Sudarshan's Project Report - E- Banking (2)

8/3/2019 Sudarshan's Project Report - E- Banking (2)

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Chapter 1

Introduction of Banking system in INDIA

Banking system of a nation is the shadow of nations economy. A healthy and profitable banking

system is just like the backbone of nations economy. It is necessary for a nation to achieve

growth and remain stable in this global world and global economy. The Indian banking system,

with one of the largest banking networks in the world, has witnessed a series of reforms over the

past few years like use of E-Banking and the increased participation of private sector banks.

History of INDIAN BANKING SYSTEM

Banking in India originated in the last decades of the 18th century. The first banks were The

General Bank of India, which started in 1786, and the Bank of Hindustan, both of which are now

defunct The oldest bank in existence in India is the State Bank of India, a government-owned

bank that traces its origins back to June 1806 and that is the largest commercial bank in the

country. Allahabad Bank, established in 1865 and still functioning today, is the oldest Joint

Stock bank in India.

Central banking is the responsibility of the Reserve Bank of India, which in 1935 formally took

over these responsibilities from the then Imperial Bank of India, relegating it to commercial

banking functions. After India's independence in 1947, the Reserve Bank was nationalized and

given broader powers.

In 1948, the Reserve Bank of India, India's central banking authority, was nationalized, and

it became an institution owned by the Government of India.

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In 1949, the Banking Regulation Act was enacted which empowered the Reserve Bank of

India (RBI) "to regulate, control, and inspect the banks in India."

The Banking Regulation Act also provided that no new bank or branch of an existing bank

could be opened without a license from the RBI, and no two banks could have common

directors

Liberalization in INDIAN BANKING SYSTEM

In the early 1990s, the government embarked on a policy of liberalization, licensing a small

number of private banks. Some of the private sector banks are ING VYSYA Bank, Axis Bank(earlier as UTI Bank), ICICI Bank and HDFC Bank.

The next stage for the Indian banking has been setup with the proposed relaxation in the norms

for Foreign Direct Investment, where all Foreign Investors in banks may be given voting rights

which could exceed the present cap of 10%, at present it has gone up to 49% with some

restrictions.

Currently, banking in India is generally fairly mature in terms of supply, product range but reach

in rural India still remains a challenge for the private sector and foreign banks.

Chapter 2

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INTRODUCTION: The Origin of ING Group

ING group originated in 1990 from the merger between Nationale Nederlanden the largestDutch Insurance Company and NMB Post Bank Group. Combining roots and ambitions, the

newly formed company called Internationale Nederlanden Group. Market circles soon

abbreviated the name to I-N-G. The company followed suit by changing the statutory name to

ING Group. ING is a global financial services company providing banking, investments, life

insurance and retirement services and operates in more than 50 countries.

STRATEGY

INGs overall mission is to help customers manage their financial future. INGs strategic focus is

on banking, investments, life insurance and retirement services. They provide retail customers

with the products they need during their lives to grow savings, manage investments and prepare

for retirement with confidence. With wide range of products, innovative distribution models and

strong footprints in both mature and developing markets, ING has the long-run economic,

technological and demographic trends on their side.

COPERATE RESPOSIBILITYING wants to pursue profit on the basis of sound business ethics and respect for its stakeholders.

Corporate responsibility is therefore a fundamental part of INGs strategy: ethical, social and

environmental factors play an integral role in business decisions.

THE ING VYSYA BANK Ltd.

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ING Vysya Bank Ltd., is an entity formed with the coming together of erstwhile, Vysya Bank

Ltd, a premier bank in the Indian Private Sector and a global financial powerhouse, ING of

Dutch origin, during Oct 2002.

The origin of the erstwhile Vysya Bank was pretty humble. It was in the year 1930 that a team of

visionaries came together to form a bank that would extend a helping hand to those who weren't

privileged enough to enjoy banking services.

ING and ING Vysya Life Insurance are headquartered at Bangalore, while the corporate office of

ING Investment Management is situated at Mumbai.

In 1980, the Bank completed fifty years of service to the nation and post 1985; the Bank made

rapid strides to reach the coveted position of being the number one private sector bank. The 75th

anniversary, the Platinum Jubilee of the bank was celebrated during 2005.

At present, Shailendra Bhandari is the Managing Director and CEO of ING VYSYA Bank Ltd.

in India.

SWOT ANALYSIS: ING VYSYA BANK LIMITED

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STRENGHTS:

1) Online Services: ING VYSYA Bank provides online services of all its

banking facilities, so a person can access his account from anywhere he is.

2) Advanced Infrastructure: Branches of ING VYSYA Bank are well

equipped with advanced technology. All the computerized machines are located in

suitable manner & are very useful to the customers & staff of the

bank.

3) Friendly Staff: The staff of ING VYSYA Bank in all branches is very friendly & helps the

customer in all cases. They provide faster services along with bonding personal relationship withthe customers.

4) ATM services: ING VYSYA bank provides ATM services to their customer free of

cost even if the customer uses the other banks ATM.

5) Other Facilities to the Customers & Employees: ING VYSYA Bank

provides facilities like proper sitting arrangements to the customers And proper Ventilation &

sanitary facilities for the employees of the bank.

WEAKNESS:

1) High Initial amount to open a account: In comparison of other banks ING VYSYA Bankoffers their savings and current account with a minimum balance of Rs. 5000 and 10000

respectively.

2) Less no. of Branches: Branches of ING VYSYA Bank are to low as compared to other Banks,

specially in the rural or semi-rural part of the country.

OPPORTUNITIES:

1)Open New Branches: The bank should open branches in that part of the country which are stilluncovered with the banking facilities and have good customer base to gain the first mover

advantage.

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2) Recruit professionally guided students: The bank can recruit these students through tie- ups

with colleges. Such students will surely prove as an asset to the

bank.

3) Associate with social cause: The bank can also associate itself

with social causes like providing relief aid patients, funding towards

natural calamities. This will help him to create a good image among the customers and help him

to gain the more customer base.

THREATS:

1) Competition: ING VYSYA Bank is facing tight competition with other private Banks like

Standered Chartered, HDFC, ICICI, IDBI etc.

2) Decentralized Management: Each branch manager is given the

authority of taking decisions in their respective branches. The

decisions made by different managers are diverse and any one

wrong decision can laid to heavy losses to the bank.

The long journey of seventy-five years has had several milestones

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1930 Set up in Bangalore

1948 Scheduled Bank

1985 Largest Private Sector Bank

1987 The Vysya Bank Leasing Ltd. Commenced

1988 Pioneered the concept of Co branding of Credit Cards

1990 Promoted Vysya Bank Housing Finance Ltd.

1992 Deposits cross Rs.1000 crores

1993 Number of Branches crossed 300

1996Signs Strategic Alliance with BBL., Belgium. Two National Awards by Gem & Jewellery ExportPromotion Council for excellent performance in Export Promotion

1998Cash Management Services, & commissioning of VSAT. Golden Peacock Award - for the best HRPractices by Institute of Directors. Rated as Best Domestic Bank in India by Global Finance(International Financial Journal - June 1998)

2000State -of - the -art Date Centre at ITPL, Bangalore.RBI clears setting up of ING Vysya Life Insurance Company.

2001 ING-Vysya commenced life insurance business.

2002

The Bank launched a range of products & services like the Vys Vyapar Plus, the range of loanschemes for traders, ATM services, personal assistant service, Save & Secure, an account thatprovides accident hospitalization and insurance cover, Sambandh, the International Debit Card andthe mi-b@nk net banking service.

2002 ING takes over the Management of the Bank from October 7th , 2002 .

2002 RBI clears the new name of the Bank as ING Vysya Bank Ltd, vide letter of 17.12.02

2003 Introduced customer friendly products like Orange Savings, Orange Current and Protected HomeLoans

2004 Introduced Protected Home Loans - a housing loan product

2005 Introduced Solo - My Own Account for youth and Customer Service Line Phone Banking Service

2006Bank has networked all the branches to facilitate AAA transactions i.e. Anywhere, Anytime &Anyhow Banking


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VARIOUS FORMS OF E-BANKING:

A. INTERNET BANKING:

Internet Banking lets you handle many banking transactions via your personal computer. For

instance, you may use your computer to view your account balance, request transfers between

accounts, and pay bills electronically.

Internet banking system and method in which a personal computer is connected by a network

service provider directly to a host computer system of a bank such that customer service requests

can be processed automatically without need for intervention by customer servicerepresentatives. The system is capable of distinguishing between those customer service requests

which are capable of automated fulfillment and those requests which require handling by a

customer service representative. The system is integrated with the host computer system of the

bank so that the remote banking customer can access other automated services of the bank. The

method of the invention includes the steps of inputting a customer banking request from among a

menu of banking requests at a remote personnel computer; transmitting the banking requests to a

host computer over a network; receiving the request at the host computer; identifying the type of

customer banking request received; automatic logging of the service request, comparing the

received request to a stored table of request types, each of the request types having an attribute to

indicate whether the request type is capable of being fulfilled by a customer servicerepresentative or by an automated system; and, depending upon the attribute, directing the

request either to a queue for handling by a customer service representative or to a queue for

processing by an automated system.

B. AUTOMATED TELLER MACHINES (ATM):

An automated teller machine or automatic teller machine (ATM) is an electronic computerized

telecommunications device that allows a financial institution's customers to directly use a secure

method of communication to access their bank accounts, order or make cash withdrawals andcheck their account balances without the need for a human bank teller. Many ATMs also allow

people to deposit cash or cheques, transfer money between their bank accounts, top up their

mobile phones' pre-paid accounts or even buy postage stamps.

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On most modern ATMs, the customer identifies him or herself by inserting a plastic card with a

magnetic stripe or a plastic smartcard with a chip, which contains his or her account number. The

customer then verifies their identity byentering a pass code, often referred to as a PIN (PersonalIdentification Number) of four or more digits. Upon successful entry of the PIN, the customermay perform a transaction.

The Indian market today has approximately more than 17,000 ATMs.

C. CREDIT CARDS/ DEBIT CARDS:

The Credit Card holder is empowered to spend wherever and whenever he wants with his Credit

Card within the limits fixed by his bank. Credit Card is a post paid card. Debit Card, on theother hand, is a prepaid card with some stored value. Every time a person uses this card, the

Internet Banking house gets money transferred to its account from the bank of the buyer. The

buyers account is debited with the exact amount of purchases. An individual has to open an

account with the issuing bank which gives debit card with a Personal Identification Number

(PIN). When he makes a purchase, he enters his PIN on shops PIN pad. When the card is slurped

through the electronic terminal, it dials the acquiring bank system - either Master Card or VISA

that validates the PIN and finds out from the issuing bank whether to accept or decline the

transactions. The customer can never overspend because the system rejects any transaction

which exceeds the balance in his account.

D. TELE BANKING:

Undertaking a host of banking related services including financial transactions from the

convenience of customers chosen place anywhere across the GLOBE and any time of date and

night has now been made possible by introducing on-line Telebanking services. By dialing the

given Telebanking number through a landline or a mobile from anywhere, the customer can

access his account and by following the user-friendly menu, entire banking can be done through

Interactive Voice Response (IVR) system. With sufficient numbers of hunting lines made

available, customer call will hardly fail. The system is bi-lingual and has following facilitiesoffered

Balance inquiry and transaction inquiry in all

Inquiry of all term deposit account

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Statement of account by Fax, e-mail or ordinary mail.

Cheque book request

Stop payment which is on-line and instantaneous

Transfer of funds with CBS which is automatic and instantaneous

Utility Bill Payments

Renewal of term deposit which is automatic and instantaneous

E. SMART CARD:

Banks are adding chips to their current magnetic stripe cards to enhance security and offer new

service, called Smart Cards. Smart Cards allow thousands of times of information storable on

magnetic stripe cards. In addition, these cards are highly secure, more reliable and

perform multiple functions. They hold a large amount of personal information, from medical and

health history to personal banking and personal preferences

F. E-CHEQUE:

An e-Cheque is the electronic version or representation of paper cheque.

It can now be used in place of paper cheques to do any and all remote transactions.

An E-cheque work the same way a cheque does, the cheque writer "writes" the e-Cheque

using one of many types of electronic devices and "gives" the e-Cheque to the payee

electronically. The payee "deposits" the Electronic Cheque receives credit, and the payee's bank

"clears" the e-Cheque to the paying bank. The paying bank validates the e-Cheque and then

"charges" the check writer's account for the check

G. MOBILE BANKING :

Mobilebanking is a term used for performing balance checks, account transactions, payments,

credit applications and other banking transactions through a mobile device such as a mobile or

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Personal Digital Assistant . The earliest mobile banking services were offered over SMS. With

the introduction of the first primitive smart phones with WAP support enabling the use of the

mobile web in 1999, the first European banks started to offer mobile banking on this platform to

their customers.

We can avail the following services through E-Banking:

Bill payment service

You can facilitate payment of electricity and telephone bills, mobile phone, credit card and

insurance premium bills as each bank has tie-ups with various utility companies, service

providers and insurance companies, across the country. To pay your bills, all you need to do is

complete a simple one-time registration for each biller. You can also set up standing instructions

online to pay your recurring bills, automatically. Generally, the bank does not charge customers

for online bill payment.

Fund transfer

You can transfer any amount from one account to another of the same or any another bank.Customers can send money anywhere in India. Once you login to your account, you need to

mention the payees's account number, his bank and the branch. The transfer will take place in a

day or so, whereas in a traditional method, it takes about three working days

Credit card customers

With Internet banking, customers can not only pay their credit card bills online but also get a

loan on their cards. If you lose your credit card, you can report lost card online.

Investing through Internet BankingNow investors with interlinked demat account and bank account can easily trade in the stock

market and the amount will be automatically debited from their respective bank accounts and the

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shares will be credited in their demat account. Moreover, some banks even give you the facility

to purchase mutual funds directly from the online banking system.

Recharging your prepaid phone

Now just top-up your prepaid mobile cards by logging in to Internet banking. By just selectingyour operator's name, entering your mobile number and the amount for recharge, your phone is

again back in action within few minutes.

Shopping

With a range of all kind of products, you can shop online and the payment is also

made conveniently through your account. You can also buy railway and air tickets through

Internet banking.

Advantage Of Internet Banking

As per the Internet and Mobile Association of India's report on online banking 2006, "There are

many advantages of online banking. It is convenient, it isn't bound by operational timings, there

are no geographical barriers and the services can be offered at a very low cost."

Through Internet banking, you can check your transactions at any time of the day, and as manytimes as you want to. Where in a traditional method, you get quarterly statements from the bank.

If the fund transfer has to be made outstation, where the bank does not have a branch, the bank

would demand outstation charges. Whereas with the help of online banking, it will be absolutely

free for you.

Security Precautions

Customers should never share personal information like PIN numbers, passwords etc with

anyone, including employees of the bank. It is important that documents that contain confidential

information are safeguarded. PIN or password mailers should not be stored, the PIN and/or

passwords should be changed immediately and memorised before destroying the mailers.

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Customers are advised not to provide sensitive account-related information over unsecured e-

mails or over the phone. Take simple precautions like changing the ATM PIN and online loginand transaction passwords on a regular basis. Also ensure that the logged in session is properlysigned out.

Plastic Cards as Media for Payment:-

There are four types of plastic cards being used as media for making payments. These are:

1. Credit Card

2. Debit Card

3. Smart Card

4. ATM Card

1. Credit Cards: -The Credit Card is a post paid card. The credit card enables the cardholders to: Purchase any

item like clothes, jewellery, railway/air tickets, etc. Pay bills for dining in a restaurant or

boarding and lodging in hotel etc.

2. Debit Cards: -A Debit Card, on the other hand, is a prepaid card with some stored value. Every time a person

uses this card, the Internet Banking house gets money transferred to its account from the bank of

the buyer. The buyers account is debited with the exact amount of purchases.

3. Smart Cards: - Smart Cards have a built-in microcomputer chip, which can be used for storing and processing

information. For example, a person can have a smart card from a bank with the specified amount

stored electronically on it. The specified amount is utilized by the customer, he can approach the

bank to get his card validated for a further specified amount. Such cards are used for paying

small amounts like telephone calls, petrol bills etc.

4. ATM Cards: -The card contains a PIN (Personal Identification Number) which is selected by the customer or

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conveyed to the customer and enables him to withdraw cash up to the transaction limit for the

day. He can also deposit cash or cheque.

Role of customer when using e-banking

You can access Internet Banking only by using your User ID and Password. During the

first login attempt, it is mandatory to change both passwords - login and transaction

which would have been mailed to you by the bank.

If you forget your password, you will have written to us using the "Email Us" option. The

Bank will then issue a new password and send it to your mailing address as per our

records. Kindly check with your branch that this address is updated...

Make sure no one can see the account login name or password you are entering when you

log on to INGVYSYABANK.COM

Logout of INGVYSYABANK.COM before moving on to other Websites.

Before leaving the PC please "close" the browser.

Do not write your INGVYSYABANK.COM login name or password anywhere.

Do not leave your login name and password such that someone sitting at your computer

could see them.

Never present your INGVYSYABANK.COM login name and password to anyone (no

representative of ING VYSYA BANK will ever ask you for your

INGVYSYABANK.COM password).

Notify ING VYSYA Bank immediately if you notice any unusual account activity.

Keep all documents that include your account information in a secure location.

When you login you can view the date and time of your last log in.

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Features offered by ING Vysya B ank for internet banking Balance enquiry and statement

Transfer fund online

Card to card fund transfer

Use debit card online

Prepaid mobile recharge

Subscribe for mobile banking

Lock / activate debit cards /ATM

Request a cheque book

Stop payment

USE OF E-BANKING I N INDIA FR OM LAST FEW YEARS

Year 2003 2004 2005 2006 2007 2008 2009 2010

Incr.% 9 12 15 20 25 32 40 50

Finding

From 2003-2010 , the user of the E-banking is increasing every year.

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Chapter 4

Objective of study

Find the customer satisfaction relating to E-banking service.

To study the awareness of internet banking among the customers of ING VYSYA bank.

Limitation of Study

Banks are not giving me all information about E-banking services.

ING Vysya Bank have a very few branches in Northern India

Customer are not aware about the ING Vysya Bank

ING Vysya Bank have very few ATM .

Research is only done in Agra city.

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Chapter 5

Literature Review

Internet and the Banking System

The rapid growth of the Web creates a tremendous opportunity for new businesses, but also

requires a new way of viewing the market place for the community banker. Experts estimates

that consumer use of on-line banking services will increase over 20-fold by the end of the

century. Geography and the number of branches become irrelevant and community banks are

able to offer the same level of service and convenience to customers as the largest banks. In the

past, over 60% of existing bank customers have cited their bank selection to be based on

convenience of location. For the customers of today, convenience of location includes the

availability of 24-hour access via the Internet. (Wilson, 1996)

Seitz and Stickel (1999) considered that financial service companies are using the Internet as a

new distribution channel. The goals are:

complex products may be offered in an equivalent quality with lower costs to more

potential customers

there may be contacts from each place of earth at any time of day and night

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Seybold (1998) identifies 8 critical success factors for electronic banking:

Own the customers total experience

Streamline business processes that impact the customer

Provide a 360-degree view of customer relationship

Let customers help themselves

Help customers do their job

Deliver personalized service

Source: http://www.aurelvoiculescu.com/mba

Ing vysya Bank

Banking becomes a pleasure as the transactions and services become instant with ING VYSYABank online Internet banking. The services provided are totally secure and unique. These 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.

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Chapter 6

Research Methodology

The data collected from questionnaire will be tabulated and analyzed so that it can easily

understand to the user.

There are a number of ways to be used to present the result of findings are:-

Pie-chart

Graphs

SAMPLING PLAN:

Since it is not possible to study whole universe, it becomes necessary to take sample fromthe universe to know about its characteristics.

Sampling Units: Different Account Holder from the bank. Sample Technique: Random Sampling.

Research Instrument: Structured Questionnaire. Contact Method: Personal Interview.

SAMPLE SIZE:

My sample size for this project was 20 respondents. Since it was not possible to cover thewhole universe in the available time period, it was necessary for me to take a sample sizeof 20 respondents.

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DATA COLLECTION INSTRUMENT DEVELOPMENT:

The mode of collection of data will be based on Primary as well as Secondary data.

Primary data:

Primary data collection will base on personal interview of customers and people linked with INGVYSYA BANK. I have prepared the questionnaire according to the necessity of the data to becollected.

Secondary data:

Collection of information from ING VYSYA website and different various websites related to E-

BANKING.

Chapter 7

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Data analysis

1) Users of E-banking

Yes 65%

No 35%

Currently 65 % of the bank customers availing the facility of E-Banking.

2) No. of user of the banks

SBI 30%

ICICI 20%

HDFC 10%

ING Vysya 5%

Other Banks 35%

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3) Preference for online bill payment services

Yes 60%

No 40%

Majority of the customers are now opt online bill payment. i.e. 60% of the bank

customers are now using online bill payment.

4) Preference for online shopping

Yes 70%

No 30%

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Similarly, 70% of the customers are now using online shopping that saves the

precious time of the customers.

5) Preference for online fund transfer

Yes 35%

No 65%

Only few customers are using the online fund transfer facility i.e. 35%

6) Satisfied Customers

Yes 65%

No 35%

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Most of the customer are satisfied with the E-Banking as they save their time and

have found full security for their transaction online.

Chapter 8

Findings

1. In the users ratio of internet banking 65% of customers are using this service.

2. In these services the SBI bank is top in service of E-banking.

3. The services that are mostly used by maximum customers are transactions, online

trading, bill payment, shopping etc.

4. The mode of transaction that a customer used more often is through cash, cheque & e-banking respectively.

5. Different banks charge different rates for online service.

Suggestions

1. Demonstration of E-Banking should be provided to the existing customers to promote E-

Banking.

2. Encourage customers that E-banking is totally safe if you take necessary precautions like

protect your password from others.

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3. Provide discounts on shopping through E-Banking.

Chapter 9

Conclusion

The basic objective of my research was to analyze the awareness among customers for internet

banking in INDIA. It gives direction to research tools, research types and techniques. Althoughthe findings reveal that people know about the services but still many people are unaware and

many of them are non users so the bank should by promotion try to aware the customers about

the benefits of E-Banking. Banks should look forward to have some tie ups with other financial

institutions to increase the service base.

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Chapter 10

Bibliography

WEBSITE

www.ingvysyabank.com

www.google .com

www.economictimes.com

www.wikipedia.com

www.worldjute.com

BOOKS

Research Methodology-Methods and Techniques by C.R. Kothari

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Chapter 11

ANNEXURE

A. Questionnaire:-

1. Name of the customer:-

2. Do you like E-bankinga. Yes

b. No

1. Tick which bank you preferred

a. ICICI

b. SBI

c. Axis

d. HDFC

e. PNB

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f. ING VYSYA

g. Any Other

1. Why this bank

a. Service is good

b. They provide security

c. Cheaper service fees.

1. Which type of service mostly you use?

a. Online Bill Payments

b. Online shopping

c. Both

d. none

1. Services of the bank are.

a. poor

b. good

c. Very good

1. Are you availing the Facility of Online fund Transfer?

a. Yes

b. No

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1. Are you satisfied with the using of E-banking?

a. Yes

b. No

A.BALANCE SHEET OF ING VYSYA BANK LTD.

(Rupees in Crores)

FY 2011 FY2010

Capital And Liabilities

Capital 120.99 119.97

Employee Stock Options Outstanding 1.88 2.99

Reserves and Surplus 2,501.41 2,207.97

Deposits 30,194.25 25,865.30

Borrowings 4,146.91 3,671.39

Other Liabilities And Provisions 2,048.53 2,012.62

Total 39,013.97 33,880.24

Assets

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Cash and Balances with RBI 2,183.78 2,329.59

Balances with Banks and Money at call and Short notice 337.64 697.46

Investments 11,020.67 10,472.92

Advances 23,602.14 18,507.19

Fixed Assets 502.83 495.93

Other Assets 1,356.91 1377.15

Total 39,013.97 33,880.24

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Documents

Sudarshan's Project Report - E- Banking (2)