Project Report

(Submitted for the Degree of B.Com. Honours in Accounting & Finance

under the University of Calcutta)

Title of the Project

Customer Perception on On-line Banking

Submitted by

Name of the Candidate: Saurabh Yadav

Registration No: 117-1111-0258-21
Name of the College: Surendranath Evening College
College Roll No: 120

Supervised by
Name of the Supervisor: Dr Amit Das
Name of the College: Surendranath Evening College

Month & Year of Submission

April 2024
Annexure-IA

Supervisor’s Certificate

This is to certify that Mr. Saurabh Yadav a student of B.Com Honours in Accounting &
Finance of Surendranath Evening College under the University of Calcutta has worked under
my supervision and guidance for his project work and prepared a Project Report with the title
Customer Perception on On-line Banking which he is submitting, is his methodological
work to the best of my knowledge.

Place: Howrah Signature:

Date: Name: Saurabh Yadav
Designation:
Name of the College: Surendranath Evening College
Annexure-IB

Student's Declaration

I hereby declare that the Project Work with the title CUSTOMER PERCEPTION ON
ONLINE BANKING submitted by me for the partial fulfilment of the degree of B.Com.
Honours in Accounting & Finance under the University of Calcutta is my original work and
has not been submitted earlier to any other University / Institution for the fulfilment of the
requirement for any course of study.
I also declare that no chapter of this manuscript in whole or in part has been incorporated in
this report from any earlier work done by others or by me. However, extracts of any literature
which has been used for this report has been duly acknowledged providing details of such
literature in the references.

Signature
Name: Saurabh Yadav
Address: 38/30 Fakir Bagan Lane
Howrah-711101
Registration No. : 117-1111-0258-21
Place: Howrah
Date:
 ACKNOWLEDGEMENT

I am indebted to many people for their help during the preparation of this project, some for
their guidance and inspiration and others for their valuable time.

I am deeply grateful to my project guide “DR AMIT DAS SIR” who gave me the opportunity
to work under him and guidance throughout the project. His guidance for selecting my
project title and timely and critical feedback on my work has helped to improve my project. I
am sure he will guide me in the same way in all my future endeavours. Apart from him I
would like to thank my other teachers and my fellow friends for their support, encouragement
for helping in their capacities.

Lastly, I would not forget to thank my parents and my family for their deep support,
motivation and encouragement that helped me intensely in doing this project.
 CONTENT

Chapter No. Particulars Page No.

1 INTRODUCTION 1-4
1.1 Background 1
1.2 History of the online 1-2
banking
1.3 Objective of the study 2
1.4 Review of literature 2-3
1.5 Database and methodology 3
1.6 Limitation of the study 3
1.7 Chapter Planning 4
2 CONCEPTUAL 5-9
FRAMEWORK
2.1 Concept of online banking 5
2.2 First online banking in India 5
2.3 Features of online banking 5-6
2.4 Advantages of online 6-7
banking
2.5 Disadvantages of online 7-8
banking
2.6 National scenario in online 8
banking
2.7 International scenario in 8-9
online banking
3 PRESENTATION, 10-25
ANALYSIS AND FINDINGS
3.1 Presentation of data analysis 10-24
3.2 Findings 25
4 CONCLUSION AND 26-27
RECOMMENDATION
4.1 Conclusion 26
4.2 Recommendations 26-27
5 BIBLIOGRAPHY 28
 CHAPTER: 1

INTRODUCTION

1.1. Background
Online banking, also known as internet banking, virtual banking, web banking or home
banking, is a system that enables customers of a bank or other financial institution to conduct
a range of financial transactions through the financial institution's website or mobile app.
Since the early 2000s this has become the most common way that customers access their
bank accounts. The online banking system will typically connect to or be part of the core
banking system operated by a bank to provide customers access to banking services in
addition to or in place of historic branch banking. Online banking significantly reduces the
banks' operating cost by reducing reliance on a physical branch network and offers
convenience to some customers by lessening the need to visit a branch bank as well as being
able to perform banking transactions even when branches are closed, for example outside the
conventional banking hours or on weekends and holidays.
Internet banking provides personal and corporate banking services offering features such as
making electronic payments, viewing account balances, obtaining statements, checking recent
transactions and transferring money between accounts. Some banks operate as a "direct bank"
or "neobank" that operate entirely via the internet or internet and telephone without having
any physical branches relying completely on their online banking facilities.

1.2. History of the online banking

The concept of Internet banking has been simultaneously evolving with the development of
the world wide web. Programmers working on banking data bases came up with ideas for
online banking transactions, sometime during the 1980s. The creative process of development
of these services were probably sparked off after many companies started the concept of

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online shopping. The online shopping promoted the use of credit cards through Internet.
Many banking organizations had already started creating data ware housing facilities to ease
their working staffs. The development of these databases was widely used during the
development of ATM's. The first online banking service in United States was introduced, in
October 1994. The service was developed by Stanford Federal Credit Union, which is a
financial institution. The online banking services are becoming more and more prevalent due
to the well-developed systems. Though there are pros and cons of electronic cash, it has
become a revolution that is enhancing the banking sector.

1.3. Objective of the study

The main objectives of the study are:
• To understand the concept of Online-Banking.

• To analyse the importance, functions, advantages and limitations of Online-Ranking.

• To give an idea about online banking system in real life.

• To analyse the trend of Online-Banking with the help of primary data.

• To analyse the present e-banking scenario concerned with ATM, Internet banking,
Mobile banking, credit card-debit card, fund transfer and other e-banking services.

• To examine the impact of ATM, Internet banking, Mobile banking and Credit cards on
customer satisfaction by analysing the problems faced by the customers.

1.4. Review of literature

• Dr. Rejikumar, Sudharani Raviandran (2012): In the journal of digitalization

& commerce studied about the perception of the early adopters of digital
banking. The study proved that after choosing the new technology, the customer
finds satisfaction in the quality framework of the services.

• Preeti Singh (2011): This study finds out customers point of security associated
with digital banking technology, standard of services provided by HDFC,
mobile banking operations are having a positive perception for the customers to
adopt for a long run.

• Amruth Raj Nippatlapalli (2013): In his research paper "A Study on Customer
Satisfaction of Commercial Banks: Case Study on State Bank of India". The

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 paper present Customer satisfaction, a term frequently used in marketing, is a
measure of how products and services supplied by a company meet or surpass
customer expectation.

• Mr. Vijay Prakash Gupta & Dr. P. K. Agarwal (2013): In their research paper
"Comparative Study of Customer Satisfaction in Public Sector and Private
Sector Banks in India". This paper gives with the introduction of liberalization
policy and RBI’s easy norms several private and foreign banks have entered in
Indian banking sector which has given birth to cut throat competition amongst
banks for acquiring large customer base and market share

1.5. Database and methodology

• Data Collection:
Primary source: The study is based on both of primary and secondary data. For the
purpose of case study primary data have been collected from the people of HOWRAH
through phone calls, social network and direct interview from them.

Secondary source: The secondary data have been collected from different articles &
website resources such as www.wikipedia.com, www.google.co.in and so many others.
We have used simple pictures, tables, & graphs to analysis & present the data. Apart from
this I also followed my supervisor's instructions to finish the project.

1.6. Limitation of the study

The major limitations of the study are:

• For this study questioners distributed among 40 peoples only in our locality and
banks.

• I have not used modern statistical tools to analysis the data.

• Due to shortage of time I have not been able to make a depth study.

• This study is based on the prevailing respondents' satisfaction. But their satisfaction
may change according to time, fashion, need etc.

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1.7. Chapter Planning
1. Introduction
2. Conceptual framework/ National/ International Scenario
3. Presentation of data, Analysis and Findings
4. Conclusion and Recommendation

4
 CHAPTER: 2

CONCEPTUAL FRAMEWORK

2.1. Concept of online banking

Online banking, also known as internet banking or electronic banking, refers to the provision
of banking services and the management of financial transactions over the internet. It enables
customers to access and manage their bank accounts, conduct various financial activities, and
interact with their banks remotely through digital channels, such as websites and mobile apps.

2.2. First online banking in India

The first online banking service in India was introduced by the State Bank of India (SBI), the
country's largest public sector bank. SBI launched its online banking platform, known as
"SBI NetBanking," in the late 1990s, making it one of the pioneers of internet banking in
India.
SBI NetBanking allowed customers to access their bank accounts, check balances, view
transaction history, transfer funds between accounts, pay bills, and perform various other
banking transactions online. This initiative marked a significant milestone in the
modernization of banking services in India and paved the way for the widespread adoption of
online banking across the country.
Since then, other banks in India have also introduced their online banking platforms,
expanding access to digital banking services to millions of customers nationwide. Today,
online banking has become an integral part of the Indian banking landscape, offering
convenience, efficiency, and accessibility to customers across urban and rural areas.

2.3. Features of online banking

Online banking offers a wide range of features and functionalities that enable customers to
manage their finances conveniently and securely. Here are some common features of online
banking platforms:
1. Account Management: Customers can view account balances, transaction histories,
and details of their accounts, including checking, savings, and credit card accounts.

2. Fund Transfers: Users can transfer funds between their own accounts, as well as to
other accounts within the same bank or to accounts held at different financial
institutions. Transfers can often be scheduled for future dates or set up as recurring
payments.

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 3. Bill Payment: Online banking platforms allow customers to pay bills electronically to
utility companies, credit card issuers, service providers, and other payees. Payments
can be scheduled in advance or set up as recurring payments.

4. Mobile Banking: Many banks offer mobile banking apps that provide access to
account information, fund transfers, bill payments, and other banking services from
smartphones or tablets. Mobile banking apps may include additional features such as
mobile check deposit and ATM locator services.

5. Alerts and Notifications: Customers can set up alerts and notifications for various
account activities, such as large transactions, low balances, or upcoming bill
payments. Alerts can be delivered via email, text message, or within the banking app.

6. Online Statements: Instead of receiving paper statements, customers can opt to

receive electronic statements (eStatements) through their online banking accounts.
eStatements are secure, environmentally friendly, and accessible anytime, anywhere.

2.4. Advantages of online banking

1. 24/7 Availability: Online banking platforms are available 24 hours a day, seven days
a week, providing round-the-clock access to account information and banking
services. This ensures that customers can manage their finances and perform
transactions even outside of regular banking hours, accommodating diverse schedules
and time zones.

2. Cost Savings: Online banking can lead to cost savings for both customers and banks.
Customers can avoid fees associated with paper statements, check orders, and in-
person transactions, while banks can reduce operational costs related to maintaining
physical branches and processing paper-based transactions.

3. Efficiency: Online banking streamlines banking processes and transactions, reducing

the time and effort required to perform routine tasks such as checking balances,
transferring funds, and paying bills. Transactions can be completed quickly and
securely online, without the need for manual paperwork or in-person visits to the
bank.

4. Enhanced Security: Online banking platforms employ advanced security measures

to protect customers' sensitive information and transactions. Encryption, multi-factor

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 authentication, and fraud detection systems help safeguard against unauthorized
access and fraudulent activity, providing greater peace of mind to customers.

5. Paperless Environment: Online banking promotes environmental sustainability by

reducing the consumption of paper and other resources associated with traditional
banking practices. Electronic statements, online bill payments, and digital transactions
contribute to a more eco-friendly banking experience.

6. Access to Additional Services: Online banking platforms often offer a wide range of
additional services and features beyond basic account management, such as budgeting
tools, financial planning resources, and educational materials. These resources
empower customers to make informed financial decisions and improve their financial
literacy.

2.5. Disadvantages of online banking

1. Security Risks: Online banking systems are vulnerable to security breaches, hacking
attempts, malware attacks, and phishing scams. Despite the implementation of
security measures such as encryption and multi-factor authentication, there is still a
risk of unauthorized access to sensitive information or fraudulent transactions.

2. Technical Issues: Online banking platforms may experience technical glitches,

system outages, or downtime, which can disrupt access to account information and
banking services. Technical issues could also affect the functionality of mobile
banking apps or online payment systems, causing inconvenience to users.

3. Dependency on Technology: Online banking relies heavily on technology and

internet connectivity. Users may encounter difficulties accessing their accounts or
performing transactions during internet outages, power failures, or other technical
disruptions. Moreover, users who are not comfortable with technology may find
online banking intimidating or challenging to navigate.

4. Limited Personal Interaction: Unlike traditional banking services provided at

physical branches, online banking lacks face-to-face interaction with bank
representatives. Some customers may prefer the personalized assistance and human
touch offered by in-person banking, especially when dealing with complex financial
matters or seeking guidance on financial decisions.

5. Privacy Concerns: Online banking requires users to provide personal and financial
information, which may raise privacy concerns. Customers may be hesitant to share
sensitive data online due to fears of identity theft, data breaches, or unauthorized
access. Banks must ensure robust data protection measures to safeguard customer
privacy and comply with regulatory requirements.

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 6. Transaction Limits and Fees: Some online banking accounts impose limitations on
the number of transactions allowed per month or may charge fees for certain
transactions, such as excessive withdrawals or transfers. Users should review account
terms and conditions carefully to understand any restrictions or fees associated with
online banking services.

2.6. National scenario in online banking

Online banking is rapidly growing in India, driven by factors such as increasing internet
penetration, smartphone adoption, and government initiatives to promote digital payments.
Major banks in India offer comprehensive online banking services, including mobile banking
apps, digital wallets, and online payment platforms. The government's push for financial
inclusion through initiatives like the Pradhan Mantri Jan Dhan Yojana has also contributed to
the expansion of online banking services to underserved populations.
Indian scenario in banking is not up to the mark in comparison to the developed Economies.
In 1966, ICICI Bank took the initiative towards starting e-banking services in India. The time
period of 1996 to 1998, can be defined as early adoption phase for e-banking in India. But
public sector banks were the late adopters of the e-banking services. SBI owns the pride of
being pioneer among public sector banks to start providing e-banking services to its
customers. Although, it experienced tremendous increase in usage of e-banking in 1999, due
to lower ISP internet fee & charges, increased PC penetration and tech- savvy
environment.

Online Banking has become an integral part of banking system in India. The concept of
online banking is of fairly recent origin in India. Till the earl 90's traditional model of
banking i.e. branch based banking was prevalent, but after that non-branch banking services
were started. The Indian government enacted the IT Act, 2000 with effect from the 17th
October 2000. To examine different aspects of Internet Banking RBI set up a committee on
Internet Banking. The committee had focused on three major areas of Internet banking,
Technology and security issues, legal issues and regulatory and supervisory issues. RBI had
accepted the suggestions and recommendations of the Working committee and accordingly
issued guidelines to banks to implement Internet banking in India. E-banking is viewed as
expansion of conventional banking services Internet banking, both as a medium of delivery of
banking services and as a strategic tool for business development, has gained wide
acceptance internationally and is fast catching up in India with more and more banks entering
the fray.

2.7. International scenario in online banking

Online banking has presented regulators and supervisors worldwide with new challenges. The
internet, by its very nature, reaches across borders and is for this reason, engaging the

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attention of regulatory and supervisory authorities all over the world the experience of
various countries as far as internet banking is concerned, is outlined following.
1. United States: In the United States, online banking is widely adopted, with a large
percentage of the population regularly using digital banking platforms for managing
their finances. Major banks offer robust online banking services, including account
management, fund transfers, bill payments, mobile banking apps, and advanced
security features. The adoption of online banking has been driven by factors such as
convenience, accessibility, and the proliferation of smartphones and high-speed
internet connectivity.

2. United Kingdom: Online banking is well-established in the United Kingdom, with a

high level of adoption among consumers and businesses. Banks in the UK offer
sophisticated online banking platforms with features such as real-time account
monitoring, budgeting tools, and seamless integration with other financial services.
The UK government has also promoted digital banking initiatives to enhance financial
inclusion and promote competition in the banking sector.

3. China: Online banking has experienced exponential growth in China, fueled by the
country's booming e-commerce sector, digital payment platforms, and widespread
smartphone usage. Chinese consumers are increasingly embracing mobile banking
apps offered by leading technology companies such as Alibaba's Alipay and Tencent's
WeChat Pay, which provide a wide range of financial services beyond traditional
banking. The Chinese government has also supported the development of online
banking infrastructure to promote financial inclusion and innovation.

4. NEW ZEALAND: Major Banks offer online banking service to customers, operate
as a division of the bank rather than as a separate legal entity. Reserve bank of New
Zealand applies the same approach to the regulation of both internet banking activities
and traditional banking activities. There are however, banking supervision is based on
public disclosure of information rather than application of detailed prudential rules.
These disclosures apply to online banking activity also.

5. SINGAPORE: The monetary authority of Singapore (MAS) has reviewed its current
framework for licensing. and for prudential regulation and supervision of bank, to
ensure its relevance in the light of developments in online banking, either as an
additional channel or in the form of a specialized division, or as stand-alone entities
(Internet Only Banks), owned either by existing banks or by new players entering the
bank industry. The existing policy of MAS already all banks licensed in Singapore to
use the internet to provide banking services. MAS are subjecting online banking.
Including IOBs to the same prudential standards as traditional banking.

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 CHAPTER: 3

PRESENTATION, ANALYSIS AND FINDINGS

The study deals with results which came from the analysis of the
primary and secondary data.

3.1.1. Age Basis

Users of Online Banking according to their age

Age No of Respondent in Percentage%

15-20 11.80%
20-25 82.40%
30-50 2.90%
50 Above 1.2%

30-50
Age 3% 15-20
12%
40 responses
50 Above
1%

15-20
20-25
30-50
50 Above
20-25
84%

Analysis of the above diagram

Currently age of 20 to 25 persons prefer more online banking.

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3.1.2. Occupation

Particulars No. of Respondent in Percentage%

Student 82.40%
Self Employed 2.90%
Professional 5.90%
Salaried 8.80%
Others 0%

Occupation
40 responses

Student Self Employed Professional Salaried Others

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3.1.3. Do you use online banking?

Particulars No of Respondent in Percentage%

Yes 95%

No 5%

DO YOU USE ONLINE BANKING? Yes No

40 RESPONSES

5%

95%

Analysis of the above diagram

Out of 40 respondents,38 respondents use online banking,2 respondents not use online
banking.

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3.1.4. How often do you use online banking?

Particulars No. of Respondent in Percentage%

Daily 29.40%
Weekly 50%
Monthly 11.80%
Rarely 8.80%

HOW OFTEN DO YOU USE ONLINE BANKING?

40 RESPONSES
Daily Weekly Monthly Rarely

8.80%

11.80% 29.40%

50%

Analysis of the above diagram

20 respondents have a strong opinion to Weekly use of online banking and other respondents
gives us an average review as shown above.

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3.1.5. Are you aware of net banking services offered by the banks?

Particulars No of Respondent in Percentage%

Yes 94%

No 6%

Are you aware of net banking services offered by the banks?

40 responses

6%
Yes
No

94%

Analysis of the above diagram

It is good for the banks as most of the respondents were aware of the internet banking and all
the services provided under internet banking.

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3.1.6. For how many days are you using the online banking facility

Particulars No. of Respondent in Percentage%

1 Year 17.60%
More than 1 29.40%
year
3 years 26.50%
More than 3 26.50%
years

For how many days are you using the online banking facility
40 responses

18%
27%
1 Year
More than 1 year
3 years

29% More than 3 years

26%

Analysis of the above diagram

This question witnessed from most of the respondents use online banking since 1- 3 or more
than 3 years but still there were some respondent which were using online banking 1 year or
more than 1 year.

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3.1.7. Which type of account do you use?

Particulars No of Respondent in Percentage%

Savings 94.10%

Current 5.90%

Others 0%

Which type of account do you use?

40 responses

6%

Savings
Current
Others

94%

Analysis of the above diagram

It is very interesting to see that most of the respondents are happy from the services their
respective bank is providing, the rest of the respondents felt there is a scope of improvement
still they were also happy.

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3.1.8. Do you think online banking is safe and secure?

Particulars No of Respondent in Percentage%

Yes 100%

No 0%

Do you think online banking is safe and secure?

40 responses

100%

Analysis of the above diagram

It is interesting to see that all the 40 respondents thinks that online banking is safe and secure.
Thus, internet banking has a promising future ahead.

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3.1.9. Are you satisfy with your bank services?

Particulars No. of Respondent in Percentage%

Yes 100%

No 0%

Are you satisfy with your bank services?

40 responses

Yes
No

100%

Analysis of the above diagram

It is very interesting to see that 33 respondents are happy and satisfied from the services their
respective bank is providing, the rest 7 respondents felt there is a scope of improvement still
they were also happy.

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3.1.10. Objective for using the internet?

Objective No. of Respondent

Shopping 15

Entertainment 10

Research 5

Banking 7

Other 3

Objective for using the internet?

40 responses

OTHER
3

BANKING
7

RESEARCH
5

ENTERTAINMENT
10

SHOPPING
15

0 2 4 6 8 10 12 14 16

Analysis of the above diagram

Under the purpose of using internet 15 using for shopping motive and 10
using for entertainment and 5 for research and 7 for banking
and 3 other.

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3.1.11. How much do you spend for a single online transaction?

Amount No. of Respondent

0-2000 17
2000-5000 10
5000-10000 7
10000-20000 4

Above 20000 2

How much do you spend for a single online transaction?

40 responses

17

10

0-2000 2000-5000 5000-10000 10000-20000 ABOVE 20000

Analysis of the above diagram

Most of the online users have a tendency to spend 2000 and below in a single transaction.

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3.1.12. Does your bank upgrade online services regularly?

Particulars No. of Respondent

Yes 19

No 13

Can't say 8

DOES YOUR BANK UPGRADE ONLINE SERVICES REGULARLY?

40 RESPONSES

Can't say
8

Yes
19

No
13

Analysis of the above diagram

This is very interesting to see that most of the online banking users think that their banks
upgrade their services regularly. But some people did not think so and few did not come to a
conclusion.

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3.1.13. What benefits do you see in internet banking?

Particulars No of Respondent in Percentage%

Convenience 38.00%
Speed 26.00%

Transparency 12.00%
Time 24.00%

What benefits do you see in internet banking?

40 responses

24%
Convenience
38%
Speed
Transparency
12%
Time

26%

Analysis of the above diagram

17 respondents felt that the convenience provided by internet banking is the highest
motivating factor for an individual to use internet banking, rest 23 respondents felt speed
convenience and time are also the other motivating factors.

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3.1.14. Are you aware of the methods which can be undertaken to make any
kind of fraud?

Particulars No of Respondent in Percentage%

Yes 76.00%
No 24.00%

Are you aware of the methods which can be undertaken to make any kind of fraud?
40 responses

24%

Yes
No

76%

Analysis of the above diagram

It’s pretty tragic but 31 respondents are aware of the techniques which can be taken up for
any type of fraud. 9 respondent are still unaware of the methods of frauds in online banking.

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3.1.15. Rating of online banking services

Particulars No. of Respondent

Excellent 4

Very good 6

Good 13

Average 10

Poor 7

Rating of online banking service

40 responses

Excellent
Poor
4
7
Very good
6

Average
10

Good
13

Excellent Very good Good Average Poor

Analysis of the above diagram

The satisfaction level of online users of their respective banks has a mixed review. This may
be due to multiple reasons. Moreover 13 respondents chose "GOOD" option

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3.2. FINDINGS

➢ More banks are connecting to many software company for running the online banking
service. In these services the SBI bank tops in providing service of E-banking.

➢ The services that are mostly used by maximum customers are transactions, online
trading, bill payment, shopping etc.

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 CHAPTER: 4

CONCLUSION, RECOMMENDATIONS & BIBLIOGRAPHY

4.1. Conclusion

In a country like India, there is need for providing better and customized services to the
customers. Banks must be concerned about the attitudes of customers with regard to
acceptance of internet banking. The importance of security and privacy for acceptance of
internet banking has been noted in many earlier studies and it was found that people claim
that they have knowledge about security issues but they have no clear idea about all kinds of
frauds. The present study shows that customers are more reluctant to accept new technologies
or methods that might contain little risk. Hence, banks should design the website to address
security and trust issues. The basic objective of my research was to analyze the awareness
among customers for internet banking in India. It gives direction to research tools, research
types and techniques. Banks should look forward to have some tie-ups with other financial
institutions to increase the service base. The study reveals that ATM BANKING, BILL
PAYMENT, ONLINE SHOPPING and ONLINE RECHARGE etc. are performed by many
respondents but it also reflects that NEFT, RIGS or DMAT services are not performed by the
people in majority.

4.2. Recommendations

There following are the strategies should be applied by banks.

➢ Banks should ensure that online banking is safe and secure for financial transaction
like as traditional banking.

➢ Banks should organize seminar and conference to educate the customer regarding
uses of online banking as well as security and privacy of their accounts.

➢ Some elder customers are hindered by lack of computer skills. They need to be
educated on basic skills required to conduct online banking.

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➢ Banks must emphasize the convenience that online banking can provide to people,
such as avoiding long queue, in order to motivate them to use it.

➢ Banks must emphasize the cost saving that online can provide to the people, such as
reduce transaction cost by use of online banking.

➢ Provide a platform from where the customers can access different accounts at single
time without extra charge.

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 CHAPTER: 5

BIBLIOGRAPHY

Websites:

These are the websites that were used in collection the data for this project along with the
other observations :

✓ www.google.co.in
✓ www.wikipedia.com
✓ www.slideshare.net
✓ http://www.onlinebanking.net/online-banking-services/
✓ http://www.onlinebanking.net/future-of-online-banking/

Books:

Books which are used to study to know more about Online Banking are mentioned below:

✓ Banking System in India: written by Md. Shabbir Alam

✓ Indian Banking System: written by Renu Jatana.
✓ Indian Banking: written by S Natarajan
✓ Maryam Hamidi(2012) “Internet Banking on customer perception”

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