Course Instructor: Mrs.

Amanpreet Kaur Course code: OPR511

Academic Task No.: CA2 Academic Task Title: Organization Marketing

Analysis
Date of Allotment: 22nd Dec, 2020 Date of submission: 30th Dec, 2020

Student’s Roll no: RQ2E56A051 Student’s Reg. No:11910540

Evaluation Parameters: (Parameters on which student is to be evaluated – To be mentioned by
students as specified at the time of assigning the task by the instructor)

Learning Outcomes: With the help of this academic task, I learned about the Bank services.

Declaration:
We declare that this Assignment is my individual work. I have not copied it from any other
student’s work.
Student’s Sign/Name: Jyoti Pathak
Evaluator’s comments (For Instructor’s use only)

General Observations Suggestions for Best part of assignment

Improvement

Evaluator’s Signature and Date:

Marks Obtained: Max. Marks:

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 INDEX

Sr. No. Title Page

No.

1. INTRODUCTION 3

2. WHY DID I CHOOSE THIS SERVICE? 4

3. CATEGORY OF FACILITIES DELIVERED BY PNB BANK 5

4. COMPARE SERVICE QUALITY WITH THAT OFFERED BY THEIR 7

COMPETITORS
5. CHALLENGES 8

6. SERVICE BLUEPRINT 9

7 CONCLUSION 10

INTRODUCTION

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With the establishment of financial liberalization, several foreign and private banks entered the
Indian banking sector, which created a market-based and large-scale competition between the
banks. Banks have to deal with many customers and provide their customers with various kinds
of services; if customers are not satisfied with the services provided by the banks, the economics
as a whole will be affected by them. An unhappy consumer is very expensive and impossible to
restore. Although the competitive environment has become increasingly diverse in current era, it
is a Hercules for loyalty-building organizations because today's customers are spoiled for choice.
Public and private banking has become essential to meet explicit and implicit needs to the best
of their ability.

I chose the PNB bank service intentionally, as I have a bank account, and visit their Satna
branch in Rewa very much (MP). PNB Bank is a public sector bank, as we know. As registered
officer and headquarters in New Delhi, India, Punjab National Bank is headquartered. Punjab
National Bank Offers credit cards, consumer, business, finance and insurance, investment
banking, mortgage credit, private banks, personal capital, wealth management. Wealth
Management. Lala Lajpat Rai founded the Punjab National Bank on 19 May, 1894. The Board
of Funders has been appointed from various regions. The religions and backgrounds of India are
distinct. The shared aim of demonstrating a country that will genuinely support its economic
interests through a central bank. On April 12, 1895, the bank arrived for service.

For over 120 years, it has expanded sharply and serves more than 7,677 well-established clients,
including 5 overseas branches, with 6970 ATMs as of March 2014. Today PNB is one of the
biggest nationalized banks and has managed to provide its customers with cautious and efficient
banking services. To meet the rising aspirations of customers and to succeed in these
challenging environments, the Bank provides a broad variety of goods and services with sound
fundamentals, high franchise value and positive brand identity. The Punjab National Bank, along
with the State Bank of India, ICICI Bank and the Bank of Baroda, is one of the Top Four banks
of India. At the end of FY 2012-13 it is India's third-largest asset bank with a production of
US$6.7 billion. It was the bank Bankers' Almanac ranked 248th largest bank in the country.

WHY DID I CHOOSE THIS SERVICE?

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Very often I visit the PNB Branch, close to Rewa Road Satna Restaurant Maheshwari, and their
fast service really impressed me.

In periods of strong competition, banks do not vary from other customer marketing firms. It has
been essential for service providers and banks, in particular, to understand what the customers'
needs are and how these customer desires can be successfully fulfilled. The only difference left
before banks to attract, maintain and work with the customers is superior quality by the service
provider during those days when product and price gaps are flouted. High-quality service allows
an organization to differentiate itself from its competition, to achieve lasting competitive
advantages and efficiency.

Banks will be fitted with new facilities. The workers of the banks will look smooth. Visually
rewarding is the physical infrastructure in the exemplary banks. The PNB bank ATMs are well
designed technologically. In the excellent bank, visually pleasing are tangible materials (such as
pamphlets or statements) associated with the operation. This bank's ATM's are ample in
numbers and facilities. This bank's Internet banking facilities are popular across a broader
variety. The first time, the banks are acting on this operation. If banks promise to do something
at any point in time, they will. Excellent banks show sincerity in fixing the issue if customers
have a difficulty. At the time when they find it possible, the banks will make their resources
available. Free proceedings continue to be misunderstood.

Bank workers will notify customers when exactly the service is going to be executed. Bank
workers can provide customers with quick service. Bank staff still look forward to serving
clients. Bank workers are never too busy to respond to inquiries from customers. Customers are
cool with the actions & actions of workers at banks. Bank consumers feel secure in their
purchases and transactions. Bank employees and staff are still kind and kind to clients as they
offer services to them.

The first benefit for the bank client is how easily they get their dilemma solved. And this branch
is the most important approach for any query recipient, the query is for deposits, loans etc. The
division is tidy and well run.

For eg, if you want to open an account, you also have a segregated desk for cash withdrawal, and
deposits have other desks, they too have a fixed deposit, car and bike loans desk and they have a

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desk for demand, where you can also g This branch is quite common amongst people because of
the variety of services that it has provided.

CATEGORY OF FACILITIES DELIVERED BY PNB BANK

A variety of products and services are offered by PNB Bank including: -

1. Saving Account: - In order to serve their varied banking needs, Punjab National Bank
provides different savings bank accounts. Punjab National bank saving accounts have an
interest rate of 4% a year if the balance in the account is above Rs. 50 Lkhs. Punjab NB
provides savings accounts particularly tailored for premium clients, security workers,
senior citizens, minors, women, etc. The interest rate given is 3.5% per annum for
balance sheets up to Rs. 50 lakhs. In two modes – online and offline – Punjab National
Bank helps its customers to launch a savings bank account. The savings accounts
provided by PNB have been categorized as online and offline.

2. Current Account: - Punjab National Bank provides its customers 2 forms of current
accounts to satisfy their banking criteria. PNB's current account is ideal for regular
transfers between individuals, businesses, HUF and companies

3. Home Loan: - Punjab National Bank offers its customers different types of home loans
to satisfy their requirements for competitive mortgage interest rates, minimal fees and
fees for paperwork. Home credit rates launch at 6.80 percent in Punjab National Bank
(PNB). In PNB housing loans, the maximum volume is Rs. 1 crore. In order to help
individuals fulfill their complex fund needs, PNB proposes many housing credit schemes.
The bank also provides a 0.05% interest discount to women borrowers in addition to
advantages such as longer loan term and swift approvals.

4. Personal Loan: - Three types of personal loans are issued by Punjab National Bank that
resolve customers' pressing financial needs at attractive interest rates. The minimum
credit is Rs. 50000 (can vary). As part of its personal loan services, Punjab National Bank
provides a range of unsecured loan options for various classes of citizens. You can use
the Punjab National Bank's personal loan to meet different personal and professional
needs whether you are a working or permanent defence, or doctor, or pensioner who
fulfills their respective eligibility requirements. The cumulative amount of personal PNB
loan eligible for use is Rs.

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 15 lakh and is reimbursed for 12 to 84 months period.

5. Two-Wheeler Loan: - PNB helps fund a two-wheeler loan at competitive interest rates
for the general public as well as for women. Rs. 10,000 & Rs. 8,000 should be the
required net monthly salary of the population at large and women.

6. Car Loan: - With 2 forms of auto loans at competitive rates, Punjab National Bank
supports financing a car for its customers. The payment period depends on the type of
vehicle and the type of car credit preferred by the customer.

7. Education Loan: - PNB provides its consumers in leading institutions in India and
abroad different kinds of educational loans. The user can pay fees, of course, buy books,
hostel fees, tests, etc. with the use of a PNB educational loan.

8. Gold Loan: - The Punjab National Bank is offering the maximum loan amount of RS. 10
lakh for Gold Jewelry/Ornaments and Gold Coins. PNB Gold is dependent on the
farming and non-farming purposes of the loan.

9. Fixed Deposit: - Punjab National Bank provides its customers separate fixed deposit
schemes to deposit surplus capital for higher returns. For the period of 7 days to 10 years,
the interest rate varies from 5% to 6.75%.

10. Recurring Deposit: - For a period of 6 to 120 months the Punjab National Bank provides
its customers many recurring deposit schemes. In the event of a not depositing pending
installments, consumers would have to pay the interest fee.

11. Credit Card: - PNB provides 6 types of cards to meet its customers' preferences in
various categories, including flying, dining, shopping and other activities. These cards
encourage consumers to receive a variety of loyalty points, cashback, etc.

12. Debit Card: - Punjab National Bank provides different types of debit cards to satisfy its
customers' financial requirements. These debit cards are tailored to ensure that cashless
transfers are easy and help access accounts funds.

13. Balance Enquiry: - Customers of Punjab National Bank can use net banking, telephone
banking, SMS, ATM, and even the 24 – 7 customer service numbers to enquire.

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 14. Mini Statement: - Customers can use the PNB mini account facility to check on their
last 10 transactions through net banks, mobile banking, SMS, ATM.

COMPARE SERVICE QUALITY WITH THAT OFFERED BY

THEIR COMPETITORS

There are several PNB Bank competitors, including ICICI Bank, HDFC, Axis Bank, Induslnd
Bank, Kotak Mahindra, Dena Bank, IDBI Bank Ltd and Bank of Baroda Bank. They are all very
much interested in Satna but you can find that PNB has a greater client base in contrast with its
rivals because of the quality of services offered by the PNB bank.

1. Many branches in Satna do not even have a car park, but the branch of PNB has a
dedicated parking lot that represents their customer service.

2. PNB Bank functions in a highly automated environment in terms of information

technology and communications networks. The bank's two branches have internet
connections, which allows the bank to offer its clients fast money transactions.
Connections through the branch network and automated distributor are now available for
supermarket customers (ATMs).

3. The bank offers its strategies with long-term financial stability. This is achieved by
supplying life and pension benefits.

4. Quick operation separates this branch from other branches of the bank.

5. The dedication of the PNB Bank employee to addressing issues varies from that of the
other divisions of banks.

6. The bank acknowledges the policyholders' confidence in the bank. The goal is therefore
to track and live up to this faith very carefully.

7. Different facilities within a region offer the competitors a boundary.

8. Automatic computers, now built in your branch for the printing of passbooks, deposit of
cash or withdrawals.

9. Too good, branch's culture or atmosphere.

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 10. Banks pay personal attention to clients.

11. Banks provide flexible business hours for all clients.

12. Bank workers grasp the individual needs of their clients.

CHALLENGES

The competition between banks in order to attract new clients has intensified through financial
liberalization and deregulation. To keep customers happy, every banker tries to provide superior
services. In India, Indian banks are rapidly competing in emergence and popularity. In recent
years, Indian banks have to confront several obstacles. First of all, they contend with their rivals
and, secondly, the traditional banks. Satisfied customers represent the real gain of any
organization, even in times of great competition, that ensures long-term profitability.

The country's fourth-largest balance sheet bank posted a big loss of Rs 9,975 crores in the so-
called just ended financial year 2018-19. A year before this, the bank announced even greater
losses of Rs 12,282 crore. As a result, Rs 37,131 crore earned the Bank's market value. The
assessment is at the rock bottom due to the size of its Rs 7.74 crore balance sheet. The ICICI
Bank, for example, is equal to Rs 7.20 lakh crore, with a Rs 2.72 lakh crore market value. Axis
Bank with Rs 8 lakh crore balance sheet has a Rs 2.08 lakh crore market value.

Private banks in a tough time showed improved ratios of productivity and profitability which
have been mirrored in the price of the business.

The PNB is back on a development path, according to analysts. Indeed, in 2018-19, the troubled
bank improved its progress to 14%. The rise in innovations was in a single digit in the last two
years. Development is currently a major challenge for banks, as corporate lending does not
rebound and the risk factor has now compounded financing for a greenfield initiative. The bank
has increased its coverage levels of NPA (non-performing assets) from 51% to 74% three years
ago. Low cost deposit proportion i.e. In the last three years, the CASA has also greatly changed.
There is also robust growth in retail innovations.

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The incorporation of the technology platform continues to be the biggest obstacle for the merger
of NSE 1,40%, said the Bank's senior executive, even though the fusion partners were chosen by
the government based on IT compatibilities instead of regional synergy.

Another main factor, as has been seen in the past, is that of the harmonization of human resource
problems.In a letter to the shareholders, the Punjab National Bank recommends that self-service
should be intensified and that automation be focuses on improving procedures, personnel and
work places and thus tackle the problems after the coronavirus outbreak.

SERVICE BLUEPRINT

The diagram above illustrates the PNB bank's operation schedule. When we speak about the
bank, it is in operation view of its rivals. Business process engineering BPR programs are
introduced by the Bank to enhance operating performance and customer experience and
contribute to supplying consumers with value-added services.

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 CONCLUSION

The report concludes that response, protection and reliability are core aspects of the quality of
operation of the PNB bank and are closely correlated with the overall service quality. The
reasons that satisfy consumers tend to affect the intangible nature, devotion, attention,
friendliness, attention and courtesy of the service.

The workers are both ready and confident to answer questions in a timely manner. The whole
region is tidy, modern equipment is up-to-date and sophisticated employees are doing well.
Bank customers are satisfied with the element of empathy.

The management knows the benefits of service efficiency. Which includes enhanced customer
satisfaction, strengthened customer engagement, good word of mouth, a decline in workers' s
turnover, decreased costs of service, increased market share, increased performance and greater
financial performance. Superior quality is the only differentiator left before banks in days of
heavy rivalry to attract, assist and collaboration with consumers.

Superior quality of service lets an organization differentiate itself from its competition, gain a
durable competitive edge and improve its profitability. This improves service efficiency and
eventually adds to customer loyalty and satisfaction.

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