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Table 3.2 Reliability Statistics N of Items Cronbach's Alpha .825 23 The reliability coefficient i.e. cronbanch‘s alpha value for the customer perception is 0.825 which is more than 0.7 indicating that the reliability of the questionnaire is high. So it can be used for the study. DEMOGRAPHIC ANALYSIS Questionnaires were distributed to employees of SBI and ICICI bank, with a percentage of 59% and 41% respectively. The respondents, from which data were collected from the customers having different level age. The demographic profile of 100 respondents is summarised in the table 3.3. In SBI bank the total respondents were 59 and in ICICI bank it was 55. The data were collected at different designations which were divided into three levels managers, officers and clerks. Table 3.3 Demographic Profile of Respondents Basis Variable Frequency Percent Gender Male 66 66% 47 | P a g e 47

Age Female 34 34% Qualification Total 100 100% Occupation 18-25 16 16% Bank 26-35 34 34% 36-45 29 29% 46-60 17 17% 60+ 4 4% Total 100 100% 12th 7 Graduate 7 22% Post graduate 22 42% Professional 42 29% Total 29 100% Student 100 28% Service 28 44% Business man 44 20% Retired individual 20 8% Total 8 100% 100 50% SBI 59 41% ICICI 41 100% Total 100 48 48 | P a g e

INFERENCE: About 66% of the respondents are males. This study found a predominance of males among Internet users in DELHI. This indicates that the percentage of male Internet users is higher than the female internet users the respondents are relatively young, i.e. 34% between 26 and 35 years old. This is a consistent study, which found that most Internet users are youths (less than 18 years old: 16 %) and young adults. Respondents with post graduation were 42% followed by 22% of graduate respondents and 29% with professional degrees. In terms of profession, service forms the largest group with 44% respondents while students (28%) form the next largest group. Six hypotheses were formulated for the study. 3.4 DATA PRESENTATION: Table 3.4.1No of users of banks. Bank SBI 59 50% ICICI 41 41% Table 3.4.2Users of E Banking. Users Yes 65 65% 49 49 | P a g e

No 35 35% Table 3.4.3Preference for ATM services. 78% 22% ATM services Yes 78 71% No 22 36% Table 3.4.4Preference for Bill Payment 62% 38% Bill payment Yes 71 65% No 36 Table 3.4.5Preference for EFT 62 EFT Yes 38 No Table 3.4.6Preference for Online Shopping Online Shopping Yes 65 50 50 | P a g e

No 35 35% Table 3.4.7 Preference for Mobile Banking Mobile Banking Yes 60 60% 40% No 40 Tables depicts that, in SBI bank the total respondents were 59 and the ICICI bnak total respodents are 49.the no. of users of e banking from both the banks is 65 and rest 35 respodents were non users of the E Banking services.the preference for the ATM services is 78% and the preference for the bill payment is 71%.there were 62 respodents out of 100 were using electronic fund transfer.and 655 of them uses debit and credit cards for online shopping.the users of the mobile banking is 60% and non usres of mobile banking is 40%. HYPOTHESIS TESTING Hypothesis 1 H01: There is equal preference of various e banking services among SBI bank. HA1: There is no equal preference of various e banking services among SBI bank. 51 51 | P a g e

The SBI bank customers responded by rating the Eight identified E Banking services. The mean variance analysis was applied to the data. The results obtained are as below: Table3.5 Ratings of E Banking Services by SBI Account Holders Descriptive Statistics N Minimu Maximu Mean Std. mm Deviation ATM 55 2.00 5.00 4.0909 .94815 EFT Debit card 39 .00 5.00 3.6923 1.28050 Billpmnt Balance 42 1.00 5.00 3.6905 1.21952 MobileBnk Chqbk 43 1.00 5.00 3.6744 1.30422 Taxpmnt Valid N (list 42 1.00 5.00 3.9048 1.07770 wise ) 35 2.00 5.00 4.0000 .90749 46 1 5 3.43 1.003 7 2 5 4.09 1.113 3 Inference: The result depicts that the mean of ATM is(4.0909) slightly higher than the mean of Mobile Banking (4.000).the lowest mean in this table is of request services for new cheque book, FD ,DD,Stop Payment(3.43).Hence the null hypothesis stating that there is 52 52 | P a g e

equal preference of various E banking services is rejected and alternate hypothesis i.e. customer do not have equal preferences for the various e banking services is accepted. Hypothesis2 H02: There is equal preference of various e banking services among ICICI bank. HA2: There is no equal preference of various e banking services among ICICI bank. The ICICI bank customers responded by rating the Eight identified E Banking services. The mean variance analysis was applied to the data. The results obtained are as below: Table3.6 Ratings of E Banking Services by ICICI Account Holders Descriptive Statistics N Minimu Maximu Mean Std. mm Deviation ATM 23 3.00 5.00 3.8696 .86887 EFT Debit card 14 .00 6.00 3.5714 1.69680 Billpmnt Balance 15 2.00 5.00 3.4000 1.12122 MobileBnk Chqbk 17 1.00 5.00 3.4706 1.28051 Taxpmnt Valid N (list 18 2.00 5.00 3.8889 1.07861 wise) 18 2.00 5.00 3.7778 1.06027 14 2 5 3.71 1.069 22 3 2.50 .707 0 53 53 | P a g e

Inference: Table depicts that the mean of balance check is (3.8889) slightly higher than the mean of ATM (3.8696).The lowest mean in this table is of tax payment(2.50). Hence the null hypothesis stating that there is equal preference of various E banking services is rejected and alternate hypothesis i.e. customer do not have equal preferences for the various e banking services is accepted. Hypothesis 3 H03: There is equal usage of the various E Banking services among SBI bank. HA3: There is no equal usage of the various E Banking services among SBI bank. The SBI bank customers responded to the usage rate of the eight identified E Banking services. The usage rate was determined for 5 frequencies: 5 to 6,2 to 3,once in a week ,once in a month, Occasionally. The mean variance analysis was applied to the data. The results obtained are as below: 54 54 | P a g e

Table3.7 Usage of E Banking Services by SBI Account Holders Descriptive Statistics N Minimu Maximu Mean Std. mm Deviation ATM 55 1.00 5.00 3.0909 .90825 EFT 36 1.00 5.00 2.9167 .93732 Debit card Billpmnt 38 2.00 5.00 3.2105 .90518 Balance MobileBnk 39 1.00 4.00 3.0769 .95655 Chqbk Taxpmnt 40 2.00 5.00 3.3500 .76962 Valid N (list wise) 35 1.00 5.00 3.0571 .96841 45 2.00 5.00 3.2222 .84984 6 2.00 5.00 2.6667 1.21106 1 INFERENCNE: Table depicts that the mean of balance check is(3.3500) slightly higher than the mean of request services for new cheque book, FD, DD, stop payment (3.2222).the lowest mean in this table is of tax payment(2.6667). The null hypothesis stating that there is equal usage of the various e banking services among SBI bank is rejected and the alternate hypothesis i.e. customer do not have equal usage of the various e banking services among SBI bank is accep 55 55 | P a g e

Hypothesis 4 H04: There is equal preference of usage of the e banking services among ICICI bank. HA4: There is no equal preference of usage of the e banking services among ICICI bank. The ICICI bank customers responded by usage of the eight identified E Banking services. The mean variance analysis was applied to the data. The results obtained are as below: Table 3.8 Usage of E Banking Services by ICICI Account Holders: Descriptive Statistics N Minimu Maximu Mean Std. mm Deviation ATM 23 1.00 5.00 3.5870 .94931 EFT Debit card 14 2.00 4.00 2.8571 .77033 Billpmnt Balance 15 2.00 5.00 3.0667 .96115 MobileBnk Chqbk 16 1.00 4.00 3.0000 .96609 Taxpmnt Valid N (list 20 2.00 4.00 3.3500 .67082 wise) 17 1.00 5.00 2.9412 .89935 13 2.00 5.00 2.9231 .95407 2 4.00 4.00 3.0000 .00000 0 56 56 | P a g e

Inference: Table depicts that the mean of ATM is(3.5870) slightly higher than the mean of Mobile Banking (2.9412).the lowest mean in this table is of request services for new cheque book, FD ,DD,Stop Payment(2.94). ). The null hypothesis stating that there is equal usage of the various e banking services among ICICI bank is rejected and alternate hypothesis i.e. customer do not have equal usage of the various e banking services among ICICI bank is accepted. Hypothesis 5 H05: There is no significant difference in the perception of E banking services of customers of SBI and ICICI bank. HA5: There is a significant difference in the perception of E banking services of customers of SBI and ICICI bank. To test the above hypothesis the independent sample t-test was applied to find if there is any significant difference in the perception of SBI and ICICI Bank customers. The results obtained for independent sample t-test is as below: Table 3.9 T –test on banks rating Group Statistics Bank N Mean Std. Deviation Std. Error Mean 72 1 28 16.38 10.330 1.217 2 Rating 16.04 8.085 1.528 57 57 | P a g e

Table 3.10Independent Samples Test t-test for Equality of Means Levene's Test for Equality of Variances F Sig. t Df Sig. Mean Std. Error 95% (2- Difference Difference Confidence tailed) Interval of the Difference Lower Upper Equal 3.860 .052 .156 98 .876 .339 2.174 -3.976 4.654 variances .174 62.574 .863 .339 1.954 -3.565 4.244 assumed Equal Rating variances not assumed Inference: The observed value of p is 0.876 which is greater than 0.05, as the value is not significant(>0.5) hence we accept the null hypothesis and reject the alternate hypothesis From the independent sample t-test we can conclude that there is no significant difference in the perception of E banking services of customers of SBI and ICICI bank. 58 58 | P a g e

Hypothesis 6 H06: There is no significant difference in the usage of E banking services by the customers of SBI and ICICI bank. HA6: There is a significant difference in the usage of E banking services by the customers of SBI and ICICI bank. To test the above hypothesis the independent sample t-test was applied to find if there is any significant difference in the usage of e banking services of SBI and ICICI Bank customers. The results obtained for independent sample t-test is as below: Table 3.11 T test on usage: Group Statistics Bank N Mean Std. Deviation Std. Error Mean 55 1.00 23 21.3455 5.77099 .77816 2.00 Rating 19.3043 4.09473 .85381 59 59 | P a g e

Table 3.12Independent Samples Test Levene's t-test for Equality of Means Test for Equality of Variances F Sig. t Df Sig. Mean Std. Error 95% Confidence (2- Difference Difference Interval of the tailed) Difference Lower Upper Equal - variances .823 .367 .634 assumed 76 .528 .70909 1.11827 2.93631 1.51813 Usage Equal - variances not .674 47.605 .503 .70909 1.05164 2.82400 assumed 1.40582 Inference: The observed value of p is 0.876 which is greater than 0.05, as the value is not significant(>0.5) hence we accept the null hypothesis and reject the alternate hypothesis From the independent sample t-test we can conclude that there is no significant difference in the usage of E banking services by the customers of SBI and ICICI bank. 60 60 | P a g e

Summing up: This chapter has focused on the presentation of results achieved in this study. Data collected has been summarized and tabulated using MS Excel. Descriptive statistics analysis, Independent sample T-test was carried out using SPSS software. T-test was used to determine the difference in perception of customers regarding E Banking services provided by the SBI and ICICI bank. 61 61 | P a g e

CHAPTER- 4 SUMMARY AND CONCLUSION 62 62 | P a g e

SUMMARY AND CONCLUSION This chapter deals with the major findings and discussions based on the objectives and hypothesis which were taken for the analysis of the study. This chapter also talks about the limitations of the study and scope for future study. OVERVIEW: A summary of the research with the main findings has also been presented. Revisiting of objectives is essential to understand whether the purpose and aim of research has been achieved. Limitations of the study have been pointed out. Finally, the chapter throws light on directions for future research. Thorough in depth examination of the various dimensions of ADOPTION OF E BANKING SERVICES BY THE CUSTOMERS OF SBI AND ICICI BANK was conducted. The e-banking revolution has fundamentally changed the business of banking by scaling borders and bringing about new opportunities. The basic objective of the research was to analyze the adoption and the awareness of e- banking among the customers of Private sector (ICICI Bank) and Public sector Bank (SBI). Six hypotheses were formulated to analyze the preferences of various E Banking services among the customers of ICICI and SBI Bank and also to compare and analyze if there is any significant difference in the perception of E Banking services of ICICI and SBI Bank. 63 63 | P a g e

FINDINGS  In the study the number of respondents belonging to SBI (59%) bank is more compared to ICICI bank (41%). The study revealed that the internet banking is used by 65% of respondents. This suggests that the E banking services is increasing in usage however there is still a long way to go.  The study revealed that the frequency of male is more than the frequency of female. The large number of e banking users i.e.34 come under the age of 26- 35.and the least users of e banking are senior citizens. This suggests that youths prefer using E Banking services more than the older generation. Respondents with post graduation were 42% followed by 22% of graduate respondents and 29% with professional degrees. Service going people use e banking services more than the student and businessman.  The study tested if customers gave equal ratings to the eight identified E Banking services. The study revealed that the SBI customers rated ATM as number one followed by mobile banking in second and Balance check in third position. They gave the least rating to cheque book, FD, DD, Stop Payment. Similarly the customers of ICICI Bank rated balance check in first and ATM, mobile banking, balance check in second, third and fourth position respectively. They rated tax payment as least preferred.  Further analysis was made to determine if there is any significant difference in the perception of ICICI and SBI Bank towards rating of different E Banking services. Independent sample t- test was applied to the data and the result showed that the 64 64 | P a g e

difference was insignificant. The study concluded that both SBI and ICICI are providing efficient services. The recent surveys have shown that SBI Bank has improved upon the customer and internet banking services. Hence the customers of SBI have equal advantages of E Banking services and there is not much significant difference in perception of services by the customers of two banks.  The study tested if customers preferred equal usage of all the eight identified E Banking services of SBI bank and ICICI bank. The study revealed that the SBI customers used balance check as highest one followed by request from cheque book in second and Bill payment in third position. They least used tax payment facility .Similarly the customers of ICICI Bank used ATM the most and Tax payment ,online shopping by debit or credit card and bill payment in second ,third and fourth position respectively . The Electronic Fund Transfer was least used.  From the feedback received through questionnaires filled by the customers of SBI and ICICI bank, it is clear that most of the customers are using the E Banking services provided by the banks. 65 65 | P a g e

LIMITATIONS: Besides the success of the research work, there were certain limitations which were faced by the researcher.  The information collected is mainly primary data and the accuracy is subject to the responses received.  Due to lack of time the good amount of data collection was not possible so research had to rely on limited data of sample size of 100 respondents only  The research was only focused on two banks . The ICICI bank was taken as representative of Private sector Bank and SBI was taken as representative of Public Sector Bank  The research only focused on few branches of Delhi region  The customers were not interested in filling questionnaire because of their busy schedule. 66 66 | P a g e

SCOPE OF THE FURTHER STUDY  In this research there is a wide scope for further study. The researcher has taken only the 3 branches of SBI and ICICI Bank in Delhi under the study, so the other branches of SBI and ICICI Banks could also be taken for study.  The research is conducted in Delhi and a similar study can be conducted in other areas to make the research results more specific.  This study may also include large number of respondents from both the banks.  This study can be further extended to other Private and Public Sector Banks. The above findings reveal that the awareness of E Banking services, its adoption and usage rate has increased with time but still many people are unaware and many of them are non users. The findings of the paper have lead to formulation of certain suggestions and recommendations for the banks to increase the E Banking usage. Summing up: Overall the result was that the customers of both the SBI and ICICI are aware about the various ebanking services provided by the bank. The customers not opting for ebanking service had security concerns. Therefore there should be initiatives on the part of the banks to remove the security risk and improve the services. 67 67 | P a g e

CHAPTER - 5 RECOMMENDATIONS OF THE STUDY 68 68 | P a g e

RECOMMENDATIONS OF THE STUDY This chapter deals with the recommendations which are generated through the findings and also the conclusion drawn out of the study. These recommendations will help the organizations to enhance the productivity of the organization. RECOMMENDATIONS OF THE STUDY  To promote E Banking services and to have a bank wide usage and adoption it is necessary that banks educate the non using customers about the benefits and advantages of E Banking.  Banks should look forward to have some tie ups with other financial institutions to increase the service base.  The major concerns of E Banking are security threats and privacy issues which will have to be dealt with to ensure long term survival. More technologically advanced security features should be deployed by the banks.  Mobile banking is also getting popular in the segment of internet banking SBI is providing mobile banking with limited features. To keep pace with the private sector banks The Public sector banks need to provide more mobile features.  The service charges of E Banking services should be nominal to attract more customers and increase the customer base.  The employees of public sector banks should be trained about the E Banking services so that they can further encourage and educate the customers to use E Banking services. 69 69 | P a g e

SUMMING UP: The chapter discusses certain suggestions, the implementation of which will lead to greater adaption of ebanking services by the customers of SBI and ICICI bank. These suggestions will help the organizations to attain greater commitment with the customers and also help in increasing the customer base of the organization which will result in more productivity of the banks. 70 70 | P a g e

REFERENCES JOURNALS:  Akinci, S., Aksoy, S. and Atılgan, E. (2008), ‗Adoption of internet banking among sophisticated consumer segments in an advanced developing country‘, International Journal of Bank Marketing, Vol.22 (3), pp. 212-32.  Aladwani, M. Adel (2011), ‗online banking: a field study of drivers, development challenges, and expectations‘, International Journal of Information Management, pp. 213-225.  Barnes, J.G., Howlett, D. M. (2006),‘ Predictors of equity in relationships between financial services providers and retail customers‘, International Journal of Bank Marketing, Vol.16, pp.15-23.  Bauer, H.H., Hammerschmidt, M. and Falk, T. (2005), ‗Measuring the quality of e- banking portals‘, Vol. 23, No. 2, pp. 153-75.  Black, N.J., Lockett, A., Winklhofer, H. and Ennew, C. (2007), The adoption of internet financial services: a qualitative study, International Journal of Retail & Distribution Management, Vol.29 (8), pp. 390-398. 71 71 | P a g e

 Daniel, E. (2011), Provision of electronic banking in the UK and Republic of Ireland, International Journal of Bank Marketing, Vol.17(2), pp. 72-82.  Durkin, M., Jennings, D., Mulholland G. and Worthington, S. (2008), Key influencers and inhibitors on adoption of the Internet for banking, Journal of Retailing and Consumer Services, Vol.15, pp. 348-357.  Eriksson, K., Kerem, K., & Nilsson, D. (2008), the adoption of commercial innovations in the former Central and Eastern European markets. The case of internet banking in Estonia‖, International Journal of Bank Marketing, Vol.26 (3), pp. 154-69.  genteno, C. (2004), Adoption of Internet services in the Acceding and Candidate Countries, lessons from the Internet banking case, Telematics and Informatics,Vol.21,pp.293-315.  hou, D., & Chou, A.Y. (2003), A Guide to the Internet Revolution in Banking, Information Systems Management, Vol.17 (2), pp. 51-57.  S. and T. Overton(2010), \"Estimating Nonresponsive Bias in Mail Surveys,\" Journal of Marketing Research,Vol. 14, No. 3:396-402, 1977. 72 72 | P a g e

BOOKS :  C.H Gupta (2004) ‗E Banking in India‘  Banking Service Operation(ICFAI)  K.c Sharma(2007) ‗Indian Banking‘  Money and Banking Rimpi Jatana, R. K. Uppal 01-Oct-2007 - Business & Economics  S S KAPTAN 1ST JAN 2003 INTERNET BANKING WEBSITES: http://jms.nonolympictimes.org/Articles/marticle.pdf Last assessed 11th march 2013 http://www.scribd.com/doc/25049932/Final-Project-on-E- banking Last assessed 12th march 2013 http://arraydev.com/commerce/JIBC/2010- 08/Dixit.pdf(literature Last assessed 12th march 2013  http://www.iibms.org/pdf/Ebooks/E-Banking%20Management. Last assessed 12th march 2013 73 73 | P a g e

http://www.scribd.com/doc/18090861/internet-banking-of- sbi Last assessed 13th march 2013 http://ce.sharif.ac.ir/courses/8687/1/ce428/resources/root/service_Quality_cont rol/e-banking%20service%20quality.pdf Last assessed 13th march 2013 http://scholar.google.com/scholar?hl=en&q=literature+review+on+e+banking &btnG=&as_sdt=1%2C5&as_sdtp= Last assessed 13th march 2013 http://m.tech.uh.edu/faculty/conklin/IS7033Web/7033/Week14/Internetbankin g.pdf Last assessed 13th march 2013 http://www.amazon.com/Electronic-Banking-Ultimate-Business- Technology/dp/3528057548 last assessed 15th march 2013 https://en.wikipedia.org/wiki/Online_banking Last assessed 15th march 2013 https://www.onlinesbi.com/retail/login.htm 74 74 | P a g e

Last assessed 17th march 2013 https://www.onlinesbh.com/osbi_newuser_regfrm.html Last assessed 18th march 2013 http://www.managementparadise.com/forums/publish-upload- project-download-reference-project/95468-project-internet-banking- sbi.html Last assessed 20th march 2013 http://www.icicibank.com/safe-online-banking/safe-online- banking.html Last assessed 21st 2013 http://www.icicibank.com/ Last assessed 21st 2013 http://www.mouthshut.com/product-reviews/ICICI-Bank- reviews Last assessed 23rd march 2013 75 75 | P a g e

ANNEXURE 76 76 | P a g e

ANNEXURE 1 Questionnaire I am a student of MBA, Gitarattan International Business School, Indraprastha University I am conducting a market research on ―Customer Perception towards e-banking\". I request you to fill up a small questionnaire regarding the e-banking services provided by your bank. The privacy will be maintained and the data will strictly be used for educational purposes only. 1. Name: Female 77 2. Gender: Male 3. Age Group: o 18-25 o 26-35 o 36-45 o 46-60 o 60+ 4. Educational Qualification: o 12th o Graduate o Post Graduate o Professional 5. Occupation: o Student o Service 77 | P a g e

o Business man o Retired Individual o Others please specify: 6. Are you aware of E- Banking services? o Yes o No 7. Do you use E- Banking services? o Yes o No 8. If the above option is No specify the reason. o Never heard of internet banking o Concerned about security o Not available to my bank o Not have enough knowledge o Other: 9. What is the name of the bank you have an internet banking account with? o SBI o ICICI 10. What is the most important reason that you choose this particular bank? o The brand name of the bank o The excellent service offered by this bank o Easy to access o Other: 78 78 | P a g e

11. How long have you been using the internet services? o Less than a month o 1 to 6 months o 6 to 12 months o More than a year 12. What is the frequency of usage of E-Banking? o 5 to 6 times/week o 2 to 3 times /week o Once in a week o Once in a month o Occasionally 13. What are the E-Banking services that you use which are provided by your bank? o ATM o Electronic Fund Transfer o Debit card o Credit card o Bill payment o Balance check and Bank Statement o Tax payment o Mobile banking 14. Please rate the following Services? Services Excellent good neutral poor n/a ATM oo oo o Electronic Fund Transfer oo oo o Debit Card oo oo o Credit Card oo oo o Bill Payment oo oo o 79 79 | P a g e

Balance Check and Bank Statement o o o oo Tax Payment o o o oo Mobile Banking o o o oo 15. Please specify the frequency of use? Services 5to6 2to3 Once in Once in a occasionally ATM times/week times/week a week month Electronic Fund Transfer Debit Card o o oo o Credit Card Bill Payment o o oo o Balance Check and Bank Statement o o oo o Tax Payment Mobile Banking o o oo o o o oo o o o oo o o o oo o o o oo o 80 80 | P a g e

ANNEXURE 2 DATA ENTRY name age qualification occupation awareness usage no gender group R1 R2 11 2 1 11 R3 11 2 2 11 R4 22 2 5 124 R5 22 3 1 11 R6 13 1 3 124 R7 13 1 3 124 R8 22 2 2 11 R9 12 2 3 11 R10 13 2 3 224 R11 22 2 5 11 R12 23 1 5 11 R13 12 2 2 124 R14 23 3 2 11 R15 22 2 2 11 R16 13 4 2 11 R17 14 3 3 125 R18 11 1 1 11 R19 11 1 1 11 R20 21 2 1 11 R21 22 3 2 11 R22 22 2 2 11 R23 15 1 2 11 R24 14 3 3 11 R25 11 2 2 11 R26 11 4 3 11 R27 12 2 2 11 R28 22 3 3 224 R29 12 2 2 11 R30 23 4 2 11 R31 11 3 3 11 R32 13 2 2 11 R33 21 3 3 123 R34 22 2 4 124 13 3 3 11 81 81 | P a g e

R35 12 2 2 223 R36 23 1 3 122 R37 22 2 2 11 R38 22 3 3 11 R39 13 2 2 11 R40 22 3 2 11 R41 11 2 3 11 R42 22 3 4 11 R43 13 2 3 11 R44 25 3 2 123 R45 13 2 2 214 R46 22 3 3 21 R47 13 2 2 11 R48 22 1 3 123 R49 13 2 2 11 R50 21 3 3 11 R51 23 2 2 11 R52 24 2 3 11 R53 13 3 2 221 R54 22 2 3 11 R55 14 3 2 11 R56 12 2 3 11 R57 13 3 2 11 R58 22 2 3 11 R59 13 3 2 11 R60 22 1 1 11 R61 23 3 2 11 R62 12 2 3 122 R63 22 3 2 11 R64 13 2 3 11 R65 22 3 2 11 R66 13 2 3 11 R67 22 3 2 224 R68 13 2 2 11 R69 22 1 3 214 R70 12 3 2 11 R71 13 2 3 11 R72 22 3 2 11 R73 23 1 3 11 R74 12 4 2 224 R75 23 3 3 11 82 | P a g e 82

R76 12 22 11 R77 23 31 224 R78 12 43 11 R79 24 32 11 R80 12 13 11 R81 25 32 11 R82 13 23 11 R83 22 34 11 R84 11 43 11 R85 22 32 11 R86 13 43 11 R87 22 42 222 R88 11 33 11 R89 22 22 11 R90 13 33 11 R91 22 22 122 R92 13 31 11 R93 22 22 11 R94 13 33 121 R95 22 12 11 R96 13 31 11 R97 23 22 221 R98 13 33 11 R99 25 42 214 R100 12 31 11 nam e rating D/C BILL BALANCE TAX MOBILE CARD PAYMENT CHECK PAYMENT BANKING total ATM EFT R1 5 11 5 20 24 R2 2 2 2 20 34 R3 0 00 0 0 5 00 R4 2 25 3 18 3 R5 0 00 0 0 0 00 R6 0 00 0 0 0 00 R7 2 24 3 3 18 23 R8 12 2 2 17 12 R9 0 00 0 0 0 00 R10 2 25 2 21 34 R11 2 2 14 3 2 R12 0 00 0 0 0 00 83 83 | P a g e

R13 2 23 20 3 3 R14 2 15 R15 2 24 3 20 23 R16 0 00 R17 1 22 17 3 3 R18 1 R19 2 5 0 0 0 00 R20 3 23 4 R21 5 13 5 21 15 R22 4 52 5 R23 44 5 16 4 R24 55 0 R25 5 35 3 24 2 R26 3 53 0 R27 0 0 3 22 33 R28 4 5 0 R29 5 00 0 24 4 4 R30 3 45 5 R31 5 54 5 29 33 R32 0 35 0 R33 0 26 2 4 R34 3 3 0 R35 0 00 21 4 3 R36 0 00 0 R37 3 35 22 4 2 R38 00 R39 5 00 5 21 43 R40 3 R41 5 53 0 0 00 R42 45 R43 25 3 3 R44 0 3 R45 4 4 22 4 R46 5 3 R47 3 54 3 19 3 R48 0 00 R49 5 3 4 18 24 R50 4 5 R51 3 4 0 0 00 R52 00 R53 0 0 0 00 4 84 | P a g e 4 27 33 3 00 0 0 40 0 0 0 00 10 4 20 3 5 5 34 24 3 21 43 4 20 3 5 16 52 3 16 32 0 0 00 13 2 20 4 2 5 18 32 0 0 00 13 3 5 21 5 3 93 14 4 3 0 0 00 84

R54 5 5 0 23 52 R55 4 35 4 28 33 R56 3 0 5 19 4 R57 3 3 4 3 24 32 R58 2 44 5 21 5 R59 5 0 4 25 4 R60 3 5 0 3 23 3 R61 53 4 R62 0 55 5 11 00 R63 00 4 R64 4 4 0 33 R65 5 00 0 15 42 R66 43 0 16 23 R67 0 5 22 00 R68 5 4 16 43 R69 5 3 00 22 R70 3 3 3 24 33 R71 4 00 4 29 43 R72 5 5 5 25 32 R73 3 54 25 4 R74 0 33 24 00 R75 55 4 23 2 R76 4 00 3 R77 0 54 9 00 R78 00 5 20 3 R79 4 3 00 4 R80 5 55 5 20 3 R81 3 00 4 26 3 R82 5 33 5 20 43 R83 5 55 3 23 34 R84 3 3 4 36 13 R85 4 54 3 26 21 R86 45 4 23 31 R87 0 33 3 26 00 R88 5 20 42 R89 3 45 00 33 R90 5 53 16 23 R91 0 00 4 26 00 R92 3 5 23 34 R93 3 54 05 22 R94 0 3 11 00 00 5 32 85 | P a g e 3 00 55 00 85

R95 3 5 0 5 21 3 3 R96 43 5 3 18 2 00 0 000 R97 0 5 4 17 3 35 3 30 2 R98 R99 5 4 4 15 3 R10 03 name D/C usage BALANCE TAX MOBILE CARD CHECK PAYMENT BANKING R1 BILL 3 3 R2 3 PAYMENT 4 4 0 R3 2 0 0 0 R4 0 4 3 0 5 R5 2 0 0 4 3 R6 0 0 0 4 0 R7 0 4 3 0 3 R8 2 2 4 0 R9 0 0 0 0 R10 0 4 4 3 R11 5 4 4 0 2 R12 0 0 0 R13 0 4 3 5 5 R14 5 4 4 3 R15 2 2 3 3 0 R16 2 0 0 R17 0 1 4 0 2 R18 2 4 R19 3 4 5 0 R20 4 3 3 3 R21 3 4 2 R22 3 2 R23 3 4 3 R24 4 3 R25 3 4 3 R26 3 R27 00 0 5 R28 3 4 0 R29 43 3 R30 34 4 4 86 86 | P a g e

R31 4 32 0 0 R32 0 00 0 0 R33 0 00 0 3 R34 3 0 0 R35 0 3 2 0 R36 0 00 R37 00 0 2 R38 3 0 3 R39 4 2 R40 4 33 0 3 R41 2 44 1 R42 3 0 0 R43 2 3 R44 0 2 0 5 R45 4 2 0 R46 4 4 R47 2 00 3 R48 0 3 3 R49 3 32 R50 2 2 0 R51 3 00 R52 3 4 R53 0 3 3 R54 3 1 4 R55 4 2 2 R56 3 00 3 R57 4 4 1 R58 3 34 R59 2 2 0 R60 3 3 R61 2 33 2 R62 0 4 3 R63 3 43 0 R64 3 3 R65 2 00 4 R66 44 3 R67 0 3 2 R68 32 R69 5 R70 3 00 R71 4 33 87 | P a g e 44 33 87

R72 3 4 2 0 R73 5 R74 0 0 00 3 R75 4 3 0 R76 0 2 4 2 R77 0 00 3 R78 3 3 4 R79 5 4 3 3 R80 3 3 4 4 R81 4 1 3 3 R82 3 3 22 4 R83 4 1 3 2 R84 3 3 R85 0 1 4 0 R86 00 R87 4 0 3 R88 0 3 4 4 R89 0 R90 0 2 00 R91 3 0 0 R92 4 2 5 4 R93 0 00 2 R94 0 0 R95 3 4 3 3 R96 3 00 3 R97 0 3 R98 42 R99 4 3 R100 2 88 88 | P a g e