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Company Profile

Company Profile Oriental Bank of Commerce India was established in the year 1943 on 19th February in Lahore. fter !artition" Oriental Bank of Commerce shifted its #e$istered Office from Lahore to mritsar !ayin$ e%ery ru!ee to its de!artin$ customers. Oriental Bank of Commerce was nationali&ed on 1'th !ril in 19(). *hen OBC bank had 3)+ branches with #s. ,(,.-1 crores as de!osits and as ad%ance #s. 1',.-9. *he .ational Institute of Bank /ana$ement 0.IB/1" rated OBC Bank as 2Customer Friendly2 Bank. Oriental Commercial Bank Limited is licensed by the Central Bank of 3enya as a commercial Bank to carry out bankin$ acti%ities under Bankin$ ct Cha!ter 4(( of the 3enyan laws. *he Bank started its4 o!erations in the year ,))," with new in%estments and Board of 5irectors" by takin$ o%er the assets and liabilities of the erstwhile 5el!his Bank" from Central Bank of 3enya. It is a middle si&ed Bank and one of the financially robust Banks in" 3enya in terms of shareholders fund and li6uidity. Oriental Commercial Bank Ltd has its4 7ead Office at Finance 7ouse" 3oinan$e 8treet9 .airobi. :resently the Bank has a branch network of four branches in ma;or towns namely 1 .airobi. ,. .akuru. 3 <ldoret" and 4 3itale.

Introduction

INTRODUCTION

*he Bank is mana$ed by a !rofessional team of mana$ement who are ably su!er%ised by a Board of 5irectors consistin$ of eminent !ersonalities of society ha%in$ hi$h le%el of inte$rity and !rofessional skills in their res!ecti%e areas of o!erations. =e are committed to !ro%ide 6uality bankin$ 8er%ice to our customers" howe%er by strictly adherin$ to the #e$ulatory >uidelines as a!!licable within 3enya and" internationally. Our em!hasis always remains on carefully followin$ ?3now your Customers4 and ? nti /oney Launderin$4 >uidelines. Cor!orate bankin$":ersonal bankin$" Industrial finance" $ricultural finance"Financin$ of trade" International bankin$ Oriental Bank Commerce has been ranked 3(th amon$st to! ')) com!anies by *he <conomic *imes. OBC has earned 9th !osition amon$ to! ') trusted brands in India.

Oriental Bank Commerce India maintains relationshi! with more than ,)) leadin$ international banks worldwide. OBC India has #u!ee 5rawin$ rran$ements with 1' e@chan$e com!anies in A < and 1 in 8in$a!ore.

MANAGEMENT PROFILE

Name

De i!nation

"#$T$%$ Pra&#u "#$ ' Ratna(ara 'e!de "#$ "$C "in#a ) )i*ay "ai Reddy R " Ma#ari #i U + +#aitan + , R Naidu "umita Da-ra "#$ "$+ Ne-ley )i*ay .a!irdar

Chairman and /ana$in$ director <@ecuti%e 5irector <@ecuti%e 5irector 5irector 5irector 5irector 5irector 5irector 5irector 5irector

T )alliappan C + "a&#ar-al

5irector 5irector

"C'EDULED COMMERCIAL ,AN+" IN INDIA /Competitor 0 *he commercial bankin$ structure in India consists ofB

8cheduled Commercial Banks in India Anscheduled Banks in India

8cheduled Banks in India constitute those banks which ha%e been included in the 8econd 8chedule of #eser%e Bank of India 0#BI1 ct" 1934. #BI in turn includes only those banks in this schedule which satisfy the criteria laid down %ide section 4, 0-1 0a1 of the ct. s on 3)th Cune" 1999" there were 3)) scheduled banks in India ha%in$ a total network of -4"91( branches. *he scheduled commercial banks in India com!rise of 8tate bank of India and its associates 0(1" nationali&ed banks 0191" forei$n banks 04'1" !ri%ate sector banks 03,1" co9o!erati%e banks and re$ional rural banks. 28cheduled banks in India2 means the 8tate Bank of India constituted under the 8tate Bank of India ct" 19'' 0,3 of 19''1" a subsidiary bank as defined in the 8tate Bank of India 08ubsidiary Banks1 ct" 19'9 03( of 19'91" a corres!ondin$ new bank constituted under section 3 of the Bankin$ Com!anies 0 c6uisition and *ransfer of Andertakin$s1 ct" 19+) 0' of 19+)1" or under section 3 of the Bankin$ Com!anies 0 c6uisition and *ransfer of Andertakin$s1 ct" 19() 04) of 19()1" or any other bank bein$ a bank included in the 8econd 8chedule to the #eser%e Bank of India ct" 1934 0, of 19341" but does not include a co9o!erati%e bank2. 2.on9scheduled bank in India2 means a bankin$ com!any as defined in clause 0c1 of section ' of the Bankin$ #e$ulation ct" 1949 01) of 19491" which is not a scheduled bank2.

T#e follo-in! are t#e "c#eduled ,an( in India /Pu&lic "ector01


8tate Bank of India 8tate Bank of Bikaner and Cai!ur 8tate Bank of 7yderabad 8tate Bank of Indore 8tate Bank of /ysore 8tate Bank of 8aurashtra 8tate Bank of *ra%ancore ndhra Bank llahabad Bank Bank of Baroda Bank of India Bank of /aharashtra Canara Bank Central Bank of India Cor!oration Bank 5ena Bank Indian O%erseas Bank Indian Bank Oriental Bank of Commerce :un;ab .ational Bank :un;ab and 8ind Bank 8yndicate Bank Anion Bank of India Anited Bank of India

ACO Bank Di;aya Bank

T#e follo-in! are t#e "c#eduled ,an( in India /Pri2ate "ector01


I.> Dysya Bank Ltd @is Bank Ltd Indusind Bank Ltd ICICI Bank Ltd 8outh Indian Bank 75FC Bank Ltd Centurion Bank Ltd Bank of :un;ab Ltd I5BI Bank Ltd E<8 B .3

T#e follo-in! are t#e "c#eduled Forei!n ,an( in India1


merican <@!ress Bank Ltd. .F >ridlays Bank :lc. Bank of merica .* G 8

Bank of *okyo Ltd. Ban6uc .ationale de :aris Barclays Bank :lc Citi Bank ..C. 5eutsche Bank .>. 7on$kon$ and 8han$hai Bankin$ Cor!oration 8tandard Chartered Bank. *he Chase /anhattan Bank Ltd. 5resdner Bank >.

PRODUCT" AND "ER)ICE" "a2in! Account 'o- to Open an Account3

Do-nload or obtain Account Openin! Form from the nearest branch" fill it u! !ro!erly and de!osit the same with the branch of your choice alon$ with the followin$ B9

4$ Furnish !roof of #esidence 0In the form of a co!y of #ation CardH :ass!ortH 5ri%in$ LicenseH <lectricity BillH *ele!hone BillH Identity Card issued by any re!uted institution. O#I>I. L8 be shown only at the time of scrutiny of !a!ers1H Business address.

5$ Furnish , !hoto$ra!hs of all the !ros!ecti%e account holder0s1.

6$ Introduction about you from a !erson known to the bank !referably . by an ccount 7older of the Branch" whose account has run satisfactorily at least for the !ast si@ months.

7$ Furnish : . or declaration of Form No$ 89 H 84as the case may be. *he minimum balance will beB9

Type

In Rural : "emi Ur&an &ranc#e #s. 1))

In Ur&an : Metropolitan &ranc#e #s. '))

=ithout Che6ue Book Facility =ith Che6ue Book Facility

#s. '))

#s. 1)))

FOR "ENIOR" CITI;EN" AND PEN"IONER" =ithout Che6ue Book Facility =ith Che6ue Book Facility

#s. ,)

#s. ,)

#s. ,')

#s. ,')

Current Account < 'o- to Open an Account3

Do-nload or obtain Account Openin! Form from the nearest branch" fill it u! !ro!erly and de!osit the same with the branch of your choice alon$ with the followin$ B9

4$ Furnish !roof of #esidence 0In the form of a co!y of #ation CardH :ass!ortH 5ri%in$ LicenseH <lectricity BillH *ele!hone BillH Identity Card issued by any re!uted institution. O#I>I. L8 be shown only at the time of scrutiny of !a!ers1H Business address.

5$ Furnish , !hoto$ra!hs of all the !ros!ecti%e account holder0s1.

6$ Introduction about you from a !erson known to the bank !referably by an ccount 7older of the Branch" whose account has run satisfactorily at least for the !ast si@ months.

7$ Furnish undertakin$sH documentsH declarations as a!!licable. :lease refer Current ccount o!enin$ form for details.

=$ Furnish : . or declaration of Form No$89 H 84 as the case may be.

8$ /inimum de!osits.

In Rural : "emi Ur&an &ranc#e

In Ur&an : Metropolitan &ranc#e

#s. ')) Pra!ati Depo it "c#eme

#s. ')))

LAUNC' OF >ORIENTAL ,AN+ PRAGATI ACCOUNT "C'EME?

Name of t#e c#eme 5ate of Commencement <li$ibility /inimum mount of 5e!osit and balance to be maintained Dalidity of 8cheme dd on Facilities

ORIENTAL ,AN+ PRAGATI ACCOUNT "C'EME 14.)(.,))+ LL .<= CA##<.* CCOA.*8 Arban G /etro!olitan #s.')))H9 #ural G 8emi9urban #s.1)))H9 For a limited !eriod only 1. One Free */H 5ebit Card for e%ery ccount. *he */H5ebit Card may also be !ermitted to the !artners of the firmH5irectors of the Com!any who are authori&ed to o!erate the ccount. ,. Free :ersonal ccident 05eath1 insurance co%er of #s. 1 Lac 01st year1

3. =ai%er of 1))I BB Char$es durin$ the 1st year. 4. Free internet H *ele bankin$ '. =ai%er of 5emat ccount /aintenance Char$es 0for One Eear1

For ccounts maintainin$ %era$e Additional ,enefit daily Current ccount Balance of 1. Free 5raft issuance Facility #s. ' Lacs or more ,. Free #*>8 Facility u!to #s.' Lacs. 07owe%er" mandatory #BI char$es !lus a!!licable ser%ice ta@ shall be reco%ered.

"c#eme Credit "c#eme @ Fle@ible 7ousin$ Loan" Car Finance" :ersonal Loan" Credit Cards "ocial ,an(in! @ /ahila Adyam .idhi 8cheme" 3rishi Card" OBC Farmers =elfare *rust

Corporate ,an(in! @ >old Card scheme for e@!orters" <JI/ finance ,u ine "ector @ OBC 3ari$ar credit card" OBC 3ushal Adhami" OBC :ra$ati Adhami" OBC Dikas Adhami FleAi FiAed Depo it "c#eme1@ =e are !leased to inform that Fle@i 5e!osit 8cheme for the benefit of our de!ositor customers has been a!!ro%ed by the Board on 1(th October ,))-. *his scheme shall come into o!eration w.e.f. 1st .o%ember ,))-. *he features of the scheme are as underB PRODUCT B ,ENEFIT1 *hrou$h re%erse swee! facility" the amount lyin$ in Fle@i Fi@ed 5e!osit shall be a%ailable to the de!ositor whene%er there is a re6uirement of funds in his H her H their o!erati%e account i.e. sa%in$s H current account. s such" whene%er the de!ositor issues a che6ue or uses */ card and the a%ailable balance in hisHher connected 8a%in$sHCurrent ccount is not sufficient" #e%erse 8wee! will automatically withdraw the re6uired amount from Fle@i Fi@ed 5e!osit account and the remainin$ amount in FF5 will continue to earn the same rate of interest" as a$reed u!on in the contract. In such e%ent" the amount from fle@i fi@ed de!osit shall be transferred to his H her H their sa%in$s H current account by followin$ the LIFO 0last in first out1 method. 7owe%er" the funds to be transferred as a re%erse swee! to 8a%in$s BankHCurrent ccount will also meet the re6uirement of maintainin$ minimum balance.

LOAN"

Banks in India with the way of de%elo!ment ha%e become easy to a!!ly in loan market. *he followin$ loans are $i%en by almost all the banks in the countryB

:ersonal Loan Car Loan or uto Loan Loan a$ainst 8hares 7ome Loan <ducation Loan or 8tudent Loan

In :ersonal Loan" one can $et a sanctioned loan amount between #s ,'"))) to 1)" ))"))) de!endin$ u!on the !rofile of !erson a!!lyin$ for the loan. 8BI" ICICI" 75FC" 78BC are some of the leadin$ banks which deals in :ersonal Loan. lmost all the banks ha%e ;um!ed into the market of car loan which is also sometimes termed as auto loan. It is one of the fast mo%in$ financial !roducts of banks. Car loan H auto loan are sanctioned to the e@tent of ('I u!on the e@9 showroom !rice of the car with some sim!le !a!er works and a small amount of !rocessin$ fee. Loan a$ainst shares is %ery easy to $et because li6uid $uarantee is in%ol%ed in it. 7ome loan is the latest cra&e in the bankin$ sector with the de%elo!ment of the infrastructure. .ow !eo!le are mo%in$ to townshi! outside the city. /ore number of townshi!s is comin$ u! to meet the demand of Khouse for allK. *he #BI has also liberali&ed the interest rates of home loan in order to match the re!ayment ca!ability of e%en middle class !eo!le. lmost all banks are dealin$ in home loan. $ain 8BI" ICICI" 75FC" 78BC are leadin$. *he educational loan" rather to be termed as student loan" is a $ood bankin$ !roduct for the mass. 8tudents with certain academic brilliance" studyin$ at reco$ni&ed colle$esHuni%ersities in India and abroad are $enerally $i%en education

loan H student loan so as to meet the e@!enses on tuition feeH maintenance costHbooks and other e6ui!ment. MONE% TRAN"FER

Beside lendin$ and de!ositin$ money" banks also carry money from one corner of the $lobe to another. *his act of banks is known as transfer of money. *his acti%ity is termed as remittance business. Banks $enerally issue 5emand 5rafts" BankerKs Che6ues" /oney Orders or other such instruments for transferrin$ the money. *his is a ty!e of *ele$ra!hic *ransfer or *ele Cash Orders. It has been only a cou!le of years that banks ha%e ;um!ed into the money transfer businesses in India. *he international money transfer market $rew 9.3I from ,))3 to ,))4 i.e. from A8L,13 bn. to A8L,33 bn. in ,))4. <conomists say that the market of money transfer will further $row at a cumulati%e 1,.1I a%era$e $rowth rate throu$h ,))9. FUTURE OF ,AN+ING IN INDIA healthy bankin$ system is essential for any economy stri%in$ to achie%e $ood $rowth and yet remain stable in an increasin$ly $lobal business en%ironment. *he Indian bankin$ system has witnessed a series of reforms in the !ast" like dere$ulation of interest rates" dilution of $o%ernment stake in :8Bs" and increased !artici!ation of !ri%ate sector banks. It has also under$one ra!id chan$es" reflectin$ a number of underlyin$ de%elo!ments. *his trend has created new com!etiti%e threats as well as new o!!ortunities. *his !a!er aims to foresee ma;or future bankin$ trends" based on these !ast and current mo%ements in the market. >i%en the com!etiti%e market" bankin$ will 0and to a $reat e@tent already has1 become a !rocess of choice and con%enience. *he future of bankin$ would be in terms of inte$ration. *his is already becomin$ a reality with new9a$e banks such as E<8 Bank" and others too ado!tin$ a sin$le9:I.. >eo$ra!hy will no lon$er be an inhibitor. *echnolo$y will !ro%e to be the differentiator in the short9term but

the dynamic en%ironment will soon lead to its saturation and what will ultimately be the key to success will be a better relationshi! mana$ement.

O)ER)IEC If one were to say that the future of bankin$ in India is bri$ht" it would be a $ross understatement. =ith the $rowin$ com!etition and con%er$ence of ser%ices" the customers 0you and I1 stand only to benefit more to say the least. t the same time" emer$ence of a multitude of com!le@ financial instruments is foreseen in the near future 0the trend is %isible in the current scenario too1 which is bound to confuse the customer more than e%er unless she s!ends hours 0maybe days1 to understand the same. 7ence" I see a $rowin$ trend towards the im!ortance of relationshi! mana$ers. *he success 0or failure1 of any bank would de!end not only on ta!!in$ the unta!!ed customer base 0from other de!artments of the same bank" customers of related similar institutions or those of the com!etitors1 but also on the effecti%eness in retainin$ the e@istin$ base. India has witness to a sea chan$e in the way bankin$ is done in the !ast more than two decades. 8ince 1991" the #eser%e Bank of India 0#BI1 took ste!s to reform the Indian bankin$ system at a measured !ace so that $rowth could be achie%ed without e@!osure to any macro9en%ironment and systemic risks. 8ome of these initiati%es were dere$ulation of interest rates" dilution of the $o%ernment stake in !ublic sector banks 0:8Bs1" $uidelines bein$ issued for risk mana$ement" asset classification" and !ro%isionin$. *echnolo$y has made tremendous im!act in bankin$. ?Anywhere banking4 and ?Anytime banking4 ha%e become a reality. *he financial sector now o!erates in a more com!etiti%e en%ironment than before and intermediates relati%ely lar$e %olume of international financial flows. In the wake of $reater financial dere$ulation and $lobal financial inte$ration" the bi$$est challen$e before the re$ulators is of a%oidin$ instability in the financial system.

RI"+ MANAGEMENT *he future of bankin$ will undoubtedly rest on risk mana$ement dynamics. Only those banks that ha%e efficient risk mana$ement system will sur%i%e in the market in the lon$ run. *he effecti%e mana$ement of credit risk is a critical com!onent of com!rehensi%e risk mana$ement essential for lon$9term success of a bankin$ institution. lthou$h ca!ital ser%es the !ur!ose of meetin$ une@!ected losses" ca!ital is not a substitute for inade6uate decontrol or risk mana$ement systems. Comin$ years will witness banks stri%in$ to create sound internal control or risk mana$ement !rocesses. =ith the focus on re$ulation and risk mana$ement in the Basel II framework $ainin$ !rominence" the !ost9Basel II era will belon$ to the banks that mana$e their risks effecti%ely. *he banks with !ro!er risk mana$ement systems would not only $ain com!etiti%e ad%anta$e by way of lower re$ulatory ca!ital char$e" but would also add %alue to the shareholders and other stakeholders by !ro!erly !ricin$ their ser%ices" ade6uate !ro%isionin$ and maintainin$ a robust financial structure. ?The future belongs to bigger banks alone, as well as to those which have minimized their risks considerably.4

AC'IE)EMENT" Oriental bank of commerce announced its M1FE,)1) results on ,9 Culy ,))9" deli%erin$ -,I y9o9y $rowth in net !rofits to #s(3, crore 0#s'1,cr1" substantially ahead of e@!ectations on account of lar$e treasury $ains" a!art from healthy o!eratin$ !erformance. =hile the bank4s de!osit $rowth was reasonably robust at 4.4I se6uentially and ,-.'I y9o9y" unlike the !eers its $rowth in ad%ances also remained stron$ at 3(I y9o9y. In s!ite of bein$ at the forefront of :L# cuts" the bank !osted a healthy $rowth in .et Interest Income 0.II1 of ,9I y9o9y. Other Income sur$ed 113I y9o9y" dri%en by stron$ treasury $ains of #s3'' crore durin$ the 6uarter in line with industry trends" e%en as Fee income was also robust at 4'I y9o9y" on the back of stron$ balance sheet $rowth. O!eratin$ e@!enses were hi$her than e@!ected on account of #s1') crore of !ro%isions for imminent wa$e hikes. >ross and .et .: ratios remained stable se6uentially at 1.(I and

).,I" with the bank not ado!tin$ the $uidelines of treatin$ floatin$ !ro%isions as !art of tier , ca!ital instead of ad;ustin$ a$ainst .: s on e@!ress !ermission from the #BI.

ACARD" AND DI"TINCTION"

#anked amon$ to! ') com!anies by the leadin$ financial daily" <conomic *imes. #anked as 3,3rd bi$$est bank in the world by Bankers lmanac 0Canuary ,))-1" London.

<arned 9th !lace amon$ IndiaKs /ost *rusted to! ') ser%ice brands in <conomic *imes9 .C .ielson 8ur%ey.

Included in the to! 1))) banks in the world accordin$ to *he Banker" London.

>olden :eacock ward for <@cellence in Cor!orate >o%ernance 9 ,))' by Institute of 5irectors.

FICCIKs #ural 5e%elo!ment ward for <@cellence in #ural 5e%elo!ment N ,))'

COMPAN%D" MI""ION AND )I"ION )i ion B Mi ion "tatement Our )i ion *o be a sound all India" customer centric" efficient retail bank with contem!orary si&e" technolo$y and human ca!italO endea%ourin$ to enrich li%es across all sections of societyO and committed to u!holdin$ the hi$hest standards of cor!orate $o%ernance. Our Mi ion

*o !ro%ide the finest bankin$ ser%ices by u!$radin$ human ca!ital and infusin$ ad%anced technolo$y" thereby achie%in$ total customer satisfactionO and bein$ reckoned as the PBest BankQ in the Industry on all efficiency !arameters.

*o enhance shareholders4 wealth by ensurin$ sound $rowth of business and make %aluable contributions to national economic $rowth.

)ALUE" AND ET'IC" Bondin$ and Inte$rity <thical conduct :eriodic disclosure Confidentiality and fair dealin$ Com!liance with rules and re$ulations

CU"TOMER" "ATI"FACTION Customer satisfaction refers to the e@tent to which customers are ha!!y with the !roducts and ser%ices !ro%ided by a business. Customer satisfaction le%els can be measured usin$ sur%ey techni6ues and 6uestionnaires DEFINITION"1 Definition 41 Customer satisfaction is e6ui%alent to makin$ sure that !roduct and ser%ice !erformance meets customer e@!ectations. Definition 51 Customer satisfaction is the !erce!tion of the customer that the outcome of a business transaction is e6ual to or $reater than hisHher e@!ectation. Definition 61 Customer satisfaction occurs when ac6uisition of !roducts andHor ser%ices !ro%ides a minimum ne$ati%e de!arture from e@!ectations when com!ared with other ac6uisitions. >ainin$ hi$h le%els of customer satisfaction is %ery im!ortant to a business because satisfaction customers are most likely to be loyal and to make re!eat orders and to use a wide ran$e of ser%ices offered by a business *here are many factors which lead in hi$h le%els of customer satisfaction includin$. :roducts and ser%ices which are customer focused and hence !ro%ide hi$h le%els of %alue for money.

=hat is clear about customer satisfaction is that customers are most likely to a!!reciate the $oods and ser%ices that they buy if they are made to feel s!ecial. ,ENEFIT" OF CU"TOMER "ATI"FACTION *he im!ortance of customer satisfaction and su!!ort is increasin$ly becomin$ a %ital business issue as or$ani&ation reali&e the benefits of Customer #elationshi! /ana$ement 0C#/1 for !ro%idin$ effecti%e customer ser%ice. :rofessionals workin$ within customer9focused business or those runnin$ call centers or hel! desks" need to kee! informed about the latest customer satisfaction techni6ues for runnin$ a %aluable customer ser%ice function. From small customer ser%ice de!artments to lar$e call centers" the im!ortance of de%elo!in$ a %alued relationshi! with customers usin$ C#/ is essential to su!!ort customer and lon$9 term business $rowth.

C#at Do Cu tomer Cant3 Before we be$in to create tools to measure the le%el of satisfaction" it is im!ortant to de%elo! a clear understandin$ of what e@actly the customer wants. =e need to know what our customers e@!ect from the !roducts and ser%ices we !ro%ide. Customer e@!ectations ha%e two ty!es N <@!ressed Im!lied

EApre ed Customer <@!ectations are those re6uirements that are written down n the contract and a$reed u!on by both !arties for e@am!le" !roduct s!ecifications

and deli%ery re6uirements. 8u!!lier4s !erformance a$ainst these re6uirements is most of the items directly measurable. Implied Customer <@!ectations are not written or s!oken but are the ones the customer would ?e@!ect4 the su!!lier to meet ne%ertheless. For e@am!le" a customer would e@!ect the ser%ice re!resentati%e who calls on him to be knowled$eable and com!etent to sol%e a !roblem on the s!ot. *here are many reasons why customer e@!ectations are likely to chan$e o%ertime. :rocess im!ro%ements" ad%ent of new technolo$y" chan$es in customer4s !riorities" im!ro%ed 6uality of ser%ice !ro%ided by com!etitors are ;ust a few e@am!les. *he customer is always ri$ht. 8u!!lier4s ;ob is to !ro%ide the customer what heHshe wants" when heHshe wants it. Customer satisfaction is customer4s !erce!tion that a su!!lier has met or e@ceeded their e@!ectations.

C'AT CON"TITUTE" "ATI"FACTION3 =e cannot create customer satisfaction ;ust by meetin$ customer4s re6uirements fully because these ha%e to be met in any case. 7owe%er failin$ short is certain to create dissatisfaction Ma*or Attri&ute ummariEed a 1 :roduct 6uality :remium Outflow #eturn on In%estment of cu tomer ati faction in &an(in! indu try can &e

8er%ices #es!onsi%eness and ability to resol%e com!laints and re;ect re!orts. O%erall communication" accessibility and attitude.

C'AT ARE T'E TOOL"3 Customer e@!ectations can be identified usin$ %arious methods such asB :eriodic contract re%iews /arket research *ele!honic inter%iews :ersonal %isits =arranty records Informal discussions 8atisfaction sur%eys 5e!endin$ u!on the customer base and a%ailable resources" we can choose a method that is most effecti%e in measurin$ the customer4s !erce!tions. *he !ur!ose of the e@ercise is to identify !riorities for im!ro%ements. =e must de%elo! a method or combination of methods that hel!s to continually im!ro%e ser%ice.

CU"TOMER "ATI"FACTION "UR)E%" Formal sur%ey has emer$ed as by far the best method of !eriodically the customer satisfaction. *he sur%ey are not marketin$ tools but an informationR$ainin$ tool.

<nou$h homework needs to be before embarkin$ on the actual sur%ey. *his includesB 5efinin$ Ob;ecti%es of the 8ur%ey 5esi$n 8ur%ey a!!roach 5e%elo! 6uestionnaires and forms dminister 8ur%ey 0<mail" *ele!hone or :ost1

/ethod of com!ilin$ data and analy&in$ the findin$s Format of the re!ort to !resent the findin$s *here is no !oint in askin$ irrele%ant 6uestions on a customer satisfaction 6uestionnaire. *he basic !ur!ose is to find out what we are doin$ ri$ht or wron$. =here is the sco!e for im!ro%ement" where do we stand %is9S9%is other su!!liers. 7ow we can ser%e the customer betterT

A cu tomer ati faction mea urement ur2ey #ould at lea t identify t#e follo-in! o&*ecti2e 1 Im!ortance to customers 0Customers !riorities1 Customer4s !erce!tion of su!!lier4s !erformance Eour !erformance relati%e to customer4s !riorities. :riorities for im!ro%ement

8ur%ey forms should be easy to fill out with minimum amount of time and efforts on customer4s !art. *hey should be desi$ned to acti%ely encoura$e the customer to com!lete the 6uestions. Eet they must !ro%ide accurate data should also be sufficiently reliable for mana$ement decision makin$. *his can be achie%ed by

incor!oratin$ ob;ecti%e ty!e 6uestions where customer has to PrateQ on scale of say 1 to 1). For re!eated sur%eys" you could !ro%ide the ratin$ that was !re%iously accorded by the customer. *his works like a reference !oint for the customer. 8!ace should always be !ro%ided for the customers own o!inions this enables them to state any additional re6uirements or re!ort any shortcomin$s that are not co%ered by the ob;ecti%e 6uestions. .ormally" we deal %arious !ersonnel at %arious le%els in the customer4s or$ani&ationRthe buyer" user" recei%in$ ins!ector" finance and !urchase !erson etc. sur%eyin$ a number of res!ondents for each customer $i%es a com!lete !ers!ecti%e of customer satisfaction. It may be necessary to de%ice a different 6uestionnaire for each of them. #es!ondents must be !ro%ided a way to e@!ress the im!ortance they attach to %arious sur%ey !arameters. #es!ondents should be asked to $i%e a wei$htin$ factor" a$ain on a ratin$ scale of say" 1 to 1)" for each re6uirement. *his $i%es a better indication of relati%e im!ortance of each !arameter towards o%erall customer satisfaction and makes it easier for su!!liers to !rioriti&e their action !lans by com!arin$ the !erformance ratin$ 0scores1 with im!ortance ratin$ 0wei$hin$1. UCON"UMER RE"EARC' IN DIFFERENT DI"CIPLINE" considerable body of literature e@ists on consum!tion" consumer beha%ior and consumer decision makin$ !rocess. /ost of the consumer research focused on ado!ter cate$ories" habits" attitudes and intentions rather that on actually measurin$ the satisfaction le%el with the ser%ice. CON"UMER "ATI"FACTION PROCE""

*he !aramount $oal of marketin$ is to understand the customer and to influence buyin$ beha%iour. *he !rocess can be de!icted as followsB9 .eed reco$nition9 reali&ation of the difference between the desired and the current situation that ser%es as a tri$$er for entire !rocess. 8earch for information. :re !urchase alternati%e e%aluation. Consum!tion0utili&ation of the !rocured o!tion1 :ost !urchase alternati%e re9e%aluation. 5i%estment0dis!osal of the unconsumed !roduct and it4s remnants1

CA%" FOR MAINTAINING RELATION" CIT' T'E CU"TOMER" ADOPTED ,% O,C *he ability of the bankin$ industry to achie%e the socio9economic ob;ecti%es and in the !rocess brin$in$ more and more customers into its fold will ultimately de!end on the satisfaction of the customers. =e ha%e a stron$ belief that a satisfied customer is the foremost factor in de%elo!in$ our business. need was felt by us at Oriental Bank of Commerce that in order to become more customers friendly the Bank should come out with Charter of its ser%ices for the customers. Citi&ensK Charter conce!t was considered as a base instrument to fill this need and accordin$ly this document was !re!ared. *his document was made in consultation with the users and hi$hli$hts our BankKs commitments towards the customer satisfaction" thus ensurin$ accountability and res!onsibility amon$st its officials and staff. *his Code for customers not only e@!lains our commitment and

res!onsibilities alon$ with the redressed methods but also s!ecifies the obli$ation on the !art of customers for healthy !ractices in Customer9Banker relationshi!s. *his is not a le$al document creatin$ ri$hts and obli$ations. *he Code has been !re!ared to !romote fair bankin$ !ractices and to $i%e information in res!ect of %arious acti%ities relatin$ to customer ser%ice. =e wish to acknowled$e the initiati%e taken by the /inistry of Finance" >o%ernment of India and /inistry of dministrati%e #eforms and :ublic >rie%ances for encoura$in$ us to brin$ out this Code. =e maintain constant consultations with our clientele throu$h %arious 8eminars" Customer /eets" etc. to e%aluate im!ro%e and widen the ran$e of ser%ice to customer. 7owe%er" all our customers are re6uested to kee! us informed of their e@!eriences about the %arious ser%ices rendered by the Bank and feel free to comment on this Code. =e intend to brin$ it out in many #e$ional Lan$ua$es in subse6uent years. COMMON PRACTICE" FOLLOCED ,% O,C ,RANC'E" 5is!lay business hours. #ender courteous ser%ices. ttend to all customers !resent in the bankin$ hall at the close of business hours. :ro%ide se!arate K<n6uiryK or K/ay I hel! youK counter at lar$e branches. Offer nomination facility to all de!osit accounts 0i.e. account o!ened in indi%idual ca!acity1 and all safe de!osit locker hirers 0i.e. indi%idual hirers1. 5is!lay interest rates for %arious de!osit schemes from time to time. .otify chan$e in interest rates on ad%ances.

:ro%ide details of %arious de!osit schemesHser%ices of the Bank. Issue 5emand 5rafts" :ay Orders" etc. 5is!lay *ime9.orms for %arious bankin$ transactions. :ay interest for delayed credit of outstation che6ues" as ad%ised by #eser%e Bank of India 0#BI1 from time to time.

Re2ie- of Literature

CON"UMER RE"EARC' IN DIFFERENT DI"CIPLINE"

considerable body of literature e@ists on consum!tion" consumer beha%iour and consumer decision makin$ !rocess.

/ost of the consumer research focused on ado!ter cate$ories" habits" attitudes and intentions rather that on actually measurin$ the satisfaction le%el with the ser%ice.

CON"UMER "ATI"FACTION PROCE""

*he !aramount $oal of marketin$ is to understand the customer and to influence buyin$ beha%ior.

*he !rocess can be de!icted as followsB9

.eed reco$nition9 reali&ation of the difference between the desired and the current situation that ser%es as a tri$$er for entire !rocess.

8earch for information. :re !urchase alternati%e e%aluation. Consum!tion0utili&ation of the !rocured o!tion1 :ost !urchase alternati%e re9e%aluation. 5i%estment0dis!osal of the unconsumed !roduct and it4s remnants1

CA%" FOR MAINTAINING RELATION" CIT' T'E CUTOMER" ADOPTED ,% PN, *he ability of the bankin$ industry to achie%e the socio9economic ob;ecti%es and in the !rocess brin$in$ more and more customers into its fold will ultimately de!end on the satisfaction of the customers. =e ha%e a stron$ belief that a satisfied customer is the foremost factor in de%elo!in$ our business. need was felt by us at Oriental bank of commerce that in order to become more customers friendly the Bank should come out with Charter of its ser%ices for the customers. Citi&ensK Charter conce!t was considered as a base instrument to fill this need and accordin$ly this document was !re!ared. *his document was made in consultation with the users and hi$hli$hts our BankKs commitments towards the customer satisfaction" thus ensurin$ accountability and res!onsibility amon$st its officials and staff. *his Code for customers not only e@!lains our commitment and res!onsibilities alon$ with the redressed methods but also s!ecifies the obli$ation on the !art of customers for healthy !ractices in Customer9Banker relationshi!s. *his is not a le$al document creatin$ ri$hts and obli$ations. *he Code has been !re!ared to !romote fair bankin$ !ractices and to $i%e information in res!ect of %arious acti%ities relatin$ to customer ser%ice.

=e wish to acknowled$e the initiati%e taken by the /inistry of Finance" >o%ernment of India and /inistry of dministrati%e #eforms and :ublic >rie%ances for encoura$in$ us to brin$ out this Code.

COMMON PRACTICE" FOLLOCED ,% O,C ,RANC'E"

5is!lay business hours. #ender courteous ser%ices. ttend to all customers !resent in the bankin$ hall at the close of business hours.

:ro%ide se!arate K<n6uiryK or K/ay I hel! youK counter at lar$e branches. Offer nomination facility to all de!osit accounts 0i.e. account o!ened in indi%idual ca!acity1 and all safe de!osit locker hirers 0i.e. indi%idual hirers1. 5is!lay interest rates for %arious de!osit schemes from time to time. .otify chan$e in interest rates on ad%ances. :ro%ide details of %arious de!osit schemesHser%ices of the Bank. Issue 5emand 5rafts" :ay Orders" etc. 5is!lay *ime9.orms for %arious bankin$ transactions. :ay interest for delayed credit of outstation che6ues" as ad%ised by #eser%e Bank of India 0#BI1 from time to time.

ccord immediate credit in res!ect of outstation and local che6ues u!to a s!ecified limit sub;ect to certain conditions" as ad%ised by #BI from time to time.

:ro%ide com!laintHsu$$estion bo@ in the branch !remises. 5is!lay address of #e$ionalHFonal and Central Offices as well as .odal Officer dealin$ with customer $rie%ancesHcom!laints.

O&*ecti2e

O,.ECTI)E OF T'E "TUD%

*o ha%e an insi$ht into the attitudes and beha%iors of customers. *o find out the differences amon$ !ercei%ed ser%ice and e@!ected ser%ice. *o !roduce an e@ecuti%e ser%ice re!ort to u!$rade ser%ice characteristics. *o understand consumer4s !references. *o access the de$ree of satisfaction of the consumers

"cope of T#e "tudy

"COPE OF T'E "TUD%

*his study is limited to the consumers with in .ew 5elhi city. *he study will be able to re%eal the !references" needs" satisfaction of the customers

re$ardin$ the bankin$ ser%ices" It also hel! banks to know whether the e@istin$ !roducts or ser%ices these are offerin$ are really satisfyin$ the customers4 needs.

Re earc# Met#odolo!y

REA"ERC' MET'ODOLOG%

descri!ti%e study tries to disco%er answers to the 6uestions who" what" when" where" and" sometimes" how. *he researcher attem!ts to describe or define a sub;ect" often by creatin$ a !rofile of a $rou! of !roblems" !eo!le" or e%ents. 8uch studies may in%ol%e the collection of data and the creation of a distribution of the number of times the researcher obser%es a sin$le e%ent or characteristic 0the research %ariable1" or they may in%ol%e relatin$ the interaction of two or more %ariables. Or$ani&ations that maintain databases of their em!loyees" customers" and su!!liers already ha%e si$nificant data to conduct descri!ti%e studies usin$ internal information. Eet many firms that ha%e such data files do not mine them re$ularly for the decision9makin$ insi$ht they mi$ht !ro%ide.*his descri!ti%e study is !o!ular in business research because of its %ersatility across disci!lines. In for9!rofit" not9for9!rofit and $o%ernment or$ani&ations" descri!ti%e in%esti$ations ha%e a broad a!!eal to the administrator and !olicy analyst for !lannin$" monitorin$" and e%aluatin$. In this conte@t" how 6uestions address issues such as 6uantity" cost" efficiency" effecti%eness" and ade6uacy. 5escri!ti%e studies may or may not ha%e the !otential for drawin$ !owerful inferences. descri!ti%e study" howe%er" does not e@!lain why an e%ent has occurred or why the %ariables interact the way they do. "AMPLE "I;E 8am!le si&e denotes the number of elements selected for the study. For the !resent study" 1)) res!ondents were selected at random. ll the 1)) res!ondents were the customers of different branches of Oriental Bank of Commerce. MET'OD OF DATA COLLECTION

*o know the res!onse" the researcher used 6uestionnaire method. It has been desi$ned as a !rimary research instrument. Muestionnaires were distributed to res!ondents and they were asked to answer the 6uestions $i%en in the 6uestionnaire. *he 6uestionnaires were used as an instrumentation techni6ue" because it is an im!ortant method of data collection. *he success of the 6uestionnaire method in collectin$ the information de!ends lar$ely on !ro!er draftin$. 8o in the !resent study 6uestions were arran$ed and interconnected lo$ically. *he structured 6uestionnaire will reduce both inter%iewers and inter!reters bias. Further" codin$ and analysis was done for each 6uestion4s res!onse to reach into findin$s" su$$estions and finally to the conclusion about the to!ic. T%PE" OF DATA <%ery decision !oses uni6ue needs for information" and rele%ant strate$ies can be de%elo!ed based on the information $athered throu$h research. #esearch is the systematic ob;ecti%e and e@hausti%e search for and study of facts rele%ant to the !roblem #esearch desi$n means the framework of study that leads to the collection and analysis of data. It is a conce!tual structure with in which research is conducted. It facilitates smooth sailin$ of %arious research o!erations to make the research as effecti%e as !ossible. PRIMAR% DATA :rimary data are those collected by the in%esti$ator himself for the first time and thus they are ori$inal in character" they are collected for a !articular !ur!ose. well9structured 6uestionnaire was !ersonally administrated to the selected sam!le to collect the !rimary data.

Limitation

LIMITATION" OF T'E "TUD% lthou$h the study was carried out with e@treme enthusiasm and careful !lannin$ there are se%eral limitations" which handica!!ed the research %i&" 4$ Time Con traint 1 *he time sti!ulated for the !ro;ect to be com!leted is less and thus there are chances that some information mi$ht ha%e been left out" howe%er due care is taken to include all the rele%ant information needed. 5$ "ample iEe1 5ue to time constraints the sam!le si&e was relati%ely small and would definitely ha%e been more re!resentati%e if I had collected information from more res!ondents. 6$ Accuracy1 It is difficult to know if all the res!ondents $a%e accurate informationO some res!ondents tend to $i%e misleadin$ information. 4. It was difficult to find res!ondents as they were busy in their schedule" and collection of data was %ery difficult. *herefore" the study had to be carried out based on the a%ailability of res!ondents.

5ata nalysis G Inter!retation

TA,LE1@ 4 PERCENTAGE OF PEOPLE 'A)ING ,AN+ ACCOUNT


,an( Account Ees .o Total Percenta!e 93I +I 499F

GRAP'

>ra!hical re!resentation of the !eo!le ha%in$ bank account

Analy i 1 @ From the abo%e table and $ra!h it can be seen that only +I of the !eo!le ha%in$ no bank account while the other 93I ha%e theirs in different banks. *his data is !resented in both the table and $ra!hical !resentation. Interpretation1 8o we can conclude most of the !eo!le ha%e accounts in %arious banks for ha%in$ different reasons like " to ha%e safety of money" to transact easily with others etc.

TA,LE@5 Tran action of different &an( in t#e mar(et

Banks SBI OBC PNB AXIS ICICI Other

percentage 22% 24% 20% 11% 13% 10%

Grap#

Analy i 1 @ From the former table and $ra!hs we can see !eo!le ha%e accounts like in 8BI ,,I " in OBC ,4I"in :.B,)I" in JI8 11I"inICICI 13I and in other banks there are only 1)I accounts amon$ all the res!ondents. Interpretation1 It is concluded here that OBC ha%e its !o!ularity of ha%in$ alar$e no. of accounts in the studied area for its best ser%ice in all sectors.

TA,LE 1 6 "'ARE OF DIFFERENT T%PE" OF ACCOUNT"


"L$ No$ NATURE OF ACCOUNT" NUM,ER OF RE"PONDEN T" +( 9 4 3 1)) PERCENTAG E OF RE"PONDEN T" +(I 9I 4I 3I -I 1))I

1. ,. 3. 4. '. *otal

8a%in$ HCs Current HCs Fi@ed 5e!osits Loans Others

Analy i 1 bo%e table shows that +(I res!ondents ha%e 8a%in$ HCs" and 9I ha%e Current HCs and rest of the res!ondents ha%e 13I share of other HCs in total 0which includes fi@ed de!osits" loans" and other !roducts1 Interpretation1 *his means most of the res!ondents are ha%in$ 8a%in$ HCs which means the bank de!osits are enrichin$ as 8a%in$ HCs share is most.

TA,LE@ =

T'E CU"TOMER" "ATI"FACTION CIT' INTERE"T RATE OF O,C


8atisfied Ees .o Total :ercenta$e (, 1( 499

Cla ification ,a ed on le2el of cu tomer ati faction -it# t#e intere t pro2ided &y O,C

Analy i 1 9 *he customers are satisfied lar$ely on the interest rate of OBC com!are to any other banks i.e. (,I which is elaborated in the abo%e table and $ra!hs. Interpretation1 so we can concluded that the customers are satisfied with the interest rate of OBC. TA,LE@ 8 'OC T'E CU"TOMER" "ATI"FIED CIT' INTERE"T RATE" OF ,AN+"
"L NO. NAME OF ,AN+" 1 8BI , 3 4 ' *O* L :.B OBC ICICI O*7<#8 NO$ OF RE"PONDENT" ,1' 39 14 1)) PERCENTAGE OF RE"PONDENT" ,-I 1'I 3-I 9I 14I 1))I

GRAP' Cla ification ,a ed on le2el of cu tomer ati faction -it# t#e intere t rate of &an( .

Analy i 1 *he abo%e table shows that 3-I of the res!ondents !refer OBC firstly. *hereafter they !refer other banks like 8BI":.B etc. Likewise 8BI9,-I" :.B9 1'I" ICICI99I and other banks 14I. Interpretation1 From these all it can be concluded that a ma;or !art of the customers are satisfied with the interest rate of OBC . TA,LE1G CON"UMER" CILLINGNE"" TO "'IFT T'EIR A:C TO OT'ER ,AN+"

"L$ No$

RE"PON"E"

NUM,ER OF RE"PONDENT" ( 9, 499

PERCENTAGE OF RE"PONDENT" (I 9,I 499 F

1. ,. TOTAL

8hift 5oesn4t shift

Analy i 1 From this table it can be noted that the ma;ority of consumers 09,I1 doesn4t like to shift their HCs to other banks. Interpretation1 *he reason can be increasin$ customer satisfaction and 6uality ser%ices offered by the bank. TA,LE1 H "ATI"FACTION OF RE"PONDENT" CIT' "ER)ICE" OFFERED ,% O,C ,RANC'
"L$ No$ RE"PON"E NUM,ER OF RE"PONDENT" (9 11 499 PERCENTAGE OF RE"PONDENT" (9I 11I 499 F

1. ,. TOTAL

8atisfied .ot satisfied

Analy i 1 From the abo%e table it could be inferred that (9I of the consumers are satisfied with the ser%ice and 6uality of !roducts of their bank. Only 11I of consumers are not satisfied.

Interpretation1 /ost of the res!ondents are satisfied with the ser%ice offered by Oriental Bank of Commerce. :resently the bank offers %arieties of ser%ices and the customers are $ettin$ a $ood rate of return from their de!osits. Customers are $ettin$ $ood ser%ice from the bank.

TA,LE1I RATING" OF T'E "ER)ICE" OFFERED ,% T'E RE"PONDENTD" LIFE IN"URANCE COMPAN%
"L$ No$ 1. ,. 3. 4. '. TOTAL RATING" <JC<LL<.* D<#E >OO5 >OO5 D<# >< :OO# NUM,ER OF RE"PONDENT" )' )9 +))4 499 PERCENTAGE OF RE"PONDENT" 'I 9I +-I -I 4I 499 F

Analy i 1 From this table it could be inferred that +-I of the consumers ha%e rated ser%ice offered as ?$ood4" 9I of them ha%e rated them as ?%ery $ood4" and

)'I of them ha%e rated as e@cellent and a%era$e4 while only 4I ha%e rated as!oor :roduct 8a%in$ Hc 08 1 Current HC 0C 1 Fi@ed 5e!osit 0F51 Loan HC 0L 1 Insurance 0I.81 *otal :ercenta$e 4+I ,3I 1+I )'I )(I 1))I

.Interpretation1 8er%ice offered by the bank is im!ro%in$ day by day. #eturns consumers are $ettin$ are also attracti%e. /a;ority of the customers rates $ood" %ery $ood and e@cellent because of the customer ser%ice offered by the bank. TA,LE@ 49 C#ic# product of O,C i &eneficiary to Cu tomer3

GRAP' Cla ification ,a ed on le2el of 2ariou type of account pro2ided &y &an( .

Analy i 1 @ It is seen that more customer ha%e sa%in$s account like 4+I in OBC. Likewise there are ,3I current account " 1+I fi@ed de!osit "'I loan and only (I insurance. Interpretation1 8o it is clear that there are more sa%in$s account in OBC as com!are to other accounts and ser%ices.

FINDING

Findin!

1../ost of the res!ondents are ha%in$ 8a%in$ HCs . ,. /ost of the res!ondents are satisfied with the ser%ice offered by Oriental Bank of Commerce . 3. /a;ority of the customers rates $ood" %ery $ood and e@cellent because of the customer ser%ice offered by the bank . 4. !eo!le are now lookin$ forward for better customer ser%ice in addition to the brand name in which they are in%estin$ and the returns they are $ettin$. '. *he reason can be increasin$ customer satisfaction and 6uality ser%ices offered by the bank.

RECOMMENDATION"

RECOMMENDATION" =ith re$ard to bankin$ !roducts and ser%ices" consumers res!ond at different rates" de!endin$ on the consumer4s characteristics. 7ence I OBC should try to brin$ their new !roduct and ser%ices to the attention of !otential early ado!ters. 5ue to the intense com!etition in the financial market" OBC should ado!t better strate$ies to attract more customers. #eturn on in%estment com!any re!utation and !remium outflow are most !referred attributes that are e@!ected by the res!ondents. 7ence $reater focus should be $i%en to these attributes. OBC should ado!t effecti%e !romotional strate$ies to increase the awareness le%el amon$ the consumers. OBC should ask for their consumer feedback to know whether the consumers are really satisfied or dissatisfied with the ser%ice and !roduct of the bank. If they are dissatisfied" then the reasons for dissatisfaction should be found out and should be corrected in future. *he OBC brand name has earned a lot of $oodwill and en;oys hi$h brand e6uity. s there is intense com!etition" OBC should work hard to maintain its !osition and offer better ser%ice and !roducts to consumers. *he bank should try to increase the Brand ima$e throu$h !erformance and ser%ice then" only the customers will be satisfied. /a;ority of the !eo!le find bankin$ im!ortant in their life" so OBC should em!loy the strate$ies to con%ert the want in to need which will enrich their business.

Conclu ion

CONCLU"ION" *he !ro;ect entitled PA "TUD% TO UNDER"TAND T'E CU"TOMER "ATI"FACTION AT O,C? has hel!ed me in studyin$ satisfaction about ser%ices and !roducts offered to consumers.

8ince the o!enin$ u! of the bankin$ sector" !ri%ate banks are in the fray each one tryin$ to co%er more market share than the other. Eet" OBC is far behind 8BI" :.B. OBC must also be alert what with :ri%ate Banks 0ICICI" 75FC1 breathin$ down its neck. I am sure the bank will find my findin$s rele%ant and I sincerely ho!e it uses my su$$estions enlisted" which I ho!e will take them miles ahead of com!etition. In short" I would like to say that the %ery act of the concerned mana$ement at OBC in $i%in$ me the ;ob of critically e@aminin$ consumer satisfaction towards financial !roducts and ser%ices of the com!any is a ste! in their continual mission of makin$ all round im!ro%ements as a means of !ro$ress. I am sure the bank has a %ery bri$ht future to look forward to and will be a trailbla&er in its own ri$ht.

,I,LIOGRAP'%

,I,LIOGRAP'%

,oo( OBC Bank Ltd.4s !ros!ectus" !ublications etc. )ar #ney P$NJBanking Law and PracticeQB"ultan C#and and "on J599= #esearch /ethodolo$y 9 /ethods and *echni6ues by C.#.3othari.

Ce& "ite
ht!!BHHwww.obc.com htt!BHH www.oriantalbankofcommerce.com htt!BHH www.weki!edia.com htt!BHHwww.rbi.com

AnneAure

Kue tionnaire Cu tomer Feed&ac( Form .ame of Customer VVVVVVVVVVVVVVVVVVVVVVVV.................................... . ddressVVVVVVVVVVVVVVVVVVVVVVVVVVVVV VVVVVVVVV.. HC .oVVVVVVVVV...... $eVVVV.8e@VVVVVContact noVVVVVVVVVVV..

1. 5o you ha%e any bank accountT Ees .o

,. If yes" than in which bank you ha%e done your transactionT 8BI OBC :.B JI8 ICICI

Others WWWWWWWWWWWW 3. =hich ty!e of account you ha%eT 8 DI.> HC 5<:O8I* HC 4. =hy you choose OBCT Customer ser%ice Brand name interest others CA##<.* HC FIJ<5

'. 5o you satisfied with the interest !ro%ided by your bankT

Ees

.o

-. =hich bank !ro%ided better interest rateT 8BI :.B OBC ICICI Other

+.

re you interested to sift the account to other bankT 8hift (. 5oesn4t shift

re you satisfied with the ser%ice !ro%ided by OBCT 8atisfied .ot satisfied

9.

7ow you rate the insurance !roduct of OBCT <@cellent Dery $ood >ood %era$e :oor

1). =hich !roduct of OBC would you likeT 8 Other C L Insurance

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