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1. A PROJECT REPORT
ON
“A STUDY OF INTERNET BANKING SYSTEM AT SBI,
JABALPUR”
In partial fulfillment of the requirement of
MASTER OF BUSINESS ADMINISTRATION
In Rani Duragvati Vishwavidyalaya Jabalpur
Under The Guidance Of
Prof. Shraddha Rao
Submitted By
Aditya Barman
Semester IV
Roll No.- 21132850
EnRoll. R1800637030010
ORIENTAL INSTITUTE OF SCIENCE &
TECHNOLOGY, JABALPUR
2021-2023

2. “A STUDY OF INTERNET BANKING SYSTEM
AT SBI, JABALPUR”
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3. EXECUTIVE SUMMARY
Today we live in a technology driven world. Industrial revolution gave birth to giant machines for industrial advancement and
information technology has delivered intelligent machines to revolutionize human development. Today we are surrounded by
automated smart technology, which has touched almost all spheres of human life, from military to medicine and from education to
the election. Electronic banking or e-banking is the fusion of information technology with the banking system
There are many things to know about the Internet banking system, especially if you are just now wanting to get involved with
online internet banking system.
The online banking system will typically connect to or be part of the core banking system operated by a bank to provide
customers access to banking services in place of traditional branch banking. Online banking significantly reduces the banks'
operating cost by reducing reliance on a branch network, and offers greater convenience to customers in time saving in coming to
a branch and the convenience of being able to perform banking transactions even when branches are closed. Internet banking
provides personal and corporate banking services offering features such as viewing account balances, obtaining statements,
checking recent transactions, ransferring money between accounts, and making payments.In 1998, ICICI Bank introduced internet
banking to its customers. Online banking requires a computer or other device, an Internet connection, and a bank or debit card. In
order to access the service, clients need to register for their bank's online banking service. In order to register, they need to
create password. Once that's done, they can use the service to do all their banking. One of the main reasons that people decide to
begin using Internet banking over regular banking is in reference to convenience. Everybody wants methods that are going to save
them time and make daily tasks easier on them, and that is exactly what Internet banking does.
Internet banking was introduced in the early 80s. Many people have started availing to its facilities. Now, one does not have to
wait in long queues at the bank nor to pay bills at some shopping center and none of us want to stand in the queue for hours and
hours also.
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4. INTRODUCTION
What is Internet Banking?
Internet Banking also referred as net banking or Internet Banking. It is an electronic system provided by the banks to their
customers that allows them to access financial and non-financial banking services via internet. This service gives online access to
almost every banking service, traditionally available through a local branch including fund transfers, deposits, and online bill
payments to the customers.
Internet banking can be accessed by any individual who has registered for online banking at the bank, having an active
bank account or any financial institution. After registering for online banking facilities, a customer need not visit the bank every
time he/she wants to avail a banking service. It is not just convenient but also a secure method of banking. Net banking portals are
secured by unique User/Customer IDs and passwords.
Any customer who has an active bank account with the bank can use internet banking or net banking. In order to use net
banking, a customer must first register. After registering, he or she will be able to use the online banking services.
Features of Internet Banking
The following are some of the features of net banking that make this electronic system so popular:
 Net banking enables quick access to all banking services
 Customers can easily check their balance and transaction history at any time
 Bill payments and fund transfers are simple
 Net banking provides a safe environment for a variety of banking transactions
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5. COMPANY PROFILE
SBI
State Bank of India (SBI) a Fortune 500 company is an Indian Multinational, Public Sector Banking and Financial services
statutory body headquartered in Mumbai. The rich heritage and legacy of over 200 years, accredits SBI as the most trusted Bank
by Indians through generations.
SBI, the largest Indian Bank with 1/4th market share, serves over 45crore customers through its vast network of over 22,000
branches, 62617 ATMs/ADWMs, 71,968 BC outlets, with an undeterred focus on innovation, and customer centricity, which
stems from the core values of the Bank - Service, Transparency, Ethics, Politeness and Sustainability.
The Bank has successfully diversified businesses through its various subsidiaries i.e. SBI General Insurance, SBI Life Insurance,
SBI Mutual Fund, SBI Card, etc. It has spread its presence globally and operates across time zones through 229 offices in 31
foreign countries.
Growing with times, SBI continues to redefine banking in India, as it aims to offer responsible and sustainable Banking solutions.
VISION
Be the Bank of Choice for a Transforming India
MISSION
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6. OBJECTIVE OF THE STUDY
1. To study about the internet banking system.
2. To know about the advantages and disadvantages of internet banking system.
3. To know about the customers point of view of internet banking system.
4. To identify areas where there can be a scope of improvements.
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7. DATA ANALYSIS AND INTERPRETATION
1. Do you have knowledge on Internet Banking?
S.no. Particulars Respondents
1 Yes 90
2 No 10
Interpretation
 90% of the respondents have the knowledge about Internet Banking
 10% of the respondents have no idea about it.
90%
10%
Respondents
Yes No
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8. 2. Do you use Internet Banking?
S.No. Particulars Respondents
1 Yes 75
2 No 25
Interpretation
 75% of the respondents uses Internet Banking
 25% never used Internet Banking
75%
25%
Respondents
Yes No
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9. 3. How often do you use Internet Banking?
S.no. Particulars Respondents
1 Daily 25
2 Weekly 20
3 Monthly 35
4 Never 20
Interpretation
 35% of the respondents use Internet Banking monthly
 25% uses daily
 20% uses weekly
 And 20% never uses Internet Banking
20
35
20
Daily Weekly Monthly Never
5
0
10
15
25
40
35
30
25
20
Respondents
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10. FINDINGS
 90% of the respondents do have knowledge about Internet Banking whereas only 10% have no idea about it.
 75% of the respondents use Internet Banking whereas 25% of the respondents don t
‟ know how to use it.
 Only 25% of the respondents use Internet Banking daily and 20% of the respondents never use Internet Banking.
 35% of the respondents‟ prefer SBI for their Internet Banking services, 25% prefer ICICI, 20% prefer HDFC, 10%
prefer axis bank and rest uses other banks.
 75% of the respondents feel that the Internet Banking system is customer friendly and rest thinks that banks should
make it more users friendly.
 90% of the respondents think Internet Banking system saves their time and10% did not think the same because they
don t
‟ know how to use it.
 80% of the respondents feel safe when using Internet Banking service 20% thinks banks should be more concerned
about customer safety.
 50% of the respondents get their Internet Banking details via sms 30% get their details via e- mail.
 70% of the respondents trust the security of Internet Banking and 30% of the respondents don t
‟ trust the service of
Internet Banking easily.
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11. SUGGESTION
 Fair dealings with the customers. More contributions from the employees of the bank. The staff should be co-operative,
friendly and must be capable of understanding the problems of the customers.
 Prompt dealing with the permanent customers and speedy transaction without harassing the customers.
 Bank should motivate elder people to use online banking customers for their banking purposes.
 Bank should adopt some new policies and incentives to the online banking customers for making large number of
transactions.
 Bank should improve the technical and physical accessibility of online banking services.
 Banks should provide more facilities like training program, awareness camps to all types of customers.
 Bank should improve the online banking service quality of website design, home page of bank web site and server
availability.
 Create trust in minds of customers towards security of their accounts.
 Provide a platform from where the customers can access different accounts at a single time without any charge.
 Covering up the towns in rural areas with ATMs so that the people in those areas can also avail better service.
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12. CONCLUSION
This study attempted to identify key quality attributes of internet banking services by analyzing internet banking customers &
their comments on banking experience. The findings of this study show that despite of many advantages of online banking.
People still consider it as an alternative for analyzing their bank records. Although every bank today provides the facility of online
banking but most of people use it only once a month. This reason that in case of internet banking interpersonal interaction with
customer seldom possible. Identification & measurement of customer s
‟ expectations of the internet banking service provide a
frame of reference & their related quality dimension.
The main factors which persuade people to use online banking are comfort & convenience & the facility which attracts them most
is quality & quantity of information. Therefore the implementation of quality initiatives should begin with defining customer s
‟
need & preference & their related quality dimensions. There is still a lot of needed for the banking system to make reforms and
train their customers for using internet banking account. Going through the survey the main problems lies that still customer
have a fear of hacking of accounts and thus do not go on for internet banking. Banks are trying their level best by providing the
best security options for the customers but then there is lot of factors which betrays customers from opening an internet bank
account.
Banks are providing free internet banking services also so that the customers can be attracted. By asking the bank employees we
come to know that maximum numbers of internet bank account holders are youth and business man. Internet Banking is an
innovative tool that is fast becoming a necessity. It is a successful strategic weapon for banks to remain profitable in a volatile and
competitive market place of today. If proper training should be given to customers by the bank employs to open an account will
be beneficial secondly the website should be made friendlier from where the first time customers can directly make and access
their accounts. In future, the availability of technology to ensure safety and privacy of e-transaction and the RBI guidelines on
various aspects of internet banking well definitely help in rapid growth of internet banking in India.
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