Beruflich Dokumente
Kultur Dokumente
Submitted by –
Amitabh Dixit
Roll No. 200501302
PGDM
Amity Business School
ACKNOWLEDGEMENT
organization.
Last but not least I would like to thank all the respondents for
incomplete.
2
Amitabh Dixit
SYNOPSIS
3
transparency are considered important and significant for
banks. Also, banks in India have started realizing the need
to be ‘customer focused’ that in turn leads to ‘customer
appreciation’,which is imperative for survival and growth.
The first change along this line was brought in by the foreign
banks with their emphasis on high quality and efficient
service combined with technological advantages like satellite
banking and tele-banking manned by skeletal staff and
lesser number of branches.
Over the last few years, the communication style too has
changed with respect to the banking industry.
Communication has shifted from branding the bank to
branding banking products, highlighting service
commitments, convenience, etc. Further, branding of
4
banking products such as home loans, consumer
durable loans, tele banking, ATMs, net banking etc
have started taking place, especially after the entry of
foreign banks and private sector banks which had the
advantage of the latest technology.
Market Share
Private/Foreign Standard
Banks Chartered Bank
4% 1%
Nationalized
Banks
95%
5
The Aim of Standard Chartered Bank is to increase it’s
market share by capturing the customers of the Other
Private Banks and the Nationalized Banks.
The share can also be increased if the Bank is successful in
convincing new people (children, students ,ect) to hold
accounts with the Bank.
6
7
SAVING ACCOUNT
• Interest Paid :
8
Interest is paid on quarterly rests.
• Eligibility :
Individuals
• Product Features :
9
Free Accidental Insurance from Royal Sundaram along
with the account.
• Facilities Available
Standing instructions
10
Issuance of traveller’s cheques
11
COMPANY PROFILE
12
tobacco from Sumatra, hemp in Manila and silk from
Yokohama.
13
enterepreneures who could not meet their
commitments.
Our Operation
14
Hong Kong continues to be of major importance to the
Group & contributes over 30% of total profit. With
around 80 branches in Hong Kong & strong
representation in China , standard Chartered – a note
issuing bank in Hing Kong - is well placed to continue
playing an important part in Greater China’s
development . The Group’s business there is managed
by a resident Group Executive Director.
Consumer Banking , Corporate & Institutional Banking
are managed out of Singapore each by Group
Executive Director resident in the island state. Other
East Asian countries of note for the Group are
Malasiya , Thailand where , in 1999 , the bank acquired a
75% interest & management control of Bank
Nakornthon & Taiwan.
15
in the customer’s time zones & providing network
linkage between Internationl Markets. This business has
continued to expand rapidly in Asia, Middle East, Africa
& increasingly in Latin America. It was strengthened in
March 1999 by the acquisition of the trade finance
operation of UBS.
16
DIFFERENT TYPES OF SAVING
ACCOUNTS BEING OFFERED BY
STANDARD CHARTERED BANK
17
over 25,000 outlets in India & over 10 million outlets
worldwide . It is even accompanied by special offers &
discounts that help the customer get more from his
money.
18
• Unparalleled Account Access…
• Shopping Convenience:
19
Fab-Deals : Special privileges for
shopping
ATM-cum-Debit Card
Charges Associated:
Annual charge of Rs 100
Over and above four free transactions from a
competitor bank ATM, a charge of Rs
50/transaction would be levied.
Features:
20
Deposit access card : Provides access to the
account through ATM’s and through purchase
at merchant outlets.
21
Positioning : a savings account that gives you
more value for your money.
KEY FEATURES
Free FIRC’s
Free remittances
22
All other features and benefits of the aXcess Plus
saving account
KEY VALUE
23
STANDARD CHARTERED FOR NRI
NRI PRODUCTS
24
2. Non Resident External Account (NRE)
25
Multiple Delivery Channels
Net Banking:
26
Net banking means carrying out banking transactions via the
Internet. Thus the need for a branch is completely
eliminated by technology. Also this helps in serving the
customer better and tailoring products better suited for the
customer.
Phone Banking:
Mobile Banking:
27
The Importance of Choosing a Correct
Distribution Channel
28
Use sophisticated experimental customer research to assess
the economic impact of tactics designed to change that
behaviour
Situation in India
29
use it to cross-sell its as well as others’ products. For
example, banks have already started dispensing railway
tickets, movie tickets through their ATMs.
30
INTERNET BANKING
INTRODUCTION
DRIVERS OF CHANGE
31
· Provide services offered by competitors
· Reduce customer attrition
32
issue of online banking. There is a dual requirement to
protect customers' privacy and protect against fraud.
A multi-layered security architecture comprising firewalls,
filtering routers, encryption and digital certification ensures
that account information is protected from unauthorised
access:
Firewalls and filtering routers ensure that only the legitimate
Internet users are allowed to access the system.
33
Strategic Alliances
34
The alliance can be struck between companies which would
normally be considered competitors.
35
Strategic priorities change over time
36
The expected cost of transactions routed through the
switch is to be under 10 rupees (21 cents U.S.) each, due to
the high volumes of transactions -- almost 100,000 per day.
Cashnet
37
designated Bharat Petroleum outlets in 10 cities across
India. There are also discounts up to 5 per cent for
purchases at In-and-Out department stores located at
Bharat Petroleum's petrol stations.
38
The Card holder will be entitled to special benefits such as of
STD/ISD deposit waiver, additional bonus and roaming
points to use of Orange products and services. With this card
the Orange subscriber also enjoy several offers such as
shopping, travel discounts and all other benefits of standard
chartered Card such as personal accident insurance, Global
ATM Access and cash advancement facility.
Under the alliance, India Post will market credit cards and
other consumer banking products of Standard Chartered
Bank through Data Post. While the partnership will enable
Standard Chartered to leverage the extensive national
network of post offices to distribute and market its products,
the post offices will also be the payment collection points for
the bank's credit card customers. The bank will also utilise
Speed Post extensively to send its credit cards to customers.
39
OBJECTIVES
40
6. Finally to draw the various conclusion and
recommendations on the basis of the study conducted on
specifically taking to consideration the services,
advertising and marketing strategies of the Bank.
41
THE RESULTS OF A SURVEY WHICH WAS
CONDUCTED ON 50 RESPONDENTS
HAVING SAVING ACCOUNTS IN
STANDARD CHARTERED BANK IS AS
FOLLOWED
Less than 6
Over 2 years months
6 months to 1
17% 3%
year
30%
1 to 2 years
50%
42
Another inference that we can draw from this study is that
couple of years the Bank has been actively acquiring new
customers as from the survey we can see that about 80% of
the customers have opened their accounts during the past
two years. The reason for this could be that during the past
two years the Bank has been able to convince many
prospective customers about the superior service it is able to
offer in comparison to competing Banks.
Another reason could be that the customer base of the Bank
has increased due to sheer word of mouth of the Banks
millions of satisfied customers.
Recommended by
Family/Friend
Brand Name/Reputation
34% of bank
44%
Advertisement
Branch near
16% 0%6% Office/Residence
Other Reasons
43
From the study conducted the factor which has come out
strongest in this regards is the “Other Reasons” getting
44% of the responses , going deeper into this response by
asking the respondent what is the factor they include in this
Other Reasons is that most people are not the deciding
factor when they open a saving account, this is done so by
their employers. The customer’s salary accounts are created
by the companies in which they work.
A very important inference that can be drawn from this is
that Standard Chartered Bank should be active in
maintaining close links with the corporate sector, this would
help the Bank get very profitable Corporate Accounts in
addition to the Saving Accounts..
44
This is an area of concern for the Bank as Standard
Chartered Bank has only 13 Branches which are located in
Delhi apart from this the All India figure for number of
Branches of Standard Chartered Bank is 57. This figure is
not very impressive when compared to Standard Chartered
Banks rivals ICICI Bank and HDFC Bank which have a
massive Delhi and All India branch presence.
The Bank must increase their Branch Presence in Especially
the Metro cities which the Bank is targeting. Apart from this
an effort should be made to increase Branch presence in the
potential profitable parts of the country.
The fifth factor which did not receive any responses was
“Advertisement” The respondents did not feel that
Advertisements prompted them to open accounts with the
Bank. This does not undermine the importance of
Advertisements when it comes to informing the customers of
the new products and offerings the Bank is providing.
In the later part of the study we do find out that the Bank
should be active when it comes to communicating with the
customers by way of Advertisement.
45
OTHER ACCOUNTS HELD
30
26
25
20
15 12
10 7
5
5
0
ICICI Bank HDFC Bank SBI Others
46
In the Other Banks category it included Government and
Private/Foreign Banks. In the Government Banks there were
Bank of Baroda, Punjab National Bank, Central Bank of
India. The Banks in the private sector included CITIBANK,
ABN Amro,HSBC,etc.
30 26
25
20 16
15
10 6
5 2
0 0
0
Visit Branch ATM Phone Drop Box Internet Door Step
Banking Banking
47
transactions, he could also use the facility of Phone Banking
or Internet Banking from the comfort of his home or office.
Apart from this some Banks Including Standard Chartered
Bank are provided with facility of Door Step Banking where
the customer can even deposit or withdraw cash without
ever having to leave his home.
From the study we can see more than half (more than
50%) of the total respondents feel that they interact most
with the Bank with the help of ATM. Banks prefer if it’s
Account holders use the ATM machines to do transaction
rather than coming to the Branch as the cost per transaction
is lower when using the ATM machine than using the branch.
Hence the importance of ATM cannot be overstated.
48
The Second most popular point of interaction that arises
from the study is the Branch with 32% of the respondents
favoring this option. Standard Chartered Bank is unique in
an aspect that it follows the “Any Branch Banking”
wherein the Account holder can use any of the Banks 246
Branches all over the country.
An aspect that customers really appreciate is the 24 hour
Branches and the 365 Days Branches of Standard
Chartered Bank. The 24 Hour Branch of Standard Chartered
Bank is located at Inner Circle Connaught Place New Delhi
apart from these Branches in Mumbai and other cities in
India.
Standard Chartered Bank is the only Bank which has the
facility of a 24 Hour Branch. As for a 365 Day Branch the
only Bank having this facility apart from Standard Chartered
Bank is ABN Amro Bank.
Standard Chartered Bank customers have the advantage of
being able to do Cash Transactions from Non-Branch,
this facility is provided by a select few Banks and popular
Banks like ICICI Bank and HDFC Bank do not provide this
service.
49
In the study it was seen that customers have mixed feeling
when it comes to Phone Banking as sometimes they do not
find it as an effective alternate to traditional forms of
Banking.
50
TIMES ATM USED PER WEEK
More than 4
times
10%
Less than 2
2 to 4 times times
40% 50%
The study has confirmed the fact that ATM is a very popular
means of Banking today , in fact it is the Most Frequent
Point of Interaction with the Bank. Banks prefer the use of
ATM as the cost per transaction is quite low as compared to
Branch Banking.
51
ATM machines of other Banks (4 free transactions only).Most
Account holders would not face much problem as even if
they are not able to find a Standard Chartered Bank ATM
machine they can use other Bank ATM without fearing that
they would have to pay Rs. 50 per transaction fee.
30 26
25
20
14
15
10
10
5
0 0
0
Very Satisfied Somewhat Neither Somewhat Very
Satisfied Satisfied nor Dissatisfied Dissatisfied
Dissatisfied
52
The most important thing is that no respondent has
complained that they are overall dissatisfied with the
bank. This is a very important finding because this shows
the effort Standard Chartered Bank puts in providing their
customers a superior service has not gone waste.
More than half of the total respondents (52%) say that they
are somewhat satisfied with the overall service of the Bank.
About 30% of the total respondents say that they are
Very Satisfied with their Overall Experience with the
Bank.
Hence about 82% of the Respondents are Satisfied
with their Overall Experience with the Bank.
53
SATISFACTION LEVEL WITH NUMBER OF
BRANCHES
25
20
20 16
15
10
10
4
5
0
0
Very Satisfied Somewhat Neither Somewhat Very
Satisfied Satisfied nor Dissatisfied Dissatisfied
Dissatisfied
54
Standard 57 13
Chartered Bank
ICICI Bank 400 33
HDFC Bank 201 19
IDBI 65 9
CITIBANK 126 9
HSBC 28 3
AMN Amro 9 3
UTI 70 -
GTB 91 5
From the above table we can see that ICICI Bank is the clear
winner when it comes to number of Branches in Delhi and on
an All India basis, following it is HDFC Bank. CITIBANK is
next when it comes to All India figure but it does not have
many Branches in Delhi.
If we look at the figures from strictly Delhi point of view
then we can infer Standard Chartered Bank has put in a lot
of effort on Delhi when number of Branches is concerned..
Nearly 23% of the total Branches of Standard
Chartered Bank are located in Delhi.
The corresponding figure for ICICI Bank is 8.25% , for HDFC
Bank is 9.45% , CITIBANK is 7.14%.
The reason for this may be the fact that Standard Chartered
Bank is a Bank which wants to cater to niche customers
who are willing to maintain a comparatively higher balance
in their accounts as compared to account holders of other
banks. Therefore Standard Chartered Bank is concentrating
on Metro cities like Delhi.
55
NAME OF CITY NO. OF BRANCHES
Delhi 13
Mumbai 13
Kolkota 14
Chennai 5
Bangalore 2
56
SATISFACTION LEVEL WITH NUMBER OF ATM
30 26
25
20
15
10
10 8
6
5
0
0
Very Satisfied Somewhat Neither Somewhat Very
Satisfied Satisfied nor Dissatisfied Dissatisfied
Dissatisfied
Before going into the analysis all the respondents who were
questioned were of the view that ATM machines
belonging to Standard Chartered Bank were very
Technologically Advanced are were very satisfied with the
performance and had not encountered many problems.
57
More than half of the total respondents (52%) were
Somewhat Dissatisfied with the number of ATM machines
Installed by Standard Chartered Bank.
While 12% of the respondents were Very Dissatisfied
with the number of machines in the city.
58
Standard 246 35
Chartered Bank
ICICI Bank 560 112
HDFC Bank 625 66
IDBI 350 43
CITIBANK 160 22
HSBC 103 21
AMN Amro 40 13
UTI 507 -
GTB 250 20
From the above table we can clearly see that HDFC Bank is
the Bank which has highest number of ATM machines on All
India basis, this is followed by ICICI Bank , then UTI.
From the above we can infer that with the exception of ICICI
Bank , Standard Chartered Bank has higher proportion
of it’s ATM machines in Delhi Region when compared
with other Banks.
59
SATISFACTION LEVEL WITH BANKING HOURS
(10 am to 7 pm)
25 22
20
14
15
10
10
4
5
0
0
Very Satisfied Somewhat Neither Somewhat Very
Satisfied Satisfied nor Dissatisfied Dissatisfied
Dissatisfied
60
cannot take the time out to visit the Bank during the normal
working hours and is also very handy during emergencies.
From the analysis of the data that has been collected from
Standard Chartered Bank Account holders we can see that
majority of the respondents are satisfied with the Average
Banking Hours.
61
HOURS
From the above table we can infer that ICICI Bank has the
highest Average Working Hours (12 Hours per Day) out of
all the Banks. This timings are very convenient for Account
holders who are working as this gives them an opportunity
to visit the Branch before their office starts and after their
office ends.
62
SATISFACTION LEVEL WITH PHONE
BANKING
25
20
20
14
15
10
10
6
5
0
0
Very Satisfied Somewhat Neither Somewhat Very
Satisfied Satisfied nor Dissatisfied Dissatisfied
Dissatisfied
63
The Account holders feel that even though Phone Banking is
useful in certain situations but is not a very effective way to
do Banking as there is no face to face interaction.
14 13
12
10
8 7
6
4
2 0 0 0
0
Very Satisfied Somewhat Neither Somewhat Very
Satisfied Satisfied nor Dissatisfied Dissatisfied
Dissatisfied
64
The Account holder has the convienience to do transaction
no matter where he is in the world at any time of the day.
Internet is the most cost effective medium of Banking from
the point of view of the Banks , it costs a fraction to the
Bank as compared to other mediums like Branch Banking or
ATM.
65
SATISFACTION LEVEL WITH BANK STAFF
25 23
20
15
15
10
10
5 2
0
0
Very Satisfied Somewhat Neither Somewhat Very
Satisfied Satisfied nor Dissatisfied Dissatisfied
Dissatisfied
66
The respondents who were Neither Satisfied nor
Dissatisfied are 20% of the total.
25 22
20 17
15 11
10
5
0 0
0
Very Satisfied Somewhat Neither Somewhat Very
Satisfied Satisfied nor Dissatisfied Dissatisfied
Dissatisfied
67
to correspondence from Bank reaching in time. The
percentage of respondents who were Very Dissatisfied
were 34% of the total, and 44% of the respondents were
Somewhat Dissatisfied.
Yes
18%
No
82%
68
3. The General perception in the mind of the average person
that their money is safer in a Nationalized Bank as
compared to a Private Sector Bank.
69
NAME OF BANK MINIMUM PENALTY FOR
BALANCE NON
MAINTENAN
CE OF
MINIMUM
BALANCE
Standard Chartered Bank INR. 10000 INR. 750 per
quarter
ICICI Bank INR. 5000 INR. 300 per
quarter
HDFC Bank INR. 5000 INR. 150-500 per
month
CITIBANK INR. 10000 INR. 250 per month
HSBC INR. 10000 INR. 300 per
quarter
ABN Amro INR. 10000 INR. 200-1800 per
month
IDBI Bank INR. 5000 INR. 100 per
quarter
UTI INR. 5000 INR. 200 per
quarter
GTB INR. 5000 INR.150 per quarter
70
SHOULD BANK BE MORE AGGRESSIVE IN
ADVERTISING IT’S PRODUCTS ?
No
32%
Yes
68%
But from the past few years with the entrance of Foreign
Multinational Banks like Standard Chartered Bank and
growth of Large Indian Private Sector Banks like ICICI
Bank , HDFC Bank , etc the customers have got a lot of
71
choice. Each of these Banks offer it’s customers
Differentiated product . In a sense today the Market of
Saving Account Exhibits some features of Monopolistic
Competition .
72
WOULD CUSTOMER RECOMMEND THE
BANK TO ACQUAINTANCES ?
No
26%
Yes
74%
73
The results are Quite encouraging for Standard Chartered
Bank , About three- forth of the total respondents (74%)
said they would Recommend the Bank to people they
know , while 26% felt they would not recommend the
Bank as they were not satisfied with the services offered by
Standard Chartered Bank.
74
THE RESULTS OF A GENERAL SURVEY
WHICH WAS CONDUCTED ON 105
RESPONDENTS BELONGING TO 10
DIFFERENT BANKS IS AS FOLLOWS
BANKS STUDIED
BANKS STUDIED
25
20 20
20
15
10 10 10 10 10
10
5 5 5
5
0
k
nk
nk
BI
ro
B
C
B
SB
an
AN
BO
SB
PN
ID
Ba
Am
Ba
IB
IB
H
FC
a
IC
N
IT
hr
AB
IC
C
D
d
H
An
75
NAME OF BANK NUMBER OF
RESPONDENTS
ICICI Bank 20
HDFC Bank 20
CITIBANK 10
ABN Amro 10
HSBC 10
IDBI 10
State Bank of India 10
Punjab National Bank 5
Andhra Bank 5
Bank of Baroda 5
TOTAL 105
76
ATM FACILITY PROVIDED BY BANK ?
No
14%
Yes
86%
77
Overall 86% of the total respondents studied use the ATM
facility provided by the Bank , while 14% of the
respondents did not use ATM facility. This entire 14%
segment represented account holders from the Government
Sector Banks.
More than 4
times
14%
78
As it has already being studied in the earlier part of the
study specifically dealing with the Standard Chartered Bank
Account holders , the per week ATM usage is studied to
access what is the frequency with which ATM machines are
used by Account holders of different Banks.
79
MOST FREQUENT POINT OF INTERACTION
WITH BANK
50 45
40
32
30
20
20
8
10
0
0
Visit Branch ATM Phone Drop Box Internet
Banking Banking
80
Banks in the Private and Government sector provide to their
customers with different types of medium through which
they can interact with the Bank.
Overall the medium which has come out as the most popular
point of interaction with Banks is the ATM Facility with
42.85% of the respondents choosing this option.
81
19.05% of the respondents choosing this as the most
frequent point of interaction.
ATMDécor of Bank
12% 0%
Courteous Staff
26% Efficient service
62%
82
If the service provider is able to know what is the most
important of these above four important variables , it would
help the Bank improve it’s service levels in the future. But
this would be useful for the Bank only when the Bank is
itself honest in admitting where they are not performing as
well as they should be.
83
ATM service of the Bank be studied, this includes not only
the number of ATM machines installed by the Bank , but also
how technologically advanced the machines are (number of
transaction that can be done with the ATM Facility), the
effort Bank undertakes to maintain the machines and also
the overall experience of the Account holder with the
service.
The percentage of respondent considering the ATM service
as most important were 12% of the total sample size.
84
FACTOR HAVING MOST BEARING ON
CHOOSING A BANK
Rate of Interest
Others Offered
Branch near
16% 3%
Office/Residenc
e
36%
Reputation of
Bank
45%
All Banks are keen to find out that one reason that made a
prospective client make up their mind to open an Account
with the Bank, this is a very important aspect but the truth
of the matter is that there is no single one reason which
convinced the customer to open an account with the Bank ,
a variety of reasons in acting in tandem help a prospective
customer make up his mind.
85
The most important factor according to responses that have
been collected from account holders belonging to different
Banks is the Reputation the Bank commands in the market.
This reputation does not come overnight , service
organization especially Banks have to work for decades
before which they are able to earn the recognition and trust
of the public. They have to do business Ethically and totally
within the perview of law before which they can earn
goodwill of the people. Any breach on part of the Bank might
adversely affect the Banks Reputation beyond repair.
Nearly half of the entire sample (45%) considered
Reputation of the Bank as the key factor which helped
them choose their Bank.
86
offered Bank is extremely important when it comes to
investing in other Bank products like Fixed Deposit Accounts
(F.D. Accounts).
No
21%
Yes
79%
87
Also these respondents felt that the Banks in the Private
sector were much more flexible than their Government
counterparts when dealing with customers were
concerned.
Private sector Banks are much more proactive when it
comes to offering it’s customers new-age methods of
Banking like ATM Facility , Internet Banking , Phone
Banking, These services make the life of Account holders
much easier.
88
IS MONEY MORE SAFE IN A
NATIONALIZED BANK RATHER THAN A
PRIVATE BANK ?
50 45
40 33
30
20
20
7
10
0
0
Strongly Agree Neither Agree Disagree Strongly
Agree nor Disagree Disagree
89
clients have the feeling that Private sector Banks are not as
safe as their Government counterparts.
90
DOES ADVERTISEMENT HAVE BEARING ON
CHOICE OF BANK ?
Yes
31%
No
69%
91
More than 69% of the respondents felt Advertisement
is important while the balance 31% felt the opposite.
No
41%
Yes
59%
92
card , free insurance or some other of the Banks products. It
is seen these incentives have some effect on convincing the
customer to open an account with the Bank.
POSITIVE ASPECTS
One more Bank which allows it’s customers two free use
of other Bank machine is ABN Amro Bank. All other Banks
charge their customers if they use other Bank machines.
93
corresponding figure for ABN Amro is 40 and 13
respectively.
94
The Account holders are very satisfied with these facilities
offered by Standard Chartered Bank.
95
CONCLUSION
96
Value Saving Account is targeted at high income
customers, the minimum balance requirement is RS.
50000.
97
9. The Bank has tied up with other Banks so that it’s
customers can use other Bank’s ATM facility for free (four
free transactions)
10. The Bank also provides DEMAT account and also sells Mutual
Funds , this provides the Bank and Government additional
revenue.
13. The Biggest competitors of the Bank are ICICI Bank and
HDFC Bank.
98
GENERAL FINDINGS
1. ATM Facility is more widely used by customers belonging
to Private/Foreign Banks as compared to Government
Banks.
99
SUGGESTIONS
100
5. Account holders of Standard Chartered Bank often have
experienced that there is a delay on the part of the Bank
to dispatch correspondence meant for the Account holder.
101
Account holders feel that the Bank is quick to give offers
to it’s customers only when it feels that customer is going
to stop doing business with the Bank.
102
16. It was observed that during the Branch visits there was
insufficient or waning management support , this aspect
needs to be looked into
103
104
THE SURVEY OF CUSTOMERS OF TEN
DIFFERENT BANKS REVEALED CERTAIN
INFORMATION REGARDING SERVICE
QUALITY OF THESE BANKS
ICICI Bank
ATM Facility:
Employees:
Phone Banking
105
participated in the study. Many of the respondents
interviewed were not satisfied by the Phone Banking Facility.
The Account holders at ICICI Bank felt that there was a time
lag between when problem is reported at Phone Banking and
when it is resolved.
Internet Banking
Positive Aspects
Negitive Aspects
HDFC Bank
ATM Facility
106
The HDFC Bank Account holders who were included in the
study were extremely satisfied with the ATM Facility
provided by the Bank. HDFC Bank has a extremely large
number of ATM machines located All over India. The
machines operated by the Bank are technologically
advanced and a large number of transactions can be carried
out on the machines.
Employees
Phone Banking
Internet Banking
Positive Aspects
107
The Account holders of HDFC Bank feel very impressed by
the Customer Service of the Bank.
CITIBANK
ATM Facility
Employees
108
CITIBANK highly useful. Majority of the customers were
highly satisfied with these facilities.
Through Internet Banking the Account holders in CITIBANK
could do all transactions while sitting at home , they could
get cheque books , demand drafts while sitting at home with
the help of these service.
These mediums of Banking are encouraged to be used as
CITIBANK wants to minimize Branch Banking.
Positive Aspects
Negitive Aspects
109
Some customers of the Bank felt that as far as standardized
services were concerned CITIBANK did a good job , But
when customized services needed to be provided CITIBANK
was not up to the mark.
HSBC Bank
ATM Facility
Employees
110
Positive Aspects
ABN Amro Bank does not have many branches and ATM
machines located all over India. The number of Branches
that the Bank operates is 3 in Delhi and 9 All over India. The
tally for the ATM machines is 13 and 40 respectively.
The Account holders of ABN Amro Bank are satisfied with the
ATM machines installed by the Bank. They have had a
trouble free experience while dealing with the machines. The
ATM machines are Technologically advanced and were well
maintained.
Employees
Positive Aspect
111
IDBI Bank
ATM Facility
Employees
Positive Aspect
112
Employees
Internet Banking
Phone Banking
Positive Aspect
Negative Aspects
113
Punjab National Bank
ATM Facility and Branches
Employees
Bank of Baroda
ATM Facility
There are very few ATM Branches that have been set up by
the Bank.
Employees
Positive Aspects
114
It has a Forward Looking Approach. Bank of Baroda
introduced the BOB Card (Credit Card) long before Private
Sector banks introduced Credit Cards in India.
Andhra Bank
ATM Facility
Employees
115
LIMITATIONS
116
bank, the senior officials and department heads of the
bank were not very co-operative. They were engrossed in
their work that they could hardly spare much time for
detailed discussions.
117
BIBLOGRAPHY
There was immense need and flow of the information while
conducting the analysis as well as while writing the thesis
report, which was gathered through various sources
mentioned below:
Internet
A&M
Outlook
Financial Times
The Economic Times
The Times of India
The Hindustan Times
Reference Books-
118
Journals, Broachers and various other documents gathered
and collected from bank and various other sources such as
ATM centers and associates.
119
APPENDEX
QUESTIONNAIRE
NAME
ADDRESS
AGE
Below 25 years 25 to 40 35 to 50 50 to 60 Above 60 years
OCCUPATION
Business Professional Service student Others
ANNUAL INCOME
Less than 1.5 lakhs 1.5 lakhs to 3 lakhs 3 lakhs to 5 lakhs Above 5 lakhs
1) For how long have you held a saving account with the bank?
Recommended by family/friends
Advertisement
120
In addition to the above account do you hold a saving account in some other bank?
If yes please specify below.
Visit Branch
ATM
Phone Banking
Drop Box
Internet Banking
Rate your Satisfaction level on the following specific parameters regarding the
services offered by Standard Chartered Bank.
Overall
Satisfaction
Level
Number of
Branches
Number of
ATM
Banking
Hours(Avg.
10am-
7pm.)
Phone
Banking
Internet
Banking
Bank Staff
(courteous,
qualified)
Efficiency in
handling
daily
transaction
Statements
reach in
121
time
Yes No
Yes No
Yes No
Are there any suggestions which according to you will make the services of the bank
better? If yes please specify in the space below.
122
The Questionnaire below was used for Non-Standard Chartered Bank account holders.
Responses of 105 Account holders were taken using this Questionnaire.
QUESTIONNAIRE
NAME
ADDRESS
AGE
Below 25 years 25 to 40 35 to 50 50 to 60 Above 60 years
OCCUPATION
Business Professional Service student Others
ANNUAL INCOME
Less than 1.5 lakhs 1.5 lakhs to 3 lakhs 3 lakhs to 5 lakhs Above 5 lakhs
Yes No
3) Out of the above accounts which do you use most frequently ?(please specify)
4) Apart from saving in a bank account where do you invest your money?
Land/Property
123
Jewellery
Yes No
Visit Branch
ATM
Phone Banking
Drop Box
Internet Banking
8) Rate your Satisfaction level on the following specific parameters regarding the
services offered by the Bank.
Overall
Satisfaction
Level
Number of
Branches
Number of
ATM
Banking
Hours
Phone
Banking
Internet
Banking
Bank Staff
124
(courteous,
qualified)
Efficiency in
handling
daily
transaction
Statements
reach in time
Rank the following according to the importance you attach to the following parameters.
Efficient/Instantaneous service
Friendly/Qualified staff
Décor/Atmosphere of bank
Which of the factor do you consider most important in your choice of bank?
11) Do you believe that Private/Foreign banks provide superior services than Nationalized banks?
Yes No
12) Do you agree with the view that your money would be more safe in a Nationalized bank rather than a
foreign bank.
Strongly Agree
Agree
Neither Agree Nor Disagree
Disagree
Strongly Disagree
125
13) Are you influenced by advertisements in your choice of bank?
Yes No
14) Do additional schemes/benefits (free insurance, free debit card, privileges/discounts on use of debit
card, etc.) offered by banks have a bearing on your decision when you open a saving bank account?
Yes No
126