Project Objectives:

Find the customer satisfaction relating to E-banking service.

To study the awareness of internet banking among the customers of ING
VYSYA bank.
Benefits of study:
Awareness among customers for internet banking.
It gives direction to research tools, research types and techniques.
Availability should be increased by using various services Strategy.

Introduction of Banking system in INDIA

Banking system of a nation is the shadow of nations economy. A healthy and
profitable banking system is just like the backbone of nations economy. It is
necessary for a nation to achieve growth and remain stable in this global world and
global economy. The Indian banking system, with one of the largest banking
networks in the world, has witnessed a series of reforms over the past few years
like use of E-Banking and the increased participation of private sector banks.

History of INDIAN BANKING SYSTEM

Banking in India originated in the last decades of the 18th century. The first banks
were The General Bank of India, which started in 1786, and the Bank of
Hindustan, both of which are now defunct The oldest bank in existence in India is
the State Bank of India, a government-owned bank that traces its origins back to
June 1806 and that is the largest commercial bank in the country. Allahabad Bank,
established in 1865 and still functioning today, is the oldest Joint Stock bank in
India.
Central banking is the responsibility of the Reserve Bank of India, which in 1935
formally took over these responsibilities from the then Imperial Bank of India,
relegating it to commercial banking functions. After India's independence in 1947,
the Reserve Bank was nationalized and given broader powers.
In 1948, the Reserve Bank of India, India's central banking authority, was
nationalized, and it became an institution owned by the Government of India.

 In 1949, the Banking Regulation Act was enacted which empowered the
Reserve Bank of India (RBI) "to regulate, control, and inspect the banks in
India."
The Banking Regulation Act also provided that no new bank or branch of an
existing bank could be opened without a license from the RBI, and no two
banks could have common directors

Introduction: E-Banking
Electronic banking, also known as electronic funds transfer (EFT), is
simply the use of electronic means to transfer funds directly from one account to
another, rather than by cheque or cash. You can use electronic funds transfer to:
Withdraw money from your checking account from an ATM machine with a
personal identification number (PIN), at your convenience, day or night.
Instruct your bank or credit union to automatically pay certain monthly bills from
your account, such as your auto loan or your mortgage payment.
Have the bank or credit union transfer funds each month from your checking
account to your mutual fund account.
Buy groceries, gasoline and other purchases at the point-of-sale, using a check
card rather than cash, credit or a personal check.
Use a smart card with a prepaid amount of money embedded in it for use instead
of cash at a pay phone, expressway road toll, or on college campuses at the
library's photocopy machine or bookstores.
Use your computer and personal finance software to coordinate your total
personal financial management process, integrating data and activities related to
your income, spending, saving, investing, recordkeeping, bill-paying and taxes,
along with basic financial analysis and decision making.

VARIOUS FORMS OF E-BANKING:

A. INTERNET BANKING:
Internet Banking lets you handle many banking transactions via your personal
computer. For instance, you may use your computer to view your account balance,
request transfers between accounts, and pay bills electronically.

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

a network service provider directly to a host computer system of a bank such that
customer service requests can be processed automatically without need for
intervention by customer service representatives. The system is capable of
distinguishing between those customer service requests which are capable of
automated fulfillment and those requests which require handling by a customer
service representative. The system is integrated with the host computer system of
the bank so that the remote banking customer can access other automated services
of the bank. The method of the invention includes the steps of inputting a customer
banking request from among a menu of banking requests at a remote personnel
computer; transmitting the banking requests to a host computer over a network;
receiving the request at the host computer; identifying the type of customer
banking request received; automatic logging of the service request, comparing the
received request to a stored table of request types, each of the request types having
an attribute to indicate whether the request type is capable of being fulfilled by a
customer service representative or by an automated system; and, depending upon
the attribute, directing the request either to a queue for handling by a customer
service representative or to a queue for processing by an automated system.
B. AUTOMATED TELLER MACHINES (ATM):
An automated teller machine or automatic teller machine (ATM) is an electronic
computerized telecommunications device that allows a financial institution's
customers to directly use a secure method of communication to access their bank
accounts, order or make cash withdrawals and check their account balances
without the need for a human bank teller. Many ATMs also allow people to deposit
cash or cheques, transfer money between their bank accounts, top up their mobile
phones' pre-paid accounts or even buy postage stamps.
On most modern ATMs, the customer identifies him or herself by inserting a
plastic card with a magnetic stripe or a plastic smartcard with a chip, which
contains his or her account number. The customer then verifies their identity by
entering a pass code, often referred to as a PIN (Personal Identification Number) of
four or more digits. Upon successful entry of the PIN, the customer may perform a
transaction.
The Indian market today has approximately more than 17,000 ATMs.

C. CREDIT CARDS/ DEBIT CARDS:

The Credit Card holder is empowered to spend wherever and whenever he wants
with his Credit Card within the limits fixed by his bank. Credit Card is a post paid
card. Debit Card, on the other hand, is a prepaid card with some stored value.
Every time a person uses this card, the Internet Banking house gets money
transferred to its account from the bank of the buyer. The buyers account is debited
with the exact amount of purchases. An individual has to open an account with the
issuing bank which gives debit card with a Personal Identification Number (PIN).
When he makes a purchase, he enters his PIN on shops PIN pad. When the card is
slurped through the electronic terminal, it dials the acquiring bank system - either
Master Card or VISA that validates the PIN and finds out from the issuing bank
whether to accept or decline the transactions. The customer can never overspend
because the system rejects any transaction which exceeds the balance in his
account.
D. TELE BANKING:
Undertaking a host of banking related services including financial transactions
from the convenience of customers chosen place anywhere across the GLOBE and
any time of date and night has now been made possible by introducing on-line
Telebanking services. By dialing the given Telebanking number through a landline
or a mobile from anywhere, the customer can access his account and by following
the user-friendly menu, entire banking can be done through Interactive Voice
Response (IVR) system. With sufficient numbers of hunting lines made available,
customer call will hardly fail. The system is bi-lingual and has following facilities
offered

Balance inquiry and transaction inquiry in all

Inquiry of all term deposit account

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

Cheque book request

Stop payment which is on-line and instantaneous

Transfer of funds with CBS which is automatic and instantaneous

Utility Bill Payments

Renewal of term deposit which is automatic and instantaneous

E. SMART CARD:

Banks are adding chips to their current magnetic stripe cards to enhance security
and offer new service, called Smart Cards. Smart Cards allow thousands of times
of information storable on magnetic stripe cards. In addition, these cards are highly
secure, more reliable and perform multiple functions. They hold a large amount of
personal information, from medical and health history to personal banking and
personal preferences
F. E-CHEQUE:

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

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

An E-cheque work the same way a cheque does, the cheque writer "writes"
the e-Cheque using one of many types of electronic devices and "gives" the eCheque to the payee electronically. The payee "deposits" the Electronic Cheque
receives credit, and the payee's bank "clears" the e-Cheque to the paying bank. The
paying bank validates the e-Cheque and then "charges" the check writer's account
for the check
G. MOBILE BANKING :
Mobile banking is a term used for performing balance checks, account
transactions, payments, credit applications and other banking transactions through
a mobile device such as a mobile or Personal Digital Assistant . The earliest mobile
banking services were offered over SMS. With the introduction of the first
primitive smart phones with WAP support enabling the use of the mobile web in
1999, the first European banks started to offer mobile banking on this platform to
their customers.

We can avail the following services through E-Banking:

Bill payment service
You can facilitate payment of electricity and telephone bills, mobile phone, credit
card and insurance premium bills as each bank has tie-ups with various utility
companies, service providers and insurance companies, across the country. To pay
your bills, all you need to do is complete a simple one-time registration for each
biller. You can also set up standing instructions online to pay your recurring bills,
automatically. Generally, the bank does not charge customers for online bill
payment.

Fund
transfer
You can transfer any amount from one account to another of the same or any
another bank. Customers can send money anywhere in India. Once you login to
your account, you need to mention the payees's account number, his bank and the
branch. The transfer will take place in a day or so, whereas in a traditional method,
it takes about three working days
Credit card customers
With Internet banking, customers can not only pay their credit card bills online
but also get a loan on their cards. If you lose your credit card, you can report lost
card online.
Investing through Internet Banking
Now investors with interlinked demat account and bank account can easily trade
in the stock market and the amount will be automatically debited from their
respective bank accounts and the shares will be credited in their demat account.
Moreover, some banks even give you the facility to purchase mutual funds directly
from the online banking system.
Recharging your prepaid phone
Now just top-up your prepaid mobile cards by logging in to Internet banking. By
just selecting your operator's name, entering your mobile number and the amount
for recharge, your phone is again back in action within few minutes.
Shopping
With a range of all kind of products, you can shop online and the payment is also
made conveniently through your account. You can also buy railway and air tickets
through Internet banking.

Advantage Of Internet Banking

As per the Internet and Mobile Association of India's report on online banking
2006, "There are many advantages of online banking. It is convenient, it isn't
bound by operational timings, there are no geographical barriers and the services
can be offered at a very low cost."
Through Internet banking, you can check your transactions at any time of the day,
and as many times as you want to. Where in a traditional method, you get quarterly
statements from the bank. If the fund transfer has to be made outstation, where the

bank does not have a branch, the bank would demand outstation charges. Whereas
with the help of online banking, it will be absolutely free for you.

Security Precautions
Customers should never share personal information like PIN numbers, passwords
etc with anyone, including employees of the bank. It is important that documents
that contain confidential information are safeguarded. PIN or password mailers
should not be stored, the PIN and/or passwords should be changed immediately
and memorised before destroying the mailers.
Customers are advised not to provide sensitive account-related information over
unsecured e-mails or over the phone. Take simple precautions like changing the
ATM PIN and online login and transaction passwords on a regular basis. Also
ensure that the logged in session is properly signed out.

Plastic Cards as Media for Payment:There are four types of plastic cards being used as media for making
payments. These are:
1. Credit Card
2. Debit Card
3. Smart Card
4. ATM Card
1. Credit Cards: The Credit Card is a post paid card. The credit card enables the cardholders to:
Purchase any item like clothes, jewellery, railway/air tickets, etc. Pay bills for
dining in a restaurant or boarding and lodging in hotel etc.
2. Debit Cards: A Debit Card, on the other hand, is a prepaid card with some stored value. Every
time a person uses this card, the Internet Banking house gets money transferred to
its account from the bank of the buyer. The buyers account is debited with the
exact amount of purchases.
3. Smart Cards: Smart Cards have a built-in microcomputer chip, which can be used for storing and
processing information. For example, a person can have a smart card from a bank
with the specified amount stored electronically on it. The specified amount is
utilized by the customer, he can approach the bank to get his card validated for a

further specified amount. Such cards are used for paying small amounts like
telephone calls, petrol bills
etc.
4. ATM Cards: The card contains a PIN (Personal Identification Number) which is selected by the
customer or conveyed to the customer and enables him to withdraw cash up to the
transaction limit for the day. He can also deposit cash or cheque.

Role of customer when using e-banking

You can access Internet Banking only by using your User ID and Password.
During the first login attempt, it is mandatory to change both passwords login and transaction which would have been mailed to you by the bank.
If you forget your password, you will have written to us using the "Email
Us" option. The Bank will then issue a new password and send it to your
mailing address as per our records. Kindly check with your branch that this
address is updated...

Research Methodology
The data collected from questionnaire will be tabulated and analyzed so that it can
easily understand to the user.
There are a number of ways to be used to present the result of findings are:o Pie-chart
o Graphs
SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take
sample from the universe to know about its characteristics.

Sampling Units: Different Account Holder from the bank.

Sample Technique: Random Sampling.
Research Instrument: Structured Questionnaire.
Contact Method: Personal Interview.

SAMPLE SIZE:
My sample size for this project was 20 respondents. Since it was not
possible to cover the whole universe in the available time period, it was
necessary for me to take a sample size of 20 respondents.
DATA COLLECTION INSTRUMENT DEVELOPMENT:
The mode of collection of data will be based on Primary as well as Secondary data.
Primary data:
Primary data collection will base on personal interview of customers and people
linked with ING VYSYA BANK. I have prepared the questionnaire according to
the necessity of the data to be collected.
Secondary data:
Collection of information from ING VYSYA website and different various
websites related to E-BANKING.

Limitation of Study
Banks are not giving me all information about E-banking services.
ING Vysya Bank have a very few branches in Northern India
Customer are not aware about the ING Vysya Bank
ING Vysya Bank have very few ATM .
Research is only done in Agra city.

Findings
1. In the users ratio of internet banking 65% of customers are using this
service.
2. In these services the SBI bank is top in service of E-banking.
3. The services that are mostly used by maximum customers are transactions,
online trading, bill payment, shopping etc.

4. The mode of transaction that a customer used more oftenly is through cash,
cheque & e-banking respectively.
5. Different banks charge different rates for online service.

Suggestions
1. Demonstration of E-Banking should be provided to the existing customers to
promote E-Banking.
2. Encourage customers that E-banking is totally safe if you take necessary
precautions like protect your password from others.
3. Provide discounts on shopping through E-Banking.

Conclusion
The basic objective of my research was to analyze the awareness among
customers for internet banking in INDIA. It gives direction to research
tools, research types and techniques. Although the findings reveal that
people know about the services but still many people are unaware and
many of them are non users so the bank should by promotion try to
aware the customers about the benefits of E-Banking. Banks should look
forward to have some tie ups with other financial institutions to
increase the service base.

Bibliography
Collection of information for the research is taken from the ING VYSYA Bank
website (www.ingvysyabank.com)
and other websites like :
www.google.com
www.economictimes.com
www.wikipedia.com
www.worldjute.com