A

COMPREHENSIVE PROJECT REPORT

On

“A Study On Customers Satisfaction of E-banking services towards Saurashtra

Gramin Bank”

Submitted to: -

Institute Code: 807

Institute Name: Sal Institute of Management Studies

Under the Guidance of :-

Prof. DHAVAL JADHAV

In partial Fulfilment of the Requirement of the award of the degree of

Master of Business Administration (MBA)

Offered by:-

Gujarat Technological University

Ahmedabad

Prepared by:-

Manhar Senghal (188070592136)

Mitesh Chauhan (188070592013)

MBA (SEM – IV)

April 2020
Student’s Declaration

We hereby declare that the COMPREHENSIVE Project Report titled “A Study On

Customers Satisfaction of E-banking services towards Saurashtra Gramin Bank” is a
result of our own work and our indebtedness to other work publications, references, if any,
have been duly acknowledged. If we are found guilty of copying from any other report or
published information and showing as our original work, or extending plagiarism
limit, we understand that we shall be liable and punishable by the university, which may
include ‘Fail’ in examination or any other punishment that university may decide.

Enrolment No. Name Signature

188070592136 Manhar Senghal

188070592013 Mitesh Chauhan

Place: Ahmedabad Date: 22/06/2020

CERTIFICATE OF EXAMINER

This is to certify that project work embodied in this report entitled “A study on customer’s
satisfaction on E-Banking services towards Saurashtra Gramin Bank" Process was carried out by
Mitesh Chauhan (188070592013) of SAL INSTITUTION OF MANAGEMENT.

The report is approved / not approved.

Comments of External Examiner:

This report is for the partial fulfilment of the requirement of the award of the degree of Master of
Business Administration (Part-time) offered by Gujarat Technological University-------------------
-----

(Examiner’s Sign)

Name of Examiner:

External Examiner’s Institute Name:

External Examiner’s Institute Code:

Date:

Place:
CERTIFICATE OF EXAMINER

This is to certify that project work embodied in this report entitled “A study on customer’s
satisfaction on E-Banking services towards Saurashtra Gramin Bank” Process was carried out
by Manhar Senghal (188070592136) of SAL INSTITUTION OF MANAGEMENT.

The report is approved / not approved.

Comments of External Examiner:

This report is for the partial fulfilment of the requirement of the award of the degree of Master
of
Business Administration (Part-time) offered by Gujarat Technological
University-------------------
-----
(Examiner’s Sign)

Name of Examiner:

External Examiner’s Institute

name:
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A COMPREHENSIVE PROJECT REPORT On Customers Satisfaction of E-banking

services towards Saurashtra G Submitted to: - Institute Code: 807 Institute Name: Sal
Institute of Management Studies Under the Guidance of:- Prof. DHAVAL JADHAV In
partial Fulfilment of the Requirement of the award of the degree of Master of
Business Administration (MBA) Offered by:- Gujarat Technological University
Ahmedabad Prepared by:- Manhar Senghal (188070592136) Mitesh
Chauhan(188070592013) MBA (SEM IV) April 2020 St’ Decaraton I hereby declare
that the COMPREHENSIVE Project Report titled “ASdOn Customers Satisfaction of E-
banking services towards Saurashtra Gramin Bank ” is a result of our own work and
our indebtedness to other work publications, references, if any, have been duly
acknowledged.

If we are found guilty of copying from any other report or published information
and showing as our original work, or extending plagiarism limit, we understand that
we
shall be liable and punishable by the university, wmay e Faiin inator
othepunisthatuniversty ay decide. Enrolment No. Name Signature 188070592136
Manhar Senghal 188070592013 Mitesh Chauhan Place: Ahmedabad Date: / /
This is to Certify that this COMPREHENSIVE Project Report Titled “ A Study On
Customers Satisfaction of E-banking services towards Saurashtra gramin bank .”
This is to Certify that this COMPREHENSIVE Project Report Titled “A Study On
Customers Satisfaction of E-banking services towards Saurashtra Gramin
bank.” is the bonifide work of Manhar Senghal(188070592136), Mitesh Chauhan
(188070592013) who has carried out his their project under my supervision. I also
certify further, that to the best of my knowledge the work reported herein does not
form part of any other project report or dissertation on the basis of which a degree or
award was conferred on an earlier occasion on this or any other candidate. I have also
checked the plagiarism extent of this report which is 28% and it is below the
prescribed limit of 30%. The separate plagiarism report in the form of html /pdf
file is enclosed with this.

Rating of Project Report [A/B/C/D/E]: B

(A=Excellent; B=Good; C=Average; D=Poor; E=Worst)

Signature of the Faculty Guide/s

Prof. Dhaval Jadhav

(Assistance prof.)
Signature of Principal/Director with Stamp of Institute

Dr. Viral Bhatt

PREFACE

“THE EXPERIENCE IS LIKE ADDING SUGAR TO SWEET”

 According to the rules of Gujarat Technological University in SY MBA CP

project report is an important activity. The main purpose is student to get
some practical knowledge and experience of managerial activity of the
industry. As a student of MBA SEM-4, we have taken Private and Public
sector banks.

 In this report we have tried to cover all information, which is required for SY
MBA rules. We have also covered all the required general information abo
ut Private and Public sector banks.

 We have tried our best to present this report in such a way that it received
fair and take meaning full about industry to the reader.
ACKNOWLEDGEMENT

Acknowledgement is not a mere formality but a genuine opportunity to thanks all those
people without whose active support, this industrial training report would not be possible.
We firstly thanks to my institute SAL Institute of Management Studies as well as we want
to thank my respected Head of Department of Dr. Viral Bhatt. Then we thanks to our
project guide Prof. Dhaval Jadhav who helped us in some manner or other and this have
been a constant source of inspiration and motivation throughout the project. At last but not
least we would like to thanks my Parents and God for their blessings.
SUBJECT INDEX

SR INDEX PAGE
NO. NO.
Executive summary

1. Introduction 1

2. Literature review 24

3. Objectives 29

4. Research methodology 31

5. Data analysis 36

6. Findings 76

7. Suggestions 79

8. Conclusion 80

9. Bibliography 81

10. Questionnaire 83
Introduction

1
INDUSTRY

Regional Rural Bank

Regional Rural Banks (RRBs) are Indian
Scheduled Commercial Banks (Government
Banks) operating at regional level in different
States of India. They have been created with a
view of serving primarily the rural areas of
India with basic banking and
financia l
services. However, RRBs may have branches set up for urban operations and their area
of operation may include urban areas too.

The area of operation of RRBs is limited to the area as notified by Government of India
covering one or more districts in the State. RRBs also perform a variety of different
functions. RRBs perform various functions in following heads:

 Providing banking facilities to rural and semi-urban areas.

 Carrying out government operations like disbursement of wages of MGNREGA
Workers, distribution of pensions etc.
 Providing Para-Banking facilities like locker facilities, debit and credit cards,
mobile banking, internet banking, UPI etc.
 Small financial banks.

Saurashtra Gramin bank is a regional rural bank, established under RRB act, 1976 & it is an
amalgation of three banks namely JRGB, JAGB & SBGB, prompted by SBS (now SBI)
since
1978.

The bank has its presence at 11 districts of Gujarat named as Rajkot, Jamnagar,
Surendranagar, Junagadh, Amreli, Porbandar, Bhavnagar, Gir Somnath, Botad, Morbi
and Dwarka.

 Head office at Rajkot – Gujarat & 3 Region offices

 Network of 169 branches on 100% CBS platform with 8 satellite offices. (Rural –
119, Semi Urban – 37, Urban – 13)
 Area of operation – 1116 Villages
2
History

Regional Rural Banks were established under the provisions of an Ordinance passed on
26
September 1975 and the RRB Act 1976 to provide sufficient banking and credit facility
for agriculture and other rural sectors. As a result, Five Regional Rural Banks were set up
on 2
October 1975, Gandhi Jayanti. These were set up on the recommendations of The
narshimham committee Working Group during the tenure of Indira Gandhi's
Government with a view to include rural areas into economic mainstream since that time
about 70% of the Indian Population was of Rural Orientation. The development process of
RRBs started on 2
October 1975, Gandhi Jayanti with the forming of the first RRB, the Prathama Bank,
Head Office at Moradabad (U.P.) with authorized capital of Rs 5 crore at its starting.
Prathama bank was sponsored by syndicate bank as on 2 October, 1975 Out of the
remaining four RRBs in the country one was set up at Malda in West Bengal under the
name of Gour Gramin Bank, which was the first RRB in the Eastern Region of India.

The Regional Rural Banks were owned by the Central Government, the State Government
and the Sponsor Bank (Any commercial bank can sponsor the regional rural banks) who held
shares in the ratios as follows Central Government – 50%, State Government – 15% and
Sponsor Banks – 35%

Organizational structure

The organizational structure for RRB's varies from branch to branch and depends upon the
nature and size of business done by the branch. The Head Office of an RRB normally had
three to nine departments.

The following is the decision making hierarchy of officials in a Regional Rural

Bank.

 Board of Directors
 Chairman & Managing Director
 General Manager
 Assistant General Manager
 Regional Manager/Chief Manager
 Senior Manager
 Manager
3
 Officer
 Office Assistant
 Office Attendant

Recapitalization

Subsequent to review of the financial status of RRBs by the Union Finance Minister in
August,
2009, it was felt that a large number of RRBs had a low Capital to Risk Weighted Assets
Ratio (CRAR). A committee was therefore constituted in September, 2009 under the
Chairmanship of K C Chakraborty, Deputy Governor, RBI to analyze the financials of the
RRBs and to suggest measures including re-capitalization to bring the CRAR of RRBs to at
least 9% in a sustainable manner by 2012. The Committee submitted its report in May, 2010.
The following points were recommended by the committee:

 RRBs to have CRAR of at least 7% as of 31 March 2011 and at least 9% from 31 March
2012 onwards. Recapitalisation requirement of Rs 2,200.00 crore for 40 of the 82 RRBs. This
amount is to be released in’ two instalments in 2010–11 and 2011–12.
 The remaining 42 RRBs will not require any capital and will be able to maintain CRAR of
at least 9% as of 31 March 2012 and thereafter on their own.
 A fund of ₹100 crore to be set up for training and capacity building of the RRB staff.

The Government of India recently approved the recapitalization of Regional Rural Banks
(RRBs) to improve their Capital to Risk Weighted Assets Ratio (CRAR) in the following
manner:

 Share of Central Government i.e. Rs.1, 100 crore will be released as per provisions made
by the Department of Expenditure in 2010-11 and 2011-12. However, release of the
Government of India share will be contingent on proportionate release of State Government
and Sponsor Bank share.
 A capacity building fund with a corpus of Rs.100 crore to be set up by Central Government
with NABARD for training and capacity building of the RRB staff in the institution of
NABARD and other reputed institutions. The functioning of the Fund will be periodically
reviewed by the Central Government. An Action Plan will be prepared by NABARD in this
regard and sent to Government for approval.
 Additional amount of ₹700 crore as contingency fund to meet the requirement of the weak
RRBs, particularly those in the North Eastern. And Eastern Region, the necessary provision
will be made in the Budget as and when the need arises.

4
Legal existence and protection

RRB are recognized by the law and they have legal significance. The Regional Rural
Banks
Act, 1976 Act No. 21 of 1976 [9 February 1976.] reads

"For the incorporation, regulation and winding up of Regional Rural Banks with a view to
developing the rural economy by providing, for the purpose of development of agriculture,
trade, commerce, industry and other productive activities in the rural areas, credit and other
facilities, particularly to the small and marginal farmers, agricultural laborers, artisans
and
small entrepreneurs, and for matters connected therewith and incidental
thereto".
5
Banking Industry PESTEL analysis

The banking industry is a highly fragmented and made up of various segments including
retail banking, corporate and investment banking as well as asset and wealth management.
During the period from 2006 to 2011, the retail banking segment had seen significant
growth and is expected to grow even faster in 2017. India and China both present major
opportunities for the banking sector. Apart from these trends there are several other forces
and factors too that also influence the growth and business of the banking sector.
Growing middle class income, increased technology usage, legal and regulatory factors and
in this way several forces impact the banking sector. Here is a PESTEL analysis of the
Banking industry that analyses the impact of these forces on the industry and its growth.

1] Political factors:

Political factors acquire a very important role in the context of the banking and financial
services sector. Traditionally, these financial institutions have held immense power and
influence. Due to this the level of government scrutiny and regulation they have to deal with
is also very high. However, because of being the leading repositories of the public’s savings,
the banks must be regulated and still strict regulation has often been criticized for hindering
growth. Apart from it the level of involvement between the banks and eh government has
also been high since always. There has always been a high level of involvement between
banks and the federal, state and local governments.

2] Economic factors:

Banks and economic growth are interrelated. A growing economy is good for banking sector
and a healthy banking sector can be good for the regional economy. Investment banks play
an important role in the regional economies and this is particularly true in the case of the US
economy. In case of the mixed economies, large corporations and governments depend upon
the investment banks when they have to raise funds. In the 21st century, the banks
have
emerged as important players facilitating business growth. They have emerged as
critical
6
partners for small and large businesses helping them with loans, consumer transactions and
several other things.

3] Social factors:

Sociocultural forces too can have a deep impact on the banking industry. Changing social
trends and people’s preferences can affect the business and growth of the banking brands.
Consumer demographics and people’s attitudes towards the financial services have also
changed a lot. The millennials whether students or professionals make use of credit cards
for small and big transactions. Businesses whether small or big are more open to taking
financial assistance from the banks. Consumer confidence has surged owing to economic
factors but socially to the acceptance of bans and banking services has risen.

4] Technological:

Technology is virtually everywhere in the 21st century. A large part of the tasks carried out
by the banks are carried out online. Information technology has taken center stage and from
customer accounts to loans and insurance, several services can be availed of online.
Technology has added convenience to banking. However, some issues have also arisen amid
all this technological development and innovation. Privacy and security concerns have also
grown bigger with the rising use of technology. Banks have to spend significantly large
sums on the maintenance of a large technological infrastructure. Apps are common and
customers use them any time from their smartphones to shop and pay online. These apps are
full of features and make it easy to pay bills online.

5] Environmental:

Sustainability and environment friendliness has become important for the banking sector too
just like other businesses. Energy management and other environmental concerns are being
addressed by banks globally. Banks like HDFC are invest ing in energy management.
Many have already taken important steps towards paperless transactions. In order to control
its environmental footprint, HDFC has also introduced solar ATMs. “These use rechargeable
Lithium Ion batteries which use solar energy for their functioning, thereby reducing the
consumption of conventional energy”. Banks also publish their yearly environmental
reports

7
Highlighting their critical achievements over the year in this area. It creates a positive image
and also reduces costs in several operational areas.

6] Legal:

The banking industry globally is impacted by several laws. It is also a large employer and is
affected by the labor laws. Legal risks are immense because oversight and regulation are
very high in this sector. In US alone, several laws have been introduced to regulate this
sector of the industry. Since the Federal Reserve act of 1913, the Glass Steagall Act and the
Dodd Frank several laws have been introduced and several agencies founded to oversee and
ensure compliance. Customer concerns and social responsibility have also made the
government introduce several laws. Banking is a heavily regulated area where compliance
requires a lot of focus and also spending.

8
Introduction of Topic

Saurashtra Gramin Bank is a regional rural bank, established under RRB act, 1976 & it is an
amalgation of three banks namely JRGB, JAGB & SBGB, prompted by SBS (now SBI)
since
1978.

The bank has its presence at 11 districts of Gujarat named as Rajkot, Jamnagar,
Surendranagar, Junagadh, Amreli, Porbandar, Bhavnagar, Gir Somnath, Botad, Morbi
and Dwarka.

 Head office at Rajkot – Gujarat & 3 Region offices

 Network of 169 branches on 100% CBS platform with 8 satellite offices. (Rural –
119, Semi Urban – 37, Urban – 13)
 Area of operation – 1116 Villages

General Information:-
Bank Name Saurashtra Gramin Bank
Chairman Shri M.B Kalamthekar

1 Head office Rajkot 9 Web: www.sgb.com

2 Address wing-2 1st floor, LIC Jivan 10 Type: Public

Prakash Building,
Tagore Road,
Rajkot- 360001.

3 Telephone: 7574808236. 11 Industry: Banking.

4 (0281) 237112 7. 12 Profit 68.30 Crore.

Fax:

5 E-mail:. [email protected] 13 No of staff: 921.

6 Day-off : 2nd and 4th Saturday. 14 No. of branches: 259.

9
7 Owner: Government of India (50%), 15 Growth rate: 9.93%
Sponsor bank (35%), State
Government (15%).

PRODUCTS AND SERVICES

Deposit Schemes:

Saving Deposit:-
 Savings Bank Account

 The facility of savings bank account is meant for cultivating the habit of saving by
the individuals for their future needs. The transactions in the SB account should be of
non- business and non-commercial nature.
 Rate of Interest – 3.50% p.a. fixed by bank on daily product basis.
(Quarterly compounded)
 Nomination Facility – available
 Cheque Book Facility – available

 Minimum Balance Requirement:

 With cheque book urban & Semi Urban Rs. 500

 Rural Rs.250
 Without Cheque Book Urban & Semi Urban Rs.500
 Rural Rs.100

Current Deposit:

 Current Account
Convenient for business people, traders etc. to have current account. And deposits can be
made in current account any number of times. Current account is not for saving or earning
interest unlike savings bank. Convenience of the customer in parking his liquid funds for
any time withdrawal, is the primary objective.

10
 Rate of interest – no interest ( as per RBI directives )
 Nomination Facility – available
 Cheque book Facility – available

 Minimum Balance Requirement:

 With cheque book Urban & Semi Urban Rs.2000/-

 Rural Rs.1000/-

Recurring Deposit:-

Saving every month a specified amount for a specified period of 1 year to 10 years is the
main feature of recurring Deposit account, which otherwise is similar to fixed deposit. Best
suited for salaried people and regular income groups.

SGB – Recurring Deposit

 Flexibility in period of deposit

 Low minimum monthly deposit amount
 Nomination Facility – available

Most important Terms & Conditions

 Penalty charges for non-Deposit of monthly installments

 No cheque Book will be issued
 Passbooks are issued

11
Fixed Deposit:-

Term Deposit

Fixed Deposits (or Term Deposits) are accepted for any period between 7 days to 10 years
with attractive interest rates. Any number of Term Deposit Accounts can be opened with
auto renewal facility.

 Nomination Facility – available

 Auto renewal facility and premature closure of the account – available
 Standing instructions from the customers – executed
Rate of interest on term deposit

Maturity Range Int. Rate (%p.a.)

7 days to 45 days 4.75%

46 days to 180 days 5.75%
181 days to 364 days 6.00%
1 year to less than 2 years 6.70%
2 years to less than 3 years 6.50%
3 years to less than 5 years 6.50%
5 years and above 6.50%

Loans:-

 Gold loan:-

 Eligibility

12
Applicant who is major, must be resident of our service area village\town, preferably
existing customer or reputed and known to the bank fulfilling KYC norms having
saving bank A/c with the bank.

 Proposal Processing Charge

1.25% of sanctioned limit is to be recovered on the date of disbursement & there

after annually on same date.

 Margin

20% of advance value

 Max and Min Loan

o Minimum: Rs.5000
o Maximum: As per purity & weight of gold ornaments

Personal loan:-

1) For salaried person of SGB bank

Eligibility:-
 Applicant who is major, must be Resident of our service area village/town,
preferably existing customer or reputed and known to the Bank fulfilling KYC
Norms having saving bank A/c with the Bank.
 Proposal Processing Charge2% of sanctioned limit is to be recovered on the date
of disbursement & there after annually on same date.

Margin

20% of advance value.

13
 Max & Min Loan: Minimum: Rs.5000/-
Maximum: As per purity & weight of Gold ornaments.

2) For salaried person of other bank

Eligibility:-

 Sufficient Cash flows to repay. Salary disbursed through our branch for Min. for
3 months. As evidenced by 6 months’ Salary Slips Employees of Govt. reputed
PSU. Or Profit Making Public Limited Company with min of 1 year's Confirm
service.
 Proposal Processing Charge 2% of Loan Amount.
 Margin
No Margin.

 Max & Min Loan:

 Minimum: 30,000
 Maximum: 2,50,000 OR 12 NMI Whichever is Less

3) For fixed salaried person

 Eligibility
Sufficient Cash flows to repay. Salary disbursed through our branch for Min. for 3
months. As evidenced by 6 months’ Salary Slips Employees of Govt. reputed PSU. Or
Profit Making Public Limited Company with min of 6 months of appointment.

 Proposal Processing Charge2% of Loan Amount Margin.

 No Margin.
Max & Min Loan:

 Minimum: 30,000
 Maximum: 50,000 OR 10 NMI Whichever is Less

4) For business man

Eligibility

14
 Sufficient Cash flows to repay.
 Income Tax returns of 1 to 2 years.
 With Minimum of 2 years standing.
 Proposal Processing Charge 2% of Loan Amount Margin.
No Margin.

 Max & Min Loan:

 Minimum: 30,000
 Maximum: 70,000 OR 1 year's NAI whichever is less

5) For self employed

Eligibility

 Sufficient Cash flows to repay.

 Income Tax returns of 1 to 2 years.
 With Minimum of 2 years standing.
 Proposal Processing Charge 2% of Loan Amount Margin.
No Margin.

 Max & Min Loan:

 Minimum: 30,000
 Maximum: 1, 00,000 OR 1 year's NMI whichever is less

Car Loan:-

Eligibility

 Age: 21 – 65 years.
 Prof & self-employed Persons, Employees of Govt. /Semi Govt., Any other
reputed institutions.
 Agriculturist: 5 Acre irrigates or 10 Acre Dry land (cultivable if no other term liability
is there).

15
 Trader, Manufacturers and others.
 Repayment Period Within 7 years for new vehicles.
If old vehicle, repayment period should not exceed 7 years form original sale date.

 Proposal Processing Charge

At present 0.75 % of loan amount

 Margin
Up to Rs. 6 lakhs: 15%

Above Rs.6 lakhs: 20-30%

For used car: 30% on valuation report from Govt. approved value.

 Max & Min Loan:

Rs. 15.00 lakhs OR 30 times of net monthly income in case of salaried
person. In other cases 2.5 times of net annual income.

 Education loan:-

 Eligibility
Meritorious student pursuing higher education in
India/Abroad.

Any Graduation/P.G. level or Professional course, for Diploma or Degree of Govt. /

Govt. approved institute in India & abroad.

Need bone finance subject to repaying capacity of

parents/Students.

 Repayment Period
For loans (a) up to Rs.7.50 lakhs for India and (b) up to Rs. 15.00 lakhs for Abroad:
The loan to be repaid in Maximum of 5-7 years after commencement of repayment.

For Loans (a) Above Rs. 7.50 lakhs for study in India and (b) above 15.00 lakhs for
abroad: The loan to be repaid in Max of 5-10 years after commencement of
repayment.

 Proposal Processing Charge

NIL
16
Student applying for loan limit above Rs. 4 lakh should deposit Rs. 5000/- as
sundry- deposit. This will be forfeited if loan is not availed.

 Margin

o Study in India :
Up to Rs. 4 lakhs : "NIL".

Above Rs. 4 lakhs : 5%

o Study Abroad
Up to Rs. 4 lakhs: "NIL". Above Rs. 4 lakhs: 15

 Max & Min Loan:

Study in India: Maximum Rs. 10.00 lakhs.

Study at Abroad: Maximum Rs. 20.00 lakhs.

 SME Special:-

 Eligibility
The unit should be working/in business since last 3 years & with profit. New
units may also be entertained selectively on the base of their credit worthiness,
worth & market Reports.

 Repayment Period
Cash Credit - On demand / it is to be renewed

yearly. Term Loan - Repayment will be in 39 to 60

Month.

 Proposal Processing Charge

50% Concession PPC & EM charges.

 Margin
25% of the Requirement.

 Max & Min Loan:

17
Maximum: Up to 10 Lac.

 Housing Loan:-

 Eligibility
Individual with independent and assured net monthly income (NMI) of Rs. 5000/-
and age is over 21 to 70 years.

Agriculturist having 7 acre land with Net Annual Income (NAI) of Rs. 60,000/-
and age is over 21 to 70 years.

(Base for NAI is last year's net profit from Agricultural operation).

 Repayment Period
For applicants up to 45 years of age: Maximum of 25 years (inclusive of
moratorium period, if any).

For applicants over 45 years of age: Minimum of 15 years (inclusive of

moratorium period, if any).

 Proposal Processing Charge

At present it is 0.50 % of loan amount.

When borrower request for in-principle approval after receipt of an application

and processing charge it should be given.

 Margin
For purchase of existing or construction of new house/flat, extension of
existing house, Furniture & Consumer durables:

-- 15 % for loan upto Rs. 25.00 Lac

-- 20 % for loan above Rs. 25.00 Lac

For Repairing / Renovation -20%

For Purchase a plot of land - 30%

18
 Max & Min Loan:
Up to 60 NMI or 5 NAI

For applicants over 21 to 45 years of age.

Up to 48 NMI and 4 NAI

For applicants over 45 years of age.

Total deduction including instalment of this loan should not exceed 60% of

GMI. EMI/ NMI Ratio should not exceed 57.50% for A and 50% for B as

above.
19
Mission & Vision:-

 Mission: -
To cater all the needs of people of saurashtra through ace products, delighted
customer service & concrete financial improvement of the targeted mass with a team
of self- motivated man power, Advance technology, well defined Systems &
Procedures.0

 Vision:-
Building a professionally sound institution to cater the banking needs of the people
of saurashtra interalia covering disadvantaged masses.
20
 SWOT Analysis:-
SWOT is an acronym for strengths, weaknesses, opportunities and threats. SWOT
analysis for financial inclusion highlights the strengths and opportunities of financial
inclusion programme in India and provide suggestions on landing the weakness and
threats lying behind financial inclusion implementation.

Strengths

 Strengths of financial inclusion include RBI‟s simplified norms of opening no-frill

a/cs among all members of vulnerable groups.
 Nearby 70% of Indian population inhabited in rural areas and majority of the
population still do not have access to formal financial system. This situation can
become a win- win situation for both public and private sector banks.
 The root of the society is the majority of the society. If the root of the society is
integrated to the financial institution, then the growth of the country will be
unstoppable. In India the integrating agencies are certainly rural and urban area’s
bank, co-operative societies, NGOs, Civic bodies, Panchayat insurance companies
and government agencies, which are working effectively and give a strength of FI.
 India has a huge banking network with over 1.3 lakh bank branches of public and
private sector banks. Out of which 63% branches (as per RBI data) in rural areas.
Hence the existence of these bank branches who already deal with rural people can
easily increase the growth of financial inclusion.
 The Indian middle class doubled in size over an eight year period from 300 million
in
2004 to 600 million in 2012, along with Indian household saving rates have also
leapt which provide a strength for the economy in form of their increased purchasing
power and savings.
 India has a strong banking sector with a wide range of financial products to meet
the
financial demand of various sections of the society especially for
underprivileged.
21
Weaknesses

 A large section of the population in the country has remained outside the formal
banking channel. As a result, these people have neither been able to participate nor
enjoy the fruits of economic growth.
 Inspite of many efforts a large number of accounts opened under PMJDY are
dormant and 79% of the households already had a regular bank account. Only 1.5%
account holders have sanctioned loans and around half of the account holders did not
even avail the loan.
 Less financial literacy level and lack of awareness about banking services and
different financial product among vulnerable people in rural and urban areas, is a
weakness of the economy.
 Digital financial inclusion, can be a game changer for un-served and underserved low
income households is based on technology. Non availability of handheld devices,
cards, network penetration and limited number of technology services providers
are the weaknesses of financial inclusion mission.
Opportunity

 India has a majority of educated unemployed people who can be helpful to promote
financial inclusion in the form of business correspondents (BCs) and business
facilitators (BFs). Along with, providing banking services they can spread financial
literacy and advice on managing money and debt counselling.
 The Government of India has set up Aadhar enabled payment system (AEPS)
across the country to provide basic financial services at low cost. It provides
opportunity to indulge a bank customer in the mainstream of financial inclusion.
 Indian Government has taken an initiative namely Direct Benefit Transfer to route
the social security payments through the banking network. It promotes financial
inclusion as eligible beneficiaries will have to open a bank account and will give a
large business to banks.
 A large amount of remittances take place across the country, predominantly from
migrant labour and over half of this happens through non-formal channels. Hence
there is the opportunity of capturing remittances for the banks of enhance their
business.
 There are large number of self-help groups (men & women) formed in rural and urban
areas of the country. Many opportunities are available of financial inclusion as
22
increased activities of self-help groups can create more motivation among rural
people to utilize other financial services and products.

Threats

 Existence of the informal sector & such as money lenders etc. in the rural areas, is a
big threat of financial inclusion.
 People who live in under developed areas find it very difficult to reach the nearest
bank due to transportation cost and wages lost in traveling to the bank.
 There are some ground level threats of financial inclusion as non-functional hand
held machines, smart cards, network connectivity, non-availability of power and
limited service centre for serving devices which resulted in banking operation
coming to halt in many villages.
 The sub division of land and small size of rural non-form activities require the
provision of small sized loans in large numbers often raising the operational costs for
banks.
 As one-fifth of Jan-Dhan accounts are domant. Hence the dormancy, zero balance.
The dormancy of Jan Dhan accounts as one-fifth of accounts are dormant, zero
balance accounts and Rs. 5000/-over draft issue without having credit history of
borrowed may
put unnecessary burden on the banks if these are not taken care of timely.
23
Literature review

24
RIMPI KAUR (December 2013), In her research titled on “An Impact of IT on Branch
Productivity of Indian Banking in the Era of Transformation” It can research on banking
all over the world witnessed changes during last decade, which perhaps it did not see during
its entire history. The changes are not only confined to developed countries, banking in
developing countries like ours has also witnessed drastic changes. It is due to liberalization
of economies and related policies, globalization of world markets especially because of
increasing interdependence of different developed and developing countries. In this context
of changing environment, the new financial services have been provided with the support of
Information Technology such as transfer of funds across and beyond the national
boundaries. Financial institutions, including banks, all over the world are, therefore,
crucially dependent on information technology and consequently, it has become imperative
to evaluate the performance of banking industry. The present paper analyses the impact of
IT on branch productivity and concludes that IT along with other factors, improving the
productivity at an excellent rate and fully IT-oriented banks are the most beneficiaries
whereas partially IT- oriented banks though proved increase in productivity in the post-e
banking period but still not harmonized with fully IT-oriented banks. The paper also
suggests some measures to improve the branch performance along with better utilization of
IT.

Neetu Jain & DR. Pooja Malhotra (2014), in their research paper “Demographic Factors
Affecting the Adoption of Internet Banking in India” The goal of this paper to find out
the demographic factors affecting adoption of electronic banking in general and Internet
banking in particular in India. The data for this study is based upon a survey of bank
customers using a convenience sampling technique with the aid of a structured self-
administered questionnaire. The survey was conducted during the period of April 2012. The
results of this study indicate that age, education, income, and profession are the most
influential demographic variables affecting Internet banking usage. Using a mailed
questionnaire with a response rate of 38.9 per cent, it was found that 40 per cent of the
Indian consumers who responded to this survey were already using Internet banking
services. The results of this study provide interesting additions to knowledge of electronic
banking and contribute to our understanding of Internet banking
users as well as nonusers.
25
Ms. Fozia (2014), The purpose of this paper is to determine the customer’s perception
toward the e-banking services. A total of number of customer taken for the study is 196.
Analysis of variance technique is employed to study the significant relationship between the
occupation and customer perception of e-banking services and significant relationship
between the age and customer perception of e-banking services. The result of the study
clearly shows that different age group of customer and different occupation group of
customers have different perception toward the e-banking services. The results also propose
that demographic factors impact significantly internet banking behaviour, specifically,
occupation and age. Finally, this paper suggests that an
Understanding about the customer’s perception regarding the e-banking services of public
and private banks it will help to the banker to understand the customers need in better way

Shilpi Khandelwal (2014), In his research titled on “E Banking: Factors of Adoption in

India” This paper present the last decade has witnessed a drastic change in the economic
and banking environment all over the world. With the economic and financial sector reforms
introduced in the country since early 1990s, the operating environment for banks in India
has also undergone a rapid change. Increasingly, more and more people are switching to
electronic platforms for executing financial transactions. Internet banking has brought about
a 360 degree change in the entire banking industry. The wider usage of cell phone and
internet certainly seems to be playing a role in blurring physical boundaries, and unlocking
a whole new wo rld of opportunities for banks in tapping newer customer segments and in
recording greater volume of transactions. For the banks, technology has emerged as a
strategic resource for achieve in higher efficiency, control of operations, productivity and
profitability. For customers, it is the realization of their anywhere, anytime, anyway
banking dream. This has prompted the banks to embrace technology to meet the
increasing customer expectation and face the tough competition. This research paper is
focused on what are the drivers that drive consumers towards adoption of E banking.

Jayshree Chavan (2015), In his research paper “Internet Banking-Benefits and challenges
in an Emerging Economy” This study presents New Information technology has taken
imperative place in the future expansion of financial services, especially banking
sector
conversion are affected more than any other financial provider groups. Increased use of
mobile
26
services and use of internet as a new division channel for banking transactions and
international trading requires more concentration towards e-banking security against
deceptive activities. The development and the increasing progress that is being experienced
in the Information and Communication Technology have brought about a lot of changes in
almost all facets of life. In the Banking Industry, it has been in the form of online banking,
which is now replacing the traditional banking practice. Online banking has a lot of benefits
which add value to customers’ satisfaction in terms of better quality of service offerings and
at the same time enable the banks gain more competitive gain over other competitors. This
paper discusses some challenges in an emerging economy

Dr. Renu Arora and Dr. Surabhi Singh (2015), In their research paper “Service quality
of online banking services in public, private and foreign banks in India “This paper
present recent developments in information technology have led to major changes in service
providing organizations such as banks. Every bank realizes that they must use information
technology to survive in this era. Through information technology, banks can better maintain
the relationship with customers as customers tend to interact more with provided services
through information technology. The emergence of new technologies is enabling new
competitors to enter the financial services market quickly and efficiently. Therefore, it
becomes imperative for service providers to meet or exceed the target customers’ satisfaction
with quality of services expected by them. This paper presents customers’ perception of
quality of online banking services in terms of its constituent factors in public sector, private
sector and foreign banks. A fivepoint continuum scale was prepared for measuring customer
satisfaction with the service quality of online banking services. The scale was prepared on
the basis of five factors of service quality, i.e., tangibility, reliability, responsiveness,
assurance and empathy. Mean scores were also calculated to find out mean difference
between factors affecting service quality of banking services and three types of banks.
Overall evaluation showed that private and foreign banks
were performing better than the public sector banks with regard to five
factors.
27
Conceptual Framework:-

E-Banking services
Quality

Materiality

Competences Satisfaction of E-Banking

Services of SGB

Assistance

Securities
Connectivity

28
Objectives:-

29
OBJECTIVES:-

 To find out the first how many people are known an account in this Bank.
 To find out How to used E-banking services of this bank.
 To Find Which Services are mostly used by Customer of All over E-Banking Services of this
Bank.
 To find out of how to easy online Service’s without Offline Services.
 To find out how many people are satisfied to this services.
 To find out how many people dissatisfied for using this E-banking services.
 To find out purpose of trying to how many people are dissatisfied to convert satisfied.
 To find out the Disadvantages of use this E-Banking Services of this Bank.

30
Research Methodology

31
Research means find something new or provide solution to existing problem. Now a day’s
research gain importance because people needs, wants and expectation are change rapidly.
People want something new day by day. Research helps organization to provide goods and
services as per people demand.

Research Objectives helps researcher to proceed in certain direction. It is essential

ingredient for research work. Determining research objective is critical part of the research
process.
The basic objective behind preparing the report is to know where financial products and
services of Saurashtra Gramin Bank stand in regional rural market. Who are major
competitors of Saurashtra Gramin Bank and knowing that the bank is able to give what it
promise and it is successful in regional market.
Below are objective to do research work in Saurashtra Gramin
bank.
 To understand a research of how many people are known about the E-Banking
services about Saurashtra Gramin Bank in Rajkot.

 To find out the Satisfaction of E-Banking Services among resident in Rajkot.

 To analyses which option is used majorly by the customer.

Research Methodology

Research is a systematic process to gathering knowledge and facts to find the solution of a
problem. Research methodology is a way to systematically sole the research problem. It
includes the overall research design, the sampling procedure, data collection method
and analysis procedure.

Scope of the study:-

Saurashtra Gramin Bank is famous bank in rural sector. The various product s and
services offered by it include:
PRODUCT

➢ Deposits (saving account, current account, fixed

account)

➢ Loans

➢ Card Service
32
➢ Mobile Banking

➢ Net Banking

➢ Locker

The study would try to throw some insights into the existing products and services provided
by Saurashtra Gramin Bank, perceptions and actual services quality of the bank. The results
of the study would be able to recognize the lacuna in the system and thus provide key areas
where improvement is required for better performance and success ratio.
Research Design

The research design should clearly point out as to whether the study is descriptive. It should
also specify whether it is statistical or experimental design. The research design that has
been adopted for the study is descriptive. The methodology involved in this design is
mostly quantitative in nature. Research design refers to framework or blue print of the
research which
is found out the solution of the
problem.

Types of Research

Descriptive
Explorator Experiment

1. Exploratory Design
An exploratory design is conducted about a research problem when there are few or
no earlier studies to refer to. The focus is on gaming insights and familiarly for later
investigation or undertaken when problems are in a preliminary stage of
investigation.
2. Descriptive Design
Descriptive research designs help provide answers to the questions of who, what,
when, where and how associated with a particular research problem. A descriptive
study cannot conclusively ascertain answers to why. Descriptive research is used to
obtain information concerning the current status of the phenomena and to describe
“what exists” with respect to variables or condition in a situation.
3. Experimental Design
Experimental design is also known as causal study. Causal studies may be thought
of
as understanding a phenomenon in terms of conditional statements in the form, “if
X,
then Y.” This type of research is used to measure what impact a specific change
will

33
have on existing norms and assumptions. Most social scientists seek causal
explanations that reflect tests of hypothesis. Causal effect occurs when variation in
one phenomenon, the dependent variable.

We use descriptive project design because it obtains information concerning the

current status of the phenomenon and to describe “what exists” with respect to
variables or conditions in a situation.

 Source of data
The present study is based on primary data which was collected using questionnaire method.

Primary Data

Sources for primary data are limited and at time it becomes difficult to obtain data from
those primary sources because of either scarcity of population or lack of cooperation.
Regardless of any difficulty one can face in collecting primary data. It is the most authentic
and reliable data source. Following are some of the sources of primary data.

Experiments

Survey

Questionnaire

Observation

Secondary Data

Secondary data is often readily available. After the expense of electronic media and
internet the availability of secondary data has become much easier.

Books Journals/Periodicals

Magazines/ Newspaper

Published Electronic Sources

Website

Diaries

34
Letters

Data Collection Method

We use primary data collection from the 18 questions which are both open ended as well
as close ended.

Target Population

To fulfil the above objectives as undertook an exploratory research. This research was
carried out by means of survey size 405 individuals from various age groups.

Sampling Design

A set of information used to identify a sample population for statistical treatment. A

sampling design includes a numerical identifier for individual and other identifying
information about characteristics of the individuals, to aid in analysis and allow for division
into further design for more in-depth analysis.

Sampling area: Rajkot

Sample size: 258 respondents

LIMITATION OF THE STUDY:-

 The study is only for the Saurashtra Gramin Bank and only for the Gujarat. Hence
the findings cannot be treated as representative of the entire banking industry.
 In a fast changing environment analysis on one day or in a one segment can change
very quickly. The environmental changes are essential to be considered in order to
assimilate the findings.
 Some of the respondents did not like to respond or some may give biased answer
 In our study we include only 100 respondents because of the time limits.
 The conclusion arrived at are based on personal judgement of the researcher, so it
cannot provide 100 implementation guarantee.

35
Data Analysis:-

36
Frequencies
Statistics
1) Do you use E-banking services of
Saurashtra Gramin Bank?

N Valid 258

Missing 0

1) Do you use E-banking services of Saurashtra Gramin Bank?

Cumulative
Frequency Percent Valid Percent Percent
Valid Male 234 90.7 90.7 90.7

Female 24 9.3 9.3 100.0

Total 258 100.0 100.0

Interpretation: According to above diagram represents the sample size of the

respondents for survey. Out of the 100%, 90.70% are Male respondents and 9.30% Female
respondents which mean more male consumers have filled this survey.

Frequencies
Statistics
2) Since how long you use E-banking
services?

N Valid 258

Missing 0

37
2) Since how long you use E-banking services?

Cumulative
Frequency Percent Valid Percent Percent
Valid Less than 6 months 62 24.0 24.0 24.0

6 to 12 months 82 31.8 31.8 55.8

1 years to 2 years 97 37.6 37.6 93.4
More than 2 years 17 6.6 6.6 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents the different of Longest groups that
have filled survey. We can see that approx. 37% of respondents belong to 1 years to 2
years.

Frequencies

Statistics
2)Age 1)Gender
N Valid 258 258

Missing 0 0

2)Age Cumulative
Frequency Percent Valid Percent Percent
Valid 18-28 years 100 38.8 38.8 38.8

29-39 years 87 33.7 33.7 72.5

38
40-50 years 42 16.3 16.3 88.8

Above 50 years 29 11.2 11.2 100.0

Total 258 100.0 100.0

Statistics
1)Gender 3)Education
N Valid 258 258

Missing 0 0

1)Gender
Cumulative
Frequency Percent Valid Percent Percent
Valid Male 219 84.9 84.9 84.9

Female 39 15.1 15.1 100.0

Total 258 100.0 100.0

Interpretation: The above diagram represents the different age groups that have filled
survey. We can see that approx. 38% of respondents belong to 18-28 years

39
Frequencies

3)Education

Cumulative
Frequency Percent Valid Percent Percent
Valid Up to 12th 95 36.8 36.8 36.8

Non-graduation 16 6.2 6.2 43.0

Graduation 107 41.5 41.5 84.5
Post-graduation 36 14.0 14.0 98.4
Professional 4 1.6 1.6 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents the different Educations that have
filled survey. We can see that approx. 41% of respondents are Graduate people.

Statistics
1)Gender 4)Marital Status

N Valid 258 258

Missing 0 0

1)Gender

Cumulative
Frequency Percent Valid Percent Percent
Valid Male 219 84.9 84.9 84.9

Female 39 15.1 15.1 100.0

Total 258 100.0 100.0

40
4)Marital Status

Cumulative
Frequency Percent Valid Percent Percent
Valid Married 183 70.9 70.9 70.9

Un-married 75 29.1 29.1 100.0

Total 258 100.0 100.0

Interpretation: The above diagram represents the different Marital status that
have
filled survey. We can see that approx. 70.9% of respondents are Married people.

41
Frequencies
Statistics
5)Occupation 1)Gender
N Valid 258 258

Missing 0 0

5)Occupation

Valid Cumulative
Frequency Percent Percent Percent
Valid Government
43 16.7 16.7 16.7
Employee

42
Private
71 27.5 27.5 44.2
Employee
Family
63 24.4 24.4 68.6
Business
Entrepreneur 25 9.7 9.7 78.3
Student 42 16.3 16.3 94.6
House Wife 14 5.4 5.4 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents the different occupations that have
filled survey. We can see that approx. 27% of respondents belong to Private Job.

Crosstabs

Case Processing Summary

Cases

Valid Missing Total

N Percent N Percent N Percent

1) Gender * 9] How did you come
to know about E-banking Services 258 100.0% 0 0.0% 258 100.0%
of this bank?

1) Gender * 9] How did you come to know about E-banking Services of this bank? Cross tabulation
Count
9] How did you come to know about E-banking Services of this bank?
Business Others. Pls
Friends News Advertising Associates Specify Total
1)Gender Male 66 36 89 19 9 219

Female 21 3 10 2 3 39
Total 87 39 99 21 12 258

Interpretation: The above diagram represents the different is that have filled survey.
We can see that approx. 34.57% of respondents are aware of the Advertising of this services.
11) Materiality:-
Frequencies
Statistics

All necessary
Information Information Information on E- banking services Charges for the
available on E- available on E- banking are are available on services offered
banking are easy baking are Update on real E-banking on E-banking are
to understand relevant time platform reasonable
N Valid 258 258 258 258 258

Missing 0 0 0 0 0

Information available on E-banking are easy to understand

Cumulative
Frequency Percent Valid Percent Percent
Valid SA 82 31.8 31.8 31.8
A 7 2.7 2.7 34.5
N 18 7.0 7.0 41.5
D 12 4.7 4.7 46.1
SD 139 53.9 53.9 100.0
Total 258 100.0 100.0
Interpretation: The above diagram represents that out of all respondents approx. 53.88%
prefer Strongly Disagree to information are available and easy to understand, it means
majority of respondents are Strongly Disagree with that.

Information available on E-baking are relevant

Cumulative
Frequency Percent Valid Percent Percent
Valid SA 1 .4 .4 .4
A 48 18.6 18.6 19.0
N 74 28.7 28.7 47.7
D 108 41.9 41.9 89.5
SD 27 10.5 10.5 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents that out of all respondents approx. 41.86%
prefer Disagree because information available relevant by authorized purpose, it means
majority of respondents are Disagree with that.

Information on E-banking are Update on real time

Cumulative
Frequency Percent Valid Percent Percent
Valid SA 20 7.8 7.8 7.8
A 23 8.9 8.9 16.7
N 67 26.0 26.0 42.6
D 69 26.7 26.7 69.4
SD 79 30.6 30.6 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents that out of all respondents approx. 30.62%
prefer Strongly Disagree because information is not available in real time, it means majority
of respondents are Strongly Disagree with that.

All necessary banking services are available on E-banking platform

Cumulative
Frequency Percent Valid Percent Percent
Valid SA 6 2.3 2.3 2.3
A 33 12.8 12.8 15.1
N 62 24.0 24.0 39.1
D 111 43.0 43.0 82.2
SD 46 17.8 17.8 100.0
Total 258 100.0 100.0
Interpretation: The above diagram represents that out of all respondents approx. 43.02%
prefer Disagree to use all necessary banking services are available on E-banking services, it
means majority of respondents are Disagree with that.

Charges for the services offered on E-banking are reasonable

Cumulative
Frequency Percent Valid Percent Percent
Valid SA 10 3.9 3.9 3.9
A 29 11.2 11.2 15.1
N 86 33.3 33.3 48.4
D 80 31.0 31.0 79.5
SD 53 20.5 20.5 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents that out of all respondents approx. 33.33%
prefer Neutral to charges for the services offered on E-banking are reasonable, it
means majority of respondents are Neutral with that.
12] Competence:

Statistics

Account
Transaction is information Transaction
Account gets OTP received being processed provided by process is error –
logged in fast immediately quickly accurate free
N Valid 258 258 258 258 258

Missing 0 0 0 0 0

Account gets logged in fast

Cumulative
Frequency Percent Valid Percent Percent
Valid SA 130 50.4 50.4 50.4
A 27 10.5 10.5 60.9
N 22 8.5 8.5 69.4
D 20 7.8 7.8 77.1
SD 59 22.9 22.9 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents that out of all respondents approx.
50.4% prefer SA to use to Online open Account is very fast with internet connection it means
majority of respondents are Strongly agree with that.

OTP received immediately

Frequency Percent Valid Percent Cumulative Percent
Valid SA 7 2.7 2.7 2.7
A 113 43.8 43.8 46.5
N 79 30.6 30.6 77.1
D 50 19.4 19.4 96.5
SD 9 3.5 3.5 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents that out of all respondents approx.
43.8% prefer agree to use getting online OTP received imminently, it means majority of
respondents are agree with that.

Transaction is being processed quickly

Frequency Percent Valid Percent Cumulative Percent

Valid SA 53 20.5 20.5 20.5
A 66 25.6 25.6 46.1
N 86 33.3 33.3 79.5
D 28 10.9 10.9 90.3
SD 25 9.7 9.7 100.0
Total 258 100.0 100.0
Interpretation: The above diagram represents that out of all respondents approx.
33.33% prefer Neutral to use getting online Transaction process quickly, it means majority
of respondents are Neutral with that.

Account information provided by accurate

Frequency Percent Valid Percent Cumulative Percent

Valid SA 48 18.6 18.6 18.6
A 108 41.9 41.9 60.5
N 49 19.0 19.0 79.5
D 48 18.6 18.6 98.1
SD 5 1.9 1.9 100.0
Total 258 100.0 100.0
Interpretation: The above diagram represents that out of all respondents approx.
41.9% prefer agree to use getting online Information Provide to accurate, it means
majority of respondents are agree with that.

Transaction process is error – free

Frequency Percent Valid Percent Cumulative Percent

Valid SA 43 16.7 16.7 16.7
A 89 34.5 34.5 51.2
N 77 29.8 29.8 81.0
D 32 12.4 12.4 93.4
SD 17 6.6 6.6 100.0
Total 258 100.0 100.0
Interpretation: The above diagram represents that out of all respondents approx.
34.50% prefer agree to use getting online process is error free, it means majority of
respondents are agree with that.

13] Assistance

Statistics

In case of In case of error

debit/credit In case of non- in processing
getting receipt of OTP transaction,
Password re- damaged, new through SMS, proper supports Online support
generate / card is being OTP is is being Security for executing
changed on- issued within conveyed by provided by the question can be transaction is
line reasonable time phone call bank changed available
N Valid 258 258 258 258 258 258

Missing 0 0 0 0 0 0

Password re-generate / changed on-line

Frequency Percent Valid Percent Cumulative Percent

Valid SA 23 8.9 8.9 8.9
A 29 11.2 11.2 20.2
N 31 12.0 12.0 32.2
D 175 67.8 67.8 100.0
Total 258 100.0 100.0
Interpretation: The above diagram represents that out of all respondents approx.
67.83% prefer agree to use getting Password or generated a new password via Online Easily,
it means majority of respondents are agree with that.

In case of debit/credit getting damaged, new card is being issued within reasonable time

Frequency Percent Valid Percent Cumulative Percent

Valid SA 115 44.6 44.6 44.6

A 64 24.8 24.8 69.4

N 53 20.5 20.5 89.9
D 26 10.1 10.1 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents that out of all respondents approx.
44.57% prefer SA to use getting issue a new card online with reasonable time, it means
majority of respondents are Strongly agree with that.

In case of non-receipt of OTP through SMS, OTP is conveyed by phone call

Cumulative
Frequency Percent Valid Percent Percent
Valid SA 53 20.5 20.5 20.5
A 100 38.8 38.8 59.3
N 33 12.8 12.8 72.1
D 72 27.9 27.9 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents that out of all respondents approx.
43.8% prefer agree to use getting SMS, OTP, via phone call easily, it means majority of
respondents are agree with that.

In case of error in processing transaction, proper supports is being provided by the bank

Frequency Percent Valid Percent Cumulative Percent

Valid SA 117 45.3 45.3 45.3
A 58 22.5 22.5 67.8
N 49 19.0 19.0 86.8
D 34 13.2 13.2 100.0
Total 258 100.0 100.0
Interpretation: The above diagram represents that out of all respondents approx.
45.35% prefer SA to use getting In case error to find out problems and provide the solution
of any transaction via online, it means majority of respondents are strongly agree with that.

Security question can be changed

Frequency Percent Valid Percent Cumulative Percent

Valid SA 65 25.2 25.2 25.2
A 83 32.2 32.2 57.4
N 33 12.8 12.8 70.2
D 77 29.8 29.8 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents that out of all respondents approx. 32.17%
prefer agree to use getting Securities can be changed via online, it means majority
of respondents are agree with that.

Online support for executing transaction is available

Cumulative
Frequency Percent Valid Percent Percent
Valid SA 99 38.4 38.4 38.4
A 71 27.5 27.5 65.9
N 38 14.7 14.7 80.6
D 50 19.4 19.4 100.0
Total 258 100.0 100.0
Interpretation: The above diagram represents that out of all respondents approx. 38.37%
prefer SA to use getting support executive transaction are available via online OTP
received imminently, it means majority of respondents are Strongly agree with that.
14] Securities
Statistics
Customers personal In case of unusual
It is secure with information are used transaction bank
Transactions and data Pin/OTP/Security only for authorized contact me
secure / safe question etc. purpose immediately
N Valid 258 258 258 258

Missing 0 0 0 0

Transactions and data secure / safe

Frequency Percent Valid Percent Cumulative Percent

Valid SA 20 7.8 7.8 7.8
A 67 26.0 26.0 33.7
N 23 8.9 8.9 42.6
D 143 55.4 55.4 98.1
SD 5 1.9 1.9 100.0
Total 258 100.0 100.0
Interpretation: The above diagram represents that out of all respondents approx. 55.43%
prefer Disagree to use getting data secure or safe via online, it means majority of
respondents are Disagree with that.

It is secure with Pin/OTP/Security question etc.

Frequency Percent Valid Percent Cumulative Percent

Valid SA 56 21.7 21.7 21.7
A 12 4.7 4.7 26.4
N 63 24.4 24.4 50.8
D 10 3.9 3.9 54.7
SD 117 45.3 45.3 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents that out of all respondents approx.
45.35% prefer SD to use getting pin, OTP, Security to secure it means majority of
respondents are Strongly Disagree with that

Customers personal information are used only for authorized purpose

Cumulative
Frequency Percent Valid Percent Percent
Valid SA 31 12.0 12.0 12.0
A 30 11.6 11.6 23.6
N 58 22.5 22.5 46.1
D 93 36.0 36.0 82.2
SD 46 17.8 17.8 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents that out of all respondents approx.
36.05% prefer Disagree to use customer personal information by authorized purpose, it
means majority of respondents are Disagree with that.

In case of unusual transaction bank contact me immediately

Cumulative
Frequency Percent Valid Percent Percent
Valid SA 45 17.4 17.4 17.4
A 13 5.0 5.0 22.5
N 57 22.1 22.1 44.6
D 28 10.9 10.9 55.4
SD 115 44.6 44.6 100.0
Total 258 100.0 100.0
Internet connectivity is always available

Frequency Percent Valid Percent Cumulative Percent

Valid SA 17 6.6 6.6 6.6
A 144 55.8 55.8 62.4
N 28 10.9 10.9 73.3
D 69 26.7 26.7 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents that out of all respondents approx.
44.57% prefer Strongly agree to use Unusual transaction bank contact us, it means
majority of respondents are Strongly agree with that.

15] Connectivity
Interpretation: The above diagram represents that out of all respondents approx.
55.81% prefer agree to getting internet connectivity is available any online process, it means
majority of respondents are agree with that.

Account/service can be accessed through digital banking

channel with low internet connectivity

Frequenc Valid Cumulative

y Percent Percent Percent
Valid SA 118 45.7 45.7 45.7
A 11 4.3 4.3 50.0
N 63 24.4 24.4 74.4
D 66 25.6 25.6 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents that out of all respondents approx.
45.74% prefer SA to getting Account services accessed through digital channel, it means
majority of respondents are Strongly agree with that.
Site/application work continuously while processing
transaction

Frequenc Valid Cumulative

y Percent Percent Percent
Valid SA 51 19.8 19.8 19.8
A 77 29.8 29.8 49.6
N 82 31.8 31.8 81.4
D 48 18.6 18.6 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents that out of all respondents approx. 31.78%
prefer Neutral to use site or application work continuously while processing transactions,
it means majority of respondents are Neutral with that

Connectivity is constant during transaction

Frequenc Valid Cumulative
y Percent Percent Percent
Valid SA 119 46.1 46.1 46.1
A 37 14.3 14.3 60.5
N 50 19.4 19.4 79.8
D 52 20.2 20.2 100.0
Total 258 100.0 100.0

Interpretation: The above diagram represents that out of all respondents approx.
46.12% prefer Strongly agree to use getting constantly transaction to connection, it means
majority of respondents are Strongly agree with that.
16]
Crosstabs
Case Processing Summary
Cases

Valid Missing Total

N Percent N Percent N Percent

1) Gender * 16] please rate of
overall satisfaction for services 258 100.0% 0 0.0% 258 100.0%
provide on E-banking platform?
1) Gender * 16] Please rate of overall satisfaction for services provide on E-banking platform? Cross tabulation

Count

16] Please rate of overall satisfaction for services provide on

E-banking platform?
High Low Total
1)Gender Male 149 70 219

Female 25 14 39
Total 174 84 258
Interpretation: The above rate of Satisfaction diagram represents the different
is that have filled survey. We can see that approx. 67.35% of respondents is very
highly satisfied for this E-banking services but 32.65% people are dissatisfied
with this services.

Crosstabs

Case Processing Summary

Cases

Valid Missing Total

N Percent N Percent N Percent

1) Gender * 17] Do you trust the
securities of E- banking services? 258 100.0% 0 0.0% 258 100.0%

1) Gender * 17] Do you trust the securities of E- banking services? Cross tabulation

Count

17] Do you trust the securities of E- banking services?

Yes No Total
1)Gender Male 163 56 219

Female 24 15 39

Total 187 71 258

Interpretation: The above trust and securities diagram represents the different
is that have filled survey. We can see that approx. 71.48% of respondents is yes
but
29.42% are say No.

Crosstabs

18] What are you for the main disadvantages of E-banking?

Frequency Percent Valid Percent Cumulative Percent

Valid No-Disadvantages 100 38.8 38.8 38.8

Overall Difficult of using online

32 12.4 12.4 51.2
services

Lack of assistance 44 17.1 17.1 68.2

Securities concerns 41 15.9 15.9 84.1
Limited services 20 7.8 7.8 91.9
Dependence of the internet services 21 8.1 8.1 100.0

Total 258 100.0 100.0

1) Gender * 18] What are you for the main disadvantages of E-banking? Cross tabulation
Count
18] What are you for the main disadvantages of E-banking?
Overall
No- Difficult of Dependence
Disadvantage using online Lack of Securities Limited of the internet
s services assistance concerns services services Total
1)Gender Male 82 28 36 35 19 19 219

Female 18 4 8 6 1 2 39
Total 100 32 44 41 20 21 258
Interpretation: The above diagram represents the different is that have filled
survey. We can see that approx. 38.78 % of respondents are no any particular
problem to face of using this E-banking services.
7] Which of the following E-banking services do you used within this Bank?

Frequenc Cumulative
y Percent Valid Percent Percen21.7t
Valid ATMs 61 23.6 23.6 23.6
EFT (Electronic Funds Transfer)
System. 17 6.6 6.6 30.2

Telephone Banking 21 8.1 8.1 38.3

ECS (Electronic Clearing Services) 19 7.4 7.4 45.7
Electronic Clearing Cards. 14 5.4 5.4 51.1
Mobile Banking. 52 20.2 20.2 71.3
Smart Cards. 29 11.2 11.2 82.5
Internet Banking. 45 17.4 17.5 100.0

Total 258 100.0 100.0

7] Which of the following E-banking services do you used

within this Bank?
Total
Smart Cards.
Electronic Clearing Cards.
Telephone Banking
ATMs
0 50 100 150 200 250 300

Total Percentages

Interpretation: The above diagram represents the three most different respective E-
services is that have filled survey. We can see that approx. 23.6% of respondents are using of
the ATMs,
20.2% respondents are use Mobile Banking, 17.5% respondents are uses Internet Banking
from this greatest bank branch in Rajkot.
10) What kind of transactions do you do through E-banking services?

Frequenc Cumulative
y Percent Valid Percent Percen21.7t
Valid Balance Inquiry 41 15.9 15.9 15.9
generating Account Statement 24 9.3 9.3 25.2
Utility Bill (Electric / telephone / gas bills
etc.) 18 7.00 7.00 32.2

Mobile/ DTH recharge other 32 12.4 12.4 44.6

Funds Transfer to other Accounts
36 14 14 58.6

Cash Withdrawal (Through ATM)

56 21.7 21.7 80.3
Cash deposit (Through ATM)
16 6.2 6.2 86.5
Online Shopping
17 6.6 6.6 93.1

Online Tax / Fee payments

8 3.1 3.1 96.2

Changes in Any Information related to

account (Add, contact details, PAN/ 10 3.9 3.9 100.0
Aadhar No. etc.)

Total
258 100.0 100.0
10) What kind of transactions do you do through E-
banking services?
300 258
250
200
150 56
100 41 24 18 32 36
50 16 17 8 10
0

Total Percentages

Interpretation: The above diagram represents the different is that have filled survey.
We can see that approx. 21.7% of respondents are using of the ATMS cards through
withdraw a money anytime and anywhere in Rajkot to any Gramin Bank ATMS center.
Oneway

Descriptive
1) Do you use E-banking services of Saurashtra Gramin Bank?
95% Confidence Interval for
Mean
Std. Maximu
N Mean Deviation Std. Error Lower Bound Upper Bound Minimum m
Less than 6 months 62 1.0968 .29806 .03785 1.0211 1.1725 1.00 2.00
6 to 12 months 82 1.0366 .18890 .02086 .9951 1.0781 1.00 2.00
1 years to 2 years 97 1.1237 .33096 .03360 1.0570 1.1904 1.00 2.00
More than 2 years 17 1.1765 .39295 .09531 .9744 1.3785 1.00 2.00
Total 258 1.0930 .29103 .01812 1.0573 1.1287 1.00 2.00

Test of Homogeneity of Variances

1) Do you use E-banking services of Saurashtra Gramin Bank?
Levene Statistic df1 df2 Sig.

8.255 3 254 .000

ANOVA
1) Do you use E-banking services of Saurashtra Gramin Bank?
Sum of Squares df Mean Square F Sig.
Between Groups .472 3 .157 1.876 .134
Within Groups 21.296 254 .084
Total 21.767 257

Robust Tests of Equality of Means

1) Do you use E-banking services of Saurashtra Gramin Bank?

Statistica df1 df2 Sig.

Welch 2.242 3 63.458 .092
Brown-Forsythe 1.550 3 64.765 .210

a. Asymptotically F distributed.
Descriptives
2)Age
95% Confidence Interval for
Mean
Std. Std. Minimu Maximu
N Mean Deviation Error Lower Bound Upper Bound m m
Up to 20000 67 1.8209 1.09994 .13438 1.5526 2.0892 1.00 4.00
21000-40000 62 1.8387 .90886 .11542 1.6079 2.0695 1.00 4.00
41000-70000 66 2.1061 .86164 .10606 1.8942 2.3179 1.00 4.00
71000-100000 41 2.3415 1.06324 .16605 2.0059 2.6771 1.00 4.00
More than
21 2.0952 1.09109 .23810 1.5986 2.5919 1.00 4.00
100000
Total 257 2.0039 1.00194 .06250 1.8808 2.1270 1.00 4.00

Test of Homogeneity of Variances

2)Age
Levene Statistic df1 df2 Sig.

2.733 4 252 .030

ANOVA
2)Age

Sum of Squares df Mean Square F Sig.

Between Groups 9.472 4 2.368 2.411 .050
Within Groups 247.524 252 .982
Total 256.996 256
Robust Tests of Equality of Means
2)Age

Statistica df1 df2 Sig.

Welch 2.229 4 91.100 .072
Brown-Forsythe 2.301 4 160.501 .061

a. Asymptotically F distributed.

Descriptive

5)Occupation

95% Confidence Interval for

Mean

N Mean Std. Deviation Std. Error Lower Bound Upper Bound Minimum Maximum
Friends
87 3.1034 1.61414 .17305 2.7594 3.4475 1.00 6.00

News
39 3.0000 1.39548 .22346 2.5476 3.4524 1.00 6.00

Advertising
99 2.9091 1.42206 .14292 2.6255 3.1927 1.00 6.00

Business Associates
21 2.8571 1.06234 .23182 2.3736 3.3407 1.00 5.00
Others. Pls Specify
12 2.7500 1.91288 .55220 1.5346 3.9654 1.00 6.00

Total
258 2.9767 1.47859 .09205 2.7955 3.1580 1.00 6.00
Test of Homogeneity of Variances
5)Occupation
Levene Statistic df1 df2 Sig.

3.605 4 253 .007

ANOVA
5)Occupation
Sum of Squares df Mean Square F Sig.
Between Groups 2.788 4 .697 .315 .868
Within Groups 559.072 253 2.210
Total 561.860 257

Robust Tests of Equality of Means

5)Occupation

Statistica df1 df2 Sig.

Welch .286 4 53.049 .886
Brown-Forsythe .305 4 65.293 .874

a. Asymptotically F distributed.
ANOVA

1.Do you use E-Banking services of Saurashtra Gramin Bank

Sum of Squares df Mean Square F Sig.

Between Groups .432 2 .216 2.579 .078

.
. 059
Within Groups 21.336 256 .084

Total 21.767 258

Interpretation:
The above diagram represents the different is that have filled survey. Here the significance
difference 0.78 which is more than 0.59 so its indicates that H0=Accepted and H1=Rejected
so there is the difference between all the variable of E-banking Services in Saurashtra
Gramin bank.
ANOVA

2)Age

Sum of Squares df Mean Square F Sig.

Between Groups
9.472 4 2.368 2.411 .050

Within Groups

247.524 252 .982 .061

Total
256.996 256

Interpretation:
The above diagram represents the different is that have filled survey. Here the
significance difference 0.61 which is more than 0.50 so its indicates that H0=rejected and
H1=Accepted
so there is the difference between all the variable of E-banking Services in Saurashtra
Gramin bank.
ANOVA

7. Occupation

Sum of Squares df Mean Square F Sig.

Between Groups 2.943 4 .736 .351 .008

.004
Within Groups 530.332 254 2.096

Total 533.275 258

Interpretation:

The above diagram represents the different is that have filled survey. Here the significance
difference 0.8 which is more than 0.4 so its indicates that H0=Accepted and H1=Rejected
so there is the difference between all the variable of E-banking Services in Saurashtra
Gramin bank.
Hypothesis:-

Gender H0:- There is no significant association between Use of H0=Accept

E-Banking services of Saurashtra Gramin Bank.
H1=reject
H1:- There is significant difference between Use of
(0.59 is less
E- Banking services of Saurashtra Gramin Bank.
than of 0.78

Age H0:- There is no significant association between group H0=Reject

of Age.
H1=Accept
H1:- There is significant difference between group of
(.51 is less than
Age.
.61)

Occupation H0:- There is no significant association H0=Reject

between
Occupation with include gender for use E-services H1=Accept
of (0.08 is less
SGB than 0.04)
H1:- There is significant difference between group
of Occupation with include gender for use E-
Satisfaction H0:- There is no significant association between group H0=Accept
of satisfaction level with include gender for use
H1=Reject
E- services of SGB.
H1:- There is significant difference between group
of Satisfaction level with include gender for use E-
services of SGB.

75
FINDINGS, SUGGESTIONS AND
CONCLUSION

76
Introduction

This chapter summarizes the findings emerged from analysis of the results pertaining to
various aspects of e-banking / Internet banking, few suggestions have been recommended
for the efficient functioning and effective management of the e-banking and internet
banking.
(1) Internet center in the study area is the place for using internet for around 50 per cent of
the respondents.
(2) Though majority of the bank customers perceive the ATM usage as important,
the importance of ATM usage is significantly related to location, education and occupation
of the bank customers based on the present study.
(3) The perceived importance of Tele-banking is independent of the location and income
but depends upon sex, age, education and occupation of the bank customers.
(4) The internet banking is important for bank customers and at the same time the
importance of internet banking is significantly related to their age, education, occupation and
income.
(6) There is significant difference in the extent of services as provided by both public and
private sector banks.
(7) The preference to manual banking is little more than that of e-banking and preference
towards manual banking and e-banking is largely associated with location, age, education
and occupation of the bank customers.
(8) There is significant relationship between adoption of e-banking and location, age,
education and income of the bank customers.
(9) The adoption of e-banking is significantly associated with the number of banking
transactions per month among bank customers.
77
Findings:-

 From this research we can found that majority of respondents in Male respondents
are very uses of E-banking services rather than female for Saurashtra Gramin bank
in Rajkot.
 From this research we can found is that many respondents are use this E-banking
services are more than 1 years or 1 years to 2 years.
 Through this research we can found that youth or between 18-28 years’ group of
people
are mostly using E-banking Services in this Bank.
 The extent of services like ATMs, EFT (Electronic Fund Transfer system),
ECS (Electronic cleaning services), ECC (Electronic Clearing cards), Telephone
banking, Mobile Banking, Smart cards, Internet Banking, and Anywhere Banking has
been “good” by the banks.
 From this research we can found the Services of Materiality in mostly respondents
are choose options is strongly Disagree and Disagree Because Bank is less
services provided related rules and regulations.
 From this research we can found the Services of Competence in mostly respondents
are choose the options is strongly Agree, Agree and Neutral Because Bank is
goods services provided related rules and regulations.
 From this research we can found the Services of Assistance in mostly respondents
are choose the options is strongly Agree, Neutral and Disagree with Bank is less E-
banking services provided related rules and regulations.
 From this research we can found the Services of Securities in mostly respondents are
choose the options is strongly Disagree and Disagree with less security through E-
banking service from this Bank to provided related rules and regulations.
 From this research we can found the Services of Connectivity in mostly
respondents are choose the options is strongly Agree, Neutral and Agree of E-
banking service from this Bank to good connection provided related rules and
regulations.
 Through this survey we found that majority of consumers/ Respondents are highly
Both gender satisfied with bank facilities and E-banking service and quality.
 Through this survey we found that majority of consumers/ Respondents are mostly
category of both like 71.48% are trusted of this E-banking services from the
Saurashtra
Gramin Bank.
78
Suggestions:-

The following suggestions are recommended for enhancing e-banking /

internet banking services of Saurashtra Gramin banks to the customers,

1) Banks should take necessary steps to create awareness among rural people about
the advantages of e-banking / internet banking services available in the banks.

2) We can suggest for a making of any advantage for female so female are create an account
because female is less use of this services.

2) The e-banking / internet banking system should be enhanced to make the online enquiry
and online payment much easier to the customers.

3) Public sector banks should improve their e-banking / internet banking services to compete
with their private sector counterparts.

4) Most of the customers have not availed of the e-banking / internet banking services
because they do not trust the internet channel presuming it as complicated. So banks may set
up a team of personnel to train the customers to get acquainted with internet channel.

5) The bank customers have perceived the risk of getting wrong information from e-banking
/ internet banking services. These illusions should be removed from the minds of the
customers by bank people as these factors are the barriers for most of the customers for not
adopting these services.

6) Though e-banking / internet banking is convenient and easy to use, customers are afraid
of adopting these services because they think that using these “services are difficult and
complicated”. So, on-site training can be provided to the bank customers who intend to use
e-
banking / internet banking
services.
79
Conclusion:-

 Based on this study, the opinion of the sample respondents among the bank customers
the various aspects of e-banking / internet banking services provided by public and
private sector banks are evaluated using appropriate statistical techniques such as
Cross tabulation analysis with Kruskal-Wallis test, t-test in addition to descriptive
statistics like mean and standard deviation.

 It is concluded from the results of the study that the usage of ATM, Mobile Banking,
Telebanking and Internet banking are perceived as important and the use of these
services is associated with socio-economic and demographic characteristics of
the respondents.

 Though, most of the customers prefer manual banking over e banking, the customers
tend to use e-banking / internet banking and adoption of e-banking and internet
banking services among the bank customers is significantly influenced by the number
of times visiting the banks as well as the number of banking transactions per month.

 Most of the services through e-banking / internet banking performed by both public
and private banks are beyond the expectation of the customers. Similarly, the
various services provided by both public and private sector banks are more than
adequate for customers.

 It is concluded finally that there is significant difference between public and

private sector banks in respect of both services provided and services performed via e-
banking
/ internet banking.
80
Bibliography

81
Websites:-

 https://sgbrrb.org
 https://www.ibef.org
 https://www.quora.com

82
Questionnaire

83
QUESTIONNAIRE

Dear valued respondent,

We are Student of Sal Institute of Management and conducting a research of “A study on
Customers Satisfaction of E-banking services towards Saurashtra Gramin Bank” We
are very pleased to have you as my respondent & really appreciate your contribution to this
academic exercise. Your inputs will provide the most valuable information in disseminating
finding for our research project. The information given will be treated as private &
confidential
& will only be used for the purpose of this research
only.
1] Do you use E-banking services of Saurashtra Gramin bank?
Yes No

2] Since how long you use E-banking services?

Less than 6 months 6 to 12 months
1 years to 2 years More than 2 years

Name:-

1] Gender:

Male Female

2] Age:

18-28 Years 40-50 years

29-39 Years Above-50 Years

3] Education:
Up to 12th Non-Graduation Graduation
Post-Graduation Professionals

4] Marital Status:
Married Un-Married

5] Occupation:
Government Employee Private Employee
Family Business Entrepreneur
Student House Wife

84
6] Income:
Up to 20000 20001-40000 More than 100000
40001-70000 70001-100000

Banking Information

7] Which of the following E-banking services do you used within this Bank?
Services Name
I. ATMs II. EFT (Electronic Funds Transfer)
System.
III. Telephone Banking IV. ECS (Electronic Clearing Services)
V. Electronic Clearing VI. Mobile Banking.
Cards.
VII. Smart Cards. III. Internet Banking.

8] Since how long do you bank with your current banker?

Less than 1 year 1 year to 2 years More than 2 years

9] How did you come to know about E-banking Services of this bank?
Friends News Advertising
Bank Business Associates Others. Pls Specify

10] What kind of transactions do you do through E-Banking Services? (Tick All
Applicable option)

1 Balance Inquiry
2 Generating Account Statement
3 Utility Bill (Electric / telephone / gas bills etc.)
4 Mobile/ DTH recharge other
5 Funds Transfer to other Accounts
6 Cash Withdrawal(Through ATM)
7 Cash deposit (Through ATM)
8 Online Shopping
9 Online Tax / Fee payments
10 Changes in Any Information related to account (Add, contact details, PAN/ Aadhar
No. etc.)
Service Quality of E-banking
11] Materiality:
(SD- Strongly Disagree, D- Disagree, N-Neutral, A- Agree, SA- Strongly Agree)
No Particular SD D N A SA
1 Information available on E-banking are easy to understand
2 Information available on E-baking are relevant
3 Information on E-banking are Update on real time
4 All necessary banking services are available on E-banking platform
5 Charges for the services offered on E-banking are reasonable

12] Competence:
(SD- Strongly Disagree, D- Disagree, N-Neutral, A- Agree, SA- Strongly Agree)
No Particular SD D N A SA
6 Account gets logged in fast
7 OTP received immediately
8 Transaction is being processed quickly
9 Account information provided by accurate
10 Transaction process is error – free

13] Assistance:
(SD- Strongly Disagree, D- Disagree, N-Neutral, A- Agree, SA- Strongly Agree)
No Particular SD D N A SA
11 Password re-generate / changed on-line
12 In case of debit/credit getting damaged, new card is being issued
within reasonable time
13 In case of non-receipt of OTP through SMS, OTP is conveyed by
phone call
14 In case of error in processing transaction, proper supports is being
provided by the bank
15 Security question can be changed
16 Online support for executing transaction is available

14] Security:
(SD- Strongly Disagree, D- Disagree, N-Neutral, A- Agree, SA- Strongly Agree)
No Particular SD D N A SA
17 Transactions and data secure / safe
18 It is secure with Pin/OTP/Security question etc.
19 Customers personal information are used only for authorized purpose
20 In case of unusual transaction bank contact me immediately
15] Connectivity:
(SD- Strongly Disagree, D- Disagree, N-Neutral, A- Agree, SA- Strongly Agree)
Particular SD D N A SA
No
21 Internet connectivity is always available
22 Account/service can be accessed through digital banking channel with
low internet connectivity
23 Site/application work continuously while processing transaction
24 Connectivity is constant during transaction

16] Please rate of overall satisfaction for services provide on E-banking platform?
High Low

17] Do you trust the securities of E- banking services?

Yes No

18] What are you for the main disadvantages of E-banking?

1. Overall Difficult of using online services
2. Lack of assistance
3. Securities concerns
4. Limited services
5. Dependence of the internet services
6. No disadvantages