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SECTOR BANKS
A Project Submitted to
By
MONALISA CARVALHO
MARCH 18-19
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A STUDY ON NEFT AND RTGS
SECTOR BANKS
A Project Submitted to
By
MONALISA CARVALHO
MARCH 18-19
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A STUDY ON NEFT AND RTGS
Index
01 INTRODUCTION 8-12
05 CONCLUSION
73-77
06 BIBLIOGRAPHY 78-79
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Certificate
This is to certifythatMs/Mr SAMIR CHANDRAKANT DEVLIKAR has worked
and duly completed her/his Project Work for the degree of Bachelor in Commerce
(Banking and Insurance) under the Faculty of Commerce in the subject of
BANKING and her/his project is entitled, A Study on NEFT and RTGS on Private
Sector Banks ” under my supervision.
I further certify that the entire work has been done by the learner under my guidance
and that no part of it has been submitted previously for any Degree or Diploma of any
University.
It is her/ his own work and facts reported by her/his personal findings and
investigations.
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A STUDY ON NEFT AND RTGS
Declaration by learner
declare that the work embodied in this project work titled “A Study on
NEFT and RTGS on Private Sector Banks”,carried out under the guidance of
MONALISA CARVALHO is a result of my own research work and has not been
previously submitted to any other University for any other Degree/ Diploma to this or
any other University.
Wherever reference has been made to previous works of others, it has been clearly
indicated as such and included in the bibliography.
I, here by further declare that all information of this document has been obtained and
presented in accordance with academic rules and ethical conduct.
Certified by
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Acknowledgment
To list who all have helped me is difficult because they are so numerous and
the depth is so enormous.
MONALISA CARVALHO whose guidance and care made the project successful.
Lastly, I would like to thank each and every person who directly or indirectly
helped me in the completion of the project especially my Parents and Peers
who supported me throughout my project.
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INTRODUCTTION
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Online banking, also known as internet 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. The online banking system will
typically connect to or be part of the core banking system operated by a bank and is in
contrast to branch banking which was the traditional way customers accessed banking
services.
Some banks operate as a "direct bank" (or “virtual bank”), where they rely completely on
internet banking.
Internet banking software provides personal and corporate banking services offering features
such as viewing account balances, obtaining statements, checking recent transaction and
making payments. Access is usually through a secure web site using a username and
password, but security is a key consideration in internet banking and many banks also
offer two factor authentication using a (security token).
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Online banks handle customer service by phone, email, or online chat. Online banking is
frequently performed on mobile devices now that Wi-Fi and 4G networks have become
widely available. In the United States, prominent online banks include Ally Bank, Bank5
Connect, Discover Bank, GE Capital Bank, and Synchrony Bank.
Online banking is fast and efficient. Funds can be transferred between accounts almost
instantly, especially if the two accounts are held at the same banking institution. Banking
accounts can be monitored more closely, thanks to online banking. This allows consumers to
keep their accounts safe.
Although online banking security is continually improving, such accounts are still vulnerable
when it comes to hacking. Consumers are advised to use their own data plans, rather than
public Wi-Fi networks when using online banking, to prevent unauthorized access.
Additionally, online banking is dependent on a reliable internet connection. Connectivity
issues from time to time may make it difficult to determine if banking transactions have been
successfully processed. On occasion, consumers may prefer face-to-face interactions for more
complex banking issues.
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Internet banking, also known as online 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.
time they are received rather than at some later time; 'Gross Settlement' means the settlement
of funds transfer instructions occurs individually (on an instruction by instruction basis).
Considering that the funds settlement takes place in the books of the Reserve Bank of India,
the payments are final and irrevocable. The RTGS system is primarily meant for large value
transactions. The minimum amount to be remitted through RTGS is 2 lakh. There is no upper
ceiling for RTGS transactions. The RTGS service for customer's transactions is available to
banks from 9.00 hours to 16.30 hours on week days and from 9.00 hours to 14:00 hours on
Saturdays for settlement at the RBI end. However, the timings that the banks follow may vary
depending on the customer timings of the bank branches.
• Making payment simpler just with the mobile number of the beneficiary
• To facilitate mobile payment systems already introduced in India with the Reserve Bank
of India Mobile Payment Guidelines 2008 to be inter-operable across banks and mobile
operators in a safe and secured manner
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• To build the foundation for a full range of mobile based Banking services.
REVIEW OF
LITERATURE
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Meaning of LiteratureReview
• Provides an overview and a critical evaluation of a body of literature relating to a
research topic or a researchproblem.
• Analyzes a body of literature in order to classify it by themes or categories, rather
than simply discussing individual works one afteranother.
• Presents the research and ideas of the field rather than each individual work or
author byitself.
A literature review often forms part of a larger research project, such as within a
thesis (or major research paper), or it may be an independent written work, such as a
synthesis paper.
Purpose of a literaturereview
A literature review situates your topic in relation to previous research and
illuminates a spot for your research. It accomplishes several goals:
• provides background for your topic using previous research.
• shows you are familiar with previous, relevant research.
• evaluates the depth and breadth of the research in regards to your topic.
• determines remaining questions or aspects of your topic in need of research
Therefore, a literature review is a key part of most research projects at the graduate
level. There is often a reciprocal relationship between a literature review and the
research project for which it is written:
• A research project is often undertaken in response to a literature review. Doing the
literature review for a topic often reveals areas requiring further research. In this
way, writing the literature review helps to formulate the research question.
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Ms. Nisha Malik & Mr. Chand Prakash Saini (Jul 2013)
In their research titled on “Private Sector Banks Service Quality and Customer Satisfaction” A
Empirical Study two Private Sector Banks”. This research paper is an effort to examine the
relationship between service quality and customer satisfaction of two private sectors bank of
India. Service quality has been described as a form of attitude that results from the comparison
of prospect with recital (Cronin and Taylor, 1992, Parasuraman et al, 1985). Gronroos 1982)
argued that customers, while evaluating the quality of service, compare the service they expect
with perceptions of the services they actually receive. Since financial products offered by
various banks are similar by nature then why any particular bank of product of any bank is
preferred than others a matter of interest for academician as well as banking industry. They
may be difference between customers of public and private sector banks, but why are two
banks of one sector being preferred differently by customers. This research study is an effort to
find out the answer of these questions.
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retention. Such a framework should provide valuable insights to the bank manager to
identify key service performance indicators and to design more effective and efficient
marketing and management strategies to satisfy their customer.
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focused on intellectuals who better understand technology than the general public. Data was
collected using questionnaires and interviews from the population of 5000 students and
academic staff at Chinhoyi University of Technology. A sample of 450 students and staff were
selected from the population. The research identified various factors that impose barriers and
enhance adoption of internet banking. Chief among these were compromised security of
transactions and marketing exposure. It also unearthed the impact of demographic on internet
banking adoption. Two hypotheses were tested, the first one which was meant to determine if
there exist any relationship between age and internet banking adoption. It was concluded that
there is a negative relationship between age and internet banking adoption. The second
hypothesis assumed an association between internet banking and level of education. Education
was deemed a prerequisite in enhancing the smooth adoption of internet banking and henceone
should have a significant level of education to take up the technology. In waging a protracted
war against low levels of internet banking adoption the research concluded banks should rather
concentrate in promoting the product (internet banking). Bank should also institute measures
to guarantee the security of transactions to internet bank users as this remains the stumbling
block to many potentialcustomers.
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of innovation literature and identified several additional factors that can affect internet
banking adoption in India.
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In their research titled on “Impact and Challenges of Information Communication Technology
Adoption in the Tanzanian Banking Sector” The banking sector across the globe is embracing
ICT technologies and using as part of business strategy for expansion, revenue increase,
extension of customer network and creating competitive advantage among banking institutions
.This paper is an effort to investigate the impacts and challenges of ICT adoption in the
Tanzanian banks. The population is forty eight respondents, four managers were selected from
twelve banks and out of the 48 questionnaires distributed, 42 were collected i.e. 87.5%
response, purposive sampling was used and the data collected was analyzed using SPSS, the
researcher employed use of mean and standard deviation. The study found out that there is a
need for bankers to educate public in the use of online banking products, invest more into ICT
infrastructure and the government to reduce tax of ICT gadgets. This study recommends that
individual technologies need to be investigated, impact of adopting other individual
technologies, profitability and performance issues should also be investigated to open up and
clear the way for policy and business decisions.
Neeli Prameela, Dr. B. Abdul Azeem & K.V. Geetha Devi (2012)
This study is a challenge to Owing to the high costs occupied in increasing the current
client base, one of the main goals of banks and other monetary services providers,
which operate through the internet, should be to develop customer allegiance in order
to improve the results. To achieve this aim, these companies face most imperative
challenge in providing and maintaining service quality. Service quality is an input of
customer trust which becomes satisfaction and lead to loyalty as an output. But the
research in the development of e-loyalty is scarce and partial. This paper attempts to
accumulate invented story in order to understand the overall structure of the formation
of e-loyalty. The literature reviewed provides underlying patterns of relationships
between e-banking loyalty and its influencing factors. Such understanding is relevant
for academicians and researchers for furthering the work in this field. The insights
into the previous studies, considered for this paper, are discussed and suggestions for
future research areprovided.
This paper investigates the factors that influence the consumer adoption of Electronic banking
in Nigeria and found that there is a need to conduct explore on Electronic banking adoption
behavior. The experimental data were collected from a questionnaire survey of 125 from
Bayer University Kano (BUK), in northern Nigeria. This study examines the relationship
between Electronic banking adoption and the determining factors for critical success of
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Electronic Banking in Nigeria. Hence, the results show’s that the relevant factors determined
the adoption of Electronic banking in Nigeria include the level of its six factors, namely
wakefulness, ease of use, security, cost, reluctance to change and accessibility. The results of
this study show that four factors examined are significantly important to the results of this
studyshow four factors examined are significantly important to the adoption of Internet
banking in Nigeria. However, perceive ease of use and reluctant to change are found to be
insignificant in determining its adoption. This study provides insightful understanding of
academic staff and non academic staff perception about Electronic banking adoption in their
banking transactions. Banks and other private sector in Nigeria that are interested in promoting
Electronic Banking might find these findings helpful in guiding theirefforts.
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Gender, age, qualification and income play a positive role in adoption of banking
technology. All the banks are using information technology as a strategic vehicle to stay
competitive against other players. There is no significant difference between adoption rates
of banking technologies by the customers of different private banks. The paper also shows
that banking technology helps in increasing customer satisfaction, customer loyalty,
improvised growth, and performance of the banks.
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RESEARCH
METHODOLOGY
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INTRODUCTION
Internet Banking an Overview The Indian banking system has undergone a technological
change over time. The banking system in India has created position for itself in the modern
forceful global bubble where adoption of new and innovative technological development
carries the key to additional room of banking business and its future improvement. The
outstanding types of innovation in technology and solid amalgamation with information
communication technology (ICT) prepared an archetype transfer in the Indian banking
industry. Technology itself formed its own world in the global digital economy. Internet
banking is an online system which enable customers or businesses to access their bank
accounts, do their banking transaction online, getting information about banking products and
services. The innovative initiation of internet banking has empowered banks with innovative
ways of delivering their banking services to customers.
Now days in order to provide more benefits to customer and to increase the performance of
banks they are adopting the costeffective distribution channel to distribute their financial or
banking service to the customer. Through internet banking banks want to keep the existing
customers as well as to attract new customers for their banks. Internet banking uses the
internet platform or internet services as electronic delivery channel in order to deliver their
banking services such as “2” Chapter 1 balance enquiry, printing statement, fund transfer to
other bank accounts, utility bill payments and so on and new banking services such as online
payment or electronic payment without visiting to bank branches. As banking technology has
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focused on reducing cost of distribution, internet banking enable customers to go for banking
at a remote place without visiting the bank branches. Now a days manycustomers are
migrating towards the adoption of this distribution channel and in India all most all private
and public banks are providing internet banking service facilities to give more value added
services to their customers.
The objectives of internet banking include cost manage through reduction in operating cost,
performance improvement by making the service available at all times of the day, wider
coverage by enabling the access to service from any location, revenue growth through better
quality and additional non-financial services, and customer convenience through personalized
services. Internet banking infrastructure investment include the promise of transaction cost
reduction by limiting overheads associated with bank staff and bank branch costs and to
provide better services to customers who increasingly desire 24 hour banking.(Khalfan, et al
(2006)).
Internet Banking facilitates a convenient and successful move toward to handle personal
finances, as it is accessible 24 x7 hours without visiting the bank and from any remote
locations. By using the internet platform, for providing banking services, convenience of
customers are taken into account and this not only help the customers but also it increases the
efficiency of the banking operation. It provides a boundary less banking i.e. doing transaction
from anywhere in the world or within anywhere in the country. Internet banking is limited by
operational timings, no geographical barriers and the services can be offered at a very small
cost. Day by day there is an increase in number of users accessing internet in Orissa for other
activities i.e. email, information search etc, the number of financial transactions carried out
over Internet remains low.
It is observed that potential users either do not adopt internet banking or do not use it
continually after adoption. Most of the banks’ websites are getting accessed by huge number
of customers in Orissa but only a very number of customers make online transactions.
Although the use of Internet banking by customers is increasing in India but the adoption rate
of Orissa is slower in comparison to other states as per the views of bankers of Orissa. Due to
the slow adoption rates, the transformation of banking services from ‘bricks and mortar’ to
‘clicks and mortar’ is yet to eventuate to the degree it was supposed to be adopted or
predicted in comparison to the adoption in developed countries Among the customers mind
internet banking is still ranked in less important than the other “3” Chapter 1 financial
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distribution channels i.e. ATM, Tele banking, branch banking etc. In order to be successful,
banks must understand to what extent customers are adopting or using Internet Banking
services. Banks must regularly monitor the customer’s requirements frequently to understand
the factors affecting their intention to adopt internet banking services. Sathye (1999) found
that consumers will not be ready to change from present familiar ways of banking to Internet
banking unless their specific need is satisfied.
Researchers suggested banks for considering influence of socio economic conditions that
affects income and levels of affluence, and the consumers’ ability to use internet banking need
to be considered. Lee and Lee’s (2001) recent study shows that adopters of Internet banking
tend to be more highly educated, more wealthy and younger with good knowledge of
computers and especially familiarity with internet usage. Venkatesh and Morris, (2000),
investigated gender differences in the overlooked context of individual adoption and sustained
usage of technology in the workplace. Further banks must demonstrate the benefits of Internet
banking.
But due to limited number of studies that have been conducted in understanding users’
adoption, availability of information in this context is found limited in Orissa.In India private
banks were the first to implement internet banking services and the pioneer player exploring
the adaptability of the internet tools in the Indian banking industry. Banks can connect to the
customers at any place and at any time though the internet applications. It is also playing a
major role in marketing strategies resulting in high performance in the banking industry.
Customers get satisfaction from the internet banking system when they derive maximum
convenience and compatibility while transacting online. Banks adopting internet banking
service are very much interested in knowing customers experience to a larger extent than just
finding customer satisfaction.
From this perspective it is very much essential to assess the customers experience for
electronic banking product and services. Customers perceive the internet banking service as
main feature in doing banking and evaluate the service on different parameters like
convenience, 24x7 access, security, trust etc. The relative success of Internet Banking to date
can be gauged by identifying the number of active users and anticipated future adopters. All
major banks have introduced their internet banking services and are constantly investing and
expanding their products and services in Orissa. Privacy, security and Trust are found to be
the most important issues that inhibit customers from using Internet banking in Orissa .Few
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research or no research have been conducted in Orissa on factors that influence customer’s
attitude and their behavioral intention to use internet banking. This research is an attempt to
know customers “4” Chapter 1 attitude towards internet banking and the findings of this
research study will help the public and private sector bank in developing their marketing
strategies to endorse banking products and services over the Internet in future
In today’s digital world, the use of internet by customer’s are growing rapidly and this has led
to the development of internet banking adopted by the banks all over the world. This techno-
innovation has created competition among the banks to create a competitive advantage over
others. Banks are trying to fulfill the ever changing probability of better performance
expectation from customers and it is fulfilled by adoption of new innovative technology or
improvement in the existing services or technology time to time by the banks. This has lead to
the development of cyberspace banking or internet banking and as consequence the branch
banking becomes less significant. Internet banking has provided customers more control in
doing their banking transaction as well as performing their financial services. Customers have
the control on their transaction as when, what and how much needed. From the bankers view
point few percentages of bank customers are banking online or have banked online earlier in
Orissa. Consumer acceptance of internet banking is not that encouraging figure in
comparisons to other states and also very little evidence is there in understanding of factors
influencing the customers attitude towards adoption of internet banking. The study tries to
understand how socio-demographic characteristics, consumers’ perception such as
compatibility, complexity , perceived risk , cost , social influence (opinions of family, friends,
colleagues) and customers’ attitudes formation towards internet banking persuade the
adoption of internet banking which can allow banks “8” Chapter 1 to know the behaviour and
pattern of online transaction to have a competitive advantage over other banks as well as to
increase fat percentage of market share in internet banking. Orissa lacks behind than others
states in India in knowing factors affecting the customer’s adoption of internet banking and
attitude formation towards internet banking, therefore there is a need for a study of this
temperament and to explore customers banking services behaviour and to assess their
attitudes towards internet banking services. Branch banking is till popular but customer’s
preferences over other channels will change their beahviour radically over the time. .
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Research Questions
Hence the following questions arise: 1. What are the factors that influence the adoption and
usage of internet banking in Orissa and to find out customers’ attitude towards adoption of
internet banking? 2. What is the relationship between demographic variable and customers’
perception towards internet banking; and, how the customers’ using and not using internet
banking in their perception differs. 3. Why are users not using internet banking services
despite its assured benefits? 4. Do banks communicate key points on security and privacy
measure they have implemented to protect users’ interest? 5. Do banks make efforts to
understand customers’ requirements on a regular basis or to create awareness of their products
and services? 6. How the neural network can bring together the psychometric and
econometric approaches to the measurement of attitudes towards internet banking? 7. What is
the relationship between consumer characteristics i.e. voluntary, technology anxiety and
impulse tendency on the customer attitude towards internet banking? 8. How TAM model
explain customer attitudes towards internet banking. “9” Chapter 1 9. Do the users level of
experience with internet activities have an impact on perceived usefulness which in turn
influence the adoption level This research study will enrich the literature knowledge base in
understanding the factors and providing precious information to banks in designing their
strategy for attracting different customer groups towards the adoption of internet banking and
reducing the operation cost by pulling more customers to internet than the branch banking.
Research Objectives
The major research objectives of the study were • To identify and describe the factors on
their attitude towards adoption of internet banking. • To investigate the effects of perceived
usefulness, perceived ease of use, perceived security and risk on perceived intention to use
mediated through customer attitude in the context of internet banking. • To investigate the
effects of relative advantage, compatibility, traiability, observability and image on perceived
behavioral intention to use internet banking. • To study the effects of voluntary, anxiety and
impulse tendency of customers on attitude towards internet banking. • To study the attributes
that would play a role in the internet banking channel selection behavior of a customer and
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attitude towards internet banking. • To describe the preferences for various delivery channels
by Internet banking users and non-users and analyze the implementation of technology made
by Indian banking industry and identify various internet banking services/products adopted by
Indian banks. • To explore customer value perceptions in internet banking and bankers’
perspectives on internet banking activities of customers’ and promotional activities taken by
banks in order to promote the internet banking. “10” Chapter 1 • To evaluate the integration
of Technology Acceptance Model(TAM), Theory of Planned Behaviour(TPB), Social
Cognitive Theory(SCT), Institutional theory(IT),and Diffusion of Innovation (DOI) provides
a strong theoretical basis for the examining the customers attitudes towards internet banking
adoption.
Research Design
Research design is the blue print or comprehensive master plan for the collection,
measurement and analysis of data to arrive at a conclusion. This study is mainly based on
field survey and is exploratory type of study, which is appropriate, when the problem is
difficult to distinguish, since an attempt has been made to describe the customer attitudes
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regarding the adoption and usage of Internet banking. The sources of data are mainly primary
and the data were collected through tailor made questionnaires from bank customers and
bankers. Literature on technology adoption theories was reviewed and the research
frameworks was modeled that integrated factors that might have an influence on “11” Chapter
1 the customer’s attitudes towards adoption and which will have an effect on the perceived
behavioural intention to use internet banking services by customers’ in Orissa. Hypotheses
were laid down to explore the impact of these factors by means of data collected from sample
from population of Orissa
Research Approach
The purpose of research is to create a better understanding of the actions of individuals,
groups and institutions, and to analyse the influence on each other. Some researcher have
preferred to the positivistic paradigm as ‘quantiatative’ and the phenomenological paradigm
as ‘qualitative’. This study is located within the positivistic paradigm as ‘quantitative’ rather
than the phenomenological paradigm as ‘qualitative’ , as the study intends to gain an
overview of the present situation pertaining to adoption and continual usage of internet
banking services in Orissa. In this study hypothesis were formulated by applying logical
reasoning to the findings of prior studies. These hypotheses are tested with data collected
from a survey using instruments applied in prior studies. An attempt was made to select
samples that represent the characteristics of Orissa population. Further, we observe the
problem domain, internet banking services, as an observer observes the world and remain
neutral through the study. Therefore, this is a positivistic approach
Sample Design
The present study has been conducted in the state of Orissa. The public and private sector
banks were purposely selected for the present study. The sample for the study comprises of
407 bank customers. The population of this study consisted of bank customers in the Orissa
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across various sectors, industries, employed and unemployed. Customers from different
public and private sectors banks in Orissa were considered as population of research concern.
Population was segregated into several mutually exclusive subpopulations or strata. Stratified
random disproportionate sampling was used .It was decided to collect data from customers in
the different Governmental/ Semi Governmental/ Private Organization/ Private and Public
Sector Banks / Commercial Organizations /Educational institute/ Universities/ATM
counter/Shopping Mall/Insurance/ Businessman/ Small Retail stores etc covering different
district headquarter of Orissa, so that the researcher could delivery survey questionnaires
directly to customers. While selecting the “12” Chapter 1 survey areas emphasis was given on
internet access, educational levels, occupation and income since these factors were found to
produce gap online and offline population. Therefore areas were selected where values for
these factors were at par. Further importance was placed on areas with larger number of
internet banking users. The results from the study can then be weighted i.e. based on the
proportion of the strata to the population and combined into appropriate population estimate.
Stratified random sampling was used to increase a sample’s statistical efficiency, to provide
adequate data for analyzing the various subpopulations or strata and to enable different
research methods and procedures to be used in different strata. With 600 distributed, only 407
filled in questionnaires were received by the researcher with response rate of 67.8 per cent,
complete information were finally retained for the study. Considering different formula for
sample size calculation, survey cost, time requirement, unwillingness of the customers to
provide data and available resources, it was decided to survey 407 subjects for this study
survey methods and its common use in business studies, a survey method was considered
suitable for this study. Empiricial data have to be collected and will be used for analyzing and
finding results.
A structure questionnaire was designed for collecting the empirical data. While preparing the
questionnaire review of literature, results of other researcher and feedback from bankers and
experts in the area of interest were taken into consideration. The empirical data was collected
from customers in Orissa to achieve the research objectives. 7-point likert type scale, ranging
from 1 representing “strongly disagree” to 7 representing “strongly agree”. As part of the pilot
testing initially questionnaire was developed and pre tested on small sample of bank
customers to ensure “13” Chapter 1 the quality of the questionnaire that the questions were
not misleading or confusing to avoid any bias answers. After revision, a final questionnaire
was developed to collect the data. The questionnaire designed consisted of different sections:
first section comprises questions concerning the demographic characteristics of the
respondents, motivation of using internet banking and preference of ranking among banking
services used, the second part consisting of questions regarding frequency of using banking
services ,using branch banking , usefulness of internet banking services and factors
considered for selecting an internet banking account, the third section explore the
respondent’s attitude towards Internet banking.
The demographic characteristics like gender, age, occupation, education level, salary level,
internet experience and so forth. And the factors-related items collected some constructs from
TAM, DOI, SCT, TRA, TPB, IST such as perceived usefulness, perceived ease of use,
perceived risk. Means-end approach and laddering interview technique was used in order to
reveal how different value creating factors are hierarchically structured and related to each
other. Items used for the constructs were adapted from prior research to ensure the content
validity of the scale used.
The scales for perceived usefulness, perceived ease of use, and behavioural intention were
measured using items adapted from the original instrument (Davis, 1989) and subsequent
applications of TAM to internet banking and other technology acceptance studies(Agarwal &
Prasad, 1997;Davis et al., 1989;Luarn & Lin,2004; ; Venkatesh & Davis , 2000; Wang et al. ,
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2003).Items for the perceived self-efficacy construct were adapted from an original
instrument developed by Compeau and Higgins (1995) and from other studies that have used
self-efficacy as a construct (Tan & Teo,2000; Venkatesh , 2000; Wang et al., 2003). Measures
of perceived risk were adapted from studies on Internet banking (Tan & Teo, 2000) and e-
commerce (Jarvenpaa & Todd, 1997; Lim, 2003).
The total sample size was set at 407 usable responses for data analysis. This study targeted
different district headquarters i.e. Bhubaneswar, Cuttack, Puri etc of Orissa customers with a
observation to include all segments of the population who currently use or be going to to use
Internet banking in the near future and non-users. Questionnaires were given to - people in
employment or self employment or students or businessman or housewife etc. and in the age
group of 20-65 years. The basis was that, perhaps, these members of the general public would
be more inclined to use internet banking. The collected data are tested for reliability / validity
using Reliability /Item analysis with Cronbach Alpha Coefficient.
The present study is in Orissa. The current study was conducted at one of time and the study
represent slice of time, and does not show how customers’ attitude may change over time.
Further study employing a longitudinal design would ascertain whether or not the customers’
attitude towards adoption of internet banking would change over time. This research provided
a useful snapshot of consumer data, helping to understand the phenomenon of study. There
were limitations arising from the sample used in quantitative study.
The sample size is small looking at a population’s attitude and behavior. Despite these
limitations the present study provides precious insights into the study of internet banking
adoption. The acknowledged limitation of this study has led to suggestion for further research.
Further the scope of the study is limited to Orissa, where adoption of internet banking is at the
early stage and such the results may not be able to generalize in the contexts of developing
countries where it has reached the maturity stage. Lack of earlier researches in this Orissa,
restricted the scope and direction of the present study. Reluctant customers became a problem
at the time of collection of data. In-spite of assurance given on secrecy of the survey some
customers’ did not cooperate due to some apprehensions. Through, sufficient care has been
taken to study the various aspects of the topic, but the study is limited to different cities of
Orissa, therefore leaving scope for further research in this area in future.
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A STUDY ON NEFT AND RTGS
DATA ANALYSIS
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A STUDY ON NEFT AND RTGS
44
A STUDY ON NEFT AND RTGS
NEFT
National Electronic Funds Transfer (NEFT) is an electronic funds transfer system
maintained by the Reserve Bank of India (RBI). Started in November 2005, the setup was
established and maintained by Institute for Development and Research in Banking
Technology (IDRBT).[1]NEFT is a facility enabling bank customers in India to transfer funds
between any two NEFT-enabled bank accounts on a one-to-one basis. It is done via electronic
messages. Unlike Real-time gross settlement (RTGS), fund transfers through the NEFT
system do not occur in real-time basis. NEFT settles fund transfers in half-hourly batches with
23 settlements occurring between 8:00 AM and 7:00 PM on week days and the 1st, 3rd and
5th Saturday of the calendar month. Transfers initiated outside this time period are settled at
the next available window. No settlements are made on the second and fourth Saturday of the
month, or on Sundays, or on public holidays.
NEFT facilities are available at 74,680 branches offices of 101 banks across the country (out
of around 82,400 bank branches) as of January 2011, and well as online through the website
of NEFT-enabled banks and work on a batch mode. NEFT has gained popularity due to its
saving on time and the ease with which the transactions can be concluded, This reflects from
the fact that 42% of all electronic transactions in the 2008 financial year were NEFT
transactions.
Process
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A STUDY ON NEFT AND RTGS
3. The pooling centre forwards the message to the NEFT Clearing Centre (operated by National
Clearing Cell, Reserve Bank of India, Mumbai) to be included for the next available batch.
4. The Clearing Centre sorts the funds transfer transactions destination bank-wise and prepares
accounting entries to receive funds from the originating banks (debit) and give the funds to
the destination banks(credit). Thereafter, bank-wise remittance messages are forwarded to the
destination banks through their pooling centre (NEFT Service Centre).
5. The destination banks receive the inward remittance messages from the Clearing Centre and
pass on the credit to the beneficiary customers’ accounts.
Settlement Timing
NEFT originally settled fund transfers in hourly batches with twelve settlements between 8:00
AM and 7:00 PM on week days. Settlements are closed on the second and fourth Saturday of
the month.In April 2016, the RBI announced that clearance times would be reduced to half-
hourly batches raising the number of settlements per day to 23.
Any transaction initiated after a designated settlement time would have to wait till the next
designated settlement time. As of 2013, all transactions initiated before 5 PM will be settled
on same day. No transactions are settled on weekly holidays and public holidays.
Transaction Timings for NEFT, Monday to Saturday (Except 2nd and 4th Saturday) is 8:00
AM to 6:30 PM. RTGS / NEFT is not allowed on Sundays, second and fourth Saturday of the
month and the declared bank holidays for the calendar year.
Statistics
928 million National Electronic Funds Transfers (NEFT) transactions worth ₹60
trillion (US$830 billion) were made in 2014-15 as against 661 million transactions worth ₹44
trillion (US$610 billion) the previous year.
References
RTGS
Real-time gross settlement (RTGS) systems are specialist funds transfer systems where the
transfer of money or securities[1] takes place from one bank to any other bank on a "real
time" and on a "gross" basis. Settlement in "real time" means a payment transaction is not
subjected to any waiting period, with transactions being settled as soon as they are processed.
"Gross settlement" means the transaction is settled on one-to-one basis without bundling
or netting with any other transaction. "Settlement" means that once processed, payments are
final and irrevocable.
RTGS systems are typically used for high-value transactions that require and receive
immediate clearing. In some countries the RTGS systems may be the only way to get same
day cleared funds and so may be used when payments need to be settled urgently. However,
most regular payments would not use a RTGS system, but instead would use a
national payment system or automated clearing house that allows participants to batch and net
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A STUDY ON NEFT AND RTGS
payments. RTGS payments typically incur higher transaction costs and usually operated by a
country's central bank.
History
As of 1985, three central banks had implemented RTGS systems, while by the end of 2005,
RTGS systems had been implemented by 90 central banks.
The first systems that had the attributes of a RTGS system was the US Fedwire system which
was launched in 1970. This was based on a previous method of transferring funds
electronically between US federal reserve banks via telegraph. The United Kingdom and
France both independently developed RTGS type systems in 1984. The UK system was
developed by the Bankers Clearing House in February 1984 and was called CHAPS. The
French system was called SAGITTAIRE. A number of other developed countries launched
systems over the next few years. These systems were diverse in operation and technology,
being country specific as they were usually based upon previous processes and procedures
used in each country.
In the 1990s international finance organizations emphasised the importance of large-value
funds transfer systems which banks use to settle interbank transfers for their own account as
well as for their customers as a key part of a country's financial infrastructure. By 1997 a
number of countries, inside as well as outside the Group of Ten, had introduced real-time
gross settlement systems for large-value funds transfers. Nearly all G-10 countries had plans
to have RTGS systems in operation in the course of 1997 and many other countries were also
considering introducing such systems.
Operation
RTGS systems are usually operated by a country's central bank as it is seen as a critical
infrastructure for a country's economy. Economists believe that an efficient national payment
system reduces the cost of exchanging goods and services, and is indispensable to the
functioning of the interbank, money, and capital markets. A weak payment system may
severely drag on the stability and developmental capacity of a national economy; its failures
can result in inefficient use of financial resources, inequitable risk-sharing among agents,
actual losses for participants, and loss of confidence in the financial system and in the very
use of money.
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A STUDY ON NEFT AND RTGS
RTGS system does not require any physical exchange of money; the central bank makes
adjustments in the electronic accounts of Bank A and Bank B, reducing the balance in Bank
A's account by the amount in question and increasing the balance of Bank B's account by the
same amount. The RTGS system is suited for low-volume, high-value transactions. It lowers
settlement risk, besides giving an accurate picture of an institution's account at any point of
time. The objective of RTGS systems by central banks throughout the world is to minimize
risk in high-value electronic payment settlement systems. In an RTGS system, transactions
are settled across accounts held at a central bank on a continuous gross basis. Settlement is
immediate, final and irrevocable. Credit risks due to settlement lags are eliminated. The best
RTGS national payment system cover up to 95% of high-value transactions within the
national monetary market.
RTGS systems are an alternative to systems of settling transactions at the end of the day, also
known as the net settlement system, such as the BACS system in the United Kingdom. In a
net settlement system, all the inter-institution transactions during the day are accumulated,
and at the end of the day, the central bank adjusts the accounts of the institutions by the net
amounts of these transactions.
The World Bank has been paying increasing attention to payment system development as a
key component of the financial infrastructure of a country, and has provided various forms of
assistance to over 100 countries. Most of the RTGS systems in place are secure and have been
designed around international standards and best practices.
There are several reasons for central banks to adopt RTGS. First, a decision to adopt is
influenced by competitive pressure from the global financial markets. Second, it is more
beneficial to adopt an RTGS system for central bank when this allows access to a broad
system of other countries' RTGS systems. Third, it is very likely that the knowledge acquired
through experiences with RTGS systems spills over to other central banks and helps them
make their adoption decision. Fourth, central banks do not necessarily have to install and
develop RTGS themselves. The possibility of sharing development with providers that have
built RTGS systems in more than one country (CGI of UK, CMA Small System of Sweden,
JV Perago of South Africa, SIA S.p.A. of Italy and Montran of USA) has presumably lowered
the cost and hence made it feasible for many countries to adopt.
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A STUDY ON NEFT AND RTGS
How to do RTGS?
Inter-Bank Transfers: RTGS
As we move into the technological era, all our daily transactions have moved online,
including the monetary ones. Money transfer from one bank to another has become far more
convenient with the advent of technologies assisting in a smooth online money transfer from
one banking institution to another. Systems operating under Inter-Bank Transfer, such as,
NEFT and RTGS have made lives easier for those who prefer to make monetary transactions
without having to physically visit a bank and yet have secure and smooth transition in making
and receiving payments. Both NEFT and RTGS are monitored by the Reserve Bank of India.
Definition of RTGS
RTGS or Real Time Gross Settlement is a system where the funds transfer requests are
processed in real time, i.e. as soon as they are received from the remitting bank. Unlike in
NEFT, the funds transfer instructions under RTGS are processed individually on order basis.
So far, RTGS is the fastest and most secure means of funds transfer in India.
Through RTGS an individual can transfer funds from one bank to another within India on an
immediate basis. It is ideally used for high value transactions only. There is a minimum cap of
Rupees two lakhs on the RTGS transactions. For any value below that an individual will have
to resort to NEFT. Although almost every bank offers RTGS facility to its customers, but
RTGS services are not available in all the branches of every bank. There are approximately
100,000 branches across India that offer RTGS services and anyone who is interested in
availing it can check whether their branch offers it, either by asking the branch or checking
the list available on the official website of RBI.
RTGS Charges
All Inter-Bank Money Transfer services have a nominal charge attached to them. In order to
avail the RTGS service you have to pay a certain fee in order to have your order processed.
Charges for every bank vary a little but there is a uniform slab for applying the charge on
payments.
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A STUDY ON NEFT AND RTGS
The RTGS charges follow the same slab with some further demarcations.
• The bracket of 2 to 5 lakhs carries a nominal charge of Rs. 25/- as existing charges for
branch and Rs.5/- for transactions through internet banking channels
• The bracket of 5 lakh and above carries a charge of Rs.50 as existing charges for
branch and Rs.10/- for transactions through internet.
In order to ensure a smooth transition of funds one has to first understand how to do
RTGS transfer. Here are some tips on how to do RTGS fund transfers:
• Firstly you need to activate your internet banking facility. Contact your bank branch to
do the activation
• Log on to the online web portal of the bank with the ID and password provided to you.
• Go to your profile and select the option of beneficiary.
• Select RTGS from the inter-bank payment options available.
• Select the option provided to add a beneficiary and provide the necessary details such
as name, account number, address and IFSC code of the beneficiary.
• Click the ‘accept Terms of Service (Terms & Conditions)’ button followed by
‘confirm’.
• A high security password is sent to the mobile number as an additional security
measure. Enter this password to authorize the beneficiary.
• The beneficiary added is activated within time ranging from 30 minutes to a few hours
depending upon the bank and security measures. Once the beneficiary account is
activated, the transfers can be done instantly.
• To remit funds to the Inter Bank Payee through RTGS / NEFT select the ‘Inter Bank
Transfer’ link in the ‘Payments/Transfers’ tab.
• Select the Transaction Type – RTGS or NEFT.
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A STUDY ON NEFT AND RTGS
In case you face any problems, it is advisable to consult your bank and get a representative to
explain to you how to use RTGS funds transfer in order to ensure that there are no mistakes.
Getting to understand how to do RTGS funds transfer is helpful in the long run as everyone
prefers instant money transfers, especially for big payments. In fact the RTGS service has
several benefits. Some of them are as under:
• Saves time. Previously payments of a huge amount were made via demand draft,
which could only be cleared in a period of three days. Now the same can be done
within no time through RTGS
• Saves paper. Without any need for physical documentation, transfers of huge sums can
be made instantaneously.
• There is no threat of money being stolen or cheques being forged, since all the process
is done online.
• Huge sums of money can be transferred easily, making it easier for companies to run
their business smoothly.
• Helps companies manage their business capital in a much better way.
• There are lesser chances of counter-party default.
• This is in turn also ensures a better supplier- buyer relationship, as a huge sum can be
transferred in one go and without any delay.
Before you can initiate an effective RTGS transfer there are certain basic requirements that
you need to meet. The customer will have to furnish the following information to the bank:
• Remittance amount.
• Account details of the remitting customer for debiting the sum.
• Name of the beneficiary bank and branch
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A STUDY ON NEFT AND RTGS
In case where the funds have not been transferred successfully, the remitting customer will be
informed of the same and the amount will be credited back to his account.
All banks provide the customers with an option to reach out to the branch manager if they are
facing any issues with the RTGS services.
RTGS (real time gross settlement) and NEFT (national electronic funds transfer) are
electronic payment systems that allow individuals to transfer funds between banks. Both these
systems are maintained by the Reserve Bank of India. It is applicable only for money transfer
within the country.
Under RTGS, the funds transfer takes place on a real time basis, or in other words, at the time
the request is received. It is one of the fastest interbank money transfer facility available
through banking channels in India. The beneficiary bank has to credit the recipient's account
within 30 minutes of receiving the funds transfer message.
On the other hand, NEFT operates on a deferred settlement basis. Fund transfer under NEFT
is settled in batches as opposed to the real-time settlement process in RTGS. The batches are
settled in hourly time slots.
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A STUDY ON NEFT AND RTGS
Do you need a bank account? Customers having savings or current account are eligible to
avail NEFT/ RTGS service. Individuals who do not have a bank account can also deposit cash
at the NEFT-enabled branches. However, such cash remittances will be restricted to a
maximum of Rs 50,000 per transaction.
Timings: The RTGS window is available from 8 am to 16.30 pm on weekdays and working
Saturdays. In case of NEFT, currently there are twelve settlements from 8 am to 7 pm.
However, the timings that the banks follow may vary depending on the customer timings of
the bank branches.
Online RTGS can be done only within the mentioned cut off time. In case of online NEFT, if
the transaction is beyond the cut-off time, the funds will be transferred to the beneficiary bank
on the next working day.
Minimum Amount: RTGS facility is meant for large value transactions. For retail
customers, the minimum amount remitted through RTGS is Rs 2 lakh. There is no minimum
amount for funds remitted via NEFT.
When Electronic Transactions Fail: For RTGS transactions, if for any reason - such as
when the account does not exist or is frozen - it is not possible to credit the funds to the
beneficiary customer's account, the money is credited into the sender's account once the
money is received back by the remitting bank. The funds are returned to the originating bank
within one hour or before the end of the RTGS business day, whichever is earlier.
For NEFT transactions, destination banks are required to return the fund to the originating
branch within two hours of completion of the batch in which the transaction was processed.
Charges: NEFT charges don't exceed Rs 25 (excluding service tax) per transaction while for
RTGS it does not exceed Rs 55 (excluding service tax). The charges are typically lower for
internet banking as compared to carrying out the transaction through bank branches.
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A STUDY ON NEFT AND RTGS
National Electronic Fund Transfer (NEFT) and Real Time Gross Settlement (RTGS) allow
individuals, companies and firms to transfer funds from one bank to another. You can check
the RBI website for a list of NEFT and RTGS-enabled branches of your bank. These facilities
can only be used for transferring money within the country. To opt for these, you need to fill a
form providing your or the beneficiary’s details — name, bank branch where the account is
held, the Indian Financial System Code, a unique code for identifying the branch, and the
account number and type. You have to submit a cheque while opting for this facility. You can
also transfer funds through net banking. These are third-party transfers and the option is
available under the same header on your net banking home page.
NEFT operates on a deferred net settlement (DNS) basis and settles transactions in batches.
The settlement takes place with all transactions received till a particular cut-off time. It
operates in hourly batches — there are 11 settlements from 9 am to 7 pm on weekdays and
five between 9 am and 1 pm on Saturdays. Any transaction initiated after the designated time
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A STUDY ON NEFT AND RTGS
would have to wait till the next settlement time. In RTGS, transactions are processed
continuously, all through the business hours. RBI’s settlement time is 9 am to 4:30 pm on
weekdays and 9 am to 1:30 pm on Saturdays. Banks can function within this time frame or
change it. Here, transfers made are quick and can be helpful in emergencies.
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A STUDY ON NEFT AND RTGS
The following table illustrates the basic difference between the fund transfer methods –
7;
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A STUDY ON NEFT AND RTGS
Minimum transfer
Rs.1 Rs.2 lakh Rs.1
value
Maximum transfer
No limit Rs.10 lakh Rs.2 lakh
value
One-on-one
Type of settlement Batches One-on-one settlement
settlement
Weekdays: 12 batches
Weekdays: 8:00 a.m. -
between 8:00 a.m. - 6:30
4:00 p.m Saturdays: 9:00
p.m. Saturday: 6 batches
Service availability a.m. - 4:30 p.m Sunday 24/7
between 8:00 a.m. 1:00
and bank holidays:
p.m. Sunday and bank
Unavailable
holidays: Unavailable
Up to Rs.10,000 -
Up to Rs.10,000 -
Rs.2.50 From Rs.10,000
Rs.2.5 From
up to Rs.1 lakh - Rs.5 Between Rs.2 lakh up to
Rs.10,000 up to
From Rs.1 lakh up to Rs.5 lakh - Rs.25 From
Transaction fee Rs.1,00,000 - Rs.5
Rs.2 lakh - Rs.15 From Rs.5 lakh up to Rs.10 lakh
From Rs.1,00,000 up
Rs.2 lakh up to Rs.5 lakh - Rs.50
to Rs.2,00,000 -
- Rs.25 From Rs.5 lakh
Rs.15
up to Rs.10 lakh - Rs.50
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A STUDY ON NEFT AND RTGS
Currently, Indians have the access to choose multiple fund transfer methods. The access to
latest technology and an increasing demand for online-based service has left no stone
unturned. From banking and financial institutions to governing bodies, and private businesses,
the immense utilisation of latest technology has helped almost everyone to bridge the gap
between their customer, partners, vendors, etc. Considering the ever increasing number of
online users in India and all around the world, it is certain and undeniable that people like to
transact digitally and prefer to send money online. Online fund transfers are not only fast,
efficient, and convenient, but also useful for accounting and documentation purposes. Unlike
other methods, online transfers are superior in terms of reliability and the cost factor as well.
Irrespective of which system is being used, NEFT, RTGS, or IMPS, they function as robust
fund transfer methods which allow individuals and businesses to transfer money online from
anytime and anywhere in the world. Nowadays most banks provide Net Banking facility to
their customer. By using either a computer or a smartphone with internet, a bank account
holder can use the fund transfer section to access any of the online banking services provided
by the bank.
Though there are various systems for online transfer of funds, such as digital wallets, UPI,
etc, NEFT, RTGS, and IMPS are the most common and highly used methods. In order to
initiate a fund transfer, the individual who is transferring the money, also known as the
originator or remitter, is required to have the basic account details of the beneficiary. Details
such as the account number, beneficiary’s name on the account, IFSC , and the branch name
are the most important and essential factors for using any transfer methods. It is the originator
who is considered responsible for ensuring the correctness of the account details used for a
transfer of fund.
Before understanding each of the fund transfer methods and learning the differences between
them, it is essential to learn the basic factors that are involved in each of the payment systems.
These important factors distinguish the online fund transfer methods on various parameters -
• Fund Value - The fund value is essential in determining which of the transfer methods are
available for you. Depending on the value of the fund, the originator will need to choose a
particular transfer method that will cater to his/her requirements. Moreover, in case of a
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Though there are various other factors involved in the transfer of funds, these are few of the
most basic and important factors which differentiate one transfer method from the other.
Since each of the factors has a direct impact on the transfer methods, it makes it easy to
understand the differences between the available transfer option.
Online transfer methods are subject to availability based on the customer’s eligibility and
level of access granted by the bank. Additionally, the limits on fund value, timings, settlement
speed, and other factors are a part of the online fund transfer method to provide a positive
experience to the customer when they choose one transfer method over the other. Currently,
NEFT, RTGS, and IMPS are the most popular methods of fund transfer in India, few of the
notable differences between these methods are listed below:
NEFT - The funds transferred under this method are settled in batches (based on Deferred
Net Settlement (DNS) and at a specific time of the day. If the transfer is initiative beyond the
cut-off time specified by RBI, the funds are typically settled on the next working day. At
present, the fund transfer requests under NEFT are processed in twelve batches between 8
a.m. to 7 p.m. on weekdays and six batches between 8 a.m. to 1 p.m. on Saturdays.
Unfortunately, NEFT is not available on Sundays and bank holidays. One of the biggest
advantages of NEFT is the cost-effectiveness, an individual can carry out smaller value
transfers without worrying about the transaction fee and service charges. A smaller fee on the
transfer enables the individual to carry out more payments which make NEFT the most
popular and extensively used method for online fund transfers.
Under NEFT, the transactions can be initiated and settled from the bank account of one
particular bank to another bank’s account throughout India at no additional cost apart from the
standard charges, provided both the banks are a part of the NEFT transfer network (NEFT-
enabled). Though some banks might have their own policies concerning the NEFT service
provided by them, such as restrictions on transferring funds immediately to a newly added
beneficiary, fund value limits restricting the value of transfer beyond a specified limit, etc.,
these protocols are proven to be effective for safeguarding the customer’s financials.
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A STUDY ON NEFT AND RTGS
RTGS - This type of transfer methods is applicable and available for fund transfers between
Rs.2 lakh to Rs.10 lakh, however, the biggest advantage forRTGS is the fastest/real-time
settlement factor. As soon as the transfer instructions are sent, the fund gets settled almost
immediately. However, in order to take advantage of the RTGS facility, both the originator's
and the beneficiary’s account has to be RTGS-enabled. Even though most banks are a part of
the vast and popular RTGS transfer network facilitated by RBI, individuals are recommended
to either get in touch with their bank directly or refer to their online banking section to
discover their eligibility concerning access to RTGS payment system. The transaction fee
under RTGS is higher than the other methods due to the faster settlement speed performed on
an instruction by instruction basis.
RTGS comes with limits on the minimum and maximum fund value, however, it is efficiently
used in situations where individuals and businesses require immediate settlement of high-
value funds that are well within the specified limits. Efficiency, speed, and reliability factors
are few among the many factors that make RTGS as one the most-sought medium of online
fund transfers.
IMPS - Also known for being one of the popular and fastest methods of fund transfer, IMPS
is used widely across most banks. Unlike other methods of fund transfer that become
unavailable on bank holidays and during off working hours, IMPS functions 24/7 allowing a
fund transfer at any time of the day. Similar to NEFT, IMPS also allows transfer of low value-
funds but what makes it unique is, it immediately settles the funds. NEFT functions as more
or less the combined version of NEFT and RTGS, where remitters are neither worried about
the size of the fund and service availability nor do they have to be concerned about the
settlement speed.
IMPS facility is provided only on the internet and online banking services. Few banks may
offer SMS-based IMPS service to mobile banking users. Many of the digital wallets in India
utilise IMPS services to credit the money from an individual's wallet to his/her bank account.
Though IMPS provides an immediate fund settlement facility, the transaction fees are as low
as NEFT.
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A STUDY ON NEFT AND RTGS
• Timings - The timings for each type of fund transfer methods are specific to the bank.
Since NEFT and RTGS are largely based on the bank’s hours of operation, depending on
the location and specific working hours, the service availability may differ for either of the
party involved in the fund transfer.
• GST - GST is applicable on the transaction fee as per the latest norms which are subject to
change.
• Transaction fee - A fee is charged for initiating the transfer and not for receiving the funds.
• Transfer network - The remitter needs to check whether the beneficiary's account is
eligible to receive funds or not since the bank might not be a part of the transfer network.
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A STUDY ON NEFT AND RTGS
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Interpretation
Banks No of respondents
Axis Bank 02
HDFC Bank 02
ICICI Bank 01
Dena Bank 01
SBI Bank 01
Kotak Bank 03
Interpretation
Interpretation
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Interpretation
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Interpretation
Among the respondents 50% of them use because they get quick
service, 30% use because they are convinent, 20 % use because they
feel it is cost effective.
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A STUDY ON NEFT AND RTGS
Interpretation
Among the respondants 20% have it because of safety and security,
40% due to low service charge, 20% due to curiosity, and 20 % due to
convinence.
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A STUDY ON NEFT AND RTGS
Interpretation
Among the respondants 40% of they use mobile banking , 10% of
them are unaware of the concept, 20% are concerned about security,
10% are not concerned about security,20% think it is not costly.
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A STUDY ON NEFT AND RTGS
Interpretation
Among the respondants 30% are employees, 30% are businessmen,
40% are students.
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CONCLUSION
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It is concluded that the service users from the private sector banks are more satisfied
than that of the nationalized banks for providing E-banking services as per
broacher/specification. The service users are not much reliable with the service of good
support to query. Further it is concluded that both the banks keep accurate account records.
Service users are highly and equally satisfied with the services in the nationalized and the
private sector banks. Portability in ATM card service, is excellent service provided by both
the banks and respondents from both the banks are highly satisfied this service.
Further it is observed that service users are not satisfied with the service of generating
alert by bank after updating account balance. Service users satisfactions in private sector
banks are more than the nationalized banks. In general, service users from both the
nationalized and private sector banks are unsatisfied for the service of providing support by
banks for solving their queries. Comparatively, it shows that the respondents from the private
sector banks are more satisfied than the nationalized banks.
Service users are not satisfied from both the banks for good and timely response for
enquires. Further it is seen that the satisfactions from the nationalized and the private sector
banks are same. Further it is concluded that service users from both the banks are unsatisfied
for providing good continuity in services. It is observed that the service users expect more
support via telephone for solving their problems and queries. But as per opinion, existing
services provided by both national and private sector banks are not reliable and sufficient.
Further the service users are not much satisfied for immediate response provided for
queries via internet. It also pointed out that, among all responses 24.72 per cent service users;
responded it ‘very poor’ for that service. Further the private sector banks’ service user’s
responses for immediate support on internet are good. The service users are satisfied for
providing information about new scheme by both the nationalized and the private sector
banks. Further private sector banks satisfaction contribution is more than the nationalized
banks.
Overall satisfaction for better treatment to service users by the banks is unsatisfactory.
But it is seen that in the private sector banks service users are more satisfied for the better
treatment given to account holder as compared to the nationalized banks.
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A STUDY ON NEFT AND RTGS
In general it is concluded that while using ATMs, the majority of the respondents are
satisfied with the supported facility of multiple languages. Further it is observed that the
service users found some problems while operating ATMs like- insufficient balance, network
problem. Also, the majority of service users are satisfied with the availability of ATMs at
convenient location.
Among the service users of both the banks ,the private sector banks service users are
more satisfied than the nationalized banks for the convenient location of ATMs. Further it is
concluded that the majority of service users are agreed for- banks return debited cash due to
failure transaction. Balance slips are provided in ATM centre after every successful
transaction.
We conclude that the majority of service users from both the banks opine that banks
don’t charge more for debit card transaction. The service users from both the banks are
unsatisfied for having limitation for withdrawing amount and for providing new card after
few years or some transactions. Further it is observed that, the private sector banks service
users are more satisfied than nationalized banks about card facility services.
It is concluded that, the service users are satisfied with credit services. Also it reflects
that the service users are unsatisfied for affordable interest rate for credit amount charged by
banks. Further it is observed that the private sector banks respondents are more satisfied than
the nationalized banks. The majority of service users from both the banks are unsatisfied with
insufficient timeperiod given for the repayment of credit amount.
Internet Banking
It is concluded that almost all the respondents are satisfied with the high speed of
opening and operating of bank web sites from both the nationalized and the private sector
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A STUDY ON NEFT AND RTGS
banks. Further good security is maintained in internet banking service. Also banks web sites
support multiple browsers. There is simplicity in operating bank web sites and 24 hours and 7
days availability. Further the majority of the service users are satisfied for having
understandable internet banking demonstration supporting for multiple operations on bank
web sites. is concluded that the majority of service users have not used RTGS services, but
very few service users use the service. Further it is seen that the service users from the private
bank sector are more than the nationalized banks.
It is concluded that the majority of service users from the nationalized and the private
sector banks strongly agreed for the service of sufficient amount transfer (i.e. 91.38 per cent
and 82.50 per cent).
It is observed that very less service charges are applied by the banks for per
transaction of RTGS service. The service users from the nationalized banks are more satisfied
than the private sector banks.
It is concluded that all RTGS service users from the nationalized and private sector
banks are highly satisfied with the time required for fulfilling and completing transaction.
It is concluded that the service users are not satisfied with the service for providing
information through e-mails. But the private sector banks service users are more satisfied
than nationalized banks for providing help and latest information through e-mail. The
majority of service users express that the information is not updated time-to-time on bank
web sites. Further it is seen that the private sector banks service users more satisfied than the
nationalized banks service users.
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A STUDY ON NEFT AND RTGS
Transparency
Pensioners Information
It is observed that the majority of pensioners prefer to visit bank branch for cash
withdrawal, printing passbook and fund transfer. Very less amongst them are using ATM,
internet and mobile banking services.
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A STUDY ON NEFT AND RTGS
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A STUDY ON NEFT AND RTGS
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