GROUP MEMBERS

Nishant Mishra Ravi Kumar Goyal

Hrishikesh Kr. Singh

Ganesh Prasad

MBA/1029/2010 MBA/1061/2010 MBA/1065/2010 MBA/1112/2010

BANK
A bank is a financial institution that serves as

a financial intermediary.
Types of bank Central Bank Commercial Bank Saving Bank

INDUSTRY PROFILE
Banks are the Financial backbone of economy.
A bank is a financial institution that deals with money and credit. From past three decades the Indias banking system has several outstanding achievements to its credit. The first bank in India was established in the year 1786.

JOURNEY OF INDIAN BANKING SYSTEM

Phase 1:Early phase from 1786 to 1969. Phase2: Nationalization of banks up to 1991 prior to Indian banking sector reforms. Phase 3: New phase of Indian banking system with the advent of Indian banking and financial reforms after 1991.

NATURE AND SCOPE OF BANKING ACTIVITIES

a) Money deposited in a bank remains safe. Precious articles b)

c)

d)

e)

too can be kept in the safe custody of banks in lockers. Banks provide credit facilities to their customers. Customers with bank accounts also enjoy better credit in the business world. Banks encourage the habit of saving and thrift among people. Banks provide a convenient and safe means of transferring money from one place to another and facilitate business dealings/ transactions. Banks collect and realise bills, cheques, interest and dividend warrants etc. on behalf of their customers.

SERVICE ACTIVITIES
Service activities of banks may be categorised as

follows:
a) Agency services b) General services

AGENCY SERVICES
Collection of cheques, drafts, and bills of exchange on

behalf of customers. Collection of dividend and interest warrants of customers. Collection of pension of government employees. Purchase and sale of securities on the instructions of customers. Executing standing orders for payment of rent, electricity bill, insurance premium etc. Acting as correspondent or representative of customers in dealing with other banks. Acting as trustee or executor when so nominated.

GENERAL SERVICES
Issue of letters of credit, travellers cheques and circular

notes. Safe custody of valuables like gold, jewellery and important documents in safe deposit vaults (lockers) available on hire. Supply of trade information. Acting as a referee as regards financial status of customers. Acceptance of bills of exchange on behalf of customers. Underwriting loans floated by government and public bodies.

PRODUCTS
PERSONAL BANKING: savings account term deposits Safe deposit locker loans investments convenience banking car finance cards BUSINESS: business solutions current accounts personal loans CORPORATE BANKING: trade finance retail assets transaction banking

NRI SERVICES: privy league wealth management

OBJECTIVE OF STUDY
To find the services provided by bank. To find the expectation of customers from their bank.

To find the satisfaction level of customer.

To find an innovative idea which will help the bank to

increase their business.

SCOPE OF STUDY
The study will help to find the gap between the bank

and their customers.

To create awareness about the various banking

services to their customers.

SURVEY
Survey Area
Sample Size Focused Bank

: : :

Kutchahery Chowk, Ranchi 50 SBI main branch

AREA OF SURVEY: KUTCHERY CHOWK RANCHI

Densely populated area.
It located in the centre of Ranchi. Court, CCL, CMPDI.

Bank operated in Kutchery: Union Bank Bank of India State Bank of India ICICI Bank Allahabad bank

QUESTIONNAIRE
Q.1 From which profession you belong?
Advocate b) Businessman c) Service Holder d) Others
a)

Advocates

Others, 10, 20%

Advocates, 16, 32% Business Man, 10, 20%

Service Holder Business Man

Others

Service Holder, 28%

Q.2 Why do you need a bank?

Saving Account b) Salary Account c) Current Account d) Others
a)

Others, 9 Saving A/c, 14 Current A/c, 5

Saving A/c
Salary A/c Current A/c Salary A/c, 22 Others

Q.3. Which Bank you prefer?

a) b) c) d) e)

State Bank of India Allahabad Bank Bank of India ICICI Bank Others

Result
ICICI Bank 14%

Others 10%

SBI 44%

SBI Allahabad Bank Bank of India ICICI Bank Others

Bank of India 18%

Allahabad Bank 14%

Q.4 Which of the services you uses the most?

a) b) c) d) e)

Loans Fixed Deposit Locker Transactions Others

Others Loans 10% 12% FD 30% Transactions 44% Loans FD

Locker
Transactions Others Locker 4%

Q.5 Rate the banking services in terms of satisfaction.

a) b) c) d) e)

Highly satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied

Result
Highly dissatisfied 16% Highly Satisfied 10%

Satisfied 24% Dissatisfied 32% Nutral 18%

Highly Satisfied Satisfied Nutral dissatisfied highly dissatisfied

Q.6 Which type of problem you faced while visiting bank?

More Paper Work b) Time Consuming Procedure c) Employee Attitude d) Communication Gap
a)

Result
Comm. Gap 10% Employee Attitude 24% More Paper work 30% Time Consuming Procedure 36% More Paper work Time Consuming Procedure Employee Attitude Comm. Gap

FINDINGS
Most of the customers prefer SBI.
Poor CRM with common people. Lack of awareness about services.

Customers are not updated with technology.

Long processing time. (draft, loan, etc)

SUGGESTIONS
Maintain good CRM
To create awareness about modern banking To extend the working hour for service holders

Implement KYC norms properly.

To reduce the processing time.

LIMITATIONS
Time constraints.
Money Constraints. Human resource.

REFERENCES