Financial Inclusion and E-Banking Services (ATM)awareness among thecustomer of SBI

Submitted by:

Trishala Gautam

Economics Honors

Presentation Outlay

Introduction

NEED OF THE STUDY

OBJECTIVE OF THE STUDY

FINANCIAL INCLUSION IN

INDIA

In the past five and a half years, these BSBD accounts have risen more than six-

fold and nearly half of these accounts were opened through Business

Correspondents (BCs) as shown below:

5075

110

190

305

410

505

60

100 110

180

250

400

450

2010-11 2011-12 2012-13 2013-14 2014-15 2015-16 2016-17

Progress in No Frills/ Basic Savings Bank Accounts

amount outstanding ( Rs. billion) number of accounts (million)

ATM SERVICES

What is debit card?

Types of Debit Card

• Visa Debit Card

• Visa Electron debit cards

• MasterCard Cirrus Card or a MasterCard

• Contactless Debit Card

• RuPay Debit Card

• Maestro Debit Card

SBI (State Bank Of India)

RESEARCH METHODOLOGY

• Sampling method: The in- depth interview procedure for this study is limited to Agra City only as there are some certain limitation. And it has been already mentioned that the interview will be only on the users of SBI ATM services.

• Data Collection method: The primary data will be collected in form of questionnaire from the users of SBI ATM Services.

• Data Analysis method: The data analysis of this research will mostly represent by qualitative manner.

• Sample Size: 25

• Age group: 18-50

• Population: Customer of SBI

• Sampling method: Random sampling

• Time period: 2 months

• Statistical tools:, Graphical representation

• Geographical area: Sunderbagh dayalbagh, Agra

DATA ANALYSIS

Chart 1 shows, the surveyed population, Males accounted for 14(56%)

and Females accounted for 11(44%).

56%

44%

1. Gender Ratio

Males female

Do you have an ATM Card?

80%

20%

Do you have an ATM Card

yes no

Rest of the study is out of 20 respondents

How often do you use an ATM CARD?

25%

70%

5%

0%

Frequency of using ATM in a Month

< 3 time in a month

3- 6 times in a month

7-10 times in a month

> 10 times in a month

Which attribute of bank do you like the most.

technology used

by bankstype of bank trust location

Important Attributes of Bank 5% 5% 20% 20%

0%

5%

10%

15%

20%

25%

Important Attributes of Bank

Which factors motivate you to use the new techniques in banking (Atm

services)?

50%

30%

10%

5%5%

Most motivating Factor to Use new technique in banking (ATM

Services)

reduce time of location

cost effectiveness

ease of use

emergency purpose

availability of Atm centers & 24*7

accesibility

What is the main purpose of you to use Atm cards?

cash withdrawal

utility bill payment

online shopping

70

10 20

Main Purpose of ATM use

cash withdrawal utility bill payment online shopping

Is your Atm card ever been misused?

10%

90%

Misuse of ATM card

yes no

Have you complaint regarding the fraud?

80

12

yes no

Complaint Regarding the Fraud

Any action has been taken regarding fraud by bank? (out of 16repondents)

yes no

93.75

6.25

Action Taken by bank regarding Fraud

yes no

Further questions were based on analysis of various factors on the basis of

consumer opinion. It is divided in 5 categories highly satisfied, Satisfied,

Neutral Dissatisfied and Highly Dissatisfied.

80%

10%

10%

1. Ease of Use

Highly Satisied

Satisfied

Neutral

60%20%

15%

5%

2. Service Security

Highly Satisied Satisfied Neutral Dissatisfied Highly Dissatisfied

Highly Satisied

40%

Satisfied

25%

Neutral

5%

Dissatisfied

15%

Highly Dissatisfied

15%

3. Information Related to Promotional Services

Highly Satisied

35%

Satisfied

45%

Neutral

15%

Dissatisfied

5%

Highly Dissatisfied

0%

4. Location & No. Of Atm Centres

40%

45%

5%

5%5%

5. Bill Paymemts

Highly Satisied Satisfied Neutral Dissatisfied Highly Dissatisfied

Highly Satisied

70%

Satisfied

10%

Neutral

10%

Dissatisfied

10%

6. Inter bank Account Transfer Facility

highly satisfied

60%

satisfied

30%

neutral

5%

dissatisfied

5%

7. Transaction Alert

45%

20%

15%

10%

10%

8.E-Purchasig

Highly Satisied Satisfied Neutral Dissatisfied Highly Dissatisfied

Findings

On the basis of above analysis we can say that :

1. Consumer are highly satisfied with location of ATM followed by no of

ATM centers.

2. Bank should make improvement in itself on service security variety of

transaction information related to promotional offers.

3. Banks need more improvement in quantity of cash because customer are

highly dissatisfied on this ground.

Recommendation & Suggestions

Bank should take initiative to organize

training and awareness programs for their

customers to boost use of e-banking.

Bank should better customer service while

operating the ATM

The banks should increase cash

withdrawal capacity from ATMs that will

be helpful for customers for urgent

needs

Banks should provide the information about the

usage of ATM in the ATM centers.

Bank should provide the complaint book in ATM

centers.

Bank should reduce the

cost incurring on ATM

transactions.

Banks should

facilitate the

security measures

in ATM centers

CONCLUSION

• On the basis of primary study we can say that consumer is highly satisfied

with location of ATM followed by no of ATM centers, bank should make

improvement in itself on service security variety of transaction information

related to promotional offers & need most improvement in quantity of cash

because customer are highly dissatisfied on this ground.

REFERENCES

• https://www.sbi.co.in/portal/web/about-us/about-us

• https://en.wikipedia.org/wiki/Financial_inclusion

• http://financialservices.gov.in/banking/financialinclusion.asp

Respondent Profile:

• Name:

• Age:

• Gender:

• Branch

• Name of the bank:

Do you have any ATM card?

• Yes

• No

How often you use an ATM card?

• Less than 3 time a month

• 3 to 6 times a month

• 7 to 10 times a month

• More than 10 times in a month

Which attribute of the bank do you value the most?

• Quality of service

• Technology used by bank

• Trust

• Location

• Type of Bank

QUESTIONNAIRE

Which factors motivates you to use the new techniques in banking (ATM Services)?

• Reduce time of location

• Cost effectiveness

• Ease of use

• For emergency purpose only

• Availability of many ATM centers & 24*7 accessibility

• Bank offered free

• Fund transfer

• Utility bill payment

• Insurance premium payment

• E purchasing

• Online shopping

What is the main purpose of you to use your ATM card? Cash withdrawal

• Balance enquiry

• Cash deposit

• PIN change

• Recharge

• Mobile banking

Is your ATM card ever been misused?

• Yes

• No

Have you complaint regarding the fraud?

• Yes

• No

Any action has been taken regarding fraud by the bank?

• Yes

• No

What is your opinion about following factors?