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SUMMARY OF THESIS

A COMPARATIVE STUDY OF E-BANKING IN

PUBLIC AND PRIVATE SECTOR BANKS

(WITH SPECIAL REFERENCE TO SBI AND HDFC BANK)

Submitt! "#$ t% A&'$! #" t% D$ #"

D#t#$ #" P%i*#+#,%

i. t% F'u*t #"

COMMERCE AND MANAGEMENT

THE IIS UNIVERSITY/ 0AIPUR

Submitt! b1

RASHMI SHARMA

Enrol No. ICG/2010/11505

U.!$ t% Su,$2i+i#. #"1

DR3 POONAM MADAN

Associate Professor and Head

Department of Manaement

!"e II# $ni%ersit&' (aip)r

DEPARTMENT OF MANAGEMENT

4567

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Summ'$ #" T%+i+

I.t$#!uti#.

*an+s pla& a %er& important role in t"e Indian financial mar+et as t"e& are t"e

,iest p)r%e&ors of credit and attract most of t"e sa%ins from t"e pop)lation.

*an+in is necessar& for t"e economic de%elopment of all t"e nations of t"e -orld

,eca)se a de%eloped ,an+in s&stem "olds t"e +e& as -ell as ser%es as a

,arometer for t"e economic "ealt" of a co)ntr&. *an+in Ind)str& is one of t"e

most s)ccessf)l and stron ind)str& of o)r co)ntr&

*an+in str)ct)re is effected ,& t"e c"anin en%ironment of an econom&. In

Indian contet' t"ere -ere t-o p"ases of nationaliation' introd)ction of *s'

entr& of pri%ate sector ,an+s and forein ,an+s and no- e,an+in are some

important and maor c"anes t"at affect t"e str)ct)re as -ell as f)nctionin of t"e

,an+s from time to time. 3n t"e ,asis of eser%e *an+ of India Act' 146' Indian

,an+s are of t-o cateoried )nder t-o terms' one is t"e 7#c"ed)le Commercial

*an+8 and anot"er one is 7Nonsc"ed)le Commercial *an+8. !"e ,an+s selected

for t"is st)d& are #tate *an+ of India' representin p),lic sector ,an+s and HD9C

*an+' representin pri%ate sector: as t"e& are t"e larest ,an+s in t"eir sector'

considerin t"eir n)m,er of ,ranc"es' c)stomer ,ase and t"eir net -ort".

#)ccessf)l reform of p),lic sector ,an+s is a ood eample of a d&namic mi of

p),lic and pri%ate o-ners"ip in ,an+s. A note-ort"& feat)re of ,an+in reforms

in India is t"e ro-t" of ne-l& licensed pri%ate sector ,an+s' some of -"ic" "a%e

attained lo,all& ,est standards in terms of tec"nolo&' ser%ices and

sop"istication. In man& respects related to performance' t"ese domesticall&

promoted ,an+s "a%e s)rpassed ,ranc"es of forein ,an+s in India and co)ld ,e a

role model for ot"er ,an+s.

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E-B'.8i.

*an+ ,ranc"es alone are no loner eno)" to offer ser%ices to meet t"e need of

toda&;s "i" demandin c)stomers. Electronic or online ,an+in is t"e latestdeli%er& c"annel to ,e presented ,& t"e retail ,an+s and t"ere is lare c)stomer

acceptance rate -"ic" means deli%er& of ,an+in ser%ices to c)stomers )sin

electronic tec"nolo& eit"er at t"eir office or "ome. !"e e,an+in offers ")e

opport)nities in e%er& sp"ere of ,)siness as t"e competiti%e ad%antae'

mem,er/client retention' increased re%en)es and red)ced costs. $nderstandin

clients' oraniational elasticit&' a%aila,ilit& of reso)rces' s&stem sec)rit&'

rep)ta,le ,rand name' "a%in m)ltiple interated c"annels' ec"annel specific

mar+etin' s)pport from top manaement and ood client ser%ices are t"e %ital

factors for t"e s)ccess of e,an+in.

In E,an+in s&stem' ,an+s are increasin t"eir c)stomer ,ase -it" t"e "elp of

m)ltiple edeli%er& c"annels li+e A!Ms' Credit/De,it/#mart Cards' Internet

,an+in' Mo,ile ,an+in' !ele ,an+in' E9!s etc. E,an+in is offered ,& man&

,an+in instit)tions d)e to press)res from lo,al competitions "ence' in case of

dela& in offerin transactions ,ased ser%ices on t"e internet: t"e& mi"t lose t"eir

mar+et s"are. !o ,e s)ccessf)l' ,an+s "a%e to offer e,an+in facilit& instead of

,ein p)s"ed into it ,& ot"ers.

!"e c)stomers can do t"eir ,an+in not onl& -"en t"e& -ant to do ,)t also from

t"e con%enience' comfort' confidentialit& and sec)rit& of t"eir "omes ,& )sin

internet or ot"er net-or+s' tele%ision' telep"one/modems. D)e to %ario)s aspects

of tec"nolo&' t"ere is a need to monitor efficienc& of t"e ,an+s to ,est )de t"eirstat)s in lo,al en%ironment. !"e ,an+s -it" ade

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R2i& #" Lit$'tu$

9or t"e p)rpose of t"is st)d& a lot of literat)re "as ,een re%ie-ed' t"at is' ,oo+s'

o)rnals' maaines' ne-spapers' etc. #ome of t"e re%ie-ed literat)re "as ,een

disc)ssed ,elo-=

9I.t$.t B'.8i. '+ ' t##* "#$ Cu+t#m$ R*'ti#.+%i, M'.'m.t : A

Stu! #. Cu+t#m$ P$+,ti2;/ K$i+%.'m##$t%/ V3 '.! R3 S$i.i2'+'.

(4567) >1?

!"is st)d& intends to t"ro- li"t on c)stomer perception on internet ,an+in

-"ic" ser%es as a tool for C)stomer elations"ip Manaement. Data -as

collected from 156 respondents -"o are eposed to Internet *an+in.

!"is st)d& clearl& indicates t"at ,an+s are findin diffic)lt& in retainin t"eir

eistin c)stomers' for -"ic" eit"er t"e& need to come )p -it" inno%atin'

c)stomied prod)cts or t"e& need to de%elop tr)st -it" t"eir c)stomers and

maintain t"e relation -it" t"em.

9Cu+t#m$ P$+,ti2 #. E-Bu+i.++ V'*u1 C'+ Stu! #. I.t$.t

B'.8i.;/S'".'/ R%m't% (4565) >2?

In t"is researc" paper s"e "as determined t"e cons)mer;s perspecti%e on internet

,an+in adoption. !"o)" c)stomer acceptance is a +e& dri%er determinin t"e

rate of c"ane in t"e financial sector. !"is st)d& aims at eaminin t"e impact of

percei%ed )sef)lness' percei%ed ease of )se' cons)mer a-areness on internet

,an+in and percei%ed ris+ on t"e acceptance of internet ,an+in ,& t"e

cons)mers.

!"e res)lt of t"is st)d& concl)des t"at maorit& of c)stomers are acceptin online

,an+in ,eca)se of man& fa%ora,le factors. Anal&sis concl)ded t"at )sef)lness'

ease of )se of t"e s&stem a-areness a,o)t online ,an+in and ris+s related to it

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are main per)sin factors to accept online ,an+in s&stem. !"ese factors "a%e a

stron and positi%e effect on c)stomers to accept online ,an+in s&stem.

7U+$ F$i.!* E-B'.8i.;/ R#u$8/ C%$i+ (455?

!"is article disc)sses t"e importance of )sa,ilit& -it"in t"e e,an+in sector and

identifies common )sa,ilit& pro,lems and -a&s to resol%e t"em.

esearc" s"o-s 50@ of perspecti%e c)stomers reisterin for online ,an+in ,ail

o)t ,efore sinin )p' mostl& d)e to pro,lems na%iatin t"e site' completin

online form' sec)rit& fears' and )nderstandin content and feed,ac+.

It is -idel& reconied t"at online ,an+in pro%ides more re%en)e per c)stomer

and costs less per transaction t"an an& ot"er c"annel' incl)din p"one ,an+in.

*an+s aimin to profit t"e most from t"e increase in online ,an+in %ol)mes

s"o)ld consider t"e )sa,ilit& and accessi,ilit& of all aspects of t"eir site to

-elcome t"em.

9B'.8$=+ P$+,ti2+ #. E-B'.8i.;/ S%'$m'/ Him'.i (4566) >6?

!"is researc" paper is a,o)t t"e ,an+er;s perspecti%es on e,an+in acti%ities of

respondents' impact of e,an+in and promotional meas)res )sed ,& ,an+s to

promote e,an+in. !"e s)r%e& data )sed in t"is researc" are collected t"ro)" a

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important factors to consider -it" online ,an+in' it "as not stopped people from

)tiliin t"e -e, to streamline t"eir finances.

ecent st)dies s)est t"at internet ,an+in does not )st ma+e life easier'

c)stomers -"o c"oose it seem to ,e more satisfied -it" t"eir ,an+.

As a res)lt' ,an+s are seein tremendo)s ro-t" in online ser%ice. 3ne maor

commercial ,an+ cited t"at in 2006' t"ere -ere .6 million c)stomers pa&in ,ills

online' follo-ed ,& an increase to B million online ,ill pa&ers )st a &ear later.

9O.*i. F$'u!+ i. B'.8+ '.! C#mm$;/ Si.%/ N3 P3 (455?) >B?

Hitec" fra)dsters "a%e )r,anied a ne- -a& of tric+in on line ,an+in

c)stomers. 3ne s)c" most -ell +no-n and fast ro-in tec"ni

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c)stomer as -ell as ser%ice pro%iders ,an+ers' retailers' etc.. It re

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mainl& from t"e same cit& i.e.' (aip)r and second ,ein t"e di%ersit& of t"e ,an+s

and t"eir prominence in t"eir respecti%e sectors.

P$#b*m I!.ti"i'ti#./ N! '.! R*2'. #" t% R+'$%

It is e%ident from t"e literat)re re%ie-ed' t"at E,an+in "as emered to ,e

,eneficial for ,ot" t"e financial instit)tes and t"e c)stomers. Also' for a ,an+ to

s)r%i%e in t"is c)tt"roat competition it is important to offer t"e ,est prod)cts'

-it"

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B. !o compare t"at -"et"er e,an+in %isa%is traditional ,an+in' -"ic" is

more sec)red' from ,ot" t"e ,an+ emplo&ees; and t"e c)stomers;

perspecti%e.

H,#t%++

HA6Pri%ate sector ,an+s are pro%idin e,an+in ser%ices more effecti%el& t"an

p),lic sector ,an+s.

HA4 Pri%ate sector ,an+s safe)ard c)stomer interest more as compared to t"e

p),lic sector ,an+s.

HA7E*an+in in comparison to traditional ,an+in is financiall& ad%antaeo)s

for ,ot" t"e ,an+s and t"e c)stomers.

S#, #" t% Stu!

!"e )ni%erse of t"e researc" incl)des all t"e ,an+s in India pro%idin e,an+in

ser%ices.

!"e ,an+s selected for t"is st)d& are #tate *an+ of India #*I' representin

p),lic sector and HD9C *an+' representin pri%ate sector: as t"e& are t"e larest

,an+s in t"eir respecti%e sector' considerin t"eir n)m,er of ,ranc"es' c)stomer

,ase and net -ort".

!"e st)d& is confined to (aip)r cit& of aast"an state' as it "as t"e maim)m

,an+ ,ranc"es and also e,an+in )sers.

9or t"e present researc" ,ot" primar& and secondar& data "a%e ,een collected.

9or t"e present researc" t"e primar& data "as ,een collected t"ro)" str)ct)red

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data "a%e ,een ,oo+s' -e,sites' NE# ,)lletin' maaines' ne-spapers' o)rnals

and ,an+s; ann)al reports.

S'm,*i. P*'.

!"e #ample of t"e present st)d& is 500 respondents' 250 representin P),lic

#ector *an+s and 250 representin Pri%ate #ector *an+s. 9)rt"er ,if)rcation of

250 respondents' eac" of p),lic and pri%ate sector ,an+ is 125 emplo&ees and 125

c)stomers. !"e responses -ere coded and ta,)lated and res)lts "a%e ,een

presented in t"e form of ,ar rap"s' pie c"arts and interpretation correspondin to

eac" c"art "as also ,een made.

D't' A.'*+i+ '.! I.t$,$t'ti#.

Anal&sis of data is a process of inspectin' cleanin' transformin and modelin

data -it" t"e oal of "i"li"tin )sef)l information'

s)estin concl)sionsand

s)pportin decision ma+in. Anal&sis is )st one of t"e man& steps t"at m)st ,e

completed -"en cond)ctin a researc". !"is researc" is an attempt to )nderstand

t"e c)stomer;s and ,an+ emploⅇs perspecti%e reardin t"e e,an+in prod)cts

and ser%ices of t"e p),lic and pri%ate sector ,an+s.

Data "as ,een collected and t"e demorap"ic profile of t"e respondents' t"e

c)stomers and t"e ,an+ emplo&ees "as ,een st)died on %ario)s parameters li+e

ender' ae' occ)pation' ann)al income and

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li+e' 3ne-a& Anal&sis of ariance AN3A and !-o-a& Anal&sis of

ariance AN3A "as ,een emplo&ed.

C#m,'$'ti2 Stu! i. SBI '.! HDFC B'.8

D)rin t"e researc" period' #*I and HD9C *an+' leadin ,an+s in t"eir

respecti%e sectors' "a%e ,een st)died on %ario)s parameters' as s"o-n in t"e

,elo- mentioned !a,le.

E-B'.8i. P$#++ '.! F'tu$+1 C#m,'$i+#. bt&. SBI '.! HDFC B'.8

#. No. Parameter #*I HD9C

1. C)stomer #er%ice

Process and !A!

All t&pe of c)stomer

e

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*an+ and for Net

*an+in

---.s,i.co.in

9or Net*an+in=

---.onlines,i.co.in

*an+in t"e site address

is=

---."dfc,an+.com

9or Mo,ile*an+in'

specificall& t"e site is

desined -it" same

feat)res of Net*an+in'

-"ic" is -it" less piels'

t"erefore

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per leaf. H)ndred 100 re

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It is fo)nd t"at HD9C *an+;s !A! is more defined' s"ort and in detail compared

to t"at of #*I;s. !"e c)stomer ser%ice process is also -ell desined ,& t"e central

team of HD9C ,an+ and not ,& #*I. Also' for mo,ile ,an+in )sers' separate

-e,site is desined -"ic" is

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t"an t"at of HD9C *an+;s. !"e pro,lem lies in t"e deli%er& c"annels of #*I or in

t"e mar+etin of its retail loan prod)cts.

HDFC B'.8 L'!+ i. E-T$'.+'ti#.+ '.! SBI i. V'*u

!"e Indian acti%e online a)dience is ro-in at t"e rate of approimatel& 0

percent ann)all&. In addition' t"ere "as ,een a consistent rise in t"e n)m,er of

%isitors on ,an+in -e,sites in t"e past t-el%e mont"s. Ho-e%er' a remar+a,le

fact re%ealed ,& t"e researc" reports is t"at t"e online ,an+in cateor& "as ro-n

more rapidl& t"an t"e ro-t" of t"e acti%e internet )sers in India. !"e online

,an+in cateor& "as ro-n ,& 5 @ in 2010 &ear o%er 2004 &ear. A sinificantpercentae of t"ese )sers are from t"e nonmetros.

Accordin to *an+ #tatistics mont"l& report released ,& *I in t"e 9L 200410'

HD9C *an+ stands at n)m,er one position -"en it comes to n)m,er of e

transactions ta+in place in India' -"ile #*I is a"ead in terms of %al)e of

transactions.

M#+t P#,u*'$ B'.8i. S$2i #. M#bi*

Mo,ile ,an+in is pop)lar amon t"e s. 1 to 5 la+"s per ann)m income ro)p

-it" almost B0@ of mo,ile ,an+in )sers fallin in t"is income ,rac+et and

maorl& preferred ,& &o)ner eneration. Mo,ile ,an+in in India is set to

eplode approimatel& millions of )r,an Indians' -"o )se t"eir mo,ile p"ones to

access ,an+in ser%ices. !"e n)m,er of transactions )sin mo,ile ,an+in in

India "as one )p ,& B.B@ -"ile t"e amo)nt "as increased ,& 102.B5@ ta+in

into consideration t"e period from A))st 2011 to Ma& 2012.

!"e most pop)lar ,an+in ser%ice a%ailed t"ro)" mo,ile ,an+in is 7Acco)nt

*alance A%aila,ilit&8' follo-ed ,& 7!ransaction Histor&8 and 7C"e

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ICICI ,an+ maintains its position as co)ntr&;s ,iest pri%ate lender on mo,ile

screen -it" 1.5 million )sers. HD9C ,an+ acco)nts for second -it" 4.1 million

s),scri,ers follo-ed ,& #tate *an+ of India -it" B.1 million.

RBI=+ R#* i. "'i*it'ti. E-C#mm$ '.! O.*i. T$'.+'ti#.+ i.

I.!i'

Internet ,)sinesses -o)ld ,e s)staina,le in India onl& -"en t"e %ol)mes of online

transactions in India o )p' -"ic" in t)rn "appens onl& -"en internet ,an+in'

De,it Card )sae and proliferation of Credit Card "appens. It is important as it not

)st -o)ld direct ecommerce -e,sites' ,)t also Internet Ind)str& -o)ld ro-

alon -it" t"at' as ,ot" are interdependent.

!"e %ol)me of online transactions -o)ld determine "o- mat)re t"e internet )ser

,ase in co)ntr& is. And t"erefore t"e destin& of internet ind)str& lies in t"e "ands

of eser%e *an+ of India ,& ens)rin facilitation of )sae credit/de,it cards O

internet ,an+in facilities ,& all sc"ed)led ,an+s in India.

Fi.!i.+/ C#.*u+i#. '.! R#mm.!'ti#.+

K Fi.!i.+

!"e +e& findins of t"e researc"er d)rin t"e st)d& on e,an+in ,et-een p),lic

and pri%ate sector ,an+s' ,ot" c)stomer;s and ,an+ emploⅇs perspecti%e "as

,een mentioned ,elo-=

63 C#m,'$i+#. #" E-B'.8i. A!#,ti#. F$u. b Cu+t#m$+ #. B'.8$+=

P$+u'+i#. #$ b O&. I.iti'ti2 bt&. Pub*i '.! P$i2't St#$ B'.8+

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3n comparin t"e e,an+in adoption fre

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%isits and also sees t"e maim)m a%erae time spent ,& a )ser follo-ed ,& t"e

#tate *an+ of India 5 %isits. In t"e mo,ile screen lendin' HD9C *an+ is t"e

most pop)lar ,an+ -it" 4.1 million s),scri,ers' follo-ed ,& #*I -it" B.1

million s),scri,ers.

E*an+in ser%ices are ,etter of pri%ate sector ,an+s compared to p),lic sector

,an+s.

As per c)stomers; feed,ac+ on t"e c"ares c"ared ,& t"e ,an+s' it "as ,een

fo)nd t"at additional fees' "idden c"ares' processin fees and transactional fees

are "i" in pri%ate sector ,an+s as compared to p),lic sector ,an+s. Ho-e%er'

pri%ate sector ,an+s "a%e a "i"er ro-t" rate t"an t"e p),lic sector ,an+s

,eca)se of t"e

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ro)p. *)t' from t"e ,an+er;s %ie- t"e most )serfriendl& mode of ,an+in is PC

,an+in and not mo,ile,an+in.

C#.*u+i#.

Present researc" is ,ased on empirical data collected t"ro)" t"e c)stomers; and

,an+ emplo&ees; s)r%e& reardin t"e mar+et sit)ation of e,an+in prod)cts and

ser%ices pro%ided ,& p),lic and pri%ate sector ,an+s in (aip)r. It is an effort to

eamine t"e relations"ip ,et-een t"e demorap"ics and c)stomers; satisfaction in

e,an+in' relations"ip ,et-een t"e ,an+;s c)stomer ser%ice

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es)lts also s"o- t"at t"ere is a sinificant difference ,et-een t"e c)stomers;

perception a,o)t e,an+in prod)cts and ser%ices pro%ided ,& t"e p),lic and

pri%ate sector ,an+s' t"e& are dissatisfied ,& t"e ser%ices offered ,& p),lic sector

,an+s in terms of

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*an+s s"o)ld adopt appropriate processes for e%al)atin decisions to o)tso)rce e

,an+in s&stems or ser%ices. *an+ manaement s"o)ld clearl& identif& t"e

strateic p)rposes' ,enefits and costs associated -it" enterin into o)tso)rcin

arranements for e,an+in -it" t"ird parties.

*an+s s"o)ld cond)ct appropriate ris+ anal&sis and d)e dilience prior to

selectin an e,an+in ser%ice pro%ider and at appropriate inter%als t"ereafter.

73 S#u.! P$'ti+ t# H*, M'i.t'i. t% P$i2' #" Cu+t#m$ E-B'.8i.

I."#$m'ti#.

*an+s s"o)ld ta+e appropriate steps to inform e,an+in c)stomers a,o)t t"e

confidentialit& and pri%ac& of t"eir information.

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?3 Btt$ Cu+t#m$ S$2i

A ,an+ s"o)ld pa& d)e attention to t"e c)stomer and treat "im li+e a +in onl&'

c)stomer;s con%enience' "i"

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!"irdl&' primar& data is collected t"ro)"

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!"e present st)d& "as assessed t"e performance of t"e ,an+s on t"e ,asis

of c)stomer;s and ,an+ emploⅇs perspecti%e related to t"e mar+etin of

e,an+in and c)stomer satisfaction le%el. Ho-e%er to st)d& t"e

operational performanceret)rn on asset' ret)rn on e

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R"$.+

1. ris"namoort"&' . and . #rini%asan 201' Internet *an+in as a toolfor C)stomer elations"ip Manaement A #t)d& on C)stomer

Perspecti%e'Indian Journal of Research,V#*um 4/ I++u 4/pp 1140

2. #afeena' .' A,d)lla" and H. Date 2010' C)stomer;s Perspecti%e on E

*)siness al)e= A Case #t)d& on Internet *an+in' Journal of Internet

Banking and Commerce, V#*um 6/ N#3 6/pp 2

. etrie%ed on #eptem,er rd' 2012 from

"ttp=//---.)ser%ision.co.)+/reso)rces/articles/2006/)serfriendl&e

,an+in/

6. #"arma' H. 2011' *an+er;s Perspecti%e on E*an+in, NJRIM' V#*um

6/ N#3 6/pp 1

5. etrie%ed on (an)ar& 1t"' 2011 from

"ttp=//---.articles,ase.com/,an+inarticles/online,an+inpro%ides

satisfactionandcon%eniencefor)sers505612."tml

B. #in"' N. P. 200' 3nline 9ra)ds in *an+s -it" P"is"in' Journal of

Internet Banking and Commerce, V#*um 64/ N#3 4/pp 2

. Diit' N. and #. . Datta 2010' Acceptance of E*an+in amon Ad)lt

C)stomers= An Empirical In%estiation in India' Journal of Internet

Banking and Commerce, V#*um 6/ N#3 4/pp 2

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Li+t #" Pub*i+%! P',$+

S3 N#3 Tit* #" t% P',$ Dt'i*(+) 'b#ut 0#u$.'*

1. E*an+in #cenario in India=

A #t)d& of *I;s ole as

Promoter

International (o)rnal= Proficient International

efereed (o)rnal of Manaement:

ISSN 5?-

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CONTENTS OF THE THESIS

S3 N#3 P' N#3

A8.#&*!m.t iP$"' iii

Li+t #" T'b*+ 2

Li+t #" Fiu$+ 2iii

Li+t #" C%'$t+ i@

Li+t #" Abb$2i'ti#.+ @i

63 E-B'.8i.1 A C#.,tu'* F$'m$8 6-7

1.1 Indian *an+in= An 3%er%ie-

1.1 #tr)ct)re of Indian *an+in Ind)str&

1.2 E*an+in

1.2.1 !"e Internet= A Distri,)tion C"annel

1.1.1 Internet $sae in India

1.2.2 P"ases of !ransformation of *an+in Ind)str&

1. E%ol)tion of E*an+in

1.6 E*an+in #cenario in Indian Perspecti%e

1.6.1 !raditional Approac"

1.6.2 Modern Approac"

1.6. Impact of E*an+in on !raditional *an+in

1.6.6 E*an+in #cenario in India

1.5 Prod)cts and #er%ices of E*an+s

1.B E*an+in #)pport #er%ices

1. is+s Associated -it" E*an+in

1. is+ Manaement of E*an+in Acti%ities

1.4 *an+in e)lator& 9rame-or+ at a Glance

1.4.1 a-s 9ormed

1.10 Information #ec)rit& Proram and Control Iss)es

1.11 E*an+in #trate&

eferences

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43 Mt%#!#*# 7-

.1 Introd)ction to Data Anal&sis

.1.1 Demorap"ic Profiles of t"e espondents

.1.2 C)stomer;s Perspecti%e

.1. *an+ Emploⅇs Perspecti%e

.2 H&pot"esis !estin

.2.1 Anal&sis of ariance AN3A !est

.2.1.1 3ne-a& Anal&sis of ariance AN3A !est

1.1.1.1 !-o-a& Anal&sis of ariance AN3A !est

.2.2 C"i#

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6.2.2 HD9C eads in E!ransactions and #*I in al)e

6.2. Mo,ile*an+in= Most Pop)lar *an+ and #er%ice

6. *I;s ole in 9acilitatin ECommerce and 3nline !ransactions in

India

eferences

3 C#.*u+i#. 646-676

5.1 e& 9indins

5.2 Concl)sion

5. ecommendations

5.6 #cope for 9)t)re #t)d&

Bib*i#$',% '.! Wb*i#$',% @iii

A,,.!i+

A= )estionnaire= A1)estionnaire for C)stomers @@@

A2)estionnaire for *an+ Emplo&ees @@@2*= esearc" Papers P),lis"ed/Presented @@@i@

*1ist

*2Cop& of Man)scripts

C= A Personal Profile of t"e esearc"er @@@@i