Introduction :Branch is considered as one of the most important channel of the bank and is generally the most preferred

channel from the customer's point of view. The branch is referred to as the face of the bank since the customer can visit personally and meet and interact with the branch officials and avail the various services offered by the bank. In reality, the branch is the sales and service channel of a bank and the branch employees are generally responsible for both sales and service of bank's products. Sales in terms of branch banking could be of any of the bank's deposits, products, gold, retail or other investment products of other approved organizations, such as life insurance, general insurance, and mutual fund. The most common e amples of deposit products of a bank are savings bank account, current accounts, fi ed deposit accounts, and recurring deposit accounts. The customers or the prospects desiring to open any of these accounts have to fill an !ccount "pening #orm $!"#% and submit the specified documents in order to meet the &now 'our (ustomer $&'(% guidelines issued by the )eserve Bank of India $)BI% The e amples of a bank's asset products include personal loan, home loan, car loan, and credit card. *hen a customer approaches the branch for any of the loan products of the bank, the branch employee takes down the contact details of the customer and the record of the lead generated are kept with the bank for follow up action. Sometimes, such leads are escalated to outsourced agencies, such as +irect Sales !gent $+S!% or +irect ,arketing !gent $+,!% of the bank. These agencies, in turn, get in touch with the customers for obtaining the necessary documents. The credit decision whether to sanction or not the various loans to the customers is taken by the bank officials in the credit sanctioning department of the bank.

Aims & Objectives :To evaluate the performance of Banking industry in India

To determine the impact of different services of bank on the customer-s behaviour

To identify the functional capabilities of bank

To suggest and evaluate the banking routine functions

To study the customer behaviour and interest in bank services

To study important phases of the banking function

To study the investment methods and Indian Banking Industry

RESEARCH METHODOLOG :The ob.ective of the present study can be accomplished by conducting a systematic market research. ,arket research is the systematic design, collection, analysis and reporting of data and findings that are relevant to different marketing situations facing the Bank. The marketing research process that is adopted in the present study consists of the following stages/ !orm"tion o# $rob%em: To assess the routine banking function in a systematic manner. Met&ods o# Co%%ection o# d"t": +ata would be a collection of both primary as well as secondary data. The primary data would consist of data obtained from oral discussion in ! is Bank ,alad 012 Branch and 3uestionnaires. To complete this research report, we use data from various magazines, articles, online researches and books as a secondary data. Secondary data with all due credits and sources are specified in the bibliography section. Rese"rc& Instrument: +iscussion 4 5uestionnaires would be designed to take in primary data whereas for secondary data, the focus would be on discussions, books, .ournals, online magazines, research and internet as well as library database.

A'is ("n) Ltd - M"%"d *E+ (r"nc&

!unctions ,er#ormed b- t&e ("n) (r"nc& :Several #unctions6Services are offered to customers by the bank branches. The following list only covers the main services offered by the ! is Bank ,alad Branch.

!ccount opening (ash receipts (ash payments (he3ue book issue Stop payment of che3ues (losure of fi ed deposits and premature withdrawals Issue of ++s and banker's che3ue Safe deposit lockers #oreign e change services 7old retail +e,at services !cceptance of clearing che3ues +eliverables, such as che3ue books, debit cards, 8I9s and passwords !cceptance of 3ueries and complaints Investment services Standing instructions )etail loan products

!ll above functions6 services are e plained in detail below /:

ACCOUNT OPENING PROCESS

There are three types of bank account i.e. Saving account, current account and recurring account. 9ormally an individual opens a Saving bank account for his convenience (urrent account is for the daily and routing transaction which is useful for small scale as well as the big business group #ill the 8reliminary !ccount "pening #orm.

+ownload the !ccount "pening #orm by clicking the link provided, and print it. !lternatively, you can also download the form by using the link provided in the e: mail that will be sent to you. #ill the 9omination #orm, ,andate #orm, etc. as applicable and attach all the re3uired documents. "ur 8hone Banking "fficer will contact you to help you complete the !ccount "pening #orm, and assist with the re3uired documentation.

Submit the completed application form along with your initial pay:in check6draft and re3uired documents by choosing any of the options below, depending on your location abroad/ "n receipt of your completed application form and documents, we will set:up your account and issue your *elcome &it containing your account number, che3ue book and !T, (ard 6 International +ebit card.

C"s& recei$ts b- ("n).De$osit b- customer

(ash deposit in the a is bank is also a very easy and fast. The entire process is as follows /: #ill up the (ash +eposit slip with proper account number and name !lso provide the proper denomination of notes of cash deposit !nd finally handover cash at (ash receipt counter and take the stamped receipt of deposit amount. 9ow you can also deposit cash in the new cash deposit ,achine.

C"s& $"-ments b- ("n)./it&dr"0% b- Customer

(ash *ithdrawl in the a is bank is also a very easy and fast. The entire process is as follows /: #ill up the (ash +eposit slip with proper account number and name "r provide the Bearer (he3ue of any bank account holder in the same bank 8resent the che3ue at the cash payment counter (he3ue should be properly written and signed by the account holder and there should be enough balance In the Bank !ccount !nd collect the cash from the counter But the easiest way of withdrawing cash is cash withdrawl from ;< hour ! is bank !T,

C&e1ue boo) issue

The bank also provide this service of providing che3ue book, and the process is as under

(ustomer has to feel one form for new che3ue book. !fter a re3uest from customer bank processes the re3uest and forward it to their che3ue book issue department (he3ue book issuing department than couriers the (he3ue book at the customers address in =:>? days

Sto$ $"-ment o# c&e1ue

This is also a very important functions performed by the bank branch /: (ustomer has to provide a letter to the bank re3uiesting for the stop payment of che3ue The letter should have a che3ue number, 9ame of the 8arty and the date of issue of che3ue Bank will charge some Bank charges for providing this additional services

Issue o# DDs "nd b"n)er2s c&e1ue

The (ustomer may place a re3uest for issue of demand drafts 6 pay orders 0the @InstrumentA2 by visiting !BIS Bank branch or through !BIS Bank ;<:Cour (ustomer (are (entre or through such other mode and sub.ect to such terms and conditions as !BIS Bank may intimate from time to time. In the event the (ustomer places a re3uest through !BIS Bank ;<:Cour (ustomer (are (entre, of such amount as may be intimated by !BIS Bank, he may thereafter collect the same from any Instrument issuing !BIS Bank branch chosen by the (ustomer on the same day of placing such re3uest within such time as may be intimated to the (ustomer, failing which the Instrument will be sent to the communication address of the (ustomer last recorded in !BIS Bank-s records. In such an event, !BIS Bank shall be at a liberty to recover charges for such posting. !BIS Bank shall not be responsible on account of non:delivery or delays in delivery or non:receipt of the Instrument. !BIS Bank reserves the right to discontinue the Service at any time without prior notice to the (ustomer. !BIS Bank shall have the right to re.ect the re3uest in the event of insufficient balance at any point of time from acceptance of re3uest till dispatch of the Instrument to the (ustomer. !BIS Bank shall be entitled, at its sole discretion to accept or re.ect such re3uests. The provision of such Service shall be sub.ect to such charges as may be applicable and the (ustomer authorises !BIS Bank to recover such charges by debiting the !ccount. The (ustomer may re3uest for cancellation of the Instrument in the event the re3uest for issue of the Instrument is placed through !BIS Bank ;<:Cour (ustomer (are (entre, provided such re3uest for cancellation is placed while the Instrument is still within the possession of !BIS Bank.

If the Instrument is lost or has to be cancelled once the same is with the (ustomer or his agent, the re3uest for cancellation shall be accepted at the Instrument issuing !BIS Bank branch.

C%osure o# #i'ed de$osits "nd $rem"ture 0it&dr"0"%s

DE!I3ITIO3 :

@Traditional #i ed +epositsD are fi ed deposits where interest is paid at regular intervals, i.e., 5uarterly or ,onthly, as re3uested by the (ustomer6s at the time of creating the fi ed deposits.' D(umulative #i ed +epositsD are fi ed deposits where interest is compounded 3uarterly and reinvested with principal amount. @,aturity EalueA shall mean the amount payable to the customer at the end of the term of the fi ed deposit sub.ect to deduction of any ta as may be applicable. D"te o# !i'ed De$osit

The effective date of fi ed deposit shall be the date on which the amounts of deposit placed are realized by 6 credited to !BIS Bank Fimited 0the @BankA 2. 9o fi ed deposit receipt will be issued in anticipation of realisation of che3ue6s in relation to any deposit and will be issued only on actual receipt of payment 6 deposit monies. In case re3uests for opening fi ed deposits are received on a Sunday or holiday through electronic channels like internet banking, phone banking, !T, or any other electronic channel, the fi ed deposit will be opened with value date of the ne t business working day. In case re3uests for opening fi ed deposits are received on Sunday from customers walking into a branch working on Sunday, the fi ed deposit will be opened on the ne t business working day with value date of Sunday.

!i'ed De$osit Recei$t . Memor"ndum o# De$osit

!t the time of placing the fi ed deposit if the customer does not opt for a #i ed +eposit )eceipt, an !dvice 6 ,"+ shall be issued by !BIS Bank by default. In cases where !uto )enewal or !uto (losure option is selected, only an !dvice6,"+ shall be issued. Cowever, a #i ed +eposit )eceipt will be made available to the customer on specific re3uest.

,"-ment o# Interest on !i'ed De$osit

Interest on fi ed deposits is reckoned6paid at 3uarterly 6 monthly intervals and at the rate6s applicable as on the value date of opening of fi ed deposits, as the case may be, in accordance with with the rate fi ed by the Bank from time to time as also directives issued by )eserve Bank of India 0D)BID2. The interest may be paid either in a lump sum at the time of maturity or it may be paid every 3uarter or every month in accordance with the regulatory payments for payment of interest on the fi ed deposit. *here the interest is to be paid by the Bank in lump sum at the time of maturity, the fi ed deposit shall bear the yearly rate of interest on the fi ed deposit. The Bank may announce special rates for senior citizens and staff

,rem"ture.$"rti"% c%osure o# !i'ed De$osits

In the event of the fi ed deposit being closed before completing the original term of such deposit, interest will be paid at the rate applicable on the date of deposit for the period for which the deposit has remained with the Bank. The deposit may be sub.ect to penal rate of interest as prescribed by the Bank on the date of deposit. #or the deposit amount remaining after the part withdrawal, interest rate will be reset as the rate applicable for the amount remaining, for the original tenure, as prevailing on the date of opening of the deposit. hanother scheme of #i ed +eposit, the e isting deposit would be sub.ect to penal rate of interest as prescribed by the Bank on the date of deposit. Interest will be paid for the period the deposit has remained with the bank. The interest rate prevailing on date of re:investment of term deposit will be applicable for the new term deposit.

S"#e de$osit %oc)ers

! is Bank also provides the Safe deposit lockers services to their customer They (harge the interest on the total value for the safe deposit

!orei4n e'c&"n4e services

8roviding foreign e change is also a very vital function performed by the bank They are providing services such as providing fore to the customer who are traveling abroad.

Go%d ret"i%
This is nothing but a loan agaist the gold security, 9ow a days so many financial company and banks are providing the loan against the deposit of gold such as ,GTCGF #I9!9(1, II#F 1tc ! is bank also provides the such kind of services and they are providing the loan against the gold at a good interest rate.

DeM"t services
+emat account is an account which is used for the transaction of shares 9ormally if anybody wants to buy or sell the share of 9S1 or BS1, they re3uire a demate account for the transation Bank branch provides the demat accout facility to their customer

Acce$t"nce o# c%e"rin4 c&e1ues

This is also a routine bank function which provide the services to their customer The bank accept the che3ue of their customer for clearing and remit the fund to the third party after analysing the proper signature, name and !mount of the che3ue In case of non availability of fund, the che3ue can be bounce or dishonored, in such case the bank can charge the bank charges for their additional services

De%iver"b%es5 suc& "s c&e1ue boo)s5 debit c"rds5 ,I3s "nd $"ss0ords
This is also a very important function performed by the bank to provide the good service to their customer ! is bank delivers the che3ue book, +ebit card, (redit (ard, 8I9s and password to their customer-s registered address

Acce$t"nce o# 1ueries "nd com$%"ints

The branch also notes down the complaints and the 3ueries of their customers !nd they provide the 3uick action for sorting the 3ueries and complaints of their customers

Lon4 Term- S&ort Term Lo"ns

The bank branch also provises the following loans which are short term as well as the long term in nature i2 ii2 iii2 iv2 v2 vi2 Come Foan 8ersonal Foan Eehicle Foan 7old Foan Foan against Stock Business Foan

The interest rates depends upon the nature and period of the loan The bank strictly analyses and checks the all document with proper verification The bank also checks the present market value of the mortgage asset and after words the bank sanctions the loan

An"%-ses o# D"t" +espite the emergence of several other delivery channels e ternal to the bank, branch banking still remains its utility. This might be due to the advantage of the location of branches en.oyed by the customer. !lso, in the current state of development the alternate channels have limited service capabilities which make a branch an e tremely useful service and delivery outlet. ! branch is capable of handling diverse re3uirements of a customer in addition to pro.ecting the human feeling arising out of the personal relationship with the branch officials.

Conc%usion :In most of the banks, the front office activities that involve customer interaction are handled at the branches, for instance, cash receipts and payments, issue of ++ or lockers. The back office activities, such as clearing and account opening may be centralized at a different location away from the branch. !ctivities like clearing centralize payments of drafts and other instruments, which are related to the local area, may be grouped in to one centre. (ertain other activities that are common across centres may be performed at another place for the purpose of achieving efficiency of operation and controlling costs.

Discussion :O$inion :(ib%io4r"$&-.Re#erence :-

Cow fre3uently do you use the following services per monthH I never use t&is Less t&"n 6 6 to 7 7 to 8 service time times times Eisiting the bank branch Telephone banking "nline banking

8 to 69 times

Over 69 times

:!i%ter #or0"rdin4 to t&e "ssoci"ted $"4e :

If the respondent never use online banking services, the respondent is forwarded to page ;

I9e t step for the respondent / 8age J

Ads not by this site

;. 8age ;

Back to summary 5;.*hy have you never used online banking servicesH 0Several answers possible2 I#or the )espondent : The different possible answer choices are presented in r"ndom order. +o not have Internet at home +on-t trust internet services when it comes to managing my money "nline services don-t enable me to do what I want to do I prefer to have personal human relation #ind the process to difficult "ther, please specify/ I9e t step for the respondent / (onclusion

J. 8age J

Back to summary 5J. *hat online banking operations do you use the mostH ;isitin4 Te%e$&one br"nc& b"n)in4 8ay bills (onsult balance6bank statements 8rint bank slip or statement "pen an account Bank transfer Investments Savings Insurance Foans and ,ortgages (ontact your bank advisor 5<.+o you trust banks that only operate onlineH (ompletely Somewhat +ubious 9ot at all 5?.+o you trust the security of online banking servicesH (ompletely Somewhat +ubious

On%ine b"n)in4

Ot&er *m"i%5 ATM5 etc<+

9ot at all 5K.+o you think that human contact is important for banking relationH (ompletely Somewhat Gnsure 9ot at all I9e t step for the respondent / 9e t 8age <. 8age <

Back to summary 5=.*hat are for you the ; main disadvantages of online bankingH I#or the )espondent : The different possible answer choices are presented in r"ndom order. "verall difficulty of using online banking system Fack of assistance Security concerns Fimited service 0doesn-t enable all banking operations2 Impersonality of the service +ependence on internet service Gnreliable 9o +isadvantages 5L.*hat are for you the main ; disadvantages of visiting a bank branchH I#or the )espondent : The different possible answer choices are presented in r"ndom order. *aiting +istance 0pro imity problem2 "pening times 5uality of services 9o +isadvantages 5M.*hat would encourage you to use more the online banking servicesH 0Several answers possible2 I#or the )espondent : The different possible answer choices are presented in r"ndom order. )ewards 0discounted fees for certain services2 Simpler6clearer service Cigher security 8hone aid when setting up #ree transactions 9othing else, I already often use online banking services

5>. *hich Sector bank do you have your accountH 8ublic 0 8rivate 0 Both 0 5;. In which bank do you have your !ccountH >. ;. J. <. 5J. *hich type of account do you have in the bankH Saving 0 (urrent 0 +emat 0 #.+ 0 Salary 0 5< In (ase you have yours !ccount in more than one a Bank which one is your most preferred bank 07ive only one bank2 5?. )ank the selection criteria for opening account with bankH Brand Image 0 Services 0 Focation 0 (harges 0 5K. &indly rank the reasons for yours preference in this particular bankH 5uick and fast services 0 Focation 0 #riendly Behavior 0 )eliability 0 5=. *hich facilities are you availing at your bankH !tm6+ebit card 0 (redit card 0 Insurance 0 ,obile Banking 0 5L.Cow often do you use debit card to shopH "ccasionally 0 9ever 0 5M. Cow much Satisfied are you with your bank-s overall performance H 1 cellent 0 Eery 7ood 0 7ood 0

5>N. !ny Specific services you e pect from your bank H 5>>.If an option is given to you, would you like to shift from the present BankH 'es 0 9o 0 5>;. +o you face any problem regarding the services provided by your preferred.