Dissertation (Finance)

On
“A STUDY ON EFFECTIVNESS OF SERVICES

PROVIDED BY INDIAN OVERSEAS BANK”
INDIAN OVERSEAS BANK

“Good People to Grow
With”
SUBMITTED BY
IPSITA MOHANTY
Roll no. : 0806260032
Session: 2008-10
Under the guidance of
Miss R.Parimala Prof. Sree Kumar

Marketing Manager Faculty member,RIMS
IOB
As a partial fulfillment for the award of
Master of Business Administration
UNDER
BIJU PATNAIK UNIVERSITY OF

TECHNOLOGY,
1 Rourkela Institute of Management Studies, Rourkela

ROURKELA
DECLARATION
I, Ipsita Mohanty do here by declare that the project work entitled “ A STUDY ON
EFFECTIVENESS OF SERVICES PROVIDED BY INDIAN OVERSEAS BANK” at
Bhubaneswar being done by me is the result of my own fieldwork research and analysis for
my Dissertation report for the fulfillment of the requirement for the Master of Business
Administration((MBA).
All my findings and analysis are original and true to the best of my knowledge and it is not
submitted to any other institution or published anywhere before.
Date: Ipsita Mohanty

Place: Signature

ACKNOWLEDGEMENT
Exchange of ideas always generate new object to work in a better way and when a person is
helped and show co-operation by other the heart is bound to pay gratitude and obligation to
them.
First of all I would like to thanks God for his blessings and grace which he has bestowed on
me that enabled me to complete this project report. I pay my heartfelt thanks and sincere
gratitude to Miss R Parimala, Marketing Manager of INDIAN OVERSEAS BANK (my
corporate guide) for rendering valuable advice and providing me all possible Help to
undertake this project report.
I also thankful to our internal guide Dr.Sreekumar for providing me great insight into the
project and for sparing his valuable time with me. Without his cooperation it was impossible
to complete the project.
At last I would like to thank my family and friends for their constant support and
Guidance.
IPSITA MOHANTY
M.B.A, Marketing
Regd.No _0806260032
RIMS, ROURKELA

CONTENTS
S.NO. PARTICULAR PAGE NO.
CHAPTER-1 1.1 Executive Summery 5
CHAPTER-2 2.1 Introduction 7-9

2.2 Objective of the study 10
2.3 Scope of the study 11
2.4 Market universe 12-13
2.5 Market competition strategy 13-15
3.1 Company Background 17-19

CHAPTER-3 3.2 Company Profile 20
3.3 Growth of the organization 21-23
3.4 Detailed product line 23-43
4.1 Research methodology 44-45

CHAPTER-4 4.2 Data analysis and interpretation 46-52
4.3 SWOT analysis 53-54
4.4 Findings and suggestion 54-55
5.1 Conclusion 56
CHAPTER-5 5.2 Limitation of the study 57
5.3 Bibliography
57
5.4 Questionnaire 58-59

EXECUTIVE SUMMARY
This project talks about the different aspects of Indian Overseas Bank. It covers both the
operation and sales perspective of the bank.
Then comes the objective of study, following the introduction of the study, where the concept
of marketing of products & services & then the difference between the traditional banking

& modern banking have been discussed. Next are the section of company profile and its
growth & the detailed product line of the bank.
There after comes the research methodology part, in order to complete this research a
survey was conducted and the main objective is to find out the target customer as well as to
know the customers awareness, and perception regarding Indian Overseas Bank at
Bhubaneswar.
The principal methodology adopted in this project was conclusive survey, which was
conducted with the help of questionnaire for the collection of primary data. Internet,
magazine, journals, etc. are used for secondary data. All the procedures are collectively
compiled followed by a questionnaire consists of seven questions to reach at the objective.
The data has been collected from 60-70 customers as a sample.
The findings and recommendations from this report would be useful and beneficiary for the
organization. It may help to identify and understood customers as well as present or potential
future needs of the customer and adopt suitable measures for the satisfaction about their
product and services.
CHAPTER -2
2.1 INTRODUCTION
2.2 OBJECTIVE OF THE STUDY

2.3 SCOPE OF THE STUDY
2.4 MARKET UNIVERSE
2.5 MARKET COMPETITION STRATEGY
INTRODUCTION OF THE STUDY
“Marketing is a basic that, it can’t be considered a separate function. It is the whole business
seen from the point of view of its final result that is the consumer point of View.”
_ Peter Drucker_
Marketing is about identifying and meeting human and social needs. One of the shortest good
definitions of marketing is “meeting needs profitably.”

Marketing is an organizational function and a set of processes for creating, communicating,
and delivering value to customers and for managing customer relationships in ways that
benefit the organization and its stakeholders.
Marketing people generally market ten types of entities, such as

• Goods
• Services
• Events
• Experiences
• Persons
• Places
• Properties
• Organizations
• Information
• Ideas
Now a day’s not only goods but also services are marketed. Services include the work of
airlines, hotels, accountants, lawyers, engineers, doctors, software programmers, management
consultants and bankers.
The services provided by various banks are also marketed by various marketing managers in
order to differentiate their services. So marketing also plays an important role in banking
sector.
A system of trading in money which involved safeguarding deposits and making Funds
available for borrowers is called Banking.
Banking means accepting for the purpose of lending or investment of deposits of money
from public, repayable on demand or otherwise and withdraw able by cheque,order and
otherwise.
Banking developed in the middle ages in response to the growing need for credit in
commerce.

Now a day a number of banks provide banking service to public. The Banks are of two types.
Such as; Public Sector Bank and Private Sector Bank
Public Sector Banks are those banks in which Govt. has 50% share capital and Govt.
Plays a major role in managing a bank i.e. the bank is regulated by the rules and regulations
of Govt... All Nationalized banks are public sector banks.
Some of the public sector banks are

• STATE BANK OF INDIA
• INDIAN OVERSEAS BANK
• PUNJAB NATIONAL BANK
• ANDHRA BANK
• UNION BANK OF INDIA
Private sector banks are those banks which are regulated and managed by the rules and
regulations of Reserve Bank of India and Govt., but Govt. has no share capital in these
banks. These are the private people who have their share capital in these banks. Some of the
examples of private sector banks are
• AXIS Bank
• ICICI Bank
• IDBI
• HDFC
All these banks may be public or may be private provide various services
to public. The banks provide following services:
• Deposit of money
• Lending of money
This type of banking is called Traditional banking.
But now a day the traditional banking is converted into modern banking due to development
in technology. The modern banking includes

• On line banking
• Telephone banking
• Merchant banking
• Payment of tax
• Life and non life insurance
• Provident fund
• Mutual fund
This modern banking is adopted by every bank in order to provide better facility to
customers. The banking sectors are the service units, so these are focusing on better quality
service which they provide to customers.
Now a day’s competition is everywhere. So there is also competition in the banking sector.
In the present marketing scenario customer is regarded as a key and the customer are the
backbone of the company.
Many sorts of marketing activities are guided and directed towards customer. So in
order to attract customers towards them, the banks provide various facilities, such as
besides banking banks also deal with various Para banking products like Gold coin,
Debit card, Credit card, Life insurance and Non life insurance etc. . .
OBJECTIVE OF THE STUDY

Proper planning is the key to success. So before taking up an assignment, it becomes
important to ascertain the prime goal and objectives of the same should be clear before the
research has to be conducted, the objective of the study should be clear so that the work
proceeds scientifically and well directed.
In the ensuring project, some of the main objectives include:

 To study the awareness about the bank.
 To discuss the various Para banking products of the bank.
 To study the knowledge level of customers about the Para banking products of the
bank.
 To study the loyalty status of the bank in the banking sector.
 To know the market share of the bank.
 To understand the feedback of complaint from customer to bank.
SCOPE OF THE STUDY
The main scope of the project is

• The Indian overseas bank makes its future strategies considering the perception of
customers regarding services & products.
• The Indian overseas bank creates more value addition in its services for its
customers.
• The Indian overseas bank started para banking services in rural areas to create
more customers.
• The Indian overseas bank provides various schemes to promote the investors.
MARKET UNIVERSE
The American Marketing Association defines marketing as “the process of planning and
executing the conception, pricing, promotion, and distribution of ideas, goods, and services to
create exchanges that satisfy individual and organizational objectives.”
Marketing involves, but is not limited to, such diverse activities as selling, marketing-
information management, advertising, product design, distribution, pricing, purchasing, and
financing. It is performed in profit and nonprofit businesses, organizations, and agencies of

all types and sizes. Marketing is, therefore, a multi-faceted, critical business function that is
interwoven with such social sciences as economics, psychology, and sociology. Its
successful performance depends on the application of mathematics and communication skills
and the use of critical thinking and problem solving.
Marketing is characterized as dynamic and changing. However, the pace at which
marketing is changing has accelerated due to environmental shifts taking place in the
business world: downsizing, outsourcing, mergers, international competition, world markets,
and technological innovations.
Marketing needs a framework that begins and ends with customer. Marketing tools by
themselves do not achieve marketing objectives. There is an intermediate step between the
Deployment of marketing tools and achievement of marketing objectives. A marketing
network consists of the company and its supporting stakeholders (customers, suppliers,
distributors, retailers, ad-agencies and others). The operating principal is simple: build an
effective network of relationships with key stakeholders, and profit will follow.
A set of marketing tools the firm uses to pursue its marketing objectives are called marketing
mix. These tools can be classified into four groups which are called the4 P’s of marketing.
They are:
• PRODUCT
• PRICE
• PLACE
• PROMOTION
These 4 P’s are also known as 4A’s and 4C’s of marketing.

4P’s 4A’s 4C’s
PRODUCT ACCEPTABILITY CUSTOMER VALUE
PRICE AFFORDABILITY CUSTOMER COST
PLACE ACCESSIBILITY CUSTOMER

CONVENIENCE
PROMOTION AWARENESS CUSTOMER

COMMUNICATION
MARKET COMPETITION STRATEGY
In the Banking sector scenario, Know your customer is one of the important marketing
strategies to maintain the proper information about the customers.
Know your customer (KYC) is the due diligence and bank regulation that financial
institutions and other regulated companies must perform to identify their clients and ascertain
relevant information pertinent to doing financial business with them.
In the USA, KYC is typically a policy implemented to conform to a customer identification

programme mandated under the Bank Secrecy Act and USA PATRIOT Act.
Know your customer policies have becoming increasingly important globally to prevent
identity theft fraud, money laundering and terrorist financing. In a simple form these rules
may equate to answering twelve questions, but this is the tip of the iceberg and regulators
now expect much more.
KYC should not be thought of as a form to be filled - it is a process to be undergone from the
start of a customer relationship to the end.

One aspect of KYC checking is to verify that the customer is not on any list of known
fraudsters, terrorists or money launderers, such as the Office of Foreign Assets Control’s
Specially Designated Nationals list.
This list contains thousands of entries and is updated at least monthly. As well as sanctions
lists there are lists of third party vendors that track links between persons regarded as high-
risk owing to negative reports in the media about them or in public records.
Beyond name matching, a key aspect of KYC controls is to monitor transactions of a

customer against their recorded profile, history on the customers account(s) and with peers.
Banks doing KYC monitoring for anti-money laundering (AML) and Counter-Terrorism
Financing (CTF) purposes increasingly use specialized transaction monitoring software,
particularly names analysis software and trend monitoring software. The generated alerts
identify unusual activity which is then subject to due diligence or enhanced due diligence
(EDD) processes that use internal and external sources of information on the subject,
including the internet. This helps to determine whether a transaction or activity is suspicious
and requires reporting to the authorities. In the US, it would require Suspicious Activity
Reporting (SAR) filing to Financial Crimes Enforcement Network (FinCEN). In the UK, it
would require a report to Serious Organized Crime Agency (SOCA).
Banking sector in India
On modern times banking was started by the English agency houses of Kolkata &
Mumbai and was functioning on the bases of unlimited liability. They issued currency untill
this function was withdrawn by the government in 1862. In 1860 the principal of limited

liability for banks was accepted under Indian Law. Subsequently there was a sprut in
establishment of banking companies. The Swedish movement gave a fillip of Indian joint
stock banking companies and several of the present leading banks were established around
this time. During the period 1890-1934, the no. of banks with paid up capital of Rs.1 lakh to
Rs.5 lakhs increased from 23 to 69. Indian joint stock banks specialized in providing of short
term credit for trade mainly in the form of cash credit & overdrafts.
The Indian banks also did not undertake foreign exchange business; Foreign exchange
business was the monopoly of 17 foreign banks in India. These were engaged mainly in
financing of foreign trade. They also had a significant share in financing of internal trade.
The RBI Act was passed in 1934 & RBI came into force in 1935. In 1949 it was marked by
efforts of RBI towards institutionalization of savings to adapt the credit system to needs of
the economy. This period witnessed consolidation of banking structure and emergence of
large commercial banks through mergers & acquisition.

CHAPTER -3
3.1 COMPANY BACKGROUND
3.2 COMPANY PROFILE
3.3 GROWTH OF THE ORGANISATION
3.4 DETAILED PRODUCTLINE
COMPANY BACKGROUND
Established in 1937, Indian Overseas Bank (IOB) is a leading bank based in Chennai,
India. IOB had the distinction of simultaneously commencing operations in three branches at

Karaikudi, Chennai, and Yangon (Myanmar). Since IOB aimed to encourage overseas
banking and foreign exchange operations, it soon opened its branches in Penang and
Singapore. Today, Indian Overseas Bank boasts of a vast domain in banking sector with over
1400 domestic branches & 6 overseas. .
IOB was the first bank to venture into consumer credit, as it introduced the popular
Personal Loan scheme. In 1964, the Bank started computerization in the areas of inter-branch
reconciliation and provident fund accounts. Indian Overseas Bank was one of the 14 major
banks which were nationalized in 1969. After nationalization, the Bank emphasized on
opening its branches in rural parts of India. In 1979, IOB opened a Foreign Currency Banking
Unit in the free trade zone in Colombo.
In the year 2000, Indian Overseas Band undertook an initial public offering (IPO) that
brought the government's share in the bank's equity down to 75%. The equity shares of IOB
are listed in the Madras Stock Exchange (Regional), Bombay Stock Exchange, and
National Stock Exchange of India Ltd., Mumbai. Since its inception, IOB has absorbed
various banks including the latest — Bharat Overseas Bank — in 2007.
The Bank's IT department has developed software, which is used by its 1200 branches to
provide online banking to customers. Indian Overseas Bank also has a network of about 500
ATMs throughout India. Its International VISA Debit Card is accepted at all ATMs
belonging to the Cash Tree and NFS networks. IOB also offers Internet Banking; it's one of
the banks that the Govt. of India has approved for online payment of taxes.
Indian Overseas Bank offers investment options like Mutual Funds and Shares. It provides a
wide range of consumer and commercial banking services, including Savings Account,
Current Account, Depositary Services, VISA Cards, Credit Cards, Debit Cards, Online
Banking, Any Branch Banking, Home Loans, NRI Account, Agricultural Loans, Payment of
Bills / Taxes, Provident Fund Scheme, Forex Collection services, Retail loan etc.
• 1937: Shri.M.Ct.M. Chidambaram Chettyar establishes the Indian Overseas Bank

(IOB) to encourage overseas banking and foreign exchange operations. IOB started up

simultaneously at three branches, one each in Karaikudi, Madras (Chennai) and Rangoon
(Yangon). It then quickly opened a branch in Penang and another in Singapore. The bank
served the Nattukottai Chettiars, who were a mercantile class that at the time had spread
from Chettinad in Tamil Nadu state to Ceylon (Sri Lanka), Burma (Myanmar), Malaya,
Singapore, Java, Sumatra, and Saigon. As a result, from the beginning IOB specialized in
foreign exchange and overseas banking.
• 1960s: The banking sector in India was consolidating by the merger of weak private
sector banks with the stronger ones; IOB absorbed five banks, including Kulitali Bank
(est. 1933).
• 1969: The Government of India nationalized IOB. At one point, probably before
nationalization, IOB had twenty of its eighty branches located overseas. After
nationalization it, like all the nationalized banks, turned inward, emphasizing the
opening of branches in rural India.
• 1988-89: IOB acquired Bank of Tamil Nadu in a rescue.
• 2000: IOB engaged in an initial public offering (IPO) that brought the government's
share in the bank's equity down to 75%.
International expansion
• 1937-38: As mentioned above, IOB was international from its inception with branches
in Rangoon, Penang, and Singapore.
• 1941: IOB opened a branch in Malaya that presumably closed almost immediately
because of the war.
• 1946: IOB opened a branch in Ceylon.
• 1947: IOB opened a branch in Bangkok and re-opened others.
• 1948: United Commercial Bank (see below) opened a branch in Malaya.
• 1949: IOB opened a branch in Bangkok.
• 1963: The Burmese government nationalized IOB’s branch in Rangoon.

• 1973: IOB, Indian Bank and United Commercial Bank established United Asian Bank
Berhad in Malaysia. (Indian Bank had been operating in Malaysia since 1941 and
United Commercial Bank Limited had been operating there since 1948).
• The banks set up United Asian to comply with the Banking Law in Malaysia, which
prohibited foreign government banks from operating in the country. Also, IOB and
six Indian private banks established Bharat Overseas Bank as a Chennai-based private
bank to take over IOB's Bangkok branch.
• 1977: IOB opened a branch in Seoul.
• 1979: IOB opened a Foreign Currency Banking Unit in Colombo, Sri Lanka.
• 1992: Bank of Commerce (BOC), a Malaysian bank, acquired United Asian Bank
(UAB).
• 1999: Bank of Commerce (BOC) merged with Bank Bumiputra Malaysia to form
Bumiputra-Commerce Bank (BCB) Berhad.
• 2005: BCB integrates with CIMB which the company is own by the Datuk Seri Nazir
Razak who is the youngest son of Malaysia's second (former) Prime Minister Tun
Abdul Razak from 1970 - 1976 and youngest brother of today's (2005) deputy prime
minister Dato Seri Najib Tun Razak.
• 2007: IOB takes over Bharat Overseas Bank
COMPANY PROFILE
Year of Establishment: 10th February 1937
 Founder of the bank: Mr.M.Ct.M. Chidambaram Chettiyar

 Chair man of the bank: Mr. S. A. Bhat
Main product: Providing service through banking which includes

trade finance, Consumer loans, Agri Business Consultancy Services, Insurance
Marketing, and Para banking.
• Net profit: 1,326 crore

• Network of the bank: All over India and outside India
 Corporate vision: To emerge as the most competitive bank in the industry.
 Corporate Mission: To become the most competitive bank in the industry in the
country during the next two years. For being competitive, the bank would need to be
responsive to the challenges of the market force. In this process, it would also
emerge as the most profitable bank by cutting the cost and increasing the revenue.
 Corporate Focus: The corporate focus of the bank is maximization of shareholders
wealth, corporate excellence through sound corporate governance and achievement
of Rs.3 lacs profit per employee.
GROWTH OF THE ORGANISATION
Banking sector is a service unit. So the growth of a service sector is possible only when
it provides better quality service to the public. Similarly Indian Overseas Bank has also
been providing better quality service to its customers and successfully running towards

achieving its objectives. As a Nationalized bank, it becomes able to achieve the faith of
its customers, which helps the bank to become success and to exist in this competitive
market.
Traditionally the bank provided only common facilities to the public. Those are Lending
of money and giving interest to the public on their deposit. So by this process, the bank
provides service to the public. The bank charges a higher amount of interest on the money
which it gives to public as loan as compared to the amount of interest which it gives to
public on their deposit. The difference between these two amounts of interest becomes the
profit of the bank.
But the amount of profit is not so high through which the bank can grow. So in order to
increase the profit of the bank, now a day IOB adopts the Para banking activities. Para
banking activities means banking along with other financial and marketing activities.
Through Para banking, IOB is marketing various Para banking products like ATM-cum-
Debit card, Credit card, Investment in mutual fund, Gold coin, Life and Nonlife insurance
and provides various types of loan to its customers.
The Para banking products provided by IOB to their customers are:
 ATM-cum-Debit card
 Credit card
 Gold coin
 Investment in mutual fund
 Life Insurance (IOB JEEVAN)
 Non life Insurance
 Educational loan (VIDYA JYOTI)
 Consumption loan (SAHAYIKA)
 Vehicle loan (PUSHPAK)
 IOB saving bank silver account
 IOB saving bank gold account
 Loan to Micro and Small Medium Enterprise
 Multi cheque facility

 No-frills-account
 IOB NRI-shield account
 Pension payment scheme
 Public-provident-scheme etc…
Due to this activity the bank becomes able to earn comparatively more profit
than the traditional banking. In this way the amount of deposit in the bank increased
and the amount of Non Performing Asset decreased due to smart recovery by the bank
from its customers.
The increase in deposit amount of money, increase in amount of net profit, increase in
banking and monetary transactions and decrease in amount of non performing asset
leads to the growth of the bank.
Normally the service provided by the bank is whether effective or not is

measured through certain parameters. They are:
• CD Ratio
• NPA
• CRAR
According to the rules & regulation of RBI, all the banks have to maintain the CD ratio
at least 60% which is important. The CD ratio of IOB is registered as 75.72% which is
the symbol of effectiveness of the bank.
Similarly according to RBI, all the banks have to maintain their NPA less than 5%. The
gross NPA of IOB stood at Rs.1, 923.41 crore which was in percentage term 2.54%. This
amount is less than 5% which shows the effectiveness of the bank.
The CRAR as per BASEL-II framework as on 31.03.2009 works out to 13.20% which
is above the requirement of 9% prescribed by RBI. It shows the effectiveness of the bank.

There are two other indicators of the overall business growth of the bank- the business
per employee and profit per employee levels, both of which have shown considerable
improvement.
It is the well-regulated banking industry in India that has enabled the country’s economy
to insulate itself from the present global financial crisis.
DETAILED PRODUCT-LINE OF IOB
Apart from traditional banking, IOB is now providing various Para banking products to its
customers. These Para banking products are called the Product line of IOB.
The products present in product-line of IOB are
 Credit card
 Gold coin
 Investment in mutual fund
 Life Insurance (IOB JEEVAN)
 IOB Health care
 Educational loan (VIDYA JYOTI)
 Consumption loan (SAHAYIKA)
 Vehicle loan (PUSHPAK)
 IOB saving bank silver account
 IOB saving bank gold account
 Loan to Micro and Small Medium Enterprise
 Multi cheque facility
 No-frills-account
 IOB NRI-shield account

 Pension payment scheme
 Public-provident-scheme
 ATM-cum-DEBIT card
GOLD COIN
The Gold coin scheme was launched on 19th April 2006 in IOB. This scheme was introduced
to cater the needs of the investor as a safe alternate source of investment & for gifting to dear
ones. The sale of this Gold coin indicates the sale of 999.9 pure gold sourced from PAMP
Switzerland. The Gold coin of IOB is available in 4, 8, 20, 50 & 100 grams. 4, 8& 20 grams
are available in round & 50 & 100 grams in rectangular shapes. These are assayed &
packed in tamper proof certicards by PAMP, Switzerland. The Gold coins are available at
selected branches of IOB.
INVESTMENT IN MUTUAL FUND
MUTUAL FUND SCHEMES
Bank is distributing mutual fund schemes of top performing Mutual Funds to cater to the
investment needs of customers and others as Corporate Distributor. The bank distributes
all the New Fund Offers of the Mutual Funds and also facilitates investment in the
ongoing schemes. Investments in mutual fund schemes of the following Mutual Funds
can be routed through the branches of the bank.
ARN Code of Indian Overseas Bank: ARN 28003
S.No Name of the Mutual Fund
1. Sundaram BNP Paribas Mutual Fund

2. Franklin Templeton Asset Management (I) Pvt. Ltd.-
3. Principal Pnb Asset Management Company Private Ltd-Equity.
4. Tata Mutual Fund-Equity Scheme
5. Kotak Mutual Fund
6. UTI Mutual Fund
7. LIC Mutual Fund
8. DBS Chola Mutual Fund

LIFE INSURANCE (IOB JEEVAN)
Life Insurance-IOB Jeevan
A person is eligible to have an IOB jeevan, if he is an existing account holder of the Bank
maintaining a Savings Bank or a Current Deposit account in his individual capacity either
singly or jointly with others.. Completed 18 years of age and not over 54 years of age.
How does one become a member?
To become a member a person has to sign a simple Consent Letter-cum-authorization-cum-

declaration of good health. He has to authorize the Bank to debit his account with the
premium amount and the administrative charges for the current year and every year for
renewal.
What are the benefits one gets by becoming a member?
His life is covered for a sum of Rs.1.00 lakh. In the unfortunate even of the account holder
dying in accident or due to natural causes, the Insurance Company will pay Rs.2.00 lakh to
the nominee of the account holder or the legal heir(s).The premium paid by him is eligible for
tax benefit under Section 80C of Income Tax Act.
What is the premium and other charges payable by one?
The premium payable depends on your age nearer birthday at the time of enrolment or on the
date of renewal. The scheme of premium is as follows:

Age nearer birth-day Premium payable per
annum(Rs.)
18 yrs to 35 yrs 180
Administrative charges of Rs.33 is payable along with the premium.
Is there any concession in the premium if one joins the scheme midway during the
policy period?
The policy period starts from 1st July. If one joins during August or thereafter up to June you
can pay proportionate premium for the months the insurance cover is available.
If one survives the policy period, what does he get as return from the Insurance
Company?
The policy is a pure term assurance policy which covers only life risk and there is no savings
element. Therefore, no amount is payable in case the policy holder survives the policy period.
Is there any Medical examination required?
There is no need for any medical examination. A simple declaration of Good Health will
suffice, which is obtained along with the consent-cum-authorization letter from you.
Is age proof required to be given?

The date of birth as given by you in the consent-cum authorization letter is taken in to
account. However, in case of dispute, the onus of proving the correctness of age will rest with
the account holder/nominee.
Will any policy be issued in the name of a person?
: Individual policies will not be issued. Bank will be the Master Policy holder.
What are the exclusions under the scheme?
: The policy is not available to persons with critical illness. The critical illness excluded by
the policy is;
a. Cancer
b. AIDS
c. Condition requiring open chest surgery
d. History of typical chest pain
e. Kidney failure
f. Brain stroke or paralysis
g. Having undergone major organ transplantation such as heart, lung, liver or kidney.
In case of death during the first 45 days from the date of joining, no claim will be payable
except for deaths due to accident.
Is the cover available to joint account holders also?
In the case of joint accounts, cover can be extended to both or all the joint account holders
separately, provided each individual signs a separate consent-cum-authorization letter which
should be counter signed by all the account holders and on recovery of appropriate premium.
What is the claim procedure in case of death of the account holder?

: On death of the member, the claim amount is payable to the nominee as given by the
account holder in the consent letter. Intimation is to be given to the Branch, within 90 days
from the date of death, where the account is held, through which the member had joined the
scheme along with original Death Certificate for making a claim with LIC of India. In case of
death due to accident, FIR, Post-mortem certificate and Final Investigation Report are to be
submitted additionally. Bank will prefer the claim with LIC of India and follow up for early
settlement
What will happen if one closes the account?
Once the account is closed, he ceases to be the member of the scheme. However, the
insurance cover will be extended till the end of the policy period for which the premium has
already been paid by him.
IOB HEALTHCARE
Health care PLUS
The Scheme: The scheme provides for Mediclaim Insurance cover, which is available to all
account holders maintaining a S.B. or C.D account in the age group of 18-65 years. The
scheme is available to NRI customers also. However, the cover is available for treatment in
hospitals in India. The Mediclaim Insurance cover is provided by Universal Sompo General
InsuranceCompanyLtd(USGI).
The Scheme takes care of the hospitalization expenses, subject to maximum Sum Insured, in
respect of the following eventualities:
a. Sudden illness
b. An accident
c. Any surgery that is required in respect of any disease.
Salient Features
• The health insurance cover is available for a very low premium, which is far below
the normal premium if the policy is taken individually by the account holder, directly
from Insurance Company.
• Entire family of account holder, spouse and two dependent children are covered under
Floater policy. Even parents of account holder are covered for additional premium.
• Coverage option from Rs.50, 000 to Rs.5.00 lakh is available.
• Upper age limit for entry is up to 65 years. However, renewals are allowed up to 80
years. Age limit of dependant children - For male up to 21 years; for female up to
25 years or till their marriage whichever is earlier?
• Preexisting diseases are not covered. However, the preexisting disease is covered in
case of three continuous claim free years.
• Ambulance charges up to Rs.1, 000 is reimbursable per policy period.
• Cost of health check up allowed @ 1.00% of sum assured after completion of 3
continuous claim free years of policy.
• In the case of Hospitalization of children below 12 years a lump sum amount of
Rs.1,000 as out of pocket expenses to any of the parent is payable per policy period.

• Maternity benefit and baby care expenses are also reimbursed up to 5% of sum
insured.
Treatment of NRIs in Indian Hospitals is allowed.
• Treatment in hospitals in Nepal and Bhutan are also covered in Indian Currency.
• Personal Accident death cover is available for additional premium.
• Income tax benefit is available under section 80D for the premium paid.
• Cash less access to networked hospitals is available through Third Party
Administrator (TPA).
• In case of death in hospital, funeral expenses are reimbursed up to Rs.1000 over and
above the sum insured subject to original illness/accident claim admitted under the
policy.
What are the exclusions in the policy?
• The policy does not cover preexisting disease. However, the preexisting disease is
covered in case of three continuous claim free years.
• Hospitalization expenses incurred in the first 30 days from the date of commencement
of the cover except in the case of death due to accident.
• Domiciliary hospitalization is not covered under the policy.
• Other standard exclusions applicable to mediclaim policy will also apply.
How can one become a member: The procedure to become a member of the scheme is very
simple? There is no medical examination. All that the account holder requires to do is fill up
and sign a proposal form which includes declaration of good health.
How the premium is to be paid: The premium will be debited to the S.B. or C.D. account as
per the authorization given in the proposal form.

What is the period for which the insurance is available and how it is renewed: The
insurance cover is available for a period of one year from the date of debit of the
premium? Renewals are to be done on yearly basis on or before the due date.
What are the documents given in proof of insurance: The account holder will be
issued with a copy of the proposal form duly acknowledged by the branch for having debited
the premium amount to the account? After receipt of the proposal form by the Insurance
company and TPA, a policy will be issued by Insurance Company and ID card will be issued
by TPA.
How to make a claim in case of hospitalization: Cash less treatment can be availed at
networked hospitals by showing the ID card issued by TPA along with the necessary ID
proof as prescribed by the Insurance company and copies of valid insurance policies and in
case for any reason cashless service could not be availed, the insured can meet the hospital
expenses and claim reimbursement from Universal Sompo General Insurance Company
Limited (USGI).
EDUCATIONAL LOAN (VIDYAJYOTI)
ELIGIBILITY:
1. Should be an Indian National.
2. Should have secured admission to professional /technical
courses in India or abroad.
PURPOSE:
Loan is made available for Graduation / Post graduation / Diploma /
Computer education in any recognized state / central govt. / University, Professional courses
including Engineering, Medical, Veterinary,Law,Dental,Management, Courses like ICWA,
CA, CFA etc.,courses conducted by IIM, IISC, XLRI, NIFT etc., courses offered in India by
reputed Foreign Universities / Evening courses of approved institutes, regular degree/
Diploma courses like Aeronautical , Pilot training, Shipping etc. approved by Director
General of Civil Aviation / Shipping if the course is pursued in India. Incase the course is
perused abroad; the institute should be recognized by the competent local Aviation / Shipping
Authority.
QUANTUM OF LOAN:
Maximum of Rs.10.00lakh for studying in India and Rs.20.00lakh for
studying abroad.
MARGIN:
For loans up to Rs.4.00 lakh Nil
For loans above Rs.4.00 lakh Studies within India 5%

For studies abroad 15%,
Scholarship/
Assistantship to be included
In margin.
SECURITY:
Co obligation of parents, No Security

For loans up to
Rs.4.00lakh
Co obligation of parents together with
For loans above
Collateral security in the form of suitable third
Rs.4.00lakh and up to
Rs.7.50lakh party
Guarantee.

Co obligation of parents together with tangible
For loans above
collateral security.
Rs.7.50lakh
Collateral security in the form of
NSC/KVP/LICpolicy/Gold/Shares/
Debentures or immovable properties ,
Bank deposits in the name of student/
Parent/Guardian or any other third
Party with suitable margin. Wherever
the land/building is already
mortgaged, the unencumbered
portion can be taken as security on
second charge basis provided it
Covers the required loan amount. In
case the loan is given for the
purchase of computer, the computer
has to be hypothecated to the bank
HOLIDAY PERIOD:
6 months after getting the job or 12 months after completion of the
course whichever is earlier.
REPAYMENT:
Repay the loan in Equal Monthly Installments for a maximum period of
5-7 years excluding holiday period.
INTEREST SERVICING:
It is left to the option of the student either to service the
interest during the study period or pay it along with the principal over a period of 5-7 years to
commence from 12th month after completion of the study.

CONSUMPTION LOAN (SAHAYIKA)
This scheme is for giving loan to meet Social Financial commitments.
ELIGIBILITY:
Individual, confirmed permanent employee of a reputed organization or a
professional or self employed or businessperson with three years standing in the field of
activity; can apply for the loan. For salaried person the take home pay is at least 40%
of the gross salary after taking into account the installment for the present loan.
PURPOSE:
For meeting social financial commitments such as
• Marriage in the family
• Education of children
• Medical treatment etc..
The loan can be availed for any financial commitment within the ambit of Law. Bank
will not verify the purpose declared.
MAXIMUM LOAN:
Maximum loan amount is Rs.3.00lakh. The loan amount, however, depends on the value
of the security offered and repaying capacity. For Professionals, self-employed and
Business persons, the maximum loan is restricted to total annual income of previous year,
as declared in the I.T Return or assessment order but not exceeding Rs.3.00lakh.
MARGIN;
50% on immovable property , 25% on securities , such as NSC, KVP, IVP,
ULIP etc., 10% on life policies (surrender value) of LIC of INDIA and other private
insurance companies.

REPAYMENT:
Repayable in Equated Monthly Installments up to a maximum period of 48
months. Shorter repayment period is also permitted.
SECURITY:
Immovable property or liquid securities like NSC, IVP,KVP, ULIP, UNITS etc. or life
policies of LIC of India and other private insurance companies approved by IRDA.
DOCUMENTS:
• Application indicating the purpose for which the loan is required.
• Amount of loan required and the repayment period
• Proof of employment and income
• Proof of standing in the field of activity for Professionals, self
employed and business people.
• Income Tax assessment order or return with ITO acknowledgement
for professionals etc..
• Details of the security offered and copies of the documents.
VEHICLE LOAN (PUSHPAK)
Vehicle Loans- Phushpaka
Eligibility of a person to take the vehicle loan:

• Permanent employment in aâ€¦
• A government office
• A public sector undertaking
• A reputed private enterprise
• a self-employed professional
• The loan can be applied for in the name of the firm or company.
Income eligibility
In confirmed service with a take home pay of more than 50% of the gross salary, after PF and
Insurance deductions.
Eligibility
The total monthly income of the applicant including that of spouse and other income should
be not less than Rs.8000/- in the case of loan for purchase of car and Rs.5000 in the case of
loan for purchase of 2-wheeler.
Purpose
For buying a new or used car (not more than 5 years old) or new two-wheeler.
Loan amount:
New car - Up to 90% of the cost of the car.
Used car - Up to 75% of the market value of the car subject to a maximum of Rs. 5 lakh.
New two-wheeler - 90% of the cost of the vehicle or 10 times the gross monthly income or
Rs.60, 000/- whichever is low.
Repayment
New car - repayable in 60 equated monthly installments
used car - repayable in 36 equated monthly installments
New Two-wheeler - repayable in 60 equated monthly installments.
Security
• Hypothecation of the vehicle purchased.
• The Banks lien on the vehicle should be marked in the R.C. book.

• Vehicle should be insured for the full value with the bank clause.
Processing charges
For loan upto Rs. 2 lakh, Rs. 134/- in rural areas and Rs. 168/- in other areas as processing
charges (subject to change).
For loan above Rs. 2 lakh, Rs. 134/- per Rs. 1 lakh or part thereof, in rural areas and Rs. 168/-
per Rs. 1 lakh or part thereof, in other areas as processing charges (subject to change).
IOB – SAVING BANK SILVER
The bank offer this special product for individuals employed in reputed companies among
Public/Private sector, Government, software companies etc. You get various concessions for
an average daily balance of RS.5000 over the last three months.
ELIGIBILITY All individuals including those employed in reputed

companies, among Software, Public /Private sector, Govt.
MINIMUM BALANCE While opening the account, the account can be opened with '0'
REQUIREMENT balance. The account provides certain concessions and in order
to be eligible for the concession, average daily balance in the
account during the last three months should not be less than
Rs.5, 000.
SPECIAL FEATURES / • ATM cards on day one

CONCESSIONS
• International Debit Card without charges.
• Internet banking (E see banking).
• Monthly account statements over E-mail.
• SMS alerts for daily transactions.
• Online Tax payment facility.
• Transfer of funds through RTGS without charges.

• Transfer of funds thro' NEFT without charges.
• Personal Accident insurance covers of Rs. One lakh

free of cost.
• Anywhere Banking in CBS/TBA branches.
• Utility Bill payment facility â€“ Rent/school

fees/college fees/ donations/ IOB credit card
bills/utility bills/ Telephone bills
• Overdraft facility up to one-month salary in case of

salary earners.
• Facility for family Health Insurance â€“ IOB-
IOB- SAVING BANK GOLD

IOB presents a unique high end SB product for professionals such as Doctors, Lawyers, CAs,
Executives working in MNCs, software companies, High Net worth individuals etc.We offer
host of concessions under this product. All it requires is that you should maintain an average
daily balance of not less than Rs.50000 over the last three months.
ELIGIBILITY All individuals including professionals such as doctors,

lawyers, C.A.s; Executives working in MNC, software
companies, Public/private sector and business people, High
Net Worth individuals, CEOs, IAS and IPS.
MINIMUM BALANCE The average daily balance over the last three months should
REQUIREMENT not be less than Rs.50000.

SPECIAL • ATM cards on day one.
FEATURES / • International Debit Card without charges.
CONCESSIONS • Internet banking (E see banking).
• Personalized Multi city cheques issued at MICR centers free.
• Monthly account statements over E-mail.
• SMS alerts for daily transactions.
• Transfer of funds through RTGS without charges.
• Transfer of funds thro' NEFT without charges.
• Personalised cheque books with name printed free of cost.
• Personal Accident insurance covers of Rs. five lakhs free of
cost.
• Anywhere Banking in CBS/TBA branches.
• Preferential rate for gold coins
• ATM usage at any Bank free.
• Demat account opening charges free.
• Online Tax payment free of cost.
• Online bill payment facility.
• Facility for Family Health Insurance.
• PAN/TAN facilitation.
If the quarterly average balance is between Rs 50,000 and < Rs

100000, the balance exceeding Rs 65,000 will be swept out and kept
in TD in units of Rs.2000/-. As and when the minimum balance goes
down, the adequate units in TD will be closed and transferred to SB,
on a last in â€“first out basis

PROVIDENT FUND SCHEME 1968
Public Provident Fund Scheme was introduced by Government of India on 01.07.1968 and it
provides the depositor the twin benefits of attractive return and tax benefit. The Scheme
is operational in select branches of IOB. (List furnished separately) The salient features of the
Scheme are as under:
Eligibility:
a. Individual or individual as guardian of a minor can open the account.
b. Non Resident Indians are not eligible to open the account.
c. Only one account can be opened by an individual in one name.
d. Those persons who subscribe to General Provident Fund or Employees€™ Provident Fund
can also open the account.
Deposit:
Minimum remittance of Rs.500/- and maximum of Rs.70000/- in multiples of Rs.5/- can be
made in lump sum or in 12 installments per year.
Duration:
The account is of 15 years duration and the account can be continued for one or more blocks
of 5 years without loss of interest on written request within 1 year from the date of maturity.
Interest:
Interest at the rate of 8% is credited to the account on 31st March of every year on the
minimum balance between 5th day and end of the month.
Loans & Withdrawals:
If the account is continued after maturity, a partial withdrawal up to 60% of the balance of
credit at the commencement of the extended period is permitted. The depositor is eligible for
a loan. The first loan can be taken in the third financial year from the financial year in which
the account was opened up to 25% of the amount at the credit at the end of first financial
year.
Withdrawal is allowed every year from the end of the 5th year. The amount is limited to 50%
of the balance at credit, at the end of 4th year immediately preceding the year in which the
amount is withdrawn or at the end of the preceding year which ever is lower less the amount
of loan if any drawn by him which remains unpaid. The account is transferable to and from
permitted branches of Nationalized or Private sector Banks or Post Offices on a fee.
Premature closure of the account after completion of 5 years from the end of the year in
which the account was opened could be considered by the Ministry on genuine grounds of
hardship.
Tax Benefits:
The subscriptions to the account qualify for deduction under section 88 of IT Act. The
interest credited to the account is totally exempt from Income Tax. The amount standing to
the credit of the account is fully exempted from Wealth Tax.
Discontinued account can be revived on payment of Rs.50/- per year along with arrears of
subscription of Rs.500/- p.a.
Multi City Cheque Facility
. Multi cheque facility was launched with effect from 1st September 2005.
Eligibility to avail the facility:-
1. All customers maintaining satisfactorily operated Current Account OR Cash Credit

account with a Networked Branch are eligible to apply for this facility through the
branch.
2. The Cheques are personalized with the customer nameâ€™s pre-printed and will be
issued from a centralized location.
Issue of Cheques:
1. Customer may issue the Cheque to their suppliers / beneficiaries who maintain
accounts with any Bank in the 40 identified centers.
2. Each Cheque can be drawn for a maximum amount of Rs. 5, 00,000 /- (Rupees Five
Lacs only).
2. No cash withdrawal is permitted against the Cheque.
How payment would be effected?
1. The upcountry beneficiary can present the Cheque to local branch of IOB in clearing
and can get the payment locally.
2. If the beneficiary is a customer of IOB, the Cheque would be paid instantly on line.
Where payable?
The Cheques are payable at par at all networked branches of the Bank
INTERNATIONAL INSTACASH VISA DEBIT CARDS
Indian Overseas Bank has tied up with Visa for its International Debit Card Program. IOB
has issued about 4, 00,000 ATM cards to customers of 600+ networked branches till date and
all these cards would be replaced with Visa Debit Cards in the next three months.
A large segment of the Bank ATM customers still prefer to spend from their income and
savings rather than availing credit. With the introduction of Debit cards, this long felt desire
of customers to pay for the purchases at shops and business establishments directly from their
account would be fulfilled. No charges would be levied on such Point of Sale transactions. I
would no longer be required for the customer to draw cash either from the ATM or from the
branch counters to pay for their spends.

Customers can use these cards at all ATMs that display the VISA logo. These cards can also
be used globally during their visits abroad. IOBâ€™s InstaCash ATMs would also open its
doors to any Visa Member Bankâ€™s cardholder. In addition, the card number can also be
used through secured electronic payment gateways for e-commerce / Internet payments.
The Bank has, in its constant endeavor to enhance customer service, already tied up with a
consortium of Banks under the banner Cash Tree by which access to their individual accounts
will be available from more than 1800 ATMs.
CHAPTER -4
4.1 RESEARCH METHODOLOGY
4.2 DATA ANALYSIS & INTERPRETATION
4.3 SWOT ANALYSIS
4.4 FINDINGS
4.5 SUGGESTIONS

RESEARCH METHODOLOGY
Research methodology is a way to systematically solve the research problem. So Research
methodology is not only the research methods but also it includes the logic behind the
methods which are used for research studies.
The research design of this report is descriptive i.e describing the characteristics of a
particular individual, or of a group. The design in such studies must be rigid and not flexible
and must focus on the following:
• Formulating the objective of the study
• Designing the methods of data collection
• Selecting the sample
• Collecting the data
• Processing and analyzing the data
• Reporting the findings
COLLECTION OF DATA:
There are two types of data are available for the method of data collection. Such as: -
Primary data and Secondary data
PRIMARY DATA:
The primary data are those which are collected afresh and for the first time, and thus happen
to be original in character. The various methods of data collection are
• Observation method
• Interview method
• Through questionnaire
• Through schedule
For preparation of this project, data are collected through questionnaire.

SECONDARY DATA
The secondary data are those which have already been collected by someone else and which
have already been passed through the statistical process. The various ways of collecting
secondary data are
1. Books, magazines, newspaper
2. Reports prepared by research scholars, universities, economists etc.
3. Public records and statistics, historical documents, and other sources of
published information.
4. Websites
DOCUMENTARY OBSERVATION:
Books, Annual Report, Websites, Previous records, Published materials
FIELD OBSERVATION
During training period I did extensive survey of the various branches of IOB and customer to
observe the banking and marketing operation performed by the organization.

DATA ANALYSIS & INTERPRETATION
1) How many customers are satisfied with the IOB?
Satisfied customer 75%
Dissatisfied customer 25%
Satisfied customer
Unsatisfied customer
From the above graph it is found that 75% customers are satisfied with the IOB whereas 25%
customers are not satisfied with the IOB.

2) How many customers are aware about the Gold Coin of IOB?
Aware customer 30%
Unaware customer 70%
80
70
60
50
40 Series1
30
20
10
0
Aware Customers Unaware customers
Here from the above graph, it is found that only 30% customers of IOB are aware about the
GOLD COIN of IOB whereas 70% customers are not aware about this Para banking product.

3. How many customers are aware about IOB JEEVAN?
Aware customer 77%
80
70
60
50
Series1
40
30
20
10
0
Aware Customer Unaware Customer
From the above graph, it is found that 77% customers are aware about IOB Jeevan where as
only 23%customers are not aware about this Para banking product.

4. How many customers are aware about the various loans provided by
IOB to its customers?
Aware customer 40%
70
60
50
40
Series1
30
20
10
0
Aware Customer Unaware Customer
From the above graph, it is found that only 40% customers of IOB are aware about the
various loans provided by IOB .Rest 60% customers are not aware about the various loans of
IOB.

5. How many customers are aware about the Credit card issued by IOB?
Known customer 15%
Unknown customer 85%
KNOW
DON'T KNOW
From the above graph, it is found that only 15% customers of IOB know about the Credit
Card issued by IOB where as 85% customers are not aware about this Para banking product
of IOB.

6. How many customers of IOB want to close their account which they have
in the bank?
Customer want to close 9%
Customer don’t want to close 91%
no
Series1
yes
0 20 40 60 80 100
From the above graph, it is found that only 9% customers want to close their account where
as 91% customers don’t want to close their account.

7. How many customers are aware about the DEBIT CARD issued by the IOB?
Aware customer 75%
80
70
60
50
Series1
40
30
20
10
0
Aware customer Unaware customer
From the above graph, it is found that 75% customers of IOB are known about the Debit card
issued by the Bank, where as 25% customers are not known about this Debit card.

SWOT ANALYSIS
STRENGTH:
• Indian Overseas Bank is one of the Nationalized Bank in India.
• The money deposited by its customer in bank is secured as it is a public sector
undertaking.
• Nationalization of the Bank acts as a brand name for the Bank.
• Increasing growth rate of the Bank is itself the strength for the Bank.
• Merchant Banking done by the IOB is one of its strength.
• Foreign Exchange is one of the strength IOB.
• In some cases, the location of the branch offices of IOB is proved to be its strength.
WEAKNESS:
• Being a public sector undertaking, the Bank can not invest the deposited money of
the public in the Share Market.
• The Bank can not take its own decision by itself without taking permission of the
Reserve Bank of India.
OPPORTUNITY:
• The Bank should give more emphasis on the rural branches, where there is huge market
potential.
• More advertisement should be done by the Bank in order to promote their Para banking
products in the market.
• More number of Rural Training centre should be opened.
• Some sort of programme like Health and Wealth Programme should be conducted by the
Bank in order to attract people towards the Bank.
• More emphasis should be given on online banking.

• The Bank should give that much of importance to all other areas of India and provide that
much of facility in other states which it has been providing in Chennai.
• The Para banking products provided by IOB are themselves the opportunity for the Bank.
So if marketed properly, then it would create more revenue for the Bank.
THREAT:
• SBI is now opening its new Evening branches in order to help and provide better facility
to its customers. So IOB should think about it.
Other Banks have a number of ATM counters almost everywhere. But IOB has less number
of ATM counters which makes the customers dissatisfied.
• In some cases, the behaviour of office staffs makes the customers dissatisfied. So proper
care should be taken.
FINDINGS
• From our survey, we find that most of the staff members are not aware about the
complete features of the schemes of IOB for which they could not able to provide
complete information to the interested customers.
• Due to lack of marketing of the Para banking products of the Bank, it becomes
difficult for the customers to know about those products.
• The customers face a lot of problem for withdrawal of money as ATM counters of
IOB are not available everywhere.
• The rural customers are unaware about all the Para banking products provided by IOB
as there is no special step taken by the Bank in order to make them aware.
• The WEB SITE of the Bank does not open properly everywhere. So sometimes it
creates a wrong perception about the Bank among the public.

SUGGESTIONS
• The Bank should make more advertisement in order to reach the common people.
• The staff members should be given more incentives and proper training for marketing the
Para banking products of the Bank.
• The Bank should conduct some sort of Health and Wealth Programme in order to attract
the common people.
• More Rural Training Centers should be opened by the Bank in rural areas for creating
awareness about the Bank and providing the people some facilities.
• The Bank should give more emphasis on On-line Banking in the urban areas so as to help
its customers by not coming to its branch offices.
• The facilities provided by IOB in Chennai are up to the mark. So the facilities should be
available in every state in order to make the people to be a part of the Bank.
CHAPTER -5
5.1 CONCLUSION
5.2 LIMITATION OF THE STUDY
5.3 BIBLIOGRAPHY
5.4 QUESTIONNAIRE

CONCLUSION
From the above study, it is observed that more marketing of the Para banking products is
required. Proper awareness and every staff member’s involvement are required. The Bank
has to think of itself as Customer Satisfiers, Customer Advocates focused on whole process.
So activities like better quality and services, proper care taken of the Customer’s grievances
and friendly attitude towards the customers will help in achieving the organizational
objectives and goals of the organization. So in order to create a good image in the minds of
people IOB has to focus on customers Needs and wants. So it is said that,
“MEN MAY COME AND MEN MAY GO
BUT THE COMPANY GOES ON FOR EVER.”

LIMITATION OF THE STUDY
• The ensuring research comes across with some limitations.

• The consumers have a tendency to provide fallacious information, which magnify
misguiding results.
• The sampling is purely a subjective analysis with limited experimental validity.
• The relative smaller size may not provide the ideal representation of the vast
population.
• The outcomes may not hold good if studied at other location on city.
• There lies the limitation of time.
BIBLIOGRAPHY
Books:
 Kotler Philip, Keller Kelvin Lane, Koshy Abraham& Jha Mithileswar, “Marketing
Management,12e, A South Asian perspective”, Pearson Prentice Hall Publishers.
 Kothari C.R., “Research Methodology”, Methods & Techniques, Second Revised
Edition, New Age International Publishers.
Journals and magazines:
 IOB Annual report
Website:

 www.iob com
QUESTIONNAIRE
Date:
Place:
Sir / Madam
I am a student perusing MBA in ROURKELA INSTITUTE OF MANAGEMENT
STUDIES, ROURKELA doing my Summer Internship Project under Indian Overseas Bank.
So kindly spare sometime with me and fill up this form. So that I will be remain grateful to
you.
Thanking you.
Yours Sincerely
Ipsita Mohanty
1. Are you a regular customer of IOB?
YES  NO 
2. What type of transactions are you doing with IOB?
• Savings Bank A/C
• Current Deposit A/C
• Loan from Bank
• NRI A/C
3. Are you satisfied with the behavior of Bank people?

YES  NO 
4. Is the service provided by the bank is up to the mark?
YES  NO 
5. Are you aware about all other facilities or Para banking products of the bank?
YES  NO 
6. The following are the Para banking product provided by IOB in order to help

The Public. From these about which you know, please tick a right mark there.
 Subha Gruha Insurance linked retail product:
 Home improvement Scheme
 Home décor Scheme IOB Jeevan
 Home loan to NRI IOB Health Care Plus
 Sanjeevani Vidya Suraksha
 Pushpak Vidya Jyoti with Suraksha
 IOB alankar Scheme for women Liability Insurance for retail
 Liquirent loans
 Vidya Jyoti IOB –NRI Shield
 Easy Trade Finance
 Subha yatra
 Pensioners loan scheme
 Investment in Mutual Fund
 Credit Card
 ATM-cum-DEBIT card
7) Why do you think it is better to do banking with IOB?

 Security of your money
 Quicker service
 Service is up to the mark
 Reliable
Your suggestion about the service provided by the Bank:
Name of the Respondent:
Address:
Contact no.

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On

“A STUDY ON EFFECTIVNESS OF SERVICES

INDIAN OVERSEAS BANK

Under the guidance of

Miss R.Parimala Prof. Sree Kumar

BIJU PATNAIK UNIVERSITY OF

1 Rourkela Institute of Management Studies, Rourkela

Date: Ipsita Mohanty

2 Rourkela Institute of Management Studies, Rourkela

3 Rourkela Institute of Management Studies, Rourkela

S.NO. PARTICULAR PAGE NO.

CHAPTER-1 1.1 Executive Summery 5

CHAPTER-2 2.1 Introduction 7-9

3.1 Company Background 17-19

4.1 Research methodology 44-45

4 Rourkela Institute of Management Studies, Rourkela

5 Rourkela Institute of Management Studies, Rourkela

2.2 OBJECTIVE OF THE STUDY

6 Rourkela Institute of Management Studies, Rourkela

2.4 MARKET UNIVERSE

2.5 MARKET COMPETITION STRATEGY

INTRODUCTION OF THE STUDY

7 Rourkela Institute of Management Studies, Rourkela

Marketing people generally market ten types of entities, such as

8 Rourkela Institute of Management Studies, Rourkela

Some of the public sector banks are

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OBJECTIVE OF THE STUDY

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SCOPE OF THE STUDY

The main scope of the project is

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These 4 P’s are also known as 4A’s and 4C’s of marketing.

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PRODUCT ACCEPTABILITY CUSTOMER VALUE

PRICE AFFORDABILITY CUSTOMER COST

PLACE ACCESSIBILITY CUSTOMER

PROMOTION AWARENESS CUSTOMER

MARKET COMPETITION STRATEGY

In the USA, KYC is typically a policy implemented to conform to a customer identification

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Beyond name matching, a key aspect of KYC controls is to monitor transactions of a

Banking sector in India

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3.1 COMPANY BACKGROUND

3.2 COMPANY PROFILE

3.3 GROWTH OF THE ORGANISATION

3.4 DETAILED PRODUCTLINE

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• 1937: Shri.M.Ct.M. Chidambaram Chettyar establishes the Indian Overseas Bank

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• 1963: The Burmese government nationalized IOB’s branch in Rangoon.

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Year of Establishment: 10th February 1937

 Founder of the bank: Mr.M.Ct.M. Chidambaram Chettiyar

Main product: Providing service through banking which includes

• Net profit: 1,326 crore

 Corporate vision: To emerge as the most competitive bank in the industry.

GROWTH OF THE ORGANISATION

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The Para banking products provided by IOB to their customers are:

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