A

SYNOPSIS REPORT

ON

‘’Analysis of Consumer Satisfaction from E – Banking Services.

SUBMITTED IN THE PARTIAL FULFILLMENT OF COURSE FOR THE

AWARD OF

THE DEGREE OF MASTER OF BUSINESS ADMMINISTRATION

2016-18

Submitted To Submitted By
Mr. Himanshu Goel Fahad Mohammad Hussain
Roll no-1608570029
MBA 4th Sem.

S.D. COLLEGE OF MANAGEMENT STUDIES

MUZAFFARNAGAR
 Literature Review

 Daniel (1999) defines electronic banking as the delivery

of banks' information and services by banks to customers via different delivery
platforms that can be used with different terminal devices such as a personal computer
and a mobile phone with browser or desktop software, telephone or digital television.
 According to Birch and Young (1997) analyzed the consumer side for e-banking and
the results showed that consumers basically seek for transactional efficiency, choice
for core and non-core banking products and access to competitive prices and returns

• Simpson (2002) suggests that e-banking is driven largely by the prospects of

operating costs minimization and operating revenues maximization. A comparison of
online banking in developed and emerging markets reveal that in developed markets
lower costs and higher revenues are more noticeable.

• Joseph et al. (1999) examined the influence of internet on the delivery of banking
services. They found six primary dimensions of e-banking service quality such as
convenience and accuracy, feedback and complaint management,efficiency, queue
management, accessibility and customization.
• Mols (1999) acknowledged that the internet banking is an innovative distribution
channel that offers less waiting time and a higher spatial convenience than traditional
branch banking with significantly lower cost structure than traditional delivery
channels. Internet banking reduces not only operational cost to the bank but also leads
to higher levels of customer satisfaction and retention. As a result internet banking is
very attractive to banks and consumers, who now have higher acceptance to new
technology.
 INTRODUCTION OF THE STUDY

Background of the study

In today’s fast pace life where most of the people in famil y working
including women’s there is no feasible timing when they can visit the bank
.E- banking is solution to this problem but still e -banking has not got that
much acceptance in India except metros and t ier-1 cities. The study is
undertaken to know awareness and preference towards e -banking services of
State Bank of India in Muzaffarnagar

Problem statement
The e- banking services has not yet accepted to appreciable level in cities
other than metros. To penetrate further in market, banks need to make
strategy to deal with creating awareness and preference towards banking. The
study is undertaken to know aware ness and preference towards e -banking
services of STATE Bank of INDIA in Muzaffarnagar.

E – BANKING:

Businesses operating as banks today may be insurance companies, auto manufacturers

offering their own loan services, or retailers with branded low-interest credit cards. In a
global marketplace characterized by rapid deregulation, mergers and acquisitions, pervasive
wireless computing, and a proliferation of companies offering services that once were solely
the domain of banks, no bank can afford to stand with its existing business model.

Around the world, banks are facing new challenges in their battle to compete successfully.
As ease of entry increases, competition to provide banking services will constantly grow and
change. Business and residential clients will be more independent in their selection of
services, especially with the creation of online banking services, where they can easily select
the packages best suited to their needs. Customer attraction and loyalty will be increasingly
hard-earned, while operational costs and time to market will need to be reduced and closely
controlled.
Need for e-commerce banking solutions

On top of these developments, the exploding volume and complexity of transactional data
that banks must manage and use effectively is straining the capabilities of many IT
infrastructures to operate profitably.

Increasingly, the goal of leading banking institutions is to offer the global market a
diversified range of financial products and services via a single e-commerce portal. Broadly
defined, e-commerce is all the transactional commerce conducted electronically between
businesses and other businesses (B2B), between businesses and their end-customers (B2C)
and within an enterprise, over the Internet, extranets and intranets.

Many industry analysts foresee an accelerating growth in “e-markets” – frictionless global

networks that link multiple buyers and sellers together to provide high-volume commercial
transactions with high security, dynamic pricing and significant cost savings. In the area of
pervasive computing, IBM estimates that by 2003, there will be 2.6 billion network access
devices worldwide, including cell phones and hand-held computers. Whatever the forecasts,
it is clear that e-commerce is coming, and the financial markets will reward those firms that
best exploit the power of the Internet.

But in the intensely competitive networked banking marketplace, the demands of e-

commerce go far beyond simple interconnection. Competitive demands have made clear the
need for banks to stay at the cutting edge of e-commerce technology so they can provide high
levels of service all the time, anywhere, over any communications channel. Banks need e-
commerce systems that are integrated with the entire chain of back office and business
decision processes for optimum flexibility, responsiveness to changing market requirements
and profitability. The time for advanced e-commerce is now if you don’t want to be left
behind by your traditional and new competitors.

To achieve and maintain an edge on its competition, a bank needs an open e-commerce
platform that can:
• Integrate new e-commerce applications with existing applications to optimize IT
investments and save on reprogramming and management costs
• Provide the power and scalability to handle multiple workloads, shift resources to match
changing workloads, handle unpredictable peaks, and grow with your business
• Provide rock-solid security and advanced services availability for transactions all the time,
around the world – absolute essentials for competitive banking
• Exploit the value of your customer and market data by deploying business intelligence (BI)
and customer relationship management (CRM) software to help you better anticipate,
understand and respond to customer wants and needs
•Unify your enterprise management chain with an open server platform that integrates
purchase and sales processes with information on customers and product offerings for more
timely, targeted and personalized customer service
• Integrate future technologies and new ways of doing business with customers.
 NEED FOR THE STUDY

This study is needed to find out the working of internet banking of SBI and its importance to
customer as well as to bank

1. Organizing Educational Campaign to create Goodwill of company.

2. Services it effectively valuable to create place in the minds of customers.

3. Availability should be increased by using various service strategies.

4. Company should make service equal to better than competitive banks.

5. The report is helpful in knowing about the customers’ expectations about the Bank’s
services.
 OBJECTIVES OF THE STUDY

 To understand the concept of E-banking and importance to bank as well as customers.

 To get aware of various aspects of E-banking.

 To know the uses of e-Banking for customers.

 To build up various solutions if any, for drawbacks in net banking.

 To offer useful suggestions.

 To know the customer satisfaction level and their perception regarding State Bank of
India.
 SCOPE OF THE STUDY

 The study includes the services provided by SBI branches in Muzaffarnagar.

 It investigates about all applications of online banking in SBI.
 It would help society to understand the usefulness of electronic banking.
 The study will also help us to get the knowledge about process of e-Banking and
usefulness to banking industry.
 As the study contains the 360 degree information regarding SBI and its e-Banking,
 Hence the study will lead to new ways to tackle the problems and the SWOT of SBI
in respect of e- Banking.
 METHOD OF DATA COLLECTION

Data can be collected in different ways from the subject of study. One method is to observe
subjects on certain parameters, which is called observation studies. In such studies, the
subjects (respondents) by asking them questions through a questionnaire. For instance, if
research has to be done on the traffic flow at a particular junction, then the observation
method is best. On the other hand, if consumer preferences about a new product are to be
estimated, then a questionnaire for obtaining consumer responses is the best method.

Analytical tools in the research design analytical tools used Charts.

Sources of the Data

Data from two main sources were used,
Primary Data.
Secondary Data.

Data Collection Method:

Primary sources
Primary data was obtained through questionnaires filled by people residing the city of
Muzaffarnagar and through direct communication with respondents in the form of Interview

Secondary sources
The secondary sources of data were taken from the various websites, books, journals reports,
articles etc.

Sample Selection and size

The first step of research is sample selection. The total consumers covered
were 300. The same numbers of questionnaires were distributed. Results are based on the
response of these 300 respondents.
Sampling method
The consumers are selected by the convenience sampling method. The selection
of units from the population based on their easy availability and accessibility to the
researcher is known as convenience sampling. Convenience sampling is at its best in
surveys dealing with an exploratory purpose for generating ideas and hypothesis.

Research Plan
Descriptive Research Plan
Researcher has used descriptive research design, a scientific method which involves
observing and describing the behavior of a subject without influencing it in any way.

Method of Data collection

Data can be collected in different ways from the subject of study. One method is to observe
subjects on certain parameters, which is called observation studies. In such studies, the
subjects (respondents) by asking them questions through a questionnaire. For instance, if
research has to be done on the traffic flow at a particular junction, then the observation
method is best. On the other hand, if consumer preferences about a new product are to be
estimated, then a questionnaire for obtaining consumer responses is the best method.
 LIMITATIONS OF THE STUDY

 The primary limitation of the study is based on quality and originality of secondary
data taken via the official website of State Bank Of India and Reserve Bank of India.

 The study was concerned only to SBI branches in Muzaffarnagar city.

 Time constraint: on the time availability is 10 weeks only it was not able to do the
thorough study in the selected area.

 Due to continuous change in environment, what is relevant today maybe irrelevant

tomorrow.

 Merely asking questions and recording answers may not always elicit the actual
information sought.

 People were reluctant to go in to detail because of their busy schedule

 BIBLIOGRAPHY

Books :-

 SBI Training guide for internet banking

Websites:-

 [Link]
 [Link]
 [Link]
 [Link]