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Cpi dp presentation

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banking service quality analysis

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Cpi dp presentation

  1. 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. 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. 3.  Net worth:  Assets:  Deposits:  Advances: GROWTH OF BANKING SECTOR
  4. 4. OVERALL PERFORMANCE OF THE COMMERCIAL BANKS  Size:  Operational Efficiency:  Earning Quality:  Capital Adequacy  Asset Quality:  Management Quality:  Liquidity:
  5. 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. 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. 7. COMPANY OVERVIEW  AXIS BANK  ICICI BANKS  STATE BANKS OF INDIA  BANK OF BARODA
  8. 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$54 billion) (2012) Employees 40,239 (on 30-Sep-2013) Website www.axisbank.com
  9. 9. Type Private Traded as BSE: 532174 NSE: ICICIBANK NYSE: IBN BSE SENSEX Constituent CNX Nifty Constituent Industry Banking, Financial services Founded 1954 Headquarters Mumbai, India Area served Worldwide Key people K.V. Kamath (Chairman) Ms.Chanda Kochhar (MD & CEO) Products Credit cards, Consumer banking, corporate banking,finance and insurance,investment banking, mortgage loans, private banking, wealth management Revenue US$ 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. 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. 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. 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. 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. 14. Thank you………..

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