1

Oriental Bank of Commerce

Established on 19th Feb' 1943 in Lahore, Oriental Bank of Commerce (OBC) is one of the public sector banks in India. Its modest beginning is creditable to its founder Late Rai Bahadur Lala Sohan Lal, the first Chairman of the OBC. Within four years of coming into existence, the country partitioned, the Bank shifted its Registered Office from Lahore to Amritsar. The Oriental Bank of Commerce was nationalized on 15th April 1980, and paved its way to count amongst the strongest banks in India. OBC has a network of 530 branches and 505 ATM's spread throughout India, out of which 490 branches offer centralized banking solutions. With High Capital Adequacy Ratio, Oriental Bank of Commerce is known be a consistent profit-making bank. It offers various services and products, like current/ savings account, general loans, educational loans, agricultural loans, etc, for the benefit of customers. For its effective services, the National Institute of Bank Management (NIBM) rated OBC Bank as "Customer Friendly" Bank. OBC India Grameen Project OBC's Grameen Project aims to reduce poverty & to identify the reasons which are responsible for the failure or success. OBC is implementing a Grameen Project in Dehradun District (UK) and Hanumangarh District (Rajasthan). This Scheme has a unique feature of disbursing small loans, ranging from Rs. 75 onwards. The OBC has various Agriculture Loan Schemes for farmers, such as, Composite Credit Scheme for Agricultural Leading, Overdraft Facility to Farmers, Advance against Warehouse Receipts to Farmers & Purchase of Land for Agriculture Purposes, Agriculture Clinic & Agriculture Business Centers. Comprehensive Village Development Programme On 13 April 1997 at the occasion of Baisakhi, OBC launched another unique scheme, 'The Comprehensive Village Development Programme' in three villages of Punjab. After the success of this scheme in these villages, the Bank extended the programme to more villages. Today, it covers 10 villages in Punjab, 4 in Haryana and 1 in Rajasthan. This programme focuses on providing a comprehensive and integrated package, which offers finance to the villagers. Special Services For Women Oriental Bank of Commerce has also implemented 14 point action plan for strengthening the credit delivery to women. Under this scheme bank provide various loans to women, such as, Oriented Mahila Vikas Yojana, Scheme for Professional & self Employed Women, Scheme for Beauty Parlor/ Boutiques/ Saloons/Tailoring, Scheme for Financing Working Women, etc. Head Office Oriental Bank of Commerce Harsha Bhawan, E- Block Connaught Place New Delhi - 110001 URL: www.obcindia.com

Jammu & Kashmir Bank

The origin of Jammu and Kashmir Bank Limited, more commonly referred to as J&K Bank, can be traced back to the year 1938, when it was established as the first state-owned bank in India. The bank was incorporated on 1st October 1938 and it was in the following year (more precisely on 4th July 1939) that it commenced its business, in Kashmir (India). It was initially set up as a semi-State Bank, with its capital being contributed by State as well as the public under the control of State Government. Jammu and Kashmir Bank had to face serious problems in 1947 i.e. at the time of independence. With the partition of Pakistan, two out of the total ten branches of the bank, namely the ones in Muzaffarabad and Mirpur, fell to the other side of the line of control (now Pak Occupied Kashmir), along with cash and other assets. At that point of time, in keeping with the extended Central laws of the state, J&K Bank was categorized as a Government Company, as per the provisions of Indian Companies Act 1956. It was in the year 1971 that Jammu and Kashmir Bank was granted the status of a 'Scheduled Bank'. Five years later, it was declared as "A" Class Bank, by the Reserve Bank of India (RBI). As the years passed on, the bank started achieving more and more success. Today, it boasts of more than 500 branches across the country. It was only recently that Jammu and Kashmir Bank became a billion dollar company. Governed by the Companies Act and Banking Regulation Act of India, it is regulated by RBI and SEBI. It finds a listing on the National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) as well. Unique Characteristics & Services:J&K Bank carries out banking business of the Central Government Inspite of a government equity holding of 53 per cent, Jammu & Kashmir Bank (J&K Bank) is regarded as a private sector bank J&K Bank is the one and only banker and lender of last resort to the Government of J&K Plan and non-plan funds, taxes and non-tax revenues are routed through the J&K Bank J&K Bank claims the distinction of being the only private sector bank that has been designated as agent of RBI for banking The services of J&K Bank are utilized for the purposes of disbursing the salaries of Government officials J&K Bank collects taxes pertaining to Central Board of Direct Taxes, in Jammu & Kashmir. Registered Office & Corporate Headquarters Jammu And Kashmir Bank M A Road Srinagar 190 001 Jammu & Kashmir Phone: (+91- 0194) 2481930 -2481935 Website: www.jkbank.net
2

UCO Bank
UCO Bank is a commercial bank established in 1943. The idea to establish the bank was first conceived by G.D. Birla, the famous industrialist, after the historic 'Quit India Movement' in 1942. The idea was culminated on the 6th of January 1943, when The United Commercial Bank Ltd. was born with its Registered and Head Office at Kolkata. A commercial bank and a Government of India Undertaking, it comprises of government representatives as well as renowned professionals like accountants, management experts, economists, businessmen, and so on, in its Board of Directors. United Commercial Bank has stretched out to of all segments of the economy - be it agriculture, industry, trade and commerce, services or infrastructure. Along with 13 other major commercial banks of India, United Commercial Bank was nationalized on 19th July, 1969, by the Government of India. Thereafter the Bank expanded rapidly. To keep pace with the developing scenario and expansion of business, the Bank undertook an exercise in organizational restructuring in the year 1972. Under the act of Indian Parliament, in 1985, its name changed from United Commercial Bank to the present name, UCO Bank. As of 2005, the bank has 2000 Service Units spread all over India. A distinctive feature of UCO bank is its introduction of 'NO HOLIDAY' branches. These bank branches work on all the 365 days of a year. With the age of global banking, UCO bank has also changed to be adept with the newest technology, boasting of specialized computerized branches in both India and overseas. Branches & ATM Services:Headquartered in Kolkata, UCO Bank has about 35 Regional Offices spread all over India. Overseas, it has two branches in Singapore and Hong Kong. UCO bank has a total of 414 ATMs across the country. Head Office UCO Bank Head Office 10 B.T.M Sarani Kolkata - 700001 Website: www.ucobank.com

CUSTOMER SATISFACTION
Marketing is the core element of management philosophy and the key to its success lies in focusing more and more on the customer. It will be the customer who will decide where the firm is heading. Marketer is to ensure that they satisfy every customer. No doubt the quality of the product or service will decide whether it matches the customer expectations or not, but the firm and marketer must make all efforts to ensure that consumer satisfaction is achived. Today consumer is looking out for value for money. Marketers are trying to enhance the concept of value through unique delivery methods. They should be able to percieve,interpret,serveand satisfy the customer with the type of product and services he/she desires and arm itself so as to gain a competitive edge of customerisation. Customerisation refers to the process wherein all the employees of the firm are required to interact directly with the customer and end user. Customerisation will help a firm in: Providing the quality of service to match the customer requirement. Help to focus on customers needs so as to add value and offer benefits to the customer. To identify new customers, new market segments and new applications for existing products. Work towards total customer satisfaction and maximum delight.

EXPECTATIONS
Consumers expectations though may look realistic is very often build up on a very high platform. Then the quality of the product or service may not match the expectations. This again will affect the consumers satisfaction level. So as to reduce the level of dissatisfaction amongst the customers, the marketing decision maker could adopt an approach wherein he can classify markets in relation to the degree of opportunity to deliver customer satisfaction. He could establish a list of common factors and then evaluate each market opportunity against these. The most probable factors which influence consumer behaviour are: Market size. Rate of growth of the market. Consumer emphasis and the due importance given to the quality aspect.

The consumers expectations of pre and post purchase service. Customer desire for product innovation. The firms competitive strength in terms of price and product performance.

The above aspects will help the firm to assess the various factors which can help them in building up consumer expectations and then deliver customer satisfaction accordingly. Of course there are other sources of information which also influence the consumers expectations. These may be the consumers own experience, the experience of friends, neighbours and colleagues.

CUSTOMER SATISFACTION IN SERVICE MARKETS

In India also the range of choices has gone much beyond only competing players in the same service category to new competitive services from different categories so as to satisfy the same need. Since the nature of customer needs is different,the service markets exhibit certain unique characterstics: The nature of the product exhibits varying degrees if intangibility because unlike a product,services can be considered to be a deed, aperformance or an effort. The service may become perishable if remained unsold for a long time because unlike product it cannnot be stored for later consumption. Here the product and consumption go hand in hand and are often inseprable. The organisation which provides the services retains ownership and the customer only has temporary access to it. Services can be defined as any activity or benefit that one party can offer to another that is essentially intangible and does not result in the ownership of anything.

DIMENSIONS IDENTIFIED:

ON

WHICH

CUSTOMER

SATISFACTION

WAS

The relationship dimensions were identified which leads to customer satisfaction are: Traditional services. Multi-channel banking. Internal marketing. Demographic factor.

Traditional services: It includes: Accounts and Services:

o Current Accounts o Savings Accounts o Deposit and cash withdrawals. o Bank Cheques o Credit and Debit cards o Transfers
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Loans

Multi-channel Banking: The need to meet consumers real-time service demands and to adapt as quickly as those expectations change, is driving many banks to replace their aging legacy systems with modern, flexible cores. In todays business environment meeting customers increasing service expectations is more important than ever. A comprehensive and seamless multi-channel strategy- one that includes the branch is critical survival. The various multi-channel services are: Internet banking Mobile banking
Electronic fund transfer and so on.

Internal Marketing Internal marketing can be defined as meeting the needs of the employees so that they can meet the needs of their customers. The concept of internal marketing signifies the role of employees in achieving oranisation objectives. Employees are vital and critical resourse for all banking organizations. Thus internal marketing states that organizations first markets are its employees and their second market are its consumers. It is proven fact that only satisfied employees can deliver quality services to the customers. For smooth Service delivery. Customer satisfaction. Customer loyality. Good experience.

Demographic factor Mostly banking organizations are set up on the basis of demographic study of the area. Demographic study is the study of people. In this study the people are classified in terms of age, sex, income, education, religion etc. the relationship between people is also considered.
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OBC BANK

Our Vision To be a sound all India, customer centric, efficient retail bank with contemporary size, technology and human capital; endeavouring to enrich lives across all sections of society; and committed to upholding the highest standards of corporate governance. Our Mission To provide the finest banking services by upgrading human capital and infusing advanced technology, thereby achieving total customer satisfaction; and being reckoned as the Best Bank in the Industry on all efficiency parameters.To enhance shareholders wealth by ensuring sound growth of business and make valuable contributions to national economic growth. SERVICES OF THE BANK 1.Deposits scheme:a) Flexi Fixed Deposit Scheme:- Flexi Fixed Deposit products offer liquidity in the shape of 8

Savings / Current deposit funds as well as higher returns as are available on fixed deposit funds. Moreover, there is also an element of flexibility as the depositor can meet funds requirement without loosing the interest, since transfer of funds to Savings / Current account is made available as an in-built arrangement whenever required by the depositor. In nutshell, the scheme enables a depositor to get returns on his/her funds as a fixed deposit but at the same time retaining the character of liquidity which is available in Savings Banks/Current Account.
b) Basic Banking Account:- Oriental Bank of Commerce launched the Basic Banking 'No-

Frills' Account Scheme as a Corporate Social Responsibility (CSR) of the Bank intended to make banking accessible to vast sections of the population, with the prime objectives as under: To help achieving greater financial inclusion by attracting vast sections / segments / strata of the society particularly the underprivileged ones / unbanked population of the country within the banking system.

c) Saving Accounts:Particulars Without cheque book With cheque book For senior citizens and pensioners Particulars Without cheque book With cheque book d) Current Accounts:In rural/semi urban branches Rs 500 In urban/ metropolion branches Rs 5000
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In rural/semi urban branches Rs 100 Rs 500

In urban/ metropolion branches Rs 500 Rs 1000

In rural/ semi urban branches Rs 20 Rs 250

In urban/ metropolion branches Rs 20 Rs 250

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e) Jeevan Sarthi Yojana:Purpose:- To empower and encourage physically challenged people to open accounts and avail concessional banking services. Eligiblity :- Physically challenged Persons like those suffering from, locomotor disability, Blindness (including low vision), hearing Impairment.

f) Pragati Deposit Scheme:-

Name of the scheme Date of Commencement Eligibility Minimum Amount of Deposit and balance to be maintained Add on Facilities

ORIENTAL BANK PRAGATI ACCOUNT SCHEME 14.08.2007 ALL NEW CURRENT ACCOUNTS Urban & Metropolitan Rs.5000/- Rural & Semi-urban Rs.1000/One Free ATM/ Debit Card for every Free Personal Accident (Death) insurance cover of Rs. 1 Lac Free internet / Tele banking

2. LOANS:a) Housing Loan:-

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Purpose: For Construction/ purchase of Residential House/ Flat. Eligibility: Individuals having an assured source of Income viz. Salaried Employees, self employed professionals, businessman, farmers, HUF etc. Amount of Loan: For Businessmen: 40 times Gross Monthly Income with a condition that the net take home after all deductions comes not less than 30% For Salaried Persons: 60 times Gross Monthly Income with a condition that the net take home after all deductions comes not less than 30%. Security: Mortgage of property. Margin: Loan Amount Upto Rs.5 Lacs - 10% Loan Amount Above Rs.5 Lacs &Upto Rs.20 Lacs - 15%

b) Car/Vehicle Loan: Purpose : For purchase of new scooter/motor cycle/ car/jeep etc. (Non commercial use to be registered as Private vehicle) Eligibility: For two wheelers - Rs. 6,000/- p.m (Gross Salary) For cars - Rs.10,000/- p.m (Gross Salary). c) Educational Loan: Purpose : For higher education(after schooling). Items eligible for Finance:-Admission fee/Monthly fee/Examination fee, Books, Stationery & equipments,Air fare for joining the course abroad, Boarding & lodging expenses of hostel/boarding houses, where charges are standardised and paid to the Management of the Boarding House. Any other expenses required to complete the course like study tours, project work, thesis etc. Eligibility:
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Indian nationals not above 45 years of age those who secured admission in a recognized course of an approved university (AICTE approved institutions) OR institutes recognized by a statutory body. Amount of Loan: Education in India - Max. Rs.10.00 lacs. Education Abroad - Max. Rs.20.00 lacs. Security: For Loans upto Rs.4.00 lac:No Collateral Security Co-obligation of parents/guardian is must. For Loans above 4 lacs and upto Rs.7.50 lacs:No Collateral Security required, Co-obligation of parents/guardian is must One satisfactory third party guarantee Above Rs.7.50 lacs:Co-obligation of parents/guardian is obligatory. Mortgage of immovable property or any other tangible security like pledge of NSC/UTI/LIC (Surrender Value)/Bonds/ Banks deposits (Except under tax saving scheme) etc. . having value at least equal to 100% of loan. Extension of charge on property already mortgaged with our Bank, subject to adequate residual value of security. Margin: Upto 4 lacs - NIL Above 4 lacs for education in India - 5% Education Abroad - 15% 3. SUPPORT SERVICES a) NRI Services: b) Premium Services: Internet Banking: Services offered through Oriental Banks iBanking 1.Accounts Related Operations
o o o o o o

Online Balance Inquiry View transactions Statement of Account For a given period, range of Cheque nos & Amount Cheque Status Inquiry Clearing Instruments Inquiry Stop Payment of Cheques

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2. Fund Transfer Operations

o o

Funds Transfer to own accounts Funds Transfer to other accounts within CBS Branches of OBC Min. Amount : 1000 per transaction Max.Amount : 50,000 per transaction Per day Maximum Rs.2,00,000

3. Mails Customers can send mails for clarifications/queries on Internet Banking. Relationship Manager at IBC, Secunderabad gives reply to the queries / requests raised by the customers, within 12hours.
o o

RTGS (Real Time Gross Settelment System): Real Time Gross Settlement System (RTGS), is a modern, robust, integrated payment and settlement system. RTGS is a system whereby the Banks and Financial Institutions maintaining accounts with RBI can transfer funds to one another on an immediate, final and irrevocable basis during business hours.

Eligibility Criteria For Customer Transactions Fund Transfer through RTGS can be availed by the customers who maintain their operative accounts viz., Savings Bank, Current Account. o Outward / Inward remittance facility under RTGS is offered to the customers of all our branches. o This facility is not extended to Non - Customers. o This facility is not available to customers against cash payment.
o

Benefits of the System for the Customer

o o o o

Pan Indian reach of all banks. Faster fund transfers. Operational convenience. Cost effectiveness. Minimum Transaction Amount for Fund Transfer is Rs.1.00 lac

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There is no Maximum limit for transaction amount.

CHARGES:The details of the charges to be levied are as under: Type of Transaction Inward Remittance Charges Not Prescribed. Rs.1 Lakh to 5 lakh- not exceeding Rs. 25 per transaction. Rs. 5 lakh and above- not exceeding Rs.50 per transaction.

Outward Remittance

NEFT (National Electronic Funds Transfer): Reserve Bank of India has introduced a system called 'The Reserve Bank of India National Electronic Funds Transfer System' which may be referred to as 'NEFT System', for participating banks and institutions with the required system of computer and communication network through which funds transfer operation would take place. Our bank is one of the participants in the above system. Presently, our all the 1402 Service Outlets are enabled to offer NEFT facilities to their customers. Objects:The objects of the NEFT System are: To establish an Electronic Funds Transfer System to facilitate an efficient, Secure, economical, reliable and expeditious system of funds transfer and Clearing in the banking sector throughout India, and o To relieve the stress on the existing paper based funds transfer and clearing system. o On-line tax payment:- The On-line tax accounting system (OLTAS) for collection, accounting and reporting of direct taxes (List of Direct Taxes) is operational w.e.f 01.06.2004
o

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in 144 authorized branches all over India For every tax payment made by the taxpayer there should be a challan in the prescribed format. The challan format is a single copy challan with the main challan at the top and the taxpayers counterfoil at the bottom of the challan. A taxpayer can deposit tax by: 1. Cash or 2. Cheque on same branch or 3. Cheque / draft drawn on the same bank or another bank / branch at the same center where the payment is made or 4. Payment by outstation cheques / drafts can also be made. Every challan will have a unique identification number called Challan Identification Number (CIN). c) Other Services: DMAT Account: Cash Management Services: Cash Management is logistics of moving money. Trade transaction result in movement of money across locations & across parties. It serves as the means to keep an organization functioning by making the best use of cash or liquid resources of the organization. We provide time & place value for money through CMS.

Cash Management is about managing:

o o o

Movement of money. Movement of paper/instructions/cheques. Information on movement of paper/money.

To Reduce:o o o Excess funds requirements, overdrafts, borrowings. Wastage of idle float funds. Unevenness in information, process & clearing bottleneck.

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NEW INTRODUCTION BY THE OBC BANK

Sahaj
.your life made easy
Insuring your emotions

Canara HSBC
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Oriental Bank of Commerce Life Saral Bima PLUS

Simple application process No medical tests No financial documents Loyality Additions

Canara HSBC Oriental Bank of Commerce Life Insurance Company Limited is a company formed jointly by three leading financial organizations- Canara Bank and Oriental Bank of Commerce, which are two of Indias largest nationalized banks in terms of aggregate business, along with HSBC Insurance (Asia Pacific) Holdings Limited. At Canara HSBC Oriental Bank of Commerce Life Insurance Company Limited, our aim is to provide you with a transparent range of life insurance products backed by excellent customer service and thereby, to make life simple for you.

KEY FEATURES OF THE SARAL BIMA PLUS

Easy Enrolment No Medica Tests Simple Structure Enhanced Death Benefit Limited Premium Payment Loyality Additions Tax Benefits

ELIGIBILTY CRITERIA
Entry Age : Life Assured: 18-45 years

Policy term & Premium Payment term : Policy Term: 15 years Premium Payment Term: 7 years
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Annual Premium : Minimum: Rs 6000 ; Maximum: Rs 100000 Sum Assured : 5 times Annualised Premium Equivalent

J&K BANK 1. Customer Information:

a) LOAN: Home loan:

1. Quantum of loan: For construction/purchase of land or building. For repairs/ renovations 20 months net salary, subject to a maximum of Rs10lacs. For purchase of land, 20 months net salary/income subject to maximum of Rs5lacs with in J&K and Rs10 lacs outside J&K. 2. Eligibility: Employees of govt. semi-govt.dept.,civic bodies, PSUs with minimum 5 years service.

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Reputed businessmen with minimum 5 years standing. 3. Security: Mortgage of house/property to be purchased/constructed. 4. Margin: 15% for construction/purchase of built house/flat. 20% for renovation/purchase of land. 5. Processing fee: 0.25% of loan amount. Educational loan:

1. Scale of finance: Rs10 lacs for student in India Rs20 lacs for studies in abroad. 2. Security: Personal guarantee of borrowers. Collateral security equal to amount of loan. 3. Margin: For loans up to Rs4 lacs- Nil For loans above Rs4 lacs studies in India- 5% For studies in abroad- 15% Automobile loan:

1. Eligibility: Permanent employees of state/central govt., employees of govt./semigovt. undertakings and autonomous bodies. Businessmen, professionals and self employed individuals. 2. Security: Hypothecation of vehicle to be purchased and banks charge to be registered with RTO. Guarantee of one person for all other applicants of the bank. b) INSURANCE: Life Insurance: MetLife India Insurance The bank provides life insurance with MetLife India. This service is available at all branches of the bank across India.

Non-life Insurance: Bajaj Allianz General Insurance

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The bank has entered into an alliance with Bajaj Allianz to distribute their non-life products. The products are available at all branches of the bank across India.

c) SAVINGS AND DEPOSIT: Savings Bank Deposits:

1. Salient feature: Accounts can be opened with a minimum initial deposit of Rs100/to Rs 500/2. Eligibility: More than one person can open an account. Minor through guardian or himself if above 10 years of age.

Current Account : Area Rural Semi-urban/urban Metro Min. average quarterly balance Rs1000/Rs3000/Rs5000/-

Flexi and Fixed Deposit: Flexi Deposit: 1. Salient features: Automatic access to obtain loan facility against the deposit. No execution of documents required for obtaining laon against the deposit. 2. Terms of deposit: 6 months to 10 years. 3. Amount of deposit: Rs1000/- and above in multiples of 100.

Fixed Deposit: Salient features: Ideal product for short-term investors.

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Interest accrued on quarterly basis. Can be opened with Rs100/-and above ranging from 7 days to 10 years.

Child Care Scheme:

Salient features: Ideal scheme for Children through guardian. Available in three maturity slabs of 12,16and20 years. Monthly Rs100-400 Rs500-900 Above Rs1000 2. SERVICES: a) Support Services: Technology application has remained the thrust area of the Bank for last many years with an objective to offer state of the art world class banking facilities to its customers. The Bank continued to leverage information technology as a strategic tool for its business operations, to gain competitive edge in customer service as well as improving productivity and efficiency. The Banks IT strategy emphasizes enhanced level of customer services through 24x7 availability, multi-channel Banking and cost efficiency through optimal use of electronic channels, wider market reach and opportunities for cross-selling. The Banks focus is on harnessing technology for integrating diverse products and services. Keeping this in view, the Bank continued to widen the scope of multiple delivery channels such as ATM installations, Anywhere Banking, Internet Banking and SMS Banking at more & more centers. Anywhere Banking: Power to Access to your accounts across our branch network. The facilities include Cash Deposit/Withdrawal and transfer. Outstation Cheque collection. Internet banking:
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Rate per annum 7 years 9 years 7.05% 7.05% 7.05% 7.10% 7.05% 7.15%

10 years 7.05% 7.15% 7.15%

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Available for both Retail and Corporate users. SMS Banking Statement of Accounts. Funds Transfer. ATM Services: A network of more than 260 ATMs deployed across the country. Accepting Maestro / Cirrus / MasterCard / VISA / NFS atm / debit / credit cards. Debit Cards: Pin Based -Maestro / Cirrus Debit Card Provides online access to savings or current account. Accepted at all domestic as Well as International MasterCard, Maestro, Cirrus Enabled ATM's and Point Of Sale locations. Accepted at National Financial Switch (NFS) ATM's. No Transaction Fee at JK Bank ATM's No Transaction Fee on purchases Credit Cards: 20-50 day Credit Free Period Revolving Credit Facility on paying of minimum payment due in the same billing period. Hassle free credit facility at competitive rate of interest. Cash Withdrawal Facility up to 20% of total credit limit.

b) Depository Service:

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A depository is like a bank where securities are held in electronic (dematerialized) form. Dematerialization It is the process of converting the securities held in physical form (certificates) to an equivalent number of securities in electronic form and crediting the same to the investor's demat account. Dematted securities do not have any certificate numbers or distinctive numbers and are dealt only in quantity i.e. the securities are replaceable.

c) Third-party Services: Mutual Funds: J&K Bank has entered into tie-ups with reputed Asset Management Companies for distribution of Mutual Fund products.

Mutual Fund industry is one of the fastest growing segments in financial services in India. Over the years, banks in India have emerged as the biggest distributors of financial products. This has helped the banks to capture and retain their huge client base and simultaneously adding a steady stream of fee based income.

The AMCs with which the Bank has entered into an arrangement are: UTI, Kotak and Reliance Mutual Fund.

Insurance Service:

Life insurance: MetLife India Insurance Company Limited (MetLife) is an affiliate of MetLife, Inc. and was incorporated as a joint venture between MetLife International Holdings, Inc., The Jammu and Kashmir Bank, M. Pallonji and Co. Private Limited and other private investors. Non-life insurance: The Bank has entered into an alliance with Bajaj Allianz to distribute their non life products. These products are available at all branches of the bank across India.
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UCO BANK 1. Loan Scheme: a) House loan: This housing finance scheme brings to you an excellent opportunity to have your own house or flat. The scheme has been carefully tailored to suit your requirements and match your capacity. The reasonable rate of interest that you pay will be calculated on reducing balance, i.e. you do not have to pay interest on the loan installments actually repaid from the date of such repayment. Purpose: Purchase of new independent house/ready built flat for residential purpose. Construction of independent house on the site already owned by the applicant or site proposed to be purchased from own sources. b) Car loan: This is an easy finance scheme for purchase of a new car as well as second hand vehicle not older than 5 years and economic life of a vehicle should be taken as 8 (eight) years from the date of manufacture of the vehicle. Eligibility: Salaried Persons The applicant must be a permanent employee having completed 2 years of service and remaining period of service of more than 5 years. The minimum monthly take-home pay must be Rs. 7,500/- + EMI. Professional & Businessmen Minimum income should be Rs. 1.20 Lac per annum as per Income Tax Return/Assessment. LIC Policy equal to the amount of loan should be assigned in favour of the Bank. c) Education loan: The scheme extends a helping hand to meritorious students desirous of pursuing basic/higher/professional/technical education either in India or abroad. The parents will become co-borrowers with their dependant (student) if the latter applies for educational loan.
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2. Deposit Schemes: a) UCO No-frills Savings Bank Account:Initial deposit for opening the account and maintenance of minimum balance:The account can be opened with a minimum initial deposit of Rs 5/-. In case of cheque facility being availed by the account holder, the minimum initial balance should be Rs 250/-. The account can be continue even with zero balance. b) Money back Recurring deposit scheme:- It is a long term Recurring deposit scheme with intermediate withdrawal facility. Deposits are to be made every month, and the maturity period is after 120 months. c) Lakshmi Yojna scheme:- It is a long term Recurring Deposit scheme with variable monthly deposits. The interest on deposit is calculated as the minimum monthly balance between the 10th and the last day of a month, and is credited to the account every half year. The amount deposited will attract interest as applicable to Term Deposits. Up to 90% loan facility on deposit amount is available at a nominal interest. The Yojana is best suited to shaping a bright future for your child. d) Savings account scheme:Individual Others Pensioners A/C Rs.1000/Rs.1500/Rs.250/Rs.1000/Rs.1500/Rs.100/Rs.500/Rs.1000/Rs.100/Rs.250/Rs.250/Rs.100/-

e)Current account scheme:Category of depositors Individual Others As per location of Branch Office Metro Rs.3000/Rs.5000/Urban Rs.3000/Rs.5000/Semi-urban Rs.2000/Rs.2500/Rural Rs.1000/Rs.2000/-

3.Other Services:a) NRI Services. b) Anywhere Banking.

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c) Internet Banking.

Expectations of the customers:1. Customers want better services without any irr-revalant charges:Many bank charges extra processing fee during loan process. And they neglect the loan case if they donot pay processing fee. Some banks also charges for filling up the form. But customers prefer that bank which donot charge any fee and issue the in time.

2. Customers want friendly behavior from the bank employees:Customers wants that they should be treated with friendly behavior by the bank employee. Employees should treat their customers with love and friendly smile. It helps in making the customer satisfied.

3. Customers want better service quality:Customers always want better quality of service without any hindrances. Bank personals should provide better service to their customers so that they gain trust with the offerings of the bank.

4. Bank personals should cooperate with the customers who are having less knowledge about the bank services. In this maximum people are those who use bank services very oftenly. They do not visit bank on regular basis and they are unaware of the new schemes of the bank.

5. Bank should provide proper information and knowledge to their customers. It should aware the customers about the new services and new schemes. It will help in growing the customers confidence for the bank.

6. Bank should always guide their customers in right direction and help their customers where and when to invest money.

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Literature Review
In todays competitive environment relationship marketing is critical to banking corporate success. Banking is a customer oriented services industry and Indian banks have started realizing that business depends on client service and the satisfaction of the customer. This is compelling them to improve customer service and build relationships with customers. This study, conducted among three Indian banks, aimed at identifying customer satisfaction variables which lead to relationship building, and developing a conceptual framework of relationship marketing practices in Indian banks by capturing the perspectives of customers with respect to their satisfaction with various services. It also sought to identify whether demographics have a role to play in customer satisfaction. A questionnaire designed from a literature review and in-depth interviews were utilized to arrive at the conclusion which determined the satisfaction of 100 customers of the three banks.. The three relationship dimensions, namely, traditional services, multi channel banking and internal marketing, which lead to customer satisfaction, were identified. A perceptual map was created using the factor scores of each of the three banks which helped identify how each bank was positioned in the customers minds. Reporting on the different satisfaction levels of the customers, the findings suggest that all of the three banks are able to attract all types customers who are comfortable with multi-channel banking as well as traditional facilities. But some customers are dissatisfied with banks, the reason behind their dissatisfaction is that they donot visit banks on regular basis. All banks offer same types of services but satisfaction is maintained only with the way of offering the services to the customers. Thus, here the demographic factor plays an important role in maintaining the customer satisfaction. The result from this study could provide managerial lessons on assessment of strength and improvements on methods of offering the services and in evolving a research stratergy that will benefit the management of banks.

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Objectives of the study

Every study is conducted for some objectives and aims. So objectives of this study are as follows:-

1. To identify the satisfaction level of the customers using bank services. 2. To identify the expectations of the customer using bank services. 3. To identify which bank fulfills the expectations of the customers.

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Research Methodology

While thinks of research objectives as falling into a number of following broad groupings. To gain familiarity with a phenomenon or to achieve new insights into it (studies with this object in view are termed as exploratory or formulative research studies); Research in common parlance refers to a search of knowledge. One can also define research as a scientific and systematic search for pertinent information on a specific topic. In fact, research is an art of scientific investigation. The Advanced Learners Dictionary of Current English lays down the meaning of research as- :

A careful investigation or inquiry especially through Search for new facts in any branch of knowledge. Redman and Mory define research as :

A systematized effort to gain new knowledge.

RESEARCH DESIGN A research design is the specification of methods and procedures for acquiring the information needed. It is the overall operational pattern or framework of the project that stipulates what information is to be collected from what sources by what procedures. Designing a research plan calls for decision on the data sources, research approach, research instrument and sampling plan. The research is descriptive in nature and is aimed at analyzing the satisfaction level of customers regarding bank services.

Type of Research: Descriptive research Research Method: Survey Method

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Research Instrument: Questionnaire

PROPOSED METHODOLOGY OF THE STUDY Personal interview method Structured questionnaire Survey

PROPOSED METHODOLOGY The proposed methodology of the project is based on the following lines:

Selection of the study area:- The study area of the research included people from Katra (Vaishno devi) J&K.

Selection of the sample:- The sample selected for the research constituted a figure of 100 individuals.

Selection of the method of study:- For the present study, the interview and questionnaire method was used to conduct the primary survey.

Collection of the data:- The data was collected through various primary and secondary sources. Primary data was collected through a survey by using interview and questionnaire methods. Some data was collected through secondary data sources like annual reports of the company and internet.

Analysis of data:- After the survey was completed analysis was done by plotting pie diagrams.

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Data Analysis And Interpertation:

On the basis of responses of the respondents to various questions in the questionnaire data was collected and following inferences were made:

1. In which bank you own account? Rationale:- The objective of the question is to know that in which bank maximum people have opened the acconnt.

Response OBC Bank J&K Bank UCO Bank Others

Nunber of people 85 80 62 05

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Interference:- From the above graph it is clear that from the sample of 100 people maximum number of customers i.e.,85 people having their account in OBC Bank while 80 people have their account in J&K Bank 62 and 5 people hold their account in UCO Bank and Other banks resp.

2.Which bank offers better e-banking services? Rationale:- The objective of the question is to know with which banks e-banking service most customers are satisfied.

Response OBC Bank J&K Bank UCO Bank Others

Percentage 20% 10% 10% 60%

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Interference:- From the above graph, it is clear that 60% customers think that banks other than OBC, J&K and UCO offers better e- banking services.

3.With which bank you have an investment plan? Rationale:- The objective of the question is to know with which bank customers have insured their life.

Response OBC Bank J&K Bank UCO Bank Others

Percentage 5% 35% 20% 40%

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Interference:- From the above graph, it is clear that 40% customers have insured their life from other banks while 35% and20% customers have insured from J&K Bank and UCO Bank resp. And only 5% customers have insured their life from OBC Bank.

4.Which banks services do you use regularly? Rationale:- The objective of the question is to know that which banks services are regularly being used by the customers.

Response OBC Bank J&K Bank UCO Bank Others

Percectage 70% 30% 20% 0%

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Interference:- From the above graph it is clear that maximum customers i.e.,70% uses the services of OBC Bank while 30% uses the services of J&K Bank and 20% uses the services of UCO Bank.

5.Which bank is customer friendly? Rationale:- The objective of the question is to know that which bank maintains better relations with the customer.

Response OBC Bank J&K Bank UCO Bank Others

Percentage 70% 15% 10% 5%

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Interference:- From the above graph it is clear that OBC Bank is customer friendly.

6.To what extent are you satisfied with the services offered by the bank? Rationale:- The objective of the question is to know the customers satisfaction level regarding bank services.

Response Very satisfied Satisfied Dissatisfied Very dissatisfied

Percentage 10% 60% 20% 10%

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Interference:- from above graph it is clear, that 70% customers are satisfied with the bank services and 30% customers are dissatisfied.

7.How will you rate the overall service quality of bank? Rationale:- The objective of the question is to know the quality of service received by the customers.

Response Excellent Good Fair Poor

Percentage 10% 50% 20% 20%

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Interference:- From the above graph, it is clear that 60% customers rated the bank services as excellent and good. While 20% rated as fair and 20% rated as poor.

8.Which bank helps you in strengthning the confidence and trust for it? Rationale:- The objective of the question is to know the expectations of the customers regarding banks.

Response OBC Bank J&K Bank UCO Bank Others

Percentage 60% 25% 10% 5%

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Interference:- From the above graph, it is clear that the expectations of 60% customers are being fulfilled by the OBC Bank while the expectations of 25% customers are fulfilled by J&K Bank.

9.Which bank will you prefer to your friend? Rationale:- The objective of the question is to know the preference of the customers.

Response OBC Bank J&K Bank UCO Bank Others

Percentage 70% 10% 5% 15%

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Interference:- From the above graph,it is clear that 70% customers will prefer OBC Bank while 10% will prefer J&K Bank,5% will prefer UCO Bank and 15% will prefer other banks.

FOR EMPLOYEES OF THE ORGANISATION Q. Are you satisfied with the policies for employees benefits in your organization? Rationale: The objective is to know the internal marketing process is implemented in the organization to satisfy the employees.

Response
Yes No

No. of Respondents
21 (84%) 4 (16%)
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Interference:- From above graph it is clear all organization are implementing the process of internal marketing, i.e; they are satisfying their employees so that they can deliver quality services to the customers.

FINDINGS
Workings in OBC bank was a great learning experience. During 45 days training, it was great to learn and deal with the services. The company has helped in providing a lot of experience and a lot of exposure. From above analysis, I found that maximum customers have dual account but maximum number of customers have their account in OBC Bank. I also found that 70% customers using bank services are satisfied with the services offered by banks. And rest 30% customers are dissatisfied with the bank services. These customers are dissatisfied because they donot visit bank on regular basis and they are not familiar or known to the bank staff.
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I also found that maximum customers i.e,60% are satisfied with the services of OBC bank. And rest i.e, 25%, 10%, 5% are satisfied with the services of J&K bank, UCO bank and Other banks respectively. It is because the expectations of the customers are being fulfilled by the OBC Bank. The employees of the banks are satisfied through the procedure of internal marketing implemented in their organization. Customers are satisfied with the OBC bank because they offer better services to their customers. Maximum customers have taken vehicle loan and other type of personnel loans from OBC bank because they just have to provide them only with the formalities and they donot charge any irrevelent fees. Another fact is that maximum customers are satisfied with OBC bank because the OBC banks staff mainly consist of local personals and are well known to the customers as other banks like J&K bank and UCO bank donot have any local staff. I also found that customers donot know about the life insurance scheme of OBC bank. They are still using the life insurance service of J&K bank and UCO bank as they are offering life insurance in Metlife, Bajaj Alliance and other companies.

Suggestions

1. To increase the satisfaction level of customers, the bank personals should treat the customers with warm affection and friendly smile.

2. The bank personals should not do any biasness or give any priority to the person well

known to them instead of others.

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3. Bank personals should also help those persons who have very less knowledge about the bank services or illiterate person.

4. J&K bank and UCO bank should appoint local staff in order to increase the satisfaction level of their customers.

5. OBC bank should advertise their CANNARA HSBC Life Insurance scheme known as SAHAJ.

Limitations

Though I have tried my level best to make the study and report writing qualitative and excellent, the following limitations overcome in the study. Banks have huge market national and international level, which offers different types of services to their customers. But this study is limited to Katra(Vaishno devi) only.

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The time period alloted for the study i.e; 45 days is a short period for completing this type of activity.

The accuracy of the project and conclusion is totally depending on the accuracy of the data collected and analyzed.

The result is not same for all because of following reasons:-

Only three banks are studied. Customers are too busy to contact. There may be some biased responses. It is possible that some potential source may leave untapped.

Conclusion

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From above analysis and findings, I concluded that maximum numbers of customers are satisfied with the bank services. But those who are dissatisfied with the bank services, do not visit banks on regular basis. Another thing is that OBC Bank is providing better services to their customers and thus customers are fully satisfied with the bank. And their expectations are being fulfilled by the Bank. As three relationship dimensions do not lead to the customer satisfaction because all three bank offers same types of services but here the demographic factor plays an important role in customer satisfaction. It is because OBC Bank has a staff of 15 persons having more than 10 persons including branch manager from local, as compared to J&K Bank and UCO Bank do not have any local staff. The internal marketing does not lead to customer satisfaction but it leads to employee satisfaction. Thus other than multi channel banking and traditional banking the demographic factor has a great bearing on customers satisfaction level.

BIBLIOGRAPHY
Books:45

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1 Research Methodology- C.R Kothari 2 Banking and Insurance- S.Chand 3 Marketing Management- Philip Kotler

Newspaper:The Times of India

Internet sources:www.obcbank.com www.jkbank.com www.ucobank.org www.businessnews.com www.business-standard.com

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