SHANKARLAL AGRAWAL COLLEGE OF

MANAGEMENT STUDIES, GONDIA

A SYNOPSIS
ON

" A STUDY ON MOBILE BANKING SERVICES

PROVIDED BY BANK OF MAHARASHTRA "
For the partial fulfillment of Degree Bachelor Of Business
Administration R.T.M. Nagpur University, Nagpur
Under the guidance of

PROF. PAWAN PANDAY

Submitted By

TRIVENI BISEN
BBA III YEAR
DEPARTMENT BACHELOR OF BUSINESS ADMINISTRATION
SHANKARLAL AGRAWAL COLLEGE OF MANAGEMENT STUDIES,
GONDIA,
SESSION 2014-2015

INTRODUCTION
The last technology that had a major impact in helping banks service their customer was with
the introduction of the internet banking. Internet banking helped the customers anytime
access to their banks. Customers could check out their account details, get their bank
statement, perform transactions like transferring money to other account and pay their bills
sitting in the comfort of their homes and offices.
However the biggest limitation of Internet banking is the requirement of a PC with an
Internet connection, not a big obstacle if we look at the USA and the European countries, but
definitely a big barrier if we consider most of the developing countries of Asia like China and
India. Mobile banking addresses this fundamental limitation of Internet banking, as it reduces
the customer requirement to just a mobile phone.

OBJECTIVE OF THE STUDY

PRIMARY OBJECTIVE
To study, analyze and evaluate the customer satisfaction level towards the different
services rendered by the bank and to identifying the critical success factors.

SECONDARY OBJECTIVES

To evaluate the awareness level of the customer on the product and services.
To find out the differences among perceived service and expected service.
To evaluate the process efficiency in customer query and requirement handling
To understand consumers preferences.
To access the degree of satisfaction of the customers

RESEARCH METHEDOLOGY
METHOD OF DATA COLLECTION

Sources of Data collection

Marketing research signally either primary or secondary.lt is the process of
systematic gathering according and analysis data from customers from the competitors
and the market.
a) Primary sources:i.

Direct Primary sources: Observation

ii.

Indirect Primary sources: Telephone Interviews, Questionaries , etc

b) Secondary sources;i.

Personal Document

ii. Public or official Document

2) Tools of Data collection
a. Observation method
b. Interview method
c. Questionnaire method
Survey method

ANALYSIS OF DATA
Data will be collected through above said source and data analysis will be
done through proper research.
FINDINGS
Findings of the Study will be produced after the data analysis.
SUGGESTIONS
Suggestion will be based on the findings after the analysis of data.

CONCLUSION
Conclusions of the study will be produced in Executive Summary.

BIBLIOGRAPHY
Online banking in India By R.K.Jha.

http://en.wikipedia.org

http://mbanking.blogspot.in

http://www.globalenvision.org