Professional Documents
Culture Documents
SBM Project
SBM Project
o know opinion of customer regarding loans provided by Bank. o know general opinion about Bank. o e.press our own opinion about Bank/s developing service attract new customers and hold e.isting customer. o go into depth about +redit facilities provided by Bank. o suggest solution to their problems. o know about performance of Bank. o make brief study of customer behavior. o give recommendations to solve the problem faced by %.'. Branch in providing financial assistance to Individual persons.
AREA OF STUDY
The State Bank of Mysore PERSONAL SEGMENT Branch located at B.H. Road Shimo a is selected and their information/s about Bank/s function. his pro#ect report aimed at giving analysis in credit facilities in general and analysis of credit facility towards customers from customers point. he respondents were selected on &andom basis.
BENEFITS OF STUDY
0. We can set clear idea about bank and its development
METHODOLOGY
he manager of branch was personally interviewed to elicit information about the banking. 'urvey on sample basis was conducted to ascertain the information about banking system. 5or this purpose, 67 customers are selected as sample and were interviewed with the help of 8uestionnaires. %ersonal interviewed to elicit the information for them. 9arious secondary data were also collected from various published sources like maga-ines, Newspapers and from Internet facility and handbook on personal segment advances and annual report.
ORIGIN OF BANK
here are different opinions regarding the origin of the term bank. 4ccording to some it is derived from Italian word $B4N+:, ;atin word $B4N+<', 5rench word $B4N=<E,, which means $a bench,. In olden days European bankers using bench to transact there banking activities. 3owever, according to others the word $B4N>, is derived from German word $B4N>, which means $+ommon fund raised from a large number of public,.
"eat#res of Bankers
0. 4cceptance of deposit from public. !. %rofitable employment of fund so collected. 1. :bligation to repay deposits in demand. 2. ;ending of money. 6. Banking as a main Business.
"#nctions of Banker
0. %rimary functions !. 'econdary functions $. Primary "#nction a* 4cceptance of Ceposits b* Granting or sanction of advances c* Ciscounting Bill of E.change %. Secondary "#nctions A. A ency Ser&ices 0. +ollection of income on behalf of customer !. (aking payment on behalf of customer
('STOMER
In common sense Dcustomer/ refers to a person who has an 4Bc with a Bank 4ccount holder can be regarded as customer according to 3.;.3art. $4 customer is a person who has an 4Bc with a Banker or for whom a Banker habitually under taken to act such,.
)!* Cebtor creditor relationship. )1* rustee in respect of safe lockers. )2* 4gent principal relation ship. )6* &ight to combine.
CLASSIFICATION OF BANK
:n the Basis of functions Banks can be classified in to ?types. $. (OMMER(-AL BAN!S +ommercial Banks usually re8uires deposit for a short period and suppliers short term for a short period and suppliers shortEterm credit of facilities to trade and commerce. +ommercial Banks are oldest institution having wide Network of Branches. :ne of the commercial Bank in our county 'BI having 0!777 Branches all over India. %. -N.'TR-AL BAN! Industrial Bank is to meet longEterm credit facilities to needs of industries. Which provide credit to industrial under takings. /. AGR-(L'T'RAL BAN! +redit needs of 4griculture are of 1 types. hey are short, medium and long term. 'hortEterm credit is re8uired for the purchasing manure, seeds etc., medium term is provided for purchases of agriculture implements and cattle long term for makings permanent improvement of land.
PERSONAL SEGMENT
<nder this segment the '.B.(. lent money against personal as well as other securities, such as ornaments, goods and immovable property for every day. he banker knowledge of individuals and their financial position on 4Bc of the narrow circle in which these transactions had to be carried out, rendered by him, more useful than even the modern commercial banks which are practically impersonal in their character and are ledged round with many formalities mere by some times annihilating. heir utility at the cordial moment the personal relations BBW the Banker and his customers were of a cordial nature.
Meanin
<nder this segment the bank has provide loans and advances to private purposes. <nder this segment the borrower borrows the money for fulfillment of his own need for E.GE 3ousing loan, education loan, medical loan. hese types of loans main ob#ect are to fulfillment of his own needs not earning of profit. he bank has provided the loans to personal segment on the basic of the re8uirement funds by the customer.
.efinitions
he Indian +ompanies 4ct defines the term personal segment as $ he lending for the purpose of personal element to the public on demand,.
While granting the loans and advances against different security, Banker should bear in mind the following 1 principles. 0* ;i8uidity !* 'afety 1* %rofitability $. Li7#idity
he
;i8uidity means the ability of a Bank to produce cash on demand li8uid asset may be convertible into cash 8uickly. In normal times certain assets can be coasty sold to the public for cash but in time when all the publics needs of money these assets can not be sold others for cash so while granting the loans and advances against securities the that security is convertible into cash without loss of time and without loss of value are the most imp attribute of a li8uid assets. %. Safety he !nd imp consideration that a Bank should be an in mind while investing its funds his safety 4 Bank is a dealer in other peoples and money so it should look to the safety of the funds belonging to the depositors in order to safe guard the funds of the depositors a Bank should invest its funds on safe assets. /. Profita4ility he 1rd imp consideration is profitability or return on the funds invested. 4 co Bank is a BB' or institution so it must earn sufficient profits to meet its e.penses and pay good dividend to its shareholders.
17M of the total advances growth is budgeted under the personal segment.
&s 2@7 crs out of ?77 crs allotted to Bangalore, (ysore and 3ubli -ones covering 2"" out of ?7@ Branch Growth in cost two years only under 3ousing ;oans and Educational ;oans, growth to be segment ;oans vi-., consumer loans vehicle loans personal loans mortgage loans, etc New products will be introduced during the year regularly. +rossEselling of other loans to e.isting borrowers to be intensified. %erson availing 3ousing loan should be encouraged to avail consumer loans, vehicle loans etc., &etail marketing will receive greater attention and a team of marketing officers will be detailed and trained for this purpose. he details of subEallocation of p/seg advances are indicated below.
Growth percentage envisaged for !771E72 is very high at @!M. his will call for allocation of budgets to all the branches under %E&':N4; 'EG(EN . (etro and urban branches should achieve 077M growth, while semi urban branches should achieve @7M growth and rural branches at "6M.
:rgani-ation of e.hibitions during festivals and events. ieEup with real estate developers and reputed builders for increasing housing finance. BringEout updated small bookElets ;isnlighting various schemes of bank. Introducing novelties like fle.ible E(I', free insurance etc, ieEup with departmental stores for financing their customers for purchase of ma#or consumer durables. +ross selling of products to all our customers. :pening of speciali-ed branches for advances under retail segment at Bangalore, (ysore, 'himoga, +hennai, etc.
INTEREST E+PENCES
-nterest on .e,osits he interest e.penses are pro#ected to increase from "77 crores to &s 0677 crores under D%E&/ segment advances.
DEPOSITS
%E&':N4; 'EG(EN G&:W 3 4;;:+4 I:N 'EG(EN 10E1E!77! 4+ <4; %E&':N4; D'EG/ 'ince the opportunities under D%E&/ segment are available uniformly in all the population groups, vi-, rural, semi urban, urban and metro, we have proposed a uniform rate of !AM growth among all the modules. 3owever depending on the potential, the following growth budget targets are stipulated with have to be ensured by the controllers. 9i-, metro branches 67M urban branches 27M semi urban branches 17M rural branches !7M. 5or achieving the budgeted growth of &s.0677 crores under %E& segment advances. It is essential that each and every branch of the bank contribute to the growth throughout the year. Increasing the number of customers serviced is the key in achieving this talk. 3ence increasing the efficiency of operations and level of customer/s service should be the fundamental task at all the branches. G&:W 3 ""7 )In crores* 10E71E!771 10E71E!772 E' I(4 EC G&:W 3 667 %&:FE+ EC G&:W 3 0677
established under the patronage of govt. of his highness. he in charge of a (ysore. <nder the gracecious patronage of his highness/s govt. the Bank was registered on the 0Ath may 0A01 and after completion of the necessary preliminary formalities. he Bank opened its BB' on !nd :ct 0A01. In 0A61 the 'B( was appointed as on agent of &BI for the purpose of conducting govt business on 0st march 0A?7. he bank become a subsidiary of the 'BI under $'BI )subsidiary banks* 4ct 0A6A,. he bank with its historical linkages with the people of >arnataka has continued its commitment with more vigor towards the e.citing advantage of transforming. he economic structure of the country by reaching out to the trodden and helpless. It has successfully emerged as an effective instrument for bringing about significant solid economic changes in >arnataka particularly in the rural areas. 'B( has 62 authori-ed branches to deal in foreign e.change, transactions spread throughout India. his branch not only covers the metropolitan center. Besides these authori-ed branches are other branches undertake certain selected transactions of foreign e.change. 'B( has correspondent relationship with over 077 overseas bank covering every I(% trade and financial center all over World. he dealing a round at B/lore and (umbai are well known for professional e.cellence in the currency markets. 4 deals in 0@ foreign currencies and has fully computeri-ed telecommunication and information process systems with instant access total international and financial and currency markets. he bank provides finance to its customers fertili-ing telecommunication systems. +orrespondent
connection enables instant transfer of funds to international banks are over World. he 'B( is one of the subsidiary banks of 'BI. It was established in the year 0A01, with a depositing !.!6 crores and the loans and advances of ! crores. he 'B( has head office at Ban galore and has more than 6?7 branches all over the country. 'B( has classified into the main -ones namelyG 0. Ban galore None !. (ysore None 1. 3ubli None 2. +entral None he Bangalore -one includes branches in district of Bangalore and umkur. +entral -one includes all the branches outside >arnataka and >olar district. (ysore -one includes are branches (ysore, (andya, >odgu, +hickmangalore and 3assan district. 3ubli -one includes 'himoga, <ttara >annada, +hitradurga, Charwad, Belguam, Bellary, &aichur, Bi#apur, Gulbarga and Bidar district and also Goa state. Ceputy General (anger and assistant general manager head all the -ones. Each -one is further divided under regions. Each -one has got four regions. 4nd &egional manager heads regions. 4fter this last stage of management that is branches which are headed by branch manager. Bangalore -one, mysore -one and also 3ubli -one are contained 1?7 branches in which each -one contains 0!7 branches and central -one contained other !71 branches in all over the country. +entral -one contains these banks in
bank, under sectary Govt of India, Ceputy managing director. 4ssociates in subsidiaries. 'BI central office. General manager associates and subsidiaries chairman of 'BI and representatives from employees and officers association. In India being one of the fastest growing countries in 4sia offers uni8ue opportunities to nonEresident Indian and over seas corporate bodies predominantly owned by nonEresidents for investment as deposit with banks. he (ysore Banks has maintained tradition of e.tending e.cellent and continuous customers service and has evolved schemes both under deposits and advance to suit to the needs of the clients. he banks has gained vast e.perience in securing non resident accounts and has in its books, a large number of non resident account. 4s a nonEresident are properly aware of present progressive policies of the Government of India. he honorable finance minister in his budget presentation has offered the following benefits to N&Is. &emittance in foreign e.change is individual residents includes are totally e.empted from the preview of gift ta.. N&Is are allowed to invest in housing and real estate and the only condition is that repartrialction benefits out of the income generated from rentBsale proceeds of the assets are available.
he ceiling on e8uity contribution by the N&Is has been enhanced up to 60M. SBM offers the follo6in de,osits schemes s,ecially desi ned for non:
residents 0. NonEresidents deposits 4ccount !. 5oreign currency deposit 4ccount 1. NonEresident nonEreportable deposit account 2. &esident foreign currency deposit account. 'B( has designed a special scheme for loans to persons going abroad an employment to meet the +o/s of on ward passage face. 3ousing finance is available to N&I up to "6M of the cost of the flat or house to ma.imum limit of &s.0777777. the facilities of safe deposit lockers. 'afe custody of shares or securities is available to nonEresident customers. 'B( provides an e.tensive range of speciali-ed service under one roof merchant banking bureaus at Bangalore, (umbai, +hennai, New Celhi, +alcutta.
DEVELOPMENT
he Bank has many pioneering achievements. It has pioneered in financing +offee and 'ilk industries and has taken lead in financing agriculture and smallE scale industrial activities. he Bank has played a very proactive and dynamic role in the economic of >arnataka state it en#oys e.celler branch e8uity and a household name in state. TE(HNOLOG-(AL .E2ELOPMENT he Banks is constantly upgrading technology to improve the efficiency of operations and to provide efficient customer service. (OMP'TER SE(T-ON :ut of ?!1 branches, 2@7 branches have been computeri-ed covering @AM of the Business and ?AM of Branch network. %lans are a govt. to achieve 077M computeri-ation by Cec !771. ATM NET<OR! he Bank has installed 2! 4 (s of which 1" are networked with 'tate Bank 4 ( Network with more than !777 4 (s spread over 2@? centers across the country. OTHER .E2ELOPMENTS
Ade7#acy ratio
he Bank had achieved a capital 4de8uacy &atio of 00.?!M as at the end of (arch !771. .i&idend he Bank has declared a dividend of 27M. Asset he si-e of the 4sset of the Bank arouse 07,777,77 +rores.
(redit E=,ansion
he gross advances of the Bank increased from &s. 60"1. A" crores to 662A.@1 crores in march !771.
-n&estments
he total investments in Government, approved and other securities increased to &s. 2""0.?@ crores as at the end of (arch !771 from &s. 20"7.12 crores at the end of (arch !77!.
HUMAN RESOURCES
Trainin
Curing the year !77!E71, 0?@ training programmes were organi-ed at the Bank/s staff training centers at Bangalore and (ysore, imparting training to 10@2 employees of all adders. 6@? :fficials were deputed to out side training institutions like 'B'+ 3yderabad BGurgaon, 'BI&C 3yderabad, NIB( %une, 01 + (umbai etc. With a view to motivate 3uman resources of the Bank, we conducted an $ on H site, $:rgani-ational Cevelopment %rogrammed on motivation and Group Cynamics, where in $(y Bank 4wareness programmes $ along with $change, were covered.
<omen>s re,resentation
4t the end of (arch !771, there were !716 women employees in the Bank compared to !72A at the end of (arch !77!. he Bank continued to provide e8ual opportunity to women in their career progression.
The "ollo6in ,ie chart sho6s the Break #, of -ncome of the Bank
36%
interest o n advances
interest o n investments
no n interest inco me
o ther interest
5rom the above diagram we know that the operating profit increased to &s. 16!."2 crores in !77!E!771 from &s. !12."A crores in !770E!77! )67.!2M*. he net profit also increased to &s. 006.A! crores from &s. ?6.A7 crores )"6.A7M* the &eturn on 4ssets increased to 0.7!M from 7.?2M and &eturn on E8uity to !?.A7M from 0@."2M. The "ollo6in dia ram sho6s the .e,osits of the Bank. .e,osits )Rs in crores+
YEAR
operating profit
net profit
8000
7000
Rs. IN crores
6000
5000
4000
3000
2000
1000
YEAR
personal segment
agricultural department
5rom the above diagram we known that the 4ggregate deposits of the Bank stood at &s. @"A!."0 crores as at the end of (arch !771 recorded a growth of &s. 6@6.2" )crs.* )".01M*. Ceposits under personal segment increased by &s. 6!?.@! crores )00.2?M* in !77! H!771. he 5ollowing diagram shows the 4dvances and Investments of the Bank.
6000
5000
4000
3000
2000
1000
YEAR
advances
investments
5rom the above diagram we know that he total investments in Government, approved and other securities increased to &s. 2""0.?@ crores as at the end of (arch !771 from &s. 20"7.12 crores at the end of (arch !77!, recording growth rate of 02.2!M )&s. ?70.12 crores*. The "ollo6in ta4le sho6s the statistical ,rofile of S.B.M.
4ggregate deposit 4dvances %riority sector advances M :f %'4 to wet bank credit 5ore. turnover :perating profit
(ATEGOR8:<-SE .-STR-B'T-ON O" AGG .EPOS-TS @ ?'NE>9/ (ate ory +urrent 4Bc. 'avings Bank erm and others Bulk deposits otal Amo#nt "6".02 !2?@.0? 610@.72 2"".2! A7!7."? A Of Total @.@A !".1? 6@.A6 6.17 077.77
AREA<-SE .ESTR-B'T-ON O" BRAN(HES AN. B'S-NESS @ ?'NE %99/ AREA No R'RAL of !01 A2@.61 @A7.@! SEM'RBAN 02" 0@A6.?" 076A.@0 'RBAN 001 0@A1.7! @A1.22 METRO 01@ 2!@1.62 !?"@.62 Total ?00 A7!7."? 66!!.?0
5ore. business
METRO (ayaba-ar Celhi (umbai +heni A010!.27 60@76."0 001A!0.2A
5rom the above table it is clear that the performance of the Branch up to 4ugust !771 and Budget for !772. he following table shows deposits and advances of the branch during the 01 preceding previous years 8ear 10.1.0AA7 10.1.0AA0 10.1.0AA! 10.1.0AA1 10.1.0AA2 10.1.0AA6 10.1.0AA? 10.1.0AA" 10.1.0AA@ 10.1.0AAA 10.1.!777 10.1.!770 10.1.!77! 10.1.!771 !A.@.!771 .e,osits A.!" 07.!A 00.!" 02.6@ 02.@" 0@.?2 !6.@" 17.07 !6."@ 10.?? !A.AA 27.07 22.@! 6!."7 66.0" Ad&ances 0A.61 !2.6@ 11.66 10.16 !".@1 1!.@7 !2."A !@.?6 !".@! !A.@! 17.67 12.0" 20."7 2@.07 2A.@1 Total t#rn o&er !@.@7 12.@" 22.?! 26.A1 2!."7 60.22 67.?? 6@."6 61.?7 ?0.71 ?7.2A "2.!" @?.6! 077.@7 076.77
CPD SEGMENT Ceposits 4dvances E.cluding staff loan 60.@1 ".A1 !.20 0@.A0 ".A! 6.@! !2.6! 0!.@@ A.02
AGR SEGMENT Ceposits 4dvances 1.6" 00.?" 2.06 0!.A? 1.0A 00.0@
( E - SEGMENT
Ceposits 4dvances
01.1@ 00.?"
0@.16 00.0@
STA"" STRENGTH :fficers 4ward 'taff 'ub 'taff Total !7 67 !0 A0 0" 27 0? "1 0? 20 0" "2
he following table shows the performance of the Branch relating to personnel segment advances. PERSONNEL SEGMENT A.2AN(ES NAME O" O""-(ER -N (HARGE B<'INE''G %E&5:&(4N+E
Partic#lars MAR(H %99$ MAR(H %99% MAR(H %99/ A'G'ST %99/ MAR(H %990
F ASHA LATHA
B#d et
666.62 6A.A6
CI&E+ 3:<'ING ;:4N' EC<+4 II:N ;:4N' +:N'<(E& (:& G4GE : 3E&' : 4;
:ther facilities are available in this Branch they are 0* +urrency system available !* ;ocker system are available 1* 4 ( facility are available N4' opened on 2EsepE71 2* 5ully computeri-ed in 0A.07.7! 6* %ackage masterG the Bank acts like a package master that means the other Banks are opened 4 current 4Bc. in this branch because this Branch is a currency chest branch and clearing is conducted here. ?* +learing conductG +learing of local inter Bank che8ues "* :n behalf Govt. the Bank is collecting the receipts and making payment to Govt. depts. @* Issue of stamp paper.
<orkin Ho#rs of the Branch (onday to 5riday H 07 4.( to !.17 %.( E.tended BBs. 3ours 1 %.( to 2 %.( 'aturday EE 07.17 4.( to 0!.17 %.( E.tended Business hours 0!.17 %.( to 0.77 %.( E.tended BBs hours let applicable to Govt treasury transactions. 'unday H 3oliday T-ME NORMS "OR .-"" <OR! 0* %4I(EN :5 +3E=<E H 6E07 (IN< E' !* I''<ING +3E=<E' B::>' H @E07 (IN< E' 1* :%ENING :5 4++:<N H 07E06 (IN< E' 2* I''<E :5 CC H 07E06 (IN< E' 6* %4I(EN :5 CC H07E06 (IN< E' ?* &E+EI% :5 +4'3 H 5:& 077 %IE+E' :5 94&I:<' C:(IN4 I:N H 1E07 (IN< ' "* &4N'4+ I:N 4 I((ECI4 E;I E;;E& +:<N E& H <% : @777BE
6."@
01.1@
02."7
0A."@
!0.67
!6.77
6.@A
".17
".76
".?7
@.77
07.77
he following table shows the 4chievement of the branch in last 2 years from 10B1B77 to 71E72
)-n
5rom the above tables we may know that the achievement of the branch in Ceposits and advances and profit from 10E1E77 to 5eb/71.
D'<&9EI/ means in depth study of any sub#ect and collecting inner e.pressions of respondents for the purpose of knowing their attitude about which survey is conducted. +ustomers are faced with problems while dealing with banks therefore to study their problems 8uestionnaire was prepared and given to selected customers. 5or an in depth study of the problems faced by the public while dealing with the bank a 8uestionnaire was given to the customer. he entire area covered by survey is classified into different parts are their customers are selected on random sample basis and are given a format of 8uestionnaire and are re8uested to fill it and return to us. he survey has been successfully carried out and survey is covered over some customers of the bank, respondents were distributed and their relationship. he data collected during survey has been analy-ed using statistical tools like averaging percentages etc. he test survey covered over "6 customers covering a range with different standards on the basis of education and their occupation was selected for an e.amination. In all 67 desirable replies have been taken for analysis to serve ob#ectives of the survey. .ata is collected form % so#rces they are 0. %rimary data !. 'econdary data.
67 L above 7? 0!M 5rom the above table, it is clear that more number of customers belong to the age group of between !6E67. hus, there is need to e.tend the credit facility to the persons belonging to the age group of between 0@E!6. !. he following table shows the distribution of respondent on the basis of their se. and marital status. Ta4le @ %
No of res,ondents Male married Male #nmarred Total "emale married "emale #nmarried Total
67 M
1! @?M
6 02M
1" "2M
07 "?M
1 !2M
06 !?M
1. he followings table shows the occupation of the respondents received there in. TABLE:/ Sl.No 0 ! 1 2 6 ? Occ#,ation 'tudent %rofessionals %/'EG Employees BBs 3ouse wife otal No of Res,ondents 0 ! !A 6 00 ! 67 Percenta e !M 2M 6@M 07M !!M 2M 077M
4bove analysis relating to the occupation of the respondents. It is clear that ma#ority account holders are %/'EG advances holders when compared to professional and business peoples. 'ince they deal with dayEtoEday transactions and more benefited.
Ta4le @ 0 Sl.No 0 ! 1 2 Res,ondents H#alification '';+ %<+ Cegree :thers otal No of res,ondents 01 06 0@ 2 67 Percenta e !?M 17M 1?M @M 077M
4bove analysis relating to account holders education, it is clear that ma#ority of 4Bc holder are degree holders compared to other group and have been operating their account efficiencies and without any difficulty. 6. +ustomer 'erviceG he following table shows +<' :(E& 'E&9I+E IN %/'EG B&4N+3 )'.B.(* Ta4le @ 1 Sl.No 0 Partic#lar %rompt in putting 8es 2? No 2 Total 67
A! 26
@ 6
077M 67
authorities %ercentage A7M 07M 077M 5rom the above table it shows that A!M of the customers are receiving %rompt 'ervice at the counter. 5rom the above table, it is revealed that ma#ority of the respondents are satisfied with the Bank 'ervice. ?. 5ollowing table shows the general attitude of clients towards the Bank Ta4le @ *
Partic#lars (o#rteo#s A (o o,erati&e A -n different A
67M !71
2?M
2M
&egarding general attitude of the clients towards the %/'EG Branch. 'urvey revealed that 67M respondents e.pressed as courteous, where as 2?M of respondents e.pressed as co operative, where as 2?M of respondents e.pressed as indifferent. It can be clearly under stood that ma#ority of the respondents said that the general attitude of the clients towards the Bank are courteous.
SUMMARY OF OBSERVATION
6. +ustomers are satisfied with the service rendered by the %/'EG Branch. ?. %/'EG Branch charges considerable rate of interest for %/'EG loan overall it is charging a considerable rate of interest. ". : hrough advertisement media and friends %/'EG is came to be know to people.
CHAPTER VII
PROBLEMS
SPECIFIC PROBLEMS IN CUSTOMERS SERVICE
0.Celay and inaccuracy in putting through transaction. !.In ade8uate and delay in correspondence 1.Cealer facility and <N healthy decisionEmaking. 2.4bsence of the mentally Ciscipline. 6.5act of uniformity Bank charges. ?.No satisfaction with loan amount. he customers were satisfied with the service rendered by bank in general. he customer were not very clear about their demand, nor they had clear ideas of their problems and definite in their suggestion for solving their problems. problems faced by them were listed and the same was posted to the Bank. he
PROBLEMS
0.-ntrod#ction increase a ne6 a5c (any of the people who do not have accounts or who have opened accounts find difficulty in providing proper instruction at the time of :Bs and running their accounts !. Pass 4ook and statements It is general feelings that the passbooks rendered are not returned immediately and are retraction some pre te.ts to be the returned center on.
/. Standin s instr#ctions 'tandings instructions in some cases are not carried out in the time. Nor such instruction carried out in time. Nor such instruction carried out informed to the depositor 2. Celay in 4ccepting Instrument here is delay in accepting che8ues rendered at the counter and acknowledgement receipts delayed. 1.(laims settlement It is also felt that claims settlement at the bank is not mutual.
%. Pass Book and Statement he delay is normally due to improper timings in tendering. he same for recording certain transaction like recording che8ue for cash payments and releasing credits for issue of drafts, clearings che8ues presented little times for pass books writing during business hours. 4nd the customers normally find it convenient to visit the bank to carry out these transactions during the business hours.
CHAPTER I+ APPENDI+
(ONS'MER H'EST-ONNA-RE "ROMF P.MAHESH SH-MOGA Cear 'ir, 'ubG &e8uest to fill the 8uestionnaires.
: ' 4 E B4N> :5
(I':&E %/'EG B&4N+3,, '3I(:G4. I am also taking up the customer survey to elicit information and opinions regarding financial assistance to %,'EG by '.B.(. %/'EG B&4N+3. 'o I re8uest your coEoperation in filing the 8uestionnaire, which, I have given to you. %lease take few minutes to file the appropriate answer. I will be grateful to you for the above help. he data collected will be used for academic purpose only. hanking you. Iours faithfully %.(43E'3 BENE"-(-AR8 H'EST-ONNA-RE $. PERSONAL .ETA-LS )Tick ri ht mark 6here e&er a,,lica4le+ 4. N4(EG B. 4GEG
!6E67 ) *
67 L 4bove ) *
(arried ) * <nmarried ) * C. :ccupationG 'tudent ) * %rofessional ) * %/'EG ) * Employee ) * Business )* E. Income )%.(* 0777 H 6777 ) * 4bove 07777 ) * 5. EducationG '';+ CEG&EE ) * ) * %<+ : 3E&' ) * ) * 6777 H 07777 ) * 3ouse wife )*
B. 5rom whom you have heard about the %/'EG branchP Ies ) * No ) *
C. In which bank you have bank 4Bc. '.B.( ) * '.B.I ) * +4N4&4 B4N> ) : 3E&' ) * *
+. General attitude of concern to client +ourteous ) * Indifferent ) * C. ;ack of counseling Ies ) * No ) * +oEoperative ) *
B-BL-OGRAPH8
1. THEORY OF BANKING B.S.RAMAN 2. BANKING THEORY AND PRACTIVE B.S.RAMAN 3. PSEG ADVANCES POLICY GUIDE LINE BOOK, ANNUAL BOOK PUBLISHED BY S.B.M 4. VARIOUS PAMPLETS
CHAPTER CHAPTER !!
&E%:&
CHAPTER CHAPTER !! !!
-NTRO.'(T-ON TO BAN!-NG
IN &:C<+ I:N :&IGIN :5 B4N> 3I' :&I :5 B4N> INCI4N
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