A PROJECT REPORT

ON

“BANKING SERVICES OF PRIVATE AND PUBLIC SECTOR BANKS”

(A CASE STUDY OF HDFC, ICICI, SBP, PNB)

Submitted to Punjab Technical University, Jallandhar in partial fulfillment of the

requirements for the degree of

MASTER OF BUSSINESS ADMINISTRATION

(2008-2010)

Submitted by
MOHIT GARG
Roll No: 80916317019

SHRI RAGHU NATH RAI MEMORIAL SCHOOL OF MANAGEMENT

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 ACKNOWLEDGEMENT

Survey is an excellent tool for learning and exploration. No classroom routine can substitute which is possible
while working in real situations. Application of theoretical knowledge to practical situations is the bonanzas of
this survey. Without a proper combination of inspection and perspiration, it’s not easy to achieve anything.
There is always a sense of gratitude, which we express to others for the help and the needy services they render
during the different phases of our lives. I too would like to do it as I really wish to express my gratitude toward
all those who have been helpful to me directly or indirectly during the development of this project.

I would like to thank my Lecturer Mrs. SHUBHKAMNA who was always there to help and guide me when I
needed help. His perceptive criticism kept me working to make this project more full proof. I am thankful to her
for his encouraging and valuable support. Working under her was an extremely knowledgeable and enriching
experience for me. I am very thankful to her for all the value addition and enhancement done to me. No words
can adequately express my overriding debt of gratitude to my parents whose support helps me in all the way.
Above all I shall thank my friends who constantly encouraged and blessed me so as to enable me to do this
work successfully.

MOHIT GARG
MBA 4th SEM,
80916317019

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 CERTIFICATE

This is to certify that MR MOHIT GARG of MBA 4th semester of SRMSM Ram Nagar, Banur Distt-
Patiala has completed his project report on the topic of “Banking services of Public and Private Sector
Banks” under the supervision of Mrs. SHUBHKAMNA MAM. To best of my knowledge the report is original
and has not been copied or submitted anywhere else. It is an independent work done by her.

Mrs. SHUBHKAMNA
SRMSM
Ram Nagar, Banur
Distt-Patiala.

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 DECLARATION

I hereby declare that this Project Report entitled “Banking services of Public and Private Sector Banks”
submitted in the partial fulfillment of the requirement of Master of Business Administration (MBA) of Shri
Raghunath Rai Memorial School of Management Ram Nagar, Banur Distt-Patiala is based on primary &
secondary data found by me in various departments, books, magazines and websites & Collected by me.

MOHIT GARG DATE:

MBA 4th SEM.

Roll No. 80916317019

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 CERTIFICATE
This is to certify that the project report entitled “Banking services of Public and Private Sector Banks” is true
record of work done by MOHIT GARG, and submitted in partial fulfillment of the requirements of MBA
program of Shri Raghunath Rai Memorial School of Management Ram Nagar, Banur Distt-Patiala

FACULITY GUIDE
Mrs. SHUBHKAMNA

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 TABLE OF CONTENTS

SR. NO. TRADING THROUGH TECHNICAL ANALYSIS PAGE NO.

ACKNOWLEDGEMENT

CERTIFICATE BY PROJECT GUIDE

DECLARATION

01 INTRODUCTION OF PROJECT
1 HDFC BANK
2 STATE BANK OF INDIA
3 ICICI BANK
4 PUNJAB NATIONAL BANK
02 LITERATURE REVIEW

03 RESEARCH METHODOLOGY
• OBJECTIVE OF THE STUDY

• RESEARCH METHODOLOGY

• LIMITATIONS OF THE STUDY

04 DATA ANALYSIS & INTERPRETATION

05 FINDINGS & COMPARISON

BIBLIOGRAPHY

QUESTIONNAIRE

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 CHAPTER - 1

INTRODUCTION

OF

PROJECT

INTRODUCTION OF PROJECT
Traditionally, the banking business used to mean lending, borrowing and money remittance only. In the current
scenario the banks have much more services and schemes, in their domain, than ever before. In addition to the

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traditional services, banks are offering man specialized i.e. specially designed services and schemes meant to
serve the specific needs of the customers. Banking sector has become, probably, the most important financial
sector, not in just terms of turnover, profits and employment, but also in its paramount impact on the other
spheres of the economy.

Till 1960’s banks were essentially commercial and business organizations. Their business was mainly accepting
deposit for the purpose of lending with the eye on the increasing profits for the benefits of their shareholders. In
addition to the disbursement of credit, certain facilities for remittance, collection of chques/bills safe keeping of
articles were provided. Since 1960’s in India banking has gone a rapid change than any ware in the certain
directions, with launching of successive five year plans by government.

The modern banking is the out come of the “nationalization of bank” in 1969 that hit banking harder than it
would have been. Before Nationalization Indian banks were out of mainstream of modern banking in thought
and practice. To offer specialized services, the SBI re-organizes itself in 1972 into four major market segment
viz. commercial and institutional segment, agriculture segment small industry segment and service banking
segment. Later the bank followed customer-oriented segmentation. In recent year financial industry has been
invaded many non banking institutions like post offices, LIC, UTI, Co-operative banks and other financial
agencies.
HDFC BANK
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in
principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the
RBI's liberalization of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the
name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations
as a Scheduled Commercial Bank in January 1995.
 Savings Accounts:-
These Accounts are primarily meant to inculcate a sense of saving for the future, accumulating
funds over a period of time. Whatever your occupation, we are confident that you will find the
perfect banking solution.

Open an account in your name or register for one jointly with a family member today.

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 Regular Salary
Savings Plus Classic
No Frills Payroll
Retail Trust Regular
Kids Advantage Premium
Pension Savings Defence
Family Savings Reimbursement

 Current Accounts:-
Now, with an HDFC Bank Current Account, experience the freedom of multi-city banking! You
can have the power of multi-location access to your account from any of our 535 branches in 228
cities. Not only that, you can do most of your banking transactions from the comfort of your
office or home without stepping out. We make it our business, to help you with your business, by
offering you a Current Account with all the benefits you need, to stay ahead of your competition.
At HDFC Bank, we understand that running a business requires time and money, also that your
business needs are constantly evolving. That's where we come in. We provide you with a choice
of Current Account options to exclusively suit your business - whatever the size or scope. Open
an HDFC Bank Current Account & control your business operations centrally.

Plus Trade Premium

Regular

 Fixed Deposits:-
Long-term investments form the chunk of everybody's future plans. An alternative to simply
applying for loans, fixed deposits allow you to borrow from your own funds for a limited period,
thus fulfilling your needs as well as keeping your savings secure.

Regular Fixed Deposit Supersaver Sweep-In

5 Year Tax Saving Fixed Deposit  Lo

ans
:-
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 • Personal loan:
Whatever the occasion, our range of Personal Loans can help. The procedure is simple,
documentation is minimal and approval is quick.

Features & Benefits:

• Borrow up to Rs 10, 00,000 for any purpose depending on your requirements.

• Flexible Repayment options, ranging from 12 to 48 months
• Repay with easy EMIs.
• One of the lowest interest rates.
• Hassle free loans - No guarantor/security/collateral required.
• Speedy loan approval.
• Convenience of service at your doorstep.

 HDFC Home Loans

HDFC Bank brings HDFC home loans to your doorstep. With over 25 years of experience, a
dedicated team of experts and a complete package to meet all your housing finance needs, HDFC
Home Loans, helps you realize your dream.

Features & Benefits

• Home Loan –
We offer home loans for individuals to purchase (fresh / resale) or construct houses. Home
loans can be applied for individually or jointly. HDFC finances up to 85% maximum of the
cost of the property (Agreement value + Stamp duty + Registration charges).

• Home Improvement Loan –

HIL facilitates internal and external repairs and other structural improvements like painting,
waterproofing, plumbing and electric works, tiling and flooring, grills and aluminums
windows. HDFC finances up to 85% of the cost of renovation (100% for existing customers).

• Home Extension Loan –

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 HEL facilitates the extension of an Existing dwelling unit. All the terms are the same as
applicable to Home Loan

• Land Purchase Loan –

Be it land for a dream house, or just an investment for the future, HDFC Land Purchase Loan
is a convenient loan facility to purchase land. HDFC finances up to 70% of the cost of the
land (Conditions Apply). Repayment of the loan can be done over a maximum period of 10
years.

• Choose from Fixed Rate or Floating Rate With options to structure your loan as Partly
Fixed or Partly Floating.

• Flexible repayment options to suit your individual needs.

• Loan cover Term Assurance Plan – HDFC Standard Life Insurance Company Ltd. offers
an insurance plan*, which is designed to ensure that life's uncertainties do not affect your
family's interests and your precious home. LCTAP provides a lump-sum payment on the
unfortunate demise of the life assured.

• Automated Repayment of Home loan EMI –

You can give us standing instructions to repay your Home Loan EMIs directly from your
HDFC Bank Savings Account, thus, saving you the trouble of procuring, signing and
tracking post-dated cheques.

• Customer privileges –
If you are an existing HDFC Bank Home Loan customer, you can avail of other loans (such
as Personal Loans, Car Loans, Two-wheeler Loans and Loan against securities) at lower
interest rates.

 Two Wheeler loan:

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 Whichever the bike, our two wheeler loan is the answer. With quick approvals, flexible
payment options and easy repayment - we'll help you buy the bike you desire.

Features & Benefits:

• Flexible repayment options, ranging from 12 to 48 months available even at the point of
purchase.
• Repay through post-dated cheques with easy EMIs. Calculate your EMI.
• Hassle free loans - No guarantor required.
• Speedy loan approval.
• Available for almost all models at attractive interest rates.
• Free gifts from time to time on approval of your Two Wheeler Loan.
• Special Schemes to suit your needs

 New Car Loan:-

Just decide on the make & model and our New Car Loan will bring it to your driveway in no
time.

Features & Benefits:

• Covers the widest range of cars and multi-utility vehicles in India.

• Avail 100% finance on your favorite car.
• Flexible repayment options, ranging from 12 to 84 months.
• Borrow up to 3 times your annual salary (for salaried professionals) and 6 times your annual
income (for self employed professionals).
• Repay with easy EMIs.
• Attractive car loan plans - To Fastrack your loan, just choose the plan that is right for you.
• Attractive Interest rates.
• Hassle-free documentation.

 Express loans: -

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 We now offer Express Loans to help fulfill all your needs. The procedure is simple,
documentation is minimal and approval is quick.

Features & Benefits:

• Borrow from Rs 10,000/- to 75,000/- for any purpose depending on your needs.
• Flexible repayment options, ranging from 12 to 36 months.
• Repay with easy EMIs.
• One of the lowest interest rates in the market.
• Hassle free loans - No guarantor/security/collateral required.

 Gold loan:-
With HDFC Bank's Gold Loan, you can get an instant loan against your gold jewellery and
ornaments. The procedure is simple, documentation is minimal and approval is quick.

Features & Benefits:

• Borrow up to Rs. 10, 00,000 for any purpose depending on your requirements.
• Flexible Repayment options, ranging from 3 to 12 months.
• Get highest loan amount on your gold jewellery.
• Repay the loan at maturity. No hassle of EMI.
• One of the lowest interest rates.

 Loan against Securities:-

Get liquidity from your investments, without you having to sell them. With HDFC Bank's
Loan against Securities, you can get an overdraft against your securities like Equity Shares,
Mutual Fund Units, GOI Relief Bonds, LIC Policies, NSC, KVP, UTI Bonds (6.60% ARS &
US64 Bonds) and Gold Deposit Certificates, while still retaining ownership.

And the best part is that you can continue to enjoy all your shareholder benefits such as rights,
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 dividends and bonuses. Loan available to NRI's against Shares, Mutual Funds, US64 Bonds,
UTI 6.60% ARS Bonds.

Features & Benefits:

• You can enjoy the benefits of your securities and still avail a loan on the same.

 No EMI's

 No Post Dated cheques

 No Pre-payment charges

 Interest charged only on utilized amount Up to 90% loan

• Exhaustive number of approved securities.

• Overdraft facility can be availed against pledge of:

• Equity Shares- Demat Shares up to 50% of the value. See approved scrip’s.

 Mutual Fund units - Mutual Funds up to 50% of NAV (Net Asset Value). See approved
Mutual Fund Schemes.

 GOI Relief Bonds

 LIC Policies

 National Savings Certificate (NSC),

 Kisan Vikas Patra (KVP)

 UTI Bonds (6.60% ARS Bonds & US64 Bonds)

• Single Scrip Lending - Lending up to 50% of the value with any Depository Participant. (please
contact us to know the drawing power of the scrips) Click here to know more.
• Minimum loan amount: Rs. 50,000/
• Pay interest only on the amount outstanding and only for the time you use it.
• Interest is calculated on the daily outstanding balance and debited to your account every month
end.

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 • Shares can be pledged from any Depository (NSDL or CDSL) and any Depository Participant
across the country.
• For availing the overdraft facility, the securities need not necessarily be in your name.
• To receive the overdraft amount, a Current Account with an overdraft limit is created in your
name. This entitles you to all the Current Account benefits like FREE International Debit Card,
FREE Phone Banking, And FREE Net Banking.

 Loan against property:-

HDFC Bank brings to you Loan against Property (LAP). You can now take a loan against your
residential or commercial property, to expand your business, plan a dream wedding, and fund
your child's education and much more. You can depend on us to meet all your business
requirements even to purchase a new shop or office for your business. Loan to purchase
Commercial Property (LCP) is a specially designed product to help you expand your business
without reducing the capital from your business.

Features & Benefits:

1 Loans from Rs. 2 Lacs onwards depending on your needs.

2 Borrow up to 60% of market value of the property.
3 Flexibility to choose between an EMI based loan or an Overdraft - We also offer to you
overdraft against your self-occupied residential or commercial property and you save money by
paying interest only on the amount utilized!
4 High tenure loans for ease of repayment.
5 Attractive interest rates.
6 Simple and speedy processing.
7 Specially designed products for Self Employed.

 CARDS:-
Banks range of Cards helps you meet your financial objectives. So whether you are looking to
add to your buying power, conducting cashless shopping, or budgeting your expenditure, you
will find a card that suits you.

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 Credit Cards
Besides arming you with unmatched spending power, our Credit Cards are designed to
meet your unique needs. Choose one that's tailored for you.

 Silver credit card

Features & Benefits:

• Earn while you spend With us, money spent is money earned. For every Rs. 100 you spend,
you earn 2 reward points. You can redeem these accumulated points for exciting gifts and offers from
our exclusive rewards program.

• Add on cards Get up to 3 supplementary cards for your spouse, parents, siblings (own
brother/sister), son and/or daughter (over 18 years) and allow them to enjoy the many benefits of a
HDFC Bank International Silver Credit Card.

• Zero liability on lost card Report your credit card loss immediately to our executives at our
24-hour call centers. After reporting to us, you carry zero liability on any fraudulent transactions on your
card.

• Widely accepted at over 110,000 merchant establishments across India and Nepal and close
to 18 million merchant establishments around the world.

• Value plus Credit Card A true value card that enables you to avail 5% cash back on all
your purchases.

• Health plus Credit Card Cashless Medi claim, discounts at participating hospitals, extra
protection for your family. You can rest assured with the Health plus Credit Card

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Premium Cards: Much more than just snob value:

 Gold Credit Card:-

A card to match your lifestyle with features like International Business Travelers' Club (IBTC)
membership, special offers on air tickets and rewards redemption for air miles.

 Titanium Credit Card:-

Limited Edition card with 24X7 concierge services, zero surcharge on fuel and accelerated two-
tier rewards programmed.
 Corporate Credit Card:
It's not just a card, it’s a designation. HDFC Bank Corporate card comes with a unique 24x7
Expense management solution called SMART DATA ONLINE, powered by MasterCard
International.

 Debit Cards:
What if you could carry your bank account with you? HDFC Bank Debit Cards give you
complete and instant access to the money in your accounts without the risk or hassle of carrying
cash. Choose from:

 Easy Shop International Debit Card:

Upgrade your ATM card to a Visa or Maestro Debit Card. Use it to shop at thousands of
establishments and earn fabulous discounts.

 HDFC Services:-
With HDFC Bank's payment services, you can bid goodbye to queues and paper work. Our range
of payment options make it easy for you to pay for a variety of utilities and services.

 Woman's Gold Card

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 Verified By Visa:
Do you want to be worry free for your online purchases? Now you can shop securely online with your
existing Visa Debit/Credit card.

Net Safe: Now shop online without revealing your HDFC Bank Credit Card number.

 Prepaid Mobile Refill:-

You can now recharge your Prepaid Mobile Phone with this service.

 Bill Pay:-
Pay your telephone, electricity and mobile phone bills at your convenience. Through the
Internet, ATMs, your mobile phone and telephone - with Bill Pay, our comprehensive bill
payments solution.

 Visa Money Transfer:-

Transfer funds to any Visa Card (debit or credit) within India at your own convenience
through HDFC Bank's Net Banking facility.

ATM SERVICES:-
• You can enjoy the following benefits at any of our over 1471 ATM across India.

• 24-hour access to cash - Withdraw up to Rs.10, 000/- per day on your ATM Card and up
to Rs. 15,000 on your Debit Card. The fast cash option saves your time by providing the cash in
denominations of Rs.500/-.

• View Account Balances & Mini-statements - Get details of the last 9 transactions on
your account with the mini-statement, along with your balance.

• Order a Cheque Book / Account Statement

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 • Transfer Funds between accounts - You can also transfer money from one of your
accounts to another. Both accounts must be linked to your ATM Card and Customer ID. A
maximum of 5 saving and 5 Current Accounts can be linked.

• Refill your Prepaid card - If you are an HDFC Bank Account holder and a prepaid
customer, you can now refill your prepaid card with our Prepaid Refill service.

• Pay your utility bills - Pay your cellular, telephone and Electricity bills through the
ATM using Bill Pay, a comprehensive bill payments solution. Know more about Bill Pay.

• Deposit cash or cheques - You can deposit cash or cheques into your account and the
ATM will immediately print a receipt for the same.

• Change your PIN - You can conveniently change your PIN (given at the time of opening
your account) whenever you wish.

• Learn about all our other products - Simply select a product and all the information
you require will be displayed on the screen.

Net Banking:-
Net Banking is HDFC Bank's Internet Banking service. Providing up-to-the-second account
information, Net Banking lets you manage your account from the comfort of your mouse -
anytime, anywhere.

Features:
• View Account Balances & Statements.
• Transfer Funds between accounts
• Create Fixed Deposits Online
• Request a Demand Draft
• Pay Bills
• Order a Cheque Book
• Request Stop Payment on a Cheque

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 Uses of Net Banking:
• Internet Banking is the most convenient and powerful way to manage your account.
• Net Banking is Real Time, giving you up-to-the-second details on your account.
• It can be accessed anytime, from anywhere, giving you complete control over your finances
• There are no queues to stand in, or turns to wait for. With Net Banking you are in control.
• HDFC Bank's Net Banking service is secure. Using industry-standard technologies and
infrastructures, our service gives you peace of mind.

Our phone is now our bank!

When you dial in to Phone Banking, a voice prompt will guide you through the various transactions.
You may also talk to a Phone Banker, who will provide you with the required assistance.

Services via Phone Banking:

• Check your account balance –
Get up-to-the-second details of your Savings or Current Accounts and your Fixed Deposits.
You can also get the details of the last 5 transactions on your account, or have a mini
statement of last 9 transactions faxed across to you.

• Enquire on the cheque status –

You can use Phone Banking to check on the status of cheques issued or deposited from
anywhere in India.

• Order a Cheque Book / Account Statement –

Just call Phone Banking and get your Cheque Book or latest Account Statement delivered at
your doorstep.

• Stop Payment –
Stop payment of a single cheque or a series of cheques, 24 hours a day.

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• Loan related queries –
Get details of the outstanding loan amount, enquire about your loan account, request for an
interest certificate and repayment schedule, etc. Just call Phone Banking in your city and dial
4 to speak to our Phone Banker

• Open a Fixed deposit or Enquire on your Fixed deposits / TDS*# -

Talk to our Phone Banker to easily open a Fixed Deposit over the phone, by simply
authorizing a transfer of funds from your Savings Account.

• Transfer Funds between accounts*# -

You can also transfer money from one of your accounts to another. Both accounts must be
linked to your Customer ID. You can transfer amounts up to Rs 1 Lac in a single day.

• Pay your bills –

Pay your cellular, telephone, electricity and HDFC Bank Credit Card bills through Phone
Banking using Bill Pay, a comprehensive bill payments solution

• Request a Demand Draft / Manager's Cheque #** -

Call Phone Banking and get a Demand Draft / Manager's Cheque delivered to your doorstep

• Report loss of your ATM / Debit Card / Forex Plus Card –

If your ATM / Debit / ForexPlus Card are lost, call any Phone Banking number to deactivate
your card(s).

• Learn about all our other products –

Get details on HDFC Bank products & services by talking to our Phone Banker visiting the
branch or ATM!

• We can register for any or all of the following alerts:

Debit transactions greater than Rs. 5,000/ Rs.10, 000/ Rs. 20,000/Rs. 50,000

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 Credit in account greater than Rs. 5,000/ Rs.10, 000/ Rs. 20,000/Rs. 50,000
Account Balance below Rs. 5,000/ Rs.10, 000/ Rs. 20,000/Rs. 50,000-

 Weekly account balance

 Salary Credits
 Utility bill payment due Alert

STATE BANK OF INDIA

The Bank is actively involved since 1973 in non-profit activity called Community Services Banking. All
our branches and administrative offices throughout the country sponsor and participate in large number
of welfare activities and social causes. Our business is more than banking because we touch the lives of
people anywhere in many ways. Our commitment to nation-building is complete & comprehensive

TERM DEPOSITS:-
Now you can earn a higher income on your surplus funds by investing those with us. bank
provide security, trust and competitive rate of interest.
• Flexibility in period of term deposit from 7 days to 10 years.
• Affordable Low Minimum Deposit Amount: You can open a term deposit with SBI for a
nominal amount of Rs.1000/- only.
• Flexibility in choosing the amount you wish to invest and the maturity period.

Automatic Renewals
There is no need for you to keep track of the maturity of your deposits. Your deposits with us will be
renewed automatically, post maturity.

Flexibility to covert your Special Term Deposit to Term Deposit and vice versa
• You can convert your special Term Deposit to a Term Deposit to receive
monthly/quarterly interest payments to match your financial requirements.
• You can also convert your Term Deposit to a Special Term Deposit, which provides
compounded rate of interest to multiply your money faster.

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 RECURRING DEPOSIT:-
Want to create a fund for your children's education or marriage or to buy a car or for a dream
holiday? Whatever may be your financial goals, through our Recurring Deposit Scheme you can
save a little every month so that at the time of need you have sufficient funds to achieve your
financial goals. Recurring Deposit provides you the element of compulsion to save at high rates
of interest applicable to Term Deposits along with liquidity to access that savings any time. So
set aside a small amount every month and earn at compounded rates of interest.

Wide Choice in Period of Deposit:-

• Flexibility in period of deposit with maturity ranging from 12 months to 120 months.
• Low minimum monthly deposit amount.
• You can start a Recurring Deposit with SBI for a monthly instalment of Rs.100/- only.

 HOUSING LOAN:-
Home is where the heart is! At SBI, we understand this better than most – the toil and sweat that
goes into building/ buying a house and the subsequent pride and joy of owning one. This is why
our Housing loan schemes are designed to make it simple for you to make a choice at least as far
as financing go.

Unique features:

• No cap on maximum loan amount for purchase/ construction of house/ flat

• Option to club income of your spouse and children to compute eligible loan amount
• Provision to club expected rent accruals from property proposed to compute eligible loan
amount
• Provision to finance cost of furnishing and consumer durables as part of project cost
• Repayment permitted up to 70 years of age
• Free personal accident insurance cover

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 BI-Flexi’ Home Loans:-
A customized product designed to enable borrowers to hedge their Home Loan against
unfavorable movement in interest rates. The product gives you a one time irrevocable option to
choose one of the three customized combinations of fixed and floating interest rates and also to
choose the order in which the fixed and floating rate will be availed.

 ‘SBI-Maxgain’ Home Loans:-

An innovative and customer-friendly product to enable you to earn optimal yield on your
savings and minimize interest burden on Home Loans, with no extra cost. The loan is granted as
an Overdraft facility with the added flexibility for you to operate your Home Loan Account like
your SB or Current Account

 ‘SBI-Realty’ Home Loans':-

A unique product if you are on the look out for a loan to purchase a plot of land for house
construction. The loan is available for a maximum amount of Rs.20 lacs* and with a
comfortable repayment period of up to 15 years.

 ‘SBI-Freedom’ Home Loans':-

A revolutionary product designed for customers who are on the look out for a source of finance
for a property they want to invest in without mortgaging the same. All you have to do is pledge
any financial security that you have and you will get a Home Loan for your dream home.

 ‘SBI-OPTIMA’ ADDITIONAL HOME LOANS

 ‘SBI-HOMELINE’ SPECIAL PERSONAL LOANS

Innovative and value added products extended to existing Home loan borrowers with a
satisfactory repayment record of 3 years and whose loan is Standard Asset, with a view to
reinforce the customer loyalty and to maintain long term relationship with the borrowers.

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 In case of take-over of Home Loans from other Banks/HFCs, the borrower should have fulfilled
the above conditions with the present Bank/HFC.

 OTHER HOME LOANS SCHEMES:-

'SBI Gram Niwas' Rural Home Loans, Home Loans under 'Prashasan Plus', 'Teacher Plus'
and 'Oil Plus' : 25 bps below applicable card rates for the respective tenures (fixed rate loans
only up to 10 years and subject to 'force majeure' clause and interest rate reset at the end of every
two year on the basis of fixed interest rates prevailing then).

 CAR LOAN:-
Move ahead in life with SBI Car Loans! If you have been putting off purchasing that car, we
invite you to go through our Car Loans scheme. Low interest rates, easy repayment options, total
transparency, Low processing charges, finance to include vehicle registration charges, insurance
and one time road tax.

• Type of Loan:-
a. Term Loan
b. Overdraft –
o For New vehicles only
Minimum loan amount: Rs. 3 lacs.

 SBI SARAL PERSONAL LOAN:-

Do you want funds readily available to you whenever you desire or need, be it a sudden vacation
that you plan with your family or urgent funds required for medical treatment? SBI Saral -
Personal Loan is the answer to your questions. Access this facility from over 3000 branches
across the country and confidently face the challenge of meeting any kind of personal expenses!

 EDUCATION LOAN:-
A term loan granted to Indian Nationals for pursuing higher education in India or abroad where
admission has been secured.

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 LOAN TO PENSIONERS:-
If you are a Central or State Government pensioner drawing your pension through one of our
branches and are not more than 72 years of age, you can avail of a loan from your branch to meet
your personal expenses. We understand you may have an urgent or unexpected need for funds or
a family obligation to be fulfilled and appreciate your association with us. You can avail a loan
of up to a maximum of 12 months pension, subject to a ceiling of Rs.1,00,000. The
documentation is easy.

 PROPERTY LOAN:-
A dream comes true! An ALL PURPOSE LOAN for anything that life throws up at you!! Do
you need funds for a Marriage ceremony, want to take your family to a well-deserved holiday or
for a sudden medical emergency? You have some property, but would rather not sell it? Then
why not avail of this ALL PURPOSE LOAN from SBI? SBI now makes it very much possible
for you to only keep your property but also have liquid funds.

 LOAN AGAINST SHARES \ DEBENTURES:-

Do you need urgent cash but you don't wish to sell or liquidate your holding of shares?
Leverage your investments in shares, debentures, public sector bonds and Government securities
for loans to meet unforeseen expenses!! You need not miss out on the next stock market boom!!
Avail of loans up to Rs.20.00 lacs against your shares/debentures to enable you to meet
contingencies, personal needs or even for subscribing to rights or new issue of shares.

 RENT PLUS:-

NAME OF SCHEME RENT PLUS \MEDI-PLUS SCHEME

For spreading smiles and cheers on the faces of our customers…, we've launched a new loan
scheme keeping specialized medical treatments in mind - a scheme that we call Medi Plus.

List of Diseases :-

26
 Corneal implant

 Orthodontic treatment - fixed tooth implant

 Angioplasty

 Congenital heart surgery

 Heart Valve replacement surgery

 GIFT - In-vitro technique for child bearing

 Serious accidents and multiple injuries surgery

 Coronary artery bypass graft surgery

 Hip and knee replacement surgery

 Penile implant surgery

 Laser assisted hatching

ICICI BANK
In 1955, The Industrial Credit and Investment Corporation of India Limited (ICICI) was
incorporated at the initiative of World Bank, the Government of India and representatives of Indian
industry, with the objective of creating a development financial institution for providing medium-
term and long-term project financing to Indian businesses.

 Savings Account

Features:
1 The ICICI Bank Ncash debit card is a debit-cum-ATM card providing you with the
convenience of acceptance at merchant establishments and cash withdrawals at ATMs.

2 The next time you want to withdraw cash from your ICICI Bank Savings account, just walk
into any bank's ATM and use your ICICI Bank ATM-cum-Debit card for free. The above
benefit is available to individual domestic Savings Account holders on maintenance of a
quarterly average balance of more than Rs.10, 000 in the savings account in a quarter. The above
benefit can be availed in the same quarter.
27
 3 Money Multiplier Facility

4 Anywhere Banking - This facility entitles the account holder to withdraw or deposit cash upto a
limit of Rs.50, 000 across all ICICI Bank branches.

5 You can give us various types of standing instructions like transferring to fixed deposit accounts
at regular intervals.

 Types of saving accounts:-

• Debit-cum-ATM card

• Money Multiplier Feature

• Internet Banking

• Phone Banking

• Anywhere Banking

• Standing instructions

• Nomination facility

• Doorstep service

 Special Savings Account :-

• Comprehensive Banking

• Solutions with added features

• Supplementary Savings

• Ideal for tax-exempt entities

• Internet Banking

• Phone Banking

• Anywhere Banking

28
• Inward Remittance

 Senior Citizen Services:-

• Higher Interest Rates

• Special Demand Loans against deposit

• Free collection of outstation cheques drawn on our locations

• Debit-cum-ATM card

• Money Multiplier Facility

• Internet Banking

• Phone Banking

• Anywhere Banking

• Standing instructions

• Nomination facility

Fixed Deposit:-

• Wide range of tenures

• Choice of investment plans

• Partial withdrawal permitted

• Safe custody of fixed deposit receipts

• Auto renewal possible

• Loan facility available

29
Easy Deposit :-
 Free Debit/ATM card

 No need to open a Savings account.

 Options of Easy Withdrawal and Easy Loan

 Wide range of tenures

 Auto renewal possible

 Recurring Deposit:-
ICICI Bank's Recurring Deposits are the ideal way to invest small amounts of money every
month and end up with a large saving on maturity.

Features:-

• Encourages savings

• High interest rates of interest

• Loans against deposits available

 ICICI Bank Tax-Saver Fixed Deposit:-

ICICI Bank brings to you the ICICI Bank Tax-Saver Fixed deposit as the perfect answer to all
your needs. A Fixed deposit that offers you dual benefit of Tax Saving and High Returns on
your investment.

• Tax Saving through tax exemption under section 80C of Income Tax Act, 1961

• High return in the form of higher interest rate of 8.25%

As per section 80 © of the Income tax Act, 1961, investments of up to Rs.1, 00,000 qualify for
deduction from the gross total income for purpose of tax calculations. ICICI Bank Tax Saver
Fixed Deposit is structured to benefit you the most in terms of this provision.

30
 Bank @ Campus:-
Thanks to bank@campus, ICICI Bank's Student Banking Service, your child can now look
forward to the new face we have given to banking - his / her computer monitor. Yes, your child
can now surf the Net and access all the details of his / her account at the click of a mouse! No
need to visit the bank branch at all.

In addition, your child gets:

• Free personalized cheque book

• Free Phone Banking
• Free ICICI Bank Ncash Debit Card
• Free transfer of funds into his / her account from any ICICI Bank account
• Free supplementary credit card (if you have an ICICI Bank Credit card.)
• Annual statement of accounts

 SALARY ACCOUNT:-

ICICI Bank Salary Account is a benefit-rich payroll account for Employers and Employees.

• Having the largest network of ATMs at their command,

• Free 24 hour Phone Banking,

• Free Internet Banking.

 Rural Savings Account :-

Features:-

• The Rural Savings Account will be available through Business Correspondents.

• The account is zero balance with no initial deposit.

• The Customer is provided with an E-passbook.

31
• All transactions in the accounts are done only after a biometric authentication.

• Nomination facility is available.

• Interest is payable half-yearly.

 Loans:-

Best Deals on Home Loan for You Welcome to India’s No. 1 Home Loans Provider. We, at
ICICI Bank Home Loans, offer unbeatable benefits to ensure that you get the best deal without
any hassles. And we make it extremely easy for you by offering

• Attractive loan interest rates

• Home loan amounts starting from Rs. 2 lakhs

• Term loans up to 20 years

• Free Personal Accident Insurance (Terms & Conditions)

• Insurance options for your home loan at attractive premium

• Special 100% funding for select properties.

• With our varied offering of house loans and home finance, ICICI Bank Home Loans gives
you an opportunity to select the perfect loan as per your needs. You can choose from:

• Adjustable Rate Home Loan

• Fixed Rate Home Loan

• Part fixed, Part Floating Rate Home Loan

• Smart fix Home Loan

• Money Saver Home Loan and also

• Balance Transfer of your existing home loan from other banks.

32
 Personal Loans for all your financial needs:-
Thinking of renovating your house? Yearning to buy a new laptop? Need financial assistance with
marriage related expenses? Your child's higher education or any other desire, an ICICI Bank
Personal Loan is all you need to fulfill that desire. With an ICICI Bank Personal Loan you can get
instant money for a wide range of your personal needs like

• Renovation of your Home.

• Marriage in the Family.

• A holiday with your family.

• Your child's education.

• Buying a Laptop or a electronic equipments.

• Medical expenses or any other emergencies.

 New Car:-
Turn your dream into reality. Own that new car you have always desired, with a little help from
us. We offer loans up to 100% of ‘on-road’ cost on select models, and up to 95% of the ex-
showroom price on others. Our interest rates would pleasantly surprise you. What’s more, you
can take up to 7 years to repay the loan. Worried about paperwork? Relax. The process for
getting a loan involves only a few simple steps and we will tailor-make the loan to suit your
needs.

Two Wheeler Loans:-

ICICI Bank Two Wheeler Loans offers a finance facility up to 90% of the On Road Cost of
the vehicle, repayable in convenient repayment options and comfortable tenures from 6
months to 36 months. Two Wheeler Finance facility is available in a wide range of
options to suit your requirements.

33
  Commercial Vehicle:-

• Reaches you through more than 700 locations across the country.

• Range of products under one umbrella.

• Funding of products include, trucks, buses, tippers, light commercial vehicles, pick ups, 3
wheelers, etc.

• Range of services: funding of new vehicles, refinance on used vehicles, balance transfer on
high cost loans, top up on existing loans, Xtend product, working capital loans & other
banking products..

• Preferred financier status with all leading manufacturers.

• Simple documentation.

• Quick turn around time.

• Flexible financing solutions to meet the individual requirement.

Loans against Securities:- Loans against Securities enable you to obtain loans against your
securities.

 Bank offer loans against:-

• Demat Shares
• RBI Relief Bonds
• Mutual Funds Units
• ICICI Bank Bonds
• Insurance Policies
• UTI Bonds
• NSC/KVP (In demat form only)

34
 RURAL EDUCATIONAL INSTITUTION FINANCE :-

ICICI Bank Rural Educational Institution Finance (REI) caters to the need of privately runs
Educational Institutions based out of Rural, Semi Urban and outside city limit locations. The
product is designed to cater to the specific needs of the Educational Institutions. ICICI Bank offers
loans to Rural Educational Institutions with the following features and a host of benefits:

Loans for Additions of New classrooms, lab facilities, Transportation.

Residential facilities for Teachers or students.

Establishing a new school or college by an existing institution.

Attractive Interest Rates

Fast Processing of Loans

Minimum documentation

SMS alerts for Sanctions & Repayments.

 CARDS:-
ICICI Bank offers a variety of cards to suit your different transactional needs. Our range includes
Credit Cards, Debit Cards and Prepaid cards. These cards offer you convenience for your financial
transactions like cash withdrawal, shopping and travel. These cards are widely accepted both in
India and abroad. Read on for details and features of each.

• Credit Cards:
ICICI Bank Credit Cards give you the facility of cash, convenience and a range of benefits,
anywhere in the world. These benefits range from life time free cards, Insurance benefits,
global emergency assistance service, discounts, utility payments, travel discounts and much
more.

• Premium Credit Cards:-

The Premium Credit Cards from ICICI Bank brings to you the benefits of owning an exclusive
35
 Credit Card for your convenience and usage. Our Cards include special deals to complement
your lifestyle.

 Classic cards.

 Value cards.

 Co-branded cards.

 Affinity cards.

• Debit Cards:-

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 than 3.5 Lakh merchants in India and 24 million merchants worldwide.

Cashless Spending:-
This debit card enables instant on-line debit to your ICICI Bank account. Every time you swipe
your card at restaurants, shops, petrol pumps, multiplexes, etc., the amount that you have spent
is debited to your account.

Lost Card Protection:-

Card is safer than cash! Feel safe even in the event of losing your card!! All you need to do is to
call our 24-hour Customer Care, and a new card would be issued to you within a week. You
are protected from any financial liability arising from any purchase transaction made on your
lost card.

Countrywide Acceptance:-
Your debit card is accepted at over 1, 16,000 merchant establishments in India i.e. restaurants,
department stores, grocery stores, petrol pumps, etc.

36
 Worldwide Acceptance:-
This debit card gives you access to over 24 million shops and 1 million Visa ATMs all over
the world, giving you the freedom of payment anywhere in the world.

•Travel Card:-
Presenting 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.

 Demat Services:-
ICICI Bank Demat Services boasts of an ever-growing customer base of over 11.5 lacs account
holders. In our continuous endeavor to offer best of the class services to our customers we offer
the following features:

• E-Instructions:
You can transfer securities 24 hours a day, 7 days a week through Internet & Interactive
Voice Response (IVR) at a lower cost. Now with "Speak to transfer", you can also
transfer or pledge instructions through our customer care officer.

• Consolidation Demat Account:

Dematerialize your physical shares in various holding patterns and consolidate all such
scattered holdings into your primary demat account at reduced cost.

• Digitally Signed Statement:

37
 Receive your account statement and bill by email.

• Corporate Benefit Tracking:

Track your dividend, interest, bonus through your account statement.

• Mobile Request:
Access your demat account by sending SMS to enquire about Holdings, Transactions,
Bill & ISIN details.

• Mobile Alerts:
Receive SMS alerts for all debits/credits as well as for any request which cannot be
processed.

 Private Banking:-
The chosen few know that the secret to success in life is living it. To the fullest on your terms.
Then life's luxuries follow naturally at home, at work, at play. Not as an exception, but as the
rule. At ICICI Bank, we believe, it should be the same when it comes to banking. A world where
talented people, synchronized processes and innovative products come together to create
seamless global banking solutions. Solutions that go beyond wealth management. Solutions that
are uniquely tailored to your specific needs.

PUNJAB NATIONAL BANK

Bank has its Corporate Office at New Delhi and 26 Zonal Offices which in turn supervise 45
Regional Offices under which the branches function. The delegation of powers is decentralized up to
the branch level to facilitate quick decision making.

 Savings Fund Account :-

38
 These accounts are designed to help the individuals (personal customers) to inculcate the habit of
saving money and to meet their future requirement of money. The amounts can be
deposited/withdrawn from these accounts by way of cheques/withdrawal slips. It helps the
customers to keep minimum cash at home besides earning interests. Savings Bank accounts are
very popular. These accounts can be opened by eligible person/s and certain
organization/agencies (as approved by the Reserve Bank of India (RBI).

As required by law, while opening this account, we will satisfy ourselves about the identity
including verification of address of a person/s seeking to open an account; to assist in protecting
the prospective customer/s, members of the public and ourselves, against fraud and other misuses
of the banking system.

• The Bank requires a satisfactory introduction of the person/s opening the account by a person
acceptable to the Bank.
• The Bank is required to obtain two recent photographs of the person/s opening the account, as
per R.B.I. directives.
• The Bank is required to obtain Permanent Account Number (PAN) or General Index Register
(GIR) Number or alternatively obtain declaration in Form No.60 or 61 as per the Income Tax Act (vide
Section 139A) from the person/s opening the account.

• The Bank will provide to prospective customers, details of the documents required for
identification of the person/s opening the account, in addition to a satisfactory introduction. Documents
normally accepted are the Current gas/telephone/electricity bill or ration card or voter's identity card or
driving license or passport, etc.

• Cheques, dividend warrants, drawn in the name of account holder/s will only be collected
through this account. Financial instruments endorsed in favour of the account holder/s will not be
collected through savings bank account.

• A Savings Fund account can be opened in the name of individuals, singly or jointly, minors of
the age of 10 years and above or under natural/legal guardianship or by an illiterate/blind person.

 Interest @ 3.5% per annum is payable every half year.

 As many as 50 withdrawals are permitted in a half year.

39
 Account may be transferred from one branch to another branch, free of charge.
 Facility of standing instruction for regular payments like insurance premium, rent, tax etc

Current Accounts:-
Current Accounts can be opened by individuals, partnership firms, private and public limited
companies, HUFs/specified associates, societies, trusts, etc.

 Recurring Deposit Scheme: - EARN LARGE, SAVE SMALL

Features:-

Account can be opened with a minimum monthly deposit of Rs.100/- or its multiples for a period of
6 months to 120 months in multiples of 3 months.

• Interest at term deposit rates is computable on quarterly compounded basis

• The small monthly savings in the Recurring Deposit scheme enable you to accumulate a
handsome amount on maturity.

 Loan Against Future Lease Rentals:-

PNB has introduced a new scheme for property owners having their property situated in Metro,
Urban / Semi Urban centers and who have let out such properties to PSUs, reputed Govt. /Semi-
Govt. corporate, banks, financial institutions, insurance companies and MNCs.

 Finance for Traders:-

Trading activity constitutes an important sector of the economy and trader is a key component of
supply/distribution system. PNB extends credit to the retail and wholesale traders on attractive
terms to meet their requirements of working capital and term loan.

Credit is provided for:-

1 Financing stock in trade, book debts and other assets to be used in the trade.
40
 2 Acquiring book/fixed assets like setting up of show room, ACs, delivery van, etc.

 Exim Finance:-
• Services offered to Exporters
1. Pre-shipment finance in foreign currency and Indian rupees
2. Post-shipment finance in foreign currency and Indian rupees
3. Handling export bills on collection basis

4. Outward remittances for purposes as permitted under Exchange Control guidelines

5. Inward remittances including advance payments
6. Quoting of competitive rates for transactions
7. Maintenance of Exchange Earners Foreign Currency (EEFC) accounts

• Services offered to Importers:

1. Establishment of Import Letters of Credit covering import into India and handling
of bills under Letter of Credit
2. Handling of import bills on collection basis
3. Remittance of advance payment against imports
4. Offering utilization of PCFC ( pre-shipment credit in foreign currency) for
imports
5. Credit reports on overseas suppliers

 Cash Management Services:-

Punjab National Bank had taken a major initiative for managing the funds of Corporate. The
services are essentially meant for pooling your funds spread across the country at a place of your
choice with the least time delay, if not instantaneously in many cases. We shall collect your
receivables from your representative or your business associates at 123 designated centers all
over the country and pool the same at the branch specified by you. The services can be custom
designed to cater to your specific needs.

 Services:

41
  Credit Card:

Keeping with its long tradition of sound banking and innovativeness, PNB has entered the card
business. At a time when new payment systems are becoming popular in the country, PNB has
joined the ranks of banks that are offering card-based banking solutions. PNB International
Credit Card is available in two variants, viz. Gold Card and Classic Card. Our Credit card has
much more than just credit facilities.

 Electronic funds transfer:-

From long time remittance of funds within the banks i.e. from one branch to another was
completed through transfer payment orders, telegraphic transfers or by drafts, which takes
considerable time to reach destination.

To avoid this delay, Punjab National Bank introduced a new system called “The Inter-Bank Electronic
Fund Transfer System" which may be referred as "EFT System" under the guidance of Reserve Bank of
India.

In this system remittance can easily be made from any of the branches of participating Bank at
designated centre to any other branch of the same or any other participating bank at the same or any
other designated centre which would facilitate remittance to reach destination on the very next working
day itself through the system of computer and communication network. This scheme is currently
operational in Metros only; other centers will be added shortly. Limit for individual transactions has
been increased from current limit of Rs. 5 lac to Rs. 2 crores.

 CENTRALISED BANKING SOLUTION(CBS):-

PNB now brings to you Centralized Banking Solution (CBS). An inter-branch networking and
data sharing platform which makes 'Anytime Anywhere ' banking a reality. With over 2526 CBS
Outlets of Bank, the status of customers is changing from 'Customer of the branch' to "Customer

42
 of the bank"

 Tele - Banking Services:-

PNB has introduced free telebanking / fax banking facility, which provides you the following
facilities:

• Balance enquiry
• Last five transactions
• Statement of Account through fax machine (up to 45 transactions)

 ON LINE SECURITIES TRADING FACILITY:-

On line Securities Trading facility was launched on Wednesday, November 22, 2006.This facility
is being offered in a strategic alliance with IDBI Capital Market Services Ltd. (IDBI Capital) to
customers. This facility is made available seamlessly wherein the customers himself can trade on
line without intervention of Bank and/or IDBI Capital Market Services. Customers can approach
Bank branches (as per list below) for availing three-in-one account facility from any of the
Bank’s authorized branches under which a deposit account, a demat account and a trading account
will be opened at one stop.

Those who already have deposit and demat accounts with the Bank shall be required to open a
Trading account which will be facilitated by PNB’s authorized branch itself on behalf of IDBI
Capital Market Services. At the outset Bank has launched this facility in 25 branches of Delhi &
Mumbai. Soon this facility will be available at 50 odd centers, PAN India. Demat a/c can be
opened through 110 odd branches spread over the country, authorized for Depository Business.
More details about Online Security trading facility are available by clicking on the icon of Online
Security trading facility.

43
CHAPTER-2

LITERATURE

REVIEW
44
 LITERATURE REVIEW

* Paper submitted to the International Conference on "Business & Finance" to be held

during 15-16, December 2003 at ICF AI Business School, Hyderabad.

The economic reforms in India started in early nineties, but their outcome is visible now. Major changes
took place in the functioning of Banks in India only after liberalization. Due to reforms in the 1990s, the
depth and width of financial system in India has improved. Though role of banks as financial
intermediaries has reduced gradually, market share of banks continues to remain the largest in the
financial market (CRIS INFAC Banking Annual Review: August, 2002). Increased competition, new
information technologies and thereby declining processing costs, the erosion of product and geographic
boundaries, and less restrictive governmental regulations have all played a major role for Public Sector
Banks in India to forcefully compete with Private and Foreign Banks.

For the last five years, several agencies in India started comparing the working of Industries, B-Schools,
Banks, etc. on their performance over the past, through surveys. This, some times gives a feel that
pushing a person into waters that has not learnt about swimming and asking him to compete with other
professional racers. Keeping this point in mind, the authors have taken the survey results on banks over a
period of time and compared Indian Public Sector Banks among themselves as a closed model and later
with other banks as an open model using various Statistical Techniques like Cluster Analysis.

This article deals with clustering the banks during the period of study and then finding out the common
45
features of these clusters. The research also focuses on the factors that made the banks moving from
one cluster to another.

CHAPTER – 3

RESEARCH

METHODOLOGY
46
 OBJECTIVE OF STUDY

Objectives of the Projected Study “Banking services of private and public banks” are:

1 To study the major services offered by the public and private banks.

2 To compare the services offered by private banks and public banks.

3 To study the customer preferences.

4 To study the customer satisfaction level.

RESEARCH METHODOLOGY

This report is based on primary as well secondary data, however primary data collection was given more
importance since it is overhearing factor in attitude studies. One of the most important users of research
methodology is that it helps in identifying the problem, collecting, analyzing the required information data and
providing an alternative solution to the problem .It also helps in collecting the vital information that is required
by the top management to assist them for the better decision making both day to day decision and critical ones.

RESEARCH DESIGN:-
47
The research design has been divided in the following three parts:

SELECTION OF RESPONDENT:-
The recent study is limited to the Punjab (Patiala, Chandigarh, Mohali,). As far as the customers are concerned
“simple random sampling” has been adopted for the selection of primary units. To select the ultimate unit i.e.
customers of different banks, I was interested in adopting a “systematic sampling technique”.
However when this technique was adopted the customer from whom I sought to elicit information, flatly
refused to oblige for the reasons best known to them.

Four banks namely: SBI, ICICI, PNB and HDFC banks were selected. Then from each bank 25 customer were
selected for interview. Thus study is confined to 100 customers in total.

DATA COLLECTION:-

• Primary Data:-
Survey method has been used for collection of primary data. To collect the primary information,
questionnaire was framed. The respondent was personally interviewed to collect the exact
information.

• Secondary Data:-
Secondary data about the brief history and how the various banks came into existence and about
their growth was collected from the respective bank websites of each different bank. Also
brochures, feedback forms were helpful in preparing the questionnaire.

ANALYSIS OF DATA:-
The data collection has been properly classified and arranged in tables and graphs. To analyze the tabulated data
various techniques have been used.

AVERAGE AND PERCENTAGE:-

Average and percentage have been used more frequently throughout the study. Mainly, simply mean is applied
according to its suitability. Percentages change in the variable over the figures of previous years.
48
 SCOPE OF STUDY

While satisfaction and loyalty in regards to physical goods and some services have been studied to a great
extent in marketing and information system research, there is little research on these factors with respect to
banking services. Furthermore, there is no standard measure for satisfaction with these services. Thus, the study
covers – how do customers perceive different services provided to them by banks, what are the preferences and
expectations.

NEED OF THE STUDY

Banking is the emerging and growing sector of Indian economy; it is also reflected by the interest shown by
foreign investors in the Indian banks. The industry environment is also changing very rapidly, consumers are
becoming more aware and more demanding and banks are coming up with innovative services. In the light of
this the role of bank marketing is changing and becoming more of a core operation; infact some say banks of
future will have to be marketing organizations essentially. So this project is an attempt to understand the
dynamic of banking industry, to analyse the services and the expectations of customers from their banks.

49
 LIMITATION

All research work has to be carried under some constraint. The endeavor here is to keep the scope of the project
as wide as possible but there will be some constraint that might narrow down the scope.

 Small Sample size i.e. 100 customers. 25 customers from each bank.

 Research work was carried out in Punjab (Patiala, Chandigarh, and MOHALI) only. So the findings may
not be applicable to the others parts of the country.

 The sample was collected using convenient sampling. As the result may not give an exact representation
of the customers.

 Paucity of time could not allow a detailed study and thus the vast information is not included in the
project.

 The customers did not give true and fair information about their accounts and their satisfaction level
regarding their banking system. Therefore, the result of the research is not cent percent accurate.

50
CHAPTER – 4

ANALYSIS

&
51
 INTERPRETATION

Q1. Do you have a bank account?

a) Yes
b) No

Yes 100
No 0

0%

YES
NO

100%

52
Interpretation:
This pie chart shows that 100% people are having accounts in bank. This question was kept as a sieve to
exclude people who were not the target group of survey

Q2. If yes, in which bank do you have an account?

a) Public sector
b) Private sector
c) Both

53
 If yesthaninwhichbankdoyouhaveanaccount?

both
8%

publicsector
private
52%
40%

Interpretation:
This pie chart show that 52% people are having account in public bank, 40 % are having account in private
banks and rest 8% is having account in both the banks.

Q3. Specify the bank mainly you deal with?

a) HDFC
b) ICICI
c) SBI
d) PNB

54
 10%

30%

HDFC
25% SBI
ICICI
PNB

35%

Interpretation:
It shows that most of the people prefer public sector bank because of no hesitation on cheque clearing case and
provide loan against property with in few days. People prefer SBI Bank 35% and HDFC Bank cover 30% and
ICICI Bank cover 25% and PNB Bank cover only 10%

Q4. Your relationship with the bank

a) Saving account
b) Fixed account
c) Current account
d) Loan account

55
 Saving A/c Fixed A/c Current A/c Loan A/c Any other
48 28 20 4 0

Y O U R R E L A T IO N S H IP W IT H T H E B A N K ?
4% 0%

20%

S a v ing A / c
F ix e d A / c
48%
C ur r e n t A / c
L oan A / c
A ny o t he r

28%

Interpretation:-
It shows that 48% Customer prefers to have saving accounts, 28% fixed accounts, 20% current accounts, 4%
loan and 0% any other type of accounts.

Q5. Kindly specify the reasons for preferring the above mentioned bank/s?
a) nearness
b) quality
c) high interest earnings
d) security
e) goodwill
56
 f) speedy services

K indly spe cify the re asons for pre fe ring the abov e me ntione d banks?

S P E E DY S E RV ICE Q UA LITY
17% 14%

NE A RNE S S
GO O DW ILL
19%
17%

S E CURITY
8% HIG H INTE RE S T
E A RNING
25%

Interpretation:
People have different reasons behind their choice of accounts in different bank such as for 25% it is high
interest rates, for 8% it insecurity, for 14% it is quality, for17%it is goodwill, for 17% it is speedy services .

Q6. Do you feel satisfied with the services provided by your bank?
a) Yes
b) No

57
 D O Y O U FE E L S AT IS FIE D WIT H T H E S E R VIC E S P R O VID E D
B Y Y O U R B AN K ?

4%

Y ES
NO

96%

Interpretation:
According to the pie diagram me we can see that about 96%of the customers are satisfied and rest of 4% are not
satisfied because of their cheque clearing case.

Q7. While depositing/withdrawal a small amount what is the behavior of the staff?

a) Polite
b) Irritating
c) Indifferent

58
 RANKING OF BEHAVIOR OF BANK STAFF

20%

POLITE
52% IRRITATING
INDIFFERENT
28%

Interpretation:
In this pie chart about 52%of customers feel that the employees of the bank are polite, 28% of the customers
feel that employees are irritating and 20%of them feel that employees are indifferent. Out of them mostly
unsatisfied customers were from public banks.

Q8. From where do you get the information about services provided by the bank?
a) Newspaper
b) Magazines
c) Friends
d) Relatives
e) Neighbors

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 f) Bank employees

FR OM WERE DO YOU GET THE INFORMATION

ABOUT THE SERVICES PROVIDED BY THE
BANK

BANK NEW SPAPER NEW SPAPER

EMPLOYEES 21% MAGAZINES
33% FRIENDS
MAGAZINES
NEIGHBOURS RELATIVES
14%
4% NEIGHBOURS
FRIENDS
RELATIVES BANK EMPLOYEES
20%
8%

Interpretation:
In this pie diagram we can clearly see that about 33% of information to the customers is provided by the bank
employees, 21% & 20% of the information is provided by the newspapers and friends respectively carried on by
4%neighbors, 8% relatives, and 14% magzines.

Q9. What do you think is the best way to provide you the information regarding the
services to be offered by a particular bank?

a) Telephones
b) Pamphlets
c) Advertisements
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 d) Exhibition
e) Print media
f) By post
g) Any other(please specify)

ACCORDING TO YOY WHICH IS THE BEST WAY

OF PROVIDING THE INFORMATION REGARDING
THE SERVICES OFFERED BY A PARTICULAR
BANK?
Any
other(please
specify) Telephones
0%
Pamphlets
By post Telephones
5% 10%
Advertisements
Print media Pamphlets
30% 5% Exhibition

Exhibition Print media

5% Advertisements
45% By post

Any other(please
specify)

Interpretation:
According to the pie diagram we can say that the best way is advertisements (45%), 30% print media.

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 CHAPTER – 6

COMPARISON
AND
FINDINGS

COMPARISON AND FINDINGS

Difference between the services provided by private and public banks:

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 Retail Banking:
The basic services which include retail banking that is provisional for the saving accounts, current
accounts and fix accounts; although are being provided by both public and private banks have made
retail banking more attractive, first of all high rate of return and certain other prevledeges to its esteemed
customers.

 Locker Facility:
This facility is also given by both category banks, but again in this case the private banks are again a
step ahead of the public banks.

 Extended Banking Hours:

Most of the private banks have extended banking hours from 8:00 am to 8:00 pm. This is unlike in the
case of public banks that have very bankish hours.

 Home Banking:
The private banks like ICICI and HDFC provide free home services in which they send one of their
representatives to personally go and open the accounts of interested customers free of cost.

 Free Photograph:
There is another services provided by the private bank i.e. at the time of opening a account customer’s
photo is clicked there it self.

 Speedy And Active Transactions:

Due to high technology and efficient staff in private banks, the transactions are speedy and fast.

BIBLIOGRAPHY

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WEBSITES:-

• WWW.SBI.COM

• WWW.MONEYCONTROL.COM

• WWW.ONLINERESEARCHONLINE.COM

OTHERS:-

• NEWS PAPERS

• OUTLOOK MONEY

• TELEVISION CHANNEL (CNBC AAWAJ)

• FACT SHEET AND STATEMENT

QUESTIONNAIRE

64
PERSONAL INFORMATION:

Name: ________________________________________________

Age: ______________________

Sex: _______________________

Profession: _______________________________________________

Marital status: _________________

If married, what is the size of your family? _______________________

Income pm: ____________________________

Do you keep credit card/debit card: ___________

If yes, how many & of which bank: _______________

Q1. Do you have a bank account?

65
 a) Yes
b) No

Q2. If yes, in which bank do you have an account?

a) Public sector
b) Private sector
c) Both

Q3. Specify the bank mainly you deal with?

a) HDFC
b) ICICI
c) PNB
d) SBI

Q4. Kindly specify the reasons for preferring the above mentioned bank/s?

a) Nearness
b) Quality
c) High interest earnings
d) Security
e) Goodwill
f) Speedy services

Q5. Your relationship with the bank:

66
 a) saving account
b) fixed account
c) current account
d) loan account
e) any other please specify:

Q6. Do you feel satisfied with the services provided by your bank?

a) Yes
b) No

Q7. While depositing/withdrawal a small amount what is the behavior of the staff?

a) Polite
b) Irritating
c) Indifferent

Q8. From where do you get the information about services provided by the bank?

a) Newspaper
b) Magazines
c) Friends
d) Relatives
e) Neighbors
f) Bank employees

Q9. What do you think is the best way to provide you the information regarding the services
to be offered by a particular bank?
67
a) Telephones
b) Pamphlets
c) Advertisements
d) Exhibition
e) Print media
f) By post
g) Any other(please specify)

68