BANKING SERVICES IN INDIA I.

HISTORY OF BANKING IN INDIA There are three different phases in the history of banking in India. 1) 2) 3) Pre-Nationalization Era. Nationalization Stage. Post Liberalization Era.

1) Pre-Nationalization Era: In India the business of banking and credit was practices even in very early times. The remittance of money through Hundies, an indigenous credit instrument, was very popular. The hundies were issued by bankers known as Shroffs, Sahukars, Shahus or Mahajans in different parts of the country. The modern type of banking, however, was developed by the Agency Houses of Calcutta and Bombay after the establishment of Rule by the East India Company in 18th and 19th centuries. During the early part of the 19th Century, ht volume of foreign trade was relatively small. Later on as the trade expanded, the need for banks of the European type was felt and the government of the East India Company took interest in having its own bank. The government of Bengal took the initiative and the first presidency bank, the Bank of Calcutta (Bank of Bengal) was established in 180. In 1840, the Bank of Bombay and IN 1843, the Bank of Madras was also set up.

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BANKING SERVICES IN INDIA

These three banks also known as “Presidency Bank”. The Presidency Banks had their branches in important trading centers but mostly lacked in uniformity in their operational policies. In 1899, the Government proposed to amalgamate these three banks in to one so that it could also function as a Central Bank, but the Presidency Banks did not favor the idea. However, the conditions obtaining during world war period (1914-1918) emphasized the need for a unified banking institution, as a result of which the Imperial Bank was set up in1921. The Imperial Bank of India acted like a Central bank and as a banker for other banks. The RBI (Reserve Bank of India) was established in 1935 as the Central Bank of the Country. In 1949, the Banking Regulation act was passed and the RBI was nationalized and acquired extensive regulatory powers over the commercial banks. In 1950, the Indian Banking system comprised of the RBI, the Imperial Bank of India, Cooperative banks, Exchange banks and Indian Joint Stock banks.

2) Nationalization Stages: After Independence, in 1951, the All India Rural Credit survey, committee of Direction with Shri. A. D. Gorwala as Chairman recommended amalgamation of the Imperial Bank of India and ten others banks into a newly established bank called the State Bank of India (SBI). The Government of India accepted the recommendations of the committee and introduced the State Bank of India bill in the Lok Sabha on 16th April 1955 and it was passed by Parliament and got the president’s assent on 8th May 1955. The Act came into force on 1st July 1955, and the Imperial Bank of India was nationalized in 1955 as the State Bank of India.

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BANKING SERVICES IN INDIA

The main objective of establishing SBI by nationalizing the Imperial Bank of India was “to extend banking facilities on a large scale more particularly in the rural and semiurban areas and to diverse other public purposes.” In 1959, the SBI (Subsidiary Bank) act was proposed and the following eight state-associated banks were taken over by the SBI as its subsidiaries. Name of the Bank 1. State Bank of Hyderabad 2. State Bank of Bikaner 3. State Bank of Jaipur 4. State Bank of Saurashtra 5. State Bank of Patiala 6. State Bank of Mysore 7. State Bank of Indore 8. State Bank of Travancore Subsidiary with effect from 1st October 1959 1st January 1960 1st January 1960 1st May 1960 1st April 1960 1st March 1960 1st January 1968 1st January 1960

With effect from 1st January 1963, the State Bank of Bikaner and State Bank of Jaipur with head office located at Jaipur. Thus, seven subsidiary banks State Bank of India formed the SBI Group. The SBI Group under statutory obligations was required to open new offices in rural and semi-urban areas and modern banking was taken to these unbanked remote areas.

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Indira Gandhi announced the nationalization of 14 major scheduled Commercial Banks each having deposits worth Rs. Punjab and Sind Bank. 200 crores on 15th April 1980. viz. Regional Rural Banks were set up to supplement the activities of the commercial banks and to especially meet the credit needs of the weaker sections of the rural society. In 1969. 50 crore and above. This was a turning point in the history of commercial banking in India. the deposit mobilization. Nationalization of banks paved way for retail banking and as a result there has been an alt round growth in the branch network. Vijaya Bank. Corporation Bank. Oriental Bank of Commerce. Later the Government Nationalized six more commercial private sector banks with deposit liability of not less than Rs. credit disposals and of course employment. 4 . Later in 1975. Mrs. New Bank if India. i) ii) iii) iv) v) vi) Andhra Bank.BANKING SERVICES IN INDIA On 19th July 1969. the Lead Bank Scheme was introduced to extend banking facilities to every corner of the country. then the Prime Minister.

 The high level of low yielding SLR investments adversely affected the profitability of the banks.  There was downward trend in the quality of services and efficiency of the banks.  Political interference has been as additional malady. The overall growth in the deposits and the advances indicates the improvement that has taken place in the banking habits of the people in the rural and semi-urban areas where the branch network has spread.BANKING SERVICES IN INDIA The first year after nationalization witnessed the total growth in the agricultural loans and the loans made to SSI by 87% and 48% respectively. Such credit expansion enabled the banks to achieve the goals of nationalization.  The rapid branch expansion has been the squeeze on profitability of banks emanating primarily due to the increase in the fixed costs.  Poor appraisal involved during the loan meals conducted for credit disbursals. it was however. 5 . Consequences of Nationalization:  The quality of credit assets fell because of liberal credit extension policy.  The credit facilities extended to the priority sector at concessional rates. achieved at the coast of profitability of the banks.

the reforms have enhanced the opportunities and challenges for the real sector making them operate in a borderless global market place. However.  Excessive support from government. the social banking goals set for the banking industry made most of the public sector resulted in the presumption that there was no need to look at the fundamental financial strength of this bank. Revamping this structure of the banking industry was of extreme importance.  Lack of focus on profitability. along with the reforms of the real sector. Hence. Some of the factors that led to the dismal performance of banks were.  Excessive regulation on organization structure and managerial resource. Consequently they remained undercapitalized. the banking sector reformation was also addressed. formed the elements of the banking sector reforms.  Lack of transparency in the bank’s balance sheet. to harness the benefits of globalization. 6 .  Lack of competition. The route causes for the lackluster performance of banks. as the health of the financial sector in particular and the economy was a whole would be reflected by its performance.  Regulated interest rate structure. there should be an efficient financial sector to support the structural reforms taking place in the real economy.BANKING SERVICES IN INDIA 3) Post-Liberalization Era---Thrust on Quality and Profitability: By the beginning of 1990. The need for restructuring the banking industry was felt greater with the initiation of the real sector reform process in 1992.

The committee further advocated introduction of prudential forms. only aimed at liberalizing the regulatory framework. laid the foundation for the banking sector reforms. transparency in operations and improvement in productivity. flexibility in operations. These reforms tried to enhance the viability and efficiency of the banking sector. chaired by M. but also to keep them in time with international standards. by addressing the factors for its dismal performance. In this context. The emphasis shifted to efficient and prudential banking linked to better customer care and customer services. Narasimham. reduction in reserve requirements and adequate financial infrastructure in terms of supervision. The Narasimham Committee suggested that there should be functional autonomy.BANKING SERVICES IN INDIA Against this background. dilution of banking strangulations. the recommendations made by a high level committee on financial sector. the financial sector reforms were initiated to bring about a paradigm shift in the banking industry. 7 . audit and technology.

which envisaged a larger role for Private Sector Banks. Entry of Private Sector Banks: There has been a paradigm shift in mindsets both at the Government level in the banking industry over the years since Nationalization of Banks in 1969. particularly during the last decade (1990-2000). The first Private Bank in India to receive an in principle approval from the Reserve Bank of India was Housing Development Finance Corporation Limited. Having achieved the objectives of Nationalization. The first private bank in India to be set up in Private Sector Banks in India was Indus Ind Bank. IDBI ranks the tenth largest development bank in the world as Private Banks in India and has promoted a world class institutions in India. yet another Private Bank of India was incorporated in the year 1930. the most important issue before the industry at present is survival and growth in the environment generated by the economic liberalization greater competition with a view to achieving higher productivity and efficiency in January 1993 for the entry of Private Sector banks based on the Nationalization Committee report of 1991. to set up a bank in the private sector banks in India as part of the RBI's liberalization of the Indian Banking Industry.BANKING SERVICES IN INDIA Private Sector Banks Private banking in India was practiced since the begining of banking system in India. 8 . With successive years of patronage and constantly setting new standards in banking. ING Vaysya. ING Vaysya Bank has many credits to its account. It is one of the fastest growing Bank Private Sector Banks in India. It was incorporated in August 1994 as HDFC Bank Limited with registered office in Mumbai and commenced operations as Scheduled Commercial Bank in January 1995. Bangalore has a pride of place for having the first branch inception in the year 1934.

The new private sector banks have been very aggressive in business expansion and is also reporting higher profile levels taking the advantage of technology and skilled manpower. Sector Banks (9) Subsequently 9 new commercial banks have been granted license to start banking operations. 1956. In certain areas. 9 . these banks have even our crossed the other group of banks including foreign banks. Sector Banks (25) New Pvt. Also the new bank after being granted license under the Banking Regulation Act shall be registered as a public limited company under the companies Act.BANKING SERVICES IN INDIA The RBI prescribed a minimum paid up capital of Rs. Private Sector Banks Old Pvt. 100 crores for the new bank and the shares are to be listed at stock exchange.

with minimal pressure from the government. overall.BANKING SERVICES IN INDIA Current scenario Currently (2007). asset sales and much more action (as it is unraveling in China) will happen on this front in India. banking in India is considered as fairly mature in terms of supply. In March 2006. Even in terms of quality of assets and capital adequacy. strong and transparent balance sheets-as compared to other banks in comparable economies in its region. M&As. 10 . the demand for banking services-especially retail banking. With the growth in the Indian economy expected to be strong for quite some time-especially in its services sector. they may be publicly listed and traded on stock exchanges) and 31 foreign banks. Currently. The stated policy of the Bank on the Indian Rupee is to manage volatility-without any stated exchange rate-and this has mostly been true. product range and reach-even though reach in rural India still remains a challenge for the private sector and foreign banks. takeovers. the Reserve Bank of India allowed Warburg Pincus to increase its stake in Kotak Mahindra Bank (a private sector bank) to 10%. This is the first time an investor has been allowed to hold more than 5% in a private sector bank since the RBI announced norms in 2005 that any stake exceeding 5% in the private sector banks would need to be vetted by them. Indian banks are considered to have clean. mortgages and investment services are expected to be strong. India has 88 scheduled commercial banks (SCBs) . The Reserve Bank of India is an autonomous body.28 public sector banks (that is with the Government of India holding a stake). 29 private banks (these do not have government stake.

with the private and foreign banks holding 18.5% respectively.000 ATMs.2% and 6.BANKING SERVICES IN INDIA They have a combined network of over 53. the public sector banks hold over 75 percent of total assets of the banking industry. a rating agency.000 branches and 17. 11 . According to a report by ICRA Limited.

repayable on demand or otherwise or withdrawable by cheque. 1949 defines Banking as “accepting. govern the banking operations in India. 1934 and the Banking Regulation Act.” The Reserve Bank of India Act. draft order or otherwise. for the purpose of lending or of investment of deposits of money from the public. The following charts indicate the banking structure: Reserve Bank of India Commercial Banks Co-operative Banks Short-term credit Development Banks Nationalized Private Long-term credit Agricultural Credit Urban Credit EXIM Industrial Agricultural 12 .BANKING SERVICES IN INDIA II. BANKING IN INDIA Overview of Banking: Banking Regulation Act of India. 1949. Organizational Structure of Banks in India: In India banks are classified in various categories according to differ rent criteria.

2) Public Sector Banks: • • • State Bank of India and its Associates (8) Nationalized Banks (19) Regional Rural Banks Sponsored by Public Sector Banks (196) (3) Private Sector Banks: • Old Generation Private Banks (22) • Foreign New Generation Private Banks (8) • Banks in India (40) (4) Co-operative Sector Banks: • • • • • State Co-operative Banks Central Co-operative Banks Primary Agricultural Credit Societies Land Development Banks State Land Development Banks 13 . It keeps the reserves of all scheduled banks and hence is known as the “Reserve Bank”.BANKING SERVICES IN INDIA Broad Classification of Banks in India: 1) The RBI: The RBI is the supreme monetary and banking authority in the country and has the responsibility to control the banking system in the country.

extended assistance to rural development all along helping agriculture. The activities of commercial banking have growth in multi-directional ways as well as multi-dimensional manner. Banks have been playing a catalytic role in area development. industry. It has brought about a considerable progress in its efforts at deposit mobilization and has taken a number of measures in the recent past for accelerating the rate of growth of deposits. Indian Banking has aided the economic development during the last fifty years in an effective way. As recourse to this. international trade in a significant manner. The banking sector has shown a remarkable responsiveness to the needs of planned economy. the commercial banks opened branches in urban. They also provide short-term finance (for export and import activities) • • • • • • Industrial Finance Co-operation of India (IFCI) Industrial Development of India (IDBI) Industrial Investment Bank of India (IIBI) Small Industries Development Bank of India (SIDBI) National Bank for Agriculture and Rural Development (NABARD) Export-Import Bank of India Role of Banks: Banks play a positive role in economic development of a country as repositories of community’s savings and as purveyors of credit. backward area development. commercial banks have emerged as key financial agencies for rapid economic development. semi-urban and rural areas and have introduced a number of attractive schemes to foster economic development. 14 .BANKING SERVICES IN INDIA (5) Development Banks: Development Banks mostly provide long term finance for setting up industries. In a way.

The medium-term loans are for the acquisition of land. needing capital for various purposes. Further. A country like India. particularly those in contracts of sale of Government Departments. Certain transaction. banks can make available funds to specialized institutions which finance different sectors of the economy. This intermediation role of banks is particularly important in the early stages of economic development and financial specification. presents an interesting spectrum of the evolving role of banks. deposit mobalization by banks in India acquired greater significance in their new role in economic development. with different regions at different stages of development. industries and now housing. In this process of mobilization. Commercial banks provide short-term and medium-term financial assistance. banks are at a great advantage. may require guarantees being issued in lieu of security earnest money deposits for 15 . construction of factory premises and purchase of machinery and equipment. banks are also providing these institutions with an access to the common pool of savings mobilized by them. They also establish letters of credit on behalf of their clients favouring suppliers of raw materials/machinery (both Indian and foreign) which extend the banker’s assurance for payment and thus help their delivery. And banks have to place considerable reliance on the mobilization of deposits from the public to finance development programmes. The short-term credit facilities are granted for working capital requirements. to that extent relieving them of the responsibility of directly approaching the saver.BANKING SERVICES IN INDIA By pooling the savings together. bonds and debentures of term-lending institutions in the fields of agriculture. Mobilization of resources forms an integral part of the development process in India. These loans are generally granted for periods ranging from five to seven years. in the matter of inter-mediation and beyond. By contributing to government securities. risks and durations. chiefly because of their network of branches in the country.

Since its inception. RBI has been fully owned by the Government of India since nationalization in 1949. 2003). though the bank was not set up for nine years.Venugopal Reddy (who succeeded Dr. 1934. 16 . Bimal Jalan on September 6. and was established on April 1. RBI has 22 regional offices across India. supply of raw materials for processing. 1935 in accordance with the provisions of the Reserve Bank of India Act. The commission submitted its report in the year 1926. full payment of bills on the assurance of the performance etc.The Reserve Bank of India was set up on the recommendations of the Hilton Young Commission.Y. The Role of Reserve Bank of India (RBI) – Banker’s Bank: The Reserve Bank of India (RBI) is the central bank of India. Commercial banks issue such guarantees also. Though originally privately owned. it has been headquartered in Mumbai. RBI is governed by a central board (headed by a Governor) appointed by the Central Government.BANKING SERVICES IN INDIA release of advance money. The current governor of RBI is Dr.

• Objective: maintaining price stability and ensuring adequate flow of credit to productive sectors. Issuer of currency • • Issues and exchanges or destroys currency and coins not fit for circulation. Developmental role • Performs a wide range of promotional functions to support national objectives. protect depositors’ interest and provide cost-effective banking services to the public.BANKING SERVICES IN INDIA Main Objective: Monetary Authority • Formulates. 1999. Objective: to give the public adequate quantity of supplies of currency notes and coins and in good quality. Objective: to facilitate external trade and payment and promote orderly development and maintenance of foreign exchange market in India. The Banking Ombudsman Scheme has been formulated by the Reserve Bank of India (RBI) for effective redressal of complaints by bank customers • Manager of Exchange Control • • Manages the Foreign Exchange Management Act. 17 . implements and monitors the monetary policy. Objective: maintain public confidence in the system. Regulator and supervisor of the financial system • Prescribes broad parameters of banking operations within which the country’s banking and financial system functions.

18 . owing to the sprawling mandate described above. RBI is far out of touch with such a principle. the Reserve bank has certain non-monetary functions of the nature of supervision of banks and promotion of sound banking in India. The RBI is authorized to carry out periodical inspections of the banks and to call for returns and necessary information from them. management and methods of working. • • There is now an international consensus about the need to focus the tasks of a central bank upon central banking. also acts as their banker. amalgamation.BANKING SERVICES IN INDIA Related Functions • Banker to the Government: performs merchant banking function for the central and the state governments. relating to licensing and establishments. The supervisory functions of the RBI have helped a great deal in improving the standard of banking in India to develop on sound lines and to improve the methods of their operation. liquidity of their assets. The Reserve Bank Act. 1949 have given the RBI wide powers of supervision and control over commercial and cooperative banks. Owner and operator of the depository (SGL) and exchange (NDS) for government bonds. branch expansion. 1934. reconstruction and liquidation. and the Banking Regulation Act. Banker to banks: maintains banking accounts of all scheduled banks. The nationalization of 14 major Indian scheduled banks in July 1969 has imposed new responsibilities on the RBI for directing the growth of banking and credit policies towards more rapid development of the economy and realization of certain desired social objectives. Supervisory Functions: In addition to its traditional central functions.

BANKING SERVICES IN INDIA Promotional Functions: With economic growth assuming a new urgency since Independence. at one time. The Reserve Bank was asked to promote banking habit. to eliminate money-lenders from the villages and to route its short term credit to agriculture. which. extend banking facilities to rural and semi-urban areas. But only since 1951 the Bank’s role in this field has become extremely important. 19 . and to provide industrial finance as well as agricultural finance. Accordingly. were regarded as outside the normal scope of central banking. the Reserve bank has helped in the setting up of the IFCI and the SFC: it set up the Deposit Insurance Corporation of India in 1963 and the Industrial Reconstruction Corporation of India in 1972. The Bank has developed the co-operative credit movement to encourage saving. and establish and promote new specialized financing agencies. The RBI has set up the Agricultural Refinance and Development Corporation to provide long-term finance to farmers. the range of the Reserve Bank’s functions have steadily widened. These institutions were set up directly or indirectly by the Reserve Bank to promote saving habit and to mobilize savings. the RBI set up the Agricultural Credit Department to provide agricultural credit. As far back as 1935. The Bank now performs a variety of developmental and promotional functions.

20 . milk. home finance. Their role in rural financing continues to be important even today. judging by the role assigned to them. personal interaction with customers. their number. consumer finance. This exponential growth of Co-operative Banks is attributed mainly to their much better local reach. etc. personal finance etc. Though registered under the Co-operative Societies Act of the Respective States (where formed originally) the banking related activities of the cooperative banks are also regulated by the Reserve Bank of India. small scale units. personal finance. cattle. 1965. According to NAFCUB the total deposits & lendings of Co-operative Banks is much more than Old Private Sector Banks & also the New Private Sector Banks. Some of the co-operative banks are quite forward looking and have developed sufficient core competencies to challenge state and private sector banks. While the co-operative banks in rural areas mainly finance agricultural based activities including farming. industries. The Cooperative banks are an important constituent of the Indian Financial System. along with some small scale industries and self-employment driven activities. and their business in the urban areas also has increased phenomenally in recent years mainly due to the sharp increase in the number of co-operative banks. They are governed by the Banking Regulations Act 1949 and Banking Laws (Co-operative Societies) Act. hatchery. the cooperative banks in urban areas mainly finance various categories of people for selfemployment. but the importance that such banks have assumed in India is rarely paralleled anywhere else in the world.BANKING SERVICES IN INDIA Co-operative Banks: The Co-operative bank has a history of almost 100 years. and the number of offices they operate. the expectations they are supposed to fulfill. their ability to catch the nerve of the local clientele. The co-operative movement originated in the West.

Co-operative Banks provide limited banking products and are functionally specialists in agriculture related products. District co-operative banks and Primary Agricultural co-operative societies. Function on “no profit. However. no loss” basis. Central Co-operative Banks (CCBs) and Urban Co-operative Banks (UCBs) can normally extend housing loans upto Rs 1 lakh to an individual. Co-operative bank performs all the main banking functions of deposit mobilization. 21 . as a principle. do not pursue the goal of profit maximization. however. can lend upto Rs 3 lakh for housing purposes. The scheduled UCBs. one vote”. supply of credit and provision of remittance facilities.BANKING SERVICES IN INDIA There are two main categories of the co-operative banks. and mutual help. UCBs provide working capital loans and term loan as well. Features of Cooperative Banks Co-operative Banks are organized and managed on the principal of co-operation. They function with the rule of “one member. district level and village level. co-operative banks now provide housing loans also. (a) Short term lending oriented co-operative Banks – within this category there are three sub categories of banks viz state co-operative banks. Co-operative banks. The State Co-operative Banks (SCBs). selfhelp. (b) Long term lending oriented co-operative Banks – within the second category there are land development banks at three levels state level.

the Reserve Bank of India is lender of last resort. government-supported. SCBs. while the commercial banks. Primary agricultural credit societies provide short term and medium term loans. and metropolitan areas also. The sources of their funds (resources) are (a) central and state government. urban. They constitute the “most favoured” banking sector with risk of nationalization. The urban and non-agricultural business of these banks has grown over the years. working capital. from urban to rural. (c) other co-operative institutions. This means that intra-sectoral competition is absent and intra-sectoral integration is high for co-operative bank. SCBs and CCBs also provide both short term and term loans. 22 . refinance. (d) ownership funds and. borrowings. central government and state governments. and CCBs operate in semi urban. Co-operative banks are perhaps the first government sponsored. UCBs. Inter-bank deposits. and credit from a significant part of assets and liabilities of co-operative banks. Co-operative banks are financial intermediaries only partially. The co-operative banks demonstrate a shift from rural to urban.BANKING SERVICES IN INDIA The UCBs can provide advances against shares and debentures also. (e) deposits or debenture issues. and government-subsidized financial agency in India. Land Development Banks (LDBs) provide long-term loans. For commercial banks. but co-operative banks it is the lender of first resort which provides financial resources in the form of contribution to the initial capital (through state government). (b) the Reserve Bank of India and NABARD. Cooperative bank do banking business mainly in the agriculture and rural sector. They get financial and other help from the Reserve Bank of India NABARD. However. Co-operative Banks belong to the money market as well as to the capital market. It is interesting to note that intra-sectoral flows of funds are much greater in co-operative banking than in commercial banking.

BANKING SERVICES IN INDIA Some co-operative banks are scheduled banks, while others are nonscheduled banks. For instance, SCBs and some UCBs are scheduled banks but other cooperative bank are non-scheduled banks. At present, 28 SCBs and 11 UCBs with Demand and Time Liabilities over Rs 50 crore each included in the Second Schedule of the Reserve Bank of India Act. Co-operative Banks are subject to CRR and liquidity requirements as other scheduled and non-scheduled banks are. However, their requirements are less than commercial banks. Since 1966 the lending and deposit rate of commercial banks have been directly regulated by the Reserve Bank of India. Although the Reserve Bank of India had power to regulate the rate co-operative bank but this have been exercised only after 1979 in respect of non-agricultural advances they were free to charge any rates at their discretion. Although the main aim of the co-operative bank is to provide cheaper credit to their members and not to maximize profits, they may access the money market to improve their income so as to remain viable.

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III. PRODUCTS AND SERVICES OFFERED BY BANKS
Broad Classification of Products in a bank: The different products in a bank can be broadly classified into: • • • Retail Banking. Trade Finance. Treasury Operations.

Retail Banking and Trade finance operations are conducted at the branch level while the wholesale banking operations, which cover treasury operations, are at the hand office or a designated branch. Retail Banking: • • • • • • Deposits Loans, Cash Credit and Overdraft Negotiating for Loans and advances Remittances Book-Keeping (maintaining all accounting records) Receiving all kinds of bonds valuable for safe keeping

Trade Finance: • • Issuing and confirming of letter of credit. Drawing, accepting, discounting, buying, selling, collecting of bills of exchange, promissory notes, drafts, bill of lading and other securities.

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BANKING SERVICES IN INDIA Treasury Operations: • • • Buying and selling of bullion. Foreign exchange Acquiring, holding, underwriting and dealing in shares, debentures, etc. Purchasing and selling of bonds and securities on behalf of constituents. The banks can also act as an agent of the Government or local authority. They insure, guarantee, underwrite, participate in managing and carrying out issue of shares, debentures, etc. Apart from the above-mentioned functions of the bank, the bank provides a whole lot of other services like investment counseling for individuals, shortterm funds management and portfolio management for individuals and companies. It undertakes the inward and outward remittances with reference to foreign exchange and collection of varied types for the Government.

Common Banking Products Available:
Some of common available banking products are explained below: 1) Credit Card: Credit Card is “post paid” or “pay later” card that draws from a credit line-money made available by the card issuer (bank) and gives one a grace period to pay. If the amount is not paid full by the end of the period, one is charged interest. A credit card is nothing but a very small card containing a means of identification, such as a signature and a small photo. It authorizes the holder to change goods or services to his account, on which he is billed. The bank receives the bills from the merchants and pays on behalf of the card holder.

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by debiting an exact amount of purchase from the card. The customer never overspread because the amount spent is debited immediately from the customers account. or if one were taking out cash. To get a debit card along with a Personal Identification Number (PIN). it dials the acquiring bank system – either Master Card or Visa that validates the PIN and finds out from the issuing bank whether to accept or decline the transaction. So. India at present has about 3 million credit cards in circulation. Some debit cards have monthly or per transaction fees. Credit cards have found wide spread acceptance in the ‘metros’ and big cities. The bank charges the customer a small amount for these services.BANKING SERVICES IN INDIA These bills are assembled in the bank and the amount is paid to the bank by the card holder totally or by installments. The major players in the Credit Card market are the foreign banks and some big public sector banks like SBI and Bank of Baroda. the merchant who in turn can get the money transferred to his account from the bank of the buyers. 2) Debit Cards: Debit Card is a “prepaid” or “pay now” card with some stored value. Credit cards are joining popularity for online payments. Debit Cards quickly debit or subtract money from one’s savings account. When he makes a purchase. one must already have the money in the account to cover the transaction. There is no grace period for a debit card purchase. for the debit card to work. 26 . The card holder need not have to carry money/cash with him when he travels or goes for purchasing. Every time a person uses the card. he enters this number on the shop’s PIN pad. When the card is swiped through the electronic terminal.

ATM’s are currently becoming popular in India that enables the customer to withdraw their money 24 hours a day and 365 days. This is a fast and easy way of payment one can get debit card facility as debit cards use one’s own money at the time of sale. transfer funds and check statement information. It provides exchange services. To receive cash. 3) Automatic Teller Machine: The introduction of ATM’s has given the customers the facility of round the clock banking. To view account information. 27 . check account balances. Also. a person can’t operate it in case the telephone lines are down. It provides the customers with the ability to withdraw or deposit funds. The major limitation of Debit Card is that currently only some 30004000 shops country wide accepts it. The advantages of ATM’s are many. • • • • To transfer money to and from accounts. It allows the customers. so they are often easier than credit cards to obtain. This can be done by inserting the card in the ATM and entering the Personal Identification Number and secret Password. To order cash. It increases existing business and generates new business. ATM card is a device that allows customer who has an ATM card to perform routine banking transaction at any time without interacting with human teller. This service helps the customer to withdraw money even when the banks ate closed. The ATM’s are used by banks for making the customers dealing easier.BANKING SERVICES IN INDIA Debit Card holder need not carry a bulky checkbook or large sums of cash when he/she goes at for shopping.

The ATM services provided first by the foreign banks like Citibank. Increased market penetration. To Banks • • • • • Alternative to extend banking hours. markets. Hence.. SBI. Petrol Pumps. Grind lays bank and now by many private and public sector banks in India like ICICI Bank. Service is quick and efficient Privacy in transaction Wider flexibility in place and time of withdrawals. Over the past year upto 44 banks in Mumbai.BANKING SERVICES IN INDIA Advantages of ATM’s: To the Customers • • • • • ATM’s provide 24 hrs. 28 . etc. have became a part of “SWADHAN” a system of shared payments networks. introduced by the Indian Bank Association (IBA). 7 days and 365 days a year service. The ICICI has launched ATM Services to its customers in all the Metropolitan Cities in India. UTI Bank etc. for obtaining cash. ATM’s can be installed anywhere like Airports. Big Business arcades. The transaction is completely secure – you need to key in Personal Identification Number (Unique number for every customer). it gives easy access to the customers. HDFC Bank. Relieves bank employees to focus an more analytical and innovative work. Vashi and Thane. Alternative to new branches and to reduce operating expenses. By the end of 1990 Indian Private Banks and public sector banks have come up with their own ATM Network in the form of “SWADHAN”. Railway Stations. Crowding at bank counters considerably reduced.

Electronic version of cheaques are issued. They are the consumers. 29 . This cheaquring system uses the network services to issue and process payment that emulates real world chaquing. A typical electronic cheque transaction takes place in the following manner: • • • • • • • • The customer accesses the merchant server and the merchant server presents its goods to the customer. The consumer selects the goods and purchases them by sending an e-cheque to the merchant. The merchant’s bank forwards the e-cheque to the clearing house for cashing. Thus this system offers secure means of collecting payments.BANKING SERVICES IN INDIA 4) E-Cheaques: The e-cheaques consists five primary facts. The merchant’s bank updates the merchant’s account. The consumer’s bank updates the consumer’s account with the withdrawal information. The e-chequing is a great boon to big corporate as well as small retailers. The payer issue a digital cheaques to the payee ant the entire transactions are done through internet. the merchant. The clearing house jointly works with the consumer’s bank clears the cheque and transfers the money to the merchant’s banks. The merchant electronically forwards the e-cheque to its bank. transferring value and managing cash flows. The merchant validates the e-cheque with its bank for payment authorisation. consumer’s bank the merchant’s bank and the e-mint and the clearing process. Most major banks accept e-cheques. received and processed.

This system facilitates speedier transfer of funds electronically from any branch to any other branch. In big companies pay is not disbursed by issued cheques or issuing cash. D-Mat Account related services. Information with regard to foreign exchange rates.. The scheme has been in operation since February 7. Request for a DD or pay order. Facility to stop payment on request. One can easily know about the cheque status. 30 .BANKING SERVICES IN INDIA 5) Electronic Funds Transfer (EFT): Many modern banks have computerised their cheque handling process with computer networks and other electronic equipments. Information on the current interest rates. These banks are dispensing with the use of paper cheques. The system called electronic fund transfer (EFT) automatically transfers money from one account to another. The other important type of facility in the EFT system is automated clearing houses. in India. the users may leave his instructions in the form of message with bank. Funds transfer within the same city is also permitted. 1996. a customer can access information about his/her account through a telephone call and by giving the coded Personal Identification Number (PIN) to the bank. In this system the sender and the receiver of funds may be located in different cities and may even bank with different banks. • • • • • • To get a particular work done through the bank. The payment office directs the computer to credit an employee’s account with the person’s pay. 6) Telebanking: Telebanking refers to banking on phone services. Telebanking is extensively user friendly and effective in nature. These are the computer centers that handle the bills meant for deposits and the bills meant for payment.

any inquiry or transaction is processed online without any reference to the branch (anywhere banking) at any time. giving everybody with a mobile phone access to real-time banking services. The potential of mobile banking is limitless and is expected to be a big success. In internet banking. Already ICICI and HDFC banks have tied up cellular service provides such as Airtel. With internet banking is now no longer confirmed to the branches where one has to approach the branch in person. in Delhi and Mumbai to offer these mobile banking services to their customers. which will allow user to surf the net on their mobiles to access anything and everything. to withdraw cash or deposits a cheque or request a statement of accounts. This is a very flexible way of transacting banking business. BANKING SERVICES IN INDIA 7) Mobile Banking: A new revolution in the realm of e-banking is the emergence of mobile banking. 31 . 8) Internet Banking: Internet banking involves use of internet for delivery of banking products and services. etc. regardless of their location. It provides a new way to pick up information and interact with the banks to carry out the relevant banking business. customer can access account details on mobile using the Short Messaging System (SMS) technology6 where select data is pushed to the mobile device. According to this system.• And other similar services. On-line banking is now moving to the mobile world. But there is much more to mobile banking from just on-lie banking. The wireless application protocol (WAP) technology. Booking and paying for travel and even tickets is also expected to be a growth area. Sky Cell. Orange.

library fees and school lunches. laundry service. Improve customer access. effort and money. credit cards and coins. since they can conduct many banking transaction 24 hours a day. Easy online application for all accounts. presently traditional banking costs the banks. highway tolls.The Internet Banking now is more of a normal rather than an exception due to the fact that it is the cheapest way of providing banking services. including personal loans and mortgages Financial Transaction on the Internet: Electronic Cash: Companies are developing electronic replicas of all existing payment system: cash. 32 . Direct Deposits: Earnings (or Government payments) automatically deposited into bank accounts. As indicated by McKinsey Quarterly research. BANKING SERVICES IN INDIA Benefits of Internet Banking: • • • • • • Reduce the transaction costs of offering several banking services and diminishes the need for longer numbers of expensive brick and mortar branches and staff. Attract new customers. Increase convenience for customers. saving time. and other businesses use on automatic payment system with bills paid through direct withdrawal from a bank account. transit fares. Stored Value Cards: Prepaid cards for telephone service. Automatic Payments: Utility companies. Increase customer loyalty. ATM banking costs 27 cents and internet banking costs below 4 cents approximately. loans payments. cheque. more than a dollar per person. ICICI bank was the first one to offer Internet Banking in India.

33 . In short. BANKING SERVICES IN INDIA Cyber Banking: It refers to banking through online services. transfer funds. There is no physical movement of share certification any more. The rest will be taken care by the bank and the customer will receive credit of shares as soon as it is confirmed by the Company/Register and Transfer Agent. and apply for loans on the Internet. by filling the demat request form one can handover the securities. Banks with web site “Cyber” branches allowed customers to check balances. As on date. 9) Demat: Demat is short for de-materialisation of shares. This system has made functioning of the stock Market very smooth and efficient. pay bills. Any buying or selling of shares is done via electronic transfers. to trade on shares it has become compulsory to have a share demat account and all trades take place through demat. Demat is a process where at the customer’s request the physical stock is converted into electronic entries in the depository system. After opening an account with any bank. In January 1998 SEBI (Securities and Exchange Board of India) initiated DEMAT ACCOUNTANCY System to regulate and to improve stock investing.Point of Sale transactions: Acceptance of ATM/Cheque at retail stores and restaurants for payment of goods and services. How to Operate DEMAT ACCOUNT? One needs to open a Demat Account with any of the branches of the bank.

These are… • • • The receipt of the customer’s deposits The collection of his cheques drawn on other banks The payment of the customer’s cheques drawn on himself There are other various types of banking services like: 1) Advances – Overdraft. The DP will debit hi s account with the number of shares sold by him. etc. 5) Money Transmission – Funds transfer etc. 34 . travelers cheques. Cash Credit.1) If the investor wants to sell his shares. Current Account. 3) Payment for the electronic shares bought or sold is to be made in the same way as in the case of physical securities. However. etc. 8) Status – Debit Cards. he has to inform his broker about his Depository Account Number so that the shares bought by him are credited in to his account. BANKING SERVICES IN INDIA IV. etc. 6) Savings – Fixed deposits. he has to place an order with his broker and give a “Delivery Instruction” to his DP (Depository Participant). 2) If one wants to buy shares. 4) Foreign Services – Providing foreign currency. 3) Financial Services – Bill discounting etc. Credit Cards. 7) Services of place or time – ATM Services. these basic services have always been recognized as the hallmark of the genuine banker. etc. 2) Deposits – Saving Account. BANKING SERVICES Banking covers so many services that it is difficult to define it. etc.

competitors are seeing customer service as a competitive weapon with which they differentiate their products and services. a lot depends on efficient and prompt customer service. Customer service can occur on site (as when an onstage employee helps a customer or answers a question) or it can occur over the phone or the Internet. handling complaints.  The need for a relationship strategy: To ensure that a customer service strategy that will create a value preposition for customers should be formulated implemented and controlled. Quality customer service is essential to building cordial customer relationship.  The increased importance of customer service: With changing customer expectations. Customer service is the most important duty of the banking operations.BANKING SERVICES IN INDIA Customer Services in Commercial Banks: Customer service is the service provided in support of a bank’s core products. Prompt and efficient service with smile will develop good public relations reduce complaints and increase business. 35 . Banking being a service industry. Customer service often includes answering questions. It is necessary to give it a central role and not one that is subsumed in the various elements of the marketing mix. Why is Customer Service Important?  Changing customer expectations: Today the customer is more demanding and more sophisticated than he or she was thirty years ago.

Failure to provide prompt and efficient customer service is likely to lead to reduction in the number of customers and they may have to face closure. To event such situation the following improvements in the customer services may be carried out: 36 . Teller system efficiency. etc. Maintain a complaint register. x.The customer is the kingpim in growth organizations like commercial banks. iii. Only those institutions which work according to his dictates will flourish. Cleanliness and Upkeep of premises. Customer’s dissatisfaction in the banking industry is neither recent nor unknown. viii. Quality. performance and cost will be the new values “mantra” for success. Punctuality of staff. Intermediate Credit for institution cheques/land bills. Advance intimation to customers for rewards of Term Deposits Receipts on maturity. Consistency and Durability at low price are the final expectations of a customer. v. of world class quality. iv. Speed. Quality will have to be unambiguous. Quality cannot be of minimum acceptable standards. ix. Advance for Debit/credit to accounts. Customer responsiveness must be quick and also competent. update of passbooks supply of statements of accounts. Handling of complaint register. This is mainly due to delays in handling transactions across the counter in collections. Submission of statement of A/Cs to customers Updating of savings pass books. ii. BANKING SERVICES IN INDIA The ten key areas of customer’s services to be attended timely and regularly are: i. vi. vii.

37 . 5) E-mail service made freely available at all banking centers. 7) All the customers are not homogenous in their needs. based upon the volume of transactions. This shall facilitate non-stop banking. Debit Card Services. 1 service with smile should be the motto of every bank employee. 2) Rapid customer services should be provided through automation of work and simplification of procedures. BANKING SERVICES IN INDIA 4) Credit Cards Services. 3) ATM’s may be introduced in all the branches of the banks. Hence need based schemes may be introduced. so they may provide customer service in a qualified manner. which should be provided to the customers.1) Personal relations of the bank employee with customers will improve customer satisfaction. 10) Educating the customers will increases better utilisation of banking services. 8) Totally deregulated interest rate structure should be there. 9) The banking staff must be trained to understand the customer’s psychology. 6) Foreign Exchange transactions are to be extended to all the branches to facilitate trade and industries. must a link service with all the banks and branches if possible to facilitate the customer and the business organizations.

The matching of services with market is meant formulation of overall marketing strategies which suit the taste. temperament. In addition. pricing. and place. needs and requitements of customers. It is right to mention that bank marketing is a managerial process by which services are matched with markets. promotion. it is also concerned with people.BANKING SERVICES IN INDIA V. 38 . marketing of banking services is concerned with product. The secret of its success lies in satisfying customer needs for which the banks have to rediscover the marketing cmocept. In view of the above. Objectives of Bank Marketing:  Profitability  Providing high return on investment  Achieving certain market share/growth  Development of an image  Developing new products to meet emerging customer requirements. BANK MARKETING: The banking business is essentially other people’s money and banker’s brain. process and physical appearance.

The middle and late 90s witnessed the tornado of financial reforms. BANKING SERVICES IN INDIA VI. The early 90s saw the plummeting hardware prices and advent of cheap and inexpensive but high powered PC’s and Services and banks went in for what was called Total Branch Automation (TBA) packages. To be able to survive and grow in the changing market environment banks are going for the latest technologies. ROLE OF INFORMATION TECHNOLOGY (IT) IN THE BANKING SECTOR Banking environment has become highly competitive today. Technology has continuously played on important role in the working of banking 39 . deregulation globalisation etc. Increase in deposits and loans  Directing customers to certain products  Increasing awareness  Increasing customer base through greater customer satisfaction. The Software Packages for Banking Applications in India had their beginnings in the middle of 80s. coupled eith rapid revolution in communication technologies and evolution of novel concept of convergence of communication technologies. when the Banks started computerising the branches in a limited manner. which is being perceived as an ‘enabling resource’ that can help in developing learner and more flexible structure that can respond quickly to the dynamics of a fast changing market scenario. like internet. It is also viewed as an instrument of cost reduction and effective communication eith people and institutions associated with the banking business. mobile/cell phones etc.

transfer of money. better market infrastructure. cards with micro processor chip have added new dimension to the scenario. Collection of Electricity bills and telephone bills has become easy. transfer funds and purchase drafts by just punching on few keys. An introduction of ‘Cyber Cash’ the exchange of cash takes place entirely through ‘Cyber-books’. exploring investment opportunities and lending drafts. implementation of reliable techniques for control of risks and helps the financial intermediaries to reach geographically distant and diversified markets. The upgradeability and flexibility of internet technology after unprecedented opportunities for the banks to reach out to its customers. No doubt banking services have undergone drastic changes and so also the expectation of customers from the banks has increased greater. exploring investment being provided. The customers can view the accounts. IT does so by maximizing banks of pro-active measures such as strengthening and standardising banks infrastructure in respect of security. get account statements. BANKING SERVICES IN INDIA Information Technology enables sophisticated product development. Internet has emerged as an important medium for delivery of banking products and services. communication and networking. Safekeeping of public money. achieving inter branch connectivity. IT is increasingly moving from a back office function to a prime assistant in increasing the value of a bank over time. issuing drafts..e. moving towards Real Time gross settlement (RTGS) environment the 40 . The smart card’s i. Internet has significantly influenced delivery channels of the banks.institutions and the services provided by them.

The traditional model for growth has been through branch banking. Indian banks are going for the retail banking in a big way The key driver to charge has largely been the increasing sophistication in technology and the growing popularity of the Internet. The new pribate sector banks and the foreign banks are handicapped by the lack of a strong branch network in comparison with the public sector banks. The e-banking has made the customer say good-bye to huge account registers and large 41 . Many banks have modernized their services with the facilities of computer and electronic equipments.forecasting of liquidity by building real time databases. In India e-banking is of recent origin. All these banks are using home banking as a key “pull’ factor to remove customers away from the well entered public sector banks. Only in the early 1990s has there been a start in the non-branch banking services. It becomes prominently popular during 1960. The concept of web-based baking came into existence in Eutope and USA in the beginning of 1980. the market place has been the emergence of a lot of innovative services by these players through direct distribution strategies of non-branch delivery. use of Magnetic Ink Character Recognition and Imaging technology for cheque clearing to name a few. In the absence of such networks. The shift from traditional banking to e-banking is changing customer’s expectations. through electronic funds transfer and credit cards.\ BANKING SERVICES IN INDIA E-Banking: E-banking made its debut in UK and USA 1920s. The electronics revolution has made it possible to provide ease and flexibility in banking operations to the benefit of the customer.

request for services. 42 . Brings down “Cost of Banking” to the customer over a period a period of time. which may call as easy bank offers the following services to its customers:  Credit Cards – Debit Cards  ATM  E-Cheques  EFT (Electronic Funds Transfer)  D-MAT Accounts BANKING SERVICES IN INDIA  Mobile Banking  Telephone Banking  Internet Banking  EDI (Electronic Data Interchange) Benefits of E-banking:  To the Customer:  Anywhere Banking no matter wherever the customer is in the world. Balance enquiry..  Anytime Banking – Managing funds in real time and most importantly. issuing instructions etc. 7days a week. from anywhere in the world is possible.   Convenience acts as a tremendous psychological benefit all the time. The e-banks.paper bank accounts. 24 hours a day.

 The technology has commoditising some of the financial services. a marketing tool indeed. service no longer remains a marketing edge with the large banks only.  Cash withdrawal from any branch / ATM On-line purchase of goods and services including online payment for the same. BANKING SERVICES IN INDIA       Impact of IT on the Service Quality: The most visible impact of technology is reflected in the way the banks respond strategically for making its effective use for efficient service delivery. To the Bank: Innovative. Small and relatively new banks with limited network of branches become better placed to compete with the established banks. on the other hand. 43 . it itself results in depersonalising of the banking services. addresses competition and present the bank as technology driven in the banking sector market Reduces customer visits to the branch and thereby human intervention Inter-branch reconciliation is immediate thereby reducing chances of fraud and misappropriation On-line banking is an effective medium of promotion of various schemes of the bank.  The technology on one hand serves as a powerful tool for customer servicing. scheme. This impact on service quality can be summed up as below:  With automation. Therefore the banks cannot take a lifetime relationship with the customers as granted and they have to work continuously to foster this relationship and retain customer loyalty. Integrated customer data paves way for individualised and customised services. by integrating IT in their operations.

Traditional Banking Sector 44 .  In order to reduce service delivery cost. but the information available to both branch staff and their customers was limited to one geographical location. the size of the branch network and the training of staff in the branch network. The bank monitored the organisation’s performance and set the decision making parameters. banks need to automate routine customer inquiries through self-service channels. This was put into operation with clearing and decision making responsibilities concentrated at the individual branch level. The head office had responsibility for the overall clearing network. To do this they need to invest in call centers. A decade of computerization can probably never substitute a simple or a warm handshake. kiosks. Traditionally the relationship between the bank and its customers has been on a one-to-one level via the branch network. ATM’s and Internet Banking today require IT infrastructure integrated with their business strategy to be customer centric.This has an adverse effect on relationship banking. BANKING SERVICES IN INDIA Impact of IT on Banking System: The banking system is slowly shifting from the Traditional Banking towards relationship banking.

The use of interactive electronic links via the Internet could go a ling way in providing the customers with greater level of information about both their own financial situation and about the services offered by the bank. Customers are now demanding new. which can be accessed both by the bank staff as well as by th customers themselves. To do this banks have to create account information layers. The New Relationship Oriented Bank 45 . delivery systems. They provide traditional banking services. but additionally offer much greater access to information on their account status and on the bank’s many other services. more convenient.CUSTOMER CUSTOMER CUSTOMER BANK BRANCH BANK BRANCH BANK BRANCH CLEARING DECISION CLEARING DECISION CLEARING DECISION CENTRAL CLEARING HEAD OFFICE BANKING SERVICES IN INDIA The modern bank cannot rely on its branch network alone. and services such as Internet banking have a dual role to the customer.

particularly the rapid throughput. give rise to doubts in the minds of individuals as to whether the privacy of the individuals is being eroded. is now being displayed when required on through internet banking mobile banking. and retrieval capabilities. BRANCH. all this has given rise to the issues of privacy and confidentially of data are:  The data processing capabilities of the computer. etc SHARED INFORMATION CLEARING SYSTEM HEAD OFFICE RISK MONITOIRING BANKING SERVICES IN INDIA Impact of IT on Privacy and Confidentiality of Data: Data being stored in the computers. ELECTRONIC BANKING. but the incidence of data 46 . integration. ATM’s etc.CUSTOMER TELEPHONE. everything seems to be in proper place.  So long as the individual data items are available only to those directly concerned.

47 . Aside from any constitutional aspect. BANKING SERVICES IN INDIA VII. Another important responsibility is to ensure the data is used only for the purpose intended. In the banking field. foreign banks. RECENT TRENDS IN BANKING Today.  Customers feel threatened about the inadequacy of privacy being maintained by the banks with regard to their transactions and link at computerised systems with suspicion. there has been an unprecedented growth and diversification of banking industry has been so stupendous that it has no parallel in the annals of banking anywhere in the world. integrated and retrieved quickly. private sector banks – both old and new generation. many nations deem privacy to be a subject of human right and consider it to be the responsibility of those who concerned with computer data processing for ensuring that the computer use does not revolve to the stage where different data about people can be collected. we are having a fairly well developed banking system with different classes of banks – public sector banks. regional rural banks and co-operative banks with the Reserve Bank of India as the fountain Head of the system.being cross referenced to create detailed individual dossiers gives rise to privacy problems.

have resulted in the widening and deepening of the financial infrastructure and transferred the fundamental character of class banking into mass banking. greater disclosure in the case of defaults. The resolution of the NPA problem requires greater accountability on the part of the corporate. an efficient credit information sharing system and an appropriate legal framework pertaining to the banking system so that court procedures can be streamlined and actual recoveries made within an 48 . Today. leasing and mutual funds and many more are in the process of doing so. Massive branch expansion in the rural and underdeveloped areas. tremendous changes have taken place in the banking industry. Some banks have commenced factoring business. Some of them have engaged in the areas of consumer credit. Another major anxiety before the banking industry is the high transaction cost of carrying Non Performing Assets in their books. credit cards. It is rightly felt that these contaminated debts. leasing.During the last 39 years since 1969. will eat into the very vitals of the banks. BANKING SERVICES IN INDIA The major challenges faced by banks today are as to how to cope with competitive forces and strengthen their balance sheet. banks are groaning with burden of NPA’s. mutual funds etc. A few banks have already set up subsidiaries for merchant banking. The banks have shed their traditional functions and have been innovating. improving and coming out with new types of the services to cater to the emerging needs of their customers. merchant banking. mobilisation of savings and diversification of credit facilities to the either to neglected areas like small scale industrial sector. if not recovered. agricultural and other preferred areas like export sector etc. There has been considerable innovation and diversification in the business of major commercial banks.

There is no need of person-to-person physical interaction or dealings. extension counters. The banking industry cannot afford to sustain itself with such high levels of NPA’s thus. Many new players with different muscle powers will enter the market. as far as the customer is concerned. There will be more transparency and disclosures. The Reserve Bank in its bid to move towards the best international banking practices will further sharpen the prudential norms and strengthen its supervisor mechanism.” The Indian banks are subject to tremendous pressures to perform as otherwise their very survival would be at stake.acceptable time frame. That means all banks would be interlinked and individual bank identity. “lend. In the days to come. IT plays an important role in the banking sector as it would not only ensure smooth passage of interrelated transactions over the electric medium but will also facilitate complex financial product innovation and product development. This would be the case of banking reaching the customers. Customers would be able to do all their banking operations sitting in their offices or homes and operating through internet. BANKING SERVICES IN INDIA Banking landscape is changing very fast. Human Resources Management is assuming to be of greater 49 . There is no need to have large number of physical bank branches. does not exist. As an extreme case of e-banking World Wide Banking (WWB) on the pattern of World Wide Web (WWW) can be visualised. The application of IT and e-banking is becoming the order of the day with the banking system heading towards virtual banking. but lent for a purpose and with a purpose ought to be the slogan for salvation. banks are expected to play a very useful role in the economic development and the emerging market will provide ample business opportunities to harness.

50 . Banking Sector in India too faces same strains and challenges at local. Ultimately banking is people and not just figures.importance. national and international level. As banking in India will become more and more knowledge supported. human capital will emerge as the finest assets of the banking system. BANKING SERVICES IN INDIA VIII. STRAINS AND CHALLNGES Liberalisation process has increasingly exposed Indian Industry to international competition and banking being a service industry is also not an exception.

the growth led to strains in the operational efficiency of banks and the accumulation of non-performing assets (NPA’s) in their loan portfolios. All this has resulted in a challenge to managers of banks to develop the right mix of acquired and internally grown IT applications which suits customer’s expectations. etc. functionally diverse and geographically widespread. For survival and growth in highly competitive environment banks have to follow the new “Guru Mantra” of prompt and efficient customer service. foreign banks. this means offering your target customers an increasingly broader range of services than your competitors and that too in unique way. Banking sector reforms and liberalisation process raised many challenges before Indian Banks and for sustainable development it has become necessary to face these challenges effectively:  Intense Competition: The RBI and Government of India kept banking industry open for the participants of private sector banks and foreign banks. The foreign banks were also permitted to set up shop on India either as branches or as subsidiaries. Due to this lowered entry barriers many new players have entered the market such as private banks. Banks face increasing pressure to stand out from the crowd. The foreign banks and new private sector banks have spearheaded the hi-tech revolution. have played a crucial role in the socio-economic progress of the country after independence. non-banking finance companies. latest technology innovative and globally tested products are spreading their wings and wooing away customers form other banks. On the Internet. However. Heavy weight foreign banks with huge BANKING SERVICES IN INDIA base. which calls for appropriate customer centric policies and customer friendly procedures. 51 .Indian Banks.

clearings.  Privacy and Safety: Among the most important aspects. poor and even illiterate mans in the lurch to which the level of automation and efficiency of services are immaterial. safety has to be accorded top most priority. which might endanger security in e-banking can be:  Changes in input data such as changing the amount in ledges. safety liquidity and profitability. The areas among other things. another through 52 .e. deliberate damage through viruses on data stored in computers. same criminals might gain entry into the computers and cause damage to the system. To face competition it is necessary for banks to absorb the technology and upgrade their services. However use of High-Tech sophisticated technology leaves the predominantly rural.  Use of stolen or falsified cards in ATM machines. In this case. Technological Up gradation: Already electronic transfers. Though these trends could be detected consequently.. This apart. increasing the limits in accounts or face value of cheaques. settlements have reduced translation times. The safety aspect assumes more significance in the emerging scenario as the economic loss caused internationally by these types of crimes might risk area and any lacunae is safety would result in erosion of confidence and the same might possibly paralyse the entire network. BANKING SERVICES IN INDIA  Computer forgery could be committed by way of gaining access to other account. of savings. prevention is a major problem with these types of crimes. i.

customer orientation. Therefore it becomes necessary for banks to encourage all employees to take risks and work towards continuous improvements and breakthroughs. In today’s fast-changing world of employee mobility both horizontally and vertically and value systems. etc. The key elements that shall provide a competitive edge to banking sector will not be physical assets but knowledge assets and information. banks must understand how to retain knowledge based employees and prevent them to migrating to some other organisation. Schemes like VRS are going to change the nature of workforce with many senior and experienced persons opting for it. Also. Thus many banks are going for URS schemes to reduce the burden of excessive staff. he can cause havoc to the entire network. Therefore. for the employees. and continuous improvement of excellence. BANKING SERVICES IN INDIA 53 . If this is done. Banks must believe in people.  Human Resources Management: In the recent past the human resource Policies in banks were mainly guided by the comcept of permanent employment and its necessary concomitants of creating career paths. the hackers could operate a parallel network. If a hacker has found out the password. In this the entire software could be stolen. if the password is stolen money could be transferred from one account to another. terminal benfits.which security and privacy are maintained. the public sector banks need to hire the right talent at market related compensation and to shed surplus manpower/staff.  Software privacy is another area of potential danger faced by the banking industry.

This requires enormous internal and external management and the crux of the solution lies in blending human resources with information technology. BANKING SERVICES IN INDIA 54 .Successful banks overcoming the challenges will be those that harness technology in a customer friendly yet cost effective way.

"The Saraswat Co-operative Banking Society" was founded. On 14th September 1918. India's freedom Movement and the glorious chapter of post-independence India. Parulkar became its first Chairman. J. N. P. CASE STUDY CO-OPERATIVE BANK AND ITS SERVICES SARASWAT CO-OPERATIVE BANK LIMITED The Bank has a very humble but a very inspiring beginning. close on the heels of the Russian Revolution. These were the people with deep and abiding ideals. The two wars in particular brought in their wake. the first Treasurer. Even today.N. Its objective was to provide temporary accommodation to its members in eventualities such as weddings of dependent members of the family. the first Secretary and Mr. the first Vice-Chairman. These dedicated men in charge of the Society had a commendable sense of service and duty imbibed in them. optimism and entrepreneurial skills. our honourable founders inspire a sense of awe and respect in the Bank and amongst the shareholders. Mr. Thakur. Warde. faith. Mr. The Bank. which was originally founded in 1918. Shivram Gopal Rajadhyaksha.IX. vision. i.e. The Society was converted into a full-fledged Urban Cooperative Bank in the year 1933. The Bank has the unique distinction of being a witness to History.K. During this cataclysmic cavalcade of history. Mr. paucities of all kinds and realities and stand by its members in distress as a solid bulwark of strength. The Society was initially set up to help families in distress.B. the Bank as a financial institution and its members could not of course remain unaffected by the economic consequences of the major events. the Second World War. BANKING SERVICES IN INDIA 55 . also witnessed as a Society and as Bank-the First World War. repayment of debt and expenses of medical treatment etc.

the Bank's gross income crossed the Rs. The Bank has grown in stature. resources.The Founder Members and the later-day management's of the Bank continued to demonstrate their unwavering faith in the destiny of the common man and the co-operative movement and they encouraged the shareholder to save despite all odds. MISSION STATEMENT "To emerge as one of the premier and most preferred banks in the country by adopting highest standards of professionalism and excellence in all the areas of working.3. BANKING SERVICES IN INDIA 56 .a fitting and appropriate characteristics of a Bank that believed in hard work. Resultantly. the Bank grew from strength to strength. By 1942. the Bank was fulfilling all the banking needs of its customers. During the late fifties. progressed in its social and economic objectives and produced an image of what an ideal bank should be. the Bank chose a bee motif to symbolise the Bank's emblem . The Bank had established five branches within the city of Mumbai and one each at Pune and Belgaum.00 crore mark for the first time. In its 50th year. a team spirit to achieve its objectives and a selfless service to its members and customers. assets and profits. in the year 1977-78. the Bank had gained Strong foundation in terms of its membership. a search for all that is good.” MILESTONES Thanks to these sustained and assiduous efforts over 25 years after its inception.

Karnataka and Goa. and wide array of Deposit schemes with customer friendly features and attractive Rate of Interest. Mutual Funds and Demat Services. Car Loan etc. The Bank is providing 24. Saraswati Education Loan.hour service through ATM at 41 locations. our efforts are always directed towards developing and offering competitive and innovative products and services.1 co-operative bank in Asia. Presently the Bank is having correspondent relationship in 45 countries covering 9 currencies with over 125 banks SERVICES PROVIDED Saraswat Co-operative Bank being the No.Last two decades the bank has witnessed a steady growth in the business.The bank is the first co-operative bank to provide Merchant Banking services. The Bank also offers a bouquet of Retail Loan Products such as Vastu Siddhi Home Loan. BANKING SERVICES IN INDIA 57 . through which we are offering third party products like Life and non-Life Insurance. With a view of fulfilling all the needs of the customers under one roof Bank has entered into tie-ups with various premium institutions. Gujarat. The bank got a permanent license to deal in foreign exchange in 1978. In 1988 the bank was conferred with "Scheduled" status by Reserve Bank of India. Madhya Pradesh. provides a wide range of products from a traditional term loans to short term products like Bills discounting under Letter of Credit etc. In the wholesale banking business. the Saraswat Cooperative Bank Ltd. Maharashtra. The bank has a network of 86 fully computerised branches covering five states viz.

 CUBS Deposit  Current Deposit  Elite Savings  Janhit Account (No frills account)  Savings Deposit  Co-operative Societies BANKING SERVICES IN INDIA 58 . Deposits Scheme Saraswat Bank provides information of it's various deposit schemes customers can avail of with the bank.Following are the Services Provided by the Saraswat Bank PERSONAL  Deposits Scheme  Personal Loans 1.

500 /. Earn Interest @ 3. 50/.5 p. a CUB Account holder has to save Rs. b) Initial deposit of Cubs account is Rs 50/. Benefits "Free Gift" for all account holders. every quarter possess specially designed passbook. 50/-.and subsequent deposits in multiples of Rs 10/. 10/. e) After completion of 14 years of age minor/student can operate the account Cheque book facility not available. d) Facility to deposit cash in school premises on predetermined days.after one year of opening account. BANKING SERVICES IN INDIA 59 .with further deposit of Rs. c) Starting with a small amount of Rs. f) No charges for non-maintenance of minimum balance for first year.a.no periodic compulsion for subsequent Deposit. Savings for Kids (CUBS) Features: a) You should be a minor/student (upto the age of 21 years) to become 'CUBS' account holder.Rs. Minimum Balance: Account opening .Rs. 500/.over a period of one year.

Minor by guardian..to Rs. Organizations.. 2/. 50 per quarter.a. Current Deposits Features: Minimum Average Balance.plus Rs. BANKING SERVICES IN INDIA 60 . 100 per quarter. Below Rs.per unused cheaques..per month. Minimum Balance of Rs 5000/.(Average Quarterly Balance) Rate of Interest: 3.Rs. 5000/. Organisations.50% p. Non-Maintenance of minimum average quarterly balance require to pay service charges of Rs. If account is closed within 6 months Rs. 4999/.Individual.Rs. 4000/. Businessmen. 4000/. Co-operative Societies. 30/. Eligibility . 200/. Free ATM cards.  Elite Savings Eligibility: Individuals. Minimum Balance: Rs. Penalty for Non-maintenance of minimum balance: Minimum quarterly average balance: Below Rs.

00 Lakhs for one year.100/-. BANKING SERVICES IN INDIA 61 . 4) The initial deposit amount required to open account would be Rs.  Eligibility: Janhit Account (No Frills Account) 1) Persons whose balances do not exceed Rs 50.Special features / facilities: • • • • Free Personal Accident Insurance Cover of Rs. 2) Total credits to the Janhit account should not exceed Rs 1 lakh in a year. he/she will have to close all other transaction accounts with any other bank within a period of 60 days from the date of opening the Janhit Account with our bank. Free Issue of Demand Draft / Pay Order (one occasion per month without ceiling on maximum amount) Free ATM Card.000/. Free Utility Bills Payment facility. 2.in all the accounts taken together.250/-. 3) Once a customer opens a Janhit Account with the Bank. Minimum Balance: Minimum Balance required to be maintained would be Rs.

5% p. 15 /.Rs. Savings Deposits Minimum Average Balance Rs.5% extra interest as compared to General Public for Term Deposit. with quarterly rest Penalty / Service Charges Non-Maintenance of minimum average quarterly balance of Rs 1000/.00 lacs in Term Deposit Rate Of Interest 0. For Saving Account 3. 15000/.a.require to pay Rs 50/. 1000 /.with or without Cheque Book Free ATM card Interest 3.Rs.per month If account is closed within 6 months Without cheque book . 3. 2 per unused cheque  Co-operative Societies Eligibility Co-operative societies Minimum Amount Minimum quarterly average balance of Rs. 10 /With cheque book .5% For Current Account – Nil BANKING SERVICES IN INDIA 62 .plus Rs.in Saving/Current Account Minimum Rs.

IX.Special Features/Facilities • • • • • • Free Affinity Card Free Cheque Collection Service. Personal Loans Saraswat Co-operative Bank offers various loans to its customers. Free delivery of Statement of Account (once in a month) Free Utility Bill Payment (Easy Pay Scheme) Free transfer of Funds from the account of member of the Society to Society’s account for monthly maintenance Free issue of D. 25000/. Eligibility Hearing Impaired individual OR their Parents BANKING SERVICES IN INDIA 63 ./P. one can opt for any of the below listed loans for their assortment of needs. Applicant should be residing in the city where the branch is located.each.O.  Medical Loan Purpose Term Loan for acquiring Nucleus Cochlear Implant Banking Relation Previous banking relations are not compulsory. upto Rs.D.

Gold or any other approved securities 2 Guarantors of well placed means BANKING SERVICES IN INDIA 64 . NSCs.00 Lakhs 100% of the cost of equipment and hospitalisation and allied charges 70% of the Market value based on valuation by approved valuer of the commercial or residential property EMI Fixed Monthly Installments: ( For Rs 1. KVPs. FDRs. 10.LIC policies.00 Lakh ) Year 1 2 3 4 5 Amount 8839 4661 3274 2585 2175 Repayment Period Maximum 5 Years Security Equitable mortgage of residential / commercial premises Pledge of tangible securities viz.Limit of Loan Rs.

150000/.c Whichever is lower Eligibility a) Individual who are salaried employees having minimum net salary of Rs. is in operation for last 3 years and making cash profit for last 3 years. In other cases. Property Loan Purpose Acquiring another asset.m.b.for at least 3 years continuously.a. but end use should be ensured.50% on Daily Reducing Balance Cash credit .10000/p.Rs.12. whose net annual taxable income is Rs.). for any other purpose. a. 50 Lakhs Basis of Advance a) 25 times of net salary in case of salaried person Or b) 3 times of net cash accruals.Rs. c) Firm/Company. and firm/company.13% on Daily Reducing Balance BANKING SERVICES IN INDIA 65 . Rate of Interest Term loan . 60% of value as per valuation report.2 lakhs Maximum . (The income of the spouse may be added) b) Professional. at the above level.150000/.p. Self-Employed and others who are income tax assessee having net annual taxable income of Rs. Limit of Loan Minimum .(Net of tax and drawing plus depreciation) Or c) 60% of agreement cost (If the property is less than 3 years old.

Security Equitable Guarantor: Need not be obtained however in case of firms. spouse and close blood relative BANKING SERVICES IN INDIA 66 .60 times of net monthly salary (avg. directors to be obtained. KVP.Maximum 5 years Cash Credit .with reducing limit (in 60 monthly installments) subject to renewal every year. LIC etc. Basis of Advance/ Eligibility. for the last three months)Or 3 times of Net Cash accruals (average for the last 2-3 years net profit after adding back of depreciation) of applicant. Govt.00 lakhs.25. 95% of cost of land & construction or cost of flat + registration charges + stamp duty. Mortgage of Residential. companies. Securities. commercial or industrial property.Repayment Period Term Loan . NSC. Option I(Regular Repayment) . guarantee of partners.  Home Loan Purpose of Loans Purchase of flat / bungalow Limits of Loans Maximum Rs. 100% of cost on case to case basis with 10% collateral security in the form of approved liquid securities like Term Deposit.

50% p. if applicant opts for Bullet payment mode.00% p. Fixed : 12.65 times of net salary (avg.a.a.Varying every 3 years Floating : 11.50% p. . and dependent blood relative. BANKING SERVICES IN INDIA 67 .Option II (Bullet Repayment) & Option III (Progressive Repayment). spouse. for the last three months) or 3 times of net cash accruals (average for the last 2-3 years net profit after adding back of depreciation) of the applicant. Repayment Period Maximum 15 years Rate of Interest Flexi Fixed : 11.a.

Our working capital solutions are based on financial. We provide a wide array of commercial and electronic Banking products to corporate/ mid corporate/SME. he is the very reason for our existence. Bank provides variety of credit facilities to its Corporate Clients as under: • Working Capital The Bank with a team of technically qualified competent customer driven relationship managers possessing wide industry experience in various segments. quantitative & qualitative evaluation of your business through our technically qualified experts. Despite rapid growth in credit portfolio.” The Bank realises this. Banks asset quality has shown constant improvement.  Mid Corporate Products  Small & Medium Enterprises (SMEs) 1) Mid Corporate Products. They can offer you working capital finance by way of cash credit or loans suitably structured to your need and risk profile in consortium or as a lead banker. the Bank has taken lot of efforts to understand customers & empathizing with their needs. Your Bank has a wide exposure to various industries.CORPORATE “Customer is not an intervention. BANKING SERVICES IN INDIA 68 . We are providing various facilities from funded to none funded from short term to long term ensuring that you get finance as per your needs.

We offer specific solution so as to match repayment with your cash flows to repay the debt thereby enhancing your profitability.• Term Loan The Bank provides term finance/term loans for business expansion. 2) Small & Medium Enterprises (SMEs) For a business on the growth phase with a wide range of opportunities to explore. Their working capital solutions are based on financial. The can offer you working capital finance by way of cash credit or loans suitably structured to your need and risk profile in consortium or as a lead banker. quantitative & qualitative evaluation of your business through our technically qualified experts. The Bank has taken lot of efforts to understand customers & empathizing with their needs.The Bank is providing structured term loans to meet your short term as well as long term funding requirements. • Working Capital The Bank with a team of technically qualified competent customer driven relationship managers possessing wide industry experience in various segments. At Saraswat Bank we see ourselves as partners to Clients business enabling you to focus on your business needs. up gradation of existing facilities etc to ease the pressures on margins of the company . timely availability of credit is essential to scale new heights. BANKING SERVICES IN INDIA 69 .

BANKING SERVICES IN INDIA 70 . from their valuable time standing in a queue for routine utility bill payments. All they have to do is to walk into any of the branch and register themselves under: “Easy Pay” scheme for all their recurring utility bill payments such as Telephone. Cellular Phone Bills. Once the customers are registered all their future bills will be paid automatically through their bank account with bank. Any Customer can download the form and submit it to nearby branch. its esteemed client. Electricity Bills. These are generally provided for 90 to 180 days. SERVICES Saraswat Co-operative Bank provides information of various Value added services that the Bank provides for it's esteemed Customers under this section. EASY PAY Here is one more exciting facility the Bank has offered to relieve you. Insurance Premium & many more.• Import Finance Bank is providing import finance to its valuable customers by providing letter of credit facility for its customers to purchase their raw materials.

For drawing cash from the ATMs of Consortium banks. The Saraswat Co-operative Bank issue ATM card to all their clients who open account with the Bank. Tax benefit under Sec 80 C is also available. we have entered into a tie-up with M/s. They can draw cash from ATMs of Saraswat Bank as well as over 2461 ATMs of 20 members Banks in "BANCS" network. For Life Insurance products. the account holder enjoy the privilege and convenience of withdrawing cash at their convenience at time during day and night on all 365 days in a year. HDFC Standard Life Insurance Company Limited. BANKING SERVICES IN INDIA 71 . We offer following products: 1) Endowment Plan: This being a popular savings plan is useful for meeting all long/ short-term financial needs and also covers the risk of the applicant's life. no charges are levied. INSURANCE It is the Bank’s earnest endeavor to offer suite of new and competitive financial products and services. The details of tie-up and products offered are given below: [A] LIFE INURANCE. as the "Time" itself is "Money". Being A Saraswat Bank ATM cardholder.ATM SERVICES Please do not waste the valuable "Time" for "Money". The Bank has for this purpose tied up with various insurance companies. To avail ATM Card. account holder can download the form and submit it to nearby branch.

This plan is a with profit pension plan suitable for everyone to help provide regular financial security to the family. Bajaj Alliance General Insurance Co Ltd. BANKING SERVICES IN INDIA 72 . return on investment. Plan takes care of retirement age. Tax benefit under Sec 80 C is also available. cashless facility with network of 600 hospitals across India. Tax benefit under Sec 80 C is available. It is also known as double benefit plan as on death of life insured the beneficiary (child) gets the sum assured on death of applicant as well as on maturity of the policy. On death of the life insured the nominee gets the policy amount. [B] NON-LIFE INURANCE: For Non-Life Insurance we have a tie-up with M/s. Tax benefit under Sec 80 D is available. Under the arrangement we offer following insurance products: 1) Health guard: This plan provides for reimbursement of Hospitalisation expenses incurred for illness/ diseases or injury sustained.2) Children’s Double benefit plan: It is the most popular plan which helps you save and secure your child's future to meet expenses for education. 4) Regular Personal Pension Plan: It is plan. 3) Term Assurance plan: It is purely life risk cover plan. takes care of pre and post hospitalisation expenses. marriage etc. ambulance charges. Tax benefit under Sec 80 C available. The key features are lowest premium. which provides annuity at the retirement age. family discount. inflation etc.

2) Travel Companion: It is an Overseas Travel Insurance that covers reimbursement of medical expenses at abroad. along with loss of passport/ baggage during overseas travel. 4) Vehicle Insurance: It insures your vehicle incase of damage or loss to the vehicle. BANKING SERVICES IN INDIA 73 . 3) Personal Accident Insurance: It covers risk of death on accident.

CONCLUSION The banking scenario has changed drastically. In today’s context banks are following the strategy of “relationship banking” than “mass banking” which is need of the hour. the most striking of which is its reach. Indian banks are now spread out into the remote corners of our country. XI BIBLIOGRAPHY 74 . thus. According to the Banker 2004. Technology is playing a crucial role in the day to day functioning of the banks. Today banking sector is marked by high customer expectations and technological innovations. Relationship banking is the new paradigm for survival and success. liberalisation and privatisation have unleashed forces of competition. The customer services are playing a very significant role in banking business. but more difficult to retain the customer. but more difficult to run for their business. globalisation and automation in the banking industry. not only to create the customer. has become very significant. making the banks run for their business. India’s banking system is one of the largest in the world. not only to create the customer. In terms of the number of branches. embracing a ‘share of customer’ approach to growth by identifying. protecting and expanding customer relationship. liberalisation. Indian banking system has several outstanding achievements to its credit. In India major events leading to deregulation.X. To face competition it is necessary for banks to absorb the technology and upgrade their services. The changes which have taken place in the last ten years are more than the changes took place in last fifty years because of the institutionalisation. India has 20 banks within the world’s top 1000 out of which only 6 are within the top 500 banks. These banks that have harnessed and leveraged technology best have a strategic advantage. Prompt and efficient customer service.

saraswatbank.in 75 . Websites Visited • • • www.answers.com www.google.com http://www.

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