A SYNOPSIS ON

A STUDY ON ALTERNATIVE DELIVERY CHANNELS WITH SPECIAL REFERENCE TO E-BANKING

Synopsis submitted in partial fulfilment of the requirements for the award of the degree of MASTER OF BUSINESS ADMINISTRATION
of

CMR INSTITUTE OF MANAGEMENT STUDIES (AUTONOMOUS)

Affiliated to Bangalore University
by

RAJATHA Register No: 12201060

Under the guidance of

Prof. E. Geetha Venu Department Of Management Program CMRIMS

CMR Institute of Management Studies (Autonomous) C.A. #2, 3 C cross, 6 A Main, HRBR layout 2 Block, Kalyana Nagar Bengalore-560 043
nd rd th

2012-2014

ALTERNATIVE DELIVERY CHANNEL WITH SPECIAL REFERENCE TO E-BANKING Introduction

Technology in the banks is presently catching up with a high level of development around the world. The gaps between the Indian banks and their counterparts in the technologically advanced countries are gradually narrowing down. The world has witnessed an information and technological revolution. This revolution has touched every aspect of public life including banking. Since two decades, due to an increasingly competitive, saturated and dynamic business environment, retail banks in many countries have adopted customer-driven philosophies to address the rapid and changing needs of their customers. Technological advances have changed the world radically, altering the manner in which individuals conduct their personal and business affairs. Over the past two decades in particular, the banking industry has invested substantial resources in bringing Information and Communication Technology (ICT) to customers. The banking industry is undergoing significant technological changes; it has several impacts on customer satisfaction and loyalty. It has revolutionised every industry including banking in the world by rendering faster and cost effective delivery of products and services to the customers. Core banking solution enables banks to extend the full benefits of ATM, tele-banking, mobile banking, internet banking, card banking and other multiple delivery channels to all customers allowing banks to offer a multitude of customer- centric services on a 24x7 basis from a single location, supporting retail as well as corporate banking activities. Now, Indian banks are investing heavily in the technologies such as branch automation and computerization, core banking, tele-banking, mobile banking (M-banking), internet banking, automated teller machine (ATMs), data warehousing etc. ICT innovations in the previous few years have changed the landscape of banks in India. Today public sector and private sector banks are offering online banking services.

PROBLEM STATEMENT
Banks have started to explore new and modern way of providing best facilities to customers. Alternative Delivery channel in banking until recently was dominated by foreign and private banks. Branches will remain the main distribution option especially since regulation is unlikely to allow a large branch reduction, however their number will shrink and the role of the bank is bound to undergo a change over the next few year. In Indian banks have very recently looked at alternative channel and are re-thinking their delivery strategies. Despite growth predictions and increased corporate activities, the Indian internet banking system is facing many hurdles. When customer pays money to buy a service he has some minimum expectation from the transaction. These expectations from the purchase have to be met substantially, if not entirely for the customer to become a loyal customer of the service. These expectations are fulfilled of promises quality fair price, availability, after sales services, complaint handling process, information etc. To sustain competitive advantages, financial institutions continuously strive to innovate and offer new banking channels to their customers as technology creates new dimensions to their banking systems. One of the most popular such diversification of channel is electronic banking (e-banking). Information assurance is a key component in e-banking services. The present study attempts to address the issues related is ADC with special reference to e- banking

OBJECTIVES
To study the basic Alternative Delivery Channels provided by the bank. To understand the benefits and threats of Alternative Delivery Channel. To study the impact of ADC on the performance of the bank.

DATA SOURCE

Primary data
Primary data would be collected through face to face interview with manager, staff and technician of the bank.

Secondary data
Secondary data would be collected through books, magazines, and journals, bank broachers, and internet. LIMITATIONS 1. The study is restricted to one bank. 2. It is assumed that the data provided by the respondent are accurate.

SCOPE OF STUDY
E-banking relies heavily on information and communication technology (ICT) to achieve its Promise for 24 hours availability, low error rates and quicker delivery of financial services Initially, e-banking was limited to phone banking operations and remote banking, but the range of services has increased to the technological advances, the spread of online banking has coincided with the spread of high-speed broad and connections and the increasing maturation of the internet user population

CHAPTER SCHEME
Chapter 1: Introduction Chapter 2: Research design Chapter 3: Company profile Chapter 4: Analysis and interpretation Chapter 5: Summary of findings, conclusion and suggestions

RAJATHA Reg.no. 12201060

Prof. E Geetha Venu Internal Guide