Comparing E-Banking Services of SBI and ICICI Bank

FINAL RESEARCH PROJECT
ON
COMPARITIVE STUDY & ANALYSIS
ON E-BANKING SERVICES
OF
STATE BANK OF INDIA (SBI)
&
INDUSTRIAL CREDIT & INVESTMENT CORPORATION OF
INDIA BANK (ICICI)
Submitted for the Partial Fulfillment of
Bachelor of Business Administration
( Finance)
BY
SHWETA KHARBANDA
Research Guide
Mr. AMJAD ALI
(Finance lecturer)

GRAPHIC ERA UNIVERSITY
(DEHRADUN)
TABLE OF CONTENTS
I ACKNOWLEDGEMENT
II PREFACE
III EXECUTIVE SUMARY
IV CERTIFICATE OF DECLARATION
V INTRODUCTION
• INDUSTRY PROFILE
• COMPANY PROFILE
• E-BANKING SERVICES
VI RESEARCH METHODOLOGY
• RESEARCH DESIGN

• RESEARCH PROCESS
• DATA COLLECTION TECHNIQUES
• DATA ANALYSIS
VI FINDING,CONCLUSIONS &
RECOMMENDATIONS
VII BIBLIOGRAPHY
VIII ANNEXURES

ACKNOWLEDGEMENT
Presenting a project of this is an arduous task, demanding a lot of time. I cannot in
full measure reciprocate the kindness shown and contribution made by various persons in
this endeavor. I will remember all of them with gratitude.
I am extremely gratified to my research guide “Mr. Amjad Ali” for his significant
support extended for the successfully completion of the project as he supported me all
through the project and devoted his precious time for me. I am really appreciative to the
various respondents who took keen interest in my project and help me a lot in completing
this project.
I am always beholden to my God, for always being with me and showing me the
right way, my family, for always doing favor to me and my friends and colleagues
consistently helped me with encouragement, creative inputs and criticism throughout the
project work, for always lifting my sights to higher vision, raising my personality beyond
normal limitation and for realizing me my strengths and potential.
SHWETA KHARBANDA.

PREFACE
E-banking is a global component in the economy. The role of banks has been and
continues to be shaped by a number of mega trend the globalization of financial markets,
the rise of non bank competitors, the ongoing evolution and implementation of new
technologies, and deregulation and disintermediation (i.e., the movement away from the
middleman role played by banks between depositors and lenders).
The purpose of this report is to provide a straightforward approach to understand
the e-banking services provided by the two banks and how they are different from each
other which make one bank the best from the other. An effort is made to understand the
expectations of the customers with the two banks.

EXECUTIVE SUMMARY
This report has all the details covering the level of e-banking services provided by
the ICICI and SBI Bank to its customers.
It includes the research on the customers’ expectations and requirements of
ebanking services of the bank. The research is basically done on the comparative analysis
of ebanking services of ICICI and SBI bank. It is done to know that which bank is better
in providing the e banking services. I have reviewed various literatures on the net
pertaining to the SBI & ICICI bank. Through the data analysis it was found that allover
the e-banking service of SBI bank is the best as compared to ICICI bank. The SBI Bank
has more customer satisfaction than the other banks. Through a small sample size also it
was revealed and proved that the public sector bank that is SBI Bank is at a developing
and progressing side than the ICICI Bank. The customers were more positive in their
approach. Making this kind of report created enthusiasm and interest in this topic.

CERTIFICATE OF DECLARATION
I hereby declare that this project is my original workand have not been submitted
in any form as a part of any other part.
Information derived from the published and unpublished data of other has been
acknowledged in the list of references given in the bibliography.
SHWETA KHARBANDA

INTRODUCTION
INDUSTRY PROFLE OF STATE BANK OF INDIA (SBI)
The evolution of State Bank of India can be traced back to the first decade of the
19th century. It began with the establishment of the Bank of Calcutta in Calcutta, on 2
June 1806. The bank was redesigned as the Bank of Bengal, three years later, on 2
January 1809. It was the first ever joint-stock bank of the British India, established under
the sponsorship of the Government of Bengal. Subsequently, the Bank of Bombay
(established on 15 April 1840) and the Bank of Madras (established on 1 July 1843)
followed the Bank of Bengal. These three banks dominated the modern banking scenario
in India, until when they were amalgamated to form the Imperial Bank of India, on 27
January 1921.
An important turning point in the history of State Bank of India is the launch of
the first Five Year Plan of independent India, in 1951. The Plan aimed at serving the
Indian economy in general and the rural sector of the country, in particular. Until the
Plan, the commercial banks of the country, including the Imperial Bank of India,
confined their services to the urban sector. Moreover, they were not equipped to respond
to the growing needs of the economic revival taking shape in the rural areas of the
country. Therefore, in order to serve the economy as a whole and rural sector in
particular, the All India Rural Credit Survey Committee recommended the formation of a
state-partnered and state-sponsored bank.
The All India Rural Credit Survey Committee proposed the take over of the
Imperial Bank of India, and integrating with it, the former state-owned or state-associate
banks. Subsequently, an Act was passed in the Parliament of India in May 1955. As a
result, the State Bank of India (SBI) was established on 1 July 1955. This resulted in
making the State Bank of India more powerful, because as much as a quarter of the
resources of the Indian banking system were controlled directly by the State. Later on, the

State Bank of India (Subsidiary Banks) Act was passed in 1959. The Act enabled the
State Bank of India to make the eight former State-associated banks as its subsidiaries.
The State Bank of India emerged as a pacesetter, with its operations carried out by
the 480 offices comprising branches, sub offices and three Local Head Offices, inherited
from the Imperial Bank. Instead of serving as mere repositories of the community's
savings and lending to creditworthy parties, the State Bank of India catered to the needs
of the customers, by banking purposefully. The bank served the heterogeneous financial
needs of the planned economic development.

BRANCHES
The corporate center of SBI is located in Mumbai. In order to cater to different
functions, there are several other establishments in and outside Mumbai, apart from
the corporate center. The bank boasts of having as many as 14 local head offices and
57 Zonal Offices, located at major cities throughout India. It is recorded that SBI has
about 10000 branches, well networked to cater to its customers throughout India.
ATM Services
SBI provides easy access to money to its customers through more than 8500
ATMs in India. The Bank also facilitates the free transaction of money at the ATMs
of State Bank Group, which includes the ATMs of State Bank of India as well as the
Associate Banks – State Bank of Bikaner & Jaipur, State Bank of Hyderabad, State
Bank of Indore, etc. You may also transact money through SBI Commercial and
International Bank Ltd by using the State Bank ATM-cum-Debit (Cash Plus) card.
Subsidiaries
The State Bank Group includes a network of eight banking subsidiaries and
several non-banking subsidiaries. Through the establishments, it offers various
services including merchant banking services, fund management, factoring services,
primary dealership in government securities, credit cards and insurance.
[[
The eight banking subsidiaries are:
• State Bank of Bikaner and Jaipur (SBBJ)
• State Bank of Hyderabad (SBH)
• State Bank of India (SBI)
• State Bank of Indore (SBIR)

• State Bank of Mysore (SBM)
• State Bank of Patiala (SBP)
• State Bank of Saurashtra (SBS)
• State Bank of Travancore (SBT)
Products And Services
Personal Banking
• SBI Term Deposits SBI Loan For Pensioners
• SBI Recurring Deposits Loan Against Mortgage Of Property
• SBI Housing Loan Loan Against Shares & Debentures
• SBI Car Loan Rent Plus Scheme
• SBI Educational Loan Medi-Plus Scheme
Other Services
• Agriculture/Rural Banking
• NRI Services
• ATM Services
• Demat Services
• Corporate Banking
• Internet Banking
• Mobile Banking
• International Banking
• Safe Deposit Locker
• RBIEFT
• E-Pay
• E-Rail
• SBI Vishwa Yatra Foreign Travel Card
• Broking Services
• Gift Cheques

COMPANY PROFILE
State Bank of India is an India-based bank. In addition to banking, the Company,
through its subsidiaries, provides a range of financial services, which include life
insurance, merchant banking, mutual funds, credit card, factoring, security trading,
pension fund management and primary dealership in the money market. It operates in
four business segments: Treasury, Corporate/Wholesale Banking, Retail Banking and
Other Banking Business. The Treasury segment includes the investment portfolio and
trading in foreign exchange contracts and derivative contracts. The Corporate/Wholesale
Banking segment comprises the lending activities of Corporate Accounts Group, Mid
Corporate Accounts Group and Stressed Assets Management Group. The Retail Banking
segment consists of branches in National Banking Group, which primarily includes
personal banking activities, including lending activities to corporate customers having
banking relations with branches in the National Banking Group.
PRODUCT PROFILE
SBI offers Corporate and Retail Internet Banking Products and Other Value Added Services-:
E-Ticketing
Bill Payment
eZtrade@sbi
RTGS/NEFT
E-Payment
Fund Transfer
Third Party transfer
Demand Draft
Cheque Book Request
Account opening request
Demat Account Statement

INDUSTRY PROFILE OF ICICI BANK
ICICI Bank started as a wholly owned subsidiary of ICICI Limited, an Indian
financial institution, in 1994. Four years later, when the company offered ICICI Bank's
shares to the public, ICICI's shareholding was reduced to 46%. In the year 2000, ICICI
Bank offered made an equity offering in the form of ADRs on the New York Stock
Exchange (NYSE), thereby becoming the first Indian company and the first bank or
financial institution from non-Japan Asia to be listed on the NYSE. In the next year, it
acquired the Bank of Madura Limited in an all-stock amalgamation. Later in the year and
the next fiscal year, the bank made secondary market sales to institutional investors.
With a change in the corporate structure and the budding competition in the Indian
Banking industry, the management of both ICICI and ICICI Bank were of the opinion
that a merger between the two entities would prove to be an essential step. It was in 2001
that the Boards of Directors of ICICI and ICICI Bank sanctioned the amalgamation of
ICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal Financial
Services Limited and ICICI Capital Services Limited, with ICICI Bank. In the following
year, the merger was approved by its shareholders, the High Court of Gujarat at
Ahmedabad as well as the High Court of Judicature at Mumbai and the Reserve Bank of
India.

Present Scenario
ICICI Bank has its equity shares listed in India on Bombay Stock Exchange and
the National Stock Exchange of India Limited. Overseas, its American Depositary
Receipts (ADRs) are listed on the New York Stock Exchange (NYSE). As of December
31, 2008, ICICI is India's second-largest bank, boasting an asset value of Rs. 3,744.10
billion and profit after tax Rs. 30.14 billion, for the nine months, that ended on December
31, 2008.
Branches & ATMs
ICICI Bank has a wide network both in Indian and abroad. In India alone, the
bank has 1,420 branches and about 4,644 ATMs. Talking about foreign countries, ICICI
Bank has made its presence felt in 18 countries - United States, Singapore, Bahrain, Hong
Kong, Sri Lanka, Qatar and Dubai International Finance Centre and representative offices
in United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and
Indonesia. The Bank proudly holds its subsidiaries in the United Kingdom, Russia and
Canada out of which, the UK subsidiary has established branches in Belgium and
Germany.

PRODUCT PROFILE
Personal Banking
• Deposits
• Loans
• Cards
• Investments
• Insurance
• Demat Services
• Wealth Management
NRI Banking
• Money Transfer
• Bank Accounts
• Investments
• Property Solutions
• Insurance
• Loans
Business Banking
• Corporate Net Banking
• Cash Management
• Trade Services
• FXOnline
• SME Services
• Online Taxes
• Custodial Services

COMPANY PROFILE OF ICICI BANK
ICICI Bank Limited (the Bank) is a banking company engaged in providing a
range of banking and financial services, including commercial banking and treasury
operations. It operates under four segments: retail banking, wholesale banking, treasury
and other banking. The Bank’s subsidiaries include ICICI Prudential Life Insurance
Company Limited, ICICI Lombard General Insurance Company Limited, ICICI
Trusteeship Services Limited, ICICI Prudential Pension Funds, Management Company
Limited, ICICI Home Finance Company Limited and ICICI Securities Limited.
PRODUCT PROFILE
ICICI Bank is the one-stop shop for all your forex needs.
Whether your destination is Paris, Mauritius or enchanting Rome, ICICI Bank offers the
best of both worlds. They buy and sell the following :
ICICI Bank Travel Card
Travelers Cheques
Foreign Currency

E-BANKING
Internet banking (or E-banking) means any user with a personal computer and a
browser can get connected to his bank -s website to perform any of the virtual banking
functions. In internet banking system the bank has a centralized database that is web-
enabled. All the services that the bank has permitted on the internet are displayed in
menu. Any service can be selected and further interaction is dictated by the nature of
service. Once the branch offices of bank are interconnected through terrestrial or satellite
links, there would be no physical identity for any branch. It would a borderless entity
permitting anytime, anywhere and anyhow banking.
The delivery channels include direct dialup connections, private networks, public
networks, etc. with the popularity of computers, easy access to Internet and World Wide
Web (WWW), Internet is increasingly used by banks as a channel for receiving
instructions and delivering their products and services to their customers. This form of
banking is generally referred to as Internet Banking, although the range of products and
services offered by different banks vary widely both in their content and sophistication.
The E-Banking is an application that has been developed for a well-established
regional bank operating primarily in south India. The bank has several branches in key
cities and towns in the north. In the world of this competitive environment and
technological development, the bank has been totally computerized in the last 3 years,
and to increase its customer base has started planning, for a concept called as e-banking;
with this concept the bank wants to move very nearer to the customers and increase its
basic operational strategies. Through E-Banking the bank wants to introduce the core
concept of IT based Enabled Services (ITES). The E-Banking services are executed only

upon the customer, and these e-banking services would fully integrate with the core
banking solution that is already in usage. The major idea is to provide a series of services
to the customer through the internet, and make the customer feel flexible in calling out
simple tasks faster instead of making visit to the bank every time. The e-banking service
is open only to savings bank. Customers and not for current account holders. The
customer is privileged to use most of the system only as a viewing phase, the only online
transactions the customer can do are chequebook requisition and fund transfer among his
personal accounts.
Wireless banking is a delivery channel that can extend the reach and enhance the
convenience of Internet banking products and services. Wireless banking occurs when
customers access a financial institution's network(s) using cellular phones, pagers, and
personal digital assistants (or similar devices) through telecommunication companies’
wireless networks. Wireless banking services in the United States typically supplement a
financial institution's e-banking products and services.
Person-to-Person Payments
Electronic person-to-person payments, also known as e-mail money, permit
consumers to send “money” to any person or business with an e-mail address. Under this
scenario, a consumer electronically instructs the person-to-person payment service to
transfer funds to another individual. The payment service then sends an e-mail notifying
the individual that the funds are available and informs him or her of the methods
available to access the funds including requesting a check, transferring the funds to an
account at an insured financial institution, or retransmitting the funds to someone else.
Person-to-person payments are typically funded by credit card charges transfer from the
consumer’s account at a financial institution. Since neither the payee nor the payer in the
transaction has to have an account with the payment service, such services may be
offered by an insured financial institution, but are frequently offered by other businesses
as well.

Banking Services through Internet:
1. The Basic Level Service is the banks’ web sites which disseminate information
on different products and services offered to customers and members of public in general.
It may receive and reply to customer’s queries through e-mail;
2. In the next level are Simple Transactional Web sites which allows customers to
submit their instructions, applications for different services, queries in their account
balances, etc. but do not permit any fund-based transactions on their accounts;
3. The third level of Internet banking service are offered by Fully Transactional Web
sites which allow the customers to operate on their accounts for transfer of funds,
payment of different bills, subscribing to other products of the bank and to transact
purchase and sale of securities, etc. The above forms of Internet banking service the
customer or by new banks, who deliver banking service primarily through Internet or
other electronic delivery channels as the value added services. Some of these banks are
known as ‘Virtual’ banks or ‘Internet only’ banks and may not have physical presence in
a country despite offering different banking services.
The Indian Scenario: -
• Internet banking, both as a medium of delivery of banking services and as a
strategic tool for business development.
• At present, the total internet users in the country are estimated at 9 lakh. However,
this is expected to grow exponentially to 90 lakh by 2003. Only about 1 percent of
Internet users did banking online in 1998. This is increased to 16.7 percent in
March 2000. - (India Research, May 29, 2000, Kotak Securities)

• Cost of banking service through the Internet from a fraction of costs through
conventional methods. Rough estimates assume teller cost at Re.1 per transaction,
ATM transaction cost at 45 paise, phone banking at 35 paise, debit cards at 20
paise and Internet banking at 10 paise per transaction.
Plastic Cards as Media for Payment: -
There are four types of plastic cards being used as media for making payments. These
are:
1. Credit Card
2. Debit Card
3. Smart Card
4. ATM Card
1. Credit Cards: -
The credit card enables the cardholders to: Purchase any item like clothes,
jewellery, railway/air tickets, etc. Pay bills for dining in a restaurant or boarding and
lodging in hotel
Avail of any service like car rental, etc.
2. Debit Cards: -
A debit card is issued on payment of a specified amount by the issuing company
like a telephone company to a customer on cash payment or on debiting his account by a
bank.
Thus it is like an electronic purse, which can be read and debited by the required
amount.

It may be noted that while through a credit card, the customer first makes a purchase or
avails service and pays later on, but for getting the debit card, a customer has to first pay
the due amount and then make a purchase or avail the service. For this reason,
debit card are not as popular as credit cards.
3. Smart Cards: -
Smart Cards have a built-in microcomputer chip, which can be used for storing and
processing information. For example, a person can have a smart card from a bank with
the specified amount stored electronically on it. As he goes on making
transactions with the help of the card, the balance keeps on reducing electronically. When
the specified amount is utilized by the customer, he can approach the bank to get his card
validated for a further specified amount. Such cards are used for paying small amounts
like telephone calls, petrol bills, etc.
4. ATM Cards: -
The card contains a PIN (Personal Identification Number) which is selected by the
customer or conveyed to the customer and enables him to withdraw cash up to the
transaction limit for the day. He can also deposit cash or cheque
.
Internet banking in India
The Reserve Bank of India constituted a working group on Internet Banking. The group
divided the internet banking products in India into 3 types based on the levels of access
granted. They are:
i) Information Only System: General purpose information like interest rates,
branch location, bank products and their features, loan and deposit calculations are
provided in the banks website. There exist facilities for downloading various types of
application forms. The communication is normally done through e-mail. There is no

interaction between the customer and bank's application system. No identification of the
customer is done. In this system, there is no possibility of any unauthorized person
getting into production systems of the bank through internet.
ii) Electronic Information Transfer System: The system provides customer-
specific information in the form of account balances, transaction details, and statement of
accounts. The information is still largely of the 'read only' format. Identification and
authentication of the customer is through password. The information is fetched from the
bank's application system either in batch mode or off-line. The application systems
cannot directly access through the internet.
iii) Fully Electronic Transactional System: This system allows bi-directional
capabilities. Transactions can be submitted by the customer for online update. This
system requires high degree of security and control. In this environment, web server and
application systems are linked over secure infrastructure. It comprises technology
covering computerization, networking and security, inter-bank payment gateway and
legal infrastructure.
Avail the following services through E-Banking.
Bill payment service
You can facilitate payment of electricity and telephone bills, mobile phone, credit card
and insurance premium bills as each bank has tie-ups with various utility companies,
service providers and insurance companies, across the country. To pay your bills, all you
need to do is complete a simple one-time registration for each biller. You can also set up
standing instructions online to pay your recurring bills, automatically. Generally, the
bank does not charge customers for online bill payment.

Fund transfer
You can transfer any amount from one account to another of the same or any another
bank. Customers can send money anywhere in India. Once you login to your account,
you need to mention the payees's account number, his bank and the branch. The transfer
will take place in a day or so, whereas in a traditional method, it takes about three
working days. ICICI Bank says that online bill payment service and fund transfer facility
have been their most popular online services.
Credit card customers
With Internet banking, customers can not only pay their credit card bills online but also
get a loan on their cards. If you lose your credit card, you can report lost card online.
Railway pass
This is something that would interest all the aam janta. Indian Railways has tied up
with ICICI bank and you can now make your railway pass for local trains online. The
pass will be delivered to you at your doorstep. But the facility is limited to Mumbai,
Thane, Nashik, Surat and Pune.

Investing through Internet banking
You can now open an FD online through funds transfer.Now investors with
interlinked demat account and bank account can easily trade in the stock market and the
amount will be automatically debited from their respective bank accounts and the shares
will be credited in their demat account. Moreover, some banks even give you the facility
to purchase mutual funds directly from the online banking system.
Nowadays, most leading banks offer both online banking and demat account.
However if you have your demat account with independent share brokers, then you need
to sign a special form, which will link your two accounts.

Recharging your prepaid phone
Now just top-up your prepaid mobile cards by logging in to Internet banking. By just
selecting your operator's name, entering your mobile number and the amount for
recharge, your phone is again back in action within few minutes.
Shopping
With a range of all kind of products, you can shop online and the payment is also
made conveniently through your account. You can also buy railway and air tickets
through Internet banking.
Advantage of Internet banking
As per the Internet and Mobile Association of India's report on online banking 2006,
"There are many advantages of online banking. It is convenient, it isn't bound by
operational timings, there are no geographical barriers and the services can be offered at a
miniscule cost."
Through Internet banking, you can check your transactions at any time of the day,
and as many times as you want to. Where in a traditional method, you get quarterly
statements from the bank. If the fund transfer has to be made outstation, where the bank
does not have a branch, the bank would demand outstation charges. Whereas with the
help of online banking, it will be absolutely free for you.
Security Precautions
Customers should never share personal information like PIN numbers, passwords etc
with anyone, including employees of the bank. It is important that documents that contain

confidential information are safeguarded. PIN or password mailers should not be stored,
the PIN and/or passwords should be changed immediately and memorised before
destroying the mailers.
Customers are advised not to provide sensitive account-related information over
unsecured e-mails or over the phone. Take simple precautions like changing the ATM
PIN and online login and transaction passwords on a regular basis. Also ensure that the
logged in session is properly signed out.
The advantages of Internet banking are obvious. Business people can access their
personal and business account information while saving a trip to the bank. You can check
your balance whenever you need to, even if the bank is closed. Not only that, but you can
pay your bills online as well, which saves both time and money on postage.
Another advantage of Internet banking is the ability to easily compare services offered
by different banks. You can buy financial products and apply for loans online, and in
doing so, you can compare your options to ensure that you get the best possible services.
You can even buy insurance online through Internet banking services. Stocks and bonds
and other investments can be managed with online banking from your home or office
independent of a financial intermediary like a stockbroker.

SBI BANK
SBI offers Corporate and Retail Internet Banking Products and Other Value Added
Services
E-Ticketing
You can book your railway, air and bus tickets online through Online.
To book your train ticket, just log on to irctc.co.in and create an ID thereat if you do not
have one. Submit your travel plan and book the ticket(s)-either
• 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
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 i-ticket, 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 availability of seats on the selected date and confirm the transaction.
Select Online 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.
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 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 Internet-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
Bill Payment
A simple and convenient service for viewing and paying your bills online.
• 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 https://www.onlinesbi.com/ with your credentials and register the biller to which you
want to pay, with all the bill 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 AutoPay 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.
eZtrade@sbi
State Bank of India (SBI) in alliance with Motilal Oswal Securities Limited and SBI
Caps Securities Limited (SSL) now introduces you to 'eZ-trade@sbi', a State-of-the-Art
online trading platform predominantly to cater to every trading need (presently available
to Indian Residents Only) and offers a truly world class experience of online investing -
anyplace, anytime. This service provides you with a 3-in-1 account which is an integrated
platform of Bank Account, Demat Account and an Online Trading Account to give you a
convenient and paper free trading experience under one roof.We provides online trading
of shares of Companies listed on BSE and NSE. eZ-trade@sbi will let you trade from the
comfort of your home or office through the Internet.
Buying and selling of shares is now just a click away. So go ahead and enjoy your
fast, easy and hassle-free online shares/securities trading experience with India's Largest
Bank

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 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.2 lakhs 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. 11 settlements on weekdays - at 09:00, 10:00, 11:00, 12:00, 13:00, 14:00, 15:00,
16:00, 17:00, 18:00 and 19:00 hrs.
2. 4 settlements on Saturdays - at 09:00, 11:00, 12:00 and 13:00 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, 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.
E-Payment
You can pay your insurance premium, mobile phone bills and also you can purchase
mutual fund units by coming from the biller's 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 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.
Fund Transfer
The Funds Transfer facility enables you to transfer funds within your accounts in the
same branch or other branches. To make a funds transfer, you should be an active
Internet Banking user with transaction rights.
Daily limit for Funds Transfer to own Accounts:
• Between Accounts in the same branch: Rs.10 Lacs.
• Between Accounts across branches: Rs.5 Lacs.
Daily limit for Funds Transfer to PPF Accounts in the same branch or across branches
:Rs.70000. This is subject to a ceiling of Rs.70000, by a maximum 12 deposits, during
the Financial Year, for the Principal Amount.
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.
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.5 lakhs.
To transfer funds to third party having account in SBI,you need to add and approve a
third party, you need to register your mobile number in personel 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.
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.
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.

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.
select the Cheque Book link under 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.
Account opening request
Online SBI 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.
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 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

Demat Account Statement
Online SBI 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 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.
NEW SCHEMES ON E-BANKING OF SBI BANK
E-Payment of Motor Vehicle Taxes & Fees of West Bengal Govt
SBI Fx Trade: Currency Future Trading
Viewing of Tax Credit Statement (Form 26AS).
Payment of 'National Permit' fee
Request for a Gift Card online.
Open Term deposit accounts online and get e-TDR/e-STDR receipts instantly.
Access your pension slip through enquiry menu.
Enquire about tax deducted on the interest earned by your deposits.
Online NRI e-Z trade 3 in 1 account introduced.
Transfer funds to any Bank from your SBI Account using RTGS/NEFT Facility.

Value Added Services
Online fee collection facility for Staff Selection Commission (SSC) and Union Public
Service Commission (UPSC).
Discover a Simple, Secure and Convenient way to pay all your Utility Bills at OnlineSBI.
e-Rail reservation service using SBI accounts.
Mutual Funds investments handled with SBI accounts.
SBI e-Tax:Online payment facility for retail users and corporates.
VISA Money Transfer.
Use your 3-in-1 account to trade online
• eZ-trade@sbi with MOSL.
• eZ-trade@sbi with SSL.
• NRIeZ-trade@sbi with SS
PROCEDURE FOR OPENING AN E-ACCOUNT IN SBI BANK
Arehaving an account on sbi? if yes then it would be easier for you open an ebanking
account. go and meet your bank manager, he will give a form, just fill up. and after few
day you will be link to ebanking.
the Terms of service: OnlineSBI

General Information:
1. You should register for ‘OnlineSBI’ with the branch where you maintain the
account.
2. If you maintain accounts at more than one branch, you need to register at each
branch separately.
3. Normally OnlineSBI services will be open to the customer only after he acknowledges
the receipt of password.
4. We invite you to visit your account on the site frequently for transacting business or
viewing account balances. If you believe that any information relating to your account
has a discrepancy, please bring it to the notice of the branch by e-mail or letter.
5. In a joint account, all account holders are entitled to register, as users of ‘OnlineSBI’,
but transactions would be permitted based on the account operation rights recorded at the
branch. (To begin with the services will be extended only to single or Joint “E or S”
accounts only).
6. All accounts at the branch whether or not listed in the registration form, will be
available on the ‘OnlineSBI’. However the applicant has the option to selectively view
the accounts on the ‘OnlineSBI’.

Security:
1. The Branch where the customer maintains his account will assign:
a) User-id &
b) Password
2. The User-id and Password given by the branch must be replaced by UserName and
Password of customer’s choice at the time of first log-on. This is mandatory.
3. Bank will make reasonable use of available technology to ensure security and to
prevent unauthorised access to any of these services. The ‘OnlineSBI service is
VERISIGN certified which guarantees, that it is a secure site. It means that
• You are dealing with SBI at that moment.
• The two-way communication is secured with 128-bit SSL encryption technology, which
ensures the confidentiality of the data during transmission.
These together with access control methods designed on the site would afford a high level
of security to the transactions you conduct.
SBI will soon be implementing PKI/Digital Signature.
5. You are welcome to access ‘OnlineSBI’ from anywhere anytime. However, as a matter
of precaution, customers may avoid using PCs with public access.
6. There is no way to retrieve a password from the system. Therefore if a customer
forgets his password, he must approach the branch for re-registration.
Bank’s terms:
7. All requests received from customers are logged for backend fulfilment and are
effective from the time they are recorded at the branch.
8. Rules and regulations applicable to normal banking transactions in India will be
applicable mutatis mutandis for the transactions executed through this site.
9. The OnlineSBI service cannot be claimed as a right. The bank may also convert this

into a discretionary service anytime.
10. Dispute between the customer and the Bank in this service is subject to the
jurisdiction of the courts in the Republic of India and governed by the laws prevailing in
India.
11. The Bank reserves the right to modify the services offered or the Terms of service of
‘OnlineSBI’. The changes will be notified to the customers through a notification on the
Site.
Customer’s obligations:
1. The customer has an obligation to maintain secrecy in regard to Username & Password
registered with the Bank. The bank presupposes that login using valid Username and
Password is a valid session initiated by none other than the customer.
2. Transaction executed through a valid session will be construed by SBI to have
emanated from the registered customer and will be binding on him / her.
3. The customer will not attempt or permit others to attempt accessing the ‘OnlineSBI’
through any unlawful means.
Dos’ & Don’ts’:
1. The customer should keep his/her ID and password strictly confidential and should not
divulge the same to any other person. Any loss sustained by the customer due to non-
compliance of this condition will be at his/her own risk and responsibility and the Bank
will not be liable for the same in any manner.
2. The customer is free to choose a password of his own for OnlineSBI services. As a
precaution a password that in is generic nature, guessable or inferable personal data such
as name, address, telephone member, driving license, date of birth etc. is best avoided.
Similarly it is a good practice to commit the password to memory rather than writing it
down somewhere.
3. It may not be safe to leave the computer unattended during a valid session. This might
give access to your account information to others.

INDUSTRY PROFILE OF ICICI BANK
ICICI Bank started as a wholly owned subsidiary of ICICI Limited, an Indian
financial institution, in 1994. Four years later, when the company offered ICICI Bank's
shares to the public, ICICI's shareholding was reduced to 46%. In the year 2000, ICICI
Bank offered made an equity offering in the form of ADRs on the New York Stock
Exchange (NYSE), thereby becoming the first Indian company and the first bank or
financial institution from non-Japan Asia to be listed on the NYSE. In the next year, it
acquired the Bank of Madura Limited in an all-stock amalgamation. Later in the year and
the next fiscal year, the bank made secondary market sales to institutional investors.
With a change in the corporate structure and the budding competition in the Indian
Banking industry, the management of both ICICI and ICICI Bank were of the opinion
that a merger between the two entities would prove to be an essential step. It was in 2001
that the Boards of Directors of ICICI and ICICI Bank sanctioned the amalgamation of
ICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal Financial
Services Limited and ICICI Capital Services Limited, with ICICI Bank. In the following
year, the merger was approved by its shareholders, the High Court of Gujarat at
Ahmedabad as well as the High Court of Judicature at Mumbai and the Reserve Bank of
India.
Present Scenario
ICICI Bank has its equity shares listed in India on Bombay Stock Exchange and the
National Stock Exchange of India Limited. Overseas, its American Depositary Receipts
(ADRs) are listed on the New York Stock Exchange (NYSE). As of December 31, 2008,
ICICI is India's second-largest bank, boasting an asset value of Rs. 3,744.10 billion and

profit after tax Rs. 30.14 billion, for the nine months, that ended on December 31, 2008.
Branches & ATMs
ICICI Bank has a wide network both in Indian and abroad. In India alone, the bank
has 1,420 branches and about 4,644 ATMs. Talking about foreign countries, ICICI Bank
has made its presence felt in 18 countries - United States, Singapore, Bahrain, Hong
Kong, Sri Lanka, Qatar and Dubai International Finance Centre and representative offices
in United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and
Indonesia. The Bank proudly holds its subsidiaries in the United Kingdom, Russia and
Canada out of which, the UK subsidiary has established branches in Belgium and
Germany.
Products & Services
Personal Banking
• Deposits
• Loans
• Cards
• Investments
• Insurance
• Demat Services
• Wealth Management

NRI Banking
• Money Transfer
• Bank Accounts
• Investments
• Property Solutions
• Insurance
• Loans
Business Banking
• Corporate Net Banking
• Cash Management
• Trade Services
• FXOnline
• SME Services
• Online Taxes
• Custodial Services

COMPANY PROFILE
ICICI Bank Limited (the Bank) is a banking company engaged in providing a range
of banking and financial services, including commercial banking and treasury operations.
It operates under four segments: retail banking, wholesale banking, treasury and other
banking. The Bank’s subsidiaries include ICICI Prudential Life Insurance Company
Limited, ICICI Lombard General Insurance Company Limited, ICICI Trusteeship
Services Limited, ICICI Prudential Pension Funds, Management Company Limited,
ICICI Home Finance Company Limited and ICICI Securities Limited.
Products and Services
ICICI Bank is the one-stop shop for all your forex needs!
Whether your destination is Paris, Mauritius or enchanting Rome, ICICI Bank offers the
best of both worlds! We buy and sell the following :
Travellers Cheques
Foreign Currency

ICICI Bank Travel Card has made travel abroad convenient and safe. Available in US
Dollars, Australian Dollars, Canadian Dollars, Swiss Francs, Euro and Pound Sterling,
the international traveller is in fact spoilt for choice.
Features of this power-packed Travel Card:
• Replacement Card
• SMS alerts for every transaction
• Online access
• Card enabled for Internet transactions
Travellers Cheques
When you travel abroad, you can opt for Travellers Cheques (TCs) as an alternative
to cash. These are cheques issued to you that offer you the safety and security you need
when on the move.
Unlike cash, if your travellers cheques are lost or stolen they can be replaced within
24 hours, virtually anywhere in the world by most banks, service establishments and even
by a large number of merchants. In fact, TCs are considered the safest form of currency.
In addition, they make it easier for you to budget, track and control your travel expenses.
Travellers cheques are recognised worldwide. In the U.S they can be used like cash
at retail locations, hotels and restaurants. Outside the U.S they can be used like cash at
many locations, or exchanged for local currency at banks, currency exchanges, and travel
service locations

We offer you American Express Travellers Cheques in the following currencies:
United States Dollar, Great British Pound, Euro, Australian Dollars, Canadian Dollars
and Japanese Yen.
Travellers Cheques offer the following features:
• Accepted at numerous merchants for shopping
• Signature-based security
• Replacement of TCs within 24 hours across the world
• Easier for you to budget, track and control your travel expens
Foreign Currency
Foreign Currency is issued to customers travelling to another country for leisure,
business, education or any other purpose. According to FEMA guidelines, the maximum
amount of currency that can be availed of for any purpose of travel is the equivalent of
USD 3,000 We buy and sell most currencies, so wherever you are travelling, don't think
twice before visiting ICICI Bank for your forex needs!

PROCEDURE FOR OPENING AN ACCOUNT IN ICICI BANK
ICICI Bank Online Banking Services provide the largest private
bank in India right here at your desktops. Banking becomes a
pleasure as the transactions and services become instant with
ICICI Bank online Internet banking. The services provided are
totally secure and unique. These cover online account
transactions and operations, credit card and account
applications and payments, share trading and investments
through mutual funds, bill payments, statement generation and
a virtual demo of each service
Role of customer when using e-banking
•You can access ICICIBank.com only by using your User ID
and Password. During the first login attempt, it is mandatory
to change both passwords - login and transaction – which
would have been mailed to you by the bank.
If you forget your password, you will have written to us using
the "Email Us" option. The Bank will then issue a new
password and send it to your mailing address as per our
records. Kindly check with your branch that this address is
updated...
• Make sure no one can see the account login name or
password you are entering when you log on to
ICICIBank.com.
•Logout of ICICIBank.com before moving on to other

Websites.
• Before leaving the PC please "close" the browser.
• Do not write your ICICIBank.com login name or password
anywhere.
• Do not leave your login name and password such that
someone sitting at your computer could see them.
• Never reveal your ICICIBank.com login name and password to anyone (no
representative of ICICI Bank will ever ask you for your ICICIBank.com password).
• Notify ICICI Bank immediately if you notice any unusual
account activity.
• Keep all documents that include your account information in
a secure location.
• When you login you can view the date and time of your last
log in
FEATURES OFFERD BY ICICI BANK
• Balance enquiry and statement
• Transfer fund online
• Card to card fund transfer
• Use debit card online
• Prepaid mobile recharge
• Subscribe for mobile banking
• Link bank account to ATM
• Lock / activate debit cards /ATM
• Request a cheque book
• Stop payment

RESEARCH METHODOLOGY
Meaning of research
Research in common parlance refers to a search of knowledge. One can also define
research as a scientific & systematic search for pertinent information on a specific topic.
Infact, research is an art of scientific investigation. The advanced learner dictionary of
current nglish lays down the meaning of research as a’ careful investication as inquiry
especially through search for new facts in any branch of knowledge.’ Redman & Mory
define it as a ‘systematic effort to gain knowledge’.
RESEARCH DESIGN
A Research design is a framework or a blueprint for conducting the research project.
It specifies thedetails of the procedure necessary for obtaining the information needed to
structure or to solve the research problem.
The type of research design used by me is Qualitative research here I focused on the
understanding & expectations of the respondents. A major chunk of my research was
based on the conclusive research design.
DATA COLLECTION TECHNIQUES
There are mainly two broad classification of the data collection technique that are as
follows:

Secondary source: the data in the secondary source is already published and is in the
form of government publication , census, personnel record, client history and service
records.
My source of data collection is also through the secondary data available from the site of
sbi & icici banks.
Primary data: the data which is not been published at all and is used by the researcher
the very first time is known as the primary data.
The major part of my project report is based on the primary data which I have collected
through the questionnaires & personal interviews from the respondents.
Sampling technique: I took the technique of random sampling as well as non random
sampling technique. In random sampling I did not asked the respondents that in which
bank do you have an account but in non random sampling I asked them that do they use
online banking and then I made them to fill the questionnaire.
Sample size: 50

DATA ANALYSIS
PERCENTAGE OF RESPONDENTS HAVING
ACCOUNT IN SBI & ICICI BANK
SBI
ICICI
OTHERS
38%
35%
27%
Fig: 1.1
COMMENT: In the above pie chart there are 38% of the respondents who use SBI
Bank online services & 35%f the respondents use ICICI Bank online services. The
respondents who use other online bank services are 27% which shows that there are more
customers of SBI Bank.

INDUCED THE RESPONDENTS TO
BEGIN E-BANKING
50%
26%
22%
18%
76%
0%
10%
20%
30%
40%
50%
60%
70%
80%
1
OPINIONS
PERCENTAGE
EASY & QUICK
TRADITIONAL
ACCOUNT
BRAND NAME
ADVERTISEMENT
REFFERED BY
FRIENDS
Fig: 1.2
COMMENT: From the above chart it is clear that the major part that is 76% is of easy
& quick which made people to go for e-banking. The least part i.e. 18% which is referred
by friends made people to go for e-banking.

AWARENESS ABOUT THE E-
BANKING SERVICE
68%
28%
14%
0%
10%
20%
30%
40%
50%
60%
70%
80%
1
OPINIONS
PERCENTAGE
FULLY AWARE
HAD AN IDEA
NO AWARENESS
Fig: 1.3
COMMENT: more than half of the people were aware of the e-banking services
provided by the bank.

FACTORS CONSIDERED WHILE
OPENING AN E-BANK ACCOUNT
0%
0%
10%
2%
6%10%
12%
10%
26%
20%
22%
86%
50%
48%
0%
12%
5%
1%
6%
18%
8%
28%
22%
26%
0% 50% 100%
1
2
3
4
5
FACTORS
PERCENTAGE
MOST IMP
IMP
NEUTRAL
NOT IMP
LEAST IMP
Fig:1.4
COMMENT: There were 5 factors ( convience, easy to maintain bank transaction,
low service charge, safe & secure, better rates) out of which responends hasve to rank
them according to their importance. The chart above shows the ranking of the
respondents.

Table showing main transactions preferred by respondents to do by net
MAIN TRANSACTION PREFERED BY RESPONDENTS TO DO ON NET
Order a cheque book 1
Money transfers 2
Credit fixed deposit on line 3
Request a demand draft 4
Checking your current balance 5
Pay bills 6
Request for stopping a payment on cheque 7
Seeking product rate information 8
Calculate loan payment information 9
Download loan application form 10
Apply for consumer loan 11
Inter account transfers 12
COMMENT: The most common transactions done by the people on net were
checking the current balance, paybills and seeking product rate information

RATING OF E-BANKING SERVICE PROVIDED
BY THE BANK
1111
0%
32% 34%
12%14%
0%
20%
40%
60%
80%
100%
120%
1 2 3 4 5
RATING
PERCENTAGE
EXCELLENT
VERY GOOD
GOOD
AVERAGE
POOR
Linear
(EXCELLENT)
Fig : 1.6
COMMENT: The average e-banking service rating of the banks were very good
(34%) that means that the customers are satisfied by their perspective banks.

THE BEST E- BANK SERVICE
28%
54%
18%
ICICI BANK
SBI BANK
OTHERS
Fig:1.7
COMMENT: The best e-bank service is of SBI Bank comprising the choice of 54%
individuals.

FINDINGS
1. In the users ratio SBI Bank has more number of customers of e-bank account than
the ICICI Bank.
2. More banks are connecting to the software companies to run the e-banking
service. In these services SBI Bank is in the top in proving the service.
3. The services used by most of the customers are checking the current balance of
there account, order a cheque book, and pay bills, online trading, seeking product
rate information and interaccount transfers.
4. Most of the people feel safe while disclosing there details on net.
5. The most important factor that the people consider while opening an online bank
account is convenience&easy and quick
6. The best e-bank service is provided by the SBI Bank.
RECOMMENDATIONS
1. The banks should advertise more of the e-banking services
2. They should reduce there service charge so that more number of customers can
use it.
3. ICICI Bank should know the reason that why its e-bank is not progressing.
4. There should be customer satisfaction by providing plans on e-banking services.

CONCLUSION
Atlast I want to conclude that the best e-banking service is provided by the SBI Bank
while comparing it with the ICICI Bank. That means the public sector bank is
progressing thanthe private sector bank. This is a great achievement for the bank and for
the nation. The respondents took keen interest in filling the questionnaires and made my
research fruitful. banks should also look for increasing there online services.
LIMITATIONS
1. Errors while making calculations are likely to creep in.
2. The biggest limitation is the time.
3. The respondents can be biased in supporting a particular Bank.
BIBLIOGRAPHY
BOOKS:
1. E-Banking in India
2. Money & Banking
Internet sites
1. www.sbibank.com
2. www.icicibank.com
3. www.wikipedia.com
4. www.ehow.com

Comparing E-Banking Services of SBI and ICICI Bank

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