1 The kind of banking and financial service that gives a real-time mobile access to customer on the move is called

mobile banking the services being offered through mobile phone. Mobile banking to the banking activity that are carried out on mobile (cell) phones that is banking is enabled even while a person is on the move

In modern times, information exchange takes place at great speed. The dependence of people on computing devices such as computers, cellular phone, pager, facsimile machine, e-mail and internet is growing at galloping rate. Such as growth has made the real time exchange of information a reality. At the same time it has also thrown challenges to modern enterprises. Which prompt them to act in a proactive manner so as to stay competitive in the business world. The constant innovation happening in the realm of electronic banking and financial services has contributed to a new development called mobile banking this may be attributed to the forth coming demand from the mobile workforce. The increasingly growing number of mobile workforce has really given a cutting edge to the progress of the electronic banking.

The mobile banking refers to the facility allowed by certain banks in India whereby the mobile phone holder can undertake certain banking transaction through their mobile phones. This value added services has very little human interface and private banks like ICICI, HDFC etc. have started offering this service. The customer is required to type a text message on the mobile phone which travel through the server of the cell phone service provider to banks internet service; information is retrieved and routed back the same way in 15-30 second. To avail the service, the client has to fill up form at any of banks branches and bank informs the cellular service provider to activate the module instantly.

The information which includes checking of account balance, request for a Cheque book, stop payment instruction, changing primary operation account, request for current periods account statement to the mailed and access summaries of last three transactions performed on the account.

The number of people using mobile banking services has increased. While the trend is growing, lack of awareness of services, apart from perceived security issues are inhibiting faster takeoff. -Dataquest.

2 It was clear at the start itself that this would be a battle focused not on technology, but on the mindset of the target audience. Over two years after the launch of mobile banking services in the country, that bridge has been reached and many are beginning to walk those cautious steps across it. Yes, the usage of mobile banking services is increasing, and fast against dataquests estimated user base of under 10,000 for mobile banking services in 2000, there are over 120,000 today who SMS from their banking. Even our survey despite targeting a respondent profile that would bring in more positive answers than negative (see methodology), threw up very low usage numbers. Also, e-commerce as a medium of purchasing and transacting has not really caught on, and the basket of mobile banking offerings is, in itself, very limited. The good news the technology backbone is in place, and getting better. Theres CDMA, theres GSM. Forget their battles on the mobile telephony front from the consumers point of view; he never had it so good. The recent price cuts are also likely to help, say banking experts, adding that this will lead to increasing willingness to move on to mobile, and therefore, to the value-added services that most operators offer today

The Internet is revolutionizing the way the financial industry conducts business, empowering organization with new business model and new ways to interact with customers. The ability to perform banking transactions online banks and brokers who offer personalized services through their web portals. This increased competition is driving traditional financial institutions to find new ways to add value to their product and services, gain competitive advantage and increase customer loyalty while also attracting new, high-value client.

Mobile and wireless technology, combined with the wide variety of portable devices available today, enable new revenue opportunities for financial services organizations. This provides a new channel that can be used to refresh and expand the customer base, attract prime customers and enhance loyalty. With mobile and wireless technology, banks can offer a wide possibility of services to their customers, from the freedom of paying bills while stuck in traffic, to receiving notification of a change in stock price while having lunch, the challenge, then is how to turn these possibilities into a reality for the customers.

3 CONSIDERATION WHEN IMPLEMENTING MOBILE BANKING

The creation of mobile services is more efficient and effective when financial institution enters in alliance with mobile operators. The appropriate choice for each player depends on their combined customer base and the share of market each one brings to the alliance.

The choices are then if one bank should establish alliance with one or many mobile operator. The theories on the evolution of these types of alliances show that the most usual beginning is from one to one. However, the dominant strategy will converge in the long term to a many to many alliance model.

For large bank the most convenient strategy is to begin with a closed system; an alliance with one telecommunication company and initially closed to user outside the combined customer base. This will allow the alliance to lock in big customers before other players begin to enter the market. At least one or two condition is needed to maintain the closed system working: a critical mass of customers, or strategic adventure in the operating area.

Banks with not so large customer base or that do not want to risk being the first movers in a closed system, would prefer to implement open system alliance and try to capture a larger market share.

The decision about the most appropriate alliance to chose will depend on the particular of the bank implementing the mobile services and the availability of appropriate partners for telecommunication operation.

In the same way when choosing wireless platform the critical consideration are the connectivity with the back end system and the market several solutions in a short period of time. There are currently in the market several solution based upon different technology and budget requirements.

4 Mobile Customers: - those who use mobile telephony use mobile banking service. Mobile telephony is used through mobile phones. M Commerce: - mobile banking is a part of m Commerce whereby business and trade takes place through mobile on-line. Those mobile users who became on line internet users do M Commerce. Technology based: - Mobile banking are based on technology of development. Mobile banking makes use of internet for transmission, transaction & delivery of banking services. The network provide the required software support. Services: - Mobile banking offers the entire internet-based banking services such as on-line account opening, account verification, funds transfer etc. Eligibility: - At present, mobile banking is extended only to individual customer having account with any branch of a particular bank that offers internet banking facility. Further, it is also required that the customer is registered as on internet banking customer. Application: - In order to avail the facility of mobile banking, an application duly filled is to be submitted to the bank. The application is invariably made available in the official website of the bank.

5 Mobile Banking is poised to become the big killer mobile application arena. However, banks going mobile the first time need to trend the path cautiously. The Biggest decision that banks need to make is the channel that they will support their services on.

Mobile Banking through an SMS based service would require the lowest amount of effort, in terms of cost and time, but will not be able to support the full breath of transaction based services. However in market like India, where a bulk of the mobile population users phones can only support SMS based services, this might be the only option left.

On the other hand a market heavily segmented by the type and complexity of mobile phone using might be good place to roll of WAP based mobile applications. WAP based services can let go of the need to customized usability to the profile of each mobile phone. The trade off being that it cannot take advantage of the full breadth of features that a mobile phone might offer.

Mobile application standalone clients bring-along the burden of supporting multiple mobile device profile. According to the Gartner group, a leading wireless computing consulting organization, mobile banking services will have to support a minimum of 50 different device profiles in the near future. However, currently the best user experience, depending on the capabilities of a mobile phone, is possible only by using a standalone client. Mobile banking has the potential to do the mobile phone, what E-Mail did to the internet mobile application based banking is poised to be a big M-Commerce features, and if south Koreas foray into mass mobile banking is any indication, mobile banking could well be the driving factor to increase seller of high and Mobile phone nevertheless banks need to take a hard and deep look into the mobile usage patterns among their target customers and enables their mobile service on a technology with reaches out the majority of their customer.

Some guidelines and consideration banks need to follow implementing wireless banking are:

Application servers should be easy to install, configure and add new services. Client application must be easy to install, customized, and add new handheld devices. Integration with other servers and back end services must be easy to implement. The advantages of using standard protocol are attainable mainly through open system.

6 For smaller financial institution, like credit unions, the outsourcing of the wireless services can solve most of the impediments they would face. Besides the lack of resources and expertise, other reasons for outsourcing are:

Financial institution will not divert from it core business. Improve the time to implement the services. Cost and budget can be predicated with more accuracy. Wireless services will use the latest in technology.

7 Using mobile banking facility you can:

Check your balance Check on your last three transaction Request for a statement Request for a cheque book Enquire on a cheque status Instruct stop cheque payment. View fixed deposit detail.

You can also pay your utility bills using the bill pay facility all you to do is instruct us to pay your bills and the amount rates instantly deducted online from our account.

Registration of mobile banking

It is usually required that the customer who register for internet banking also register for mobile banking. To register, you have to provide mobile number in the subscription page of mobile banking requests. Provide your number in the format country code number. To register and use the mobile banking service it is incumbent that the following requirements are:-

Essential Requirement

Service is available only to an existing customer of the branch availing internet banking services. Registration for internet banking and mobile banking services. Available for the individual customer. Need for owning a mobile phone; if WAP (wireless application protocol). Banking is to be availed; the mobile phone should be WAP enabled whose browser is capable of sending referrer URL.

8 Security Issue The security for the use of mobile banking is ensured by the use of password. Password is nothing but the secret code of identification of a uses. The customer user is given a login ID and a password on the registration for internet banking. The login ID and the password need to be changed by the internet banking registration.

In the case of WAP banking, one should use the same user login ID and transaction password with which access to the internet banking service is made. However, your user ID needs to be enabled by the bank for WAP banking on the basis of the application submitted for the same. This is essential for availing the WAP banking. In the case of SMS Banking, the bank will first enable the user ID for SMS facility on the basis of the application for the same. Only then the customer can access the domain of the banking company.

Accessing SMS banking through internet login password is not allowed. A customer can access SMS banking only through SMS password. Which is exclusive however, with internet login password, one can access the domain of the banking company through internet banking or WAP banking using the WAP enable mobile phone.

For the first time, one can choose the SMS password only in the relevant domain of the bank by accessing through internet. Subsequently SMS password can be changed through an SMS on the mobile phone also. However; it is not possible to change the WAP Password separately. Change of WAP password happens automatically with the change in internet login password.

Registration is required for mobile banking when the cell. Number is changed from the one already registered. Before the change of the cell number, it is possible for the customer to withdraw from SMS Banking, using the necessary option. The customer need to take up with the bank, after getting the new cell number, duly informing the internet banking ID and the new cell number. Bank will accordingly register the new cell number.

Currently, there is not a security standard; companies have implemented many solutions even thought the trend is to use smart cards as the utmost security technology. The solutions currently implemented are the following:

Limit in the type of transaction in order to reduce the risk of the cardholder. For example, funds transfer to third parties. Secure network architecture. The more common security used is PKI (public key infrastructure) an encryption used for PDAs and smart phones, PKI consist of two keys, a public key and a private key, used to authenticated the user and encrypt the data.

Smart cards as a digital identification and mobile phone (card reader are the highest technology in the terms of security).

10 SERVICES

The services that mobile banking can offer are the following:

Account balance enquiry. Account statement enquiry. Cheque status enquiry. Cheque book requests. Fund transfer between accounts. Credit/debit alert. Minimum balance alerts. Bill payment alerts. Recent transaction history request. Information request like internet rates exchange rates.

One way to classify this service depending on the originator of a service session is the push/pull nature. Push is when the bank sends out information based upon an agreed set of rules, for example your banks send out an alert when your account balance goes below a thousand level. pull when the customer explicitly request a service or information from the bank so a request for your last five transaction statement is a pull based offering.

The other way to categorize the mobile banking services by the nature of the service, gives us two kind of services:- Transaction based on enquiry based so a request for your bank statement is an enquiry based service and a request for your funds transfer to some other account is a transaction based services transaction based services are also differentiated from enquiry based services in the sense that they require additional security across the channel from the mobile phone to the banks date servers.

11 ADVANTAGES OF MOBILE BANKING

The biggest advantages that mobile banking after to banks is that it drastically cut down the costs of providing services to the customers. For example an average teller or phone transaction costs about $2.36 each whereas an electronic transaction costs only about $0.10 each additionally this new channel gives the bank ability to cross-sell, up-sell their other complex banking products and services such as vehicle loans, credit each etc.

For service providers, mobile banking offers the next surest way to achieve growth. Countries like Korea where mobile penetration is nearing saturation mobile banking is helping services provider increase revenue from the now static sub- scriber base. Also service provider are increasingly using the complexity of their supported mobile banking services to attract new customer and retain old ones Control your finances, wherever you are in your wireless carriers digital coverage area. Real-time access through a secure connection. Private and convenient- no need to visit branch, or be near a personal computer telephone. Transfer money while on the move. Pay your bills at your convenience. Check your balance before making a purchase. Do your banking in a secure, discreet and convenient environment. Easy to use software and interface, with full customer support. To protect your privacy, the information transmitted between your palm handheld and royal bank is encrypted. Access your banking information using your own secret password.

12 Mobile banking with palm handhelds is safe, reliable and secure. All data between the palm device and royal bank is encrypted, meaning that it is scrambled into an unreadable format during transmission, preventing the risk of the data being intercepted by a third party. This is the same state of the art technology used in online banking.

No one can view your information; in fact, no data is ever permanently stored on your palm device, so if you lend it, no one will be able to find any of your personal information.

These features also help ensure the security of mobile banking with palm handhelds:

If for some reason your palm handheld shuts itself off with your banking information displayed, the application will reset to the sign-on screen. Online banking will time-out if there is no activity from the palm handheld. You will then need to sign on again with your password. You can lock your palm handheld, so that only your own secret password can be used to unlock it every time it is used.

13 HOW TO USE THE SERVICS

For Example: - RELIANCE MOBILE

Step 1

Go to R World Go to More Services Option Select Finance option Select mobile bank option select ICICI BANK Option

Step 2

Step 3

Step 4

Step 5

Step 6

Accept Disclaimer

14 LIST OF BANK PROVIDING MOBILE BANKING

1. ICICI BANK 2. HDFC BANK 3. PUNJAB NATIONAL BANK 4. BANK OF BARODA 5. UNIT TRUST OF INDIA 6. DENA BANK 7. KOTAK MAHINDRA BANK 8. DEVELOPMENT CREDIT BANK 9. STATE BANK OF INDIA 10. HSBC BANK 11. YES BANK

15 HOW WE CAN USE MOBILE BANKING

How mobile banking works for you?

Mobile banking works through a set of text messages. All you need to do is to type in the specified code for the transaction as a text message and send it to a pre designated number. You will receive the response in the form of a text message on your mobile phone screen within a few seconds. Who can apply this mobile banking?

If you are an account holder of any bank as well as a subscriber of any of the mobile phone service providers tied up with HDFC Bank , you can take advantage of this facility. One document is all it takes to apply!

If you are opening an account with the bank, you can apply for mobile banking through the account opening document. If you already have an account with the bank, you can apply for mobile banking through the combined direct banking channels application form. What transaction can I do through mobile banking?

Mobile banking is extremely easy. Just punch in a few letter and routine banking transactions will be complete. How does mobile banking works?

Mobile banking works through a series of text message (SMS) Once you have activated this service, all you need to do is type in the specified code for the service you want to avail.

16 You will receive the response in the form of text message on your mobile phone screen within a few seconds. Does mobile banking with palm work everywhere?

It will work in major urban center and surrounding areas. For specific areas of coverage, please consult your wireless carrier. Most wireless carriers publish maps of their areas on their web sites.

17 VARIOUS METHOD OF USING MOBILE BANKING

ICICI BANK Mobile banking can be divided into two broad categories: Request Facility Alert Facility

REQUEST FACILITY:

ICICI BANK mobile banking requests enable to query for account information or perform bank transactions. You can query for your account balance, request for the last 3 transactions. Order for new cheque book, inquire for a cheque status, issue a stop cheque request, change of primary account and make payment for your bill under this facility. If you hold an ICICI BANK HPCL Debit Card, you can also query your debit card reward points by just sending a SMS request.

ALERT FACILITY:

Under ICICI BANK mobile banking alert, you get alerted when the events you have subscribed for get triggered. You can subscribed for receiving SMS alert when your salary gets credited, when your bank account is debited / credited with Rs.5000/- or more as specified by you, your balance falls below / goes above a specified limit or when a cheque bounces.

Under the alert facility, you will get alert only when the events you have subscribed for information as and when you desire.

18 CREDIT CARD SERVICES

ICICI BANK mobile banking services for credit card can be divided into two board categories: REQUEST FACILITY ALERT FACILITY

The request facility enables you to check your credit card balance, fetch reward points for redemption, view details of last payment, and get payment due date.

On subscription to credit card alerts, you get alerted when the events you have subscribed for get triggered. You can subscribe for receiving SMS alerts for due date reminders, and when you are approaching your credit limit.

Under the alert facility, you will get alerts only when the events you have subscribed for gets triggered unlike the request facility where you can request for information as and when desired.

19 Banking requests that can be made Balance: To see the balance, select the account (primary or non primary). In case of nonprimary, provide the last 6 digits of the account number. Last 3 Transactions: To see the last three transactions, select the Account (primary or non-primary). In case of non-primary, provide the last 6 digit of the account number. Cheque status: To check the status, select the account (primary non-primary), and then provide the cheque number. In case of non-primary, provide the last 6 digits of the account number. Stop cheque: To stop the cheque, select the account (primary or non-primary), and then provide the cheque number. In case of non-primary, provide the last 6 digits of the account number. Cheque book request: To request a cheque book, select the account (primary or nonprimary). In case of non-primary, provide the last 6 digits of the account number. Change primary account: To change the primary account number, you have to provide the account number, which has to be made the account. View bill: Selecting this option and entering the biller name will display the presented bills only of that presentment mode biller.clicking on OK without entering name will display all presented bills. Pay present bill: To pay the bill presented, first the account to be debited has to be selected. Biller name has to be entered. The bill will be paid instantly. Pay payment bill: (Pay bill of payment mode biller) - Biller name, last six digits of the account number and the amount (without paise) have to be entered to pay a bill of a payment mode biller. The bill will be paid instantly.

20 Find ATM / Find branch: Pin code of the desired area has to be entered to get the nearest ATM / Branch. for eg :- if you wish to find an ICICI Bank ATM in andheri, Mumbai, you would have to select Find ATM & enter the pin code of andheri i.e 400058 Get quote: You have to provide the ICICI direct stock code to get the details. (This facility is available to customer who has registered for this facility with ICICI direct.

ICICI BANK Partners with reliance India mobile to launch mobile banking service ICICI Bank, Indias second largest bank, in association with reliance infocomm, Indias largest mobile service provider, today launched a truly interactive mobile banking service in India. July 14, 2004, Mumbai ICICI Bank customers through their reliance mobile handsets can now avail of a gamut of banking services free of charge. The services can be accessed directly from R World on the handset. A customer can view their ICICI Bank account balance, get mini statement and make requests for cheque books. Apart from viewing presented bills, a customer can also pay bills by direct debit to the bank account. The service also enables a customer to locate an ATM or bank branch. On selecting any of these, the customer is connected directly to the bank and the result is displayed instantly on the handset. To avail the mobile banking service, a customer can register at any of the ICICI Bank branches, dial the call center or through internet banking. With alliance ICICI Bank leveraged technology to synergies the benefits of a mobile phone with ICICI Banking services. This will improved the customer with a convenient anytimeanywhere banking environment R-Worlds menu driven process offers the convenience of banking, while being on the move. The highly advanced and intuitive user- interface features of the R-World, available to the more than 7 million RIM users, makes mobile banking practical and user-friendly. R-World ensures the subscriber receives answer to request immediately within the same session.

The java-based R-World suite of reliance India mobile internet application unique in India and the world. Around 7 million subscribers all over India currently use R-World., which

21 offers a range of innovation services on reliance India mobile that helps its customer to access information, communication, entertainment, and transaction based application on the move.

22 Indian mobile provider partners with bank to offer services INDIA Are mobile phones a competitor or a complement to ATMs?

Maybe a little both, judging from a news release from mobile phone provider reliance infocomm limited. According to the release, ICICI Bank, in a partnership with reliance, on July 21 launched an interactive mobile banking service in India.

Using their reliance India mobile handsets, ICICI Bank customers can access several banking services; including viewing their account balance, getting mini statements and making request for check books. Customers can also view presented bills and make payments via a direct debit to their bank accounts. There is no charge for the services.

However, the service also enables a customer to locate an ATM or bank branch. With this option, the customer is connected directly to the bank and the result is displayed instantly on the handset.

However, the service also enables a customer to locate an ATM or bank branch. With this option, the customer is connected directly to the bank and the result is displayed instantly on the handset. Customer can sign up for the service at any ICICI Bank branch, or through the call center or the internet. With this alliance, we have leveraged technology to synergize the benefits of a mobile phone with our banking services, which will provide the customer with a convenient anytime anywhere banking environment. Reliance India mobiles internet applications, including the new ICICI services, are built upon proprietary java based R-world suite. According to the release, 7 million subscribers across India use R-world to access information, communication, entertainment and transaction based application.

23 COMPARING WITH OTHER BANK FOR MOBILE BANKING

Actually, I am doing project on mobile banking from ICICI BANK. This bank had started mobile banking in the year 2001. From 2001 to 2007 this bank started making profit continuously.

I want to compare the ICICI BANK with other leading bank for example: - HDFC, HSBC etc. HDFC was the first bank to start a mobile banking in India for example: - RIM has included ICICI BANK along with HDFC bank for mobile banking through R- WORLD. Since I have an HDFC BANK a/c, I registered for this service with HDFC BANK and can check my account details and carry out select transaction using R-WORLD. However, much to my surprise there seems to be no password/PIN security for accessing to my bank account! That means whoever has even brief access to my mobile has access to my bank account! So if it ever stolen. Or even in cases to the account and could even carry out transaction!!! Its really surprising that they have overlooked this very important security loophole! Is this the same for people who have registered with ICICI? Anybody concerned about this?

24

10. QUESTION & ANSWER OF THE FOLLOWING

What is ICICI mobile banking? Why should I apply for same?

ICICI mobile banking keeps you informed about the significant

transactions in

your bank, credit card and demat accounts promptly such as: Bank Alerts salary credit, debit / credit of large amounts as specified by you and cheque bounce. Credit Card Alerts Approaching credit limit and due date of payment of credit card bill. Demat Alerts shares debited and credited in your account etc. ICICI Bank mobile banking facility keeps you updated while you are on the move.

What are ICICI mobile banking alerts?

ICICI bank mobile banking alerts is a facility through which you can receive latest

information about your bank. Credit Card and Accounts. Alerts are sent to your mobile phone number as registered by you with the bank.

Can I avail of the ICICI mobile banking facility?

All ICICI Bank customers having savings bank account, credit card (not being an

add on card) and demat account can avail of this facility. As and when alerts are introduced for other ICICI Bank products, we shall intimate you through our websit.

What are the alerts that I can subscribe for?

25 Currently, we are providing the following alerts based on your account(s) with us: Banking Alerts

1. Credit to your bank account of any amount of rs.5000/- or above as specified by you. 2. Debit to your bank account of any amount of rs.5000/- or above as specified by you. 3. Salary credit to the bank account. 4. Cheque deposited in your bank account but bounced. 5. Account balance below a specified amount. This will be subject to the appearance of the word salary in the narration of salary credit.

Credit Card Alerts

1.Payment due date reminder on your next credit card bill. 2.Your credit card spending reaches the limited set for your credit

card (approaching credit limit).

Demat Alerts

1. Demat account getting credited. 2. Demat account getting debited. 3. Pledge creation and closure. 4. Rejection of instruction submitted.

In future, we would be introducing more alerts, for which we shall intimate you through our website,

How often will I receive the alerts?

Depending on the type of alerts selected, you will receive the alert(s) As and when the particular event happens. However, in case of approaching credit limit, the alert is sent at the end of the day.

How can I subscribe to ICICI bank mobile banking?

26 means: Login to www.icicibank.com and go to banking section for banking alerts and credit card section for credit card alerts. Call up our 24 hours customer care centre and request for subscription for bank alerts, credit card alerts and demat alerts. Our customer care centre representatives will take you through the identification process and subscribe you to ICICI Bank mobile banking. You can subscribe to ICICI Bank mobile banking by any one of the following

Are there any other prerequisites for availing ICICI Bank mobile banking

facility?

For mobile alerts, you also need to have a mobile phone with a connection on which

these SMS alerts can be sent to you. In case your mobile phone service provider does not support SMS facility, this facility may not be available for you. Kindly contact your mobile phone service provider to enable SMS facility

Do I need a special phone for mobile alerts?

No, all you require is a normal GSM/CDMA mobile phone to receive mobile alerts.

Kindly note that the CDMA mobile phone service provider should have activated SMS facility for you to avail this facility.

How will I know that I have received an ICICI Bank mobile banking alerts?

Mobile alerts would be received on your mobile phone. The message alert tone set by

you will indicate that a new message has arrived.

Can I access the alerts when I am abroad?

27 You need to ensure that you have subscribed for international roaming facility for

your mobile phone connection and you have switched your mobile phone on.

What should I do in case I change my mobile phone number?

For banking alerts and credit card alerts you may simply login to www.icicibank.com

or contact our 24 hour customer care centre for banking alerts, credit cards alerts and demat alerts to update our records.

Are there any charges for the facility?

All

Mobile banking is now a non chargeable service. updates of the fees would be put up on our website

www.icicibank.com/pfuser/channels/mobile.htm for reference. ICICI Bank reserves the right to change the charge for this facility.

What should I do if I have further queries on this facility?

For any further queries on ICICI Bank alert facility, you may call our 24 hour

customer care centre or write to the account manager for clarification of the same. To write to the account manager, login to www.icicibank.com, go to the banking section for the option write to account manager. You may also write to account manager at

customer.care@icicibank.com. Briefly describe ICICI Bank application.

Application name is ICICI Bank. This application is a mobile banking application.

User can perform various function like balance inquiry, last three transactions etc. using RIM phone. In mobile banking, banking transaction is presented as text on customer mobile phone screen as opposed to hearing a message through the phone.

28 Whom is it targeted for?

It is designed to meet the needs of mobile users who want the ease and convenience

of anywhere, anytime access to their ICICI Bank account using RIM phone.

What are the benefits for this application?

Customer is not required to go the bank/ATM for doing the transaction that can be

done using this application. This transaction can be carried out on 24x7 bases.

How does a user use various features in this application? (please describe your

application usage in detail)

User has to launch the application through R World. User has to accept the disclaimer

and then he is shown the list as given below:

Balance inquiry

User can view his balance using this option. Last three transactions User can select this option to view the last three transactions. Cheque status inquiry User can view the status of cheque issued by him/her. Stop cheque request User can use this option to stop payment of a cheque issued by Change of primary account User can use this option to change the primary account. Primary account is the main account of the user on which he wishes to carry out mobile banking transactions. Cheque book request User uses this option for requesting for a cheque book. Only one such request will be accepted at a time. Subsequent request can be accepted only when previews request have been fulfilled. him/her

29 Latest stock quotes User uses this option for requesting latest stock quotes. What happens if someone calls me when I am accessing application name

User can attend to call. After the call is completed user can start using the application

from the same point. Can I SMS Particular data from my handset while using ICICI Bank

No, presently this facility is not available in this application. Can I Save Particular data from my handset while using ICIC Bank

Yes the data pertaining to the last option gets saved on the handset. This data can

be accessed using History option. Can I print particular information from my handset using application name

No

Is there a password?

No, you do not require a password.

30

11. Terms & conditions governing mobile banking Facility

Definitions: Account mean Bank account &/or credit card account &/or any other type of account so maintained by the customer with ICICI Bank or any of its affiliate for which the facility is being offered or may be offered in future (each an Account and collectively Account) Affiliate of ICICI Bank mean and include: Any company which is the holding of the company or subsidiary of ICICI Bank, or A person under the control of or under common control with ICICI Bank, or Any person, in which ICICI Bank has a direct or beneficial interest or control in more than 26% of the voting securities of such person for the purpose of this definition of affiliate and terms and condition, control together with grammatical variation when used with respect to any person, means the power to direct the management and policies of such person, directly or indirectly, whether through the ownership of the vote

31 carrying securities, by contract or otherwise howsoever; and person means a company, corporation, a partnership, trust or any other entity or organization or other body whatsoever. Customer mean a customer of ICICI Bank or of an affiliate or any person who has applied for any product/service of ICICI Bank. ICICI BANK mean ICICI Bank limited, a company incorporated under the companies act 1956 and licensed as a bank under banking regulation act, 1949 having its registered office at landmark, race course

Circle, vadodara 390 007 and corporate office at ICICI Bank towers, bandra kurla complex, Mumbai 400 051. Facility mean mobile banking facility (which provides the Customers, services such as information relating to account(s), details about transactions and such other services as may be provided on the mobile phone number by ICICI Bank or otherwise for the purpose of availing the facility. Mobile Phone Number means the number specified by the customer on the website, through the call centre or in writing either through any form provided by ICICI Bank or otherwise for the purpose of availing the facility. Personal Information means the information about the customer obtained in connection with the facility. Website refers to www.icicibank.com or any other website as may be notified by ICICI bank from time to time.

In this document all reference to Customer in masculine gender shall be deemed to include the feminine gender.

APPLICABILITY OF TERMS AND CONDITIONS

32 These terms and conditions together with the application made by the Customers and as accepted by ICICI Bank shall form the contract between the Customers and ICICI Bank, and shall be further subject to such terms as ICICI Bank may agree with the other service providers. These terms and conditions shall be in addition to and not in derogation of the terms and conditions governing ICICI Bank Phone banking, ICICI Bank Internet banking and relating to any account of the Customer and / or any other product/services provided by ICICI Bank and its Affiliates.

APPLICATION

The Customer shall apply to ICICI Bank for use of the Facility (and/or for any changes to the option available under the Facility) by use of ICICI Bank phone banking or ICICI Bank internet banking services or by any other method as provided by ICICI Bank from time to time including application through forms as prescribed by ICICI Bank from time to time for use of the Facility.

Application for the Facility made by use of ICICI Bank phone banking or ICICI Bank internet banking services shall be accepted only after authentication of the Customers through any mode of verification as may be discretion of ICICI Bank.

The Facility shall be activated after a minimum of 2 working days from the date of receipt of the application on the Website or at the call centre. In case of application submitted on the printed format as may be prescribed by ICICI Bank, the Facility shall be activated after a minimum of 7 working days from the date of receipt of the application at operation cell, Mumbai.

ELIGIBLE CUSTOMERS

The customers desirous of using the Facility should be either a sole Account holder or authorized to act independently. In case of joint account, the written mandate of other account holders authorizing the Customers to use the Facility would be required. All or any transaction arising from the use of the Facility in the joint account shall be binding on all the joint account holders, jointly and severally. An Account in the name of the minor, in

33 which a minor is a joint account holder or any account where the mode of operation is joint, is not eligible for Facility.

AVAILABILITY & DISCLOSURE

ICICI Bank shall endeavor to the Customer through the facility, such services as ICICI Bank may decide from time to time. ICICI Bank reserves the right to decide what services may be offered to a Customer on each Account and such offers may differ from Customer to customer. ICICI Bank May also make addition / deletion to the services offered through the Facility at its sole discretion. Only those Account opened with the Affiliates of ICICI Bank and attached to the respective Customers ID will be accessible through the Facility.

The Facility is made available to the request, at the sole discretion of ICICI Bank and may be discontinued by ICICI Bank at any time, without notice. ICICI Bank reserves the right to offer the Facility for those Customers who are availing the services of specific cellular services providers only. The Facility is currently to only to the Customers holding Accounts with ICICI Banks branches in India. ICICI Bank shall have the discretion to offer the facility to Non Resident Indians subject to application laws.

The access of the Customers to the Facility shall be restricted to Customer availing the Facility through the Mobile Phone Number. The instruction of the customer by means of the Customer shall be effected only after authentication of the Customer by means of verification of the Mobile Phone Numbers and/or through verification of TPIN/password allotted ICICI Bank to the Customer or through any other mode of verification as may be stipulated at the discretion of ICICI Bank.

ICICI Bank shall endeavor to carry out the instruction promptly provided that ICICI Bank shall not be responsible for the delay in carrying out the instructions due to any reason whatsoever including failure of operational system or due to any requirement of law.

AUTHORITY TO ICICI BANK

34 The Customers irrevocably and unconditionally authorizes ICICI Bank to access all his Accounts for effecting or other transaction of the Customer through the Facility. The Customer further authorizes ICICI Bank accepting/executing request of the Customers.

RECORDS

All records of ICICI Bank generates by the transaction arising out of use of the Facility, including the time of the transaction recorded shall be conclusive proof of the genuineness and accuracy of the transactions. The authority to record the transaction details is hereby expressly granted by the customers to ICICI Bank.

INSTRUCTIONS

All instruction for availing the services under the Facility shall be provided through the Mobile Phone Number in the manner indicated by ICICI Bank. The Customers is also responsible for the accuracy and authenticity of the instruction provided to ICICI Bank and the same shall be considered to be sufficient for availing of the services under the Facility. Where ICICI Bank considers the instruction to be inconsistent or contradictory it may seek clarification from the Customers before acting on any instruction of the Customers or act upon any such instruction as it may deem fit. The Customers and ICICI Bank shall have the right to suspend the services under the Facility if ICICI Bank has reason to believe that the Customers instruction may lead to direct or indirect loss or may require an indemnity from the Customers before continuing to operate the Facility.

The Customers accepts that all information / instruction will be transmitted to and / or stored at various locations and be accessed by personal of ICICI Bank (and its Affiliates). ICICI Bank is authorized to provide any information or details relating to the Customers or to third party to Facilitate

The providing of the Facility and so far as is necessary to give effect to any instructions. Accuracy of Information the Customers undertakes to provide accurate information wherever required and shall be responsible for the correctness of information provided by him to ICICI Bank at all times including for the purposes of availing of the

35 facility. ICICI Bank shall not be liable for consequences arising out of erroneous information supplied by the Customer. If the Customer suspects that there is an error in the information supplied by Bank to him, he shall advise ICICI Bank as soon as possible on a best effort basis.

While ICICI Bank and its Affiliates will take all reasonable steps to ensure the accuracy of the information supplied to the Customer, ICICI Bank and its Affiliates shall not be liable for any inadvertent error, which results in the providing of inaccurate information. The Customer shall hold ICICI Bank harmless against any loss, damages etc. that may incurred / suffered by the customer if the information supplied to the Customer turns out be inaccurate / incorrect.

DISCLAIMER OF LIABILITY

ICICI Bank shall not be responsible for any failure on the part of the Customer to utilize the Facility due to the Customer not being within the geographical range within which the Facility is offered; If the Customer has reason to believe that his mobile phone number is / has been allotted to another person and / or there has been an unauthorized transaction in his account ICICI and / or his mobile phone is lost, he shall immediately inform ICICI Bank under acknowledgment about the same. The Customer agrees that ICICI Bank shall not be liable if (a) The Customer has breached any of the terms and condition herein or (b) The Customer has contributed to or the loss is a result of failure on part of the Customer to advise ICICI Bank within a reasonable time about unauthorized access of or erroneous transaction in the Account; or (c) As a result of failure on part of the customer to advise ICICI Bank of a change in or termination of the Customers Mobile Phone numbers.

The customer agrees that the access of the Facility shall be only through the Mobile Phone Number and the Customer or not, shall be deemed to have originated from the customer. Under no Circumstance, ICICI Bank shall be held liable if the Facility is not available for reasons including but not limited to natural calamities, legal restraints, faults in the telecomm nation network or natural failure, or any other reason beyond the control of ICICI Bank. ICICI Bank shall not be liable under any circumstance for any damages

36 whatsoever Whether such damages are direct , indirect, incidental consequential and irrespective of whether any claim is based on loss of revenue, interruption of business or any loss of any character or nature whatsoever and Whether sustained by the Customer or by any other person. Illegal or improper use of the Facility shall render the Customer liable for payment of financial charges as decided by ICICI Bank or will result in suspension of the Facility to the Customer. ICICI Bank is in no way liable for any error or omission in the services provided by any cellular or any third party services provider (whether appointed by ICICI Bank in that behalf or otherwise) to the Customer, Which may effect the Facility.

ICICI Bank does not warrant the confidentiality or security of the messages whether personal or otherwise transmitted through the facility. ICICI Bank makes no warranty or representation of any kind in relation to the system and the network or their function or performance or for any loss or damage whenever and however suffered or incurred by the Customer or by any person resulting from or in connection with the Facility Without limitation to the other provision of this terms and condition, ICICI Bank, its employees, agent or contractors, shall not be liable for and in respect of any loss or damage whether direct, indirect or consequential, including but not limited to loss of revenue, profit, business, contracts, anticipated savings or goodwill, loss of use or value of any equipment including software, whether foreseeable or not, suffered by the Customer or any person howsoever arising of ICICI Bank in receiving and processing the request and in formulating and returning responses or any failure, delay, interruption, suspension, restriction, or error in transmission of any information or message to and from the telecommunication equipment of the customer and the network of any cellular service provider and ICICI Banks system or any breakdown, interruption, suspension or failure of the telecommunication equipment of the Customer, ICICI Banks system or the network of any cellular services as is necessary to provided in this terms and conditions, for any dispute between the customer and a cellular services provider or third party services provider(whether appointed by ICICI Bank in that behalf or otherwise).

The Customer agrees that ICICI Bank and / or its Affiliates may hold and process his personal information concerning his Accounts on computer or otherwise in connection with the Facility as well as for analysis, credit scoring and marketing. The Customer also agrees ICICI Bank may disclose, in strict confidence, to other institution, such information as may be reasonably necessary for reasons inclusive of but not limited to the

37 participation in any telecommunication or electronic clearing network, in compliance with legal directive, for credit rating by recognized credit rating by recognized credit scoring agencies, and for directive, for credit rating by recognized credit scoring agencies, and for fraud prevention.

The Customer shall not interfere with or misuse in any manner whatsoever the facility and in the event of any damages to ICICI Bank for the use of the Facility.

ICICI BANK will not be liable for: (a) Any unauthorized use of the Customers TPIN, icicibank.com password or mobile phone or for fraudulent, duplicate or erroneous instruction given by use of the Customers TPIN,icicibank.com password or mobile phone number; (b) Acting in good faith on any instructions received by ICICI BANK; (c) Error,default,delay or inability of ICICI BANK to act on all or any of the instructions (d) Loss of any information/instructions in transmission; (e) Unauthorized access by any other person to any information / instructions given by the Customer or breach of confidentiality; (f) ICICI BANK will not be concerned with any dispute between the customer and any cellular services provided and / or any third party providing by ICICI BANK. ICICI BANK makes no representative or gives no warranty with respect to the quality of the service provided by any cellular service provider. ICICI BANK shall not be liable for the oversight on part of the Customer to update himself with the addition of services which have been included in the facility and specific services for each product as may be provided on the website of ICICI BANK and as will be available with the authorized call centers of ICICI BANK.

INDEMNITY

In consideration of ICICI BANK providing the Facility, the customer agree to indemnify and keep safe, harmless and indemnified ICICI BANK from and against all action, claims, demands, proceedings, loss, damages, costs, charges and expenses whatsoever ICICI BANK may incur, sustain, suffer or be put to at any time as a consequence of acting on or omitting or refusing to act on any instruction given by use of the facility.

38 The Customer hold ICICI BANK/ its Affiliates harmless against any loss incurred by the Customer due to failure to provide the services offered under the Facility or any delay in providing the services due to any failure or discrepancy in the network of the cellular service provider.

The Customer agrees to indemnify and hold ICICI BANK harmless for any losses occurring as a result of the: i. ii. The customer permitting any third parties to use the Facility. The Customer permitting any other person to have access to his mobile phone or a consequence of leaving the mobile phone unattended or loss of mobile phone.

FEES

ICICI BANK shall have the discretion to charge such fees as it may deem fit from time to time and may at its sole discretion, revise the fees for use of any or all of the Facility, by notice to the customers. The Customer may at any time discontinue or unsubscribe to the said facility. The Customer shall be liable for payment of such airtime or other charges which may be levied by any cellular service provider in connection with availing of the Facility and ICICI BANK is in no way concerned with the same. The charges payable by the Customer is exclusive of the amount payable to any cellular service provider and would be debited from the account of the Customer on a monthly basis. The Customer shall be required to refer to the schedule of fees put up on the Website from time to time.

MODIFICATION

ICICI BANK has the absolute discretion to amend or supplement any of the terms and conditions at any time and will endeavor to give prior notice of fifteen days by email or by displaying on the Website depending upon the discretion of ICICI BANK, whichever feasible, and such amended terms and condition will thereupon apply to and be binding on the Customer.

39

TERMINATION

The Customer may request for termination of the Facility any time by giving a written notice of at least 15 days to ICICI BANK. He Customer will remain responsible for any transaction made through his mobile phone number through the facility prior to the of such cancellation of facility ICICI BANK may, at its discretion, withdraw temporarily or terminate the facility, either wholly or in part, at any time without giving prior notice to the Customer. ICICI BANK may, without prior notice, suspend the facility at any time during which any maintenance work or repair is required to be carried out or in case of any emergency or for Security reasons, which require the suspension of the Facility.ICICI BANK, shall endeavor to give a reasonable notice for withdrawal or termination of the Facility. The closure of all Account of the Customer will automatically terminate the facility.ICICI BANK may suspend or terminate facility without prior notice if the Customer has breached these terms and conditions or ICICI BANK learns of the death, bankruptcy or lack of legal capacity of the customer.

NOTICES

ICICI BANK and the customer may give notice under these terms and condition electronically to the mailbox of the Customer (which will be regarded as being in writing) or in writing by delivering them by hand or sending them by post to the last address given by the Customer and in to ICICI BANK at its office at 3rd floor, south tower, ICICI BANK towers, bandra kurla complex, Mumbai 400 051. In addition, ICICI bank shall also provide notice of general nature regarding the facility and terms and conditions, which are application to all customers of the Facility, on its website and/ or also by means the customized messages sent to the Customer over his mobile phone as short messaging service (SMS).such notice will be deemed to have been served individually to each Customer.

GOVERNING LAW

40 Any dispute or differences arising out of or in connection with the facility shall be subject to the exclusive jurisdiction of the courts of Mumbai.

ICICI BANK accepts no liability whatsoever, direct or indirect for non compliance with the laws of any country other than that of India. The mere fact that the Facility can be accessed by a Customer in a country other than India does not imply that the laws of the said country govern these terms and condition and / or the operation in the accounts of the Customer and / or the use of the facility.

MOBILE BANKING FACILITY

Applicability:

All the terms and conditions as applicable to ICICI BANK Mobile Banking Facility shall be Applicable, unless excluded specifically or by necessary implacable.

Definition:

In these terms and Conditions, the following terms shall have the following meanings: Alert(s): means the customized messages sent to the Customer over his mobile phone as short messaging services (SMS) in response to the triggers sent by the Customer. Alert/push Facility: shall mean the service provide by ICICI BANK wherein a customer can obtain specific information pertaining to his Account on his Mobile phone number. Request/Pull Facility: shall mean facility through which Customers will be able to make request about their Accounts by sending key words through SMS to mobile phone number provided by ICICI bank for the purpose.

41 Triggers: means the customized trigger that are required to be set by the Customer with ICICI bank which shall enable icici Bank to send the Alerts relating to Account.

APPLICABILITY

All primary savings account holders demat account holder and primary credit card holders can avail of this service. The last updated mobile number in the records of ICICI bank would be used to send the alerts. Currently, alert facility is not offered for two mobile numbers of the same account. Such alerts will be available to the customer only if the customer is within the cellular service range of the particular cellular service provider or within such area which forms part of the roaming network of such cellular service provider providing services to the customer availing such roaming facility from respective cellular service provider.

PROCESS

To receive alerts, the customer may select and set or any of the triggers through ICICI phone banking services or by logging into the internet banking account or by submitting an application in the prescribed format as application or by any other mode as notified by ICICI Bank from time to time. The customer shall be required to acquaint himself with the detailed process for using mobile alerts and ICICI Bank shall not be responsible for any error made by the customer while setting the triggers.

In setting of the trigger by the customer, the terms and condition as applicable to ICICI Bank phone banking, ICICI Bank shall not be responsible for any error made by the customer while setting the triggers.

The customer acknowledge that alert facility will be implemented in a phased manner and ICICI Bank may at a later stage, at its discretion, send alerts over email, expand the available trigger or alerts to meet customer requirements, or may discontinue all or any the facility/feature. ICICI Bank may, from time to time, change the features of any trigger or alert. The customer shall be required to keep himself informed of the available trigger or

42 alerts, which will be made available on the website. The customer may, from time to time, modify the triggers selected by him, without the necessity of a fresh registration.

Any customer availing the facility will be provided with alert facility and/or request facility as may be decided by ICICI Bank from time to time.

Keywords for various information requests shall be as may be provided for, from time to time, including on the application forms, or available at ICICI Phone banking centers and/or on the website.

SETTING TRIGGERS AND RECEIVING ALERTS

ICICI Bank will not acknowledge receipt of any instruction or triggers nor shall ICICI bank be responsible to verify any instruction or trigger or the customers TPIN or password or mobile phone number. ICICI Bank wills Andover to give effect to instruction and trigger on a best basis and as soon as practically possible for ICICI bank.

ICICI Bank may, in its discretion, not give effect to any trigger if ICICI bank has reason to believe (which decision of ICICI bank shall be binding on the customer) that the trigger are not genuine or otherwise improper or unclear or raise a doubt or in case any trigger cannot be put into effect for any reasons whatsoever.

The customer is responsible for intimating to ICICI bank any change in his mobile phone number or email address details and ICICI Bank will not be liable for sending alerts or other information over the customers mobile phone number/email address/fax number recorded with ICICI bank.

The customer acknowledges that to receive alerts, his mobile phone number must be active and accessible. The customer acknowledges that if the customers mobile phone number remains inaccessible for a continuous period (such period dependent upon service providers) from the time an alert message is sent by ICICI Bank, that particular message may not be received by the customer.

43 Trigger will be processed by ICICI Bank after receipt and ICICI Bank shall have discretion to determine the time taken to process such request. The customer acknowledges that there shall be the triggers and the time that the alerts are sent.

The customer acknowledges that the facilities provided is dependent on the infrastructure, connectivity and services provided by services providers engaged by ICICI Bank. The customer accepts that timelines, accuracy and readability of alerts sent by ICICI Bank. ICICI Bank shall not be liable for transmission of alerts to the customer.

ICICI Bank shall endeavor to provide the facility on a best effort basis and the customer shall not hold ICICI Bank liable for non-availability of the facility or nonperformance by services providers, if any, engaged by ICICI Bank or any loss or damage caused to the customer as a result of use of the facility (including relying on the alerts for the customers commercial, investment or business purposes) for causes which are not attributable to ICICI Bank. ICICI Bank shall not be liable in any manner to the customer in connection with the use of the facility. The customer accepts that each alert may contain certain account information relating to the customer. The customer authorized ICICI bank to send account related information, though not specifically, if ICICI Bank deems that the same is relevant. ICICI Bank shall not be held responsible for the confidentiality, secrecy and security of the personal or account information being sent through the facility.

FEES

ICICI Bank reserves the right to the alert facility and revises such charges and such updates in charges shall be intimated to the customer through alerts/display on the website depending upon the discretion of ICICI Bank.

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12. RELIANCE INFOCOM, INDIA

When reliance infocomm, India rolled out its CDMA network (at the time the mobile market in India was still in its infancy, and data services were almost never heard off) it made sure that all handsets supported java. The reliance application platform, also known as R- world brought java compatibility even to the lower end phones.

Reliance used a novel way to overcome the memory limitation of lower end mobile phones, which hampered deploying of multiple standalone. J2ME based clients. Instead of storing application statically on their cell phones, users access a single menu based application called R- world, which connects them menu based user interface, mobile users select the application which they want to run and download them over the air to their cell phone. These applications are then executed locally on the mobile.

From mid 2004 reliance tied up with two of the popular private sector banks HDFC and ICICI to provide a host of their enquiry and transaction based mobile banking services through its R-world environment.

CONCLUSION

45 By completing this project, I came into conclusion that mobile banking is the product. Mobile banking refers to the facility allowed by certain banks in India. Where by the mobile phone holder can take certain banking transaction through mobile phone. By coming of mobile banking it is easy for customer to find out the information from the account in the bank. I hope anybody who will go through this project would be convinced and satisfied with the work.

The area of my project is limited to i.e. ICICI BANK (borivali branch). The study is on mobile banking which is recently new service offered by bank to the customer.