ROLE AND IMPACT OF INFORMATION TECHNOLOGY ON INDIAN BANKS IN THE ERA OF REFORMS : A COMPARATIVE STUDY OF SBI AND ICICI BANK. THESIS TO BE SUBMITTED BY DR. ABHINAV SHARMA, A FAMOUS MOTIVATIONAL SPEAKER AND INTERNATIONAL WRITER. HIS VARIOUS BOOKS PUBLISHED IN HINDI AS WELL AS ENGLISH LANGUAGE.

1. Role and Impact of IT on Indian
Banks
Supervised by:
Dr. (Capt.) S.K. Gupta
Lecturer (Faculty of Commerce)
Govt. R.R. PG College
Alwar (Rajasthan)
Submitted by:
Abhinav Sharma
Research Scholar
Dr. K.N. Modi Univ.
Newai (Rajasthan)

2. Objectives Of The Study
To study the concept of bank computerization.
To compare the impact of technology on the
financial performance of SBI and ICICI Bank.
To analyze the perceptions of customers and
employees on the technology deployment in SBI and
ICICI Bank.
To study the different technological products
available for banking.

3. Benefits of IT
 For the Bank:-
(a)Quick response
(b) Reduction in data cost
For the Customers:-
(a)Anywhere/Anytime banking
(b) Customer service improved

4. Introduction
Evolution of IT
(a) First phase of development-
Automate the accounting process and back office
functions.
(b) Second phase of development-
Automate the front office as well as back office.

5. Introduction
Evolution of IT
(c) Third phase of development-
Networking concept and Centralized operations .
(d) Fourth phase of development-
Banks have provided options to the customers to
carry out on their own the required transactions.

6. Evolution of IT
(e) Fifth phase of development-
The intra-bank connectivity is effectively
extended as “inter-bank” connectivity.

7. Technological Revolution in Indian Banking
ATM
Debit Card
Credit Card
E-banking
Phone Banking
SWIFT
NEFT

8. Technological Revolution in Indian Banking
RTGS
MICR
Internet Banking
Mobile Banking
CTS
BANKNET
RuPay cards

9. E-Banking
ATM

10. Debit Card
Credit Card

12. NEFT
RTGS

13. Internet
Banking
MICR

14. SWIFT
Bank Net

15. CTS

17. PERCEPTION OF CUSTOMERS
Tangibility
Reliability
Security
Responsiveness

18. PERCEPTION OF CUSTOMERS
Customer service
ATM Services
Mobile banking services
Internet banking services

19. PERCEPTION OF EMPLOYEES
Comparative aspects between Traditional Banking
and E-Banking
Difficulties faced by the employees to deal with E-
banking.

20. PERCEPTION OF EMPLOYEES
The number of complaints from E-banking
customers as customers of traditional banking
branches.
The satisfaction of employees working through E-
channels.

21. Comparison of financial performance of SBI and
ICICI Bank
Employee productivity:
(a)Deposit per employee
(b) Credit per employee

22. Deposit per employee (D/E)%

23. Credit per employee (C/E)%

24. Comparison of financial performance of SBI and
ICICI Bank
Profitability ratio:
(a)Net profit as a percentage of total income
(b) Net profit as a percentage of total deposits
(c)Net profit as a percentage of total assets

25. RESEARCH METHODOLOGY
Primary Data:
(a) Questionnaire
(b) Observation
(c) Interview
Secondary data:
RBI Bulletin, IBA Bulletins, SBI & ICICI Annual
reports, etc.

26. CONCLUSION/FINDINGS
Most widely used E-banking facility
Complaint resolution
Quality of service & cost

27. CONCLUSION/FINDINGS
Lack of awareness about E-banking facility.
Age-wise preference of E-banking services.
Occupation-wise preference of E-banking services.
Marketing of E-banking facility.

28. RECOMMENDATIONS
Proper training to the customers about E-
banking :
Banks must take the initiative to consider conducting
of practical training sessions for educating customers
at their branches.
Better customer service:
Customer complaint resolution process should be
faster of SBI Bank.

29. RECOMMENDATIONS
Bank’s policies should be transparent:
Bank’s policies and procedures should be transparent
and any updating or revision in the same should also
be informed to the customer.
No hidden/Additional charges deduction:
Reduce hidden charges and opening of accounts with
zero balance or minimum 500 INR.

30. RECOMMENDATIONS
Bio Metric ATM:
To open biometric ATM for illiterate people.
Recruitment:
To reduce the burden on senior employees.

31. RECOMMENDATIONS
Priority of preference:
Banks must giving first preference to disabled people.
Sound practices to help maintain the privacy
of customer E-banking information:
Instructing customers on the need to protect their
passwords, PINs and other banking and/or personal
data.

32. RECOMMENDATIONS
Preventive measures:
Banks must take all the steps to prevent such incidents
(virus, hacking etc.)
Knowledge of employees:
Management should introduce compulsory training
programme to educate the employees.

33. Scope for the Future Research
Service quality could be studied for other cities of
Rajasthan or other states especially in metropolitan
cities.
Future research can be done to analyze the
performance of foreign banks .
Future research must focus on a wider sample in
order to get more generalized results.