summer internship report on digital banking (Punjab & Sind Bank)

Jayoti vidyapeeth women’s university Page 1
A Certified project REPORT
ON
DIGITAL BANKING
Punjab and sind bank
Submitted in Partial Fulfillment of the Required Credits for the Degree of
BACHelor of BUSINESS ADMINISTRATION
SuPERVISEDby Submittedby
Name PREETI MISHRA PALLAVI SINGH
Designation ASSISTANT PROFESSOR JV-I/16/9402
Organization JVWU, JAIPUR
Faculty of LAW & GOVERNANCE

Jayoti Vidyapeeth Women’s University, Jaipur
ACKNOWLEDGEMENT
At the outset, I express my heartfelt thanks & gratitude to those who sincerely helped and supported
me throughout the project I have undertaken to do & without whose active support & help it would
not have been possible for me to complete the venture. As such, I once again extend my sincere
thanks & gratitude to all of them.
To this effect, at first I take the opportunity to express my profound gratitude and deep regards to my
guide miss. Shikha jalan ma’am assistant professor of faculty of management & commerce for his
active guidance and constant supervision together with time to time providing with necessary
information connected with the project following active support in completing the project.
I also take the opportunity to express my heartfelt gratitude to my college mentor Dr. Mini Arawatia,
assistant professor of faculty of Management and commerce, jayoti vidyapeeth women’s university,
Jaipur. for extending his cordial support, providing valuable information and guidance, which helped
me a lot in completing the task at various stages.
Moreover, I would also like to express my heartfelt gratitude to Mr. Tarun Sain, Branch Manager Of
Punjab & Sind Bank, Khurja jn. And, I would like to, give special thanks and gratitude to Mr.Ankit
Sharma, for mentoring and providing the necessary data and information as and when required
throughout the project.
Finally, I would also like to express my earnest gratitude to my friends and family members for their
constant support & encouragement without which the assignment would not have been completed,
besides the constant blessings of Almighty
PALLAVI SINGH
JV-I/16/9402

EXECUTUVE SUMMARY
Punjab and Sind Bank is a leading Public Sector bank and a major bank in Northern India. The
Banks business is taking deposits, and making advances and investments and is principally
divided into retail banking, corporate banking, priority sector banking, treasury operations and
other banking services such as agency functions for insurance, distribution of mutual funds and
pension and tax collection services. They have various deposit products, such as current, savings
and term deposits for our customers.
In retail banking, the bank provides loans and advances for housing, trade, automobiles,
consumer durables, education and personal loans. We provide commercial banking products and
services to corporate customers, including mid-sized and small businesses and government
entities.
In corporate banking, the Banks loan products include term loans to finance capital expenditure
of assets across various industries as well as short-term loans, cash and export credit and other
working capital financing and bill discounting facilities. They also provide credit substitutes,
such as letters of credit and guarantee. They also engage in syndication of loans provided by
other financial institutions and other fee-based services such as cash management and remittance
services.
In the priority sector, the Bank offers direct financing to farmers for production, as well as
indirect financing for infrastructure development and credit to suppliers of agricultural inputs.
They also offer a wide range of general banking services to our customers including ATM cards,
cash management, remittance services and collection services.
The Bank also distributes third-party products such as life and non-life insurance policies through
corporate agency agreements with Aviva Life Insurance Company India Pvt Ltd and Bajaj
Allianz, respectively, and mutual funds with UTI AMC through a distribution agreement. They
also act as an agent for various state governments and the GoI on numerous matters including the
collection of taxes and payment of salary and pension.
The Bank delivers their products and service through a wide variety of channels ranging from
bank branches and ATMs. They have branch presence across India, with a presence
predominantly in north India. As of July 31, 2010, the Bank has over 920 branches / extension
counters and 63 ATMs spread across the country. Out of these 920 branches, they have 49

specialised branches including specialised agriculture branches, personal banking branches and
MSME branches and one locker branch to cater to their customers from varied sectors including
our priority sector customers.
Punjab and Sind Bank was incorporated on June 24, 1908 with the name The Punjab and Sind
Bank Ltd in Amritsar, Punjab. The Bank was established by Bhai Vir Singh, Sir Sunder Singh
Majitha and Sardar Tarlochan Singh. The Bank was founded on the principle of social
commitment to help the weaker section of the society in their economic endeavors to raise their
standard of life.
In April 1980, the Bank is one of the six banks nationalized by the GoI. Thus, the Bank became
GoI undertaking and the name was changed to Punjab & Sind Bank. In March 22, 1986, the Bank
established Sutlej Gramin Bank as a regional rural bank in the state of Punjab, under the name
Faridkot - Bathinda Kshetriya Gramin Bank.
In July 2004, the Bank in collaboration with ICICI Bank Ltd launched the Punjab & Sind Bank-
ICICI Bank Credit Card. The Bank made special tie-up arrangements for Non Life insurance
business with Bajaj Allianz General Insurance Company and Life Insurance business
arrangements with Aviva Life Insurance Company India Pvt Ltd for providing their valued
customers all the insurance related services under one roof.
In the annual Business Today-KPMG survey of Best Banks in India 2008, the Bank was ranked
number one in the list of Small Sized Best Banks in India. In June 24, 2010, the first CBS branch
was rolled-out. In February 24, 2010, the Bank signed a 10-year contract with IT major Wipro
Ltd for comprehensive IT outsourcing services for the Bank.
In December 2010, Punjab and Sind Bank came out with the public issue of 4,00,00,000 equity
shares aggregating to Rs 470.82 crore. The fund proceeds would be utilised for business
expansion. At the same time, the bank plans to increase their branch network from 920 to 1,000
by the end of March 2011.

Objectives of the Study:
 To understand the concept, features and evolution of Banking, traditional and digital/ E-
Banking.
 To identify various e-banking services offered by Indian banks
 To study and analyze the progress made by Indian banks in adoption of technology in the
banking
 To study the shift of Punjab and sind bank from traditional to modern banking.
 To study the challenges faced by Indian banks in adoption of technology in the banking
sector.
 To understand the response, views and understanding of the customers of Punjab and sind
Bank and also the population in general about the digital banking.
 To make an analysis of the competition between Punjab and sind bank and its competitors
with respect to digital banking features, advantages that Punjab and sind bank has over the
other banks with respect to digital banking and vice versa.
Limitations of the study:
 The project is carried out in UP so the entire analysis is based on the information, data
and customer response that were accumulated there.
 The number of customers who participated in the analysis was less then equal to 150 of
which majority were men and very few women who are integral part of the customer of
various banks.
 The customers were reluctant to answer the questionnaires based on banks, Punjab and
sind bank and digital banking.
 The duration for the project was 2 months, so the data collected and the analysis made
thereof is not comprehensive.

OPERATIONAL DEFINITION
The analysis of the topic digital banking would be carried out by making a thorough study of the
concept of digital banking and its features benefits to the customers and the banking industry the
challenges faced at present regarding the adoption of technology in the banking services the services
offered by PSB and its competitors to the customers and its analysis. The analysis will be based on
the data received information collected responses and using various mathematical tools to analyze
the data so collected. The project will mainly focus on the analysis of the introduction of digital
banking by PSB features of the digital banking of PSB and its competitors the growth in usage of
digital banking among the people of the country and of the customers of PSB bank and also the
status of PSB bank in relation to other banks in term of its varied products and services pertaining to
the digital banking.
RESEARCH METHODOLOGY
Research methodology is a methodology for collecting
all sorts of information & data pertaining to the subject in question. The objective is to examine all
the issues involved & conduct situational analysis. The methodology includes the overall research
design, sampling procedure & fieldwork done & finally the analysis procedure. The methodology
used in the study consistent of sample survey using both primary & secondary data.
TYPE OF RESEARCH:Pure research
 Also called as the fundamental or the theoretical research.
 Is basic and original.
 Done to improve understanding.

 Helps in getting knowledge without thinking formally of implementing it in practice
based
 on the honesty, and integrity of the researcher for discovering the truth.
COLLECTION OF DATA: - The data can be collected from primary and secondary sources.
The basic premises of my study is primary data .Convenient sample that was representative of the
target market was chosen, the respondents were contacted personally and the instrument used for
collecting data is questionnaire. Statistical Data can be classified into two categories: -
1) Primary Sources
2) Secondary Sources
Primary Data: - Primary data is collected by using the questionnaire method.
Secondary Data: - The Main sources of Secondary data are combination of information from the
internet and books of the related topic.
Sample Size: - Sample of 100 people was taken into study, and their data was collected.
Sampling Technique: - To study the Project, a Simple Random Sampling technique is used.
Results/Outcome:
The results of this study will give us a clear conception and understanding of digital banking. Hence
at the end of the project I would be able to clearly define the following
 Traditional Banking and Digital banking its concepts, features and the growth that digital
banking has on the former.
 The various concepts of digital banking products and services introduced by Punjab and
sind bank.
 The shift of customer base towards using e-banking for their daily banking transactions
from traditional banking services with the help of graphs, charts.

Conclusion:
Banking in India is supportive, technically advance and vigorous. In a country like India there is
need for providing better services to customers. Banks must be concerned about the attitudes of
customers with regard to acceptance of online banking. The importance of security for acceptance of
internet banking is a very important issue and it was found that people have weak understanding of
internet banking, although they are aware about risk. The study shows that customers are more
reluctant to new technologies that might contain little risk. Hence, banks should design the website
to address and trust issues as well.
RECOMMENDATION:
 Manage the information that’s vital to the digital banking. For banks to create new sources
of value, they need to understand the data that makes up their customers code halos of value
each individual’s unique virtual identity.
 They should act strategically providing a cohesive, cross-channel experience requires an
enterprisewide approach.
 Calculate the cost of not adopting digital banking: lost opportunity, customer irritation and
stagnation in new customer growth and product sales.
 Banks should also ensure that online banking is safe and secure for financial transaction
similar to the traditional banking.
 Banks should also organize seminar and conferences to educate the customers regarding uses
of online banking as well as security and privacy of their accounts. To sum up, opportunities
in e-banking are immense but the only need is to explore them.

TABLE OF CONTENTS
MAIN BODY OF REPORT
INTRODUCTION
RELATIONSHIP OF PUNJAB AND SIND BANK: DIGITAL
BANKING
BANKING INDUSTRY
INDIAN BANKING SYSTEM
PERFORMANCE OF INDIAN BANKING INDUSTRY
COMPANY PROFILE
OPERATIONAL STRACTURE OF PUNJAB AND SIND BANK
BUSINESS FOCUS
DIGITAL BANKING
1. MOBILE BANKING
2. RTGS (REAL TIME GROSS
STATEMENT)
3. NEFT (NEW ELECTRIC FUND TRANSFER)
4. UNIFIED PAYMENT INTERFACE (UPI)
5. BHARAT BILL PAYMENT SYSTEM (BBPS)
6. POINT OF SALE
7. BHARAT QR CODE
8. AADHAR PAY
9. AADHAR SEEDING

10. SMS BANKING
ATM/DEBIT CARDS
1. RUPAY CARDS
2. DEBIT CARDS
3. ATM/DEBIT CARDS & CHARGES
4. RUPAY INSURANCE PROGRAM
5. CARD SAFETY MEASURES
6. DO’S & DON’T
7. DEBIT CARD GREEN PIN FACILITIES
LIVING DIGITAL: THE DEMONETIZATION
OPPORTUNITIES
DIGITAL BANKING STEP TOWARDS SUCCESS
ANNEXURE:1
BANKER’S QUESTIONNAIRE 59
ANNEXURE:2
CUSTOMER’S QUESTIONNAIRE
Conclusion
Recommendation
Bibliography

INTRODUCTION

BANKING
Bank is a lawful organization an establishment authorized by the government to accept deposits that
can be withdrawn on demand, pay interest, clear checks, take loans, act as an intermediary in
financial transactions, that creates money by lending to a borrower, thereby creating a corresponding
deposit on the bank’s balance sheet and provide other financial services to its customers.
TRADITIONAL BANKING
Traditional banking means performing banking transactions in a brick and mortar structure. The
customer has to visit the branch of the bank in person to perform the basic banking operations such
as account enquiry, funds transfer, cash withdrawals, applying for loans etc. Hence, physically
visiting the bank is essential for a customer to avail the banking service as there is no use of
information technology in carrying out the banking transactions. Some of the traditional banking
activities are as follows:
a) Opening an account
b) Creating of deposits
c) Renew of fixed deposits
d) Withdrawals
e) Apply for loans
f) Transfer funds between accounts within the banks.
IMPACT OF TECHNOLOGYIN BANKING SECTOR
The information technology has revolutionized aspects for our life. The world at large is entering
into the ‘NET AGE’, internet or simply ‘NET’ is an interconnection of computer communication
networks covering the whole world. The relationship between IT and Banking is fundamentally high
because of which it is expected to reduce costs and facilitate customized products. The advent of
information technology to every aspect of human life and business has been so obvious that it does
not need to be accentuated more. Information technology has been of great essence in banking
system. Today both public and private sector banks are trying to rapidly transform itself from
traditional banking to relationship banking by establishing direct relationship with customers
through the introduction of IT in banking known as “DIGITAL BANKING”. The following has
been implemented effectively to introduce technology in the traditional form of banking namely
 COMPLETE CENTRALIZED SOLUTION
 b) CLUSTER APPROACH

 c) HIGH TECH BNK WITHIN BANK
SHIFT FROM TRADITIONALBANKING TO MODERN BANKING:
The Banking sector in India has experienced a rapid transformation. Just about a decade back this
sector was limited to the sarkari (read nationalized) and co-operative banks. Then came the multi-
national banks, but these were confined to serving an elite few. The opening up of the Indian
banking sector to private players acted as 'the tipping point' for this transformation. The deregulatory
efforts prompted many financial institutions (like HDFC and ICICI) and nonfinancial institutions
enter the banking arena. With the entry of private players into retail banking and with multinationals
focusing on the individual consumer in a big way, the banking system underwent a phenomenal
change. Multi-channel banking gained prominence. For the first time consumers got the choice of
conducting transactions either the traditional way (through bank branch), through ATMs, the
telephone or through the Net. Technology played a key role in providing this multi-service platform.
The entry of private players combined with new RBI guidelines forced nationalized banks to
redefine the core banking strategy and technology was central to this change.
TRANSFORMATION TO DIGITAL BANKING:
E-Banking started with the introduction of computers and ATM in 1970’s. The addition of internet
and mobile banking has revolutionized banking services. Banks use EBanking facilities to offer a
wide range of products and services. This development has been leading to the creation new
business models involving banks and non-banks entity such as internet service providers and other
technology firms.
E-BANKING/DIGITAL BANKING:
Online banking, also known as internet banking, e-banking or virtual banking, is an electronic
payment system that enables customers of a bank or other financial institution to conduct a range of
financial transactions through the financial institution's website. E-banking includes the systems that
enable financial institution customers, individuals or businesses, to access accounts, transact
business, or obtain information on financial products and services through a public or private
network, including the Internet. Customers access e-banking services using an intelligent electronic
device, such as a personal computer (PC), personal digital assistant (PDA), automated teller machine
(ATM), kiosk, or Touch Tone telephone. While the risks and controls are similar for the various e-
banking access channels, this booklet focuses 10 | P a g e Specifically on Internet-based services due
to the Internet's widely accessible public network. Accordingly, this booklet begins with a discussion
of the two primary types of Internet websites: informational and transactional.

Some of the modes of E-Banking are:
a) Automated Teller Machines
b) Internet Banking
c) Mobile Banking
d) Phone Banking
e) Sms Banking etc.
FEATURES OF E-BANKING:
A) A bank customer can perform non-transactional tasks through online banking, including –
1. Viewing account balances
2. Viewing recent transactions
3. Downloading bank statements, (for example in PDF format)
4. Viewing images of paid cheques.
5. Ordering cheque books
6. Download periodic account statements
7. Downloading applications for M-banking, E-banking etc.
B) Bank customers can transact banking tasks through online banking, including –
1. Funds transfers between the customer's linked accounts
2. Paying third parties, including bill payments (see, e.g., BPAY) and third party fund transfers (see,
e.g., FAST)
3. Investment purchase or sale
4. Loan applications and transactions, such as repayments of enrollments
5. Credit card applications
6. Register utility billers and make bill payments
7. Financial institution administration
8. Management of multiple users having varying levels of authority

RELATIONSHIP OF PUNJAB AND SIND BANK- DIGITAL
BANKING
We encourage use of alternate delivery channels and promote cashless transactions for utility
payments and shopping etc. Our Bank has the following alternate delivery channels in place which
may be used by customers of the Bank:
Internet Banking
This facility is available both to Retail and Corporate customers
Who can use
 Statement all of Accounts
 Fund Transfer Facilities
 Self/Linked Account Transfer
 External Fund Transfer (NEFT-Inter Bank)
 Third Party Transfer (Within Bank)
 Bill Payments
 Tax Payments (Direct Tax, DVAT/CST)
Existing as well as New Customers can avail Net Banking
Facility of the Bank.
Nearly all types of Utility Bill payments can be made through
our Net banking facility including Inter Bank & Intra Bank
transfer of funds.
Mobile Banking
Features available through Smart Phone
with NET Connectivity:
USSD based Mobile Banking for Basic Phones
(Other than Smart Phones):
Balance Enquiry
 Mini Statement
 Intra-bank Fund Transfer
 Inter- Bank Fund Transfer (through NEFT
 having a cut-off time 8am to 7pm)
 Fund Transfer through IMPS facility (Instant
 and 24*7 any time funds transfer)
 No Internet required
 Services available 24x7 any time
 Balance Inquiry
 Mini Statement
 Fund Transfer (Mobile to Mobile, Mobile to Account)
 Maximum Debit amount per transaction – Rs. 5,000/.
 Maximum Debit amount per day – Rs. 5,000/-.

 Cheque Status
 Stop cheque
 ATM/Branch locator through Pin Code
 Bill Payment
 Mobile Recharge
 DTH Recharge
 Temple Donation
 Institutional Fee Payment etc.
ATM & Debit cum ATM Card (Rupay & Mastercard):
TM Debit cum ATM Card (Rupay & Mastercard)
 Cash Withdrawal
 Balance Enquiry
 Mini Statement
 PIN Change
 Value Added Services
 Tax Payment
 Aadhar Seeding
 Mobile Banking Registration
 Cash Withdrawal
 Tax Payments
 Bill Payments
 POS Operations

BANKING INDUSTRY
PROFILE EVOLUTION OF BANKING
The concept of Banking in India dates back to the first half of 18th century. The first bank that was
established in the country was The General Bank of India founded in 1786. After that came the State
Bank of India in Kolkata in 1806 which was then known as The Bank of Bengal. The operations of
all the banks in India are controlled by the Reserve Bank of India. All the Indian banks are governed
by the RBI or Reserve Bank of India. This governing body took over the reasonability of formally
regulating the Indian banks in 1935. The Reserve Bank of India was announced as the official
Central Banking Authority for the smooth supervision of the banking industry in India. Banks in
India are classified into 2 broad categories namely, Public sector banks and Private sector banks.
The banking scenario in India has already gained momentum, with the domestic and international
banks gathering pace. All the banks in India are following the 'cost', determined by revenue minus
profit model. This means that all the resources should be used efficiently to improve the productivity
and ensure a win-win situation. To survive in the long run, it is essential to focus on cost saving.
Previously, banks focused on the 'revenue' model which is equal to cost plus profit. Post the banking
reforms, banks shifted their approach to the 'profit' model, which meant that banks aimed at higher
profit maximization. Thereafter, the Government of India issued a law and nationalized the 14
largest business banks with effect from the midnight of July 19, 1969. A second dose of
nationalization came when 6 more commercial banks followed in 1980. With this second dose of
nationalization, the Government of India controlled around 91% of the banking business of India.
WHAT IS A BANKING SYSTEM
The structural network of institutions that offer financial services within a country. The members of
the banking system and the functions they typically perform include:
(1) commercial banks that take deposits and make loans,
(2) investment banks which specialize in capital market issues and trading, and
(3) national central banks that issue currency and set monetary policy. Accounting for trillions in
assets worldwide, the banking system is a crucial component of the global economy.

INDIAN BANKING SYSYTEM
RBI RECORDSFOR BANKS IN INDIA: There are currently 27 public sector banks in
India out of which 19 are nationalised banks and 6 are SBI and its associate banks, and rest two are
IDBI Bank and Bharatiya Mahila Bank, which are categorised as other public sector banks. There
are total 93 commercial banks in India. The number of private banks are 21 and total number of

foreign banks with branches in India are 27 and representative offices in India are 20. The number of
regional banks is around 25. According to RBI data at the end of March 2015 the total value of
transactions recorded on the mobile banking platform in the industry stood at “16913.99 crore”.
RESERVE BANK OF INDIA
The Reserve Bank of India is India's central banking institution, which controls the monetary policy
of the Indian rupee. It commenced its operations on 1 April 1935 during the British Rule in
accordance with the provisions of the Reserve Bank of India Act, 1934. The original share capital
was divided into shares of 100 each fully paid, which were initially owned entirely by private
shareholders. Following India's independence on 15 August 1947, the RBI was nationalised on 1
January 1949. The RBI plays an important part in the Development Strategy of the Government of
India. It is a member bank of the Asian Clearing Union. The general superintendence and direction
of the RBI is entrusted with the 21-member Central Board of Directors: the Governor, 4 Deputy
Governors, 2 Finance Ministry representatives, 10 government-nominated directors to represent
important elements from India's economy, and 4 directors to represent local boards headquartered at
Mumbai, Kolkata, Chennai and New Delhi. Each of these local boards consists of 5 members who
represent regional interests, and the interests of co-operative and indigenous banks. The bank is also
active in promoting financial inclusion policy and is a leading member of the Alliance for Financial
Inclusion (AFI).
CLASSIFICATION OF BANKS
The banking system in India comprises commercial and cooperative banks, of which the former
accounts for more than 90% of banking system’s assets. Besides a few foreign and Indian private
banks, the commercial banks comprise nationalized banks, the State Bank of India and the associate
banks of SBI. These banks, along with regional rural banks, constitute the public sector banking
system in India.
A) COMMERCIALBANKS:
A Commercial bank is a type of financial institution that provides services such as
accepting deposits, making business loans, and offering basic investment products.
Commercial bank can also refer to a bank, or a division of a large bank, which more
specifically deals with deposit and loan services provided to corporations or
large/middle-sized business - as opposed to individual members of the public/small
business - Retail banking, or Merchant banks.

 Commercial Banks are of 4 types:
1) Public sector banks,
2) Private sector banks,
3) Foreign banks,
4) Regional rural banks
1) Public sector banks
Public Sector Banks (PSBs) are banks where a majority stake (i.e. more than 50%) is
held by a government. The shares of these banks are listed on stock exchanges. There are
a total of 27 PSBs in India [21 Nationalized banks + 6 State bank group (SBI + 5
associates).In 2011 IDBI bank and in 2014 Bharatiya Mahila Bank were nationalized
with a minimum capital of Rs 500 cr. 15
2) Private sector banks
The private-sector banks in India represent part of the Indian banking sector that is made
up of both private and public sector banks. The "private-sector banks" are banks where
greater parts of state or equity are held by the private shareholders and not by
government. The private sector banks are split into two groups by financial regulators in
India, old and new. The old private sector banks existed prior to the nationalization in
1969 and kept their independence because they were either too small or specialist to be
included in nationalization. The new private sector banks are those that have gained their
banking license since the liberalization in the 1990s.
3) Foreign banks
A foreign branch bank is a type of foreign bank that is obligated to follow the regulations
of both the home and host countries. Because the foreign branch banks' loan limits are
based on the parent bank's capital, foreign banks can provide more loans than subsidiary
banks. Some of Foreign banks in India are HONG KONG and SHANGHAI banking
corporation, CITI bank, American Express Bank, Standard & Chartered Bank etc.
4) Regional rural banks

Regional Rural Banks (also RRBs) are local level banking organizations operating in
different States of India. They have been created with a view to serve primarily the rural
areas of India with basic banking and financial services. However, RRBs may have
branches set up for urban operations and their area of operation may include urban areas
too. The area of operation of RRBs is limited to the area as notified by Government of
India covering one or more districts in the State. RRBs also perform a variety of different
functions. RRBs perform various functions in following heads-Providing banking
facilities to rural and semi-urban areas. Carrying out government operations like
disbursement of wages of MGNREGA workers, distribution of pensions, providing Para-
Banking facilities like locker facilities, debit and credit cards
B) DEVELOPMENTBANKS
Development banks are specialized financial institutions. They provide medium and
long-term finance to the industrial and agricultural sector. They provide finance to both
private and public sector. Development banks are multipurpose financial institutions.
They do term lending, investment in securities and other activities. They even promote
saving and investment habit in the public. Industrial Finance Corporation of India and
State Financial Corporations are the examples of development banks in India.
C) CO-OPERATIVE BANKS
Cooperative banking is retail and commercial banking organized on a cooperative basis.
Cooperative banking institutions take deposits and lend money in most parts of the world.
Cooperative banking, as discussed here, includes retail banking carried out by credit
unions, mutual savings banks, building societies and cooperatives, as well as commercial
banking services provided by mutual organizations (such as cooperative federations) to
cooperative businesses.

PERFORMANCE OF INDIAN BANKING INDUSTRY
Global economy continued to remain in doldrums in the past year. During the year gone by, central
bankers across the globe other than the US, resorted to monetary easing measures to boost the
economy. However, the global economy continued to remain fragile with the second largest
economy China witnessing a huge slowdown. Even crude prices continued to slide sharply on
oversupply issues and this has further weighed down on global recovery. The International Monetary
Fund lowered its global growth forecast to 3.4% in 2016. In light of the continued weakness, the
European Central Bank and Bank of Japan have decided to extend their quantitative easing
programs. The Indian economy has been on a relatively sound footing, registering the fastest growth
in FY15. However, problems such as a weak investment climate and tepid earnings growth continue
to plague the economy. The banking sector, being the barometer of the economy, is reflective of the
weak macro-economic variables. The Indian banking system continued to battle falling asset quality
issues and the need to maintain capital adequacy in the light of piling bad loans. The banking sector
recorded slowdown in balance sheet growth for the fourth year in a row in FY15. The slowdown was
on account of sluggish credit offtake that slipped to single-digits during the year. But on the back of
controlled operating expenses, the sector managed to post incremental profits during the year.
However, profitability remained depressed with the Return on assets continuing to linger below 1%
during the year. The ownership in the banking sector remained predominantly in the public sector
despite a gradual decline in their share in recent years. Public sector banks accounted for 72.1% of
total banking sector assets. In terms of profits, the share of private banks surpassed that of PSBs. In
FY15, PSBs had a share of 42.1% in overall profits. Since the start of 2015, RBI has reduced interest
rates by 1.25%. Although banks have reduced base rates but not to the same extent. For the full
transmission of rates, the RBI has asked banks to follow the marginal cost of funds while setting the
base rate. In order to prevent banks from liberally restructuring assets to avoid slippages, the RBI
has made all assets restructured from 1st April 2015 to be treated at par with NPAs as far as
provisioning is concerned. This means that the provisioning in case of the restructured assets will
increase from 5% to 15%

COMPANY PROFILE
Punjab & Sind Bank
Type Public
Traded as BSE: 533295
NSE: PSB
Industry Banking
Financial services
Founded 24 June 1908; 110 years ago
Headquarters Rajendra Place New Delhi, India
Key people S.Charan singh ( Non executive Chairman) Shri. Fareed Ahmed (ED)
Shri. Govind N Dongre (ED)
Products Finance, FOREX, Retail Banking
Revenue ₹8,744.34 crore(US$1.3 billion)(2016)
Operating
income
₹1,270 crore(US$180 million)(2016)
Net income ₹335.97 crore(US$49 million) (2016)

Total assets ₹102,581.42 crore(US$15 billion) (2016)
Owner Government of India
Number of
employees
9,403 (2016)
Capital ratio 10.91% (2016)
Website www.psbindia.com
Punjab & Sind Bank operates in the Commercial banks sector. In addition to historical fundamental
analyses,
the complete report available to purchase compares Punjab & Sind Bank with three other companies in this
sector in India: Jammu & Kashmir Bank Limited (2018 sales of 71.13 billion Indian Rupees [US$1.01
billion] of which 54% was Retail Banking), Karnataka Bank Limited (73.33 billion Indian Rupees
[US$1.05 billion] of which 32% was Retail Banking), and South Indian Bank Limited (70.29 billion
Indian Rupees [US$1.00 billion] of which 43% was Corporate Wholesale Banking).
Sales Analysis. Punjab & Sind Bank reported sales of 85.30 billion Indian Rupees (US$1.22 billion) for
the fiscal year ending March of 2018. This represents a decrease of 2.5% versus 2017, when the company's
sales were 87.51 billion Indian Rupees. The sales level in 2018 was fairly close to the level five years ago:
in 2013,
Punjab & Sind Bank had sales of 77.57 billion Indian Rupees. Contributing to the drop in overall sales
was the 7.4% decline in Retail Banking, from 21.13 billion Indian Rupees to 19.58 billion Indian Rupees.
There were also decreases in sales in Corporate/wholesale Banking (down 6.3% to 38.60 billion Indian
Rupees) . However, these declines were partially offset by the increase in sales of Treasury (up 7.7% to
27.10 billion Indian Rupees)and Other Banking Operations (up 108.2% to 22.90 million Indian Rupees).

OPERATIONAL STRACTURE OF PUNJAB AND SIND BANK
BRANCH MANAGER
0
1
2
3
4
5
6
director ass. Gen
manager
chief
manager
executive
director
general
manager
Series 3
Series 2
Series 1
RELATIONSHIP
MANAGER
OPERATIONAL
HEAD
ASSISTANT BRANCH
MANAGER
INVESTMENT
RELATIONSHIP
MANAGER
TELLER AUTHORIZER

BUSINESS FOCUS
Punjab and sind Bank's mission is to be a World Class Indian Bank. The objective is to build sound
customer franchises across distinct businesses so as to be the preferred provider of banking services
for target retail and wholesale customer segments, and to achieve healthy growth in profitability.
The bank is committed to maintain the highest level of ethical standards, professional integrity,
corporate governance and regulatory compliance. Punjab and sind Bank’s business philosophy is
based on five core values: Operational Excellence, Customer Focus, Product Leadership, People and
Sustainability
VISION AND MISSION
“Vision & MissionStatement “ofthe Bank.
CORPORATE VISION OF THE BANK:
To emerge as a techno savvy vibrant Public Sector Bank with Pan India presence aspiring to meet
expectations of all stake holders
The Mission Statement Of The Bank:
 To provide excellent customer service through innovative products and services for different
segments of customers using state of the art technology.
 To dedicate ourselves wholeheartedly for “Sarva Jana Hitai Sarva Jana Sukhai”
GOALS/ OBJECTIVES
 To develop close relationship with individual households.
 To transform ideas into viable and creative solutions.
 To maintain our position as the premier housing finance institution in the country.

THE PRODUCTS AND SERVICES
a) Account & Deposits
b) Loans
c) Cards
d) Investments
e) Insurance
f) Forex
g) Mutual Funds
h) Safe Deposit Lockers
i) Private Banking
j) NRI Banking
k) Premier Banking
5 BROAD FACILITIES THAT E-BANKING PROVIDES:
a) Lower manpower and back office cost.
b) 24*7 service bank online services are provided 24 hours a day, 7 days a week and 52 weeks a
year.
c) No more Qs- there are no queues in an online bank.
d) Convenience.
e) Time saving.

DIGITAL BANKING
Digital banking is the move to online banking where banking services are delivered over the
internet. The advantages for banks and customers are providing more convenient and faster banking
services. The shift from traditional to digital banking has been gradual and should be rather
described in degrees of service digitization than through a categorization into yes and no. It involves
high levels of process automation and web-based services and may include APIs enabling cross-
institutional service composition to deliver banking products and provide transactions. It provides
the ability for users to access financial data through desktop, mobile and ATM services.
A digital bank represents a virtual process that includes online banking and beyond. As an end-to-
end platform, digital banking must encompass the front end that consumers see, the back end that
bankers see through their servers and admin control panels and the middleware that connects these
nodes. Ultimately, a digital bank should facilitate all functional levels of banking on all service
delivery platforms. In other words, it should have all the same functions as a head office, branch
office, online service, bank cards, ATM and point of sale machines.
The reason digital banking is more than just a mobile or online platform is that it includes
middleware solutions. Middleware is software that bridges operating systems or databases with other
applications. Financial industry departments such as risk management, product
development and marketing must also be included in the middle and back end to truly be considered
a complete digital bank. Financial institutions must be at the forefront of the latest technology to
ensure security and compliance with government regulations
NEED AND SCOPE OF STUDY
Digital banking is one such element of the service industry which cannot be taken lightly by any
organization. While initial days with the Punjab and sind bank. I found many customers are more
interested in using digital banking as compared to visit bank for transaction. Now a days customers
want to prefer using digital banking as compare to go in a bank for small or big transactions. Digital
banking is safe and easy process. The study basically shows the advantages of digital banking and
the products offered by the bank for the purpose of digital banking.

1. MOBILE BANKING
BANK refers to Punjab & Sind Bank, its successors and assigns, a body corporate constituted in
India under the Banking Companies (Acquisition and Transfer of Undertakings) Act of 1980 and
having its Head Office at 21, Bank House, Rajendra Place, New Delhi 110125. USER refers to a
customer of the BANK authorised to use Mobile Banking Services.
MOBILE BANKING ACCOUNT refers to the USER’s Savings and/or Current Account and/or
OD and/or CC and/or any other type of account so designated by the BANK to be eligible account/s
for operations through the use of Mobile Banking Channels.
PERSONAL INFORMATION refers to the information about the USER obtained in connection
with the Mobile Banking Service.
PASSWORD refers to the Application Password, mPIN, or tPIN issued to the USER for accessing/
operating the Mobile Banking Services.
APPLICATION FOR MOBILE BANKING
SERVICES BANK may offer Mobile Banking Service to its customers who are legal mobile
subscriber having working knowledge of mobile devices at its discretion. The acceptance of the
registration form and the acknowledgment thereof does not automatically imply that Mobile
Banking Services shall be provided to the applicant customer. The BANK may advise from time to
time the Internet Software such as Browser, Java, which are required for using Mobile Banking
Services. There shall be no obligation on the part of the BANK to support all the versions of these
Internet/Mobile softwares.
MOBILE BANKING
SERVICES BANK shall endeavor to provide to the USER through Mobile Banking services such as
inquiry about the balance in his account/s, details about transactions, Statement of Account, Request
for issue of cheque-books, Request for transfer of funds between accounts of the same USER and
many other facilities as the BANK may decide to provide from time to time. These facilities shall be
offered in a phased manner at the discretion of the BANK. The Bank at its sole discretion may also
make additions/ deletions to the Mobile Banking Services being offered. The availability/ non-
availability of a particular service shall be advised through email, or SMS, or Website of the BANK
or written communication. The BANK shall take reasonable care to ensure the security of and
prevent unauthorized access to the Mobile Banking Services using technology reasonably available

to the BANK. The USER shall not use or permit to use Mobile Banking Service or any related
service for any illegal or improper purposes.
MOBILE BANKING SERVICES ACCESS
The USER would be allotted an Application Password and other Passwords (to be used at the time
of login) by the BANK in the first instance. The USER will be required to change the password
assigned by the BANK on accessing Mobile Banking Services for the first time. For authentication
of the transactions a separate Transaction Password (tPIN) will be allotted. As a safety measure the
USER should change the password as frequently thereafter as possible. In addition to passwords the
BANK may, at its discretion, advice the USER to adopt other means of authentication. The USER
shall not attempt or permit others to attempt accessing the account information stored in the
computers of the BANK through any means other than the Mobile Banking Services.
PASSWORD
USER must:
(i) keep the Passwords confidential and not reveal the same to anyone.
(ii) choose a password which shall be at least 4 digits long.
(iii) not record the Passwords in written or electronic form.
(iv) not let any unauthorized person has access to his handset/mobile phone or leaves the same
unattended while using Mobile Banking Services. In the event of forgetting of passwords or expiry/
disability of password, USER can request for change of the password by sending a written request to
the BANK. The selection of a new password shall not be construed as the commencement of a new
contract.
JOINT ACCOUNTS
Mobile Banking Services will be available in case of joint accounts only if the mode of operation is
indicated as ‘either or survivor’ or ‘anyone or survivor’ or ‘former or survivor’. For ‘former or
survivor’ account, password will be issued only to the ‘former’. For ‘either or survivor’, ‘anyone or
survivor’ accounts password will be issued to the authorized joint account holder. All the other joint
account holder/s shall expressly agree with this arrangement and give their consent on the
application form for use of Mobile Banking Services. In case of ‘either or survivor’ and ‘anyone or
survivor’ accounts if any of the joint account holder/s gives "stopping of operations" instructions for
the use of Mobile Banking Service in writing, on any of the Mobile Banking Service accounts held
jointly by them, the Mobile Banking Services will be discontinued for the USER. In case of ‘former
or survivor’ account, such instructions will be issued by former only.

TERMINATION OF MOBILE BANKING SERVICE
USER may request for termination of the Mobile Banking Services any time by giving a written
notice. The USER will remain responsible for any transactions made on his/her account/s prior to the
time of such cancellation of the Mobile Banking Services. The Bank may withdraw the Mobile
Banking facility anytime after giving reasonable notice under the circumstances to the user through
the website. The closure of account by the user will automatically terminate the Mobile Banking
Services. The bank may suspend or terminate the Mobile Banking Services without prior notice if
the user has committed breach of these terms and conditions or the Bank learns of the death,
bankruptcy legal incapacity of the user.
USSD CODE
The Mobile Banking service is also provided through the USSD channel (NUUP). USSD allows
accessing your bank account from any Mobile Handset, without remembering any keyword or
downloading the Mobile Application / WAP. There is no need of having GPRS or any other data
connection on mobile. Any GSM Mobile phone having calling capability can be used for availing
these services. This is a secure, easy and interactive menu-based service that allows accessing their
account and instant fund transfer.
Customers can access the mobile banking menu of Punjab And Sind Bank by dialing the short code
*99# from their mobile and initiate a transaction by following the steps prompted on their screen.
6 ways you can benefit from digital payments through mobile banking
(i). Payment of Utility Bills
The various apps have now become a one-stop shop for paying up the bill. One can easily
pay their mobile bill, electricity bill, or any other utility bill using their smartphone.For
customers, digital payment systems provide greater convenience, as they are available all
time, with little or no costs attached. Today, utility bills or fund transfers can be done on
the go in a few seconds,” said Radhika Binani, Chief Products Officer, Paisabazaar.com.
(ii). Availing discounts coupons

Making payments through these apps helps you in getting several discount coupons which in turn
increases your purchasing power, as you can buy more stuffs for yourself by availing discount
coupons. This is happening because most of the transactions are getting transparent these days.
“Together, these digital payments app are definitely game changers, since they address the core
issues that the one faces, viz. revenue leakages on cash, the cost of financial inclusion and low
digital literacy, by leveraging the main strengths of the country viz. mobile penetration, flourishing
private enterprise and foreign investments,” Ritesh Raj Saxena, Head of Savings and Digital,
IndusInd Bank said.
(iii). 24x7 availability of banking services
Using these financial apps like BHIM, UPI, wallets, etc., you can easily do transaction anytime and
from anywhere. Availing not only financial services but also, nonfinancial services has become
convenient using your smartphones.
Products such as *99#, IMPS, UPI and Bharat QR have made banking transactions accessible 24*7,
not only for the urban banked but also for the semi-urban and rural banked. For the bank as well as
for citizens the way forward is digital,” says AJ Vidyasagar, President Retail – Lakshmi Vilas Bank.
(iv). Maintains payments history record
One of the best benefits which an individual gets is the track of the transactional record.
Even doing small transactions at a merchant will get recorded and can be used for the
referential purpose in future, if needed. This will also align your household expenses on
monthly basis.
Adhil Shetty, CEO, BankBazaar.com said that apart from the convenience, it offers to the customers,
financial institutions, and the regulators, the change in favour of digital processes brings several

benefits. “The primary benefit is the enhanced transparency and accountability when it comes to
financial transactions,” he said.
(v). Reduction in payment cost
These payment apps have also proved to be a valuable extension to self-service banking
and are a boon to customers as well as banks. Therefore, with India taking giant strides
towards a less-cash economy, the digital payment system is also reducing various costs.
Many banks have now started reducing their transactional charges while doing small
payment transfer digitally.
“Faceless, Paperless, and Cashless” - The digital payments mechanism is a flagship program of the
Government with a vision to transform India into a digitally empowered society. With this
individuals can envisage the bright digital future of the country which can benefit them the most.
However, there is still a lag in spreading financial awareness in remote areas which once get sorted
out will benefit masses on large scale.
(vi). Reward points & cash back offers
Digital payments through digital cards help in getting reward point for making every purchase either
through swiping them at POS terminals or doing an online purchase. Moreover, doing transacting
through financial apps also provide you cashback offers for up to 10-15% which is, however, capped
to an amount certain limit. You can avail such benefits while e-shopping, especially during festive
seasons.

2. RTGS (REAL TIME GROSS STATEMENT)
The Bank offers its customers instant transfer of funds to other banks (Inter Bank). This is made
possible through Real Time Gross Settlement (RTGS) System, which is an online system set up,
operated and maintained by Reserve Bank of India to enable funds settlement on real-time basis
across banks in the country.
The RTGS service window for customer's transactions is available from 9.00 hours to 16.30 hours.
Days Customer
Transaction
Interbank
Transaction
Regular days including Saturdays, except Second and
Fourth Saturdays of the Month
09:00 hours to 16:30
hours
09:00 hours to 19:45
hours
Minimum / maximum amount stipulation for RTGS transactions.The RTGS system is primarily for
large value transactions. The minimum amount to be remitted through RTGS is Rs.2 lakh. There is
no upper ceiling for RTGS transactions.At present this facility is available at the following branches
whose IFSC codes are also mentioned alongside
Service Charges For RTGS
Rs. 2 lakh to Rs. 5 lakh
Time of settlement Charges to be levied
From To
08:00 hours 11:00 hours Rs. 25/- per transaction
After 11:00 hours 13:00 hours Rs. 27/- per transaction
After 13:00 hours 16:30 hours Rs. 30/- Per transaction
After 16:30 hours Rs. 30/- Per transaction
Above Rs. 5 lakh
Time of settlement Charges to be levied
From To
08:00 hours 11:00 hours Rs. 50/- per transaction
After 11:00 hours 13:00 hours Rs. 52/- per transaction
After 13:00 hours 16:30 hours Rs. 55/- Per transaction
After 16:30 hours Rs. 55/- Per transaction

3. NEFT (National Electronic Funds Transfer)
 RBI has introduced this funds transfer systems called RBI-NEFT System.
This is an Inter-bank electronic funds transfer system to facilitate an efficient, secure, economical,
reliable and expeditious transfer of funds and clearing in the Banking sector in India.
The account holders with the branch can use the NEFT facility which is available between all the
Cities and the designated branches of Banks in India.
NEFT settlement takes place in every half hour, 23 times a day during the week days including
Saturdays, except Second and Fourth Saturdays of the Month (NEFT Batches start at 8.00 am, 8.30
am, 9.00 am, 9.30 am, 10.00 am, 10.30 am, 11.00 am, 11.30 am, 12.00 noon, 12.30pm, 1.00 pm,
1.30 pm, 2.00 pm, 2.30 pm, 3.00 pm, 3.30 pm, 4.00 pm, 4.30 pm, 5.00 pm, 5.30 pm, 6.00 pm, 6.30
pm and 7.00 pm)
 No Minimum or Maximum amount stipulation for NEFT transactions
 At present this facility is available at the following branches whose IFSC codes are also mentioned
alongside
 Service Charges For Neft
Outward Remittance
Upto Rs.10000/ Rs. 2.50/- Per Transaction
Above Rs.10000/- to Rs. 1 lac Rs. 5.00/- Per Transaction
Above Rs. 1 lac to Rs. 2 lac Rs. 15.00/- Per Transaction
Above Rs 2.00 Lac Rs. 25.00/- Per Transaction

4. UNIFIED PAYMENT INTERFACE (UPI)
Bharat Interface for Money (BHIM) is an app that lets you make simple, easy and quick payment
transactions using Unified Payments Interface (UPI). You can easily make direct bank to bank
payments instantly and collect money using just Mobile number or Payment address. Service
available are as follows: 1. Send Money – Using this option, you can send money to anyone using
Virtual Payment Address (VPA), Account no & IFSC and QR Scan.
2. Request Money – Using this option, you can collect money by entering Virtual Payment Address
(VPA). Additionally through BHIM App, one can also transfer money using Mobile No. (Mobile No
should be registered with BHIM or *99# and account should be linked).
3. Scan & Pay- Using this option, you can pay by scanning the QR code through Scan & Pay &
generate your QR option is also present.
4. Transactions – Using this option, you can check transaction history and also pending UPI collect
requests (if any) and approve or reject. You can raise complaint for the declined transactions by
clicking on Report issue in transactions.
5. Profile – Using this option, you can view the static QR code and Payment addresses created. You
can also share the QR code through various messenger applications like WhatsApp, Email etc.
available on phone and can also download the QR code.
6. Bank Account – Using this Option, you can see the bank account linked with your BHIM App
and its PIN status. You can set/change your UPI PIN. You can also change the bank account linked
with BHIM App by clicking Change account provided in Menu. Also you can check Balance of your
linked Bank Account by clicking “REQUEST BALANCE”.
BHIM PSB is a Unified Payment Interface App launched by Punjab and Sind Bank.
Unified payment Interface (UPI) is a single interface across all payment systems developed by
National Payment Corporation of India (NPCI). It is a platform where customer can link any bank
account maintained with different banks under single UPI Application, by using his registered
mobile number and transact through these accounts 24*7 in a hassle free manner.
UPI allows users to transfer money between any two parties via smart phone through a payment
identifier like Virtual Payment Address (VPA) without mentioning the details of your Bank account.
The different modes for transferring funds using BHIM PSB are
Payment through Virtual Payment Address (VPA)
 Payment through Account Number and IFSC
 Payment through Mobile Number and MMID
 Payment through Aadhaar Number
 Payment through Aadhaar Number and IIN
 Collect / Pull money through Virtual Payment Address
 Payment through UPI QR Code
 Payment through Bharat QR Code

To avail UPI facility, User need to create a virtual Payment Address (VPA) by entering the
word/character/name/number of his choice. VPA format of PSB is name@psb. One virtual address
can be linked to multiple Bank accounts. Also one account may have multiple virtual address. You
only have to select your primary account which will be default account to receive payments for
particular Virtual payment address.
User may also create multiple VPA post login into the APP.
After VPA creation, next step is to link your bank account with VPA and generate your UPI PIN of
6 digit by validating your debit card details. User can add any bank account where his mobile
number is registered.
Once linked, just quote your VPA instead of account number and IFSC to make or receive
payments.
User may also collect money by sending collect request to other user using his/her VPA.
UPI QR Code and Bharat QR Code functionality is also available in the App. User can just Scan QR
Code generated by any UPI App OR Bharat QR Code and Pay the money. User may also generate
their own UPI QR code to receive payments.
Features of BHIM PSB
 BHIM PSB App use two factor authentication. At the time of registration your device binding shall
be done at server level.
 All PSB as well as Non PSB customer can use BHIM PSB App to send, receive or make payments
to anyone.
 User can add multiple bank accounts under BHIM PSB Application.
 User can transfer money using Virtual Payment Address (VPA) to any bank account.
 User can add the beneficiaries just by entering his account detail or VPA
 Fund transfers are instant, 24*7, 365 days and absolutely free of cost and take place in a completely
safe and secure manner.
 User can also check the balance of their linked accounts
 User can make merchant payment by just entering UPI PIN.
 User can also make payment through UPI QR Code and Bharat QR Code by Scan and Pay option.
 User can collect payment by sharing UPI QR Code generated through BHIM PSB App.
 User can also block VPA and report SPAM too.

5. BHARAT BILL PAYMENT SYSTEM (BBPS)
Online Bill Payment (Pay Your Bills Online)
Punjab & Sind Bank’s DirectPay facility allows you to make real-time payment of your utility and
other bills by visiting biller’s websites. For example, you can make payment of your Electricity Bill,
Mobile Bill, Insurance Premium, Credit Card & Mutual Fund et cetra. Bank has tie-up with 10
Payment Gateways aggregator comprising of lakhs of merchants for e-commerce facility through
Internet Banking
How To Make Online Bill Payment ?
 In order to make the bill payment customer need to visit a billerwebsite (e.g. Vodafone, Punjab State
Electricity Board, or Life Insurance Corporation of India) .When you proceed to make a payment at
biller's/merchant's website, you'll be provided with various options of payment modes. One of which
would be "Payment through Punjab And Sind Bank Net Banking". Choose this option and
proceed.
 This brings up the Punjab And Sind Bank Net Banking login screen. Login to Punjab & Sind Bank
Internet Banking using your User Id and Login Password.
 After Login, you'll be taken to the "Shopping Mall Payment" screen within Punjab And Sind bank
website. This screen displays details of the payment requested by you (viz. biller/merchant name and
amount to be paid).
 Choose a debit account and enter remarks (say, details of purchase) in the 'Payment
Remarks' field. Click on Pay button.
 Authenticate your payment by entering your User Id and Transaction Password and click on
Validate button.
 On successful validation, the payment request is submitted to back-end and your account gets
debited online and you'll be shown payment confirmation screen.
Advantage
 No need to visit biller’s office, stand in queues, and write cheques.
 DirectPay facility is available 24x7.
 You can make payments from anywhere, anytime by visiting the website of your
biller/merchant and choosing Punjab & Sind Bank Internet Banking facility while making
payment.
 You can download/print Cyber Receipt of payment made.
 DirectPay facility is free.

6. POINT OF SALE (POS)
A point of sale terminal (POS terminal) is an electronic device used to process card payments at
retail locations. Its major participants are as under:
 Acquiring Bank : The Bank which has installed the POS terminal at the merchant location.
 Card Network : RuPay/Visa/MasterCard, etc. (Transaction routing and settling agency)
 Customer : Card Holder
 Issuing Bank : The Bank which has issued the Card to the customer.
Type of Transactions:
 ON-US Transaction : Where the issuing and acquiring bank are the same entity
 OFF-US Transaction : Where the issuing and acquiring bank are different entities
MERCHANT ACQUIRING BUSINESS (MOB)
Merchant Acquiring Business (MAB) is primarily referred to the mechanism of providing necessary
infrastructure and facilitating payment to the Merchants, to carry out sale of goods and services
through the medium of a card.
various entities / Stakeholders involved in Merchant Acquiring Business
Issuer: The Bank that issues the cards
Cardholder: Customer / Non-customer using card for making payment.
Merchant: Entity which accepts payments through cards.
Acquirer: The Bank that provides necessary infrastructure to the merchant to accept payment,
maintains relationship and facilitate acceptance of payments through cards.
Intermediary Agency: Visa, MasterCard & NPCI who facilitate interbank settlements
Merchant Discount Rate (MDR) : The commission charged by the acquirer (Punjab & Sind Bank)
to the Merchant for transactions performed on the POS mac

7. BHARAT QR CODE
NPCI has also launched its own QR code solution names Bharat QR Code. MasterCard and Visa to
have a common Quick Response (QR) code-based payments solution to help shops across India
accept electronic payments without a card swipe machine.
QR code or Quick Response code is a two-dimensional machine-readable code that is made up of
black and white squares. These can be read by the camera of a smartphone.
As part of a multi-pronged push towards a cashless society, the Indian government has collaborated
with RuPay, Mastercard and Visa, the three mobile payment providers in India, to adopt a standard
Quick Response (QR) code called as ‘Bharat QR’.
Bharat QR Code functionality is similar to transaction process through POS Terminals. The
merchants who are not interested to maintain the POS terminal and pay the rent, but want to make
available similar payment option to their customers for payment of the Goods and services through
their Mobile App. can avail Bharat QR Code facility.
Salient Features:
 No Rentals
 No maintenance Cost
 No Installation Cost
 Immediate installation of Bharat QR Code functionality without any cost.
 Helpdesk/email for resolving the issue same as POS
 No hidden Cost
 The transaction proceeds will be credited to Merchant account on the next working day.

8. AADHAR PAY
PSB BHIM-Aadhaar Pay will allow the customer to perform a purchase transaction using his/her
Aadhaar number and STQC certified biometric device. The transaction will be interoperable as well
as “ON-Us” in nature allowing any bank customer to transact on the Aadhaar based Merchant
application of his/her own bank merchant or on merchant of any other bank BHIM-Aadhaar-PSB is
a digital payment acceptance solution from Punjab & Sind Bank which allows the PSB merchants to
accept digital payments from customers via Aadhaar based biometric authentication. When the
customer makes a purchase using PSB Aadhaar Pay, money is debited from his/her Aadhaar linked
bank account of the selected bank and credited to merchant’s account
 Customer does not require a smart phone/Debit/Credit Card
 Only Merchant has to have Smart phone, STQC certified biometric device for using the Aadhaar Pay
App.
 Cashless transaction using Aadhaar number.
 No transaction fee for both merchant and customer.
 Service available for 24x7 hours
 Per Transaction limit is Rs.2000/-.
Pre requisites for PSB Aadhaar Pay:
Two parties involved in any financial transaction i.e. the Merchant, who sells the goods / services
and customer, who utilizes the goods / services.
For a customer:
a) The customer should have Aadhaar Number
b) His/her bank account should be linked with Aadhaar.
c) His / her account should be KYC compliant
For a Merchant:
a) The customer should be a merchant.
b) He should have Aadhaar number.
c) His/her bank account should be linked with Aadhaar.
d) His / her account should be KYC compliant

9. AADHAR SEEDING
A fundamental building block for service delivery is the KYC (Know Your Customer) process,
which establishes the identity of the resident, his address, and other basic information such as date of
birth and gender. Typically, this KYC information is combined with other information at the point of
service delivery to determine eligibility – either for an Account Opening, a LPG connection, a
scholarship, a loan, a social security pension, a mobile connection, etc.
The Aadhaar e-KYC Service provides an instant, electronic, non-repudiable proof of identity and
proof of address along with date of birth and gender. In addition, it also provides the resident’s
mobile number and email address to the service provider, which helps further streamline the process
of service delivery. E-KYC may be performed at an agent location using biometric authentication.
Punjab & Sind Bank has launched the e-KYC Service on 28th August, 2014.
e-KYC Service
Unique Identification Authority of India (UIDAI) offers the e-KYC Service, which enables a
resident having an Aadhaar number to share their demographic information and photograph with a
UIDAI partner organization in an online, secure, auditable manner with the residents consent.
Some of the key features of the e-KYC service are:
 Paperless : The service is fully electronic, enabling elimination of KYC document management.
 Consent based : Data is shared by the resident consent through Aadhaar authentication, thus
protecting resident privacy.
 Secure and compliant with the IT Act : Data transfer are secured through the use of encryption
and digital signature as per the Information Technology
Act, 2000 making e-KYC document legally equivalent to paper documents.
 Non-repudiable : The use of resident authentication for authorization, the affixing of a digital
signature by the service provider originating the e-KYC request, and the affixing of a digital
signature by UIDAI when providing the e-KYC data makes the entire transaction non-repudiable by
all parties involved.
 Instantaneous : The service is fully automated, and KYC data is furnished in real-time, without any
manual intervention
 Regulator friendly : The service providers can provide a portal to the Ministry/ Regulator for
auditing all e-KYC requests.

10. SMS BANKING
SMS banking is a form of mobile banking. It is a facility used by some banks or other financial
institutions to send messages (also called notifications or alerts) to customers' mobile
phones using SMS messaging, or a service provided by them which enables customers to perform
some financial transactions using SMS.
Registered Retail users of PsbOnline can bank with Punjab & Sind Bank by sending text messages
(SMS) in predefined formats (given in below table). Please note that users need to subscribe for
SMS Banking before using this feature. Users can subscribe for SMS Banking in one of following
two ways:
 If you are applying for PsbOnline first time, opt for "SMS Banking" service while submitting
PsbOnline application Form R-I.
 If you are already registered for PsbOnline then submit "SMS Banking Registration" request by
login into your PsbOnline account. This request is available under "Requests" menu.
Obtaining SMS Banking Password
Once users are subscribed for SMS Banking, they can generate (set) their SMS Banking Password
under "Preferences" menu after login into PsbOnline. This SMS Banking Password is required while
sending text message.
Balance Enquiry
Balance Enquiry through Missed Call on the 7039035156 (TOLL FREE) Number.
The customers can avail the facility by giving a miss call on the 7039035156 (TOLL FREE) Number
through their registered mobile number. The customer will receive an SMS for the latest balance
available in their accounts.
The Service is available to all the customers of CBS Branches. The customer, whose mobile number
is registered with the Bank, need not come to the branch for enquiry of balance or call our CALL

Centre. The customer must call from his registered Mobile Number with the Bank to know the
balance in his account. In case, the customer is having more than one account linked with the same
mobile number, the customer will get the balance of all accounts through SMS.
Users can do following using SMS Banking:
S.No. SMS Banking
Feature
Format of Sending Text Message
1. Get account balance PBAL Account-Number SMS-Banking-Password
(e.g. PBAL 00001000001011 1234)
2. Get last 3 transactions PTXN Account-Number SMS-Banking-Password
(e.g. PTXN 00001000001011 1234)
3. Cheque status inquiry PCHQ Cheque-Number Account-Number SMS-Banking-Password
(e.g. PCHQ 350161 09291000000021 1234)
4. Change your SMS
Password
PPWD New-Password Old-Password
(e.g. PPWD 5678 1234)
Send text message to 9773056161 & 8082656161.
Card Block Facility Through SMS Banking
For blocking your Debit Card by simple sending an SMS. All you need to type the following text
and send an SMS to 9223815844 from your registered mobile number -
LOST <space> last 4 digits of your card number OR,
LOST <space> your 14 digits account number
You will receive an acknowledgement on your registered mobile number confirming you the status
of the request. Please note that this service is available only for PSB cardholders who have
registered their mobile number with the Bank. Kindly register/update your mobile number with the
Bank for more services and SMS alerts.

ATM/DEBIT CARD
1. Rupay PrePaid Card
Eligibility Criteria for Applying for PSB Rupay Prepaid Cards
 The holder of Savings Bank/ Current/ Over Draft accounts in their individual capacity is eligible for
issue of Card.
 The account should be strictly KYC compliant.
 In case of joint accounts, only such accounts are aligible which are to be operated singly, in the
name of the first acount holder and with the consent of the other account holder/s.
Features
 A domestic Card used in India and to be issued as Non-Personalized Card only.
 Reload option Available
 Minimum Rs. 1,000/-, Maximum amount not to exceed Rs. 10,000/- at any time.
 Maximum per transaction limit per Card per day is restricted to Rs.10,000/- (including ATM, POS &
E-com).
 Low risk as there is no access to the Primary Account of the account holder.
 Can be used at ATMs of any Bank, displaying the logo of RuPay. The card can also be used in POS
terminals in India displaying RuPay Logo and online as well.
 The Card is valid up to the last working day of the month and the year indicated on the Card.
 Maximum validity period of the card is seven (7) years

2. DEBIT CARD
A debit card (also known as a bank card, plastic card or check card) is a plastic payment
card that can be used instead of cash when making purchases. It is similar to a credit card, but unlike
a credit card, the money comes directly from the user's bank account when performing a transaction.
Some cards may carry a stored value with which a payment is made, while most relay a message to
the cardholder's bank to withdraw funds from a payer's designated bank account. In some cases,
the primary account number is assigned exclusively for use on the Internet and there is no physical
card.
Types of debit card
PSB issues both Non - Personalized and Personalized cards to the customers
Non Personalized Cards
Non personalized cards are issued immediately. The customer needs to apply for the card and
request for activation through the Branch. These cards come along with the welcome kit.
Personalized Cards
ATM cum Debit cards are issued with card holder’s name embossed on the face of card in the active
state. PINs & Cards are issued separately & are dispatched to the branches on different dates &
through different courier.
Features of debit card
 Banks’ ATMs for withdrawing cash
 POS and E-commerce channels for making merchant and online payments.
The following facilities are provided at our ATMs
 Cash Withdrawal/Balance enquiry/ Mini statement/ PIN Change in ATMs
 Aadhaar seeding through ATM
 OD facility for PMJDY customers through ATM
 Mobile Banking registration through ATMs
 Daily ATM cash withdrawal limits of Rs.25000/- per day.
 A separate daily limit of Rs. 1, 00,000/- is available for POS + e-commerce transactions.
Types of debit card issuedby bank

The following facilities are provided at our ATMs
 Cash Withdrawal/Balance enquiry/ Mini statement/ PIN Change in ATMs
 Mobile Banking registration through ATMs
 Daily ATM cash withdrawal limits of Rs.25000/- per day.
Types of debit cards issuedbt the bank
RuPay Classic Debit Card
This card can be issued to all Customers under any category of account types Savings, Overdraft,
Current.
RuPay PMJDY Card
RuPay PMJDY Card is issued for Customer under Financial Inclusion under prestigious Prime
Minister Jan Dhan Yojana (PMJDY) scheme. This is a Debit Card of classic variant. This card is
issued only to Customers under Financial Inclusion scheme.
RuPay KISAN Credit Card (KCC)

The Kisan Credit Card (KCC) is an effective instrument for making agricultural credit available to
the farmers of country. This facility is applicable for Cash Credit accounts (CC) only and the credit
limit depends upon the quantity of land a particular customer is having.
RuPay PUNGRAIN Arhtia Card
Pungrain RuPay Card is another variant of RuPay Debit Card and shall have all the features of
RuPay Debit card which shall be issued to Arhtias in Punjab State registered under Punjab Grain Co-
orporation (PUNGRAIN). These Cards are issued on CC & CA accounts only.
RuPay PUNGRAIN Miller Card
Pungrain RuPay Miller Card is also of RuPay variant having similar features like Pungrain Arhtia
Card, however issued to Millers in Punjab State registered under Punjab Grain Co-orporation
(PUNGRAIN). These Cards are issued on CC & CA accounts only.
RuPay MUDRA Card
Micro Units Development and Refinance Agency (MUDRA) has been launched as a new financial
institution with the objective of extending credit to the millions of small/ micro units which are
outside the banking fold. This MUDRA has designed a credit product called “MUDRA Card” which
will provide credit to borrower in the form of cash credit/ overdraft, which can be operated through
RuPay Mudra Debit Card. This Card is issued for MUDRA scheme only.

Master Debit Cards
Bank introduced Master Debit Card in classic variant, an international co-brand of MasterCard in
January 2014. This Debit Card can be used in ATM & POS network anywhere around the world.
This card can be issued to all Customers under any category of account types Savings, Current.
Sailent Features And Limits Of Debit Cards
These Debit Cards can be used on any Banks’ ATMs for withdrawing cash and used at POS and E-
commerce channels for making merchant and online payments.
Cardholder can avail below facilities using Debit Cards:
 POS transactions at merchant establishments for purchases
 Cash Withdrawal/Bal enquiry/ Mini statement/ PIN Change in ATMs
 Direct Tax payment through ATM
 Mobile Banking registration through ATM
 POS transactions at merchant establishments for purchases
 Online bill payments and ticket bookings (e-commerce)
Facilities available on use of RuPay & MasterDebit Cards:
 These cards have a daily ATM cash withdrawal limits of Rs.25000/- per day.

3. ATM/DEBIT CARD & CHARGES
ATM/Debit Card & Transaction Charges applicable w.e.f. 01.07.2017 are as under:
Sr.
No.
Parameter Charges (in Rs.)
1 ATM/Debit card Annual
charges from 2nd year
onwards
Rs. 100 + Applicable taxes, per annum
2 Re-issue of ATM/Debit card Rs. 100 + Applicable taxes, per instance
3. Re-issue of PIN number Rs. 25 + Applicable taxes, per instance
4. ATM transaction charges
for Savings Account
ATM in Metro Cities: 1st Three transactions Free on use of other
Bank's ATMs (financial and non-financial transactions in
a calendar month)
ATM in Non-Metro Cities: 1st Five transactions Free on use of
other Bank'sATMs (financial and non-financial transactions in a
calendar month)
Charges on subsequent transactions thereafter:
a) Rs.20/- + Applicable taxes, per financial transaction will be levied
b) Rs. 9/- + Applicable taxes, per *non-financial transaction will
be levied
5. ATM transaction charges
for Current/CAOD Account
No Free transactions.. charges levied from 1st transaction onwards
on useof other Bank's ATMs (financial and non-financial both)
a) Rs.20/- + Applicable taxes, per financial transaction will be levied
b) Rs. 9/- + Applicable taxes, per *non-financial transaction will
be levied
Facilities available on use of RuPay & MasterDebit Cards :
These cards have a daily cash withdrawal limits of Rs.25000/- per day
A separate daily limit of Rs.1,00,000/- is available for POS + e-commerce transactions.

4. RUPAY INSURANCE PROGRAM
RuPay Card Scheme is a domestic network set-up to provide secured, robust, scalable, simple,
transparent, inclusive, user friendly and affordable solutions to entities to issue cards in India. NPCI
introduced a unique feature of insurance of Rs. 1 Lac (accidental death or permanent disability only)
on RuPay Debit Card and RuPay Debit Card under PMJDY with HDFC ERGO General Insurance
Company (HDFC Ergo) w.e.f. April 01, 2014 to March 31, 2015. Extension of Insurance program
beyond aforesaid period will be communicated by NPCI before the expiry of current period.
Following are the details of the said Insurance Program:-
Terms and Conditions:
 All RuPay Card holders (including all variants and Jan Dhan i.e. PMJDY Cards) will be eligible for
the benefit under the Insurance Program.
 Benefits of Insurance will be available only to the Cardholders who have performed minimum one
successful financial or non-financial transaction at any Channel both Intra and Inter-bank
(ATM/MicroATM/POS/e-com) 45 days prior to incident.
 RuPay cardholders will be eligible for the compensation of only 1 eligible RuPay card per
cardholder or per customer, even if multiple cards of different bank are meeting the eligibility
criteria. The choice of the card for the claim would rest with the customer.
 Personal Accident Insurance is open to RuPay cardholders from the age of 18 years to 70 years. It
may be noted that age below 18 and beyond 70 years shall not be eligible to avail the insurance
scheme.
 Compensation of Insurance benefit will be made to the eligible bonafide beneficiary, as per the law
of the land, on submission of complete documentation set prescribed under Procedure for Claim.
Procedure for Claim
 Claim for insurance against policy will need to be submitted by the member bank. NPCI has made
this arrangement as a value added offering on RuPay Card, however process provision have been
made whereby member banks are required to register the claims directly with HDFC Ergo as per
claim process enclosed with this document.
 The enclosed document i.e. Claim process, FAQs, Claim Forms and Policy Wording may be referred
in order to communicate the features to channels and RuPay cardholders.
 Claim Intimation should be made within Thirty (30) days from the date of Loss. In case where a
person is hospitalized (and under a critical condition) and is unable to file claim within 30 days of
loss/incident, such claim cases will be honored by HDFC Ergo if all terms under the policy are met
as on date of loss. Here date of loss is the date on which incident has occurred.

5. CARD SAFETY MEASURES
Tips to remember when you receive the card
 Always keep your card in a safe place, just as you would take care of cash and cheque books.
 Sign in the signature panel on your ATM/debit card(s) as soon as you receive it.
 Never write down your PIN (personal identification number) anywhere. Memorize it.
 If you receive a replacement card, be sure to destroy your old card by cutting it into four and discard
the pieces.
Tips to remember when transacting at the ATM
 Ensure that no one sees you enter your PIN (personal identification number).
 Never allow a stranger to assist you while using an ATM.
 After completing your transaction, secure your card and cash immediately. Always count your cash
before leaving the ATM area and not outside it.
 Do not leave your transaction record at the ATM. Shred it before discarding it.
 Change your ATM PIN frequently, at least once a month.
Tips to remember when using your Debit Card for shopping
 Use your card with merchants that you know and can trust. Never allow the shopkeeper to take your
card to a different shop/room for swiping it.
 Make sure that your debit card is returned to you after completing a purchase; and be sure that the
card that has been returned is your own.
 After a purchase, always take your charge slip(s) with you and tear up any carbon copies.
 Check receipts against your monthly billing statements to verify your card transactions. Report any
unauthorized transaction(s) immediately.
 Check your charge slips against your monthly account statements to verify your card transactions.
 Once you have reconciled your account statements, tear up all charge slips and discard them.

6. Do’s & don’t
Customers – Be Aware
Dos and Don’ts of ATM transactions
Do’s
 Conduct your ATM transactions in complete privacy, never let anyone see you entering your
Personal Identification Number ( ATM Password)
 Please change your PIN / Password periodically for security reasons.
 After completion of transaction ensure that welcome screen is displayed on ATM screen
 Ensure your current mobile number is registered with the bank so that you can get alerts for all your
transactions
 Please inform the Bank in writing immediately in case your mobile registered for SMS alert is
changed.
 Beware of suspicious movements of people around the ATM or strangers trying to engage you in
conversation.
 Do check if the card given to you by the merchant after completion of the transaction is your card .
 Look for extra devices attached to the ATMs that looks suspicious .
 Inform the bank if the ATM / Debit card is lost or stolen, immediately, report if any unauthorised
transaction.
 In case your Debit Card is non-functional for any reason, please contact the concerned branch for
issuance of a new Card .
 Check the transaction alerts sent by the Bank through SMS and bank statements regularly and take
up immediately with your Branch in case of any discrepancy .
 If cash is not dispensed and ATM does not display “cash out” please report to the Bank on the
number mentioned in the Notice Board .
 Immediately check your phone for SMS for debit amount.
 Always, please keep your Debit Card safely in your possession .

Don’ts
 Do not write your PIN on the card, memorise your PIN number.
 Do not take help from strangers or handover your card to anyone for using it .
 Never share Card details, PIN, CVV, OTP etc. with anyone including family members and Bank
officials. Bank does not call for such information from ay customer. Therefore, no information
should be shared on telephone also even if the person calling from other end introduces himself as
Bank official.
 Do not allow the card to go out of your sight when you are making a payment.
 Avoid speaking on the mobile phone while you are transacting.
 Please do not leave your mobile with others.

7. DEBIT CARD GREEN PIN FACILITIES
For ease & convenience, Bank introduced Green PIN facility which enables cardholders of PSB to
generate their own Debit Card PINs instantly at any of PSB ATMs. This facility is available for all
existing as well as new customers of the Bank.  Following are the steps to generate Green PIN for
Debit Card at PSB ATM:
1. Insert your PSB Debit Card and select the "Green PIN" option.
2. After selecting the "Green PIN" option, select "OTP generation".
3. After selecting "OTP generation", the transaction will end and a 6 digit OTP is sent to your
registered mobile number which will be valid for half an hour.
4. Insert your PSB Debit Card again and select "Green PIN" option.
5. After selecting the "Green PIN" option, select option "OTP validation".
6. After selecting the same, ATM will prompt you to enter the 6 digit OTP received on your
registered mobile number.
7. After entering the OTP, the ATM will validate OTP.
8. Enter your new 4 digit Personal Identification Number (PIN) of your choice.
9. A message is displayed on the ATM Screen on successful generation of PIN and the same will
also get printed on the receipt. Please contact your base branch for any assistance and support.

Living Digital: The Demonetization Opportunity
I am no economist. I cannot conclude whether the demonetization drive is a blunder or the bridge to
catapult India into a new economy. However, I do know that the demonetization drive is a mega
opportunity that can transform India.
The Telecom Revolution
No, the telecom revolution did not start with Airtel and Hutch (now Vodafone). The first telecom
revolution started in the mid 1980s. A buoyant young Prime Minister, Rajiv Gandhi, a man with new
ideas and his key advisor, Sam Pitroda’s focus on telecom, very much like the current Prime
Minister’s focus on Digital India, created a revolution of sorts. Over the next few years, STD booths
became a bigger employer than any other employment scheme ever. From railway ticketing to
phones coming up in small towns, it was an opportunity India milked well.
In a way it created the ground for the next phase of the telecom revolution of cellular networks and
now Digital India. Demonetisation is a mega opportunity in waiting for India.
Banking System Access
Even after nearly 70 years of incentives by banks, India had fewer than 400 million people with a
bank account till 2013. The Jan Dhan Yojana resulted in opening 125 million accounts, most of
which were zero balance till October 2016.
The demonetisation drive has resulted in approximately Rs 13,00,000 crore coming into the banking
system. In other words, banking being the only option left now, demonetisation resulted in more
Indians getting into the financial system of the country.
New Opportunities Galore
Just like the mid-80’s created an industry out of STD booths resulting in more employment,
demonetisation can create jobs and opportunities on a massive scale.
Right from electronic wallets to POS, the entire eco system is an opportunity for Indian
entrepreneurs. In fact, from setting up POS, to reaching out to the remote shops in rural India, to
educating digital finance to the man on the street, everything will result in creation of more jobs and
enterprise. After 8 November, the opportunity for broadband and mobile penetration has probably
doubled. To transact you need both the Internet and the mobile. If earlier it was an option now it’s
the only choice.

Leadership Role
The scale of demonetisation done in India has never been done anywhere in the world before. There
is now news about the Australian government, encouraged by India’s demonetisation drive,
considering a proposal to demonetise the $100 note.
The Last Word
In India there are many challenges. Several villages still don’t have electricity, banks are miles
away, people are illiterate etc. Would it then not be wiser to wait till everything was under control?
Or should digitalisation be used as the way forward? In India, the majority population did not have a
landline but mobile phones changed that and India became the second biggest mobile phone market
after China. While the physical bank may still be a long wait for many in remote areas, thanks to
demonetisation, the bank will now come to a person’s hand.

Digital Banking: Step Towards Progress
In the modern world, there are 6 defined generations living now, Baby Boomers, Gen Y, Gen X, and
Traditionalists. Everybody is talking about the lifestyle, the habits, the preferences and the way to
engage these generations.
I get up in the morning and I sleep at night; during this Everyday cycle, I need my banking.
Sometimes I travel by Uber or Ola do payment by the wallet. I sometimes book train, Metro or train
to travel. Regularly I do buy my monthly groceries. I stop at times to eat my breakfast or lunch. I
love to go restaurant in evening for my dinner. I love going out on weekends and I keep searching
places, hotels and modes of travel. For my future, I wish to save some money. I have to pay EMIs of
my TV or Car on monthly basis. I have a function coming up then I should save or spend? I need to
plan my finance around education Fees, monthly Bills, Shopping. I search hotels on GoogleMap. I
love sharing my updates on social media. After doing all this, I wish to be financially stable every
day.
Well, can I achieve all this through my Bank? Can I search them on my bank’s mobile application to
get some offers around that location? Can a Bank keep guiding me on daily basis towards my
financial stability? Can a banking model help me to keep track of my level of financial stability?
Can I share my updates on social media thru my Bank? Can it keep me engaged and motivated
enough to be on its banking channels to live my life happily? Can I see some savings after my
retirement? Where should I invest in an insurance or Mutual Fund? I do not know “English” Can I
use banking? Today I am 22 & I earn 10 Lakhs per year, I wish to save 20 Lakhs in next 30 Years,
how can I?

QUARTERLY FINANCIALS
JUN 2018
(INR) Jun 2018
Revenue -1.63B 137.45%
Net income -3.98B 1668.86%
Diluted EPS - -
Net profit margin 243.63% 4086.08%
Operating income -6.17B 1258.64%
Net change in cash - -
Cash on hand 43.52B 30.59%
Cost of revenue - -

ANNEXURE: 1
BANKER’S QUESTIONNAIRE:
Perception towards E-Banking:
Electronic banking is a system where banking services are provided electronically to Bank
customers and it has changed the way banking business is done. E-banking, means delivering of
banking service, through the use of electronic channels like computers, mobiles, ATMs, television
and other electronic devices.
Please tick your response in the space provided. In all such cases where more than one response is
necessary under the same question, please tick as many responses as are applicable.
1. In general, what do you feel about e-banking as a new systemof delivering banking
services?
a) Vital
b) Essential
c) Desirable
d) Cannot say exactly
e) Any other (please specify)
2. Which of the following e-banking services are provided by your bank?
a) ATM banking
b) Telephone banking
c) Credit cards
d) Debit cards
e) Mobile banking
f) P.C. banking
g) Electronic transfers (EFTs) h) Internet banking

3. How do you let your customers know about e-banking services you provide? [tick applicable
one(s)]
a) Through bank officials
b) Advertisements in print media
c) Television and radio
Advertisements
d) Online advertisements
e) Through their employers
f) Any other (please specify)
4. Indicate by ticking the services offered through ATM in your bank.
a) Withdraw of cash
b) Deposit of cash and cheque
c) Balance check
d) Requesting
cheque book
e) Paying any utility bills
f) Check bank statement
g) Order cheque book
h) Transfer of funds
5. What are the methods you use to encourage your bank clients to use e-banking? (tick as
many as applicable)
a) Make them cheaper by reducing charges and fees.
b) Incentives to e-banking users
c) Intensive advertisement
d) Contacting every customer personality

e) keep on reminding customers through written communication
f) Demonstrating on how to use services to them
g) Giving them guarantee of security and privacy
h) Giving the technological knowledge to customers through seminars.
6. In your own opinion what are the challenges facing the adoption of e-banking technologies?
(please give your opinion to the following statements in the appropriate column)
Statement:
a. Strongly agree (1)
b. Agree (2)
c. Neutral (3)
d. Disagree (4)
e. Strongly Disagree (5)
i) The cost of adopting is very high.
ii) Traditional banking still remains the best option for our clients.
iii) The services are simply too expensive for the lower and consumer.
iv) No difference in profitability as compared to branch banking.
v) There is technological illiteracy among bankers.
vi) Lack of infrastructure is the main hurdle/problem.
vii) Many banks fear cross-border risk since the laws are different from one country to another.
viii) Many banks fear because there are no proper laws and regulations regarding E-banking.
ix) Many banks fear risk management challenges like reputation risk, operational and capital
adequacy risk.
x) Security concerns is the most discouraging factor in using e-banking because customer feel
insecure as they
do not now where electronic transaction pass and whom they meet.

xi) Most of the customers do not know how to use and are not aware of some e-banking services
provided by
their banks.
xii) E-banking services generally do not have privacy of customer’s information.
xiii) Most of the customers prefer face to face banking.
xiv) Most of customer’s banks are providing few e-banking services and some have not yet adopted
e-banking services.
xv) Bankers charge high fees on using e-banking services.
xvi) Customers fear using e-banking because electronic crimes are arising greatly.
7. Why do you think it is important to adopt e-banking services? Please give your opinion to
the following
statements in the appropriate column.
Statement:
b. Agree (2)
c. Neutral (3)
d. Disagree (4)
i) E-banking services are generally faster than traditional banking which helps customers to avoid
long queue in banking halls.
ii) There is high degree of convenience in e-banking as you can access the banking services from
anywhere.
iii) E-banking services are more profitable than traditional banking services.
iv) E-banking services are generally cheaper than traditional banking at the branch as the cost of
providing them is less.
v) Using e-banking services are more prestigious than queuing at the bank halls.
vi) Adopting e-banking helps in retaining more customers.

vii) E-banking may help in avoiding many risks like robbery in physical handling of large amount of
cash.
8. Why do you choose ATM as a media of providing services to customers? Indicate on the
appropriate column.
Statement:
b. Agree (2)
c. Neutral (3)
d. Disagree (4)
(i) It is easy to install the system
(ii) It is not expensive among others
(iii) It is easy to provide services to clients
(iv) Convenient to many clients
(v) Most of clients demand it.
PART (III)
PERSONALINFORMATIONOF THE RESPONDENT
1. Name of the respondent:
2. City: State/Province:Country:
3.i) Bank:
ii) Branch

iii) Type of bank:
(a) Private bank
(b)Public bank
(c)Foreign bank
4. Size of bank:
(a) Small size
(b) Medium size
(c)Large size
5. Working experience:
a) Less than 5 years
b) 6 to 10 years
c) 11 to 15 years
d) 16 and above years.
6. Position in bank hierarchy or designation:
a) Branch Manager
b) Head of department
c) Accounts officers
d) others.
7. Educational qualification:
a) High school
b) Graduate
c) Post Graduate

ANNEXURE: 2
CUSTOMER’S QUESTIONNAIRE:
Perception towards E-banking: An analysis on the customer perception:
Please tick your response in the space provided. In all such cases where more than one responses are
necessary under the same question, please tick as many responses as are applicable.
1. In general, what do you feel about e-banking as a new systemof delivering banking
services?
a) Vital
b) Essential
c) Desirable
d) Cannot say exactly
e) Any other (please specify)
2. How did you come to know about E-Banking services? (tick as many as applicable)
a) From bank officials
b) Advertisement in print media
c) Television and radio Advertisement
d) On line advertisement
e) From your family members
f) From your friends
g) Any other (Please specify)
3.i) Which among the following e-banking services are provided by your bank? (Tick as many
as applicable)
a) ATM
b) Internet banking
c) Mobile banking
d) Phone
e) Internet banking
f) Debit cards
g) Credit cards
h) Any other (Please specify)
3.ii) Which one(s) among the e-banking services you have personally adopted?
a) ATM
b) Internet banking
c) Mobile banking

summer internship report on digital banking (Punjab & Sind Bank)

summer internship report on digital banking (Punjab & Sind Bank)

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