A project study report
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- Online Trading
- Heritage Ethics of Bank of Baroda
- INITIATIVES Marketing-Initiatives
- Quality-Initiatives
- Products Services ElectronicClearing Services(ECS) This is a unique system under which Bank of Baroda
- Collection Services OutwardBillsforCollection
- TimeBoundCollection
- InwardBillsforCollection
- Bank of Barodas BOB Quick
- Reserve Bank of India
- "One Way National Clearing".
- Under THIS facility customer can
- CHAPTER-3 Research methodology 1.1 Scope of the study
- 1.2 Research Objectives
- Sampling Design: Targeted banks
- 1.4 Data Sources: Primary Data
- 1.6 Research tool : SERVQUAL Analysis.
- Chi-Square test of independence
- CHAPTER-4 DATA ANALYSIS AND INTERPRETATION ANALYSIS OF GENERAL QUESTIONS
State Bank of India offers a wide range of services in the Personal Banking Segment which are indexed here
Online Trading SBI’s value proposition is based on Unmatched Expertise, State-Of-Art Technology And Operational Ease that will redefine the way India trades. State Bank of India in alliance with SBIC Securities Limitedand MotilalOswal Securities Limited offers an online trading account which will let you trade from the comfort of your home or office either through the internet. This service provides you with a 3-in1 account which is an integrated platform of savings bank a/c,demat a/c and an online trading a/c to give you a convenient and paper free trading experience under one roof.
Payment of salaries to employees who will be required to work at different locations is generally a difficult proposition for Employers as a single Banking arrangement cannot be made for all employees. The SBI eZ-Pay card , a prepaid plastic card issued in Indian Rupees in association with VISA international, is the right solution in such cases. Periodical payments like salary, payment of TA/ Medical/ incentives etc. can be loaded on to the card from a single point and the funds are available to the employees immediately. The SBI eZ-Pay card is a Pre-paid ATM-cum-Debit card usable at all VISA-enabled ATMs through PIN and at Merchant establishments/ Point of Sale through PIN/ Signature, in India, Nepal & Bhutan. The cardholder need not visit any Branch to withdraw his money. Balance enquiry can be made either through ATM or through Internet free of charge. Mobile banking services Away from home, bills can be paid or money sent to the loved ones or balance enquiries done anytime 24x7!!! That is what SBI Freedom offers -convenience, simple, secure, anytime and anywhere banking. The service is presently available on java enabled mobile phones over SMS/ GPRS/ WAP as also non java phones with GPRS connection. The service can be availed over the free GPRS facilities offered by various mobile service providers. The services for other non-Java mobile phones under development and will be offered using Unstructured Supplementary Services Data (USSD).
Presenting Gifts to Employees is an integral and unique culture in India. Traditionally, gifts have been given to employees in the form of cash or kind. With the advancement of Banking, Gift Cheques were introduced, allowing the employees to use the money according to their wishes. These cheques, however, are accepted at the issuing bank branches only. The SBI Gift Card, issued in association with VISA International, is one such product which gives the comfort of convenience and wide acceptability.
Gift Card is a Pre-paid Plastic Card supported by Magnetic-strip based technology. It is usable at all VISA enabled Merchant Establishments and POS by signature/ PIN. It is a perfect substitute for Gift Vouchers sold by many retail houses as its use is not restricted to any particular Merchant Establishment/ Point of Sale. SbiYuva Card SBI Yuva Card is an International Debit Card on VISA platform, exclusively designed for vibrant youth of Indiabetween 18-30 years of Age. The card can be used at ATMs for cash withdrawal at all ATMs under bilateral arrangement. It can be used for dining, shopping and traveling at POS/MEs. This Card is available in all our branches free of cost. You can not only draw cash at ATM but also swipe it for. This card is PIN based on ATM and signature based at POS/MEs. This card can ‘be used for e-commerce i.e. for shopping through internet by using VbV (Verified by VISA) certified internet websites. Funds can also be transferred using VISA Monet Transfer facility. Using our ATMs, card holder can also transfer funds to other VISA Debit/ Credit Cards issued by our Bank or any other Bank. Internet banking Simple, fast and convenient - anytime -anywhere - always open. You can now check your account balances, view your account, request for cheque book, drafts, Bankers cheques, stop cheque payment and issue standing instructions. You can also transfer funds to your other accounts at the Branch, request for third party transfers, invest and renew Term Deposits. RBIEFT Inter-bank Electronic Funds Transfer facility of the Reserve Bank of India (RBI - EFT) is available with our branches in the clearing zone of Service Branches at Kolkata, Mumbai ,New Delhi and Chennai. Bank of Baroda 
Bank of BarodaIndia The Bank of Baroda was established in the year 1908 in Baroda. Ever since its inception, the bank has been growing and expanding its branches successfully. At the turn of a century, the bank has its presence in 25 countries across the world. Bank of Baroda has progressively taken a step towards commitment and values by providing uncompromising standards of service to its customers, stakeholders, employees and the like. Heritage & Ethics of Bank of Baroda: The Bank of Baroda was started on 20th July 1908 under the Companies Act of 1887. The initial capital invested was Rs. 10 Lakhs. The Maharaja was none other than SayajiraoGaekwad who, with his visionary insight, planned the beginning of a reputed journey which over the years, came to be known as the Bank of Baroda. It is interesting to note that during the period of 1913 to 1917; almost 87 banks in India succumbed to a financial crisis. However, the Bank of Baroda survived the economic depression by dint of its financial integrity, business prudence and concern uncompromising concern about its customers and clients. This has transcended down to the present ages and has become the motto of the bank. INITIATIVES Marketing-Initiatives The mid-eighties marked the beginning of the shift to a buyers` market. The Bank orchestrated its business strategies around the centrality of the customer. It diversified into areas of merchant banking, housing finance, credit cards and mutual funds. A string of segment specific branches entrenched operations in the profitable markets. Overseas operations were revamped and structural changes intensified in the territories to cater to second generation NRIs. Slowly but surely, the move to become a one stop financial supermarket had been set in motion. Service delivery standards were stipulated. Technology was adopted to add punch. Employees across the board were inculcated with the marketing concept. Aggressive marketing became the new business philosophy. People-Initiatives Bank of Baroda has always had an immense faith in the infinite potential of its people. This has been historically demonstrated in its recruitment practices, developmental initiatives, placement processes and promotion policies. Strategic HR interventions like, according cross border and cross cultural work exposure to its managers, hiring diverse functional specialists to support line functionaries and complementing the technical competencies of its people by imparting conceptual, managerial and leadership skills, gave the Bank competitive advantage. The elaborate man management policies also made the Bank a breeding ground for business leaders. The Bank provided around a dozen CEOs to the industry- men who went on to build other great institutions. People initiatives were blended with IR initiatives to create an effectively harmonious workplace, where everyone prospered. Financial-Initiatives New norms for capital adequacy required new capital management strategies. In 1995 the Bank raised Rs 300 crores through a Bond issue. In 1996 the Bank tapped the capital market with an IPO of Rs 850 crores, despite adverse market conditions prevailing then, the issue was oversubscribed, reflecting the positive public perception of the Bank's fundamental financial strength. Digital-Initiatives Bank of Baroda pioneered the shift from manual operating systems to a computerized work environment. Starting with ledgers, to ledger posting machines, through ALPMs, the Bank graduated to the use of UNIX based systems to Mainframes, to client server based Total Branch Mechanization Systems. Today, the Bank has 1918 computerized branches, covering 70% of its network and 91.64% of its business. Alive to the growing complexities of an intensely competitive marketplace and the mounting expectations of customers fuelled by this competition, the Bank reworked its distribution strategy. It ventured beyond the brick and mortar delivery channel into ATMs and the Omni BOB range of anytime, anywhere electronic channels of PC banking, telephone banking. The e-banking products used state of the art technologies like digital certificates, smart card authentication and secure networking. The new IT strategy, in the process of implementation will see the deployment of Core Banking Systems, Multi Service Transaction Switch, Payment Gateways - all geared to deliver convenience banking. Quality-Initiatives In its relentless striving for quality perfection, the Bank secured the ISO 9001:2000 certifications for 15 branches. By end of the current financial, the Bank is targeting 54 more branches for this quality certification. The-Future Revolutionary and discontinuous changes in the operating environment are a stark reminder that business success is 'impermanent'. The emergence of IT as a major driver for change, has accentuated the need to initiate a major transformation program. The conversion to an IT savvy, market driven bank will be a prerequisite to survival and growth. A major and strategic step in hi-tech, was the establishment of the Integrated Treasury branch, as a forerunner to full-fledged global treasury operations. Towards creating a future Bank of Baroda, the Bank has adopted a revolutionary new business strategy that will be enabled by a revolutionary new IT strategy. Auctioning this strategy will position Bank of Baroda as India's uncontested premier bank. At Bank of Baroda, change is a journey. It has a beginning. There will be no end. It will be a long and difficult march. And the Bank will emerge stronger, more resilient and positioned to become India's first bank of truly global standards. The relocation to the imposing Baroda Corporate Centre, is a true reflection of the Bank's resolve to move ahead of the times. It will not be out of place now, as it stands on the threshold of a digital era, to echo the same sentiments that guided the Bank in its platinum jubilee year - 'a promising future is the sequel to a glorious past'. Products & Services ElectronicClearing Services(ECS) This is a unique system under which Bank of Baroda helps companies and institutions making heavy payments disburse these amounts directly into the bank accounts of the beneficiaries such as account holders, shareholders, investors etc. Key Benefits
BOBCashReach: A tailor made product for customers, that enables faster remittance of funds. A more economic, convenient, smoother mode of operation which can be availed of by a well-supported network of centres. Smoother: Time and money spent on dispatches are saved
Collection Services OutwardBillsforCollection: All branches of Bank of Baroda have the facility of collecting Cheques, Demand Drafts, Interest Warrants, Dividend Warrants, Refund Orders, Clean Bills and Documentary Bills from customers and various centres.. All Cheques and other instruments are collected into properly introduced accounts and sent for collection on the day of receipt from the customers or the next working day. TimeBoundCollection: All branches of Bank of Baroda are prompt in terms of the collections and forwarding of cheques and other instruments. For metro cities, when financial instruments are presented in a branch, the proceeds are credited to the customer's account on the same day in the following week. For state capitals, (and centres with more than 100 branches), amount is credited only after 10 days. If these instruments are not collected within 14 days of lodgement, interest @ 2% per annum over savings bank rate is paid and is credited to the customer's account, without the customer having to claim it. Branches also accept requests for collection of Loan Certificates / FDRs issued by Joint Stock Cos.; prize money of Lottery Tickets, Foreign Currency Notes etc. The bank levies service charges as stipulated from time to time. InwardBillsforCollection: Bills of Exchange, Promissory Notes, Hundi's etc. (Clean / Documentary), payable locally but received from outstation branches / banks / parties are treated as "Inward Bills for Collection". Also, Bills received from Bank of Baroda branches and from other banks, directly from drawers or outstation parties are treated as Usance (??) Bills. BOBQuick: The Funds collected in this offering are credited to the customer's account within a guaranteed period of 7 days. Bank of Baroda's BOB Quick ensures a better collection service, which creates new avenues of income and ensures better investment of funds. All cheques amounting to Rs. 25000/- and above are drawn on select banks and are eligible for "Quick inter station clearing". Rs. 50/- per packet is charged for courier charges with an additional but nominal collection charge. NationalClearingSpecialFacilities: This product is an undertaking by the Reserve Bank of India, for inter city clearing of cheques between the four metropolitan centres of Delhi, Mumbai, Chennai and Calcutta. Key Benefits
Baroda Internet Banking "Baroda Connect" is an internet banking facility introduced as an alternative delivery channel for rendering effective customer service on 24 X 7 basis. It offers unique customized services to both Retail & Corporate customers. Under THIS facility customer can
Under Transaction facility customer can
CHAPTER-3 Research methodology 1.1 Scope of the study: The study would try to throw some insights into the existing services provided by the banks and the gap between the customer expectations, perceptions and the actual state of performance. The results of the study would be able to recognize the lacunae in the system and thus provide key areas where improvement is required for better performance and success ratio. 1.2 Research Objectives: (1) To find out the level of expectation and the level of perception of the customers from the services offered by the banks. (2) To compare the level of perception and expectation of the services offered by the banks. (3) To know which service quality dimension the bank is performing well and in which dimension it needs improvement. (4)To know the preference towards the public sector and private sector banks.
1.4 Data Sources:
It is collected through structured questionnaire by conducting survey. (Direct Interview or telephonic interview)
Internet, journals, books, magazines, etc..... 1.5 Research Design: Our research is Descriptive in nature as the banking industry is well-developed in India and lot of research has already been done in this area. 1.6 Research tool :
SERVQUAL is an instrument for measuring how customers perceive the quality of a service. In the mid-1980s Berry and his colleagues Parasuraman and Zeithaml began to investigate what determines service quality and how it is evaluated by customers. As a result of their study they developed the SERVQUAL instrument for measuring service quality, which initially included 10 service quality dimensions, which were later reduced to the following five: tangibles, reliability, responsiveness, assurance and empathy. This instrument has been widely used by researchers, but still, there are some controversies in its applicability across different service industries. In some studies the five dimensions of the instrument (determinants) have been found to be unstable across different types of services. Therefore, the SERVQUAL tool should be applied very carefully and the set of determinants and attributes used should be adapted to the specific situation.
The test is applied when there are two categorical variables from a single population. It is used to determine whether there is a significant association between the two variables.For example, in an election survey, voters might be classified by gender (male or female) and voting preference (Democrat, Republican, or Independent). We could use a chi-square test for independence to determine whether gender is related to voting preference. This approach consists of four steps: (1) state the hypotheses, (2) formulate an analysis plan, (3) analyze sample data, and (4) interpret results. 1.7 Hypothesis: A chi- square test for independence has been conducted for knowing the relation between the age group and the preference towards the two types of banks.
CHAPTER-4 DATA ANALYSIS AND INTERPRETATION ANALYSIS OF GENERAL QUESTIONS
a ATM services b Internet banking c Mobile banking d Retail banking 
a Oneself b Market research c broker d friends/relatives 
3) Which factors do you consider before opening account or in purchasing new plan in aparticular bank?
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