Marketing of Banking Services

SHIVAJI UNIVERSITY, KOLHAPUR
Certificate
This is to certify that, the project work entitled A STUDY ON MARKETING OF BANKING SERVICES WITH SPECIAL REFERENCE BRANCH TO ICICI BANK, KAVATHE MAHANKAL presented by MR. KUNAL SUDHIR KORE in partial
fulfillment for the requirement of the degree of Bachelor Of Business Administration [B.B.A.] from Shivaji university, Kolhapur has been carried out under my guidance satisfactorily. To the best of my knowledge and belief the work done is original one and has not been submitted before.
Place: Date:
PROF. S. V. CHAVAN
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DECLARATION
I, KUNAL S. KORE, undersigned hereby declare that the project work entitled A study on marketing of banking services with special reference to ICICI bank, Kavathe mahankal and submitted by me under the guidance of Prof. Miss. S. V. Chavan is original work. The empirical finding and suggestions in this repot are based on the original information collected by me. I have not copied from any project submitted to Shivaji University, Kolhapur ever before. I undersigned that any such coping is liable for punishment in any way the university authorities deem it fit.
Place: Sangli
Date:
Mr. KUNAL S. KORE
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Acknowledgment
It has been my privilege to be benefited from the guidance and help from many quarters in completing this work. I am indebted to my project guide Respected prof. S.V.CHAVAN, whose guidance I had the honor of working. Who created highly congenial and motivating work environment for me. I am also grateful to Mr.Gururaj Yajurvedi, THE MANAGER ICICI BANK, KAVATHE MAHANKAL BRANCH for providing me with all the necessary information. I am benefited immensely from discussions with them in the course of my study. And at last I am extremely greatful to all the customers of ICICI bank for their response for the survey conducted me. And also I will like to convey my vote of thanks to those who directly or indirectly helped me in due course and to whom I cant recall at this point of time.
[KUNAL KORE]
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Content
CHAPTER I: RESEARCH DESIGN 1. Introduction To Subject 2. Statements And Study 3. Objectives And Study 4. Scopes And Study 5. Methods Of Data Collection 6. Limitation Of The Study CHAPTER II: PROFILE OF ORGNIZATION 1. Brief Introduction To ICICI Bank 2. Brief Introduction To Kavathe Mahankal Branch 3. Financial Performance 4. Bank Products And Interest Rates 5. Technological Application CHAPTER III: THEORETICAL BACKGROUND 1. Introduction Of Service Marketing 2. Characteristics Of Service Marketing 3. Service Marketing Strategy-7p 4. Special Characteristics Of Indian Customers 5. 7 Ps of Bank Marketing CHAPTER VI: DATA PRESENTATION AND ANALYSIS CHAPTER V: FINDINGS AND SUGGESTIONS. BIBLIOGRAPHY, QUESTIONNAIRE.
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CHAPTER I
RESEARCH DESIGN
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1.1 INTRODUCTION TO THE SUBJECT Service sector has a stable demand as against fluctuating fortunes and boom conditions in manufacturing sector with the trends of tendency to proliferate in services also as hiring of services is more economical that undertake there and they hire mailing by awn agencies so packing and forwarding and a host and other services in financial field but the particular features for special treatment and this subject lay in its unique features different from that and product marketing and changing customer product demanding this service with sophistication and quality consciousness hence the importance and the service marketing and as the subject deals with financial services the importance and marketing need no special mention. After the liberalization measures from 1992 onwards involving deregulation Privatization and globalization the financial sector has witnessed a deepening and widening and its services expansion and diversification become the hall marks nd banking sector. The problem in this transition period was many such as emergence and various spurious companies increased competition with the weak and inefficient findings it difficult to services and sustains the competition. In this new competitive environment and globalize trading practices the marketing and financial services assumed greases significance. Today financial market requires new strategies survive and continue to operate. In commercial banking marketing strategy have to have a dynamic management team modified value system suitable have to the requirement and the customer and the market trust to meet the challenge and compitetor there is need and diversification a product range such as introduction and credit cards or debit cards 24 hours banking ATM and other computerized services these are all called as market responsive management policies and customer oriented services. Customers are now demanding and they want to deal with the people who are empathetic knowledgeable responsive caring open and communicative and professionalized what is wanted in customer finance is how a loan product is
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explained and delivered rather than simply interest rates or terms which are generally common to all companies.
1.2 Statement of the study

Today, numbers of foreign banks are coming in Indian market, basically, the core services provided by any bank unite is same but the way some units aggressively markets its services makes a big difference. Researchers have selected following topic: A study of marketing of banking services with special reference to ICICI bank, kavathe mahankal
1.3 Objectives of the study

To complete the above mentioned study, researcher has attempted to achieve it subsequently in this research work 1) To study the roles of marketing mix in banking services. 2) To study the products of ICICI bank. 3) To study the ICICI bank through 7ps of marketing. 4) To study the banking services of ICICI bank towards customers.
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1.3 METHODLOGY OF DATA COLLECTION The data collected for the present study can be broadly categorized under two broad categories Those are as follows: i) ii) i) Primary Data Secondary Data Primary Data:
The first hand information is termed as primary data it is collected by the researcher himself for the first time for this study data is collected though an survey conducted based on structured questionnaire ii) Secondary Data:-Secondary data is based on second harx1 information the secondary data is collected through magazines, internet, Organizations annual report banks E.T.C. Sample size: - Sixty (60) customers of ICICI bank, Kavathe Mahankal branch were selected on the random basis
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1.5 SCOPE OF THE STUDY This study keeps exceptional importance an the ground of ever increasing and throat cutting competition witnessed by banking sector and India in the last decade or two. The opening up of Indian economy in 1991 for foreign companies Posed severe challenges before domestic units. The banking business more or less is same, so for there core concept is concerned but the foreign units are getting the advantage over Indian organizations. The only difference which makes a big impact is the aggressive marketing activities undertaken by foreign units. This is an sincere attempt to study the awareness about marketing in Indian banking sector and to find out where do they stand in this context
1.6. LIMITATIONS 1) The time available for this study was limited which restricted the efforts. 2] Certain information cannot be accessed on the ground and confidentiality. 31 It was a tedious job to convince customers for the survey. 4] It was a difficult affair to take appointment and branch manager form their busy schedule.
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Chapter II
Bank Profile [ Profile Of Organization ]
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2.1 BRIFE HISTORY OF THE ORGANISATION ICICI Bank is Indias second-largest bank with total assets of Rs. 3,663.74 billion (US$ 76 billion) at September 30, 2009 and profit after tax Rs. 19.18 billion (US$ 398.8 million) for the half year ended September 30, 2009. The Bank has a network of 1,588 branches and about 4,883 ATMs in India and presence in 18 countries. ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialized subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital and asset management. The Bank currently has subsidiaries in the United Kingdom, Russia and Canada, branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai
International Finance Centre and representative offices in United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. Our UK subsidiary has established branches in Belgium and Germany. ICICI Banks equity shares are listed in India on Bombay Stock Exchange and the National Stock Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE).
History:
ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial institution, and was its wholly-owned subsidiary. ICICIs shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998, an equity offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Banks acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955 at the initiative of the World Bank, the Government of India and representatives of Indian industry. The principal objective was to create a development financial institution for providing mediumterm and long-term project financing to Indian businesses. In the 1990s, ICICI transformed its business from a development financial institution offering only project finance to a diversified financial services group offering a wide variety of
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products and services, both directly and through a number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE. After consideration of various corporate structuring alternatives in the context of the emerging competitive scenario in the Indian banking industry, and the move towards universal banking, the managements of ICICI and ICICI Bank formed the view that the merger of ICICI with ICICI Bank would be the optimal strategic alternative for both entities, and would create the optimal legal structure for the ICICI groups universal banking strategy. The merger would enhance value for ICICI shareholders through the merged entitys access to low-cost deposits, greater opportunities for earning fee-based income and the ability to participate in the payments system and provide transaction-banking services. The merger would enhance value for ICICI Bank shareholders through a large capital base and scale of operations, seamless access to ICICIs strong corporate relationships built up over five decades, entry into new business segments, higher market share in various business segments, particularly fee-based services, and access to the vast talent pool of ICICI and its subsidiaries. In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal Financial Services Limited and ICICI Capital Services Limited, with ICICI Bank. The merger was approved by shareholders of ICICI and ICICI Bank in January 2002, by the High Court of Gujarat at Ahmadabad in March 2002, and by the High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002. Consequent to the merger, the ICICI groups financing and banking operations, both wholesale and retail, have been integrated in a single entity.
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2.2 BRIEF INTRODUCTION TO KAVATHE MAHANKAL BRANCH The business setting in Kavathe Mahankal city is characterized by small business units. The ICICI bank being "small mens big bank "traced the potential available for the financial institution in this area and decided to come with their branch. The Kavathe Mahankal branch started its operations from 2003 onwards. The bank is operating from a well-furnished building situated at a central location and the city soon the bank created a vote and trust in the citizens and Kavathe Mahankal and around. At present 14 personnel are providing their valuable services to the customers. It includes one manager four officers and four clerks and five others about approximately 5500 satisfied customer are being entertained by the bank and the total business and the bank have exceeded to 12 corers.
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ORGNISATION STRUCTURE OF ICICI BANK

Mr.K.V.Kamath MD&CEO
Mrs.Lalita D. Gupta Joint MD & CEO
Mr.S.H. Bhojani Deputy MD
Mr.Sanjeev Kerker SGM-Risk Mgt
Mr.V. Srinivasan Mrs.Shalini shah GM-Accounts & Taxatation Mr.A.T.Kusra GM-HRD GM Secretarial Custodial Services SAP-central operationsGroup-MIS Mr. R. Venkataraghavan Mrs.Kalpara Molparia SGM-Legal
Mrs.Kalpana SGMTreasury
Mr.S. Mukherji Major Client Group
Mrs.Shikha Sharma SGM-Personal financial Services
Mr.M.J.Subbaiah SGM-Growth Client Group
Mr.Arvind Joshi GM-IT
Mr.S.P.Nagar Katte GM-M&A
Mr.S.Khasnotis Dr.Nachiket Mor GM-Western Region GM-Treasury (Investment-Economic Research
Mrs.Ramani Nirula GM-Northern Region
Dr.S.C.Nanda GM-Corporate Marketing
Mr.R.Karunan GM-Oil & Gas
Mrs.Chanda Kochhar GM-MCG
Mr.A. Mukerji GM-Infrastructure Group, Struched Products, Advisory Services
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PRODUCTS AND SERVICES BANKING ACCOUNTS ICICI Bank offers a wide range of banking accounts such as Current, Saving, Life Plus Senior, Recurring Deposit, Young Stars, Salary Account etc. tailor-made for every customer segments, from children to senior citizens. Convenience and ease to access are the benefits of ICICI Bank accounts. YOUNG STARS ACCOUNT A special portal for children to learn banking basics, manage personal finances and have a lot of fun. BANK@CAMPUS This student banking services gives students access to their account details at the click of a mouse. Plus, the student gets a cheque book, debit card and annual statements SAVINGS ACCOUNTS Convenience is the name of the game with ICICI banks savings account. whether it is an ATM/debit card, easy withdrawal, easy loan options or internet banking, ICICI banks saving account always keep you in touch of money FIXED DEPOSITS ICICI Bank offers a range of deposit solutions to meet varying needs at every stage of life. It offers a range of tenures and other features to suit all requirements. INSURANCE The ICICI group offers a range of insurance products to cover varying needs ranging from life, pensions and health, to home, motor and travel insurance. The products are made accessible to customers through a wide network of advisors, banking partners, corporate agents and brokers with the added convenience of being able to buy online
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LIFE INSURANCE The ICICI group provides the many life insurance product through ICICI Prudential Life Insurance Company. GENERAL INSURANCE The ICICI group provides the many general insurance products like motor, travel and home insurance through ICICI Lombard General Insurance Company. LOANS ICICI bank offers a range of deposits solutions to meet varying needs at every stage of life. It offers a range of tenures and other features to suit all requirements HOME LOAN The No. 1 Home Loans Provider in the country, ICICI Bank Home Loans offers some unbeatable benefits to its customers - Doorstep Service, Simplified Documentation and Guidance throughout the Process. It's really easy PERSONAL LOAN ICICI Bank Personal Loans are easy to get and absolutely hassle free. With minimum documentation you can now secure a loan for an amount up to Rs. 15 lakhs VEHICLE LOANS The No.1 financier for car loans in the country. Network of more than 2500 channel partners in over 1000 locations. Tie-ups with all leading automobile manufacturers to ensure the best deals. Flexible schemes & quick processing are the main advantages are here. Avail attractive schemes at competitive interest rates from the No 1 Financier for Two Wheeler Loans in the country. Finance facility up to 90% of the On Road Cost of the vehicle, repayable in convenient repayment options and comfortable tenors from 6 months to 36 months
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CARDS ICICI Bank offers a variety of cards to suit different transactional needs. Its range includes Credit Cards, Debit Cards and Prepaid cards. These cards offer you convenience for financial transactions like cash withdrawal, shopping and travel. These cards are widely accepted both in India and abroad CREDIT CARD ICICI Bank Credit Cards give you the facility of cash, convenience and a range of benefits, anywhere in the world. These benefits range from lifetime free cards, Insurance benefits, global emergency assistance service, discounts, utility payments, travel discounts and much more. DEBIT CARD The ICICI Bank Debit Card is a revolutionary form of cash that allows customers to access their bank account around the clock, around the world. The ICICI Bank Debit Card can be used for shopping at more than3.5 Lakh merchants in India and 24 million merchants worldwide. TRAVEL CARD ICICI Bank Travel Card. The Hassle Free way to Travel the world. Traveling with US Dollar, Euro, Pound Sterling or Swiss Francs; Looking for security and convenience; take ICICI Bank Travel Card. Issued in duplicate. Offers the Pin based security. Has the convenience of usage of Credit or Debit card MOBILE BANKING Bank on the move with ICICI Bank Mobile Banking. With ICICI Bank, Banking is no longer what it used to be. ICICI Bank offers Mobile Banking facility to all its Bank, Credit Card, Demat and Loan customers. ICICI Bank Mobile Banking can be divided into two broad categories of facilities:
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Alert facility: ICICI Bank Mobile Banking Alerts facility keeps you in formed about the significant transactions in its Accounts. It keeps you updated wherever you go ICICI Bank Mobile Banking Requests facility enables you to query for y its account balance INVESTMENT PRODUCTS: Along with Deposit products and Loan offerings, ICICI Bank assists you to manage y its finances by providing various investment options ranging from ICICI Bank Tax Saving Bonds to Equity Investments through Initial Public Offers and Investment in Pure Gold. ICICI Bank facilitates following investment products: ICICI Bank Tax Saving Bonds Investment in Mutual Funds Initial Public Offers by Corporates Investment in "Pure Gold" Foreign Exchange Services Senior Citizens Savings Scheme,2004
TRADE-SERVICES: ICICI Bank offers online remittances as well as online processing of letters of credit and bank guarantees ASSET-MANAGEMENT: Prudential ICICI Asset Management Company offers a wide range of retail mutual fund products tailored to suit varied risk and maturity profiles. CASH MANAGEMENT ICICI Bank offers a complete Range of highly customized solutions for managing both the collections and payments requirements of clients by leveraging
technology. Daily customized transactions reports and real time web-enabled downloads, provide on-tap information facilitating effective working capital management CORPORATE BANKING: ICICI Bank offers comprehensive and customized financial solutions for its corporate clients, including rupee and foreign currency debts, working capital credit, structured financing syndication and transaction banking products and services INTERNET BANKING: Internet banking is available to all ICICI bank savings and deposit account holders, credit card, demat and loan customers. Internet banking service offers customers a world of convenience with services such as balance enquiry, transaction history, account statement, bill payments, fund transfers and accounts related service requests. ATMs: With more than 2500 ATMs across the country, ICICI Bank has one of the largest ATM networks in India PHONE BANKING: Phone banking offers 24*7 service across liability, asset and investment products to both retail and corporate customers NRI-BANKING: A gamut of services to take care of all NRI banking needs including deposits, money transfers and private banking. MONEY2INDIA: A complete range of online and offline money transfer solutions to send money to India
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PROPERTY: For millions of home buyers across the country, ICICI Bank offers not just great deals on home loans but also a wealth of expert advice. ICICI Bank offers home search service which can help a customer identify the property of his choice based on his budget and other requirements. DEMAT ACCOUNTS: ICICI Banks demat services after unique features like e-constructions, consolidation, digitally signed statements, mobile requests and corporate benefit tracking RURAL-BANKING: Bank offers technology-based solutions, financial innovations and multiple delivery channels to meet the financial needs of rural areas. MICROFINANCE: ICICI Bank assists over 2.5 million low income clients to build livelihoods by partnering With over 100 microfinance institutions. BRANCHES: ICICI Bank has a network of over 630 branches ( of which 51are extension counters) across the country. The network puts a wide range of banking products and financial services within easy reach of retail and corporate customers
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A. For Domestic Deposits Below Rs.15 Lacs
Rates of Interest (% p.a.) w.e.f February 16, 2012 Maturity Period General Senior Citizen **
7 days to 14 days 15 days to 29 days 30 days to 45 days 46 days to 60 days 61 days to 90 days 91 days to 184 days 185 days to 289 days 290 days to less than 1 year 1 year to 389 days 390 days to less than 2 years 2 years to less than 5 years 5 years upto 10 years Tax Saver FD 80C (5 year) Upto Rs. 1 lac
3.75 4.00 5.00 6.25 6.50 7.00 7.50 7.75 8.25 9.25 9.25 8.75 8.75
4.25 4.50 5.50 6.75 7.00 7.50 8.00 8.25 8.75 9.75 10.00 9.50 9.50
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B. For Domestic Deposits of Rs.15 Lacs to less than Rs. 1 Crore
Rates of Interest (% p.a.) w.e.f February 16, 2012 Maturity Period General Senior Citizen **
7 days to 14 days 15 days to 29 days 30 days to 45 days 46 days to 60 days 61 days to 90 days 91 days to 184 days 185 days to 289 days 290 days to less than 1 year 1 year to 389 days 390 days to less than 2 years 2 years to less than 5 years 5 years upto 10 years
3.75 4.00 5.00 6.25 6.50 7.00 7.50 7.75 8.25 9.25 9.25 8.75
4.25 4.50 5.50 6.75 7.00 7.50 8.00 8.25 8.75 9.75 10.00 9.50
Technological applications
TeleBanking: Customers can access TeleBanking facility, over telephone, 24 hours, seven days a week. By dialing the TeleBanking number and following the user-friendly interactive voice response menu, customers are able to retrieve information about their accounts and access a range of banking services. Our TeleBanking services are
operational in the following centres: Bangalore, Mumbai, Chennai, Delhi, Kolkata, Ahmedabad, Hyderabad, Mangalore and Ernakulam. SMS Banking: This delivery channel was launched on 29.01.2008 and would enable the customers to obtain their bank account details at any time and from any place using their mobile set. The facilities offered include both Alerts and Enquiries. Alerts comprise credits/debits to accounts, balances and overdrawal to accounts. Enquiries include account balance enquiry, cheque status enquiry, stop payment of cheque, last 5 transactions, Terms Deposit enquiry etc. Government / RBI initiated projects: The following major projects are implemented by the Bank as per the guidelines of the Government / RBI: OLTAS - The Bank has implemented Online Tax Accounting System (OLTAS) at all the 324 branches designated to handle Direct Taxes. EASIEST -The Bank has implemented EASIEST, a project for collection of other indirect taxes in 228 branches. VAT Collection The Bank has implemented collection of Value Added Tax in 65 branches of Delhi to facilitate accounting and electronic reporting of such collections. Cheque Truncation System - RBI has introduced this system in the National Capital Region, Delhi. The Bank is one of the few selected, to implement the same and is presently covering about 155 branches, in the area. Real Time Gross Settlement (RTGS) The Bank has implemented RTGS for online real time payment and settlement of large value transactions. RTGS has been implemented in CBS branches of the Bank, for both Inter-Bank and Customer transactions. National Electronic Funds Transfer (NEFT) - National Electronic Funds Transfer, which has replaced SEFT (Special Electronic Funds Transfer) and EFT (Electronic Funds Transfer), has been implemented in CBS branches of the Bank.
FINANCIAL PERFORMANCE
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Sr Particulars . N o.
Three months ended
Six months ended
Year ended March 31, 2011
Septemb er 30, 2011 (Unaudit ed)
June 30, 2011
Septemb er 30, 2010 (Audited ) 6,309.10
Septemb er 30, 2011 (Audited ) 15,776.1 4
Septemb er 30, 2010 (Audited ) 12,121.6 4
(Audited ) 7,618.52
(Audited ) 25,974.0 5
1.
Interest earned (a)+(b)+(c)+ (d)
8,157.62
a) 5,380.74 Interest/disc ount on advances/bill s b) Income on 2,344.98 investments c) Interest on 115.27 balances with Reserve Bank of India and other inter-bank funds d) Others 2. Other income TOTAL INCOME (1)+(2) 316.63 1,739.55
4,935.13
3,949.17
10,315.8 7
7,727.70
16,424.7 8
2,251.03
1,916.13
4,596.01
3,574.68
7,905.19
113.83
82.30
229.10
180.36
366.77
318.53 1,642.89
361.50 1,577.93
635.16 3,382.44
638.90 3,258.44
1,277.31 6,647.90
3.
9,897.17
9,261.41
7,887.03
19,158.5 8
15,380.0 8
32,621.9 5
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4.
Interest expended Operating expenses (e)+(f)+(g) e) Employee cost f) Direct marketing expenses g) Other operating expenses
5,651.18
5,207.60
4,104.72
10,858.7 8 3,712.02
7,926.21
16,957.1 5 6,617.25
5.
1,892.24
1,819.78
1,570.37
3,053.86
842.70
732.85
624.26
1,575.55
1,199.85
2,816.94
36.22
33.62
35.48
69.84
71.29
157.03
1,013.32
1,053.31
910.63
2,066.63
1,782.72
3,643.28
6.
TOTAL EXPENDIT URE (4)+(5) (excluding provisions and contingencie s) OPERATIN G PROFIT (3)-(6) (Profit before provisions and contingencie s) Provisions (other than tax) and contingencie s
7,543.42
7,027.38
5,675.09
14,570.8 0
10,980.0 7
23,574.4 0
7.
2,353.75
2,234.03
2,211.94
4,587.78
4,400.01
9,047.55
8.
318.79
453.86
641.14
772.65
1,438.96
2,286.84
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9.
Exceptional items
..
..
..
..
..
..
1 0.
PROFIT/(L 2,034.96 OSS) FROM ORDINARY ACTIVITIE S BEFORE TAX (7)-(8)(9) Tax expense (h)+(i) h) Current period tax i) Deferred tax adjustment 531.77
1,780.17
1,570.80
3,815.13
2,961.05
6,760.71
1 1.
447.97
334.53
979.74
698.80
1,609.33
544.48
527.03
495.10
1,071.51
1,010.20
2,141.11
(12.71)
(79.06)
(160.57)
(91.77)
(311.40)
(531.78)
1 2.
NET 1,503.19 PROFIT/(L OSS) FROM ORDINARY ACTIVITIE S AFTER TAX (10)(11) Extraordinar y items (net of tax expense) NET PROFIT/(L OSS) FOR THE PERIOD (12)-(13) ..
1,332.20
1,236.27
2,835.39
2,262.25
5,151.38
1 3.
..
..
..
..
..
1 4.
1,503.19
1,332.20
1,236.27
2,835.39
2,262.25
5,151.38
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1 5.
Paid-up equity share capital (face value Z 10/-) Reserves excluding revaluation reserves Analytical ratios i) Percentage of shares held by Government of India ii) Capital adequacy ratio iii) Earnings per share (EPS) a) Basic EPS before and after extraordinar y items, net of tax expense (not annualised for three months/six months)(in Z)
1,152.47
1,152.18
1,150.83
1,152.47
1,150.83
1,151.82
1 6.
57,448.4 5
55,308.1 4
52,824.0 2
57,448.4 5
52,824.0 2
53,938.8 3
1 7.
..
..
..
..
..
..
18.99%
19.57%
20.23%
18.99%
20.23%
19.54%
13.05
11.56
10.91
24.61
20.11
45.27
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b) Diluted EPS before and after extraordinar y items, net of tax expense (not annualised for three months/six months)(in Z) 1 8. NPA Ratio'
13.00
11.51
10.86
24.51
20.03
45.06
i) Gross non- 10,021.2 performing 5 advances(net of write-off) ii) Net nonperforming advances iii) % of gross nonperforming advances(net of writeoff) to gross advances iv) % of net nonperforming advances to net advances 2,183.77
9,982.76
10,141.1 6
10,021.2 5
10,141.1 6
10,034.2 6
2,302.52
3,145.23
2,183.77
3,145.23
2,407.36
4.14%
4.36%
5.03%
4.14%
5.03%
4.47%
0.93%
1.04%
1.62%
0.93%
1.62%
1.11%
Return on assets
1.41%
1.30%
1.31%
1.36%
1.23%
1.35%
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9.
(annualised)
2 0.
Public shareholding i) No. of shares ii) Percentage of shareholding 1,152,41 2,079 100 1,152,12 9,421 100 1,147,91 9,537 100 1,152,41 2,079 100 1,147,91 9,537 100 1,151,77 2,372 100
2 1.
Promoter and promoter group shareholding i) Pledged/enc umbered a) No. of shares b) Percentage of shares (as a % of the total shareholding of promoter and promoter group) c) Percentage of shares (as a % of the total share .. .. .. .. .. ..
..
..
..
..
..
..
..
..
..
..
..
..
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capital of the Bank) ii) Nonencumbered a) No. of shares b) Percentage of shares (as a % of the total shareholding of promoter and promoter group) c) Percentage of shares (as a % of the total share capital of the Bank) .. .. .. .. .. ..
..
..
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Chapter -III
THEORETICAL BACGROUND
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Services Marketing
A service marketing is the marketing of processes deeds and performances, i.e. anything which is essentially intangible in nature. This criteria of intangibility also differentiates goods from services and underlines the importance of marketing of services to be managed in a different manner as compared to marketing of products. The services marketing process is also different because services are more heterogenous in nature; again, as compared to products which are more standardized in nature. Another important difference between goods and services is that services have to be produced and consumed simultaneously and cannot be stored (inventorized) for future consumption because of their perishable nature.
Thus, the services marketing is marketing of services while appriciating these differences and adding additional elements in the tradition marketing mix i.e. the four Ps: product, promotion, pricing and place (distribution). The expanded marketing mix for services includes: People (all human actors who play a part in service delivery and thus influence the buyer's perceptions), Physical Evidence (the environment in which the service is delivered and where the firm and customer interact, and any tangible components that facilitate performance or communication of services), and Process (The actual procedures, mechanisms, and flow of activities by which service is delivered i.e. the service delivery and operating systems). CHARACTERISTICS OF SERVICES The services have unique characteristics which make them different from that of goods. The most common characteristics of services are: Intangibility Services are activities performed by the provider, unlike physical products they cannot be seen, tasted, felt, heard or smelt before they are consumed. Since, services are not tangibles, they do not have features that appeal to the customers senses, their evaluation, unlike goods, is not possible before actual purchase and consumption. The marketer of service cannot rely on product-based clues that the
buyer generally employs in alternative evaluation prior to purchase. So, as a result of this, the services are not known to the customer before they take them. The service provider has to follow certain things to improve the confidence of the client: The provider can try to increase the tangibility of services. For example, by displaying a plastic or a clay model showing patients an expected state after a plastic surgery. The provider can emphasize on the benefits of the service rather than just describing the features. Not all the service product has similar intangibility. Some services are highly intangible, while the others are low i.e. the goods (or the tangible component) in the service product may vary from low to high. For example: Teaching, Consulting, Legal advices are services which have almost nil tangible components; While restaurants, fast food centers, hotels and hospitals offer services in which their services are combined with product (tangible objective) , such as food in restaurants, or medicines in hospitals etc. Inseparability Services are typically produced and consumed simultaneously. Incase of physical goods, they are manufactured into products, distributed through multiple resellers, and consumed later. But, incase of services, it cannot be separated from the service provider. Thus, the service provider would become a part of a service. For example: Taxi operator drives taxi, and the passenger uses it. The presence of taxi driver is essential to provide the service. The services cannot be produced now for consumption at a later stage / time. This produces a new dimension to service marketing. The physical presence of customer is essential in services. For example: to use the services of an airline, hotel, doctor, etc a customer must be physically present. Inseparability of production and consumption increases the importance of the quality in services. Therefore, service marketers not only need to develop task-related, technical competence of service personnel , but also , require a great input of skilled personnel to improve their marketing and inter personal skills.
Perish ability Services are deeds, performance or act whose consumption take place simultaneously; they tend to perish me the absence of consumption. Hence, services cannot be stored. The services go waste if they are not consumed simultaneously i.e. value of service exists at the point when it is required. The perishable character of services adds to the service marketing problems. The inability of service sector to regulate supply with the changes in demand; poses many quality management problems. Hence, service quality level deteriorates during peak hours in restaurants, banks, transportation etc. This is a challenge for a service marketer. Therefore, a marketer should effectively utilize the capacity without deteriorating the quality to meet the demand. Variability Services are highly variable, as they depend on the service provider, and where and when they are provided. Service marketers face a problem in standardizing their service, as it varies with experienced hand, customer, time and firm. Service buyers are aware of this variability. So, the service firms should make an effort to deliver high and consistent quality in their service; and this is attained by selecting good and qualified personnel for rendering the service. 7 ps of service marketing 1. Product: In case of services, the product is intangible, heterogeneous and
perishable. Moreover, its production and consumption are inseparable. Hence, there is scope for customizing the offering as per customer requirements and the actual customer encounter therefore assumes particular significance. However, too much customization would compromise the standard delivery of the service and adversely affect its quality. Hence particular care has to be taken in designing the service offering. 2. Pricing: Pricing of services is tougher than pricing of goods. While the latter
can be priced easily by taking into account the raw material costs, in case of services
attendant costs - such as labor and overhead costs - also need to be factored in. Thus a restaurant not only has to charge for the cost of the food served but also has to calculate a price for the ambience provided. The final price for the service is then arrived at by including a mark up for an adequate profit margin. 3. Place: Since service delivery is concurrent with its production and cannot be
stored or transported, the location of the service product assumes importance. Service providers have to give special thought to where the service would be provided. Thus, a fine dine restaurant is better located in a busy, upscale market as against on the outskirts of a city. Similarly, a holiday resort is better situated in the countryside away from the rush and noise of a city. 4. Promotion: Since a service offering can be easily replicated promotion
becomes crucial in differentiating a service offering in the mind of the consumer. Thus, service providers offering identical services such as airlines or banks and insurance companies invest heavily in advertising their services. This is crucial in attracting customers in a segment where the services providers have nearly identical offerings. 5. People: People are a defining factor in a service delivery process, since a
service is inseparable from the person providing it. Thus, a restaurant is known as much for its food as for the service provided by its staff. The same is true of banks and department stores. Consequently, customer service training for staff has become a top priority for many organizations today. 6. Process: The process of service delivery is crucial since it ensures that the
same standard of service is repeatedly delivered to the customers. Therefore, most companies have a service blue print which provides the details of the service delivery process, often going down to even defining the service script and the greeting phrases to be used by the service staff. 7. Physical Evidence: Since services are intangible in nature most service
providers strive to incorporate certain tangible elements into their offering to enhance customer experience. Thus, there are hair salons that have well designed waiting areas
often with magazines and plush sofas for patrons to read and relax while they await their turn. Similarly, restaurants invest heavily in their interior design and decorations to offer a tangible and unique experience to their guests.
Characteristics of Indian customers

To study the special characteristics of Indian customers one of the most important source is the national survey on "All India Savings and Deposits trends and patterns" conducted by the national institute of bank management (NIBM) in 1986 under the aegis of Indian Bank's Association. This survey has collected data about households and institutions separately on a host of parameters of interest to bank marketers. The major findings of this national survey are as follows:A. House-Hold Segment:1) A large number of (80-85 percent) bank savers are either professionals or services workers. A sizable population of production workers is still not bank savers, who are yet to be tapped by banks. 2) Banking is a still a habit mainly of the literate class only with 86-94 of the bank savers being literate. Against this 30-42 of non bank savers are illiterate - a potentially lucrative market segment for banks to tap with innovative products and marketing strategy. 3) Urban non-bank savers show a strong preference for investment in physical rather than financial assets. The motive behind this preference deserves to be examined to tap this important group of house hold segment effectively. 4) 76-87 percent of investment in financial assets by non-bank savers goes to instruments like post office savings, LIC, PPF, Chit Funds etc. 5) Awareness about most banking products is strikingly low amongst non-bank savers continue to stay away from becoming bank savers. Aggressive marketing promotion may overcome this problem. 6) Most important reasons for saving amongst bank savers are provision for old age and provision for marriage. 7) Suitable location of a bank branch and quality of its service are the two main criteria for selection of bank by bank savers.
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8) Foreign and Grarmin banks have an edge over public and private sector banks in terms of quality of service they offers. 9) Only 56-62 percent of bank savers feel that bank staffs have a positive attitude towards customers. A sizeable 35-41 percent opinion that the attitude of bank staff is neutral. 10) Of the total suggestions given by the urban bank savers, 31% pertain to improvement in systems and procedure of banks, 28% to improvement in customer services and an additional 18% to providing better and new services to bank savers. 11) 9% of urban non-bank savers and 5% of rural non-bank savers have bank accounts which were closed later. Two main reasons for their closure have been, insufficient savings and quite significantly the non-co-operative attitude of bank employees. 12) About 77% of urban bank savers and 52% of rural bank savers read newspapers and see movies regularly. The media habit of non-bank savers could be useful for marketing promotion by banks in this potentially profitable market. B. Institutional segment 1) In general irrespective of the type of banks, the quantum of interest and security of investment are found to be most important reasons prompting institutional savers to invest in banks. 2) Unlike household savers, institutional savers are not quite satisfied with the speed of various bank services. 3) Majority of complaints of institutional savers about bank services pertain to delay in transactions, error in entries of passbook/Statement of account, misbehavior of bank staff etc. C. Bank marketing strategy In classical marketing literature there are four components of marketing strategyproduct, price, palace and promotion. But when it comes to service marketing the context is different due to intangible nature of services products, tangibilising them becomes important. And attention to the process producing quality product is crucial, again because of the strong presence of the human factor. Keeping all these in view bank marketing strategy has seven components- product, price, place, promotion, process, people, and physical evidence. Each component is taken one by one,
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7 Ps of bank marketing
In classical marketing literature there are four components of marketing strategyproduct, price, palace and promotion. But when it comes to service marketing the context is different due to intangible nature of services products, tangibilising them becomes important. And attention to the process producing quality product is crucial, again because of the strong presence of the human factor. Keeping all these in view bank marketing strategy has seven components- product, price, place, promotion, process, people, and physical evidence. Each component is taken one by one, The first *p'- Product: The products are broadly classified in two categories: 1) Core products Core products are essentially all those products, which define what kind of business we are in? For example, for a bank some core products are saving account, current account, deposit etc. the basic characteristic of all these products is two fold. Firstly they define the business of commercial banking in the sense that, whatever banking services we extended, one or the other of these core products are bound to figure in them. Another characteristics of core products is that they do not necessarily have a strong marketing content. Strong marketing content would mean the product must be specifically designed keeping in view the needs of customers in welldesigned homogeneous market segment. 2) Formal product: Formal products are made up of, Usually combination of two or more core products and They have a strong marketing content in as much as they cater to some specific
customer needs
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During the last few years, a spate of formal products have hit the market due to rising customer expectations and the anxiety of bank to attract his attention. 3) Augmented product: This is the age of the value addition. Everybody is sold the idea of value added products and services. The augmented product is basically a formal product is basically a formal product with some ancillary benefit attached to it. The main advantage of an augmented product stems from its strong marketing content. As it is, the augmented product which itself has a strong marketing content. It is sought to be further reinforced through value addition The second p-price Price is a tool in marketing strategy of banks has got very little practical utility became of the administered pricing structure. Till recently, the deposit and lending interest rates were totally prescribed by the RBI but now a clays the administer pricing in Indian banking is steadily being deregulated. This is unfolding as a part of the economic liberalization program of the government. The pricing policy in the banking sector can be understood from three approaches: 1] "Cost Plus" approach, which would call for a detailed analysis and services. 2] Market oriented approach what the market can bear or accept. 3] Competition related approach i.e. what the competitor is doing. The third p-place:The place strategy in marketing essentially answers the question, "where to market our products or services" The following innovations in place strategy have been depicted :1] The first strategy is of extension counters, satellite quinces and the like, secondly the concept of special counters for certain customer segments. Thirdly the catching up in the sector for catering to select customer segments. Fourthly, the idea
of mobile offices is also a part of current banking practice fifthly, technology has also been deployed by banks for implementing their place strategy. Such as ATM and home banking. Sixthly, a relatively recent innovation is that of strategic alliance. The fourth p promotion: Advertisement is the most tangible and omnipresent face of marketing promoting promotion. But marketing promotion is surely much so in services oriented business like banking. Any marketing promotion campaign has tow basic objectives to inform the prospective customer and then to persuade can be undertaken through various means like press advertisements personal interactions with customer e.t.c. Basically there are fore major components of a promotional strategy viz various Advertising, Sales, promotion, Publicity, Personal selling The fifth p-process: The importance of process in bank marketing strategy is based on the value chain concept propounds by Michael porter. A typical value chain would encompass all activities right from the product conception stage, to product designing and development, down to its marketing at branch level accounting procedure for putting through the transaction all theses leading to the customers bank satisfaction with the product he has purchased in a nutshell, we may say that process is crucial to the bank marketing strategy in as much as it can give value for buyers and an element of the crucial important of process in service marketing the international standard organization has stipulated a separate for services organization This guidelines are covered in 150 9004, part-2 under the caption "Quality management and quality system elements -"Giddiness for services"
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The sixth p-people: The inseparability principle of bank marketing is a crucial factor, which differentiates it from product marketing. The product and the serves together constitute what we call a crucial to the success of internal marketing need to be needs to treat our frontline people as the first customers of all our products and strategies. The seventh p-physical evident: Physical evident as a strategic tool for the bank marketer derives its sustenance from the intangibility principle. Banking product are intangible and tangibilising them is a major challenge to the bank marketing. The upkeep of branch premises and interior decor of branch the imaginative designing of bank stationery used by customer product packaging could be an another tangibilising aspect most importantly the product specious of their customer. Product experience of the customer perhaps the best tangibilisation strategy is to heighten customer satisfaction. Design the products based on well-researched customers need and expectation. Build uniqueness and value in it nothing succeeds and never will better than this strategy of tangibilisation.
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CHAPTER VI
DATA REPRESENTATION AND ANALYSIS
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Table No. 1
AWARENESS REGARDING BANK PRODUCT AND SERVICES
SR. NO
PRODUCT AND SERVICES
NO OF RESPONDANCE 27 3
IN %
1 2
FIXSED DEPOSIT Prudential Life Insurance
45 5
3 4 5 6 7 8 9
Saving account Current account Agricultural Loans Home loans Vehicle loans Educational loans YOUNG STARS ACCOUNT
45 53 9 19 39 11 2
81.66 88.33 15 31.66 65 18.33 3.33
10 11
BANK@CAMPUS Toll free -Tele service
0 2
0 3.33
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100 90 80 70 60 50 40 30 20 10 0 BANK@CAMPUS Saving account Home loans
NO OF RESPONDANCE
YOUNG STARS ACCOUNT
Toll free -Tele service
Agricultural Loans
Educational loans
FIXSED DEPOSIT
Prudential Life Insurance
Current account
Vehicle loans
IN %
10
11
Interpretation
It is clear from the above table that majority of the respondent are aware of the traditional bank products i.e. savings and current accounts. Only 5% of the respondents are aware of the "Prudential Life Insurance". Negligible percentage of respondents has said that they know the customer care services of the bank. It can be said that traditional products are more popular than new products.
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Table No. 2 CUSTOMER OPINION ON RATE OF INTEREST
Sr. No. 1 2 3 4
Particulars High Reasonable Low No answer
Loans 01 49 09 01
In % 1.66 81.66 15.00 1.66
Deposites 14 41 02 03
In % 23.33 68.33 3.34 5.00
90 80 70 60 50 40 30 20 10 0 Loans In % Deposites In % 1 High 2 Reasonable 3 Low 4 No answer
Interpretation It can be said from the above table that the majority (81.66%) of respondents are satisfied with the rate of interest on loans while 68.33% of respondents are satisfied with the rate of interest on deposits. It seems that majority of respondents have no compliant against the rate of interest.
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TABLE . 3 CONVENIENCE FOR REACHING THE BANK Sr. No. A Particulars Not convenient B C Convenient No answer 57 3 95 5 No. of respondents 0 In % 0
100 90 80 70 60 50 40 30 20 10 0 Not A convenient Convenient B No answer C No. of respondents In %
Interpretation The above table reflects that almost all the respondents except 5% have no problem to reach the bank. It can be said that bank location is ideal.
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Table no. 4 EASE OF BANKS VISIBILITY AND IDENTIFICATION
Sr. No. 1 2
Particulars Easy Difficult
No. Of respondents 32 26
In % 53.33 46.66
60 50 40 30 20 10 0 No. Of respondents In % 1 Easy 2 Difficult
Interpretation Nearly 40% of the respondent finds it difficult to spot the banks building as mentioned in the table above.
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Table no. 5 PUBLICITY THROUGH DIFFERENT MEANS Particulars Advertisement Newspapers Previous customers Internet No. of respondents 0 0 57 3 In % 0 0 95 5
100 90 80 70 60 50 40 30 20 10 0 Advertisement Previous customers Newspapers Internet
No. of respondents In %
Interpretation The above table depicts that 95% of respondents have come across to bank through previous customer while negligible that is 5% of customers have voted for Internet and no one responded to advertisement or newspapers. It shows that bank still now relies on traditional means of promotional activities.
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Table No. 6
SUITABILITY OF WORKING HOURS
Sr. no. A B
Particulars Suitable Not Suitable
No. of respondents 60.00 00.00
In % 100.00 000.00
120 100 80 60 40 20 0 No. of respondents In % A Suitable B Not Suitable
Interpretation The above table shows that no respondent faces any problem concerning the banks working hours.
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Table No. 7 REASONS FOR MAINTAINING ACCOUNTS AT THE BANK Sr. no. 1 Particulars Closure to resident 2 3 Suitable timing Satisfactory services 4 Knows member 5 6 Nationalized bank Friends having 08 01 13.33 01.66 the staff 25 41.66 00 07 00.00 11.66 No. of respondents 19 In % 31.66
account at bank
45 40 35 30 25 20 15 10 5 0 Suitable timing Knows the staff member Satisfactory services Closure to resident Nationalized bank Friends having account at bank
Interpretation Majority i.e. 46.66% of respondents have stated that the reason for maintaining the account at the bank is that they knows the staff member, while 31.66% have stated closure to resident and negligible % have favored for satisfactory services, nationalized banks. It is clear that personal contacts with staff members contributes largely to increase consumer market.
Table no. 8 COMMUNICATION OF VARIOUS SCHEMES Sr. no. 1 2 Particulars Communicated Not communicated No. of respondents 56 0 In % 93.66 0
Sometimes
6.66
100 90 80 70 60 50 40 30 20 10 0 1 2 Sr. no. Particulars 1 Communicated 2 Not 2 communicated 3 Sometimes
Interpretation As shown in the above table 93.66% of respondents states that they are communicated with different means like notices, leaflets etc.No doubt majority of respondents are satisfied.
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Table no. 9 BANKING ENVIRONMENT AND PREMISES Sr.no. 1 2 particulars Yes No No. of respondents 60 00 In % 100.00 000.00
120 100 80 60 40 20 0 No. of respondents In % 1 Yes 2 No
Interpretation All the customers are satisfied by the bank surroundings and premises. Bank located in main market of kavathe mahankal. Thats why customer feel eace banking.
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Table No. 10
EASE OF ACCESS TO SLIPS
Sr. no.
Particulars
No. of respondents
In %
A B C
Yes No Sometimes
58
96.66
02
03.33
120 100 80 60 40 20 0 Yes A No B Sometimes C No. of In %
Interpretation Almost all the respondents except 3.33% states that the different slips are easily available in the bank. Slips are very good represented.
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Table No. 11
EASE OF IDENTIFICATION OF COUNTERS
Sr. no. A B
Particulars Yes No
No. of respondents 60 00
In % 100.00 000.00
120 100 80 60 40 20 0 No. of respondents In % A Yes B No
Interpretation All the respondents have voted that the different counters in the banks are easily identifiable. Banks security guard tells where the counter is.
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Table No. 12 ADEQUACY OF PARKING FACILITY
Sr. no. A B
Particulars Adequate Not adequate
No. of respondents 00 60
In % 000 100
120 100 80 60 40 20 0 No. of respondents In % A Adequate B Not adequate
Interpretation All the respondents are not satisfied by the parking facilities made available by the bank as shown in the above table. There is not sufficient space for parking.
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Table No. 13 TIME TAKEN TO SANCTION A LOAN
Sr. no. A B C D
Particulars Less than two days 2-5 days 5-10 days More than 10 days
No. of respondents 00 52 08 00
In % 00.00 86.66 13.33 00.00
100 90 80 70 60 50 40 30 20 10 0 Less than two days A 2-5 days B 5-10 days C More than 10 days D No. of respondents In %
Interpretation Majority of respondents finds that the time taken to sanction a loan is between 2-5 days while negligible i.e. 13.33% of respondents finds it between 5-10 days. It can be said that the time taken, in general, to sanction a loan is 2-5 days.
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Table no. 14 TIME TAKEN TO DEPOSIT THE CASH Particulars Two minutes 2-5 minutes More than 5 minutes
100 90 80 70 60 50 40 30 20 10 0 Two minutes 2-5 minutes More than 5 minutes No. of respondents In %
No. of respondents 56 4 0
In % 93.33 6.66 0
Interpretation The above table shows that 93.33% of respondents states that the time taken for depositing the cash is about two minutes and negligible percentage favors 2-5 minutes.
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Table No. 15
TIME TAKEN TO CREDIT ACCOUNT AFTER DEPOSITING LOCAL CHEQUE.
Sr. no. A B C
Particulars Less than two days 2-5 days More than 5 days
No. of respondents 51 09 00
In % 85.00 15.00 00.00
90 80 70 60 50 40 30 20 10 0 Less than two days A 2-5 days B More than 5 days C No. of respondents In %
Interpretation The above table shows that the time taken by the bank to get money credited to the account after depositing local cheque is less than two days as 85.00% of respondents states it and about 15 % of respondent finds that it takes 2-5 days.
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Table No. 16
DIFFICULTY TO FILL THE SLIPS Sr. no. Particulars No. of respondents A B Yes No 0 60 0 100 In %
120 100 80 60 40 20 0 No. of respondents In % A Yes B No
Interpretation It is clear from above table that none of the respondent finds it difficult to fill different slips provided by the bank. Bank keep simple way for filling slips.
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Table No. 17 BANKS RESPONSE TO CUSTOMERS ENQUIRIES Sr. no. 1 2 3 Particulars Satisfied Not satisfied No answer No. of respondents 57 00 03 In % 95.00 00 5.00
100 90 80 70 60 50 40 30 20 10 0 Satisfied 1 Not satisfied 2 No answer 3 No. of respondents In %
Interpretation It is clearly mentioned in the above table that 95% of respondents feels that their enquiries are treated satisfactory while 5% have no answer to it.
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Table No. 18 CUSTOMER OPINION ON PROCESSING TIME Sr. no. A B C D E Particulars Very fast Fast Reasonable Slow Very slow No. of respondents 0 0 49 11 0 In % 0 0 81.66 18.33 0
90 80 70 60 50 40 30 20 10 0 Fast Reasonable Very fast Very slow Slow
Interpretation The above table reflects that 81.66% of respondent have stated the processing time of the bank is normal while 18.33% of respondent are not satisfied. It is the area of the bank should improve.
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Table no. 19
BANK'S RESPONSE TO CUSTOMER'S SUGGESTIONS
Sr. no. A B C
Particulars Satisfied Not satisfied No answer
No. Of respondents 56 00 04
In % 93.33 00.00 06.66
100 90 80 70 60 50 40 30 20 10 0 Satisfied A Not satisfied B No answer C No. Of respondents In %
Interpretation Majority i.e. 93.33% of customers thinks that there suggestions are treated timely while 6.66% of customers have no answer
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Table 20 STAFF'S CO-OPERATION TO CUSTOMERS Particulars No. of respondents In %
Co-operative
55
91.66
Not cooperative
No answer
8.33
100 90 80 70 60 50 40 30 20 10 0 Co-operative Not co-operative No answer No. of respondents In %
Interpretation It is clear from the above table that the bank staff is co-operative as 91.66 % of respondents stated that the staff is co-operative while 8.33% respondents have no answer.
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Table No. 22 CONSUMER OPINION ABOUT BANK
Sr. no. 1 2 3 4 5
Particulars Excellent Good Reasonable Bad Worst
No. of respondents 27 24 09 00 00
In % 45.00 40.00 15.00 00.00 00.00
50 45 40 35 30 25 20 15 10 5 0
Reasonable
Excellent
Interpretation The preceeding table throws light on the fact that majority of the respondent are fully satisfied by the bank, as 45% of respondents rate it excellent, 40% good and 15% rate it reasonable
Worst 5
Good
Bad
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CHAPTER V
FINDINGS AND SUGGESTIONS
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FINDINGS 1) The traditional products are more popular where as negligible number of respondents are aware of innovative products like "Pr", "Gift Cheque" etc. [Reference Table No. 1]
2) Negligible percentage of customers is aware of the customer care services provided by the bank. [Reference Table No. 1]
3) Nearly 50% of respondents find it difficult to spot the bank building. [Reference Table No.
4) Bank timing is not a matter of concern for any of the respondent. [Reference Table No.6]
5) Location of the bank and personal contacts with staff are the major reasons stated by the consumers for maintaining accounts at the bank. [Reference Table No.7]
6) Sizeable customers feel that the processing time taken by the bank is not worthwhile. [Reference Table No. 19]
7) Mouth publicity contributes the major part of the banks promotional means; the modern means are either ineffective or not used by the bank. [Reference Table No.5]
8) Majority of customers are satisfied with the bank. [Reference Table No.22]
SUGGESTIONS
1] The bank should extensively advertise their innovative products through local news-papers and radio to reach the concerned market segment.
2] The bank should use different colour scheme for the building for visibility and should have a digital board.
3] The bank should heavily advertise the fact that, it is a national bank to create a vote of trust in market.
4] The bank should use electronic media to reach larger section of market.
5] The bank should arrange meetings at least once in a year with customers to share their views and suggestions.
6] The processing time taken for different transactions should be reduced considerably through reducing the unnecessary steps in the transactions and by extending the working hours of the bank.
7] The bank should distribute the brouchers containing information of the customer care services like railway ticket booking, toll-free tele services etc. to create awareness about it among the customers
8] The bank should be fully computerized to provide the sophisticated services to the customers.
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BIBLIOGRAPHY AND QUESTIONAIRE
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BIBLIOGRAPHY
1) Marketing of financial services By A. K. Avdhani. 2) Marketing of Banking Services By Rajeev K. Seth. 3) Magazines, Annual reports of Syndicate bank. 4) Internet
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A STUDY OF MARKETING OF BANKING SERVICES WITH SPECIAL REFERENCE TO SUNDICALE BANK
QUESTIONAIRE A] Personal Information 1] Name 2] Age 3] Occupation 4] Education 5] Annual Income
B] Products
1] Are you aware of the following deposit schemes?
A] Term deposits B] Synd Arogya scheme C] Savings account
2] Are you aware of the following loan schemes?

A] Agricultural loans B] Home loans C] Vehicle loans D] Educational loans
3] Are you aware of the following customer care Services?

A] Railway booking B] Complaint redresser system C] Toll free tele services
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4] Are you satisfied with the range of products made available to you?
A] Yes B] No C] To some extent
C] Price
1] Whether you are aware of the rate of interest on loans and deposits? A] Yes B] No
2] How would you rate the rate of interest on loans and Deposits? Loans Deposits A] High B] Reasonable C] Low D] No answer A] High B] Reasonable C] Low D] No answer
D] Place
1] How did you travel to the bank? A] Bus/Auto B] Own Vehide C] Walking
2] Do you find any difficulty to reach the bank? 1] Yes 2] No 3] Sometimes
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3] Dons the location is easily visible and convenient to identify? 1] Yes 2] No
E] Promotion
1] Generally how did you have the idea of syndicate bank? A] Advertisement B] Newspapers C] Previous Customer D] Any other Please spicily 2] Why do you prefer to maintain account at this bank? A] Closure to residence B] Satisfactory services C] Satisfactory Services member personally D] Any other please specify
3] Are the present working hour suitable to you A] Yes B] No
4] Whether the notice, leaflets, broachers are regularly made available to you? A] Yes B] No C] Sometimes
F] Physical Evidence
1] Whether the bank surrounding are maintained neatly A] Yes B] No
V.P.I.M.S.R, SANGLI
Page 73
2] Whether all the slips are kept for easy access? A] Yes B] No C] Sometime
3] Whether the parking facilities for vehicles are adequate? A] Yes B] No C] No answer
4] Whether the counter in the bank are easily identifiable? A] Yes B] No
5] Whether the seating arrangements are adequate A] Yes B] No
G] Process
1] Generally, how long does it takes to sanction a loan? A] 2 days B] 2-5 days C] More than 10 days
2] How long does it takes to deposit cash? A] 2 minutes B] 2-5mints C] More than 5 days
V.P.I.M.S.R, SANGLI
Page 74
3] How long does it takes to get money credited to your account after submitting a local cheque? A] Less than 2 days B] 2 to 5 days C] More than 5 days
4] Whether the slip and withdrawing or depositing cash is difficult to understand? A] Yes B] No
5] How would you rate the processing time taken for transaction by the bank? A] Very fast B] Fast C] Reasonable D] Slow E] Very slow
6] Are you satisfied with the complaint Redressal machinery of the bank? A] Yes Bl No
H] People
1] Whether your inquiries are treated satisfactorily? A] Yes B] No C] Sometimes
V.P.I.M.S.R, SANGLI
Page 75
2] Whether your suggestions are attained timely? A] Yes B] No C] Sometimes
3] Does the employees help you to complete the proceeding of transactions? A] Yes B] No C] Sometimes
4] How would you rate the overall behavior of staff ? A] Polite B] Reasonable C] Not-co-operative
I] How would you rate the overall bank A] Excellent B] Good C] Reasonable D] Bad E] Worst
V.P.I.M.S.R, SANGLI
Page 76

Marketing of Banking Services

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Marketing of Banking Services

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SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

Mr. KUNAL S. KORE

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

1.2 Statement of the study

1.3 Objectives of the study

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

Bank Profile [ Profile Of Organization ]

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

ORGNISATION STRUCTURE OF ICICI BANK

Mrs.Lalita D. Gupta Joint MD & CEO

Mr.S.H. Bhojani Deputy MD

Mr.Sanjeev Kerker SGM-Risk Mgt

Mr.S. Mukherji Major Client Group

Mrs.Shikha Sharma SGM-Personal financial Services

Mr.M.J.Subbaiah SGM-Growth Client Group

Mr.Arvind Joshi GM-IT

Mr.S.P.Nagar Katte GM-M&A

Mr.S.Khasnotis Dr.Nachiket Mor GM-Western Region GM-Treasury (Investment-Economic Research

Mrs.Ramani Nirula GM-Northern Region

Dr.S.C.Nanda GM-Corporate Marketing

Mr.R.Karunan GM-Oil & Gas

Mrs.Chanda Kochhar GM-MCG

Mr.A. Mukerji GM-Infrastructure Group, Struched Products, Advisory Services

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

A. For Domestic Deposits Below Rs.15 Lacs

SHIVAJI UNIVERSITY, KOLHAPUR

B. For Domestic Deposits of Rs.15 Lacs to less than Rs. 1 Crore

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

Three months ended

Six months ended

Year ended March 31, 2011

Septemb er 30, 2011 (Unaudit ed)

June 30, 2011

Septemb er 30, 2010 (Audited ) 6,309.10

Septemb er 30, 2011 (Audited ) 15,776.1 4

Septemb er 30, 2010 (Audited ) 12,121.6 4

Interest earned (a)+(b)+(c)+ (d)

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR

SHIVAJI UNIVERSITY, KOLHAPUR