A

COMPREHENSIVE PROJECT REPORT

on

A Study on Customer Perceptions about e-banking services

by BOB & HDFC Bank in Ahmedabad
Submitted to
L.J. Institute of Management Studies
IN PARTIAL FULFILLMENT OF THE
REQUIREMENT OF THE AWARD FOR THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION
In

Gujarat Technological University

UNDER THE GUIDANCE OF
Prof. Siddharth Das
Submitted By:
Dabgar Dharmesh (137960592017)
Vegda Jayprakash (137960592034)
Batch: 2013-15

MBA semester IV
L. J. Institute of Management Studies
MBA PROGRAMME
Affiliated to Gujarat Technological University
April 2015

CERTIFICATE
Certified that this Comprehensive Project Titled A Study on Customer
Perceptions about e-banking services by BOB & HDFC Bank in Ahmedabad Is
the bonafide work of Dabgar Dharmesh (137960592017) and Vegda Jayprakash
(137960592034) who prepared project report under my supervision. I also certify
further, that to the best of my knowledge the project reported herein does not form
part of any other project report or dissertation on the basis of which a degree or
award was conferred on an earlier occasion on this or any other candidate.

Signature of the Faculty Guide

(Prof. Siddharth Das)

(Certificate is to be countersigned by the Director/HoD)

STUDENTS DECLARATION
We, Dabgar Dharmesh (137960592017) and Vegda Jayprakash
(137960592034) ,hereby declare that the report for Comprehensive
Project entitled A Study on Customer Perceptions about e-banking
services by BOB & HDFC Bank in Ahmedabadis a result of our own
work and our indebtedness to other work publications, references, if any,
have been duly acknowledged.

Place: Ahmedabad

Dabgar Dharmesh

Date:

Vegda Jayprakash

PREFACE

The grand project helps me to understand practical aspects

of business management in a better way, as part of M.B.A program at
L.J. Institute of Management Studies.
Research regarding customers perception about e-banking
services. We are selected two banks Bank of Baroda and HDFC Bank.
Research is based on statistical method. It is the systematic and
objective identification, collection, analysis, dissemination, and use of
information for the purpose of customers satisfaction level with the
HDFC Bank or Bank of Baroda.
To be a student of MBA is a matter of pride because we are
in a field, which helps us to develop from a normal human being into a
disciplined, and dedicated professional. One has to be a good learner to
sharpen knowledge in the particular field to achieve and attain the
desired goals and heights. We conducted this survey to know what
customers expect and perceive with the E- banking services.

ACKNOWLEDGEMENT
To acknowledge is very great way to show your gratitude towards the
persons who have contributed in your success in one or other way.
Any accomplishment requires the efforts of many people and this holds
true for this project also. It is a matter of great pleasure to prepare the
project report on A Study on Customer Perceptions about ebanking services by BOB & HDFC Bank in Ahmedabad as a part of
the two year management program. It helps students in understanding
the part of actual corporate world. The main objective of such training is
to know and understand about practical application of management
principle.
We would like to express our sense of gratitude towards Our
Dr.Siddharth Singh Bist, Dean LJMBA providing us invaluable
guidance during our project work by providing us with competent internal
guide.
We would like to thank Prof. Siddharth DAS who guided us for our
project work.

-Dabgar Dharmesh
-Vegda Jayprakash

INDEX

Sr.
No.

Particular

Page
No.

1.

History of Banking

2.

Introduction of bank

3.

Introduction of the study

16

5.

4.1 Review of literature

17

4.2 Background of the study

18

4.3 Objectives

26

4.4 Hypothesis

27

Research methodology

28

5.1 Data source

28

5.2 Research design

28

5.3 Data collection method

29

5.4 Population size

29

6.

Data analysis & interpretation

30

7.

Finding of the report

46

8.

Limitation of the study

49

9.

Conclusion

50

10.

Recommendations

51

11.

Bibliography

52

12.

Annexure

53