MBA Full Project

INTRODUCTION

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INTRODUCTION

The modern concepts of marketing realized that measuring consumer needs or

behavior was not enough.” CONSUMER SATISFICATION” should be the core and then the

correct perception on which marketing policies of our organization should be built.

“Management must think of itself not as producing products but as providing customer

creating value satisfaction.”

Customer satisfaction has a vital role in sustaining and improving hold on the market.

Brief descriptions about the various measures that are needed to improve customer orientation

have also been dealt with.

Consider the fact todays customer face a plenitude of products in every category.

Customer will be having high and raising expectation of quality and service. In the face of their

vast choices, the customer will gravitate to the offering that the best meet their individual needs

and expectation. They will buy one of the bases of their perception value.

Therefore it is not surprising that today’s winning companies are those succeed best in

satisfying indeed delighting their target customer. They pay extreme attention to quality and

service to meeting and even exceeding customer expectation. They complete vigorously and at

the co-operated smartly with their strategy partners in their supply and distribution chain. They

pursue efficiently and yet are responsible and flexible.

Customer satisfaction is the outcome felt by buyers who have expectation. Customers are

satisfied when their expectation are met and delighted when their expectations are exceeded.

Satisfied customers remain loyal longer, buy more, and are less sensitive and talk favorable

about the company. From this it is clear that the satisfied customer will be less sensitive towards

the fluctuating price and offensive marketing typically cost more than defensive marketing,

because it requires much effort and cost to induce satisfied customers to switch away from their

current suppliers. We should also consider the fact that “the cost of attracting a new customer

may be five times the cost of keeping the current customer happy.” Therefore the companies are

intending in developing stronger bones and loyalty with their customers.

DEFINITION OF CUSTOMER SATISFACTION

Customer satisfaction refers to the extent to which customers are happy with the products

and services provided by a business. Customer satisfaction levels can be measured using survey

techniques and questionnaires

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DEFINITIONS:

Definition 1: Customer satisfaction is equivalent to making sure that product and service

performance meets customer expectations.

Definition 2: Customer satisfaction is the perception of the customer that the outcome of a

business transaction is equal to or greater than his/her expectation.

Definition 3: Customer satisfaction occurs when acquisition of products and/or services

provides a minimum negative departure from expectations when compared with other

acquisitions. Gaining high levels of customer satisfaction is very important to a business because

satisfaction customers are most likely to be loyal and to make repeat orders and to use a wide

range of services offered by a business There are many factors which lead in high levels of

customer satisfaction including. Products and services which are customer focused and hence

provide high levels of value for money. What is clear about customer satisfaction is that

customers are most likely to appreciate the goods and services that they buy if they are made to

feel special. This occurs when they feel that the products and services that they buy have been

specially produced for them or for people like them.

BENEFITS OF CUSTOMER SATISFACTION

The importance of customer satisfaction and support is increasingly becoming a vital business

issue as organization realize the benefits of Customer Relationship Management (CRM) for

providing effective customer service. Professionals working within customer focused business

or those running call centres or help desks, need to keep informed about the latest customer

satisfaction techniques for running a valuable customer service function. From small customer

service departments to large call centres, the importance of developing a valued relationship

with customers using CRM is essential to support customer and long-term business growth.

What Do Customers Want?

Before we begin to create tools to measure the level of satisfaction, it is important to develop a

clear understanding of what exactly the customer wants. We need to know what our customers

expect from the products and services we provide.

Customer expectations have two types –

Expressed

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Implied

Expressed Customer Expectations are those requirements that are written down in the contract

and agreed upon by both parties for example, product specifications and delivery requirements.

Supplier’s performance against these requirements is most of the items directly measurable.

Implied Customer Expectations are not written or spoken but are the ones the customer would

‘expect’ the supplier to meet nevertheless. For example, a customer would expect the service

representative who calls on him to be knowledgeable and competent to solve a problem on the

spot. There are many reasons why customer expectations are likely to change overtime. Process

improvements, advent of new technology, changes in customer’s priorities, improved quality of

service provided by competitors are just a few examples. The customer is always right.

Supplier’s job 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 exceeded their expectations.

3.3 WHAT CONSTITUTES SATISFACTION?

We cannot create customer satisfaction just by meeting customer’s requirements fully because

these have to be met in any case. However failing short is certain to create dissatisfaction

Major Attributes of customer satisfaction in banking industry

Can be summarized as:

Product quality

Premium Outflow

Return on Investment

Services

Responsiveness and ability to resolve complaints and reject reports.

Overall communication, accessibility and attitude.

WHAT ARE THE TOOLS?

Customer expectations can be identified using various methods such as:

Periodic contract reviews

Market research

Telephonic interviews

Personal visits

Warranty records

Informal discussions

Satisfaction surveys

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Depending 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 exercise is to identify

priorities for improvements. We must develop a method or combination of methods that helps to

continually improve service.

3.4 CUSTOMER SATISFACTION SURVEYS

Formal survey has emerged as by far the best method of periodically the customer satisfaction.

The survey are not marketing tools but an information—gaining tool. Enough homework needs

to be before embarking on the actual survey. This includes:

Defining Objectives of the Survey

Design Survey approach

Develop questionnaires and forms

Administer Survey (Email, Telephone or Post)

Method of compiling data and analysing the findings

Format of the report to present the findings

There is no point in asking irrelevant questions on a customer satisfaction questionnaire. The

basic purpose is to find out what we are doing right or wrong. Where is the scope for

improvement, where do we stand vis-à-vis other suppliers. How we can serve the customer

better?

A customer satisfaction measurement survey should at least

Identify the following objectives:

Importance to customers (Customers priorities)

Customer’s perception of supplier’s performance

Your performance relative to customer’s priorities.

Priorities for improvement

Survey forms should be easy to fill out with minimum amount of time and efforts on customer’s

part. They should be designed to actively encourage the customer to complete the questions. Yet

they must provide accurate data should also be sufficiently reliable for management decision

making. This can be achieved by incorporating objective type questions where customer has to

“rate” on scale of say 1 to 10. For repeated surveys, you could provide the rating that was

previously accorded by the customer. This works like a reference point for the customer.

Space should always be provided for the customers own opinions this enables them to state any

additional requirements or report any shortcomings that are not covered by the objective

questions. Normally, we deal various personnel at various levels in the customer’s organization

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—the buyer, user, receiving inspector, finance and purchase person etc. surveying a number of

respondents for each customer gives a complete perspective of customer satisfaction. It may be

necessary to device a different questionnaire for each of them. Respondents must be provided a

way to express the importance they attach to various survey parameters. Respondents should be

asked to give a weighting factor, again on a rating scale of say, 1 to 10, for each requirement.

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 by comparing the

performance rating (scores) with importance rating (weighing).

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NEED FOR THE STUDY

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NEED FOR THE STUDY

To identify the satisfaction level of customer towards different types of service attributes,

by identifying their critical factors.

To study about the bank about their customized products and services, according to the

consumer’s needed.

To study the experience and expectations of the existing customers.

To study to improve the current standards of services.

To study the scope of introducing new types of services.

To study about the business tactics followed to stand against the competitors.

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STATEMENT OF THE

PROBLEM

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STATEMENT OF THE PROBLEM

This Study will help us to understand the consumer’s satisfaction about banking services and

products. This study will help banks to Understand, how a consumer selects, organizes and

interprets the Quality of service and product offered by banks. The market is more aware and

realistic about investment and returns From financial products. In this background this study

tries to analyze The customer satisfaction towards banking services in general and IOB In

particular.

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INDUSTRY PROFILE

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INTRODUCTION TO BANKING IN INDIA

The banking section will navigate through all the aspects of the Banking System in India. It will

discuss upon the matters with the birth of the banking concept in the country to new players

adding their names in the industry in coming few years.

The banker of all banks, Reserve Bank of India (RBI), the Indian Banks Association (IBA) and

top 20 banks like IDBI, HSBC, ICICI, ABN AMRO,etc. has been well defined under three

separate heads with one page dedicated to each bank.

However, in the introduction part of the entire banking cosmos, the past has been well explained

under three different heads namely:

· History of Banking in India

· Nationalization of Banks in India

· Scheduled Commercial Banks in India

The first deals with the history part since the dawn of banking system in India. Government took

major step in the 1969 to put the banking sector into systems and it nationalized 14 private banks

in the mentioned year. This has been elaborated in Nationalization Banks in India. The last but

not the least explains about the scheduled and unscheduled banks in India. Section 42 (6) (a) of

RBI Act 1934 lays down the condition of scheduled commercial banks. The description along

with a list of scheduled commercial banks are given on this page

HISTORY OF BANKING IN INDIA

Without a sound and effective banking system in India it cannot have a healthy economy. The

banking system of India should not only be hassle free but it should be able to meet new

challenges posed by the technology and any other external and internal factors. For the past

three decades India’s banking system has several outstanding achievements to its credit. The

most striking is its extensive reach. It is no longer confined to only metropolitans or

cosmopolitans in India. In fact, Indian banking system has reached even to the remote corners of

the country. This is one of the main reasons of India's growth process. Government’s regular

policy for Indian bank since 1969 has paid rich dividends with the nationalization of 14 major

private banks of India. Not long ago, an account holder had to wait for hours at the bank

counters for getting a draft or for withdrawing his own money. Today, he has a choice. Gone are

days when the most efficient bank transferred money from one branch to other in two days. Now

it is simple as instant messaging or dials a pizza. Money has become the order of the day. The

first bank in India, though conservative, was established in 1786.From 1786 till today, the

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journey of Indian Banking System can be segregated into three distinct phases. They are as

mentioned below:

· Early phase from 1786 to 1969 of Indian Banks

· Nationalization of Indian Banks and up to 1991 prior to Indian banking sector Reforms.

· New phase of Indian Banking System with the advent of Indian Financial

& Banking Sector Reforms after 1991.

To make this write-up more explanatory, I prefix the scenario as Phase I, Phase II and Phase III.

Phase I

The General Bank of India was set up in the year 1786. Next came Bank of Hindustan and

Bengal Bank. The East India Company established Bank of Bengal (1809), Bank of Bombay

(1840) and Bank of Madras (1843) as independent units and called it Presidency Banks. These

three banks were amalgamated in 1920 and Imperial Bank of India was established which

started as private shareholders banks, mostly Europeans shareholders. IN 1865 Allahabad Bank

was established and first time exclusively by Indians, Punjab National Bank Ltd. was set up in

1894 with headquarters at Lahore. Between 1906 and 1913, Bank of India, Central Bank of

India, Bank of Baroda, Canara Bank, Indian Bank, and Bank of Mysore were set up. Reserve

Bank of India came in 1935.During the first phase the growth was very slow and banks also

experienced periodic failures between 1913 and 1948. There were approximately 1100 banks,

mostly small. To streamline the functioning and activities of commercial banks, the Government

of India came up with The Banking Companies Act, 1949 which was later changed to Banking

Regulation Act 1949 as per amending Act of 1965 (Act No. 23of 1965). Reserve Bank of India

was vested with extensive powers for the supervision of banking in India as the Central Banking

Authority. During those day’s public has lesser confidence in the banks. As an aftermath deposit

mobilization was slow. Abreast of it the savings bank facility provided by the Postal department

was comparatively safer. Moreover, funds were largely given to traders.

Phase II

Government took major steps in this Indian Banking Sector Reform after independence. In 1955,

it nationalized Imperial Bank of India with extensive banking facilities on a large scale

especially in rural and semi-urban areas. It formed State Bank of India to act as the principal

agent of RBI and to handle banking transactions of the Union and State Governments all over

the country. Seven banks forming subsidiary of State Bank of India was nationalized in 1960 on

19th July, 1969, major process of nationalization was carried out. It was the effort of the then

Prime Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the country were

nationalized. Second phase of nationalization Indian Banking Sector Reform was carried out in

1980 with seven more banks. This step brought 80% of the banking segment in India under

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Government ownership. The following are the steps taken by the Government of India to

Regulate Banking Institutions in the Country:

· 1949: Enactment of Banking Regulation Act.

· 1955: Nationalization of State Bank of India.

· 1959: Nationalization of SBI subsidiaries.

· 1961: Insurance cover extended to deposits.

· 1969: Nationalization of 14 major banks.

· 1971: Creation of credit guarantee corporation.

· 1975: Creation of regional rural banks.

· 1980: Nationalization of seven banks with deposits over 200 corers.

After the nationalization of banks, the branches of the public sector bank India rose to

approximately 800% in deposits and advances took a huge jump by 11,000%.Banking in the

sunshine of Government ownership gave the public implicit faith and immense confidence about

the sustainability of these institutions.

Phase III

This phase has introduced many more products and facilities in the banking sector in its reforms

measure. In 1991, under the chairmanship of M Narasimha, a committee was set up by his name

which worked for the liberalization of banking practices. The country is flooded with foreign

banks and their ATM stations. Efforts are being put to give a satisfactory service to customers.

Phone banking and net banking is introduced. The entire system became more convenient and

swift. Time is given more importance than money. The financial system of India has shown a

great deal of resilience. It is sheltered from any crisis triggered by any external macroeconomics

shock as other East Asian Countries suffered. This is all due to a flexible exchange rate regime,

the foreign reserves are high, the capital account is not yet fully convertible, and banks and their

customers have limited foreign exchange exposure.

SCHEDULED COMMERCIAL BANKS IN INDIA

The commercial banking structure in India consists of:

· Scheduled Commercial Banks in India

· Unscheduled Banks in India

Scheduled Banks in India constitute those banks which have been included in the Second

Schedule of Reserve Bank of India (RBI) Act, 1934. RBI in turn includes only those banks in

this schedule which satisfy the criteria laid down vide section 42 (6) (a) of the Act. As on 30th

June, 1999, there were 300 scheduled banks in India having a total network of 64,918 branches.

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The scheduled commercial banks in India comprise of State bank of India and its associates (8),

nationalized banks (19), foreign banks (45), private sector banks (32), co-operative banks and

regional rural banks. “Scheduled banks in India" means the State Bank of India constituted

under the State Bank of India Act, 1955 (23 of 1955), a subsidiary bank as defined in the State

Bank of India (Subsidiary Banks) Act,1959 (38 of 1959), a corresponding new bank constituted

under section 3 of the Banking Companies (Acquisition and Transfer of Undertakings) Act,

1970 (5 of 1970), or under section 3 of the Banking Companies (Acquisition and Transfer of

Undertakings) Act, 1980 (40 of1980), or any other bank being a bank included in the Second

Schedule to the Reserve Bank of India Act, 1934 (2 of 1934), but does not include a co-

operative bank”. “on-scheduled bank in India" means a banking company as defined in clause

(c) of section 5 of the Banking Regulation Act, 1949 (10 of1949), which is not a scheduled

bank".

The following are the Scheduled Banks in India (Public Sector):

· State Bank of India

· State Bank of Bikaner and Jaipur

· State Bank of Hyderabad

· State Bank of Indore

· State Bank of Mysore

· State Bank of Saurashtra

· State Bank of Travancore

· Andhra Bank

· Allahabad Bank

· Bank of Baroda

· Bank of India

· Bank of Maharashtra

· Canara Bank

· Central Bank of India

· Corporation Bank

· Dena Bank

· Indian Overseas Bank

· Indian Bank

· Oriental Bank of Commerce

· Punjab National Bank

· Punjab and Sind Bank

· Syndicate Bank

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· Union Bank of India

· United Bank of India

· UCO Bank

· Vijaya Bank

The following are the Scheduled Banks in India (Private Sector):

· ING Vysya Bank Ltd

· Axis Bank Ltd

· Indus Bank Ltd

· ICICI Bank Ltd

· South Indian Bank

· HDFC Bank Ltd

· Centurion Bank Ltd

· Bank of Punjab Ltd

· IDBI Bank Ltd

The following are the Scheduled Foreign Banks in India:

· American Express Bank Ltd.

· ANZ Grid lays Bank Plc.

· Bank of America NT & SA

· Bank of Tokyo Ltd.

· Banquc Nationals de Paris

· Barclays Bank Plc.

· Citi Bank N.C.

· Deutsche Bank A.G.

· Hong Kong and Shanghai Banking Corporation

· Standard Chartered Bank.

· The Chase Manhattan Bank Ltd.

· Dresdner Bank AG.

BANKING SERVICES IN INDIA

With years, banks are also adding services to their customers. The Indian banking industry is

passing through a phase of customers market. The customers have more choices in choosing

their banks. A competition has been established within the banks operating in India. With stiff

competition and advancement of technology, the services provided by banks have become more

easy and convenient. The past days are witness to an hour wait before withdrawing cash from

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accounts or a Cheque from north of the country being cleared in one month in the south. This

section of banking deals with the latest discovery in the banking instruments along with the

polished version of their old systems.

BANK ACCOUNT

The most common and first service of the banking sector. There are different types of bank

account in Indian banking sector. The bank accounts are as follows:

· Bank Savings Account - Bank Savings Account can be opened for eligible person / persons

and certain organizations / agencies (as advised by Reserve Bank of India (RBI) from time to

time)

· Bank Current Account - Bank Current Account can be opened by individuals / partnership

firms / Private and Public Limited Companies / HUFs / Specified Associates / Societies / Trusts,

etc.

· Bank Term Deposits Account - Bank Term Deposits Account can be opened by individuals /

partnership firms / Private and Public Limited Companies / HUFs/ Specified Associates /

Societies /Trusts, etc.

· Bank Account Online - With the advancement of technology, the major banks in the public and

private sector has facilitated their customer to open bank account online. Bank account online is

registered through a PC 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.

PLASTIC MONEY

Credit cards in India are gaining ground. A number of banks in India are encouraging people to

use credit card. The concept of credit card was used in 1950 with the launch of charge cards in

USA by Diners Club and American Express. Credit card however became more popular with

use of magnetic strip in 1970.Credit card in India became popular with the introduction of

foreign banks in the country. Credit cards are financial instruments, which can be used more

than once to borrow money or buy products and services on credit. Basically banks, retail stores

and other businesses issue these.

LOANS

Banks in India with the way of development have become easy to apply in loan market. The

following loans are given by almost all the banks in the country:

· Personal Loan

· Car Loan or Auto Loan

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· Loan against Shares

· Home Loan

· Education Loan or Student Loan

In Personal Loan, one can get a sanctioned loan amount between Rs25, 000 to 10, 00,000

depending upon the profile of person applying for the loan. SBI, ICICI, HDFC, HSBC are some

of the leading banks which deals in Personal Loan. Almost all the banks have jumped into the

market of car loan which is also sometimes termed as auto loan. It is one of the fast moving

financial products of banks.

Car loan / auto loan are sanctioned to the extent of85% upon the ex-showroom price of the car

with some simple paperwork’s and a small amount of processing fee.

Loan against shares is very easy to get because liquid guarantee is involved in it.Home loan is

the latest craze in the banking sector with the development of the infrastructure.

Now people are moving to township outside the city. More number of townships is coming up

to meet the demand of 'house for all'. The RBI has also liberalized the interest rates of home loan

in order to match the repayment capability of even middle class people. Almost all banks are

dealing in home loan. Again SBI, ICICI, HDFC, HSBC are leading.

The educational loan, rather to be termed as student loan, is a good banking product for the

mass. Students with certain academic brilliance, studying at recognized colleges/universities in

India and abroad are generally given education loan / student loan so as to meet the expenses on

tuition fee/ maintenance cost/books and other equipment.

MONEY TRANSFER

Beside lending and depositing money, banks also carry money from one corner of the globe to

another. This act of banks is known as transfer of money. This activity is termed as remittance

business. Banks generally issue Demand Drafts, Banker's Cheque, Money Orders or other such

instruments for transferring the money. This is a type of Telegraphic Transfer or Tele Cash

Orders. It has been only a couple of years that banks have jumped into the money transfer

businesses in India. The international money transfer market grew 9.3% from 2003 to 2004 i.e.

from US$213 bn. to US$233bn. in 2004. Economists say that the market of money transfer will

further grow at a cumulative 12.1% average growth rate through2009.

FUTURE OF BANKING IN INDIA

A healthy banking system is essential for any economy striving to achieve good growth and yet

remain stable in an increasingly global business environment. The Indian banking system has

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witnessed a series of reforms in the past, like deregulation of interest rates, dilution of

government stake in PSBs, and increased participation of private sector banks. It has also

undergone rapid changes, reflecting a number of underlying developments. This trend has

created new competitive threats as well as new opportunities. This paper aims to foresee major

future banking trends, based on these past and current movements in the market. Given the

competitive market, banking will (and to a great extent already has) become a process of choice

and convenience. The future of banking would be in terms of integration. This is already

becoming reality with new-age banks such as YES Bank, and others too adopting single-PIN.

Geography will no longer be an inhibitor. Technology will prove to be the differentiator in the

short-term but the dynamic environment will soon lead to its saturation and what will ultimately

be the key to success will be a better relationship management.

OVERVIEW

If one were to say that the future of banking in India is bright, it would be a gross

understatement. With the growing competition and convergence of services, the customers (you

and I) stand only to benefit more to say the least. At the same time, emergence of a multitude of

complex financial instruments is foreseen in the near future (the trend is visible in the current

scenario too) which is bound to confuse the customer more than ever unless she spends hours

(maybe days) to understand the same. Hence, I see a growing trend towards the importance of

relationship managers. The success (or failure) of any bank would depend not only on tapping

the untapped customer base (from other departments of the same bank, customers of related

similar institutions or those of the competitors) but also on the effectiveness in retaining the

existing base. India has witness to a sea change in the way banking is done in the past more than

two decades. Since 1991, the Reserve Bank of India (RBI) took steps to reform the Indian

banking system at a measured pace so that growth could be achieved without exposure to any

macro environment and systemic risks. Some of these initiatives were deregulation of interest

rates, dilution of the government stake in public sector banks (PSBs), guidelines being issued for

risk management, asset classification, and provisioning. Technology has made tremendous

impact in banking. ‘Anywhere banking’ and ‘Anytime banking’ have become a reality. The

financial sector now operates in a more competitive environment than before and intermediates

relatively large volume of international financial flows. In the wake of greater financial

deregulation and global financial integration, the biggest challenge before the regulators is of

avoiding instability in the financial system.

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RISK MANAGEMENT

The future of banking will undoubtedly rest on risk management dynamics. Only those banks

that have efficient risk management system will survive in the market in the long run. The

effective management of credit risk is a critical component of comprehensive risk management

essential for long-term success of a banking institution. Although capital serves the purpose of

meeting unexpected losses, capital is not a substitute for inadequate decontrol or risk

management systems. Coming years will witness banks striving to create sound internal control

or risk management processes. With the focus on regulation and risk management in the Basel

Framework gaining prominence, the post-Basel II era will belong to the

Banks that manage their risks effectively. The banks with proper risk management systems

would not only gain competitive advantage by way of lower regulatory capital charge, but would

also add value to the shareholders and other stakeholders by properly pricing their services,

adequate provisioning and maintaining a robust financial structure.

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BANK PROFILE

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BANK PROFILE

Established on 10th February 1937 by Mr. M. Ct. M. Chidambaram Chettyar, leader in banking,

insurance and industry areas, Indian Overseas Bank (IOB) had the twin aims of attaining

specialization in overseas banking as well as foreign exchange business. IOB has always been

talked about for its excellent presence and services. At the time of inauguration, IOB started its

business in three branches at the same time. The branches were located at Karaikudi and

Chennai in India and Rangoon in Myanmar, erstwhile Burma. It had a branch in Penang also.

During the time when India became an independent nation, Indian Overseas Bank was running

38 branches in India and 7 overseas branches. At that point of time, the Deposits of the bank was

Rs.6.64 corer and Advances was Rs.3.23 corer

IOB received the status of nationalized bank in the year 1969 along with other 13 major banks.

By this time, it had 195 branches. Gradually between the periods 1969 and 1992, IOB started

spreading its wings in foreign destinations like Colombo and Seoul.

IOB was the first bank to receive ISO 9001 Certification from Det Norske Verities (DNV),

Netherlands in the month of September 1999 for its Computer Policy and Planning Department.

Besides, in its journey, it has won many awards and accolades too. These include:

NABARD's award 2000-2001 for creating maximum number of credit links of Self Help

Groups in comparison to all the other Banks in Tamil Nadu

Best Award under the category of Banking Technology in the year 2001

BRANCH PROFILE (IOB –CATHEDRAL)

Cathedral is also one of the important branches in Chennai. In cathedral branch has more than

28000 account is there and also issuing pension like Chennai co-operation, Port trust, Govt.

Hospitals, railway’s, MTC, PWD, Tele-communication department etc. this service is offering

from 35years ago. Totally 32 staff working for that the branch, Foreign exchange dealing is done

here. All type of loans is provided here. Locker, DD, BC, gold coins etc., are the facilities given

here. Cathedral branch is CBS type.

WORKING HOURS;

In Indian overseas bank working hours is from 9:30AM to 4:30PM.

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HEAD OFFICE;

The head office of the Indian overseas bank is located at mount road near spencer plaza

ADDRESS;

No; 763 Anna salai,

Chennai – 600002

INDIAN OVERSEAS BANK;

IOB is a one of the major bank based in Chennai with over 1400 domestic branch & 6 branches

in Abroad. The bank was established in 1937 to encourage overseas banking for foreign

exchange operation. The bank started simultaneously with 3 branches there are;

Indian overseas bank Chennai

Indian overseas bank Rangoon

Indian overseas bank Singapore

Indian overseas bank Burma

Indian overseas bank Malaysia

Indian overseas bank Sri lanka

Indian overseas bank Sumatra

In the year 2000 I.O.B engaged India in IPO which brought the Govt. share in the bank down to

75%.

IOB International expansion

1937-38: As mentioned above, IOB was international from its inception with branches

Indian Overseas Bank Rangoon, Indian Overseas Bank Penang, and Indian Overseas Bank

Singapore.

1941: IOB opened a branch in Malaya that presumably closed almost immediately because

of the war.

1946: IOB opened a branch in Ceylon.

1947: IOB opened a branch in Bangkok and re-opened others.

1948: United Commercial Bank (see below) opened a branch in Malaya.

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1949: IOB opened a branch in Bangkok.

1963: The Burmese government nationalized IOB's branch in Rangoon.

1973: IOB, Indian Bank and United Commercial Bank established United Asian Bank

Berhad. (Indian Bank had been operating in Malaysia since 1941 and United Commercial

Bank Limited had been operating there since 1948.) The banks set up United Asian to

comply with the Banking Law in Malaysia, which prohibited foreign government banks

from operating in the country. Also, IOB and six Indian private banks established Bharat

Overseas Bank as a Chennai-based private bank to take over IOB's Bangkok branch. The

Baharat Overseas Bank is the only private bank that the Reserve Bank of India has permitted

to have a branch outside India. The ownership was: Indian Overseas Bank (30%), Bank of

Rajasthan (16%), Vysya Bank (14.66%), Federal Bank (19.67%), Karur Vysya Bank (10%),

South Indian Bank (10%) and Karnataka Bank (8.67%). Bharat Overseas serves the Indian

ethnic community in Thailand.

1977: IOB opened a branch in Seoul.

1991: Bank of Commerce (BCB), a Malaysian bank, acquired United Asian Bank (UAB). In

1999 BCB merged with Bank Bumiputra Malaysia to form Bumiputra-Commerce Bank

Berhad.

Indian overseas bank has being operated in Malaysia since 1941, and united commercial bank

limited has been operated since 1948. The bank has being set up united Asian company with

banking law in Malaysia, which prohibited foreign Govt. Bank from operating in the county.

Also I.O.B and other six bank Indian private bank etc. Bharath overseas banks as Chennai based

private bank to take over I.O.B Bangkok branch. The bharath overseas bank is the only private

bank, which the reserve bank of India has permitted to have a branch out side India.

The ownership was,

Indian overseas bank (30%)

Bank of Rajasthan (18%)

Vysya bank (14.66%)

Federal bank (19.67)

South Indian bank (10%).

Karnataka bank (8.67%).

Bharath overseas bank the Indian ethic community in Thailand.

In 1977 I.O.B opened a branch in Seoul.

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1991 bank of commerce (BCB) a Malaysian bank (U.A.B) in 1999 BCB merged with

bank Brahmaputra Malaysia.

FUNCTIONS OF INDIAN OVERSEAS BANK

Its accept deposits from the public.

It lends money to the needy people, for having loans, jewels loans & for the customer

durable goods.

Bank issue Cheque.

It deals in the bill of exchange, dies, promissory notes, coupons, draft, and bill of

lending, railway receipts, warrants, certificates, scripts & other securities weather

transferable or negotiable.

It acts as agent for remittance of money on behalf of government, municipality, local

board, Insurance Corporation & other.

It grants & issue letter of credit travelers Cheque & circular notes.

25

BOARD OF DIRECTORS

STRENGTH OF THE BOARD:

Presently, there are 10 Directors on the Board of the Bank. Brief Particulars of each of the

directors are placed below:

1. Shri S.A. Bhat,

Chairman and Managing Director

DOB: 20.10.1950

Qualification: B.Sc (Hons) CAIIB Part I

Appointed on: 04.06.2007

Term ends on: 31.10.2010

(Date of Superannuation)

AT BANK OF INDIA:

Shri S A Bhat joined Bank of India as a Probationary Officer in 1972 and was with them till 1st

February 2006.

In Bank Of India, he started as an officer and Branch Manager of rural and semi urban

branches. He was Chief Dealer at Mumbai Overseas Branch, of Bank of India. He had a two-

year stint at Bank of India’s London Branch. He was with that Bank’s New York Office for four

years as Vice President and Comptroller. He has headed the Bank of India’s Chennai Zone as

Zonal Manager. As General Manager International Banking, he was in charge of the entire

International operations of Bank of India. Later as General Manager, Risk Management, he was

responsible for the implementation of Risk Management techniques and Basel II norms.

While at Bank of India, he was also nominee director for STCI, IL & FS and Indo Zambia

Bank.

AT UCO BANK AS EXECUTIVE DIRECTOR

Shri Bhat was appointed by the GOI as Executive Director of UCO Bank on 2 nd February 2006

and held that position till his present assignment as CMD of Indian Overseas Bank. Shri Bhat

has made many contributions to the Banking Industry, as a member of several committees. He

was on the Technical Advisory Committee, Steering Group for Basel II, Committee on Credit

26

Advisory System for Exporters, and Working Group for revision of ALM, all of which were

constituted by Reserve Bank of India. He was also on the Indian Banks’ Association’s

Committee for drawing Road Map for implementation of Basel II.

With an overall exposure in Banking, his strengths lie in International Banking, Credit, Rural

Finance and Risk Management.

2. Shri Y.L. Madan

Executive Director

DOB : 24.08.1950

Qualification : M.Sc., MBA, CAIIB




AT CANARA BANK

Shri Y L Madan joined Canara Bank in 1973 as Officer trainee and has 35 years of

experience. He served mostly in northern areas of Punjab, Haryana, Chandigarh, Bihar, Delhi

and had a posting at Overseas Exchange Company in Doha, Quatar, managed by Canara

Bank, He had one year stint as Faculty in Canara Bank Training Centre, Mumbai. He was the

General Manager from October 2003 in Canara Bank before his appointment in IOB as its

Executive Director.

2. Smt.Nupur Mitra

Executive Director

DOB: 08.12.1952

Qualifications: B.Sc., LLB




AT BANK OF INDIA

27

Smt.Nupur Mitra started her career with Bank of India in Lucknow as Direct Recruit Officer in

the year 1975. During her service spanning over 34 years, she served the Bank of India in

various capacities at the branches and its Zonal Offices.

She moved over to head London Branch on overseas assignment in mid 2001. Her overseas

tenure in London and thereafter as Chief Executive of Europe operations was the most satisfying

part of her career in terms of business and contribution.

After an exemplary overseas stint, back in the Motherland, she headed the Mumbai and

Chandigarh Zones of the Bank. As General Manager at the Corporate Office she was in charge

of Credit, SME, Retail Banking (Deposit & Advances), Card Products, Public Relations,

Depository Services, etc.

Smt. Nupur Mitra was the General Manager of Bank of India before her appointment in IOB as

its Executive Director.

3. Dr. Vinita Kumar

Government Nominee Director

DOB : 25.12.1954

Qualifications : MA (Economics) Ph. D., Indian

Economic Service (1977)

Nominated by GOI on: 10.06.2008 and will continue until further orders

Dr Vinita Kumar, is presently the Economic Adviser, Department of Financial Services,

Ministry of Finance, New Delhi.

She has published books on the following topics.

Economic Growth and Rural Poverty –The Indian Experience (1960-1995)

Learning to Share : Experience and Reflections on Participatory Rural Appraisal and

Community participation.

4. Smt. Chitra Chandramouliswaran

RBI Nominee Director

DOB : 26.07.1944

Qualification: M.Sc., CAIIB

Nominated by GOI on: 27.02.2007 and will

continue until further orders.

28

Smt Chitra Chandramouliswaran joined RBI in 1967 and has worked Industrial Export and

Credit Department, Banking Operations & Development and Foreign Exchange (Exchange

Control) Departments and RBI’s Central Office in Mumbai. She has also held senior

assignments in RBI’s Regional Offices in Delhi and Bangalore. She retired as Chief General

Manager of Reserve Bank of India in 2004.

She has been nominated by GOI as RBI nominee on the Board of the Bank with effect from

27.02.2007.

5. Shri N. Sridaran

Workmen Employee Director

DOB: 10.12.1950

Qualification: SSLC

Nominated by GOI on: 20.04.2007

Term ends on: 19.04.2010 and thereafter until his successor is duly

nominated or till he ceases to be a workmen employee of IOB or until further orders, whichever

is earlier.

Shri N Sridaran joined the Bank on 02.05.1972 and is having more than 36 years of banking

experience in IOB. He is presently a Special Cadre Assistant attached to Cathedral Branch of the

Bank.

6. Shri B. V. Appa Rao

Part-Time Non-Official Director

DOB: 06.06.1950

Qualifications: B.Com. F.C. A.



A qualified Chartered Accountant in 1980, Shri Appa Rao, immediately joined Andhra Bank as

Officer and served for 6 years. Leaving Andhra Bank, he joined M/s The Andhra Sugars Limited

of Andhra Pradesh in the Senior Management and served for 7 years.

He is presently a Senior Partner in M/s B.V. Rao Associates, Chartered Accountants, Guntur

started in the year 1994. During these 14 years of service he was Statutory Branch auditor for

Union Bank of India, State Bank of India and Andhra Bank. He was Concurrent Auditor for

29

various branches of Andhra Bank and Union Bank of India at Guntur. He was also Statutory

Auditor for the Divisions of United Insurance company Limited appointed by Comptroller and

Auditor General of India.

7. Shri Sooraj Khatri

Part-Time Non-Official Director – Second Time

DOB: 06.08.1955

Qualifications: B.Sc., LL.B., Dip. In Labour Law


Term ends on: 25.10.2012 or until further orders,

Whichever is earlier?

Shri Sooraj Khatri is practicing legal profession as an Advocate in Rajasthan High Court. He is

also a journalist, Editor and Publisher.

8. Shri A.K. Bhargava

Shareholder Director

DOB: 10.05.1943

Qualification: B. Com., LL. B., CAIIB

Elected by Shareholders other than GOI on: 25.11.2008


Shri A K Bhargava is a retired General Manager of Punjab National Bank. He is a professional

Banker with 40 years of experience. He is at present a Management and Financial Consultant.

9. Dr. Chiranjib Sen.


DOB: 29.09.1946

Qualification: MA (Econ.) Ph. D

Elected by Shareholders other than GOI on: 25.11.2008


30

Dr Chiranjib Sen. is a Professor of Economics in the Indian Institute of Management, Bangalore

and a visiting Professor of about 13 universities in India and abroad. He has edited many books.

Numbers of his articles on various topics of varied interest have been published in Indian and

Foreign journals.

10. Shri A Vellayan


DOB: 09.01.1953

Qualification: B.Com, MBA

Elected by Shareholders other than

GOI on: 08.12.2008


Shri A Vellayan, aged 56 years, hailing from Chennai, is a Management graduate from the

University Of Warwick Business School in UK and a diploma holder in Industrial

Administration from the University of Aston, Birmingham, UK. He is the Vice Chairman and

Director – Strategy of the Murugappa Group, a business conglomerate headquartered in

Chennai. Shri Vellayan is the non-executive Chairman of two Public Limited Companies viz.

EID Parry (India) Limited and Coromandel Fertilizers Limited and is also on the Board of

several reputed Public Limited companies. He is the Vice President for Southern Indian

Chamber of Commerce & Industry and a member of the Executive Committee of FICCI, Delhi.

Shri Vellayan has been elected by the shareholders (other than the Central Government) to

represent their interest in the Board.

31

PRODUCTS & SERVICES

32

PRODUCTS & SERVICES

IOB Bank offers wide variety of Deposit Products to suit your requirements. Coupled with

Convenience of networked branches/ ATMs and facility of E-channels like Internet and Mobile

Banking, IOB Bank brings banking at your doorstep. Select any of our deposit Products and

provide your details online and our representative will contact you for Account Opening.

DEPOSITS:

Saving Bank Deposits

No Frills SB Accounts

Current Account

Fixed Deposit

Reinvestment Deposit

Recurring Deposit Account

Annuity Deposit Plan

Multiple Investment Scheme

Cumulative Benefit Deposit

Multiple Deposit Account

SAVING DEPOSIT

In this type of deposit the depositor can deposit & withdraw whenever he is in need of money.

The depositor can also have Cheque book facility by maintain a balance of Rs.500/-, in the

account any person can deposit on behalf of the account holder can withdraw the amount.

FIXED DEPOSIT

33

Fixed deposit can be accepted for 30 days to 37 months and at various interest rates,

while depositing money in a fixed. The customer received a deposit receipt which is usually

market “NOT NEGOTIABLE” the deposit is repayable on demand & after the maturity period.

RECURRING DEPOSITS

Deposits received for 6 months to a maximum of 10 years as monthly fixed installment.

The amount saved and interest compounded at quarterly intervals paid at the time of maturity. In

case of monthly installments exceeding Rs.25000 a maximum period is restricted to 3 years.

SPECIAL FIXED DEPOSITS

Deposits accepted for 6 months to 10 years. Interest payable every quarterly or monthly.

Monthly interest is payable @ discount rate.

RE-INVESTMENT DEPOSITS

Deposits accepted for 6 months to 10 years. Interest compounded quarterly and at the

time of maturity in case of deposits Rs. 15 lakhs maximum period is restricted to 3 years.

GRANTINTY LOAN’S AND ADVANCE

Lending is one of the primary functions of co- operative bank, some of the method of lending

are.

Personal Loan

Car Loan

Commercial Vehicle Loan

Corporate Loans

Housing Loan

Home Improvement Loan

Educational Loan

NRI Home Loans

Agricultural Loans

34

Finance For Small, Medium And Large Enterprises

PERSONAL LOANS

Individual in employment, professional, self-employed not over 55 years of age is

eligible for personal loan to buy consumer durable such as electric, electronic goods metals and

wooden furniture etc. the minimum loan is 5 times the gross salary or 90% if the cost so the

article whichever is less.

PUSHPAKHA (CAR LOAN)

Car finance for purchase of new as well as used car and two wheelers 90% of a cost of

new car and two wheeler and 75% cost of old car two wheeler or financed against hypothecation

of vehicles. Repayments of 60 EMI for new car and 36 EMI for old car

COMMERCIAL LOAN

Range of services on existing loans & extended products like funding of new vehicles, refinance

on used vehicles, balance transfer on high cost loans, top up on existing loans, Extend product,

working capital loans & other banking products.

SUBHA GRUHA

Home loans scheme for residents’ individual up to Rs. 50 lakhs repayable in 20 years for

purchase construction of new/old house flats in the case of fixed rate opinion the maximum

repayment period is 10 years.

HOME IMPROVEMENT SCHEMES

Loans schemes for repairing / renovation/up gradation of existing houses to individuals

in service, profession, trade. Loan up to Rs.5 lakhs repayable in 120 EMI with a holiday of

months.

VIDYA JOTHI EDUCATION LOAN SCHEME

Loans schemes and student education in abroad loan amount Rs. 7.5 lakhs study in

abroad.

35

LIQUIRENT

Loan schemes for owners of building let out to banks, corporate’s MNCs finance is

provided against future rent visible.

FARM EQUIPMENT LOANS

Preferred financier for almost all leading tractor manufacturers in the country. Flexible

repayment options in tandem with the farmer's seasonal liquidity. Monthly, Quarterly and Half-

yearly repayment patterns to choose from. Comfortable repayment tenures from 1 year to 9 year

CREDIT CARDS

IOB Bank Credit Cards give you the facility of cash, convenience and a range of benefits,

anywhere in the world. These benefits range from life time free cards, Insurance benefits, global

emergency assistance service,

Discounts, utility payments, travel discounts and much more.

DEBIT CARDS

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

bank account around the clock, around the world.

The IOB Bank Debit Card can be used for shopping at more than 100,000

Merchants in India and 13 million merchants worldwide.

TRAVEL CARD

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

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

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

usage of Credit or Debit card.

PRE PAID CARDS

IOB Bank brings to you a complete bouquet of pre-paid cards providing payment solutions at

your fingertips. IOB Bank pre-paid cards are a safe &

36

Convenient way for associate payments, disbursements, gifting & small ticket transactions. Pre-

paid cards are available on a VISA platform thus providing accessibility to over one lakh

merchant establishments & cash withdrawal from all VISAS.

IOB BANK PURE GOLD

Gold has been traditionally the most favored form of investment for Indians. In fact, India, even

today is amongst the highest customers of Gold in the world. However, the Gold market remains

largely unorganized with reliability and convenience remaining the key issues for gold buyers in

the country. IOB Bank with its `Pure Gold' offer attempts to bridge the gap between the need of

the customers for buying gold and availability of an organized avenue to satisfy that need, by

taking care of the two key components Reliability and Convenience. Reliability 24 Carat IOB

Bank Pure Gold is imported from Switzerland.

This Gold carries a 99.99% Assay Certification, signifying highest level of purity, as per

international standards. IOB Bank Pure Gold is competitively priced based on daily prices in the

international bullion market. Currently, gold is available in 2, 4, 8, 20, 50,100gms.

FOREIGN EXCHANGE DEALINGS

The foreign exchange management act.1999 defines: “Foreign exchange means foreign

currency and includes---

(I) Deposits, credits and balances payable in any foreign currency.

(II) (ii) Drafts, travelers Cheque, letters of credit or mills of exchange, expressed or

drawn in Indian currency but payable in any foreign currency;

(iii) Drafts, travellers Cheque, letters of credit or bills of exchange drawn by banks, intuitions or

persons outside India, bit payable in Indian currency”.

Thus, foreign exchange includes foreign currency, balances kept abroad, and instruments

payable in foreign currency, and instruments drawn aboard but payable in Indian currency.

Foreign exchange is the mechanism by which the currency of one country gets converted

into the currency of another country. Foreign exchange plays an important role in international

trade. The conversion of currencies is done by banks who deal in foreign exchange. These banks

maintain stocks of foreign currencies in the form of balances with banks abroad.

37

REPORTING OF FOREIGN EXCHANGE TRANSWACTIONS

BY BRANCHES:

MONETARY LIMT:

ANY SALE OR PURCHASE OF FOREIGN EXCHANGE WHERE REPEE VALUE IS RS.50,

000/- or above, branches should obtain rat3s form dealings rooms at FEDCO (FOREIGN

EXCHANGE DEVELOPMENT CENTRAL OFFICE) Th.B., Mumbai, as the case maybe. If the

transactions are put through at the rates given by FEDCO/Tr.B.,Mumbai, the same should be

reported by branch immediately by telex/fax.

If the branches purchase more than one sale at a time, whose aggregate value is rs.50,000/- and

above then also branches should contact dealings room at FEDCO/Th.B. ,Mumbai for rates and

repor6t the same by telex/fax even though the individual item may be below Rs.50,000/-.

If the branches purchase/sell foreign exchange (either as one or multiple) whose value at the

time of purchase/sale will be below Rs.50,000/- by applying the card rate, but during the day the

aggregate purchase or sale exceed Rs.50,000/-, then at the end of the day branches should report

the aggregate of such purchases/sales dealing room at FEDCO/Tr. Mumbai by teem/fax at the

card rate if the aggregate purchase or sale is below rs.50,000/-, branch should report through

exchange position memo immediately. The exchange position memo may be sent by teem or

details conveyed over phone according to the convenience of branch. Care should be taken not

to omit any transaction form reporting

In case of u since bill discounted, the branches should contact dealing room at FEDCO/TR. B,

Mumbai for rates irrespective of the amount of bill, i.e., even if the rupee amount of bill is less

than Rs.50,000/-. Branches should not apply card rates but apply card rates but apply rates

obtained from dealing room.

CHASSIFICATION OF SALE/PURCHASE TRANSACTIONS FOR

REPORTING PURPOSES

The purchase transactions are classified under the heads exports and non-exports. Similarly

the sale transactions are classified under the heads non-import

The items are to be include these heads are as below.

38

EXPORT NON-EXPORTS IMPORTS NO-IMPORTS

Export bills

Purchased

discounted

negotiated

Purchase of

instruments

Other than for export

Sales transaction for

all import whether

under LC or not

under LC

Sale for issuances of DD /

TT/TC etc., for other than

imports

Realization of

export bill sent

and collection.

Realization

instruments on

collection other than

of exports

Sales of foreign

exchange for import

bill which are

received directly by

the imported

Conversion of NRE rupee

to FCNR/RFC deposits

etc.,

OBR realizations Inwards remittance

like other than

exports

The sales transaction

representing advance

remittance to

overseas exporters for

imports to India

National sales for transfer

of Overdue exports bill

purchased / discounted/

negotiated to

AAORB[Advance against

overdue export bills

receivable

Purchase of

Cheque / DD is

received by

exported towards

export proceed

Conversion of FCNR

[B, EEFC/RFC/FCA

deposits to rupees

Sales of foreign

exchange for direct

imports

Sales for require and

realize and purchased /

discounted negotiated

export bills or unrealized

purchased

instruments[ CLEARN]

Realization of

Cheque / DD is

sent on collection

returning to

exports

Conversion of PCFC,

FCL, WCTL, amount

to rupees

---------------- All cross currency sales

where the sales leg is not

per training to imports

Purchase of any Any other purchase ---------------- Any other sales other than

39

inwards

remittance /

advance

remittance

towards exports

transaction which is

non-export in nature

imports

Payments of

exports bills by

debit of NRE a/c

All cross currency

transaction where the

corresponding

purchase leg does not

certain to exports

------------- ----------------

OTHER LOANS

The bank providing personal loans for purchasing television, refrigerator other house hold

article. There also offering loans to small scale industry, self-employed person & transport

operators.

NRI ACCOUNTS

Non-Resident Ordinary (NRO)

Resident Foreign Currency Account (RFC)

Foreign Currency Non-Resident Accounts (Banks)

NRI home loan scheme

NRI remittances

Remittances procedures

Tracking cell

Forward cover

IOB NRI shield

IOB Expo Gold Card

Corporate Banking 40

Micro Small and Medium Enterprises (MSME)

IT & BPO

Cash management services -IOB STARS

Rural

IOB's commitment for social causes

Agricultural short time loans

Financial inclusion

Agri business consultancy

OTHER SERVICES AND PRODUCTS:

VISA International Credit Cards

VISA Debit Card

IOB Fine Gold

Real Time Gross Settlement (RGTS)

Forex Collection Services

Agriculture and Business Consultancy Service

Investment options like Mutual Funds and Shares

SECONDARY FUNCTION OF THE BANK

Secondary function refers to the various axillary service rendered by the bank

Safety locker

Clearing of bills

Axillary service

Overdraft of weavers

Financial analysis for PDS

Issue of DD

Refinance for product loan

Issue of BC

41

IOB CREDIT CARD

Weiver of annual / entry fee ( life time)

International card affiliated to VISA

Roll over facilities with repayment of 10 % of the outstanding amount

Lowest interest @ 24% (analyzed) for the roll over credit

Free credit card period up to 50 days from the date of purchase.

Enhanced insurance coverage such as personal, accident, baggage, purchase, protection,

etc.

Add on car facilities to the family members.

Lowest service charges @ 2.25% on the cash payment.

Facilities to draw cash at over 15000 ATMs in India and over 8.7 lakhs ATMs

worldwide.

Payment for fee to foreign institution

Reward point are redeemed and credited to the account.

INSURANCE LINKED RETAIL PRODUCTS

IOB jeevan

Health care plans

Vidya suraksha

Vidya jothi with suraksha

Liability insurance for retail loans.

NRI shield

MUTUAL FUND DISTRIBUTIONS

Franklin Templeton limited

Tata mutual funds

ITC mutual funds

Sundram BWP Paribas funds

Principle IOB AMC (I) limited

Kotak mutual funds

Standard charted mutual funds

ICICI prudential mutual funds

42

UTI mutual funds

GOVERNMENT BUSINESS

E-Payment of direct taxes

E-Payment of indirect taxes

Pension payment scheme

Sales tax collections

Provident Fund Scheme 1968

8 percent savings taxable bond scheme

Senior citizen scheme 2004

SERVICE AVAILABILITIES AT FREE OF CHARGES

CBS transaction

Insurance, revenue, annual, free for ATM cards

No frill account, no minimum balance changes and additional deduction of names in

deposits

Verification in nomination

Closure of A/c – SB /CDCC

Charges in operation of CDCC

Duplicate deposit receipt

No due certificate

Cancelation of DD / BC

Balance enquire by using ATM cards

Inward remittance through NEFT/ RTGS

DEMAND DRAFT CURRENT CHARGE IN IOB

AMOUNT RANGE FOR CUSTOMERS NON- CUSTOMERS

Up to 1000 Rs. 14 Rs. 21

Above 1000-5000 Rs. 21 Rs. 32

43

Above 5000-10000 Rs. 28 Rs. 41

Above 10000-1 lakh Rs. 2.04 per 1000. (Min Rs. 30)Rs. 3.06 per 1000

(Min Rs. 45)

Above 1 lakh- 10lakhRs. 2.76 per 1000

(Min Rs. 2712)

Rs. 4.41 per 1000

(Min Rs. 4068)

Above 10 lakhRs. 2.76 per 1000

(Min Rs. 2712)

Rs. 4.41 per 1000

(Min Rs. 4068)

BANKERS CHEQUE CURRENT CHARGES IN IOB

AMOUNT RANGE FOR CUSTOMERS NON- CUSTOMERS

Up to 1000 Rs. 7 Rs. 11

Above 1000-5000 Rs. 20 Rs. 31

Above 5000-10000 Rs. 28 Rs. 41

Above 10000-1 lakh Rs. 2.05 per 1000. (Min Rs. 30)Rs. 3.06 per 1000

(Min Rs. 45)

Above 1 lakh- 10lakhRs. 1.38 per 1000

(Min Rs. 1020)

Rs. 2.07 per 1000

(Min Rs. 1058)

Above 10 lakhRs. 1.38 per 1000

(Min Rs. 1632)

Rs. 2.07 per 1000

(Min Rs. 2448)

44

STATEMENT OF THE

OBJECTIVES45

OBJECTIVE OF THE STUDY

PRIMARY OBJECTIVE

To study, analyze and evaluate the customer satisfaction level towards the different

services rendered by the bank and to identifying the critical success factors.

SECONDARY OBJECTIVES

To evaluate the awareness level of the customer on the product and services.

To find out the differences among perceived service and expected service.

To evaluate the process efficiency in customer query and requirement handling

To understand consumer’s preferences.

To access the degree of satisfaction of the customers

46

REVIEW OF LITERATURE

47

1. According to “Anne-Birte Stensgaard” Senior News Editor, June 20-2006 states that the

new insurance product is an arrangement between the United India Insurance Company

Limited and the IOB that provides Insurance cover for NRIs under the scheme - IOB NRI

Shield. The scheme covers NRIs during their stay in India, up to a maximum of 180 days a

year. NRIs during their visit to India find Insurance a pre-requisite to meet their

contingencies arising out of ailments, accidents, baggage loss and other perils like fire etc.

This scheme will meet all the Insurance requirements of the NRIs and covers varied risks

anticipated during their stay in India. All IOB bank account holders who desire to participate

in this insurance scheme can avail the facility at UAE Exchange outlets - an extensive

network in the UAE - to pay their premium amounts. On the occasion of the launch, Mr. T

S Narayanasami, Chairman and Managing Director of Indian Overseas Bank said, "IOB

which is a 69 years old bank has adapted successfully to the emerging trends by introducing

new products and services in financial sector. The Bank's power of performance has

stemmed from customer-centric business ethos, relentless IT initiatives and policy focus."

"Though we have association with many exchange companies in Gulf area, our association

with UAE Exchange Centre, UAE dates back to more than 25 years," added Narayanasami.

2. According to “PR Newswire” LONDON, October 9, Indian Overseas Bank in Singapore

has selected integrated core banking solution, Misys Midas Plus, to introduce new products

48

and client services to support business expansion, deliver new levels of customer satisfaction

and improve operational performance while enabling market leading international standards

in accounting and regulatory compliance & controls. Indian Overseas Bank was the first

India based bank to commence operations in Singapore more than 60 years ago and provides

a comprehensive range of banking services; specializing in retail banking, trade finance and

a wide range of remittance facilities to India

3. According to “Lassar, Walfried M., Manolis, Chris, Winsor, Robert” December 5 2000,

state that In the Seroquel Scale is the principal instrument in the services marketing literature

for assessing quality. The Technical/Functional Quality Framework is also a widely accepted

model on service quality. However, the ability of either to predict customer satisfaction has

not been looked into. Relating to the private banking industry, the Technical/Functional

Quality Framework was found to be more suited to predicting customer satisfaction.

4. According to “Powpaka, Samart” October 19 – 1996 State that the influence of outcome

quality on customers' perceptions of overall service quality are studied. Results show that

outcome quality has a strong influence on customers' overall service quality assessment.

Outcome quality is also most important in services with search and experience outcome

quality attributes. A model to enable marketing managers to evaluate customers' perceptions

of service quality is also discussed.

5. According to “Lee, Haksik, Lee, Yongki, Yoo, Dongkeun “March 24 – 2002 State that the

Performance as perceived by customers rather than the difference between that perception and

the customer's prior expectations explains more the variation in service quality. It is the

customer's satisfaction that leads to perceived quality of service rather than the reverse. More

emphasis on responsiveness is expected to be placed on people-based services than on

equipment and facility based services.

6. According to “CBA REPORT” June 12 - 2005state that the banking industry had a better

than average score for customer satisfaction over the past year, according to the latest report by

American Customer Satisfaction Index (ACSI).

The score for how well the banking industry is doing overall (75, unchanged from last year),

compares to the overall Level of satisfaction in the US economy, representing all companies and

49

industries measured by the ACSI, which stands at 74.3, so the banking industry is doing slightly

better than the average of all consumer goods and services.

Established in 1994, ACSI is a uniform and independent measure of household consumption

experience, which tracks trends in customer satisfaction and provides benchmarking insights of

the consumer economy. The ACSI is produced by the Business School at the University of

Michigan, in partnership with the American Society for Quality (ASQ) and the international

consulting firm, CFI Group.

ACSI says their scores are a leading indicator of future consumer buying. "High satisfaction

scores make it easier for banks to increase their relationships with their customers and sell them

more products and services; low satisfaction has the opposite effect. In general, this translates

into a prediction of changes in revenues," according to ACSI.

7. According to “Robert W. Armstrong, Tan Boon Seng” September 2 2005 state that

Extends the current understanding of customer satisfaction at the business-to-business level in

the Asian banking industry. The main thrust of the paper is an attempt to conceptualize a

comprehensive model of satisfaction at the business-to-business level incorporating guanxi

(Chinese business relationships), relationship marketing and the disconfirmation paradigm. The

essence of the research highlighted the importance of relational constructs, in addition to the

disconfirmation paradigm, in impacting customer satisfaction at the business-to-business level in

the Singapore banking industry. At the business-to-business level in the Asian context, the

disconfirmation paradigm is still the predominant paradigm influencing the customer

satisfaction process. Relationship marketing and guanxi are significant in our comprehensive

model of corporate-customer satisfaction. Relationship marketing was found to have both a

direct and an indirect impact (through disconfirmation) on corporate-customer satisfaction.

Guanxi was found to exert an indirect impact on satisfaction as opposed to the initial

hypothesized direct impact on satisfaction.

8. According to “Luis Moutinho, Douglas T. Brownie” November 24 2008 State that the

nature and direction of the satisfactions that are delivered to customers of bank services are

explored, and the criteria used to evaluate these services are highlighted. The non-metric

multidimensional scaling technique enabled respondents' perceptions to be represented spatially.

It is revealed that respondents had high levels of satisfaction with regard to the location and

50

accessibility of branches and ATMs, and acceptance of the current levels of banking fees; but

expressed some caution in their evaluation of new and improved services.

9.According to“ U.S. Bank” June 2 -2008 State that the MINNEAPOLIS - (Business Wire)

U.S. Bank customers are increasingly loyal and satisfied, and they consider U.S. Bank’s services

to be of high quality and value according to the American Customer Satisfaction Index (ACSI)

research conducted in the fourth quarter of 2009.

U.S. Bank surpassed industry averages and topped the four largest banks in the country in

customer satisfaction, customer expectations, perceived quality, perceived value and customer

loyalty. U.S. Bank scored 77 in overall ACSI customer satisfaction, compared to the next

highest reported score of 73 and the industry average of 75. U.S. Bank exceeded reported

industry averages in the important categories of loyalty, quality and value by seven or more

points.

“We’ve experienced a flight to quality for many months, and now these results are evidence of

our success," said Richard Davis, chairman, president and chief executive officer of U.S.

Bancorp. “Our company has been a source of strength and stability and as these scores

demonstrate, customers are taking notice. At U.S. Bank, they find high quality service and

value, and perhaps most importantly, our customers are very loyal. As now the fifth largest

commercial bank in the United States with the fourth largest branch network, we are very

pleased with our results, and we know that this positive momentum is just the beginning. We are

focused on customer loyalty with a number of new programs aimed at moving us from very

good to great.”

ACSI independently surveys customers of the largest companies in consumer goods and services

industries. U.S. Bank has engaged ACSI to survey its retail customers over the last several years

and continues to improve its scores.

10. According to” D.M. Mahaptra” The business line April 11 - 2008(page 4) State that

The working of the customer's mind is a mystery which is difficult to solve and understanding

the nuances of what customer satisfaction is, a challenging task. This exercise in the context of

the banking industry will give us an insight into the parameters of customer satisfaction and their

measurement. This vital information will help us to build satisfaction amongst the customers and

customer loyalty in the long run which is an integral part of any business. The customer's

51

requirements must be translated and quantified into measurable targets. This provides an easy

way to monitor improvements, and deciding upon the attributes that need to be concentrated on

in order to improve customer satisfaction. We can recognize where we need to make changes to

create improvements and determine if these changes, after implemented, have led to increased

customer satisfaction. "If you cannot measure it, you cannot improve it." - Lord William

Thomson Kelvin (1824-1907).

11. According to “M. SadiqSohail and Balachandran Shanmugham” march 23 -2003 State

that

the paper examines the current trends in the e-commerce revolution that has set in motion in the

Malaysian banking sector and reports on an empirical research that was carried out in Malaysia

to study the customers’ preference for electronic banking and the factors, which they considered

influenced the adoption of electronic banking. Results based on the analysis of data relating to

300 respondents indicate that while there is no significant differences between the age and

educational qualifications of the electronic and conventional banking users, some differences

exists on other demographic variables. Analysis further reveals that accessibility of Internet,

awareness of e-banking, and customers’ reluctance to change are the factors that significantly

affected the usage of e-banking in Malaysia. The paper discusses on the implications of these.

Limitations of the study are highlighted and further research directions are suggested.

12. According to “Lee, Ming Chang; Hwan, Ing San”-Tokyo December 1, 2005 State that

the

This study examines whether there are economic benefits to be gained from improving service

quality in the Taiwanese banking industry. Service quality is perceived quality; and different

from objective or actual quality; being a judgment usually made within a customer evoked set.

Service quality resembles an attitude in many ways, and service quality is distinct from customer

satisfaction. Traditional financial ratios are not appropriate for measuring the economic benefits

of service quality improvement.

13. According to “Stellenbosch” London March 12 - 2004State that the Measuring user

satisfaction with information systems has attracted widespread research attention, given it is

often used as an indicator of success. The Internet has allowed applications to be extended to

customers of an organization, where interaction can take place through a web site, typically from

52

home or office. The focus of attention with such applications is customer satisfaction. In this

research, a 21-item, 7-factor instrument developed to measure customer satisfaction with web

sites that market generic digital products and services was modified slightly, and then

empirically tested and validated in the context of Internet banking specifically. A 19-item, 5-

factor validated instrument emerged, the factors being Customer Support, Security, Ease of Use,

Transactions and Payment, and Information Content and Innovation. The difference in number

of factors as compared to the generic instrument was attributed to the unique nature of Internet

banking web sites. These and other findings are discussed in the paper, and their implications

examined.

14. According to “Nan-Hong Lin, Wen-Chun Tseng, Yu-Chung Hung, David C. Yen”

Tokyo March 9 – 2008State that the Soon after becoming a WTO member, Taiwan found the

internationalization and liberalization in the financial industry ushered its domestic banks into a

new era. In response to this global trend, all its banks strove to rely on customer relationship

management (CRM) to enhance customer value (CV). This study aims to probe further into the

connection between CV and CRM. A series of examinations revealed that (1) both functional

and social value impact customer behavior directly and positively; (2) customer satisfaction

positively and directly affects customer loyalty; (3) a positive and direct relationship exists

between customer loyalty and customer behavior; and (4) the positive and significant

relationship between CV and customer behavior can be developed through mediators such as

customer satisfaction and customer loyalty. Consequently, banks should offer their customers

different services, products, and marketing channels to meet their diversified needs to cultivate a

win-win environment of CRM for both parties.

15. According to “Alessandro Arbore and Bruno Busacca” June 28 -2008 State that

The paper presents the results of an extensive study on the determinants of customer satisfaction

for a retail bank. In doing so, it uses a revised version of the traditional analyses based on

derived measures of attribute importance. The need for a revised methodology is prompted by

the insights of the two- and three-factor theories of customer satisfaction, such as Kano's

framework. Indeed, the evidence from 5000 customers of a prominent Italian bank confirms a

non-linear and asymmetric relationship between attribute performances and overall customer

satisfaction. The results from both a traditional and our revised approach are compared. While

this approach can be applied across different industries, it should not be assumed that the

53

numerical results presented in the paper apply to contexts with substantially different underlying

characteristics. General trends and implications for banking services are reported.

16. According to “Pratap K.J. Mohapatra” January 19 -2009 State that

The article examines whether service quality of Indian commercial banks increases customer

satisfaction that fosters customer loyalty. Data were collected from 350 valued customers of

scheduled commercial bank branches in Orissa (India). A questionnaire elicited information on

socio–demographic variables along with human, technical, and tangible aspects of service

quality, customer satisfaction, and loyalty. Results suggest that better human, technical and

tangible aspects of service quality of the bank branches increase customer satisfaction. Human

aspects of service quality were found to influence customer satisfaction more than the technical

and tangible aspects. Customer satisfaction furthers customer loyalty. Increase in service quality

of the banks can satisfy and retain customers. In the Indian banking sector, human aspects are

more important than technical and tangible aspects of service quality that influence customer

satisfaction and promote and enhance customer loyalty.

17. According to “Megha Trivedi the Economics times” December 7 2009 (Page 7) State

that the

Customer satisfaction has become a major source of concern in retail banking business. With

exceptional progress in the establishment of banks in India, banks are increasingly interested in

retaining existing customers and targeting new customers. In this paper, it is proposed that

quality of service is an indicator of customer satisfaction. Measuring service quality involves

objective feedback about existing customers of ICICI bank with respect to their expectations and

services offered. Performance of a bank may be evaluated with regard to a set of satisfaction

parameters that indicate the strengths and weaknesses of an organization. Standard scale of

SERVQUAL developed by Parasuraman et al. has been used to conduct the survey. This study is

based on five overall dimensions of customer satisfaction with services provided by ICICI. The

five dimensions used to measure service quality are tangibility, reliability, responsiveness,

assurance and empathy. This study gives useful insights to boost customer satisfaction towards

ICICI.

18. According to “Raj Kumar the Hindu” Aug 7 – 2008 State that

54

The banking industry like many other financial service industries is facing a rapidly changing

market, new technologies, economic uncertainties, fierce competition and more demanding

customers and the changing climate has presented an unprecedented set of challenges (1).

Banking is a customer oriented services industry, therefore, the customer is the focus and

customer service is the differentiating factors (2).

The banking industry in India has undergone sea change since post-independence. More

recently, liberalization, the opening up of the economy in the 90s and the government's decision

to privatize banks by reduction in state ownership culminated in the banking reforms based on

the recommendations of Narasimha Committee (3). The prime mover for banks today is profit,

with clear indications from the government to 'perform or perish'. Banks have also started

realizing that business depends on client service and the satisfaction of the customer (4) and this

is compelling them to improve customer service and build up relationship with customers.

With 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 expectations.

Customers in urban India no longer want to wait in long queues and spend hours in banking

transactions. This change in customer attitude has gone hand in hand with the development of

ATMs, phone and net banking along with availability of service right at the customer's doorstep.

With 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 (5). With the emergence

of economic reforms in world in general and in India in particular, private banks have come up

in a big way with prime emphasis on technical and customer focused issues.

19. According to G. Mihelis6 Feb 2009 Commercial Bank of Greece states that Customer

satisfaction represents a modern approach for quality in enterprises and organizations and serves

the development of a truly customer-focused management and culture. Measuring customer

satisfaction offers an immediate, meaningful and objective feedback about clients’ preferences

and expectations. In this way, company’s performance may 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 survey in the private bank sector. The

implemented methodology is based on the principles of multi criteria analysis 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 expectations.

55

RESEARCH METHODOLOGY

56

REASERCH METHODOLOGY

4.1 RESEARCH DESIGN:

A descriptive study tries to discover answers to the questions who, what, when, where, and,

sometimes, how. The researcher attempts to describe or define a subject, often by creating a

profile of group of problems, people, or events. Such studies may involve the collection of data

and the creation of a distribution of the number of times the researcher observes a single Event

or characteristic (the research variable), or they may involve relating the interaction of two or

more variables. Organizations that maintain databases of their employees, customers, and

suppliers already have significant data to conduct descriptive studies using internal information.

Yet many firms that have such data files do not mine them regularly for the decision-making

insight they might provide.

This descriptive study is popular in business research because of its versatility across disciplines.

In for-profit, not-for-profit and government organizations, descriptive investigations have a

broad appeal to the administrator and policy analyst for planning, monitoring, and evaluating. In

this context, how questions address issues such as quantity, cost, efficiency, effectiveness, and

adequacy. Descriptive studies may or may not have the potential for drawing powerful

57

inferences. A descriptive study, however, does not explain why an event has occurred or why

the variables interact the way they do.

4.2 SAMPLING

Convenience sampling method is used for the survey of this project. It is a non-probability

sample. This is the least reliable design but normally the cheapest and easiest to conduct .In this

method Researcher have the freedom to choose whomever they find, thus the name convenience.

Example includes informal pools of friends and neighbors or people responding to a

newspaper’s invitation for readers to state their position on some public issue.

4.2.1. SAMPLE SIZE

Sample size denotes the number of elements selected for the study. For the present study, 100

respondents were selected at random. All the 100 respondents were the customers of IOB in

cathedral Branch

4.3 SAMPLING METHOD

A sample is a representative part of the population. In sampling technique, information is

collected only from a representative part of the universe and the conclusions are drawn on that

basis for the entire universe. A convenience sampling technique was used to collect data from

the respondents.

4.4 QUESTIONNARIE DESIGN:

The questionnaire consists of 2 types of questions.

i) open ended

ii) Closed ended.

OPEN ENDED QUESTION

This refers to a question that has no fixed alternatives to which the answer must confirm. The

respondent answers in his own words and at any length they choose.

CLOSED ENDED QUESTION

58

It contains those questions in which the respondent is given a limited number of alternatives

responses from which he/she is to select the one that most closely matches his attitude.

The fixed alternative questions may be taken in the form of

Dichotomous questions

Multi-choice questions

Dichotomous questions

It refers to one, which offers the respondent a choice between only 2 alternatives and reduces the

issues to its simplest terms.

Multi-choice questions

A multiple-choice question refers to one, which provides several set of alternatives. Multiple-

choice questions can be used when an issue has more than two aspects.

4.5 PERIOD OF THE STUDY

According to the University of Madras Terms project is from the period of 1st January to March

31st. So, the 3 months are divided according to the following manner in order to be an effective

project.

January: focusing on the study of company as whole and identifying the problems and

framing the title, collecting information as well as details raring industry and also

framing objectives.

February: framing of questionnaire for data collection, information collected through

questionnaire for data collection and interpretation.

March: Research has been done by the researcher such as, analysis the data, tabulated,

and interpreted. From the interpretation the researcher list out certain findings,

suggestion, conclusion and rough copy submission for correction, after the correction fair

copy was prepared and submitted.

4.6. METHOD OF DATA COLLECTION

To know the response, the researcher used questionnaire method. It has been designed as a

primary research instrument. Questionnaires were distributed to respondents and they were

59

asked to answer the questions given in the questionnaire. The questionnaires were used as an

instrumentation technique, because it is an important method of data collection. The success of

the questionnaire method in collecting the information depends largely on proper drafting. So in

the present study questions were arranged and interconnected logically. The structured

questionnaire will reduce both interviewers and interpreters bias. Further, coding and analysis

was done for each question’s response to reach into findings, suggestions and finally to the

conclusion about the topic.

4.6.1 TYPES OF DATA

Every decision poses unique needs for information, and relevant strategies can be developed

based on the information gathered through research. Research is the systematic objective and

exhaustive search for and study of facts relevant to the problem Research design means the

framework of study that leads to the collection and analysis of data. It is a conceptual structure

with in which research is conducted. It facilitates smooth sailing of various research operations

to make the research as effective as possible.

4.6.2PRIMARY DATA

Primary data are those collected by the investigator himself for the first time and thus they are

original in character, they are collected for particular purpose. A well-structured questionnaire

was personally administrated to the selected sample to collect the primary data.

4.6.3SECONDARY DATA

Secondary data are those, which have already been collected by some other persons for their

purpose and published. Secondary data are usually in the shape of finished products. Two types

of secondary data were collected for the preparation of the project work:

Internal Data was generated from company’s brochures, manual sand annual reports

External Data, on the other hand, was generated from magazines, research books, intranet and

internet (websites).

4.7TOOLS USED FOR ANALYSIS OF DATA

1. Simple percentage analysis

2. Weighted score method

60

Total No. of Respondents

Total No. of Customers

Ei

Grand Total

3. Chi- square analysis

4.7.1SIMPLE PERCENTAGE ANALYSIS

Percentage refers to a special kind of ratio percentage are used to describe relationship.

Percentage=

4.7.2WEIGHTED SCORE METHOD

In weighted score method the weights are obtained by multiplying the rating given with the

frequency, this gives a very basic idea as to the factor carrying highest to lowest weight.

Weighted average=

4.7.3CHI- SQUARE ANALYSIS

χ2 test was first used by Karl Pearson for testing the significance of discrepancy between the

experimental values and the theoretical value obtained under theory of hypothesis. This test is

known as chi- square test of goodness of fit. Karl Pearson proved that the statistic.

χ2-∑ (oi-Ei) 2

Ei = Column Total x Row Total

Where:

Oi refers to the observed frequency

Ei refers to the expected frequency

4.8 SCOPE OF THE STUDY

61

No. of. Customers x 100

Rating * Frequency

This study is limited to the customers with in Chennai city. The study will be able to reveal the

preferences, needs, satisfaction of the customers regarding the banking services, It also help

banks to know whether the existing products or services they are offering are really satisfying

the customers’ needs.

4.9 LIMITATIONS OF THE STUDY

Although the study was carried out with extreme enthusiasm and careful planning there are

several limitations, which handicapped the research vise,

1. Time Constraints:

The time stipulated for the project 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. Sample size:

Due to time constraints the sample size was relatively small and would definitely have been

more representative if I had collected information from more respondents.

3. Accuracy:

It is difficult to know if all the respondents gave accurate information; some respondents tend to

give misleading information.

4. It was difficult to find respondents as they were busy in their Schedule and collection of data

was very difficult. Therefore, the study had to be carried out based on the availability of

respondents

62

DATA ANALYSIS

&

INTERPERTATION63

DATA ANALYSIS & INTERPRETATION

DATA ANALYSIS

Analysis is the process of placing the data in an ordered form, combining them with the existing

information and extracting the meaning from them. In other words analysis is an answer to the

questions what message is conveyed by each group of the data “which are otherwise raw facts

are unable to give meaning full information. A raw data become an information only when they

are analyzed and put in a meaning form.

INTERPRETATION

Interpretation is a process of relating various bits of information to existing information.

Interpretation attempts to answer well, what relation existing between the findings to research

objectives and hypothesis framed for the study in the beginning.

64

TABLE 6.1

TYPE OF ACCOUNT TO OPERATE WITH BANK

SL. NO ACCOUNT TYPE NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 Saving Account 58 58%

2 Current Account 22 22%

3 Fixed Deposit 17 17%

4 NRI Account 13 13%

Analysis: From the above table it could be inferred that 58% of the customers are choosing

savings account and very few of about 13% prefer NRI Account.

Interpretation: Most of the respondents are preferring savings account. Presently the bank

offers varieties of account services to the customer.

65

CHART 6.1

Saving Account Current Account Fixed Deposit NRI Account0

10

20

30

40

50

60

70

58%

22%17%

13%

Account Type

Account Type

66

TABLE 6.2

Facility Level of IOB than SBI & HDFC Bank

SL. NO FACILITY LEVEL NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 Excellent 27 27%

2 Good 43 43%

3 Satisfactory 23 23%

4 Poor 7 7%

Total 100 100%

Analysis: From the above table it could be inferred that 43% of the customers are satisfied with

the service and quality of products of their bank. Only 7% of customers are says poor facility in

IOB.

67

Interpretation: Most of the respondents say IOB offering good facility to its customer. But to

the other end few people says the facilities are less.

CHART 6.2

Excellent Good Satisfactory Poor0

5

10

15

20

25

30

35

40

45

50

27%

43%

23%

7%

FACILITY LEVEL

FACILITY LEVEL

68

TABLE 6.3

IOB’s Value Added Service

SL. NO VALUE ADDED

SERVICE

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 Young Star 12 12%

2 Senior Citizen 57 57%

3 Prepaid Cards 24 24%

4 Recurring Deposit 7 7%

Total 100 100%

69

Analysis: From the above table it could be inferred that 57% of the customers are using senior

citizen service and only 7% are using recurring deposit scheme.

Interpretation: Most of the respondents are utilizing the value added service as senior citizen

accounts. But rarely very few people are choosing recurring deposit account.

CHART 6.3

Young Star Senior Citizen Prepaid Cards Recurring Deposit0

10

20

30

40

50

60

12%

57%

24%

7%

VALUE ADDED SERVICE

VALUE ADDED SERVICE

70

TABLE 6.4

Product Ratings of IOB from Others

SL. NO PRODUCT

RATING

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 Excellent 16 16%

2 Good 62 62%

3 Better 20 20%

4 Poor 2 2%

Total 100 100%

71

Analysis: From the above table it could be inferred that 62% of the customers rate IOB products

as Good. Only 2% of the people Rate IOB products as Poor.

Interpretation: Most of the respondents are rating the products as good. Moderate peoples are

rating as excellent. Only few people in the customers are rating the IOB products as poor.

CHART 6.4

Excellent Good Better Poor0

10

20

30

40

50

60

70

16%

62%

20%

2%

Product Rating

Product Rating

72

TABLE 6.5

REFERRING IOB TO OTHERS

SL. NO REFERRING IOB NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 Yes 76 76%

2 No 18 18%

3 Not Sure 6 6%

Total 100 100%

Analysis: From the above table it could be inferred that 76% of the customers are ready to refer

IOB to others. Only 6% of customers are not sure what to do.

73

Interpretation: Most of the respondents are obviously ready to refer IOB to their friends,

relatives and others. But few of them are not sure on this decision also some people are straight

forward in not referring IOB to others.

CHART 6.5

Yes No Not Sure0

10

20

30

40

50

60

70

80

76%

18%

6%

Referring IOB

Referring IOB

74

TABLE 6.6

Relationship with IOB

SL. NO IOB ACCOUNT

OPERATIONS

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 < 1 Year 17 17%

2 1-5 Years 55 55%

3 5-10 Years 17 17%

4 >10 Years 11 11%

Total 100 100%

Analysis: From the above table it could be inferred that 55% of the customers are having

relationship with the bank for about 1-5 years. Only 11% of customers are having more than 10

years of relationship with IOB.

75

Interpretation: Most of the respondents are satisfied with the service offered by IOB. Presently

the bank has more customers who have the account with them for more than a year and less than

5 years.

CHART 6.6

< 1 Year 1-5 Years 5-10 Years >10 Years0

10

20

30

40

50

60

17%

55%

17%

11%

IOB ACCOUNT OPERATIONS

IOB ACCOUNT OPERATIONS

76

TABLE 6.7

PURITY OF GOLD OFFERED IN IOB

SL. NO GOLD PURITY IN

IOB

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 100% 1 1%

2 99.99% 60 60%

3 99% 9 99%

4 99.9% 30 30%

Total 100 100%

Analysis: From the above table it could be inferred that 60% of the customers believe that the

gold offered by the IOB are 99.99% pure. Only 1% thinks that the purity of good offered by IOB

is 100%.

77

Interpretation: Most of the respondents have the clear idea on the purity of the gold. Since gold

cannot offered in 100% pure it is said to be in 99.99% pure.

CHART 6.7

100.00% 99.99% 99.00% 99.90%0

10

20

30

40

50

60

70

1%

60%

9%

30%

GOLD PURITY IN IOB

GOLD PURITY IN IOB

78

TABLE 6.8

Best Insurance Product in IOB

SL. NO INSURANCE

PRODUCT

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 Tax Saver 15 15%

2 Investment 20 20%

3 Security 5 5%

4 All the Above 60 60%

Total 100 100%

79

Analysis: From the above table it could be inferred that 60% of the customers choose the entire

insurance product for their benefits. Only 5% of the customers choose the insurance product

offered them security.

Interpretation: Most of the respondents are investing in IOB for tax saving, investment and

security for their money. This shows that the customers believe IOB has a best insurance market

in India.

CHART 6.8

80

Tax Saver Investment Security All the Above0

10

20

30

40

50

60

70

15%20%

5%

60%

INSURANCE PRODUCT

INSURANCE PRODUCT

TABLE 6.9

OTHER MAJOR SERVICES IN IOB

81

SL. NO OTHER SERVICES

IN IOB

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 Visa Credit Card 16 16%

2 Visa Debit Card 54 54%

3 IOB Fine Gold 23 23%

4 Forex Exchange 7 7%

Total 100 100%

Analysis: From the above table it could be inferred that 54% of the customers feel the Visa

Debit Card is the service other than the general service. Only 7% of the people prefer to Forex

exchange.

Interpretation: Most of the respondents are utilizing the additional service of visa debit card

from IOB. But only few people are utilizing the Forex exchange and other services from IOB.

CHART 6.9

82

Visa Credit Card Visa Debit Card IOB Fine Gold Forex Exchange0

10

20

30

40

50

60

16%

54%

23%

7%

OTHER SERVICES IN IOB

OTHER SERVICES IN IOB

TABLE 6.10

GOVERNMENT BUSINESS SCHEMES THROUGH IOB

83

SL. NO GOVERNMENT

BUSINESS

SCHEME

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 Pension Payment 40 40%

2 PF Scheme 27 27%

3 Senior Citizen

Account

3 3%

4 All the above 30 30%

Total 100 100%

Analysis: From the above table it could be inferred that 40% of the customers are pension

payment account holders. Only 3% of the account holders are senior citizen account holders in

the government retired account holders

Interpretation: Most of the respondents are having the pension payment in IOB since many of

the customers are government retired employees. Here few customers are senior citizen account

holders. One- third of the people have using the all schemes.

CHART 6.10

84

Pension Payment

PF Scheme Senior Citizen Account

All the above0

5

10

15

20

25

30

35

40

45

40%

27%

3%

30%

GOVERNMENT BUSINESS SCHEME

GOVERNMENT BUSINESS SCHEME

TABLE 6.11

GOVERNMENT TAX COLLECTION IN IOB

SL. NO GOVERNMENT NUMBER OF PERCENTAGE OF

85

TAX

COLLECTION

RESPONDENTS RESPONDENTS

1 Sales Tax 19 19%

2 Income Tax 24 24%

3 Value Added Tax 7 7%

4 All the above 50 50%

Total 100 100%

Analysis: From the above table it could be inferred that 50% of the customers are paying all the

government taxes in IOB. Only 7% of the customers are paying only value added tax in IOB.

Interpretation: Most of the respondents feel that IOB is the good place to pay all type of

government taxes. Also this makes sure IOB is offering best class service for tax paying.

CHART 6.11

86

Sales Tax Income Tax Value Added Tax

All the above0

10

20

30

40

50

60

19%24%

7%

50%

GOVERNMENT TAX COLLECTION

GOVERNMENT TAX COLLECTION

TABLE 6.12

87

AWARNESS AND SATISFACTION LEVEL OF VARIOUS LOANS

SL. NO LOAN SCHEME NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 Pushpaka 8 8%

2 Liquirent 15 15%

3 Subh Gruha 72 72%

4 Vidya Jothi 5 5%

Total 100 100%

Analysis: From the above table it could be inferred that 72% of the customers are aware of the

Subh Gruha Loan. Only 5% of the customers are not sure on the vidhya Jothi.

Interpretation: Most of the respondents are Aware about the Subh Gruha in IOB. But few

customers are not so.

CHART 6.12

88

Pushpaka Liquirent Subh Gruha Vidya Joythi0

10

20

30

40

50

60

70

80

8%15%

72%

5%

AWARNESS AND SATISFACTION LEVEL OF VARIOUS LOANS

SATISFACTORY LEVEL IN IOB

TABLE 6.13

89

LOCKER FACILITY AVAILING CUSTOMER

SL. NO LOCKER

FACILITY

PREFERENCE

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 Business People 50 50%

2 Government Staff 30 30%

3 Bank Staff 13 13%

4 House Wife’s 7 7%

Total 100 100%

Analysis: From the above table it could be inferred that 50% of the customers using locker

facility are business class people. Only 7% of the customers are house wife’s using locker

facility.

Interpretation: Most of the respondents say they are utilizing the locker facility in IOB. The

main players are business class people. Followed by government staff’s and then bank staff’s.

CHART 6.13

90

Business People Government Staff

Bank Staff House Wife’s0

10

20

30

40

50

60

50%

30%

13%7%

LOCKER FACILITY PREFERENCE

LOCKER FACILITY PREFERENCE

TABLE 6.14

RELATIONAL SHIP BETWEEN BANKER & CUSTOMER

91

SL. NO RELATIONSHIP

BETWEEN BANK

& CUSTOMER

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 Good 13 13%

2 Moderate 58 58%

3 Better 9 9%

4 Poor 20 20%

Total 100 100%

Analysis: From the above table it could be inferred that 58% of the customers are have

moderate relationship with IOB. Only 9% of the customers feel relationship between bank &

customer is better.

Interpretation: Most of the respondents are having a moderate relationship between the bank &

customer. But few customers are feeling it is better and some feel it is poor in relationship.

CHART 6.14

92

Good Moderate Better Poor0

10

20

30

40

50

60

70

13%

58%

9%

20%

RELATIONSHIP BETWEEN BANK & CUSTOMER

RELATIONSHIP BETWEEN BANK & CUSTOMER

TABLE 6.15

FIXED DEPOSIT INTEREST RATE SLAB OF IOB FROM OTHER BANKS

93

SL. NO FIXED DEPOSIT

RATE

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 2- 3% 5 5%

2 3- 4% 27 27%

3 5- 10% 40 40%

4 Above 10% 28 28%

Total 100 100%

Analysis: From the above table it could be inferred that 40% of the customers are satisfied with

the interest rate slab. Only 5% of customers are not satisfied.

Interpretation: Most of the respondents are satisfied with the fixed rate slab with the bank.

Hence it is offering the interest rate at minimum level. Also few people are not aware of the

interest rate of fixed deposit in IOB.

CHART 6.15

94

2- 3% 3- 4% 5- 10% Above 10%0

5

10

15

20

25

30

35

40

45

5%

27%

40%

28%

FIXED DEPOSIT RATE

FIXED DEPOSIT RATE

TABLE 6.16

95

OPENION ABOUT THE CHARGES LEIVED BY IOB

SL. NO CHARGES

LEIVED BY IOB

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 High 26 26%

2 Moderate 64 64%

3 Low 10 10%

Total 100 100%

Analysis: From the above table it could be inferred that 64% of the consumers feel that the

charges are high comparatively from other banks. Only 10% of consumers are not satisfied in

charges levied by IOB.

Interpretation: Most of the respondents are not satisfied the charges levied by IOB. Customers

are expecting the charges to be reduced to get more benefit from the bank.

CHART 6.16

96

High Moderate Low0

10

20

30

40

50

60

70

26%

64%

10%

CHARGES LEIVED BY IOB

CHARGES LEIVED BY IOB

TABLE 6.17

HOW DO YOU KNOW IOB

97

SL. NO HOW YOU

KNOW IOB

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 Advertisement’s 20 20%

2 Friends & Relatives 61 61%

3 Awareness 18 18%

4 Direct Selling Agents 1 1%

Total 100 100%

Analysis: From the above table it could be inferred that 61% of the consumers are referred by

friends & relatives for the best service offered by IOB. Only 1% of consumers are came by

direct selling agents.

Interpretation: Most of the respondents tell they are referred by their friends and relatives.

Where very few came by the advertisements and the awareness created by the bank. Very less in

count are generated by direct selling agents.

CHART 6.17

98

Advertisement’s Friends & Relatives Awareness Direct Selling Agents0

10

20

30

40

50

60

70

20%

61%

18%

1%

HOW YOU KNOW IOB

HOW YOU KNOW IOB

TABLE 6.18

MOSTLY PREFFERED LOAN OFFERED BY IOB

99

SL. NO MOSTLY

PREFERRED

LOAN

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 Personnel Loan 10 10%

2 Commercial Loan 8 8%

3 Housing Loan 72 72%

4 Educational Loan 5 5%

Total 100 100%

Analysis: From the above table it could be inferred that 72% of the consumers are choosing

housing loan

Interpretation: Most of the respondents prefer housing loan from IOB. Only few of the customers prefer education loan and other loans in IOB

CHART 6.18

100

Personnel Loan Commercial Loan Housing Loan Educational Loan0

10

20

30

40

50

60

70

80

10% 8%

72%

5%

MOSTLY PREFERRED LOAN

MOSTLY PREFERRED LOAN

TABLE 6.19

IS MANAGER AVAILABLE FOR ANY CLARIFICATION

101

SL. NO MANAGER

DISCUSSION

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 Yes 68 68%

2 No 32 32%

Total 100 100%

Analysis: From the above table it could be inferred that 68% of the customers are satisfied since

the manager is available for any clarification. Only 32% of the customers says it is not followed

in IOB.

Interpretation: Most of the respondents are satisfied with the clarification facility with

manager. But some customers feel not so.

CHART 6.19

102

Yes No0

10

20

30

40

50

60

70

80

68%

32%

MANAGER DISCUSSION

MANAGER DISCUSSION

TABLE 6.20

ABROAD SERVICE OUTLETS OF IOB

103

SL. NO ABROAD

SERVICES

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 Yes 95 95%

2 No 5 5%

Total 100 100%

Analysis: From the above table it could be inferred that 95% of the customers are aware that

IOB has the service outlet in abroad. Only 5% of the customers do not know there are any

branches in abroad.

Interpretation: Most of the respondents are aware that there are branches throughout the world

in important locations. Where we can see that many people are aware in the branch regarding the

abroad outlets.

CHART 6.20

104

Yes No0

10

20

30

40

50

60

70

80

90

100

95%

5

ABROAD SERVICES

ABROAD SERVICES

TABLE 6.21

DRAWBACKS/ PROBLEM WITHIN IOB

105

SL. NO CUSTOMER

SUGGESTION

NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

1 Yes 86 86%

2 No 12 12%

3 Not Sure 2 2%

Total 100 100%

Analysis: From the above table it could be inferred that 86% of the

consumers are suggesting that there are drawbacks within ION. Only 12% of

consumers are sure that there are no internal problems in IOB.

Interpretation: Most of the respondents tell that there are some internal

problems and drawbacks in IOB. Where few people say that no problem in

IOB.

CHART 6.21

106

Yes No Not Sure0

10

20

30

40

50

60

70

80

90

100

86%

12

2

DRAWBACKS/ PROBLEM WITHIN IOB

Customer Satisfaction

WEIGHTED AVERAGE METHOD

TABLE 6.22

107

RATE THE FACILITIES PROVIDED AT IOB

FACILITIES AT

IOBGOOD AVG POOR

WEIGHTED

SCORE

WEIGHTED

AVERAGERANK

Comfortable seat 36 60 4 232 2.32 III

Hospitality 56 38 4 248 2.48 II

Rest Room 13 87 0 213 2.13 IV

Drinking Water 58 42 0 258 2.58 I

Interference:

The drinking water facility available at IOB in cathedral branch is mostly impressive followed

by the hospitality service provided by the customer. Comfortable seating and Rest Room facility

need to be improved.

TABLE 6.23

DEALINGS WITH IOB

108

SERVICE HIGH MEDIUM LOW NONE

WEIGHTED

RANK

SCORE AVG

Stock Broking 78 69 40 13 412 2.06 I

Insurance 24 63 26 87 224 1.12 IV

Tax Saving 17 26 64 93 107 0.84 V

TIN Facility

(PAN, TDS)29 74 13 84 248 1.24

III

Mutual Fund 82 58 36 24 398 0.76 VI

Other Services 8 32 64 96 152 1.99 II

Interference:

The various service provided by IOB. Share and Stock Broking rank first as the highly sorted

after service by customer. Followed by the investment in the mutual funds, while awaiting TIN

facility and insurance services are moderately utilized by the customer by the tax saving scheme

and other services are less.

TABLE 6.24

RATE THE QUALITY OF SERVICES PROVIDED BY IOB

109

FACTOR EXCELLENT GOOD OK POOR

WEIGHTED

RANK

SCORE AVERAGE

Immediate attention 52 41 3 4 266 0.43 I

online service 21 40 37 2 205 0.35 III

skill of employee 13 25 55 7 149 0.28 V

time taken for

service20 29 45 6

2330.39

II

quality of advice 13 28 49 8 167 0.30 V

product & service

details19 24 45 11

1740.31

IV

bank timing 8 22 52 18 147 0.28 VI

Pamphlets 14 17 49 20 150 0.28 VII

Interference:

From the above table it can be interfered that the immediate attention followed by time taken for

service on online applicable by the users while quality of advice displaced of products dealt /

availability of application. Also office timing should be improved.

CHI SQUARE METHOD

TABLE 6.25

SERVICE PREFERRED BY THE MOST OF THE PEOPLE

110

HO - There is no significant difference in the length of the service of the customer in IOB and

their type of service is available.

H1 - There is a significant difference in the length of the service of the customer in IOB and

their type of service is available.

OBSERVERED FREQUENCY:

Most of the service preferred by customer.

Expected frequency=(Total rows )∗(Total column)

N (Total rows∧total columns)

EXPECTED FREQUENCY

10 5 3 3 21

30 13 3 7 53

9 4 1 2 16

6 2 1 1 10

55 24 8 13 100

CHI-SQUARE

TABLE:

111

Customer with IOB ATM Internal Bank Mobile Retail TOTAL

< 1 years 5 4 2 6 17

1-5 Years 35 15 0 5 55

5 -10 Years 10 3 2 2 17

>10 Years 5 3 2 1 11

TOTAL 55 26 6 14 100

O E O- E (O−E)2 (O−E)2 ̸ E

5 10 -5 25 2.5035 30 5 25 0.8310 9 1 1 0.115 6 -1 1 0.174 5 -1 1 0.2015 13 2 4 0.313 4 -1 1 0.253 2 1 1 0.502 3 -1 1 0.330 3 -3 9 3.002 1 1 1 1.002 1 1 1 1.006 3 3 9 3.005 7 -2 4 0.572 2 0 0 01 1 0 0 0Total= 100 x2=¿∑(O−E)2 ̸ E=13.77

x2=¿∑(O−E)2 ̸ E= 13.77

DEGREE OF FREEDOM = (R-1) (C-1)

= (4-1) (4-1)

v =3

TABULATED VALUE = 7.82

CALCULATED VALUE = 13.77

Therefore, the calculated > Table Value

H0 is rejected

INFERENCE

The calculated value is greater than the tabulated value H0 is rejected. This implies that the

significant difference in the length of the service of customer in IOB and the type of the service

available.

112

FINDINGS OF THE SYUDY

FINDINGS OF THE STUDY

58% of the respondents are opinion that the customers are choosing saving account in IOB.

113

43% of the respondents are opinion that the customers are satisfied with the service and the

quality of products in IOB.

57% of the respondents are opinion that the customers are using senior citizen services in

IOB.

62% of the respondents rated that IOB products is good.

76% of the respondents are ready to refer IOB to others.

55% of the respondents have relationship with the IOB for about 1-5 years.

60% of the respondents are opinion that the gold offered in IOB is 99.99% pure.

60% of the respondents are opinion that all the insurance products of IOB are beneficial.

54% of the respondents are opinion that the Visa Debit card is the major service in IOB.

40% of the respondents are opinion that they are pension payment account holder in IOB.

50% of the respondents are opinion that they are paying all the government taxes through

IOB.

72 of the respondents are opinion that they are aware of Subh Gruha loan product of IOB.

50% of the respondents are utilizing the locker facility in IOB by business class people.

72% of the respondents are opinion that the publicity of IOB to the people is done through

friends & Relatives.

64% of the respondents are sure that the levied charges by IOB are low.

72% of the respondents are opinion that the customers prefer Housing Loan from IOB.

68% of the respondents are satisfied with the manager availability for any clarification.

58% of the respondents are opinion that the customers have moderate relationship with IOB.

95% of the respondents are aware of the IOB service outlets in abroad.

50% of the respondents agree that customers have some drawbacks and problems in IOB.

40% of the respondents are satisfied with the interest rate slabs.

36% of the respondents are impressively followed by the hospitality service of drinking

water in cathedral branch.

33% of the respondents are opinion that the stock broking ranks first as the highly sorted

after service by customer in IOB.

36% of the respondents are opinion that the immediate attention on any complaints.

71% of the respondents are opinion that they do not expect any more service from IOB.

55% of the respondents are opinion that the customers prefer ATM services.

114

SUGGESTIONS &

RECOMMENDATIONS

SUGGESTIONS & RECOMMENDATIONS

115

With regard to banking products and services, customers respond at different rates, depending

on the consumer’s characteristics. Hence I IOB should try to bring their new product and

services to the attention of potential early adopters.

Due to the intense competition in the financial market, IOB should adopt better strategies to

attract more customers.

Return on investment company reputation and premium outflow are most preferred attributes

that are expected by the respondents. Hence greater focus should be given to these attributes.

IOB should adopt effective promotional strategies to increase the awareness level among the

customers.

IOB should ask for their consumer feedback to know whether the customers are really

satisfied or dissatisfied with the service and product of the bank. If they are dissatisfied, then

the reasons for dissatisfaction should be found out and should be corrected in future.

The IOB brand name has earned a lot of goodwill and enjoys high brand equity. As there is

intense competition, IOB should work hard to maintain its position and offer better service

and products to customers.

The bank should try to increase the Brand image through performance and service then, only

the customers will be satisfied.

Majority of the people find banking important in their life, so IOB should employ the

strategies to convert the want in to need which will enrich their business.

The bank may conduct events/ schemes week or months for promoting products.

A separate information desk marked as an investment consultancy provider may be

established for catering to the needs of the customers.

A refined data base may be used for sending personal reminders to the customers.

Strategic points may be identified for the displaying the potters. All the communications

may be bear the information/ logo of the different schemes.

Cost effective, visually appearing tools like bulletin board may be used for promotion.

Direct mailers may be sent to co-operate account holder.

116

CONCLUSION

CONCLUSION

117

The project entitled “THE STUDY ON CUSTOMER SATISFICATION ON THE

PRODUCTS AND SERVICES OFFERED BY IOB” has helped me in studying satisfaction

about services and products offered to customers. Since the opening up of the banking sector,

private banks are in the fray each one trying to cover more market share than the other. Yet, IOB

is far behind SBI. IOB must also be alert what with Private Banks (ICICI, HDFC) breathing

down its neck.

I am sure the bank will find my findings relevant and I sincerely hope it uses my suggestions

enlisted, which I hope will take them miles ahead of competition.

In short, I would like to say that the very act of the concerned management at IOB in giving me

the job of critically examining consumer satisfaction towards financial products and services of

the company is a step in their continual mission of making all round improvements as a means

of progress.

I am sure the bank has a very bright future to look forward to

And will be a trailblazer in its own right.

118

BIBLOGRAPHY

BIBLOGRAPHY

Websites

www.wikipedia.com

119

http://www.wikipedia.com/

www.thehindu.com

www.newyorktimes.com

www.economictimes.com

www.iob.in

Books Referred

“SERVICE MAKETING”,

Zeithaml.A

Tata Mc Graw-Hills, Publications

New Delhi

“BUSINESS STATISTICS”

G.P.Gupta

Sultanchand Publication

Mumbai

“General Banking”

IOB Edition

Chennai.

“Research Methodology”

Kothari.C.R

New Age International Publication

New Delhi

ANNEXURE

NAME :

AGE :

120

http://www.economictimes.com/

http://www.newyorktimes.com/

http://www.thehindu.com/

SEX :

TYPE OF CUSTOMER TO IOB :

1. What type of account do you have in bank?a. Savings Accountb. Current Accountc. Fixed Depositd. NRI

2. IOB Provide better facilities than SBI & HDFC Banka. Excellentb. Goodc. Satisfiedd. Poor

3. What type of value added service provide by IOB?a. Young Starb. Senior Citizenc. Prepaid Cardsd. Recurring Deposit

4. How do you rate the products and services offered by IOB than others?a. Excellentb. Goodc. Betterd. Poor

5. Will you suggest Indian Overseas Bank to your friends/ Relatives for its service?a. Yesb. Noc. Not Sure

6. How long have you been banking with IOBa. <1 yearb. 1-5 yearsc. 5-10 yearsd. >10 years

7. IOB offerings ____ Purity of fine gold to their customersa. 99.19%b. 99.9%c. 99.99%d. 100%

8. What is your main concern while taking an Insurance policya. Tax benefitsb. Securityc. Investment/Saving

121

d. All the above

9. What are the other products & services offered by IOB to the customersa. Visa International Credit Cardsb. Visa Debit Cardc. IOB fine Goldd. Forex Exchange

10. What are the government business schemes available for the customers through the banks?a. Pension payment schemeb. provident fund scheme 1968c. Senior Citizen Scheme 2004d. All the above

11. What type of taxes can be pay to the government through the banks?a. Sales taxb. Income Taxc. Value Added Taxd. All the above

12. Please provide us with Information about your awareness & satisfactory level for the schemes

a) Pushpakab) Subh Gruhac) Liquirentd) Vidhya Joythi

13. What type of customer mostly using locker facilities in the bank?a. Business peopleb. government staffsc. bank staffsd. house wife’s

14. How is the relational ship between the customer and the bankers?a. Goodb. Moderatec. Betterd. Poor

15. How the fixed deposit interest rate slab varies in IOB from other banksa. 2% - 3%b. 3% - 5%c. 5%- 10%d. Above 10%

16. Give your opinion about the charges levied by IOB for the services provideda. Highb. Moderatec. Lowd. High for certain services

122

17. How would you know the products and services of IOBa. Advertisementsb. friends & Relativesc. Awarenessd. Direct Selling Agents

18. Which type of loan is mostly preferred by the customersa. Personnel Loanb. Commercial Loanc. Housing Loand. Educational Loan

19. Can we have the discussion with the bank manager in case of any complaints or clarifications?

a. Yesb. b. No

20. Does the bank have any other outlets in abroad to server the customers globally?a. Yesb. No

21. Specify any drawbacks/ problems that you faced with IOBa. Yesb. Noc. None

22. Facility that used by the customer in IOB?

Good Average Poor

Comfortable seat

Hospitality

Rest Room

Drinking Water

23. What is the Level of business with IOB from the day 1?

SERVICE HIGH MEDIUM LOW NONE

Stock Broking

123

Insurance

Tax Saving

TIN Facility (PAN, TDS)

Mutual Fund

Other Services

24. What are the qualities of service provided in IOB?

SERVICE EXCELLENT GOOD OK POOR

Immediate attention

online service

skill of employee

time taken for service

quality of advice

product & service details

bank timing

Pamphlets

25. Which type of service preferred the most of youa. ATM Serviceb. Internet Bankingc. Mobile Bankingd. Retail Banking

124

MBA Full Project

Documents

new customer

customer orientation

target customer

customer satisfaction

customer focused business

effective customer service

implied customer expectations

current customer happy