MBA Banking And Finance

MBA Banking And Finance

• 1.
  A Dream Rideto Field Work Improve In Future Findings and Experiences Sample Data and Learning Insight of Survey Purpose
• 2.
  Purpose of takingthe Survey To know regarding the saving and investing by the customers in the economy in different banks. With respect to: • Customer Services • Banking Operation • Trustworthiness • E- banking • Brand Image of bank( either in Public or Private Sector ) • Red herring • Multi- Language support • Crediton- Loan Facility • Customer Satisfaction
• 3.
  Insight of Survey •Collection of raw data from primary source through random sampling method and analysis of the customer mindset through it. • Using both qualitative and quantitative data to have an understanding of sample size and getting a view of universe. • Analysis of data with help of different statistical tool and understand it better and in presentable way. • Understand basic problem from customer point of view.
• 4.
  Market size ofsample data • Data of 42 customers having account in 13 different banks depends on there preferences • SBI covers the maximum market being the public sector bank followed by Punjab National Bank, ICICI Bank, and HDFC Bank. • 2 person don’t have bank account, doesn’t even find a need to do so. • The Indian banking system consists of 27 public sector banks, 22 private sector banks, 46 foreign banks, 56 regional rural banks, 1,574 urban cooperative banks and 93,913 rural cooperative banks, in addition to cooperative credit institutions. • Public-sector banks control more than 70 per cent of the banking system assets, thereby leaving a comparatively smaller share for its private peers. (www.ibef.org) 0 2 4 6 8 10 12 14 16 Market size no of customer
• 5.
  Types of Accounts: •There are four basic types of accounts Current, Saving Bank, Recurring Deposit, Fixed Deposit Accounts • Among the 42 customer which we surveyed have different background and earing sources being it a labor of subway to a businessman. • According to data 70% have saving bank account i.e. they enjoy the rate of interest ranges between 4% to 6% per annum in India. • Saving account give an go-to investment options to all the beginner investors Savings A/c 70% Current A/c 25% FD Account 5% Types of Accounts Savings A/c Current A/c joint a/c
• 6.
  Purpose the bankaccount is used • As the wage of people vary there way to use bank also varies from just using it as saving bank account to investment account. • People mostly coming to low income class usually just use account to save money. • High income class people use it for all the facility provided as they as a bit more financial knowledge. 0 2 4 6 8 10 12 14 16 Purpose of bank account CUSTOMER
• 7.
  Pitfalls of Banksin nutshell * No knowledge about know how of internet banking * No extra privilege for the senior citizens * Low frontline representatives in government banks * Redtapism * Complex procedures * Slow operation as old legacy of work is followed * Low cash at ATM ; less branch * Too many promotional calls * Less rural branches * Gap between promise and performance * Extra charges without customer concern. * Operational Inefficiency
• 8.
  Areas of improvementfor banks • Give more enhance information about the product to customer. • Improve time response for the customer query without neglecting it . • Educate customer about financial literacy • Dealing as an advisor more than a banker • Personalization of experience • Transparency • Effective communication and delievery about the products • Proper staffing for each department • Ease in getting loans
• 9.
  Customer Satisfaction regardingBanks :- 32% 58% 10% CUSTOMER SATISFACTION BEST GOOD AVERAGE
• 10.
  Bank and therespecialty according to customers: • ICICI Bank - understands the customers needs and creates` innovative and competitive ideas. • HDFC – Customer satisfaction in terms of service. • Punjab National bank - easy loan process, good stock marketing strategy • IDBI Bank - loan and stock marketing. • State Bank of India – value added services. • YES Bank – corporate and institutional bank for small and medium enterprises (Retail banking).
• 11.
  Purpose for whichpeople prefer SBI: POSITIVE :- • Government Bank security • Low interest rates for loan and some special discounts are also makes it preferable • Good interest on saving account NEGATIVE :- • Slow service • Error making • ATM out of cash0 1 2 3 4 5 6 7 8 9 10 Business loan purpose Personal expense Saving and investment Credit transaction Saving purpose SBI customer purpose
• 12.
  Customer Satisfaction RankingFor SBI :- • Customer using the SBI just for saving purpose found it quite satisfying • Comparatively to the customer using it for the business and loan purpose find its working slow and tiring. 0 1 2 3 4 5 6 7 8 9 VERY BAD (1) BAD (2) AVERAGE (3) GOOD (4) BEST (5) NO OF CUSTOMERS NO OF CUSTOMERS
• 13.
  Nationalized banks v/sPrivate Banks Nationalized Banks: • 27 banks. • Consistency of 72.9% • Growth rate is low. • Job security. • Pension facility. • Slow e-banking. • Infrastructure development is slow. • Less co-operative. Private sector bank: • 22 banks • Consistency of 19.7% • Growth rate is high. • No job security. • No pension facility. • Fast e-banking • Infrastructure development is high. • More co-operative.
• 14.
  1. We getKnow: How to use your social skill with customers? 2. Interaction with new people 3. Increase in confidence Level 4. People strategy regarding bank and their usage 5. Team work 6. Division of work Learning from survey
• 15.
  Outcome: • As incomelevel goes from low to high, people have low level of income do not utilize the facility of banks completely. • There is lack of financial literacy and how to invest there money • Customers have saving bank account as preference • Lack of feedback from the bank end • Better customer service network in private bank as good staffing • Lack of staffing in nationalized bank after merger with SBI • Customer needs account tailoring according to the needs.
• 16.
  Future Utilization • Questionnaireformation. • Distribution of work. • Understanding skills of team member. • Understanding the both ends. • Time management. • Interaction ease. • Improvement in communication skills. • Confidence • Target better customers segment. • Improve the financial literacy.
• 18.
  Presented By: Prativa Pal BhawaniSingh Shekhawat Lavil Virmani Radhika Makkar Priyansh Bhargava Rachita Garg (Group Leader)
• 19.
  Our Mentor Vindhya SharmaMadam Thank You for Supporting Us.