Professional Documents
Culture Documents
SYNOPSIS REPORT
ON
AWARD OF
2016-18
Submitted To Submitted By
Mr. Himanshu Goel Fahad Mohammad Hussain
Roll no-1608570029
MBA 4th Sem.
• Joseph et al. (1999) examined the influence of internet on the delivery of banking
services. They found six primary dimensions of e-banking service quality such as
convenience and accuracy, feedback and complaint management,efficiency, queue
management, accessibility and customization.
• Mols (1999) acknowledged that the internet banking is an innovative distribution
channel that offers less waiting time and a higher spatial convenience than traditional
branch banking with significantly lower cost structure than traditional delivery
channels. Internet banking reduces not only operational cost to the bank but also leads
to higher levels of customer satisfaction and retention. As a result internet banking is
very attractive to banks and consumers, who now have higher acceptance to new
technology.
INTRODUCTION OF THE STUDY
Problem statement
The e- banking services has not yet accepted to appreciable level in cities
other than metros. To penetrate further in market, banks need to make
strategy to deal with creating awareness and preference towards banking. The
study is undertaken to know aware ness and preference towards e -banking
services of STATE Bank of INDIA in Muzaffarnagar.
E – BANKING:
Around the world, banks are facing new challenges in their battle to compete successfully.
As ease of entry increases, competition to provide banking services will constantly grow and
change. Business and residential clients will be more independent in their selection of
services, especially with the creation of online banking services, where they can easily select
the packages best suited to their needs. Customer attraction and loyalty will be increasingly
hard-earned, while operational costs and time to market will need to be reduced and closely
controlled.
Need for e-commerce banking solutions
On top of these developments, the exploding volume and complexity of transactional data
that banks must manage and use effectively is straining the capabilities of many IT
infrastructures to operate profitably.
Increasingly, the goal of leading banking institutions is to offer the global market a
diversified range of financial products and services via a single e-commerce portal. Broadly
defined, e-commerce is all the transactional commerce conducted electronically between
businesses and other businesses (B2B), between businesses and their end-customers (B2C)
and within an enterprise, over the Internet, extranets and intranets.
To achieve and maintain an edge on its competition, a bank needs an open e-commerce
platform that can:
• Integrate new e-commerce applications with existing applications to optimize IT
investments and save on reprogramming and management costs
• Provide the power and scalability to handle multiple workloads, shift resources to match
changing workloads, handle unpredictable peaks, and grow with your business
• Provide rock-solid security and advanced services availability for transactions all the time,
around the world – absolute essentials for competitive banking
• Exploit the value of your customer and market data by deploying business intelligence (BI)
and customer relationship management (CRM) software to help you better anticipate,
understand and respond to customer wants and needs
•Unify your enterprise management chain with an open server platform that integrates
purchase and sales processes with information on customers and product offerings for more
timely, targeted and personalized customer service
• Integrate future technologies and new ways of doing business with customers.
NEED FOR THE STUDY
This study is needed to find out the working of internet banking of SBI and its importance to
customer as well as to bank
5. The report is helpful in knowing about the customers’ expectations about the Bank’s
services.
OBJECTIVES OF THE STUDY
To know the customer satisfaction level and their perception regarding State Bank of
India.
SCOPE OF THE STUDY
Data can be collected in different ways from the subject of study. One method is to observe
subjects on certain parameters, which is called observation studies. In such studies, the
subjects (respondents) by asking them questions through a questionnaire. For instance, if
research has to be done on the traffic flow at a particular junction, then the observation
method is best. On the other hand, if consumer preferences about a new product are to be
estimated, then a questionnaire for obtaining consumer responses is the best method.
Secondary sources
The secondary sources of data were taken from the various websites, books, journals reports,
articles etc.
Research Plan
Descriptive Research Plan
Researcher has used descriptive research design, a scientific method which involves
observing and describing the behavior of a subject without influencing it in any way.
The primary limitation of the study is based on quality and originality of secondary
data taken via the official website of State Bank Of India and Reserve Bank of India.
Time constraint: on the time availability is 10 weeks only it was not able to do the
thorough study in the selected area.
Merely asking questions and recording answers may not always elicit the actual
information sought.
Books :-
Websites:-
www.statebankofindia.com
www.onlinesbi.com
www.wikipedia.com
www.google.com