A STUDY ON SERVICE QUALITY ASPECTS OF THE ONLINE BANKING WITH REFERENCE TO

SUBMITTED BY

ABHILASH KOLA (10RM902) ADITYA KUMAR (10RM903) RAJESH CHALAHANI (10RM932) SHRIKANT PANDEY(10RM9)
I YEAR PGDM RETAIL MANAGEMENT

BIRLA INSTITUTE OF MANAGEMENT TECHNOLOGY GREATER NOIDA

MARCH 2011

ACKNOWLEDGEMENT The purpose of this project was to study and understand the dynamics of a service industry with reference to a particular organization and analyze it position in market. I take this opportunity to acknowledge the efforts of many individuals who helped us make this project worthwhile. We are grateful to our Faculty Guide, Dr. Kartik Dave for his valuable insights during the making of the project. We are thankful to Dr. H. Chaturvedi, Director, Birla Institute of Management Technology, Greater Noida for giving us this opportunity. Last but not the least we would like to thank all the respondents who patiently extended their time to respond to the questionnaire which helped in the completion of this project.

Objectives The main objectives of the study are: y To understand the of Internet banking and importance, to bank as well as customers. y To get aware of various aspects of net banking y To build up SWOT analysis of Internet banking of SBI y To build up various solutions for drawbacks in net banking

Scope of study The study is made taking consideration of whole State Bank of India. With reference to experience availed at Amravati camp branch.

Need of the Study This study is needed to find out the service of Internet Banking of SBI and its importance to customer as well as to bank.

Data Collection The data is to be collected from Branch Manager of SBI, Mr.Rakesh Y(hyderabad,Karmanghat branch) and by the official website of State Bank Of India and Reserve Bank of India. The project is divided into various chapters dealing with various issues in the project. There are in total seven chapters.

INDEX
Chapter I Chapter II Chapter III Chapter IV Chapter V Chapter VI contain Introduction to Project, contain Company Profile contain History of Internet Banking contains working of internet banking in SBI SWOT analysis contain the Recommendations and Suggestions

Chapter VII will be Conclusion

Future scope The study of this topic will help to get the knowledge about process of internet banking and usefulness to banking industry. As the study contains the 360 degree information regarding SBI and its internet banking, Hence the study will lead to new ways to tackle the problems and the SWOT of SBI in respect of internet banking. This was all about how the project will go ahead and the findings from it. The next chapter deals with the Company Profiles

Chapter 2 INTERNET BANKING The chapter describes in brief about INTERNET BANKING. Internet:INTRODUCTION: There is a sea change in the media world. While most consumers see the news papers, the same magazines and listen to the same radio programs, behind this bland public exterior there is a seething world of innovation, acquisition, global partnership and divorces, births and deaths all of it most readily interpreted as the inevitable result of the technological revolution that is in the process of merging telephones, computers, televisions in to a single all singing, all dancing magic kit that will, very possible, change all of our lives more than we can imagine some day There are 2 ways you can respond to this 1 is to panic, which may mean simply curling up in a corner and wishing that it would all go away. The other is to embrace the new religion with messianic fervor and go out to proclaim the millennium. I

welcome you to the new emerging world of the Info-High-Way, destined to redefine the world of communications:

HISTORY: It is said that necessity is the mother of invention. And true, it is seeds of Internet were sown in the ashes of the world war Having bombed the cities of Hiroshima and Nagasaki, US military was forced to provide the answer to the question What if someone bombed the USA? So for many years after the war, most of the US military research concentrated on ways and means to survive the nuclear holocaust. And one of the most important strategic problems was- How would us authorities communicate with each other in the aftermath of a nuclear attack? computers were already there. But, communication networks were connected to each in a private fashion- in sort of chains: somewhat like an electricity line to your home. This means that if even one chain in the middle were blown up, the whole network would collapse. Then in the 1960s the problem was taken by Americas foremost military think tank, the Rand Corporation. After a lot of ideas were put up and knocked down, Paul baron- a rand thinker hit upon an idea. What if the network was not built

like a chain but like a fish net? he said. If one strand on the fish net broke the net would still be functional. After spending many agonizing hours over it, he came up with 11-volume report for the pentagon. But, as fate would have it was rejected. By then, young engineers were impressed by the idea and worked on it. Well before the end of the decade, the first net was created and called ARPANET, connecting four American research

organizations- university of Utah, university of California in Los Angeles and Santa Barbara, and Stanford research institute. Internet as a communication medium and as a repository of information has caught the imagination of computer users. This has fuelled an unparalleled growth in the number of Internet users.

VARIOUS PARTS OF INTERNET: -

The Internet is made up of terminal computers through which subscribers access the net; gateways servers which connect the users to the rest of the network (of computers); servers which host information in them; and, the communication network over which data actually flows. Internet offers its users a variety of services. The subscribers may have access to all or any of the following services

depending upon the type of connection that one has subscribed for: 1) E-Mail 2) World Wide Web (WWW) 3) File Transfer Protocol (FTP) 4) Telnet

The net banking, thus, now is more of a norm rather than an exception in many developed countries due to the fact that it is the cheapest way of providing banking services. Internet banking refers to the use of the Internet as a remote delivery channel for banking services. Such services include traditional ones, such as opening a deposit account or transferring funds among different accounts, and new banking services, such as electronic bill presentment and payment (allowing customers to receive and pay bills on a banks Web site). Banks offer Internet banking in two main ways. An existing bank with physical offices can establish a Web site and offer Internet banking to its customers as an addition to its traditional delivery channels. A second alternative is to establish a virtual, branchless, or Internet-only bank. The computer server that lies at the heart of a virtual bank may be housed in an office that serves as the legal address of such a bank, or at some
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other location. Virtual banks may offer their customers the ability to make deposits and withdraw funds via ATMs or other remote delivery channels owned by other institutions. The impact of E-transaction and authentication issues in banking It's hardly great news that there has been tremendous growth in the use of the Internet and other electronic facilities to process financial transactions. According to the Federal

Deposit Insurance Corp., transactional Web sites have more than doubled each year for the past six years, growing from one in 1995 to nearly 2,500 in 2000. This growth is a reflection of the fact that over the past few years, financial leaders have been considering various ways in which to allow their customers to transact business using the Internet. This objective is now reaching beyond the financial services industry into non-electronic business segments, such as the building supply industry. Furthermore, this growth is likely to continue to climb as the number of Internet users, Internet connection speed, and the number of transactional Web sites continues to increase. The number of adults using PC banking is also growing. With this growth, there is an increased awareness of the benefits of using online transaction processing, thereby

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fueling the thought that all business should be electronically facilitated. Gartner predicts that worldwide business-to-business (B2B) ecommerce will total $3.6 trillion by 2003 and $8.5 trillion in 2005. Online financial activity had a slower start, but has had steady growth, from 6 million users in 1998 to 27.5 million users in 2000. During 2000, only 30 percent of the Internetcapable households were using some form of Internet banking, indicating that there is tremendous room for increased use. The e-Commerce Value Chain Consider that the consumer and the merchant are on either ends of the electronic commerce value chain, with the authentication network and transaction processor (bank) in the middle. Banks have traditionally been the trusted agents, have the largest customer base, and have received the initial benefits from electronic commerce. Value has begun a steady migration to the ends of the value chain. Customers can receive and pay bills from one point using products from multiple issuers. Merchants can influence and enhance the consumer experience by providing innovative and time-saving means of doing business. Merchants can add value to the payment process, for example, by offering discounted prices for electronic payment.

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Merchants can also reduce their costs by receiving electronic payments, which results in reducing and sometimes eliminating the need for data entry, as well as reducing the error rate and the time to investigate and correct the data. By increasing and effectively managing cash flow, merchants may also be able to reduce costs associated with lines of credit.

Digital Signatures On October 1, 2000, the Electronic Signatures in National and Global Commerce Act was signed. This act states that an agreement, contract, or transaction signed electronically is enforceable in a court of law. Accordingly, financial services institutions can now legally transact business using electronic signatures, allowing transactions such as mortgages, funds transfers, opening and closing of accounts, benefits enrollment, and beneficiary designations to occur in an electronic environment. The law defines an electronic signature as "an electronic sound, symbol, or process attached to or logically associated with a contract or other record and executed or adopted by a person with the intent to sign the record." Fortunately, the legislation does not attempt to define acceptable technologies except to indicate that the technologies must be mutually acceptable to the
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transacting parties. Since a valid signature can be as simple as a digital image of a signature (enabled through an electronic pen and pad) or as complex as today's public key infrastructure (PKI) and associated encryption methods, the technology decision maker must define relevant business objectives and understand the risks, such as cost and unauthorized use associated with alternative implementations. There are possible additional benefits to the implementing organization. These include reduced transaction timelines, reduction in paper processing costs, facilitation of customer migration to the Internet as a business channel, and increased online transaction security. When compared to physical signatures, e-signature technologies are, in general, a more secure authentication method. Many financial institutions are studying the possible implementation of a public key infrastructure (PKI) system that will allow them to exchange electronic information securely with unknown parties. PKI is the delivery channel for public key cryptography, a method that allows the parties to a transaction to keep a communication private through the use of a two-part key made up of public and private components. To encrypt messages, the published public keys of the recipients are used. To decrypt the
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messages, the recipients use their unpublished private keys, known only to them. Quite simply, if the signer's private key is not compromised, which can happen by releasing the password or allowing access to the device containing the private key, a document cannot be digitally signed

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What Is Internet Banking?

Internet Banking System is a system that has been developed in order to help clients with the daily day-to-day transactions. Internet banking systems means that clients can now do banking at the leisure of their homes. Also known as online banking, the system allows both transactional and non-transactional features. Online banking or internet banking allows customers to conduct financial transactions on a secure website operated by the retail or virtual bank

History The term online banking was first started in 80s. The term online became popular in the late '80s and referred to the use of a terminal, keyboard and TV (or monitor) to access the banking system using a phone line. Home banking can also refer to the use of a numeric keypad to send tones down a phone line with instructions to the bank. Online services started in New York in 1981 when four of the citys major banks (Citibank, Chase
Manhattan, Chemical and Manufacturers Hanover) offered home

banking services using the videotext system. Because of the commercial failure of videotex these banking services never
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became popular except in France where the use of videotex (Minitel) was subsidized by the telecom provider and the UK, where the Prestel system was used. The UKs first home online banking services was set up by the
Nottingham Building Society (NBS) in 1983 .The system used

was based on the UK's Prestel system and used a computer, such as the BBC Micro, or keyboard (Tandata Td1400) connected to the telephone system and television set. The system (known as 'Home link') allowed on-line viewing of statements, bank transfers and bill payments. In order to make bank transfers and bill payments, a written instruction giving details of the intended recipient had to be sent to the NBS who set the details up on the Home link system. Typical recipients were gas, electricity and telephone companies and accounts with other banks. Details of payments to be made were input into the NBS system by the account holder via Prestel. A cheque was then sent by NBS to the payee and an advice giving details of the payment was sent to the account holder. BACS was later used to transfer the payment directly. Stanford Federal Credit Union was the first financial institution to offer online internet banking services to all of its members in Oct, 1994. Later on it was adopted by worldwide banks

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Chapter 3 Company Profile

The chapter describes the Company profile of State Bank Of India which was taken for the study of project.

State bank of India:State bank of India is the nations largest and oldest bank. Tracing its roots back some 200 years to the British East India Company (and initially established as the Bank of Calcutta in 1806), the bank operates more than 15,000 branches within India, where it also owns majority stakes in six associate banks. State Bank of India (SBI) has more than 80 offices in nearly 35 other countries, including multiple locations in the US, Canada, and Nigeria. The bank has other units devoted to capital markets, fund management, factoring and commercial services, credit cards, and brokerage services. The Reserve Bank of India owns about 60% of State bank of India.

Some facts and figures

SBI Share in Deposits & Advances SBI Share in Deposits & Advances

SBI SBI 18% 18%

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SBI Share in Foreign Exchange SBI Share in Foreign Exchange

SBI SBI 35% 35%

(Receipts and payments on behalf of Government of India (Receipts and payments on behalf of Government of India and other provincial Governments ) and other provincial Governments )

SBI Share in Government Transactions SBI Share in Government Transactions

SBI SBI 60% 60%

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History of State bank of India:State Bank of India (SBI) is that country's largest commercial bank. The government-controlled bank--the Indian government maintains a stake of nearly 60 percent in SBI through the central Reserve Bank of India--also operates the world's largest branch network, with more than 13,500 branch offices throughout India, staffed by nearly 220,000 employees. SBI is also present worldwide, with seven international subsidiaries in the United States, Canada, Nepal, Bhutan, Nigeria, Mauritius, and the United Kingdom, and more than 50 branch offices in 30 countries. Long an arm of the Indian government's

infrastructure, agricultural, and industrial development policies, SBI has been forced to revamp its operations since competition was introduced into the country's commercial banking system. As part of that effort, SBI has been rolling out its own network of automated teller machines, as well as developing anytimeanywhere banking services through Internet and other technologies. SBI also has taken advantage of the deregulation of the Indian banking sector to enter the, assets management, and securities brokering sectors. In addition, SBI has been working on reigning in its branch network, reducing its payroll, and strengthening its loan portfolio. In 2003, SBI reported revenue of $10.36 billion and total assets of $104.81 billion.
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The establishment of the British colonial government in India brought with it calls for the formation of a Western-style banking system, if only to serve the needs and interests of the British imperial government and of the European trading houses doing business there. The creation of a national banking system began at the beginning of the 19th century. The first component of what was later to become the State Bank of India was created in 1806, in Calcutta. Called the Bank of Calcutta, it was also the country's first joint stock company. Originally established to serve the city's interests, the bank was granted a charter to serve all of Bengal in 1809, becoming the Bank of Bengal. The introduction of Western-style banking instituted deposit savings accounts and, in some cases, investment services. The Bank of Bengal also received the right to issue its own notes, which became legal currency within the Bengali region. This right enabled the bank to establish a solid financial foundation, building an interest-free capital base. The spread of colonial influence also extended the scope of government and commercial financial influence. Toward the middle of the century, the imperial government created two more regional banks. The Bank of Bombay was created in 1840, and was soon joined by the Bank of Madras in 1843. Together

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with the Bank of Bengal, they became known as the "presidency" banks. All three banks were operated as joint stock companies, with the imperial government holding a one-fifth share of each bank. The remaining shares were sold to private subscribers and, typically, were claimed by the Western European trading firms. These firms were represented on each bank's board of directors, which was presided over by a nominee from the government. While the banks performed typical banking functions, for the Western firms and population and members of Indian society, their main role was to act as a lever for raising loan capital, as well as help stabilize government securities. The charters backing the establishment of the presidency banks granted them the right to establish branch offices. Into the second half of the century, however, the banks remained singleoffice concerns. It was only after the passage of the Paper Currency Act in 1861 that the banks began their first expansion effort. That legislation had taken away the presidency banks' authority to issue currency, instead placing the issuing of paper currency under direct control of the British government in India, starting in 1862. Yet that same legislation included two key features that stimulated the growth of a national banking network. On the one
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hand, the presidency banks were given the responsibility for the new currency's management and circulation. On the other, the government agreed to transfer treasury capital backing the currency to the banks--and especially to their branch offices. This latter feature encouraged the three banks to begin building the country's first banking network. The three banks then launched an expansion effort, establishing a system of branch offices, agencies, and sub-agencies throughout the most populated regions of the Indian coast, and into the inland areas as well. By the end of the 1870s, the three presidency banks operated nearly 50 branches among them. The rapid growth of the presidency banks came to an abrupt halt in 1876, when a new piece of legislation, the Presidency Banks Act, placed all three banks under a common charter--and a common set of restrictions. As part of the legislation, the British imperial government gave up its ownership stakes in the banks, although they continued to provide a number of services to the government, and retained some of the government's treasury capital. The majority of that, however, was transferred to the three newly created Reserve Treasuries, located in Calcutta, Bombay, and Madras. The Reserve Treasuries continued to lend capital to the presidency banks, but on a more restrictive basis. The minimum balance now guaranteed under the Presidency
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Banks Act was applicable only to the banks' central offices. With branch offices no longer guaranteed a minimum balance backed by government funds, the banks ended development of their networks. Only the Bank of Madras continued to grow for some time, supplied as it was by the influx of capital from development of trade among the region's port cities. The loss of the government-backed balances was soon compensated by India's rapid economic development at the end of the 19th century. The building of a national railroad network launched the country into a new era, seeing the rise of cash-crop farming, a mining industry, and widespread industrial development. The three presidency banks took active roles in financing this development. The banks also extended their range of services and operations, although for the time being was excluded from the foreign exchange market. By the beginning of the 20th century, India's banking industry boasted a host of new arrivals, and particularly foreign banks authorized to exchange currency. The growth of the banking sector, and the development of indigenous banks, in turn created a need for a larger "bankers' bank." At the same time, the Indian government had outgrown its colonial background and now required a more centralized banking institution. These factors led to the decision to merge the three presidency banks into a
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new, single and centralized banking institution, the Imperial Bank of India. Created in 1921, the Imperial Bank of India appeared to inaugurate a new era in India's history--culminating in its declaration of independence from the British Empire. The Imperial Bank took on the role of central bank for the Indian government, while acting as a bankers' bank for the growing Indian banking sector. At the same time, the Imperial Bank, which, despite its role in the government financial structure remained independent of the government, carried on its own commercial banking operations. In 1926, a government commission recommended the creation of a true central bank. While some proposed converting the Imperial Bank into a central banking organization for the country, the commission rejected this idea and instead recommended that the Imperial Bank be transformed into a purely commercial banking institution. The government took up the commission's recommendations, drafting a new bill in 1927. Passage of the new legislation did not occur until 1935, however, with the creation of the Reserve Bank of India. That bank took over all central banking functions. The Imperial Bank then converted to full commercial status, which accordingly allowed it to enter a number of banking
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areas, such as currency exchange and trustee and estate management, from which it had previously been restricted. Despite the loss of its role as a government banking office, the Imperial Bank continued to provide banking services to the Reserve Bank, particularly in areas where the Reserve Bank had not yet established offices. At the same time, the Imperial Bank retained its position as a bankers' bank. By then, India had achieved its independence from Britain. In 1951, the new government launched its first Five Year Plan, targeting in particular the development of the country's rural areas. The lack of a banking infrastructure in these regions led the government to develop a state-owned banking entity to fill the gap. As part of that process, the Imperial Bank was nationalized and then integrated with other existing

government-owned banking components. The result was the creation of the State Bank of India, or SBI, in 1955. The new state-owned bank now controlled more than one-fourth of India's total banking industry. That position was expanded at the end of the decade, when new legislation was passed providing for the takeover by the State Bank of eight regionally based, government-controlled banks. As such the Banks of Bikaner, Jaipur, Indore, Mysore, Patiala, Hyderabad, Saurashtra, and Travancore became subsidiaries of the State Bank.
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Following the 1963 merger of the Bikaner and Jaipur banks, their seven remaining subsidiaries were converted into associate banks. In the early 1960s, the State Bank's network already contained nearly 500 branches and sub-offices, as well as the three original head offices inherited from the presidency bank era. Yet the State Bank now began an era of expansion, acting as a motor for India's industrial and agricultural development that was to transform it into one of the world's largest financial networks. Indeed, by the early 1990s, the State Bank counted nearly 15,000 branches and offices throughout India, giving it the world's single largest branch network. SBI played an extremely important role in developing India's rural regions, providing the financing needed to modernize the country's agricultural industry and develop new irrigation methods and cattle breeding techniques, and backing the creation of dairy farming, as well as pork and poultry industries. The bank also provided backing for the development of the country's infrastructure, particularly on a local level, where it provided credit coverage and development assistance to villages. The nationalization of the banking sector itself, an event that occurred in 1969 under the government led by Indira

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Gandhi, gave SBI new prominence as the country's leading bank. Even as it played a primary role in the Indian government's industrial and agricultural development policies, SBI continued to develop its commercial banking operations. In 1972, for example, the bank began offering merchant banking services. By the mid-1980s, the bank's merchant banking operations had grown sufficiently to support the creation of a dedicated subsidiary, SBI Capital Markets, in 1986. The following year, the company launched another subsidiary, SBI Home Finance, in collaboration with the Housing Development Finance Corporation. Then in the early 1990s, SBI added subsidiaries SBI Factors and Commercial Services, and then launched institutional investor services. SBI was allowed to dominate the Indian banking sector for more than two decades. In the early 1990s, the Indian government kicked off a series of reforms aimed at deregulating the banking and financial industries. SBI was now forced to brace itself for the arrival of a new wave of competitors eager to enter the fast-growing Indian economy's commercial banking sector. Yet years as a government-run institution had left SBI bloated--the civil-servant status of its employees had

encouraged its payroll to swell to more than 230,000. The

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bureaucratic nature of the bank's management left little room for personal initiative, nor incentive for controlling costs. In 1994, the bank hired consulting group McKinsey & Co. to help it restructure its operations. McKinsey then led SBI through a massive restructuring effort that lasted through much of the decade and into the beginning of the next, an effort that helped SBI develop a new corporate culture focused more on profitability than on social and political policy. SBI also stepped up its international trade operations, such as foreign exchange trading, as well as corporate finance, export credit, and international banking. SBI had long been present overseas, operating some 50 offices in 34 countries, including full-fledged subsidiaries in the United Kingdom, the United States, and elsewhere. In 1995 the bank set up a new subsidiary, SBI Commercial and International Bank Ltd., to back its corporate and international banking services. The bank also extended its international network into new markets such as Russia, China, and South Africa. Back home, in the meantime, SBI began addressing the technology gap that existed between it and its foreign-backed competitors. Into the 1990s, SBI had yet to establish an automated teller network; indeed, it had not even automated its information systems. SBI responded by launching an ambitious
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technology drive, rolling out its own ATM network, then teaming up with GE Capital to issue its own credit card. In the early 2000s, the bank began cross-linking its banking network with its ATM network and Internet and telephone access, rolling out "anytime, anywhere" banking access. By 2002, the bank had succeeded in networking its 3,000 most profitable branches. The implementation of new technology helped the bank achieve strong profit gains into the early years of the new century. SBI also adopted new human resources and retirement policies, helping trim its payroll by some 20,000, almost entirely through voluntary retirement in a country where joblessness remained a decided problem. By the beginning of 2004, SBI appeared to be well on its way to meeting the challenges offered by the deregulated Indian banking sector. In a twist, the bank had become an aggressor into new territories, launching its own line of banc assurance products, and also initiating securities brokering services. In the meantime, SBI continued its technology rollout, boosting the number of networked branches to more than 4,000 at the end of 2003. SBI promised to remain a central figure in the Indian banking sector as it entered its third century.

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Key Dates: 1806: The Bank of Calcutta is established as the first Westerntype bank. 1809: The bank receives a charter from the imperial government and changes its name to Bank of Bengal. 1840: A sister bank, Bank of Bombay, is formed. 1843: Another sister bank is formed: Bank of Madras, which, together with Bank of Bengal and Bank of Bombay become known as the presidency banks, which had the right to issue currency in their regions. 1861: The Presidency Banks Act takes away currency issuing privileges but offers incentives to begin rapid expansion, and the three banks open nearly 50 branches among them by the mid-1870s. 1876: The creation of Central Treasuries ends the expansion phase of the presidency banks. 1921: The presidency banks are merged to form a single entity, Imperial Bank of India. 1955: The nationalization of Imperial Bank of India results in the formation of the State Bank of India, which then becomes a primary factor behind the country's industrial, agricultural, and rural development.

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1969: The Indian government establishes a monopoly over the banking sector. 1972: SBI begins offering merchant banking services. 1986: SBI Capital Markets is created. 1995: SBI Commercial and International Bank Ltd. are launched as part of SBI's stepped-up international banking operations. 1998: SBI launches credit cards in partnership with GE Capital. 2002: SBI networks 3,000 branches in a massive technology implementation. 2004: A networking effort reaches 4,000 branches.

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Chapter IV Internet banking at State Bank of India The chapter describes the facts about working of internet banking in state bank of India.

Where SBI was?

y In early 1990s more than 7000 branches were using traditional manual procedures. y These manual procedures were inherited from the Imperial Bank. y Traditional procedures were evolved over decades y Very few changes were brought in those procedures as per the need of time. y In that time, mainframe or mini computers were used for MIS, RECONCILLATION & FUND SETTLEMENT PROCESS, or we can say that for backhand operations purpose.

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Changes brought in Information Technology by SBI:-

y In the next decade internet facility was provided for individuals y All SBI branches were connected and ATMS were launch y 2001 - KMPG appointed consultant for preparing IT Plan for the Bank. y Later on Core banking proposed by the IT consultancy company. y 2002 All branches computerized but on decentralized systems, there the initiative of core banking took place y 2008- more than 6500 branches (95% of business) on Core Banking Solution (CBS) y Internet Banking facility for Corporate customers were also launched in early 2008 y More Interfaces developed with e-Commerce & other sites through alternate channels like ATM & Online Banking y All Foreign Offices were brought on Centralized Solution y Large network is playing the role of backbone for connectivity across the country

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y Multiple Service Providers are providing the links BSNL, MTNL, Reliance, Tata & reliance which are making the system errorless and provide high speed. y Multiple Technologies to support the networking

infrastructure Leased lines, Dial-up, CDMA & VSAT

CBS - Core Banking System Components

Branches

CBS - Core Banking System Components Datacenter

Application Developers

Desktops, Branch Servers WAN, Internet

Core-Banking Application
OS, Database Internet-Banking ATM

Alternative Channels

Branch User/Adm ins

Network Administrators
ELITEX-2008

System Adm inistrators

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Chapter 5 Services provided by SBI internet banking Chapter deals with the information related to various services an products of SBI internet banking

Online SBI (www.onlinesbi.com) State Bank of India is Indias largest bank with a branch network of over 11000 branches and 6 associate banks located even in the remotest parts of India. State Bank of India (SBI) offers a wide range of banking products and services to corporate and retail customers.

OnlineSBI is the Internet banking portal for State Bank of India. The portal provides anywhere, anytime, online access to accounts for State Banks Retail and Corporate customers. The application is developed using the latest cutting edge technology and tools. The infrastructure supports unified, secure access to banking services for accounts in over 11,000 branches across India.

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RETAIL BANKING:The Retail banking application is an integration of several functional areas, and enables customers to:
  

Issue Demand Drafts online Transfer funds to own and third party accounts Credit beneficiary accounts using the VISA Money Transfer, RTGS/NEFT feature

     

Generate account statements Setup Standing Instructions Configure profile settings Use eTax for online tax payment Use ePay for automatic bill payments Interface with merchants for railway and airline

reservations


Avail DEMAT and IPO services

CORPORATE BANKING:The OnlineSBI corporate banking application provides features to administer and manage corporate accounts online. The corporate module provides roles such as Regulator, Admin,
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Uploader, Transaction Maker, Authorizer, and Auditor. These roles have access to the following functions:


Manage users, define rights and transaction rules on corporate accounts Access accounts in several branches with a single sign-on mechanism

Upload files to make bulk transactions to third parties, supplier, vendor and tax collection authorities.

Use online transactional features such as fund transfer to own accounts, third party payments, and draft issues

 

Make bill payments over the Internet. Authorize, modify, reschedule and cancel transactions, based on rights assigned to the user

 

Generate account statement Enquire on transaction details or current balance

Value added services:



Tax payments to central and state governments through site to site integration. Supply Chain Finance( e-VFS- Electronic Vendor Finance Scheme)
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Direct Debit Facility E Collection Facilities for: Core Banking Transactions Internet Bank transactions for incoming RTGS/NEFT Transactions

 

Internet banking transactions for SBI and associate banks Debit facility where suppliers can directly debit their

customers account through internet banking PRODUCTS AND SERVICES:y y y y y y y y y

E-Ticketing SBI E-Tax Bill Payment RTGS/NEFT E-Payment Fund Transfer Third Party Transfer Demand Draft Cheque Book Request Account Opening Request Account Statement Transaction Enquiry

y y y

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y y

Demat Account Statement Donation

1)

E-TICKETING :-

You can book your railway, air and bus tickets online through OnlineSBI.

To book your train ticket, just log on to irctc.co.in and create an ID there at if you do not have one. Submit your travel plan and book the ticket(s)-either
y

i-ticket (where the delivery of tickets will be made at your address) or

E-tickets (wherein after successful payment transactions, an e-ticket is generated which can be printed any time. For an e-ticket, the details of photo identity card will required to be filled in)

And select State Bank of India in the payment options. You will be redirected to Internet Banking site of SBI (www.onlinesbi.com). After submitting the respective ID and password, you can select your account. After a successful debit, Railways will generate

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the ticket. E-ticket can be printed by you whereas the i-ticket will be dispatched by IRCTC at the given address. Service charges @ Rs.10/- per transaction shall be levied in addition to the cost of the ticket. Cancellation of E-ticket can be done by logging on to IRCTC's site; refund amount will be credited to your account directly within 2-3 days. For cancellation of iticket, you shall be required to submit your ticket at a computerized counter of Railways and on cancellation; the amount shall be credited back to your account.

You can also book your Air ticket through the e-ticketing feature. Logon to Indian Airlines website to make a payment for an e-ticket through State Bank of India, you need to select SBI as the payment option. The payment request will be redirected to Internet Banking site. The request may be processed based on values sent from the airlines website. Once a transaction is processed, an appropriate response will be sent to airlines site to update the status of the transaction. You can print the E-ticket immediately.

To book bus tickets to destinations in Karnataka, log on to the KSRTC website. Provide details about the start and end points of your journey, date of journey and number of tickets. Verify
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availability of seats on the selected date and confirm the transaction. Select OnlineSBI to make the payment. Provide your credentials and select the SBI account that will be debited for the payment. You are provided a KSRTC reference number for your e-Ticket.

2)

SBI E-TAX:-

You can pay your taxes online through SBI E-Tax. This facility enables you to pay TDS, Income tax, Indirect tax, Corporation tax, Wealth tax, Estate Duty and Fringe Benefits tax. Click the e-Tax link in the home page. You are displayed a page with two links Direct Tax and Indirect Tax.

Click the Direct Tax link. You will be redirected to the NSDL site where you can select an online challan based on the tax you wish to pay. Provide the PAN, name and address, assessment year, nature of payment and bank name. On selecting the bank name as SBI and submitting the form, you will be redirected to the Internet Banking site. After submitting the respective ID and password, you can select your account for making payment of taxes. After payment is successful you can print the E-Receipt
42

for the payment. The E-receipt can be printed at a later date also and the same can be retrieved from: Enquiries > Find Transactions > Status Enquiries > Click on the respective transaction to print the tax receipt.

The Indirect Tax link is used to make Central Excise and Service Tax payments to Central Board of Excise and Customs. The online payment feature facilitates anytime, anywhere payment and an instant E-Receipt is generated once the transaction is complete. The Indirect Tax payment facility is available to Registered Central Excise/Service Tax Assessee who possesses the 15 digit PAN based Assessee Code. You can make CBEC payments using the Indirect Taxes link available in the Payments/Transfers tab. You need to provide your assessee code as registered with CBEC and select the minor heads towards which you intend to pay tax. Select the appropriate tax type and enter the tax amount. Select an account for debiting the total tax amount. You can use any of your transaction accounts to make the payment. If a payment is successful, CBEC provides a link to generate an E-Receipt for the payment.

Internet banking customers can pay tax through site to site integration. For government agencies, which are not Internet43

enabled, OnlineSBI offers the Government Tax Payment facility. This facility is available as a post login feature in the retail and corporate banking sites of the Online SBI portal.

Please note that the cut-off time for OLTAS and CBEC payment is 8 P.M. IST. Any transactions created after the cut off time will be processed after 7 A.M. on the following day.

3)

Bill Payment :-

A simple and convenient service for viewing and paying your bills online.
y y y

No more late payments No more queues No more hassles of depositing cheques

Using the bill payment you can 'view and Pay various bills online, directly from your SBI account. You can pay telephone, electricity, insurance, credit cards and other bills from the comfort of your house or office, 24 hours a day, 365 days a year. Simply logon to http://www.onlinesbi.com/ with your credentials and register the biller to which you want to pay, with all the bill
44

details. Once the bill is uploaded by the biller, you can make payment online. You can see 'how do i' to learn the steps for using the facility.

You can also set up Auto Pay instructions with an upper limit to ensure that your bills are paid automatically whenever they are due. The upper limit ensures that only bills within the specified limit are paid automatically, thereby providing you complete control over these payments.

The e-PAY service is available in various cities across the country and you can now make payments to several billers in your region.

4)

RTGS/NEFT :-

You can transfer money from your State Bank account to accounts in other banks using the RTGS/NEFT service. The RTGS system facilitates transfer of funds from accounts in one bank to another on a "real time" and on "gross settlement" basis. This system is the fastest possible interbank money transfer

45

facility available through secure banking channels in India. RTGS transaction requests will be sent to RBI immediately during working hours post working hours requests are registered and sent to RBI on next working day. You can also schedule a transaction for a future date. You can transfer an amount of Rs.1 lac and above using RTGS system.

National Electronic Funds Transfer (NEFT) facilitates transfer of funds to the credit account with the other participating bank. RBI acts as the service provider and transfers the credit to the other bank's account.

NEFT transactions are settled in batches based on the following timings 1. 6 settlements on weekdays - at 09:00, 11:00, 12:00, 13:00, 15:00 and 17:00 hrs. 2. 3 settlements on Saturdays - at 09:00, 11:00 and 12:00 hrs. Please note that all the above timings are based on Indian Standard Time (IST) only.

In order to transfer the funds to an account with other bank,

46

kindly ensure that the bank branch of the beneficiary is covered under the RGTS/NEFT payment system. It is recommended that you choose the Bank/ Branch from the drop down option provided under the link "Add Interbank beneficiary".

Please exercise care to provide the correct account number and name of the beneficiary.

5)

E-Payment :-

You can pay your insurance premium, mobile phone bills and also you can purchase mutual fund units by coming from the billers website and selecting state bank of India in the payment option.

LIC PREMIUM: For paying premium of LIC policy logon to

www.licindia.com

and register your policy details. When the

premium is due select State Bank of India in the make payment option.

SBI Mutual FUND: You can invest in the SBI Mutual Fund
47

schemes online. Logon to www.sbimf.com and select the scheme in which you want to make investment in the payment option select State Bank of India.

CCAVENUES: Enjoy shopping at the CCAvenue Shopping Mall and purchase from a wide variety of products and services through CCAvenue Certified Vendors. Make payments for your purchases using your Internet enabled SBI accounts.

6)

Fund Transfer :-

The Funds Transfer facility enables you to transfer funds within your accounts in the same branch or other branches. You can transfer aggregating Rs.1 lakh per day to own accounts in the same branch and other branches. To make a funds transfer, you should be an active Internet Banking user with transaction rights. Funds transfer to PPF account is restricted to the same branch.
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Just log on to retail section of the Internet Banking site with your credentials and select the Funds Transfer link under Payments/Transfers tab. You can see all your online debit and credit accounts. Select the debit account from which you wish to transfer funds and the credit account into which the amount is to be credited. Enter the amount and remarks. The remarks will be displayed in your accounts statement for this transaction. You will be displayed the last five funds transfer operations on your accounts. On confirming the transaction, you will be displayed a confirmation page with the details of the transaction and the option to submit or cancel the funds transfer request. A reference number will be generated for your record.

7) Third Party Transfer :-

You can transfer funds to your trusted third parties by adding them as third party accounts. The beneficiary account should be any branch SBI. Transfer is instant. You can do any number of Transactions in a day for amount aggregating Rs.1lakh.

To transfer funds to third party having account in SBI, you need

49

to add and approve a third party, you need to register your mobile number in personal details link under profile section. You will receive a One Time SMS password on your mobile phone to approve a third party. If you do not have a mobile number, third party approval will be handled by your branch. Only after approval of third party, you will be able to transfer funds to the third party. You can set limits for third party transactions made from your accounts or even set limits for individual third parties.

8)

Demand Draft :-

The Internet Banking application enables you to register demand drafts requests online. You can get a demand draft from any of your Accounts (Savings Bank, Current Account, Cash Credit or Overdraft). You can set limits for demand drafts issued from your accounts or use the bank specified limit for demand drafts. You can opt to collect the draft in person at your branch, quoting a reference to the transaction. A printed advice can also be obtained from the site for your record.

50

Alternatively, you may request the branch to courier it to your registered address, and the courier charges will be recovered from you.

If you have any queries, kindly approach your branch, quoting the reference number generated for the request.

9)

Cheque Book Request :-

You can request for a cheque book online. Cheque book can be requested for any of your Savings, Current, Cash Credit, and Over Draft accounts. You can opt for cheque books with 25, 50 or 100 cheque leaves. You can either collect it from branch or request your branch to send it by post or courier. You can opt to get the cheque book delivered at your registered address or you can provide an alternate address. Cheque books will be dispatched within 3 working days from the date of request.

Just log on to retail section of the Internet Banking site with your credentials and select the Cheque Book link under
51

Requests tab. You can view all your transaction accounts. Select the account for which you require a cheque book; enter the number of cheque leaves required and the mode of delivery. Then, submit the same.

10)

Account Opening Request:-

OnlineSBI enables you to open a new account online. You can apply for a new account only in branches where you already have accounts. You should have an INB-enabled account with transaction right in the branch. Funds in an existing account are used to open the new account. You can open Savings, Current, Term Deposit and Recurring Deposit accounts of Residents, NRO and NRE types.

Just log on to retail section of the Internet Banking site with your credentials and select the New Account link under Requests tab. You can see all types of accounts. Select the account and account type you wish to open and

52

submit the same. Then, you need to select the branch and enter the initial amount to open the account. You can select any of your accounts for debiting the initial amount. Then, submit the transaction. Your new account opening request will be processed by the branch.

11)

Account Statement :-

The Internet Banking application can generate an online, downloadable account statement for any of your accounts for any date range and for any account mapped to your username. The statement includes the transaction details, opening, closing and accumulated balance in the account.

You can generate the online account statement for any date range or for any month and year. The account statement can be viewed online, printed or downloaded as an Excel or PDF file. You also have the option to select the number of records displayed in each page of the statement. The options are 25, 50, 75, 100 and ALL.

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12)

Transaction Enquiry :-

OnlineSBI provides features to enquire status of online transactions. You can view and verify transaction details and the current status of transactions. Your VISA transactions can also be viewed separately. Just log on to retail section of the Internet Banking site with your credentials and select the Status Enquiry link under the Enquiries tab. You will be displayed all online transactions you have performed. To view details of individual transactions, you need to click the Transaction Reference number link. You are displayed the debit and credit account details, transaction amount, narration and transaction status

13)

Demat Account Statement :-

OnlineSBI enables you to view Demat account statement and maintain such accounts. The bank acts as your depository participant. In the third party site, you can mark a lien on your

54

Demat accounts and use the funds to trade on stock using funds in your SBI savings account.

You can view Demat account details, and generate the following statements: statement of holding, statement of transactions, statement of billing.

14)

Donation:-

You can make donation to religious and charitable institution by using Internet Banking of SBI. Simply log on to
http://www.onlinesbi.com/

with your credentials and go to Payment

and transfer and click on make donation link. After selecting the debit account select the religious/charitable institution whom you want to offer donation. After successful payment you can print an E-receipt for the donation made.

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Chapter 6 SWOT analysis of SBIs internet banking The chapter describes Strengths, Weaknesses, opportunities, challenges of State Bank of India.

Strengths:y y y

y y

y y

y y

Greater reach to customers Quicker time to market Ability to introduce new products and services quickly and successfully Ability to understand its customers needs Customers are given access to information easily across any location Greater customer loyalty Easy online application for all accounts, including personal loans and mortgage 24 hours account access Quality customer service with personal attention

Weaknesses:y Lack of awareness among the existing customers regarding internet banking y Obsolesce of technology take place very soon specially in terms of security on internet. y Procedure for applying for id and password for using services related to internet banking takes time.
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y Lack of knowledge is found regarding internet banking in employees of SBI y Implementation of newer technology is little bit complicated y Employees needs training to obtain knowledge regarding I-banking

Opportunities:y Approximately 95% of customers are not using internet banking. y Core competency can be achieved in terms of banking if focus is made on awareness of internet banking y Can become 1st virtual bank of India. y Concentration of various services should be made using internet banking

Treats:y Maintaining Business Edge over competitors in the context of sameness in IT infrastructure y Multiple vendor support is necessary for working of highly complex technology y Maintaining secured IT infrastructure for business operations y Alternative must be there in case of failure of system

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QUESTIONNAIRE ON ONLINE:SBI PERSONAL INFORMATION: NAME: ________________________ AGE: _____ __________________

PROFESSION:

HOW FREQUNTLY DO YOU USE ONLINE BANKING FACILITY PROVIDED BY SBI? DAYILY ONCE IN A WEEK TWICE IN A WEEK ONCE IN A MONTH TWICE IN A MONTH HOW DO YOU RATE TIME CONSUMPTION OF SBI ONLINE BANKING? VERY GOOD GOOD AVERAGE POOR VERY POOR HOW DO YOU RATE COMFORTABILITY WITH THE PROCEDURE OF ONLINE BANKING? VERY GOOD GOOD AVERAGE POOR VERY POOR HOW DO YOU RATE ACCESSIBILITY OF THE ONLINE BANKING PROVIDED BY SBI? VERY GOOD GOOD AVERAGE POOR VERY POOR

WHAT ARE THE FACILITIES YOU PERCIEVE IN ONLINE BANKING? PAYMENTS/TRANSFERS BILL PAYMENTS REQUESTS ENQUIRES PROFILE E-TAX DEMAT/ASBA WILL YOU ADVICE OTHERS TO USE ONLINE BANKING? YES NO IS THE INTERFACE USER FRIENDLY? YES NO DID YOU FACE ANY PROBLEMS ONLINE BANKING? YES NO

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Interpretation

1.

Frequency of using SBI Online Banking

20% 24% Daily Once in a Week Twice in a Week 20% 16% Once in a Month Twice in a Month 20%

We found out that the respondant are using this service of SBI Very frequently, the major areas of online banking are phone recharge service, ticket reservation, paying online bills. 2.

Time Consumption rating of SBI Online Banking

2% 2% 31% Very Good Good Average Poor Very Poor 23%

42%

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This survey shows that maximm users of SBI are happy with the time taken in the online process.This prove the online port is having a nice speed to complete the transactions.

3.

Comfortability rating of Procedures of SBI Online Banking

24% 20% Very Good Good 16% 20% Average Poor Very Poor 20%

There are mixed report for the comfortability aspect of SBI online banking, so SBI has to work upon this area to satisfy there users.

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4.

Accessibility rating of SBI Online Banking

18% 20% Very Good Good Average 25% 22% Poor Very Poor 15%

The maximum number of user found hard to access this service of the SBI, so the bank should make it more accessible by making their user familiar with this service.

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5.

Advocate SBI Online Banking to others?

29%

Yes No 71%

The major percentage of the user are ready to advocate this service to others,so it can help the bank in promoting this service to there customers who are not availing this service.

6.

Is the Interface User friendly?

22%

Yes No

78%

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The users are finding its interface friendly, this means there are no complex issues in the portal of there server, and even a new joined member can access the site without any problems.

7.

Did you face any problems with SBI Online Banking?

24%

Yes No

76%

The major percentage of the user are not finding any problem with this service but still 24% of the found that they faced problems while using this service like server crash, so SBI should try to make their portal more speedy to handle large transactions.

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Chapter 7 Recommendations and Suggestions

The chapter gives recommendations and suggestions to SBI.

Recommendations & Suggestions:y Training and awareness among employees:It is recommended that State Bank of India should conduct various training programmes for the employees, so that they will get aware with the terms of internet banking. After such programmes they can create awareness amongst the consumers. y Exchange of information on threats and vulnerabilities at appropriate forums:There should be an open end discussion on the threats and vulnerabilities coming across the functioning of internet banking work by the employees in the various official forums and meets.

y Build an optimal operating model by understanding which activities to retain collaborate and outsource:64

There should be clear sight of operations which needs to outsource to other companies, this will lead to ease in work for employees. Outsourcing operations like, cyber security department, building IT structure on internet. y Bank should Create and sustain customer, investor and regulator confidence by adopting international accounting standards :Adopting international standards adds some more star to the glory of any company, SBI should impose such standards when it comes to internet banking or virtual banking, this will enhance the goodwill of SBI among regulator, customers and invertors. y Bank should anticipate and get prepared for regulatory changes:Laws regarding IT or cyber laws get change as per the need. SBI should anticipate such kind of changes and get loaded with various plans and actions.

65

y Focus on identifying core competence:SBI possess some unique characteristics or positive points in it and with the help of them it can become a leader in market. Bank should identify such points and concentrate to flourish them more. This can be done with the help of internet banking, as internet banking of SBI is getting largely accepted by customers. y Increasing usage of mobile phones is going to

revolutionize the banking culture in near future:Mobile banking is also getting popular in the segment of internet banking thus this can add some more steps to progress for SBI. Bank is into the mobile banking but it is providing limited features.

y More stress should be given on security concern on internet:There are some people who are into unethical practices of hacking of accounts of customers. This is nothing but the breach in the security of the SBI on internet. There should be some measures in order to prevent such practices. IT structure should be unbreakable.
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Chapter 8 Conclusion
The chapter gives conclusion for the project

Conclusion:Studying the project we came to know that Internet banking is clearly the way forward for the State Bank of India. It provides comfort to customers at the same time it provides cost cutting to SBI by eliminating physical documentation. Internet banking saves time of bank as well as those of customers. Study states that internet banking provides greater reach to customers. Feedback can be obtained easily as internet is virtual in nature. Customer loyalty can be gain. Personal attention can be given by bank to customer also quality service can be served. Bank should know that No system is perfect, however a system of such a type will need to be very secure. This is a system which holds account details and customers wealth. If such a system was not trusted and not reliable, then SBI would face serious laws and would lose business.
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After studying the SWOT analysis, we came to know various strengths of SBI such as quality customer service, greater reach, customer loyalty, easy access to information, 24 hours access, easy online applications etc. SBI should put efforts to multiply the number of strengths. In terms of weakness I come to know some of the major weaknesses they are lack of awareness of internet banking among the customers, obsolesce of technology related to security, complicated procedures of availing internet banking facilities, lack of knowledge among the employees of SBI. SBI should concentrate on the weaknesses and reduce them to zero. In the third segment of SWOT analysis of internet banking we dealt with opportunities like 95 % market of internet market is untapped, SBIs path to become first virtual bank. By encashing such opportunities bank can become the leader in banking sector of India. In the last segment I come to know about various challenges which are in front of SBI, like sameness in IT infrastructure within various banks, need of various vendor supports for complex technology, maintaining secured IT infrastructure, alternative mechanism in case of failure of present security system. The company can take the advantage of the reputation it has created in the market for itself and become more competitive
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The recommendations and suggestions given, if adopted will improve the position of the company substantially and optimal profitability coupled with better service and satisfactions for investors may be achieved.

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Bibliography
Books :y SBI Training guide for internet banking Websites:-

y www.statebankofindia.com y www.onlinesbi.com y www.weikipedia.com y www.google.com

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