PROJECT REPORT ON

BANK OF BARODA

SUBMITTED BY:

xxxxxx
ENROLMENT NUMBER # 9xxxx STUDY CENTRE xxxxxxx REGIONAL CENTRE # xxxxxxxx

SUBMITTED TO:

SCHOOL OF MANAGEMENT STUDIES INDIRA GANDHI NATIONAL OPEN UNIVERSITY MAIDAN GARHI NEW DELHI.

CERTIFICATE
THIS IS TO CERTIFY THAT THE PROJECT TITLED

xxxxxxxxxxxxxxxxx

SUBMITTED BY: XXXXXXXXX ENROLMENT NUMBER # xxxxxxx STUDY CENTRE # xxxxx REGIONAL CENTRE # xxxxx PROJECT PROPOSAL NO: xxxxxxx

HAS BEEN COMPLETED UNDER MY GUIDANCE AND I AM SATISFIED WITH THE WORK CARRIED OUT BY HIM. THE WORK IS AN ORIGINAL ONE AND HAS NOT BEEN SUBMITTED EARLIER TO ANY OTHER INSTITUTION FOR FULFILLMENT OF THE REQUIREMENT OF A COURSE OF STUDY.

PROJECT GUIDE:
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ACKNOWLEDGEMENT
In all modesty, this project wouldnt have been worth a deco had it not been for the extremely patients and knowledgeable people who granted me valuable time. I am thankful to my project guide xxxxxxxxxx for all the help extended to me during the compilation of this project report. Sadly, I cant mention all the persons who have given me invaluable help. But my sincere thanks to xxxxxxxxxxxx for his expert advice and invaluable support and for giving me time and guidance.

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BANK OF BARODA Heritage Bank of Baroda (BOB) was established on 20th July 1908 in the princely state of Baroda by the great visionary, Sir Sayajirao Gaekwad III. The founder strongly believed that, " a bank of this nature would prove to be a beneficial agency for lending, transmission and deposit of money and a powerful factor in the development of art, industries and commerce of the state as also of adjoining territories". Unlike other state-owned bank, BOB could maintain its unique identity and established a strong national presence even before independence, to all corners of the country. The Bank was led by eminent personalities and great bankers like Shri V.D. Thakersey, Walchand Hirachand, R.D. Birla, N.M. Chokshi, M.G. Parikh and others. BOB was amongst the first few banks to venture overseas by opening a branch at Mombassa in 1953. Today it has 38 branches and 23 offices of its overseas subsidiaries having presence in 16 overseas countries.

Bank of Baroda has 95 years of glorious performance and an uninterrupted profit record, serving generation after generation around the globe. Board Of Directors Name Designation 1. Shri P.S. Shenoy Chairman & Managing Director 2. Dr. A.K. Khandelwal Executive Director 3. Shri Vinod Rai Nominee of Govt. of India. 4. Mr. Ramesh Chander Nominee of RBI. 5. Shri Piyush Goyal Director 6. Shri B.N. Gulvepatil Director 7. Shri Gurmeet Singh Uberai Director 8. Shri Narayan Ganesh Mhatre Director 9. Shri Prem Prakash Pareek Director 10. Amritlal Sanghvi Director 11. Shri Pradip N. Khandwalla Director

Corporate Offices Head Office Suraj Plaza-1, Sayaji Ganj, Baroda-390005 Ph-(0265)2361852(10lines) Fax-(0265)2362395,2361824,2361806, Central Office Bank Of Baroda Baroda Corporate Centre, Plot No. C-26, Block G, Bandra Kurla Complex, Bandra (East), Mumbai - 400051 Phone : (022) 5698 5000- 04 (PBX) Fax : (022) 5652 3500, 5652 3507,5652 3508, 5652 3509

LITERATURE REVIEW BANKING SYSTEM

Banking system occupies an important place in a nation's economy. A Banking institution is indispensable in a modern society. It plays a pivotal role in the economic development of a country and forms the core of the money market in an advanced country . In India, though the money market is still characterised by the, existence of both the organised and the unorganised segments. Institutions in the organised money market have grown significantly and are playing an increasingly

important role. The unorganised sector, comprising the money-lenders; and indigenous bankers.; caters to the credit reeds of a large number of persons especially in the countryside. Amongst the institutions in the organised

sector of the money market; commercial banks and cooperative banks pave been in existence for the past several decades. The Regional Rural Banks came into existence since the middle of seventies. Thus, with the phenomenal geographical expansion of the commercial banks and the setting up of the Regional Rural Banks during the recent past, the organised sector of money market has penetrated into rural areas as well.

Besides the aforesaid institutions. which mainly serve as sources of short-term credit to industry, trade, commerce and agriculture; variety of specialized financial institutions have been set up in the country to cater to the specific

needs of industry. Agriculture, and Foreign trade. In the field of industrial finance the Industrial Development Bank, India (IDBI), set up in 1964. is the apex bank, which undertakes. asides direct financing of big industrial

projects. Reefing of term an granted by other financial institutions including the commercial banks. There are two prominent all India institutions in this the Industrial Finance Corporation of India Ltd. (IFCI) arid. Industrial Credit arid Investment Corporation of India

(ICICI) besides, the State Financial Corporations (SFCs) and State Industrial development Corporations (SIDCs)

have been set up to meet the, equipment of small and medium scale industries in the respective states. industrial Re-on striation Bank of India (IRBI); bring back to normalcy the industrial units which fall sick. In March 1997 it was renamed as Ind1.lstrial Investment Bank of India and joined the rank of full-fledged development financial institutions. Small Industries Development Bank of India was set up in 1990 as a subsidiary of Industrial Development Bank of India to cater ex-elusively to the requirements of the Small Scale Sector in the country. It was delinquent from IDBI in March 1997, and acquired the status as the apex bank in

the field of financing small scale industries. All these institutions, engaged as they are in the task of

development, are now designated as 'development banks' which are distinct from the traditional commercial banks. Development banking has had its genesis ill the postindependence period in India and has contributed

significantly to the industrial growth of the country during this period. A few specialist development financial

institutions have also been set up in India e.g., Indian Railway Finance Corporation, Power Finance Corporation of India, Tourism Finance Corporation. For financing agriculture and allied activities in the rural areas, though co-operative credit societies and central cooperative banks have been participating since long, banks began their active participation after the nationalization of major banks in 1969. Long and medium-term credit to the agriculturists is being provided by another specialized

institution, namely, the Land Development Banks which have a two-tier structure-Pr1mary Land Development Banks at the district level and State Land Development Banks at the State level. National Bank for Agriculture and Rural Development (NABARD) is the full-fidget apex institution in the field of agriculture and rural development. During 1988 two important financial institutions were

stabilization. National Housing Bank was set up in July 1988 as the banking institution in the field of housing finance.

Discount and Finance House of India Ltd. was established to deal in money market instruments in order to provide liquidity in the money market. Basis these the institutions credit which of are mainly engaged of in the

meeting

needs

various

segments

economy, there are a few other institutions, which are essentially engaged in the business of investing in the corporate. government and semi-government securities and other instruments. They are the insurance institutions-Life Insurance Corporation of India (LIC), General Insurance Corporation of India (GIC) and the Unit Trust of India (un). These institutions mobilise the savings of the people and channeled them into desirable securities. Hence the are called the investing institutions or institutional investors. To facilitate the banking business and to foster the growth o banking habit, two other institutions have been set up. The Deposit Insurance and Credit Guarantee Corporation of India undertaken the twin functions of extending the

insurance cover to the depositors banks and protect the interest of banks by providing guarantees in respect of advances granted by them to small scale industries and the priority and neglected sectors of the economy. The Export Credit Guarantee Corporation (ECGC) provides protection to the banks in respect of risks inherent in financing the export trade. With the setting up and growth of all these institutions, Indian banking and financial system may be

claimed

to

have

the

finest

set-up

comparable

to

any

advanced country as shown in the Chart on the next page.

COMMERCIAL BANKS
Among the banking institutions in the organized sector, the commercial banks are the oldest institutions having a wide network of branches, commanding utmost public confidence and having the lion's share in the total banking operations. Initially, they were established as corporate bodies with share-holdings by private individuals, but subsequently

there has been a drift towards State ownership arid control. Today 27 banks constitute the strong public sector in Indian commercial banking. Up to late sixties, they were mainly engaged in financing organized trade, commerce and industry , but since then, they are actively peculating in financing agriculture, small business and small borrowers also. The commercial banks operating in India fall under a number of sub-categories Ion the basis of ownership and

control of management as is evident from the on the next page. Foreign commercial banks are the branches in India of the joint stock banks incorporated the foreign abroad. trade of These the banks, country,

besides

financing

undertake banking business within the country as well. . Public Sector Banks Public sector .in Indian banking reached its present position three stages-first, the conversion of the

then existing Imperial Bank of India into the State Bank of India in 1955 followed by the establishment of its seven subsidiary banks; second, the national1sation of 14 major commercial banks on July 19, 1969 and last, the

national1sation of 6 more commercial banks on April 15, 1980. One of them -New Bank of India -was later on merged with Punjab National Bank. Thus 27 banks'

constitute Public Sector in Indian Commercial Banking. Differences Banks (1) Though all the 27 public sector banks are corporate bodies, but the statutes under which they were established are different. The State Bank of India was established under the State Bank of India Act, 1955, the subsidiary banks under tl.1e State bank of India (Subsidiary Banks) Act, 1959, and the nationalized banks under the Banking between State Bank and Nationalized

Companies (Acquisition and Transfer of Undertakings) Acts of 1970 &1980. These banks are, therefore, governed by their respective statutes. (2) Initially, cent per cent ownership of the 20 rationalized banks vested in the Government of India, where as the State Bank of India was owned, to a large extent, by the Reserve Bank of India -there was small private ownership the share capital of the State Bank. The subsidiary banks are owned by the State Bank of India. During recent years

State Bank of India and some of the nationalized banks -Oriental Bank of Commerce, Dena Bank, Bank of India have enlarged their capital by issuing shares to the public. The State Bank of India acts as an agent of the Reserve Bank of India, According to Section 45 of the Reserve Bank of India Act, 1934 "the Reserve Bank shall appoint the State Bank as its sole agent at all places in India where it does not have an office or branch of its Banking

Department and there is a branch of the State Bank or branch of a subsidiary bank." The nationalized banks have not been conferred with this privilege of acting as agent of the Reserve Bank. .Since the enforcement of the Banking Laws (Amendment} Act, 1983, the Reserve Bank has been empowered to appoint any nationalized bank to act as its agent at all places in India where it has a branch for the following purposes: (i) paying, receiving, collecting and remitting money.

bullion and securities on behalf of any government in India; and (ii) undertaking and transacting any other business

entrusted by the Reserve Bank from time to time. NEW PRIVATE BANKS Mater the nationalization of major banks in 1969 new banks in the private sector could not be set up in India for more than two decades, though there was no legal bar to that effect. The Narasimhan Committee

on Financial Sector (1991} recommended the establishment of such banks in India. The Reserve Bank of lndia.

therefore, Issued guidelines for the setting up of new private sector banks in India in January, 1993. These guidelines aim at ensuring that the new banks are

financially viable and technologically up-to-date from the start. They are expected so as to to start functioning the in a of

professional

manner,

improve

image

commercial banking system and to win the confidence of the depositing public. The new banks are required to be registered as public limited .companies under the Companies Act, 1956, with initial paid up Capital of Rs. 100 crore. They are to be governed by the provisions of Reserve Bank of India Act and the Banking Regulation Act, 1949 shall comply with the directions issued by the Reserve Bank of India. Ten new private sector banks have been established mainly by the financial Institutions such as UTI. ICICI, IDBI, HDFC. One such bank Times Bank was subsequently another new bank HDFC Bank. In January, 2001. Reserve Bank of India issued fresh Guidelines in this respect, which raised the share capital of such banks to Rs 200 crore and limited the conversion of non-banking financial companies into bank. merged with

RELATION BETWEEN BANKERS AND CUSTOMER DEFINITION OF BANKING If banking company is defined as a company which

transacts the business of banking in India. The banking Regulation Act defines the business of banking by stating the essential functions of a banker , It also states the various engaged other in businesses and a banking certain company businesses may to be be

prohibits

performed by it. The term 'Banking' is defined as "accepting, for the purpose of lending or investment, of deposits of money from the public, repay- able on demand Otherwise, and with drawable by cheque draft, order or otherwise It is thus clear that the underlying principle of the business of banking is that the resources mobilized through the acceptance of deposits must constitute the main stream of funds which are to be utilized for lending or investment purposes. The banker is thus an intermediary and deals With money belonging to the public. A number of other institutions. which also deal With moI1ey. are not designated as banking institutions. because they do not fulfil all the above-mentioned pre-requisites. The

specialized financial institutions. e.g. , Industrial Finance Corporation of India arid State Finance Corporations, are not banks because they do not accept the deposits in the

prescribed manner i.e essence of banking business lies in the two essential functions. Other Businesses permitted for a Banking Company. The Ban in regulation Act specifies other forms of businesses a banking company may be engaged in. According to Section 6, the following business may be undertaken by a banking company: a) The following functions form the bank of a bank's activities and are called its main functions: 1. The borrowing, raising or taking of money; 2. The lending or advancing of money either upon security or without security; 3. The drawing, making accepting, discounting, buying,

collecting and dealing in Bills of exchange, Promissory notes, coupons, drafts. bills of lading; railway receipts, warrants, debentures, and certificates, scripts and other or

instruments

securities

whether

transferable

negotiable or not; 4. The granting and is using of letters of credit, travelers' cheques and circular notes: 5. The buying, selling and dealing in bullion and specie: 6. The buying and selling of foreign exchange including foreign bank notes: The acquiring holding issuing on

commission, underwriting and dealing in stock, funds, shares; debentures, debenture stock, bonds, obligations, securities and investments of all kinds; 7. The purchasing and selling of bonds, scripts and other forms of securities on behalf of constituents or others; 8. The negotiating of loans and advances; 9. The receiving of all kinds of bonds, Scripps or valuables on deposit or for safe custody or otherwise: 10. 11. the providing of safe deposit vaults; and The collecting and transmitting of money and

securities. b) It may act as an agent of the Government, local

authority or person and can carry on agency business but it cannot act as secretary and treasurer of a company, c) It may contract for public and private loans and

negotiate and issue the same. d) It may effect, insure, guarantee, underwrite, participate in managing and carrying out of any issue of State. municipal or other loans or of shares. stock. debenture stock of companies and may lend money for the purpose of any such issue.

e) It may carry on and transact every kind of guarantee and Indemnity business. f) It may manage. sell and realise any property which may come Into its possession in satisfaction of its claims. 13. It may acquire and hold and deal with any property or any right. title or interest in any such property which may form the security for any loan or advance. 14. It may undertake and execute trusts. (i) It may undertake the administration of estates as executor, trustee or otherwise. a) It may establish, support and aid associations,

Institutions, funds, trusts, etc.

for the benefit of its

present or past employees and may grant money for charitable purposes. (k) It may acquire. construct and maintain any building for its own purpose. (l) It may sell. improve. manage. develop. exchange. lease. mortgage, dispose of all or any part of the property and rights of the economy. (m) It may acquire and undertake the whole or any part of the business of any person or company. when such business is of a nature described In Sec. 6(1).

(n) It may do all such things which are Incidental or conducive to the promotion or advancement of the business of the company. (0) It may undertake any other form of business which the Central Government may specify as a of business in which it is lawful for a banking company to engage. The range of services offered differs from bank to bank. depending mainly on the size and type of banks. but the acceptance of deposits from the public and provision of credit form the mainstay of the banking business. The services offered by commercial banks may be classified into (i) services to depositors borrowers for providing credit to them. and (ii) ancillary services. Ancillary Services 1. Performance Guarantees and Financial Guarantees. 2. Safe Custody of Deeds. Securities. 3. Safe Deposit Vault. 4. Purchase and Sale of Securities. 5. Collection of Interest on Securities/Debentures and

Dividend on Shares, Collection of Pension Bills. 6. Remittance of Funds-Bank Drafts, Mail Transfers,

Telegraphic Transfers.

7. Executor and Trustees. 8. Personal Tax Assistance, preparing Income Tax, Sales Tax, Wealth Tax Returns. 9. Investment Facilities-Underwriting, Banker to new issues, Guidance to investment, Stock Exchange assistance. 10. Credit Transfers. 11. Credit Cards. 10. 11. 12. Travelers Cheques and Gift Cheques. Emergency Vouchers. Sale of. Units of Unit Trust of India DEFINITION OF A

CUSTOMER i.e term 'customer' of a bank is not defined by law. Ordinarily, a person who has an account in a bank is considered its customer. Banking experts and the legal judgements in the past however, used to qualify this statement by laying emphasis on the period for which such account had actually been maintained with the bank. In Sir John Paget's view "to constitute a customer there must be some recognisable course or habit of dealing in the nature of regular banking

business." This definition of a customer of a bank lays emphasis on the duration of the dealings between the banker and the customer and is, therefore, called the 'duration theory'. Accord in to this viewpoint a person does riot become a customer of the : banker on the opening of an account. ~e must have been accuse'- to

deal with the banker before he is designated as a customer. An important consideration-which determines a person's status as customer is the nature of his dealings with the banker. It is evident from the above that his dealings with the banker must be relating to the Siness of banking. A banker performs a number of agency functions and tenders various public utility services besides performing essential functions as a banker. A person who does not deal with the banker in regard to the essential functions of the banker, i.e., accepting of deposits and lending of money, but avails of any of the services rendered by the banker. is not called a customer of the banker. For example, any person without a bank account in his name may remit money through a bank draft, encase a cheque received by him from others or deposit his valuables in the Safe Deposit Vaults in the bank or deposit cash in the bank to be credited to the account of the Life Insurance Corporation or any joint stock company issuing new shares. But he will not be called a customer of the banker as his dealings with the banker are not in regard to the essential functions of the banker. Such dealings are considered as casual dealings and are not in the nature of banking business. Thus, to constitute a customer the following essential

requisites Just be fulfilled:

A bank account-savings, current or fixed deposit-must be ( Ripened in his name by making necessary deposit of money, and The dealing between thaker and the customer must be of the nature of banking business. Banker as Agent A banker acts as an agent of his customer and forms a number of agency functions for the convenience of his customers. For example. he buys or sells securities on behalf of his customer collects cheques on his behalf and makes payment of various dues of his customers. e.g.. insurance premium etc. The range of such agency functions has become much wider and the banks are now rendering large number of agency services of diverse nature. For example. some to banks take up have the tax established problems Service of their

Departments customers.

Ancillary Services of a Banker Performing the two essential functions of accepting and lending and investing its funds-that constitute the business of banking, a modem banker renders a number of ancillary services also, The range of these services, as outlined in an earlier chapter. is being enlarged day by day. These

services full under two broad categories-(t1 those which are

rendered to a bank's own customers, and (ii) those which are available to the public in general. These services are of various types and of different nature. Some of them are of specialized nature which necessitate employment of expert staff. In this chapter, we shall with some of the important services rendered a modem banker. REMITTANCE OF FUNDS With a network of furies branches spread over the entire country banks are eminently suitable institutions for the remittance of funds from one place to another. Bank

remittances are safe swift inexpensive and simple. The main instruments for transfer of funds are: (i) Mail transfers. (ii) Telegraphic transfers, (iii) Bank Drafts, and (iv)Traveler cheque TRANSFERS Money can been through mail transfers to any body who has an account in any o r branch of the same bank. For this purpose the sender shall ha to furnish details like the name of the beneficiary, his/her account number, the amount to be transferred and the name of the branch where the account is maintained.

TELEGRAPHIC TRANSFERS To send money urgently banks may be requested for telegraphic transfers on payment of a nominal charge and telegram charges. Such facilities are available at selected branches only. Both mail transfers and telegraphic transfers can also be made payable to a beneficiary on indication. For this

purpose. beneficiary's address is also given. TRAVELLER CHEQUES A traveler cheque is another instrument issued by banks for the remittance of money from one place to another. It is issued for the convenience of the travelling public. When a person wants to travel without taking the risk of carrying cash with him he may avail of the facility of traveler cheques.

MERCHANT BANKING Merchant banking line of activity for India (1) banks. State bank of India has been the first in the country to make a banking in this line. Merchant banking comprises in rendering services of non-banking natural to thc

industrial mid business houses. The merchant banking division of (1) Bank advisor service and assistance to contraction up (industrial and also to existing: units expanding: or diversifying: production. The Merchant Banking Division provides comprehensive service to Its clients.

THE EMBLEM
If you were to look for a symbol that inspires trust, security and confidence in India, all you have to look for is the Bank of Baroda emblem. It is coin-shaped, signifying a financial institution dealing in money and therefore, with people. People engaged in industry - symbolised by the cog wheel. People engaged in agriculture - symbolised by two ears of corn. The upraised palm signifies security. And the motto: "Akshayam te bhavishyati " (Thou shalt forever be prosperous). Which to the farmer suggests plentiful harvests. To

industrialists, industrial growth. To businessmen, a brisker turnover. And to one and all, a better future.

FINANCIAL PERFORMANCE
Key Business Indicators (Rs. In 30.06.2003 31.03.2003

Crore) Total Deposits Total Advances Total Investments Total Assets Operating Profit Net Profit Capital Adequacy Ratio (percentage) Net Non Performing Assets to Net Advances (percentage) Operating profit to working funds (percentage) Business Per Employee (Lacs) 244.8 252.31 2.43 2.24 65,398.41 33,051.66 33,006.84 76,597.68 464.91 244.47 12.65 3.85 66,366.37 35,348.08 30,179.38 76,417.85 1,716.63 772.78 12.65 3.72

Dividend History (percentage) 1998 1999 2000 2001 2002 2003 30 30 40 40 40 60

NETWORK OF BANK OF BARODA Branch Network Metro Urban Semi-Urban Rural Total (Indian) Foreign (Overseas) Total (Global) Controlling Offices Zonal Offices Regional Offices 13 43 Area No of Branches 496 497 539 1,182 2,714 38 2,752

SUBSIDIARIES & JOINT VENTURES

Domestic Subsidiary BOB Housing Finance Ltd. BOB Asset Management Co. Ltd. BOBCARDS Ltd. BOB Capital Markets Ltd. Associate Bank Nainital Bank Ltd.

Overseas Subsidiary BANK OF BARODA Botswana Ltd. BANK OF BARODA Kenya Ltd. BANK OF BARODA Uganda Ltd. BANK OF BARODA Hongkong Ltd. BANK OF BARODA Guyana Inc. BANK OF BARODA UK Ltd..

CITIZENS CHARTERS IN BANK OF BARODA Common Practices Followed by our branches Display business hours. Render courteous services Attend to all customers present in the banking hall at the close of business hours Provide separate Enquiry or May I Help You counter at large branches Offer nomination

facility to all deposit accounts (i.e. account opened in individual capacity) and all safe deposit locker hirers (i.e. individual hirers). Display interest rates for various deposit schemes from time to time Notify change in interest rates on advances Provide details in interest rates on advances Provide details of various deposit schemes / services of the Bank

Issue Demand Drafts, Pay Orders, etc. Display Times - Norms for various banking transactions Pay Interest for delayed credit of outstation cheques, as advised by Reserve Bank of India (RBI) from time to time. Accord immediate credit in respect of outstation and local cheques upto a specified limit subject to certain conditions,

as advised by RBI from time to time Provide complaint / suggestion box in the branch premises Display address of Regional / Zonal as well as Nodal Officer dealing with customer grievances / complaints Redressal of Complaints To enable the customers to voice their grievances or offer suggestions for improvement in customer services.

Customer Day is observed at all the offices of the Bank across the organisation covering branches, Regional / Zonal Offices and Head Office, on 15th of every month (next day, if 15th is a holiday or half-day). During specified hours on this day any customer can meet senior / top executives of the Bank including Chairman & Managing Director without prior appointment. In case of any complaint, the matter may be first brought to the notice of concerned branch manager for immediate redressal. If the complaint is not redressed to the

satisfaction of the customer, the matter may be taken up with the Regional Manager / Zonal Manager concerned. If the complainant still feels unsatisfied with the responses received, he can address his complaint to the Banks Nodal

Officer designated to deal with customers complaints / grievances giving full details of the case. After exhausting all the above machinery / channels, if the customer is not satisfied, he may write to Chairman & Managing Director of the Bank and even after this, not satisfied he is free to take recourse to the following : Directorate of Public Grievances, Govt. of India, Cabinet Secretariat, Ombudsman Sansad located Marg, in New State Delhi. Capitals The Banking RBI

under

Ombudsman Scheme, 2002 The District Consumer Forum under Consumer Protection Act, 1985

OTHER ACHIEVEMENTS Bank's offshore banking unit opened at SEEPZ in Andheri, Mumbai Bank opened its first Offshore Banking Unit (OBU) in India on 21 October 2003. This deemed overseas branch is the 3rd Offshore Banking Unit (OBU) of Bank in its worldwide offshore banking network. The Offshore Banking Unit will focus on dealing in major foreign currencies and will

provide Single point solution for all financial needs of units located in special economic zones, 100% EOU,

Corporates and NRI customers. Solutions for currency risk/hedging loan portfolios or cash flow mismatches Wide range of high-yield deposit/investments products for foreign currency savings.

Fitch assign highest rating "AAA" to Bank's Bonds Programme Fitch has assigned "AAA(ind)" (Triple A ind) rating to the proposed Rs.600 Crore Tier II bonds programme of Bank of Baroda. The AAA (ind) rating indicates highest safety for the investors. They are assigned only in case of

exceptionally strong capacity for timely payment of financial commitments. The FITCH has observed that in the case of BOB this capacity is unlikely to be adversely affected by foreseeable events. Further, the Fitch has assigned AAA (ind) (Triple A ind) rating to the Rs. 1200 Crore Tier II bonds of the Bank currently outstanding. The deposit programme of the Bank has also been rated as tAAA (ind). The tAAA (ind) rating indicates highest credit quality and denotes that the protection factors are very high. The short-term debt programme has also been rated F1+(ind) which shows the strongest capacity for timely repayment of the financial commitments The ratings take into account BOB's important position in the Indian financial system, implicit sovereign support, widespread branch network, steady improvement in core

banking operations, an improved asset quality, consistent growth position, in low cost deposit base, comfortable and liquidity in

satisfactory

capitalisation

initiatives

business process re-engineering and also in information technology infrastructure of the bank. The FITCH has

observed that the BOB has since focused on upgrading skill sets of its employees, including hiring of specialists at salaries superior to the Banks own pay structure, which is probably a first among government banks. The Bank is raising Rs.600 crores (Rs.300 crores with green shoe option of Rs.300 crores) towards tier II capital by issue of unsecured subordinated bonds through private placement basically for augmenting the Capital Adequacy Ratio (CAR) which is 12.65% as of 31 st March 2003. The current CAR of the Bank is well over the statutory

requirement of 9%.

INTERNATIONAL BANKING
Bank of Baroda (BOB) opened its first branch abroad in Mombasa, Kenya in 1953. Since then BOB has come a long way in expanding its international network and today it is a leading International Bank from India having significant international presence with a network of -61- branches (including of subsidiaries/ joint ventures) in -16- countries spread over all the time zones over the Globe. BOB is thus " Round the clock around the Globe Bank". It is further in the process of identifying/ opening more overseas centers for increasing its global presence. Money Centre Branches Six branches at London, New York, Brussels, OBU Mauritius, OBU Nassau and Dubai are our Money Centre Branches Correspondent Links This international network is augmented by the

correspondent links with more than 500 leading Banks in every country around the world over.

Indian network The international network is supported by a large Indian network through International Business Branches, Non

Resident Indian Branches, 116 Authorised Forex Branches and more than 2500 other branches. Being the second largest Bank of the country with maximum number of branches abroad among the Indian Banks, BOB is well positioned to offer variety of services, products and financial solutions to a cross section of clients, suiting to their banking requirements through one of the best banking relationship networks both in terms of strength and spread among the Indian financial entities. BOB provides a wide range of services to its customers across the globe.

PRODUCTS & SERVICES

By Branches in India The banking services at the International Business Branches (IBB), Non Resident Indian Branches, 116 Authorised

Branches as well as 2500 other branches are provided for the benefit of Indian customers, corporates, NRIs, Overseas Corporate Bodies, Foreign Companies/ Individuals as well as Foreign Banks etc. BOB provides wide range of products/ services to its customers for their international business requirements. Brief details of services provided are as under :1) NRI Banking 2) Foreign Currency Loans in India (FCNR 'B' Loans) 3) Export Finance / Services 4) Import Finance / services 5) Correspondence Banking Services in India 6) All General Banking Services 7) Treasury Services

By Branches outside India The international banking services of BOB at its overseas branches are provided for the benefit of its Indian

customers, local customers, NRIs, subsidiairies and joint ventures abroad of Indian corporates, as foreign as entities,

multinational

corporates,

Banks

well

customers

around the globe. The important services provided are :1) All general Banking Services including Corporate/

Retail lending 2) 3) 4) NRI Banking Foreign currency credits to the Indian corporates Arranging/ participating in the Syndicated loans of Indian corporates as well as rated multinational

corporates. 5) Correspondent Banking services to the Indian Banks/ corporates 6) Trade Finance (Bills Discounting)

7) The

International Treasury Services cross border foreign currency lending to Indian

corporate, trade finance and treasury services are provided at the money center branches as well as subsidiary in Hong kong. The general Banking Services are provided at all the branches/ subsidiaries/ joint ventures.

CREDIT CARDS
BOBCARD PARAS INTERNATIONAL

DESCRIPTION This card is affiliated with MasterCard International and is accepted in over 1,10,000 establishments in India and over 29 million outlets across the globe. It is also accepted on about 8,00,000 ATMs worldwide. ELIGIBILITY Individual: Annual income of Rs. 60,000. Company : Paid-up capital Rs. 3,00,000. FEATURES Revolving credit : Rs. 21,000. Cash withdrawal: Rs.5,000 per month. Service charges on purchase : 2.25% Service charge on Cash withdrawal : 2.5% or Rs. 125

whichever is higher. Insurance : Free accidental insurance of Rs.

2,50,000(in case of death). FEES Principal card : Rs.300 per annum. Add-on : Rs. 200 per annum. Minimum payment : 5% Comprehensive monthly statements. Zero interest period. Prompt replacement for lost card. Limited liability.

BOBCARD PARAS ELECTRONIC

DESCRIPTION Bobcard Limited is one of the few banks to issue Electronic Credit Card in India. Bobcard Paras Electronic gives you a highly secure environment to use the credit card. It is a non-embossed card so it can only be accepted at EDC terminals or ATMs, this reduces chances of any malpractices with your credit card and gives you a relaxed highly secure utility with your credit card. It is an International Master Card and accepted over 25,000 merchants across India. ELIGIBILITY Individual: Gross Annual Income of Rs. 60, 000. Company: Paid-up capital Rs. 3,00,000. FEATURES Revolving credit : Rs. 21,000. Cash withdrawal: Rs.5,000 per month. Service charge on purchase : 2.25%

Service charge on Cash withdrawal : 2.5% or Rs. 125 whichever is higher. Insurance : Free accidental insurance of Rs.

2,50,000(in case of death). FEES Principle: Rs. 300 per annum. Add-on: Rs. 200 per annum. Minimum payment : 5% Comprehensive monthly statements. Zero interest period. Prompt replacement for lost card. Limited liability.

BOBCARD SILVER
DESCRIPTION This card is affiliated with Visa international. It is welcomed at over 1,10,000 Member establishments in India. It is a photo card. ELIGIBILITY Individual : Annual income of Rs. 75,000. Company : Paid-up capital of Rs. 3,00,000 or more. FEATURES Revolving credit : Rs. 25,000 per month. Cash withdrawal: Rs.10,000 per month. Service charge on purchase : 2.25% Service charge on Cash withdrawal : 3% or Rs. 150 whichever is higher. Insurance : Free accidental insurance of Rs. 2,00,000,

In case of air-accident Rs. 4,00,000. Minimum payment : 5% per month.

Comprehensive monthly statements. Zero interest period. Prompt replacement for lost card. Limited liability.

Cash can be withdrawn at any branch of BOBCARDS Ltd. or at any of the specified branches of Bank of Baroda. FEES a. Rs.400/- p.a. for principal cardholder b. Rs.250/- p.a. for add-on cardholder

BOBCARD PREMIUM
DESCRIPTION This credit card is affiliated with Visa

International & valid throughout the world. It is a photo card. ELIGIBILITY: Individual : Annual income of Rs. 1,00,000 or more. Company : Paid-up capital of Rs. 5,00,000 or more. FEATURES: Revolving credit : Rs. 30,000 per month. Cash withdrawal: Rs. 10,000 per month. Service charge on purchase : 2.25% Service charge on Cash withdrawal : 3% or Rs. 150 whichever is higher. Insurance : Free accidental insurance of Rs. 3,00,000,

In case of air-accident Rs. 6,00,000.

Spouse insurance : Rs. 2,00,000 (need not be a

bobcard holder). Minimum payment : 5% per month. Comprehensive monthly statements. Zero interest period. Prompt replacement for lost card. Limited liability.

Cash can be withdrawn at any branch of BOBCARDS Ltd. or at any of the specified branches of Bank of Baroda. FEES Principal card : Rs.750 per annum. Add-on : Rs. 400 per annum.

BOBCARD EXCLUSIVE
DESCRIPTION This card is welcomed at over 29 million Merchant Establishments and over 8,00,000 ATMs worldwide. This card is affiliated with MasterCard International and is very popular amongst the Bobcards holder. ELIGIBILITY Individual : Annual income of Rs. 1,00,000 or more. Company : Paid-up capital of Rs. 5,00,000 or more. FEATURES Revolving credit : Rs. 40,000 per month. Cash withdrawal: Rs.10,000 per month. Interest on purchase : 2.25% Interest on Cash withdrawal : 3% or Rs. 150 whichever is higher.

Insurance : Free accidental insurance of Rs. 5,00,000,

In case of air-accident Rs. 10,00,000. Spouse insurance : Rs. 2,00,000 (need not be a

bobcard holder). Baggage insurance : Rs.10,000 (for air travel only). Minimum payment : 5% per month. Comprehensive monthly statements. Zero interest period. Prompt replacement for lost card. Limited liability.

Cash can be withdrawn at any branch of BOBCARDS Ltd. or at any of the specified branches of Bank of Baroda. In case of medical emergency for a cardholder, his spouse or a family member, the cardholder can draw cash upto a maximum of Rs.15,000 from any of our specified branches other than at the city of residence subject to production of satisfactory evidence. This

facility is over and above the cash advance facility of Rs.10,000 p.m.

FEES Principal card : Rs.1000 per annum. Add-on : Rs. 500 per annum.

BOBCARD GOLD
DESCRIPTION This credit card is affiliated with Visa

International & valid throughout the world. It is a Photo Card. ELIGIBILITY Individual : Annual income of Rs. 1,50,000 or more.

Company : Paid-up capital of Rs. 10,00,000 or more. FEATURES Revolving credit : Rs. 75,000 per month. Cash withdrawal: Rs.15,000 per month. Service charge on purchase : 2.25% Service charge on Cash withdrawal : 3% or Rs. 150

whichever is higher. Insurance : Free accidental insurance of Rs. 7,50,000,

In case of air-accident Rs. 15,00,000. Spouse insurance : Rs. 2,00,000 (need not be a

bobcard holder).

Baggage insurance : Rs.10,000 (for air travel only). Minimum payment : 5% per month. Comprehensive monthly statements. Zero interest period. Prompt replacement for lost card. Limited liability.

Cash can be withdrawn at any branch of BOBCARDS Ltd. or at any of the specified branches of Bank of Baroda. In case of medical emergency for a cardholder, his spouse or a family member, the cardholder can draw cash upto a maximum of Rs.15,000 from any of our specified branches other than at the city of residence subject to production of satisfactory evidence. This

facility is over and above the cash advance facility of Rs.15,000 p.m. FEES Principal card : Rs.1250 per annum. Add-on : Rs. 750 per annum.

BOBCARD GLOBAL
DESCRIPTION This credit card is affiliated with Visa

International & valid throughout the world on over 30 million establishments & 8,00,000 Visa ATM's. It can only be applied by a corporate. ELIGIBILITY Individual : Not applicable. Company : Turnover of Rs.1 crore or more. FEATURES Revolving credit : Rs. 3,00,000 per month. Cash withdrawal: Rs. 15,000 per month. Service charge on purchase : 2.25% Service charge on Cash withdrawal : 3% or Rs. 150 whichever is higher. (Outside India : 3.33% ) Insurance : Free accidental insurance of Rs. 7,50,000,

In case of air-accident Rs. 15,00,000.

Spouse insurance : Rs. 2,00,000 (need not be a

bobcard holder). Baggage insurance : Rs.10,000 (for air travel only). Minimum payment : 5% per month. Comprehensive monthly statements. Zero interest period. Prompt replacement for lost card. Limited liability.

Cash can be withdrawn at any branch of BOBCARDS Ltd. or at any of the specified branches of Bank of Baroda. FEES Principal card : Rs.1500 per annum. Add-on : Not applicable Internet/Mobile Banking A Hi-Tech Convenience Banking product suite of Bank of Baroda Welcome to the OmniBOB suite of services from Bank of Baroda i-BoB and m-BoB are two services which

allow you to access your account at your convenience through the internet or your mobile phone. i-BoB and m-BoB cut across all barriers of conventional time and place based banking. It offers you a truly round the clock, around the globe banking service. Just visit www.bankofbaroda.com and log-in to i-BoB/mBoB and access your account via the internet for balance enquiries, transaction details, order a cheque book and find the status of your order. Similarly, use your mobile phone (SMS/WAP) to access these services.

OBJECTIVES
1. To measure the customer satisfaction level regarding the various products and services offered by Bank of Baroda. 2. To determine the most popular and widely used services. 3. To determine the factors that motivate people to chose their primary bank and the factors that help to develop the awareness level towards the bank. 4. To analyze the major problems faced by the users while accessing the banks services and devise methods to improve the banks services.

LIMITATIONS
1. The survey was conducted in selective areas because of constraints of time and resources. Therefore the findings cannot be generalized or claimed until further research has been carried out. 2. The sample size was 150, which may not reflect a true picture of the consumers mind. Because of these constraints the analysis may not be accurate and may vary when tested in different places and time. 3. Details on the precise nature of consumers goals was limited, for example the measures used only captured certain information on standards that individuals had in mind as acceptable outcomes of their goal directed behavior. 4. Also the research does not elicit more subtle goals such as mood repair motives. So the possibility of personal biases of the respondents may not be precluded. 5. Because in-bank behavior was measured after the banking encounter, some information on the different forms and dynamics of the behavior was inevitably not captured. 6. The situation in which a person is questioned about routine actions is an artificial one at best. Due to the influence of questioning process, respondents may furnish quite different information from facts. Thus, though the study is not conclusive in nature it tends to explore the consumers perceptions and ideas about the services of the bank.

METHODOLOGY
The project was divided into four stages. The first stage included gathering information about the banks profile, the various schemes launched by the bank and getting acquainted with the working of the bank. The second stage involved determining the objective of the study, knowing the target audience and drafting a questionnaire. The questionnaire was designed keeping in mind the target audience and objectives of the study. It was nondisguised in nature and included a few open-ended questions. Visits to different branches of the bank were made. Around 50% of the respondents surveyed were from the XXXXX branch, 30% respondents were surveyed from the XXXX branch and rest of the respondents were surveyed from the XXXXX branch . The further details of the survey are presented below: RESEARCH PLAN The research conducted was exploratory in nature and the goal was to gather preliminary data to shed light on the real nature of problems and to suggest possible solutions or new ideas. It involves getting a feel of the situation and lays emphasis on the discovery of ideas and possible insights. DATA SOURCES The research can call for gathering secondary data, primary data or both. Secondary data is the data that was collected from another purpose and already exists somewhere. Primary data is gathered for a specific purpose and is collected by the researcher himself.

The data used in this project is primary data collected from the various respondents. Secondary data available in different books and product catalog was also used in compiling the report. DATA COLLECTION FORM For the purpose of this project, a questionnaire was designed to collect data. The questionnaire was non-disguised because the objective and purpose was conveyed to the respondents before asking for their responses. The questions were structured open for general information and closed for collecting specific information. SAMPLING PLAN The sampling unit comprised of the people present in the various branches of the BANK OF BARODA. The sample size taken for the study was hundred fifty which. The samples were chosen on the basis of random sampling and these respondents belonged to middle and upper class salaried and self-employed people, students, professionals and housewives. The surveyed respondents belonged to the age of 18 years and above. The research was carried out in the following branches of the bank; 1. XXXXX 2. XXXXX 3. XXXXXX

PRE-TESTING It involved in applying the draft questionnaire to a sample of 15 people. This was done to evaluate the suitability of the questionnaire for accomplishing the objective and to find out the drawbacks and errors in the questionnaire if any.

EVALUATION
The data, which was collected, was summarized and tabulated for further analysis. The analysis performed was mainly comparative analysis involving statistical analytical method. The results are shown in the following section.

ANALYSIS
1. It was found that the Savings Bank account scheme offered by the bank enjoyed the maximum awareness level followed by Cards. However, schemes like Bank at campus and Business multiplier were rated low on the awareness scale.

Percentage 100% 80% 60% 40% 20% 0%

v FD C D BM L BC SB KB PP In n R th er O s

Percentage

2. As far as the usage level of the various offerings of the bank was considered the savings bank account was rated the highest followed by Cards.
Usage level 0.8 0.6 0.4 0.2 0
v nl in O e th er s FD D C L BM BC SB KB PP R O In

Usage level

3. Convenient timings of the bank emerged to be the most crucial factor affecting the choice of the bank followed by Proximity and Exclusive service.

Convenient timings

0.35 0.3 0.25 0.2 0.15 0.1 0.05 0 Proximity

Series1 Series2 Competent staff Office

Exclusive service

4. Advertisements were found to be the most important factor influencing consumers awareness towards the banks offerings followed by the consumers visits to the bank.

Factors Visits Advertisements Peer/Family Others

5.Problems in operating accounts and accessing online services emerged to be the important factors affecting the satisfaction level of the consumers. However, around 41% of the sample surveyed was found to be totally satisfied with the banks services and did not complain of any problem.

Incompetent staff

Insensitive staff

Operating accounts

0.2 0.15 0.1 0.05 0 Sluggish response

%age Accessing online service

* sluggish response =

long waiting times at the bank (cash,

dd/po,atm, opening new accounts) * account operation = late credit of cheques, delayed receipt of debit cards, chq books and monthly statements )

Staff = incompetent and insensitive.

6. Respondents suggested various improvements in Bank Of Barodas present services. Some of them are listed below:

a. ATMs-A majority of respondents suggested more number

of ATMs to be opened esp. in the college campuses and small cities. It was also suggested that the bank should take steps to reduce incidence of cash shortage on the ATMs.
b.

Inadequate staff - A large number of respondents felt that

the staff in the branch is less due to which a lot of time is consumed. Also it was felt that the personnel should be prompt in resolving the customers problems.
c.

Increase in counters- A lot of respondents felt that multiple

counters (esp cash and DD/PO ) should be opened so as to reduce the servicing time and give personalized service to the customers. d. It was felt that the bank should reduce the time it takes for cheque clearing and collection. Money transfer through anywhere banking to other cities takes long time and a lot of follow up with branch.
e.

Less interest rate and charges A majority of the

respondents felt that the interest rate charged by the bank on

cards and personal loans is high as compared to the competitors and should be reduced.
f.

It was suggested to make the bank statements more clear

and simple, which could be easily understood .It was also suggested that the mini statements issued by the bank, should state all relevant transactions.
g.

It was revealed that a lot of consumers wanted the bank to

devise a method, which would enable users to get their account status through SMS and Email.
h.

The respondents complained that the branches did not have

adequate space to enable visitors to move easily without feeling suffocated. It was also felt that a few branches did not have an adequate parking space. The respondents felt that the authorities should pay more attention into the matter. i. Also it was felt that the number of lockers per branch should be increased. 7.The respondents suggested the following new services that the bank should consider to launch. Some of the suggestions are listed below: a. Online customer service b. Feature of account-to-account transfer in ATMs ( 3 rd party) c. More MEs which accept Bank Of Baroda Bank credit/debit cards.

d. To make money available on demand at those branches where ATMs are not available. e. Increase in daily withdrawal limit over ATMs ( from Rs 15000 to 25000 per day ) f. Information of new schemes and product launches by mail. g. Improvements in inter city funds transfer service. h. ATM card retrieval through any other means than going to the branch. i. Launch more branches esp. in state adjacent to borders 9.83%(approx) of the sample surveyed was willing to recommend Bank Of Barodas services to its peer and family. Willingness to recommend
1 0.8 0.6 0.4 0.2 0 1 2 3

Series1 Series2

To analyze the customer preferences and satisfaction further, the target audience has been broadly divided into two groups-Self Employed and Salaried. This is done so as to find whether (and to what extent) the factors affecting customer satisfaction vary with occupation and income. The findings of the study are presented:

COMPARATIVE STUDY OF TWO GROUPS

Self employed Demographic profileAge: 18-24 years: 04 respondents 24-30 years: 08 respondents 30yrs &above: 14respondents Sex: No of males: 19 No of females: 07 respondents Income: Below Rs. 2lac pa: 06 respondents Rs. 2-4 lac pa: 06 respondents Rs.4-6 lac pa: 10 respondents Rs. 6 lac &above: 04 respondents Salaried: Demographic profile Age: 18-24 years: 07respondents 24-30 years: 10respondents

30yrs &above: 07 respondents Sex: Males: 16 respondents Females: 08 respondents Income: Below Rs. 2lac pa: 11 respondents Rs. 2-4 lac pa: 09 respondents Rs.4-6 lac pa: 2 respondents Rs. 6 lac &above: 2 respondents 1. A comparative study of the awareness level of the two groups regarding the various schemes of the bank.

200 150 100 50 0 SB BM RD FD KB PP C L BC Inv On Self employed Salaried

2.

A comparative study of the usage level of the

respondents of the two groups .

140 120 100 80 60 40 20 0

v FD C D L BM BC SB KB PP In n R th er O s

Self employed Salaried

3.

A comparative study of the respondents of the

two groups using Bank Of Baroda as their primary bank.

100% 80% 60% 40% 20% 0% Salaried Self employed Yes No

4.

A comparative study of the factors influencing consumers awareness.

Advertisemen t

50 40 30 20 10 0 Visits to ICICI

Salaried Self employed

5. A comparative study of the problems faced by the two groups while accessing the banks services.

40 30 20 10 0 Incompetent staff Accessing online services Insensitive staff None

Peer/Family

Office

Salaried Self employed

SWOT ANALYSIS
A SWOT analysis of the bank is as follows: Strengths Weaknesses

Premiere market image Focus on quality Committed staff Satisfied customers

Low

awareness

and

usage levels of a few schemes Slow processing

Threats Highly market Stagnant urban demand competitive

Opportunity Convert image into

market share Wide product portfolio Positive rub-off due to some unique schemes

RECOMMENDATIONS
1. The bank should launch awareness campaign for making various alternate channels of banking more popular like mobile banking and internet Banking. Making customers aware of new schemes and interest rates through e-mail or direct mailer would be a step in this direction. 2.The bank should follow a fierce marketing strategy regarding its telebanking services. At the same time schemes like Business multiplier, Recurring deposits and Kid-e-bank should be pursued with an intensive advertising promotion. 3.The bank should devise ways to improve the working of ATMs as a majority of the respondents were dissatisfied with the services over ATMs. Also the bank should install more number of ATMs in the crowded branches and also in other class B cities. Feature of account-to-account transfer in ATMs (third party transfer) 4. A majority of the respondents complained of delayed

compliance of instructions due to inadequate staff. Also number of cash counters should be increased as the first step towards giving the customers a quicker service. 5.The bank should devise ways to provide customers with simple and easy to understand bank statements

BIBLIOGRAPHY
Information collected from the Bank. Referred to o Business Today,

o Business India o Business World. o Economic Times Websites

ANNEXURE

CUSTOMER QUESTIONNAIRE
Preamble: I am a management student of IGNOU. I am doing project on Bank Of Baroda. So I need your valuable co-operation in this regard. Name of the organization Addresss Age Sex. : Male Female

Contact Person. Office Phone Mobile

1. Kind of the Organisation Manufacturing Trading other specify

2. What is your annual income Less than 2 Lakhs Between 2 Lakhs to 4 Lakhs Between 4 Lakhs to 6 Lakhs Above 6 Lakhs

3. Do you maintain account with any bank ? If yes, go to question no 4 otherwise go to no 11. 4. Specify the name of the bank(s)

5. How frequently do you visit the bank ? Everyday 2-3 times a week. Once a week. Other. 6. What type f A/C you maintain ? Current A/C Saving bank A/C Fixed deposit A/C Other specify. 7. What facilities are you availing from the bank Anywhere banking Internet banking Phone banking Temporary overdrafts. Document collection Multicity cheques Sweep payments No such facilities availed. 8. Does the bank on cash transaction impose any restriction ? Small denominations not acceptable (less than 100) Cash deposit charges. Deposit at nonhome branch Cash withdrawal at non-home branch Cash Pickup Cash delivery Cheque Pickup Draft delivery Balance inquiry Foreign remittance Utility bill

No such restrictions. 9. If better facilities are provided, can you shift to other bank ? Yes 10. No

Do you want to open A/C with any bank ? Yes No

If no go to question no 16. 11. Name the bank in which you are interested.

12.

What type f A/C you maintain ? Current A/C Saving bank A/C Fixed deposit A/C Other specify.

13.

What facilities are you availing from the bank Anywhere banking Internet banking Phone banking Temporary overdrafts. Document collection Multicity cheques Sweep No such facilities availed. Cash Pickup Cash delivery Cheque Pickup Draft delivery Balance inquiry Foreign remittance Utility bill Payments

14.

What is the broad criteria for selecting any bank ? Better facilities. Convenience. Image of the bank.

16.The most important factor that influence you about banking Visits Advertisements Peer/ Family Others. Any Suggestions :.

Signature with date