COMPARATIVE STUDY ON

AWARENESS OF E-BANKING

AMONG THE

CUSTOMERS OF ICICI BANK AND HDFC BANK

(A STUDY IN THE BRANCH OF HDFC AND ICICI BANK OF MANDI

GOBINDGARH)

A project report submitted to Panjab University, Chandigarh in the partial

fulfillment for the award of the degree of

BACHELOR BUSINESS ADMINISTRATION

(Session:2010-2011)

Under the guidance of: Submitted By:

Prof. Rishikesh Maurya Vishu Goyal

(Dept. of Business Administration) B.B.A. Final year

Class roll no. 1610

Uni. roll no.:18908000212

GOBINDGARH PUBLIC COLLEGE

ALOUR, KHANNA

1

Declaration

I studying in Gobindgarh public college, Alour (khanna), Affiliated to Panjab

University, Chandigarh do hereby declare that this project report related to entitle

to E-banking has been prepared by me. After complete my dissertation in the same

as a part of requirement of the BBA3rd programme of Panjab University

Chandigarh (2010-11).

VISHU GOYAL

18908000212

2

Certificate

This is to certify that project, entitled “E-Banking” has submitted to the Panjab

University, Chandigarh in the partial fulfillment of the requirement of B.B.A3rd, is

a bonafied research work, carried out by Vishu Goyal. Pupin 18908000212, under

my supervision and that no part of his project report has been submitted for any

other degree.

The assistance and help receiving during the course of investigation has fully

acknowledged.

SIGNATURE:

RISHIKESH MAURYA

(Dept. of Business Administration)

3

Acknowledgement

I would like to express my gratitude to all those who gave me the possibility to

complete this project.

I would thankful to Prof. Rishikesh Mauraya to continuous guidance.

In the end, I express our gratitude to my friends & family who inspired me in this

work without their inspirations the work was almost impossible.

VISHU GOYAL

B.B.A. Final year

4

Contents

Declaration

Certificate

Acknowledgement

Executive summary

Page No.

(1)Introduction 9-18

(2)Company profile 19-26

(3)Objectives of study 27-28

(4)Scope of study 29-30

(5)Research methodology 31-33

(6) Limitations of study 34-35

(7)Data analysis 36-53

(9)Conclusion 54-56

(10)Suggestions 57-58

References 59-60

Annexure 61-62

5

Executive summary

The project report on:

“ Awareness of E-banking among the customers of HDFC Bank & ICICI Bank ”

Project carried at:

ICICI & HDFC

Project objectives:

To study the awareness of E-banking among the customers of ICICI and

HDFC banks.

To study the mostly used services of E-Banking by the customers of HDFC

and ICICI bank.

Research methodology:

SAMPLING UNITS

The survey method of marketing research was adopted in this project. A

Questionnaire was prepared. Respondents were taken from various places of

Mandi Gobindgarh. The main stress of the survey was on the customers of HDFC

bank and ICICI bank operating in Mandi Gobindgarh.

SAMPLE SIZE

A sample size of 60 customers was considered of various age groups-youngsters,

middle-aged & old-aged.

6

SAMPLING TECHNIQUE

In this study, convenience sampling technique was used.

RESEARCH PLAN

Research Planning is the process of developing the most efficient plan for

gathering the needed information.

DATA SOURCE

The major source of data is Primary and Secondary data.

PRIMARY DATA

Primary data is the data, which is collected afresh and for the first time, and thus

happen to be original in character. Primary data has been collected with the help of

questionnaires, which were filled by personally visiting the customers of banks.

SECONADRY DATA

Secondary data is the data which have already been collected by someone else and

which have already been passed through the statistical process. The secondary data

was gathered from the literature published by the company and websites.

Analyzing the information

The information collected from the survey was analyzed by using statistical, and

data interpretation technique. The analysis technique used in the study is:

Graphics and table

7

Research Design

Research design specifies the procedure for conducting and controlling the

research projects.

Type of Research

The research is descriptive in nature. A descriptive Research is one in which state

of affair is described as it exists at present. The researcher has no control over the

variables.

Conclusion:

The basic objective of my research was to analyze the awareness among

customers for E-banking. It gives direction to research tools, research types

and techniques. Although the findings reveal that people know about the

services but still many people are unaware and many of them are non-users

so the bank should through promotion try to retain the customers. Banks

should look other financial institutions to increase the service base.

8

INTRODUCTION

9

INTRODUCTION

INTRODUCTION OF BANKING

Banking has come to occupy a vital position in a nation economy. In today’s

world, banking is a business that not only deals with borrowing, lending and

remittances of funds, but it is also an important instrument for fostering economic

growth. It is for this reason that commercial banks are considered the lifeblood of

today’s economic system. A well-planned, organized, efficient and viable banking

system is a necessary concomitant of economic and social infrastructure. In every

economy, the vital processes of production and consumption are significantly

affected by the aggregate money supply consisting of currency as well as demand

time deposits with banks. Banks have an important role to play in increasing the

nations saving rate, channelizing the available savings into high investment

priorities for fostering the process of capital formation, promoting entrepreneurial

activities and accelerating employment by better utilization of resources.

HISTORICAL ANALYSIS OF BANKING INSTITUTION

Banking is as old as civilization itself. Reports reveal that long before 2500 BC,

the babylonians had developed a complex system of lending and borrowing, and

holding money on deposit. In other parts of ancient world, financial and banking

systems were developed as men found a need for a standard of value that would

take place of cattle, grains, cloth, weapons or other things which they once used to

10

barter or exchange. At first bones, shells, stones, feathers, and crude metals were

used as money. Slowly and slowly copper, silver and gold coins replaced these and

when men began wealth, they wanted a safe place to store their money. People

thought of temples as the safest place. However, the priests were not only the

bankers. About the year 605 BC the egibi family in Babylon carried on a banking

business that evidently thrived. The Chinese had invented paper cheques paper

money hundreds of years before they were used in the western world.

The Romans developed an advanced banking system that included for transferring

accounts, making loans, charging fees, uniting cheques for withdrawal of funds

and for various services. These banking activities were in operation through the 3 rd

century AD, with the fall of Rome all financial dealings ended.

Banks were re-established in Italy during the thirteenth and fourteenth centuries

and grew quickly in importance and size as Italians again became world wide

traders. It was from this period that the word ‘bank’ came. Money changers carried

on their business in the public squares, sitting behind portable benches on which

they displayed their coins. The word bancho (bench) symbolized the business and

was carried over into the Italian word banca french noun banque.

With the revival of trade between Italy and other parts of the known words, banks

sprang up elsewhere and intricate banking systems gradually evolved. Soon both

family and national banks prospered throughout Europe and played an important

role in Europe’s growth during the eighteenth and nineteenth centuries.

DEVELOPMENT OF AUTOMATION IN BANKING

Over the last 15 years, the computer or more generally, Electronic Data Processing

(EDP), has become an accepted tool in many organizations and has had a

11

considerable impact on the organizational environment and its members. Still, EDP

developments within the banking industry were, until the mid-1960’s, confined

mainly to the large banks with deposits of over $ 100 million. In total, the study

anticipated that between1967-71 at least 3200 additional banks will start to use

computers, bringing the total to 55 percent of all commercial banks and accounting

for over 90 percent of total deposits.

There are several reasons why small to medium –sized banks were slow in

adopting the use of computers. In the beginning the main obstacle was the

hardware computer itself.

In addition to the lack of equipment, there existed almost a complete lack of

knowledge about what the computer could and should do for the banks. The larger

banks could afford to hire special staffs to plan and execute the introduction of

EDP into the organization and to develop the software needed for the operation.

Electronic banking

It is an umbrella term for the process by which a customer may perform banking

transactions electronically without visiting a brick-and-mortar institution. The

following terms all refer to one form or another of electronic banking: personal

computer (PC) banking, Internet banking, virtual banking, online banking, home

banking, remote electronic banking, and phone banking. PC banking and Internet

or online banking is the most frequently used designations. It should be noted,

however, that the terms used to describe the various types of electronic banking are

often used interchangeably.

12

PC Banking

PC banking is a form of online banking that enables customers to execute bank

transactions from a PC via a modem. In most PC banking ventures, the bank offers

the customer a proprietary financial software program that allows the customer to

perform financial transactions from his or her home computer. The customer then

dials into the bank with his or her modem, downloads data, and runs the programs

that are resident on the customer's computer. Currently, many banks offer PC

banking systems that allow customers to obtain account balances and credit card

statements, pay bills, and transfer funds between accounts.

I-Banking

Internet banking, sometimes called online banking, is an outgrowth of PC banking.

Internet banking uses the Internet as the delivery channel by which to conduct

banking activity, for example, transferring funds, paying bills, viewing checking

and savings account balances, paying mortgages, and purchasing financial

instruments and certificates of deposit. An Internet banking customer accesses his

or her accounts from browser- software that runs Internet banking programs

resident on the bank's World Wide Web server, not on the user's PC. Net Banker

defines a “true Internet bank" as one that provides account balances and some

transactional capabilities to retail customers over the World Wide Web. Internet

banks are also known as virtual, cyber, net, interactive, or web banks.

13

To date, more banks have established an advertising presence on the Internet-

primarily in the form of informational or interactive web sites-than have created

transactional web sites. However, a number of Banks that do not yet offer

transactional Internet banking services have indicated on their web sites that they

will offer such banking activities in the future.

Internet banks generally have lower operational and transactional costs than do

traditional brick-and-mortar banks; they are often able to offer low-cost checking

and high-yield Certificates of deposit. Internet banking is not limited to a physical

site; some Internet banks exist without physical branches, for example, Telebank

(Arlington, Virginia) and Banknet (UK). Further, in some cases, web banks are not

restricted to conducting transactions within national borders and have the ability to

make transactions involving large amounts of assets instantaneously. According to

industry analysts, electronic banking provides a variety of attractive possibilities

for remote account access, including:

Availability of inquiry and transaction services around the clock;

Worldwide connectivity;

Easy access to transaction data, both recent and historical; and

"Direct customer control of international movement of funds without

intermediation of financial institutions in customer's jurisdiction."

Definition of E-Banking

14

E-banking is defined as the automated delivery of new and traditional banking

products and services directly to customers through electronic, interactive

communication channels. E-banking includes the systems that enable financial

institution customers, individuals or businesses, to access accounts, transact

business, or obtain information on financial products and services through a public

or private network, including the Internet.

Customers access e-banking services using an intelligent electronic device, such as

a personal computer (PC), personal digital assistant (PDA), automated teller

machine (ATM), kiosk, or Touch Tone telephone. While the risks and controls are

similar for the various e-banking access channels, this booklet focuses specifically

on Internet-based services due to the Internet's widely accessible public network.

Accordingly, this booklet begins with a discussion of the two primary types of

Internet websites: informational and transactional.

E-Banking Support Services

In addition to traditional banking products and services, financial institutions can

provide a variety of services that have been designed or adapted to support e-

commerce. Management should understand these services and the risks they pose

to the institution. This section discusses some of the most common support

services: web linking, account aggregation, electronic authentication, website

hosting, payments for e-commerce, and wireless banking activities

Web Linking

A large number of financial institutions maintain sites on the World Wide Web.

Some websites are strictly informational, while others also offer customers the

15

ability to perform financial transactions, such as paying bills or transferring funds

between accounts.

Virtually every website contains "web links." A web link is a word, phrase, or

image on a webpage that contains coding that will transport the viewer to a

different part of the website or a completely different website by just clicking the

mouse. While web links are a convenient and accepted tool in website design, their

use can present certain risks. Generally, the primary risk posed by web linking is

that viewers can become confused about whose website they are viewing and who

is responsible for the information, products, and services available through that

website. There are a variety of risk management techniques institutions should

consider using to mitigate these risks. These risk management techniques are for

those institutions that develop and maintain their own websites, as well as

institutions that use third-party service providers for this function. The agencies

have issued guidance on web linking that provides details on risks and risk

management techniques financial institutions should consider

Person-to-Person Payments

Electronic person-to-person payments, also known as e-mail money, permit

consumers to send "money" to any person or business with an e-mail address.

Under this scenario, a consumer electronically instructs the person-to-person

payment service to transfer funds to another individual. The payment service then

sends an e-mail notifying the individual that the funds are available and informs

him or her of the methods available to access the funds including requesting a

check, transferring the funds to an account at an insured financial institution, or

retransmitting the funds to someone else. Person-to-person payments are typically

funded by credit card charges or by an ACH transfer from the consumer's account

16

at a financial institution. Since neither the payee nor the payer in the transaction

has to have an account with the payment service, such services may be offered by

an insured financial institution, but are frequently offered by other businesses as

well.

Wireless E-Banking

Wireless banking is a delivery channel that can extend the reach and enhance the

convenience of Internet banking products and services. Wireless banking occurs

when customers access a financial institution's network(s) using cellular phones,

pagers, and personal digital assistants (or similar devices) through

telecommunication companies' wireless networks. Wireless banking services in the

United States typically supplement a financial institution's e-banking products and

services.

Today banking services can be delivered through following modes:-

1. Internet Banking, Web Banking, PC Banking and e-Banking

Popularity of PC and easy access to internet and World Wide Web (www) has

facilitated banks to use internet as a delivery channel and receiving instructions. 

Today all private banks and most of the nationalized banks are offering web based

banking services. It is this form of banking that is generally referred as Internet

Banking.

2. Phone Banking / Mobile Banking (M - Banking)

17

There has been a rapid advancement and acceptance of mobile services in India.  

Penetration rate of mobiles and landlines have increased considerably.  Banks have

lapped up these opportunities and are offering mobile banking.  Account status can

be enquired just by a SMS (Short Message Service).

3. Plastic Money – ATM card, Credit card, Debit Card etc. 

Banks have installed ATM that is connected via V-SAT.  The customer can

perform following operation through ATM – cash withdrawal, balance enquiry,

mini statement of previous transactions (last 5 to 10 transactions), order cherub

books, deposit cash and obtain product information.  Nowadays banks are offering

value added services too, through ATMs.

Punjab National Bank (PNB) is offering recharge of prepaid mobile card.  Often

these banks tie with other banks to use their ATM like:-

* HDFC and SBI;

* PNB, UTI and Global Trust Bank.

In this manner, the banks increase their 'Point of Cash Delivery'.   Apart from this

credit, debit card have are becoming preferred medium of payment.  Thus

technology has created various delivery channels for bank customers.

18

COMPANY PROFILE

19

ICICI Bank

ICICI Bank Industrial Credit and Investment Corporation of India was originally

promoted in 1994 by ICICI Limited, an Indian financial institution, and was its

wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was reduced to 46%

through a public offering of shares in India in fiscal 1998, an equity offering in the

form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank

of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary

market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002.

ICICI was formed in 1955 at the initiative of the World Bank, the Government of

India and representatives of Indian industry. The principal objective was to create a

development financial institution for providing medium-term and long-term project

financing to Indian businesses. In the 1990s, ICICI transformed its business from a

development financial institution offering only project finance to a diversified

financial services group offering a wide variety of products and services, both

directly and through a number of subsidiaries and affiliates like ICICI Bank. In

1999, ICICI become the first Indian company and the first bank or financial

institution from non-Japan Asia to be listed on the NYSE.

ICICI Bank is India's second-largest bank with total assets of Rs. 3,634.00 billion

(US$ 81 billion) at March 31, 2010 and profit after tax Rs. 40.25 billion (US$ 896

million) for the year ended March 31, 2010. The Bank has a network of 2,528

branches and 6,000 ATMs in India, and has a presence in 19 countries, including

20

India.

ICICI Bank offers a wide range of banking products and financial services to

corporate and retail customers through a variety of delivery channels and through

its specialized subsidiaries in the areas of investment banking, life and non-life

insurance, venture capital and asset management.

The Bank currently has subsidiaries in the United Kingdom, Russia and Canada,

branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and

Dubai International Finance Centre and representative offices in United Arab

Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. Our

UK subsidiary has established branches in Belgium and Germany.

ICICI Bank's equity shares are listed in India on Bombay Stock Exchange and the

National Stock Exchange of India Limited and its American Depositary Receipts

(ADRs) are listed on the New York Stock Exchange (NYSE).

Measures for security when using internet banking:

ICICI Bank uses the sophisticated multi layered architecture with digital

certification from Verisign and 128 bit encryption facility to ensure security of

your online transactions and confidentiality of your data. However the following

information is provided as a guide to assist you in protecting the information on

your computer. It is not an exhaustive list and is intended for information purposes

only.

21

You need to enter your Internet Banking User id and password each time

you access your internet banking account. Since your access is protected by

this password it is very important that you protect your password, by making

it known ONLY to you.

The system prompts you to change the password on first time login. We

recommend that you change both login and transaction password.

Your password should be at least 8 characters long. Passwords are case

sensitive.

Do not use your date of birth, telephone number, address, your name or the

name of a friend or relative in your password.

Your internet banking account is locked in case you enter wrong user id and

password 3 times.

Passwords are case sensitive.

Change your password regularly.

Ensure that you are not observed while entering the password.

Never leave your computer unattended while you are logged in to ICICI

Bank.com

Always logoff from Internet Banking upon completion of your session. Use

the Logout button for closing the session. It is preferable not to shut the

window to log off.

Disable the option on browsers for storing user names and passwords. You

can refer to the help section available on your browser for instructions

22

Online services offered by ICICI Bank:

No need of walking up to the bank branch, every time you need to do your

banking. As you can do a lot of it online. From paying your bills to transferring

funds, booking your rail/air tickets, shopping, sending a money order and doing

lots more like:

Quick pay

Online tax calculation

Prepaid mobile recharge

Online loans & credit cards

Account to card fund transfer

Receive funds

23

HDFC Bank

HDFC Bank Ltd. (BSE: 500180, NYSE: HDB) is a major Indian financial services

company based in India, incorporated in August 1994, after the Reserve Bank of

India allowed establishing private sector banks. The Bank was promoted by the

Housing Development Finance Corporation, a premier housing finance company

(set up in 1977) of India. HDFC Bank has 1,725 branches and over 4,232 ATMs,

in 779 cities in India, and all branches of the bank are linked on an online real-time

basis. As of 30 September 2008 the bank had total assets of Rs.1006.82 billion. For

the fiscal year 2008-09, the bank has reported net profit of 2,244.9 crore

(US$498.37 million), up 41% from the previous fiscal. Total annual earnings of the

bank increased by 58% reaching at 19,622.8 crore (US$4.36 billion) in 2008-09.

HDFC Bank was incorporated in 1994 by Housing Development Finance

Corporation Limited (HDFC), India's largest housing finance company. It was

among the first companies to receive an 'in principle' approval from the Reserve

Bank of India (RBI) to set up a bank in the private sector. The Bank started

operations as a scheduled commercial bank in January 1995 under the RBI's

liberalization policies.

Times Bank Limited (owned by Bennett, Coleman & Co. / Times Group) was

merged with HDFC Bank Ltd., in 2000. This was the first merger of two private

banks in India. Shareholders of Times Bank received 1 share of HDFC Bank for

every 5.75 shares of Times Bank.

24

Net Banking is HDFC Bank's Internet banking service. Providing up-to-the-second

account information, Net Banking lets you manage your account from the comfort

of your mouse - anytime, anywhere.

Measures for security when using internet banking:

You should log-out from the Net Banking when leaving your PC.

Always change your password continuously, choose "strong" 6 to 8 digit

passwords (alphanumeric) and change them regularly; avoid obvious passwords

(names of family members, pets, favorite musician etc), and don't tell anyone else

your passwords.

You should not write a password down on any paper which may be easily

accessible to anyone.

Put in a power-on password in your machine so that nobody else can switch on

your machine.

Have a screensaver password so that when you are away from your workstation

nobody else can access it.

If you think someone knows your password go online and change it immediately

If you are using the Internet in a public place (e.g. a Cyber Cafe) does not leave the

PC unattended, and ensure that no-one is watching what you type

Logoff from Net Banking upon completion of your session. Use the Log-out button

to Log out so that the session closes and don't shut the window to Log off. This

will prevent the viewing of previous pages of your online session via your PC.

25

You should consider running a Personal Firewall, which will prevent unauthorized

persons from accessing your computer and guard against the introduction of

malicious programs onto your PC

Online services provided by HDFC Bank:

o View Account Balances & Statements

o Transfer Funds between accounts

o Create Fixed Deposits Online

o Request a Demand Draft

o Pay Bills

o Order a Cheque Book

o Request Stop Payment on a Cheque

26

Objectives of the study

27

Objectives of the study

To study the awareness of E-banking banking among the customers of

HDFC and ICICI bank.

To study the mostly used services of E-Banking by the customers of

HDFC and ICICI bank.

28

Scope of study

29

Scope of study

The project is based on the awareness of E-Banking among the customers of

HDFC bank and ICICI bank. It includes the customer behavior and preferences

towards the E-Banking in the Mandi Gobindgarh. The current project also covers

the analysis of the dissatisfaction among the different customers towards E-

banking. So the scope of the study is limited to the Mandi Gobindgarh only. The

current project also covers the study of awareness level of the people about the E-

Banking in Mandi Gobindgarh.

30

Research Methodology

31

Research Methodology

SAMPLING UNITS

The survey method of marketing research was adopted in this project. A

Questionnaire was prepared. Respondents were taken from various places of

Mandi Gobindgarh. The main stress of the survey was on the customers of HDFC

bank and ICICI bank operating in Mandi Gobindgarh.

SAMPLE SIZE

A sample size of 60 customers was considered of various age groups-youngsters,

middle-aged & old-aged.

SAMPLING TECHNIQUE

In this study, convenience sampling technique was used.

RESEARCH PLAN

Research Planning is the process of developing the most efficient plan for

gathering the needed information.

DATA SOURCE

The major source of data is Primary and Secondary data.

PRIMARY DATA

Primary data is the data, which is collected afresh and for the first time, and thus

happen to be original in character. Primary data has been collected with the help of

questionnaires, which were filled by personally visiting the customers of banks.

32

SECONADRY DATA

Secondary data is the data which have already been collected by someone else and

which have already been passed through the statistical process. The secondary data

was gathered from the literature published by the company and websites.

Analyzing the information

The information collected from the survey was analyzed by using statistical, and

data interpretation technique. The analysis technique used in the study is:

Graphics and table

Research Design

Research design specifies the procedure for conducting and controlling the

research projects.

Type of Research

The research is descriptive in nature. A descriptive Research is one in which state

of affair is described as it exists at present. The researcher has no control over the

variables.

33

Limitations of the study

34

Limitations of the study

The study is subjected to certain limitations. Even thought care has been taken in

collection, classification and analysis of data, the following limitation were noticed

:-

TIME LIMITATION FACTOR: Due to the lack of time it was not possible

to cover areas.

RESPONDENTS INTEREST: Respondent are not interested in giving

relevant information this was a major limitation of study.

COLLECTION OF DATA: Collection of data from the Mandi Gobindgarh

only.

35

Data Analysis

36

Data Analysis

(A) On the basis of Age Groups:

(1)No. of customers aware about E-banking

HDFC Bank

Age groups No. of person (30 persons)

Yes No

20-40 6 4

40-60 18 2

Above 60 - -

20-40 40-60 Above 600

2

4

6

8

10

12

14

16

18

20

YesNo

37

ICICI Bank

Age Groups No. of Persons (30persons)

Yes No

20-40 10 2

40-60 6 8

Above 60 2 2

20-40 40-60 Above 600

2

4

6

8

10

12

Yes No

38

(2)No. of customers use E-banking

HDFC Bank

Age Groups No. of persons (30 persons)

Yes No

20-40 6 4

40-60 20 0

Above 60 0 0

20-40 40-60 Aove 600

5

10

15

20

25

YesNo

39

ICICI Bank

Age Groups No. of persons (30 persons)

Yes No

20-40 10 2

40-60 6 8

Above 60 2 2

20-40 40-60 Above 600

2

4

6

8

10

12

YesNo

40

(3) No. of persons using Internet Banking

Age Groups No. of persons (60persons)

HDFC ICICI

20-40 6 4

40-60 18 2

Above 60 0 2

20-40 40-60 Above 600

2

4

6

8

10

12

14

16

18

20

HDFCICICI

41

(4) No. of persons using SMS Banking

Age Groups No. of persons (60persons)

HDFC ICICI

20-40 0 8

40-60 10 4

Above 60 0 2

20-40 40-60 Above 600

2

4

6

8

10

12

HDFCICICI

42

(5) No. of persons using Mobile Banking

Age Groups No. of persons (60persons)

HDFC ICICI

20-40 0 4

40-60 4 0

Above 60 0 2

20-40 40-60 Above 600

0.5

1

1.5

2

2.5

3

3.5

4

4.5

HDFCICICI

43

(6) No. of persons using all

Age Groups No. of persons (60persons)

HDFC ICICI

20-40 0 2

40-60 4 0

Above 60 0 0

20-40 40-60 Above 600

0.5

1

1.5

2

2.5

3

3.5

4

4.5

HDFCICICI

44

(B)On the basis of Sex:

(1)No. of customers aware about E-Banking

HDFC Bank

Sex No. of persons (30 persons)

Yes No

Male 22 2

Female 2 4

45

Male Female0

5

10

15

20

25

NoYes

ICICI Bank

Sex No. of persons (30 persons)

Yes No

Male 16 10

Female 4 0

46

Male Female0

5

10

15

20

25

30

NoYes

(2)No. of customers use E-banking

HDFC Bank

Sex No. of persons (30 persons)

Yes No

47

Male 22 2

Female 2 4

Male Female0

5

10

15

20

25

NoYes

ICICI Bank

Sex No. of persons (30 persons)

Yes No

48

Male 14 12

Femal

e

4 0

Male Female0

5

10

15

20

25

30

NoYes

(3) No. of persons using Internet Banking

Sex No. of persons (60persons)

49

HDFC ICICI

Male 18 6

Female 2 2

Male Female0

2

4

6

8

10

12

14

16

18

HDFCICICi

(4) No. of persons using SMS Banking

50

Sex No. of persons (60persons)

HDFC ICICI

Male 8 12

Female 2 2

Male Female0

2

4

6

8

10

12

HDFCICICI

(5) No. of persons using Mobile Banking

51

Sex No. of persons (60persons)

HDFC ICICI

Male 4 4

Female 0 2

Male Female0

0.5

1

1.5

2

2.5

3

3.5

4

HDFCICIC

(6) No. of persons using all

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Sex No. of persons (60persons)

HDFC ICICI

Male 4 0

Female 0 2

Male Female0

0.5

1

1.5

2

2.5

3

3.5

4

HDFCICICI

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(C) No. of customers satisfied with use of E-banking

Bank No. of persons (60 persons)

Yes No

HDFC 24 0

ICICI 16 2

HDFC ICICI0

2

4

6

8

10

12

YesNo

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Finding & Conclusion

55

Finding & Conclusion

With the help of questionnaire & data analysis, findings are on the basis of two

groups:

(1) On the basis of Age Groups

(2) On the basis of Sex

(1) On the basis of age groups:

Customers of age 40-60 of HDFC Bank are more aware as well as use of

E-banking. And also services like Internet Banking, SMS Banking and

Mobile Banking are more used by this age group.

On the contrary side, the customers of age 20-40 of ICICI Bank are more

aware and use of E-banking. And also services like Internet Banking,

SMS Banking and Mobile Banking are more used by this age group.

(2) On the basis of Sex:

Male customers of both banks i.e. HDFC Bank & ICICI Bank are more aware

as well as use of E-banking. And also services like Internet Banking, SMS

Banking and Mobile Banking are more used by male group.

And we also find that the customers of HDFC Bank are more satisfied as

compared to ICICI Bank with the use of E-Banking.

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Conclusion:

The basic objective of my research was to analyze the awareness among

customers for E-banking. It gives direction to research tools, research types

and techniques. Although the findings reveal that people know about the

services but still many people are unaware and many of them are non-users

so the bank should through promotion try to retain the customers. Banks

should look other financial institutions to increase the service base.

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Suggestions

58

Suggestions

To prevent online banking from remaining customers to prompt this service

through advertising company.

After repairing this basic deficiency, banks must ensure that their services

are competitive.

Banks is not taking more charge from their customers.

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References

60

References

http://www.indianmba.com/Faculty_Column/FC545/fc545.html

http://www.indianmba.com/Faculty_Column/FC908/fc908.html

http://en.wikipedia.org/wiki/Online_banking

www.icici.com

www.hdfc.com

http://en.wikipedia.org/wiki/HDFC_Bank

http://info.shine.com/company/ICICI-Bank-Ltd/162.aspx

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Annexure

62

Questionnaire

(1)Name of the customer

(2)Age:

(3)Sex:

(4)Are you aware about E-banking?

(a)Yes

(b) No

(5)Do you use E-banking?

(a)Yes

(b)No

(6)What type of services are you using under E-banking?

(a)Internet Banking

(b)SMS Banking

(c)Mobile Banking

(7)Tick which bank you preferred?

(a)ICICI

(b)HDFC

(8)Why did you preferred this bank?

(a)Services is good

(b)They provide security

(c)Cheaper services fees

(9)Are you satisfied with the using of E-banking?

(a)Yes

(b)No

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