E-banking as a

technological change in
Canara bank
Summer Training Report
IN PARTIAL FULFILLMENT OF THE REQUIREMENTS
FOR THE AWARD OF THE DEGREE OF

MASTER OF BUSINESS
ADMINISTRATION

Submitted by:
Amit Manish Khalkho
Admission no. 2011MB0010
Under the Guidance of

MR. P.R.DEV

(Senior Manager, Mrktg. dept., Canara Bank, CO,

RANCHI)

Department of
Management Studies
Indian School of Mines,
Dhanbad-826004

ACKNOWLEDGEMENT
My first experience of project has been successfully, thanks to the support
of friends & colleagues with gratitude. I wish to acknowledge all of them.
However, I wish to make special mention of the following.

First of all I am thankful to my project guide Mr. C.TIROO Dhurwa, Ranchi

Branch manager under whose guideline I was able to complete my
project. I am wholeheartedly thankful to him for giving me his value able
time & attention for providing me a systematic way for completing my
project in time.

I must make special mention of Dr. NILADRI DAS, my project in charge for
his co-operation & assistance in solving a technical problem. I would like
thank to my H.O.D. Dr. J. K. PATTANAYAK for proving me assistance in
solving various problem encountered during course of my project.

Amit Manish Khalkho

2011MB0010
Department of Management Studies
Indian School of Mines
Dhanbad.

CONTENT
Chapter 1:- INTRODUCTION

. 4

Chapter 2:- ABOUT ORGANIZATION . 6

2.1 Introductions ...7
2.2 E- Products .10
2.3 Internet Banking .11
2.4 ATM ...13
2.5 Payment Card .........15
2.6 Mobile Banking.16
2.7 Phone Banking..17
Chapter 3:- BACKGROUND OF THE PROJECT 18
3.1 Objective ..19
3.2 Research Methodology .19
3.3 Source of Data ..19
3.4 Sample Design .19
Chapter 4:- CASE- ANALYSIS 20
4.1 Literature Review and Previous Findings ...21
Chapter 5:- RESEARCH FINDINGS ....43
5.1 Conclusion 38
5.2 Limitations of Research ...39
Other Works in Canara bank..40
Bibliography..
41
Questionnaire..42

Chapter 1:INTRODUCTION

INTRODUCTION
Online banking (or Internet banking or E-banking) allows customers of
a financial institution to conduct financial transactions on a secure website
operated by the institution, which can be retail or virtual bank, credit
union or building society. It may include of any transactions related to
online usage
To access a financial institution's online banking facility, a customer
having personal Internet access must register with the institution for the
service, and set up some password (under various names) for customer
verification. The password for online banking is normally not the same as
for telephone banking. Financial institutions now routinely allocate
customer numbers (also under various names), whether or not customers
intend to access their online banking facility. Customer numbers are
normally not the same as account numbers, because a number of
accounts can be linked to the one customer number. The customer will
link to the customer number any of those accounts which the customer
controls, which may be cheque, savings, loan, credit card and other
accounts.
To access online banking, the customer would go to the financial
institution's website, and enter the online banking facility using the
customer number and password. Some financial institutions have set up
additional security steps for access, but there is no consistency to the
approach adopted.

Chapter 2:ABOUT
ORGANIZATION

2.1 Introduction
Founded as Canara Bank Hindu Permanent Fund' in 1906, by late Sri.
Ammembal Subba Rao Pai, a philanthropist, this small seed
blossomed into a limited company as 'Canara Bank Ltd.' in 1910 and

became Canara Bank in 1969 after nationalization.

Sri Ammembal Subba Rao Pai
A good bank is not only the financial heart of the community, but
also one with an obligation
of helping in every possible manner to improve the economic
conditions of the common people - A. Subba Rao Pai
Founding Principles:

To remove Superstition and ignorance.

To spread education among all to sub-serve the first
principle.
To inculcate the habit of thrift and savings.
To transform the financial institution not only as the
financial heart of the community but the social heart
as well.
To assist the needy.
To work with sense of service and dedication.
To develop a concern for fellow human being and
sensitivity to the surroundings with a view to make
changes/remove hardships and suferings.

Sound founding principles, enlightened leadership, unique

work culture and remarkable adaptability to changing banking
environment have enabled Canara Bank to be a frontline banking
institution of global standards.
Significant Milestones
Year

Events

1st July 1906

Canara Hindu Permanent Fund Ltd. formally

7

registered with a capital of 2000 shares of Rs.50/each, with 4 employees.

1910
Canara Hindu Permanent Fund renamed as Canara
Bank Limited
1969
14 major banks in the country, including Canara Bank,
nationalized on July 19
1976
1000th branch inaugurated
1983
Overseas branch at London inaugurated Cancard (the
Banks credit card)
Launched
1984
Limited

Merger with the Laksmi Commercial Bank

1985
Commissioning of Indo Hong Kong
International Finance Limited
1987
launched
1989
1989-90
launched

Canbank Mutual Fund & Canfin Homes

Canbank Venture Capital Fund started
Canbank Factors Limited, the factoring subsidiary

1992-93
Became the first Bank to articulate and adopt the
directive principles of Good
Banking.
1995-96 Became the first Bank to be conferred with ISO 9002
certification for one of its
branches in Bangalore
2001-02 Opened a 'Mahila Banking Branch', first of its kind at
Bangalore, for catering
exclusively to the financial requirements of
women clientele.
2002-03

Maiden IPO of the Bank

2003-04

Launched Internet & Mobile Banking Services

2004-05

100% Branch computerization

2005-06 Entered 100th Year in Banking Service. It Launched Core

Banking Solution in select
8

branches.
Number One Position in Aggregate Business
among Nationalized Banks
2006-07 Retained Number One Position in Aggregate Business
among Nationalized
Banks.
Signed MoUs for Commissioning Two JVs in
Insurance and Asset
Management with
international majors viz., HSBC (Asia Pacific)
Holding and Robeco Groep N.V
respectively
2007-08

Launching of New Brand Identity

Incorporation of Insurance and Asset Management

JVs
Launching of 'Online Trading' portal
Launching of a Call Centre
Switchover to Basel II New Capital Adequacy
Framework
2008-09 The Bank crossed the coveted Rs. 3 lakh crore in
aggregate business
The Banks 3rd foreign branch at Shanghai
commissioned
2009-10 The Banks aggregate business crossed Rs.4 lakh crore
mark.
Net profit of the Bank crossed Rs.3000 crore.
The Banks branch network crossed the 3000
mark.
As at March 2011, the total business of the Bank stood at
Rs.5,00,000 crore.

2.2 E- Products
Electronic banking, also known electronic fund transfer (EFT), uses
computer and electronic technology as a substitute for checks and other
paper transactions. EFTs are initiated through devices like cards or codes
that let you, or those you authorize, access your account. Many financial
institutions use ATM or debit cards and Personal Identification Numbers
(PINs) for this purpose. Some use other forms of debit cards and personal
Identification Numbers (PINs) for this purpose. Some use other forms
of debit cards such as those that require, at the most, your signature or a
scan. The federal Electronic Fund Transfer Act (EFT Act) covers some
electronic consumer transactions. Following are the electronic medium or
products by which services are generally provided by the banks as a part
of e-banking services.
1) Internet Banking
2) ATM (Automatic Teller Machine)
3 Payment Cards (Debits/Credit Card)
4) Mobile Banking
5) Phone Banking
All the above mediums provide services, which can be, also known as
any time anywhere banking. This facilitates the customer of the bank to
operate their account from any corner of the world, without visiting local
or any subsidiary branch of their banks. Eforts are made by the bank not
only to provide the facility to the customer, but also to reduce the
operational cost of the bank by providing e-banking services. So with this,
banks have to employ less staf and still would be able to deliver service
to the customer, round the corner.

10

2.3 Internet Banking

Net banking is a web-based service that enables the banks authorized
customers to access their account information. It allows the customers to
log on to the banks website with the help of banks issued identification
and personal identification number (PIN). The banking system verifies the
user and provides access to the requested services, the range of products
and service ofered by each bank on the internet difers widely in there
content. Most banks ofer net banking as a value-added service. Net
banking has also led to the emergent of new banks, which operate only
through the internet and do not exists physically, Such banks are called
virtual banks or Internet Only banks. A couple of years ago, there was
a belief even among bankers that customers opening new accounts
wanted the online banking facility, just to feel good and very few of them
actually used that services. Today, bankers believe that the trend from
nice to have is changing to need to have .after all it depends on how
busy a person is. Services provided through Internet Banking:1) Account information,2)E-cheques (Online Fund Transfer),3) Bill Payment
Service, 4) Requests And Intimations, 5) Demat Account share trading.
1. Account information
Provides summary of all bank accounts Allow transaction tracking which
enables retrieval of transaction details based on cheque number,
transaction amount, and date.Provide account statement and transaction
reports used on user-defined criteria. Customers can even download and
print the statement of accounts.
2 .E-Cheques ( Online Fund Transfer)
Customer can transfer funds: Transfer funds between accounts, even if
they are in diferent branches cities Customer can also transfer funds to
any person having an account with the same bank anytime, anywhere,
using third party funds transfer option.
3. Bill Payment Service
Banks Bill Payment is the easiest way to manage bills. A/c holder can pay
their regular monthly bills i.e. telephone, electricity, mobile phone,
insurance etc. at anytime, anywhere for free. Saves time and efort. Make
bill payments at customers convenience form their home or office. Lets
a/c holders check their hill amount before it is debited form their account.
No debits to account without their knowledge. No more missed deadlines,
no more loss of interest a/c holder can schedule their bills in advance,
avoid missing the bill deadlines as well as earn extra interest on their
11

money. Track payment history all payments to a biller are stored

automatically for future reference. No queuing up at collection centers or
writing cheque any more! Just a few clicks and customers account will be
debited for the exact amount they ask.

4. Requests And Intimations

Can electronically submit a request for: Cheque -book Stop payment
instructions Opening a fixed deposit Opening a recurring deposit Intimate
for the loss of ATM card Register online for phone and mobile banking
Cheque status Online application for debit card Issue a DD or a Bankers
cheque form account at special rates. Just select the account to be
debited form and give details of the amount, location and beneficiary. The
demand draft will be couriered to a/c holder at their mailing address.
Customers can get their applications for issuance of Letters of Credit and
Bank Guarantees processed online Book your Railways Ticket Online

5. Demat Account and Share Trading Demat Account

Demat is commonly used abbreviation of Dematerialisation, which is a
process whereby securities like share, debentures are converted from the
material (paper documents)unto electronic data and stored in the
computer of an electronic Depository. A depository is a security banks,
where dematerialized physical securities are held in custody, and form
where they can be traded. This facilitates faster, risk-free and low cost
settlement.
6. Share Trading
In share trading a customer can buy and sell securities online without
stepping into a brokers office. Once the share are dematerialized then the
trading can be done from home or office. As demat a/c are directly linked
to the customers bank a/c, so there is no need to write cheque for the
payments or to fill up the slips to deposit the cheque. Amount for the
purchase and sale of securities is automatically debited or credited to
their bank a/c. it also brings the same convenience while investing in
Mutual funds also Hassle free and Paperless.

12

2.4 ATMs
Automated Teller Machines or 24-hour Tellers are electronic terminals that
let you bank almost anytime. To withdraw cash, make deposits, or transfer
funds between accounts, you generally insert an ATM card and enter your
PIN. Some financial institution and ATM owners charge a fee, particularly
to consumers who dont have accounts with the more on transactions at
remote locations. Generally, ATMs must tell you they charge a fee and its
amount on or at the terminal screen before you complete the transaction.
Check the rules of our institution and ATMs you use to find out when or
whether a fee is charged .It wont be just if I start explaining what an ATM
is. ATMs and cash dispensers are by far the largest investment ever made
in electronic self-service by financial institutions. Over US$ 40 billion has
been invested in simply buying these machines and many times that in
running them. There are now over 1.1 million machines operating in over
140countries worldwide. The banks are losing the cashiers checks, check
cashing and even cash dispensing to the c-stores and grocery stores. They
are asleep at the switch and watching more transactions walk away to
convenience stores and supermarkets that provide 24 hour access and
integrated transactions. ATMs do provide a larger set of functions, such as
check cashing, ticket sales or money orders. We already know that cash
dispensing as a dedicated function is a sustainable applications, the
question is whether that application can be incorporated successfully into
a more complex consumer product that ofers multiple applications. It is
worth noting that, due to market saturation, overall ATM usage is
increasing while transaction volume on a per-ATM basis is now in decline.

1.Cash withdrawal
Withdraw up to Rs.25,000/- per day from your account. Fast cash options
provides the facility of withdrawing prefixed amounts. Ultra Fast Cash
options allows you to withdraw Rs.5000/- in one shot.
2.Balance Enquiry
Know your ledger balance and available balance
3.Mini Statement
Get a printout of your last 8 transactions and your current balance.
4.Deposit Cash / Cheques
Available at all full function ATMs. Customers can deposit both cash and
cheques. / Cash deposited in ATMs will be credited to the account on the
13

same day (provided cash is deposited before the clearing) and cheques
are sent for clearing on the next working day.
5.Funds Transfer
Transfer funds from one account to another linked account in the
same branch.
6.PIN Changes
Change the Personal Identification Number (PIN) of ATM or Debit card.
7.Payments
The latest feature of our ATMs, this functionality can be used for payment
of bills, making donations to temples / trusts, buying internet packs,
airtime recharges for prepaid mobile phones and much more.
ATM Advantages
24-hour access to cash
Fast cash
Balance inquiry
Mini-statement request
Cheque book request
Funds transfer
PIN change
Bill Pay
Anytime cash deposits

14

2.5 Payment Card

A payment card is a card that can be used by a cardholder and accepted
by a merchant to make a payment for a purchase or in payment of some
other obligation.
There several types of payment cards in the marketplace which have
several features in common. Payment cards are embossed plastic cards
the size of which comply with a standard and have an embossed bank
card number conforming with the numbering standard.
Types of payment cards
1.Credit card
A credit card is part of a system of payments named after the small plastic card
issued to users of the system. It is a card entitling its holder to buy goods and
services based on the holder's promise to pay for these goods and services.The
issuer of the card grants a line of credit to the consumer or the user from which
the user can borrow money for payment to a merchant or as a cash advance to
the user.

2.Debit Card
A debit card is a plastic card that provides an alternative payment method
to cash when making purchases. Functionally, it can be called an electronic
cheque, as the funds are withdrawn directly from either the bank account, or
from the remaining balance on the card. In some cases, the cards are designed
exclusively for use on the Internet, and so there is no physical card.
The use of debit cards has become widespread in many countries and has
overtaken the cheque, and in some instances cash transactions by volume.
Like credit cards, debit cards are used widely for telephone and Internet
purchases, and unlike credit cards the funds are transferred from the bearer's
bank account instead of having the bearer to pay back on a later date.
Debit cards can also allow for instant withdrawal of cash, acting as the ATM card,
and as a cheque guarantee card. Merchants can also ofer "cashback"/"cashout"
facilities to customers, where a customer can withdraw cash along with their
purchase.

3.Fleet card
A fleet card is used as a payment card most commonly for gasoline, diesel and other fuels at gas
stations. Fleet cards can also be used to pay for vehicle maintenance and expenses at the discretion
of the fleet owner or manager. The use of a fleet card also eliminates the need for cash carrying, thus

15

increasing the level of security felt by fleet drivers. The elimination of cash also makes it easier to
prevent fraudulent transactions from occurring at a fleet owner or managers expense.
Fleet cards are unique due to the convenient and comprehensive reporting that accompanies their
use. Fleet cards enable fleet owners/managers to receive real time reports and set purchase controls
with their cards helping them to stay informed of all business related expenses.

2.6 Mobile Banking

Mobile banking (also known as M-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
phone or Personal Digital Assistant (PDA). The earliest mobile banking
services were ofered over SMS, a service known as SMS banking. 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
ofer mobile banking on this platform to their customers.
Mobile banking has until recently (2010) most often been performed via
SMS or the Mobile Web. Apple's initial success with I-Phone and the rapid
growth of phones based on Google's Android (operating system) have led
to increasing use of special client programs, called apps, downloaded to
the mobile device.
Mobile banking services
1. Account information,
2. Payments, deposits, withdrawals, and transfers.

16

2.7 Phone Banking

Now your bank account is now just a phone call away. Through Phone
Banking you can:

Check your account balance.

Check the last 5 transactions in your account.

Enquire on the cheque status.

Have a mini statement faxed across to you.

Request for a cheque book / Account statement.

Enquire on your Fixed deposits / TDS.

Open a fixed deposit

Request for Demand Draft / Managers Cheques.

Transfer funds amongst your linked accounts

Do a stop cheque payments.

Report loss of your ATM /Debit Card.

Product information.

17

Chapter 3:BACKGROUND
OF THE PROJECT

18

3.1Objective

Penetration of the use of E-banking i.e. ( Internet Banking, Mobile

Banking, Payment cards, ATM, Phone Banking among canara bank
customers related to demographic factors.

3.2Research methodology
In the research part firstly I have used survey method by self filling up
questionnaire by the answers given by the customer when they visit bank
and secondly used observatory method about how many of the customer
use diferent techno product when they came to bank to activate there
techno product.
Then thirdly I have used column chart to show the variables for research
done on 50 customers.

3.3 Source of Data:

Primary data source: Questionnaire.

Secondary data source: Banks web site, internet, previous
research papers.

3.4 Sample Design:

Sample size: 50.

19

CHAPTER 4:CASEANALYSIS

20

4.1 Literature Review and Previous Findings

As survey conducted on 50 canara banks customer to find the
penetration of most commonly used technological product of canara bank
ranked from 1-100 scale and shown the diference in the column chart
.The survey was based on demographic basis core focused on1.Occupation,2.Income,3.Education,4.Age,5.Gender.

1. Internet Banking
Occupation

Occupation

H
ou
se
wi
fe

pl
oy
ed

Occupation

Se
lf
em

Se
ni
or

Ex
ec
ut
iv
e

50
40
30
20
10
0

The Occupation chart represent that internet banking is mostly used by

senior executives group of customers and decline in its uses by other
groups who are less professionals.
Income

21

Income
60
50
40
30
20
10
0
la
kh
>
1

12.
99

la
kh

44.
99

la
kh

55.
99

66.
99

la
kh
<

la
kh

Income

The income chart represent that internet banking is mostly used by high
income group of customers and decline in its uses by least earning groups
.
Education

Education

ot
he
rs

C/
H
SC
SS

nd
er
gr
ad
ua
te

G
ra
du
at
e

Education

Po
st

G
ra
du
at
e

60
50
40
30
20
10
0

The education chart represent that most educated customer mostly used
internet banking and decline in its uses by less educated groups .

Age

22

Age
60
50
40

Age

30
20
10
0
61+

46-60

36-45

26-35

18-25

The age chart represent that mostly the middle age group uses internet
banking and decline in its uses by senior citizen groups .

Gender

Gender
80
70
60
50
40
30
20
10
0

Gender

Male

Female

The gender chart represent that mostly the male dominant group uses the
internet banking and decline in its uses by female groups .

23

2. Mobile Banking
Occupation

Occupation

H
ou
se
wi
fe

pl
oy
ed

Occupation

Se
lf
em

Se
ni
or

Ex
ec
ut
iv
e

40
35
30
25
20
15
10
5
0

The Occupation chart represent that mobile banking is mostly used by

senior executives and businessman group of customers and decline in its
uses by other groups who are less professionals.

Income

Income
50
45
40
35
30
25
20
15
10
5
0
la
kh
>
1

12.
99

la
kh

44.
99

la
kh

55.
99

la
kh

66.
99

la
kh
<

Income

The income chart represent that mobile banking is mostly used by high
income group of customers and decline in its uses by least earning groups
.
24

Education

Education
50
45
40
35
30
25
20
15
10
5
0
ot
he
rs

C/
H
SC
SS

nd
er
gr
ad
ua
te

G
ra
du
at
e
U

Po
st

G
ra
du
at
e

Education

The education chart represent that most educated customer mostly used
mobile banking and decline in its uses by less educated groups.

Age

Age
50
45
40
35
30
25
20
15
10
5
0

Age

61+

46-60

36-45

26-35

18-25

The age chart represent that mostly the middle age group uses mobile
banking and decline in its uses by senior citizen groups.

25

26

Gender

Gender
70
60
Gender

50
40
30
20
10
0
Male

Female

The gender chart represent that mostly the male dominant group uses the
mobile banking and decline in its uses by female groups.

27

3. Payment card (Debit/Credit card)

Occupation

Occupation
30
25
20
15
10
5
0
H
ou
se
wi
fe

pl
oy
ed
Se
lf
em

Se
ni
or

Ex
ec
ut
iv
e

Occupation

The Occupation chart represent that payment card is mostly used by self
employed and business group of customers and decline in its uses by
other groups .

Income

Income
30
25
20
15

Income

10
5

la
kh
>
1

12.
99

la
kh

44.
99

la
kh

55.
99

la
kh

66.
99

la
kh
<

28

The income chart represent that payment cards are mostly used by
middle income group of customers and less decline in its uses by other
earning group .

Education

Education

ot
he
rs

C/
H
SC
SS

G
ra
du
at
e

nd
er
gr
ad
ua
te

Education

Po
st

G
ra
du
at
e

40
35
30
25
20
15
10
5
0

The education chart represents that highly educated customer mostly

used payment cards and decline in its uses by less educated groups.

Age

29

Age
40
35
30
Age

25
20
15
10
5
0
61+

46-60

36-45

26-35

18-25

The age chart represent that mostly the middle age group uses payment
card and decline in its uses by senior citizen groups.

Gender

Gender
50
40

Gender

30
20
10
0
Male

Female

The gender chart represent that there is equal distribution in the use of
ATM by both male and female.

30

4. Atm
Occupation

Occupation
30
25
20
15
10
5
0
H
ou
se
wi
fe

pl
oy
ed
Se
lf
em

Se
ni
or

Ex
ec
ut
iv
e

Occupation

The Occupation chart represent that ATM is mostly used by self employed
and business group of customers and decline in its uses by other groups.

Income

Income
30
25
20
15

Income

10
5
la
kh
>
1

12.
99

la
kh

44.
99

la
kh

55.
99

la
kh

66.
99

la
kh
<

The income chart represent that ATM are mostly used by average income
group of customers and decline in its uses by high earning groups.

31

Education

Education
30
25
20
15
10
5
0
ot
he
rs

C/
H
SC
SS

nd
er
gr
ad
ua
te

G
ra
du
at
e
U

Po
st

G
ra
du
at
e

Education

The education chart represent that high educated customer mostly used
ATM and decline in its uses by less educated groups.

Age

Age
30
25
20

Age

15
10
5
0
61+

46-60

36-45

26-35

18-25

The age chart represent that mostly the middle age group uses ATM and
decline in its uses by senior citizen groups.

32

Gender

Gender
60
50

Gender

40
30
20
10
0
Male

Female

The gender chart represent that there is slight diference in distribution in

the use of ATM by both male and female.

33

5. Phone Banking
Occupation

Occupation
30
25
20
15
10
5
0
H
ou
se
wi
fe

pl
oy
ed
Se
lf
em

Se
ni
or

Ex
ec
ut
iv
e

Occupation

The Occupation chart represent that phone banking is mostly used by self
employed and business group and senior executive of customers and
decline in its uses by other groups.

Income

Income
30
25
20
15

Income

10
5
la
kh
>
1

12.
99

la
kh

44.
99

la
kh

55.
99

la
kh

66.
99

la
kh
<

The income chart represent that phone banking are mostly used by high
income group of customers and decline in its uses by less earning groups.

34

Education

Education
40
35
30
25
20
15
10
5
0
ot
he
rs

C/
H
SC
SS

nd
er
gr
ad
ua
te

G
ra
du
at
e
U

Po
st

G
ra
du
at
e

Education

The education chart represent that high educated customer mostly used
phone banking and decline in its uses by less educated groups .

Age

Age
40
35
30
Age

25
20
15
10
5
0
61+

46-60

36-45

26-35

18-25

The age chart represent that mostly the middle age group uses phone
banking and decline in its uses by senior citizen groups .

35

36

Gender

Gender
70
60
Gender

50
40
30
20
10
0
Male

Female

The gender chart represent that there is high in the use of phone
banking by male than female .

37

CHAPTER 5:RESEARCH AND

FINDINGS

38

Comparision Of E-Product
25
20
15
Comparision Of EProduct

10
5

Ba
nk
in
g
Ph
on
e

en
tC
ar
d
Pa
ye
m

In
te
rn
et
Ba
nk
in
g

From the following case analysis the research and finding were that:1.The customer mostly use internet banking, payment card, ATM, and
lower by the use of mobile banking which is near to these above ones and
least used is the phone banking.(see above chart).
2. The techno products are used by the senior executives, high income,
highly educated and mostly by the middle aged people and it does not
have the accurate proposition of the gender that uses these products.
3. The reason that the customer uses these products are: Time Saving
User friendly
Confidentiality
Hassle free in processing
Security
Cheaper
4.The customer who have saving accounts also have debit cards as well
as it shows a rise in the payment bar.
5.The chart also shows that there is less acquaintance of the phone
banking may be by the unaware of its popularity.

39

5.1 Conclusion
This Dhurwa, Ranchi branch mostly have 80% of customer having salary
accounts of HEC, KENDRIYE VIDIYALAY staf. The awareness is still low for
these techno products as the stafs of the banks are not updated with the
latest technological changes of the system. If the influence of techno
product will increase it will reduce the banks operation cost.

40

5.2 Limitations of Research

The limitations of this research are :1. The data accuracy might may not be exact because of the people may
be not concern about the question that were asked.
2. The banks environment does not permitted to put disturbance to the
banks customer for time taken for answering the question as they were
in bank for their own banking purpose.

41

Other Works in Canara Bank

More than 30 internet and SMS banking facilities was

activated by me to the existing customers.
I issued almost more than 40 ATM cum debit card to the
existing customers.
I opened more than 60 savings account and joint account in
Dhurwa branch.

42

Bibliography
Books & journals:
Marketing Management by R.C.Aggrawal.
Websites:
1. http://www.canarabank.com/English/Home.aspx ,
2. http://en.wikipedia.org/wiki/Internet_banking ,
3. http://www.google.co.in/

4. http://freeonlinesurveys.com/
5. http://www.internetworldstats.com/emarketing.htm

43

Questionnaire (Plz. Tick where ever applicable)

To Study the penetration of techno product in Canara
Bank
Name: ..
Age
above

18-25

Gender:

25-35

Male

35 45

45and

Female

Occupation: Service
Others
Education: Matriculate
Other.

Business

Student

Graduation

Income pm: Less than 15000

Above 35000

Post Graduation

20000 25000

25000 35000

Address:......................................................................................................
........................
E-mail Id:
..
Contact no.
.

1. Which account do you have in Canara Bank?

1. SB

2.CA

3. JOINT

4.RD

5.FIXED
2. Do you know about these techno products?
1. Yes

2.No

3.Cant say

3. If Yes, through what sources you have come to

know about the
product?

44

1.Staf
2.Friend
4.Other,.

3.Brochure/AD

4. Which type of Service you prefers the most?

1.Internet Banking
4. Mobile Banking

2. ATM
3. Payment Cards
5. Phone Banking

5.Which of following others banks do you have

account?
1. ICICI Bank
2. SBI Bank
3.HDFC BANK
4.Axis Bank
5. Other Pls. specify __________________

45

46