1

INTERNET BANKING USES TRADE

A FIELD PROJECT REPORT SUBMITTED TO

SAVITRIBAI PHULE PUNE UNIVERSITY

IN THE PARTIAL FULFILMENT OF THE

REQUIREMENTFOR THE DEGREE OF

BACHELOR OF COMMERCE
IN THE COURSE OF

BANKING, FINANCE, AND INSURANCE

SUBMITTED BY

VAISHNAVI MAHIPATI KHABALE

Class: S.Y. [Link]. Sem
III Division:
Roll No. / Seat No 4209

UNDER THE GUIDANCE OF

PROF. Mrs. Rajebhosale Mam

BACHELOR OF COMMERCE

Year- 2025-26
 2

FIELD PROJECT COMPLETION CERTIFICATE

This is to certify that the project report entitled “Internet

Banking Usage Trades in the course Banking Finance and
Insurance was prepared by Vaishnavi Mahipati Khabale, Class:
SY [Link]., Sem-III, Div. Roll No.
4 2 0 9 , University Seat No. under my
guidance and supervision for the Academic Year 2025-26 .
This Project Report is based on original study / field work
carried out by her. Material / Notes obtained from sources has
been duly acknowledged in the Field Project.

This Field Project is submitted to Savitribai Phule Pune

University in partial fulfilment of requirement of SY [Link].
for the Academic Year 2025-26.

Place: Indapur Signature

Date: Jyoti Rajebhosale Mam.

Place: Indapur Signature

Date: Head of the Department

VIVA-VOCE EXAMINATION

Date of Viva-Voce Exam: University Seat No.

Name & Signature of Internal Examiner Name & Signature of External

Examiner
 3

DECLARATION BY THE CANDIDATE

I declare that the Field Project entitled submitted by me for

the Degree of Bachelor of Commerce in Accountancy and Taxation is
the record of work carried out by me during the period from to
under the guidance of
and has not formed the basis for the award of any degree,
diploma, associateship, fellowship, titles in this or any other
University or other Institution of Higher Learning.

I further declare that the material obtained from other sources

has been duly acknowledged in the Project.

Place: Name and Signature of

Date: the student

VAISHNAVI MAHIPATI KHABALE

 4

CERTIFICATE OF THE FIELD PROJECT SUPERVISOR

CERTIFIED that the work incorporated in the Field Project Internet

Banking Uses and Trends submitted by VAISHNAVI MAHIPATI KHABALE
was carried out by the candidate under my supervision. Such material has
been obtained from other sources has been duly acknowledged in the Field
Project.

Place: Name and Signature of

Date: Field Project Supervisor
 5

CERTIFICATE FROM THE COMPANY / ORGANISATION

This is to certify that V A I S H N A V I M A H I P A T I
K H A B A L E of S.Y. [Link]. Sem-III, Roll No. 4209 of Vidya
Pratishthan Commerce and Science College Indapur has
successfully completed the Field Project as per the guidelines of Savitribai
Phule Pune University in our Organization from 1 s t S e p t e m b e r
to 31st September during the work the student was sincere, hardworking
and showed a keen interest in learning.

The involvement and sustained efforts put in by the student are highly
appreciable. I recommend this Field Project for evaluation and
consideration for the award of credits to the student. We wish him all the
best in his future endeavours.

Place: Indapur Authorized Name

Date:

Stamp
 6

Acknowledgement:

A Project Report on “A study usage trades and customers significance

towards intrest banking services in ICICI Bank” year 2025-26 It is for
requirement degree in commerce from SAVITRIBAI PHULE PUNE
UNIVERSITY.

First,I Thankyou to our Principal Dr,Sandikar B.M Sir for Providing the
required facility.

I am thankful to all my teachers and guide. Specially [Link] Jyoti

RajeBhosale (HOD). Who given to me guidance for preparation of this project
work.

Lastly, I thankyou my friends who have directly and indirectly helped in

complenting this project work.

Date

Place: Indapur
Research Student

VAISHNAVI MAHIPATI KHABALE

 7

TABLE OF CONTENTS

Sr. No. Title Page

No.
1 Title Cover Page 1
2 Field Project Completion Certificate 2
3 Declaration by the Candidate 3
4 Certificate of the Field Project Supervisor 4
5 Certificate from the Organization 5
6 Acknowledgement 6
7 Table of Contents 7
8 List of Tables 7
9 List of Figures/Charts/Diagrams 7
10 Chapter No. 1: Introduction 8
11 Chapter No. 2: Profile of the Organization 12
12 Chapter No. 3: Review of Literature 15
13 Chapter No. 4: Research Methodology 16
14 Chapter No. 5: Analysis and Interpretation of 17
Data
15 Chapter No. 6: Findings and Recommendations 22
16 Conclusion 23
17 Appedices 24
a) Reference/Bibliography 24

LIST OF TABLES
[Link]. Title Page No.
1 Accounting type preference and ICICI 17
Bank
2 ICICI bank customer analysis 18
3 ICICI Bank Significance with intrest 20
rates
4 ICICI Bank Credit and Card Details 20

LIST OF FIGURES/CHARTS/DIAGRAMS
[Link]. Title Page No.
1 Accounting type preference and ICICI Bank 18
2 ICICI Bank customer analysis 19
3 ICICI Bank Significance with interest rates 20
4 ICICI Bank Credit and Card Details 21
 8

INTERNET BANKING USES TRADE

[Link]

* Banking Meaning
Banking refers to the activities, services, and operations provided by financial institutions,
such as banks, to manage money, facilitate transactions, and offer financial products.
Banking services include:

1. Accepting deposits
2. Providing loans and credit
3. Facilitating transactions (e.g., payments, transfers)
4. Offering savings accounts, checking accounts, and other financial products

*Origin of Banking
The origin of banking dates back to ancient civilizations, with evidence of early banking
activities found in:

1. Ancient Mesopotamia (2000 BCE): Merchants and traders used temples as safe
repositories for goods and money.
2. Ancient Greece and Rome (500 BCE - 500 CE): Money lenders and
depositors emerged, offering loans and accepting deposits.
3. Medieval Europe (12th-15th centuries): Merchant banks and goldsmiths provided
financial services, including lending and storage.
4. Modern Banking (17th-18th centuries): The establishment of central banks (e.g., Bank
of England, 1694) and commercial banks marked the beginning of modern banking.

Over time, banking has evolved to include various services, technologies, and
regulations, shaping the industry into what it is today.

* What is a Bank?

A bank is a financial institution that accepts deposits from the public and creates a
demand deposit while simultaneously making loans. In simpler terms, banks act
as intermediaries between savers and borrowers, providing a safe place for
individuals and businesses to deposit their money and offering loans to those who
need funds.
 9

Functions of Banks:

Banks perform several key functions, including

Accepting Deposits: Banks provide a safe place for individuals and businesses to
deposit their money.

Providing Loans: Banks lend money to individuals and businesses for various
purposes.

Payments and Settlements: Banks enable transactions through various payment

methods.

Currency Exchange: Banks offer currency exchange services.

Safekeeping of Valuables: Some banks offer safe deposit boxes for storing
valuable items.

* What is Banking?

Banking refers to the activities, services, and operations provided by financial

institutions licensed to manage deposits and extend loans. Banking services
include receiving deposits, offering loans, facilitating financial transactions, and
providing tools like safe deposit boxes, currency exchange, and wealth
management.

Types of Banks:

There are several types of banks, including

Central Bank: Regulates and controls the monetary and banking system of a
country (e.g., Reserve Bank of India).

Commercial Banks: Provide financial services to individuals and businesses (e.g.,

public sector banks, private sector banks, foreign banks).

Cooperative Banks: Serve the financial needs of their members, often in rural
areas.

Specialized Banks: Focus on specific industries or sectors (e.g., EXIM Bank).

Small Finance Banks: Serve unserved and underserved sections of the population.
 10

* Importance of Banking:

Banking plays a crucial role in the economy by:

Promoting Economic Growth: By mobilizing savings and providing loans.

Facilitating Transactions: Through various payment methods.

Providing Financial Services: Such as savings accounts, loans, and investment

products.

Generating Employment Opportunities: By supporting businesses and industries.

* Importance of Research

- Convenience: Customers can access banking services 24/7 from anywhere with an
internet connection.

- Time-Saving: Internet banking saves time by allowing customers to perform

transactions and manage accounts online.

- Increased Accessibility: Customers can access banking services from

anywhere, reducing the need to visit physical branches.

*Services Offered by ICICI Bank's Internet Banking ICICI

Bank's internet banking services include:

1. Account Management: View account balances, transaction history, and manage

account settings.
2. Fund Transfers: Transfer funds between accounts, pay bills, and send money
to others.
3. Bill Payments: Pay utility bills, credit card bills, and other bills online.
4. Investment Services: Invest in mutual funds, fixed deposits, and other
investment products.
5. Loan Services: Apply for loans, check loan status, and manage loan
accounts.
6. Credit Card Services: View credit card statements, pay bills, and manage credit
card accounts.

* Benefits of ICICI Bank's Internet Banking Services

The benefits of ICICI Bank's internet banking services include:
 11

- 24/7 Access: Customers can access banking services at any time.

- Flexibility: Customers can manage accounts and perform transactions from anywhere.
- Speed: Transactions are processed quickly and efficiently.

- Security: ICICI Bank's internet banking services use advanced security

NEEDS OF RESEARCH

[Link] Customer Needs: Identify customer expectations and

satisfaction levels with internet banking services.
[Link] Service Quality: Assess the quality of internet banking
services provided by ICICI Bank.
3. Identify Areas for Improvement: Determine areas where ICICI Bank can
improve its internet banking services.
4. Inform Strategic Decisions: Provide insights to inform strategic decisions
and improve customer experience.
[Link] Competitive: Stay ahead of competitors by understanding market
trends and customer preferences.
 12

[Link] OF THE ORGANISATION

* ICICI Bank Profile
ICICI Bank is a leading private sector bank in India, offering a wide range of
financial services to individuals and businesses. The bank has a strong
presence in both domestic and international markets, with a large customer
base and extensive network of branches and ATMs.

ICICI Bank's full form is Industrial Credit and Investment Corporation of India. Here's a
breakdown of the bank's profile:

Established: 1955 as a development financial institution, later transformed into a

commercial bank

Headquarters: Mumbai, Maharashtra, India.

Type: Private sector bank

Services:
Retail Banking: savings accounts, loans, credit cards, debit cards

Corporate Banking: investment banking, venture capital, asset management

Treasury Services: forex services, government securities

Digital Banking: internet banking, mobile banking, digital wallets

ICICI Bank offers various ways to access its services:

1. Internet Banking

- Login to your account using your User ID and password

- Access services like fund transfers, bill payments, and account management

2. Mobile Banking
 13

- Download the ICICI Bank Mobile App

- Access services like fund transfers, bill payments, and account management

3. Phone Banking

- Call the ICICI Bank Customer Care number

- Access services like balance inquiry, fund transfers, and bill payment.
 14

1. Evaluate Service Quality: Assess the quality of internet banking services

provided by ICICI Bank.
2. Identify Areas for Improvement: Determine areas where ICICI Bank can
improve its internet banking services.
3. Inform Strategic Decisions: Provide insights to inform strategic decisions
and improve customer experience.
4. Stay Competitive: Stay ahead of competitors by understanding market
trends and customer preferences.

* Key Research Areas

Some key research areas in internet banking services of ICICI Bank include:

1. Customer Satisfaction: Evaluate customer satisfaction levels with ICICI

Bank's internet banking services.
2. Service Quality: Assess the quality of internet banking services provided by
ICICI Bank.
3. Security and Risk: Evaluate the security and risk associated with internet
banking services.
4. Technology Adoption: Study the adoption of new technologies, such as
mobile banking and digital wallets.
5. Customer Retention: Identify factors that influence customer retention in
internet banking services.
6. Customer Satisfaction: Evaluate customer satisfaction levels with ICICI
Bank's internet banking services.
7. Service Quality: Assess the quality of internet banking services provided by
ICICI Bank.
8. Security and Risk: Evaluate the security and risk associated with internet
banking services.
9. Technology Adoption: Study the adoption of new technologies, such as
mobile banking and digital wallets.
10. Customer Retention: Identify factors that influence customer retention
in internet banking services.
 15

3. REVIEW OF LITERATURE

1. Customer Adoption: Studies have examined the factors influencing customer

adoption of internet banking, including perceived usefulness, ease of use,
security, and trust.

2. Service Quality: Research has focused on the dimensions of service quality

in internet banking, such as reliability, responsiveness, and empathy.

3. Customer Satisfaction: Studies have investigated the relationship between

service quality, customer satisfaction, and loyalty in internet banking.

4. Security and Risk: The literature emphasizes the importance of security and risk
management in internet banking, including the need for robust security protocols
and customer education.

5. Technology Adoption: Research has explored the adoption of new

technologies, such as mobile banking and artificial intelligence, in internet
banking.

* Key Findings
- Customer satisfaction is significantly influenced by the quality of internet banking
services.
- Security and trust are critical factors in customer adoption and retention.
- The adoption of new technologies, such as AI and mobile banking, is
transforming the internet banking landscape.

* Future Research Directions

- Investigating the impact of emerging technologies, such as blockchain and
biometrics, on internet banking.
- Examining the role of customer experience in internet banking.
- Exploring the relationship between internet banking and financial inclusion.
 16

4. RESEARCH OF METHODOLOGY

Research methodology is a way to systematically solve the research

problems. It may be understanding as science of studying how
research scientifically. The study of research methodology gives us the
necessary training in gathering, arranging them, presentation in filed
work. Research methodology is the most particle way of obtaining data
it plays an important role in project.

Sources of Data
The sources of data can be classified into two types statistical and non-
statistical.
Statistical resources refer to data that is gathered for some official purposes,
incorporate censures, and officially administered surveys. Non-statistical
sources
refer to the collection of the data for others administrative purposes or for
the
private sector.
Primary Data:
▪ Primary data means first-hand information by an investigator.
▪ It is collected for the first time.
▪ It is original and more reliable.
▪ For example, the population censures conducted by the government of
India after every 10 years is the Primary data.

Secondary Data:
▪ Secondary data refers to second hand information
▪ It is not originally collected and rather obtained from already published
or unpublished sources.
▪ For example, the address of a person takes from the telephone directory or
the phone number of companies taken from just Dual and Secondary data.
 17

[Link] Analysis & Interpretations

Table No: 1

Account Type Preference and ICICI Bank:

Category Details Percentage/Charges
Saving Account Holders Percentage of People 71.7 %
With Saving Accounts
Current Account Percentage of people 23.3%
Holders with current account
Another Account Percentage of People 5%
Holders with other type of
account
ICICI Bank Savings Interest rate on saving 3.5%-4%
Account Interest account deposits
ICICI Bank Current Minimum Balance 25000rs
Account Minimum required of current
balance account
ICICI Bank Non- Charges for not Rs.1000 per month
Maintenance charges maintaining minimum
balance
ICICI Bank IMPS Charges for IMPS Rs.3.5 for Rs.10000
Payment Charges Payments
ICICI Bank physical Charges for Physical Rs.25 Per month
statement charges Account statement
ICICI Bank Overdraft Interest Rate for 12%-14% Per Year
Faculty Overdraft Faculty
 18

Interpretation:
According to data, 71.7 percent of people have a savings account. Current Account
Holders make up 23.3 percent of the population. Other account holders make up only
5% of the total. Savings accountswere favored above current accounts by the public.
ICICI Bank offers 3.5 to 4% interest on savings account deposits and offers online
access to the account. For current accounts, the minimum bank required balance is
25000/-, and non- maintenance charges are 1000/- per month. For IMPS payments,
they charge Rs.3.5 for 10000/-, and physical account statements cost Rs.
25/- per month. They charge 12 to 14 percent per year for an overdraft facility.
People prefer to have a savings account rather than a current account.

Table No: 2

ICICI Bank Customer Analysis

Category Percentage Discription

Significant Customer 85% Customer with ICICI
Bank for more than 6
months
New Customer 15% New Customer Acquired
by ICICI Bank
Customer Switching to 15% Individuals Switching
ICICI Bank for another banks to
ICICI bank
 19

Interpretation:

Customers who have been linked with ICICI Bank for more than 6 months are
more likely to be satisfied with the services offered by the bank and choose to continue
with it. Still, 15% are new customers, indicating that ICICI Bank has the ability to
acquire more customers. At this stage of ICICIBank's development, 15% of
individuals switch from other banks to ICICI Bank.

Table No:3

ICICI Bank Significance with Interest Rates

Category Percentage Description
Satisfied Customers 79.7% Customers satisfied with
ICICI Bank Interest rates
Dissatisfied Customers 20.3% Customer Dissatisfied
with ICICI Bank
Interest Rate 3.5%-4% Interest Rate offered by
ICICI Bank on Saving
Account
 20

Interpretation:
Clients of ICICI Bank are satisfied with the bank's interest rates in 79.7% of cases.
Only 20.3 percent of customers are dissatisfied. As we all know, ICICI bank pays 3.5–
4% interest on savings accounts, which is more than any other bank. 20.3 percent of
customers are dissatisfied, maybe because they are unaware of alternative bank
interest rates or FD rates.

Table No :4

ICICI Bank Credit and Card Details

Category Details
Credit card usage 55% of clients use credit cards
Annual Fee Rs99 for Joining + GST
Fee Reversal Fee can be reversed if spending
Rs.50000+in a year
Monthly Interest Rate 3.4%
Minimum Salary Requirement 20000
 21

Credit cards are used by 55 percent of clients, indicating that the bank's credit
card facility is the preferred method of payment. Charges for using a credit card
are as follows: - Annual FeeRs.99 for joining 199+ GST. It can be reversed if
you spent Rs.50,000 or more in the preceding year, with no additional card
charges and a monthly interest rate of 3.4 percent. A minimum salary of
$20,000 is necessary.
 22

6. FINDINGS AND RECOMANDATION

Findings:

- Customer Satisfaction: Studies have shown that customers value user-

friendly interfaces, transaction efficiency and security protocols in internet
banking services.

- Security Concerns: Security is a major concern for customers, with risks

such as data leaks, hacking and identity theft.

- Adoption and Usage: Research indicates that awareness and adoption of

internet banking services are increasing, but there is still a long way to go.

- Demographics: Younger generations, particularly Gen Y and Gen Z, are

more likely to use digital banking services.
 23

Recommendations-

- Improve User Experience: Banks should prioritize user-friendly interfaces,

easy navigation and fast transaction processing.

- Enhance Security: Implementing robust security protocols, such as

encryption and two-factor authentication, is crucial to protecting customer
data.

- Educate Customers: Banks should educate customers on safe internet

banking practices and provide regular updates on security measures.

- Personalize Services: Offering personalized services and recommendations

can enhance customer satisfaction and loyalty.

- Regular Updates: Regularly updating internet banking services and features

can help banks stay competitive and meet evolving customer needs
 24

7. CONCLUSION

Conclusion of Internet Banking

In conclusion, internet banking has revolutionized the way we manage our
finances, offering numerous benefits and opportunities. Key takeaways
include:

- Convenience and Accessibility: Internet banking provides customers with

the ability to manage their finances anytime, anywhere.
- Increased Efficiency: Internet banking streamlines transactions, reduces
paperwork, and enhances overall efficiency.
- Cost-Effective: Internet banking reduces the need for physical branches and
paper-based transactions, resulting in cost savings.
- Personalized Services: Internet banking allows for personalized services and
recommendations, enhancing customer satisfaction and loyalty.

* Future Directions
As technology continues to evolve, internet banking is likely to become even
more sophisticated, with advancements in areas like:

- Artificial Intelligence: AI-powered chatbots and virtual assistants may

become more prevalent in internet banking.

- Blockchain Technology: Blockchain technology may be used to enhance

security and transparency in internet banking.

- Mobile Payments: Mobile payments and mobile wallets may become

increasingly popular.
 25

8. APPENDICES:

References/Bibliography

[Link]

[Link]

[Link]

[Link]
Analysis

[Link]
 26

Thank-you…