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financial inclusion and E-banking

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Trishala Gautam

this is a presentation which tells about the current status of financial inclusion in India as well as awareness regarding the use of ATM among the customer of State Bank of India. its a primary study based on random sampling and questionnaire format... hope you may like it

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Financial Inclusion and E- Banking Services (ATM) awareness among the customer of SBI Submitted by: Trishala Gautam Economics Honors
Presentation Outlay
Introduction
NEED OF THE STUDY
OBJECTIVE OF THE STUDY
FINANCIAL INCLUSION IN INDIA
In the past five and a half years, these BSBD accounts have risen more than six- fold and nearly half of these accounts were opened through Business Correspondents (BCs) as shown below: 50 75 110 190 305 410 505 60 100 110 180 250 400 450 2010-11 2011-12 2012-13 2013-14 2014-15 2015-16 2016-17 Progress in No Frills/ Basic Savings Bank Accounts amount outstanding ( Rs. billion) number of accounts (million)
ATM SERVICES
What is debit card?
Types of Debit Card Visa Debit Card Visa Electron debit cards MasterCard Cirrus Card or a MasterCard Contactless Debit Card RuPay Debit Card Maestro Debit Card
SBI (State Bank Of India)
RESEARCH METHODOLOGY Sampling method: The in- depth interview procedure for this study is limited to Agra City only as there are some certain limitation. And it has been already mentioned that the interview will be only on the users of SBI ATM services. Data Collection method: The primary data will be collected in form of questionnaire from the users of SBI ATM Services. Data Analysis method: The data analysis of this research will mostly represent by qualitative manner. Sample Size: 25 Age group: 18-50 Population: Customer of SBI Sampling method: Random sampling Time period: 2 months Statistical tools:, Graphical representation Geographical area: Sunderbagh dayalbagh, Agra
DATA ANALYSIS Chart 1 shows, the surveyed population, Males accounted for 14(56%) and Females accounted for 11(44%). 56% 44% 1. Gender Ratio Males female
Do you have an ATM Card? 80% 20% Do you have an ATM Card yes no
Rest of the study is out of 20 respondents How often do you use an ATM CARD? 25% 70% 5% 0% Frequency of using ATM in a Month < 3 time in a month 3- 6 times in a month 7-10 times in a month > 10 times in a month
Which attribute of bank do you like the most. technology used by banks type of bank trust location Important Attributes of Bank 5% 5% 20% 20% 0% 5% 10% 15% 20% 25% Important Attributes of Bank
Which factors motivate you to use the new techniques in banking (Atm services)? 50% 30% 10% 5% 5% Most motivating Factor to Use new technique in banking (ATM Services) reduce time of location cost effectiveness ease of use emergency purpose availability of Atm centers & 24*7 accesibility
What is the main purpose of you to use Atm cards? cash withdrawal utility bill payment online shopping 70 10 20 Main Purpose of ATM use cash withdrawal utility bill payment online shopping
Is your Atm card ever been misused? 10% 90% Misuse of ATM card yes no
Have you complaint regarding the fraud? 80 12 yes no Complaint Regarding the Fraud
Any action has been taken regarding fraud by bank? (out of 16repondents) yes no 93.75 6.25 Action Taken by bank regarding Fraud yes no
Further questions were based on analysis of various factors on the basis of consumer opinion. It is divided in 5 categories highly satisfied, Satisfied, Neutral Dissatisfied and Highly Dissatisfied. 80% 10% 10% 1. Ease of Use Highly Satisied Satisfied Neutral
60%20% 15% 5% 2. Service Security Highly Satisied Satisfied Neutral Dissatisfied Highly Dissatisfied
Highly Satisied 40% Satisfied 25% Neutral 5% Dissatisfied 15% Highly Dissatisfied 15% 3. Information Related to Promotional Services
Highly Satisied 35% Satisfied 45% Neutral 15% Dissatisfied 5% Highly Dissatisfied 0% 4. Location & No. Of Atm Centres
40% 45% 5% 5% 5% 5. Bill Paymemts Highly Satisied Satisfied Neutral Dissatisfied Highly Dissatisfied
Highly Satisied 70% Satisfied 10% Neutral 10% Dissatisfied 10% 6. Inter bank Account Transfer Facility
highly satisfied 60% satisfied 30% neutral 5% dissatisfied 5% 7. Transaction Alert
45% 20% 15% 10% 10% 8.E-Purchasig Highly Satisied Satisfied Neutral Dissatisfied Highly Dissatisfied
Findings On the basis of above analysis we can say that : 1. Consumer are highly satisfied with location of ATM followed by no of ATM centers. 2. Bank should make improvement in itself on service security variety of transaction information related to promotional offers. 3. Banks need more improvement in quantity of cash because customer are highly dissatisfied on this ground.
Recommendation & Suggestions Bank should take initiative to organize training and awareness programs for their customers to boost use of e-banking. Bank should better customer service while operating the ATM The banks should increase cash withdrawal capacity from ATMs that will be helpful for customers for urgent needs
Banks should provide the information about the usage of ATM in the ATM centers. Bank should provide the complaint book in ATM centers. Bank should reduce the cost incurring on ATM transactions. Banks should facilitate the security measures in ATM centers
CONCLUSION On the basis of primary study we can say that consumer is highly satisfied with location of ATM followed by no of ATM centers, bank should make improvement in itself on service security variety of transaction information related to promotional offers & need most improvement in quantity of cash because customer are highly dissatisfied on this ground.
REFERENCES https://www.sbi.co.in/portal/web/about-us/about-us https://en.wikipedia.org/wiki/Financial_inclusion http://financialservices.gov.in/banking/financialinclusion.asp
Respondent Profile: Name: Age: Gender: Branch Name of the bank: Do you have any ATM card? Yes No How often you use an ATM card? Less than 3 time a month 3 to 6 times a month 7 to 10 times a month More than 10 times in a month Which attribute of the bank do you value the most? Quality of service Technology used by bank Trust Location Type of Bank QUESTIONNAIRE
Which factors motivates you to use the new techniques in banking (ATM Services)? Reduce time of location Cost effectiveness Ease of use For emergency purpose only Availability of many ATM centers & 24*7 accessibility Bank offered free Fund transfer Utility bill payment Insurance premium payment E purchasing Online shopping What is the main purpose of you to use your ATM card? Cash withdrawal Balance enquiry Cash deposit PIN change Recharge Mobile banking Is your ATM card ever been misused? Yes No
Have you complaint regarding the fraud? Yes No Any action has been taken regarding fraud by the bank? Yes No What is your opinion about following factors?
financial inclusion and E-banking

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financial inclusion and E-banking

  • 1. Financial Inclusion and E- Banking Services (ATM) awareness among the customer of SBI Submitted by: Trishala Gautam Economics Honors
  • 4. NEED OF THE STUDY
  • 7. In the past five and a half years, these BSBD accounts have risen more than six- fold and nearly half of these accounts were opened through Business Correspondents (BCs) as shown below: 50 75 110 190 305 410 505 60 100 110 180 250 400 450 2010-11 2011-12 2012-13 2013-14 2014-15 2015-16 2016-17 Progress in No Frills/ Basic Savings Bank Accounts amount outstanding ( Rs. billion) number of accounts (million)
  • 10. Types of Debit Card Visa Debit Card Visa Electron debit cards MasterCard Cirrus Card or a MasterCard Contactless Debit Card RuPay Debit Card Maestro Debit Card
  • 11. SBI (State Bank Of India)
  • 12. RESEARCH METHODOLOGY Sampling method: The in- depth interview procedure for this study is limited to Agra City only as there are some certain limitation. And it has been already mentioned that the interview will be only on the users of SBI ATM services. Data Collection method: The primary data will be collected in form of questionnaire from the users of SBI ATM Services. Data Analysis method: The data analysis of this research will mostly represent by qualitative manner. Sample Size: 25 Age group: 18-50 Population: Customer of SBI Sampling method: Random sampling Time period: 2 months Statistical tools:, Graphical representation Geographical area: Sunderbagh dayalbagh, Agra
  • 13. DATA ANALYSIS Chart 1 shows, the surveyed population, Males accounted for 14(56%) and Females accounted for 11(44%). 56% 44% 1. Gender Ratio Males female
  • 14. Do you have an ATM Card? 80% 20% Do you have an ATM Card yes no
  • 15. Rest of the study is out of 20 respondents How often do you use an ATM CARD? 25% 70% 5% 0% Frequency of using ATM in a Month < 3 time in a month 3- 6 times in a month 7-10 times in a month > 10 times in a month
  • 16. Which attribute of bank do you like the most. technology used by banks type of bank trust location Important Attributes of Bank 5% 5% 20% 20% 0% 5% 10% 15% 20% 25% Important Attributes of Bank
  • 17. Which factors motivate you to use the new techniques in banking (Atm services)? 50% 30% 10% 5% 5% Most motivating Factor to Use new technique in banking (ATM Services) reduce time of location cost effectiveness ease of use emergency purpose availability of Atm centers & 24*7 accesibility
  • 18. What is the main purpose of you to use Atm cards? cash withdrawal utility bill payment online shopping 70 10 20 Main Purpose of ATM use cash withdrawal utility bill payment online shopping
  • 19. Is your Atm card ever been misused? 10% 90% Misuse of ATM card yes no
  • 20. Have you complaint regarding the fraud? 80 12 yes no Complaint Regarding the Fraud
  • 21. Any action has been taken regarding fraud by bank? (out of 16repondents) yes no 93.75 6.25 Action Taken by bank regarding Fraud yes no
  • 22. Further questions were based on analysis of various factors on the basis of consumer opinion. It is divided in 5 categories highly satisfied, Satisfied, Neutral Dissatisfied and Highly Dissatisfied. 80% 10% 10% 1. Ease of Use Highly Satisied Satisfied Neutral
  • 23. 60%20% 15% 5% 2. Service Security Highly Satisied Satisfied Neutral Dissatisfied Highly Dissatisfied
  • 26. 40% 45% 5% 5% 5% 5. Bill Paymemts Highly Satisied Satisfied Neutral Dissatisfied Highly Dissatisfied
  • 29. 45% 20% 15% 10% 10% 8.E-Purchasig Highly Satisied Satisfied Neutral Dissatisfied Highly Dissatisfied
  • 30. Findings On the basis of above analysis we can say that : 1. Consumer are highly satisfied with location of ATM followed by no of ATM centers. 2. Bank should make improvement in itself on service security variety of transaction information related to promotional offers. 3. Banks need more improvement in quantity of cash because customer are highly dissatisfied on this ground.
  • 31. Recommendation & Suggestions Bank should take initiative to organize training and awareness programs for their customers to boost use of e-banking. Bank should better customer service while operating the ATM The banks should increase cash withdrawal capacity from ATMs that will be helpful for customers for urgent needs
  • 32. Banks should provide the information about the usage of ATM in the ATM centers. Bank should provide the complaint book in ATM centers. Bank should reduce the cost incurring on ATM transactions. Banks should facilitate the security measures in ATM centers
  • 33. CONCLUSION On the basis of primary study we can say that consumer is highly satisfied with location of ATM followed by no of ATM centers, bank should make improvement in itself on service security variety of transaction information related to promotional offers & need most improvement in quantity of cash because customer are highly dissatisfied on this ground.
  • 35. Respondent Profile: Name: Age: Gender: Branch Name of the bank: Do you have any ATM card? Yes No How often you use an ATM card? Less than 3 time a month 3 to 6 times a month 7 to 10 times a month More than 10 times in a month Which attribute of the bank do you value the most? Quality of service Technology used by bank Trust Location Type of Bank QUESTIONNAIRE
  • 36. Which factors motivates you to use the new techniques in banking (ATM Services)? Reduce time of location Cost effectiveness Ease of use For emergency purpose only Availability of many ATM centers & 24*7 accessibility Bank offered free Fund transfer Utility bill payment Insurance premium payment E purchasing Online shopping What is the main purpose of you to use your ATM card? Cash withdrawal Balance enquiry Cash deposit PIN change Recharge Mobile banking Is your ATM card ever been misused? Yes No
  • 37. Have you complaint regarding the fraud? Yes No Any action has been taken regarding fraud by the bank? Yes No What is your opinion about following factors?