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See the attached file please

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1.1 Purpose of the study

The main purpose of this study to get an overview of the internet banking sector in the Indian economy and study as to how it has helped change the banking habits of various individuals






1.2 Research Objectives of the study

Objectives of a project tell us why project has been taken under study. It helps us to know more about the topic that is being undertaken and helps us to explore future prospects of the topic. Basically it tells what all have been studied while making the project.

The various research objectives of the study are:

1. To study the internet banking facilities offered by the banks to its customers

2. To study as to how much internet banking has penetrated in the minds of the customers

3. To gain insights about functioning of internet banking.

4. To explore the future prospects of internet banking.

5. To study the benefits that are provided to the individual under internet banking

1.3 Research Methodology


Research is a process through which we attempt to achieve systematically and with the support of data the answer to a question, the resolution of a problem, or a greater understanding of a phenomenon. This process, which is frequently called research methodology, has eight distinct characteristics:

1. Research originates with a question or problem.

2. Research requires a clear articulation of a goal.

3. Research follows a specific plan of procedure.

4. Research usually divides the principal problem into more manageable subproblems.

5. Research is guided by the specific research problem, question, or hypothesis.

6. Research accepts certain critical assumptions.

7. Research requires the collection and interpretation of data in attempting to resolve the problem that initiated the research.

8. Research is, by its nature, cyclical; or more exactly, helical.

Descriptive research is used in this project report in order to know about cash management services to clients and determining their level of satisfaction. This is the most popular type of research technique, generally used in survey research design and most useful in describing the characteristics of consumer behavior. The method used were following:





v        Questionnaire method

v        Direct Interaction with the clients.

1.3.1 Research Design: -

There are three kinds of research designs namely;

  • Exploratory
  • Descriptive
  • Causative


In my project, a Descriptive Research was initiated because it was generally a study which was carried out to describe the market characteristics of various airlines, and of Indian Airlines in particular, as well as the buying behaviour of travellers.


Situation Analysis: - Conducting a situational analysis means analysing the company, its market, its competition and the industry in general. The situation analysis is a background investigation. It involves obtaining information about the company and its business environment by means of library, research.



v        Primary Data: - The sources of Primary data were questionnaires and personal interviews.


v        Secondary data: - the sources of secondary data were internet, books and newspaper articles.

1.3.3 Sample design

Doing research via sampling was important because of impossibility of finding all of a population, as well as other restrictive parameters like cost, time etc. Our sampling decision should be in-coordination with the research and data objectives. The method opted for taking samples was `Non-probability sampling’. It was a `Purposive Non-probability sampling/ Judgement Sampling’ was used. The key assumption underlined this type of sampling is that, with sound judgement or expertise, and an appropriate strategy, one can carefully and consciously choose the elements to be included in the sample, so that samples can be developed that are suitable for one’s needs.

   Sample Size: - 80

1.3.4 METHOD OF DATA COLLECTION Instruments for data collection: -

The research instruments used for this survey were structured questionnaires. The questionnaires were designed to find the satisfaction levels of internet banking users.




 Questionnaire: -

A questionnaire consists of a set of questions prepared to respondents for their answers. Because of its flexibility, the questionnaire is by far the common instrument used to collect primary data. Closed Ended as well as Open Ended questionnaire were used in my market research .


  Drafting of a Questionnaire: -

The formulation of the questionnaire, i.e., the structure and the disguise to be used in the questionnaire depends upon the kind of information that is desired. Questionnaire was prepared over a period of 5 days by intensive brainstorming. Valuable advice regarding changes was given by my project guide, Ms. Richa Dabas, has resulted in the formulation of the questionnaire through which responses were collected and analysed. A copy of the questionnaire has been attached as an annexure to the project.

Since my objective was to derive out the maximum information out of the passengers without making the whole exercise boring and troublesome, I decided to keep majority of the questionnaire close-ended.

In order to generate and sustain the interest of the respondents, the initial questions pertained to the gathering of simple information like the knowledge of inetrenet banking, the choice of their bank and the main areas of their transactions. Since, I had to balance the twin objectives of gathering maximum information and at the same time retaining the interest of the customers, I was compelled to squeeze in a lot of questions and club them up in a single question.




The following are the limitations with this report



People have more faith on the conventional banking system rather than the internet banking



People were mostly unwilling to talk because of their heavy schedule or they get annoyed with the phone calls or even if they are asked about this face to face.



Some people think that transferring money is having a lot of risk and rather a waste of time so they don’t want to transfer their money in from their respective accounts




The very common difficulty in online trading is Fraud which can be faced by any customer. Fraud can take place in many ways like stolen of Password, online fund transfer to some other account, hacking etc. So some strict guidelines or actions should be taken by RBI in order to stop this kind of fraud which prevails online.






Sometimes, customers have to face the problem of slow interface which is not satisfactory from the customer’s point of view. Sometimes the network fails in middle of their transaction making them worried as to whether their transactions got completed of not.






Customers who do transfers online face the problem of proper knowledge regarding the use of their accounts. And all the services which the banks provide them with their accounts.



Electronic banking, also known as electronic funds transfer (EFT), is simply the use of electronic means to transfer funds directly from one account to another, rather than by cheque or cash. You can use electronic funds transfer to:


  • Have your paycheck deposited directly into your bank or credit union checking account.


  • Withdraw money from your checking account from an ATM machine with a personal identification number (PIN), at your convenience, day or night.


  • Instruct your bank or credit union to automatically pay certain monthly bills from your account, such as your auto loan or your mortgage payment.


  • Have the bank or credit union transfer funds each month from your checking account to your mutual fund account.


  • Have your government social security benefits check or your tax refund deposited directly into your checking account.


  • Buy groceries, gasoline and other purchases at the point-of-sale, using a check card rather than cash, credit or a personal check.
  • Use a smart card with a prepaid amount of money embedded in it for use instead of cash at a pay phone, expressway road toll, or on college campuses at the library's photocopy machine or bookstores.


  • Use your computer and personal finance software to coordinate your total personal financial management process, integrating data and activities related to your income, spending, saving, investing, recordkeeping, bill-paying and taxes, along with basic financial analysis and decision making.







Internet Banking lets you handle many banking transactions via your personal computer. For instance, you may use your computer to view your account balance, request transfers between accounts, and pay bills electronically.


Internet  banking system and method in which a personal computer is connected by a network service provider directly to a host computer system of a bank such that customer service requests can be processed automatically without need for intervention by customer service representatives. The system is capable of distinguishing between those customer service requests which are capable of automated fulfillment and those requests which require handling by a customer service representative. The system is integrated with the host computer system of the bank so that the remote banking customer can access other automated services of the bank. The method of the invention includes the steps of inputting a customer banking request from among a menu of banking requests at a remote personnel computer; transmitting the banking requests to a host computer over a network; receiving the request at the host computer; identifying the type of customer banking request received; automatic logging of the service request, comparing the received request to a stored table of request types, each of the request types having an attribute to indicate whether the request type is capable of being fulfilled by a customer service representative or by an automated system; and, depending upon the attribute, directing the request either to a queue for handling by a customer service representative or to a queue for processing by an automated system.


An unattended electronic machine in a public place, connected to a data system and related equipment and activated by a bank customer to obtain cash withdrawals and other banking services. Also called automatic teller machine, cash machine; Also called money machine.

An automated teller machine or automatic teller machine (ATM) is an electronic computerized telecommunications device that allows a financial institution's customers to directly use a secure method of communication to access their bank accounts, order or make cash withdrawals (or cash advances using a credit card) and check their account balances without the need for a human bank teller (or cashier in the UK). Many ATMs also allow people to deposit cash or cheques, transfer money between their bank accounts, top up their mobile phones' pre-paid accounts or even buy postage stamps.

On most modern ATMs, the customer identifies him or herself by inserting a plastic card with a magnetic stripe or a plastic smartcard with a chip, that contains his or her account number. The customer then verifies their identity by entering a passcode, often referred to as a PIN (Personal Identification Number) of four or more digits. Upon successful entry of the PIN, the customer may perform a transaction.

If the number is entered incorrectly several times in a row (usually three attempts per card insertion), some ATMs will attempt retain the card as a security precaution to prevent an unauthorised user from discovering the PIN by guesswork. Captured cards are often destroyed if the ATM owner is not the card issuing bank, as non-customer's identities cannot be reliably confirmed.


The Indian market today has approximately more than 17,000 ATM’s.


Undertaking a host of banking related services including financial transactions from the convenience of customers chosen place anywhere across the GLOBE and any time of date and night has now been made possible by introducing on-line Telebanking services. By dialing the given Telebanking number through a landline or a mobile from anywhere, the customer can access his account and by following the user-friendly menu, entire banking can be done through Interactive Voice Response (IVR) system. With sufficient numbers of hunting lines made available, customer call will hardly fail. The system is bi-lingual and has following facilities offered


  • Automatic balance voice out for the default account.
  • Balance inquiry and transaction inquiry in all
  • Inquiry of all term deposit account
  • Statement of account by Fax, e-mail or ordinary mail.
  • Cheque book request
  • Stop payment which is on-line and instantaneous
  • Transfer of funds with CBS which is automatic and instantaneous
  • Utility Bill Payments
  • Renewal of term deposit which is automatic and instantaneous
  • Voice out of last five transactions. 


A smart card usually contains an embedded 8-bit microprocessor (a kind of computer chip). The microprocessor is under a contact pad on one side of the card. Think of the microprocessor as replacing the usual magnetic stripe present on a credit card or debit card.

The microprocessor on the smart card is there for security. The host computer and card reader actually "talk" to the microprocessor. The microprocessor enforces access to the data on the card.


The chips in these cards are capable of many kinds of transactions. For example, a person could make purchases from their credit account, debit account or from a stored account value that's reload able. The enhanced memory and processing capacity of the smart card is many times that of traditional magnetic-stripe cards and can accommodate several different applications on a single card. It can also hold identification information, which means no more shuffling through cards in the wallet to find the right one -- the Smart Card will be the only one needed.











Smart cards can also be used with a smart card reader attachment to a personal computer to authenticate a user.

Smart cards are much more popular in Europe than in the U.S. In Europe the health insurance and banking industries use smart cards extensively. Every German citizen has a smart card for health insurance. Even though smart cards have been around in their modern form for at least a decade, they are just starting to take off in the U.S.


Debit cards are also known as check cards. Debit cards look like credit cards or ATM (automated teller machine) cards, but operate like cash or a personal check. Debit cards are different from credit cards. While a credit card is a way to "pay later," a debit card is a way to "pay now." When you use a debit card, your money is quickly deducted from your checking or savings account.


Debit cards are accepted at many locations, including grocery stores, retail stores, gasoline stations, and restaurants. You can use your card anywhere merchants display your card's brand name or logo. They offer an alternative to carrying a checkbook or cash.



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