Description
Financial Project on of retail value added services of selected public & private sector banks
PRESENTED TO:
B.W.T.INSTITUTE OF BUSINESS ADMINISTRATION
3011, 3036, 3045, 3062, 3068, 3109, 3137, 3138, 3144, 3210
PRESENTED BY: Roll No:
CONTENTS OF REPORT
?
? ? ? ? ? ?
?
? ?
RESEARCH METHODOLOGY INTRODUCTION TO BANKING 7P’S OF MARKETING SWOT ANALYSIS PEST ANALYSIS PORTER ANALYSIS INTRO OF SERVICES & GAP MODEL DATA ANLYSIS & INTERPRETATION CONCLUSION & SUGGESTION BIBLIOGRAPHY
3
OBJECTIVE OF RESEARCH
Primary objectives:?Compare
the various value added services offered by public & private sector bank in Ahmedabad
Secondary objectives:?To
know that how banks are providing value added services.
?To
know the consumer satisfaction about different value added services offered by these banks.
4
RESEARCH DESIGN
?
Exploratory design Descriptive design Observatory design
?
?
5
RESEARCH DATA
Primary data sources ? Secondary data sources
?
RESEARCH APPROCHES
Observational research ? Focus Group Research ? Behavioral Research ? Experimental Research ? Survey Research
?
6
RESEARCH INSTRUMENT
?Questionnaire
?Mechanical Devices
?Psychological Tools
7
SAMPLING PLANS
?
Sample units Customers of banks Sample size We have taken sample size 200 Sample procedure
robability sampling Non Probability sampling
?
?
?
?
?
?
CONTACT METHOD
?
Personal Interview Telephone Interview Electronic Method
?
?
9
LIMITATIONS OF RESEARCH
?
Time and cost. Poor Response.
?
10
Introduction of Banking
? ?
? ?
History & Introduction of Banks Modern banking Services and their Advantages Meaning and Structure of Banks in India Types and classification of Banks in India
Details of banks
PRIVATE SECTOR
? ?
ICICI HDFC
PUBLIC SECTOR
? ?
STATE BANK OF INDIA BANK OF BARODA
PRODUCT MIX
?
? ?
Type of Product
Tangible intangible
?
? ? ? ? ?
Product Levels
Core benefits Basic product Expected product Augmented product Potential product
?
? ? ? ? ?
Flowers of Services
Information Order taking Consultation Hospitality Care Taking
PROMOTIONAL MIX
?
Advertising
Finalizing the budget Message Selection Selecting a suitable vehicle/media Making advertisement
? ? ? ?
?
Sales Promotion Personnel Selling Events & experience
?
?
PRICE MIX
?
Charges of different banks ATM charges
?
PLACE
Customer visits the service station ? Service provider visits the customer ? Both meet through intermediary ? Remote services
?
? ?
?
ATM Mobile Banking Online Banking
PEOPLE/INTERNAL MARKETING
?
?
? ?
IMPORTANCE OF PEOPLE IN SERVICE MARKETING TYPES OF SERVICE PERSON
High contact Low contact
?
?
STRATEGY FOR INTERNAL MARKETING
Staffing Organising support
?
?
THE PROCESS
?
?
TYPES OF SERVICE PROCESS
People processing Processing of information Material processing
?
?
?
? ? ?
TYPES OF PROCESS
Continuous process Job-Shop production Intermittent process
?
SERVICE PROCESS MATRIX
THE PHYSICAL EVIDENCE
? ?
? ?
IMPORTANCE TYPES OF PHYSICAL EVIDENCE
Dominant evidence Peripheral evidence
?
? ? ? ? ? ? ? ?
DIMENSION OF SERVICE ENVIRONMENT
Architectural style Service layout Lighting Fixture Symbols Signage Tangibles Punch lines
SWOT OF SBI
? ? ? ? ? ? ? ?
STRENGHTS Brand image Market leader Wide Distribution Networks Diversified Portfolio Government Owned Low Transition Costs Staff Strength WEAKNESSES Non Performing Assets Modernisation Lack of professionalism Intense Competition
? ? ? ? ?
?
?
OPPORTUNITIES Merger of Associate banks Increasing the Population Expansion of the City Increasing the Standard of Living Planning for more branch & ATM Increasing customer trade & business THREATS Advent of MNC banks Consumer expectations Private Banks Employee Strike
? ? ? ? ?
?
?
? ? ?
SWOT OF BOB
?
? ?
STRENGHTS
Brand Image Growth Of overseas branch Diversified Portfolio Low Transition Costs
?
? ? ? ?
OPPORTUNITIES
Increasing the Population Expansion of the City Increasing the Standard of Living Increasing customer trade & business
?
?
?
? ?
WEAKNESSES
Customer care in case of ATM Less Popular among people except in Gujarat Less Branches as compared to SBI Intense Competition
?
?
THREATS
Increasing no of Multinational or foreign banks Intense Competition Threats of Substitutes
? ?
?
?
SWOT OF ICICI
?
? ? ? ? ? ? ? ? ?
STRENGHTS
Brand Image Market share Huge Network Diversified Portfolio Salary Account Working Hours Treasury Department Aggressive Marketing technology
?
? ?
OPPORTUNITIES
New IT & ITES companies Dissatisfied customer of other Banks Remittances Business advising for smaller players
?
?
?
?
? ? ?
THREATS
Advent of MNC Dissatisfied customers Ever improving nationalized banks Threat of substitutes
?
? ?
WEAKNESSES
Transaction cost Focus only on high and customer Defensive approach in lending Little presence outside India Poor customer care/services Intense competitions
?
? ? ?
SWOT OF HDFC
?
?
STRENGHTS
Right strategy for the right product Great brand Image Dedicated workforce aiming at making a long-term career in the field Technology Professionalism Huge Network
?
? ? ? ?
OPPORTUNITIES
Could extend to overseas broadly Increasing the population Expansion of the city Increasing the standard of living
?
?
? ? ?
?
?
THREATS
Very high competition prevailing in the industry Lack infrastructure in rural area could constraints investment High volume/low cost market is intensively competitive Advent of MNC banks Threats of substitutes
?
?
? ? ? ?
WEAKNESSES
High transaction costs Focus only on high end customers Less branches compared to others Intense competition
?
? ?
Political Factors ? How stable is the political environment?
? ? ?
?
?
?
?
Influence the Government Policy / Law on your business Liberalization Government’s policy on the economy Immediate laws which affect any business in general Environment Protection Law Subsidy Control on Pricing
?
?
GDP of the country
The trend for India’s GDP growth rate are given below : 1960-1980 - 3.5% 1980-1990 - 5.4% 1990-2000 - 4.4% 2000-2009 - 6.4% Contibution to the indstry INDUSTRY 1990-91 2005-06 2007-08 Agriculture: 32% 20% Service : 41% 54% Industry: 27% 26%
Economic Factors
? ? ? ? ?
17% 54% 29%
? ? ? ?
Interest rate Rise in income Young Home loan Seekers Government outlook towards
? ? ? ?
Bank Financing Interest Rates Inflation Business Cycle
?
?
? ?
Socio-Cultural Demographics
Population:1,166,079,217 (2009 ) Growth rate:1.548% (2009)
Factors
Population & Growth rate population in India Male-Female Ratio:
?
? ? ? ?
At birth:1.12 male (s)/female (2009) Under 15:1.10 male (s)/female (2009) 15-64 years:1.06 male (s)/female (2009) 65-over:0.90 male (s)/female (2009)
?
? ? ? ?
More Youngsters:
Age structure: 2009 31.1% (male 190,075,426/female 172,799,553) (2009) 63.6% (male 381,446,079/female 359,802,209) (2009) 5.3% (male 29,364,920/female 32,591,030) (2009)
? ?
?
Different type of consumer: DINKS
Birth rate:22.22 births/1,000 population (2009)
Different type of customer ? DINKS ? Social Mobility ? Life Style Changes ? Consumerism
?
Technological Factors ? Advantage of Technology
?
In terms of Economies of Scale
New Discoveries & Innovations ? Speed & Cost of Technology Transfer ? Status of technology ? High technological base ? Pace of growth of technology ? Suitable infrastructure for technology
?
Other Factors ? Banking System
?
Infra Structure
?
?
Communication Transportation
Entry Barriers
POTENCIAL ENTRANTS
Threats of new entry
Bargaining Power
Bargaining Power
SUPPLIRS
RIVALRY AMONG EXISRING FIRMS
BUYER
SUBSTITUTES
Constraints Pricing
RIVALRY AMONGS EXISTING FIRMS
?
? ? ?
NATURE OF COMPETITION GROWTH RATE IN THE MARKET HIGH EXIST BARRIERS UNORGANIZED AND ORGANIZED FIRM
THREATS OF NEW ENTRANTS
THREATS OF SUBSITUTES
BARGANING POWER OF BUYER
?
Volume of purchase
The cost of switching Threats of new entry
?
?
BARGANING POWERS OF SUPPLIERS
?
The cost of switching
Supplier brand is powerful Bank staff & stationery suppliers
?
?
Detail of Value Added Services
?
Various services ATM Mobile Banking
?
?
?
Online Banking
GAP MODEL
? Applications
Model ? Theory of the Gaps Model ? History of the Gaps Model ? Gap 1: ? Gap 2: ? Gap 3: ? Gap 4: ? Gap 5:/Customer gap:
of the Gaps
DATA ANLYSIS & INTERPRETATION
?
Q-2 What is your age? Q-4 Profession?
?
?
Q-5 Income?
80 70 60
74
72
76
63
51
60
59 50 42
q-2 q-4
50 40
30 20 10 0 0
30
22 8
q-5
2 a b c d e
Q-2
Below 16 yrs. 0%, 16 to 25 yrs. 38%, 25 to 40 yrs. 36%, 40 to 60 yrs. 25%, above 60 yrs. 1%
Q-4
Service Business Professional Others 36% 32% 11% 21%
Q-5
State Bank of India Bank of Baroda ICICI HDFC 35% 26% 22% 17%
?
Q-7 Do you have bank account ? If yes, then in which Bank?
?
Q-8 Which type of account you have?
Q-10 Do you have maintained fixed deposit with your bank?
?
?
Q-11 How frequently utilize banking facility?
180 160 140 120 100 80 60 40 20 51
168168
127
q-7 q-8
73
72 50 27 34 51 43
q-10
45
q-11
0 1
Q-7
2
3
4
Q-10
Q-8
35% 26% 22% 17%
State Bank of India Bank of Baroda ICICI HDFC
Saving A/c Current A/c
Q-11 Yes No 37% 63%
77% 23%
Ones in a week Daily Twice in week Others
58% 09% 18% 15%
?
Q-12 Do you avail the locker facility with this bank? Q-13 If no, do you have locker with other bank? Q-14 Which type of services you prefer for banking?
Q-15 Which facility you are utilizing currently?
?
?
?
250 200 150 100 59 200194
q-12
141
q-13
q-14
79 79 56 56
q-15
50 16
0 12 7 6
a
b
c
d
Q-12 Yes No 30% 70%
Q-13 Bank of Baroda State Bank of India HDFC ICICI Others 39% 29% 17% 15% 00%
Q-15 ATM Online Banking Mobile Banking 59% 24% 17%
Q-14
ATM Online Banking Mobile Banking 59% 24% 17%
Q-16 for which purpose you are using these facility?
Service
Withdrawals Deposits Balance Check Cheque Book Request Online status
ATM
50% 0% 2%
0% 20% 14%
50% 60% 29%
0% 12% 28%
0% 8% 27%
Mobile Banking Online Banking
250
200
196
193
150
atm mobile
100 70
53 50 18 0 0 1 0 4 2 0 3 4 0 5 66 63
online
32
11 3 7 6
?
Q-17 For ATM do you have add-on card? Q-18 If yes, then for whom?
?
160 140 120 138
100
q-17
80
62 60 43 40 20 0 a b c 26 12
q-18
Q-17
Yes No 31% 69%
Q-18
Spouse Children Others 53% 32% 15%
Q-19 Are you satisfied with the value added service provided by your banks?
Service
Highly Satisfied Moderately Satisfied Satisfied Dissatisfied
ATM
72%
27% 36%
17%
44% 40%
10%
26% 23%
01%
03% 01%
Mobile Banking
Online Banking
160 140 120 100
atm
140
80
mobile
60 40 20 0 0 0 1 0 2 33 30 27 20 18 16 0 3 0 4 1 2 1 5
online
28 17
Q-20 Reason for dissatisfaction (ATM)?
Reason
Highly Satisfied % Moderately Satisfied % Satisfied % Dissatisfied %
Break down Not get detail information
12 12
30 21
46 46
12 21
prefer personal interaction
Fear of transaction
11
10
15
10
33
65
41
15
80 70 60 50 40 31 30 20 1818 13 9 0 0 1 0 2 3 2 4 0 3 2 0 4 5 18 11 3 31
A B
69 65
44
C D
10
0
Q-20 Reason for dissatisfaction (MOBILE)?
Reason
Highly Satisfied %
Moderately Satisfied %
Satisfied %
Dissatisfied %
Network problem
25 20
35 47
18 38
21 14
32 27
30 31
25 15
14 08
Not get detail information
Prefer personal interaction
Fear of transaction
40 35 30 25
37
24 21
A B
20 15 10 5 0 0 0 1 0 2 0 3 0 4 5 15 1111 8 9 11 15 14 13 11 8 6 6
C D
Q-20 Reason for dissatisfaction (ONLINE)?
Reason Highly Satisfied % Moderately Satisfied % Satisfied % Dissatisfied %
Network problem
35
26
28
24
17
44
20
06
Not get detail information
Prefer personal interaction
Fear of transaction
32
37
27
24
31
28
10
11
35 32
30
25 20 15 10 5 2 0 0 0 1 0 2 0 3 0 4 5 9 15 13 8 24 21 19 1515 12 10 14 24
A B C D
5
Q-21 Reason for satisfaction (ATM)?
Highly Satisfied Reason % Convenient % % % Moderately Satisfied Satisfied Dissatisfied
66 82 43
25 15 36
08 03 20
01 0 01
Easy Access
Relaxed Government Guideline
180 163 160 140 120 100 80 60 40 20 0 0 0 1 0 2 0 3 0 4 58 48 30 15 48 26
A B C
130
6
2 0 1 5
Q-21 Reason for satisfaction (MOBILE)?
Reason Highly Satisfied % No need to go bank Moderately Satisfied % Satisfied % Dissatisfied %
67 39 55 42
20 54 40 38
13 07 05 20
0 0 0 0
Home transaction
Time savings
While traveling
50 45 40 43
35
30 25 20 15 10 5 0 0 0 1 0 2
32
30 23 19 13 8 4 3 0 3 0 4 5 10
A B C D
22 21
Q-21 Reason for satisfaction (ONLINE)?
Reason Highly Satisfied % No need to go bank Home transaction Moderately Satisfied % Satisfied % Dissatisfied %
60
50 75 47
31
36 10 34
3
14 3 19
0
0 3 0
Time savings
While traveling
60 50
50
48
40
37
A
30
28
26 23 20 12 10 11 2 4 2 5 2
B C D
20
10 0 0 1 0 2 0 3 0
0
0
Q-22 What more you expect from the banks?
CONCLUSION
SUGGESTION
BIBILIOGRAPHY
? BANK
WEB SITES ? WED SITE OF RBI ? INFORMATION FROM THE BANK’S BRANCH ? SERVICE MARKETING BOOK {K. Rama Mohan Rao} ? BOOK ON BANKING ? PREVIOUS YEAR REPORT
doc_890279558.ppt
Financial Project on of retail value added services of selected public & private sector banks
PRESENTED TO:
B.W.T.INSTITUTE OF BUSINESS ADMINISTRATION
3011, 3036, 3045, 3062, 3068, 3109, 3137, 3138, 3144, 3210
PRESENTED BY: Roll No:
CONTENTS OF REPORT
?
? ? ? ? ? ?
?
? ?
RESEARCH METHODOLOGY INTRODUCTION TO BANKING 7P’S OF MARKETING SWOT ANALYSIS PEST ANALYSIS PORTER ANALYSIS INTRO OF SERVICES & GAP MODEL DATA ANLYSIS & INTERPRETATION CONCLUSION & SUGGESTION BIBLIOGRAPHY
3
OBJECTIVE OF RESEARCH
Primary objectives:?Compare
the various value added services offered by public & private sector bank in Ahmedabad
Secondary objectives:?To
know that how banks are providing value added services.
?To
know the consumer satisfaction about different value added services offered by these banks.
4
RESEARCH DESIGN
?
Exploratory design Descriptive design Observatory design
?
?
5
RESEARCH DATA
Primary data sources ? Secondary data sources
?
RESEARCH APPROCHES
Observational research ? Focus Group Research ? Behavioral Research ? Experimental Research ? Survey Research
?
6
RESEARCH INSTRUMENT
?Questionnaire
?Mechanical Devices
?Psychological Tools
7
SAMPLING PLANS
?
Sample units Customers of banks Sample size We have taken sample size 200 Sample procedure
robability sampling Non Probability sampling?
?
?
?
?
?
CONTACT METHOD
?
Personal Interview Telephone Interview Electronic Method
?
?
9
LIMITATIONS OF RESEARCH
?
Time and cost. Poor Response.
?
10
Introduction of Banking
? ?
? ?
History & Introduction of Banks Modern banking Services and their Advantages Meaning and Structure of Banks in India Types and classification of Banks in India
Details of banks
PRIVATE SECTOR
? ?
ICICI HDFC
PUBLIC SECTOR
? ?
STATE BANK OF INDIA BANK OF BARODA
PRODUCT MIX
?
? ?
Type of Product
Tangible intangible
?
? ? ? ? ?
Product Levels
Core benefits Basic product Expected product Augmented product Potential product
?
? ? ? ? ?
Flowers of Services
Information Order taking Consultation Hospitality Care Taking
PROMOTIONAL MIX
?
Advertising
Finalizing the budget Message Selection Selecting a suitable vehicle/media Making advertisement
? ? ? ?
?
Sales Promotion Personnel Selling Events & experience
?
?
PRICE MIX
?
Charges of different banks ATM charges
?
PLACE
Customer visits the service station ? Service provider visits the customer ? Both meet through intermediary ? Remote services
?
? ?
?
ATM Mobile Banking Online Banking
PEOPLE/INTERNAL MARKETING
?
?
? ?
IMPORTANCE OF PEOPLE IN SERVICE MARKETING TYPES OF SERVICE PERSON
High contact Low contact
?
?
STRATEGY FOR INTERNAL MARKETING
Staffing Organising support
?
?
THE PROCESS
?
?
TYPES OF SERVICE PROCESS
People processing Processing of information Material processing
?
?
?
? ? ?
TYPES OF PROCESS
Continuous process Job-Shop production Intermittent process
?
SERVICE PROCESS MATRIX
THE PHYSICAL EVIDENCE
? ?
? ?
IMPORTANCE TYPES OF PHYSICAL EVIDENCE
Dominant evidence Peripheral evidence
?
? ? ? ? ? ? ? ?
DIMENSION OF SERVICE ENVIRONMENT
Architectural style Service layout Lighting Fixture Symbols Signage Tangibles Punch lines
SWOT OF SBI
? ? ? ? ? ? ? ?
STRENGHTS Brand image Market leader Wide Distribution Networks Diversified Portfolio Government Owned Low Transition Costs Staff Strength WEAKNESSES Non Performing Assets Modernisation Lack of professionalism Intense Competition
? ? ? ? ?
?
?
OPPORTUNITIES Merger of Associate banks Increasing the Population Expansion of the City Increasing the Standard of Living Planning for more branch & ATM Increasing customer trade & business THREATS Advent of MNC banks Consumer expectations Private Banks Employee Strike
? ? ? ? ?
?
?
? ? ?
SWOT OF BOB
?
? ?
STRENGHTS
Brand Image Growth Of overseas branch Diversified Portfolio Low Transition Costs
?
? ? ? ?
OPPORTUNITIES
Increasing the Population Expansion of the City Increasing the Standard of Living Increasing customer trade & business
?
?
?
? ?
WEAKNESSES
Customer care in case of ATM Less Popular among people except in Gujarat Less Branches as compared to SBI Intense Competition
?
?
THREATS
Increasing no of Multinational or foreign banks Intense Competition Threats of Substitutes
? ?
?
?
SWOT OF ICICI
?
? ? ? ? ? ? ? ? ?
STRENGHTS
Brand Image Market share Huge Network Diversified Portfolio Salary Account Working Hours Treasury Department Aggressive Marketing technology
?
? ?
OPPORTUNITIES
New IT & ITES companies Dissatisfied customer of other Banks Remittances Business advising for smaller players
?
?
?
?
? ? ?
THREATS
Advent of MNC Dissatisfied customers Ever improving nationalized banks Threat of substitutes
?
? ?
WEAKNESSES
Transaction cost Focus only on high and customer Defensive approach in lending Little presence outside India Poor customer care/services Intense competitions
?
? ? ?
SWOT OF HDFC
?
?
STRENGHTS
Right strategy for the right product Great brand Image Dedicated workforce aiming at making a long-term career in the field Technology Professionalism Huge Network
?
? ? ? ?
OPPORTUNITIES
Could extend to overseas broadly Increasing the population Expansion of the city Increasing the standard of living
?
?
? ? ?
?
?
THREATS
Very high competition prevailing in the industry Lack infrastructure in rural area could constraints investment High volume/low cost market is intensively competitive Advent of MNC banks Threats of substitutes
?
?
? ? ? ?
WEAKNESSES
High transaction costs Focus only on high end customers Less branches compared to others Intense competition
?
? ?
Political Factors ? How stable is the political environment?
? ? ?
?
?
?
?
Influence the Government Policy / Law on your business Liberalization Government’s policy on the economy Immediate laws which affect any business in general Environment Protection Law Subsidy Control on Pricing
?
?
GDP of the country
The trend for India’s GDP growth rate are given below : 1960-1980 - 3.5% 1980-1990 - 5.4% 1990-2000 - 4.4% 2000-2009 - 6.4% Contibution to the indstry INDUSTRY 1990-91 2005-06 2007-08 Agriculture: 32% 20% Service : 41% 54% Industry: 27% 26%
Economic Factors
? ? ? ? ?
17% 54% 29%
? ? ? ?
Interest rate Rise in income Young Home loan Seekers Government outlook towards
? ? ? ?
Bank Financing Interest Rates Inflation Business Cycle
?
?
? ?
Socio-Cultural Demographics
Population:1,166,079,217 (2009 ) Growth rate:1.548% (2009)
Factors
Population & Growth rate population in India Male-Female Ratio:
?
? ? ? ?
At birth:1.12 male (s)/female (2009) Under 15:1.10 male (s)/female (2009) 15-64 years:1.06 male (s)/female (2009) 65-over:0.90 male (s)/female (2009)
?
? ? ? ?
More Youngsters:
Age structure: 2009 31.1% (male 190,075,426/female 172,799,553) (2009) 63.6% (male 381,446,079/female 359,802,209) (2009) 5.3% (male 29,364,920/female 32,591,030) (2009)
? ?
?
Different type of consumer: DINKS
Birth rate:22.22 births/1,000 population (2009)
Different type of customer ? DINKS ? Social Mobility ? Life Style Changes ? Consumerism
?
Technological Factors ? Advantage of Technology
?
In terms of Economies of Scale
New Discoveries & Innovations ? Speed & Cost of Technology Transfer ? Status of technology ? High technological base ? Pace of growth of technology ? Suitable infrastructure for technology
?
Other Factors ? Banking System
?
Infra Structure
?
?
Communication Transportation
Entry Barriers
POTENCIAL ENTRANTS
Threats of new entry
Bargaining Power
Bargaining Power
SUPPLIRS
RIVALRY AMONG EXISRING FIRMS
BUYER
SUBSTITUTES
Constraints Pricing
RIVALRY AMONGS EXISTING FIRMS
?
? ? ?
NATURE OF COMPETITION GROWTH RATE IN THE MARKET HIGH EXIST BARRIERS UNORGANIZED AND ORGANIZED FIRM
THREATS OF NEW ENTRANTS
THREATS OF SUBSITUTES
BARGANING POWER OF BUYER
?
Volume of purchase
The cost of switching Threats of new entry
?
?
BARGANING POWERS OF SUPPLIERS
?
The cost of switching
Supplier brand is powerful Bank staff & stationery suppliers
?
?
Detail of Value Added Services
?
Various services ATM Mobile Banking
?
?
?
Online Banking
GAP MODEL
? Applications
Model ? Theory of the Gaps Model ? History of the Gaps Model ? Gap 1: ? Gap 2: ? Gap 3: ? Gap 4: ? Gap 5:/Customer gap:
of the Gaps
DATA ANLYSIS & INTERPRETATION
?
Q-2 What is your age? Q-4 Profession?
?
?
Q-5 Income?
80 70 60
74
72
76
63
51
60
59 50 42
q-2 q-4
50 40
30 20 10 0 0
30
22 8
q-5
2 a b c d e
Q-2
Below 16 yrs. 0%, 16 to 25 yrs. 38%, 25 to 40 yrs. 36%, 40 to 60 yrs. 25%, above 60 yrs. 1%
Q-4
Service Business Professional Others 36% 32% 11% 21%
Q-5
State Bank of India Bank of Baroda ICICI HDFC 35% 26% 22% 17%
?
Q-7 Do you have bank account ? If yes, then in which Bank?
?
Q-8 Which type of account you have?
Q-10 Do you have maintained fixed deposit with your bank?
?
?
Q-11 How frequently utilize banking facility?
180 160 140 120 100 80 60 40 20 51
168168
127
q-7 q-8
73
72 50 27 34 51 43
q-10
45
q-11
0 1
Q-7
2
3
4
Q-10
Q-8
35% 26% 22% 17%
State Bank of India Bank of Baroda ICICI HDFC
Saving A/c Current A/c
Q-11 Yes No 37% 63%
77% 23%
Ones in a week Daily Twice in week Others
58% 09% 18% 15%
?
Q-12 Do you avail the locker facility with this bank? Q-13 If no, do you have locker with other bank? Q-14 Which type of services you prefer for banking?
Q-15 Which facility you are utilizing currently?
?
?
?
250 200 150 100 59 200194
q-12
141
q-13
q-14
79 79 56 56
q-15
50 16
0 12 7 6
a
b
c
d
Q-12 Yes No 30% 70%
Q-13 Bank of Baroda State Bank of India HDFC ICICI Others 39% 29% 17% 15% 00%
Q-15 ATM Online Banking Mobile Banking 59% 24% 17%
Q-14
ATM Online Banking Mobile Banking 59% 24% 17%
Q-16 for which purpose you are using these facility?
Service
Withdrawals Deposits Balance Check Cheque Book Request Online status
ATM
50% 0% 2%
0% 20% 14%
50% 60% 29%
0% 12% 28%
0% 8% 27%
Mobile Banking Online Banking
250
200
196
193
150
atm mobile
100 70
53 50 18 0 0 1 0 4 2 0 3 4 0 5 66 63
online
32
11 3 7 6
?
Q-17 For ATM do you have add-on card? Q-18 If yes, then for whom?
?
160 140 120 138
100
q-17
80
62 60 43 40 20 0 a b c 26 12
q-18
Q-17
Yes No 31% 69%
Q-18
Spouse Children Others 53% 32% 15%
Q-19 Are you satisfied with the value added service provided by your banks?
Service
Highly Satisfied Moderately Satisfied Satisfied Dissatisfied
ATM
72%
27% 36%
17%
44% 40%
10%
26% 23%
01%
03% 01%
Mobile Banking
Online Banking
160 140 120 100
atm
140
80
mobile
60 40 20 0 0 0 1 0 2 33 30 27 20 18 16 0 3 0 4 1 2 1 5
online
28 17
Q-20 Reason for dissatisfaction (ATM)?
Reason
Highly Satisfied % Moderately Satisfied % Satisfied % Dissatisfied %
Break down Not get detail information
12 12
30 21
46 46
12 21
prefer personal interaction
Fear of transaction
11
10
15
10
33
65
41
15
80 70 60 50 40 31 30 20 1818 13 9 0 0 1 0 2 3 2 4 0 3 2 0 4 5 18 11 3 31
A B
69 65
44
C D
10
0
Q-20 Reason for dissatisfaction (MOBILE)?
Reason
Highly Satisfied %
Moderately Satisfied %
Satisfied %
Dissatisfied %
Network problem
25 20
35 47
18 38
21 14
32 27
30 31
25 15
14 08
Not get detail information
Prefer personal interaction
Fear of transaction
40 35 30 25
37
24 21
A B
20 15 10 5 0 0 0 1 0 2 0 3 0 4 5 15 1111 8 9 11 15 14 13 11 8 6 6
C D
Q-20 Reason for dissatisfaction (ONLINE)?
Reason Highly Satisfied % Moderately Satisfied % Satisfied % Dissatisfied %
Network problem
35
26
28
24
17
44
20
06
Not get detail information
Prefer personal interaction
Fear of transaction
32
37
27
24
31
28
10
11
35 32
30
25 20 15 10 5 2 0 0 0 1 0 2 0 3 0 4 5 9 15 13 8 24 21 19 1515 12 10 14 24
A B C D
5
Q-21 Reason for satisfaction (ATM)?
Highly Satisfied Reason % Convenient % % % Moderately Satisfied Satisfied Dissatisfied
66 82 43
25 15 36
08 03 20
01 0 01
Easy Access
Relaxed Government Guideline
180 163 160 140 120 100 80 60 40 20 0 0 0 1 0 2 0 3 0 4 58 48 30 15 48 26
A B C
130
6
2 0 1 5
Q-21 Reason for satisfaction (MOBILE)?
Reason Highly Satisfied % No need to go bank Moderately Satisfied % Satisfied % Dissatisfied %
67 39 55 42
20 54 40 38
13 07 05 20
0 0 0 0
Home transaction
Time savings
While traveling
50 45 40 43
35
30 25 20 15 10 5 0 0 0 1 0 2
32
30 23 19 13 8 4 3 0 3 0 4 5 10
A B C D
22 21
Q-21 Reason for satisfaction (ONLINE)?
Reason Highly Satisfied % No need to go bank Home transaction Moderately Satisfied % Satisfied % Dissatisfied %
60
50 75 47
31
36 10 34
3
14 3 19
0
0 3 0
Time savings
While traveling
60 50
50
48
40
37
A
30
28
26 23 20 12 10 11 2 4 2 5 2
B C D
20
10 0 0 1 0 2 0 3 0
0
0
Q-22 What more you expect from the banks?
CONCLUSION
SUGGESTION
BIBILIOGRAPHY
? BANK
WEB SITES ? WED SITE OF RBI ? INFORMATION FROM THE BANK’S BRANCH ? SERVICE MARKETING BOOK {K. Rama Mohan Rao} ? BOOK ON BANKING ? PREVIOUS YEAR REPORT
doc_890279558.ppt