Customer
perception
Different customers may perceive one and the same product or service in different ways. A customer’s perception of an offering may even deviate from what the producer service provider or marketer had intended. This may cause serious problems in today’s attention economy. Everybody is exposed to more and more diverse information than ever before. It is hard enough for an offering to get a potential customer’s attention at all. If the customer’s perception of this offering is an unfavorable one, it probably will not get a second chance to make a better impression.
DEFINITIONS
Ø
Customer
perception refers to how customers view a certain product based on their own
conclusions. These conclusions are derived from several
factors, such as price and overall experience.
Ø
Customer perception refers to the
process by which a customer selects, organizes, and interprets
information/stimuli inputs to create a meaningful picture of the brand or the
product.
Ø Customer perception is typically affected by advertising, reviews, public relations, social media, personal experiences, and other channels.
ONLINE BANKING
Online banking, also known as internet banking, e-banking, or virtual banking, is an
electronic
payment system that enables customers of a bank or other financial
institution to conduct a range of financial
transactions through the financial institution's website. The online
banking system will typically connect to or be
part of the core banking system
operated by a bank and is in contrast to branch banking which was
the traditional way customers accessed
banking services.
To access a financial
institution's online banking facility, a customer with internet access would
need to register with the institution
for the service, and set up a password and other credentials for customer verification.
DEFINITION
Online banking allows a user to execute financial transactions via the internet. Online banking is also known as "internet banking" or "web banking." An online bank offers customers just about every service traditionally available through a local branch, including full deposits, which is done online or through the mail, and online bill payment
HOW IT WORKS
Most banks offer customers
the option of
online banking. Customers can access all of their accounts through
an internet connection using the bank's own website or a commercial software
package such as Quicken or Money.
Online banking allows customers to monitor accounts, download transactions, transfer funds between accounts,
including checking, saving,
and money market/CD accounts, manage investments, and handle loan activity, including
applications and repayments. Clients can transfer funds to their bank accounts, and pay bills either electronically (with
an account transfer) or by having the bank issue paper checks
directly to the payee.
Banks have set up security systems to ensure that transactions
conducted online are protected from internet security threats. Most banks use industry-standard Secure Transaction software and protocol to manage the
security on their systems.
Online banking has made personal and business banking faster, more efficient, and safer.
HISTORY
First
online banking services in the United States
Online banking was first
introduced in the early 1980s
in New York, United States. Four
major banks — Citibank, Chase Manhattan, Chemical Bank, and Manufacturers
Hanover — offered home banking services. Chemical introduced its Pronto services
for individuals and small businesses in 1983,
which enabled individual and small-business clients to maintain electronic
checkbook registers, see account balances, and transfer funds between checking
and savings accounts. Pronto failed to attract enough customers to break even
and was abandoned in 1989. Other
banks had a similar experience.
First
online banking in the United
Kingdom
Almost
simultaneously with the United States, online banking arrived in the United Kingdom. The UK's first home online banking service known
as the Home link was
set up by the Bank of Scotland for customers of the Nottingham Building Society
(NBS) in 1983.
The system used was based on the UK's Prestel view link system and used a computer,
such as the BBC Micro, or
keyboard (TandataTd1400) connected to the telephone system and television set.
The system allowed on-line viewing of statements, bank transfers, and bill payments.
To make bank transfers and bill
payments, a written instruction giving details of the intended recipient had to
be sent to the NBS who set the details up on the Home link
system. Typical recipients were gas, electricity, and telephone companies and
account with other banks. Details
of payments to be made were input into the NBS system by the account holder
via Prestel. A cheque was then sent by NBS to the payee and advice-giving
details of the payment were sent to the account holder. BACS was later used to transfer the payment directly.
Stanford Federal Credit Union was the first financial institution to offer online internet banking services to all of its members in
October 1994.
Banks and the World Wide Web
Around 1994,
banks saw the rising popularity of the internet as an opportunity to advertise their services. Initially, they
used the internet as another brochure, without interaction with the customer.
Early sites featured pictures of the bank's officers or buildings and provided customers with maps of branches and ATM locations, phone numbers to call for
further information, and simple listings of products.
Interactive banking on the Web
In 1995, Wells Fargo was the first U.S. bank to add account services to its website, with other banks quickly following suit. That same year, Presidential became the first U.S. bank to open bank accounts over the internet. According to research by Online Banking Report, at the end of 1999 less than 0.4% of households in the U.S. were using online banking. At the beginning of 2004, some 33 million U.S. households (31%) were using some form of online banking. Five years later, 47% of Americans used online banking, according to a survey by Gartner Group. Meanwhile, in the UK online banking grew from 63% to 70% of internet users between 2011 and 2012.
BANKING IN INDIA
Banking in India, in the modern sense, originated in
the last decades of the 18th century. Among the first banks were the Bank of Hindustan, which was established in 1770 and liquidated in 1829–32; and the
General Bank of India, established in 1786 but failed in 1791.
ADOPTION OF INFORMATION
SYSTEM
The RBI set up
several committees to define and coordinate banking technology. These have
included:
·
In
1984 was formed the Committee on Mechanization in the
Banking Industry was (1984) whose chairman was Dr. C Rangarajan,
Deputy Governor, Reserve Bank of India.
The major recommendations of this committee were introducing MICR technology in
all the banks in the metropolises
in India. This provided for the use
of standardized cheque forms and encoders.
·
In 1988, the RBI set up the
Committee on Computerization in Banks
(1988) headed by Dr. C Rangarajan. It emphasized that settlement operations must be computerized in the clearinghouses
of RBI in
Bhubaneshwar, Guwahati,
Jaipur, Patna, and Thiruvananthapuram. It
further stated that there should be National Clearing of intercity cheques at Kolkata, Mumbai, Delhi, Chennai, and MICR should
be made operational. It also focused
on the computerization of branches and increasing connectivity among branches
through computers. It also suggested modalities for implementing
online banking. The committee submitted its reports in 1989 and computerization began from 1993 with the settlement
between IBA and bank employees' associations.
·
In 1994, the Committee on
Technology Issues relating to Payment systems, Cheque Clearing and Securities Settlement in the Banking Industry (1994)
was set up under Chairman W S Saraf. It emphasized the Electronic Funds Transfer (EFT) system,
with the BANK NET communications network as its carrier. It also said that MICR clearing should be set up in all branches of all those banks with more than 100 branches.
·
In
1995, the Committee for proposing Legislation on Electronic Funds Transfer and
other Electronic Payments (1995) again emphasized the EFT system.
·
In
July 2016, Deputy Governor Rama Gandhi of the Central Bank of India "urged banks to work to develop applications for digital currencies
and distributed ledgers.
STATE BANK OF INDIA
State Bank of India (SBI) is an Indian multinational, public sector banking and financial services company. It is a government-owned corporation with its headquarters in Mumbai, Maharashtra. On 01.04.2017, State Bank of India, which is India's large Bank merged five of its Associate Banks (State Bank of Bikaner & Jaipur, State Bank of Hyderabad, State Bank of Mysore, State Bank of Patiala, and State Bank of Travancore), and Bharatiya Mahila. Bank with itself. This is the first-ever large-scale consolidation in the Indian Banking Industry.
With the merger, the State Bank of India will enter the league of top 50 global banks with a balance sheet size of $ 41 trillion, 277,000 employees, 500 million customers, and more than 22,500 branches and 58,000 ATMs. SBI's market share will increase to 22 percent from 17 percent. It has 198 offices in 37 countries; 301 correspondents in 72 countries. The company is ranked 232nd on the Fortune Global 500 list of the world's biggest corporations as of 2016.
PRODUCT & SERVICES OF
SBI
Payments/Transfer
·
Funds Transfer
·
Intra-Bank Transfer
·
RTGS/NEFT
·
Credit Card (VISA)
·
IMPS Payments
·
NRI EZ Trade Funds Transfer
·
E
– Deposits
·
E-TDR/e-STDR
under Income Tax Savings Scheme
·
Smart Cards
·
MasterCard Foreign Travel
Card
VALUE-ADDED SERVICES
·
Western
Union Service
· NPS Contribution
·
Power
Jyoti Fee Collection (PUL)
·
Home Loan
Provisional Interest Certificate
·
Pay Tax using
ATM cum Debit Card
·
SSC and UPSC
Online Fee Collection
·
Viewing of Tax
Credit Statement Form(26AS)
·
Maharashtra
Government Professional Taxes (PTRC & PTEC) payment
FEATURES
Online banking
facilities typically have many features and capabilities in common, but also
have some that are application-specific. The common features fall broadly into
several categories:
A bank customer
can perform non-transactional tasks through online banking, including –
·
Viewing
account balances
·
Viewing
recent transactions
·
Downloading
bank statements,
for example in PDF format
·
Viewing
images of paid cheques
·
Ordering checkbooks
·
Download
periodic account statements
·
Downloading
applications for M-banking, E-banking, etc.
·
Bank
customers can transact banking tasks through online banking, including –
·
Funds transfers between the customer's linked accounts
·
Paying
third parties, including bill payments (see, e.g., BPAY) and third-party fund transfers (see, e.g., FAST)
· Investment purchase or sale
·
Loan
applications and transactions, such as repayments of enrollments
·
Credit
card applications
·
Register
utility billers and make bill payments\
ADVANTAGES
There are some advantages
to using e-banking both for banks and customers:
·
Permanent
access to the bank
·
Lower
transaction costs / general cost reductions
·
Access anywhere
·
Less
time consuming
·
Very
safe and secure method
·
Helps
to transfer the money immediately and accurately
·
Security
of account
On 7 October 2014, Arundhati Bhattacharya
became the first woman to be appointed Chairperson of the bank.
Associate banks
SBI now has one
associate bank, down from the eight that it originally acquired in 1959. 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:
1.
State Bank of
Patiala (founded 1917)
2.
State Bank of
Mysore (founded 1913)
3.
State Bank of
Bikaner & Jaipur (founded
1963)
4.
State Bank of
Hyderabad (founded 1941)
5.
State Bank of
Travancore (founded 1945)
6. Bharatiya Mahila Bank(founded 2013) The banks which are merged are:
·
State Bank of
Saurashtra (merged 2008)
·
State Bank of
Indore (merged 2010)
The negotiations for merging of 5 associate banks State Bank of Bikaner and Jaipur, State Bank of Hyderabad, State Bank of Mysore, State Bank of Patiala, and State Bank of Travancore, and Bharatiya Mahila Bank by acquiring their businesses including assets and liabilities with SBI started in 2016. The merger of these six subsidiaries was approved by
Union Cabinet
on 15 June 2016. The State Bank of India and all its associate banks are
identified by the same blue keyhole logo. The State Bank of India word mark usually
has one standard typeface but also utilizes other typefaces.
On 15 February
2017, the Union Cabinet approved the merger of 5 associate banks with SBI.
Non-banking subsidiaries
Apart from its
five associate banks, SBI also has the following non-banking subsidiaries:
·
SBI
Funds Management Pvt Ltd
·
SBI
Factors & Commercial Services Pvt Ltd
·
SBI Cards & Payments Services Pvt. Ltd. (SBICPSL)
·
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.
Other SBI service point
As of 31 March 2016, SBI has 49,577 ATMs & SBI group (including associate banks) has 58,541 ATMs.
LISTING & SHAREHOLDING
As of 20 January 2017, the Government of India held around
62.22% equity shares in SBI. Life Insurance Corporation of India https://examstudie.blogspot.com/is the largest non-promoter shareholder in the company
with 11.27% shareholding.
|
Shareholders |
Shareholding |
|
Promoters: Government of India |
62.22% |
|
Banks & Insurance Companies |
11.18% |
|
FIIs/GDRs/OCBs/NRIs |
9.12% |
|
Mutual Funds & UTI |
7.88% |
|
Others |
9.6% |
|
Total |
100.0% |
FUNCTIONS PERFORMED BY SBI
1. Central Banking Functions:
The SBI performs several functions on behalf of the Reserve Bank of India.
(a) It acts as the agent of the RBI where the latter has no branch,
(b)
It receives money on
behalf of the Central and State Governments and makes payments on their behalf,
(c)
It buys
and sells securities on behalf of the
Government and manages the public debt,
(d)
It receives deposits
from commercial banks and state cooperative banks and in turn leads to them,
(e)
It provides remittance facilities to these banks.
(f) It rediscounts their bills of exchange,
(g)
It acts as a clearinghouse at places
where the RBI has no office.
2. Accepts Deposits:
The State Bank accepts deposits of all kinds from the
Indian public and NRIs in rupees and foreign currencies.
3. Gives Loans and Advances:
It gives loans and advances against eligible security
including goods, bills of exchange, promissory notes, fully paid shares, debentures, or other securities of civil authority, etc.
4. Invests and Borrows:
The SBI invests in Government securities and borrows from the Reserve Bank.
5. Deals in Bills of Exchange:
The State Bank draws, accepts, discounts buys, and sells
bills of exchange and deals in letters of credit payable in and outside India.
6. Deals in Gold and Silver:
The SBI buys and sells gold and silver. In June and July
1991, it sold gold to the Swiss Bank and pledged gold to the Bank of England on
behalf of the Reserve Bank.
7.
Deals in Foreign Currencies:
The SBI is an authorized agent for dealing in foreign currencies. As such, it exchanges foreign currencies in Indian rupees and rupees into foreign currencies.
8.
Acts as Agent:
It acts as the agent of any registered cooperative bank.
9.
Business on Commission:
The State Bank transacts pecuniary business on commission.
10.
Underwrites Issues:
It underwrites issues of stocks,
shares, debentures, and other securities in which
it is authorized to invest.
11.
Capital Stock of Banking Company:
It can subscribe to, buy, acquire,
hold and sell any shares in the capital stock of any banking company.
12.
Form Subsidiary:
It can form any banking company as its subsidiary or take over any banking company in the direction of the Reserve Bank.
13.
Hire Purchase Companies:
It is authorized
to make loans and advances to firms and companies engaged in the financing of hire-purchase
transactions on the security of book debts, etc. subject to the approval of
the Central Board.
14.
Housing Schemes:
The State Bank is authorized to act as an
agent of the Central Government, a State Government, or any corporation in
implementing schemes for financing the construction of houses and manage the
funds placed at its disposal for this purpose.
15.
Finances Foreign Trade:
The SBI finances
the foreign trade of the country.
ADVANTAGES AND DISADVANTAGES OF ONLINE BANKING
The World Wide Web has permeated virtually every aspect of modern life. If you have access to a computer with an Internet connection, an almost limitless amount of goods, services, and entertainment choices are at your fingertips. You can do just about anything online, including your banking and financial transactions. After all, online banking has both advantages and disadvantages, namely:
ADVANTAGES
·
It's generally secure
But make sure that the website you're using has a valid
security certificate. This lets you know that the site is protected from cyber thieves looking to steal your personal and financial information.
·
You have twenty-four-hour access
When your neighborhood bank closes,
you can still access your account and make transactions online. It's a very
convenient alternative for those that can't get to the bank during normal hours
because of their work schedule, health, or any other reason.
·
You can access your account
from virtually anywhere
If you're on a business trip or vacationing away from
home, you can still keep watchful on your money and financial transactions -
regardless of your location.
·
Conducting business online is
generally faster than going to the bank
Long teller lines can be time-consuming, especially on a Pay Day.
But online, there are no lines to contend with. You can access your account
instantly and at your leisure
·
Many features and services are
typically available online
For example, with just a few clicks you can apply for loans, check the progress of your investments, review interest
rates, and gather other important information that may be spread out
over several different brochures in the local bank.
DISADVANTAGES
·
Yes,
online banking is generally secure, but it certainly
isn't always secure
Identity
theft is running rampant, and banks are by no means immune. And once
your information is compromised, it can take months or even years to correct
the damage, not to mention possibly costing you thousands of dollars, as well.
·
Some online banks are more
stable than others
Not all online setups are an extension of a brick-and-mortar bank. Some operate completely in cyberspace, without the benefit of a
branch that you can actually visit if need
be. With no way to physically check out the operation, you must be sure to thoroughly do your
homework about the bank's background before giving them any of your money.
· Before using a banking site that you aren't familiar with, check to make sure that their deposits are FDIC-insured. If not, you could possibly lose all of your deposits if the bank goes under, or its major shareholders decide to take an extended vacation in Switzerland.
·
Customer service can be below
the quality that you're used to
Some people simply take comfort in being able to talk to another
human being face-to-face if they experience a problem. Although most major
banks employ a dedicated customer service department specifically for online
users, going through the dreaded telephone menu can still be quite irritating
to many. Again, some are considerably better (or worse) than others
·
Not all online transactions are
immediate
Online banking is subject to the same business-day parameters as
traditional banking. Therefore, printing out and keeping receipts is still very
important, even when banking online.
Online banking does have pros and cons. However,
it's not only the wave of the future, but it's also the wave right now, and the clock
isn't likely to go backward. If you take reasonable care to safeguard your
personal and financial information, you'll likely find that online banking is a
convenient tool that you can easily live with. Eventually, you'll probably even
wonder how you ever lived without it.
RESEARCH METHODOLOGY
The
purpose of the methodology section in
the report makes is to describe the research process that is followed while
doing the main part. This would however include the research design, the
sampling procedure, and the data collection method.
NEED OF STUDY
To identify the customer perception toward online
banking and to know the customer awareness about online banking.
SCOPE OF THE STUDY
The scope of the study was restricted in Solan (H.P), the study of customer perception towards online banking services of state bank of
India at Solan.
OBJECTIVES OF THE STUDY
The present study of the customer perception toward online banking services of SBI at Solan has the following objectives:
1) To know the awareness level of customers toward online banking
2) To study the reasons for which customers use the online banking service of SBI Bank
3) To analyze customer satisfaction levels toward online banking.
RESEARCH DESIGN
•
A research design is the arrangement of conditions for the collection & analysis of data in a
manner that aims to combine
relevance to the researcher's purpose with economy in procedure.
•
It constitutes the blueprint for the collection, measured and analysis of data.
As such the design includes an
outline of what the research will do from writing the hypothesis and its operational
implication of data.
SAMPLE DESIGN
A sample is a definite plan for obtaining a sample from
a given population. It refers to the technique to the procedure adopted in
selecting items for the sampling design is as below:
SAMPLE UNIT
A decision has to be
taken concerning a sampling unit before
selecting the sample. a sampling unit I be a geographical one such as state, district, village, etc., or
a construction unit such as a house, flat, etc.
or it may be having a social unit such as family, club, school, etc. or it
may be individual.
SAMPLE DESIGN
This refers to the
number of times to be selected
from the universe to constitute a sample. The size of the sample should neither be excessively large nor too small, it
should be optimum. In this
study, the sample size consists of 50 respondents.
SAMPLING TECHNIQUE
Sampling procedure refers to the technique which is used in selecting the items for the sample infect, this technique itself there is the various technique of sampling. The sampling procedure for the study will be convenience sampling.
DATA COLLECTION
Primary data
Primary data is that kind of data that is collected directly by the
investigator himself for the purpose of the specific study. Primary data is
collected by the investigator through interviews of company employees, vendors,
distributors, etc. The data collected is original in character.
I have used a well-designed questionnaire as a research instrument tool. All the questions in the questionnaire will be organized in such a way that elicits all the relevant information that is needed for the study.
Questionnaire design
It consists of a set of questions. My study questionnaire has been
divided into two parts as Section-A and Section-B.
SECTION-A contains the details of the person who filled out the questionnaire.
SECTION-B
contains
questions related to the study.
Various types
of questions have been used in the questionnaire-
· Closed-ended
·
Opened ended
Secondary Data
Where the investigator used the data that has been already
collected by others, is called
secondary data. The secondary data could be
collected from journals, libraries, magazines, fairs and conferences, and other
publications.
TOOLS FOR THE
STUDY:
Keeping in view the nature of data first data will be presented in
the tabular form and thereafter analyzed with the help of the percentage method
Percentage method:
It is used to draw specific inferences from the collected data that
is to fulfill the objectives of finding out Employee Perception in the organization.
The formula used is:
[P = Q/R*100]
P = Reading in percentage
Q = Number of respondents falling on a specific category to be measured.
R = Total number of respondents.
LIMITATIONS OF THE STUDY
1. This study is restricted
to the District Solan (H.P) only.
2. The primary data used for the present
study is very time-consuming
3. The primary data obtained consists
of personal biases of the respondents & even then on- a response factor
was observed.
4. To obtain the secondary data which is sufficiently accurate & which exactly
fits the need of the study is difficult
to find.
5. The data collected by using a
questionnaire, involves uncertainty about the response given by the respondent
& hence the accuracy of the answers given is difficult to presume.
In table 3.1 an attempt has been made to classify the respondents based on their gender. It is observed from table 3.1 that out of 50 respondents who participated in the survey 64 percent of respondents are male while the remaining 36 percent of respondents are female.
Table
3.1
CLASSIFICATION
OF RESPONDENTS BASED ON THEIR GENDER
|
Sr. No. |
Gender |
Respondent |
Percentage |
|
1 |
Male |
32 |
64 |
|
2 |
Female |
18 |
36 |
|
|
Total |
50 |
100 |
So, it is concluded that the majority of the respondent is male.
In table 3.2 an attempt has been made to classify the respondent based on their age. It is observed from table 3.2 that out of 50 respondents who participated in the survey 72 percent of respondents are falling into the age category of 18-35 while the remaining 28 percent of respondents are falling into 36-50.
Table
3.2
CLASSIFICATION
OF RESPONDENTS ACCORDING TO THEIR AGE
|
Sr. No. |
AGE |
Respondent |
Percentage |
|
1 |
18-35 |
36 |
72 |
|
2 |
36-50 |
24 |
28 |
|
|
Total |
50 |
100 |
Source: - Data collected through
questionnaire
So, it is concluded that the majority of the
respondents fall under the age of 18-35.
In table 3.3 an attempt has been made to classify the respondent based on their monthly income. It is observed from table 3.5 that out of 50 respondents who participated in the survey 44 percent respondents lies in the income level group of below Rs.10000, followed by 36 percent respondents falling in the Rs.10000-20000 and the remaining 20 percent respondents and 14 percent respondents lies in the monthly income level group of above Rs.30000 respectively.
Table 3.3
CLASSIFICATION OF RESPONDENTS BASED ON THEIR MONTHLY INCOME
|
Sr. No. |
Income (Rs.) |
Respondents |
Percentage |
|
1. |
Below-10000 |
22 |
44 |
|
2. |
10000-20000 |
18 |
36 |
|
3. |
20000-30000 |
7 |
14 |
|
4. |
Above-30000 |
3 |
6 |
|
|
Total |
50 |
100 |
Source:
- Data
collected through Questionnaire
So, it is concluded that the majority of the respondents lie in the
group below Rs 10000 monthly income level.
In table 3.4, an attempt has been made to classify the respondents based on their awareness level about online banking. It is observed from table 3.4 that out of 50 respondents who participated in the survey 100 percent of respondents are aware of online banking.
Table
No. 3.4
CLASSIFICATION
OF RESPONDENTS BASED ON THEIR AWARENESS LEVEL ABOUT ONLINE BANKING
|
Sr. No. |
Responses |
Respondents |
Percentage |
|
1 |
Yes |
50 |
100 |
|
2 |
No |
0 |
0 |
|
|
Total |
50 |
100 |
Source: Data collected through questionnaire.
So, it is concluded that the majority of the
respondents are aware of online banking.
In table 3.5, an attempt has been made to classify the respondent based on using online banking services. It is observed from table 3.5that out of 50 respondents who participated in the survey 72 percent of respondents are using online banking and 28 percent not using online banking services.
Table
No. 3.5
CLASSIFICATION OF RESPONDENTS BASED ON USE OF ONLINE BANKING SERVICES
|
Sr. No. |
Responses |
Respondents |
Percentage |
|
1 |
Yes |
36 |
72 |
|
2 |
No |
14 |
28 |
|
|
Total |
50 |
100 |
Source: Data collected through questionnaire.
In table 3.6, an attempt has been made to classify the response of respondents based on their different accounts in SBI. It is observed from table 3.6that out of 50 respondents who participated in the survey 62 percent of respondents have saving A/c, 20 percent of respondents have fixed A/c & 12 percent of respondents have other A/c & 6 percent have current A/c in SBI.
Table
No. 3.6
CLASSIFICATION
OF RESPONDENTS BASED ON ACCOUNT THEY HELD IN SBI.
|
Sr. No. |
Accounts |
Respondents |
Percentage |
|
1 |
Current A/C |
3 |
6 |
|
2 |
Saving A/C |
31 |
62 |
|
3 |
Fixed A/C |
10 |
20 |
|
4 |
Other A/C |
6 |
12 |
|
|
Total |
50 |
100 |
Source: Data collected through questionnaire.
So, it is concluded that the majority of the
respondents are saving A/c in SBI.
In table 3.7, an attempt has been made to classify the response of respondents based on the frequency of using online banking services. It is observed from table 3.7 that out of 50 respondents who participated in the survey 56 percent of respondents are using online banking services monthly, 20 percent of respondents are using online banking services weekly, 14 percent of respondents are using online banking services daily& 10 percent of respondents are using online banking services on other bases.
Table
No. 3.7
CLASSIFICATION
OF RESPONDENTS BASED ON HOW OFTEN THEY USE ONLINE BANKING.
|
Sr. No. |
Responses |
Respondent |
Percentage |
|
1 |
Daily |
7 |
14 |
|
2 |
Weekly |
10 |
20 |
|
3 |
Monthly |
28 |
56 |
|
4 |
Other |
5 |
10 |
|
|
Total |
50 |
100 |
Source: Data collected through questionnaire.
So, it is concluded that the majority of the respondents of using online
banking on is a monthly basis.
In table no 3.8, an attempt has been made to classify the response of respondents based on their favorite place to use online banking services. It is observed from table 3.8 that out of 50 respondents who participated in the survey 62 percent of respondents most favorable device to use online banking services is mobile phones, 18 percent of respondents are using their office pc & 12 percent respondents are using home pc & 8 percent use other things to use online banking service
Table
No. 3.8
CLASSIFICATION
OF RESPONDENTS BASED ON THEIR MOST FAVOURABLE DEVICE TO USE ONLINE
BANKING SERVICES
|
Sr. No. |
Responses |
Respondents |
Percentage |
|
1 |
Home PC |
6 |
12 |
|
2 |
Office PC |
9 |
18 |
|
3 |
Mobile phones |
31 |
62 |
|
4 |
Other |
4 |
8 |
|
|
Total |
50 |
100 |
Source: Data collected
through questionnaire.
So, it is concluded that the majority of the respondents are
using mobile phones for online banking services.
In table no 3.9, an attempt has been made to classify the respondents based on what problem they face while visiting the bank branch place. It is observed from table 3.9 that out of 50 respondents who participated in the survey 66 percent of respondents are face waiting for problems, 16 percent of respondents are facing distance problems & 12 percent respondents are face opening time problems & 8 percent are face quality of service problems while they visiting personally the bank branch.
Table
No. 3.9
CLASSIFICATION
OF RESPONDENTS BASED ON PROBLEMS FACED BY THEM WHILE VISITING THE BANK
BRANCH
|
Sr. No. |
Responses |
Respondent |
Percentage |
|
1 |
Waiting |
32 |
64 |
|
2 |
Distance |
8 |
16 |
|
3 |
Opening time |
6 |
12 |
|
4 |
Quality of service |
4 |
8 |
|
5 |
None |
0 |
0 |
|
|
Total |
50 |
100 |
Source: Data collected
through questionnaire.
So, it is concluded that the majority of the
respondents are facing a waiting problem.
In table no 3.10, an attempt has been made to classify the respondents based on that what factors encourage them toward online banking. It is observed from table 3.9 that out of 50 respondents who participated in the survey, 44 percent of respondents encourage from time-saving, 20 percent of respondents are encouraged toward online banking services by reward, 22 percent of respondents are encouraged from free transaction feature & 10 percent of respondents are encourage with the high-security feature& 8 percent of respondents encourage from other feature of online banking service.
Table
No. 3.10
CLASSIFICATION
OF RESPONDENTS BASED ON THE FACTOR THAT ENCOURAGES THEM TOWARD ONLINE
BANKING
|
Sr. No. |
Responses |
Respondent |
Percentage |
|
1 |
Rewards |
8 |
16 |
|
2 |
Time-saving |
22 |
44 |
|
3 |
Higher security |
5 |
10 |
|
4 |
Free transaction |
11 |
22 |
|
5 |
Other |
4 |
8 |
|
|
Total |
50 |
100 |
Source: Data collected
through questionnaire.
So, it is concluded that the majority of the respondents encourage by the time-saving feature.
In table no 3.11, an attempt has been made to classify the respondents based on security in online banking services. It is observed from table 3.11that out of 50 respondents who participated in the survey 52 percent of respondents say the security of online banking services is average, 24 percent of respondents says high, 16 percent of respondents say low& 8 percent of respondents says not at all security in online banking services.
Table
No. 3.11
CLASSIFICATION OF THE RESPONDENTS BASED ON SECURITY IN ONLINE BANKING SERVICE
|
Sr. No. |
Security |
Respondent |
Percentage |
|
1 |
High |
12 |
24 |
|
2 |
Average |
26 |
52 |
|
3 |
Low |
8 |
16 |
|
4 |
Not at all |
4 |
8 |
|
|
Total |
50 |
100 |
Source: Data collected
through questionnaire.
So, it is
concluded that the majority of the respondents fall in average security in online
banking services.
In table no 3.12, an attempt has been made to classify the respondents on the basis
their trust in banks only operates online. It is
observed from table 3.12 that out of 50 respondents who participated in the survey 50 percent of respondents trust
completely on the bank that operates
online only, 24 percent of respondents
trust somewhat, 18 percent of respondents trust dubiously & 8 percent of
respondents trust not at all on the bank
which operates online only.
Table No. 3.12
RESPONDENTS BASED ON THEIR TRUST IN A BANK THAT ONLY OPERATES ONLINE.
|
Sr. No. |
Responses |
Respondent |
Percentage |
|
1 |
Completely |
12 |
24 |
|
2 |
Somewhat |
25 |
50 |
|
3 |
dubious |
9 |
18 |
|
4 |
Not at all |
4 |
8 |
|
|
Total |
50 |
100 |
Source: Data collected
through questionnaire
So, it is concluded that the majority of the respondents completely
trust banks that only operate online.
In table no 3.13, an attempt has been made to classify the respondents based on the main reason to choose online banking services of SBI. It is observed from table 3.13 that out of 50
respondents who participated in the survey
40 percent of respondents give their main reason to choose online banking
service of SBI is because of 24
hours A/c access, 30 percent of respondents main
reason is convenience, 20
percent of respondents main reason is to save
time & 10 percent respondents have
other reasons to choose online banking service of SBI.
Table
No. 3.13
CLASSIFICATION OF RESPONDENTS BASED ON MAIN REASON TO CHOOSE ONLINE BANKING SERVICES OF SBI.
|
Sr. No. |
Responses |
Respondent |
Percentage |
|
1 |
Convenience |
15 |
30 |
|
2 |
To save time |
10 |
20 |
|
3 |
24 hours A/C access |
20 |
40 |
|
4 |
Other |
5 |
10 |
|
|
Total |
50 |
100 |
Source: Data collected
through questionnaire.
So,
it is concluded that the majority of the respondents’ main reason is 24 hours A/c access.
In table 3.14, an attempt has been made to classify
the respondents based on which
online feature they use online. It is observed from table 3.14 that out of 50
respondents who participated in the survey
56 percent of respondents use to make an A/c inquiry feature of online
banking, 20 percent of respondents use
pay bill feature, 14 percent of respondents use a feature of online transfer
funds between A/c & 10 percent respondents are using other feature of online
banking service.
Table
No. 3.14
CLASSIFICATION OF RESPONDENTS BASED ON MAIN FEATURE THEY USE ONLINE BANKING
|
Sr. No. |
Responses |
Respondent |
Percentage |
|
1 |
Pay bill |
10 |
20 |
|
2 |
Transfer funds b/w A/C |
7 |
14 |
|
3 |
Make
an A/C inquiry |
28 |
56 |
|
4 |
Other |
5 |
10 |
|
|
Total |
50 |
100 |
Source: Data collected
through questionnaire.
So, it is concluded that the majority of the respondents use the feature of making an A/c inquiry.
In table 3.15, an attempt has been made to classify the respondent based on choosing online banking of SBI. It is observed from table 3.14 that out of 50 respondents who participated in the survey 40 percent of respondents choose online banking service of SBI for their excellent services, 32 percent of respondent’s choose SBI because they have traditional a/c, 18 percent of respondents choose for the brand name of SBI & 10 percent respondents have other reason to choose online banking service of SBI.
Table No. 3.15
CLASSIFICATION OF RESPONDENTS BASED ON WHY THEY
CHOOSE
ONLINE SERVICE OF SBI
|
Sr. No. |
Responses |
Respondent |
Percentage |
|
1 |
I have traditional
A/c |
16 |
32 |
|
2 |
The brand name of
the bank |
9 |
18 |
|
3 |
The excellent
service by the bank |
20 |
40 |
|
4 |
Other |
5 |
10 |
|
|
Total |
50 |
100 |
Source: Data collected through Questionnaire
So, it is concluded that the majority of the respondents choose for excellent
service of SBI.
In table 3.16, an attempt has been made to classify the respondent based on their need for online banking fulfilled by SBI. It is observed from table 3.15 that out of 50 respondents who
participated in the survey 72 percent of
respondents responded that SBI fulfills their needs of online banking and 28 percent of respondents’ internet banking
needs are not fulfilled by SBI.
Table
No. 3.16
CLASSIFICATION
OF RESPONDENTS BASED ON THEIR NEEDS OF ONLINE BANKING FULFILLED BY SBI
|
Sr. No. |
Responses |
Respondent |
Percentage |
|
1 |
Yes |
36 |
72 |
|
2 |
No |
14 |
28 |
|
|
Total |
50 |
100 |
Source: Data collected
through questionnaire.
So, it is concluded that the majority of the respondents that SBI
fulfilled their needs of online banking.
In table No 3.17, an attempt has been made to classify the respondents based on the period they held an account in SBI. It is observed from table 3.16 that out of 50 respondents who participated in the survey 44 percent of respondents held their A/c in SBI less than 5 years, 36percent held A/c from 10 years, 16 percent of respondents held their A/c from 1 year & 14 percent respondents held another period with their A/c in SBI
Table
No. 3.17
CLASSIFICATION
OF RESPONDENTS BASED ON THE PERIOD THEY HELD ACCOUNT IN SBI.
|
Sr. No. |
Responses |
Respondent |
Percentage |
|
1 |
Less than 5 years |
22 |
44 |
|
2 |
10 years |
13 |
26 |
|
3 |
I year |
8 |
16 |
|
4 |
Other |
7 |
14 |
|
|
Total |
50 |
100 |
Source: Data collected
through questionnaire.
So,
it is concluded that the majority of the respondents held their A/c in SBI for less
than 5 years.
In table no 3.18, an attempt has been made to classify the respondents based on the core online banking facility provided by SBI. It is observed from table 3.17 that out of 50 respondents who participated in the survey 90 percent of respondents responded that SBI has a core banking facility to their customers and only 10 percent of respondents responded that SBI has no core banking facility for their customers.
Table
No. 3.18
CLASSIFICATION
OF THE RESPONDENTS BASED ON CORE ONLINE BANKING FACILITY PROVIDED BY SBI
|
Sr. No. |
Responses |
Respondent |
Percentage |
|
1 |
Yes |
45 |
90 |
|
2 |
No |
05 |
10 |
|
|
Total |
50 |
100 |
Source: Data collected through
questionnaire.
So, it is concluded that the majority of the
respondents are SBI have core banking facility to their customer.
In table no 3.19, an attempt has been made to classify the respondents based on their satisfaction level about overall online banking services provided by SBI. It
is observed from table 3.18 that out
of 50 respondents who participated in the survey
44 percent of respondents feel that overall online banking quality is excellent of SBI, 36 percent are
feeling very good & 20 percent good about the overall banking service quality of SBI.
Table
No. 3.19
ACTION OF
RESPONDENTS BASED ON THEIR SATISFACTION LEVEL ABOUT OVERALL ONLINE
BANKING SERVICES PROVIDED BY SBI
|
Sr. No. |
Responses |
Respondent |
Percentage |
|
1 |
Excellent |
22 |
44 |
|
2 |
Very good |
18 |
36 |
|
3 |
good |
10 |
20 |
|
4 |
Neutral |
0 |
0 |
|
|
Total |
50 |
100 |
Source: Data collected
through questionnaire.
So, it is concluded that the majority of the respondents that the
overall online banking service quality of SBI is excellent.
In table 3.20, an attempt has been made to classify the respondent based on online banking services of SBI recommended to other people. It is observed from table 3.19 that out of 50
respondents who participated in the survey
90 percent of respondents have the opinion that they will recommend online banking
services of SBI to other people and 10
percent of people do not want to recommend online banking services of SBI to other people.
Table
No. 3.20
CLASSIFICATION
OF RESPONDENTS BASED ON ABOUT ONLINE BANKING SERVICES OF SBI RECOMMENDED
TO OTHER PEOPLE
|
Sr. No. |
Responses |
Respondent |
Percentage |
|
1 |
Yes |
45 |
90 |
|
2 |
No |
5 |
10 |
|
|
Total |
50 |
100 |
Source: Data collected
through questionnaire.
So, it is concluded that the majority of the respondents about online banking services of SBI recommends to other people.
CONCLUSION
This study was accomplished to determine the customer perception towards online banking services of SBI. The study states that online banking is a wide concept and it allows banks to execute their financial operation via the internet. It provides greater reach to customers. Feedback can be obtained easily as internet virtual in nature. Customer loyalty can be gained by giving personal attention to customers and it will enhance the service quality of banks.
After
this study, we come to know that online banking is clearly the way forward for
the state bank of India. The State Bank of
India is said to be the largest banking unit in India. It has been
widely spread across India. Reportedly, 500 million customers, more than
22,500 branches, and 58,000 ATMs. 16,000 are functioning across India. And also
the SBI has spread overseas. It offers the best and innumerable services to its
clients across the world.
So with this, the SBI uses online banking services to
reach their customer across the world. Total online SBI services are available
at onlinesbi.com's official website.
This site helps every customer of SBI to know about the product and services
and it provides comfort to its customer and saves their time as well as the
bank by its incredible online banking services.
After all, the bank should know that no system is perfect;
however, a system of such a type will need to be
very secure. This is a system
that holds account detail and customer wealth. if such a system was not
trusted & not reliable, then SBI should take
action regarding the security of online
banking transactions made by customers to ensure
that they completely trust a bank to only operate online.
FINDINGS
From the
research study following findings can be drawn:
·
In this study male respondents
are more than female respondents.
·
A maximum respondent
under the age of 18-35 & very few is above 37.
·
Majority of the respondents
lie in the group of below 10000
monthly income levels.
·
All the respondents are aware
of online banking services.
·
Maximum numbers of
respondents are using online banking services.
·
Maximum number of
respondents has saved a/c in SBI
·
Most of the respondents use online
banking on monthly basis and very few are using it daily and weekly.
·
Majority of
respondents say that their favorite
place to use online banking services is
mobile phones.
· a Maximum number of
respondents are facing the problem of waiting
when they personally visit the bank branch.
·
Majority of
respondents say that the time-saving feature encourages them toward online
banking.
· the Maximum number of
respondents says that there is average
security in online banking services
· the Maximum number of respondents
says that the SBI fulfills their
entire needs of online banking.
· a Maximum number of respondents
says that they held a/c in SBI for less than 5 years.
·
Maximum number of respondents
says that the SBI provides core
banking facility to their customer
· Majority of the respondents say that the overall internet quality of SBI is excellent.
The majority of the respondents say that they recommend SBI bank to other people
SUGGESTIONS
·
Customer satisfaction should be the aim of SBI.
·
Bank should increase their
customer by providing outstanding services. A new online banking feature should be
introduced by a bank so that consumer gets
more benefit through online banking.
·
Bank should provide secure
online banking to increase the security of online transactions.
·
Proper records should be maintained of all online transactions.
· Consumers should be informed with every transaction which
changes their account status.
·
The personal information of
customers should be secure from
online frauds.
· Consumers should be informed with their latest updates in online
banking.
· Bank should provide easy online applications so that every customer can use the online banking services of SBI.
Reference boo
C.R. Kothari,
“Research Methodology: Methods and Techniques”, Second (revised) edition, New
age publications, India.
Websites:-
http://www.businessdictionary.com/definition/customer-perception.html
https://www.reference.com/business-finance/customer-perception- 7e490f419d41a746
https://www.slideshare.net/ssmTiwari/a-project-report-on-internet-banking
QUESTIONNAIRE
I
am ................student of ................semester,
is conducting a survey on “A study on
Recruitment and Selection at Courtesy Honda Solan Himachal Pradesh” For
this purpose I need your cooperation in filling this questionnaire. It will take a few minutes of your precious time. I assure you that the information obtained is for
general purposes only.
Section - A
1. Name……………………
2. Address…………………
3. Gender
Male Female
4.
Age
18-35 36-50
5.
Monthly Income
Below 10000 
10000-20000
20000-30000
Above-30000
SECTION
- B
1. Are you aware of online banking?
Yes No
2. Do you use internet banking?
Yes No
3. What are the different types of accounts you
maintain with SBI?
A.
Current a/c
B.
Saving a/c
C.
Loan a/c
D.
Fixed deposit a/c
4.
How often do you use internet banking services?
A.
Daily
B.
Weekly
C.
Monthly
D.
Other
5. Which place do you use to access your internet bank a/c?
A.
Home PC
B.
Office PC
C.
Cyber café
D.
Others
6. What are the problems you face while visiting the bank branch?
A.
Waiting
B. Distance (proximity problem)
C.
Opening times
D.
Quality of service
E.
None
7. What would encourage you more towards online
banking services?
A.
Reward
B.
Time-saving
C.
Higher security
D.
Free transaction
E.
Other
8. Do you trust the security of online banking services?
A.
Completely
B.
Somewhat
C.
Dubious
D.
Not at all E.
9. Do you trust banks that only operate online?
A.
Completely
B. Somewhat
C.
Dubious
D.
Not at all
10. What were your reasons for choosing an online banking service?
1.
Convenience
2.
To save time
3.
24 hours a/c
access
4.
other
11. Which online feature do you use regularly?
A.
Pay bill
B.
Transfer funds b/w accounts
C.
Make an account inquiry
D.
Other
12. What is the reason that you choose SBI bank online service?
A.
I have a traditional bank account with SBI
B.
The brand name of the bank
C.
The excellence service by the bank
D.
Other
13. Do you think that SBI carts your entire internet banking needs?
Yes No
14. Does SBI have a core
internet banking facility for the customer?
Yes No
15. For the past how many years have you had an account with SBI?
A. Less than 5 years
B. 10 years
C. 1 year
D. Other
16. Are you satisfied with the overall internet banking
service provided by SBI?
A.
Excellent
B.
Very Good
C.
Good
D.
Neutral
17. Would you recommend SBI bank to your friend or relative or associates?
Yes No
Suggestion ………………………………………
Thank
you for your precious time
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