SUMMER INTERSHIP 2015

ORGANIZATION PROFILE

STATE BANK OF INDIA (SBI)

SBI is a multinational banking and financial services company based in India. It is biggest
bank in India in terms of assets. SBI is a government-owned corporation with its
headquarters in Mumbai, Maharashtra. The bank traces its ancestry to British India, through
the Imperial Bank of India, to the founding in 1806 of the Bank of Calcutta, making it the
oldest commercial bank in the Indian Subcontinent. Bank of Madras merged into the other
two presidencies banks—Bank of Calcutta and Bank of Bombay—to form the Imperial Bank
of India, which in turn became the State Bank of India. Government of India owned the
Imperial Bank of India in 1955, with Reserve Bank of India taking a 60% stake, and renamed
it the State Bank of India. In 2008, the government took over the stake held by the Reserve
Bank of India.

As of December 2013, it had assets of US$388 billion and 17,000 branches, including 190
foreign offices, making it the largest banking and financial services company in India by
assets. As of 28 June 2013, the bank had 180 overseas offices spread over 34 countries. It
has branches of the parent in Moscow, Colombo, Dhaka, Frankfurt, Hong
Kong, Tehran, Johannesburg, London, Los Angeles, Male in the Maldives, Muscat, Dubai,
New York, Osaka, Sydney, and Tokyo. It has offshore banking units in the Bahamas, Bahrain,
and Singapore, and representative offices in Bhutan and Cape Town. It also has an ADB in
Boston, USA. On October 7, 2013, Arundhati Bhattacharya became the first woman to be
appointed Chairperson of the bank. State Bank of India is one of the Big Four banks of India,
along with ICICI Bank, Punjab National Bank And HDFC Bank.

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VISION & VALUES

VISION

 My SBI.
 My Customer first.
 My SBI: First in customer satisfaction.

MISSION

 We will be prompt, polite and proactive with our customers.

 We will speak the language of young India.
 We will create products and services that help our customers achieve their goals.
 We will go beyond the call of duty to make our customers feel valued.
 We will be of service even in the remotest part of our country.
 We will offer excellence in services to those abroad as much as we do to those in
India.
 We will imbibe state of the art technology to drive excellence.

VALUES

 We will always be honest, transparent and ethical.

 We will respect our customers and fellow associates.
 We will be knowledge driven.
 We will learn and we will share our learning.
 We will never take the easy way out.
 We will do everything we can to contribute to the community we work in.
 We will nurture pride in India

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EVOLUTION OF SBI

The origin of the State Bank of India goes back to the first decade of the nineteenth century
with the establishment of the Bank of Calcutta in Calcutta on 2 June 1806. Three years later
the bank received its charter and was re-designed as the Bank of Bengal (2 January 1809). A
unique institution, it was the first joint-stock bank of British India sponsored by the
Government of Bengal. The Bank of Bombay (15 April 1840) and the Bank of Madras (July
1843) followed the Bank of Bengal. These three banks remained at the apex of modern
banking in India till their amalgamation as the Imperial Bank of India on 27 January 1921.
Primarily Anglo-Indian creations, the three presidency banks came into existence either as a
result of the compulsions of imperial finance or by the felt needs of local European
commerce and were not imposed from outside in an arbitrary manner to modernize India's
economy. Their evolution was, however, shaped by ideas culled from similar developments
in Europe and England, and was influenced by changes occurring in the structure of both the
local trading environment and those in the relations of the Indian economy to the economy
of Europe and the global economic framework.

ESTABLISHMENT

The establishment of the Bank of Bengal marked the advent of limited liability, joint-stock
banking in India. So was the associated innovation in banking, viz. the decision to allow the
Bank of Bengal to issue notes, which would be accepted for payment of public revenues
within a restricted geographical area. This right of note issue was very valuable not only for
the Bank of Bengal but also its two siblings, the Banks of Bombay and Madras. It meant an
accretion to the capital of the banks, a capital on which the proprietors did not have to pay
any interest. The concept of deposit banking was also an innovation because the practice of
accepting money for safekeeping (and in some cases, even investment on behalf of the
clients) by the indigenous bankers had not spread as a general habit in most parts of India.
But, for a long time, and especially upto the time that the three presidency banks had a right
of note issue, bank notes and government balances made up the bulk of the investible
resources of the banks. The three banks were governed by royal charters, which were
revised from time to time. Each charter provided for a share capital, four-fifth of which were
privately subscribed and the rest owned by the provincial government. The members of the
board of directors, which managed the affairs of each bank, were mostly proprietary
directors representing the large European managing agency houses in India. The rest were
government nominees, invariably civil servants, one of whom was elected as the president
of the board.

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BUSINESS

The business of the banks was initially confined to discounting of bills of exchange or other
negotiable private securities, keeping cash accounts and receiving deposits and issuing and
circulating cash notes. Loans were restricted to Rs. One lakh and the period of
accommodation confined to three months only. The security for such loans was public
securities, commonly called Company's Paper, bullion, treasure, plate, jewels, or goods 'not
of a perishable nature' and no interest could be charged beyond a rate of twelve per cent.
Loans against goods like opium, indigo, salt, woolens, cotton, cotton piece goods, mule twist
and silk goods were also granted but such finance by way of cash credits gained momentum
only from the third decade of the nineteenth century.

All commodities, including tea, sugar and jute, which began to be financed later, were either
pledged or hypothecated to the bank. Demand promissory notes were signed by the
borrower in favor of the guarantor, which was in turn endorsed to the bank. Lending against
shares of the banks or on the mortgage of houses, land or other real property was, however,
forbidden. Indians were the principal borrowers against deposit of Company's paper, while
the business of discounts on private as well as salary bills was almost the exclusive
monopoly of individuals Europeans and their partnership firms. But the main function of the
three banks, as far as the government was concerned, was to help the latter raise loans
from time to time and also provide a degree of stability to the prices of government
securities.

MAJOR CHANGE IN THE CONDITIONS

A major change in the conditions of operation of the Banks of Bengal, Bombay and Madras
occurred after 1860. With the passing of the Paper Currency Act of 1861, the right of note
issue of the presidency banks was abolished and the Government of India assumed from 1
March 1862 the sole power of issuing paper currency within British India. The task of
management and circulation of the new currency notes was conferred on the presidency
banks and the Government undertook to transfer the Treasury balances to the banks at
places where the banks would open branches.

None of the three banks had till then any branches (except the sole attempt and that too a
short-lived one by the Bank of Bengal at Mirzapore in 1839) although the charters had given
them such authority. But as soon as the three presidency bands were assured of the free
use of government Treasury balances at places where they would open branches, they
embarked on branch expansion at a rapid pace. By 1876, the branches, agencies and sub
agencies of the three presidency banks covered most of the major parts and many of the
inland trade centers in India. While the Bank of Bengal had eighteen branches including its

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head office, seasonal branches and sub agencies, the Banks of Bombay and Madras had
fifteen each.

PRESIDENCY BANKS ACT

The presidency Banks Act, which came into operation on 1 May 1876, brought the three
presidency banks under a common statute with similar restrictions on business. The
proprietary connection of the Government was, however, terminated, though the banks
continued to hold charge of the public debt offices in the three presidency towns, and the
custody of a part of the government balances. The Act also stipulated the creation of
Reserve Treasuries at Calcutta, Bombay and Madras into which sums above the specified
minimum balances promised to the presidency banks at only their head offices were to be
lodged. The Government could lend to the presidency banks from such Reserve Treasuries
but the latter could look upon them more as a favor than as a right. The decision of the
Government to keep the surplus balances in Reserve Treasuries outside the normal control
of the presidency banks and the connected decision not to guarantee minimum government
balances at new places where branches were to be opened effectively checked the growth
of new branches after 1876. The pace of expansion witnessed in the previous decade fell
sharply although, in the case of the Bank of Madras, it continued on a modest scale as the
profits of that bank were mainly derived from trade dispersed among a number of port
towns and inland centers of the presidency.

India witnessed rapid commercialization in the last quarter of the nineteenth century as its
railway network expanded to cover all the major regions of the country. New irrigation
networks in Madras, Punjab and Sind accelerated the process of conversion of subsistence
crops into cash crops, a portion of which found its way into the foreign markets. Tea and
coffee plantations transformed large areas of the eastern Terais, the hills of Assam and the
Nilgiris into regions of estate agriculture par excellence. All these resulted in the expansion
of India's international trade more than six-fold.

The three presidency banks were both beneficiaries and promoters of this
commercialization process as they became involved in the financing of practically every
trading, manufacturing and mining activity in the sub-continent. While the Banks of Bengal
and Bombay were engaged in the financing of large modern manufacturing industries, the
Bank of Madras went into the financing of large modern manufacturing industries, the Bank
of Madras went into the financing of small-scale industries in a way which had no parallel
elsewhere. But the three banks were rigorously excluded from any business involving
foreign exchange. Not only was such business considered risky for these banks, which held
government deposits, it was also feared that these banks enjoying government patronage
would offer unfair competition to the exchange banks which had by then arrived in India.
This exclusion continued till the creation of the Reserve Bank of India in 1935.

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PRESIDENCY BANKS OF BENGAL

The presidency Banks of Bengal, Bombay and Madras with their 70 branches were merged
in 1921 to form the Imperial Bank of India. The triad had been transformed into a monolith
and a giant among Indian commercial banks had emerged. The new bank took on the triple
role of a commercial bank, a banker's bank and a banker to the government. But this
creation was preceded by years of deliberations on the need for a 'State Bank of India'.
What eventually emerged was a 'half-way house' combining the functions of a commercial
bank and a quasi-central bank. The establishment of the Reserve Bank of India as the central
bank of the country in 1935 ended the quasi-central banking role of the Imperial Bank. The
latter ceased to be bankers to the Government of India and instead became agent of the
Reserve Bank for the transaction of government business at centres at which the central
bank was not established. But it continued to maintain currency chests and small coin
depots and operate the remittance facilities scheme for other banks and the public on terms
stipulated by the Reserve Bank. It also acted as a bankers' bank by holding their surplus cash
and granting them advances against authorized securities. The management of the bank
clearing houses also continued with it at many places where the Reserve Bank did not have
offices. The bank was also the biggest tenderer at the Treasury bill auctions conducted by
the Reserve Bank on behalf of the Government. The establishment of the Reserve Bank
simultaneously saw important amendments being made to the constitution of the Imperial
Bank converting it into a purely commercial bank. The earlier restrictions on its business
were removed and the bank was permitted to undertake foreign exchange business and
executor and trustee business for the first time.

IMPERIAL BANK

The Imperial Bank during the three and a half decades of its existence recorded an
impressive growth in terms of offices, reserves, deposits, investments and advances, the
increases in some cases amounting to more than six-fold. The financial status and security
inherited from its forerunners no doubt provided a firm and durable platform. But the lofty
traditions of banking which the Imperial Bank consistently maintained and the high standard
of integrity it observed in its operations inspired confidence in its depositors that no other
bank in India could perhaps then equal. All these enabled the Imperial Bank to acquire a
pre-eminent position in the Indian banking industry and also secure a vital place in the
country's economic life. When India attained freedom, the Imperial Bank had a capital base
(including reserves) of Rs.11.85 crores, deposits and advances of Rs.275.14 crores and
Rs.72.94 crores respectively and a network of 172 branches and more than 200 sub offices
extending all over the country.

First Five Year Plan In 1951, when the First Five Year Plan was launched, the development of
rural India was given the highest priority. The commercial banks of the country including the

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Imperial Bank of India had till then confined their operations to the urban sector and were
not equipped to respond to the emergent needs of economic regeneration of the rural
areas. In order, therefore, to serve the economy in general and the rural sector in particular,
the All India Rural Credit Survey Committee recommended the creation of a state-partnered
and state-sponsored bank by taking over the Imperial Bank of India, and integrating with it,
the former state-owned or state-associate banks. An act was accordingly passed in
Parliament in May 1955 and the State Bank of India was constituted on 1 July 1955. More
than a quarter of the resources of the Indian banking system thus passed under the direct
control of the State. Later, the State Bank of India (Subsidiary Banks) Act was passed in
1959, enabling the State Bank of India to take over eight former State-associated banks as
its subsidiaries (later named Associates). The State Bank of India was thus born with a new
sense of social purpose aided by the 480 offices comprising branches, sub offices and three
Local Head Offices inherited from the Imperial Bank. The concept of banking as mere
repositories of the community's savings and lenders to creditworthy parties was soon to
give way to the concept of purposeful banking serving the growing and diversified financial
needs of planned economic development. The State Bank of India was destined to act as the
pacesetter in this respect and lead the Indian banking system into the exciting field of
national development.

STRUCTURE AND ORGANIZATION

The Banks Corporate Office is located at Mumbai. Its domestic operational area is divided
into 14 Circles, each with one Local Head Office and a few Zonal and Regional Offices. The
Bank is present not just in the major metropolises of India but has wide reach in the villages
of India. The Bank's top management consists of the Chairman, group executives for
National Banking Group, Corporate Banking Group, International Banking Group and
Associates & Subsidiaries, and four staff functionaries in charge of finance, credit, human
resources & technology management and inspection & audit.

Three Strategic Business Units (SBUs) under the Corporate Banking Group have been set up
by SBI to pay attention to big corporate customers. Distinguishing features of the SBUs are
assimilation of operational planning with operations within each SBU, an alert delivery
system with suitable specialist inputs and focused attention on profitability.

The staff and functionaries at various levels have been delegated higher financial powers to
ensure quicker decision making in credit areas and disposal of a large number of credit
proposals at operating units' level. A committee approach has been adopted, both at the
apex and circle levels, for sanction of large advances and loans. Keeping this in mind Central
Office Credit Committee and Circle Credit Committees have been set up to ultimately

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ensure faster delivery. Credit and systemic risk processes have thus accordingly been
restructured. Simplified and concise credit appraisal formats have been designed to ensure
improvement in the quality of credit decisions, better quality of assets and reduction of Non
Performing Assets or NPAs. The business operations of SBI can be broadly classified into the
key income generating areas such as National Banking, International Banking, Corporate
Banking, & Treasury operations.

SBI has five associate banks; all use the State Bank of India logo, which is a blue circle, and
all use the "State Bank of" name, followed by the regional headquarters' name:

 State Bank of Bikaner & Jaipur

 State Bank of Hyderabad
 State Bank of Mysore
 State Bank of Patiala
 State Bank of Travancore
Apart from its five associate banks, SBI also has the following non-banking subsidiaries:

 SBI Capital Markets Ltd

 SBI Funds Management Pvt Ltd
 SBI Factors & Commercial Services Pvt Ltd
 SBI Cards & Payments Services Pvt. Ltd. (SBICPSL)
 SBI DFHI Ltd
 SBI Life Insurance Company Limited
 SBI General Insurance
In March 2001, SBI (with 74% of the total capital), joined with BNP Paribas (with 26% of the
remaining capital), to form a joint venture life insurance company named SBI Life Insurance
company Ltd. In 2004, SBI DFHI (Discount and Finance House of India) was founded with its
headquarters in Mumbai.

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Some important facts that highlight the supremacy of State Bank of India in the banking
industry are as follows-

Largest Bank in India (Deposits, Advances, Profits, Branches, Employees) No. 1

Active Customer Base 21.92 Crores
Business Size 26 lakh Crores
Touch Points 1 Lakh +
Pan India ATMs (26% of market share in ATM population in India) 43,515
Business correpondent and Customer Service Points 45,487
Core Banking Transactions (daily average transactions) 5.63 Crore +
ATM transactions per day (38% of the country's total ATM transactions) 70 lakh +
State Bank Group debit card holders (43% market share) 17 Crores +
Internet Bank Usage 1.77 Crores +
Mobile Banking users 95 Lakhs
POS machines 1.35.853
Green Remit Cards 48 Lakhs +
Pan India village coverage 52,260
Kisan Credit Cards 61.60 Lakhs
(State Bank Of India 2013-14)

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RECENT AWARDS AND RECOGNITIONS

 Best Online Banking Award, Best Customer Initiative Award & Best Risk Management
Award (Runner Up) by IBA Banking Technology Awards 2010

 The Bank of the year 2009, India (won the second year in a row) by The Banker
Magazine

 Best Bank – Large and Most Socially Responsible Bank by the Business Bank Awards
2009

 Best Bank 2009 by Business India

 The Most Trusted Brand 2009 by The Economic Times

 Most Preferred Bank & Most preferred Home loan provider by CNBC

 Visionaries of Financial Inclusion By FINO

 Technology Bank of the Year by IBA Banking Technology Awards

 SKOCH Award 2010 for Virtual corporation Category for its e-payment solution

 The Brand Trust Report: 11th most trusted brand in Hindustan.

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ALTERNATIVE BANKING AND PAYMENTS

Customers today are looking for multiple delivery channels and flexible as well as
convenient working hours neither the clock nor the geographical locations are constraints.
Therefore, almost all Indian commercial banks are providing services through the various
alternative e-channels; it is called as ‘Alternative Banking’ (Shrotriya, 2007). There are
various means of alternative banking i.e. Core banking Solution (CBS), ATM, POS Terminals,
Mobile Banking, Internet Banking, Credit Cards, Debit Cards, EFT, RTGS, MICR clearing etc.

Alternative banking as mentioned above has many alternative channels of payments such
plastics payments and the use of POS terminals so as to achieve the goal of minimizing the
transaction and thus saving on time and cost. The share of electronic payments in non-cash
payments have shown an upward trend with electronic payments by the end of the year
2011-12 constituting 91 percent in terms of value (from 88 percent in 2009-10) and 48
percent in terms of volume (from 35 percent in 2009-10).

Only a fraction of the 10 million plus retailers in India have card payment acceptance
infrastructure – presently this number stands at just 0.6 million - and this infrastructure
needs to be grown exponentially. A "point of purchase" terminal has also been envisioned
to ensure seamless e-payments to sellers of goods/farm products at wholesale markets and
government procurement programs.(Reserve Bank of India 2012)

These channels are all about empowering the customer to do transactions at a time and
place convenient to him/her, and through a mode which he/she finds most suitable for the
purpose. It is the best way forward for customer service excellence.

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QUANTITATIVE RESEARCH

RESEARCH OBJECTIVES

1. To determine the current level of awareness and usage of Internet Banking, Cash
Deposit Machine and Self Service Kiosk among customers of different Banks of
Chandigarh.

2. To identify different factors affecting the customers' perception about Internet

Banking.

3. To investigate the adoption and use of ACP products for different transactions by
individuals in Chandigarh.

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RESEARCH METHODOLOGY

Research methodology is a purely and simply the framework or a plans for the study that
guides the collection and analysis of data. Research is the scientific way to solve the
problems and it‘s increasingly used to improve market potential. This involves exploring the
possible methods, one by one, and arriving at the best solution, considering the resources at
the disposal of research. Research in common parlance refers to search for knowledge. In
fact, research is an art of scientific investigation. Research methodology is the science of
collecting, identifying and presenting facts in such a way that it leads to unearthing some
truths or angles of reality.

A market research essentially has these components:

1. Defining the Research Problem

2. Establishing Research Objective

3. Determining Research Design

4. Identifying Information Needs and Sources

5. Designing Instrument for Data Collection

6. Determining Sample Plan and Sample Size

7. Collecting Data

8. Analyzing Data

9. Preparing and Presenting Final Report

Research Type: Research

Sample Size: 150

Tool Used: Self- Administered Questionnaire & Interviews

Sources for Primary Data: Collected data from customers of various banks through
questionnaire

Sources for Secondary Data: Published Articles, Internet, SBI mannuals

Processing of Data: A comprehensive study of primary and secondary data and achieving
objectives through analysis of available data.

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BACKGROUND OF THE STUDY

INTERNET BANKING

Internet banking refers to the use of the Internet as a delivery channel for banking services,
including traditional banking services such as balance enquiry, printing statements, fund
transfers to other accounts and bill payments and new banking services such as electronic
regular payments and direct credit for salaries. Internet banking has created new ways of
banking in the main areas of distribution, production, payment and trading.

From the viewpoint of banks, Internet banking helps them to maintain profitable growth
through reducing operation and fixed costs. A simple transaction cost for a non-cash
payment at a branch is likely to cost a bank as much as 11 times more than the same
transaction over the Internet. In addition, Internet banking enhances marketing and
communication, as it serves 24 hours a day and a customer can be guided through a
catalogue of products and services. Moreover, an Internet banking system allows banks to
expand their business geographically without investing in the establishment of new
branches and, as a result, the customer base is broadened.

The common features fall broadly into the following categories:

Transactional (e.g., performing a financial transaction such as an account to account

transfer.

 Paying a bill, wire transfer, apply for a loan, new account, etc.):
 Payments to third parties, including bill payments and telegraphic/wire transfers.
 Funds transfer between a customer's own transactional account and savings
accounts.
 Investments purchase or sale. Loan applications and transactions such as
repayments of enrolments.

Non-transactional (e.g., online statements, cheque links, co browsing, chat):

 Viewing recent transactions.

 Downloading bank statements, for example in PDF format.
 Viewing images of paying checks.
 Financial Institution Administration.
 Management of multiple users having varying levels of authority.
 Transaction approval services

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CASH DEPOSIT MACHINE (CDM)

The Cash Deposit Machine, better known as CDM is a machine that allows you to deposit
cash directly into your account using the ATM cum debit card. You can use this machine to
instantly credit your account without visiting the branch. The transaction receipt also gives
you your updated account balance. Some of the salient features of this product are:

 Instant credit of cash deposit into your own account

 Quick and convenient way to deposit cash
 Paperless transaction
 The per transaction limit is Rs.49,900/-
 Upto 200 currency notes can be deposited in a single transaction
 The CDM only accepts denominations of Rs.1000/-, Rs.500/- & Rs.100/-

SELF SERVICE KIOKS (SSK)

Self service kiosk is yet another new customer friendly initiative of some banks. It is a
self-service machine like an atm through which customers can make various financial
and non-financial transactions using their ATM cum Debit Cards. The kiosk solution is
user friendly and customers can navigate easily between screens. These Kiosks are
having touch screen.

USAGE INSTRUCTIONS:

For performing a transaction, customers are required to insert their ATM cards and
enter their ATM PIN to authenticate. Post authentication customers can choose one or
more transactions from the below mentioned list.

TRANSACTIONS

Following transactions are currently enabled on SSKs. Few more transactions will also be
added to SSKs in due course.

SSK TRANSACTIONS
Passbook Printing Bill Payments
Reprinting of Passbook Cheque Book Request
Fund Transfer Mobile Banking Registration
GRPT Internet Banking Registration
NEFT Mini Statement
Open Term Deposit Account Summary
Balance Enquiry Loan Account Statement
Account Statement SMS Alert Registration
Personal Details View Stop Cheque Payment
SBI Life Payment Revoke Stop Cheque Payment

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PROJECT TIMELINE

• Understood the market.

• Understood the terminology associated with the business.
Phase 1 (Week
1)

• Prepared the questionnaire and finalised it

Phase 2 (Week
• Understood market dynamics, existing customers and potential
2) customers

• Covered various Branches of different Banks across Chandigarh.

Phase 3
(Week 3-5)

• Input the data collected from various respondents into MS-Excel

Phase 4 • Analyzed the data
(Week 6-7)

• Developed strategies as per the objectives and prepared the final report.
Phase 5 (Week -
8)

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Phase 1 – Were introduced to our Mentor Mr. Akhil Rai (Chief Manager- Alternate Channels
and Payments) who provided us with the reading material regarding different products and
services to be covered under my project. This was to gain an understanding about the
terminology associated with the business.

Phase 2 – Prepared the questionnaire after finalizing different factors affecting the
customers' perception taking inputs from concerned people working and handling the ACP
in the local head office. Also, personally interacted with customers and employees of State
Bank to know the various factors to be considered.

Phase 3 – After questionnaire finalization survey was undertaken across various branches of
different Banks of Chandigarh. The surveys were collected from a total of 150 customers
who were using the services of Internet Banking, Cash Deposit Machine and Self Service
Kiosk. I personally interviewed 40 individuals who were customers of different banks for my
Qualitative Research.

Phase 4 – After collecting the data through surveys the same was entered into MS-Excel and
analysis was carried out and the final report was prepared.

Phase 5 – After the analysis, various recommendations and suggestion were given.
Implications for the same were given with areas of improvement clearly mentioned.

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DATA ANALYSIS

INTERNET BANKING

Bank Account
3%

Have account

Don't have
account
97%

Out of the total people contacted for the survey. 97 percent of them had a bank account.

Bank ?
SBI ICICI HDFC PNB AXIS Others

10%
8%

44%
18%

15%
5%

Out of the respondents which were having bank accounts, as many as 44% had their bank
accounts with SBI. The next major bank in terms of percentage of Bank accounts was ICICI

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Banking Services
Very Often Often Some Times Rarely Never
2% 0%

23%
49%

26%

As a response to the Question, 'how often the customers were using any banking services'
majority of the respondents said they were using it very often.

Reason
To make a deposit Investment Advice Balance Enquiry
Withdra Cash Any Other

36% 39%

15%

5%
5%

Major services used or the reason of banking was to make a deposit into their respective
bank accounts.

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Frequency
Less than 1 1 to 3 3 to 8 8 to 12 Over 12
10% 3%
10%
41%

36%

Most customers visit their bank branches 1 to 3 times a month.

Disadvantages of Visiting Bank

Branch
Waiting Distance Opening Timings
Quality of Services No Disadvantages

7%

14% 38%
15%

26%

The main disadvantages of visiting a bank branch were waiting and proximity problems
faced by the customers.

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Internet Banking Users

Yes No

36%

64%

As shown in the above figure; Out of the total respondents, 64 % were using Internet
Banking.

Reasons
Convenience Curiosity
Better Rates Safe Service
Low Service Charges Easy to Maintain
Not applicable
8% 8%
8% 38%
20%

9% 9%

As shown in the above pie chart, the main reason for using Internet Banking was
Convenience and the second most important reason was safe service.

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Operations
Pay Bills Consult for Balace Print Bank Slips
Open Account Funds Transfer Online Fee Payment
Investment Savings Insurance
Loans and Mortgages Not Applicable

0%
2% 16%
0%
2%
9%
50%
7%
9%
5%

0%

As evident from the above shown figure, 50% of the Internet Banking customers were using
this service for Paying Bills. And the second most popular reason of using Internet banking
was funds transfer followed by Online Fee payments.

Disadvantages of Internet Banking

Overall Dfficulty Lack of Assistance
Sercurity Concerns Limited Services
Impersonality of service Dependance on internet service
Unreliable No disadvantages

4% 6%

23%

6%
41%
12%
6%
2%

The two major disadvantages of Internet Banking according to the data were Security
Concerns and Limited Services provided through Internet Banking.

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Encouraging Elements
Rewards Simpler/Clearer Services
Higher Security Phone aid
Free Transactions Already using IB often

37% 16%
14%

17%
11%

5%

According to the data collected the two main disadvantages of visiting a bank branch were
Distance problem and Proximity problems being faced by the customers.

Reasons for not using IB

Under age Never heard
Concerned about security Haven't taken time to open account
Doesn't see any real value Too new
Not available through my bank Others
5% 5%

24%
5% 28%
9%
19%
5%

28% of the respondents stated that they were concerned about security, that’s why they did
not opt for Internet Banking. The other major factor was that they did not have enough time
to go for this service.

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Overall satisfaction
Good Satisfactory Average Not good Unsatisfactory

5%

11%
8% 39%

37%

39% of the respondents were highly satisfied with services of Internet Banking. Whereas
37% of the respondents were moderately satisfied.

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CASH DEPOSIT MACHINE

Aware about CDM

Yes No

20%

80%

In the case of CDMs, 80% of the respondents were aware about the Cash Deposit Machines.

Used CDM
Yes No

22%

78%

Out of the total 80% respondents who were aware about CDM, 78% of them had used the
services of this machine.

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Reasons
Insant credit of cash Quick and convenient way
Paperless transaction No need to wait
14%
11%
42%

33%

Out of the total CDM users 42% of them used CDM for Instant Credit of Cash, whereas some
considered it as a quick and convenient.

Functions of CDM
Deposit of cash PIN change
Balance enquiry Mini statement of Account
10%
16%

68%
6%

Most popular function of using CDM is the Deposit of Cash.

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SELF SERVICE KIOKS

Aware about SSK

Yes Yes

30%

70%

According to the survey conducted 70% of the respondents were about SSK. While 53% of
the total respondents had used SSK for different purposes.

Functions of SSK
Passbook printing Bill payments Balance enquiry
Account summary Stop cheque payments Funds transfer
Mini statement Internet banking request Sms alert registration

3% 4%
7%
35%
12%

10%
4% 9%
16%

Most of the respondents used SSKs for passbook printing (35%) and balance inquiry (16%).

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Reasons
No token, no queue Free of cost facility
Quick, simple and convenient 24 hours available
Any other

20% 17% 5%

23%
35%

The main reason for the respondents' using of SSK was that it is easy and convenient to use.
The second most popular reason was that it was available for 24 Hours.

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FINDINGS

1. Out of the total people contacted for the survey, 97 percent of them had a bank
account. It was also determined that 49% of the total customers were using banking
services very often.
2. According to the survey, 36% of the total respondents having bank account visited
their respective bank branches 1to 3 times a month. Making a deposit in their
accounts was the main reason of the customers for using banking services or visiting
a bank branch.
3. It has also been noted that, 69% of the customers have never changed their banks or
shifted their accounts from one bank to another. However, many customers had
multiple accounts in different banks.
4. Out of the total respondents 64% were using the Internet Banking Service provided
by their banks. Convenience and safe service turned out to be the most popular
reasons amongst customers for using Internet Banking. Paying Bills (50%) and Funds
Transfer (16%) were the most common operations which customers performed
through Internet Banking
5. 59% completely trusted Internet Banking, whereas 26% trusted it to some extent.
6. According to the survey, 41% were concerned about security while using Internet
Banking. The second most common disadvantage of Internet Banking as observed
from the data is the limited services covered under it.
7. While the two main disadvantages of visiting a Bank Branch were Waiting (38%) and
Proximity issues (26%).
8. According to the data collected, it was analyzed that 80% of the total respondents
were aware about the Cash Deposit Machines whereas 78% of them had used CDM
before.
9. Nearly 42% of the respondents used CDM for Instant credit of cash and considered
CDM as a convenient and easy way for this purpose.
10. As many as 68% respondents used it for deposit of cash in either their own accounts
or some other person's account.
11. According to the data acquired 70% of the respondents were aware about these
machines, while only 57% of the total respondents had used them.
12. Passbook printing (35%) was the most popular use of SSKs followed by balance
inquiry (16%).

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RECOMMENDATIONS

By analyzing the findings gained from the study, the following suggestions were made.

1. Large number of customers is aware of Cash Deposit Machines placed at different sites
across Chandigarh.

2. Large number of customers is current account holders; hence they will be more familiar
to CDM.

3. As the number of current account holders is high, large number of customers visits their
bank more times in a week.

4. With the emergence of ATM facility, only less people approach their bank for
withdrawing cash. So placing cash deposit machine near ATM counters will be very useful.

5. This facility consumes less amount of time for every transaction. So the customers will be
very satisfied as they want to spend only less time in the bank.

6. The bank officials can conduct an awareness program about the functioning and
usefulness of Cash Deposit Machine.

7. There should be instructions for using CDMs printed and pasted near the machine in all
three languages i.e. Hindi Punjabi and English , which are popular in the Chandigarh area.

8. The guards deployed at the CDM machines' site should be trained to guide the lesser
educated or acquainted customers about usage of CDMs.

9. Regular checks for technical issues shall be conducted to ensure convenience to the
customers.

10. Complaints of technical issues shall be looked after at the earliest.

11. the following factors can encourage customers to use more the Internet Banking Service

 Faster services.
 Clearer and convenient instructions for the setting up of the Internet Banking.
 Phone aid while setting up.
 Perks and offers for regular and frequent customers.
 Less cost per subsequent transaction.

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QUALITATIVE RESEARCH

OBJECTIVES:

Purpose of the research is to identify customers’ satisfaction with internet banking quality.

A study on customer satisfaction in using Cash Deposit Machine.

METHODOLOGY:

Research Type: Exploratory

Sample Size: 40

Tool Used: Self- Interviews (Open-ended questions)

Sources for Primary Data: Collected data from customers of various banks through
interviews

Sources for Secondary Data: Published Articles, Internet, SBI mannuals

Processing of Data: A comprehensive study of primary and secondary data and achieving
objectives through analysis of available data.

In my qualitative research on "usage and awareness about Online Banking", I have

interacted with 40 individuals from both the genders and different backgrounds of
education, family, profession, income and age. Also, the people were customers of different
banks, whereas in some cases the respondents had accounts in multiple banks. For this
purpose I visited branches of different banks across Chandigarh. All the people I contacted
were either employed or carried a business. In some cases people were earlier employed or
had completed their service. Nearly 100% of them were aware about the Online Banking
Service Provided by their respective banks. They had availed this service for various
different reasons and also varied in the period of time they had been using this service.
Likewise their frequency of using this service also varied. For conducting this survey I
designed a few questions and interviewed the respondents. Their answers were noted and
analyzed to fulfill the purpose of the research.

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OBSERVATIONS:

1. All of the respondents were aware about this service provided by their Banks. They
knew what it was and also knew its basic features. Nearly all of them were using this
service whereas their purpose of using this service varied. I approached as many as
65 people out of which only 40 people gave me a few minutes from their precious
time. I interviewed them and noted the responses. 39 out of these people were
using Online Banking Service and were quite satisfied with its functions and
convenience. Some respondents started using it out of curiosity, some used it out of
necessity and some used it to make their life and banking easier.
2. Majority of the respondents were using this service for depositing 'Tuition Fee' of
their wards. The respondents, mostly parents were happy that they no longer had to
wait in queues to deposit the fees of their children but the same can be done sitting
at home or any place having an Internet Connection. Due to their busy schedules
they earlier sometimes missed the last dates and as a result had to pay the late fee
fine. With the Online Banking Service such things have become easier and
convenient.
3. Next major usage of this facility, as observed by me was payment of various bills by
the respondents such as utility bills, mobile recharge, payments of DTH etc. Here
too, their major concern was that earlier they had to stand in long queues to get
their bills paid. This wasted a lot of their time and also stressed them. Respondents
say that they can pay their bills sitting at home or from the office. They are no longer
worried about going to the offices or booths to pay the bills. Also they don’t need to
withdraw cash from their accounts as now funds are transferred directly from their
account to the concerned receiver instantly.

4. THE ADVANTAGES OF INTERNET BANKING

Many banks have begun to offer customers the option of online-internet banking, a
practice that has advantages for both the parties involved. The convenience of being
able to access accounts at any time as well as the ability to perform transactions
without visiting a local branch, draw many people to be involved. Some of these
advantages of internet banking but are not limited to, include:

 Customer’s convenience
Banks are open for business anywhere there is an internet connection. They are also
24 hours a day, 365 days a year open while if internet service is not available,
services are provided to the customers around the clock via telephone. Through
Internet Banking, real-time account balances and information are available at the

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touch of a few buttons thus, making banking faster, easier and more efficient. Also,
updating and maintaining a direct account is easy since it takes only a few minutes to
change the mailing address, order additional checks and be informed for market
interest rates.
 More efficient rates
Internet Banking provides more efficient rates of transactions and banking
operations. It also ends the cost of visiting the Bank Branch and various other costs
involved in manual banking.
 Services
Direct banks typically have more robust websites that offer a comprehensive set of
features that may not be found on the websites of traditional banks. These include
functional budgeting and forecasting tools, financial planning capabilities,
investment analysis tools, loan calculators and equity trading platforms. In addition,
they offer free online bill payments, online tax forms and tax preparation.
 Mobility
Internet banking also includes mobile capabilities. New applications are continually
being created to expand and improve this capability on smart-phones and other
mobile devices. Now banking can be done from anywhere and anytime. Various
applications are being developed by the banks which can be accessed through smart
phones to use Internet banking thus making it more mobile.
 Funds Transfer
Accounts can be automatically funded from a traditional bank account via electronic
transfer. Most direct banks offer unlimited transfers at no cost, including those
destined for outside financial institutions. They will also accept direct deposits and
withdrawals that the customer authorizes such as payroll deposits and automatic bill
payment.
 Ease of use
Online accounts are easy to set up and require no more information than a
traditional bank account. Many banks offer the option of inputting the customer's
data online or downloading the forms and mailing them in. If the customer runs into
a problem, he has the option of calling or e-mailing the bank directly.
 Environment friendly
Internet banking is also environmentally friendly. Electronic transmissions require no
paper, reduce vehicle traffic and are virtually pollution-free. They also eliminate the
need for buildings and office equipment.

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5. THE DISADVANTAGES OF INTERNET BANKING

Internet banking seems like an obvious choice to leave the hassles of traditional
money management behind in exchange for it. However, there are potential
problems associated with banking over the internet of which customers may not be
aware. Consumers need to weigh the advantages as well as the disadvantages of
internet banking before signing up. Some of the disadvantages of internet banking
include:

 Bank relationship
A traditional bank provides the opportunity to develop a personal relationship with
that bank. Getting to know the people at your local branch can be an advantage
when a customer needs a loan or a special service that is not normally offered to the
public. A bank manager usually has some discretion in changing the terms of
customer's account if the customer's personal circumstances change. They can help
customers solve problems such as reversing an undeserved fee. The banker also will
get to know the customer and his unique needs. If the customer has a business
account, this personal relationship may help if the customer needs capital to expand.
 Transaction issues
Sometimes a face-to-face meeting is required to complete complex transactions and
address complicated problems. A traditional bank can host meetings and call in
experts to solve a specific issue. Moreover, international transactions may be more
difficult (or impossible) with some direct banks. If a customer deposits cash on a
regular basis, a traditional bank with a drive-through window may be more practical
and efficient.
 Service issues
Some banks may not offer all the comprehensive financial services such as insurance
and brokerage accounts that traditional banks offer. Traditional banks sometimes
offer special services to loyal customers such as preferred rates and investment
advice at no extra charge. In addition, routine services such as notarization and bank
signature guarantee are not available online. These services are required for many
financial and legal transactions.
 Security
Direct banks are subject to the same laws and regulations as traditional banks and
accounts are protected. Sophisticated encryption software is designed to protect the
account information but no system is perfect. Accounts may be subject to phishing,
hacker attacks, malware and other unauthorized activity.

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RECOMMENDATIONS

This research identifies a range of factors that affect bank customers’ decision to adopt
Internet banking using an exploratory investigation. This study also reveals that some
factors are more influential than others. An understanding of these influencing factors can
assist Our Bank in developing more effective strategies to promote and encourage Internet
banking adoption.

User-friendly website: This research reveals that a user-friendly website has the strongest
influence on bank customers’ adoption of Internet banking. This result is consistent with a
number of other researchers that indicate a user-friendly website is an important
determinant that affects the adoption of Internet banking. In order to enhance the adoption
rate of Internet banking, banks should develop the user-friendliness of their website by
considering several factors, such as clear and comprehensible instructions which are easy to
read, prompt processing of transactions, and a wide range of services. In addition, bank
websites should be available 7 days and 24 hours and banks should regularly provide
accurate information and update records on their websites.

Marketing communications: This research reveals that the quality of marketing

communications also has a strong influence on customers’ decisions to adopt Internet
banking. This result is consistent with several researchers that found marketing
communications have an impact on consumers’ adoption of Internet banking. The research
show that most non-Internet banking customers have poor awareness of Internet banking
services, often due to a lack of marketing effort by the banks. The need for banks to provide
aggressive marketing communications that specifically targets non adopters is evident.

Perceived risks: This study reveals that perceived risks is an important factor influencing
customers’ adoption of Internet banking. Several researchers indicate that perceived risks
play an important role when bank customers decide to adopt Internet banking services.
Therefore, banks need to develop risk reducing strategies that foster a high level of
confidence in potential customers.

Price: The results of this study confirm that price is another important factor influencing
consumers to adopt Internet banking in the context of Internet banking, two kinds of price
are involved: the normal cost associated with Internet activities, such as cost of computers
and Internet connection, and the bank costs and charges. Internet banking reduces a bank’s
operating costs and improves a bank’s competitiveness. Banks can charge higher fees for
the transactions at bank branches, but offer lower fees or free services for Internet banking
transactions.

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Internet access/Internet familiarity: This study illustrates the importance of Internet

access/Internet familiarity as an antecedent of Internet banking adoption. The study notes
that the pre-existence of Personal Computers, Internet access and literacy are a pre-
requisite for Internet banking adoption. Familiarity with the Internet environment also
encourages acceptance of Internet banking by individuals who have previous experience on
the Internet.

CDM
Advantages

 Instant credit in CASA account.

 Immediate receipt.
 No need to fill cash deposit slips.
 No need to stand in long queues.
 No need to sort and arrange cash denomination wise.

1. Large number of customers is aware of Cash Deposit Machines placed at different sites
across Chandigarh.

2. Large number of customers is current account holders; hence they will be more familiar
to CDM.

3. As the number of current account holders is high, large number of customers visits their
bank more times in a week.

4. With the emergence of ATM facility, only less people approach their bank for
withdrawing cash. So placing cash deposit machine near ATM counters will be very useful.

5. This facility consumes less amount of time for every transaction. So the customers will be
very satisfied as they want to spend only less time in the bank.

6. The bank officials can conduct an awareness program about the functioning and
usefulness of Cash Deposit Machine.

7. There should be instructions for using CDMs printed and pasted near the machine in all
three languages i.e. Hindi Punjabi and English , which are popular in the Chandigarh area.

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8. The guards deployed at the CDM machines' site should be trained to guide the lesser
educated or acquainted customers about usage of CDMs.

9. Regular checks for technical issues shall be conducted to ensure convenience to the
customers.

10. Complaints of technical issues shall be looked after at the earliest.

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CONCLUSION

Technological developments, particularly in the area of telecommunications and

information technology, revolutionize the banking industry. Alternate Channels and
Payments is one of the most rapidly diffused banking technologies and providing this service
is a vital strategy for banks and financial institutions to keep customers engaged and remain
competitive. A current empirical study examining the extent of penetration of ACP and the
factors impacting on customer’s decisions to adopt Internet banking and other products of
ACP will add to the existing literature in a changing bank marketing environment. This
research focuses on the factors that influence customers’ Internet banking adoption among
the customers in the Chandigarh banking industry. The data for this analysis were obtained
through a randomized survey. Various factors were chosen which could possibly affect the
decision of the customers to adopt Internet banking and these factors were such as
convenience, user-friendly website, Internet Access/Internet familiarity, marketing
communications, word-of-mouth, perceived risks, price, self-image and demographic
characteristics. Simple Excel analysis was used to analyze the data and rank the factors that
impact on customers’ decisions to adopt Internet banking. The findings reveal that a user-
friendly website, marketing communications, perceived risks, price, and Internet
access/Internet familiarity have an impact on customers’ decisions to adopt Internet
banking. The results also reveal that consumers in the young age and the high income
groups are more likely to adopt Internet banking. The results of this research will aid banks
and financial institutions to implement efficient service marketing strategies to increase the
rate of Internet banking adoption, increase their competitiveness, and boost revenues.
Furthermore, this study provides useful information for future researchers who examine the
links between customers’ decision making and Internet banking.

The penetration of other products such as Cash Deposit Machine and Self Service Kiosk was
also high as most of the customers were aware of this service. Also, these customers had
used these machines as they found them more time efficient and convenient. These
machines proved to time saving and easy to access and were also available for 24 hours.
Hence the study shows that there is considerably great level of penetration and awareness
among the Customers regarding the ACP products of SBI.

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LIMITATIONS

Although this study provides valuable contributions from a theoretical and practical
perspective, there are a few limitations. First, this research was conducted in Chandigarh.
People’s beliefs and attitudes can very across different regions and countries. A probability
sample in a different geographic area may reveal differences in consumers’ attitudes
towards the adoption Internet banking and other ACP Products. Therefore, future
researchers should use a more geographic dispense sample to analyze consumers’
behavioral intentions towards Internet banking services. Future researchers can also
undertake a comparative study between two different cities, such as Chandigarh and Delhi.

Secondly, this study empirically examined the level of penetration of ACP in Chandigarh and
also the different factors that may influence consumers’ adoption of Internet banking and
other products. However, there may be some other factors that can impact on customers’
adoption of these factors but were not identified in this study. Further research is required
to identify other factors that may impact on customers’ adoption or attitude towards using
these services. This approach may be particularly important in a different cultural setting.

Thirdly, this study focused on the customers’ perspectives. Future research could focus on
the banks’ perspectives. Interviews with bank management could be conducted to discuss
their strategies regarding the implementation of Internet banking and other ACP products.

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REFERENCES

 Profile of SBI (2015), Retrieved from State Bank of India,

https://www.sbi.co.in/user.htm.

 Profile of SBI (2015), Retrieved from State Bank of India,

http://en.wikipedia.org/wiki/State_Bank_of_India.

 State Bank of India, S. (2014-15). "Annual Report." 3-6.

 Clemes, M. D., Gan, C., & Du, J. (2012). The factors impacting on customers’
decisions to adopt Internet banking. Banks and Bank Systems, 7(3), 33-50.

 Moutinho, L., & Brownlie, D. T. (1989). Customer satisfaction with bank services: a
multidimensional space analysis. International Journal of Bank Marketing, 7(5), 23-
27.

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ANNEXURE

QUESTIONNAIRE

I, Sahil Samdhian pursuing MBA-HR from University Business School, Panjab University,
Chandigarh on the partial fulfillment of my Master‘s degree am working on for the Project
"Penetration of Alternate Channels and Payments in Chandigarh" with State bank of India,
LHO, Chandigarh. I would request you to take your valuable time out of your busy schedule
to help me complete this survey.

Name (optional): Contact Information (optional):

Age: Gender: Occupation: Income (approx.):

1. Do you have a bank account?

i) Yes ii) No

If yes, which bank?

i) SBI ii) ICICI iii) HDFC iv) PNB v) AXIS

Any other, please specify

2. How often do you use banking services?

i) Very often ii) Often iii) Sometimes iv) Rarely v) Never

3. How frequently do you visit your bank branch per month?

i) Less than 1 ii) 1 to 3 iii) 3 to 8 iv) 8 to 12 v) Over 12 times

4. What is the main reason that you typically visit your Bank Branch (please choose a
single most important reason)?

i) To make a deposit ii) To get advice for investment options iii) To inquire about balance

iv) To withdraw cash v) Any other

5. In the past five years, other than geographical relocation, how many times have you
switched to a different bank?

i)Never ii) 1 to 3 times iii) 3 to 8 times iv) Over 8 times

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6. How long have you been using Internet or the World Wide Web?

i)Less than 1 month ii) 1 to 6 months iii) 6 to 12 months iv) More than 12 months

7. How many hours per week do you use your computer for fun/play?

i)Less than 1 ii) 1 to 5 iii) 5 to 10 iv) 10 to 20 iv) Over 20

 For work?

i)Less than 1 ii) 1 to 5 iii) 5 to 10 iv) 10 to 20 iv) Over 20

8. do you have a branch account for which you interact with your bank mostly through a
WWW browser (Internet banking service)?

i)Yes ii) No

9.Which Bank do you have your Banking Account/service with?

i) SBI ii) ICICI iii) HDFC iv) PNB v) AXIS

Any other, please specify

10. What are the most important reasons you opted for Internet Banking service?

i) Convenience ii) Curiosity iii) Better rates iv) Safe service v) Low service charges

vi) Easy to maintain my banking transaction activity vii) Not applicable

11. What Online/Internet banking operations do you use the most?

i)Pay bills ii) Consult balance/ bank statements iii) Print bank slips or statements

iv) Open an account v) Funds transfer vi) Online fee payments vii) Investments viii) Savings

ix) Insurance x) Loans and mortgages

12. Do you trust the service of online/Internet banking?

i) Completely ii) Somewhat iii) Dubious iv) Not at all

13. Do you think human contact is important is important for banking relation?

i) Completely ii) Somewhat iii) Dubious iv) Not at all

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14. For you, what are the 2 main disadvantages of online banking?

i)Overall difficulty of using online banking system

ii)Lack of assistance
iii)Security concerns
iv)Limited service (doesn’t enable all banking operations)
v)Impersonality of the service
vi)Dependence on internet service
vii)Unreliable
viii)No Disadvantages

15. For you, what are the 2 disadvantages of visiting a

branch?

i)Waiting
ii)Distance (proximity problem)
iii)Opening times
iv)Quality of services
v)No Disadvantages

16. What would encourage you to use more the online banking services?

i)Rewards (discounted fees for certain services)

ii)Simpler/clearer service
iii)Higher security
iv)Phone aid when setting up
v)Free transactions
vi)Nothing else, I already often use online banking services

17. What are the main reasons that you have not opened an Internet bank account yet?
(check all that apply)

i)Under age ii)Never heard of Internet banking iii) Concerned about security

iv) Haven't taken time to open an account v) Don't see any real value in having this type of
account

vi) Too new. I would like to see how it works, then I may open an account

vii) Not available through my bank viii) others ix) Not Applicable

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18. How likely is it that you will start using Internet banking service within the next 12
months?

i) Very Unlikely ii) Somewhat Unlikely iii) neither Unlikely nor Likely iv) Somewhat Likely

v)Very Likely iv) Not applicable

19. Do you have a smart phone?

i) Yes ii) No

20. if yes, have u tried the mobile banking app for using online/internet banking service?

i)Yes ii) No

21. How is the experience of using the mobile app?

i)Good ii) Satisfactory iii) Average iv) Not good v) Unsatisfactory

22. How is your overall satisfaction using internet banking service?

i)Good ii) Satisfactory iii) Average iv) Not good v) Unsatisfactory

CASH DEPOSIT MACHINE

23. Have you heard about/ seen CDM (cash deposit machine)?

i)Yes ii) No

24. Did you use CDM?

i)Yes ii)No

25. If yes, what were the reasons?

i) Instant credit of cash into your account ii) Quick and convenient way to deposit cash

iii) Paperless transaction iv) No need to wait in long queues

26. What function of the CDM did u use?

i) Deposit of cash ii) PIN change iii) Balance Inquiry iv) Mini statement of account

v) Not applicable

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27. If not, why??

I) Please specify

28. How was your experience of using a CDM?

i)Good ii) Satisfactory iii) Average iv) Not good v) Unsatisfactory

29. I would recommend other customers about using CDM

i)Strongly agree ii) Agree iii) Not sure iv) Disagree v) Strongly disagree

30. How often are there any technical issues with CDM?

i)Always ii) Often iii) Sometimes iv) Rarely

SELF SERVICE KIOSK

31.Are you aware about the SSK?

i)Yes ii) No

32. If yes, have you ever used it?

i) Yes ii) No

33.If yes, what did u use it for?

i)Passbook printing ii) Bill payments iii) Balance inquiry iv) Account summary

v) Stop cheque payments vi) Funds transfer vii) Mobile banking registration viii) Mini
statement

ix) Cheque book request x) Internet banking request xi) Sms alert reguistration

xii) Loan account statements

34. Reasons for using SSK?

i)No token, no queue ii) Free of cost facility iii) Quick, simple and convenient iv) 24 hours
available

v)Any other, please specify

vi)Not applicable

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35. If having account with SBI, have you used SWAYAM??

i) Yes ii) No

36. How was your experience of using a SSK?

i)Good ii) Satisfactory iii) Average iv) Not good v) Unsatisfactory

37. I would recommend other customers about using SSK?

i)Strongly agree ii) Agree iii) Not sure iv) Disagree v) Strongly disagree

38. How good is the service of the SSK?

i)Good ii) Satisfactory iii) Average iv) Not good v) Unsatisfactory

39. How often are there any technical issues with SSk?

i)Always ii) Often iii) Sometimes iv) Rarely

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QUESTIONNAIRE: Qualitative Research

Internet Banking

Question no. 1: What is Online Banking?

Question no. 2: What do you use Online banking for?

Question no. 3: What in your opinion are the basic advantages of Online Banking?

Question no. 4: What can be the disadvantages of this service?

Question no. 5: What can motivate you to use more of this service?

Question no.6: How much are you satisfied with this service?

Question no.7: Would you recommend this service to other customers too?

Cash Deposit Machine

Question no. 1: What is Cash Deposit Machine?

Question no. 2: What do you use Cash Deposit Machine for?

Question no. 3: What in your opinion are the basic advantages of Cash Deposit Machine?

Question no. 4: What can be the disadvantages of this Cash Deposit Machine?

Question no. 5: What can motivate you to use more of this service?

Question no.6: How much are you satisfied with this service?

Question no.7: Would you recommend this service to other customers too?

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