PROJECT REPORT

(Submitted for the Degree of B.com Honours in Accounts and Finance under the University of Calcutta )

TITLE OF THE PROJECT

“A COMPARATIVE STUDY ON E-BANKING SERVICES PROVIDED BY SBI AND AXIS BANK”

SUBMITTED BY

NAME OF THE CANDIDATE: ZUBEEN JAMIL

REGISTRATION NUMBER: 017-1211-1859-20

CU ROLL NUMBER: 201017-11-0408

NAME OF THE COLLEGE: THE BHAWANIPUR EDUCATION SOCIETY COLLEGE

COLLEGE UID: 0102202422

SUPERVISED BY

NAME OF THE SUPERVISOR: MISS. ASHRITY SHAW

NAME OF THE COLLEGE: THE BHAWANIPUR EDUCATION SOCIETY COLLEGE

MONTH AND YEAR OF SUBMISSION

JUNE 2023

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 SUPERVISOR’S CERTIFICATE

This is to certify that Ms. Zubeen Jamil a student of B.Com Honours in Accounts and Finance of The
Bhawanipur Education Society College under University of Calcutta has worked under my supervision
and guidance for her Project Work and prepared a Project Report with the title “A study on OTT
platforms scenario pre COVID-19 and post COVID-19” which she is submitting , in her genuine and
original work to the best of my knowledge.

Place : KOLKATA

Date :

Signature :

Name:

Designation:

Name of the college : The Bhawanipur Education Society College

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 STUDENT’S DECLARATION

I hereby declare that the Project Work with the title “A Comparative study on e-banking services
provided by SBI and Axis Bank” submitted by me for the partial fulfilment of the degree of B.Com
Honours in Accounts and 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:

Address :

Registration No.: 017-1211-1859-20

Place :

Date :

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[4]
 ACKNOWLEDGEMENT

“Real life isn't always going to be perfect or go our way, but the recurring
acknowledgement of what is working in our lives can help us not only to survive but
surmount our difficulties.”

-Sarah Ban Breathnach

I would like to express my sincere gratitude towards the University of Calcutta for incorporating such an
exercise as a part of the curriculum in the third year of our B. Com Honours course since it has presented me
with an excellent opportunity to explore my analytical and report-writing skills, consequently preparing me
for my corporate future.

Secondly. I would like to thank my supervisor - Miss. Ashrity Shaw for giving me a step-by-step guidance
and tremendous support. Without his encouragement this project would not have materialized.

Thirdly, I would like to show my greatest appreciation to all the people who very courteously answered the
questionnaire without which successful completion of this project was not possible.

Last but not the least, I am grateful to my family and friends for supporting me throughout.

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 INDEX

SERIAL NO. TOPICS PAGE NO.

INTRODUCTION

1.1 BACKGROUND OF THE STUDY 7

1.2 LITERATURE REVIEW 8-9

1.3 OBJECTIVES OF THE STUDY 10
1.4 RESEARCH METHODOLOGY 11
1.5 LIMITATIONS OF THE STUDY 12
1.6 CHAPTER PLANNING 13
CONCEPTUAL FRAMEWORK

2.1 OVERVIEW 15-21

2.2 NATIONAL SCENARIO 22-23

2.3 GLOBAL SCENARIO 24-25

PRESENTATION, ANALYSIS AND FINDINGS

PRESENTATION OF DATA : company
3.1 27-32
profile

3.2 ANALYSIS 33-51

3.3 FINDINGS 52

CONCLUSION AND RECOMMENDATIONS

4.1 CONCLUSION 54

4.2 RECOMMENDATION 55

BIBLIOGRAPHY
ANNEXURE (QUESTIONNAIRE)

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 CHAPTER 1

INTRODUCTION

1.1 BACKGROUND OF THE STUDY

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Banks play a very important role in the Indian financial market as they are the biggest purveyors of credit
and attract most of the savings from the population. Banking is necessary for the economic development of
all the nations of the world because a developed banking system holds the key as well as serves as a
barometer for the economic health of a country. Banking Industry is one of the most successful and strong
industry of our country Banking structure is effected by the changing environment of an economy. In Indian
context, there were two phases of nationalization, introduction of RRBs, entry of private sector banks and
foreign banks and now e-banking are some important and major changes that affect the structure as well as
functioning of the banks from time to time. On the basis of Reserve Bank of India Act, 1934, Indian banks
are of two categorized under two terms, one is the “Schedule Commercial Bank” and another one is “Non-
schedule Commercial Bank”. The banks selected for this study are State Bank of India, representing public
sector banks and HDFC Bank, representing private sector; as they are the largest banks in their sector,
considering their number of branches, customer base and their net worth. Successful reform of public sector
banks is a good example of a dynamic mix of public and private ownership in banks. A noteworthy feature
of banking reforms in India is the growth of newly licensed private sector banks, some of which have
attained globally best standards in terms of technology, services and sophistication. The world of banking
has assumed a new dimension at dawn of the 21st century with the advent of tech banking, thereby lending
the industry a stamp of university. Banking can also be classified as retail and corporate banking. Retail
banking that is designed to meet the requirement of individual customers and their savings which includes
payment of utility bills, credit cards, consumer loans and checking bank account. Corporate banking on the
other side caters to the need of corporate customers such as opening letters, credit, managing cash, bills
discounting etc. Banks marketing can also be defined as the part of management activity which seems to
divert the flow of profit from banking services to clients Essentially, the marketing notion necessitates a
knowledge of the customer's need to learn about the market and how it operates. Furthermore, the industry is
categorized in order for banks to better understand the needs of their customers. Services like portfolio
management, internet banking, venture capital etc. The basic duty of banks is to put the money in their
account holders' accounts to good use by lending it to individuals in need. Money is a means of exchange, or
a system for valuing goods and services that has been agreed upon. Precious stones, animal products, and
other valuable things were once utilised as a means of exchange, and are still used in some places today.
"Barter" is another name for this system. 9 A medium of exchange could be anything with a predetermined
value. Many different types of money are used nowadays. Money is any thing or record that is widely
accepted in a specific socio-economic setting or country as payment for goods and services and debt
repayment. Money has four major functions: it is a medium of commerce, a unit of account, a store of value,
and, in the past, a standard of postponed payment. Money can be defined as any object or secure verifiable
record that performs certain functions.

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 1.2 LITERATURE REVIEW

1. According to (Dr. Komal Gupta & G. Divya, 2022), said that the current examination rotates around the
organization quality and customer satisfaction among private and open area banks in India. The result shows
that the organizational gap is between private banks and open area banks. They said the Abstract: This
research is a comparative study on E-banking services of SBI Bank and AXIS Bank. The main objective of
this study is to identify the customer satisfaction on E-banking services of SBI Bank and AXIS Bank and
also identify the awareness on electronic banking services. The sample size of the study was 65 and primary
data collected by the questionnaire in Morbi city. In this study was applied Non probability sampling
method and used to chi-square test. So, the result shows customers of SBI and AXIS Bank are satisfied with
E-banking services.

2. According to (Spoorthi H & Dr Basavaraj C S, 2022), this study makes a comparison of E-banking
service quality between public and private sector banks. For this research, a structured questionnaire was
randomly distributed and chosen sample is 628 respondents from Kalaburagi City. In this research statistical
tools used are the Chi-square test, independent test, and paired test. They show results Private sector banks
are providing better E-services than public sector banks.

3. Effect of IT based services on customer satisfaction in banking industry: Sachin Mittal and Rajnish
Jain (2010) In this research paper is basically a literature review of banking industry and effect of IT based
services on customer satisfaction. The study highlights customer satisfaction levels among young customers
in banking industry. A survey indicates the gap between customer’s expectations and perception with
respect to IT based banking services. Findings indicated need to improve the IT based services for
enhancing customer satisfaction.

4. According to (Dr.M.Surekha, 2020), this paper’s main objective was to determine the impact of e-
services quality on customer satisfaction. For this research was make a questionnaire and chosen sample was
252 customers of private banks and public banks in India. So, the result was found that e-service quality has
a significant impact on customer satisfaction in public sector banks as well as
private sector banks.

5. According to (Mr. Rahul Kumar M. Dhruv & Dr. Rajesh M. Patel, 2020), in this paper researcher has
explained various E-banking services and tried to cover overall aspect of E-banking services. For this study,
used ANOVA and Wilcoxon test on the basis of primary data collected from the North Gujarat through the
structured questionnaire. So, the result was customers prefer the E-banking services of private sector banks
more when compared with public sector banks.
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6.Customer Perspective on E-Business Value: Case Study on Internet Banking, Safeena, Rehmath
(2010), In this research paper she has determined the consumer’s perspective on internet banking adoption.
Though customer acceptance is a key driver determining the rate of change in the financial sector. This
study aims at examining the impact of perceived usefulness, perceived ease of use, consumer awareness on
internet banking and perceived risk on the acceptance of internet banking by the consumers. The result of
this study concludes that majority of customers are accepting online banking because of many favorable
factors. Analysis concluded that usefulness, ease of use of the system awareness about online banking and
risks related to it are main perusing factors to accept online banking system. These factors have a strong and
positive effect on customers to accept online banking system.
7. According to (Viral Bhatt & Bhoomi Mehta, 2020), this study identified factors influencing the overall
service quality of online banking. For this research, the sample size was 1014 users and analyzed
independent factors like, assistance, competence, and ease of use, connectivity, tangibility, security, and
accessibility. To more effective the model and compare the public and private banks, the multiple regression
analysis was applied.

8. According to (Rambabu Lavuri, 2018), this study was on customer perception of E-banking services
towards public and private banks. The data was collected through the questionnaire. The sample size was
169 respondents from the public and private sector banks customers of Hyderabad city and analyzed to
independent sample t-test by using SPSS 20.0 Version. So, result was no significant difference between
public and private banks with respect all dimensions of E-banking services.

9. According to (C.Mathuraj & Dr.T.Gayathri, 2017), this paper showed the comparative study between
nationalized and private banks in E-banking in Din Digul cities and identified the how much E-banking
adoption in different banks in Din Digul cities. The sample size was not ensuring representative and
conclusive finding and statistical tool used percentage analysis. Finally, result was that most of the
respondents satisfied from private banks.

10. According to (Prof. (Dr.) Dinesh C. Agrawal & Sakshi Chauhan, 2017), they represented find the
consumer satisfaction in E-banking and perception of employees for using E-banking in public and private
sectors banks and referenced by SBI and HDFC bank. For this study, sample size was 50 and collected data
through the questionnaire. So, the result was that the people are more satisfied from the private banks due to
give their better services.

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 1.3 OBJECTIVES OF THE STUDY

The objective of the study is to examine and analyse :-

 To study public sector banks v/s private sector banks from the e-banking perspective of SBI and Axis
Bank.
 To assess the customers’ satisfaction level with the current banking facilities.
 To find the most important factor that is inducing people towards e-banking.
 To understand the benefits e-banking as compared to traditional banking, in terms of cost, efficiency,
time, secrecy, quality of service and complaint resolution, from both the customers’ and the
employees’ perspective.
 To investigate whether e-banking is cost effective for customers using private bank’s or government
bank’s e-banking services or not.

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 1.4 RESEARCH METHODOLOGY

 To investigate the elements that influence customer perceptions for using e-banking services of SBI
and Axis Bank.
 To locate the widely used e-banking services of bank.
 To investigate the link between the e-banking services provided by SBI and Axis Bank.

Data Collection and Analysis

The information was gathered from both primary and secondary sources.

 Primary data is information acquired by the customers who use e-banking services of SBI and Axis
Bank etc. via a questionnaire based on their attitudes and views.
 Secondary data contains information obtained from websites, newspapers, magazines about various
apps, the condition of the industry and so on.

Sample Size

The total sample size was 50 respondents, out of which a major portion was Gen Z i.e., people of the age
group 18 – 25 years.

Analysis and Interpretation

Customers’ socioeconomic traits were investigated in order to better understand their behaviour when it
came to using e-banking services. These are important factors since these determine the consumption pattern
and customer behaviour when it comes to these applications.

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 1.5 LIMITATIONS OF THE STUDY

The limitations of the study are as follows:-

 Could not travel to the poor and ask them personally about such study.
 This study is based on the respondent’s satisfaction, but it may change with time and need.
 The data collected from the secondary sources might not be the latest one due to the lack of data
availability.
 I have not used the modern statistical tools to analyse the data.
 Not many age groups use online shopping applications or websites so data analysis may be analysed
for a specific age group.

 This study is based on only 50 respondents which cannot judge the response of the entire population

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 1.6 CHAPTER PLANNING

CHAPTER 1: INTRODUCTION

CHAPTER 2: CONCEPTUAL FRAMEWORK

CHAPTER 3:PRESENTATION, ANALYSIS & FINDING

CHAPTER 4: CONCLUSION & RECOMMENDATION

BIBLIOGRAPHY

ANNEXURE (QUESTIONNAIRE)

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 CHAPTER 2

CONCEPTUAL FRAMEWORK,

NATIONAL AND GLOBAL SCENARIO

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 2.1 E-BANKING SERVICES

2.1.1 OVERVIEW

E-banking is a blanket term used to indicate a process through which a customer is allowed to
carry out, personal or commercial banking transactions using electronic and telecommunication

network. It is a product offered by banks which facilitates online banking, with the help of
which the customer can have access to the bank account in just one click. E-banking covers
facilities such as – fund transfer, checking account statements, utility bill payments, opening of
bank account, locating nearest ATM, obtain information on financial products and services,
applying for loans, etc. using a personal computer, smartphone, laptop or personal digital
assistant.

In simple words, e-banking refers to a banking arrangement, with which the customer can
perform various transactions over the internet, which is end-to-end encrypted, i.e. it is
completely safe and secure. E-banking promotes paperless/cashless transactions. It comes with a
number of rights, responsibilities and fees as well. The range of services covered under E-
banking are:

 Internet Banking
 Mobile Banking
 ATM
 Debit Card
 Credit Card
 Point of Sale (POS)

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 Electronic Data Interchange (EDI)
 Electronic Fund Transfer (EFT)

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 2.1.2 HISTORY OF E-BANKING SERVICES

Electronic banking, commonly known as e-banking or online banking, refers to the provision of banking
services through electronic channels, primarily the internet. The history of e-banking can be traced back to
the early 1980s when banks started to use computer networks to automate certain banking tasks. Here's a
brief overview of the history of e-banking services:

1. Development of Telecommunication Networks (1970s-1980s):- In the 1970s, the foundation for electronic
banking was laid with the development of telecommunication networks, such as SWIFT (Society for
Worldwide Interbank Financial Telecommunication), which facilitated secure communication between
banks. As computer networks improved, banks began to explore the potential of using electronic systems to
streamline their operations.

2. Introduction of ATMs (Automated Teller Machines) (1960s-1970s):- The first automated teller machine
(ATM) was introduced in the late 1960s, allowing customers to perform basic transactions without visiting a
bank branch. ATMs gradually became more widespread during the 1970s, providing customers with
convenient access to their accounts outside of banking hours.

3. Home Banking and PC-Based Systems (1980s-1990s): - In the 1980s, banks started offering home
banking services, allowing customers to access their accounts and perform transactions using personal

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computers (PCs) and dial-up modems. Initially, home banking required proprietary software provided by
banks, but as the internet gained popularity, banks began to adopt internet-based systems for customer
access.

4. Emergence of Online Banking (1990s):- The advent of the World Wide Web in the 1990s revolutionized
electronic banking, leading to the emergence of online banking. Banks started offering web-based platforms
that allowed customers to access their accounts, view transaction history, transfer funds, pay bills, and
perform other banking tasks online. Security measures, such as encryption and user authentication, were
implemented to ensure the safety of customer information.

5. Mobile Banking (2000s-Present):- The proliferation of smartphones and mobile internet connectivity in
the 2000s brought about the next major evolution in e-banking: mobile banking. Banks developed dedicated
mobile applications that enabled customers to perform banking transactions directly from their smartphones
or tablets. Mobile banking offers features like mobile check deposits, person-to-person payments, and real-
time transaction notifications.

6. Advancements in Technology and Services (Present):- E-banking has continued to evolve with
advancements in technology, such as biometric authentication (fingerprint or facial recognition) and
artificial intelligence. New services and features have been introduced, including chatbots for customer
support, digital wallets, and integration with third-party apps for seamless financial management. Today, e-
banking has become an integral part of the banking industry, providing customers with convenient, secure,
and accessible banking services from anywhere at any time.

These advancements have transformed e-banking into a comprehensive suite of services, revolutionizing
how individuals and businesses interact with their financial institutions. The future of e-banking holds
exciting possibilities, including further integration of emerging technologies and continued focus on user
experience and convenience. The history of e-banking services can be traced back to the early days of
computer technology and the development of the internet. Here is a timeline highlighting the key milestones
in the evolution of e-banking:

1. 1960s-1970s: The foundation of e-banking was laid during this period with the introduction of mainframe
computers. Banks started using these computers for batch processing and maintaining customer accounts.

2. 1980s: The rise of personal computers (PCs) led to the development of early banking software. Banks
began offering basic electronic services such as online account balance inquiries and transaction history.

3. 1990s: The internet became more accessible to the public, and banks started to explore its potential for
providing services. In 1994, Stanford Federal Credit Union became the first financial institution to offer
online banking to its members. However, at this stage, access was limited to basic tasks like account balance
checks and fund transfers.

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4. Late 1990s: With the advancement of internet technology, online banking services expanded. Banks
started offering more features, including bill payments, online statements, and fund transfers between
accounts. Security measures like encryption and secure sockets layer (SSL) were implemented to protect
customer data.

5. Early 2000s: Online banking gained popularity as more people adopted internet usage. Banks continued to
enhance their e-banking platforms by introducing features like electronic fund transfers, credit card
management, and online loan applications.

6. Mid-2000s: Mobile phones began to evolve into powerful devices, leading to the emergence of mobile
banking. Initially, basic text-based services were provided, allowing customers to receive account alerts and
check balances via SMS. Later, mobile banking apps were introduced, offering a more interactive and
convenient banking experience.

7. 2010s: E-banking services expanded further, with advancements in technology and the increasing
popularity of smartphones. Banks invested in user-friendly interfaces and introduced features like mobile
check deposits, person-to-person payments, and real-time transaction notifications.

8. Present day: E-banking services have become an integral part of the banking industry. Customers can
access their accounts, transfer funds, pay bills, apply for loans, and manage investments from their
computers or mobile devices. The focus is now on providing seamless and secure experiences through
advancements such as biometric authentication, AI-powered chatbots for customer support, and integration
with third-party financial apps.

Overall, the history of e-banking services reflects the continuous evolution of technology and the changing
needs and expectations of customers. As technology continues to advance, it is likely that e-banking will
further expand and incorporate innovative features to enhance customer convenience and security.

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 2.1.3 FEATURES OF E-BANKING SERVICES

With Internet banking services, you can conduct an array of banking transactions. The prominent ones are as
under.
 Check Account Balances & Statements: You can log into the internet banking account to check your
account balance at any time. You can check for recent transactions or download statements from
years ago.

 24x7 Fund Transfer: You can transfer money within the same or different banks through internet
banking via facilities like RTGS, IMPS, NEFT, and UPI. You can also initiate overseas fund
transfers.

 Bill Payments & Recharge: You can pay various utility bills like electricity, landline, gas, property
tax, etc., and set up standing instructions for automatic payments. You may also recharge your DTH
and mobile phone connection, pay credit card bills and loan EMIs conveniently.

 Open deposit accounts: Banks also allow you to open fixed and recurring deposits through the
internet banking platform. You can choose your preferred type of term deposit and tenure, and earn
higher interest rates than those provided on your savings account.

 Apply for Loans: You can apply for personal loans, home loans, and auto loans through the net
banking portal. You can also access all the necessary information about the loan before sending your
loan application.

 Make Investments: Whether you wish to invest in mutual funds, bonds, shares, or other market
products, you can do so through internet banking. You can also link your bank account to your
investment accounts for instant credit and debit of funds.

 Security: Banks take various measures to ensure you enjoy a secure internet banking experience.
Security features of internet banking systems include multi-factor authentication, virtual keyboard,
spending limits and session timeouts. You also receive SMA and email alerts when you log into the
internet banking platform to ensure your account is secured from fraudulent activities.

 File Tax Returns: Some banks also allow you to file your income tax returns on their internet
banking platform. All you need to do is log in, select the income tax e-filing option and file your
taxes.

Final Note: The above-mentioned features of internet banking indicate that it is an incredibly convenient
facility. However, you require a stable internet connection to enjoy uninterrupted services. Internet banking
reduces your dependence on your bank branch, saves time, and allows you to conduct most transactions
remotely and securely.

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[22]
 2.1.4 ADVANTAGES OF E-BANKING SERVICES

The advantages of e-banking services are as follows:-

o Convenience: E-banking makes it very easy for users to do different financial activities. People don't
need to go to the bank to access their bank accounts; they can do it at any time while sitting in their
homes. Finding time in a busy schedule to go to the bank to check on account balances, interest rates,
successful money transfers, and other updates might take a lot of work. For the convenience of its
customers, banking systems have created virtual banking systems that may be accessed from any
location and at any time. There are several reasons why a banking holiday prevents the transfer of
your money. By offering services around-the-clock, 365 days a year, online banking systems have
made things easier. It resolves issues that customers faced with the previous banking system. There
is no need to stand in line for money transactions or deportations.
o Faster Service: People don't have to wait in line to pay their bills or transfer money thanks to this
system, which offers quick service. Instant money transfers between accounts are possible with
internet payment options.
o Higher Interest Rate: Online banking services offer their users higher interest rates. It has decreased
the operational costs of banks, enabling them to provide better interest rates on consumer deposits.
o Service Quality: Internet banking has raised the level of client service. Using online banking to make
payments is quick, secure, and effortless. Using e-banking apps, customers may keep track of all
account-related transactions.
o 24*7 Facility: Customers have access to e-banking services around-the-clock, seven days a week, 24
hours a day. Customers can access banking services and products at any time, from any location.
o Liquidity: It gives customers access to more readily available finances. They can conveniently
withdraw cash from ATMs at any time and from any location.
o Discounts: The ability to take advantage of numerous discounts is another significant benefit of using
online banking services. People benefit from several discount programs in stores that accept credit or
debit cards.
o Transfer assistance: The virtual banking system makes it simple to transfer money 365 days a year.
You don't have to limit yourself to carrying out transactions during business hours; you have 24
hours to do as you choose.
o Surveillance service: Customers have access to an updated passbook at any time to manage their
financial plans and keep track of their transactions.
o Paying bills online: Because it offers a feature to pay any sort of bill, including energy, water supply,
telephone, and other services, you don't need to stand in line to pay your bills.
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 2.1.5 DISADVANTAGES OF E-BANKING SERVICES

The disadvantages of e-banking services are as follows:-

o Security problems: Online hackers' hacking of e-banking systems has led to several security
problems. Customers could suffer significant financial loss if they lose their login information when
making payments.
o High Start-Up Cost: It costs a lot to set up different computers, software, hardware, a modem, and an
internet network. Banking businesses must make significant investments to launch online banking
services.
o Lack of Direct Interaction Between Clients and Banks: Direct communication between customers
and banks is one barrier to internet banking. Customers communicate with banks online through their
websites. Customers can occasionally not address their problems by contacting the bank virtually.
o Transaction issues: Banking servers frequently go down, which causes transactions to fail. Online
payment issues that customers encounter are inconvenient.
o Training and development: Banks must teach their employees so that they can better serve clients
online. For keeping skilled and trained workers, significant investment is needed.
o Long process to use e-banking: In certain nations, government banks offer online banking through
the completion of an application, which is then approved before allowing access to a security
password to log in. To properly log in, one must download the relevant banking app and fill out all
required fields (Sharma, 2016).
o Challenging for beginners: It will be difficult for novices to understand e-banking; they may find it
difficult. Because they are worried about losing money, customers are typically reluctant to explore
all of the features and alternatives offered on the website or app. If prompt assistance is not provided,
new clients typically give up and switch back to traditional banking.
o No Cash Deposit Platform: There is no platform for cash deposits in e-banking services. This
suggests that e-banking customers must visit their local bank branches or automated teller machine
locations to deposit cash instead of using the platform (whether they need instant services or not).

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 2.2 NATIONAL SCENARIO

The national scenario of e-banking services in India has experienced significant growth and transformation
in recent years. With the rapid expansion of the internet and mobile technology, e-banking has emerged as a
popular and convenient way for individuals and businesses to conduct financial transactions. One of the key
factors driving the growth of e-banking services in India is the government's push towards a digital
economy. Initiatives such as Digital India and the demonetization drive in 2016 have encouraged people to
adopt electronic modes of payment and banking. This has led to a surge in the number of individuals using
e-banking services, especially through mobile applications and online platforms.

The rise of smartphones and the increasing accessibility of the internet have played a crucial role in
expanding e-banking services across the country. Mobile banking applications provided by banks have
become an integral part of the financial landscape, allowing users to perform various banking activities,
including fund transfers, bill payments, balance inquiries, and even applying for loans or investments, all
from the convenience of their mobile devices. Moreover, the introduction of the Unified Payments Interface
(UPI) has revolutionized the e-banking ecosystem in India. UPI enables instant and seamless fund transfers
between bank accounts using smartphones, making it extremely convenient for users to send and receive
money. UPI has gained tremendous popularity and has been widely adopted by individuals, merchants, and
businesses, further driving the growth of e-banking services. In addition to traditional banks, various non-
banking financial institutions and fintech startups have also entered the e-banking space, offering innovative
and user-friendly services. These players have introduced digital wallets, prepaid cards, and other payment
solutions, providing users with a wide range of options for their financial needs. However, while the e-
banking sector in India has witnessed significant progress, there are still challenges that need to be
addressed. One major concern is the issue of cybersecurity and the protection of user data. As e-banking
transactions involve sensitive financial information, ensuring robust security measures and promoting
awareness among users is crucial to build trust in the system.

Few points on e-banking services in India:

 Financial inclusion
 Government Initiatives
 Cashless Economy
 Mobile wallets
 Regulatory framework
 Growth of digital lending
 Education and awareness
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In conclusion, the national scenario of e-banking services in India is witnessing a rapid growth fueled by
government initiatives, technological advancements, and changing consumer preferences. As more and more
people embrace digital transactions, the e-banking sector is expected to continue evolving and expanding,
contributing to the country's journey towards a cashless economy. Overall, the national scenario of e-
banking services in India is marked by significant progress and opportunities. The government's initiatives,
technological advancements, and the changing preferences of consumers have propelled the growth of e-
banking, fostering financial inclusion and driving the country towards a digital and cashless economy.

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 2.3 GLOBAL SCENARIO

The global scenario of e-banking services has witnessed remarkable growth and transformation in recent
years, driven by advancements in technology and changing consumer preferences. E-banking, also known as
online banking or digital banking, has become increasingly popular worldwide as people seek convenient
and accessible ways to manage their finances. One of the key factors contributing to the global expansion of
e-banking services is the widespread availability of internet connectivity and mobile devices. With the
proliferation of smartphones and increasing internet penetration, individuals across the globe can now access
banking services anytime and anywhere, eliminating the need for physical visits to bank branches.
Furthermore, the COVID-19 pandemic has accelerated the adoption of e-banking services. Lockdowns and
social distancing measures imposed by governments worldwide have limited physical interactions, making
digital banking an essential means for individuals and businesses to conduct financial transactions securely.
The rise of fintech companies and tech-savvy startups has also played a significant role in shaping the global
e-banking landscape. These innovative players have introduced user-friendly interfaces, personalized
financial management tools, and seamless payment solutions, challenging traditional banking institutions
and driving the digital transformation of the industry.

Additionally, regulatory frameworks and government initiatives have been instrumental in fostering the
growth of e-banking services globally. Many countries have implemented regulations to ensure the security
and privacy of online transactions, promote financial inclusion, and foster competition in the digital banking
sector. With e-banking services, individuals can perform a wide range of activities, including account
management, fund transfers, bill payments, loan applications, and investment management. Features such as
mobile banking apps, digital wallets, and payment gateways have made financial transactions more
convenient and efficient for consumers and businesses alike. However, along with the numerous benefits,
there are challenges that come with the global expansion of e-banking services. Cybersecurity threats, data
breaches, and identity theft pose risks to the safety of online transactions. Robust security measures,
encryption technologies, and customer awareness initiatives are vital to building trust and ensuring the
integrity of e-banking systems.

Few points on e-banking services globally: -

 International remittances
 Open bank and API integration
 Personalized services and AI
 Blockchain and cryptocurrencies
 Financial inclusion and emerging markets
[27]
  Regulatory challenges and compliance
 Collaboration between banks and fintech

In conclusion, the global scenario of e-banking services has witnessed remarkable growth, driven by
technological advancements, changing consumer behavior, and regulatory support. As digital transformation
continues to reshape the financial industry, e-banking services are likely to become even more prevalent,
offering individuals and businesses around the world convenient, efficient, and secure ways to manage their
financial transactions.In summary, the global scenario of e-banking services is characterized by rapid
innovation, technological advancements, and regulatory developments. E-banking has transformed the way
individuals and businesses manage their finances, offering convenience, accessibility, and a wide range of
services. As the digital landscape continues to evolve, e-banking is expected to play an increasingly
prominent role in shaping the future of the financial industry.

[28]
 CHAPTER 3

PRESENTATION, ANALYSIS AND FINDING

[29]
 3.1 PRESENTATION OF DATA

COMPANY PROFILE

STATE BANK OF INDIA (SBI)

The State Bank of India (SBI) is a leading financial institution and the largest public sector bank in India.
Established in 1955, SBI has a rich history and a strong presence in the country's banking sector. With its
headquarters in Mumbai, SBI operates a vast network of branches and ATMs across India and has a
significant global footprint. SBI offers a wide range of banking and financial services to individuals,
businesses, and corporates. Its services encompass retail banking, corporate banking, treasury operations,
wealth management, investment banking, insurance, and more. SBI serves diverse customer segments,
catering to the banking needs of individuals, small and medium-sized enterprises (SMEs), large
corporations, and government entities. As a government-owned bank, SBI plays a vital role in promoting
financial inclusion and supporting economic development initiatives in India. It offers various schemes and
programs to facilitate banking services for the underprivileged and underserved sections of society. SBI's
initiatives focus on areas such as rural banking, microfinance, agricultural loans, and low-cost banking
solutions to make financial services accessible to all.

SBI has been at the forefront of embracing digital transformation and leveraging technology to enhance
customer experience. It provides robust online and mobile banking platforms, enabling customers to
conveniently access and manage their accounts, make transactions, pay bills, and avail themselves of various
banking services from anywhere, anytime. The bank has a strong commitment to customer service and
strives to maintain the highest standards of professionalism and integrity. It has earned a reputation for trust,
stability, and reliability in the banking industry, attracting a large customer base and building long-term
[30]
relationships with its stakeholders. In addition to its core banking services, SBI has diversified its operations
by establishing subsidiaries in areas such as mutual funds, life insurance, general insurance, and asset
management. These subsidiaries contribute to the overall growth and profitability of the SBI Group and
provide customers with a comprehensive range of financial solutions. Overall, SBI's extensive branch
network, comprehensive product offerings, commitment to financial inclusion, and focus on technological
innovation have positioned it as a dominant player in the Indian banking industry. With its customer-centric
approach and strong financial expertise, SBI continues to be a trusted and preferred banking partner for
millions of individuals and businesses in India and abroad.

Here are a few additional points about SBI's company profile:

1. International Presence: SBI has a significant global presence, with branches and representative offices
in multiple countries. It has expanded its operations globally, catering to the banking needs of Non-Resident
Indians (NRIs) and facilitating international trade and remittances.

2. Merger and Consolidation: SBI has undergone several mergers and consolidations over the years to
strengthen its position in the Indian banking sector. Notably, in 2017, SBI merged with its associate banks,
becoming a larger entity with increased scale, wider reach, and improved operational efficiencies.

3. Financial Performance: SBI has consistently demonstrated robust financial performance. It has
maintained a strong capital base, healthy asset quality, and sustainable profitability. SBI's financial stability
and prudent risk management practices have contributed to its resilience and resilience in the face of
economic challenges.

4. Social Initiatives: SBI actively engages in various corporate social responsibility (CSR) initiatives,
focusing on areas such as education, healthcare, environmental sustainability, and community development.
It strives to make a positive impact on society and contribute to the overall welfare of the communities it
serves.

5. Recognition and Awards: SBI has received numerous accolades and awards for its excellence in banking
and financial services. It has been recognized for its customer-centric approach, technological innovation,
corporate governance practices, and contribution to the banking industry in India and globally.

6. Collaborations and Partnerships: SBI has entered into strategic collaborations and partnerships with
international banks, financial institutions, and technology companies. These alliances aim to foster
knowledge sharing, leverage synergies, and enhance the quality and scope of services provided to
customers.

7. Leadership and Governance: SBI is led by a competent management team and a board of directors with
extensive experience in the banking and financial sectors. The bank follows sound corporate governance
practices and adheres to regulatory guidelines, ensuring transparency and accountability in its operations.

[31]
8. Continuous Innovation: SBI prioritizes innovation to stay ahead in the rapidly evolving banking
landscape. It invests in research and development, explores emerging technologies, and embraces
digitization to offer cutting-edge products and services that meet the evolving needs of its customers.

SBI's company profile showcases its stature as a premier financial institution in India and its commitment to
delivering comprehensive banking solutions, fostering financial inclusion, and contributing to the socio-
economic development of the country.

[32]
 AXIS BANK

Axis Bank is a leading private sector bank in India, offering a wide range of financial services to individuals,
corporates, and institutions. Established in 1993, Axis Bank has emerged as a prominent player in the Indian
banking sector, known for its customer-centric approach, innovative products, and efficient service delivery.
Headquartered in Mumbai, Axis Bank operates through a vast network of branches and ATMs across the
country, providing a comprehensive suite of banking and financial solutions. Its offerings include retail
banking, corporate banking, treasury operations, asset management, investment banking, insurance, and
more. Axis Bank caters to diverse customer segments, serving the banking needs of retail customers, SMEs,
large corporations, and government entities. Axis Bank has been at the forefront of leveraging technology to
enhance customer experience and convenience. It has robust online and mobile banking platforms that
enable customers to access and manage their accounts, make transactions, pay bills, and avail themselves of
various banking services seamlessly. The bank's focus on digital innovation has resulted in user-friendly
interfaces, personalized offerings, and efficient processes. The bank is committed to financial inclusion and
reaching out to underserved segments of society. It has launched several initiatives and products to promote
financial literacy, provide banking services to rural areas, and facilitate inclusive growth. Axis Bank has
made significant strides in expanding its presence in semi-urban and rural regions, contributing to the
government's objective of financial inclusion.

Axis Bank's performance has been consistently strong, reflecting its sound financial management practices
and customer-centric approach. It has maintained a healthy asset quality, capital adequacy, and sustainable
profitability. The bank's commitment to risk management, compliance, and governance has earned it
recognition and accolades in the banking industry. In addition to its core banking services, Axis Bank has
diversified its operations by establishing subsidiaries in areas such as insurance, asset management, and

[33]
securities. These subsidiaries enhance the bank's offerings and provide customers with a comprehensive
range of financial solutions under one roof. Axis Bank's commitment to corporate social responsibility
(CSR) is reflected in its initiatives focused on education, healthcare, skill development, and environmental
sustainability. The bank actively contributes to the welfare of communities and strives to make a positive
impact on society. With its strong leadership, customer-centric approach, technological advancements, and
commitment to social responsibility, Axis Bank continues to be a trusted and preferred banking partner for
millions of customers in India. Its company profile reflects a solid financial institution with a focus on
innovation, growth, and creating value for its stakeholders.

Here are a few additional points about Axis Bank's company profile:

1. International Operations: Axis Bank has expanded its presence beyond India, establishing international
branches, subsidiaries, and representative offices. It caters to the banking needs of Non-Resident Indians
(NRIs) and offers a range of services to support international trade and remittances.

2. Corporate and Institutional Banking: Axis Bank is known for its strong corporate and institutional
banking services. It serves a wide range of clients, including large corporates, small and medium-sized
enterprises (SMEs), government entities, and financial institutions. Axis Bank provides working capital
financing, cash management solutions, trade finance, and customized banking services to support the growth
and financial requirements of businesses.

3. Investment Banking and Capital Markets: Axis Bank has a dedicated investment banking division that
offers a comprehensive suite of services, including mergers and acquisitions, equity and debt capital
markets, project advisory, and structured finance solutions. The bank's expertise in investment banking
caters to the diverse needs of corporates and institutions seeking capital raising and strategic advisory
services.

4. Wealth Management and Private Banking: Axis Bank provides wealth management and private
banking services to high-net-worth individuals (HNIs) and affluent clients. It offers personalized investment
advisory, portfolio management, estate planning, and other wealth management solutions to help clients
achieve their financial goals.

5. Technology and Innovation: Axis Bank has embraced technology and innovation to enhance its product
offerings and improve customer experience. It leverages advanced analytics, artificial intelligence (AI), and
machine learning (ML) to develop customer-centric solutions, automate processes, and ensure seamless
banking services.

6. Awards and Recognitions: Axis Bank has been consistently recognized for its excellence in various
areas of banking and finance. It has received awards for its customer service, technological innovation, risk
management practices, and corporate governance. These accolades reinforce Axis Bank's position as a
trusted and respected financial institution.

[34]
7. Collaborations and Partnerships: Axis Bank collaborates with strategic partners, including fintech
companies, technology providers, and other financial institutions, to drive innovation and enhance its
product and service offerings. These partnerships enable Axis Bank to leverage external expertise, explore
emerging technologies, and deliver value-added solutions to its customers.

8. Sustainability and Environment, Social, and Governance (ESG) Initiatives: Axis Bank is committed
to sustainability and ESG principles. It focuses on responsible banking practices, green financing, and
environmental conservation. The bank actively participates in social initiatives, promoting education,
healthcare, skill development, and community development programs.

Axis Bank's company profile reflects its position as a leading private sector bank in India with a strong focus
on customer service, innovation, and responsible banking. Through its comprehensive range of banking and
financial solutions, Axis Bank continues to play a significant role in shaping India's financial landscape and
supporting the growth and development of its customers and the economy as a whole.

[35]
 3.2 ANALYSIS

Q) Gender:

GENDER CATEGORY FREQUENCY PERCENTAGE

Male 17 34%
Female 33 66%
Prefer not to say - -

34%

66%

Male Female Prefer not to say

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 34%
respondents are male and rest 66% respondents are female. The frequency of female respondents are more
as I shared the form in majority of college groups having huge no of femlaes and also to family groups.

[36]
Q) Age bracket:

AGE BRACKET SELECTION FREQUENCY PERCENTAGE

18-25 44 88%
26-35 6 12%
36-45 - -
46-55 - -
55 and above - -

88%
90%

80%

70%

60%
18-25
26-35
50%
36-45
46-55
40% 55 and above

30%

20% 12%

10%
0 0 0

0%
1

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 88%
respondents are from age group 18-25 years and rest 12% respondents from 26-35 years age group, this
means the survey form wasn’t reached out to people of other age groups.

[37]
Q) Occupation:

CURRENT OCCUPATION FREQUENCY PERCENTAGE

Student 41 82%
Employed (Private sector) 1 2%
Employed (Government sector) 7 14%
Self-employed 1 2%
Retired - -
Other - -

1; 0

0 0.02 0.04 0.06 0.08 0.1 0.12 0.14 0.16

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 82%
respondents are students, 2% respondents are private sector employees, 14% respondents are government
sector employees and rest 2% respondents are self-employed.

[38]
Q) Which bank's e-banking services do you currently use?

PREFERENCE OF E-BANKING SERVICES FREQUENCY PERCENTAGE

SBI 15 30%
Axis Bank 7 14%
Other 22 44%
I don't use e-banking services 6 12%

45%

40%

35%

30%

25%

20%

15%

10%

5%

0%
SBI
Axis Bank
Other
I don't use e-banking services

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 30%
respondents use SBI e-banking services, 14% respondents prefer Axis Bank e-banking services, 44%
respondents prefer other e-banking services and rest 12% respondents do not use e-banking services.

[39]
Q) How frequently do you use e-banking services?

FREQUENCY OF USING E-BANKING SERVICES FREQUENCY PERCENTAGE

Multiple times a day 14 28%
Once a day 5 10%
2-3 times a week 13 26%
Once a week 7 14%
Less than once a week 11 22%

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 28%
respondents use e-banking services multiple times a day, 10% respondents use once a day, 26% respondents
use 2-3 times a week, 14% respondents use once in a week and rest 22% respondents use less then once a
week.

[40]
Q) How would you rate the overall user experience of SBI's e-banking services?

OVERALL EXPERIENCE OF SBI E-BANKING FREQUENCY PERCENTAGE

Excellent 10 20%
Good 8 16%
Average 10 20%
Poor 6 12%
Very poor 4 8%
Not applicable (haven't used SBI's e-banking services) 6 12%

Not applicable (haven't

used SBI's e-banking
services)
14%
Excellent
23%

Very poor
9%

Poor
14%
Good
18%

Average
23%

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 20%
respondents had an excellent experience of SBI e-banking services, 16% respondents had good experience,
20% respondents had average experience, 12% had a poor experience, 8% respondents had very poor
experience and rest 12% respondents have not used SBI e-banking services yet.

[41]
Q) How would you rate the overall user experience of Axis Bank's e-banking services?

OVERALL EXPERIENCE OF AXIS BANK E-BANKING FREQUENCY PERCENTAGE

Excellent 10 20%
Good 10 20%
Average 9 18%
Poor 9 18%
Very poor 3 6%
Not applicable (haven't used Axis Bank's e-banking services) 9 18%

Very poor

Excellent

Poor

Good

Average

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 20%
respondents had excellent experience in using Axis Bank’s e-banking services, 20% respondents had good
experience, 18% respondents had average experience, another 18% respondents had poor experience, 6%
respondents had very poor experience and rest 18% respondents have not use e-banking services of axis
Bank yet.

[42]
Q) Which bank's e-banking services do you find more user-friendly?

USER FRIENDLY E-BANKING SERVICES FREQUENCY PERCENTAGE

SBI 9 18%
Axis Bank 16 32%
Both are equally user-friendly 23 46%
None of them are user-friendly 2 4%

50%

46%
45%

40%

35%
32%

30%
SBI
Axis Bank
25%
Both are equally user-friendly
None of them are user-friendly
20%
18%

15%

10%

5% 4%

0%

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 18%

respondents think SBI provides user friendly e-banking services, 32% respondents think
Axis Bank provides user friendly e-banking services, 46% respondents think both are
equallyuser friendly and rest 4% respondents think none of them are user- friendly.

[43]
Q) Which bank's e-banking services do you consider more secure?

SECURE E-BANKING SERVICE CHOICE FREQUENCY PERCENTAGE

SBI 15 30%
Axis Bank 14 28%
Both are equally secure 19 38%
None of them are secure 2 4%

40%
38%

35%

30%
30%
28%

25%

SBI
20% Axis Bank
Both are equally secure
None of them are secure

15%

10%

5% 4%

0%
1

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 30%
respondents think SBI is secure e-banking services, 28% respondents think Axis Bank is more secure, 38%
respondents think both are equally secure and rest 4% respondents think none of them are secure.

[44]
Q) How would you rate the customer support provided by SBI's e-banking services?

RATING CUSTOMER SUPPORT OF SBI FREQUENCY PERCENTAGE

Excellent 9 18%
Very Good 4 8%
Good 15 30%
Fair 9 18%
Poor 1 2%
Not applicable (haven't used SBI's e-banking services) 12 24%

Not applicable Excellent

(haven't used SBI's
e-banking services)

Very Good

Poor

Fair

Good

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 18%
respondents rate customer support of SBI excellent, 8% respondents rate very good, 30% respondents rate
good, 18% respondents rate fair, 2% respondents rate poor and rest 24% have not used SBI e-banking
services yet so they could not rate.

[45]
Q) How would you rate the customer support provided by Axis Bank's e-banking services?

RATING CUSTOMER SUPPORT OF AXIS BANK FREQUENCY PERCENTAGE

Excellent 7 14%
Very Good 9 18%
Good 13 26%
Fair 7 14%
Poor 2 4%
Not applicable (haven't used Axis Bank's e-banking services) 12 24%

Not applicable Excellent

(haven't used Axis
Bank's e-banking
services)

Very Good

Poor

Fair

Good

Interpretation: According to the survey conducted, it is observed that out of 50 respondents18%

respondents rate customer support of Axis Bank excellent, 8% respondents rate very good, 30% respondents
rate good, 18% respondents rate fair, 2% respondents rate poor and rest 24% have not used Axis Bank e-
banking services yet so they could not rate.

[46]
Q) Which bank's e-banking platform offers a better mobile banking experience?

PROVIDES BETTER MOBILE BANKING EXPERIENCE FREQUENCY PERCENTAGE

SBI 11 22%
Axis Bank 12 24%
Both are equally good 23 46%
None of them offer a good mobile banking experience 4 8%

50%

45%

40%

35%

30%

25%

20%

15%

10%

5%

0%
SBI
Axis Bank
Both are equally good
None of them offer a
good mobile banking
experience

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 22%
respondents think SBI provides better mobile banking experience, 24% respondents think Axis Bank
provides better mobile banking services, 46% respondents think both are equally good and rest 8%
respondents think none of them provide good mobile banking services.

[47]
Q) Which bank's e-banking platform provides a wider range of banking features and functionalities?

WIDER RANGE OF BANKING FEATURES AND

FREQUENCY PERCENTAGE
FUNCTIONALITIES
SBI 8 16%
Axis Bank 16 32%
Both offer similar features and functionalities 22 44%
None of them offer a wide range of features and functionalities 8 8%

8%

None of them offer a wide range of fea-

44% tures and functionalities
Both offer similar features and func-
tionalities
1
Axis Bank
32% SBI

16%

0% 5% 10% 15% 20% 25% 30% 35% 40% 45%

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 16%
respondents thinks SBI provides a wider range of banking features and functionalities, 32% respondents
think it is Axis Bank, 44% respondents think both offer similar features and functionality whereas rest 8%
respondents think none of them provides this.

[48]
Q) Which bank's e-banking platform provides a better rewards program or loyalty benefits?

WHICH PROVIDES BETTER REWARDS ? FREQUENCY PERCENTAGE

SBI 13 26%
Axis Bank 14 28%
Both offer similar rewards programs or loyalty benefits 15 30%
None of them offer a rewards program or loyalty benefits 8 16%

0.3
0.28
0.26

0.16

SBI
Axis Bank
Both offer similar rewards programs or loyalty benefits
None of them offer a rewards program or loyalty benefits

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 26%
respondents think SBI provides better rewards program or loyalty benefits, 28% respondents think it is Axis
Bank, 30% respondents think both offer similar reward programs and loyalty benefits whereas rest 16%
respondents think none of them provide the following.

[49]
Q) How satisfied are you with the ease of navigation within SBI's e-banking platform?

LEVEL OF SATISFACTION FREQUENCY PERCENTAGE

Very satisfied 8 16%
Satisfied 12 24%
Neutral 12 24%
Dissatisfied 2 4%
Very dissatisfied 2 4%
Not applicable (haven't used SBI's e-banking services) 14 28%

28%

4%

Not applicable (haven't used SBI's e-

4% banking services)
Very dissatisfied
1 Dissatisfied
24% Neutral
Satisfied
Very satisfied

24%

16%

0% 5% 10% 15% 20% 25% 30%

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 12%
respondents are very satisfied with the ease of navigation within SBI’s e-banking platform, 24% respondents
are satisfied, 36% respondents are neutral, 2% respondents are very dissatisfied and 26% respondents are not
applicable as they haven’t used SBI’s e-banking services earlier.

[50]
Q) How satisfied are you with the ease of navigation within Axis Bank's e-banking platform?

LEVEL OF SATISFACTION FREQUENCY PERCENTAGE

Very satisfied 6 12%
Satisfied 12 24%
Neutral 18 36%
Dissatisfied - -
Very dissatisfied 1 2%
Not applicable (haven't used Axis Bank's e-banking services) 13 26%

26%

2%

Not applicable (haven't used Axis Bank's

0 e-banking services)
Very dissatisfied
1 Dissatisfied
36% Neutral
Satisfied
Very satisfied
24%

12%

0% 5% 10% 15% 20% 25% 30% 35% 40%

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 12%
respondents are very satisfied with the ease of navigation within Axis Bank’s e-banking platform, 24%
respondents are satisfied, 36% respondents are neutral, 2% respondents are very dissatisfied and 26%
respondents are not applicable as they haven’t used Axis Bank’s e-banking services earlier.

[51]
Q) How likely are you to recommend SBI's e-banking services to others?

WIL YOU RECOMMEND TO OTHERS? FREQUENCY PERCENTAGE

Very likely 6 12%
Likely 11 22%
Neutral 18 36%
Unlikely - -
Very unlikely 2 4%
Not applicable (haven't used SBI's e-banking services) 13 26%

40%

35%

30%

25%

20%

15%

10%

5%

0%
1

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 12% would
very likely recommend SBI’s e-banking services to others, 22% respondents would likely do that, 36%
respondents are neutral, 4% respondents are very unlikely to recommend to others and rest 26% are not
applicable as they haven’t used e-banking services of SBI.

[52]
Q) How likely are you to recommend Axis Bank's e-banking services to others?

WIL YOU RECOMMEND TO OTHERS? FREQUENCY PERCENTAGE

Very likely 8 16%
Likely 12 24%
Neutral 15 30%
Unlikely - -
Very unlikely 2 4%
Not applicable (haven't used Axis Bank's e-banking services) 13 26%

35%

30%
30%

26%
25% 24%

Very likely
20% Likely
Neutral
16% Unlikely
15% Very unlikely
Not applicable (haven't used Axis Bank's
e-banking services)

10%

5% 4%

0
0%
1

Interpretation: According to the survey conducted, it is observed that out of 50 respondents 16% would
very likely recommend Axis Bank’s e-banking services to others, 24% respondents would likely do that,
30% respondents are neutral, 4% respondents are very unlikely to recommend to others and rest 26% are not
applicable as they haven’t used e-banking services of Axis Bank.

[53]
 3.3 FINDINGS

The findings of the survey are as follows:

 Majority of the respondents are females and belong to age group 18-25 years with occupation as
students and majority of the respondents use e-banking services.
 Majority of the respondents use e-banking services multiple times a day, respondents majorly use e-
banking services of SBI, finding both Axis Bank and SBI user friendly and secure.
 Respondents are satisfied by the range of services and user interface provided by both SBI and Axis
Bank, also providing good customer support in fluent manner.
 Both the banks provide better e-banking platforms as mobile banking mode, noticing better banking
features and functionalities of both the banks and better educational resources and tutorials.
 Both Axis Bank and SBI provides better rewards program or loyalty, and good accessibility options
available.
 Respondents are satisfied with ease of navigation provided by SBI and Axis Bank; SBI provides e-
banking platform with high speed and better performance.
 Most likely respondents agree to share both SBI’s and Axis Bank’s e-banking services to friends and
family.

It is observed that both SBI and Axis Bank have good e-banking services and respondents could not prove
one the top most and are claiming that both need few modifications and developments.

[54]
 CHAPTER-4

CONCLUSION AND RECOMMENDATION

[55]
 4.1 CONCLUSION

Based on the comparative study conducted on the e-banking services provided by SBI (State Bank of India)
and Axis Bank, the following conclusions have been made:

1. User Interface and Experience: Both SBI and Axis Bank offer user-friendly interfaces for their e-banking
services. However, Axis Bank's interface tends to be more intuitive and visually appealing, providing a
smoother and more engaging user experience.

2. Mobile Banking Applications: Both banks have dedicated mobile banking applications that enable
customers to access banking services on their smartphones. However, Axis Bank's mobile app stands out
with its advanced features, ease of use, and seamless integration of additional services such as bill payments
and fund transfers.

3. Internet Banking Features: SBI and Axis Bank provide a comprehensive range of internet banking
features, including account management, balance inquiries, fund transfers, bill payments, and transaction
history. However, Axis Bank offers more advanced features such as personalized financial insights,
customizable dashboards, and integrated investment options.

4. Security Measures: Both banks prioritize the security of their e-banking services. They employ multi-
factor authentication, encryption protocols, and secure browsing to protect customer information and
transactions. SBI and Axis Bank also regularly update their security measures to stay ahead of emerging
threats.

5. Customer Support: SBI and Axis Bank have dedicated customer support teams to assist customers with
any e-banking-related queries or issues. SBI offers support through various channels, including phone,
email, and chat, while Axis Bank provides a similar range of support options, including a 24/7 helpline.

In conclusion, while both SBI and Axis Bank offer e-banking services, Axis Bank demonstrates a more
advanced and customer-centric approach. Its user-friendly interface, feature-rich mobile banking app,
advanced internet banking features, and robust security measures contribute to a superior e-banking
experience. However, individual preferences and specific banking needs should also be considered when
choosing between the two banks.

[56]
 4.2 RECOMMENDATION

Based on the comparative study conducted on the e-banking services provided by SBI and Axis Bank, the
following recommendations are made:

1. SBI can enhance its user interface and experience by incorporating more intuitive design elements and
improving navigation. This will help users easily locate and access the desired banking features.

2. SBI should invest in upgrading its mobile banking application to match the advanced features and user
experience provided by Axis Bank's app. This could include features such as personalized financial insights,
integrated investment options, and seamless integration with third-party payment platforms.

3. Axis Bank should continue to prioritize the security of its e-banking services and regularly update its
security measures to address emerging threats. Additionally, promoting customer awareness about security
practices and providing educational resources can further enhance customer confidence in using e-banking
services.

4. Both banks should focus on expanding their customer support channels, ensuring prompt and efficient
resolution of customer queries or issues related to e-banking services. This could involve incorporating AI
chatbots or virtual assistants to provide instant assistance and support.

5. Both SBI and Axis Bank should consistently seek customer feedback and conduct user satisfaction
surveys to identify areas for improvement and adapt their e-banking services accordingly. Regularly
updating and enhancing the services based on customer feedback will help in meeting evolving customer
expectations.

6. Collaborative efforts between the banks and regulators can help in promoting awareness about e-banking
services and ensuring a secure and reliable environment for customers. This can involve joint initiatives to
educate customers about safe online banking practices and to address any regulatory challenges that may
arise.

Overall, by implementing these recommendations, both SBI and Axis Bank can further enhance their e-
banking services, deliver a superior customer experience, and stay competitive in the evolving digital
banking landscape.

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[58]
 BIBLIOGRAPHY

WEBSITES

 https://www.scribd.com/document/132066646/SBI-Internet-Banking-Project
 https://www.scribd.com/document/337932353/Banking-Operations-in-Axis-Bank-Project
 www.axisbank.com
 www.infinancials.com
 www.google.com

NEWSPAPERS

 The Hindu
 The Indian Express
 The Times of India
 The Economic Times

JOURNALS

 Kumbhar, V. M. (2011). Factors affecting the customer satisfaction in e-banking: some evedience
from Indian Banks. Management Research and Practice ,1-12.
 Kumbhar, V. (2012). Service quality perception and Customer Satifaction in Internet Banking
Service: a Case Study of Public Sector and Private Sector Banks. Munich Personal RePEc Archive.
 Lin, G. G. (2005). Customer Percetption of E-service quality in Online Shopping. International
Journal ofRetail and Distribution Management.
 Mahmod Jasim Alsomydai, R. O. (2012). The Factors influncing customers satsfaction and
continuity to Deal with e-banking services in Jordan. Global Journal ofManagement and Business
Research, 12 (14), 129-142.
 Nupur, J. M. (2010). E-banking and Customer Satisfaction in Bangladesh: An Analysis. International
Review ofBusiness Research Papers, 6 (4)

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 ANNEXURE (QUESTIONNAIRE)

Q) Name: ______________________________

Q) Email: ______________________________

Q) Gender:
A. Male
B. Female
C. Prefer not to say

Q) Age bracket:
A. 18-25
B. 26-35
C. 36-45
D. 46-55
E. 55 and above

Q) Occupation:
A. Student
B. Employed (Private sector)
C. Employed (Government sector)
D. Self-employed
E. Retired
F. Other
Q) Which bank's e-banking services do you currently use?
A. SBI
B. Axis Bank
C. Other
D. I don't use e-banking services

Q) How frequently do you use e-banking services?

A. Multiple times a day
B. Once a day
C. 2-3 times a week
D. Once a week
E. Less than once a week

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Q) How would you rate the overall user experience of SBI's e-banking services?
A. Excellent
B. Good
C. Average
D. Poor
E. Very poor
F. Not applicable (haven't used SBI's e-banking services)

Q) How would you rate the overall user experience of Axis Bank's e-banking services?
A. Excellent
B. Good
C. Average
D. Poor
E. Very poor
F. Not applicable (haven't used Axis Bank's e-banking services)

Q) Which bank's e-banking services do you find more user-friendly?

A. SBI
B. Axis Bank
C. Both are equally user-friendly
D. None of them are user-friendly

Q) Which bank's e-banking services do you consider more secure?

A. SBI
B. Axis Bank
C. Both are equally secure
D. None of them are secure

Q) How would you rate the customer support provided by SBI's e-banking services?
A. Excellent
B. Very good
C. Good
D. Fair
E. Poor
F. Not applicable (haven't used SBI's e-banking services)

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Q) How would you rate the customer support provided by Axis Bank's e-banking services?
A. Excellent
B. Very good
C. Good
D. Fair
E. Poor
F. Not applicable (haven't used Axis Bank's e-banking services)

Q) Which bank's e-banking platform offers a better mobile banking experience?

A. SBI
B. Axis Bank
C. Both are equally good
D. None of them offer a good mobile banking experience

Q) Which bank's e-banking platform provides a wider range of banking features and
functionalities?
A. SBI
B. Axis Bank
C. Both offer similar features and functionalities
D. None of them offer a wide range of features and functionalities

Q) Which bank's e-banking platform provides a better rewards program or loyalty benefits?
A. SBI
B. Axis Bank
C. Both offer similar rewards programs or loyalty benefits
D. None of them offer a rewards program or loyalty benefits

Q) How satisfied are you with the ease of navigation within SBI's e-banking platform?
A. Very satisfied
B. Satisfied
C. Neutral
D. Dissatisfied
E. Very dissatisfied
F. Not applicable(haven't used SBI's e-banking services)

Q) How satisfied are you with the ease of navigation within Axis Bank's e-banking platform?
A. Very satisfied
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 B. Satisfied
C. Neutral
D. Dissatisfied
E. Very dissatisfied
F. Not applicable (haven't used Axis Bank's e-banking services)

Q) How likely are you to recommend SBI's e-banking services to others?

A. Very likely
B. Likely
C. Neutral
D. Unlikely
E. Very unlikely
F. Not applicable (haven't used SBI's e-banking services)

Q) How likely are you to recommend Axis Bank's e-banking services to others?
A. Very likely
B. Likely
C. Neutral
D. Unlikely
E. Very unlikely
F. Not applicable (haven't used Axis Bank's e-banking services)

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