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Shahbaaz Khan 51
Subject :- Service Sector Management
Prof :- Sushmita Mukherjee
What is a BANK ?
A banker or bank is a financial institution whose primary activity is to act as a payment
agent for customers and to borrow and lend money.
This is one of the main reason of India's growth process.Banking Sector in INDIA For the past three decades India's banking system has several outstanding achievements to its credit. The most striking is its extensive reach. It is no longer confined to only metropolitans or cosmopolitans in India. Shahbaaz Khan 51 . Indian banking system has reached even to the remote corners of the country. In fact.
Gone are days when the most efficient bank transferred money from one branch to other in two days. Not long ago. Money have become the order of the day. Shahbaaz Khan 51 . he has a choice. an account holder had to wait for hours at the bank counters for getting a draft or for withdrawing his own money. Today. Now it is simple as instant messaging or dial a pizza.The government's regular policy for Indian bank since 1969 has paid rich dividends with the Nationalization of 14 major private banks of India.
They are as mentioned below: Early phase from 1786 to 1969 of Indian Banks Nationalisation of Indian Banks and up to 1991 prior to Indian banking sector Reforms. New phase of Indian Banking System with the advent of Indian Financial & Banking Sector Reforms after 1991. though conservative.The first bank in India. Shahbaaz Khan 51 . From 1786 till today. the journey of Indian Banking System can be segregated into three distinct phases. was established in 1786.
Phase I Phase II Phase III Indian Banking Sector Shahbaaz Khan 51 .
Bank of Bombay (1840) and Bank of Madras (1843) as independent units and called it Presidency Banks. Bank of Baroda. Central Bank of India. Shahbaaz Khan 51 Phase I . The General Bank of India was set up in the year 1786. Canara Bank. Bank of India. Indian Bank. Reserve Bank of India came in 1935. Between 1906 and 1913. and Bank of Mysore were set up. Punjab National Bank Ltd. Next came Bank of Hindustan and Bengal Bank The East India Company established Bank of Bengal (1809). was set up in 1894 with headquarters at Lahore. In 1865 Allahabad Bank was established and first time exclusively by Indians.
Phase II Second phase of Nationalization Indian Banking Sector Reform was carried out in 1980 with seven more banks. This step brought 80% of the banking segment in India under Government ownership. Shahbaaz Khan 51 .
1975 : Creation of regional rural banks. Shahbaaz Khan 51 . 1959 : Nationalization of SBI subsidiaries. 1971 : Creation of credit guarantee corporation. 1969 : Nationalization of 14 major banks. 1961 : Insurance cover extended to deposits. 1955 : Nationalization of State Bank of India.The following are the steps taken by the Government of India to Regulate Banking Institutions in the Country : 1949 : Enactment of Banking Regulation Act. 1980 : Nationalization of seven banks with deposits over 200 Crore.
Shahbaaz Khan 51 .After the Nationalization of Banks. the branches of the public sector bank India rose to approximately 800% in deposits and advances took a huge jump by 11.000%.
Efforts are being put to give a satisfactory service to customers. The country is flooded with foreign banks and their ATM stations. Phone banking and net banking is introduced. Shahbaaz Khan 51 . The entire system became more convenient and swift. Time is given more importance than money.Phase III This phase has introduced many more products and facilities in the banking sector in its reforms measure. a committee was set up by his name which worked for the liberalization of banking practices. under the chairmanship of M Narasimham. In 1991.
Each has their own dedicated target market. Few work in rural sector while others in both rural as well as urban. Many even are only catering in cities. Shahbaaz Khan 51 .BANKING SYSTEM IN INDIA In India the banks are being segregated in different groups. Each group has their own benefits and limitations in operating in India. Some are of Indian origin and some are foreign players.
Shahbaaz Khan 51 .
Current position of Indian Banking Sector 24% rise in Banks NPA‟s 6th position among the emerging economies Within the BRIC countries INDIA ranks 3rd Shahbaaz Khan 51 .
India is focussed on servicing the needs of large Indian corporates. Barclays Corporate.000 clients and customers across the country. payments & cash management services. Country Head and Managing Director and services the needs of over 400. deposits. trade finance and treasury solutions. Barclays opened its doors to commercial customers in November 2006 and today has a roster of over 2000 clients. the corporates in the SME sector.Barclays in India Barclays Corporate India is led by Karan Bhagat. and Indian companies looking to grow overseas. Barclays offers its clients a broad spectrum of services including loans. Shahbaaz Khan 51 .
2011 is capitalized to the extent of Rs.87%.88 crores with the public holding (other than promoters and GDRs) at 52. Shahbaaz Khan 51 . Life Insurance Corporation of India (LIC) and General Insurance Corporation of India (GIC) and other The Bank as on 30th June. after the Government of India allowed new private banks to be established. The Bank has strengths in both retail and corporate banking and is committed to adopting the best industry practices internationally in order to achieve excellence.Axis Bank was the first of the new private banks to have begun operations in 1994. The Bank was promoted jointly by the Administrator of the specified undertaking of the Unit Trust of India (UTI . 411.I).
SWOT ANALYSIS OF Axis Bank STENGTHS •Brand name •Support of various promoters •High level of services WEAKNESS • Not having a good image • Market capitalization is very low • Not been fully able to position itself correctly •Knowledge of Indian market SWOT OPPORTUNITIES •Growing Indian banking sectors •People are becoming more service oriented •In the global market •Dissatisfied customers THREATS •From the various competitors •Foreign banks •Government banks •Future market trends •Advent of MNC banks .
SWOT ANALYSIS OF Barclays Bank STENGTHS WEAKNESS Opportunities SWOT THREATS .
is an endeavour by the Bank to understand the consumers' needs and redefine banking to suit your requirements comfortable banking experience. Axis Bank's Savings Account.000 in rural centres . instant access to your money anywhere. 1. Possessing a range of unmatched features.000 in metro or urban centers. 2. Rs. 5.500 in semi urban centres and Rs.. You can avail of all these services with a minimum quarterly average balance of Rs.Axis bank saving bank A/c Presenting. anytime.
Barclays bank Saving bank A/c Barclays provides you a convenient and simple way to access to your account 24/7. Barclays Savings Account provides you the convenience of banking transactions topped up with interest on your savings .
Axis bank Current A/C Current Accounts with no Minimum Balance Stipulation host of other services without any charges as under. Free Anywhere Banking Facility at all Axis Bank Locations. No Chequebook Issue Charges. Features Account Management Services: Current Account with No Minimum Balance Stipulation. Free Cash Deposit Facility. .
superior service and cost – effective solutions to customers.Barclays bank Current A/c Barclays Retail Current accounts provide convenience. A wide range of variants are offered to cater to the transaction needs of various segments .
Axis bank Fixed A/C Open FD a/c online Benefits Hassle free opening of a fixed deposit from the comfort of your home/office Seamless transfer of funds from your savings account to higher interest earning fixed deposits Flexibility in deciding the amount. tenure. interest payment and maturity of your deposit Open a fixed deposit at any branch of your choice .
.Step I log into your account through I-connect and select the option Fixed Deposit Request under the Fixed Deposits Menu on the left hand side panel. mode of repayment.e the day on which the savings account is debited. and the type of Fixed Deposit etc Step IV Step III The value date for opening of the deposit and the rate applicable will be as per the date of request i. Post FD creation the Fixed Deposit receipt will be dispatched to your communication address and you will be able to view the Fixed deposit in I-connect after 4 working days . tenure. Step II amount of Fixed Deposit.
You can relax knowing that your return is guaranteed. .Barclays bank Fixed A/C You want to put money away for a length of time. With a Fixed Deposit account you have the flexibility of choosing how long you wish to put your money aside for. Fixed Deposit accounts are available in local as well as major foreign currencies. knowing that your initial investment is safe and providing you with a guaranteed return.
Tiered interest rates You can receive your interest monthly. Your money will be invested for you for an agreed term of your choice Facility of borrowing .this account acts as a security. Available in local as well as major foreign currencies.Features & Benefits Minimum balance of 50. quarterly. . or annually depending on the maturity of your deposit. Your interest can be paid directly to a Barclays' account of your choice.000. biannually.
Foreign Exchange Services .
” . you can trade with safety and ease. a strong global network and a user-friendly range of import-export products and services.Foreign Exchange services of Barclays bank Foreign Trade Finance “Take advantage of our years of international trade expertise delivering expert advice. With Barclays backing your business.
• .Certain creditworthy customers are sanctioned limits with validity for 3 years.Services of Barclays • Barclays offers the following services: • Import letters of credit • Export letters of credit • Import bills on collection • Export bills on collection • Pre and post shipment finance • The Barclays exporters gold card scheme . subject to availability of limits. • This entitles them to pre-shipment and post-shipment credit in foreign currency on an unrestricted basis and without recourse discounting of offshore export bills.
Our expertise gives us a leading edge in creating solutions covering your risks to give you complete financial security.IMPORT LETTER OF CREDIT When dealing with overseas suppliers. Irrevocable Letter and cannot be amended or cancelled without the consent of all parties involved in the transaction. particularly with suppliers who insist on payment by letter of credit. . The advantage of experience Our extensive experience puts us in a position to guide you on which documents to ask for and on wording the terms. especially unfamiliar ones. Improve your competitive status Display your financial credibility and enhance your competitive position. The benefits of the import letter of credit: Control & Security Payment only against the specified documents you specify. there are no guarantees.
• Hedge currency exposures • Knowing the payment date.Export letters of credit • By covering your risks and maximizing security in payments. The benefits of the export letter of credit: • Improve cash flow management • Since you receive guaranteed funds. • Extend payment terms • Your suppliers may agree to extend payment terms if you assign the proceeds of the letter of credit to them. amount and currency in which the payment is to be made allows you to predict your cashflow more accurately.Reduced risk of payment default reduces need for separate credit insurance and by simply confirming your letter of credit. we will simply 'discount' or 'negotiate' your bills of exchange to improve your cash flow. . we provide a safe and secure environment allowing your business to grow to its potential. This will also improve your cash flow. • Save insurance costs . We can help you cover such currency exposures. we can also reduce the need for political insurance.
we can set up an import letter of credit. collection provides evidence. . • Reduce risks • If you are dealing with a new supplier or are reluctant to pay until the goods have been shipped. • More security • For greater security and control over the documents received and content. • Enhance your bargaining position • Negotiate the costs of the collection to be borne by your supplier.Import collections • Improve cash flow • By negotiating a credit period for term payment from suppliers.
wherein they agree to guarantee payment in the event that your buyer defaults.Export collections • Enhances trading confidence • Documents released upon payment or acceptance of the bill of exchange. For further security. • Improves cash flow • Receive funds in advance . the term can be 'avalised' by your buyer's bankers.
providing a gamut of products for both exports and imports.“Over the last few years Axis Bank has emerged as one of the leading banks in providing trade finance services. We serve a wide range of customers across varying industries. segments and regions.” .
• The financing is available in all major currencies.Trade services of Axis bank • Import Financing:• Bank offer both Buyers Credit and Suppliers Credit. • Export Financing:• We offer the following facilities in both local and foreign currencies. – Pre-shipment Financing: – Post-shipment Financing: – Negotiation or Discounting – Advances Against Collection Bills (AACB): .
• Negotiating or Discounting. Confirming. Reimbursement • and Foreign Exchange services. • Our guarantees are well accepted by government agencies Capital Market Agencies and all major corporate and worldwide banks . • Advising. . • financial. • bid bond etc. • Bank Guarantees • Bank offer to issue various types of guarantees – • performance. • Standby LC.• Letter of Credit • Axis Bank offers a gamut of services to meet all your Letter of Credit requirement including • Opening.
Phone Banking Barclays Bank Check your account balance $$$$$$$$$$$$$$$$ Axis Bank Check your account balance Enquire on the cheque status $$$$$$$$$$$$$$$$ Stop Payment Order a Cheque Book / Account Statement Stop Payment Loan Related queries Demat Related Queries Transfer Funds between accounts Loan Related queries Demat Related Queries Transfer Funds between accounts .
Pay your bills $$$$$$$$$$$$$$$$
Pay your bills Report loss of your ATM / Debit / Prepaid Card
Enquire about latest Interest / Exchange rates
Request a Demand Draft / Manager's Cheque
Axis Bank Internet Banking
• We can get control over your account anytime, anywhere at our comfort with Axis Bank Internet Banking - a one stop solution for all our banking needs. “View all your accounts detail, submit requests and undertake a wide range of transactions. ”
Features of Axis bank internet banking : • Account Details: View your bank account details, account balance, download statements and more. Also view your Demat, Loan & Credit Card Account Details too all in one place. Fund Transfer: Transfer fund to your own accounts, other Axis Bank accounts or Other Bank account seamlessly. Request Services: Give a request for Cheque book, Demand Draft, Stop Cheque Payment, Debit Card Loyalty point Redemption etc.
• Investment Services: View your complete Portfolio with the bank, Create Fixed Deposit, Apply for IPO etc.
• Value Added Services: Pay Utility bills for more than 160 billers, Recharge Mobile, Create Virtual Cards, Pay any Visa Credit Card bills, Register for estatement and sms banking etc.
Internet Banking Services Availability View Account Details/Balance Internet Banking With Passwords Yes Internet Banking With Passwords + Netsecure Yes Yes Yes 1 2 3 Download Account Yes Statement Request for Stop Cheque Payment Yes 4 5 Request for Cheque book Create Fixed Deposit Yes Yes Yes Yes 6 7 View Credit Card Details Pay Credit Card Bills Yes Yes Yes Yes .Axis Bank Internet Banking . ( services ) Sr. No.
Cont… Sr. No. Internet Banking Services Availability Transfer Fund to Other Axis Bank Account Transfer Fund to Other Bank Account Internet Banking With Passwords No Internet Banking With Passwords + Netsecure Yes 8 9 No Yes 10 11 12 Transfer Fund to Visa Credit Card Request for Demand Draft Shop online and pay using Axis Bank Internet Banking No No No Yes Yes Yes .
Easy internet banking :It's easy to use Online Banking .Barclays bank‟s Internet banking • By Barclays bank‟s internet banking service we can keep track of our money when we want. transfer money and check your statements.we've got help all the way through and our helpdesk is on hand for any questions you may have. where we want. From the comfort of home or the convenience of work. etc . Features of Barclays bank’s Internet banking . Convenient Online Banking :Online Banking is free and it's open round the clock. You can pay bills. Easy Online Banking Secure Online Banking :We're using the most advanced security systems to keep your details safe. Secure Online Banking • • • • . putting you in control of your money.
Barclays Finance (CAR) Installment Loans Barclays Finance (car) installment loan offers you some great features like: • • • • Easy Repayment options Lower Equated monthly installments Period ranging from 12 – 84 months Lower rate of Interests Barclays Finance (car) Loan: Eligibility Personal (car) loan from Barclays are offered to : • Salaried Employees working with – MNC – Government institution – Private limited company – Limited company • Self employed individuals .
000/.and Rs.15 Lacs and Rs.LIMITS OF LOANS AND AGE LIMIT Salaried employees and Self Employed Individuals:• Minimum loan amount : Rs.50.10 Lac respectively Barclays Finance (car) Installment Loans: Age criteria • Minimum age : 25 years • Maximum age : 60 years at the time of maturity of loan .1 Lac respectively • Maximum loan amount: Rs.
• Minimum : 12 months • Maximum : 84 months Interest Rates and Charges • The Interest rates range from 17% .a • Foreclosure charges : • Less than 6 months .21% p.LOAN TENURE AND INTEREST RATES Tenure of Loan The loan tenure has been designed in such a way that the customers enjoy the benefit of easy EMI‟s.6% of the principle outstanding • More than 6 months.4% of the principle outstanding .
proprietorships and partnership firms • Special schemes for Axis Bank Salary accountholders • No income proof schemes available • Loans offered from Rs. • AXIS BANK OFFERS CAR LOAN POWER DRIVE FOR THE NEW CARS. REPAYMENT TENURE OF LOAN IS FROM 1 YEAR TO 7 YEARS AXIS BANK‟S CAR LOAN FEATURES • Loan value calculated as per the on-road-price of the vehicle • Attractive interest rates • Loans available for salaried and self employed individuals.AXIS BANK„S CAR LOANS . . 1 lac onwards • Loans tenure from 1 year to 7 years. BANK HAS SPECIAL SCHEMES FOR ITS SALARY AND PRIORITY ACCOUNT HOLDERS. NO INCOME PROOF IS REQUIRED. • Special Benefits available for Priority Banking customers.
Sales deed. Bank statement. Voter ID. Passport. Driving License. Bank statement. Credit Card Statement. Passport Address Bank Voter Card. Passbook for Cooking Gas Salary slip Previous 3 months from the current date Not Required . LIC-Bond. Utility Bills. Utility Bills. Credit Card Statement. Allotment Letters. Passport Self employed PAN Card. Driving License. Passbook for Cooking Gas Voter Card. Sales deed. Voter ID. LIC-Bond. Driving License. Passport. Driving License. Allotment Letters.DOCUMENTS REQUIRED (BOTH BANKS) Documents ID Proof Salaried employees PAN Card.
Banking statement Previous 6 months from Previous 6 months from the current date ( Salary the current date ( Account) Current Account) Photograph 1 Photograph 1 Photograph Income Tax Returns Not required Last 2 ITR‟s with Computation Base Track Not required 1 Base Track .
for tenures as high as 20 years! • The Barclays Home loan can be availed for: • Loans for ready possession properties and under-construction properties being developed by Cat A builders • Repaying a loan already taken from other Housing Finance Company / Bank Special features • Attractive Interest Rates with variable interest rates • Loan up to Rs. loans become a breeze. Features and benefits: • With Barclays Home Loans you can avail loans up to 80% of the property value. 10 Crore • Convenient repayment through Standing Instruction or Electronic Clearing System .BARCLAYS BANK HOME LOANS Barclays Home loans makes owning property a simple and fulfilling experience for you. With longer tenures and easier EMIs.
Education loan .
Barclays bank‟s Educational Loans • EDUCATIONAL LOAN ALSO CALLED AS A STUDENT LOAN. . and living expenses. It differs from other types of loans in that the interest rate is substantially lower and the repayment schedule is deferred while the student is still in education. • • • • A student loan is designed to help students pay for university tuition. • Before accepting any kind of student loan one should be familiar with its basic attributes. books.
. • This facility is offered to people involved in agricultural and allied activities. • Axis Bank gold loan Review states that it is an attractive loan which customers are willing to take as the Axis Bank gold loan Interest • Rate is attractive and the Axis Bank gold loan Eligibility is easy to achieve. • Axis Bank gold loan Interest Rate is as per the RBI norms .Axis bank Gold loan • The bank power gold scheme is to offer loan against any goal ornament.
• With the Barclays Bank's Gold Loan. • The procedure is Quick. Unlock the value of your gold while you continue to own it. you can get an instant loan against your gold jewellery and ornaments. Easy and Safe. .Barclays Loan against Gold • Let the gold add glitter to your life.
we offer you a loan which makes it easy for you to give your business the priority it truly deserves. And so.Loan against property • We know how difficult it is to make a choice between satisfying your business requirements and your personal ones. • Barclays Introduces Loan Against Property so you don't have to choose! .
marriage etc • • Special features • • Attractive interest rates • Facility amount available up to Rs. Ask our representative for details . for tenures as high as 15 years! • The Barclays Loan against property can be availed for: • Debt consolidation • Business growth • Working Capital requirements • Personal expenses .10 crores • Flexible repayment tenure up to 15 years • Available against residential or commercial property • Option to avail loans against rent receivables • Flexibility through option of choosing an overdraft limit you want • Interest rate options between variable or semi fixed rates.holiday. education.Features and benefits: • With Barclays LAP you can avail loans up to 65% of the property value.
Axis bank ( property loan) • Your property now equals ready cash • Need to generate some money off your assets? • Be it commercial or residential. • Features • Attractive interest rates • Balance Transfer facility available with additional finance • Doorstep service • You can avail the following four products under Loan Against Property • Loan against property – Residential • Loan against property – Commercial • Loan for purchase of commercial property .
a young lady came with a file. “I was told that all payments had been made and I can take the car this morning”. he asked a gentleman who was walking past. confirming that no payments were due and handed him the papers. • The original lady returned. another well-dressed person. She went back to check again and confirmed that it was a comprehensive cover. Krishnan was then required to go to the workshop. asked whether he had brought the balance money? “What balance” asked Krishnan. which were two full pages.30 pm.” the lady said. not even the receptionist asked him who he was and what he wanted. Krishnan and his family reached the show room promptly at 10. “Yes what kind of cover”. . The lady went to check. “Let me get the car first. where. After a few minutes. and all small smiles. all smiles again. The appointment was fixed for next morning at 10. Krishnan wanted to know. An empty chair was pointed out to him. he got the car at 12. • After standing around for sometime. came and asked whether he would like to select accessories from the list. all smile again. When he entered the showroom. “This is the insurance cover. Krishnan wanted to know what insurance cover had been taken. nobody. One was an insurance receipt.” shouted Krishnan. saying that the new car that had been launched only a month back was ready for delivery. The rest of the family had to stand.CASE STUDY • Krishnan was delighted to get a phone call one evening from the finance company. As Krishnan was waiting. hoping to collect the vehicle before the inauspicious „rahu kalam‟ began at 12. whether he would be attended to. He was told to wait. after more delay and paper work.
according to you.QUESTIONS • (a) Identity the Service Gaps in this case and how would you rectify the same? • (b) Explain the „core‟ and „supplementary‟ products in the context of above case. are lacking in them? • (d) As a show room manager what service recovery measures would you take? .‟ • (c) How do you find the „people‟ factor in the above case? What skills.
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