mr.a final

8/12/2019 MR.A FINAL

1/74


2/74


3/74


4/74


5/74


6/74


7/74


8/74


9/74


10/74


11/74


12/74


13/74


14/74


15/74


16/74


17/74


18/74

companies $ct5 *KM,(

Subsequentl' K new commercial ban9s have been granted license to start ban9ing operations(

!he new private sector ban9s have been ver' aggressive in business eApansion and is also

reporting higher profile levels ta9ing the advantage of technolog' and s9illed manpower( In

certain areas5 these ban9s have even our crossed the other group of ban9s including foreign

ban9s(

O'er'&e= #, Ba"


19/74

>0 C#-#4erat&'e Se t#r Ba"


20/74

dimensional manner( .an9s have been pla'ing a catal'tic role in area development5 bac9ward

area development5 eAtended assistance to rural development all along helping agriculture5

industr'5 international trade in a significant manner( In a wa'5 commercial ban9s have emerged

as 9e' financial agencies for rapid economic development(

Commercial ban9s provide short0term and medium0term financial assistance( !he short0term

credit facilities are granted for wor9ing capital requirements( !he medium0 term loans are for

the acquisition of land5 construction of factor' premises and purchase of machiner' and

equipment( !hese loans are generall' granted for periods ranging from five to seven 'ears( !he'

also establish letters of credit on behalf of their clients favouring suppliers of raw

materials


21/74

PRODUCTS AND SERVICES OFFERED BY PRIVATE BANKS

.road Classification of )roducts in a ban9:

Q etail .an9ing

Q !rade &inance

Q !reasur' %perations

etail .an9ing and !rade finance operations are conducted at the branch level while the

wholesale ban9ing operations5 which cover treasur' operations5 are at the hand office or a

designated branch(

Reta&$ Ba"


22/74

$part from the above0mentioned functions of the ban95 the ban9 provides a whole lot of other

services li9e investment counseling for individuals5 short0term funds management and portfolio

management for individuals and companies( It underta9es the inward and outward remittances

with reference to foreign eAchange and collection of varied t'pes for the #overnment(

C#**#" Ba"


23/74

Ever' time a person uses the card5 the merchant who in turn can get the mone' transferred to his

account from the ban9 of the bu'ers5 b' debiting an eAact amount of purchase from the card( !o

get a debit card along with a )ersonal Identification Number F)ING(

!he major limitation of Debit Card is that currentl' onl' some 1+++0H+++ shops countr' wide

accepts it( $lso5 a person can t operate it in case the telephonelines are down(

Aut#*at& Te$$er Ma !&"e :

!he introduction of $!3 s has given the customers the facilit' of round the cloc9 ban9ing( !he

$!3 s are used b' ban9s for ma9ing the customers dealing easier(

$!3 card is a device that allows customer who has an $!3 card to perform routine ban9ing

transaction at an' time without interacting with human teller( It provides eAchange services(

!his service helps the customer to withdraw mone' even when the ban9s ate closed( !his can be

done b' inserting the card in the $!3 and entering the )ersonal Identification Number and

secret )assword(

$!3 s are currentl' becoming popular in India that enables the customer to withdraw their

mone' /H hours a da' and 1,M da's( It provides the customers with the abilit' to withdraw or

deposit funds5 chec9 account balances5 transfer funds and chec9 statement information( !he

advantages of $!3 s are man'(

!o transfer mone' to and from accounts(

!o view account information(

!o order cash(!o receive cash(

1


24/74

A+'a"ta%e( #, ATM( :

To the Customers

$!3 s provide /H hrs(5 da's and 1,M da's a 'ear service

Service is quic9 and efficient

)rivac' in transaction

?ider fleAibilit' in place and time of withdrawals(

!he transaction is completel' secure B 'ou need to 9e' in )ersonal

Identification Number FUnique number for ever' customerG(

To Banks

$lternative to eAtend ban9ing hours(

Crowding at ban9 counters considerabl' reduced(

$lternative to new branches and to reduce operating eApenses(

elieves ban9 emplo'ees to focus an more anal'tical and innovative wor9( Increased mar9et penetration(

1


25/74

$!3 s can be installed an'where li9e $irports5 ailwa' Stations5 )etrol )umps5 .ig .usiness

arcades5 mar9ets5 etc( "ence5 it gives eas' access to the customers5 for obtaining cash(

!he $!3 services provided first b' the foreign ban9s li9e Citiban95 #rind la's ban9 and now

b' man' private and public sector ban9s in India li9e ICICI .an95 "D&C .an95 S.I5 U!I .an9

etc(

E-C!e@ue( :

!he e0cheques consists five primar' facts( !he' are the consumers5 the merchant5 consumer s

ban9 the merchant s ban9 and the e0mint and the clearing process( !his chequering s'stem uses

the networ9 services to issue and process pa'ment that emulates real world chequeing( !he

pa'er issue a digital cheques to the pa'ee ant the entire transactions are done through internet(

Electronic version of cheques are issued5 received and processed( $ t'pical electronic cheque

transaction ta9es place in the following manner:

Q !he customer accesses the merchant server and the merchant server presents its goods

to the customer(

Q !he consumer selects the goods and purchases them b' sending an e0cheque to the

merchant(

Q !he merchant validates the e0cheque with its ban9 for pa'ment authori@ation(

Q !he merchant electronicall' forwards the e0cheque to its ban9(

Q !he merchant s ban9 forwards the e0cheque to the clearing house for cashing(

Q !he clearing house jointl' wor9s with the consumer s ban9 clears the cheque and

transfers the mone' to the merchant s ban9s(

Q !he merchant s ban9 updates the merchant s account(

Q !he consumer s ban9 updates the consumer s account with the withdrawal

information(

1


26/74

!he e0chequeing is a great boon to big corporate as well as small retailers( 3ost major ban9s

accept e0cheques( !hus this s'stem offers secure means of collecting pa'ments5 transferring

value and managing cash flows(

M#5&$e Ba"


27/74

!he Internet .an9ing now is more of a normal rather than an eAception due to the fact that it is

the cheapest wa' of providing ban9ing services( $s indicated b' 3cRinse' Juarterl' research5

presentl' traditional ban9ing costs the ban9s5 more than a dollar per person5 $!3 ban9ing

costs / cents and internet ban9ing costs below H cents approAimatel'( ICICI ban9 was the first

one to offer Internet .an9ing in India(

.enefits of Internet .an9ing:

Q educe the transaction costs of offering several ban9ing services and diminishes the

need for longer numbers of eApensive bric9 and mortar branches and staff(

Q Increase convenience for customers5 since the' can conduct man' ban9ing transaction

/H hours a da'(

Q Increase customer lo'alt'(

Q Improve customer access(

Q $ttract new customers(

Q Eas' online application for all accounts5 including personal loans and mortgages

1


28/74

BANKING SERVICES

.an9ing covers so man' services that it is difficult to define it( "owever5 these basic services

have alwa's been recogni@ed as the hallmar9 of the genuine ban9er which are as follow

!he receipt of the customer s deposits

!he collection of his cheques drawn on other ban9s

!he pa'ment of the customer s cheques drawn on himself

!here are other various t'pes of ban9ing services li9e:

*( $dvances B %verdraft5 Cash Credit5 etc(

/( Deposits B Saving $ccount5 Current $ccount5 etc(1( &inancial Services B .ill discounting etc(

H( &oreign Services B )roviding foreign currenc'5 travelers cheques5 etc(

M( 3one' !ransmission B &unds transfer etc(

,( Savings B &iAed deposits5 etc(

( Savings B &iAed deposits5 etc(

;( StatusB Debit Cards5 Credit Cards5 etc

1


29/74

Cu(t#*er Ser'& e( &" C#**er &a$ Ba"


30/74

!he ten 9e' areas of customer s services to be attended timel' and regularl' are:

i( Submission of statement of $


31/74

PEST ANALYSIS

POLITICAL LEGAL ENVIROMENT

#overnment and .I policies affect the ban9ing sector( Sometimes loo9ing into the political

advantage of a particular part'5 the #overnment declares some measures to their benefits li9e

waiver of short0term agricultural loans5 to attract the farmer s votes( .' doing so the profits of

the ban9 get affected( arious ban9s in the cooperative sector are open and run b' the

politicians( !he' eAploit these ban9s for their benefits( Sometimes the government appoints

various chairmen of the ban9s( arious policies are framed b' the .I loo9ing at the present

situation of the countr' for better control over the ban9s(

ECONOMICAL ENVIROMENT

.an9ing is as old as authentic histor' and the modern commercial ban9ing are traceable to

ancient times( In India5 ban9ing has eAisted in one form or the other from time to time( !he

present era in ban9ing ma' be ta9en to have commenced with establishment of ban9 of .engal

in *;+K under the government charter and with government participation in share capital(

$llahabad ban9 was started in the 'ear *;,M and )unjab national ban9 in *;KM5 and thus5 othersfollowed(

Ever' 'ear .I declares its , monthl' polic' and accordingl' the various measures and rates are

implemented which has an impact on the ban9ing sector( $lso theUnion budget affects the

ban9ing sector to boost the econom' b' giving certain concessions or facilities( If in the .udget

savings are encouraged5 then more deposits will be attracted towards the ban9s and in turn the'

can lend more mone' to the agricultural sector and industrial sector5 therefore5 booming the

econom'( If the &DI limits are relaAed5 then more &DI are brought in India through ban9ing

channels(

1


32/74

SOCIAL ENVIROMENT

.efore nationali@ation of the ban9s5 their control was in the hands of the private parties and onl'

big business houses and the effluent sections of the societ' were getting benefits of ban9ing in

India( In *K,K government nationali@ed *H ban9s( !o adopt the social development in the

ban9ing sector it was necessar' for speed' economic progress5 consistent with social justice5 in

democratic political s'stem5 which is free from domination of law5 and in which opportunities

are open to all( $ccordingl'5 9eeping in mind both the national and social objectives5 ban9ers

were given direction to help economicall' wea9er section of the societ' and also provide need0

based finance to all the sectors of the econom' with fleAible and liberal attitude( Now the ban9s

provide various t'pes of loans to farmers5 wor9ing women5 professionals5 and traders( !he' also provide education loan to the students and housing loans5 consumer loans5 etc(

.an9s having big clients or big companies have to provide services li9e personali@ed ban9ing to

their clients because these customers do not believe in running about and waiting in queues for

getting their wor9 done( !he ban9ers also have to provide these customers with special

provisions and at times with benefits li9e food and parties( .ut the ban9s do not mind incurring

these costs because of the 9ind of business these clients bring for the ban9(

TEC2NOLOGICAL ENVIROMENT

!echnolog' pla's a ver' important role in ban9 s internal control mechanisms as well as

services offered b' them( It has in fact given new dimensions to the ban9s as well as services

that the' cater to and the ban9s are enthusiasticall' adopting new technological innovations for

devising new products and service(

!he latest developments in term of technolog' in computer and telecommunication have

encouraged the ban9ers to change the concept of branch ban9ing to an'where ban9ing( !he use

of $!3 and Internet ban9ing has allowed an'time5 an'where is ban9ing facilities( $utomatic

1


33/74

voice recorders now answer simple queries5 currenc' accounting machines ma9es the job easier

and self0service counters are now encouraged( Credit card facilit' has encouraged an era of

cashless societ'( !oda' 3asterCard and isa card are the two most popular cards used world

over( !he ban9s have now started issuing smartcards or debit cards to be used for ma9ing

pa'ments( !hese are also called as electronic purse( Some of the ban9s have also started home

ban9ing through telecommunication facilities and computer technolog' b' using terminals

installed at customers home and the' can ma9e the balance inquir'5 get the statement of

accounts5 give instructions for fund transfers5 etc( !hrough ECS we can receive the dividends

and interest directl' to our account avoiding the dela' or chance of loosing the post(

!oda' ban9s are also using S3S and Internet as major tool of promotions and giving great

utilit' to its customers( &or eAample S3S functions through simple teAt messages sent from

'our mobile( !he messages are then recogni@ed b' the ban9 to provide 'ou with the required

information( $ll these technological changes have forced the ban9ers to adopt customer0based

approach instead of product0based approach(

1


34/74

Re'&e= #, $&terature

Currentl'5 technological changes are causing ban9s to rethin9 their strategies for services

offered to both commercial and individual customers( 3oreover5 ban9s that eAcel in qualit'

service can have a distinct mar9eting edge since improved levels of service qualit' are related tohigher revenues5 increased cross0sell ratios and higher customer retention F.ennett and "iggins5

*KK1G5 and eApanded mar9et share F.owen and "edges5 *KK1G( 3oreover5 the ban9s understand

that customers will be lo'al if the' can produce greater value than competitors(

It is indeed true that deliver' of high0service qualit' to customers offers firms an opportunit' to

differentiate themselves in competitive mar9ets FRaratepe et al(5 /++MG(In contrast5 high qualit'

of service leads to customer satisfaction and lo'alt' and greater willingness to suggest and or

recommend to someone else5 reduction in customer complaints5 and improved customer

retention rates to a great eAtent F .itner5 *KK+T "eadle' and 3iller5 *KK1T Leithaml et al(5 *KK,T

Danaher5 *KK G( In recent 'ears5 !he financial sector has developed rapidl' interims of si@e5

structure and the variet' of consumer and business0to0business products and services around the

world in general and gulf region5 in particular( In addition5 man' retail ban9s face huge

challenges such as technological advancement5 competitive products5 and services and thus5 in

order to survive and compete effectivel'5 ban9s must recogni@e the customer perceptions of the

service qualit'5 academicians and practitioners have given more attention to this area as it

assumed that service qualit' is a critical measure of firm performance F6asser et al(5 /+++T

avas and asin5 /++*T .ic9 et al(5 /++HT $nd eassen and %lsen5 /++; and 6iang et al(5 /++KG(

"owever5 service qualit' is abstract and elusive and lac9s objective measuresFRaratepe et al(5

/++MG( !herefore5 in order to identif' the firms strengths and


35/74

satisfaction5 and customer perception argue that high levels of customer satisfaction lead to

customer retention5 especiall' in mar9ets that are highl' competitive and saturated5 such as

financial services 3oreover5 in the present competitive ban9ing environment5 most of the ban9s

offer the same or similar products around the world and service qualit' is a vital means to

differentiate themselves in the mar9et place(

1


36/74

BANK PROFILE6

ICICI6

ICICI .an9 is IndiaPs second0largest ban9 with total assets of s( H5+,/(1H billion FUSV K* billionG at 3arch 1*5 /+** and profit after taA s( M*(M* billion FUSV *5*MM millionG for the 'ear

ended 3arch 1*5 /+**( !he .an9 has a networ9 of /5 H branches and about *+5+/* $!3s in

India5 and has a presence in *K countries5 including India(

ICICI .an9 offers a wide range of ban9ing products and financial services to corporate and

retail customers through a variet' of deliver' channels and through its specialised subsidiaries in

the areas of investment ban9ing5 life and non0 lifeinsurance 5 venture capital and asset

management(

!he .an9 currentl' has subsidiaries in the United Ringdom5 ussia and Canada5 branches in

United States5 Singapore5 .ahrain5 "ong Rong5 Sri 6an9a5 Jatar and Dubai International

&inance Centre and representative offices in United $rab Emirates5 China5 South $frica5

.angladesh5 !hailand5 3ala'sia and Indonesia( %ur UR subsidiar' has established branches in

.elgium and #erman'( ICICI .an9Ps equit' shares are listed in India on .omba' Stoc9

EAchange and the National Stoc9 EAchange of India 6imited and its $merican Depositar'

eceipts F$D sG are listed on the New or9 Stoc9 EAchange FN SEG(

1


37/74

A IS BANK6

$Ais .an9 is the third largest private sector ban9 in India( $Ais .an9 offers the entire spectrum

of financial services to customer segments covering 6arge and 3id0Corporates5 S3E5 gricultureand etail .usinesses(

!he .an9 has a large footprint of * ; domestic branches Fincluding eAtension countersG and

*+51,1 $!3s spread across *5*1K centres in the countr' as on 1*st December /+*/( !he .an9

also has overseas branches < offices in Singapore5 "ong Rong5 Shanghai5 Colombo5 Dubai5

DI&C 0 Dubai and $bu Dhabi(

$Ais .an9 is one of the first new generation private sector ban9s to have begun operations in*KKH( !he .an9 was promoted in *KK15 jointl' b' Specified Underta9ing of Unit !rust of India

FSUU!IG Fthen 9nown as Unit !rust of IndiaG56ife Insurance Corporation of India F6ICG5

#eneral Insurance Corporation of India F#ICG5 National Insurance Compan' 6td(5 !he New

India $ssurance Compan' 6td(5 !he %riental Insurance Compan' 6td( and United India

Insurance Compan' 6td( !he shareholding of Unit !rust of India was subsequentl' transferred

to SUU!I5 an entit' established in /++1(

?ith a balance sheet si@e of s(/5;M5,/; crores as on 1*st 3arch /+*/5 $Ais .an9 is ran9ed Kthamongst all Indian scheduled ban9s( $Ais .an9 has achieved consistent growth and stable asset

qualit' with a M 'ear C$# F/++ 0*/G of 1*O in !otal $ssets5 1+O in !otal Deposits5 1,O in

!otal $dvances and HMO in Net )rofit(

1


38/74

I"+u(&"+ 5a"


39/74

2DFC BANK6

!he "ousing Development &inance Corporation 6imited F"D&CG was amongst the first to

receive an Win principle> approval from the eserve .an9 of India F .IG to set up a ban9 in the

private sector5 as part of .I>s liberalisation of the Indian .an9ing Industr' in *KKH(

!he ban9 was incorporated in $ugust *KKH in the name of W"D&C .an9 6imited>5 with its

registered office in 3umbai5 India( "D&C .an9 commenced operations as a Scheduled

Commercial .an9 in 4anuar' *KKM(

"D&C is India>s premier housing finance compan' and enjo's an impeccable trac9 record inIndia as well as in international mar9ets( Since its inception in *K 5 the Corporation has

maintained a consistent and health' growth in its operations to remain the mar9et leader in

mortgages(

Its outstanding loan portfolio covers well over a million dwelling units( "D&C has developed

significant eApertise in retail mortgage loans to different mar9et segments and also has a large

corporate client base for its housing related credit facilities( ?ith its eAperience in the financial

mar9ets5 strong mar9et reputation5 large shareholder base and unique consumer franchise5"D&C was ideall' positioned to promote a ban9 in the Indian environment

"D&C .an9>s mission is to be a ?orld Class Indian .an9( !he objective is to build sound

customer franchises across distinct businesses so as to be the preferred provider of ban9ing

services for target retail and wholesale customer segments5 and to achieve health' growth in

profitabilit'5 consistent with the ban9>s ris9 appetite(

!he ban9 is committed to maintain the highest level of ethical standards5 professional integrit'5

corporate governance and regulator' compliance( "D&C .an9>s business philosoph' is based

on four core values: %perational EAcellence5 Customer &ocus5 )roduct 6eadership and )eople(

1


40/74

2SBC BANK6

"S.C )rivate .an9 in $sia provides the full spectrum of private ban9ing solutions for affluent

individuals and their families( !he combination of our global eApertise and specialist local

9nowledge enables us to protect and enhance the wealth of our clients and their families

through a comprehensive range of &"'e(t*e"t (er'& e( 5,a*&$) =ea$t! a+'&(#r)

(er'& e( 54r&'ate =ea$t! (#$ut"( such as wealth planning and protection5 and tra+&t"a$

5a"


41/74

IDBI BANK6

ID.I .an9 6td( is toda' one of IndiaPs largest commercial .an9s( &or over H+ 'ears5 ID.I

.an9 has essa'ed a 9e' nation0building role5 first as the apeA Development &inancial

Institution FD&IG F4ul' *5 *K,H to September 1+5 /++HG in the realm of industr' and thereafter

as a full0service commercial .an9 F%ctober *5 /++H onwardsG( $s a D&I5 the erstwhile ID.I

stretched its canvas be'ond mere project financing to cover an arra' of services that

contributed towards balanced geographical spread of industries5 development of identified

bac9ward areas5 emergence of a new spirit of enterprise and evolution of a deep and vibrant

capital mar9et(

%n %ctober *5 /++H5 the erstwhile ID.I converted into a .an9ing compan' Fas Industrial

Development .an9 of India 6imitedG to underta9e the entire gamut of .an9ing activities while

continuing to pla' its secular D&I role( )ost the mergers of the erstwhile ID.I .an9 with its

parent compan' FID.I 6td(G on $pril /5 /++M Fappointed date: %ctober *5 /++HG and the

subsequent merger of the erstwhile United ?estern .an9 6td( with ID.I .an9 on %ctober 15

/++,5 the tech0savv'5 new generation .an9 with majorit' #overnment shareholding toda'

touches the lives of millions of Indians through an arra' of corporate5 retail5 S3E and $gri

products and services(

1


42/74

76 8/ T!e Ba"< 4r#'&+e( t&*e$) (er'& e &" re$at" t# ATM RTGS NEFT ECS et /

ES N%H+ ,+

IN!E ) E!$!I%N:

!here are ,+ no of customers who agree that ban9 provides timel' services and H+ no of

customers who are against of it(

1


43/74

7:6T!e Ba"< 4r#'&+e( re@u&re+ a"+ a urate &",#r*at" =!e" "ee+e+ a5#ut t!e u(a%e

a"+ #4erat" #, 'aru( 5a"


44/74

7;6T!e Ba"< (!#=( (&" ere &"tere(t &" (#$'&"% a u(t#*er( 4r#5$e* 4erta&"&"% t# a")

+e$a) &" tra"(a t" #r *&(ta


45/74


46/74

7?6T!e e*4$#)ee( are 4r#4er$) tra&"e+ a"+ a5$e t# %u&+e a5#ut t!e u(e #, te !"#$#%)

ES N%,M 1M

IN!E ) E!$!I%N:

&rom the above graph it can be interpreted that ,M no of customers are properl' trained

in the ban9s and 1M customers not agree with it(

1


47/74

7 6T!e Ba"< !a( +&,,ere"t 4r#4er$) &+e"t&,&e+ #u"ter(

ES N%11 ,

IN!E ) E!$!I%N:

11 respondents belive that ban9s has properl' identified counters5 , respondents belives

against of it(J,:!he .an9 has different properl' identified counters

1


48/74

7 6T!e Ba"< !a( %##+ ATM( (er'& e(

ES N%;; */

IN!E ) E!$!I%N:

&rom the above graph ;; no of customers belives ban9s has good atm 5*/ customers are don>tagree with it(

1


49/74

7 6T!e Ba"< *a&"ta&"( (u,,& &e"t a"+ ea() t# u(e O"$&"e Ba"


50/74

7 6T!e Ba"< &( =e$$ e@u&44e+ =&t! t!e t&*e (a'&"% te !"#$#%) ,a &$&t) $&t agree with it(

1

ES N%;M *M


51/74

8H/E*4$#)ee( are %##+ &" e34$a&"&"% t!e 'aru( te !"#$#%& a$ 4r#+u t( a"+ (er'& e( t!e

Ba"< 4r#'&+e(

ES N%,* 1K

IN!E ) E!$!I%N:

,* no of customers belive Emplo'ees are good in eAplaining the various technological products

and services the .an9 provides5and 1K customers who don>t agree with it(

1


52/74

7886E*4$#)ee( &" t!e 5a"< are a$=a)( =&$$&"% t# !e$4 )#u

ES N%;; */

IN!E ) E!$!I%N:

;; no of customers belives in Emplo'ees in the ban9 are alwa's willing to help 'ou5and */ no

of customers who don>t agree with it(

1


53/74

78:6E*4$#)ee( &" t!e 5a"< are "e'er t## 5u() t# re(4#"+ t# )#ur re@ue(t

ES N%

*/ ;;

IN!E ) E!$!I%N:

;; no of customers belives that Emplo'ees in the ban9 are never too bus' to respond to requestwhile */ no of respondents belives against it(

1


54/74

78;6Cu(t#*er( ,ee$ (a,e a5#ut t!e&r tra"(a t"( +#"e 5) I"ter"et 5a"


55/74

78>6E*4$#)ee( are #*4ete"t a"+


56/74

78?6T!e Ba"< *a&"ta&"( %##+ ()(te*( ,#r &t( e,,& &e"t Fu" t"&"%

ES N%K+ *+

IN!E ) E!$!I%N:

K+ no of customers belives that !he .an9 maintains good s'stems for its efficient &unctioning

and *+ no of customers who don>t agree with it(

1


57/74

78 6T!e Cu(t#*er( %et &"+&'&+ua$ atte"t"

ES N%

/ /;

IN!E ) E!$!I%N:

/ espondents belives that customer get individual attention 5and /; respondent who don>tagree with it (

1


58/74

78 6T!e 5a"< !a( #4erat&"% !#ur( #"'e"&e"t t# a$$ &t( Cu(t#*er(

ES N%,* 1K

IN!E ) E!$!I%N:

,* no of respondent belives that ban9 provides sufficient time to us 5and HK respondent who

don>t agree with me (

1


59/74

78 6T!e Ba"< !a( re$&a5$e 2#*e +e$&'er) (er'& e(

ES N%M; H/

IN!E ) E!$!I%N :

M; no customers belives ban9 has to give reliable home services and H/ are don>t agree with it(

1


60/74

78 6 T!e 5a"< !a( )#ur 5e(t &"tere(t( at &" 4r#'&+&"% @u& < a"+ e,,e t&'e 5a"


61/74

7:H6T!e Ba"< *a&"ta&"( $#"% ter* u(t#*er re$at"(!&4(

ES N%;; */

IN!E ) E!$!I%N:

;; no of customers belives that ban9 maintains long term customer relationship and */ no of

customers who don>t agree with it (

1


62/74

GENENRAL INFORMATION6

786I" =!& ! Ba"< +# )#u !a'e t!e Ba"< A #u"t

ICICI ID.I "S.C R%!$R $ IS/, *H *, */ 1/

IN!E ) E!$!I%N:

/, no of customers belives in icici 5*H customers belives in idbi 5*, customers belives in hsbc5*/

customers belives in 9ota9 na remaining 1/ no of customers belives in aAis ban9 (so highest

customer is 1/ for aAis ban9 (nd lowest customer is */ for 9ota9 ban9 (

1


63/74

7:6D# )#u t!&"< t!at 5a"


64/74

7;6 1!& ! t)4e #, (er'& e +# )#u 4re,er t!e *#(t ,r#* t!e 5a"


65/74

7>61!& ! 5a"< &( *#re (e ure a #r+&"% t# )#u

$ IS .$NR

ICICI .$NR

ID.I .$NR

"D&C .$NR

$ IS ICICI "D&C ID.I/H /, /1 /

1


66/74

Ke) F&"+&"%( ,#r SERV7UAL @ue(t"(

&or ICICI 5$ IS5INDUSIND5R%!$R 3$"IND $ ban95 the gap score for eliabilit' is

minimum followed b' !angibilit'5 $ssurance5 Empath' and esponsiveness(

&or "D&C5 "S.C5 ID.I ban95 the gap score for !angibilit' is minimum followed b'

Empath'5 eliabilit'5 $ssurance5 and esponsiveness(

&or ICICI5 $ IS 5and "D&C ban95 the highest weight is given to !angibilit' followed b'

eliabilit'5 Empath'5 $ssurance and esponsiveness(

$ccording to respondents most secure ban9 is icici than aAis ban9 (

$ccording to respondents for eliabilit'5 the minimum score is for 'es ban95 dcb ban9 5 highest

score for icici ban9 5aAis ban9 and hdfc ban9 (

&or !angibilit'5 the maAimum score is for aAis ban9 and icici ban9 5and minimum score is for

9ota9 3ahindra ban9 (

&or esponsiveness5 the minimum score is for ID.I ban9 than "D&C ban9 (

&or $ssurance5 the maAimum score is for ICICI ban9 5 than $ IS ban95 "D&C ban9(

"D&C5ICICI5$ IS5"S.C ban9s have empath' towards its customers (

1


67/74

CONCLUSION

$!3 is the most preferred service than other services(

!he most common purpose behind opening a ban9 account is saving of mone'(

$ll the sample si@e customers aware about $!3s( $nd onl' few customers are awareabout other facilities li9e !#S5 ECS5 %6!$S and others(

$ll most sample si@e customers are using $!3s and other facilities which are mentionsabove are rarel' used b' them(

$ll most sample si@e customers are using $!3s and other facilities which are mentionsabove are rarel' used b' them(

3ostl' all customers believe that ban9 provides all the services as per their needs(

Effect of ban9ing facilities on 'our life Fout of *++ sample si@eG

*++O believes that ban9s are best for mone' saving(

$ll most FK;OG believes that ban9ing facilities are helpful in saving time of mone'transaction(

; O believes that the' can withdraw the mone' as per their requirement(

/O believes that .an9s are helpful in smooth mone' transactions(

3ost the people are satisfied with all the ban9ing facilities(

$ccount opening decisions are mostl' influenced b' own self(

!he service provide b' the ban9 is the major factor for customers before opening account( $nd

the other factors li9e future prospective5 goodwill5 mar9et situation are less preferable b' the

customers(

1


68/74

RECOMMENDATIONS

ICICI ban9 5$ IS ban9 should shows sincere interest in solving a customer s problem

pertaining to an' dela' in transaction or mista9es done b' users(

9ota9 3ahindra ban9 5 should emphasi@e on improving their services on esponsivenessand $ssurance(

In villages5 the "D&C emplo'ees are not properl' trained and able to guide about the use oftechnolog'(

!he ID.I .$NR should maintain sufficient and eas' to use online ban9ing facilities(

!he emplo'ees must shows willingness to help the customers(

!he emplo'ees must be good in eAplaining the various technological products and serviceswhich the ban9 provides(

!he $!3 facilit' of ICICI is good as compared to $ IS and other ban9 must have tomaintain it(

!he ID.I5"S.C5R%!$R 3$"IND $ .$NR should improve in responsiveness as wellas assurance towards the customers(

!he INDUSIND ban9 should improve in its home deliver' services(

1


69/74

BIBLIOGRAP2Y

6ist of web0sites(

*( www(rbi(org(in/( www(icici(com1( www(idbi(comH( www(hsbc(comM( www(indusind(com,( www(aAis(com

( www('esban9(com

;( www(hdfc(comK( www(mone'control(com*+( www('ahoofinance(com**( www(sebi(com

1
http://www.rbi.org.in/http://www.icici.com/http://www.idbi.com/http://www.hsbc.com/http://www.indusind.com/http://www.axis.com/http://www.yesbank.com/http://www.hdfc.com/http://www.moneycontrol.com/http://www.yahoofinance.com/http://www.sebi.com/http://www.rbi.org.in/http://www.icici.com/http://www.idbi.com/http://www.hsbc.com/http://www.indusind.com/http://www.axis.com/http://www.yesbank.com/http://www.hdfc.com/http://www.moneycontrol.com/http://www.yahoofinance.com/http://www.sebi.com/


70/74

7ue(t""a&re

Cu(t#*er( 4er e4t" a5#ut 4r&'ate 5a"s services;( !he .an9 maintains sufficient and eas' to use %nline

.an9ing facilit'

1


71/74

K( !he .an9 is well equipped with the time saving

technolog' facilit' li9e phone ban9ing and mobile

ban9ing(

*+(Emplo'ees are good in eAplaining the various

technological products and services the .an9 provides(**(Emplo'ees in the ban9 are alwa's willing to help 'ou(

*/(Emplo'ees in the ban9 are never too bus' to respond to 'our

request(

*1(Customers feel safe about their transactions done b'Internet ban9ing5 !#S5 NE&!5 3obile .an9ing etc*H(Emplo'ees are competent and 9nowledgeable*M(!he .an9 maintains good s'stems for its efficient

functioning

*M(!he .an9 maintains good s'stems for its efficient

functioning

*,(!he Customers get individual attention*N(!he ban9 has operating hours convenient to all its

customers(

*;(!he .an9 has reliable "ome deliver' services(*K(!he ban9 has 'our best interests at in providing quic9 and

effective ban9ing services

%ther #eneral Juestions are as below:

Q In which .an9 do 'ou have the .an9 $ccount

1


72/74

Q ?hat is the purpose behind opening the account

Q $re 'ou aware about the following facilities providing b' ban9s

Q $!3sQ !#S5 ECS5 %6!$S5 %!"E S

Q $mong these facilities5 which facilities are 'ou using

Q Do 'ou thin9 that ban9s provide all the t'pes of facilities as per

'our needs

Q Do 'ou thin9 that ban9s are responsible to enhance 'our standardof living

Q ?hat is the effect of ban9ing facilities on 'our life

QX$re 'ou satisfied with all ban9ing facilities

QX?hich t'pe of service do 'ou prefer the most from the ban9s

o $!3 services

o Internet ban9ing

o 3obile ban9ing

o etail ban9ing

Xour $ccount Decisions are influenced b':

o %neself

o 3ar9et research

1


73/74

o &riends


74/74

mr.a final

Documents