Comparitive analysis of sbi bank and icici bank


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Comparitive analysis of sbi bank and icici bank

  4. 4. ACKNOWLEDGEMENTPresenting a project of this is an arduous task, demanding a lot of time. I cannot infull measure reciprocate the kindness shown and contribution made by various persons inthis endeavor. I will remember all of them with gratitude.I am extremely gratified to my research guide “Mr. Amjad Ali” for his significantsupport extended for the successfully completion of the project as he supported me allthrough the project and devoted his precious time for me. I am really appreciative to thevarious respondents who took keen interest in my project and help me a lot in completingthis project.I am always beholden to my God, for always being with me and showing me theright way, my family, for always doing favor to me and my friends and colleaguesconsistently helped me with encouragement, creative inputs and criticism throughout theproject work, for always lifting my sights to higher vision, raising my personality beyondnormal limitation and for realizing me my strengths and potential.SHWETA KHARBANDA.
  5. 5. PREFACEE-banking is a global component in the economy. The role of banks has been andcontinues to be shaped by a number of mega trend the globalization of financial markets,the rise of non bank competitors, the ongoing evolution and implementation of newtechnologies, and deregulation and disintermediation (i.e., the movement away from themiddleman role played by banks between depositors and lenders).The purpose of this report is to provide a straightforward approach to understandthe e-banking services provided by the two banks and how they are different from eachother which make one bank the best from the other. An effort is made to understand theexpectations of the customers with the two banks.
  6. 6. EXECUTIVE SUMMARYThis report has all the details covering the level of e-banking services provided bythe ICICI and SBI Bank to its customers.It includes the research on the customers’ expectations and requirements ofebanking services of the bank. The research is basically done on the comparative analysisof ebanking services of ICICI and SBI bank. It is done to know that which bank is betterin providing the e banking services. I have reviewed various literatures on the netpertaining to the SBI & ICICI bank. Through the data analysis it was found that alloverthe e-banking service of SBI bank is the best as compared to ICICI bank. The SBI Bankhas more customer satisfaction than the other banks. Through a small sample size also itwas revealed and proved that the public sector bank that is SBI Bank is at a developingand progressing side than the ICICI Bank. The customers were more positive in theirapproach. Making this kind of report created enthusiasm and interest in this topic.
  7. 7. CERTIFICATE OF DECLARATIONI hereby declare that this project is my original workand have not been submittedin any form as a part of any other part.Information derived from the published and unpublished data of other has beenacknowledged in the list of references given in the bibliography.SHWETA KHARBANDA
  8. 8. INTRODUCTIONINDUSTRY PROFLE OF STATE BANK OF INDIA (SBI)The evolution of State Bank of India can be traced back to the first decade of the19th century. It began with the establishment of the Bank of Calcutta in Calcutta, on 2June 1806. The bank was redesigned as the Bank of Bengal, three years later, on 2January 1809. It was the first ever joint-stock bank of the British India, established underthe sponsorship of the Government of Bengal. Subsequently, the Bank of Bombay(established on 15 April 1840) and the Bank of Madras (established on 1 July 1843)followed the Bank of Bengal. These three banks dominated the modern banking scenarioin India, until when they were amalgamated to form the Imperial Bank of India, on 27January 1921.An important turning point in the history of State Bank of India is the launch ofthe first Five Year Plan of independent India, in 1951. The Plan aimed at serving theIndian economy in general and the rural sector of the country, in particular. Until thePlan, the commercial banks of the country, including the Imperial Bank of India,confined their services to the urban sector. Moreover, they were not equipped to respondto the growing needs of the economic revival taking shape in the rural areas of thecountry. Therefore, in order to serve the economy as a whole and rural sector inparticular, the All India Rural Credit Survey Committee recommended the formation of astate-partnered and state-sponsored bank.The All India Rural Credit Survey Committee proposed the take over of theImperial Bank of India, and integrating with it, the former state-owned or state-associatebanks. Subsequently, an Act was passed in the Parliament of India in May 1955. As aresult, the State Bank of India (SBI) was established on 1 July 1955. This resulted inmaking the State Bank of India more powerful, because as much as a quarter of theresources of the Indian banking system were controlled directly by the State. Later on, the
  9. 9. State Bank of India (Subsidiary Banks) Act was passed in 1959. The Act enabled theState Bank of India to make the eight former State-associated banks as its subsidiaries.The State Bank of India emerged as a pacesetter, with its operations carried out bythe 480 offices comprising branches, sub offices and three Local Head Offices, inheritedfrom the Imperial Bank. Instead of serving as mere repositories of the communityssavings and lending to creditworthy parties, the State Bank of India catered to the needsof the customers, by banking purposefully. The bank served the heterogeneous financialneeds of the planned economic development.
  10. 10. BRANCHESThe corporate center of SBI is located in Mumbai. In order to cater to differentfunctions, there are several other establishments in and outside Mumbai, apart fromthe corporate center. The bank boasts of having as many as 14 local head offices and57 Zonal Offices, located at major cities throughout India. It is recorded that SBI hasabout 10000 branches, well networked to cater to its customers throughout India.ATM ServicesSBI provides easy access to money to its customers through more than 8500ATMs in India. The Bank also facilitates the free transaction of money at the ATMsof State Bank Group, which includes the ATMs of State Bank of India as well as theAssociate Banks – State Bank of Bikaner & Jaipur, State Bank of Hyderabad, StateBank of Indore, etc. You may also transact money through SBI Commercial andInternational Bank Ltd by using the State Bank ATM-cum-Debit (Cash Plus) card.SubsidiariesThe State Bank Group includes a network of eight banking subsidiaries andseveral non-banking subsidiaries. Through the establishments, it offers variousservices including merchant banking services, fund management, factoring services,primary dealership in government securities, credit cards and insurance.[[The eight banking subsidiaries are:• State Bank of Bikaner and Jaipur (SBBJ)• State Bank of Hyderabad (SBH)• State Bank of India (SBI)• State Bank of Indore (SBIR)
  11. 11. • State Bank of Mysore (SBM)• State Bank of Patiala (SBP)• State Bank of Saurashtra (SBS)• State Bank of Travancore (SBT)Products And ServicesPersonal Banking• SBI Term Deposits SBI Loan For Pensioners• SBI Recurring Deposits Loan Against Mortgage Of Property• SBI Housing Loan Loan Against Shares & Debentures• SBI Car Loan Rent Plus Scheme• SBI Educational Loan Medi-Plus SchemeOther Services• Agriculture/Rural Banking• NRI Services• ATM Services• Demat Services• Corporate Banking• Internet Banking• Mobile Banking• International Banking• Safe Deposit Locker• RBIEFT• E-Pay• E-Rail• SBI Vishwa Yatra Foreign Travel Card• Broking Services• Gift Cheques
  12. 12. COMPANY PROFILEState Bank of India is an India-based bank. In addition to banking, the Company,through its subsidiaries, provides a range of financial services, which include lifeinsurance, merchant banking, mutual funds, credit card, factoring, security trading,pension fund management and primary dealership in the money market. It operates infour business segments: Treasury, Corporate/Wholesale Banking, Retail Banking andOther Banking Business. The Treasury segment includes the investment portfolio andtrading in foreign exchange contracts and derivative contracts. The Corporate/WholesaleBanking segment comprises the lending activities of Corporate Accounts Group, MidCorporate Accounts Group and Stressed Assets Management Group. The Retail Bankingsegment consists of branches in National Banking Group, which primarily includespersonal banking activities, including lending activities to corporate customers havingbanking relations with branches in the National Banking Group.PRODUCT PROFILESBI offers Corporate and Retail Internet Banking Products and Other Value Added Services-:E-TicketingBill PaymenteZtrade@sbiRTGS/NEFTE-PaymentFund TransferThird Party transferDemand DraftCheque Book RequestAccount opening requestDemat Account Statement
  13. 13. INDUSTRY PROFILE OF ICICI BANKICICI Bank started as a wholly owned subsidiary of ICICI Limited, an Indianfinancial institution, in 1994. Four years later, when the company offered ICICI Banksshares to the public, ICICIs shareholding was reduced to 46%. In the year 2000, ICICIBank offered made an equity offering in the form of ADRs on the New York StockExchange (NYSE), thereby becoming the first Indian company and the first bank orfinancial institution from non-Japan Asia to be listed on the NYSE. In the next year, itacquired the Bank of Madura Limited in an all-stock amalgamation. Later in the year andthe next fiscal year, the bank made secondary market sales to institutional investors.With a change in the corporate structure and the budding competition in the IndianBanking industry, the management of both ICICI and ICICI Bank were of the opinionthat a merger between the two entities would prove to be an essential step. It was in 2001that the Boards of Directors of ICICI and ICICI Bank sanctioned the amalgamation ofICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal FinancialServices Limited and ICICI Capital Services Limited, with ICICI Bank. In the followingyear, the merger was approved by its shareholders, the High Court of Gujarat atAhmedabad as well as the High Court of Judicature at Mumbai and the Reserve Bank ofIndia.
  14. 14. Present ScenarioICICI Bank has its equity shares listed in India on Bombay Stock Exchange andthe National Stock Exchange of India Limited. Overseas, its American DepositaryReceipts (ADRs) are listed on the New York Stock Exchange (NYSE). As of December31, 2008, ICICI is Indias second-largest bank, boasting an asset value of Rs. 3,744.10billion and profit after tax Rs. 30.14 billion, for the nine months, that ended on December31, 2008.Branches & ATMsICICI Bank has a wide network both in Indian and abroad. In India alone, thebank has 1,420 branches and about 4,644 ATMs. Talking about foreign countries, ICICIBank has made its presence felt in 18 countries - United States, Singapore, Bahrain, HongKong, Sri Lanka, Qatar and Dubai International Finance Centre and representative officesin United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia andIndonesia. The Bank proudly holds its subsidiaries in the United Kingdom, Russia andCanada out of which, the UK subsidiary has established branches in Belgium andGermany.
  15. 15. PRODUCT PROFILEPersonal Banking• Deposits• Loans• Cards• Investments• Insurance• Demat Services• Wealth ManagementNRI Banking• Money Transfer• Bank Accounts• Investments• Property Solutions• Insurance• LoansBusiness Banking• Corporate Net Banking• Cash Management• Trade Services• FXOnline• SME Services• Online Taxes• Custodial Services
  16. 16. COMPANY PROFILE OF ICICI BANKICICI Bank Limited (the Bank) is a banking company engaged in providing arange of banking and financial services, including commercial banking and treasuryoperations. It operates under four segments: retail banking, wholesale banking, treasuryand other banking. The Bank’s subsidiaries include ICICI Prudential Life InsuranceCompany Limited, ICICI Lombard General Insurance Company Limited, ICICITrusteeship Services Limited, ICICI Prudential Pension Funds, Management CompanyLimited, ICICI Home Finance Company Limited and ICICI Securities Limited.PRODUCT PROFILEICICI Bank is the one-stop shop for all your forex needs.Whether your destination is Paris, Mauritius or enchanting Rome, ICICI Bank offers thebest of both worlds. They buy and sell the following :ICICI Bank Travel CardTravelers ChequesForeign Currency
  17. 17. E-BANKINGInternet banking (or E-banking) means any user with a personal computer and abrowser can get connected to his bank -s website to perform any of the virtual bankingfunctions. In internet banking system the bank has a centralized database that is web-enabled. All the services that the bank has permitted on the internet are displayed inmenu. Any service can be selected and further interaction is dictated by the nature ofservice. Once the branch offices of bank are interconnected through terrestrial or satellitelinks, there would be no physical identity for any branch. It would a borderless entitypermitting anytime, anywhere and anyhow banking.The delivery channels include direct dialup connections, private networks, publicnetworks, etc. with the popularity of computers, easy access to Internet and World WideWeb (WWW), Internet is increasingly used by banks as a channel for receivinginstructions and delivering their products and services to their customers. This form ofbanking is generally referred to as Internet Banking, although the range of products andservices offered by different banks vary widely both in their content and sophistication.The E-Banking is an application that has been developed for a well-establishedregional bank operating primarily in south India. The bank has several branches in keycities and towns in the north. In the world of this competitive environment andtechnological development, the bank has been totally computerized in the last 3 years,and to increase its customer base has started planning, for a concept called as e-banking;with this concept the bank wants to move very nearer to the customers and increase itsbasic operational strategies. Through E-Banking the bank wants to introduce the coreconcept of IT based Enabled Services (ITES). The E-Banking services are executed only
  18. 18. upon the customer, and these e-banking services would fully integrate with the corebanking solution that is already in usage. The major idea is to provide a series of servicesto the customer through the internet, and make the customer feel flexible in calling outsimple tasks faster instead of making visit to the bank every time. The e-banking serviceis open only to savings bank. Customers and not for current account holders. Thecustomer is privileged to use most of the system only as a viewing phase, the only onlinetransactions the customer can do are chequebook requisition and fund transfer among hispersonal accounts.Wireless banking is a delivery channel that can extend the reach and enhance theconvenience of Internet banking products and services. Wireless banking occurs whencustomers access a financial institutions network(s) using cellular phones, pagers, andpersonal digital assistants (or similar devices) through telecommunication companies’wireless networks. Wireless banking services in the United States typically supplement afinancial institutions e-banking products and services.Person-to-Person PaymentsElectronic person-to-person payments, also known as e-mail money, permitconsumers to send “money” to any person or business with an e-mail address. Under thisscenario, a consumer electronically instructs the person-to-person payment service totransfer funds to another individual. The payment service then sends an e-mail notifyingthe individual that the funds are available and informs him or her of the methodsavailable to access the funds including requesting a check, transferring the funds to anaccount at an insured financial institution, or retransmitting the funds to someone else.Person-to-person payments are typically funded by credit card charges transfer from theconsumer’s account at a financial institution. Since neither the payee nor the payer in thetransaction has to have an account with the payment service, such services may beoffered by an insured financial institution, but are frequently offered by other businessesas well.
  19. 19. Banking Services through Internet:1. The Basic Level Service is the banks’ web sites which disseminate informationon different products and services offered to customers and members of public in general.It may receive and reply to customer’s queries through e-mail;2. In the next level are Simple Transactional Web sites which allows customers tosubmit their instructions, applications for different services, queries in their accountbalances, etc. but do not permit any fund-based transactions on their accounts;3. The third level of Internet banking service are offered by Fully Transactional Websites which allow the customers to operate on their accounts for transfer of funds,payment of different bills, subscribing to other products of the bank and to transactpurchase and sale of securities, etc. The above forms of Internet banking service thecustomer or by new banks, who deliver banking service primarily through Internet orother electronic delivery channels as the value added services. Some of these banks areknown as ‘Virtual’ banks or ‘Internet only’ banks and may not have physical presence ina country despite offering different banking services.The Indian Scenario: -• Internet banking, both as a medium of delivery of banking services and as astrategic tool for business development.• At present, the total internet users in the country are estimated at 9 lakh. However,this is expected to grow exponentially to 90 lakh by 2003. Only about 1 percent ofInternet users did banking online in 1998. This is increased to 16.7 percent inMarch 2000. - (India Research, May 29, 2000, Kotak Securities)
  20. 20. • Cost of banking service through the Internet from a fraction of costs throughconventional methods. Rough estimates assume teller cost at Re.1 per transaction,ATM transaction cost at 45 paise, phone banking at 35 paise, debit cards at 20paise and Internet banking at 10 paise per transaction.Plastic Cards as Media for Payment: -There are four types of plastic cards being used as media for making payments. Theseare:1. Credit Card2. Debit Card3. Smart Card4. ATM Card1. Credit Cards: -The credit card enables the cardholders to: Purchase any item like clothes,jewellery, railway/air tickets, etc. Pay bills for dining in a restaurant or boarding andlodging in hotelAvail of any service like car rental, etc.2. Debit Cards: -A debit card is issued on payment of a specified amount by the issuing companylike a telephone company to a customer on cash payment or on debiting his account by abank.Thus it is like an electronic purse, which can be read and debited by the requiredamount.
  21. 21. It may be noted that while through a credit card, the customer first makes a purchase oravails service and pays later on, but for getting the debit card, a customer has to first paythe due amount and then make a purchase or avail the service. For this reason,debit card are not as popular as credit cards.3. Smart Cards: -Smart Cards have a built-in microcomputer chip, which can be used for storing andprocessing information. For example, a person can have a smart card from a bank withthe specified amount stored electronically on it. As he goes on makingtransactions with the help of the card, the balance keeps on reducing electronically. Whenthe specified amount is utilized by the customer, he can approach the bank to get his cardvalidated for a further specified amount. Such cards are used for paying small amountslike telephone calls, petrol bills, etc.4. ATM Cards: -The card contains a PIN (Personal Identification Number) which is selected by thecustomer or conveyed to the customer and enables him to withdraw cash up to thetransaction limit for the day. He can also deposit cash or cheque.Internet banking in IndiaThe Reserve Bank of India constituted a working group on Internet Banking. The groupdivided the internet banking products in India into 3 types based on the levels of accessgranted. They are:i) Information Only System: General purpose information like interest rates,branch location, bank products and their features, loan and deposit calculations areprovided in the banks website. There exist facilities for downloading various types ofapplication forms. The communication is normally done through e-mail. There is no
  22. 22. interaction between the customer and banks application system. No identification of thecustomer is done. In this system, there is no possibility of any unauthorized persongetting into production systems of the bank through internet.ii) Electronic Information Transfer System: The system provides customer-specific information in the form of account balances, transaction details, and statement ofaccounts. The information is still largely of the read only format. Identification andauthentication of the customer is through password. The information is fetched from thebanks application system either in batch mode or off-line. The application systemscannot directly access through the internet.iii) Fully Electronic Transactional System: This system allows bi-directionalcapabilities. Transactions can be submitted by the customer for online update. Thissystem requires high degree of security and control. In this environment, web server andapplication systems are linked over secure infrastructure. It comprises technologycovering computerization, networking and security, inter-bank payment gateway andlegal infrastructure.Avail the following services through E-Banking.Bill payment serviceYou can facilitate payment of electricity and telephone bills, mobile phone, credit cardand insurance premium bills as each bank has tie-ups with various utility companies,service providers and insurance companies, across the country. To pay your bills, all youneed to do is complete a simple one-time registration for each biller. You can also set upstanding instructions online to pay your recurring bills, automatically. Generally, thebank does not charge customers for online bill payment.
  23. 23. Fund transferYou can transfer any amount from one account to another of the same or any anotherbank. Customers can send money anywhere in India. Once you login to your account,you need to mention the payeess account number, his bank and the branch. The transferwill take place in a day or so, whereas in a traditional method, it takes about threeworking days. ICICI Bank says that online bill payment service and fund transfer facilityhave been their most popular online services.Credit card customersWith Internet banking, customers can not only pay their credit card bills online but alsoget a loan on their cards. If you lose your credit card, you can report lost card online.Railway passThis is something that would interest all the aam janta. Indian Railways has tied upwith ICICI bank and you can now make your railway pass for local trains online. Thepass will be delivered to you at your doorstep. But the facility is limited to Mumbai,Thane, Nashik, Surat and Pune.
  24. 24. Investing through Internet bankingYou can now open an FD online through funds transfer.Now investors withinterlinked demat account and bank account can easily trade in the stock market and theamount will be automatically debited from their respective bank accounts and the shareswill be credited in their demat account. Moreover, some banks even give you the facilityto purchase mutual funds directly from the online banking system.Nowadays, most leading banks offer both online banking and demat account.However if you have your demat account with independent share brokers, then you needto sign a special form, which will link your two accounts.
  25. 25. Recharging your prepaid phoneNow just top-up your prepaid mobile cards by logging in to Internet banking. By justselecting your operators name, entering your mobile number and the amount forrecharge, your phone is again back in action within few minutes.ShoppingWith a range of all kind of products, you can shop online and the payment is alsomade conveniently through your account. You can also buy railway and air ticketsthrough Internet banking.Advantage of Internet bankingAs per the Internet and Mobile Association of Indias report on online banking 2006,"There are many advantages of online banking. It is convenient, it isnt bound byoperational timings, there are no geographical barriers and the services can be offered at aminiscule cost."Through Internet banking, you can check your transactions at any time of the day,and as many times as you want to. Where in a traditional method, you get quarterlystatements from the bank. If the fund transfer has to be made outstation, where the bankdoes not have a branch, the bank would demand outstation charges. Whereas with thehelp of online banking, it will be absolutely free for you.Security PrecautionsCustomers should never share personal information like PIN numbers, passwords etcwith anyone, including employees of the bank. It is important that documents that contain
  26. 26. confidential information are safeguarded. PIN or password mailers should not be stored,the PIN and/or passwords should be changed immediately and memorised beforedestroying the mailers.Customers are advised not to provide sensitive account-related information overunsecured e-mails or over the phone. Take simple precautions like changing the ATMPIN and online login and transaction passwords on a regular basis. Also ensure that thelogged in session is properly signed out.The advantages of Internet banking are obvious. Business people can access theirpersonal and business account information while saving a trip to the bank. You can checkyour balance whenever you need to, even if the bank is closed. Not only that, but you canpay your bills online as well, which saves both time and money on postage.Another advantage of Internet banking is the ability to easily compare services offeredby different banks. You can buy financial products and apply for loans online, and indoing so, you can compare your options to ensure that you get the best possible services.You can even buy insurance online through Internet banking services. Stocks and bondsand other investments can be managed with online banking from your home or officeindependent of a financial intermediary like a stockbroker.
  27. 27. SBI BANKSBI offers Corporate and Retail Internet Banking Products and Other Value AddedServicesE-TicketingYou can book your railway, air and bus tickets online through Online.To book your train ticket, just log on to and create an ID thereat if you do nothave one. Submit your travel plan and book the ticket(s)-either• i-ticket (where the delivery of tickets will be made at your address) or• e-tickets (wherein after successful payment transactions, an e-ticket is generatedwhich can be printed any time. For an e-ticket, the details of photo identity cardwill required to be filled in)and select State Bank of India in the payment options. You will be redirected to InternetBanking site of SBI ( After submitting the respective ID andpassword, you can select your account. After a successful debit, Railways will generatethe ticket. E-ticket can be printed by you whereas the i-ticket will be dispatched byIRCTC at the given address. Service charges @ Rs.10/- per transaction shall be levied inaddition to the cost of the ticket. Cancellation of E-ticket can be done by logging on toIRCTCs site; refund amount will be credited to your account directly within 2-3 days.For cancellation of i-ticket, you shall be required to submit your ticket at a computerizedcounter of Railways and on cancellation, the amount shall be credited back to youraccount.You can also book your Air ticket through the e-ticketing feature. Logon to IndianAirlines website to make a payment for an e-ticket through State Bank of India, you needto select SBI as the payment option. The payment request will be redirected to Internet
  28. 28. Banking site. The request may be processed based on values sent from the airlineswebsite. Once a transaction is processed, an appropriate response will be sent to airlinessite to update the status of the transaction. You can print the E-ticket immediately.To book bus tickets to destinations in Karnataka, log on to the KSRTC website.Provide details about the start and end points of your journey, date of journey and numberof tickets. Verify availability of seats on the selected date and confirm the transaction.Select Online to make the payment. Provide your credentials and select the SBI accountthat will be debited for the payment. You are provided a KSRTC reference number foryour e-Ticket.SBI E-TaxYou can pay your taxes online through SBI E-Tax. This facility enables you to payTDS, Income tax, Indirect tax, Corporation tax, Wealth tax, Estate Duty and FringeBenefits tax. Click the e-Tax link in the home page. You are displayed a page with twolinks Direct Tax and Indirect Tax.Click the Direct Tax link. You will be redirected to the NSDL site where you canselect an online challan based on the tax you wish to pay. Provide the PAN, name andaddress, assessment year, nature of payment and bank name. On selecting the bank nameas SBI and submitting the form, you will be redirected to the Internet Banking site. Aftersubmitting the respective ID and password, you can select your account for makingpayment of taxes. After payment is successful you can print the E-Receipt for thepayment. The E-receipt can be printed at a later date also and the same can be retrievedfrom: Enquiries > Find Transactions > Status Enquiries > Click on the respectivetransaction to print the tax receipt.
  29. 29. The Indirect Tax link is used to make Central Excise and Service Tax payments toCentral Board of Excise and Customs. The online payment feature facilitates anytime,anywhere payment and an instant E-Receipt is generated once the transaction iscomplete. The Indirect Tax payment facility is available to Registered CentralExcise/Service Tax Assessee who possesses the 15 digit PAN based Assessee Code. Youcan make CBEC payments using the Indirect Taxes link available in thePayments/Transfers tab. You need to provide your assessee code as registered withCBEC and select the minor heads towards which you intend to pay tax. Select theappropriate tax type and enter the tax amount. Select an account for debiting the total taxamount. You can use any of your transaction accounts to make the payment. If a paymentis successful, CBEC provides a link to generate an E-Receipt for the payment.Internet banking customers can pay tax through site to site integration. Forgovernment agencies, which are not Internet-enabled, OnlineSBI offers the GovernmentTax Payment facility. This facility is available as a post login feature in the retail andcorporate banking sites of the Online SBI portal.Please note that the cut-off time for OLTAS and CBEC payment is 8 P.M. IST. Anytransactions created after the cut off time will be processed after 7 A.M. on the followingdayBill PaymentA simple and convenient service for viewing and paying your bills online.• No more late payments• No more queues• No more hassles of depositing cheques
  30. 30. Using the bill payment you can view and Pay Various bills online, directly from yourSBI account. You can pay telephone,electricity, insurance,credit cards and other billsfrom the comfort of your house or office, 24 hours a day, 365 days a year. Simply logonto with your credentials and register the biller to which youwant to pay, with all the bill details. Once the bill is uploaded by the biller, you can makepayment online.You can see how do i to learn the steps for using the facility.You can also set up AutoPay instructions with an upper limit to ensure that your bills arepaid automatically whenever they are due. The upper limit ensures that only bills withinthe specified limit are paid automatically, thereby providing you complete control overthese payments.The e-PAY service is available in various cities across the country and you can nowmake payments to several billers in your region.eZtrade@sbiState Bank of India (SBI) in alliance with Motilal Oswal Securities Limited and SBICaps Securities Limited (SSL) now introduces you to eZ-trade@sbi, a State-of-the-Artonline trading platform predominantly to cater to every trading need (presently availableto Indian Residents Only) and offers a truly world class experience of online investing -anyplace, anytime. This service provides you with a 3-in-1 account which is an integratedplatform of Bank Account, Demat Account and an Online Trading Account to give you aconvenient and paper free trading experience under one roof.We provides online tradingof shares of Companies listed on BSE and NSE. eZ-trade@sbi will let you trade from thecomfort of your home or office through the Internet.Buying and selling of shares is now just a click away. So go ahead and enjoy yourfast, easy and hassle-free online shares/securities trading experience with Indias LargestBank
  31. 31. RTGS/NEFTYou can transfer money from your State Bank account to accounts in other banksusing the RTGS/NEFT service. The RTGS system facilitates transfer of funds fromaccounts in one bank to another on a "real time" and on "gross settlement" basis. Thissystem is the fastest possible interbank money transfer facility available through securebanking channels in India. RTGS transaction requests will be sent to RBI immediatelyduring working hours post working hours requests are registered and sent to RBI on nextworking day. You can also schedule a transaction for a future date. You can transfer anamount of Rs.2 lakhs and above using RTGS system.National Electronic Funds Transfer (NEFT) facilitates transfer of funds to the creditaccount with the other participating bank. RBI acts as the service provider and transfersthe credit to the other banks account.NEFT transactions are settled in batches based on the following timings1. 11 settlements on weekdays - at 09:00, 10:00, 11:00, 12:00, 13:00, 14:00, 15:00,16:00, 17:00, 18:00 and 19:00 hrs.2. 4 settlements on Saturdays - at 09:00, 11:00, 12:00 and 13:00 hrs.Please note that all the above timings are based on Indian Standard Time (IST) only.
  32. 32. In order to transfer the funds to an account with other bank, kindly ensure that the bankbranch of the beneficiary is covered under the RGTS/NEFT payment system. It isrecommended that you choose the Bank/Branch from the drop down option providedunder the link "Add InterBank beneficiary".Please exercise care to provide the correct account number and name of the beneficiary.E-PaymentYou can pay your insurance premium, mobile phone bills and also you can purchasemutual fund units by coming from the billers website and selecting state bank of India inthe payment option.
  33. 33. LIC PREMIUM: For paying premium of LIC policy logon to andregister your policy details. When the premium is due select State Bank of India in themake payment option.SBI Mutual FUND: You can invest in the SBI Mutual Fund schemes online. Logon and select the scheme in which you want to make investment in thepayment option select State Bank of India.CCAVENUES: Enjoy shopping at the CCAvenue Shopping Mall and purchase from awide variety of products and services through CCAvenue Certified Vendors. Makepayments for your purchases using your Internet enabled SBI accounts.Fund TransferThe Funds Transfer facility enables you to transfer funds within your accounts in thesame branch or other branches. To make a funds transfer, you should be an activeInternet Banking user with transaction rights.Daily limit for Funds Transfer to own Accounts:• Between Accounts in the same branch: Rs.10 Lacs.• Between Accounts across branches: Rs.5 Lacs.Daily limit for Funds Transfer to PPF Accounts in the same branch or across branches:Rs.70000. This is subject to a ceiling of Rs.70000, by a maximum 12 deposits, duringthe Financial Year, for the Principal Amount.Just log on to retail section of the Internet Banking site with your credentials andselect the Funds Transfer link under Payments/Transfers tab. You can see all your onlinedebit and credit accounts. Select the debit account from which you wish to transfer fundsand the credit account into which the amount is to be credited. Enter the amount andremarks. The remarks will be displayed in your accounts statement for this transaction.You will be displayed the last five funds transfer operations on your accounts. On
  34. 34. confirming the transaction, you will be displayed a confirmation page with the details ofthe transaction and the option to submit or cancel the funds transfer request. A referencenumber will be generated for your record.Third Party transferYou can transfer funds to your trusted third parties by adding them as third partyaccounts. The beneficiary account should be any branch SBI.Transfer is instant.You cando any number of Transactions in a day for amount aggregating Rs.5 lakhs.To transfer funds to third party having account in SBI,you need to add and approve athird party, you need to register your mobile number in personel details link under profilesection. You will receive a One Time SMS password on your mobile phone to approve athird party. If you do not have a mobile number, third party approval will be handled byyour branch. Only after approval of third party, you will be able to transfer funds to thethird party. You can set limits for third party transactions made from your accounts oreven set limits for individual third parties.Demand DraftThe Internet Banking application enables you to register demand drafts requestsonline. You can get a demand draft from any of your Accounts (Savings Bank, CurrentAccount, Cash Credit or OverDraft). You can set limits for demand drafts issued fromyour accounts or use the bank specified limit for demand drafts.You can opt to collect the draft in person at your branch, quoting a reference to thetransaction. A printed advice can also be obtained from the site for your record.Alternatively, you may request the branch to courier it to your registered address, andthe courier charges will be recovered from you.If you have any queries, kindly approach your branch, quoting the reference numbergenerated for the request.
  35. 35. Cheque Book RequestYou can request for a cheque book online. Cheque book can be requested for any ofyour Savings, Current, Cash Credit, and Over Draft accounts. You can opt for chequebooks with 25, 50 or 100 cheque leaves. You can either collect it from branch or requestyour branch to send it by post or courier. You can opt to get the cheque book delivered atyour registered address or you can provide an alternate address. Cheque books will bedispatched within 3 working days from the date of request.Just log on to retail section of the Internet Banking site with your credentials andselect the Cheque Book link under Requests tab. You can view all your transactionaccounts. Select the account for which you require a cheque book, enter the number ofcheque leaves required and the mode of delivery. Then, submit the same.Account opening requestOnline SBI enables you to open a new account online. You can apply for a newaccount only in branches where you already have accounts. You should have an INB-enabled account with transaction right in the branch. Funds in an existing account areused to open the new account. You can open Savings, Current, Term Deposit andRecurring Deposit accounts of Residents, NRO and NRE types.Just log on to retail section of the Internet Banking site with your credentials andselect the New Account link under Requests tab. You can see all types of accounts. Selectthe account and account type you wish to open and submit the same. Then, you need toselect the branch and enter the initial amount to open the account. You can select any ofyour accounts for debiting the initial amount. Then, submit the transaction. Your newaccount opening request will be processed by the branch
  36. 36. Demat Account StatementOnline SBI enables you to view Demat account statement and maintain suchaccounts. The bank acts as your depository participant. In the third party site, you canmark a lien on your Demat accounts and use the funds to trade on stock using funds inyour SBI savings account.You can view Demat account details, and generate the following statements:statement of holding, statement of transactions, statement of billing.NEW SCHEMES ON E-BANKING OF SBI BANKE-Payment of Motor Vehicle Taxes & Fees of West Bengal GovtSBI Fx Trade: Currency Future TradingViewing of Tax Credit Statement (Form 26AS).Payment of National Permit feeRequest for a Gift Card online.Open Term deposit accounts online and get e-TDR/e-STDR receipts instantly.Access your pension slip through enquiry menu.Enquire about tax deducted on the interest earned by your deposits.Online NRI e-Z trade 3 in 1 account introduced.Transfer funds to any Bank from your SBI Account using RTGS/NEFT Facility.
  37. 37. Value Added ServicesOnline fee collection facility for Staff Selection Commission (SSC) and Union PublicService Commission (UPSC).Discover a Simple, Secure and Convenient way to pay all your Utility Bills at OnlineSBI.e-Rail reservation service using SBI accounts.Mutual Funds investments handled with SBI accounts.SBI e-Tax:Online payment facility for retail users and corporates.VISA Money Transfer.Use your 3-in-1 account to trade online• eZ-trade@sbi with MOSL.• eZ-trade@sbi with SSL.• NRIeZ-trade@sbi with SSPROCEDURE FOR OPENING AN E-ACCOUNT IN SBI BANKArehaving an account on sbi? if yes then it would be easier for you open an ebankingaccount. go and meet your bank manager, he will give a form, just fill up. and after fewday you will be link to ebanking.the Terms of service: OnlineSBI
  38. 38. General Information:1. You should register for ‘OnlineSBI’ with the branch where you maintain theaccount.2. If you maintain accounts at more than one branch, you need to register at eachbranch separately.3. Normally OnlineSBI services will be open to the customer only after he acknowledgesthe receipt of password.4. We invite you to visit your account on the site frequently for transacting business orviewing account balances. If you believe that any information relating to your accounthas a discrepancy, please bring it to the notice of the branch by e-mail or letter.5. In a joint account, all account holders are entitled to register, as users of ‘OnlineSBI’,but transactions would be permitted based on the account operation rights recorded at thebranch. (To begin with the services will be extended only to single or Joint “E or S”accounts only).6. All accounts at the branch whether or not listed in the registration form, will beavailable on the ‘OnlineSBI’. However the applicant has the option to selectively viewthe accounts on the ‘OnlineSBI’.
  39. 39. Security:1. The Branch where the customer maintains his account will assign:a) User-id &b) Password2. The User-id and Password given by the branch must be replaced by UserName andPassword of customer’s choice at the time of first log-on. This is mandatory.3. Bank will make reasonable use of available technology to ensure security and toprevent unauthorised access to any of these services. The ‘OnlineSBI service isVERISIGN certified which guarantees, that it is a secure site. It means that• You are dealing with SBI at that moment.• The two-way communication is secured with 128-bit SSL encryption technology, whichensures the confidentiality of the data during transmission.These together with access control methods designed on the site would afford a high levelof security to the transactions you conduct.SBI will soon be implementing PKI/Digital Signature.5. You are welcome to access ‘OnlineSBI’ from anywhere anytime. However, as a matterof precaution, customers may avoid using PCs with public access.6. There is no way to retrieve a password from the system. Therefore if a customerforgets his password, he must approach the branch for re-registration.Bank’s terms:7. All requests received from customers are logged for backend fulfilment and areeffective from the time they are recorded at the branch.8. Rules and regulations applicable to normal banking transactions in India will beapplicable mutatis mutandis for the transactions executed through this site.9. The OnlineSBI service cannot be claimed as a right. The bank may also convert this
  40. 40. into a discretionary service anytime.10. Dispute between the customer and the Bank in this service is subject to thejurisdiction of the courts in the Republic of India and governed by the laws prevailing inIndia.11. The Bank reserves the right to modify the services offered or the Terms of service of‘OnlineSBI’. The changes will be notified to the customers through a notification on theSite.Customer’s obligations:1. The customer has an obligation to maintain secrecy in regard to Username & Passwordregistered with the Bank. The bank presupposes that login using valid Username andPassword is a valid session initiated by none other than the customer.2. Transaction executed through a valid session will be construed by SBI to haveemanated from the registered customer and will be binding on him / her.3. The customer will not attempt or permit others to attempt accessing the ‘OnlineSBI’through any unlawful means.Dos’ & Don’ts’:1. The customer should keep his/her ID and password strictly confidential and should notdivulge the same to any other person. Any loss sustained by the customer due to non-compliance of this condition will be at his/her own risk and responsibility and the Bankwill not be liable for the same in any manner.2. The customer is free to choose a password of his own for OnlineSBI services. As aprecaution a password that in is generic nature, guessable or inferable personal data suchas name, address, telephone member, driving license, date of birth etc. is best avoided.Similarly it is a good practice to commit the password to memory rather than writing itdown somewhere.3. It may not be safe to leave the computer unattended during a valid session. This mightgive access to your account information to others.
  41. 41. INDUSTRY PROFILE OF ICICI BANKICICI Bank started as a wholly owned subsidiary of ICICI Limited, an Indianfinancial institution, in 1994. Four years later, when the company offered ICICI Banksshares to the public, ICICIs shareholding was reduced to 46%. In the year 2000, ICICIBank offered made an equity offering in the form of ADRs on the New York StockExchange (NYSE), thereby becoming the first Indian company and the first bank orfinancial institution from non-Japan Asia to be listed on the NYSE. In the next year, itacquired the Bank of Madura Limited in an all-stock amalgamation. Later in the year andthe next fiscal year, the bank made secondary market sales to institutional investors.With a change in the corporate structure and the budding competition in the IndianBanking industry, the management of both ICICI and ICICI Bank were of the opinionthat a merger between the two entities would prove to be an essential step. It was in 2001that the Boards of Directors of ICICI and ICICI Bank sanctioned the amalgamation ofICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal FinancialServices Limited and ICICI Capital Services Limited, with ICICI Bank. In the followingyear, the merger was approved by its shareholders, the High Court of Gujarat atAhmedabad as well as the High Court of Judicature at Mumbai and the Reserve Bank ofIndia.Present ScenarioICICI Bank has its equity shares listed in India on Bombay Stock Exchange and theNational Stock Exchange of India Limited. Overseas, its American Depositary Receipts(ADRs) are listed on the New York Stock Exchange (NYSE). As of December 31, 2008,ICICI is Indias second-largest bank, boasting an asset value of Rs. 3,744.10 billion and
  42. 42. profit after tax Rs. 30.14 billion, for the nine months, that ended on December 31, 2008.Branches & ATMsICICI Bank has a wide network both in Indian and abroad. In India alone, the bankhas 1,420 branches and about 4,644 ATMs. Talking about foreign countries, ICICI Bankhas made its presence felt in 18 countries - United States, Singapore, Bahrain, HongKong, Sri Lanka, Qatar and Dubai International Finance Centre and representative officesin United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia andIndonesia. The Bank proudly holds its subsidiaries in the United Kingdom, Russia andCanada out of which, the UK subsidiary has established branches in Belgium andGermany.Products & ServicesPersonal Banking• Deposits• Loans• Cards• Investments• Insurance• Demat Services• Wealth Management
  43. 43. NRI Banking• Money Transfer• Bank Accounts• Investments• Property Solutions• Insurance• LoansBusiness Banking• Corporate Net Banking• Cash Management• Trade Services• FXOnline• SME Services• Online Taxes• Custodial Services
  44. 44. COMPANY PROFILEICICI Bank Limited (the Bank) is a banking company engaged in providing a rangeof banking and financial services, including commercial banking and treasury operations.It operates under four segments: retail banking, wholesale banking, treasury and otherbanking. The Bank’s subsidiaries include ICICI Prudential Life Insurance CompanyLimited, ICICI Lombard General Insurance Company Limited, ICICI TrusteeshipServices Limited, ICICI Prudential Pension Funds, Management Company Limited,ICICI Home Finance Company Limited and ICICI Securities Limited.Products and ServicesICICI Bank is the one-stop shop for all your forex needs!Whether your destination is Paris, Mauritius or enchanting Rome, ICICI Bank offers thebest of both worlds! We buy and sell the following :ICICI Bank Travel CardTravellers ChequesForeign Currency
  45. 45. ICICI Bank Travel CardICICI Bank Travel Card has made travel abroad convenient and safe. Available in USDollars, Australian Dollars, Canadian Dollars, Swiss Francs, Euro and Pound Sterling,the international traveller is in fact spoilt for choice.Features of this power-packed Travel Card:• Replacement Card• SMS alerts for every transaction• Online access• Card enabled for Internet transactionsTravellers ChequesWhen you travel abroad, you can opt for Travellers Cheques (TCs) as an alternativeto cash. These are cheques issued to you that offer you the safety and security you needwhen on the move.Unlike cash, if your travellers cheques are lost or stolen they can be replaced within24 hours, virtually anywhere in the world by most banks, service establishments and evenby a large number of merchants. In fact, TCs are considered the safest form of currency.In addition, they make it easier for you to budget, track and control your travel expenses.Travellers cheques are recognised worldwide. In the U.S they can be used like cashat retail locations, hotels and restaurants. Outside the U.S they can be used like cash atmany locations, or exchanged for local currency at banks, currency exchanges, and travelservice locations
  46. 46. We offer you American Express Travellers Cheques in the following currencies:United States Dollar, Great British Pound, Euro, Australian Dollars, Canadian Dollarsand Japanese Yen.Travellers Cheques offer the following features:• Accepted at numerous merchants for shopping• Signature-based security• Replacement of TCs within 24 hours across the world• Easier for you to budget, track and control your travel expensForeign CurrencyForeign Currency is issued to customers travelling to another country for leisure,business, education or any other purpose. According to FEMA guidelines, the maximumamount of currency that can be availed of for any purpose of travel is the equivalent ofUSD 3,000 We buy and sell most currencies, so wherever you are travelling, dont thinktwice before visiting ICICI Bank for your forex needs!
  47. 47. PROCEDURE FOR OPENING AN ACCOUNT IN ICICI BANKICICI Bank Online Banking Services provide the largest privatebank in India right here at your desktops. Banking becomes apleasure as the transactions and services become instant withICICI Bank online Internet banking. The services provided aretotally secure and unique. These cover online accounttransactions and operations, credit card and accountapplications and payments, share trading and investmentsthrough mutual funds, bill payments, statement generation anda virtual demo of each serviceRole of customer when using e-banking•You can access only by using your User IDand Password. During the first login attempt, it is mandatoryto change both passwords - login and transaction – whichwould have been mailed to you by the bank.If you forget your password, you will have written to us usingthe "Email Us" option. The Bank will then issue a newpassword and send it to your mailing address as per ourrecords. Kindly check with your branch that this address isupdated...• Make sure no one can see the account login name orpassword you are entering when you log on•Logout of before moving on to other
  48. 48. Websites.• Before leaving the PC please "close" the browser.• Do not write your login name or passwordanywhere.• Do not leave your login name and password such thatsomeone sitting at your computer could see them.• Never reveal your login name and password to anyone (norepresentative of ICICI Bank will ever ask you for your password).• Notify ICICI Bank immediately if you notice any unusualaccount activity.• Keep all documents that include your account information ina secure location.• When you login you can view the date and time of your lastlog inFEATURES OFFERD BY ICICI BANK• Balance enquiry and statement• Transfer fund online• Card to card fund transfer• Use debit card online• Prepaid mobile recharge• Subscribe for mobile banking• Link bank account to ATM• Lock / activate debit cards /ATM• Request a cheque book• Stop payment
  49. 49. RESEARCH METHODOLOGYMeaning of researchResearch in common parlance refers to a search of knowledge. One can also defineresearch as a scientific & systematic search for pertinent information on a specific topic.Infact, research is an art of scientific investigation. The advanced learner dictionary ofcurrent nglish lays down the meaning of research as a’ careful investication as inquiryespecially through search for new facts in any branch of knowledge.’ Redman & Morydefine it as a ‘systematic effort to gain knowledge’.RESEARCH DESIGNA Research design is a framework or a blueprint for conducting the research project.It specifies thedetails of the procedure necessary for obtaining the information needed tostructure or to solve the research problem.The type of research design used by me is Qualitative research here I focused on theunderstanding & expectations of the respondents. A major chunk of my research wasbased on the conclusive research design.DATA COLLECTION TECHNIQUESThere are mainly two broad classification of the data collection technique that are asfollows:
  50. 50. Secondary source: the data in the secondary source is already published and is in theform of government publication , census, personnel record, client history and servicerecords.My source of data collection is also through the secondary data available from the site ofsbi & icici banks.Primary data: the data which is not been published at all and is used by the researcherthe very first time is known as the primary data.The major part of my project report is based on the primary data which I have collectedthrough the questionnaires & personal interviews from the respondents.Sampling technique: I took the technique of random sampling as well as non randomsampling technique. In random sampling I did not asked the respondents that in whichbank do you have an account but in non random sampling I asked them that do they useonline banking and then I made them to fill the questionnaire.Sample size: 50
  51. 51. DATA ANALYSISPERCENTAGE OF RESPONDENTS HAVINGACCOUNT IN SBI & ICICI BANKSBIICICIOTHERS38%35%27%Fig: 1.1COMMENT: In the above pie chart there are 38% of the respondents who use SBIBank online services & 35%f the respondents use ICICI Bank online services. Therespondents who use other online bank services are 27% which shows that there are morecustomers of SBI Bank.
  52. 52. INDUCED THE RESPONDENTS TOBEGIN E-BANKING50%26%22%18%76%0%10%20%30%40%50%60%70%80%1OPINIONSPERCENTAGEEASY & QUICKTRADITIONALACCOUNTBRAND NAMEADVERTISEMENTREFFERED BYFRIENDSFig: 1.2COMMENT: From the above chart it is clear that the major part that is 76% is of easy& quick which made people to go for e-banking. The least part i.e. 18% which is referredby friends made people to go for e-banking.
  53. 53. AWARENESS ABOUT THE E-BANKING SERVICE68%28%14%0%10%20%30%40%50%60%70%80%1OPINIONSPERCENTAGEFULLY AWAREHAD AN IDEANO AWARENESSFig: 1.3COMMENT: more than half of the people were aware of the e-banking servicesprovided by the bank.
  54. 54. FACTORS CONSIDERED WHILEOPENING AN E-BANK ACCOUNT0%0%10%2%6%10%12%10%26%20%22%86%50%48%0%12%5%1%6%18%8%28%22%26%0% 50% 100%12345FACTORSPERCENTAGEMOST IMPIMPNEUTRALNOT IMPLEAST IMPFig:1.4COMMENT: There were 5 factors ( convience, easy to maintain bank transaction,low service charge, safe & secure, better rates) out of which responends hasve to rankthem according to their importance. The chart above shows the ranking of therespondents.
  55. 55. Fig: 1.5
  56. 56. Table showing main transactions preferred by respondents to do by netMAIN TRANSACTION PREFERED BY RESPONDENTS TO DO ON NETOrder a cheque book 1Money transfers 2Credit fixed deposit on line 3Request a demand draft 4Checking your current balance 5Pay bills 6Request for stopping a payment on cheque 7Seeking product rate information 8Calculate loan payment information 9Download loan application form 10Apply for consumer loan 11Inter account transfers 12COMMENT: The most common transactions done by the people on net werechecking the current balance, paybills and seeking product rate information
  57. 57. RATING OF E-BANKING SERVICE PROVIDEDBY THE BANK11110%32% 34%12%14%0%20%40%60%80%100%120%1 2 3 4 5RATINGPERCENTAGEEXCELLENTVERY GOODGOODAVERAGEPOORLinear(EXCELLENT)Fig : 1.6COMMENT: The average e-banking service rating of the banks were very good(34%) that means that the customers are satisfied by their perspective banks.
  58. 58. THE BEST E- BANK SERVICE28%54%18%ICICI BANKSBI BANKOTHERSFig:1.7COMMENT: The best e-bank service is of SBI Bank comprising the choice of 54%individuals.
  59. 59. FINDINGS1. In the users ratio SBI Bank has more number of customers of e-bank account thanthe ICICI Bank.2. More banks are connecting to the software companies to run the e-bankingservice. In these services SBI Bank is in the top in proving the service.3. The services used by most of the customers are checking the current balance ofthere account, order a cheque book, and pay bills, online trading, seeking productrate information and interaccount transfers.4. Most of the people feel safe while disclosing there details on net.5. The most important factor that the people consider while opening an online bankaccount is convenience&easy and quick6. The best e-bank service is provided by the SBI Bank.RECOMMENDATIONS1. The banks should advertise more of the e-banking services2. They should reduce there service charge so that more number of customers canuse it.3. ICICI Bank should know the reason that why its e-bank is not progressing.4. There should be customer satisfaction by providing plans on e-banking services.
  60. 60. CONCLUSIONAtlast I want to conclude that the best e-banking service is provided by the SBI Bankwhile comparing it with the ICICI Bank. That means the public sector bank isprogressing thanthe private sector bank. This is a great achievement for the bank and forthe nation. The respondents took keen interest in filling the questionnaires and made myresearch fruitful. banks should also look for increasing there online services.LIMITATIONS1. Errors while making calculations are likely to creep in.2. The biggest limitation is the time.3. The respondents can be biased in supporting a particular Bank.BIBLIOGRAPHYBOOKS:1. E-Banking in India2. Money & BankingInternet sites1. www.sbibank.com2. www.icicibank.com3. www.wikipedia.com4.