Sip

A

SUMMER TRAINING PROJECT

ON

“CONSTRAINT IN POPULARIZATION OF BANK OF BARODA INTERNET

BANKING AS ALTERNATE ELECTRONIC BANKING CHANNEL”

SUBMITTED IN THE PARTIAL FULFILLMENT FOR THE AWARD OF POST

GRADUATE DIPLOMA IN MANAGEMENT

(PGDM/IT)

ACADEMIC SESSION

2009-2011

APPROVED BY AICTE, GOVT OF INDIA

(EQUIVALENT TO MBA)

UNDER THE GUIDANCE OF SUBMITTED BY:

Mr.Anil Malhotra priyanka sharma

Chief manager PGDM-IT

Bank of Baroda BM-09240

Rajngar, (RDC) Branch

GZB

INSTITUTE OF MANAGEMENT STUDIES

LALQUAN, GHAZIABAD

1

ACKNOWLEDGEMENT“There is joy in work. There is no happiness except in the realization that we have

accomplished something”

-Henry Ford

The making of any project requires contribution from many people, right from inception till

its completion. In our case also, there had been a few people who have made this happen. It

was not only learning but also an enriching experience.

It is our immense pleasure to present the report on “constraint in popularization of bank of

baroda internet banking as alternate electronic banking channel”

Here I would like to express my deep sense of gratitude to my respected faculty Mr. Manoj

sopory for his timely guidance, valuable support and encougrament at every step of

preparing this report.

I would also like to pay a sincere thanks to my external mentor at Bank of Baroda Mr. Anil

malhotra, (chief manager) who gave me guidance and right direction towards my project till

the completion.

I am highly thankful to the bank employee who supported me in handling my queries and

getting the essential data for the survey of my project.

Finally I would like to thank our lecturers, faculty members, and all those person who have

directly and indirectly helped me in development of this report, without such help this report

would not have been possible.

Last but not least I am grateful to all my family members & my friends for being with me

always. Without their help & motivation it would have been possible.

Priyanka sharma

PGDM/IT

Sec-D

Roll No-09240

2

CERTIFICATE

This is to certify that the project report entitled “CONSTRAINT IN POPULARIZATION

OF BANK OF BARODA INTERNET BANKING AS AN ALTERNATE

ELECTRONIC BANKING CHANNEL” completed during the summer internship at

“BANK OF BARODA, GHAZIABAD” is a bonafide record of work done by PRIYANKA

SHARMA, and has been submitted in the partial fulfillment of the requirements of Post

Graduate Diploma In Management from Institute Of Management Studies, Ghaziabad.

Mr. Manoj Sopory

CRC, Head

IMS, Ghaziabad.

3

CERTIFICATE

This is to certify that PRIYANKA SHARMA, student of PGDM-IT (I year) from

INSTITUTE OF MANAGEMENT STUDIES, GHAZIABAD has undergone 10 weeks

Summer Internship Program (15th May, 2010-13rdJuly, 2010) at Bank of Baroda,

Ghaziabad and she has completed his project successfully on the topic “CONSTRAINTS

IN POPULARIZATION OF BANK OF BARODA INTERNET BANKING AS

ALTERNATE ELECTRONIC BANKING CHANNEL” under my supervision.

During the period of the project She has shown her full dedication and devotion.

Mr. Anil Malhotra

Branch Manager

Rajnagar, RDC (Branch)

4

DECLARATIONI hereby declare that the work which is being presented in the summer internship report

entitled “CONSTRAINT IN POPULARIZATION OF BANK OF BARODA

INTERNET BANKING AS ALTERNATE ELECTRONIC DELIVERY CHANNEL”

under the guidance/supervision of Prof. Manoj Sopory & Mr. Anil Malhotra is done

originally by me in partial fulfilment of the requirements for the award of the Post Graduate

Diploma In Business Management and submit to the Institute of Management Studies,

Ghaziabad is an authentic record of my own work carried out, during a period from 15may,

2010 to 15july, 2010 has not been published or submitted elsewhere for a degree programme.

Priyanka sharma

(Candidate name & signature)

Roll No-09240

5

TABLE OF CONTENT

S.NO. TOPIC PAGE NO.

1. INTRODUCTION

6

LIST OF TABLE

7

LIST OF FIGURE

S.NO. PARTICULAR PAGE.NO

8

PREFACE

As Internet banking is an effective source of transacting the money one account to another

globally. Here our motive is to making this report to find the perception of all account holders

towards internet banking of Bank of Baroda, to find out the awareness among all customers

and to find out the problem that because of what Bank is facing the problem in popularization

the internet banking.

In this we have done the survey with customer in Bank of Baroda. In Bank two type of user

were there a Saving Bank user and Curent account user in which 50% survey is done by

getting the questionnaire filled by visiting customer and interacting with them and 50% is

done by telephonic survey who rarely visit the bank.

Being of mine first market research it helped me out understanding the problem that how its

internet banking is facing problem in popularization. Interacting with customer we came to

know that what kind of account holder, what age group and how many times in a month

customer is using Internet Banking.

Further that to which facility customer mostly used in internet banking, how banker is

friendly giving the effective service of internet banking to the customer and how much they

are satisfied with it.

9

Objective

To find out the awareness of the customer about the Baroda Internet banking and

their perception about its user-friendliness, performance etc.

To find out the customer perception towards Internet banking.

To find out the problems being faced by the Bank in popularizing Baroda Internet

banking.

CHAPTER-1

INTRODUCTION

10

1.1 INTRODUCTION

Internet banking (or E-banking) means any user with a personal computer and a browser can

get connected to his bank-s website to perform any of the virtual banking functions. In

Internet banking system the bank has a centralized database that is web-enabled.

Internet banking can be defined as a facility provided by banking and financial institutions,

that enable the user to execute bank related transactions through Internet. The biggest

advantage of Internet banking is that people can expend the services sitting at home, to

transact business.

Internet banking basically allows you to be able to do everything that you can in your regular

banking institution, only with the benefit that you can do it all right from the convenience of

your own home. You can be comfortable and have peace of mind knowing that you can keep

track yourself of all your banking issues.

History

The concept of Internet banking has been simultaneously evolving with the development of

the World Wide Web. Programmers working on banking databases came up with ideas for

online banking transactions, some time during the 1980's. The creative process of

development of these services was probably sparked off after many companies started the

concept of online Shopping.

Sometime in 1980's, banking and finance organizations in Europe and United States started

suggestive researches and programming experiments on the concept of 'home banking'.

In 1983, the Nottingham Building Society, commonly abbreviated and refereed to as the

NBS, launched the first Internet banking service in United Kingdom.

Stanford Federal Credit Union introduced the first online banking service in United States, in

October 1994, which is a financial institution.

11

1.2 Indian scenario

As this is a time of globalization customer are getting change adapting more upgraded

technology in their life, in this busy schedule everyone is looking for a time saving process

And it’s been come in a way of “Internet banking”.

As Internet banking is booming now a days as a delivery of banking services and strategic

tool for business development, has gained wide acceptance internationally and is fast

catching up in India with more and more banks entering the fray.

At present, the total Internet users in the country are estimated at 1crore. Only about 1% of

Internet users did banking online in 1998. This increased to 20.7% in March 2000.

Costs of banking service through the Internet form a fraction of costs through conventional

methods. Rough estimates assume teller cost at Re.1 per transaction, ATM transaction cost at

45paisa, phone banking at 35paisa, debit cards at 20paise and Internet banking at 10paise per

transaction.

Some of the banks permit customers to interact with them and transact electronically with

them. Such services include request for opening of accounts, requisition for cheque books,

stop payment of cheques, viewing and printing statements of accounts, movement of funds

between accounts within the same bank, querying on status of requests, instructions for

opening of Letters of Credit and Bank Guarantees etc.

These services are being initiated by banks like ICICI Bank Ltd., HDFC Bank Ltd. Citibank,

Global Trust Bank Ltd., UTI Bank Ltd., Bank of Matura Ltd., Federal Bank Ltd. Etc and now

Bank of Baroda providing as same service to their customer in a very effective manner.

The ‘Infinity’ service of ICICI Bank Ltd. Also 36 allow online real time shopping mall

payments to be made by customers. HDFC BankLtd. has made e shopping online and real

12

time with the launch of its payment gateway.

It has tied up with a number of portals to offer business-to-consumer (B2C) ecommerce

transactions. The first online real time e-commerce credit card transaction in the country was

carried out on the Easy3shoppe.com shopping mall, enabled by HDFC Bank Ltd. on a VISA

card.

The race for market supremacy is compelling banks in India to adopt the latest technology on

the Internet in a bid to capture new markets and customers. HDFC Bank Ltd. with its

‘Freedom- the e-Age Saving Account’ Service, Citibank with ‘Suvidha’ and ICICI Bank Ltd.

with its ‘Mobile Commerce’ service, Bank of Baroda with Baroda connect have tied up with

cellphone operators to offer Mobile Banking to their customers.

13

CHAPTER-2

COMPANY PROFILE

14

2.1 COMPANY PROFILE

Logo presence

The logo of Bank of Baroda has a unique representation of a universal symbol. It comprises

dual ‘B’ letterforms that hold the rays of the rising sun.

The sun is an excellent representation of what bank of baroda stands. It is the single most

powerful source of light and energy – its far-reaching rays dispel darkness to illuminate

everything they touch.

The single-colour, compelling vermillion palette has been carefully chosen, for its

distinctivenes as it stands for hope and energy. The Baroda Sun is a fitting face for our brand

because it is a universal symbol of dynamism and optimism – it is meaningful for our many

audiences and easily decoded by all.

Mission

To be a top ranking National Bank of International Standard commited to augmenting stake

holders’s value through concern, care and competence.

Vision

As Bank of Baroda has been a long and eventful journey of almost a century across 25

countries. Starting in 1908 from a small building in Baroda to its new hi-rise and hi-tech

Baroda corporate center in Mumbai, is a saga of vision, enterprise, financial prudence and

corporate Governance. It is a story of ordinary banker and their extraordinary contribution in

15

the ascent of Bank of Baroda to the formidable heights of corporate glory.

2.1.1 Board of directors

Shri M.D. Mallaya

Chairman and managing director

Shri Rajiv Kumar Bakshi Shri N.S Shrinath

Executive director Executive Director

Shri Alok Nigam Shri A. Somasundaram

Director Director

16

Shri Ranjit Kumar Chatterjee Shri Ajay Mathur

Director Director

Dr. Masarrat Shahid Dr. Atul Agarwal

Director Director

Dr. Dharmendra Bhanda (Director) Dr. B. Patha (Director)

Shri Maulin Vaishnav

Director

17

2.1.2 HistoryThe Maharaja of Baroda, a princely state of British India, by name Sir Sayyajirao Gaekwad

III, had the same vision in establishing a bank for servicing the public at large and the citizens

of Baroda State, a Gujarathi population in particular. On 20th July 1908, Bank of Baroda was

established under the rules of Companies Act 1897, in a small building at Baroda, by the

Maharaja with a paid up capital of Rs.10 lakhs. The guidelines set by the Maharaja for the

bank was to serve the people of the State of Baroda as well as the neighboring regions with

money lending, saving, transmission and encouraging the development of arts, science,

commerce and trade for the people.

The success story of the Bank of Baroda is studded with many a leaps and strides it made in

the International presence, apart from establishing branches all over the Indian nation, by

acquisition of already popular banking entities, as also commencing new commercial banking

establishments, in the unique Gujarathi style. During the years of 1908 to 2007 (and the

century year being round the corner) Bank of Baroda’s growth owes to the excellence in

rendering financial products and services to the national and international population.

Countries beginning from America to Zambia, in the alphabetical order have been enjoying

the services of Bank of Baroda as of today.

Bank of Baroda is one of the most prominent banks in India, having its total assets as Rs.

1,43,146 Crores as on 31st of March 2007. The bank was founded by Maharaja Sayajirao

Gaekwad III (also known as Shrimant Gopalrao Gaekwad), the then Maharaja of Baroda on

20th of July 1908 with a paid capital of Rs.10Lacs.From its introduction in a small building

of Baroda, the bank has come a long way to achieve its current position as one of the most

important banks in India. On 19th of July 1969.

18

Bank of Baroda (BOB), India’s fifth largest bank and prominent among the global top 200,

has a century’s financial experience backing it. With assets in excess of USD 32 billion, the

bank has a network of over 2800 branches and offices, and about 700 ATMs. Bank of Baroda

offers a wide range of banking products and financial services to 29 million global corporate

and retail customers, through various delivery channels, its specialized subsidiaries and

affiliates in the areas of investment banking, credit cards and asset management.

Today, Bank of Baroda has international presence across 5 continents, with a network of 71

offices in 25 countries, including branches of the bank, its subsidiaries and the representative

offices. The bank also has a joint venture in Zambia with 9 branches. The bank's international

operations today contribute around 20% to its global business and well as over 30% to its net

profits. Growing its presence across new geographies and strengthening its equity in existing

markets, Bank of Baroda is on the path to establish itself ‘round the clock around the globe’.

The bank is exploring out-of-the-box means to identify novel ways to tailor its growing

repertoire of products and services to meet segment-specific requirements across

geographies. Automation-led process and cost optimization, orchestration of the offices

network and greater attention to compliance with global regulations are aggressively being

focused on to help the bank achieve its ambitious goals.

International presence

Bank of Baroda has its overseas branches located in 14 other countries, which include

Bahamas, Bahrain, Belgium, China, Fiji Islands, Hong Kong, Mauritius, Republic of South

Africa, Seychelles, Singapore, Sultanate of Oman, United Arab Emirates, United Kingdom

and United States of America. Apart from it, the bank has established its subsidiaries in 7

countries viz. Botswana, Ghana, Guyana, Kenya, Tanzania, Trinidad & Tobago and Uganda,

and its representative offices in 3 countries, which are Australia, Malaysia and Thailand.

19

2.1.3 BANK OF BARODA PRODUCT&SERVICES OFFERED

• Retail Banking

• Rural/Agri Banking

• Wholesale Banking

• SME Banking

• Wealth Management

• Demat

• Product Enquiry

• Internet Banking

• NRI Remittances

• Baroda e Trading

• Interest Rates

• Deposit Products

• Loan Products

• ATM / Debit Cards

Bank of Baroda takes special care to look after the requirements of its shareholders. Given

below are the various benefits provided to the shareholders of the bank:-

• Change of address or names of Shareholders

• Transmission of shares

• Transposition

• De-materializing Shares

• Investors Services Department

• Registrars & Share Transfer Agent

• Bonds related to Transfer

• Lodgment of Shares

• Duplicate Share Certificate

• Duplicate Dividend Warrants

• Revalidation

20

• Means of communication

• Investor Grievance Committee

• Electronic Clearing Services or ECS

• Stock Market Data

Personal Services

• Deposits

• Gen-Next

• Loans

• Credit Cards & Debit Cards

• Services

• Lockers

Corporate Services

• Wholesale Banking

• Deposits

• Loans

• Advances

• Services

International Services

• NRI Services

• FGN Currency Credits (Foreign Currency Credits)

• ECB (External Communication Borrowings)

• FCNR (B) Loans

• Offshore Banking

• Finance in Export and Import

• Correspondent Banking Facility

• International treasure

21

2.2 Baroda connect Bank of Baroda Internet banking is one of the products among all, which has brand name,

and known by the name of “BARODA CONNECT” It is an umbrella of eBanking products

offered on echannels and provide fully free service to the customer.

It is an Internet facility which is introduced as an alternative delivery channel for rendering

effective customer service on 247 basis. It offers unique customized services to both

“RETAIL$CORPORATE CUSTOMER” apart from this Bank of Baroda provides a service

where customer can register under Baroda connect for view and/or transaction facility.

With this facility the customer of Bank of Baroda can now avail online banking facilities as

far as provided by private sector bank in India. The bank provides best online security to its

customer by providing 128 bit SSL connectivity( duly certified by verisign).

This will ensure that all your sensitive information will be encrypted and then only travel on

the public network. Thus it will be safe to use this portal. However, we request you to

observe some care (as given in the instant manual) while you are using the portal.

22

2.2.1 All customers can register under Baroda Connect for View and / or

Transaction facilityUnder VIEW facility customer can

View Account summary of all operative, deposit and loan accounts

View all multiple Account information online with a single userID

Get Account statements

Under Transaction facility customer can (in addition to the above VIEW facilities)

Transfer funds immediately or schedule for a future date to self linked and third party

Pay through Online Tax - Direct and Indirect taxes online such as Excise Duty, Service Tax,

Customs Duty, Income Tax etc.

Pay through Baroda Easy Pay - utility bills like electricity, mobile etc, Donations,

Subscription, Travel plan booking online

Book Rail Ticket - IRCTC

Online RTGS/NEFT

23

Additionally a Corporate user can

Set up multiple workflows of initiators and approvers for transactions and requests.

View all trade finance related facilities availed eg. Export/Import LC, Inland/Export Bills,

Forward Contracts Bank Guarantees, Packing Credit account etc

Use upload facility for single debit-multiple credit, multiple debit multiple credit and

single credit-multiple debit.

24

2.2.3 LIMIT FOR FUND TRANSFER UNDER BARODA CONNECT

Services Retail

Third party

Corporate

Self Third party

Fund Transfer*

Per transaction 25,000 5,00,000 50,000

Daily 50,000 10,00,000 1,00,000

Weekly 2,00,000 40,00,000 4.00.000

Monthly 5,00,000 1,00,00,000 10,00,000

Yearly 30,00,000 6,00,00,000 60,00,000

No. of transaction per day 5 Transaction No limits

Approvals for transactions Individual can do Involvement of multiple users

25

2.2.4 BARODA CONNECT SERVICES OFFERED TO THE “RETAIL&CORPORATE CUSTOMER”

Accounts Summary

Mini Statement

Account Details

Account Query/Statement Inquiry (Query regarding transaction based on amount, date range,

cheque range, last ‘n’ transactions etc)

Cheque Status Inquiry (you can see the status i.e., paid, cancelled, unpaid, stopped etc., of

cheques issued by you)

Clearing Instruments

TOD Inquiry

Lien Inquiry (If any lien is noted against this account)

For deposit account, you can view

Deposit Schedule (Flow details of the deposit, along with other details)

Lien Inquiry For Loan accounts, you can view

Account Summary

Account details

26

For Loan accounts, you can view

• Account Summary

• Account details

• Query on Loan account (Query regarding transaction based on amount, Date range,

Cheque range, last n transactions etc.)

• Loan Schedule

• Loan Disbursement Schedule Mini Statements/transaction details can be seen on the

screen and save the same in MS Excel, MS Money, Tab, and Text format. You can print the

same also.

27

2.2.5 ADVANTAGES OF BARODA CONNECT

• 24 X 7 Online Any Time Anywhere Banking

• Summarized view of all linked accounts

• Online Inquiry

• Saving of Time and energy

• Transfer funds between self/linked and third party accounts (within BOB)

• Make requests

• Alerts services SMS/email

• Bills payment

Online reservation

Investment

Shopping at finger tips

28

2.2.6 ELECTRONIC BANKING CHANNEL

Rapid Funds2India

NRI’s can avail this service from our overseas branches in UAE, Oman, UK, Mauritius

Seychelles, Botswana, Hongkong, Fiji, Ghana, Kenia, Guyana, S. Africa, Tanzania, Uganda,

Trinidad & Tobago, US and Zambia, which facilitates almost instant credit to their accounts

with us in India. Where they maintain accounts with other Banks, same day or next day credit

is facilitated through RTGS/ NEFT.

Baroda e Shoppe

Baroda e Shoppe is designed to facilitate the Bank’s customers to make payments for goods

and services purchased online through Baroda Connect- the Bank’s world class Internet

Banking facility.

Baroda Gate way

Funds can be transferred through credit, debit and smart cards, cheques, electronic payment

wallets and even direct debits through a Central payment switch. It facilitates direct customer

merchant transactions and settlement through the Bank’s Central ATM Switch.

Real Time Gross Settlement System (RTGS) & National Electronic Fund Transfer

(NEFT)

All branches are RTGS and NEFT enabled. RTGS and NEFT have been interfaced with the

Internet banking portal. This provides customers the facility of making interbank money

transfers online using Internet banking. In this customer need 11-digit IFC code of third

party, A/C No, Name, City, Bank code then customer can successfully does their transaction.

SWIFT

SWIFT facility for worldwide inter-bank financial communication is provided at Foreign

Exchange Authorised Branches in India as also in overseas territories.

29

Baroda easy pay

Internet banking initiative enables customer to operate the account just as customer would in

any of the branches. Through the Internet can check the balance, request for chequebooks and

print account details.

30

CHAPTER-3

RESEARCH METHODOLOGY

31

3.1 Research MethodologyA research design is a framework or blueprint for conducting the research project. It

specifies the details of the procedures necessary for obtaining the information needed

to structure and/or solve research problems.

3.2 Research DesignDescriptive Research

3.3 Sample DesignSample design is a definite plan for obtaining a sample from a given population. It refers to

the technique or the procedure the researcher adopt in selecting items for samples.

Samples are studied from the various schools by contacting the school administrators.

Research design is needed because it facilitates the smooth railing of the various research

operations thereby making research as effective as possible yielding maximal information

with minimal expenditure of effort, time and money.

3.3.1 Sample SizeThe sample is 100 of Bank of Baroda.

3.3.2 Sample unitThe respondent who were asked to fill out questionnaires are the sampling unit. This consists

of all account holders of Bank of Baroda, who were aware/Not aware about Baroda Internet

banking.

3.3.3 Sampling TechniqueThe Random sample technique has been used in research.

3.3.4 Sampling Area

32

The sampling area is Ghaziabad.

4.1 Data Collection

There are two type of data collection:

Primary Data

Primary Data is collected by questionnaire and interacting with the customer in

Bank of Baroda.

Secondary Data

Secondary Data is collected through company website, Records and Reference Book.

33

5.1 Scope of study

The scope of study is to find out the customer perception of Internet banking towards Bank of

Baroda. From the whole survey we have find some other Bank where the customer is using

internet banking with other as well as BOB.

The bank is given below:

SBI Internet banking is being used 2% by Bank of Baroda customer.

HDFC Internet banking is being used 5% by Bank of Baroda customer.

PNB Internet banking is being used 6% by Bank of Baroda customer.

Standard charted Bank Internet banking is being used 2% by Bank of Baroda customer.

Union Bank Internet banking is being used 1% by Bank of Baroda customer.

HSBC Internet banking is being used 1% by Bank of Baroda customer.

ICICI Internet banking is being used 4% by Bank of Baroda customer.

These are the mostly preferd Bank in Internet banking where according to the customer, Bank

of Baroda is lagging behind in Internet banking in terms of Responsiveness, sending the

information of any movement done by internet banking on customers mobiles, delay in

confirmation, accuracy in speed making the funds transfer to the third party.

34

CHAPTER-4

DATA ANALYSIS

35

INTERPRETATION BY SPSS FACTOR

Descriptive[DataSet1] C:\Documents and Settings\jigs\Desktop\priyanka.sav

Descriptive Statistics

N Minimum Maximum Mean Std. Deviation

Gender 100 31.00 32.00 31.2100 .40936

Banking holder 100 1.00 4.00 1.6800 .85138

Account 100 41.00 47.00 41.9000 1.59228

Internet Banking with

BoB100 1.00 2.00 1.3500 .47937

Using banking 100 60.00 65.00 61.6600 1.64667

Awareness 100 1.00 2.00 1.2100 .40936

Age 100 21.00 24.00 21.4600 .74427

Valid N (listwise) 100

As the mean value of banking holder is 1.68 so, it is approx 2 it means that maximum

respondent is internet banking holder of BOB.

As the mean value of account holder is 41.9 so, that is approx 42 it means that maximum

account holder of Internet banking is corporate user.

As the mean value of Internet banking with BOB is 1.35, it is approx 2 it means that

maximum respondent is doing Internet banking of BOB.

As the mean value of using Internet banking is 61.6 it is approx 62, it means average

respondent using Internet banking in 20 days.

As the mean value of awareness 1.21 it is approx 1 it means average maximum respondent

are aware about the Internet banking of BOB.

36

As the mean value is 21.4 it is approx 21 it means the age of respondent who are using

Internet banking of BOB belongs to 18-35.

Crosstabs

[Data Set1] C:\Documents and Settings\jigs\Desktop\priyanka.sav

Case Processing Summary

Cases

Valid Missing Total

N Percent N Percent N Percent

Gender * awareness 100 99.0% 1 1.0% 101 100.0%

Gender * awareness Cross tabulation

Awareness

TotalYes N0

Gender M Count 65 14 79

% Within gender 82.3% 17.7% 100.0%

% Within awareness 82.3% 66.7% 79.0%

% Of Total 65.0% 14.0% 79.0%

F Count 14 7 21

% Within gender 66.7% 33.3% 100.0%

% Within awareness 17.7% 33.3% 21.0%

% Of Total 14.0% 7.0% 21.0%

Total Count 79 21 100

% Within gender 79.0% 21.0% 100.0%

% Within awareness 100.0% 100.0% 100.0%

% of Total 79.0% 21.0% 100.0%

As given below 79 respondents are male out of that 82% are aware about Internet Banking

and 18% are not aware.

21 respondents are female out of that 67% are aware about Internet banking and 33% are not

aware.

37

Symmetric Measures

Value Asymp. Std. Errora Approx. Tb Approx. Sig.

Interval by Interval Pearson's R .156 .111 1.565 .121c

Ordinal by Ordinal Spearman Correlation .156 .111 1.565 .121c

N of Valid Cases 100

a. Not assuming the null hypothesis.

b. Using the asymptotic standard error assuming the null hypothesis.

c. Based on normal approximation.

38

FINDING&INTERPRETATION

1. Are you aware about Internet banking BOB?

Interpretation: 79% respondents of Bank of Baroda are aware about the Internet banking of

BOB and 21 are not aware.

39

2. Are you Internet banking holder of BOB?

Interpretation: 52% respondents are banking holder of BOB, 24% respondent are not

banking holder of BOB, 12% respondent are Internet banking holder of other bank and 12%

respondent doing with both.

40

3.Are you doing Internet banking with BOB?

Interpretation: 56% respondent of Bank of Baroda doing Internet banking with it and 44%

are not doing with.

41

4. Are you using Internet banking to view the transaction?

Interpretation: 59% respondents of BOB are using Internet Banking to view the transaction

and 49% are not using for this.

42

5.How many times you are using Internet banking in a month?

Interpretation: 37% respondents are using Internet Banking within 10 days, 34% using

daily, 10% using in 30 days, 10 %using it in a year and 9% using in 20 days.

43

6. Do you feel other Bank providing better facility to the customer in Internet banking than

BOB?

Interpretation: 41% respondent feels BOB providing better facility in Internet Banking than

other Bank and 27% respondents feels other Bank providing better facility and rest 32%

cann’t say because of not using any others bank service of internet banking.

44

7. Within how many days of submitting your application form, Internet banking

Operationalized?

Interpretation: 37% respondents got Internet banking from the Branch within 10days, 35%

got 10-20 days, 18% got 20-30 days and 10% got 30-40 days.

45

8. Are you getting requisite information about Internet banking from the website of BOB?

Interpretation: 15% respondents are getting information from BOB website and 85% are

unable to say it.

46

9. What facility you mostly prefer in Internet banking?

Interpretation: 14% respondents use the Internet banking doing the transfer fund, 8% use for

pay online tax, 10% for book Rail ticket, 18% for book Airline ticket, 22% use more than 1

service and rest 28% haven’t ever used Internet banking not only of BOB even not of other

bank.

47

CHAPTER-5

CONCLUSION

48

CONCLUSION

As from the whole study we come on a final decision that Bank of Baroda is providing better

service but its need to improve it. As 79% respondents are aware about Internet Banking of

Bank of Baroda but out of that 62% are doing Internet Banking with it and 14% doing with

other bank. So, we can say that now Bank of Baroda needs to improve the service as compare

to other bank where customer have commented on different banks in terms of responsiveness,

speed accuracy, dealing the customer quickly.

49

LIMITATIONS

The urvey iS done only in Ghaziabad

Survey is made only to know the perception of all account holders of internet banking

towards.

The sample size is 100.

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BIBLIOGRAPHY

Websites

http://www.bankofbaroda.com/ibobmbob.asp

http://www.bankofbaroda.com/board.asp

http://www.howtoinvesttoday.com/2010/07/22/advantages-of-internet-banking/

http://www.finance.pushpi.com/bank-of-baroda-internet-banking.htm

http://business.mapsofindia.com/banks-in-india/bank-of-baroda-online-

banking.html

Reference Book

Naresh K. Malhotra, Marketing research (Dorling Kindersley (India) pvt ltd

publications, 2008), data collection, preparation, analysis and reporting; pn-440-690;

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Questionnaire as annexure

Dear customer,

This survey is only for having your views toward Bank of Baroda internet banking

so that the bank would be able to know about the constraints of Baroda internet banking and

would be able to improve for your better service.

Customer details:

1. Name:

2. Type of account (SB/CA):

3. Age 18-35

35-50

50-60

>60

4. Occupation:

5. Gender

Male --------- Female ------

Customer Feedback:

6. Are you aware about BOB Internet banking?

Yes -------- No --------

7. Are you Internet banking holder of BOB?

Yes ------- No --------- Other Bank --------

If other, reason ------------------------------------------------

8. Are you doing Internet banking with BOB?

Yes ------- No --------

9.Are you using Internet banking to view the transaction?

Yes ------- No --------

10. How many times you are using Internet banking in a month?

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10 days 20 days 30 days NA

11. Do you feel other bank providing better facility to the customer in Internet Banking than

BOB?

Yes ------- No -------

If yes, description -----------------------------------------------------

12. Within how many days of submitting your application form, Internet banking

operationalized?

Within 10 days -------- 10 to 20 --------- 20 to 30 -------- NA............

13. Are you getting requisite information about Internet banking from the website of BOB?

Yes ------- No --------

14. What facility you mostly prefer in Internet banking?

a. Transfer funds

b. Pay online taxes

c. Book Rail ticket- IRCTC

d. Book Airline ticket

e. Others

f. NA

15. What kind of problems are being faced by you in internet banking?

---------------------------------------------------------------------------------

16. Your suggestion/Advice for improvement please?

---------------------------------------------------------------------------------

Thank you

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YES=1, NO=2, OTHERS=3, both= 4, cant say=50, Not applicable=60

SERVICE=11, DOCTOR=12 BUSINESS=13, CA=14, student=15, housewife=16

AGE: 18-35=21, 35-50=22, 50-60=23, >60=24

M=31, F=32

SB= 41, CA=42, OD=43, Huf=44, proprietor=45, pvt ltd=46, partnership=47,

Operational zed =(Within10 days=51, 10-20=52, 20-30=53, 60-70=54, 30-40=55)

10days=61, 20days=62, 30days=63, year=64, daily=65

What facility you mostly prefer in Internet banking?

a. Transfer funds= 5

b. Pay online taxes =6

c. Book Rail ticket- IRCTC=7

d. Book Airline ticket=8

e. Others=9

More than one=10

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