CHAPTER – 1

INTRODUCTION

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1.1 REVIEW OF THE LITERATURE
This project will give an overview of literature and models that are related to the
product and services provided by Vijaya Bank and the Customer satisfactions
towards the products/services of Vijaya Bank.

1.2 EXECUTIVE SUMMARY

Vijaya Bank’s principal activities are to provide banking and related services
through all the branches located in India. The services include accepting
deposits, commercial and institutional credit, project finance, treasury,
investment and risk management and other related financial services. As a part
of PGDM curriculum I have taken my summer training in Vijaya Bank.
The report title is “In-depth product analysis of Vijaya Bank for last 3 years”. The
report gives an overview of banking sector- introduction to the industry,
analysing last three years product and services provided by bank to the
customers and various initiatives and marketing strategies taken by bank - SWOT
analysis, business overview and awareness of customers about different types
of products and services offered by Vijaya Bank. This study is conducted to
analyse the product and services and to find out the customer satisfaction
regarding Vijaya Bank.
Report also contains information about products and services of Vijaya Bank
which gives a brief idea regarding the operations of the bank. The study is done
to find the marketing activities of Vijaya bank, the classification of its product
profile and its competitiveness. The report is supported by figures and data
wherever necessary with a view to assist in developing a clear cut understanding
of the topic.
Findings, conclusion and recommendation for the bank are also there which are
made after in depth study of the analysis part of thesis.

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1.3 INDUSTRY PROFILE

Banking in India has a long and elaborate history of more than 200 years. The
beginning of this industry can be traced back to 1786, when the country’s first
bank, Bank of Bengal, was established.

But the industry changed rapidly and drastically, after the nationalization of
banks in 1969. As a result, the public-sector banks began experiencing numerous
positive changes and enormous growth.

Banks safeguard money and valuables and provide loans, credit, and payment
services, such as checking accounts, money orders, and cashier’s checks. Banks
also may offer investment and insurance products, which they were
once prohibited from selling.

As a variety of models for cooperation and integration among finance industries

emerged, some of the traditional distinctions between banks, insurance
companies, and securities firms have diminished. In spite of these changes,
banks continue to maintain and perform their primary role-accepting deposits
and lending funds from these deposits.

There are several types of banks, which differ in the number of services they
provide and the clientele they serve. Although some of the differences between
these types of banks have lessened as they begin to expand the range of
products and services they offer, there are still key distinguishing traits.

Bank may be defined as a financial institution which is engaged in the business

of keeping money for savings and maintaining accounts and issuing loans &
credit etc. A set of services intended for customers and characterized by a higher
quality than the services offered to retail customers.

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Based on the notion of tailor-made services, it aims to offer advice on
investment, inheritance plans and provide active support for general
transactions and the resolution of asset-related problems.

The essential function of a bank is to provide services related to the storing of

deposits and the extending of credit. Basic function may include Credit
collection, Issuer of banking notes, Depositor of money and lending loans.

Now a day’s banking is not in its traditional way, with the advancement of
technology it’s focusing one more comfort of customer providing services such
as:
 Online banking
 Investment banking
 Electronic banking
 Internet banking
 E- banking
The importance of banking sector is immense in the progress and prosperity of
any state or country.

1.4 SCOPE OF THE STUDY

The scope of the study is limited to marketing activity of Vijaya Bank. It will give
an in depth theoretical and practical knowledge about the marketing aspects
and the strategies used to introduce product/services of Vijaya Bank according
to their customer choice & satisfaction.

People now are becoming more secured in terms of their life as well as their
money. They want profitable benefits out of their investment. So there is a need
to know the companies effort towards satisfying the customer about their
product.

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1.5 OBJECTIVES OF THE STUDY

Banking and finance can be called as the nerves of any economic system as
they accelerate the process of economic development through canalization
of adequate finance. It is hard to anticipate development of efficient banking
services in the country. No doubt financial institutions play so important role
in economic development but as the sometime economic development
determines the growth and development of banking institutions.
Main objective of the study is to “in-depth analysis of the product and
services provided by the Vijaya Bank.” Some of the major objectives of the
study includes the determination of the following:
 To analyse and compare last three years product and services.
 To study product/services facilities provided by banker to customers.
 To explore the improvements in the services.
 Consumer awareness about the products and services provided by the
bank.
 To determine the customer perception towards services offered by
bank.
 To identify the major attributes of customer satisfaction.
 To check out staff cooperation towards customers satisfaction.
 To gain insight into the working environment and understanding the
culture of the Bank.

1.6 AIM OF THE STUDY

The assigned task was to conduct a survey for a well reputed Bank i.e. Vijaya
Bank. Research is concerned with the systematic and objective collection,
analysis and evaluation of information about specific aspects in order to help
department to make effective decisions.
The data which is collected will help the bank to know the customer
requirement, needs and satisfaction. So that Bank can bring more effective
product/services for the customer.

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 CHAPTER -2
RESEARCH METHODOLOGY

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2.1 TYPE OF RESEARCH

Research is one of the most important parts of any study and pertains to the
collection of information and knowledge. Marketing research is defined as the
systematic design, collection, analysis, and reporting of data and findings
relevant to a specific marketing situation facing the company. The research
process depends upon developing the most efficient plan for gathering the
needed information. Designing a search plan calls for decisions on the data
sources, research approaches, research instruments, sampling plan, and contact
methods. My project has been developed on his basis of both exploratory and
descriptive research.
The research is descriptive as the study has been completed based on the data
collected from the internet and secondary sources likes news, pamphlets,
reports etc.
It is also analytical in nature as the data collected from questionnaire is analysed
and necessary findings and conclusion is derived based on the data collected
from questionnaire.

2.2 DATA SOURCES

For this project both primary and secondary data were valuable sources of
information.
 Primary data
The primary data was collected by mean of survey. Questionnaires were
prepared and customers and employees of the banks wee approached to fill
up the questionnaires. This questionnaire contains 20 questions which reflect
on the type and quality of services provided by the banks to the customers.
The response of the customer and it is recorded on a grade scale. The filled-
up information was later analysed to obtain the required interpretation and
he findings.
 Secondary data

Secondary data provides a starting point for any research and offers
valuable sources of already existing information. Secondary data are the
easiest to gather and the cost of collecting this data is also very low. A lot

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 of data collected from the official websites of the banks, discussion with
company guide and the various search engines google search etc

2.3 Sampling research

In research terms a sample is a group of people, objects, or items that are

taken from a larger population for measurement. The sample should be
representative of the population to ensure that we can generalise the
findings from the research sample to the population as a whole.

So here the research was mainly opted on customer’s survey because the
main purpose of this project is to know the perception of customer
towards the Vijaya bank products/services and their satisfaction.

2.4 Sampling Design

1. Sampling Unit
2. Sample Size
3. Sampling Technique

Sampling Unit:
The sampling unit comprises of all the details of the product and services and
the customers details.
Sample Size:
The size of the sample is 100 customers.
Sampling Technique:
The techniques adopted here is Simple random sampling.

2.5 Methods of Data Collection

Methodology refers to a body of methods which assist of which investigation is
carried on, for the reach of the final conclusion of the study. So far as method of
data collection is concerned, the data is collected through guides, internet and
portals.

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2.6 Tool or Techniques used
The major part of any research work is based on the data collection. In this
regard, a researcher need to use certain tools and techniques in the research
work. The technique adopted here is face to face interaction with the guides and
also visiting different branches and meeting up with the customers.

The statistical tools applied

Questionnaires
Charts
Charts are the graphical representation of data. It is mainly to give a clear picture
of the collected data. Charts helped to communicate the data effortlessly
without consuming much time. It is done with more care and well planned
before representing the data into pictorial form.

Report Presentation
Analysis and evaluation of data transform the raw data collected during the
survey into bank and other branches. This has communicated in attractive and
effective information. Report is planned and also relevant to the information
needed. It is clearly represented, effectively illustrated with tables, diagrams etc.

Research process
My research work is done through survey reports i.e. through questionnaire. I
have made a survey by visiting nearby branches and talking to customers and
gathering their opinion towards Vijaya bank product/services.

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 CHAPTER-3
COMPANY PROFILE

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3.1 HISTORY
Vijaya Bank, a medium sized bank with presence across India was founded on
23rd October 1931 by the late Shri A.B. Shetty and other enterprising farmers in
Mangalore, Karnataka in India. The objective of the founders was essentially to
promote banking habits, thrift and entrepreneurship among the farming
community of Dakshina Kannada district in Karnataka State. The bank became a
scheduled bank in 1958. Vijaya Bank steadily grew into a large All India
bank, with nine smaller banks merging with it during the 1963-68. The credit for
this merger as well as growth goes to late Shri M. Sunder Ram Shetty, who was
then the Chief Executive of the bank. The bank was nationalised on 15April 1980.

GROWTH AND NATIONALISATION

Vijaya Bank grew steadily by merging nine smaller banks into it between 1963-
68. Shri M. Sunder Ram Shetty, who was then the Chief Executive of the bank is
largely credited with these mergers. The bank was nationalised on 15 April 1980.

BRANCHES
The bank has built a network of 2136 branches, 15 Extension Counters and 125
Offices and 2155 ATM’s as at 31.03.2018, that span all 29 states and 6 union
territories in the country.

THRUST OF INFORMATION TECHNOLOGY

The Bank has chosen Finacle from Infosys as centralized banking solution. In line
with the prevailing trends, the bank has been giving greater thrust towards
technological upgradation of its operations.

Realising your constantly evolving and diverse needs, the bank has diversified
too. Entering several new areas such as credit card, merchant banking, hire
purchase and leasing, and electronic remittance services.

AREA OF CORPORATION
After obtaining the certificate of incorporation and certificate of
commencement and getting the draft of the memorandum of association and
articles of association approved, Vijaya bank Ltd., started functioning as per the
provision of Indian companies act in as mall bungalow with a tiled roof
(Mangalore tiles) on Kadri road in Mangalore

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3.2 PRODUCT AND SERVICES OF VIJAYA BANK FOR LAST THREE YEARS

DEPOSITS
A deposit account is a savings account, current account that allows money to be
deposited and withdrawn by the account holder. These transactions are
recorded on the bank’s books and the resulting balance is recorded as a liability
for the bank and represents the amount owed by the bank to the customer.
Bank charge fees for the services and also pay the customer interest on the fund
deposited.

SAVING DEPOSITS ACCOUNT

A Saving account is a deposit account held at a retail bank that’s pay interest. It
is the most basic type of account at a bank or credit union, allowing you to
deposit money, keep the funds safe, and withdraw funds as needed. Savings
accounts typically pay interest on your deposits, which helps you grow your
money, but rates are relatively low on these low-risk accounts.

Vijaya Bank has introduced stimulating deposits schemes in this last three years
to increase the saving account by bringing new individuals, corporate entities and
government department to the Bank.

I. V-PARIVAR PLUS - V-PARIVAR PLUS’ Savings Bank Deposit was

effective from 1st December, 2017 onwards. The deposit scheme is
aimed at completing the family tree of the existing customers and bringing
more family accounts to the Bank. The strategy of introducing this
scheme is to reach out to new clients. In this scheme the family nominates
one person who leads the proposition as the head of the Parivar and will
be called as a lead member. These accounts together will constitute the
V-Parivar concept.

Before launching this scheme, bank analysed requirement of the

customers and kept a pooled minimum balance requirement according to
it, so that customers would open in this scheme without the obligation of
maintaining higher minimum balance in individuals account. The
accounts under V-Parivar scheme were to be opened with initial deposits
– for Metro & Urban areas of 5 lakhs and semi-urban and Rural areas of
3 lakhs for combined average quarterly balance of accounts constituting
the Parivar. Interest is applicable as per the normal savings accounts and
charges are waived for providing services like account keeping charges,

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 cash deposit charges, ATM transactions, cheque book charges, fund
charges etc.

CURRENT DEPOSITS ACCOUNT

A current account, also known as financial account is a type of deposit account

maintained by individuals who carry out significantly higher number of
transactions with banks on a regular basis. It is created by the bank on request
of the applicant and is made available for frequent or immediate access. Current
accounts relate to liquid deposits and it offers a broad range of customized
options to aid financial dealings. Current accounts also allow to make payments
to creditors through the cheque facility offered by the bank. Generally, current
accounts do not provide interests and requires a higher minimum balance when
compared to savings account.

Vijaya bank has launched many product/services to increase the Current

Account base by bringing new individuals, corporate entities and government
departments to their Banks fold which will result in Lowering the Cost of
Deposit.

II. V-Suvidha Current Accounts- V- SUVIDHA’ Current Bank Deposit was

effective from 1st December, 2017 onwards. The deposit scheme is to
help the branches canvass more number of Current Accounts. The
main purpose of the product is to increase the Current Account base
by bringing new individuals, corporate entities and government
departments to our Banks fold which will result in Lowering the Cost of
Deposit.

The minimum balance requirement for Metro areas is Rs 40000/-,

Urban areas is Rs 25000/-, Semi-urban areas is Rs 15000/- and Rural
areas is 10000/-. The scheme has the below mentioned features:

 NEFT/RTGS charges for the first six months from opening the account
 50% discount on Cheque Book charges for the first six months.
 KYC norms should be strictly adhered to, while opening the accounts
along with e-KYC.

RECCURING DEPOSIT ACCOUNT

Recurring Deposit is a special kind of Term Deposit offered by banks in India
which help people with regular incomes to deposit a fixed amount every
month into their Recurring Deposit account and earn interest at the rate
applicable to Fixed Deposits.

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V-FLEXI Variable Recurring Deposit- Vijaya Bank lays great stress on meeting
customer aspirations. They bring Innovative products and services and
launched at regular intervals for the convenience of the customers. In this
direction, Bank is launching ‘V-Flexi’ variable recurring deposit product
effective from 01st December 2017. This attractive scheme is targeted at retail
customers and is open for a limited period up to 31st March 2018.
This scheme provides high rate of interest comparing to the normal interest
rate paid by the bank. Variable Recurring Deposit can be opened for a period
of 1, 2, 3, 4 or 5 years with Minimum Core Monthly Instalment. The customers
are provided interest benefits of 0.1% above the rate of interest applicable at
the time of opening an account.

The scheme is open to:

 An individual in his / her own name

 More than one individual in their joint names payable to all of them
jointly or any one or more of them or survivor/s.
 A guardian on behalf of a minor, furnishing a declaration as to the date
of birth of the minor
 A Hindu Undivided Family
 Non-individuals like Trusts, educational institutions, clubs,
companies, firms, LLP etc.

Staff members (1%), retired staff members and senior citizens (0.50%) are
eligible for additional interest benefit under ‘V-Flexi RD’ Variable Recurring
Deposit scheme.

There will be no pre- closure penalty for recurring deposits opened for more
than 1 year and if they are closed after 1 year then interest shall be paid at
the applicable card rate (at the time of accepting deposit) for the period for
which the deposit remained with the bank or contracted rate whichever is
less. However, if the deposit is closed for 1 year, interest shall be paid at 1%
p.a. less than the applicable card rate (at the time of accepting deposit) for
the period for which the deposit remained with the bank or contracted rate
whichever is less.

V-LAKHPATI PLUS & V-MILLIONAIRE – Bank has launch these two special
recurring deposits products effective from 1st June 2017 to and its limited
period is up to 31st July 2017, these two products are very special, attractive
and for limited period. Bank usually bring this kind of products to attract
customers and getting substantial new account from both the existing and
new customers. Under the V- Lakhpati scheme the customer could get

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maturity value of approx. 1 lakh after the completion of maturity period.
Under the V-Millionaire scheme the customer could get maturity value of
approx. 1 million after the completion of maturity period.

Rate of Interest & Maturity value of V-Lakhpati plus Recurring deposit

Minimum
Monthly Maturity
Rate of Interest Period
Deposit Amount (Rs)
Account (Rs)

6.60 1 year 8100 100726

6.60 2 years 4000 102848

The bank had offered interest benefit of 0.1% per annum to the customers
above the card rate of 6.5%. These products are especially meant for targeted
region & branches and also providing higher rate of interest and also not
charging pre-closure penalty for recurring deposit of more than one year.

Interpretation- the customers were more inclined to open an account under

the scheme as the scheme offered higher rate of interest then the card rate
and the lumpsum maturity amount of approximately 1 lakh after the maturity
of the scheme ends. In comparison to the 1-year scheme the 2 years maturity
scheme offer approximated same maturity amount with lesser deposit so, the
two years scheme was beneficial for lower income groups.

Rate of Interest & Maturity value FOR V-Millionaire Recurring Deposit:

Minimum
Monthly Maturity
Rate of Interest Period
Deposit Amount (Rs)
Account (Rs)
6.60 3 Years 25100 1001157
6.60 4 Years 18200 1001373
6.60 5 Years 14100 1003610

Interpretation- - the customers were more inclined to open an account under

the scheme as the scheme offered higher rate of interest then the card rate
and the lumpsum maturity amount of approximately 10 lakhs after the

15
maturity of the scheme ends. This scheme was targeted for customers with
higher income group planning to make savings through risk free investments.

V – AKSHAYA RECURRING DEPOSIT – To increase the recurring deposit

portfolio of the bank and to increase the customer base the bank had
launched V-Akshaya, a special recurring deposit product on 16th May 2016.
This scheme offers 7.60% of interest p a for 1 year of recurring deposit, 7.35%
of interest pa for 2 and 3 years of recurring deposit. The minimum amount of
RD is stipulated to 8000 per month.

Rate of Interest Period Minimum Maturity

Monthly amount
Deposit Amount
7.60 1 Year 8000 100019
7.35 2 years 8000 207316
7.35 3 years 8000 322864

This Scheme was introduced for initial period of 2 months i.e. May & June.
But owing to the good response for the Scheme, the bank extended the scheme
for the month of July & August and also mobilized more V-Akshaya RD
accounts.

TERM DEPOSIT

A term deposit is a deposit held at a financial institution, bank, building

society or credit union for a fixed amount of time, known as a term. When the
money is deposited, the customer understands that the money is there for the
pre-determined period.

Saubhagya Term Deposit – To increase Retail term deposit the bank has
launched V-Saubhagya on 16th May 2016. The Scheme offers 7.60% interest
p.a. for a fixed tenure of 333 days. The maximum amount can be deposited
per customer is restricted up to 99 lakhs. This scheme helped bank to
increase the savings accounts.

Salient Features of V-Sow Bhagya Term Deposit Scheme:

i. Title of the Scheme V-Sowbhagya

ii. Rate of Interest 7.60% p.a. with no additional interest benefit for
senior citizens/staff. The rate of interest will
remain unchanged during the campaign period.
iii. Maturity Period 333 days

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 iv. Maximum Deposit ` 99 Lakhs per customer ID

v. Pre-closure penalty No pre-closure penalty. However, if the deposit is

closed before maturity, interest shall be paid at the
applicable card rate (at the time of accepting
deposit) for the period for which the deposit
remained with the bank or contracted rate
whichever is less.

vi. Interest payment Domestic/NRO

on pre-closure
 No interest is payable if deposit is withdrawn
(premature
before 7 days.
withdrawal)

This Scheme was introduced and valid for 2 months i.e. May & June. After
getting good response for the Scheme, the bank again initiated this scheme
for the month of July & August and also mobilized more V-Akshaya RD
accounts.

This Scheme was introduced for initial period of 2 months i.e. May & June.
But owing to the good response for the Scheme, the bank extended the scheme
for the month of July & August and also mobilized more saubhagya term
deposit.

ADVANCES PRODUCTS
LOANS & ADVANCES

In finance & Banking Sector, a loan is the lending of money from one
individual, organization or entity to another individual, organization or entity.
A loan is a debt provided by an organization or individual to another entity at
an interest rate, and evidenced by a promissory note which specifies, among
other things, the principal amount of money borrowed, the interest rate the
lender is charging, and date of repayment.

Vijaya bank’s retail Lending Schemes - It is the practice of loaning money

to individuals rather than institutions. Retail lending is done by banks, credit
unions, and savings and loan associations. These institutions make loans for
automobile purchases, home purchases, medical care, home repair,
vacations, and another consumer uses. Retail lending has taken a prominent
role in the lending activities of banks, as the availability of credit and the
number of products offered for retail lending have grown. The amounts loaned
through retail lending are usually smaller than those loaned to businesses.
Retail lending may take the form of instalment loans, which must be paid off

17
little by little over the course of years, or non-instalment loans, which are paid
off in one lump sum.

In Vijaya bank there are many retail schemes such as:

 Housing loan
 V Wheels - Four Wheelers
 V Wheels – Two Wheelers
 V Cab Scheme
 Online Education Loan (Vidya Lakshmi Portal) etc.

Vijaya Housing & Vehicle Loan Festive Bonanza – to expand retail loan
portfolio, bank launches Housing & Vehicle Loan Festive Bonanza during the
festive season under this scheme processing and inspection charges are
waived to competitive and to bring more business. This scheme launches
every year during the festive season.

Interpretation – This festive bonanza for housing and vehicle loan is getting
good response from the customers. Vijaya bank launches this bonanza during
festival season so, that customer can sanction loan for house & vehicles.

V- Cab

Bank has launched a retail MSME scheme ‘V - Cabs’ under MOU arrangement
with M/s ANI technologies Pvt Ltd, a leading taxi aggregator (Ola Cabs) for
financing Passenger cars to individuals & Transport operators identified by
the company. Ola Cabs will recommend Individuals/Transport operators
along with KYC documents, Performa Invoice & Applications to the designated
officers at ROs/ Branches. Under the arrangement, Ola Cabs will directly
transfer the non-cash income & incentives earned by cabs to the SB account
maintained with our bank. The scheme is being implemented in 100 cities all
over India. Maximum loan amount shall be Rs 10.00 lakhs at ROI as
applicable to MSME Sector and Processing/documentation charges are
waived for the scheme.

V-AUDITOR- this product is specially designed to meet credit requirements

of chartered Accountants, Cost accountants, and Company Secretaries who
have sufficient year of experience in their profession. It’s a new retail credit
product for providing financial assistance to practicing chartered
Accountants, Cost accountants, and Company Secretaries. The product was
launched om 7th February 2017.

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Purpose of V-Auditor

 For construction of new office premises, renovation / expansion /

modernization of existing premises.
 For acquisition land and construction of office premises thereon.
 To purchase furniture & fixtures, office equipment, computers other
accessories etc.
 Towards working capital and/or financing receivables.

Rate of Interest – Both working capital and term loan:

 1-year MCLR (8.65%) +2.35% = 11% p.a at present subject to reset

annually.

Charges (excluding service tax)

 Processing/upfront fees:

 No processing fees for loans upto Rs. 5 lacs.

 0.25% of the loan amount for loan exceeding Rs. 5 lacs.

 Documentation Charges:

 No documentation charges for loan upto Rs. 25 lacs.

 0.15% of loan amount for loans exceeding Rs. 25 lacs.

 Inspection Charges:

 Rs 250.00 or actual expenses incurred whichever is high,

to be collected quarterly.

V-COMBO LOAN SCHEME – in order to be competitive in the market and

to encourage bank existing and new housing loan borrowers to avail
vehicle loans from the bank, special interest concession is offered under
the scheme. This scheme was launched in 5th July 2016.

Eligibility:

1. The existing housing loan borrower with sanctioned limit of Rs.10 lakhs
and above.
2. In such cases, the account should under standard asset status, at least
for the past one year.
3. New home loan customers with sanctioned limit of Rs 10 lakhs and
above.
4. Only brand-new four-wheeler financed are covered under this scheme.

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 Interest Concession offered for V-Wheels loan:

Existing Concession offered ROI applicable under

under combo offer V-Combo loan Scheme

MCLR + 0.60% = 15 bps MCLR+0.45%= 9.90%

10.05%

DIGITAL BANKING PRODUCTS

INTERNET/MOBILE BANKING

Internet banking is nothing but a banking transaction, carried out over

the internet, via, respective bank or financial institution's website, under a
personal profile, with a personal computer. Conversely, mobile banking is a
service that enables the customer to perform banking transactions using a
cellular device. The bank has upgraded its internet banking i.e., V-Net
Banking and it is now responsive i.e., it can be seamlessly used on laptop,
mobile or any hand-held device. V-net banking is providing services like
balance enquiry, account statement, Intra bank and Inter-bank fund transfer
through RTGS/NEFT/IMPS, Transaction related SMS alerts, Payment of
Indirect and direct taxes.

Features of V-net banking are:

 Online FD/RD account opening.

 Password can be reset online
 Creation of user-id and password credentials online.
 Customers can view their PPF account and transfer funds to PPF
Account from their linked operative accounts using v-net Banking
Facility.
 Customer can view their Vijaya bank Credit card statement.
 Customer can pay import & export custom duties.
 Customer can prefer the language i.e., Hindi/English.
 Customer can perform e-filling of the income tax returns filed.
 Customers can block/unblock V-Net banking by sending SMS to
NETB/NETU.

V-EPASSBOOK+ – The bank’s in-house software development team has

developed mobile application for accessing account details/to view
transaction details. The application is loaded with additional customer
friendly features like facility to add nots to each transaction, facility to
maintain various personal account heads and to add pass book transactions
to their account on a single click etc

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A page with latest offering and information like interest rate of the bank with
links to reach the website of the bank and facility to refer us to a friend is also
available in this application.

The salient features are:

 Maintain passbook of multiple accounts.

 Avail the facility without any request r visit the branch and to update
with account information at any time wherever you are.
 Sync with bank data whenever you like over mobile network and use in
offline mode also.
 Make personal notes on each pass book entries.
 Maintain personal accounts and to tag transactions of passbook to it.
 Record transactions occurring outside the bank also in these personal
accounts.

V-ECONNECT+ – this is a single app which aggregates various e-products of

the bank with the following features:

o Quick links to all the mobile app.

o Quick links to all Websites
o Missed call services
o Net Banking
o Debit card
o Rates
o Social Banking
o Loan and deposit Calculators
o Holidays.

Green Pin for Debit and Credit Cards – In order to promote paperless
banking, the bank has introduced GREEN PIN facility for Debit Cards & Credit
Cards. Customers can re-generate pin for debit & credit cards instantly
through this facility.

BHIM Aadhaar- Vijaya Bank mobile application to allow the merchant to

accept payment from a customer of any bank directly from customer’s bank
account and receive the sale proceeds instantaneously directly into
merchant’s own bank account by authenticating the customer’s biometrics –
currently only fingerprints.
 With BHIM Aadhaar - Vijaya Bank, for merchants would encourage the use
of digital Payments and help eliminate the long waiting period and hassle
of getting a new POS (Point of Sale) machine. This will play a big role in
making India a cashless economy.
 The BHIM Aadhaar – Vijaya Bank payment would also be helpful for
customers to get rid of their stacks of plastic cards, confusing sets of
passwords and their digital payment accounts passwords being stolen.
Also, the customers need not download a digital Payment wallet or not even
possess a smart phone.

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a) Advantages of BHIM Aadhaar – Vijaya Bank

i. Paperless: completely electronic service

ii. Consent based
iii. Eliminates document forgery
iv. Less Time Transaction
v. No Cost
vi. Instantaneous
vii. Machine Readable
viii. Regulation friendly

BHIM VIJAYA UPI - is a Mobile App developed by Vijaya Bank, is intended

to facilitate e-payments and drive towards cashless transactions.
 The application name in Google play store is “BHIM VIJAYA UPI App”.

Benefits of Bhim Vijaya UPI

 It works without POS/Card Swiping machine and thus eliminates need of
keeping cards & swiping machines for making digital payments.
 Users can make payment by scanning the code as well.

Advantages of Bhim Vijaya UPI

 The user can afford to forget remembering your account details, as BHIM
VIJAYA UPI offers virtual address which aims to make payments simpler.
 While Mobile wallets like Paytm, MobiKwik, Airtel Money etc holds your
money, the BHIM VIJAYA UPI doesn’t hold money and transfers amount
between bank accounts.
 The payments can be both sender (payer) and receiver (payee) initiated
and are carried out in a secure, convenient, and integrated fashion.

Vijaya Bank has various Digital Banking products and is actively participating in
the process of digitization (or moving online).

The digital banking products with features are as follows.

 BHIM (Bharat Interface for Money): It is a Mobile App based on the

Unified Payment Interface (UPI). It is intended to facilitate e-payments
directly through banks and drive towards cashless transactions. The app
supports all Indian banks which use that platform and allows the user to
instantly transfer money between bank accounts of any two parties. It can
be used on all mobile devices. This service is available 24x7. The user can
transfer amount to third party in various ways such as account number +
IFSC code or virtual payment address or Aadhaar number or by scanning QR
code also.
 Per Transaction Limit: Rs 10,000 /-
 Daily Limit: Rs 20,000 /-

22
  Bharat QR Code: It is a Quick response(QR) code which is intended to be
displayed at merchant location to accept the payment from customers. This
QR code is different from BHIM Vijaya UPI QR Code. The customer needs to
scan and pay from his/her mobile application for the payment action. The
mobile applications for Bharat QR Code developed by our Bank are VPayQwik
–Mobile Wallet (Customer Application) & V-PayQwik Merchant (Merchant
Application).
V PayQwik - Monthly Transfer Limit
 User: Rs 20,000 /- for non-KYC
 User: Rs 50,000 /- for KYC
 Merchant: Rs 1,00,000 /-

 BBPS (Bharat Bill Payments Service)

 It is an integrated Bill payment system in India offering bill payment
service to customers through a network of agents and providing
instant confirmation of payment.
 It serves as an efficient, cost effective alternative to the existing
systems and enhance consumer confidence and experience.

This service is already available in our Bank’s V-Mobile banking application.

CARD VARIANTS

Credit Card - A credit card is a card issued by a financial company which

enables the cardholder to borrow funds. The funds may be used as payment
for goods and services. Issuance of credit cards has the condition that the
cardholder will pay back the original, borrowed amount plus any additional
agreed-upon charges.

List of Credit Card provided by Vijaya Bank

VISA CLASSIC
VISA GLOBAL
MASTER CARD WORLD
MASTER CARD TITANIUM
MASTER CARD CLASSIC
MASTER CARD GOLD
RUPAY SELECT
RUPAY PLATINUM

23
Debit Card - A debit card is a payment card that deducts money directly
from a consumer’s checking account to pay for a purchase. Debit cards
eliminate the need to carry cash or physical checks to make purchases.

List of Debit Card provided by Vijaya Bank

VISA PLATINUM
VISA CLASSIC
RUPAY PLATINUM
RUPAY CLASSIC
RUPAY KISAN
RUPAY MUDRA

24
3.3 SWOT ANALYSIS

A SWOT analysis is a structured planning method used to evaluate the

strengths, weakness, opportunities, and threats involved in a project or
business venture. A SWOT analysis can be carried out for a product, place,
industry or person. It involves specifying the objectives of the business
venture or project and identifying the internal and external factors that are
favourable and unfavourable to achieve the objective.

In this analysis there exist internal factors they are strengths and weakness
which are internal to the organisation and external factors opportunities and
threats which are external to the organisations.

Strengths: Characteristics of the business or project that give it an advantage

over others.

Weakness: Characteristics that place the business or project at a

disadvantage relative to others.

Opportunities: Elements that the project could exploit to its advantage.

Threats: Elements in the environment that could cause trouble for the
business or project.

Strength:

Emerging bank – Vijaya bank emerges as the most innovative and dynamic
bank in the public sector in term of operational efficiency, profitability,
productivity and launches innovative and attractive product /schemes/
services for the customer.

High End Banking Technology – Vijaya bank moved closer to offer real time
banking facilities to customer. Also focuses on smooth functioning of
departments and gained productivity.

Goodwill of the bank – Vijaya bank has created a sense of goodwill in the
mind of the customers. As it is a Nationalised bank also its financial growth
and profitability’s are reached every year.

Diversified Portfolio of products – various types of products designed to

fulfil the needs of different sections which help the bank to attract new
customers and market penetration.

Weakness

Very low promotions and advertising – Vijaya bank lags in usage of

promotional tools. The bank should focus on the advertisements, publicity,
and promotional activities so that this will help to know customers about the
bank.

25
Performance in the Market – Vijaya bank lags in marketing performance
compared to other foreign and private sector banks. As they offer attractive
facilities to its value customers. Vijaya bank should also take initiatives
regarding product/services and increase the performance level in the market.

Opportunities

Wide range of delivery channels – a wide of delivery channels, strong

presence in the metro centres, comparatively younger force as compared to
other public-sector banks, provide a great potential for bank to fully exploit
the techno savvy products to its advantages.

Profit made by the Bank – the huge profit made by the bank helps the bank
to stretch its arm in various other fields and can create great opportunities
for the bank. So Vijaya bank should take initiative and focus on making profit.

Scope of expansion of branch – the bank has still scope for expansion for
branch network in unbanked areas in India and also international market.

Threats

Quality and services – private and foreign based bank are a way ahead in
rendering the quality in product/services to the customers.

Approach of Bank – Customer centric approach of private sector banks have

opened many more challenges for Vijaya bank especially in retaining
customers and expanding customer base.

Competitors – Vijaya bank is facing competition from various banks it

involves foreign bank, private bank sectors bank also public-sector banks. As
they are providing attractive facilities, also there is quickness in the various
transactions and quality services.

26
3.4 MARKETING MIX OF VIJAYA BANK

The marketing mix has been defined as the “set of marketing tools that the
firm uses to pursue its marketing objectives in the target. Thus, the marketing
mix refers to four broad levels of marketing decision, namely: product, price,
promotion and place.

Product in the Marketing Mix of Vijaya Bank:

The bank offers all the banking services that are found in Indian banks. These
include:

 Savings services
 Credit services
 Withdrawal services
 Fixed deposit services
 Private banking
 Mortgage loans
 Insurance services
 Corporate banking
 Investment banking
 Credit & Debit card services

Price in the Marketing Mix of Vijaya Bank:

The bank uses the comparative pricing strategy while selling its products. As a
result, it is cheaper to buy your products from this bank than it is to buy from
some other financial institutions. Similarly, the bank will cost according to the

27
type and size of the product you go for. For example, taking bigger loans will be
charged at lower percentages than going for small loans.

Place in the Marketing Mix of Vijaya Bank:

The bank is spread all over India, with over numerous customer touch points
that include about 2155 ATMs. Others are 2136 branches stationed in India as
follows: 512 rural branches, 546 semi-urban branches, 544 metro branches and
lastly, 534 urban branches.

 The types of loans and credit cards the bank offers to the customers can
clearly tell you that the bank sells its products to all economic groups.
There are mortgages, school fees loans, agricultural loans, Payee loans
as well as credit cards for a wide range of people. In other words, Vijaya
bank targets all Indians regardless of where they stay or what they do for
an income.

Promotion in the Marketing Mix of Vijaya Bank:

Improvement of the presence, as well as the performance of the bank

throughout the country, has been one of its main marketing strategies. There is
nothing that works best for the population than bringing services close to their
doorsteps. The company has promoted its products and services through the
online and mobile banking channels, thereby pulling more customers to its
counters.

The bank has also been at the forefront of pursuing the financial inclusion
agenda, which is in line with the inclusive growth framework of the country. In
line with these services, the bank aims to empower the rural areas financially,
as they take the banking services closer to them. These are done together with
the social security schemes that include the Atal Pension Yojana and Pradhan
Mantri Jeevan Jyoti Bhima Yojana among others. The Adoption of Girl Child
Corporate Social Responsibility among other CSRs is doing the company a lot
of good.

28
 CHAPTER – 4
DATA INTERPRETATION

29
1.Age of Customer

Column1
6.70% 2.90%

32.70%
18.35%

39.40%

15 - 25 25 -35 35 - 45 45 - 55 55 +

Interpretation – After looking this graph, it can be said the customers of age
group 15-45 are the main customer of the bank as they occupied almost 90%
of this graph. The bank has huge potential in terms of untapped market – Young
and old age group.

2. Occupation of Customer

Professional

3% Business
24%
35%
Student

Employees
28% 10%

Others

Interpretation – Here we can see that about 80% of customers are

Professional, Employees, Student. Business class people comprises only 10%.
Which shows that people who are involve is business has not much interest in
this Bank

30
 3. Income Group

less than 50000

8% 50000 - 100000
9%
36% 100000 - 3000000
16% 300000 - 500000
500000+
17% 14% none of the above

Interpretation – Income does not make any difference as far as opening the
account in Vijaya Bank is concerned, as the pie chart is vividly revealing people
of every segment of income group have opened and are opening account.

4. Features and attributes expected by customer while opening Bank

account

PROPER INFORMATION
34.60%

WORKING HOURS
27.90%

LESS FORMALITIES OF DOCUMENT

43.30%

VARIETY OF PRODUCTS
23.10%

QIK SERVICES
72.10%
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00%

Interpretation - When a customer visits any bank, the first and foremost things
he expects is the quickness of service and the promptness in entertaining by
the bank employee. Second thing customer wishes to have a proper information
regarding his queries. Also factor like less formalities of document are really
significant while opening an account. Varieties of product do not make a big
impact on customer behaviour for opening a bank account.

31
 5. What type of account do you have with Vijaya Bank?

OTHERS
11

FIXED DEPOSIT ACCOUNT

7

SAVING DEPOSIT ACCOUNT

89

CURRENT DEPOSIT ACCOUNT

17

0 10 20 30 40 50 60 70 80 90 100

Interpretation – Saving account is the leading and attractive product for

the Vijaya Bank as it occupies a major chunk in this chart. It is clearly
implying that this product has the ability to satisfy the customers. On the
second position current account has also been helpful to increase the
customer base but still its performance need to be improved. Many of
them have recurring deposit accounts and others deposit. One thing in
this chart which is significant is the business of the bank relying on only
few leading products, reason for this could be, neither has it limited range
of products nor rest of the product does not have much ability to penetrate
in the market. That is giving an alarming message to the management of
the bank to analyse the situation and must ascertain where things are
going wrong and for that and for that hat short of necessary step could
be taken.

6. Who influenced you to open an account with Vijaya Bank?

16%
29% Bank Employees
11% Prospectus
8% Advertisments
36% Friends/relatives
others

Interpretation - As it is said, a satisfied customer is the best medium for

advertisement since in this bar friends/relatives have play a key role in opening
the accounts for others. Which implies that bank real customers are satisfied

32
enough with the facilities available on the product and services enjoyed by
them. Others is considered to those customers working in school/colleges which
is alliance with Vijaya Bank. For example, professor, hostel warden etc of
Dayananda Sagar Institution must open the account with associated bank i.e.
Vijaya Bank for their salary and additional benefits. The bank employees more
or less has been a good performer in its respective domain.

7. How would you rate the account features and services of Vijaya
Bank?

38

33

17

12

1 - POOR 2- SATISFACTORY 3 - GOOD 4 - VERY GOOD 5 - EXCELLENT

Interpretation – As we can see in the above chart that around 70% of its
customers have rated features and attributes of Vijaya bank account as
very good and good, and around 17 customers rated as 5 i.e. excellent
we can say that customers are satisfied. But efforts must be given to know
why there are still saying average about features and services and what
the factors are going wrong with that segment of people.

8. Have you ever taken a Loan?

20% YES
NO
80%

Interpretation – we can see from the chart that almost 80% of the customer
have not taken loan from the bank. Which is not a good sign for bank. Bank has
to bring more attractive schemes for loans so that customer can shows interest

33
towards its. As loan is an asset for bank they should increase features for
loans/advances so that it will pool he customers to avail loan schemes.

9. How would you prefer to repay the loan?

34% Monthly
44%
Quaterly
Yearly
9%
13% None of the above

Interpretation – From the above we can see that customers mostly like to pay
back loans as monthly instalment. As we see that 44% of customer like to pay
loan as monthly base. Whereas 34% is for those customers who have not yet
availed for loan.

10. Do you use internet/mobile banking facilities provided by Vijaya

Bank?

YES NO

27%

73%

Interpretation – From the chart we can see that around 73% of customer are
using internet/mobile Banking which is in good number.
Reason for this can be that today almost everyone has access to either mobile
or computer, thus increasing internet/mobile banking. Also, this helps in saving
34
time and energy of customers as they don’t have to go to bank. Also, bank
should try to increase the level of internet banking users by making it more
customer friendly.

11. What would encourage you to use more the online Banking
services?

HIGHER SECURITY
31

FREE TRANSACTIONS
51

SIMPLER/CLEARER SERVICES
36

REWARDS
22

0 10 20 30 40 50 60

Interpretation - According to this bar graph free transactions, clearer services,

and higher security encourage people to use more online services. Which
shows that Vijaya bank is trying its best to increase the ratio of using online
banking services by providing interesting features/services.

12. How long did you have to wait to get the bank services?

27% 22%
0 - 5 min
5 - 10 min
More than 10 min
51%

35
 Interpretation – as this pie chart shows that around 70% people wait in a
queue for 0 -10 minutes. It is a good sign for a company as it shows efficiency
of employees, but around 30% of them has to wait for more than 10 minutes,
bank should try to further reduce the waiting time.

13. Do employees of Vijaya bank understand your specific needs?

17%

YES
NO
83%

Interpretation – as we can see from the chart that around 83% of customer
said that employees of Vijaya Bank are customer friendly and understand
their specific needs. They should try to bring this level to 100% to increase
customer satisfaction level.

14. In which of the areas do you think Vijaya bank need improvements?

UPDATES
26.90%
TECHNOLOGY
28.80%
SERVICES
35.60%
RELATIONSHIP MANGEMENT
22.10%
PRODUCT
6.70%
0.00% 5.00% 10.00% 15.00% 20.00% 25.00% 30.00% 35.00% 40.00%

Column1 Column2 Series 1

Interpretation – 35% customers feels that bank need to improve their services.
Second thing customer wishes to improve technology. Also updates and

36
relationship management is significant to the customers. Customers feels that
a good relationship management and timely updates helps in convenient
banking. Very few customers feel that there is a need for improvement in
products of bank.

15. In comparison with other banks how would you rate Vijaya bank’s
product and services?

42
39

11 10
2

1 - POOR 2 - FAIR 3 - GOOD 4 - VERY GOOD 5 - EXCELLENT

Interpretation – Rating of any bank depends on its overall performance in the

eye of the people. This graph is vividly showing that around 80% of customers
rate Vijaya Bank very good, good as compared to other banks. The
performance of Vijaya Bank has been good in this city. Reason for this could
be, it has occupied a different position in the people’s mind with its customer
friendly products and to serve them with an efficient and prompt banking
system.

37
16. Are you satisfied with the deposit and products/services offered by
Vijaya Bank?

3% 13% Strongly agree/ Very good

Agree/good
Neutral
50%
34%
Disagree/Bad
Strongly disagree/Very Bad

Interpretation – this pie chart shows that 50% of customer opted for neutral
whereas 45% of customers are satisfied with the deposits and product/
services of Vijaya bank. Bank should try bring more attractive and benefits
services to satisfy the customers and to increase the customer satisfaction
level up to 100%.
17. What kind of services have you availed?

BHIM - VIJAYA UPI

21.20%

E- PASSBOOK
41.30%

CREDIT CARD
14.40%

DEBIT CARD
73.10%

MOBILE BANKING
62.50%

INTERNET BANKING
62.00%

ATM
91.30%

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00% 90.00% 100.00%

Interpretation – As the above pie chart indicates that around 93% of customer
is availing ATM services and 75% of the customers are using debit card, mobile
banking, internet banking. Many of the customers are availing almost all
services. Which means customers are enjoying these services.

38
18. Overall, how is your experience with Vijaya Bank?

2%
Excellent
Very good
8% 13%
Good
Fair
30% Poor
47%

Interpretation – in the above pie chart it shows that almost 75% of the customer
has a good experience with bank services. Remaining percentage is need to be
analyse by the bank that why the customer experience with Vijaya bank is not
well and need to work on it.

39
 CHAPTER -5
FINDING & RECOMMENDATION

40
FINDINGS
 It was found in the study that bank believes in quality service rather than
quantity of service.
 The bank and its customer have long term relationship, Vijaya bank has
tendency to retain its customers at any cost. They believe that the old
customer is more profitable instead a new one that’s why they try to
maintain good and long-term relations to their customers.
 The perception of most of the customer regarding the bank is good
because majority of the customers are satisfied with the bank and they
also recommend the product of the bank.
 According to the customer perception, Vijaya bank is highly responsive.
Customer are assured while transacting with the bank.
 Majority of the customers are not aware about all the services provided
by Vijaya bank.
 The employees are well-versed with their activities and responsibilities of
their department.
 The official tries to make best relationship with the customers.
 The products of the Vijaya bank are not adequately publicized also less
use of promotional tools.
 The bank is lagging in advertisements and promotional activities.
 Number of Vijaya bank’s branches compared to other banks is less.
 The bank is much focusing on retaining the customers and service
design.

41
SUGGESTIONS AND RECOMMENDATIONS

 The bank has a wide customer base, so the bank should concentrate on
this to retain its customers.
 Most customers are satisfied. But the bank should target on the rest of
the customer who are not satisfied.
 The customers are aware about the bank’s services, but the bank should
try to create more awareness among people. Vijaya bank must lay more
stress on advertisements, both in print as well as in other media for this
purpose.
 Number of formalities should reduce, as customer feels irritated with lots
of formalities and it will save the time of customer and bank also.
 It is the duty of the bank to disclose all the material facts regarding
products and services.
 The bank should enhance their services according to the needs of the
customer.
 Mostly professionals and students prefer Vijaya bank in comparison of
business class persons thus, it needs to promote its product and services
that are offered mainly for the business class people. According to the
survey conducted at Kumaraswamy layout branch.
 The bank should focus on the semi urban and rural market because
these markets are very good opportunity for the growth and expansion
of the bank.
 The bank should focus on mass banking to increase their market share.
They should launch such products which would be within the reach of
the lower middle class.
 Learning to understand customer’s needs will allow bank associates to
offer enhanced services, perhaps lowering customers banking costs and
increasing their investment potential. This could also open the possibility
of increased profits for banks.
 Keeping the bank with up-to-date technologically is an important factor.
Modern equipment’s, new improved technology should be replaced with
the old ones. If the staff insides are pleasant and well-informed, in an
aesthetically pleasing environment, then customer satisfaction will be
high.
 Bank must maintain its working environment as result of which customer
not even hesitate to enter the bank.
 Thus, the banking industries must continuously measure and improve
their services to gain customer loyalty.

42
 CHAPTER – 6
CONCLUSION

43
CONCLUSION
 In the days of intense competition, superior product and service is only
the differentiator left before the bank to attract, retain and partner with
the customers. Superior service quality enables a firm to differentiate
itself from its competition, gain a sustainable competitive advantage, and
enhance efficiency. Thus, improving service quality leads to the
customer satisfaction and ultimately to customer loyalty.
 As a leading bank in the banking industry Vijaya bank should not neglect
the promotional activities at all in its activity towards making business as
promotional activity is necessary in any business so that the society and
customer would know about their benefits of the service and that are
influenced to buy.
 Market and environmental analysis is much more of importance before
launching any of the service so Vijaya bank should also foresee the exact
market segment for each of its product cause many of the schemes are
only suitable to a location and class of people.
 Based on the study conducted it can be concluded that professionalism,
technology and updates are the critical dimension of service quality of
Vijaya bank and they are directly related to overall service quality. The
factors that may delight customers tend to be concerned more with the
intangible nature of the service, commitment, attentiveness, care and
courtesy.

44
 BIBLIOGRAPHY

BOOKS & MAGAZINES

 Annual Report of Vijaya BANK 2016-2017

 Annual Report of Vijaya BANK 2017-2018

WEBSITES

 www.vijayabank.com
 www.wikipedia.com
 www.vijayabankonline.com
 www.vijayabank.com/Digital-Banking/Net-Banking
 www.marketing91.com/marketing-mix-vijaya-Bank
 www.vijayabank.com/Savings-and-Deposit
 www.vijayabank.com/Media-Centre/News
 www.business-standard.com/article/finance/vijaya-bank
 www.economictimes.indiatimes.com/vijaya-bank

45
 ANNEXURE

Questionnaire:

1) Name of the customers *

2) Contact number *

3) Age of customer *
o 15 – 25
o 25 - 35
o 35 – 45
o 45 – 55
o 55+
4) Occupation of customers *
o Professional
o Business
o Student
o Employees

5) Income group *
o Less than 50000
o 50000 – 100000
o 100000 – 300000
o 300000 – 500000
o 500000+
o None of the above

46
6) Features and attributes expected by customer while opening Bank
account. *
o Quick services
o Variety of products
o Less formalities of documents
o Working hours
o Proper information

7) What type of account do you have with Vijaya Bank *

o Current deposit account
o Saving deposit account
o Fixed deposit account
o Others

8) Who influenced you to open an account with Vijaya Bank *

o Bank employees
o Prospectus
o Advertisements
o Friends/relatives
o Others
9). How would you rate the account features and services of Vijaya Bank *
o 1 - Poor
o 2 - Fair
o 3 - Good
o 4 – Very Good
o 5 - Excellent
10). Have you ever taken a bank loan *
o Yes
o No
11). How would you prefer to repay the Loan *
o Monthly
o Quarterly
o Yearly
o None of the above
12). Do you use internet/mobile banking facilities provided by Vijaya Bank *
o Yes
o No

47
13) What would encourage you to use more the online banking services?
o Rewards
o Simpler/Clearer services
o Free transactions
o Higher Security
14). How long did you have to wait to get the bank services *
o 0 – 5 min
o 5 – 10 min
o More than 10 min
15) Do employees of Vijaya bank understand your specific needs *
o Yes
o No
16) In which of the areas do you think Vijaya bank need improvements *
o Product
o Relationship management
o Services
o Technology
o Updates
17) In comparison with other banks how would you rate Vijaya bank’s
products and services *
o 1 - Poor
o 2 - Fair
o 3 - Good
o 4 – Very Good
o 5 - Excellent
18). Are you satisfied with the deposit products/ services offered by Vijaya
Bank *
o Strongly agree/ very good
o Agree/good
o Neutral
o Disagree/bad
o Strongly disagree / very bad

48
 19) What kind of services have you availed *
o ATM
o Internet banking
o Mobile banking
o Debit card
o Credit card
o E-passbook
o BHIM – Vijaya UPI

20) Overall, how is your experience with Vijaya Bank *

o Excellent
o Very good
o Good
o Fair
o Poor

49