A STUDY ON E BANKING SERVICES IN STATE BANK OF

INDIA, VILLUPURAM

by

K.ANITHA
(Reg. No. 4216176310005)
of
MAILAM ENGINEERING COLLEGE, MAILAM

A Project Report
Submitted to the

FACULTY OF MANAGEMENT SCIENCES

In partial fulfillment of the requirements

for the award of the degree

of

MASTER OF BUSINESS ADMINISTRATION

In
FINANCE AND MARKETING

ANNA UNIVERSITY
CHENNAI - 600025
MAY 2019

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 DEPARTMENT OF MANAGEMENT STUDIES
MAILAM ENGINEERING COLLEGE
MAILAM, TINDIVANAM (TK.), VILLUPURAM (DT.)

BONAFIDE CERTIFICATE

Certified that this project report titled “A STUDY ON E BANKING SERVICES IN

STATE BANK OF INDIA” is the bonafide work of Ms. K. ANITHA (REG. NO:

4216176310005) who carried out the research under my supervision. Certified further, that to

the best of my knowledge the work reported here in does not form part of any other project

report or dissertation on the basis of which a degree or award was conferred on an earlier

occasion on this or any other candidate.

Supervisor Head of the Department

Submitted to Project and Viva voice examination held on____________

Internal Examiner External Examiner

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 DECLARATION

I, ANITHA.K, student of DEPARTMENT OF MANAGEMENT STUDIES, would

like to declare that the project work entitled “A STUDY ON E BANKING SERVICES

IN STATE BANK OF INDIA”, submitted to ANNA UNIVERSITY in partial fulfillment

of Master of Business Administration, is my original work and not submitted for the

award of any other degree, diploma, fellowship or other similar title or prizes.

Place :

Date :
( K. ANITHA)

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 ABSTRACT

This project is mainly analyzing the various banking services offered by state bank of India .
The title is “A STUDY ON E BANKING SERVICES IN STATE BANK OF
INDIA”,VILLUPURAM and the analysis done on the basis of data received through
Questionnaires.

This research was conducted with the aim to help the bank to increase the customer’s relations
and loyalty. The information gathered through this research can be used to improve the quality
of e banking services. This will increase the goodwill of the bank and its overall performance.

A questionnaire is used as the instrument to collect the primary data from the customers of
account holders in state bank of India. The tools used in the project are Percentage method,
Weighted average method and Questionnaire. The sample size decided from the studies 75
respondents simple random sampling is chosen for study. Based on the findings from the study,
suitable suggestions have been given to the bank to improve its e services to customers in
the future and resolving issues faced by its customers which will help to provide better service
delivery compared to other concern.

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 ACKNOWLEDGEMENT

I take this privilege to express a few words of gratitude and respect to all those who

helped me in completion of this project.

I am bound to express my gratitude to our honorable Chairman Mr. M. Dhanasekaran

M.A., M.Ed., D.Agri., D.F.T., our beloved Vice-Chairman Mr. S.V. Sugumaran and our

Secretary Dr. K. Narayanasamy MBBS., MBA (U.K.), M.Sc., Radiology (U.K.) for their

constant encouragement in my project.

I mention my profound gratitude to the Principal Dr. S. Senthil, M. Tech., Ph.D.,

for his guidance throughout the project.

. I am extremely thankful to Mr. M. Arokiaraj @ John, M.B.A., M.Phil.,

PGDCA.,(Ph.D) the Head, Department of Management Studies for his guidance

throughout the project period.

I express the gratitude to my internal guide Mrs. A. Anitha B.com, MBA., for her

constant guidance and encouragement throughout the project.

Words are boundless to express my thanks to Our Department Staff Members

for their kind assistance, cooperation and valuable suggestions given to me.

Finally my special thanks to My parents and Friends for their continuous support

and encouragement. My acknowledgements are due to many who rendered their help in

many occasions during my project period.

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 CONTENTS
Title i
Bonafide Certificate ii
Declaration iii
Abstract iv
Acknowledgement v
List of Tables vii
List of Charts viii

CHAPTE PARTICULARS PAGE

R NO. NO.
1 INTRODUCTION
1.1 Introduction to the Study 01
1.2 Company Profile 09
1.3 Industry Profile 14
1.4 Statement of the Problem 17
1.4 Objective of the study 17
1.5 Need of the study 18
1.6 Scope of the study 18
2 MAIN THEME OF THE STUDY
2.1 Review of Literature 19
2.2 Research Methodology 21
2.3 Limitations of the Study 24
RESULTS,DISCUSSIONS,AND
3 CONCLUSION
3.1 Analysis and Interpretation 25
3.2 Findings from the study 43
3.3 Suggestions and Recommendation 45
3.4 Conclusion 47
4 APPENDICES
4.1 questionnaire 48
4.2 references 52

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 LIST TABLES

TABLE
PAGE
NO. LIST OF TABLES
NO.

3.1.1 Distribution of respondents according to their gender

25

3.1.2 Distribution of Respondents according to their age

26

27
3.1.3 Distribution of respondents according to their occupation

3.1.4 Distribution of Respondents according to their account with held

28
in SBI.

3.1.5 Distribution of Respondents according to awareness of e

29
banking services.

3.1.6 Distribution of Respondents according to view of safe and secure

30
while using e banking services.

3.1.7 Distribution of Respondents according to their convenient mode

31

3.1.8 Distribution of Respondents according to type of account in sbi.

32

3.1.9 Distribution of Respondents according to iccur of additional cost

while using e banking services
33

3.1.10 Distribution of Respondents according to usage of mobile apps.

34

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3.1.11 Distribution of respondents according to need of improvements
35
in sbi towards e banking.

3.1.12 Distribution of Respondents according to their overall opinion of

36
e banking services of SBI.

3.1.13 Distribution of Respondents according to preference of e

37
banking services

Distribution of respondents according to rating of Internet

3.1.14 services.
38

Distribution of respondents according to frequency of e banking

3.1.15 services. 39

Distribution of respondents according to satisfaction on ATM

3.1.16
services 40

3.1.17
Distribution of respondents according to satisfaction on internet 41
banking

Distribution of respondents according to satisfaction on mobile 43

3.1.18
banking

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 LIST CHARTS

TABLE NO. LIST OF CHARTS PAGE NO.

3.1.1 Distribution of respondents according to their gender 25

3.1.2 Distribution of Respondents according to their age 26

3.1.3 Distribution of respondents according to their occupation 27

3.1.4 Distribution of Respondents according to their account with 28

held in SBI.
3.1.5 Distribution of Respondents according to awareness of e 29
banking services
3.1.6 Distribution of Respondents according to view of safe and 30
secure while using e banking services.
3.1.7 Distribution of Respondents according to their convienent 31
mode.
3.1.8 Distribution of Respondents according to type of account in 32
sbi.
3.1.9 Distribution of Respondents according to iccur of additional 33
cost while using e banking services
3.1.10 Distribution of Respondents according to usage of mobile 34
apps.
3.1.11 Distribution of respondents according to need of 35
improvements in sbi towards e banking.
3.1.12 Distribution of Respondents according to their overall opinion 36
of e banking services of SBI.
3.1.13 Distribution of Respondents according to preference of e 37
banking services

3.1.14 Distribution of respondents according to rating of Internet 38

services.
Distribution of respondents according to frequency of e
banking services 39
3.1.15

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x