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Roll Roll No:No:
NamesNames
4949 Dhara ShahDhara Shah
5050 Gaurav ShahGaurav Shah
5151 Bhagyashree Bhagyashree ShindeShinde
5252 Rajvi ShahRajvi Shah
5353 Aditi SoniAditi Soni
5454 Hetal SoniHetal Soni
PlanningPlanning OrganizingOrganizing StaffingStaffing Leading / directingLeading / directing Controlling Controlling
Definition of BankDefinition of Bank The Reserve Bank of India Act, The Reserve Bank of India Act,
1934 and the Banking 1934 and the Banking Regulation Act, 1949, govern Regulation Act, 1949, govern the banking operations in India.the banking operations in India.
Evolution of bankingEvolution of banking
The RBI is the supreme The RBI is the supreme monetary and banking monetary and banking authority in the countryauthority in the countryPublic & Private BanksPublic & Private BanksCo-operative & DevelopmentCo-operative & Development
Comparison between Private & Comparison between Private & publicpublic
1. The receipt of the customer’s deposits 2. The collection of his cheques drawn on other banks3. The payment of the customer’s cheques drawn on
himself4. There are other various types of banking services like:
Advances – Overdraft, Cash Credit, etc. Deposits – Saving Account, Current Account, etc. Financial Services – Bill discounting etc. Foreign Services – Providing foreign currency,
travelers cheques, etc. Money Transmission – Funds transfer etc. Savings – Fixed deposits, etc. Services of place or time – ATM Services. Status – Debit Cards, Credit Cards, etc.
Why is Customer Service Important?Why is Customer Service Important? Ten key areas of customer service:
1. Submission of statement of A/Cs to customers
2. Updating of savings pass books.
3. Teller system efficiency.
4. Cleanliness and Upkeep of premises.
5. Intermediate Credit for institution cheques/land bills.
6. Advance intimation to customers for rewards of Term Deposits Receipts on maturity.
7. Advance for Debit/credit to accounts.
8. Punctuality of staff.
9. Handling of complaint register.
10. Maintain a complaint register.
Services Services
offered:offered:HDFCHDFC IOBIOB SBISBI BOBBOB AXIS AXIS
BankBank
PassbookPassbook Don’t issue Immediate updating
Almost 70% immediate updating is done
100% immediate updating
Issued & Updated after every transaction
Cash Cash
handling:handling:
•PaymentsPayments
•ReceiptsReceipts
If deposits are more, services are given at door steps
Different counters for both (token system)
Only 1 counter for both the function (over crowded)
4 counters for which accept both (Token system)
Different counters for both
LoanLoan Speedy process
Time consuming
Time consuming
Time consuming
Moderate time taken
Banker’s Banker’s
chequescheques
5 – 10 mins 20 – 30 mins
20 – 30 mins
20 – 30 mins
5 – 10 mins
Demand Demand
draftdraft
Payable at par
30 mins Payable at par
30 mins 10 -15 mins
Income Income
TaxTax
Accepted only from their customers (VAT & Sales tax not allowed by the Govt.)
Accepted from all i.e. even non bank customers are also allowed
Not applicable in this branch (if customers wants they sent to other branch)
Accepted only from their customers
Accepted only from their customers
ConclusionConclusion
Cheques depositing
Drop Box Manually Drop box system 4m 2 yrs
Drop box system 4m 1 yr
Manually as well as Drop Box
Issuing cheque books
Through post (in 3 days)
Hand delivery (in 1 day)
Through post (in 3 days)
Through post (in 3 days)
Through post (in 3 days)
E-bankingE-banking Tax payment
Not started yet
Not started yet
Tax payment
All banking transactions
SMS SMS
bankingbanking
yes yes yes yes yes
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