Presentation on Summer Training Project

Customers Complaint Pertaining to Baroda Connect

&
ATM Debit Card

Presented By:
Mohd.Arish
40118
Content
 Objective of the Study
 Introduction of the Company
 Data Collection
 Research Methodology
 Material Customer Satisfaction Level
 Abstract Customer Satisfaction Level (ACS)
 Factors affecting choice of ATM
 Findings & Suggestions
 Conclusion
OBJECTIVE OF THE STUDY
Identify the risks and risk management practices associated with e-banking
activities. Provide standardized guidance to examiners on e-banking reviews.
This study has been developed for those of you who are keen to acquire
some basic but key information about Banking industry as an initial step
towards becoming a more informed individual. I hope this module will act as a
means of satisfying some of your initial queries on this industry.
 
 The paper aims to examine the scenario of ATM in banks. In this broader
framework, an attempt is made to achieve the following specific objectives:
 To analyze the present ATM facilities
 To examine the factors affecting the choice of ATM.
 To examine the impact of ATM on customer satisfaction by appraising the
problems faced by the customers.
COMPANY PROFILE
 Maharajah of Baroda Sir Saya Ji Rao Gaekwad III founded the bank on
July 20, 1908 in the princely state of Baroda, in Gujarat.
 The bank has been growing and expanding its branches successfully. At the
turn of a century.
 The bank, along with 13 other major commercial banks of India, was
nationalized on 19 July 1969, by the Government of India.
 The bank has its presence in 25 countries across the world.
 Bank of Baroda is the 3rd largest bank in India, after State Bank of India
and Punjab National Bank and ahead of ICICI Bank.
 BOB has total assets in excess of Rs. 2.27 lakh crores, or Rs. 2,274 billion, a
network of over 3000 branches and offices, and about 1100+ ATMs.
MISSION OF BOB
INTERNATIONAL PRESENCES
In its international expansion Bank of Baroda followed the Indian diaspora, and
especially that of the Gujaratis. It has significant international presence with a
network of 72 offices in 25 countries, six subsidiaries, and four representative
offices.
Among Bank of Baroda’s 42 overseas branches are ones in the world’s
major financial centers i.e. New York, London, Dubai, Hong Kong (which it
has upgraded recently), Brussels and Singapore, as well as a number in other
countries. The bank is engaged in retail banking via 17 branches of subsidiaries
in Botswana, Guyana, Kenya, Tanzania, and Uganda. Bank of Baroda also has a
joint-venture bank in Zambia with nine branches. Bank of Baroda maintains
representative offices in Malaysia, China, Thailand, and Australia. It plans to
upgrade its offices in China and Malaysia shortly to a branch and joint-venture,
respectively.
DATA COLLECTION
Primary data has been collected through customers in the Branch

“Impact of ATM on customer satisfaction” focus that customer satisfaction is one

of the major factors measuring the performance of the banks. This paper examines
the customer satisfaction level under study with special reference to problems faced,
responses about the fee charged and post purchase behavior of the consumers after
using ATM. The paper also examines the relationship between various ATM
facilities, factors affecting the choice of ATM and its interplay with customer
satisfaction. 

The customer satisfaction level has been analyzed in two terms i.e. material
customer satisfaction (MCS) level and abstract customer satisfaction (ACS) level.
Customer satisfaction in material sense denotes the aggregate position of the banks
in terms of fee charged, frequency with which problems are faced and post purchase
behavior of the customers. In abstract sense, customer satisfaction level denotes the
position of the banks in terms of post purchase behavior, the efficiency of facilities
RESEARCH METHODOLOGY

The present study is of analytical and exploratory nature. Accordingly, the use
has been made of primary as well as secondary data. The secondary data have
been collected mainly from RBI monthly bulletins, Financial Express political
weekly, various newspapers and other literature available in the field. To know
the problems of ATM structured questionnaires have been used to collect the
data from customers using ATM services.
MATERIAL CONSUMER SATISFACTION
LEVEL
Material customer satisfaction level has been examined on the basis of three
variables i.e. reasonability of the fee charged, frequency with which problems
are faced and the post purchase behavior of the customers.

1. Fees Charged
2. Problem Faced
3. Post Purchase Behavior
Abstract Customer Satisfaction Level
(ACS)
Abstract customer satisfaction level has been examined through the deep study
of the various parameters of customer satisfaction. Three parameters have been
chosen for this purpose i.e. factors affecting choice of ATM, the purpose for
which ATM is often used and the problems faced while using ATM.

Factors affecting choice of ATM

While choosing ATM of a particular bank customer takes care of some things.
They are known as factors affecting the choice of ATM.
FINDINGS & SUGGESTIONS
During My Training I observed several problem being faced by ATM Card
holders and other customers of the Bank. Which can be Categorized as below:
 The customer has lost the card but due to ignorance has failed to get it
blocked. Hence in certain cases the lost card was used by unscrupulous
person for purchasing Petrol etc.
 In very many- many cases while using the ATM card. The transaction took
place without dispensing the money. 
 Quite often the card entangles in ATM machine and the customer gets
neither money nor the card.
Moreover the Branch Issues the ATM cards promptly and intimate the
customers on their mobile, but in very many-many cases customers fail to turn
up and collect their cards. Which creates the big problem for the Bank to store
and maintain their methodical itinerary.
Further I observed that because of acute dearth of staff in the Bank. The
above mention problems are not being attended swiftly. One staff/ officer is
essentially required to handle the said problems, which the Bank is unable to
afford presently.
CONCLUSION
Everyone is aware that in the present social milieu more & more people are
using and becoming dependent on technology.

While recapitulating my project which is based on technology related to

banking’s Net-Technology i.e. ATM & Internet banking. It is observed that
there are very many advantages & something few disadvantage also, which
may be phased out with coming developments.

As far as advantages are concerned customers using ATM & Net-Banking are
getting fast & superior services. Which saves their time & energy.
Simultaneously cases of fraud & phising e-mails are some disadvantages which
hopefully may be countered in future.
10 TIPS TO SAFE ONLINE BANKING

 Secrecy of confidential data, like user ID/Password.

 Avoid accessing Net banking from cyber cafes.
 Files download be done only from trusted sites.
 Ensure to log off after use, not just close the browser.
 Open only legitimate websites, e-mails,and attachments.
 Never disclose personal information like use ID or password in e-mails
 Last login and all transactions be checked regularly.
 Install latest Internet security suite, and keep it updated
 Never try to open the unknown e-mails.
 Ensure properly log off the system after use.
THANK YOU