A

SYNOPSIS ON

MOBILE BANKING

AT

“HDFC BANK LTD”

SUBMITTED

BY

K.NAGASHARAN

(HT.NO: 140821672085)

(2021-2023)

Project submitted in partial fulfillment for the award of degree of

MASTER OF BUSINESS ADMINISTRATION

From: OSMANIA UNIVERSITY

Dr .B .R. AMBEDKAR INSTITUTE OF MANAGEMENT & TECHNOLOGY

(APPROVED BY AICTE & AFFILIATED TO OSMANIA UNIVERSITY)

Baghlingampally, Hyderabad – 500044

2021-2023
 PROBLEME OF STATEMENT

The development of mobile banking applications can be seen as a step toward a digital India.

In these instances, it is essential to consider the level of satisfaction with these applications

between various individuals. The project focuses on determining consumer satisfaction with

Mobile Banking Applications among youth. It is said that there is a significant shift from cash

to cashless transactions. This research also looks into the elements that influence user

satisfaction with mobile banking apps.

 INTRODUCTION

In India, the use of the internet and mobile phones has exploded during the previous few

decades. Increased internet usage, mobile phone penetration, and government initiatives such

as digital payment mechanisms are all functioning as catalysts for exponential growth in

digital payment usage. Digital payment refers to electronic consumer transactions for services

and products made at the point of sale (POS) via online banking, mobile banking, or card

payment.

The digital revolution, according to the National Payment Corporation of India (NPCI), has

made digital payment simple. In India, there are about 100 million active mobile connections

and over 22 million SMS subscribers.

Mobile banking is a service offered by a bank or other financial institution that allows

consumers to execute financial transactions remotely using a mobile device such as a cell

phone or a handheld computer. In contrast to related internet banking, it makes use of

software, commonly referred to as apps, given by financial institutions. These applications

offer service 24 hours a day, 7 days a week. Because of its convenience, customers are

increasingly expecting, demanding, and wanting to conduct business using mobile devices.

Both the United States and India launched mobile banking practically simultaneously. Mobile

banking is quickly establishing itself as the most convenient, cost-effective, and efficient

method of conducting business.

As shown in a recent study by Mapa (2012), more than a third of banks detect mobile devices

when they visit their main website. Account information, transactions, investments,

assistance, and content offerings are all examples of typical mobile banking services.

While India's economy is rapidly moving toward digitalization of monetary transactions, it is

critical to meet the customer needs with mobile banking applications. The study also focuses

on identifying the aspects that influence consumer satisfaction with mobile banking
applications, as well as highlighting the biggest issue that users encounter when utilising this

real-time money transfer service.

Mobile banking is a way for the customer to perform banking actions on his or her cell phone

or other mobile device. It is a quite popular method of banking that fits in well with a busy

technologically oriented lifestyle. It might also be referred to as M-banking or SMS banking.

Mobile Banking is the hottest area of development in the banking sector and is expected to

replace the credit/debit card system in future. In past two years, mobile banking users have

increased three times if we compare the use of either debit card or credit card. Moreover 85-

90% mobile users do not own credit cards.

Mobile banking is a term used for performing balance checks, account transactions, payments

etc via a mobile device such as a mobile phone. Mobile banking is most often performed via

SMS or the mobile internet but can also use special programs called clients downloaded to

the mobile device. Mobile banking is one of the three major pillars of revolutionary

improvement in the quality of service delivery of banks.

Mobile banking (also known as M-Banking, m-banking, SMS Banking) is a term used for

performing balance checks, account transactions, payments, credit applications and other

banking transactions through a mobile device such as a mobile phone.

Mobile Banking is a service that allows you to do banking transactions on your mobile phone

without making a call, using the SMS facility. Mobile Banking works on the 'Text Messaging

Facility' also called the SMS that is available on mobile phones. This facility allows you to

send a short text message from your mobile phone instead of making a phone call. Mobile

Banking works on the 'Text Messaging Facility' also called the SMS that is available on

mobile phones.
The growth of banking sector is in a dominant form in the industrial growth in India.

According to an estimate the contribution of services is 41% to GDP of the country. In a

quick and successful manner the quality and benchmarking of the services has been raised to

the global standard. One man takes the examples from financial services software services,

accounting service etc., which is getting operational zed in global manner.

With the increase of the income levels customers are now looking for better banking and

investment facilities, financial institutions which are acting accordingly to the needs of

customer and transforming themselves accordingly are definitely benefiting from their long–

term loyality. Increasing imperative of being perspective to the changing needs of the

customers is compelling the firms to adopt more customer-friendly and operational efficient

system.

Marketing has been an avoided word in the past banking scenario. But things have totally

changed in the current scenario. Banks are facing competition from all kinds of institutions

and selling has become essential. Selling is essential not only because of competition but also

because of wide variety of products and services available in the market. Customers have

many options available to manage their finances and hence, banking fraternity has to increase

their service levels in terms of advice and recommendations.

To deal with it, the bank need to develop strategies to maximize the market share and strategy

starts with the most relevant, current and credible research available. With effective market

research, it can determine the need for services, facilities, target-market demographics and

desirable locations, to attract & retain more customers and for existing customer’s

satisfaction.
AIMS AND OBJECTIVES FOR THE STUDY

The primary objective out of several changes in banking industry will this mobile banking

service is a useful tool for the bank to retain and make loyal customers? The present research

mainly focuses on the following objectives.

 To study the preference among youth regarding mobile banking application

 To understand the factors that influences the customer satisfaction towards

mobile banking application.

 To measure the level of satisfaction among youth regarding mobile banking

application

 To find out the functions of mobile banking with reference to HDFC bank.

 To Analyze the various mobile functions in Banking

 To find some of the operations and suggest steps to be taken to improve them.
RESEARCH METHODOLOGY

NEED OF THE STUDY

Mobile banking is not necessarily a panacea for all customer needs. Like any technology

format it is a tool that can enhance existing services. Customers are keen to be kept abreast of

any changes to the nano-economy and it appears that existing mobile provisioning could

capitalize on this opportunity and better capture the imagination of mobile users. Innovation

and cost management are critical tenets for commercial success in the financial sector and

mobile banking services are capable of delivering against both of these objectives if

appropriately executed.

SCOPE FOR THE STUDY

 The study mainly focused on the Mobile Banking operations of State bank of India.

The scope of the research is to find the present operation and future growth with an

aim of customer satisfaction.

 After doing research on the selected topic the researcher should find the answers for

giving some suggestions. Limited to five years data. i.e. 2018-2022

 The study tries to find out the level of customer satisfaction towards mobile banking

applications among youth. Efforts were taken to include maximum samples and

measure major indicators of mobile banking.

METHODOLOGY
Primary data was collected from 71 respondents among youth. Data is collected by using no
probability sampling method through structured questionnaires via online survey tools called
Google forms. Data collected from various secondary sources like books, magazines, journal
papers, websites, reports, working papers, etc were also used to get knowledge about the
research area and develop a theoretical framework and research hypotheses. Microsoft Excel
was also used to done some descriptive analysis. Thus, the research instrument used is
considered as reliable.
The study is mainly based on primary data.
They are first-hand information collected by the surveyor. The data collected are pure and
original and collected for a specific purpose. They have never undergone any statistical
treatment before. In the study, data is collected from the respondents through a well-
structured questionnaire.
SECONDARY SOURCES OF DATA:
This type of data is opposite to primary data. They are collected and published already by
someone else. They can be used as a source of data and used by surveyors to collect data
from and conduct the analysis. Secondary data are had undergone statistical treatment at least
once.
Secondary source of data is also used for conducting the study.
They include journals and magazines.

The data can be collected from the

Company books,

News papers,

Financial magazines;

Journals,

Websites related with similar industry.

STATISTICAL TOOLS: charts and pie diagrams.

LIMITATION FOR THE STUDY

 The biggest constraint expected during this study is lack of time and money.

 As this study is based on primary data, there is a risk of personal bias on the
respondents' behalf.

 As the Study is mainly focusing on a special group. So, there is a limitation in

availability of the sample.

 Physical in-depth interview cannot be conducted due to ongoing global pandemic

COVID-19
 CHAPTERISATION

CHAPTER -1 - INTRODUCTION

This chapter includes the introduction of the topic, need, scope, objectives of the study,

Project limitations and methodology of the study.

CHAPTER - 2 REVIEW OF LITERATURE

This chapter includes the theoretical background and articles written by different authors and

brief explanation of the topic.

CHAPTER - 3 - INDUSTRY PROFILE & COMPANY PROFILE

Introduction Of Industry Profile And Company Profile vision, mission CHAPTER - 4 -

DATA ANALYSIS AND INTERPRETATION

This chapter includes the five years data and it also includes the interpretation based on the

study.

CHAPTER - 5 – SUMMARY AND CONCLUSION

This chapter includes the overall summary of the project and the conclusion based on the

study during the period.

 BIBLIOGRAPHY

Books referred:

Investment Analysis and Portfolio Management, written by M.Ranganathan,

R.Madhumathi published by Dorling Kindersley (India) Pvt.Ltd., 3 rdEdititon.

Investment Analysis and Portfolio Management, written by Prasanna Chandra Published

by Tata Mc.Graw-Hill, 3 rd Edition.

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Himayala Publishing house Pvt.Ltd.9 th Revised Editon.

Security Analysis and Portfolio Management, Published by McGraw-Hill, Written by

PunithavathiPandian, 8th Edition.

Dimitri O. Ledenyov (19. February 2018),Strategies on initial public offerings company

equity at stock exchanges in imperfect highly volatile global capital markets with

induced nonlinearities, James Cook University, Townsville, Australia Online at MPRA

Paper No. 53780, posted 20. February 2018 13:59 UTC.

SupriyaKatti*(2020) A study on Under pricing of initial public offerings Universal

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Management Engineering, Indian Institute of Technology, India

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Levin r.i,rubins.david, “statistics for management” .

AroraPN and others complete statistical methods” ,2010 Ed.s.chand .

Keller, G, “ Statistics for management”, 2009, 1 st Ed, Cengage Learning.

JOURNALS:

Customer portfolio management

Mutual funds styles

Five myth of active

NEWS PAPER:

Economics time

Business standard

Financial express

portfolio management

Web-site:

http://www.answers.com/topics/national_stock_exchange_of_india .

http;//www.answers.com/topics/bombay _stock_exchange_of_india.

http;//www.money control.com/nifty/nse

http;//www.moneycontrol.com/sensex/bse

http;//www.iifl.com

http://mpra.ub.uni-muenchen.de/53780/

http://www.hrpub.org

APPENDIX

1. Gross Profit=Total Revenue-Total Expendeture

2. Net Block = Total Revenue - Cost Of Good Sold - Total Operating Expences-Int Erest

Expense-Tax.

3. Equity Share Capital = Capital Stock +Retain Earnings

4. Total Liability=Bills Payable -Long Term Debts –Equity Share Capital+General

Reserve.

5. Total Assets = Current Assets+Fixed Assets –Fictitous Asset.

6. Assets = Liabilities –Owners Equity

7.Total Debt = Total Liability / Total Equity.

8. Net Worth = Equity Share Capital +Reserve And Surplus +Preference Share Capital

+Undistributed Profit.