Summer Training Report

(This Report on Analysis of the current status of the AXIS BANK with special
reference to Saving Account is submitted towards the partial fulfillment for the
award of M.B.A Degree 2007-2009)

By

Submitted to

Institute for Integrated

Learning in Management

IILM Academy of Higher Learning

35/95 Kumba Marg, Sector 10
Pratap Nagar Sanganer
Jaipur-302033

(October 2008)
INDEX
S.No. Contents
1. Certificate
2. Acknowledgement
3. Preface
4. Objective and Scope of the Project
5. Executive Synopsis
 General Introduction
 Promoters of the Bank
 List of the Board of Directors of the bank
 Mission statements of the UTI Bank
 Core Values of the UTI Bank
 Milestones of the UTI Bank
6. Bank Profile
7. Services Array
8. Bank’s offerings
9. Product offerings
10. Research Methodology
11. Analysis

12. Findings
13. Recommendations
14. Bibliography
15. Appendix
ACKNOWLEDGEMENT

Any work of this magnitude requires the inputs, efforts and encouragement of people
from all sides. In this project report, I have been very fortunate in having received
the active co-operation of many people, whom I would like to humbly thank.

This Summer Report Project would not have been without the support and
assistance of all the specialists working in this area. I would like to take this
opportunity to thank each one of them for the intellectual exchanges, valuable
suggestions, critical reviews and technical assistance.

I take this opportunity to express my sincere gratitude to “AXIS BANK”, AJMER for
providing me with the opportunity to work in their esteemed organization in order to
carry out this project in Marketing Management.

My special thanks are to Mr. Sumit Goyal (Deputy Manager ) ,Mr. Sumit Chaturvedi
(Branch Sales Officer), Mr. Dilip Kumar Bidawatka (Branch Head, UTI Bank
,Ajmer ) , and all the UTI Bank staff for their interest, untiring efforts, unfailing
courtesy, encouragement and cooperation in making a project a success and for
the accomplishment of my research to this stage. It has been an excellent first hand
experience working with “AXIS BANK”, as it gave me a valuable insight into the
banking industry.

I also express my gratitude towards faculty Marketing Management from IILM-AHL,

JAIPUR. I am equally thankful to all those who have helped me directly or indirectly
in successful completion of the project.

There can possibly be no claim to the perfection in the project. In the case I request
to bear with any errors, omissions or discrepancies that may have crept in despite
due care and caution on my part.

PREFACE

A full time professional course like two year Management program demand both
conceptual and practical theory of knowledge. Hence there is a provision of 8
weeks on the job summer training.
During this training period the student learn through his own experience, real
situation of corporate world, and its protocols and to put his/her theoretical
knowledge into practice. This experience is very valuable for the student and
plays a leading as well as vital role in the professional life of the management
student.
The summer training in AXIS BANK was a complete experience in itself, which
has provided me with the understanding, which has become an inseparable part
of my knowledge of management being learned in Management Program. An
opening experience to the concepts of Marketing department helped me in
understanding the concepts that are applied for managing resources in an
organization. This organization since its inception has progressed a lot and is
walking on the guidelines of success.

Implementing and learning the concepts of Marketing in a work place provides an

opportunity to learn practically. I got a chance to apply our theory and acquaint
myself with the functioning of Marketing methodology.

Keeping in view the responsiveness of people and findings, I gathered the data
and information and have drawn up some suggestions that would help to improve
and systematize the “Marketing Procedure and Strategies at Axis Bank”.

Real learning places its worth only when it gives sweet fruits in future. Summer
training is one way to learn at work. I enjoyed the interesting experience and
every part of it.

Objectives, Scope & Limitation

OBJECTIVES:-
The main objective of this project is to measure and to create awareness
about UTI Bank. The project is intended to find:-
  To check the awareness level of the people regarding the UTI Bank
and various facilities provide by it.
 The preference of people regarding bank in opening of their
accounts.
 Where does the UTI Bank stand among other Pvt. Sector Banks in
the Perception of the people?
 Identifying the potential consumer segment for marketing of banking
products.
 What benefits/services attract them most?
 Are we as a system capable of fulfilling their stated and implied needs
which is constantly changing with time?
 To convince potential customers for products & services of UTI
Banks.
 Familiarity among the people regarding the advantage of ATM.
 Preference of the people regarding the facilities by the Bank.

The response was measured and then analyzed, with the held of various
analytical techniques, which were then used to provide various solutions to
the Bank.

SCOPE:-

The project is not just limited to the market awareness of UTI Bank but it
also aims at the business improvement.

The project includes surveys, focus interviews through questionnaires and

schedules in the areas such as:
 Vaishali Nagar
 Shastri Nagar
 Ajay Nagar
 Naya Bazar
 Makhupura Industrial Area
 Kutchery Road

LIMITATIONS:-

1. Survey Timings: We had to survey the shopkeepers & Households

only in the afternoon because this was the time when they were
free to respond sincerely.
2. Lack of interest shown by the respondents resulted in incomplete
responses.
3. Time Period allotted for the project compared to Geographical
area was quite less.
4. Poor and ambiguous responses were there because of some
respondents responded without clearly understanding the
questions. But this was minimized as far as possible because the
interviewer assisted the respondents.
5. Financial constraint: Resources allotted was scarce.

EXECUTIVE SYNOPSIS

About the bank:-

UTI Bank was the first of the new private banks to have begun operations
in 1994, after the Government of India allowed new private banks to be
established. The Bank was promoted jointly by the Administrator of the
specified undertaking of the Unit Trust of India (UTI - I), Life Insurance
Corporation of India (LIC) and General Insurance Corporation Ltd. and its
associates viz. National Insurance Company Ltd., The New India
Assurance Company, The Oriental Insurance Corporation and United
Insurance Company Ltd.

The Bank today is capitalized to the extent of Rs. 278.69 Crores with the
public holding (other than promoters) at 72.28 %.
The Bank's Registered Office is at Ahemdabad and its Central Office is
located at Mumbai. Presently the Bank has a very wide network of more
than 450 branch offices and Extension Counters. The Bank has a network
of over 1891 ATMs providing 24hrs a day banking convenience to its
customers. This is one of the largest ATM networks in the country.

The Bank has strengths in both retail and corporate banking and is
committed to adopting the best industry practices internationally in order to
achieve excellence. Promoters UTI Bank Ltd. has been promoted by the
largest and the best Financial Institution of the country, UTI. The Bank was
set up with a capital of Rs. 115 crore, with UTI contributing Rs. 100 crore,
LIC - Rs. 7.5 crore and GIC and its four subsidiaries contributing Rs. 1.5
crore each.

UTI-Shareholding-27.72%
UTI is the largest mutual fund in India. UTI presently occupies a special
position in Indian capital market. With a servicing and distribution network
of more than 53 branch offices, 320 Chief Representatives and about
90,000 agents, UTI provides the complete range of services to its investors.
Shareholding Patterns - As on 31st March, 2006

Board of Directors

The Bank has 12 members on the Board. Dr. P. J. Nayak is the Chairman
and Managing Director of the Bank.
The members of the Board are:

Dr. P. J. Nayak  Chairman & Managing Director

Shri Surendra Singh Director
Shri N.C. Singhal Director
Shri A.T. Pannir Selvam Director
Shri J.R. Varma Director
Dr. R. H. Patil Director
Smt. Rama Bijapurkar Director
Shri R B L Vaish Director
Shri S. Chatterjee Executive Director (Whole Time
Director)
Shri S B Mathur Director
Shri M V Subbiah Director
Shri Ramesh Ramanathan Director

Mission Statements

Customer Service and Product Innovation tuned to diverse needs

of individual and corporate clientele.
 Continuous technology up gradation while maintaining human
values.
 Progressive globalization and achieving international
standards.
 Efficiency and effectiveness built on ethical practices.

Core Values

1. Customer Satisfaction through

 Providing quality service effectively and efficiently

 Smile, it enhances your face value" is a service quality
stressed on
 Periodic Customer Service Audits

2. Maximization of Stakeholder value

MILESTONES

December 1993 UTI Bank comes into being

Registered office at Ahemdabad
 Head office at Mumbai

First branch of UTI Bank inaugurated at

April 1994 Ahemdabad by Dr. Manmohan Singh, Hon'ble
Finance Minister, and Government of India.

Completes first profitable year in operation

March 1995

Crosses Rs.1000 crore deposit mark

June 1996

UTI Bank goes public with a Rs. 71 crore public

September 1998 issue; Issue over-subscribed 1.2 times, over 1 lakh
retail investors UTI holding reduces to 60.85%

Deposit crosses Rs.3000 crores

March 1999

Cash management services (CMS) launched ,

September 1999 Cobranded credit card launched

Retail and institutional marketing department set-

February 2000 up

Bank adopts Finacle software from Infosys for core

banking

Bank crosses deposit of Rs 5700 crore profits

March 2000 cross
 Rs 50 crore mark for the first time.

Bank launches its Internet banking module,

April 2000 iConnect
Retail loans introduced for the first time by the
Bank

E-commerce initiatives announced

July 2000 Financial Advisory Services offered beginning with
marketing of US 64

Bank becomes fully networked

October 2000

December 2000 Bank opens its 200th ATM. It becomes the 2nd
largest ATM network in the country

Jan 2001 The net profits for the first three-quarters of FY01
declared at Rs 56 Crore

April 2001 Bank declares a profit of Rs 86.12 crore for FY01,

a growth of 69% over the previous year

July 2001 Bank declares a profit of Rs35 crore for the 1Q of

FY02
July 2001 Bank ties up with Govt. of Andhra Pradesh for
collection of commercial tax
September 2001 Private placement of 26% stake in the bank to
CDC Capital Partners, Mauritius
November 2001 The deposit base for the Bank crosses Rs. 10,000
Crore
December 2001 Total Advances cross Rs 5,000 Crore
January 2002 100th branch opens at Tuticorin,Tamilnadu
March 2002 Deposits Cross Rs.12,000 Crore
April 2002 The Bank opens its 500th ATM
May 2002 The Bank announces the net profit of Rs. 134.14
Crores, for the FY01-02
June 2002 UTI Bank launches Visa Electron International
Debit Card
July 2002 ABN Amro Bank ties up with UTI Bank to share
ATM network
August 2002 UTI Bank crosses 100 customer touch points in the
Mumbai region
October 2002 UTI Bank launches 3 ATM galleries at Fort,
Mumbai; Main Branch, Kolkata; Golpark Branch,
Kolkata

December 2002 The Bank ties up with BSNL for the first time for
online payments of Telephone Bills through ATMs
and Internet

January 2003 UTI Bank declares a record net profit of Rs. 131.65
Crore for the first 9 months of FY 2002-03
February 2003 The Bank introduces resident Foreign Currency
(Domestic)Account
 BANK PROFILE

 CONSUMER BANKING:

In consumer banking the bank is offering Savings Account, Current

Account, Fixed Deposit, Lockers, Credit Card, Power 24 and Encash 24.

 RETAIL LOANS:

Power drive, Power home, personal power, loans against Securities,

consumer power are the main offerings of the Bank.

 CORPORATE BANKING:

Under this Bank is offering Current Account, CMS, advisory service, Fixed
Deposit, Lending/financing, Trade Services, Bill Discounting, Salary Power,
Merchant Banking.

 TREASURY MANAGEMENT:

Forex Desk, International Banking, Money Market Desk, Constituent SGL

facility, Deposit Rate and Newsletter are the main offerings.

 CAPITAL MARKETS:

In this the Bank Offers Depository Service, Debenture trusteeship, Broker

Financing issue management, M&A advisory, IPO funding, RBI Bands,
Mutual Funds, E-broking.

 BILL PAYMENTS:

Bill Archiving, Security issues are the main offerings.

SERVICES ARRAY:-

Providing you with the latest and up-to-date products and services is what
UTI Bank pride itself upon. With the right tools from UTI Bank, you can step
into a tension free environment, where your investments realize their
optimum value. Listed below are the services that UTI Bank empowers you
with:-

BASIC SERVICES:-

1. SAVINGS ACCOUNT: - As a UTI bank Savings Account holder, you

complete safety, healthy growth and easy access to your money. Our
dynamic Savings Accounts offers a range of features such as:-

 Interest paid on a quarterly basis.

 Free international Debit Card, Tele-banking, & iConnect ATM,
Internet Banking.
 Multi-city `At Par` cheque book for all savings account holders.
 Free Anywhere Banking facility.
 Auto sweep facility to transfer excess balances into high interest
earning term deposits.
 Our network of 470 offices and over 2000 ATMs to ensure that your
money can be easily accessible.
 Quarterly statements delivered at your doorstep free of cost.

SPECIAL SAVINGS ACCOUNTS FOR:-

 Students.
 Trusts/NGO’s/Societies.
 Senior Citizens.
 Demat Account holders.
2. SALARY POWER: - The UTI Bank Salary Power account provides
you with an all India salary credit solutions from a single location and
also comes with a host of facilities that give your employees the
complete range of banking services. Over and above the Savings
Account features this product also offers:-

 Negotiable Monthly Average Quarterly Balance(MABQ)

 Free Demand Drafts.
 Overdrafts and loans.
 Priority Banking for selects employees.
 Power Salute, a special salary account for the defense
forces.
 Pension Account for Senior Citizens under EPFO offering
a host of facilities for convenient banking

3. RESIDENT FOREIGN CURRENCY ACCOUNT: - The Resident

Foreign Currency (Domestic) Account from UTI Bank provides
resident Indians an attractive option to park the unspent portion of
foreign exchange received through remittances, thus enabling you to
hedge against foreign exchange risk.

4. TERM DEPOSITS: - UTI Bank offers a range of options like

reinvestment plan, monthly income, and quarterly income scheme,
 ranging in duration from15 days to 10 years that enable you to put
your savings to work in a manner of your choice.

5. ENCASH-24:- The UTI Bank Encash-24 is a dynamic two-in-one

account that combines the liquidity of a Savings Account with the high
returns of a Fixed Deposit, Amounts above Rs.10000 is multiples of
Rs.5000 is automatically swept into a fixed deposit. In case you need
to with draw funds in excess of Rs.10000.00, your fixed deposit will
be broken in multiples of Rs.1000 on a First-In-Last-Out basis,
thereby ensuring liquidity of your funds as well as higher returns.

6. RECURING DEPOSITS: - The UTI Bank Recurring Deposit is an

attractive option for people looking to save fixed sums of money on a
monthly basis. With interest rates identical to fixed deposits, these
deposits can be opened for a minimum period of 6 months and in
multiples of 3 months thereafter up to maximum of 120 months. And
all this is without any TDS deductions.

7. DEMAT ACCOUNT: - The UTI Bank Demat Account offers you a

safe and convenient way to manage your share portfolio with a range
of facilities such as demand of securities, transfer of securities,
pledging of securities, and freezing and refreezing of securities lying
in the account.
 HOW TO OPEN A DEMAT ACCOUNT?

 Fill Account opening form available with the bank and hand over the
duly filled form with introduction documents to the bank.
 Sign the agreement with the Bank (The agreement will state rights &
obligations of both the parties). It would also contain the fee structure
the bank.

 The Bank would now give you the & ID Quo; Client Details and RD
quo; no. once your depository account is opened. This & ID quo; no.
along with the Bank & RS Quos & ID quo; DP ID & RD Quo; no forms
a unique combination. Both these no’s should be quoted in all your
future correspondence with the bank/NSDL/Issuing Company/The
Bank & RS Quos registrar & transfer agent.

 The bank would give your pre-printed instructions for various

depository services viz., dematerialization, delivery instruction for
trades, etc. Preserve these carefully.

 The bank would give you a various list of deadlines for giving
instructions for various depository activities viz., transfer for effecting
sale, purchase etc. If not, check with the bank.

Can a sole holder of the Share Certificates add one more name as a joint
holder at the time of dematerializing the Share Certificates?

No. However, if the investor wants to transfer the ownership from his
individual name to a joint name, he should first open an account as the sole
holder (Account and dematerialize the Share Certificates. He should then
open another depository account (Account B) in which he is the first holder
and the other person is the second holder and make an off market transfer
of the shares from the account A to Account B. The investor will incur a
charge on this transaction. Alternatively, the certificates can be transferred
to the joint ownership and then sent for dematerialization.

HOW TO BUY DEMATERIALISED SHARES?

i) You can purchase the share in the 4 exchanges where the bank is
listed, through a broker of your choice and make payment to your
broker. Make sure you tell your broker you want only in Demat
shares.
ii) Broker arranges payment to clearing corporation/Clearing house of
the Stock Exchange.
iii) Broker receives credit in his clearing account with his DP on the
payout day. He can immediately transfer these securities to your
depository account, provided your account is already active.
iv) You give instruction to the bank for receiving credit in your
depository account. If you have separate instructions to receive
credits, no separate instruction for receiving credit will be required.
v) If the instructions match, your account with the bank would be
credited.

WHAT DOES ONE DO WHEN THE ADDRESS CHANGES?

In case of any change in demographic details provided in the account
opening form, you can contact the bank. The bank would ensure the
change is updated for all the holdings credited in your account.

8. EASY ACCESS THROUGH OUR CHANNELS: - Your UTI Bank

account is accessible through a number of channels. A fast growing
network of over 1000 ATMs backs up an ever-increasing nation-wide
network of 206 offices. And to top it all, you can also bank over the
phone or through the internet.

9. ATMs: - Our network of over 1000ATMs ensures that you are never
too far from your bank. The ATM enables you to withdraw and
deposit cash and cheques, check your balance, print mini account
statements, transfer funds between your own accounts, pay your
utility bills (for select centers) and even refill your prepaid mobile
card.

10. I-CONNECT: - With the UTI Bank iConnect internet banking

facility your bank is just a click away. From the comfort of your Demat
holdings, transfer funds, make bill payments, place online requests
for new cheque books, review term deposits, etc.
In Addition, iConnect enables you to conduct Online Trading. Mutual
Fund purchases and Online Shopping. You can also make payments
to services such as Insurance, Electricity, Telephone and mobile
services across the country.
11. CORPORATE I-CONNECT: - To suit the fast-paced and
dynamic needs of its corporate customers, UTI Bank Offers
Corporate iConnect. Apart from all the above mentioned features of
iConnect out Corporate iConnect also offers multiple user IDs to allow
a number of users to access the facility at the same time, separate
powers of entry and authorization of transactions online updating of
bulk transactions such as credit of staff salaries.

12. 24 HOURS TELE BANKING: - With UTI Bank’s Tele banking

service, you can access your Account from your telephone anytime
you want. And unlike most banks, UTI Bank’s Tele-banking service
allows you to access your account from any city across the country
with the same T-PIN. All you need to know is the local telebanking
number of that city. This facility is currently available to our customers
at more than 100 branches spanning 39 cities.

SPECIAL SERVICES

13. AT PAR CHEQUE FACILITY: - By offering the multi-city

Cheque facility free to all Savings Accounts Holders, UTI Bank has
created history in Indian banking. Now all your cheques, whether
local or outstation, would be given the same treatment as a local
cheque at any centre where UTI Bank has a branch. So you will no
longer have to incur any costs or delays associated with outstation
cheque collections nor would you have to about procuring a Demand
Draft to avoid the same. This facility also enables you to operate your
 account even if you relocate to another city, where UTI Bank has a
branch, without having to shift your account.

14. INTERNATIONAL DEBIT CARD: - With your Savings Account

you get the UTI Bank International Debit Card, absolutely free of cost.
This Card gives you access to your Savings Account at all UTI Bank
ATMs across the country as well as at all ATMs across the world that
the VISA enabled, allowing you to withdraw up to Rs.40000.00 per
day. It also saves you the expenses of a credit card because it
enables you to make payments at all VISA enabled Merchant
Establishments that have electronic swipe terminals.

The UTI Bank international Debit Card comes with the added security of
a photo-signature card plus comprehensive insurance cover like Zero
lost card liability, purchase protection up to Rs.50000.00 and personal
accident insurance cover uptoRs.2.0 lakhs.

15. PRIORITY BANKING: -Priority Banking service offers you a

host of banking, investment and lifestyle privileges, which will enrich
your banking experience. As a priority banking customer, you will
have a dedicated Relationship Manager catering to all your banking
needs. These include special Privileges such as free pick-up and
drop of cheques and cash, fortnightly account statement, free
passbook updates and many more. You could also avail our
complimentary Financial Advisory Services, to help you with all your
investment needs and decisions.
 16. TRAVEL CURRENCY CARD: - When you travel abroad,
whether on a business or for leisure, the UTI Bank Travel Currency
Card ensures you an easy and secure way to make payments.
Accepted at over 840000VISA/plus worldwide, it allows you to travel
light and shop to your heart’s content. Besides, it gives you flexible
option on the unutilized balance on your Card. And to make it even
more convenient for you, the Travel Currency Card is available at all
UTI Bank Branches and full-fledged moneychangers (FFMC). So,
pick your Travel Currency Card and make your trip absolutely worry
free.

17. FINANCIAL ADVISORY SERVICES: - It also offers you

complete finance solutions. Through its Financial Advisory Services
UTI Bank understand your investment requirements and design tailor-
made financial solutions for you.

Beyond merely advising you, it also helps you invest in a variety of

instruments including:-

 Mutual Funds
 RBI Bonds(Taxable and Tax Free)
 Bonds of Financial Institutions.
 Capital Gain Tax Saving Bonds.
 UTI Bank Fixed Deposits.
 Insurance (Proposed).

18. NRI SERVICES: - At UTI Bank we realize that as an NRI your

banking needs is special. And in keeping with this philosophy, we
 offers our valued NRI Customers a plethora or services customized to
their needs, such as:-

Normal Current Account QAB Rs.10000

Business Advantage QAB Rs.25000
Business Classic QAB Rs.1 lakh
Business Privilege QAB Rs.5 lakhs

(QAB-Quarterly Average Balance requirement)

19. CASH MANAGEMENT SERVICES:- Through our Cash

Management Services, we bring you a wide array of collection and
payment services for improved liquidity through faster access to your
funds and total control on your funds and total control on your and
movements through customized MIS reports. Our Cash Management
service solutions include:-

20 POWER LOANS: - UTI Bank Power loans bring everything within

your reach. With products like Personal Loans, Educational Loans,
Home Loans and Vehicle Loans you can get that piece of jeweler
your wife always wants, that perfect house, ensure your kids the
best education and just about anything you have dreamed of.

With UTI Bank, everyday banking becomes an absolutely hassle-free

experience for you. Because we use the latest technologies to constantly
innovate on our services and products.
 BANK OFFERINGS

UTI Bank offers you simple reinvestment Fixed Deposits (At a very
competitive interest rates), which can be opened with a minimum
investment of Rs.10000. You can make additions to your deposit in
multiples of Rs.1000 each. The tenure of your Deposit must be at least 6
months.

1. REINVESTMENT OF DEPOSITS:

In a reinvestment deposit, the interest accrued to your deposit at the end of

each quarter is invested along with the principle. The tenure of your deposit
must be a minimum of 6 months. At the end of each quarter, the interest
and the principal both are rolled over, and the interest is calculated on the
total sum. Income Tax is deducted at source.

2. AUTOMATIC ROLLOVER:
As a fixed deposit holder, you can avail facility of automatic rollovers on
maturity (for both the principle and interest). You can select this option in
the Account Opening Document (AOD). The options available are:-

3. ROLLOVER ONLY PRINCIPLE:

Only the principle amount will be rolled over. The interest will be either
credited to your designated account or paid out.
4. ROLLOVER PRINCIPLE AND INTEREST ACCRUED IN
REINVESTMENT DEPOSIT:

This wills rollover both the deposit and the interest accrued for the same
tenure at the interest rate applicable on the maturity date. On or before the
maturity date, you can make the following changes in the rollover
instructions of the deposit:-

 Change in tenure
 Change in maturity instructions
 Change in payment instructions.
 Change in Principle (Only reduced amount)
 Change rollover of principle to rollover to Principle+interest, or
vice versa.

5. WITHDRAWALS:-

All encashment or withdrawals of Fixed Deposits can be made at the

branch where the deposit was booked.
 6. RECURING DEPOSIT: -

The object or recurring deposits is to provide a person with an opportunity

to build up his savings through regular monthly deposits of fixed sum over a
fixed period of time.

PRODUCT OFFERINGS

1. REMIT TO INDIA

Most secure, simplest, fastest and inexpensive way to send money to India.
It is the first and only internet based Remittance Service approved by the
Reserve Bank of India. Remit to India is brought to you in association with
UTI Bank. The technology platform for the service has been developed by
times of money, while UTI Bank undertakes the activity of money transfer.
Remit to India has been developed with the intention of addressing some of
the basic problems faced by you as an NRI while sending money to your
loved ones in India:-
 Simple: Remit to India is the only door to door service available for
remitting money to India. You can log in from the comfort of your
office or home, and complete the transaction. The money is delivered
directly to the door of your beneficiary via a locally payable Demand
Draft.
  Secure: Remit to India is the first and only internet based fund
transfer service approved the the Reserve Bank of India. Times of
Money come with proud percentage of the Times of India group and
Citigroup, in partnership with UTI Bank, one of the most respected
names in banking in India. The website has been designed in
accordance with the highest global standards of security including
SSL encryption for data transmission, and extensive firewalls to
protect your information stored with us.
 Inexpensive: Remit to India is priced at $15 per transaction, making
it your most affordable mechanism to remit money to India. There are
no hidden costs or fine print - $15 is all it will cost you, end to end.
You pay no extra charges for transferring funds from your bank in
USA to the beneficiary’s doorstep, or courier or DD Charges In India.
 Online Tracking:-You can follow your remittance online on your
“Transaction History” or just check your mailbox for e-mails updating
your on every step of your transaction.
 Personalized Message:- You can include a special personalized
message to your beneficiary with every remittance, free of cost
 Enriched features:-You can maintain an address book of all your
beneficiaries, and refer to them with familiar nicknames while making
remittances in their favor.

CURRENT ACCOUNT

At UTI Bank, we are committed to creating an easy and comfortable

banking environment for your business. We realize that different
businesses need different solutions according to their size, nature and
scale of operations. We also understand what you need to add impetus to
your business. Our Range of Current Account comes geared to answer all
kinds of Business requirements. Each of our current accounts has been
Customized to ensure efficient manager, quick transfers and instant
availability of your funds across our network.

UTI Bank brings four different kinds of current accounts for different types
of business:-

a) Normal Current Account

b) Business Advantage Account
c) Business Classic Account
d) Business Privilege Account

Select the one that best suits your business requirements. UTI Bank
Current Accounts come equipped with the following features to give
maximum value for your money.

 Anywhere Banking: Our Current Account allows you to bank from

more than 200 branches and extension counters. You can deposit
cash, withdraw cash, deposit cheques, and issue “At Par” Cheques at
any of our branches. So bank at your own convenience!
 Instant Fund Transfer: You can transfer Funds Instantly between
any of our Branches. Funds Transfers can be effected online, right
from your desktop, though our Internet banking services.

 Internet Banking: UTI Bank presents corporate iConnect – unique

net banking platform for its current account customers. Available with
multiple user ids, depending on your needs. Access your account at
any time of the day from anywhere you are. You can transfer funds to
your own accounts or to a third party account within UTI Bank.
Corporate iConnect also permits transaction initiation by one user
and approval by another. You can also execute bulk payments like
salary and commission across UTI Bank network, right from your
desktop.

 At Par (Multicity) Chequebook: Enjoy the benefits of multicity

chequebook with UTI Bank’s current Accounts. You can issue
cheque payable at par at all our branches across the country.
Your cheques will be treated as local cheques at more than 89
centers across India.
 Cash/Cheque Pick-up Service: Cash and cheque pick-up
service shall be made available to all current account
customers at applicable charges; only at the Home Branch
location.

 Free ATM/Debit Card:- With every Current Account (for

proprietary and partnership concerns), you can avail up to 2
 free ATM cum Debit Cards, which allow you round the clock
access to your account from any of our 850 ATMs all over the
country. You can withdraw up to Rs.40000 a day.

 Free monthly account Statement

NORMAL CURRENT ACCOUNT

At an Average Quarterly Balance of Rs.10000 this account takes you into

the all new world of banking.

1. At Par Cheque Facility: Enjoy the benefits of payable at par’

chequebook at very nominal charges. Issue cheques payable at par
at more than 89 locations in the country.

2. Intercity Cash Deposit Facility: Deposit cash up to Rs.50000 per

day at a remote branch for instant credit into your account

3. Intercity Cash Withdrawal facility: Free cash withdrawal up to

Rs.50000 per day at a remote branch.
 4. Local Cheque Deposit Facility: Deposit cheques at any UTI Bank
Branch and get the Credit into your Account.

5. Demand Drafts: Avail Demand Drafts at very nominal Charges. You

can take demand drafts on more than 80 UTI Bank locations and a
wide network correspondent bank locations.

6. Cheque Pick-up Service: - You can also request for a cheque pick-
up facility from your office/home.

BUSINESS ADVANTAGE ACCOUNT

As your business grows, so do your banking requirements. And, you need

an account that can keep pace with your growth. Business Advantage
Account, at an average quarterly balance of Rs.25000 is just right for you.

1. At Par Cheque Facility: Issue cheques payable at par at more than

89 locations in the country. Free up to Rs.25 lakhs per month. At
nominal charges beyond free limit.

2. Pay Orders: Avail of free Pay Orders (to be issued from the Home
Branch only).

3. Intercity Cash Deposit Facility: Deposit cash up to Rs.75000 per

day at a remote branch for instant credit into your account.
 4. Intercity Cash Withdrawal Facility: Free cash withdrawal up to
Rs.75000 per day at a remote branch. At nominal charges beyond
free limit.

5. Demand Drafts: Free Demand Drafts at 16 RBI centers. You can

also take demand drafts payable at other UTI Bank location and a
wide network of correspondent bank locations.(to be issued from
Home Branch only)

6. Free Outstation Cheque Collection on UTI bank network with faster

realization Only out of pocket expenses to be recovered.
7. Free Fund Transfer facility between RBI centers.
8. Cash /Cheque pick-up Services: You can also request for cash /
cheque pick-up from your office/home.
BUSINESS CLASSIC ACCOUNT

Business Classic Account from UTI bank help you co-ordinate your
finances perfectly with total control on your funds. So enjoy the power. All
at an average Quarterly Balance Requirement of Rs 1 lakh.

Average Quarterly Balance Requirement Rs 1 lakh

 Free At Par Cheque Facility across 16 RBI centers:-Free up to Rs 1.5

crores per month for At Par cheques issued at non –RBI centers.

 Free Pay Orders: Avail of free Pay Orders (to be issued from the
Home Branch only).
  Intercity Cash Deposit Facility: Deposit cash up to Rs 1 lakh per day
at a remote branch for instant credit into your account.

 Intercity Cash withdrawal Facility: Free cash withdrawal up to Rs 1

lakh per day at a remote branch. At nominal charges beyond free
limit.
 Local Cheque Deposit Facility : deposit cheques at a remote branch
and get the credit into your account within 2 days (or as per local
clearing ).Enjoy this facility free of charges at RBI centers and free up
to Rs 1.5 crores at non-RBI centers.

 Free Demand Drafts across all UTI Bank branch location:-Very

nominal charges for demand drafts on correspondent bank location.

 Free Outstation Collection on UTI Bank network with faster

realization:-Only out of pocket expenses to be recovered.
BUSINESS PRIVILEGE ACCOUNT

Enjoy the host of Privileges with our Business Privilege Account. If you can
maintain
Average Quarterly Balance Requirement Rs 5 lakh

 Free Demand Drafts and pay orders at all UTI Bank

locations.

 Free at Par Cheque facility at all RBI centers. Free Local Cheque
Collection facility at all RBI centers
  Free Intercity Cash Cash Deposit and withdrawal up to Rs.1 lakh
each per day at a remote branch.

 Free unlimited Fund Transfer across UTI Bank locations all over the
Country.

 Free Outstation Collection on UTI Bank network with faster

realization: - Only out of pocket expenses to be recovered.

 Demand drafts at correspondent bank locations available at very

nominal charges.

 No Cheque Book issue charges

 No. Outward Return Charges.

 Cash/Cheque Pick-up Service: - You can also request for

cash/cheque pick-up from your office/home.

 Cheque Protection Facility up to Rs.10000.00

RBI Centers

Ahemdabad, Bangaluru, Bhubaneshwar, Bhopal, Chandigarh, Chennai,

Guwahati, Hyderabad, Jaipur, Kanpur, Kolkata, Mumbai, Nagpur, New
Delhi, Patna and Trivandrum.

Home Branch
 The branch where the account is opened

Remote Branch
All other branches accept the Home Branch

DOCUMENTATION

Mentioned below is the list of documents to be submitted with the

completed duly signed Account Opening Form.

 Basic Common Documentation

 Proof of Identity: PAN Card, Voter-ID-Card, Passport, Driving

License.

 Proof of Address: Latest Telephone Bill/Electricity Bill

 Public/Private Limited Companies

 Certificate of Incorporation & Commencement of Business.

 Memorandum and Articles of Association.

 Board Resolution Authorizing the opening and operation of the

account.

 PAN/Gir No. or completed form 60.

 List of Directors with residential addresses.

 Partnership Firms

 Partnership Deed & Registration Certificate.

 Shop & Establishment Certificate

 Letter from partners approving the persons concerned to open and

operate the account.

 Proprietorship Concerns

 Certificate from State Govt./Statutory Body/Trade License/Sales Tax

Certificate/Shop & Establishment certificate

 Letter of proprietorship, duly signed by the proprietor in his/her

individual capacity (with a rubber stamp).

 Hindu Undivided family

 Letter of HUF duly signed by Karta and all Co-parceners.

 PAN/GIR No. or completed Form 60

 Names of Karta and Co-parceners with residential addresses

 Latest Pass port size photographs of all the authorized signatories.

 Trusts

 Copy of the trust deed

 Copy of the registration certificate

 Copy of the resolution by the trustees authorizing the members

concerned to open and operate the account.

 List of trustees with residential Addresses.

 Photographs of the members operating the account

 Associations/Clubs

 Bye-laws of association/club
 Certificate of Registration.
 Copy of the resolution by the Board authorizing the members
concerned to open and operate the account.
SALARY POWER:- At UTI Bank, we know how important employee
satisfaction is for an organization to grow to its full potential, In keeping with
our Endeavour to provide you with a complete solution that makes your
employees happy and therefore, more productive, we offer you the Salary
Power Scheme.

UTI Bank’s Salary Power comes with a host of facilities that give your
employees the complete gamut of banking services (including overdrafts,
loans and zero balance requirements) on a preferential basis. Now only is it
a convenient way for the employer to manage salaries (across various
centers, through our centralized database), the employee also benefits
from a range of value added benefits.
SPECIAL SALARY POWER SCHEME:

Salient Features:-

 Balance Requirement: No minimum balance.

 Anywhere Banking: Available across the country.

 Cheque Books: Free and with no restriction on no. of cheques.

 Multi-city At par Cheque Book

 International Debit cum ATM Card:-Free, even to the joint holder.

 Personal Accident Insurance Cover of up to Rs.2 lacks per

Cardholder.

 Cash Withdrawal of up to Rs.40000.00 daily.

 Purchase protection.
 Accepted in India at over 4500 ATMs and 56000 merchant
establishments, also at 800000 ATMs and 12 million merchant
establishments worldwide.

 Computerized Statements:-
 Free on a quarterly basis.
 Free monthly statements on e-mail.

 Joint Account Facility: Available.

 Flexible Encash Deposits*: Available subject to terms and conditions.
 Internet Banking: Available as iConnect with enhanced features like
free bill payments (e.g. electricity bills) and electronic payment of
premiums (LIC-Insurance Premium) at select centers.

 Telebanking: Free (Available for 24 hours at select centers).

 Overdraft facility: Upton 50% of net salary at Personal Loan Rates.

 Demand Drafts: Free Demand Drafts drawn on UTI Bank Branches.

 Outstation Cheques: Free collection, out-of-pocket expenses.

 Instant Credit of up to Rs.15000.00 on normal charges.

 Demat Account: Account opening charges waived for all employees.

 Loan against Demat shares at competitive Commercial Rates.

 Financial Advisory Services: Free with daily electronic updates.

 Power Loans
 Power Homes-Housing Loans.
 Personal Power – Personal Loans.
 Study Power – Educational Loans
 Power Drive – Vehicle Loans.

 Power 24: Facility of ATM cum Debit Cards on overdraft accounts.

METHODOLOGY

The Methodology adopted is classified as follows:-

PROCESS

1. Designing of questionnaire
2. Sampling
3. Analysis of findings.
4. Recommendations/suggestions

RESEARCH METHODOLOGY
My Basic aim was to judge the existing awareness and interest among the
ATM customers regarding its use as well as to create the awareness of the
ATM, so the collection of secondary data was restricted to some
information from the Internet and the bank itself.

So, I relied more on the primary information. The methodology adopted

was:-

1. Questionnaire:- Keeping in view the objectives and limitation of the

entire project, I designed a questionnaire which was the blend of
open ended, close ended, dichotomous questions which successfully
depicted what I intended to know. The questionnaire with minor
changes was finalized and due care was given that the instrument
measures what it intend to measure.
Due consideration was given regarding the language of the
questionnaire and ambiguity was avoided as far as possible. Doubled
Barreled questions were also avoided. A sincere attempt was also made to
keep away all kinds of biases that could affect the results.

2. Sampling: Stratified random sampling was what I went for. The focus
was no both the service and the business class so the choice of
selection of population, constituted people from City, Market Places,
Colonies and Apartments.

3. Field Work: - After the completion of questionnaire preparation and

sampling what I was supposed to do was the field work. To collect the
primary data, I made use of schedules (Filled the questionnaire in my
 own handwriting) as many respondents showed their resistance from
filling up the questionnaire by themselves.

As the objective of the project was the measuring and creating of the ATMs
awareness among the Jaipurites so the hiding of the organization in which I
worked was not that necessary, but at the same time I saw to it that no
important information and the response of the customers is overlooked.

4. Data analysis: - The questionnaire was analyzed separately and

a master sheet was prepared so as to reach to efficient and the
true results.

5. Data presentation: - Emphasis is given on the diagrammatic

representation rather than on words.

6. Sample design: - The entire population of Ajmer.

7. Frame: - All the present and the potential customers of private sector.

8. Sample Unit:-
a) Vaishali Nagar 300
b) Shastri Nagar 300
c) Ajay Nagar 300
d) Naya Bazar 300
e) Makhupura Ind. Area 300
f) Kutchery Road 300
 Total 1800

ANALYSIS

VAISHALI NAGAR AREA

Sample Size: - 300 respondents

69% of the respondents have a saving account while 31% do not have it.
84%people were aware of ATM while 16% have not heard about ATM. Out
of these 84% most of them were aware of the common facilities provided
by ATM. 30% of the total respondents have been provided ATM facilities by
their bank.

Percentage of Respondents having Savings Account

 No
31%

Yes
No

Yes
69%

Those who are given ATM facility, use it rarely. The reason being their
preference to cash transaction or no ready access to it. The expected
facilities considered by most of the respondents were any time banking,
courteous service and fast collection of outstation cheques. People are
aware that the UTI Bank provides most of these facilities that could be
provided by any Bank.

Awareness of ATM among the Respondents of Vaishali Nagar

90 84
80
70
60
50
40
30
20 16

10
0
Aware Not Aware

While opening saving account 53% prefer the scheme of minimum balance
of Rs 5000 (quarterly average ) while the rest (47%) prefer the scheme of
minimum quarterly average balance of Rs. 500 with fixed deposit of Rs.
200000. Most of the respondents were satisfied with the services of their
respective banks. 9% people were interested in opening their saving
account in any of the private sector bank.
 Preferred Schemes by the Respondents of Vaishali Nagar while
opening their Savings Account

Scheme 1 Scheme 2
53% 47%

Scheme 2 Scheme 1
 SHASTRI -NAGAR AREA
Sample Size: - 300 respondents

55% of the respondents have a saving account while 45% do not have it.
29%people were aware of ATM while 71% have not heard about ATM.
Those who knew about ATM were aware of ATM facility particularly
anytime, anywhere banking, easy deposit and withdrawal of cash.

Percentage of Respondents having Savings Account

No
45%
Yes
55%

Yes No
Out of those who are given ATM facility, 67% use it sometime or the other
37% are not using the ATM facility it because of the lack of knowledge
preference of transaction at cash counters and not easy accessibility. The
expected facilities considered by most of the respondents were any time
banking, courteous service and fast collection of outstation cheques.

Awareness of ATM among the Respondents of Shastri Nagar

80
71
70
60
50
40
29
30
20
10
0
Aware Not Aware
 ATM Facility provided by their Banks (Shastri Nagar)

60 57

50
43
40

30

20

10

0
Yes No

Most of the respondents were satisfied with the services of their respective
banks. No one is interested in opening their saving account in any of the
private sector bank
 Preferred Schemes by the Respondents of Shastri Nagar while
opening their Savings Account

While opening saving account 35% prefer the scheme of minimum balance
of Rs 5000 (quarterly average) while the rest (65%) prefer the scheme of
minimum quarterly average balance of Rs 500with fixed deposit of Rs
200000.

Scheme 1
35%

Scheme 2
65%

Scheme 2 Scheme 1
 AJAY NAGAR AREA
Sample Size: - 300 respondents

71% of the respondents have a saving account while 29% do not have it.
Most of the people are aware of ATM and most of the facilities provided by
the ATM, specially the easy deposit withdrawal of cash and balance
checking and inquiry.

Percentage of Respondents having Savings Account

No
29%

Yes
71%

Yes No
83% of the total respondents have been provided ATM facility while 17%
people are not getting ATM facility by their bank. The expected facilities
considered by most of the respondents were any time banking, courteous
service and fast collection of outstation cheques.

ATM Facility provided by their Bank (Ajay Nagar)

90 83
80
70
60
50
40
30
20 17

10
0
Yes No

Most of the people are aware of the facilities provided by the UTI bank.
While opening saving account 35% prefer the scheme of minimum balance
of Rs 5000 (quarterly average) while the rest (65%) prefer the scheme of
minimum quarterly average balance of Rs 500with fixed deposit of Rs
200000.
Preferred Schemes by the Respondents of Ajay Nagar while opening
their Savings Account

Scheme 1
19%

Scheme 2
81%

Scheme 1 Scheme 2

NAYA BAZAR AREA

Sample Size: - 300 respondents

39% of the respondents have a saving account while 61% do not have it.
MOST of them are not aware of ATM. 53% of the total respondents have
been provided ATM facility while 47% people are not getting ATM facility by
their bank. Those who are given ATM facility use it rarely. The reason
being their preference to cash transaction or no ready access to it. The
reason of infrequent usage by those who get the ATM facilities is its poor
accessibility, inability to use it properly in the absence of proper guidance.
People preferred anytime banking fast collection of outstation cheque and
courteous services the most. Most of them are aware about the facilities
provided by UTI Bank.

Percentage of Respondents having Savings Account

Yes
39%
No.
61%

No. Yes

While opening saving account 35% prefer the scheme of minimum balance
of Rs 5000 (quarterly average) while the rest (65%) prefer the scheme of
minimum quarterly average balance of Rs 500with fixed deposit of Rs
200000.Most of the respondents were satisfied with the services of their
respective banks. 28% people were interested in opening their saving
account in any of the private sector bank.

ATM Facility provided by their Bank (Naya Bazar)

54
53
53
52
51
50
49
48
47
47
46
45
44
Yes No.

Preferred Schemes by the Respondents of Naya Bazar while opening

their Savings Account
 Scheme 1
7%

Scheme 2
93%

Scheme 1 Scheme 2

MAKHUPURA INDUSTRIAL AREA

Sample Size: - 300 respondents.
93% of the respondents have a saving account while 7% do not have it.
MOST of the people are aware of ATM. Most of them were aware of the
facilities provided by ATM especially the easy deposit, withdrawal of cash,
balance checking and inquiry, anytime anywhere banking.

Percentage of Respondents having Savings Account

No
7%

Yes
93%
Yes No
96% of the total respondents have been provided ATM facility while 4%
people are not getting ATM facility by their bank. Among those who are
getting the ATM facilities, 99% people use it.

ATM Facility provided by their Bank (Makhupura Industrial Area)

120

100 96

80

60

40

20
4
0
Yes No
People prefer the fast collection of outstation cheque and anytime banking.
Most of them are aware that UTI bank provides most of the facilities that
are provided by the other Banks. While opening saving account 7% prefer
the scheme of minimum balance of Rs 5000 (quarterly average ) while the
rest (93%) prefer the scheme of minimum quarterly average balance of Rs
500with fixed deposit of Rs 200000.People faced some problem while
transacting with their banks None of them were interested in opening their
saving account.

Preferred Schemes by the Respondents of Makhupura Industrial Area

while opening their Savings Account

Scheme 1
7%

Scheme 2
93%

Scheme 1 Scheme 2
 KUTCHERY ROAD AREA
Sample Size: - 300 respondents

18% of the respondents have a saving account while 82% do not have it.
MOST of them are not aware of ATM .15% of the total respondents have
been provided ATM facility while 85% people are not getting ATM facility by
their bank. Those who are given ATM facility use it rarely. The reason
being their preference to cash transaction or no ready access to it. The
reason of infrequent usage by those who get the ATM facilities is its poor
accessibility, inability to use it properly in the absence of proper guidance.
People preferred anytime banking fast collection of outstation cheque and
courteous services the most. Most of them are aware about the facilities
provided by UTI Bank.

Percentage of Respondents having Savings Account

Yes
18%

No
82%

Yes No
While opening saving account 35% prefer the scheme of minimum balance
of Rs 5000 (quarterly average) while the rest (65%) prefer the scheme of
minimum quarterly average balance of Rs 500with fixed deposit of Rs
200000. Most of the respondents were satisfied with the services of their
respective banks. 28% people were interested in opening their saving
account in any of the private sector bank.

ATM Facility provided by their Bank (Kutchery Road)

90 85
80
70
60
50
40
30
20 15
10
0
Yes No
Preferred Schemes by the Respondents of Kutchery Road while
opening their Savings Account

Scheme 1
20%

Scheme 2
80%

Scheme 1 Scheme 2
 FINDINGS

OVERALL INFERENCES DRAWN FROM THE SURVEY

SAMPLE SIZE: - 300 each place i.e. 1800 in TOTAL

AREAS COVERED:-

VAISHALI NAGAR
SHASTRI NAGAR
AJAY NAGAR
NAYA BAZAR
MAKHUPURA IND AREA
KUTCHERY ROAD

57% of the respondents have saving account , out of which 4% have their
account in UTI Bank ,15%in SBI, 15% in ICICI,6% in HDFC,while 60% in
other banks like Bank of Baroda, UCO Bank, Bank of Rajasthan ,Central
Bank. 62% of the respondents knew about the ATM facility out of which
19.4% people consider that ATM only means Anytime Anywhere Banking ,
10% as easy deposit and withdrawal of cash , 1.9% as easy deposit of
clearing cheques ,21% were aware of all the facilities while 7.5% were
reluctant to answer. 53.33% of the respondents are provided the ATM
facilities by their Banks. Among them 10.9%people use it weekly, 12.5%
fortnightly, 45.3% monthly while 31.3% people never used it, the reason
being lack knowledge, poor accessibility, preference to cash transaction at
the counter, etc.
Out of 300 respondents 249(83%) knew about the shastri nagar` ATM.
Anytime banking and Fast collection of the Outstation Cheques was ranked
as 1st and 2nd most expected facilities respectively from a bank. While the
least expected was internet Banking. While opening saving account 23.5%
prefer the scheme of minimum balance of Rs 5000 (quarterly average)
while the rest (76.5%) prefer the scheme of minimum quarterly average
balance of Rs 500with fixed deposit of Rs 200000. Though some the
respondent felt that minimum average should be less in both the cases.

GENERAL RECOMMENDATIONS

Attempt to know what customer except:-

 Sufficient marketing research

 Research focused on service quality
 Proper use market research
 Effective interaction between management and customer
 Effective interaction between frontline employees and manager.
 Effective segmentation of the market.
 Focus on relationship rather on transactions
 Action plan for complaint handling.

Deliver to service standards:

 Adequate manpower planning

 Matched supply and demand
 Focus on customer knowledge and training
Select the service design and standards:-

 Systematic new service development process

 Defined service designs
 Alignment in service design and service positioning
 Proper physical evidence and services cape.

Match the performance to the promises made:

 Integrated service marketing communications

 Effective management of customer expectations
 Controlling the over promising
 Adequate and effective internal communication.

Building customer relationship:

 To make customer partner

 For long term commitments
 To enhance the quality service and satisfaction
 Motivate them to complain and suggest
 For individualized services
 To enhance, retain, satisfy and to get customers.
There are many BENEFITS of customer relationship to both the parties i.e.
to customers and to the UTI Bank.

Benefits to the Bank:-

 Increasing purchases
 Lower cost
 Free advertising through word of mouth
 Employee retention

Benefits to the Customer:

 Confidence benefits
 Social benefits
 Special treatment benefits
 Reduce anxiety
 Tailored service
 Points that the Bank should keep in mind while marketing

Service recovery Plan:

Many times due some reasons Bank can have dissatisfied customers. A
few of them complain about the problems.

Bank should take complaints as opportunities and gifts as it give enough

chance for improvement. Bank should have an action plan to respond to
the service failure by showing:-

 Reliability
 Responsiveness
 Empathy
 Assurance
 Tangibility

Service quality management:

The Bank should focus on TQM, which is related to maintaining and

controlling the following elements of service quality.

 Quality of people
 Quality of technology
 Quality control
 Quality of infrastructural facilities
Bank Marketing:

 Understanding the customer

 Satisfying the customer
 Excelling the competition
 Formulating innovative mixes
 Social orientation.

According to the Pyramid:

Bank should take care of both its employees and its customers. Both the
equally importance to the Bank. Both should have effective marketing plan.

Internal Marketing:

This marketing aims towards the employees of the bank. They help in
enabling the promise of the bank. It also involves motivating the employees
of the Bank. They are the who are in direct contact with the customers.
Their satisfaction is very important for the success of the Bank.

External marketing:

This marketing aims towards the potential customers. They help in setting
the promise to the Bank; Bank should identify the changing needs of the
customer and make arrangements for their delight.
Interactive marketing:

It is between employees and customers. It helps in delivering the promise

to the final customers. It stresses on the way the services are delivered to
the customers. Internal marketing and external marketing affect the
interactive marketing. It cannot be seen in isolation. Bank should take all
due care in dealing with the customer.

Marketing intelligence system:

Marketing intelligence system is a set of procedures and sources used to

obtain their everyday information about important developments in the
industry for better decision making to delight the customer. The Bank
manager should be alert and make a day to day scanning of the
environment.

Advertising:

Since, the best advertising is done by satisfied customers so the Bank

should resort to:

 Corporate advertising
 Regional advertising
 Local advertising
PRINT MEDIA

 Newspapers
 Brochures
 Newsletters
 Yellow pages
 Magazines

The Bank could also advertise through local channels, cable networks, etc.
MARKETING MIX:

Traditional Mix:-

 Product Mix
 Price mix
 Promotion mix
 Place mix.

Modern Mix:

 People
 Processes
 Physical attraction
 Public relations
 Personal selling
 Word of mouth publicity
Some of the other required improvements are:-

1. The Bank does not have a proper marketing and advertising channel,
infect this can be major reason that despite having the same kind of
service (even better) it is lagging behind.
2. The Bank is not coming with new creative ideas as the other banks
are doing; ICICI and HDFC are generally seen everyday in the
newspapers with the new scheme.
3. More ATM machines should be employed all over the city because
convenience of location is of course the where the Bank still can take
lead.
4. Lack of staff has overloaded the rest of staff with work. This may
affect the behavior of the staff before the customer. It is very
necessary to have a very cool staff for a bank to be successful.
5. There is a very weak network in Rajasthan having centers in Jaipur,
Jodhpur, Udaipur, and Ajmer only. It needs to be widened as it
becomes very difficult to operate for the customers conveniently.
6. Many a times ATM machines do not work properly. It harms the
Banks image and the satisfaction of the customers. So it should be
checked regularly.

Problem regarding awareness:-

People are not clear about the services that bank is providing. They do not
know about the Internet Banking they do even not know the ATM facility. A
very few have used this facility despite this in there pocket.
Company Matters:-

1. Company policy must be stated very clearly so that the staff can work
in an independent environment.
2. Documentation and other facility should be as less as possible, so
that it can be a real hassle free Banking.
3. There must always be a available for the customer to lodge their
complains and suggestions if any. It may be consider very cautiously.
A proper system must be developed to handle their complaints and
suggestions.
4. Incentives scheme and special packages must motivate the staff. An
efficient and motivated staff can be one of the main reasons for an
organization to be successful.
5. There must be clear duty assignment to each staff members and
related department must be demarcated on each counter so that
there may not be any confusion among the customers and staff in the
bank.
BIBLIOGRAPHY

1. Annual Report, UTI Bank Ltd., 2004

2. Brochures UTI Bank Ltd., 2004

3. Kothari, C.R., Research Methodology, New Delhi, Wishwa

Prakashan, 2000.

4. Luck & Rubin, Marketing Research, New Delhi, Prentice – Hall of

India Private Ltd., 2000

5. Kotler, P., Marketing Management, New Delhi, Prentice Hall of India

Private Ltd., 2000.

6. Ramaswamy & Namakumari, Marketing Management, New Delhi,

Macmillan India Ltd., 2000

7. Lovelock Christopher, Service Marketing, Prentice Hall 2002.

8. Mary Joe Bitner, Services Marketing, 2002.

9. Arens William, Advertising Management, 2002.

 QUESTIONNAIRE

Q1. Do you have any saving Account?

1. Yes 2. No

Q2. If yes, in which Bank?

1. UTI Bank 2. SBI 3. SBBJ
4. HDFC Bank 5. Others__________________

Q3 Have you heard of ATM’s (Automatic Teller Machine)?

1. Yes 2. No

Q4 Are you aware of the following facilities provided by ATM?

A. Anytime anywhere banking
B. Easy deposit and withdrawal of cash
C. Balance checking & Enquiry
D. Easy deposit of clearing cheques

Q5 Does your Bank provide ATM facility to you?

1. Yes 2. No
(If NO skip directly to Question Number 8)
Q6 You use it:-
a. ______times in a week
b. ______times in a fortnight
c. ______times in a month
d. Never
Q7. If no, then why?
a. Lack of knowledge.
b. Access is not easy
c. Prefer cash transaction at the counter
d. Any other________________________

Q8 Could you recall some areas where ATM’s are placed?

a. Vaishali Nagar
b. Shastri Nagar
c. Ajay Nagar
d. Naya Bazar
e. Makhupura Industrial Area
f. Kutchery Road
g. Any other_______________________,

Q9 What facilities you expect from a Bank where you would like your
savings account to be opened?
(Rank then in order of your choice)
a. ATM
b. Anytime Banking
c. Telebanking
d. Internet Banking
e. Fast Collection of outstation cheques
f. Courteous Service

_________________________________________________________
Q10. Which of the following bank you think provide all the above facilities?
a. UTI Bank
b. SBI
c. SBBJ
d. Citi Bank
e. HDFC Bank

Q11. What Problems you face in routine transaction with Bank?

_______________________________________________________
_______________________________________________________

Q12. Would you like any UTI Bank Staff to contact you for opening your
saving bank account with free ATM Card facility?

1. Yes 2. No

Name: _____________________________________________________

Age: ______________________________________________________

Occupation: ________________________________________________

Address: ____________________________________________________

Phone No.:__________________________________________________

Time Convenient to you: _______________________________________