e banking

1. 1
INTRODUCTION TO PROJECT WORK
The Project Work is totally related to „RESEARCH‟. A project is a research activity, which can be
analyzed independently. Research is discovery of facts. Project is the part of circular or degree program
that provides opportunities to investigate a problem applying knowledge in scientific manner. It gives
opportunities to student to learn in particular situation and art of concluding a study in a systematic
way and presenting its findings in project report. It is beneficial for student to in part certain skill,
develops the punctuality, skill of interaction, observation etc. It is an attempt to discover intellectual
and practical solutions to the problems through the application of Scientific Methods.
Dictionary meaning of project is speculative imagination, a scheme of something to be done, a
proposal for an understanding. Project is an economic activity with well definite objective having
specific beginning and end.
ACCORDING TO OXFORD DICTIONARY “Project Work is defined as careful investigation or inquiry especially through search for new facts in
any branch of knowledge”.
Hypothesis
1.5 RESEARCH METHODOLOGY
Meaning of Research
Research is a systematic structure of investigation undertaken in order to discover new facts. It provides
a structure for decision-making. Research is an inseparable part of human knowledge.
Research means manipulations of things, concepts or symbols for the verification of knowledge.
Research is a way of thinking. Today‟s research becomes important activity in overall social life.
Methodology is essential to perform any research activity. Method means system or order. Method
means way of doing something. Research methodology provides a framework, to conduct a research.
Methodology is the series of steps followed to attain the objectives of the social research. It is the line of
steps followed to obtain the objectives of the social research. It is the line of action designed in such a
way so that the researcher is able to collect the proper data and draw a right conclusion. It includes steps
by the researcher right from the beginning to the conclusion and recommendation of the project report.
To collect information regarding this subject proper guidance from an authorized person is necessary.
So, I visited to State Bank Of India, Indira Nagar.
1.6 SOURCES OF DATA COLLECTION
PRIMARY SOURCES
 Observation
 Interview method.
 Questionnaire method.
SECONDARY SOURCES
Data collection is the essence of project work. The various ways of data collection are
discussed below
PRIMARY SOURCES

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OBSERVATION
Observation technique is used where it is not possible for the researcher to go physically and collect the
information. Observation becomes a scientific tool for the researcher to the extent that it serves a
formulated research purpose, is planned systematically, is related to more general theoretical
proposition, is recorded systematically and is subjected to check and controls on validity and
reliability.
One great asset of the observational technique is that it is possible to record behavior as it occurs.
Observation is not nearly something OR activity OR situation but it is watching, closely and
systematically with the purpose in a given situation with the given resources observation is the basic
method of obtaining information about the world around you.
Advantage of observation technique is that of simplicity, direct and ritualistic study, greater accuracy
and therefore data more dependable.
1.
INTERVIEW
Interview is one of the important and powerful tool for data collection in social research. It is a verbal
method of collecting special data. It is direct method of enquiry. The person who is interpreting is
called interviewer and the person who give the information is called interviewee. It is method where
there is face-to-face conversation between more than one people. It is not only the words spoken but
also that mutter gestures, facial expression, modulation of voice, rate of speech, etc. This technique is
used to collect the information as per requirement and thus becomes possible for researchers to arrive
at conclusion.
3. QUESTIONNAIRE METHOD:
This is one of the methods of collecting information directly by face-to-face conversation. In this
method General questionnaire is prepared by covering all aspects of topic and requirements of user.
Data regarding questionnaire can be collected directly from interviewee or by distributing the
questionnaire to workers or staff.
SECONDARY SOURCES
“An published or unpublished work that is one step removed from the original source,
usually describing, summarizing, analyzing evaluating, derived from, or based on primary
source material.
Secondary sources are work that :
- are one step removed from the original event or experience
- provide criticism or interpretation of a primary source
Secondary sources include :
textbooks
review articles and critical analysis essays
biographies
historical films, music and art
articles about people and events from the past.
I have used observation, interview and questionnaire method for collection of data of Mutual Funds
provided by STATE BANK OF INDIA and from secondary sources, I have taken information from the
Bank‟s brochures, the bank‟s website , internet and certain books on Banking and Finance and Project
and Research Methodology.

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Organization profile
2.1 INTRODUCTION TO BANK
A bank is an institution, which is engaged in the business of accepting the deposit and giving
the loans. Bank accepts deposits from various people institution that have surplus funds and
advance loans to those who need them. Thus, the main function of bank is to accept deposits by
mobilizing the saving and give loans to needy person for different purpose. There are various
definition stated by different authorities which make the nature and important function of bank
very clear.
Definition of Bank
PROF. R.S. SAYER'S:
"A bank is an institution whose debts usually' referred to as bank deposits are commonly
accepted in final statement of other debts"
PROF. JHON PAGET'S:
" It is a fair deduction that no person or body , corporate or otherwise who doesn't issues deposit
ales, issues, pay, cheques drawn upon himself and collect cheques, crossed and uncrossed for
him customer."
2.2 HISTORY AND EVOLUTION OF BANKING IN INDIA
Without a sound and effective banking system in India it cannot have a healthy economy. The
banking system of India should not only be hassle free but it should be able to meet new challenges
posted by the technology and only other external and internal factors.
For the past three decades India‟s banking system has several outstanding achievements to its credit.
The most striking is its extensive reach. It is no longer confined to only metropolitans or
cosmopolitans in India. In fact, Indian banking system has reached even to the remote corners of the
country. This is one of the main reasons of India‟s growth process.
The first bank in India though conservative was established 1786 till today. From 1786 till today the
journey of Indian banking system can be segregated in three distinct phases.
They are mentioned below:•
Early phase from 1786 to 1969 of Indian banks.
•
Nationalization of Indian banks and up to 1991 prior to Indian banking sector.
•
New phase of Indian banking system with advent of Indian financial and banking sector reform after
1991.
The general bank of India was set up in the year 1786 government took major steps in this Indian
banking sector reform after independence. In 1955, it nationalized imperial bank of India with
extensive banking facility on large scale especially in rural-urban areas. It formed state bank of India
to act as principal agent of R.B.I. and to handle banking transactions of the union and state
governments all over the country.

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The state bank of India is largest commercial bank and is ranked one of the top five banks
worldwide. It serves 90 million customers through the network of 9000 branches and it offers either
directly or through subsidiaries a wide range of banking services.
After the nationalization of banks in India, the branches of the public sector banks rose to
approximately 800% in deposits and advances took a huge jump by 11000%.
The second phase of nationalization Indian banks took place in the year 1980 seven more banks
were nationalized with deposits over 200 crore till this year; approximately 80% of the banking
sector in India were under government ownership. As on 30th June 1999 there were 300 scheduled
banks in India comprise having a total network of 64,918 branches.
2.3 IMPORTANCE OF BANK
Bankers play very important role in the economic life of the nation. The health of the economy is
closely related to the soundness of its banking system. Although banks create no new wealth but their
borrowing, lending and related activities facilitate the process of production, distribution, exchange
and consumption of wealth. In this way they become very effective partners in the process of
economic development. Today modern banks are very useful for the utilization of the resources of the
country. The banks are mobilizing the savings of the people for the investment purposes. If there
would be no banks then a great portion of a capital of the country would remain idle.
A bank as a matter of fact is just like a heart in the economic structure and the Capital provided by it
is like blood in it. As long as blood is in circulation the organs will remain sound and healthy. If the
blood is not supplied to any organ then that part would become useless, so if the finance is not
provided to Agricultural sector or industrial sector, it will be destroyed. Loan facility provided by
banks works as an incentive to the producer to increase the production. Many difficulties in the
international payments have been overcome and volume of transactions has been increased. Cheques,
drafts bills of exchange and letters of credit are very important instruments of the banks. The banks
collect these instruments drawn on banks in other cities or countries and proceeds according to the
accounts of the customer's concerns.
Most businesses have a need for a line of credit or other financing with a bank. Especially when
business is slow or the company is in some way struggling, relations with your banker can become
strained. When the banker is worried, he may start asking hard questions. Here are some ideas on
how to deal with this situation and on how to make your banker a partner all the time, not just when
things are going well. The key to excellent relations with your banker is having excellent
communications. To have him on your side, he needs to understand what you are doing and to be
confident of what to expect in the future. You must reach the point in your dealings with him that
you tell him what is happening before it happens. The better able you are to project, the more
confidence he will have.It should be self evident that the banker's main concern is being repaid. The
objective here is to inspire genuine, earned confidence, not to pull the wool over the eyes of an
unsuspecting lender. Be informed, do what is right, and communicate. Since your banker expects
you to know your business much better than he does, communicate on an ongoing basis the
following elements of your business.
2.4 PRINCIPLES OF BANK

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Principles of Bank has direct applicability to a broad range of banking positions - from a Customer
Service Representative to a Consumer Lending Manager. Topics covered include:
Context, structure and operation of banks as profit-making enterprises
Operations of banks, from managing assets to managing liabilities
Deposit products, services, and account opening requirements
Checks as negotiable instruments, check processing, and other payment systems
Electronic banking services and trends
Lending, including loan types and the lending process
Bank products and services for businesses and international banking
Services such as trusts, investments, and insurance for consumers and businesses
Building customer relationships by meeting customer expectations, understanding the
purchasing process, sales and marketing
Fiduciary role of banks in protecting customer information, safeguarding customer and
bank assets, and deterring financial crimes, and protecting the nation's financial system.
2.5 RESPONSIBILITIES OF A BANK

Ensure optimal levels of customer services for all business products.

Develop and expand portfolio and maintain effective business
relationships for customers.

Provide sales support to all clients and manage efficient working of brand.

Maintain effective customer relationships and manage all management services and loans.

Coordinate with staff and resolve all issues for business products and services for branch.

Monitor all referrals and walk in customers and acquire new customers
for
branch
and
develop cross sell opportunity.

Maintain effective relationship with all customers and sell all financial products.

Documents all sales activities and prepare targets for future sales.

Manage and ensure achievement of all target goals.

Develop local competition strategies and manage all objections.

Maintain effective relationships with important centers.

Ensure compliance to regulations and standards.

Maintain effective relationship with regulators and address all issues.

Develop an environment to develop and support brands.

Perform internal and external auditing and address all issues by regulators.
3.2 EVOLUTION OF STATE BANK OF INDIA
State Bank of India previously it was constituted as “Imperial Bank of India” under the
Imperial Bank of India Act, 1920.
When India attained the freedom, the Imperial Bank of India had a capital base of Rs. 11.85

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crores, deposits and advances of Rs.275.14 and Rs.72.94 crores respectively and a network of
172 branches and more than 200 sub offices extending all over the country.
Later on to serve the economy in general and rural sector in particular, the All India Rural
Credit Survey Committee recommended the creation of state – partnered and state – sponsored
bank by taking over the Imperial Bank of India, and integrating with it, the former state –
owned and state – associated banks.
An act was accordingly passed in the parliament in May 1955 and State Bank of India was
constituted on 1st July 1955.
Later, the State Bank of India (Subsidiary Banks) Act was passed in 1959, enabling SBI to
take over eight former State – associated banks as its subsidiaries.
I am developing my project for the “THE STATE BANK OF INDIA” Indira Nagar Branch.
The branch was started on year 2003, near about 25 stall member are working in this branch.
The Branch set up is totally new & system is perfect & useful to society. Everything they do
how to build up the relationship & to grow up. Our business can be summarized in one word
value. Fundamental define how they conduct ourselves in our business approach & objectives.
All over action are ultimately aimed towards, building good relationship eventually leading to
customer delight. They strongly believe that service without an element of human touch is
incomplete & strive to offer personalized service to our clients etc. India Conveying the length
& breadth of the Country. They are growing institution let your money grow with us.
.3 ORGANISATION STRUCTURE
BRANCH MANAGER
ASSISTANT BRANCH MANAGER
SENIOR OFFICER

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JUNIOR OFFICER
CLERK/CASHIER
PEONS / MESSAGER
WATCHMAN /GUARD
3.4 FUNCTIONS OF BANK
The various function of a bank can be classified under 2 main head as follows.
 Primary Functions.
 Secondary functions
1. PRIMARY FUNCTIONS:Primary functions can be stated in a sentence. A bank borrows (accepts deposits)
to lead. Thus, primary function is
 To accept deposits.
 To advance loans.
Without accepting deposits, loans can't be given. These deposits are on various ales. i.e.
1. Fixed Deposit A/C
2. Saving A/C
3. Current A/C
4. Recurring A/C &. So many other such A/c
The deposits accepted by a bank are repayable on demand are Known as “Demand” or
“Current deposits”type of deposits are “Time Deposits” These deposits cannot be
withdraw on demand
Another function of a bank is to lend. Bank give various types of financial need of different
classes of loans & advances to cater to the financial needs of different classes of people , such
loans are given for short, medium, long term against some security & or personal security of a

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borrower . Such loans can be of various types.
Following are some such important types:
1. Bank Overdraft
2. Discounting the bill
3. Cash Credit
4. Money against call & notice
5. Loan against security F.D.R. etc.
2) SECONDARY FUNCTIONS:
Bank also performs caller function too. They are known as 'Secondary Functions' which is
Further is divided as
Agency Function
General Function
A) Agency Function:
Incidental to the primary function, bank performs a number other functions know as
Agency function' these function include:
 Payment of' insurance premium & other subscription, collection of salary,
pension bill amount cheques , dividend
, interest etc.
 Transfer of funds with the help of draft, M.T.T.T etc.
 Acting as a trustee & executer of bills.
 Filing of Income tax returns.
 Purchase & sale of security.
All those & such other are called as the agency Functions as they performed by bank on behalf
of the customer.
B) General functions:
Besides, the agency functions, bank also performs, a number of utility
functions. Some of important utilize functions are below:
Bank provides the facility of safe deposit volt to people to keep their valuable safes.
To issue letters of credit, traveler’s cheque.
They deal in foreign exchange Underwriting of share, debentures etc.
Diagram of E-Banking System

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.1.7 E-BANKING PRODUCTS
Automated Teller Machine (ATM): These are cash dispensing machine, which are
frequently seen at banks and other locations such as shopping centers and building
societies. Their main purpose is to allow customer to draw cash at any time and to provide
banking services where it would not have been viable to open another branch e.g. on
university campus. An automated teller machine or automatic teller machine (ATM) is a
computerized telecommunications device that provides a financial institution's customers a
method of financial transactions in a public space without the need for a human clerk or
bank teller. On most modern ATMs, the customer identifies him or herself by inserting a
plastic ATM card with a magnetic stripe or a plastic smartcard with a chip that contains his
or her card number and some security information, such as an expiration date or CVC
(CVV). Security is provided by the customer entering a personal identification number (PIN).
Using an ATM, customers can access their bank accounts in order to make cash
withdrawals (or credit card cash advances) and check their account balances. Many ATMs
also allow people to deposit cash or checks, transfer money between their bank
accounts, pay bills, or purchase goods and services. Some of the advantages of ATM to
customers are:Ability to draw cash after normal banking hours
Quicker than normal cashier service
Complete security as only the card holder knows the PIN
Does not just operate as a medium of obtaining cash.
Customer can sometimes use the services of other bank ATM’s.
Tele banking or Phone Banking: Telephone banking is relatively new Electronic Banking
Product. However it is fastly becoming one of the most popular products. Customer can
perform a number of transactions from the convenience of their own home or office; in fact
from anywhere they have access to phone. Customers can do following:Check balances and statement information
Transfer funds from one account to another
Pay certain bills
Order statements or cheque books
Demand draft request
This facility is available with the help of Voice Response System (VRS). This system
basically, accepts only TONE dialed input. Like the ATM customer has to follow particular
process, initially account number and telephone PIN are fed for the process to start. Also
the VRS system provides the users within additional facilities such as changing existing
password with the new desired, information about new products, current interest rates etc.

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Mobile Banking: Mobile banking comes in as a part of the banks initiative to offer multiple
channels banking providing convenience for its customer. A versatile multifunctional, free
service that is accessible and viewable on the monitor of mobile phone. Mobile phones are
playing great role in Indian banking- both directly and indirectly. They are being used both
as banking and other channels.
Internet Banking: The advent of the Internet and the popularity of personal computers
presented both an opportunity and a challenge for the banking industry. For years, financial
institutions have used powerful computer networks to automate million of daily transactions;
today, often the only paper record is the customer’s receipt at the point of sale. Now that
their customers are connected to the Internet via personal computers, banks envision
similar advantages by adopting those same internal electronic processes to home use.
Banks view online banking as a powerful “value added” tool to attract and retain new
customers while helping to eliminate costly paper handling and teller interactions in an
increasingly competitive banking environment. In India first one to move into this area was
ICICI Bank. They started web based banking as early as august 1997.
1.1.8 TYPES OF INTERNET BANKING OR E-BANKING
Understanding the various types of Internet banking will help examiners assess the risks
involved. Currently, the following three basic kinds of Internet banking are being employed
in the marketplace.
Informational- this is the basic level of Internet banking. Typically, the bank has
marketing information about the bank’s products and services on a standalone server. The
risk is relatively low, as informational systems typically have no path between the server
and the bank’s internal network. This level of Internet banking can be provided by the banks
or outsourced. While the risk to a bank is relatively low, the server or web site may be
vulnerable to alteration. Appropriate controls therefore must be in place to prevent
unauthorized alterations to the bank’s server or web site.
Communicative- this type of Internet banking systems and the customer. The interaction
between the bank’s system and the customer. The interaction may be limited to electronic
mail, account enquiry, loan applications, or static file updates (name and address change).
Because these servers may have a path to the bank’s internal networks, the risk is higher
with this configuration than with informational systems. Appropriate controls need to be in
the place to prevent, monitor, and alert management of any unauthorized attempt to access
he bank’s internal networks and computer systems. Virus controls also become much more
critical in this environment.
Transactional- this level of Internet banking allows customers to execute transactions.
Since a path typically exists between the server and the bank or outsourcer’s internal
network, this is the highest risk architecture and must have the strongest controls. Customer
transactions can include accessing accounts, paying bills, transferring funds etc.
1.1.9 FEATURES OF E-BANKING
Transactional: (e.g. performing a financial transaction such as an account to account
transfer, paying a bill or applications like applying for a loan, new account, etc.)
Electronic Bill Presentment and Payment (EBPP)
Funds transfer between customers own checking and savings accounts, or to another
customers account.
Investment purchase or sale.
Loan application and transactions such as repayments.
Non-transactional: (e.g. online statements, Check links, Chat, Co-browsing etc.) Financial
Institution Administration- features allowing financial institutions to manage the online
experience of their end users. ASP/ Hosting Administration – features allowing the hosting
company to administer the solution across financial institution.
1.1.10 ADVANTAGES OF E-BANKING:Convenience- Unlike your corner bank, online banking sites never close; they’re
available 24 hours a day, seven days a week, and they’re only a mouse click away. With
pressures on time and longer travelling periods, more and more people find it tiresome
waiting in queues. People want flexibility, and Internet banking offers just that.

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Ubiquity- If you’re out of state or even out of the country when a money problem arises,
you can log on instantly to your online bank and take care of business, 247.
Transaction speed- Online bank sites generally execute and confirm transactions at or
quicker than ATM processing speeds.
Efficiency-You can access and manage all of your bank accounts, including IRA’s, CDs,
even securities, from one secure site.
Effectiveness- Many online banking sites now offer sophisticated tools, including account
aggregation, stock quotes, rate alert and portfolio managing program to help you manage
all of your assets more effectively. Most are also compatible with money managing
programs such as quicken and Microsoft money.
Cheaper alternative: - With increasing competition, it seems to be the cost factor that is
driving banks to offer the facility. The Internet is still a very cheap alternative to opening a
physical branch, and most of the push seems to be coming from the supply side. The costs
of a banking service through the Internet form a fraction of costs through conventional
methods.
From snob value to necessity:- A couple of years ago, there was a belief even among
bankers that customers opening new accounts wanted the online banking facility, just to
"feel good" and very few of them actually used the services. Today, bankers believe that the
trend from `nice to have' is changing to `need to have'. The "snob value" of banking with an
organization that could offer service on the Internet has given way to a genuine necessity,
he feels. "It all depends on how busy a person is."
DISADVANTAGES OF INTERNET BANKING
Start-up may take time-In order to register for your bank’s online program, you will
probably have to provide ID and sign a form at a bank branch. If you and your spouse wish
to view and manage their assets together online, one of you may have to sign a durable
power of attorney before the bank will display all of your holdings together.
Learning curves- Banking sites can be difficult to navigate at first. Plan to invest some
time andor read the tutorials in order to become comfortable in your virtual lobby.
Bank site changes- Even the largest banks periodically upgrade their online programs,
adding new features in unfamiliar places. In some cases, you may have to re-enter account
information.
1.1.11 HOW E-BANKING CAN EASE YOUR LIFE
Indian banks are trying to make your life easier. Not just bill payment, you can make
investments, shop or buy tickets and plan a holiday at your fingertips. In fact, sources from
ICICI Bank tell us, "Our Internet banking base has been growing at an exponential pace
over the last few years. Currently around 78 per cent of the bank's customer base is
registered for Internet banking." To get started, all you need is a computer with a modem or
other dial-up device, a checking account with a bank that offers online service and the
patience to complete about a one-page application-- which can usually be done online. You
can avail the following services.
1. Bill payment service: Each bank has tie-ups with various utility companies, service
providers and insurance companies, across the country. It facilitates the payment of
electricity and telephone bills, mobile phone, credit card and insurance premium bills. To
pay bills, a simple one-time registration for each biller is to be completed. Standing
instructions can be set, online to pay recurring bills, automatically. One-time standing
instruction will ensure that bill payments do not get delayed due to lack of time. Most
interestingly, the bank does not charge customers for online bill payment.
2. Fund transfer: Any amount can be transferred from one account to another of the same
or any another bank. Customers can send money anywhere in India. Payee’s account
number, his bank and the branch is needed to be mentioned after logging in the account.
The transfer will take place in a day or so, whereas in a traditional method, it takes about
three working days. ICICI Bank says that online bill payment service and fund transfer
facility have been their most popular online services.

12. 12
3. Credit card customers: Credit card users have a lot in store. With Internet banking,
customers can not only pay their credit card bills online but also get a loan on their cards.
Not just this, they can also apply for an additional card, request a credit line increase and
God forbid if you lose your credit card, you can report lost card online.
4. Railway pass: This is something that would interest all the aam janta. Indian Railways
has tied up with ICICI bank and you can now make your railway pass for local trains online.
The pass will be delivered to you at your doorstep. But the facility is limited to Mumbai,
Thane, Nasik, Surat and Pune. The bank would just charge Rs 10 + 12.36 percent of
service tax.
5. Investing through Internet banking: Opening a fixed deposit account cannot get easier
than this. An FD can be opened online through funds transfer. Online banking can also be a
great friend for lazy investors. Now investors with interlinked demat account and bank
account can easily trade in the stock market and the amount will be automatically debited
from their respective bank accounts and the shares will be credited in their demat account.
Moreover, some banks even give the facility to purchase mutual funds directly from the
online banking system. So it removes the worry about filling those big forms for mutual
funds, they will now be just a few clicks away. Nowadays, most leading banks offer both
online banking and demat account. However if the customer have there demat account with
independent share brokers, then need to sign a special form, which will link your two
accounts.
6. Recharging your prepaid phone: Now there is no need to rush to the vendor to
recharge the prepaid phone, every time the talk time runs out. Just top-up the prepaid
mobile cards by logging in to Internet banking. By just selecting the operator's name,
entering the mobile number and the amount for recharge, the phone is again back in action
within few minutes.
7. Shopping at your fingertips: Leading banks have tie ups with various shopping
websites. With a range of all kind of products, one can shop online and the payment is also
made conveniently through the account. One can also buy railway and air tickets through
Internet banking.
1.12 INTERNET BANKING IN INDIA
The Reserve Bank of India constituted a working group on Internet Banking. The group
divided the internet banking products in India into 3 types based on the levels of access
granted. They are:
Information Only System: General purpose information like interest rates, branch
location, bank products and their features, loan and deposit calculations are provided in the
banks website. There exist facilities for downloading various types of application forms. The
communication is normally done through e-mail. There is no interaction between the
customer and bank's application system. No identification of the customer is done. In this
system, there is no possibility of any unauthorized person getting into production systems of
the bank through internet.
Electronic Information Transfer System: The system provides customer specific
information in the form of account balances, transaction details, and statement of accounts.
The information is still largely of the 'read only' format. Identification and authentication of
the customer is through password. The information is fetched from the bank's application
system either in batch mode or off-line. The application systems cannot directly access
through the internet.
Fully Electronic Transactional System: This system allows bi-directional capabilities.
Transactions can be submitted by the customer for online update. This system requires high
degree of security and control. In this environment, web server and application systems are
linked over secure infrastructure. It comprises technology covering computerization,
networking and security, inter-bank payment gateway and legal infrastructure. It includes
the followings:
o ATM
o DEBIT CARDS
o SMART CARDS
o MOBILE BANKING

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1.1.15 E-BANKING WORLD WIDE
Since its inception, Internet banking has experienced strong and sustained growth. World
Bank report on leapfrogging in e-finance pointed out that the three countries with impressive
progress in information technology in this sense are Estonia, Republic of Korea and Brazil.
Creation of the world’s leading electronic banking systems has been done at a remarkably
low cost compared to other world-class internet banks. In the European Union, 60 million
people, representing 18 per cent of the adult population, use online banking In France, the
number of online banking accounts is recording an annual growth rate of 75 per cent.
However, Estonia is a country that has become a leader in Internet banking (which now
reaches 18 per cent of the population), not only among Eastern European countries but in
world rankings, through a combination of easy to- use software, free-of-charge transactions
and behavior changes resulting from the influence of the Nordic countries’ IT culture on
Estonia.
A sector in which Latin America is seems to be performing better than in other industries is
online retail banking. Growth in this area has been driven by traditional banks, which have
used the online channel to generate customer loyalty and improve their operating margins.
Two Brazilian banks, Bradesco and Banco do Brasil; have thus achieved more than 4
million online customers each. Mexico is another leader of Internet banking in Latin
America. It adopted legislation providing for the development of both E-Commerce and efinance. In Mexico, the number of online bank users more than tripled from 700,000 in 2000
to 2.4 million in 2001, and it could reach 4.5 million in 2005 (E-Marketer 2002b). One reason
for the success of Latin American banks’ online ventures seems to be the attention they
have paid to providing retail customers with multiple ways to access their accounts
(Internet, telephone, wireless). However, given that the share of the total population that
actually has a bank account is relatively small, the expansion of Latin American online
banking may be facing a bottleneck.
Compared with overall Internet usage estimated at 4.4 million in Australia, the major banks
together have attracted only 1.2 million to online banking. The Internet is a global
phenomenon and so is e-finance. Its deployment is not limited to developed countries, and
indeed some developing countries – such as India and the Republic of Korea – are
experiencing particularly strong growth in E-Banking. In Asia one of the most impressive
records has been achieved by the Republic of Korea. The Republic of Korea is leading in
online brokerage and in mobile banking. In South-East Asia Internet banking is also
developing rapidly in Thailand, Malaysia, and Singapore and to a lesser extent, in the
Philippines.
In Bangladesh there is a large gap between the computerization of foreign banks and that of
local commercial banks and as regards the state of their intra- and inter-branch online
networks. However, 75 per cent of local banks are planning to introduce E-Banking, which
implies very dynamic improvements. Apart from North and South Africa the Sub Saharan
Africa is the region that is seriously lagging behind in Internet banking, although it is giving
to the rest of the world the good example of microfinance developments.
1.2.4 ICICI BANK SERVICES
MOBILE BANKING: Conducting banking operations using the mobile phone has been fast
catching up around the world for its convenience. We have launched mobile services in
India to convenience our customers. You can do your banking operations sitting anywhere,
anytime. It is discreet, personalized and on your phone. Use it when at a meeting, in a
movie hall, while having your Sunday brunch or at any other place you cannot usually
expect to get the information you want from your bank. It is an empowering and userfriendly mode of accessing your bank account. To get started, take a look at the menu on
the left and go through our various services. You can now access the following ICICI Bank
services via your mobile phone:
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INSTA BANKING
Insta Banking makes your banking simpler, faster, and more convenient. Through these 5
great channels - Internet Banking, Mobile Banking, ICICI Bank ATMs, Instant Voice
Response (IVR) Banking and iMobile - you can do your day today banking anytime,
anywhere.

14. 14
INTERNET BANKING
ICICI Bank brings convenience and security to your desktop. Now you can check your
account balance, transfer funds, download your account statement, and pay bills or even
book tickets online, from the comfort of your home or in the middle of a busy day at the
office. Explore the power of simpler and smarter Banking whether you are a Banking, Credit
Card, Loan or Demat customer.
ATM BANKING
Bank 24/7 through a widespread network of ICICI Bank ATMs making life easy and
convenient for you. User-friendly graphic screens and easy to follow instructions available in
a choice of local languages, makes ATM Banking with ICICI Bank a smoother experience.
ICICI Bank's widespread network of ATMs makes it easy and convenient for you to bank
24/7. With over 4,883 + ATMs and 1,626 + branches set up within India, we ensure that you
are never too far from an ICICI Bank ATM. Userfriendly graphic screens and easy to follow
instructions in a choice of local languages, makes ATM Banking with ICICI Bank a smooth
experience. ICICIBank.com also features the easy to access ATM Locator, making it easy
for you to find an ICICI Bank ATM in your neighbourhood.
The ICICI Bank edge
Cash withdrawal up to Rs. 25,000/- per day from your account (50,000 for HNI's). Fast
Cash option facilitates withdrawal of prefixed amounts; Ultra Fast Cash allows withdrawal of
Rs. 3000/- in one shot
Check your ledger balance and available balance
Print out your Mini Statement which displays your last 8 transactions and the current
balance.
Deposit Cash / Cheques at all full function ATMs; cash deposited in ATMs will be credited
to the account on the same day if deposited before the clearing and cheques are sent for
clearing on the next working day
Transfer funds from one account to another linked account in the same branch.
Change the Personal Identification Number (PIN) of your ATM or Debit card
Pay bills, make donations to temples / trusts, buy internet packs, airtime recharges for
prepaid mobile phones, etc.
Request for a cheque book from our ATMs; concerned branch dispatches it to
reach you within 10 working days
No charge is levied on ICICI Bank customers for transacting through ICICI Bank's ATMs.
But, if the minimum quarterly average balance is not maintained in your savings account,
first 6 transactions in the quarter are free and thereafter, Rs. 25 per transaction is charged.
I MOBILE
ICICI Bank's iMobile is a breakthrough innovation in banking that allows you to transfer
funds, make your credit card payments, pay utility bills, check your balance and do lots
more, for free. So why wait anymore. Just download the iMobile application on your phone
by sending us an SMS and experience iMobile. . ICICI Bank brings to you the 2nd
generation iMobile that has newer features, smarter interface, quicker navigation and
enhanced functionality. ICICI Bank's iMobile is your answer to banking on the move. The
next generation iMobile is your key to a faster, easier and simplified banking service. Using
GPRS enabled on your mobile handset or through SMS, iMobile helps you to connect
directly to your bank account.
This Rich Client Based Application needs to be installed on your mobile thereby enabling a
single click access to your account.
Services available with i Mobile:
Payment of utility bills and credit card bills
Transfer of funds to any bank account
Payment of insurance premium
Placement of service request such us ordering of cheque books, bank account
statements, cheque status and balance enquiry.
Access the following ICICI Bank services via iMobile:
Bank Account
Funds transfer
Bill Payment
Balance Enquiry
Last 5 transactions
Cheque Book Request
Stop Cheque request

15. 15
Cheque status Enquiry
Credit Card
Balance Details
Last Payment Details
Payment Due Date
Reward Point Status
Demat A/c
Holding Enquiry
Transaction Status
Bill Enquiry
ISIN Enquiry
Loan A/c
Provisional IT Certificate
Final IT Certificate
Reset Letter
Rescheduled Letter
Loan Agreement Copy
M Shop
Prepaid Mobile Recharge
Other Services
Status of Service Request Raised
Locate US
IVR BANKING
Find answers to all your banking needs from your phone. ICICI Bank's Instant Voice
Response (IVR) Banking is free of charge, fully automated and at the same time
userfriendly. Just having an ATM PIN for your account and credit card ensures that your
transactions are secure.
Saving A/C
Credit cards
Demat
Bonds
Others
TV BANKING
At ICICI Bank, we've introduced India to an all new way of banking. TV Banking. This
pioneering initiative now enables you to get information regarding loans, accounts, deposits
and a lot more while you're watching that exciting cricket match or your favorite sitcom.