A

SUMMER INTERNSHIP PROJECT REPORT

ON

“CUSTOMER ATTITUDE TOWERDS E-BANKING FACILITIES”

WITH REFFERENCE TO

JUNAGADH COMMERCIAL CO-OPERATIVE BANK’S CUSTOMERS.

Submitted to:-

Institute code: 736

Institute name:-

N.R. VEKARIA INSTITUTE OF BUSINESS MANAGEMENT STUDIES

Under the guidance of

Prof. Mital Devani

In Partial Fullfillment of the Requirement of the Award of the Degree of

Master of Business Administration (MBA)

Offered by

GUJARAT TECHNOLOGICAL UNIVERSITY AHMEDABAD

Prepared by:-

Gohel Nidhi N.

Enrollment no: - 207360592008

M.B.A (Semester – III)

Month & Year:-

September 2021
Company Certificate

2
 DECLARATION

I hereby declare that the Summer Internship Project Report titled

“CUSTOMER AWARENESS TOWARDS E-BANKING” at
“JUNAGADH COMMERCIAL CO-OPERATIVE BANK” is a result
of my own work and my indebtedness to other work publications,
references, if any, have been duly acknowledged. If I am found guilty of
copying from any other report or published information and showing as my
original work, or extending plagiarism limit, I understand that I shall be
liable and punishable by the university, which may include ‘Fail’ in
examination or any other punishment that university may decide.

Enrollment No. Name Signature

207360592008 Gohel Nidhi N.

Place:- Date:-

3
 External Examiner Review
This is to certify that project work embodied in this report entitled “Customer
Satisfaction” was carried out by Gohel Nidhi and 207360592008 of N.R Vekaria
Institute Of Business Management Study and code 736.

The report is approved/not approved.

Comments of external examiner

This report is for the partial fulfilment of the recruitment of the award of the degree of
Master of Business Administration offered by Gujarat Technological University.

___________________

(Examiner’s sign)

Name of Examiner:

Institute Name:

Institute Code:

Date:

Place:

4
 INSTITUTE CERTIFICATE

J.J.C.E. Trust Sanchalit

N.R.VEKARIYA INSTITUTE OF BUSINESS MANAGEMENT
STUDIES

Bilkha Road, Junagadh – 362001

This is to certify that this summer internship project report for “CUSTOMER

ATTITUDES TOWARDS E-BANKING” is the bonafide work of GOHEL

NIDHI Enrolment number is a 207360592008 who has carried out his project under
my supervision. I also certify further, that to the best of my knowledge the work reported
here in does not form part of any other project report or dissertation on the basis of
which a agree of award was conferred on an earlier occasion on this or any other
candidate. I have also checked the plagiarism extent of this report which is % and it’s
below the prescribed limit of 30%. The separate plagiarism report in the form of html/
PDF file is enclosed with this.

Rating of project report (A / B / C/ D /E):-........

Signature of the faculty guides

Signature of the principal / Director

5
 PREFACE

E-banking or Internet banking is the new innovation to do banking

transaction. Years ago E-banking was not mandatory in the Indian market; but its usage
saw a huge hike in the last couple of years with the surge of smart phones, high speed
internet connectivity. Currently many banks provide E-banking facilities to their
customer.

This report upgrades my practical knowledge about the E-banking. The

project gives an insight of the banking industry. It basically helps to understand the
different types of E-banking. It helps to know what are the basis on which customers
choose a particular service or type of E-banking.

From last 2 3 years, customer perception in doing bank transaction is

change. They mostly prefer to do online transaction and because of this E-banking
facilities is on developing stage. This facilities is time consuming and less costly.

Now-a-days, Every bank is working on providing E-banking facility to

their customer.

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 ACKNOWLEDGEMENT

Every project big or small is successful largely due to the effort of a

number of wonderful people who have always given their valuable advice or lent a
helping hand. I sincerely appreciate the inspiration; support and guidance of all those
people who have been instrumental in making this project a success.

I, NIDHI GOHEL, the student of N.R.VEKARIA INSTITUTE OF

BUSINESS MANAGEMENT STUDIES, am extremely grateful for the confidence
bestowed in me and entrusting my project entitled “CUSTOMER ATTITUDES
TOWARDS E-BANKING”

At this juncture I feel deeply honored in expressing my sincere thanks to

Prof. MITAL DEVANI. for assisting me in compiling the project and making the
resources available at right time and providing valuable insights leading to the successful
completion of my project. I would also like to thank all the faculty members of
N.R.VEKARIA INSTITUTE OF BUSINESS MANAGEMENT STUDIES for their
critical advice and guidance without which this project would not have been possible.

Last but not the least I place a deep sense of gratitude to my family
members and my friends who have been constant source of inspiration during the
preparation of this project work.

7
 TABLE OF CONTENT

Sr. No. Chapters Particulars Pg no.

1 Introduction of Industry 9
2 Introduction of Company 18
3 Introduction of Topic 43
Chapter 1
4 Introduction of Topic with Company 53
5 Chapter 2 Review of Literature 56
6 Research Methodology 58
7 Problem Statement 58
8 Objective of Study 58
Chapter 3
9 Scope of Study 59
10 Limitations of Study 59
11 Setting of Hypothesis 60
12 Research Design 61
13 Data Collection 62
14 Chapter 4 Population of Study 62
15 Sample Size 62
16 Tools and Techniques 63
17 Chapter 5 Analysis and Interpretation 65
18 Chapter 6 Findings , Suggestions & Conclusion 84
19 Chapter 7 Bibliography 87
20 Chapter 8 Annexure / Questionnaire 88

8
INTRODUCTION
OF BANKING
INDUSTRY

9
 The banks have become an essential component of most of the
economies as banking services are described as “engines for economic growth” or act as
“conduits towards promoting economic growth”.

Considering the benefits of using internet the banks have started to invest
in this newly created market. At the initial level, banks mainly focus on developing the
commercial web- sites, with the purpose of promoting their products and services using
the internet.

With the rapid development of technology, internet plays a significant

role in changing the banking scenario. It provides an online platform for various
banking transactions through which it offers various services like online payment,
online fund transfer, online stock trading and online shopping etc. The use of internet as
a delivery channel for banking services is increasing widely in banking sector. Internet
banking facilities enable financial institution and customer to access their accounts,
transactions and getting information on financial products & services.

Now a day’s most of the commercial banks have launched various

services through internet banking including latest service like opening online saving
accounts and demand for these services is increasing rapidly.

10
 GROWTH OF INDUSTRY IN INDIA
 Early phase of ancient times

The origin of banking in India can be traced back to almost the Vedic
period. The transformation from pure money lending to proper banking appears to have
taken place before the times of Manu. Manu, a great Hindu jurist, has devoted a section
of his work explaining the deposits and advances and he even laid down certain rules on
rates of interest. Throughout Mauryan period and later on, desi bankers played some role
in the economy of the country. However, it was during the Mogul period that indigenous
bankers started playing a vital role in lending money and financing of the foreign trade
and commerce.

 Second phase from 1786 to 1969

Banking on European lines started in India, when two British managing

agency houses, namely Ferguson and Co. and Alexander and Co. set up the first joint
stock bank in 1786 in the name of General Bank of India. Later on Bank of Hindustan
also came into existence which carried on the business till 1906.

East India Company established three banks; namely, The Bank of Bengal
in 1809, The Bank of Bombay in 1840, and Bank of Madras in 1843. They were
collectively called Presidency Banks and were well functioning independent units.

A number of private banks had been established by the businessmen from

mid of the 19th century onwards. In the surcharged atmosphere of Swadeshi movement, a
number of banks with Indian management, namely, Punjab National Bank Ltd., Bank of
India Ltd., Canara Bank Ltd, Indian Bank Ltd. etc. were established.

The Reserve Bank of India was established as the Central bank of the
country in 1935 under an act called Reserve bank of India Act. In 1955, the Imperial
Bank of India was nationalized and was given the name "State Bank of India”. On July
19, 1969, 14 major banks were nationalized.

11
 Third Phase from 1969 to 1991

The three decades after nationalization saw a phenomenal expansion in the

geographical coverage and financial spread of the banking system in the country.

In 1980, another six banks were nationalized, and thus raising the number
of nationalized banks to 20.In the post
post-nationalization
nationalization era, no new private sector banks
were allowed to be set up. However, in 1993, in recognition of the need to introduce
greater competition which could lead to higher productivity and efficiency of the banking
system, new private
ivate sector banks were allowed to be set up in the Indian banking system.

 Forth phase from 1996 till date

New delivery channels like ATM, Mobile banking and Internet banking
and convenience of any branch banking and auto sweep products introduced by new
private and MNC banks. Communication infrastructure improves and becomes cheap.

TYPES OF BANK

12
 MAJOR PLAYERS OF INDUSTRY

Below is the list of Top 10 Top Banks in India in terms of size

for 2021:

India is home to 27 Public Sector Banks, of which 21 are

Nationalised Banks and 6 belong to the State Bank Group. In addition 45
Foreign Private Sector Banks are there, which support the Indian banking
system.

HDFC Bank

State Bank of India

ICICI Bank

Axis Bank

Kotak Mahindra Bank

IndusInd Bank

Yes Bank

Punjab National Bank

Bank Of Baroda

Bank Of India

13
 Let’s us have a look at the 3 Top Banks in India in terms of size.
size

 Housing Development Finance Corporation Ltd. ( HDFC )

Type Private Company

Industry Financial Services

Founded 1994

Key Person Aditya Puri

Head quarters Mumbai – India

Area served India

Products Banking

Rs1,189,432
1,189,432 crore (US$170 billion)
Asset
(2019)

Number of Branches 5,314 (30th September 2019)

Number of ATMs 13,514 (Across India)

Number of Employees 1,04,154 (30th June 2019)

Official Website https://www.hdfcbank.com/

14
 State Bank of India (SBI)

Type Public Company (Government of India)

Industry Banking, Financial Services

2nd June 1806 – Bank of Calcutta

27th January 1921 – Imperial Bank of India
Founded
1st July 1955 – State Bank of India
2nd June 1956 – Nationalization

Key Person (chairperson) Shri Rajnish Kumar

Headquarters Mumbai – India

Area served Worldwide

Banking, finance & insurance, investment banking, mortgage

Products loans, private banking & equity, savings, securities, , credit
cards

Asset 36.80914 trillion (US$520 billion) (2019)

24000 branches in India & Over 190 offices in 35 countries

Number of Branches
across the world

Number of ATMs 59,291

Number of Employees 2,57,252 (2019)

Official Website https://sbi.co.in/

15
ICICI Bank

Type Private Sector

Industry Banking & Financial Sector

Founded 1994

Key Person (Chairperson) Sandeep Bhakshi

Head quarters Mumbai – India

Area served Worldwide

Credit cards, consumer banking, corporate banking, finance and

Products insurance, investment banking, mortgage loans, private banking,
wealth management, personal loans, payment solutions

Asset Rs. 1,007,068 crore (US$140 billion) (2019)

Number of Branches 5,275

Number of ATMs 15,589

Number of Employees 84,922 (2019)

Official Website https://www.icicibank.com/

16
 INTRODUCTION OF CO-OPERATIVE BANK

Definition :-
A co-operative bank is a financial entity which belongs to its members,
who are at the same time the owners and the customers of their bank. It is often
established by people belonging to the same local or professional community having a
common interest. It is formed to promote the upliftment of financially weaker sections of
the society and to protect them from the clutches of money lenders who provide loans at
an unreasonably high-interest rate to the needy. The co-operative structure is designed on
the principles of cooperation, mutual help, democratic decision making and open
membership. It follows the principle of ‘one shareholder, one vote’ and ‘no profit, no
loss’.

Co-operatives Banks are registered under the Cooperative Societies Act,

1912. These are regulated by the Reserve Bank of India and National Bank for
Agriculture and Rural Development (NABARD) under the Banking Regulation Act,
1949 and Banking Laws (Application to Cooperative Societies) Act, 1965.

Co-operative banks differ from commercial banks on the grounds of

organisation, governance, interest rates, the scope of functioning, objectives and values.

17
 HISTORY OF CO-OPERATIVE BANK

Over the years, the difference between co-operative banks & commercial
banks has blurred as they all have come under a common law. All products & services
are offered by co-operative banks are on the par with commercial banks, with a few
exceptions related to government business. In 1904 the cooperative movement started in
India with a view to provide finance to the agriculturist at a low rate of interest. The co-
operative society has to take the place of the money lenders & provide cheap loan to the
farmers for productive purposes. Even though many types of co-operative societies have
been started particularly for the artisans & others. The most common form of such
societies deal in rural credits. And today co-operative banks have started verities of
Services with different technologies.

Once Mahatma Gandhi has remarked that “There is sweetness in

cooperation; There is no one who weak or strong among those who co-operate. Each is
equal to other.”

Over a period of time, a strong co-operative network made its way into
rural areas with Gujarat, Maharashtra and Andhra Pradesh leading the way. The original
founders of the co- operative movement were people with integrity, foresight and vision.
However, with the passage of time, there has been erosion in the quality of leadership in
this sector.

18
 ROLE OF CO-OPERATIVE IN INDIAN ECONOMY

In today’s competition era it is necessary that all work in cooperation. As

rightly said that “United we stand, Divided we fall”. So co-operative banks become
necessary for the society. Also our nation is the agriculture based where 60% people live
on agriculture and farming. So cooperative banks provide low interest loan to farmers.

Our government adopted LPG policy in 1991 so cooperative banks also

need to reform. It has become necessary to make co-operatives more competitive and
market oriented. The old vision of cooperatives as merely government sponsored
institutions or as individual driven organization would have to give way to a new vision
of co-operatives where in the co-operative become “competitive business units” to play
an active and effective role in economic welfare of its members. This calls for-creation
and development of new type of co-operatives institutions and re-engineering and re-
innovation of existing cooperatives to meet the challenges of new economic scenario. In
liberalized market economy cooperatives provide protection to people and make possible
survival of weakest also.

19
 FEATURES OF CO-OPERATIVE BANK

 Some of the main features or characteristics of cooperative banks are:

 Customer-owned entities

The members of cooperative banks are both the owners and the customers of the bank.
Thus, the aim of the cooperative bank is not to maximize profits but to provide the best
possible services to its members. Some of the cooperative banks also admit non-members
so as to provide them with banking services.

 Democratic member control

Cooperative banks are owned and controlled by members, who democratically elect the
board of directors. The basic principle of co-operatives “one man one vote” is followed,
irrespective of the number of shares held by a member, which ensures that no member
enjoys any arbitrary power over other members.

 Profit allocation

A specified portion of the profits are transferred to Statutory Reserve and other reserves,
and then a fair rate of interest is paid on the capital subscribed by the members. A part of
this profit can also be distributed to the co-operative members, with legal and statutory
limitations in most cases.

 Inclusion of rural masses

It plays a significant role in the financial inclusion of unbanked rural masses.

20
 Functions of Cooperative Banks

 It provides financial assistance to people with small means and protects them from
the latches of money lenders providing loans and other services at a higher rate at the
expense of the needy.

 It supervises and guides affiliated societies.

 Rural financing- It provides financing to rural sectors like cattle farming, crop
farming, hatching, etc. at comparatively lower rates.

 Urban financing- it provides financing for small scale industries, personal finance,
home finance, etc.

 It mobilises funds from its members and provides interest on the invested capital.

Objectives of Cooperative Banks

 To provide rural financing and micro-financing.

 To remove the dominance of money lenders and middleman.

 To provide credit services to agriculturalists and weaker sections of the society at

comparatively lower rates.

 To provide financial support and personal financial services to small scale industries,
housing financial assistance, etc.

 To provide basic banking services to its members.

 To promote the overall development of rural areas.

21
 COMPANY
OMPANY PROFILE : JCOM BANK

HISTORY OF JCOM BANK

The Junagadh Commercial Co

Co-Op.
Op. Bank Ltd. is the largest Co-operative
Co
Bank in the Junagadh District – Gujarat Saurashtra. The Junagadh Commercial Co-
Co
operative Bank Ltd was registered under the Co
Co- operative Society Act on Reserve Bank
License no. GJ 521P, was established on 18th Feb. 1971. At that time the farmers, small
shopkeepers and the workers of small villages used to borrow money from
“SHAHUKARS” at high rate of interest. Their life became miserable diem per diem.
Their life was ruined due to various kinds of exploitation.

The entrepreneur of the bank, ‘Shri Chandrakant Malvia’,

Malvia was aware
about these problems. He wished to free these peoples from the exploitation. After a lot
of thinking, he felt that if a co
co-operative bank is established in an economically backward
area like Junagadh, the farmers, small workers, businessmen and other people will get a
relief from these and thus the Junagadh Commercial Co
Co-operative
operative Bank came into
existence.

The Bank was started with one branch at “Choksi Bazar” Junagadh. The
working of bank was started on 30th Sep, 1971 in Junagadh city under supervision of

22
highly knowledgeable manager Mr. Ambalal Shah. In the beginning, the bank provides
finance to farmer and small businessmen at feasible and low rate of interest. The bank
progressed at a slow and steady pace. Observing the progress and working of bank, the
surrounding for the expansion and opening of branches.

On a way to succession of Banking, a younger co-operative leader “Shri

Dollar Kotecha” was elected as a Chairman in 1991. Under leadership of Dollar Kotecha,
bank achieved so many successful milestones

As on date, JCOM Bank has maintained an impeccable record of

uninterrupted profits and payment of dividend since its inception. In the 47th year of its
existence, it has soared above its peers to achieve a total business of `254 crore
(unaudited) comprising deposits of `164 crore (unaudited) and advances of `90 crore
(unaudited) as on 31st March, 2018.
Our current Chairman, Vice Chairman, Managing Director, Board of Directors,
Shareholders and all our Banking Staff are fully focused towards a common goal of
providing delightful banking experience to our Family of Customers .

Bank has 14 branches including its head office. Bank maintains all the
branches work regularly. Banks have its own application on Google play store. Recently,
bank completed 50 years at junagadh and on this ocassion, bank organised meeting of
board of director, in this meeting, former chairman, Shri Dollarbhai kotecha announced
12% dividend to its members and decline interest rate by 0.5% on CC-OD services.

23
 BANK PROFILE

NAME : Junagadh Commercial Co-op bank

ADDRESS HEAD OFFICE : Chandrakant Malaviya Smruti Bhavan,

Choksi bazar,

Junagadh, Gujarat 362001

DATE OF ESTABLISHMENT : 18-02-1971

REGISTRATION NO. : se8821

RESERVE BANK LICENCE NO. : GJ 521 P

TOTAL BRANCHES : 13

ADDRESS BRANCH OFFICE : Shop no. 1 to 3,

Natraj Chembers,

Nehrupark Co Operative Housing Soc. Ltd,

Nr. Trimurti Multi Specialist Hospital

Bus Station Road, Junagadh

FOUNDER : Shri Chandrakant J. Malaviya

TYPE OF BANK : Commercial Co-operative

CONTACT NO. : 0285-2634330

E-MAIL : [email protected]

24
CHAIRMAN : Ashish J. Mankad

C.E.O. : Rajesh Maradiya

MANAGING DIRECTOR : Popatlal D. Gadhvi

WORKING TIME : 10:00 am to 6:00 pm

WEEK OFF : All Sunday off

2nd and 4th Saturday off

National holiday off

25
 BOARD OF DIRECTOR

1. Ashish J. Mankad - Chairman

2. Popatlal D. Gadhvi - Managing Director

3. Nikesh R. Mashru - Vice Chairman

4. Devidasbhai Ramchandani - Director

5. Ashish J. Parekh - Director

6. Dollar V. Kotecha - Director

7. Bhavesh V. Vora - Director

8. Rajendra N. Jobanputra - Director

9. Manish A.Gosai - Director

10. Pritiben D. Kotecha - Director

11. Jayantilal M. Bhatt - Director

12. Jayminbhai Gadhiya - Director

13. Dattartreya R. Kogje - Branch Director - Kodinar

14. Govindbhai R. Devani - Branch Director - Keshod

15. Ashok L. Jeevani – Branch Director - Manavadar

16. Jitendrakumar R. Sejani - Branch Director - Gandhinagar

17. Falgun B. Upadhyay - Branch Director - Limbdi

18. Vipulkumar V. Pobari - Branch Director - Mendarda

19. Dilipkumar V. Kanabar - Branch Director - Visavadar

20. Jitendra K. Shah - Branch Director - Jamnagar

26
ORGANISATION STRUCTURE

Chairman

Vice chairman

Managing director

Manager

Assistant manager

Operational manager

Department head

Support staff

27
 VISION & MISSION OF BANK

 VISION:-
 Implement Rupay ATM Cards within financial year 2016-17,
and provide this cards to most off the customers.

 Promotion of APB / ACH Credit Payments By NPCI (LPG

Subsidy etc.).
 Implement Bank’s Own Data Centre with ultra morden facilities as early as possible.
 To encourage usage of banking services in rural areas as well as in semi urban areas under
operation of area of bank.

 MISSION:-
 Our Primary mission is to serve all modern banking facility to all customers with
traditional relationship banking.
 Become a 1st Co-operative bank of the state to give various
and innovative services to our Customers like any other
Nationalized and commercial Bank.
 The Bank has not only accomplished but also surpassed all its previous business goals
so far and is once again poised to achieve and exceed its immediate mission of `200
crore of business mix by 31st March, 2018 before moving on to the next goal of
`1,000 crore of business mix by 31st March, 2021

28
 STRATEGY

Driven by technology and inspired by tradition, the Bank has matched

strides with India’s digital revolution through a varied range of user-friendly
technological products like mobile banking, internet banking, and RuPay chip cards, etc.
At the same time, through special attention to personalized service, the Bank has also
maintained its personal touch with customers and welcomes them regularly to visit the
Bank’s branches too. Agility of the small bank with ability of the large bank has been the
Junagadh Commercial Co-Operative Bank’s enduring buzzword.

29
 FUNCTIONAL DEPARTMENT OF ORGANISATION
1. MARKETING DEPARTMENT :-

The role of marketing in an organisation’s existence and growth need not

be overemphasized in today’s competitive environment. According to Peter Drucker,
“marketing is so basic that it cannot be considered a separate function”.

The origin of marketing can be traced to the early system of barter system.
Various difficulties of barter gave way to introducing of money and the pricing became
the main mechanism of marketing. Then the marketing era after the World War 2.
Competition became very intense, there was more supply of goods then was actually
needed by market. Therefore marketing research became vital to undertake the social
responsibility in connection with manufacturing of goods.

The general belief is that the objectives of marketing is to maximise the

market’s consumption of your products and services. However, it would be desirable to
set the goal at maximising consumer satisfaction, rather than consumption. The
organisation, in the long run, is likely to benefit from a customer oriented approach to
marketing. The approach, in other words, should ensure strong foundation for the
institution’s existence, because the concepts of marketing has its origin on the premise
that man is a creature of needs and wants. And there is constant effort on his side to
satisfy his needs. Further, his needs and wants keep changing with time, circumstances
and the immediate environment in which he is operating. Marketing management
essentially involves the efforts to achieve the need satisfaction of the target group the
institution is trying to serve. Efforts are made to balance consumer satisfaction + profit +
public welfare.

JCOM is service sector firm providing satisfactory services to its

customers since a 3 or 4 decade. The main objective of bank is to give the loan to middle
and lower class of people. From Last 2 3 years, Bank provided other service like e-
banking, mobile banking, debit-credit card, ATM services to their customer. So, bank
doing marketing to provide this services.

30
 PRODUCT DEVELOPMENT CHAIN

Each and every product goes different stages in its development.

Generally Product development chain means product life cycle. It considers launch,
growth and sales maturity. It is like a product journey.it involves five stages.

1) Product Development

2) Introduction- Low sales, High Costs, Negative Profits

3) Growth- Rapidly increasing sales, Average Cost, Rising Profits

4) Maturity- Peak sales, Low Cost, High Profit

5) Decline- Declining sales, low Cost, Declining Profits.

In “JUNAGADH COMMERCIAL CO-OPERATIVE BANK” the

product is passing through GROWTH STAGE and its demand is expected to increasing
in future and not decline.

31
2. HUMAN RESOURCE DEPARTMENT:-

Empoyee plays major roll in business or in organisation. Organisation

managed by people and through people. Without people, organisation can never exist.
Indeed, people who make up the human resources of a company are unique and they can
make or break an organisation, depending upon their level of commitment, contribution
and co-operation.

According to Michael J. Jucius.-

Human resource are a whole consisting of interelated, interdependent and

interacting physiological, psychological, sociological and ethical components.”

The effective utilization of human resources is a complex task. It requires

greater foresight and strategic consideration on the part of management. For instance,
attracting the most qualified employees, matching them to the jobs for which they are
best suited and retaining them within the organization are significant success of an
organization. But this calls for closer coordination and better understanding between the
employee and the top management and the employees.

In the organization, requirement and training of human resources are

unavailable, then employee can’t perform well. So it is necessary to provide direct
motive, training and develop their skills for better performance.

“Junagadh Commercial Co-operative bank” has good management and

large amount of manager and employees staff. They provide its employees many benefits
and also training for improvement. They also take care of their satisfaction.

32
 RECRUITMENT SOURCES

Recruitment is the process to drawing in or selecting a new employee in

opening organization. Recruitment process involves finding the candidate with the best
skills, experience and personality to fit the perticular job.

 Generally, there are three methods of recruitment.

1.Direct method

2.Indirect method

3.Third party method

In “Junagadh Commercial Co-operative bank” Direct method apply for

recruitment. Recruitment and selection is done by top executive in the bank. For this,
bank give an advertisement in local or state level newspaper.

Generally, there are two types of sources of recruitment.

1.Internal sources:-

a. Promotion

b. Transfer

c. Demotion

2.External sources:-

a. Advertisement

b. Employment agencies

c. Labor union

d. Education institution

e. Ex-employee

33
 SELECTION SOURCES

According to Harold Koontz,

“Selection is the process of choosing from the candidates, from within the
organization or from outside, the most suitable person for the current position or for the
future positions.”

This process involves making a judgment - not about the applicant, but
about the fit between the applicant and the job by considering knowledge, skills and
abilities and other characteristics required to perform the job.

 Steps in selection process:-

34
 In “Junagadh Commercial Co-operative bank”:-

In case the bank has given advertisement for applicants, first they receive
the application. Manager check the application and rejects improper application and
select proper application and calls the person for interview.

In interview, the manager takes different types of interviews for different

requirement of personnel. These interviews are: -

Personal interview

Oral test/ written test.

Now, if the employee has passed the relative interview, he has to pass the
medical test & then the employee is selected as “trainee” for a certain time period.

The training period depends upon the employee’s capacity but the
maximum period is of 2 years. After, 3 to 6 months, the report of trainee employee is
submitted to manager and if it is satisfactory then he is selected, and if the report is
negative i.e. if there is no progress then employee will have to discontinue.

35
3. FINANCE DEPARTMENT:-

The term Business Finance mainly involves, rising of funds and their
effective utilization keeping in view the overall objective of the firm. The management
makes use of various financial techniques for administrating the financial dealings of the
firm in most resourceful and efficient way. Financial therefore means the entire scope of
managerial effort devoted to the management of finance both - its sources and of the
enterprise.

Its detailed analysis includes financial analysis, risk analysis, capital

structure, measurement of cost of capital, merger, acquisition, working capital financing,
and management of cash and market securities.

In “Junagadh Commercial Co-operative bank” separate finance

department is there under which various financial activities are carried out. The
bifuregation of activities that are approved in finance department of “Junagadh
Commercial Co-operative bank” are as follow:

- Preparation of annual account

- Reconciliation of branch account with head office

- Government securities back office work.

- Licensing with RBI

- Auditing

- Periodical returns of RBI

- Dealing with other banks.

- To decide accounting policy

- Management information system

36
4. OPERATIONAL DEPARTMENT:-

“Junagadh Commercial Co-operative bank” is purely a service sector.

So here instead of production department there is only “Operational Department”. The
work of a Operational Department is to produce and provide better services to the their
customers, which satisfy the human desire in a best manner.

In banking, operational department is concern with that process which

converts the inputs in to outputs. Money is used as a raw material, employees are used as
an input. Then after there is need to perform all the service functions (Process). The
output is satisfactory services, employees benefit, security etc.

In this bank, following services are provided.

1.Different types of loan

2.Current, Savings, Freedom accounts.

3.Locker facility

4.Fixed deposit

5.ATM /Debit card.

6.Internet banking facilities.

37
1. Different types of loan:-

 Business loan :-

Provided for individuals and non individuals to fulfill their busines needs. Eligibility is
that any One with Clean Property to Mortgage but Credit will Disburse only for Business
Purpose. it’s charges is very low compare to other products in the market.

 Hypothication cash credit:-

For Small, Mediume and Large Businesses to avail easy Credit Facility for their Working
Capital or other needs. This is for Propritor – Partnership
Firm, Pvt. Limited, Public Limited etc. Interest rate is 9.50% to 11%.

 GOLD loan :-

Bank also provide gold loan for thise who have willingness to buy a gold for self or for
family members. It’s interest rate starting from 0.90% per month. They charge only govt.
stamp duty. No other charges is applicable.

 Home loan :-

This loan is provided to those individual who wants to buy a new house. The eligibility
criteria is that they should new home buyers and registration of that home is pending.
Interest charges is probablt 9% to 10.5%. Condition is that 90% of property registration is
required.

 Vehicle loan :-

Provided to purchase any vehicle two wheeler or four wheeler. It’s interest rate is 8.50%
to 12.50%. Condition is 70% of basic quotation amount.

38
2. Current, Saving and Freedom account :-

Bank provided to its customer this 3 types of account – current, saving,

and freedom account.

For day to day transaction or daily basis uses, customer choose current
account. Its interest rate is 0%. Bank charges normal sms charges, RTGS-NEFT charges,
DD Commission charges in current account. There are two types of current account. One
is normal current account with the minimum balance of 2500/- and second is special
current account with the minimum balance of 15000/-.

Bank provided two types of saving account. One is normal saving account
with cheque and required minimum balance is 1000/-. Any individual or trust can open
this account. Second is normal saving account without cheque and required balance is
500/-. Interest rate for both type of saving account is 3.5%.

In bank, there is a new account called Freedom account. Two types of

freedom ccount is there. One is Freedom Saving account and it is open with the minimum
balance of 5000/- and minimum balance will be 25000/-. and normal interest rate is 3.5%
and on otherthan minimum balance, interest rate is 5.5%. second is Freedom Current
account with the minimum balance should be 50000/-. Interest rate for normal is 0% and
on otherthan minimum balance, interest rate is 3.5%. Condition is only receipt of fixed
deposit and presense of account holder is rquired.

39
3. Locker Facilities :-

Bank is Providing Safe Deposit Locker Facility at 8 Branches location at

very low rent. Rent start rs600.00 Only(GST Extra). This locker have fully latest burglar
alarm systems. Locker holder assigns a code word which furthur increase a security. This
locker is available in different size as per your requirement.

4. Fixed Deposit :-

Bank provide different type of deposits. Fix deposit for short term
investors, Recurring deposit for investors who are planing to invest monthly,
Reinvestment for long term investors with best cummulative interest, Quartely fix
deposit- in this holder get interest income on quartely basis, also monthly fixed deposit
plan, Fix deposit for senior citizen with 0.5% additional interest.

5. ATM card / Debit card :-

Bank provided debit card with classic, platinum, and selective. Prepaid
card, and Government scheme card like PMJDY ( Pradhan Mantri Jan Dhan Yojana ),
Mudra card, Pungrain card, Kisan Credit card.

6. Internet Banking Facilities :-

Bank Internet Banking facility is available 24 X 7 from the comfort of

your home or office. With the user id+password submission, it is the most accessible
window to your bank account, where you can view your bank balance, FD status, manage
multiple accounts while also being able to transfer funds virtually, request for issuance of
cheque books, liquidate FDs created online, pay your utility bills, among several other
features.

40
 SWOT

ANALYSIS

1. STRENGTHS:-

 Business among members :- Bank focuses on the development of their members.

 Trust within the members :- Trust is the key factor of effective functioning of co-
operative bank.
 Affordable interest rate :- The bank offers loans at reasonable interest rates to their
members.

41
2. WEAKNESSES:-

 Lack of professionalism:- The members lack right training and educations that is
necessary for customer satisfaction.
 Lack of infrastructure:- The banks lack in implementation of latest technology such
as ATMs and computers.

 Lack of technical knowledge:- The members generally lack domain certification i.e.
financial degrees etc.
 Small area of operation:- The bank operates only in a limited area.

3. OPPORTUNITIES:-
 Large untapped area for Expansion:- As in India, the major part of the population
lives in villages.
 Trust in Co-operatives:- Better understanding among the member and the rural
customer.
 Linkage of Co-operatives:- Direct connection with RBI and other co-operatives.
 Government Support:- The government offers subsidies to the cooperative banks
that is in turn transferred to the customers.

4. THREATS:-
 Competition:- Increasing focus of commercial banks towards untapped rural sector.
 Increasing interest rates:- Increasing inflation and liquidity fluctuation results in
rise in interest rate by the RBI.
 Small network for operation:- Unlike commercial banks, the cooperative banks
operates in a limited area.
 Changes in Technology:- Unable to adapt to rapid changes in technological
environment.

42
 TOPIC INTRODUCTION

 WHAT IS E-BANKING?

Electronic banking is an umbrella term for the process by which a

customer may perform banking transactions electronically without visiting a brick-and-
mortar institution. The following terms all refer to one form or another of electronic
banking: personal computer (PC) banking, Internet banking, virtual banking, online
banking, home banking, remote electronic banking, and phone banking. PC banking and
Internet or online banking is the most frequently used designations. It should be noted,
however, that the terms used to describe the various types of electronic banking are often
used interchangeably.

43
 ABOUT E-BANKING:-

Electronic banking in simple terms means, it does not involve any

physicalexchange of money, but it’s all done electronically, from one account toanother,
using the Internet. Internet banking is just like normal banking,with one big exception.
You don’t have to go to the bank for transactions.Instead, you can access your account
any time and from any time and fromany part of the world, and do so when you have the
time, and not whenthe bank is open. For busy executives, students, and homemarkers,e-
banking is virtual blessing. No more talking precious time off from work toget a demand
draft made or a cheque book issued.

Banks offer Internet banking in tow main ways. An existing bank

withphysical offices can establish a Web site and offer Internet banking to itscustomers in
addition to its traditional delivery channels.

A second alternative is to establish a “virtual,” “branchless,” or “Internet-

only” bank. The computer server that lies at the heart of a virtual bankmay be housed in
an office that serves as the legal address of such a bank,or at some other location.

Virtual banks may offer their customers the ability to make deposits
andwithdraw fund via automated teller machines (ATMs) or other remotedelivery
channels owned by other institutions.

Online system allow customers to plug into a host of banking services

froma personal computer by connecting with the bank’s computers overtelephone wires
the convenience can be compelling. Not only is travel time reduced, but ATM machines,
telephone banking or banking by mail are oftenunnecessary. And, technology continues
to make online banking onceattempted only by computer enthusiasts, easier for the
average consumer.

Banks use a variety of names for online banking services, such as

PCbanking, home banking electronic banking or Internet banking.

44
 Can one imagine life without paper cash? Money has always been part of
human emotions. And although it is difficult to imagine that all those years of savings at
the bank is now just a whole bunch of bits and bytes, it is becoming a reality and the
sooner people adjust to it, the better it is.

Below shown diagram of E-Banking System

45
 HISTORY OF E-BANKING :-
The precursor for the modern home online banking services were the
distance banking services over electronic media from the early '80s. The term online
became popular in the late '80s and refers to the use of a terminal, keyboard and TV (or
monitor) to access the banking system using a phone line. ‗Home banking‘ can also refer
to the use of a numeric keypad to send tones down a phone line with instructions to the
bank. Online services started in New York in 1981 when four of the city‘s major banks
(Citibank, Chase Manhattan, Chemical and Manufacturers Hanover) offered home
banking services using the videotex system. Because of the commercial failure of
videotex these banking services never became popular except in France where the use of
videotex (Minitel) was subsidised by the telecom provider and the UK, where the Prestel
system was used.

The UK‘s first home online banking services were set up by the
Nottingham Building Society (NBS) in 1983 ("History of the Nottingham" Retrieved on
2007-12-14.). The system used was based on the UK's Prestel system and used a
computer, such as the BBC Micro, or keyboard (Tandata Td1400) connected to the
telephone system and television set. The system (known as 'Homelink') allowed on-line
viewing of statements, bank transfers and bill payments. In order to make bank transfers
and bill payments, a written instruction giving details of the intended recipient had to be
sent to the NBS who set the details up on the Homelink system. Typical recipients were
gas, electricity and telephone companies and accounts with other banks. Details of
payments to be made were input into the NBS system by the account holder via Prestel.
A cheque was then sent by NBS to the payee and an advice giving details of the payment
was sent to the account holder. BACS was later used to transfer the payment directly.
Stanford Federal Credit Union was the first financial institution to offer online internet
banking services to all of its members in Oct, 1994.

46
 TYPES OF E-BANKING:-

 Smart cards
 Debit cards
 Tele banking / Phone banking
 Mobile banking
 PC banking
 Internet banking
 Wireless / PDA banking

 Smart cards:-

A smart card usually contains an embedded 8-bit microprocessor (a kind

of computer chip). The microprocessor is under a contact pad on one side of the card.
Think of the microprocessor as replacing the usual magnetic stripe present on a credit
card or debit card. The microprocessor on the smart card is there for security. The host
computer and card reader actually "talk" to the microprocessor. The microprocessor
enforces access to the data on the card. The chips in these cards are capable of many
kinds of transactions. For example, a person could make purchases from their credit
account, debit account or from a stored account value that's reload able. The enhanced
memory and processing capacity of the smart card is many times that of traditional
magnetic-stripe cards and can accommodate several different applications on a single
card. It can also hold identification information, which means no more shuffling through
cards in the wallet to find the right one -- the Smart Card will be the only one needed.
Smart cards can also be used with a smart card reader attachment to a personal computer
to authenticate a user. Smart cards are much more popular in Europe than in the U.S. In
Europe the health insurance and banking industries use smart cards extensively. Every

47
German citizen has a smart card for health insurance. Even though smart cards have been
around in their modern form for at least a decade, they are just starting to take off in the
U.S.

 Debit cards

Debit cards are also known as check cards. Debit cards look like credit
cards or ATM (automated teller machine) cards, but operate like cash or a personal
check. Debit cards are different from credit cards. While a credit card is a way to "pay
later," a debit card is a way to "pay now." When you use a debit card, your money is
quickly deducted from your checking or savings account. Debit cards are accepted at
many locations, including grocery stores, retail stores, gasoline stations, and restaurants.
You can use your card anywhere merchants display your card's brand name or logo. They
offer an alternative to carrying a checkbook or cash.

 Tele banking / Phone banking:-

The customer interacts with the bank for various services over phone.
Therewill no charge for dialing to the toll free number provided by banks Tele-banking,
also know as “voice over phone” is consider under anywhere banking. The customer
indentifies himself to the system by entering his pinnumber and is guided by a voice
response for each banking services namely:

Balance in the account, Transaction status, e.g. whether cheque deposited

is cleared or not, Request for issue of cheque book is registered, Request for issue of bank
statement is registered in normal course all above activities would have involved
customer visit to a branch and this Tele-banking has improved banking services and
enabled remote banking.

48
 Advantages of Tele banking/ Phone banking

You may not have time to visit your bank every week and if our business
is located out of town, getting to a branch can be time consuming and expensive. With
telephone banking, your bank is on the other end of the line whenever you need it.

Making payment by phone can simplify your banking – you don’t need to
confirm the payments in writing, and you can check all your transactions against your
statement when it arrives

 Disadvantages of Tele banking/ Phone banking

The most common one would have to be the fact that not all banks and
building societies offer 24 hour telephone banking. They may if is simply a case of
checking your balance or recent transaction but for anything more involved in that it can
cause a problem. Also telephone banking is not active usually over bank holidays such as
Christmas day or New year day.

 Mobile Banking:-

Mobile banking comes in as a part of the bank initiative to offer multiple

channels banking providing convenience for its customer. A versatile multifunctional,
free service that is accessible and viewable the monitor of mobile phone. Mobile phones
are playing great role in banking and other channels. Mobile banking can be divided into
two broad categories of facilities:

Alert facility: Mobile banking alert facility keeps you informed about the significant
transaction in your account. It keeps you update where ever u go.

Request facility: Mobile banking request facility enables you to query for your account
balance.

49
 Advantages of Mobile banking

You can make transaction or pay bills anytime. It saves a lot of time. It
also saves the record of any transaction made.

Cell phone banking is cost effective.

Banking through mobile reduces the risk of fraud. You will get an SMS
whenever there is an activity in your account. This includes deposits, cash withdrawals,
funds transfer etc. You will get a notice as soon as any amount is deducted or deposited
in your account.

Various banking services like Account Balance Enquiry, Credit/Debit

Alerts, Bill payment Alerts, Transaction History, Fund Transfer Facilities, and Minimum
Balance Alerts etc can be accessed from your mobile.

You can transfer money instantly to another account in the same bank
using mobile banking.

 Internet banking:-

Internet banking let you handle many baking transaction via your personal
computer. For instance, you may use your computer to view your account balance,
request between accounts, and pay bills electronically. Internet banking system and
method in which a personal computer is connected by a network service provider directly
to a host computer system of a bank such that customer service requests can be processed
automatically.

The advent of the Internet and the popularity of personal computer

presented both an opportunity and a challenge for the banking industry. For years,
financial institutions have used powerful computer network to automate million of daily
transaction; today, often the only paper record is the customer’s receipt at the point of

50
sale. Now that their customers are connected to the internet via personal computers are
connected to the Internet via personal computers, banks envision similar advantages by
adopting those same same internet electronic processes to home use. Bank view online
banking as a powerful “value added” tool to attract and retain new customers while
helping to competitive banking environment.

It generally implies a service that allows customers to use some form of

computer to access account-specific information and possibly conduct transaction from a
remote location - such as at home or the workplace. The obvious advantage to the
consumer is convince - one bank recently used the advertising motto “bank naked’ to
emphasize the customer’s freedom to conduct routine banking transaction from the
comfort and security of his/her home 24X7.

 Further, under Internet banking, the following services are available in India:

1. Bill payment – Every bank has a tie-up with different utility companies, service
providers, insurance companies, etc. across the country. The banks use these tie-ups to
offer online payment of bills (electricity, telephone, mobile phone, etc.). Also, most banks
charge a nominal one-time registration fee for this service. Further, the customer can
create a standing instruction to pay recurring bills automatically every month.

2. Funds transfer – A customer can transfer funds from his account to another with the
same bank or even a different bank, anywhere in India. He needs to log in to his account,
specify the payee’s name, account number, his bank, and branch along with the transfer
amount. The transfer is affected within a day or so.

3. Investing – Through electronic banking, a customer can open a fixed deposit with the
bank online through funds transfer. Further, if a customer has a demat account and a
linked bank account and trading account, he can buy or sell shares online too.
Additionally, some banks allow customers to purchase and redeem mutual fund units from
their online platforms as well.

51
4. Shopping – With an ee-banking
banking service, a customer can purchase goods or services
online and also pay for them using his account. Shopping at his fingertips.

 Wireless / PDA (Personal digital assistant) Banking :-

With a phone number and a special PIN number a customer can access to
his account balance from
om his cellular device.

Allows user to pay bills, transfer funds between accounts and check
accounts from anywhere.

Offers wireless banking.

Newsbytes reports that wireless banking users will number over 7 million
in the US by 2005.

Security is important issue in Wi

Wireless Banking.

52
 E – BANKING
SERVICES PROVIDED
BY
“JUNAGADH COMMERCIAL CO-OPERATIVE BANK”
“ Junagadh commercial cooperative bank ltd” is in earlier stage of
providing e-banking services.

“ Junagadh commercial cooperative bank ltd” provide their customers e-

banking facilities like ATM card, Debit card, phone banking, mobile banking, internet
banking.

Bank started ATM card and Debit card services on 1st april 2018. In 3
years, bank established 6 new ATM station in last 2-3 years.

Bank launched its own application “JCOM Mobile Banking” on 19th

march, 2020. U can use this application by login it. For that u need to go bank and fill
form for opening account. And then bank gave customer id and u can use it to login
application. Then customer needs to set login and transaction pin for security. JCOM
Mobile Banking Application giving facility like

1. IMPS Transactions up to Rs. 5, 00,000/- per day.

2. NEFT Transactions.
3. Get Statement on email.
4. Cheque book Request.
5. ATM card Block & unblock, ATM Card Pin Change.
6. 8. Bill Payments,
7. Stop Payment.
8. DTH & Mobile Recharge.
9. Sweep balance.

53
 So now their customers can use this application for doing funds transfer
and other services like ee-cheques,
cheques, NEFT and RTGS services. Today, more than 1000
customers download this application.

By using this application, customer can also do bill payments like,

recharge of mobile, DTH recharge, payment of electricity bills, gas bill payments,
payment of insurance etc. In this application customer can know about everythings like
account details, loan details, deposit details. U can do everything at home by using the
application. U doesn’t need to go to bank.

Bank is thinking about to launch UPI ID and E

E-wallets.
wallets. UPI ID is UPI is a
banking system
m for money transfers on payment apps. To add a bank account to Google
Pay, your bank must work with UPI. Your UPI ID is an address that identifies you on
UPI (typically yourname@bankname)
yourname@bankname).

54
 Customer attitude towards E-banking facilities

In today’s era, e-banking facilities are popular because it gaves many

advantages to customers. Most off the customers are statisfied with using this services.
time is very precious, so customer can save their time by using online paymet facility,
funds transfer facilities, it is also speedy banking.

Sometimes, Customers are facing problem because of network issue or

sometimes down server of bank. customer suggest to improve server of bank so that they
can easily do things.

Customers also suggest to improve a security srvice. Many customers

hyave security problem so they avoid to use.

Overall opinion about using e-banking facilities are excellent. Young

generation are more using this and have complete knowledge of this services.

55
 LITERATURE REVIEW

1. According to, Murli & Subbakrishna, 2012

Cash is the focal point of the fund flow in every business. However, cash
has been used as a narrow term representing currency notes or coins only. Therefore, to
overcome this deficiency Reserve Bank of India introduced number of e-banking
initiatives to develop paperless payment and the new settlement systems like Electronic
Clearing System (Credit/Debit), Electronic Fund Transfer (EFT), National Electronic
Fund Transfer (NEFT), Real Time Gross Settlement System (RTGS) etc. Now customers
use internet banking facility as information point and as counter of a bank as well.

2. According to, Gupta & Gupta, 2013

Saving money is currently no longer kept to the outskirt of branches were

one needs to approach the branch face to face, to pull back money or store a check or
demand an announcement of records. In genuine model of Internet managing an account,
any request or exchange is prepared online with no physical reference to the branch
(anyplace keeping money) whenever. Giving Internet managing an account is
progressively turning into a "need" than a "decent to have" benefit. The net keeping
56
money, accordingly, now is even more a standard instead of an exemption in many
created nations because of the way that it is the least expensive method for giving
managing an account benefit

3. According to, Agarwal, 2012

Today, any house PC is capable of carrying out banking and shopping via
internet. Remote banking has significant advantages for the service providers, achieves
greater efficiency internally and helps to provide its customers an improved level of
service, and opens up intelligent marketing options. The customer can control
performance of portfolio, flow of savings and current accounts, view market dynamics
and changes, do scenario analysis, run queries and execute transactions on a real time
basis, anytime anywhere.

4. According to, Muraleedharan, 2009

Biggest advantage of using computers in banking is better customer service.

Computerized banks respond quickly to service requests of customers. E-banking uses
infrastructure made for current digital age to create local and global opportunities. E-
banking encompasses broad range of operations like electronic mail to improve
communication, provision of online information and service, efficient and cost effective
services and non-physical interaction.

5. According to, Kumar, 2010

Other coin side of e-banking is it’s susceptible to risks related to governance, legal,
operational and reputational matters. Therefore, policy matters have modified their
regulatory rules to achieve basic goals of: ensuring safety and soundness of banking,
market discipline protecting customer rights and public trust in e-banking systems

57
 RESEARCH METHODOLOGY

 INTRODUCTION:-

Research methodology has many dimension and research methods do

constitute a part of the research methodology. The scope of research methodology is
wider than that of research methods.

Why a research study has been undertaken, how the research problem has
been defined, in what way and how hypothesis has been formulated, what data have been
collected and what particular method has been adopted, why particular technique of
analyzing data has been used and a host of similar other questions are usually answered
when we talk of research methodology concerning a research problem on study.

 PROBLEM STATEMENT:-

Problem statement is a brief description about a particular research study.

The said statement indicates the brief overview of the study.

The intention of this research is to study the customer attitudes towards e-

banking facilities. Whether they are satisfied or not with the facilities provided by bank.

 OBJECTIVE OF STUDY:-
 Primary objective:-

To identify, whether customer is satisfied with the e-banking facilities at bank or not.

 Secondary objective:-

To know which type of profession people use e-banking facilities.

To know which e-banking facility customer prefer the most.

58
To evaluate service of bank.

To know which type of age group use this facilities most.

To know their views on e-banking services.

 SCOPE OF STUDY:-

The scope of the study means the boundaries within which your research
project will be performed; this is sometimes also called the scope of research. To define
the scope of the study is to define all aspects that will be considered in your research
project.

The motive of this research is about customer satisfaction towards e-

banking facilities. In this research, I consider the aspect like age group, income level,
profession, how many people used these facilities.

 LIMITATION OF STUDY:-

Limitations of study are those attribute of methodology that impacts the

interpretation of the finding from your research.

In this type research, we don’t get sufficient time for our research.

We cannot get proper response from respondent. Because of that, we

couldn’t get proper information in our research work.

We faced a problem of literacy.

59
 SETTING OF HYPOTHESIS
Step 1: H0: Customers are not satisfied with the E-banking facilities.

Step 2: H1: Customers are satisfied with the E-banking facilities.

Step 3: Test of Statistics

(𝟎 − 𝑬)𝟐
OF EF (O – E) (O – E)2
𝑬𝑭
41 19.6 21.4 457.96 23.35
28 19.6 8.4 70.56 3.6
25 19.6 5.5 29.16 1.49
2 19.6 -17.6 309.76 15.80
2 19.6 -17.6 309.76 15.80
98 60.04
(𝟎 𝑬)𝟐
∑OF X2 = ∑
𝑬𝑭
Step 4: Degree of Freedom
DF = K – 1

=5-1

=4

Step 5: Level of significance

Los = (4, 0.05)

= 9.48

X2α= 9.48

Conclusion
X2 ˃ X2α

56.25 > 9.48

H0 is rejected. The reason for rejection is calculated value is more than

table value.

H1 is accepted. Thus customers are satisfied with the E-Banking

facilities.

60
 RESEARCH DESIGN

Research design is the framework of research methods and techniques

chosen by a researcher. The design allows researchers to hone in on research methods
that are suitable for the subject matter and set up their studies up for success.

Research designs are mainly 3 types:

1. Descriptive

2. Exploratory

3. Causal

1. Descriptive research design:-

A Descriptive research design is done when data supposed to be presented

in report, presented facts and data are collected and analyzed. Its main purpose is to study
the sample and infer conclusion for population.

 Features of Descriptive research design:

It provides relevant data and picture of situation as it occurs in a natural settings.

It is used in many areas for research.

 About my research:

In this research I have used Descriptive research design.

This research is DESCRIPTIVE in nature. The aim of the research is to know about
customer attitudes towards e-banking facilities, whether they are satisfied or not.

61
 DATA COLLECTION

Data collection is the systematic approach to gathering and measuring

information from a variety of sources to get a complete and accurate picture of an area of
interest. Data collection enables a person or organization to answer relevant questions,
evaluate outcomes and make predictions about future probabilities and trends. The data
source, which is very important in the collection of data, is primary data and secondary
data.

1. Primary data: Primary data are those data which are collected for the first time and
happen to be original. In this study, Data is made available through questionnaire. And
questionnaires were prepared for customer.

2. Secondary data: Secondary data are those data which have already been collected by
someone else and published somewhere.

POPULATION OF STUDY

In descriptive studies, it is customary to define a study population and then

make observations on a sample taken from it. Study populations may be defined by
geographic location, age, sex, with additional definitions of attributes and variables such
as occupation, religion and their interest.

In my study, Population of study is number of accounts bank have; 1500

accounts including saving, current, FD, freedom accounts.

SAMPLE SIZE

The sample size is a term used in market research for defining the number
of subjects included in a sample size. By sample size, we are aware of a group of a
subject that are selected from the general population and is considered a representative of
the real population for that detailed study.

In this study, I have taken 100 responded as a sample size.

62
 SAMPLE UNIT

A sample Unit is one of the units into which an aggregate is divided for
the purpose of sampling, each unit being regarded as individual and indivisible when the
selection is made. It may be an observation unit and a set of observation units.

The sample unit of my study is customer of “Junagadh Commercial

Cooperative bank”. and using e-banking facility.

TOOLS & TECHNIQUES

A research requires many data- gathering tools or techniques. Tests are the
tools of measurement and it guides the research in data collection and also in evaluation.
Tools may vary in complexity, interpretation, design and administration. Each tool is
some situation, for the collection of certain type of information.

 Different tools used for data collection may be:

Interviews
Questionnaires and surveys
Observations
Documents and records
Focus groups
Oral histories

In my study, I used Questionnaires and surveys methods.

63
 SAMPLIMG METHODS

As it is important to have a group of people who will participate in the

survey and be able to represent the whole target population taken in the study. This group
iscalled a sample. Determining the right number and kind of participants in a sample
group is known as sampling. Sampling is one of the basic steps in conducting surveys; we
will also do the same, survey. Mostly the sampling methods may divided into basictwo
categories;

(i) Probability Sampling (ii) Non-Probability Sampling

Probability sampling is a sampling method where in the samples are gathered in a

process that gives all the individuals in the population equal chance of being selected,
thus it is a randomize selection process and not depends on judgment of the researcher.

Non- Probability sampling is a sampling method where the samples are gathered in a
process that does not give all the individuals in the population equal chances of being
selected. Here, the samples are selected by the purposive personal judgment of the
researcher.

In my research work,I am going to use, Probability Sampling method,

which further divide into following categories;

1. Simple random sampling

2. Systematic sampling
3. Stratified sampling
4. Clustered sampling

I have used random sampling method. This provides each member of the
population has an equal chance, or probability, of being selected. Thus I m going to use
this on my survey.

64
 DATA ANNALYSIS AND INTERPRETATION

Gender

Gender Respondents Percentage %

Male 67 67%
Female 33 33%

 Interpretation:-

From the above chart, we can cleary saw that 67% of respondents are male
and 33% respondents are female.

The reason behind more male ratio is that women are not as much use e-
e
banking services and mostly they don’t have business. Men are connected to business
more than female. So male ratio is higher than female.

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Age

Age Respondents Percentage %

Below 20 7 7%
20 – 30 54 54 %
30 – 40 20 20 %
40 – 50 9 9%
Above 50 10 10 %

 Interpretation:-

In the above pie chart, there is 54% respondents are having age between
20-30.
30. The reason of more ratio of this age is they are aware of ee-baking
baking and they can use
this facilities very easily.

Age having below 20 generally don’t have mobile phone. Age having
above 50 can’t use because lack of information. So both of this ratio is less compare to
others.

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Profession

Profession Respondent Percentage %

Student 35 35 %
Private employee 27 27 %
Govt. employee 18 18 %
Businessman 15 15 %
Others 5 5%

 Interpretation:-

From the above chart, students have more ratio than others. 35%
respondents are students because they are aware of each and every service. Then 27%
respondents are private emplyoee. 18% are businessmen and lastly, 15% are govt.
employee.

Businessmen have knowledge of ee-banking

banking so they can use it. Employee
can use computer laptop so that they have knowledge about how to use this facilities.

67
Which income group do you belong?

Income group Respondent Percentage %

Less than 1 lakh 35 36.1 %
Rs. 1 lakh to 3 lakh 28 28.9 %
Rs. 3 lakh to 5 lakh 23 23.7 %
More than 5 lakh 11 11.3 %

Interpretation:-

From the above chart, we can say that 36.1% respondents are having
income level less than 1 lakh, 28.9% respondents earned income between 1 lakh to 3
lakh, 23.7% respondents having income between 3 lakh to 5 lakh and 11.3% respondents
earned income more than 5 lakh.

Income earned more than 5 lakh avoids to do online transaction because of

security issues. They prefer more to do cash transaction.

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How long do you have account in Jnd commercial cooperative
bank?

Particulars Respondents Percentage %

Less than 1 year 45 47.4 %
1 to 3 year 24 25.3 %
3 to 5 year 16 16.8 %
More than 5 year 10 10.5 %

 Interpretation:-

From the above chart, 47.4% respondents are having account less than 1
year. I consider bank’s new customer so ratio is high. 10.5% respondents are having
account more than 5 year. 25.3% respondents having account last 3 to 5 year.

69
Which type of account do you have in Junagadh commercial
co-operative
operative bank?

Particulars Respondents Percentage %

Saving 57 60.6 %
Current 21 22.3 %
Term deposit 11 11.7 %
Cash credit 3 3.19 %
others 2 2.12 %

 Interpretation:-

From the above chart, more than 50 respondents have saving account in
jnd co co bank. people prefer more to open saving account. Bussinessmen have current
account and ratio is 22.3%.

70
According to you, what is more convenient way for banking?

 Interpretation:-

From the above chart, it is clearly shown that customers using mobile
banking and e-banking facilities more than branch banking and ATM card.

More than 50 respondents are using mobile banking and around 40

respondents are using e-banking facilities.

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Are you aware of E-banking services?

Particulars Respondents Percentage %

Yes 92 92 %
No 08 08 %

Interpretation:-

From the above chart, almost respondents are aware of e-banking services.
Only 8% respondents are not aware of this facilities. Either they are not educated or they
don’t have knowledge.

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Have you used this facility?

Particulars Respondents Percentage %

Yes 78 78.8 %
No 21 21.2 %

 Interpretation:-

From the above chart, we can see that 78 respondents are using e-banking
to do transaction. But 21 respondents are not using this services. either they are aged
people or they like to do branch banking.

Now a days e-banking services are more convenient way.

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If yes, which transaction do you made?

Particulars Respondents Percentage %

Balance enquiry 22 26.8 %
Mini statement 05 06.10 %
Statement of account 15 18.30 %
Funds transfer 40 48.8 %
Tax payment 0 0

 Interpretation:-

From the above chart, those who are using e-banking services are mainly
use for funds transfer or balance enquiry. Almost 50% respondents are doing funds
transfer. Funds transfer is so easy to do.

Those who don’t want to funds transfer because of any issue, they made
balance enquiry, ask for mini statements, or statement of account.

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If No, What is the reason?

Particulars Respondents Percentage %

Confusing 19 38 %
Lack of information 08 16 %
Fear of security 09 18 %
others 14 28 %

 Interpretation:-

From the above chart, 38% respondents are dissatisfied because they feel
like it is a confusing way of banking.

16% respondents not having proper information to do transaction so they

are dissatisfied. 18% respondents have fear of security so they avoids to do e-banking.

Other reasons are that respondents don’t get proper guidence, network
issue, or fear of hacking.

75
"E-banking
banking is safe and secure" present your view.

Particulars Respondents Percentage %

Strongly agree 41 41.4 %
Agree 36 36.4 %
Strongly disagree 01 01.03 %
Disagree 01 01.03 %
Can’t say 18 18.2 %

 Interpretation:-

From the above chart, most off respondents are strongly agree for above
statement. Out off all the respondents using ee-banking facilities, half of them are strongly
satisfied or satisfied.

Those who are not aware of ee-banking

banking services or not using it not gave
any review regarding above statements.

76
How long you are using E- banking facility?

Particulars Respondents Percentage %

Not used 23 23.5 %
Less than 1 year 35 35.7 %
1 year to 3 year 27 27.6 %
More than 3 year 13 13.3 %

Interpretation:-

From the above chart, 35.7% respondents are using this services less than
1 year. E-banking is a modern method to do banking transaction and it is used more in
last 3 4 years.

People getting more aware about e-banking and get knowledge.

77
How well you satisfied with the internet banking system?

Particulars Respondents Percentage %

Highly satisfied 28 28.6 %
Satisfied 41 41.8 %
Neutral 25 25.5 %
Dissatisfied 02 02.04 %
Highly dissatisfied 02 02.04 %

 Interpretation:-

From the above chart, 41.8% respondents are satisfied with the internet
banking facilities. Around 25.5% respondents are strongly satisfied with the facilities.

Those who are not using this facility, they don’t vote stay nuetral.

78
Mention your reason for satisfaction.

Particulars Respondents Percentage %

Save time consumption 32 38.1 %
Cheap & best 13 15.5 %
Fast transaction 25 29.8 %
No need to visit bank often 14 16.7 %

 Interpretation:-

From the above chart, 38.1% respondents using ee-banking

banking because it is
time saving. 29.8% respondents using to do fast transaction with the help of internet.

It is a cheap and best way to do bank transaction. So 15.5% respondents

reason for satisfactionn is that. In today’s generation, people don’t have time to go to bank
and do things. So one of the reason for satisfaction is no need to do visit bank often.

79
Mention your reason for dissatisfaction.

Particulars Respondents Percentage %

Security issues 14 23.7 %
Unable to do cash transactions 12 20.3 %
Problem of network 17 28.8 %
Others 16 20.3 %

 Interpretation:-

From the above analysis, 28.8% respondents are dissatisfied because of

network problem, 23.7% respondents are dissatisfied because of security issues, and
20.3% are dissatisfied due to they can not make cash transaction.

Aged people have problem to use e-banking facilities so they might have
dissatisfied.

80
What do you think of the facilities offered by bank for E-
banking?

Particulars Respondents Percentage %

Excellent 28 29.2 %
Very good 31 32.3 %
Good 27 28.1 %
Average 07 07.29 %
Poor 03 03.13

 Interpretation:-

From the above chart, most of the customers views on e-banking facilities
is very good and exellent. About 32.3% respondents views is very good and 28.1%
respondents views is good for e-banking facility.

Only 7 respondents say that services is average. And 3 respondents say

that poor services. But majority customers are satisfied.

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What is your overall opinion about E - banking?

Particulars Respondents Percentage %

Excellent 41 41.4 %
Good 50 50.5 %
Average 08 8.1 %
Poor 0 0

 Interpretation:-

From the above chart, we can say that 50.5% respondents opinion for e-
banking facilities is good. That is to say almost half of the sample size ; 50 respondents
gave opinion about e-banking is good.

We can also see that in chart that 41.4% respondents opinion is excellent
towards e-banking.

So, e-banking facilities is good for everyone.

82
Based on your satisfaction level, will you recommend this
service in your friends / relatives?

Particulars Respondents Percentage %

Yes 78 78.8 %
No 21 21.2 %

 Interpretation:-

From the above chart, it is clearly shown that 88.7% respondents are like
to suggest e-banking facilities to their friends and family because they are satisfied with
the e-banking services.

83
 Findings

In this study, I found that 67% respondents are male. Most of female don’t
have business so they can not using e-banking facilities.

Almost all the respondents are aware about e-banking facilities. But many
of among them not using this facility because of security issue and lack of information.

Those who are using e-banking and mobile banking are use for funds
transfer and balance enquiry. respondents having age more than 50 are not using. They
prefer branch banking and ATM for doing transactions.

Most of respondents are satisfied and those who are not satisfied are
facing problem of age or lack of information or not having proper knowledge to use
internet banking.

84
 Suggestions

From above research of my study, I would like to suggest hat bank should
provide every information regarding e-banking to the aged customer of their bank. so that
they can also use basic facilities of the e-banking like money transfer, balance enquery.

I would like to suggest that make e-banking facilities as much as easy for
their customer.

I would also like to suggest to launch a UPI ID .

Bank should have one person in their employee staff to provide only e-
banking related information and solve customers every problems and satisfy customers.

85
 Conclusions

A study attempted to identify key quality attributes of internet banking

services by analyzing internet banking customers and their comments on banking
experience. The findings of this study shows that many people who are educated used e
banking services. Every bank today provides the facility of online banking but most of
people use it only once a month. This reason is that in case of internet banking
interpersonal interaction with customers is seldom possible. Identification and
measurement of customer’s expectations of the internet banking services provide a frame
of reference and their related quality dimension.

The main factor which persuade people to use online banking are comfort
and convenience and the facility which attracts them most is quality and quantity of
information. Therefore the implementation of quality initiatives should begin with
defining customer’s need and preferences and their related quality dimensions.

There is still a lot needed for the banking system to make reforms and
train their customers for using internet for their banking account.Going through survey
the main problem lies that still customer have a fear of secuity or hacking a accounts and
lack of information, thus do not go on for E-banking. Banks are trying their level best by
providing the best security options to the customers but then to there is lot of factors
which betrays a customer from opening an internet bank account.

In future, the availability of technology to ensure safety and privacy of e-

transactions and the RBI guidelines on various aspects of internet banking will definitely
help in rapid growth of internet banking in india.

86
 BIBLIOGRAPHY
Book:
 Kotler Philip PRINCIPLES OF MARETING, Simon & Schuster (2009).
 Kothari C. R. RESEARCH METHODOLOGY – Methods & Techniques, New Age
Industrial Pvt. Ltd. Publishers (2009).
 Bhattacharyya D. K. RESEARCH METHODOLOGY, Excel Books (2006).
 Sachdeva J. K. BUSINESS RESEARCH METHODOLOGY, Himalaya Publication
(2009).
Website:

https://www.google.co.in/

http://elib.bvuict.in/moodle/pluginfile.php/1637/mod_resource/content/0
/Miss.%20Baharak%20Aghamohammadi.pdf

https://www.slideshare.net/

https://www.jcombank.com/

87
 ANNEXURE

 A study on “Customer attitudes towards E-Banking

facilities” at Junagadh commercial cooperative bank ltd.
1. Name :

2. Gender :

A. Male
B. Female

3. Age :

A. Below 20
B. 20-30
C. 30-40
D. 40-50
E. Above 50

4. Profession?
A. Student
B. Private employee
C. Government employee
D. Businessman
E. Others

88
5. Which income group do you belong ?

A. Less than 1 lakh

B. Rs.1 lakh to 3 lakh
C. Rs 3 lakh to 5 lakh
D. More than 5 lakh

6. How long do you have account in Jnd commercial cooperative bank ?

A. Less than 1 year

B. 1 to 3 year
C. 3 to 5 year
D. More than 5 year

7. Which type of account do you have in jnd commercial co-operative

bank?

A. Saving
B. Current
C. Term deposit
D. Cash credit
E. Others

8. According to you, what is more convenient way for banking?

(Can Select Multiple).
A. Branch banking
B. E banking or Internet banking
C. Mobile banking
D. ATM

89
9.Are you aware of E-banking services ?

A. Yes
B. No

10. Have you used this facility ?

A. Yes
B. No

11. If yes, which transaction do you made ?

A. Balance enquiry
B. Mini statement
C. Statement of account
D. Funds transfer
E. Tax payment

12. If No, What is the reason ?

A. Confusing
B. Lack of information
C. Fear of security
D. Others

13."E-banking is safe and secure" present your view.

A. Strongly agreee
B. Agree
C. Strongly disagree
D. Disagree
E. Can't say

90
14.How long you are using E- banking facility ?
A. Not used
B. Less than 1 year
C. 1 year to 3 year
D. More than 3 year

15.How well you satisfied with the internet banking system?

A. Highly satisfied
B. Satisfied
C. Nuetral
D. Dissatisfied
E. Highly dissatisfied

16.Mention your reason for satisfaction..

A. Save time consumption
B. Cheap & best
C. Fast transaction
D. No need to visit bank often

17.Mention your reason for dissatisfaction..

A. Security issues
B. Unable to do cash transactions
C. Problem of network
D. Others

91
18.What do you think of the facilities offered by bank for E-banking ?
A. Excellent
B. Very good
C. Good
D. Average
E. Poor

19.What is your overall opinion about E - banking?

A. Excellent
B. Good
C. Average
D. Poor

20.Based on your satisfaction level, will you recommend this service in

your friends / relatives ?
A. Yes
B. No

Thank you

92