KIOSK BANKING
UNIVERSITY OF MUMBAI
SUBMITTED BY
PROJECT GUIDE
PROF. DR. VAIDEHI KAMATH
YEAR OF SUBMITTION
2018-2019
1
KIOSK BANKING
CERTIFICATE
I, Prof .Dr. Vaidehi Kamath, hereby certify that Ms. Geeta Ganesh Dornal from
TYBBI of Lala Lajpatrai College Of Commerce And Economics has successfully
completed this Research
Date of Submission:
2
KIOSK BANKING
DECLARATION
Date:
Student’s Signature
3
KIOSK BANKING
EXECUTIVE SUMMARY
4
KIOSK BANKING
INDEX
Chapter Title Page no.
no.
1 INTRODUCTION TO KIOSK BANKING 7
a) Methods and Data Collection 7
b) What is kiosk? 9
Future kiosk 26
5
KIOSK BANKING
Laser touch 34
7 CASE STUDY 44
8 CONCIUSION 49
BIBLIOGRAPHY 50
6
KIOSK BANKING
CHAPTER 1
The Reserve Bank of India (RBI) defines financial inclusion as the process of
ensuring access to financial services and timely and adequate credit where
needed by vulnerable groups such as weaker sections and low income groups at
an affordable cost. In the essence of financial inclusion. KIOSK banking is an
important concept and basically developed for rural areas of country where less
number of banks are and people can't reach to the bank to use their services.
It is conceived that the kiosks will functions with the support of leading banks
in the private, public and cooperative sectors and using the shops as a touch-
point for basic banking services such as cash deposits, withdrawals and
branches, the kiosks will offer all the basic services of banking.
7
KIOSK BANKING
Disadvantages:
1. Regular maintenance at intervals.
2. Initial hardware cost
3. High installation & authorization cost.
4. Development of custom software.
8
KIOSK BANKING
A kiosk is a booth with an open window on one side. Some vendors operate
from kiosks, selling small, inexpensive consumables such as newspapers,
magazines, lighters, street maps, cigarettes, and confections.
A kiosk requires a simple user interface that can be used without training or
documentation, and the hardware must be capable of operating unattended
for long periods of time. Sources estimate that kiosks can help achieve
almost 90% transaction automation in retail banking. Kiosks can perform all
non-cash transactions like balance enquiry, internet banking, printing of
bank statements, demand drafts, fund transfers, utility bill payments, cheque
truncation and information display.
The company has developed educational content online for children in local
languages, which is available for a subscription of Rs 50 to Rs 100 a month.
9
KIOSK BANKING
A printer and software for desktop publishing ensures that you can publish
marriage or invitation cards or even a CV for a nominal Rs 10 to Rs 12 a
piece.
And as PCs our loaded with Windows Media Player - many local kiosks
owners have converted themselves into mini movie halls - offering movie
shows at nominal Rs 2-3 a show.
Corporate / HR Museums
Banking Town Halls
Hospital Cities and communities
Entertainment Research facilities
Industrial Insurances
Education Public authorities
Telecom Commerce
E government Airports
Medicals Fueling stations
Retails Media
Hotels Fairs
Shopping malls Estates
10
KIOSK BANKING
ATM:-
ATM's are unmanned banking terminals where customers can access their
bank accounts. The ATM/ debit cards are used at ATM's. Customers need to
slip in their card & enter their unique PIN number; post which they get
access to their account. They can then withdraw or deposit money, make bill
payments, etc on their account. After finishing the transaction, a transaction
slip is generated confirming the transaction done.
ATM banking has reduced the need to carry regular cash as well as for
emergency. It is an extremely safe mode of remote banking as long as the
PIN is unique & protected.
11
KIOSK BANKING
KIOSKS:-
This is the latest development on the remote baking front, also known as
'Touch-screen' banking. A kiosk is a self- service banking terminal that can
be operated with both credit & debit cards. The Debit/credit card can be
swiped at against the card reader at the kiosk and account accessed post
entering the ATM PIN. Currently, very few banks like Citibank offer this
facility to their customers at select ATM centers across the country.
12
KIOSK BANKING
CHAPTER 2
FUNCTIONS & FEATURES OF KIOSK
1. CHEQUE DEPOSIT
2.PERSONAL INQUIRIES
The bank allows you to check your account balance, print a mini statement
and make cheque book requests.
3.INTERNET BANKING
Connect to the internet and carry out transactions through E-banking, with
the help of bank. View details of your account and make transactions online.
13
KIOSK BANKING
any of your service related queries. Video hosts, financial calculators and
loyalty programs can also lead to improved customer utilization of your
services.
5. MARKETING TOOL
Bank can serve as your outdoor tool to gather first hand consumer info
through contests and surveys. The presence of such a kiosk at high traffic
areas increase visibility of your brand and services, leading to increased
exposure for your offerings.
6. MIS REPORTING
The data that is generated from the kiosk transaction are further used for
MIS reports and database creation. This leads to minimizing back-end
operations of the bank.
7. OPTIONAL FEATURES
A number of optional features can be enabled for the banks. These options
include bill payment. Advertisement streaming, customized branding of the
interface and vending of prepaid soft pins.
14
KIOSK BANKING
15
KIOSK BANKING
CHAPTER 3
KIOSK AS A CRM TOOL AND BRAND PROMOTION
Though kiosks in the financial sector are largely used to cater to information
pertaining to customers, players have also paid special consideration to the
design and multimedia tools deployed in the kiosk. For instance, the Birla
Global Finance kiosk (designed to correspond with the corporate’s colours
and logo) serves as a means of brand communication.
As kiosks can be customized, a corporate can mould the kiosk in the shape
of its brand. One more reason why kiosks can be an effective marketing tool
for corporates. Besides banking and finance companies, with an increasing
emphasis on providing top-class service to customers, even FMCG players
are leaving no stone unturned. For instance, Hindustan Lever is currently
16
KIOSK BANKING
17
KIOSK BANKING
1. ICICI BANK
Each centre will house five to ten maintenance-free thin client terminals and
will be connected to the Internet by either land lines or satellite links. The
consortium plans to introduce Web centers to other rural areas across the
country following the pilot project in Karnataka.
18
KIOSK BANKING
ICICI Bank plans to cover over up to 200 districts in 2007. The bank has
decided to set up at least one touchpoint within every 3-5 kilometers of rural
and semi-urban areas. The touchpoint could be in the form of branches at the
district level, franchisees at the block level and kiosks at the village level.
The bank is planning to start at least 50 branches and have at least 8-10
franchisees for every branch and an equal number of kiosks against one
franchisee. Apart from the vanilla liability and asset- based products, ICICI
Bank is now focusing on product areas such as remittances, trade services
and having a transaction support team in place for its rural customers.
19
KIOSK BANKING
Currently, five to seven middle managers, under the aegis of ICICI Bank
Executive Director Nachiket Mor, who also heads ICICI Bank's social
initiative group, are administering the ICICI web kiosk initiative. Ultimately,
these individuals hope that the web kiosk initiative will become a separate
business unit.
More broadly, these individuals believe that kiosks are harbingers of social
change. Their proliferation is about empowering the 742.4 million Indian
villagers by providing them with access to information and markets, as well
as the opportunity to reduce their dependence on informal financial services
like local moneylenders. Freeing poor villagers in India from the shackles of
dependence on outdated information and costly intermediaries costly
middlemen is the first step in empowering them to ascend from below the
poverty line to a better life.
3.4.1. GROWTH
To increase the number of customers in rural areas, ICICI increased the
number of kiosks through which villagers can access its financial services.
Thus, in conjunction with n-Logue and Drishtee, ICICI was operating 500
kiosks by the end of 2005 and then 1500 by the end of 2006. It also plans to
begin doubling the number of kiosks every year for the next three to five
years, beginning in three to six months.
20
KIOSK BANKING
CHAPTER 4
STATE BANK OF INDIA
The loan for establishing such kiosk is emerging as a focus area at present.
Our Bureau Banks like HDFC bank have developed self-service kiosks in
their premises to inform customers of their offerings.
Banks like Citibank and IDBI Bank have already installed kiosks within
their ATM outlets.
21
KIOSK BANKING
where the ATMs are connected to the banks website and customers can avail
of information on interest rates and loan products.
The bank is also in talks with certain other banks and its technology partner
Euronet Worldwide for an ATM kiosk sharing deal, which is also expected
to be signed this year, the chief technology officer said.
This would help the bank, which has 260 ATMs with an average of 200
transactions per ATM everyday, to extend its presence in the country.
22
KIOSK BANKING
GROWTH OF KIOSK
7,000 such kiosks, consisting of one or two personal computers linked to the
internet by satellite, phone, or wireless link; already exist. With a weekly
growth rate in excess of 100 new kiosks, by 2007, there could be as many as
300,000.India’s robust fiber-optic network, sufficiently well- developed to
provide wireless coverage for up to 85% of the country, is facilitating this
rapid growth rate. Moreover, the increasing prevalence of such kiosks is
already helping to bridge the particularly wide digital divide in India.
Apart from government sectors, the maximum potential for the usage of
kiosks lie in sectors like banking. “The market till now was biased towards
23
KIOSK BANKING
kiosks purely used for information purposes but now transactional kiosks are
slowly catching up. The total Indian market size for kiosks is estimated at
$13-14 million (Rs 62-67 crore) in 2002.”
Sources estimate that the kiosks market holds good potential with the figure
being reckoned as Rs 300 crore.
Soon, they will have a kiosk which will allow them to withdraw the amount
under 10 minutes. Thanks to Nemmadi, a Karnataka government
e-governance initiative, this certainly would give peace of mind to villagers.
The number of kiosks would later be increased to 5,000, so that there is one
for every 10,000 to 20,000 people. By October 1, 25 pilot kiosks will be up
and running.
24
KIOSK BANKING
"The government will be the facilitator, while private players will bring in
infrastructure and investments," said Rajeev Chawla, secretary, e-
governance
From the above chart we can understand that only 7.6% of kiosks are
installed for the banks and financial services. So we can say that kiosk is
more used in other sectors like in Retail, Food services, Hospitality etc.
25
KIOSK BANKING
Though rapid growth in the kiosk market will primarily be driven by the
banking sector, other sectors like retail and tourism are likely to adopt a
more gradual approach. But in any case, the concept of kiosks is all set to go
the ATM way—explosive growth in numbers and usage.
There are many banks who are going to introduce kiosk in there banks
premises very soon, as kiosk is becoming day to day need and very soon
Punjab national bank, Abgudaya bank and many other banks are going to
start kiosk service.
7,000 such kiosks, consisting of one or two personal computers linked to the
internet by satellite, phone, or wireless link; already exist. With a weekly
growth rate in excess of 100 new kiosks, by 2007, there could be as many as
300,000.
In ruler area people will not face any problem in interacting with banks,
soon there will be kiosk machines of banks in each and every village and
they don’t have to travel long to get there pension or to with draw money
from banks or to pay there life insurance premium.
26
KIOSK BANKING
With over 1.2 million ATM's installed around the globe, the lowly non-
cash/ATM financial kiosk rests in shadows. Nevertheless, financial
institutions continue to look towards interactive kiosks to provide a growing
list of services, and why not? Many are finding the interactive kiosk to be a
powerful and low cost delivery tool in an increasingly competitive
landscape. Self-service kiosks provide the link between meeting with your
old banker friend, and an integrated retail delivery and customer relationship
management (CRM) strategy so important to the progressive financier.
The industry association Kiosks.org has estimated that financial related self-
service kiosks comprise at least 10% of the self-service market, and
expected growth figures for the next few years are close to 40%. With a buzz
of uncertainty surrounding the future of financial kiosks, we set out to look
for "what's to come" in the world of financial kiosks.
27
KIOSK BANKING
Touch screen kiosks are a common sight abroad. In fact, the absence of a
kiosk in important public places is an inconvenience of sorts out there. Retail
chains and banks widely use kiosks not only for customer convenience but
also to conduct important market surveys. The world’s leading financial
centres like Wall Street and London Stock Exchange also use touch screen
systems.
Kodak has placed more than 35,000 Picture Maker kiosks worldwide, with
over 22,000 in the United States and Canada and 6,000 in Europe, Africa
and the Middle East region.
World wide kiosk is growing very fast with in a few years kiosk has
captured a market as showed in a chart the growth rate is very high. Every
day some or other company is introducing the kiosk machine so it is
increasing day by day.
28
KIOSK BANKING
29
KIOSK BANKING
Healthnotes branded the new kiosk the EasyAnswers Touch screen and will
sell it to retailers bundled with its kiosk software products, Healthnotes
Healthy Living and Healthnotes Pharmacy.
30
KIOSK BANKING
CHAPTER 5
TYPES OF KIOSKS
With the RBI preparing to run the pilot project on cheque truncation in the
National Capital Region, banks are now gearing up to put up kiosks that can
conduct both front and rear scanning of cheques and also read the Magnetic
Ink Character Recognition (MICR) number. Cheque truncation doesn’t aim
at eliminating the physical cheque. Kiosks would only capture the image of
the dropped cheque and send it for clearing to the nodal office.
After verifying the position of funds in the account, the amount would be
credited to the depositor’s account. Such kiosks would cost banks around Rs
5-6 lakh each. This could speed up the procedure of clearing cheques.
Currently, customers enjoy the facility of dropping the physical cheques into
drop-boxes at ATMs, which are then picked up by the bank’s personnel and
deposited at branch.
31
KIOSK BANKING
Banks and service providers are in talks with the department of posts &
telegraph and courier companies like DHL and Fedex to install kiosks
enabled to perform postal transactions. Currently, a PSU bank and a couple
of private banks are invading this space to launch either co- branded
(between the bank and post office) or bank-branded kiosks at outlets like
post offices and courier centres. As against the normal cost of up to Rs 5
lakh, postal kiosks would cost banks a little above Rs 7 lakh. The bank is
keen to enter into the postal kiosk space primarily because post offices are
located in prime locations across the country, which would boost the bank’s
geographical presence.
“Primarily, such a kiosk would dispense stamp leaflets after weighing the
parcel and calculating the exact value of stamps that require to be attached
for mailing the specified parcel. It would then ask the customer for his
preferred mode of payment and he can then swipe his credit or debit card on
the attached EDC machine to render the charges,” said AGS Infotech’s
president and CEO, Sunil Udupa. Kiosks could also release stamps on
demand and provide franking facilities and will hit the market.
32
KIOSK BANKING
33
KIOSK BANKING
Kiosks let you transact with your customers wherever they are, anytime, at
their convenience.
Laser Touch Kiosk Banking software operates through a touch screen based
kiosk placed in the lobby of the bank, shopping malls and off-site market
locations. Kiosks will be connected to the Kiosk Server located at the Data
Center. Kiosk Server will be interfaced to the Banks Core System for
providing online real time services to its customers such as Balance Enquiry,
Statement Printing, Stop Payments, Standing Instructions etc. It is fully
customizable to integrate with any core automation software currently used
by the bank. It can also facilitate printing of statements, information and
tokens. It can be connected to the branch through leased telephone lines and
provide online information and services by accessing data from the branch's
computer systems.
34
KIOSK BANKING
Laser Touch reduces transaction time and provides privacy to the customer's
operations. Customers desiring to use the kiosk have to register with the
bank for a PIN (Personal Identification Number), which is a password for
accessing account information and bank's services thought he kiosk. Laser
Touch has all the security features required to prevent unauthorized access to
the system's resources. The software can provide valuable customer
preferences data to upgrade products and services in the future.
35
KIOSK BANKING
36
KIOSK BANKING
while they grow volumes. Therefore, kiosks are theoretically viable with
Rs.3200 per month in revenue. However, the cost of electricity, paper, inks,
printing, and potentially furniture, such as tables and chairs, can drive the
monthly costs as high as Rs. 4000 per month.
Costs
Kiosks loan repayment 2000 24000
Interest connection fee 1200 14400
Other expenses 300 to 800 3600 to 9800
37
KIOSK BANKING
CHAPTER 6
That is the buzz around many of the financial institutions in the country.
Not too many years ago, before the advent of the web and the numerous
other technologies that have spawned from it, touch screen kiosks were
typically confined to metropolitan areas. These wooden boxes of yesteryear
were cutting edge for their time and provided a service that many museums,
rest stops, and corporate receptions areas found useful. The problem was,
without an easy means of updating the content or monitoring the kiosks to
insure constant up-time and reliability that many people saw kiosks with
blank screens or outdated content that lacked the intuitive interactivities
offered in kiosks today.
That was then, this is now. Kiosks have taken on an incredibly different
purpose and have the technology to back it up. Not too different from the
fledgling days of ATMs, kiosks got off to a slow start. We all know the
amount of control ATMs have over our everyday life now, but did we know
it 20 years ago? Better yet, have we realized that kiosks are simply the next
step in the same premise that got ATMs started so many years ago.
The case for banking kiosks can be best summed up into one word…
MORE.
38
KIOSK BANKING
The pervasive myth was "build it and they will come", but after the dust
settled the larger picture was how to get customers to sign up for the wiz-
bang services that were now available. Kiosks are leveraging the bank's
investment in online services by utilizing the bank services available online.
Now instead of telling a customer it is out there and they must find it and use
it, banks are able to personally introduce their customers to their online
services. Bank tellers can now spend ten minutes demonstrating the kiosk to
a customer, and rest assured that the bank will never have to print out
another statement, again.
The trick is getting the customers signed up in the first place. One prime
example was Franklin National Bank in Tennessee. After the first four
months of their four kiosk pilot test, the number of eBanking customers
grew 72%. This is the type of thing that has created the buzz in the eBanking
39
KIOSK BANKING
world. Banks are now learning to enhance their overall Internet investment
with the single most important advertising medium.
Banking convenience, non-interest generated revenue, increased carrying
capacity, customer retention, and the list goes on and on. Whatever the
reason, banking kiosks are here to stay.
40
KIOSK BANKING
41
KIOSK BANKING
MAIN
BRANCH
42
KIOSK BANKING
43
KIOSK BANKING
CHAPTER 7
CASE STUDY:-
SWEET GAINS FOR SUGARCANE FARMERS:
44
KIOSK BANKING
The survey was done on 31st august 2007 on awareness of kiosk banking and it
was a customer survey, I had done Analysis on that survey, it is as follow:
There are 18% of people who are not at all aware of kiosk banking, they want to
know about kiosk banking and remaining 82% are aware of kiosk banking, so we
can say the kiosk banking is getting popular day by day.
45
KIOSK BANKING
There are 8% of the people who think that kiosk and ATM are same as they are not
aware that ATM provide cash transaction, mini statement, cash deposit but kiosk
provide non-cash transaction like transfer money to other account, cheque request,
statement etc. but 92% of people think that there is some difference between ATM
& kiosk.
As kiosk banking is not more famous in India people are not more aware of the
banks those who provide kiosk banking there are 12% who says the IDBI banks
provide kiosk service, 26% of people says that Citibank provides kiosk service,
and there are 34% of people who says that ICICI bank provide kiosk service, and
28% of people are aware that all this banks provide kiosk service.
46
KIOSK BANKING
There are 57% of the people who have not used kiosk machine and there are
43% of people who has used kiosk machine, those who have used kiosk
machine say that every bank should provide kiosk service because it is easy
to use and people can get more facilities.
47
KIOSK BANKING
Kiosk and ATM both are very use full to people, both are better as per the
requirement of the customer. ATM is use full for the person who do not
transact more with bank and who need cash money every time. And kiosk
machine are use full to the person who transact more with bank because it
does not provide cash transaction and does the payment with card are by
cheque. But people think that new technologies should be welcome for the
betterment of the banking sector. Kiosks are easy to use and they are faster
than ATM and provide many services.
People also say that kiosk machine should be installed at every railway
station so that the customer can get full benefit of service. In future kiosk
banking should gain more importance.
48
KIOSK BANKING
CHAPTER 8
CONCLUSION
Finally I would like to conclude that kiosk banking is a very new invention
in banking sector which use full every ware and in large volume like in
Corporate / HR, Banking, Hospitality, Entertainment, Education, Telecom, E
government, Medicals, Retail, Hotels, Shopping malls, Museums, Town
Halls, Cities and communities, Research facilities, Insurances, Public
authorities, Commerce, Airports, Fueling stations, Media. As it is new
technology in banking sector we should welcome it for betterment of
banking sector. In India kiosk banking is developing in rural areas where
people are very much satisfied with it. It is upcoming trend in India kiosk
banking well gain more importance in future.
49
KIOSK BANKING
BIBLIOGRAPHY
www.Netkey.com
www.qualitynet.net
www.touchscreen-kiosk.com
www.drishtee.com/nd/content/c2.asp
www.google.co
www.yahoo.com
www.rediff.com
www.intel.com
www.vikaspidia.in
www.bing.com
50