures adopted by different banks for secured banking
transactions. It also analyzes how E-banking can be useful for the banking industry
during this global financial meltdown.

Amruth Raj Nippatlapalli (2013)

In his research paper “A Study on Customer Satisfaction of Commercial Banks: Case
Study on State Bank of India”, this paper presents customer satisfaction, a term
frequently used in marketing, as a measure of how products and services supplied by a
company meet or surpass customer expectations. Customer satisfaction is defined as
“the number of customers, or percentage of total customers, whose reported
experience with a firm, its products, or its services (ratings) exceeds specified

Banking in India originated in the last decades of the 18th century. The first banks were
The General Bank of India, NOW which started in 1786, and the Bank of Hindustan,
which started in 1790; both are now defunct. The oldest bank in existence in India is
the State Bank of India, which originated in the Bank of Calcutta in June 1806, which
almost immediately became the Bank of Bengal. This was one of the three presidency
banks, the other two being the Bank of Bombay and the Bank of Madras, all of which
were established under charters from the British East India Company. For many years
the Presidency banks acted as quasi-central banks, as did their successors. The three
banks merged in 1921 to form the Imperial Bank of India.

Prabha, Divya et al, (2006),

In their study, they analyzed the service quality perception of corporate customers in
Coimbatore regarding the services provided by their banks. For this study, they
considered both product and service based on sectors and SERVQUAL scale-based
questionnaires for the survey. By this study, it has been revealed that even though
customers are more satisfied with the competence and customer-oriented dimensions
of service quality, still banks need to focus on the aspects of communication,
modernization, and quickness of service.

Rod Michel et al (2009),

Their outcome presented a model to explain how three dimensions of internet banking
service quality influence the perception of overall internet banking service quality and
how these overall perceptions of internet service quality influence customers.

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satisfaction. All hypotheses were confirmed albeit with 13 marginally. Our results
suggest that online information system quality is a significantly stronger predictor of
overall internet banking service quality than both online customer service quality and
banking service product quality individually and when combined. The significant
relationship between online customer service quality and overall internet banking
service quality indicated that the quality of customer service is important for banks in
the context of internet banking

Pete Babick (1992) In his research titled -Customer Satisfaction-How good is good
enoughi tried to find out the importance of customer satisfaction in terms of market
share and profitability. The research concluded that customer satisfaction has a direct
and linear relationship with profits. More the satisfaction, higher will be the profits for
the service companies.

Clark (2008) suggested that as a channel the mobile phone can augment the number
of channels available to consumers, thereby giving consumers more low-cost self-
service options by which to access funds, banking information and make payments.
Mobile as a channel delivers convenience, immediacy and choice to consumers. But
there are a large number of different mobile phone devices and it is a big challenge for
banks to offer Mobile banking solution on any type of device. Some of these devices
support Java2Micro Edition (J2ME) and others support Wireless Application Protocol
(WAP) browser or only SMS.

Pooja Malhotra & Balwinder SINGH (2009) In their research paper "The Impact of

Internet Banking on Bank Performance and Risk: The Indian Experience". The paper
describes the current state of Intemet banking in India and discusses its implications
for the Indian banking industry. Particularly, it seeks to examine the impact of Internet
banking on banks' performance and risk. Using information drawn from the survey of
85 scheduled commercial bank's websites, during the period of June 2007, the results
show that nearly 57 percent of the Indian commercial banks are providing
transactional Internet banking services. The univariate analysis indicates that Internet
banks are larger banks and have efficiency ratios and profitability as compared to non-
Internet banks. Internet banks rely more heavily on core deposits for funding than non-
Internet banks do. However, the multiple regression results reveal that the profitability
and offering of Internet banking does not have any significant association, on the other
hand, Internet banking has a significant and with risk profile of the banks.

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Rakesh H M & Ramya TJ (2014) In their research paper titled "A Study on Factors
Influencing Consumer Adoption of Internet Banking in India" tried to examine the
factors that influence internet banking adoption. Using PLS, a model is successfully
proved and it is found that internet banking is influenced by its perceived reliability,
Perceived ease of use and Perceived usefulness. In the marketing process of internet
banking services marketing expert should emphasize these benefits its adoption
provides and awareness can also be inproved to attract consumers attention to internet
banking services.

Dr. Renu Arora and Dr. Surabhi Singh (2011) In their research paper "Service
quality of online banking services in public, private and foreign banks in India" This
paper present recent developments in information technology have led to major
changes in service providing organizations such as banks. Every bank realizes that they
must use information technology to survive in this era. Through information
technology, banks can better maintain the relationship with customers as customers
tend to interact more with provided services through information technology. The
emergence of new technologies is enabling new competitors to enter the financial
services market quickly and efficiently. Therefore, it becomes imperative for service
providers to meet or exceed the target customers' satisfaction with quality of services
expected by them. This paper presents customers' perception of quality of online
banking services in terms of its constituent factors in public sector, private sector and
foreign banks.

Rajesh Kumar Srivastava (2007) In his research paper "Customer's perception on

usage of internet banking" This paper present to Internet banking is still at infancy
stage in the world. Many studies focused on usage of internet banking but many factors
on non-usage were overlooked. This research was carried out to validate the
conceptual model of internet banking. The causes were identified and researched
through correcting the causative factors so that internet banking can bused by more
people. This will help the banking operations to be more cost effective.

Shaza W. Ezzi (April 2014) In their research paper titled "A Theoretical Model for
Internet Banking: Beyond Perceived Usefulness and Ease of Use" tried to inquired
different types of electronic banking like ATM's, telephone banking, and electronic
funds transfer, Internet

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banking like has evolved from consumers needs to have superior access to banking
services clear of most banks teller-staffed, normal operating hours. Additionally,
Internet banking has grown swiftly from the recent and the span increases in
ecommerce. Internet banking (IB) continues to govern the landscape of electronic
banking as consumers continue to use IB to complete schedule banking transactions in
addition to conducting on-line sales and purchasing.

Lio Z. & Cheung M.T., (2008), the study conclude that Internet banking to become
significantly more important in the increasingly technology and information-based
global economy. Financial institutions must therefore deliver ever better-service
quality in their online operations and products. Given that a large number of service-
quality attributes can potentially affect consumer attitudes toward Internet banking,
the theory of bounded rationality suggests that the high decision cost entailed in the
pursuit of service-quality enhancement in each and every direction would be reduced if
the opportunity set is rationally made smaller. If bank user perceptions and preferences
are found to change with regard to certain core attributes, empirical results obtained in
the exercise can be exploited by marketing managers to attract more customers to
online banking

Gupta (2013); Dasgupta et al (2011) also affirms future of mobile banking in India in
their studies. Suoranta (2003) found that the average mobile banking user is married,
25 to 34 years old, has intermediate education and average income in clerical work. She
found that age and education have a major influence on the use of the mobile phone in
banking services. The adoption theories assume that use of Internet banking precedes
the adoption of the mobile phone in banking.

Muhammed s. Alnsour & khalil al-hyari (2011) In their research paper "Internet
banking and Jordanian corporate customers: issues of security and trust". This paper
research on the reception behavior of technology is sizeable, yet it is relatively assorted
and fragmented in the context of developing economies like Jordan. The paper tries to
offer insights about two critical factors in acceptance behavior of Jordanian customers,
namely, security and trust. This editorial puts together an integrated conceptual model
for acceptance behavior of Jordanian Corporate customers that includes these two
significant issues.

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Dixit N. & Datta S.K., (2010) in their study, they found that country like India, there is
need for providing better and customized services to the customers. Banks must be
concerned the attitudes of adult customers with regard to acceptance of online banking.
It is shows that adult customers are more reluctant to join new technologies or
methods that might contain little risk. It's also important to note that some adult
customers are interested in online banking, however, they do not possess the necessary
computer literacy to conduct it. In addition banks should design the website to concern
security and privacy issues. The recommendations to the banks are that they have to
increase the level of trust between banks website and customers. Because customer
perception on security and privacy aspect have been seen in the literature. The
importance of security and privacy for the acceptance of internet banking has been
noted in many banks study and found that people have weak understanding of internet
banking, although they are aware about risk.

Khan M.S. & Mahapatra S.S., (2009), explored the service quality of internet banking

operative in India from customer's perspective. It is observed that customers are

satisfied with the reliability of the services provided by the banks but are not very
much satisfied with the dimension "User friendliness". A seven-dimension model using
regression analysis is developed for measuring the overall service quality of i-banking.
The result indicates that the two dimensions, viz. Privacy/Security and 'Fullfillment are
not contributing significantly towards the overall service quality. This is an implication
that the customers feel that bankers fail in providing the services on these two
dimensions satisfactorily. It is also observed that the opinion of male and female of
business class differs from the other classes.

Sohail et al (2007), the results of the factor analysis in the present study produced
three

dimensions. While this result reveals that "efficiency and security" is the most
influencing factor in users' evaluation of service quality, the factor group produces a
combination of diverse measures which may be due to the highly correlated nature of
service quality dimensions. Efficiency in internet banking mainly involves download
speed, which in turn involves users in completing a transaction quickly. Measurement
of service quality generally for service delivery through web sites and particularly for
online banking services is in its early stages; hence it is difficult to make comparisons.

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Rakesh H M & Ramya TJ (2014) In their research paper titled "A Study on Factors

Influencing Consumer Adoption of Internet Banking in India" tried to examine the

factors that influence internet banking adoption. Using PLS, a model is successfully
proved and it is found that internet banking is influenced by its perceived reliability,
Perceived ease of use and Perceived usefulness. In the marketing process of internet
banking services marketing expert should emphasize these benefits its adoption
provides and awareness can also be inproved to attract consumers attention to internet
banking services.

Jayshree Chavan (2013) In his research paper "Internet Banking- Benefits and
challenges in an Emerging Economy". This study presents New Information technology
has taken imperative place in the future expansion of financial services, especially
banking sector conversion are affected more than any other financial provider groups.
Increased use of mobile services and use of internet as a new division channel for
banking transactions and international trading requires more concentration towards e-
banking security against deceptive activities. The development and the increasing
progress that is being experienced in the Information and Communication Technology
have brought about a lot of changes in almost all facets of life. In the Banking Industry,
it has been in the form of online banking. which is now replacing the traditional
banking practice. Online banking has a lot of benefits which add value to customers'
satisfaction in terms of better quality of service offerings and at the same time enable
the banks gain more competitive gain over other competitors. This paper discusses
some challenges in an emerging economy.

Pete Babick (1992) In his research titled "Customer Satisfaction-How good is good
enough" tried to find out the importance of customer satisfaction in terms of market
share and profitability. The research concluded that customer satisfaction has a direct
and linear relationship with profits. More the satisfaction, higher will be the profits for
the service companies.

Shilpi Khandelwal (2013) In his research titled on "E Banking: Factors of Adoption in
India" This paper present the last decade has witnessed a drastic change in the
economic and banking environment all over the world. With the economic and financial
sector reforms introduced in the country since early 1990s, the operating environment
for banks in India has also undergone a rapid change. Increasingly, more and more
people are switching to electronic platforms for executing financial transactions.
Internet banking has brought about a

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360 degree change in the entire banking industry. The wider usage of cell phone and
internet certainly seems to be playing a role in blurring physical boundaries, and
unlocking a whole new world of opportunities for banks in tapping newer customer
segments and in recording greater volume of transactions. For the banks, technology
has emerged as a strategic resource for achieve in higher efficiency, control of
operations, productivity and profitability.

Alain Y. C., Keng B. O., Binshan L., Boon 1. T., (2010) "Online banking adoption an
empirical analysis" showed that perceived usefulness, trust and government support all
positively associated with the intention to use online banking in Vietnam. Contrary to
the technology acceptance model, perceived ease of use was found to be not significant
in this study.

Khan M. S., Mahapatra S. S., (2009), "Service quality evaluation in internet banking:
an empirical study in India"Demographic analysis of data reveals that gender is hardly a
bias for use and evaluation of service quality of i-banking in most of the cases across
various categories of customers. A valid mathematical model is proposed to assess the
overall service quality using regression analysis. The results show that customers are
satisfied with quality of service on four dimensions such as reliability, accessibility,
privacy/security, responsiveness and fulfilment, but least satisfied with the user-
friendliness' dimension. The empirical findings not only prioritise different parameters
but also provide guidelines to bankers to focus on the parameters on which they need
to improve. The analysis showed that three variables (relative benefits, propensity to
trust and structural assurances) had a significant effect on initial trust in mobile
banking. Also, the perception of initial trust and relative benefits was vital in promoting
personal intention to make use of related services. However, contrary to our
expectation, the reputation as a firm characteristics variable failed to attract people to
mobile banking.

Bahram Meihami, Zeinab Varmaghani & Hussein Meihami (2013) In their research
paper "The Effect of Using Electronic Banking on Profitability of Bark" This paper deals
with Electronic banking is the use of electronic means to transfer funds directly from
one account to another, rather than by check or cash. Through reducing bank costs,
electronic banking can increase bank incomes. In this research the role of electronic
banking (ie. automated teller machines, bank card, internet bank, telephone bank, point
of sale) in increasing bank incomes is studied.

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Dr. GS Gireesh Kumar, Bijoy A P and Ajimon George (2012) In their research paper
"Effect of Service Quality Dimensions on Adoption of Internet Banking An Empirical
investigation of Customer's Perspectives in Kerala". The purpose of this research is to
examine the interrelationship between the IB service quality dimensions and adoption
of IB by customers in Kerala. Using a structured questionnaire, primary data were
collected from 240 IB users from both public sector banks and private sector banks,
identified randomly from various parts of Kerala. It is quite evident that adoption of IB
by customers is a function of various service quality dimensions and extent of adoption
is determined by the level satisfaction on various elements. Multiple regression was
used to study the interrelationship between dependent variable (Adoption ie., Years of
IB use) and independent variables (web security, reliability, responsiveness, fulfillment,
efficiency and privacy). The findings indicate that the strongest predictor based on Beta
values is website security followed by privacy and responsiveness.

Neeli Prameela, Dr. B. Abdul Azeem & K.V. Geetha Devi (2012) This study is a challenge
to Owing to the high costs occupied in increasing the current client base, one of the
main goals of banks and other monetary services providers, which operate through the
internet, should be to develop customer allegiance in order to improve the results. To
achieve this aim, these companies face most imperative challenge in providing and
maintaining service quality. Service quality is an input of customer trust which becomes
satisfaction and lead to loyalty as an output. But the research in the development of e-
loyalty is scarce and partial. This paper attempts to accumulate invented story in order
to understand the overall structure of the formation of e-loyalty. The literature
reviewed provides underlying patterns of relationships between e-banking loyalty and
its influencing factors. Such understanding is relevant for academicians and researchers
for furthering the work in this field. The insights into the previous studies, considered
for this paper, are discussed and suggestions for future research are provided. Dr. GS
Gireesh Kumar, Bijoy AP and Ajimon George

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CHAPTER: 3
RESEARCH METHODOLOGY
3.1 INTRODUCTION

Methodology is an essential part of research to find answers to the research objectives.

Therefore, it forms an important part of any study. This chapter focuses on the design and
research method utilized in the study. This chapter also deals with the procedure followed
to collect, process and analyze the data.

3.2 TYPE OF RESEARCH

In order to study the objectives, descriptive research design is used, where focus is on
surveys and fact finding enquiries through structured questionnaire. The study makes use
of a quantitative research approach as the quantitative research allows the researcher to
examine relationships among variables.

3.3 SAMPLING DESIGN

3.3.1 SAMPLING METHOD

Snowball sampling method is used in the study. In this type, researcher requested to
respondents to provide contact details of other Internet Banking Customers to Andheri to
Bandra Area known to them.

3.3.2 SAMPLE SIZE

This refers to the number of items to be selected from the universe to constitute a sample.
A sample is a selected part of a larger population whose properties are studied to gain
information about the whole population for the purpose of a survey. It should be optimum,
ie. it should fulfill requirements of efficiency, representativeness, reliability and flexibility.

The sample size for the study consisted of 90 customers using internet banking services
and who are residing in Andheri to Bandra area Mumbai Suburban.

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3.4 DATA COLLECTION TOOLS / INSTRUMENTS

3.4.1 PRIMARY DATA : QUESTIONNAIRE METHOD

Data is collected to answer the research questions. For the purpose of the present study,
data is collected from both primary as well as secondary sources. The researcher
developed a questionnaire as a measurement tool to collect data from the primary source.
It was developed according to the objectives and variables of this study. The researcher
intended that the questionnaire be simple and the questions be straightforward and to the
point. The questions were categorised as under:

Table - Description of Questionnaire

Question
Description of Question
Number

Demographic details of beneficiaries like Age, Gender, Educational

Q. 1 to 5
Qualification, Occupation, Income Level etc.

Details of Bank types, How frequently use IB services, How long have you
Q. 6 to 9
been using IB services, How many times use IB Services in a month

Table of Satisfaction Level of beneficiaries from services/facilities provided

Q. 10 & 11
in IB Services, Various Problems faced by beneficiaries in IB Services.

Questions with multiple choice responses were asked. For measuring the satisfaction level
and problems faced by beneficiaries, Likert Scale is used. Likert Scale facilitated the
researcher to urge a respondent to truthfully convey the degree of acceptability or
unacceptability, with a variety of statements. A copy of the questionnaire is attached in the
Annexure. The advantage is that it is simple to administer easy to tabulate and analyse.

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3.4.2 SECONDARY DATA

Secondary data means data that are already available they refer to the data which have
already been collected and analyzed by someone else. We have used for it following
method Internet and journals of company. The search was done on internet and related
magazines, company's websites to extract relevant information. The other necessary
information regarding all Banks products and other bank products and offerings were
obtained through printed source such as Hand outs, Pamphlets, Advertisements and
circulars etc.

3.4.3 TOOLS AND TECHNIQUES

As no study could be successfully completed without proper tools and techniques, same
with my project. For the better presentation and right explanation used tools of statistics
and computer very frequently. Basic tools which used for project from statistics are-

• Bar Charts

• Pie charts

• Tables

Bar charts and pie charts are really useful tools for every research to show the result in a
well clear, ease and simple way. Because used bar charts and pie charts in project for
showing data in a systematic way, so It need not necessary for any observer to read all the
the oretical detail, simple on seeing the charts anybody could know that what is being said.

3.5 DATA PROCESSING AND ANALYSIS

The present study is based on quantitative data, hence on collection of all the completed
questionnaire from the respondents, the data was tabulated Graphs are used to analysis
and interpretation of data.

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CHAPTER – 4

DATA ANALYSIS AND INTERPRETATION

An analysis is made on the responses received from 90 sample users of Internet

banking. The objective of the report is to find out the customers satisfaction on internet
banking service quality, to find out the customers perception towards internet banking,
& to find out the needs of the current and future customers.

The following information on contairs the data interpretation on of the questionnaire.

The respondents responses for the questions have been interpreted and a finding has
been made based on the respondent responses.

Analysis is made only from the information collected through questionnaire no other
data or information is taken in to consideration for purpose of the analysis.

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Educational Qualification
Source: Primary Data

Table 4.3 Qualification Wise Composition

EDUCATION FREQUENCY PERCENT
Below SSC 1 1.1
SSC 5 5.6
HSC 25 27.8
UG 35 38.9
PG 24 26.7
Total 90 100
Interpretation:
From the above data, it is observed that 38.9% of the respondents are undergraduates,
whereas 27.8% have HSC, 26.7% of respondents are postgraduates, 5.6% have SSC, and
the remaining 1.1% are below SSC.

Fig. 4.4 Occupation Wise Composition

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Income Level
Source: Primary Data
Table 4.5 Income Wise Composition
Income Level Frequency Percent
5000-15000 25 31.3
15001-25000 34 42.5
25001-35000 11 13.7
Above 35000 10 12.5
Total 80 100

Interpretation:
From the above data, it is observed that 42.5% of the respondents belong to the income
category of Rs. 15001-25000 p.m. So it is concluded that the majority of the
respondents fall under that income level.

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Interpretation:

As per the respondents 47.8% of respondents have Private bank & 26.7% respondents
have Co-operative bank Remaining 25.6% respondents public bank.

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1.HDFC BANK

1.What is net banking in HDFC?

HDFC Net Banking offers a convenient online banking service for customers. It allows
them to access account details, check balances, review history, transfer funds, and pay
bills with ease.

2. What are the rules for HDFC Netbanking?

Do not disclose your passwords, OTPs, Debit Card Number, CVV etc to anyone
(including Bank Staff). Don't respond to emails that request personal information. Do
not choose passwords that are easy to guess like your date of birth, spouse's name etc.
Never download an attachment if it is not from a trusted source.

3. What is the limit in HDFC?

The HDFC UPI transaction limit is Rs. 1 lakh per day or 20 transactions within 24 hours

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4. Is HDFC net banking safe?

HDFC Bank has a secure banking policy to protect you while your perform banking
transactions online. At HDFC Bank, we strive to give you a secure online banking
experience. Learn all about banking online safely, and the measures we take to protect
you here.

5.What is the full form of IPIN?

Internet Personal Identification Number (IPIN) is a password to. access your NPS
account on CRA Website (www.cra- nsdl.com) • IPIN can be reset online using “One
Time Password” (OTP)

6.What is a net banking password?

Internet Banking Password means the password you select for use in conjunction with
the Internet and Phone Banking access number and Internet and Phone Banking
security number to access Internet Banking

7. Is HDFC salary account safe?

HDFC Premium Salary Account holders get insurance covers and zero balance benefits.
A zero balance account where you will receive cyber insurance coverage of up to Rs.
50,000, and various other lifestyle benefits.

8. What is the ATM limit in HDFC?

*For Security reasons, ATM cash withdrawal limit is capped at ₹ 0.5 Lakhs per day and
₹ 10 Lakhs per month for first 6 months from Account opening date. For accounts older
than 6 months, ATM cash withdrawal limit is capped at ₹ 2 Lakhs per day and ₹ 10
Lakhs per month. This is implemented with immediate effect.

9. What is the full meaning of NEFT?

The full form of NEFT is National Electronic Funds Transfer. Owned and managed by
the Reserve Bank of India (RBI), NEFT is a pan-India unified electronic payment system
that enables fund transfers between bank accounts within the country.

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2.BANK OF MAHARASHRTRA

1.Does Bank of Maharashtra have net banking?

Users can access the bank's internet banking services by visiting

https://mahaconnect.in from their personal browsers. This platform allows for various
net-banking activities such as online transactions, tax payments, online shopping,

2. How to Activate Net Banking?

1. Step 1: Go to Your Bank's Website or App. ...

2. Step 2: Find the Registration Link. ...

3. Step 3: Enter Your Details. ...

4. Step 4: Verify Your Identity. ...

5. Step 5: Set Up Your Login Credentials. ...

6. Step 6: Agree to Terms and Conditions. ...

7. Step 7: Complete Registration. ...

8. Step 8: Log In to Your Account.

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3.What is the minimum balance in Bank of Maharashtra?

The minimum balance for the Bank of Maharashtra savings account is Rs. 2,000 for
urban branches, Rs. 1,000 for semi-urban branches and Rs. 500 for rural branches

4.What is the time of net banking in Bank of Maharashtra?

Online - The window is open 24 hours a day, seven days a week. Every working day
from 10 am to 4 pm at the branch. Offline IMPS availability must be confirmed at your
unique branch.

5.Is online banking 24 hours?

Online banking is a simple, secure, hassle-free Internet banking service that allows
Standard Chartered customers to perform banking transactions through the Internet
anywhere and anytime of the day. Is the service available 24-hours? Yes. This service is
available 24 hours a day, 7 days a week

6. What is Mahaconnect?

Mahaconnect is Bank of Maharashtra's Internet Banking platform that allows

customers to access various banking services anytime and anywhere with an internet
connection. It provides online, real-time access to services in a secure environment
using 128-bit SSL encryption

7. How can I contact customer support for Internet Banking issues?

For assistance with Internet Banking:

 Phone: Toll-free numbers 1800 233 4526 / 1800 102 2636 (available 24/7).

 Email: [email protected].

For issues related to MahaSecure:

 Phone: Toll-free numbers 1800 233 4526 / 1800 102 2636.

 Email: [email protected].

For more detailed information, you can refer to the Bank of Maharashtra Internet Banking
FAQs.

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3.RBL BANK LTD

1.What is the full form of RBL Bank account?

The full form of RBL is Ratnakar Bank Limited.

2.What are 5 benefits of online banking?

 Check balances on accounts and view records of your transactions.

 Pay bills automatically each month with easy-to-set-up auto payment.

 Transfer funds between accounts.

 Download or print statements for your tax or personal records.

 Access your account 24/7.

3.What is MPIN in RBL Bank?

MPIN or Mobile Banking Personal Identification Number is a four- or six-digit
passcode required every time while making a transaction through mobile
banking apps. This is a customer authentication number, which is essential to
secure their banking details before every transaction.

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4. Is there a fee for using Internet Banking?

No, RBL Bank provides free access to Internet Banking for all its account holders.

5. How secure is RBL Bank's Internet Banking?

RBL Bank employs advanced security measures, including firewalls, encryption,

unique User IDs, passwords, and One-Time Passwords (OTPs) for transaction
authentication, ensuring a secure banking experience.

6. What should I do if I forget my Internet Banking password?

If you forget your password, visit the RBL Bank Internet Banking login page and
click on the 'Forgot Password' link. Follow the instructions to reset your password.
Alternatively, you can contact RBL Bank's customer care or visit the nearest branch
for assistance.

7. Can I change my personal details through Internet Banking?

While you can personalize your dashboard and change certain preferences, changes
to personal details like email ID and mobile number require you to visit the nearest
RBL Bank branch.

8. What should I do if I'm unable to log in to Internet Banking?

Ensure you're using the correct User ID and password, and that your 'Caps Lock' key
is off, as passwords are case-sensitive. If you've entered the wrong password three
times consecutively, your User ID will be locked for security reasons. In such cases,
contact customer care at +91 22 61156300 or visit the nearest branch. Also, ensure
you're using a compatible browser and that your internet connection is stable

9.Is RBL Bank safe now?

In Dec 2021, RBI released a press note stating everything was OK with RBL Bank.
They clarified that RBL Bank is well-capitalized & in a strong position

10. What is the problem with RBL Bank?

RBL Bank and Cholamandalam Investment stocks fell due to brokerage concerns
over asset quality, slowing growth, and margins. Citi flagged RBL's microfinance
stress and NIM pressure, while InCred downgraded Cholamandalam citing weak CV
demand and rising expenses.

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4.BANK OF BARODA

1.What is net banking in short answer?

Net Banking also known as Internet Banking, is a digital method to conduct banking
transactions by the means of the internet, it is a time savvy facility offered by all
standard banks. Individual can conduct banking activities from home through their
smartphones, tablets, laptops and desktops

2.What is the full form of BOB bank?

Bank of Baroda (BOB) established on July 20, 1908 is an Indian state-owned

banking and financial services organization, headquar.

3.Which type of bank is Bob?

public sector bank

Bank of Baroda is India's leading public sector bank with a strong domestic
presence supported by self- service channels. The Bank's distribution network
includes 8,200+ branches, 10,000+ ATMs, 1,200+ self-service e-lobbies and 20,000
Business Correspondents.

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4.What is the user ID in Bob Net banking?

A user ID refers to a unique identifier assigned to an individual customer or user for

accessing their online banking or mobile banking services. I opened a bank account
at the Bank of Baroda and got to learn about its meaning in detail from the bank
officials.

5.Is OTP required for net banking?

Hence, if the unauthorized user does not have your cell phone, it is challenging to
complete the transaction without the one-time password algorithm. An OTP is the
second step for two-factor authentication for any online transaction after you have
entered your login and password credentials.

6.How can I activate BOB net banking without visiting branch?

Retail customers having our bank's active debit card, can register themselves for
bob World Internet from his office/home without visiting branches. A link 'Online
Registration using Debit Card' is available on the login page of bob World Internet.
Login to the website using the User ID and password.

7.What is the use of net banking?

Net banking is a 24*7 facility which facilitates checking account balance, making
fund transfer, managing debit and credit cards, opening fixed deposit and recurring
deposit account, paying bills, doing online shopping, ordering chequebooks, buying
general insurance, and much more

8.What is my Bob user ID?

Log onto the www.bobibanking.com website. Click on RETAIL USER. After clicking
on the link, following page opens. Click on 'Don't Know User Id?, Click here'.

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5.STATE BANK OF INDIA

1.How can I activate my SBI net banking account?

The following is a stepwise process to activate SBI net banking: Step 1: Visit the SBI
Online website. Step 2: Click on 'New User Registration' under the 'Personal
Banking' section. Step 3: A pop-up window will appear on the screen to confirm that
you have not received an Internet banking kit.

2.What is the full form of IMPS?

IMPS stands for Immediate Payment Service. It's an electronic fund transfer system
that allows users to send and receive money between bank accounts.

3.What is the full form of IFSC code?

IFSC stands for Indian Financial System Code. It's an 11-character alphanumeric
code that identifies a specific bank branch in India. The Reserve Bank of India (RBI)
assigns IFSC codes to banks that participate in electronic fund transfers

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Here are some answers to frequently asked questions about State Bank of India's
net banking:

1.What is OnlineSBI?

OnlineSBI is the internet banking service offered by State Bank of India.

2.How can I access OnlineSBI?

You can access OnlineSBI from any computer, tablet, or mobile device with an
internet connection.

3.How do I log in to OnlineSBI?

Go to onlinesbiglobal.com and click the Personal User or Corporate User button.

4.What should I do if I forget my password?

Go to the login page and click the Forgot Username / Login Password link.

5.What should I do if I forget my username?

Contact your branch and re-register for internet banking.

6.How can I change my password?

You can change your password at any time, but not your username.

7.What are some tips for creating a password?

Use a word that's not in an English dictionary, and don't use your name, family,
or vehicle number.

8.What should I do if I'm having trouble logging in? I

f you're having trouble logging in, you can check the FAQ for more information.

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Chapter – 05

RECOMMENDATIONS

Safe and Security features of webpage need to be improved because most of the
respondents feel that Internet Banking is not safe and secure. People are so much
conscious about the security measures whether it might provide privacy and security
for the information that entered.

Out of the mentioned problems, it is founded that Low speed and Connection problem
due to server errors are the major problems faced by Users. Therefore banks need to
take corrective measures to improve their server efficiency.

Banks has to conduct various awareness programs in order to improve the level of
awareness and knowledge of customers about the functioning of Internet Banking and
its attributes.

Only 34.4% of the respondents being female, the bank can look forward to design few
more schemes to attract the female customers.

Since a large number of the respondents are unaware of the services provided through
Internet Banking such as posting a list of services that are rendered to the customers
inside the bank premises, demo of the services in the bank website; can be done to
make the customers aware, and use the services provided through Internet Banking.

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Chapter – 06

CONCLUSION

The result of this research indicated that transaction efficiency, ease of use, service
content are important determinants of customer's satisfaction with Internet Banking.
However, privacy and security problems, low speed and connection problem due to
server errors are the main major problems faced by the IB users. It indicates that as
cost and time customers spent on internet banking increases, customer satisfaction will
decrease. Therefore, this paper suggests certain policy implications for the banking
industry. Thus, the proposed model can be of help in planning efforts towards
increasing consumer's satisfaction. By improving these factors, bank management may
increase adoption and satisfaction among Internet bank users. These also imply
initiating appropriate actions to enhance basis facilities and improve privacy and
security on Internet Banking. This in essence will improve business transaction and
thus increase overall Customer Satisfaction.

Although the use of IT is expected to lead to a favourable impact on bank performance,

the banks need performance measures which are related to customers to improve their
performance and minimize waste of productive customers. The way forward therefore,
is for the banks to increase awareness about the use of this technological tool to help
them capture relevant and timely information for decision making. Managing E-banking
demands analytical ability and attention to details, for the satisfactory performance of
this system, these determinants should be mixed in their right prescription to get high
quality Internet Banking and incorporate newer ideas. There is needed to make
concerted efforts towards operational efficiency of Internet Banking

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BIBLIOGRAPHY

https://www.scribd.com/

https://en.wikipedia.org/wiki/Digital banking

https://www.bankrate.com/glossary/i/internet-bank/

http://www.economicsdiscussion.net/essays/banking-essays/essay-on-internet-
bankine/17828

http://saspiournals.com/wp-content/uploads/2014/04/SJEBM-1254-56.pdf

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QUESTIONNAIRE

The objective of the study is to analyze customer satisfaction on Internet Banking

Service Quality with special reference to Andheri to Bandra area. I will be thankful to
the respondents if you will spare 4-5 minutes from your valuable time to answer this
questionnaire, which will help me finish my project towards the partial fulfillment of
the MCOM degree.

1. Age:
☐ 20-30 ☐ 31-40 ☐ 41-50 ☐ 51-60 ☐ 60 & Above

2. Gender:
☐ Male ☐ Female

3. Educational Qualification:
☐ Below SSC ☐ SSC ☐ HSC ☐ UG ☐ PG

4. Occupation:
☐ Student ☐ Service ☐ Business ☐ Retired ☐ Housewife

5. Income Level:
☐ Rs. 5000 – Rs. 15000 ☐ Rs. 15001 – Rs. 25000 ☐ Rs. 25001 – Rs. 35000 ☐ Above Rs.
35000

6. Type of Bank:
☐ Private ☐ Public ☐ Co-operative

7. How frequently do you use Internet Banking Services?

☐ Always ☐ Sometimes ☐ Rarely

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8. How long have you been using Internet Banking Service:

☐ Less than 1 year ☐ 1-2 years

☐ 3-4 years ☐ 5 & more years

9. How many times on average do you use Internet Banking Services in a

month?

☐Everyday ☐Alternative day ☐Once in a week

☐Fortnight (15 days) ☐ Once in a month

10.How would you rate your satisfaction with the following aspects of the
Internet Banking Services you have received or accessed?

Extremely Extremely
Aspect Satisfied Neutral Dissatisfied
Satisfied Dissatisfied

Speed

Convenience

Transaction
Efficiency

User Friendly

Security

Overall

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11.Purpose of using Internet Banking Services:

Purpose Always Sometimes Rarely Never

Bill Payment

Fund Transfer

Balance Check

Bank Statement

Application for Cheque book, DD, Debit Card

Investment

Others

Thank You For Your Time!

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