anjali project report

8/13/2019 Anjali Project Report

1/90

A

Project Study Report

On

Training Undertaken at

Titled

VARIOUS FINANCIAL PRO UCT !

Submitted in partial fulfillment for the Award of degree of

"ac#elor o$ "u%ine%% Ad&ini%tration'()*+),

Submitted By: - Submitted to:- Anjali -u&ari .% Ni%#a .alik""A V Se&e%ter /Lecturer0Roll no+)))1*(*(()

`

ARYA KANYA MAHAVIDALYA GURUKULMOR MAJRA KARNAL

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2/90

PRE A!E

Su&&er training in any organi2ation i% an atte&pt to pro3ide %tudent a

practical input 4 56plo%ure to t#e real 7orld %ituation in 7#ic# #e #a% to

7ork in $uture8

.y training in A6i% "ank9 -ota "undi 7a% an atte&pt in t#i%

regard8 T#e project 7ork pro3ided to &e 7a% !"iti#$% A&&"$i'$% o(&"odu#t' o((e"ed by A)i' B$*+,

A6i% "ank i% today one o$ t#e &o%t co&petiti3e 4 pro$ita:le

:anking $ranc#i%e in India a% can :e clearly depicted :y t#e analy%i% o$

it% port$olio o$ :anking %er3ice%8 T#e :ank #a% launc#ed %e3eral $or

3ariou% categorie% o$ con%u&er% to en#ance it% depo%it &i68 T#i%

project deal% 7it# t#i% a%pect e%pecially 7it# t#e %a3ing account

$eature%8

T#e report #a% :een prepaid and i% pre%ented under 3ariou%

#eading a% introduction9 organi2ation pro$ile9 re%earc# o:jecti3e 4

%cope o$ re%earc# project etc8

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A!KNO.LEDGEMEN/

I 7ould like to take t#i% opportunity to e6pre%% &y gratitude

to7ard% all t#o%e 7#o #a3e9 in 3ariou% 7ay%9 #elped &e in t#e

co&pletion o$ t#i% project8

I al%o e6pre%% &y %incere t#ank% to &y project guide9 .r8;aura3

"ajaj9 $or guiding &e rig#t $ro& t#e inception till t#e %ucce%%$ul

co&pletion o$ t#e project8 I %incerely ackno7ledge #er $or e6tending #er

3alua:le guidance9 %upport $or literature9 critical re3ie7 o$ project and

t#e report and t#e a:o3e all t#e &oral %upport %#e pro3ided &e 7it#

t#roug#out all %tate o$ report preparation8

Anjali -u&ari

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!ON/EN/S

S8NO8 PARTICULARS PA;5

NO8

1 INTRO UCTION To T#e Indu%try /1+)'0

2 INTRO UCTION TO t#e Organi2ation /)*+ /


5/90

? CONCLUSION /?,+

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IN/ODU!/ION /O /HEINDUS/RY

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7/90

BANKING IN INDIA:

@it#out a %ound and e$$ecti3e :anking %y%te& in India it cannot #a3e a

#ealt#y econo&y8 T#e :anking %y%te& o$ India %#ould not only :e #a%%le $ree

:ut it %#ould :e a:le to &eet ne7 c#allenge% po%ed :y t#e tec#nology and

any ot#er e6ternal and internal $actor%8 For t#e pa%t t#ree decade% IndiaD%

:anking %y%te& #a% %e3eral out%tanding ac#ie3e&ent% to it% credit8 T#e &o%t

%triking i% it% e6ten%i3e reac#8 It i% no longer con$ined to only &etropolitan% or

co%&opolitan% in India8 In $act9 Indian :anking %y%te& #a% reac#ed e3en to

t#e re&ote corner% o$ t#e country8 T#i% i% one o$ t#e &ain rea%on% o$ IndiaD%

gro7t# proce%%8

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8/90

HIS/ORY:

T#e $ir%t :ank in India9 t#oug# con%er3ati3e9 7a% e%ta:li%#ed in )? 18 Fro&

)? 1 till today9 t#e journey o$ Indian "anking Sy%te& can :e %egregated intot#ree di%tinct p#a%e%8 T#ey are a% &entioned :elo7E

P=AS5 I + 5arly p#a%e $ro& )? 1 to )B1B o$ Indian "ank%

P=AS5 II + Nationali2ation o$ Indian "ank% and up to )BB)

P=AS5 III + Indian Financial 4 "anking Sector Re$or&% a$ter )BB) .

PHASE I:

T#e ;eneral "ank o$ India 7a% %et up in t#e year )? 18 Ne6t ca&e "ank o$

=indu%tan and "engal "ank8

T#e 5a%t India Co&pany e%ta:li%#ed

B$*+ o( Be*0$% 1234567

B$*+ o( Bomb$y123846 $*d

B$*+ o( M$d"$' 12389 0 a% independent unit% and called it

P"e'ide*#y B$*+' 8

T#e%e t#ree :ank% 7ere a&alga&ated in )B'( and Im&e"i$% B$*+ o(

I*di$ 7a% e%ta:li%#ed 7#ic# %tarted a% pri3ate %#are#older% :ank%9 &o%tly

5uropean% %#are#older%8 uring t#e $ir%t p#a%e t#e gro7t# 7a% 3ery %lo7

and :ank% al%o e6perienced periodic $ailure% :et7een )B)* and )B, 8 T#ere

7ere appro6i&ately ))(( :ank%9 &o%tly %&all8 To %trea&line t#e $unctioning

and acti3itie% o$ co&&ercial :ank%9 t#e ;o3ern&ent o$ India ca&e up 7it#

T#e "anking Co&panie% Act9 )B,B 7#ic# 7a% later c#anged to "anking

Regulation Act )B,B a% per a&ending Act o$ )B1< /Act No8'* o$ )B1


9/90

PHASE II:

;o3ern&ent took &ajor %tep% in t#i% Indian "anking Sector Re$or& a$ter

independence8 In )B


10/90

PHASE III

This phase has introduced many more products and facilities in the

ban in! sector in its reforms measure. "n 1991# under the chairmanship

of $ %arasimham# a committee &as set up by his name &hich &or ed

for the liberali'ation of ban in! practices.

The country is flooded &ith forei!n ban s and their (T$ stations.

)fforts are bein! put to !i*e a satisfactory ser*ice to customers. +hone

ban in! and net ban in! is introduced. The entire system became more

con*enient and s&ift. The financial system of "ndia has sho&n a !reat

deal of resilience. "t is sheltered from any crisis tri!!ered by any e,ternal

macroeconomics shoc as other )ast (sian -ountries suffered. This is all

due to a fle,ible e,chan!e rate re!ime# the orei!n

/eser*es are hi!h# the capital account is not yet fully con*ertible# and ban s and their customers ha*e limited forei!n e,chan!e e,posure.

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2,= NA/IONALI>ED BANKS IN IDNA

"anking Sy%te& in India i% do&inated :y nationali2ed :ank%8 T#e

nationali2ation o$ :ank% in India took place in )B1B :y .r%8 Indira

;and#i t#e t#en pri&e &ini%ter8 T#e &ajor o:jecti3e :e#ind

nationali2ation 7a% to %pread :anking in$ra%tructure in rural area% and

&ake a3aila:le c#eap $inance to Indian $ar&er%8 Fourteen :ank% 7ere

nationali2ed in )B1B8

"e$ore )B1B9 State o$ India /S"I0 7a% only pu:lic %ector :ank in

India8 S"I 7a% nationali2ed in )B


12/90

Punja: National "ank

State "ank o$ "ikaner and aipur

State "ank o$ =ydera:ad

State "ank o$ India /S"I0

State "ank o$ Indore

State "ank o$ .y%ore

State "ank o$ Patiala

State "ank o$ Saura%#tra

State "ank o$ Tra3ancore

Syndicate "ank

UCO "ank

Union "ank o$ India

United "ank o$ India %

Vijaya "ank

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13/90

2,9 PRIVA/E BANKS All t#e :ank% in India 7ere earlier pri3ate :ank%8 T#ey 7ere

$ounded in t#e pre+independence era to cater to t#e :anking need% o$

t#e people8 "ut a$ter nationali2ation o$ :ank% in )B1B pu:lic %ector

:ank% ca&e to occupy do&inant role in t#e :anking %tructure8 Pri3ate

%ector :anking in India recei3ed a $illip in )BB, 7#en Re%er3e "ank o$

India encouraged %etting up to pri3ate :ank% a% part o$ it% policy o$

li:erali2ation o$ t#e Indian "anking Indu%try8 =ou%ing e3elop&ent

Finance Corporation Li&ited /= FC0 7a% a&ong%t t#e $ir%t to recei3e

an JIn principleG appro3al $ro& t#e Re%er3e "ank o$ India /R"I0 to %et up

a :ank in t#e pri3ate %ector8

Pri3ate "ank% #a3e played a &ajor role in t#e de3elop&ent o$

Indian :anking indu%try8 T#ey #a3e &ade :anking &ore e$$icient and

cu%to&er $riendly8 In t#e proce%% t#ey #a3e jolted pu:lic %ector :ank%out o$ co&placency and $orced t#e& to :eco&e &ore co&petiti3e8

M$@o" P"i $te B$*+' o( I*di$

"ank o$ Raja%t#an

"#arat O3er%ea% "ank

A6i% "ank

Cat#olic Syrian "ank

Centurion "ank o$ Punja:

#analak%#&i "ank

Federal "ank

= FC "ank

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14/90

ICICI "ank

I "I "ank

Indu%ind "ank

IN; Vy%ya "ank

a&&u 4 -a%#&ir "ank

-arnataka "ank

-arur Vy%ya "ank

-otak .a#indra "ank

S"I Co&&ercial and International "ank

Sout# Indian "ank

United @e%tern "ank

UTI "ank

>5S "ank

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15/90

IN/ODU!/ION /O /HE

ORGANI>A/ION

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16/90

!OMPANY DES!RIP/ION

A IS BANK

A6i% "ank India9 t#e $ir%t :ank to :egin operation% a% ne7 pri3ate :ank% in)BB, a$ter t#e ;o3ern&ent o$ India allo7ed ne7 pri3ate :ank% to :ee%ta:li%#ed8 A6i% "ank 7a% jointly pro&oted :y t#e Ad&ini%trator o$ t#e%peci$ied undertaking o$ t#e

Unit Tru%t o$ India /UTI+I0 Li$e In%urance Corporation o$ India /LIC0 ;eneral In%urance Corporation Ltd8

Al%o 7it# a%%ociate% 3i28 National In%urance Co&pany Ltd89 t#e Ne7 India A%%urance Co&pany9 T#e Oriental In%urance Corporation and United

In%urance Co&pany Ltd8

A6i% "ank in India today i% capitali2ed 7it# R%8,(


17/90

EVOLU/ION:

UTI 7a% e%ta:li%#ed in )B1, :y an Act o$ Parlia&entM neit#er did t#e

;o3ern&ent o$ India o7n it nor contri:ute% any capital8 T#e R"I 7a% a%ked tocontri:ute one+#al$ o$ it% initial capital o$ R% < crore9 and gi3en t#e &andate o$

running t#e UTI in t#e intere%t o$ t#e unit+#older%8 T#e State "ank o$ India

and t#e Li$e In%urance Corporation contri:uted )< per cent o$ t#e capital

eac#9 and t#e re%t 7a% contri:uted :y %c#eduled co&&ercial :ank% 7#ic#

7ere not nationali2ed t#en8 T#i% kind o$ %tructure $or a unit tru%t i% not $ound

any7#ere el%e in t#e 7orld8 Again9 unlike ot#er unit tru%t% and &utual $und%9

t#e UTI 7a% not created to earn pro$it%8In t#e cour%e o$ nearly $our decade% o$ it% e6i%tence9 it /t#e UTI0 #a%

%ucceeded p#eno&enally in ac#ie3ing it% o:jecti3e and #a% t#e large%t %#are

any7#ere in t#e 7orld o$ t#e do&e%tic &utual $und indu%try8 DD T#e e&ergence

o$ a $oreign e6pert during t#e %etting up o$ t#e UTI &ake% an intere%ting

%tory8 T#e announce&ent :y t#e t#en Finance .ini%ter t#at t#e ;o3ern&ent

o$ India 7a% conte&plating t#e e%ta:li%#&ent o$ a unit tru%t caug#t t#e eye o$

.r8 ;eorge @ood%9 t#e t#en Pre%ident o$ t#e @orld "ank8 .r8 @ood% took a

great deal o$ intere%t in t#e Indian $inancial %y%te&9 a% #e 7a% one o$ t#e

principal arc#itect% o$ t#e ICICI9 in 7#ic# #i% :ank9 Fir%t "o%ton Corporation

"ank9 #ad a %i2ea:le %#are#olding8 .r8 @ood% o$$ered9 t#roug# .r8 "8-8

Ne#ru9 7#o 7a% IndiaD% 56ecuti3e irector on t#e @orld "ank9 t#e %er3ice% o$

an e6pert8 T#e Centre ju&ped at t#e o$$er9 and a%ked t#e R"I to #old up t#e

$inali2ation o$ t#e unit tru%t

Propo%al% till t#e e6pert 3i%ited India8 T#e only point .r8 Sulli3an &ade 7a%

t#at t#e pro3i%ion to li&it t#e o7ner%#ip o$ unit% to indi3idual% &ig#t re%ult in

unnece%%arily re%tricting t#e &arket $or unit%8 @#ile &aking t#i% point9 #e #ad

in &ind t#e practice in t#e US9 7#ere %&all pen%ion $und% are an i&portant

cla%% o$ cu%to&er% $or t#e unit tru%t%8 T#e Centre accepted t#e $oreign

e6pertD% %ugge%tion9 and t#e nece%%ary a&end&ent% 7ere &ade in t#e dra$t

"ill8 T#u%9 :egan corporate in3e%t&ent in t#e UTI9 7#ic# recei3ed a :oo%t

$ro& t#e ta6 conce%%ion gi3en :y t#e go3ern&ent

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18/90

in t#e )BB(+B) "udget8 According to t#i% conce%%ion9 t#e di3idend% recei3ed

:y a co&pany $ro& in3e%t&ent% in ot#er co&panie%9 including t#e UTI9 7ere

co&pletely e6e&pt $ro& corporate inco&e ta69 and pro3ided t#e di3idend%

declared :y t#e in3e%ting co&pany 7ere #ig#er t#an t#e di3idend% recei3ed8

T#e re%ult 7a% a p#eno&enal increa%e in corporate in3e%t&ent 7#ic#

accounted $or


19/90

BUSINESS DES!RIP/ION:T#e "ankD% principal acti3itie% are to pro3ide co&&ercial :anking %er3ice%7#ic# include &erc#ant :anking9 direct $inance9 in$ra%tructure $inance93enture capital $und9 ad3i%ory9 tru%tee%#ip9 $ore69 trea%ury and ot#er related$inancial %er3ice%8

SUBSIDIARIEST#e "ank #a% %et up $i3e 7#olly+o7ned %u:%idiarie%E

A6i% Securitie% and Sale% Ltd89 A6i% Pri3ate 5Kuity Ltd89 A6i% Tru%tee Ser3ice% Ltd89 A6i% A%%et .anage&ent Co&pany Ltd8 and A6i% .utual Fund Tru%tee Ltd8

A6i% Securitie% and Sale% Ltd8 7a% %et up in ece&:er '((< /originallyincorporated a% U"L Sale% Ltd89 rena&ed a% A6i% Sale% Ltd8 in '((?

and no7 rec#ri%tened a% A6i% Securitie% and Sale% Ltd8 on < April '()(0 to&arket credit card% and retail a%%et product%8 T#e o:jecti3e o$ %etting up t#e%u:%idiary 7a% to :uild a %peciali2ed $orce o$ %ale% per%onnel and opti&i2eoperational e$$iciency :y pro3iding greater control o3er t#e %ale% e$$ort inco&pari%on 7it# a irect Sale% Agent / SA0 &odel8 T#e %cope o$ acti3itie% o$t#e %u:%idiary #a% no7 :een enlarged to include retail :roking8

In Octo:er '((19 t#e "ank %et up A6i% Pri3ate 5Kuity Ltd89 pri&arily tocarry on t#e acti3itie% o$ &anaging eKuity in3e%t&ent% and pro3ide 3enturecapital %upport to :u%ine%%e%8

A6i% Tru%tee Ser3ice% Co&pany Ltd8 7a% e%ta:li%#ed in .ay '(( toengage in tru%tee%#ip acti3itie% /e8g8 acting a% a de:enture tru%tee9 t#etru%tee to 3ariou% %ecuriti2ation tru%t% a% 7ell a% ot#er tru%tee%#ip:u%ine%%e%08

A6i% A%%et .anage&ent Co&pany Ltd8 7a% %et up pri&arily to carry

on t#e acti3itie% o$ &anaging a &utual $und :u%ine%% in anuary '((B and int#e %a&e year9 A6i% .utual Fund Tru%tee Ltd8 7a% %et up9 to act a% t#etru%tee $or t#e &utual $und :u%ine%%8 Joi*t Ve*tu"e "u%%an Auto Finance India Pri3ate Li&ited"a%ed on R"I guideline%9 detail% o$ tran%action% 7it# oint VentureCo&panie% are not di%clo%ed %ince t#ere i% only one entity party in t#i%category8

19


20/90

PROMO/ERS:UTI "ank Ltd8 #a% :een pro&oted :y t#e large%t and t#e :e%t FinancialIn%titution o$ t#e country9UTI8 T#e "ank 7a% %et up 7it# a capital o$ R%8 ))e% *'' No

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9, DA/A ANALYSIS F IN/ERPRE/A/ION

,2 .Ci#C $"e 0"ou& do you be%o*0 1A0e ?i'e6

I*te"&"et$tio* :

A$ter looking t#i% :ar grap#9 it can :e %aid t#e &iddle+aged group

are t#e &ain cu%to&er o$ t#e :ank% a% t#ey occupied al&o%t ?oung and old age group people8 =ig# pay package% to

todayG% e&ployed yout# and large %a3ing 7it# t#e old age people

/e%pecially in ur:an area%0 #a% &ade t#e& attracti3e potential

cu%to&er%8

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70/90

,= .C$t i' you" o##u&$tio*

I*te"&"et$tio* :

.o%t o$ t#e %er3ice cla%% people pre$er to open a Sa3ing%

Account in co&pari%on to t#e :u%ine%% cla%% people8 T#i% &ay :e

po%%i:le due to t#e $acility o$ Any7#ere "anking! %uiting t#eir need%

and pre$erence%8

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71/90

,9 P%e$'e '&e#i(y you" $**u$% i*#ome

I*te"&"et$tio*:

Inco&e doe% not &ake any di$$erence a% $ar a% opening t#e

account in t#e A6i% "ank i% concerned9 a% t#e :ar diagra& i% 3i3idly

re3ealing t#at &ore or le%% people o$ e3ery %eg&ent o$ inco&e group

#a3e opened and are opening t#e account e6pert one group i8e8 lo7er

inco&e group 7#ere e&p#a%i% i% reKuired to penetrate t#i% group %o it

can :e %aid t#at t#e target group o$ t#e a6i% :ank9 %pecially $or %a3ing

account are o$ e3ery %eg&ent o$ inco&e group %ince it% i% de3oted to

render :e%t %er3ice% to it% co%tu&er8

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72/90

,8 ?C$t (e$tu"e' $tt"ibute'7 ?Ci%e o&e*i*0 $* $##ou*t

do you e)&e#t ("om $ b$*+

I*te"&"et$tio*:

@#en a cu%to&er 3i%it% any :ank t#e $ir%t and $ore&o%t t#ing #e

e6pect% i% t#e Kuickne%% o$ %er3ice and t#e pro&ptne%% in entertaining

:y t#e :ank e&ployee8 Second t#ing cu%to&er 7i%#e% to #a3e i% proper

in$or&ation regarding #i% Kuerie%8 One t#i% in t#i% :ar al%o really

%igni$icant i%9 $actor like le%% $or&alitie% o$ docu&ent 7#ile opening an

account8 Varietie% o$ product do not &ake a :ig i&pact on cu%to&er

:e#a3ior $or opening an account in any :ank i$ it% %er3ice% are e$$icient8"ut on t#e ot#er #and :ank canGt ignore 7orking #our%8 A% in t#i% :ar

cu%to&er #a% erred it8 For t#e%e %er3ice% like :ank pre$erence %#ould

:e gi3en to &ake a pro&pt and cu%to&er $riendly %er3ice c#annel8 For

t#i% $ocu% &u%t :e gi3en to &ake 7ell in$or&ed and proacti3e e&ployee

along 7it# 7ork %#ould :e e6ecuted tec#nologically rat#er t#an

&anually8

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74/90


75/90

,< You" "em$"+ o* &"odu#t' o( A)i' B$*+

I*te"&"et$tio* :

A% t#i% :ar i% %#o7ing at 7#at le3el people are %a3ed 7it# %a3ing

account9 7it# it% uniKue $acilitie% $eature%9 and a:ility to %er3e all t#e

need% o$ cu%to&er :ecau%e :y and large it can :e %aid ?


76/90

,3 I* #om&$"i'o* to otCe" b$*+ Co? ?ou%d you "$te A)i'

B$*+

I*te"&"et$tio* :

Rating o$ any :ank depend% on it% o3erall per$or&ance in t#e eye

o$ t#e people8 T#i% :ar i% 3i3idly %#o7ing t#at t#e per$or&ance o$ A6i%

:ank #a% :een good :ecau%e in %uc# a %#ort %pan o$ itG% e6i%tence in

t#i% city 7it# %trong co&petition $ro& &ajor pu:lic %ector :ank like S"I

and ot#er pri3ate :ank%9 Rea%on $or t#i% could :e9 it #a% occupied a

di$$erent po%ition in t#e people &ind 7it# it% cu%to&er $riendly product%

and to %er3e t#e& a e$$icient and pro&pt :anking %y%te&8

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77/90

,5 Ho? %o*0 did you" ?$it i* ueue

I*te"&"et$tio* :

A% t#i% :ar grap# %#o7ing


78/90

,24 Do you tCi*+ tCe *umbe" o( #ou*te" $ $i%$b%e $"e

'u((i#ie*t

I*te"&"et$tio*:

A% t#i% :ar grap# %#o7ing 'H people are %u$$icient8 @#ile it

%#ould :e )((H people8

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79/90

S.O/ ANALYSIS

79


80/90

8, S.O/ ANALYSIS

St"e*0tC'

Support o$ 3ariou% pro&oter%

=ig# le3el to %er3ice%

-no7ledge o$ Indian &arket

Strong &anage&ent tea&

Co&pre#en%i3e range o$ $inancial product% 4 Ser3ice%

.e$+*e''e'

Lo7 &arket capitali2ation

Not :een $ully a:le to po%ition it%el$ correctly

A3erage 3olu&e o$ :ranc# net7ork

O&&o"tu*itie'

;ro7ing Indian :anking %ector

People are :eco&ing &ore %er3ice oriented in t#e glo:al &arket

Tec#nological c#ange%

Increa%e o$ ne7 :ranc# net7ork

/C"e$t'

Fro& 3ariou% co&petitor%

Foreign :ank%

;o3ern&ent :ank%

Aggre%%i3e co&petition %trategy a&ong t#e &ain :ank%

5cono&ic uncertainty in glo:al &arket

80


81/90

!ON!LUSION

81


82/90

, !ON!LUSION

In t#i% ti&e o$ econo&y %lu&p9 7#ere all option% o$ In3e%t&ent

lack% t#e intere%t o$ people $or one or ot#er rea%on9 F %till re&ain% at

t#e top in t#e &ind o$ people a% a kno7n con3enient and re7ard

earning option $or in3e%ting t#eir #ard earned %a3ing%8 =o7e3er $alling

:ank% rate% #a3e certainly le%%en t#e $ait# o$ people in it9 :ut %till it

re&ain% t#e $ir%t c#oice o$ %&all in3e%torG% :ecau%e it i% %ynony&ic 7it#

%a$e and $i6ed return gi3ing alternati3e $or in3e%t&ent o$ %a3ing%8 T#e

need o$ t#e #our i% %a$ety and %ecurity9 #ig# ri%k i% out8 Recent glo:al

econo&y %lo7do7n #a% &ade negati3e in$luence on let in3e%torperception o$ %ecurity8 @it# t#e arri3al o$ pink %lip %olute9 people 7#o

7ere %pending a% t#oug# t#ere 7ill no to&orro7 #a3e turned %a3er%8

And %a3er% are looking &uc# &ore clo%ing at in3e%t&ent a3enue% in

order to opti&i2e t#eir return% at lea%t ri%k8

@e $ound t#atE+

Sa3ing% $ro& t#e :ack:one $or F &arket8 Sa3ing% o$ people are

&ainly a$$ected :y t#ree $actor%8

)8 Inco&e Q #ig#er t#e inco&e9 #ig#er t#e %a3ing%8

'8 Con%u&ption Q #ig#er t#e con%u&ption9 lo7er t#e %a3ing%8

*8 In$lating Q #ig#er t#e in$lating rate9 lo7er t#e %a3ing%8

A6i% "ank %a3ing product i% #ig#ly popular due to it% 3ariou%

$acilitie%9 any7#ere :anking 7it# AT. and e:it Card8In ca%e o$ %pecial %a3ing Account9 i$ :ank pro3ide% t#e c#eKue%

pickup $acility t#en it can tap out &ore nu&:er o$ tru%t% and

%ociety8

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RE!OMMENDA/ION F SUGGES/ION

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;, RE!OMMENDA/ION F SUGGES/ION

.o%tly %er3ice cla%% per%on% pre$er t#e a6i% :ank in t#e

co&pari%on o$ :u%ine%% and %tudent% and ot#er cla%% per%on%

t#u% it need% to pro&ote it% product and %er3ice% t#at are o$$ered

&ainly $or t#e :u%ine%% cla%% people and %tudent%8 "ecau%e

t#e%e t7o cla%% $or&% &ajor u%er% o$ t#e :anking %er3ice%8

A6i% :ank i% nor&ally not u%ing properly $or t#e current account

%o it% popularity ratio i% Kuite do7n8 T#i% :ank nor&ally u%ing $or

t#e long ter& planning like %a3ing and F 8

T#i% :ank i% not in3e%ting &ore into t#e &arketing %ector %o I 7ill

%ugge%t t#at %o&e o$ t#e part o$ inco&e it in3e%ting in t#e

ad3erti%ing and &arketing %ector8

Into t#e co&pari%on o$ ot#er :ank it% per$or&ance i% Kuite good

:ut not an e$$ecti3e %o t#i% &ay :e doing t#e rate% 7ere do7n

7it# %o&e ot#er $acilitie%8

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RE!OMMENDA/IONS /O /HE !OMPANY /O GAIN UPPERMARKE/ SHARE:

UTI "ank 7a% one o$ t#e $ir%t pri3ate :ank% to launc# operation% in t#ecountry in )BB,9 a$ter t#e ;o3ern&ent o$ India pa%%ed a re%olution in $a3or o$pri3ati2ation8 An IT %a33y :ank9 UTI "ank i% a pioneer in adopting ne7tec#nologie% in t#e :anking %ector8 UTI #a% a 3ery large net7ork o$ :ranc# o$$ice% and e6ten%ion counter% acro%% t#e country8 @it# o3er )?((

AT.%9 UTI "ank #a% t#e large%t AT. net7ork o$ it% kind in India8

!RM:Pri3ati2ation opened up t#e Indian :anking %ector9 allo7ing a large nu&:er o$player% to o$$er retail :anking %er3ice% in t#e country8 U%ing t#e late%ttec#nologie%9 UTI "ank introduced Kuality %er3ice% to en#ance t#e :anking

e6perience o$ it% cu%to&er%8 A% t#e %er3ice% %tack e6panded9 %upportingcu%to&er% :eca&e a c#allenging ta%k8 5$$icient %er3ice and ti&ely %upport7ere t#e deciding $actor% $or cu%to&er% to re&ain loyal to any particular:ank9 7#ic# :roug#t Cu%to&er Relation%#ip .anage&ent /CR.0 into %#arp$ocu%8

BPO:UTI "ank 7anted to e%ta:li%# it%el$ a% a cu%to&er $ocu%ed :ank and car3e anic#e $or it%el$ a&id%t t#e 7ide%pread co&petition8 Setting up a %tate o$ t#eart call center $acility t#at could pro3ide Kuality %upport to cu%to&er% acro%%

t#e country :eca&e 3ital to $urt#er t#i% goal8 T#e call center 7a% e6pected toeli&inate t#e load o$ routine Kuerie% t#at :ranc# operator% #ad to #andle8

A dedicated re%pon%e center 7ould allo7 :ranc# operator% to di3ert allcu%to&er%G Kuerie% to t#e #elpde%k nu&:er and $ocu% on t#eir corere%pon%i:ilitie% in%tead8 Al%o9 a %ingle 7indo7 %er3ice 7it# a populatedkno7ledge:a%e 7ould introduce a #ig# degree o$ %tandardi2ation in t#ereplie% gi3en to cu%to&er Kuerie%8 T#e :ank 7a% al%o looking to a3oid a%ituation 7#ere cu%to&er% 7ould :e put on #old $or long period% o$ ti&e8 A$ailo3er and redundancy %olution 7a% reKuired to guarantee #ig# a3aila:ilityo$ %er3ice% and en%ure uninterrupted call tra$$ic8 For #andling large call3olu&e%9 t#e application in$ra%tructure 7a% al%o reKuired to :e per$ectly%cala:le8 T#e :ank 7anted a %olution t#at could acco&&odate gro7t# o3er along period o$ ti&e8

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APPENDI

86


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88/90

W8* Plea%e %peci$y your annual inco&e

a0 Le%% t#an ) lak#

:0 ) to ' lak#

c0 ' to * lak#d0 * to , lak#

e0 .ore t#an , lak#

W8, @#at $eature% attri:ute%9 7#ile opening an account do you

e6pect $ro& a :ank

a0 Wuick Ser3ice%

:0 Variety o$ product%

c0 Le%% $or&alitie% o$ docu&ent%

d0 @orking #our%

e0 Proper in$or&ation

W8< @#at kind o$ account do you #a3e in A6i% "ank

a0 Sa3ing Account

:0 Current Account

c0 Fi6ed epo%it%

d0 NRL Account

W81 @#o in$luenced to open an account in A6i% "ank

a0 "ank 5&ployee%

:0 Pro%pectu%

c0 Ad3erti%e&ent

d0 Friend and Relati3e 7ould you reco&&end

88


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W8? >our re&ark on product% o$ A6i% "ank

a0 56cellent

:0 ;oodc0 A3erage

d0 Poor

W8 In co&pari%on to ot#er :ank #o7 7ould you rate A6i% "ank

a0 56cellent

:0 ;ood

c0 A3erage

d0 Poor

e0 CanGt Say

W8B =o7 long did your 7ait in Kueue

a0 >e%

:0 No

W8)( do you t#ink t#e nu&:er o$ counter a3aila:le are %u$$icient

a0 >e%

:0 No

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3, BIBLIOGRAPHY

.eb'ite'

7778a6i%:ank8co&

7778in$inancial%8co&

7778a6i%:ank8co& 6&lapplication a:outu% $inancial% i&age% An

nual + Report + '()(8 P F8

anjali project report

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