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Therefore it is not surprising that toda(,s winning companies are those succeed best in
satisf(ing indeed delighting their target customer. The( pa( e)treme attention to *ualit( and
service to meeting and even e)ceeding customer e)pectation. The( complete vigorousl( and at
the co-operated smartl( with their strateg( partners in their suppl( and distribution chain. The(
pursue efficientl( and (et are responsible and fle)ible.Customer satisfaction is the outcome felt b( bu(ers who have e)pectation. Customers are
satisfied when their e)pectation are met and delighted when their e)pectations are e)ceeded.
Satisfied customers remain lo(al longer+ bu( more+ and are less sensitive and talk favorable
about the compan(. %rom this it is clear that the satisfied customer will be less sensitive towards
the fluctuating price and offensive marketing t(picall( cost more than defensive marketing+
because it re*uires much effort and cost to induce satisfied customers to switch awa( from their
current suppliers. e should also consider the fact that &the cost of attracting a new customer
ma( be five times the cost of keeping the current customer happ(. Therefore the companies are
intending in developing stronger bones and lo(alt( with their customers.
DEFINITION OF CUSTOMER SATISFACTIONCustomer satisfaction refers to the e)tent to which customers are happ( with the products
and services provided b( a business. Customer satisfaction levels can be measured using surve(
techni*ues and *uestionnaires
DEFINITIONS:Definition 1: Customer satisfaction is e*uivalent to making sure that product and service
performance meets customer e)pectations.
Definition 2: Customer satisfaction is the perception of the customer that the outcome of a
business transaction is e*ual to or greater than his/her e)pectation.
Definition 3: Customer satisfaction occurs when ac*uisition of products and/or services
provides a minimum negative departure from e)pectations when compared with other
ac*uisitions. 0aining high levels of customer satisfaction is ver( important to a business because
satisfaction customers are most likel( to be lo(al and to make repeat orders and to use a wide
range of services offered b( a business There are man( factors which lead in high levels of
customer satisfaction including. 1roducts and services which are customer focused and hence
provide high levels of value for mone(. hat is clear about customer satisfaction is that
customers are most likel( to appreciate the goods and services that the( bu( if the( are made to
feel special. This occurs when the( feel that the products and services that the( bu( have beenspeciall( produced for them or for people like them.
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BENEFITS OF CUSTOMER SATISFACTIONThe importance of customer satisfaction and support is increasingl( becoming a vital business
issue as organization realize the benefits of Customer "elationship anagement 2C" 3 for
providing effective customer service. 1rofessionals working within customer focused business
or those running call centres or help desks+ need to keep informed about the latest customer
satisfaction techni*ues for running a valuable customer service function. %rom small customer
service departments to large call centres+ the importance of developing a valued relationship
with customers using C" is essential to support customer and long-term business growth.
What Do Custome s Want!'efore we begin to create tools to measure the level of satisfaction+ it is important to develop a
clear understanding of what e)actl( the customer wants. e need to know what our customerse)pect from the products and services we provide.Customer e)pectations have two t(pes 4
!)pressed $mplied
E"# esse$ Customer !)pectations are those re*uirements that are written down in the contract
and agreed upon b( both parties for e)ample+ product specifications and deliver( re*uirements.
Supplier,s performance against these re*uirements is most of the items directl( measurable.Im#%ie$ Customer !)pectations are not written or spoken but are the ones the customer would
5e)pect, the supplier to meet nevertheless. %or e)ample+ a customer would e)pect the service
representative who calls on him to be knowledgeable and competent to solve a problem on the
spot. There are man( reasons wh( customer e)pectations are likel( to change overtime. 1rocess
improvements+ advent of new technolog(+ changes in customer,s priorities+ improved *ualit( of
service provided b( competitors are 6ust a few e)amples. The customer is alwa(s right.
Supplier,s 6ob is to provide the customer what he/she wants+ when he/she wants it. Customer
satisfaction is customer,s perception that a supplier has met or e)ceeded their e)pectations.
3&3 W'AT CONSTITUTES SATISFACTION!e cannot create customer satisfaction 6ust b( meeting customer,s re*uirements full( because
these have to be met in an( case. 7owever failing short is certain to create dissatisfactionMa(o Att i)utes of *ustome satisfa*tion in )an+in, in$ust -Can )e summa i.e$ as:1roduct *ualit(1remium Outflow"eturn on $nvestmentServices"esponsiveness and abilit( to resolve complaints and re6ect reports.
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Overall communication+ accessibilit( and attitude.W'AT ARE T'E TOO/S!Customer e)pectations can be identified using various methods such as81eriodic contract reviews
arket researchTelephonic interviews
1ersonal visitsarrant( records
$nformal discussionsSatisfaction surve(s9epending upon the customer base and available resources+ we can choose a method that is most
effective in measuring the customer,s perceptions. The purpose of the e)ercise is to identif(
priorities for improvements. e must develop a method or combination of methods that helps to
continuall( improve service.
3&0 CUSTOMER SATISFACTION SUR E S%ormal surve( has emerged as b( far the best method of periodicall( the customer satisfaction.
The surve( are not marketing tools but an information:gaining tool. !nough homework needs
to be before embarking on the actual surve(. This includes89efining Ob6ectives of the Surve(9esign Surve( approach9evelop *uestionnaires and forms#dminister Surve( 2!mail+ Telephone or 1ost3
ethod of compiling data and anal(sing the findings%ormat of the report to present the findingsThere is no point in asking irrelevant *uestions on a customer satisfaction *uestionnaire. The
basic purpose is to find out what we are doing right or wrong. here is the scope for
improvement+ where do we stand vis-;-vis other suppliers. 7ow we can serve the customer
better to >?. %or repeated surve(s+ (ou could provide the rating that was
previousl( accorded b( the customer. This works like a reference point for the customer.Space should alwa(s be provided for the customers own opinions this enables them to state an(
additional re*uirements or report an( shortcomings that are not covered b( the ob6ective
*uestions. Normall(+ we deal various personnel at various levels in the customer,s organization
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:the bu(er+ user+ receiving inspector+ finance and purchase person etc. surve(ing a number of
respondents for each customer gives a complete perspective of customer satisfaction. $t ma( be
necessar( to device a different *uestionnaire for each of them. "espondents must be provided a
wa( to e)press the importance the( attach to various surve( parameters. "espondents should be
asked to give a weighting factor+ again on a rating scale of sa(+ > to >?+ for each re*uirement.This gives a better indication of relative importance of each parameter towards overall customer
satisfaction and makes it easier for suppliers to prioritize their action plans b( comparing the
performance rating 2scores3 with importance rating 2weighing3.
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NEED FOR T'E STUD
NEED FOR T'E STUD
To identif( the satisfaction level of customer towards different t(pes of service attributes+
b( identif(ing their critical factors.To stud( about the bank about their customized products and services+ according to the
consumer,s needed.To stud( the e)perience and e)pectations of the e)isting customers.To stud( to improve the current standards of services.To stud( the scope of introducing new t(pes of services.To stud( about the business tactics followed to stand against the competitors.
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STATEMENT OF T'E
5ROB/EM
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STATEMENT OF T'E 5ROB/EM
This Stud( will help us to understand the consumer,s satisfaction about banking services and
products. This stud( will help banks to Understand+ how a consumer selects+ organizes and
interprets the @ualit( of service and product offered b( banks. The market is more aware and
realistic about investment and returns %rom financial products. $n this background this stud(
tries to anal(ze The customer satisfaction towards banking services in general and $O' $n
particular.
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INDUSTR 5ROFI/E
INTRODUCTION TO BAN6IN7 IN INDIAThe banking section will navigate through all the aspects of the 'anking S(stem in $ndia. $t will
discuss upon the matters with the birth of the banking concept in the countr( to new pla(ers
adding their names in the industr( in coming few (ears.
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The banker of all banks+ "eserve 'ank of $ndia 2"'$3+ the $ndian 'anks #ssociation 2$'#3 and
top A? banks like $9'$+ 7S'C+ $C$C$+ #'N # "O+etc. has been well defined under three
separate heads with one page dedicated to each bank.7owever+ in the introduction part of the entire banking cosmos+ the past has been well e)plained
under three different heads namel(8B 7istor( of 'anking in $ndiaB Nationalization of 'anks in $ndiaB Scheduled Commercial 'anks in $ndiaThe first deals with the histor( part since the dawn of banking s(stem in $ndia. 0overnment took
ma6or step in the > D to put the banking sector into s(stems and it nationalized >E private banks
in the mentioned (ear. This has been elaborated in Nationalization 'anks in $ndia. The last but
not the least e)plains about the scheduled and unscheduled banks in $ndia. Section EA 2D3 2a3 of
"'$ #ct > FE la(s down the condition of scheduled commercial banks. The description along
with a list of scheduled commercial banks are given on this page
'ISTOR OF BAN6IN7 IN INDIAithout a sound and effective banking s(stem in $ndia it cannot have a health( econom(. The
banking s(stem of $ndia should not onl( be hassle free but it should be able to meet new
challenges posed b( the technolog( and an( other e)ternal and internal factors. %or the past
three decades $ndia,s banking s(stem has several outstanding achievements to its credit. The
most striking is its e)tensive reach. $t is no longer confined to onl( metropolitansor
cosmopolitans in $ndia. $n fact+ $ndian banking s(stem has reached even to the remote corners of
the countr(. This is one of the main reasons of $ndiaGs growth process. 0overnment,s regular
polic( for $ndian bank since > D has paid richdividends with the nationalization of >E ma6or
private banks of $ndia. Not long ago+ an account holder had to wait for hours at the bank
counters for getting a draft or for withdrawing his own mone(. Toda(+ he has a choice. 0one are
da(s when the most efficient bank transferred mone( from one branch to other in two da(s. Now
it is simple as instant messaging or dials a pizza. one( has become the order of the da(. The
first bank in $ndia+ though conservative+ was established in >HID.%rom >HID till toda(+ the 6ourne( of $ndian 'anking S(stem can be segregated into three distinct phases. The( are as
mentioned below8B !arl( phase from >HID to > D of $ndian 'anksB Nationalization of $ndian 'anks and up to > > prior to $ndian banking sector "eforms.B New phase of $ndian 'anking S(stem with the advent of $ndian %inancialJ 'anking Sector "eforms after > >.To make this write-up more e)planator(+ $ prefi) the scenario as 1hase $+ 1hase $$ and 1hase $$$.5hase IThe 0eneral 'ank of $ndia was set up in the (ear >HID. Ne)t came 'ank of 7industan and
'engal 'ank. The !ast $ndia Compan( established 'ank of 'engal 2>I? 3+ 'ank of 'omba(
2>IE?3 and 'ank of adras 2>IEF3 as independent units and called it 1residenc( 'anks. These10
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three banks were amalgamated in > A? and $mperial 'ank of $ndia was established which
started as private shareholders banks+ mostl( !uropeans shareholders. $N >IDK #llahabad 'ank
was established and first time e)clusivel( b( $ndians+ 1un6ab National 'ank Ltd. was set up in
>I E with head*uarters at Lahore. 'etween > ?D and > >F+ 'ank of $ndia+ Central 'ank of
$ndia+ 'ank of 'aroda+ Canara 'ank+ $ndian 'ank+ and 'ank of (sore were set up. "eserve'ank of $ndia came in > FK.9uring the first phase the growth was ver( slow and banks also
e)perienced periodic failures between > >F and > EI. There were appro)imatel( >>?? banks+
mostl( small. To streamline the functioning and activities of commercial banks+ the 0overnment
of $ndia came up with The 'anking Companies #ct+ > E which was later changed to 'anking
"egulation #ct > E as per amending #ct of > DK 2#ct No. AFof > DK3. "eserve 'ank of $ndia
was vested with e)tensive powers for the supervision of banking in $ndia as the Central 'anking
#uthorit(. 9uring those da(,s public has lesser confidence in the banks. #s an aftermath depositmobilization was slow. #breast of it the savings bank facilit( provided b( the 1ostal department
was comparativel( safer. oreover+ funds were largel( given to traders.5hase II0overnment took ma6or steps in this $ndian 'anking Sector "eform after independence. $n > KK+
it nationalized $mperial 'ank of $ndia with e)tensive banking facilities on a large scale
especiall( in rural and semi-urban areas. $t formed State 'ank of $ndia to act as the principal
agent of "'$ and to handle banking transactions of the Union and State 0overnments all over
the countr(. Seven banks forming subsidiar( of State 'ank of $ndia was nationalized in > D? on> th Mul(+ > D + ma6or process of nationalization was carried out. $t was the effort of the then
1rime inister of $ndia+ rs. $ndira 0andhi. >E ma6or commercial banks in the countr( were
nationalized. Second phase of nationalization $ndian 'anking Sector "eform was carried out in
> I? with seven more banks. This step brought I? of the banking segment in $ndia under
0overnment ownership. The following are the steps taken b( the 0overnment of $ndia to
"egulate 'anking $nstitutions in the Countr(8B > E 8 !nactment of 'anking "egulation #ct.B > KK8 Nationalization of State 'ank of $ndia.B > K 8 Nationalization of S'$ subsidiaries.B > D>8 $nsurance cover e)tended to deposits.B > D 8 Nationalization of >E ma6or banks.B > H>8 Creation of credit guarantee corporation.B > HK8 Creation of regional rural banks.B > I?8 Nationalization of seven banks with deposits over A?? corers.#fter the nationalization of banks+ the branches of the public sector bank $ndia rose to
appro)imatel( I?? in deposits and advances took a huge 6ump b( >>+??? .'anking in the
sunshine of 0overnment ownership gave the public implicit faith and immense confidence about
the sustainabilit( of these institutions.5hase III
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This phase has introduced man( more products and facilities in the banking sector in its reforms
measure. $n > >+ under the chairmanship of Narasimha+ a committee was set up b( his name
which worked for the liberalization of banking practices. The countr( is flooded with foreign
banks and their #T stations. !fforts are being put to give a satisfactor( service to customers.
1hone banking and net banking is introduced. The entire s(stem became more convenient andswift. Time is given more importance than mone(. The financial s(stem of $ndia has shown a
great deal of resilience. $t is sheltered from an( crisis triggered b( an( e)ternal macroeconomics
shock as other !ast #sian Countries suffered. This is all due to a fle)ible e)change rate regime+
the foreign reserves are high+ the capital account is not (et full( convertible+ and banks and their
customers have limited foreign e)change e)posure.
SC'EDU/ED COMMERCIA/ BAN6S IN INDIAThe commercial banking structure in $ndia consists of8B Scheduled Commercial 'anks in $ndiaB Unscheduled 'anks in $ndiaScheduled 'anks in $ndia constitute those banks which have been included in the Second
Schedule of "eserve 'ank of $ndia 2"'$3 #ct+ > FE. "'$ in turn includes onl( those banks in
this schedule which satisf( the criteria laid down vide section EA 2D3 2a3 of the #ct. #s on F?th
Mune+ > + there were F?? scheduled banks in $ndia having a total network of DE+ >I branches.
The scheduled commercial banks in $ndia comprise of State bank of $ndia and its associates 2I3+
nationalized banks 2> 3+ foreign banks 2EK3+ private sector banks 2FA3+ co-operative banks andregional rural banks. &Scheduled banks in $ndia means the State 'ank of $ndia constituted
under the State 'ank of $ndia #ct+ > KK 2AF of > KK3+ a subsidiar( bank as defined in the State
'ank of $ndia 2Subsidiar( 'anks3 #ct+> K 2FI of > K 3+ a corresponding new bank constituted
under section F of the 'anking Companies 2#c*uisition and Transfer of Undertakings3 #ct+ > H?
2K of > H?3+ or under section F of the 'anking Companies 2#c*uisition and Transfer of
Undertakings3 #ct+ > I? 2E? of> I?3+ or an( other bank being a bank included in the Second
Schedule to the "eserve 'ank of $ndia #ct+ > FE 2A of > FE3+ but does not include a co-operative bank. &on-scheduled bank in $ndia means a banking compan( as defined in clause 2c3 of
section K of the 'anking "egulation #ct+ > E 2>? of> E 3+ which is not a scheduled bank .The fo%%o4in, a e the S*he$u%e$ Ban+s in In$ia 85u)%i* Se*to 9:B State 'ank of $ndiaB State 'ank of 'ikaner and Maipur B State 'ank of 7(derabadB State 'ank of $ndoreB State 'ank of (soreB State 'ank of SaurashtraB State 'ank of TravancoreB #ndhra 'ank B #llahabad 'ank
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B 'ank of 'arodaB 'ank of $ndiaB 'ank of aharashtraB Canara 'ank B Central 'ank of $ndiaB Corporation 'ank
B 9ena 'ank B $ndian Overseas 'ank B $ndian 'ank B Oriental 'ank of CommerceB 1un6ab National 'ank B 1un6ab and Sind 'ank B S(ndicate 'ank B Union 'ank of $ndiaB United 'ank of $ndiaB UCO 'ank B Pi6a(a 'ank The fo%%o4in, a e the S*he$u%e$ Ban+s in In$ia 85 i ate Se*to 9:B $N0 P(s(a 'ank LtdB #)is 'ank LtdB $ndus 'ank LtdB $C$C$ 'ank LtdB South $ndian 'ank B 79%C 'ank LtdB Centurion 'ank LtdB 'ank of 1un6ab LtdB $9'$ 'ank LtdThe fo%%o4in, a e the S*he$u%e$ Fo ei,n Ban+s in In$ia:B #merican !)press 'ank Ltd.B #NQ 0rid la(s 'ank 1lc.B 'ank of #merica NT J S#B 'ank of Tok(o Ltd.B 'an*uc Nationals de 1arisB 'arcla(s 'ank 1lc.B Citi 'ank N.C.B 9eutsche 'ank #.0.B 7ong Rong and Shanghai 'anking CorporationB Standard Chartered 'ank.
B The Chase anhattan 'ank Ltd.B 9resdner 'ank #0.
BAN6IN7 SER ICES IN INDIAith (ears+ banks are also adding services to their customers. The $ndian banking industr( is
passing through a phase of customers market. The customers have more choices in choosing
their banks. # competition has been established within the banks operating in $ndia. ith stiff
competition and advancement of technolog(+ the services provided b( banks have become more
eas( and convenient. The past da(s are witness to an hour wait before withdrawing cash from
accounts or a Che*ue from north of the countr( being cleared in one month in the south.
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Thissection of banking deals with the latest discover( in the banking instruments along with the
polished version of their old s(stems.BAN6 ACCOUNTThe most common and first service of the banking sector. There are different t(pes of bank
account in $ndian banking sector. The bank accounts are as follows8B 'ank Savings #ccount - 'ank Savings #ccount can be opened for eligible person / persons and
certain organizations / agencies 2as advised b( "eserve 'ank of $ndia 2"'$3 from time to time3B 'ank Current #ccount - 'ank Current #ccount can be opened b( individuals / partnership
firms / 1rivate and 1ublic Limited Companies / 7U%s / Specified #ssociates / Societies / Trusts+
etc.B 'ank Term 9eposits #ccount - 'ank Term 9eposits #ccount can be opened b( individuals /
partnership firms / 1rivate and 1ublic Limited Companies / 7U%s/ Specified #ssociates /
Societies /Trusts+ etc.
B 'ank #ccount Online - ith the advancement of technolog(+ the ma6or banks in the public and private sector has facilitatedtheir customer to open bank account online. 'ank account online is
registered through a 1C with an internet connection. The advent of bank account online has
saved both the cost of operation for banks as well as the time taken in opening an account.
5/ASTIC MONECredit cards in $ndia are gaining ground. # number of banks in $ndia are encouraging people to
use credit card. The concept of credit card was used in > K? with the launch of charge cards in
US# b( 9iners Club and #merican !)press. Credit card however became more popular with use
of magnetic strip in > H?.Credit card in $ndia became popular with the introduction of foreign
banks in the countr(. Credit cards are financial instruments+ which can be used more than once
to borrow mone( or bu( products and services on credit. 'asicall( banks+ retail stores and other
businesses issue these.
/OANS'anks in $ndia with the wa( of development have become eas( to appl( in loan market. The
following loans are given b( almost all the banks in the countr(8B 1ersonal LoanB Car Loan or #uto LoanB Loan against SharesB 7ome LoanB !ducation Loan or Student Loan$n 1ersonal Loan+ one can get a sanctioned loan amount between "sAK+ ??? to >?+ ??+???
depending upon the profile of person appl(ing for the loan. S'$+ $C$C$+ 79%C+ 7S'C are some
of the leading banks which deals in 1ersonal Loan. #lmost all the banks have 6umped into the
market of car loan which is also sometimes termed as auto loan. $t is one of the fast movingfinancial products of banks.
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Car loan / auto loan are sanctioned to the e)tent ofIK upon the e)-showroom price of the car
with some simple paperwork,s and a small amount of processing fee.Loan against shares is ver( eas( to get because li*uid guarantee is involved in it.7ome loan is
the latest craze in the banking sector with the development of the infrastructure. Now people are moving to township outside the cit(. ore number of townships is coming up
to meet the demand of Ghouse for allG. The "'$ has also liberalized the interest rates of home loan
in order to match the repa(ment capabilit( of even middle class people. #lmost all banks are
dealing in home loan. #gainS'$+ $C$C$+ 79%C+ 7S'C are leading.The educational loan+ rather to be termed as student loan+ is a goodbanking product for the mass.
Students with certain academic brilliance+ stud(ing at recognized colleges/universities in $ndia
and abroad are generall( given education loan / student loan so as to meet the e)penses on
tuition fee/ maintenance cost/books and other e*uipment.
MONE TRANSFER 'eside lending and depositing mone(+ banks also carr( mone( from one corner of the globe to
another. This act of banks is known as transfer of mone(. This activit( is termed as remittance
business. 'anks generall( issue 9emand 9rafts+ 'ankerGs Che*ue+ one( Orders or other such
instruments for transferring the mone(. This is at(pe of Telegraphic Transfer or Tele Cash
Orders. $t has been onl( a couple of (ears that banks have 6umped into themone( transfer
businesses in $ndia. The international mone( transfer market grew .F from A??F to A??E i.e.
from US A>F bn. to US AFFbn. in A??E. !conomists sa( that the market of mone( transfer willfurther grow at a cumulative >A.> average growth rate throughA?? .
FUTURE OF BAN6IN7 IN INDIA# health( banking s(stem is essential for an( econom( striving to achieve good growth and (et
remain stable in an increasingl( global business environment. The $ndian banking s(stem has
witnessed a series of reforms in the past+ like deregulation of interest rates+ dilution of
government stake in 1S's+ and increased participation of private sector banks. $t has also
undergone rapid changes+ reflecting a number of underl(ing developments. This trend hascreated new competitive threats as well as new opportunities. This paper aims to foresee ma6or
future banking trends+ based on these past and current movements in the market. 0iven the
competitive market+ banking will 2and to a great e)tent alread( has3 become a process of choice
and convenience. The future of banking would be in terms of integration. This is alread(
becoming realit( with new-age banks such as =!S 'ank+ and others too adopting single-1$N.
0eograph( will no longer be an inhibitor. Technolog( will prove to be the differentiator in the
short-term but the d(namic environment will soon lead to its saturation and what will ultimatel(
bethe ke( to success will be a better relationship management.
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O ER IEW$f one were to sa( that the future of banking in $ndia is bright+ it would be a gross
understatement. ith the growing competition and convergence of services+ the customers 2(ou
and $3 stand onl( to benefit more to sa( the least. #t the same time+ emergence of a multitude of
comple) financial instruments is foreseen in the near future 2the trend is visible in the currentscenario too3 which is bound to confuse the customer more than ever unless she spends hours
2ma(be da(s3 to understand the same. 7ence+ $ see a growing trend towards the importance of
relationship managers. The success 2or failure3 of an( bank would depend not onl( on tapping
the untapped customer base 2from other departments of the same bank+ customers of related
similar institutions or those of the competitors3 but also on the effectiveness in retaining the
e)isting base. $ndia has witness to a sea change in the wa( banking is done in the past more than
two decades. Since > >+ the "eserve 'ank of $ndia 2"'$3 took steps to reform the $ndian
banking s(stem at a measured pace so that growth could be achieved without e)posure to an(
macro environment and s(stemic risks. Some of these initiatives were deregulation of interest
rates+ dilution of the government stake in public sector banks 21S's3+ guidelines being issued for
risk management+ asset classification+ and provisioning. Technolog( has made tremendous
impact in banking. 5 Anywhere banking , and Anytime banking , have become a realit(. The
financial sector now operates in a more competitive environment than before and intermediates
relativel( large volume of international financial flows. $nthe wake of greater financial
deregulation and global financialintegration+ the biggest challenge before the regulators is of
avoiding instabilit( in the financial s(stem.
RIS6 MANA7EMENTThe future of banking will undoubtedl( rest on risk managementd(namics. Onl( those banks
that have efficient risk managements(stem will survive in the market in the long run. The
effectivemanagement of credit risk is a critical component of comprehensive risk management
essential for long-term success of a banking institution. #lthough capital serves the purpose of
meeting une)pected losses+ capital is not a substitute for inade*uate decontrol or risk
management s(stems. Coming (ears will witness banks striving to create sound internal control
or risk management processes. ith the focus on regulation and risk management in the 'asel
%ramework gaining prominence+ the post-'asel $$ era will belong to the'anks that manage their risks effectivel(. The banks with proper risk management s(stems
would not onl( gain competitive advantage b( wa( of lower regulator( capital charge+ but would
also add value to the shareholders and other stakeholders b( properl( pricing their services+ade*uate provisioning and maintaining a robust financial structure.
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BAN6 5ROFI/E
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BAN6 5ROFI/E
!stablished on >?th %ebruar( > FH b( r. . Ct. . Chidambaram Chett(ar+ leader in banking+
insurance and industr( areas+ $ndian Overseas 'ank 2$O'3 had the twin aims of attaining
specialization in overseas banking as well as foreign e)change business. $O' has alwa(s been
talked about for its e)cellent presence and services. #t the time of inauguration+ $O' started its
business in three branches at the same time. The branches were located at Raraikudi and
Chennai in $ndia and "angoon in (anmar+ erstwhile 'urma. $t had a branch in 1enang also.
9uring the time when $ndia became an independent nation+ $ndian Overseas 'ank was running
FI branches in $ndia and H overseas branches. #t that point of time+ the 9eposits of the bank was
"s.D.DE corer and #dvances was "s.F.AF corer
$O' received the status of nationalized bank in the (ear > D along with other >F ma6or banks.
'( this time+ it had > K branches. 0raduall( between the periods > D and > A+ $O' started
spreading its wings in foreign destinations like Colombo and Seoul.
$O' was the first bank to receive $SO ??> Certification from 9et Norske Perities 29NP3+
Netherlands in the month of September > for its Computer 1olic( and 1lanning 9epartment.
'esides+ in its 6ourne(+ it has won man( awards and accolades too. These include8
N#'#"9Gs award A???-A??> for creating ma)imum number of credit links of Self 7elp
0roups in comparison to all the other 'anks in Tamil Nadu
'est #ward under the categor( of 'anking Technolog( in the (ear A??>
BRANC' 5ROFI/E 8IOB CAT'EDRA/9Cathedral is also one of the important branches in Chennai. $n cathedral branch has more than
AI??? account is there and also issuing pension like Chennai co-operation+ 1ort trust+ 0ovt.
7ospitals+ railwa(,s+ TC+ 1 9+ Tele-communication department etc. this service is offering
from FK(ears ago. Totall( FA staff working for that the branch+ %oreign e)change dealing is done
here. #ll t(pe of loans is provided here. Locker+ 99+ 'C+ gold coins etc.+ are the facilities given
here. Cathedral branch is C'S t(pe.
WOR6IN7 'OURS;$n $ndian overseas bank working hours is from 8F?# to E8F?1 .
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'EAD OFFICE;The head office of the $ndian overseas bank is located at mount road near spencer plaza
ADDRESS; No HDF #nna salai+Chennai 4 D????A
INDIAN O ERSEAS BAN6;$O' is a one of the ma6or bank based in Chennai with over >E?? domestic branch J D branches
in #broad. The bank was established in > FH to encourage overseas banking for foreign
e)change operation. The bank started simultaneousl( with F branches there are
$ndian overseas bank Chennai $ndian overseas bank "angoon $ndian overseas bank Singapore $ndian overseas bank 'urma $ndian overseas bank ala(sia $ndian overseas bank Srilanka $ndian overseas bank Sumatra
$n the (ear A??? $.O.' engaged $ndia in $1O which brought the 0ovt. share in the bank down to
HK .
IOB Inte nationa% e"#ansion
> FH-FI8 #s mentioned above+ $O' was international from its inception with branches
$ndian Overseas 'ank "angoon+ $ndian Overseas 'ank 1enang+ and $ndian Overseas 'ank
Singapore.
> E>8 $O' opened a branch in ala(a that presumabl( closed almost immediatel( because
of the war.
> ED8 $O' opened a branch in Ce(lon.
> EH8 $O' opened a branch in 'angkok and re-opened others.
> EI8 United Commercial 'ank 2see below3 opened a branch in ala(a.
> E 8 $O' opened a branch in 'angkok.
> DF8 The 'urmese government nationalized $O'Gs branch in "angoon.
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> HF8 $O'+ $ndian 'ank and United Commercial 'ank established United #sian 'ank
'erhad. 2$ndian 'ank had been operating in ala(sia since > E> and United Commercial
'ank Limited had been operating there since > EI.3 The banks set up United #sian to
compl( with the 'anking Law in ala(sia+ which prohibited foreign government banks
from operating in the countr(. #lso+ $O' and si) $ndian private banks established 'haratOverseas 'ank as a Chennai-based private bank to take over $O'Gs 'angkok branch. The
'aharat Overseas 'ank is the onl( private bank that the "eserve 'ank of $ndia has permitted
to have a branch outside $ndia. The ownership was8 $ndian Overseas 'ank 2F? 3+ 'ank of
"a6asthan 2>D 3+ P(s(a 'ank 2>E.DD 3+ %ederal 'ank 2> .DH 3+ Rarur P(s(a 'ank 2>? 3+
South $ndian 'ank 2>? 3 and Rarnataka 'ank 2I.DH 3. 'harat Overseas serves the $ndian
ethnic communit( in Thailand.
> HH8 $O' opened a branch in Seoul.
> >8 'ank of Commerce 2'C'3+ a ala(sian bank+ ac*uired United #sian 'ank 2U#'3. $n
> 'C' merged with 'ank 'umiputra ala(sia to form 'umiputra-Commerce 'ank
'erhad.
$ndian overseas bank has being operated in ala(sia since > E>+ and united commercial bank
limited has been operated since > EI. The bank has being set up united #sian compan( with
banking law in ala(sia+ which prohibited foreign 0ovt. 'ank from operating in the count(.
#lso $.O.' and other si) bank $ndian private bank etc. 'harath overseas banks as Chennai based
private bank to take over $.O.' 'angkok branch. The bharath overseas bank is the onl( private
bank+ which the reserve bank of $ndia has permitted to have a branch out side $ndia.
The ownership was+
$ndian overseas bank 2F? 3
'ank of "a6asthan 2>I 3P(s(a bank 2>E.DD 3%ederal bank 2> .DH3South $ndian bank 2>? 3.Rarnataka bank 2I.DH 3.'harath overseas bank the $ndian ethic communit( in Thailand. $n > HH $.O.' opened a branch in Seoul.> > bank of commerce 2'C'3 a ala(sian bank 2U.#.'3 in > 'C' merged with
bank 'rahmaputra ala(sia.
FUNCTIONS OF INDIAN O ERSEAS BAN6
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$ts accept deposits from the public.$t lends mone( to the need( people+ for having loans+ 6ewels loans J for the customer
durable goods.'ank issue Che*ue.$t deals in the bill of e)change+ dies+ promissor( notes+ coupons+ draft+ and bill of
lending+ railwa( receipts+ warrants+ certificates+ scripts J other securities weather
transferable or negotiable.$t acts as agent for remittance of mone( on behalf of government+ municipalit(+ local
board+ $nsurance Corporation J other.$t grants J issue letter of credit travelers Che*ue J circular notes.
BOARD OF DIRECTORS
STREN7T' OF T'E BOARD:
1resentl(+ there are >? 9irectors on the 'oard of the 'ank. 'rief 1articulars of each of the
directors are placed below8
>. Sh i S&A& Bhat K?
@ualification 8 .Sc.+ '#+ C#$$'
#ppointed on8 >D.?K.A??I
Term ends on8 F>.?I.A?>?
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29ate of Superannuation3
AT CANARA BAN6
Shri = L adan 6oined Canara 'ank in > HF as Officer trainee and has FK (ears of
e)perience. 7e served mostl( in northern areas of 1un6ab+ 7ar(ana+ Chandigarh+ 'ihar+ 9elhi
and had a posting at Overseas !)change Compan( in 9oha+ @uatar+ managed b( Canara
'ank+ 7e had one (ear stint as %acult( in Canara 'ank Training Centre+ umbai. 7e was the
0eneral anager from October A??F in Canara 'ank before his appointment in $O' as its
!)ecutive 9irector.
A. Smt.Nupur itra
!)ecutive 9irector
9O'8 ?I.>A.> KA
@ualifications8 '.Sc.+ LL'
#ppointed on8 ?H.>A.A??
Term ends on8 F>.>A.A?>A
29ate of Superannuation3
AT BAN6 OF INDIA
Smt.Nupur itra started her career with 'ank of $ndia in Lucknow as 9irect "ecruit Officer in
the (ear > HK. 9uring her service spanning over FE (ears+ she served the 'ank of $ndia in
various capacities at the branches and its Qonal Offices.
She moved over to head London 'ranch on overseas assignment in mid A??>. 7er overseas
tenure in London and thereafter as Chief !)ecutive of !urope operations was the most satisf(ing
part of her career in terms of business and contribution.
#fter an e)emplar( overseas stint+ back in the otherland+ she headed the umbai and
Chandigarh Qones of the 'ank. #s 0eneral anager at the Corporate Office she was in charge
of Credit+ S !+ "etail 'anking 29eposit J #dvances3+ Card 1roducts+ 1ublic "elations+
9epositor( Services+ etc.
Smt. Nupur itra was the 0eneral anager of 'ank of $ndia before her appointment in $O' as
its !)ecutive 9irector.
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K. Sh i N& S i$a an
orkmen !mplo(ee 9irector
9O'8 >?.>A.> K?
@ualification8 SSLC
Nominated b( 0O$ on8 A?.?E.A??H
Term ends on8 > .?E.A?>? and thereafter until his successor is dul(
nominated or till he ceases to be a workmen emplo(ee of $O' or until further orders+ whichever
is earlier.
Shri N Sridaran 6oined the 'ank on ?A.?K.> HA and is having more than FD (ears of banking
e)perience in $O'. 7e is presentl( a Special Cadre #ssistant attached to Cathedral 'ranch of the
'ank.
D. Shri '. P. #ppa "ao
1art-Time Non-Official 9irector
9O'8 ?D.?D.> K?
@ualifications8 '.Com. %.C. #.
Nominated b( 0O$ on8 A .?I.A??I
Term ends on8 AI.?I.A?>>
# *ualified Chartered #ccountant in > I?+ Shri #ppa "ao+ immediatel( 6oined #ndhra 'ank as
Officer and served for D (ears. Leaving #ndhra 'ank+ he 6oined /s The #ndhra Sugars Limited
of #ndhra 1radesh in the Senior anagement and served for H (ears.
7e is presentl( a Senior 1artner in /s '.P. "ao #ssociates+ Chartered #ccountants+ 0untur
started in the (ear > E. 9uring these >E (ears of service he was Statutor( 'ranch auditor for
Union 'ank of $ndia+ State 'ank of $ndia and #ndhra 'ank. 7e was Concurrent #uditor for
various branches of #ndhra 'ank and Union 'ank of $ndia at 0untur. 7e was also Statutor(
#uditor for the 9ivisions of United $nsurance compan( Limited appointed b( Comptroller and
#uditor 0eneral of $ndia.
H. Shri Soora6 Rhatri
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1art-Time Non-Official 9irector 4 Second Time
9O'8 ?D.?I.> KK
@ualifications8 '.Sc.+ LL.'.+ 9ip. $n Labour Law
Nominated b( 0O$ on8 AD.>?.??
Term ends on8 AK.>?.A?>A or until further orders+
hichever is earlier defines8 &%oreign e)change means foreign
currenc( and includes---
2$3 9eposits+ credits and balances pa(able in an( foreign currenc(.2$$3 2ii3 9rafts+ travelers Che*ue+ letters of credit or mills of e)change+ e)pressed or
drawn in $ndian currenc( but pa(able in an( foreign currenc(
2iii3 9rafts+ travellers Che*ue+ letters of credit or bills of e)change drawn b( banks+ intuitions or
persons outside $ndia+ bit pa(able in $ndian currenc(.
Thus+ foreign e)change includes foreign currenc(+ balances kept abroad+ and instruments
pa(able in foreign currenc(+ and instruments drawn aboard but pa(able in $ndian currenc(.
%oreign e)change is the mechanism b( which the currenc( of one countr( gets converted
into the currenc( of another countr(. %oreign e)change pla(s an important role in international
trade. The conversion of currencies is done b( banks who deal in foreign e)change. These banks
maintain stocks of foreign currencies in the form of balances with banks abroad.
RE5ORTIN7 OF FOREI7N E=C'AN7E TRANSWACTIONS
B BRANC'ES:
MONETAR /IMT:
#N= S#L! O" 1U"C7#S! O% %O"!$0N !WC7#N0! 7!"! "!1!! P#LU! $S "S.K?+
???/- or above+ branches should obtain ratFs form dealings rooms at %!9CO 2%O"!$0N
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!WC7#N0! 9!P!LO1 !NT C!NT"#L O%%$C!3 Th.'.+ umbai+ as the case ma(be. $f the
transactions are put through at the rates given b( %!9CO/Tr.'.+ umbai+ the same should be
reported b( branch immediatel( b( tele)/fa).
$f the branches purchase more than one sale at a time+ whose aggregate value is rs.K?+???/- and
above then also branches should contact dealings room at %!9CO/Th.'. + umbai for rates and
reporDt the same b( tele)/fa) even though the individual item ma( be below "s.K?+???/-.
$f the branches purchase/sell foreign e)change 2either as one or multiple3 whose value at the
time of purchase/sale will be below "s.K?+???/- b( appl(ing the card rate+ but during the da( the
aggregate purchase or sale e)ceed "s.K?+???/-+ then at the end of the da( branches should report
the aggregate of such purchases/sales dealing room at %!9CO/Tr. umbai b( teem/fa) at the
card rate if the aggregate purchase or sale is below rs.K?+???/-+ branch should report throughe)change position memo immediatel(. The e)change position memo ma( be sent b( teem or
details conve(ed over phone according to the convenience of branch. Care should be taken not
to omit an( transaction form reporting
$n case of u since bill discounted+ the branches should contact dealing room at %!9CO/T". '+
umbai for rates irrespective of the amount of bill+ i.e.+ even if the rupee amount of bill is less
than "s.K?+???/-. 'ranches should not appl( card rates but appl( card rates but appl( rates
obtained from dealing room.
C'ASSIFICATION OF SA/E 5URC'ASE TRANSACTIONS FOR
RE5ORTIN7 5UR5OSES
The purchase transactions are classified under the heads e)ports and non-e)ports. Similarl(
the sale transactions are classified under the heads non-import
The items are to be include these heads are as below.
E=5ORT NON?E=5ORTS IM5ORTS NO?IM5ORTS
!)port bills
1urchased
discountednegotiated
1urchase of
instruments
Other than for e)port
Sales transaction for
all import whether
under LC or notunder LC
Sale for issuances of 99 /
TT/TC etc.+ for other than
imports
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"ealization of
e)port bill sent
and collection.
"ealization
instruments on
collection other than
of e)ports
Sales of foreign
e)change for import
bill which are
received directl( b(
the imported
Conversion of N"! rupee
to %CN"/"%C deposits
etc.+
O'" realizations $nwards remittance
like other than
e)ports
The sales transaction
representing advance
remittance to
overseas e)porters
for imports to $ndia
National sales for transfer
of Overdue e)ports bill
purchased / discounted/
negotiated to
##O"'X#dvance against
overdue e)port bills
receivable1urchase of
Che*ue / 99 is
received b(
e)ported towards
e)port proceed
Conversion of %CN"
X'+ !!%C/"%C/%C#
deposits to rupees
Sales of foreign
e)change for direct
imports
Sales for re*uire and
realize and purchased /
discounted negotiated
e)port bills or unrealized
purchased
instrumentsX CL!#"NY"ealization of
Che*ue / 99 issent on collection
returning to
e)ports
Conversion of 1C%C+
%CL+ CTL+ amountto rupees
---------------- #ll cross currenc( sales
where the sales leg is not per training to imports
1urchase of an(
inwards
remittance /
advance
remittance
towards e)ports
#n( other purchase
transaction which is
non-e)port in nature
---------------- #n( other sales other than
imports
1a(ments of
e)ports bills b(
debit of N"! a/c
#ll cross currenc(
transaction where the
corresponding
purchase leg does not
certain to e)ports
------------- ----------------
OT'ER /OANS
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The bank providing personal loans for purchasing television+ refrigerator other house hold
article. There also offering loans to small scale industr(+ self-emplo(ed person J transport
operators.
NRI ACCOUNTS
Non-"esident Ordinar( 2N"O3
"esident %oreign Currenc( #ccount 2"%C3
%oreign Currenc( Non-"esident #ccounts 2'anks3
N"$ home loan scheme
N"$ remittances
"emittances procedures
Tracking cell
%orward cover
$O' N"$ shield
$O' !)po 0old Card
Co #o ate Ban+in,
icro Small and edium !nterprises 2 S !3
$T J '1O
Cash management services -$O' ST#"S
Ru a%
$O'Gs commitment for social causes
#gricultural short time loans
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%inancial inclusion
#gri business consultanc(
OT'ER SER ICES AND 5RODUCTS:
P$S# $nternational Credit Cards
P$S# 9ebit Card
$O' %ine 0old
"eal Time 0ross Settlement 2"0TS3
%ore) Collection Services
#griculture and 'usiness Consultanc( Service
$nvestment options like utual %unds and Shares
SECONDAR FUNCTION OF T'E BAN6
Secondar( function refers to the various a)illar( service rendered b( the bank Safet( locker Clearing of bills#)illar( serviceOverdraft of weavers%inancial anal(sis for 19S$ssue of 99"efinance for product loan
$ssue of 'C
IOB CREDIT CARD
eiver of annual / entr( fee 2 life time3$nternational card affiliated to P$S#"oll over facilities with repa(ment of >? of the outstanding amountLowest interest AE 2anal(zed3 for the roll over credit%ree credit card period up to K? da(s from the date of purchase.
!nhanced insurance coverage such as personal+ accident+ baggage+ purchase+ protection+etc.
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#dd on car facilities to the famil( members.Lowest service charges A.AK on the cash pa(ment.%acilities to draw cash at over >K??? #T s in $ndia and over I.H lakhs #T s worldwide.1a(ment for fee to foreign institution"eward point are redeemed and credited to the account.
INSURANCE /IN6ED RETAI/ 5RODUCTS
$O' 6eevan 7ealth care plans Pid(a suraksha Pid(a 6othi with suraksha Liabilit( insurance for retail loans. N"$ shield
MUTUA/ FUND DISTRIBUTIONS
%ranklin Templeton limitedTata mutual funds$TC mutual fundsSundram ' 1 1aribas funds1rinciple $O' # C 2$3 limitedRotak mutual funds
Standard charted mutual funds$C$C$ prudential mutual fundsUT$ mutual funds
7O ERNMENT BUSINESS
!-1a(ment of direct ta)es
!-1a(ment of indirect ta)es
1ension pa(ment scheme
Sales ta) collections
1rovident %und Scheme > DI
I percent savings ta)able bond scheme
Senior citizen scheme A??E
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SER ICE A AI/ABI/ITIES AT FREE OF C'AR7ES
C'S transaction $nsurance+ revenue+ annual+ free for #T cards
No frill account+ no minimum balance changes and additional deduction of names indeposits
Perification in nomination Closure of #/c 4 S' /C9CC Charges in operation of C9CC 9uplicate deposit receipt No due certificate Cancelation of 99 / 'C 'alance en*uire b( using #T cards $nward remittance through N!%T/ "T0S
DEMAND DRAFT CURRENT C'AR7E IN IOB
AMOUNT RAN7E FOR CUSTOMERS NON? CUSTOMERSUp to >??? "s. >E "s. A>
#bove >???-K??? "s. A> "s. FA#bove K???->???? "s. AI "s. E>
#bove >????-> lakh "s. A.?E per >???. 2 in "s. F?3"s. F.?D per >???
2 in "s. EK3#bove > lakh- >?lakh "s. A.HD per >???2 in "s. AH>A3
"s. E.E> per >???2 in "s. E?DI3
#bove >? lakh "s. A.HD per >???2 in "s. AH>A3"s. E.E> per >???
2 in "s. E?DI3
BAN6ERS C'E UE CURRENT C'AR7ES IN IOB
AMOUNT RAN7E FOR CUSTOMERS NON? CUSTOMERS
Up to >??? "s. H "s. >>#bove >???-K??? "s. A? "s. F>
#bove K???->???? "s. AI "s. E>
#bove >????-> lakh "s. A.?K per >???. 2 in "s. F?3 "s. F.?D per >???2 in "s. EK3
#bove > lakh- >?lakh "s. >.FI per >???2 in "s. >?A?3"s. A.?H per >???
2 in "s. >?KI3
#bove >? lakh "s. >.FI per >???2 in "s. >DFA3 "s. A.?H per >???2 in "s. AEEI3
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STATEMENT OF T'E
OB ECTI ES
OB ECTI E OF T'E STUD
5RIMAR OB ECTI ETo stud(+ anal(ze and evaluate the customer satisfaction level towards the different
services rendered b( the bank and to identif(ing the critical success factors.
SECONDAR OB ECTI ES
To evaluate the awareness level of the customer on the product and services.To find out the differences among perceived service and e)pected service.To evaluate the process efficienc( in customer *uer( and re*uirement handlingTo understand consumer,s preferences.
To access the degree of satisfaction of the customers
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RE IEW OF /ITERATURE
1& #ccording to Anne?Bi te Stens,aa $ Senio Ne4s E$ito < une 2 ?2 G states that the
new insurance product is an arrangement between the United $ndia $nsurance Compan(
Limited and the $O' that provides $nsurance cover for N"$s under the scheme - $O' N"$
Shield. The scheme covers N"$s during their sta( in $ndia+ up to a ma)imum of >I? da(s a
(ear. N"$s during their visit to $ndia find $nsurance a pre-re*uisite to meet their 41
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contingencies arising out of ailments+ accidents+ baggage loss and other perils like fire etc.
This scheme will meet all the $nsurance re*uirements of the N"$s and covers varied risks
anticipated during their sta( in $ndia. #ll $O' bank account holders who desire to participate
in this insurance scheme can avail the facilit( at U#! !)change outlets - an e)tensive
network in the U#! - to pa( their premium amounts. On the occasion of the launch+ r. TS Nara(anasami+ Chairman and anaging 9irector of $ndian Overseas 'ank said+ $O'
which is a D (ears old bank has adapted successfull( to the emerging trends b( introducing
new products and services in financial sector. The 'ankGs power of performance has
stemmed from customer-centric business ethos+ relentless $T initiatives and polic( focus.
Though we have association with man( e)change companies in 0ulf area+ our association
with U#! !)change Centre+ U#! dates back to more than AK (ears+ added Nara(anasami.
A. A**o $in, to 5R Ne4s4i e LON9ON+ October + $ndian Overseas 'ank in Singapore
has selected integrated core banking solution+ is(s idas 1lus+ to introduce new products
and client services to support business e)pansion+ deliver new levels of customer satisfaction
and improve operational performance while enabling market leading international standards
in accounting and regulator( compliance J controls. $ndian Overseas 'ank was the first
$ndia based bank to commence operations in Singapore more than D? (ears ago and provides
a comprehensive range of banking services specializing in retail banking+ trade finance and
a wide range of remittance facilities to $ndia
F. A**o $in, to /assa < Wa%f ie$ M&< Mano%is< Ch is< Winso < Ro)e t De*em)e H 2 -item+ H-factor instrument developed to measure customer satisfaction with web
sites that market generic digital products and services was modified slightl(+ and then
empiricall( tested and validated in the conte)t of $nternet banking specificall(. # > -item+ K-
factor validated instrument emerged+ the factors being Customer Support+ Securit(+ !ase of Use+
Transactions and 1a(ment+ and $nformation Content and $nnovation. The difference in number
of factors as compared to the generic instrument was attributed to the uni*ue nature of $nternet
banking web sites. These and other findings are discussed in the paper+ and their implications
e)amined.
10& A**o $in, to Nan?'on, /in< Wen?Chun Tsen,< u?Chun, 'un,< Da i$ C& en
To+-o Ma *h 2 K State that the Soon after becoming a TO member+ Taiwan found the
internationalization and liberalization in the financial industr( ushered its domestic banks into a
new era. $n response to this global trend+ all its banks strove to rel( on customer relationship
management 2C" 3 to enhance customer value 2CP3. This stud( aims to probe further into the
connection between CP and C" . # series of e)aminations revealed that 2>3 both functional
and social value impact customer behavior directl( and positivel( 2A3 customer satisfaction
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positivel( and directl( affects customer lo(alt( 2F3 a positive and direct relationship e)ists
between customer lo(alt( and customer behavior and 2E3 the positive and significant
relationship between CP and customer behavior can be developed through mediators such as
customer satisfaction and customer lo(alt(. Conse*uentl(+ banks should offer their customers
different services+ products+ and marketing channels to meet their diversified needs to cultivate awin-win environment of C" for both parties.
1H& A**o $in, to A%essan$ o A )o e an$ B uno Busa**a une 2K ?2 K State that
The paper presents the results of an e)tensive stud( on the determinants of customer satisfaction
for a retail bank. $n doing so+ it uses a revised version of the traditional anal(ses based on
derived measures of attribute importance. The need for a revised methodolog( is prompted b(the insights of the two- and three-factor theories of customer satisfaction+ such as RanoGs
framework. $ndeed+ the evidence from K??? customers of a prominent $talian bank confirms a
non-linear and as(mmetric relationship between attribute performances and overall customer
satisfaction. The results from both a traditional and our revised approach are compared. hile
this approach can be applied across different industries+ it should not be assumed that the
numerical results presented in the paper appl( to conte)ts with substantiall( different underl(ing
characteristics. 0eneral trends and implications for banking services are reported.
1G& A**o $in, to 5 ata# 6& & Moha#at a anua - 1 ?2 State that
The article e)amines whether service *ualit( of $ndian commercial banks increases customer
satisfaction that fosters customer lo(alt(. 9ata were collected from FK? valued customers of
scheduled commercial bank branches in Orissa 2$ndia3. # *uestionnaire elicited information on
socio4demographic variables along with human+ technical+ and tangible aspects of service*ualit(+ customer satisfaction+ and lo(alt(. "esults suggest that better human+ technical and
tangible aspects of service *ualit( of the bank branches increase customer satisfaction. 7uman
aspects of service *ualit( were found to influence customer satisfaction more than the technical
and tangible aspects. Customer satisfaction furthers customer lo(alt(. $ncrease in service *ualit(
of the banks can satisf( and retain customers. $n the $ndian banking sector+ human aspects are
more important than technical and tangible aspects of service *ualit( that influence customer
satisfaction and promote and enhance customer lo(alt(.
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1J& A**o $in, to Me,ha T i e$itheE*onomi*s times De*em)e J 2 85a,e J9 State that
the
Customer satisfaction has become a ma6or source of concern in retail banking business. ith
e)ceptional progress in the establishment of banks in $ndia+ banks are increasingl( interested in
retaining e)isting customers and targeting new customers. $n this paper+ it is proposed that
*ualit( of service is an indicator of customer satisfaction. easuring service *ualit( involves
ob6ective feedback about e)isting customers of $C$C$ bank with respect to their e)pectations and
services offered. 1erformance of a bank ma( be evaluated with regard to a set of satisfaction
parameters that indicate the strengths and weaknesses of an organization. Standard scale of
S!"P@U#L developed b( 1arasuraman et al. has been used to conduct the surve(. This stud( is
based on five overall dimensions of customer satisfaction with services provided b( $C$C$. The
five dimensions used to measure service *ualit( are tangibilit(+ reliabilit(+ responsiveness+
assurance and empath(. This stud( gives useful insights to boost customer satisfaction towards
$C$C$.
1K& A**o $in, to Ra(6uma the 'in$u Au, J 2 K State that
The banking industr( like man( other financial service industries is facing a rapidl( changing
market+ new technologies+ economic uncertainties+ fierce competition and more demanding
customers and the changing climate has presented an unprecedented set of challenges 2>3.
'anking is a customer oriented services industr(+ therefore+ the customer is the focus and
customer service is the differentiating factors 2A3.
The banking industr( in $ndia has undergone sea change since post-independence. ore
recentl(+ liberalization+ the opening up of the econom( in the ?s and the governmentGs decision
to privatize banks b( reduction in state ownership culminated in the banking reforms based onthe recommendations of Narasimha Committee 2F3. The prime mover for banks toda( is profit+
with clear indications from the government to Gperform or perishG. 'anks have also started
realizing that business depends on client service and the satisfaction of the customer 2E3 and this
is compelling them to improve customer service and build up relationship with customers.
ith the current change in the functional orientation of banks+ the purpose of banking is
redefined. The main driver of this change is changing customer needs and e)pectations.
Customers in urban $ndia no longer want to wait in long *ueues and spend hours in bankingtransactions. This change in customer attitude has gone hand in hand with the development of
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#T s+ phone and net banking along with availabilit( of service right at the customerGs doorstep.
ith the emergence of universal banking+ banks aim to provide all banking product and service
offering less than one roof and their endeavor is to be customer centric 2K3. ith the emergence
of economic reforms in world in general and in $ndia in particular+ private banks have come up
in a big wa( with prime emphasis on technical and customer focused issues.
1 & A**o $in, to 7& Mihe%isG Fe) 2 Comme *ia% Ban+ of 7 ee*e states that Customer
satisfaction represents a modern approach for *ualit( in enterprises and organizations and serves
the development of a trul( customer-focused management and culture. easuring customer
satisfaction offers an immediate+ meaningful and ob6ective feedback about clients, preferences
and e)pectations. $n this wa(+ compan(,s performance ma( be evaluated in relation to a set of
satisfaction dimensions that indicate the strong and the weak points of a business organization.This paper presents an original customer satisfaction surve( in the private bank sector. The
implemented methodolog( is based on the principles of multicriteria anal(sis and preference
disaggregation modeling. The most important results are focused on the determination of the
critical service dimensions and the segmentation to customer clusters with distinctive
preferences and e)pectations.
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RESEARC' MET'ODO/O7
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REASERC' MET'ODO/O7
0&1 RESEARC' DESI7N:
# descriptive stud( tries to discover answers to the *uestions who+ what+ when+ where+ and+
sometimes+ how. The researcher attempts to describe or define a sub6ect+ often b( creating a
profile of group of problems+ people+ or events. Such studies ma( involve the collection of data
and the creation of a distribution of the number of times the researcher observes a single !vent
or characteristic 2the research variable3+ or the( ma( involve relating the interaction of two or
more variables. Organizations that maintain databases of their emplo(ees+ customers+ and
suppliers alread( have significant data to conduct descriptive studies using internal information.
=et man( firms that have such data files do not mine them regularl( for the decision-making
insight the( might provide.
This descriptive stud( is popular in business research because of its versatilit( across disciplines.$n for-profit+ not-for-profit and government organizations+ descriptive investigations have a
broad appeal to the administrator and polic( anal(st for planning+ monitoring+ and evaluating. $n
this conte)t+ how *uestions address issues such as *uantit(+ cost+ efficienc(+ effectiveness+ and
ade*uac(. 9escriptive studies ma( or ma( not have the potential for drawing powerful
inferences. # descriptive stud(+ however+ does not e)plain wh( an event has occurred or wh( the
variables interact the wa( the( do.
0&2 SAM5/IN7
Convenience sampling method is used for the surve( of this pro6ect. $t is a non-probabilit(
sample. This is the least reliable design but normall( the cheapest and easiest to conduct .$n this
method "esearcher have the freedom to choose whomever the( find+ thus the name convenience.
!)ample includes informal pools of friendsand neighbors or people responding to a newspaper,s
invitation for readers to state their position on some public issue.
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0&2&1& SAM5/E SI E
Sample size denotes the number of elements selected for the stud(. %or the present stud(+ >??
respondents were selected at random. #ll the >?? respondents were the customers of $O' in
cathedral 'ranch
0&3 SAM5/IN7 MET'OD
# sample is a representative part of the population. $n sampling techni*ue+ information is
collected onl( from a representative part of the universe and the conclusions are drawn on that
basis for the entire universe. # convenience sampling techni*ue was used to collect data fromthe
respondents.
0&0 UESTIONNARIE DESI7N:
The *uestionnaire consists of A t(pes of *uestions.
i3 open ended
ii3 Closed ended.
O5EN ENDED UESTION
This refers to a *uestion that has no fi)ed alternatives to which the answer must confirm. The
respondent answers in his own words and at an( length the( choose.
C/OSED ENDED UESTION
$t contains those *uestions in which the respondent is given a limited number of alternatives
responses from which he/she is to select the one that most closel( matches his attitude.
The fi)ed alternative *uestions ma( be taken in the form of
9ichotomous *uestions
ulti-choice *uestions
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Di*hotomous Luestions
$t refers to one+ which offers the respondent a choice between onl( A alternatives and reduces the
issues to its simplest terms.
Mu%ti?*hoi*e Luestions
# multiple-choice *uestion refers to one+ which provides several set of alternatives. ultiple-
choice *uestions can be used when an issue has more than two aspects.
0&H 5ERIOD OF T'E STUD
#ccording to the Universit( of adras Terms pro6ect is from the period of > st Manuar( to arch
F>st. So+ the F months are divided according to the following manner in order to be an effective
pro6ect.
Manuar(8 focusing on the stud( of compan( as whole and identif(ing the problems and
framing the title+ collecting information as well as details raring industr( and also
framing ob6ectives. %ebruar(8 framing of *uestionnaire for data collection+ information collected through
*uestionnaire for data collection and interpretation. arch8 "esearch has been done b( the researcher such as+ anal(sis the data+ tabulated+
and interpreted. %rom the interpretation the researcher list out certain findings+
suggestion+ conclusion and rough cop( submission for correction+ after the correction fair
cop( was prepared and submitted.
0&G& MET'OD OF DATA CO//ECTION
To know the response+ the researcher used *uestionnaire method. $t has been designed as a
primar( research instrument. @uestionnaires were distributed to respondents and the( were
askedto answer the *uestions given in the *uestionnaire. The *uestionnaires were used as an
instrumentation techni*ue+ because it is an important method of data collection. The success of
the *uestionnaire method in collecting the information depends largel( on proper drafting. So in
the present stud( *uestions were arranged and interconnected logicall(. The structured
*uestionnaire will reduce both interviewers and interpreters bias. %urther+ coding and anal(sis
was done for each *uestion,s response to reach into findings+ suggestions and finall( to the
conclusion about the topic.
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0&G&1 T 5ES OF DATA
!ver( decision poses uni*ue needs for information+ and relevant strategies can be developed
based on the information gathered through research. "esearch is the s(stematic ob6ective and
e)haustive search for and stud( of facts relevant to the problem "esearch design means theframework of stud( that leads to thecollection and anal(sis of data. $t is a conceptual structure
with inwhich research is conducted. $t facilitates smooth sailing of various research operations to
make the research as effective as possible.
0&G&25RIMAR DATA
1rimar( data are those collected b( the investigator himself for thefirst time and thus the( are
original in character+ the( are collected for particular purpose.# well-structured *uestionnairewas personall( administrated to theselected sample to collect the primar( data.
0&G&3SECONDAR DATA
Secondar( data are those+ which have alread( been collected b( someother persons for their
purpose and published. Secondar( data areusuall( in the shape of finished products. Two t(pes
of secondar( data were collected for the preparation of thepro6ect work8
Inte na% Data was generated from compan(,s brochures+ manualsand annual reports
E"te na% Data< on the other hand+ was generated from magazines+ research books+ intranet and
internet 2websites3.
0&JTOO/S USED FOR ANA/ SIS OF DATA
>. Simple percentage anal(sisA. eighted score methodF. Chi- s*uare anal(sis
0&J&1SIM5/E 5ERCENTA7E ANA/ SIS
1ercentage refers to a special kind of ratio percentage are used to describe relationship.
1ercentageZ
54
No. of. Customers ) >??
Total No. of Customers
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0&J&2WEI7'TED SCORE MET'OD
$n weighted score method the weights are obtained b( multipl(ing the rating given with the
fre*uenc(+ this gives a ver( basic idea as to the factor carr(ing highest to lowest weight.
eighted averageZ
0&J&3C'I? S UARE ANA/ SIS
[ A test was first used b( Rarl 1earson for testing the significance of discrepanc( between the
e)perimental values and the theoretical value obtained under theor( of h(pothesis. This test is
known as chi- s*uare test of goodness of fit. Rarl 1earson proved that the statistic.
[ A-\ 2oi-!i3 A
!i Z Column Total ) "ow Total
here8
Oi refers to the observed fre*uenc(
!i refers to the e)pected fre*uenc(
0&K SCO5E OF T'E STUD
This stud( is limited to the customers with in Chennai cit(. The stud( will be able to reveal the
preferences+ needs+ satisfaction of the customers regarding the banking services+ $t also help
banks to know whether the e)isting products or services the( are offering are reall( satisf(ing
the customers, needs.
55
"ating ] %re*uenc(
Total No. of "espondents
!i
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0& /IMITATIONS OF T'E STUD
#lthough the stud( was carried out with e)treme enthusiasm and careful planning there are
several limitations+ which handicapped the research vise+
1& Time Const aints:
The time stipulated for the pro6ect to be completed is less and thus there are chances that some
information might have been left out+ however due care is taken to include all the relevant
information needed.
2& Sam#%e si.e:
9ue to time constraints the sample size was relativel( small and would definitel( have been
more representative if $ had collected information from more respondents.
3& A**u a*-:
$t is difficult to know if all the respondents gave accurate information some respondents tend to
give misleading information.
0. $t was difficult to find respondents as the( were bus( in their Schedule and collection of data
was ver( difficult. Therefore+ the stud( had to be carried out based on the availabilit( of
respondents
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DATA ANA/ SIS
>
INTER5ERTATION
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DATA ANA/ SIS > INTER5RETATION
DATA ANA/ SIS
#nal(sis is the process of placing the data in an ordered form+ combining them with the e)isting
information and e)tracting the meaning from them. $n other words anal(sis is an answer to the
*uestions what message is conve(ed b( each group of the data &which are otherwise raw facts
are unable to give meaning full information. # raw data become an information onl( when the(
are anal(zed and put in a meaning form.
INTER5RETATION
$nterpretation is a process of relating various bits of information to e)isting information.
$nterpretation attempts to answer well+ what relation e)isting between the findings to research
ob6ectives and h(pothesis framed for the stud( in the beginning.
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TAB/E G&1
T 5E OF ACCOUNT TO O5ERATE WIT' BAN6
S/& NO ACCOUNT T 5E NUMBER OF
RES5ONDENTS
5ERCENTA7E OF
RES5ONDENTS> Saving #ccount KI KIA Current #ccount AA AAF %i)ed 9eposit >H >HE N"$ #ccount >F >F
Ana%-sis: %rom the above table it could be inferred that KI of the customers are choosing
savings account and ver( few of about >F prefer N"$ #ccount.
Inte # etation: ost of the respondents are preferring savings account. 1resentl( the bank
offers varieties of account services to the customer.
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C7#"T D.>
S a v i n
g A c c o
u n t
C u r r e
n t A c c
o u n t
F i x e d D
e p o s i
t
! " A c
c o u n t
0
10
20
30
40
50
60
70
58#
22#17# 13#
Account Type
Account $%pe
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TAB/E G&2
Fa*i%it- /e e% of IOB than SBI > 'DFC Ban+
S/& NO FACI/IT /E E/ NUMBER OF
RES5ONDENTS
5ERCENTA7E OF
RES5ONDENTS> !)cellent AH AHA 0ood EF EF
F Satisfactor( AF AFE 1oor H H
Total >?? >??
Ana%-sis: %rom the above table it could be inferred that EF of the customers are satisfied with
the service and *ualit( of products of their bank. Onl( H of customers are sa(s poor facilit( in
$O'.
Inte # etation: ost of the respondents sa( $O' offering good facilit( to its customer. 'ut tothe other end few people sa(s the facilities are less.
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C7#"T D.A
&xce''ent (ood Satis)actor% *oor0
5
10
15
20
25
30
35
40
45
50
27#
43#
23#
7#
FACILITY LEVEL
FAC"+"$, +&-&+
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TAB/E G&3
IOB@s a%ue A$$e$ Se i*e
S/& NO A/UE ADDED
SER ICE
NUMBER OF
RES5ONDENTS
5ERCENTA7E OF
RES5ONDENTS> =oung Star >A >AA Senior Citizen KH KHF 1repaid Cards AE AEE "ecurring 9eposit H H
Total >?? >??
Ana%-sis: %rom the above table it could be inferred that KH of the customers are using senior
citizen service and onl( H are using recurring deposit scheme.
Inte # etation: ost of the respondents are utilizing the value added service as senior citizen
accounts. 'ut rarel( ver( few people are choosing recurring deposit account.
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C7#"T D.F
, o u n g
S t a r
S e n i o
r C i t i .
e n
* r e p a i d C
a r d s
! e c u r r
i n g D e
p o s i t
0
10
20
3040
50
60
12#
57#
24#
7#
VALUE ADDED SERVICE
-A+/& ADD&D S&!-"C&
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TAB/E G&0
5 o$u*t Ratin,s of IOB f om Othe s
S/& NO 5RODUCT
RATIN7
NUMBER OF
RES5ONDENTS
5ERCENTA7E OF
RES5ONDENTS> !)cellent >D >DA 0ood DA DAF 'etter A? A?E 1oor A A
Total >?? >??
Ana%-sis: %rom the above table it could be inferred that DA of the customers rate $O' products
as 0ood. Onl( A of the people "ate $O' products as 1oor.
Inte # etation: ost of the respondents are rating the products as good. oderate peoples are
rating as e)cellent. Onl( few people in the customers are rating the $O' products as poor.
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C7#"T D.E
&xce''ent (ood etter *oor0
10
20
30
40
50
60
70
16#
62#
20#
2#
Product Rating
*roduct !ating
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TAB/E G&H
REFERRIN7 IOB TO OT'ERS
S/& NO REFERRIN7 IOB NUMBER OF
RES5ONDENTS
5ERCENTA7E OF
RES5ONDENTS> =es HD HDA No >I >IF Not Sure D D
Total >?? >??
Ana%-sis: %rom the above table it could be inferred that HD of the customers are read( to refer
$O' to others. Onl( D of customers are not sure what to do.
Inte # etation: ost of the respondents are obviousl( read( to refer $O' to their friends+
relatives and others. 'ut few of them are not sure on this decision also some people are straight
forward in not referring $O' to others.
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C7#"T D.K
,es o ot Sure0
10
20
30
40
50
60
70
80
76#
18#
6#
Referring IOB
!e)erring "
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TAB/E G&G
Re%ationshi# 4ith IOB
S/& NO IOB ACCOUNT
O5ERATIONS
NUMBER OF
RES5ONDENTS
5ERCENTA7E OF
RES5ONDENTS> ^ > =ear >H >HA >-K =ears KK KKF K->? =ears >H >HE _>? =ears >> >>
Total >?? >??
Ana%-sis: %rom the above table it could be inferred that KK of the customers are having
relationship with the bank for about >-K (ears. Onl( >> of customers are having more than >?
(ears of relationship with $O'.
Inte # etation: ost of the respondents are satisfied with the service offered b( $O'. 1resentl(
the bank has more customers who have the account with them for more than a (ear and less than
K (ears.
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C7#"T D.D
1 ,ear 1 5 ,ears 5 10 ,ears 10 ,ears0
10
20
30
40
50
60
17#
55#
17#
11#
IOB ACCOU T OPERATIO S
" ACC / $*&!A$" S
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TAB/E G&J
5URIT OF 7O/D OFFERED IN IOB
S/& NO 7O/D 5URIT IN
IOB
NUMBER OF
RES5ONDENTS
5ERCENTA7E OF
RES5ONDENTS> >?? > >A . D? D?FE . F? F?
Total >?? >??
Ana%-sis: %rom the above table it could be inferred that D? of the customers believe that the
gold offered b( the $O' are . pure. Onl( > thinks that the purit( of good offered b( $O'
is >?? .
Inte # etation: ost of the respondents have the clear idea on the purit( of the gold. Since gold
cannot offered in >?? pure it is said to be in . pure.
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C7#"T D.H
1 0 99990000000000001 0 99 0 9990
10
20
30
40
50
60
70
1#
60#
9#
30#
!OLD PURITY I IOB
( +D */!"$, " "
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TAB/E G&K
Best Insu an*e 5 o$u*t in IOB
S/& NO INSURANCE
5RODUCT
NUMBER OF
RES5ONDENTS
5ERCENTA7E OF
RES5ONDENTS> Ta) Saver >K >KA $nvestment A? A?F Securit( K KE #ll the #bove D? D?
Total >?? >??
Ana%-sis: %rom the above table it could be inferred that D? of the customers choose the entire
insurance product for their benefits. Onl( K of the customers choose the insurance product
offered them securit(.
Inte # etation: ost of the respondents are investing in $O' for ta) saving+ investment and
securit( for their mone(. This shows that the customers believe $O' has a best insurance market
in $ndia.
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C7#"T D.I
$ax Saver "nvest ent Securit% A'' t e A ove0
10
20
30
40
50
60
70
15#20#
5#
60#
I SURA CE PRODUCT
" S/!A C& *! D/C$
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TAB/E G&
OT'ER MA OR SER ICES IN IOB
S/& NO OT'ER SER ICES
IN IOB
NUMBER OF
RES5ONDENTS
5ERCENTA7E OF
RES5ONDENTS> Pisa Credit Card >D >DA Pisa 9ebit Card KE KEF $O' %ine 0old AF AFE %ore) !)change H H
Total >?? >??
Ana%-sis: %rom the above table it could be inferred that KE of the customers feel the Pisa
9ebit Card is the service other than the general service. Onl( H of the people prefer to %ore)
e)change.
Inte # etation: ost of the respondents are utilizing the additional service of visa debit card
from $O'. 'ut onl( few people are utilizing the %ore) e)change and other services from $O'.
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C7#"T D.
- i s a C
r e d i t C
a r d
- i s a D
e 8 i t C
a r d
" 1 0 F i n
e ( o ' d
F o r e x
& x c 7 a
n g e
0
10
20
30
40
50
60
16#
54#
23#
7#
OT"ER SERVICES I IOB
$ &! S&!-"C&S " "
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TAB/E G&1
7O ERNMENT BUSINESS SC'EMES T'ROU7' IOB
S/& NO 7O ERNMENT
BUSINESS
SC'EME
NUMBER OF
RES5ONDENTS
5ERCENTA7E OF
RES5ONDENTS
> 1ension 1a(ment E? E?A 1% Scheme AH AHF Senior Citizen
#ccount
F F
E #ll the above F? F?Total >?? >??
Ana%-sis: %rom the above table it could be inferred that E? of the customers are pension
pa(ment account holders. Onl( F of the account holders are senior citizen account holders in
the government retired account holders
Inte # etation: ost of the respondents are having the pension pa(ment in $O' since man( of
the customers are government retired emplo(ees. 7ere few customers are senior citizen account
holders. One- third of the people have using the all schemes.
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C7#"T D.>?
* e n s i o
n * a % 6
e n t
S e n i o r
C i t i . e
n A c c o
u n t0
51015202530354045
40#
27#
3#
30#
!OVER #E T BUSI ESS SC"E#E
( -&! :& $ /S" &SSSC &:&
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TAB/E G&11
7O ERNMENT TA= CO//ECTION IN IOB
S/& NO 7O ERNMENT
TA=
CO//ECTION
NUMBER OF
RES5ONDENTS
5ERCENTA7E OF
RES5ONDENTS
> Sales Ta) > >A $ncome Ta) AE AEF Palue #dded Ta) H HE #ll the above K? K?
Total >?? >??
Ana%-sis: %rom the above table it could be inferred that K? of the customers are pa(ing all the
government ta)es in $O'. Onl( H of the customers are pa(ing onl( value added ta) in $O'.
Inte # etation: ost of the respondents feel that $O' is the good place to pa( all t(pe of
government ta)es. #lso this makes sure $O' is offering best class service for ta) pa(ing.
C7#"T D.>>
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S a ' e s
$ a x
" n c o 6
e $ a x
- a ' u e
A d d e
d $ a x
A ' ' t 7 e
a 8 o v e
0
10
20
30
40
50
60
19#24#
7#
50#
!OVER #E T TA$ COLLECTIO
( -&! :& $ $A;C ++&C$"
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TAB/E G&12
AWARNESS AND SATISFACTION /E E/ OF ARIOUS /OANS
S/& NO /OAN SC'EME NUMBER OF
RES5ONDENTS
5ERCENTA7E OF
RES5ONDENTS> 1ushpaka I IA Li*uirent >K >KF Subh 0ruha HA HAE Pid(a Mothi K K
Total >?? >??
Ana%-sis: %rom the above table it could be inferred that HA of the customers are aware of the
Subh 0ruha Loan. Onl( K of the customers are not sure on the vidh(a Mothi.
Inte # etation: ost of the respondents are #ware about the Subh 0ruha in $O'. 'ut few
customers are not so.
C7#"T D.>A
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*us pao%t i0
10
20
30
40
50
60
70
80
8#15#
72#
5#
%AR ESS A D SATISFACTIO LEVEL OF VARIOUS LOA
SA$"SFAC$ !, +&-&+ " "
TAB/E G&13
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/OC6ER FACI/IT A AI/IN7 CUSTOMER
S/& NO /OC6ER
FACI/IT
5REFERENCE
NUMBER OF
RES5ONDENTS
5ERCENTA7E OF
RES5ONDENTS
> 'usiness 1eople K? K?A 0overnment Staff F? F?F 'ank Staff >F >FE 7ouse ife,s H H
Total >?? >??
Ana%-sis: %rom the above table it could be inferred that K? of the customers using locker
facilit( are business class people. Onl( H of the customers are house wife,s using locker
facilit(.
Inte # etation: ost of the respondents sa( the( are utilizing the locker facilit( in $O'. The
main pla(ers are business class people. %ollowed b( government staff,s and then bank staff,s.
C7#"T D.>F
83
8/9/2019 Crm With Repect to Bank
84/117
0 u s i
n e s s
* e o p ' e
( o v e r
n 6 e n
t S t a ?
0 a n <
S t a ?
9 o u s e
@ i ) e
s0
10
20
30
40
50
60
50#
30#
13# 7#
LOC&ER FACILITY PREFERE CE
+ CB&! FAC"+"$,*!&F&!& C&
TAB/E G&10
84
8/9/2019 Crm With Repect to Bank
85/117
RE/ATIONA/ S'I5 BETWEEN BAN6ER > CUSTOMER
S/& NO RE/ATIONS'I5
BETWEEN BAN6
> CUSTOMER
NUMBER OF
RES5ONDENTS
5ERCENTA7E OF
RES5ONDENTS
> 0ood >F >FA oderate KI KIF 'etterE 1oor A? A?
Total >?? >??
Ana%-sis: %rom the above table it could be inferred that KI of the customers are have
moderate relationship with $O'. Onl( of the customers feel relationship between bank J
customer is better.
Inte # etation: ost of the respondents are having a moderate relationship between the bank J
customer. 'ut few customers are feeling it is better and some feel it is poor in relationship.
C7#"T D.>E
85
8/9/2019 Crm