This research report summarizes a study on customer satisfaction with e-banking services from HDFC and ICICI Bank. The report outlines the objectives, sample design, data collection methods, findings and conclusions from a survey of 133 customers. Key findings include that the main factors influencing customer perception are good services, cost charges and people's references. The majority of customers reported being satisfied or highly satisfied with e-banking services, though some faced issues with slow speeds, time-consuming transfers and difficulty for less educated users. The report provides recommendations to improve e-banking services and customer training.

1. A
RESEARCH REPORT
ON
“CONSUMER SATISFACTION FROM E-BANKING SERVICES
WITH A STUDY OF HDFC AND ICICI BANK”
PREPARED BY:
PRIYANKA SARRAF
BBA-VI SEM.
ISBM 1

2. WHAT IS E-BANKING?
• E-banking is defined as the automated delivery of new and traditional banking
products and services directly to customers through electronic, interactive
communication channels.
• E-banking includes the systems that enable financial institution customers, individuals
or businesses, to access accounts, transact business, or obtain information on financial
products and services through a public or private network, including the Internet.
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3. OBJECTIVES OF STUDY
• To study about the factors that affects the customer perception towards
e- banking services of HDFC and ICICI bank.
• To know about the satisfaction level of customer towards e-banking services.
• To find out the major problems faced by the customers while using e-banking
services.
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4. SAMPLE DESIGN AND SIZE
• In this research project Descriptive research design and simple random sampling
is used. Judgment and Convenience sampling method will be used to get
the information about online banking.
• This method is used because we are interested in exploring gender, age,
or occupation disparities in terms of online banking in the population.
• For conducting this research, a structured questionnaire is prepared and
sample of 133 customers is taken from ICICI and HDFC bank.
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5. DATA COLLECTION
SECONDARY DATA:
 Articles on E-Banking taken from journals, magazines published from time to time.
 Through internet.
PRIMARY DATA:
 Questionnaire was used to collect primary data from respondents. The questionnaire was
structured type and contained questions relating to different dimensions of e- banking
preferences among service class such as level of usage, factors influencing the usage of e-
banking services, benefits accruing to the users of e-banking services, problems encountered.
The questions included in the questionnaire were open-ended, dichotomous and offering
multiple choices.
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6. LIMITATIONS
Every research is conducted under some constraints and this research is not an exception.
Limitations of this study are as follows:-
• As a research is based on a sample, therefore, the findings may not reveal the factual information
about the research problem.
• There may be some bias in the responses of the respondents which cannot be ruled out fully.
• Sudden change in the e-banking practices during the course of research can affect the
results.
• The study is limited to areas of Jaipur only.
• The sample size of only 133 was taken from the large population for the purpose of study,
so there can be difference between results of sample from total population.
• Time limit.
• Due to continuous change in environment, what is relevant today may be irrelevant
tomorrow.
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7. DATA ANALYSIS AND INTERPRETATION
QUESTIONNAIRE
1) What are the factors that affects the customer perception towards e-
banking of HDFC and ICICI bank?
OPTION NO.OF RESPONDENTS
Good Services 69
Cost Charges 30
People References 22
TOTAL 121
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8. LEVEL OF SATISFACTION NO. OF RESPONDENTS
Highly Satisfied 38
Satisfied 58
Neutral 32
Dissatisfied 5
TOTAL 133
2) To what extent are you satisfied with your bank’s e-banking services?
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9. OPTION TOTAL NO.
More time taking in fund transfer 25
Slow speed in working 48
Critical Process 20
Not easy for uneducated people 22
Others 18
TOTAL 133
3) Which type of problem are you facing while using e-banking
services?
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10. FACTS AND FINDINGS
• Among those aware (which account for 133 in number) about 101 persons use e-banking
services, which is 75.8% of total population studied.
• Amongst the e-banking services Debit Card scores the largest used service status Close on
the heels is Mobile Banking, Phone Banking, while Online banking lags behind by
scoring the least.
• Among the users, various problems that are encountered while using e- banking
services. Firstly the highly is slow speed in working, more time taking in fund transfer and
then not easy for uneducated people.
• When asked to list various benefits accruing from the usage of e-banking, time saving
received highest percentage . Quite interestingly, easy processing feature scored more
than the inexpensiveness of the e-banking services which means costs does not matters if
it provide easy processing and good services.
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11. WHY Z-TESTING?
• A Z-test is any statistical test for which the test statistic under the null hypothesis
can be approximated by a normal distribution.
• This testing is used when the sample size is more than 30 or larger number of
sample size and it shows the accuracy and adequate reliability of data and it is
used in convenience data.
• It determine what percentage of population will fall below or above your result.
• If the sampling method is simple random sampling.
• It is used to accept and reject the null hypothesis.
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12. CONCLUSION
• The main factors which persuade people to use online banking are comfort &
convenience & the facility which attracts them most is quality & quantity of
information.
• From the responses we came to know that maximum numbers of internet bank
account holders are youth and business man.
• Despite of many advantages of online banking people still consider it as an
alternative for analyzing their bank records.
• There is still a lot needed for the e-banking system to make reforms and
train their customers for using internet for their banking account.
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13. RECOMMENDATIONS AND SUGGESTIONS
• Internet banking facility must be made available in all branches of these two Banks.
• Each section of these Banks should be computerized even in rural areas also.
• Covering up the towns in rural areas with ATMs so that the people in those areas can also
avail better services.
• Prompt dealing with permanent customers and speedy transactions without harassing the
customers.
• Fair dealing 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.
• Give proper training to customers for using e-banking.
• Create a trust in mind of customers towards security of their accounts.
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