REPORT ON RETAIL BANKING AND RETAIL CREDIT (In Partial Fulfillment of Master of Business Administration)

WITH SPECIAL REFERENCE TO BANK OF INDIA

RETAIL BANKING AND RETAIL CREDIT BY KAVITA VASANI A0101907184 MBA (GEN) 2009 BATCH UNDER THE GUIDANCE OF MS.PREETY KULSHRESTHA (FACULTY OF FINANCE-AMITY BUSINESS SCHOOL) AMITY UNIVERSITY UTTAR PRADESH AMITY BUSINESS SCHOOL-AU SECTOR-125, NOIDA, UP

ACKNOWLEDGEMENT
The Project Title Retail Banking and Retail credit has been conducted by me during 2/5/2008 and 11/7/2008 at BANK OF INDIAADVANCES DEPARTMENT,JAMSHEDPUR.I have completed this project, based on the primary research ,under the guidance of my industry guide Mr.J.K.Das (Senior manager -Bank of IndiaJamshedpur Branch) and Ms.Preety Kulshrestha (faculty of Finance Amity Business School). I am highly thankful to my guides Mr. J.K.Das and Ms.Preety Kulshrestha who have augmented my knowledge in the field Retail Banking. They have helped me learn about the process by giving me valuable insight into the topic.

KAVITA VASA

CERTIFICATE
This is to certify that Kavita Vasani , a student of Master (MBA), of class Business of 2009, No. Administration (Bearing

Amity Business School, Amity University AUUP Enrollment A0101907184), has undertaken the Summer Internship Training at Bank of India during 2/5/2008 under my and 11/6/2008. for She the has worked title guidance project

Retail banking and retail credit. She has also been guided by Mr. J.K.Das (Senior ManagerBranch). This Project report is prepared in partial fulfillment of Masters (MBA) this to of be Business awarded of work by is Administration of my Bank of India-Jamshedpur

Amity University, Uttar Pradesh.To the best knowledge, by the piece to original and no part of this report has been submitted student any other Institute/University earlier.

Date(Ms. Preeti Kulshretha) FacultyFinance & Accounting

ABSTRACT
The objective of the study undertaken is profit maximization of retail banking operations of Bank of India. The first research conducted .The and in this work in Bank aims this who to understand the view views of of customers regarding retail banking products of Bank of India second Punjab research National work have determines availed customers of Bank of India, State Bank of India, ICICI Bank home loan, education loan, personal loan and auto/vehicle loan. To achieve the objective descriptive approach is adopted.Primary questionnaire. data Secondary is obtained data is with the from help of obtained company

website, brochures (internal) and internet (external). At the final stage of the research data is analyzed. According to the results of the first research, 91% of Bank of India customers rated are satisfied of with Bank the of services. India as According to the results of the second research 20% of the respondents have the services excellent,20% of the respondents have rated the service of State Bank of India as excellent,10% of the respondents have rated the service of Punjab National Bank as excellent and 6% of the respondents have rated the service of the research undertaken is small ICICI Bank as excellent sample size and time for services regarding retail credit. The limitation of the both constraint.

TABLE OF CONTENTS TOPIC

INTRODUCTION HISTORY OF BANK OF INDIA RETAIL BANKING PRODUCTS DEPOSITS LOANS SERVICES CARDS RESEARCH PROCESS RESEARCH FINDINGS OF FIRST RESEARCH RESEARCH FINDINGS OF SECOND RESEARCH SWOT ANALYSIS CONCLUSION AND RECOMMENDATION APPENDICES BIBLIOGRAPHY

PAGE NO.
6,7 8,9 10 16 17- 38 39-41 42,43 44- 48 4965 6697 97,98 99103 104-114 115

INTRODUCTION RETAIL BANKING AND RETAIL CREDIT

Retail

banking

refers

to

banking

in

which

banks

undergo

transactions directly with consumers, rather than corporations or other banks. With a jump in the Indian economy from a manufacturing sector, that never really took off, to a nascent service sector. Banking as a whole is undergoing a change. A larger larger option demand is for the consumer for financial becoming of the fast drivers the is getting and norm translated a into a of products customization

services the major

than

competitive and has

advantage. Retail banking in India has fast emerged as one of overall banking industry witnessed enormous growth in the recent past. In the present context of highly competitive banking scenario, retail banking constitutes the prime base for growth and resilience for any bank, be it global or local. Retail banking has been the axis of all successful banks. In a developing economy like India having a huge base of consume population with sustained growth in education and standard of living, the scope for enhanced retail banking is substantial. Intrinsic strength of the bank in terms of customer base, in business the market volume, place. profitability Retail segment and is a competitive edge

segment where number matters. Larger the customer base in retail portfolio, greater is the volume of business and higher the fundamental strength. The Retail Banking is a banking service that is geared primarily toward individual consumers. Retail banking is usually made available by commercial banks, as well as smaller community banks. Retail banking focuses strictly on consumer markets. Retail banking banking entities provide a wide range of and personal checking services, including offering savings

accounts, bill paying services, as well as debit and credit cards. Through retail banking, consumers may also obtain mortgages

and personal loans. Although retail banking is, for the most part, mass-market driven, many retail banking products may also extend to small and medium sized businesses. Much of retail Teller banking Machines is streamlined (ATMs), or electronically through virtual via Automated banking retail

known as online banking. Credit granted by a firm to consumers for the purchase of goods or services.

HISTORY OF BANK OF INDIA

Bank of India was founded on 7th September, 1906 by a group of eminent businessmen from Mumbai. The Bank was under private ownership and control till July 1969 when it was nationalised along with 13 other banks. Beginning with one office in Mumbai, with a paid-up capital of Rs.50 lakh and 50 employees, the Bank has made a rapid growth over the years and blossomed into a mighty institution with a strong national presence volume, over all and the sizable Bank international a operations. position 93 In business the occupies premier among

nationalised banks. The Bank has 2644 branches in India spread states/ offices union territories three including specialised offices) is branches. These branches are controlled through There are 24 branches/ 1997. (including of representative as on abroad. The Bank came out with its maiden public issue in Total number shareholders 30/09/2006 2,25,704. While firmly adhering to a policy of prudence and caution, the Bank has been in the forefront of introducing various innovative services and systems. Business has been conducted with the successful blend of traditional values and ethics and the most modern infrastructure. The Bank has been the first among the nationalised banks to establish a fully computerised branch and ATM facility at the Mahalaxmi Branch at Mumbai way back in 1989. The Bank is also a Founder Member of SWIFT in India. It pioneered the introduction of the Health Code System in 1982, for evaluating/ rating its credit portfolio. The Bank's association with the capital market goes back to 1921 when it entered into an agreement with the Bombay Stock Exchange (BSE) to manage the BSE Clearing House. It is an association that has blossomed into a joint venture with BSE, called the BOI Shareholding Ltd. to extend

depository services to the stock broking community. Bank of India was the first Indian Bank to open a branch outside the country, at London, in 1946, and also the first to open a branch in Europe, Paris in 1974. The Bank has sizable presence abroad, with a network of 23 branches (including three representative office) at key banking and financial centres viz. London, New York, Paris, Tokyo, Hong-Kong, and Singapore. The international business accounts for around 20.10% of Bank's total business.

RETAIL BANKING PRODUCTS I. DEPOSITS

BOI SAVINGS PLUS SCHEME SALIENT FEATURES BOI Savings Plus is a mix of Savings Bank Account and Term Deposit Account. It aims at maximizing balance in the SB earnings portion is for the customer, and without jeopardizing liquidity. Minimum Rs.25,000/minimum balance in Term Deposit Portion is Rs.5,000/-. Any amount in excess of Rs.25,000/- in the SB portion will be auto swept out into the SDR or DBD portion in multiples of Rs.5,000/- on daily basis. In the SDR portion, monies can be invested for any period from 15 days to 179 days, as per the customer's choice. In the DBD portion, monies can be invested from 6 months upto and including 10 years, as per the customer's choice. Upon maturity, would the be principal credited into to in the SDR/DBD SB for a portion period portion on of the the would be auto-renewed for an equal period, while the interest swept the concerned due date. The same, if not withdrawn can be back again SDR/DBD customer's choice. In case the balance in the SB portion is short of the required level to meet cheques presented in the A/c., funds from SB Plus portion will be auto swept in, into the SB portion, in multiples of Rs.1,000/- on daily basis. Although this would amount to Payment before Maturity, no penalty would be charged. The latest SDR/DBD deposit would be closed before maturity (in multiples of Rs.1,000/-) to ensure that the customer does not have to bear higher loss (i.e. LIFO principle to apply).

 Non-maintenance of minimum balance prescribed in the SB p o r t i o n , w i l l a t t r a c t a p e n a l t y o f R s . 2 0 0 / - p e r q u a r ter. Rate of Interest on the SB portion would be 3.5% p.a., while the Rate of Interest on the SDR/DBD portion will depend on the tenure for which each deposit is placed, and at the ruling Interest Rate as on the date the deposit is placed or renewed. TDS norms would apply as per extant rules.

BOI CURRENT DEPOSIT PLUS ACCOUNT BOI current deposit plus account is a mix of our Current Deposit Account and Short Deposit Accounts. All Current Deposit and Account Partnership of etc Individuals, (other Corporate, Banks) Proprietorship for the scheme. SALIENT FEATURES Maximized returns for the Customers on their short-term funds which otherwise would not earn any interest in the Current Deposit Account. Flexibility linking Account. For a minimum period of 15 days, and maximum period of 91 days. Automatic renewal facility enables keeping track on various maturity dates. Minimum Stipulated Balance (Current Deposits)-Rs.2 Lakhs. Minimum Stipulated Balance(Short Deposits)-Any excess amount system automatically itself) to transferred Deposit (Swept Account Out in by lots the of Short in liquidity Deposit is simultaneously Account with achieved by Current Short Deposit than

maintaining minimum average balance of Rs.2Lakhs are eligible

Rs.30,000/. On maturity, the Short Deposit (principal and accrued interest) will be renewed automatically for the original tenure. All the automatic renewals of BOI CURRENT DEPOSIT PLUS ACCOUNT would also be carried out at the end of day operations.

 Payment Before Maturity & Sweep In-During the tenure of Short Deposit, if need arises, the deposit can be paid before maturity on last in first out basis without any penalty so as to ensure that the customer does not bear higher Interest loss. The latest Short Deposit amount would be Swept In (transferred) to the Current Account (in multiples of Rs.30,000/-) to meet cheques issued by the Customer if there is insufficient balance in the CD Account proper. All the sweep-outs/sweep-ins would be carried out at the end of day operations (EOD). Rate of Interest-On Current Deposit account, no interest is payable as per existing practice. However, interest will be payable on Short Deposit portion at the prevailing rate (subject to change without notice) for the applicable maturity period. Penalty Charges-Rs.500/ if the Current Deposit Account balance goes below Rs.2,00,000 due to drawals. Free Remittances (DD/PO)-6 Per Quarter. Multi Branch Banking (MBB)-Cash and Cheque Transactions up to Rs.25,000/ per day would be free of charges. Beyond Rs.25,000/ service charges would be levied @ 50% of applicable DD charges. CBS - Max. Amount of Cash Transaction: Rs.50,000/, Others-Unlimited Free folios/Phone-SMS-Internet Banking Transactions/ NIL Stop Payment Charges. The system will always display the total funds at the disposal of a customer (i.e. free funds in Current Deposit Account + Fixed Deposit Account i.e. Principal amount only). This would be termed as pseudo balance. TDS is applicable as usual.

STAR DIAMOND SAVINGS ACCOUNT Bank of India offers 'Star Diamond Banking' which is an experience that opens the doors to a whole new world of privileged banking. It is filled with unparalleled advantages. The Star Diamond Banking makes transactions hassle-free and banking much simpler. FEATURES above Branch debit transactions per month - FREE SMS/Phone/ATM and Internet Banking - FREE Personalised cheque book Yes OF STAR DIAMOND SAVINGS ACCOUNT

Average Quarterly Balance in Savings A/c 1 lac and

Multi-city cheque book facility - Yes Home delivery of Demand Drafts (couriered) Statement of Account, on demand FREE International Gold Credit Card- FREE International Debit Card - FREE Relationship Manager- Yes Processing charges on Personal/Retail Loans - Waived Demat Account Annual Maintenance charge- Waived Inward Cheque Return charges local - Waived Air Accident Travel Insurance Upto Rs.5.00 lacs free FREE

STAR DIAMOND AND STAR GOLD CURRENT ACCOUNTS Bank Plus, of India offers 'Star & Star Diamond Gold Plus Banking', is 'Star Diamond Banking' & 'Star Gold Banking'. The Star Diamond Star Diamond in the Banking business particularly making beneficial high-powered world,

transactions hassle-free and trade much simpler. FEATURES Average quarterly balance(Rs.) Ledger folio charges Multi Branch Banking Multi-city cheque facility Remittances(DD/PO) Instant credit of outstation cheques ATM cum debit card o International o Annual charge Credit card with accident insurance coverage Relationship Manager Inward clearing cheque bounce protection Account statements Monthly Free On Demand Yes 50,000 Max. GOLD 50,000 and above upto Rs.1,99,999/Free- 2 per quarter Free Yes Upto to Rs.25,000 per day Yes Free Waived Free Yes Free-6 per quarter Upto Rs. 1 lac per day Yes Free 1 card Free DIAMOND 2 lacs and above

other than monthly Stop payment instructions Standing instruction Balance certificate SMS/Phone/ATM and Internet Banking

Free Free

Free Free Free Free

II. LOANS

STAR EDUCATION LOAN The Star Educational Loan Scheme aims at providing financial support from the bank to deserving/ meritorious students for pursuing higher education in India and abroad. The main emphasis is that every meritorious student is provided with an opportunity to pursue education with the financial support on affordable terms and conditions. STUDENT'S ELIGIBILITY Should be an Indian National; Secured India or admission Abroad to professional/technical Entrance courses in through Test/Merit based

selection process. Good academic career. The student should not have outstanding education loan from any other Institution. Father/Mother should be co-borrower. Branch nearest to the permanent residence of student will consider the loan. ELIGIBLE COURSE: Studies in India (Indicative list): Graduation courses: BA, B.Com., B.Sc., etc. Post Graduation courses: Masters & Phd. Professional courses : Engineering, Medical, Agriculture, Veterinary, Law, Dental, Management, Computer, etc Computer accredited certificate to courses of of reputed or institutes institutes Department Electronics

affiliated to university. Courses like ICWA, CA, CFA, etc. Courses conducted by IIM, IIT, IISc, XLRI, NIFT, NID and other Institutes set up by Central/State Govt.

 Evening courses of approved institutes. Other courses leading to diploma/degree, etc. conducted by colleges/universities approved by UGC/Govt. /AICTE /AIBMS/ ICMR, etc. Courses offered by National Institutes and other reputed private institutions with prior approval of Head Office. Courses offered in India by reputed foreign universities with prior approval of Head Office. Graduation:For job oriented professional/technical courses offered by reputed universities. Post Graduation : MCA, MBA, MS, etc. Courses conducted by CIMA - London, CPA in USA, etc. QUANTUM OF FINANCE : Need based finance subject to repaying capacity of the parents/students with margin and the following ceilings: Studies in India - Maximum Rs.10.00 lakh Studies abroad - Maximum Rs.20.00 lakh. MARGIN : Upto Rs.4 lakh : Nil Above Rs.4 lakh - Studies in India : 5% Studies Abroad : 15%

SECURITY: Upto Rs. 4 lakh : No security Above Rs.4 lakh & upto Rs.7.5 lakhs: Collateral security in the form of a suitable third party guarantee.

 Above Rs.7.5 lakh: Collateral security of suitable value or at the discretion of the Bank suitable third party guarantee along with the assignment of future income of the student for payment of installments. RATE OF INTEREST: Upto Rs.7.50 lacs - 1.75% below BPLR, Min. 11.00% p.a. Above Rs.7.50 lacs - 0.75% below BPLR, Min. 12.00% p.a. Simple interest during the repayment holiday/moratorium period. Penal interest @2% for loans above Rs.4 lakh for the overdue amount and overdue period. Int. Concession for woman beneficiaries - upto 50,000/- 0.50% and above 50,000/- - 1.0% 1% for int. concession if interest under the is serviced during moratorium period, where repayment holiday is specified interest/repayment scheme (concession available for moratorium period) INSURANCE : A l l t h e s t u d e n t b o r r o w e r s a r e o f f e r e d a s p e c i a l l y designed Term Insurance cover and the premium can be included as an item of finance. REPAYMENT: R e p a y m e n t h o l i d a y / M o r a t o r i u m : C o u r s e p e r i o d + 1 year or 6 months after getting job, whichever is earlier.The loan is to be repaid in 5-7 years after commencement of repayment. BANK CHARGES: Processing/upfront charges For Studies in India- NIL.

 For Studies Abroad Rs.1000 for issuance of sanction letter for obtention of availing loan. Document /Stamp Charges- At Actuals Change of Institution Studies in India Rs.250/ Studies AbroadRs.500/VISA.Amount refundable on

Agreement (copy to borrower) Xerox charges Loan upto Rs.2 lacs- Rs. 25/-* Loan over Rs.2 lacs- Rs.100/-*(Plus copying charge of Rs.1 per page) OTHER CONDITIONS : Loan to be disbursed to in stages as per requirement Vendors / of demand, directly the Institution/

books/equipments/instruments to the extent possible; Student to produce mark list of previous term/semester before availing next installment ; Student / Parent to provide latest mailing address, in case of any change ; Student /Parent to inform Branch immediately on change of course /completion of studies/termination of studies/ any refund of fees by college /institution /successful placement /obstention of job/change of job etc.

STAR PERSONAL LOAN ELIGIBILITY: Salaried employees Professionals and individuals with high net worth, Regular pensioners or family pensioners drawing regular monthly pension through Branch Staff members-Retired employees (other than dismissed/ compulsorily retired) of Bank. TYPE OF ADVANCE: Demand/Term Loan/Overdraft (reducible as per repayment schedule). Overdraft limit (not reducible as per repayment schedule) maximum uptoRs.1 lac to confirmed permanent employees of Central/State Govt./Reputed Corporate and PSU's. CLEAN UNSECURED LOANS: PURPOSE: Marriage expenses of self, son, daughter or a dependent near relative. Medical Expenses incurred/to be incurred for self, spouse, children, dependent near relative. For education of self/spouse/children/ near dependent relatives. For repairs/ renovation/ extension of existing house/flat. MAXIMUM LOAN: 2 L A C S MINIMUM SIZE OF LOAN: Minimum size of loan:-At Metro and Urban Centres : Rs.10,000/-

 At Rural and Semi Urban centres: No minimum size of loan. ELIGIBLE AMOUNT: 1 0 t i m e s o f n e t m o n t h l y e m o l u m e n t s i n c a s e o f salaried employees OR 50% of gross annual income as per last Income Tax Return for Professionals/Individuals of high net worth RATE OF INTEREST: 0.50% above BPLR Min. 13.25% p.a at monthly rests. Interest concession to women - 0.50% [All borrowers to be women] For Senior Citizens 12% Financing secured under tie-up arrangement - 12.75% REPAYMENT: 0.50% above BPLR Min.13.25% p.a at monthly rests. Interest concession to women - 0.50% [All borrowers to be women]. For Senior Citizens-12% Financing secured under tie-up arrangement - 12.75%. SECURED LOANS: PURPOSE: Repayment of existing housing loans from other banks/Financial Institutions, etc. Repairs/Renovation/Extension of House property. Education relatives. Purchase of consumer durables, computers, professional equipments. MAXIMUM LOAN: 1 0 L A C S of self, spouse, children, near dependent

MINIMUM SIZE OF LOAN: Minimum size of Rs.10,000/-

loan:-At

Metro

and

Urban

Centres

At Rural and Semi Urban centres: No minimum size of loan. ELIGIBLE AMOUNT: 2 0 t i m e s o f G r o s s m o n t h l y e m o l u m e n t s i n case of salaried employee OR 100% of gross average annual income as per last three Income Tax Returns for Professionals/Individuals of high net worth RATE OF INTEREST: At BPLR Min. 12.75% p.a. at monthly rests. Interest concession to women - 0.50% [All borrowers to be women] REPAYMENT: M a x i m u m 6 0 E q u a t e d m o n t h l y i n s t a l l m e n t s w . e . f . one month after first disbursement from loan account SECURITY: Equitable/Legal Mortgage of commercial or residential properties. Hypothecation charge on assets acquired. PROCESSING/HANDLING AND OTHER CHARGES: One time @ 1.10% of loan amount Min. Rs.750/- and Max. Rs.2500/ Pensioners: One time @ 1.10% of loan amount, min. Rs. 500/- and max. Rs. 1,100/-. Other Charges: Stamp charges for documents : At actuals. Loan Agreement copy charges: As applicable.

STAR HOME LOAN Provides loans to purchase a Plot for construction of a House, to purchase/construct Maximum processing charges. The loan is available at very competitive rates of interest, currently available in the industry. Option for different EMI amounts for different periods during tenure of loan to suit customers repayment capacity. Prepayment of Loan permitted Interest is calculated on daily balance basis which is of great advantage to customer as it results in lower interest amount. Loan to NRIs as well as Persons of Indian Origin. Simplified application form/procedures for convenience of customers, and speedy approvals. Free Personal Accident Insurance cover Life Insurance Cover to borrowers for Loan Protection(optional) ELIGIBILITY: S a l a r i e d Lawyers, Engineers, employees, Chartered Professionals Accountants, like Doctors, loan house/flat, amount is No as well as lacs for and renovation/ repayment repair/alteration/addition to house/flat, furnishing of house. Rs.300 ranges upto 20 years, with reasonable margin and nominal charges. commitment /administrative

Self-employed

persons. Requests are also considered in special cases from Group of individuals, NRIs, PIOs, HUF, Prop. Firm, Partnership firms and corporates. PURPOSE:

 To purchase/construct house/flat To renovate/extend/repair existing house/flat. To purchase a plot of land for construction of house. To acquire household articles along with the house/flatfor furnishing the house/flat. QUANTUM OF LOAN: For construction/purchase of a house/flat-Rs.300 lacs Repairs/renovation/extension/addition to house/flat Rs.20 lacs Purchase of a plot - Rs.30 lacs Purchase/acquire household articles for furnishing the house/flat - Rs.1.00 lac. (15% of Home Loan amount) MINIMUM SIZE OF HOUSING LOAN: At Metro and Urban Centres:-Rs. One Lakh At Rural and Semi Urban Centres:-No minimum size of loan. MARGIN: For Loan upto Rs.10 Lacs 15% For Loan over Rs.10 Lacs 20% PROCESSING CHAGES: O n e t i m e @ 0 . 5 5 % o f l o a n a m o u n t m i n . R s . 1000/- and max. Rs. 5000/REPAYMENT: H i g h l y flexible maximum 20 yrs. including

moratorium period of 18 months (max.) in monthly installments. Repayment will start on completion of construction/purchase of house/flat or 18 months after first disbursement, whichever is earlier.

FEES/CHARGES: No administrative fees No commitment charge Prepayment charges : i) No charges, if pre-payment is made from own sources of the borrower ii) 0.65% p.a. on the outstanding loan amount for remaining maturity of the loan, subject to max.2.25% of outstanding loan amount in case of take over by other bank/FI. Legal Expenses/Valuation Charges/Stamp Paper Charges At actual Loan Agreement copy charge : as applicable. RATE OF INTEREST w.e.f. 21.02.08: Floating Rate -Linked to floating reference rate (% p.a. at monthly rest) FOR LIMITS UPTO RS.30 LACS: Upto 5 yrs- 9.50 >5-10 yrs- 9.75 >10-15 yrs-10.00 >15-20 yrs-10.00 FOR LIMITS OVER RS.30 LACS UPTO RS.50 LACS: Upto 5 yrs -9.75 >5-10 yrs 10.00 >10-15 yrs -10.25 >15-20 yrs-10.50 FOR LIMITS OVER RS.50 LACS: Upto 5 yrs -10.50 >5-10 yrs -10.75 >10-15 yrs -11.00

 >15-20 yrs-11.25 SECURITY: E q u i t a b l e M o r t g a g e ( 1 s t c h a r g e ) o n time of disbursement) INCENTIVES: . Free Personal Accident Insurance cover for the borrower Loan amount of Rs.100,000/-(15% of home loan max.Rs.1 lac) for furnishing the house/flat at a rate of interest as applicable to housing loan under the scheme.. Insurance rates. Insurance cover at a discounted rate in case of younger joint borrower. Bank will grant loan for meeting the premium amount payable upfront (single premium). Loan for premium will increase EMI only marginally. Avoids home loan burden on the family as home loan comes with Life Insurance cover. Protection against loan amount. Higher non-medical limit: Age upto 45 years : Rs. 10 lacs, Age above 45 years : Rs. 8 lacs. Insurance premium is eligible for tax benefit u/s 80 C and claim proceeds are tax free u/s 10(10D), as per prevailing Income-tax act. cover is optional. Low/ affordable premium land/flat/house.

Third Party guarantee(if mortgage could not be created at the

STAR MORGAGE LOAN This scheme provides loan/overdraft facility against mortgage of property at low rate of interest. The product provides an opportunity to customers to borrow against a fixed asset (mortgage of property) at a short notice without much paper work/attendant hassles. ELIGIBILITY : People engaged in trade, commerce and business, Professionals, Self-employed, Prop. Firms, partnership firms,HUFs (excluding NBFC, Trade, partnership firms where high HUF is a partner), salaried companies, NRIs, individuals with networth,

people, agriculturists, staff members. PURPOSE : To meet the credit needs of trade, commercial activity, other general business, Profession as also for their bonafide requirements. To meet marriage or medical or educational expenses of family members including near relatives. To undertake repairs/renovation/extension to the residence/commercial property. Purchase of consumer durables. To purchase/construct house/flat, purchase of plot. To purchase 2/4 wheeler vehicles. For going on pilgrimage/tours/excursions, etc. Repayment of existing loans from other Banks/FIs.

TYPE OF ADVANCE: Demand/Term Loan/Overdraft (reducible as per repayment schedule). Overdraft schedule) facility can also (not be reducible permitted to as per repayment customers eligible

(other than salaried people). QUANTUM OF FINANCE: For agriculturists-0.50 lacs(min.) and For Others: Individuals/Prop. Firm/Partnership firm-1.00 lacs (min.) and 50.00 lacs(max.) Company: Prop./Partnership- 1.00(min.) and 100.00(max.) 2.00 lacs(max.)

Firm/company 1.00(min.) and 100.00(max.) CALCULATION OF QUANTUM OF FINANCE: The sanctioned limit is to be related to the value of security & repayment capacity of borrower, subject to: Salaried employees:48 times of monthly net emoluments (take home salary). OR 4 times of net annual income with other rental income from property etc. based on Incometax returns (Average of Last 2/3 years). Self-employed/professionals/ individuals engaged in trade/ commerce/ business- 4 times of their net annual income based on income-tax returns (Average of Last 2/3 years). Proprietorship/Partnership Firm/Company - Four times of Cash-accruals 2/3 years). (i.e. PAT+ Depreciation) as per their Audited Balance Sheet/ P & L Account (Average of Last

MARGIN: Salaried Employees Others 30% 50%

*On value of property [Lower of Market Value /Distress Sale value/Registration Value as on date of valuation] assessed by Bank's approved valuer. RATE OF INTEREST: At present at the rate of BPLR is 12.75% p.a. monthly. Interest concession for woman beneficiaries 0.25% p.a. [All borrowers to be women] REPAYMENT: In accounts where regular Overdraft facility is not proposed. Within a period of eight years by way of EMIs. The repayment shall commence from the month subsequent to the month in which final disbursement is made or 6 months from the first disbursement, whichever is earlier.In case of agriculturists. The repayment will be related to the generation of farm income from crops and other subsidiary activities. SECURITY Equitable/Legal Mortgage charge over property in the name of applicant or his/her spouse or parents or third party. The person in whose name the property to be mortgaged stands should either be a borrower/co-borrower or a guarantor. PROCESSING FEES : Accounts repayable as per Stipulated installmentsOne time @ 1% of Loan amount.Min.Rs.1500/and max. Rs30000/-.

 Overdraft Limit(not reducible as per repayment schedule 0.25% of the sanctioned limit, Min. Rs.750/and Max. Rs.7000/on annual basis. basis.

Documents charges, advocate fee, architect fee etc. on actual Loan agreement copy charges : As applicable EQUTABLE MORTGAGE FEE: General: Limits exceeding Rs.25 lacs upto Rs.50 lacs - Rs.5,750/ Limits exceeding Rs.50 lacs - Rs.11,500/SSI: Limits exceeding Rs.25 lacs upto Rs.50 lacs - Rs.3,000/ Limits exceeding Rs.50 lacs - Rs.6,000/-

STAR IPO LOAN It is a tailor made product for investing in capital market. ELIGIBILITY: I n d i v i d u a l s account. PURPOSE: To subscribe to Initial Public Offerings (IPO) who have PAN Number and Demat

including through book-building. TYPE OF FACILITY: D e m a n d L o a n MARGIN: 5 0 % * ( s u b j e c t t o R B I d i r e c t i v e s ) PERIOD OF LOAN: M a x i m u m 6 0 d a y s RATE OF INTEREST: 0.75% below BPLR Min.12.00% p.a. QUANTUM OF LOAN: M a x i m u m R s . 1 0 . 0 0 l a k h s p e r b o r r o w e r

STAR AUTOFIN LOAN The Scheme provides loan for purchasing 2/4 wheeler vehicles maximum amount of loan is Rs. 25 lacs, depending upon cost of vehicle & income of proponent, at attractive rate of interest and easy repayment plan. ELIGIBILTY: S a l a r i e d e m p l o y e e s , P r o f e s s i o n a l s , S e l f - e m p l o y e d , individuals with high networth, Pensioners, People Farmers, engaged Prop. in trade/commerce/ business, Firm,

Partnership firm, Companies (Pvt/Public Ltd.), Staff Members, Retired employees (other than dismissed/compulsorily retired) of the Bank. PURPOSE: P u r c h a s e o f t w o / f o u r w h e e l e r v e h i c l e s . TYPE OF ADVANCE: Demand/Term Loan (reducible as per

repayment schedule) QUANTUM OF LOAN: Max.Rs.25 lacs Minimum size of loan :-At Metro and Urban Centres : Rs.10,000/ At Rural and Semi Urban centres: No minimum size of loan. ELIGIBLE AMOUNT:

 Salaried Other

employees Salaried

24

times

of

monthly &

Gross

emoluments. than employees, Farmers PensionersTwo times of gross average annual income as per last three Income-tax returns. In case of Proprietorship/Partnership firm & Company: Two times of average annual Cash accruals (i.e. PAT+ Depreciation) as per their last three Balance - Sheet/ P & L account. Pensioners : 24 times of monthly pension (Max. loan :Rs. 2 lacs) Farmers: Depending upon Farmer's income, his repayment capacity/ability to service the debt as is being done in case of agricultural loans. RATE OF INTEREST: FOR LOANS UPTO RS.10.00 LACS: New Vehicles- Repayment upto 3 years : 1.75% below BPLR, Min. 11% p.a. at monthly rests. Repayment over 3 years : 1.50% below BPLR, Min. 11.25% p.a. Second hand vehicles : 1.00% below BPLR, Min.11.75% p.a. at monthly rests. FOR LOANS ABOVE RS.10.00 LA: New Vehicles : Repayment upto 36 months - 0.75% below BPLR - Min. 12% p.a. at monthly rests. Repayment over 3 years - 0.50% below BPLR -Min.12.25% p.a. Second hand vehicles - @ BPLR - 12.75% p.a. REPAYMENT:

Car: Max.72 EMIs Wheelers: Max.60 EMIs w.e.f. one month after first disbursement from loan account.

Scooter/motorcycle/Two

Purchase of Second hand vehicle -Age of vehicle: Upto 3 years old from the date of first registration- -Repayment Period : Not to exceed five years. SECURITY: Hypothecation of vehicle to be purchased out of Bank finance. Charge to be registered with RTO.

PROCESSING HANDLING CHARGES: One time @ 1.10% of the loan amount Min. Rs.750/-, Max. Rs.2500/ Pensioners: One time @ 1.10% of loan amonut Min. Rs.500/- Max. Rs.1,100

STAR HOLIDAY LOAN ELIGIBILITY: Salaried employees Professionals

Self-employed People engaged in business/Individuals with high net worth/Agriculturists/Pensioners/Staff members TYPE OF ADVANCE: D e m a n d L o a n ( r e d u c i b l e a s p e r r e p a y m e n t schedule) QUANTUM OF ADVANCE: Max. Rs.2.00 lacs (clean) Max. Rs.5.00 lacs (in case liquid collateral security is offered like TDRs, NSCs,IVPs, KVPs, LIC Policy (Surrender Value) etc. atleast equal to 50% of loan amount sanctioned) Rs. 10.00 lacs (In case liquid collateral security is offered like TDRs, etc. NSCs,IVPs, atleast KVPs, to LIC 100% Policy of (Surrender amount Value) equal loan

sanctioned) Pensioner: Max. Rs.1.00 lac

MINIMUM SIZE OF LOAN: At Metro and Urban Centres : Rs.10,000/ At Rural and Semi Urban centres: No minimum size of loan. PURPOSE: T o m e e t t h e e x p e n s e s ( l i k e a i r f a r e / T r a i n / B u s c h a r g e s , expenses for accommodation, sight seeing, etc.) for going for pilgrimage/tours/excursions etc. undertaken/to be undertaken by Self/spouse/children/ parents/family members/close relatives of proponent within India or abroad. MARGIN: N o s p e c i f i c m a r g i n . L o a n a m o u n t n o t t o e x c e e d p r o p o s e d expenditure/requirement.

REPAYMENT: M a x i m u m i n 2 4 E M I s ( E q u a t e d m o n t h l y i n s t a l m e n t s ) w.e.f one month after first disbursement from loan account.In special/exceptional case, upto 36 EMIs. RATE OF INTEREST: FULLY SECURED ADVANCES:(Where liquid collateral security is offered like TDRs,NSCs,IVPs, KVPs, LIC Policy (surrender value) etc. atleast equal to 100% of loan amount sanctioned 0.75% over BPLR, at present 12.00% p.a. at monthly rests. PARTLY SECURED ADVANCES:(Where liquid collateral

security is offered like TDRs, IVPs,KVPs,NSCs, LIC Policy (surrender value) etc. atleast equal to 50% of loan amount sanctioned) :2.00% over BPLR, at present 12.75% p.a. at monthly rests.

CLEAN/UNSECURED ADVANCES: 0.50% over BPLR at present 13.25% p.a. at monthly rests. For senior citizens /pensioners (where pension payment is through an a/c with the branch disbursing the loan and EMI will be recovered out of pension amount): For loan amount upto Rs.50,000/: @ 0.75% below BPLR, Min. 12.00% p.a. at monthly rests PROCESSING CHARGES: One time @ 1.10% of the loan amount,minimum Rs. 750/-, Maximum Rs.2500/-. Pensioners: One time @ Rs. 1.10% of loan amount Min. Rs.500/- Maximum Rs 1100/-

III. SERVICES
SAFE CUSTODY SERVICES Bank of India offers safe deposit Lockers and safe custody services to its customers through its large number of branches, at a very reasonable charge.

SAFE DEPOSIT VAULT Bank of India offers safe deposit Lockers and safe custody services to its customers through its large number of branches, at a very reasonable charge. STAR INSTA REMIT A product Star Insta Remit using RTGS has been introduced under which money remitted to day to any of the over 5000 designated branches in about 400 cities reach the beneficiary the same day, within hours! TARGETED CUSTOMERS FOR STAR INSTA REMIT All corporate customers All share Broking firms/agents. Individuals who approach the bank for purchase of Demand drafts/Pay orders.

 Corporates who desire to pay salary of their employees having accounts with different RTGS enabled bank branches.

SALIENT FEATURES ELIGIBILITY: Any customer of under RTGS. QUANTUM: There is no cap on minimum and maximum amount that can be remitted. BENEFITS : No courier/postal charges No physical loss or material changes while in transit Fully secured Savings on interest cost. Better Cash management. BOI STAR e-PAY Bank of India STAR e-PAY is an extremely convenient and user friendly service which enables customers to pay their bills directly from their Bank of India account without any need for cash, cheques or standing in long queue. With STAR e-PAY electricity, telephone, mobile, insurance ,gas etc bill can be paid. ELIGIBILITY: any designated Branch having a cheque-book facility in CD/SB/OD/CC account is eligible to remit funds

The facility is available to individuals having saving, current and overdraft accounts. USE OF FACILITY: The customers can use the facility by registering for BOI STAR e-PAY providing their bank account and bill details. COST OF SERVICE: F R E E ONLINE PAY: U s i n g i n t e r n e t c u s t o m e r s c a n v i e w , g i v e p a y m e n t instructions anytime and anywhere through internet

INTERNET BANKING Star Connect Retail Star Connect Corporate STAR CONNECT INTERNET BANKING SERVICES Bank of Indias Star Connect Internet Banking Service, is a state of the art facility, which allows to do virtually all banking activities from comforts of home/ office ver a mouse click. With Star Connect Internet Banking Services customers can access all their banking accounts with the Bank, 24 hours a day, 365 days a year, from anywhere in the world. A host of features like your of banking account transaction statement, details, viewing/ printing

transferring funds, third party payments, tax payments, utility bill payments, ticket booking, etc. among others will definitely make it the most convenient way for customers to conduct their banking activities.

IV. CARDS INTERNATIONAL DEBIT CUM ATM CARD can conveniently access their accounts well as point of sales terminals with

Customers ATMs as

through Merchant

establishments anywhere in the world. First usage of the card has to be on an ATM of Bank of India or ATMs of other banks participating under Cash Tree/BANCS network. SALIENT FEATURES Customers can withdraw cash upto Rs.15,000/ per day. Transfer balances among the accounts Deposit cash and cheques at ATMs provided with depository facility Check balance in their accounts A mini statement is provided for last five transactions Customer can register their request for cheque book Customers can change their PIN(Personal Identification Number) GOLD CARD This card is valid in India and Nepal for Bank of Indias elite clientele.

ELIGIBILITY: Gross annual income of Rs.1.50 lacs and above FEE: PRINCIPAL CARRs.600 p.a. ADD ON CARD- Rs.350 p.a.

TAJ PREMIUM CARD This card is valid for Bank of Indias high end users. ELIGIBILITY: Gross annual income of Rs.1.50 lacs and above FEE: PRINCIPAL CARDRs.800 p.a. ADD ON CARD- Rs.400 p.a.

INDIA CARD This card is value for money for Bank of India customers

ELIGIBILITY: Gross annual income of Rs.0.75 lacs and above FEE: PRINCIPAL CARDRs.400 p.a. ADD ON CARD- Rs.200 p.a. EXPORTERS GOLD CARD ELIGIBILITY: Exporters with good track record Satisfactory financials and cash management Asset classification as standard continuously for the past three years Satisfactory conduct of account GOLD CARD INTERNATIONAL

This card is valid in for Bank of Indias customers who are seasoned traveler ELIGIBILITY: Gross annual income of Rs.1.50 lacs and above FEE: PRINCIPAL CARDRs.1500 p.a. ADD ON CARD- Rs.800 p.a.

STEPS IN RESEARCH PROCESS

Research is defined as the human activity based on intellectual application in the investigation of matter. I. IDENTIFYING AND FORMULATING THE RESEARCH PROBLEM This is the first step for for in the market research is best process. to study services. The the The

problem customer

identified perception

the

first

research them

delivering

purpose of first research is to study the customers views about retail banking products offered by Bank of India. A customer satisfaction survey regarding retail credit is conducted.The objective underlying the first research is profit maximization of retail banking operations of Bank of India. The problem identified for the second research is to compare views of customers who have availed personal loan, education loan, auto loan and home loan offered by Bank of India, State Bank of India, Punjab National Bank and ICICI Bank. The purpose of the second research is to study the comparison of Bank of India with other banks (Bank of India, Punjab National Bank and ICICI Bank) according to customers point of view. II. RESEARCH APPROACH

After problem is better defined, approach is developed to set the information needs and research objectives. Information is gathered both from primary and secondary sources. Primary That which is collected from the source directly and for a specific purpose. Secondary Internal certain internal data was available via Bank of India brochures, circulars and website. External- internet database. III. RESEARCH DESIGN A Research Design is a framework or blueprint for conducting the research project. It details the procedure necessary for obtaining the required information, and its purpose is to design a study, determine possible answers to the research questions and provide the information needed for decision making. Based upon a for well-defined the approach market analysis, sample from Steps 1 & 2, a is framework from designing research program

developed. Research design includes incorporating knowledge secondary information qualitative design & research, and size scale and methodology selection, selection, question design, measurement

questionnaire

determining data analysis to be used. SECONDARY INFORMATION ANALYSIS Extreme Care was taken to avoid overemphasis on Internet data as most of that is unsubstantiated and the sources are unreliable which were checked against primary data from questionnaires.

 PRIMARY ended

DATA-collected and

through

the

use

of

questionnaires, Questionnaire has used qualitative (openquestions) measures. quantitative is to conducted gather (forced-choice which is an questions) sectional . THE QUESTIONNAIRE DESIGN PROCESS The information needed in questionnaire design is determined. The survey methodology is determined. The individual questions to be asked are specified. Survey

efficient means of gathering large amounts of data. Crosssurveys are used information on a population at a single point in time.

The question structure, scale, and wording is decided . The questions are ordered within the questionnaire. The questionnaire is pretested with small sample. Changes executed. are made based data the on pretest is of and survey is

ORDINAL position,

SCALINGThe but not indicate

collected magnitude

analyzed the

with

ordinal scale where numbers are used to indicate the relative difference between those positions. IV. MARKET RESEARCH DATA COLLECTION Marketing research data collection (survey fielding) is the point at which the finalized questionnaire (survey instrument) is used in gathering to information the among the chosen sample data segments. The data collection process took 30 percent of the time needed complete project. Market research collection methods:

PERSONAL

INTERVIEWING

For

the

first

research

personal interviews is conducted. PERSONAL AND TELEPHONE INTERVIEWING For the second research both personal and telephone interviewing is conducted V. SAMPLING PROCESS AND SAMPLE SIZE A sample size of 75 respondents was finalized for the customer satisfaction survey of Bank of India customers and a sample size of 50 was finalized for the comparative analysis of home loans, personal loans, education loans and auto loans offers by Bank of India and other Banks (State Bank of India, Punjab National Bank and ICICI Bank. SAMPLING FOR THE FIRST RESEARCH SAMPLING UNIVERSE The universe of this research study can be divided as The borrowers who have availed retail loan from Bank of India

SAMPLING UNIT

All the Bank of India branches in Jamshedpur.

SAMPLE SIZE - 75

SAMPLING PLAN Randomized sampling technique was chosen to collect the primary data from the borrowers to understand the perceptional views regarding the retail credit provided by Bank of India. SAMPLING FOR THE SECOND RESEARCH SAMPLING UNIVERSE

The universe of this research study can be divided as The borrowers who have availed home loan, personal loans, education loans and auto loans from Bank of India, State Bank of India, Punjab National Bank and ICICI Bank. SAMPLING UNIT All the Bank of India, State Bank of India, Punjab National Bank and ICICI Bank branches in Jamshedpur

SAMPLE SIZE - 50

SAMPLNG PLAN Randomized sampling technique was chosen to collect the primary data from the borrowers to understand the perceptional views regarding the retail credit provided by Bank of India, State Bank of India, Punjab National Bank and ICICI Bank. VI. SURVEY DATA ANALYSIS Data was analyzed with the help of spss software VII. LIMITATIONS OF SAMPLING

SMALL does

SAMPLE show

SIZE: the

My

sample picture

size of

is

much whole

small for such study, and it may be possible that it not true the population.

SMALL

AREA:

have

taken

the

sample

from

Jamshedpur only, so I have covered a small area of the target population.

TIME CONSTRAINT: Due to time constraint a bigger sample was not achieved.

RESEARCH FINDINGS OF FIRST RESEARCH 1) H O W L O N G Y O U H A V E B E E N A C U S T O M E R O F B A N K OF INDIA?

H WL N Y UH V B E AC S O E O B N O IN IA O OG O AE EN UT MR F A K F D ?

2 5

2 0

Frequency

1 5

1 0

0 L S T A 1Y A ES HN ER 1- 5 Y A S ER 5- 1 Y A S 0 ER 1 -2 Y A S 0 0 ER A O E2 Y A S B V 0 ER

H WL N Y UH V B E AC S O E O B N O IN IA O OG O AE EN UT MR F A K F D ?

INTERPRETATION: As per the frequency statistics, out of 75 respondents 2.7% have been Bank of India customers for less than 1 year, 32% have been Bank of India customers for 1 5 years, 20% have been have been Bank of India customers for 5 10 years,28% for 10 20 years and 17.3 % have been Bank of India customers for above 20 years.

2)DO YOU HAVE ANY DEPOSIT ACCOUNT WITH BANK OF INDIA?

Cumulative Percent 94.7 100.0

Valid

YES NO Total

Frequency 71 4 75

Percent 94.7 5.3 100.0

Valid Percent 94.7 5.3 100.0

WHICH INDIA?

TYPE

OF

DEPOSIT

ACCOUNT

WITH

BANK

OF

H to r m is g a

6 0

Frequency

4 0

2 0

0 0 1 2 3 4 5

M a = .2 en 1 3 S . D v = .7 1 td e . 0 2 N= 1 7

W IC T P O D P S A C U TW HB N O H H Y E F E O IT C O N IT A K F IN IA D ?

INTERPRETATION: As per the frequency statistics out the 75 respondents, 94.7% have deposit account with Bank of India. According to the histogram 63 respondents have savings bank, 4 respondents have current deposit and 4 respondents have both savings bank and current deposit and the rest 4 respondents had no deposit account with Bank of India. 3)WHICH TYPE OF RETAIL SERVICE HAVE YOU AVAILED FROM BANK OF INDIA?

W IC T P O R T ILS R IC H V Y UA A E F O B N O H H YE F EA E V E A E O V IL D R M A K F IN IA D ?

6 0

Frequency

4 0

2 0

0 SF DP S A E E O IT V UT A L SF C SOY AE UT D S R IC S E V E RM T N E E IT A C S N TA P IC B E O P L A L IN E N TB N IN T R E A K G A DR M T N E N E IT A C S

W IC T P O R T ILS R IC H V Y UA A E F O B N O H H YE F EA E V E A E O V IL D R M A K F IN IA D ?

INTERPRETATION: A s p e r t h e s t a t i s t i c s o u t o f 7 5 r e s p o n d e n t s , 4 have availed the safe deposit services,1 have availed of safe custody services,1 have availed remittances and 1 have availed both India. internet banking and remittances and the rest 68 respondents have not availed any retail service from Bank of

4) W H I C H T Y P E O F C A R D F A C I L I T Y H A V E Y O U A V A I L E D FROM BANK OF INDIA?

Cumulative Percent 24.0 98.7 100.0

Valid

DEBIT CARD NOT APPLICABLE DEBIT CARD AND INDIA CARD Total

Frequency 18 56 1 75

Percent 24.0 74.7 1.3 100.0

Valid Percent 24.0 74.7 1.3 100.0

INTERPRETATION: As per the statistics,out of 75 respondents 18 have used the debit card facility,1 have used the debit card and India card facility and the rest 56 respondents have not availed any card facility from Bank of India. 5) W H I C H T Y P E O F R E T A I L L O A N H A V E Y O U A V A I L E D FROM BANK OF INDIA?

W IC T P O R T ILL A H V Y UA A E F O B N O IN IA H H Y E F E A O N A E O V IL D R M A K F D ?
SA H M L A T R O E ON S A E U A IO L A T R D CT N ON SA P RO A L A T R E S NL ON SA A T F L A T R U O IN O N S A E U A IO L A T R D CT N ON A DS A M R A E N T R O GG L A . ON S A H M L A ,S A T R O E ON T R P ROA L A A D E S NL ON N SA M RGG L A T R OT A E ON S A H M L A ,S A T R O E ON T R P R O A L A ,S A E S NL ON T R H L A L A A D O ID Y O N N SA M RGGL A T R O T A EON SA H M L A A D T R O E ON N SA P RO A L A T R E S NL ON

INTERPRETATION: As per the statistics out of 75 respondents 7 have availed Star home loan, 9 have Star education loan, 42 have availed Star personal loan,12 have availed Star autofin loan,2 have availed both Star home loan and Star personal loan ,1 have availed Star education loan and Star mortgage loan, 1 have availed Star home loan, Star personal loan and Star mortgage loan and 1 have availed Star home loan ,Star personal

loan, Star holiday loan and Star mortgage loan. Majority of the respondents have availed Star personal loan.

6)WHAT IS THE AMOUNT OF LOAN YOU HAVE AVAILED FROM BANK OF INDIA?
Cumulative Percent 26.7 90.7 97.3 100.0

Valid

BELOW 50,000 50,000 - 5 LACS 5 LACS 10 LACS 10 LACS - 30 LACS Total

Frequency 20 48 5 2 75

Percent 26.7 64.0 6.7 2.7 100.0

Valid Percent 26.7 64.0 6.7 2.7 100.0

INTERPRETATION:

As

per

the

statistics

out

of

75

respondents, 20 have availed loan below Rs 50,000, 48 have availed loan between Rs 50,000 5 lacs , 5 have availed loan between 5 lacs to 10 lacs and 2 have availed loan between 10 lacs to 30 lacs .There are no respondents who availed loan above 30 lacs .

7) T O W H A T E X T E N T D O Y O U A G R E E O R D I S A G R E E W I T H THE FOLLOWING STATEMENTS?

B N O I D OF R S O T A D U K E V E O A K FN I A F E S M OH N Q I S R I F R C C D B RE E T F ON I U S MN O L A S S
5 0

Frequency

4 0

3 0

2 0

1 0

0 SR N L A RE T O GY G E A RE GE N UR L ETA D A RE I GE S SR N L T O GY D A RE I GE S

B N O I D OF R S O T A D U K E V E O A K FN I A F E S M OH N Q I S R I F R C C D B RE E T F ON I U S MN O L A S S

INTERPRETATION: As per the bar chart depicted above out of the 75 respondents 50 strongly agree, 16 agree, 2 neutral,3 disagree and 4 strongly disagree that Bank of India offers smooth and quick service for disbursement of loans.

BANK OF INDIA OFFERS AFFORDABLE RATE OF INTEREST

Bars s how Modes

S TRONG LY DIS A GREE

DIS A GRE E

NEUT RA L

A GREE

S TRONG LY AG REE

Valid

STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAGREE Total

Frequency 27 30 5 8 5 75

Percent 36.0 40.0 6.7 10.7 6.7 100.0

Valid Percent 36.0 40.0 6.7 10.7 6.7 100.0

Cumulative Percent 36.0 76.0 82.7 93.3 100.0

INTERPRETATION:A depicted above. As

Bar the

chart

according

to

modes out of

is 75

per

frequency

statistics

respondents 27 strongly agree, 30 agree,5 are neutral,8 disagree and 5 strongly disagree that Bank of India offers affordable rates of interest.

FLEXIBILITY IN THE REPAYMENT SCHEDULE OFFERED BY BANK OF INDIA

40

30

Frequency

20

10

0 STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAGREE

FLEXIBILITY IN THE REPAYMENT SCHEDULE OFFERED BY BANK OF INDIA

INTERPRETATION:A Bar chart showing the respondents views about the repayment schedule is depicted above. As per the statistics out of 75 respondents, 25 strongly agree, 38 agree ,3 are neutral ,3 disagree and 1 strongly disagree about the flexibility in the repayment schedule offered by Bank of India.

Ht g m i or s a

3 0

Frequency

2 0

1 0

0 0 1 2 3 4 5 6

Mn25 e =. a 1 S .Dv =. 1 t d e. 1 6 2 N7 =5

T E R CSI G H R E O B N O I D I H P OES CA GS F A K FNI S N A RS N BE E OA L

INTERPRETATION: A histogram is depicted above showing the respondents views about the processing charges of Bank of India. As per agree, the 25 statistics, agree,10 out are of the 75 respondents disagree and 28 5 strongly neutral,7

strongly disagree that the processing charges of Bank of India regarding loans is reasonable. THE RETAIL PRODUCT OFFERINGS CATERS THE NEED OF CUSTOMERS
Cumulative Percent 33.3 60.0 96.0 100.0

Valid

STRONGLY AGREE AGREE NEUTRAL DISAGREE Total

Frequency 25 20 27 3 75

Percent 33.3 26.7 36.0 4.0 100.0

Valid Percent 33.3 26.7 36.0 4.0 100.0

INTERPRETATION:A table on frequencies is depicted above showing the respondents per the views about out of the 75 retail products ,25 offerings at Bank of India(deposits, loans, services and card facility).As statistics, respondents strongly agree, 20 agree,27 are neutral ,3 disagree that the retail products offerings at Bank of India caters the need of customers.

FULL DISCLOSURE ABOUT THE HIDDEN CHARGES

Cumulative Percent 61.3 77.3 90.7 98.7 100.0

Valid

STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAGREE Total

Frequency 46 12 10 6 1 75

Percent 61.3 16.0 13.3 8.0 1.3 100.0

Valid Percent 61.3 16.0 13.3 8.0 1.3 100.0

INTERPRETATION: A table on frequencies is depicted above showing the respondents views about the full disclosure of hidden charges in Bank of India. As per the statistics out of 75 respondents 46 strongly agree, 12 agree ,10 are neutral ,6 disagree and 1 strongly disagree about the full disclosure of hidden charges in Bank of India. 8) RATE THE FOLLOWING FACTORS ON A SCALE OF 5?
C N E I N L C T N F A K FN I O V N T O AI E O O BN O I D A

4 0

Frequency

3 0

2 0

1 0

0 E CLE T X EL N VR GO EY OD GO OD S TS A T R A I F CO Y

C N E I N L C TO O B N O I D O V N T O AI N F A K F N I E A

INTERPRETATION: A Bar chart is depicted above showing the respondents views about the convenient location of Bank of India. As per the statistics out of 75 , respondents, 8 38 respondents,16 respondents,13 respondents respondents

suggested the convenient location of Bank of India branches as excellent, very good, good and satisfactory respectively.

C -O E A IO O B N O IN IAE P O E S O PRT N F AK F D ML YE
ECLE T X EL N VR GO EY OD GO OD ST F COY A IS A T R

Valid

EXCELLENT VERY GOOD GOOD SATISFACTORY Total

Frequency 27 25 18 5 75

Percent 36.0 33.3 24.0 6.7 100.0

Valid Percent 36.0 33.3 24.0 6.7 100.0

Cumulative Percent 36.0 69.3 93.3 100.0

INTERPRETATION:

Pie

chart

and

frequency

table

is

depicted above showing the respondents views about the cooperation of Bank of India employees. As per the statistics out of of 75 India respondents, customers 27 as respondents, excellent, very 25 respondents,18 ,good and respondents,5 respondents suggested the co-operation of Bank good satisfactory respectively.

BRAND IMAGE OF BANK OF INDIA IN THE MARKET

Histogram

30

Frequency

20

10

0 0 1 2 3 4 5

Mean =2.04 Std. Dev. =0.936 N =75

BRAND IMAGE OF BANK OF INDIA IN THE MARKET

Valid

EXCELLENT VERY GOOD GOOD SATISFACTORY Total

Frequency 28 19 25 3 75

Percent 37.3 25.3 33.3 4.0 100.0

Valid Percent 37.3 25.3 33.3 4.0 100.0

Cumulative Percent 37.3 62.7 96.0 100.0

INTERPRETATION:A

histogram

and

frequency

table

are

depicted above showing the respondents view about the brand image of Bank of India in the market. As per the statistics out of India 75 in respondents the market ,28 as respondents,19 very respondents,25 ,good and repondents,3 respondents suggested the brand image of Bank of excellent, good

satisfactory respectively. Most of the respondents suggested the brand image of Bank of India as excellent. THE RANGE OF WIDE RETAIL PRODUCTS OFFERINGS AT BANK OF INDIA

T ER N EO W ER T ILP O U TO F R G A B N O IN IA H A G F ID E A R D C F E IN S T A K F D

3 0

Frequency

2 0

1 0

0 ECLE T X EL N VR GO EY OD GO O D S T F CO Y A IS A T R P O OR

T ER N EO W ER T ILP O U TO F R G A B N O IN IA H A G F ID E A R D C F E IN S T A K F D

Valid

EXCELLENT VERY GOOD GOOD SATISFACTORY POOR Total

Frequency 14 24 26 10 1 75

Percent 18.7 32.0 34.7 13.3 1.3 100.0

Valid Percent 18.7 32.0 34.7 13.3 1.3 100.0

Cumulative Percent 18.7 50.7 85.3 98.7 100.0

INTERPRETATION:

Bar

char

and

frequency

table

are

depicted above showing the respondents view about the range of retail products offerings (deposits, loans, services and Card facility).As per the statistics out of 75 respondents, 14 respondents, 24 respondents, 26 respondents,10 respondents,1 respondents suggested the range of retail products offerings at Bank of India as excellent, very good, good, satisfactory and poor respectively.

THE AVAILABILTY OF MODERN BANKING FACILITIES IN BANK OF INDIA

TE VI AI I Y F OEN AK GAI ITSN AK FNI H AA B T OMDR BNI FC I E I BN OI D L L N L A

ECLET XEL N VR GO EY OD GO OD ST FCOY AI AT R S PO OR

Valid

EXCELLENT VERY GOOD GOOD SATISFACTORY POOR Total

Frequency 16 24 20 11 4 75

Percent 21.3 32.0 26.7 14.7 5.3 100.0

Valid Percent 21.3 32.0 26.7 14.7 5.3 100.0

Cumulative Percent 21.3 53.3 80.0 94.7 100.0

INTERPRETATION: depicted per above

Pie the

chart

and

frequency views

table about

are the

showing

respondents

availability of modern banking facilities in Bank of India. As the statistics out of 75 respondents, 16 respondents,4 respondents,24 respondents respondents,20 respondents,11

suggested the availability of modern banking facilities in Bank of India as excellent, very good , good, satisfactory and poor respectively. 9) ARE YOU SATISFIED WITH THE SERVICE OF BANK OF INDIA AND WOULD YOU AGAIN SELECT BANK OF INDIA FOR ANOTHER RETAIL LOAN?

Valid

YES NO Total

Frequency 69 6 75

Percent 92.0 8.0 100.0

Valid Percent 92.0 8.0 100.0

Cumulative Percent 92.0 100.0

INTERPRETATION:

frequency

table

is

depicted

above

showing the customer satisfaction figures. As per the statistics out of 75 respondents, 69 are satisfied with service of Bank of India and would again select Bank of India for another retail loan and rest 6 respondents are not satisfied with service of Bank of India and would not select Bank of India for another retail loan. Most of the respondents i.e.92% are satisfied with the service of Bank of India and would again select Bank of India for another retail loan.

HOW LONG YOU HAVE BEEN A CUSTOMER OF BANK OF INDIA? * ARE YOU SATISFIED WITH THE SERVICE OF BANK OF INDIA AND WOULD YOU AGAIN SELECT BANK OF INDIA FOR ANOTHER RETAIL LOAN?

ARE YOU SATISFIED WITH THE SERVICE OF BANK OF INDIA AND WOULD YOU AGAIN SELECT BANK OF INDIA FOR ANOTHER RETAIL LOAN?

Total

YES HOW LONG YOU HAVE BEEN A CUSTOMER OF BANK OF INDIA? LESS THAN 1 YEAR 1 - 5 YEARS 5 - 10 YEARS 10 - 20 YEARS ABOVE 20 YEARS Total 1 23 14 20 11 69

NO 1 1 1 1 2 6

YES 2 24 15 21 13 75

INTERPRETATION: A c r o s s t a b u l a t i o n i s d e p i c t e d a b o v e s h o w i n g the relation between time for which the respondents have been Bank of India customers and their satisfaction with Bank of India services .According to the table depicted above out of 11 respondents who have been Bank of India customers for above 20 years 2 are not satisfied with the service of Bank of India. As the figures 92% of the respondents are satisfied with the service of Bank of India and would again select Bank of India for another retail loan.

10) YOUR SUGGESTIONS FOR THE BETTERMENT OF SERVICES IN BANK OF INDIA The suggestions taken from the respondents is compiled and summarized in the following points Extension of repayment schedule Processing charges should be reduced Improvement facilities Loan disbursement to be done without delay Number of ATMs should be increased There should be money counting machines for customers There should be one computer screen in front of customer so that he can easily view his account details Internet banking should in all branches Customer should be provided information about the new products Lowering of interest rates Charges nominal Number increased of cash counters should be of money transfer to be be introduced in modern banking

RESEARCH FINDINGS OF SECOND RESEARCH COMPARATIVE ANALYSIS OF EDUCATION LOAN OFFERED BY BANK OF INDIA AND OTHER BANKS (PUNJAB NATIONAL BANK, ICICI BANK AND STATE BANK OF INDIA)
WHAT IS THE AMOUNT OF EDUCATION LOAN YOU OR YOUR WARD HAVE AVAILED FROM BANK OF INDIA? Cumulative Percent 20.0 80.0 100.0

Valid

BELOW Rs 50,000 Rs 50,000 - 5 LACS 5 LACS - 10 LACS Total

Frequency 1 3 1 5

Percent 20.0 60.0 20.0 100.0

Valid Percent 20.0 60.0 20.0 100.0

WHAT IS THE AMOUNT OF EDUCATION LOAN YOU OR YOUR WARD HAVE AVAILED FROM STATE BANK OF INDIA? Cumulative Percent 100.0

Valid

Rs. 50,000 - 5 LACS

Frequency 3

Percent 100.0

Valid Percent 100.0

THE AMOUNT OF EDUCATION LOAN YOU OR YOUR WARD HAVE AVAILED FROM PUNJAB NATIONAL BANK Cumulative Percent 50.0 100.0

Valid

Rs. 50,000 - 5 LACS 5 LACS - 10 LACS Total

Frequency 1 1 2

Percent 50.0 50.0 100.0

Valid Percent 50.0 50.0 100.0

WHAT IS THE AMOUNT OF EDUCATION LOAN YOU OR YOUR WARD HAVE AVAILED FROM ICICI BANK? Cumulative Percent 50.0 100.0

Valid

Rs. 50,000 - 5 LACS 5 LACS - 10 LACS Total

Frequency 1 1 2

Percent 50.0 50.0 100.0

Valid Percent 50.0 50.0 100.0

INTERPRETATION: Frequency tables depicting the amount of education loan availed by Bank of India, State Bank of India, Punjab National Bank and ICICI Bank customers. As per the statistics out of 12 respondents, 8 respondents have availed education loan between Rs 50,000 5 lacs. FOR WHAT PURPOSE YOU HAVE

EDUCATION LOAN FROM YOUR BANK?

F R HT UPS YU AE VI E EUA O L A? O W PRO O HV AA D DCT NON A E L I

1 2

Frequency

1 0

0 SUI S I D TD I NI E N A

F R HT UPS YU AE VI E EUA O L A? O W PRO O HV AA D DCT NON A E L I

INTERPRETATION: depicted of India, above State

Histogram the of purpose

is for

showing Bank

which the education loan is availed by Bank India, Punjab National Bank and ICICI Bank customers.

As the statistics all the 12 respondents have availed education loan for studies in India. 3) FOR WHICH COURSE YOU HAVE AVAILED EDUCATION LOAN?
F W HO SY H EVL E C I N A O H C R O A A IE D A L N R I C UE U V A D UT O O?

Frequency

0 E IEIG NN R G EN MA MT AGE NE N

FR HH U EO A A I EE C I N A O I C R Y H EVL D A W C OS U V A D U T L N O O?

INTERPRETATION: depicted of .As India, per above State the loan studies

Histogram the of course

is for

showing Bank

which the education loan is availed by Bank India, out have Punjab of 12 National Bank and ICICI Bank customers statistics respondents for and no respondents,5 education management IT studies. COMPARATIVE LOAN/VEHICLE BANK OF ANALYSIS INDIA AND OF AUTO OTHER availed

engineering,7 respondents

respondents have availed education loan for have availed education loan for medical and

LOANS OFFERED BY

BANKS(PUNJAB NATIONAL BANK,ICICI BANK AND STATE BANK OF INDIA)

WHAT IS THE AMOUNT OF AUTO/VEHICLE LOAN YOU HAVE AVAILED FROM BANK OF INDIA? Cumulative Percent 66.7 100.0

Valid

BELOW Rs 50,000 Rs 50000 - 5 LACS Total

Frequency 2 1 3

Percent 66.7 33.3 100.0

Valid Percent 66.7 33.3 100.0

WHAT IS THE AMOUNT OF AUTO/VEHICLE LOAN AUTO/VEHICLE LOAN YOU HAVE AVAILED FROM STATE BANK OF INDIA? Cumulative Percent 100.0

Valid

Rs 50000 - 5 LACS

Frequency 4

Percent 100.0

Valid Percent 100.0

WHAT IS THE AMOUNT OF AUTO/VEHICLE LOAN YOU HAVE AVAILED FROM PUNJAB NATIONAL BANK? Cumulative Percent 100.0

Valid

Rs. 50,000 - 5 LACS

Frequency 2

Percent 100.0

Valid Percent 100.0

WHAT IS THE AMOUNT OF AUTO/VEHICLE LOAN YOU HAVE AVAILED FROM ICICI BANK? Cumulative Percent 100.0

Valid

Rs. 50,000 - 5 LACS

Frequency 3

Percent 100.0

Valid Percent 100.0

INTERPRETATION:

Frequency

tables loan ICICI have

depicting the amount of auto/vehicle India, 12 Punjab National , 10 Bank and

availed by Bank of India, State Bank of Bank customers As per the statistics out of respondents respondents loan availed auto/vehicle amounting

between Rs.50,000 5 lacs. FOR WHAT PURPOSE HAVE YOU

AVAILED AUTO/VEHICLE LOAN?

H istogram

12

10

Frequency

2 M ean =1 Std. Dev. =0 N =12 0.7 0.8 0.9 1 1.1 1.2 1.3

FO W A PU PO H R H T R SE AVE YO A ILED A TO LO N? U VA U A

INTERPRETATION: Histogram depicting the purpose for which the auto/vehicle loan availed by Bank of India, State Bank of India, Punjab National Bank and ICICI Bank customers. As per the statistics all the 12 respondents have availed auto/vehicle loan for the purchase of new 2 wheeler /light weight 4 wheeler.

COMPARATIVE OFFERED OF INDIA) BY

ANALYSIS BANK OF

OF

PERSONAL AND OTHER

LOANS BANKS

INDIA

(PUNJAB NATIONAL BANK,ICICI BANK AND STATE BANK

WHAT IS THE AMOUNT OF PERSONAL LOAN YOU HAVE AVAILED FROM BANK OF INDIA? Cumulative Percent 20.0 100.0

Valid

Rs 50,000 Rs 50,000 - 5 LACS Total

Frequency 1 4 5

Percent 20.0 80.0 100.0

Valid Percent 20.0 80.0 100.0

WHAT IS THE AMOUNT OF PERSONAL LOAN YOU OR YOUR WARD HAVE AVAILED STATE BANK OF INDIA? Cumulative Percent 66.7 100.0

Valid

Rs. 50,000 - 5 LACS 5 LACS - 10 LACS Total

Frequency 2 1 3

Percent 66.7 33.3 100.0

Valid Percent 66.7 33.3 100.0

WHAT IS THE AMOUNT OF PERSONAL LOAN YOU HAVE AVAILED FROM PUNJAB NATIONAL BANK? Cumulative Percent 100.0

Valid

Rs. 50,000 - 5 LACS

Frequency 2

Percent 100.0

Valid Percent 100.0

WHAT IS THE AMOUNT OF PERSONAL LOAN YOU HAVE AVAILED FROM ICICI BANK? Cumulative Percent 100.0

Valid

Rs. 50,000 - 5 LACS

Frequency 3

Percent 100.0

Valid Percent 100.0

INTERPRETATION: Frequency tables depicting the amount of personal loan availed by Bank of India, State Bank of India, respondents , 10 respondents have availed Punjab National Bank and ICICI Bank customers As per the statistics out of 13 personal loan amounting between Rs. 50,000 5 lacs.

2) FOR WHAT PURPOSE HAVE YOU AVAILED PERSONAL LOAN?

FOR WHAT PURPOSE HAVE YOU AVAILED PERSONAL LOAN?

Frequency

0 MARRIAGE EXPENSES PURCHASE OF CONSUMER DURABLES REPAIR/RENOVATION OF EXISTING HOUSE/FLAT ANY OTHER EXPENSES APPROVED BY THE BANK

FOR WHAT PURPOSE HAVE YOU AVAILED PERSONAL LOAN?

INTERPRETATION:

Histogram

depicting

the

purpose

for

which the personal loan is availed by Bank of India, State Bank of India, Punjab National Bank and ICICI Bank customers. As per the statistics loan for the out of of 13 respondents, 1 have availed consumer durables,3 have availed personal loan for marriage expenses,5 have availed personal purchase personal loan for repair/renovation of existing house/flat and 4 have availed personal loan for any other expenses approved by the bank.

COMPARATIVE ANALYSIS OF HOME LOANS OFFERED BY BANK OF INDIA AND OTHER BANKS (PUNJAB NATIONAL BANK,ICICI BANK AND STATE BANK OF INDIA)
WHAT IS THE AMOUNT OF HOME LOAN YOU HAVE AVAILED FROM BANK OF INDIA? Cumulative Percent 50.0 100.0

Valid

Rs 50,000 - 5 LACS 5 LACS - 10 LACS Total

Frequency 1 1 2

Percent 50.0 50.0 100.0

Valid Percent 50.0 50.0 100.0

WHAT IS THE AMOUNT OF HOME LOAN YOU HAVE AVAILED FROM STATE BANK OF INDIA? Cumulative Percent 50.0 100.0

Valid

Rs. 50,000 - 5 LACS 5 LACS - 10 LACS Total

Frequency 3 3 6

Percent 50.0 50.0 100.0

Valid Percent 50.0 50.0 100.0

WHAT IS THE AMOUNT OF HOME LOAN YOU HAVE AVAILED FROM PUNJAB NATIONAL BANK? Cumulative Percent 50.0 100.0

Valid

Rs 50,000 - 5 LACS 5 LACS - 10 LACS Total

Frequency 1 1 2

Percent 50.0 50.0 100.0

Valid Percent 50.0 50.0 100.0

WHAT IS THE AMOUNT OF HOME LOAN YOU HAVE AVAILED FROM ICICI BANK? Cumulative Percent 66.7 100.0

Valid

5 LACS - 10 LACS 10 LACS - 30 LACS Total

Frequency 2 1 3

Percent 66.7 33.3 100.0

Valid Percent 66.7 33.3 100.0

INTERPRETATION: Frequency tables depicting the amount of home loan availed statistics home out of 13 by Bank of India, respondents,7 between 5 State Bank of India, have lacs availed and 5 Punjab National Bank and ICICI Bank customers. As per the respondents lacs 10 loan amounting

respondents

have

availed

home

loan

amounting

between

Rs.50,000 5 lacs. FOR WHAT PURPOSE HAVE YOU AVAILED HOME LOAN?

F RW A P R O E H V Y UA A E H V Y U A A E H M O H T U P S A E O V IL D A E O V IL D O E L A ? O N
T O P R H S /C N TR C U C A E O S U T H U E O S /FLA T T R N V T /R P IR O E O A E E A E IS IN H U E LA X T G O S /F T T P R H S P T O U C A E LO

INTERPRETATION: Pie chart depicting the purpose for which the home loan is availed by Bank of India, State Bank of India, Punjab National Bank and ICICI Bank customers. As per the statistics out of 13 respondents, 10 have availed home loan to purchase/construct house/flat ,2 have availed home loan to renovate/repair existing house/flat,1 have availed home loan to purchase plot. Most of the respondents have availed home loan to purchase/construct house/flat.

RESEARCH FINDINGS OF QUESTIONS COMMON IN THE COMPARATIVE ANALYSIS OF HOME LOANS,EDUCATION

LOANS PERSONAL LOANS AND AUTO LOANS OF BANK OF INDIA 1) YOUR AND BANK OTHER OFFERS BANKS(STATE SMOOTH AND BANK QUICK OF FOR INDIA,PUNJAB NATIONAL BANK AND ICICI BANK) DISBURSEMENT OF LOANS

BN OI D O ES MO AD U K EV E O AK FNI F R S OT N QI SRI F R A F H C C D BRE ET F ON I USM OL AS S N

8

Frequency

0 SRNL A RE T OG GE Y A RE GE SRNL D A RE T OG I GE Y S

BN O I D O ES MO AD U K EV E O AK FNI F R S OT N QI SRI F R A F H C C D BRE ET F ON I USM O L AS S N

S T B K F D O ES M T A QC S V EO T E A OI I F RSO H N U KE I FR A N NA F O D I RC DB S ET F O S I U E NOLA S RM N
1 0

Frequency

0 S O L AR T N YG E R G E AR GE E N TA E R U L

S T B K F D O ES M T A QCS V EO T E A OI I F RSO HN U KE I FR A N NA F O D I RC DB S ET F O S I U E NOLA S RM N

IC I B N O F R S O T A DQ IC S R IC F RD B R E E T IC A K F E S M O H N U K E V E O IS U S M N O L AS F ON

Frequency

0 SR N L A RE T O GY G E A RE GE N UR L ETA

IC I B N O F R S O T A D U K E V EF R IS U S M N IC A K F E S M O H N Q IC S R IC O D B R E E T O L AS F ON

P N A N T N L B N O F R S O T A DQ IC S R IC F R U J B A IO A A K F E S M O H N U K E V E O D B R E E TO L A S IS U S M N F O N
5

Frequency

0 SR N L A RE T O GY G E A RE G E

P N BN T N L B N O F R S O T A DQ IC S R IC F R U JA A IO A A K F E S M O H N U K E V E O D B R E E TO L A S IS U S M N F O N

INTERPRETATION:

The

bar

charts

show

the

respondents

views about smooth and quick disbursement of loans in Bank of

India, State Bank of India, ICICI Bank and Punjab National Bank. Comparing Bank of India with State Bank of India, ICICI Bank and Punjab National Bank customers. 53.3% of Bank of India customers strongly agree, 40% of Bank of India customers agree and 6.7% of Bank of India customers strongly disagree availment of smooth and quick service for disbursement of loans.62.5% of State Bank of India customers strongly agree,31.3% of State Bank of India customers agree and 6.3% of State Bank of India customers are neutral for availment of smooth and quick service for disbursement of loans.63.6% of ICICI Bank customers strongly agree, 27.3% of ICICI Bank customers agree and 9.1% of ICICI Bank customers are neutral for availment of smooth and quick service for disbursement of loans. 62.5 % Punjab National Bank customers strongly agree and 37.5% of Punjab National Bank customers agree availment of smooth and quick service for disbursement of loans.

AFFORDABLE RATES OF INTEREST

BANK OF INDIA OFFERS AFFORDABLE RATES OF INTEREST

STRONGLY AGREE AGREE NEUTRAL DISAGREE

STATE BANK OF INDIA OFFERS AFFORDABLE RATES OF INTEREST

STRONGLY AGREE AGREE NEUTRAL DISAGREE STRONGLY DISAGREE

IC I B N O F R A F R A L R T SO IN E E T IC A K F E S F O D B E A E F T R S
SR N L A RE T O GY G E A RE GE D A RE IS G E

PU JA N TIO A B N O N B A N L A K FFER A S FFO D B R TES O IN R A LE A F TER ST E

S O G A R E TR N LY G E A R E G E

INTERPRETATION:

The

pie

charts

show

the

respondents

views about the affordable rates of interest in Bank of India, State Bank of India, ICICI Bank and Punjab National Bank. Comparing Bank of India with State Bank of India, ICICI Bank and Punjab National Bank customers. 33.3% of Bank of India customers strongly agree,40% of Bank of India customers agree 13.3% of Bank of India are neutral and 13.3% of Bank of India customers strongly disagree affordable rates of interest.18.8% of State Bank of India customers strongly agree,43.8% of State Bank of India customers agree,18.8% of State Bank of India customers are neutral,12.5% of State Bank of India customers disagree and 6.3% of State Bank of India customers strongly disagree affordable rates of interest.18.2% of ICICI Bank customers strongly agree, 72.7% of ICICI Bank customers

agree and 9.1% of ICICI Bank customers disagree affordable rates of interest. 37.5% of Punjab National Bank customers strongly agree and 62.5% of Punjab National Bank customers agree affordable rates of interest.

FLEXIBILITY IN THE REPAYMENT SCHEDULE

FLEXIBILITY IN THE REPAYMENT SCHEDULE OFFERED BY BANK OF INDIA Cumulative Percent 33.3 80.0 100.0

Valid

STRONLGY AGREE AGREE NEUTRAL Total

Frequency 5 7 3 15 1 16

Percent 31.3 43.8 18.8 93.8 6.3 100.0

Valid Percent 33.3 46.7 20.0 100.0

Missing Total

System

FLEXIBILITY IN THE REPAYMENT SCHEDULE OFFERED BY STATE BANK OF INDIA Cumulative Percent 37.5 81.3 87.5 100.0

Valid

STRONLGY AGREE AGREE NEUTRAL DISAGREE Total

Frequency 6 7 1 2 16

Percent 37.5 43.8 6.3 12.5 100.0

Valid Percent 37.5 43.8 6.3 12.5 100.0

FLEXIBILITY IN THE REPAYMENT SCHEDULE OFFERED BY ICICI BANK Cumulative Percent 45.5 63.6 81.8 100.0

Valid

AGREE NEUTRAL DISAGREE STRONGLY DISAGREE Total

Frequency 5 2 2 2 11 5 16

Percent 31.3 12.5 12.5 12.5 68.8 31.3 100.0

Valid Percent 45.5 18.2 18.2 18.2 100.0

Missing Total

System

FLEXIBILITY IN THE REPAYMENT SCHEDULE OFFERED BY PUNJAB NATIONAL BANK Cumulative Percent 25.0 75.0 100.0

Valid

STRONLGY AGREE AGREE NEUTRAL Total

Frequency 2 4 2 8 8 16

Percent 12.5 25.0 12.5 50.0 50.0 100.0

Valid Percent 25.0 50.0 25.0 100.0

Missing Total

System

INTERPRETATION:

The

frequency

tables

the

respondents

views about the flexibility in the repayment schedule of Bank of India, State Bank of India, ICICI Bank and Punjab National Bank.Comparing Bank of India with State Bank of India, ICICI Bank and Punjab National Bank customers. 33.3% of Bank of India customers strongly agree, 46.7 of Bank of India customers agree and 20% of Bank of India customers are neutral towards the repayment schedule offered by Bank of India. 37.5% of State Bank of India customers strongly agree,43.8% of State Bank of India customers agree,6.3% of State Bank of India customers are neutral,12.5% of State Bank of India customers disagree towards the repayment schedule offered by State Bank of India.45.5% of ICICI Bank customers ICICI Bank customers are neutral, agree, 18.2% of ICICI of Bank 18.2%

customers disagree 18.2 % of ICICI Bank customers strongly disagree towards the repayment schedule offered by ICICI .25 % of Punjab National Bank customers strongly agree and 50% of Punjab National Bank customers agree and 25% of Punjab National Bank customers are neutral towards the repayment schedule offered by Punjab National Bank.

THE

PROCESSING

CHARGES

OF

YOUR

BANK

IS

RESONABLE.

H istogram

Frequency

1 M ean =2 Std. Dev. =1 N =15

0 0 1 2 3 4 5

THE PRO SSING C CE HARG O BA ES F NK O IND IS F IA RESO NABLE

Histogram

10

Frequency

0 0.5 1 1.5 2 2.5 3 3.5

Mean =1.56 Std. Dev. =0.814 N =16

THE PROCESSING CHARGES OF STATE BANK OF INDIA IS RESONABLE

H t ga iso r m

Frequency

0 0 1 2 3 4 5

M a = .8 en 1 8 S . D v = .9 1 td e . 0 9 N= 8

T EP O E S GC A G SO P N A N T N L H R C S IN H R E F U J B A IO A B N ISR S N B E AK EOAL

Histogram

Frequency

0 0 1 2 3 4 5

Mean =2.6 Std. Dev. =0.843 N =10

THE PROCESSING CHARGES OF ICICI BANK IS RESONABLE

INTERPRETATION: Bank and of India,

The

Histograms Bank and

show Punjab 40%of

the

respondents Bank. India

views about the processing charges of Bank of India, State ICICI National Bank of Comparing Bank of India with State Bank of India, ICICI Bank Punjab National Bank customers. customers strongly agree, 26.7% of Bank of India customers agree and 26.7% of Bank of India customers are neutral and 6.7% of Bank of India customers disagree that the processing charges of Bank of India are reasonable.62.5% of State Bank of India customers strongly agree,18.8% of State Bank of India customers agree,18.8 % of State Bank of India customers are neutral that the processing charges of State Bank reasonable.10% of ICICI Bank customers strongly of ICICI Bank of India are agree, 30 %

customers agree ,50% of ICICI Bank customers

are neutral and 10% of ICICI Bank customers disagree that the processing charges of ICICI Bank are reasonable .37.5 % of Punjab National Bank National Bank customers strongly agree,50% of Punjab agree and 12.5of Punjab National customers

Bank customers disagree that the processing charges of Punjab National Bank of India are reasonable.

THE

RETAIL

PRODUCT

OFFERINGS

CATERS

YOUR

FINANCIAL NEEDS
T ER T ILP O U T O F R G A B N O IN IAC T R Y U H E A R D C S F E IN S T A K F D AE S O R F A C LN E S IN N IA E D
6

Frequency

0 SR N L A RE T O GY G E A RE GE NURL ET A D A RE IS G E

T ER T ILP O U T O F R G A B N O IN IAC T R Y U H E A R D C S F E IN S T A K F D AE S O R F A C LN E S IN N IA E D

THE RETAIL PRODUCTS OFFERINGS AT STATE BANK OF INDIA CATERS YOUR FINANCIAL NEEDS
8

Frequency

0 STRONGLY AGREE AGREE NEUTRAL DISAGREE

THE RETAIL PRODUCTS OFFERINGS AT STATE BANK OF INDIA CATERS YOUR FINANCIAL NEEDS

T ER T ILP O U T O F R G A P N A N T N LB N H EA R D C S F E IN S T U J B A IO A A K C T R Y U F A C LN E S A E S O R IN N IA E D
4

Frequency

0 SR N L A RE T O GY G E A RE G E NURL E T A

T E R T ILP O U T O F R G A P N A N T N L B N C T R H EA R D C S F E IN S T U J B A IO A A K A E S Y U F A C LN E S O R IN N IA E D

THE RETAIL PRODUCTS OFFERINGS AT ICICI BANK CATERS YOUR FINANCIAL NEEDS
5

Frequency

0 STRONGLY AGREE AGREE NEUTRAL DISAGREE

THE RETAIL PRODUCTS OFFERINGS AT ICICI BANK CATERS YOUR FINANCIAL NEEDS

INTERPRETATION: The bar charts shows

the respondents

views that the retail products offerings caters of Bank of India, State Bank of India, ICICI Bank and Punjab National Bank caters the customers needs Comparing Bank of India with State Bank of India, ICICI Bank and Punjab National Bank customers. 40%of Bank of India customers strongly agree, 33% of Bank of India customers agree and 20% of Bank of India customers are neutral that the retail products offerings caters their financial needs.18.8% of State Bank of India customers strongly agree,50% of State Bank of India customers agree,25 % of State Bank of India customers are neutral and 6.3 % of State Bank of India caters customers their disagree that the retail of products Bank offerings customers financial needs.9.1% ICICI

strongly customers

agree, 45.5 % disagree that

of ICICI Bank the retail

customers agree ,36.4% offerings caters

of ICICI Bank customers are neutral and 9.1% of ICICI Bank products their financial needs.25 % of Punjab National Bank customers

strongly agree , 25% of Punjab National Bank customers agree and 50% of Punjab National Bank customers are neutral that the retail products offerings caters their financial needs.

FULL DISCLOSURE ABOUT THE HIDDEN CHARGES

FU D LO R A O T TH H D C A G IN LL ISC SU E B U E ID EN H R ES B N O IN IA A K F D
S O G A R E TR N LY G E A R G EE N U A E TR L D A R E IS G E

FULL DISCLOSURE ABOUT THE HIDDEN CHARGES IN STATE BANK OF INDIA

STRONGLY AGREE AGREE NEUTRAL

FULL DISCLOSURE ABOUT THE HIDDENCHARGES IN ICICI BANK

STRO LY AG NG REE AGREE NEUTRAL DISAG REE STRO LY D NG ISAGR EE

FULL DISCLOSURE ABOUT THE HIDDENCHARGES IN PUNJAB NATIONAL BANK

STRONGLY AGREE AGREE NEUTRAL

INTERPRETATION: The pie India, ICICI Bank and

charts shows National

the respondents Bank caters the

views about the hidden charges in Bank of India, State Bank of Punjab customers needs Comparing Bank of India with State Bank of India, ICICI Bank and Punjab National Bank customers. 60%of Bank of India customers strongly agree, 26.7% of Bank of India customers agree 6.7% of Bank of India customers are neutral and 6.7% Bank of of India customers of disagree of State State about Bank Bank the of of full India India disclosure customers hidden charges.50% agree,37.5%

strongly

customers agree and 12.5 % of State Bank of India customers are neutral about the full disclosure of hidden charges.18.2% of ICICI Bank customers strongly agree, 27.3 % of ICICI Bank customers agree ,27.3% of ICICI Bank customers are neutral and 9.1% of ICICI Bank customers disagree and 18.2% of ICICI Bank customers strongly disagree about the full disclosure of hidden charges.75 % of Punjab National Bank customers strongly agree , 12.5% of Punjab National Bank customers agree and 12.5% of Punjab National Bank customers are neutral about full disclosure of hidden charges.

WOULD YOU SUGGEST ANY CHANGES IN THE FOLLOWING FIELDS?

MARGIN RATE OF INTEREST REPAYMENT SCHEDULE CAN'T SAY

INTERPRETATION: The pie charts show that majority of the respondents of Bank of India, State Bank of India, ICICI Bank and Punjab National Bank have suggested the change in the rate of interest.

WOULD YOU AGAIN SELECT BANK OF INDIA FOR ANOTHER RETAIL LOAN? Cumulative Percent 93.3 100.0

Valid

YES NO Total

Frequency 14 1 15

Percent 93.3 6.7 100.0

Valid Percent 93.3 6.7 100.0

WOULD YOU AGAIN SELECT STATE BANK OF INDIA FOR ANOTHER RETAIL LOAN?

Valid

YES NO Total

Frequency 15 1 16

Percent 93.8 6.3 100.0

Valid Percent 93.8 6.3 100.0

Cumulative Percent 93.8 100.0

WOULD YOU AGAIN SELECT PUNJAB NATIONAL BANK FOR ANOTHER RETAIL LOAN? Cumulative Percent 66.7 100.0

Valid

YES NO Total

Frequency 4 2 6

Percent 66.7 33.3 100.0

Valid Percent 66.7 33.3 100.0

WOULD YOU AGAIN SELECT ICICI BANK FOR ANOTHER RETAIL LOAN? Cumulative Percent 45.5 100.0

Valid

YES NO Total

Frequency 5 6 11

Percent 45.5 54.5 100.0

Valid Percent 45.5 54.5 100.0

INTERPRETATION:

The

frequency

tables

the

respondents

views whether they would again select their bank for another retail loan. Comparing Bank of India with State Bank of India, Punjab National Bank and ICICI Bank. 93.3% of Bank of India customers would again select their bank for another retail loan and 93.8% of State Bank of India customers would again select their bank for another retail loan, 66.7% of Punjab National Bank customers would again select their bank for another retail loan and 45.5% of ICICI Bank customers would again select their bank for another retail loan. The most nearest competitor of Bank of India is State Bank of India.

RATE

THE

SERVICES

OF

THE

FOLLOWING

BANKS

REGARDING RETAIL CREDIT ON A SCALE OF 5?

R TE TH S R IC S O B N O IN IA R A D GR A E E V E F A K F D EG R IN ETA C E IT O A IL R D N S A O 5? C LE F

12.5

Frequency

10.0

7.5

5.0

2.5

0.0 E C LLE T X E N V R G O E Y O D G O O D S T F CO Y A IS A T R P O O R C N S Y A 'T A

R ATE TH SER E O B K O IN E VIC S F AN F DIA REG D AR ING R ETA C D O IL RE IT N A S LE O 5? CA F

INTERPRETATION: As per the statistics out of 50 respondents from Bank of India, Punjab National Bank, State Bank of India and ICICI Bank , 20% of the respondents rated the services Bank of Bank of India excellent,22% rated the services of

India as very good,26% rated the services of Bank of India as good , 10% rated the services of Bank of India as satisfactory and 2% rated the services of Bank of India as poor regarding retail credit and the rest 20% cant say.

R T T ES R IC SO P N A N T N L B N R G R IN R T IL A E H E V E F U J B A IO A A K E A D G E A C E IT O AS A EO 5 R D N C L F ?
1 5

Frequency

1 0

0 E C LE T X EL N V R G O E Y O D G O O D S T F CO Y A IS A T R P O O R C N S Y A 'T A

R T T E S R IC S O P N BN T N L B N R G R IN R T IL A E H E V E F U JA A IO A A K E A D G E A C E IT O AS A E O 5? R D N C L F

INTERPRETATION: As per the statistics out of 50 respondents from Bank of India, Punjab National Bank, State Bank of India and ICICI Bank , 10 % of the respondents rated Punjab National Bank excellent,28% rated the services of the services of

Punjab National Bank as very good,30% rated the services of Punjab National Bank of Punjab National Bank rest 22% cant say. as good , 8% rated the services of as poor regarding retail credit and the Punjab National Bank as satisfactory and 2% rated the services

RATE THE SERVICES OF ICICI BANK REGARDING RETAIL CREDIT ON A SCALE OF 5?

15

Frequency

10

0 EXCELLENT VERY GOOD GOOD SATISFACTORY POOR CAN'T SAY

RATE THE SERVICES OF ICICI BANK REGARDING RETAIL CREDIT ON A SCALE OF 5?

INTERPRETATION: As per the statistics out of 50 respondents from Bank of India, Punjab National Bank, State Bank of India and ICICI Bank , 6 % of the respondents rated ICICI Bank the services of ICICI Bank as good , excellent, 16% rated the services of ICICI Bank

as very good,14% rated the services of ICICI Bank 26% rated the services of and the rest 8% cant say. rated the services of ICICI Bank

as satisfactory and 30%

as poor regarding retail credit

RATE THE SERVICES OF STATE BANK OF INDIA REGARDING RETAIL CREDIT ON A SCALE OF 5?
20

15

Frequency

10

0 EXCELLENT VERY GOOD GOOD SATISFACTORY CAN'T SAY

RATE THE SERVICES OF STATE BANK OF INDIA REGARDING RETAIL CREDIT ON A SCALE OF 5?

INTERPRETATION: As per the statistics out of 50 respondents from Bank of India, Punjab National Bank ,State Bank of India and ICICI Bank , 20 % of the respondents rated State Bank of India as the services of excellent, 38% rated the services of State

State Bank of India as very good,22% rated the services of State Bank of India 16 % cant say. as good , 4% rated the services of Bank of India as satisfactory regarding retail credit and the rest

SWOT ANALYSIS
SWOT Analysis is a strategic planning method used to evaluate the Strengths, Weaknesses, Opportunities, and Threats involved in and a project. It specifies to the objective that by of the project and identifies the internal and external factors that are favorable unfavorable of achieving of India objective. delivering The most objective customer defined in this project is profit maximization of retail banking operations banks. STRENGTHS A company strength is of a competency or exploitation of a critical factor to develop company competitiveness. WEAKNESS A company an unsuccessful application of a competency or the non-exploitation of a critical factor that diminishes company competitiveness. OPPORTUNITIES condition that An opportunity impact is an external companys could positively the Bank satisfaction in comparison with nationalized and commercial

critical performance parameters and improve competitive advantage provided positive action is taken in time THREATS - A threat is an external condition that could negatively impact the companys critical performance parameters and diminish competitive advantage provided positive action is not taken in time.

A Table depicting the SWOT ANALYSIS is shown below

STRENGTHS Customer loyalty and Lack

WEAKNESSES of marketing products of retail through

commitment over years. Truly banking in Bank of India Quality service Strong brand image Cost Advantage Wide geographical coverage OPPORTUNITIES

its relationship beyond banking proper channels. Customers are not aware of the services and card facility under retail banking products. Lesser number of ATMs.

THREATS

Increasing customer base in a Owing presence of peer banks developing market of India In this internet age there wide access to customers in the business who are is offering the most technological advanced facilities

CONCLUSION
On the basis of the observation made by the analysis, the following conclusions have been drawn for the first research of the 75 customers of Bank of India 28% for 10 20 years and 17.3 % have been Bank of India customers for above 20 years. This proves the loyalty of the customers towards the bank. 91% of the respondents have not availed any retail service (Safe Deposit vault, Safe custody services, Internet Banking, BOI Star e-pay, Remittances).Majority of the respondents have not availed any retail service from Bank of India. 74.7% card, of the respondents card, have not gold availed card, any Gold have card card not

facility (Debit card, Gold card, Taj premium card, India Kisan Exporters of the International). Majority respondents

availed any card facility from Bank of India. 56% of the respondents have availed Star personal loan. Most of the respondents have availed Star personal loan from Bank of India. 67% of the respondents strongly agree and 21% of the respondents agree that Bank of India offers smooth and quick service for disbursement of loans.

 36% of the respondents strongly agree and 40% of the respondents agree that Bank of India offers affordable rates of interest. 33% of the respondents strongly agree and 51% agree that Bank of India offers flexible repayment schedule. 37% of the respondents strongly agree and 33% agree that the processing charges of Bank of India is reasonable. 92% of the respondents are satisfied and would again select Bank of India for another retail loan On the basis of the observation made by the analysis, the following conclusions have been drawn for the first research of the 50 respondents from Bank of India and other banks (State Bank of India, Punjab National Bank and ICICI Bank) AFFORDABLE RATES OF INTEREST 13.3 % of Bank of India customers strongly disagree 6.3 % of State Bank of India customers strongly disagree 9.1% of ICICI Bank customers disagree 0% of Punjab National Bank customers disagree THE REPAYMENT SCHEDULE

FLEXIBILITY IN

46.7% of Bank of India customers agree 43.8% of State Bank of India customers agree 45.5% of ICICI Bank customers agree 50% of Punjab National Bank customers agree

 THE PROCESSING CHARGES ARE RESONABLE 40% of Bank of India customers strongly agree 62.5% of State Bank of India customers strongly agree 10% of ICICI Bank customers strongly agree 50% of Punjab National Bank customers strongly agree

THE RETAIL PRODUCTS OFFERINGS CATERS YOUR FINANCIAL NEEDS 40% of Bank of India customers strongly agree 18.8% of State Bank of India customers strongly agree 9.1% of ICICI Bank customers strongly agree 25% of Punjab National Bank customers strongly agree

FULL DISCLOSURE ABOUT THE HIDDEN CHARGES 60 % of Bank of India customers strongly agree 50% of State Bank of India customers strongly agree 18.2% of ICICI Bank customers strongly agree 75% of Punjab National Bank customers strongly agree OF CUSTOMERS WHO WOULD AGAIN

PERCENT

SELECT THEIR BANK FOR ANOTHER RETAIL LOAN 93.3 % of Bank of India customers 93.8% of State Bank of India customers 45.5% of ICICI Bank customers 66.7% of Punjab National Bank customers

RATING OF SERVICES REGARDING RETAIL CREDIT 20% of the respondents rated Bank of India as excellent

20%

of

the

respondents

rated

State

Bank

of

India

as

excellent 6% of the respondents rated ICICI Bank as excellent 10% of the respondents rated Punjab National Bank as excellent From the above available data and study conducted, it passes through a general comprehension that retail banking services rendered by Bank of India to every class of recipients in the society has a rare match. In Bank of India where the Bank cares alike for both upper and lower classes of society, where quality in services makes the difference and where the guiding star greets the gaze to anyone who steps into its premises is itself a lively exposition for relationship beyond banking.

RECOMMENDATIONS
Retail Banking products (services, loans, card, deposits) of Bank of India should be made popular by advertising and print media Various schemes and incentives should be provided with Star personal loan Internet popular Personnel should be appointed to explain the utilities of retail banking products of Bank of India to customers. Number of ATMs should be increased . Banking and BOI Star e-pay should be made

BIBLIOGRAPHY
www.google.com www.bankofindia.com www.researchpapers.net Circulars of Bank of India Knowledge portal of Bank of India Economic times