Professional Documents
Culture Documents
A REPORT
ON
2
Table of Content:
S.No Particulars
1 Executive Summary
2 Preface
3 Certificate of Authenticity
4 Acknowledgement
5 Objective
6 Data Collection
7 Research Methodology and Data base
8 Introduction of the Company
8.1 Bank of Baroda at Civil Lines Allahabad
8.2 Heritage & Ethics of Bank of Baroda
8.3 International Presences
8.4 BOB Mission
8.5 History of the Company
8.6 Management (Board of Director)
9 Services at BOB
10 Subsidiaries of BOB
11 Strategic Initiative 2009
12 Job Done in BOB
13 E-Banking Product of BOB
14 Advantage of E-Banking
15 Definitions of ATM
15.1 Eligibility of ATM Debit Card
15.1(a) ATM Debit Card Can not be Issued
15.2 The Indian ATM Industry
15.3 ATM Networks
15.4 Inter Connectivity of ATM Networks
15.5 BOB Debit Card
15.5.1 Meaning of BOB Debit Card
15.5.1(a) Activation
15.5.1(b) Obligation of Card Holder‘s
15.5.2 Features of International Debit Card
15.5.3 ATM Usage
15.5.4 Merchant Establishment Usage
15.5.5 International Usage
3
15.5.6 Fees
15.5.7 Lost or Stolen Card
15.5.8 Disclosure of Information
15.5.9 Insurance
15.5.10 Statements & Records
15.5.11 Disputes
15.5.12 General
15.5.13 Limitation of Bank‘s Liability
15.5.14 Termination
15.6 Advantage of ATM Debit Card
15.7 Revised Fees Structure for ATM
15.8 ATM Operational Issue
16 Material Consumer Satisfaction Level
16.1 Fees Charged
16.2 Problem faced
16.3 Post Purchase Behavior
17 Overall Material Customer Satisfaction level
18 Abstract Customer Satisfaction Level
18.1 Factor Affecting Choice of ATM
18.2 ATM is most Often Used
19 Introduction to Baroda Connect
19(a) Fund Transfer Limit
19(b) Facilities from Baroda Connect
19.1 Baroda Connect Services Offered
19.2 Advances of Baroda Connect
19.3 Brief about Longing in
19.4 How to use the Facility
19.5 Brief about Password
19.5.1 Security of Password
19.5.2 Phishing
19.5.3 Other Important Security Tips
19.6 Charges
19.7 Issues Impacting E-Banking Services
19.7.1 E-Banking Risks
19.7.2 Operational/technological Risks
19.7.3 Transactional or Operational Risks
19.7.4 Credit Risks
19.7.5 Market Risks
19.7.6 Compliance or Legal Risks
19.7.7 Strategic Risks
4
19.7.8 Reputation Risks
20 10 Tips for Safe Online Banking
21 Phone Banking
22 Baroda e Tax
23 Pay UP Commercial Tax
24 Baroda e Trading
25 Baroda Rapid Fund2India
26 Baroda Remit Xpress
27 Western Union Money transfer
28 Online RTGS/ NEFT
29 Assets
29.1 Non Performing Assets
30 Liabilities
30.1 Capital
30.2 Reserve & Surplus
30.3 Deposits
30.4 Borrowings
31 Ratio Analysis
31.1 Profitability Ratio
31.2 Efficiency Ratio
31.3 Assets Quality Ratio
32 Performance Highlights
33 Findings & Suggestion
34 Conclusion
35 Bibliography
5
1 Executive Summary
This project is intended to help those people who want to study the solving the
customer complaints regarding Baroda Connect and Atm- cum Debit card and their
implications Bank of Baroda. In this project I have tried to give some
recommendation best of my knowledge so I have tried to cover almost all aspect of
Bank of Baroda. In this project am using BOB as the abbreviation of BANK OF
BARODA.
6
2 Preface
Summer project is one of the essential parts towards the partial fulfillment of the
requirement of two year full time PGDM programme. In this line I had an
opportunity to undergo practical training of two months in Bank of Baroda which
is a financial and banking Industry.
This project was undertaken to study vital aspect of Atm & Net banking Sercular
of the company with physical verification and verification of the serculars. This
project is divided in two parts. First I will discuss how I have studied the
complaints of Atm & Net banking and secondly I will discuss how I have
investigated and verified the financial ratio of the company.
I visited the different BOB Atm and collect all the information through the people
who use the Atm. Atm machine is working properly or not, People inserted card
properly, and cheack the collect cash from customer is to be same at the time of
widthdrawal by the customer.
7
3 Certificate of Authenticity
This is certify that the project work was done on “Customer‟s complaints
pertaining to technology such as Baroda Connect and ATM- cum Debit Card
including short comings in the present system and strategy for removing the
carried out by me at „Bank of Baroda Civil Lines Allahabad‟. I declare that the
form and the content of the above mentioned project are original and have not been
submitted in part or full, for any other degree or diploma of this or any other
Mohd.Arish
PGDM 2009-11
Roll- 40118
Section- B
8
4 ACKNOWLEDGEMENT
9
Who were always available for my support and important guidance. They were
source of Motivation and guidance for me.
10
5 OBJECTIVE
Identify the risks and risk management practices associated with e-banking
activities. Provide standardized guidance to examiners on e-banking reviews.
This study has been developed for those of you who are keen to acquiresome basic
but key information about Banking industry as an initial step towardsbecoming a
more informed individual. I hope this module will act as a meansof satisfying some
of your initial queries on this industry.
The paper aims to examine the scenario of ATM in banks. In this broader
framework, an attempt is made to achieve the following specific objectives:
To analyze the present ATM facilities
To examine the factors affecting the choice of ATM.
To examine the impact of ATM on customer satisfaction by appraising the
problems faced by the customers.
To analyze the post purchase behavior of customers regarding the different
banks under study.
11
6 DATA COLLECTION
Primary data has been collected through questionnaire. A sample size of 100
respondents
The customer satisfaction level has been analyzed in two terms i.e. material
customer satisfaction (MCS) level and abstract customer satisfaction (ACS) level.
Customer satisfaction in material sense denotes the aggregate position of the banks
in terms of fee charged, frequency with which problems are faced and post
purchase behavior of the customers. In abstract sense, customer satisfaction level
denotes the position of the banks in terms of post purchase behavior, the efficiency
of facilities provided and the example of others using the ATM of the same bank.
The present study is of analytical and exploratory nature. Accordingly, the use has
been made of primary as well as secondary data. The secondary data have been
collected mainly from RBI monthly bulletins, Financial Express political weekly,
various newspapers and other literature available in the field. To know the
problems of ATM structured questionnaires have been used to collect the data
from customers using ATM services.
12
8 INTRODUCTION OF THE COMPANY
The Bank of Baroda is established in the year 1908 in Baroda. Ever since its
inception, the bank has been growing and expanding its branches successfully. At
the turn of a century, the bank has its presence in 25 countries across the world.
Bank of Baroda has progressively taken a step towards commitment and values by
providing uncompromising standards of service to its customers, stakeholders,
employees and the like.
Bank of Baroda is the 3rd largest bank in India, after State Bank of India and
Punjab National Bank and ahead of ICICI Bank. BOB has total assets in excess of
Rs. 2.27 lakhcrores, or Rs. 2,274 billion, a network of over 3000 branches and
offices, and about 1100+ ATMs. It offers a wide range of banking products and
financial services to corporate and retail customers through a variety of delivery
channels and through its nationalize subsidiaries and affiliates in the areas of
investment banking, credit cards and asset management.
Maharajah of Baroda Sir SayajiraoGaekwad III founded the bank on July 20, 1908
in the princely state of Baroda, in Gujarat. The bank, along with 13 other major
commercial banks of India, was nationalized on 19 July 1969, by the Government
of India.
13
8.1BANK OF BARODA at Civil Lines ALLAHABAD:
Bank of Baroda Civil Lines at Sangam city Allahabad is the First & Oldest branch
of the city, established in 1964, became Main Branch of Allahabad.
Later on with growth of Banking Industry Bank of Baroda also expanded and
became Lead Bank of Allahabad District, having 13 branches in the city &
Approximately 90-95 branches in Allahabad Region along with its Regional Office
of Allahabad headed by AGM rank Officer.
1) Deposits
2) Advances
14
8.2 Heritage & Ethics of Bank of Baroda:
The Bank of Baroda was started on 20th July 1908 under the Companies Act of
1887. The initial capital invested was Rs. 10 Lakhs. The Maharaja was none other
than Sayaji Rao Gaekwad who, with his visionary insight, planned the beginning
of a reputed journey which over the years, came to be known as the Bank of
Baroda.
It is interesting to note that during the period of 1913 to 1917; almost 87 banks in
India succumbed to a financial crisis. However, the Bank of Baroda survived the
economic depression by dint of its financial integrity, business prudence and
concern uncompromising concern about its customers and clients. This has
transcended down to the present ages and has become the motto of the bank.
15
8.3 INTERNATIONAL PRESENCES:
In its international expansion Bank of Baroda followed the Indian diaspora, and
especially that of the Gujaratis. It has significant international presence with a
network of 72 offices in 25 countries, six subsidiaries, and four representative
offices.
Among Bank of Baroda‘s 42 overseas branches are ones in the world‘s major
financial centers i.e. New York, London, Dubai, Hong Kong (which it has
upgraded recently), Brussels and Singapore, as well as a number in other countries.
The bank is engaged in retail banking via 17 branches of subsidiaries in Botswana,
Guyana, Kenya, Tanzania, and Uganda. Bank of Baroda also has a joint-venture
bank in Zambia with nine branches. Bank of Baroda maintains representative
offices in Malaysia, China, Thailand, and Australia. It plans to upgrade its offices
in China and Malaysia shortly to a branch and joint-venture, respectively.
Bank of Baroda has received permission or in principle approval from host country
regulators to open new offices in Trinidad and Tobago and Ghana, where it is
seeking to establish joint ventures or subsidiaries. The bank has received Reserve
Bank of India approval to open offices in the Maldives, and New Zealand. It is
seeking approval for operations in Bahrain, South Africa, Kuwait, Mozambique,
and Qatar and is establishing offices in Canada, New Zealand, Sri Lanka,
Bahrain,Saudi Arabia, and Russia. It also has plans to extend its existing operations
in the United Kingdom, the United Arab Emirates, and Botswana.
16
8.4 BOB MISSION
17
8.5 HISTORY OF THE COMPANY
1908-1958
1960s
1961: BOB merged in New Citizen Bank of India. This merger helped it
increase its branch network in Maharashtra.
18
1970s and 1980s
BOB, Union Bank of India and Indian Bank established IUB International
Finance, a licensed deposit taker, in Hong Kong. Each of the three banks
took an equal share.
1985: BOB (20%), Bank of India (20%), Central Bank of India (20%) and
ZIMCO (Zambian government; 40%) established Indo-Zambia Bank
(Lusaka).
1988: BOB acquired Traders Bank, which had a branch network in Delhi.
1990s
1990: BOB opened an OBU in Mauritius, but closed its representative office
in Sydney.
1991: BOB took over the London branches of Union Bank of India and
Punjab & Sind Bank (P&S). P&S‘s branch had been established before 1970
and Union Bank‘s after 1980. The Reserve Bank of India ordered the
takeover of the two following the banks‘ involvement in the Sethia fraud in
1987 and subsequent losses.
1992 BOB incorporated its operations in Kenya into a local subsidiary with
a small tranche of shares quoted on the Nairobi Stock Exchange.
1993: BOB closed its OBU in Bahrain.
19
1996: BOB Bank entered the capital market in December with an Initial
Public Offering (IPO). The Government of India is still the largest
shareholder, owning 66% of the bank‘s equity.
1997: BOB opened a branch in Durban.
1998: BOB bought out its partners in IUB International Finance in Hong
Kong. Apparently this was a response to regulatory changes following Hong
Kong‘s reversion to the People‘s Republic of China. The now wholly owned
subsidiary became Bank of Baroda (Hong Kong), a restricted license bank.
2000s
2005: The Reserve Bank of India (RBI) has approved a joint venture
between BOB, Bank of Maharashtra (BOM), and Oriental Bank of
Commerce (OBC) to set up a bank in Malaysia. The new bank will reside in
Kuala Lumpur, which has a large population of Indians. The initial capital
required will be US$78 million; BOB will invest 40%, and the other two
banks will invest 30% each. The JV is awaiting approval from the Malaysian
Central Bank. Bank has built and commissioned its own State-of-the-Art
Global Data Centre (DC) in Mumbai for running its centralized banking
20
solution(CBS) and other applications in 1900+ branches across India and 20
other counties where the Bank is operating.
21
8.6 Board of Director‟s
Name Designation
22
9 SERVICES at BOB
Apart from the Loans, Deposits, Credit and Debit Cards, Bank of Baroda offers
other services to make financial dealings easy and convenient.
Demat
Baroda health
Remittances(baroda money express)
Collection services
ECS(electronic clearing services)
Government business(PPF , tax collection and savings bonds)
RTGS/NEFT
Baroda e Tax
Pay UP Commercial Tax
Phone Banking
Depository services
Baroda Rapidfunds2India
Baroda Remit Xpress
Western Union money transfer
Baroda e-Shoppe
Baroda easy pay
Booking Rail tickets
E-Tax Services
Temple Donation
23
10 BOB‟s SUBSIDIERIS
Domestic
o Bobcards Ltd.
o BOB capital markets Ltd.
o Nanital bank Ltd.
Overseas
24
11 Strategic Initiative 2009
The Bank launched several new IT products and services such as Phone
Banking, Corporate Cash Management System, Payment Messaging
Solution and Global Treasury.
The Bank took many initiatives introducing new products both on assets and
liability sides during 2008-09 such as Loan for Earnest Money Deposit,
Baroda Additional Assured Advance to NRIs, Baroda Bachat Mitra etc.
In its role as a partner to the rural development, the Bank, besides meeting
all its credit deployment targets, established four Baroda Swarojgar Vikas
Sansthan during the year 2008-09 for imparting training to the unemployed
youth and facilitating their gainful self-employment.
25
12 JOB DONE IN BOB:
1. Canvassing above services among Customers.
26
13 E-Banking Product of BOB
1) ATM and Debit card
2) Baroda Connect
a) Transaction processing & inquiry for Retail &
Corporate customer
b) Baroda e-Shoppe
c) Baroda easy pay
d) Booking Rail tickets
e) E-Tax Services
f) Online RTGS/NEFT
g) Temple Donation
3) Phone Banking
4) Depository services
5) Baroda Rapidfunds2India
6) Baroda Remit Xpress
7) Western Union money transfer
27
14 Advantage of E-Banking
28
29
15 DEFNEATION OF ATM
ATM means neither “avoids traveling with money” nor “any time money,” but
certainly implies both. Slim ATM cards are fast replacing confounding withdrawal
forms as a convenient way of getting your money from banks. In a way, they are
rewriting the rules of financial transaction. A smart person no longer needs to carry
a wallet-full of paper money on his person. All he needs to do is fish out an ATM
(automated teller machine) card, insert it in the slot, punch in a few details and go
home with hard cash.
30
15.1 Elgibility of ATM DEBIT CARD
4. Minors of 15 years of age and above maintaining Saving Bank account in his
individual name with operational instruction as ―Self‖. (not through father &
natural guardian).
31
15.1(a) ATM DEBIT CARD Can not be Issued
32
15.4 ATM NETWORKS
The ATMs of a bank are connected to the accounting platform of the bank through
ATM switches. Inter-bank ATM networks are created by setting up apex level
switches to communicate between the ATM switches of different banks. The inter-
bank ATM networks facilitate the use of ATM cards of one bank at the ATM(s) of
other banks for basic services like cash withdrawal and balance enquiry. Banks
owning the ATMs charge a fee for providing the ATM facility to the customers of
other banks. The ATM deploying bank from the card issuing banks recovers this
fee referred to as ‗interchange fee‘. However the interchange fee is not fixed across
banks and depends on the terms of bilateral / multilateral arrangements. Banks with
larger ATM network treat interchange fee as an important stream of revenue.
33
15.6 BOB DEBIT CARD
The Bank of Baroda International Debit Card is accepted at over 50000 Visa
Electron ATMs in India and 1000000 ATMs worldwide. The card is also accepted
at any 350000 merchant outlets in India and around 29 millions globally. The card
enables you to enjoy the convenience of cash-less purchasing power without the
fear of overdrawing your account.
Key Benefits
Take advantage of the most widely accepted card and be able to withdraw
from any ATM displaying the VISA logo, in India and abroad.
At VISA Electron merchant shops, it can also serve as your electronic purse,
and money gets debited instantly from your account, as you pay.
The Card allows you to get mini-statements from Bank of Baroda ATMs, or
to check the balance in your account, avoiding visits to even our nearest
branches.
1. The ―Bank‖, means Bank of Baroda, a body corporate constituted by and under
the Banking Companies (Acquisition and transfer of undertakings) Act, 1970
and having its Head Office at Mandvi, Baroda.
3. ―Cardholder‖ means the approved Customer who has requested for the Card
upon his/her undertaking to abide by the terms and conditions herein and who
has been issued the Card and who is authorized/has the necessary mandate to
hold and use the Card. Cardholder is referred to as ―you‖, ―your‖, ‖him‖ or
similar pronouns and all reference to the card holder in the masculine gender
will also include the feminine gender. Words in plural shall also mean and
include those in singular and vice versa.
34
4. ―Account(s)‖ means the Cardholder‘s Savings or Current Accounts that have
been designated by the Bank to be eligible account(s) for valid operations of the
Debit Card. The Cardholder should be either the accountholder or sole
signatory or authorized to act alone/individually when there are more than one
account holders/signatories.
5. ―Primary Account‖ shall mean in case of multiple accounts linked to the Card,
the account that has been designated as being the main/first account of
operation i.e. the account from which purchase transactions, cash withdrawals,
charges and fees related to the card are debited.
10. ―Shared Network,‖ means network of ATMs other than Bank of Baroda ATMs
where VISA cards are accepted.
11. ―Transaction‖ means any instruction given, by a Cardholder by using his Card
directly or indirectly, to the Bank to effect action/transaction on/in the account.
35
and the balance on that date. It may also include any other information that
Bank may deem fit to include.
14. ―Merchant‖ or ―Merchant Establishment‖ shall mean establishments wherever
located which accept/honour the Card and shall include amongst others airline
organizations, railways, petrol pumps, shops, stores, restaurants etc. advertised
by the Bank from time to time.
16. ―Valid Charges‖ means charges incurred by the Card Holder for purchase of
goods or services on the card or any other charge as may be included by the
Bank from time to time for the purpose of this product.
17. ―VISA Electron‖ means a trademark owned by and normally associated with
VISA International.
18. ―VISA/Plus ATM Network‖ means ATMs that honour the Debit Card and that
display the VISA/Plus or Electron Symbols.
19. ―Force Majeure Event‖ means any event such as fire, earth quake, flood,
epidemic, strike, lockout, labour controversy, industrial disputes, riot, civil
disturbance, war, civil commotion, natural disasters, acts of God, failure or
delay of any transportation agency, or any other furnisher of essential supplies
or other facilities, omissions and acts of public authorities preventing or
delaying performance of obligation relating to acts of public authorities
including changes in Law, or other regulatory authority acts beyond the control
of the Bank, or for any other reasons which cannot reasonably be
forecast/foreseen or provided against, and which cannot be predicted by men of
ordinary prudence.
36
21. ―Technical Problem‖ include any problems and difficulties arising due to the
power and electricity failure, computer errors, programming errors, software or
hardware errors, computer breakdown, non-availability of Inter-net
connections, communication problems between the Bank‘s server and ATM
network, shutting down of the Bank‘s servers, no availability of links,
corruption of the computer software, problems in ATM or any other Service
Providers infrastructure and telecommunication network, problems in any other
telecommunication network and any other technology related problems.
15.5.1(a) Activation:
i) The Card sent to you needs to be activated at ATM prior to its use at any other
device. The Card can be activated through first utilization of the PIN for PIN
change at any of the Bank‘s ATMs.
i) The issue and use of the Card shall be subject to the rules and regulations in
force from time to time as issued by Bank of Baroda, Reserve Bank of India .
ii) The Card shall be valid only for transaction options, as permitted by the Bank
from time to time in India and abroad, at Bank of Baroda ATMs, ATMs of
other banks, which are members of VISA/Plus network and VISA Electron
Point-of Sale swipe terminals at Merchant Establishments from time to time.
iii) The Card is not transferable or assignable by the Cardholder under any
circumstances.
iv) The Card is and will be the property of Bank of Baroda at all times and shall be
returned to the Bank immediately upon Bank‘s request unconditionally. The
Cardholder is requested to ensure that the identity of the Bank‘s officer is
established before handing over the Card.
37
vi) The PIN issued to the Cardholder for use with the Card or any numbers chosen
by the Cardholder as a PIN shall be known only to the Cardholder and are for
his personal use and are strictly confidential. A written record of the PIN should
not be kept in any form, place or manner that may facilitate its use by a third
party. The PIN should not be disclosed to any third party, including the staff of
the Bank or to merchant establishments, under any circumstances or by any
means whether voluntary or otherwise.
viii) The Cardholder shall maintain, at all times, such minimum balance in his
account as the Bank may decide from time to time, and the Bank may at its
discretion, levy such penal or service charges as per Bank‘s rules from time to
time and/or withdraw the Card Facility, if at any time the amount of balance
falls short of the required minimum as aforesaid, without giving any further
notice to the Cardholder and/or without incurring any liability of responsibility
whatsoever by reason of such withdrawal.
ix) The Cardholder should not use or attempt to use the Card without sufficient
funds in the card account. In the event of payment/debit made in excess of the
balance available in the Cardholder/s card account/s for any reason whatsoever,
the Cardholder undertakes to repay such overdrawn amount together with the
interest 18% p.a. or as applicable from time to time and charges that may be
debited by the
Bank with in –3- days of such overdrawn amount. This will be in addition to the
cancellation of the card at the discretion of the Bank & for any other action
which Bank may deem fit.
x) The Bank shall have the right of set off and lien irrespective of any other lien or
charge, present as well as future on the balances held in the Cardholder primary
and/or secondary account/s or in any other account whether in single name or
joint names to the extent of all outstanding dues, whatsoever, arising as a result
of services extended to and/or used by the Cardholder. The cardholder hereby
38
authorizes the Bank or its agent to recover all dues from any of the accounts of
the cardholder with the Bank.
xi) The Cardholder will in all circumstances accept & be responsible for
transactions effected by the use of the card, whether authorised by the
Cardholder or not, and shall indemnify the Bank against any loss or damage
caused by an unauthorized use of the Card or related PIN, including any penal
action arising there from on account of any violation of RBI guidelines or rules
framed under the FEMA 1999 or any other law being in force in India and/or
any other country/state continent/territory wherever located in the world at the
time, notwithstanding the termination of this agreement.
xii) In case of joint account, where only one card is issued to a joint account
holder, the other joint account holder/s shall expressly agree with and give
consent on the application form for issue of the card. If more than one person
sign or agree to be bound by these terms and conditions, the obligation of such
persons hereunder will be joint and several and as the context may require. Any
notice to any such person will be deemed as an effective notification to all such
persons: -
(a) In case any of the joint account holder/s gives ―STOP OPERATION‖
instructions, no operations will be allowed on such Card account/s through the
use of the Card. Anyone or more joint account holders only in respect of such
card accounts in which he/she is a joint account holder can give the ‗Stop
Payment‘ instructions.
(b) All the joint account holders shall jointly instruct the Bank to revoke ― Stop
Payment Instructions‖
xiii) The Cardholder is requested to note that the Card is valid upto the last day of
the month/year indicated on the Card. The renewed Card shall be sent by the
Bank before the expiry of the Card at the discretion of the Bank, upon
evaluation of the conduct of the account. The Bank reserves the sole right of
renewing the Card account on expiry. The Cardholder undertakes to destroy the
expired debit card by cutting it into several pieces.
xiv) The Cardholder is required to verify statement of account / get passbook of his
Account updated from the branch where he is maintaining his Card Account at
least once in a month.
39
xv) The Cardholder shall inform the Bank in writing within—7-- days from the
statement date or from the date of completion of his passbook of any
irregularities or discrepancies that exist in the transaction details at an
ATM/Merchant Establishment. If no such notice is received during this time,
the Bank will assume the correctness of both the transactions and the statement
of account/passbook.
(a) Withdrawal of cash by the Cardholder from his card account upto a stipulated
number of occasions and limit during the cycle of 24 hours, as may be
prescribed, by the Bank from time to time.
ii) AT Bank of Baroda Cash Dispensers and ATMs of other banks which are
members of VISA/Plus network the following facilities shall be offered, which
are subject to change from time to time without any prior notice: -
(i) Withdrawal of cash by the Cardholder from his card account upto a stipulated
number of occasions and limit during the cycle of 24 hours, as may be
prescribed, by the Bank from time to time.
40
iv) The Cardholder is advised to change the PIN immediately through the relevant
menu option in Bank ATM and he is also advised to keep the PIN changing at
the frequent intervals. If the Cardholder forgets the PIN, he shall apply to the
Bank for the regeneration of the PIN. The Bank shall send the new PIN directly
to Cardholder‘s registered address with the Bank. New PIN may be issued at
the sole discretion of the Bank, upon request in writing and payment of the
requisite fee
v) The Bank may from time to time, at its discretion, tie up with various agencies
to offer various features on Debit Cards. All these features would be on best
efforts basis only. The Bank does not guarantee or warranty the efficacy,
efficiency, and usefulness of any of the products or services offered by any
service providers/merchants/ outlets/agencies. Dispute, if any, would have to be
taken up with the merchant/agency, etc directly and solely i.e. without
involving the Bank in any manner.
i) The Card is accepted at Bank of Baroda‘s ATM network and at VISA/Visa Plus
ATMs in India and abroad.
iii) For all cash withdrawals, cheque/cash deposits (wherever provided) at Bank‘s
ATMs, any statements/receipts issued by the ATM at the time of deposit or
withdrawal shall be deemed conclusive, unless verified and intimated otherwise
by the Bank. Any such verification shall be final and conclusive and verified
amount will be binding on the Cardholder.
iv) The Bank will not be liable for any failure, due to technical problems or Force
Majeure Events, to provide any service or to perform any obligation there
under; nor for any delayed debits, if any, and the consequences thereof.
41
v) Bank will not be liable for any consequential or indirect loss or damage arising
from or related to loss/use of the Card and/or related PIN, howsoever caused.
ii) The Card will be accepted only at Merchant Establishments that have any EDC
swipe terminals. Any usage of the Card other than electronic use will be
deemed unauthorized and the Cardholder will be solely responsible for such
transactions. Please note that PIN is not required for use of the Card at EDC
machines at Merchant Establishments.
iii) The Cardholder is required to sign the sales slip and retain a copy of the same
whenever the Card is used at merchant establishments. Bank will not furnish
copies of the sales slip. Any sales slip not personally signed by the Cardholder
but which can be proven, as being authorised by him, will be deemed to be his
liability.
iv)The Card is accepted at any of VISA Electron Card merchant outlets worldwide.
Bank will not accept any responsibility for any dealings the merchant may have
with the Cardholder, including but not limited to the supply of goods and
services so availed or offered. If Cardholder has any complaint relating to any
VISA Electron merchant establishment, he should resolve the matter with the
merchant establishment and failure to do so will not relieve him from any
obligation to the Bank.
v) Bank accepts no responsibility for any charges over and above the value/cost of
transactions levied by any merchant establishment and debited to Cardholder‘s
account along with the transaction amount.
vi) A purchase and a subsequent credit for cancellation of goods/services are two
separate transactions. The refund will only be credited into Cardholder‘s
Account (less cancellation charges) as and when it is received from the
42
merchant. Unlike debit transactions, credit transactions are not given effect
online, hence if the credit is not posted in the account within –30- days from the
day of refund, the Cardholder will notify the Bank, along with a copy of the
credit note from the merchant.
viii) The Card is not to be used at Hotels during check-in for ―blocking the
amount‖ as done for credit cards and also at other merchant establishments
where advance payment is required even before completion of the purchase
transactions or services.
ix) The Card should not be used for any Mail order/Phone/Inter-net purchases and
any such usages will be considered unauthorized and the Cardholder shall be
solely responsible.
xi) The Cardholder agrees to use Card upto a stipulated number of occasions
and/or upto an amount limited for a cycle of 24 hours, as may be prescribed by
the Bank from time to time.
i) The Card is NOT VALID for foreign currency transactions in Nepal & Bhutan.
(i.e. in any currency that is not the local currency or the Indian Rupee).
ii) The Cardholder is required to use the Card strictly in accordance with the
Exchange Control Regulations of Reserve Bank of India. In the event of failure
to comply with the same, the Cardholder is liable for action under Foreign
Exchange Management Act 1999 and may be debarred from holding the Card
from the Bank either at the instance of the Bank or that of the RBI. The
Cardholder shall indemnify and hold Bank harmless from and against any/all
43
consequences arising from his not complying with Exchange Control
Regulations of RBI.
iii) The Bank shall be under no liability whatsoever and shall be deemed to be
indemnified in respect of a loss or damage arising directly or indirectly out of
the decline of a charge caused by the Cardholder having exceeded the foreign
exchange entitlements as prescribed by RBI as issued from time to time.
iv) The card may be used, within the foreign exchange entitlements, as stipulated
by RBI from time to time, by Cardholders going abroad for bonafide personal
expenses, provided the total exchange drawn during the trip abroad does not
exceed the entitlement. Import of goods, so purchased abroad, into India would
be governed by the baggage rules/ EXIM policy or any other rules in force. The
entitlement of exchange should be ascertained prior to the trip from the
authorised dealer branches of the Bank. The card cannot be used for effecting
remittances for which the release of exchange is not permissible under the
extant rules.
v) Non-resident Indians can hold the internationally valid debit card, provided all
dues arising out of its use in India/abroad are met out of an NRE account held
with the Bank.
vi) The Cardholder agrees that every transaction for withdrawal of foreign
currency will attract a service fee stipulated by the Bank. The service fee is
liable to be changed without notice.
vii) The exchange rate used for all foreign currency transactions will be decided by
the Bank/VISA and will be binding on the Cardholder.
15.5.6 FEES
i) Bank‘s Debit Card is currently offered free of charge to primary account holder
and to ONE joint account holder. However, Bank reserves the right to levy the
fees at a later date without prior notice. Such fees, if and so levied, will be
debited to Cardholder‘s primary account on the Cardholder‘s approval / renewal
at Bank‘s discretion. These fees are not refundable. Charges for other services
will be debited at prevailing rates.
44
ii) Transaction fees for cash withdrawals/balance enquiry wherever applicable, will
be debited to the account at the time of posting the Cash Withdrawal/balance
enquiry.
iii) All charges incurred in foreign currency will be debited in the account in Indian
Rupees.
iv) The charges for usage of the Debit Card may be revised/changed by the Bank
from time to time without prior intimation to the individual Cardholder.
I) If the Card is lost or stolen, the Cardholder must report the loss to the Bank in
India immediately for hot listing the Card. Though the loss or theft may be
reported by means of the 24 hours Customer Service, at his own expenses, the
Cardholder must confirm the same in writing to the Bank as soon as possible .A
copy of the acknowledged police complaint must accompany the said written
confirmation.
ii) If the Cardholder loses his card overseas, he may either follow the above
procedure or may report the loss through the VISA Global Emergency
Assistance (VGEA) help lines. In case the Cardholder uses the VGEA services,
then the charges for the usage of such services shall be borne by the Cardholder.
iii) Cardholder is protected from any financial liability, after the loss/theft is
reported to the Bank, arising from any purchase transaction done on his card
from the time card holder reports the loss to the Bank & gets confirmation.
However, NO SUCH COVERAGE will be available on the CASH withdrawals
done through ATMs as such transactions are governed by PIN, which is
confidential to Cardholder only.
iv) The Cardholder agrees to indemnify the Bank fully against any liability (civil or
criminal), loss, cost, expenses or damages that may arise due to loss or misuse
of the Card in the event that it is lost and not reported to the Bank or lost and
misused before it is reported to the Bank.
v) The replacement card may be issued at the sole discretion of the Bank after the
receipt of written request and upon payment of requisite fees, provided the
Cardholder has, in all respects, complied with the terms and conditions.
45
vi) If the lost/stolen card is subsequently recovered, the Cardholder shall not use
the same but destroy the Card by cutting it into several pieces through the
magnetic strip.
ii) The Bank reserves the right to disclose, in strict confidence, to regulatory and
other authorities and institutes, such information concerning the Cardholder‘s
account as may be necessary or appropriate in connection with its participation
in any Electronic Fund Transfer Network.
iii) The Bank also reserves the right to disclose customer information to any court
of competent jurisdiction, quasi-judicial authorities, law enforcement agencies
and any other wing of Central or State Government.
iv) The Bank reserves the right (but shall not be obliged) to report to the RBI,
expenditure undertaken by its Cardholders, in foreign currencies to ensure that
the Basic Travel
15.5.9 Insurance
i) The insurance benefit/s as and when provided on the card will be available to the
Cardholders as per the terms of the relevant insurance policy in force and only
so long as you are and remain a Cardholder of the Bank with your accounts
conduct being deemed satisfactory. In the event of Card and/or account facility
being terminated for whatsoever reason, the benefit of such insurance cover
shall automatically and ipso facto cease to be available from the date of
cessation of membership.
ii) The Zero Lost Card Liability insurance coverage is provided to Cardholders by
an insurance company, whose terms, conditions and decisions (for which Bank
46
is not liable) will apply. Please note that the insurance covers the liability of
misuse of loss/stolen card only after the date and time that cardholder reports
the loss/stolen event to the Bank and the same is acknowledged / confirmed by
the Bank.
iii) Bank does not hold any warranty and/or make representation about quality,
delivery of the cover, claim processing and settlement of the claim by the
insurance company, in any manner whatsoever.
iv)The insurance company may ask the Cardholder to submit additional documents
and/or information, as per the requirement of the claim.
v) Bank will not be liable for any delayed settlement of the claim.
ii) The Bank‘s record of transactions processed by the use of the Card shall be
conclusive and binding for all purposes.
15.5.11 Disputes
i) In case of purchase transactions, a sales slip with the signature of the Cardholder
together with the card number noted thereon should be conclusive evidence
between the Bank and the Cardholder as to the extent of the liability incurred by
the Cardholder. The Bank shall not be required to ensure that the Cardholder
has received the goods purchased/availed of the services to his satisfaction.
ii) The Bank shall make bonafide and reasonable efforts to resolve an aggrieved
Cardholder‘s disagreement with an applicable charge indicated in the account
statement/passbook or as otherwise determined by the customer within –45-
days of the receipt of notice of disagreement. If after such effort Bank
determines that the charge is correct, then it shall be deemed to be correct if not
advised otherwise by the Bank to the Cardholder.
iii)The Bank accepts no responsibility for the refusal of any establishment to honor
the Card whether due to technical reason or otherwise.
47
iv) This agreement will be construed in accordance with and governed by the laws
of India. All disputes are subject to the exclusive jurisdiction of the Courts of
Mumbai, India, irrespective of whether the application for issuance of card was
submitted to any branch of the Bank in India or whether any other Court may
have concurrent jurisdiction in the matter.
v) The Cardholder shall be liable for all the costs associated with the collection of
dues, and legal expenses.
15.5.12 GENERAL
i) The Cardholder will notify the Bank in writing of any change in his employment,
business and/or office or residential address and telephone numbers and email
ID where applicable.
ii) Any notice sent by the Bank by post will be deemed to have been received by
the Cardholder within –5- working days from the posting of the notice to the
address last given to Bank in writing by the Cardholder. Publication of changes
by such means as the Bank may consider appropriate will constitute effective
notice to the Cardholder thereof.
iii) The Bank reserves the right to add to, delete from or vary any of the terms and
conditions, policies, features and benefits upon notice, as described above, to
the Cardholder. Use of the Card after the date upon which any of these
alterations are to take effect will be taken to be evidence of the acceptance,
without reservation by the Cardholder of such changes.
v) The Bank reserves the right to launch the scheme for loyalty points for various
types of transactions and redeeming thereof. The scheme shall come into force
as per terms of notification as given by the Bank. The terms of the scheme shall
be in addition to and not in derogation to the terms and conditions of the card
herein.
48
vi) Super Savings bank &Premium Current Account customers will be able to
withdraw the amount or make purchases at POS (point of sale) only upto the
balance available in their Savings Account/Current Account and not upto the
balance available in savings and Fixed Deposit Components.
i) The Bank shall not be liable to the Customer or to any third party, for any loss or
damage suffered due to the following reasons: -
a) Any action carried out by the Bank, based upon the instructions of the Customer
by exercising due diligence and reasonable care.
b) Any action carried out by the Bank in good faith, based upon the instructions of
the customer.
c) Any unauthorized and illegal transactions occurring through the use of Bank
Account(s), which can be attributed to the fraudulent or negligent conduct of
the customer.
f) Failure of the customer to access the Bank account due to any Force Majeure
Event or any Technical Problems or any other reason beyond the control of the
Bank.
g) Failure of the customer to inform the Bank when the Customer‘s Bank account
is being illegally used by third parties for carrying out unauthorized and illegal
transactions.
h) Failure of the Customer to keep confidential and secure, PIN or any passwords,
keywords or other identification marks given to the Customer for operating of
the Bank account and/or card.
i) Failure of the Customer to inform the Bank regarding any changes in the
Customer‘s Personal information or Account information.
49
j) Violation of any foreign Law
k) Breach of any of the other terms and conditions stated herein by the Customer.
Under no circumstances shall the Bank be liable for any damages, whatsoever
whether such damages are direct, indirect, incidental, consequential and
irrespective of whether any claim is based on loss of revenue, investment,
production, goodwill, profit, interruption of business or any other loss of any
character of nature whatsoever and whether sustained by the Customer or any
other third party.
15.5.14 TERMINATION
i) The Bank reserves the right to cancel/ withdraw the Card or any of the other
services offered at any time without assigning any reason.
ii) If the Cardholder decides to close his account with the Bank, the Card(s) issued
with this account, as the primary account would automatically stand cancelled.
The Cardholder(s) must immediately cease to use the Card and destroy and
return all his/additional Cardholder‘s cards that are linked to this account. In
case any outstanding Card transactions that have not yet been debited to the
account, the same will be netted out from the balance prior to the Bank
returning the funds to him. In case account is closed, due to any reason
whatsoever, prior to debit of any outstanding Card transactions, Cardholder(s)
are liable to refund the amount along with the interest and charges applicable
from time to time.
iii) The Bank shall be entitled to terminate the Card facility with immediate effect
without notice and the Card shall be returned upon the occurrence of any of the
following events: -
a) Failure to comply with the terms and conditions herein set forth.
b) In the event of default under an agreement or commitment entered into with the
Bank.
50
Demise of the Cardholder
Verified by Visa (VBV) is an easy to use, secured online payment service provided
to you by Bank of Baroda that lets you shop securely online with Bank of Baroda
Visa Debit Card.
If you have a Bank of Baroda VISA debit card with CVV2, you need to
authenticate yourself with your Debit Card Number, ATM, PIN, and Card Expiry
Date and then create your personal 3D Secure VBV password. Thereafter, you can
continue online shopping on the merchant website. It is mandatory for you to
register for the service as per RBI guidelines with effect from 1st, August 2009.
51
15.6 Advantage of ATM/ Debit Card
Advantages of Debit Cards are :
– Debit Cards are Issued and Renewed - Free for Life Time (at present
10 years)
– Customers can withdraw Cash Anywhere - Anytime
– Maximum Rs15,000 per day & 4 times in a day
– Point of Sales Transactions for purchase of Goods and Services up to
Rs.25000/ per day
• Increase in number of txns of our ATMs will reduce the transaction cost of
the bank.
• To increase the hit rate , ALL active SB / CA / SOD / ODBOD accounts
should be to provide Debit Cards & customer to be educated for safe use of
the debit / ATM cards.
52
15.7 REVISED FEE STRUCTURE FOR ATMs
Services Charges
For use of own ATMs forany purpose Free (with immediate effect)
For use of other bank ATMs for balance enquiries Free (with immediate effect)
For use of other bank ATMs for cash withdrawal No bank shall increase the
charges prevailing as on
Dec.23 2007 Banks which
are charging more than
Rs.20 per transaction shall
reduce the charges to a
maximum of Rs.20 per
transaction by 31-Mar-08*
Free - with effect from April
1.2009
Providing relief to millions of users, the RBI has also said from April 1, 2009,
customers using the inter-bank ATMs (ATMs of other banks) for cash withdrawals
or balance enquiries will not be charged any fee. As of now, customers have to pay
Rs 50 as annual charges for using the ATM facility of their bank, while charges
ranging from Rs 20-Rs 50 per transaction are levied for the inter-bank ATM
transactions. Customers are also paying anything between Rs 10- Rs 20 for making
balance enquiries through inter bank ATMs.
53
15.8 ATM Operational Issue
• Online View the Card Status, PIN Status & Card History on your CBS PC
thru URL http://192.168.1.128:8081/brm
• Resolve the complaints about non receipt of Debit Cards and PINs
immediately
• The Debit Card and PIN mailer should be kept in lock and key in separate
custody of -2- different authorized officers.
• The cards and the PIN mailers should never be left on the working table
• To destroy the PIN mailer after proper recording at the branch in presence
of two officials.
54
• Report breakdown of ATM to Vendor, using Toll Free Number, maintain a
Register with names and phone numbers of all involved in ATM
servicing.
Material customer satisfaction level has been examined on the basis of three
variables i.e. reasonability of the fee charged, frequency with which problems are
faced and the post purchase behavior of the customers.
Fee charged by the banks is one of the variables taken for checking customer
satisfaction level. If customer feels that the fee charged by the bank is reasonable
then he is satisfied and vice-versa. Five degrees of reasonability have been taken
and they are coded as 5, 4, 3, 2, &1. There is direct relation between fee charged
and customer satisfaction.
55
16.3 Post Purchase Behavior
Post purchase behavior has been analyzed through two statements. If they are
agreeing with these statements then their customer satisfaction level is rated to be
high. There are five degrees for each statement and they are rated as 5,4,3,2 & 1
accordingly. Post purchase behavior has direct relation with customer satisfaction
level.
After considering all the elements of customer satisfaction they are combined
together to find out the overall customer satisfaction level in materialistic terms.
The overall customer satisfaction level is the combination of three parameters i.e.
fee charged, frequency of the problems faced and the post purchase behavior.
Abstract customer satisfaction level has been examined through the deep study of
the various parameters of customer satisfaction. Three parameters have been
chosen for this purpose i.e. factors affecting choice of ATM, the purpose for which
ATM is often used and the problems faced while using ATM.
While choosing ATM of a particular bank customer takes care of some things.
They are known as factors affecting the choice of ATM.
56
18.2 The purpose for which ATM is most often used
ATM does not mean the plastic card and PIN (Personal Identification Number) but
the services for which you can use it are the most important part. These services
are cash/cheque deposit, fast cash withdrawal, view account balances & mini
statements and request a chequebook or account statement.
Among all the factors affecting example of others is one, which is the clear
indicator of the customer satisfaction. People will purchase ATM of a
particular bank on the basis of other‟s example if customers using it
previously are satisfied.
57
58
59
19 Introduction to Baroda Connect
Baroda Connect Portal is secured with 128 bit SSL (duly certified by VeriSign).
This will ensure that all your sensitive information will be encrypted and then only
travel on the public network. Thus it will be safe to use this portal.
Retail User
Per Trans.
Per day Unlimited in self Self a/cs 3rd Party a/cs
Weekly linked A/C‘s for 500000 50000
Monthly Retail Users 1000000 100000
Yearly BCC:BR:101:338 4000000 400000
Max. Trans. Per Dated 19.11.09 10000000 1000000
day 60000000 6000000
No restriction No restriction
60
19(b) Facilities from Baroda Connect
Temple donation for Guruvayoor Sri Krishna Temple- Kerala & Shirdi Sai
Baba Temple, Shirdi, Nathdwara Temple
61
19.2 Advantage of Baroda Connect
24 X 7 Online Any Time Anywhere Banking
Summarized view of all linked accounts
Online Inquiry
Saving of Time and energy
Transfer funds between self/linked and third party accounts
(within BOB)
Make requests
Alerts services SMS/email
Bills payment
A Unique user ID and password to be collected by you from the branch. Sign
On/Login and Transaction Password is necessary for self/linked funds transfer,
third party transfer and offline requests. Thereafter you will be enabled/activated.
If the logging in problem persists, then kindly contact Relationship Manager (at
branch) or send a mail.
Please ensure that all the instructions regarding password and its security (given
vide 3.0) are properly adhered to.
62
19.4 How to use the Facility
On Logging in, the home page appears, which will have various menu‘s as given
hereunder:
Accounts
Bills
Transfers
Requests
Mails
Alerts
Profile
Activity History
Modeling
In the Home Page itself, Accounts Summary is available. Accounts Summary will
give aggregate balances in respective Operative, Deposit, Loan Accounts which
will be currency wise also. Times Stamp will indicate the time and date as on
which, these balances have been fetched.
Further, you will get various alerts on this page such as Password Alerts.
63
19.5 BRIEF ABOUT PASSWORD
• While changing the password subsequently, user can‘t use any of the last 5
passwords. If not changed in 90 days, system will force to change the
password. However, we advise user to keep changing the passwords,
at a regular interval
64
19.5.1 SECURITY OF PASSWORD
Please note that your password(s) are of utmost importance in Internet Banking. It
is the only way to identify you, by the system. Therefore, its security is very
crucial and we advise you as under…
• You should change the passwords at a regular interval ( you will be forced
to change the password by the system, if you do not do so after 90
days ).
• Do not share your user name and password(s) to anybody, including bank
staff. ( Bank does not require your user id or password at any point of
time. So if you receive any communications asking for this
information please do not send your id and password(s).
• Do not use name of your spouse, children etc., as a password, since they
are very easy to crack. Further, avoid using important dates ( wedding
anniversary, birthdays of yourself/spouse/children etc.,) as your password.
Relatives name or date of birth or address in your password.
65
19.5.2 Phising
Customer‘s do not leave the computer unattended while they are accessing Internet
Banking services. Always type full URL i.e., address of the Internet Banking Web
site- For Ex: https://intl.bobibanking.com/intl/botswana/botswana.htm or add this
website in your favorites. This will avoid the need for typing the URL every time,
you Sign On and subsequent risk of scouting. Please ensure that https is used while
logging in. ‗s‘ indicates that this is secured site. You will always see a seeing this
lock symbol, check if your website address is correct.
Every time you log in, you are shown the time when you logged in last. If
you feel that, you did not Sign On at the time shown, get alerted
immediately. Change your passwords, check all the transactions and ensure
that nothing untoward has taken place.
Please ensure that antivirus on your PC is updated and thereby risk of virus
attacks can be reduced. However, antivirus can not check for spy wares. So
avoid downloading un wanted softwares from the unreliable websites.
The recommended browsers are:
66
Internet Explorer Version 5.5 and above
Netscape Navigator Version 7.1 and above available in the Login Page of
Browser settings is https://intl.bobibanking.com
As and when you have finished using Internet Banking, do not forget to log
out completely. Further close the window completely, after you log out.
Avoid closing the window abruptly, on usage.
Clear the browser cache regularly and to clear your browser cache in case of
Internet Explorer…
Go to ― Tools ―
Go to ―Internet Options ―
Select ―General‖
Click on ―Delete Files‖ at ―Temporary Internet Files‖
To clear your browser cache in case of Netscape Navigator…
Go to ―Netscape‖ or ―Edit‖
Go to ―Preferences‖
Select or double click on ―Advanced‖
Select ―Cache‖
Click on ―Clear Memory Cache‖ and ―Clear Disk Cache‖
19.6 CHARGES:
All Internet Banking facilities are offered ―free of cost‖ except for Stop Payment
charges.
However, the Bank reserves the right to charge any of the services, which may be
offered in future without any prior notice.
67
19.7 Issue Impacting E-Banking Services
Informational Website:
Transactional websites:
ISP 8% 7%
Retail 4% 4%
Insurance 2% 2%
Internet community 2% 2%
Telecom 2% <1%
Computer hardware 1% 1%
Government 1% 1%
Transportation <1% 1%
68
19.7.1 E-Banking Risks
69
19.7.2 Operational/ Technological Risks
70
19.7.3 Transcation or Operational Risks
Fraud
Processing errors
System disruptions
Other unanticipated events
71
19.7.6 Compliance & Legal Risks
Customer complaints
e.g. difficulty of use, poor help desk service, etc.
72
20 10 Tips to SAFE ONLINE Banking
• Secrecy of confidential data, like user ID/Password.
• Avoid accessing Net banking from cyber cafes.
• Files download be done only from trusted sites.
• Ensure to log off after use, not just close the browser.
• Open only legitimate websites, e-mails,and attachments.
• Never disclose personal information like use ID or password in e-
mails
• Last login and all transactions be checked regularly.
• Install latest Internet security suite, and keep it updated
• Never try to open the unknown e-mails.
• Ensure properly log off the system after use.
21 Phone Banking
Customers can dial Toll free number 1800-222-207, give Account Number
and TPIN and get information such as
– Account Balance Enquiry,
– Cheque Status,
– Request for Statement through FAX,
– Deposit Interest Rates,
– Forex rates,
73
– Location of Branches
The Product is to be marketed to ALL CUSTOMERS to reduce pressure
on Front Liners.
22 Baroda e Tax
• Direct Taxes-
– Income tax, Gift tax, Wealth Tax, Estate duty
– Security transaction tax, FBT,BCTT
– Law Garden branch Ahmedabad is focal branch for direct tax for
across the country.
• Indirect taxes:
– Excise duty / Service tax
– Custom duty
• New user can log in with TIN (trader identification no.) and 123 as password
& user will be prompted to change the pass word
• Next time user will log in with TIN & changed password.
74
• In CTD portal customer will input all required information & in banks,
select Bank of Baroda
• On making the payment thru CTD portal for UP taxes (VAT), user will be
redirected to Baroda connect portal.
• Customer will sign in to Baroda connect login password & will make the
payment with transaction password
• On successful payment, customer will get cyber receipt which he can print.
24 Baroda e Trading
2. Corporates to remit the fund in India from UK, UAE and Oman (for remitting
salary payments to their employees).
75
4. Instant credit to the beneficiary's account with Bank of Baroda branches in India
under the CBS network.
9. Easy, hassle free, instant credit to the beneficiary's account with Bank of
Baroda's CBS branches in India - with reverse confirmation to the
remitter/customer, through the remitting branch.
• This online service is bank-neutral, not requiring the remitters and the
recipients to have a bank account with the Bank.
76
27 Westren Union Money Transfer
• Online remittance facility with the help of Western union from abroad to
India.
• Remitter has to come with photo id & fill receive money form & tender
money.
77
78
28 Online RTGS/ NEFT
79
• RTGS is a payment system in which payments instructions between banks
(inter bank) are processed and settled :
80
ASSETS
81
29. Assets
Total assets increased by 26.66% to Rs. 2.27 bn at year-end fiscal 2009 from
Rs. 1.79 bn at year-end fiscal 2008.
The Cash balances have increased from Rs 93697.23 mn in the fiscal year
2008 to Rs 10593.43 mn in the fiscal year 2009.
There has been an increase in deposit outside India in the form of Bank
balances and Money at call from Rs 86020.43 mn in the fiscal year 2008 to
Rs 120873.58 mn in the fiscal year 2009.
82
29.1 Non-Performing Assets
Based on the criteria stipulated by the RBI NPAs are classified into:
Sub-standard,
Doubtful and
Loss assets.
83
30. LIBILITIES
84
30.1Capital
AUTHORISED CAPITAL
150,00,00,000 Equity Shares of Rs.10/- 1500,00,00 1500,00,00
each
ISSUED & SUBSCRIBED CAPITAL
36,70,00,000 Equity Shares of Rs.10/- 367,00,00 367,00,00
each (previous year 36,70,00,000/-
equity shares of Rs. 10/- each)
36,42,66,500 (Previous Year 364,26,65 364,26,64
36,42,66,400) Equity Shares of Rs.10
each including 19,60,00,000 Equity
Shares (Previous year 19,60,00,000
Equity Shares) amounting to Rs.196
crores held by Central Government
Add: Forfeited Shares 1,26,12 1,26,13
TOTAL 365,52,77 365,52,77
85
30.2RESERVE & SURPLUS increase16.77%
86
30.3 DEPOSITES increase 26.54%
As on 31st March, 2009 As on 31st March, 2008
Rs. Rs. Rs. Rs.
A. I Demand Deposits
i) From Banks 682,99,04 616,16,58
87
30.4 Borrowings increase 43.51%
88
RATIO ANALYSIS
89
31.1 Key Financial Indicators - Profitability Ratios
Sr. No. Particulars 31.03.2008 31.03.2009
1 Interest Income / Average 7.63% 7.78%
Working Funds (AWF)
2 Interest expenses / AWF 5.10% 5.14%
3 Net Interest Margin 2.90% 2.91%
4 Interest spread / AWF 2.53% 2.64%
5 Non-Interest Income / AWF 1.32% 1.42%
6 Operating expenses / AWF 1.96% 1.84%
7 Cost Income Ratio 50.89% 45.38%
8 Gross (Operating) profit / 1.89% 2.22%
AWF
9 Net profit / AWF 0.93% 1.15%
10 Return on Net Worth 15.07% 19.56%
11 Return on Assets 0.80% 0.98%
12 Return on Average Assets 900.89% 1.09%
13 Yield on Advances 9.53% 9.50%
14 Cost of Deposits 5.69% 5.71%
15 Dividend payout Ratio 23.75% 17.22%
(including Corporate Dividend
Tax)
16 Credit -- Deposit Ratio 77.32% 82.36%
17 Credit + Non SLR Investment 82.78% 87.86%
(excluding Investments in
Subsidiaries) -- Deposit Ratio
18 Capital Adequacy Ratio 12.91% 12.88%
Tier – I 7.63% 7.79%
Tier – II 5.28% 5.09%
90
Analysis:
Bank‟s Cost income ratio decreased to 45.89% from previous yrs 50.89%
highlighting that banks costs are rising but its interest income are rising at a
higher rate.
91
31.3 ASSET QUALITY RATIO
2009 2008
ANALYSIS
The Bank delivered a stellar performance in asset quality management in
2009 despite a severe industrial slowdown.
Through well coordinated and sustained efforts, the Bank‟s Global Gross
NPA level was brought down from 0.47% to 0.31% in the course of one
year.
Not not only the Gross NPA and Net NPA were brought down in percentage
terms but were also reduced in absolute terms to Rs 1,842.92 crore and Rs
451.15 crore as at end-March, 2009 from the opening portfolio of Rs
1,981.38 crore and Rs 493.55 crore respectively.
92
32 Performance Highlights:
Gross Profit and Net Profit were Rs 4,305.01 crore and Rs 2,227.20 crore
respectively. Net Profit registered a growth of 55.2% over previous year.
Net Interest Margin (NIM) as per cent of interest earning assets was at the
level of 2.91%.
Business per Employee moved up from Rs 710 lacs to Rs 914 lacs on year.
93
During My Tranning I observed several problem being faced by ATM Card
holders and other customers of the Bank. Which can be Categorised as below:
a. The customer has lost the card but due to ignorence has failed to get it
blocked. Hence in certain cases the lost card was used by unscrupules person
for purchasing Petrol etc.
b. In very many- many cases while using the ATM card. The transacation took
place without dispensing the money.
c. Quite often the card entangles in ATM machine and the customer gets
neither money nor the card.
Moreover the Branch Issues the ATM cards promptly and intimate the customers
on their mobile, but in very many-many cases customers fail to turnup and collect
their cards. Which creates the big problem for the Bank to store and maintain their
methodical iteneary.
Further I observed that because of acute dearth of staff in the Bank. The above
mention problems are not being attended swiftly. One staff/ officer is essentialy
required to handel the said problems, which the Bank is unabel to affored
presently.
34 Conclusion:
94
Everyone is aware that in the present social milieu more & more people are using
and becoming dependent on technology.
As far as advantages are concerned customers using ATM & Net-Banking are
getting fast & superior services. Which saves their time & energy. Simultaneously
cases of fraud & phising e-mails are some disadvantages which hopefully may be
countered in future.
35. BibloGraphy:
95
www.bankofbaroda.com
www.Nse-India.com
www.scribd.com
www.wikipedia.com
Different News Papers
Magzines
Journols etc.
96