Appendices

 
Appendices

Appendix I

List of Public and Private Sector Banks of the Basis of Total Assets (as on 31st March 2011)

Total Assets Total Assets

Public Sector Banks Private Sector Banks
(in millions) (in millions)

State Bank of India (SBI) 12237360 ICICI Bank Ltd. 4062340

Punjab National Bank 3783250 HDFC Bank Ltd. 2773530
Bank of Baroda 3583970 Axis Bank Ltd. 2427130
Bank of India 3511730 YES Bank 590070
Canara Bank 3360790 The Federal Bank Ltd. 514560
IDBI Ltd. 2533770 Kotak Mahindra Bank Ltd. 508510
Union Bank of India 2359840 The Jammu & Kashmir Bank Ltd. 505080
Central Bank of India 2097570 Indusind Bank Ltd. 456360
Indian Overseas Bank 1787840 ING Vysya Bank Ltd. 390140
UCO Bank 1633980 The South Indian Bank Ltd. 328200
Oriental Bank of Commerce 1613430 The Karnataka Bank Ltd. 316930
Syndicate Bank 1565390 The Karur Vysya Bank Ltd. 282250
Allahabad Bank 1512860 Tamilnad Mercantile Bank Ltd. 161170
Corporation Bank 1435090 City Union Bank Ltd. 145920
Indian Bank 1217180 The Dhanalakshmi Bank Ltd. 142680
Andhra Bank 1089010 The Lakshmi Vilas Bank Ltd. 133010

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 Appendices
 
State Bank of Hyderabad 1066980 The Catholic Syrian Bank Ltd. 98290
United Bank of India 900410 Development Credit Bank Ltd. 73720
Vijaya Bank 816910 Nainital Bank Ltd. 32920
Bank of Maharashtra 764420 The Ratnakar Bank Ltd. 32300
Dena Bank 708380 SBI Commercial & International Bank Ltd. * 6650
Punjab & Sind Bank 685500 The Bank of Rajasthan Ltd. ** 0
State Bank of Patiala 812860
State Bank of Travancore 709770
State Bank of Bikaner & Jaipur 629540
State Bank of Mysore 520320
State Bank of Indore* 0

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 Appendices

Appendix II

Total Number of Bank Branches and ATMs

Number of Branches Number of ATMs

Year Bank Semi- Metro
Urba
Group Rural Urba Polita Total Onsite Offsite Total
n
n n

Public 18221 11163 9505 9127 48,016 6722 6262 12,984

2006
Private 1033 1769 1910 1804 6,516 3309 4350 7,659

Public 18112 11728 10168 9658 49,666 10289 6040 16,329

2007
Private 985 2064 2118 1936 7,103 4258 5541 9,799

Public 18526 12685 11260 10418 52,889 12902 8886 21,788

2008
Private 1031 2368 2417 2159 7,975 5315 6652 11,967

Public 18995 13600 12165 11188 55,948 17379 9898 27,277

2009
Private 1113 2638 2715 2411 8,877 6996 8324 15,320

Public 19567 14595 12920 11743 58,825 23797 16883 40,680

2010
Private 1201 3037 3027 2762 10,027 8603 9844 18,447

Public 20387 15978 13569 12277 62,211 29795 19692 49,487

2011
Private 1311 3814 3315 3162 11,602 10648 13003 23,651

Public 22188 17773 14248 13257 67,466 34012 24181 58,193

2012
Private 1581 4687 3569 3615 13,452 13249 22830 36,079

Public 24124 19554 15080 13903 72,661 40241 29411 69,652

2013
Private 2361 5445 3882 3881 15,569 15236 27865 43,101

Public 27427 21876 16343 14770 80,416 65920 44504 110,424

2014
Private 3725 5948 4148 4213 18,034 17199 31268 48,467

Public 29547 23490 17421 15504 85,962 69902 58909 128,811

2015
Private 4270 6447 4530 4728 19,975 18897 32593 51,490
Source: RBI, various issues

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 Appendices

Appendix III

ATMs per Ten Thousand Saving Accounts

Public Banks Private Banks

Savings Savings
Year Total ATMs/10000 Total ATMs/10000
Accounts Accounts
ATMs Saving A/Cs ATMs Saving A/Cs
(in 0000') (in 0000')

2006
26,162 12,608 0.48 3,201 7,659 2.39
2007
28,364 16,329 0.58 3,454 9,799 2.84
2008
32,041 21,788 0.68 4,346 11,967 2.75
2009
36,600 27,277 0.75 4,758 15,320 3.22
2010
42,012 40,680 0.97 5,100 18,447 3.62
2011
47,038 49,487 1.05 5,784 23,651 4.09
2012
52,103 58,193 1.12 7,734 36,079 4.67
2013
61,184 69,652 1.14 9,356 43,101 4.61
2014
73,480 110,424 1.50 10,751 48,467 4.51
2015
88,389 128,811 1.46 12,057 51,490 4.27
Source: RBI, various issues

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 Appendices

Appendix IV

Region Wise Percentage of ATM per 10000 Savings Accounts

Rural Semi-Urban Urban Metropolitan

Bank
Year
Group Accounts ATMs % Accounts ATMs % Accounts ATMs % Accounts ATMs %

Public
Banks 11,708 4289 37 12,030 10968 91 8,788 13451 153 9,486 11972 126
2010
Private
Banks 442 901 204 1,129 3499 310 1,572 6124 390 1,956 7923 405
Public
Banks 13,747 5872 43 13,874 13278 96 9,944 16186 163 9,473 14151 149
2011
Private
Banks 518 1262 244 1,353 4784 354 1,760 7576 431 2,153 10029 466
Public
Banks 16,037 6673 42 15,803 15135 96 10,568 19213 182 9,696 17172 177
2012
Private
Banks 625 1937 310 1,683 7520 447 1,955 11525 590 3,471 15097 435
Public
Banks 19,472 8552 44 19,177 18445 96 11,862 22518 190 10,673 20137 189
2013
Private
Banks 773 2982 386 2,046 9244 452 2,258 13349 591 4,280 17526 410
Public
Banks 30,186 27401 91 28,464 36481 128 16,115 36139 224 13,625 28644 210
2015
Private
Banks 1,276 4219 331 2,726 11698 429 3,010 14768 491 5,046 20805 412
Source: RBI, various issues

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 Appendices

Appendix V

Average Transactions per Debit Card

Public Sector Banks Private Sector Banks

% No. of Total % No. of Total
No .of Average No .of Average
Transactions Transactions Transactions Transactions
Year outstanding Transaction outstanding Transaction
at at at ATM & at at at ATM &
cards Per Card cards Per Card
ATMs POS POS ATMs POS POS
2012 214589999 96 4 3776451135 18 59888110 89 11 1534319261 26
2013 260557307 95 5 4166944277 16 67294457 85 15 1506438311 22
2014 315974308 94 6 4934319617 16 75209210 83 17 1665002217 22
2015 459626728 93 7 5892793327 13 90787177 80 20 1801829494 20
2016 548501376 91 9 7069380453 13 110279190 75 25 2061247765 19
Source: RBI, various issues

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 Appendices

Appendix VI

Percentage of Debit Cards Issued

Saving Accounts Debit Cards No. of Debit Cards

Years
Public Banks Private Banks Public Banks Private Banks Public Private
2012 521030851 77337286 214589999 59888110 41 77
2013 611840899 93559492 260557307 67294457 43 72
2014 734800214 107505915 315974308 75209210 43 70
2015 883891585 120572232 459626728 90787177 52 75
Source: RBI, various issues

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 Appendices

Appendix VII

Average Number of Savings Accounts per Branch

Rural Semi-Urban Urban Metropolitan

Year No. of No. of No. of No. of
Public Private Public Private Public Private Public Private
Accounts Accounts Accounts Accounts
2006 6639 56 44 10419 61 39 11274 57 43 13688 50 50
2007 7047 58 42 10380 65 35 11270 57 43 13872 48 52
2008 7830 59 41 10991 65 35 12167 54 46 14871 46 54
2009 8880 61 39 11795 66 34 12214 56 44 14618 48 52
2010 9665 62 38 11961 69 31 11996 57 43 15159 53 47
2011 10696 63 37 12231 71 29 12636 58 42 14525 53 47
2012 11178 65 35 12483 71 29 12894 58 42 16915 43 57
2013 11345 71 29 13564 72 28 13682 57 43 18704 41 59
2014 11554 77 23 14713 73 27 14856 56 44 19198 42 58
2015 13206 77 23 16345 74 26 15894 58 42 19460 45 55
Source: RBI, various issues

Faculty of Management Sciences and Liberal Arts 156

 
 Appendices

Appendix VIII

Sector Wise Non-Performing Assets of Public Sector Banks

Public Private
Non-Priority Non-Priority
Priority Sector Public Priority Sector Public
Years Amount Amount Amount Amount Amount Amount
(in % to (in % to (in % to (in % to (in % to (in % to
millions) Total millions) Total millions) Total millions) Total millions) Total millions) Total
2006 223737 54.1 186640 45.1 3405 0.8 22840 29.2 55414 70.8 40.2 0.1
2007 229536 59.5 151580 39.3 4902 1.3 28842 31.2 63525 68.8 27.9 0.0
2008 252867 63.6 141631 35.6 2987 0.8 34185 26.3 95575 73.7 0.1
2009 243180 55.2 192510 43.7 4740 1.1 36400 21.6 131720 78.0 750.0 0.4
2010 308480 53.8 259290 45.3 5240 0.9 47920 27.6 125920 72.4 0.0
2011 412450 58.1 298030 41.9 2780 0.4 48230 26.8 131470 73.2 1530.0 0.8
2012 562000 50.0 593000 50.0 3200 2.9 51000 27.9 132000 72.1 0.0 0.0
2013 669000 42.9 890000 57.1 52000 26.0 148000 74.0 0.0
Source: RBI, various issues

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 Appendices

Appendix IX

NPAs of Scheduled Commercial Banks Recovered through Various Channels

No. of Amount Amount % of
Recovery
Years cases involved (in recovered* Amount
Channles
referred millions) (in millions) Recovered
Lok Adalats 268090 2144000 265000 12.36
2005-06 DRTs 3534 6273000 4735000 75.48
SARFAESI 41180 8517000 3363000 39.49
Lok Adalats 548308 4023000 96000 2.39
2008-09 DRTs 2004 4130000 3348000 81.07
SARFAESI 61760 12067000 3982000 33.00
Lok Adalats 476073 1700000 200000 11.76
2011-12 DRTs 13365 24100000 4100000 17.01
SARFAESI 140991 35300000 10100000 28.61
Lok Adalats 9131199 88700000 4300000 4.85
2014-15 DRTs 171113 378900000 53100000 14.01
SARFAESI 1241086 470500000 115200000 24.48
Source: RBI, various issues

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 Appendices

Appendix X

Questionnaire on Customer Satisfaction

Objective: Data are collected for research work and other than this has no other
purpose. The Information collected from respondents would be kept
confidential.
1. Name__________________________________
2. Age : 21 & Below 22 – 25 26 – 29 30 – 33 34 &
Above
3. Gender: Male Female
4. Educational Qualification:
Below 10th 10th 10+2 Graduate Post Graduate Nil
Others NIL If others, Specify________
5. Occupation:
Salaried Student Self Employed Professional
Others If others, Specify______________________________
6. Annual Income (optional):
Upto ` 50000 50001 - Rs. 100000 ` 100001 - Rs. 150000 `
150001 – 200000 above 200001
7. Address/Place of Residence:
Urban Semi Urban Rural
8. Name of your Bank:_______________________________________
Please rate the following with respect to your experience with your bank:
Strongly
Strongly Agree Agree Neutral Disagree
Disagree
SA A N D SD

Sno Statements SA A N D SD
Effectiveness
1 Courteous and friendly employee behavior
2 Recognition as a valued customer
3 Maintenance of customer confidentiality
4 Fast and efficient services
5 Trained and knowledgeable bank personnel

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 Appendices

6 Bank’s reputation
7 Feeling of security in bank transactions
Access
8 Availability of sufficient number of ATMs
9 User friendly internet and mobile banking facility
10 Short waiting time at the counter
11 Wide bank branch network
12 Adequate customer services & support of the bank
Cost
13 Transparency in fees and other charges
14 Bank’s timely refund facility
Bank has adequate Processing Charges for using the
15
services
Tangibles
Easy access to account statements and various
16
information
17 Clean, pleasant and attractive décor
18 Well dressed and neat appearing employees
19 Equipped with modern technology
Reliability
20 Identifies and correction of errors in service delivery
21 Sincere interest taken by staff in solving the problems
Empathy
22 Convenient operating hours
23 Personal attention paid to customers
24 Consideration to specific needs
25 Effective complaint handling
Overall Satisfaction
26 Say positive things about the bank to other people
Intend to continue being a customer of the bank for a
27
long time to come
Encourage friends and relatives to use the service
28
offered by the bank

Suggestions if any:

___________________________________________________________________

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