BCCB ,mobile banking ,net banking ,mba report

1. 1
A PROJECT REPORT ON
“Study of BCCB internet and mobile banking”
SUBMITTED BY
YOGESH HARISHCHANDRA KADU
S.Y.M.M.S (SEMESTER III)
ROLL NO –B/06
FOR THE DEGREE OF
MASTER OF MANAGEMENT STUDIES (M.M.S)
CONDUCTED BY
UNIVERCITY OF MUMBAI
UNDER THE GUIDANCE OF
PROF –NEERJA SRIVASTAVA
ACADEMIC YEAR
2016-2018
SAS INSTITUTE OF MANAGEMENT STUDIES (MMS)
SARAVALI, BOISAR (W) MAHARASHTRA - 401404

2. 2
ACKNOWLEDGEMENT
I am extremely gratefulof University OF Mumbai for having prescribed this
projectwork as a part of academic requirement in the SAS Instituteof
Management Studies (MMS) course.
I wish to appreciate the management and staff of SAS Instituteof
Management Studies for providing state of art infrastructureand resources.
I wish to express a special thanks to my projectguide ‘’Mrs Pradnya
virarkar” Withoutwhoseguidancethe projectmay not have taken shapeand
a sincere thanks to Director of the college “Mrs. Neerja srivastava mam” For
her continuous assistanceand motivation.
Finally I would like to thank all those who have directly or indirectly helped
me toward the execution of this project with full sincerity.
Sincere thanks to all.
Name –. YOGESH HARISHCHANDRA KADU
S.Y.M.M.S (SEM- 3rd
)
Roll No :- B/06
SAS Instituteof Management Studies Boisar.

3. 3
DECLARATION
I hereby declare that the projecttitled“study of BCCB internet and
mobile banking”is an original work prepared by me and submitted to
University of Mumbai in partial fulfillment of M.M.S Degree for the
Academic year 2016-2018.
The matter embodied in this project reporthas not been submitted to any
other university or institute for the award of the degree. This projectis my
original work and has not been presented earlier in this manner.
This information is purely of Academic interest.
Signature:
Name: YOGESH HARISHCHANDRA KADU
Roll No: B/06
Place: Saravli, Boisar (w) Date – / /

4. 4
INDEX
Chapter No. Table of Contents Page No.
1. Introduction
1.1 Background of the study
1.2 Background of the topic
1.3 Company profile.
2. Research Methodology
2.1 Research design
2.2 Types of data
2.3 Sample design
2.4 Population
2.5 Sample size
2.6 Sampling method
2.7 Instrument of data
3. Data analysis and
interpretation
4. Findings
5. Conclusion
6. Recommendations
7. Bibliography
8. annexure

5. 5
INTRODUCTION
Mobile Banking
Mobile banking is a serviceprovided by a bank or other financial institution
that allows its customers to conduct financial transactionsremotely using a
mobile device such as a smartphoneor tablet. Ituses software, usually called
an app, provided by the financial institution for the purpose. Mobile banking
is usually available on a 24-hour basis. Somefinancial institutions have
restrictions on which accounts may be accessed through mobile banking, as
well as a limit on the amount that can be transacted.
Transactions through mobile banking may include obtaining account balances
and lists of latest transactions, electronic bill payments, and funds transfers
between a customer's or another's accounts. Someapps also enable copies of
statements to be downloaded and sometimes printed at the customer's
premises; and somebanks chargea fee for mailing hardcopies of bank
statements.
Fromthe bank's point of view, mobile banking reduces the cost of handling
transactions by reducing the need for customers to visit a bank branch for
non-cash withdrawaland deposit transactions. Mobile banking does not
handle transactions involving cash, and a customer needs to visit an ATM or
bank branch for cash withdrawals or deposits. Many apps now have a remote
deposit option; using the device's camera to digitally transmit cheques to
their financial institution.
Mobile banking differs frommobile payments, which involves the use of a
mobile device to pay for goods or services either at the point of sale or
remotely analogously to the useof a debit or credit card to effect an EFTPOS
payment

6. 6
INTERNET BANKING
internet banking, also known as Online banking, e-banking or virtual banking,
is an electronic payment system that enables customers of a bank or other
financial institution to conduct a rangeof financial transactions through the
financial institution's website. The online banking system will typically
connect to or be part of the core banking system operated by a bank and is in
contrastto branch banking which was the traditional way customers accessed
banking services.
To access a financial institution's online banking facility, a customer with
internet access will need to register with the institution for the service, and
set up a password and other credentials for customer verification. The
credentials for online banking is normally not the sameas for telephone or
mobile banking. Financial institutions now routinely allocate customers
numbers, whether or not customers haveindicated an intention to access
their online banking facility. Customer numbers are normally not the same as
account numbers, becausea number of customer accounts can be linked to
the one customer number. Technically, the customer number can be linked to
any account with the financial institution that the customer controls, though
the financial institution may limit the rangeof accounts that may be accessed
to, say, cheque, savings, loan, credit card and similar accounts.Thecustomer
visits the financial institution's securewebsite, and enters the online banking
facility using the customer number and credentials previously set up. The
types of financial transactions which a customer may transactthrough online
banking are determined by the financial institution, but usually includes
obtaining account balances, a list of the recent transactions, electronic bill
payments and funds transfers between a customer's or another's accounts.
Most banks also enable a customer to download copies of bank statements,
which can be printed at the customer's premises (somebanks chargea fee for
mailing hard copies of bank statements). Some banks also enable customers
to download transactions directly into the customer's accounting software.
The facility may also enable the customer to order a cheque book,
statements, reportloss of credit cards, stop paymenton a cheque, advise
change of address and other routine actions.Today, many banks areinternet-
only institutions. These "virtualbanks" havelower overhead costs than their
brick-and-mortar counterparts. In theUnited States, many online banks are
insured by the Federal Deposit InsuranceCorporation (FDIC) and can offer
the samelevel of protection for the customers'funds as traditional banks

7. 7
1.1 BACKGROUND OF STUDY
BCCB Mobile banking
BCCB has made provided its customers with the Mobile Banking servicethat
enables its customers to bank even on the move. Whether it is checking
balance, credit, debit or money transfer, BCCBMobile Banking provides the
ease with user friendly user interface and easy to install mobile banking app.
Itis currently only on android platform
Fetures Of Mobile Banking
 IMPS FUND TRANSFER
 INTRABANK TRANSFER
 SELF FUND TRANSFER
 RTGS/NEFT
 CHEQUE BOOK REQUEST
 CHEQUE STATUS
 TRANSCTIONSEARCH
 MOBILEPASSBOOK
 MINI STETEMENT
 ATM CARD HOTMARKING

8. 8
BCCB Internet Banking
With great pleasure BCCB is introducing Net Banking facility to its customers.
Customer will be able to access his account details from anywhere through
Internet. The features / facilities offered under Net banking include Fund
transfer, statement of account download, Term Deposit creation, Loan
installment payment, NEFT and much more.
Take the advantage of Net banking facility offered free of charge and transact
securely.
Features of BCCB net banking :
 Get anytime anywhereaccess to your account
 Create your own standing instructions between accounts.
 Transfer funds between your own or other party accounts.
 Transfer of funds to other Bank through NEFT
 Download statement of account in desired formats.
 Check your pending / passed clearing transactions.
 Historicalpayee details againstinstrument number
 Loan, Deposit portfolio view with disbursement, repaymentschedule details.
 Order cheque book on line and get SMS once the Cheque book is ready.
 Do stop payment of cheque, hot marking (Stopping) ATM card with
immediate effect.
 Create your own Term Deposit. Certificate will be couriered to you within 3
days.
Bill payment facility will be made available very soon.

9. 9
1.2 OBJECTIVES OF THE STUDY
PRIMARY OBJECTIVE:
To study customer awareness aboutthe Internet and mobile Banking
services provided by BCCB with special reference to NAVGHAR branch.
SECONDARY OBJECTIVES:
 To analyze customer satisfaction level in the internet and mobile
banking services
 To know the reason for preferring internet and mobile banking service
in BCCB
 To know the customers perception about the internet and mobile
banking services.

10. 10
1.3 COMPANY PROFILE
INTRODUCTION OF THE BANK:-
Name of the Bank: BASSEIN CATHOLIC CO-OP. BANK LTD.
Head Office: PAPDY NAKA, VASAI (W), VASAI – 401207.
Register No.: TNA/BNK/102/1968, 06-02-1918.
RBI License No.: U.B.D./M.H.637P.
Jurisdiction: MAHARASHTRA
History Bassein Catholic Co-Op bank
Bassein catholic Co-op bank ltd was established as Credit Co-operative Society
by Social reformer Rev Msgr. P. J. Monis, christianmissionery on 6th February
1918 along with social activists in vasai to bring financial freedom in the
region of Vasai. Through his mission he succeeded in up-lifting the society,
which has brought massive change in the peoples lifestyle, education and
financial stability.
Milestones.
 Established as credit society in the year 6th February 1918
 Converted into Urban Co-Op bank in 1966.
 "Scheduled bank status" conferred on the Bank in 1990.
 Implementation of Core Banking Softwarein 2010 across allbranches.
 Tied up with SIDBI for Creditlink Capital Subsidy
 Tied up with CRISIL & SMERA credit rating agency for Rating for Units.
 Introduction of RUPAY debit card
 AD-1 License granted by RBI in 2015.
 Papdy, Bangli and Holi branch completed 50 glorious years of service.
 Net banking Facility in 2016

11. 11
Award achieveby bassein catholic bank
The spectacular performance of the bank, over the years has been duly
acknowledged by Co-operative Banking Association/Federations by bestowing
the following awards.
1. The Maharashtra State Co-operative Banks Association Ltd., in the year 2014-
15 awarded the Bank “Late PadmabhushanVasantDada Patil, Best Urban Co-
op. Bank” amongstall scheduled/ multi state co-operativebanks in
Maharashtra.
2. Avis Publication has awarded the Bank “BANCO PURASKAR2014”- 1stprize
for the best performancefor the financial year 2013-2014 in the category of
Banks having deposits of Rs. 3000 to Rs. 5000 crore.
3. ‘SahakarBhushan’Award 2013-14 by Maharashtra Government.
4. ‘Pratibimba’ Award 2013-14for AnnualReportby SahakarSugandha magazine
published by SahakarBharti.
5. The Indian Banker magazine has given 1strank to our Bank on the basis of
AverageCost of Funds, Return on Assets, CRAR,and Business per Empolees
6. Banking Frontiers Year 2011 Award for Excellence in Recovery & NPA
Management in large Urban Co-OperativeBanks Category The Bank has 45
branches with 37 Onsiteand 2 Off site ATMs . All the branches operateon
CBS.

12. 12
ORGANISATION CHART :-
BOARD OF
DIRECTORS
GENERAL
MANAGE
R
MANAGER
ASST.
MANAGER
CREDIT/RECOVERY
LEGAL DEPT
BRANCH
MANAGE
R
CHIEF
MANAGER
ASST
MANAGER
SR.
CLERK/JR.CLERK
PEON
PRINCIPAL
GENERAL
MANAGER
ASST.
GENERAL
MANAGER
BRANCH
MANAGER

13. 13
1.4 NEED FOR THE STUDY:
BCCBoffered Internet banking. But the fact is that there are only limited
customers who use this facility, compared to other services. Hence to enable
the awareness of this service in the minds of the customers the researcher is
interested to study "Customerawarenesstowardstheinternetbankingservices
provided by BCCB with special reference to NAVGHAR branch" in terms of
 Factors determining customer awareness towards the internet banking
services.
 To identify the customers'perceptionabouttheinternetbanking service.
 To traceoutthe expectation of customer towardstheinternetbanking
services.
SCOPE OF THE STUDY:
The study entitled "Customer awareness towards internet banking
services provided by BCCBwith specialreference to NAVGHAR branch" aims to
find out the awareness level and the effectiveness of Internet banking service
provided by BCCB to the customers. The analysis will help to know the
awareness level of customers regarding the internet banking services. Along
with the satisfactionlevelof tie customers in the internet banking services and
the customer's perception regarding the internet banking service at BCCB.

14. 14
2. RESEARCH METHODOLOGY
Research Methodology is a way systematically to solve the research
problem. It may be understood as a science of studying how research is done
scientifically. Itis necessaryfor the researcher to know not only the methods or
techniques b A also the methodology.
2.1 Research design:
Research design is the plan, structure, and strategy of investigation
conceived so as to obtained answers to research questions. Research design is
purely a framework or a plan for study that guides in the collection of data.
Descriptive research design is adopted for analyzing the data.
Research Method:
The research design is a Descriptive Research.Descriptive statistics was
tabular, graphical & numerical summaries of data. Its main purpose is to
facilitatethe presentation and INFERENCEof data. Descriptive Research design
involves description of the variables making up the demographic and
geographic profile of the sample

15. 15
2.2 SOURCE/TYPE OF DATA:
 Primary Data:
Primary data has collected directly from customers through structured
questionnaires (Individual sample units)
 Secondary Data:
Secondarydata hascollectedfrom thevariousmagazines,journals,
websiteof BCCBBANK and various websites.
2.3 SAMPLING DESIGN:
Self-administered Personal survey method was used to collect the
necessary data. For this purpose appropriate questionnaires were designed
2.4DEFINITION:CONVENIENCE.
In conveniencesampling, a sampleis obtained byselecting
convenientpopulation elements from the population.
2.5SAMPLE SIZE:
Our Samplesizewas150, who fulfillthebasiscriteria-Customerswith
BCCB.
SAMPLING UNIT:
A sampleunitis a singleindividual, who is having BCCB accounts.

16. 16
2.6 SAMPLING METHOD:
Thepopulation includes male and female customers residing in the area
of navghar ,vasai with the criteria: Customers with BCCB. In this project
convenience sampling method is followed.
2.7 Data collection instrument:
Appropriatelydesigned questionnaireto facilitateself-administered
surveyswith simplestandardquestions wereused to collect data.
STRUCTURE OF QUESTIONNAIRE:
The questions formulated were structured and non-disguised. The
questions were asked in order to get all the necessary information and to see
that the respondents could answer them with case. This pattern adopted
facilitated in analyzing the data.
Types of question asked
1 mutiple choice question
2. Dichotomous questions
3. Open questions

17. 17
3. DATA ANALYSIS AND INTERPRETATION
Table no 3.1
DISTRIBUTION OF RESPONDENTS ACORDING TO THEIR GENDER
Customer Mode
Gender No. of respondents Percentage
Male 80 54
Female 70 46
Total 150 100
CHART NO 3.1
INFERENCE:
From the above table, 54 per cent of the respondents are Male, 46 Per
cent of the respondents female.
Sales
Male
Female

18. 18
Table no 3.2
DISTRIBUTION OF RESPONDENTS ACORDING TO THEIR ACCOUNT HELD
WITH THE BANK:
Having account in BCCB
Status No. of. Respondents Percentage
Below 1 Year 25 16.67
1-3 Years 33 22
3-5 Year 41 27.33
Above 5 Years 51 34
Total 150 100
CHART No. 3.2
INFERENCE
From the above table, 39 percent of the respondents are having above
5 years with the bank, 27.33 percent of the respondents are between 3-5
years, and 22 percent of the respondents are 1-3 years. Remaining 16.67
percent of the respondents are having account below 1 year with the bank.
0
10
20
30
40
50
60
70
80
Belwo 1 Year 1-3 Years 3-5 Years Above 5 years
Percentage
No. of. Respondents

19. 19
Table no 3.3
DISTRIBUTION OF RESPONDENTS ACORDING TO THEIR CONVENIENT MODE
OF BANKING:
Classifications based on customer's convenient mode of banking :
Status No. of. Respondents Percentage
Branch 25 16.67
Internet banking 30 20
Phone banking 15 10
Mobile banking 25 16.67
ATM Services 55 36.66
Total 150 100
CHART No.3.3
INFERENCE:
From the above table, 36.66 Percent of respondents are aware about
ATM service, 20 Percent of respondents are aware about Internet banking
services, 16.67 Percent of respondents are aware about branch banking and
mobile banking service, remaining 10 Percent of respondents are awareabout
phone banking service.
0
10
20
30
40
50
60
70
80
90
100
Branch
banking
Internet
banking
Phone
banking
Mobile
bankin
ATM
Services
Percentage
No. of . Respondents

20. 20
Table no 3.4
DISTRIBUTION OF RESPONDENTS ACORDING TO THEIR AWARENESS ABOUT
THE INTERNET BANKING SERVICES:
Awareness about internet banking services
Status No. of. Respondents Percentage
Yes 125 83.33
No 25 16.67
Total 150 100
CHART No 3.4
INFERENCE:
From the above table, 83.33 percent of the respondents are aware of
the internet banking service offered by the bank the remaining 16.67 percent
of respondents are unaware of it.
0
50
100
150
200
250
Yes No
No. of. respondents
Percentage
No. of. Respondents

21. 21
Table no 3.5
DISTRIBUTION OF RESPONDENTS ACORDING TO THEIR USAGE OF
INTERNET BANKING SERVICES:
Awareness about internet banking services
Status No. of. Respondents Percentage
Yes 68 45
No 82 55
Total 150 100
Chart no 3.5
INFERENCE
Fromthe abovetable, 45 percent of the respondents are using internet
banking serviceoffered by the bank and the remaining 55 percent of
respondents arenot using it.
No. of. Respondents
Yes
No

22. 22
TABLENo 3.6
DISTRIBUTIONOF RESPONDENTS ACCORDING TO THE TRANSACTIONS THEY
MADE THROUGH INTERNET BANKING SERVICES:
Period of usage of internet banking services
Status No. of.
Respondents
Percentage
Balance Enquiry 12 17.65
Mini Statement 11 16.18
Statements of Account 12 17.65
Cheque based enquiry 9 13.24
Funds Transfer 12 17.65
Tax Payments 12 17.65
Total 68 100
Chart no3.6
INFERENCE
From the above table, 17.65 percent of the respondents tried Balance
Enquiry, AccountStatement, Funds Transfer and Tax Payments facility offered
by the bank. 16.18 percent of the respondents have checked their Mini
Statement and the remaining 13.24 percent of the respondents have made
Cheque based enquiry using internet banking service.
No. of respondents
Balance Enquiry
Mini Statement
Statements of Account
Cheque based enquiry
Funds Transfer
Tax Payments

23. 23
TABLE No 3.7
DISTRIBUTION OF RESPONDENTS REASON FOR NOT USING INTERNET
BANKING SERVICES:
Reason for not using internet
banking services
Status No. of.
Respondents
Percentage
Confusing 9 11
Lack of information 13 15.85
Fear of security 50 61
Others 10 12.2
Total 82 100
CHART No 3.7
INFERENCE:
From the above table, 61 percent of the respondents did not use this
service due to the fear of security, 15.85 percent of the respondents did not
usethis service due to the lack of information about this service, 12.2 percent
of the respondents did not use this service due to some other reasons and for
the remaining 11 percent of the respondents did not use this service due to
confusion in the internet banking service.
No. of. Respondents
Confusing
Lack of information
Fear of security
Others

24. 24
TABLE No 3.8
DISTRIBUTIONOF RESPONDENTSACCORDING TO THEIRSATISFACTION LEVEL IN
THE INTERNET BANKING SERVICE
Satisfaction in the internet banking services
Status No. of.
Respondents
Percentage
Highly satisfied 25 37
Satisfied 23 33.8
Neutral 15 22.1
Dis- Satisfied 5 7.4
Highly dis - satisfied 0 0
Total 68 100
CHART No 3.8
INFERENCE:
Fromtheabovetable, 37 percent of the respondents are highly- satisfied
with this service, 33.8percentof therespondents are satisfied with this service,
22.1 percentof therespondents areneutrally satisfied with this service, and 7.4
percent of the respondents are highly-satisfied with this service. None of the
respondents are highly dis-satisfied with this service.
0
10
20
30
40
50
60
70
No. of. Respondents
No. of. Respondents

25. 25
Table no 3.9
DISTRIBUTION OF RESPONDENTSACCORDING TO THEIR SATISFACTION
TOWARDS INTERNET BANKING SERVICES:
Satisfaction in the internet banking services
Status No. of.
Respondents
Percentage
Cheap and best 15 22.05
Saves time consumption 18 26.5
Fasttransactions 25 36.8
No need to visit bank
often
10 14.1
Total 68 100
CHART No 3.9
INFERENCE:
From the above table, 36.8 percent of the respondents are satisfied
because of faster transactions, 26.5 percent of the respondents are satisfied
because is Saves time consumption 22.05 percent of the respondents are
satisfied because it is Cheap and best, 14.1 percent of the respondents are
satisfied because no need to visit bank often.
No. of. Respondents
Cheap and best
Saves time consumption
Fast transactions
No need to visit bank often

26. 26
Table no 3.10
DISTRIBUTIONOF RESPONDENTS REASON FOR THEIRDISSATISFACTION
TOWARDS INTERNETBANKING SERVICES:
Reason for dis-satisfaction towards internet banking service
Status No. of. Respondents Percentage
Security reasons 85 56.67
Unable to do cash
transactions
45 30
Others 20 13.33
Total 150 100
CHART No 3.10
INFERENCE:
Fromthe above table, 56.67 percent of the respondents are dis-satisfied
for security reasons, 30percentof therespondents aredis-satisfied as it's unable
to do cash transactions, and 20 percent of the respondents are dis-satisfied for
other reasons.
0
20
40
60
80
100
120
140
160
Security reasons Unable to do cash
transactions
Others
No. of. Respondents
No. of. Respondents

27. 27
TABLENo 3.11
DISTRIBUTIONOF RESPONDENTSWITH REFERENCETO THEFACILITIESOFFERED
BY THE BANK FOR INTERNET BANKING:
Facilities offered for internet banking
Status No. of.
Respondents
Percentage
Excellent 20 29.4
Very Good 18 26.5
Good 15 22.06
Average 10 14.71
Poor 5 7.4
Total 68 100
CHART No 3.11
INFERENCE:
From the above table, 29.4 percent of the respondents have rated
excellent, 26.5percent of the respondents have rated Very good, 22.06 percent
of the respondents have rated Good, 14.71 percent-of the respondents have
rated Averageand theremaining 7.4percentof therespondents haverated poor
for the facilities offered by the bank for internet banking services.
0
10
20
30
40
50
60
Excellent Very Good Good Average Poor
No. of. Respondents
No. of. Respondents

28. 28
TABLE No 3.12
DISTRIBUTIONOF RESPONDENTS AC CORDINGTOFREQUENTUSAGEIN
INTERNET BANKING AND MOBILE BANKING SERVICE:
Chart no3.12
INFERENCE:
From the above table, 42.6 percent of the respondents use this service
regularly, 20.6 percent of the respondents use this service indifferent, 19.1
percentof the respondents use this service when they are out station and 17.6
percent of the respondents use this service once in awhile.
0
10
20
30
40
50
60
70
80
Regularly Once in a while When I am out-
station
Indifferent
Series 1
Classificationbasedoncustomerusagefrequently tointernetbanking
services Status No. of.
Respondents
Percentage
Regularly 29 42.6
Once in a while 12 17.6
When I am out-station 13 19.1
Indifferent 14 20.6
Total 68 100

29. 29
TABLENo 3.13
DISTRIBUTIONOF RESPONDENTS AC CORDING TO THEIR OPINION IN INTERNET
BANKING SERVICE:
Classificationof customeropinionabout theinternet banking services
Status No. of.
Respondents
Percentage
Excellent 85 56.7
Good 30 20
Average 18 12
Poor 17 11.3
Total 150 100
CHARTNo3.13
INFERENCE:
From the above table, 56.7 percent of the respondent' sopinion is
Excellent, 20percent of the respondent's opinion is good, 12 percent of
respondent's opinionis Average and the remaining 11.3 percent of the
respondent's opinion is Poor about the internet banking services provided by
BCCB.
Excellent
Good
Average
Poor

30. 30
4 FINDINGS
 54 percent of the respondents areMale.
 34 percent of respondents arehaving accountabove 5 years in the bank.
 All the respondents areaware of BCCB.
 36.66 percentof respondents areawareof only ATM Service.
 Only 83.33 percentof respondents areawareof the internet banking
serviceoffered by the bank.
 Only 45 percent of respondents areusing the internet banking service
offered by the bank.
 55 percent of respondents havenever used this serviceprovided by the
bank.
 17.65 percentof respondents havemade useof all the facilities offered
for internet banking serviceby the bank.
 61 percent of respondent's didn't usethe internet banking service
because of fear of security.
 36.8 percentof respondents used internet banking servicefor business
activity.
 37 percent of respondents arehighly satisfied with this service.
 36.8 percentof respondents aresatisfied due to faster transactions.
 56.67 percentof respondents aredissatisfied due to security reasons.
 29.4 percentof respondents havegraded excellent for the facilities
offered for internet banking
 33.8 percentof respondents usethis servicevery frequently.
 42.6 percentof respondents usethis serviceregularly.
 56.7 percentof respondent's opinion is excellent about the internet
banking services provided by BCCB.

31. 31
SUGGESTIONS:
 Customers arenot satisfied with the RTGS / NEFT facility.
 Though the Internet Banking is an effective tool but many of the
customers are not using it due to the awareness of the particular direct
banking channel. Now the responsibility lies with the bank to make them
aware about various Internet and mobile banking channels through
publicity and advertisement.
 Bank should educate the customer about the usage of internetand
mobile banking channel and also about their advantages. This would
promptthe customers to shift from traditional brick and mortar channel.
 It has been observed that even the customers who know about internet
banking channel are not using this facility due to misconception and lack
of information. These customers should be targeted by the bank and
must be convinced to use the same.
 The result of the study shows that customers are using only few facility
of various internet banking channel. Though e- banking provides a full
gamut of various services. Customer should be made aware of these
services and must be encouraged to use the same.
 The bank may improve existing facilities in rural areas through
advertising, spread awareness about computer and net banking.
 The best way to motivate the customer to use the e- banking is the most
efficient customer care service.

32. 32
5. CONCLUSION:
 The success of the company directly or indirectly depends on their
customers, as they are the backbone of the company. With the
development of technology the customers expectations are raising
relentlessly, competitive will survive who can respond to the customer
needs faster and better than anyone.
 The project commence with fixing the objective then sample were
collected accordingly around 150 samples have been collected from the
population in a structure method and analysis have been done to get the
results.
 The objectives framed at the beginning of the project have been
achieved.
 The customers are aware of Dena bank and various types of the services
provided by the bank.
 The result of this study shows that perceived usefulness, perceived ease
of use, customer awareness and perceived risk are the important
determinants of internet banking adoption.
 Study concludes that majority of customers are accepting internet
banking because of many favorable factors. Analysis concluded that
usefulness, ease of use of the system awareness about internet banking
and risks related to it are the main perusing factors to accept internet
banking system.
 These factors have a strong and positive effect on customers to accept
internet banking system.
 This "customer awareness survey" is conducted to rival the awareness
level of the customers towards internet banking service in different
parameters as per the respondents having positive attitude towards
BCCB.

33. 33
6. BIBLIOGRAPHY
www.bccb.co.in
www.google.com
www.wikipedia.org

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THE STUDY OF CUSTOMER AWARENESS TOWARDS INTERNET AND MOBILE BANKING
SERVICES PROVIDED BY BCCB WITH SPECIAL REFERENCE TO NAVGHAR BRANCH:
QUESTIONNAIRE
NAMEOF RESPONDENT :-
1. How long you have account in BCCB?
a) Below 1 year b) 1-3 years
c) 3-5 years d) Above5 years
2. What type of accountyou havein BCCB ?
a) Savings b) Current c) Cash credit
d) Term deposits e) Others
3. According to you which is more convenient way for banking?
a) Branch banking b) Internetbanking
c) Phonebanking d) Mobile banking
e) ATM
4. Are you awareof internet banking services?
a) Yes b) No
5.Haveyou used this facility?
a) Yes b) No
6. If "Yes", which transaction you have made?
a) Balance Enquiry b) Mini statement
c) Statement of accounts d) Cheque based enquiry
e) Funds transfer f) Tax payments

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7. If "No", then whatis the reason for not using internet banking facility?
a) Confusing b) Lack of information
c) Fear of security d) others
8. How long you are using this internet banking facility?
a) Not used b) Less than 1 year
c) 1-2 years d) above2 years
9. How well you are satisfied with the internet banking channel?
a) Highly satisfied b) Satisfied
c) Neutral d) Dis-satisfied
e) Highly dis-satisfied
10. Mention your reason for satisfaction towards the internet banking service?
a) Cheap & best b) Saves time consumption
c) Fasttransactions d) No need to visitbank often
11. Mention your reason for dis-satisfaction in the internet banking service?
a) Security reasons b) unable to do cash transactions
c) Others (Please specify) __________
12.Whatdo you think of the facilities offered by the bank for internet banking?
a) Excellent b) Very Good c) Good
d) Average e) Poor
13. How frequently you useinternet banking facility?
a) Regularly b) Oncein a while
c) When I am out-station d) Indifferent
14. What is your overallopinion about internet banking?
a) Excellent b) Good
c) Average e) Poor
15. Give your suggestion for internet banking:
__________________________________
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