UNIVERSITY OF MUMBAI

RAYAT SHIKSHAN SANSTHAN’S

KARMAVEER BHAURAO PATIL COLLEGE

VASHI NAVI MUMBAI

PROJECT REPORT ON
MOBILE BANKING OF ICICI

SUBMITTED BY

RAHUL RAJESH GUNJAL

PROJECT GUIDE

________________
IN PARTIAL FULFILMENT FOR THE COURSE OF

BACHELOR OF MANAGEMENT STUDY (BMS)

T.Y.B.M.S. (SEMESTER V)

ACADEMIC YEAR 2016-2017

 ACKNOWLEDGEMENT

I sincerely thank the teaching faculty of BMS Department of KBP College and
also to the University of Mumbai to give us such big opportunity to work on this
project.

I would also like to thanks BHOSALE sir to provide us facilities as and when
required.

I would also like to thank my guide “_________” for being my project guide
and for giving her valuable advice and suggestions on the subject.

Also I vote a sincere thanks to my family, friends and all the people who were
involved and have extended a helping hand in successful completion of my
project.

I thus acknowledge their contribution with full sincerity.

 DECLARATION

I KALPESH SUDHAKAR MHATRE student of KARMAVEER BAURAO PATIL

COLLEGE, studying in B.M.S (Semester V) hereby declare that I have completed this

project report on “ MOBILE BANKING OF ICICI ” And has not been submitted to any

other University or institute for award of any degree, diploma etc. The information is

submitted to me is true and original to the best of my knowledge.

Date (KALPESH SUDHAKAR MHATRE)

Place: Vashi, Navi Mumbai

 RAYAT SHIKSHAN SANSTHAN’S

KARMAVEER BHAURAO PATIL COLLEGE

VASHI NAVI MUMBAI

CERTIFICATE

This is to certify that KALPESH SUDHKAR MHATRE student of B.M.S. Semester V has
completed his project on “MOBILE BANKING OF ICICI .” and has submitted a satisfactory
report under the guidance of NEHA KHANDARE in the partial fulfillment of B.M.S. course of
University of Mumbai in academic year2016-2017

Project guide Coordinator Principal

University Examiner
 EXECUTIVE SUMMARY

In our fast-paced, ever connected world, mobile technology is an attractive if not

essential feature that banks can offer their customer. But mobile banking does not merly
benefits banking customers. In terms of customer satisfaction, service costs ,and
security , mobile technology benefits banking institutions themselves. However ,like any
emerging electronic channel, mobile banking is vulnerable to fraudsters preying on gaps
on security.

To reinforce security in mobile banking applications, mobile authentication is essential.

Mobile authentication is a simple , low impact security enhancement that strengthens
security for mobile banking as well as internet banking , cash management ,
IVR(interactive voice response) , and even the help desk. The convergence of mobile
technology enables the mobile banking application to essentially act as a “key” to a
bank a launch point from which banking activity can occur.

Page No.1
 Index

Chapter no. Title Page no.

1 Introduction of mobile banking

1.1 introduction to mobile banking 5-6

1.2 objective of study
7
1.3 history of study
7-8
1.4 importance of mobile banking
9-33

2
Profile of company
2.1 introduction of ICICI bank 34-35
2.2 history ICICI bank 35-36
2.3 mobile banking services 37-39
2.4 Awards & recognitions 40
2.5 various methods of mobile banking 41
2.6 Mobile banking services with reliance India 42-47
mobile
3 Theoretical view

3.1 Terms & condition of mobile banking

48-57
3.2 Mobile alerts
57-60
3.3 Case study 60-61

Page No.2
 chapter 1

1.1 INTRODUCTION

After Internet Banking, Mobile Banking or M-Banking has become the buzz word in the
industry. It's a fact that Internet Banking has given a boost and has shown a successful
way to consider it as a good alternative procedure against physical branch banking.
Now where ever you are, you can access your bank account and you can do lot more
things like checking your account balance, transfer money to some other account, pay
your utility bills online and so on, just by comfortably sitting at your home or office. But,
the technical disadvantage of Internet Banking is, you have to have internet connectivity
and a computer. Definitely it's not a big hindrance in US or Europe or in the other
developed countries, but if one considers the developing economies, then it's a genuine
problem and more specifically in the cities.

And here Mobile Banking comes into the picture to address the basic limitation of
Internet Banking. If we only consider Asian developing countries, the availability of
mobile connectivity is really huge. Where one may not find out a landline telephone or
an internet connection, but still in those remote places getting mobile connectivity is not
a major issue today. So, Mobile Banking has given the traditional banking a newer look
"Anywhere Banking". Now you don't need a PC or a laptop with internet connectivity,
just you need your cell phone with you. Considering the Asian economy countries like
China, India and Korea have seen the mobile boom in last one decade.

A projected value of mobile connectivity in India shows that it will touch 180 Million
subscribers by the end of 2008, where it was pegged at around 2 Million in the year
2000. In Korea, more than 70% of the entire population is carrying mobile devices.

The biggest advantage Mobile Banking provides to the banks is that it helps to cut down
the costs as it's even more economic than providing tele-banking facilities where banks
have to keep hundreds of tele-callers. Additionally, Mobile Banking helps banks to
upgrade the quality of services and nature of customer relationship management. Using
Mobile Banking, banks can communicate to the defined cluster of clients. The offers can
be customized and this personalization can give the banking industry a huge mileage,

Page No.3
even at a lower cost. Again, using the same mobile channels, banks can up-sell and
cross-sell their highly complex financial products to the specific set of customers which
can be coupled with the selling strategies of Credit Cards, Home Loans and Personal
Loans etc. On the contrary, the service providers can also accrue more business by
providing the Mobile Banking services to their clients. Countries like Japan, Korea or
Singapore where the mobile connectivity has already reached its saturation, the service
providers can make handsome business by providing additional banking services to the
same static client base.

In the services front, different banking services can be provided, depending upon the
banking regulations in respective countries which may include Account Balance
Enquiry, Account Statement Enquiry, Credit/Debit Alerts, Bill Payment Alerts, Cheque
Book Requisition, Transaction History, Minimum Balance Alerts, Fund Transfer
Facilities, etc

Page No.4
 1.2 OBJECTIVES OF MOBILE BANKING

This study focuses on following research objectives:

1.To study the barriers in using Mobile banking services.

2.To study the perceived utility of various Mobile banking services.

3. To study the influence of demographic variables on Mobile banking usage.

Page No.5
 1.4 IMPORTANCE OF MOBILE BANKING

WHAT IS MOBILE BANKING?

Mobile banking (also known as M-Banking , SMS Banking etc) is a term used for
performing balance checks , account transection , payment etc. via a mobile device
such as mobile phone or personal digital assistant (PDA). Mobile banking is most often
performed via SMS or the mobile internet but can also use special programs , called
clients , downloaded to the mobile device.

Mobile banking refers to the use of a smartphone or other cellular device to perform
online banking tasks while away from your home computer, such as monitoring account
balances, transferring funds between accounts, bill payment and locating an ATM.

Page No.6
1.5 RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research

problem. It may be understood as a science of studying how a research is done
scientifically. We can say that research methodology has many dimensions and
research method do constitute a part of the research methodology .it helps in the
use os statistics, questionnaire and controlled experimentation and in recording
evidence, sorting it out and interpreting it. Knowledge of research methodology is
helpful in various fields. research methodology play key role in project work. It
consists of series of actions or steps necessary to effectively carry out research
and the desired sequencing of theses steps.

Data collection method:

Data is collected from both primary and secondary data source. The primary
source were mainly the customers and ICICI Bank LTD customers and data was
collected through survey technique .the survey technique was carried out through
questionnaires and personal interview. The secondary data source were the ICICI bank
annual report , library and internet.

Primary data:primary data is that data which is collected for the 1st time questionnaire
and personal interview methods were used to collect primary data. This data was
collected by asking question to customers of ICICI Bank as well as the competitor
banks , observation method was used through personal interview ,questionnaire etc.

Secondary data: the secondary data on the other hand are those which have already
been collected by someone else and which have been already been passed through
statistical process. The secondary data is collected from different books , library
research , magazines , journals , internet , website of ICICI bank and etc.

Sample size : The total sample size was fixed at 100 usable responses for data
analysis. For data collection purposive sampling was adopted. To ensure all questions
being answered in a proper way, questionnaires were completed and screened one-by-
on

Page No.7
PERSPECTIVE ON THE HISTORY

The first mobile banking and payment initiatives was announced during 1999 (the same
year that Fundamo deployed their first prototype). The first major deployment was made
by a company called Paybox (largely supported financially by Deutsche Bank). The
company was founded by two young German’s (Mathias Entemann and EckartOrtwein)
and successfully deployed the solution in Germany, Austria, Sweden, Spain and the
UK. At about 2003 more than a million people were registered on Paybox and the
company were rated by Gartner as the leader in the field. Unfortunately Deutsche Bank
withdraw their financial support and the company had to reorganise quickly. All but the
operations in Austria closed down.
Another early starter and also identified as a leader in the field was a Spanish initiative
(backed by BBVA and Telephonica), called Mobi Pago. The name was later changed to
Mobi Pay and all banks and mobile operators in Spain were invited to join. The product
was launched in 2003 and many retailers were acquired to accept the special USSD
payment confirmation. Because of the complex shareholding and the constant political
challenges of the different owners, the product never fulfilled the promise that it had.
With no marketing support and no compelling reason for adoption, this initiative is
floundering at the moment.
Many other large players announced initiatives and ran pilots with big fanfare, but never
showed traction and all initiatives were ultimately discontinued. Some of the early
examples are the famous vending machines at the Helsinki airport supported by a
system from Nokia. Siemens made announcements in conjunction with listed and high-
flying German e-commerce company, Brokat. Brokat also won the lucrative Vodafone
contract in 2002, but crashed soon afterwards when it run out of funds.
Israel (as can be expected) produced a large number of mobile payment start-ups. Of
the many, only one survived – Trivnet. Others like Adamtech (with a technically sound
solution called Cellpay) and Paytt disappeared after a number of pilots but without any
successful production deployments.
Initiatives in Norway, Sweden and France never got traction. France Telecom launched

Page No.8
an ambitious product based on a special mobile phone with an integrated card reader.
The solution worked well, but never became popular because of the unattractive,
special phone that participants needed in order to perform these payments.
Since 2004, mobile banking and payment industry has come of age. Successful
deployments with positive business cases and big strategic impact have been seen
recently.

Page No.9
 CHAPTER 2 PROFILE OF THE COMPANY

2.1 INTRODUCTION OF ICICI BANK

ICICI Bank is India's second-largest bank with total assets of about Rs.1,67,659 crore at
March 31, 2005 and profit after tax of Rs. 2,005 crore for the year ended March 31,
2005 (Rs. 1,637 crore in fiscal 2004). ICICI Bank has a network of about 560 branches
and extension counters and over 1,900 ATMs. ICICI Bank offers a wide range of
banking products and financial services to corporate and retail customers through a
variety of delivery channels and through its specialized subsidiaries and affiliates in the
areas of investment banking, life and non-life insurance, venture capital and asset
management.

ICICI Bank set up its international banking group in fiscal 2002 to cater to the cross
border needs of clients and leverage on its domestic banking strengths to offer products
internationally. ICICI Bank currently has subsidiaries in the United Kingdom and
Canada, branches in Singapore and Bahrain and representative offices in the United
States, China, United Arab Emirates, Bangladesh and South Africa ICICI Bank's shares
are listed in India on the Stock Exchange, Mumbai and the National Stock Exchange of

Page No.10
India Limited and its American Depositary Receipts (ADRs) are listed on the New Stock
Exchange(NYSE).
ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial
institution, and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was
reduced to 46% through a public offering of shares in India in fiscal 1998, an equity
offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition
of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary
market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002..
The principal objective was to create a development financial institution for providing
medium-term and long-term project financing to Indian businesses. In the 1990s, ICICI
transformed its business from a development financial institution offering only project
finance to a diversified financial services group offering a wide variety of products and
services, both directly and through a number of subsidiaries and affiliates like ICICI
Bank. In 1999, ICICI become the first Indian company and the first bank or financial
institution from non-Japan Asia to be listed on the NYSE.

After consideration of various corporate structuring alternatives in the context of the

emerging competitive scenario in the Indian banking industry, and the move towards
universal banking, the managements of ICICI and ICICI Bank formed the view that the
merger of ICICI with ICICI Bank would be the optimal strategic alternative for both
entities.

The merger would enhance value for ICICI shareholders through the merged entity's
access to low-cost deposits, greater opportunities for earning fee-based income and the
ability to participate in the payments system and provide transaction-banking services.

The merger would enhance value for ICICI Bank shareholders through a large capital
base and scale of operations, seamless access to ICICI's strong corporate relationships
built up over five decades, entry into new business segments, higher market share in
various business segments, particularly fee-based services, and access to the vast
talent. In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the
merger of ICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal

Page No.11
Financial Services Limited and ICICI Capital Services Limited, with ICICI Bank.

The merger was approved by shareholders of ICICI and ICICI Bank in January 2002, by
the High Court of Gujarat at Ahmedabad in March 2002, and by the High Court of
Judicature at Mumbai and the Reserve Bank of India in April 2002. Consequent to the
merger, the ICICI group's financing and banking operations.

Vision

Our vision is a world free of poverty In which every indivisual has the freedom and
power to create and sustain a just society in which to live.

Mission

Our mission is to create and support strong independent organization which work
towards empowering the poor to participant in and benefits from the indian growth
process.

Page No.12
 2.2 HISTORY OF ICICI BANK

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial
institution, and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was
reduced to 46% through a public offering of shares in India in fiscal 1998, an equity
offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition
of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary
market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was
formed in 1955 at the initiative of the World Bank, the Government of India and
representatives of Indian industry. The principal objective was to create a development
financial institution for providing medium-term and long-term project financing to Indian
businesses.

In the 1990s, ICICI transformed its business from a development financial institution
offering only project finance to a diversified financial services group offering a wide
variety of products and services, both directly and through a number of subsidiaries and
affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and the first
bank or financial institution from non-Japan Asia to be listed on the NYSE.

After consideration of various corporate structuring alternatives in the context of the

emerging competitive scenario in the Indian banking industry, and the move towards
universal banking, the managements of ICICI and ICICI Bank formed the view that the
merger of ICICI with ICICI Bank would be the optimal strategic alternative for both
entities, and would create the optimal legal structure for the ICICI group's universal
banking strategy.

Page No.13
2.3PRODUCTS & SERVICES:

ICICI banks offers a host of product and services to its clients . the various types of
services are as follows :

1) DEPOSITS
 Saving account
 Advantage deposit
 Special saving account
 Life plus senior citizens saving account
 Fixed deposit
 Security deposit
 Recurring deposits
 Advantage woman savings account
 Self help group accounts
 Family banking
2) CARDS

ICICI Bank is India’s largest issuer of credit cards. It also offers other types
of card. The various cards offered by ICICI bank are as follows.

 Consumer cards
 Credit cards
 Travel cards
 Debit cards
 Commercial cards
 Corporate cards
 Prepaid cards
 Purchase cards
 Distribution cards
 Business cards

Page No.14
3) Loans

 Home loans
 Loan against property
 Personal Loans
 Car Loans
 Two Wheeler Loans
 Commercial Vehicle Loans
 Loans against Gold Ornaments
 Pre-approved Loans

4) Investments
 ICICI Bank Tax Saving Bonds
 Mutual Funds
 Government of India Bonds
 Initial Public Offers by Corporate
 Foreign Exchange Services
 ICICI Bank Pure Gold
 Senior Citizens Savings Scheme

5) NRI Services
 Money Transfer
 Bank Accounts
 Investments
 Home Loans
 Insurance
 Loan against

Page No.15
 6) Insurance

ICICI Bank offers various types of insurance

 Home Insurance
 Health insurance
 Health Advantage Plus
 Family Floater
 Personal Accident
 Travel Insurance
 Individual Overseas Travel Insurance
 Student Medical Insurance
 Motor Insurance
 Car Insurance
 Life Insurance
 ICICI Pru Life Time Gold

2.3 Awards and Recognitions

 ICICI Bank was voted as the Moat trusted Brand among private banks in the
2010 Economic Timers + - Brand Equity Most Trusted Brands Awards and
ranked 7th in the list of the Top 50 service brands.

 ICICI Bank received the 2010 World Finance UK award for:

 Excellence in Remittance Business, Worldwide
 Excellence in NRI Service , Worldwide
 Excellence in Private Banking business, APAC Region

 For a six time in a row, ICICI bank has received the most preferred auto loan
brand in the financial services category at the CNBC consumer awards.

Page No.16
 ICICI Banks has won gold in the reader’s digest trusted brands 2010 consumer
award in the finance category for
 Best bank
 Best credit card issuing bank
 ICICI Bank amongst the top 3 to receive the FE-EVI green business leaders
award , in the banking industry
 ICICI Bank wins the Asian banker award for best banking security system
 Forbes 2000 most powerful listed company’s survey ranked ICICI Bank 4th
among the Indian companies and 282nd globally.
 ICICI bank wins the Asian banker award for excellence in SME banking 2009
 Mr. N. Vaghul, former chairman, ICICI bank was awarded the Padma Bhushan.

Page No.17
 TYPES OF MOBILE BANKING

There are three types of mobile banking that your bank may offer

Text, or SMS (short message service

Mobile text and alert is the simplest, allowing the user to transfer funds or access
account information via text message. Texting terminology varies from bank to bank, but
the overall function is generally the same. for example, texting “bal” will obtain the
account while “tar” will allow inter account transfer. User to first register and verify their
phone numbers with therebank, but once that’s completed, they can also set up alerts to
let them know about negative balance or deposit confirmation.

1. Mobile web:

Page No.18
 Mobile web is the second mobile banking option. similar to online account access
from a home-based computer, this option allows for checking balances, bill payment
and account transfers simply by logging into the users account via a mobile web
browser.

2. mobile banking application:

Mobile banking application for android, phone and black, connect the user directly to
the bank server for complete banking functionality without having to navigate a mobile
web browser. This application can be downloaded either through the banks or through
the iTunes store.

Page No.19
 1.4 THECHNOLOGIES BEHIND MOBILE BANLING

Technically specking most of these services can be deployed using more than
one channel. Presently, mobile banking is being deploys using mobile application
developed on one of the following four channels.

1. IVR (interactive voice response)

2. SMS (short messaging service)

3. WAP (wireless access protocol)

FEATURES

Page No.20
 IVR{INTERACTI
VE VOICE
RESPONSE}

SMS
STANDALONE TECHNOLOGIES
MOBILE BEHIND MOBILE {SHORT
APPLICATION BANKING MESSAGING
SERVICE}

WAP

{WIRELESS
ACCESS
PROTOCOL}

Page No.21
1. IVR-interactive voice response
IVR or interactive voice response service operates through pre-specified
numbers that bank advertise to their customer. Customer makes a call at the IVR
number and is usually greeted by a store electric message following by a menu
of different option. Customer can choice option by pressing the corresponding
number in their keypad, and are then read out the corresponding information,
mostly using a text to speech program.
Mobile banking based on IVR has some major limitations that they can be
use only for enquiry based services. Also, IVR is more expensive as compared to
other channel as it involves making a voice call which is generally more
expensive than sending an SMS or making data transfer (as in WAP or
standalone clients). One way to enable IVR is by deploying a PBX system that
can host IVR dial plans. Banks looking to go the low cost way should consider
evaluating asterisk, which is an open source Linux PBX system.

2 .SMS – short messaging service

SMS uses the popular text-messaging standard to enable mobile

application bases banking, the way this works is that the customer requests for
information by sending an SMS containing a service command to a pre-specified
number. However there have been few instances where even transaction-based
services have been made available to customer using SMS. For instance,
customer of the centurion bank of Punjab can make fund transfer by sending the
SMS ‘TRN (A/C NO) (PIN NO) (AMOUNT)’. One of the major reasons that
transaction based services have not taken off on SMS is because of concerns
about security. The main advantage of deploying mobile application over SMS is
that almost all mobile phones are SMS enabled. An SMS based service is hosted
on a SMS gateway that further phones connects to mobile service provide SMS

Page No.22
centre. There are a couple of hosted IP based SMS gateways available in the
maket and also some open source ones like kennel.

3.WAP – WIRELEES ACCESS PROTOCOL

WAP uses a concept similar to that used in internet banking. Banks
maintain WAP sites which customer access using a WAP computable browser
on their mobile phone. WAP site offer the familiar from based interface and can
also implement security quite effectively. Bank of America offers a WAP based
service channel to its customer in Hong Kong. The bank customer can now have
an anytime, anywhere access to a secure reliable service that allows all enquiry
and transaction based services and also more complex transaction like trade in
securities through their phone.
WAP based services requires hosting a WAP gateway. Mobile application
users access the banks site through the WAP gateway to carry out transactions,
much like internet users access a web portal for accessing the banks services.
The following figure demonstrates the framework for enabling mobile application
over WAP. Actually form that goes into a mobile application are stored on a WAP
server, and served on demand. The WAP gateway forma an point to the internet
from the mobile network.

Page No.23
3. Standalone mobile application clients
Standard alone mobile applications are the ones that hold out the most promise
as they are most suitable to implement complex banking transactions like trading
in securities. They can be easily customized according to the users interface
complexity supported by the mobile. In addition, mobile application enables the
implementation of a very secure and reliable channel of communication. One
requirement of mobile application clients is that they require to be download of
the client device before they can be used, which further require the mobile device
to support one of the many development environment like J2ME or
QUALCOMM’s BREW. J2ME is becoming an industry standard to deploy mobile
application and require the mobile phone to support java. The major
disadvantage of mobile application is that the application needs to be customized
to each mobile phone on which it might finally run. J2ME ties together the API for
mobile phone which has the similar functionality in what it calls ‘profiles’.
Out of J2ME and BREW, J2ME seems to have an edge right now as
nokia has made the development tools to developers which have further fostered
a huge online community focused in developing application based on J2ME.
Nokia has gone an additional mile by providing by an open online market place
for developers where they can sell their application to major cellular operators
around the world. Quite a few mobile software product companies have rolled out
solution which enable J2ME mobile application based banking. One such product
is wireless
I-banc.
The mobile users download install the wireless I banc application on
their J2ME pone. The J2ME client connect to the wireless I banc server through
the service provider GSM network to enable users to access information about
their account and performance transaction. One of the other big advantages of
using a mobile application client is that it can implement a very secure channel
with end toned encryption. However countries like India face a serious obstacle
proliferation of such client as few users have mobile, which support J2ME

Page No.24
 BREW. However, one of the biggest CDMA players in the India telecom industry,
reliance infocom as about 7.01 million users all mobile which have handsets,
which support J2ME. Reliance has unveiled one of the most ambitious data
service deployment program in the country. On the other hand a country like
south chorea with its tech-savvy population has the widespread adoption of the
higher- end mobile, which support application development.

CONSIDERATION WHEN IMPLIMENTING MOBILE BANKING

The creation of mobile services is more efficient and effective when financial
institution enters in alliance with mobile operator. The appropriate choice of each player
depends on their combine customer base and the share of market each one bring to the
alliance. The choices are then if one bank should establish alliance with one and many
mobile operator. The theories on the evolution of these type of alliance show that the
most usual beginning is from one to one. However, the dominant strategy will converge
in the long term to the many to many alliance models. For large bank the most
convenient strategy is to begin is too closed to users outside the combined customer
base. This will allow the alliance to lock in big customer before other player begins to
enter the market. At one or two condition is needed maintain the closed system working:
a critical mass of customer, or strategic adventure in the operating area. Bank with not
so large customer based or that do not want to risk being the first movers in a closed
system, would prefer to implement open system alliance try to capture large market
share. The decision about the most appropriate alliance to choose will depend on
particular of the bank implementing the mobile service and availability of appropriate
partner for telecommunication operation. In the same way when choosing wireless
platform the critical consideration are the connectivity with the back-end system and the
market several solutions in a short period of time. There are current in the market
several solution based upon different technology and budget requiremen

Page No.25
 MOBILE BANKING TECHNIQUES

MARKITING FOR MOBILE BANKING

Mobile banking is poised to become the big killer mobile application arena. However
bank going mobile the first time need to trend the path cautiously. The biggest decision
that bank need to make it the channel that they will support their services on. Mobile
banking through an SMS based service would require the lowest amount of effort, in
terms of cost and time, but will not be able to support the full breath of transaction
based services. However in market like India, where a bulk of mobile population users
phone can only support SMS based services, this might be the only option left. On the
other hand a market heavily segmented by the types and complexity of mobile phone
using might be good place to roll of WAP based mobile application. WAP get serves can
let go of the need to customized usability to the profile of the each mobile phone. The
treat of being that it cannot take advantage of the full barath of features that the mobile
phone might offer. Mobile application standalone client breingalone the burden of
supporting multiple mobile device profile. According to the Gartner group, a leading
wireless computing consulting organization, mobile baking services will have to support
minimum of 50 different device profile in the near feature. However currently the best
users experience, depending on the capability of the mobile phone, is possible only by
using a standalone client. Mobile banking has the potential to do the mobile phone,
what E-mail did to the internet mobile application based banking is poised to be a big M
commerce feature, if south foray in to mass mobile banking is any indication, mobile
banking could will be the driving factor to increase sealer of high and mobile phone
nevertheless bank need to take a hard and deep look into the mobile uses pattern
among their target customer and enable their mobile service on a technology with
reaches out the majority of their customer.

Page No.26
 GUIDLINE AND CONSIDERATION BANKS

Some guideline and consideration bank need to flow implementing wireless

banking are:

 Application server should easy to install, configure and add new services.
 Client application must be easy to install, customized, and add new handheld
devices.
 Integration to other server and back and services must be easy to implement.
 The advantages of using standard protocol are attainable mainly through open
system.

For smaller financial institution, like credit union, the outsourcing of the
wireless services can solve most of the impediment they would face.
Beside the lack of resources and expertise, other reason for outsourcing is:

 Financial institution will not divert from its core business.

 Improve the time to implement the services.
 Cost of budget can be predicated with more accuracy.
 Wireless services will use the latest in technology.

Using mobile banking facility you can:

 Check your balance

 Check on your last three transaction

Page No.27
  Request for statement
 Request for a check book
 Enquire on a check status
 Instruct stop check payment
 View fixed deposit detail…and much more.

REGISTRATION OF MOBILE BANKING

It is usually require that the customer who registers for internet banking also register for
mobile banking. To register you have to mobile number in the subscription page of
mobile banking request. Provide your number in the format country code number. To
register and use the mobile banking service it is incumbent that following requirement
are:-

Essential requirement
 Serves to be available only to an existing customer of the
branch availing internet banking service.
 Registration for internet banking and mobile banking service
 Availing for the individual customer.
 Need for owning a mobile phone; if WAP (wireless
application protocol). Banking is to be availed; the mobile
phone should be WAP enabled whose browser is capable of
sending referrer UR

SECURITY ISSUE

Page No.28
 The security for the issue of mobile banking is insure by the use of “password”.
Password is nothing but the secret code of identification of a uses. The customer users
given a “logging ID” and a “password on the registration for internet banking. The login
ID and the password need to be change by internet banking registration. In the case of
WAP banking, one should use the same use the same users login ID and transaction
password with which access to the internet banking service is made. However, your
user ID need to be enabled by the bank for WAP banking on the bases of the
application submitted for the same. This is essential for availing the WAP banking. In
the case of SMS banking, the will enable the user ID for SMS facility on the bases of the
application for the same. Only than the customer can access the domain of the banking
company.

Accessing SMS banking through internet logging password is not allowed. A

customer can access SMS banking only trough SMS password. Which is exclusive
however, with internet login password, one can access the domain of the banking
company through internet banking or WAP banking using the WAP enable mobile
phone. For the first time one can choose the SMS password only in the relevant domain
of the bank accessing through internet. Subsequently SMS password can be change
trough an SMS on the mobile phone also. However it is not possible to change the WAP
password separately. Change of WAP password happens automatically with the change
in internet login password. Registration is require for mobile banking when the cell.
Number is change from the one already registered. Before the change of the cell
number, it is possible for the customer number to withdraw from SMS banking, using
the necessary option. The customer need to take up with the bank, after gating the new
cell number, duly informing the internet banking ID and the new cell number. Bank will
accordingly register the new cell number.

Page No.29
Currently, there is not security standard; company have implemented many solution
even through the trend is to use smart card as the utmost security technology. The
solution currently implemented is the following:

 Limit in the type of transaction in order to redu8ce the risk of the cardholder. For
example, fund transfer to third parties.
 Secure network architecture. The more conmen security used is PKI (public key
infrastructure) an encryption used for PDA’s and smart phone, PKI consist of two
key, a public key and a private key, used to authenticated the user and encrypt
the data.
 Smart card as a digital identification and mobile phone (card reader are the
highest technology in the terms of security).

SERVICES

The services that mobile banking cans offer are the following:

 Account balance enquiry

 Account statement enquiry
 Cheque status enquiry
 Cheque book request
 Fund transfer between account
 Credit/debit alert
 Minimum balance alert
 Bill payment alert
 Recent transaction history request
 Information request like internet rates exchange rates

Page No.30
 One way to classify this service depending on the originator of a
service session is the push/pull nature. ‘Push’ is when the bank sends out information
bases upon an agreed set of rules, for example your bank send out an alert when you
account balance goes below a thousand levels.” Pull” when the customer explicitly
requests a service or information from the bank so a request for your last five
transaction statement is a pull based offering.

The way to categorize the mobile banking service by the nature of the
service, gives us two kind of services:- transaction based on enquiry based so a request
for your bank statement is an enquiry based services and request for your fund’s
transfer to some other account is a transaction based services transaction are also
different from enquire based services in the sense that they require additional security
across the channel from the mobile phone to the bank date server. Based upon the
above classification are arrive at the following services listed below:-

Push based Pull

based
Transaction 1.Fund transfer
Based 2.Bill payment
3.other financial services
Enquiry Based 1.credit /debit alerts. 1.Account balance enquiry
2.Minimum balance alerts 2.Account statement
3.Bill payment alert 3.cheque status enquiry
4.cheque book requests
5.Recent transaction
history.

FEATURES

Page No.31
1. Mobile customers: those who use ‘mobile telephony’ use mobile banking
services. Mobile telephony is used through mobile phones.

2. M-Commerce: mobile banking is a part of m- commerce whereby business

and trade takes place through mobile on –line. Those mobile users who became
online internet users do M-commerce.

3. Technology based: mobile banking are based on technology of development.

Mobile banking makes use of internet for transmission , transaction and
delivery of banking services. The network provides the required software
support.

Page No.32
 4. services: mobile banking offers the entire internet based banking services
such as online account opening , account verification fund transfer etc.

5. Eligibility : at present , mobile banking is extended only to individual customer

having account with any branch of a particular bank that offers internet
banking facility. Further , it is also required that the customer is registered as
on internet banking customers.

6. Application : in order to avail the facility of mobile banking, an application duly

filled is to be submitted to the bank. Th application is invariably made
available in the official website of the bank.

ADVANTAGES OF MOBILE BANKING

The biggest advantages that mobile banking after two banks is that is drastically cut
down the costs of providing services to that customer. For example an average teller or
phone transaction costs about $2.36 each whereas an electronic transaction costs only
about $0.10 it additionally this new channel gives the bank ability to cross sell, up sell
their other complex banking product and services such as vehicle loans credit each etc.

For service providers , mobile banking offers the next surest way to achieve growth .
contries like coria where mobile penetration is nearing saturation mobile banking is
helping services provider increases revenue from now static subscriber base. Also

Page No.33
service provider are increasingly using the complexity of their supported mobile banking
services to attract new customers and retain old ones.

 Control your finance, wherever you are in your wireless carrier’s digital coverage
area.
 Real time access through a secure connection
 Private and convenient no need to visit branch , or be near a personal
computer telephone
 Transfer money while on the move
 Pay your bills at your convenience
 Check your balance before making a purchase
 Do your banking in a secure, discrete and convenient environment
 Easy to use sotware and interface, with full customer support
 To protect your privacy , the information transmitted between your plam
handheld and royal bank is encrypted
 Access your banking information using your own secret password.
 Your privacy and security is priority

Mobile banking with palm handhelds is safe , reliable and secure. All data
between the palm device and royal bank is encrypted, meaning that it is a
scrambled into an unreadable formate during transmission , preventing the risk of
the data being intercepted by a third party . this is the same state of the art of
technology used in online banking. No one can view your information ;in fact, no
data is ever permanently stored on your palm device, so if you lend it , no one
will be able to “find” any of your personal information.

Page No.34
 These features also help ensure the security of mobile banking with palm
handhelds:

 If for some reason your palm handheld shuts itself off with your banking
information displayed , the application reset to the sign on screen.
 Online banking will time out if there is no activity from the palm handheld.
You will then need to sign on again with your password.
 You can lock your palm handheld, so that only your own secret password
can be used to unlock it every time is used.

HOW TO ENROLL IN MOBILE BANKING?

1. Contact your bank to find out whether it offers mobile banking. You may be able
to find out by simply going to your bank’s website. Be sure to check and see
whether there are any additional fees for their services.
2. Research the security of your online transection with mobile banking .you
probably don’t want to enroll in the services if your does not promise total
security. The bank may promise secure online transection only if you have an up
to date phones, so be sure to ask whether that is the case with your bank.
3. Use your phone’s web browser to navigate to your bank’s mobile banking
website. Almost all banks have a completely separate address that handles
mobile banking. This site is usually designed to load quickly on slower telephone
connections.
4. Create a new identification number that will be linked to your bank account.. you
can often log on wih your account number , but it may save you lots of time if you
make a shorter one.
5. Bookmark that mobiles banking site for easy use. Sometimes, there are features
that don’t require you to log on , like searching for the nearest ATM. Remember
to periodically check the updates to the website in case there are changes to the
mobile banking setup.

Page No.35
  TIPS & WARNINGS:

 Some banks require that you download special software for your phone
in order to enroll in mobile banking.
 Never use your ATM PIN number for your mobile banking password. Also
your mobile login should have a differnty password from your online
banking ID.
 Do not save your mobile banking password into your phone’s browser .if
your phone is lost or stolen, someone could easily access your bank
account.
 Even if your mobile banking plan only costs cents per transection or
balance inquiry , the bill can build up if you use the services every day.
 Prepare for poblems in advance .some banks use outside companies to
oprate their mobile banking system. Learn whom you should contact with
problems.

CUSTOMER REQUIRMENTS FOR MOBILE BANKING

Since mobile phone requires a mobile phone or device , other requirements are not
often into consideration when discussing how simple and easy is it to use mobile
banking. The customer requirements for mobile banking is project idea , which can
focus on the mobile requirements , models , brands , apps ,and internet bytes required
to make a simple transection . while mobile banking requires a mobile device , not all
mobile phones are developed to complete banking transectionor internet browsinG

IMPACT OF MOBILE BANKING ON BANKS

Page No.36
Mobile banking is one of the most significant technological innovation of the 21 st
century. It allows customers of a particular bank to do their daily banking on the go ,
which is important in this busy world.

TECHNOLOGY
IMPROVEMENT

IMPACT OF MOBILE
BANKING ON BANKS

STOCK TRADING COMPETITION

1. Technology improvements: developers of applications , or “apps” as they are

known , have improved the technology for mobile banking and have made it
easier for consumers to have their daily banking needs meet.

2. competition: mobile banking has led to increased competition for deposits,

because banks with the best mobile banking features tend to gain more
deposites than those that are less versatile.

3. Stock trading : mobile banking has led to an increase in stock trading , as

Page No.37
 . investor do not have to be at a computer or call a broker to trade stocks.

2.4 HOW TO USE THE MOBILE BANKING SERVICES IN ICICI BANK

example: RELIANCE MOBILE

• GO TO R-WORLD
STEP 1

• GO TO MORE SERVICES OPTION

STEP 2

• SELECT FINANCE OPTION

STEP 3

For

• SECLECT MOBILE BANK OPTION

STEP 4

• SECLECT ICICI BANK OPTION

STEP 5

• ACCEPT DISCLAIMER
STEP 6

LIST OF BANK PROVIDING MOBILE BANKING

Page No.38
  ICICI BANK
 HDFC BANK
 PUNJAB NATIONAL BANK
 BANK OF BARODA
 UNIT TRUST OF INDIA
 DENA BANK
 KOTAK MHINDRA BANK
 DEVLOPMENT CREDIT BANK
 STATE BANK OF INDIA
 YES BANK

HOW WE CAN USE MOBILE BANKING?

1. Who mobile banking works for you?

Mobile banking works through a set of text messages. All you need to do is to type in
the specified code for the transection as a text message and send it to a pre-designed
number. You will receive the response in the form of a text message on your mobile
phone screen within a few seconds.

2. Who can apply this mobile banking?

If you are an account holder of any bank as well as a subscriber of any of the mobile
phone service providers tied up with ICICI bank , you can take advantage of this facility.

3. One document is all it takes to apply?

If you are opening an account with the bank, you can apply for mobile banking through
the account opening document. If you already have an account with the bank , you can
apply for mobile banking through the combined direct banking channels application
form.

4. What transection can I do through mobile banking?

Page No.39
Mobile banking is extremely easy. Just punch in a few letter and routing banking
transection will be complete.

5. How mobile banking does works?

Mobile banking works through a series of text message(SMS)

 Once you have activated this services, all you need to do is type in the
specified code for the services you want to avail.
 You will receive the response in the form of text message on your mobile
phone screen within a few seconds.

6. Does mobile banking with palm work everywhere?

It will work in major urban center and surrounding areas. Foe specific areas of coverage
, please consult your wireless carrier. Most wireless carriers publish maps of their areas
on their web sites.

2.5 VARIOUS METHOD OF USING MOBILE BANKING

ICICI BANK mobile banking can be divided into two broad categories:

 REQUEST FACILITY
 ALERT FACILITY

 REQUEST FACILITY :ICICI BANK mobile banking requests enable to query for
account information of perform bank transection . you can query for your account
balance, request for the last 3 transection . if you hold an ICICI BANK HPCL

Page No.40
 debit card , you can also query your debit card reward points by just sending a
SMS request.

 ALERT FACILITY : under ICICI BANK mobile banking alert , you get alerted
when the events you have subscribed for got triggered. You
cansubscribedforreceiving SMS alert when your salary gets credited , when your
bank account is debited/credited with RS 5000/- or more as specified by you ,
your balance falls below/goes above a specified limit or when a cheque bounces.

Under the alert facility , you will get alert only when the events you
have subscribed for information as and when your desire.

CREDIT CARD SERVICES

ICICI BANK Mobile banking services for credit card can be divided into two board
categories:

 REQUEST FACILITY
 ALERT FACILITY

The request facility enables you to check your credit card balance , fetch
reward points for redemption , view details of last payment , and get payment due date.
On subscription to credit card alerts , you get alerted when the events you have
subscribed for get triggered. You can subscribe for receiving SMS alerts for due date
reminders , and when you are approaching your credit limit. Under the alert facility , you
will get alerts only when the events you have subscribed for gets triggered unlike the
request facility where you can request for information as and when desired.

Page No.41
 BANKING REQUEST THAT CAN BE

 BALANCE: To see the balance , select the account (primary or non primary). In
case of non-primary , provide the last 6 digit of the account number.

 LAST 3 TRANSECTIONS: To see the last three transections, select the account
(primary or non-primary). ). In case of non-primary , provide the last 6 digit of the
account number.

 CHEQUE STATUS: To check the status , select the account (primary or non-
primary). In case of non-primary , provide the last 6 digit of the account number.

 STOP CHEQUE: To stop the cheque , select the account (primary or non-
primary). In case of non-primary , provide the last 6 digit of the account number.

 CHEQUE BOOK REQUEST: To request a chequebook , select the account

(primary or non-primary). In case of non-primary , provide the last 6 digit of the
account number.
 CHANGE PRIMARY ACCOUNT: To change the primary account number , you
have to provide the account number , which has to be made the account.

 VIEW BILL : Selecting this option and entering the biller name will e display the
presented bills only of that presentment mode biller . cliking on OK without
entering name will display all presented bills.

 PAY PRESENT BILL: To pay the pay bill presented, first the account to be
debited has to be selected. Biller name has to entered. The bill will be paid
instantly.

Page No.42
  PAY PEYMENT BILL:(Pay bill of payment mode biller)- biller name last six digits
of the account number and the amount (without paise) have to be entered to pay
bill of payment mode biller. The bill will be paid instantly.

 FIND ATM/ FIND BRANCH: Pin code of the desired area has to be entered to
get the nearest ATM/ branch. For e.g.:- if you wish to find an ICICI bank ATM in
andheri, Mumbai , you would have to selected find ATM & enter the pin code of
andheri i.e.400058

 GET QUOTE: You have to provide the ICICI direct stock code to get the details.
(This facility is available to customer who has registered for this facility with ICICI
direct.)

 ABOUT: This option gives you the basic information about the service as
under:
 To register contact ICICI Bank or visit www. Icivibank. Com
 To make query select option from menu and click “request”.

2.6 ICICI BANK PARTNERS WITH RELIANCE INDIA MOBILE TO LAUNCH MOBILE
BANKING SERVICE

ICICI Bank, India's second largest Bank, in association with Reliance Infocom, India's
largest mobile service provider, today launched a truly interactive mobile banking
service in India.

ICICI Bank customers through their Reliance India Mobile handsets can now avail of a
gamut of banking services free of charge. The services can be accessed directly from R
World on the handset. A customer can view their ICICI Bank account balance, get mini
statements and make requests for cheque books. Apart from viewing presented bills, a
customer can also pay bills by direct debit to the bank account. The service also
enables a customer to locate an ATM or bank branch. On selecting any of these, the

Page No.43
customer is connected directly to the bank and the result is displayed instantly on the
handset.

To avail of the mobile banking service, a customer can register at any of the ICICI Bank
branches, dial the call center or through Internet banking.

Commenting on this initiative, Mr. AnupBagchi, General Manager, ICICI Bank, said,
"With this alliance, we have leveraged technology to synergise the benefits of a mobile
phone with our banking services. This will provide the customer with a convenient
anytime-anywhere banking environment"

"R World's menu driven process offers the convenience of banking, while being on the
move. The highly advanced and intuitive user-interface features of the R-World,
available to the more than 7 million RIM users, makes mobile banking practical and
user-friendly. R World ensures the subscriber receives answers to requests immediately
within the same session. And all this at no charges," said Mahesh Prasad, President,
Applications and Solutions Group, Reliance Infocom

The Java-based R World suite of Reliance India mobile Internet applications is unique in
India and the world. Around 7 million subscribers all over India currently use R World,
which offers a range of innovative services on Reliance India Mobile that helps its
customers to access Information, Communication, Entertainment; Transaction based
applications on the move

Page No.44
 CHAPTER-3 THEROTICAL VIEW

3.1TERMS& CONDITIONS GOVERNING THE USE OF THE MOBILE BANKING

SERVICE PROVIDED BY ICICI BANK LIMITED

1. Definitions:
In this document the following words and phrases have the meaning set below unless
the context indicates otherwise:

"Accounts" refers to the account of the Client(s) with ICICI Bank for which the Client is
availing of the online service Corporate Internet Banking of ICICI Bank ;.Authorized
User. shall mean the Client and / or persons authorized by the Client to have access to
the Account through Corporate Internet Banking.

"Facility" shall mean the mobile banking facility of ICICI Bank availed of by the Client,
providing information relating to Account(s), details about transactions and such other
information and or services as may be offered by ICICI Bank, and available to a Client
through a mobile phone device, from time to time.

"Mobile Phone Number" shall mean the number specified by the Client or on behalf of
the Client on the Website or through a call centre against the name of an Authorised
User for availing the Facility.

"Personal Information" shall mean information in relation to or pertaining to the

Account.

“Customer“ shall mean a customer of ICICI Bank of an affiliate.

“website” refers to www.icicibank.com or any other website as may be notified by ICICI
bank from time to time.

Page No.45
2. Applicability of Terms and Conditions
These terms and conditions together with the application made by the Client and as
accepted by ICICI Bank shall form the contract between the Client and ICICI Bank, and
shall be further subject to such terms as ICICI Bank may agree with the other service
providers, aiding ICICI Bank in providing the Facility. These terms and conditions shall
be in addition to and not in derogation of the terms and conditions governing and related
to ICICI Bank Phone Banking, Corporate Internet Banking and the Account and / or any
other product / services provided by ICICI Bank and its Affiliates. By applying for and
allowing Authorized Users access to the
Facility, for the first time (and every time thereafter), the Client acknowledges and
accepts (and reaffirms his acknowledgment and acceptance of) these terms and
conditions, to the fullest extent possible.

3. . Application
Clients may avail of the Facility (and/or for any changes to the options available under
the Facility) in the following ways : if the person authorized to operate the Account or
the Persons
authorized to sign various documents on behalf of the Client for availing the Corporate
Internet Banking Services applies to ICICI Bank requesting ICICI Bank to provide the
facility to the Authorized Users. Such application may be made by filling in such forms,
request letters etc as ICICI Bank may prescribe from time to time; or Each Authorized
User may by themselves, through the use of Internet Banking Services, fill in such forms
as may be required and
prescribed by ICICI Bank, requesting ICICI Bank to provide such Authorized User with
access to the Facility. An Authorized User can avail of the Facility on behalf of the Client
only for itself and not on behalf of any other Authorized User and would necessarily
need to authenticate the application through use of the passwords provided to the
Authorized User for accessing the Account through Corporate Internet Banking. The

Page No.46
Facility shall be activated after a minimum of 2 working days from the date of receipt of
the application on the Website. In case of applications submitted on the printed format
as may be prescribed by ICICI Bank, the Facility shall be activated after a minimum of 7
working days from the date of receipt of the application at Operations Cell, Mumbai.

4. Eligibility
All Clients availing of the Corporate Internet Banking Services of ICICI Bank may avail
of the Facility. Only Authorized Users of all Clients would be eligible to avail of the
Facility. All or any transactions arising from the use of the Facility shall be binding on
the Client.

5. Availability of the Facility

ICICI Bank shall endeavor to provide to the Client through the Facility, such services as
ICICI Bank may decide from time to time. ICICI Bank reserves the right to decide what
services may be offered to a Client on the Account and such offers may differ from
Client to Client. ICICI Bank may also make additions / deletions to the services offered
through the Facility at its sole discretion. The Facility is made available to Authorized
Users on behalf of the Client, at the request of the Client, at the sole discretion of ICICI
Bank and may be discontinued by ICICI Bank at any time, without any notice or
communication of any kind. ICICI Bank reserves the
right to offer the Facility to only those Authorized Users of any Client who are availing
the services of specific cellular service providers. The Facility is currently available to
Accounts held with ICICI Bank’s branches in India. ICICI Bank shall have the discretion
to extend the Facility to such Accounts held at its branches not locatedin India but such
extension shall be subject to applicable laws of India and the jurisdiction in which the
Account is held. The Client agrees that access to the Facility shall only be through the
Mobile Phone Numbers and any transaction which originates from the same, whether
initiated by the Authorized User or not, shall be deemed to have been originated from
such Authorized Userand shall be binding upon the Client. The instructions received
by ICICI Bank from any of the MobilePhone Numbers (or purporting to have originated
from any Mobile Phone Number) shall be effected only after such authentication as may

Page No.47
be required by ICICI Bank, generally or specifically for any particular type of instruction,
from time to time, including though verification of password allotted by ICICI Bank to the
AuthorizedUser against whose name the Mobile Phone Number is registered.

6. Authority to ICICI Bank

The Client irrevocably and unconditionally authorizes ICICI Bank to access the
Accounts and the Personal Information for effecting the instructions and providing the
Facility to the Client, as well as for analysis, credit scoring and marketing. The Client
and the Authorized User agree that ICICI Bank may disclose, to other institutions, such
information in relation to the Client as may be necessary for any reason inclusive of but
not limited to the participation in any telecommunication or electronic clearing network,
in compliance with legal directive, for credit rating by recognized credit scoring
agencies, and for fraud prevention.

7. Records
All records of ICICI Bank relating to the Account and / or arising out of the use of the
Facility, including the recorded time of the transaction and the Authorized User
originating the transaction, shall be conclusive proof of the genuineness and accuracy
of the transactions in the Account. The authority to record the transaction details is
hereby expressly granted by
the Client to ICICI Bank.

8. Instructions
The Facility shall be availed through the Mobile Phone Number in the manner indicated
by ICICI Bank. The Client availing the Facility is solely responsible and liable for the
accuracy and authenticity of the instructions provided to ICICI Bank and the use of the
Facility by the Authorized Users or any other person on behalf of the Client. Where
ICICI Bank considers the instructions to be inconsistent or contradictory it may seek
clarification from the Authorized User

Page No.48
from who the instructions have originated before acting on such instructions. ICICI Bank
may however, in its discretion, act upon any such instruction as it may deem fit and the
Client agrees to be bound to such actions of ICICI Bank. ICICI Bank shall have the right
to suspend the Facility, whether generally or specifically in relation to an Authorized
User or a particular Client, if ICICI Bank has reason to believe that the operation of the
Facility or acting upon any instructions of an Authorized User may lead to direct or
indirect loss or may require an indemnity from Client(s) before continuing to operate the
Facility. The Client accepts that all information / instructions will be transmitted to and /
or stored at various locations and be accessed by personnel of ICICI Bank (and its
Affiliates). ICICI Bank is authorised to provide any information or details relating to the
Client to a third party to facilitate ICICI Bank in the providing the Facility and so far as is
necessary to give effect to any instructions.

9. Accuracy of Information
The Client undertakes (and further undertakes to require Authorized Users) to provide
accurate information and disclosures wherever required and shall be responsible for the
correctness of the information provided by him to ICICI Bank at all times including for
the purposes of availing of the Facility. ICICI Bank shall not be liable for consequences
arising out of erroneous information supplied by the Client or the Authorized Users.. The
Client shall indemnify and hold ICICI Bank harmless against any loss, damage or costs
suffered / incurred by ICICI Bank as a result erroneous information supplied by the
Client or the Authorized Users. If the Client / Authorized Users suspect that there is an
error in the information supplied by ICICI Bank to them, they shall advise ICICI Bank as
soon as possible. ICICI Bank, without any liability of any kind, will endeavor to correct
the error wherever possible on a best effort basis. While ICICI Bank and its Affiliates will
take all reasonable steps to ensure the accuracy of the information supplied to the
Customer, ICICI Bank and its Affiliates shall not be liable for any inadvertent
error, which results in the providing of inaccurate information. The Client and / or any
Authorized User shall not hold ICICI Bank liable for any loss, damages etc. that may be

Page No.49
incurred / suffered by the Client / Authorized User, if the information supplied to the
Client
turns out be inaccurate / incorrect.
If the Authorized User / Client has reason to believe that the Mobile Phone Number is /
has been allotted to another person and / or there has been an unauthorised transaction
in the Account and / or the Mobile Phone Number is lost, the Client / Authorized User
shall
immediately inform ICICI Bank under acknowledgment about the
same.

10. Disclaimer of Liability

ICICI Bank shall not be responsible to the Client or the Authorized User for any failure of
the Client and / or the Authorized User to utilize the Facility due to the Client and / or the
Authorized User not being within the geographical range within which the Facility is
offered; The Client agrees that ICICI Bank shall not be liable if : the Client has
breached any of the terms and conditions here in or the Client has contributed to or
caused the loss or the loss is a result of failure on part of the Client to advise ICICI Bank
within a reasonable time about unauthorised access of or erroneous transactions in the
Account or any loss is caused as a result of failure on part of the Client to advise ICICI
Bank of a change in or termination of the MobilePhone Numbers / SIM Card. ICICI Bank
is in no way liable for any error or omission in the services provided by any cellular or
any third party service provider (whether appointed by ICICI Bank in that behalf or
otherwise) to theClient, which may affect the Facility. ICICI Bank, does not warrant the
confidentiality or security of themessages whether personal or otherwise transmitted
through the Facility. ICICI Bank makes no warranty or representation of any kind
in relation to the system and the network or their function or performance or for any loss
or damage whenever and howsoever suffered or incurred by the Client or by any person
resulting from orin connection with the Facility. ICICI Bank shall under no
circumstance be held liable to the Client or the Authorized User if the Facility is not
available or there is any delay in the carrying out of the instructions for any reasons

Page No.50
whatsoever including but not limited to natural calamities, legal restraints, faults in the
telecommunication network or network failure, or any other reason beyond the control of
ICICI Bank. Without limitation to the other provisions of these Terms and Conditions,
ICICI Bank, its employees, agent or contractors, shall not be liable for and in respect of
any loss or damage whether direct, indirect or consequential, including but not limited to
loss of revenue, profit, business, contracts, anticipated savings or goodwill, loss of use
or value of any equipment including software, whether foreseeable or not, suffered by
the Client or any person howsoever arising from or relating to any delay, interruption,
suspension,
resolution or error of ICICI Bank in receiving and processing the request and in
formulating and returning responses or any failure, delay, interruption, suspension,
restriction, or error in transmission of any information or message to and from the
telecommunication equipment of the Client and the network of any cellular service
provider and ICICI Bank’s system or any breakdown, interruption, suspension or failure
of the telecommunication equipment of the
Client, ICICI Bank’s system or the network of any cellular service provider and/or any
third party who provides such services as is necessary to provide the Facility. Illegal or
improper use of the Facility by the Authorized User or any other person shall render the
Client and the Authorized User liable for payment of financial charges as decided by
ICICI Bank and / or will result in suspension of the Facility to the Client.
Notwithstanding anything to the contrary stated herein, ICICI Bank shall not be
involved in or in any way be liable to the Client for any dispute between the Customer
and a cellular services provider or any third party service provider (whether appointed
by ICICI Bank in that behalf or otherwise). The Client and the Authorized User are
solely responsible for protecting any password given by ICICI Bank for the use of the
Facility. ICICI Bank will not be liable for : any unauthorised use of any password(s)
given to any Authorized User or Mobile Phone Number or for any fraudulent, duplicate
or erroneous instructions given by use of the Client.s password or Mobile Phone
Number; acting in good faith on any instructions received by ICICI bank.
11. Indemnity

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 In consideration of ICICI Bank providing the Facility, the Client agrees to indemnify
and keep ICICI Bank safe and harmless from and against all actions, claims, demands,
proceedings, loss, damages, costs, charges and expenses whatsoever which ICICI
Bank may at any time incur, sustain, suffer or be put to as a consequence of or arising
out in good faith for acting on or omitting or refusing to act on any instructions given by
use of the Facility.
The Client holds ICICI Bank / its Affiliates, harmless against any loss incurred by the
Client due to failure in the network of the cellular service provider. The Client agrees to
indemnify and hold ICICI Bank harmless for any losses occurring as a result of : the
Client permitting persons other than the Authorized Users to use the Facility through
any means; and any Authorized User permitting any other person to have access,
whether deliberately or inadvertently, to the Mobile .Phone Number.

12. Fees
ICICI Bank shall have the discretion to charge such fees as it may deem fit from time to
time and may at its sole discretion, revise the fees for use of any or all of the Facility.
Such fees shall be notified on the Website and the Client would be expected to apprise
itself of the same. Any
transactions conducted on behalf of the Client, post such notification,shall imply the
Clients acknowledgement and acceptance of the fees posted on the Website. The
Client may at any time discontinue or unsubscribe from the Facility either fully or in
respect of certain of its
Authorized Users by following the procedure prescribed in Term 13 hereof. The Client
shall be liable for payment of airtime or other charges which may be levied by any
cellular service provider in connection with the Facility and ICICI Bank shall in no way
be concerned with the same. The fees payable by the Client is exclusive of the amount
payable to any cellular service provider and would be debited from the account of the
Client on a monthly basis. The Customer shall be required to refer to the schedule of
fees put up on the Website from time to time.

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13. Termination
The Client may request for termination, in part or in whole, of theFacility any time by
giving a written notice of at least 15 days to ICICI Bank. The Client will remain
responsible for any transactions originating from a Mobile Phone Number through the
Facility prior to the conclusion of the aforementioned 15 days. ICICI Bank may, at its
discretion, withdraw temporarily or terminate the Facility, either wholly or in part, at any
time without giving prior notice to the Client. ICICI Bank may, without prior notice,
suspend the Facility at any time during which any maintenance work or repair is
required to be carried out or in case of any emergency or for
security reasons, which require the suspension of the Facility or if the Customer has
breached these terms and conditions or ICICI Bank learns of the existence of any
circumstance which in its opinion would result in the Customer being unable to carry on
its obligations herein to the fullest extent possible. The closure of the Accounts and /
or termination of the Corporate
Internet Banking Services by the Client will automatically terminate the Facility.

14. Notices
ICICI Bank and the Client may give notice under these terms and conditions
electronically to the mailbox of the Client (which will be regarded as being in the writing)
or in writing by delivering them by hand or by sending them by post to the last address
given by the Client and in
case to ICICI Bank at its operations office at ICICI Bank Ltd, 4A, 4th Floor, Chandivli
Farm Road, Near Chandivli Studio, Andheri (East), Mumbai - 400072. In addition, ICICI
Bank may also publish notice of general nature regarding the Facility, which are
applicable to all Clients on its Website.
Such notice will be deemed to have been served individually to each Client.

15. Governing Law

Page No.53
Any dispute or differences arising out of or in connection with the Facility shall be
subject to the exclusive jurisdiction of the Courts of Mumbai and shall be governed by
the laws of India.
ICICI Bank accepts no liability whatsoever, direct or indirect for noncompliance with the
Laws of any country other than that of India. The mere fact that the Facility can be
accessed by a Client in a country other than India does not imply that the laws of the
said country govern these
terms and conditions and / or the operations in the Accounts and / or the use of the
Facility.

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3.2MOBILE ALERTS

Definitions:
In these Terms and Conditions, the following terms shall have the following meanings:

"Alert(s)" means the customized messages sent to the Client over his mobile phone as
short messaging service ("SMS" ) in response to the Triggers sent by the Client.
"Alert/Push Facility" shall mean the service provide by ICICI Bank wherein a Client can
obtain specific information pertaining to his Account on his Mobile Phone number.
"Request/Pull Facility" shall mean facility through which Clients will be able to make
requests about their Accounts by sending "key words" through SMS to Mobile Phone
Number provided by ICICI Bank for the
purpose.
"Triggers" means the customized triggers that are required to be set by the Client with
ICICI Bank which shall enable ICICI Bank to send the Alerts relating to his Account.

1. Applicability
All corporate Clients having account relationship with ICICI Bank can avail of this
service.The last updated mobile number in the records of ICICI Bank would be used to
send the Alerts. Currently, Alert Facility is not offered for two Mobile numbers for the
same account.Such Alerts will be available to the Client only if the Client is within the
cellular service range of the particular cellular service provider or within such area which
forms part of the roaming network of such
cellular service provider providing services to the Client availing such roaming facility
from respective cellular service provider.
2. Process
To receive Alerts, the Client may select and set all or any of the Triggers by submitting
an application in the prescribed format as applicable or by any other mode as notified by
ICICI Bank from time to time. The Client shall be required to acquaint himself with the
detailed process for using Mobile Alerts and ICICI Bank shall not be responsible for any
error made by the Client while setting the Triggers. In setting of the Triggers by the

Page No.55
Client, the terms and conditions as applicable to ICICI Bank Phone Banking, ICICI Bank
Internet Banking and ICICI Bank Mobile Phone Banking shall also apply. The Client
acknowledges that Alert Facility will be
implemented in a phased manner and ICICI Bank may at a later stage, at its discretion,
send Alerts over email, expand the available Triggers or Alerts to meet Client
requirements, or may discontinue all or any of the facility/features. ICICI Bank may, from
time to time change the features of any Trigger or Alert. The Client shall be required to
keep himself informed of the available Triggers or Alerts, which will be made available
on the Website. The Client may,
from time to time, modify the Triggers selected by him, without the necessity of a fresh
registration. Any Client availing the Facility will be provided with Alert Facility and/or
Request Facility as may be decided by ICICI Bank from time to time Keywords for
various information requests shall be as may be provided for, from time to time,
including on the application forms, or available at ICICI Phone Banking centers and/or
on the Website.
3. Setting Triggers and Receiving Alerts
ICICI Bank will not acknowledge receipt of any instructions or Triggers nor shall ICICI
Bank be responsible to verify any Instructions or Triggers or the Client’s TPIN or
password or Mobile
Phone Number. ICICI Bank will endeavor to give effect to Instructions and Triggers on a
best effort basis and as soon as practically possible for ICICI Bank. ICICI Bank may, in
its discretion,
not give effect to any Triggers if ICICI Bank has reason to believe (which decision of
ICICI Bank shall be binding on the Client) that the Triggers are not genuine or otherwise
improper or unclear or raise a doubt or in case any Triggers cannot be put into effect for
any
reasons whatsoever. The Client is responsible for intimating to ICICI Bank any change
in his Mobile Phone Number or email address or Account details and ICICI Bank will not
be liable for sending Alerts or other information over the Client’s mobile phone
number/email

Page No.56
address /fax number recorded with ICICI Bank. The Client acknowledges that to receive
Alerts, his mobile phone number must be active and accessible. The Client
acknowledges that if the Client’s mobile phone number remains inaccessible for a
continuous period (such period dependent upon service providers) from the time an
Alert message is sent by ICICI Bank, that particular message may not be received by
the Client. Triggers will be processed by ICICI Bank
after receipt and ICICI Bank shall have the discretion to determine the time taken to
process such request. The Client acknowledges that there shall be an intervening
period between receipt of Triggers by ICICI Bank, process of the Triggers and the time
that the Alerts
are sent. The Client acknowledges that the Facilities provided is dependent on the
infrastructure, connectivity and services provided by service providers engaged by ICICI
Bank. The Client accepts that timelines, accuracy and readability of Alerts sent by ICICI
Bank will
depend on factors affecting other service providers engaged by ICICI Bank. ICICI Bank
shall not be liable for non-delivery or delayed delivery of Alerts, error, loss or distortion
in transmission of Alerts to the Client. ICICI Bank shall endeavor to provide the Facility
on a best effort basis and the Client shall not hold ICICI Bank liable for non-availability
of the Facility or non-performance by service providers, if any, engaged by ICICI Bank
or any loss or damage caused to the Client as a result of use of the Facility (including
relying on the Alerts for the Client’s commercial, investment or business purposes) for
causes which are not attributable to ICICI Bank. ICICI Bank shall not be liable in any
manner to the Client in connection with the use of the Facility. The Client accepts that
each Alert may contain certain Account information relating to the Client.
The Client authorises ICICI Bank to send Account related information, though not
specifically requested, if ICICI Bank deems that the same is relevant. ICICI Bank shall
not be held responsible for the confidentiality, secrecy and security of the Personal or
Account information being sent through the Facility.

4. Fees

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ICICI Bank reserves the right to charge for the Alert Facility and revise such charges
and such updates in charges shall be intimated to the Client through Alerts/ display on
the Website depending upon the discretion of ICICI Bank.

5.Disclaimer
ICICI bank may , at its sole discretion , utilize the services of external service providers
or agents and on such term as required or necessary, in relation to its products.

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3.3 CASE STUDIES: RELIANCE INFOCOM, INDIA

When reliance infocom, india rolled out its CDMA network (at the time the mobile
market in india was still in infancy , and data service were almost never heard off) it
made sure that all handset supported java. The reliance application platform , also
known as R-world brought java compatibility even to the lower anend phones. Reliance
use to novel what to over come the memory limitation of the power end mobile phones ,
which hampered deploying of multiple standalone. J2ME based client instead of storing
application statically in their call phones, user access a single menu based the
application called R-world , which connect menu based user interface , mobile user
select the application which they want to run download them over the air to their cell
phones. These application are then executed locally on the mobile. From mid 2004
reliance tied up with two of popular private sector banks HDFC and ICICI to provide a
host of their enquiry and transection based mobile banking services through is R-world
environment.

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 CHAPTER 4 DATA ANALYSIS AND INTERPRETATION

1. Do you use mobile banking?

Yes

No

Total no of people Yes No

100% 70% 30%

Interpretation:

In this chart , 70% people use mobile banking because it provide Real time access
through a secure connection.Private and convenient, no need to visit branch , or be
near a personal computer telephone. And 30% people doesn’t use mobile banking
because they are unaware of mobile banking and its uses.

2. Is mobile banking convenient to use?

Yes

No

Total no of people Yes No

100% 60% 40%

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Interpretation :

In this chart , 60% people think mobile banking is convenient to use because it provide
Real time access through a secure connection.Private and convenient no need to visit
branch , or be near a personal computer telephone. And 40% people think mobile
banking is inconvenient to use because theydoesn’t use mobile banking and they are
unaware of mobile banking and its uses.

3. What services you using mobile banking?

Mobile Banking Usage

Services (%)
Transfer Funds 44
Check Balance 25
Create E-Pin 5
Manage Payouts 10
Schedule Transfers 8
Business Reports 5
Cheque Book Request 3

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 50
Usage (%)
45
40
35
30
25
20
Usage (%)
15
10
5
0
Transfer Check Create E- Manage Schedule Business Cheque
Funds Balance Pin Payouts Transfers Reports Book
Request

Interpretation :

In this table most people uses mobile banking for transferring funds because by traditional method it
takes so much time to transfer fund.

4. Which bank are you using mobile banking services?

Mobile Transactions
Banks
(Lakhs)
SBI 52.3
ICICI 19.5
Axis 13.6
YES 4.3
HDFC 3.5
Citi 3
Kotak M 2.9
Others 3

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Interpretation :

In this chart most people uses SBI mobile banking services because SBI is the national bank and it runs
under government control and it provides a good service.

5. Do you feel that mobile banking is secure?

Yes
No

Total no of people Yes No

100% 65% 35%

Interpretation :

In this table most people think mobile banking is secure because mobile banking uses a high level
security protocols and payment gateways. And some people think it is not secure because they suffer
from a fraud or they shared their password with someone else.

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 6. What are the charges you pay for mobile banking?

Duration Percentage
No Charges 50
Charge/Transaction 30
(tickets)
Quaterly 5
Annually 15

Percentage
60

50

40

30
Percentage
20

10

0
No Charges Charge/Transaction Quaterly Annually
(tickets)

Interpretation :

in this chart the information provided is as per company norms.

7. . from which location you using mobile banking?

Urban
Rural
suburban

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 Location Usgae(%)
Urban 35
Rural 32
Suburban 33

CHART 4.6.6

INTERPRETATION :

According to this graph 35% people are convenient to use mobile banking because
they live in urban area and they knows about mobile banking.

8. .How frequently you use mobile banking ?

CHART 4.7.7

INTERPRETATION:

In this graph 50% people normally using mobile banking and 15% and 35% people are
widely are rarely using mobile banking services . because village people not aware
about mobile banking.

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 RECOMMENDATION

Some guidelines and consideration banks need to follow implementing mobile banking
are:

 Application server should be easy to install , configure and add new service.
 Client application must be easy to install , customized , and add new handheld
devices.
 Integration with other servers and back and services must be easy to implement .
 The advantages of using standard protocol are attainable mainly through open
system .

For smaller financial institution ,like credit unions , the outsourcing of the wireless
services can solve most of the impediments they would face. Besides the lack of
resources and expertise, other reasons for out sourcing are:

 Financial institution will not divert from its core business.

 Improve the time to implement the services.

 Cost and budget can be predicated with more accuracy.

 Wireless services will use the latest in technology.

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 CHAPTER 5
CONCLUSION

By completing this project, I came into conclusion that mobile banking is the
product.Mobile banking refers to the facility allowed by certain banking in India
Where by the mobile phone holder can take certain banking transaction through
mobile phone.

By coming of mobile banking it is easy for customer to find out the information
from the account in the bank. I hone anybody who will go through this project
would be convinced and satisfied with the work .the area of my project is limited
to i.e. ICICI BANK (Bandar- kurla branch). The study is on mobile banking which
is recently new services offered by bank to the customer.

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 BIBLOGRAPHY

 BOOK : Ecommerce in Indian Banks

 Magazines : professional banker the ICEAI university
 Business world
 Economic times
 Wikipedia
 www.google.com
 www.icicibank.com

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