A

COMPREHENSIVE PROJECT REPORT

ON

“ANALYZING THE GAP BETWEEN MANAGEMENT

PERCEPTION AND CUSTOMER PERCEPTION WITH
RESPECT TO THE SERVICES OFFERED IN RETAIL
BANKING BY DIFFERENT BANKS”

A Comprehensive Project report submitted in Partial

Fulfillment of requirement of MBA Degree

PROJECT GUIDE:

PROF. Bhavesh Parmar

SUBMITTED BY:

PATEL VIPUL (Enrollment No:-097520592058)

PATEL NISIT (Enrollment No:-097520592054)
MBA (4th semester) 2009-11

Department of Business Management,

Sankalchand Patel College of Engineering, Visnagar
 GUJARAT TECHNOLOGICAL UNIVERSITY, AHMEDABAD.
PREFACE

Retail Banking has always been an integral part of the Banking activities the world over,
but it is only in the recent past that it has gathered special momentum. Though internationally
this revolution started in 80’s with the advent of credit cards followed by other products of retail
financial services, yet, as far as India is concerned, the year 1995 marks the starting point of
Retail Banking Revolution with Foreign Banks and new generation Private Banks taking the
lead. Till 90’s only foreign Banks were the main players in Retail Banking activities.
The paradigm shift in the Indian Banking Sector brought out by deregulation,
liberalization and globalization of the Indian economy and characterized by intense competition
and wafer thin margins has compelled banks to shift focus from Corporate Banking to Retail
Banking and look upon retail banking as a solution to some of their immediate concerns. Only a
few years ago the Retail Banking was scorned by many specialists as too voluminous,
transaction heavy and unprofitable business. Consumer and personal loans were considered
unproductive and were thus discouraged. But things have changed now. Retail Banking has
regained banker’s interest not least because it is the activity where many major banks are making
most of their money but also because of the more recurrent nature of its earnings. Many
European banks that had ventured into wholesale and investment banking activities in a big way
had to pay a heavy price in the recent times. The economic downturn and gloomy capital market
environment has made investment banking lose mush of its shine making many banks to shift
their focus back to Retail Banking.
We therefore choose to do our project on Retail banking within the Banking Industry,
which has seen tremendous changes in the past years, promising great scope in the years to
come.
 ACKNOWLEDGMENT

It is really a matter of pleasure for us to get an opportunity to thank all the persons who
contributed directly or indirectly for the successful completion of the project report,
“Analyzing the Gap between the Management Perception and Customer Perception with
reference to Services offered in Retail Banking”.

First of all we are extremely thankful to our college Department of Business Management,
Sankalchand Patel college of Engineering, Visnagar for providing us with this opportunity
and for all its cooperation and contribution. We also express our gratitude to our Head of
Department Prof. Bhavesh Patel, and are highly thankful to him as our respected project
guide for giving us the encouragement and freedom to conduct our project.

We are also grateful to all our faculty members for their valuable guidance and suggestions
for our entire study.

We would also like to thank the Branch Managers of all the six banks for extending their
valuable time and cooperation to us.
 CONTENT

CHAPTER CONTENTS PAGE NO

Executive summary 1
Introduction 3
CHAPTER.1 Industry profile 4
Introduction 5
Characteristics associated with bank 7
Top ten banks in the world 10
Indian banking sector 11
Retail banking 25
Retail banking product and services 32
CHAPTER.2 Company profile 41
Introduction 42-48
Customer services 49-53
CHAPTER.3 Research methodology 54
Introduction 55-57
CHAPTER.4 Data analysis 58-94
Findings 95-96
Suggestion 97
Bibliography 98
Annexure
 LIST OF TABLES

TABLE TITLE PAGE NO

1 Top ten banks in the world 10
2-3 Courtesy levels of bank’s Personnel/Staff 59-60
4-5 Informed you feel the staff is in solving your queries 61-62
6-7 Personnel are in responding/attending to you 63-64
8-9 “Transaction time” taken in cash withdrawal/deposits 65-66
10-11 Transaction time taken to issue DD/Cheque/Statements 67-68
12-13 Open an account with the bank 69-70
14-15 Bank’s product or service innovation 71-72
16-17 Promptness informed of deposit rates /service charges 73-74
18-19 Entertaining your grievances 75-76
20-21 Grievance redressel system 77-78
22-23 Bank/ branch facility 79-80
24-25 Quality of ATM services 81-82
26-27 Debit card services 83-84
28-29 Credit card services 85-86
30-31 Processing and disbursing loans 87-88
32-33 Interest rates currently being offered 89-90
34-35 Phone/net banking facility 91-92
36-37 Quality of the phone/net banking facility 93-94
 LIST OF CHART

CHART NO. TITLE PAGE NO

1 Courtesy levels of bank’s Personnel/Staff 59
2 Informed you feel the staff is in solving your queries 61
3 Personnel are in responding/attending to you 63
4 “Transaction time” taken in cash withdrawal/deposits 65
5 Transaction time taken to issue DD/Cheque/Statements 67
6 Open an account with the bank 69
7 Bank’s product or service innovation 71
8 Promptness informed of deposit rates /service charges 73
9 Entertaining your grievances 75
10 Grievance redressel system 77
11 Bank/ branch facility 79
12 Quality of ATM services 81
13 Debit card services 83
14 Credit card services 85
15 Processing and disbursing loans 87
16 Interest rates currently being offered 89
17 Phone/net banking facility 91
18 Quality of the phone/net banking facility 93