A Project Report On Customer perception about services provided by Canara Bank,

Thane.
Submitted to University of Mumbai In Partial fulfillment Of the requirement of T
he Degree of Bachelor of Management Studies Under the guidance of
Prof. Ambujam
Submitted By:Anmol A. Bansode
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Declaration
I am Anmol Bansode declare that this dissertation submitted in partial fulfillme
nt require of BMS to Institute of management and computer studies is my origin o
f work and has not been submitted for award of any other degree for title or pri
zes. As required by the university rules, I state that the work presented in thi
s is original in nature and to the best my knowledge, has not been submitted so
far to any other university. Whenever refrences have been made to the work of ot
hers, it is clearly indicated in the sources of information in refrences.
(Anmol A. Bansode) Place: - Thane Date:Customer perception about services provide by Canara bank
Page 2

Acknowledgement
In completing this project i am deeply conscious of my debt to all those, withou
t whose warn support, enragement & guidance this project was not possible to com
plete. I am especially grateful to Prof. Ambujam. My guide to this project, he a
ctually gave the life to this and guidance of my parents & friends this project
took shape. They also provided me much needed criticism & encouragement. I am de
eply indebted to my faculty members to. Prof. Ambujam, who really inspired, guid
ed and blessed me to take up this project.
(Anmol A. Bansode)
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PREFACE
For management student theoretical knowledge as well as practical orientation ex
pose on self to experience, one can again be mastering it is best possible time.
BMS curriculum has finding Turned in such way that students not apply the triti
cale but also gain it is in practical sense. Thus objective can be attended thou
ght application of theory tolls concept & techniques of management. Balanced, th
eoretical & practical knowledge are essential for every student is conceived in
such a way so as to facilities practical purpose. To procure objective the resea
rch under to the project A Project Report On Retail banking of Canara Bank. Second
ary data were collected from websites and journals of Canara Bank. Researcher ha
s tried to satisfy the topic of report by help of facts & findings.
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SR. no. 1
INDEX
Introduction of banking industry
History of Banking in India India Banking industry
P.G. NO.
6-10
2

Scope of Study
Banking in India Facts of banking in India Public Sector & Private Sector B
Profile Of Canara Bank History Of Canara Bank Canara Bank Product / Services Fin
ancial Statement Of Canra Bank Objective Of Study
11-38
3
Research Methodologies
Objective Of Research Descriptive Research Data Analysis SWOT Analysis
39-50
4 5 6
Findings , suggestions, limitations & conclusion Appendix Bibliography
51-54 55-57 58-59
CONTENT
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Customer perception about services provide by Canara bank

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Chapter 1 Introduction
HISTORY OF BANKING IN INDIA
Without a sound and effective banking system in India it cannot have a healthy e
conomy. 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 a
nd internal factors. For the past three decades India's banking system has sever
al outstanding achievements to its credit. The most striking is its extensive re
ach. It is no longer confined to only metropolitans or cosmopolitans in India. I
n fact, Indian banking system has reached even to the remote corners of the coun
try. This is one of the main reasons of India's growth process.
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The government's regular policy for Indian bank since 1969 has paid rich dividen
ds 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 o
r 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 dial 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 journey of Indian Banking System can be segregated in
to three distinct phases. They areas mentioned below: Early phase from 1786 to 19
69 of Indian Banks.

Nationalization of Indian Banks and up to 1991 prior to Indian banking sector Re

forms. 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 pre
fix 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 Hindust
an and Bengal Bank. The East India Company established Bank of Bengal (1809), Ba
nk 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 Eur
opeans shareholders.
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In 1865 Allahabad Bank was established and first time exclusively by Indians, Pu
njab 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 193
5. During the first phase the growth was very slow and banks also experienced pe
riodic failures between 1913 and 1948. There were approximately 1100 banks, most
ly 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. 23
of 1965). Reserve Bank of India was vested with extensive powers for the supervi
sion of banking in India as the Central Banking Authority. During those days publ
ic 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 independe
nce. In 1955, it nationalized Imperial Bank of India with extensive banking faci
lities on a large scale especially in rural and semi-urban areas. It formed Stat
e Bank of India to act as the principal agent of RBI and to handle banking trans
actions of the Union and State Governments all over the country. Seven banks for
ming subsidiary of State Bank of India was nationalized in 1960 on 19th July,196
9, major process of nationalization was carried out. It was the effort of the th
en Prime Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the
country was 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 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.
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1955: Nationalization of State Bank of India. 1959: Nationalization of SBI subsi

diaries. 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 20
0 crore. After the nationalization of banks, the branches of the public sector b
ank India rose to approximately 800% in deposits and advances took a huge jump b
y 11,000%. Banking in the sunshine of Government ownership gave the public impli
cit faith and immense confidence about the sustainability of these institutions.
Phase III
This phase has introduced many more products and facilities in the banking secto
r in its reforms measure. In 1991, under the chairmanship of M Narasimham, a com
mittee was set up by his name which worked for the liberalization of banking pra
ctices. The country is flooded with foreign banks and their ATM stations. Effort
s are being put to give a satisfactory service to customers. Phone banking and n
et banking is introduced. The entire system became more convenient and swift. Ti
me 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 ext
ernal macroeconomics shock as other East Asian Countries suffered. This is all d
ue to a flexible exchange rate regime, the foreign reserves are high, the capita
l account is not yet fully convertible, and banks and their customers have limit
ed foreign exchange exposure.
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INDIAN BANKING INDUSTRY

The Indian banking market is growing at an astonishing rate, with Assets expecte
d to reach US$1 trillion by 2010. An expanding economy, middle class, and techno
logical Innovations are all contributing to this growth. The countrys middle clas
s accounts for over 320 million People. In correlation with the growth of the ec
onomy, rising income levels, increased standard of living, and affordability of
banking products are promising factors for continued expansion. The Indian banki
ng market is growing at an astonishing rate, with Assets expected to reach US$1
trillion by 2010. An expanding economy, middle class, and technological innovati
ons are all contributing to this growth.
The Indian banking Industry is in the middle of an IT revolution, Focusing on th
e expansion of retail and rural banking. Players are becoming increasingly custo
mer centric in their approach, which has resulted in innovative methods of offer
ing new banking products and services. Banks are now realizing the importance of
being a big player and are beginning to focus their attention on mergers and ac
quisitions to take advantage of economies of scale and/or comply with Basel II r
egulation. Indian banking industry assets are expected to reach US$1 trillion by
2010 and are poised to receive a greater infusion of foreign capital, says Prathi
ma Rajan, analyst in Celent s banking group and author of the report. The banking
industry should focus on having a small number of large players that can compet
e globally rather than having a large number of fragmented players."
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Chapter 2 Scope of study

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BANKS IN INDIA
In India the banks are being segregated in different groups. Each group has thei
r own benefits and limitations in operating in India. Each has their own dedicat
ed target market. Few of them only work in rural sector while others in both rur
al as well as urban. Many even are only catering in cities. Some are of Indian o
rigin and some are foreign players. All these details and many more is discussed
over here. The banks and its relation with the customers, their mode of operati
on, the names of banks under different groups and other such useful informations
are talked about. One more section has been taken note of is the upcoming foreig
n banks in India. The RBI has shown certain interest to involve more of foreign
banks than the existing one recently. This step has paved a way for few more for
eign banks to start business in India. The banking section will navigate through
all the aspects of the Banking System in India. It will discuss upon the matter
s with the birth of the banking concept in the country to new players adding the
ir names in the industry in coming few years. The banker of all banks, Reserve B
ank of India (RBI), the Indian Banks Association (IBA) and top 20 banks like IDB
I, 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 e
ntire banking cosmos, the past has been well explained under three different hea
ds namely: History of Banking in India Nationalization of Banks in India Schedul
ed 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 a
nd it nationalized 14 private banks in the mentioned year. This has been elabora
ted 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 193
4 lays down the condition of scheduled commercial banks.
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Major Banks in India

ABN-AMRO Bank Abu Dhabi Commercial Bank American Express Bank Andhra Bank Allaha
bad Bank Bank of Baroda Bank of India Bank of Maharashtra Bank of Punjab Bank of
Rajasthan Bank of Ceylon BNP Paribas Bank Canara Bank Catholic Syrian Bank Cent
ral Bank of India Centurion Bank China Trust Commercial Bank Citi Bank City Unio
n Bank Corporation Bank Dena Bank Deutsche Bank Development Credit Bank Dhanalak
shmi Bank Federal Bank HDFC Bank HSBC ICICI Bank IDBI Bank Indian Bank Indian Ove
rseas Bank IndusInd Bank ING Vysya Bank Jammu & Kashmir Bank JPMorgan Chase Bank
Karnataka Bank Karur Vysya Bank Laxmi Vilas Bank Oriental Bank of Commerce Punj
ab National Bank Punjab & Sind Bank Scotia Bank South Indian Bank Standard Chart
ered Bank State Bank of India (SBI) State Bank of Bikaner & Jaipur State Bank of
Hyderabad State Bank of Indore State Bank of Mysore State Bank of Saurastra Sta
te Bank of Travancore Syndicate Bank Taib Bank UCO Bank Union Bank of India Unit
ed Bank of India United Bank Of India United Western Bank UTI Bank
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Punchlines of Some Banks BANKS

CANARA BANK INDIAN BANK SBI BANK HDFC BANK HSBC BANK INDIAN OVERSEAS BANK DENA B
ANK CANARABANK VIJAYA BANK FEDERAL BANK IDBI ORIENTAL BANK OF COMMERCE DHFL

PUNCHLINES
Service to grow, grow to service Poised for higher growth With you- all the way We u
rstand your world The worlds local bank Good people to grow with The trusted family
k May I help you A friend you can bank with Your perfect banking partner Plan ahead
ahead Where every individual is committed The friendly housing loan people
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Fact Files of Banks in India

The first, the oldest, the largest, the biggest, get all such types of informati
ons about Banking in India in this section. The first bank in India to be given a
n ISO Certification. The first bank in Northern India to get ISO 9002 certificat
ion for their selected branches. The first Indian bank to have been started sole
ly with Indian Capital. The first among the private sector banks in Kerala to be
come a scheduled bank in 1946 under the RBI Act. India s oldest, largest and mos
t successful commercial bank, offering the widest possible range of domestic, in
ternational and NRI products and services, through its vast network in India and
overseas. India s second largest private sector bank and is now the largest. Sc
heduled commercial bank in India. Bank which started as private shareholders ban
ks, mostly Europeans shareholders. The first Indian bank to open a branch outsid
e India in London in 1946 and the first to open a branch in continental Europe a
t Paris in 1974. The oldest Public Sector Bank in India having branches all over
India and serving the customers for the last 132 years. The first Indian commer
cial bank which was wholly owned and managed by Indians. Canara Bank Punjab and
Sind Bank Punjab National Bank South Indian Bank State Bank of India
The Federal Bank Limited Imperial Bank of India Bank of India, founded in 1906 i
n Mumbai Allahabad Bank Central Bank of India
Bank of India was founded in 1906 in Mumbai. It became the first Indian bank to
open a branch outside India in London in 1946 and the first to open a branch in
continental Europe at Paris in 1974.
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PUBLIC SECTOR BANKS

Among the Public Sector Banks in India, United Bank of India is one of the 14 ma
jor banks, which were nationalized on July 19, 1969. Its predecessor, in the Pub
lic Sector Banks, the United Bank of India Ltd., was formed in 1950 with the ama
lgamation of four banks viz. Camilla Banking Corporation Ltd. (1914), Bengal Cen
tral Bank Ltd. (1918), Camilla Union Bank Ltd. (1922) and Hooghly Bank Ltd.(1932
). Oriental Bank of Commerce (OBC), Government of India Undertaking offers Domes
tic, NRI and Commercial banking services. OBC is implementing a GRAMEEN PROJECT
in Dehradun District (UP) and Hanumangarh District (Rajasthan) disbursing small
loans. This Public Sector Bank India has implemented 14 point action plan for st
rengthening of credit delivery to women and has designated 5 branches as special
ized branches for women entrepreneurs.

The following are the list of Public Sector Banks in India

Allahabad Bank Andhra Bank Bank of Baroda Bank of Ind
ra Bank Central Bank of India Corporation Bank Dena Bank Indian Bank Indian Over
seas Bank Oriental Bank of Commerce Punjab & Sind Bank Punjab National Bank Synd
icate Bank UCO Bank Union Bank of India United Bank of India Vijaya Bank
List of State Bank of India and its subsidiary, a Public Sector Banks
1. State Bank of India o State Bank of Bikaner & Jaipur o State Bank of Hyderaba
d
o o o
State Bank of Indore State Bank of Mysore State Bank of Saurastra
Page 17
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o
State Bank of Travancore
PRIVATE SECTOR BANKS
Private banking in India was practiced since the beginning of banking system in
India. The first private bank in India to be set up in Private Sector Banks in I
ndia was IndusInd Bank. It is one of the fastest growing Bank Private Sector Ban
ks in India. IDBI ranks the tenth largest development bank in the world as Priva
te Banks in India and has promoted world class institutions in India. The first
Private Bank in India to receive an in principle approval from the Reserve Bank
of India was Housing Development Finance Corporation Limited, to set up a bank i
n the private sector banks in India as part of the RBI s liberalization of the I
ndian Banking Industry. It was incorporated in August 1994 as HDFC Bank Limited
with registered office in Mumbai and commenced operations as Scheduled Commercia
l Bank in January 1995. ING Vysya, yet another Private Bank of India was incorpo
rated in the year 1930. Bangalore has a pride of place for having the first bran
ch inception in the year 1934. With successive years of patronage and constantly
setting new standards in banking, ING Vysya Bank has many credits to its accoun
t.

List of Private Banks in India

Bank of Punjab Bank of Rajasthan Catholic Syrian Bank
Bank Dhanalakshmi Bank Development Credit Bank Federal Bank HDFC Bank ICICI Bank
IDBI Bank IndusInd Bank ING Vysya Bank Jammu & Kashmir Bank Karnataka Bank Karu
r Vysya Bank Laxmi Vilas Bank South Indian Bank United Western Bank
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PROFILE OF CANARA BANK

Type Industry
Public (BSE: 532483, NSE: CANBK) Banking Financial services
Founded
Canara Bank Hindu Permanent Fund (1906) Canara Bank Ltd (1910) Canara Bank (1969
)
Headquarters Key people
Bangalore, India A. C. Mahajan, (Chairman & MD) Jagdish Pai K L , (Executive Dir
ector)
Products
Investment Banking Consumer Banking Commercial Banking Retail Banking Private Ba
nking Asset Management Pensions Mortgage Credit Cards
Employees Website
47,389 (200405) Canarabank.com
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History of Canara Bank

Canara Bank is a major financial service. It was established in India in 1906, w
hich makes it among the older Indian banks. As on 2009 November, the bank had a
network of 2861 branches, spread across India and other countries. Its head offi
ce is located in Bangalore, India. The bank also has international presence in s
everal centers, including London, Hong Kong, Moscow, Shanghai, Doha, and Dubai.
In terms of business it is one of the largest nationalized commercial banks in I
ndia, with a total business of about Rs.2 trillion. The late Sri. Ammembal Subba
Rao Pai, a philanthropist, established the Canara Bank Hindu Permanent Fund in
Mangalore, India, on 1 July 1906. The bank changed its name to Canara Bank Limit
ed in 1910 when it incorporated. In 1958, the Reserve Bank of India ordered Cana
ra Bank to acquire G. Raghumathmul Bank, in Hyderabad. This bank had been establ
ished in 1870, and had converted to a limited company in 1925. At the time of th
e acquisition the bank had five branches. The Government of India nationalised C
anara Bank, along with 13 other major commercial banks of India, on 19 July 1969
.In 1976, Canara Bank inaugurated its 1000th branch. In 1983, Canara Bank opened
its first overseas office, a branch in London. In 1985, Canara Bank acquired La
kshmi Commercial Bank in a rescue. In 1984, Canara Bank acquired the Laksmi Comm
ercial Bank. In 1985, Canara Bank established a subsidiary in Hong Kong, Indo Ho
ng Kong International Finance Ltd. In 2008-09, Canara Bank opened its third fore
ign branch, this one in Shanghai. Widely known for customer centricity, Canara B
ank was founded by Shri Ammembal Subba Rao Pai, a great visionary and philanthro
pist, in July 1906, at Mangalore, then a small port in Karnataka. The Bank has g
one through the various phases of its growth trajectory over hundred years of it
s existence. Growth of Canara Bank was phenomenal, especially after nationalizat
ion in the year 1969, attaining the status of a national level player in terms o
f geographical reach and clientele segments. Eighties was characterized by busin
ess diversification for the Bank. In June 2006, the Bank completed a century of
operation in the Indian banking industry. The eventful journey of the Bank has b
een characterized by several memorable milestones. Today, Canara Bank occupies a
premier position in the comity of Indian banks. With an unbroken record of prof
its since its inception, Canara Bank has several firsts to its credit. These inc
lude: Launching of Inter-City ATM Network Obtaining ISO Certification for a Bran
ch Articulation of Good Banking Banks Citizen Charter Commissioning of Exclusive M
hila Banking Branch Launching of Exclusive Subsidiary for IT Consultancy Issuing
credit card for farmers Providing Agricultural Consultancy Services
Customer perception about services provide by Canara bank Page 20

Over the years, the Bank has been scaling up its market position to emerge as a
major Financial Conglomerate with as many as nine subsidiaries/sponsored insti
tutions/joint ventures in India and abroad. As at March 2009, the Bank has furth
er expanded its domestic presence, with 2729 branches spread across all geograph
ical segments. Keeping customer convenience at the forefront, the Bank provides
a wide array of alternative delivery channels that include over 2000 ATMs- one o
f the highest among nationalized banks- covering 705 centres, 1362 branches prov
iding Internet and Mobile Banking (IMB) services and 2062 branches offering Any
where Banking services. Under advanced payment and settlement system, all branc
hes of the Bank have been enabled to offer Real Time Gross Settlement (RTGS) and
National Electronic Funds Transfer (NEFT) facilities. Not just in commercial ba
nking, the Bank has also carved a distinctive mark, in various corporate social
responsibilities, namely, serving national priorities, promoting rural developme
nt, enhancing rural self-employment through several training institutes and spea
rheading financial inclusion objective. Promoting an inclusive growth strategy,
which has been formed as the basic plank of national policy agenda today, is in
fact deeply rooted in the Bank s founding principles. "A good bank is not only t
he financial heart of the community, but also one with an obligation of helping
in every possible manner to improve the economic conditions of the common people
". These insightful words of our founder continue to resonate even today in serv
ing the society with a purpose. The growth story of Canara Bank in its first cen
tury was due, among others, to the continued patronage of its valued customers,
stakeholders, committed staff and uncanny leadership ability demonstrated by its
leaders at the helm of affairs. We strongly believe that the next century is go
ing to be equally rewarding and eventful not only in service of the nation but a
lso in helping the Bank emerge as a "Global Bank with Best Practices". This just
ifiable belief is founded on strong fundamentals, customer centricity, enlighten
ed leadership and a family like work culture.
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Late Sri Ammembal Subbarao Pai

It Founded as Canara Bank Hindu Permanent Fund in 1906, by late Sri. Ammembal
Subba Rao Pai, a philanthropist, this small seed blossomed into a limited compan
y as Canara Bank Ltd. in 1910 and became Canara Bank in 1969 after nationaliza
tion. "A good bank is not only the financial heart of the community, but also on
e with an obligation of helping in every possible manner to improve the economic
conditions of the common people" - A. Subba Rao Pai.
Founding Principles
1. To remove Superstition and ignorance. 2. To spread education among all to sub
-serve the first principle. 3. To inculcate the habit of thrift and savings. 4.
To transform the financial institution not only as the financial heart of the co
mmunity but the social heart as well. 5. To assist the needy. 6. To work with se
nse of service and dedication. 7. To develop a concern for fellow human being an
d sensitivity to the surroundings With a view to make changes/remove hardships a
nd sufferings. Sound founding principles, enlightened leadership, unique work cu
lture and remarkable adaptability to changing banking environment have enabled C
anara Bank to be a frontline banking institution of global standards.
Vision
To emerge as a Best Practices Bank by pursuing global benchmarks in profitability,
operational efficiency, asset quality, risk management and expanding the global
reach.
Mission
To provide quality banking services with enhanced customer orientation, higher v
alue creation for stakeholders and to continue as a responsive corporate social
citizen by effectively blending commercial pursuits with social banking.
Customer perception about services provide by Canara bank Page 22

Significant Milestones year

1st July 1906 1910 1969 1976 1983 1984 1985 1987 1989 1989-90 1992-93 1995-96 20
01-02 2002-03 2003-04 2004-05 2005-06 2006-07 Canara Hindu Permanent Fund Ltd. f
ormally registered with a capital of 2000 shares of Rs.50/- each, with 4 employe
es. Canara Hindu Permanent Fund renamed as Canara Bank Limited 14 major banks in
the country, including Canara Bank, nationalized on July 19 1000th branch inaug
urated Overseas branch at London inaugurated Cancard (the Banks credit card) laun
ched Merger with the Laksmi Commercial Bank Limited Commissioning of Indo Hong K
ong International Finance Limited Canbank Mutual Fund & Canfin Homes launched Ca
nbank Venture Capital Fund started Canbank Factors Limited, the factoring subsid
iary launched Became the first Bank to articulate and adopt the directive princi
ples of Good Banking. Became the first Bank to be conferred with ISO 9002 certific
ation for one of its branches in Bangalore Opened a Mahila Banking Branch , fir
st of its kind at Bangalore, for catering exclusively to the financial requireme
nts of women clientele. Maiden IPO of the Bank Launched Internet & Mobile Bankin
g Services 100% Branch computerization Entered 100th Year in Banking Service Lau
nched Core Banking Solution in select branches Number One Position in Aggregate
Business among Nationalized Banks Retained Number One Position in Aggregate Busi
ness among Nationalized Banks. Signed MoUs for Commissioning Two JVs in Insuranc
e and Asset Management with international majors viz., HSBC (Asia Pacific) Holdi
ng and Robeco Groep N.V respectively Launching of New Brand Identity Incorporati
on of Insurance and Asset Management JVs Launching of Online Trading portal La
unching of a Call Centre Switchover to Basel II New Capital Adequacy Framework The
Bank crossed the coveted Rs. 3 lakh crore in aggregate business. The Banks 3rd f
oreign branch at Shanghai commissioned
2007-08
2008-09
As at March 2009, the total business of the Bank stood at Rs. 3,25,112 crore.
Customer perception about services provide by Canara bank
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Awards/Accolades
Received during 2007-08
First National Award, instituted by the Ministry of Micro, Small & Medium Enterp
rises, Govt. of India for Excellence in Micro & Small Enterprises (MSE) Lending
for 2006-07. Golden Peacock Award for Corporate Social Responsibility for th
e year 2007. Canara Bank is the first PSB to receive the award since its institu
tion in the year 1991. Golden Peacock National Training Award-2007, instituted by
the Institute of Directors, New Delhi, a pioneer in Quality Revolution. Conferre
d the Business Superbrands Status for 2008. The Organization of the Year Awardfor PR Excellence , instituted by Public Relations Council of India. Excellence
in the field of Khadi & Village Industries in South Zone for the year 2006-07,
instituted by Khadi & Village Industries Commission, Ministry of Micro, Small &
Medium Enterprises, Government of India.

Received during 2008-09
Conferred First Rank in India s Best Banks awards under the category Strength
and Soundness for 2006-07 by a survey conducted by Ernst & Young. Best Perform
ing Bank under Rural Employment Generation Programme, (REGP) of Khadi and Villag
e Industries Commission (KVIC), in South Zone for the year 2007-08, instituted b
y the Ministry of MSME, Government of India.
Golden Peacock National Training Award 2008 for excellence in training. Global HR
excellence in Training, an award conferred by the Asia Pacific HR

Congress, the largest rendezvous of HR Professionals, at its Employer Branding T
alent Management Congress held on 22nd and 23rd August 2008, Delhi.
Best Corporate Social Responsibility Practice Award, instituted by BSE, NASSCOM a
nd Times Foundation.
Customer perception about services provide by Canara bank
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The Bank won two Silver Corporate Collateral Awards for Best Corporate Ad in the
Print Media and Best Corporate Film on Corporate Social Responsibility at the P
ublic Relations Council of India Awards 2009. Canara bank helps you in planning
to own a home by buying a flat or building a house. The bank offers you loan for
constructing a new house or for doing additions or renovation in the existing h
ouse. Anyone from salaried individual to self-employed persons can take the home
loan by fulfilling certain criteria and documentation for the entitlement of th
e loan. Even NRIs can apply for home loan offered by Canara Bank. Canara bank ha
s a wide array of network opened in the country to help people in banking. As at
December 2007 bank has network of 2641 branches spread all over India. Bank has
over 1900 ATMs, covering 680 centers, over 1100 branches providing Internet and
Mobile Banking (IMB) services and more than 1833 branches offering Anywhere Ba
nking services. Now more than 1693 branches of the Bank offer advanced payment
and settlement system under Real Time Gross Settlement (RTGS) and National Elect
ronic Funds Transfer (NEFT).
Institution Information
Head Office
Canara Bank 112, J C Road BANGALORE Bangalore - 560 002 Karnataka, India.
Website
http://www.canarabank.com
No. of branches
2641
No. of ATMs
1900
Customer Care Numbers
BANGALORE: 080-25586087, CHENNAI: 044 - 24344638, DELHI: 011- 26415331, KOLKATA:
033-22807899
Customer perception about services provide by Canara bank
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Canara bank Products / Services

Anywhere Banking:
Anywhere Banking is a technology-based, customer-friendly service designed to pr
ovide greater convenience to our customers. With Anywhere Banking facility, once
customer has an account with any of the select branches, Customer can operate i
t From any other designated branch across 85 cities.
FACILITIES:
Individuals I joint account holders (operated severally) maintaining Current I 5
8 I OD Accounts: 1. Withdrawal of cash 2. Remittance of cash 3. Transfer of fund
s 4. Balance enquiry 5. Issue of mini statement 6. Depositing local cheques for
collection 7. Purchase of Demand draft
Firms / Companies I Other Bodies maintaining Current I OD I OCC Accounts:
1. Transfer of funds between accounts; from one Anywhere Banking branch to Anoth
er anywhere banking branch. 2. Depositing of local checks for collection and cre
diting to the respective account at any Anywhere Banking branch.
ELIGIBILITY:
Account holders should have maintained a minimum average balance of Rs.5, 000/ in SB account and Rs.I0, 000/ - In Current account in the last six months.
FEATURES:
1. Cash withdrawal up to Rs.50, OOO/ - per occasion. 2. Transactions permitted o
n production of identity card issued exclusively for Anywhere banking facility.
3. Facilities of both intra-city and inter-city transactions. 4. HOME CLEARING on line debit of checks drawn on our own A WB branches Within the city / cleari
ng zone.
Customer perception about services provide by Canara bank
Page 26

Tele services:
Access information about your account right from your home, office or from anywh
ere over telephone, a round the clock teller answering the enquiries from anywhe
re presenting voice information at any time.
You can make the following enquiries/requests over telephone:
Balance in the account including clear balance. Last five transactions in the ac
count. Request for check book. Request for pass sheet. Change in pass word. Fax
on demand. Note: The facility is password protected to ensure secrecy. Ask your
Branch Manager for details and enroll today itself the service is absolutely li
ce of cost
Personal Banking:
Credit Cards:
Cancard visa classic Cancard visa corporate Cancard MasterCard Cancard visa inte
rnational gold
Deposits:
Savings Bank Account Current Account
Term Deposits:
- Fixed Deposits - Kamadhenu Deposits - Recurring Deposits - Can flexi Deposits
Loans & Advances:
- Housing Loan - Home Improvement - Can carry (Consumer Durables) - Can cash (Sh
ares) - Can mobile(vehicle)
NRI:
- NRE (Non Resident External Rupee Account) - NRO (Non Resident Ordinary Account
) - FCNR (Foreign Currency Non Resident Accounts -Banks) - RFC Deposits
Customer perception about services provide by Canara bank Page 27

Categorization of Canara Bank Services

Core Services
Payment Services
Facilitating Services
Cash Foreign Currency Requirement Traveler Charges DD / Bankers Charges IT EFT A
TM Card Standing Instructions From Customers From Making Payments Inter-Branch /
Inter-Bank Transfer Funds Safety Vaults
Supporting Services
Making Payments At Door Step Internet Banking Telephone Banking Credit Cards Deb
it Cards Service To Senior Citizens Telephone Banking Internet Banking Conversio
n Of Excess Balance To Time Deposits Delivery of loan at promised Time period In
terest rate option: Fixed/floating Flexibility in pre-payment of Loan Counsellin
g on Real-estate Markets Legal services for Documentation ECS for payment of loa
n Installments Additional insurance facility for family members Counseling on po
st retirement savings
Current Account & Saving Account
Loan products: Consumer loans, personal loans, housing loans, educational loans
Current account Savings account Time deposit account
Insurance products: Life insurance, pension schemes
Current account Savings account Time deposits Safety vaults
Customer perception about services provide by Canara bank
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1. Credit Cards :Canara Bank offers a credit card named CANCARD that provides bo
th convenience and quality services to the cardholders. It is a widely accepted
card under the principal membership of Visa International and Master card Intern
ational. The bank offers free insurance cover under the card. The bank has set a
liberal credit limit of minimum gross income of Rs 60,000 per annum to avail th
e card.There is no maximum amount for accumulation and you earn bonus points on
using the card.
a. CANCARD VISA CLASSIC :

Liberal Card limit Get 30% of your gross annual income with a maximum of Rs.3.00
lakhs. Fixing up of the limit is at the sole discretion of Canara Bank. Cash wi
thdrawal facility at designated 450 branches all over India Cash withdrawal at C
anara Bank ATMs. No Interest on cash withdrawal if paid by the due date. If not
paid by the Due Date, interest is charged from Due Date only and not from the Da
te Of Cash withdrawal. Opt for Revolving Payment system and pay only 5% of the b
illed amount and defer the payment. No financial charges i.e. interest on other
transactions subsequent to cash withdrawal till the cash withdrawal is repaid.
b. CANCARD VISA CORPORATE :
Liberal Card limit Get 30% of your gross annual income with a maximum of Rs.3.00
lakhs. Fixing up of the limit is at the sole discretion of Canara Bank. Cash wi
thdrawal facility at designated 450 branches all over India Cash withdrawal at C
anara Bank ATMs. No Interest on cash withdrawal if paid by the due date. If not
paid by the Due Date, interest is charged from Due Date only and not from the Da
te Of Cash withdrawal. Option for Revolving Payment system and pay only 5% of th
e billed amount and defer the payment.
Customer perception about services provide by Canara bank
Page 29

c. CANCARD MASTERCARD:

Liberal Card limit Get 30% of your gross annual income with a maximum of Rs.3.00
lakhs. Fixing up of the limit is at the sole discretion of Canara Bank. Cash wi
thdrawal facility at designated 450 branches all over India . Cash withdrawal at
Canara Bank ATMs. No Interest on cash withdrawal if paid by the due date. If no
t paid by the Due Date, interest is charged from Due Date only and not from the
Date Of Cash Withdrawal. Option for Revolving Payment system and pay only 5% of
the billed amount and defer the payment. No financial charges i.e. interest on o
ther transactions subsequent to cash withdrawal till the cash withdrawal is repa
id. Date of Billing: Last day of every calendar month Payment due date : 20th of
every calendar month.
d. CANCARD VISA INTERNATIONAL GOLD :

Liberal Card limit Get 30% of your gross annual income with a maximum of Rs.3.00
lakhs. Fixing up of the limit is at the sole discretion of Canara Bank. Cash wi
thdrawal facility at designated 450 branches all over India. Cash withdrawal at
Canara Bank ATMs. No Interest on cash withdrawal if paid by the due date. If not
paid by the Due Date, interest is charged from Due Date only and not from the D
ate Of Cash Withdrawal. Option for Revolving Payment system and pay only 5% of t
he billed amount and Defer the payment.
Customer perception about services provide by Canara bank
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2. DEPOSITS :a) SAVING ACCOUNTS:Canara Bank savings account can be opened singly
/ jointly, as minor account, by non-corporate bodies, societies, associations,
etc. The minimum balance required to open an account is Rs 500/- without cheque
book and Rs 1000/- with cheque book in Metro/Urban whereas in Semi-urban/Rural B
ranches the account can be opened with Rs.100/- without cheque book and Rs 500/with cheque book. You have to fulfil documentation criteria laid down by the ba
nk for opening an account. Bank gives an interest which is compounded half-yearl
y on the minimum balance in the account between the10th and the last day of the
month.
i.
Highlights :Bank: Category: Minimum AQB (Average Quarterly Balance) Canara Bank.
Regular.
Metro/Urban - Rs.500/- without cheque book & Rs.1000/- with cheque book Semi-urb
an/Rural Branches - Rs.100/- without cheque book & Rs.500/- with cheque book. 3.
5% ATM cum Debit Card.
Interest Rate: Card Offered:
b) CANARA SARAL SAVINGS ACCOUNT: An SB product designed for the common man to pro
vide a basic banking facility as part of the financial inclusion objective of RB
I. MINIMUM DEPOSIT The account can be maintained even with zero balance. WITHDRA
WAL/DEPOSIT: 1. Permitted through withdrawal order form, cheque and ATM cum Debi
t Card 2. Maximum 6 withdrawals per month including drawings through ATM free of
charge. For withdrawals exceeding 6 per month would be levied a service charge
at the rate not exceeding Rs.5/- per withdrawal at the discretion of the branch.
3. The minimum amount that may be deposited/ withdrawn IN CASH in an account is a
s prescribed by the bank from time to time. Currently minimum deposit or withdra
wal IN CASH is Rs.10/-. In case of withdrawal through ATM, the minimum amount is R
s.100/- (Currently). 4. TDS- Exempted.
Customer perception about services provide by Canara bank
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c) SB GOLD SCHEME (CB branches only) :i. ii. iii. iv. v. vi. vii. viii. ix. x. x
i. DD facility at 50% concession i.e. Re.1/- per Rs.1000/- or part thereof Funds
transfer under NEFT and RTGS(Canspeed) at 50% concession Free Debit Card (as pe
r Bank s rules for issue of Debit Cards) Issue of free Credit Card to the 1st ac
count holder (for others as per existing rules of the Bank) Waiver of demat acco
unt opening charges. Free Anywhere Banking (AWB) facility. Sweep-in Sweep-out fa
cility: Sweep-in into term deposit of amounts beyond Rs.1,00,000/- at the reques
t(one time) of the customer mentioning the tenor of the term deposit. Name print
ed cheque book. Free funds transfer facility through our Internet Banking Free T
elebanking facility. No ledger folio charges.
i.
Highlights :Bank : Category : Minimum AQB (Average Quarterly Balance) Canara Ban
k. Privileged Account.
Initial Balance Minimum Rs. 1,00,000/Minimum average monthly balance of Rs.1,00,
000/3.50% ATM cum Debit Card.
Interest Rate : Card Offered :
d) Fixed Deposits :Canara bank fixed deposit can be opened individually or joint
ly and on behalf of minor a guardian can open an account. The account can be ope
ned with Rs 1000/- and there is no maximum ceiling for investment. Loan can be t
aken up to 90% of the deposit amount .There is no penalty on pre-mature Closure.
Customer perception about services provide by Canara bank
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3. Loans :Canara Bank offers wide variety of Loans Products to suit your require
ments.Coupled with convenience of networked branches/ ATMs and facility of E-cha
nnels like Internet and Mobile Banking, Canara Bank brings banking at customers d
oorstep.
a. Home Loans :Canara bank helps you in planning to own a home or you want to bu
ild your home / buy a flat. You name it and bank has offer for you whether you w
ant to construct a new house or you want to do additions in your existing house.
Moreover you can take loan for renovation of your house /flat, etc. Salaried in
dividual, self-employed persons, running your own business, etc, anyone can take
home loan by fulfilling certain criteria for the entitlement and the documentat
ion formalities for the loan. Even NRIs can apply for home loan.
Highlights
.
b. Personal Loans :Canara bank has a range of personal loan to help you meeting
the cost of various personal needs. The various categories of personal loan are
Can Mahila exclusive scheme for women, Doctors Choice designed for medical practi
tioners to help them in meeting their professional needs, Can Cash (Loan against
Shares) you can take instant cash against shares/ debentures / bonds / units, C
an Budget loan scheme for the benefit of employees of Corporates, PSUs, Governme
nt Departments, Institutions, etc., Can Pension loan scheme for senior citizens,
Teachers loan to meet their needs, Swarna loan (Gold loan) loan against gold je
wellery / ornaments, Can Rent loan for owners of the property to meet their busi
ness needs and / or genuine personal needs, against rents receivable, Can Take l
oan for professionals working in reputed information technology and biotechnolog
y companies, Home improvement loan for furnishing house / flat with household fu
rniture items, air conditioners, etc.
Highlights
Salaried Loan Type Loan Amount Tenure Interest Rate Time to Process Loan Term Lo
an Min. - Rs 50000 Max. - Rs 1500000 Min. - 12 Yrs. Min. - 14.5 % Max. - 14.5 %
5 days Self Employed Term Loan Min. - Rs 50000 Max. - Rs 1500000 Min. - 12 Yrs.
Min. - 14.5 % Max. - 14.5 % 5 days
Page 33
Customer perception about services provide by Canara bank

c. Education Loans :Canara bank offers education loan under Vidyasagar to needy
and meritorious Indian students. High school students can also avail education l
oan. Loan can be taken for job oriented courses at degree level and advanced stu
dies for post graduation for study in abroad.
Highlights
Study Abroad Course Loan Type Loan Purpose Graduation Term Loan Study India Post
Graduation Term Loan
Loans are also provided Loans are provided for for studying abroad for studying
abroad for job job oriented courses at oriented courses at degree degree level a
nd level and advanced dvanced studies in all studies in all areas for areas for
post-graduation. post-graduation.
d. Car Loans :Canara Bank offers loan to buy your own luxury car. The bank provi
des loan upto 90% of the on road price and there is no ceiling on the maximum lo
an amount. For used cars, which are not older than 5 years, bank finance 75% of
the agreed price or 75% of the value of the car, as assessed by an automobile en
gineer or Rs.6 lakh whichever is lower.
Highlights
New Car Loan Type Ex-Showroom/On Road Loan Amount Tenure Interest Rate Time to P
rocess Loan Preferred Manufacturers Ford Term Loan On Road Min. - Rs 50000 Min.
- 12 Yrs. 12 % 7 days Used Car Term Loan On Road Min. - Rs 50000 Min. - 12 Yrs.
12.5 % 7 days Chevrolet, FIAT, GENERAL MOTORS
Page 34
Chevrolet, FIAT, Ford, GENERAL MOTORS
Customer perception about services provide by Canara bank

,
International Banking Services:
Canara Bank entered fore arena in 1953 with the opening of its first Foreign Exc
hange Department in Mumbai Today Canara Bank the 4th largest Bank in India cater
ing to the cross border trade & remittances and financing of foreign trade. We f
inance exports at pre-shipment stage as well as post shipment stage, which can b
e availed either in foreign currency or Indian Rupees. In addition we facilitate
for fainting. That is, discounting of deferred export receivables on without r
ecourse basis from an overseas forfeiting agency. The Bank has been the pioneer
in financing of LC based International Trade transactions in India. The Bank no
t only finance at customers option in foreign currency at pre -shipment and post
- shipment stages at LIB OR related rates but also finance the import leg in for
eign currency where imported inputs are required for exp0l1s. The Bank has the e
xpertise in handling project exports of goods and services. The Bank has an exce
llent worldwide correspondent relationship and have the capability to handle any
export, import, remittance and related transactions anywhere in the world and i
n any currency. Non fund based transactions like adding confirmations to LC, iss
uing inward and outward Bid bonds & guarantees, establishing LCs for import into
India, arranging buyer s credit at attractive terms etc. are our forte. Canara
Bank has a branch in London and holly owned subside in Hong Kong. We have a join
t venture with SBI at Moscow under the name Commercial Bank of India LLC. We hav
e recently opened a Representative Office at Shanghai, People Republic of china.
They are engaged in Trade finance and have expertise on the Indian market scena
rio. The Bank also manages 2 Exchange houses in the Gulf and arrangement with 20
Exchange Houses and 18 Banks for drawing on DDs from Gulf Countries on our selec
t branches thought out India. The Bank has 5 fore dealing rooms located in Mumba
i, New Delhi, Calcutta, Chennai and Bangalore in India. We provide a whole range
of services and products like purchases and sale of 7 world currencies forward
booking and other fore hedging instrument like currency swaps.
Customer perception about services provide by Canara bank
Page 35

Financial Statement of Canara Bank

Financial statements and reports are the tools which provide information of the
firms financial affairs. This information is required for financial analysis & d
ecision making. It assesses the financial status of organization which is prepar
ed with help of accounting principle. Financial statement has mainly as follow:
Balance sheet Profit & loss account Financial statement is prepared on basis of
generally accepted accounting principle. These are a. Business entity principle
b. Going concern principle c. Monetary principle d. Historical principle e. Real
izations principle f. Accrual concept
Basic conventions under which financial statements prepared is:
consistency
conservativeness disclosure
Analyzing of financial statements helps to know the financial health of the borr
ower, which provides the detail of the liabilities and the assets of the applica
nt. It also helps to study the trends in the financial matters of the company. I
t helps to valuate the assets of the applicant company. It assists in decision m
aking process relating to the future activities.
Profit and Loss account:
Meaning:- profit and loss account is one of the essential document which shows t
he summary of revenues, expenses and net income of the firm during the particula
r financial period.
Functions of the Profit and Loss account:
It gives a concise summary of the firms revenue and expenses during the particula
r period.
It measures the firms profitability.
It represents the activity of the
firm.
Ratio Analysis:
Ratios are classified into four parts like:1. Liquidity ratios 2. Activity ratio
s 3. leverage ratios
Customer perception about services provide by Canara bank Page 36

4. profitability ratios
Canara Bank Balance Sheet:
Customer perception about services provide by Canara bank
Page 37

Canara bank profit and loss account:

Customer perception about services provide by Canara bank
Page 38

OBJECTIVES OF THE STUDY

To collect information of other Banks. To educate the customers about facilities
provided by Canara Bank.
To draw the comparative analysis of Canara BANK. To identify the major attribute
s of customer satisfaction. To study customer perception about Canara BANK. To i
dentify and study the various ways of ensuring customer Satisfaction adopted by
Canara BANK Vs other Banks.
Customer perception about services provide by Canara bank
Page 39

Chapter 3 Research Methodology

Customer perception about services provide by Canara bank
Page 40

Research Methodology
Research is common refers to search for knowledge. It is the pursuit of truth wi
th the help of study, observation, composition and experiment. Research methodol
ogy is a systematic way to solve the research problems. It helps in studying the
various steps that are adopted by the researcher to study the research problems
along with the logic behind the It describe mail what must be done, how will be
done. What data will be needed and how the data will be analyzed.
1.
Research Objectives
Top mind awareness of consumers for banks offering various retail products. Fact
ors influencing their purchase decision. To study the comparative influence of v
arious mediums of advertisements in creating Awareness amongst the consumers. T
o find the immediate competitors in the minds of consumer for every retail produ
ct.
2.
Sample Size
A random sample of 50 were administered with the questionnaire and responses col
lected.
3.
Research Area
The research was carried out at Mulund, Thane and Navi Mumbai regions in Mumbai.
Customer perception about services provide by Canara bank
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Descriptive Research
Descriptive research includes surveys and fact-finding enquires of different kin
ds. The major purpose of descriptive research of the sate of affairs as it exits
at present. In social science and business research, we quite often use the ter
m Ex post facto research for descriptive research studies. Descriptive research
was conducted in order the study the consumer perception about various banks off
ering retail products and the banks they option for.
Sampling Procedure
This refers to the procedure by which the respondents should be chosen. In order
to obtain a representative sample, a probability sample of the population was d
rawn. Probability sampling can be of the following types:- Simple random sample
- Stratified random sample. - Cluster (area) sample. In this case, simple random
sampling was done.
Formation of questionnaire
Quite often the questionnaire is considered as the heart of a survey operation.
Hence it should be carefully constructed. In the words of good and Hatt, "In gen
eral, the word questionnaire refers to a device for securing answers to question
s by using a form which the respondent fills in himself." All the questions in a
questionnaire are framed with a specific objective in mind and are placed in lo
gical, sequential order. The questionnaire framed for the purpose of the study c
onsists of a limited number of questions placed in a logical order. The question
s were framed keeping in mind the educational and social background of the compa
nies dealers. The questions were both open and closed ended as well as multiple
choices.
4. Data Collection Tools
Data was collected using Questionnaires. The Questionnaire consisted of suitable
combination of Rating Scale, Ranking Scale and open ended Questions in the leve
l of importance.
5. Sources of Data
Primary source: Questionnaires were administered to people with experience of an
y retail offering, currently using or used in the past. Secondary Sources: Data
was collected from the various websites from the internet as well as magazine an
d book.
Customer perception about services provide by Canara bank
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Respondents profile:
Data was collected from respondents across all age and income groups. Data relat
ing to age was collected. This segmentation helped us to gain insights into the
perception and preferences across all age groups. Based on the nature of retail
banking products age groups were identified and classified as follows:
1. ORGANISING THE DATA
The data collected during data collection process are organized and presented in
a comprehensible sequence to make them more meaningful.
2. PRESENTATION OF DATA
After the data has been properly organized, it is ready for presentation. There
are different modes of presentation like tables, charts etc. The main objectives
of presentation are to put collected data into an easy readable form.
3. ANALYSIS OF DATA
After organizing and presenting the data, the researchers then have to proceed t
owards conclusion by logical inferences. The raw data is then analyzed: By bring
ing raw data to measured data. Summarizing the data.
4.
INTERPRETATION OF DATA
Interpretation means to bring out meaning of data or to convert more data into i
nformation. From the analysis of data the various conclusions are find out on th
e basis of logical inferences.
5. CLASSIFICATION OF DATA
If refers to the process of arranging data into homogenous classes. Subsequent t
o the collection of data, the results were sorted out and arranged in different
categories like Graph, Table etc.
Customer perception about services provide by Canara bank
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Analysis
Which type of account you have in a bank?
Customer perception about services provide by Canara bank
Page 44

Interpretation:
During the survey it was found out that the 43% of the customers are interested
in saving a/c as it has a lucrative activity these days and 37 % in Canara saral
saving a/c. Only few of the customers were interested in SB Gold scheme, fixed
deposit a/c & current a/c.
Which type of services prefers the most by you?
Interpretation:
According to survey 82% customers of can prefer ATM service and 12 % of customer
can prefer internet banking service. Customers mainly prefer this both
Customer perception about services provide by Canara bank Page 45

services because of these two are easy & fast. So, Rest 4 % and 2% customers can
prefer mobile & core banking service.
Which retail banking product have you availed?
Interpretation:
In this survey 35% of customer availed home loan. Also 25% of customer can avail
ed car loan & 16% for educational loan, this because of this three are major chu
nk of retail product. So, rest 15% can availed personal & 9% for other product a
vailed by customer.
Customer perception about services provide by Canara bank Page 46

W hat ty pe of c re di t ca rd u si ng f rom th is?

Interpretation:
71% of the customers are use Cancard visa classic, because it gives no interest
and no financial charge facility. 15% of customer can use Canard visa corporate,
10% can prefer Cancard MasterCard and only 4% can prefer Cancard visa internati
onal gold .
Customer perception about services provide by Canara bank
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How you aware about Canara bank product of them?

Interpretation:
35% of customer can awareness the product through television & 27% can aware thr
ough newspaper and magazines & 18%can aware through radio. So this both can give
more information about product to customer. Also 17% can aware through word of
mouth & rest 3% through billboards / hoardings.
Customer perception about services provide by Canara bank
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Are you satisfied with Canara bank services?

Customer perception about services provide by Canara bank
Page 49

Interpretation:
In this survey 69% of customer can satisfied with Canara bank services because o
f Canara can provide core services. Also 20% of customer cannot satisfied with s
ervices & rest, 11% cannot decide anything.
Canara bank can provide better facility than other bank?
Customer perception about services provide by Canara bank
Page 50

Interpretation:
The above data can shows that above 25 can say yes, they say that Canara bank ca
n provide better facility than other bank. Also 15 can say no & below 0 cannot s
ay.
SWOT Analysis of Canara Bank
Customer perception about services provide by Canara bank
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STRENGTHS Retail banking supermarket with the

WEAKNESSES Efforts are concentrated more towards
ability to cross-sell entire range of credit products. Innovative products Techn
ological superiority Wide distribution High top of mind awareness due Strong Cre
dit controls High Customer Service Standards Economies of scale through 24x7 ser
vice levels OPPORTUNITY Changing consumer outlook towards Rising consumer income
levels Increasing banking habits among Indian consumers Being No.1 in the auto
finance segment paves the way to consolidate its market leadership across all th
e segments. Rapid increase in the retail loan market size to the tune of 30 40 %
growing volumes. to aggressive advertising
the urban consumers thus ignoring the rural counterpart. Number and spread of br
anches is very low as compared to PSU banks. Excessive focus on non-branch distr
ibution channel reducing the scope of personal interaction needed for the sale o
f retail products
THREAT Stiff competition in the housing loans In the Credit card segment, Of lat
e, lots of Non Banking Financial
loans and related products
segment from HDFC, LIC Housing etc. competition from Citibank, Stan Chart etc. I
nstitutions have emerged and have eaten up the banks market share. Educating peop
le by way of advertisements might help competitors to reap the benefits.
Customer perception about services provide by Canara bank
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Chapter 4 recommendation, suggestion & conclusion

Findings
1. It was found from the study that bank believes in quality service rather than
quantity of Service. 2. The officials employed are very much enthusiastic about
their job.
Customer perception about services provide by Canara bank Page 53

3. The officials try to make best relation with the customers. 4. There is separ
ate counter for NRI services. 5. The limit of cash vault is Rs. 10, 00,000 for a
day. 6. The registers and files are maintained on a daily basis. 7. The registe
rs are maintained in a well organized manner. 8. The marketing strategy of the b
ank is very attractive. 9. The bank always tries to attract customers with Innov
ative offers.
Suggestions

Special training modules for managers on current Economic scenario Extend Intern
et Banking to more branches and enable more transactions at ATMs Increase Manpow
er (skilled)
Page 54

Customer perception about services provide by Canara bank

Implement single window transaction youngsters at counters Recruit more Marketin

g Managers Lend adequate support to Marketing Managers Information from new cust
omers

Limitations
1. The study restricted to only one branch. 2. The time constraint was a limitin
g factor, as more time required carrying out study on other aspects of the topic
. 3. Due to secrecy it is difficult obtain actual facts and figures of advances
of branches.
Conclusion
The scenario is becoming highly competitive in every sphere of banking activitymore so u n respect of retail lending. Processing time and interest rates are m
ajor influencing factor for making purchase decision. As per survey ICICI, Canar
a and HDFC are to major brand name
Customer perception about services provide by Canara bank Page 55

considered for housing, auto and personal loans. Awareness through television is
the highest level followed by newspapers. The future of banking is dependent on
technology, marketing, logistics. Banks have to prepare themselves for facing a
soft interest regime. New kind of management skills are required to manage the
retail lending portfolio. True to Infosys cult, bankers do need to understand th
at: Growth comes from repeat business Repeat business from relationships Relatio
nship from customers Customers relationship based on trust Trust emanates from c
ustomers faiths/beliefs and, Lastly maintaining harmony with the environment.
Customer perception about services provide by Canara bank
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Chapter 5 Appendix
Questionnaire
Note :- ( plz tick only one from multiple answers)
Which type of account you have in a bank?
SAVING ACCOUNT a) CANSARAL SAVINGS ACCOUNT
Customer perception about services provide by Canara bank Page 57

b) SB GOLD SCHEME ACCOUNT c) FIXED DEPOSIT ACCOOUNT d) CURRENT ACCOUNT

Which type of services prefers the most by you?
a) ATM SERVICE b) INTERNET BANKING c) MOBILE BANKING d) CORE BANKING ...........
........... ...................... ...................... ......................
Which retail banking product have you availed?
a) HOUSING LOAN b) CAR LOAN c) EDUCATION LOAN d) PERSONAL LOAN e) OTHER, PLZ SPE
CIFY................................................
W hat ty pe of c re di t ca rd u si ng f rom th is?
a) CANCARD VISA CLASSIC b) CANCARD VISA CORPORATE c) CANCARD MASTERCARD d) CANCA
RD VISA INTERNATIONAL GOLD
How you aware about Canara bank product of them?
a) TELEVISION b) NEWSPAPERS & MAGAZINES c) RADIO d) WORD OF MOUTH e) BILLBOARDS/
HOARDINGS
Customer perception about services provide by Canara bank Page 58

Are you satisfied with Canara bank services?

a) Yes b) No c) Cant say Reason why................................
Canara bank can provide better facility than other bank?
a) Yes b) No c) Can
t Say
Can you give any opinion to us?
................................................................................
............................................................. ..................
................................................................................
........................................... ....................................
................................................................................
......................... ...............
Would you suggest any improvement?
................................................................................
........................................................... ....................
................................................................................
....................................... ........................................
................................................................................
................... ..................
Customer perception about services provide by Canara bank
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Chapter 6 References & Bibliography

References & Bibliography:Professional Banker. www.rbi.org

3. Economic times
1.
2.
4. www.canarabank.com
Customer perception about services provide by Canara bank Page 60

5. www.google.com 6. www.moneycontrol.com
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