A

PROJECT REPORT
ON

“A Study Of Internet Banking With Reference To SBI”

Submitted to

G.S COLLEGE OF COMMERCE AND ECONOMICS

(AUTONOMOUS), NAGPUR

Affiliated to

RASHTRASANT TUKDOJI MAHARAJ UNIVERSITY, NAGPUR

In partial fulfillment for the award of the degree of

Bachelor of Business Administration

Submitted by

AKSHAY .S. MEHROLIYA

Under the Guidance of

DR. AFSAR SHEIKH

G.S College of Commerce and Economics (Autonomous),

Nagpur
Academic year 2023-24
 G.S College of Commerce and Economics (Autonomous),
Nagpur
Academic year 2023-24

CERTIFICATE

This is to certify that “AKSHAY .S. MEHROLIYA’’ has submitted the project report

titled “A Study Of Internet Banking With Reference To SBI’’, towards partial

fulfillment of BACHELOR OF BUSINESS ADMINISTRATION degree examination.

This has not been submitted for any other examination and does not form part of any other course

undergone by the candidate.

It is further certified that he has ingeniously completed his project as prescribed by

RashtraSant Tukadoji Maharaj Nagpur University, Nagpur.

DR. AFSAR SHEIKH DR. AFSAR SHEIKH

(Project Guide) (Co-Ordinator)

Place: Nagpur

Date:
G.S College of Commerce and Economics (Autonomous),
Nagpur
Academic year 2023-24

DECLARATION

I here-by declare that the project with title “A Study Of Internet Banking With

Reference To SBI‟‟ has been completed by me in partial fulfillment of BACHELOR

OF BUSINES ADMINISTRATION degree examination as prescribed by Rashtrasant

Tukadoji Maharaj Nagpur University, Nagpur and this has not been submitted for any other

examination anddoes not form the part of any other course undertaken by me.

Place: Nagpur AKSHAY .S. MEHROLIYA

Date:
G.S College of Commerce and Economics (Autonomous),
Nagpur
Academic year 2023-24

ACKNOWLEDGEMENT

With immense pride and sense of gratitude, I take this golden opportunity to express my
sincere regards to DR. PRAVEEN MUSTOOR, Principal, G.S. College of Commerce &
Economics, Nagpur.

I am extremely thankful to my Project Guide DR. AFSAR SHEIKH for her guideline
throughout the project. I tender my sincere regards to Co-ordinator, DR. AFSAR SHEIKH
for giving me outstanding guidance, enthusiastic suggestions and invaluable
encouragement which helped me in the completion of the project.

I will fail in my duty if I do not thank the Non-Teaching staff of the college for their Co-
operation.

I would like to thank all those who helped me in making this project complete and
successful.

Place: Nagpur AKSHAY .S. MEHROLIYA

Date:
 CONTENTS

SR.NO TOPIC PAGE

NO.

1. Introduction 1-4

2. Company Profile 5-9

3. Literature Review 10-12

4. Research Methodology 13-18

 Problem Definition 14

 Needs Of Study 14

 Objectives Of Study 14

 Limitations Of Study 15

 Hypothesis 16

5. Data Analysis And Interpretation 19-31

6. Findings 32-34

7. Conclusion 35-36

8. Recommendations And Suggestions 37-38

9. Bibliography 39-40

Annexure 41-44
 G.S. College of Commerce & Economics, Nagpur Academic Year 2023-24

CHAPTER 1
INTRODUCTION

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INTERNENT BANKING

Meaning Of Internet Banking

Online banking, also known as internet banking, virtual banking, web banking or home
banking, is a system that enables customers of a bank or other financial institution to
conduct a range of financial transactions through the financial institution's website
or mobile app. Since the early 2000s this has become the most common way that
customers access their bank accounts.

The online banking system will typically connect to or be part of the core banking system
operated by a bank to provide customers access to banking services in addition to or in
place of historic branch banking. Online banking significantly reduces the banks'
operating cost by reducing reliance on a branch network and offers convenience to some
customers by lessening the need to visit a branch bank as well as being able to perform
banking transactions even when branches are closed.

Internet banking provides personal and corporate banking services offering features such
as making electronic payments, viewing account balances, obtaining statements, checking
recent transactions and transferring money between accounts.

Some banks operate as a "direct bank" or "neobank" that operate entirely via the internet
or internet and telephone without having any physical branches relying completely on
their online banking facilities.

To access a bank and online banking facility, a customer with internet access will need to
register with the bank for the service, and set up a password and other credentials for
customer verification. The customer visits the financial institution's secure website, and
enters the online banking facility using the customer number and credentials previously
set up.

Each financial institution can determine the types of financial transactions which a
customer may transact through online banking, but usually includes obtaining account
balances, a list of recent transactions, electronic bill payments, financing loans and funds
transfers between a customer's or another's accounts.

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Most banks set limits on the amounts that may be transacted, and other restrictions. Most
banks also enable customers to download copies of bank statements, which can be printed
at the customer's premises (some banks charge a fee for mailing hard copies of bank
statements). Some banks also enable customers to download transactions directly into the
customer's accounting software. The facility may also enable the customer to order a
cheque book, statements, report loss of credit cards, stop payment on a cheque, advise
change of address and other routine actions.

Some financial institutions offer special internet banking services, for example, Personal
financial management support, such as importing data into personal accounting software.
Some online banking platforms support account aggregation to allow the customers to
monitor all of their accounts in one place whether they are with their main bank or with
other institutions.

Internet Banking means the service we offer by which you can access and transact on a
nominated account by using a personal computer and accessing via our website. This
includes transactions processed through the mobile banking facility as well as the
smartphone app facility.

Advantages of Internet Banking

Some of the most prominent advantages of internet banking include the following:

 Transferring Funds :- With internet banking, you can transfer money from one
account to another. You can initiate inter and intrabank fund transfers,
domestically and internationally. You can send funds to beneficiaries within an
hour using money transfer channels like NEFT, RTGS, and IMPS.

 Booking Deposits:- Another benefit of internet banking is that you can

conveniently open fixed and recurring deposit accounts online. You can choose
your preferred deposit type (cumulative or non-cumulative), amount, and
investment term.

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 Paying Bills & Recharging:- You can pay utility bills like electricity, telephone,
gas, etc., from the comfort of your home and enable auto-debit options never to
miss a payment. You can also effortlessly recharge your mobile and DTH
connections through your internet banking account.

 Tracking Account and Checking balances:- You can constantly track your
account and check account balances from anywhere, at any time, whether you are
in India or overseas. You can get mini statements or download account statements
from years ago under the „view account statement‟ section on the internet banking
platform.

 Placing Orders For Bank Products:- Internet banking also allows you to place
orders for bank products like cheque Books and Bank Cards. You can order
primary and add-on debit cards and even apply for credit cards and priority passes
for international airport lounge access (if applicable).

 Add-on Services:- You can enjoy a wide variety of add-on services, including
buying or selling mutual funds, buying insurance policies, and applying for
various types of loans. Your internet banking account also allows you to set auto-
payments for all recurring expenses.

Disadvantages of Internet Banking

Like all things in life, internet banking also has a few disadvantages:

 No Cashless Deposit Option:- There is no provision for cash deposits. You must
visit your nearest bank branch or cash deposit machine to deposit money.

 Internet Requirement:- Your access to Internet banking services can be

hindered in the absence of a stable internet connection. It can also be affected
when bank servers are down.

 Internet Fraud:- You could become a victim of internet fraud if you do not
comply with the security measures prescribed by the bank, such as not setting
strong passwords, sharing passwords, or not logging out from your internet
banking account.

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CHAPTER 2
COMPANY PROFILE

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State Bank of India (SBI) is an Indian multinational public sector bank and financial
services statutory body headquartered in Mumbai, Maharashtra. SBI is the 48th largest
bank in the world by total assets and ranked 221st in the Fortune Global 500 list of the
world's biggest corporations of 2020, being the only Indian bank on the list. It is a public
sector bank and the largest bank in India with a 23% market share by assets and a 25%
share of the total loan and deposits market. It is also the tenth largest employer in
India with nearly 250,000 employees. In 2023, the company‟s seat in Forbes Global
2000 was 77.

On 14 September 2022, State Bank of India became the third lender (after HDFC
Bank and ICICI Bank) and seventh Indian company to cross the 5-trillion market
capitalisation on the Indian stock exchanges for the first time. The largest public lender in
the country reached a milestone on February 7, 2024, when its market capitalization
surpassed 6 lakh crore, making it the second public sector undertaking (PSU) to do so,
after Life Insurance Corporation. The Reserve Bank of India (RBI) has identified the
SBI, HDFC Bank, and ICICI Bank as Domestic Systemically Important Banks (D-SIBs),
which are often referred to as banks that are “too big to fail”

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Company type Public

Traded as  NSE: SBIN

 BSE: 500112
 LSE: SBID
 BSE SENSEX Constituent
 NSE NIFTY 50 Constituent

ISIN INE062A01020

Industry Banking, financial services

Headquarters State Bank Bhawan, M.C. Road, Nariman

Point, Mumbai, Maharashtra, India
Number of India:
locations 22,219 Branches
62,617 ATMs
International:
229 Branches in 31 countries
Area served Worldwide

Key people  Dinesh Kumar Khara (Chairman)

 Kameshwar Rao Kodavanti (CFO)

Revenue Rs.473,378.14 crore (US$59 billion) (2023)

Operating Rs.93,582.84 crore (US$12 billion) (2023)

income
Net income Rs.55,648.20 crore (US$7.0 billion) (2023)

Total assets Rs.6,317,052.20 crore (US$790 billion) (2024)

Total equity Rs.371,767.90 crore (US$47 billion) (2023)

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Parent Ministry of Finance

(Government of India (57.5%)

Subsidiaries  SBI Life Insurance Ltd

 SBI Mutual Fund (63%)
 SBI Cards and Payment Services Ltd
 SBI General Insurance (70%)
 Jio Payments Bank (30%)
 Yes Bank (30%)
 Andhra Pradesh Grameena Vikas Bank (35%)
 Kaveri Grameena Bank (35%)

Capital ratio Tier 1 11.03% (2022)

Rating  S&P BBB− / A-3/ Stable

 Moody's Baa3/ P-3/ Stable
 Fitch BBB− / F-3/ Stable

Website bank.sbi

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CHAPTER 3
LITERATURE REVIEW

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REVIEW LITERATURE

Arun (2019) in his research paper made an attempt to study the awareness level of
Internet Banking facilities among the college students between the age group of 18 to 25.
The results of the study revealed that the respondents are aware about the various e-
facilities provided by banks and are using ATM and net banking regularly.

Alam and Khan (2018) conducted a research to study customer's prospective about uses
of E-banking and analyze customers' awareness and difficulty of use about e-banking.
The study was conducted in Lucknow on 200 respondents. The findings of the study
revealed that the rate of usage of internet banking is increasing in educated users and is
more popular between age group of 25-35 years of upper class of society. Furthermore,
the lack of awareness level among the lower middle class indicates that inexperience and
complexity has an effect on customers who hesitate to use the e-services.

Shanmugam et.al. (2015) investigated the perceptions of customers regarding internet

banking in UK with the main objective of providing an understanding of British internet
banking. The researchers used both primary and secondary data. The results indicate that
money transfers and bill payment are the most popular facilities with UK internet
banking adopters. More importantly, security is the most important factor affecting the
rate ofinternet banking adoption in the UK.

Gupta and Islamia (2008) examined the behaviour of consumers with respect to internet
banking along with the traditional banking. Relevant data was collected using
questionnaires filled up from 2000 consumers belonging to the major cities in India. The
conclusions so drawn revealed that the use of internet banking is restricted to few
consumer segments. Furthermore, the structure of internet banking should be updated to a
great extent in order to cater to the needs of the consumers and keep them satisfied.

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Vimala (2016) inspected and evaluated the Internet banking security measures
specifically of Indian Bank in Coimbatore District by selecting 50 customers and
recorded their responses related to the study. The results of the research work on the
Internet banking aided to identify the precautionary checklist open to for a number of
issues in the internet banking era.

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CHAPTER 4
RESEARCH METHODOLOGY

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PROBLEM DEFINITION
Internet banking has not yet become main stream. This means that marketers in banks,
financial institutions and consumer educators still have to make an effort to understand
the factors which lead to the adoption of Internet banking. by the availability of review of
literature the researcher stated the customers are facing problems in the usage of Internet
banking and they are not adequately aware of the concept of Internet banking. Hence the
aim of the study is to analyze the problem in usage of internet banking among the SBI
customers.

NEED OF STUDY
1. To know the customers perception toward the E-banking service.
2. Find the customer satisfaction relating to E-banking service.
3. To Know the awareness of internet banking among the customers of SBI.

OBJECTIVES OF STUDY
1. To determine the satisfaction level of customers.
2. To find out the major problems faced by the customers while using internet
banking services.
3. To know about the current and future prospects of E-Banking to the customers.

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LIMITATIONS OF STUDY
1. Limited Generalizability:- Findings may not be applicable to other banks or
countries due to specific characteristics of SBI or the Indian banking system.

2. Data Availability:- Access to comprehensive and up-to-date data from SBI's internet
banking platform may be restricted, impacting the depth of analysis.

3. Time Constraints:- The study may be limited in scope due to time constraints,
potentially leading to a superficial analysis or omission of certain factors.

4. Sample Size:- Limited access to a diverse sample of internet banking users from SBI
could restrict the study's ability to draw robust conclusions.

5. Bias:- There may be inherent biases in the data collected, such as self-selection bias
among survey respondents or reporting bias in customer feedback.

6. Technological Limitations:- Constraints related to technology, such as internet

connectivity issues or outdated software systems, may hinder the research process.

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HYPOTHESIS
Hypothesis 1:- Quality of e-banking website has a significant effect on customer
satisfaction.

Hypothesis 2:- Quality of e-banking services has a significant effect on customer

satisfaction.

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Research methodology refers to the systematic process and set of techniques or

procedures used to conduct a study or investigation. It is the blueprint that guides the
entire research process, from the formulation of research questions or hypotheses to the
analysis and interpretation of results. A well-designed research methodology is essential
for ensuring the reliability and validity of the research findings.

Effective Research will involve –

 Collection of data from primary and secondary sources
 Data Presentation
 Review historical performance

DATA SOURCES
Primary Data:-
In this research with a SAMPLE SIZE OF 60 customer's data will be available in form of
questionnaire collected in terms of different questions 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. Only the Customers of SBI Bank
are taken as samples for study the project.
 Questionnaire :-
A questionnaire is a research tool featuring a series of questions used to collect useful
information from respondents. I can use Google forms for questionnaire. It is jusk like
a survey.
 Observations:-
Observe users interacting with the SBI internet banking platform to identify any usability
issues or pain points they may encounter.

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Secondary Data:-
Secondary data is information that is already available in a ready-to-use format and
has been used by people for a variety of purposes. Secondary data can come from a
variety of places, including newspapers, periodicals, journals, books, reports, records,
and other publicly available material.

 Academic Journals:-
Search for academic papers and journals that discuss the internet banking. Websites
like Google Scholar, IEEE Xplore, and JSTOR can be helpful.
 Recommendations:- Finally, based on your conclusions, make recommendations for
SBI or other stakeholders. These recommendations could be aimed at improving
internet banking services, increasing customer satisfaction, or addressing any gaps
identified in the research.
 Websites :-
I will collect a data from some websites and already available research project in
internet

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CHAPTER 5
DATA ANALYSIS AND
INTERPRETATION

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INTRODUCTION: Above data has been collected from 60

respondents.The questions are asked to mixed group of people are:
1. Customers are satisfied with internet banking services

Sr. No Particulars Responses Percentage (%)

1. VERY DISSATISFIED 6 10%

2. DISSATISFIED 3 5%

3. NEUTRAL 20 33.33%

4. SATISFIED 20 33.33%

5. VERY SATISFIED 11 18.3%

Total 60 100%

INTERPRETATION:
The majority of respondents expressed satisfaction, with 33.33% satisfied and 18.3%
very satisfied, resulting in 51.63% satisfaction. However, 33.33% remained neutral,
suggesting room for improvement. The low percentages of dissatisfaction (15%) suggest
addressing concerns could enhance overall satisfaction levels.

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2. Issues have encountered while using internet banking services

Sr. No Particulars Responses Percentage (%)

1. LOGIN DIFFICULTIES 20 33.3%

2. TRANSACTION ERRORS 27 45%

3. SLOW WEBSITE 30 50%

4. SECURITY CONCERNS 6 10%

Total 83 138.33%

INTERPRETATION:
 The data indicates that the most common issues users faced are slow website
performance, transaction errors, and login difficulties, in descending order of
frequency.
 These issues collectively contribute to a suboptimal user experience, potentially
leading to frustration, loss of trust, and reduced usage of the platform.
 Addressing these issues promptly and effectively is crucial to improving user
satisfaction, retention, and overall system performance.

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3. Experience of any improvements in internet banking services

over the past year

Sr. No Particulars Responses Percentage (%)

1. YES 39 65%

2. NO 8 13.3%

3. NOT SURE 13 21.7%

Total 60 100%

INTERPRETATION:
The majority of respondents (65%) have observed significant improvements in internet
banking services over the past year. However, 21.7% expressed uncertainty, suggesting a
lack of clarity or awareness about the changes. Additionally, 13.3% reported no
improvements, suggesting the need to consider their feedback to identify areas for
improvement or address concerns.

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4. Issues have encountered while using internet banking services

Sr. No Particulars Responses Percentage (%)

1. DAILY 27 45%

2. WEEKLY 19 31.7%

3. MONTHLY 7 11.7%

4. RARELY 7 11.7%

Total 60 100%

INTERPRETATION:
 The data indicates that a majority of users (76.7%) encounter issues with internet
banking services at least weekly. This highlights a significant reliability concern for
the internet banking platform.
 The fact that a sizable portion of users (23.4%) rarely or never encounter issues
does not mitigate the seriousness of the problem, as the majority of users face
recurring challenges.
 The high percentage of daily and weekly issues suggests that the internet banking
platform may have systemic issues that need to be addressed promptly to improve
user experience and reliability.

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5. Encounter technical issues while using the e-banking website

Sr. No Particulars Responses Percentage (%)

1. RARELY 24 40%

2. OCCASIONALLY 23 38.3%

3. FREQUENTLY 13 21.7%

Total 60 100%

INTERPRETATION:
 The fact that the majority (78.3%) of respondents reported encountering technical
issues either rarely or occasionally suggests that the e-banking website may
generally provide a satisfactory user experience most of the time.
 However, the 21.7% of respondents who reported encountering technical issues
frequently indicate that there are significant concerns regarding the reliability and
usability of the e-banking website for a notable portion of users.

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6. Rate responsiveness of customer support provided through the

e-banking website

Sr. No Particulars Responses Percentage (%)

1. EXCELLENT 7 11.7%

2. GOOD 42 70%

3. FAIR 10 16.7%

4. POOR 1 1.7%

Total 60 100%

INTERPRETATION:
Overall, the data suggests that the majority of users perceive the rate responsiveness of
customer support on the e-banking website as good, with only a small portion considering
it excellent or poor. There is a relatively minor proportion of users who rated it as fair. This
indicates that the majority of users are generally satisfied with the responsiveness of
customer support on the e-banking website.

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7. Important is it to access to internet banking services

Sr. No Particulars Responses Percentage (%)

1. NOT IMPORTANT AT ALL 2 3.3%

2. SOMEWHAT IMPORTANT 9 15%

3. NEUTRAL 24 40%

4. IMPORTANT 18 30%

5. VERY IMPORTANT 7 11.7%

Total 60 100%

INTERPRETATION
The survey reveals that only 3.3% of respondents consider internet banking services not
important, 15% consider them somewhat important, 40% are neutral, 30% consider them
important, and 11.7% consider them very important. The majority value access to these
services for financial activities, with 30% valuing them, and 11.7% highly prioritizing
them.

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8. Satisfied with customer support provided in internet banking

queries

Sr. No Particulars Responses Percentage (%)

1. VERY DISSATISFIED 2 3.3%

2. DISSATISFIED 4 6.67%

3. NEUTRAL 35 58.3%

4. SATISFIED 18 30%

5. VERY SATISFIED 1 1.7%

Total 60 100%

INTERPRETATION:
The survey revealed that only 3.3% of respondents were very dissatisfied with internet
banking customer support, while 6.67% were dissatisfied. The majority (58.3%) were
neutral, with 30% satisfied. Only 1.7% were very satisfied, indicating a small percentage
of customers had positive experiences. The majority of respondents were satisfied with the
support provided.

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9. Rate the overall reliability of internet banking services

Sr. No Particulars Responses Percentage (%)

1. POOR 2 3.3%

2. FAIR 16 26.7%

3. GOOD 38 63.3%

4. VERY GOOD 4 6.75

Total 60 100%

INTERPRETATION:
The reliability of internet banking services was rated by respondents in three categories:
poor (3.3%), fair (26.7%), good (63.3%), and very good (6.75%). The majority (63.3%)
rated it as good, indicating high satisfaction and trust. The small percentage (6.75%) rated
it as very good, indicating consistent reliability.

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10. Recommend internet banking services to others

Sr. No Particulars Responses Percentage (%)

1. DEFINITELY YES 20 33.3

2. PROBABLY YES 23 38.3

3. NOT SURE 11 18.3

4. PROBABLY NOT 6 10

5. DEFINITELY NOT NIL NIL

Total 60 100%

INTERPRETATION:
 33.3% strongly recommend internet banking services, indicating high satisfaction
and confidence.
 38.3% are inclined towards recommending internet banking services, suggesting
majority satisfaction but potential uncertainties.
 18.3% are uncertain about recommending internet banking services, suggesting
potential areas for educational or promotional efforts.
 10% are leaning towards not recommending internet banking services, indicating
reservations or negative experiences requiring further investigation.

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11. Satisfied with the quality of the e-banking website use

Sr. No Particulars Responses Percentage (%)

1. VERY DISSATISFIED 2 3.3%

2. DISSATISFIED 4 6.7%

3. NEUTRAL 24 40%

4. SATISFIED 25 41.7%

5. VERY SATISFIED 5 8.3%

Total 60 100%

INTERPRETATION:
The e-banking website has a range of user satisfaction levels, with 3.3%) being extremely
dissatisfied, 6.7% being dissatisfied, 40% neutral, 41.7% satisfied, and 8.3% very satisfied.
These levels indicate that the website meets user needs and provides a satisfactory
experience, but there is room for improvement to convert more neutral users into satisfied
ones. Maintaining these levels of satisfaction is crucial to attract more users and maintain a
positive image for the website.

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HYPOTHESIS TESTING

Hypothesis
Hypothesis 1 :- Quality of e-banking website has a significant effect on customer
satisfaction.

Hypothesis 2 :- Quality of e-banking services has a significant effect on customer

satisfaction.

From the above research study conducted during my research work it is found that among
the above mentioned hypothesis, Hypothesis H2 i.e. “Quality of e-banking services has a
significant effect on customer satisfaction.” is found to be true hence accepted, where as
another Hypothesis H1 i.e. “Quality of e-banking website has a significant effect on
customer satisfaction” is rejected.

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CHAPTER 6
FINDINGS

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FINDINGS
1. The majority of respondents express satisfaction with internet banking services.
While there are some who are very satisfied, a significant portion remains neutral,
suggesting there's room for improvement. Addressing concerns could further
enhance overall satisfaction levels.

2. Slow website performance, transaction errors, and login difficulties are the most
prevalent issues faced by users. Addressing these issues promptly is crucial for
improving user experience, trust, and platform usage.

3. A majority have observed improvements in internet banking services, a

significant portion remains uncertain or has seen no improvements. This suggests
the need for clearer communication about changes and addressing concerns from
those who haven't noticed improvements.

4. A large proportion of users encounter issues with internet banking services

frequently, highlighting reliability concerns. This necessitates prompt attention to
systemic issues to enhance user experience and reliability.

5. The majority of users encounter technical issues rarely or occasionally, a notable

portion faces frequent issues. This indicates significant concerns regarding
reliability and usability for some users.

6. Most users perceive customer support responsiveness as good, indicating overall

satisfaction. However, there's still room for improvement, particularly for those
who rated it as fair.

7. The majority of respondents value internet banking services, with only a small
percentage considering them unimportant. This underscores the significance of
these services for financial activities.

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8. The majority of respondents were satisfied with internet banking customer

support, there's a notable portion who were neutral, suggesting areas for
improvement in service quality.

9. The majority of respondents rate the reliability of internet banking services as

good, with a smaller portion rating it as very good. This indicates a high level of
satisfaction and trust in the reliability of the services.

10. A significant portion of respondents strongly recommend internet banking

services, indicating high satisfaction and confidence. However, there are also
some who are uncertain or leaning towards not recommending, suggesting
potential areas for improvement or investigation.

11. A majority of users are satisfied with the e-banking website, there are still some
who are dissatisfied or neutral, indicating areas for improvement to enhance user
experience and satisfaction levels.

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CHAPTER 7
CONCLUSION

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CONCLUSION
Based on the findings gathered from the respondents, it's evident that internet banking
services enjoy a substantial level of satisfaction among users. However, there are
notable areas for improvement to enhance overall user experience and address
lingering concerns. Issues such as slow website performance, transaction errors, and
login difficulties are prevalent and require prompt attention to bolster trust and usage
of the platform.

While there have been observed improvements by a majority of users, there remains a
significant portion who are uncertain or have not noticed any enhancements,
indicating the necessity for clearer communication and addressing concerns
comprehensively. Reliability concerns also loom large, with a sizable proportion of
users encountering issues frequently, suggesting a need for systemic improvements.

While customer support responsiveness is generally perceived as good, there's room

for enhancement, particularly for those who rated it as fair. Despite these challenges,
the significance of internet banking services in financial activities cannot be
overstated, as evidenced by the majority valuing these services highly.

Overall, while there's a solid foundation of satisfaction and trust in internet banking
services, addressing the identified areas for improvement is crucial to ensure
continued user satisfaction and confidence in the platform.

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CHAPTER 8
RECOMMENDATIONS AND
SUGGESTIONS

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RECOMMENDATIONS AND SUGGESTIONS

1. Prioritize resolving the most prevalent issues such as slow website performance,
transaction errors, and login difficulties to improve user experience and trust in the
platform.

2. Clearly communicate improvements made to internet banking services to ensure all

users are aware of changes. Address concerns from those who haven't noticed
improvements to increase transparency and user satisfaction.

3. Address systemic issues promptly to enhance the reliability of internet banking

services. This will help alleviate concerns about frequent technical issues and
improve overall user experience.

4. Most users perceive customer support as good, there's room for improvement,
particularly for those who rated it as fair. Enhancing customer support responsiveness
can further improve overall satisfaction levels.

5. Identify areas for improvement in the e-banking website to enhance user experience
and satisfaction levels. Address concerns from users who are dissatisfied or neutral to
ensure a seamless online banking experience for all users.

6. Pay attention to users who are neutral or leaning towards not recommending internet
banking services. Investigate the reasons behind their feedback to identify areas for
improvement or potential issues that need addressing.

7. Regularly gather feedback from users to identify emerging issues and areas for
improvement. Implement a continuous improvement process to ensure internet
banking services meet the evolving needs and expectations of users.

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CHAPTER 9
BIBLIOGRAPHY

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BIBLIOGRAPHY:-

Websites:-
 https://cleartax.in/s/net-banking
 https://sbi.co.in/web/personal-banking/digital/internet-banking
 https://en.wikipedia.org/wiki/State_Bank_of_India
 https://sbi.co.in/web/about-us/about
us#:~:text=State%20Bank%20of%20India%20(SBI,Bank%20by%20Indians
%20through%20generations.
 https://www.creditmantri.com/sbi-net-banking/
 https://www.creditmantri.com/sbi-net-banking/

Books:-
 PRADIP KUMAR RAY Step by Step Guide: (SBI Internet Banking)
 Calvin Publication Internet Banking (Hardcover, Dr. Ashok Kumar Singh)

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ANNEXURE

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QUESTIONARIE

1. Name

2. On a scale of 1 to 5, how satisfied are you with SBI internet banking services?
i. Very dissatisfied
ii. Dissatisfied
iii. Neutral
iv. Satisfied
v. Very satisfied

3. Which of the following issues have you encountered while using SBI internet banking
services? (Select all that apply)
i. Login difficulties
ii. Transaction errors
iii. Slow website or app performance
iv. Security concerns

4. Have you experienced any improvements in SBI internet banking services over the past
year?
i. Yes
ii. No
iii. Not sure

5. How often do you use internet banking services?

i. Daily
ii. Weekly
iii. Monthly
iv. Rarely

6. How often do you encounter technical issues while using the e-banking website?
i. Rarely
ii. Occasionally
iii. Frequently

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7. How would you rate the responsiveness of customer support provided through the e-
banking website?
i. Excellent
ii. Good
iii. Fair
iv. Poor

8. On a scale of 1 to 5, how important is it for you to have access to internet banking

services?
i. Not important at all
ii. Somewhat important
iii. Neutral
iv. Important
v. Very important

9. How satisfied are you with the customer support provided for internet banking queries?
i. Very dissatisfied
ii. Dissatisfied
iii. Neutral
iv. Satisfied
v. Very satisfied

10. How would you rate the overall reliability of SBI internet banking services?
i. Poor
ii. Fair
iii. Good
iv. Very good

11. Would you recommend SBI internet banking services to others?

i. Definitely yes
ii. Probably yes
iii. Not sure
iv. Probably not
v. Definitely not

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12. On a scale of 1 to 5, how satisfied are you with the quality of the e-banking website you
use?
i. 1 (Very dissatisfied)
ii. 2 (Dissatisfied)
iii. 3 (Neutral)
iv. 4 (Satisfied)
v. 5 (Very satisfied)

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