banking service quality analysis

1. A PROJECT REPORT
ON
“A Study of Banking service quality of commercial banks in India”
Submitted
To
Marwadi Education Foundation Group of Institute
Submitted By
Chirag Rupareliya
Pratik vyas
Guided By
Prof. Meera modi

2. INDUSTRY OVERVIEW
 The word Bank‘ itself derived from the word bancus‘ or banque‘ that is a French.
 The major challenge that is of particular importance to the field of management is the
"Quality Service Revolution" that is occurring around the world. Quality of products and
services has become a Guru Mantra of Success in the competitive edge in the world
market.
 In the past few years LPG (Liberalization, Privatization, and Globalization) as well as IT
(Information Technology) descended upon the horizon of the Indian banking industry.

3.  Net worth:
 Assets:
 Deposits:
 Advances:
GROWTH OF BANKING SECTOR

4. OVERALL PERFORMANCE OF THE COMMERCIAL BANKS
 Size:
 Operational Efficiency:
 Earning Quality:
 Capital Adequacy
 Asset Quality:
 Management Quality:
 Liquidity:

5. Private
Sector
Public
Sector
Co-operative Banks(Regional Rural
Bank)
Commercial Banks
Local Area
Banks
New
Banks
Old
Banks
Nationalized
Banks
State Bank
Group
Indian Foreign
Subsidiary
Banks
SBI main
BANKING INSTITUES

6. OVERVIEW OF COMMERCIAL BANK
 A bank that offers services to the general public and to
companies.
 A financial institution that provides services, such as
accepting deposits, giving business loans and auto
loans, mortgage lending, and basic investment
products like savings accounts and certificates of
deposit.

7. COMPANY OVERVIEW
 AXIS BANK
 ICICI BANKS
 STATE BANKS OF INDIA
 BANK OF BARODA

8. Traded as BSE: 532215
LSE: AXBC
NSE: AXISBANK
Industry Banking, Financial services
Founded 1994 (as UTI Bank)
Headquarters Mumbai, Maharashtra, India
Key people Dr. Sanjiv Misra (Chairman)
Shikha sharma (MD & CEO)
Products Credit cards, consumer banking, corporate
banking,finance and insurance,investment
banking, mortgage loans, private
banking, private equity, wealth management
Revenue 340 billion (US$5.4 billion) (2013)
Operating income 94 billion (US$1.5 billion) (2012)
Net income 52 billion (US$830 million) (2012)
Total assets 3.4 trillion (US$54 billion) (2012)
Employees 40,239 (on 30-Sep-2013)
Website www.axisbank.com

9. Type Private
Traded as BSE: 532174
NSE: ICICIBANK
NYSE: IBN
BSE SENSEX Constituent
CNX Nifty Constituent
Industry Banking, Financial services
Founded 1954
Headquarters Mumbai, India
Area served Worldwide
Key people K.V. Kamath (Chairman)
Ms.Chanda Kochhar (MD & CEO)
Products Credit cards, Consumer banking, corporate
banking,finance and insurance,investment
banking, mortgage loans, private banking, wealth
management
Revenue US$ 13.52 billion (2012)
Operating income US$ 2.12 billion (2012)
Profit US$ 1.60 billion (2012)
Total assets US$ 98.99 billion (2012)

10. State Bank of India
Type Public
Traded as NSE: SBIN
BSE: 500112
LSE: SBID
BSE SENSEX Constituent
CNX Nifty Constituent
Industry Banking, financial services
Founded 1 July 1956
Headquarters Mumbai, Maharashtra, India
Area served Worldwide
Key people Arundhati Bhattacharya
(Chairman)
Products Credit cards, consumer banking, corporate
banking,finance and insurance, investment
banking, mortgage loans, private banking, wealth
management
Revenue INR 200,560 Crores (US$ 36.9 billion) (2012)
Profit INR 17,916 Crores (US$ 3.3 billion) (2012)
Total assets INR 15,66,261 Crores(US$ 392.5 billion) (2012)
Total equity INR 98,884 Crores(US$ 23.0 billion) (2012)
Owner(s) Government of India
Employees 295,696 (2012)

11. Type Public company
Traded as BSE: 532134
Industry Banking, Financial services
Founded 20 July 1908
Founder(s) Maharaja Sayajirao Gaekwad
Headquarters Vadodara (Baroda), India
Area served Worldwide
Key people S S Mundra (Chairman & MD)
Products Credit cards, consumer banking,corporate
banking, finance and insurance,investment
banking, mortgage loans,private banking, private
equity, wealth management
Revenue 345.88 billion (US$5.5 billion) (2012)
Net income 52.48 billion (US$840 million) (2012)
Total assets 4.574 trillion (US$73 billion) (2012)
Website www.bankofbaroda.com

12.  To assess the various aspects of services provided by
commercial banks.
 To assess to extent of use of services especially the IT
enable services in the banks.
 To determine and compare the extent of customers
satisfaction with quality of banking services on the
basis of different constituent factor.
 As certain customer expectations of banking services
to ensure customer retention.
OBJECTIVES OF THE STUDY

13. Research design
Types of research DESCRIPTIVE RESEARCH
Data source Primary data, secondary Data
Research method Survey Method
Research technique Questionnaire
Types of questionnaire Structured Questionaries
Types of question Closed and open ended question
Sampling area RAJKOT
Sample size 250 respondent

14. Thank you………..