339557518-a-comparative-study-on-customer-satisfaction-towards-online-banking-services-with-reference-to-icici-and-hdfc-bank-in-lucknow.pdf

SYNOPSIS FOR RESEARCH PROJECT REPORT (BBA-605) On

“A COMPARATIVE STUDY ON CUSTOMER SATISFATION TOWARDS ONLINE BANKING SERVICES WITH REFERENCE TO ICICI AND HDFC BANK IN LUCKNOW”

Towards partial fulfillment of Bachelor of Business Administration (BBA) (BBD University, Lucknow)

Submitted to:

Submitted by:

Mr. Shubham Pratap Singh

Sooraj Shukla Roll No. 1140671201

Session 2016-2017 School of Management Babu Banarasi Das University Sector I, Dr. Akhilesh Das Nagar, Faizabad Road, Lucknow (U.P.) India

1. TOPIC: “A COMPARATIVE STUDY ON CUSTOMER SATISFATION TOWARDS ONLINE BANKING SERVICES WITH REFERENCE TO ICICI AND HDFC BANK IN LUCKNOW”

2. INTRODUCTION & REVIEW OF LITERATURE: The main purpose that banks have been serving since their inception is keeping our money safe for us. While keeping our money safe, they also let us earn a certain amount of interest on the money deposited with them. Traditional banks have been doing this, and internet banks continue the same function. The only difference is in the way the transactions are made. We all know about internet banking and most of us use it quite often as well, but few of us actually understand about the history of internet banking and how it all came out. Knowing the history of internet banking can be incredibly useful, especially since it will allow us to have more respect for the little things that we take for granted. The underlying aim of the live project is to do a comparative study of the satisfaction of customer about the Online Banking services provided by HDFC and ICICI Bank. The primary bank data for the studies were obtained from the questionnaire and field study and the secondary data were collected from banks websites and articles published in news papers. Online Banking is defined as the automated delivery of new and traditional banking products and services directly to customers through electronic, interactive communication channels. This project gave me a great learning experience and at the same time it gave enough scope to implement my analytical ability. This report will help to know about the customer satisfaction

and Online Banking services and its various aspects. This project also helps to customer satisfaction about the Online Banking services provided by HDFC and ICICI. HDFC Bank (NYSE: HDB), one amongst the firsts of the new generation, tech-savvy commercial banks of India, was incorporated in August 1994, after the Reserve Bank of India allowed setting up of banks in the private sector. The Bank was promoted by the Housing Development Finance corporation Limited, a premier housing finance company (set up in 1977) of India. ICICI Bank is India's second-largest bank with total assets of Rs. 3,562.28 billion (US$ 7 billion) at December 31, 2009 and profit after tax Rs. 30.19 billion (US$ 648.8 million) for the nine months ended December 31, 2009. The Bank has a network of 1,723 branches and about 4,883 ATMs in India and presence in 18 countries.

LIETARURE REVIEW Author Name: Malhotr a, Pooja & Singh, B. Topic: “ Determinants of Internet banking adoption by banks in India” Date: December, 2010. This study is an attempt to present the present status of Internet banking in India and the extent of internet banking services offered by Internet banks. In addition, it seeks to examine the factors affecting the extent of Internet banking services. The data for this study are based on a survey of bank websites explored during July 2008. The sample consists of 82 banks operating in india at 31 March 2007. Multiple regression technique is employed to explore the determinants of the extent of Internet banking services. The results show that the private and foreign Internet banks have performed well in offering a wider range and more advance d services of Internet banking in comparison with public sector banks. Among the determinants affecting the extent of Internet banking services, size of the bank, experience of the bank in offering Internet banking , financing pattern and ownership of the bank are found to be significant. The primary limitation of the study is the scope and size of its sample as well as other variables (e.g. market, environmental, regulatory etc ) which may have an effect on the decision of the banks to offer a wide range of Internet banking services. The purpose of the study is to help fill significant gaps in knowledge about the Internet banking landscape in India. The findings are expected to be of great use to the government, regulators, commercial banks, and other financial institutions, e.g. co-operative banks planning to offer Internet banking , bank customers and re searchers. The bankers as well as society at large will come to know where the banks lag in terms of adoption of Internet banking And in providing different products and services. An understanding of the factors affecting the extent of Internet banking services is essential both for economists studying the determinants of growth and for the creators and producers of such technologies. Moreover, this paper contributes to the empirical literature on diffusion of financial innovations, particularly Internet banking , in a developing country, i.e. India.

3. SCOPE OF THE STUDY The scope of this project is to develop a secured online banking system with the following points: 

Create a banking system that is easily accessible by customers from the comfort of their homes, offices etc.

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Reduce the flow of human traffic and long queues at banks

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Reduce the time wasted in going to banks to stay on queues.

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Promote efficient and effective banking for the banks by focusing on those services that still require physical presence at the banking hall.

4. PROBLEMS DEFINITION: With the problems and limitations associated with manual banking procedures as witnessed in most parastatals today, complied with the problems associated with the existing application programs even much more in the presence of serious technological advances aimed at improving information system. This is activities aimed at shedding light upon the need for improvement in accounting activities and the means of achieving its efficiency, effectiveness, reliability and success promising future through computer intervention. Internet banking identifies a particular set of technological solutions for the development and the distribution of financial services, which rely upon the open architecture of the Internet. With the implementation of an Internet banking system, the banks maintain a direct relationship with the end users via the web and are able to provide a personal characterization to the interface, by offering additional customised services.

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