mohit project final for printing

8/8/2019 Mohit Project Final for Printing

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A PROJECT REPORT

ON

BANKING SERVICES OF PRIVATE AND PUBLIC SECTOR BANKS

(A CASE STUDY OF HDFC, ICICI, SBP, PNB)

Submitted to Punjab Technical University, Jallandhar in partial fulfillment of the

requirements for the degree of

MASTER OF BUSSINESS ADMINISTRATION

(2008-2010)

Submitted by

MOHIT GARG

Roll No: 80916317019

SHRI RAGHU NATH RAI MEMORIAL SCHOOL OF MANAGEMENT

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ACKNOWLEDGEMENT

Survey is an excellent tool for learning and exploration. No classroom routine can substitute which is possible

while working in real situations. Application of theoretical knowledge to practical situations is the bonanzas of

this survey. Without a proper combination of inspection and perspiration, its not easy to achieve anything.

There is always a sense of gratitude, which we express to others for the help and the needy services they render during the different phases of our lives. I too would like to do it as I really wish to express my gratitude toward

all those who have been helpful to me directly or indirectly during the development of this project.

I would like to thank my Lecturer Mrs. SHUBHKAMNA who was always there to help and guide me when I

needed help. His perceptive criticism kept me working to make this project more full proof. I am thankful to her

for his encouraging and valuable support. Working under her was an extremely knowledgeable and enriching

experience for me. I am very thankful to her for all the value addition and enhancement done to me. No words

can adequately express my overriding debt of gratitude to my parents whose support helps me in all the way.

Above all I shall thank my friends who constantly encouraged and blessed me so as to enable me to do this

work successfully.

MOHIT GARG

MBA 4th SEM,

80916317019

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CERTIFICATE

This is to certify that MR MOHIT GARG of MBA 4 th semester of SRMSM Ram Nagar, Banur Distt-

Patiala has completed his project report on the topic of Banking services of Public and Private Sector

Banks under the supervision of Mrs. SHUBHKAMNA MAM. To best of my knowledge the report is originaland has not been copied or submitted anywhere else. It is an independent work done by her.

Mrs. SHUBHKAMNA

SRMSM

Ram Nagar, Banur

Distt-Patiala.

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DECLARATION

I hereby declare that this Project Report entitled Banking services of Public and Private Sector Banks

submitted in the partial fulfillment of the requirement of Master of Business Administration (MBA) of Shri

Raghunath Rai Memorial School of Management Ram Nagar, Banur Distt-Patiala is based on primary &secondary data found by me in various departments, books, magazines and websites & Collected by me.

MOHIT GARG DATE:

MBA 4th SEM.

Roll No. 80916317019

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CERTIFICATE

This is to certify that the project report entitled Banking services of Public and Private Sector Banks is true

record of work done by MOHIT GARG , and submitted in partial fulfillment of the requirements of MBA

program of Shri Raghunath Rai Memorial School of Management Ram Nagar, Banur Distt-Patiala

FACULITY GUIDE

Mrs. SHUBHKAMNA

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TABLE OF CONTENTS

SR. NO. TRADING THROUGH TECHNICAL ANALYSIS PAGE NO.

ACKNOWLEDGEMENT

CERTIFICATE BY PROJECT GUIDE

DECLARATION

01 INTRODUCTION OF PROJECT

1 HDFC BANK

2 STATE BANK OF INDIA

3 ICICI BANK

4 PUNJAB NATIONAL BANK

02 LITERATURE REVIEW

03 RESEARCH METHODOLOGY OBJECTIVE OF THE STUDY

RESEARCH METHODOLOGY

LIMITATIONS OF THE STUDY

04 DATA ANALYSIS & INTERPRETATION

05 FINDINGS & COMPARISON

BIBLIOGRAPHY

QUESTIONNAIRE

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CHAPTER - 1

INTRODUCTION

OF

PROJECT

INTRODUCTION OF PROJECT

Traditionally, the banking business used to mean lending, borrowing and money remittance only. In the current

scenario the banks have much more services and schemes, in their domain, than ever before. In addition to the

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traditional services, banks are offering man specialized i.e. specially designed services and schemes meant to

serve the specific needs of the customers. Banking sector has become, probably, the most important financial

sector, not in just terms of turnover, profits and employment, but also in its paramount impact on the other

spheres of the economy.

Till 1960s banks were essentially commercial and business organizations. Their business was mainly acceptingdeposit for the purpose of lending with the eye on the increasing profits for the benefits of their shareholders. In

addition to the disbursement of credit, certain facilities for remittance, collection of chques/bills safe keeping of

articles were provided. Since 1960s in India banking has gone a rapid change than any ware in the certain

directions, with launching of successive five year plans by government.

The modern banking is the out come of the nationalization of bank in 1969 that hit banking harder than it

would have been. Before Nationalization Indian banks were out of mainstream of modern banking in thought

and practice. To offer specialized services, the SBI re-organizes itself in 1972 into four major market segment

viz. commercial and institutional segment, agriculture segment small industry segment and service banking

segment. Later the bank followed customer-oriented segmentation. In recent year financial industry has been

invaded many non banking institutions like post offices, LIC, UTI, Co-operative banks and other financial

agencies.

HDFC BANK

The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in

principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the

RBI's liberalization of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the

name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations

as a Scheduled Commercial Bank in January 1995.

Savings Accounts:-

These Accounts are primarily meant to inculcate a sense of saving for the future, accumulating

funds over a period of time. Whatever your occupation, we are confident that you will find the

perfect banking solution.

Open an account in your name or register for one jointly with a family member today.

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Current Accounts:-

Now, with an HDFC Bank Current Account, experience the freedom of multi-city banking! You

can have the power of multi-location access to your account from any of our 535 branches in 228

cities. Not only that, you can do most of your banking transactions from the comfort of your

office or home without stepping out. We make it our business, to help you with your business, by

offering you a Current Account with all the benefits you need, to stay ahead of your competition.

At HDFC Bank, we understand that running a business requires time and money, also that your

business needs are constantly evolving. That's where we come in. We provide you with a choice

of Current Account options to exclusively suit your business - whatever the size or scope. Open

an HDFC Bank Current Account & control your business operations centrally.

Fixed Deposits :-

Long-term investments form the chunk of everybody's future plans. An alternative to simply

applying for loans, fixed deposits allow you to borrow from your own funds for a limited period,

thus fulfilling your needs as well as keeping your savings secure.

Lo

ans

:-

Regular Salary

Savings Plus Classic No Frills PayrollRetail Trust Regular

Kids Advantage PremiumPension Savings Defence

Family Savings Reimbursement

Plus Trade Premium

Regular

Regular Fixed Deposit Supersaver Sweep-In

5 Year Tax Saving Fixed Deposit

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Personal loan:

Whatever the occasion, our range of Personal Loans can help. The procedure is simple,

documentation is minimal and approval is quick.

Features & Benefits:

Borrow up to Rs 10, 00,000 for any purpose depending on your requirements.

Flexible Repayment options, ranging from 12 to 48 months

Repay with easy EMIs.

One of the lowest interest rates.

Hassle free loans - No guarantor/security/collateral required. Speedy loan approval.

Convenience of service at your doorstep.

HDFC Home Loans

HDFC Bank brings HDFC home loans to your doorstep. With over 25 years of experience, a

dedicated team of experts and a complete package to meet all your housing finance needs, HDFC

Home Loans, helps you realize your dream.

Features & Benefits

Home Loan

We offer home loans for individuals to purchase (fresh / resale) or construct houses. Home

loans can be applied for individually or jointly. HDFC finances up to 85% maximum of the

cost of the property (Agreement value + Stamp duty + Registration charges).

Home Improvement Loan

HIL facilitates internal and external repairs and other structural improvements like painting,

waterproofing, plumbing and electric works, tiling and flooring, grills and aluminums

windows. HDFC finances up to 85% of the cost of renovation (100% for existing customers).

Home Extension Loan 10


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HEL facilitates the extension of an Existing dwelling unit. All the terms are the same as

applicable to Home Loan

Land Purchase Loan

Be it land for a dream house, or just an investment for the future, HDFC Land Purchase Loan

is a convenient loan facility to purchase land. HDFC finances up to 70% of the cost of theland (Conditions Apply). Repayment of the loan can be done over a maximum period of 10

years.

Choose from Fixed Rate or Floating Rate With options to structure your loan as Partly

Fixed or Partly Floating.

Flexible repayment options to suit your individual needs.

Loan cover Term Assurance Plan HDFC Standard Life Insurance Company Ltd. offers

an insurance plan*, which is designed to ensure that life's uncertainties do not affect your

family's interests and your precious home. LCTAP provides a lump-sum payment on the

unfortunate demise of the life assured.

Automated Repayment of Home loan EMI

You can give us standing instructions to repay your Home Loan EMIs directly from your

HDFC Bank Savings Account, thus, saving you the trouble of procuring, signing and

tracking post-dated cheques.

Customer privileges

If you are an existing HDFC Bank Home Loan customer, you can avail of other loans (such

as Personal Loans, Car Loans, Two-wheeler Loans and Loan against securities ) at lower

interest rates.

Two Wheeler loan :11


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Whichever the bike, our two wheeler loan is the answer. With quick approvals, flexible

payment options and easy repayment - we'll help you buy the bike you desire.


Flexible repayment options, ranging from 12 to 48 months available even at the point of

purchase.

Repay through post-dated cheques with easy EMIs. Calculate your EMI.

Hassle free loans - No guarantor required.

Speedy loan approval.

Available for almost all models at attractive interest rates.

Free gifts from time to time on approval of your Two Wheeler Loan.

Special Schemes to suit your needs

New Car Loan:-

Just decide on the make & model and our New Car Loan will bring it to your driveway in no

time.


Covers the widest range of cars and multi-utility vehicles in India.

Avail 100% finance on your favorite car.

Flexible repayment options, ranging from 12 to 84 months.

Borrow up to 3 times your annual salary (for salaried professionals) and 6 times your annual

income (for self employed professionals).


Attractive car loan plans - To Fastrack your loan , just choose the plan that is right for you. Attractive Interest rates.

Hassle-free documentation.

Express loans: -

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We now offer Express Loans to help fulfill all your needs. The procedure is simple,

documentation is minimal and approval is quick.


Borrow from Rs 10,000/- to 75,000/- for any purpose depending on your needs. Flexible repayment options, ranging from 12 to 36 months.


One of the lowest interest rates in the market.

Hassle free loans - No guarantor/security/collateral required.

Gold loan:-

With HDFC Bank's Gold Loan, you can get an instant loan against your gold jewellery and

ornaments. The procedure is simple, documentation is minimal and approval is quick.


Borrow up to Rs. 10, 00,000 for any purpose depending on your requirements.

Flexible Repayment options, ranging from 3 to 12 months.

Get highest loan amount on your gold jewellery.

Repay the loan at maturity. No hassle of EMI.

One of the lowest interest rates.

Loan against Securities:-

Get liquidity from your investments, without you having to sell them. With HDFC Bank's

Loan against Securities , you can get an overdraft against your securities like Equity Shares,

Mutual Fund Units, GOI Relief Bonds, LIC Policies, NSC, KVP, UTI Bonds (6.60% ARS &

US64 Bonds) and Gold Deposit Certificates, while still retaining ownership.

And the best part is that you can continue to enjoy all your shareholder benefits such as rights,

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dividends and bonuses. Loan available to NRI's against Shares, Mutual Funds, US64 Bonds,

UTI 6.60% ARS Bonds.


You can enjoy the benefits of your securities and still avail a loan on the same.

No EMI's

No Post Dated cheques

No Pre-payment charges

Interest charged only on utilized amount Up to 90% loan

Exhaustive number of approved securities.

Overdraft facility can be availed against pledge of:

Equity Shares- Demat Shares up to 50% of the value. See approved scrips.

Mutual Fund units - Mutual Funds up to 50% of NAV (Net Asset Value). See approved

Mutual Fund Schemes.

GOI Relief Bonds

LIC Policies

National Savings Certificate (NSC),

Kisan Vikas Patra (KVP)

UTI Bonds (6.60% ARS Bonds & US64 Bonds)

Single Scrip Lending - Lending up to 50% of the value with any Depository Participant. (please

contact us to know the drawing power of the scrips) Click here to know more.

Minimum loan amount: Rs. 50,000 /

Pay interest only on the amount outstanding and only for the time you use it. Interest is calculated on the daily outstanding balance and debited to your account every month

end.

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Shares can be pledged from any Depository (NSDL or CDSL) and any Depository Participant

across the country.

For availing the overdraft facility, the securities need not necessarily be in your name.

To receive the overdraft amount, a Current Account with an overdraft limit is created in your

name. This entitles you to all the Current Account benefits like FREE International Debit Card,

FREE Phone Banking, And FREE Net Banking.

Loan against property :-

HDFC Bank brings to you L oan against P roperty (LAP) . You can now take a loan against your

residential or commercial property, to expand your business, plan a dream wedding, and fund

your child's education and much more. You can depend on us to meet all your business

requirements even to purchase a new shop or office for your business. L oan to purchase

C ommercial P roperty (LCP) is a specially designed product to help you expand your businesswithout reducing the capital from your business.


1 Loans from Rs. 2 Lacs onwards depending on your needs.

2 Borrow up to 60% of market value of the property.

3 Flexibility to choose between an EMI based loan or an Overdraft - We also offer to you

overdraft against your self-occupied residential or commercial property and you save money by

paying interest only on the amount utilized!

4 High tenure loans for ease of repayment.

5 Attractive interest rates.

6 Simple and speedy processing.

7 Specially designed products for Self Employed.

CARDS:-

Banks range of Cards helps you meet your financial objectives. So whether you are looking to

add to your buying power, conducting cashless shopping, or budgeting your expenditure, you

will find a card that suits you.

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Credit Cards

Besides arming you with unmatched spending power, our Credit Cards are designed to

meet your unique needs. Choose one that's tailored for you.

Silver credit card


Earn while you spend With us, money spent is money earned. For every Rs. 100 you spend,

you earn 2 reward points. You can redeem these accumulated points for exciting gifts and offers from

our exclusive rewards program.

Add on cards Get up to 3 supplementary cards for your spouse, parents, siblings (own

brother/sister), son and/or daughter (over 18 years) and allow them to enjoy the many benefits of a

HDFC Bank International Silver Credit Card.

Zero liability on lost card Report your credit card loss immediately to our executives at our

24-hour call centers. After reporting to us, you carry zero liability on any fraudulent transactions on your

card.

Widely accepted at over 110,000 merchant establishments across India and Nepal and close

to 18 million merchant establishments around the world.

Value plus Credit Card A true value card that enables you to avail 5% cash back on all

your purchases.

Health plus Credit Card Cashless Medi claim, discounts at participating hospitals, extra

protection for your family. You can rest assured with the Health plus Credit Card

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Premium Cards: Much more than just snob value:

Gold Credit Card:-

A card to match your lifestyle with features like International Business Travelers' Club (IBTC)

membership, special offers on air tickets and rewards redemption for air miles.

Titanium Credit Card :-

Limited Edition card with 24X7 concierge services, zero surcharge on fuel and accelerated two-

tier rewards programmed.

Corporate Credit Card :

It's not just a card, its a designation. HDFC Bank Corporate card comes with a unique 24x7

Expense management solution called SMART DATA ONLINE, powered by MasterCard

International.

Debit Cards :

What if you could carry your bank account with you? HDFC Bank Debit Cards give you

complete and instant access to the money in your accounts without the risk or hassle of carrying

cash. Choose from:

Easy Shop International Debit Card :Upgrade your ATM card to a Visa or Maestro Debit Card. Use it to shop at thousands of

establishments and earn fabulous discounts.

HDFC Services :-

With HDFC Bank's payment services, you can bid goodbye to queues and paper work. Our range

of payment options make it easy for you to pay for a variety of utilities and services.

Woman's Gold Card

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Verified By Visa:

Do you want to be worry free for your online purchases? Now you can shop securely online with your

existing Visa Debit/Credit card.

Net Safe: Now shop online without revealing your HDFC Bank Credit Card number.

Prepaid Mobile Refill :-

You can now recharge your Prepaid Mobile Phone with this service.

Bill Pay:-

Pay your telephone, electricity and mobile phone bills at your convenience. Through the

Internet, ATMs, your mobile phone and telephone - with Bill Pay, our comprehensive bill

payments solution.

Visa Money Transfer:-

Transfer funds to any Visa Card (debit or credit) within India at your own convenience

through HDFC Bank's Net Banking facility.

ATM SERVICES:-

You can enjoy the following benefits at any of our over 1471 ATM across India.

24-hour access to cash - Withdraw up to Rs.10, 000/- per day on your ATM Card and up

to Rs. 15,000 on your Debit Card. The fast cash option saves your time by providing the cash in

denominations of Rs.500/-.

View Account Balances & Mini-statements - Get details of the last 9 transactions on

your account with the mini-statement, along with your balance.

Order a Cheque Book / Account Statement

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Transfer Funds between accounts - You can also transfer money from one of your

accounts to another. Both accounts must be linked to your ATM Card and Customer ID. A

maximum of 5 saving and 5 Current Accounts can be linked.

Refill your Prepaid card - If you are an HDFC Bank Account holder and a prepaid

customer, you can now refill your prepaid card with our Prepaid Refill service.

Pay your utility bills - Pay your cellular, telephone and Electricity bills through the

ATM using Bill Pay, a comprehensive bill payments solution. Know more about Bill Pay.

Deposit cash or cheques - You can deposit cash or cheques into your account and the

ATM will immediately print a receipt for the same.

Change your PIN - You can conveniently change your PIN (given at the time of opening

your account) whenever you wish.

Learn about all our other products - Simply select a product and all the information

you require will be displayed on the screen.

Net Banking:-

Net Banking is HDFC Bank's Internet Banking service. Providing up-to-the-second account

information, Net Banking lets you manage your account from the comfort of your mouse -

anytime, anywhere.

Features: View Account Balances & Statements.

Transfer Funds between accounts

Create Fixed Deposits Online

Request a Demand Draft

Pay Bills

Order a Cheque Book

Request Stop Payment on a Cheque

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Uses of Net Banking: Internet Banking is the most convenient and powerful way to manage your account.

Net Banking is Real Time, giving you up-to-the-second details on your account.

It can be accessed anytime, from anywhere, giving you complete control over your finances

There are no queues to stand in, or turns to wait for. With Net Banking you are in control.

HDFC Bank's Net Banking service is secure. Using industry-standard technologies and

infrastructures, our service gives you peace of mind.

Our phone is now our bank!

When you dial in to Phone Banking, a voice prompt will guide you through the various transactions.

You may also talk to a Phone Banker, who will provide you with the required assistance.

Services via Phone Banking: Check your account balance

Get up-to-the-second details of your Savings or Current Accounts and your Fixed Deposits.

You can also get the details of the last 5 transactions on your account, or have a mini

statement of last 9 transactions faxed across to you.

Enquire on the cheque status

You can use Phone Banking to check on the status of cheques issued or deposited from

anywhere in India.

Order a Cheque Book / Account Statement

Just call Phone Banking and get your Cheque Book or latest Account Statement delivered at

your doorstep.

Stop Payment Stop payment of a single cheque or a series of cheques, 24 hours a day.

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Loan related queries

Get details of the outstanding loan amount, enquire about your loan account, request for an

interest certificate and repayment schedule, etc. Just call Phone Banking in your city and dial

4 to speak to our Phone Banker

Open a Fixed deposit or Enquire on your Fixed deposits / TDS*# -

Talk to our Phone Banker to easily open a Fixed Deposit over the phone, by simply

authorizing a transfer of funds from your Savings Account.

Transfer Funds between accounts*# -

You can also transfer money from one of your accounts to another. Both accounts must be

linked to your Customer ID. You can transfer amounts up to Rs 1 Lac in a single day.

Pay your bills

Pay your cellular, telephone, electricity and HDFC Bank Credit Card bills through Phone

Banking using Bill Pay, a comprehensive bill payments solution

Request a Demand Draft / Manager's Cheque #** -

Call Phone Banking and get a Demand Draft / Manager's Cheque delivered to your doorstep

Report loss of your ATM / Debit Card / Forex Plus Card

If your ATM / Debit / ForexPlus Card are lost, call any Phone Banking number to deactivate

your card(s).

Learn about all our other products

Get details on HDFC Bank products & services by talking to our Phone Banker visiting the

branch or ATM!

We can register for any or all of the following alerts:

Debit transactions greater than Rs. 5,000/ Rs.10, 000/ Rs. 20,000/Rs. 50,000

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Credit in account greater than Rs. 5,000/ Rs.10, 000/ Rs. 20,000/Rs. 50,000

Account Balance below Rs. 5,000/ Rs.10, 000/ Rs. 20,000/Rs. 50,000-

Weekly account balance

Salary Credits

Utility bill payment due Alert

STATE BANK OF INDIA

The Bank is actively involved since 1973 in non-profit activity called Community Services Banking. All

our branches and administrative offices throughout the country sponsor and participate in large number

of welfare activities and social causes. Our business is more than banking because we touch the lives of

people anywhere in many ways. Our commitment to nation-building is complete & comprehensive

TERM DEPOSITS:-

Now you can earn a higher income on your surplus funds by investing those with us. bank

provide security, trust and competitive rate of interest.

Flexibility in period of term deposit from 7 days to 10 years.

Affordable Low Minimum Deposit Amount: You can open a term deposit with SBI for a

nominal amount of Rs.1000/- only. Flexibility in choosing the amount you wish to invest and the maturity period.

Automatic Renewals

There is no need for you to keep track of the maturity of your deposits. Your deposits with us will be

renewed automatically, post maturity.

Flexibility to covert your Special Term Deposit to Term Deposit and vice versa You can convert your special Term Deposit to a Term Deposit to receive

monthly/quarterly interest payments to match your financial requirements.

You can also convert your Term Deposit to a Special Term Deposit, which provides

compounded rate of interest to multiply your money faster.

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RECURRING DEPOSIT:-

Want to create a fund for your children's education or marriage or to buy a car or for a dream

holiday? Whatever may be your financial goals, through our Recurring Deposit Scheme you can

save a little every month so that at the time of need you have sufficient funds to achieve your

financial goals. Recurring Deposit provides you the element of compulsion to save at high ratesof interest applicable to Term Deposits along with liquidity to access that savings any time. So

set aside a small amount every month and earn at compounded rates of interest.

Wide Choice in Period of Deposit :- Flexibility in period of deposit with maturity ranging from 12 months to 120 months.

Low minimum monthly deposit amount.

You can start a Recurring Deposit with SBI for a monthly instalment of Rs.100/- only.

HOUSING LOAN:-

Home is where the heart is! At SBI, we understand this better than most the toil and sweat that

goes into building/ buying a house and the subsequent pride and joy of owning one. This is why

our Housing loan schemes are designed to make it simple for you to make a choice at least as far

as financing go.

Unique features:

No cap on maximum loan amount for purchase/ construction of house/ flat

Option to club income of your spouse and children to compute eligible loan amount

Provision to club expected rent accruals from property proposed to compute eligible loan

amount

Provision to finance cost of furnishing and consumer durables as part of project cost Repayment permitted up to 70 years of age

Free personal accident insurance cover

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BI-Flexi Home Loans:-

A customized product designed to enable borrowers to hedge their Home Loan against

unfavorable movement in interest rates. The product gives you a one time irrevocable option to

choose one of the three customized combinations of fixed and floating interest rates and also to

choose the order in which the fixed and floating rate will be availed.

SBI-Maxgain Home Loans:-

An innovative and customer-friendly product to enable you to earn optimal yield on your

savings and minimize interest burden on Home Loans, with no extra cost. The loan is granted as

an Overdraft facility with the added flexibility for you to operate your Home Loan Account likeyour SB or Current Account

SBI-Realty Home Loans':-

A unique product if you are on the look out for a loan to purchase a plot of land for house

construction. The loan is available for a maximum amount of Rs.20 lacs* and with a

comfortable repayment period of up to 15 years.

SBI-Freedom Home Loans':-

A revolutionary product designed for customers who are on the look out for a source of finance

for a property they want to invest in without mortgaging the same. All you have to do is pledge

any financial security that you have and you will get a Home Loan for your dream home.

SBI-OPTIMA ADDITIONAL HOME LOANS

SBI-HOMELINE SPECIAL PERSONAL LOANS

Innovative and value added products extended to existing Home loan borrowers with a

satisfactory repayment record of 3 years and whose loan is Standard Asset, with a view to

reinforce the customer loyalty and to maintain long term relationship with the borrowers.

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In case of take-over of Home Loans from other Banks/HFCs, the borrower should have fulfilled

the above conditions with the present Bank/HFC.

OTHER HOME LOANS SCHEMES:-'SBI Gram Niwas' Rural Home Loans, Home Loans under 'Prashasan Plus' , 'Teacher Plus'

and 'Oil Plus' : 25 bps below applicable card rates for the respective tenures (fixed rate loans

only up to 10 years and subject to 'force majeure' clause and interest rate reset at the end of every

two year on the basis of fixed interest rates prevailing then).

CAR LOAN:-

Move ahead in life with SBI Car Loans! If you have been putting off purchasing that car, we

invite you to go through our Car Loans scheme. Low interest rates, easy repayment options, total

transparency, Low processing charges, finance to include vehicle registration charges, insurance

and one time road tax.

Type of Loan:-

a. Term Loan

Overdraft

o For New vehicles only

Minimum loan amount: Rs. 3 lacs.

SBI SARAL PERSONAL LOAN:-

Do you want funds readily available to you whenever you desire or need, be it a sudden vacation

that you plan with your family or urgent funds required for medical treatment? SBI Saral -

Personal Loan is the answer to your questions. Access this facility from over 3000 branchesacross the country and confidently face the challenge of meeting any kind of personal expenses!

EDUCATION LOAN:-

A term loan granted to Indian Nationals for pursuing higher education in India or abroad where

admission has been secured.

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LOAN TO PENSIONERS:-

If you are a Central or State Government pensioner drawing your pension through one of our

branches and are not more than 72 years of age, you can avail of a loan from your branch to meetyour personal expenses. We understand you may have an urgent or unexpected need for funds or

a family obligation to be fulfilled and appreciate your association with us. You can avail a loan

of up to a maximum of 12 months pension, subject to a ceiling of Rs.1,00,000. The

documentation is easy.

PROPERTY LOAN:-

A dream comes true! An ALL PURPOSE LOAN for anything that life throws up at you!! Do

you need funds for a Marriage ceremony, want to take your family to a well-deserved holiday or

for a sudden medical emergency? You have some property, but would rather not sell it? Then

why not avail of this ALL PURPOSE LOAN from SBI? SBI now makes it very much possible

for you to only keep your property but also have liquid funds.

LOAN AGAINST SHARES \ DEBENTURES:-

Do you need urgent cash but you don't wish to sell or liquidate your holding of shares?

Leverage your investments in shares, debentures, public sector bonds and Government securities

for loans to meet unforeseen expenses!! You need not miss out on the next stock market boom!!

Avail of loans up to Rs.20.00 lacs against your shares/debentures to enable you to meet

contingencies, personal needs or even for subscribing to rights or new issue of shares.

RENT PLUS:-

NAME OF SCHEME RENT PLUS \MEDI-PLUS SCHEME

For spreading smiles and cheers on the faces of our customers, we've launched a new loan

scheme keeping specialized medical treatments in mind - a scheme that we call Medi Plus.

List of Diseases :-

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Corneal implant

Orthodontic treatment - fixed tooth implant

Angioplasty

Congenital heart surgery

Heart Valve replacement surgery

GIFT - In-vitro technique for child bearing

Serious accidents and multiple injuries surgery

Coronary artery bypass graft surgery

Hip and knee replacement surgery

Penile implant surgery

Laser assisted hatching

ICICI BANK

In 1955, The Industrial Credit and Investment Corporation of India Limited (ICICI) was

incorporated at the initiative of World Bank, the Government of India and representatives of Indian

industry, with the objective of creating a development financial institution for providing medium-

term and long-term project financing to Indian businesses.

Savings Account

Features:

1 The ICICI Bank Ncash debit card is a debit-cum-ATM card providing you with the

convenience of acceptance at merchant establishments and cash withdrawals at ATMs.

2 The next time you want to withdraw cash from your ICICI Bank Savings account , just walk

into any bank's ATM and use your ICICI Bank ATM-cum-Debit card for free. The above

benefit is available to individual domestic Savings Account holders on maintenance of a

quarterly average balance of more than Rs.10, 000 in the savings account in a quarter. The above

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3 Money Multiplier Facility

4 Anywhere Banking - This facility entitles the account holder to withdraw or deposit cash upto a

limit of Rs.50, 000 across all ICICI Bank branches.

5 You can give us various types of standing instructions like transferring to fixed deposit accounts

at regular intervals.

Types of saving accounts:-

Debit-cum-ATM card

Money Multiplier Feature

Internet Banking

Phone Banking

Anywhere Banking

Standing instructions

Nomination facility

Doorstep service

Special Savings Account :-

Comprehensive Banking

Solutions with added features

Supplementary Savings

Ideal for tax-exempt entities

Internet Banking

Phone Banking

Anywhere Banking

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Easy Deposit :-

Free Debit/ATM card

No need to open a Savings account.

Options of Easy Withdrawal and Easy Loan

Wide range of tenures

Auto renewal possible

Recurring Deposit:-

ICICI Bank's Recurring Deposits are the ideal way to invest small amounts of money everymonth and end up with a large saving on maturity.

Features :-

Encourages savings

High interest rates of interest

Loans against deposits available

ICICI Bank Tax-Saver Fixed Deposit:-

ICICI Bank brings to you the ICICI Bank Tax-Saver Fixed deposit as the perfect answer to all

your needs. A Fixed deposit that offers you dual benefit of Tax Saving and High Returns on

your investment.

Tax Saving through tax exemption under section 80C of Income Tax Act, 1961

High return in the form of higher interest rate of 8.25%

As per section 80 of the Income tax Act, 1961, investments of up to Rs.1, 00,000 qualify for

deduction from the gross total income for purpose of tax calculations. ICICI Bank Tax Saver

Fixed Deposit is structured to benefit you the most in terms of this provision.

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Bank @ Campus:-

Thanks to bank@campus, ICICI Bank's Student Banking Service, your child can now look

forward to the new face we have given to banking - his / her computer monitor. Yes, your child

can now surf the Net and access all the details of his / her account at the click of a mouse! No

need to visit the bank branch at all.

In addition, your child gets:

Free personalized cheque book

Free Phone Banking

Free ICICI Bank Ncash Debit Card

Free transfer of funds into his / her account from any ICICI Bank account Free supplementary credit card (if you have an ICICI Bank Credit card.)

Annual statement of accounts

SALARY ACCOUNT:-

ICICI Bank Salary Account is a benefit-rich payroll account for Employers and Employees.

Having the largest network of ATMs at their command,

Free 24 hour Phone Banking,

Free Internet Banking.

Rural Savings Account :-

Features:-

The Rural Savings Account will be available through Business Correspondents.

The account is zero balance with no initial deposit.

The Customer is provided with an E-passbook.

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All transactions in the accounts are done only after a biometric authentication.

Nomination facility is available.

Interest is payable half-yearly.

Loans:-

Best Deals on Home Loan for You Welcome to Indias No. 1 Home Loans Provider. We, at

ICICI Bank Home Loans , offer unbeatable benefits to ensure that you get the best deal without

any hassles. And we make it extremely easy for you by offering

Attractive loan interest rates

Home loan amounts starting from Rs. 2 lakhs

Term loans up to 20 years

Free Personal Accident Insurance (Terms & Conditions)

Insurance options for your home loan at attractive premium

Special 100% funding for select properties.

With our varied offering of house loans and home finance , ICICI Bank Home Loans gives

you an opportunity to select the perfect loan as per your needs. You can choose from:

Adjustable Rate Home Loan

Fixed Rate Home Loan

Part fixed, Part Floating Rate Home Loan

Smart fix Home Loan

Money Saver Home Loan and also

Balance Transfer of your existing home loan from other banks.

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Personal Loans for all your financial needs:-

Thinking of renovating your house? Yearning to buy a new laptop? Need financial assistance with

marriage related expenses? Your child's higher education or any other desire, an ICICI Bank

Personal Loan is all you need to fulfill that desire. With an ICICI Bank Personal Loan you can get

instant money for a wide range of your personal needs like

Renovation of your Home.

Marriage in the Family.

A holiday with your family.

Your child's education.

Buying a Laptop or a electronic equipments.

Medical expenses or any other emergencies.

New Car:-

Turn your dream into reality. Own that new car you have always desired, with a little help from

us. We offer loans up to 100% of on-road cost on select models, and up to 95% of the ex-showroom price on others. Our interest rates would pleasantly surprise you. Whats more, you

can take up to 7 years to repay the loan. Worried about paperwork? Relax. The process for

getting a loan involves only a few simple steps and we will tailor-make the loan to suit your

needs.

Two Wheeler Loans : -

ICICI Bank Two Wheeler Loans offers a finance facility up to 90% of the On Road Cost of

the vehicle, repayable in convenient repayment options and comfortable tenures from 6

months to 36 months. Two Wheeler Finance facility is available in a wide range of

options to suit your requirements.

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Commercial Vehicle:-

Reaches you through more than 700 locations across the country.

Range of products under one umbrella.

Funding of products include, trucks, buses, tippers, light commercial vehicles, pick ups, 3

wheelers, etc.

Range of services: funding of new vehicles, refinance on used vehicles, balance transfer on

high cost loans, top up on existing loans, Xtend product, working capital loans & other

banking products..

Preferred financier status with all leading manufacturers.

Simple documentation.

Quick turn around time.

Flexible financing solutions to meet the individual requirement.

Loans against Securities:- Loans against Securities enable you to obtain loans against your

securities.

Bank offer loans against:-

Demat Shares

RBI Relief Bonds

Mutual Funds Units ICICI Bank Bonds

Insurance Policies

UTI Bonds

NSC/KVP (In demat form only)

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Credit Card for your convenience and usage. Our Cards include special deals to complement

your lifestyle.

Classic cards.

Value cards.

Co-branded cards.

Affinity cards.

Debit Cards:-

The ICICI Bank Debit Card is a revolutionary form of cash that allows customers to access

their bank account around the clock, around the world. The ICICI Bank Debit Card can be usedfor shopping at more than 3.5 Lakh merchants in India and 24 million merchants worldwide.

ashless Spending:-

This debit card enables instant on-line debit to your ICICI Bank account. Every time you swipe

your card at restaurants, shops, petrol pumps, multiplexes, etc., the amount that you have spent

is debited to your account.

ost Card Protection:-

Card is safer than cash! Feel safe even in the event of losing your card!! All you need to do is to

call our 24-hour Customer Care , and a new card would be issued to you within a week. You

are protected from any financial liability arising from any purchase transaction made on your

lost card.

Countrywide Acceptance:-

Your debit card is accepted at over 1, 16,000 merchant establishments in India i.e. restaurants,

department stores, grocery stores, petrol pumps, etc.

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Worldwide Acceptance:-

This debit card gives you access to over 24 million shops and 1 million Visa ATMs all over

the world, giving you the freedom of payment anywhere in the world.

Travel Card:-

Presenting ICICI Bank Travel Card. The Hassle Free way to Travel the world. Traveling with

US Dollar, Euro, Pound Sterling or Swiss Francs; Looking for security and convenience; take

ICICI Bank Travel Card. Issued in duplicate. Offers the Pin based security. Has the

convenience of usage of Credit or Debit card.

Demat Services:-

ICICI Bank Demat Services boasts of an ever-growing customer base of over 11.5 lacs account

holders. In our continuous endeavor to offer best of the class services to our customers we offer

the following features:

E-Instructions :

You can transfer securities 24 hours a day, 7 days a week through Internet & Interactive

Voice Response (IVR) at a lower cost. Now with "Speak to transfer", you can also

transfer or pledge instructions through our customer care officer.

Consolidation Demat Account :

Dematerialize your physical shares in various holding patterns and consolidate all such

scattered holdings into your primary demat account at reduced cost.

Digitally Signed Statement :

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These accounts are designed to help the individuals (personal customers) to inculcate the habit of

saving money and to meet their future requirement of money. The amounts can be

deposited/withdrawn from these accounts by way of cheques/withdrawal slips. It helps the

customers to keep minimum cash at home besides earning interests. Savings Bank accounts are

very popular. These accounts can be opened by eligible person/s and certain

organization/agencies (as approved by the Reserve Bank of India (RBI).

As required by law, while opening this account, we will satisfy ourselves about the identity

including verification of address of a person/s seeking to open an account; to assist in protecting

the prospective customer/s, members of the public and ourselves, against fraud and other misuses

of the banking system.

The Bank requires a satisfactory introduction of the person/s opening the account by a person

acceptable to the Bank.

The Bank is required to obtain two recent photographs of the person/s opening the account, as

per R.B.I. directives.

The Bank is required to obtain Permanent Account Number (PAN) or General Index Register

(GIR) Number or alternatively obtain declaration in Form No.60 or 61 as per the Income Tax Act (vide

Section 139A) from the person/s opening the account.

The Bank will provide to prospective customers, details of the documents required for

identification of the person/s opening the account, in addition to a satisfactory introduction. Documents

normally accepted are the Current gas/telephone/electricity bill or ration card or voter's identity card or

driving license or passport, etc.

Cheques, dividend warrants, drawn in the name of account holder/s will only be collected

through this account. Financial instruments endorsed in favour of the account holder/s will not be

collected through savings bank account.

A Savings Fund account can be opened in the name of individuals, singly or jointly, minors of

the age of 10 years and above or under natural/legal guardianship or by an illiterate/blind person.

Interest @ 3.5% per annum is payable every half year.

As many as 50 withdrawals are permitted in a half year.

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Account may be transferred from one branch to another branch, free of charge.

Facility of standing instruction for regular payments like insurance premium, rent, tax etc

Current Accounts:-

Current Accounts can be opened by individuals, partnership firms, private and public limited

companies, HUFs/specified associates, societies, trusts, etc.

Recurring Deposit Scheme: - EARN LARGE, SAVE SMALL

Features :-

Account can be opened with a minimum monthly deposit of Rs.100/- or its multiples for a period of

6 months to 120 months in multiples of 3 months.

Interest at term deposit rates is computable on quarterly compounded basis

The small monthly savings in the Recurring Deposit scheme enable you to accumulate a

handsome amount on maturity.

Loan Against Future Lease Rentals:-

PNB has introduced a new scheme for property owners having their property situated in Metro,

Urban / Semi Urban centers and who have let out such properties to PSUs, reputed Govt. /Semi-

Govt. corporate, banks, financial institutions, insurance companies and MNCs.

Finance for Traders:-

Trading activity constitutes an important sector of the economy and trader is a key component of

supply/distribution system. PNB extends credit to the retail and wholesale traders on attractive

terms to meet their requirements of working capital and term loan.

Credit is provided for:-

1 Financing stock in trade, book debts and other assets to be used in the trade.40


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2 Acquiring book/fixed assets like setting up of show room, ACs, delivery van, etc.

Exim Finance:-

Services offered to Exporters

1. Pre-shipment finance in foreign currency and Indian rupees

2. Post-shipment finance in foreign currency and Indian rupees

3. Handling export bills on collection basis

4. Outward remittances for purposes as permitted under Exchange Control guidelines

5. Inward remittances including advance payments

6. Quoting of competitive rates for transactions

7. Maintenance of Exchange Earners Foreign Currency (EEFC) accounts

Services offered to Importers:

1. Establishment of Import Letters of Credit covering import into India and handling

of bills under Letter of Credit

2. Handling of import bills on collection basis

3. Remittance of advance payment against imports

4. Offering utilization of PCFC ( pre-shipment credit in foreign currency) for imports

5. Credit reports on overseas suppliers

Cash Management Services:-

Punjab National Bank had taken a major initiative for managing the funds of Corporate. The

services are essentially meant for pooling your funds spread across the country at a place of your

choice with the least time delay, if not instantaneously in many cases. We shall collect your

receivables from your representative or your business associates at 123 designated centers all

over the country and pool the same at the branch specified by you. The services can be custom

designed to cater to your specific needs.

Services:

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Credit Card :

Keeping with its long tradition of sound banking and innovativeness, PNB has entered the card

business. At a time when new payment systems are becoming popular in the country, PNB has

joined the ranks of banks that are offering card-based banking solutions. PNB International

Credit Card is available in two variants, viz. Gold Card and Classic Card . Our Credit card has

much more than just credit facilities.

Electronic funds transfer:-

From long time remittance of funds within the banks i.e. from one branch to another was

completed through transfer payment orders, telegraphic transfers or by drafts, which takes

considerable time to reach destination.

To avoid this delay, Punjab National Bank introduced a new system called The Inter-Bank Electronic

Fund Transfer System" which may be referred as "EFT System" under the guidance of Reserve Bank of

India.

In this system remittance can easily be made from any of the branches of participating Bank at

designated centre to any other branch of the same or any other participating bank at the same or any

other designated centre which would facilitate remittance to reach destination on the very next working

day itself through the system of computer and communication network. This scheme is currently

operational in Metros only; other centers will be added shortly. Limit for individual transactions has

been increased from current limit of Rs. 5 lac to Rs. 2 crores.

CENTRALISED BANKING SOLUTION(CBS):-

PNB now brings to you Centralized Banking Solution (CBS) . An inter-branch networking and

data sharing platform which makes ' Anytime Anywhere ' banking a reality. With over 2526 CBS

Outlets of Bank, the status of customers is changing from 'Customer of the branch' to " Customer

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of the bank "

Tele - Banking Services:-

PNB has introduced free telebanking / fax banking facility, which provides you the following

facilities:

Balance enquiry

Last five transactions

Statement of Account through fax machine (up to 45 transactions)

ON LINE SECURITIES TRADING FACILITY:-

On line Securities Trading facility was launched on Wednesday, November 22, 2006.This facility

is being offered in a strategic alliance with IDBI Capital Market Services Ltd. (IDBI Capital) to

customers. This facility is made available seamlessly wherein the customers himself can trade on

line without intervention of Bank and/or IDBI Capital Market Services. Customers can approach

Bank branches ( as per list below ) for availing three-in-one account facility from any of the

Banks authorized branches under which a deposit account, a demat account and a trading account

will be opened at one stop.

Those who already have deposit and demat accounts with the Bank shall be required to open a

Trading account which will be facilitated by PNBs authorized branch itself on behalf of IDBI

Capital Market Services. At the outset Bank has launched this facility in 25 branches of Delhi &

Mumbai. Soon this facility will be available at 50 odd centers, PAN India. Demat a/c can be

opened through 110 odd branches spread over the country, authorized for Depository Business.

More details about Online Security trading facility are available by clicking on the icon of Online

Security trading facility.

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CHAPTER-2

LITERATURE

REVIEW44


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LITERATURE REVIEW

* Paper submitted to the International Conference on " Business & Finance " to be held

during 15-16, December 2003 at ICF AI Business School, Hyderabad.

The economic reforms in India started in early nineties, but their outcome is visible now. Major changes

took place in the functioning of Banks in India only after liberalization. Due to reforms in the 1990s, the

depth and width of financial system in India has improved. Though role of banks as financial

intermediaries has reduced gradually, market share of banks continues to remain the largest in the

financial market (CRIS INFAC Banking Annual Review: August, 2002). Increased competition, new

information technologies and thereby declining processing costs, the erosion of product and geographic

boundaries, and less restrictive governmental regulations have all played a major role for Public Sector

Banks in India to forcefully compete with Private and Foreign Banks.

For the last five years, several agencies in India started comparing the working of Industries, B-Schools,

Banks, etc. on their performance over the past, through surveys. This, some times gives a feel that pushing a person into waters that has not learnt about swimming and asking him to compete with other

professional racers. Keeping this point in mind, the authors have taken the survey results on banks over a

period of time and compared Indian Public Sector Banks among themselves as a closed model and later

with other banks as an open model using various Statistical Techniques like Cluster Analysis.

This article deals with clustering the banks during the period of study and then finding out the common45


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features of these clusters. The research also focuses on the factors that made the banks moving from

one cluster to another.

CHAPTER 3

RESEARCH

METHODOLOGY46


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OBJECTIVE OF STUDY

Objectives of the Projected Study Banking services of private and public banks are:

1 To study the major services offered by the public and private banks.

2 To compare the services offered by private banks and public banks.

3 To study the customer preferences.

4 To study the customer satisfaction level.

RESEARCH METHODOLOGY

This report is based on primary as well secondary data, however primary data collection was given more

importance since it is overhearing factor in attitude studies. One of the most important users of research

methodology is that it helps in identifying the problem, collecting, analyzing the required information data and

providing an alternative solution to the problem .It also helps in collecting the vital information that is required

by the top management to assist them for the better decision making both day to day decision and critical ones.

RESEARCH DESIGN :-

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The research design has been divided in the following three parts:

SELECTION OF RESPONDENT :-

The recent study is limited to the Punjab (Patiala, Chandigarh, Mohali,). As far as the customers are concerned

simple random sampling has been adopted for the selection of primary units. To select the ultimate unit i.e.

customers of different banks, I was interested in adopting a systematic sampling technique.However when this technique was adopted the customer from whom I sought to elicit information, flatly

refused to oblige for the reasons best known to them.

Four banks namely: SBI, ICICI, PNB and HDFC banks were selected. Then from each bank 25 customer were

selected for interview. Thus study is confined to 100 customers in total.

DATA COLLECTION :-

Primary Data :-

Survey method has been used for collection of primary data. To collect the primary information,

questionnaire was framed. The respondent was personally interviewed to collect the exact

information.

Secondary Data :-

Secondary data about the brief history and how the various banks came into existence and about

their growth was collected from the respective bank websites of each different bank. Also

brochures, feedback forms were helpful in preparing the questionnaire.

ANALYSIS OF DATA :-

The data collection has been properly classified and arranged in tables and graphs. To analyze the tabulated data

various techniques have been used.

AVERAGE AND PERCENTAGE :-

Average and percentage have been used more frequently throughout the study. Mainly, simply mean is applied

according to its suitability. Percentages change in the variable over the figures of previous years.

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SCOPE OF STUDY

While satisfaction and loyalty in regards to physical goods and some services have been studied to a great

extent in marketing and information system research, there is little research on these factors with respect to

banking services. Furthermore, there is no standard measure for satisfaction with these services. Thus, the study

covers how do customers perceive different services provided to them by banks, what are the preferences and

expectations.

NEED OF THE STUDY

Banking is the emerging and growing sector of Indian economy; it is also reflected by the interest shown by

foreign investors in the Indian banks. The industry environment is also changing very rapidly, consumers are

becoming more aware and more demanding and banks are coming up with innovative services. In the light of

this the role of bank marketing is changing and becoming more of a core operation; infact some say banks of

future will have to be marketing organizations essentially. So this project is an attempt to understand the

dynamic of banking industry, to analyse the services and the expectations of customers from their banks.

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LIMITATION

All research work has to be carried under some constraint. The endeavor here is to keep the scope of the project

as wide as possible but there will be some constraint that might narrow down the scope.

Small Sample size i.e. 100 customers. 25 customers from each bank.

Research work was carried out in Punjab (Patiala, Chandigarh, and MOHALI) only. So the findings may

not be applicable to the others parts of the country.

The sample was collected using convenient sampling. As the result may not give an exact representation

of the customers.

Paucity of time could not allow a detailed study and thus the vast information is not included in the

project.

The customers did not give true and fair information about their accounts and their satisfaction level

regarding their banking system. Therefore, the result of the research is not cent percent accurate.

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CHAPTER 4

ANALYSIS

&51


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INTERPRETATION

Q1. Do you have a bank account?

a) Yes

b) No

Yes 100 No 0

100%

0%

YES

NO

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Interpretation:

This pie chart shows that 100% people are having accounts in bank. This question was kept as a sieve to

exclude people who were not the target group of survey

Q2. If yes, in which bank do you have an account?

a) Public sector

b) Private sector

c) Both

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If yes thaninwhichbankdoyouhaveanaccount?

public sector 52%private

40%

both8%

Interpretation:

This pie chart show that 52% people are having account in public bank, 40 % are having account in private

banks and rest 8% is having account in both the banks.

Q3. Specify the bank mainly you deal with?

a) HDFC

b) ICICI

c) SBI

d) PNB

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30%

35%

25%

10%

HDFC

SBI

ICICI

PNB

Interpretation:

It shows that most of the people prefer public sector bank because of no hesitation on cheque clearing case and

provide loan against property with in few days. People prefer SBI Bank 35% and HDFC Bank cover 30% and

ICICI Bank cover 25% and PNB Bank cover only 10%

Q4. Your relationship with the bank

a) Saving account

b) Fixed account

c) Current account

d) Loan account

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Y O U R R E L AT IO N S H IP W IT H T

4 8

2 8

2 0

4 % 0 %

S a v in g A /

F i x ed A / cCur r en t A

L o a n A / c

Any o the r

Interpretation:-

It shows that 48% Customer prefers to have saving accounts, 28% fixed accounts, 20% current accounts, 4%

loan and 0% any other type of accounts.

Q5. Kindly specify the reasons for preferring the above mentioned bank/s?

a) nearness

b) quality

c) high interest earnings

d) security

e) goodwill

Saving A/c Fixed A/c Current A/c Loan A/c Any other48 28 20 4 0

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f) speedy services

K indly spe cify the re asons for pre fering the abov e mentione

QUALIT

14 %

NEARNES

19 %

HIGH INTE RE

EARNING

25 %

SECURIT

8%

GOODWIL

17 %

S P E E D Y S E RV I

17 %

Interpretation:People have different reasons behind their choice of accounts in different bank such as for 25% it is high

interest rates, for 8% it insecurity, for 14% it is quality, for17%it is goodwill, for 17% it is speedy services .

Q6. Do you feel satisfied with the services provided by your bank?

a) Yes

b) No

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DO YO U FEEL SAT ISFIED WIT H T HE SER VICESBY YOU R BANK ?

96%

4%

Y ES

NO

Interpretation:

According to the pie diagram me we can see that about 96%of the customers are satisfied and rest of 4% are not

satisfied because of their cheque clearing case.

Q7. While depositing/withdrawal a small amount what is the behavior of the staff?

a) Polite

b) Irritating

c) Indifferent

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RANKING OF BEHAVIOR OF BANK STAF

52%

28%

20%

POLITE

IRRITATING

INDIFFERENT

Interpretation:

In this pie chart about 52%of customers feel that the employees of the bank are polite, 28% of the customers

feel that employees are irritating and 20%of them feel that employees are indifferent. Out of them mostly

unsatisfied customers were from public banks.

Q8. From where do you get the information about services provided by the bank?

a) Newspaper

b) Magazines

c) Friends

d) Relatives

e) Neighbors

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f) Bank employees

FROM WERE DO YOU GET T HE INFORMAT

ABOUT THE S ERVICES PR OVIDED BY T

BANK

NEWSPAPE

21%

MAGAZINE

14%

FRIEND

20%RELATIVE

8%

NEIGHBOUR

4%

BANK

EMPLOYEE

33%

NEWSPAPER

MAGAZINES

FRIENDS

RELATIVES

NEIGHBOURS

BANK EMPLOYEE

Interpretation:

In this pie diagram we can clearly see that about 33% of information to the customers is provided by the bank employees, 21% & 20% of the information is provided by the newspapers and friends respectively carried on by

4%neighbors, 8% relatives, and 14% magzines.

Q9. What do you think is the best way to provide you the information regarding the

services to be offered by a particular bank?

a) Telephones

b) Pamphlets

c) Advertisements60


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d) Exhibition

e) Print media

f) By post

g) Any other(please specify)

ACCORDING TO YOY WHICH IS THE BEST WAY

OF PROVIDING THE INFORMATION REGARDING

THE SERVICES OFFERED BY A PARTICULAR

BANK?

Telephones

10%

Pamphlets5%

Advertisements

45%

Exhibition5%

Print media30%

By post

5%

Anyother(please

specify)0%

Telephones

Pamphlets

Advertisements

Exhibition

Print media

By post

Any other(please

specify)

Interpretation:

According to the pie diagram we can say that the best way is advertisements (45%), 30% print media.

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Retail Banking :

The basic services which include retail banking that is provisional for the saving accounts, current

accounts and fix accounts; although are being provided by both public and private banks have made

retail banking more attractive, first of all high rate of return and certain other prevledeges to its esteemed

customers.

Locker Facility :

This facility is also given by both category banks, but again in this case the private banks are again a

step ahead of the public banks.

Extended Banking Hours :

Most of the private banks have extended banking hours from 8:00 am to 8:00 pm. This is unlike in the

case of public banks that have very bankish hours.

Home Banking :

The private banks like ICICI and HDFC provide free home services in which they send one of their

representatives to personally go and open the accounts of interested customers free of cost.

Free Photograph :

There is another services provided by the private bank i.e. at the time of opening a account customers

photo is clicked there it self.

Speedy And Active Transactions :

Due to high technology and efficient staff in private banks, the transactions are speedy and fast.

BIBLIOGRAPHY

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WEBSITES:-

WWW.SBI.COM

WWW.MONEYCONTROL.COM

WWW.ONLINERESEARCHONLINE.COM

OTHERS:-

NEWS PAPERS

OUTLOOK MONEY

TELEVISION CHANNEL (CNBC AAWAJ)

FACT SHEET AND STATEMENT

QUESTIONNAIRE

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PERSONAL INFORMATION:

Name: ________________________________________________

Age: ______________________

Sex: _______________________

Profession: _______________________________________________

Marital status: _________________

If married, what is the size of your family? _______________________

Income pm: ____________________________

Do you keep credit card/debit card: ___________

If yes, how many & of which bank: _______________

Q1. Do you have a bank account?

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a) Yes

b) No

Q2. If yes, in which bank do you have an account?

a) Public sector

b) Private sector

c) Both

Q3. Specify the bank mainly you deal with?

a) HDFC

b) ICICI

c) PNB

d) SBI

Q4. Kindly specify the reasons for preferring the above mentioned bank/s?

a) Nearness

b) Quality

c) High interest earnings

d) Security

e) Goodwill

f) Speedy services

Q5. Your relationship with the bank:

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a) saving account

b) fixed account

c) current account

d) loan account

e) any other please specify:

Q6. Do you feel satisfied with the services provided by your bank?

a) Yes

b) No

Q7. While depositing/withdrawal a small amount what is the behavior of the staff?

a) Polite

b) Irritating

c) Indifferent

Q8. From where do you get the information about services provided by the bank?

a) Newspaper

b) Magazines

c) Friends

d) Relatives

e) Neighbors

f) Bank employees

Q9. What do you think is the best way to provide you the information regarding the services

to be offered by a particular bank?

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a) Telephones

b) Pamphlets

c) Advertisements

d) Exhibition

e) Print media

f) By post

g) Any other(please specify)