“CUSTOMER SATISFICATION TOWARDS

TRADITIONAL BANKING SYSTEM OF PUBLIC

BANKS”

GROUP NO:- 34

GAURAV PARMAR (56)

MANSI TARPARA (107)

RINA CHAUHAN (13)

SUBMITTED TO:-

SKPIMCS

PROJECT GUIDE:-

Prof. Bipin Velera

 CERTIFICATE

This is to certify that Mr. GAURAV PARMAR , Ms. MANSI TARPARA, and Ms. RINA
CHAUHAN, a student of S.K.Patel Institute Of Management & Computer Studies, have
submitted their MARKET RESEAECH project titled, “CUSTOMER SATISFICATION
TOWARDS TRADITIONAL BANKING SYSTEM OF PUBLIC BANKS” in the year 2010
in partial fulfillment of respective universities requirement for the award of the title of Master of
Business Administration.

Prof. Bipin Velera

Project Guide
 DECLARATION

We, hereby, declare that the market research project titled, “CUSTOMER SATISFACTION
TOWARDS TRADITIONAL BANKING SYSTEM OF PUBLIC BANKS “is original to the
best of our knowledge and has not been published elsewhere. This is for the purpose of partial
fulfillment of respective universities requirement for the award of the title of Master of Business
Administration, only.

Name Signature

Gaurav Parmar

Mansi Tarpara

Rina Chauhan
PREFACE

This report studies the customer satisfaction towards the traditional banking system of
public banks through analysis of various parameters. This report presents a profile of key factors
that affect the customer satisfaction towards traditional banking system of public sector banks (as
per collected data). The notes and data contents of this reports based on the customer response
from questionnaires.

An overview of Banking is given in part-I which is followed by traditional banking

system in part II. While part III contains data analysis and data interpretation, part IV gives
conclusion of the study. Part V gives suggestion to improve traditional banking system of public
sector banks.
ACKNOWLEDGEMENT

We are very thankful to S.K.Patel Institute Of Management And Computer Studies

and Prof. Sonu Gupta (DIRECTOR SKPIMCS) who has given us an opportunity to do this
project and also for helping us to undergo this project. The learning during this project has been a
great experience.

We are grateful to Prof. Bipin Velera (Faculty of Market Research) for guiding us
throughout this report tirelessly and constantly providing insight in our project during this two
months period of our project.

Finally we are thankful to all those who have directly or indirectly help in this project. It
was because of all these people, we were motivated to achieve successful completion of our
project.

GAURAV PARMAR

MANSI TARPARA

RINA CHAUHAN
Executive Summary

The whole project is about customer preferences towards traditional banking services.
We prepare a questionnaire for that and fill it by the customer who visited the banks at Gh – 4.
Analysis of the whole questionnaire show that the preferences of the customer towards
traditional services which is still not changing. Though they are using E-banking but they like
touse the traditional services as well. Through this project we are able to know the likes and
dislikes of the project and also their suggestions.

The whole project contains customer preferences towards the banks and banking
systems.
 Table of content

NO. PARTICULAR PAGE NO.

1 Preface

2 Acknowledgement

3 Executive Summary

4 Introduction

5 Research Methodology

6 Introduction to the Industry

7 Introduction to the Banks

8 Data analysis

9 Findings and Suggestions

10 References

11 Exhibit
Introduction

The whole project work is focuses on the customer satisfaction towards the public banks who are
using traditional services. The project is giving information about in which types of product they
are generally using, which schemes are most preferred and what purposes are taken for the
particular product or services, the purposes are like return, future securities, tax benefits, these all
are the general consideration. The customers also focus on the safety of their accounts.

The project work is done on the population which includes the customers are coming in the bank
for their day to day transactions, the bank is situated in the city area of Gandhinagar. The
population includes the customers of the city area, so the almost customers are educated and they
are enough aware about the bank services.

The research work done on the behaviour of the customers is descriptive type of research, which
have included the area of the Research Methodology.
Research Methodology

Objective

 To measure the customer satisfication towrds traditional banking service of public bank

 Future of Traditional Banking

 To know the customers preference towards Traditional Banking or the E-banking

Scope of the study

The study was carried on in Gandhinagar. We had gone at some of the branch of Public Banks
at Gandhinagar where we completed our Project work. We surveyed on our Project Topic on the
visiting customers of the Banks. The study will help to know the awareness and preferences of
the customers. This project report may help the banks to make further planning and strategy.

 Methods of Data Collection

o Population: General public of Gandhinagar

o Elements: Awareness about preferances towards traditional banking

o Sampling Unit: Customers of public Banks, Gh - 4, Gandhinagar

o Extent: Gandhinagar

o Time period: 1st September, 2010 to 13th november, 2010

o No of Questionnaire are taken for analysis: 100

o Sample Size: 100

o State Bank Of India :20

o Dena bank :20

o Bank Of India :20

o Bank Of Baroda :20

o Union Bank Of India :20

o Sampling Plan: People who use traditional services

o Sample Profile:

• Location – Gandhinagar

• Time – 11:30am to 3:30pm

• Gender – Male and Female

o Sampling Technique:

Non probability convenience sampling

o Research Type:

Descriptive Research:

It will be a descriptive study and will aim at finding out the above objectives.

o Data Collection Sources:

 • Primary Data:

Questionnaire:

Dichotomous Type

Multiple Options Question Type

Semantic Differential Scale

• Secondary Data:

Internet

Limitation

o Possibility of error in data collection because many of people may have not given actual
answers of our questionnaire
o Sample size is limited to 150 visitors of 5 public banks, Gh-4, Gandhinagar.
o The sample size may not adequately represent the whole market
o The research is confined to a certain part of Gandhinagar
Introduction of Banking System in India

Banking in India originated in the last decades of the 18th century. The first banks were The
General Bank of India which started in 1786, and the Bank of Hindustan, both of which are now
defunct. The oldest bank in existence in India is the State Bank of India, which originated in the
Bank of Calcutta in June 1806, which almost immediately became the Bank of Bengal. This was
one of the three presidency banks, the other two being the Bank of Bombay and the Bank of
Madras, all three of which were established under charters from the British East India Company.
For many years the Presidency banks acted as quasi-central banks, as did their successors. The
three banks merged in 1921 to form the Imperial Bank of India, which, upon India's
independence, became the State Bank of India.
Indian merchants in Calcutta established the Union Bank in 1839, but it failed in 1848 as a
consequence of the economic crisis of 1848-49. The Allahabad Bank, established in 1865 and
still functioning today, is the oldest Joint Stock bank in India.(Joint Stock Bank: A company
that issues stock and requires shareholders to be held liable for the company's debt) It was not the
first though. That honor belongs to the Bank of Upper India, which was established in 1863, and
which survived until 1913, when it failed, with some of its assets and liabilities being transferred
to the Alliance Bank of Simla.

When the American Civil War stopped the supply of cotton to Lancashire from the Confederate
States, promoters opened banks to finance trading in Indian cotton. With large exposure to
speculative ventures, most of the banks opened in India during that period failed. The depositors
lost money and lost interest in keeping deposits with banks. Subsequently, banking in India
remained the exclusive domain of Europeans for next several decades until the beginning of the
20th century.

Foreign banks too started to arrive, particularly in Calcutta, in the 1860s. The Comptoire
d'Escompte de Paris opened a branch in Calcutta in 1860, and another in Bombay in 1862;
branches in Madras and Pondicherry, then a French colony, followed. HSBC established itself in
Bengal in 1869. Calcutta was the most active trading port in India, mainly due to the trade of the
British Empire, and so became a banking center

The first entirely Indian joint stock bank was the Oudh Commercial Bank, established in 1881 in
Faizabad. It failed in 1958. The next was the Punjab National Bank, established in Lahore in
1895, which has survived to the present and is now one of the largest banks in India.

Around the turn of the 20th Century, the Indian economy was passing through a relative period
of stability. Around five decades had elapsed since the Indian Mutiny, and the social, industrial
and other infrastructure had improved. Indians had established small banks, most of which served
particular ethnic and religious communities.

The presidency banks dominated banking in India but there were also some exchange banks and
a number of Indian joint stock banks. All these banks operated in different segments of the
economy. The exchange banks, mostly owned by Europeans, concentrated on financing foreign
trade. Indian joint stock banks were generally under capitalized and lacked the experience and
maturity to compete with the presidency and exchange banks. This segmentation let Lord Curzon
to observe, "In respect of banking it seems we are behind the times. We are like some old
fashioned sailing ship, divided by solid wooden bulkheads into separate and cumbersome
compartments."

The period between 1906 and 1911, saw the establishment of banks inspired by the Swadeshi
movement. The Swadeshi movement inspired local businessmen and political figures to found
banks of and for the Indian community. A number of banks established then have survived to the
present such as Bank of India, Corporation Bank, Indian Bank, Bank of Baroda, Canara Bank
and Central Bank of India.The fervor of Swadeshi movement lead to establishing of many private
banks in Dakshina Kannada and Udupi district which were unified earlier and known by the
name South Canara ( South Kanara ) district. Four nationalized banks started in this district and
also a leading private sector bank. Hence undivided Dakshina Kannada district is known as
"Cradle of Indian Banking".

Post Independence Scenario

The partition of India in 1947 adversely impacted the economies of Punjab and West Bengal,
paralyzing banking activities for months. India's independence marked the end of a regime of the
Laissez-faire for the Indian banking. The Government of India initiated measures to play an
active role in the economic life of the nation, and the Industrial Policy Resolution adopted by the
government in 1948 envisaged a mixed economy. This resulted into greater involvement of the
state in different segments of the economy including banking and finance. The major steps to
regulate banking included:

• The Reserve Bank of India, India's central banking authority, was nationalized on January
1, 1949 under the terms of the Reserve Bank of India (Transfer to Public Ownership) Act,
1948 (RBI, 2005b).[Reference www.rbi.org.in]
• In 1949, the Banking Regulation Act was enacted which empowered the Reserve Bank of
India (RBI) "to regulate, control, and inspect the banks in India."
• The Banking Regulation Act also provided that no new bank or branch of an existing
bank could be opened without a license from the RBI, and no two banks could have
common directors.

However, despite these provisions, control and regulations, banks in India except the State Bank
of India or SBI, continued to be owned and operated by private persons. By the 1960s, the Indian
banking industry had become an important tool to facilitate the development of the Indian
economy. At the same time, it had emerged as a large employer, and a debate had ensued about
the possibility to nationalize the banking industry. Indira Gandhi, the-then Prime Minister of
India expressed the intention of the GOI in the annual conference of the All India Congress
Meeting in a paper entitled "Stray thoughts on Bank Nationalization." The paper was received
with positive enthusiasm.
1.2 Nationalization

Thereafter, her move was swift and sudden. The GOI issued an ordinance and nationalised the 14
largest commercial banks with effect from the midnight of July 19, 1969. Jayaprakash Narayan, a
national leader of India, described the step as a "masterstroke of political sagacity." Within two
weeks of the issue of the ordinance, the Parliament passed the Banking Companies (Acquisition
and Transfer of Undertaking) Bill, and it received the presidential approval on 9 August 1969.

A second dose of nationalization of 6 more commercial banks followed in 1980. The stated
reason for the nationalization was to give the government more control of credit delivery. With
the second dose of nationalization, the GOI controlled around 91% of the banking business of
India. Later on, in the year 1993, the government merged New Bank of India with Punjab
National Bank. It was the only merger between nationalized banks and resulted in the reduction
of the number of nationalised banks from 20 to 19. After this, until the 1990s, the nationalised
banks grew at a pace of around 4%, closer to the average growth rate of the Indian economy.
1.3 Liberalization

In the early 1990s, the then Narsimha Rao government embarked on a policy of liberalization,
licensing a small number of private banks. These came to be known as New Generation tech-
savvy banks, and included Global Trust Bank (the first of such new generation banks to be set
up), which later amalgamated with Oriental Bank of Commerce, Axis Bank(earlier as UTI
Bank), ICICI Bank and HDFC Bank. This move, along with the rapid growth in the economy of
India, revitalized the banking sector in India, which has seen rapid growth with strong
contribution from all the three sectors of banks, namely, government banks, private banks and
foreign banks.

The next stage for the Indian banking has been set up with the proposed relaxation in the norms
for Foreign Direct Investment, where all Foreign Investors in banks may be given voting rights
which could exceed the present cap of 10%,at present it has gone up to 74% with some
restrictions.

The new policy shook the Banking sector in India completely. Bankers, till this time, were used
to the 4-6-4 method (Borrow at 4%;Lend at 6%;Go home at 4) of functioning. The new wave
ushered in a modern outlook and tech-savvy methods of working for traditional banks.All this led
to the retail boom in India. People not just demanded more from their banks but also received
more.

Currently (2007), banking in India is generally fairly mature in terms of supply, product range
and reach-even though reach in rural India still remains a challenge for the private sector and
foreign banks. In terms of quality of assets and capital adequacy, Indian banks are considered to
have clean, strong and transparent balance sheets relative to other banks in comparable
economies in its region. The Reserve Bank of India is an autonomous body, with minimal
pressure from the government. The stated policy of the Bank on the Indian Rupee is to manage
volatility but without any fixed exchange rate-and this has mostly been true.

With the growth in the Indian economy expected to be strong for quite some time-especially in
its services sector-the demand for banking services, especially retail banking, mortgages and
investment services are expected to be strong. One may also expect M&As, takeovers, and asset
sales.

In March 2006, the Reserve Bank of India allowed Warburg Pincus to increase its stake in Kotak
Mahindra Bank (a private sector bank) to 10%. This is the first time an investor has been allowed
to hold more than 5% in a private sector bank since the RBI announced norms in 2005 that any
stake exceeding 5% in the private sector banks would need to be vetted by them.

In recent years critics have charged that the non-government owned banks are too aggressive in
their loan recovery efforts in connection with housing, vehicle and personal loans. There are
press reports that the banks' loan recovery efforts have driven defaulting borrowers to suicide
Traditional Banking V/s E-Banking
Traditional banking
1. Basic Introduction
• In traditional banking system, a
customer can open any bank account in
banks;
• take the facility of saving his money by
depositing money in local bank. He can
withdraw his money through check,
counter payment and through bank
draft.
• He can meet the bank manager and ask
his problem.
• He can take the physical help for getting
loan from bank.
2. Benefits
• You can interact with a bank manager,
teller or special accounts representative.
• The physical bank has walk-up
depositories located outside the bank for
easy deposits and withdrawals any time
of day or night (as long as they’re not
being serviced, or out of service), 365
days a year.
• You have the security of knowing your
deposit is safely in the bank, since you
obtain a hard copy receipt from the
teller or the ATM.
• Banks have increased security in the
form of surveillance cameras and on-
duty security guards
.
3. Disadvantages
• Robbery related problem cab be happen
• Time limitation: Banks are opened from
9: 00 to 5:00 p.m. But, it may possible
that we have to pay at 11:00 p.m. which
can be done through e-banking not
traditional banking
E-banking
1. Basic Introduction
• E-banking means Internet banking or
modern banking or online bill.
• In this method, customer gets his bank
account ID and password and he can
check his account, pay his bill and print
his receipt through his home personal
computer which is connected with
Internet.
• E-banking is development of today
banking system. In other words, e-
banking is electronic banking whose
facility, you can take through your
regular broadband Internet connect.
2. Benefits
• Online banking is accessible everywhere.
Out-of-state or out of the country,
anywhere you can get an internet
connection, you can log on and conduct
business.
• It’s fast and saves you valuable time. In a
matter of seconds, your transactions are
complete. You can print out your receipt
for your records, and do multiple tasks.
• Efficiency counts as well. With online
banking you can open up CDs, IRAs, set
up auto pay and bill pay, pay all your
bills, check all of your accounts, move
money between accounts; virtually
everything you’d have to stand in line to
do at a traditional bank, you can do
effortlessly with online banking.
3.Disadvantages
• Hacking, spyware program, computer
virus and breaking online password are
the weakness of e-banking or online
banking.
 3. Companys’ Profile
State Bank of India

The origin of the State Bank of India goes back to the first decade of the nineteenth century with
the establishment of the Bank of Calcutta in Calcutta on 2 June 1806. Three years later the bank
received its charter and was re-designed as the Bank of Bengal (2 January 1809). A unique
institution, it was the first joint-stock bank of British India sponsored by the Government of
Bengal. The Bank of Bombay (15 April 1840) and the Bank of Madras (1 July 1843) followed
the Bank of Bengal. These three banks remained at the apex of modern banking in India till their
amalgamation as the Imperial Bank of India on 27 January 1921.

Primarily Anglo-Indian creations, the three presidency banks came into existence either as a
result of the compulsions of imperial finance or by the felt needs of local European commerce
and were not imposed from outside in an arbitrary manner to modernise India's economy. Their
evolution was, however, shaped by ideas culled from similar developments in Europe and
England, and was influenced by changes occurring in the structure of both the local trading
environment and those in the relations of the Indian economy to the economy of Europe and the
global economic framework

Bank of Baroda
It all started with a visionary Maharaja's uncanny foresight into the future of trade and
enterprising in his country. On 20th July 1908, under the Companies Act of 1897, and with a
paid up capital of Rs 10 Lacs started the legend that has now translated into a strong, trustworthy
financial body, The Bank Of Baroda.

It has been a wisely orchestrated growth, involving corporate wisdom, social pride and the vision
of helping others grow, and growing itself in turn.

The founder, Maharaja Sayajirao Gaekwad, with his insight into the future, saw "a bank of this
nature will prove a beneficial agency for lending, transmission, and deposit of money and will be
a powerful factor in the development of art, industries and commerce of the State and adjoining
territories."
Dena bank

Dena Bank was founded on 26th May, 1938 by the family of Devkaran Nanjee under the name
Devkaran Nanjee Banking Company Ltd

It became a Public Ltd. Company in December 1939 and later the name was changed to Dena
Bank Ltd.

In July 1969 Dena Bank Ltd. along with 13 other major banks was nationalized and is now a
Public Sector Bank constituted under the Banking Companies (Acquisition & Transfer of
Undertakings) Act, 1970. Under the provisions of the Banking Regulations Act 1949, in addition
to the business of banking, the Bank can undertake other business as specified in Section 6 of the
Banking Regulations Act, 1949.

Central Bank of India

Established in 1911, Central Bank of India was the first Indian commercial bank which was
wholly owned and managed by Indians. The establishment of the Bank was the ultimate
realisation of the dream of Sir Sorabji Pochkhanawala, founder of the Bank. Sir Pherozesha
Mehta was the first Chairman of a truly 'Swadeshi Bank'. In fact, such was the extent of pride felt
by Sir Sorabji Pochkhanawala that he proclaimed Central Bank of India as the 'property of the
nation and the country's asset'. He also added that 'Central Bank of India lives on people's faith
and regards itself as the people's own bank'.

During the past 99 years of history the Bank has weathered many storms and faced many
challenges. The Bank could successfully transform every threat into business opportunity and
excelled over its peers in the Banking industry.

A number of innovative and unique banking activities have been launched by Central Bank of
India.

Union Bank of India

Union Bank of India was established on Nov 11, 1919 and is head quartered in Mumbai. The
registered Office of the Bank was inaugurated by Mahatma Gandhi, father of the Nation in the
year 1921. Along with 13 other banks, Union Bank of India was nationalized in the year 1969 in
the first phase. Union Bank has the distinction of making profits consistently for the last 89 years
since inception.
Bank places customer at the centre of all its operations and has transformed the process, people
and organizational structure. Bank has initiated a large scale transformation process named “Nav
Nirman” to address two critical aspects of growth-instilling the drive of sales & marketing across
bank staff and reconfiguration of bank’s business model. The transformation process focuses on
four key initiatives
a) Retail Asset ( marketing & processing)
b) SME marketing & processing)
c) Branch sales and services( improving the customer experience in the branch)
d) Centralisation of key processes

Bank has brought all its branches under Core banking solutions .Union Bank is the first large
bank to achieve 100% CBS roll out. Bank has taken lead to establish alternate delivery channels
in the form of ATMs, internet banking, phone banking and Mobile Banking. Bank has introduced
many technology based services like RTGS, online NEFT free of cost, on line application for
products and services and online redressal of grievances.

Services of bank

Savings accounts

Bank savings a/cz are a critical part of everybody’s financial picture. If you need a safe place to
keep money,a bank saving a/c is often a good choice.

Current accounts

Current Account is primarily meant for businessmen, firms, companies, public enterprises etc.
that have numerous daily banking transactions. Current Accounts are cheque operated accounts
meant neither for the purpose of earning interest nor for the purpose of savings but only for
convenience of business hence they are non-interest bearing accounts. In a Current Account, a
customer can deposit any amount of money any number of times. He can also withdraw any
amount as many times as he wants, as long as he has funds to his credit. Generally, a higher
minimum balance as compared to Savings Account is required to be maintained in Current
account.

Fixed deposits

An arrangement whereby an individual or organization may place cash under the safekeeping of
a financial institution. It is understood that the institution may invest the cash and pay the
depositor a specified amount of interest and that the depositor can reclaim the full value of the
account according to the agreed upon procedures governing the account.
Recurring deposits

Under a Recurring Bank Deposit, you invest a specific amount in a bank on a monthly basis for a
fixed rate of return. The deposit has a fixed tenure, at the end of which you get your principal
sum as well as the interest earned during that period. The rate of interest, calculated quarterly or
as specified by the bank, varies between 7 and 11 per cent, depending on the maturity period and
the amount invested. A Recurring Bank Deposit is a powerful tool for regular savings.

Home Loans

Money is provided by banks for building or purchase house is called home loans.in which clients
have to reaturns money in the form of installments with the interest which is decided by banks.

Automobile loans

Finance provided by banks for purchasing of any vehicle. a personal loan to purchase an
automobile

Mortgage loans

A mortgage is an agreement to give up an interest in something if you fail to perform some

Duty. In many cases, it means that you'll give up your home if you fail to repay your home

Loan as agreed.You can use mortgage as a verb, meaning "to pledge".

Personal loans

A loan that establishes consumer credit that is granted for personal use; usually unsecured and
based on the borrower's integrity and ability to pay. An unsecured loan is a loan that is not
backed by collateral. Also known as a signature loan or personal loan. A loan made for personal,
family, or household purposes as opposed to a business loan or a long-term mortgage loan used
to finance real estate purchases.

Share trading accounts (DEMAT)

Demat account is a safe and convenient means of holding securities just like a bank account is for
funds. Today, practically 99.9% settlement (of shares) takes place on demat mode only. Thus, it
is advisable to have a Beneficiary Owner (BO) account to trade at the exchanges.
Mutual funds

The meaning of Mutual Fund, which is a fund, managed by an investment company with the
financial objective of generating high Rate of Returns. These asset management or investment
management companies collects money from the investors and invests those money in different
Stocks, Bonds and other financial securities in a diversified manner. Before investing they carry
out thorough research and detailed analysis on the market conditions and market trends of stock
and bond prices. These things help the fund mangers to speculate properly in the right direction.

Safety vaults

It is a box - usually located inside a bank - which is used to store valuables. A safe deposit box is
rented from the institution and can be accessed with keys, pin numbers or some other security
pass. Valuables such as documents and jewelry are placed inside and customers rely on the
security of the building to protect those valuables.
The contents of a safe deposit box are not insured in the same way bank deposits are. The Federal
Deposit Insurance Corporation insures cash deposits up to a certain limit, but due to the fact that
there is no way to verify the contents of a safe deposit box, banks will not insure their contents.
Also, if heirs are not told about the location of the drawer, upon non-payment, the box is
considered abandoned, and its contents are turned over to the state's unclaimed-property offices
for auction.
DATA ANALYSIS

Q-1 No. of Male and Female

Q-2 Occupation

Q-3 Age
Q-4 What’s your monthly income?

Q-5 In which bank do you have A/c?

Other bank includes Axis bank, ICICI bank, Punjab National bank, Indusind bank, HDFC bank

Q-6 Which type of a/c do you have?

Q-7 Which type of services do you use?

Q-8 Which banking system do you use?

Q-9 How long have you been using the traditional services?
Q-10 How frequently do you use these services of traditional services?

Q-11 Are you satisfied with the traditional services of traditional banking?

Q-12 What is the main reason that you use the traditional services?

Other includes don’t know how to use

Q-13 How satisfied are you with the traditional services of public banks?

Q-14 Have you ever come across with any of below mistakes by bank?

A – In spite of having balance, bounce of cheque

B – Charging higher fees/ interest without informing

C – Whether the bank had wrongly debited or credited your bank a/c

D – other includes ATM problems

Q-15 Did you ever done the complains against the bank for their mistakes?

Q-16 If yes, then how was the response of the bank?

FINDINGS AND SUGGESTIONS

Findings

o People are not much aware about the use of E-Banking

o Youngsters are also prefer traditional services because of secirity and convienecy.

o Public banks are using new techonology to survive in the market

o They are changing their method of working

Suggestions

o They should change their infrastructure

o They should improve their efficiency

o Staff should be more co-operative to the customer

REFERENCES

1. http://www.answers.com/topic/safe-deposit-box#ixzz15vkifmBP
2. http://wiki.answers.com/Q/What_are_bank's_services#ixzz15vXyKRBj
3. http://wiki.answers.com/Q/What_do_you_mean_by_public_sector_banks#ixzz15vW3rjb3