Jayesh Gupta
Jayesh Gupta
1.1 INTRODUCTION
ICICI Bank is a private sector bank engaged in retail banking, insurance etc. ICICI Bank, Naya
Palli Branch is a newly founded branch. Universal banking refers to the banking,which provides
all the financial products and services to its customers.
Corporate Social Responsibility (CSR) has been a long-standing commitment at ICICIBank and
forms an integral part of our activities. The Bank’s contribution to socialsector development
includes several pioneering interventions, and is implementedthrough the involvement of
stakeholders within the Bank and the broader community.The Bank established the ICICI
Foundation for Inclusive Growth (ICICI Foundation)in 2008 with a view to significantly expand
the activities in the area of CSR. Over thelast few years ICICI Foundation has developed
significant projects in specific areas,and has built capabilities for direct project implementation
as opposed to extendingfinancial support to other organizations.
The objective of the Bank is to pro-actively support meaningful socio-economicdevelopment in
India and enable a larger number of people to participate in and benefit from India’s economic
progress. This is based on the belief that growth anddevelopment are effective only when they
result in wider access to opportunities and benefit a broader section of society. The aim is to
identify critical areas of development that require investments and intervention, and which can
help to realizeIndia’s potential for growth and prosperity.
The Corporate Social Responsibility Policy (CSR Policy) of the Bank sets out theframework
guiding the Banks’ activities. The Policy also sets out the rules that needto be adhered to while
taking up and implementing CSR activities.
The bank has subsidiaries in the United Kingdom, Russia, and Canada; branches in
United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai
International Finance Centre; and representative offices in United Arab Emirates,
China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. The
company's UK subsidiary has established branches in Belgium and Germany.
ICICI Bank is India’s largest private sector bank in market capitalization and
second largest overall in terms of assets. The bank has a network of 1,626 branches
and about 4,883 ATMs in India and presence in 18 countries.
The industrial credit and investment corporation of India limited (ICICI) was
incorporated in 1955 at the initiative of World Bank, the government of India and
representatives of Indian industry, with the objective of creating a development
financial institution for providing medium– term and long- term project financing
to Indian businesses. A.Ramaswami Mudaliar is elected as the first chairman of
ICICI Limited.
ICICI MILESTONES
Haryana
Mumbai
Chennai
Bangalore
Delhi
Karnataka
Bihar
Orissa
1.2 HISTORY BACKGROUND
ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financialinstitution,
and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was reduced to 46%
through a public offering of shares in India in fiscal 1998, anequity offering in the form of ADRs
listed on the NYSE in fiscal 2000, ICICI Bank'sacquisition of Bank of Madura Limited in an all-
stock amalgamation in fiscal 2001,and secondary market sales by ICICI to institutional investors
in fiscal 2001 and fiscal2002. ICICI was formed in 1955 at the initiative of the World Bank, the
Governmentof India and representatives of Indian industry. The principal objective was to create
adevelopment financial institution for providing medium-term and long-term projectfinancing to
Indian businesses.
In the 1990s, ICICI transformed its business from a development financial institutionoffering
only project finance to a diversified financial services group offering a widevariety of products
and services, both directly and through a number of subsidiariesand affiliates like ICICI Bank. In
1999, ICICI become the first Indian company andthe first bank or financial institution from non-
Japan Asia to be listed on the NYSE.
Bank shareholders through a large capital base and scale of operations, seamlessaccess to ICICI's
strong corporate relationships built up over five decades, entry intonew business segments,
higher market share in various business segments, particularly fee-based services, and access to
the vast talent pool of ICICI and itssubsidiaries.After consideration of various corporate
structuring alternatives in the context of theemerging competitive scenario in the Indian banking
industry, and the move towardsuniversal banking, the managements of ICICI and ICICI Bank
formed the view thatthe merger of ICICI with ICICI Bank would be the optimal strategic
alternative for both entities, and would create the optimal legal structure for the ICICI
group'suniversal banking strategy. The merger would enhance value for ICICI
shareholdersthrough the merged entity's access to low-cost deposits, greater opportunities for
earning fee-based income and the ability to participate in the payments system and provide
transaction-banking services. The merger would enhance value for ICICI
In October 2001, the Boards of Directors of ICICI and ICICI Bank approved themerger of ICICI
and two of its wholly-owned retail finance subsidiaries, ICICIPersonal Financial Services
Limited and ICICI Capital Services Limited, with ICICIBank. The merger was approved by
shareholders of ICICI and ICICI Bank in January2002, by the High Court of Gujarat at
Ahmadabad in March 2002, and by the HighCourt of Judicature at Mumbai and the Reserve
Bank of India in April 2002.Consequent to the merger, the ICICI group's financing and banking
operations, bothwholesale and retail, have been integrated in a single entity.
ICICI Bank has formulated a Code of Business Conduct and Ethics for its directorsand
employees.
ARIVAL – 2019
ICICI Bank won a total of four awards in the ‘Large Banks’ group at thisyear’s IBA
Banking Technology Awards. The Bank was declared winner inthe following categories:
‘Best IT Risk Management and Cyber SecurityInitiatives’ and ‘Best Financial Inclusion
Initiatives’. ICICI Bank was declaredrunner-up in the following categories: ‘Best
Technology Bank of the Year’and ‘The Most Customer-Centric Bank using Technology’.
ICICI Bank was recognized as the ‘Best Retail Bank – India’ at the RetailBanker
International Asia Trailblazer Awards 2019. The Bank also won anaward in the ‘Best
Mortgage Offering’ category at these awards. The awardsare organized by Retail Banker
International, an online publication that provides news on banking and finance from
across the globe.
ICICI Bank was awarded for its ‘I Travel’ project at Innovate 2019, aconference and
award ceremony organized by the Banking Frontiers magazineto recognize innovations in
the Indian Banking, Financial Services andInsurance (BFSI) industry.
ICICI Bank won the Silver Award in the ‘Home Loan Provider of the Year 2018’
category at the 17th edition of the Outlook Money Awards. The awardsare organized by
Outlook Money, a magazine that features news on personalfinance, mutual funds,
investments, insurance, taxation and other financialaspects.
ICICI Bank was recognized as the ‘Best Foreign Exchange Provider’ in Indiaas part of ‘The
World’s Best Foreign Exchange Providers 2019’ list released by Global Finance magazine.
1.3INTRODUCTION OF ICICI BANK
OVER VIEW ON BANKING INDUSTRY
The Indian Banking history can be broadly categorized into nationalized private banksand
specialized banking institutions. The Reserve Bank of India acts as a centralizedmonitoring
system. Since the nationalization of banks in 1969, the nationalized bankshave acquired a place
of prominence and has since, then seen tremendous progress. Theneed to become highly
customer focused has forced the slow moving public sector banksto adopt a fast track approach.
The liberalized policy of Government of India permittedentry to private sector banks in the
banking industry. The major differentiating parameterthat distinguishes these banks is the level
of service that is offered to the customer. The popularity of these banks can be gauged by the fact
that in a short span of time, these banks have gained considerable customer confidence and
consequently have shownimpressive growth rates. With efficiency being the major focus, these
banks haveleveraged on their strength and competencies viz. management, operation efficiency
andflexibility, superior product positioning a higher employee productivity skill.
The private banks with their focused business and services portfolio have a reputation of being
niche player in the industry. A well chalked out integrated strategy has allowedthese banks to
operate 70% of their business to urban areas, this statutory requirement hastranslated into lower
deposit mobilization costs and higher margins to public sector banks. Banks are increasingly
finding that most viable way of differentiating themselveswill be to successfully manage
customer relationship and enhance the overall customerexperience. In future the market space
will see banks and non-banks striving to seekopportunities to profit, in the wake of product
customization.
1.4UNIVERSAL BANKING
try their hands on it? Here comes the concept of universal banking, its emergence, meritsand
related issues. The present paper focuses on understanding the concept of universal banking in
India and attempts to explain the regulatory role, regulatory requirements, keyduration and
maturity distinction and lastly the optimal transition path.
The strengths of individual banks in enlarging the scope of the activities in the
varioussegments of financial services industry.
RETAIL BANKING
Retail Banking Group has emerged as the fastest growing segment within ICICI BankLtd.
Within RBG, retail channel and liability group mobilize the much-needed resourcesat highly
competitive rates through deposits and bonds and retail assets and productsgroup deploys the
available resources through various channels like Home Loans,Personnel Loans, Consumer
Durable Loans, Commercial Vehicles Loan etc. in the retail assets. Across the world retail
banking has been the high volume-low value business proposition. Enormous amount of
resources are required to acquire and service customerin terms of infrastructure and operation.
Given the current stage of evolution of the Indianmarket, we have adopted an organization model
that continuous to focus on product andon achieving attention and dedicated services, and at the
same facilitate the widening anddeepening of customer relationships. Small enterprises and
emerging corporate segmenthas strong synergies with the retail business in terms of customer
profile and servicing isdone through technology platform and retail branches.
DEMATERIALIZATION
It is the process of converting the securities held in electronic form in a Demat account toan
equivalent number of securities in physical form (certificates) after debiting the samefrom the
Demat account.
PLEDGE
Securities held in Demat form can be pledged by the client to avail loan/credit facility.Pledge of
securities in NSDL requires that both the borrower and lender should have aDemat account with
any of the DP's with NSDL. The facility for Inter Depository pledgeis not available.
FREEZING / DEFREEZING
The client has an option to freeze his accounts in case he does not intend to do anytransaction in
the near future. This helps in curbing unauthorized use of Demat accountand prevention of
frauds. Defreezing of the account is required to enable the accountagain for transaction. The
request for freezing and defreezing must be submitted in personal prescribed form.
NOMINATION
The customer can make a nomination of his account in favor of any person by filing upthe
nomination details in the account opening form. This is to enable the nominee toreceive the
securities after the death of all the holder(s) of the Demat account.
TRANSMISSION
It refers to transfer of securities from an account to the other as a result of the death of thesole/
any of the holders of the former account. Here the transfer may be done to:Surviving Holders
Nominee where nomination has been made Legal heir wherenomination has not been made
Common Requirements and effect.
MOBILE BANKING
With mobile banking one has an option to remain updated while one is on the move,without even
calling or logging on to internet.
ACCOUNT SECURITY
Emphasis needs to be given on the fact that the securities that one have in ones Demataccount
are similar to the money that one holds in bank account. One needs to take all precautions for
ones Demat transaction as one exercise for bank account. The TFD booklet should be kept safely
just like a cheque book. The details should not be shared ofone's Demat account number and
signature with anyone. It should be accepted only if ithas pre-printed serial number as well as
one's Demat account number pre-stamped oneach slip. It should not be signed unless completely
filled. If possible one should makeuse of web facility to check ones Transactions as frequently as
possible. "Account freeze"instruction should be given to ICICI bank if one does not intend to
operate ones accountfor a long time.
1.6THEORETICALBACKGROUND OF THE STUDY
The banking industry in India has undergone a sea of change ever since the economicform
process was initiated. There is no doubt that the banking industry continues to playa cardinal role
in spread heading the economic activity of the country. From an industryalmost monopolized by
the nationalized bank till the 90's it has now emerged as aconglomerate of nationalized, private
and foreign banks setting new trends in the way banking is carried out. The deregulation in the
interest rates, grant of functionalautonomy to the banks in the area of credit, entry of foreign
banks and emergence of new private banks has made the banking environment. The whole
Indian banking industryscenario is changing while the chunk of other total share in bank credit
continues to bedominated by public sector banks, the increase boost given to foreign and private
participation is expected to make banking more challenging. Lately, Indian banks arediverting
from their bread and butter business of lending and accepting deposits, and areresorting to other
related activities. Any private or foreign banks is found to have spreadits wings across a variety
of business starting from housing finance, credit finance, creditcards, investment banking,
internet banking etc. with a lot of thrust on retail andconsumer loans to lending to small and
medium enterprises an agriculture. To sustain themarket share and maintain the profitability,
banks including the nationalized ones aretrying to incorporate product diversity and with more
focus on customer needs. Most ofthe private banks are moving towards the `Universal Banking'.
Universal Banking meansthe banking in which the banks have all the financial products and
services for itscustomers. Now there is a need to observe how these private banks are going to
apply theconcept for customer satisfaction and for the growth of business in emerging area
offinance. The information collected was compared with ideal one to find out majordrawbacks
and best practices too.
1.7COMPANY PROFILE
A BRIEF INTRODUCTION OF ICICI BANK LIMITED
ICICI Bank is India's second-largest bank. The Bank has a network of about 573 branches and
extension counters and over 2,000 ATMs. ICICI Bank was originally promoted in 1994 by ICICI
Limited, an Indian financial institution, and was its wholly-owned subsidiary.
ICICI was formed in 1955 at the initiative of the World Bank, the Government of Indiaand
representatives of Indian industry. The objective was to create a developmentfinancial institution
for providing medium-term and long-term project financing to Indian businesses. In the 1990s,
ICICI transformed its business from a development financialinstitution offering only project
finance to a diversified financial services group offering awide variety of products and services,
both directly and through a number of subsidiariesand affiliates like ICICI Bank. In 1999, ICICI
become the first Indian company and thefirst bank or financial institution from non-Japan Asia to
be listed on the NYSE. In 2001,ICICI bank acquired Bank of Madura1 Limited. ICICI Bank set
up its international banking group in fiscal 2002 to cater to the cross border needs of clients and
leverage onits domestic banking strengths to offer products internationally. ICICI Bank currently
hassubsidiaries in the United Kingdom, Canada and Russia, branches in Singapore andBahrain
and representative offices in the United States, China, United Arab Emirates,Bangladesh and
South Africa. In 2003, the first Integrated Currency Management Centrelaunched in Pune. ICICI
Bank announced the setting up of its first ever offshore branch inSingapore. The first offshore
banking unit (OBU) at Seepz Special Economic Zone,Mumbai, launched. ICICI Bank's UK
subsidiary launched. India's first ever "Visa MiniCredit Card", a 43% smaller credit card in
dimensions launched. ICICI Bank subsidiaryset up in Canada. Temasek Holdings acquired 5.2%
stake in ICICI Bank. ICICI Bank became the market leader in retail credit in India. In 2004, Max
Money, a home loan product that offers the dual benefit of higher eligibility and affordability to
a customer,introduced. Mobile banking service in India launched in association with
RelianceInfocomm. India's first multi-branded credit card with HPCL and Airtel launched.
KisaanLoan Card and innovative, low-cost ATMs in rural India launched. ICICI Bank andCNBC
TV 18 announced India's first ever awards recognizing the achievements ofSMEs, a pioneering
initiative to encourage the contribution of Small and MediumEnterprises to the growth of Indian
economy. In 2005, ICICI Bank opened its 500th branch in India. ICICI Bank introduced
partnership model wherein ICICI Bank wouldforge an alliance with existing micro finance
institutions (MFIs). The MFI wouldundertake the promotional role of identifying, training and
promoting the micro-financeclients and ICICI Bank would finance the clients directly on the
recommendation of the MFI. ICICI Bank introduced 8-8 banking wherein all the branches of the
Bank wouldremain open from 8a.m. to 8 p.m. from Monday to Saturday. ICICI Bank introduced
theconcept of floating rate for home loans in India. First rural branch and ATM launched inUttar
Pradesh at Delpandarwa, Hardoi. "Free for Life" credit cards launched whereinannual fees of all
ICICI Bank Credit Cards were waived off. ICICI Bank and Visa jointlylaunched mChq a
revolutionary credit card on the mobile phone. Private BankingMasters 2005, a nationwide Golf
tournament for high net worth clients of the private banking division launched. This event is the
largest domestic invitation amateur golfevent conducted in India. ICICI is the first Indian
company to make a simultaneousequity offering of $1.8 billion in India, the United States and
Japan. It acquiredIvestitsionnoKreditny Bank of Russia. ICICI Bank became the largest bank in
India interms of its market capitalization. In 2006; ICICI Bank became the first private entity
inIndia to offer a discount to retail investors for its follow-up offer. ICICI Bank became thefirst
Indian bank to issue hybrid Tier-1 perpetual debt in the international markets. ICICIBank
subsidiary set up in Russia. In 2007, it introduced a new product - 'NRI smart saveDeposits' a
unique fixed deposit scheme for non resident Indians. Representative officesopened in Thailand,
Indonesia and Malaysia. ICICI Bank became the largest retail playerin the market to introduce a
biometric enabled smart card that allows bankingtransactions to be conducted on the field. A
low-cost solution, this became an effectivedelivery option for ICICI Bank's micro finance
institution partners. Financial counselingcentre Disha launched. Disha provides free credit
counseling, financial planning and debtmanagement services. Bhoomi puja conducted for a
regional hub in Hyderabad, AndhraPradesh. ICICI Bank's USD 2 billion 3-tranche international
bond offering was thelargest bond offering by an Indian bank. Sangli Bank amalgamated with
ICICI Bank.ICICI Bank raised Rs 20,000 crore (approx $5 billion) from both domestic
andinternational markets through a follow-on public offer. ICICI Bank's GBP 350
millioninternational bond offering marked the inaugural deal in the sterling market from
anIndian issuer and also the largest deal in the sterling market from Asia. Launched India'sfirst
ever jewellery card in association with jewelry major Gitanjali Group. It became thefirst bank in
India to launch a premium credit card -- The Visa Signature Credit Card.Foundation stone laid
for a regional hub in Gandhinagar, Gujarat. Introduced SMEToolkit, an online resource centre, to
help small and medium enterprises start, financeand grow their business. ICICI Bank signed a
multi-tranche dual currency US$ 1.5 billionsyndication loan agreement in Singapore. ICICI
Bank became the first private bank inIndia to offer both floating and fixed rate on car loans,
commercial vehicles loans,construction equipment loans and professional equipment loans.
ICICI Bank entersGermany, opens its first branch in Frankfurt. ICICI Bank launched iMobile, a
breakthrough innovation in banking where practically all internet banking transactionscan now
be simply done on mobile phones.
1.8EDUCAION
Education represents a critical area of action to realize India’s growth potential as alsomake it
inclusive, by enabling children from all sections of society to have access toquality basic
education that equips them for taking up higher education or job-oriented skill training. At the
same time, India’s institutions of higher learning alsorequire investment in capacity building to
support India’s growing and evolving needsand become global centers of excellence.
The Bank, both directly and through ICICI Foundation, will continue to work withvarious bodies
including state governments and other not-for-profit organizations toimprove the quality of
education in government and municipal schools, which accountfor the vast majority of school-
going children in the country. ICICI Bank willcontinue to work with institutes of higher
education for focused capacity-building inspecified disciplines, particularly finance &
management.
HELTH CARE
The healthcare challenge in India spans a number of dimensions, including access toaffordable
healthcare for the poor; awareness of health issues & available facilities/ benefits among the less
privileged segments of society and specific vulnerable sections of the population; and child
malnutrition, which impairs the capacity of achild to lead a healthy and productive life.
Addressing this challenge is essential toachieve the objective of inclusive growth. The Bank and
ICICI Foundation willcontinue to focus on developing innovative models with the potential to
scale up and bring about improvements in the delivery of healthcare to the marginalized
segmentsof society and other appropriate measures to promote health care.
The ICICI Academy for Skills has been set up across the country to provide job-oriented skill
training to youth. Several centers have been set up across the country. Inthis initiative, ICICI
Foundation is also leveraging the skills and training capabilitiesof large corporate in developing
training modules in their respective domains. ICICIFoundation is also liaising with corporate and
businesses to get the trained youthemployed, through a job portal. ICICI Bank will continue to
develop the ICICI RuralSelf Employment Training Institutes.
FINANCIAL INCLUSIOM
The Bank strongly believes that to improve the overall economic condition of thelow-income
population and to empower them with means to overcome adversities or inequalities, access to
financial services is an important factor.
The Bank would continue to focus on expanding its reach and its initiatives in thisarea include
using various channels like branches and business correspondents, andleveraging technology, to
make banking services accessible to low-income groups andthe rural population, including the
urban poor and migrant workers.
II. Scheduled Banks automatically acquires the membership of the clearing house.
III. Scheduled Banks get the facility of the rediscount of first class exchange bills from RBI.
This facility is provided by the RBI only if the Scheduled Banks deposit average daily
cash withthe RBI which is decided by the RBI itself and presents the recurring statements
under the provision of RBI Act, 1934 and Banking Regulation Act, 1949.
COMMERCIAL BANKS
are regulated and managed under the Banking Regulation Act, 1949.These are profit making
banks based on their business model. Granting loans to the government,general public, and
corporate and accepting deposits counts as the primary function. There arefour types of
commercial banks:
1. Public Sector Banks.
2. Private Sector Banks.
3. Foreign Banks.
4. Regional Rural Banks.
Foreign Banks
A foreign bank is one that has its headquarters in a foreign country but operates in India as a
private entity. These banks are under the obligation to follow the regulations of its home
countryas well as the country in which they are operating
COOPERATIVE BANKS
Run by the elected members of a managing committee and registered under the
CooperativeSocieties Act, 1912 are the cooperative banks. These are no-profit, no-loss banks and
mainlyserve entrepreneurs, industries, small businesses, and self-employment. cooperative banks
can beof two types :
Urban Co-operative Banks refer to the primary cooperative banks located in urban and
semi-urban areas. These banks essentially lent to small borrowers and businesses centered
aroundcommunities, localities work place groups.
According to the RBI, on 31st March, 2003 there were 2,104 Urban Co-operative Banks ofwhich
56 were scheduled banks. About 79% of these are located in five states, – AndhraPradesh,
Gujarat, Karnataka, Maharashtra and Tamil Nadu.
A State Cooperative Bank is a federation of the central cooperative bank which acts ascustodian
of the cooperative banking structure in the State.
1.11 History
ICICI Bank was established in 1996 by the Industrial Credit and Investment
Corporation of India, an Indian financial institution, as a wholly owned subsidiary.
The parent company was formed in 1955 as a joint-venture of the World Bank,
India's public-sector banks and public-sector insurance companies to provide
project financing to Indian industry. The bank was initially known as the Industrial
Credit and Investment Corporation of India Bank, before it changed its name to the
abbreviated ICICI Bank. The parent company was later merged into ICICI Bank.
ICICI Bank launched internet banking operations in 1998
In 2000, ICICI Bank became the first Indian bank to list on the New York Stock
Exchange with its five million American depository shares issue generating a
demand book 13 times the offer size.
In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the
merger of ICICI and two of its wholly owned retail finance subsidiaries, ICICI
Personal Financial Services Limited and ICICI Capital Services Limited, with
ICICI Bank. The merger was approved by shareholders of ICICI and ICICI Bank
in January 2002, by the High Court of Gujarat at Ahmadabad in March 2002, and
by the High Court of Judicature at Mumbai and the Reserve Bank of India in April
2002.
In 2008, following the 2008 financial crisis, customers rushed to ATM's and
branches in some locations due to rumors of adverse financial position of ICICI
Bank. The Reserve Bank of India issued a clarification on the financial strength of
ICICI Bank to dispel the rumors.
COMPANY PROFILE
Retail banking.
Wholesale banking
Project finance and special assets management
International business
Corporate bank
VISION
MISSION
We will leverage our people, technology, speed and financial capital to:
Expand the frontiers of our business globally.
Play a proactive role in the full realization of India’s potential.
Maintain high standards of governance and ethics.
Create value for our stakeholders.
To ensure most cost effective power for sustained growth of India.
To provide clean and green power for secured future of countrymen.
To achieve excellence in every activity we undertake
CHEPTER – 2
PURPOSE OF THE STUDY
The main objectives of this project are the following: To examine, if banks
customers are aware of the services offered by banks onmobile banking.
To find-out whether the security & privacy issues of mobile banking is becoming a
barrier in extending their services to many customers.
To determine whether the customers are using mobile banking services in their day-to-
day chores
To analyze the future prospects of the m-banking services of the Indian BankingIndustry.
HYPOTHESIS 1 :
NULL HYPOTHESIS (H0): Customer awareness and illiteracy is not a significant issue in
mobile banking .
HYPOTHESIS 2 :
NULL HYPOTHESIS (0): Security and privacy is not asignificant issue in extending
mobile banking services .
HYPOTHESIS 3 :
NULL HYPOTHESIS (H0) : Banking customers are not using mobile banking in their
routine life .
TYPES OF RESPONDENTS :
This research includes all types of people mostly selected different age, sex and occupation
people.
RESEARCH DESIGN :
Mobile banking is a new technology for people in India. Bank customers normally usetraditional
banking system as they trust this system and they are used to it. People are afraidof using mobile
banking because they cannot feel it trust worthy.
In our country, most of the customers are influenced through advertisements. In recent
times,customers have become more conscious about their savings. Different banks advertise
aboutmobile banking services to give information about it to all people in the country.
Thisresearch study has researched the customer perception on mobile banking based on the
abovedimensions. The respondents were approached through questionnaire that was sent to
themon their social media handles. It was felt that the survey will give the correct result.
Theresearch is descriptive in nature, using primary data.
SAMPLE SIZE
Sample is defined as a subset of the universal population. Sample is small group of respondents
drawn from a population in which the researcher is interested in gaininginformation and drawing
conclusions. A sample of 80 respondents was selected for study.
SOURCES OF DATA :
During data collection, both primary and secondary data were used for its validity andreliability
as attached in annexures.
PRIMARY DATA :
This study used primary data that was obtained directly from the field. Data was collected
fromthe sample population through questionnaire as attached in annexure.
The open and close-ended questions were used in questionnaire for bank customers.
SECONDARY DATA :
Secondary data were used for providing the theoretical background to the research problem.The
secondary data sources were-journal, books, internet etc.