A SUMMER INTERNSHIP PROJECT REPORT ON “To study the Customer satisfaction towards E-BANKING with reference to IDBI BANK in Bilimora” AT IDBI BANK LTD UNDER THE GUIDANCE OF Faculty Guide !"!EE A Sub itted by #atel $a%i&umar T" !Batc"#$%&$'$%&() E*+,ll e-# $%./0*t N, MBA SEMESTER III Sub itted t, NARAN LALA SCHOOL OF INDUSTRIAL MANAGEMENT AND COMPUTER SCIENCE) NA1SARI A22iliated t, Gu3a+at Tec"*,l,4ical U*i5e+6ity A" adabad
DECLARATION I) Patel Ra5i7u a+ ) 6tude*t ,2 NARANLALA SCHOOL OF INDUSTRIAL MANAGEMENT AND COMPUTER SCIENCE)NA1SARI- "e+e by decla+e t"at t"e 8+,3ect +e8,+t ,* 9 : To study the Customer satisfaction towards E-BANKING with reference to IDBI BANK in Bilimora "a6 bee* u*de+ta7e* a6 a 8a+t ,2 6u i*te+*6"i8 8+,3ect i* t"e 6yllabu6 ,2 e+ a6te+ ,2 bu6i*e66 ad i*i6t+ati,*) Gu3a+at
Tec"*,l,4ical u*i5e+6ity) A" edabad- I decla+e t"at t"i6 +e8,+t "a6 *,t bee* 6ub itted t, a*y ,t"e+ u*i5e+6ity ,+ i*6titute 2,+ a*y ,t"e+ 8u+8,6e6Date# Place# Na56a+i Patel Ra5i7u a+ T-
PREFACE S, e,*e "a6 +i4"tly 6aid t"at 8+actical e;8e+ie*ce i6 2,+ bette+ a*d cl,6e+ t, t"e +eal <,+ld t"e* e+e t"e,+etical e;8,6u+e- T"e 8+actical e;8e+ie*ce "el86 t"e 6tude*t6 5ie< t"e +eal <,+ld cl,6ely) <"ic" i* tu+* <idely i*2lue*ce6 t"ei+ 8e+ce8ti,*6 a*d a+4u e*t t"ei+ u*de+6ta*di*4 ,2 t"e +eal 6ituati,*Re6ea+c" <,+7 c,*6titute6 t"e bac7b,*e ,2 a*y A 68a*T"e +e6ea+c" <,+7 e*title >?To study the Customer satisfaction towards EBANKING with reference to IDBI BANK in Bilimora : ai 6 t, a*aly@e E'ba*7i*4 5a+i,u6 6e+5ice6 8+,5ided by idbi ba*76- F,+ t"i6 8u+8,6e BILIMORA city "a5e bee* c",6e*a*a4e e*t educati,* 8+,4+a e-
a*a4e e*t 6tude*t "a6 t, d, +e6ea+c" <,+7 =uite 2+e=ue*tly du+i*4 "i6 e*ti+e
ACKNOALEDGEMENT Ae 2eel i e*6e 8lea6u+e t, 4i5e t"e c+edit ,2 ,u+ c, 8+e"e*6i5e 8+,3ect <,+7 *,t e t, ,5e ,* t"e t+ac7-
,*ly t, ,*e i*di5idual e22,+t ,2 all t",6e <", c,*ce+* <it" it- Ae <a*t t, t"a*76 t, all t",6e i*di5idual6 <", 4uided
A P+,3ect Re8,+t i6 *e5e+ 6ucce662ully c, 8leted <it",ut t"e 4uida*ce 2+, a88+,8+iate 8e+6,*- S,) *,< it i6 t"e +i4"t ti e t, e;8+e66 ,u+ 6i*ce+e 4+atitude t,<a+d6 all t",6e) <", "a5e "el8ed u6 t, c, 8lete t"e 8+,3ectAe <,uld li7e t, t"a*7 ,u+ Di+ect,+ D+- B K BHATT <", "a6 4i5e* u6 t"e ,88,+tu*ity- Ae a+e 5e+y uc" 4+ate2ul t, ,u+ 4uide) P+,2- S"ee a 6u+ya5a*6"i <",6e 4uida*ce a*d 6u88,+t "el8ed u6 t, c, 8lete t"i6 8+,3ect 6ucce662ully- Ait",ut t"ei+ 4uida*ce t"e 6tudy <,uld "a5e bee* di22icult t, c, 8lete 6ucce662ully- A*d <e a+e 4+eatly t, all ad5i6e+6 <", "el8ed u6 7*,<i*4ly ,+ u*7*,<i*4ly 2,+ 4etti*4 t"e i*2,+ ati,* a*d ta7i*4 i*te+e6t i* t"i6 +e8,+t- Ae b,t" a+e al6, t"a*72ul t, e*ti+e 2aculty a*d 6ta22 ,2 NLSIMCS) <it",ut <"ic" t"i6 8+,3ect <,uld be *,t a 6ucce662ul ,*e- La6t but *,t t"e lea6t <e <,uld li7e t, a88+eciate y 8a+e*t6 <", "a5e al<ay6 ,ti5ated t, di+ectly a*d i*di+ectly t, d, ,u+ <,+7 <it" ut ,6t dedicati,*-
T"a*7i*4 B,u M+- Patel Ra5il7u a+
E'EC(TI)E !(
A$*
INDE' Cha+ter No" . / 0 Cha+ter Name I*du6t+y O5e+5ie< C, 8a*y P+,2ile P+,duct P+,2ile ,2 C, 8a*y I*t+,ducti,* ,2 t"e Study (-& Lite+atu+e Re5ie< (-$ Bac74+,u*d ,2 t"e Study (-. P+,ble State e*t (-( Ob3ecti5e ,2 t"e Study (-/ Li itati,* ,2 t"e Study 1 Re6ea+c" Met",d,l,4y /-& Re6ea+c" De6i4* /-$ S,u+ce6 ,2 Data /-. Data C,llecti,* Met",d /-( P,8ulati,* /-/ Sa 8li*4 Met",d /-C Sa 8li*4 F+a e 2 3 4 5 /-D Data C,llecti,* I*6t+u e*t Data a*aly6i6 E I*te+8+etati,* Re6ult a*d Fi*di*46 C,*clu6i,* Su44e6ti,* #a,e No"
DO UR SELF
CONTENT
6ist of ta7les S+-N, C-& C$ C-. C-( C-/ C-C C-D C-F C-G C-&% C-&& C-&$ C-&. C-&( C-&/ C-&C C-&D C-&F C-&G C-$% C-$& C-$$ Table Na e Pa4e N,-
-"IND(!T$* 8)E$)IE9
-"- A7out the E-Ban&in, !ector -" Introduction
E ' Ba*7i*4 i*5,l5e6 c,*6u e+6 u6i*4 t"e I*te+*et t, acce66 t"ei+ ba*7 acc,u*t a*d t, u*de+ta7e ba*7i*4 t+a*6acti,*6- At t"e ba6ic le5el) I*te+*et ba*7i*4 ca* ea* t"e 6etti*4 u8 ,2 a <eb 8a4e by a ba*7 t, 4i5e i*2,+ ati,* ab,ut it6 8+,duct6 a*d 6e+5ice6- At a* ad5a*ced le5el) it i*5,l5e6 8+,5i6i,* ,2 2acilitie6 6uc" a6 acce66i*4 acc,u*t6) t+a*62e++i*4 2u*d6) a*d buyi*4 2i*a*cial 8+,duct6 ,+ 6e+5ice6 ,*li*e- I* t"e &GG%6) ba*76 +eali@ed t"at t"e +i6i*4 8,8ula+ity ,2 t"e A,+ld Aide Aeb 4a5e t"e a* added ,88,+tu*ity t, ad5e+ti6e t"ei+ 6e+5ice6- I*itially) t"ey u6ed t"e Aeb a6 a*,t"e+ b+,c"u+e) <it",ut i*te+acti,* <it" t"e cu6t, e+- Ea+ly 6ite6 2eatu+ed 8ictu+e6 ,2 t"e ba*7H6 ,22ice+6 ,+ buildi*46) a*d 8+,5ided cu6t, e+6 <it" a86 ,2 b+a*c"e6 a*d ATM l,cati,*6) 8",*e *u be+6 t, call 2,+ 2u+t"e+ i*2,+ ati,* a*d 6i 8le li6ti*46 ,2 8+,duct6-
." Definition of Electronic Ban&in, Elect+,*ic ba*7i*4 i6 a* u b+ella te+ 8e+2,+ 2,+ t"e 8+,ce66 by <"ic" a cu6t, e+ ay
ba*7i*4 t+a*6acti,*6 elect+,*ically <it",ut 5i6iti*4 a b+ic7'a*d' ,+ta+ ,+ a*,t"e+ ,2 elect+,*ic ba*7i*4#
i*6tituti,*- T"e 2,ll,<i*4 te+ 6 all +e2e+ t, ,*e 2,+
8e+6,*al c, 8ute+ IPCJ ba*7i*4) I*te+*et ba*7i*4) 5i+tual ba*7i*4) ,*li*e ba*7i*4) ", e ba*7i*4) +e ,te elect+,*ic ba*7i*4) a*d 8",*e a+e ba*7i*4- PC ba*7i*4 a*d I*te+*et ,+ ,*li*e ba*7i*4 i6 t"e ,6t 2+e=ue*tly u6ed de6i4*ati,*6- It 6",uld be ,2 ,*li*e ba*7i*4 t"at e*able6 ,de - I* ,6t PC ba*7i*4 t"at *,ted) ",<e5e+) t"at t"e te+ 6 u6ed t, de6c+ibe t"e 5a+i,u6 ty8e6 ,2 elect+,*ic ba*7i*4 a+e ,2te* u6ed i*te+c"a*4eably- PC ba*7i*4 i6 a 2,+ cu6t, e+6 t, e;ecute ba*7 t+a*6acti,*6 2+, all,<6 t"e cu6t, e+ t, 8e+2,+ a PC 5ia a
5e*tu+e6) t"e ba*7 ,22e+6 t"e cu6t, e+ a 8+,8+ieta+y 2i*a*cial 6,2t<a+e 8+,4+a 2i*a*cial t+a*6acti,*6 2+, T"e cu6t, e+ t"e* dial6 i*t, t"e ba*7 <it" "i6 ,+ "e+
"i6 ,+ "e+ ", e c, 8ute+,de ) d,<*l,ad6 data) a*d a*y
+u*6 t"e 8+,4+a 6 t"at a+e +e6ide*t ,* t"e cu6t, e+?6 c, 8ute+- Cu++e*tly) c+edit ca+d 6tate e*t6) 8ay bill6) a*d t+a*62e+ 2u*d6 bet<ee* acc,u*t6-
ba*76 ,22e+ PC ba*7i*4 6y6te 6 t"at all,< cu6t, e+6 t, ,btai* acc,u*t bala*ce6 a*d I*te+*et ba*7i*4) 6, eti e6 called ,*li*e ba*7i*4) i6 a* ,ut4+,<t" ,2 PC ba*7i*4- I*te+*et ba*7i*4 u6e6 t"e I*te+*et a6 t"e deli5e+y c"a**el by <"ic" t, c,*duct ba*7i*4 acti5ity) 2,+ e;a 8le) t+a*62e++i*4 2u*d6) 8ayi*4 bill6) 5ie<i*4 c"ec7i*4 a*d 6a5i*46 acc,u*t bala*ce6) 8ayi*4 ,+t4a4e6) a*d 8u+c"a6i*4 2i*a*cial i*6t+u e*t6 a*d
ce+ti2icate6 ,2 de8,6it- A* I*te+*et ba*7i*4 cu6t, e+ acce66e6 "i6 ,+ "e+ acc,u*t6 2+, a b+,<6e+K 6,2t<a+e t"at +u*6 I*te+*et ba*7i*4 8+,4+a 6 +e6ide*t ,* t"e ba*7?6 A,+ld Aide Aeb 6e+5e+) *,t ,* t"e u6e+?6 PC- NetBa*7e+ de2i*e6 a 9 t+ue I*te+*et ba*7: a6 ,*e t"at 8+,5ide6 acc,u*t bala*ce6 a*d 6, e t+a*6acti,*al ca8abilitie6 t, +etail cu6t, e+6 ,5e+ t"e A,+ld Aide Aeb- I*te+*et ba*76 a+e al6, 7*,<* a6 5i+tual) cybe+) *et) i*te+acti5e) ,+ <eb ba*76-
/" :istory of Electronic Ban&in, A"ile 2i*a*cial i*6tituti,*6 t,,7 6te86 t, i 8le e*t e'ba*7i*4 6e+5ice6 i* t"e &GG%6) a*y c,*6u e+6 <e+e "e6ita*t t, c,*duct a*d eBay) t, It t,,7 <ide68+ead ad,8ti,* ,2 elect+,*ic c, 6uc" a6 A e+ica O*li*e) A a@,*-c, id'
,*eta+y t+a*6acti,*6 ,5e+ t"e <eba7e t"e idea ,2 8ayi*4 2,+ ite 6 illi,*
e+ce) ba6ed ,* t+ailbla@i*4 c, 8a*ie6
,*li*e <ide68+ead- By $%%%) F% 8e+ce*t ,2 U-S- ba*76 ,22e+ed e'ba*7i*4- Cu6t, e+ u6e 4+e< 6l,<ly- I* $%%) Ba*7 ,2 A e+ica beca e t"e 2i+6t ba*7 t, t,8 . ,*li*e ba*7i*4 cu6t, e+6) la+4e+ *ati,*al i*6tituti,*6) 6uc" a6 Citi4+,u8 clai ed $-$ 4l,bally) <"ile J-P- M,+4a* C"a6e e6ti ated it "ad cu6t, e+6,+e t"a* $% 8e+ce*t ,2 it6 cu6t, e+ ba6e- I* c, 8a+i6,*) illi,* ,*li*e +elati,*6"i86 ,+e t"a* D/%)%%% ,*li*e ba*7i*4
0" $ole of E-Ban&in, in the Ban&in, !ector Elect+,*ic ba*7i*4 Ie'ba*7i*4J i6 t"e *e<e6t deli5e+y c"a**el ,2 ba*7i*4 6e+5ice6T"e de2i*iti,* ,2 e' ba*7i*4 5a+ie6 a ,*46t +e6ea+c"e6 8a+tially becau6e elect+,*ic ba*7i*4 +e2e+6 t, 6e5e+al ty8e6 ,2 6e+5ice6 t"+,u4" <"ic" a ba*7?6 cu6t, e+6 ca* +e=ue6t i*2,+ ati,* a*d ca++y ,ut tele5i6i,* ,+ ,6t +etail ba*7i*4 6e+5ice6 5ia c, 8ute+) ,bile 8",*e IDa*iel) &GGGL M,l6) &GGFL Sat"ye) &GGGJ- Bu++) &GGC) 2,+ a*a4e a*d c,*t+,l 2i*a*cial t+a*6acti,*6- Elect+,*ic ba*7i*4 ca* ,bile 8",*e ba*7i*4) a3,+
e;a 8le) de6c+ibe6 it a6 a* elect+,*ic c,**ecti,* bet<ee* t"e ba*7 a*d cu6t, e+ i* ,+de+ t, 8+e8a+e) al6, be de2i*ed a6 a 5a+iety ,2 t"e 2,ll,<i*4 8lat2,+ 6# IaJ I*te+*et ba*7i*4 I,+ ,*li*e ba*7i*4J) IbJ tele8",*e ba*7i*4) IcJ T1'ba6ed ba*7i*4) IdJ a*d IeJ PC ba*7i*4 I,+ ,22li*e ba*7i*4J- I* t"i6 8a8e+) t"e ATM IAut, ated Telle+ Mac"i*eJ c"a**el i6 al6, added t, t"e +e6ea+c"- T"e c"a**el6 c, 8+i6e t<,
4+,u86# t"e t+aditi,*al c"a**el6 a*d e'c"a**el6- I&J T"e t+aditi,*al c"a**el6 a+e de2i*ed ,* t"e ba6i6 ,2 t"e ty8e ,2 "u a* a66i6ta*ce# telle+) +etail ,+ c,+8,+ate a*a4e+- I$J E'c"a**el6 a+e di5ided i*t, ( 6ub'4+,u86 ,* t"e ba6i6 ,2 ",< t"e c"a**el i6 6ee* by clie*t6) <it" 6, e e;ce8ti,*6 ba6ed ,* t"e tec"*,l,4ical 8+,ce66e6 ,2 t+a*6acti,* e;ecuti,*# I*te+*et' ba6ed I,*li*e ba*7 2,+ c,+8,+ate clie*t6 Tele"a*6a-*et) ,*li*e ba*7 2,+ 8+i5ate clie*t6 Ha*@a-*et) ,22li*e ba*7 2,+ la+4e c,+8,+ate clie*t6 Tele"a*6aJ) ca+d'+elated IATM M Aut, ated Telle+?6 Mac"i*e a*d POS M8ay e*t te+ i*alJ) P",*e c"a**el6 Icall ce*te+) I1R) ,bile ba*7J a*d Aut, ated c"a**el6 I95i+tual: ba*7 c,+e c"a**el6 <"e+e di+ect debit a*d i*c, i*4 8ay e*t6 a+e e22ectedJ- Se+5ice6 a+e ,*e ,2 t"e 8+i a+y be*e2it6 <"ic" a cu6t, e+ l,,76 2,+ <"ile ad,8ti*4 a *e< c"a**el- T"e c,*6u e+6 c,*6ide+ t"e be*e2it6 a*d <ei4" t"e a4ai*6t t"e c,6t6 a66,ciated- T"e I*te+*et ,22e+6 a l,t ,2 be*e2it6 t, c,*6u e+6) li7e a*y ti e a*y<"e+e ba*7i*4) u8dated i*2,+ ati,*) c,*5e*ie*ce) 2a6te+ t+a*6acti,*) etc- E M Ba*7i*4 6e+5ice6 a+e +e8laci*4 t+aditi,*al 6e+5ice6 a*d c+eati*4 a *e< 6cale i* t+a*62,+ ati,*- I* t"e i*itial 6ta4e) e' c"a**el6 <e+e i*t+,duced i* et+,8,lita* citie6 a*d u+ba* a+ea6) but +ece*tly 6, e ba*76 "a5e 6ta+ted 2,cu6i*4 ,* +u+al a*d 6e i u+ba* a+ea6- Ne< 8+i5ate 6ect,+ ba*76 a+e ta7i*4 t"e lead i* ca8tu+i*4 +u+al a*d 6e i u+ba* 6ect,+- T"e di22e+e*t e' c"a**el6 6uc" a6 ATM6) C+edit a*d debit ca+d6) Tele'ba*7i*4) M,bile M ba*7i*4) ,*li*e M ba*7i*4 a*d S a+t Ca+d6) a+e c"a*4i*4 t"e 2ace ,2 t"e +etail ba*7i*4 6ect,+- Ne< 8+i5ate 6ect,+ ba*76 a*d 2,+ei4* ba*76 a+e att+acti*4 cu6t, e+6 i* a bi4 <ay- T"e 8,te*tial cu6t, e+6 a*d bi4 c, 8a*ie6 a+e 6"i2ti*4 t"ei+ acc,u*t6 2+, ba*76) t+aditi,*al ba*76 I*,t 2ully c, 8ute+i@edJ t"ei+ bu6i*e66 by i*t+,duci*4 IT) atte+ ,2 c,*5e*ie*ce t, E ' ba*76 I2ully c, 8ute+i@ed a*d 8+,5ide di22e+e*t e M c"a**el6J- I2 t+aditi,*al ,6tly 8ublic 6ect,+ ba*76) d, *,t t+a*62,+ t"ei+ 6u+5i5al <ill bec, e di22icult) a6 *,<'a'day6 IT i6 *,t a t+a*62,+ ati,* i* t"i6 e M a4e-
but a 6u+5i5al 2act,+- T"e+e2,+e) e M ba*7i*4 6e+5ice6 a+e a 8,te*t 2act,+ 2,+
$-C, 8a*y O5e+5ie< IDBI Ban& 6imited i6 a* I*dia* 2i*a*cial 6e+5ice c, 8a*y "ead=ua+te+ed Mu bai) I*dia- RBI cate4,+i6ed IDBI a6 a* N,t"e+ 8ublic 6ect,+ ba*7N- It <a6 e6tabli6"ed i* &GC( by a* Act ,2 Pa+lia e*t t, 8+,5ide c+edit a*d ,t"e+ 2acilitie6 2,+ t"e
de5el,8 e*t ,2 t"e 2led4li*4 I*dia* i*du6t+y-!$0 It i6 cu++e*tly &%t" la+4e6t de5el,8 e*t ba*7 i* t"e <,+ld i* te+ 6 ,2 +eac" <it" &D&/ ATM6) &&&& b+a*c"e6 i*cludi*4 ,*e ,5e+6ea6 b+a*c" at DIFC) Dubai a*d DCC ce*te+6 i*cludi*4 t<, ,5e+6ea6 ce*t+e6 at Si*4a8,+e E Bei3i*4-!.0 S, e ,2 t"e i*6tituti,*6 built by IDBI a+e t"e Secu+itie6 a*d E;c"a*4e B,a+d ,2 I*dia ISEBIJ) Nati,*al St,c7 E;c"a*4e ,2 I*dia INSEJ) t"e Nati,*al Secu+itie6 De8,6it,+y Li ited INSDLJ) t"e St,c7 H,ldi*4 C,+8,+ati,* ,2 I*dia Li ited ISHCILJ) t"e C+edit A*aly6i6 E Re6ea+c" Ltd) t"e E;i Ba*7 II*diaJ) t"e S all I*du6t+ie6 De5el,8 e*t Ba*7 ,2 I*dia ISIDBIJ) t"e E*t+e8+e*eu+6"i8 De5el,8 e*t I*6titute ,2 I*dia) a*d IDBI Ba*7) <"ic" i6 ,<*ed by t"e I*dia* G,5e+* e*t- IDBI Ba*7 i6 ,* a 8a+ <it" *ati,*ali@ed ba*76 a*d t"e SBI G+,u8 a6 2a+ a6 4,5e+* e*t ,<*e+6"i8 i6 c,*ce+*ed- It i6 ,*e a ,*4 t"e $C c, e+cial ba*76 ,<*ed by t"e G,5e+* e*t ,2 I*dia- T"e Ba*7 "a6 a* a44+e4ate bala*ce 6"eet 6i@e ,2 R6-$G%F-.D billi,* a6 ,* .& Ma+c" $%&$
8%er%iew of de%elo+ment 7an&in, in India T"e c,*ce8t ,2 de5el,8 e*t ba*7i*4 +,6e ,*ly a2te+ Sec,*d A,+ld Aa+) a2te+ t"e G+eat De8+e66i,* i* &G.%6- T"e de a*d 2,+ +ec,*6t+ucti,* 2u*d6 2,+ t"e a22ected *ati,*6 c, 8elled i* 6etti*4 u8 a <,+ld<ide i*6tituti,* 2,+ +ec,*6t+ucti,*- A6 a +e6ult t"e IBRD <a6 6et u8 i* &G(/ a6 a <,+ld<ide i*6tituti,* 2,+ de5el,8 e*t a*d +ec,*6t+ucti,*- T"i6 c,*ce8t "a6 bee* <ide*ed all ,5e+ t"e <,+ld a*d +e6ulted i* 6etti*4 u8 ,2 la+4e *u be+ ,2 ba*76 a+,u*d t"e <,+ld <"ic" c,,+di*ati*4 t"e de5el,8 e*tal acti5itie6 ,2 di22e+e*t *ati,*6 <it" di22e+e*t ,b3ecti5e6 a ,*4 t"e <,+ld- T"e Na+a6"i a 2u*cti,*6 a*d t, 8e+2,+ S-H-K"a* c, u*i5e+6al ba*7-!(0 T"e c,u+6e ,2 de5el,8 e*t ,2 2i*a*cial i*6tituti,*6 a*d 8u+6ued i* I*dia <it" e 8"a6i6 ,* t, a+7et6 du+i*4 t"e 8,6t' c, ittee "ad +ec, e*ded t, 4i5e u8 it6 di+ect 2i*a*ci*4 e*ded it6 t+a*62,+ ati,* i*t, a ,*ly t"e 8+, ,ti,*al a*d +e2i*a*ci*4 +,le- H,<e5e+) t"e
ittee) a88,i*ted by t"e RBI) +ec,
I*de8e*de*ce 8e+i,d <a6 la+4ely 4uided by t"e 8+,ce66 ,2 8la**ed de5el,8 e*t ,bili6ati,* ,2 6a5i*46 a*d c"a**eli*4 i*5e6t e*t eet Pla* 8+i,+itie6- At t"e ti e ,2 I*de8e*de*ce i* &G(D) I*dia "ad a 2ai+ly <ell
de5el,8ed ba*7i*4 6y6te - T"e ad,8ti,* ,2 ba*7 d, i*ated 2i*a*cial de5el,8 e*t
6t+ate4y <a6 ai ed at de5el,8i*4 6",+t'te+
eeti*4 t"e 6ect,+al c+edit *eed6) 8a+ticula+ly ,2 a4+icultu+e a*d e+cial ba*7i*4 *et<,+7 eeti*4 t"e
i*du6t+y- T,<a+d6 t"i6 e*d) t"e Re6e+5e Ba*7 c,*ce*t+ated ,* +e4ulati*4 a*d ec"a*i6 6 2,+ i*6tituti,* buildi*4- T"e c, <a6 e;8a*ded t, cate+ t, t"e +e=ui+e e*t6 ,2 4e*e+al ba*7i*4 a*d 2,+
<,+7i*4 ca8ital +e=ui+e e*t6 ,2 i*du6t+y a*d a4+icultu+e- S8eciali6ed a3,+ity ,<*e+6"i8 ,2 t"e Re6e+5e Ba*7 <e+e 6et u8 t, ec"a*i6 eet t"e
de5el,8 e*t 2i*a*cial i*6tituti,*6 IDFI6J 6uc" a6 t"e IDBI) NABARD) NHB a*d SIDBI) etc-) <it" l,*4'te+ 2i*a*ci*4 +e=ui+e e*t6 ,2 i*du6t+y a*d a4+icultu+e- T, 2acilitate t"e 4+,<t" t, 8+,5ide c,*ce66i,*al 2i*a*ce t, t"e6e i*6tituti,*6
,2 t"e6e i*6tituti,*6) a
<a6 al6, 8ut i* 8lace by t"e Re6e+5e Ba*7T"e 2i+6t de5el,8 e*t ba*7 I* I*dia i*c,+8,+ated i 8i,*ee+ i*6tituti,*al c+edit t, ediu ediately a2te+ i*de8e*de*ce i*
&G(F u*de+ t"e I*du6t+ial Fi*a*ce C,+8,+ati,* Act a6 a 6tatut,+y c,+8,+ati,* t, a*d la+4e'6cale- T"e* a2te+ i* +e4ula+ i*te+5al6 t"e 4,5e+* e*t 6ta+ted *e< a*d di22e+e*t de5el,8 e*t 2i*a*cial i*6tituti,*6 t, attai* t"e di22e+e*t ,b3ecti5e6 a*d "el82ul t, 2i5e'yea+ 8la*6-
Industrial De%elo+ment Ban& of India ;IDBI< T"e I*du6t+ial De5el,8 e*t Ba*7 ,2 I*dia IIDBIJ <a6 e6tabli6"ed ,* & July &GC( u*de+ a* Act ,2 Pa+lia e*t a6 a <",lly ,<*ed 6ub6idia+y ,2 t"e Re6e+5e Ba*7 ,2 I*dia- I* &C Feb+ua+y &GDC) t"e ,<*e+6"i8 ,2 IDBI <a6 t+a*62e++ed t, t"e G,5e+* e*t ,2 I*dia a*d it <a6 ade t"e 8+i*ci8al 2i*a*cial i*6tituti,* 2,+ c,,+di*ati*4 t"e acti5itie6 ,2 i*6tituti,*6 e*4a4ed i* 2i*a*ci*4) 8+, ,ti*4 a*d de5el,8i*4 i*du6t+y i* t"e c,u*t+y- Alt",u4" G,5e+* e*t 6"a+e",ldi*4 i* t"e Ba*7 ca e d,<* bel,< &%%O 2,ll,<i*4 IDBI?6 8ublic i66ue i* July &GG/) t"e 2,+ e+ c,*ti*ue6 t, be t"e a3,+ 6"a+e",lde+ Icu++e*t 6"a+e",ldi*4# D/OJ- IDBI 8+,5ide6 2i*a*cial a66i6ta*ce) b,t" i* +u8ee a*d 2,+ei4* cu++e*cie6) 2,+ 4+ee*'2ield 8+,3ect6 a6 al6, 2,+ e;8a*6i,*) ,de+*i6ati,* a*d di5e+6i2icati,* 8u+8,6e6- I* t"e <a7e ,2 2i*a*cial 6ect,+ +e2,+ 6 u*5eiled by t"e 4,5e+* e*t 6i*ce &GG$) IDBI al6, 8+,5ide6 i*di+ect 2i*a*cial a66i6ta*ce by <ay ,2 +e2i*a*ci*4 ,2 l,a*6 e;te*ded by State'le5el 2i*a*cial i*6tituti,*6 a*d ba*76 a*d by <ay ,2 +edi6c,u*ti*4 ,2 bill6 ,2 e;c"a*4e a+i6i*4 ,ut ,2 6ale ,2 i*di4e*,u6 ac"i*e+y ,* de2e++ed 8ay e*t te+ 6-!citation needed0
IDBI "a6 8layed a 8i,*ee+i*4 +,le) 8a+ticula+ly i* t"e 8+e'+e2,+ G,5e+* e*t',+dai*ed >de5el,8 e*t ba*7i*4? c"a+te+-!citation needed0 Na+a6i a +ec, c, ittee!/0 +ec,
e+a I&GC(MG&J)i*
cataly@i*4 b+,ad ba6ed i*du6t+ial de5el,8 e*t i* t"e c,u*t+y i* 7ee8i*4 <it" it6
e*d6 t"at IDBI 6",uld 4i5e u8 it6 di+ect 2i*a*ci*4 ittee e*d
2u*cti,*6 a*d c,*ce*t+ate ,*ly i* 8+, ,ti,*al a*d +e2i*a*ci*4 +,le- But t"i6 e*dati,* <a6 +e3ected by t"e 4,5e+* e*t- Late+ RBI c,*6tituted a c, ittee i6 t"e 2i+6t t, +ec, u*de+ t"e c"ai+ a*6"i8 ,2 S-H-K"a* t, e;a i*e t"e c,*ce8t ,2 de5el,8 e*t 2i*a*ci*4 i* t"e c"a*4ed 4l,bal c"alle*4e6- T"i6 c, t"e c,*ce8t ,2 u*i5e+6al ba*7i*4- T"e c, i*6tituti,* t, di5e+6i2y it6 acti5ity- It +ec, di6ti*cti,* bet<ee* c, I*,2 IDBI Act$ecent de%elo+ments T, eet e e+4i*4 c"alle*4e6 a*d t, 7ee8 u8 <it" +e2,+ 6 i* 2i*a*cial 6ect,+) IDBI "a6 ta7e* 6te86 t, +e6"a8e it6 +,le 2+, c, a de5el,8 e*t 2i*a*ce i*6tituti,* t, a e+cial i*6tituti,*- Ait" t"e Industrial Development Bank (Transfer of ittee <a*ted t"e de5el,8 e*t 2i*a*cial e*ded t, "a+ ,*i6e t"e +,le ,2 t"e c,*5e*ti,*al
de5el,8 e*t 2i*a*ci*4 a*d ba*7i*4 acti5itie6 by 4etti*4 a<ay 2+, e+cial ba*7i*4 a*d de5el,8 e*tal ba*7i*4-
Undertaking and Repeal) Act) $%%.) IDBI attai*ed t"e 6tatu6 ,2 a li ited c, 8a*y 5i@- NI*du6t+ial De5el,8 e*t Ba*7 ,2 I*dia Li itedN IIDBILJSub6e=ue*tly) t"e $eser%e Ban& of India IRBIJ i66ued t"e +e=ui6ite *,ti2icati,* ,* .% Se8te be+ $%%( i*c,+8,+ati*4 IDBI a6 a H6c"eduled ba*7H u*de+ t"e RBI Act) &G.(- C,*6e=ue*tly) IDBI) 2,+ ally e*te+ed t"e 8,+tal6 ,2 ba*7i*4 bu6i*e66 a6 IDBIL 2+, IDBI BANK) <a6 e+4ed i*t,& Oct,be+ $%%(- T"e c, e+cial ba*7i*4 a+ )
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•
Da*iel
I&GGGJ
defines
elect+,*ic
ba*7i*4
a6
t"e
deli5e+y
,2 ba*76H i*2,+ ati,* a*d 6e+5ice6 by ba*76 t, cu6t, e+6 5ia di22e+e*t deli5e+y 8lat2,+ 6 t"at ca* be u6ed <it" di22e+e*t te+ i*al de5ice6 6uc" a6 a 8e+6,*al c, 8ute+ a*d a di4ital tele5i6i,*• Acc,+di*4 t, Bi+c" a*d B,u*4 I&GGDJ a*aly@ed t"e c,*6u e+ 6ide 2,+ e' ba*7i*4 a*d t"e +e6ult6 6",<ed t"at c,*6u e+6 ba6ically 6ee7 2,+ t+a*6acti,*al e22icie*cy) c",ice 2,+ c,+e a*d *,*'c,+e ba*7i*4 8+,duct6 a*d acce66 t, c, 8etiti5e 8+ice6 a*d +etu+*6 • Si 86,* I$%%$J 6u44e6t6 t"at e'ba*7i*4 i6 d+i5e* la+4ely by t"e 8+,68ect6 ,2 ,8e+ati*4 c,6t6 i* de5el,8ed • i*i i@ati,* a*d ,8e+ati*4 +e5e*ue6 a;i i@ati,*- A a+7et6 +e5eal t"at ,+e *,ticeablec, 8a+i6,* ,2 ,*li*e ba*7i*4 i* de5el,8ed a*d e e+4i*4 a+7et6 l,<e+ c,6t6 a*d "i4"e+ +e5e*ue6 a+e ,bile 8",*e <it" b+,<6e+ ,+ de67t,8 6,2t<a+e) tele8",*e ,+
J,6e8" et al- I&GGGJ e;a i*ed t"e i*2lue*ce ,2 i*te+*et ,* t"e deli5e+y ,2ba*7i*4 6e+5ice6- T"ey 2,u*d 6i; 8+i a+y di e*6i,*6 ,2 e'ba*7i*4 6e+5ice=uality 6uc" a6 c,*5e*ie*ce a*d accu+acy) 2eedbac7 a*d c, 8lai*t a*a4e e*t)e22icie*cy) =ueue a*a4e e*t) acce66ibility a*d cu6t, i@ati,*-
• • M,l6I&GGGJ ac7*,<led4ed t"at t"e i*te+*et ba*7i*4 i6 a* i**,5ati5e di6t+ibuti,* c"a**el t"at ,22e+6 le66 <aiti*4 ti e a*d a "i4"e+ 68atial c,*5e*ie*ce t"a* t+aditi,*al b+a*c" ba*7i*4 <it" 6i4*i2ica*tly l,<e+ c,6t 6t+uctu+e t"a* t+aditi,*al deli5e+y c"a**el6- I*te+*et ba*7i*4 +educe6 *,t ,*ly ,8e+ati,*al c,6t t, t"e ba*7 but al6, lead6 t, "i4"e+ le5el6 ,2 cu6t, e+ 6ati62acti,* a*d +ete*ti,*- A6 a +e6ult i*te+*et ba*7i*4 i6 5e+y att+acti5e t, ba*76 a*d c,*6u e+6) <", *,< "a5e "i4"e+ acce8ta*ce t, *e< tec"*,l,4y-
/". 7ac&,round of the study
I* t,day?6 2a6t 8ace li2e <"e+e ,6t ,2 t"e 8e,8le i* 2a ily <,+7i*4 i*cludi*4 <, e*?6 t"e+e i6 *, 2ea6ible ti i*4 <"e* t"ey ca* 5i6it t"e
ba*7 -E' ba*7i*4 i6 6,luti,* t, t"i6 8+,ble 4,t t"at uc" acce8ta*ce i* I*dia e;ce8t
but 6till e'ba*7i*4 "a6 *,t et+,6 a*d tie+'& citie6- T"e
6tudy i6 u*de+ta7e* t, 7*,< a<a+e*e66 a*d 8+e2e+e*ce t,<a+d6 e' ba*7i*4 6e+5ice6 ,2 IDBI Ba*7 i* billi ,+a
/"/ +ro7lem statement
T"e e' ba*7i*4 6e+5ice6 "a6 *,t yet acce8ted t, a88+eciable le5el i* citie6 ,t"e+ t"a* et+,6- T, 8e*et+ate 2u+t"e+ i* a+7et) ba*76 *eed t, a7e 6t+ate4y t, deal <it" c+eati*4 a<a+e*e66 a*d 8+e2e+e*ce t,<a+d6 ba*7i*4- T"e 6tudy i6 u*de+ta7e* t, 7*,< a<a+e*e66 a*d 8+e2e+e*ce t,<a+d6 e'ba*7i*4 6e+5ice6 ,2 IDBI Ba*7 i* billi ,+a-
/"0 8B>ECTI)E 8= !T(D* • • Fi*d t"e cu6t, e+ 6ati62acti,* +elati*4 t, E'ba*7i*4 6e+5iceT, 6tudy t"e a<a+e*e66 ,2 i*te+*et ba*7i*4 a ,*4 t"e cu6t, e+6 ,2 IDBI ba*76• • To study concept of E-banking. T, 6tudy t"e c, 8a+i6,* ,2 ATM) Net ba*7i*4 a*d M,bile ba*7i*4 2acility u6ed by t"e cu6t, e+ i* IDBI ba*7-
.-/ Li itati,*6 ,2 t"e Study T"e 4e,4+a8"ical 6c,8e ,2 t"e 6tudy <a6 li ited t, BILIMORA city a*d d,e6 *,t +e8+e6e*t t"e <",le 6tate) <"ic" a7e6 it di22icult t, 4e*e+ali@e t"e 2i*di*46-
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ET:8D868G*
0"- $esearch Desi,n It "a6 bee* cla66i2ied i*t, 2,u+ 6ub6ecti,*6 t"ey a+e) I&J Sa 8le 6electi,* a*d 6i@eL I$J Sa 8li*4 8+,cedu+eL I.J Data c,llecti,*L a*d I(J A*alytical t,,l6
I&J Sa 8le Selecti,* a*d 6i@e# T"e 2i+6t 6te8 ,2 +e6ea+c" i6 6a 8le 6electi,*- T"e t,tal c,*6u e+6 c,5e+ed <e+e .%%T"e 6a e *u be+6 ,2 =ue6ti,**ai+e6 <e+e di6t+ibuted- Re6ult6 a+e ba6ed ,* t"e +e68,*6e ,2 t"e6e .%% +e68,*de*t6-
I$J Sa 8li*4 8+,cedu+e# T"e c,*6u e+6 a+e 6elected by t"e c,*5e*ie*ce 6a 8li*4 u*it6 2+, et",d- T"e 6electi,* ,2
t"e 8,8ulati,* ba6ed ,* t"ei+ ea6y a5ailability a*d acce66ibility t, t"e
+e6ea+c"e+ i6 7*,<* a6 c,*5e*ie*ce 6a 8li*4- C,*5e*ie*ce 6a 8li*4 i6 at it6 be6t i* 6u+5ey6 deali*4 <it" a* e;8l,+at,+y 8u+8,6e 2,+ 4e*e+ati*4 idea6 a*d "y8,t"e6i6-
I.J Met",d ,2 Data c,llecti,*#
Data ca* be c,llected i* di22e+e*t <ay6 2+,
t"e 6ub3ect ,2 6tudy- O*e
et",d i6 t,
,b6e+5e 6ub3ect6 ,* ce+tai* 8a+a ete+6) <"ic" i6 called ,b6e+5ati,* 6tudie6- I* 6uc" 6tudie6) t"e 6ub3ect6 I+e68,*de*t6J by a67i*4 t"e t"e ,b6e+5ati,* =ue6ti,*6 t"+,u4" a =ue6ti,**ai+eF,+ i*6ta*ce) i2 +e6ea+c" "a6 t, be d,*e ,* t"e t+a22ic 2l,< at a 8a+ticula+ 3u*cti,*) t"e* et",d i6 be6t- O* t"e ,t"e+ "a*d) i2 c,*6u e+ 8+e2e+e*ce6 ab,ut a et",d*e< 8+,duct a+e t, be e6ti ated) t"e* a =ue6ti,**ai+e 2,+ ,btai*i*4 c,*6u e+ +e68,*6e6 i6 t"e be6t
I(J A*alytical t,,l6 i* t"e +e6ea+c" de6i4* a*alytical t,,l6 u6ed C"a+t6(-$ S,u+ce6 ,2 t"e Data Data 2+, t<, ai* 6,u+ce6 <e+e u6ed)
P+i a+y DataSec,*da+y Data-
(-. Data C,llecti,* Met",d P+i a+y 6,u+ce6 P+i a+y data <a6 ,btai*ed t"+,u4" =ue6ti,**ai+e6 2illed by 8e,8le +e6idi*4 t"e city ,2 Bili ,+a a*d t"+,u4" di+ect c, Sec,*da+y 6,u+ce6 T"e 6ec,*da+y 6,u+ce6 ,2 data <e+e ta7e* 2+, +e8,+t6) a+ticle6 etct"e 5a+i,u6 <eb6ite6) b,,76) 3,u+*al6 u*icati,* <it" +e68,*de*t6 i* t"e 2,+ ,2 I*te+5ie<
(-( Sa 8le Selecti,* a*d 6i@e T"e 2i+6t 6te8 ,2 +e6ea+c" i6 6a 8le 6electi,*- T"e t,tal c,*6u e+6 c,5e+ed <e+e .%%- T"e 6a e *u be+6 ,2 =ue6ti,**ai+e6 <e+e di6t+ibuted- Re6ult6 a+e ba6ed ,* t"e +e68,*6e ,2 t"e6e .%% +e68,*de*t6-
(-/ Sa 8li*4
et",d et",d- T"e 6electi,*
T"e c,*6u e+6 a+e 6elected by t"e c,*5e*ie*ce 6a 8li*4 ,2 u*it6 2+,
t"e 8,8ulati,* ba6ed ,* t"ei+ ea6y a5ailability a*d acce66ibility t, t"e
+e6ea+c"e+ i6 7*,<* a6 c,*5e*ie*ce 6a 8li*4- C,*5e*ie*ce 6a 8li*4 i6 at it6 be6t i* 6u+5ey6 deali*4 <it" a* e;8l,+at,+y 8u+8,6e 2,+ 4e*e+ati*4 idea6 a*d "y8,t"e6i6-
(-C Re6ea+c" Pla* De6c+i8ti5e Re6ea+c" Pla* Re6ea+c"e+ "a6 u6ed de6c+i8ti5e +e6ea+c" de6i4*) a 6cie*ti2ic et",d <"ic" i*5,l5e6
,b6e+5i*4 a*d de6c+ibi*4 t"e be"a5i,+ ,2 a 6ub3ect <it",ut i*2lue*ci*4 it i* a*y <ay-
(-D Met",d ,2 Data c,llecti,* Data ca* be c,llected i* di22e+e*t <ay6 2+, t"e 6ub3ect ,2 6tudy- O*e et",d i6 t,
,b6e+5e 6ub3ect6 ,* ce+tai* 8a+a ete+6) <"ic" i6 called ,b6e+5ati,* 6tudie6- I* 6uc" 6tudie6) t"e 6ub3ect6 I+e68,*de*t6J by a67i*4 t"e t"e ,b6e+5ati,* =ue6ti,*6 t"+,u4" a =ue6ti,**ai+eF,+ i*6ta*ce) i2 +e6ea+c" "a6 t, be d,*e ,* t"e t+a22ic 2l,< at a 8a+ticula+ 3u*cti,*) t"e* et",d i6 be6t- O* t"e ,t"e+ "a*d) i2 c,*6u e+ 8+e2e+e*ce6 ab,ut a et",d*e< 8+,duct a+e t, be e6ti ated) t"e* a =ue6ti,**ai+e 2,+ ,btai*i*4 c,*6u e+ +e68,*6e6 i6 t"e be6t
1"DATA ANA6*!I! AND INTE$#$ETATI8N
Demo,ra+hic ?uestions @
?"- GENDE$ Male &(G
Fe ale
/%
Inter+retation@ A6 8e+ t"e 4+a8" 6",<6 a3,+ity +e68,*de*t6 a+e Male i-e D/O E $/O Fe ale"
?". AGE $/'./ ./'(/ (/Eab,5e (G (G (F
Inter+retation@ A6 8e+ t"e 4+a8" 6",<6 t"at $CO +e68,*de*t6 i* &F'$/ yea+) $/O +e68,*de*t6 a+e $/' ./yea+) $/O +e68,*de*t6 a+e ./'(/yea+) $(O +e68,*de*t6 a+e (/ Eab,5e-
?"/ 8CC(#ATI8N bu6i*e66 8+,2e66i,*al 6tude*t e 8l,yee /C /G /( /%
Inter+retation A6 8e+ t"e 4+a8" 6",<6 t"at $FO +e68,*de*t6 i* bu6i*e66 6ect,+) .%O +e68,*de*t6 a+e P+,2e66i,*al) &DO +e68,*de*t6 a+e Stude*t) $/O +e68,*de*t6 a+e E 8l,yee-
?"0 ANN(A6 INC8 E bel,< & lac &'$ lac $'. lac .'( lac ( lac E ab,5e (C C% /& $D &/
Inter+retation@ T"e 4+a8" 6",<6 t"at $.O +e68,*de*t6 4et a A**ual I*c, e ,2 bel,< &Lac) .%O +e68,*de*t6 A**ual i*c, e ,2 &Lac t, $lac) $CO +e68,*de*t6 4et A**ual i*c, e ,2 $lac t, .lac) &(O +e68,*de*t6 4et A**ual i*c, e ,2 .lac t, (lac a*d REMAINING DO +e68,*de*t6 4et A**ual i*c, e bel,< (lac -
?"- (!E E-BANKING ye6 *, F$ &&D
Inter+retation@ F+, t"e 6a 8le ,2 +e68,*de*t6) (&O 8e+6,*6 a+e u6i*4 E'ba*7i*4 a*d /GO 8e+6,*6 a+e *,t u6i*4 E'ba*7i*4-
?". Aware of the online ser%ice +ro%ided Be6 N, F$ %
Inter+retation@ F+, t"e 6a 8le ,2 +e68,*de*t6) &%%O 8e+6,*6 a+e A<a+e ,2 ,*li*e 6e+5ice 8+,5ided-
?"/ Aware of internet 7an&in, char,es Be6 NO C/ &D
Inter+retation@ F+, t"e 6a 8le ,2 +e68,*de*t6) DGO 8e+6,*6 a+e A<a+e ,2 E'ba*7i*4 c"a+4e6 a*d $&O 8e+6,*6 a+e *,t A<a+e ,2 E'ba*7i*4 c"a+4e6-
?"0 #reference for E-Ban&in, +roduct 2u*d Bill RANK +a*7'& +a*7'$ +a*7'. +a*7'( +a*7'/ +a*7'C +a*7'D +a*7'F T,tal ATM $/ .% &( & . ( $ . F$ t+a*62e ,*li*e ,*li*e c+edit ca+d $ $ ( . F &F &( .& F$ E' tic7et . ( . && &. $/ &D C F$ Ba*7 6tate e*t D C . / ( &. $C &F F$ 8ay e*t + $F &% $F / G .. C G $ / . D . D . C F$ F$ i*5e6t e*t 6",8i*4 . ( / / C G $/ $$ $% $. ( &% &% ( G / F$ F$
Inter+retation@ Pe,8le 4i5e i 8,+ta*ce t, 6e+5ice ,2 idbi ba*7 <"ic" a+e +a*7i*4 a6 Bill 8ay e*t) ATM) Fu*d t+a*62e+) ,*li*e i*5e6t e*t) ,*li*e 6",88i*4) E'Tic7et) Ba*7 6tate e*t +e68ecti5ely -
?"1 $eason for usin, E-7an&in, 6a5e E ,*ey Rea6,* 2,+ u6i*4 E'ba*7i*4 &D .F %( ti e A*y ti e acce66 Ta; 8ay e*t Reduce Ad i*i6t+ati5e ,5e+"ead $.
Inter+retation@ T"i6 4+a8" 6",<6 t"e Rea6,* 2,+ u6i*4 E'ba*7i*4 li7ePP &D Pe+6,*6 +e68,*de*t6 6a5e ti e E ,5e+"ead,*ey) .F Pe+6,*6 +e68,*de*t6 A*y ti e acce66)
( 8e+6,*6 +e68,*de*t6 Ta; 8ay e*t) $. 8e+6,*6 +e68,*de*t6 Reduce ad i*i6t+ati5e
?"2 $an& the followin, !er%ices of id7i 7an& 5ie< acc,u*t t .% $D &. ( & & C F$ bill t .% $F &$ . . ( $ F$ 2u*d + &C / ./ &. ( . C F$ 8ay e*t $ C G $D C &% $$ F$ t+a*6acti, c+edit ca+d * 6tate e*t . . D $/ $C G G F$ 6tate e* 8ay e* t+a*62e +a*7'& +a*7'$ +a*7'. +a*7'( +a*7'/ +a*7'C +a*7'D T,tal *e< 2u*d t+a*62e + % . . G $F $G &% F$ debit ca+d 6tate e* t ( F C . && $( $C F$
Inter+retation@
Pe,8le 4i5e i 8,+ta*ce t, 6e+5ice ,2 idbi ba*7 <"ic" a+e +a*7i*4 a6 #' 5ie< acc,u*t 6tate e*t) bill 8ay e*t) 2u*d t+a*62e+) c+edit ca+d 8ay e*t) t+a*6acti,* 6tate e*t) *e< 2u*d t+a*62e+) debit ca+d 6tate e*t +e68ecti5ely-
Q-D Ra*7 t"e 2,ll,<i*4 State e*t6 t, y,u+ A4+ee e*t le66e *6 t"e 2a6 ea6y ba*7i *4 ti,*6 6t+,*4ly a4+ee A4+ee ,de+at e di6a4+ee 6t+,*4ly di6a4+ee &/ .F $D & & F$ &( $$ .& &( & F$ && $D .. && % F$ &C .$ $$ && $ F$ $& .& $& G % F$ $$ ./ &( D ( F$ $F .% $& . % F$ $% (& &/ C % F$ ./ $D &C ( % F$ $% (& &( C & F$ ./ $D &C ( % F$ t a* d y accu+a tely 4 =ue+ie 6 6e+5ice 6 +t"y a*d 6ecu+e a+e 2u*d t+a*62e+ 6e+5ice i6 ea6y "u a* e++,+ 6 8+,5ide 6a5 d $(RD e6 6table ti e6 a*yti e a*d a*y< "e+ ba*7i *4 2acilit y l,< e+ t+a* 6act i,* 2ee6 ea6y acce66
t+a*6acti,*data "i6t,+ical
ba*7i* t+u6t<,
t+a6ac ea6
Inter+retation@ F+, t"e ab,5e 4+a8" it i6 i*dicated t"at e'ba*7i*4 i6 u6ed ,6tly a6 it i6 a*yti e
a*d a*y<"e+e ba*7i*4 2acility E Ea6y acce66 t, t+a*6acti,* data )ea6y ba*7i*4 t+a*6acti,*6) 6e+5ice6 a+e t+u6t<,+t"y a*d 6ecu+e) 2u*d t+a*62e+ 6e+5ice i6 ea6y) le66e*6 t"e "u a* e++,+6) 8+,5ided $(RD 6table) 6a5e6 ti e6) +e68ecti5elyl,<e+ t+a*6acti,* 2ee6
Q-F Rate y,u+ Sati62acti,* <it" E'Ba*7i*4 5ie< acc,u*t t .% $D &. ( & & C bill t .% $F &$ . . ( $ 2u*d + &C / ./ &. ( . C 8ay e*t $ C G $D C &% $$ t+a*6acti, c+edit ca+d * 6tate e*t . . D $/ $C G G 6tate e* 8ay e* t+a*62e +a*7'& +a*7'$ +a*7'. +a*7'( +a*7'/ +a*7'C +a*7'D *e< 2u*d t+a*62e + % . . G $F $G &% debit ca+d 6tate e* t ( F C . && $( $C
Inter+retation@ Pe,8le 4i5e i 8,+ta*ce t, 6e+5ice ,2 idbi ba*7 <"ic" a+e +a*7i*4 a6 #' 5ie< acc,u*t 6tate e*t) bill 8ay e*t) 2u*d t+a*62e+) c+edit ca+d 8ay e*t) t+a*6acti,* 6tate e*t) *e< 2u*d t+a*62e+) debit ca+d 6tate e*t +e68ecti5elyQ-G Rate Ba++ie+6 t, E'Ba*7i*4 Se+5ice
hacking of account s rank-1 mos challengi ng rank-2 rank-3 rank-4 rankleast challengi ng .( &D %. %% $F
security issues
authenticat ion issues
grievance s of banking
Connectiv
e- ity
.%
%G
issues $.
&/
$D $& %( %%
.. .( %/ %&
.. &F %F %%
.% $D &% %%
Inter+retation@ T"e a3,+ ba++ie+6 t, E'Ba*7i*4 Se+5ice a+e 6ecu+ity i66ue6) a*d "ac7i*4 ,2 acc,u*t6 !
grievances of e-banking issues! connectivity respectively. These
barriers are found to be challenging for them "hile respondents are neutral about the authentication issues. 2"A $E!(6T AND =INDING!
• • • • • •
T"e
,6t ,2 t"e +e68,*de*t6 a+e
ale i-e- D/O
(&O 8e,8le u6e E'ba*7i*4&%%O 8e,8le a<a+e ,2 t"e ,*li*e 6e+5ice 8+,5ided by idbi ba*7DG O 8e,8le a<a+e ,2 i*te+*et ba*7i*4 c"a+4e6 a88lied 2,+ idbi ba*7M,6t ,2 8e,8le u6i*4 E'ba*7i*4 becau6e it ca* be acce66 a*y ti ePe,8le 4i5e i 8,+ta*ce t, 6e+5ice ,2 idbi ba*7 <"ic" a+e +a*7i*4 a6 #' 5ie< acc,u*t 6tate e*t ) bill 8ay e*t ) 2u*d t+a*62e+) c+edit ca+d 8ay e*t)
t+a*6acti,* 6tate e*t) *e< 2u*d t+a*62e+) debit ca+d 6tate e*t ) • F+, t"e ab,5e 4+a8" <e ca* c,*clude t"at i* A*y ti e a*d a*y<"e+e
ba*7i*4 2acility E Ea6y acce66 t, t+a*6acti,* data a*d "i6t,+ical 6",<6 t"at ,6t ,2 +e68,*6e i6 6t+,*4ly a4+ee E ea6y ba*7i*4 t+a6acti,*6) 6e+5ice6 a+e t+u6t<,+t"y a*d 6ecu+e) 2u*d t+a*62e+ 6e+5ice i6 ea6y) le66e*6 t"e "u a* e++,+6) 8+,5ided $(RD 6table) 6a5e6 ti e6) l,<e+ t+a*6acti,* 2ee6 6",<6 t"at ,6t ,2 +e68,*6e i6 *eut+al• •
•
,6t ,2
+e68,*6e a+e a4+ee a*d 2a6t a*d ea6y) accu+ately ba*7i*4 =ue+ie6 6",<6 t"at
Pe,8le 4i5e i 8,+ta*ce t, 6e+5ice ,2 idbi ba*7 <"ic" a+e +a*7i*4 a6 #' 5ie< acc,u*t 6tate e*t) bill 8ay e*t) 2u*d t+a*62e+) c+edit ca+d 8ay e*t) t+a*6acti,* 6tate e*t) *e< 2u*d t+a*62e+) debit ca+d 6tate e*tPe,8le 4i5e Rate Ba++ie+6 t, E'Ba*7i*4 Se+5ice t, 6ecu+ity i66ue6) a*d "ac7i*4 ,2 acc,u*t6 ,6t c"alle*4i*4 E authentication issues! grievances of ,6t ,2 +e68,*6e a+e e-banking issues! connectivity 6",<6 t"at
c"alle*4i*4 a*d authentication issues 6",<6 t"at Neut+al-
3"C8NC6(!I8N
4"!(GGE!TI8N
A**e;u+e ?uestionnaires I) Ra5i Patel t"e 6tude*t ,2 MBA) NLSIMCS INa56a+iJ) d,i*4 a SIP 8+,3ect titled 9 To study the Customer satisfaction towards E-BANKING with reference to IDBI BANK”- T"i6 6tudy i6 ,*ly 2,+ acade ic 8u+8,6e a*d <e 8+, i6e y,u t"at i*2,+ ati,* 8+,5ided by y,u <ill be 7e8t c,*2ide*tial) u*de+ a*y ci+cu 6ta*ce61. Plea6e 4i5e t+ue a*d c,++ect i*2,+ ati,*$- Plea6e tic7 ISJ i* t"e b,; ? a6 8e+ a67ed-
Demo,ra+hic #rofile
Gender@Male ? Fe ale
?
A4e# &F'$/ ? $/'./ ? ./'(/ ? (/Eab,5e ?
Occu8ati,*# Bu6i*e66 ? P+,2e66i,*al ? Stude*t ? E 8l,yee ?
A**ual I*c, e#
Bel,< & lac ?
&'$ lac ?
$'. lac
?
.'( lac ? (lac E ab,5e
?
-" Do you use E-7an&in, Be6 ? N, ?
.< Are you aware of the online ser%ices +ro%ided 7y IDBI 7an&B Be6 ? N, ?
/< Are you aware of internet 7an&in, char,es a++lied for IDBI 7an&B Be6 ? N,
?
0< $an& the E -7an&in, +roduct you a%ail from your 7an& accordin, to your +reference on scale of - to 4 where - 7ein, most +referred and 4 7ein, least +referred"
? ATM ? Bill Pay e*t ? Fu*d T+a*62e+ ? O*li*e I*5e6t e*t
? ? ? ? ? ? ? ?
? #nline $hopping ? Credit card ? E-Ticketing ? %ank $tatement
1< 9hat is the reason for usin, internet 7an&in,B Sa5e ti e E ,*ey
?
a*y ti e acce66
?
Ta; 8ay e*t
?
Reduce ad i*i6t+ati5e ,5e+"ead ?
2< $an& the followin, ser%ices of the IDBI 7an&C accordin, to freDuency of usa,e of that ser%iceB;- =or mostly used E 3 for least used<
? 1ie< Acc,u*t State e*t ? Bill Pay e*t6 ? Fu*d T+a*62e+ ? C+edit ca+d 8ay e*t ? T+a*6acti,* 6tate e*t ? Ne< 2u*d t+a*62e+ ? Debit ca+d 6tate e*t
? ? ? ? ? ? ?
3< $ate the followin, statements accordin, to your a,reement or fi%e +oint scalesC disa,ree" !tatement U6i*4 E' ba*7i*4 a7e6 ea6y ba*7i*4 t+a*6acti,*6 Ba*7?6 i*te+*et 6e+5ice i6 2a6t a*d ea6y Ba*7 accu+ately 6,l5e6 y,u+ ba*7i*4 =ue+ie6 a*d 8+,ble 6 t"+,u4" i*te+*et T"e E' ba*7i*4 6ite 6e+5ice6 a+e t+u6t<,+t"y a*d 6ecu+e Fu*d t+a*62e+ 6e+5ice i6 ea6y u6i*4 E' ba*7i*4 E' ba*7i*4 le66e*6 t"e "u a* e++,+6 8e+tai*i*4 t, t+a*6acti,*6 Ba*7 8+,5ide6 $(RD 6table E' ba*7i*4 6e+5ice6 E' ba*7i*4 6a5e6 ti e a6 c, 8a+ed t, c,*5e*ti,*al ba*7i*4 E' ba*7i*4 8+,5ide6 a*yti e a*d a*y<"e+e 1 2 3 4 5 where - is 7ein, stron,ly a,ree and 1 7ein, stron,ly
ba*7i*4 2acility E' ba*7i*4 "a6 l,<e+ t+a*6acti,* 2ee6 E' ba*7i*4 all,<6 ea6y acce66 t, t+a*6acti,* data b,t" +ece*t a*d "i6t,+ical 4< $ate your satisfaction with E- 7an&in, !er%ices of the IDBI 7an& on scale fi%e +oint scale C where - is 7ein, stron,ly satisfied and 1 7ein, stron,ly dissatisfied" E- 7an&in, !er%ices of the IDBI 7an& 1ie< Acc,u*t State e*t Bill Pay e*t6 Fu*d T+a*62e+ C+edit ca+d 8ay e*t T+a*6acti,* 6tate e*t Ne< 2u*d t+a*62e+ Debit ca+d 6tate e*t 1 2 3 4 5
5< $ate 7arriers to E- 7an&in, !er%ices on scale fi%e +oint scaleC where - is 7ein, most challen,in, and 1 7ein, stron,ly challen,in," Barriers Hac7i*4 ,2 acc,u*t6 Secu+ity i66ue6 Aut"e*ticati,* i66ue6 G+ie5a*ce6 ,2 e'ba*7i*4 i66ue6 C,**ecti5ity 1 2 3 4 5
BIB6I8G$A#:* ? C- R- K,t"a+i I$%%(J 9Re6ea+c" Met",d,l,4y: Ne< A4e I*te+*ati,*al: II*d editi,*? DeB,u*4) R-) La*4) A- A- a*d N,lle) D- E- I$%%CJ) 9H,< t"e I*te+*et A22ect6 Out8ut a*d Pe+2,+ a*ce at C, u*ity Ba*76:
? K-T- Geet"a& E 1-Mala+5i@"i$ &P+,2e66,+ a*d $A66i6ta*t P+,2e66,+) De8a+t e*t ,2 Ec,*, ic6) A5i*a6"ili*4a 'C(&%(.) Ta ilNadu) I*dia I*6titute 2,+ ", e Scie*ce a*d Hi4"e+ Educati,* 2,+ A, e* C,i bat,+e
doc_112327946.doc
DECLARATION I) Patel Ra5i7u a+ ) 6tude*t ,2 NARANLALA SCHOOL OF INDUSTRIAL MANAGEMENT AND COMPUTER SCIENCE)NA1SARI- "e+e by decla+e t"at t"e 8+,3ect +e8,+t ,* 9 : To study the Customer satisfaction towards E-BANKING with reference to IDBI BANK in Bilimora "a6 bee* u*de+ta7e* a6 a 8a+t ,2 6u i*te+*6"i8 8+,3ect i* t"e 6yllabu6 ,2 e+ a6te+ ,2 bu6i*e66 ad i*i6t+ati,*) Gu3a+at
Tec"*,l,4ical u*i5e+6ity) A" edabad- I decla+e t"at t"i6 +e8,+t "a6 *,t bee* 6ub itted t, a*y ,t"e+ u*i5e+6ity ,+ i*6titute 2,+ a*y ,t"e+ 8u+8,6e6Date# Place# Na56a+i Patel Ra5i7u a+ T-
PREFACE S, e,*e "a6 +i4"tly 6aid t"at 8+actical e;8e+ie*ce i6 2,+ bette+ a*d cl,6e+ t, t"e +eal <,+ld t"e* e+e t"e,+etical e;8,6u+e- T"e 8+actical e;8e+ie*ce "el86 t"e 6tude*t6 5ie< t"e +eal <,+ld cl,6ely) <"ic" i* tu+* <idely i*2lue*ce6 t"ei+ 8e+ce8ti,*6 a*d a+4u e*t t"ei+ u*de+6ta*di*4 ,2 t"e +eal 6ituati,*Re6ea+c" <,+7 c,*6titute6 t"e bac7b,*e ,2 a*y A 68a*T"e +e6ea+c" <,+7 e*title >?To study the Customer satisfaction towards EBANKING with reference to IDBI BANK in Bilimora : ai 6 t, a*aly@e E'ba*7i*4 5a+i,u6 6e+5ice6 8+,5ided by idbi ba*76- F,+ t"i6 8u+8,6e BILIMORA city "a5e bee* c",6e*a*a4e e*t educati,* 8+,4+a e-
a*a4e e*t 6tude*t "a6 t, d, +e6ea+c" <,+7 =uite 2+e=ue*tly du+i*4 "i6 e*ti+e
ACKNOALEDGEMENT Ae 2eel i e*6e 8lea6u+e t, 4i5e t"e c+edit ,2 ,u+ c, 8+e"e*6i5e 8+,3ect <,+7 *,t e t, ,5e ,* t"e t+ac7-
,*ly t, ,*e i*di5idual e22,+t ,2 all t",6e <", c,*ce+* <it" it- Ae <a*t t, t"a*76 t, all t",6e i*di5idual6 <", 4uided
A P+,3ect Re8,+t i6 *e5e+ 6ucce662ully c, 8leted <it",ut t"e 4uida*ce 2+, a88+,8+iate 8e+6,*- S,) *,< it i6 t"e +i4"t ti e t, e;8+e66 ,u+ 6i*ce+e 4+atitude t,<a+d6 all t",6e) <", "a5e "el8ed u6 t, c, 8lete t"e 8+,3ectAe <,uld li7e t, t"a*7 ,u+ Di+ect,+ D+- B K BHATT <", "a6 4i5e* u6 t"e ,88,+tu*ity- Ae a+e 5e+y uc" 4+ate2ul t, ,u+ 4uide) P+,2- S"ee a 6u+ya5a*6"i <",6e 4uida*ce a*d 6u88,+t "el8ed u6 t, c, 8lete t"i6 8+,3ect 6ucce662ully- Ait",ut t"ei+ 4uida*ce t"e 6tudy <,uld "a5e bee* di22icult t, c, 8lete 6ucce662ully- A*d <e a+e 4+eatly t, all ad5i6e+6 <", "el8ed u6 7*,<i*4ly ,+ u*7*,<i*4ly 2,+ 4etti*4 t"e i*2,+ ati,* a*d ta7i*4 i*te+e6t i* t"i6 +e8,+t- Ae b,t" a+e al6, t"a*72ul t, e*ti+e 2aculty a*d 6ta22 ,2 NLSIMCS) <it",ut <"ic" t"i6 8+,3ect <,uld be *,t a 6ucce662ul ,*e- La6t but *,t t"e lea6t <e <,uld li7e t, a88+eciate y 8a+e*t6 <", "a5e al<ay6 ,ti5ated t, di+ectly a*d i*di+ectly t, d, ,u+ <,+7 <it" ut ,6t dedicati,*-
T"a*7i*4 B,u M+- Patel Ra5il7u a+
E'EC(TI)E !(
A$*
INDE' Cha+ter No" . / 0 Cha+ter Name I*du6t+y O5e+5ie< C, 8a*y P+,2ile P+,duct P+,2ile ,2 C, 8a*y I*t+,ducti,* ,2 t"e Study (-& Lite+atu+e Re5ie< (-$ Bac74+,u*d ,2 t"e Study (-. P+,ble State e*t (-( Ob3ecti5e ,2 t"e Study (-/ Li itati,* ,2 t"e Study 1 Re6ea+c" Met",d,l,4y /-& Re6ea+c" De6i4* /-$ S,u+ce6 ,2 Data /-. Data C,llecti,* Met",d /-( P,8ulati,* /-/ Sa 8li*4 Met",d /-C Sa 8li*4 F+a e 2 3 4 5 /-D Data C,llecti,* I*6t+u e*t Data a*aly6i6 E I*te+8+etati,* Re6ult a*d Fi*di*46 C,*clu6i,* Su44e6ti,* #a,e No"
DO UR SELF
CONTENT
6ist of ta7les S+-N, C-& C$ C-. C-( C-/ C-C C-D C-F C-G C-&% C-&& C-&$ C-&. C-&( C-&/ C-&C C-&D C-&F C-&G C-$% C-$& C-$$ Table Na e Pa4e N,-
-"IND(!T$* 8)E$)IE9
-"- A7out the E-Ban&in, !ector -" Introduction
E ' Ba*7i*4 i*5,l5e6 c,*6u e+6 u6i*4 t"e I*te+*et t, acce66 t"ei+ ba*7 acc,u*t a*d t, u*de+ta7e ba*7i*4 t+a*6acti,*6- At t"e ba6ic le5el) I*te+*et ba*7i*4 ca* ea* t"e 6etti*4 u8 ,2 a <eb 8a4e by a ba*7 t, 4i5e i*2,+ ati,* ab,ut it6 8+,duct6 a*d 6e+5ice6- At a* ad5a*ced le5el) it i*5,l5e6 8+,5i6i,* ,2 2acilitie6 6uc" a6 acce66i*4 acc,u*t6) t+a*62e++i*4 2u*d6) a*d buyi*4 2i*a*cial 8+,duct6 ,+ 6e+5ice6 ,*li*e- I* t"e &GG%6) ba*76 +eali@ed t"at t"e +i6i*4 8,8ula+ity ,2 t"e A,+ld Aide Aeb 4a5e t"e a* added ,88,+tu*ity t, ad5e+ti6e t"ei+ 6e+5ice6- I*itially) t"ey u6ed t"e Aeb a6 a*,t"e+ b+,c"u+e) <it",ut i*te+acti,* <it" t"e cu6t, e+- Ea+ly 6ite6 2eatu+ed 8ictu+e6 ,2 t"e ba*7H6 ,22ice+6 ,+ buildi*46) a*d 8+,5ided cu6t, e+6 <it" a86 ,2 b+a*c"e6 a*d ATM l,cati,*6) 8",*e *u be+6 t, call 2,+ 2u+t"e+ i*2,+ ati,* a*d 6i 8le li6ti*46 ,2 8+,duct6-
." Definition of Electronic Ban&in, Elect+,*ic ba*7i*4 i6 a* u b+ella te+ 8e+2,+ 2,+ t"e 8+,ce66 by <"ic" a cu6t, e+ ay
ba*7i*4 t+a*6acti,*6 elect+,*ically <it",ut 5i6iti*4 a b+ic7'a*d' ,+ta+ ,+ a*,t"e+ ,2 elect+,*ic ba*7i*4#
i*6tituti,*- T"e 2,ll,<i*4 te+ 6 all +e2e+ t, ,*e 2,+
8e+6,*al c, 8ute+ IPCJ ba*7i*4) I*te+*et ba*7i*4) 5i+tual ba*7i*4) ,*li*e ba*7i*4) ", e ba*7i*4) +e ,te elect+,*ic ba*7i*4) a*d 8",*e a+e ba*7i*4- PC ba*7i*4 a*d I*te+*et ,+ ,*li*e ba*7i*4 i6 t"e ,6t 2+e=ue*tly u6ed de6i4*ati,*6- It 6",uld be ,2 ,*li*e ba*7i*4 t"at e*able6 ,de - I* ,6t PC ba*7i*4 t"at *,ted) ",<e5e+) t"at t"e te+ 6 u6ed t, de6c+ibe t"e 5a+i,u6 ty8e6 ,2 elect+,*ic ba*7i*4 a+e ,2te* u6ed i*te+c"a*4eably- PC ba*7i*4 i6 a 2,+ cu6t, e+6 t, e;ecute ba*7 t+a*6acti,*6 2+, all,<6 t"e cu6t, e+ t, 8e+2,+ a PC 5ia a
5e*tu+e6) t"e ba*7 ,22e+6 t"e cu6t, e+ a 8+,8+ieta+y 2i*a*cial 6,2t<a+e 8+,4+a 2i*a*cial t+a*6acti,*6 2+, T"e cu6t, e+ t"e* dial6 i*t, t"e ba*7 <it" "i6 ,+ "e+
"i6 ,+ "e+ ", e c, 8ute+,de ) d,<*l,ad6 data) a*d a*y
+u*6 t"e 8+,4+a 6 t"at a+e +e6ide*t ,* t"e cu6t, e+?6 c, 8ute+- Cu++e*tly) c+edit ca+d 6tate e*t6) 8ay bill6) a*d t+a*62e+ 2u*d6 bet<ee* acc,u*t6-
ba*76 ,22e+ PC ba*7i*4 6y6te 6 t"at all,< cu6t, e+6 t, ,btai* acc,u*t bala*ce6 a*d I*te+*et ba*7i*4) 6, eti e6 called ,*li*e ba*7i*4) i6 a* ,ut4+,<t" ,2 PC ba*7i*4- I*te+*et ba*7i*4 u6e6 t"e I*te+*et a6 t"e deli5e+y c"a**el by <"ic" t, c,*duct ba*7i*4 acti5ity) 2,+ e;a 8le) t+a*62e++i*4 2u*d6) 8ayi*4 bill6) 5ie<i*4 c"ec7i*4 a*d 6a5i*46 acc,u*t bala*ce6) 8ayi*4 ,+t4a4e6) a*d 8u+c"a6i*4 2i*a*cial i*6t+u e*t6 a*d
ce+ti2icate6 ,2 de8,6it- A* I*te+*et ba*7i*4 cu6t, e+ acce66e6 "i6 ,+ "e+ acc,u*t6 2+, a b+,<6e+K 6,2t<a+e t"at +u*6 I*te+*et ba*7i*4 8+,4+a 6 +e6ide*t ,* t"e ba*7?6 A,+ld Aide Aeb 6e+5e+) *,t ,* t"e u6e+?6 PC- NetBa*7e+ de2i*e6 a 9 t+ue I*te+*et ba*7: a6 ,*e t"at 8+,5ide6 acc,u*t bala*ce6 a*d 6, e t+a*6acti,*al ca8abilitie6 t, +etail cu6t, e+6 ,5e+ t"e A,+ld Aide Aeb- I*te+*et ba*76 a+e al6, 7*,<* a6 5i+tual) cybe+) *et) i*te+acti5e) ,+ <eb ba*76-
/" :istory of Electronic Ban&in, A"ile 2i*a*cial i*6tituti,*6 t,,7 6te86 t, i 8le e*t e'ba*7i*4 6e+5ice6 i* t"e &GG%6) a*y c,*6u e+6 <e+e "e6ita*t t, c,*duct a*d eBay) t, It t,,7 <ide68+ead ad,8ti,* ,2 elect+,*ic c, 6uc" a6 A e+ica O*li*e) A a@,*-c, id'
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0" $ole of E-Ban&in, in the Ban&in, !ector Elect+,*ic ba*7i*4 Ie'ba*7i*4J i6 t"e *e<e6t deli5e+y c"a**el ,2 ba*7i*4 6e+5ice6T"e de2i*iti,* ,2 e' ba*7i*4 5a+ie6 a ,*46t +e6ea+c"e6 8a+tially becau6e elect+,*ic ba*7i*4 +e2e+6 t, 6e5e+al ty8e6 ,2 6e+5ice6 t"+,u4" <"ic" a ba*7?6 cu6t, e+6 ca* +e=ue6t i*2,+ ati,* a*d ca++y ,ut tele5i6i,* ,+ ,6t +etail ba*7i*4 6e+5ice6 5ia c, 8ute+) ,bile 8",*e IDa*iel) &GGGL M,l6) &GGFL Sat"ye) &GGGJ- Bu++) &GGC) 2,+ a*a4e a*d c,*t+,l 2i*a*cial t+a*6acti,*6- Elect+,*ic ba*7i*4 ca* ,bile 8",*e ba*7i*4) a3,+
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4+,u86# t"e t+aditi,*al c"a**el6 a*d e'c"a**el6- I&J T"e t+aditi,*al c"a**el6 a+e de2i*ed ,* t"e ba6i6 ,2 t"e ty8e ,2 "u a* a66i6ta*ce# telle+) +etail ,+ c,+8,+ate a*a4e+- I$J E'c"a**el6 a+e di5ided i*t, ( 6ub'4+,u86 ,* t"e ba6i6 ,2 ",< t"e c"a**el i6 6ee* by clie*t6) <it" 6, e e;ce8ti,*6 ba6ed ,* t"e tec"*,l,4ical 8+,ce66e6 ,2 t+a*6acti,* e;ecuti,*# I*te+*et' ba6ed I,*li*e ba*7 2,+ c,+8,+ate clie*t6 Tele"a*6a-*et) ,*li*e ba*7 2,+ 8+i5ate clie*t6 Ha*@a-*et) ,22li*e ba*7 2,+ la+4e c,+8,+ate clie*t6 Tele"a*6aJ) ca+d'+elated IATM M Aut, ated Telle+?6 Mac"i*e a*d POS M8ay e*t te+ i*alJ) P",*e c"a**el6 Icall ce*te+) I1R) ,bile ba*7J a*d Aut, ated c"a**el6 I95i+tual: ba*7 c,+e c"a**el6 <"e+e di+ect debit a*d i*c, i*4 8ay e*t6 a+e e22ectedJ- Se+5ice6 a+e ,*e ,2 t"e 8+i a+y be*e2it6 <"ic" a cu6t, e+ l,,76 2,+ <"ile ad,8ti*4 a *e< c"a**el- T"e c,*6u e+6 c,*6ide+ t"e be*e2it6 a*d <ei4" t"e a4ai*6t t"e c,6t6 a66,ciated- T"e I*te+*et ,22e+6 a l,t ,2 be*e2it6 t, c,*6u e+6) li7e a*y ti e a*y<"e+e ba*7i*4) u8dated i*2,+ ati,*) c,*5e*ie*ce) 2a6te+ t+a*6acti,*) etc- E M Ba*7i*4 6e+5ice6 a+e +e8laci*4 t+aditi,*al 6e+5ice6 a*d c+eati*4 a *e< 6cale i* t+a*62,+ ati,*- I* t"e i*itial 6ta4e) e' c"a**el6 <e+e i*t+,duced i* et+,8,lita* citie6 a*d u+ba* a+ea6) but +ece*tly 6, e ba*76 "a5e 6ta+ted 2,cu6i*4 ,* +u+al a*d 6e i u+ba* a+ea6- Ne< 8+i5ate 6ect,+ ba*76 a+e ta7i*4 t"e lead i* ca8tu+i*4 +u+al a*d 6e i u+ba* 6ect,+- T"e di22e+e*t e' c"a**el6 6uc" a6 ATM6) C+edit a*d debit ca+d6) Tele'ba*7i*4) M,bile M ba*7i*4) ,*li*e M ba*7i*4 a*d S a+t Ca+d6) a+e c"a*4i*4 t"e 2ace ,2 t"e +etail ba*7i*4 6ect,+- Ne< 8+i5ate 6ect,+ ba*76 a*d 2,+ei4* ba*76 a+e att+acti*4 cu6t, e+6 i* a bi4 <ay- T"e 8,te*tial cu6t, e+6 a*d bi4 c, 8a*ie6 a+e 6"i2ti*4 t"ei+ acc,u*t6 2+, ba*76) t+aditi,*al ba*76 I*,t 2ully c, 8ute+i@edJ t"ei+ bu6i*e66 by i*t+,duci*4 IT) atte+ ,2 c,*5e*ie*ce t, E ' ba*76 I2ully c, 8ute+i@ed a*d 8+,5ide di22e+e*t e M c"a**el6J- I2 t+aditi,*al ,6tly 8ublic 6ect,+ ba*76) d, *,t t+a*62,+ t"ei+ 6u+5i5al <ill bec, e di22icult) a6 *,<'a'day6 IT i6 *,t a t+a*62,+ ati,* i* t"i6 e M a4e-
but a 6u+5i5al 2act,+- T"e+e2,+e) e M ba*7i*4 6e+5ice6 a+e a 8,te*t 2act,+ 2,+
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de5el,8 e*t ,2 t"e 2led4li*4 I*dia* i*du6t+y-!$0 It i6 cu++e*tly &%t" la+4e6t de5el,8 e*t ba*7 i* t"e <,+ld i* te+ 6 ,2 +eac" <it" &D&/ ATM6) &&&& b+a*c"e6 i*cludi*4 ,*e ,5e+6ea6 b+a*c" at DIFC) Dubai a*d DCC ce*te+6 i*cludi*4 t<, ,5e+6ea6 ce*t+e6 at Si*4a8,+e E Bei3i*4-!.0 S, e ,2 t"e i*6tituti,*6 built by IDBI a+e t"e Secu+itie6 a*d E;c"a*4e B,a+d ,2 I*dia ISEBIJ) Nati,*al St,c7 E;c"a*4e ,2 I*dia INSEJ) t"e Nati,*al Secu+itie6 De8,6it,+y Li ited INSDLJ) t"e St,c7 H,ldi*4 C,+8,+ati,* ,2 I*dia Li ited ISHCILJ) t"e C+edit A*aly6i6 E Re6ea+c" Ltd) t"e E;i Ba*7 II*diaJ) t"e S all I*du6t+ie6 De5el,8 e*t Ba*7 ,2 I*dia ISIDBIJ) t"e E*t+e8+e*eu+6"i8 De5el,8 e*t I*6titute ,2 I*dia) a*d IDBI Ba*7) <"ic" i6 ,<*ed by t"e I*dia* G,5e+* e*t- IDBI Ba*7 i6 ,* a 8a+ <it" *ati,*ali@ed ba*76 a*d t"e SBI G+,u8 a6 2a+ a6 4,5e+* e*t ,<*e+6"i8 i6 c,*ce+*ed- It i6 ,*e a ,*4 t"e $C c, e+cial ba*76 ,<*ed by t"e G,5e+* e*t ,2 I*dia- T"e Ba*7 "a6 a* a44+e4ate bala*ce 6"eet 6i@e ,2 R6-$G%F-.D billi,* a6 ,* .& Ma+c" $%&$
8%er%iew of de%elo+ment 7an&in, in India T"e c,*ce8t ,2 de5el,8 e*t ba*7i*4 +,6e ,*ly a2te+ Sec,*d A,+ld Aa+) a2te+ t"e G+eat De8+e66i,* i* &G.%6- T"e de a*d 2,+ +ec,*6t+ucti,* 2u*d6 2,+ t"e a22ected *ati,*6 c, 8elled i* 6etti*4 u8 a <,+ld<ide i*6tituti,* 2,+ +ec,*6t+ucti,*- A6 a +e6ult t"e IBRD <a6 6et u8 i* &G(/ a6 a <,+ld<ide i*6tituti,* 2,+ de5el,8 e*t a*d +ec,*6t+ucti,*- T"i6 c,*ce8t "a6 bee* <ide*ed all ,5e+ t"e <,+ld a*d +e6ulted i* 6etti*4 u8 ,2 la+4e *u be+ ,2 ba*76 a+,u*d t"e <,+ld <"ic" c,,+di*ati*4 t"e de5el,8 e*tal acti5itie6 ,2 di22e+e*t *ati,*6 <it" di22e+e*t ,b3ecti5e6 a ,*4 t"e <,+ld- T"e Na+a6"i a 2u*cti,*6 a*d t, 8e+2,+ S-H-K"a* c, u*i5e+6al ba*7-!(0 T"e c,u+6e ,2 de5el,8 e*t ,2 2i*a*cial i*6tituti,*6 a*d 8u+6ued i* I*dia <it" e 8"a6i6 ,* t, a+7et6 du+i*4 t"e 8,6t' c, ittee "ad +ec, e*ded t, 4i5e u8 it6 di+ect 2i*a*ci*4 e*ded it6 t+a*62,+ ati,* i*t, a ,*ly t"e 8+, ,ti,*al a*d +e2i*a*ci*4 +,le- H,<e5e+) t"e
ittee) a88,i*ted by t"e RBI) +ec,
I*de8e*de*ce 8e+i,d <a6 la+4ely 4uided by t"e 8+,ce66 ,2 8la**ed de5el,8 e*t ,bili6ati,* ,2 6a5i*46 a*d c"a**eli*4 i*5e6t e*t eet Pla* 8+i,+itie6- At t"e ti e ,2 I*de8e*de*ce i* &G(D) I*dia "ad a 2ai+ly <ell
de5el,8ed ba*7i*4 6y6te - T"e ad,8ti,* ,2 ba*7 d, i*ated 2i*a*cial de5el,8 e*t
6t+ate4y <a6 ai ed at de5el,8i*4 6",+t'te+
eeti*4 t"e 6ect,+al c+edit *eed6) 8a+ticula+ly ,2 a4+icultu+e a*d e+cial ba*7i*4 *et<,+7 eeti*4 t"e
i*du6t+y- T,<a+d6 t"i6 e*d) t"e Re6e+5e Ba*7 c,*ce*t+ated ,* +e4ulati*4 a*d ec"a*i6 6 2,+ i*6tituti,* buildi*4- T"e c, <a6 e;8a*ded t, cate+ t, t"e +e=ui+e e*t6 ,2 4e*e+al ba*7i*4 a*d 2,+
<,+7i*4 ca8ital +e=ui+e e*t6 ,2 i*du6t+y a*d a4+icultu+e- S8eciali6ed a3,+ity ,<*e+6"i8 ,2 t"e Re6e+5e Ba*7 <e+e 6et u8 t, ec"a*i6 eet t"e
de5el,8 e*t 2i*a*cial i*6tituti,*6 IDFI6J 6uc" a6 t"e IDBI) NABARD) NHB a*d SIDBI) etc-) <it" l,*4'te+ 2i*a*ci*4 +e=ui+e e*t6 ,2 i*du6t+y a*d a4+icultu+e- T, 2acilitate t"e 4+,<t" t, 8+,5ide c,*ce66i,*al 2i*a*ce t, t"e6e i*6tituti,*6
,2 t"e6e i*6tituti,*6) a
<a6 al6, 8ut i* 8lace by t"e Re6e+5e Ba*7T"e 2i+6t de5el,8 e*t ba*7 I* I*dia i*c,+8,+ated i 8i,*ee+ i*6tituti,*al c+edit t, ediu ediately a2te+ i*de8e*de*ce i*
&G(F u*de+ t"e I*du6t+ial Fi*a*ce C,+8,+ati,* Act a6 a 6tatut,+y c,+8,+ati,* t, a*d la+4e'6cale- T"e* a2te+ i* +e4ula+ i*te+5al6 t"e 4,5e+* e*t 6ta+ted *e< a*d di22e+e*t de5el,8 e*t 2i*a*cial i*6tituti,*6 t, attai* t"e di22e+e*t ,b3ecti5e6 a*d "el82ul t, 2i5e'yea+ 8la*6-
Industrial De%elo+ment Ban& of India ;IDBI< T"e I*du6t+ial De5el,8 e*t Ba*7 ,2 I*dia IIDBIJ <a6 e6tabli6"ed ,* & July &GC( u*de+ a* Act ,2 Pa+lia e*t a6 a <",lly ,<*ed 6ub6idia+y ,2 t"e Re6e+5e Ba*7 ,2 I*dia- I* &C Feb+ua+y &GDC) t"e ,<*e+6"i8 ,2 IDBI <a6 t+a*62e++ed t, t"e G,5e+* e*t ,2 I*dia a*d it <a6 ade t"e 8+i*ci8al 2i*a*cial i*6tituti,* 2,+ c,,+di*ati*4 t"e acti5itie6 ,2 i*6tituti,*6 e*4a4ed i* 2i*a*ci*4) 8+, ,ti*4 a*d de5el,8i*4 i*du6t+y i* t"e c,u*t+y- Alt",u4" G,5e+* e*t 6"a+e",ldi*4 i* t"e Ba*7 ca e d,<* bel,< &%%O 2,ll,<i*4 IDBI?6 8ublic i66ue i* July &GG/) t"e 2,+ e+ c,*ti*ue6 t, be t"e a3,+ 6"a+e",lde+ Icu++e*t 6"a+e",ldi*4# D/OJ- IDBI 8+,5ide6 2i*a*cial a66i6ta*ce) b,t" i* +u8ee a*d 2,+ei4* cu++e*cie6) 2,+ 4+ee*'2ield 8+,3ect6 a6 al6, 2,+ e;8a*6i,*) ,de+*i6ati,* a*d di5e+6i2icati,* 8u+8,6e6- I* t"e <a7e ,2 2i*a*cial 6ect,+ +e2,+ 6 u*5eiled by t"e 4,5e+* e*t 6i*ce &GG$) IDBI al6, 8+,5ide6 i*di+ect 2i*a*cial a66i6ta*ce by <ay ,2 +e2i*a*ci*4 ,2 l,a*6 e;te*ded by State'le5el 2i*a*cial i*6tituti,*6 a*d ba*76 a*d by <ay ,2 +edi6c,u*ti*4 ,2 bill6 ,2 e;c"a*4e a+i6i*4 ,ut ,2 6ale ,2 i*di4e*,u6 ac"i*e+y ,* de2e++ed 8ay e*t te+ 6-!citation needed0
IDBI "a6 8layed a 8i,*ee+i*4 +,le) 8a+ticula+ly i* t"e 8+e'+e2,+ G,5e+* e*t',+dai*ed >de5el,8 e*t ba*7i*4? c"a+te+-!citation needed0 Na+a6i a +ec, c, ittee!/0 +ec,
e+a I&GC(MG&J)i*
cataly@i*4 b+,ad ba6ed i*du6t+ial de5el,8 e*t i* t"e c,u*t+y i* 7ee8i*4 <it" it6
e*d6 t"at IDBI 6",uld 4i5e u8 it6 di+ect 2i*a*ci*4 ittee e*d
2u*cti,*6 a*d c,*ce*t+ate ,*ly i* 8+, ,ti,*al a*d +e2i*a*ci*4 +,le- But t"i6 e*dati,* <a6 +e3ected by t"e 4,5e+* e*t- Late+ RBI c,*6tituted a c, ittee i6 t"e 2i+6t t, +ec, u*de+ t"e c"ai+ a*6"i8 ,2 S-H-K"a* t, e;a i*e t"e c,*ce8t ,2 de5el,8 e*t 2i*a*ci*4 i* t"e c"a*4ed 4l,bal c"alle*4e6- T"i6 c, t"e c,*ce8t ,2 u*i5e+6al ba*7i*4- T"e c, i*6tituti,* t, di5e+6i2y it6 acti5ity- It +ec, di6ti*cti,* bet<ee* c, I*,2 IDBI Act$ecent de%elo+ments T, eet e e+4i*4 c"alle*4e6 a*d t, 7ee8 u8 <it" +e2,+ 6 i* 2i*a*cial 6ect,+) IDBI "a6 ta7e* 6te86 t, +e6"a8e it6 +,le 2+, c, a de5el,8 e*t 2i*a*ce i*6tituti,* t, a e+cial i*6tituti,*- Ait" t"e Industrial Development Bank (Transfer of ittee <a*ted t"e de5el,8 e*t 2i*a*cial e*ded t, "a+ ,*i6e t"e +,le ,2 t"e c,*5e*ti,*al
de5el,8 e*t 2i*a*ci*4 a*d ba*7i*4 acti5itie6 by 4etti*4 a<ay 2+, e+cial ba*7i*4 a*d de5el,8 e*tal ba*7i*4-
Undertaking and Repeal) Act) $%%.) IDBI attai*ed t"e 6tatu6 ,2 a li ited c, 8a*y 5i@- NI*du6t+ial De5el,8 e*t Ba*7 ,2 I*dia Li itedN IIDBILJSub6e=ue*tly) t"e $eser%e Ban& of India IRBIJ i66ued t"e +e=ui6ite *,ti2icati,* ,* .% Se8te be+ $%%( i*c,+8,+ati*4 IDBI a6 a H6c"eduled ba*7H u*de+ t"e RBI Act) &G.(- C,*6e=ue*tly) IDBI) 2,+ ally e*te+ed t"e 8,+tal6 ,2 ba*7i*4 bu6i*e66 a6 IDBIL 2+, IDBI BANK) <a6 e+4ed i*t,& Oct,be+ $%%(- T"e c, e+cial ba*7i*4 a+ )
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defines
elect+,*ic
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,2 ba*76H i*2,+ ati,* a*d 6e+5ice6 by ba*76 t, cu6t, e+6 5ia di22e+e*t deli5e+y 8lat2,+ 6 t"at ca* be u6ed <it" di22e+e*t te+ i*al de5ice6 6uc" a6 a 8e+6,*al c, 8ute+ a*d a di4ital tele5i6i,*• Acc,+di*4 t, Bi+c" a*d B,u*4 I&GGDJ a*aly@ed t"e c,*6u e+ 6ide 2,+ e' ba*7i*4 a*d t"e +e6ult6 6",<ed t"at c,*6u e+6 ba6ically 6ee7 2,+ t+a*6acti,*al e22icie*cy) c",ice 2,+ c,+e a*d *,*'c,+e ba*7i*4 8+,duct6 a*d acce66 t, c, 8etiti5e 8+ice6 a*d +etu+*6 • Si 86,* I$%%$J 6u44e6t6 t"at e'ba*7i*4 i6 d+i5e* la+4ely by t"e 8+,68ect6 ,2 ,8e+ati*4 c,6t6 i* de5el,8ed • i*i i@ati,* a*d ,8e+ati*4 +e5e*ue6 a;i i@ati,*- A a+7et6 +e5eal t"at ,+e *,ticeablec, 8a+i6,* ,2 ,*li*e ba*7i*4 i* de5el,8ed a*d e e+4i*4 a+7et6 l,<e+ c,6t6 a*d "i4"e+ +e5e*ue6 a+e ,bile 8",*e <it" b+,<6e+ ,+ de67t,8 6,2t<a+e) tele8",*e ,+
J,6e8" et al- I&GGGJ e;a i*ed t"e i*2lue*ce ,2 i*te+*et ,* t"e deli5e+y ,2ba*7i*4 6e+5ice6- T"ey 2,u*d 6i; 8+i a+y di e*6i,*6 ,2 e'ba*7i*4 6e+5ice=uality 6uc" a6 c,*5e*ie*ce a*d accu+acy) 2eedbac7 a*d c, 8lai*t a*a4e e*t)e22icie*cy) =ueue a*a4e e*t) acce66ibility a*d cu6t, i@ati,*-
• • M,l6I&GGGJ ac7*,<led4ed t"at t"e i*te+*et ba*7i*4 i6 a* i**,5ati5e di6t+ibuti,* c"a**el t"at ,22e+6 le66 <aiti*4 ti e a*d a "i4"e+ 68atial c,*5e*ie*ce t"a* t+aditi,*al b+a*c" ba*7i*4 <it" 6i4*i2ica*tly l,<e+ c,6t 6t+uctu+e t"a* t+aditi,*al deli5e+y c"a**el6- I*te+*et ba*7i*4 +educe6 *,t ,*ly ,8e+ati,*al c,6t t, t"e ba*7 but al6, lead6 t, "i4"e+ le5el6 ,2 cu6t, e+ 6ati62acti,* a*d +ete*ti,*- A6 a +e6ult i*te+*et ba*7i*4 i6 5e+y att+acti5e t, ba*76 a*d c,*6u e+6) <", *,< "a5e "i4"e+ acce8ta*ce t, *e< tec"*,l,4y-
/". 7ac&,round of the study
I* t,day?6 2a6t 8ace li2e <"e+e ,6t ,2 t"e 8e,8le i* 2a ily <,+7i*4 i*cludi*4 <, e*?6 t"e+e i6 *, 2ea6ible ti i*4 <"e* t"ey ca* 5i6it t"e
ba*7 -E' ba*7i*4 i6 6,luti,* t, t"i6 8+,ble 4,t t"at uc" acce8ta*ce i* I*dia e;ce8t
but 6till e'ba*7i*4 "a6 *,t et+,6 a*d tie+'& citie6- T"e
6tudy i6 u*de+ta7e* t, 7*,< a<a+e*e66 a*d 8+e2e+e*ce t,<a+d6 e' ba*7i*4 6e+5ice6 ,2 IDBI Ba*7 i* billi ,+a
/"/ +ro7lem statement
T"e e' ba*7i*4 6e+5ice6 "a6 *,t yet acce8ted t, a88+eciable le5el i* citie6 ,t"e+ t"a* et+,6- T, 8e*et+ate 2u+t"e+ i* a+7et) ba*76 *eed t, a7e 6t+ate4y t, deal <it" c+eati*4 a<a+e*e66 a*d 8+e2e+e*ce t,<a+d6 ba*7i*4- T"e 6tudy i6 u*de+ta7e* t, 7*,< a<a+e*e66 a*d 8+e2e+e*ce t,<a+d6 e'ba*7i*4 6e+5ice6 ,2 IDBI Ba*7 i* billi ,+a-
/"0 8B>ECTI)E 8= !T(D* • • Fi*d t"e cu6t, e+ 6ati62acti,* +elati*4 t, E'ba*7i*4 6e+5iceT, 6tudy t"e a<a+e*e66 ,2 i*te+*et ba*7i*4 a ,*4 t"e cu6t, e+6 ,2 IDBI ba*76• • To study concept of E-banking. T, 6tudy t"e c, 8a+i6,* ,2 ATM) Net ba*7i*4 a*d M,bile ba*7i*4 2acility u6ed by t"e cu6t, e+ i* IDBI ba*7-
.-/ Li itati,*6 ,2 t"e Study T"e 4e,4+a8"ical 6c,8e ,2 t"e 6tudy <a6 li ited t, BILIMORA city a*d d,e6 *,t +e8+e6e*t t"e <",le 6tate) <"ic" a7e6 it di22icult t, 4e*e+ali@e t"e 2i*di*46-
0" $E!EA$C:
ET:8D868G*
0"- $esearch Desi,n It "a6 bee* cla66i2ied i*t, 2,u+ 6ub6ecti,*6 t"ey a+e) I&J Sa 8le 6electi,* a*d 6i@eL I$J Sa 8li*4 8+,cedu+eL I.J Data c,llecti,*L a*d I(J A*alytical t,,l6
I&J Sa 8le Selecti,* a*d 6i@e# T"e 2i+6t 6te8 ,2 +e6ea+c" i6 6a 8le 6electi,*- T"e t,tal c,*6u e+6 c,5e+ed <e+e .%%T"e 6a e *u be+6 ,2 =ue6ti,**ai+e6 <e+e di6t+ibuted- Re6ult6 a+e ba6ed ,* t"e +e68,*6e ,2 t"e6e .%% +e68,*de*t6-
I$J Sa 8li*4 8+,cedu+e# T"e c,*6u e+6 a+e 6elected by t"e c,*5e*ie*ce 6a 8li*4 u*it6 2+, et",d- T"e 6electi,* ,2
t"e 8,8ulati,* ba6ed ,* t"ei+ ea6y a5ailability a*d acce66ibility t, t"e
+e6ea+c"e+ i6 7*,<* a6 c,*5e*ie*ce 6a 8li*4- C,*5e*ie*ce 6a 8li*4 i6 at it6 be6t i* 6u+5ey6 deali*4 <it" a* e;8l,+at,+y 8u+8,6e 2,+ 4e*e+ati*4 idea6 a*d "y8,t"e6i6-
I.J Met",d ,2 Data c,llecti,*#
Data ca* be c,llected i* di22e+e*t <ay6 2+,
t"e 6ub3ect ,2 6tudy- O*e
et",d i6 t,
,b6e+5e 6ub3ect6 ,* ce+tai* 8a+a ete+6) <"ic" i6 called ,b6e+5ati,* 6tudie6- I* 6uc" 6tudie6) t"e 6ub3ect6 I+e68,*de*t6J by a67i*4 t"e t"e ,b6e+5ati,* =ue6ti,*6 t"+,u4" a =ue6ti,**ai+eF,+ i*6ta*ce) i2 +e6ea+c" "a6 t, be d,*e ,* t"e t+a22ic 2l,< at a 8a+ticula+ 3u*cti,*) t"e* et",d i6 be6t- O* t"e ,t"e+ "a*d) i2 c,*6u e+ 8+e2e+e*ce6 ab,ut a et",d*e< 8+,duct a+e t, be e6ti ated) t"e* a =ue6ti,**ai+e 2,+ ,btai*i*4 c,*6u e+ +e68,*6e6 i6 t"e be6t
I(J A*alytical t,,l6 i* t"e +e6ea+c" de6i4* a*alytical t,,l6 u6ed C"a+t6(-$ S,u+ce6 ,2 t"e Data Data 2+, t<, ai* 6,u+ce6 <e+e u6ed)
P+i a+y DataSec,*da+y Data-
(-. Data C,llecti,* Met",d P+i a+y 6,u+ce6 P+i a+y data <a6 ,btai*ed t"+,u4" =ue6ti,**ai+e6 2illed by 8e,8le +e6idi*4 t"e city ,2 Bili ,+a a*d t"+,u4" di+ect c, Sec,*da+y 6,u+ce6 T"e 6ec,*da+y 6,u+ce6 ,2 data <e+e ta7e* 2+, +e8,+t6) a+ticle6 etct"e 5a+i,u6 <eb6ite6) b,,76) 3,u+*al6 u*icati,* <it" +e68,*de*t6 i* t"e 2,+ ,2 I*te+5ie<
(-( Sa 8le Selecti,* a*d 6i@e T"e 2i+6t 6te8 ,2 +e6ea+c" i6 6a 8le 6electi,*- T"e t,tal c,*6u e+6 c,5e+ed <e+e .%%- T"e 6a e *u be+6 ,2 =ue6ti,**ai+e6 <e+e di6t+ibuted- Re6ult6 a+e ba6ed ,* t"e +e68,*6e ,2 t"e6e .%% +e68,*de*t6-
(-/ Sa 8li*4
et",d et",d- T"e 6electi,*
T"e c,*6u e+6 a+e 6elected by t"e c,*5e*ie*ce 6a 8li*4 ,2 u*it6 2+,
t"e 8,8ulati,* ba6ed ,* t"ei+ ea6y a5ailability a*d acce66ibility t, t"e
+e6ea+c"e+ i6 7*,<* a6 c,*5e*ie*ce 6a 8li*4- C,*5e*ie*ce 6a 8li*4 i6 at it6 be6t i* 6u+5ey6 deali*4 <it" a* e;8l,+at,+y 8u+8,6e 2,+ 4e*e+ati*4 idea6 a*d "y8,t"e6i6-
(-C Re6ea+c" Pla* De6c+i8ti5e Re6ea+c" Pla* Re6ea+c"e+ "a6 u6ed de6c+i8ti5e +e6ea+c" de6i4*) a 6cie*ti2ic et",d <"ic" i*5,l5e6
,b6e+5i*4 a*d de6c+ibi*4 t"e be"a5i,+ ,2 a 6ub3ect <it",ut i*2lue*ci*4 it i* a*y <ay-
(-D Met",d ,2 Data c,llecti,* Data ca* be c,llected i* di22e+e*t <ay6 2+, t"e 6ub3ect ,2 6tudy- O*e et",d i6 t,
,b6e+5e 6ub3ect6 ,* ce+tai* 8a+a ete+6) <"ic" i6 called ,b6e+5ati,* 6tudie6- I* 6uc" 6tudie6) t"e 6ub3ect6 I+e68,*de*t6J by a67i*4 t"e t"e ,b6e+5ati,* =ue6ti,*6 t"+,u4" a =ue6ti,**ai+eF,+ i*6ta*ce) i2 +e6ea+c" "a6 t, be d,*e ,* t"e t+a22ic 2l,< at a 8a+ticula+ 3u*cti,*) t"e* et",d i6 be6t- O* t"e ,t"e+ "a*d) i2 c,*6u e+ 8+e2e+e*ce6 ab,ut a et",d*e< 8+,duct a+e t, be e6ti ated) t"e* a =ue6ti,**ai+e 2,+ ,btai*i*4 c,*6u e+ +e68,*6e6 i6 t"e be6t
1"DATA ANA6*!I! AND INTE$#$ETATI8N
Demo,ra+hic ?uestions @
?"- GENDE$ Male &(G
Fe ale
/%
Inter+retation@ A6 8e+ t"e 4+a8" 6",<6 a3,+ity +e68,*de*t6 a+e Male i-e D/O E $/O Fe ale"
?". AGE $/'./ ./'(/ (/Eab,5e (G (G (F
Inter+retation@ A6 8e+ t"e 4+a8" 6",<6 t"at $CO +e68,*de*t6 i* &F'$/ yea+) $/O +e68,*de*t6 a+e $/' ./yea+) $/O +e68,*de*t6 a+e ./'(/yea+) $(O +e68,*de*t6 a+e (/ Eab,5e-
?"/ 8CC(#ATI8N bu6i*e66 8+,2e66i,*al 6tude*t e 8l,yee /C /G /( /%
Inter+retation A6 8e+ t"e 4+a8" 6",<6 t"at $FO +e68,*de*t6 i* bu6i*e66 6ect,+) .%O +e68,*de*t6 a+e P+,2e66i,*al) &DO +e68,*de*t6 a+e Stude*t) $/O +e68,*de*t6 a+e E 8l,yee-
?"0 ANN(A6 INC8 E bel,< & lac &'$ lac $'. lac .'( lac ( lac E ab,5e (C C% /& $D &/
Inter+retation@ T"e 4+a8" 6",<6 t"at $.O +e68,*de*t6 4et a A**ual I*c, e ,2 bel,< &Lac) .%O +e68,*de*t6 A**ual i*c, e ,2 &Lac t, $lac) $CO +e68,*de*t6 4et A**ual i*c, e ,2 $lac t, .lac) &(O +e68,*de*t6 4et A**ual i*c, e ,2 .lac t, (lac a*d REMAINING DO +e68,*de*t6 4et A**ual i*c, e bel,< (lac -
?"- (!E E-BANKING ye6 *, F$ &&D
Inter+retation@ F+, t"e 6a 8le ,2 +e68,*de*t6) (&O 8e+6,*6 a+e u6i*4 E'ba*7i*4 a*d /GO 8e+6,*6 a+e *,t u6i*4 E'ba*7i*4-
?". Aware of the online ser%ice +ro%ided Be6 N, F$ %
Inter+retation@ F+, t"e 6a 8le ,2 +e68,*de*t6) &%%O 8e+6,*6 a+e A<a+e ,2 ,*li*e 6e+5ice 8+,5ided-
?"/ Aware of internet 7an&in, char,es Be6 NO C/ &D
Inter+retation@ F+, t"e 6a 8le ,2 +e68,*de*t6) DGO 8e+6,*6 a+e A<a+e ,2 E'ba*7i*4 c"a+4e6 a*d $&O 8e+6,*6 a+e *,t A<a+e ,2 E'ba*7i*4 c"a+4e6-
?"0 #reference for E-Ban&in, +roduct 2u*d Bill RANK +a*7'& +a*7'$ +a*7'. +a*7'( +a*7'/ +a*7'C +a*7'D +a*7'F T,tal ATM $/ .% &( & . ( $ . F$ t+a*62e ,*li*e ,*li*e c+edit ca+d $ $ ( . F &F &( .& F$ E' tic7et . ( . && &. $/ &D C F$ Ba*7 6tate e*t D C . / ( &. $C &F F$ 8ay e*t + $F &% $F / G .. C G $ / . D . D . C F$ F$ i*5e6t e*t 6",8i*4 . ( / / C G $/ $$ $% $. ( &% &% ( G / F$ F$
Inter+retation@ Pe,8le 4i5e i 8,+ta*ce t, 6e+5ice ,2 idbi ba*7 <"ic" a+e +a*7i*4 a6 Bill 8ay e*t) ATM) Fu*d t+a*62e+) ,*li*e i*5e6t e*t) ,*li*e 6",88i*4) E'Tic7et) Ba*7 6tate e*t +e68ecti5ely -
?"1 $eason for usin, E-7an&in, 6a5e E ,*ey Rea6,* 2,+ u6i*4 E'ba*7i*4 &D .F %( ti e A*y ti e acce66 Ta; 8ay e*t Reduce Ad i*i6t+ati5e ,5e+"ead $.
Inter+retation@ T"i6 4+a8" 6",<6 t"e Rea6,* 2,+ u6i*4 E'ba*7i*4 li7ePP &D Pe+6,*6 +e68,*de*t6 6a5e ti e E ,5e+"ead,*ey) .F Pe+6,*6 +e68,*de*t6 A*y ti e acce66)
( 8e+6,*6 +e68,*de*t6 Ta; 8ay e*t) $. 8e+6,*6 +e68,*de*t6 Reduce ad i*i6t+ati5e
?"2 $an& the followin, !er%ices of id7i 7an& 5ie< acc,u*t t .% $D &. ( & & C F$ bill t .% $F &$ . . ( $ F$ 2u*d + &C / ./ &. ( . C F$ 8ay e*t $ C G $D C &% $$ F$ t+a*6acti, c+edit ca+d * 6tate e*t . . D $/ $C G G F$ 6tate e* 8ay e* t+a*62e +a*7'& +a*7'$ +a*7'. +a*7'( +a*7'/ +a*7'C +a*7'D T,tal *e< 2u*d t+a*62e + % . . G $F $G &% F$ debit ca+d 6tate e* t ( F C . && $( $C F$
Inter+retation@
Pe,8le 4i5e i 8,+ta*ce t, 6e+5ice ,2 idbi ba*7 <"ic" a+e +a*7i*4 a6 #' 5ie< acc,u*t 6tate e*t) bill 8ay e*t) 2u*d t+a*62e+) c+edit ca+d 8ay e*t) t+a*6acti,* 6tate e*t) *e< 2u*d t+a*62e+) debit ca+d 6tate e*t +e68ecti5ely-
Q-D Ra*7 t"e 2,ll,<i*4 State e*t6 t, y,u+ A4+ee e*t le66e *6 t"e 2a6 ea6y ba*7i *4 ti,*6 6t+,*4ly a4+ee A4+ee ,de+at e di6a4+ee 6t+,*4ly di6a4+ee &/ .F $D & & F$ &( $$ .& &( & F$ && $D .. && % F$ &C .$ $$ && $ F$ $& .& $& G % F$ $$ ./ &( D ( F$ $F .% $& . % F$ $% (& &/ C % F$ ./ $D &C ( % F$ $% (& &( C & F$ ./ $D &C ( % F$ t a* d y accu+a tely 4 =ue+ie 6 6e+5ice 6 +t"y a*d 6ecu+e a+e 2u*d t+a*62e+ 6e+5ice i6 ea6y "u a* e++,+ 6 8+,5ide 6a5 d $(RD e6 6table ti e6 a*yti e a*d a*y< "e+ ba*7i *4 2acilit y l,< e+ t+a* 6act i,* 2ee6 ea6y acce66
t+a*6acti,*data "i6t,+ical
ba*7i* t+u6t<,
t+a6ac ea6
Inter+retation@ F+, t"e ab,5e 4+a8" it i6 i*dicated t"at e'ba*7i*4 i6 u6ed ,6tly a6 it i6 a*yti e
a*d a*y<"e+e ba*7i*4 2acility E Ea6y acce66 t, t+a*6acti,* data )ea6y ba*7i*4 t+a*6acti,*6) 6e+5ice6 a+e t+u6t<,+t"y a*d 6ecu+e) 2u*d t+a*62e+ 6e+5ice i6 ea6y) le66e*6 t"e "u a* e++,+6) 8+,5ided $(RD 6table) 6a5e6 ti e6) +e68ecti5elyl,<e+ t+a*6acti,* 2ee6
Q-F Rate y,u+ Sati62acti,* <it" E'Ba*7i*4 5ie< acc,u*t t .% $D &. ( & & C bill t .% $F &$ . . ( $ 2u*d + &C / ./ &. ( . C 8ay e*t $ C G $D C &% $$ t+a*6acti, c+edit ca+d * 6tate e*t . . D $/ $C G G 6tate e* 8ay e* t+a*62e +a*7'& +a*7'$ +a*7'. +a*7'( +a*7'/ +a*7'C +a*7'D *e< 2u*d t+a*62e + % . . G $F $G &% debit ca+d 6tate e* t ( F C . && $( $C
Inter+retation@ Pe,8le 4i5e i 8,+ta*ce t, 6e+5ice ,2 idbi ba*7 <"ic" a+e +a*7i*4 a6 #' 5ie< acc,u*t 6tate e*t) bill 8ay e*t) 2u*d t+a*62e+) c+edit ca+d 8ay e*t) t+a*6acti,* 6tate e*t) *e< 2u*d t+a*62e+) debit ca+d 6tate e*t +e68ecti5elyQ-G Rate Ba++ie+6 t, E'Ba*7i*4 Se+5ice
hacking of account s rank-1 mos challengi ng rank-2 rank-3 rank-4 rankleast challengi ng .( &D %. %% $F
security issues
authenticat ion issues
grievance s of banking
Connectiv
e- ity
.%
%G
issues $.
&/
$D $& %( %%
.. .( %/ %&
.. &F %F %%
.% $D &% %%
Inter+retation@ T"e a3,+ ba++ie+6 t, E'Ba*7i*4 Se+5ice a+e 6ecu+ity i66ue6) a*d "ac7i*4 ,2 acc,u*t6 !
grievances of e-banking issues! connectivity respectively. These
barriers are found to be challenging for them "hile respondents are neutral about the authentication issues. 2"A $E!(6T AND =INDING!
• • • • • •
T"e
,6t ,2 t"e +e68,*de*t6 a+e
ale i-e- D/O
(&O 8e,8le u6e E'ba*7i*4&%%O 8e,8le a<a+e ,2 t"e ,*li*e 6e+5ice 8+,5ided by idbi ba*7DG O 8e,8le a<a+e ,2 i*te+*et ba*7i*4 c"a+4e6 a88lied 2,+ idbi ba*7M,6t ,2 8e,8le u6i*4 E'ba*7i*4 becau6e it ca* be acce66 a*y ti ePe,8le 4i5e i 8,+ta*ce t, 6e+5ice ,2 idbi ba*7 <"ic" a+e +a*7i*4 a6 #' 5ie< acc,u*t 6tate e*t ) bill 8ay e*t ) 2u*d t+a*62e+) c+edit ca+d 8ay e*t)
t+a*6acti,* 6tate e*t) *e< 2u*d t+a*62e+) debit ca+d 6tate e*t ) • F+, t"e ab,5e 4+a8" <e ca* c,*clude t"at i* A*y ti e a*d a*y<"e+e
ba*7i*4 2acility E Ea6y acce66 t, t+a*6acti,* data a*d "i6t,+ical 6",<6 t"at ,6t ,2 +e68,*6e i6 6t+,*4ly a4+ee E ea6y ba*7i*4 t+a6acti,*6) 6e+5ice6 a+e t+u6t<,+t"y a*d 6ecu+e) 2u*d t+a*62e+ 6e+5ice i6 ea6y) le66e*6 t"e "u a* e++,+6) 8+,5ided $(RD 6table) 6a5e6 ti e6) l,<e+ t+a*6acti,* 2ee6 6",<6 t"at ,6t ,2 +e68,*6e i6 *eut+al• •
•
,6t ,2
+e68,*6e a+e a4+ee a*d 2a6t a*d ea6y) accu+ately ba*7i*4 =ue+ie6 6",<6 t"at
Pe,8le 4i5e i 8,+ta*ce t, 6e+5ice ,2 idbi ba*7 <"ic" a+e +a*7i*4 a6 #' 5ie< acc,u*t 6tate e*t) bill 8ay e*t) 2u*d t+a*62e+) c+edit ca+d 8ay e*t) t+a*6acti,* 6tate e*t) *e< 2u*d t+a*62e+) debit ca+d 6tate e*tPe,8le 4i5e Rate Ba++ie+6 t, E'Ba*7i*4 Se+5ice t, 6ecu+ity i66ue6) a*d "ac7i*4 ,2 acc,u*t6 ,6t c"alle*4i*4 E authentication issues! grievances of ,6t ,2 +e68,*6e a+e e-banking issues! connectivity 6",<6 t"at
c"alle*4i*4 a*d authentication issues 6",<6 t"at Neut+al-
3"C8NC6(!I8N
4"!(GGE!TI8N
A**e;u+e ?uestionnaires I) Ra5i Patel t"e 6tude*t ,2 MBA) NLSIMCS INa56a+iJ) d,i*4 a SIP 8+,3ect titled 9 To study the Customer satisfaction towards E-BANKING with reference to IDBI BANK”- T"i6 6tudy i6 ,*ly 2,+ acade ic 8u+8,6e a*d <e 8+, i6e y,u t"at i*2,+ ati,* 8+,5ided by y,u <ill be 7e8t c,*2ide*tial) u*de+ a*y ci+cu 6ta*ce61. Plea6e 4i5e t+ue a*d c,++ect i*2,+ ati,*$- Plea6e tic7 ISJ i* t"e b,; ? a6 8e+ a67ed-
Demo,ra+hic #rofile
Gender@Male ? Fe ale
?
A4e# &F'$/ ? $/'./ ? ./'(/ ? (/Eab,5e ?
Occu8ati,*# Bu6i*e66 ? P+,2e66i,*al ? Stude*t ? E 8l,yee ?
A**ual I*c, e#
Bel,< & lac ?
&'$ lac ?
$'. lac
?
.'( lac ? (lac E ab,5e
?
-" Do you use E-7an&in, Be6 ? N, ?
.< Are you aware of the online ser%ices +ro%ided 7y IDBI 7an&B Be6 ? N, ?
/< Are you aware of internet 7an&in, char,es a++lied for IDBI 7an&B Be6 ? N,
?
0< $an& the E -7an&in, +roduct you a%ail from your 7an& accordin, to your +reference on scale of - to 4 where - 7ein, most +referred and 4 7ein, least +referred"
? ATM ? Bill Pay e*t ? Fu*d T+a*62e+ ? O*li*e I*5e6t e*t
? ? ? ? ? ? ? ?
? #nline $hopping ? Credit card ? E-Ticketing ? %ank $tatement
1< 9hat is the reason for usin, internet 7an&in,B Sa5e ti e E ,*ey
?
a*y ti e acce66
?
Ta; 8ay e*t
?
Reduce ad i*i6t+ati5e ,5e+"ead ?
2< $an& the followin, ser%ices of the IDBI 7an&C accordin, to freDuency of usa,e of that ser%iceB;- =or mostly used E 3 for least used<
? 1ie< Acc,u*t State e*t ? Bill Pay e*t6 ? Fu*d T+a*62e+ ? C+edit ca+d 8ay e*t ? T+a*6acti,* 6tate e*t ? Ne< 2u*d t+a*62e+ ? Debit ca+d 6tate e*t
? ? ? ? ? ? ?
3< $ate the followin, statements accordin, to your a,reement or fi%e +oint scalesC disa,ree" !tatement U6i*4 E' ba*7i*4 a7e6 ea6y ba*7i*4 t+a*6acti,*6 Ba*7?6 i*te+*et 6e+5ice i6 2a6t a*d ea6y Ba*7 accu+ately 6,l5e6 y,u+ ba*7i*4 =ue+ie6 a*d 8+,ble 6 t"+,u4" i*te+*et T"e E' ba*7i*4 6ite 6e+5ice6 a+e t+u6t<,+t"y a*d 6ecu+e Fu*d t+a*62e+ 6e+5ice i6 ea6y u6i*4 E' ba*7i*4 E' ba*7i*4 le66e*6 t"e "u a* e++,+6 8e+tai*i*4 t, t+a*6acti,*6 Ba*7 8+,5ide6 $(RD 6table E' ba*7i*4 6e+5ice6 E' ba*7i*4 6a5e6 ti e a6 c, 8a+ed t, c,*5e*ti,*al ba*7i*4 E' ba*7i*4 8+,5ide6 a*yti e a*d a*y<"e+e 1 2 3 4 5 where - is 7ein, stron,ly a,ree and 1 7ein, stron,ly
ba*7i*4 2acility E' ba*7i*4 "a6 l,<e+ t+a*6acti,* 2ee6 E' ba*7i*4 all,<6 ea6y acce66 t, t+a*6acti,* data b,t" +ece*t a*d "i6t,+ical 4< $ate your satisfaction with E- 7an&in, !er%ices of the IDBI 7an& on scale fi%e +oint scale C where - is 7ein, stron,ly satisfied and 1 7ein, stron,ly dissatisfied" E- 7an&in, !er%ices of the IDBI 7an& 1ie< Acc,u*t State e*t Bill Pay e*t6 Fu*d T+a*62e+ C+edit ca+d 8ay e*t T+a*6acti,* 6tate e*t Ne< 2u*d t+a*62e+ Debit ca+d 6tate e*t 1 2 3 4 5
5< $ate 7arriers to E- 7an&in, !er%ices on scale fi%e +oint scaleC where - is 7ein, most challen,in, and 1 7ein, stron,ly challen,in," Barriers Hac7i*4 ,2 acc,u*t6 Secu+ity i66ue6 Aut"e*ticati,* i66ue6 G+ie5a*ce6 ,2 e'ba*7i*4 i66ue6 C,**ecti5ity 1 2 3 4 5
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doc_112327946.doc