A
STUDY FOR CUSTOMER PERCEPTION E- BANKING
SERVICES OF SBI
Submitted to LKCTC (affiliated to the I.K. Gujral PTU)
Is partial fulfillment of the requirements for the award of degree of
MASTER OF BUSINESS ADMINISTRATION
Submitted by: Supervisor
Varsha Dr.Rupinder Sampla
2131485
MBA-A
DEPARTMENT OF MANAGEMENT
LKCTC
JALANDHAR
2021-2023
1
Table of content
s. no Chapter Page no.
1 Introduction of the topic 3-7
2 Review of literature 8-10
3 Objective of the study 11-12
4 Research methodology 13-14
References 15-16
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Chapter-1
INTRODUCTION
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INTRODUCTION
Banks today know better than anyone the opportunities and the risk they face in an
ever-changing competitive environment. In offering e-commerce products, banks
some key advantage over potential competitors.
E-banking is the term used for new age banking. E-banking is also known as online
banking. Internet banking or virtual banking, is an electronic payment system that
enables the customer of a bank or other financial institution to conduct a range of
financial transactions through the financial institution‘s website. Internet banking is
an outgrowth of PC banking. Internet banking uses internet as a delivery channel by
which to conduct banking activities such as transferring funds , paying bills, viewing
checking and saving account balances, paying mortgages and purchasing financial
instruments and certificates of deposits.
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PROFILE OF THE STUDY- STATE BANK OF INDIA
SBI
STATE BANK OF INDIA is the largest and oldest bank. SBI has more
than 80 offices in nearly 35 other countries, including multiple location in the
US, Canada and Nigeria. The bank has other units devoted to capital markets,
fund management, factoring and commercial services, credit cards, and
brokerage services. The reserve bank of India owns about 60% of state bank
of India.
ONLINE SBI
State bank of India is India ‘s largest bank with a branch network of
over 11000 branches and 6 associate banks located even in the remote parts
of India. State Bank of India (SBI) offers a wide range of banking products
and services to corporate and retail customers.
Online SBI is the internet banking portal of State Bank of India. The portal
provide anywhere, anytime, online access to accounts for state bank’s retail
and corporate customers. The application is developed using the latest cutting
edge technology and tools.
The infrastructure supports unified, secure access to banking services for
accounts in over 11,000 branches across India.
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FEATURES OF E-BANKING
Online banking facilities offered by various financial institutions have many features
and capacities in common, but also have some that are application specific.
Viewing account balances
Viewing recent transaction
Downloading bank statements
Ordering cheque books
Downloading application for M- banking, E- banking etc.,
Loan application and transactions, such as repayments of enrollments
Credit card applications
PRODUCTS AND SERVICES PROVIDED BY SBI E- BANKING
E- ticketing
Bill payment
SBI e- Tax
Fund transfer
Cheque book request
Account opening request
Transaction enquiry
Account statement
Donation
STATEMENT OF THE PROBLEM
Today all the banking sectors are providing lot of services to their customers.
Although the e-banking services are offered by all the banks. It is a necessary to
study whether all the banking customers are aware of the E-banking services. To get
the highest satisfaction on the e-banking channels, a customer should have complete
knowledge and awareness on various products and services offered by the bank and
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bankers should have ability to identify the type of services needed by a customer and
rendered the same to his satisfaction. Hence the study is attempted to know” A study
on customer perception towards E- banking of SBI”.
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CHAPTER-2
REVIEW OF LITERATUE
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REVIEW OF LITERATURE
According to Amit P.Wadhe, Shamra Ghodke(20021), “To study consumer
awareness & perception towards usage of mobile banking”. The paper attempts
to know the consumer awareness and perception on mobile banking for people
located in pune city. The researcher explores the factors which help in
penetrating the use of mobile banking among major consumers. SPSS software
was used to make cross tabulation, factor analysis and chi-square test. As a result
of factor analysis, 7 factors were extracted out of 21 original factors such as
usefulness of mobile banking, ease of use, and trust on banks, interest in using m-
banking, consumer awareness of mobile banking.
Sonia Bhatt(2020), in the study found that the Indian customers are ready to
adopt mobile banking more if it seems more trustable and reliable without a
decent level of trust, customers would not be completely spurred to utilize these
systems. Numerous studies have demonstrated the significance of trust, which
enhances the level of motivation of the users for using such new technology.
Raharja and tresna,2019, mobile banking is simply the usage of cell phone
stations such as mobile and personal digital assistants to contact banking system
through wireless application protocol. With the help of mobile banking , bank
customers can avail banking facilities such as information inquiry, account
managing, bill payment and money transfers etc.
Nair,s,Gopi kumar,v2018; Asha, v IN “An empirical analysis of banking sector
efficiency in emerging economics” investigates how cost efficiency of Indian
banks are affected by the size, capitalization and non performing assests and
realized the variation inefficiencies relevant among the banks.
Dr . rejikumar G, Sudharani ravindra20117, conducted a study titled “an
empirical study on service quality perceptions and continuance intension in
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mobile banking context in india” keeping in account of the issues faced by banks
while grabbing more customers giving little concern to the gigantic mobile
incursion in the country. From the study they found out the relationship between
customer perception about service quality, customer satisfaction and continuance
intensions. It also interrogatives the factors concerning the continuance decisions
of the early users of m-banking services in Kerala, India.
Chang.Tung-Zong(20116) ;evaluated out the complimentary effect of superior
service quality on business profitability ,he suggested a model depicting the
positive linkage between market orientation mad business performances.
Raheem Abdul a (2015) administrated a study in order to point out the factors
adjudging the satisfaction in the quality of parameters in public sector banks. The
study throws light into the areas where there is a need for improvement in order
to withstand the competition set forth by the newcomers in banking sector.
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CHAPTER-3
OBJECTIVE OF THE STUDY
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1.To know the satisfaction level of customer about E- banking.
2.To study about the problems faced by the customer in using E- banking services.
3. To study the customers expectations about internet banking.
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CHAPTER-4
RESEARCH METHODOLOGY
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RESEARCH METHODOLOGY
RESEARCH DESIGN
The research will be concerned with the study on customer perception towards
E-banking services of state bank of India, random sampling technique will be used to
collect the data. : A structured questionnaire Will be used to collect the primary data
to answer the research questions and objectives regarding customers on internet
banking. The survey question consist of questions to reflect different part of the
study.
Primary data: the primary data will be collected using descriptive structured
questionnaire. The questionnaire will be designed in a systematic manner covering
adequate and relevant questions which is useful to the study.
Secondary data: : the secondary data used for the study are inclusive of the data
collected from the internet, catalogues, journals and magazines.
TECHNIQUES: the study was conducted on the basis of the survey through
questionnaire given to the respondents.
Research instruments: Questionnaire and google form.
Sampling design population: sample size: population of 100.
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REFERENCES
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1. Amit P.W.ShamraoGhodke (2013), To study consumer awareness & perception
towards usage of mobile banking “IBMRD” s journal of management and
research , ISSN: 2277-7830 pp no.
2. Bhatt, s (2020, November), an empirical study of factors affecting adoption of
M- commerce in India. Journal of marketing advances and practices,3(1). 42-60.
3. Raharja P.S.J. and Tresna, R, 2019, Nobuyuki Kobayashi Seiko Shirasaka,
Makoto loki adoption of information and communication technology on
enhancing business performance; study on creative…, review of integrative
business and economics research vol.8 no.3,pp 20-30.
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