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Gap Analysis of Services Offered in Retail Banking

Gap Analysis of Services Offered in Retail Banking

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Published by jignay

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Published by: jignay on Feb 12, 2009
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04/15/2013

 
Gap Analysis of Services offered in Retail Banking
“ANALYZING THE GAP BETWEEN MANAGEMENTPERCEPTION AND CUSTOMER PERCEPTION WITHRESPECT TO THE SERVICES OFFERED IN RETAILBANKING”
 A grand Project report submitted in Partial Fulfillment of award of MBA Degree
 
Gap Analysis of Services offered in Retail Banking
CONTENTS
1.Banking Industry Introduction2.Introduction to Retail Banking3.Banks’ Profile4.Research Methodology5.Analysis6.Suggestions7.Future of Retail Banking8.Bibliography
 
Gap Analysis of Services offered in Retail Banking
EXECUTIVE SUMMARY
The report “Analyzing the Gap between Management Perception and CustomePerception With Respect To the Services Offered In Retail Banking” aims to assimilatedata about the various aspects of Retail banking services, to analyze the perceptions of the management and the customers regarding the services offered in Retail banking andto find out whether any gaps do exist between the services offered and the customer expectations. We have taken 6 Banks which represent the Nationalized, Private andMultinational Banks of the Banking Industry in India-- SBI- Corporation Bank 
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HDFC Bank 
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ICICI Bank 
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Citibank 
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Standard Chartered Bank The criteria for selecting these banks were their deposit base. We have limited our Service Category to the core services in Retail Banking and a few specialized services.The report is a mixture of Secondary and Primary data, with Questionnaires beingour major instrument to collect primary data.Major topics we have attempted to cover in this project are to: --Explore the services and products offered by the banks to individual customers.-Understand the perception of the management with respect to services offered by banks.-Understand the perception of the customers with respect to services offered by banks.

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Ramindra Suwal added this note
hi, i am student of MBA and i need this report for reference.please send me copy ot this in Email :ramindrasuwal@gmail.com.
Nilesh Kumar liked this
Lavv Vvy added this note
gud job sirrrrrrrrrrrr. can u plz mail dis project on my id as i m doing mba in finance n in need of it . this becomes very helpful for me in my project so i request u to mail me this project as early as u can on forever_lotsoflove@yahoo.co.in

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