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INTRODUCTION OF BANKING SECTOR

Bank may be defined as a financial institution which is engaged in the business of keeping money for savings and checking accounts or for exchange or for issuing loans and credit etc. A set of services intended for private customers and characterized by a higher quality than the services offered to retail customers. Based on the notion of tailor-made services, it aims to offer advice on investment, inheritance plans and provide active support for general transactions and the resolution of asset-related problems. The essential function of a bank is to provide services related to the storing of deposits and the extending of credit. Basic function may include Credit collection, Issuer of banking notes, Depositor of money and lending loans. Now a Days banking is not in its traditional way, with the advancement of technology its focusing on more comfort of customer providing services such as: online banking investment banking electronic banking internet banking pc banking /mobile banking e-banking The importance of banking sector is immense in the progress and prosperity of any State or country.

WHAT IS NATIONALISATION
Nationalisation is the process of taking an industry or assets into government ownership by a national government or state. Nationalization usually refers to private assets, but may also mean assets owned by lower levels of government, such as municipalities, being transferred to the public sector to be operated and owned by the state. The opposite of nationalization is usually privatization or de-nationalization, but may also be municipalization. A renationalization occurs when state-owned assets are privatized and later nationalized again, often when a different political party or faction is in power. A renationalization process may also be called reverse privatization. Nationalization has been used to refer to either direct state-ownership or management of an enterprise or to a government acquiring a large controlling share of a nominally private, publicly listed corporation. Nationalized industries, charged with operating in the public interest, may be under strong political and social pressures to give much more attention to externalities. They may be obliged to operate some loss making activities where social benefits are clearly greater than social costs for example, rural postal and transport services. As an instance, the United States Postal Service is guaranteed its nationalised status by the Constitution. The government has recognized these social obligations and, in some cases, provides subsidies for such non-commercial operations. Nationalization may occur with or without compensation to the former owners. If it takes place without compensation it is a case of expropriation. Nationalization is distinguished from property redistribution in that the government retains control of nationalized property. Some nationalization take place when a government seizes property acquired illegally. For example, in 1945 the French government seized the carmakers Renault because its owners had collaborated with the Nazi occupiers of France

FUNCTIONS OF BANKS IN INDIA


The economic functions of banks include: 1. Issue of moneyIn the form of banknotes and current accounts subject to check or payment at the customers order. These claims on banks can act as money because they are negotiable or repayable on demand, and hence valued at par. They are effectively transferable by mere delivery, in the case of banknotes, or by drawing a check that the payee may bank or cash. 2. Netting and settlement of payments banks act as both collection and paying agents for customers, participating in interbank clearing and settlement systems to collect, present, be presented with, and pay payment instruments. This enables banks to economize on reserves held for settlement of payments, since inward and outward payments offset each other. It also enables the offsetting of payment flows between geographical areas, reducing the cost of settlement between them. 3. Credit intermediation Banks borrow and lend back-to-back on their own account as middle men. 4. Credit quality improvement Banks lend money to ordinary commercial and personal borrowers (ordinary credit quality), but are high quality borrowers. The improvement comes from diversification of the bank's assets and capital which provides a buffer to absorb losses without defaulting on its obligations. However, banknotes and deposits are generally unsecured; if the bank gets into difficulty and pledges assets as security, to raise the funding it needs to continue to operate, this puts the note holders and depositors in an economically subordinated position.
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5. Maturity transformation Banks borrow more on demand debt and short term debt, but provide more long term loans. In other words, they borrow short and lend long. With a stronger credit quality than most other borrowers, banks can do this by aggregating issues (e.g. accepting deposits and issuing banknotes) and redemptions (e.g. withdrawals and redemption of banknotes), maintaining reserves of cash, investing in marketable securities that can be readily converted to cash if needed, and raising replacement funding as needed from various sources (e.g. wholesale cash markets and securities markets). 6. Money creation Whenever a bank gives out a loan in a fractional-reserve banking system, a new sum of virtual money is created.

HISTORY OF BANK OF INDIA

Previous banks that used the name Bank of India:


At least three banks having the name Bank of India had preceded the setting up of the Present Bank of India. 1. A person named Ramakishen Dutt set up the first Bank of India in Calcutta (now Kolkata) in 1828, but nothing more is known about this bank. 2. The second Bank of India was incorporated in London in the year 1836 as an Anglo-Indian bank. 3. The third bank named Bank of India was registered in Bombay (now Mumbai) in the year 1864. The earlier holders of the Bank of India name had failed and were no longer in existence by the time a diverse group of Hindus, Muslims, Parsees, and Jews helped establish the present Bank of India in 1906. It was the first in India promoted by Indian interests to serve all the communities of India. At the time, banks in India were either owned by Europeans and served mainly the interests of the European merchant houses or by different communities and served the banking needs of their own community. The promoters incorporated the Bank of India on 7 September 1906 under Act VI of 1882, with an authorized capital of Rs. 1 crore divided into 100,000 shares each of Rs. 100. The promoters placed 55,000 shares privately, and issued 45,000 to the public by way of IPO on 3 October 1906; the bank commenced operations on 1 November 1906. The lead promoter of the Bank of India was Sir Sassoon J. David (1849-1926). He was a member of the Sassoons, who in turn were part of a Bombay community of Baghdadi Jews, which was notable for its history of social service. Sir David was a prudent banker and remained the Chief Executive of the bank from its founding in 1906 until his death in 1926.
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The first board of directors of the bank consisted of Sir Sassoon David, Sir Cowasjee Jahangir, J. Cowasjee Jahangir, Sir Frederick Leigh Croft, Ratanjee Dadabhoy Tata, Gordhandas Khattau, Lalubhai Samaldas, Khetsety Khiasey, Ramnarain Hurnundrai, Jenarrayen Hindoomull Dani, Noordin Ebrahim Noordin.

INDIAN VIEW OF BANK


In 1906 Bank of India founded with Head Office in Bombay In 1921Bank of India entered into an agreement with the Bombay Stock Exchange to manage its clearing house. GLOBAL VIEW OF BANK In 1946 Bank of India opened a branch in London, the first Indian bank to do so. This Was also the first post-WWII overseas branch of any Indian bank. In 1950 Bank of India opened branches in Tokyo and Osaka. In 1951 Bank of India opened a branch in Singapore. In 1953 Bank of India opened a branch in Kenya and another in Uganda. In 1953 or 54 Bank of India opened a branch in Aden. In 1955 Bank of India opened a branch in Tanganyika. In 1960 Bank of India opened a branch in Hong Kong. In 1962 Bank of India opened a branch in Nigeria In 1967 The Government of Tanzania nationalized Bank of India's operations in Tanzania and folded them into the government-owned National Commercial Bank, together with those of Bank of Baroda and several other foreign banks. In 1969 the Government of India nationalized the 14 top banks, including BANK OF INDIA. In the same year, the People's Democratic Republic of Yemen nationalized Bank of India's branch in Aden, and the Nigerian and Ugandan governments forced Bank of India to incorporate its branches in those countries. In 1970 National Bank of Southern Yemen incorporated Bank of India's branch in Yemen, together with those of all the other banks in the country; this is
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now National Bank of Yemen. Bank of India was the only Indian bank in the country. In 1972 Bank of India sold its Uganda operation to Bank of Baroda. In 1973Bank of India opened a rep in Jakarta. In 1974 Bank of India opened a branch in Paris. This was the first branch of an Indian bank in Europe. In 1976 The Nigerian government acquired 60% of the shares in Bank of India (Nigeria). In 1978 Bank of India opened a branch in New York. In 1970s Bank of India opened an agency in San Francisco. In 1980 BANK OF INDIA (Nigeria) Ltd, changed its name to Allied Bank of Nigeria. In 1986 Bank of India acquired Paravur Central Bank (Karur Central Bank or Parur Central Bank) in Kerala in a rescue. In 1987Bank of India took over the three UK branches of Central BANK OF INDIA (CBI). CBI had been caught up in the Sethia fraud and default and the Reserve BANK OF INDIA required it to transfer its branches In 2003 Bank of India opened a representative office in Shenzhen. In 2005Bank of India opened a representative office in Vietnam. In 2006Bank of India plans to upgrade the Shenzen and Vietnam representative offices to branches, and to open representative offices in Beijing, Doha, and Johannesburg. In addition, Bank of India plans to establish a branch in Antwerp and a subsidiary in Dar-es-Salaam, marking its return to Tanzania after 37 years. In 2007 Bank of India acquired 76 percent of Indonesia-based PT Bank Swadesi. In 2011Bank of India opened a fully owned Subsidiary in Auckland, New Zealand on 6th October, 2011 (BANK OF INDIA (New Zealand) Ltd.) In 2012 Bank of India opened a fully owned Subsidiary in Uganda on 18th June, 2012 (BANK OF INDIA (Uganda) Ltd.) which was closed its operations in 1972 and sold the operations to BOB.
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MISSON AND VISSION OF THE BANK OF INDIA


Our Mission
"to provide superior, proactive banking services to niche markets globally, while providing cost-effective, responsive services to others in our role as a development bank, and in so doing, meet the requirements of our stakeholders".

Our Vision
"to become the bank of choice for corporate, medium businesses and up market retail customers and to provide cost effective developmental banking for small business, mass market and rural markets"

INTRODUCTION OF BANK OF INDIA


Bank of India (BSE: BOI) is a state-owned commercial bank with headquarters in Mumbai. Government-owned since nationalization in 1969, it is India's 4th largest PSU bank, after State Bank of India, Punjab National Bank and Bank of Baroda. It has 4157 branches as on 21/04/2012, including 29 branches outside India, and about 1679 ATMs. BOI is a founder member of SWIFT (Society for Worldwide Inter Bank Financial Telecommunications), which facilitates provision of cost-effective financial processing and communication services. The Bank completed its first one hundred years of operations on 7 September 2006. The Bank was under private ownership and control till July 1969 after that bank become nationalized along with 13 other banks. At beginning with one office in Mumbai, with a paid-up capital of Rs.50 lakh and 50 employees, the Bank has made a rapid growth over the years and blossomed into a mighty institution with a strong national presence and sizable international operations. In business volume, the Bank occupies a premier position among the nationalized banks.

PROFILE OF BANK OF INDIA

Company Name Address

: :

Bank of India Thane branch, Shivaji path, Thane (w)

Pin Phone no

: :

400 602 022Branch office www.bankofindia.com Financial services Thane Maharashtra Public (BSE: BOI) Public sector

Level of Office : Website Industry City State : : : :

Company Type : Sector :

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CAPITAL STRUCTURE OF BANK OF INDIA


Period Instrument Authorized Issued Capital From To (Rs. cr) Capital (Rs. cr) Shares (nos) Face Value
2011 2010 2009 2008 2007 2006 2005 2004 2003 2002 2001 2000 1999 1998 1997 1996 2012 2011 2010 2009 2008 2007 2006 2005 2004 2003 2002 2001 2000 1999 1998 1997 Equity Share Equity Share Equity Share Equity Share Equity Share Equity Share Equity Share Equity Share Equity Share Equity Share Equity Share Equity Share Equity Share Equity Share Equity Share Equity Share 3000 3000 3000 1500 1500 1500 1500 1500 1500 1500 1500 1500 1500 1500 1500 1500 574.96 547.66 526.35 526.35 526.35 488.58 488.58 488.58 488.58 488.58 488.58 639 639 639 639 639 573780370 546480370 525175500 525175300 525174800 487401800 487400200 487399600 487398800 487394700 488580000 639000000 639000000 639000000 639000000 639000000 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 573.78 546.48 525.18 525.18 525.17 487.4 487.4 487.4 487.4 487.39 488.58 639 639 639 639 639

-PAIDUP-

Capital

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TYPES OF DEPOSITS

SAVING DEPOSIT
Everyone wants to save for something in the future and also that everyone wants their savings to be safe and accessible anytime, anyplace to help meet their needs. So bank of India brings to us the Saving Account, which helps us to plan and save for our future financial requirements. Our savings are completely liquid, and earn competitive interest in our safety. This is a normal, General Saving Bank A/c which all the banks offer. However, following are the below mentioned benefits attached With this A/c. Benefits of Saving Account: 1) In this A/c bank offers Free ATM cum Debit Card which will allow us to access the widest network of across the country to withdraw cash, enquiry about balance etc. 2) Transact at convenience, saving time and cost through the largest distribution network in India of more than thousands of ATMs or through bank of India internet banking. 3) Free personalized cheque book for that customer has to maintain some balance. 4) Account holders are also offered free phone banking facility with this account. By which they can also operate certain functions through their phone. 5) The Account holders are also offered free Net Banking facility with the account, by which they can operate their account through their computers. This has made banking complete easy and hassle free.
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FIXED DEPOSIT
The term "fixed" in fixed deposits denotes the period of maturity or tenor. Fixed Deposits, therefore, presupposes a certain length of time for which the depositor decides to keep the money with the bank and the rate of interest payable to the depositor is decided by this tenor. The rate of interest differs from bank to bank .This, however, does not mean that the depositor loses all his rights over the money for the duration of the tenor decided. The deposits can be withdrawn before the period is over. However, the amount of interest payable to the depositor, in such cases goes down (usually 1% to 2% less than the original rate). Moreover, as per RBI regulations there will be no interest paid for any premature withdrawals for the period 15 days to 29 or 15 to 45 days as the case may be. Other than banks, there are non-banking financial companies and companies who float schemes from time to time for garnering deposits from the public. In the recent past, however, many such schemes have gone bust and it is very essential to look out for danger signals before putting all your eggs in one basket. Mode of calculation of Interest on Short Deposits and Fixed Deposits for periods less than 12 months. a. Short Deposits (On deposits repayable within six months) In case of short deposit Interest rate is paid for the actual number of days on the basis of 365 days in a year. b. Fixed Deposits (On Deposits repayable after six months) o Interest is calculated for the completed months. o If the terminal month is incomplete- the actual number of days on the basis of 365 days in a year interest is calculated.

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RECURRING DEPOSIT
Recurring deposit account is generally opened for a purpose to be served at a future date. Generally opened to finance pre-planned future purposes like, wedding expenses of daughter, purchase of costly items like land, luxury car, refrigerator or air conditioner, etc. Recurring deposit account is opened by those who want to save regularly for a certain period of time and earn a higher interest rate. In recurring deposit account certain fixed amount is accepted every month for a specified period and the total amount is repaid with interest at the end of the particular fixed period. The bank provides loan facility to recurring deposit holders up to 75% of the amount standing to the credit of the account holder. Under this deposit any person can open an account (Individuals, joint accounts including minors also). Depositor also gets the facility of nomination. Minimum amount of monthly installment is Rs. 1000/- and maximum amount of monthly installment is Rs. 10,000/- . Minimum recurring period is12 months and Maximum period is10 years. (In multiples of 3 months only). Rate of interest is applicable as per period for which the A/c is opened. Maturity value is calculated by the System, depending on the amount of flexi installments.

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CURRENT ACCOUNT Current account can be opened in any bank it can be co-operative bank or commercial bank or in nationalized banks. Current account, amount can be deposited and withdrawn at any time without giving any notice. It is also suitable for making payments to creditors by using cheque. Cheque received from customers can be deposited in this account for collection benefits to the current account holder:

The main objective of current bank account is to enable the businessmen to conduct

their business transactions smoothly. There is no restriction on the number and amount of deposits. There is also no

restriction on the withdrawals. Generally bank does not pay any interest on current account. Nowadays, some

banks do pay interest on current accounts. Current account is of continuing nature and as such there is no fixed period. The businessmen can make direct payment to their creditors with the help of

cheques. The bank collects money on behalf of its customers and credits the same to their

accounts. Current account enables the account holder to obtain overdraft facility. The creditors of the account holder can get credit-worthiness information of the account holder through interbank connection.

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NRIs DEPOSIT SCHEME

Non Resident Indians (NRIs) have a choice of two schemes for depositing their savings with Bank of India. Foreign Currency Non Resident (FCNR) accounts. Non-Resident External (NRE) accounts. 1. Foreign Currency Non Resident (FCNR) accounts This account is mainly short deposit scheme starts from 12 months to 5 years. Only NRIs can open their account. They have facility of opening joint account with other NRIs and also with resident from India. They also have nomination facility available to them. Their currency can converted into any countries currency.( USD, GBP, CAD, AUR, JPY,EUR)

2. Non-Resident External (NRE) accounts This account is mainly current or saving or term deposit scheme starts from 12 months to 7 years. Only NRIs can open their account. They have facility of opening joint account with other NRIs and also with resident from India. They also have nomination facility available to them. They only convert their currency with Indian Rs. Only.

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TYPES OF CARDS

DEBIT CARD
Bank of India provides debit card facility to its customers. Cardholders have the choice of applying for Bank of India Star links Debit cum ATM card or BOI Global Debit cum ATM card (MasterCard). BOI Global debit cum ATM card is presently available to accountholders in Networked branches only. Debit cum ATM card can be used to book tickets on IRCTC website (Transaction charges Rs10 in addition to ticket payment and IRCTC charges). Debit cum ATM card is also accepted on billers / merchants websites to make online payments under the Debit card option, if "BOI Debit cum ATM card is displayed as one of the payment option. The person who have Satisfactory running SB, Current, Overdraft Accounts Operated upon singly (In Jt. Accounts Anyone to operate).In case of STUDENT, who have completed 15 years of age and operate their SB A/c. themselves (not through guardians). In this case, the card is usable only in ATMs, to avail the debit card facility balance for saving a/c is 500and for current ac it is 5000.

Facilities offered to customers


Withdrawal of Cash up to Rs.15, 000/- per day. Balance enquiry Deposit of Cash & Cheques at ATM with depositories ATMs) Star Sandesh (SMS) is sent free of charges on all Debit transactions through ATM. Transfer of balances among the accounts attached to the Card (only on site ATM). Mini statement of last 5 transactions for any a/c. attached to the card.

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CREDIT CARD
Corporate Cards are All Credit Cards can be issued as Corporate (Companies, Partnership & proprietorship firms and Regd. institutions/Societies) having net profit in two years of the preceding three financial years, and having banking accounts with them. Limits: Overall Credit (spending) limit to Corporate shall not exceed 20% of its net profit as per latest financial statement, within which sub limits shall be assigned to its Executive / Employees as per corporate request. No add on cards will be allowed to Executives / Employees on Corporate Cards No. of Cards per Corporate: any number of cards can be issued to Executives/Employees as per request. Each card shall be subject Annual fee/charges. Exceptional Convenience and financial benefits no other Cards offer Choice of Charge or Credit Choice of branch billing (auto debit) or direct Cardholder will have the choice of paying the bills directly or through a debit to his designated charge account with any of our branches. Mode of Billing and dispatch Billing is done monthly and the bills (Credit Card statement) are mailed to the Cardholders by ordinary post. Lowest Service Charges Revolving Credit at preferential rate of 1.7% per month (APR: 22.45 % per annum on daily balances) on cards where minimum payment is made by due date is provided which is one of the lowest in industry. No Entrance Fee Our credit cards are issued without any entrance fee. Lowest Membership Fee All the exceptional features are available at a nominal membership fee, which is lowest in the industry. We do not believe in charging for services not availed Interest Free Period: An interest free period ranging from 21 to 51 days is available depending upon the date of purchase and date of billing.
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Freedom of withdrawing cash at branches Cardholder can withdraw Cash against limits prescribed on their cards from any of the 2500 plus branches spread throughout the country. Through ATMs people get the privilege to access 9000 ATMs in India and over 8.1 laky ATMs across the Globe where VISA/MasterCard Cards are accepted round the clock. Can also with draw cash at all BOI/MasterCard/VISA/Cash tree/Bancs ATMs. Easy Pay Scheme Cardholder can convert his purchases above Rs.5, 000/- by joining this scheme and pay the outstanding in Equated monthly instalments of 24/36 instalments at a rate of interest of 1.5% monthly. For details refer Users guide available on request. Add-On cards Cardholder has the freedom to apply for two add-on members on his Card. Presently add-ons are allowed for cardholder's spouse, children, brothers, sisters and parents at lower membership fees. In credit card there are different types of cards: 1. India card- Value for money This card is operates only in INDIA and Nepal. Salaried & Self employed Individuals with Annual income of Rs 75,000/- and above can avail of this card. Spending limit is 20 per cent of annual income Rs.15, 000/- and maximum Rs.50, 000/-((higher spending limits will be at the discretion of the Bank subject to proof of income). Cash Withdrawal limit is up to 50 % of the spending limit as above .Maximum Cash Rs.15, 000/- per day 2. Taj premium card ( master card) Salaried & self employed Individuals annual Income of Rs 150,000/- and above can Avail of this card. Spending limit is 20 per cent of annual income, minimum limit is Rs 30,000/- maximum Rs.100, 000/- (higher spending limits will be at the discretion Of the Bank, subject to proof of income) Benefits/features:

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Monthly billing Photo cards Revolving Credit at 1.70 percent per

month (APR:

22.45 % per annum on daily balances)Interest free credit period maximum up to 51 days Cash advance facility Flexible credit limit for add-on cards Easy pay scheme Balance Transfer Reward programme on Card usage.

3. Gold Card VISA


This card is operates only in INDIA and Nepal. Salaried & Self employed Individuals with Annual income of Rs 1, 50,000/- and above can avail of this card. Spending limit is 20 per cent of annual income Rs.30, 000/- and maximum Rs.2, 00,000 Benefits/features: Billing: Billing is monthly with revolving credit facility. Free Credit Period: Cardholders will be benefited by a free credit period of 21 days to 51 days. Service Charges: Revolving Credit at 1.70 percent per month (APR: 22.45% per Cash advance: annum on daily Balances). Cardholder can withdraw up to 50% of His total spending limit subject to Rs.15, 000/- per day from any of the 2500 plus Branches of the Bank. Cash withdrawals are subject to cash withdrawal

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TYPES OF LOANS PROVIDED BY BANK OF INDIA

I.
1.

RETAIL LOANS
Home loan

Purpose/ eligibility
To purchase or to construct house on ownership basis. To renovate/ repair existing house. To purchase a plot of land.

Quantum of loan
Purpose

Max. limit [ in lacks]

Construction / purchase of house or flat a. At metros ( Mumbai/ Delhi etc) b. At other places For purchase of plot 500 300 100

For renovation/ repairing of house or flat 50 Furnishing of house or flat 5

Security
Equitable mortgage: first charge of flat/ house / land proposed to be financed is to be obtained OR Legal mortgage: in case of unavailability of title deeds legal mortgage is created after getting the approval from the zonal manager.

Guarantee

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Third party guarantee is not required when legal mortgage is available before or at the time of disbursement, itself. In other cases guarantee is required of person whose income is equal to the borrower may be obtained after ensuring disposable income is sufficient to repay loan in case of need.

Repayment
Particular For new construction / purchase of house. For 2nd purchase Repayment period Sanctioning authority Repayment period is 20 years Normal Sanctioning including moratorium period of 18 months. Repayment period is 20 years Normal Sanctioning authority For renovation Repayment period is 10 years Normal Sanctioning including moratorium period of 6 months. For new construction 25 years including moratorium period of 36 months. Extension of repayment period by zonal manager & sanction is done by delegated authority authority authority

Margin
Margin is calculated separately on pure cost of house which excludes other items like stamp duty, registration charge, document charge & other charge to ensure that margin or loan to value (LTV) ratio. Amount of loan Up to 20 lacks More than 20 lacks LTV ratio or margin Margin is 10% Margin is 20%

Rate of interest base rate is decided by RBI.


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Up to 5 years

Above 5 years up to 10 years

Above 10 years Above 15 years up to 15 years 0.25% on Base rate up to 20 years 0.25% on Base rate 1% on Base rate

Up to 25 lacks Above 25 lacks up to 75 lacks Above 75 lacks

Base rate

Base rate

0.25% on Base 0.50% on Base rate rate

0.75% on Base rate

0.75% on Base 1% on Base rate rate

1.25% on Base rate

1.50% on Base rate

Bank charges a. Documentation charges: One time charges are Rs.1, 000.
b. Administration charges : Nil c. Commitment charges: Nil d. Other charges: charges for search and title clearance report, valuation report, vetting of documents to be covered at actual. e. Processing charges For individuals For loans up to Rs. 25 lacks One time flat minimum Rs. 4,000 & maximum Rs.10,000 Above Rs.25 lacks up to Rs. 75 lacks Above Rs.75 lacks up to Rs. 300 lacks Above Rs. 300 lacks For corporate & partnership firms For rural areas One time flat Rs. 20,000 One time flat Rs. 25,000 One time flat Rs. 50,000 Charges are double that of individual Charges are 75% that of individuals

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2. EDUCATION LOAN

Eligibility IN INDIA
Graduation courses like BA, B.Com, and B.sc etc (recognized by university). Post graduation courses like masters & PhD (recognized by university). Professional courses like engineering, medical, agricultural, law, management, veterinary etc (approved by Government of India). Courses like ICWA, CFA, CA etc. Degree/ Diploma courses . A. OUTSIDE INDIA Graduation: for job oriented professionals offered by state funded university. Post graduation courses like MCA, MBA, MS by state funded university. Degree/ Diploma courses like aeronautical pilot training/ shipping etc. The student & his parents should be Indian. Student should not have any outstanding education loan from any other institution. The student must have specified percentage for: General category- 60% ST/ NT/ OBC- 50% If the admission is secured under management seat then percentage are General category- 50% ST/ NT/ OBC- 60% Maximum amount of loan given is Student of India- Rs.10, 00,000 Student outside India- Rs. 20, 00,000

Security
Up to 4 lacks- no security Above 4 lacks up to 7.50 lacks- collateral security is required in the form of third party guarantee.
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Above 7.50 lacks- tangible collateral security of suitable value acceptable by bank. Assignment of future income of the student for payment of instalments

Repayment
The actual repayment of installment begins after course period + 1 year or 6 months after getting job whichever is earlier. If a person paid the entire amount of loan before the repayment period then the interest will be charged on Loan up to 7,50,000- up to 7 years Loan above 7,50,000- up to 10 years

Margin
Amount of loan Up to 4 lacks Above 4 lacks Purpose study in India or Abroad Studies in India Studies in abroad margin Nil 5% 15%

Rate of Interest Rate of interest is linked to base rate, on floating basis. Amount of loan Rate p.a @ monthly basis Loans up to 7.50 lacks Loans above 7.50 lacks 3% above base rate 2.50 % above base rate

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Bank charges No processing charges for studying in India For study abroad charges are Rs. 1000/Up to 4 lacks Above 4 lacks & up to 7.50 lacks Above 7.50 lacks Rs. 500/Rs. 1500/Rs. 3000/-

Insurance
Bank offers insurance from STAR UNION DAIICHI LIFE INSURANCE CO. LTD. The policy is obtained at the option of student.

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3. VIDYA LOAN
Eligibility
Student should be Indian national. Secured admission through entrance test in educational institution in India.

Courses covered All Degree/Diploma courses and not certificate or part time courses. Expenses covered
Fees payable to college or hostel and examination fees. Purchase of books, equipments. Travel expenses, library fees and other fees related to education.

Amount of loan
This loan is given to study only in India and maximum loan offered is Rs. 15 lacks Depends on institution. List A List B List C Rs. 15 lacks Rs. 10 lacks Rs. 7.50 lacks

Security
No collateral security is required. Third party guarantee is required when loan amount is above 4 lacks.

Repayment Maximum repayment period is 7 years and moratorium up to course period with additional 6 months.
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Margin
Up to Rs. 4 lacks Above Rs. 4 lacks Nil 5%

Rate of interest
Rate of interest is 2% above base rate.

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4. VEHICLE LOAN
Eligibility Age of individual should not be more than 65 years at the time of availing loan.
Resident Salaried employees, professionals, self Employed businessman, senior citizens, Pensioners etc. Non-resident Loan is provided jointly with resident Indian (close relatives). Entities Proprietary concern, partnership firm, other Companies.

Purpose of loan
To purchase new two/ four wheeler. To purchase second hand two/ four wheeler age of vehicle should not be more than
3 years.

Quantum of loan
Resident (individual) For Indian make vehicles - Rs. 25 lacks For imported vehicles Rs. 75 lacks non- resident Companies Non- conventional energy vehicle Rs. 25 lacks Rs. 1carore For 2 wheelers Rs. 50,000 For 4 wheelers Rs. 4 lacks

Security
Principal amount- hypothecation of assets purchased out of bank finance Insurance of vehicle with bank clause. Charge to be registered with RTO.

Guarantee
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Third party guarantee is not required in respect of loan to resident individuals up to Rs. 25 lacks if vehicle is registered with RTO. Third party guarantee can be changed by sanctioning authority in case of corporate. Third party guarantee is required if vehicle is not registered with RTO and loans to individuals for limit exceeding Rs. 25 lacks.

Repayment
For individuals (new vehicle) 2 wheelers - 5 years. 4 wheelers -7 years. For corporate or firm - maximum 5 years. For second hand vehicle maximum 3 years.

Margin
For individual (including NRI) for new vehicle Up to Rs. 2 lacks Above 2 lacks up to 10 lacks Above 10 lacks up to 25 lacks Above 25 lacks 5% 10% 15% 20%

For corporate or firms- minimum 25% For second hand vehicle- minimum 30%

Rate of interest
Types of vehicle 2/4 wheelers New vehicle repayment op to 3 years
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Rate of interest Scheme limit 1.75% above base rate

New vehicle repayment after 3 years Second hand vehicle

2.25% above base rate

2.25% above base rate

Processing charges
For individuals Loan up to 25000 Rs. 1000/Loans above 25000 up to 25 lacks minimum Rs. 2000/- & maximum Rs. 10000/Loans above 25 lacks Rs. 25000/ For corporate Processing charges are double as applicable to individual in case of corporate. Note: Processing charges are different for senior citizens, staff, retired employee of bank and pensioner.

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5. PENSINER LOAN
Targeted customers
Regular pensioners or family pensioners drawing regular monthly pension through the branch Employees (other than dismissed / compulsorily retired).

Purpose of loan
Unsecured loan: To meet medical expenses or marriage expenses or education expenses related to education of his own/ spouse/ children or near relatives. For repairing or renovation of existing house (where equitable mortgage charge over the property cannot be created in favour of bank and proponent has not raised the loan against such property from any Bank or Financial Institution or NBFCs etc. Any other expenses of bonafindenture . Secured loan: Repayment of current housing loan from any Bank or Financial Institution or NBFCs etc. Purchase of consumer durables or computers or professional equipments etc. (In case of clean/unsecured loan, an undertaking to be obtained from the borrower stating that the loan has been utilized for the purpose declared. In case of secured advances, appropriate proof/bills/receipts for expenses incurred to be obtained.)

Quantum of loan
For regular pensioner Unsecured loan: Maximum amount of loan given is Rs. 1 lacks (10 times of monthly pension) Secured loan: Maximum amount of loan given is Rs. 1 lacks (20 times of monthly pension). The pensioner whose age is above 65 years will get maximum loan amount of Rs.
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50,000. For family pensioner Unsecured loan: Maximum amount of loan given is Rs. 50,000 (10 times of monthly pension) Secured loan: Maximum amount of loan given is Rs. 50,000(20 times of monthly pension). The pensioner whose age is above 65 years will get maximum loan amount of Rs. 50,000.

Repayment
For unsecured loan Maximum repayment period is 3 years with effect from one month after disbursement in exceptional cases repayment period will be extended up to 5 years. For secured loan Maximum repayment period will be extended up to 5 years with effect from one month after disbursement.

Rate of interest
Fully secured loans Unsecured loans Senior citizens (age above 60) 3.75% above base rate 4.25% above base rate (For loan up to Rs.50, 000) 3% above base rate.

Processing charges
No processing charges for senior citizen whose age is above 60 years. For others one time @ 2% of loan amount, Min. Rs.500/- and Max.Rs.2000/ Stamp Paper charges at actual. Loan Agreement Copy charges as applicable.

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6. GOLD LOAN
Eligibility
Individuals (except goldsmith, jewel appraisers and their close associates) who maintained SB/CD account with branch are eligible. In case of new customer, the account is opened after full compliance of KYC (know your customer) norms. Propritorship concerns, rartnership firms and companies are not eligible under this scheme. Bank has to take consideration repayment capacity of proponant.

Purpose To meet credit needs of farmers, traders, entrepreneurs, professionals and


professionals relating to their business activities and also for their bonafide purpose.

To meet expenses of marriage, medical treatment or education of family members


including near relatives.

Quantum of loan Card limit for 22 carat gold: Rs. 20,000 per 10 grams of 22 carat purity gold
Ornament and Rs.550 is deducted of one carat in purity. Card limit for gold coins: Rs. 22,000 per 10 grams as coins possess 99.99% Purity and 24 carat.

Security
Pledge of gold ornaments. Pledge of tamper proof gold coins issued by any bank.

Repayment
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For overdraft / cc: interest is charged. For term loan/ demand loan: maximum repayment period is 36 months.

Rate of interest
2.75% over base rate presently 13.25% p.a. including tenor premium. In case of advances given to agriculture or SME sector applicable rate of interest Is advised by head office from time to time.

Insurance
Gold ornaments, articles, coins pledged with bank under the scheme are covered Under general indemnity insurance policy.

Processing charges
For loan up to 1 lack : Nil. Above Rs. 1 lack : 100 per lack.

Other charges
Documentation charges: Nil Commitment charges: Nil Inspection charges: Nil Handling charges: Nil

Valuation charges
Rs. Per 3/- thousand minimum Rs.50 and maximum Rs.300 per valuation.

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7. PERSONAL LOAN
Purpose
Star Personal Loan Scheme provides loan to meet various Personal requirements of customers and their family. Bank offers loans for marriage expenses, medical expenses, educational expenses,

purchase of consumer durables etc. Maximum quantum of advance is Rs.10.00 lakhs, depending upon the income, with very attractive interest rate and easy repayment plan.

Eligibility
Salaried employees, Professionals and individuals with high net worth, regular pensioners or family pensioners drawing regular monthly pension through Branch, Staff members, retired employees (other than dismissed/compulsorily retired) of their Bank

Quantum of loan
For unsecured loan Minimum Rs. 2,00,000 Minimum size of loan for Metro and Urban Centres is Rs.10,000/ At Rural and Semi Urban centres there No minimum size of loan.

For secured loan Minimum Rs. 10,00,000 Minimum size of loan of Metro and Urban Centres : Rs.10,000/ At Rural and Semi Urban centres there No minimum size of loan.

Security
Equitable/Legal Mortgage of commercial or residential properties. Hypothecation charge on assets acquired. Collateral security in the form of pledge of gold/gold ornaments, NSC/ Indira Vikas Patra, Bonds, Assignment of LIC policies, Relief Bonds etc
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Repayment
For unsecured loan 36 Equated monthly instalments with effect from one month after first disbursement. Exceptional cases up to 60 months.

For secured loan Maximum 60 Equated monthly instalments with effect from one month after first disbursement from loan account.

Rate of interest
For secured loan 5.00% above Base Rate. Interest concession to women - 0.50% [All borrowers to be women] For Senior Citizens 3% above BR. Financing secured under tie- up arrangement 4% above BR.]

For secured loan 4.00% above Base Rate. Interest concession to women - 0.50% [All borrowers to be women]

Processing charges
One time @ 1.10% of loan amount Min. Rs.1000/- and Max. Rs.5000/Pensioners: One time @ 1.10.% of loan amount, min. Rs. 500/- and max. Rs. 1,100/-. No processing charges for Senior Citizens (60 years & above)

Other charges
Stamp charges for documents : At actuals

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II.

TRADE BILLS

BILL FINANCE
Bank of India offers finance against commercial bills in addition to collection services at competitive rates. Finance is available to all their existing customers as well as new customers. The finance is available against both demand and usance bills as well as secured and clean bills. With all important branches networked, the realization of bills will be faster. If the bills are drawn under letters of Credit opened by Prime Banks, the interest rate would be much less.

BANK GUARANTEE
Bank of India, issues Bank Guarantees, on behalf of their customers, in favour of third parties like Government Departments, Public- Sector Organisations, etc. Bank of India issues both types of Guarantees viz. Performance Guarantee and Financial Guarantee. The type of Guarantee, track record of customers and their financial position are the guiding factors in deciding the Guarantee limit, security and margin.

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III.COMMERCIAL LOANS
BULLION MARKET
Bank of india is a nominated agency for bullion business since 1997. They are selling gold to Jewelry Manufacturer Exporters located in SEEPZ, Mumbai. Gold is sold in KG bars to the Jewellery exporters under two schemes: -Outright sale - Jewellery Manufacturer Exporters can purchase gold on outright basis. -Bullion Loan Scheme for Exporters - Jewellery Manufacturer Exporters can purchase Gold on loan basis at competitive terms. The sale is subject to the rules and regulations prescribed by Reserve bank of India from time to time.

EXPORT FINANCE
Bank of India is a pioneer in Export Finance. They extend two types of Export Finance. . Pre-Shipment Finance: Packing Credit in Rupees. Packing Credit in Foreign Currency. Advances against incentives receivable from the Govt. Advances against duty-drawback. Post-Shipment Finance: Purchase and discount of Export Documents under confirmed orders. Negotiation / payment / acceptance of documents under L/C. Advances against Export Bills sent for collection. Export Bills rediscounted in Foreign Currency.

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INNOVATIVE SERVICES OF BANK OF INDIA

1. Mobile Banking Service


Bank of Indias Star connect Mobile Banking Service, is a state of the art facility, which allows us to do virtually all our banking activities from our mobile device. With Star Connect Mobile Banking we can access all our banking accounts with the Bank, 24 hours a day, and 365 days a year, from anywhere. Some features of mobile banking are: Banking transaction details, Viewing of Account Balance, Mini Statement, Statement, Self Transfers, Third Party Transfer of funds, Utility Bill payments, Ticket booking features. This services makes our banking activities most convenient. Bank of India in tie up with M/s mChek India Payment Systems Private Ltd and M/s Playmate to extend Mobile Payments to all Retail Banking customers.

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2. Internet Banking Services


Bank of Indias Star Connect Internet Banking Service, is a state of the art facility, which allows us to do virtually all our banking activities from comforts of our home/ office over a mouse click. With Star Connect Internet Banking Services we can access all our banking accounts with the bank, 24 hours a day, 365 days a year, from anywhere in the world. Some features of internet banking are: your banking transaction details, viewing/ printing of account statement, transferring funds, third party payments, tax payments, utility bill payments, Ticket booking, etc.

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3. Star Share Trade (Online Share Trading)


Bank of India brings to us an easy, transparent, hassle free and speedy way to trade in a large number of listed securities. No hassle of visiting the Brokers or Bank Branch. Just by click of a mouse or contacting the brokers over phone can execute Trade. Bank facilitates Trading in securities through Tie up arrangement with the following Brokers. In terms of this arrangement, SB/CD account, DEMAT Account is maintained with Bank of India. Trading Account would be with the Tie up Brokers and the funds/Shares are transferred to the Bank of India account of the customers on the payout day. Some of account holders are eligible to enroll for the online share Trading (OLST) facility are Individuals - single or joint account. NRIs, PIOs, Proprietor, Partners, Trusts, body corporate, etc. The on-line trading clients should have their designated Bank account (to which the amounts for buy and sell of shares would be debited/credited) with one of the Bank of India Branches. The clients should have a DEMAT account with Bank of India NSDL DPO or CDSL DPO. Online Share Trading facility is available to clients of all our Branches having SB, CD or OD Account also a DEMAT account also with Bank of India. Under the concept of 3 in 1 Account (Star Share Trade) the Banking Account, DEMAT Account and Trading Account of the customers are integrated to make our transactions transparent/seamless. For the customers who have availed the facility of Star Share Trade, Funds/Securities are automatically transferred to their account with Bank of India. There is no need to handover separate DIS or any other Instructions. Those customers who do not have DEMAT account with BOI may open the same and then integrate the same with SB and Trading Account. Customers may open as many as DEMAT Account they wish. There is no restriction on number of DEMAT Accounts to be opened. Charges for opening a Trading Account is presently Rs. 500/- details of which are as under: Stamp duty for Agreement come Indemnity come Power of Attorney
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for Online Trading account Miscellaneous Charges(One time charges) Total

Rs. 400 * Rs. 100 500

Brokerage charged by the Brokers on Buy/Sell transactions is presently 0.50% on delivery based transactions and is 0.07% on Intra-Day transactions.

Facilities available are:


Delivery based Trading. Intraday Square off Buy Today and Sell Tomorrow (BTST) Trade Multiple. Access to Research and Reports. Recommendations available on each Trading Day over phone/Email Introducing Future and Options through the Tie up Brokers tie up arrangement shortly.

4. BOI STAR E-Pay


Is a useful service that provides us a single point of contact for all our payment needs. At BOI STAR E-Pay we can pay our bills and make other payments online. Instead of writing a cheque each time, now we can use any device connected to the Internet (computer, kiosk, etc) and make payments with the click of a mouse. In effect, through BOI STAR ePay we can now make all our Payments at a Single Location, anytime we wish to. Currently BOI STAR ePay is available in the cities of Ahmadabad, Bangalore, Bhopal, Chennai, Delhi, Hyderabad, Indore, Kolkata, Mumbai, Pune, Surat, Trivandrum, Chandigarh and Lucknow. No more late payments. No more queues. No more hassles of depositing cheques.

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5. Ticket bookings
Bank has taken another step of bringing convenience of booking Indian Airlines ticket. We can book our tickets online over Internet, by paying through Bank account. Bank will take us to airlines website then we have to follow some steps to avail our ticket.

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ANCILLARY SERVICES BY BANK

1. SAFE DEPOSIT VAULT.


Bank of India also offers safe deposit Lockers and safe custody services to its customers for keeping their documents, gold ornaments and other valuable things through its large number of branches, at a very reasonable charge.

2. GOLD COINS.
Bank of India sells Pure Gold which is 24 carat and 999.9 pure Certicards with an Assay Certification. Bank of India offers sale of Gold Coins in the denominations of 4 g, 5 g, 8 g, 10 g, 20 g & 50 g in round, oval & rectangular bar shapes well packed in transparent, tamper-proof packing. Bank of India Gold Coins is imported from PAMP refinery (Switzerland) which is one of the most trusted and reputed Gold refinery in the world. The price of Bank of India Gold Coins is based on the Market Rate of gold as on that day. Features: 24 carat, 999.9 Pure Gold Bank of India offers Pure Gold Coins in the denominations of 4 g, 5 g, 8 g, 10 g, 20 g & 50 g. Available in shapes of Round, Oval & Rectangular Bar. Packed in Temper-proof packing & visible through packing Purpose: A trusted avenue for Investment and Savings Gift for special occasions and festivals Corporate Gift for employees/ achievers/ high value clients Price Gold Coins are competitively priced based on the daily prices in the international bullion market. The price is inclusive of customs duty and other charges but excluding Vat/ST. Availability
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Gold Coins are available at over 3800 branches across the country and gold coins are available in denominations of 4 g, 5 g, 8 g, 10 g, 20 g & 50 g and round, oval & rectangular bar shapes.

3. INSURANCE SERVICE
I.

Star Flier Scheme:


the Bank has built in a free personal air accident insurance cover up to Rs. 5.00 lakh to all individual Diamond SB customers who maintain an average quarterly balance of Rs.1.00 lack and more in their savings bank account.

II.

Other insurance products (A) Domestic Travel Insurance:


A comprehensive insurance scheme covering loss of life, hospitalisation and personal baggage while travelling on any public mode of transport Rail/Road is available for the Bank of India account holders. The premium payable by the customer is Rs.56/- p.a. (Excl. Service Tax). The maximum cover available is Rs.1 lakh. Individual policy will be issued to customers by National Insurance Company Limited. Policy is renewable every year.

(B) Health Insurance Scheme


BOI National Swasthya Bima* is Family Floater Mediclaim Insurance Cover exclusively devised for all customers of Bank of India. The coverage is for the Account Holder, Spouse and Maximum of 2 Dependent Children. Entire family (Account holder, his/her spouse and their two dependent children) is covered to the extent of sum insured in as much as part of the sum insured can be availed at different times by family members. Premium is lower than those available in the market since policy is issued on group basis Group of Bank of India customers.

III.

Insurance cover offered along with other Loans/Products A. Free built in Personal Accident Insurance Cover to Star Home Loan borrowers

B. Home Loan Assurance Scheme (Optional) :


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Bank of India has a group insurance scheme in tie-up with Star Union Dai-ichi Life Insurance Company Limited for Star Home Loan borrowers. The objective of the scheme is to provide financial security to the dependents of the insured Star Home Loan borrowers in case of any unexpected eventuality. In such an event the insurance company assumes the responsibility to pay the Bank the sum assured so that the dependents of the insured borrower(s) are spared from financial hardship and insecurity. This is a single premium term insurance cover for home loan. The insurance cover is an optional facility exclusively available to our Star Home Loan borrowers for a low premium.

C. Educational Loan Insurance Scheme (Optional):


In order to protect the interest of the student and their parents, an optional life insurance scheme at very competitive rates is available where the premium is also funded as a component of loan. The insurance cover will be for the duration of course + moratorium + repayment period. In the event of untoward incident involving the student or the parent, the insurance company will repay the outstanding loan amount to the Bank. If there is any surplus, the amount will be paid to the nominee.

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4. MUTUAL FUNDS
Mutual Fund products are offered to all our customers as a Corporate Distributor for the following Asset Management Companies : UTI Mutual Fund , HDFC Mutual Fund , Kotak Mutual Fund, ING Mutual Fund , Franklin Templeton Investments, IDFC Mutual Fund, DSP Black Rock Mutual Fund, Reliance Mutual Fund, Birla Sun Life Mutual Fund Banks sale of Mutual Fund products is supported by adequate number of AMFI qualified personnel placed strategically at various branches and through dedicated Relationship Managers.

5. STAR CASH MANAGEMENT


A cash management product specifically for Corporate Customers, which offers fast track cheque collections, speedy release of funds and profitable funds management, at a reasonable cost.

6. DEPOSITORY SERVICES

Bank of India is one of the leading Depository Service providers. With a view to adding value to our banking services and making available the numerous benefits of depository system to our clients, Bank of India has been offering DEMAT/Depository
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services through both the Depositories viz. National Securities Depository Limited (NSDL) and Central Depository Services (India) Ltd. (CDSL). Demat Account can be opened by individuals including NRIs, Partners, Corporate, Stock Brokers and Clearing Members of Stock Exchanges with any of our Branches.

Facilities available for Demat Account holders:


Dematerialization of physical share certificates Rematerialization i.e. converting electronic holding into physical certificate Safe Custody of DEMAT securities. Instantaneous transfer of shares/securities. Settlement of trade done in DEMAT/ rolling segment of stock exchanges. Pledge/hypothecation of DEMAT securities. Direct credit of DEMAT shares allotted in Public/Rights/Bonus Issues. Auto distribution of dividend through depository system Transposition-cum-DEMAT facility to enable investors transposes name/s of joint holder/s, along with the process of Dematerialization. An investor can get his/her securities Dematerialized in same account if names appearing on the certificates match with the names in the account even if the names are in different order.

Freezing/Defreezing of account facility by which you may instruct your DPO to freeze your Star Secure Account till further notice. This way, no transaction can affect your account without your explicit authorization.

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Q. WHAT DO YOU FEEL ABOUT OVER ALL SERVICE QUALITY OF THE BANK?

Poor -0% Average- 13% Good- 67% Excellent- 20%

80 70 60 50 40 30 20 10 0 Poor Average Good Excellent

50

Q. TO WHAT PERCENTAGE BANK CATERS YOURE BANKING NEEDS?

0-25: 0% 26-50: 33% 51-75: 53% 76-100: 14%

60

50

40

30

20

10

0 0-25 26-50 51-75 76-100

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Q. WHERE DO YOU FEEL THAT BANK NEEDS IMPROVEMENT?

Customer survey- 20 % Quick response-20 % Product range offered- 60 %

30

25

20

15

10

0 customer survey quick response product range offered

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Suggestions
I would say that the biggest challenge for banking industry is to serve the mass market of India. Companies have shifted their focus from product to customer.

The better we understand customers, the more successful bank will be in meeting their needs. In order to mitigate above mentioned challenges Indian banks must cut their cost of their services. Technology up gradation is an inevitable aspect to face challenges.

The level of consumer awareness is significantly higher as compared to previous years. Now-a-days they need internet banking, mobile banking and ATM services so bank has to provide good services to customers.

Expansion of branch size in order to increase market share is another tool to combat competitors. Therefore, Indian nationalized and private sector banks must spread their wings towards global markets as some of them have already done it. Indian banks are trustworthy brands in Indian market; therefore, these banks must utilize their brand equity as it is a valuable asset for them.

These are my suggestions to bank which help them to move towards the success.

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Conclusion
It shows the various challenges and opportunities of bank like rural market, transparency, customer expectations, management of risks, and growth in banking sector, human factor, global banking, environmental concern, social, ethical issues, and employee and customer retentions. Banks are striving to combat the competition. The competition from global banks and technological innovation has compelled the banks to re-plan their policies and strategies.

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CUSTOMER SATISFACTION SURVEY OF BANK OF INDIA.


NAME: _________________________________________________

Q.1) What kind of account do you hold? Saving deposits Current account Loans Fixed deposit Recurring deposit Pensioner account

Q.2) How long you have account in this bank? ______________________ Q.3) What do you feel about over all service quality of your Bank? Poor Average Good Excellent

Q.4) To what percentage does bank caters your banking needs? 0-25% 26-50% 51-75% 76-100%

Q.5) How efficiently does your bank handles the transaction? 0-25% 26-50% 51-75% 76-100%

Q.6) to which bank do you mostly compare your bank products with? ___________________________ ______________________________

Q.7) Have you ever faced any problem or difficulty? Specify: __________________________________________________________ _____________________________________________________________________ Q.8) Through which media do you mainly get information
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About your bank product or services? TV add Info through bank Face to face Banners others _______________________________

Q.9) Have you applied for credit (any kind of loan)? Yes No

Q.10) Are you satisfied with the service you received from Supervisor and manager of the branch? Yes No

Q.11) Where do you feel that bank need improvement? Customer survey Product range offered Quick response

Q.12) Would you suggest this bank to your friends and relatives & why? Yes No May be. ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________

********************** Thank You ***********************

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