mba project online banking services icici

7/26/2019 mba project ONLINE BANKING SERVICES icici

1/56

INTRODUCTION

E-banking:-

Internet banking (or E-banking) means any user with a personal computer and a browser

can get connected to his bank-s website to perform any of the virtual banking functions. In

internet banking system the bank has a centralized database that is web-enabled. All the

services that the bank has permitted on the internet are displayed in menu. Any service can

be selected and further interaction is dictated by the nature of service. nce the branch

offices of bank are interconnected through terrestrial or satellite links! there would be no

physical identity for any branch. It would a border less entity permitting anytime!

anywhere and any how banking. "he delivery channels include direct dialup connections!

private networks! public networks! etc. with the popularity of computers! easy access to

Internet and #orld #ide #eb (###)!

Internet is increasingly used by banks as a channel for receiving instructions and

delivering their products and services to their customers. "his form of banking is generally

referred to as Internet $anking! although the range of products and services offered by

different banks vary widely both in their content and sophistication.

Meaning of E-Banking

E-bank is the electronic bank that provides the financial service for the individual client by

means of Internet.

Electronic banking

is an umbrella term for the process by which a customer may perform banking transactions

electronically without visiting a brick-and-mortar institution. "he following terms all refer

to one form or another of electronic banking% personal computer (&') banking! Internet

banking! virtual banking! online banking! home banking! remote electronic banking! and

phone banking. &' banking and Internet or online banking is the most freuently used

designations. It should be noted! however! that the terms used to describe the various types

of electronic banking are often use interchangeably.

1


2/56

Electronic banking is an activity that is not new to banks or their customers. $ank shaving

has been providing their services to customers electronically for years through software

programs. "hese software programs allowed the users personal computer to dial up the

bank directly. In the past however! banks have been very reluctant to provide their

customers with banking via the Internet due to security concerns. "oday! banks seem to be

*umping on the bandwagon of Internet banking. #hy is there a sudden increase of bank

interests in the Internet+ "he first ma*or reason is because of them proved security and

encryption methods developed on the Internet. "he second reason is that banks did not

want to lose a potential market share to banks that were uick to offer their services on the

Internet.

,any of the banks like I'I'I! /'! IndusInd! I$I! 'itibank! 0lobal "rust $ank

(0"$)! $ank of &un*ab and 1"I were offering E-banking services. $ased on the above

statistics and the analysts comments that India had a high growth potential for e-banking

the players focused on increasing and improving their E-banking services. As a part of

this! the banks began to collaborate with functions online.

E-banking is defined as the automated delivery of new and traditional banking products

and services directly to customers through electronic! interactive communication channels.

E-banking includes the systems that enable financial institution customers. Individuals or

businesses! to access accounts! transact business! or obtain information on financial

products and services through a public or private network including the Internet!

'ustomers access e-banking services using an intelligent electronic device.

"he E-banking was firstly introduced in India by the I'I'I around 2334. "here after many

other banks like /'! IndusInd bank! I$I! 'itibank "rust $anks! 1"I! etc. followed

the service. As today private and foreign bank had started capturing the market through e-

banking hence 5the competition is heating up and the lack of technology can make a bank

loose a customer6 so now the public banks are breaking the shackles of traditional set-up

and gearing up to face the competition posed by the private sector counter parts.

2


3/56

The Global E-Banking Scenario

"he banking industry is e7pected to be a leading player in e-business. #hile the banks in

developed countries are working primarily via Internet as non-branch banks! banks in the

developing countries use the Internet as an information delivery tool to improve

relationship with customers .In early 8992! appro7imately 49 percent of e-business in the

1: was concentrated in the financial services sector! and with the e7pected 29-fold

increase of the $ritish e-business market by 899;! the share of the financial services will

further increase. Around one fifth of /inish and


4/56

In Inia

Appro7imately one percent of high and middle-income group banking customers

conducted banking on the Internet in 8929 compared to ? to 4 percent in large banks in the Europe have a competitive edge due to their ability to invest heavily in

new technologies! they are still not ready to embrace e-banking. ence! medium-sized

banks and start-ups have an important role to play on the e-banking front if they can take

concrete measures uickly and effectively.

The E-Banking Trens

4


5/56

'onvergence is one of the clear visible trends in the banking industry. ere! convergence

does not mean offering banking! broking and insurance services under one corporate name

through the Internet. It covers different dimensions! including channel delivery! sales

culture! back-office processes! and the knowledge management infrastructure all being

integrated via Internet. /ew banks take these different dimensions into consideration.

Instead! they view convergence purely as a product-centric development that will enable

them to cross-sell products. A strategy that does not go beyond product convergence is

bound to have some limitations. /or e7ample! imagine a situation where customer service

personnel in a so called BconvergedC bank is reuired to answer banking! brokerage! and

insurance uestions coming through multiple channels including the Internet! branches!

call centers! or A",s. "his bank is unlikely to succeed since! though it has e7panded the

product line! it has not made any efforts to broaden the skill sets of the personnel who

support these channels. Effective knowledge management is the key to the e-business

success of converged banking institutions. owever! this reuires high level of cross-

organizational cooperation and information sharing. An effective knowledge management

system will vastly improve the institutionCs ability to know its customers. @obust customer

information management systems at the front-end! coupled with efficient fulfillment

processes! can enable banks to shorten the delivery time of their products and services.

OBSER#ATION O$ STUD%

/or this booklet! e-banking is defined as the automated delivery of new and traditional

banking products and services directly to customers through electronic! interactive

communication channels. E-banking includes the systems that enable financial institution

customers! individuals or businesses! to access accounts! transact business! or obtain

information on financial products and services through a public or private network

including the Internet. 'ustomers access e-banking services using an intelligent electronic

device! such as a personal computer (&')! personal digital assistant (&A)! automated

teller machine (A",)! kiosk! or "ouch "one telephone. #hile the risks and controls are

similar for the various e-banking access channels! this booklet focuses specifically on

Internet-based services due to the Internets widely accessible public network.

Accordingly! this booklet begins with a discussion of the two primary types of Internet

websites% informational and transactional.

E-BAN&ING SU''ORT SER#ICES

5


6/56

#E$ DI=:I=0A large number of financial institutions maintains sites on the #orld #ide

#eb.


7/56

8. In the ne7t level are .


8/56

reuired amount. It may be noted that while through a credit card! the customer first makes

a purchase or avails service and pays later on! but forgetting the debit card! a customer has

to first pay the due amount and then make a purchase or avail the service. /or this reason!

debit card are not as popular as credit cards.

>.


9/56

'ri,ar+ Da*a:

In this research with a sample size of nearly 89 customers data will be available in form

of uestionnaire collected in terms of different uestions influencing the use of internet

banking. Internet banking is considered as dependent on awareness among customers

which will be studied with help of different independent variable. nly the customers of

/' H I'I'I bank are taken as samples for study.

Seconar+ a*a:

'ollection of information from different kind of books the data of the company what they

maintained.

Me*hoolog+

nce the findings are finalized by a research! suggestions should be made for the

betterment of enterprise. "he data collected from uestionnaire will be tabulated and

analyzed so that the result can be presented as simple as possible. "here are a number of

ways like

&ie-chart

0raphs

)IMITATIONS O$ STUD%

$anks are not giving me all information about e- banking services.

"hey do not permit to meet any employees in their banks.

COM'AN% 'RO$I)

ABOUT US9


10/56

I'I'I $ank is IndiaCs largest private sector bank with total assets of @s. ?!>4.3? billion

(12! 892; and profit after ta7 @s. J>.8? billion (1>

million) for the year ended ,arch >2! 892;. "he $ank has a network of >!?2; branches

and 22!94> A",s in India! and has a presence in 23 countries! including India.

I'I'I $ank offers a wide range of banking products and financial services to corporate

and retail customers through a variety of delivery channels and through its specialized

subsidiaries in the areas of investment banking! life and non-life insurance! venture capital

and asset management. "he $ank currently has subsidiaries in the 1nited :ingdom!

@ussia and 'anada! branches in 1nited


11/56

In the 2339s! I'I'I transformed its business from a development financial institution

offering only pro*ect finance to a diversified financial services group offering a wide

variety of products and services! both directly and through a number of subsidiaries and

affiliates like I'I'I $ank. In 2333! I'I'I become the first Indian company and the first

bank or financial institution from non-Napan Asia to be listed on the =L


12/56

#omen In $usiness% "he 0lobal ?9C.


13/56

I'I'I $ank ranks 29th in /ortune IndiaCs list of ?9 most admired companies in

India.

,s. 'handa :ochhar! , H 'E! has been ranked as the most powerful business

woman in India in the /orbesC list of C"he #orldCs 299 ,ost &owerful #omen 892;C

I'I'I $ank Dimited has been conferred the $est @emittance $usiness award at

"he Asian $ankerCs International E7cellence in @etail /inancial .

/or the second consecutive year! ,r. =.


14/56

I'I'I $ank received the O0ram $usinesspersons of

the LearC. "he ?9 global leaders is /ortuneCs annual ranking of leaders who are Othe best in

businessO.

,s. 'handa :ochhar tops the list of O?9 ,ost &owerful #omen in $usinessO by

/ortune India.

I'I'I $ank tops the list of O&rivate sector and /oreign $anksO by $rand Euity!

,ost "rusted $rands 892>. It ranks 2?th in the O"op


15/56

I'I'I $ank tops the list of most fans in India and globally ranks fifth amongst

financial institutions on /acebook in the social media engagement study conducted by

:etchum by 'orporate 0overnance Asia.

I'I'I $ank awarded the $est "rade /inance bank in India by 0"@ Asia Deaders in

"rade Awards 892>.

,s. 'handa :ochhar! ,anaging irector H 'E! ranked ?th in the list of O,ost

&owerful 'EsO! in the corporate IndiaCs definitive power listing! by "he Economic "imes

'orporate ossier.


16/56

Deadership and


17/56

r. "ushaar


18/56

R 'urrent H savings account ('A crore (1M at 9! 892;

R =et interest margin (=I,) increased to >.>2M in K8-892; compared to >.99M in K8-

892;S domestic =I, at >.4?M

R "otal capital adeuacy of 24.?9M and "ier-2 capital adeuacy of 22.>>M as per @eserve

$ank of Indias guidelines on $asel III norms (2.82M and 28.9;M including profits for

half year ended 9! 892; )

RE#IE( O$ )ITERATURE

)ITERATURE RE#IE(

18


19/56

A new review by "ower group of 29 top 1< e- banking website saluted several aspects of

core online banking components. 0roup found that there is difference in terms of actual

functionality and usability. Among different banks and their services.

"he 1:Cs first home online banking services were set up by the =ottingham $uilding

9M of all retail banking profits. "he study pro*ects that by 2333!

2!?99 banks will have Internet #eb sites and at least ?99 of these banks will be offering

full-fledged Internet banking services.

In 8992 ,icro banker send detailed uestionnaire to the leading vendors of internet

banking software8 companies responded with information on thirty programs the

aggregate outcome of the outcome was that almost all the companies have developed

functions for internet banking and have inbuilt feature to aid with one to one marketing on

the web

ICICI Bank

I'I'I $ank nline

$anking


20/56

$ank online Internet banking. "he services provided are totally secure and uniue. "hese

cover online account transactions and operations! credit card and account applications and

payments! share trading and investments through mutual funds! bill payments! statement

generation and a virtual demo of each service.


21/56


22/56

1268 74

1269 6

1267 8

Inian E-banking Scenario

As per the international report the banking transactions on a brick and mortar banking

costs around 2.2. #hile through A", it costs around 9.8 and *ust 2 percent of over

the counter banking in case of Internet banking.


23/56

"he capability of the management is also visible in terms of their profitability. Among the

private sector banks /' $ank and I'I'I $ank have e7cellent returns on euity

compared to their peers in the industry.

"hese banks commenced operations few years and have negligible e7cess in terms of

branches and employees. "herefore unlike most other banks around the world! e-banking

is not an added cost for them. In fact it is e7pected to contribute significantly to their

revenues and profits in years to come.

(ho offers ;ha*999G- in one shot.

$alance Enuiry%

:now your ledger balance and available balance

,ini


29/56

"he latest feature of our A",s! this functionality can be used for payment of bills!

making donations to temples G trusts! buying internet packs! airtime recharges for prepaid

mobile phones and much moreT

thers

@euest for a checkbook from our A",s and our concerned branch will dispatch it such

that it reaches you within 29 working days.

A", Advantages

8;-hour access to cash Lou can withdraw up to @s. 29!999G- per day on your A", 'ard.

"he fast cash option saves your time by providing the cash in denominations of @s. ?99G-

$alance inuiry

Lour updated balance will appear on the screen and will also be printed on the transaction

slip.

,ini-statement reuest

0et details of the last 3 transactions on your account with the mini-statement! along with

your balance.

'heue book reuest


30/56

Lou can conveniently charge your (&I=) given at the time of opening your account)

whenever you wish.


31/56

teller machine (A",)! of which about 49999 are already in e7istence in the world. In India

also A",s have made late appearance! but now spreading very rapidly. As per statistics

published by @$I there are 2J3? A",s in India as at the end of the year 892; but it is also

regularly increasing.

Aan*ages of Crei* Car

"he following are the advantages of credit cards%

"he credit card holders need not to carry either travelers cheues or cash with them and

they are free from the security of cash "raveling facilities are available in hotels! restaurants and airways to the cardholders.

Each card holder gets insurance facility which is up to one lakh on ordinary insurance. It has become a status symbol. @ailway tickets are available on special windows. E7tra

charges are made by the railway and the cancellation of tickets is also allowed and the

amount is directly credited in the bank account of the card holder. "he business of the card holder individuals or institution has been because the

businessmen are assured for the payment as the transactions have been finalized on the

basis of credit cards. 'redit cards enhance the credit of banks and the credit of new customers and consumers is

enhanced. eposits in saving and current accounts increase.


32/56

Disaan*ages of Crei* Car as isc!sse belo;:

'redit card is a contact in advance and if the card holder does not make payment! therecovery by bank becomes difficult.

'ard holders spend in e7cess of their incomes and it poses the problem of recovery from

them. $anks profitability is adversely affected due to increase in overdraft of cardholders and

difficulties in repayment by them.

$UTURE O$ CREDIT CARDS

In India this facility has increased the business activitiesS middle and upper middle classes

are availing this facility. It has become popular and status symbol in our country hence the

prospects of credit cards are bright.

S,ar* Cars

A smartcard resembles a credit card e7cept that it has a microchip embedded within it!

which allows the smartcard to store information and sometimes to even perform simple

calculations. 'ommon smartcard chips typically holds about J!999 bytes(characters) of

information! which enables the smartcard to perform a variety of functions such as

identification ! storing bank account information an holding digital cash. A number of

smartcards are on the market today! and these are used in a wide range of applications.

,onde7 has received a lot of recognition in the financial press! and several banks have

already conducted trials with its smartcard. #ells /argo H 'o.! a ma*or 'alifornia bank

based in


33/56

,aster'ard International holds a ?2M stake in ,onde7! it could become the de facto

international standard for bank-issued smartcards.

S,ar* Cars > The ne; Innoa*ion

A smart card is a miniaturized personal computer (&')! which can be used for a dazzling

array of applications! and also as digital cash. It contains a micro processor! memory and

tailored software. "he software security system used for these cards is almost as fool proof

as those used by nuclear establishments and leading international banksU


34/56

card could be of three types single-purpose card! closed-system or limited-purpose card

and general-purpose or multi-purpose card.

"he single-purpose card generally with a magnetic chip recording the amount of fund

there in is designed to facilitate only one type of transaction e.g. telephone calls! public

transportation! laundry! parking facilities etc. ere! the distinguishing point is that the

issuer and the service provider (acceptor) are identical for the cards. "hese cards are

e7pected to substitute coins and currency notes. It is important to note that the European

'entral $ank (E'$) has e7empted these single-purpose pre-paid cards from the purview

of their policy initiatives on e-money because of their smaller denominations as well as

limited risk e7posure for customers and the financial system as a whole.

'/ONE BAN&ING

No; +o!r bank acco!n* is no; ?!s* a "hone call a;a+= Thro!gh 'hone Banking +o!

can:

'heck your account balances.

'heck the last ? transactions in your account.

Enuire on the cheue status.

ave a mini statement fa7ed across to you.

@euest for a cheue book G Account statement.

Enuire on your /i7ed deposits G "


35/56

@euest for emand raft G ,anagers 'heues.

"ransfer funds amongst your linked accounts

&ay utility and /' $ank 'redit 'ard bills.

o a stop cheue payments.

@eport loss of your A", Gebit 'ard.

&roduct information.

Enuire on the interest G E7change rates. &hone banking facility is available round the

clock! everyday! in ,umbai! elhi! 'hennai! :olkata! $anglore! yderabad! Ahmadabad !

'handigarh and &une .

E-age Aan*ages

Sec!ri*+

#hen you use the &hone $anking facilities! your transactions are completely secure.

#hen you open an account with us! you are given a uniue "elephone Identification=umber ("I=)! which is completely confidential.

Choose +o!r lang!age

Lou can choose between English and indi for guidance through the Interactive Foice

@esponse (IF@) menu of services! at the time of calling the bank.

Acco!n* erails@balance en!ir+

35


36/56

0et up-to-the-second details of your


37/56

If you hold multiple accounts with us! all you have to do is call in to transfer funds

between accounts! provided the same are linked to the same 'ost I number.

"here is no fund transfer limit.

Talk *o a 'hone Banker

Lou can talk to a phone $anker for all the financial transactions and for any other account

related details over the phone.

E BAN&ING TRANSACTIONS


38/56

E-banking systems can vary significantly in their configuration depending on a number of

factors. rganizations should choose their e-banking system configuration! including

outsourcing relationships! based on four factors%


39/56

"hese components work together to deliver e-banking services. Each component

represents a control point to consider. "hrough a combination of internal and outsourced

solutions! management has many alternatives when determining the overall system

configuration for the various components of an e-banking system. owever! for the sake

of simplicity! this booklet presents only two basic variations. /irst! one or more technology

service providers can host the e-banking application and numerous network components as

illustrated in the following diagram. In this configuration! the institutions service provider

hosts the institutions website! Internet banking server! firewall! and intrusion detection

system. #hile the institution does not have to manage the daily administration of these

component systems! its management and board remain responsible for the content!


40/56

'ore processing system. "hus! the organization has day-to-day responsibility for system

administration.

E-Banking S!""or* Serices

In addition to traditional banking products and services! organizations can provide a

variety of services that have been designed or adapted to support e-commerce.

,anagement should understand these services and the risks they pose to the organization.

"his section discusses some of the most common support services% web linking! account

aggregation! electronic authentication! website hosting! payments for e-commerce! and

wireless banking activities.

(eb linkings

A large number of rganizations maintain sites on the #orld #ide #eb.


41/56

Firtually every website contains 5weblinks.6 A weblink is a word! phrase! or image on a

web page that contains coding that will transport the viewer to a different part of the

website or a completely different website by *ust clicking the mouse. #hile weblinks area

convenient and accepted tool in website design! their use can present certain risks.

0enerally! the primary risk posed by weblinking is that viewers can become confused

about whose website they are viewing and who is responsible for the information!

products! and services available through that website. "hese risk management techniues

are for those institutions that develop and maintain their own websites! as well as

institutions that use third-party service providers for this function. "he agencies have

issued guidance on weblinking that provides details on risks and risk management

techniues financial institutions should consider.

Acco!n* Aggrega*ion

Account aggregation is a service that gathers information from many websites! presents

that information to the customer in a consolidated format! and! in some cases! may allow

the customer to initiate activity on the aggregated accounts. "he information gathered or

aggregated can range from publicly available information to personal accounting

formation (e.g.! credit card! brokerage! and banking data). Aggregation services can

improve customer convenience by avoiding multiple log-ins and providing access to tools

that help customers analyze and manage their various account port folios.


42/56

aggregated third parties Q to assure the confidentiality of customer information and to

prevent unauthorized activity. isclosure of potential customer liability if customers share their authentication

information (i.e.! Is and passwords) with third parties! and


43/56


44/56

usually an automated clearing house (A') credit Q or mails a paper check to the business

on the customers behalf. "o allow for the possibility of a paper-based transfer! financial

institutions typically advise customers to make payments effective >Q days before the

bills due date. Internet-based cash management is the commercial version of retail bill

payment. $usiness customers use the system to initiate third-party payments or to transfer

money between company accounts. 'ash management services also include minimum

balance maintenance! recurring transfers between accounts and on-line account

reconciliation. $usinesses typically reuire stronger controls! including the ability to

administer security and transaction controls among several users within the business ere

we discusses the front-end controls related to the initiation! storage! and transmission of

bill payment transactions prior to their entry into the industrys retail payment systems

(e.g.! A'! check processing! etc.). "he e7tent of front-end operating controls directly

under the financial institutions control varies with the system configuration. ?M

44


45/56

GRA'/

INTER'RETATION:

$ased on above table most of the people are using Electronic $anking related matters!

$ecause all banks are provided to customers various facilities like E-/und transfer! E-

,ovie "icketing! E-'heues etc.


46/56

INTER'RETATION:

$ased on above table most of the people are using Electronic $anking related matters!

$ecause all banks are provided to customers various facilities like E-/und transfer! E-

,ovie "icketing! E-'heues etc. ?M (igh) of have preferred

in


47/56

INTER'RETATION:

,ost of the people are paying all bills through Internet through using various banking

segments. $ased on above table most of the people are using Electronic $anking related

matters! $ecause all banks are provided to customers various facilities like E-/und

transfer! E-,ovie "icketing! E-'heues etc. 9M

GRA'/

47


48/56

INTER'RETATION:

,ost of the people using nline ?M

= 4?M

GRA'/

48


49/56

INTER'RETATION:

,ost of the people not using online fund transfer through Farious banking segments.

"hese these type of cards because all banks are provided to customers various facilities

like E-/und transfer! E-,ovie "icketing! E-'heues etc. ?M of

people are using these type of facilities by provided by any =ational and International

bank and various private sectors banks. @emaining people are dont have aware of using

these techniues because they are uncivilized people.

=SATIS$IED CUSTOMERS

TAB)E

USERS 'ERCENTAGE O$ USERS

LE< 4?M

= >?M

GRA'/

49


50/56

INTER'RETATION:

,ost of the customers satisfied by the online banking because time saving and easy

process.

According to the survey 4?M of the customers satisfied by the online banking. remaing

>?M people have do not know the facilities of the online services.

3='ER$ERRED MODE O$ 'A%MENT TO BAN&

TAB)E

C/EFUE 72

CAS/ 17

E-BAN&ING 17

GRA'/

50


51/56

INTER'RETATION:

According to the survey of banking industry cheue services used by the customers is

?9M! cash 8?M and E-$anking 8?M.

5=S'END 'ER BI)) $OR ON)INE BI)) 'A%MENT

TAB)E

ABO#E RS 62 16

BET(EEN RS 7-62 66

BE)O( RS 7 81

51


52/56

NOTING 8

GRA'/

INTER'RETATION:

According to I'I'I bank survey online bill payment used y the customers in various

percentages. $elow @s ? is used in high percentage according to the users

$INDINGS

2. In the users ratio of internet banking 4?M of customers are using this service.

8. ,ore banks are connecting to the any software co. to running the E-banking service. In

these services the . "he services that are mostly used by ma7imum customers are transactions! online

trading! bill payment! shopping etc.

52


53/56

;. "he mode of the cash deposit in bank is for use to online truncation cash! cheue H

e-banking.

?. ifferent banks different charge for online service.

53


54/56

SUGGESTIONS

2. "o prevent online banking from remaining customers to prompt this service throughadvertising co.

8. After repairing this basic deficiency! banks must ensure that their services are

competitive.

>. $anks is not take more charge from their customers.

54


55/56

CONC)USION

"he basic ob*ective of my research was to analyze the awareness among customers forinternet banking in I=IA. It gives direction to research tools! research types and

techniues. Although the findings reveal that people know about the services but still

many people are unaware and many of them are non Q users so the bank should by

promotion try to retain the customers. $anks should look forward to have some tie Q ups

with other financial institutions to increase the service base.

55


56/56

BIB)IOGRA'/%

Book:-

RE-banking in India

R$anking service operation (I'/AI)

RIndian $anking

R,oney H $anking

)inks #isi*e

www.google.com

www.icici.com

www.hdfc.com

www.wikipedia.com

mba project online banking services icici

Documents