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PROJECT REPORT SUBMITTED IN PARTIAL FULFILLMENT OF THE BACHELOR OF MANAGEMENT STUDIES MUMBAI UNIVERSITY
TY BMS – SEMESTER V
INSTITUTE OF MANAGEMENT & COMPUTER STUDIES
THANE (MULUND CHECK NAKA)
I miss ___________________ of Institute of Management and Computer Studies, Thane of Bachelor of Management Studies (IMCOST) ,BMS- Finance hereby declare that, the project work entitled “A Study On Banking Services – TJSB Bank” is my work carried out under the guidance of my faculty guide Mrs. I assure you that the information submitted by me is true and proved to the best of my knowledge.
Signature of Student
At the outset, I would like to thank Thane Janata Sahakari Bank for giving me approval to do this project by giving the necessary information. I thank my faculty guide, Mrs. Ambujam for coordinating the project work and giving me the guidance. This project would not have been possible without his help. Finally yet, I am also indebted to all who have directly contributed in making this project a reality.
PREFACE A bank is an institution that deals with money and credit. Different people understand the meaning of a bank in a different ways. For a common man bank means a storehouse where money is stored. For a businessman it is a financial institution and for day to day customer. The objective of the study is to highlight the services provided to the customer in a bank. For this purpose “The Thane Janata Sahakari Bank” is taken as a base. The methodology used was introduction with TJSB. She was able to provide first hand data on the services. This project starts with a brief idea about what banking is and what are its activities. A major focus is on banking services.
No I Particulars Introduction ⇒ Introduction to banking ⇒ Industry profile II Importance of study ⇒ Scope of the study ⇒ Objectives of the study ⇒ Limitation of the study III Banking services of TJSB Bank ⇒ Introduction to initial banking services ⇒ Other different banking services ⇒ Introduction to TJSB Bank ⇒ Banking services of TJSB Bank Page no. 01 02 07 10 11 12 12 13 14 15 23 26 IV Methodology ⇒ Research design ⇒ Research instrument ⇒ Sources of data ⇒ Sample size ⇒ Sampling unit ⇒ Sampling methods 31 32 32 33 34 34 35 V Data analysis and Interpretation ⇒ Tables and chart 37 38 6 .TABLE OF CONTENT CH.
VI Findings and analysis ⇒ Findings ⇒ Suggestions ⇒ Conclusion 42 43 49 50 VII Annexure ⇒ Questionnaire ⇒ Bibliography 51 52 55 7 .
Banking operations have witness tremendous change over a period of time due to the advancement in technology or globalization. One of the key challenges that banks face today is their ability to offer fee based services that can reach out directly to where their customers are and be profitable at the same time.SUMMARY For centuries. banks have played an important role in the financial system of any economy. 8 .
• To know the importance or status of banking sectors in Indian To know the banking structure in India. To know the new innovations in today’s modern banking services. To know the various services offered by the bank to their customer.OBJECTIVE • economy. • bank. To study the various scheme related to bank products offer by the • • • To know the satisfaction level of the customers. 9 .
regulation and restriction of necessary Acts and law. Sample size is limited because of time constrain. The information given by the respondent may be by blasted. All banking procedure should be under rules.LIMITATION • • • The customers are reluctant to express their opinions. • To observe the week point of service sector in the economy compare to other developed country. 10 .
METHODOLOGY 1. Questionnaire Questionnaire is the formal set of question prepared to collect the required information. A research design is the arrangement of condition for collection and analysis of data in manner that aims to combine relevance to the research purpose with economy in produced. Instrument should be suitable as per the study. Before deciding the questions it is important to understand the exact nature of the information required. Research design A simple definition of research design is “specification of methods and procedures for acquiring the information needed. It is used to collect information through using the instruments. This is one of the most effective and popular technique used in surveyed. Research instrument Research Instrument is generally used to collect primary data. 11 . In short it provides the necessary framework for understanding the study and collection of data. Use in the project work The questionnaire is designed in such a manner that it covers open ended which was necessary to fetch the information in the pure form. 2.
Use in the project work Secondary data are data complied originally by somebody and available in publication. Sources of data Sources of data Primary data Primary data The data which are originally collected by investors or agency for the first time for any statistical investigation and used by them in the statistical analysis are term as primary data. newspapers. Sample A finite subset of a unit selected from it with the objective of investigating its properties is called as sample. The questionnaire is designed in such a manner that it covers open ended which was necessary to fetch the information in the pure form.3. books. Use in the project work This data is collected by using questionnaire method on the sample size. etc. Use in the project work The questionnaire is use as a sample in the project work. secondary data 12 . Secondary data The data which have already been collected and proceed by some agency or person and take over from there and used by any other agency for their statistical are term as secondary data. This was collected from various sources such as books. websites. records. etc. 4. which may be used by me for my project work.
Use in the project work Sampling unit is final customer. 6. 13 . Sample size The number of units in sample is known as a sample size. These refer to the number of item to be selected form the universe to constitute a sample. thus the sample unit was direct customers.5. The survey was done by forwarding the questionnaire to more than 50 customers. The questionnaire was given & the data was collected from direct final customers directly. The responses came from 50 customers within a specific time period. Sampling unit A decision has to be taken into concerning a sampling unit before selecting sample. The researcher will have to decide one or more of such unit that he has to select for his study. Sampling unit may be a geographical one such as a state. village etc. Use in the project work The sample size used in the project work is 50. or a construction unit such as house or it may be an individual. The sample should neither be large nor too small. district.
Bank today offer a wide range of product and services than ever before and deliver them faster and more efficiently. The levels and intensity of competition has increase in financial services industry as banks and their competitors have expanded their service offering. with better technology. Banks have been rapidly expanding the menu of financial services they offer to their customers. This resulted in the nationalization of 14 commercial bank in 1969. By this way they were reduces the proper work by using electronic system in the bank. Today we find positive changes in this. 14 . Bank provides a package of information and risk sharing the services to their customers. bank provides the services to customer by using the modern techniques. The needs of different segmentation are to be addressed separately and appropriate scheme introduced. In the modern competitive World Bank have to identified the needs of customer and make them available at competitive prices without delay. • This all will lead to increasing the scope of banking services day by day. This proliferation of services has accelerated over the years under the pressure of increasing competition from other financial firms or bank. Today. market orientation and cost effective measures. Gone are the days when customer had to accept what was available. In the past the banks did not find any attraction in the Indian economy because of low level of economic activities.Scope of the project Scope of Banking Services Bank plays an important role in the economy of any country as they hold the saving of the public. They continue with the old strategy of one capital for all. The competition in the Indian banking industry have intensified with the entry of more and more foreign banks and now private sector banks. In the modern economy. banking plays an indispensable role.
CHAPTER 1 INTRODUCTION TO BANKING 15 .
pays. A Bank is a financial institution that receives. A bank is an institution which deals in money and credit. for a businessman it may be a financial institution and a day to day customer it may be an institution where he can deposit his savings. Thus. mortgage companies. exchanges. The English word of bank is prevalent today that is as an institution accepting money as deposits for lending. lends. From this. transfers. There are many other financial institutions that are not usually thought of as banks but which nevertheless provide one or more of these broadly defined banking services. pension funds. investment banks. But bank is merely a trader in money but also an important manufacturer of money. Bank plays an important role in the economy of any country as they hold the saving of public. Provides a means of payment for the goods and services and provide necessary finance for the development of business and trade. These institutions include finance companies. and real estate investment trusts. invests. insurance companies. security brokers and dealers. bank may also be defined as a financial institution that links the flow of funds from savers to the users. or safeguards money for its customers.BANKS Introduction The word bank is originated from the German word Banck which means heap or mouth or joint stock fund. the Italian word Banco meaning heap of money was coined. collects. 16 . investment companies. This bank is an intermediary which handles other people money both for their advantage and to its own profit. For a common person it may be just a storehouse where he may store his money. Bank is an institution that deals in money and significantly makes some or all of its profits by making loans that do not have to be repaid until some future date.
who would find it inconvenient to carry or send through mail huge amounts of cash. These institutions include finance companies. It also provides cheque facility which acts as a cash which had made easier to make payments and purchase goods and services and therefore help both consumers and businesses. Banking means accepting for the purpose of lending or investment of deposit of money from the public. For centuries bank have borrowed and lend money to businesses. mortgage companies. insurance companies. The basic services a bank provides are Opening Accounts. security brokers and dealers. investment banks. investment companies. pension funds. which can be used to deposit money as it is not safe to keep huge amount of money in office or house. Banking is the business of providing financial services to consumers and businesses.DEFINITION OF BANK Bank is also defied as “one who is ordinary course of business honors the cheque drawn upon him by person from and for whom he receives money on current accounts. There are many other financial institutions that are not usually thought of as banks but which nevertheless provide one or more of these broadly defined banking services. repayable on demand or otherwise and withdrawals by 17 . In this way banks plays a very important role .” BANKING Banking is an ancient business with its history dating back to the 13th century when the first bill of exchange was used as money in medieval trade in Italy.There are various types of bank which offers such services. and real estate investment trusts. In the late 1200’s bards ad peruzzi families of Florence first formed bank. trade and to people. charging interest on deposits.
drafts other or otherwise.cheque. 2.These banks are privately owned. e) Urban Co-operative Banks. c) Regional Rural Banks mainly sponsored by Public Sector Banks. d) Land Development Banks. Private Sector Banks These are the banks which are not owned by the governments . g) Primary Land Development Banks h) State Land Development Banks 4. Public Sector Banks These are the banks which are controlled by Governments. 18 . b) Central Co-operative Banks. a) Old generation private banks b) New generation private banks. f) Primary Agricultural Development Banks. c) Foreign banks in India. d) Scheduled co-operative banks. Co-operative Banks The Co-operative banking sector has been developed in the country to the supplement village money lender. A banking company may be defined as “any company which transacts the business of banking. c) Primary Agriculture Credit Societies. a) State Co-operative Banks. a) State Bank of India and its associate banks called the State Bank Group b) 20 Nationalized Banks. Development Banks These banks help in the Infrastructure development of the economy. e) Non-scheduled banks.” Classification of Banks in India 1. 3.
g) National Housing Banks.a) Industrial finance corporation of India (IFCI) b) Industrial Development bank of India (IDBI) c) Industrial Credit and Investment Corporation of India. (SIDBI) e) National Bank for Agriculture and Rural Development. (NABARD) f) Export Import Bank of India. (ICICI) d) Small Industrial Development Bank of India. 19 .
drafts. fixed account. or otherwise that is bank issue and pay cheques. it is regarded as commercial institute. Commercial in Nature Since all banking functions are carried on with the aim of making profit. saving account. Nature of Agent Bank possesses the character of an agent because of various agency services it provides. Thus “creation of credit” is unique feature of banking. 20 . The deposits of different type – current account.SOME OF THE IMPORTANT FEATURES OF BANKING ARE AS FOLLOWS Dealing of Money The bank accepts money from the public and advances them as loans to the needy people. The deposits accepted on various terms and conditions. Deposits Must Be Withdrawals The deposits (other than the saving deposits) made by the public can be withdraw able by cheques. Dealing with Credit The banks are the institution that can create credit that is creation of additional money for lending.
In almost all countries of the world look interested in utilizing this sector of economy. The service sector plays a very important role in shaping the future of an economy The economy of the world is dominated by services. Its share has increase up to 40% in 1980s. which accounts for nearly twothird of the GDP and employment. tourism.INDUSTRY PROFILE SERVICE SECTOR Service sector in Indian economy have been rising. it is natural that the acceleration of growth of service sector result in a declaration in the growth of primary and secondary sectors. and growth. Application of new technology and deregulation of services are posing new challenges to service companies. Throughout the developed world service sector is becoming the primary source of wealth. trade. It accounted for 28% GDP in 1960-61 at constant prices. telecommunication as well as professional services need a new approach to address the challenge 21 . In today’s present world the service is growing at a phenomenal rate. insurance companies. Airlines. banks.
So let us understand what will be the future of retail banking after 25-30 years? What are the services you can expect from them? The scale of the global opportunities. Small banks are facing a cruel competition from the big players. Service Offerings: Banks will be a one-stop shop for all your personal finance needs. and the harsh performance discipline imposed by the capital markets will force all the banks either to specialize and become world class in their chosen field.IMPORTANT CHARACERISTICS OF BANKING INDUSTRY OR SECTOR Banking industry is going through a rapid transition phase all over the world. Plato said once "The unexamined life is not worth living". Nevertheless. Banks will try reducing the banking costs more but there will always be a high demand for face-to-face interaction from customer side . Banking Network: The number of ATMs will be very high and all the banks will be sharing the each other’s ATM network due to space problem and to reduce the cost of operation.indicates Mckinsey Quarterly Research. Presently. or exit. forced by the global competition. traditional banking costs the banks more than a Dollar per person. the complexity of the competitive field. There will be no small banks in national or regional level as they would either be taken over by the multi-national banks or they would exit from the business. ATM banking costs 27 Cents and Internet banking costs below 4 Cents approximately. Banks will be the one-stop shop for all your personal finance needs. banks will adopt the loyalty-based competitiveness to make you bank with them assuring highest level of customer satisfaction. You will get all insurance products and broking services to trade in the share market apart from all the possible banking services. Balancing customer needs in retail banking distribution will be a crucial factor for the success of the banks. Virtual banks in Internet are challenging the traditional banking system and global boundaries are being smashed day-after-day that gives birth to a small global village. Regulatory hassles will be too less 22 .
customers will be confused and then banks will try to create the ultimate loyalty program to make sure. The uncertainty creates fear and complexity creates confusion. generating business-to-consumer revenues of up to $100 billion. hundreds of millions of people worldwide will use mcommerce applications.and there is a high possibility that Investment banks. Loyalty Based Competition: The concept of Boston Consultancy Group’s ‘Time based competitiveness’ may face a challenge from the concept of ‘Loyalty based competitiveness’. The level of personalization will be too high and you will be offered services like day-to-day spending management. Therefore. All the banks in future will fight with uncertainty and complexity due to the rapid global changes. In other words. Wireless financial services. when all the banks start offering the highest level of customer satisfaction. BCG estimates that within few years. You can actually pre-program your yearly budget at a particular time and thus your mobile device will alert you if you exceed your day’s spending. as they will hold the individual’s money. Social Responsibility: Banks will take the role of social institutions and will act as social advisors. they will try to be the excellent customer oriented banks to serve you better to ensure their survival. Personal finance advisory services will be available in your mobile devise from time to time. Insurance companies and Retail Banks will integrate their operation in parts to serve the customers better. The quest for loyalty will re-shape the customer satisfaction and you will experience far better privilege than now-a-days with bundle of benefits at less cost. Banks will be the most powerful social institutions. you will stick to the bank for quite a long time. indicates Boston Consulting Group’s research. 23 . an important part of m-commerce will offer consumers a new level of convenience in an increasingly busy world with high-speed technology.
Mumbai.PROFILE OF TJSB BANK • • • • • • • • • • • • Professional Board and Pragmatic decision making Consistent profit and growth for last 34 Years Equilibrium in Growth and profits Strong Internal Reserves and CRAR at 20% Balanced Credit Portfolio & focus on Retail /SME Segment Strong Focus on Recovery and NPA Management First Co-op Bank to offer Banc assurance Product in association with Max New York Anywhere Any Branch Banking facility in all Branches 28 ATM’s installed in Branches at Thane. Pune and Nasik 24x 7 Cheque Issuance Machine at e-Lobby at Naupada Branch 24x 7 Cheque Depository machine at 16 branches Value Added services for Customers 24 .
Mulund (West). off. Mumbai . Apna Bazar.thanejanata.in http://www.400 080.co. 6 to 8 hrs 02225692554 02225690019 email@example.com 25 . Opp. J N Road.net.vsnl. Branch Maruti Ashish.TJSB BANK Bank Name: Facility: Address: Working Hrs: Phone: Fax: E-mail: Website: Thane Janata Sahakari Bank Ltd.
unflinching loyalties of clientele and devotion of staff has propelled the sound foundation of The Thane Janata Sahakari Bank Ltd (TJSB) and has emerged as one of the leading scheduled co-operative Bank in the country. TJSB is committed to provide banking with speed. the dynamism infused by the Board of Directors. absolute faith and their patronage has largely been responsible for its enviable growth. TJSB believes that "customer delight" is the ultimate goal and has a strong belief that Customers & all Stakeholders wholehearted support. Nasik & Pune. TJSB feels proud to acknowledge the growth of large number of successful industrialists. Mumbai. TJSB has set before a Visionary Growth Plan focusing all business strategies solely on creation of Stakeholders value. All these Branches have made remarkable progress on all Fronts in all these years. Navi Mumbai. traders and professionals who have grown leaps & bound due to timely Assistance and support of the bank.HISTORY With the modest beginning in 1972 in the co-operative field. comfort and convenience. TJSB presently is catering to the needs of society through a close network of 37 Branches and 5 Extension Counters spread all over the city of Thane. 26 .
These services fall into three major categories: Opening Accounts. banks encourage the flow of money to productive use and investments. Second. Commercial banks and thrifts offer various services to their customers. which is extremely timeconsuming and inefficient. savings would sit idle in someone's safe or pocket. cheque facility. and Cash Management Services. banks play a key role in the way goods and services are purchased. Opening Accounts Banks facilitated the opening of three major types of accounts: Saving Accounts Current Account Fixed Deposits Accounts 27 .TJSB Banking Services INITIAL BANKING SERVICES Banking services are extremely important in a free market economy such as that found in Canada and the United States. people would not be able to purchase cars or houses. by accepting money deposits from savers and then lending the money to borrowers. Without this flow. Without these familiar methods of payment. money would not be available to borrow. goods could only be exchanged by barter (trading one good for another). This in turn allows the economy to grow. and businesses would not be able to build the new factories the economy needs to produce more goods and grow. and credit cards). Loans. and it is extremely important to a free market economy. Banking services serve two primary purposes. First. Enabling the flow of money from savers to investors is called financial intermediation. by supplying customers with the basic mediums-of-exchange (cash.
These are primarily short-term working capital loans (loans to finance 28 . • Current Account: A current account is mostly used by the business people because they can safely deposit their money as keeping huge amount in the office is not safe. The customer can deposit or withdraw the money at any time and there are no restrictions on the times of removal of money. The bank also provides overdraft facility on this kind of account. Medium Term and Long Term Loans which can take any of the below form: Commercial / Industrial Loans Consumer loans. There are no restrictions on the number of time the deposits and withdrawal of money. but in case for issuing cheques book he needs to have a minimum balance in his saving account and in case of withdrawal form the customer should have a minimum balance of generally Rs. The customer can remove the money from the saving account by cheques or withdrawal form.• Saving Account is an account in which people can save the money fort short period of time. Mortgage loans. The interest earned on such accounts is maximum as compared to other accounts. The rate of interest is very low as compared to other types of accounts. This period is known as Maturity Period prior to which the money cannot be withdrawn. If the person wants to withdraw the money before the maturity period he will loose his interest for that particular year. • Commercial and Industrial loans are loans to businesses or industrial firms. 10 years).100 in case of Co-OP banks and 500 in case of nationalized banks. B) Loans Banks provide Short Term. As a businessman may be in a need of money at any time. • Fixed Deposits Accounts: In this account the funds are deposited for a particular fixed period of time (5years.
Unlike closed-end loans. Most closed-end loans are called installment loans because they must be repaid in equal monthly installments. 29 . to buy a car). which means that the interest rate can change over the course of the loan. Open-end loans require no collateral. o Closed-end credit loans are loans for a fixed amount of money. Credit cards are an example of open-end credit. There are two types of consumer loans: closed-end credit and open-end credit. Whether a bank will make a loan or not depends on the credit and loan history of the borrower. the rate does not vary over the term of the loan. the condition of the economy. Openend credit interest rates usually exceed closed-end rates because open-end loans are not backed by collateral. for a fixed period of time (usually not more than five years). the amount of capital the borrower has invested in the business. and for a fixed purpose (for example. the borrower's ability to make scheduled loan payments. o Open-end credit loans are loans for variable amounts of money up to a set limit. interest is charged. but interest rates or other penalties or fees may be chargedfor example. Most open-end loans carry fixed interest rates-that is. Most commercial banks offer a variable rate on these loans. if the consumer fails to make payments on an automobile. The item purchased by the consumer serves as collateral for the loan. • Consumer loans are loans for consumers to purchase goods or services. the bank can recoup the cost of its loan by taking ownership of the car. a fee is charged to the borrower. or if payment is late. and the value of the collateral the borrower pledges to give the bank if the loan payments are not made. For example.the purchase of material or labor) or transaction or longer-term loans (loans to purchase machines and equipment). open-end credit does not require a borrower to specify the purpose of the loan and the lender cannot foreclose on the loan. if credit card charges are not paid in full.
these include cheques cashing. To eliminate this delay and allow the business to earn interest on its money sooner. For consumers. and the business would then deposit the cheques in the bank. under normal circumstances a business would sell its product to a customer and send the customer a bill. commercial banks offer services to businesses whereby customers send cheques directly to the bank.• Mortgage loans or real estate loans are loans used to purchase land or buildings such as houses or factories. Another important business service performed by banks is a credit enhancement. foreign currency exchange. Cash Management and Other Services Although deposits and loans are the basic banking services provided by banks. electronic wire transfer through which consumers can transfer money and securities from one financial institution to another. Cash management services are designed to allow businesses to make efficient use of their cash. which often ranges from 15 to 30 years. These are typically long-term loans and the interest rate charged can be either a variable or a fixed rate for the term of the loan. The time between the date the business receives the cheques and deposits the cheques in the bank could be several days or a week. these institutions provide a wide variety of other services to customers. for 30 . Commercial banks back up the performance of businesses by promising to pay the debts of the business if the business itself cannot pay. This practice is referred to as "lock box" services because the payments are mailed to a secure post office box where they are picked up by bank couriers for immediate deposit. safety deposit boxes in which consumers can store valuables. commercial banks also provide specialized cash management and credit enhancement services. This service substitutes the credit of the bank for the credit of the business. The customer would then send a cheques to the business. not the business. This is valuable. For example. C). For businesses. The land and buildings purchased serve as the collateral for the loan. and credit life insurance which automatically pays off loans in the event of the borrower's death or disability.
example. reluctant to ship goods without knowing for certain that the importer will pay for them. Credit enhancements are frequently called standby letters of credit or commercial letters of credit. 31 . in international trade where the exporting firm is unfamiliar with the importing firm in another country and is. the exporter knows payment will be made and will ship the goods. By substituting the credit of a foreign bank known to the exporter's bank. therefore.
All the Customers of the bank irrespective of the Branch where the account is maintained will able to take the benefit of the facility.E-Lobby by which customers can avail the facility of issuance of Personalized Cheque Book 1.Financial Services On the Technology front. This has brought the Bank on par with the leading Banks. Internet. Customer has to just enter the Customer Id and secret pin issued to him and customer’s personalized Cheque book will be issued without any manual intervention. Automated Cheque Issuance Machine Bank has always put the thrust on providing value added services to the customers which will be operational on 24x7x365. Bank has state of art Data Center This has helped us to migrate the Branches from being the processing centers to marketing customer's centric outfits. As part of this process Bank has installed the Automated Cheques Issuance Machine at its e-lobby at Naupada Branch. Bank has implemented successfully the "Core Banking Solution" (CBS) developed by M/s Infrasoft Technologies Ltd. 2. which are operational 24 x 7. TJSB is the first Bank to install Cheque Book Making and Issuance Machine at Naupada . TJSB is the first Bank in Co-Operative sector to install Cheque Depository Machines at 15 branches. It will also extend the Bank's reach to its customers by multiple delivery channels such as ATM. The printed acknowledgement is given to the Customers by the Cheques depository machine for Cheques being deposited in the machine. and Mobile etc. 32 . Cheque Depository Machine Branches of the Bank are fully equipped with Cheques depository machines giving the convenience to the customers to deposit the cheques 24x7x365. Under single customer Id all the accounts maintained in the bank will be displayed for selection.
RTGS facilitate the funds transfer across the Banks and Branches.3. The unique feature of the system is unlike other clearing system in RTGS Funds can be transferred or received Just In Time i. with Real Time Gross Settlement System banks can route payments through on-line messages to RBIs RTGS payment gateway. 33 . SMS Banking SMS Banking services are available for the Customers of the bank to know the latest balances and last 3 transactions in their account using the SMS feature of the Mobile Phones.e. return of the cheques and host of other services. Instead of sending instructions for payments through cheques. E-Lobby At Naupada Branch Customer Delight being the motto the bank has implemented and focusing on creation of virtual service outlets operated through Customer Activated delivery channels. maturity of terms deposits. Apart from Customer pull operations Bank is also giving SMS alerts to the Customers for clearance of cheques. The e-Lobby of the Bank at Naupada is now equipped with 3 ATM’s.e. within 2 hours of instructions so given that to at cost less than drafts charges. Under RTGS system Inter Bank transactions and Customer Transactions has been enabled by the RBI Customer Transaction can be outward or inward remittances i. At present 95 Banks and 1435 Branches are under RTGS system. RTGS The Real Time Gross Settlement (RTGS) System aims to do what e-mail did for the post card. 5. Cheque Depository machines and 24x7 Automated Cheque Book Issuance machines. Funds can be transferred by or received by the Customer under RTGS system. 4.
Off-Site ATM launched at Khadke Building. The facility is made available throughout business timings. As per the directives fixed by Reserve Bank of India. The bank has a network of 28 ATM Centers. Current Account Current Accounts can be opened by Businessmen / Proprietorship / Partnership Firms / Public or Private Companies requiring doing multiple or numerous business transactions. Safe Deposit Lockers Thane Janata offers to the customers Safe Deposit Lockers at all the branches except Airoli in Navi Mumbai and Rabodi K Villa. Minimum Balance to be maintained is Rs. Thane Janata is the First Co-operative bank to set up "OFF-SITE" ATM's. Savings Account can be opened with Rs. Naupada.only.5 % p.a.1000/. 7. Opp. Eligible person/s and eligible organizations or agencies as approved can open Savings Account with the Bank. 9. Customer can deposit or withdraw the amount as many times required. 34 .in the account.2500/. Automated Teller Machines ATM facility is provided at all branches including extension counter.and minimum balance to be kept in the Account is Rs. 8. Thane West. Interest is paid half yearly on Savings Account at 3. Savings Deposit Account Savings Account at The Thane Janata Sahakari Bank comes with banquette of facilities & services at no extra charge to the Customers. Saraswati Secondary High School.6. Amount can be withdrawn from Savings Account by way of cheques or withdrawal slips.1000/.
Transaction 24x7 Cheque Issuance Machine facility for getting personalized cheques at Accounts operations in Current Accounts. Alerts any time Statement of Account at monthly intervals by e-mail • 24x 7 Cheque Deposit Facility with acknowledgement for cheques deposited Commercial & Other Loans Bank is actively lending to all sectors of the Industries \ Business and provide customized solutions for Small Business activities. Statement Details.OTHER FACILITIES PROVIDED BY TJSB BANK • • • • • ATM Card Facility with withdrawal Limit of Rs. 000/ for Proprietary Any Branch Banking Facility through out all Branches of the Bank for SMS banking facility for Balance Inquiry. etc. stockiest. pharmaceutical stores. Distributors. Transporters. • Working Capital Limits • Export Finance and Guarantee Limits.20. Purpose For establishment \ modernization \ up-gradation of Fixed Assets • Setting up Office. Renovation of the premises • Purchase of vehicles. consumer durables. etc. wholesalers. Bank also actively considers Working Capital Term Loans for execution of ad-hoc orders or Loans against mortgage of existing securities for specified purposes. • Eligibility Exiting running business activity and good track record 35 . Retailers having exclusive showrooms dealing in FMCG products. readymade garments.
28 percent last year Reduced from 5.48 percent from 34. FINANCIAL PERFORMANCE OF TJSB BANK Gross profit of TJSB Net profit of TJSB Deposit growth Share of low cost deposits Cost of deposits Rs 25.Foreign exchange business To deal with import-export credit needs of the customers.87 percent to 5.81 percent 36 .99 crore 14.30 percent over the previous year Grew to 37. the bank has made special arrangements with the nationalized / private and foreign banks.63 crore Rs 23.
CHAPTER 5 DATA ANALYSIS & INTERPRETATION 37 .
Awareness of ‘Banking Services’ Yes 82 No 18 18% Yes No 82% It shows that people are aware about the benefits of banking and how it is useful. From chart 6 it is seen that 82% of the people are aware of the concept of banking & 18% of the people do not know about banking. 38 .PROFILE OF SAMPLES Total 100 people were contacted and 50 were respondent.
Respondents Age Group 20-30 42 31-40 28 41-50 23 51 & above 7 Agewise Sample Design 23% 7% 20-30 31-40 41-50 28% 42% 51 & above 39 .
Occupation Wise 40 .Educational Qualification Illiterate - Up to 12th std 12 Under Graduate 11 Graduate 60 Post Graduate 17 Education wise Sample Design 17% 0% 12% 11% Illiterate Upto 12th std Under Graduate Graduate Post Graduate 60% From the above graph it is clear that the people contacted were literate enough to know and answer the questions properly.
Business 21 Service 62 Professional 15 Others 2 Occupation wise Sample Design 15% 2% 21% Business Service Professional Others 62% 41 .
24%. Only few of the customers were interested in fixed deposit a/c i. 42 .e.Involvement of Customers Which type of account you have in a bank? 25 25 20 15 10 5 0 Customers 13 Saving account 12 Current account Fixed account Interpretation: During the survey it was found out that the 50% of the customers are interested in saving a/c as it has a lucrative activity these days and 26% of the customers are interested in current a/c.
43 . 8 % customers prefer phone banking and 10% customers prefer SMS banking. 60% customers prefer ATM service and 8 % of customer can prefer internet banking service.Which type of services preferred by you the most? 30 30 25 20 15 10 5 0 Customers 4 4 5 2 5 ATM SERVICE INTERNET BANKING Phone BANKING SMS BANKING SAFE DEPOSIT LOCKERS CORE BANKING Interpretation: According to survey. 4% customers prefer Safe deposit lockers & 10% customers prefer core banking service.
rest 26% can availed personal & 12% for other product availed by customer. 44 . So. this because of this three are major chunk of retail product.Which retail banking product have you availed? Home Loans 13 9 7 6 16 14 12 10 8 6 4 2 0 15 Car Loans Education Loans Personal Loans others Customers Interpretation: In the above graph. it is indicated that 30% of customers prefer Home Loans and 18% of customer can availed car loan & 14% for educational loan.
How you were aware about TJSB product of them? 20 20 15 15 10 5 5 0 Customers 5 5 Television Newspaper and magazines Radio word of mouth billboards / hoardings Interpretation: 10% of customer can awareness the product through television & 40% can aware through newspaper and magazines & 10%can aware through radio. So this both can give more information about product to customer. Also 30% can aware through word of mouth & rest 10% through billboards / hoardings. 45 .
Also 20% of customer not satisfied with services & rest 30% cannot decide anything.Are you satisfied with TJSB services? 25 25 20 15 10 5 0 Customers 10 15 Yes No Cant say Interpretation: In this survey 50% of customer can satisfied with TJSB services because it provides core services. 46 .
Rating to the Factors Factors rated by the customers • • • • Better Service People want agents Better Claim Satisfaction’ Flexibility 20 20 18 16 14 12 10 8 6 4 2 0 15 10 Excellent very good good average poor 3 2 Customers 47 .
Can TJSB provide better facility than other bank? 30 30 25 20 15 10 5 0 Customers 10 10 Yes No Cant say Interpretation: In this survey 20% of customers are satisfied with TJSB’s services as compared to other bank’s services and 60% of customers are not satisfied with services of TJSB as compared to other bank’s services & rest 20% cannot decide anything. 48 .
CHAPTER 6 FINDINGS & ANALYSIS 49 .
Maximum people rated it 4 or 5 which shows how important this factor is. The questionnaire was filled by 50 respondents. OTHER IMPORTANT FINDINGS It was found that maximum number of customers is involved in services such as savings. fixed deposits. It was found that interest rates provided by the bank on various schemes should be increased. of TJSB bank. The information given by the respondents is right as per the knowledge.FINDINGS AND ANALYSIS Findings in the project are based on the questionnaire analysis. 50 . ‘Better Service’ is one of the factors which were highly rated by everyone.
This shows that people want flexibility in the services to some extent. People want a new range of services with a wide coverage of risk. This shows that till now no bank is able to satisfy their customers in every way. Suggestions given by the people All the people contacted were not satisfied with their some services. They wanted a banker which can satisfy them by providing better service by better after sales-service and better claim satisfaction. ‘Better Claim Satisfaction’ was the factors which were highly rated by maximum number of people. Maximum people rated it 4 or 5 which shows how important this factor is. 51 . It also got rating of 5 from some people. ‘Better Service’ is one of the factors which were highly rated by everyone.People’s Rating to the Factors From the survey done the following can be observed that. ‘Flexibility’ is factor which got average rating from the people. Many people rated it 3 or 4. It was found from the survey that people want agents which should give them full information about the bank and the services. This is the fact that every bank should try to understand and try to provide better and satisfactory service.
Due to the implementation of the financial sector reforms and policies for the country change in the banking industry is inevitable. This can be done through the customer’s satisfaction. They need to add more innovation services to their product. This changes and challenges are taking place in the present globalization scenario.SUGGETIONS “Change” is a continuous process and banking industry is no exception to this law which is natural. suggestions through the customers. with introduction of new schemes. compel certain modification to be made in the existing product line. 52 . As per today’s scenario. skill for operating in electronic environment and new internal audit skill in a business environment. • • • • • • • • • To bring change in product development strategy this means changes in the structure of bank product. Banking services need proper segmentation to deal with the different type of customers. The banker should establish the committee of customer service in each and every bank. As per the changing trends. The focus is on creating product and services that meet the needs of the target customer and are profitable for the bank as well. The banker must offer a multimentional product. Bank should adopt the internal marketing in order to make the customeroriented. Incorporating technological development as per the scenario.
Their should be attractive interest rates for both short term & long term fixed deposits 53 . The interest rate on fixed deposit should be increased to attract the customers. The study focused on the involvement of the customers in various services offered by Thane Janata Sahakari Bank at Thane. The study has been concluded that the bank should announce more innovation services to their product.CONCLUSION The study has been conducted on “study on banking services” of various services offered by Thane Janata Sahakari Bank at Thane.
CHAPTER 7 ANNEXURE 54 .
QUESTIONNAIRE Note :.( plz tick only one from multiple answers) Personal Information • Name : • Age : • Sex : Male [ ] female [ ] • Education : • Occupation : Business [ ] Professional [ ] Other (specify) • Average Income -service [ ] student [ ] Which type of account you have in a bank? Saving account a) Fixed deposit account b) Current account c) 2.Which type of services preferred by you the most? a) ATM service b) Internet banking c) Phone banking d) SMS banking e) Safe deposit lockers f) Core banking 55 .
.Are you satisfied with TJSB services? a) Yes b) No c) Can’t say Reason why.. f) 1........ 5.................. How you were aware about TJSB product of them? a) Television Radio Billboards/hoardings b) Newspapers & magazines c) d) Word of mouth e) Last ...................Which retail banking product you have availed? a) Housing loan b) Car loan c) Education loan d) Personal loan e) If other............. plz specify.....Rate your bank with respect to services they provide Excellent [ ] Very good [ ] Good [ ] Average [ ] Poor [ ] Can TJSB provide better facility than other bank? a) Yes b) No c) Can`t Say 56 ...................
............................................................................................................................................................ 57 ............................................................................................................................................................... Would you suggest any improvement? .................... ............................................................................................ .......................................................................... ..........................................................................Can you give any opinion to us? .................................................................................................................................................................. .......................
32 157.google.63 220.16 124.59 133. K.7 2951.81 4.63 23.47 1521.7 65. in Crores 40.40 41. 58 .43 1753.46% 20.73 1328.35 15% A 33328 31st March 2010 Rs.01 2039.13 308.33 8.20 1414.18 169.46 3324.12 1073.65 6.64% 0% 15.72 141.47 331.49 7.40 1599.57 281.17% 0.30 15% A 28975 31st March 2009 27.92 220.79 938.82 582.19 15% A 28204 www.08 24.05 1506.50 1343.87 52.73 1679.00 15% A 26424 31st March 2008 18.06% 0% 20.94 44.92 2231.50 902.52% 0% 17.08 4478.BIBLIOGRAPHY Books Service Sector Management – Vipuls Service Sector Management – Bhattacharya Marketing Management .67% 0% 14.00 15.28 152.22 133.48 178.Philip Kotler Research Methodology – J. Kothari WEBLIOGRAPHY • www.94 15% A 22965 12.68 2347.36% 0% 14.09 290.com :: Progress at a Glance ::: 31st 31st 31st 31st March March March March 2004 2005 2006 2007 9.co.99 15% A 24569 14.92 872.61 3853.67 6.17 1285.42 4.29 152.02 15.75 1093.93 331.50 25.thanejanata.63 268.60 268.13 542.69 2799.00 22.01 169.88 15% A 21409 10.96 27.87 2596.00 1177.47 24.80% 20.74 308.in Financial Highlights Share Capital Reserves Own Funds Working Capital Deposits Advances Business Mix Gross NPA Net NPA CRAR (%) Capital Funds Gross Profit Net Profit Dividend (Percent) Audit Class Membership No.02 71.02 3528.27 250.06 680.76 24.13% 0.29 8.
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