SYNOPSIS FOR RESEARCH PROJECT REPORT

(BBA-605)

On

A COMPARATIVE STUDY ON CUSTOMER

SATISFATION TOWARDS ONLINE BANKING
SERVICES WITH REFERENCE TO ICICI AND HDFC
BANK IN LUCKNOW

Towards partial fulfillment of

Bachelor of Business Administration (BBA)
(BBD University, Lucknow)

Submitted to: Submitted by:

Mr. Shubham Pratap Singh Sooraj Shukla

Roll No. 1140671201

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

A COMPARATIVE STUDY ON CUSTOMER SATISFATION TOWARDS

ONLINE BANKING SERVICES WITH REFERENCE TO ICICI AND
HDFC BANK IN LUCKNOW

2. INTRODUCTION & REVIEW OF LITERATURE:

The main purpose that banks have been serving since their inception is keeping our money safe

for us. While keeping our money safe, they also let us earn a certain amount of interest on the

money deposited with them. Traditional banks have been doing this, and internet banks continue

the same function. The only difference is in the way the transactions are made.

We all know about internet banking and most of us use it quite often as well, but few of us

actually understand about the history of internet banking and how it all came out. Knowing the

history of internet banking can be incredibly useful, especially since it will allow us to have more

respect for the little things that we take for granted.

The underlying aim of the live project is to do a comparative study of the satisfaction of

customer about the Online Banking services provided by HDFC and ICICI Bank. The primary

bank data for the studies were obtained from the questionnaire and field study and the secondary

data were collected from banks websites and articles published in news papers. Online Banking

is defined as the automated delivery of new and traditional banking products and services

directly to customers through electronic, interactive communication channels.

This project gave me a great learning experience and at the same time it gave enough scope to

implement my analytical ability. This report will help to know about the customer satisfaction
and Online Banking services and its various aspects. This project also helps to customer

satisfaction about the Online Banking services provided by HDFC and ICICI.

HDFC Bank (NYSE: HDB), one amongst the firsts of the new generation, tech-savvy

commercial banks of India, was incorporated in August 1994, after the Reserve Bank of India

allowed setting up of banks in the private sector. The Bank was promoted by the Housing

Development Finance corporation Limited, a premier housing finance company (set up in

1977) of India.

ICICI Bank is India's second-largest bank with total assets of Rs. 3,562.28 billion (US$

7 billion) at December 31, 2009 and profit after tax Rs. 30.19 billion (US$ 648.8

million) for the nine months ended December 31, 2009. The Bank has a network of

1,723 branches and about 4,883 ATMs in India and presence in 18 countries.
LIETARURE REVIEW

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

The scope of this project is to develop a secured online banking system with the following

points:

Create a banking system that is easily accessible by customers from the comfort of their

homes, offices etc.

Reduce the flow of human traffic and long queues at banks

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

Promote efficient and effective banking for the banks by focusing on those services that

still require physical presence at the banking hall.

4. PROBLEMS DEFINITION:

With the problems and limitations associated with manual banking procedures as witnessed in

most parastatals today, complied with the problems associated with the existing application

programs even much more in the presence of serious technological advances aimed at improving

information system. This is activities aimed at shedding light upon the need for improvement in

accounting activities and the means of achieving its efficiency, effectiveness, reliability and

success promising future through computer intervention.

Internet banking identifies a particular set of technological solutions for the development and the

distribution of financial services, which rely upon the open architecture of the Internet. With the

implementation of an Internet banking system, the banks maintain a direct relationship with the

end users via the web and are able to provide a personal characterization to the interface, by

offering additional customised services.

 Contact for more
ShriKrishna
Computer Care & Cyber Zone
Chinhat Lucknow
Mo no- 9554444951
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