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INTRODUCTION

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INTRODUCTION
The modern concepts of marketing realized that measuring consumer needs or behavior was not enough.´ CONSUMER SATISFICATION´ should be the core and then the correct perception on which marketing policies of our organization should be built. ³Management must think of itself not as producing products but as providing customer creating value satisfaction.´ Customer satisfaction has a vital role in sustaining and improving hold on the market. Brief descriptions about the various measures that are needed to improve customer orientation have also been dealt with. Consider the fact todays customer face a plenitude of products in every category. Customer will be having high and raising expectation of quality and service. In the face of their vast choices, the customer will gravitate to the offering that the best meet their individual needs and expectation. They will buy one of the bases of their perception value. Therefore it is not surprising that today¶s winning companies are those succeed best in satisfying indeed delighting their target customer. They pay extreme attention to quality and service to meeting and even exceeding customer expectation. They complete vigorously and at the co-operated smartly with their strategy partners in their supply and distribution chain. They pursue efficiently and yet are responsible and flexible. Customer satisfaction is the outcome felt by buyers who have expectation. Customers are satisfied when their expectation are met and delighted when their expectations are exceeded. Satisfied customers remain loyal longer, buy more, and are less sensitive and talk favorable about the company. From this it is clear that the satisfied customer will be less sensitive towards the fluctuating price and offensive marketing typically cost more than defensive marketing, because it requires much effort and cost to induce satisfied customers to switch away from their current suppliers. We should also consider the fact that ³the cost of attracting a new customer may be five times the cost of keeping the current customer happy.´ Therefore the companies are intending in developing stronger bones and loyalty with their customers.

DEFINITION OF CUSTOMER SATISFACTION
Customer satisfaction refers to the extent to which customers are happy with the products and services provided by a business. Customer satisfaction levels can be measured using survey techniques and questionnaires

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DEFINITIONS:
Definition 1: Customer satisfaction is equivalent to making sure that product and service performance meets customer expectations.

Definition 2: Customer satisfaction is the perception of the customer that the outcome of a business transaction is equal to or greater than his/her expectation.

Definition 3: Customer satisfaction occurs when acquisition of products and/or services provides a minimum negative departure from expectations when compared with other acquisitions. Gaining high levels of customer satisfaction is very important to a business because satisfaction customers are most likely to be loyal and to make repeat orders and to use a wide range of services offered by a business There are many factors which lead in high levels of customer satisfaction including. Products and services which are customer focused and hence provide high levels of value for money. What is clear about customer satisfaction is that customers are most likely to appreciate the goods and services that they buy if they are made to feel special. This occurs when they feel that the products and services that they buy have been specially produced for them or for people like them.

BENEFITS OF CUSTOMER SATISFACTION
The importance of customer satisfaction and support is increasingly becoming a vital business issue as organization realize the benefits of Customer Relationship Management (CRM) for providing effective customer service. Professionals working within customer focused business or those running call centres or help desks, need to keep informed about the latest customer satisfaction techniques for running a valuable customer service function. From small customer service departments to large call centres, the importance of developing a valued relationship with customers using CRM is essential to support customer and long-term business growth.

What Do Customers Want?
Before we begin to create tools to measure the level of satisfaction, it is important to develop a clear understanding of what exactly the customer wants. We need to know what our customers expect from the products and services we provide. Customer expectations have two types ±
y

Expressed

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changes in customer¶s priorities.y Implied Expressed Customer Expectations are those requirements that are written down in the contract and agreed upon by both parties for example. advent of new technology. WHAT ARE THE TOOLS? Customer expectations can be identified using various methods such as: Periodic contract reviews Market research Telephonic interviews Personal visits Warranty records Informal discussions Satisfaction surveys 4 . accessibility and attitude. when he/she wants it. Implied Customer Expectations are not written or spoken but are the ones the customer would µexpect¶ the supplier to meet nevertheless. However failing short is certain to create dissatisfaction Major Attributes of customer satisfaction in banking industry Can be summarized as: Product quality Premium Outflow Return on Investment Services Responsiveness and ability to resolve complaints and reject reports. improved quality of service provided by competitors are just a few examples. Process improvements.3 WHAT CONSTITUTES SATISFACTION? We cannot create customer satisfaction just by meeting customer¶s requirements fully because these have to be met in any case. Customer satisfaction is customer¶s perception that a supplier has met or exceeded their expectations. The customer is always right. For example. 3. There are many reasons why customer expectations are likely to change overtime. Overall communication. a customer would expect the service representative who calls on him to be knowledgeable and competent to solve a problem on the spot. product specifications and delivery requirements. Supplier¶s performance against these requirements is most of the items directly measurable. Supplier¶s job is to provide the customer what he/she wants.

The purpose of the exercise is to identify priorities for improvements. How we can serve the customer better? A customer satisfaction measurement survey should at least Identify the following objectives: Importance to customers (Customers priorities) Customer¶s perception of supplier¶s performance Your performance relative to customer¶s priorities. Telephone or Post) Method of compiling data and analysing the findings Format of the report to present the findings There is no point in asking irrelevant questions on a customer satisfaction questionnaire. This includes: Defining Objectives of the Survey Design Survey approach Develop questionnaires and forms Administer Survey (Email.4 CUSTOMER SATISFACTION SURVEYS Formal survey has emerged as by far the best method of periodically the customer satisfaction. Yet they must provide accurate data should also be sufficiently reliable for management decision making. 3. We must develop a method or combination of methods that helps to continually improve service. Space should always be provided for the customers own opinions this enables them to state any additional requirements or report any shortcomings that are not covered by the objective questions. The basic purpose is to find out what we are doing right or wrong.Depending upon the customer base and available resources. Normally. where do we stand vis-à-vis other suppliers. The survey are not marketing tools but an information²gaining tool. This can be achieved by incorporating objective type questions where customer has to ³rate´ on scale of say 1 to 10. Where is the scope for improvement. we can choose a method that is most effective in measuring the customer¶s perceptions. This works like a reference point for the customer. For repeated surveys. we deal various personnel at various levels in the customer¶s 5 . Enough homework needs to be before embarking on the actual survey. Priorities for improvement Survey forms should be easy to fill out with minimum amount of time and efforts on customer¶s part. They should be designed to actively encourage the customer to complete the questions. you could provide the rating that was previously accorded by the customer.

This gives a better indication of relative importance of each parameter towards overall customer satisfaction and makes it easier for suppliers to prioritize their action plans by comparing the performance rating (scores) with importance rating (weighing).organization²the buyer. 1 to 10. surveying a number of respondents for each customer gives a complete perspective of customer satisfaction. Respondents must be provided a way to express the importance they attach to various survey parameters. Respondents should be asked to give a weighting factor. for each requirement. finance and purchase person etc. receiving inspector. 6 . It may be necessary to device a different questionnaire for each of them. again on a rating scale of say. user.

NEED FOR THE STUDY 7 .

8 .  To study to improve the current standards of services.  To study about the bank about their customized products and services. by identifying their critical factors.  To study the experience and expectations of the existing customers. according to the consumer¶s needed.  To study the scope of introducing new types of services.NEED FOR THE STUDY  To identify the satisfaction level of customer towards different types of service attributes.  To study about the business tactics followed to stand against the competitors.

STATEMENT OF THE PROBLEM 9 .

This study will help banks to Understand. In this background this study tries to analyze The customer satisfaction towards banking services in general and IOB In particular. organizes and interprets the Quality of service and product offered by banks. how a consumer selects.STATEMENT OF THE PROBLEM This Study will help us to understand the consumer¶s satisfaction about banking services and products. The market is more aware and realistic about investment and returns From financial products. 10 .

INDUSTRY PROFILE 11 .

Now it is simple as instant messaging or dials a pizza.etc.INTRODUCTION TO BANKING IN INDIA The banking section will navigate through all the aspects of the Banking System in India. 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. The last but not the least explains about the scheduled and unscheduled banks in India. though conservative. the past has been well explained under three different heads namely: · History of Banking in India · Nationalization of Banks in India · Scheduled Commercial Banks in India The first deals with the history part since the dawn of banking system in India. Indian banking system has reached even to the remote corners of the country. Money has become the order of the day. in the introduction part of the entire banking cosmos. The most striking is its extensive reach.From 1786 till today. Gone are days when the most efficient bank transferred money from one branch to other in two days. ABN AMRO. The description along with a list of scheduled commercial banks are given on this page HISTORY OF BANKING IN INDIA Without a sound and effective banking system in India it cannot have a healthy economy. Reserve Bank of India (RBI). Government¶s regular policy for Indian bank since 1969 has paid richdividends with the nationalization of 14 major private banks of India. has been well defined under three separate heads with one page dedicated to each bank. Today. For the past three decades India¶s banking system has several outstanding achievements to its credit. This has been elaborated in Nationalization Banks in India. This is one of the main reasons of India's growth process. The first bank in India. ICICI. It is no longer confined to only metropolitansor cosmopolitans in India. Not long ago. The banker of all banks. HSBC. It will discuss upon the matters with the birth of the banking concept in the country to new players adding their names in the industry in coming few years. They are as mentioned below: 12 . the journey of Indian Banking System can be segregated into three distinct phases. Section 42 (6) (a) of RBI Act 1934 lays down the condition of scheduled commercial banks. the Indian Banks Association (IBA) and top 20 banks like IDBI. Government took major step in the 1969 to put the banking sector into systems and it nationalized 14 private banks in the mentioned year. However. was established in 1786. The banking system of India should not only be hassle free but it should be able to meet new challenges posed by the technology and any other external and internal factors. In fact.

To streamline the functioning and activities of commercial banks. was set up in 1894 with headquarters at Lahore. the Government of India came up with The Banking Companies Act. Seven banks forming subsidiary of State Bank of India was nationalized in 1960 on 19th July. major process of nationalization was carried out. Between 1906 and 1913. In 1955. 23of 1965). 1949 which was later changed to Banking Regulation Act 1949 as per amending Act of 1965 (Act No. Reserve Bank of India came in 1935. Phase I The General Bank of India was set up in the year 1786. and Bank of Mysore were set up. Central Bank of India. The following are the steps taken by the Government of India to Regulate Banking Institutions in the Country: 13 . During those day¶s public has lesser confidence in the banks. · New phase of Indian Banking System with the advent of Indian Financial & Banking Sector Reforms after 1991. Next came Bank of Hindustan and Bengal Bank. Punjab National Bank Ltd. Abreast of it the savings bank facility provided by the Postal department was comparatively safer. Canara Bank. Phase II and Phase III. Bank of India. Phase II Government took major steps in this Indian Banking Sector Reform after independence. IN 1865 Allahabad Bank was established and first time exclusively by Indians. It formed State Bank of India to act as the principal agent of RBI and to handle banking transactions of the Union and State Governments all over the country. This step brought 80% of the banking segment in India under Government ownership. 1969.· Early phase from 1786 to 1969 of Indian Banks · Nationalization of Indian Banks and up to 1991 prior to Indian banking sector Reforms. There were approximately 1100 banks. Indian Bank. I prefix the scenario as Phase I. mostly Europeans shareholders. Second phase of nationalization Indian Banking Sector Reform was carried out in 1980 with seven more banks. As an aftermath deposit mobilization was slow. Mrs. 14 major commercial banks in the country were nationalized. it nationalized Imperial Bank of India with extensive banking facilities on a large scale especially in rural and semi-urban areas. Bank of Baroda. Indira Gandhi. Moreover. mostly small. These three banks were amalgamated in 1920 and Imperial Bank of India was established which started as private shareholders banks. funds were largely given to traders. The East India Company established Bank of Bengal (1809).During the first phase the growth was very slow and banks also experienced periodic failures between 1913 and 1948. To make this write-up more explanatory. Reserve Bank of India was vested with extensive powers for the supervision of banking in India as the Central Banking Authority. It was the effort of the then Prime Minister of India. Bank of Bombay (1840) and Bank of Madras (1843) as independent units and called it Presidency Banks.

· 1971: Creation of credit guarantee corporation. the capital account is not yet fully convertible. The financial system of India has shown a great deal of resilience. 1999.918 branches. It is sheltered from any crisis triggered by any external macroeconomics shock as other East Asian Countries suffered. the foreign reserves are high. foreign banks (45). After the nationalization of banks. Efforts are being put to give a satisfactory service to customers. · 1955: Nationalization of State Bank of India. The entire system became more convenient and swift. · 1980: Nationalization of seven banks with deposits over 200 corers. Phase III This phase has introduced many more products and facilities in the banking sector in its reforms measure. As on 30th June. and banks and their customers have limited foreign exchange exposure. In 1991. there were 300 scheduled banks in India having a total network of 64. · 1961: Insurance cover extended to deposits. This is all due to a flexible exchange rate regime. The country is flooded with foreign banks and their ATM stations. Phone banking and net banking is introduced. · 1969: Nationalization of 14 major banks. nationalized banks (19). The scheduled commercial banks in India comprise of State bank of India and its associates (8). SCHEDULED COMMERCIAL BANKS IN INDIA The commercial banking structure in India consists of: · Scheduled Commercial Banks in India · Unscheduled Banks in India Scheduled Banks in India constitute those banks which have been included in the Second Schedule of Reserve Bank of India (RBI) Act. co-operative banks and 14 .000%. a committee was set up by his name which worked for the liberalization of banking practices. under the chairmanship of M Narasimha. private sector banks (32).· 1949: Enactment of Banking Regulation Act. Time is given more importance than money. 1934. RBI in turn includes only those banks in this schedule which satisfy the criteria laid down vide section 42 (6) (a) of the Act. · 1959: Nationalization of SBI subsidiaries. · 1975: Creation of regional rural banks. the branches of the public sector bank India rose to approximately 800% in deposits and advances took a huge jump by 11.Banking in the sunshine of Government ownership gave the public implicit faith and immense confidence about the sustainability of these institutions.

but does not include a cooperative bank´. 1980 (40 of1980). a subsidiary bank as defined in the State Bank of India (Subsidiary Banks) Act. a corresponding new bank constituted under section 3 of the Banking Companies (Acquisition and Transfer of Undertakings) Act.regional rural banks. ³Scheduled banks in India" means the State Bank of India constituted under the State Bank of India Act. 1970 (5 of 1970). ³on-scheduled bank in India" means a banking company as defined in clause (c) of section 5 of the Banking Regulation Act.1959 (38 of 1959). or any other bank being a bank included in the Second Schedule to the Reserve Bank of India Act. which is not a scheduled bank". or under section 3 of the Banking Companies (Acquisition and Transfer of Undertakings) Act. The following are the Scheduled Banks in India (Public Sector): · State Bank of India · State Bank of Bikaner and Jaipur · State Bank of Hyderabad · State Bank of Indore · State Bank of Mysore · State Bank of Saurashtra · State Bank of Travancore · Andhra Bank · Allahabad Bank · Bank of Baroda · Bank of India · Bank of Maharashtra · Canara Bank · Central Bank of India · Corporation Bank · Dena Bank · Indian Overseas Bank · Indian Bank · Oriental Bank of Commerce · Punjab National Bank · Punjab and Sind Bank · Syndicate Bank · Union Bank of India · United Bank of India 15 . 1934 (2 of 1934). 1955 (23 of 1955). 1949 (10 of1949).

The Indian banking industry is passing through a phase of customers market. With stiff competition and advancement of technology. · Dresdner Bank AG. The customers have more choices in choosing their banks.· UCO Bank · Vijaya Bank The following are the Scheduled Banks in India ( Private Sector): · ING Vysya Bank Ltd · Axis Bank Ltd · Indus Bank Ltd · ICICI Bank Ltd · South Indian Bank · HDFC Bank Ltd · Centurion Bank Ltd · Bank of Punjab Ltd · IDBI Bank Ltd The following are the Scheduled Foreign Banks in India: · American Express Bank Ltd.G. the services provided by banks have become more easy and convenient. · Banquc Nationals de Paris · Barclays Bank Plc. A competition has been established within the banks operating in India. · Hong Kong and Shanghai Banking Corporation · Standard Chartered Bank. 16 . · Deutsche Bank A. BANKING SERVICES IN INDIA With years. · The Chase Manhattan Bank Ltd.C. The past days are witness to an hour wait before withdrawing cash from accounts or a Cheque from north of the country being cleared in one month in the south. banks are also adding services to their customers. · ANZ Grid lays Bank Plc. · Bank of America NT & SA · Bank of Tokyo Ltd. · Citi Bank N.

which can be used more than once to borrow money or buy products and services on credit. the major banks in the public and private sector has facilitatedtheir customer to open bank account online.With the advancement of technology. BANK ACCOUNT The most common and first service of the banking sector. retail stores and other businesses issue these.Bank Current Account can be opened by individuals / partnership firms / Private and Public Limited Companies / HUFs / Specified Associates / Societies / Trusts. The bank accounts are as follows: · Bank Savings Account . etc.Thissection of banking deals with the latest discovery in the banking instruments along with the polished version of their old systems. A number of banks in India are encouraging people to use credit card. The following loans are given by almost all the banks in the country: · Personal Loan · Car Loan or Auto Loan · Loan against Shares · Home Loan 17 . Credit cards are financial instruments. Credit card however became more popular with use of magnetic strip in 1970. Bank account online is registered through a PC with an internet connection.Bank Term Deposits Account can be opened by individuals / partnership firms / Private and Public Limited Companies / HUFs/ Specified Associates / Societies /Trusts. · Bank Term Deposits Account . LOANS Banks in India with the way of development have become easy to apply in loan market. The advent of bank account online has saved both the cost of operation for banks as well as the time taken in opening an account.Credit card in India became popular with the introduction of foreign banks in the country. etc. PLASTIC MONEY Credit cards in India are gaining ground. · Bank Account Online . The concept of credit card was used in 1950 with the launch of charge cards in USA by Diners Club and American Express. Basically banks.Bank Savings Account can be opened for eligible person / persons and certain organizations / agencies (as advised by Reserve Bank of India (RBI) from time to time) · Bank Current Account . There are different types of bank account in Indian banking sector.

The educational loan. FUTURE OF BANKING IN INDIA A healthy banking system is essential for any economy striving to achieve good growth and yet remain stable in an increasingly global business environment. Almost all banks are dealing in home loan. rather to be termed as student loan. from US$213 bn. It has been only a couple of years that banks have jumped into themoney transfer businesses in India. It has also 18 . More number of townships is coming up to meet the demand of 'house for all'. ICICI. This activity is termed as remittance business.e. This act of banks is known as transfer of money. Money Orders or other such instruments for transferring the money. and increased participation of private sector banks. SBI. Almost all the banks have jumped into the market of car loan which is also sometimes termed as auto loan. Banks generally issue Demand Drafts. HDFC. The Indian banking system has witnessed a series of reforms in the past. AgainSBI. Students with certain academic brilliance.Home loan is the latest craze in the banking sector with the development of the infrastructure.000 depending upon the profile of person applying for the loan.1% average growth rate through2009. The international money transfer market grew 9. Now people are moving to township outside the city. one can get a sanctioned loan amount between Rs25. 00. Loan against shares is very easy to get because liquid guarantee is involved in it.· Education Loan or Student Loan In Personal Loan. This is atype of Telegraphic Transfer or Tele Cash Orders. MONEY TRANSFER Beside lending and depositing money. in 2004. Banker's Cheque. to US$233bn.3% from 2003 to 2004 i. banks also carry money from one corner of the globe to another. It is one of the fast moving financial products of banks. HSBC are some of the leading banks which deals in Personal Loan. Car loan / auto loan are sanctioned to the extent of85% upon the ex-showroom price of the car with some simple paperwork¶s and a small amount of processing fee. HDFC. ICICI. dilution of government stake in PSBs. Economists say that the market of money transfer will further grow at a cumulative 12. studying at recognized colleges/universities in India and abroad are generally given education loan / student loan so as to meet the expenses on tuition fee/ maintenance cost/books and other equipment. 000 to 10. The RBI has also liberalized the interest rates of home loan in order to match the repayment capability of even middle class people. is a goodbanking product for the mass. like deregulation of interest rates. HSBC are leading.

The financial sector now operates in a more competitive environment than before and intermediates relatively large volume of international financial flows. RISK MANAGEMENT 19 .undergone rapid changes. the Reserve Bank of India (RBI) took steps to reform the Indian banking system at a measured pace so that growth could be achieved without exposure to any macro environment and systemic risks. Technology will prove to be the differentiator in the short-term but the dynamic environment will soon lead to its saturation and what will ultimately bethe key to success will be a better relationship management. reflecting a number of underlying developments. based on these past and current movements in the market. I see a growing trend towards the importance of relationship managers. banking will (and to a great extent already has) become a process of choice and convenience. The success (or failure) of any bank would depend not only on tapping the untapped customer base (from other departments of the same bank. the customers (you and I) stand only to benefit more to say the least. and others too adopting single-PIN. Since 1991. India has witness to a sea change in the way banking is done in the past more than two decades. At the same time. Hence. Geography will no longer be an inhibitor. Some of these initiatives were deregulation of interest rates. asset classification. This paper aims to foresee major future banking trends. the biggest challenge before the regulators is of avoiding instability in the financial system. This is already becoming reality with new-age banks such as YES Bank. Inthe wake of greater financial deregulation and global financialintegration. OVERVIEW If one were to say that the future of banking in India is bright. Technology has made tremendous impact in banking. Given the competitive market. it would be a gross understatement. emergence of a multitude of complex financial instruments is foreseen in the near future (the trend is visible in the current scenario too) which is bound to confuse the customer more than ever unless she spends hours (maybe days) to understand the same. and provisioning. dilution of the government stake in public sector banks (PSBs). µAnywhere banking¶ and µAnytime banking¶ have become a reality. This trend has created new competitive threats as well as new opportunities. The future of banking would be in terms of integration. With the growing competition and convergence of services. guidelines being issued for risk management. customers of related similar institutions or those of the competitors) but also on the effectiveness in retaining the existing base.

The effectivemanagement of credit risk is a critical component of comprehensive risk management essential for long-term success of a banking institution. Only those banks that have efficient risk managementsystem will survive in the market in the long run. the post-Basel II era will belong to the Banks that manage their risks effectively. capital is not a substitute for inadequate decontrol or risk management systems. With the focus on regulation and risk management in the Basel Framework gaining prominence. Coming years will witness banks striving to create sound internal control or risk management processes. adequate provisioning and maintaining a robust financial structure.The future of banking will undoubtedly rest on risk managementdynamics. The banks with proper risk management systems would not only gain competitive advantage by way of lower regulatory capital charge. but would also add value to the shareholders and other stakeholders by properly pricing their services. Although capital serves the purpose of meeting unexpected losses. 20 .

BANK PROFILE BANK PROFILE 21 .

Govt. Tele-communication department etc. It had a branch in Penang also.. gold coins etc. These include: y NABARD's award 2000-2001 for creating maximum number of credit links of Self Help Groups in comparison to all the other Banks in Tamil Nadu y Best Award under the category of Banking Technology in the year 2001 BRANCH PROFILE (IOB ±CATHEDRAL) Cathedral is also one of the important branches in Chennai. IOB started spreading its wings in foreign destinations like Colombo and Seoul. All type of loans is provided here.Established on 10th February 1937 by Mr. Cathedral branch is CBS type. MTC. Indian Overseas Bank (IOB) had the twin aims of attaining specialization in overseas banking as well as foreign exchange business. leader in banking. In Indian overseas bank working hours is from 9:30AM to 4:30PM.23 corer IOB received the status of nationalized bank in the year 1969 along with other 13 major banks. Port trust. During the time when India became an independent nation.64 corer and Advances was Rs. in its journey. it had 195 branches. railway¶s. Hospitals. M. HEAD OFFICE. Totally 32 staff working for that the branch. it has won many awards and accolades too. this service is offering from 35years ago. In cathedral branch has more than 28000 account is there and also issuing pension like Chennai co-operation. Locker. Ct. Foreign exchange dealing is done here. WORKING HOURS. are the facilities given here. the Deposits of the bank was Rs.6. Besides. Gradually between the periods 1969 and 1992. 22 . At that point of time. IOB started its business in three branches at the same time. M. Netherlands in the month of September 1999 for its Computer Policy and Planning Department. By this time. erstwhile Burma. The branches were located at Karaikudi and Chennai in India and Rangoon in Myanmar. Indian Overseas Bank was running 38 branches in India and 7 overseas branches. IOB has always been talked about for its excellent presence and services. At the time of inauguration. IOB was the first bank to receive ISO 9001 Certification from Det Norske Verities (DNV). insurance and industry areas. DD. BC.3. PWD. Chidambaram Chettyar.

1947: IOB opened a branch in Bangkok and re-opened others. y y y y y y y Indian overseas bank Chennai Indian overseas bank Rangoon Indian overseas bank Singapore Indian overseas bank Burma Indian overseas bank Malaysia Indian overseas bank Srilanka Indian overseas bank Sumatra In the year 2000 I. Chennai ± 600002 INDIAN OVERSEAS BANK.O.The head office of the Indian overseas bank is located at mount road near spencer plaza ADDRESS. 1948: United Commercial Bank (see below) opened a branch in Malaya. y y y y y 1946: IOB opened a branch in Ceylon. Indian Overseas Bank Penang. y 1941: IOB opened a branch in Malaya that presumably closed almost immediately because of the war. IOB International expansion y 1937-38: As mentioned above. and Indian Overseas Bank Singapore. IOB is a one of the major bank based in Chennai with over 1400 domestic branch & 6 branches in Abroad. 1963: The Burmese government nationalized IOB's branch in Rangoon. share in the bank down to 75%.B engaged India in IPO which brought the Govt. 23 . IOB was international from its inception with branches Indian Overseas Bank Rangoon. 763 Anna salai. The bank was established in 1937 to encourage overseas banking for foreign exchange operation. The bank started simultaneously with 3 branches there are. No. 1949: IOB opened a branch in Bangkok.

Bank of Rajasthan (16%). The Baharat Overseas Bank is the only private bank that the Reserve Bank of India has permitted to have a branch outside India. Vysya Bank (14. a Malaysian bank. FUNCTIONS OF INDIAN OVERSEAS BANK 24 . Bank from operating in the county.66%). Also.O.O.O.66%)  Federal bank (19. The ownership was. Also I. acquired United Asian Bank (UAB). which prohibited foreign government banks from operating in the country.) The banks set up United Asian to comply with the Banking Law in Malaysia.A.  Karnataka bank (8. which the reserve bank of India has permitted to have a branch out side India.67%). Bharath overseas banks as Chennai based private bank to take over I. In 1999 BCB merged with Bank Bumiputra Malaysia to form Bumiputra-Commerce Bank Berhad.  In 1977 I. The bharath overseas bank is the only private bank. Bharat Overseas serves the Indian ethnic community in Thailand.  Bharath overseas bank the Indian ethic community in Thailand. Karur Vysya Bank (10%). The bank has being set up united Asian company with banking law in Malaysia. The ownership was: Indian Overseas Bank (30%).B opened a branch in Seoul.B Bangkok branch. and united commercial bank limited has been operated since 1948.  1991 bank of commerce (BCB) a Malaysian bank (U. y y 1977: IOB opened a branch in Seoul. South Indian Bank (10%) and Karnataka Bank (8. Indian Bank and United Commercial Bank established United Asian Bank Berhad. Indian overseas bank has being operated in Malaysia since 1941.y 1973: IOB.B and other six bank Indian private bank etc.B) in 1999 BCB merged with bank Brahmaputra Malaysia.67%).  Indian overseas bank (30%)  Bank of Rajasthan (18%)  Vysya bank (14. 1991: Bank of Commerce (BCB). (Indian Bank had been operating in Malaysia since 1941 and United Commercial Bank Limited had been operating there since 1948. Federal Bank (19.67%). which prohibited foreign Govt. IOB and six Indian private banks established Bharat Overseas Bank as a Chennai-based private bank to take over IOB's Bangkok branch.67)  South Indian bank (10%).

for having loans. railway receipts. dies. promissory notes. municipality.  It grants & issue letter of credit travelers Cheque & circular notes. scripts & other securities weather transferable or negotiable. certificates.  It lends money to the needy people. BOARD OF DIRECTORS STRENGTH OF THE BOARD: 25 . coupons. jewels loans & for the customer durable goods. draft.  It deals in the bill of exchange. and bill of lending.  It acts as agent for remittance of money on behalf of government. warrants. Its accept deposits from the public. Insurance Corporation & other. local board.  Bank issue Cheque.

10.A. Rural Finance and Risk Management. While at Bank of India. all of which were constituted by Reserve Bank of India. He was also on the Indian Banks¶ Association¶s Committee for drawing Road Map for implementation of Basel II. With an overall exposure in Banking.Sc (Hons) CAIIB Part I Appointed on: 04. As General Manager International Banking. he was also nominee director for STCI. and Working Group for revision of ALM. Brief Particulars of each of the directors are placed below: 1. Risk Management. He has headed the Bank of India¶s Chennai Zone as Zonal Manager. of Bank of India.2010 (Date of Superannuation) AT BANK OF INDIA: Shri S A Bhat joined Bank of India as a Probationary Officer in 1972 and was with them till 1 st February 2006. Committee on Credit Advisory System for Exporters. Shri Bhat has made many contributions to the Banking Industry. as a member of several committees. He was with that Bank¶s New York Office for four years as Vice President and Comptroller. IL & FS and Indo Zambia Bank.10. Credit. he was responsible for the implementation of Risk Management techniques and Basel II norms.06. 26 . he started as an officer and Branch Manager of rural and semi urban branches. He was Chief Dealer at Mumbai Overseas Branch.1950 Qualification: B. In Bank Of India. He was on the Technical Advisory Committee. he was in charge of the entire International operations of Bank of India. He had a twoyear stint at Bank of India¶s London Branch. AT UCO BANK AS EXECUTIVE DIRECTOR Shri Bhat was appointed by the GOI as Executive Director of UCO Bank on 2nd February 2006 and held that position till his present assignment as CMD of Indian Overseas Bank. Bhat.Presently. Steering Group for Basel II. his strengths lie in International Banking. Chairman and Managing Director DOB: 20.2007 Term ends on: 31. Shri S. there are 10 Directors on the Board of the Bank. Later as General Manager.

2. Madan Executive Director DOB : 24. CAIIB Appointed on: 16.12. Smt.Sc.Nupur Mitra Executive Director DOB: 08. Chandigarh.2012 (Date of Superannuation) AT BANK OF INDIA Smt.1952 Qualifications: B. managed by Canara Bank. 27 . Delhi and had a posting at Overseas Exchange Company in Doha.L.Nupur Mitra started her career with Bank of India in Lucknow as Direct Recruit Officer in the year 1975.2008 Term ends on: 31.12. Shri Y.. Mumbai. she served the Bank of India in various capacities at the branches and its Zonal Offices. Her overseas tenure in London and thereafter as Chief Executive of Europe operations was the most satisfying part of her career in terms of business and contribution.Sc.2. He had one year stint as Faculty in Canara Bank Training Centre. She moved over to head London Branch on overseas assignment in mid 2001.2010 (Date of Superannuation) AT CANARA BANK Shri Y L Madan joined Canara Bank in 1973 as Officer trainee and has 35 years of experience.. He was the General Manager from October 2003 in Canara Bank before his appointment in IOB as its Executive Director. Bihar.08. Haryana.1950 Qualification : M. He served mostly in northern areas of Punjab.12.2009 Term ends on: 31. MBA. LLB Appointed on: 07. Quatar.08. During her service spanning over 34 years.05.

Retail Banking (Deposit & Advances). CAIIB Nominated by GOI on: 27. She has also held senior assignments in RBI¶s Regional Offices in Delhi and Bangalore. 4.02. Department of Financial Services.2008 and will continue until further orders Dr Vinita Kumar. New Delhi. Smt. Nupur Mitra was the General Manager of Bank of India before her appointment in IOB as its Executive Director. 3. back in the Motherland.After an exemplary overseas stint.Sc.06. she headed the Mumbai and Chandigarh Zones of the Bank. Chitra Chandramouliswaran RBI Nominee Director DOB : 26. She has published books on the following topics. Economic Growth and Rural Poverty ±The Indian Experience (1960-1995) Learning to Share : Experience and Reflections on Participatory Rural Appraisal and Community participation.1944 Qualification: M.1954 Qualifications : MA (Economics) Ph. Banking Operations & Development and Foreign Exchange (Exchange Control) Departments and RBI¶s Central Office in Mumbai. Public Relations. As General Manager at the Corporate Office she was in charge of Credit. 28 .07. D. Indian Economic Service (1977) Nominated by GOI on: 10. Vinita Kumar Government Nominee Director DOB : 25. etc. Dr.12. Card Products. Smt. She retired as Chief General Manager of Reserve Bank of India in 2004. Ministry of Finance. Smt Chitra Chandramouliswaran joined RBI in 1967 and has worked Industrial Export and Credit Department. is presently the Economic Adviser.2007 and will continue until further orders. Depository Services. SME...

Guntur started in the year 1994.04. State Bank of India and Andhra Bank. Rao Associates.1950 Qualification: SSLC Nominated by GOI on: 20. Shri N Sridaran joined the Bank on 02. A.1972 and is having more than 36 years of banking experience in IOB. he joined M/s The Andhra Sugars Limited of Andhra Pradesh in the Senior Management and served for 7 years.12.02. Sridaran Workmen Employee Director DOB: 10. He is presently a Senior Partner in M/s B. Shri N.2008 Term ends on: 28.She has been nominated by GOI as RBI nominee on the Board of the Bank with effect from 27. Chartered Accountants. Appa Rao Part-Time Non-Official Director DOB: 06. Shri Appa Rao.06.2007. 7.Com. Nominated by GOI on: 29.08. He is presently a Special Cadre Assistant attached to Cathedral Branch of the Bank.2010 and thereafter until his successor is duly nominated or till he ceases to be a workmen employee of IOB or until further orders. Shri Sooraj Khatri Part-Time Non-Official Director ± Second Time 29 .V. He was also Statutory Auditor for the Divisions of United Insurance company Limited appointed by Comptroller and Auditor General of India. Shri B.2011 A qualified Chartered Accountant in 1980.1950 Qualifications: B.C.04. immediately joined Andhra Bank as Officer and served for 6 years. F. whichever is earlier. Leaving Andhra Bank.2007 Term ends on: 19.05. He was Concurrent Auditor for various branches of Andhra Bank and Union Bank of India at Guntur. 6. During these 14 years of service he was Statutory Branch auditor for Union Bank of India. 5.08. V.

Dip. LL.11.B.) Ph.2008 Term ends on: 07. LL.12.05.1955 Qualifications: B. He is also a journalist. Shri A Vellayan 30 . In Labour Law Nominated by GOI on: 26.1943 Qualification: B. Bangalore and a visiting Professor of about 13 universities in India and abroad. is a Professor of Economics in the Indian Institute of Management.10. Com.12. 9.10. 8. Dr.K.. Shareholder Director DOB: 29.08.1946 Qualification: MA (Econ.. Numbers of his articles on various topics of varied interest have been published in Indian and Foreign journals. Shri A. D Elected by Shareholders other than GOI on: 25. Editor and Publisher.2008 Term ends on: 07. B. CAIIB Elected by Shareholders other than GOI on: 25.2011 Shri A K Bhargava is a retired General Manager of Punjab National Bank.2012 or until further orders.11. He has edited many books. Bhargava Shareholder Director DOB: 10.2011 Dr Chiranjib Sen. Chiranjib Sen. He is a professional Banker with 40 years of experience.. 10. He is at present a Management and Financial Consultant..09.009 Term ends on: 25. Whichever is earlier? Shri Sooraj Khatri is practicing legal profession as an Advocate in Rajasthan High Court.DOB: 06.Sc.

31 . EID Parry (India) Limited and Coromandel Fertilizers Limited and is also on the Board of several reputed Public Limited companies. He is the Vice Chairman and Director ± Strategy of the Murugappa Group.12.2008 Term ends on: 07.Shareholder Director DOB: 09.Com. He is the Vice President for Southern Indian Chamber of Commerce & Industry and a member of the Executive Committee of FICCI.2011 Shri A Vellayan. hailing from Chennai. Shri Vellayan is the non-executive Chairman of two Public Limited Companies viz. MBA Elected by Shareholders other than GOI on: 08. Shri Vellayan has been elected by the shareholders (other than the Central Government) to represent their interest in the Board.01.1953 Qualification: B. Delhi.12. a business conglomerate headquartered in Chennai. aged 56 years. Birmingham. is a Management graduate from the University Of Warwick Business School in UK and a diploma holder in Industrial Administration from the University of Aston. UK.

Coupled with Convenience of networked branches/ ATMs and facility of E-channels like Internet and Mobile 32 .PRODUCTS & SERVICES PRODUCTS & SERVICES IOB Bank offers wide variety of Deposit Products to suit your requirements.

IOB Bank brings banking at your doorstep.Banking.500/-. while depositing money in a fixed. DEPOSITS:           Saving Bank Deposits No Frills SB Accounts Current Account Fixed Deposit Reinvestment Deposit Recurring Deposit Account Annuity Deposit Plan Multiple Investment Scheme Cumulative Benefit Deposit Multiple Deposit Account SAVING DEPOSIT In this type of deposit the depositor can deposit & withdraw whenever he is in need of money. The customer received a deposit receipt which is usually market ³NOT NEGOTIABLE´ the deposit is repayable on demand & after the maturity period. RECURRING DEPOSITS 33 . FIXED DEPOSIT Fixed deposit can be accepted for 30 days to 37 months and at various interest rates. Select any of our deposit Products and provide your details online and our representative will contact you for Account Opening. The depositor can also have Cheque book facility by maintain a balance of Rs. in the account any person can deposit on behalf of the account holder can withdraw the amount.

the minimum loan is 5 times the gross salary or 90% if the cost so the article whichever is less. GRANTINTY LOAN¶S AND ADVANCE Lending is one of the primary functions of co. electronic goods metals and wooden furniture etc. self-employed not over 55 years of age is eligible for personal loan to buy consumer durable such as electric. 15 lakhs maximum period is restricted to 3 years. some of the method of lending are. In case of monthly installments exceeding Rs. Medium And Large Enterprises PERSONAL LOANS Individual in employment. Interest payable every quarterly or monthly. SPECIAL FIXED DEPOSITS Deposits accepted for 6 months to 10 years. Interest compounded quarterly and at the time of maturity in case of deposits Rs.           Personal Loan Car Loan Commercial Vehicle Loan Corporate Loans Housing Loan Home Improvement Loan Educational Loan NRI Home Loans Agricultural Loans Finance For Small. Monthly interest is payable @ discount rate.25000 a maximum period is restricted to 3 years. RE-INVESTMENT DEPOSITS Deposits accepted for 6 months to 10 years. professional. The amount saved and interest compounded at quarterly intervals paid at the time of maturity.Deposits received for 6 months to a maximum of 10 years as monthly fixed installment. 34 .operative bank.

top up on existing loans. profession.PUSHPAKHA (CAR LOAN) Car finance for purchase of new as well as used car and two wheelers 90% of a cost of new car and two wheeler and 75% cost of old car two wheeler or financed against hypothecation of vehicles. balance transfer on high cost loans. Extend product.5 lakhs repayable in 120 EMI with a holiday of months. trade.5 lakhs study in abroad. 50 lakhs repayable in 20 years for purchase construction of new/old house flats in the case of fixed rate opinion the maximum repayment period is 10 years. LIQUIRENT Loan schemes for owners of building let out to banks. Repayments of 60 EMI for new car and 36 EMI for old car COMMERCIAL LOAN Range of services on existing loans & extended products like funding of new vehicles. working capital loans & other banking products. Loan up to Rs. 7. SUBHA GRUHA Home loans scheme for residents¶ individual up to Rs. VIDYA JOTHI EDUCATION LOAN SCHEME Loans schemes and student education in abroad loan amount Rs. HOME IMPROVEMENT SCHEMES Loans schemes for repairing / renovation/up gradation of existing houses to individuals in service. refinance on used vehicles. FARM EQUIPMENT LOANS 35 . corporate¶s MNCs finance is provided against future rent visible.

The Hassle Free way to Travel the world. Euro. Issuedin duplicate. IOB BANK PURE GOLD 36 . Quarterly and Halfyearly repayment patterns to choose from. Looking for security and convenience.Preferred financier for almost all leading tractor manufacturers in the country. Flexible repayment options in tandem with the farmer's seasonal liquidity. Prepaid cards are available on a VISA platform thus providing accessibility to over one lakh merchant establishments & cash withdrawal from all VISAS. take IOB Bank Travel Card. PRE PAID CARDS IOB Bank brings to you a complete bouquet of pre-paid cards providing payment solutions at your fingertips. Comfortable repayment tenures from 1 year to 9 year CREDIT CARDS IOB Bank Credit Cards give you the facility of cash. Monthly. global emergency assistance service. disbursements. anywhere in the world. IOB Bank pre-paid cards are a safe & Convenient way for associate payments. gifting & small ticket transactions.000 Merchants in India and 13 million merchants worldwide. Pound Sterling or Swiss Francs. The IOB Bank Debit Card can be used for shopping at more than 100. Offers the Pin based security. Discounts. around the world. Traveling with US Dollar. DEBIT CARDS The IOB Bank Debit Card is a revolutionary form of cash that allows customers to access their bank account around the clock. TRAVEL CARD Presenting IOB Bank Travel Card. Insurance benefits. utility payments. Has the convenience of usage of Credit or Debit card. travel discounts and much more. These benefits range from life time free cards. convenience and a range of benefits.

as per international standards. 50. Foreign exchange plays an important role in international trade. In fact. by taking care of the two key components Reliability and Convenience. branches should obtain rat3s form dealings rooms at FEDCO (FOREIGN EXCHANGE DEVELOPMENT CENTRAL OFFICE) Th. IOB Bank with its `Pure Gold' offer attempts to bridge the gap between the need of the customers for buying gold and availability of an organized avenue to satisfy that need.Gold has been traditionally the most favored form of investment for Indians. travellers Cheque. Reliability 24 Carat IOB Bank Pure Gold is imported from Switzerland. bit payable in Indian currency´. 8. gold is available in 2. Currently. signifying highest level of purity.100gms. and instruments drawn aboard but payable in Indian currency. and instruments payable in foreign currency. Thus. 20.or above. India. credits and balances payable in any foreign currency. letters of credit or mills of exchange. as the case maybe.. 000/. However. the Gold market remains largely unorganized with reliability and convenience remaining the key issues for gold buyers in the country. expressed or drawn in Indian currency but payable in any foreign currency. If the 37 . balances kept abroad. Mumbai. This Gold carries a 99. These banks maintain stocks of foreign currencies in the form of balances with banks abroad. letters of credit or bills of exchange drawn by banks. (iii) Drafts.99% Assay Certification. intuitions or persons outside India. (ii) Drafts. IOB Bank Pure Gold is competitively priced based on daily prices in the international bullion market. 4. foreign exchange includes foreign currency. FOREIGN EXCHANGE DEALINGS The foreign exchange management act. ³Foreign exchange means foreign REPORTING OF FOREIGN EXCHANGE TRANSWACTIONS BY BRANCHES: MONETARY LIMT: ANY SALE OR PURCHASE OF FOREIGN EXCHANGE WHERE REPEE VALUE IS RS.1999 defines: currency and includes--(I) (II) Deposits.50. The conversion of currencies is done by banks who deal in foreign exchange.B. travelers Cheque. Foreign exchange is the mechanism by which the currency of one country gets converted into the currency of another country. even today is amongst the highest customers of Gold in the world.

000/. If the branches purchase/sell foreign exchange (either as one or multiple) whose value at the time of purchase/sale will be below Rs. branch should report through exchange position memo immediately.000/-. for other than imports 38 .transactions are put through at the rates given by FEDCO/Tr.000/.Mumbai.000/-.50.B.50.000/-.B. B. Care should be taken not to omit any transaction form reporting In case of u since bill discounted.50. If the branches purchase more than one sale at a time.e. but during the day the aggregate purchase or sale exceed Rs. The exchange position memo may be sent by teem or details conveyed over phone according to the convenience of branch. the same should be reported by branch immediately by telex/fax. whose aggregate value is rs. the branches should contact dealing room at FEDCO/TR. . EXPORT NON-EXPORTS IMPORTS NO-IMPORTS Export bills Purchased discounted negotiated Purchase of instruments Other than for export Sales transaction for all import whether under LC or not under LC Sale for issuances of DD / TT/TC etc. Similarly the sale transactions are classified under the heads non-import The items are to be include these heads are as below.Mumbai for rates and repor6t the same by telex/fax even though the individual item may be below Rs. even if the rupee amount of bill is less than Rs.. Branches should not apply card rates but apply card rates but apply rates obtained from dealing room.50..50. CHASSIFICATION OF SALE/PURCHASE TRANSACTIONS FOR REPORTING PURPOSES The purchase transactions are classified under the heads exports and non-exports.000/-. Mumbai for rates irrespective of the amount of bill. i.and above then also branches should contact dealings room at FEDCO/Th. Mumbai by teem/fax at the card rate if the aggregate purchase or sale is below rs.by applying the card rate. then at the end of the day branches should report the aggregate of such purchases/sales dealing room at FEDCO/Tr.50..

EEFC/RFC/FCA deposits to rupees Sales of foreign exchange for direct imports Sales for require and realize and purchased / discounted negotiated export bills or unrealized purchased instruments[ CLEARN] Realization of Cheque / DD is sent on collection returning to exports Purchase of any inwards remittance / advance remittance towards exports Payments of Conversion of PCFC. WCTL. Realization instruments on collection other than of exports Sales of foreign exchange for import bill which are received directly by the imported Conversion of NRE rupee to FCNR/RFC deposits etc. FCL. amount to rupees ---------------- All cross currency sales where the sales leg is not per training to imports Any other purchase transaction which is non-export in nature ---------------- Any other sales other than imports All cross currency ------------- ---------------- 39 . OBR realizations Inwards remittance like other than exports The sales transaction representing advance remittance to imports to India National sales for transfer of Overdue exports bill purchased / discounted/ AAORB[Advance against overdue export bills receivable overseas exporters for negotiated to Purchase of Cheque / DD is received by exported towards export proceed Conversion of FCNR [B..Realization of export bill sent and collection.

There also offering loans to small scale industry. self-employed person & transport operators.exports bills by debit of NRE a/c transaction where the corresponding purchase leg does not certain to exports OTHER LOANS The bank providing personal loans for purchasing television. NRI ACCOUNTS y y y y y y y y y y Non-Resident Ordinary (NRO) Resident Foreign Currency Account (RFC) Foreign Currency Non-Resident Accounts (Banks) NRI home loan scheme NRI remittances Remittances procedures Tracking cell Forward cover IOB NRI shield IOB Expo Gold Card Corporate Banking y y y Micro Small and Medium Enterprises (MSME) IT & BPO Cash management services -IOB STARS Rural y IOB's commitment for social causes 40 . refrigerator other house hold article.

y y y Agricultural short time loans Financial inclusion Agri business consultancy OTHER SERVICES AND PRODUCTS:        VISA International Credit Cards VISA Debit Card IOB Fine Gold Real Time Gross Settlement (RGTS) Forex Collection Services Agriculture and Business Consultancy Service Investment options like Mutual Funds and Shares SECONDARY FUNCTION OF THE BANK  Secondary function refers to the various axillary service rendered by the bank  Safety locker  Clearing of bills  Axillary service  Overdraft of weavers  Financial analysis for PDS  Issue of DD  Refinance for product loan  Issue of BC IOB CREDIT CARD     Weiver of annual / entry fee ( life time) International card affiliated to VISA Roll over facilities with repayment of 10 % of the outstanding amount Lowest interest @ 24% (analyzed) for the roll over credit 41 .

Lowest service charges @ 2. INSURANCE LINKED RETAIL PRODUCTS  IOB jeevan  Health care plans  Vidya suraksha  Vidya jothi with suraksha  Liability insurance for retail loans. purchase. Enhanced insurance coverage such as personal. accident. Add on car facilities to the family members. Payment for fee to foreign institution Reward point are redeemed and credited to the account.  NRI shield MUTUAL FUND DISTRIBUTIONS  Franklin Templeton limited  Tata mutual funds  ITC mutual funds  Sundram BWP Paribas funds  Principle IOB AMC (I) limited  Kotak mutual funds  Standard charted mutual funds  ICICI prudential mutual funds  UTI mutual funds GOVERNMENT BUSINESS y y y E-Payment of direct taxes E-Payment of indirect taxes Pension payment scheme 42 . baggage. protection. Facilities to draw cash at over 15000 ATMs in India and over 8.       Free credit card period up to 50 days from the date of purchase.7 lakhs ATMs worldwide. etc.25% on the cash payment.

annual. 21 Rs. 30) Rs. 21 Rs. (Min Rs. 28 Rs. 14 Rs. 2. free for ATM cards No frill account. 4.41 per 1000 (Min Rs. 3. 2712) NON.76 per 1000 (Min Rs.10lakh Above 10 lakh 43 . 4068) Above 1 lakh.y y y y Sales tax collections Provident Fund Scheme 1968 8 percent savings taxable bond scheme Senior citizen scheme 2004 SERVICE AVAILABILITIES AT FREE OF CHARGES y y y CBS transaction Insurance.04 per 1000. revenue. 45) Rs.CUSTOMERS Rs. 2. 41 Rs. no minimum balance changes and additional deduction of names in deposits y y y y y y y y Verification in nomination Closure of A/c ± SB /CDCC Charges in operation of CDCC Duplicate deposit receipt No due certificate Cancelation of DD / BC Balance enquire by using ATM cards Inward remittance through NEFT/ RTGS DEMAND DRAFT CURRENT CHARGE IN IOB AMOUNT RANGE Up to 1000 Above 1000-5000 Above 5000-10000 Above 10000-1 lakh FOR CUSTOMERS Rs. 2712) Rs.41 per 1000 (Min Rs.06 per 1000 (Min Rs. 4068) Rs. 4.76 per 1000 (Min Rs. 2. 32 Rs.

30) Rs. 7 Rs. 1.05 per 1000. 2. 1058) Rs. 2. 31 Rs. 1632) NON. 20 Rs.07 per 1000 (Min Rs.BANKERS CHEQUE CURRENT CHARGES IN IOB AMOUNT RANGE Up to 1000 Above 1000-5000 Above 5000-10000 Above 10000-1 lakh FOR CUSTOMERS Rs.07 per 1000 (Min Rs.06 per 1000 (Min Rs.38 per 1000 (Min Rs. 45) Rs. 2448) Above 1 lakh. 41 Rs. 1. 28 Rs. 3. 1020) Rs.10lakh Above 10 lakh 44 . 2.CUSTOMERS Rs.38 per 1000 (Min Rs. (Min Rs. 11 Rs.

STATEMENT OF THE OBJECTIVES 45 .

 To access the degree of satisfaction of the customers 46 .  To find out the differences among perceived service and expected service. SECONDARY OBJECTIVES  To evaluate the awareness level of the customer on the product and services. analyze and evaluate the customer satisfaction level towards the different services rendered by the bank and to identifying the critical success factors.OBJECTIVE OF THE STUDY PRIMARY OBJECTIVE To study.  To evaluate the process efficiency in customer query and requirement handling  To understand consumer¶s preferences.

REVIEW OF LITERATURE 47 .

Chairman and Managing Director of Indian Overseas Bank said. The Technical/Functional Quality Framework is also a widely accepted model on service quality.IOB NRI Shield. Winsor. Chris. However. state that In the Seroquel Scale is the principal instrument in the services marketing literature for assessing quality. On the occasion of the launch. NRIs during their visit to India find Insurance a pre-requisite to meet their contingencies arising out of ailments. trade finance and a wide range of remittance facilities to India 3. According to ³Lassar.1. According to ³PR Newswire´ LONDON. Robert´ December 5 2000. our association with UAE Exchange Centre. 2. The Bank's power of performance has stemmed from customer-centric business ethos. 48 ." added Narayanasami. All IOB bank account holders who desire to participate in this insurance scheme can avail the facility at UAE Exchange outlets . Misys Midas Plus. Relating to the private banking industry. deliver new levels of customer satisfaction and improve operational performance while enabling market leading international standards in accounting and regulatory compliance & controls. Indian Overseas Bank was the first India based bank to commence operations in Singapore more than 60 years ago and provides a comprehensive range of banking services. specializing in retail banking. relentless IT initiatives and policy focus. October 9. "IOB which is a 69 years old bank has adapted successfully to the emerging trends by introducing new products and services in financial sector. baggage loss and other perils like fire etc. According to ³Anne-Birte Stensgaard´ Senior News Editor. Mr. June 20-2006 states that the new insurance product is an arrangement between the United India Insurance Company Limited and the IOB that provides Insurance cover for NRIs under the scheme . up to a maximum of 180 days a year. Walfried M. Indian Overseas Bank in Singapore has selected integrated core banking solution. The scheme covers NRIs during their stay in India. accidents. T S Narayanasami.an extensive network in the UAE . the Technical/Functional Quality Framework was found to be more suited to predicting customer satisfaction. UAE dates back to more than 25 years. Manolis..to pay their premium amounts." "Though we have association with many exchange companies in Gulf area. the ability of either to predict customer satisfaction has not been looked into. to introduce new products and client services to support business expansion. This scheme will meet all the Insurance requirements of the NRIs and covers varied risks anticipated during their stay in India.

in partnership with the American Society for Quality (ASQ) and the international consulting firm. According to ³Robert W. In general.2005state that the banking industry had a better than average score for customer satisfaction over the past year. low satisfaction has the opposite effect.3. Yongki.4. which tracks trends in customer satisfaction and provides benchmarking insights of the consumer economy. More emphasis on responsiveness is expected to be placed on people-based services than on equipment and facility based services. A model to enable marketing managers to evaluate customers' perceptions of service quality is also discussed. ACSI says their scores are a leading indicator of future consumer buying. Armstrong. 5. Lee. ACSI is a uniform and independent measure of household consumption experience. 7. so the banking industry is doing slightly better than the average of all consumer goods and services. Tan Boon Seng´ September 2 2005 state that Extends the current understanding of customer satisfaction at the business-to-business level in 49 . Samart´ October 19 ±1996 Statethat the influence of outcome quality on customers' perceptions of overall service quality are studied. Dongkeun ³March 24 ± 2002 State that the Performance as perceived by customers rather than the difference between that perception and the customer's prior expectations explains more the variation in service quality. Established in 1994. The score for how well the banking industry is doing overall (75. "High satisfaction scores make it easier for banks to increase their relationships with their customers and sell them more products and services." according to ACSI. According to ³Powpaka. which stands at 74. The ACSI is produced by the Business School at the University of Michigan. Haksik. According to ³Lee. according to the latest report by American Customer Satisfaction Index (ACSI). According to ³CBA REPORT´ June 12 . representing all companies and industries measured by the ACSI. CFI Group. 6. Outcome quality is also most important in services with search and experience outcome quality attributes. this translates into a prediction of changes in revenues. unchanged from last year). It is the customer's satisfaction that leads to perceived quality of service rather than the reverse. Yoo. compares to the overall Level of satisfaction in the US economy. Results show that outcome quality has a strong influence on customers' overall service quality assessment.

Relationship marketing was found to have both a direct and an indirect impact (through disconfirmation) on corporate-customer satisfaction. perceived quality. chairman. the disconfirmation paradigm is still the predominant paradigm influencing the customer satisfaction process. 50 ." said Richard Davis.S.U. The essence of the research highlighted the importance of relational constructs. U. in impacting customer satisfaction at the business-to-business level in the Singapore banking industry.S. but expressed some caution in their evaluation of new and improved services. in addition to the disconfirmation paradigm. and the criteria used to evaluate these services are highlighted.S.S.S. customer expectations. Bank exceeded reported industry averages in the important categories of loyalty. Bank scored 77 in overall ACSI customer satisfaction. Bank customers are increasingly loyal and satisfied. and acceptance of the current levels of banking fees. Douglas T. president and chief executive officer of U. Relationship marketing and guanxi are significant in our comprehensive model of corporate-customer satisfaction.According to³ U. perceived value and customer loyalty. Bank¶s services to be of high quality and value according to the American Customer Satisfaction Index (ACSI) research conducted in the fourth quarter of 2009. Bank´ June 2 -2008 State that the MINNEAPOLIS . At the business-to-business level in the Asian context.the Asian banking industry. Guanxi was found to exert an indirect impact on satisfaction as opposed to the initial hypothesized direct impact on satisfaction. compared to the next highest reported score of 73 and the industry average of 75. Bank surpassed industry averages and topped the four largest banks in the country in customer satisfaction. It is revealed that respondents had high levels of satisfaction with regard to the location and accessibility of branches and ATMs. 9. U. According to ³Luis Moutinho. The main thrust of the paper is an attempt to conceptualize a comprehensive model of satisfaction at the business-to-business level incorporating guanxi (Chinese business relationships). 8.S.S. relationship marketing and the disconfirmation paradigm. ³We¶ve experienced a flight to quality for many months. and they consider U. The non-metric multidimensional scaling technique enabled respondents' perceptions to be represented spatially. Brownie´ November 24 2008 State that the nature and direction of the satisfactions that are delivered to customers of bank services are explored. and now these results are evidence of our success.(Business Wire) U. quality and value by seven or more points.

According to´ D. This vital information will help us to build satisfaction amongst the customers and customer loyalty in the long run which is an integral part of any business. The customer's requirements must be translated and quantified into measurable targets. customers are taking notice. which they considered influenced the adoption of electronic banking. As now the fifth largest commercial bank in the United States with the fourth largest branch network.´ ACSI independently surveys customers of the largest companies in consumer goods and services industries.M. According to ³M. We are focused on customer loyalty with a number of new programs aimed at moving us from very good to great. 11. We can recognize where we need to make changes to create improvements and determine if these changes. some differences 51 .Lord William Thomson Kelvin (1824-1907).2008(page4) State that The working of the customer's mind is a mystery which is difficult to solve and understanding the nuances of what customer satisfaction is. and deciding upon the attributes that need to be concentrated on in order to improve customer satisfaction. Results based on the analysis of data relating to 300 respondents indicate that while there is no significant differences between the age and educational qualifications of the electronic and conventional banking users. SadiqSohail and Balachandran Shanmugham´ march 23 -2003 State that the paper examines the current trends in the e-commerce revolution that has set in motion in the Malaysian banking sector and reports on an empirical research that was carried out in Malaysia to study the customers¶ preference for electronic banking and the factors. ³Our company has been a source of strength and stability and as these scores demonstrate.S. we are very pleased with our results. "If you cannot measure it. U.Bancorp. after implemented. Mahaptra´ The business line April 11 . At U. Bank has engaged ACSI to survey its retail customers over the last several years and continues to improve its scores. and we know that this positive momentum is just the beginning. Bank. they find high quality service and value." . This exercise in the context of the banking industry will give us an insight into the parameters of customer satisfaction and their measurement.S. our customers are very loyal. a challenging task. 10. you cannot improve it. have led to increased customer satisfaction. and perhaps most importantly. This provides an easy way to monitor improvements.

awareness of e-banking. The difference in number of factors as compared to the generic instrument was attributed to the unique nature of Internet banking web sites. Service quality resembles an attitude in many ways. and then empirically tested and validated in the context of Internet banking specifically. all its banks strove to rely on customer relationship management (CRM) to enhance customer value (CV). Wen-Chun Tseng.2004State that the Measuring user satisfaction with information systems has attracted widespread research attention. Yen´ Tokyo March 9 ± 2008State that the Soon after becoming a WTO member. Ease of Use. Taiwan found the internationalization and liberalization in the financial industry ushered its domestic banks into a new era. a 21-item. given it is often used as an indicator of success. Ing San´-Tokyo December 1. and Information Content and Innovation. These and other findings are discussed in the paper. The focus of attention with such applications is customer satisfaction. 14. and customers¶ reluctance to change are the factors that significantly affected the usage of e-banking in Malaysia. 7-factor instrument developed to measure customer satisfaction with web sites that market generic digital products and services was modified slightly. Ming Chang. In this research. being a judgment usually made within a customer evoked set. typically from home or office. where interaction can take place through a web site. Transactions and Payment.exists on other demographic variables. A 19-item. The Internet has allowed applications to be extended to customers of an organization. Yu-Chung Hung. Security. Hwan. Limitations of the study are highlighted and further research directions are suggested. According to ³Lee. 13. A series of examinations revealed that (1) both functional 52 . and service quality is distinct from customer satisfaction. Service quality is perceived quality. and their implications examined. According to ³Stellenbosch´ London March 12 . According to ³Nan-Hong Lin. the factors being Customer Support. The paper discusses on the implications of these. 5factor validated instrument emerged. In response to this global trend. Analysis further reveals that accessibility of Internet. Traditional financial ratios are not appropriate for measuring the economic benefits of service quality improvement. David C. 12. This study aims to probe further into the connection between CV and CRM. and different from objective or actual quality. 2005 State that the This study examines whether there are economic benefits to be gained from improving service quality in the Taiwanese banking industry.

In the Indian banking sector. customer satisfaction. A questionnaire elicited information on socio±demographic variables along with human.and three-factor theories of customer satisfaction. human aspects are more important than technical and tangible aspects of service quality that influence customer satisfaction and promote and enhance customer loyalty. the evidence from 5000 customers of a prominent Italian bank confirms a non-linear and asymmetric relationship between attribute performances and overall customer satisfaction. According to ³Pratap K. 15. Indeed. Increase in service quality of the banks can satisfy and retain customers. General trends and implications for banking services are reported. Human aspects of service quality were found to influence customer satisfaction more than the technical and tangible aspects. According to ³Alessandro Arbore and Bruno Busacca´ June 28 -2008 State that The paper presents the results of an extensive study on the determinants of customer satisfaction for a retail bank. it should not be assumed that the numerical results presented in the paper apply to contexts with substantially different underlying characteristics. 53 . technical and tangible aspects of service quality of the bank branches increase customer satisfaction. While this approach can be applied across different industries. and loyalty. (2) customer satisfaction positively and directly affects customer loyalty. such as Kano's framework. Results suggest that better human. and (4) the positive and significant relationship between CV and customer behavior can be developed through mediators such as customer satisfaction and customer loyalty. Consequently.and social value impact customer behavior directly and positively. (3) a positive and direct relationship exists between customer loyalty and customer behavior. Mohapatra´ January 19 -2009 State that The article examines whether service quality of Indian commercial banks increases customer satisfaction that fosters customer loyalty. and tangible aspects of service quality. products. In doing so. The need for a revised methodology is prompted by the insights of the two. Data were collected from 350 valued customers of scheduled commercial bank branches in Orissa (India). banks should offer their customers different services. it uses a revised version of the traditional analyses based on derived measures of attribute importance. 16. Customer satisfaction furthers customer loyalty. and marketing channels to meet their diversified needs to cultivate a win-win environment of CRM for both parties. technical.J. The results from both a traditional and our revised approach are compared.

In this paper. This study is based on five overall dimensions of customer satisfaction with services provided by ICICI. Standard scale of SERVQUAL developed by Parasuraman et al. More recently. with clear indications from the government to 'perform or perish'. the customer is the focus and customer service is the differentiating factors (2). The banking industry in India has undergone sea change since post-independence. With the current change in the functional orientation of banks. banks are increasingly interested in retaining existing customers and targeting new customers. 54 . has been used to conduct the survey.17. The main driver of this change is changing customer needs and expectations. the purpose of banking is redefined. Performance of a bank may be evaluated with regard to a set of satisfaction parameters that indicate the strengths and weaknesses of an organization. Banking is a customer oriented services industry. This change in customer attitude has gone hand in hand with the development of ATMs. phone and net banking along with availability of service right at the customer's doorstep. it is proposed that quality of service is an indicator of customer satisfaction. therefore. The five dimensions used to measure service quality are tangibility. liberalization. economic uncertainties. new technologies. This study gives useful insights to boost customer satisfaction towards ICICI. responsiveness. According to ³Megha TriveditheEconomics times´ December 7 2009 (Page 7) State that the Customer satisfaction has become a major source of concern in retail banking business. According to ³RajKumar the Hindu´ Aug 7 ± 2008 State that The banking industry like many other financial service industries is facing a rapidly changing market. Measuring service quality involves objective feedback about existing customers of ICICI bank with respect to their expectations and services offered. Customers in urban India no longer want to wait in long queues and spend hours in banking transactions. assurance and empathy. The prime mover for banks today is profit. With exceptional progress in the establishment of banks in India. reliability. 18. Banks have also started realizing that business depends on client service and the satisfaction of the customer (4) and this is compelling them to improve customer service and build up relationship with customers. the opening up of the economy in the 90s and the government's decision to privatize banks by reduction in state ownership culminated in the banking reforms based on the recommendations of Narasimha Committee (3). fierce competition and more demanding customers and the changing climate has presented an unprecedented set of challenges (1).

55 . The most important results are focused on the determination of the critical service dimensions and the segmentation to customer clusters with distinctive preferences and expectations. banks aim to provide all banking product and service offering less than one roof and their endeavor is to be customer centric (5). With the emergence of economic reforms in world in general and in India in particular. meaningful and objective feedback about clients¶ preferences and expectations. According to G. 19. company¶s performance may be evaluated in relation to a set of satisfaction dimensions that indicate the strong and the weak points of a business organization.With the emergence of universal banking. In this way. Measuring customer satisfaction offers an immediate. The implemented methodology is based on the principles of multicriteria analysis and preference disaggregation modeling. Mihelis6 Feb 2009 Commercial Bank of Greece states that Customer satisfaction represents a modern approach for quality in enterprises and organizations and serves the development of a truly customer-focused management and culture. private banks have come up in a big way with prime emphasis on technical and customer focused issues. This paper presents an original customer satisfaction survey in the private bank sector.

RESEARCH METHODOLOGY 56 .

or events.1. where. customers. what. and. SAMPLE SIZE Sample size denotes the number of elements selected for the study. does not explain why an event has occurred or why the variables interact the way they do. Example includes informal pools of friendsand neighbors or people responding to a newspaper¶s invitation for readers to state their position on some public issue. descriptive investigations have a broad appeal to the administrator and policy analyst for planning. The researcher attempts to describe or define a subject. however. 4. or they may involve relating the interaction of two or more variables. monitoring. Such studies may involve the collection of data and the creation of a distribution of the number of times the researcher observes a single Event or characteristic (the research variable). sometimes. and suppliers already have significant data to conduct descriptive studies using internal information.REASERCH METHODOLOGY 4.2. often by creating a profile of group of problems. This descriptive study is popular in business research because of its versatility across disciplines. people. Organizations that maintain databases of their employees. and adequacy. when. For the present study. All the 100 respondents were the customers of IOB in cathedral Branch 57 . efficiency.2 SAMPLING Convenience sampling method is used for the survey of this project. and evaluating. thus the name convenience. how.In this method Researcher have the freedom to choose whomever they find. A descriptive study. This is the least reliable design but normally the cheapest and easiest to conduct . 4. not-for-profit and government organizations. In this context. Yet many firms that have such data files do not mine them regularly for the decision-making insight they might provide. cost. 100 respondents were selected at random.1 RESEARCH DESIGN: A descriptive study tries to discover answers to the questions who. In for-profit. how questions address issues such as quantity. It is a non-probability sample. Descriptive studies may or may not have the potential for drawing powerful inferences. effectiveness.

4. The respondent answers in his own words and at any length they choose. OPEN ENDED QUESTION This refers to a question that has no fixed alternatives to which the answer must confirm. CLOSED ENDED QUESTION It contains those questions in which the respondent is given a limited number of alternatives responses from which he/she is to select the one that most closely matches his attitude. Multiplechoice questions can be used when an issue has more than two aspects. 4. which provides several set of alternatives. A convenience sampling technique was used to collect data fromthe respondents. which offers the respondent a choice between only 2 alternatives and reduces the issues to its simplest terms. information is collected only from a representative part of the universe and the conclusions are drawn on that basis for the entire universe. In sampling technique. Multi-choice questions A multiple-choice question refers to one. The fixed alternative questions may be taken in the form of  Dichotomous questions  Multi-choice questions Dichotomous questions It refers to one. 58 .4 QUESTIONNARIE DESIGN: The questionnaire consists of 2 types of questions.3 SAMPLING METHOD A sample is a representative part of the population. i) ii) open ended Closed ended.

The success of the questionnaire method in collecting the information depends largely on proper drafting. 4. METHOD OF DATA COLLECTION To know the response. So. y January: focusing on the study of company as whole and identifying the problems and framing the title. the 3 months are divided according to the following manner in order to be an effective project. y March: Research has been done by the researcher such as. suggestions and finally to the conclusion about the topic. It facilitates smooth sailing of various research operations to make the research as effective as possible.6. Questionnaires were distributed to respondents and they were askedto answer the questions given in the questionnaire. after the correction fair copy was prepared and submitted. From the interpretation the researcher list out certain findings. analysis the data. and relevant strategies can be developed based on the information gathered through research. suggestion. It has been designed as a primary research instrument. collecting information as well as details raring industry and also framing objectives. It is a conceptual structure with inwhich research is conducted. conclusion and rough copy submission for correction.4. 4.6. y February: framing of questionnaire for data collection. the researcher used questionnaire method.1 TYPES OF DATA Every decision poses unique needs for information.5 PERIOD OF THE STUDY According to the University of Madras Terms project is from the period of 1st January to March 31st. The questionnaires were used as an instrumentation technique. tabulated. 59 . coding and analysis was done for each question¶s response to reach into findings. information collected through questionnaire for data collection and interpretation. and interpreted. because it is an important method of data collection. The structured questionnaire will reduce both interviewers and interpreters bias. So in the present study questions were arranged and interconnected logically. Further. Research is the systematic objective and exhaustive search for and study of facts relevant to the problem Research design means the framework of study that leads to thecollection and analysis of data.

Secondary data areusually in the shape of finished products. Percentage= No. they are collected for particular purpose.7TOOLS USED FOR ANALYSIS OF DATA 1.square analysis 4.7.2WEIGHTED SCORE METHOD In weighted score method the weights are obtained by multiplying the rating given with the frequency. intranet and internet (websites). 4. was generated from magazines. which have already been collected by someother persons for their purpose and published.1SIMPLE PERCENTAGE ANALYSIS Percentage refers to a special kind of ratio percentage are used to describe relationship.A well-structured questionnaire was personally administrated to theselected sample to collect the primary data.7.6. manualsand annual reports External Data. Weighted average= Rating * Frequency Total No. 4. Customers x 100 Total No.6.2PRIMARY DATA Primary data are those collected by the investigator himself for thefirst time and thus they are original in character.4. Simple percentage analysis 2. of. Two types of secondary data were collected for the preparation of theproject work: Internal Data was generated from company¶s brochures. Chi. of Customers 4. on the other hand. this gives a very basic idea as to the factor carrying highest to lowest weight. of Respondents 60 .3SECONDARY DATA Secondary data are those. research books. Weighted score method 3.

satisfaction of the customers regarding the banking services. It also help banks to know whether the existing products or services they are offering are really satisfying the customers¶ needs.3CHI. 4.8 SCOPE OF THE STUDY This study is limited to the customers with in Chennai city.SQUARE ANALYSIS 2 test was first used by Karl Pearson for testing the significance of discrepancy between the experimental values and the theoretical value obtained under theory of hypothesis. needs. 1. Karl Pearson proved that the statistic. The study will be able to reveal the preferences.4.square test of goodness of fit. 2 -™ (oi-Ei)2 Ei Ei = Column Total x Row Total Grand Total Where: Oi refers to the observed frequency Ei refers to the expected frequency 4. however due care is taken to include all the relevant information needed. which handicapped the research vise. Time Constraints: The time stipulated for the project to be completed is less and thus there are chances that some information might have been left out.7. This test is known as chi. 61 .9 LIMITATIONS OF THE STUDY Although the study was carried out with extreme enthusiasm and careful planning there are several limitations.

Sample size: Due to time constraints the sample size was relatively small and would definitely have been more representative if I had collected information from more respondents. the study had to be carried out based on the availability of respondents 62 . 4.2. 3. some respondents tend to give misleading information. It was difficult to find respondents as they were busy in their Schedule and collection of data was very difficult. Accuracy: It is difficult to know if all the respondents gave accurate information. Therefore.

DATA ANALYSIS & INTERPERTATION 63 .

A raw data become an information only when they are analyzed and put in a meaning form. combining them with the existing information and extracting the meaning from them. what relation existing between the findings to research objectives and hypothesis framed for the study in the beginning. In other words analysis is an answer to the questions what message is conveyed by each group of the data ³which are otherwise raw facts are unable to give meaning full information.DATA ANALYSIS & INTERPRETATION DATA ANALYSIS Analysis is the process of placing the data in an ordered form. INTERPRETATION Interpretation is a process of relating various bits of information to existing information. Interpretation attempts to answer well. 64 .

65 . Interpretation: Most of the respondents are preferring savings account. Presently the bank offers varieties of account services to the customer.TABLE 6.1 TYPE OF ACCOUNT TO OPERATE WITH BANK SL. NO ACCOUNT TYPE NUMBER OF RESPONDENTS PERCENTAGE OF RESPONDENTS 58% 22% 17% 13% 1 2 3 4 Saving Account Current Account Fixed Deposit NRI Account 58 22 17 13 Analysis: From the above table it could be inferred that 58% of the customers are choosing savings account and very few of about 13% prefer NRI Account.

1 Account Type 70 60 58% 50 40 30 20 10 Saving Account Current Account Fixed Deposit 22% 17% 13% NRI Account 0 Saving Account Current Account Fixed Deposit NRI Account 66 .CHART 6.

Only 7% of customers are says poor facility in IOB. NO FACILITY LEVEL NUMBER OF RESPONDENTS PERCENTAGE OF RESPONDENTS 27% 43% 23% 7% 100% 1 2 3 4 Excellent Good Satisfactory Poor Total 27 43 23 7 100 Analysis: From the above table it could be inferred that 43% of the customers are satisfied with the service and quality of products of their bank.TABLE 6. But to the other end few people says the facilities are less. Interpretation: Most of the respondents say IOB offering good facility to its customer.2 Facility Level of IOB than SBI & HDFC Bank SL. 67 .

CHART 6.2 FACILITY LEVEL 50 45 35 30 25 27 10 5 7 Excellent Good Satisfactory 0 Poor 68 ££ 15 P r £   ¡ 20 23 Satisfact ry ¤ ££ ¢ ¡ Excellent 40 43   .

TABLE 6. 69 . Interpretation: Most of the respondents are utilizing the value added service as senior citizen accounts. NO VALUE ADDED SERVICE NUMBER OF RESPONDENTS 12 57 24 7 100 PERCENTAGE OF RESPONDENTS 12% 57% 24% 7% 100% 1 2 3 4 Young Star Senior Citizen Prepaid Cards Recurring Deposit Total Analysis: From the above table it could be inferred that 57% of the customers are using senior citizen service and only 7% are using recurring deposit scheme. But rarely very few people are choosing recurring deposit account.3 IOB¶s Value Added Service SL.

CHART 6.3

VALUE ADDED SERVI E
60
57

50
40

30 20 24

12

7

0
Young Star Senior Citizen

Prepaid Cards Recurring Deposit

70

¥

¥

10

¥

¥
Young Star Senior Citizen Prepaid Cards
Recurring Deposit

TABLE 6.4

Product Ratings of IOB from Others

SL. NO

PRODUCT RATING

NUMBER OF RESPONDENTS 16 62 20 2 100

PERCENTAGE OF RESPONDENTS 16% 62% 20% 2% 100%

1 2 3 4

Excellent Good Better Poor Total

Analysis: From the above table it could be inferred that 62% of the customers rate IOB products as Good. Only 2% of the people Rate IOB products as Poor.

Interpretation: Most of the respondents are rating the products as good. Moderate peoples are rating as excellent. Only few people in the customers are rating the IOB products as poor.

71

CHART 6.4

Product Rating
70 60
50

40 30
20 10

2 Good Better

0
Excellent

Poor

72

§

¦

16

¦

¦
Excellent Good Better
Poor

62

20

Interpretation: Most of the respondents are obviously ready to refer IOB to their friends.5 REFERRING IOB TO OTHERS SL.TABLE 6. relatives and others. NO REFERRING IOB NUMBER OF RESPONDENTS PERCENTAGE OF RESPONDENTS 76% 18% 6% 100% 1 2 3 Yes No Not Sure Total 76 18 6 100 Analysis: From the above table it could be inferred that 76% of the customers are ready to refer IOB to others. Only 6% of customers are not sure what to do. 73 . But few of them are not sure on this decision also some people are straight forward in not referring IOB to others.

5 Referring IOB 80 70 60 50 40 30 Yes No 76% Not Sure 18% 6% 20 10 0 Yes No Not Sure 74 .CHART 6.

75 .6 Relationship with IOB SL. Interpretation: Most of the respondents are satisfied with the service offered by IOB. NO IOB ACCOUNT OPERATIONS 1 2 3 4 < 1 Year 1-5 Years 5-10 Years >10 Years Total NUMBER OF RESPONDENTS 17 55 17 11 100 PERCENTAGE OF RESPONDENTS 17% 55% 17% 11% 100% Analysis: From the above table it could be inferred that 55% of the customers are having relationship with the bank for about 1-5 years. Only 11% of customers are having more than 10 years of relationship with IOB.TABLE 6. Presently the bank has more customers who have the account with them for more than a year and less than 5 years.

6 IOB ACCOUNT OPERATIONS 60 50 40 55 30 20 17 17 10 0 < 1 Year 1-5 Years 5-10 Years >10 Years 76 © ¨ ¨ < 1 Year 1-5 Years 5-10 Years >10 Years ¨ 11 .CHART 6.

Only 1% thinks that the purity of good offered by IOB is 100%.TABLE 6. NO GOLD PURITY IN IOB NUMBER OF RESPONDENTS 1 60 9 30 100 PERCENTAGE OF RESPONDENTS 1% 60% 99% 30% 100% 1 2 3 4 100% 99.7 PURITY OF GOLD OFFERED IN IOB SL. Since gold cannot offered in 100% pure it is said to be in 99. Interpretation: Most of the respondents have the clear idea on the purity of the gold.99% pure.99% 99% 99. 77 .99% pure.9% Total Analysis: From the above table it could be inferred that 60% of the customers believe that the gold offered by the IOB are 99.

90% 9% 99.99% 99% 99.CHART 6.99% 99% 20 10 1% 0 99.90% 100% 78 .7 GOLD PURITY I IOB 70 60 60% 50 40 30 30% 100% 99.

This shows that the customers believe IOB has a best insurance market in India.TABLE 6. investment and security for their money.8 Best Insurance Product in IOB SL. Only 5% of the customers choose the insurance product offered them security. 79 . Interpretation: Most of the respondents are investing in IOB for tax saving. NO INSURANCE PRODUCT NUMBER OF RESPONDENTS 15 20 5 60 100 PERCENTAGE OF RESPONDENTS 15% 20% 5% 60% 100% 1 2 3 4 Tax Saver Investment Security All the Above Total Analysis: From the above table it could be inferred that 60% of the customers choose the entire insurance product for their benefits.

8 I SURA CE PRODUCT 70 60 60% 50 40 30 Tax Saver I v estme t Sec rity 20% 20 10 0 ll the b ve 15% 5%    Tax Saver I vestme t Sec rity ll the b ve 80          .CHART 6.

Interpretation: Most of the respondents are utilizing the additional service of visa debit card from IOB. But only few people are utilizing the Forex exchange and other services from IOB.9 OTHER MAJOR SERVICES IN IOB SL. 81 .TABLE 6. NO OTHER SERVICES IN IOB NUMBER OF RESPONDENTS 16 54 23 7 100 PERCENTAGE OF RESPONDENTS 16% 54% 23% 7% 100% 1 2 3 4 Visa Credit Card Visa Debit Card IOB Fine Gold Forex Exchange Total Analysis: From the above table it could be inferred that 54% of the customers feel the Visa Debit Card is the service other than the general service. Only 7% of the people prefer to Forex exchange.

CHART 6.9 OTHER SERVICES IN IOB 60 50 40 54% Visa Credit Card IOB Fine Gold 20 10 0 16% 7% 82   Visa Credit Card Visa De i t Card IOB Fine Gold Forex Exc ange  23% Forex Exc a nge  30 Visa De i t Card .

NO GOVERNMENT BUSINESS SCHEME NUMBER OF RESPONDENTS PERCENTAGE OF RESPONDENTS 1 2 3 Pension Payment PF Scheme Senior Citizen Account 40 27 3 40% 27% 3% 4 All the above Total 30 100 30% 100% Analysis: From the above table it could be inferred that 40% of the customers are pension payment account holders.10 GOVERNMENT BUSINESS SCHEMES THROUGH IOB SL. Only 3% of the account holders are senior citizen account holders in the government retired account holders Interpretation: Most of the respondents are having the pension payment in IOB since many of the customers are government retired employees.TABLE 6. Here few customers are senior citizen account holders. One. 83 .third of the people have using the all schemes.

10 GOVERNMENT BUSINESS SCHEME 45 40 35 40% 30 27% 15 10 5 0 3% Senior Citizen Account All t e a ove 84 !  Pension Pay ent PF Sc e e Senior Citizen Account All t e a ove " # ! 20 PF Sc e e " 25 30% Pension Pay e nt  .CHART 6.

85 . NO GOVERNMENT TAX COLLECTION 1 2 3 4 Sales Tax Income Tax Value Added Tax All the above Total 19 24 7 50 100 19% 24% 7% 50% 100% NUMBER OF RESPONDENTS PERCENTAGE OF RESPONDENTS Analysis: From the above table it could be inferred that 50% of the customers are paying all the government taxes in IOB. Interpretation: Most of the respondents feel that IOB is the good place to pay all type of government taxes. Also this makes sure IOB is offering best class service for tax paying.11 GOVERNMENT TAX COLLECTION IN IOB SL. Only 7% of the customers are paying only value added tax in IOB.TABLE 6.

CHART 6.11 GOVERNMENT TAX COLLECTION 60 50 50% 40 Sales Tax Value Added Tax 20 19% 24% All t e a ove 10 7% 0 86 & % $ Sales Tax Inco e Tax Value Added Tax All t e a ove ( ' $ 30 Inco e Tax .

Only 5% of the customers are not sure on the vidhya Jothi. Interpretation: Most of the respondents are Aware about the Subh Gruha in IOB. NO LOAN SCHEME NUMBER OF RESPONDENTS 1 2 3 4 Pushpaka Liquirent Subh Gruha Vidya Jothi Total 8 15 72 5 100 PERCENTAGE OF RESPONDENTS 8% 15% 72% 5% 100% Analysis: From the above table it could be inferred that 72% of the customers are aware of the Subh Gruha Loan. 87 .12 AWARNESS AND SATISFACTION LEVEL OF VARIOUS LOANS SL. But few customers are not so.TABLE 6.

12 AWARNESS AND SATISFACTION LEVEL OF VARIOUS LOANS 80 70 60 50 Pus paka 72 30 20 Vidya Joyt i 15 0 88 1 1 12 Pus paka Liquirent Su Gru a Vidya Joyt i ) ) 8 0 10 5 1 1 12 0 40 Liquirent Su Gru a 1 1 .CHART 6.

89 .13 LOCKER FACILITY AVAILING CUSTOMER SL. Followed by government staff¶s and then bank staff¶s.TABLE 6. NO LOCKER FACILITY PREFERENCE 1 2 3 4 Business People Government Staff Bank Staff House Wife¶s Total 50 30 13 7 100 50% 30% 13% 7% 100% NUMBER OF RESPONDENTS PERCENTAGE OF RESPONDENTS Analysis: From the above table it could be inferred that 50% of the customers using locker facility are business class people. Interpretation: Most of the respondents say they are utilizing the locker facility in IOB. The main players are business class people. Only 7% of the customers are house wife¶s using locker facility.

13 LOCKER FACILIT PREFERENCE 60 50 40 Business People 50% Bank Staff 20 30% 10 13% 7% House Wife s 0 Business People Govern ent Staff Bank Staff House Wife s 90 3 30 Govern ent Staff 3 .CHART 6.

Only 9% of the customers feel relationship between bank & customer is better. But few customers are feeling it is better and some feel it is poor in relationship.14 RELATIONAL SHIP BETWEEN BANKER & CUSTOMER SL. NO RELATIONSHIP BETWEEN BANK & CUSTOMER 1 2 3 4 Good Moderate Better Poor Total 13 58 9 20 100 13% 58% 9% 20% 100% NUMBER OF RESPONDENTS PERCENTAGE OF RESPONDENTS Analysis: From the above table it could be inferred that 58% of the customers are have moderate relationship with IOB. 91 .TABLE 6. Interpretation: Most of the respondents are having a moderate relationship between the bank & customer.

CHART 6.14 RELATIONS IP BET EEN BANK & CUSTOMER 70 60 58% 50 40 30 Good oderate Better 20 20% Poor 13% 9% 10 0 92 55 8 7 65 M erate etter r 9 6554 .

Hence it is offering the interest rate at minimum level. Also few people are not aware of the interest rate of fixed deposit in IOB. NO FIXED DEPOSIT RATE NUMBER OF RESPONDENTS 5 27 40 28 100 PERCENTAGE OF RESPONDENTS 5% 27% 40% 28% 100% 1 2 3 4 2. Only 5% of customers are not satisfied.TABLE 6.4% 5. Interpretation: Most of the respondents are satisfied with the fixed rate slab with the bank. 93 .15 FIXED DEPOSIT INTEREST RATE SLAB OF IOB FROM OTHER BANKS SL.3% 3.10% Above 10% Total Analysis: From the above table it could be inferred that 40% of the customers are satisfied with the interest rate slab.

10% A ove 10% A .3% 3.15 FIXED DEPOSIT RATE 45 40 40% 35 30 25 27% 28% 2.10% 20 15 10 5 5% A o ve 10% 0 94 @ 2.CHART 6.3% 3.4% 5.4% 5.

16 OPENION ABOUT THE CHARGES LEIVED BY IOB SL. Customers are expecting the charges to be reduced to get more benefit from the bank. 95 . Only 10% of consumers are not satisfied in charges levied by IOB. Interpretation: Most of the respondents are not satisfied the charges levied by IOB. NO CHARGES NUMBER OF PERCENTAGE OF RESPONDENTS LEIVED BY IOB RESPONDENTS 1 2 3 High Moderate Low Total 26 64 10 100 26% 64% 10% 100% Analysis: From the above table it could be inferred that 64% of the consumers feel that the charges are high comparatively from other banks.TABLE 6.

CHART 6.16

CHARGES LEIVED BY IOB
70
60 64%

50

30 20

26%

L w

10
10%

0

96

C

DC

igh

M

e rate

L w

C DC

M

E

40

igh
e rate

B

TABLE 6.17

HOW DO YOU KNOW IOB

SL. NO

HOW YOU KNOW IOB

NUMBER OF RESPONDENTS

PERCENTAGE OF RESPONDENTS

1 2 3 4

Advertisement¶s Friends & Relatives Awareness Direct Selling Agents Total

20 61 18 1 100

20% 61% 18% 1% 100%

Analysis: From the above table it could be inferred that 61% of the consumers are referred by friends & relatives for the best service offered by IOB. Only 1% of consumers are came by direct selling agents.

Interpretation: Most of the respondents tell they are referred by their friends and relatives. Where very few came by the advertisements and the awareness created by the bank. Very less in count are generated by direct selling agents.

97

CHART 6.17

HOW YOU KNOW IOB
70
60

61%
50

30 20 20% 10
0

ware ess

18% 1%

i rect Selli g ge ts

98

H

R Q P

H

GH

vertiseme t s

Frie s & e latives

ware ess

irect Selli g ge ts

H F H

T

H

GH

Frie

s & elatives

R

40

SQ P F F I H GF

v ertiseme t s

Only few of the customers prefer education loan and other loans in IOB 99 . NO MOSTLY PREFERRED LOAN NUMBER OF RESPONDENTS PERCENTAGE OF RESPONDENTS 1 2 3 4 Personnel Loan Commercial Loan Housing Loan Educational Loan Total 10 8 72 5 100 10% 8% 72% 5% 100% Analysis: From the above table it could be inferred that 72% of the consumers are choosing housing loan Interpretation: Most of the respondents prefer housing loan from IOB.TABLE 6.18 MOSTLY PREFFERED LOAN OFFERED BY IOB SL.

18 MOSTLY PREFERRED LOAN 80 70 60 50 40 30 20 72% Personnel Loan Housing Loan Educational Loan 10 10% 0 8% 5% Housing Loan Educational Loan UU Personnel Loan Co ercial Loan 100 VV Co ercial Loan .CHART 6.

19 IS MANAGER AVAILABLE FOR ANY CLARIFICATION SL. NO MANAGER DISCUSSION NUMBER OF RESPONDENTS 68 32 100 PERCENTAGE OF RESPONDENTS 68% 32% 100% 1 2 Yes No Total Analysis: From the above table it could be inferred that 68% of the customers are satisfied since the manager is available for any clarification. 101 .TABLE 6. Only 32% of the customers says it is not followed in IOB. But some customers feel not so. Interpretation: Most of the respondents are satisfied with the clarification facility with manager.

19 MANAGER DISCUSSION 80 70 60 50 40 30 20 10 0 68% Yes No 32% 102 XW Yes .CHART 6.

Where we can see that many people are aware in the branch regarding the abroad outlets.20 ABROAD SERVICE OUTLETS OF IOB SL.TABLE 6. Interpretation: Most of the respondents are aware that there are branches throughout the world in important locations. Only 5% of the customers do not know there are any branches in abroad. NO ABROAD SERVICES 1 2 Yes No Total NUMBER OF RESPONDENTS 95 5 100 PERCENTAGE OF RESPONDENTS 95% 5% 100% Analysis: From the above table it could be inferred that 95% of the customers are aware that IOB has the service outlet in abroad. 103 .

CHART 6.20 ABROAD SERVICES 100 90 80 70 60 50 40 30 20 10 0 Yes No 5 95% Yes No 104 .

NO CUSTOMER SUGGESTION NUMBER OF RESPONDENTS PERCENTAGE OF RESPONDENTS 1 2 3 Yes No Not Sure Total 86 12 2 100 86% 12% 2% 100% Analysis: From the above table it could be inferred that 86% of the consumers are suggesting that there are drawbacks within ION. Where few people saythat no problem in IOB.21 DRAWBACKS/ PROBLEM WITHIN IOB SL. Only 12% of consumers are sure that there are no internal problems in IOB. 105 .TABLE 6. Interpretation: Most of the respondents tell that there are some internal problems and drawbacks in IOB.

CHART 6.21 DRAWBACKS/ PROBLEM WITHIN IOB 100 90 70 60 50 40 30 20 10 0 Yes Y Yes No Not Sure 12 No 80 86 2 Not Sure 106 .

22 RATE THE FACILITIES PROVIDED AT IOB FACILITIES AT IOB Comfortable seat Hospitality Rest Room Drinking Water GOOD AVG POOR WEIGHTED SCORE 4 4 0 0 232 248 213 258 WEIGHTED AVERAGE RANK 36 56 13 58 60 38 87 42 2. 107 .WEIGHTED AVERAGE METHOD TABLE 6.32 III 2.58 I Interference: The drinking water facility available at IOB in cathedral branch is mostly impressive followed by the hospitality service provided by the customer.13 IV 2.48 II 2. Comfortable seating and Rest Room facility need to be improved.

99 II Interference: The various service provided by IOB. TDS) Mutual Fund Other Services 78 24 17 69 63 26 40 26 64 13 87 93 412 224 107 AVG 2.84 V RANK 29 74 13 84 248 1.TABLE 6.76 VI 1. Followed by the investment in the mutual funds.24 III 82 8 58 32 36 64 24 96 398 152 0.23 DEALINGS WITH IOB WEIGHTED SERVICE HIGH MEDIUM LOW NONE SCORE Stock Broking Insurance Tax Saving TIN Facility (PAN. Share and Stock Broking rank first as the highly sorted after service by customer.06 I 1.12 IV 0. 108 . while awaiting TIN facility and insurance services are moderately utilized by the customer by the tax saving scheme and other services are less.

39 II 13 28 49 8 0.31 IV 8 14 22 17 52 49 18 20 0.30 V 19 24 45 11 174 147 150 0.35 III 0.28 V RANK 20 29 45 6 233 167 0.24 RATE THE QUALITY OF SERVICES PROVIDED BY IOB WEIGHTED FACTOR EXCELLENT GOOD OK POOR SCORE Immediate attention online service skill of employee time taken for service quality of advice product & service details bank timing Pamphlets 52 21 13 41 40 25 3 37 55 4 2 7 266 205 149 AVERAGE 0. 109 .28 VII Interference: From the above table it can be interfered that the immediate attention followed by time taken for service on online applicable by the users while quality of advice displaced of products dealt / availability of application.28 VI 0.43 I 0.TABLE 6. Also office timing should be improved.

There is a significant difference in the length of the service of the customer in IOB and their type of service is available. H1 . OBSERVERED FREQUENCY: Most of the service preferred by customer.There is no significant difference in the length of the service of the customer in IOB and their type of service is available.CHI SQUARE METHOD TABLE 6.25 SERVICE PREFERRED BY THE MOST OF THE PEOPLE HO . Customer with IOB < 1 years 1-5 Years 5 -10 Years >10 Years TOTAL ATM 5 35 10 5 55 š’‡…–‡†ˆ”‡“—‡…› Internal Bank 4 15 3 3 26 Mobile 2 0 2 2 6 Retail 6 5 2 1 14 TOTAL 17 55 17 11 100 ‘–ƒŽ”‘™•  ‘–ƒŽ…‘Ž—   ‘–ƒŽ”‘™•ƒ†–‘–ƒŽ…‘Ž—• EXPECTED FREQUENCY 10 30 9 6 55 5 13 4 2 24 3 3 1 1 8 3 7 2 1 13 21 53 16 10 100 110 .

50 0.77 5 35 10 5 4 15 3 3 2 0 2 2 6 5 2 1 Total= 100 10 30 9 6 5 13 4 2 3 3 1 1 3 7 2 1 -5 5 1 -1 -1 2 -1 1 -1 -3 1 1 3 -2 0 0 ™ = 13.77 Therefore. 111 .17 0.11 0.E   25 25 1 1 1 4 1 1 1 9 1 1 9 4 0 0 ™ 2.33 3.50 0.00 3.57 0 0 =13.25 0.31 0.00 1.00 1.00 0.CHI-SQUARE TABLE: O E O.83 0.77 DEGREE OF FREEDOM = (R-1) (C-1) = (4-1) (4-1) v =3 TABULATED VALUE = 7. the calculated > Table Value H0 is rejected INFERENCE The calculated value is greater than the tabulated value H0 is rejected. This implies that the significant difference in the length of the service of customer in IOB and the type of the service available.20 0.82 CALCULATED VALUE = 13.

FINDINGS OF THE SYUDY 112 .

FINDINGS OF THE STUDY 
58% of the respondents are opinion that the customers are choosing saving account in IOB.  43% of the respondents are opinion that the customers are satisfied with the service and the quality of products in IOB.  57% of the respondents are opinion that the customers are using senior citizen services in IOB.  62% of the respondents rated that IOB products is good.  76% of the respondents are ready to refer IOB to others.  55% of the respondents have relationship with the IOB for about 1-5 years.  60% of the respondents are opinion that the gold offered in IOB is 99.99% pure.  60% of the respondents are opinion that all the insurance products of IOB are beneficial.  54% of the respondents are opinion that the Visa Debit card is the major service in IOB.  40% of the respondents are opinion that they are pension payment account holder in IOB.  50% of the respondents are opinion that they are paying all the government taxes through IOB.  72 of the respondents are opinion that they are aware of Subh Gruha loan product of IOB.  50% of the respondents are utilizing the locker facility in IOB by business class people.  72% of the respondents are opinion that the publicity of IOB to the people is done through friends & Relatives.  64% of the respondents are sure that the levied charges by IOB are low.  72% of the respondents are opinion that the customers prefer Housing Loan from IOB.  68% of the respondents are satisfied with the manager availability for any clarification.  58% of the respondents are opinion that the customers have moderate relationship with IOB.  95% of the respondents are aware of the IOB service outlets in abroad.  50% of the respondents agree that customers have some drawbacks and problems in IOB.  40% of the respondents are satisfied with the interest rate slabs.  36% of the respondents are impressively followed by the hospitality service of drinking water in cathedral branch.  33% of the respondents are opinion that the stock broking ranks first as the highly sorted after service by customer in IOB.  36% of the respondents are opinion that the immediate attention on any complaints.  71% of the respondents are opinion that they do not expect any more service from IOB.  55% of the respondents are opinion that the customers prefer ATM services.

113

SUGGESTIONS & RECOMMENDATIONS

114

SUGGESTIONS & RECOMMENDATIONS
With regard to banking products and services, customers respond at different rates, depending on the consumer¶s characteristics. Hence I IOB should try to bring their new product and services to the attention of potential early adopters.
y

Due to the intense competition in the financial market, IOB should adopt better strategies to attract more customers.

y

Return on investment company reputation and premium outflow are most preferred attributes that are expected by the respondents. Hence greater focus should be given to these attributes.

y

IOB should adopt effective promotional strategies to increase the awareness level among the customers.

y

IOB should ask for their consumer feedback to know whether the customers are really satisfied or dissatisfied with the service and product of the bank. If they are dissatisfied, then the reasons for dissatisfaction should be found out and should be corrected in future.

y

The IOB brand name has earned a lot of goodwill and enjoys high brand equity. As there is intense competition, IOBshould work hard to maintain its position and offer better service and products to customers.

y

The bank should try to increase the Brand image through performance and service then, only the customers will be satisfied.

y

Majority of the people find banking important in their life, so IOB should employ the strategies to convert the want in to need which will enrich their business.

y y

The bank may conduct events/ schemes week or months for promoting products. A separate information desk marked as an investment consultancy provider may be established for catering to the needs of the customers.

y y

A refined data base may be used for sending personal reminders to the customers. Strategic points may be identified for the displaying the potters. All the communications may be bear the information/ logo of the different schemes.

y y

Cost effective, visually appearing tools like bulletin board may be used for promotion. Direct mailers may be sent to co-operate account holder.

115

CONCLUSION 116 .

In short. I am sure the bank will find my findings relevant and I sincerely hope it uses my suggestions enlisted. private banks are in the fray each one trying to cover more market share than the other. Since the opening up of the banking sector. IOB must also be alert what with Private Banks (ICICI. HDFC) breathing down its neck. I am sure the bank has a very bright future to look forward to And will be a trailblazer in its own right.CONCLUSION The project entitled ³THE STUDY ON CUSTOMER SATISFICATION ON THE PRODUCTS AND SERVICES OFFERED BY IOB´has helped me in studying satisfaction about services and products offered to customers. 117 . Yet. IOB is far behind SBI. I would like to say that the very act of the concerned management at IOB in giving me the job of critically examining consumer satisfaction towards financial products and services of the company is a step in their continual mission of making all round improvements as a means of progress. which I hope will take them miles ahead of competition.

BIBLOGRAPHY 118 .

C.BIBLOGRAPHY Websites  www.P.iob.com  www. Publications New Delhi  ³BUSINESS STATISTICS´ G.Gupta Sultanchand Publication Mumbai  ³General Banking´ IOB Edition Chennai.com  www.thehindu.com  www.in Books Referred  ³SERVICE MAKETING´. Zeithaml.com  www.  ³Research Methodology´ Kothari.newyorktimes.economictimes.wikipedia.A Tata Mc Graw-Hills.R New Age International Publication New Delhi 119 .

c. c. b. d.ANNEXURE NAME AGE SEX TYPE OF CUSTOMER TO IOB 1.19% 99. d. 2. b. c. c. 6. d. a. a. a. c. a. 4. a. c. a. 3.9% 99.99% 100% 120 . 7. b. b. d. : : : : What type of account do you have in bank? Savings Account Current Account Fixed Deposit NRI IOB Provide better facilities than SBI & HDFC Bank Excellent Good Satisfied Poor What type of value added service provide by IOB? Young Star Senior Citizen Prepaid Cards Recurring Deposit How do you rate the products and services offered by IOB than others? Excellent Good Better Poor Will you suggest Indian Overseas Bank to your friends/ Relatives for its service? Yes No Not Sure How long have you been banking with IOB <1 year 1-5 years 5-10 years >10 years IOB offerings ____ Purity of fine gold to their customers 99. d. a. b. d. 5. b. b. c.

2% . All the above 11. Good b. Pension payment scheme b. Please provide us with Information about your awareness & satisfactory level for the schemes a) Pushpaka b) Subh Gruha c) Liquirent d) Vidhya Joythi 13. Senior Citizen Scheme 2004 d. house wife¶s 14. What are the government business schemes available for the customers through the banks? a. Moderate c. What type of taxes can be pay to the government through the banks? a. All the above 12. What type of customer mostly using locker facilities in the bank? a. b. How the fixed deposit interest rate slab varies in IOB from other banks a. Poor 15. Above 10% 121 . c. a. c. b. provident fund scheme 1968 c. How is the relational ship between the customer and the bankers? a. a. government staffs c. 5%. Income Tax c.10% d.8. d. d. 9. bank staffs d. Business people b.3% b.5% c. What is your main concern while taking an Insurance policy Tax benefits Security Investment/Saving All the above What are the other products & services offered by IOB to the customers Visa International Credit Cards Visa Debit Card IOB fine Gold Forex Exchange 10. 3% . Value Added Tax d. Better d. Sales tax b.

Educational Loan 19. friends & Relatives c. Low d. Specify any drawbacks/ problems that you faced with IOB a. No 21. Facility that used by the customer in IOB? Good Comfortable seat Hospitality Rest Room Drinking Water Average Poor 122 . Housing Loan d. Does the bank have any other outlets in abroad to server the customers globally? a. Direct Selling Agents 18. Awareness d. None 22. Can we have the discussion with the bank manager in case of any complaints or clarifications? a. b. Yes b. High b. Give your opinion about the charges levied by IOB for the services provided a. High for certain services 17. Commercial Loan c. How would you know the products and services of IOB a. Yes b. Advertisements b. No 20. No c. Moderate c. Personnel Loan b.16. Yes b. Which type of loan is mostly preferred by the customers a.

Mobile Banking d.23. ATM Service b. Which type of service preferred the most of you a. What are the qualities of service provided in IOB? SERVICE Immediate attention online service skill of employee time taken for service quality of advice product & service details bank timing Pamphlets EXCELLENT GOOD OK POOR 25. Retail Banking 123 . TDS) Mutual Fund Other Services HIGH MEDIUM LOW NONE 24. Internet Banking c. What is the Level of business with IOB from the day 1? SERVICE Stock Broking Insurance Tax Saving TIN Facility (PAN.