this is a kind of research paper on financial inclusion and e-banking services awareness among the customer of State Bank of India with special reference to customer of Agra... the sample size of study is small because of limited time periiod...

1. 1
Term Paper
Topic- Financial Inclusion and E-
Banking Services (ATM) awareness
among the customer of SBI
Submitted by:
Trishala Gautam
Economics Honors.
Dept of Economics
Dayalbagh Educational Institute

2. 2
ACKNOWLEDGEMENTS
I would like to express my special thanks of gratitude to my advisor Professor Ruby Singh, who
have been a tremendous mentor for me. I would like to thank her for encouraging my research
and for allowing me to grow as a researcher. Her advice on both research as well as on my career
have been priceless. I also want to thank her for letting my defense be an enjoyable moment, and
for her brilliant comments and suggestions.
I would also like to thank my parents, friends, colleagues, and whosoever helped me in the
completion of this research and supported me in writing, and incenting me to strive towards my
goal.
Secondly I would like to thank almighty God without their blessings I won’t be able to complete
my research.
At last I would like to say that this research work will not only provide marks to me but have a
great contribution in increasing my knowledge.
Once again thanks to all who helped me out in finishing this research on time.

3. 3
INDEX
SR.NO. CONTENTS PAGE NO.
01. Introduction 04
02. Need of the study & Objective of the study 05
03. Financial Inclusion in India & ATM Services. 06
04. Research Methodology 09
05. Data analysis 10
06. Recommendation & suggestions 19
07. Conclusion 19

4. 4
INTRODUCTION
Even after 60 years of independence, large sections of Indian population still remain unbanked.
This malaise has led generation of financial instability and pauperism among the lower income
group who do not have access to financial products and services. However, in the recent years
the government and Reserve Bank of India has been pushing the concept and idea of financial
inclusion.
Financial inclusion is the delivery of financial services at affordable costs to vast sections of
disadvantaged and low income groups (for example "no frill accounts")
The development of plastic money is one of the recent Phenomenon's in the banking sector.
Plastic money is a charge card. It is a debt instrument issued by some specialized companies. It is
one step forward towards cashless society. The operation is through electronic funds transfer
{EFT} installations and inter-bank network. The objective is to provide convenience and
security. It eliminates cash transactions, and protects from the danger of pick pocketing a lot of
cash. There is usually interest free credit for 30 to 45 days.
State Bank of India:
State Bank of India (SBI) is the largest commercial bank in India in terms of assets, deposits,
profits, branches, customers and employees. The Government of India is the single largest
shareholder of this Fortune 500 entity with 61.58% ownership. SBI is ranked 60th in the list of
Top 1000 Banks in the world by magazine "The Banker" in July 2012.
SBI has an extensive network; with over 20,000 plus branches in India and another 191 foreign
offices spread over 36 countries across the world. Arundhati Bhattacharya is currently the Chair-
Managing director of the State Bank of India. She is the first woman to be the Chairperson of
State Bank of India

5. 5
NEED OF THE STUDY
 Indian is one of the most populous countries in the world but less number of peoples who
are well aware with E- Banking Services.
 I have taken the special case of SBI because it is one of the leading bank in the country so
it is again important to know how much their accounts holder are well aware with their
E- Banking services (ATM) facility
 Current Government is keen focus to bring all people in financial inclusion which
ultimately strengthens the economy it is important to know the current state of Financial
Inclusion in India.
 E-banking is also bring transparency, enhance insurance penetration, improve financial
Inclusion so it is important to know the problem in E banking (ATM)
OBJECTIVE OF THE STUDY
1. To examine the current status of ATM machines of SBI in Agra
2. To study the awareness of uses of ATM cum Debit card among the customers of SBI
3. To know the contribution of SBI in Financial inclusion in India
4. To find out the problem in ATM services & suggest action plan to improve ATM
Services.

6. 6
FINANCIAL INCLUSION IN INDIA
Financial inclusion, broadly understood as access to the formal financial sector for the
marginalized and formal-finance deprived sections of society, has increasingly come to the fore-
front of public discourse in recent years. Policymakers all over the world are exploring ways and
means to ensure greater inclusion of the financially excluded segments of society.
The big push towards financial inclusion in India has emanated from the Pradhan Mantri
JanDhan Yojana (PMJDY) in August 2014 and the JanDhan Aadhaar Mobile (JAM) trinity
articulated in the Government’s Economic Survey 2014-15 as well as the special thrust on
financial inclusion by the Financial Stability and Development Council (FSDC).
Apart from the regulatory thrust on branch expansion, in order to provide basic banking services
to the marginalized sections of society, banks were advised to open ‘no-frills’ accounts, which
were subsequently labeled as Basic Saving Bank Deposit Accounts (BSBDA).
In the past five and a half years, these BSBD accounts have risen more than six-fold and nearly
half of these accounts were opened through Business Correspondents (BCs) as shown below:
50
75
110
190
305
410
505
60
100 110
180
250
400
450
2010-11 2011-12 2012-13 2013-14 2014-15 2015-16 2016-17
Progress in No Frills/ Basic Savings BAnk Accounts
amount outstanding ( Rs. billion) number of accounts (million)

7. 7
Current Status of Financial Inclusion India
The statistics on financial exclusion in India provides a very depressing picture.
 Out of over 600,000 rural habitations in the country, only about 30,000 or just 5% have a
commercial bank branch. Just about 40 per cent of the population across the country has
bank accounts and this ratio is much lower in the north-eastern part of the country.
 The proportion of people having any kind of life insurance cover is as low as 10 per cent,
and the proportion having non-life insurance is an abysmally low 0.6 per cent.
 People having debit cards comprise only 13 per cent and those having credit cards a
marginal 2 per cent.
 Out of the total number of saving bank accounts the vast majority are dormant. Status of
active ‘no frill accounts’ is altogether alarming.
 All across India, less than 10% of the ‘no frill accounts’ are active.
 In the absence of financial literacy, very few conduct banking transactions and even few
receive credit from formal financing channels.
ATM SERVICES
The development of plastic money is one of the recent Phenomenon's in the banking sector.
Plastic money is a charge card. It is a debt instrument issued by some specialized companies. It is
one step forward towards cashless society. The operation is through electronic funds transfer
{EFT} installations and inter-bank network. The objective is to provide convenience and
security. It eliminates cash transactions, and protects from the danger of pick pocketing a lot of
cash.
What is Debit Card?
A debit card is basically a card used for fund transactions. Going by the name plastic cash, bank
card and more, you can enjoy electronic access to your savings account in any bank via ATMs.
You can deposit and withdraw as per your convenience this way without the hassle of standing in
long queues. Same can be utilized for mobile banking and internet banking.
Types of Debit Cards in India
1. Visa Debit Cards These debit cards are issued with the bank’s tie-up with VISA
payment services providing the Verified by Visa (VbV) platform for online transactions.
2. Visa Electron Debit Cards Visa Electron debit cards are very similar to Visa debit cards
but these cards do not provide the overdraft feature.
3. MasterCard Debit Cards A MasterCard Cirrus Card or a MasterCard Maestro Card
gives customers access to their funds worldwide and they can perform online transactions
using their bank accounts on the MasterCard Secure Code platform.

8. 8
4. Contactless Debit Cards Customers can make payments with just a tap or wave of their
contactless debit cards near PoS terminals, with the cards working on Near Field
Technology (NFC) thereby making electronic payments safer.
5. RuPay Debit Cards Introduced as a domestic card scheme by the NPCI, RuPay debit
cards facilitate online purchases and transactions on the Discover network and ATM
transactions under the National Financial Switch network.
6. Maestro Debit Card Founded in 1992, Maestro from MasterCard is a premier,
international debit card service that has been popularly adopted at over 13 million
locations spread across 100+ countries around the world. With the advent of debit cards
in the 1970s, a consumer’s life became much simpler.
Almost every bank in India offers debit cards with different features and benefits depending on
the bank account held by the user. Generally these debits cards are issued in collaboration with
various payment platforms to provide a secure platform for users to transact on.
State Bank of India:
SBI has an extensive network; with over 20,000 plus branches in India and another 191 foreign
offices spread over 36 countries across the world. Arundhati Bhattacharya is currently the Chair-
Managing director of the State Bank of India. She is the first woman to be the Chairperson of
State Bank of India
State Bank offers the convenience of over 43,000+ ATMs in India.
Besides all cards of State Bank of India, State Bank ATM-Cum-Debit Card and State Bank
International ATM-Cum-Debit Cards following cards are also accepted at State Bank ATMs:
1. State Bank Credit Card
2. Cards issued by other banks displaying Maestro, Master Card, Cirrus, VISA and VISA
Electron logos
3. All Debit/ Credit Cards issued by any bank outside India displaying Maestro, Master
Card, Cirrus, VISA and VISA Electron logos.
4. State Bank ATM-cum-Debit (State Bank Cash plus) Card:
India's largest bank offers a range of debit cards to suit needs. Apart from access to ATM
network these cards can be used at merchant establishments.
Arundhati Bhattacharya, chairperson of SBI said it would add up to 5,000 ATMs in FY17.

9. 9
RESEARCHMETHODOLOGY
Sampling method: The in- depth interview procedure for this study will be limited to Agra
City only as there are some certain limitation. And it has been already mentioned that the
interview will be only on the users of SBI ATM services.
Data Collectionmethod: The primary data will be collected in form of questionnaire from
the users of SBI ATM Services.
Data Analysis method: The data analysis of this research will mostly represent by
qualitative manner.
Sample size:
Sample size Respondents AGE GROUP
25 Customer of SBI in Agra 18-50
Population: Customer of SBI
Sampling method: Random sampling
Time period: 2 months
Statisticaltools:, Graphical representation
Geographicalarea:Sunderbagh dayalbagh, Agra

10. 10
To know the customer’s response regarding ATM services researcher made a primary study on
this topic through Questionnaire method, in which sample size is 25 and the age group of sample
is 18-50. The time period of study is 1 month and the geographical area is Jeevan Jyoti branch of
state bank of India, Agra. In this investigation, 25 questionnaires were distributed; all were
recovered, among customer of SBI respectively
Chart 1 shows, the surveyed population, Males accounted for 14(56%) and Females
accounted for 11(44%).
1. Do you have an ATM Card?
80% of the respondent i.e. 20 out of 25 said that they have ATM cards while 20% i.e. 5 out of 25
of the respondent says that they don’t have ATM card
56%
44%
1. Gender Ratio
Males
female
80%
20%
Do you have an ATM Card
yes no
DATA ANALYSIS

11. 11
Rest of the study is out of 20 respondents
2. How often do you use an ATM CARD?
25% respondent use their ATM less than 3 times in months,70% use 3-6 times in a month
5% use their 7-10 times in a month no respondent use their ATM more than 10 times in a
month.
3. Which attribute of bank do you like the most.
50% respondent like Quality of services provided by the bank, 20% like technology used by
bank, 20% like trust, 5% like location whereas 5% like type of bank.
25%
70%
5%
0%
Frequency of using ATM in a Month
< 3 time in a month
3- 6 times in a month
7-10 times in a month
> 10 times in a month
quality of
service
technology
used by
banks
trust location type of bank
Important Attributes of Bank 50% 5% 20% 20% 5%
0%
10%
20%
30%
40%
50%
60%
Important Attributes of Bank

12. 12
4. Which factors motivate you to use the new techniques in banking (Atm services)?
50% respondent use Atm because of ease of use, 30% for reduce time of location, 10% for
cost effectiveness, 1% for emergency purpose only, and 1% for availability of Atm centers &
24*7 accessibility.
5. What is the main purpose of you to use Atm cards?
70% respondent use Atm cards for withdrawing cash, 20% use for online shopping and 10%
use for utility bill payment.
50%
30%
10%
5%
5%
Most motivating Factor to Use new technique
in banking (ATM Sevices)
reduce time of location
cost effectiveness
ease of use
emergency purpose
availability of Atm centers & 24*7
accesibility
cash withdrawal
utility bill payment
online shopping
70
10 20
Main Purpose of ATM use
cash withdrawal utility bill payment online shopping

13. 13
6. Is your Atm card ever been misused?
Only 10% respondents Atm cards have been misused.
7. Have you complaint regarding the fraud?
80% respondents have complaint regarding fraud whereas 20% haven’t.
10%
90%
Misuse of ATM card
yes no
80
12
yes no
Complaint Regarding the Fraud

14. 14
8. Any action has been taken regarding fraud by bank? (out of 16repondents)
93.75% banks have take action regarding fraud whereas 6.25% of banks don’t take any
action regarding fraud.
Now further questions were based on analysis of various factors on the
basis of consumer opinion. It is divided in 5 categories highly satisfied,
Satisfied, Neutral Dissatisfied and Highly Dissatisfied.
9. Opinion about following factors:
yes no
93.75
6.25
Action Taken by bank regardingFraud
yes no
80%
10%
10%
1. Ease of Use
Highly Satisied
Satisfied
Neutral
Out of the 20 respondent 70% are highly satisfied 16% are satisfied and 14% are neutral

15. 15
Out of the 20 respondent 60% are satisfied 20% are dissatisfied, 15% are neutral and 5% were
highly dissatisfied
Out of the 20 respondent 40% are highly satisfied, 25% were satisfied, 5%are neutral, 15% are
dissatisfied & dissatisfied and 15% were highly dissatisfied.
60%20%
15%
5%
2. Service Security
Highly Satisied Satisfied Neutral Dissatisfied Highly Dissatisfied
Highly Satisied
40%
Satisfied
25%
Neutral
5%
Dissatisfied
15%
Highly
Dissatisfied
15%
3. InformationRelated to PromotionalServices

16. 16
Out of the 20 respondent 35% are highly satisfied, 45% were satisfied, 15% are neutral, 5% are dissatisfied.
Out of the 20 respondent 40% are highly satisfied, 45% were satisfied, 5% are neutral, 5% are dissatisfied
and 5% were highly dissatisfied.
Highly Satisied
35%
Satisfied
45%
Neutral
15%
Dissatisfied
5%
Highly Dissatisfied
0%
4. Location & No. Of Atm Centres
40%
45%
5%
5%
5%
5. Bill Paymemts
Highly Satisied Satisfied Neutral Dissatisfied Highly Dissatisfied

17. 17
Out of the 20 respondent 70% are highly satisfied, 10% were satisfied, 10% are neutral, 10% are
dissatisfied.
Out of the 20 respondent 55% are highly satisfied, 30% were satisfied, 5% are neutral, 5% are
dissatisfied..
Highly Satisied
70%
Satisfied
10%
Neutral
10%
Dissatisfied
10%
6. Inter bank Account TransferFacility
highly satisfied
60%
satisfied
30%
neutral
5%
dissatisfied
5%
7. Transaction Alert

18. 18
Out of the 20 respondent 45% are highly satisfied, 20% were satisfied, 15% are neutral, 10% are dissatisfied
and 10% were highly dissatisfied.
On the basis of above analysis we can say that consumer is highly satisfied with location of
ATM followed by no of ATM centers, bank should make improvement in itself on service
security variety of transaction information related to promotional offers & need most
improvement in quantity of cash because customer are highly dissatisfied on this ground.
45%
20%
15%
10%
10%
8.E-Purchasig
Highly Satisied Satisfied Neutral Dissatisfied Highly Dissatisfied

19. 19
RECOMMENDATION & SUGGESTIONS
The main purpose of this study is to identify the awareness level of ATM users. On the basis of
analysis we make several important suggestions for improving the awareness of the ATM users
of SBI in Agra.
1. Bank should take initiative to organize training and awareness programs for their
customers to boost use of e-banking.
2. Present usage of ATM services is good in Agra city. Further by installing on-site and off-
site ATMs at rural area at rural area convenient locations helps to enhance this service to
rural people.
3. It is recommended that if availability of ATMs increases in rural area then there will be
more ATM business.
4. Bank should better customer service while operating the ATM
5. The banks should increase cash withdrawal capacity from ATMs that will be helpful for
customers for urgent needs
6. Banks should provide the information about the usage of ATM in the ATM centers.
7. It is recommended that the banks should add facility of depositing cash in ATM centre
and it will reduce work pressure on bank employees, for depositing cash and also save
customers from waiting in queues for depositing cash.
8. Bank should reduce the cost incurring on ATM transactions.
9. Banks should facilitate the generator and invertors in case of power failure.
10. Bank should provide the complaint book in ATM centres.
11. Banks should facilitate the security measures in ATM centres by providing the security
guards, alarming system, CCTV Camera and telephone system for the sake of customers.
CONCLUSION
On the basis of primary study we can say that consumer is highly satisfied with location of ATM
followed by no of ATM centers, bank should make improvement in itself on service security
variety of transaction information related to promotional offers & need most improvement in
quantity of cash because customer are highly dissatisfied on this ground.
REFERENCES
 https://www.sbi.co.in/portal/web/about-us/about-us
 https://en.wikipedia.org/wiki/Financial_inclusion
 http://financialservices.gov.in/banking/financialinclusion.asp