A

MAJOR PROJECT REPORT

ON
“Customer Awareness Of E-Banking Services in ICICI Bank ”
In Partial fulfilment of Requirements for the award degree of
MASTER OF BUSINESS ADMINISTRATION (MBA)
Of
Dr. B.A.M. University, Aurangabad

Submitted By
Rutuja Sudhir Bhalekar
MBA IV Sem

(Specialization – Finance) Roll No.:- MB21031

Under the guidance of

Prof. KIRTI KADAM

MSS’s
College of Engineering & Technology
Department of Management- II shift
Nagewadi, Jalna

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 DECLARATION

I, undersigned, hereby declare that the Major project report, Customer

Awareness Of E-Banking Services in ICICI Bank submitted by RUTUJA
SUDHIR BHALEKAR to the MSS’s College of Engineering and
Technology, Jalna. It is my original work & the conclusions drawn
there in are based on the data & material collected by myself.

Place : Jalna
Date: 15/06/2022 Name:- RUTUJA SUDHIR BHALEKAR

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 CERTIFICATE

This is to certify that the Major project report on Customer Awareness

Of E-Banking Services in ICICI Bank submitted by RUTUJA SUDHIR
BHALEKAR is the result of his/her original research work completed
under our supervision. To the best of our knowledge & belief the
work embodied in this project report has not formed earlier the basis
for the award of any degree or similar title of this for any other
examining body.

Kirti Kadam Dr.S.K.Biradar

Project guide H.O.D. Principal

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 Acknowledgment

This Major Projecty report on Customer Awareness Of E-Banking

Services in ICICI Bank prepared in fulfillment of fourth semester of
MBA of Dr. B.A.M. University, Aurangabad.

First I express my sincere thanks to

Dr.S.K.Biradar
Principal
Of MSS’s Department Of Management, College of Engineering &
Technology, Jalna

For his encouragement and help. I am greatly indebted to

acknowledge thanks to

Prof. KIRTI KADAM

Head &Assistant Professor
MSS’s Department Of Management, College of Engineering &
Technology, Jalna

Faculty guide for his valuable suggestion and interest.

I would also like to thank all the members of faculty of MSS’s

Department Of Management, College of Engineering &
Technology and my entire friend for their help and guidance.

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 INDEX
SR. NO TITLE PAGE. NO

1. Introduction

• Objective of the study

• Research Methodology

• Study of the hypothesis

2. Profile of the Organization

• Background & History of Organization

• Organization flow chart

• Product & Service Organization

• Inter Departmental Relationship

3. Data Analysis and Interpretation

• Finding analysis

4. Suggestions

5. Appendix

• Bibliography

• Questionnaire

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 Customer Awareness of E-Banking Servicesin ICICI Bank

PART-I Introduction

1.1 Executive Summary

The topic of my project is “Customer Awareness of E-Banking Services in ICICI Bank

Aurangabad”. In this project I have studied about the e-banking services provided by the bank to its
customers. . When I studied subject deeply, I saw the most of that people used the e- banking facility &
customers are aware about the e-banking services provided by the various banks. For getting more
knowledge, I used research method. I studied the topic on “Customer awareness of e-banking services in
ICICI Bank Aurangabad” through getting number responses from customers. In this project I have
collected information from the ICICI bank account holder , at the time of collecting the information I saw
many customers are aware about this facility but they do not use this facility because some of them are fear
to use these type of technology or some of them are think that do online banking is risky. So they want to
use the traditional banking method.

This report has all the details covering the profile of “ICICI” bank and level of e-banking services
provided by the ICICI bank to its customers. It includes the research on customers’ expectations and
requirements of e-banking services of the bank. The study of this topic helps to get the knowledge about
the process of e-banking and its usefulness to the banking industry.

The objective of this project is to know the Study the awareness about various e-banking services of
ICICI Bank. Know the problem of ICICI customers while using e-banking services. Study the customer
satisfaction about e-banking services of ICICI.
So on that basis I have frame the questionnaire & fill up through the respondents, after data collected, I
have analysed that data.

This project is based on the primary & secondary data. In that through primary data I collected the data
through questionnaire through the customers those who are aware about the option of online or internet
banking.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

In secondary data, I collected the information about the banking industry, the growth of the banking
industry in India. The information collected about the history of banking industry, the growth of banking
industry, the national international scenario the & the classification of the public & private sector bank.

The research is done on study of e-banking operations of ICICI Bank. It is done to know the
performance of e-banking services of ICICI. I have reviewed various literatures on the net pertain to the
ICICI Bank. Through a small sample size it was revealed and proved that the private sector bank in top 10
banks, the ICICI bank has no 1 posigation according to the 2017 research.

1.2 Introduction of the concept

Online banking, also known as internet banking, is an electronic payment system that enables
customers of a bank or other financial institution to conduct a range of financial transactions through the
financial institution's website. The online banking system will typically connect to or be part of the core
banking system operated by a bank and is in contrast to branch banking which was the traditional way
customers accessed banking services. Some banks operate as a "direct bank" (or “virtual bank”), where
they rely completely on internet banking.

Definition
In the internet banking use of computers to carry out banking transactions such as withdrawals through
cash dispensers or transfer of funds at point of sale.Online banking, also known as internet banking, is an
electronic payment system that enables customers of a bank or other financial institution to conduct a range
of financial transactions through the financial institution's website. It is a part of core banking system.
Internet banking software provides personal and corporate banking services offering features such as
viewing account balances, obtaining statements, checking recent transaction and making payments. Access
is usually through a secure web site using a username and password, but security is a key consideration
in internet banking and many banks also offer two factor authentications using a (security token). In
simple words, "Internet" Banking allows any banking customer to avail "Online" facilities provided by the
Bank. It can be viewing your statements or transferring the money over web. Actually internet banking
and online banking both are same thing. . E-banking can be offered in two main ways. First, an existing
bank with physical offices can also establish an online site and offer e-banking services to its customers in
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 Customer Awareness of E-Banking Servicesin ICICI Bank

addition to the regular channel. You can make and receive payments to ICICI Bank accounts and Non-
ICICI Bank accounts, open Fixed and Recurring Deposits, view account details, request a cheque book and
a lot more, while you are online. Presenting new features on your Dashboard making your experience more
easy and convenient View your profile, my shortcuts, assets, liabilities, loans, credit cards, calendar,
relationship manager, investments etc. on the dashboard. Internet Banking is a convenient way to do
banking from the comfort of your home or office. Avoid the queue or delays and try our simple and secure
Internet Banking facility for an unmatched online banking experience.

E-Banking implies performing basic banking transaction by customers Round the clock globally
through electronic media. Alternatively electronic Banking can be defined as “delivery of bank’s services
to a customer at his office or home by using electronic technology & this has resulted in conceptualization
of virtual banking. In traditional banking, the customer has to visit the branch of the bank in person to
perform the basic banking operations viz., account enquiry, Fund transfer and cash withdrawal.

Today’s Banking is no longer confined to branches. Customers are being provided with Additional
delivery channels which are more convenient and are cost effective to the banks. This has resulted in
shrinking of geographical boundaries, easy reach to the clientele, reliable and secure services. The E-
Banking services include Automated Teller Machine, Plastic Card Currency, Internet Banking and
Electronic Clearing Services.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Objective of study:

1) To Study the awareness about various e-banking services of ICICI Bank.

2) To know the problem of ICICI customers while using e-banking services.
3) To Study the customer satisfaction about e-banking services of ICICI.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Hypothesis:
To Study the Hypothesis:

H0- Internet Security is not the major problem faced by customers while using e-banking services.
H1– Internet Security is the major problem while using e-banking services.

H0- Not maintaining adequate cash is not the major problem faced by ATM users while using e-banking
services.
H1 – Not maintaining adequate cash is the major problem faced by ATM users while using e- banking
services.
H0 - Difficult to operate mobile banking is not the major problem faced by customers while using e-
banking services.
H1 - Difficult to operate mobile banking is the major problem faced by customers while using e-banking
services.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

PART-II Profile

2.1 Industry profile

a) History

E-banking came into being in UK and USA in 1920s. It became prominently popular during 1960s
through electronic funds transfers and credit cards. The concept of web-based banking came into existence
in Europe and USA in the beginning of 1980s. It has been estimated that around 40 percent of banking
transaction would be done through Net. Electronic banking, or e- banking, is the term that describes all
transactions that take place among companies, organizations, and individuals and their banking institutions.
First conceptualized in the mid- 1970s, some banks offered customers electronic banking in 1985.
However, the lack of Internet users, and costs associated with using online banking, stunted growth. The
Internet explosion in the late-1990s made people more comfortable with making transactions over the web.
Despite the dot-corn crash, e-banking grew alongside the Internet. Online banking started in 1994 when a
small credit union, the Stanford Federal Credit Union, launched its online banking services to all of its
members. Electronic banking, or e-banking, is the term that describes all transactions that take place
among companies, organizations, and individuals and their banking institutions. First conceptualized in the
mid-1970s, some banks offered customers electronic banking in 1985. However, the lack of Internet users,
and costs associated with using online banking, stunted growth. The Internet explosion in the late-1990s
made people more comfortable with making transactions over the web. Despite the dot-corn crash, e-
banking grew alongside the Internet. While financial institutions took steps to implement e-banking
services in the mid-1990s, many consumers were hesitant to conduct monetary transactions over the web.
It took widespread adoption of electronic commerce, based on trailblazing companies such as America
Online, Amazon.com and eBay, to make the idea of paying for items online widespread. By 2000, 80
percent of U.S. banks offered e-banking. Customer use grew slowly. At Bank of America, for example, it
took 10 years to acquire 2 million e-banking customers.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Precursors
The precursor for the modern home online banking services were the distance banking services over
electronic media from the early 1980s. The term 'online' became popular in the late 1980s and referred to
the use of a terminal, keyboard and TV (or monitor) to access the banking system using a phone line.
'Home banking' can also refer to the use of a numeric keypad to send tones down a phone line with
instructions to the bank. Online services started in New York in 1981 when four of the city's major banks
(Citibank, Chase Manhattan, Chemical and Manufacturers Hanover) offered home banking services. Using
the videotext system. Because of the commercial failure of videotext these banking services never became
popular except in France where the use of videotext (Minitel) was subsidized by the telecom provider and
the UK, where the Pestle system was used.

Internet and customer reluctance

When the clicks-and-bricks euphoria hit in the late 1990s, many banks began to view web-based
banking as a strategic imperative. The attraction of banks to online banking are fairly obvious: diminished
transaction costs, easier integration of services, interactive marketing capabilities, and other benefits that
boost customer lists and profit margins. Additionally, online banking services allow institutions to bundle
more services into single packages, thereby luring customers and minimizing overhead.

A mergers-and-acquisitions wave swept the financial industries in the mid- and late 1990s, greatly
expanding banks' customer bases. Following this, banks looked to the Web as a way of maintaining their
customers and building loyalty. A number of different factors are causing bankers to shift more of their
business to the virtual realm. While financial institutions took steps to implement e-banking services in the
mid-1990s, many consumers were hesitant to conduct monetary transactions over the internet. It took
widespread adoption of electronic commerce, based on trailblazing companies such as America Online,
Amazon.com and eBay, to make the idea of paying for items online widespread. By 2000, 80% of U.S.
banks offered e-banking. Customer use grew slowly. At Bank of America, for example, it took 10 years to
acquire 2 million e-banking customers. However, a significant cultural change took place after the Y2K
scare ended. In 2001, Bank of America became the first bank to top 3 million online banking customers,
more than 20% of its customer base. In comparison, larger national institutions, such as Citigroup claimed
2.2 million online relationships globally, while J.P. Morgan Chase estimated it had more than 750,000
online banking customers. Wells Fargo had 2.5 million online banking customers, including small
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 Customer Awareness of E-Banking Servicesin ICICI Bank

businesses. Online customers proved more loyal and profitable than regular customers. In October 2001,
Bank of America customers executed a record 3.1 million electronic bill payments, totaling more than $1
billion. In 2009, a report by Gartner Group estimated that 47% of United States adults and 30% in the
United Kingdom bank online.
The early 2000s saw the rise of the branch-less banks as internet only institutions. These internet-based
banks incur lower overhead costs than their brick-and-mortar counterparts. Many online banks like Bank of
Internet USA, Ally Bank and Bank5 Connect in the United States are FDIC-insured and offer the same
level of protection for the funds of their customers as do traditional banks.

First online banking services in the United States

Online banking was first introduced in the early 1980s in New York, United States. Four major banks
— Citibank, Chase Manhattan, Chemical Bank and Manufacturers Hanover— offered home banking
services. Chemical introduced its Pronto services for individuals and small businesses in 1983, which
enabled individual and small-business clients to maintain electronic checkbook registers, see account
balances, and transfer funds between checking and savings accounts. Pronto failed to attract enough
customers to break even and was abandoned in 1989. Other banks had a similar experience.

First online banking in the United Kingdom

Almost simultaneously with the United States, online banking arrived in the United Kingdom. The
UK's first home online banking se1983. The system used was based on the UK's Pestle view link system
and used a computer, such as the BBC Micro, or keyboard (Tandata Td1400) connected to the telephone
system and television set. The system allowed on-line viewing of statements, bank transfers and bill
payments. In order to make bank transfers and bill payments, a written instruction giving details of the
intended recipient had to be sent to the NBS who set the details up on the Home link system. Typical
recipients were gas, electricity and telephone companies and accounts with other banks. Details of
payments to be made were input into the NBS system by the account holder via Prestel. A cheque was then
sent by NBS to the payee and an advice giving details of the payment was sent to the account holder.
BACS was later used to transfer the payment directly. Stanford Federal Credit Union was the first financial
institution to offer online internet banking services to all of its members in October 1994.

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Banks and the World Wide Web

Around 1994, banks saw the rising popularity of the internet as an opportunity to advertise their
services. Initially, they used the internet as another brochure, without interaction with the customer. Early
sites featured pictures of the bank's officers or buildings, and provided customers with maps of branches
and ATM locations, hone numbers to call for further information and simple listings of products.
Interactive banking on the Web In 1995, Wells Fargo was the first U.S. bank to add account services to its
website, with other banks quickly following suit. That same year, Presidential became the first U.S. bank to
open bank accounts over the internet. According to research by Online Banking Report, at the end of 1999
less than 0.4% of households in the U.S. were using online banking. At the beginning of 2004, some 33
million U.S. households (31%) were using some form of online banking. Five years later, 47% of
Americans used online banking, according to a survey by Gartner Group. Meanwhile, in the UK online
banking grew from 63% to 70% of internet users between 2011 and 2012

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 Customer Awareness of E-Banking Servicesin ICICI Bank

b) Growth:

Growth of Financial Sector in India. The growth of financial sector in India at present is nearly 8.5%
per year. The rise in the growth rate suggests the growth of the economy. The financial policies and the
monetary policies are able to sustain a stable growth rate.

Indian Banking Sector Analysis 2018; Indian Banking sector is one of the oldest and most popular sector in
stock market point of view. It is also one of the largest in terms of market capitalization in Indian stock
market. Banking sector is such a sector which is either liked by investors or disliked by investors but there
is no middle ground. There are many investors whose portfolio is heavily loaded with banking and finance
stocks and at the same time there are some big investors they don’t touch banking stocks.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Banking sector performance in FY17

FY17 (refers to period from April 01 to March 31) was yet another challenging year for Indian banks with
decline in credit growth, continued stress on asset quality, high provisioning costs resulting in declining
profits and high requirement of capital for growth and compliance with stringent regulatory requirements.
The performance of the banks was also impacted by the subdued economic backdrop as well as dynamic
regulatory environment. As per the revised estimates of CSO, the GDP growth during FY17 is expected to
be 7.1% which was lower than 8.0% during FY16. As per CARE Ratings’ estimate, India’s GDP would
see growth in the range of 7.5% to 7.8% during FY18. Considering the improvement in GDP growth,
declining pace of NPA addition and capital requirement; CARE Ratings estimates the credit growth to be
in the range of 8% – 10% during FY18. Indian Banking Sector Analysis 2018; Indian Banking sector is
one of the oldest and most popular sector in stock market point of view. It is also one of the largest in terms
of market capitalization in Indian stock market. Banking sector is such a sector which is either liked by
investors or disliked by investors but there is no middle ground. There are many investors whose portfolio
is heavily loaded with banking and finance stocks and at the same time there are some big investors they
don’t touch banking stocks. Let’s go ahead with Indian Banking Sector Analysis 2018 and see what is
there for 2018.

January, 2019

The Indian banking system consists of 27 public sector banks, 21 private sector banks, 49 foreign banks,
56 regional rural banks, 1,562 urban cooperative banks and 94,384 rural cooperative banks, in addition to
cooperative credit institutions. As of Q2 FY19@ total credit extended by commercial banks surged to Rs
90,579.89 billion (US$ 1,290.68 billion) and deposits grew to Rs 118,501.82 billion (US$ 1,688.54
billion). Assets of public sector banks stood at US$ 1,557.04 billion in FY18.

Indian banks are increasingly focusing on adopting integrated approach to risk management. Banks
have already embraced the international banking supervision accord of Basel II, and majority of the banks
already meet capital requirements of Basel III, which has a deadline of March 31, 2019. Reserve Bank of
India (RBI) has decided to set up Public Credit Registry (PCR) an extensive database of credit information

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 Customer Awareness of E-Banking Servicesin ICICI Bank

which is accessible to all stakeholders. The Insolvency and Bankruptcy Code (Amendment) Ordinance,
2017 Bill has been passed and is expected to strengthen the banking sector.Deposits under Paradhan
Mantri Jan Dhan Yojana (PMJDY) increased to Rs 863.21 billion (US$11.96 billion) were deposited and
336.6 million accounts were opened in India^. In May 2018, the Government of India provided Rs 6
trillion (US$ 93.1 billion) loans to 120 millionbeneficiaries under Mudra scheme. In May 2018, the total
number of subscribers was 11 million, under Atal Pension Yojna.

Rising incomes are expected to enhance the need for banking services in rural areas and therefore drive the
growth of the sector. As of September 2018, Department of Financial Services (DFS), Ministry of Finance
and National Informatics Centre (NIC) launched Jan Dhan Darshak as a part of financial inclusion
initiative. It is a mobile app to help people locate financial services in India. The digital payments
revolution will trigger massive changes in the way credit is disbursed in India. Debit cards have radically
replaced credit cards as the preferred payment mode in India, after demonetisation. Debit cards garnered a
share of 87.14 per cent of the total card spending.

c) International & National scenario- Banking Sector in India

Updated: December, 2018

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Introduction
As per the Reserve Bank of India (RBI), India’s banking sector is sufficiently capitalised and well-
regulated. The financial and economic conditions in the country are far superior to any other country in the
world. Credit, market and liquidity risk studies suggest that Indian banks are generally resilient and have
withstood the global downturn well.
Indian banking industry has recently witnessed the roll out of innovative banking models like payments
and small finance banks. RBI’s new measures may go a long way in helping the restructuring of the
domestic banking industry. The digital payments system in India has evolved the most among 25 countries
with India’s Immediate Payment Service (IMPS) being the only system at level 5 in the Faster Payments
Innovation Index (FPII).

Market Size
The Indian banking system consists of 27 public sector banks, 21 private sector banks, 49 foreign
banks, 56 regional rural banks, 1,562 urban cooperative banks and 94,384 rural cooperative banks, in
addition to cooperative credit institutions. In FY07-18, total lending increased at a CAGR of 10.94 per cent
and total deposits increased at a CAGR of 11.66 per cent. India’s retail credit market is the fourth largest in
the emerging countries. It increased to US$ 281 billion on December 2017 from US$ 181 billion on
December 2014.

Investments/developments

Key investments and developments in India’s banking industry include:

As of September 2018, the Government of India launched India Post Payments Bank (IPPB) and has
opened branches across 650 districts to achieve the objective of financial inclusion.
The total value of mergers and acquisition during 2017 in NBFC diversified financial services and
banking was US$ 2,564 billion, US$ 103 million and US$ 79 million respectively .
The biggest merger deal of FY17 was in the microfinance segment of IndusInd Bank Limited and
Bharat Financial Inclusion Limited of US$ 2.4 billion @.
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 Customer Awareness of E-Banking Servicesin ICICI Bank

In May 2018, total equity funding's of microfinance sector grew at the rate of 39.88 to Rs
96.31 billion (Rs 4.49 billion) in 2017-18 from Rs 68.85 billion (US$ 1.03 billion) #.

Government Initiatives
As of September 2018, the Government of India has made the Pradhan Mantri Jan Dhan Yojana
(PMJDY) scheme an open ended scheme and has also added more incentives.
The Government of India is planning to inject Rs 42,000 crore (US$ 5.99 billion) in the public sector
banks by March 2019 and will infuse the next tranche of recapitalisation by mid- December 2018.

Achievements
Following are the achievements of the government in the year 2017-18:
To improve infrastructure in villages, 204,000 Point of Sale (PoS) terminals have been sanctioned
from the Financial Inclusion Fund by National Bank for Agriculture & Rural Development (NABARD).

Between December 2016 and March 2017, a major drive was undertaken to boost use of debit cards,
resulting in an increase in the number of Point of Sale (PoS) terminals by an additional 1.25 million by
2017 end from 1.52 million as on November 30, 2016.
The number of total bank accounts opened under Pradhan Mantri Jan Dhan Yojana (PMJDY) reached
333.8 million as on November 28, 2018.

Road Ahead
Enhanced spending on infrastructure, speedy implementation of projects and continuation of reforms
are expected to provide further impetus to growth. All these factors suggest that India’s banking sector is
also poised for robust growth as the rapidly growing business would turn to banks for their credit needs.

Also, the advancements in technology have brought the mobile and internet banking services to the fore.
The banking sector is laying greater emphasis on providing improved services to their clients and also
upgrading their technology infrastructure, in order to enhance the customer’s overall experience as well as
give banks a competitive edge. India’s digital lending stood at US$ 75 billion in FY18 and is estimated to
reach US$ 1 trillion by FY2023 driven by the five-fold increase in the digital disbursements.

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International scenario
The positive economic environment across all regions has boosted banks’ net interest margin (NIM)
and loan growth in the first half of 2018. The total industry’s NIM, globally, stood at 3.59 percent at the
end of the first half of 2018, its highest in four years,40 and customer loans grew by 7.84 percent.41 In the
United States, most banks benefited from rising interest rates, loan growth, and tax cuts. Meanwhile, in
other parts of the world, better cost controls and growth in loan demand boosted profitability. The growing
influence of fin techs and nonbanks seems an accepted fact now. Investment in online lending platforms by
both start-ups and incumbents (e.g., Finn by JPMorgan Chase) is still significant. While it is unclear how
many fin techs will apply for the OCC’s new banking charter, this seems a sign of maturity in the industry
as fin techs become part of the mainstream banking system. In Europe, PSD2 and the open banking
standard are having the intended effects—spurring innovation and creating a more level playing field. But
incumbents have not been caught flat-footed—they have responded well to the challenge. Encouragingly,
open banking is catching on in other parts of the world, despite the lack of a regulatory mandate. And in
the United States, banks are expected to test the waters in 2019.42 But, across the globe, the retail banking
industry is fast embracing a mobile-centricb customer experience, as we highlighted in our 2018 outlook.

Investments in mobile technologies have increased meaningfully with Asia Pacific leading the world
in the rapid adoption of digital banking due to consumers’ constantly evolving demands.43 Meanwhile,
consumers’ experiences in other industries are upping the ante for most banks. Deloitte’s recent global
digital banking survey across 17 countries showed that banking consumers have a stronger emotional
connection to technology brands like Apple, Amazon, and Google than to their banks. Some of these
companies’ ability to blend experiences from the physical and digital worlds44 is considered a good model
for banks. In response, banks are deploying a mix of strategies to stay ahead in the game, including higher
technology spending on channel improvement—branches, ATMs, call centres, and digital banking (figure
5). JPMorgan Chase (JPMC) has adopted “mobile first, digital everything,”45 while Santander has four
investments in the online lending space alone.46 Figure 5. Retail banks’ information and communications
technology (ICT) spending on channel improvement, 2015–2022 ($B)

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 Customer Awareness of E-Banking Servicesin ICICI Bank

d) Some prominent companies -

1) Private Sector Bank

Axis Bank Bandhan Bank City Union Bank

DCB Bank Dhanlaxmi Bank HDFC Bank
Federal Bank IDFC Bank Kotak Mahindra Bank
South Indian Bank Yes Bank

2) Public Sector Bank

Allahabad Bank Andhra Bank Bank of Baroda
Bank of India Bank of Maharashtra Canara Bank
Central Bank of India Dena Bank Indian Bank
Indian Overseas Bank IDBI Bank Punjab National Bank
State Bank of India Syndicate Bank Vijaya Bank

1) Private Sector Bank

1) Axis Bank is the third largest of the private-sector banks in India offering a comprehensive suite of
financial products. The bank has its head office in Mumbai, Maharashtra. It has 3,703 branches, 13,814
ATMs and nine international offices. The bank employs over 55,000 people and had a market
capitalization of ₹1.31 trillion (US$18 billion) (as on March 31, 2018). It sells financial services to large
and mid-size corporate, SME, and retail businesses. As of 30 Jun. 2016, 30.81% shares are owned by
promoters and promoter group (United India Insurance Company Limited, Oriental Insurance Company
Limited, National Insurance Company Limited, New India Assurance Company Ltd, GIC, LIC and UTI).[6]
The remaining 69.19% shares are owned by mutual funds, FIIs, banks, insurance companies, corporate
bodies, and individual investors among others.

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2) HDFC Bank
HDFC Bank Limited (Housing Development Finance Corporation) is an Indian banking and
financial services company headquartered in Mumbai, Maharashtra. It has 88,253 permanent employees as
on 31 March 2018 and has a presence in Bahrain, Hong Kong and Dubai HDFC Bank is India’s largest
private sector lender by assets. It is the largest bank in India by market capitalization as of February 2016.It
was ranked 69th in 2016 Brands Top 100 Most Valuable Global Brands.

3) Kotak Mahindra Bank

Kotak Mahindra Bank is an Indian private sector bank headquartered in

Mumbai, Maharashtra, India. In February 2003, Reserve Bank of India (RBI) issued the licence to Kotak
Mahindra Finance Ltd., the group's flagship company, to carry on banking business. It offers a wide range
of banking products and financial services for corporate and retail customers through a variety of delivery
channels and specialized subsidiaries in the areas of personal finance, investment banking, general
insurance, life insurance, and wealth management. Kotak Mahindra Bank has a network of 1,369 branches
across 689 locations and 2,163 ATMs in the country (as of 31 March 2017).[4] In 2018, it is the second
largest private bank in India by market capitalization after HDFC Bank

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2) Public Sector Bank

1) The State Bank of India (SBI) is an Indian multinational, public sector banking and financial
services company. It is a government-owned corporation headquartered in Mumbai, Maharashtra.
The company is ranked 216th on the Fortune Global 500 list of the world's biggest corporations as of
2017. It is the largest bank in India with a 23% market share in assets, besides a share of one-fourth of the
total loan and deposits market.
The bank descends from the Bank of Calcutta, founded in 1806, via the Imperial Bank of India,
making it the oldest commercial bank in the Indian subcontinent. The Bank of Madras merged into the
other two "presidency banks" in British India, the Bank of Calcutta and the Bank of Bombay, to form the
Imperial Bank of India, which in turn became the State Bank of India in 1955.[7] The Government of India
took control of the Imperial Bank of India in 1955, with Reserve Bank of India (India's central bank)
taking a 60% stake, renaming it the State Bank of India. In 2008, the government took over the stake held
by the Reserve Bank of India.

2) IDBI Bank

IDBI Bank (Industrial Development Bank of India) was established in 1964 by an Act of Parliament
to provide credit and other financial facilities for the development of the fledgling Indian industry. It is
owned by the government of India. It is one among the public sector banks in India and is to be treated on
par with State Bank of India (SBI) and other nationalized banks in accordance with the notification dated
26 February 2013 by the finance ministry.

At present the government holds 51.69% stake in IDBI Bank and LIC holds 44.31% and the remaining 4%
held by public. For the first quarter of the current financial year 2017-18, the bank reported a net loss of
Rs.853 crore compared to a profit of Rs.241 crore during the corresponding period last financial year. In
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 Customer Awareness of E-Banking Servicesin ICICI Bank

the fourth quarter of financial year 2016-17, the bank had reported a loss of Rs.3,200 crore. While the
reported loss was lower than the preceding quarter, bad loans continued to surge. In the quarter ending
September 2017 the bank bounced back with a loss of Rs.198 crore compared to a loss of over Rs.2,000
crore in the previous quarter. The bank is expected to return to profit in the upcoming financial year.It
currently has 13,722 ATMs, 1899 branches, including one overseas branch in Dubai, and 12, 122 centres.

The bank has an aggregate balance sheet size of INR 3.74 trillion as on 31 March 2016"About us". IDBI
Bank. Retrieved 22 February2014. On June 29, 2018 Life Insurance Corporation of India (LIC) has got a
technical go-ahead from Insurance Regulatory and Development Authority of India (IRDAI) to increase
stake in IDBI Bank up to 51%.

3) Punjab National Bank

Punjab National Bank (PNB) is an Indian multinational banking and financial services company.
It is a state-owned corporation based in New Delhi, India. The bank was founded in 1894. As of 31 March
2017, the bank has over 80 million customers, 6,937 branches (7,000 as on 2nd oct, 2018) and 10681
ATMs across 764 cities.[4]
PNB has a banking subsidiary in the UK (PNB International Bank, with seven branches in the UK), as well
as branches in Hong Kong, Kowloon, Dubai, and Kabul. It has representative office in Almaty
(Kazakhstan), Dubai (United, Arab Emirates), (Shanghai (China), (Oslo(Norway) and Sydney (Australia).
In Bhutan it owns 51% of Druk PNB Bank, which has five branches. In Nepal PNB owns 20% of Everest
Bank Limited, which has 50 branches. Lastly, PNB owns 84% of JSC (SB) PNB Bank in Kazakhstan,
which has four branches

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 Customer Awareness of E-Banking Servicesin ICICI Bank

PART-II
Company profile:
a) Background &inception

ICICI Bank Headquarter in Bandra Kurla Complex, Mumbai

Type Public

BSE: 532174 NSE: ICICIBANK NYSE:

Traded as
IBN
BSE SENSEX Constituent CNX Nifty
Constituent

Industry Banking, Financial services

Founded 1994; 25 years ago

Headquarters Mumbai, Maharashtra, India

Area served Worldwide
Key people Girish Chandra Chaturvedi(Chairman)
Sandeep Bakhshi
(MD & CEO)
Products Retail banking,
corporate banking, investment
banking, mortgage loans, private banking,
wealth management, credit cards, finance
and insurance
Revenue ₹72,385 crore (US$10 billion) (2018)]
Operating₹7,434 crore (US$1.0 billion) (2018)
income
Net income ₹6,777 crore (US$940 million) (2018)
Total assets ₹851,995 crore (US$120 billion) (2018)
Number of 81,548 (2018)
employees
Website www.icicibank.com

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 Customer Awareness of E-Banking Servicesin ICICI Bank

b) Nature of Services
ICICI Bank offers a host of products and services to its clients, which include Deposits, Loans, Cards,
Investments, Insurance, De-mat, NRI Services and Online Services etc.
Banking Services
● Account Balance
● Mini Statement
● Cheque Book Request
● Cheque Status Enquiry
● Stop Cheque Payment
● Utility Bill Payment
● Internet User id
● Mobile banking Registration

Card Services
Outstanding Balance
Details of Last Statement
Details of Last Payment
Last five Transactions
Reward Points status

De-mat Services
ISIN query
Holding statement
Transaction History
Submitting Delivery Instructions
Request for Instruction Booklet
Information on Redemption:
Information on Interest
Information on Despatch of Bonds certificates

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Insurance & Investment

● Life Insurance
● General Insurance
● Securities
● Mutual Fund
● Private Equity Practice

Fixed Deposits/Recurring Deposits Fixed Deposits

Be it saving for 7 days or a decade, you can trust ICICI Bank Fixed Deposits for attractive interest rates.
Additionally, you have the freedom to make premature withdrawals, get a loan or overdraft of up to 90%
of your FD amount; and choose monthly or quarterly payouts. Just login to m.icicibank.com and open an
fixed deposit on the go.

Recurring Deposits

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Recurring deposits are a way to manage regular payments smoothly. With a deposit of minimum Rs. 500 per month,
you can begin with a tenure of 6 months and thereafter, in multiples of 3 months. Just login to m.icicibank.com and
start your recurring deposit now.

Loans

Home Loans
Loan Against Property
Personal Loans
Car Loans
Two Wheeler Loans
Commercial Vehicle Loans
Loans Against Securities
Loan Against Gold Ornaments
Pre-approved Loans

Other Services
Loss or Replacement of card
Re-issue of ATM PIN
Standing Instructions
Complaints and suggestions
Inquire about any ICICI Bank product

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 Customer Awareness of E-Banking Servicesin ICICI Bank

c) VISION, MISSION VISION,

“To be the leading provider of financial services in India and a major global bank."

MISSION,

The first become the first choice among customers by providing world –class services. We will
leverage our people, technology, speed and financial capital to:
Be the banker of first choice for our customers by delivering high quality, world-class products and
services.
Expand the frontiers of our business globally.
Play a proactive role in the full realisation of India's potential.
Maintain a healthy financial profile and diversify our earnings across businesses and geographies.

Maintain high standards of governance and ethics.Contribute positively to the various countries and
markets in which we operate.
Create value for our stakeholders.

d) Product / service profile:

ICICI Group has always been at the forefront of developing innovative financial products, which
caters to various needs of people from all walks of life. Over the years, it has launched several financial
products that offer financial support, security and more to not just individuals, but too big and small
organisations too. ICICI Bank offers a host of products and services to its clients, which include Deposits,
Loans, Cards, Investments, Insurance, Demat, NRI Services and Online Services etc.

Banking
Personal Banking
Private Banking
Corporate Banking
Business Banking
NRI Banking

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Insurance & Investment

Life Insurance
General Insurance
Securities
Mutual Fund
Private Equity Practice

Manage Accounts

Get all your account related information on the go with m.icicibank.com

Check Account Balance
View last 5 transactions
Check credit card details
Send cheque book request
Stop cheque request
Check

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Funds Transfer

Transfer funds to own ICICI Bank account, other ICICI Bank account and non-ICICI Bank account using
NEFT service from anywhere using m.icicibank.com. Fund transfer can be done, 24 x7, even on holiday,
using IMPS service of m.icicibank.com.Transfer funds from anywhere, on the go using
m.icicibank.com.It is a secure and easy way to transfer funds to own ICICI Bank account, other ICICI
Bank account and non-ICICI Bank account using NEFT mode of fund transfer

Card less Cash Withdrawal

Card less Cash Withdrawal service is a simple and safe mode for you to send cash, 24x7, to any mobile
number in India. All you need to do is login to m.icicibank.com with your Internet Banking user ID and
password and initiate a Card less Cash Withdrawal transaction. The recipient need not have any bank
account or an ATM card, and can withdraw cash from over 10,000 ICICI Bank ATMs across India, using
the details received through SMS. Know More

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Recharge Prepaid Mobile/DTH Connection

Say good bye to running out of talk time or missing your favourite shows by recharging your prepaid
mobile and DTH connection on the go and at your own comfort with m.icicibank.com.

Pay Utility Bills

With the convenience of ICICI Bank Internet Banking on your mobile, you can pay your bills anytime,
from anywhere. Avoid long queues by registering your billers and pay all your utility bills - electricity, gas,
phone/mobile etc , on time with m.icicibank.com.
You can also schedule your payments and experience hassle free bill payments with m.icicibank.com.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Credit Card Payments

ICICI Bank Credit Card bring to you convenience coupled with absolute safety and unparalleled discounts.
In addition, we have taken a step further to provide you convenience on the go. You can now pay your
credit card bills by logging into m.icicibank.com

ICICI Bank Fixed Deposits/Recurring Deposits

Now you can open an ICICI Bank Fixed Deposit or Recurring Deposit using m.icicibank.com Save money
using just your mobile phone, from the comfort of your home.
Deposits
Savings Account
Special Savings Account
Life Plus Senior Citizens Savings Account
Fixed Deposits
Security Deposits
Recurring Deposits
Tax-Saver Fixed Deposit
Young Stars Savings Account
Child Education Plan
Bank Campus
Salary Account
Advantage Woman Savings Account
EEFC Account
Resident Foreign Currency (Domestic) Account
Privilege Banking
No Frills Account
Rural Savings Account
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 Customer Awareness of E-Banking Servicesin ICICI Bank

People's Savings Account

Self Help Group Accounts
Outward Remittance
Freedom Savings Account
Family Banking

Credit Cards
Free cards for a lifetime
Insurance benefits
Global emergency assistance service
Discounts
Utility payments
Travel discounts and a few others

ICICI Bank also offers a range of cards, each designed for a specific purpose as
follows:

Premium Card
Co-branded Card
Classic Card
Affinity Card
Picture Card
Corporate Card
EMI Card
Preferred Card
Value for Money Card
The Classic Credit Card category comprises the following:
ICICI Bank Sterling Silver Credit Card
ICICI Bank - American Express Green Credit Card
ICICI Bank Visa Mini Card
ICICI Bank Online Credit Card

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 Customer Awareness of E-Banking Servicesin ICICI Bank

ICICI Bank Investments Plans

ICICI Bank Tax Saving Bonds
Mutual Funds
Government of India Bonds
Initial Public Offers (IPO) by Corporate
Foreign Exchange Services
ICICI Bank Pure Gold
Senior Citizens Savings Scheme, 2004

Insurance Plans
Home Insurance
Health Insurance
Health Advantage Plus
Family Floater
Personal Accident
Travel Insurance
Individual Overseas Travel Insurance
Student Medical Insurance
Motor Insurance
Car Insurance
Two Wheeler Insurance
Life Insurance
ICICI Pru Lifetime Gold
ICICI Pru Life State RP

Mobile Banking
● For Deposits, customer needs to key-in his ATM or Debit Card Number and its corresponding ATM
PIN.
● For Credit Cards, customer needs to key-in his 16 digit Card Number and its corresponding ATM PIN.
● For De- mat Account Holders , customer needs to key-in his 14 Digit De-mat Account Number and its
TPIN

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 Customer Awareness of E-Banking Servicesin ICICI Bank

● For Bond Account Holders, customer needs to key in the Bond Holder Number only.
● All the above facilities are obtained absolutely free of charge.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

e) Area of operation – Global / National / Regional ICICI BANK LTD has branches
in 40 States
ANDAMAN & NICOBAR ANDAMAN & NICOBAR ANDHRA PRADESH
ISLAND
ARUNACHAL PRADESH ASSAM BIHAR
CHANDIGARH CHHATTISGARH DADRA & NAGAR
HAVELI
DAMAN & DIU DELHI GOA
GUJARAT HARYANA HIMACHAL PRADESH
JAMMU & KASHMIR JHARKHAND KARNATAKA
KERALA MADHYAPRADESH MAHARASHTRA
MANIPUR MEGHALAYA MIZORAM
NAGALAND ODISHA ORISSA
PONDICHERRY PUNE PUNJAB
RAJASTHAN SIKKIM TAMINADU
TELANGANA TRIPUR UTTAR PRADESH
UTTARAKHAND WEST BENGAL

Subsidiaries Branches International Finance

Centre
United Kingdom United States United Arab Emirates
Russia Singapore China
Canada Bahrain South Africa
Hong Kong Bangladesh
Sri-lanka Thailand
Qatar Malaysia
Dubai Indonesia

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 Customer Awareness of E-Banking Servicesin ICICI Bank

f) Organisation Structure

The ICICI Bank Chief Executive officer is Sandeep Bakshi. Under his the chairman of the board is Girish
Chaturvedi, after that the directors, Uday Chitale, Dileep Choksi , Neelam Dhawan. From that 2 directors
are from the different sub group of ICICI Bank like from ICICI Lombard, ICICI Prudential. Other
executive & non executive directors are from the other than India.

Board Members

1) Mr. Girish Chandra Chaturvedi, 2) Mr. Uday Chitale, Director, ICICI Bank Chairman
Limited

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 Customer Awareness of E-Banking Servicesin ICICI Bank

3) Mr. Dileep Choksi, ICICI Bank 4) Ms. Neelam Dhawan, Director, ICICI Bank Limited
Limited

5) Mr. Hari L. Mundra, Director, 6)Mr. Radhakrishnan Nair Director, ICICI Bank
Limited ICICIBankLimited

7) Mr. V. K. Sharma, Director, 8) Mr. Lalit Kumar Chandel, Director ICICI Bank Limited
ICICI Bank Limited

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 Customer Awareness of E-Banking Servicesin ICICI Bank

9) Mr. Sandeep Bakhshi, 10) Ms. Vishakha Mulye, Managing Director & CEO
Executive Director

11) Mr. Vijay Chandok 12) Mr. Anup Bagchi,

Executive Director Executive Director

g) Shareholding Pattern - ICICI Bank Ltd

Holder's Name No of Shares % Share Holding

Foreign Institutions 2187850315 34%

GDR 1600459545 24.87%

N Banks Mutual Funds 1203731452 18.71%

Financial Institutions 923251405 14.35%

General Public 343173029 5.33%

Others 164092088 2.55%

Central Govt 12574225 0.2%

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 Customer Awareness of E-Banking Servicesin ICICI Bank

40%
35%
30%
25%
20%
15%
10%
5%
0%

Interpretation- Out of the 100% of shares the foreign institutions have majority of shares
(34%) as compare to others like GDR, Mutual Fund, financial institutions, general public, others, central
government (0.2%) minimum shareholding.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

h) Infrastructural Facilities
ICICI bank currently has a network of 4867 branches and 14417 ATMs across India and has a presence
in 19 countries including India. ICICI Bank is one of the Big Four banks of India.

ICICI Bank Office Contact Details Phone Numbers

Head Office +91-22-33667777
Registered Office +91-265-3263701

ICICI Bank India Head Office / Corporate Office Contact Details

ICICI Bank Office Contact Details Address and Email IDs

ICICI Bank Towers, Bandera-Kurla
Head Office Address Complex,
Mumbai 400051.
Head Office Fax Number +91-22-26531122
ICICI Bank Limited, Landmark, Race
Registered Office Address Course
Circle, Vadodara 390007

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 Customer Awareness of E-Banking Servicesin ICICI Bank

ICICI Bank India Registered Office Contact Details

ICICI Bank is registered in Vadodara, Gujrat and we are sharing the full address of the registered office of
ICICI Bank.
Office Address: ICICI Bank Limited, Landmark, Race Course Circle, Vadodara 390007.
Phone Number: +91-265-3263701
ICICI BANK LTD has branches in 58 District of MAHARASHTRA State

AHMADNAGAR AKOLA AMGAON

DEVLI AMRAVATI AURANGABAD
BEED BHANDARA BID
BIDGAON BOISAR BULDHANA
CHANDRAPUR DAHIGAON DEULGAON RAJE
DHULE GADCHIROLI GADHINGLAJ
GONDIA GREATER BOMBAY GREATER MUMBAI
HINGOLI HINJAWADI INDAPUR
JALGAON JALNA KHAMGAON
KOLHAPUR LATUR MAHALGAON
MUMBAI MURSHIDABAD NAGPUR
NANDED NANDURBA NASHIK
NIPHAD OSMANABAD PARBHANI
PUNE RAIGAD RATNAGIRI
SANGAMNER SANGLI SATARA
SHAHAPUR SHINDEWADI SILLOD
SINDHUDURG SOLAPUR THANE
UMRED WAI WARDHA
WARJE WASHIM YAVATMAL
YEOLA

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 Customer Awareness of E-Banking Servicesin ICICI Bank

i) Financial conditions-

Sr.no. years Profit(incr.)

1 2014 9,810.48
2 2015 11,175.35
3 2016 9,726.29
4 2017 9,801.09
5 2018 6,777.42 +++

Explanation:- In the year of 2014 the ICICI bank profit was 9,810 ( cr) & in the year 2015 11,175.359(
cr), in 2016 profit was 9 ,726.29 (cr) , 2017 profit was 9,801.09( cr) & in the last year in 2018 profit was
6,777.42 ( cr) .
From the above table shows that the ICICI Bank highest profit in the year of 2015 that is 11,175.359( cr) &
from the year of 2016 the profit of the ICICI bank has to be declined .

2018
2017
1
2016
2015
2014

0.00 2,000.004,000.006,000.008,000.0010,000.0012,000.00

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 Customer Awareness of E-Banking Servicesin ICICI Bank

j) Achievements & awards

● 2003"The Asian Banker Excellence in Retail Financial Services Program" by the Asian Banker.
● 2004 Best Bank in India Award presented by Euro money Magazine
● 2006 Bank of the Year India by the Banker
● 2007ICICI Bank has been conferred the Euro money Award for the Best Bank in the Asia- Pacific
Region
● 2009ICICI Bank bags the "Best bank in SME financing (Private Sector)" at the Dun & Bradstreet
Banking awards
● 2010ICICI Bank won the Best Banking Security System by The Asian Banker.
● 2012ICICI Bank received the Golden Peacock Innovative Product / Service Award.
● 2013ICICI Bank has been adjudged winner at the Express IT Innovation Award under the Large
Enterprise category
● 2014According to the Brand Trust Report 2014, ICICI Bank was ranked 28th among India's most
trusted brands, a research conducted by Trust Research Advisory.
● 2015ICICI Bank won an award in the BFSI Leadership Summit & Awards in the 'Best Phone
Banking for End-users' category
● ‘Best Private Sector Bank’ under ‘Global Business’ category at the Dun & Bradstreet Banking
Awards 2015
● 2016Best Retail Bank in India’ at the Asian Banker International Excellence in Retail Financial
Services Awards 2016. ICICI Bank has won this award three years in a row.
● 2017Ms. Chanda Kocher won the ‘CEO of the Year’ award at the 2017 Asia-Pacific SABRE Awards.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

PART III Literature Review

3.1 Conceptual and theoretical review:

The banking scenario in India in the post liberalization and deregulated environment has witnessed
sweeping changes. The tremendous advances in technology and the aggressive infusion of information
technology had brought in a paradigm shift in banking operations. For the banks, technology has emerged
as strategic resource for achieving higher efficiency, control of operations, productivity and profitability.
For customers, it is the realization of their ‘Anywhere, Anytime, Anyway’ banking dream. This has
prompted the banks to Embrace technology to meet the increasing customer expectation. E-Banking
implies performing basic banking transaction by customer round the clock globally through electronic
media. Alternatively electronic banking can be defined as “delivery of bank’s services to a customer at his
office or home by using electronic technology and this has resulted in conceptualization of virtual
banking”. In traditional banking, the customer has to visit the branch of the bank in person to perform the
basic banking operations viz., account enquiry, fund transfer and cash withdrawal. The brick and mortar
structure of a bank is Essential to perform the banking functions.

On the other hand, E-Banking enables the customers to perform the basic banking transactions by
sitting at their office or at homes through PC or LAPTOP. The customers can access the bank’s website for
viewing their account details and perform the transactions on account as per their requirements. Thus,
today’s banking is no longer confined to branches. Customers are being provided with additional delivery
channels which are more convenient and are cost effective to the banks. This has resulted in shrinking of
geographical boundaries, easy reach to the clientele, reliable and secure services. The E-Banking services
include Automated Teller Machine, Plastic Card Currency, Internet Banking and Electronic Clearing
Services.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Advantages of E-banking or Internet banking

1. Convenience: Banks that offer internet banking are open for business transactions anywhere a client
might be as long as there is internet connection. Apart from periods of website maintenance, services are
available 24 hours a day and 365 days round the year. In a scenario where internet connection is
unavailable, customer services are provided round the clock via telephone.

2. Low cost banking service: E-banking helps in reducing the operational costs of banking services.
Better quality services can be ensured at low cost.

3. Higher interest rate: Lower operating cost results in higher interest rates on savings and lower rates
on mortgages and loans offers from the banks. Some banks offer high yield certificate of deposits and
don’t penalize withdrawals on certificate of deposits, opening of accounts without minimum deposits and
no minimum balance.

4. Transfer services: Online banking allows automatic funding of accounts from long established bank
accounts via electronic funds transfers.

5. Ease of monitoring: A client can monitor his/her spending via a virtual wallet through certain banks
and applications and enable payments.

6. Ease of transaction: The speed of transaction is faster relative to use of ATM’s or customary
banking.

7. Discounts: The credit cards and debit cards enables the Customers to obtain discounts from retail
outlets.

8. Quality service: E-Banking helps the bank to provide efficient, economic and quality service to the
customers. It helps the bank to create new customer and retaining the old ones successfully.

9. Any time cash facility: The customer can obtain funds at any time from ATM machines.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Disadvantages of E-banking Internet banking

1. High start-up cost: E-banking requires high initial start up cost. It includes internet installation cost,
cost of advanced hardware and software, modem, computers and cost of maintenance of all computers.

2. Security Concerns: One of the biggest disadvantages of doing e-banking is the question of security.
People worry that their bank accounts can be hacked and accessed without their knowledge or that the
funds they transfer may not reach the intended recipients.

3. Training and Maintenance: E-banking requires 24 hours supportive environment, support of

qualified staff. Bank has to spend a lot on training to its employees. Shortage of trained and qualified staff
is a major obstacle in e-banking activities.

4. Transaction problems: Face to face meeting is better in handling complex transactions and problems.
Banks may call for meetings and seek expert advice to solve issues.

5. Lack of personal contact between customer and banker: Customary banking allows creation of a
personal touch between a bank and its clients. A personal touch with a bank manager can enable the
manager to change terms in our account since he/she has some discretion in case of any personal
circumstantial change. It can include reversal of an undeserved service charge.

VARIOUS FORMS OF E-BANKING:

INTERNET BANKING:
Internet Banking helps you manage many banking transactions online via your PC.

AUTOMATED TELLER MACHINES (ATM):

An automated teller machine or automatic teller machine (ATM) is an electronic computerized
telecommunications device that allows a financial institution’s customers to directly use a secure method
of communication to access their bank accounts, order or make cash withdrawals (or cash advances using a
credit card) and check their account balances without the need for a human bank teller.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

TELE BANKING:
By dialling the given Tele banking number through a landline or a mobile from anywhere, the customer
can access his account and by following the user-friendly menu, entire banking can be done through
Interactive Voice Response (IVR) system.

SMART CARD:
A smart card usually contains an embedded 8-bit microprocessor (a kind of computer chip). The
microprocessor is under a contact pad on one side of the card. Think of the microprocessor as replacing the
usual magnetic stripe present on a credit card or debit card.
The microprocessor on the smart card is there for security. The host computer and card reader actually
“talk” to the microprocessor. The microprocessor enforces access to the data on the card. The chips in
these cards are capable of many kinds of transactions.

DEBIT CARD:
Debit cards are also known as check cards. Debit cards look like credit cards or ATM (automated teller
machine) cards, but operate like cash or a personal check. Debit cards are different from credit cards.
While a credit card is a way to “pay later,” a debit card is a way to “pay now.” When you use a debit card,
your money is quickly deducted from your checking or savings account.

E-CHEQUE:
An e-Cheque is the electronic version or representation of paper cheque.

OTHER FORMS OF ELECTRONIC BANKING

Direct Deposit Electronic Bill Payment
Electronic Check Conversion Cash Value Stored, Etc.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

3.2 Literature Review:

1) A Study on Customer Satisfaction towards Online Banking services with reference to Bangalore
city.
Mr. Lakshmi Narayana.K Mr. Sri Hari.VDr.P. Paramashivaiah (Apilr2013)
In recent years, the banking industry around the world has been undergoing a rapid transformation. The
deepening of information technology has facilitated better tracking and fulfilment of commitments,
multiple delivery channels for online customers and faster resolution of issues. But before the period of
1990, in those years there was tough competition & greater risks for banks and financial intermediaries.
But today scenario of banking sector has been changes, the customer wants to highest quality services from
banks which, if fulfilled, could result in significantly improved customer satisfaction levels. This empirical
research study mainly focuses on investigating the major factors that influence online customers’
satisfaction with the overall service quality of their banks. This study is helpful by the, bank management
not only in improving the level of satisfaction but also strengthening the bond between the banks and their
customers, thereby helping them to retain and/or expand their overall customer base.

2) E-BANKING IN INDIA - PROBLEMS AND PROSPECTS Dr. Lakshmi Bhai.P.S (2018)

Banking sector plays an important role in the development of a country. It is the lifeline of an economy. A
strong and healthy banking system is important requirement for economic growth. Indian banking industry,
today based on the IT (Information Technology) the use of IT increasing in banking sector , the banks are
adopted the new technologies and its helpful for the banks as well as customers. Now a day’s banks not
follow the traditional banking method. E- banking has improved efficiency and convenience; it has also
posed several challenges to the regulators and supervisors. Banking is a generic term encompassing
internet banking, telephone banking, and mobile Banking etc. Through E-Banking the bank wants to
introduce the core concept of IT Based services.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

PROBLEMS OF E BANKING

1) Difficulties in implementation of global technology: There is a need to have an adequate level of

infrastructure and human capacity building before the developing countries can adopt global technology
for their local requirements. In developing countries, many consumers either do not trust or do not access
to the necessary infrastructure to be able to process e-payments.

2) Confidentiality, integrity and authentication: These three are the very important features of the
banking sector and were very successfully managed all over the world before the coming of internet.
Communication across an open and thus insecure channel such as the internet might not be the best base
for bank-client relations as trust might partially be lost.

3) Customer Satisfaction: In today’s competitive world, satisfaction of customers is a major challenge

for the banking sector because customers have alternative choices in various
types of services provided by banks.

4) Availability of Personnel services: In present times, banks are to provide several services like social
banking with financial possibilities, selective up gradation, computerization an innovative mechanization,
better customer services, effective managerial culture, internal supervision and control, adequate
profitability, strong organization culture etc. Therefore, banks must be able to provide complete personnel
service to the customers who come with Expectations.

5) Competition: The nationalized banks and commercial banks have the competition from Foreign and
new private sector banks. Competition in banking sector brings various Challenges before the banks such
as product positioning, innovative ideas and channels, new Market trends, cross selling ad at managerial
and organizational part this system needs to be Manage assets and contain risk. Banks are restricting their
administrative folio by
Converting manpower into machine power i.e. banks are decreasing manual powers and getting maximum
work done through machine power. Skilled and specialized man power is to be utilized and result oriented
targeted staff will be appointed.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

6) Handling Technology: Developing or acquiring the right technology, deploying it

optimally and then leveraging it to the maximum extent is essential to achieve and maintain high service
and efficiency standards while remaining cost effective and delivering sustainable return to shareholders.
Early adopters of technology acquire significant competitive advances Managing technology is therefore, a
key challenge for the Indian banking sector.

7) Security Risk: The problem related to the security has become one of the major concerns for banks .
A large group of customers refuses to opt for e-banking facilities due to uncertainty and security concerns.
Most of internet users are not using internet banking in India because of security concerns. So it’s a big
challenge for marketers and makes consumers satisfied regarding their security concerns, which may
further increase the online banking use.
8) Privacy risk: The risk of disclosing private information & fear of identity theft is one of the major
factors that inhibit the consumers while opting for internet banking services. Most of the consumers
believe that using online banking services make them vulnerable to identity theft.
9) The Trust Factor: Trust is the biggest hurdle to online banking for most of the customers.
Conventional banking is preferred by the customers because of lack of trust on the online Security. They
have a perception that online transaction is risky due to which frauds can take place.
10) Customer Awareness: Awareness among consumers about the e-banking facilities and Procedures
are still at lower side in Indian scenario. Banks are not able to disseminate Proper information about the
use, benefits and facility of internet banking. Less awareness of new technologies and their benefits is
among one of the most ranked barrier in the Development of e-banking.
11) Less Internet Penetration in Indian Context: The internet banking channel has evolved over the
years. The knowledge and availability of internet is still a one of the biggest challenges that prevails in
Indian context. So the penetration of internet and knowledge related to internet are major hurdles.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

PROSPECTS OF E BANKING
1) Untapped Rural Markets: Contributing to 70% of the total population in India is a largely untapped
market for banking sector.
2) Multiple Channels: ATM, Local branches, Telephone/mobile banking, video banking etc.
3) Worthy Customer Service: Worthy customer services are the best brand ambassador for any bank for
growing its business.
4) Internet Banking: Anytime anywhere banking
5) Indian Customers: The growing Indian banking sector with its strong home country linkages, seek a
unique combination of Indian ethnicity and global standards that offers a valuable nice opportunities for
Indian banks. The biggest opportunity for the Indian banking sector today is the Indian costumers.

6) Increasing Internet Users & Computer Literacy: The fast increasing internet users in India can be a
very big opportunity and banking industry should en cash this opportunity to attract more internet users to
adopt internet banking services.

7) Initiatives taken by government agencies for financial literacy: Various government institutions
like RBI, SEBI, IRDA and various other market players have taken a number of initiatives on financial
education

3) The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence from the
Lebanese Banking Sector
J Hammond ( 2018)
In this study about the relationship between the dimensions of E-Banking service quality and customer
satisfaction to determine which dimension can potentially have the strongest influence on customer
satisfaction Data were gathered using a survey instrument, which was distributed among bank clients in the
Lebanese banking sector. The major findings are reliability, efficiency, and ease of use; responsiveness and
communication; and security and privacy all have a significant impact on customer satisfaction, with
reliability being the dimension with the strongest impact-Banking has become one of the essential banking
services that can, if properly implemented, increase customer satisfaction,& its beneficial to banks also.
Knowing the relative importance of service quality dimensions can help the banking industry focus on
what satisfies customers the most.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

4) Impact of E-Banking on Traditional Banking Services Shilpan Vyas

Internet banking is changing the banking industry, having the major effects on banking relationships.
Banking is now no longer confined to the branches were one has to approach the branch in person, to
withdraw cash or deposit a cheque or request a statement of accounts. In true Internet banking, any
inquiry or transaction is processed. Online without any reference to the branch (anywhere banking) at any
time. Providing Internet banking is increasingly becoming a "need to have" than a "nice to have" service.
The net banking, thus, now is more of a norm rather than an exception in many developed countries due
to the fact that it is the cheapest way of providing banking services.

5) Security Issues on Online Transaction of Digital Banking Wakil Ghori February (2017)
Digital banking system has a broad range of benefits that add value to customer’s fulfilment in term of
superior service quality, and at the same time it enables banks to add a competitive benefit over other
financial competitors. Presently, Digital banking customers only require a smart gadget with access to the
Internet to use digital banking services. Customers can access their digital banking accounts from
anywhere in the world. However, more attention given towards digital banking security is required and
needed against fake behaviour because the lack of control over security policies makes digital banking still
un trusted for many customers till now. In this paper the author shows the practical problems and security
issues related to digital banking. In this the issues like Various types of cyber attacks, fraud strategies,
hacking. and also the banks has adopt prevention methods . This research work studies security and safety
issues of online banking.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

PART IV : Research Methodology

2) Data collection

4.1 RESEARCH DESIGN

The purpose of the research Methodology is to design the research procedure. In this method it is included
that the sampling procedure, for the data collection purposes the methods to be used, analysis of the data
collection procedure.
It is important for the purpose of the study; this will help for the providing information. Which will help to
solve the problem, according to the nature of problem we find a solution of the problem.

TYPE OF RESEARCH DESIGN

Descripitive Research
A descripitive research study may be concerned with attitudes of people. In this type of design is used for
more precise investigation of particular individual situation or group. Descripitive studies aim at portraying
accurately the characteristic of particular group or situation.

4.2 TYPE OF DATA

The type of data quantitative, qualitative data is a categorical measurement expressed not in terms of
number, but rather by means of a natural language description. In statistics, it is often used interchange
ability with the categorical data.It is a descrprative research because we just want to draw a picture of our
topic. We would like to go for Quantative Methodin our research as it is a precise way.There are 2 types
of researchthe first is Qualtative Research& another Quantative Research. Quantative Research data
collected that means it shows the quantity of data through numbers. & in Qualitative Research is concerned
with the subjective assessment of attitudes, openions, behaviour.

4.3 METHOD OF DATA COLLECTION

For that project the I collected the sample of 100 people. My aim is that to find out the awareness about
various e-banking services of ICICI Bank. for that purpose I used the convenience s sampling method of
data collection. The data is collected primary as well as the secondary sources.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

PRIMARY DATA COLLECTION

Is the technique gathering data by asking questions to people who are thought to have desired information
primary data was collected from responses using a self-administrated questionnaire.

SECONDARY DATA COLLECTION:

Any data which is collected earlier for some other purpose is called as secondary data. It is ready data
available for collected by somebody else. For this project the secondary is collected from different sources.

4.4 SAMPLE SIZE

Sample size has been set up to 100 Questionnaires

4.5 SAMPLE AREA

Sample area for filling up questionnaires was Aurangabad City.

4.6 SAMPLE UNIT

Sample unit for questionnaires was restricted to age group of 18 or above

4.7 SAMPLING TECHNIQUE

For this project convenience sampling method is use.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

PART- V Data Analysis and Interpretation

Q 2 Age
Age Responses %
18-25 24 24
25-40 39 39
40-60 29 29
60& above 8 8
Total 100 100

Interpretation – From the above analysis it is found that majority of respondents for the present study is
between the age group 25-40 followed by 40-60 & 18-25. There are only 8 respondents who’s age is 60&
above.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Q.3 Gender
Option Responses %
Male 79 79
Female 21 21
Total 100 100

Interpretation- In this study majority of respondents are male respondent , the participation of male
respondents are 79% & the only 21% female respondents are participated in this study.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Q4 Occupational
Option Responses %
Business 19 19
Professional 47 47
Salaried 25 25
Other 9 9
Total 100 100

Interpretation: - It is found that the majority of respondents for the present study are professional i.e. 47%
followed by salaried and business people i.e. 25% & 19% respectively. There are only 9% respondents
from other group.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Q5 Annual income
Option Responses %
Between2-5 lakh 56 56
Between5-10 lakh 35 35
10 lakh & above 9 9

Total 100 100

Interpretation- From the above analysis it is found that majority of respondents for the present study is
56% belong to 2-5 lakh income group, 35% respondent’s covers income between 5-10 lakh. Only 9% of
respondents fall into income group of 10lakh & above.

10lakh&above

between5-10lakh

Series1
Between2-5lakh

Q5

0% 10% 20% 30% 40% 50% 60%

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 Customer Awareness of E-Banking Servicesin ICICI Bank

E- Banking service
Q 6 Are you aware E-Banking services of ICICI Bank?

Interpretation- in this study majority of respondents are aware about the Mobile banking services
provided by ICICI bank i.e. 78% and only 3% of respondents are aware about the government schemes, it
shows that the services provided by ICICI bank are aware by the respondents where as very few services
are not aware by the respondents.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Q7 Through which sources you are aware about e-banking?

Option Responses
Self –interest 43
TV/ Radio 23
Newspaper 10

Bank official 67
Peer –feedback 10
others 0

Interpretation –– The graph shows that majority of respondents are aware about the services through the
bank officials i.e. 67% , 43% of respondents are aware through their self interest and by the means of
media such as 23% of respondents through TV/ Radio, 10% of respondents through Newspaper are aware .
Only 10% of respondents are aware by peer feedback.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Q8 Frequency of using e-banking?

Option Response %
DAILY 17 17
WEEKELY 26 26
MOTHLY 20 20
RARELY 37 37
Total 100 100

Interpretation - From the above analysis it is found that majority of the respondents are rarely using e-
banking services i.e. 37% , 26% of the respondents are using e-banking on weekly basis where as 20%
respondents are using the services on monthly basis and only 17% of respondents are using the services on
daily basis..

rarely

monthly

weekly
Series1

daily

Q8

0% 10% 20% 30% 40%

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Q9 Reasons for chosen ICICI internet banking?

Option Responses
Brand name 47
Better services 41
Traditional bank a/c with the same 50
bank
others 6

Interpretation – The graph shows that majority of respondent have chosen the ICICI internet banking
because of traditional bank account with the same bank i.e. 50% whereas due to brand name and better
services the respondents have chosen the internet banking services i.e. 47% and 41% respectively and only
6% of respondents have chosen because of other facilities such as e- locker, schemes, etc.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Q10 Do you aware about ICICI Bank I –Mobile app?

Option Responses %
YES 82 82
NO 18 18
TOTAL 100 100

Interpretation– From the above analysis it is found that majority of respondents are aware about I-mobile
app i.e. 82% where as only 18% of respondents are not aware about the app.

no

yes
Series1

q10

0% 20% 40% 60% 80% 100%

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Q11 a) Enlist the various problems faced while using e-banking service?

Problem Strongly agree agree neutral disagree Strongly

disagree

Internet Security 10 80 5 3 2

Customer Trust 7 68 14 9 2

Privacy 10 70 15 3 2

Customer awareness 8 48 34 6 4

Technology up-gradation 15 40 25 9 6

Lack of appropriate software 7 49 30 9 4

Ease of access 13 45 27 9 6

Services charges are high 10 48 25 9 8

Language Problem 15 35 28 8 6

Risk 5 75 15 2 3

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Q11) b) Problem of ATM Users

Problems Strongly agree neutral disagree Strongly

agree disagree

Insufficient number of ATMs 20 35 25 10 10

Not maintaining adequate cash 10 80 7 2 1
Poor connectivity 15 40 28 12 5
Long waiting time 18 40 30 7 5
Restriction for use other cards 20 32 30 10 8

Q11) c) Problem with Mobile Banking

Problems 1 2 3 4 5
Strongly Agree neutral disagree Strongly
agree disagree

Difficult to operate 10 80 5 3 2

Language problem 20 32 30 10 8

Limited range of services 18 40 26 8 8

Less IT literacy 20 35 28 9 8

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Q12 Enlist the satisfaction level of customers while using e-banking service?

Factors Highly Satisfied Neutral Dissatisfied Highly

Satisfied Dissatisfied

Accessibility 8 58 25 5 4
Convenience 10 70 15 3 2
Design 8 75 10 6 1
Speed 15 60 18 5 2
Fees & Charges 10 80 8 1 1
Services 11 65 15 5 4
Speed of delivery 12 58 19 7 4
Content & website 15 50 25 5 5
layout
Trust 10 62 20 6 2
Data Security 14 68 13 3 2
Cheap & Fast 13 52 28 4 3
Save time 15 48 32 4 1
No need to visit bank 13 59 20 5 3
often

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 Customer Awareness of E-Banking Servicesin ICICI Bank

100

90
Accessibility
80 Convenience
DesignSpeed
70
Fees&ChargesServicess

60 ervices
SpeedofdeliveryContent
50
&websitelayoutTrust

40 Data
SecurityChea
30
p &

20 FastSavetime
Noneedtovisitbankoften
10

0
1

Interpretation

From the above analysis it is found that 90% of respondents are satisfied while using E- Banking services
about the Fees & Charges of bank. 83% of the respondents are satisfied about the Design of the e-banking
services.82% respondents are satisfied about the Data Security provided by bank. 80% of respondents are
satisfied about the Convenience of the banking services provided by bank. 76% of respondents are satisfied
Services provided by bank. 75% of respondents are satisfied Speed of the internet. . 72% of respondents
are satisfied about trust on the bank. . 70% of respondents are satisfied about Speed of delivery factor. .
66% of the respondents are satisfied about Accessibility. 65% of respondents are satisfied about Content &
website layout of bank and Cheap & Fast services of the bank. 63% of respondents are satisfied about save
time of bank.

Conclusion – The major factors which contribute towards customer satisfaction while using e- banking
services are, Fees & Charges of bank, Design, Data Security provided by bank. , and convenience factors.
.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

4.2 Hypothesis Testing

Hypothesis- Ho - Internet security is not the major problem faced by the customers while using e-banking
services.
H1- Internet security is the major problem faced by customers while using e-banking services. The test
used is z test for proportions.
Test statistics:

^
p− p
Z= 0
p(1p)
0 0
n ^
Here p = sample proportion, = hypothetical value = 50% = 0.50, n
0
= sample size = 100

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 Customer Awareness of E-Banking Servicesin ICICI Bank

The numerous factors having impact of e-banking are listed below.

Problem Frequency Proportion Z statistic P- value Significan

of ce
response
‘Increased
’
Internet 90 0.90 8 .00001 significant
Security
Customer 75 0.75 5 .00001 significant
Trust
Privacy 80 0.80 6 .00001 significant
Customer 56 0.56 1.2 11507 Non
awareness significant
Technolo 55 0.55 1 1.58655 Non
gy up- significant
gradation
Lack 56 0.56 1.2 11507 Not
significant
Ease 58 0.58 1.6 0.54799 Not
access significant
Service 58 0.58 1.6 0.54799 Non
charges significant
high
Language 50 0.50 0 0 Non
Problem significant
Risk 80 0.80 6 .00001 Significant

Since p value is less than 0.05 for problem of Internet security, Customer Trust, Privacy. The null
hypothesis can be rejected for these factors.
Hence the hypothesis 1 is accepted.

H0 – Not maintaining adequate cash is not the major problem faced by ATM users while using e-banking
services.

H1- Not maintaining adequate cash is the major problem faced by ATM users while using e- banking
services.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Problem Frequency of Proportion Z statistic P- value Significance

response
‘Increased’
Insufficient 55 0.55 1 158655 Non
Significant
number of
ATMs
Not 90 0.90 8 0.00001 Significant
maintaining
adequate
cash
Poor 55 0.55 0.05 158655 Non
Significant
connectivity
Long 58 0.58 1.6 054799 Non
Significant
waiting time
Restriction 52 0.52 0.4 344578 Non
Significant
for use other
cards

If p value < 0.05, the level of significance; the null hypothesis is rejected. Since p value is less than 0.05
for problem of not maintaining adequate cash. Null hypothesis can be rejected for these problem.
Hence the hypothesis 1 is accepted.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

H0 - Difficult to operate mobile banking is not the major problem faced by customers while using e-
banking services.
H1 - Difficult to operate mobile banking is the major problem faced by customers while using e-banking
services.

Problem Frequency Proportion Z statistic P- value Significance

of response
‘Increased’
Difficult 90 0.90 8 .00001 Significant
to operate
Language 52 0.52 0.4 344578 Non
Significant
problem
Limited 58 0.58 1.6 0.54799 Non
Significant
range of
services
Less IT 55 0.55 0.05 158655 Non
Significant
literacy

If p value < 0.05, the level of significance; the null hypothesis is rejected.
Since p value is less than 0.05 for problem of Difficult to operate mobile banking. Null hypothesis can be
rejected for these problems.
Hence the hypothesis 1 is accepted.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Findings –

1) The above analysis respondents are aware about the mobile / short messaging services & only 3% are
aware about government schemes provided by ICICI Bank.
2) The bank helps to the customers to increase awareness and only 10% customers are aware through
news paper advertisement about the e-banking services facility.
3) The ICICI Bank customers faced the problem of Internet Security at the time of using e- banking
services or e-banking facility.
4) ATM users faced the problem of not maintaining adequate cash while using the e-banking services.
5) Difficult to operate mobile banking is the major problem faced by the ICICI Bank customers.
6) The banks customers are satisfied about the fees & charges levied by bank on the transactions, at the
time of using e-banking services.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Suggestions -

1) Bank has to organise campaign on the awareness of the government schemes provided by them to the
customers.
2) Newspaper advertisement should be conducted by banks that will helps to all other customers are
aware about this source.
3) Internet security is the major problem while operating e- banking services by ICICI bank Customers
therefore the bank should strengthen its e-banking services and customers should also take sum of the
preventive steps like do not share the one time password (OTP), Card number, expiry date, password with
anyone.
4) The bank has to maintain cash in the ATM machines & customers carrying the card but they are not
carrying the cash in their pocket.
5) Bank has to organise seminars for the people for making aware about the mobile banking facility.
6) The banks are levied charges but before that they informed the customers through the messages that
amount has debited from the account.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Bibliography

1. Mr. Lakshmi Narayana.K Mr. Sri Hari.VDr.P. Paramashivaiah (Apilr2013) A Study on Customer
Satisfaction towards Online Banking services with reference to Bangalore city. Acme Intellects
International Journal of Research in Management
2. J Hammond (2018) First Published July 27, 2018 The Impact of E-Banking Service Quality on
Customer Satisfaction: Evidence from the Lebanese Banking Sector
3. Dr. Lakshmi Bhai.P.S (2018) published international journal of current engineering and scientific e-
banking in India - problems and prospects.
4. Shilpan Vyas Impact of E-Banking on Traditional Banking Services
5. Wakil Ghori February (2017) Security Issues on Online Transaction of Digital Banking International
Journal of Scientific Research in Review Paper.

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Websites:

⮚ History of banking industry, https://en.wikipedia.org/wiki/Banking_in_India

⮚ Growth of banking sector, https:// www. ibef.org / industry /banking –india.aspx

⮚ background & inception of ICICI Bank, https://en.wikipedia.org/wiki/ICICI_Bank

⮚ product/service profile, https//en.m.wikipedia.org & https://www.icicibank.com

⮚ Share holding pattern , https://www.moneycontrol.com

⮚ Awards & achievements , https//en.m.wikipedia.org & https://www.icicibank.com

⮚ Financial conditions , https://www.moneycontrol.com

⮚ Advantages & Disadvantages https://freebcomnotes.blogspot.com/2017/02/e-baking- internet-

banking-meaning.html

⮚ types of e –banking services https://www.ukessays.com/essays/information-

technology/the-various-forms-of-e-banking-information-technology-essay.php

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 Customer Awareness of E-Banking Servicesin ICICI Bank

Annexure Questionnaire
Title - “Customer Awareness of E-banking Services in ICICI Bank
Aurangabad.”
1) Name 2) Age a) 18-25 b) 25-45 c)
45-60- d) 60 & above
3) Gender a) Male b) Female

4) Occupational a) Business b) Services c) Professional d) Others

5) Annual income
a) Between 2Lakh – 5 Lakh b) between 5 Lakh -10Lakh c) 10Lakh& above
E- Banking service
6) Are you aware E-Banking services of ICICI Bank? (Please kindly tick (✔) of the
appropriate answer)
Services Awareness
Fund Transfer □
Credit Card □
Pay Bills □
Recharge □
Deposits □
Check Transaction Status □
Apply for government Schemes □
Investment □
Insurance □
Tax Payment □
Manage loan account □
E- locker □
Register for Digital Signature □
Certificate
I-mobile app □
Mobile banking / Sms banking □
Electronic alert ( e-mail) □
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 Customer Awareness of E-Banking Servicesin ICICI Bank

Card to card fund transfer □

Open FD □
Lock / activate debit card / ATM □
Request a cheque book / stop payment □
Shopping □
Ticket booking □

Transportation booking □

7) Through which sources you are aware about e-banking? (Please kindly tick (✔) any of
the appropriate answer)
a) Self –interest b) TV/ Radio c) Newspaper
d) Bank official e) Peer –feedback f) others
8) Frequency of using e-banking?
(Please kindly tick (✔) any of the appropriate answer)
a) Daily b) Weekly c) Monthly d) Rarely
9) Reasons for chosen ICICI internet banking?
a) Brand name b) Better services
c) Traditional bank a/c with the same bank d) others
10) Do you aware about ICICI Bank I –Mobile app?
a) Yes b) No

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 Customer Awareness of E-Banking Servicesin ICICI Bank

11) a) Enlist the various problems faced while using e-banking service? (Please kindly tick
(✔) )any of the appropriate scale)

Problem 1 2 3 4 5
Strongly agree neutral disagree Strongly
agree disagree

Internet Security
Customer Trust
Privacy
Customer awareness
Technology up-gradation
Lack of appropriate software
Ease of access
Services charges are high
Language Problem
Risk

11) b) Problem of ATM Users

Problems 1 Strongly 2 3 4 disagree 5

Strongly
agree agree neutral
disagree

Insufficient number of
ATMs
Not maintaining adequate
cash
Poor connectivity
Long waiting time
Restriction for use other
cards
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 Customer Awareness of E-Banking Servicesin ICICI Bank

11) c) Problem with Mobile Banking

Problems 1 2 3 4 5
Strongly Agree neutral disagree Strongly
agree disagree
Difficult to operate
Language problem
Limited range of
services
Less IT literacy

12) Enlist the satisfaction level of customers while using e-banking service? (Please kindly
tick (✔) any of the appropriate scale
Factors 1 2 3 4 5
Highly Satisfied Neutral Dissatisfied Highly
Satisfied Dissatised
Accessibility
Convenience
Design
Speed
Fees & Charges
Services
Speed of delivery
Content & website
layout
Trust
Data Security
Cheap & Fast
Save time
No need to visit bank
often
82