A Project Report On Customer

perception about services provided by

Canara Bank, Thane.
Submitted to

University of Mumbai

In Partial fulfillment
Of the requirement of
The Degree of
“Bachelor of Management
Studies”

Under the guidance of

Prof. Ambujam

Submitted By:-

Anmol A. Bansode

Customer perception about services provide by Canara bank Page 1

 Declaration
I am Anmol Bansode declare that this
dissertation submitted in partial fulfillment require of BMS
to Institute of management and computer studies is my
origin of work and has not been submitted for award of any
other degree for title or prizes.

As required by the university rules, I state that

the work presented in this is original in nature and to the
best my knowledge, has not been submitted so far to any
other university.

Whenever refrences have been made to the

work of others, it is clearly indicated in the sources of
information in refrences.

(Anmol A. Bansode)

Place: - Thane

Date:-

Customer perception about services provide by Canara bank Page 2

 Acknowledgement

In completing this project i am deeply conscious

of my debt to all those, without whose warn support,
enragement & guidance this project was not possible to
complete. I am especially grateful to Prof. Ambujam.
My guide to this project, he actually gave the life to this and
guidance of my parents & friends this project took shape.
They also provided me much needed criticism &
encouragement.

I am deeply indebted to my faculty members to.

Prof. Ambujam, who really inspired, guided and blessed
me to take up this project.

(Anmol A. Bansode)

Customer perception about services provide by Canara bank Page 3

 PREFACE
For management student theoretical knowledge as
well as practical orientation expose on self to experience,
one can again be mastering it is best possible time.

BMS curriculum has finding Turned in such way

that students not apply the triticale but also gain it is in
practical sense. Thus objective can be attended thought
application of theory tolls concept & techniques of
management.
Balanced, theoretical & practical knowledge are
essential for every student is conceived in such a way so as
to facilities practical purpose.
To procure objective the research under to the
project “A Project Report On Retail banking of Canara Bank”.

Secondary data were collected from websites and

journals of Canara Bank.

Researcher has tried to satisfy the topic of report

by help of facts & findings.

Customer perception about services provide by Canara bank Page 4

 SR. INDEX P.G.
no. NO.
1 Introduction of banking industry 6-10

• History of Banking in India

• India Banking industry
2 Scope of Study 11-38

• Banking in India
• Facts of banking in India
• Public Sector & Private Sector Banks
• Profile Of Canara Bank
• History Of Canara Bank
• Canara Bank Product / Services
• Financial Statement Of Canra Bank
• Objective Of Study
3 Research Methodologies 39-50

• Objective Of Research
• Descriptive Research
• Data Analysis
• SWOT Analysis
4 Findings , suggestions, limitations & conclusion 51-54

5 Appendix 55-57

6 Bibliography 58-59

CONTENT

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Customer perception about services provide by Canara bank Page 6
 Chapter 1
Introduction

HISTORY OF BANKING IN
INDIA
Without a sound and effective banking system in India it cannot have a healthy
economy. The banking system of India should not only be hassle free but it should be able
to meet new challenges posed by the technology and any other external and internal
factors.

For the past three decades India's banking system has several outstanding
achievements to its credit. The most striking is its extensive reach. It is no longer confined
to only metropolitans or cosmopolitans in India. In fact, Indian banking system has
reached even to the remote corners of the country. This is one of the main reasons of
India's growth process.

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 The government's regular policy for Indian bank since 1969 has paid rich
dividends with the nationalization of 14 major private banks of India.

Not long ago, an account holder had to wait for hours at the bank counters for
getting a draft or for withdrawing his own money. Today, he has a choice. Gone are days
when the most
Efficient bank transferred money from one branch to other in two days. Now it is simple
as
Instant messaging or dial a pizza. Money has become the order of the day.

The first bank in India, though conservative, was established in 1786. From 1786
till today, the journey of Indian Banking System can be segregated into three distinct
phases. They areas mentioned below:-
• Early phase from 1786 to 1969 of Indian Banks.

• Nationalization of Indian Banks and up to 1991 prior to Indian banking sector

Reforms.

• New phase of Indian Banking System with the advent of Indian Financial &
Banking
Sector Reforms after 1991.

To make this write-up more explanatory, I prefix the scenario as Phase I, Phase II
and Phase III.

Phase I

The General Bank of India was set up in the year 1786. Next came Bank of
Hindustan and Bengal Bank. The East India Company established Bank of Bengal (1809),
Bank of Bombay (1840) and Bank of Madras (1843) as independent units and called it
Presidency Banks.

These three banks were amalgamated in 1920 and Imperial Bank of India was
established which started as private shareholders banks, mostly Europeans shareholders.

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 In 1865 Allahabad Bank was established and first time exclusively by Indians,
Punjab
National Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and
1913,
Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank, and
Bank
of Mysore were set up. Reserve Bank of India came in 1935.

During the first phase the growth was very slow and banks also experienced
periodic failures between 1913 and 1948. There were approximately 1100 banks, mostly
small. To streamline the functioning and activities of commercial banks, the Government
of India came up with The Banking Companies Act, 1949 which was later changed to
Banking Regulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965). Reserve
Bank of India was vested with
extensive powers for the supervision of banking in India as the Central Banking Authority.

During those day’s public has lesser confidence in the banks. As an aftermath
deposit
mobilization was slow. Abreast of it the savings bank facility provided by the Postal
department was comparatively safer. Moreover, funds were largely given to traders.

Phase II

Government took major steps in this Indian Banking Sector Reform after
independence.
In 1955, it nationalized Imperial Bank of India with extensive banking facilities on a large
scale
especially in rural and semi-urban areas. It formed State Bank of India to act as the
principal
agent of RBI and to handle banking transactions of the Union and State Governments all
over
the country.

Seven banks forming subsidiary of State Bank of India was nationalized in 1960
on 19th July,1969, major process of nationalization was carried out. It was the effort of the
then Prime
Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the country was
nationalized.

Second phase of nationalization Indian Banking Sector Reform was carried out in
1980 with seven more banks. This step brought 80% of the banking segment in India
under Government ownership.

The following are the steps taken by the Government of India to Regulate Banking
Institutions in the Country:-

1949: Enactment of Banking Regulation Act.

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1955: Nationalization of State Bank of India.

1959: Nationalization of SBI subsidiaries.

1961: Insurance cover extended to deposits.

1969: Nationalization of 14 major banks.

1971: Creation of credit guarantee corporation.

1975: Creation of regional rural banks.

1980: Nationalization of seven banks with deposits over 200 crore.

After the nationalization of banks, the branches of the public sector bank India rose
to
approximately 800% in deposits and advances took a huge jump by 11,000%.

Banking in the sunshine of Government ownership gave the public implicit faith
and immense confidence about the sustainability of these institutions.

Phase III

This phase has introduced many more products and facilities in the banking sector
in its
reforms measure. In 1991, under the chairmanship of M Narasimham, a committee was set
up
by his name which worked for the liberalization of banking practices.

The country is flooded with foreign banks and their ATM stations. Efforts are
being put to give a satisfactory service to customers. Phone banking and net banking is
introduced. The
entire system became more convenient and swift. Time is given more importance than
money.

The financial system of India has shown a great deal of resilience. It is sheltered
from any crisis triggered by any external macroeconomics shock as other East Asian
Countries
suffered. This is all due to a flexible exchange rate regime, the foreign reserves are high,
the
capital account is not yet fully convertible, and banks and their customers have limited
foreign exchange exposure.

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 INDIAN BANKING INDUSTRY
The Indian banking market is growing at an astonishing rate, with Assets expected
to reach US$1 trillion by 2010. An expanding economy, middle class, and technological
Innovations are all contributing to this growth.

The country’s middle class accounts for over 320 million People. In correlation
with the
growth of the economy, rising income levels, increased standard of living, and
affordability of
banking products are promising factors for continued expansion.

The Indian banking market is growing at an astonishing rate, with Assets expected
to reach US$1 trillion by 2010. An expanding economy, middle class, and technological
innovations are all contributing to this growth.

The Indian banking Industry is in the middle of an IT revolution, Focusing on the

expansion of retail and rural banking. Players are becoming increasingly customer -
centric in their approach, which has resulted in innovative methods of offering new
banking
products and services. Banks are now realizing the importance of being a big player
and are beginning to focus their attention on mergers and acquisitions to take advantage
of economies of scale and/or comply with Basel II regulation.

“Indian banking industry assets are expected to reach US$1 trillion by 2010 and
are poised to receive a greater infusion of foreign capital,” says Prathima Rajan, analyst in
Celent's banking group and author of the report. “The banking industry should focus on
having a small number of large players that can compete globally rather than having a
large number of fragmented players."

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 Chapter 2
Scope of study

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 BANKS IN INDIA
In India the banks are being segregated in different groups. Each group has their
own benefits and limitations in operating in India. Each has their own dedicated target
market. Few of them only work in rural sector while others in both rural as well as urban.
Many even are only catering in cities. Some are of Indian origin and some are foreign
players.

All these details and many more is discussed over here. The banks and its relation
with the customers, their mode of operation, the names of banks under different groups
and other such useful information’s are talked about.

One more section has been taken note of is the upcoming foreign banks in India.
The RBI has shown certain interest to involve more of foreign banks than the existing one
recently. This step has paved a way for few more foreign banks to start business in India.

The banking section will navigate through all the aspects of the Banking System in
India. It will discuss upon the matters with the birth of the banking concept in the country
to new players adding their names in the industry in coming few years.

The banker of all banks, Reserve Bank of India (RBI), the Indian Banks
Association (IBA) and top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc. has been
well defined under three separate heads with one page dedicated to each bank.

However, in the introduction part of the entire banking cosmos, the past has been
well
explained under three different heads namely:

• History of Banking in India

• Nationalization of Banks in India

• Scheduled Commercial Banks in India

The first deals with the history part since the dawn of banking system in India.
Government took major step in the 1969 to put the banking sector into systems and it
nationalized 14 private banks in the mentioned year. This has been elaborated in
Nationalization Banks in India. The last but not the least explains about the scheduled and
unscheduled banks in India. Section 42 (6) (a) of RBI Act 1934 lays down the condition of
scheduled commercial banks.

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 Major Banks in India

ABN-AMRO Bank Indian Overseas Bank

Abu Dhabi Commercial Bank IndusInd Bank
American Express Bank ING Vysya Bank
Andhra Bank Jammu & Kashmir Bank
Allahabad Bank JPMorgan Chase Bank
Bank of Baroda Karnataka Bank
Bank of India Karur Vysya Bank
Bank of Maharashtra Laxmi Vilas Bank
Bank of Punjab Oriental Bank of Commerce
Bank of Rajasthan Punjab National Bank
Bank of Ceylon Punjab & Sind Bank
BNP Paribas Bank Scotia Bank
Canara Bank South Indian Bank
Catholic Syrian Bank Standard Chartered Bank
Central Bank of India State Bank of India (SBI)
Centurion Bank State Bank of Bikaner & Jaipur
China Trust Commercial Bank State Bank of Hyderabad
Citi Bank State Bank of Indore
City Union Bank State Bank of Mysore
Corporation Bank State Bank of Saurastra
Dena Bank State Bank of Travancore
Deutsche Bank Syndicate Bank
Development Credit Bank Taib Bank
Dhanalakshmi Bank UCO Bank
Federal Bank Union Bank of India
HDFC Bank United Bank of India
HSBC ICICI Bank United Bank Of India
IDBI Bank United Western Bank
Indian Bank UTI Bank

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 Punchlines of Some Banks

BANKS PUNCHLINES
“Service to grow, grow to service”
CANARA BANK
INDIAN BANK “Poised for higher growth”
SBI BANK “With you- all the way”
HDFC BANK “We understand your world”
HSBC BANK “The world’s local bank”
INDIAN OVERSEAS BANK “Good people to grow with”
DENA BANK “The trusted family bank”
CANARABANK “May I help you”
VIJAYA BANK “A friend you can bank with”
FEDERAL BANK “Your perfect banking partner”
IDBI “Plan ahead. Get ahead”
ORIENTAL BANK OF “Where every individual is committed”
COMMERCE
DHFL “The friendly housing loan
people”

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 Fact Files of Banks in India
The first, the oldest, the largest, the biggest, get all such types of information’s
about Banking in India in this section.

The first bank in India to be given an ISO Certification. Canara Bank

The first bank in Northern India to get ISO 9002 certification Punjab and Sind Bank
for their selected branches.

The first Indian bank to have been started solely with Indian Punjab National Bank
Capital.

The first among the private sector banks in Kerala to become a South Indian Bank
scheduled bank in 1946 under the RBI Act.

India's oldest, largest and most successful commercial bank, State Bank of India
offering the widest possible range of domestic, international
and NRI products and services, through its vast network in
India and overseas.

India's second largest private sector bank and is now the The Federal Bank
largest. Limited
Scheduled commercial bank in India.

Bank which started as private shareholders banks, mostly Imperial Bank of

Europeans shareholders. India

The first Indian bank to open a branch outside India in London Bank of India, founded
in 1946 and the first to open a branch in continental Europe at in 1906 in Mumbai
Paris in 1974.

The oldest Public Sector Bank in India having branches all Allahabad Bank
over India and serving the customers for the last 132 years.

The first Indian commercial bank which was wholly owned Central Bank of India
and managed by Indians.

Bank of India was founded in 1906 in Mumbai. It became the first Indian bank to
open a branch outside India in London in 1946 and the first to open a branch in continental
Europe at Paris in 1974.

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 PUBLIC SECTOR BANKS
Among the Public Sector Banks in India, United Bank of India is one of the 14
major
banks, which were nationalized on July 19, 1969. Its predecessor, in the Public Sector
Banks,
the United Bank of India Ltd., was formed in 1950 with the amalgamation of four banks
viz.
Camilla Banking Corporation Ltd. (1914), Bengal Central Bank Ltd. (1918), Camilla
Union
Bank Ltd. (1922) and Hooghly Bank Ltd.(1932).
Oriental Bank of Commerce (OBC), Government of India Undertaking offers
Domestic, NRI and Commercial banking services. OBC is implementing a GRAMEEN
PROJECT in Dehradun District (UP) and Hanumangarh District (Rajasthan) disbursing
small loans. This Public Sector Bank India has implemented 14 point action plan for
strengthening of credit delivery to women and has designated 5 branches as specialized
branches for women entrepreneurs.
The following are the list of Public Sector Banks in India
• Allahabad Bank
• Andhra Bank
• Bank of Baroda
• Bank of India
• Bank of Maharashtra
• Canara Bank
• Central Bank of India
• Corporation Bank
• Dena Bank
• Indian Bank
• Indian Overseas Bank
• Oriental Bank of Commerce
• Punjab & Sind Bank
• Punjab National Bank
• Syndicate Bank
• UCO Bank
• Union Bank of India
• United Bank of India
• Vijaya Bank
List of State Bank of India and its subsidiary, a Public
Sector Banks
1. State Bank of India
o State Bank of Bikaner & Jaipur
o State Bank of Hyderabad
o State Bank of Indore
o State Bank of Mysore
o State Bank of Saurastra

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 o State Bank of Travancore

PRIVATE SECTOR BANKS

Private banking in India was practiced since the beginning of banking system in
India. The first private bank in India to be set up in Private Sector Banks in India was
IndusInd Bank. It is one of the fastest growing Bank Private Sector Banks in India. IDBI
ranks the tenth largest development bank in the world as Private Banks in India and has
promoted world class institutions in India.

The first Private Bank in India to receive an in principle approval from the Reserve
Bank of India was Housing Development Finance Corporation Limited, to set up a bank in
the private sector banks in India as part of the RBI's liberalization of the Indian Banking
Industry. It was incorporated in August 1994 as HDFC Bank Limited with registered
office in Mumbai and commenced operations as Scheduled Commercial Bank in January
1995.

ING Vysya, yet another Private Bank of India was incorporated in the year 1930.
Bangalore has a pride of place for having the first branch inception in the year 1934. With
successive years of patronage and constantly setting new standards in banking, ING Vysya
Bank has many credits to its account.

List of Private Banks in India

• Bank of Punjab
• Bank of Rajasthan
• Catholic Syrian Bank
• Centurion Bank
• City Union Bank
• Dhanalakshmi Bank
• Development Credit Bank
• Federal Bank
• HDFC Bank
• ICICI Bank
• IDBI Bank
• IndusInd Bank
• ING Vysya Bank
• Jammu & Kashmir Bank
• Karnataka Bank
• Karur Vysya Bank
• Laxmi Vilas Bank
• South Indian Bank
• United Western Bank

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 PROFILE OF CANARA BANK

Type Public (BSE: 532483, NSE: CANBK)

Industry Banking
Financial services

Founded Canara Bank Hindu Permanent Fund (1906)

Canara Bank Ltd (1910)
Canara Bank (1969)

Headquarters Bangalore, India

Key people A. C. Mahajan, (Chairman & MD)

Jagdish Pai K L , (Executive Director)

Products Investment Banking

Consumer Banking
Commercial Banking
Retail Banking
Private Banking
Asset Management
Pensions
Mortgage
Credit Cards
Employees 47,389 (2004–05)

Website Canarabank.com

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 History of Canara Bank

Canara Bank is a major financial service. It was established in India in

1906, which makes it among the older Indian banks. As on 2009 November, the bank had
a network of 2861 branches, spread across India and other countries. Its head office is
located in Bangalore, India. The bank also has international presence in several centers,
including London, Hong Kong, Moscow, Shanghai, Doha, and Dubai. In terms of business
it is one of the largest nationalized commercial banks in India, with a total business of
about Rs.2 trillion. The late Sri. Ammembal Subba Rao Pai, a philanthropist, established
the Canara Bank Hindu Permanent Fund in Mangalore, India, on 1 July 1906. The bank
changed its name to Canara Bank Limited in 1910 when it incorporated.
In 1958, the Reserve Bank of India ordered Canara Bank to acquire G.
Raghumathmul Bank, in Hyderabad. This bank had been established in 1870, and had
converted to a limited company in 1925. At the time of the acquisition the bank had five
branches. The Government of India nationalised Canara Bank, along with 13 other major
commercial banks of India, on 19 July 1969.In 1976, Canara Bank inaugurated its 1000th
branch. In 1983, Canara Bank opened its first overseas office, a branch in London. In
1985, Canara Bank acquired Lakshmi Commercial Bank in a rescue. In 1984, Canara
Bank acquired the Laksmi Commercial Bank.
In 1985, Canara Bank established a subsidiary in Hong Kong, Indo Hong
Kong International Finance Ltd. In 2008-09, Canara Bank opened its third foreign branch,
this one in Shanghai.

Widely known for customer centricity, Canara Bank was founded by Shri
Ammembal Subba Rao Pai, a great visionary and philanthropist, in July 1906, at
Mangalore, then a small port in Karnataka. The Bank has gone through the various phases
of its growth trajectory over hundred years of its existence.

Growth of Canara Bank was phenomenal, especially after nationalization in the

year 1969, attaining the status of a national level player in terms of geographical reach and
clientele segments. Eighties was characterized by business diversification for the Bank. In
June 2006, the Bank completed a century of operation in the Indian banking industry. The
eventful journey of the Bank has been characterized by several memorable milestones.
Today, Canara Bank occupies a premier position in the comity of Indian banks. With an
unbroken record of profits since its inception, Canara Bank has several firsts to its credit.
These include:
· Launching of Inter-City ATM Network
· Obtaining ISO Certification for a Branch
· Articulation of ‘Good Banking’ – Bank’s Citizen Charter
· Commissioning of Exclusive Mahila Banking Branch
· Launching of Exclusive Subsidiary for IT Consultancy
· Issuing credit card for farmers
· Providing Agricultural Consultancy Services

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 Over the years, the Bank has been scaling up its market position to emerge as a
major 'Financial Conglomerate' with as many as nine subsidiaries/sponsored
institutions/joint
ventures in India and abroad. As at March 2009, the Bank has further expanded its
domestic presence, with 2729 branches spread across all geographical segments. Keeping
customer convenience at the forefront, the Bank provides a wide array of alternative
delivery channels that include over 2000 ATMs- one of the highest among nationalized
banks- covering 705 centres, 1362 branches providing Internet and Mobile Banking
(IMB) services and 2062 branches offering 'Anywhere Banking' services. Under
advanced payment and settlement system, all branches of the Bank have been enabled to
offer Real Time Gross Settlement (RTGS) and National Electronic Funds Transfer
(NEFT) facilities.

Not just in commercial banking, the Bank has also carved a distinctive mark, in
various corporate social responsibilities, namely, serving national priorities, promoting
rural
development, enhancing rural self-employment through several training institutes and
spearheading financial inclusion objective. Promoting an inclusive growth strategy,
which has been formed as the basic plank of national policy agenda today, is in fact
deeply rooted in the Bank's founding principles. "A good bank is not only the financial
heart of the community, but also one with an obligation of helping in every possible
manner to improve the economic conditions of the common people". These insightful
words of our founder continue to resonate even today in serving the society with a
purpose.

The growth story of Canara Bank in its first century was due, among others, to
the continued patronage of its valued customers, stakeholders, committed staff and
uncanny leadership ability demonstrated by its leaders at the helm of affairs. We strongly
believe that the next century is going to be equally rewarding and eventful not only in
service of the nation but also in helping the Bank emerge as a "Global Bank with Best
Practices". This justifiable belief is founded on strong fundamentals, customer centricity,
enlightened leadership and a family like work culture.

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 Late Sri Ammembal Subbarao Pai

It Founded as 'Canara Bank Hindu Permanent Fund' in 1906, by late Sri.

Ammembal Subba Rao Pai, a philanthropist, this small seed blossomed into a limited
company as 'Canara Bank Ltd.' in 1910 and became Canara Bank in 1969 after
nationalization.

"A good bank is not only the financial heart of the community, but
also one with an obligation of helping in every possible manner to improve the economic
conditions of the common people" - A. Subba Rao Pai.

Founding Principles

1. To remove Superstition and ignorance.

2. To spread education among all to sub-serve the first principle.
3. To inculcate the habit of thrift and savings.
4. To transform the financial institution not only as the financial heart of the
community but the social heart as well.
5. To assist the needy.
6. To work with sense of service and dedication.
7. To develop a concern for fellow human being and sensitivity to the surroundings
With a view to make changes/remove hardships and sufferings. Sound founding
principles, enlightened leadership, unique work culture and remarkable adaptability to
changing banking environment have enabled Canara Bank to be a frontline banking
institution of global standards.

Vision
To emerge as a ‘Best Practices Bank’ by pursuing global benchmarks in profitability,
operational efficiency, asset quality, risk management and expanding the global reach.

Mission
To provide quality banking services with enhanced customer orientation, higher value
creation for stakeholders and to continue as a responsive corporate social citizen by
effectively blending commercial pursuits with social banking.

Customer perception about services provide by Canara bank Page 22

Significant Milestones
year
1st July Canara Hindu Permanent Fund Ltd. formally registered with a capital of
1906 2000 shares of Rs.50/- each, with 4 employees.
1910 Canara Hindu Permanent Fund renamed as Canara Bank Limited
1969 14 major banks in the country, including Canara Bank, nationalized on
July 19
1976 1000th branch inaugurated
1983 Overseas branch at London inaugurated Cancard (the Bank’s credit card)
launched
1984 Merger with the Laksmi Commercial Bank Limited
1985 Commissioning of Indo Hong Kong International Finance Limited
1987 Canbank Mutual Fund & Canfin Homes launched
1989 Canbank Venture Capital Fund started
1989-90 Canbank Factors Limited, the factoring subsidiary launched
1992-93 Became the first Bank to articulate and adopt the directive principles of
“Good Banking”.
1995-96 Became the first Bank to be conferred with ISO 9002 certification for
one of its branches in Bangalore
2001-02 Opened a 'Mahila Banking Branch', first of its kind at Bangalore, for
catering exclusively to the financial requirements of women clientele.
2002-03 Maiden IPO of the Bank
2003-04 Launched Internet & Mobile Banking Services
2004-05 100% Branch computerization
2005-06 Entered 100th Year in Banking Service
Launched Core Banking Solution in select branches
Number One Position in Aggregate Business among Nationalized Banks
2006-07 Retained Number One Position in Aggregate Business among
Nationalized Banks.
Signed MoUs for Commissioning Two JVs in Insurance and Asset
Management with international majors viz., HSBC
(Asia Pacific) Holding and Robeco Groep N.V respectively
2007-08 Launching of New Brand Identity
Incorporation of Insurance and Asset Management JVs
Launching of 'Online Trading' portal
Launching of a ‘Call Centre’
Switchover to Basel II New Capital Adequacy Framework
2008-09 The Bank crossed the coveted Rs. 3 lakh crore in aggregate business.
The Bank’s 3rd foreign branch at Shanghai commissioned

As at March 2009, the total business of the Bank stood at Rs. 3,25,112 crore.

Customer perception about services provide by Canara bank Page 23

Awards/Accolades

Received during 2007-08

• First National Award, instituted by the Ministry of Micro, Small & Medium
Enterprises, Govt. of India for 'Excellence in Micro & Small Enterprises (MSE)
Lending' for 2006-07.

• 'Golden Peacock Award for Corporate Social Responsibility' for the year 2007.
Canara Bank is the first PSB to receive the award since its institution in the year
1991.

• ‘Golden Peacock National Training Award-2007’, instituted by the Institute of

Directors, New Delhi, a pioneer in Quality Revolution.

• Conferred the Business Superbrands Status for 2008.

• 'The Organization of the Year Award- for PR Excellence', instituted by Public

Relations Council of India.

• Excellence in the field of Khadi & Village Industries in South Zone for the year
2006-07, instituted by Khadi & Village Industries Commission, Ministry of
Micro, Small & Medium Enterprises, Government of India.

Received during 2008-09

• Conferred 'First Rank' in India's Best Banks awards under the category 'Strength
and Soundness' for 2006-07 by a survey conducted by Ernst & Young.

• Best Performing Bank under Rural Employment Generation Programme, (REGP)

of Khadi and Village Industries Commission (KVIC), in South Zone for the year
2007-08, instituted by the Ministry of MSME, Government of India.

• Golden Peacock National Training Award 2008 for excellence in training.

• Global HR excellence in Training, an award conferred by the Asia Pacific HR

• Congress, the largest rendezvous of HR Professionals, at its Employer Branding

Talent Management Congress held on 22nd and 23rd August 2008, Delhi.

• Best
Corporate Social Responsibility Practice Award, instituted by BSE,
NASSCOM and Times Foundation.

Customer perception about services provide by Canara bank Page 24

 The Bank won two Silver Corporate Collateral Awards for Best Corporate
Ad in the Print Media and Best Corporate Film on Corporate Social Responsibility
at the Public Relations Council of India Awards 2009.

Canara bank helps you in planning to own a home by buying a flat or

building a house. The bank offers you loan for constructing a new house or for
doing additions or
renovation in the existing house. Anyone from salaried individual to self-employed
persons can take the home loan by fulfilling certain criteria and documentation for
the
entitlement of the loan. Even NRIs can apply for home loan offered by Canara
Bank.

Canara bank has a wide array of network opened in the country to help
people in banking. As at December 2007 bank has network of 2641 branches
spread all over India. Bank has over 1900 ATMs, covering 680 centers, over 1100
branches providing Internet and Mobile Banking (IMB) services and more than
1833 branches offering 'Anywhere Banking' services. Now more than 1693
branches of the Bank offer advanced payment and settlement system under Real
Time Gross Settlement (RTGS) and National Electronic Funds Transfer (NEFT).

Institution Information
Head Office
Canara Bank
112, J C Road
BANGALORE
Bangalore - 560 002
Karnataka,
India.

Website
http://www.canarabank.com

No. of branches
2641

No. of ATMs
1900

Customer Care Numbers

BANGALORE: 080-25586087, CHENNAI: 044 - 24344638,
DELHI: 011- 26415331, KOLKATA: 033-22807899

Customer perception about services provide by Canara bank Page 25

 Canara bank Products / Services
Anywhere Banking:

Anywhere Banking is a technology-based, customer-friendly service designed to

provide greater convenience to our customers. With Anywhere Banking facility, once
customer has an account with any of the select branches, Customer can operate it From
any other designated branch across 85 cities.

FACILITIES:

Individuals I joint account holders (operated severally) maintaining Current I

58 I OD Accounts:

1. Withdrawal of cash
2. Remittance of cash
3. Transfer of funds
4. Balance enquiry
5. Issue of mini statement
6. Depositing local cheques for collection
7. Purchase of Demand draft

Firms / Companies I Other Bodies maintaining Current I OD I OCC

Accounts:

1. Transfer of funds between accounts; from one Anywhere Banking branch to

Another anywhere banking branch.

2. Depositing of local checks for collection and crediting to the respective account
at any Anywhere Banking branch.

ELIGIBILITY:

Account holders should have maintained a minimum average balance of

Rs.5, 000/ - in SB account and Rs.I0, 000/ - In Current account in the last six months.

FEATURES:

1. Cash withdrawal up to Rs.50, OOO/ - per occasion.

2. Transactions permitted on production of identity card issued exclusively for

Anywhere banking facility.

3. Facilities of both intra-city and inter-city transactions.

4. HOME CLEARING - on line debit of checks drawn on our own A WB branches

Within the city / clearing zone.

Customer perception about services provide by Canara bank Page 26

Tele services:

Access information about your account right from your home, office or from
anywhere over telephone, a round the clock teller answering the enquiries from anywhere
presenting voice information at any time.

You can make the following enquiries/requests over telephone:

· Balance in the account including clear balance. Last five transactions in the
account.
· Request for check book. Request for pass sheet.
· Change in pass word. Fax on demand.

Note: The facility is password protected to ensure secrecy. Ask your Branch Manager
for details and enroll today itself the service 'is absolutely lice of cost

Personal Banking:

Credit Cards:
Cancard visa classic
Cancard visa corporate
Cancard MasterCard
Cancard visa international gold

Deposits:
· Savings Bank Account
· Current Account

Term Deposits:
- Fixed Deposits
- Kamadhenu Deposits
- Recurring Deposits
- Can flexi Deposits

Loans & Advances:

- Housing Loan
- Home Improvement
- Can carry (Consumer Durables)
- Can cash (Shares)
- Can mobile(vehicle)

NRI:
- NRE (Non Resident External Rupee Account)
- NRO (Non Resident Ordinary Account)
- FCNR (Foreign Currency Non Resident Accounts -Banks) - RFC Deposits

Customer perception about services provide by Canara bank Page 27

 Categorization of Canara Bank Services

Core Services Facilitating Services Supporting Services

Payment Services Cash Making Payments At Door
Foreign Currency Step
Requirement
Traveler Charges Internet Banking
DD / Bankers Charges
IT Telephone Banking
EFT
Current Account & Saving ATM Card Credit Cards
Account Standing Instructions From
Customers From Making Debit Cards
Payments
Inter-Branch / Inter-Bank Service To Senior Citizens
Transfer Funds
Safety Vaults Telephone Banking

Internet Banking

Conversion Of Excess Balance

To Time Deposits
Loan products: Consumer Current account Delivery of loan at promised
loans, personal loans, Savings account
housing Time deposit account Time period
loans, educational loans
Interest rate option:

Fixed/floating

Flexibility in pre-payment of
Loan

Counselling on Real-estate
Markets

Legal services for

Documentation

ECS for payment of loan

Installments
Insurance products: Life Current account Additional insurance facility
insurance, pension schemes Savings account for
Time deposits family members
Safety vaults
Counseling on post retirement
savings

Customer perception about services provide by Canara bank Page 28

 1. Credit Cards :-

Canara Bank offers a credit card named CANCARD that provides both
convenience and quality services to the cardholders. It is a widely accepted card under the
principal membership of Visa International and Master card International. The bank offers
free insurance cover under the card.
The bank has set a liberal credit limit of minimum gross income of Rs 60,000
per annum to avail the card.There is no maximum amount for accumulation and you earn
bonus points on using the card.
a. CANCARD VISA CLASSIC :-

• Liberal Card limit

• Get 30% of your gross annual income with a maximum of Rs.3.00 lakhs. Fixing
up of the limit is at the sole discretion of Canara Bank.
• Cash withdrawal facility at designated 450 branches all over India
• Cash withdrawal at Canara Bank ATMs.
• No Interest on cash withdrawal if paid by the due date. If not paid by the Due
Date, interest is charged from Due Date only and not from the Date Of
Cash withdrawal.
• Opt for Revolving Payment system and pay only 5% of the billed amount and
defer the payment.
• No financial charges i.e. interest on other transactions subsequent to cash
withdrawal till the cash withdrawal is repaid.
b. CANCARD VISA CORPORATE :-

• Liberal Card limit

• Get 30% of your gross annual income with a maximum of Rs.3.00 lakhs. Fixing
up of the limit is at the sole discretion of Canara Bank.
• Cash withdrawal facility at designated 450 branches all over India
• Cash withdrawal at Canara Bank ATMs.
• No Interest on cash withdrawal if paid by the due date. If not paid by the Due
Date, interest is charged from Due Date only and not from the Date Of
Cash withdrawal.
• Option for Revolving Payment system and pay only 5% of the billed amount and
defer the payment.

Customer perception about services provide by Canara bank Page 29

 c. CANCARD MASTERCARD:-

• Liberal Card limit

• Get 30% of your gross annual income with a maximum of Rs.3.00 lakhs. Fixing
up of the limit is at the sole discretion of Canara Bank.
• Cash withdrawal facility at designated 450 branches all over India .
• Cash withdrawal at Canara Bank ATMs.
• No Interest on cash withdrawal if paid by the due date. If not paid by the Due
Date, interest is charged from Due Date only and not from the Date Of
Cash Withdrawal.
• Option for Revolving Payment system and pay only 5% of the billed amount and
defer the payment.
• No financial charges i.e. interest on other transactions subsequent to cash
withdrawal till the cash withdrawal is repaid.
• Date of Billing: Last day of every calendar month
• Payment due date : 20th of every calendar month.

d. CANCARD VISA INTERNATIONAL GOLD :-

• Liberal Card limit

• Get 30% of your gross annual income with a maximum of Rs.3.00 lakhs. Fixing up of
the limit is at the sole discretion of Canara Bank.
• Cash withdrawal facility at designated 450 branches all over India.
• Cash withdrawal at Canara Bank ATMs.
• No Interest on cash withdrawal if paid by the due date. If not paid by the Due
Date, interest is charged from Due Date only and not from the Date Of
Cash Withdrawal.
• Option for Revolving Payment system and pay only 5% of the billed amount and
Defer the payment.

Customer perception about services provide by Canara bank Page 30

 2. DEPOSITS :-

a) SAVING ACCOUNTS:-
Canara Bank savings account can be opened singly / jointly, as minor
account, by non-corporate bodies, societies, associations, etc. The minimum balance
required to open an account is Rs 500/- without cheque book and Rs 1000/- with cheque
book in Metro/Urban whereas in Semi-urban/Rural Branches the account can be opened
with Rs.100/- without cheque book and Rs 500/- with cheque book. You have to fulfil
documentation criteria laid down by the bank for opening an account. Bank gives an
interest which is compounded half-yearly on the minimum balance in the account between
the10th and the last day of the month.
i. Highlights :-

Bank: Canara Bank.

Category: Regular.

Minimum AQB
(Average Quarterly
Balance) Metro/Urban - Rs.500/- without cheque book &
Rs.1000/- with cheque book Semi-urban/Rural
Branches - Rs.100/- without cheque book &
Rs.500/- with cheque book.

Interest Rate: 3.5%

Card Offered: ATM cum Debit Card.

b) CANARA SARAL SAVINGS ACCOUNT:-

• An SB product designed for the common man to provide a basic banking facility as
part of the financial inclusion objective of RBI.
• MINIMUM DEPOSIT The account can be maintained even with zero balance.
• WITHDRAWAL/DEPOSIT:

1. Permitted through withdrawal order form, cheque and ATM cum Debit Card

2. Maximum 6 withdrawals per month including drawings through ATM free

of charge. For withdrawals exceeding 6 per month would be levied a service
charge at the rate not exceeding Rs.5/- per withdrawal at the discretion of the
branch.

3. The minimum amount that may be deposited/ withdrawn “IN CASH” in

an account is as prescribed by the bank from time to time. Currently
minimum deposit or withdrawal “IN CASH” is Rs.10/-. In case of
withdrawal through ATM, the minimum amount is Rs.100/- (Currently).

4. TDS- Exempted.

Customer perception about services provide by Canara bank Page 31

 c) SB GOLD SCHEME (CB branches only) :-

i. DD facility at 50% concession i.e. Re.1/- per Rs.1000/- or part thereof

ii. Funds transfer under NEFT and RTGS(Canspeed) at 50% concession
iii. Free Debit Card (as per Bank's rules for issue of Debit Cards)
iv. Issue of free Credit Card to the 1st account holder (for others as per
existing rules of the Bank)
v. Waiver of demat account opening charges.
vi. Free Anywhere Banking (AWB) facility.
vii. Sweep-in Sweep-out facility: Sweep-in into term deposit of amounts
beyond Rs.1,00,000/- at the request(one time) of the customer mentioning
the tenor of the term deposit.
viii. Name printed cheque book.
ix. Free funds transfer facility through our Internet Banking
x. Free Telebanking facility.
xi. No ledger folio charges.

i. Highlights :-

Bank : Canara Bank.

Category : Privileged Account.

Minimum AQB
(Average Quarterly
Balance) Initial Balance Minimum Rs. 1,00,000/-
Minimum average monthly balance of
Rs.1,00,000/-

Interest Rate : 3.50%

Card Offered : ATM cum Debit Card.

d) Fixed Deposits :-

Canara bank fixed deposit can be opened individually or jointly and on

behalf of minor a guardian can open an account. The account can be opened
with Rs 1000/- and there is no maximum ceiling for investment. Loan can be
taken up to 90% of the deposit amount .There is no penalty on pre-mature
Closure.

Customer perception about services provide by Canara bank Page 32

 3. Loans :-
Canara Bank offers wide variety of Loans Products to suit your
requirements.Coupled with convenience of networked branches/ ATMs and
facility of E-channels like Internet and Mobile Banking, Canara Bank brings
banking at customer’s doorstep.
a. Home Loans :-

Canara bank helps you in planning to own a home or you want to build your home / buy a
flat. You name it and bank has offer for you whether you want to construct a new house or
you want to do additions in your existing house. Moreover you can take loan for
renovation of your house /flat, etc. Salaried individual, self-employed persons, running
your own business, etc, anyone can take home loan by fulfilling certain criteria for the
entitlement and the documentation formalities for the loan. Even NRIs can apply for home
loan.
Highlights
.
b. Personal Loans :-
Canara bank has a range of personal loan to help you meeting the cost of various personal
needs. The various categories of personal loan are Can Mahila exclusive scheme for
women, Doctors’ Choice designed for medical practitioners to help them in meeting their
professional needs, Can Cash (Loan against Shares) you can take instant cash against
shares/ debentures / bonds / units, Can Budget loan scheme for the benefit of employees of
Corporates, PSUs, Government Departments, Institutions, etc., Can Pension loan scheme
for senior citizens, Teachers loan to meet their needs, Swarna loan (Gold loan) loan
against gold jewellery / ornaments, Can Rent loan for owners of the property to meet their
business needs and / or genuine personal needs, against rents receivable, Can Take loan
for professionals working in reputed information technology and biotechnology
companies, Home improvement loan for furnishing house / flat with household furniture
items, air conditioners, etc.

Highlights

Salaried Self Employed

Loan Type Term Loan Term Loan

Loan Amount Min. - Rs 50000 Min. - Rs 50000

Max. - Rs 1500000 Max. - Rs 1500000

Tenure Min. - 12 Yrs. Min. - 12 Yrs.

Interest Rate Min. - 14.5 % Min. - 14.5 %

Max. - 14.5 % Max. - 14.5 %

Time to Process Loan 5 days 5 days

Customer perception about services provide by Canara bank Page 33

 c. Education Loans :-

Canara bank offers education loan under Vidyasagar to needy and meritorious Indian
students. High school students can also avail education loan. Loan can be taken for job
oriented courses at degree level and advanced studies for post –graduation for study in
abroad.
Highlights

Study Abroad Study India

Course Graduation Post Graduation

Loan Type Term Loan Term Loan

Loan Purpose Loans are also provided Loans are provided for
for studying abroad for studying abroad for job
job oriented courses at oriented courses at degree
degree level and level and advanced
dvanced studies in all studies in all areas for
areas for post-graduation. post-graduation.

d. Car Loans :-

Canara Bank offers loan to buy your own luxury car. The bank provides loan
upto 90% of the on road price and there is no ceiling on the maximum loan amount. For
used cars, which are not older than 5 years, bank finance 75% of the agreed price or 75%
of the value of the car, as assessed by an automobile engineer or Rs.6 lakh whichever is
lower.

Highlights

New Car Used Car

Loan Type Term Loan Term Loan

Ex-Showroom/On Road On Road On Road

Loan Amount Min. - Rs 50000 Min. - Rs 50000

Tenure Min. - 12 Yrs. Min. - 12 Yrs.

Interest Rate 12 % 12.5 %

Time to Process Loan 7 days 7 days

Preferred Manufacturers Chevrolet, FIAT, Ford, Chevrolet, FIAT,

Ford
GENERAL MOTORS GENERAL MOTORS

Customer perception about services provide by Canara bank Page 34

,

International Banking Services:

Canara Bank entered fore arena in 1953 with the opening of its first Foreign
Exchange Department in Mumbai Today Canara Bank the 4th largest Bank in India
catering to the cross border trade & remittances and financing of foreign trade.

We finance exports at pre-shipment stage as well as post shipment stage, which

can be availed either in foreign currency or Indian Rupees.

In addition we facilitate for fainting. That is, discounting of deferred export

receivables on 'without recourse basis' from an overseas forfeiting agency.
The Bank has been the pioneer in financing of LC based International Trade
transactions in India.

The Bank not only finance at customers option in foreign currency at pre
-shipment and post- shipment stages at LIB OR related rates but also finance the import
leg in foreign currency where imported inputs are required for exp0l1s.
The Bank has the expertise in handling project exports of goods and services.
The Bank has an excellent worldwide correspondent relationship and have the
capability to handle any export, import, remittance and related transactions anywhere in
the world and in any currency.

Non fund based transactions like adding confirmations to LC, issuing inward and
outward Bid bonds & guarantees, establishing LCs for import into India, arranging
buyer's credit at attractive terms etc. are our forte. Canara Bank has a branch in London
and holly owned subside in Hong Kong. We have a joint venture with SBI at Moscow
under the name Commercial Bank of India LLC. We have recently opened a
Representative Office at Shanghai, People Republic of china. They are engaged in Trade
finance and have expertise on the Indian market scenario.

The Bank also manages 2 Exchange houses in the Gulf and arrangement with 20
Exchange Houses and 18 Banks for drawing on DD’s from Gulf Countries on our select
branches thought out India. The Bank has 5 fore dealing rooms located in Mumbai, New
Delhi, Calcutta, Chennai and Bangalore in India. We provide a whole range of services
and products like purchases and sale of 7 world currencies forward booking and other fore
hedging instrument like currency swaps.

Customer perception about services provide by Canara bank Page 35

 Financial Statement of Canara Bank
Financial statements and reports are the tools which provide information of the
firms financial affairs. This information is required for financial analysis & decision
making. It assesses the financial status of organization which is prepared with help of
accounting principle.

Financial statement has mainly as follow:

 Balance sheet
 Profit & loss account

Financial statement is prepared on basis of generally accepted accounting

principle. These are
a. Business entity principle
b. Going concern principle
c. Monetary principle
d. Historical principle
e. Realizations principle
f. Accrual concept

Basic conventions under which financial statements prepared is:

 consistency
 conservativeness
 disclosure

Analyzing of financial statements helps to know the financial health of the

borrower, which provides the detail of the liabilities and the assets of the applicant. It also
helps to study the trends in the financial matters of the company. It helps to valuate the
assets of the applicant company. It assists in decision making process relating to the
future activities.

Profit and Loss account:

Meaning:- profit and loss account is one of the essential document which shows the
summary of revenues, expenses and net income of the firm during the particular financial
period.

Functions of the Profit and Loss account:

 It gives a concise summary of the firm’s revenue and expenses during the
particular period.
 It measures the firm’s profitability.
 It represents the activity of the firm.

Ratio Analysis:
Ratios are classified into four parts like:-
1. Liquidity ratios
2. Activity ratios
3. leverage ratios

Customer perception about services provide by Canara bank Page 36

4. profitability ratios

Canara Bank Balance Sheet:

Customer perception about services provide by Canara bank Page 37

Canara bank profit and loss account:

Customer perception about services provide by Canara bank Page 38

 OBJECTIVES OF THE STUDY

• To collect information of other Banks.

• To educate the customers about facilities provided by Canara

Bank.

• To draw the comparative analysis of Canara BANK.

• To identify the major attributes of customer satisfaction.

• To study customer perception about Canara BANK.

• To identify and study the various ways of ensuring customer

Satisfaction adopted by Canara BANK Vs other Banks.

Customer perception about services provide by Canara bank Page 39

 Chapter 3 Research
Methodology

Customer perception about services provide by Canara bank Page 40

 Research Methodology

Research is common refers to search for knowledge. It is the pursuit of truth

with the help of study, observation, composition and experiment.

Research methodology is a systematic way to solve the research problems. It

helps in studying the various steps that are adopted by the researcher to study the
research problems along with the logic behind the It describe mail what must be done,
how will be done. What data will be needed and how the data will be analyzed.

1. Research Objectives
• Top mind awareness of consumers for banks offering various retail
products.
• Factors influencing their purchase decision.
• To study the comparative influence of various mediums of advertisements in
creating
Awareness amongst the consumers.
• T o find the immediate competitors in the minds of consumer for every retail
product.

2. Sample Size
A random sample of 50 were administered with the questionnaire and
responses collected.

3. Research Area
The research was carried out at Mulund, Thane and Navi Mumbai regions in
Mumbai.

Customer perception about services provide by Canara bank Page 41

 Descriptive Research
Descriptive research includes surveys and fact-finding enquires of different
kinds. The major purpose of descriptive research of the sate of affairs as it exits at
present. In social science and business research, we quite often use the term Ex post
facto research for descriptive research studies.
Descriptive research was conducted in order the study the consumer perception
about various banks offering retail products and the banks they option for.

Sampling Procedure
This refers to the procedure by which the respondents should be chosen. In order
to obtain a representative sample, a probability sample of the population was drawn.
Probability sampling can be of the following types:-
- Simple random sample

- Stratified random sample.

- Cluster (area) sample.

In this case, simple random sampling was done.

Formation of questionnaire
Quite often the questionnaire is considered as the heart of a survey operation.
Hence it should be carefully constructed. In the words of good and Hatt, "In general,
the word questionnaire refers to a device for securing answers to questions by using a
form which the respondent fills in himself."
All the questions in a questionnaire are framed with a specific objective in mind
and are placed in logical, sequential order. The questionnaire framed for the purpose of
the study consists of a limited number of questions placed in a logical order. The
questions were framed keeping in mind the educational and social background of the
companies dealers. The questions were both open and closed ended as well as multiple
choices.
4. Data Collection Tools

Data was collected using Questionnaires. The Questionnaire consisted

of suitable combination of Rating Scale, Ranking Scale and open ended
Questions in the level of importance.

5. Sources of Data

Primary source: Questionnaires were administered to people with

experience of any retail offering, currently using or used in the past.

Secondary Sources: Data was collected from the various websites from the
internet as well as magazine and book.

Customer perception about services provide by Canara bank Page 42

 • Respondents’ profile:
Data was collected from respondents across all age and income groups.
Data relating to age was collected. This segmentation helped us to gain insights
into the perception and preferences across all age groups. Based on the nature of
retail banking products age groups were identified and classified as follows:

1. ORGANISING THE DATA

The data collected during data collection process are organized and presented in
a
comprehensible sequence to make them more meaningful.

2. PRESENTATION OF DATA
After the data has been properly organized, it is ready for presentation. There
are
different modes of presentation like tables, charts etc. The main objectives of
presentation are to put collected data into an easy readable form.

3. ANALYSIS OF DATA
After organizing and presenting the data, the researchers then have to proceed
towards conclusion by logical inferences. The raw data is then analyzed:
· By bringing raw data to measured data.
· Summarizing the data.

4. INTERPRETATION OF DATA
Interpretation means to bring out meaning of data or to convert more data into
information. From the analysis of data the various conclusions are find out on the basis
of logical inferences.

5. CLASSIFICATION OF DATA
If refers to the process of arranging data into homogenous classes. Subsequent
to the collection of data, the results were sorted out and arranged in different categories
like Graph, Table etc.

Customer perception about services provide by Canara bank Page 43

 Analysis

Which type of account you have in a bank?

Customer perception about services provide by Canara bank Page 44

Interpretation:

During the survey it was found out that the 43% of the customers are interested
in saving a/c as it has a lucrative activity these days and 37 % in Canara saral saving
a/c. Only few of the customers were interested in SB Gold scheme, fixed deposit a/c &
current a/c.

Which type of services prefers the most by you?

Interpretation:

According to survey 82% customers of can prefer ATM service and 12 % of

customer can prefer internet banking service. Customers mainly prefer this both

Customer perception about services provide by Canara bank Page 45

 services because of these two are easy & fast. So, Rest 4 % and 2% customers can
prefer mobile & core banking service.

Which retail banking product have you availed?

Interpretation:

In this survey 35% of customer availed home loan. Also 25% of customer can
availed car loan & 16% for educational loan, this because of this three are major chunk
of retail product. So, rest 15% can availed personal & 9% for other product availed by
customer.
Customer perception about services provide by Canara bank Page 46
W hat ty pe of c re di t ca rd u si ng f rom th is?

Interpretation:

71% of the customers are use Cancard visa classic, because it gives no interest
and no financial charge facility. 15% of customer can use Canard visa corporate, 10%
can prefer Cancard MasterCard and only 4% can prefer Cancard visa international
gold .

Customer perception about services provide by Canara bank Page 47

How you aware about Canara bank product of them?

Interpretation:
35% of customer can awareness the product through television & 27% can aware
through newspaper and magazines & 18%can aware through radio. So this both
can give more information about product to customer. Also 17% can aware
through word of mouth & rest 3% through billboards / hoardings.

Customer perception about services provide by Canara bank Page 48

Are you satisfied with Canara bank services?

Customer perception about services provide by Canara bank Page 49

 Interpretation:

In this survey 69% of customer can satisfied with Canara bank services because
of Canara can provide core services. Also 20% of customer cannot satisfied with
services & rest, 11% cannot decide anything.

Canara bank can provide better facility than other bank?

Customer perception about services provide by Canara bank Page 50

Interpretation:

The above data can shows that above 25 can say yes, they say that Canara bank
can provide better facility than other bank. Also 15 can say no & below 0 cannot say.

SWOT Analysis of Canara Bank

Customer perception about services provide by Canara bank Page 51

 STRENGTHS
• Retail banking supermarket with the
ability to cross-sell entire range of credit
products.
• Innovative products
• Technological superiority
• Wide distribution
• High top of mind awareness due
to aggressive advertising
• Strong Credit controls
• High Customer Service Standards
• Economies of scale through
growing volumes.
• 24x7 service levels
OPPORTUNITY
• Changing consumer outlook towards
loans and related products
• Rising consumer income levels
• Increasing banking habits among
Indian consumers
• Being No.1 in the auto finance
segment paves the way to consolidate its
market leadership across all the segments.
• Rapid increase in the retail loan market
size to the tune of
30 – 40 %
Customer perception about services provide by Canara bank
WEAKNESSES
• Efforts are concentrated more towards
the urban consumers thus ignoring the rural
counterpart.
• Number and spread of branches is very
low as compared to PSU banks.
Excessive focus on non-branch distribution
channel reducing the scope of personal
interaction needed for the sale of retail
products
THREAT
• Stiff competition in the housing loans
segment from HDFC, LIC Housing etc.
• In the Credit card segment,
competition from Citibank, Stan Chart etc.
• Of late, lots of Non Banking Financial
Institutions have emerged and have eaten up
the banks’ market share.
• Educating people by way of
advertisements might help competitors to
reap the benefits.
Page 52
 Chapter 4 recommendation,
suggestion & conclusion

Findings
1. It was found from the study that bank believes in quality service rather than quantity
of
Service.

2. The officials employed are very much enthusiastic about their job.
Customer perception about services provide by Canara bank Page 53
3. The officials try to make best relation with the customers.

4. There is separate counter for NRI services.

5. The limit of cash vault is Rs. 10, 00,000 for a day.

6. The registers and files are maintained on a daily basis.

7. The registers are maintained in a well organized manner.

8. The marketing strategy of the bank is very attractive.

9. The bank always tries to attract customers with Innovative offers.

Suggestions

• Special training modules for managers on current Economic scenario

• Extend Internet Banking to more branches and enable more transactions at ATMs

• Increase Manpower (skilled)

Customer perception about services provide by Canara bank Page 54
 • Implement single window transaction

• youngsters at counters

• Recruit more Marketing Managers

• Lend adequate support to Marketing Managers

• Information from new customers

Limitations
1. The study restricted to only one branch.

2. The time constraint was a limiting factor, as more time required carrying out study
on other aspects of the topic.

3. Due to secrecy it is difficult obtain actual facts and figures of advances of branches.

Conclusion

The scenario is becoming highly competitive in every sphere of banking

activity- more so u n respect of retail lending. Processing time and interest rates are
major influencing factor for making purchase decision.
As per survey ICICI, Canara and HDFC are to major brand name
Customer perception about services provide by Canara bank Page 55
considered for housing, auto and personal loans. Awareness through television is the
highest level followed by newspapers. The future of banking is dependent on
technology, marketing, logistics. Banks have to prepare themselves for facing a soft
interest regime.
New kind of management skills are required to manage the retail lending
portfolio.
True to Infosys cult, bankers do need to understand that:
- Growth comes from repeat business
- Repeat business from relationships
- Relationship from customers
- Customers relationship based on trust
- Trust emanates from customers faiths/beliefs and,
- Lastly maintaining harmony with the environment.

Customer perception about services provide by Canara bank Page 56

 Chapter 5
Appendix

Questionnaire

Note :- ( plz tick only one from multiple answers)

Which type of account you have in a bank?

SAVING ACCOUNT

a) CANSARAL SAVINGS ACCOUNT

Customer perception about services provide by Canara bank Page 57

 b) SB GOLD SCHEME ACCOUNT

c) FIXED DEPOSIT ACCOOUNT

d) CURRENT ACCOUNT

Which type of services prefers the most by you?

a) ATM SERVICE ......................

b) INTERNET BANKING ......................

c) MOBILE BANKING ......................

d) CORE BANKING ......................

Which retail banking product have you availed?

a) HOUSING LOAN

b) CAR LOAN

c) EDUCATION LOAN

d) PERSONAL LOAN

e) OTHER, PLZ SPECIFY................................................

W hat ty pe of c re di t ca rd u si ng f rom th is?

a) CANCARD VISA CLASSIC

b) CANCARD VISA CORPORATE

c) CANCARD MASTERCARD

d) CANCARD VISA INTERNATIONAL GOLD

How you aware about Canara bank product of them?

a) TELEVISION
b) NEWSPAPERS & MAGAZINES
c) RADIO
d) WORD OF MOUTH
e) BILLBOARDS/HOARDINGS

Customer perception about services provide by Canara bank Page 58

Are you satisfied with Canara bank services?

a) Yes

b) No

c) Can’t say

Reason why................................

Canara bank can provide better facility than other bank?

a) Yes

b) No

c) Can`t Say

Can you give any opinion to us?

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.............................................................................................................................................
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...............

Would you suggest any improvement?

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Customer perception about services provide by Canara bank Page 59

 Chapter 6 References
& Bibliography

• References & Bibliography:-

1. Professional Banker.

2. www.rbi.org

3. Economic times

4. www.canarabank.com

Customer perception about services provide by Canara bank Page 60

 5. www.google.com

6. www.moneycontrol.com

Customer perception about services provide by Canara bank Page 61