You are on page 1of 13

CHAPTER- 4 DATA ANALYSIS AND INTERPRETATION

1. Awareness of people regarding various types of financial services provided by the banks Basis Fully aware Had an idea No idea TOTAL Response 25 35 10 70 TABLE NO. 1.1 Percentage 36 50 14 100

awareness of financial services


14 36 fully aware had an idea no idea 50

FIGURE NO. 1.1 Interpretation From the above chart we came to know that, overall percentage of service class people having complete knowledge about different types of services provided by the bank is 36%, those having some idea about it is 50 % and the percentage of people having no awareness of various services provided by the bank is 14%.

2.

Awareness of various banking services provided by banks Response 20 15 5 5 10 15 70 Percentage 30 21 7 7 14 21 100

Basis ATM Credit card Phone banking Mobile banking Internet banking Retail bank services TOTAL

TABLE NO. 1.2

awareness of banking services


21 ATM 30 Credit Card phone banking 14 7 7 21 mobile banking internet banking retail bank services

FIGURE NO. 1.2 Interpretation Banks constitute various channels through which services are provided in terms of ATMs, Debit Card, Credit Card, Phone Banking, Mobile Banking, Internet Banking etc, of which the first six have been covered. Amongst these ATM scores the largest used service status (26.03%) as indicated by above figures. Close on the heels is Debit card (17.75%), Credit card (14.79%), while phone banking lags behind by scoring the least (11.83 %.)

3.

Sources from which the respondents you get the knowledge about the innovative financial services.

Basis Personal visit Executive from bank Advertisements Friends and relatives Others Total

Response 20 10 10 20 10 70 TABLE NO. 1.3

Percentage 29 14 14 29 14 100

Sources of knowledge about banking services


14 29 Personal visit executive from bank advertisements 29 14 14 friends and relatives others

FIGURE NO. 1.3 Interpretation The above table indicates the percentage distribution of awareness avenues, the major are in favour of advertisements, which score 34% among different avenues such as personal visit, executives of the banks, advertisements and friend/relatives. While the least score is for personal visit and that of other sources.

4. Are you aware of the term Retail Banking? Basis Yes No Total Response 45 25 70 TABLE NO. 1.4 Percentage 64 36 100

AWARENESS OF RETAIL BANKING

36 YES NO 64

FIGURE 1.4

INTERPRETATION: Above figure shows how many people are aware of the term Retail Banking and the services provided by Banks. 80% of the people are aware of the term Retail Banking and out of that 60% of the people knows all the services provided by banks where as bar which is in pink colour indicates that 20% of the people dont know the service which bank provide are called Retail Banking.

5. Are you aware off all Retail Banking Services provided by Banks? Basis Yes No Total Response 35 35 70 TABLE NO. 1.5 Percentage 50 50 100

AWARENESS OF RETAIL BANKING PRODUCTS

50

50

YES NO

FIGURE NO. 1.5

6. Which product they use of Retail Banking? Basis Bank Deposits Loan Credit cards Debit cards Others (Demat services) TOTAL Response 15 25 10 10 10 70 TABLE NO. 1.6 Percentage 22 36 14 14 14 100

USE OF WHICH RETAIL BANK PRODUCT

BANK DEPOSITS LOANS CREDIT CARDS DEBIT CARDS OTHERS

FIGURE NO. 1.6

7. Which is the easiest mode of getting services from Banks? Basis Personal banking Phone banking Internet banking Retail banking other Total Response 20 5 10 30 5 70 TABLE NO. 1.7 Percentage 29 7 14 43 7 100

MEANS OF GETTING SERVICES FROM BANKS


7 29 PERSONAL BANKING PHONE BANKING INTERNET BANKING 43 7 14 RETAIL BANKING OTHER

8. Are they satisfied with the service provided by ICICI retail banking services ?

Basis Yes No Total

Response 55 15 70 TABLE NO. 1.8

Percentage 79 21 100

SATISFACTION LEVEL WITH RETAIL SERVICES PROVIDED BY ICICI BANK

21

YES NO

79

Figure no. 1.8

Interpretation:

This pie diagram shows, how many people are satisfied with the service provided by Banks. 79% of people satisfied with the services provided by Banks whereas 21% of people not satisfied with the services provided by Banks. Sometimes with the treatment given by bank is rude and sometimes they are not co-operative so people feel inconvenience with services provided by banks.

SWOT ANALYSIS OF RETAIL BANKING

STRENGTH:1) Emerging as a new growth driver: For several years banks viewed consumer loan with skepticism. Commercial loans denominated the loan portfolio as they generated high net yield with low credit risk.

Consumer loans on the other hand involved smaller amount, large staff to handle account and high default rates. Even regulators across the glob have not encouraged retail banking until now till very recently. However , over past few years, fierce competition among the lowered the spread and profitability an commercial loan with deregulation and increase in consumer loan rate, the risk adjusted return in retail sector have exceed the return on consumer loan.

2) Provides diversified asset portfolio: Retail banking includes comprehensive range of financial product and services i.e. deposit product, auto loan, car loan, home loan, loan against equity shares, mortgage loan, payment of bills, debit card, credit card, etc. These product provide an opportunity for banks to diversify the asset portfolio with higher profit and relatively lower NPA.

3) Improves standard of living: Due to major economic reforms in Indian economy there has been an increase in per capita income which has led to change in life style and growing urbanization have made the Indian population rise from oblivion and resurge in modern era on this front role of retail banking arises. Retail banking provide all such product and services(home loan, car loan, personal loan, etc) to its customer which are required by them to maintain change in there life style in short it helps in fulfilling aspiration of people through affordable credit.

4) CRM tool: The individual customer is deity of bank in retail banking segment . All product and services are designed to satisfy need and wants of its customer. As customer in retail banking belong to different economic, cultural, educational, and social background there demand is also varied. It is acceptance of the banking product and satisfaction of customer that yield profit in

this segment. Hence customer Service and Quality implementation through use of CRM tools will help banks Success in this competitive world of retail banking.

5) Innovative product development : The scope for development in financial services is unlimited. In retail banking ball is in the court of bankers where they approach the customer finds out there financial need and problem, designs the product and services, market them and finally sells them to satisfy its customer.

6) Economies of scale: Retail banking enables banks to utilize existing capacities and reaching wider population of customer. Banks can get the benefits of information and transaction. In process of extending variety of services, banks are acquiring enormous amount of customer information .if this information is systematically recorded , banks can efficiently utilize this information in order to explore new segment and to cross sell new services.

WEAKNESS:1) Avoids corporate sector : Retail banking avoids corporate sector totally which is the backbone of Indian economy. Main reason put forth or this is decline in corporate borrowing . However bank can take certain step to manage there corporate clients such as lower arte credit, higher amount of loan etc. Managing corporate client is more easier as they have well defined financial policy and project and they concentrate on product and services offered rather than on CRM of bank unlike individual clients.

2)

Marketing (Internal and External): Retail banking requires strong marketing strategies to be adopted by bank both internal and external . under retail banking segment top level management need employees ds to introduce product properly to its employees because if the employees are not aware regarding the product they are offering that product will fail however effective the product is also bank require to spend lot on its marketing of product to general public because if public is not aware regarding the product and service how will they opt for it . all this increases the cost

and time required to introduce the product in the market which can reduce or make the product out dated immediately on its arrival.

3) Changes in technology: Future of retail banking lies in the hand of IT . Various It solution used by banks such as Ebanking, phone banking , ATM leverage the retail banking product and service offered by banks. But this has weekend the segment some how . if banks are not able to adobt the latest technology it may pull back the growth of bank also this technology requires lot of capital investment and if at all the technology fails then it may shake the customers confidence on bank and bank may land up in loosing its customer.

4)

Reduces the profitability: It is claimed that retail banking increases overall profitability of the bank but in reality this is not the case because managing wide range of product and service requires high quality technology , large number of staff and all this requires high capital investment which reduces banks profitability.

5. Co-ordination among various department: Success of retail banking is not the result of one department but is result of various departments together. If there is lack of co-ordination among various department of the bank then however strong and effective the may be the product it will fail. Suppose if the front office is successful in attracting the customer but back office is not able to execute the delivery of product or service on time then bank may land up loosing the customer although its CRM was effective.

OPPORTUNITIES:1) Scope for innovation: Under retail banking as banks try to provide all those product and services which are

desired by its customer this segment has more scope for innovation banks can keep on modifying its products as per the market demand which helps them from not being out dated .

2) Rise in per capita income: The rise of the Indian middle class is an important contributory factor in this segment. The percentage of middle to high-income Indian households is expected to continue rising. The younger population not only wields increasing purchasing power, but as far as acquiring personal debt is concerned, they are perhaps more comfortable than previous generations. Improving consumer purchasing power, coupled with more liberal attitudes toward personal debt, is contributing to India's retail banking segment.

3) Economic growth: Retail banking has immense opportunities in a growing economy like India. In the BRIC Report India is stated as an economic superpower. According to A. T. Kearney, a global management-consulting firm, recently identified India as the 'second most attractive retail destination' of 30 emergent markets. Hence retail banking has high opportunities in India.

THREATS:
1. Large disbursement of loans: The boom in the field of retail banking and the intense composition among the to increases the customer base has resulted in the large disbursement of customer loans, loans on credit cards, auto loans, educational loans etc. on easy terms without much scrutiny this has brought with in an increase in the number of cases of default in loan repayment thus increasing the banks NPAs. 2. Issue of customers dignity: Banks have been adopting carrot and stick policy by renegotiating loan terms where the default is genuine and handing over recovery to third parties where default is willful. Most of the time, the third parties or external agents are not trained to handle the loan repayment process. Hence, they restore to strong arms tactics with defaulting customers. Many cases of harassment and invasion of privacy have been reported by the affected parties. Such instances may hamper the image and corporate vision of the bank in near future.

3) Issue of customer privacy: Customer privacy is also affected in another way wherein customer service representatives of the banks ring up customers at any times at their places of work, informing them about

new products and services. This may cause inconvenience to busy customers. It is also obligation on part of the banks not to share the private information from the records of the customers with outside agencies like market research groups and other advertisers.

4) IT: The growth of IT has brought with it a number of frauds perpetrated with the help of technology and which come under under the domain of cyber crimes. Banks are the victims of unscrupulous elements who have in many instance hacked banks website and stolen credit card number , pass word and other confidential information relating to customer.

You might also like