Final Nancy121

7/30/2019 Final Nancy121

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R.S.

CONTENTS

S.No. CONTENTS Page No.

Declaration

Certificate of Institue

Acknowledgement

Preface

1. Introduction

Introduction of Topic

Banks Profiles

2. Review of Literature

3. Conceptualization4. Objectives of study

5. Research Methodology

6. Limitations of study

7. Data analysis and Interpretation

8. Findings

9. Suggestions

10. Conclusion

11. Bibliography

12. Annexure

Questionnaire


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INTRODUCTION

Of

TOPIC

INTRODUCTIONINTRODUCTION


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Banking, the business provided many innovative financial services to meet the varied

requirements of both corporate and consumers. Financial services tailored to meet the

specific requirements of customers. The basic services a bank provides are collecting

deposits from customers and giving them interest i.e. (saving account, time deposit and

fixed deposit), lending loans to customers (with an interest), safeguarding customers

valuables by means of safe deposit vaults, provide investment services like Mutual

funds, provide Depository services (DEMAT Accounts, Share trading etc) and basic cash

management services such as check cashing and foreign currency exchange. Four types

of banks specialize in offering these basic banking services: commercial banks, savings

and loan associations, savings banks, and credit unions.

A bank cannot survive without performing the following non-banking activities:

1. They provide funds (capital) for starting new ventures.

2. They also offer leasing services.

3. They facilitate the share transactions by maintaining demat accounts.

4. Banks help their customers to make utility payments with ease.

5. They perform merchant banking for their customers.

6. They conduct feasibility study and submit the feasibility report.

7. They offer credit and debit cards facility.

8. They give hire-purchase services to owners of various goods.

9. They are now allowed to offer insurance services.

10. They manage mutual funds and minimize investment risks.

11. They provide factoring services to their clients.

12. They issue gift cheques to the people.

All types of activities which are of a financial nature could be brought under the term

Financial services. In a broad sense financial services means mobilizing and

allocating saving. Thus it includes all activities involved in transformation of savings

and investment. It promotes savings in the country through transformation services. The

financial services also known as financial intermediation. Financial intermediation is

a process by which funds are move from a large number of savers and make them


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available to all those who are in need particularly to corporate customers. The financial

services perform the function of financial intermediation between savers and investors.

Thus financial services sector is a key area and it is very important for industrial

development. It promotes liquidity in the system by allocating and reallocating savings

and investment into various avenues of economic activity. Infact the economic growth of

the country depends upon the capital formation. The contribution of financial services to

GNP has been growing on increasing year after year. It provides employment

opportunities to million of the people all over the world. It provides easy conversion of

financial assets into liquid cash at the discretion of the holder of such assets. Hence the

term financial services industry includes all kinds of organization which intermediate and

facilitate financial transactions to both individual and corporate customers.

Features of Financial services

1. Consumer oriented: Financial services industry is a consumer oriented. The

consumer is the king and his requirement must be fulfill should be the basic

tenent of any financial services industry.

2. Intangibility: Financial services are intangible and they cannot be

standardized and reproduce in the same form. Hence it is necessary to have a

track record of integrity, reputation, good corporate image and timely delivery

of services.

3. Simultaneous performance: Production and supply of financial services

have to be performed simultaneously. For effective financial services there

should be good rapport,clear cut perception and effective communication.

4. Dominance of human element: They are people intensive thus it calls for

competent and skill person to deliever the quality financial services.

5. Perishability: It cannot be stored. These are immediately consumed. There is

greater need for balancing demand and supply properly.


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Meaning of Bank

The Bank is a complex institution, involved not only in the intermediation of

centralbankreserves, but also acting as an umbrella organisation for central banks and

other financial authorities with a stake in the promotion of financial and monetary

stability for its customers. These institutions include finance companies, investment

companies, investment banks, insurance companies, pension funds, security brokers and

dealers, mortgage companies, and real estate investment trusts.

Individuals rely on the financial services sector for chequing, insurance and other

services that are part of daily living; to hold their savings and provide their credit; and for

a range of other services. Businesses rely on the sector for a host of important services.

The nation's efficiency, competitiveness, depth of employment opportunities and quality

of life are enhanced by an effective financial services sector. Indeed, almost by definition,

an effective financial services sector is the hallmark of a modern economy.

History of financial services

United States: Gramm-Leach Bliley Act R.S.

The term financial services became more popular in United States partly due to Gramm-

Leach Bliley Act of the late 1990s which enabled different types of companies in U.S.

financial services to merge. Critics of this act say the term financial services attempt to

make the unison of these operations sound natural, ignoring the history of problems

which have arisen from togethering them, like conflicts of interest and monopolization.

Others, noting that most of the restrictions abolished by the Gramm-Leach Bliley Act

had never shown in other countries or had been abolished earlier than in US, say the term

financial services is a natural one, in long term use, which means nothing more than its

constituent words. In India during late seventies and eighties the financial services

industry was dominated by commercial banks and other financial institution. Infact the

capital market played a secondary role. The economic liberalization has brought a

complete change in Indian financial services industry. After economic Liberalization, the

entire financial sector has undergone a sea-saw change. The liberalization has opened the

door to foriegn competitors to enter into our domestic market has led to serve competition

among themselves. Deregulation in the form of elimination of exchange control and


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interest rate ceilings have made the market more competitive. Innovation has become

must for survival. Thus the present scenario is characterized by financial innovation and

creativity.

In the USA almost every company now which previously described themselves as a bank,

insurance company or brokerage house now describes themselves in some way as a

financial services institution. All state insurance, for example now provides CDs and

investment brokerage services. Bank of America offers full featured brokerage products,

while E*Trade has expanding into offering accounts and loans. Companies usually have

two distinct approaches to this new type of business. One approach would be a bank

which simply buys an insurance company or an investment ban, keeps the original brands

of the acquired firm, and adds the acquisition to its holding company simply to diversify

its earnings. Outside the US like in Japan non - financial services companies are

permitted within the holding company. In this scenario, each company still looks

independent and has its own customers etc. It is necessary the style of Citigroup and JP

Morgan Chase.

In the other style a bank would simply create its own brokerage divison or insurance

divison and attempt to the sell the products to its own existing customers, with incentives

For combining all things with one company. This is the style of Washington Mutual and

Wells Fargo.

Commercial Bank

In India, commercial banks are established under Companies Act, 1956. In 1969, 14

commercial banks were nationalized by Government of India. Commercial banks are

established with an objective to help businessman. A commercial bank is run on

commercial lines, for profits of the organization. The term commercial is used to

distinguish it from an investment bank, a type of financial services entity which not only

lending money directly to business but also help business raise money from other firms in

form of shares and debentures. Major commercial banks include:

Private banking


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The term private bank is simply a marketing term for a bank or a divison of a financial

services company targeted towards wealthy individuals. Often is used to describe

specially lending services targeted towards this group, such as large margin loans.

Investment Banks

An investment bank is a financial institution that helps individuals, corporations, and

governments in raising capital by underwriting and/or acting as the client's agent at the

time of issue ofsecurities. It act as an intermediary between an issuer of security and the

investing public. Investment banks do not take deposits like as commercial and retail

banks. An investment bank may also helps companies involved in mergers and

acquisitions and provide ancillary services such FICC services (fixed income

instruments, currencies, and commodities), trading of derivatives, market making and

equity securities.

Investment banks (capital market banks) underwrite debt and equity, assist company

deals (advisory services, underwriting and advisory fees), and restructure debt into

structured financeproducts.

Bank cards

Bank of America is the largest issuer of bank cards.

HSBC

VISA

Discover card

Capital One

Master Card

A bank card is a plastic card the following cards issued by abankto its clients:

ATM cardhelps the customer used for transactions at automatic teller machines
https://en.wikipedia.org/wiki/Underwritinghttps://en.wikipedia.org/wiki/Securitieshttps://en.wikipedia.org/wiki/Mergers_and_acquisitionshttps://en.wikipedia.org/wiki/Mergers_and_acquisitionshttps://en.wikipedia.org/wiki/Fixed_incomehttps://en.wikipedia.org/wiki/Foreign_exchange_markethttps://en.wikipedia.org/wiki/Commoditieshttps://en.wikipedia.org/wiki/Derivative_(finance)https://en.wikipedia.org/wiki/Market_makerhttps://en.wikipedia.org/wiki/Equity_securitieshttp://en.wikipedia.org/wiki/Investment_bankhttp://en.wikipedia.org/wiki/Capital_markethttp://en.wikipedia.org/wiki/Underwritehttp://en.wikipedia.org/wiki/Equityhttp://en.wikipedia.org/wiki/Structured_financehttp://en.wikipedia.org/wiki/Bankhttp://en.wikipedia.org/wiki/ATM_cardhttp://en.wikipedia.org/wiki/ATM_cardhttps://en.wikipedia.org/wiki/Underwritinghttps://en.wikipedia.org/wiki/Securitieshttps://en.wikipedia.org/wiki/Mergers_and_acquisitionshttps://en.wikipedia.org/wiki/Mergers_and_acquisitionshttps://en.wikipedia.org/wiki/Fixed_incomehttps://en.wikipedia.org/wiki/Foreign_exchange_markethttps://en.wikipedia.org/wiki/Commoditieshttps://en.wikipedia.org/wiki/Derivative_(finance)https://en.wikipedia.org/wiki/Market_makerhttps://en.wikipedia.org/wiki/Equity_securitieshttp://en.wikipedia.org/wiki/Investment_bankhttp://en.wikipedia.org/wiki/Capital_markethttp://en.wikipedia.org/wiki/Underwritehttp://en.wikipedia.org/wiki/Equityhttp://en.wikipedia.org/wiki/Structured_financehttp://en.wikipedia.org/wiki/Bankhttp://en.wikipedia.org/wiki/ATM_card


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Debit card helps the customer to linked to a bank account and used for making

purchases

Credit card attached to a revolving credit line

Any ATM or terminal must belong to some bank, which directly or indirectly is

connected with the payment system. Daily limit of the card is dependent on many

factors. For example, if your spending balance is million you will not allowed to

withdraw the entire amount from an ATM, but you will get a few thousand per day. But

if you are VIP-client having millions in your account, say you need some more money,

then after the call to the bank some of the lead managers can give the command to set the

right limit for you on an individual basis, so you get the money. In this case, the bank

takes the responsibility that you will pay money back to the bank later.

Some safety tips for using credit cards:

On receiving the PIN/ account number after a few days. Keep your PIN

number safe.

Every time you use your card, be aware when your card is being swiped by

the cashier so as to ensure no misuse of your card takes place.

After making payment with your card, make sure your credit card that the cashier

has returned.

Always verify your purchases with your billing statements.

After using your card at an ATM, do not throw your receipt.

Investment services

Asset Management
http://en.wikipedia.org/wiki/Debit_cardhttp://en.wikipedia.org/wiki/Debit_card


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Asset management is a systematic process of operating, maintaining, upgrading, and

disposing of assets cost-effectively. A common objective is to minimise the whole life

cost of assets and reduce risk or ensure business continuity.

Custody services

Custody services is akind of back-office administration for financial services. The

Custody services offer various security services such as dividend collection and

distribution, provides market news and information, safekeeping and settlement, tax

reclaim services, proxy, reporting, fund administration and corporate actions.

Firms engaged in custody services include:

PNC Financial Services Group

Investors Bank and Trust

The Bank of New York

Insurance related

Insurance Brokerage

Insurance brokerage agencies play a significant role in helping companies and individuals

find property and casualty, life, and health insurance. Insurance brokerage agencies

provide services beyond insurance sales, such as assisting with employee enrollment and

helping to resolve benefits issues.

Insurance Underwriting

Insurance underwriters are employed by insurance companies to help in set of premium

life insurance, health insurance, property/casualty insurance and homeowners insurance,

among others. By using actuarial data to determine the payout over the life of the policy.

Higher-risk individuals and assets will have to pay more in premiums to receive the same

level of protection as a (perceived) lower-risk person or asset.

Reinsurance
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Reinsurance is insurance sold to insurers themselves, to protect them from catastrophic

losses. Firms in this sector include:

Berkshire Hathaway

Lloyds London

Munich Re

Swiss Re

Intermediation or advisory services

Stock brokers (private client services) and discount brokers

A stockbroker or private client services or full service brokerage is a regulated

professional individual, usually associated with broker dealer or brokerage firm who

buys and sells shares and other securities for both institutional and retail retai clients,

through a stock exchange or over the counter (finance), in return for a fee or commission.

An Investment advisor is same as a stockbroker. An registered investment advisor or

investment advisor having training and capabilities same like of a stockbroker manage

fee-based accounts as an investment advisor.

On the other hand discount broker is like the stockbroker who fulfill buy and sell orders

of shares and securities at a reduced commission compared to a full-service broker, but

provides no investment and personalized advice. Hence discount brokers help to trade at

a smaller fee.

Other low-cost brokerage include:

General Electric (GE is one of the largest financial companies)

Sharebuilder

BUY and HOLD

Banks activities can be characterised

Retail banking,
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Dealing directly with individuals and small businesses, and

Investment banking, relating to activities on the financial markets.

most banks are profit-making, private enterprises. However, some are owned by

Government, or are non-profit making.

Various electronic devices provided by banks

ATM Savings Bank

Channel ATM Bank

Working capital financing
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Working capital products include both fund and non-fund based products. Fund- based

working capital products include cash credit, packaging credit, short term loan payable on

demand, inland export bill discounting, export and impore financing and subscriptionto

commercial paper. Non fund based products include documentary credit and bank

guarantees.

General condition for Working Capital Facility for CBG Clients

Other fund-based products:

MIBOR linked loans, commercial papers (CPs), FCNR- B loans, debentures and cash-

flow gap finance are other types of loans available to corporate.

Structured Products

ICICI Banks structured products can be broadly classified into Securitization and

Structure Financing.

Securitization

Securitization involves financing of existing or future identifiable cash flows /

receivables, with limited/full recourse to the company, with over-collateral of 1.5 to 3

times anda liquidity account equal to 3-6 months. The normal tenure would be between

3-7 years and the amortization would mirror the cash flow profile of the securitized

receivables. Securitization results in better balancesheet management in terms of capital

adequacy ratio, shifting of credit risk for non-recourse structures, liquidity support and

better pricing. A brief outline of the various securitization deals and their structure,

concludedby ICICI Bank are mentioned below:

Structured Financing

Traditionally corporate borrowing has been on the basis of strength or weakness of

balancesheet, with the credit quality of borrower being the single important factor. But

the late of borrowings are closely linked to the value of asset or the revenue earning

capability of the asset- by means of structured finance. Structured financing involves a

customized package from a lender to borrower.

EPC contract Financing


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Corporate are provided help to finance the gap between the inflow and outflow of

contracts; and performance guarantees and advance payment guarantees given on behalf

of client to the contractor / owner.

Auto loan receivables

A pool of identifiable receivables satisfying the criteria specified by ICICI bank are

purchase by ICICI bank / Special purpose Vehicle (SPV) for a consideration net of over

collateral. ICICI bank appoints the originator as the Managing and Collection (M&C)

agent to collect the receivables under the contracts and deposit them in a Trust and

Retention (T&R) account. The trustee makes the payments on the due date to ICICI bank

from the T & R account.

Export Receivables

The export receivables of the company was purchased by an offshore SPV. The offshore

SPV issues pass through certificates in the international capital market to raise funds for

purchase of receivables. The payment under export receivables from the importers

(international) are directly credited into offshore proceeds account of the company

maintained in an international location. The investors receive the payment directly from

the offshore proceeds account of the company. Collateralized Loan Obligation (CLOs) /

Collateralized Bond Obligations (CBOs)

A special purpose vehicle ( SPV) can be created which purchase the illiquid loans and /or

debentures and issues securities ( CLOs/CBOs) to investors. The cashflow from the

underlying assets are used to service the securities issued by SPV. The structure leverage

on pooling of large number of low to medium rated assets to raise funds at higher rating

rating compared to the underlying assets. The pooling gives benefits of diversification

with respect to industries and creditors and hence the rating of securities can be higher

than the underlying assets.

Dealer Financing

Dealers of large corporate can be provided finance which can be either with a limited

recourse (on a first loss basis) to the corporate or based on the creditworthiness of the

dealer and its relationship with manufacturer. The various structures are: bill discounting/

web based financing with or without recourse, cash credit / Demand loan facilities,

financing for auto dealers with incentives for conversion into retail loans.


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Investment Monetization

A product designed to fulfill the need of business groups to streamline the cross-holdings

within themselves. A trust would be set up which would acquire the intra- group cross

holdings from the various companies in the group at the market prices. To fund this, the

trust would issue Pass-through certificates (PTCs) to ICICI Bank. The take out would be

a put option with the identified holding company of the group where ICICI Bank could

sell the ( PTCs) to ICICI Bank. The take-out would be a put option with the identified

holding company of the group where ICICI Bank could sell the PTCs to put provider at a

predetermined price on affixed date.

Credit Card receivables

A product designed to fund clients who have a high volume of credit card receivables by

discounting future card credit sales. A tight payment structure is created where in ICICI

Bank covers its due by trapping the discounted proceeds directly from Acquiring Bank.

Employee Housing Loan Portfolio Buyouts. The Portfolio of housing loans given by a

company to its employee is taken over by the ICICI Bank with or without recourse to its

employer. Due to long tenure of loans, risk view is taken based on individual employees

and property rather than comfort that is derivevd from the employer. The employer is

appointed as M & C Agent and ICICI BANK obtains repayment on the pool of

securitized housing mortgages through direct salary deduction by the employer.

Fertilizer Subsidy Receivables

The transaction involves Securitization of existing receivables (due from the Government

of India as subsidy to company upon sale of fertilizers by the company) and

hypothecation of all receivables that would arise in future which would be assumed as

sold as and when they aride. The receivables would be escrowed directly to ICICI Bank

through a collection account and company would provide adequate instruction to the

bankers in that regard. The company would also act as M & C ( managing and collection)

agent for the transaction. Due to untimely nature of payment by the government and the

requirement to increase the rating of the structure, liquidity support mechanism may be

required in form of cash collateral or a stand by Letter of Credit from an acceptable Bank.

Real Estate Investment Trust (REIT) / Real Estate Management Investment

Companies (REMIC) structures


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REIT or REMIC is a special purpose vehicle (SPV) which can be created to hold real

estate assets. The SPV can be constituted in the form of a trust or a company. The SPV

shall own the property and lease it to the company. The funds for the buying a property

can beprovided by ICICI Bank, which can be servicedby the lease rental

payments.Sometimes it isnecessary to usea structure involving two SPVs to meet the

objectives of off-balance sheet treatment, stamp duty & tax efficiency and control of the

property in the hands of the lessee.

Trade financing (long term)

This product leverages on the long- term relationships those companies have with

clients or explicit off take agreements, which go a long way in reducing market risk for

their products. The company can use long term funds on the basis of these strong

relationship or agreements. The product can be structured as a long term loan with

escrow of the receivables originating from supplies to these customers or as a

securitization of these future trade receivables. Typically the quantum of these

receivables would be such as to provide a margin over the debt servicing each period.

The customers would need to be instructed to directly pay the money into an escrow

account, which would be based for debt servicing or for payment against the future

receivables securitization.

BANKS

PROFILES


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ICICI Bank was established in 1994 by the Industrial Credit and Investment

Corporation of India, an Indian financial institution, as a wholly owned subsidiary. It is

started by the combined efforts of World Bank, Government of India and Representatives

of Indian Industry. The bank was initially known as the Industrial Credit and

Investment Corporation of India Bank. Then changed its name to the abbreviated

ICICI Bank. ICICI (Industrial Credit and Investment Corporation of India) Bank is the

largest private sector bank in India in terms of market capitalization. It is also the second

largest bank in India in terms of assets with a total asset of ` 3,674.19 billion (US$ 77

billion) as on June 30, 2009. ICICI Bank serves over 24 Million customers throughout the

world. It is also expanding its business in the overseas market at an enviable pace.

Financial services provide by ICICI Bank

Deposits:

Following deposits are offered:

Young Stars Savings Account

Special Savings Account

Fixed Deposits

Advantage Deposit

Recurring Deposits

Tax-Saver Fixed Deposit


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Child Education Plan

Loans:

ICICI Bank offers following loan facilities:

Home Loans

Loan Against Property

Loan Against Gold Ornaments

Personal Loans

Car Loans

Commercial Vehicle Loans

Loans Against Securities

Cards

ICICI Bank is India's largest issuer of credit cards. The various cards offered by ICICI

bank are as below:

Corporate Cards

Credit Cards

Travel Cards

Debit Cards

Consumer Cards

Insurance

ICICI Bank offers various types of insurance.

Home Insurance

Health Advantage Plus Life Insurance

Student Medical Insurance

Services Offered to NRIs :

Following services are offered to the NRIs:


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Money Transfer

Loans Against FD

Bank Accounts

Insurance

PUNJAB NATIONAL BANK

PNB is the third largest bank in India by assets. It was founded by Lala Lajpat Rai in

1894 and is currently the second largest state-owned commercial bank in India. Punjab

National Bank was registered on 19 May 1894 under the Indian Companies Act with its

office in Anarkali Bazaar, Lahore. Their objective to provide banking services to the un-

banked and aim to become the leading player in global banking. PNB's founders

included several leaders of the Swadeshi movement such as Dyal Singh Majithia, andLala Harkishan Lal, Lala Lalchand, Shri Prosanna Roy, Shri E.C. Jessawala, Shri Prabhu

Dayal. It is also popular with the name of housing loan benefit because it provides short

and long term loan at low rates and can be pay back in certain period.

Agriculture Banking

P. N. B. Krishi

Farmers Welfare Central Sector Schemes

Corporate Services

Finance for Business or Trade.

EXIM finance and Gold Card Scheme

Cash Management

Loan backed by Future Lease Rentals
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Financial services

Life Insurance

Merchant Banking

Mutual Fund

Tax Planning Scheme

International or N.R.I. services

Non-resident Deposit Schemes (Ordinary, external and foreign currency)

Letter of Guarantee

Foreign Inward Transfers

Personal Banking

Current Account (Smart banking)

ATM cum Debit Card

Credit Card (Global)

Debit Card

Savings Account - with specialized services to students and salary accounts

Current Account

Fixed Deposits - special or multi-benefit fixed deposits, Recurring Fixed Deposits

(RFD) and flexi- RFD's

Balika Shiksha

Social Banking

Special banking services to farmers

Special Schemes (For women and weaker section) and financial assistance to

small-scale industries (SSI's)

Other On-Line services

Bill Payments for telephone, electricity, mobile, railway reservations, insurance

and other bills.


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E-Tax Payments

Internet Banking

Mobile Banking

Forex services beneficial to both traders and NRI's

PPF Accounts for senior citizens

The State Bank of India is one of the leading banks in India. The bank traces its origin to

the first decade of the 19th century. Later on, it was merged with the Imperial Bank. Inthe year 1955, the Government of India nationalized the Imperial Bank along with the

Reserve Bank of India. Ever since that time, the bank acquired its present name that is

SBI. The State Bank of India is India's largest commercial bank. The State Bank of India

has its presence all over India with 16,000 branches.

Various services provide by SBI to its customers

MARKET PLACE BUSINESS

A customized list of information based on individual needs helps customers make

intelligent decisions about loans from several financial institutions, insurance products,

and other financial services.

State Bank of India Services are most varied and innovative amongst all its

contemporaries.

Services Provided by S.B.I.

Personal Banking.

NRI Services.

Agriculture.
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International.

Corporate

Domestic Treasury.

Revised Service Charge.

ATM Services.

Internet Banking.

E-Pay.

Home loans and consumer loans are mainly provided through the Internet

Provide insurance and home loan agencies, debt collection, and art brokerage and

sale.

E-Rail.

HDFC Bank began operations in 1995 with a simple mission: to be a "World-class

Indian Bank". We realised that only a single-minded focus on product quality and

service excellence would help us get there. Today, we are proud to say that we are well

on our way towards that goal.

Various services provide by HDFC Bank to its customers

Credit Cards

Debit Cards

Prepaid Cards

Personal Loan

Home Loan

Two Wheeler Loan

New Car Loans

Loan against property

Commercial vehicle loan


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Construction equipment

Net Banking

Mobile Business

ATM

Phone Banking

E-mail statement

Bill Pay

Visa Money transfer

Excise & Service Tax Payment, Mutual Fund, Insurance, Bonds, etc.


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REVIEW

Of

LITERATURE


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REVIEW OF EXISTING LITERATURE

Cooper Robert and Brentani Ulricke de(1991) review in their article the results of

their study of firms participating in the industrial financial services industry. Using a self-administered questionnaire, they obtained data on 56 successful and 50 failed products

and found that success and failure are strongly associated with eleven important

dimensions: synergy, product/market fit, quality of execution of the launch,

unique/superior product, quality of execution of marketing activities, market growth and

size, service expertise, quality of execution of technical activities, quality of service

delivery, quality of execution of pre-development activities, and the presence of tangible

elements of the service offering. They report some surprises, including their observation

that while new to the firm, products entail more risk than close to home ones, the

resulting level of success is not sharply reduced.

Lewis Barbara R.(1993) Explore in his articles the banks and other financial services

providers are increasingly developing service quality initiatives. In this article some of

the research literature on service quality is considered to include definitions, determinants

and measurement of quality. Attention is also given to research applications which focus

on management, employee and customer perspectives. In addition, a number of

continuing service quality concerns are highlighted, relating to changing customer

expectations, the need for an integrated approach to service quality and the development

of service quality measurement tools.
http://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=authttp://www.emeraldinsight.com/search.htm?ct=all&st1=Barbara+R.+Lewis&fd1=aut


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Boyd. William L., Leonard Myron, White Charles.(1994) Review in their article with

bank deregulation and more sophisticated customers, it has become very important that

banks and other financial institutions determine the factors which are pertinent to the

customer's selection process. Through a survey of households, evaluates the relative

importance attached to selection criteria used to choose a financial institution. The results

provide the basis for a demographic and behavioural profile which is used to examine the

emphasis of some criteria over others.

Cooper Robert G. (1994) Explore in their article despite previous comparisons of

success and unsuccessful new products, an important question remains unaddressed:

What separates very successful new service products from the ordinary? Robert Cooper,

Christopher Easingwood, Scott Edgett, Elko Kleinschmidt, and Chris Storey obtaineddata on 173 new financial services and identified three performance dimensions: financial

performance, relationship enhancement, and market development. Of eleven potential

success determinants, nine were found to be drivers of performance. Management

implications included the need for a market-driven, customer-focused new product

process, greater emphasis on planning and executing the launch, the role of product

design, and project prioritization factors.

Athanassopoulos Antreas D. (1997)Explore in his article that they concentrate on the

assessment of the productive efficiency of bank branches. Bank branch operations are

characterised by the effort made by management to pursue the banks' corporate

objectives. The tangible part of this effort can be assessed by the operating efficiency of

the branch while the intangible part is encapsulated by the quality of the provided

services. The assessment of branch efficiency is pursued using data envelopment analysis

methods enhanced by the value judgements of individual branch managers. This

development gives insights on issues related to the appropriateness of branch input mix.

The effort effectiveness is estimated by embodying three quality dimensions on the

operating efficiency of bank branches. Empirical results are discussed from a sample of

sixty eight commercial bank branches in Greece.
http://www.emeraldinsight.com/search.htm?ct=all&st1=William+L.+Boyd&fd1=aut&PHPSESSID=pn1mtqqqba6r2ibcsemj5mp9c0http://www.emeraldinsight.com/search.htm?ct=all&st1=Myron+Leonard&fd1=aut&PHPSESSID=pn1mtqqqba6r2ibcsemj5mp9c0http://www.emeraldinsight.com/search.htm?ct=all&st1=Charles+White&fd1=aut&PHPSESSID=pn1mtqqqba6r2ibcsemj5mp9c0http://www.sciencedirect.com/science/article/pii/0737678294900841http://www.sciencedirect.com/science/article/pii/S0377221796003499http://www.emeraldinsight.com/search.htm?ct=all&st1=William+L.+Boyd&fd1=aut&PHPSESSID=pn1mtqqqba6r2ibcsemj5mp9c0http://www.emeraldinsight.com/search.htm?ct=all&st1=Myron+Leonard&fd1=aut&PHPSESSID=pn1mtqqqba6r2ibcsemj5mp9c0http://www.emeraldinsight.com/search.htm?ct=all&st1=Charles+White&fd1=aut&PHPSESSID=pn1mtqqqba6r2ibcsemj5mp9c0http://www.sciencedirect.com/science/article/pii/0737678294900841http://www.sciencedirect.com/science/article/pii/S0377221796003499


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Berger Allen N, Demsetz Rebecca S, Strahan Philip E ( 1999) Explore in their

article

This article designs a framework for evaluating the causes, consequences, and future

implications of financial services industry consolidation, reviews the extant researchliterature within the context of this framework (over 250 references), and suggests fruitful

avenues for future research. The evidence is consistent with increases in market power

from some types of consolidation; improvements in profit efficiency and diversification

of risks, but little or no cost efficiency improvement on average; relatively little effect on

the availability of services to small customers; potential improvements in payments

system efficiency; and potential costs on the financial system from increases in systemic

risk or expansion of the financial safety net.

Dennis Steven A, Mullineaux Donald J (2000) Explore in their article that their paper

analyzes the market for syndicated loans, a hybrid of private and public debt, which has

grown at well over a 20% rate annually over the past decade and which totaled over $1

trillion in 1997. We identify empirically the factors that influence a bank or nonbank's

decision to syndicate a loan and the determinants of the proportion of the loan sold in the

event of syndication. The evidence reveals a loan is more likely to be syndicated as

information about the borrower becomes more transparent, as the syndicate's managing

agent becomes more reputable, and as the loan's maturity increases. The lead manager

holds larger proportions of information-problematic loans in its own portfolio. Loan

syndications, like loan sales, appear to be motivated, in part, by capital regulations, and

the liquidity position of the agent bank influences the likelihood of syndication, but not

the extent.

Milind Sathye (2003) The objective of this paper is to measure the productive efficiency

of banks in a developing country, that is, India. The measurement of efficiency is done

using data envelopment analysis. Two models have been constructed to show howefficiency scores vary with change in inputs and outputs. The efficiency scores, for three

groups of banks, that is, publicly owned, privately owned and foreign owned, are

measured. The study shows that the mean efficiency score of Indian banks compares well

with the world mean efficiency score and the efficiency of private sector commercial

banks as a group is, paradoxically lower than that of public sector banks and foreign
http://www.sciencedirect.com/science/article/pii/S0378426698001253http://www.sciencedirect.com/science/article/pii/S0378426698001253http://www.sciencedirect.com/science/article/pii/S0378426698001253http://www.sciencedirect.com/science/article/pii/S0378426698001253http://www.sciencedirect.com/science/article/pii/S0378426698001253http://www.sciencedirect.com/science/article/pii/S1042957300902985http://www.sciencedirect.com/science/article/pii/S1042957300902985http://www.sciencedirect.com/science/article/pii/S037722170200471Xhttp://www.sciencedirect.com/science/article/pii/S037722170200471Xhttp://www.sciencedirect.com/science/article/pii/S0378426698001253http://www.sciencedirect.com/science/article/pii/S0378426698001253http://www.sciencedirect.com/science/article/pii/S0378426698001253http://www.sciencedirect.com/science/article/pii/S1042957300902985http://www.sciencedirect.com/science/article/pii/S1042957300902985http://www.sciencedirect.com/science/article/pii/S037722170200471X


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banks in India. The study recommends that the existing policy of reducing non-

performing assets and rationalization of staff and branches may be continued to obtain

efficiency gains and make the Indian banks internationally competitive which is a

declared objective of the Government of India.

Berger Allen N., Cowan Adrian M., Frame W. Scott (2011) review in their article the

literature has documented a positive relationship between the use of credit scoring for

small business loans and small business credit availability, broadly defined. However,

this literature is hampered by the fact that all of the studies are based on a single 1998

survey of the very largest U.S. banking organizations. This paper addresses a number of

deficiencies in the extant literature by employing data from a new survey of the use of

credit scoring in small business lending, primarily by community banks. The surveyevidence suggests that the use of credit scores in small business lending by community

banks is surprisingly widespread. Moreover, the scores employed tend to be the consumer

credit scores of the small business owners, rather than the more encompassing small

business credit scores that include data on the firms as well as on the owners. Our

empirical analysis suggests that credit scoring is associated with an initial increase in

small business lending activity that moderates over time and no change in the quality of

the loan portfolio. Supplementary analysis suggests that the use of credit scores for small

business lending has a negative initial effect on community bank profitability that

moderates over time.

HardingJohn, Xiaozhong andRoss Stephen (2013) explore in their article studies the

impact of capital requirements, deposit insurance and franchise value on a banks capital

structure. We find that properly regulated banks voluntarily choose to maintain capital in

excess of the minimum required. Central to this decision is both firm franchise value and

the ability of regulators to place banks in receivership stripping equity holders of firm

value. These features of our model help explain both the capital structure of the large

mortgage Government Sponsored Enterprises and the recent increase in risk taking

through leverage by financial institutions. The insights gained from the model are useful

in guiding the discussion of financial regulatory reforms.
http://link.springer.com/search?facet-author=%22Allen+N.+Berger%22http://link.springer.com/search?facet-author=%22Adrian+M.+Cowan%22http://link.springer.com/search?facet-author=%22W.+Scott+Frame%22http://link.springer.com/search?facet-author=%22Allen+N.+Berger%22http://link.springer.com/search?facet-author=%22Adrian+M.+Cowan%22http://link.springer.com/search?facet-author=%22W.+Scott+Frame%22


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CONCEPTUALISATION

A bank is a financial institution and a financial intermediary that accepts deposits and

provides those deposits into lending activities, either directly through loan or indirectly

through capital markets. A bank is the connection between customers those having

capital surplus and customers with capital deficits. A bank can earn profit in various ways

including transaction fees, interest and financial advice. But the main method is through

charging interest on the capital it lends out to customers. The bank profits from the

difference between the level of interest it generates from borrowers and level of interest

pays for deposits and other sources of funds. This difference is referred to as the spread

between the interest earn on lending and the interest pay on deposits to customers.

Authorization to trade is granted by Banking Regulatory Authority and provide rights to

conduct the most fundamental banking services such as accepting deposits and making

loans.

Various services offered by banks

Receiving deposits from their customers and issuing checking and savings

accounts.

Providing loans to individuals and businesses

Cashing cheques
http://en.wikipedia.org/wiki/Loanhttp://en.wikipedia.org/wiki/Bank_regulationhttp://en.wikipedia.org/wiki/Bank_regulationhttp://en.wikipedia.org/wiki/Deposithttp://en.wikipedia.org/wiki/Loanhttp://www.answers.com/topic/demand-accounthttp://www.answers.com/topic/loanhttp://www.answers.com/topic/cheque-1http://en.wikipedia.org/wiki/Loanhttp://en.wikipedia.org/wiki/Bank_regulationhttp://en.wikipedia.org/wiki/Deposithttp://en.wikipedia.org/wiki/Loanhttp://www.answers.com/topic/demand-accounthttp://www.answers.com/topic/loanhttp://www.answers.com/topic/cheque-1


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Issuing credit cards,ATM cards, and debit cards

Storing valuables, particularly in asafe deposit box

Financial transactions can be performed through several different channels:

Mail: most banks accept cheque deposits through mail and use mail to

communicate with customers, e.g. by sending out statements

Mobile banking is a method to conduct banking transactions

Online banking allows its customer in performing multiple transactions,

payments etc. over the Internet

Relationship Managers, mostly for business banking or private banking, often

visit customers at their homes or businesses

Telephone banking helps to perform transactions over the telephone when

requested with telephone operator

Video banking helps in performing banking transactions or professional banking

consultations through a remote video and audio connection.

Banks also enable customer payments via other payment methods such as

EFTPOS, Wire transfers, Automated Clearing House (ACH) or telegraphic

transfer.
http://www.answers.com/topic/charge-cardhttp://www.answers.com/topic/charge-cardhttp://www.answers.com/topic/atm-cardhttp://www.answers.com/topic/atm-cardhttp://www.answers.com/topic/debit-cardhttp://www.answers.com/topic/safe-deposit-boxhttp://www.answers.com/topic/safe-deposit-boxhttp://www.answers.com/topic/financial-transactionhttp://www.answers.com/topic/distribution-businesshttp://www.answers.com/topic/charge-cardhttp://www.answers.com/topic/atm-cardhttp://www.answers.com/topic/debit-cardhttp://www.answers.com/topic/safe-deposit-boxhttp://www.answers.com/topic/financial-transactionhttp://www.answers.com/topic/distribution-business


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OBJECTIVES OF THE STUDY

The followings are the objectives of the study: To identify the various financial services provided by the bank to the companies.

To study the customers expectations regarding banks & its services

To make comparative study of different banks i.e. ICICI, HDFC, PNB, SBI etc

To study the level of customer satisfaction regarding different banks


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RESEARCH

METHODOLOGY


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RESEARCH METHODOLOGY

Research Design:

A research design is the arrangement of conditions for collection and analysis of data in a

manner that aims to combine reference to the research purpose with economy in

procedure.

In our training project we have used these two types of research designs:

Exploratory Research: - Research is usually done to gain insight into theproblem. This is generally conducted for a problem, which the researcher knows

nothing.

Descriptive Research: - Research helps in determining the frequency with

which something occurs or relationship between two variables of trend of

consumption of a project of such characteristics as age, sex, geographic location

etc. Descriptive research is generally guided by one or more specific hypothesis.

Collection of Data: -The data can be collected from primary and secondary

sources. The basic premises of my study are primary data but at the same time it

is supplemented with the secondary data. Random sample that was

representative of the target market was chosen, the respondents were contacted

personally and the research instrument use of collecting data was the

questionnaire. To get insight into the research problem interview regarding their

buying practices too was made. This was done to cross check the authenticity of

the information provided.

Collection of data

.


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This research has been carried out in respect of four different banks. These

are:

Public Bank (SBI & PNB)

Private Bank (ICICI, HDFC)

For the purpose of research study both primary data as well as secondary data has

been collected.

o Primary data

o Secondary data

Primary Sources:

Following methods are used for data collection:

(i) Questionnaires

(ii) Personal Interviews

(iii) Telephone Interviews

Secondary Data:

Records

Journals and

Magazines of company.

Sample Size:

Totalnumber of respondents was 100 respondents.

Sample unit:

Respondents from Yamuna Nagar and Jagadhri

Sample Design:

Data has been presented with the help of Bar Graph, Pie Charts etc.


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LIMITATIONS OF THE STUDY

TIME CONSTRAINT : An in-depth project could not be carried out due to the

paucity of time

SMALL SAMPLE SIZE : A sample size of only 100 respondents was a small

one to understand the market behavior in whole.

LACK OF INTEREST: Many of the respondents did not think hard enough

while choosing the specific point. This could have led to a biased view and thus

affected the analysis.


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Q. 1 DO YOU TAKE ANY FINANCIAL SERVICES FROM BANK?

Table No. 1

OPTIONS RESPONDENTS( In Percentage)

YES 80

NO 20

(Source: Sample Survey)

Figure No. 1


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Interpretation:

Maximum no .of respondents i.e. 80% take financial services from banks.

Q.2 WHAT KIND OF SERVIES DO YOU GET FROM YOUR BANK?

Table No. 2

OPTIONS RESPONDENTS (IN Percentage)

CREDIT 60

CUSTODY 10

INSURANCE 20

ADVISORY 10

Source: (Sample survey)

Figure 2


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Interpretation: Most of the respondents i.e. (60%) take credit facilities from bank. 20%

respondents take insurance service from their banks while custody & advisory services

are availed by same numbers of respondents i.e. 10%

Q. 3 FROM WHICH BANK YOU TAKE YOUR SERVICES?

Table No. 3

OPTIONS RESPONDENTS( In percentage)ICICI 20

SBI 40

PNB 20

HDFC 10

ANY OTHER 10


Figure: 3


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Interpretation: SBI is the most preferred bank amoung respondents with 40%

followed by ICICI & PNB with 20%.

Q.4 HOW DO YOU TAKE THESE SERVICES ?

Table No. 4

OPTIONS

RESPONDENTS

(In Percentage)

ONLINE 55

PERSONALLY 45


Figure 4


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Interpretation: Most of the respondent i.e. (55%) prefer online services from

the bank while 45% contact their bank personally.

Q.5 WHICH ONE IS ECONOMICALLY BENEFICIAL?

Table No. 5

OPTIONS RESPONDENTS (In Percentage)

ONLINE 60

PERSONALLY 40


Figure No. 5

Interpretation: The survey reveals that Online banking is more economically beneficial

for the respondents.


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Q.6 ON WHAT BASIS DO YOU TAKE SERVICES FROM A PARTICULAR

BANK?

Table No. 6


ECONOMICAL 40

PROXIMITY 5

PROVIDES GOOD SERVICES 50

OTHERS 5Source: (Sample survey)

Figure No. 6

Interpretation: Most of the respondents take financial services from their bank due to

good services provided by their banks. Other major factor to take the servises is

economic aspect of services.


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Q.7 HOW OFTEN DO YOU TAKE SERVICES FROM BANKS?

Table No. 7


DAILY 10

WEEKLY 30

MONTHLY 60


Figure No. 7

Interpretation: Mostly respondent take financial services on monthly basis


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Q.8 WHICH BANK PROVIDES YOU MAXIMUM SERVICES?

Table No. 8


ICICI 20

SBI 35

PNB 20

HDFC 15

ANY OTHER 10


Figure No. 8

Interpretation: Maximum respondents takes financial services from SBI and there is

tough competition between PNB (public) & ICICI (pvt.)

Q.9(a) ARE YOU SATISFIED WITH YOUR BANK?


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Table No.9

OPTIONS RESPONDENT(In Percentage)

YES 95

NO 5Source: (Sample survey)

Figure No. 9(a)

Interpretation: A huge no. of respondents i.e. 95% are satisfied with the

services provided by their banks.

Q.9 (b) If yes, to what extent ?

Table No. 9 (b)


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To great extent 60

To some extent 40

Not at all Nil

Figure No.9 (b)

Interpretation: Mostly respondents i.e. (60%) are satisfied with their bank to great

extent while 40% respondents are satisfied to some extent.

Findings


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Maximum no of respondents take financial services from banks for smoothly

conduct their business and operations and remaining using their own funds for

operations.

Most of the respondents i.e. (60%) take credit facilities from bank. 20%

respondents take insurance service from their banks while custody & advisory

services are availed by same numbers of respondents i.e. 10%

SBI is the most preferred bank amoung respondents with 40% followed by ICICI

& PNB with 20%.

Today in high technology world most of the respondents contact their bank

through online and remaining respondents contact their banks personally.

The survey reveals that Online banking is more economically beneficial for the

respondents as it save the precious time and cost.

Most of the respondents take financial services from their bank due to good

services provided by their banks. Other major factor to take the servises is

economic aspect of services.

Mostly respondents frequently using financial services on monthly basis(60%)

and remaining are taking financial services on weekly and daily basis.

SBI provides maximum services to its customers. While tough competition

between PNB (public) & ICICI (pvt.).

A huge no. of respondents are satisfied with the services provided by their banks.

Mostly respondents i.e. (60%) are satisfied with their bank to great extent while

40% respondents are satisfied to some extent.

SUGGESTIONS /RECOMMENDATIONS


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As the study shows that there is tough competition in banking sector so banks

should concentrate on different aspects to retain the existing customers as well as

attracting new ones.

Bank should be provided more electronic services which saves the precious time

of the customers(companies).

All the banks (public & pvt.) should improve the network coverage all over the

India.

The banks should make available the additional supplementary services like bank

cards, ATM, custody services.

Customers should consider all factors such as interest rate, supplementary

services, banks image etc.while taking decision for apply for financial services to

any bank.

Banks should try to build a good image in the service sector.

CONCLUSION


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Credit is a necessary but not sufficient condition for the success of an urban informal

sector enterprise. Banks should do what they can to provide related services. In this

context, the work done by Canara and Syndicate Banks to establish Rural Development

and Self Employment Training Institutes (RUDSETIs), can be replicated even for urban

areas. In addition, attempts should be made to identify and direct infrastructure

investments and common facilities in areas where there is a possibility of servicing a

large number of urban informal sector producers such as handloom and handicraft

clusters and agro-processing zones

India needs an Apex Bank for Urban Development (ABUD) urgently to address many

issues of complexity in urban micro credit. Concluding the series, the following points

will thus help design an ABUD.

Conduct research and be a depository of knowledge related to urban micro

finance in India.

Train banks, NGOs, urban local bodies, and self help groups

Frame and steer national policy on urban micro credit

Act as a refinancing agency

Design programmes with feasible implementation structures

Monitor and evaluate both financial and social developments of urban micro

credit

Coordinate the interests and functions of Indian and international stakeho

References

Books


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Kothari, C.R., Research Methodology,New Delhi, New Age International (P)

Ltd., 1985, 2004

Shekhar, K.C.,Banking Theory & Practice, Vikas Publication, 9th Edition

Websites

www.sbi .co.in

https://www.pnb india.in

www.icici bank.com

www.hdfc bank.com/

http://www.sciencedirect.com/science/article/pii/073767829190002G

http://www.emeraldinsight.com/journals.htm?articleid=854829&show=abstract

http://www.emeraldinsight.com/journals.htm?

articleid=854838&show=abstract

http://www.sciencedirect.com/science/article/pii/0737678294900841

http://www.sciencedirect.com/science/article/pii/S037722179600399



http://www.sciencedirect.com/science/article/pii/S037722170200471X

http://link.springer.com/article/10.1007%2Fs10693-010-0088-1

.

http://econpapers.repec.org/article/kapjfsres/v_3a43_3ay_3a2013_3ai_3a2_3ap_3

a127-148.htm
http://www.sbi.co.in/http://www.sbi.co.in/https://www.pnbindia.in/https://www.pnbindia.in/http://www.icicibank.com/http://www.icicibank.com/http://www.hdfcbank.com/http://www.hdfcbank.com/http://www.sciencedirect.com/science/article/pii/073767829190002Ghttp://www.emeraldinsight.com/journals.htm?articleid=854829&show=abstracthttp://www.sciencedirect.com/science/article/pii/0737678294900841http://www.sciencedirect.com/science/article/pii/S037722179600399http://link.springer.com/article/10.1007%2Fs10693-010-0088-1http://link.springer.com/article/10.1007%2Fs10693-010-0088-1http://www.sbi.co.in/https://www.pnbindia.in/http://www.icicibank.com/http://www.hdfcbank.com/http://www.sciencedirect.com/science/article/pii/073767829190002Ghttp://www.emeraldinsight.com/journals.htm?articleid=854829&show=abstracthttp://www.sciencedirect.com/science/article/pii/0737678294900841http://www.sciencedirect.com/science/article/pii/S037722179600399http://link.springer.com/article/10.1007%2Fs10693-010-0088-1


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QUESTIONNAIRE

I am Nancy Rao student of MBA of S.D.Institute of management and techonology

(S.D.I.M.T.), Jagadhri affiliated to Kurukshetra University, Kurukshetra,. I have

assigned a topic Financial Services of Banks with reference to SBI, PNB, ICICI,

HDFC Bank in Yamuna Nagar and Jagadhri Region to make our project report.

I am requesting you to help us in filling this questionnaire. The answer given by you

would be highly beneficial for our research report.

General information:

Name : Age:

Education: Earnings:

Address:

Q.1 Do you take any financial services from bank?

Yes NO

Q. 2 What kind of services you get from your bank?

Credit Insurance

Custody Advisory

Q. 3 From which bank you take your services?


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ICICI SBI

PNB HDFC

OTHER (specify)

Q. 4 How you take these services?

Online personally

Q. 5 Which one is more economically beneficial?

Online personally

Q. 5 Are you satisfied with the services provided by your bank?

Yes No

Q. 6 On what basis do you take services from a particular bank?

Economical proximity

Provides good services Others

Q. 7 How often do you take services from banks?

Daily Weekly Monthly

Q. 8 Which bank provide you maximum services?

ICICI SBI

PNB HDFC

OTHER (specify)


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Q. 9 (a) Are you satisfied with your bank?

Yes No

Q. 9 (b) If yes, to what extent?

To great extent To some extent

Signature

DECLARATION

I am Nancy Rao student of MBA of S.D.Institute of Management and Techonology

(S.D.I.M.T.), Jagadhri affiliated to Kurukshetra University, Kurukshetra, declare that

the project report made on topic Financial Services of Banks with reference to SBI,

PNB, ICICI, HDFC Bank in Yamuna Nagar and Jagadhri Region is our original work

and there is no piracy in it.

All the contents and data related to financial services provided by banks in this report in

my opinion is fully adequate, in cope and quality, as a research study which are relevant

to me and I have completed during last one months in specified area.

We also declare that it has not been submitted earlier to anyone. If any of information is

found incorrect then I would be responsible for all that.

Nancy Rao


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PREFACE

Today in this dynamic world all the things are subject to change, so as to get more

knowledge this research project has been undertaken during our pursuance for the degree

of Master Business Administration (MBA) from Kurukshetra University, Kurukshetra.

Research project is an essential part of every professional program. It is very helpful in

providing knowledge of the practical aspects of the academic studies. It provides the

student an opportunity to expose themselves to environment that is quit different from

that of classroom.

I have made a study on a project Financial services of Banks. As it is very difficult to

go through all the matters, I have taken some objectives. My main purpose is know how

the various financial services provided by banks to the companies.

And I hope the knowledge I got from here will be assets of mine for whole life. As we

know that if the base is strong then building life increases by many fold.


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ACKNOWLEDGEMENT

Any project cant be successful completed without the support and helps of lots of

people. It is with great pleasure, I wish to express my gratitude to the people who have

been actively supported in this project.

I am specially thankful to Director Maam Dr. Shelly Gupta for their valuable

suggestions and whole hearted commitment. A special thank goes to H.O.D. (M.B.A.

department) Dr. Shilpa Jain for all of her efforts and for being so great to work with. I

would like to convey my sincere thanks for the ingenious guidance provided to me by

Ms. Shelly Asstt. Professor (MBA Deptt). despite of her work pressure and busy

schedule. They guide me from time to time and gave me a lot of valuable suggestions and

ideas which helped me in completing this project successfully.

I express my gratitude to all the faculty members for their timely and valuable support.

As always i would like to convey my heartfelt gratitude to my parents, family members

for their critical appreciation and motivating me with enthusiasm to complete my project

work. Without their invaluable co-operation, this project would not have taken its end

shape.


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INTRODUCTIONOf

TOPIC


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RESEARCH METHODOLOGY


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DATA ANALYSE & INTERPRETATION


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FINDINGS


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LIMITATIONS


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CONCLUSIONS


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OBJECTIVE OF STUDY


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BIBLIOGRAPHY


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ANNEXURE


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REVIEW OF LITERATURE

G


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CONCEPTULIZATION

Documents

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