Customers Perception on Banking Services.docx

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1

A

Comprehensive research project

On

“Customers Perception on Banking Services. ”

S u b m i tt e dT o :

SMJVCENTENARY

1915 -2015

C K SHAH V!AP"#A$A%A &STT"T' () *A&A+'*'&T, Vadodara.

& PA#TA% )"%)%%*'&T () TH' #'-"#'*'&T

() TH' A$A# )(# TH' '+#'' ()

*AST'# () B"S&'SS A*&ST#AT(&

"nder

+u/arat Tec0no1ogica1 "niversit2

"&'# TH' +"A&C' ()

)acu1t2 +uide:

*s. Savit0a K

Associate Pro3essor Submitted B2

#inka1.P.ar/i

'nro1ment &o:45647475849

*.B.A P#(+#A**'

A33i1iated to +u/arat Tec0no1ogica1 "niversit2

A0medabad

Apri1 84;;



A single flower cannot make a garland or a single star can not make the

beautiful shiny sky at the night, same way a research work can never be

outcome of a single individual’s talent or efforts. It is just like climbing a high

peak, step by step, accompanied with bitterness, hardships, frustration,

encouragement and trust and with so many people’s kind help. When I found

myself at the top enjoying beautiful scenery, I realized that it was, in fact,

teamwork that got me there. hough it will not be enough to e!press my

gratitude in words to all those people who help me, I would still like to give my

heartbound thanks to all these people.

"irst of all, I would like to give my sincere thanks to my guide, Associate

Professor Ms. Savitha K .

hank you is a small word to my #arents, my fianc$ %A&'A(, and my

sister who not only supported me, but also inspired me, during the course of my

study. It was their blessings that gave me courage to face the challenges and

made my path easier.

)ast, but not the at least, I would like to thank *r. +ajesh hajuria ,

*irector of my institution - ..%hah /ijapurwala Institute of 0anagement,

/adodara where I am student.



I, Rinkal Darji , hereb !e"lare #ha# #he re$%r# &%r

'"%($rehen)i*e $r%je"#+ en#i#le! 'C%n)(er $er"e$#i%n %&

ankin. )e"#%r+ i) re)l# ( %/n /%rk an! ( in!eb#e!ne)) #%

%#her /%rk $bli"a#i%n), re&eren"e), i& an, ha*e been !la"kn%/le!.e!

ACE3 VAD4DARA Rinkal Darji



The grand project helps me to understand practical aspects of business

management in a better way, as part of M.B.A program at C !"A"

#$%A&'(A)A*A $+!T$T'T O- MA+AM+T, #A/O/A(A.

0(esearch regarding customers‟ perception on ban1ing services. $ have

selected two ban1s !tate Ban1 of $ndia and Ban1 of Baroda. (esearch is based on

statistical method. $t is the systematic and objective identification, collection, analysis,

dissemination, and use of information for the purpose of customer ‟s satisfaction

level with the !tate Ban1 of $ndia or Ban1 of Baroda.2

To be a student of MBA is a matter of pride because we are in a field, which

helps us to develop from a normal human being into a disciplined, and dedicated

professional. One has to be a good learner to sharpen 1nowledge in the particular field

to achieve and attain the desired goals and heights. $ conducted this survey to 1now what

customers e3pect and perceive with the ban1ing services. To gather this information, $

used 4uestionnaires as the research and data collection tools. The responses were

collected from 56 respondents.

$ had learned a lot during my rand &roject on 0Customers &erception on

Ban1ing !ervices.2 and $ hope this will be helpful to find out the satisfaction or

dissatisfaction level with the ban1ing services.



The commercial ban1ing sector plays an important role in the mobili7ation of

deposits and disbursement of credit to various sectors of the economy. Ban1s

provides various types of services to satisfy the customers to the ma3imum level. The

modern ban1ing industry has brought in greater business diversification. Ban1s are now

entering into investments, underwriting of securities, portfolio management 8 the

$nsurances business. Technology and competition are on the increase in Ban1ing

services, therefore to survive in the mar1et, ban1s try utmost to ensure their customer

are with them.



Tab1e o3 content

C0. &o .escriptions Pg. &o.

; '<ecutive Summar2 7

8 ntroduction to t0e topic 6

= #o1e o3 Socia1 &et>ork ;4

9 +enera1 industr2 overvie> ;8

7 *a/or p1a2ers o3 t0e industr2 8?

#evie> o3 %iterature =;

6 *arketing =.4@)rom Products to Customers to t0e

Human Spirit

=9

? (b/ectives o3 Stud2 9?

5 #esearc0 *et0odo1og2 74

;4 #esearc0 Ana12sis 68

;; #esearc0 )inding 6?

;8 Suggestions #ecommendation ?4

;= Conc1usion ?8

;9 Bib1iograp02 ?9

;7 Anne<ure ?7



ntroduction and statement o3 t0e prob1em

$ have selected the topic 0Customers Perception on Banking Services2.

$n this topic $ tried to cover the e3pectations of the customers on ban1ing

services and against it whatever they perceived from the Ban1s. $n the real the

e3pectations of the customers are very high, but sometimes ban1s are not able to provide

all the services as per their e3pectations due to some limitations or reasons.

Scope and mportance o3 t0e stud2

This study will address the current services provided by the ban1, the

gap between the customer e3pectations, perceptions and the actual state of performance.

The results of the study would be to recogni7e the problems in the system and thus

provide 1ey areas where improvement is re4uired for better performance and success

ratio.

#esearc0 (b/ectives

9:; To find out the level of e3pectation of the customers and the level of perception of

the customers from the services offered by the ban1s.

9<; To investigate whether the ban1s provides the services as per the e3pectation of

the customers.

9=; To evaluate the pattern of the ban1s in providing the services and to e3amine

its effects on the level of customers e3pectations and their perceptions.

9>; -inally to suggest measures for improvement based on the findings of the study.



ata Sources

Primar2 ata:

$t is collected through structured 4uestionnaire by conducting survey.

Secondar2 ata:

$nternet, journals, boo1s, maga7ines

*et0od o3 Ana12sis

The method of analysis followed in the study is descriptive as well as

analytical.

-or analy7ing the data and to arrive at logical conclusions, mathematical tools

li1e

)eighted average method has been used.

The different services provide by the ban1s and customers e3pectation

and perceived have been find out on the basis of data collected from the customers.

#esearc0 .esign

My research is /escriptive in nature as the ban1ing industry is

well? developed in $ndia and lot of research has already been done in this area.



#esearc0 too1

• S'#V-"A% Ana12sis.

!(#@'A* is an instrument for measuring how customers perceive the

4uality of a service. $n the mid?:6s Berry and his colleagues, &arasuraman and

eithaml began to investigate what determines service 4uality and how it is evaluated

by customers. As a result of their study they developed the !(#@'A* instrument

for measuring service 4uality, which initially included :6 service 4uality dimensions,

which were later reduced to the following fiveD tangibles, reliability, responsiveness,

assurance and empathy.

The instrument is based on the idea of the disconfirmation model, in other words on the comparison of customers‟ e3pectations with their e3periences from the

service. 'sually, the five dimensions of the instrument are described through the use of

<6 attributes and 0respondents are as1ed to state 9on a five point scale from 0!trongly

disagree2 to 0!trongly agree2; what they e3pected from the service and how they

perceived the service.2

This instrument has been widely used by researchers, but still, there are some

controversies in its applicability across different service industries. $n some studiesthe five dimensions of the instrument 9determinants; have been found to be unstable

across different types of services. Therefore, the !(#@'A* tool should be applied

very carefully and the set of determinants and attributes used should be adapted to the

specific situation.

%imitations o3 t0e Stud2

(espondents may give biased answers for the re4uired data. !ome of

the respondents did not li1e to respond.

$n my study $ have included =6 customers of each ban1.



HST(# () BA&K&+ & &A

There are three different phases in the history of ban1ing in $ndia.

:; &re?+ationali7ation ra.

<; +ationali7ation !tage.

=; &ost *iberali7ation ra.

; PreD&ationa1iEation 'ra:

$n $ndia the business of ban1ing and credit was practices even in very early

times. The remittance of money through "undies, an indigenous credit instrument, wasvery popular. The hundies were issued by ban1ers 1nown as !hroffs, !ahu1ars, !hahus

or Mahajans in different parts of the country.

The modern type of ban1ing, however, was developed by the Agency "ouses of

Calcutta and Bombay after the establishment of (ule by the ast $ndia Company in

:th and :th centuries.

th

/uring the early part of the :Century, at volume of foreign trade was relatively

small. *ater on as the trade e3panded, the need for ban1s of the uropean type was felt

and the government of the ast $ndia Company too1 interest in having its own ban1.

The government of Bengal too1 the initiative and the first presidency ban1, the Ban1 of

Calcutta 9Ban1 of Bengal; was established in :6. $n :>6, the Ban1 of Bombay and

$+

:>=, the Ban1 of Madras was also set up.

These three ban1s are also 1nown as 0&residency Ban12. The &residency Ban1s

had their branches in important trading centers but mostly lac1ed in uniformity in

their operational policies. $n :, the overnment proposed to amalgamate these three

ban1s in to one so that it could also function as a Central Ban1, but the &residency

Ban1s did not favor the idea. "owever, the conditions obtaining during world war

period 9::>?



::; emphasi7ed the need for a unified ban1ing institution, as a result of which

the



$mperial Ban1 was set up in:<:. The $mperial Ban1 of $ndia acted li1e a Central

ban1 and as a ban1er for other ban1s.

The (B$ 9(eserve Ban1 of $ndia; was established in :=E as the Central Ban1 of

the Country. $n :>, the Ban1ing (egulation act was passed and the (B$ was

nationali7ed and ac4uired e3tensive regulatory powers over the commercial ban1s.

$n :E6, the $ndian Ban1ing system comprised of the (B$, the $mperial Ban1 of

$ndia, Cooperative ban1s, 3change ban1s and $ndian %oint !toc1 ban1s.

8 &ationa1iEation Stages:

After $ndependence, in :E:, the All $ndia (ural Credit survey, committee of

/irection with !hri. A. /. orwala as Chairman recommended amalgamation of the

$mperial Ban1 of $ndia and ten others ban1s into a newly established ban1 called

the !tate Ban1 of $ndia 9!B$;. The overnment of $ndia accepted the

recommendations of

th

the committee and introduced the !tate Ban1 of $ndia bill in the *o1 !abha on:5

th

April

:EE and it was passed by &arliament and got the president‟s assent on

st

May :EE. The

Act came into force on : %uly :EE, and the $mperial Ban1 of $ndia was nationali7ed in

:EE as the !tate Ban1 of $ndia.

The main objective of establishing !B$ by nationali7ing the $mperial Ban1

of $ndia was 0to e3tend ban1ing facilities on a large scale more particularly in the rural

and semi?urban areas and to diverse other public purposes.2

$n :E, the !B$ 9!ubsidiary Ban1; act was proposed and the following

eight state?associated ban1s were ta1en over by the !B$ as its subsidiaries.



+ame of the Ban1 !ubsidiary with effect from

:; !tate Ban1 of "yderabad :st

October :E<; !tate Ban1 of Bi1aner :

st

%anuary :56

=; !tate Ban1 of %aipur : %anuary :56st

>; !tate Ban1 of !aurashtra :st May :56E; !tate Ban1 of &atiala : April :56

st

5; !tate Ban1 of Mysore :

F; !tate Ban1 of $ndore :

March :56%anuary :5

st

; !tate Ban1 of Travancore : %anuary :56

)ith effect from :st %anuary :5=, the !tate Ban1 of Bi1aner and !tate Ban1

of %aipur with head office located at %aipur. Thus, seven subsidiary ban1s !tate

Ban1 of $ndia formed the !B$ roup.

The !B$ roup under statutory obligations was re4uired to open new offices in rural

and semi?urban areas and modern ban1ing was ta1en to these unban1ed remote areas.

On : %uly :5, then the &rime Minister, Mrs. $ndira andhi announced the

nationali7ation of :> major scheduled Commercial Ban1s each having deposits worth (s.

E6 crore and above. This was a turning point in the history of commercial ban1ing in

$ndia.

*ater the overnment +ationali7ed si3 more commercial private sector

ban1s with deposit liability of not less than (s. <66 crores on :E April :6, vi7.

Andhra Ban1

Corporation Ban1

+ew Ban1 in $ndia

Oriental Commercial Ban1 &unjab and !ind Ban1

#ijaya Ban1

$n :5, the *ead Ban1 !cheme was introduced to e3tend ban1ing facilities to

every corner of the country. *ater in :FE, (egional (ural Ban1s were set up to

supplement the activities of the commercial ban1s and to especially meet the credit

needs of the wea1er sections of the rural society.

st

st

th

th



+ationali7at ion of ban1s paved way for retail ban1ing and as a result there

has been an alt round growth in the branch networ1, the deposit mobili7ation, credit

disposals and of course employment.

The first year after nationali7ation witnessed the total growth in the

agricultural loans and the loans made to !!$ by FG and >G respectively. The overall

growth in the deposits and the advances indicates the improvement that has ta1en place

in the ban1ing habits of the people in the rural and semi?urban areas where the branch

networ1 has spread. !uch credit e3pansion enabled the ban1s to achieve the goals of

nationali7ation, it was however, achieved at the coast of profitability of the ban1s.

=; PostD%ibera1iEation 'raDDDT0rust on -ua1it2 and Pro3itabi1it2D

By the beginning of :6, the social ban1ing goals set for the ban1ing

industry made most of the public sector resulted in the presumption that there was no

need to loo1 at the fundamental financial strength of this ban1. Conse4uently they

remained undercapitali7ed. (evamping this structure of the ban1ing industry was of

e3treme importance, as the health of the financial sector in particular and the

economy was a whole would be reflected by its performance.

The need for restructuring the ban1ing industry was felt greater with the

initiation of the real sector reform process in :<. The reforms have enhanced the

opportunities and challenges for the real sector ma1ing them operate in a borderless

global mar1et place. "owever, to harness the benefits of globali7ation, there should be

an efficient financial sector to support the structural reforms ta1ing place in the real

economy. "ence, along with the reforms of the real sector, the ban1ing sector

reformation was also addressed.



Private Sector Banks

&rivate ban1ing in $ndia was practiced since the beginning of ban1ing system

in $ndia. The first private ban1 in $ndia to be set up in &rivate !ector Ban1s in $ndia

was $ndus$nd Ban1. $t is one of the fastest growing Ban1 &rivate !ector Ban1s in $ndia.$/B$ ran1s the tenth largest development ban1 in the world as &rivate Ban1s in $ndia

and has promoted a world class institutions in $ndia.

The first &rivate Ban1 in $ndia to receive an in principle approval from

the (eserve Ban1 of $ndia was "ousing /evelopment -inance Corporation *imited, to

set up a ban1 in the private sector ban1s in $ndia as part of the (B$Hs liberali7ation of the

$ndian Ban1ing $ndustry. $t was incorporated in August :> as "/-C Ban1 *imited

with registered office in Mumbai and commenced operations as !cheduled Commercial

Ban1 in %anuary :E.

$+ #ysya, yet another &rivate Ban1 of $ndia was incorporated in the year :=6.

Bangalore has a pride of place for having the first branch inception in the year

:=>. )ith successive years of patronage and constantly setting new standards in

ban1ing, $+ #ysya Ban1 has many credits to its account.

'ntr2 o3 Private Sector BanksD

There has been a paradigm shift in mindsets both at the overnment level in the

ban1ing industry over the years since +ationali7ation of Ban1s in :5, particularly

during the last decade 9:6?<666;. "aving achieved the objectives of

+ationali7ation, the most important issue before the industry at present is survival and

growth in the environment generated by the economic liberali7ation greater competition

with a view to achieving higher productivity and efficiency in %anuary := for the

entry of &rivate !ector ban1s based on the +ationali7ation Committee report of ::,

which envisaged a larger role for &rivate !ector Ban1s.



The (B$ prescribed a minimum paid up capital of (s. :66 crores for the new

ban1 and the shares are to be listed at stoc1 e3change. Also the new ban1 after being

granted license under the Ban1ing (egulation Act shall be registered as a public limited

company under the companies Act, :E5.

!ubse4uently new commercial ban1s have been granted license to start ban1ing

operations. The new private sector ban1s have been very aggressive in

business e3pansion and is also reporting higher profile levels ta1ing the advantage of

technology and s1illed manpower. $n certain areas, these ban1s have even our

crossed the other group of ban1s including foreign ban1s.

(vervie> o3 BankingD

Ban1ing (egulation Act of $ndia, :> defines Ban1ing as 0accepting, for the

purpose of lending or of investment of deposits of money from the public, repayable on

demand or otherwise or withdrawable by che4ue, draft order or otherwise.2 The (eserve

Ban1 of $ndia Act, :=> and the Ban1ing (egulation Act, :>, govern the ban1ing

operations in $ndia.

Broad C1assi3ication o3 Banks in ndia:

; T0e #BD

The (B$ is the supreme monetary and ban1ing authority in the country and

has the responsibility to control the ban1ing system in the country. $t 1eeps the reserves

of all scheduled ban1s and hence is 1nown as the 0(eserve Ban12.

8 Pub1ic Sector BanksD

!tate Ban1 of $ndia and its Associates 9;

+ationali7ed Ban1s 9:; (egional (ural Ban1s !ponsored by &ublic !ector Ban1s 9:5;

= Private Sector Bank sD

Old eneration &rivate Ban1s 9<<;

-oreign +ew eneration &rivate Ban1s 9;

Ban1s in $ndia 9>6;



9 CoDoperative Sector Banks:

!tate Co?operative Ban1s

Central Co?operative Ban1s &rimary Agricultural Credit !ocieties

*and /evelopment Ban1s

!tate *and /evelopment Ban1s

7 eve1opment BanksD

/evelopment Ban1s mostly provide long term finance for setting up

industries. They also provide short?term finance 9for e3port and import activities;

$ndustrial -inance Co?operation of $ndia 9$-C$;

$ndustrial /evelopment of $ndia 9$/B$;

$ndustrial $nvestment Ban1 of $ndia 9$$B$;

!mall $ndustries /evelopment Ban1 of $ndia 9!$/B$;

+ational Ban1 for Agriculture and (ural /evelopment 9+ABA(/;

3port?$mport Ban1 of $ndia



#o1e o3 Banks:

Ban1s play a positive role in economic development of a country as

repositories of community‟s savings and as purveyors of credit. $ndian Ban1ing has

aided the economic development during the last fifty years in an effective way. The ban1ing sector has shown a remar1able responsiveness to the needs of planned

economy. $t has brought about a considerable progress in its efforts at deposit

mobili7ation and has ta1en a number of measures in the recent past for accelerating

the rate of growth of deposits. As recourse to this, the commercial ban1s opened

branches in urban, semi?urban and rural areas and have introduced a number of

attractive schemes to foster economic development.

The activities of commercial ban1ing have growth in multi?directional ways

as well as multi?dimensional manner. Ban1s have been playing a catalytic role in area

development, bac1ward area development, e3tended assistance to rural development

all along helping agriculture, industry, international trade in a significant manner. $n a

way, commercial ban1s have emerged as 1ey financial agencies for rapid economic

development.

By pooling the savings together, ban1s can ma1e available funds to

speciali7ed institutions which finance different sectors of the economy, needing

capital for various purposes, ris1s and durations. By contributing to government

securities, bonds and debentures of term?lending institutions in the fields of agriculture,

industries and now housing, ban1s are also providing these institutions with an access to

the common pool of savings mobili7ed by them, to that e3tent relieving them of the

responsibility of directly approaching the saver. This intermediation role of ban1s is

particularly important in the early stages of economic development and financial

specification. A country li1e $ndia, with different regions at different stages of

development, presents an interesting spectrum of the evolving role of ban1s, in the

matter of inter?mediation and beyond.



Commercial ban1s provide short?term and medium?term financial assistance. The

short?term credit facilities are granted for wor1ing capital re4uirements. The medium?

term loans are for the ac4uisition of land, construction of factory premises and

purchase of machinery and e4uipment. These loans are generally granted for periods

ranging from five to seven years. They also establish letters of credit on behalf

of their clients favouring suppliers of raw materialsImachinery 9both $ndian and

foreign; which e3tend the ban1er ‟s assurance for payment and thus help their delivery.

Certain transaction, particularly those in contracts of sale of overnment

/epartments, may re4uire guarantees being issued in lieu of security earnest money

deposits for release of advance money, supply of raw materials for processing, full

payment of bills on the assurance of the performance etc. Commercial ban1s issue such

guarantees also.



P#("CTS A& S'#VC'S ())'#' B BA&KS

Broad Classification of &roducts in a ban1D

(etail Ban1ing

Trade -inance Treasury Operations

(etail Ban1ing and Trade finance operations are conducted at the branch level

while the wholesale ban1ing operations, which cover treasury operations, are at the

hand office or a designated branch.

#etai1 Banking:

o /epositso *oans, Cash Credit and Overdraft

o

+egotiating for *oans and advanceso (emittances

o Boo1?eeping 9maintaining all accounting records;

o (eceiving all 1inds of bonds valuable for safe 1eeping

Trade )inance:

o $ssuing and confirming of letter of credito /rawing, accepting, discounting, buying, selling, collecting of bills of

e3change, promissory notes, drafts, bill of lading and other securities

Treasur2 (perations:

o Buying and selling of bulliono -oreign e3change Ac4uiring, holding, underwriting and dealing in shares,

debentures, etc.

o &urchasing and selling of bonds and securities on behalf o f constituents.

The ban1s can also act as an agent of the overnment or local authority.

They insure, guarantee, underwrite, participate in managing and carrying out issue of

shares, debentures, etc.

Apart from the above?mentioned functions of the ban1, the ban1 provides a

whole lot of other services li1e investment counseling for individuals, short?term funds

management and portfolio management for individuals and companies. $t underta1es the

inward and outward remittances with reference to foreign e3change and collection of

varied types for the overnment.



Common Banking Products Avai1ab1e:

!ome of common available ban1ing products are e3plained belowD

:; Credit CardD

Credit Card is 0post paid2 or 0pay later2 card that draws from a credit

line? money made available by the card issuer 9ban1; and gives one a grace period

to pay. $f the amount is not paid full by the end of the period, one is charged interest.

A credit card is nothing but a very small card containing a means of

identification, such as a signature and a small photo. $t authori7es the holder

to change goods or services to his account, on which he is billed. The ban1 receives

the bills from the merchants and pays on behalf of the card holder.

These bills are assembled in the ban1 and the amount is paid to the ban1

by the card holder totally or by installments. The ban1 charges the customer a small

amount for these services. The card holder need not have to carry moneyIcash

with him when he travels or goes for purchasing.

Credit cards have found wide spread acceptance in the Jmetros‟ and big

cities. Credit cards are joining popularity for online payments. The major players in

the Credit Card mar1et are the foreign ban1s and some big public sector ban1s li1e

!B$ and Ban1 of Baroda. $ndia at present has about = million credit cards in

circulation.

<; ebit CardsD

/ebit Card is a 0prepaid2 or 0pay now2 card with some stored value.

/ebit Cards 4uic1ly debit or subtract money from one‟s savings account, or if

one were ta1ing out cash.

very time a person uses the card, the merchant who in turn can get the

money transferred to his account from the ban1 of the buyers, by debiting an

e3act amount of purchase from the card. To get a debit card along with a &ersonal

$dentification +umber 9&$+;.



The major limitation of /ebit Card is that currently only some =666?>666

shops country wide accepts it. Also, a person canKt operate it in case

the telephonelines are down.



=; Automatic Te11er *ac0ineD

The introduction of ATM‟s has given the customers the facility of round the

cloc1 ban1ing. The ATM‟s are used by ban1s for ma1ing the customers dealing

easier. ATM card is a device that allows customer who has an ATM card to performroutine ban1ing transaction at any time without interacting with human teller. $t

provides e3change services. This service helps the customer to withdraw money

even when the ban1s ate closed. This can be done by inserting the card in the ATM

and entering the &ersonal $dentification +umber and secret &assword.

ATM‟s are currently becoming popular in $ndia that enables the customer to

withdraw their money <> hours a day and =5E days. $t provides the customers

with the ability to withdraw or deposit funds, chec1 account balances, transfer funds

and chec1 statement information. The advantages of ATM‟s are many.

To transfer money to and from accounts.

To view account information.

To order cash.

To receive cash.

Advantages o3 AT*FsD

• To the Customers

o ATM‟s provide <> hrs., F days and =5E days a year serviceo !ervice is 4uic1 and efficient

o &rivacy in transaction

o )ider fle3ibility in place and time of withdrawals.

o The transaction is completely secure L you need to 1ey in &ersonal

$dentification +umber 9'ni4ue number for every customer;.

• To Banks

o Alternative to e3tend ban1ing hours.o Crowding at ban1 counters considerably reduced.

o Alternative to new branches and to reduce operating e3penses.

o (elieves ban1 employees to focus an more analytical and innovative wor1.

o $ncreased mar1et penetration.



ATM‟s can be installed anywhere li1e Airports, (ailway !tations, &etrol &umps,

Big Business arcades, mar1ets, etc. "ence, it gives easy access to the customers, for

obtaining cash.

The ATM services provided first by the foreign ban1s li1e Citiban1, rind

lays ban1 and now by many private and public sector ban1s in $ndia li1e $C$C$ Ban1,

"/-C Ban1, !B$, 'T$ Ban1 etc.

>; 'DC0eGuesD

The e?che4ues consists five primary facts. They are the consumers, the

merchant, consumer ‟s ban1 the merchant‟s ban1 and the e?mint and the clearing

process. This che4uering system uses the networ1 services to issue and process

payment that emulates real world che4ueing. The payer issue a digital che4ues to the

payee ant the entire transactions are done through internet. lectronic version of

che4ues are issued, received and processed. A typical electronic che4ue transaction

ta1es place in the following mannerD

The customer accesses the merchant server and the merchant server presents

its goods to the customer.

The consumer selects the goods and purchases them by sending an e?che4ueto the merchant.

The merchant validates the e?che4ue with its ban1 for payment authori7ation.

The merchant electronically forwards the e?che4ue to its ban1.

The merchant‟s ban1 forwards the e?che4ue to the clearing house for cashing.

The clearing house jointly wor1s with the consumer ‟s ban1 clears the che4ue

and transfers the money to the merchant‟s ban1s.

The merchant‟s ban1 updates the merchant‟s account.

The consumer ‟s ban1 updates the consumer ‟s account with the withdrawal

information.



The e?che4ueing is a great boon to big corporate as well as small retailers. Most

major ban1s accept e?che4ues. Thus this system offers secure means of collecting

payments, transferring value and managing cash flows.

7 '1ectronic )unds Trans3er @')TD

Many modern ban1s have computeri7ed their che4ue handling process with

computer networ1s and other electronic e4uipments. These ban1s are dispensing

with the use of paper che4ues. The system called electronic fund transfer 9-T;

automatically transfers money from one account to another. This system

facilitates speedier transfer of funds electronically from any branch to any other

branch. $n this system the sender and the receiver of funds may be located in

different cities and may even ban1 with different ban1s. -unds transfer within the

same city is also permitted. The scheme has been in operation since -ebruary F,

:5, in $ndia.

The other important type of facility in the -T system is automated clearing

houses. These are the computer centers that handle the bills meant for deposits

and the bills meant for payment. $n big companies pay is not disbursed by issued

che4ues or issuing cash. The payment office directs the computer to credit an

employee‟s account with the person‟s pay.

5; Te1e banking:

Tele ban1ing refers to ban1ing on phone services.. a customer can access

information about hisIher account through a telephone call and by giving the coded

&ersonal $dentification +umber 9&$+; to the ban1. Teleban1ing is e3tensively

user friendly and effective in nature.

To get a particular wor1 done through the ban1, the users may leave his

instructions in the form of message with ban1.

-acility to stop payment on re4uest



One can easily 1now about the che4ue status



$nformation on the current interest rates

$nformation with regard to foreign e3change rates

(e4uest for a // or pay order

/?Mat Account related services

And other similar services

F; *obi1e Banking:

A new revolution in the realm of e?ban1ing is the emergence of mobile ban1ing.

On?line ban1ing is now moving to the mobile world, giving everybody with a

mobile phone access to real?time ban1ing services, regardless of their location. But

there is much more to mobile ban1ing from just on?lie ban1ing. $t provides a new

way to pic1 up information and interact with the ban1s to carry out the relevant

ban1ing business. The potential of mobile ban1ing is limitless and is e3pected to be

a big success. Boo1ing and paying for travel and even tic1ets is also e3pected to be a

growth area.

According to this system, customer can access account details on mobile using

the !hort Messaging !ystem 9!M!; technology5 where select data is pushed to

the mobile device. The wireless application protocol 9)A&; technology, which

will allow user to surf the net on their mobiles to access anything and everything.

This is a very fle3ible way of transacting ban1ing business.

Already $C$C$ and "/-C ban1s have tied up cellular service provides such

as Airtel, Orange, !1y Cell, etc. in /elhi and Mumbai to offer these mobile ban1ing

services to their customers.

; nternet Banking:

$nternet ban1ing involves use of internet for delivery of ban1ing products and

services. )ith internet ban1ing is now no longer confirmed to the branches where

one has to approach the branch in person, to withdraw cash or deposits a

che4ue or re4uest a statement of accounts. $n internet ban1ing, any in4uiry or

transaction is processed online without any reference to the branch 9anywhere

ban1ing; at any time.



The $nternet Ban1ing now is more of a normal rather than an e3ception due

to the fact that it is the cheapest way of providing ban1ing services. As indicated

by Mcinsey @uarterly research, presently traditional ban1ing costs the ban1s,

more than a dollar per person, ATM ban1ing costs <F cents and internet

ban1ing costs below > cents appro3imately. $C$C$ ban1 was the first one to offer

$nternet Ban1ing in $ndia.

Benefits of $nternet Ban1ingD

(educe the transaction costs of offering several ban1ing services and

diminishes the need for longer numbers of e3pensive bric1 and mortar branchesand staff.

$ncrease convenience for customers, since they can conduct many ban1ingtransaction <> hours a day. $ncrease customer loyalty.

$mprove customer access.

Attract new customers.

asy online application for all accounts, including personal loans and mortgages

; ematD

/emat is short for de?materialisation of shares. $n short, /emat is a process

where at the customer ‟s re4uest the physical stoc1 is converted into electronic

entries in the depository system.

$n %anuary : !B$ 9!ecurities and 3change Board of $ndia; initiated

/MAT ACCO'+TA+C !ystem to regulate and to improve stoc1 investing.

As on date, to trade on shares it has become compulsory to have a share demat

account and all trades ta1e place through demat.



BA&K&+ S'#VC'S

Ban1ing covers so many services that it is difficult to define it. "owever,

these basic services have always been recogni7ed as the hallmar1 of the genuine ban1er

which are as follow

• The receipt of the customer ‟s deposits

• The collection of his che4ues drawn on other ban1s

• The payment of the customer ‟s che4ues drawn on himself

There are other various types of ban1ing services li1eD

:; Advances L Overdraft, Cash Credit, etc.<; /eposits L !aving Account, Current Account, etc.

=; -inancial !ervices L Bill discounting etc.>; -oreign !ervices L &roviding foreign currency, travelers che4ues, etc.

E; Money Transmission L -unds transfer etc.5; !avings L -i3ed deposits, etc.

F; !avings L -i3ed deposits, etc.; !tatusL /ebit Cards, Credit Cards, etc

Customer Services in Commercia1 BanksD

Customer service is the service provided in support of a ban1 ‟s core products.

Customer service often includes answering 4uestionsN handling complaints.

Customer service can occur on site 9as when an onstage employee helps a customer

or answers a 4uestion; or it can occur over the phone or the $nternet. @uality

customer service is essential to building cordial customer relat ionship.

Ban1ing being a service industry, a lot depends on efficient and prompt customer

service. Customer service is the most important duty of the ban1ing operations.

&rompt and efficient service with smile will develop good public relations reduce

complaints and increase business. )hy is Customer !ervice $mportant

Changing customer e3pectationsD Today the customer is more demanding

and more sophisticated than he or she was thirty years ago.



The increased importance of customer serviceD )ith changing customer

e3pectations, competitors are seeing customer service as a competitive weapon

with which they differentiate their products and services.

The need for a relationship strategyD To ensure that a customer service

strategy that will create a value preposition for customers should be formulated

implemented and controlled. $t is necessary to give it a central role and not one that

is subsumed in the various elements of the mar1eting mi3.

The customer is the 1ingpin in growth organi7ations li1e commercial ban1s.

Only those institutions which wor1 according to his dictates will flourish. @uality,

Consistency and /urability at low price are the final e3pectations of a customer.

@uality will have to be unambiguous, of world class 4uality. @uality cannot be of

minimum acceptable standards. Customer responsiveness must be 4uic1 and also

competent. !peed, performance and cost will be the new values 0mantra2 for success.

The ten 1ey areas of customer ‟s services to be attended timely and regularly areD

i. !ubmission of statement of AICs to

customers ii. 'pdating of savings pass boo1siii. Teller system efficiencyiv. Cleanliness and 'p1eep of premises

v. $ntermediate Credit for institution che4uesIland billsvi. Advance intimation to customers for rewards of Term /eposits (eceipts

on maturityvii. Advance for /ebitIcredit to accounts

viii. &unctuality of staff



P'ST A&A%SS

P(%TCA% %'+A% '&V#(*'&T

overnment and (B$ policies affect the ban1ing sector. !ometimes loo1ing into

the political advantage of a particular party, the overnment declares some measures to

their benefits li1e waiver of short?term agricultural loans, to attract the farmer ‟s votes.

By doing so the profits of the ban1 get affected. #arious ban1s in the cooperative sector

are open and run by the politicians. They e3ploit these ban1s for their benefits.

!ometimes the government appoints various chairmen of the ban1s. #arious policies are

framed by the (B$ loo1ing at the present situation of the country for better control over

the ban1s.

'C(&(*CA% '&V#(*'&T

Ban1ing is as old as authentic history and the modern commercial ban1ing

are traceable to ancient times. $n $ndia, ban1ing has e3isted in one form or the other

from time to time. The present era in ban1ing may be ta1en to have commenced with

establishment of ban1 of Bengal in :6 under the government charter and with

government participation in share capital. Allahabad ban1 was started in the year

:5E and &unjab national ban1 in :E, and thus, others followed.

very year (B$ declares its 5 monthly policy and accordingly the various

measures and rates are implemented which has an impact on the ban1ing sector. Also the

'nion budget affects the ban1ing sector to boost the economy by giving certain

concessions or facilities. $f in the Budget savings are encouraged, then more deposits

will be attracted towards the ban1s and in turn they can lend more money to the

agricultural sector and industrial sector, therefore, booming the economy. $f the

-/$ limits are rela3ed, then more -/$ are brought in $ndia through ban1ing channels.



S(CA% '&V#(*'&T

Before nationali7ation of the ban1s, their control was in the hands of the private

parties and only big business houses and the effluent sections of the society were

getting benefits of ban1ing in $ndia. $n :5 government nationali7ed :> ban1s. To

adopt the social development in the ban1ing sector it was necessary for speedy

economic progress, consistent with social justice, in democratic political system, which

is free from domination of law, and in which opportunities are open to all.

Accordingly, 1eeping in mind both the national and social objectives, ban1ers were

given direction to help economically wea1er section of the society and also provide

need?based finance to all the sectors of the economy with fle3ible and liberal attitude.

+ow the ban1s provide various types of loans to farmers, wor1ing women,

professionals, and traders. They also provide education loan to the students and housing

loans, consumer loans, etc.

Ban1s having big clients or big companies have to provide services li1e

personali7ed ban1ing to their clients because these customers do not believe in running

about and waiting in 4ueues for getting their wor1 done. The ban1ers also have to

provide these customers with special provisions and at times with benefits li1e food and

parties. But the ban1s do not mind incurring these costs because of the 1ind of

business these clients bring for the ban1.

T'CH&(%(+CA% '&V#(*'&T

Technology plays a very important role in ban1Ks internal control mechanisms

as well as services offered by them. $t has in fact given new dimensions to the ban1s as

well as services that they cater to and the ban1s are enthusiastically adopting

new technological innovations for devising new products and service.



The latest developments in terms of technology in computer and

telecommunication have encouraged the ban1ers to change the concept of branch

ban1ing to anywhere ban1ing. The use of ATM and $nternet ban1ing has allowed

Janytime, anywhere is ban1ing‟ facilities. Automatic voice recorders now answer

simple 4ueries, currency accounting machines ma1es the job easier and self?service

counters are now encouraged. Credit card facility has encouraged an era of cashless

society. Today MasterCard and #isa card are the two most popular cards used world

over. The ban1s have now started issuing smartcards or debit cards to be used for

ma1ing

payments. These are also called as electronic purse. !ome of the ban1s have also started

home ban1ing through telecommunication facilities and computer technology by

using terminals installed at customers home and they can ma1e the balance in4uiry, get

the statement of accounts, give instructions for fund transfers, etc. Through C! we can

receive the dividends and interest directly to our account avoiding the delay or chance

of loosing the post.

Today ban1s are also using !M! and $nternet as major tool of promotions

and giving great utility to its customers. -or e3ample !M! functions through simple te3t

messages sent from your mobile. The messages are then recogni7ed by the ban1

to provide you with the re4uired information. All these technological changes have

forced the ban1ers to adopt customer?based approach instead of product?based approach.



Review of literature

Currently, technological changes are causing ban1s to rethin1 their strategies for

services offered to both commercial and individual customers. Moreover, ban1s

that e3cel in 4uality service can have a distinct mar1eting edge since improved levels of

service 4uality are related to higher revenues, increased cross?sell ratios and higher

customer retention 9Bennett and "iggins, :=;, and e3panded mar1et share 9Bowen and

"edges, :=;. Moreover, the ban1s understand that customers will be loyal if they

can produce greater value than competitors.

$t is indeed true that delivery of high?service 4uality to customers offers firms an

opportunity to differentiate themselves in competitive mar1ets 9aratepe et al., <66E;.$ncontrast, high 4uality of service leads to customer satisfaction and loyalty and greater

willingness to suggest and or recommend to someone else, reduction in customer

complaints, and improved customer retention rates to a great e3tent 9 Bitner, :6N

"eadley and Miller, :=N eithaml et al., :5N /anaher, :F;. $n recent years,

The financial sector has developed rapidly interims of si7e, structure and the variety of

consumer and business?to?business products and services around the world in general

and gulf region, in particular. $n addition, many retail ban1s face huge challenges such

as technological advancement, competitive products, and services and thus, in order to

survive and compete effectively, ban1s must recogni7e the customer perceptions of

the service 4uality, academicians and practitioners have given more attention to this

area as it assumed that service 4uality is a critical measure of firm performance

9*asser et al.,

<666N avas and asin, <66:N Bic1 et al., <66>N And (eassen and Olsen, <66 and *iang

et al., <66;. "owever, service 4uality is abstract and elusive and lac1s objective

measures9aratepe et al., <66E;. Therefore, in order to identify the firms‟ strengths

andIor wea1nesses, customer perceptions of service 4uality as a basic instrument.

Therefore, the objective of the paper is to test a service 4uality instrument by using

retail ban1ing services in emerging countries.



$ndeed,9 (eassen and Olsen, <66 and *iang et al., <66; researchers argue

that high levels of customer satisfaction lead to customer retention, especially in

mar1ets that are highly competitive and saturated, such as financial services. Moreover

in the present competitive ban1ing environment, most of the ban1s offer the same or

similar products around the world and service 4uality is a vital means to differentiate

them selves in the mar1et place. ,The curare search contribute toward understanding the

relationship among customer services, customer satisfaction, and customer perception

argue that high levels of customer satisfaction lead to customer retention, especially in

mar1ets that are highly competitive and saturated, such as financial services Moreover,

in the present competitive ban1ing environment, most of the ban1s offer the same or

similar products around the world and service 4uality is a vital means to differentiate

themselves in the mar1et place.



STATE BANK OFINDIA

Histor2 o3 State Bank o3 ndia

The evolution of !tate Ban1 of $ndia can be traced bac1 to the first decade of the

:th century. $t began with the establishment of the Ban1 of Calcutta in Calcutta, on

<

%une :65. The ban1 was redesigned as the Ban1 of Bengal, three years later, on

<

%anuary :6. $t was the first ever joint?stoc1 ban1 of the British $ndia, established

under the sponsorship of the overnment of Bengal. !ubse4uently, the Ban1 of Bombay

9established on :E April :>6; and the Ban1 of Madras 9established on : %uly :>=;

followed the Ban1 of Bengal. These three ban1s dominated the modern ban1ing

scenario in $ndia, until when they were amalgamated to form the $mperial Ban1 of

$ndia, on <F

%anuary :<:.

An important turning point in the history of !tate Ban1 of $ndia is the launch of

the first -ive ear &lan of independent $ndia, in :E:. The &lan aimed at serving the

$ndian economy in general and the rural sector of the country, in particular. 'ntil the



&lan, the commercial ban1s of the country, including the $mperial Ban1 of $ndia,

confined their services to the urban sector.



Moreover, they were not e4uipped to respond to the growing needs of the

economic revival ta1ing shape in the rural areas of the country. Therefore, in order

to serve the economy as a whole and rural sector in particular, the All $ndia (ural

Credit !urvey Committee recommended the formation of a state partnered 8 state

sponsored ban1.

The !tate Ban1 of $ndia emerged as a pacesetter, with its operations carried out

by the >6 offices comprising branches, sub offices and three *ocal "ead Offices,

inherited from the $mperial Ban1. $nstead of serving as mere repositories of the

communityHs savings and lending to creditworthy parties, the !tate Ban1 of $ndia

catered to the needs of the customers, by ban1ing purposefully. The ban1 served the

heterogeneous financial needs of the planned economic development.

Branc0es

The corporate center of !B$ is located in Mumbai. $n order to cater to

different functions, there are several other establishments in and outside Mumbai, apart

from the corporate center. The ban1 boasts of having as many as :> local head

offices and EF

onal Offices, located at major cities throughout $ndia. $t is recorded that !B$ hasabout

:6666 branches, well networ1ed to cater to its customers throughout

$ndia.

AT* Services

!B$ provides easy access to money to its customers through more than E66ATMs in $ndia. The Ban1 also facilitates the free transaction of money at the ATMs

of !tate Ban1 roup, which includes the ATMs of !tate Ban1 of $ndia as well as the

Associate Ban1s L !tate Ban1 of Bi1aner 8 %aipur, !tate Ban1 of "yderabad, !tate

Ban1 of $ndore, etc. ou may also transact money through !B$ Commercial and

$nternational Ban1 *td by using the !tate Ban1 ATM?cum?/ebit 9Cash &lus; card.



Subsidiaries

The !tate Ban1 roup includes a networ1 of eight ban1ing subsidiaries

and several non?ban1ing subsidiaries. Through the establishments, it offers various

services including merchant ban1ing services, fund management, factoring services,

primary dealership in government securities, credit cards and insurance.

T0e eig0t banking subsidiaries are

• !tate Ban1 of Bi1aner and %aipur 9!BB%;

• !tate Ban1 of "yderabad 9!B";

• !tate Ban1 of $ndia 9!B$;

• !tate Ban1 of $ndore 9!B$(;

• !tate Ban1 of Mysore 9!BM;• !tate Ban1 of &atiala 9!B&;• !tate Ban1 of !aurashtra 9!B!;

• !tate Ban1 of Travancore 9!BT;

Products and Services

State Bank o3 ndia offers a wide range of services in the &ersonal Ban1ing

!egment which are inde3ed here

e?tradePsbi

!B$ #$!")A AT(A -O($+ T(A#* CA(/

&A (O** CA(/!

ATM !(#$C!

$-T CA(/!

$-T C"@'!

$+T(+T BA+$+

-O($+ $+)A(/ (M$TTA+C

*OC(



(n1ine Trading

!B$‟s value proposition is based on "nmatc0ed '<pertise, StateD(3D

Art Tec0no1og2 And (perationa1 'ase that will redefine the way $ndia trades. !tate

Ban1 of $ndia in alliance with !B$ Cap !ecurities *imited and Motilal Oswal!ecurities *imited offers an online trading account which will let you trade from the

comfort of your home or office either through the internet. This service provides you

with a =?in: account which is an integrated platform of savings ban1 aIc, demat aIc

and an online trading aIc to give you a convenient and paper free trading e3perience

under one roof.

eI DPa2 Card

&ayment of salaries to employees who will be re4uired to wor1 at different

locations is generally a difficult proposition for mployers as a single Ban1ing

arrangement can not be made for all employees. The !B$ e?&ay card , a prepaid

plastic card issued in $ndian (upees in association with #$!A international, is the right

solution in such cases. &eriodical payments li1e salary, payment of TAI MedicalI

incentives etc. can be loaded on to the card from a single point and the funds are

available to the employees immediately.

The !B$ e?&ay card is a &re?paid ATM?cum?/ebit card usable at all #$!A?enabled

ATMs through &$+ and at Merchant establishmentsI &oint of !ale through

&$+I !ignature, in $ndia, +epal 8 Bhutan. The cardholder need not visit any

Branch to withdraw his money. Balance en4uiry can be made either through ATM or

through $nternet free of charge.

*obi1e banking services

Away from home, bills can be paid or money sent to the loved ones or balance

en4uiries done anytime <>3FQQQ That is what !B$ -reedom offers ?convenience,

simple, secure, anytime and anywhere ban1ing.



The service is presently available on java enabled mobile phones over !M!I &(!I

)A& as also non java phones with &(! connection. The service can be availed over

the free &(! facilities offered by various mobile service providers.

AT* Services

!tate Ban1 offers convenience of over 666 ATMs in $ndia, the largest networ1

in the country and continuing to e3pand fastQ This means that you can transact free of

cost at the ATMs of !tate Ban1 roup 9This includes the ATMs of !tate Ban1 of $ndia

as well as the Associate Ban1s L namely, !tate Ban1 of Bi1aner 8 %aipur, !tate Ban1 of

"yderabad, !tate Ban1 of $ndore, !tate Ban1 of Mysore, !tate Ban1 of &atiala,

!tate Ban1 of !aurashtra, and !tate Ban1 of Travancore; and wholly owned subsidiary

vi7. !B$ Commercial and $nternational Ban1 *td., using the !tate Ban1 ATM?cum?

/ebit 9Cash &lus; card.

+i3t Cards

&resenting ifts to mployees is an integral and uni4ue culture in $ndia.

Traditionally, gifts have been given to employees in the form of cash or 1ind. )ith the

advancement of Ban1ing, ift Che4ue were introduced, allowing the employees touse the money according to their wishes. These che4ues, however, are accepted at the

issuing ban1 branches only. The !B$ ift Card, issued in association with #$!A

$nternational, is one such product which gives the comfort of convenience and wide

acceptability.

ift Card is a &re?paid &lastic Card supported by Magnetic?strip based technology. $t

is usable at all #$!A enabled Merchant stablishments and &O! by signatureI &$+. $t is

a perfect substitute for ift #ouchers sold by many retail houses as its use is not

restricted to any particular Merchant stablishmentI &oint of !ale.

Sbi uva Card



!B$ uva Card is an $nternational /ebit Card on #$!A platform, e3clusively

designed for vibrant youth of $ndia between :?=6 years of Age. The card can be used

at



ATMs for cash withdrawal at all ATMs under bilateral arrangement. $t can be used for

dining, shopping and traveling at &O!IMs. This Card is available in all our

branches free of cost. ou can not only draw cash at ATM but also swipe it for. This

card is &$+ based on ATM and signature based at &O!IMs. This card can J be used for

e?commerce i.e. for shopping through internet by using #b# 9#erified by #$!A;

certified internet websites.

nternet banking

!imple, fast and convenient ? anytime ?anywhere ? always open. ou can now chec1

your account balances, view your account, re4uest for che4ue boo1, drafts, Ban1ers

che4ues, stop che4ue payment and issue standing instructions. ou can also

transfer funds to your other accounts at the Branch, re4uest for third party transfers,

invest and renew Term /eposits.

#B')T

$nter?ban1 lectronic -unds Transfer facility of the (eserve Ban1 of $ndia 9(B$

? -T; is available with our branches in the clearing 7one of !ervice Branches at

ol1ata, Mumbai ,+ew /elhi and Chennai.

$0atJs &e>K

? & a y m e n t o f M ot o r # e h ic le T a 3 e s 8 - e e s o f ) e s t B e n g a l o v t.

! B $ - 3 T r a d e D C u rr e n c y - u t u r e T r a d in g

# ie w ing o f T a 3 C r e d it ! t a t e m e n t 9 - o r m <5 A !; .

& a y m e n t o f H + a t io n a l & e r m it H f e e

( e 4u e s t f o r a if t C a r d o n li n e .

Op e n T e r m d e p o s it acc o u n t s o n li ne a n d g e t e ?T / ( Ie ? ! T /( r ece ip t s in s t a n t ly . A c c e s s y o ur p e n s io n s li p t h r o ugh e n 4 u ir y m e n u. n 4 u ir e a b o ut t a 3 d e du c t e d o n t h e in t e r e s t ea r n e d by y o ur d e p o s it s .

Onl ine + ( $ e ? t r a de = in : acc o u n t in t r o du ce d.

T r a n s f e r f u n d s to a ny B a n 1 f r o m y o ur ! B $ A cc o u n t u s in g ( T ! I + - T - a c ilit y .

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Va1ue Added Services

Onl ine f e e c o ll ec t io n f a c ilit y f o r ! t a f f ! e lec t io n C o m m iss io n 9!! C ; a n d 'n io n

& ubl ic ! e r v ic e C o m m iss io n 9 '& ! C ; .

/ is c o v e r a ! im p le , ! ec u r e a n d C o n v e n ie n t w a y to p a y a ll y o ur ' t ilit y B ills a t

Onl ine ! B $ .

e ? ( a il r e s e r v a t io n s e r v ic e u s ing ! B $ acc o u n t s .

M u t u a l - u n ds inv e s t m e n t s h a n d le d w it h ! B $ acc o un t s .

! B $ e ?T a 3 D On line p a y m e n t f a c il it y f o r r e t a il u s e r s a n d c o r po r a t e .

#$! A Mo ne y T r a ns fer .

Personal Banking

A cc o u n t ! t a t e m e n t

- u n ds T r a n s f e r

/ e m a t A cc o u n t ! t a t e m e n t

B ill & a y m e n t

C h e 4ue B oo 1 ( e 4u e s t

T /! n 4 u ir y

https://www.onlinesbi.com/upsc_ssc.html




https://www.onlinesbi.com/billpayment.html




https://www.onlinesbi.com/onlinerailwaytickets.html

http://www.sbimf.com/

https://www.onlinesbi.com/tax_retail.html

https://www.onlinesbi.com/visa.html

https://www.onlinesbi.com/accountstatement.html

https://www.onlinesbi.com/osbi_fundtran_faq.html

https://www.onlinesbi.com/dmtaccstmt.html


https://www.onlinesbi.com/osbi_chequ_req_faq.html






https://www.onlinesbi.com/onlinerailwaytickets.html

http://www.sbimf.com/

https://www.onlinesbi.com/tax_retail.html

https://www.onlinesbi.com/visa.html

https://www.onlinesbi.com/accountstatement.html

https://www.onlinesbi.com/osbi_fundtran_faq.html

https://www.onlinesbi.com/dmtaccstmt.html


https://www.onlinesbi.com/osbi_chequ_req_faq.html




BA&K () BA#(A

Histor2 o3 Bank o3 Baroda

&rior to independence from the British (ule, the ancient $ndia was ruled by

princely states, scattered over the width and breadth of the large $ndian nation. The

Maharajas of the inner !tates of colonial $ndia contributed to the welfare of their

respective regions as well as the $ndian nation as a whole. Their vision and foresight in

founding various financial, charitable, social and philanthropic organi7ations during

their time is still cherished by any one going into the history of modern $ndia and its

achievements in every wal1 of life.

The Maharaja of Baroda, a princely state of British $ndia, by name !ir

!ayyajirao ae1wad $$$, had the same vision in establishing a ban1 for servicing the

public at large and the citi7ens of Baroda !tate, a uajarati population in part icular. On

<6th %uly :6, Ban1 of Baroda was established under the rules of Companies Act :F,

in a small building at Baroda, by the Maharaja with a paid up capital of (s.:6 la1hs. The

guidelines set by the Maharaja for the ban1 was to serve the people of the !tate of

Baroda as well as the neighboring regions with money lending, saving, transmission

and encouraging the development of arts, science, commerce and trade for the people.



The success story of the Ban1 of Baroda is studded with many a leaps and

strides it made in the $nternational presence, apart from establishing branches all over

the $ndian nation, by ac4uisition of already popular ban1ing entities, as also

commencing new commercial ban1ing establishments, in the uni4ue uajarati style.

/uring the years of

:6 to <66F 9and the century year being round the corner; Ban1 of Baroda ‟s

growth owes to the e3cellence in rendering financial products and services to the

national and international population. Countries beginning from America to

ambia, in the alphabetical order have been enjoying the services of Ban1 of Baroda

as of today.

A brief statistics will reveal the magnitude of growth Ban1 of $ndia has achievedtoday D fifth largest ban1 in $ndiaN total assets over :,F,666 croresN number of

offices and branches <66N more than :666 ATMs, notwithstanding affiliates,

subsidiaries and delivery channels all over the world.

Missionstatement

To be a top ran1ing +ational Ban1 of $nternational !tandards committed to

augmenting sta1e holdersH value through concern, care and competence.

Ban1 of Baroda believes in the strength and integrity of relationships built with

its customers li1e you. )ith over :6< years of e3perience in the ban1ing industry and a

wide networ1 of over ==7 b r a n c 0 e s all over the country, we have always been

active in e3tending financial support and adapting to your changing needs.

BOBKs / e p o s it & r o du c t s, ( e t a il * o a n s , C r e d it C a r ds and / e b it C a r ds help

customers with growing financial needs. )ith facilities li1e * o c 1 e r s it ensures that

customers‟ valuables are safe with BOB.

BOBJs countrywide branches offer convenience and ease in operating account

wherever the customer is. $t‟s <>?hour ATMs enable customer to withdraw cash, chec1

account balance and re4uest for a new che4ue boo1 even after ban1ing hours.

http://www.bankofbaroda.com/branchlocator.asp

http://www.bankofbaroda.com/pfs/deposits.asp

http://www.bankofbaroda.com/pfs/retailloans.asp

http://www.bobcards.com/

http://www.bankofbaroda.com/pfs/atm_debitcards.asp

http://www.bankofbaroda.com/pfs/lockers.asp

http://www.bankofbaroda.com/branchlocator.asp

http://www.bankofbaroda.com/pfs/deposits.asp

http://www.bankofbaroda.com/pfs/retailloans.asp

http://www.bobcards.com/

http://www.bankofbaroda.com/pfs/atm_debitcards.asp

http://www.bankofbaroda.com/pfs/lockers.asp



Services o3 B(B

Business Banking Services

Customized services for unique requirements

The small and medium business enterprise is one of the fastest growing sectors

in the country. Ban1 of Baroda offers various products and services that meet the

specific re4uirements of such enterprises and help them grow.

$n addition to tailor?made products, you can depend on the strength of our

nation? wide networ1 and facilities that will enable you to conduct your business

smoothly, without geographical constraints.

Be it / e p o s it s , * o a n s 8 A d v a n c e s, C o ll ec t io n ! e r v ic e s, ) o r 1 in g C a p it a l

- in a n c e , T e r m - in a n c e , +on?-und based -acilities, Trade -inance, Merchant

Ban1ing or other such aspects of ban1ing, we have a solution to help customer ‟s

business run smoothly and efficiently.

Corporate Banking Services

Supporting corporate growth

)ith services ranging from ) o r 1 in g C a p it a l - in a n c e , ! h o r t T e r m C o r p o r a t e

* o a n s , &r o jec t - in a n c e to C a s h M a n a g e m e n t and M e r c h a n t B a n 1 in g , Ban1 of Baroda

Corporate Ban1ing offers various options that help fund and enable corporations in

investment and e3pansion plans. These products also offer merchant ban1ing and

cash management solutions.

http://www.bankofbaroda.com/bbs/deposits.asp

http://www.bankofbaroda.com/bbs/loans.asp


http://www.bankofbaroda.com/bbs/collection.asp


http://www.bankofbaroda.com/bbs/workcapfinance.asp


http://www.bankofbaroda.com/bbs/termfinance.asp

http://www.bankofbaroda.com/cbs/workcapfinance.asp

http://www.bankofbaroda.com/cbs/shorttermcorploans.asp


http://www.bankofbaroda.com/cbs/projectfinance.asp


http://www.bankofbaroda.com/cbs/cashmanagement.asp

http://www.bankofbaroda.com/cbs/merchantbanking.asp

http://www.bankofbaroda.com/bbs/deposits.asp





http://www.bankofbaroda.com/bbs/termfinance.asp

http://www.bankofbaroda.com/cbs/workcapfinance.asp




http://www.bankofbaroda.com/cbs/cashmanagement.asp

http://www.bankofbaroda.com/cbs/merchantbanking.asp



BOB‟s global presence, large?scale operability, highly networ1ed systems

and local mar1et penetration allow customers to reap financial benefits to the ma3imum.

Treasur2 (perations

$n the changing economic environment of the country in particular and the

globe in general, Ban1 of Baroda was the premier public sector ban1 in $ndia to set up a

!peciali7ed $ntegrated Treasury Branch 9!$TB; in Mumbai and the integrated

approach initiated by the Ban1 in its treasury operations is now being emulated by

other peer ban1s.

Ban1 of Baroda has consciously adopted a focused approach towards improving

efficiency and profitability by successfully integrating the operations of

different financial mar1ets, vi7. /omestic Money, $nvestments, -oreign 3change and

/erivatives and has made its mar1 as an important player in the mar1et?place.

The !$TB at Mumbai, e4uipped with the !tate?of?the?art technology, with

modern communication facilities, handles all types of financial transactions, both for

managing its resources and deployments and effective compliance of regulatory

re4uirements.



#ura1 Banking Services

Strengthening the rural economy

(ural $ndia contributes a major chun1 to the economy every year. To give this

sector a stronghold on finance and to enable economic independence, Ban1 of Baroda

has special offerings that e3tend credit facilities to small and marginal farmers,

agricultural labourers and cottage industry entrepreneurs.

)ith the objective of developing rural economy through promotion of

agriculture, trade, commerce, industry and e3tending credit facilities particularly

to small and marginal farmers, agricultural labourers and small entrepreneurs, Ban1

of Baroda, over the years, has reached out to larger part of rural $ndia. BOB e3tend

loans for agricultural activities and a host of services for farmers well tuned to the

rural mar1et, and aim to ma1e a !elf (eliant (ural $ndia.



&# Services

BOB offer a red carpet welcome to all +($Hs to ban1 with them. As a

premier nationalised ban1 in $ndia, with comprehensive ban1ing e3perience world?

wide, and by virtue of our consistent trac1 record of profit ma1ing since :6,we are

confident of meeting all customers ban1ing re4uirements.

BOB‟s wide networ1 of foreign branches, offices and Correspondent (elations at

convenient business locations all round the world, which is the largest among any ban1

in $ndia, will ensure a smooth and safe ban1ing e3perience.

BOB continue to cherish its rich ethnic traditional values and culture, during

its personal interface. et BOB speedily repositioning ourselves in the e?millennium era

of ban1ing in $ndia, to ta1e care of your changing needs and e3pectations. $ts

information technology strategies are directed towards enabling employees to provide

customers with a state of the art customer convenience, thereby facilitating a global

ban1ing e3perience.

ligibility ? -O( +O+?(!$/+T $+/$A+! O+*

• /ifferent meaning under different statutes

• -(A, :F= and $.T. Act :5: had different definitions

• $ncludes +($ and other non?resident foreign nationals

• +($ includes non?resident $ndian nationals and also non?resident &ersons of

$ndian origin• 'nder -(A, emphasis in determining residential status was based on purpose

of stay outside $ndia and not on duration of stay outside $ndia.



Products o3 B(B

eposit products

A cc o u n t Op e n ing - o r m 9$ n d iv id u a ls ;

B a r o da A d v a n t a ge ! a v ings B a n 1 A cc o u n t B a r o da ! up e r ! a v in gs B a n 1 A cc o u n t B a r o da ! u b h ! a v ings A cc o u n t

B a r o da C e n t e n a r y ! a v ings B a n 1 A cc o u n t B a r o da B ac h a t M it r a

A cc o u n t Op e n ing - o r m 9 + o n ? $ n d iv idu a ls ; ! a v ings A cc o u n t

C u r r e n t A cc o u n t - i3 e d / e p o s it

B a r o da T a 3 ! a v ing t e r m d e p o s it - a s t A c c e s s

( ec u r r in g / e p o s it s a t h a ! h a 1 t i % a m a o ja n a

+ ( $ - i3 e d / e p o s it A cc o u n t + ( ! a v in g s B a n 1 A cc o u n t

( e s id e n t - o r e ig n C u rr e n c y 9 ( - C ; A cc o u n t

#etai1 %oans

" o m e * o a n " o m e * o a n 9 + ( $ s I&$ O s ;

" o m e $ m p r o v e m e n t * o a n

B a r o da A d d it io n a l A s s u r e d A d v a n c e t o ( e s id e n t s I+ ( $ s I&$ Os du ca t io n * o a n B a r o da C a r ee r / e v e lop m e n t

B a r o da * o a n f o r tr a in ing , s 1 ill up g r a d a t io n o f c o n s t r u c t io n w o r 1 e r s C a r * o a n

B a r o da C a r lo a n to " + $ s IC o r p o r a t e s B a r o da * o a n to / e f e n s e & e n s io n e r s

* o a n to & e n s io n e r s B a r o da * o a n f o r a r n e s t M o n e y / e p o s it

B a r o da & e r s o n a l * o a n B a r o da C o n s u m e r /u r a b le s

B a r o da * o a n f o r t w o w h e e le r s B a r o da * o a n f o r la p to p a n d p e r s o n a l c o m pu t e r

T r a d e r s * o a n B a r o da A s h r a y * o a n

! a la r y A d v a n t a ge ! a v in g s A c c o u n t

http://www.bankofbaroda.com/download/ac_opening_individual.pdf






http://www.bankofbaroda.com/download/ac_opening_non_individual.pdf

http://www.bankofbaroda.com/download/savings_account.pdf

http://www.bankofbaroda.com/download/current_account.pdf

http://www.bankofbaroda.com/download/fixed.pdf


http://www.bankofbaroda.com/download/fast_access.pdf

http://www.bankofbaroda.com/download/recurring.pdf

http://www.bankofbaroda.com/download/ysj_yojana.pdf



http://www.bankofbaroda.com/download/rfc_open.pdf

http://www.bankofbaroda.com/download/home_loan_form.pdf

http://www.bankofbaroda.com/download/home_loan_nri_form.pdf



http://www.bankofbaroda.com/download/education_loan_form.pdf



http://www.bankofbaroda.com/download/Car_Personal_loan.pdf


http://www.bankofbaroda.com/download/pensioners_loan_form.pdf







http://www.bankofbaroda.com/download/Trader_Loan.pdf

http://www.bankofbaroda.com/download/baroda_ashray_form.pdf

http://www.bankofbaroda.com/download/salary_adv_savings_ac_form.pdf







http://www.bankofbaroda.com/download/ac_opening_non_individual.pdf

http://www.bankofbaroda.com/download/savings_account.pdf

http://www.bankofbaroda.com/download/current_account.pdf



http://www.bankofbaroda.com/download/fast_access.pdf

http://www.bankofbaroda.com/download/recurring.pdf

http://www.bankofbaroda.com/download/ysj_yojana.pdf



http://www.bankofbaroda.com/download/rfc_open.pdf


http://www.bankofbaroda.com/download/home_loan_nri_form.pdf















http://www.bankofbaroda.com/download/Trader_Loan.pdf

http://www.bankofbaroda.com/download/baroda_ashray_form.pdf

http://www.bankofbaroda.com/download/salary_adv_savings_ac_form.pdf



#ura1 Agri Banking

B a r o da is a n C r e d it C a r d

S*' Products

! M * o a n

Services

+ e t B a n 1 in g ? C o r p o r a t e + e t B a n 1 in g ? & e r s o n a l

/ e b it c u m A T M C a r d / e m a t ? $ n d iv idu a ls I+ ( $ I - o r e ig n + a t io n a ls

/ e m a t ? C o r p o r a t e s

Cas0 *anagement Services

A p p lica t io n - o r m f o r B a r o da C a s h M a n a g e m e n t ! e r v ic e s

A p p lica t io n - o r m f o r a v a iling C o ll ec t io n I& a y m e n t

A p p lica t io n - o r m f o r $ n t e r n a l - u n d T r a n s f e r

A p p lica t io n - o r m f o r $ n t e r n e t - a c ilit y

A p p lica t io n - o r m f o r * i4 u id it y M a n a g e m e n t

A p p lica t io n - o r m f o r a v a iling * o c 1 ? B o 3 9$ nv o ice ; M a n a g e m e n t

A p p lica t io n - o r m f o r a v a iling & /C M a n a g e m e n t

A p p lica t io n - o r m f o r ( e s e tt in g & a ss w o r d

& a y in g ? in ? ! lip

Business TieDups

In!ia ir)# i&e In)ran"e C% #! ar%!a i%neer A))e# Mana.e(en# C% 6%#ak Mahin!ra M#al n! IDC M#al n! 7TI M#al n! irla Sn li&e M#al n! Relian"e M#al n!

Sn!ara( N ariba) AMC #! ranklin Te($le#%n In*e)#(en#) 8e)#ern 7ni%n M%ne Tran)&er ar%!a Re(i#$re)) Na#i%nal In)ran"e C%($an i(i#e! :DC S#an!ar! i&e In)ran"e

http://www.bankofbaroda.com/download/kisan_credit_card_form.pdf

http://www.bankofbaroda.com/download/sme_form.pdf

http://www.bankofbaroda.com/download/corporate.pdf

http://www.bankofbaroda.com/download/personal.pdf


http://www.bankofbaroda.com/download/CDSL_Individual.pdf

http://www.bankofbaroda.com/download/CDSL_Corporate%20Account.pdf

http://www.bankofbaroda.com/download/Form_Cash_Management.pdf

http://www.bankofbaroda.com/download/Form_Collection_Payment.pdf

http://www.bankofbaroda.com/download/Form_Internal_Fund_Transfer.pdf

http://www.bankofbaroda.com/download/Form_Internet_Facility.pdf

http://www.bankofbaroda.com/download/Form_Liquidity_Management.pdf

http://www.bankofbaroda.com/download/Form_LockBox_Management.pdf

http://www.bankofbaroda.com/download/Form_PDC_Management.pdf

http://www.bankofbaroda.com/download/Form_Resetting_Password.pdf

http://www.bankofbaroda.com/download/Form_Payin_Slip.pdf

http://www.bankofbaroda.com/download/kisan_credit_card_form.pdf

http://www.bankofbaroda.com/download/sme_form.pdf

http://www.bankofbaroda.com/download/corporate.pdf

http://www.bankofbaroda.com/download/personal.pdf


http://www.bankofbaroda.com/download/CDSL_Individual.pdf

http://www.bankofbaroda.com/download/CDSL_Corporate%20Account.pdf

http://www.bankofbaroda.com/download/Form_Cash_Management.pdf

http://www.bankofbaroda.com/download/Form_Collection_Payment.pdf

http://www.bankofbaroda.com/download/Form_Internal_Fund_Transfer.pdf

http://www.bankofbaroda.com/download/Form_Internet_Facility.pdf

http://www.bankofbaroda.com/download/Form_Liquidity_Management.pdf

http://www.bankofbaroda.com/download/Form_LockBox_Management.pdf

http://www.bankofbaroda.com/download/Form_PDC_Management.pdf

http://www.bankofbaroda.com/download/Form_Resetting_Password.pdf

http://www.bankofbaroda.com/download/Form_Payin_Slip.pdf



Susi!iaries

Domest Overse

BOBCA(/! *td.

NATI4NA ank #!

BOB Capital Mar1ets *td.

Ban1 of Baroda 9Botswana;*td.

Ban1 of Baroda 9enya; *td.

Ban1 of Baroda 9'ganda; *td.

Ban1 of Baroda 9uyana; *td.

Ban1 of Baroda 9'; *td.

Ban1 of Baroda 9Tan7ania; *td

Ban1 of Baroda 9Trinidad 8

Tobago; *td.

Ban1 of Baroda 9hana; *td.



Data classification & Interpretation of BOB:-

Calculation of !erv4ual !cores of Customer perceptions towards Technological development of BOB.

/imensions !tatement 3pectation!core

&erception!core

A& !core Average for /imensions

(eliability : >.EF =.FF 6.<6

6.5F< >.:F =.5= 6.E>

= >.>= =.:F :.<5

Tangibility > >.>= =.FF 6.55

6.5=

E =.F= =.:F 6.E5

5 >.<= =.F 6.<5

F >.:6 =.<F 6.= =.= =.>F 6.>5

>.<6 =.<6 :.66

(esponsiveness :6 >.=F =.<F :.:6

6.:: >.66 =.6F 6.=

:< =.6 <.F 6.=

Assurance := >.<F <.F :.=6

6.:> >.:6 =.<F 6.=

:E >.66 =.<6 6.6

mpathy :5 >.<6 =.:F :.6=

6.5>

:F >.6F =.5= 6.>>

: =.F6 <.= 6.F: =.= =.: 6.5>

<6 >.<= =. 6.<>

"n >eig0ted Average S'#V-"A% score 6.F<



Bank of Baroda

!(#@'A*/imension

)eighted!core

(eliability 6.5F

Tangibility 6.5=

(esponsiveness 6.

Assurance 6.

mpathy 6.5>

$eig0t age given b2 respondents o3 B(B to di33erent dimension

Points

:. The appearance of the ban1s physical facilities, e4uipment,

technological support, personnel and communication materials.

<6

<. The 1nowledge and politeness of the ban1Hs employees and their

ability to convey trust and confidence

:5

=. The ban1s readiness to help customers and provide promptservice.

<<

>. The ban1Hs ability to perform the promised service consistentlyand accurately

:F

E. The caring individual attention the ban1 provides its customers. <E

Tota1: :66



# ei g $ t a g e S "o r e o f % u s t o m e rP e r "e & tio n o f

B OB

1

0;

0<

0=

02

0

'()*

'()+

'(,,

'(,- '().

+ap score imension

Minimum (esponsiveness

Ma3imum Tangibility

Bank of Baroda

S'#V-"A%

imension

Score

3rom

Tab1e ;

7D Score

3rom

tab1e ;

$eig0ting

3rom

Tab1e 8

$eig0ted

Score

#e1iabi1it2 6.5F <.66 <6 6.>6

Tangibi1it2 6.5= =.FF :5 6.56

#esponsiveness 6. <.5 << 6.5E

Assurance 6. <.= :F 6.E6

'mpat02 6.5> =.<< <E 6.:

Average >eig0ted score 6.E<



S'#V-"A%

imension

$eig0ted

Score

#e1iabi1it2 6.>6

Tangibi1it2 6.56#esponsiveness 6.5E

Assurance 6.E6

'mpat02 6.:

BOB

09

0;

0>

0<

05

0=

'(.

'()

'()/

'(/

'(-0

0?

02

01

0

+ap score imension

Minimum (eliability

Ma3imum mpathy



a t a c 1a ss i 3 ica t ion nt e r p r e t a t ion o3 S B : D

Calculation of !erv4ual !cores of Customer perceptions towards Technological

development of !B$.

/imensions !tatement 3pectation

!core

&erception

!core

A&

!core

Average for

/imensions

(eliability : >.<6 =.= 6.<F

6.>>< >.<F =.> 6.==

= =.= =.:6 6.F=

Tangibility > >.<= >.6= 6.<6

6.>F

E >.66 =.6F 6.=

5 >.<6 =.5F 6.E=

F >.=6 >.<6 6.:6

=.6 =.:= 6.5F

=.= =.>F 6.=5

(esponsiveness :6 =.= =.66 6.=

6.=:: >.66 <.F :.6=

:< =.E= <.56 6.=

Assurance := >.:F >.66 6.:F

6.5=:> >.=6 =.<6 :.:6

:E >.== =.F6 6.5=

mpathy :5 >.:= =.<6 6.=

6.<

:F >.== =.=F 6.5

: >.<< =.:F :.6E

: =.F =.E= 6.>>

<6 >.E= =.6 6.F=

"n >eig0ted Average S'#V-"A% score 6.5E



State Bank of India

SERVQUALDimension

Weigte!Score

Relia"ilit# 0.44

$angi"ilit# 0.47

Responsi%eness 0.93

Assrance 0.63

Empat# 0.82

$e ig 0t age Sc ore o3 C us t ome r P erception o3 SB

1

09

0;

'(,+ '(-1

0> '()+

0<

05 '(..'(.*

0=

0?

02

01

0

Reliabili# Tan.ibili# Re)$%n)i*ene)) A))ran"eE($a#h

+ap score imension

Minimum (eliability

Ma3imum (esponsiveness



$eig0t age given b2 respondents o3 SB to di33erent dimension Points

:. The appearance of the ban1s physical facilities, e4uipment,

technological support, personnel and communication materials.

<=

<. The 1nowledge and politeness of the ban1Hs employees and their

ability to convey trust and confidence

<5

=. The ban1s readiness to help customers and provide prompt

service.

:=

>. The ban1Hs ability to perform the promised service consistently

and accurately

:

E. The caring individual attention the ban1 provides its customers. <6

Tota1: :66

SBI

S'#V-"A%imension

Score3rom

Tab1e ;

7D Score3rom

tab1e ;

$eig0ting3rom

Tab1e 8

$eig0tedScore

#e1iabi1it2 6.>> :.== <= 6.=:

Tangibi1it2 6.>F <.F <5 6.F=

#esponsiveness 6.= <.F := 6.=5

Assurance 6.5= :.6 : 6.=>

'mpat02 6.< >.:: <6 6.<

Average >eig0ted score 6.E:<



S'#V-"A%

imension

$eig0ted

Score

#e1iabi1it2 6.=:

Tangibi1it2 6.F=#esponsiveness 6.=5

Assurance 6.=>

'mpat02 6.<

SB

I

09

0;

0>

0<

05

0=

0?

02

01

0

'(+0

'(*+

'(+)

'(+.

'(-1

Reliabili# Tan.ibili# Re)$%ni*ene)) A))ran"eE($a#h

+ap score imension

Minimum (eliabilityMa3imum mapathy



#e1iabi1it2

BA&K +AP SC(#'

!B$ 6.>>

BOB 6.5F

0>

0<

05

0=

0?

Reliabili#

02

01

0

SI 4

Reliability

+ap score Bank

0inimum %1I

0a!imum 121



Tangibi1it2

BA&K +AP SC(#'

!B$ 6.>F

BOB 6.5=

0> '()+

0<

05'(.*

0=

0?

02

01

0SI 4

Tangibility

+ap score Bank 0inimum %1I

0a!imum 121



#esponsiveness

BA&K +AP SC(#'

!B$ 6.=

BOB 6.

Res&onsiveness

09909;

09>

09<

095

09=

09?

092

091

09SI 4

Responsiveness

+ap score Bank

0inimum %1I

0a!imum 121



Assurance

BA&K +AP SC(#'

!B$ 6.5=

BOB 6.

Assuran"e

1

09

0;

0>

0<

05

0=

0?

02

010

SI 4

Assurance

+ap score Bank

0inimum %1I

0a!imum 121



'mpat02

BA&K +AP SC(#'

!B$ 6.<

BOB 6.5>

Em&at$2

09

0;

0>

0<

05

0=

0?

02

01

0SI -4-

Empathy

+ap score Bank

0inimum 121

0a!imum %1I



Comparison o3 gap score

imension Ban's

BOB SBI

Relia"ilit# 0.67 0.44

$angi"ilit# 0.63 0.47

Responsi%eness 0.99 0.93

Assrance 0.98 0.63

Empat# 0.64 0.82

1

09

0;

0>

0<

05

0=

0?02

01

0

SI

4



Bank "n>eig0ted average +ap

score

!B$ 6.5E

BOB 6.F<

3nweig$te! ga& s"ore

0;0>;

0><

0>=

0>2

0>

0<;

0<<

0<=

0<2

0<

05;

'()/-

'(*-1

SI -4-

!B$ is having minimum un weighted average serv4ual score and BOB is

having ma3imum un weighted average score.



#e1iabi1it2

Bank >eig0ted score

!B$ 6.=:

BOB 6.>6

0=

'(.

0?5 '(+0

0?

025

02

015

01

005

0

SI 4

#e1iabi1it2

$eig0ted score Bank

Ma3imum BOB

Minimum !B$



Tangibi1it2

Bank >eig0ted score

!B$ 6.F=

BOB 6.56

0;

0>

0<

'(*+

'()

05

0=

0?

02

01

0

SI -4-

Tangibi1it2

$eig0ted score Bank

Ma3imum !B$

Minimum BOB



#esponsiveness

Bank >eig0ted score

!B$ 6.=5

BOB 6.5E

0> '()/

0<

05

0='(+)

0?

02

01

0

SI 4

#esponsiveness

$eig0ted score Bank

Ma3imum BOB

Minimum !B$



Assurance

Bank >eig0ted score

!B$ 6.=BOB 6.E6

Assuran"e

'(

/

05

0=5

0=

0?5

0?

025

02

015

01

0050

'(+,

SI 4

Assurance

$eig0ted score Bank

Ma3imum BOBMinimum !B$



'mpat02

Bank >eig0ted score

!B$ 6.<BOB 6.:

Em&at$2

0;22

0;2

0;1;

0;1<

0;1=

0;12

0;1

0;0;

0;0<

0;0=

'(-1

SI 4

'(-0

'mpat02

$eig0ted score Bank

Ma3imum !B$Minimum BOB



Comparison o3 $eig0ted score

imension Banks

B(B SB

#e1iabi1it2 6.>6 6.=:

Tangibi1it2 6.56 6.F=

#esponsiveness 6.5E 6.=5

Assurance 6.E6 6.=>

'mpat02 6.: 6.<

09

0;

0>

0<

05

0=

0?

02

01

0

'(+

0

'(

.

'(*+ '()

/'()

'(+)

'(+.

'(/

'(-1'(

-0

SI

4



Bank Avg >eig0ted score

!B$ 6.E:<

BOB 6.E<

%om&arision of Ave(weig$te!s"ore

0<

05;

05<

05=

052

05

0=;

0=<SI 4

BOB is having highest average weighted score between two ban1s.



4e ne r a l5 u e s t io n s

1@ In /hi"h ank !% % ha*e #he ank A""%n#

A""ount 6ol!ers

0''70''7

SI4

2@ 8ha# i) #he $r$%)e behin! %$enin. #he a""%n#

0

+*7

)+7

Sa*in.

Se"ri#



?@ Are % a/are ab%# #he &%ll%/in. &a"ili#ie) $r%*i!in. b bank)

ATM)

RTBS, ECS, 4TAS, 4T:ERS

/'7

0''

7

ATM

RTBS,ECS,4T:

ERS

=@ A(%n. #he)e &a"ili#ie), /hi"h &a"ili#ie) are % )in.

.7 07

0'7

,/7

ATM

RTBS

ECS

4TA

S



5@ D% % #hink #ha# bank) $r%*i!e all #he #$e) %& &a"ili#ie) a) $er %rnee!)

++7

)*7

YE

S

N4

<@ D% % #hink #ha# bank) are re)$%n)ible #% enhan"e %r )#an!ar! %&li*in.

,7

117

),7

YE

S

N4

CANT SAY



>@ 8ha# i) #he ee"# %& bankin. &a"ili#ie) %n %r li&e

EECT YES N4 S4METIMES

Sa*in. %& #i(eSa*in. %& (%ne

8i#h!ra/al %&(%ne a) $er

S(%%#h

Ti(e Sa*in.

-*7

*1

7 ,-7

0''7

M%ne Sa*in.

8i#h!ra/al%& (%nea) $erreire(en#

S(%%#h Tran)a"#i%n

;@ Are % )a#i)&ie! /i#h all bankin. &a"ili#ie)

/7

,7

YE

S

N4

T4 S4ME ETENT

-)7



9@ 8hi"h #$e %& )er*i"e !% % $re&er #he (%)# &r%( #he bank)

ATM )er*i"e)In#erne#

bankin.M%bilebankin.Re#ailbankin.

+7

,7

)7

-17

ATM)

M%bile

ankin.

In#erne#

ankin.

Re#ail

ankin.

10@ Y%r A""%n# De"i)i%n) are in&len"e! b3

4ne)el& Marke# re)ear"hrien!)Frela#i*e)

.7

117

*.7

4ne )el&

rien!FRela#i

*e) Marke#

Re)er"h



11@ 8hi"h &a"#%r) !% % "%n)i!er be&%re %$enin. a""%n# %r in

$r"ha)in. ne/ $lan in a $ar#i"lar bank

inan"e $%)i#i%nB%%!/illCrren# Marke#%)i#i%n #re$r%)$e"#) Ser*i"e)$r%*i!e!

inan"ial %)i#i%n

1+7

+/7

0.70'7

0-7

Crren# Marke#%)i#i%n

B%%!/ill

Ser*i"e r%*i!e!

#re r%)$e"#)

12@ 8hi"h bank i) (%re )e"re a""%r!in. #% %

SI 4

+17

)-7

SI

4



Ke2 )indings 3or genera1 Guestions

According to respondents the most preferred ban1ing service is ATM and

other services li1e mobile ban1ing, internet ban1ing and (etail ban1ing are less

preferable.

Most of the respondent‟s account decisions are influenced by themselves.

Most important factor which respondent consider before opening an account

is !ervice provides by the ban1s followed by -uture prospects, goodwill, financial

position and current mar1et position.

According to respondents most secure ban1 is !B$ than BOB.

Ke2 )indings 3or ServGua1 Guestions

+ap Score

-or !B$ ban1, the gap score for (eliability is minimum followed by

Tangibility, Assurance, mpathy and (esponsiveness.

-or BOB ban1, the gap score for Tangibility is minimum followed by

mpathy, (eliability, Assurance, and (esponsiveness.

$eig0t 3or 3ive dimensions

-or !B$ ban1, the highest weight is given to Tangibility followed by

(eliability, mpathy, Assurance and (esponsiveness.

-or BOB ban1, the highest weight is given to mpathy followed by

(esponsiveness, (eliability, Assurance and Tangibility.



$eig0ted score

-or !B$ ban1, the highest weighted score is of dimension mpathy followed by

Tangibility, (esponsiveness, Assurance and (eliability.

-or BOB ban1, the highest weighted score is of dimension mpathy followed by

(esponsiveness, Tangibility, Assurance and (eliability.

Comparison amongst banks on di33erent dimensions

Comparison o3 gap score

imension Ban's

BOB SBI


$angi"ilit# 0.63 0.47


Assrance 0.98 0.63

Empat# 0.64 0.82

-or (eliability, the minimum gap score is for !B$ than BOB.

-or Tangibility, the minimum gap score is for !B$ than BOB.

-or (esponsiveness, the minimum gap score is for !B$ than BOB.

-or Assurance, the minimum gap score is for !B$ than BOB.

-or mpathy, the minimum gap score is for BOB than !B$.



Bank "n>eig0ted average +ap

score

!B$ 6.5E

BOB 6.F<

!B$ is having minimum unweighted average ap score than BOB.

Comparison o3 $eig0ted score

imension Ban's

BOB SBI


$angi"ilit# 0.60 0.73


Assrance 0.50 0.34

Empat# 0.81 0.82

-or (eliability, the highest weighted score is of BOB than !B$.

-or Tangibility, the highest weighted score is of !B$ than BOB.

-or (esponsiveness, the highest weighted score is of BOB than !B$.

-or Assurance, the highest weighted score is of BOB than !B$.

%r E($a#h, #he hi.he)# /ei.h#e! )"%re i) %& SI #han 4

Bank Avg. >eig0ted score

!B$ 6.E:<

BOB 6.E<

BOB is having highest average weighted score than !B$



C(&C%"S(&

ATM is the most preferred service than other services.

The most common purpose behind opening a ban1 account is saving of money.

All the sample si7e customers aware about ATMs. And only few customers are

aware about other facilities li1e (T!, C!, O*TA! and others.

All most sample si7e customers are using ATMs and other facilities which

are mentions above are rarely used by them.

Mostly all customers believe that ban1 provides all the services as per their needs.

Out of 56 sample si7e customers, 5G customers thin1 that ban1s are responsible

for enhancing their standard of living.

ffect of ban1ing facilities on your life 9out of 56 sample si7e;

• :66G believes that ban1s are best for money saving.

• All most 9G; believes that ban1ing facilities are helpful in saving time

of money transaction.

• FG believes that they can withdraw the money as per their re4uirement.

• F<G believes that Ban1s are helpful in smooth money transactions.

Most the people are satisfied with all the ban1ing facilities.

Account opening decisions are mostly influenced by own self.

The service provide by the ban1 is the major factor for customers before opening

account. And the other factors li1e future prospective, goodwill, mar1et situation

are less preferable by the customers.

!B$ is the more secure Ban1 than BOB.



#'C(**'&AT(&S

)or SB

!B$ should shows sincere interest in solving a customer ‟s problem pertaining to any

delay in transaction or mista1es done by users.

!B$ should emphasi7e on improving their services on (esponsiveness and Assurance.

$n villages, the !B$ employees are not properly trained and able to guide about

the use of technology.

The !B$ should maintain sufficient and easy to use online ban1ing facilities.

The employees must shows willingness to help the customers.

The employees must be good in e3plaining the various technological products

and services which the ban1 provides.

The employees should never too busy to respond to customers re4uest.

The ATM facility of !B$ is good as compared to BOB but it must have to maintain it.

The !B$ should improve in responsiveness as well as assurance towards

the customers.

)or B(B

BOB should improve its ATM facilities compared to !B$.

BOB should emphasi7e on improving their services on Tangibility and Assurance.

The BOB should improve in its home delivery services.

!B$ and BOB should improve their services on empathy dimension.

The ban1 must show sincere interest while the customer has the problem.

!pecially in Mehasana district the employees are not well trained and not able

to properly guide the customers.



The ban1 should increase the number of ATMs in Mehasana district.

The ban1 should develop the time saving technology facility li1e &hone ban1ing and

Mobile ban1ing.

!ome customers believe that the ban1 is not showing so much interest to

maintain long term customer relationship so the ban1 must be maintain a good

relationship with the customers.

The ban1 should has different properly identified counters.



BB%(+#APH

%ist o3 >ebDsites.

;. w w w . s t a t e b a n 1 o f in d ia . c o m

8. w w w . o n li n e s b i. c o m

=. w w w . b a n 1 o f b a r o d a . c o m

9. w w w . b o b ib a n 1 ing . c o m

7. w w w . r b i. o r g . in

. www. ba n1 net ind ia. co m

%ist o3 books

;. ntroduction to Banking b2 Vi/a2aragavan 2engar

8. Banking and nsurance b2 (.P.Agara>a1 8nd

revised edition

=. #o1e o3 Banks in t0e deve1opment o3 rura1 area b2 C.Kris0nan

http://www.statebankofindia.com/

http://www.onlinesbi.com/

http://www.bankofbaroda.com/

http://www.bobibanking.com/

http://www.rbi.org.in/

http://www.banknetindia.com/

http://www.statebankofindia.com/

http://www.onlinesbi.com/

http://www.bankofbaroda.com/

http://www.bobibanking.com/

http://www.rbi.org.in/

http://www.banknetindia.com/



Anne<ure @-uestionnaire

-uestionnaire

ear *adam Sir

$ am a student of C !"A" #$%A&'(A)A*A $+!T$T'T O-

MA+AM+T,#A/O/A(A, presently wor1ing on the Comprehensive &roject

which is the part of our syllabus of >th

sem. MBA and $ have selected the topic

0Customers Perception on Banking Services2. And for that $ have selected !(#@'A*

Analysis of Ban1ing services and comparative analysis of customer satisfaction of

various ban1s.

(ur -uestionnaire 3ormat is as be1o>



5uestionnaire

“CUSTOMERS PERCEPTION ON BANKING

SERVICES”

P r e & a r e ! B 2 8 M B A S E M ( . 9: 4u i! e :

RIN6A Darji A))% r%& Sa*i#ha 6

NAME 3

4CC7ATI4N 3

ADDRESS 3

ABE 3

S ERVQUA L QUES $IO(S

The following qe!tionnaire relate to "or feeling! a#ot the !er$i%e!

&ro$ided #" SBI '( B'B. )lea!e !how the e*tent to whi%h "o #elie$e

thi! #ank ha! the featre de!%ri#ed in the !tate+ent. ,ere- we are

intere!ted in a n+#er fro+ 1 to 5 that !how! "or *&e%tation! and

)er%e&tion! a#ot the #ank.



/o !hold rank ea%h !tate+ent a! follow!

Strongl" i!agree Strongl" 3gree

1 2 3 4 5

)articlars E-Score )-score

Relia"ilit#

1. The Bank &ro$ide! ti+el" !er$i%e in relation to T-

(TS- T- S et%

2. The Bank &ro$ide! reqired and a%%rate infor+ationwhen needed a#ot the !age and o&eration of $ario!#anking te%hnolog"

3. The Bank !how! !in%ere intere!t in !ol$ing a %!to+er!

&ro#le+ &ertaining to an" dela" in tran!a%tion or +i!take

#" !er

$angi"ilit#

4. The Bank ha! a%%e!!i#le +aterial! like for+!- #roa%her!-!tationar" a!!o%iated with !"!te+ !er$i%e!.

5. The e+&lo"ee! are &ro&erl" trained and a#le to gide

a#ot the !e of te%hnolog"

6. The Bank ha! different &ro&erl" identified %onter!.

7. The Bank ha! good T! !er$i%e!

8. The Bank +aintain! !ffi%ient and ea!" to !e 'nline

Banking fa%ilit"

9. The Bank i! well eqi&&ed with the ti+e !a$ingte%hnolog" fa%ilit" like &hone #anking and +o#ile#anking.

Responsi%eness



10.+&lo"ee! are good in e*&laining the $ario!

te%hnologi%al &rod%t! and !er$i%e! the Bank &ro$ide!.

11.+&lo"ee! in the #ank are alwa"! willing to hel& "o.

12.+&lo"ee! in the #ank are ne$er too #!" to re!&ond to"or reqe!t.

Assrance

13.!to+er! feel !afe a#ot their tran!a%tion! done #"Internet #anking- (TS- T- o#ile Banking et%

14.+&lo"ee! are %o+&etent and knowledgea#le.

15.The Bank +aintain! good !"!te+! for it! effi%ient

fn%tioning

Empat#

16.The !to+er! get indi$idal attention

17.The #ank ha! o&erating hor! %on$enient to all it!

%!to+er!.

18.The Bank ha! relia#le ,o+e deli$er" !er$i%e!.

19.The #ank ha! "or #e!t intere!t! at in &ro$iding qi%k and

effe%ti$e #anking !er$i%e!

20.The Bank +aintain! long ter+ %!to+er relation!hi&!.



$eig0t age given b2 respondents to di33erent dimension )oints

1. The a&&earan%e of the #ank! &h"!i%al fa%ilitie!-eqi&+ent- te%hnologi%al !&&ort- &er!onnel and

%o++ni%ation +aterial!.

2. The knowledge and &olitene!! of the #ank! e+&lo"ee!

and their a#ilit" to %on$e" tr!t and %onfiden%e

3. The #ank! readine!! to hel& %!to+er! and &ro$ide

&ro+&t !er$i%e.

4. The #ank! a#ilit" to &erfor+ the &ro+i!ed !er$i%e

%on!i!tentl" and a%%ratel"

5. The %aring indi$idal attention the #ank &ro$ide! it!

%!to+er!.

$otal: 100

(t 0e r +e ner a1 - ue s ti ons ar e as be1 o>:

$n which Ban1 do you have the Ban1 Account

8ha# i) #he $r$%)e behin! %$enin. #he a""%n#

Are % a/are ab%# #he &%ll%/in. &a"ili#ie) $r%*i!in. b bank)

ATM)

RTBS, ECS, 4TAS,4T:ERS

A(%n. #he)e &a"ili#ie), /hi"h &a"ili#ie) are % )in.

D% % #hink #ha# bank) $r%*i!e all #he #$e) %& &a"ili#ie) a) $er %rnee!)

D% % #hink #ha# bank) are re)$%n)ible #% enhan"e %r )#an!ar! %&

li*in. 8ha# i) #he ee"# %& bankin. &a"ili#ie) %n %r li&e

EECT YES N4 S4METIMES

Sa*in. %& #i(e

Sa*in. %& (%ne

8i#h!ra/al %& (%nea) $er reire(en#

S(%%#h #ran)a"#i%n



Are % )a#i)&ie! /i#h all bankin. &a"ili#ie)

8hi"h #$e %& )er*i"e !% % $re&er #he (%)# &r%( #he bank)

ATM )er*i"e)In#erne#bankin.M%bilebankin.Re#ailbankin.

Y%r A""%n# De"i)i%n) are

in&len"e! b3 4ne)el& Marke# re)ear"h

rien!)Frela#i*e)

8hi"h &a"#%r) !% % "%n)i!er be&%re %$enin. a""%n# %r in$r"ha)in. ne/ $lan in a $ar#i"lar bank

inan"e $%)i#i%nB%%!/illCrren# Marke#%)i#i%n #re$r%)$e"#) Ser*i"e)$r%*i!e!

8hi"h bank i) (%re )e"re a""%r!in. #% %

SI 4

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