RESEARCH METHODOLOGY

1.TITLE OF THE STUDY

A SOCIO LEGAL RESEARCH /PROJECT ON AWARENESS REGARDING

ELECTRONIC BANKING AMONG THE CUSTOMERS OF AXIS BANK CONDUCTED AT
AMRAVATI BRANCH

2.STATEMENT OF PROBLEM

Banking is a customer oriented service industry, where the customer is in focus and customer
service is a differentiating factor. The traditional functions of banking are very limited one.
Economic reforms initiated by the government of India in the early 1990s have brought about a
sea change in the operational environment of the financial sector and the functioning outlook of
Indian banks. Customer expects many services with the various deliver mode in the speedy and
economically. Modern World Bank is fully based on computerization connected with the
Internet. Internet banking provides new opportunities for banks to expand their markets and
services not only in the local level but also into the world level. The Internet banking revolution
has made it possible to provide ease and flexibility in banking operations to the benefit of
customers. The e- banking has made the customer say goodbye to limited time banking and local
area operation. Due to the enormous benefits of Internet banking most of the customer opt for
Internet Banking services. This study provides an opportunity to know role of Internet banking
service in commercial banks and its customer satisfaction is analyzed. The present study also
focuses on the awareness of the technology oriented services offered to their customers in the
Amravati.

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 RATIONALE OF THE STUDY

Banks play important role in the development of trade, commerce and it has vital role in the
economic development of nations economy. We cant think modern society without banking
system. The banking services marketing is not very old concept, it is in the growth phase of its
life cycle. AXIS Bank is the most dominant bank in private sector. It tries to eat away shares
through their technological up gradation and customer centric 14 policies. The banking services
provided by AXIS Bank is innovative. This bank have shown remarkable performance within a
short period of time with their innovative range of products, customer centric policies and use of
technology. Therefore, an attempt will be made in this study to analyze the various marketing
techniques adopted by this bank and how these techniques has helped this bank to have such a
large customer base. The competition among the players in banking sector has increased the
expectations of customers who now want new products with faster delivery at cheaper and
affordable cost. These expectations are more with the new generation private sector banks
because they are the new entrants on the banking scene with better technology, faster delivery,
and customer centric policies.

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 OBJECTIVES OF THE STUDY

To study about the factors that affects the customer awareness towards E-banking service of
AXIS Bank Ltd.

To know about the current and future prospects of E-Banking to the customers.

To find out the major problems faced by the customers while using e-banking services.

NEED OF THE STUDY

To determining growth direction of online banking service.

Promoting E-banking services in banking industry.

Customer awareness will be taken into consideration about the internet banking.

SCOPE OF THE STUDY

All the classes of the customers were taken into consideration.

This study was covered E-Banking service sector.

This is a realistic source directly collected from the customers of Bank.

The emergence of E-Banking has enabled the banks to offer real-time transactions and integrate
all customers related functions. Indian Banks are utilizing the new technology to provide

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 better technology and convenient access to its customers and India is thus poised to for a huge
growth in the world of electronic banking.

BENEFITS OF STUDY

Organizing Educational Campaign To Create Goodwill Of Company.

Services It Effectively valuable to Create Place in the Minds of Customer.

Availability should be increased by using various services Strategy.

Company should make service equal to or better than Competitive Brands By All
Means.

REVIEW OF LITERATURE

Internet Banking in India

The Internet banking and e banking is changing the banking industry and is having the
major effects on banking relationships. Even the Morgan Stanley Dean Witter Internet
research emphasized that Web is more important for retail financial services than for many
other industries. Internet banking involves use of Internet for delivery of banking products
& services. It falls into four main categories, from Level 1 - minimum functionality sites
that offer only access to deposit account data - to Level 4 sites - highly sophisticated
offerings enabling integrated sales of additional products and access to other financial
services- such as investment and insurance. In other words a successful Internet banking
solution offers

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 Exceptional rates on Savings, CDs, and IRAs
Checking with no monthly fee, free bill payment and rebates on ATM surcharges
Credit cards with low rates
Easy online applications for all accounts.

Adoption of Internet Banking & e-banking: An Empirical Investigation of Indian Banking

Sector

The tremendous advances in technology and the aggressive infusion of information technology
had brought in a paradigm shift in banking operations. Internet banking & e-banking has
revolutionized the banking industry world wide has turned out to be the nucleus issue of various
studies all over the world. However there has constantly been a literature gap on the issue in
India. The purpose of this paper is to help fill significant gaps in knowledge about the Internet
banking landscape in India.

Retail and corporate banking

Booz Allen Hamilton (1997) conducted a global survey covering 386 retail and corporate
banking institutions in 42 countries to assess the strategic impact of Internet banking on the
financial service industry. According to the study, there is a huge perception gap between North
American/European banks and Japanese banks regarding the future of Internet banking. North
American and European banks expect Internet banking to become the most important retail
channel within 10 years, but Japanese banks expect traditional branches to remain the most
important channel. The study also indicates the rapid growth potential of Internet banking. Many
of the banks that responded have plans to upgrade the functionality of their Internet service
offerings.

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Banks offering Internet banking

England (1998) conducted the first important study that estimated the number of U.S. banks
offering Internet banking and analyzed the structure and performance characteristics of these
banks. They have found no evidence of major differences in the performance of the group of
banks offering Internet banking activities compared to those that do not offer such services.

Electronic payments and remote banking

First et. al. (1998) a U.S. based study found out a significant shift by consumers and businesses
to electronic payments. In response to developments in electronic payments and remote banking,
banks have greatly increased their investment in technology, particularly in retail banking. The
gains from technological advancements in banking and payments are likely to be substantial,
both from the point of view of individual financial institutions and economy-wide. In this
environment, banks should review and, if necessary, adjust their risk management practices in
tandem with upgrading their technology activities.

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 HYPOTHESIS OF THE STUDY

In the light of the above cited objective the researcher has set up the following hypothesis, for the
present study. AXIS Bank provides innovative, dynamic and competitive services in terms
of customer satisfaction in e-banking services. However this bank is facing problems while
marketing their services. Based on the views and factual opinion emerging from the
questionnaires, this is tested by application of test of significance (Z - test) in the thesis.

NATURE OF STUDY
E-BANKING

Electronic banking is one of the truly widespread avatars of E-commerce over the world.
Various authors define E-Banking differently but the most definition depicting the meaning and
features of E-Banking are as follows:

1.Banking is a combination of two, Electronic technology and Banking.

2. Electronic Banking is a process by which a customer performs banking Transactions

electronically without visiting their banks.

3. E-Banking denotes the provision of banking and related service through Extensive use of
information technology without direct recourse to the bank by the customer.

NEED FOR E-BANKING

One has to approach the branch in person, to withdraw cash or deposit a cheque
or request a statement of accounts. In true Internet banking, any inquiry or transaction is
processed online without any reference to the branch (anywhere banking) at any time. Providing
Internet banking is increasingly becoming a "need to have" than a "nice to have" service. The net
banking, thus, now is more of a norm rather than an exception in many developed countries due
to the fact that it is the cheapest way of providing banking services. Banks have traditionally

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been in the forefront of harnessing technology to improve their products, services and efficiency.
They have, over a long time, been using electronic and telecommunication networks for
delivering a wide range of value added products and services. The delivery channels include
direct dial up connections, private networks, public networks etc and the devices include
telephone, Personal Computers including the Automated Teller Machines, etc. With the
popularity of PCs, easy access to Internet and World Wide Web (WWW), Internet is increasingly
used by banks as a channel for receiving instructions and delivering their products and services
to their customers. This form of banking is generally referred to as Internet Banking, although
the range of products and services offered by different banks vary widely both in their content
and sophistication.

UNIVERSE

The AXIS Bank Ltd. Situated at Amravati is converted by the researcher as a universe of study.
The customers, concerned departments such as E banking sections, HRD, helping desk for
customers, formed the universe of the study.

RESEARCH METHOD
The research design is a Descriptive Research. Descriptive statistics was tabular, graphical
& numerical summaries of data. Its main purpose is to facilitate the presentation and INFERENCE
of data. Descriptive Research design involves description of the variables making up the
demographic and geographic profile of the sample

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SOURCE OF DATA

Primary Data:
Primary data has collected directly from customers through structured questionnaires
(Individual sample units)
Secondary Data:
Secondary data has collected from the various magazines, journals, website of AXIS BANK
and various websites.

SAMPLING METHOD

The population includes male and female customers residing in the area of Badnera Road
Amravati Branch with the criteria: Customers with AXIS bank. In this project convenience
sampling method is followed.

DEFINITION: CONVINEINCE

In convenience sampling, a sample is obtained by selecting convenient population

elements from the population.

SAMPLE SIZE

Our Sample size was 40 who fulfill the basis criteria- Customers with AXIS bank.

SAMPLING UNIT

A sample unit is a single individual, who is having AXIS bank accounts.

DATA COLLECTION METHOD

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 Self-administered s used to collect the necessary data. For this purpose appropriate
questionnaires were designed.

DATA COLLECTION TOOLS

Appropriately designed questionnaire to facilitate self-administered surveys with simple

standard questions were used to collect data.

STRUCTURE OF QUESTIONNARE

The questions formulated were structured and non-disguised. The questions were asked in
order to get all the necessary information and to see that the respondents could answer them with
case. This pattern adopted facilitated in analyzing the data.

LIMITATIONS OF THE STUDY

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Every research is conducted under some constraints and this research is not an exception.
Limitations of this study are as follows:-

1. There were several time constraints.

2. The study is limited to areas of Amravati only.

3. The sample size of only 40 was taken from the large population for the purpose of study, so
there can be difference between results of sample from total population.

4. The study is related customers only.

5. People were reluctant to go in to details because of their busy schedules.

6. Merely asking questions and recording answers may not always elicit the actual information
sought.

7. Due to continuous change in environment, what is relevant today may be irrelevant tomorrow.

TIME SCHEDULE
The researcher has designed the time schedule and complete the study in stipulated period.

CHAPTERIZATION

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The researcher has four chapters deals with

Chapter-1 : Theoretical Background

In this chapter, regarding theoretical backgrounds deals with introduction or the vertical
background of the study. It includes introduction of Indian banking structure and study of e-
banking and customer awareness regarding e-banking.

Chapter-2 : Research Methodology

In this chapter, research methodology used by the researcher is given.

Chapter-3 : Data Analysis and interpretation

In this chapter, regarding analysis and interpretation of data collected, the date which has
analysis and interpreted in this Chapter.

Chapter-4 : Major Findings, Suggestions and Conclusion

In this chapter, regarding major findings, suggestions and conclusion. Major findings are
important finding which researcher has made during his research regarding the problem and then
given suggestions.

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