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A
TRANING REPORT
ON
ORIENTAL BANK OF COMMERCE
SUBMITTED IN THE PARTIAL FULFILLMENT FOR THE DEGREE
OF
BACHELOR OF BUSINESS ADMINISTRATION
(SESSION 2013-14)
SUBMITTED TO: SUBMITED BY:
Mrs. MANISHA DUDEJA SANJAY RANA
B.B.A. III YEAR
ROLL No.
S.D. (P.G.) COLLEGEAFFILIATED BY KURUKSHETRA UNIVERSITY, KURUKSHETRA
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DECLARATION
I SANJAY RANA student of B.B.A. III year in S.D.(P.G.) College, Panipat hereby declar
that the project report entitled ORIENTAL BANK OF COMMERCE submitted for the degreof B.B.A. III year is my original work and the project report has not formed the basis for the
award of any diploma, degree, associate ship, fellowship or similar other titles. It has not bee
submitted to any other university or institution for the award of any degree or diploma.
SANJAY RANA
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ACKNOWLEDGEMENT
Survey is an excellent tool for learning and exploration. No classroom routine can substitutwhich is possible while working in real situations. Application of theoretical knowledge to
practical situations is the bonanzas of this survey.
Without a propercombination of inspection and perspiration, its not easy to achieve anything
There is always a sense of gratitude, which we express to others for the help and the needy
services they render during the different phases of our lives. I too would like to do it as I reall
wish to express my gratitude toward all those who have been helpful to me directly o
indirectly during the development of this project.
I would like to thank my professorMrs. MANISHA DUDEJA who was always there to hel
and guide me when I needed help. Her perceptive criticism kept me working to make thi
project more full proof. I am thankful to her for his encouraging and valuable suppor
Working under her was an extremely knowledgeable and enriching experience for me. I am
very thankful to her for all the value addition and enhancement done to me.
No words can adequately express my overriding debt of gratitude to my parents whos
support helps me in all the way. Above all I shall thank my friends who constantly encourage
and blessed me so as to enable me to do this work successfully.
SANJAY RANA
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INDEX
S.NO. CHAPTERS PAGE NO.
1. Introduction of the subject 7-15Customer Satisfaction 8
Benefits of Customer Satisfaction 9
Customer Satisfaction Survey 11
Customer Satisfaction Process 13
2. Company Profile 16-31
Introduction of the Company 17
Management Profile 18
Competitors 20
Product and Services 22
Future of Banking in India 28Achievements and Awards 30
Company Mission, Vision and Value 31
3. Research Methodology 32-37
Statement of the problem 34
Objective 35
Sample Size ,Methods and Data Collection 36
Limitation of the Study 37
4. Analysis And Interpretation 38-48
5. Findings and Conclusion 49
6. Suggestions 527. Appendices 54-56
Bibliography 55
Customer Feedback Form 56
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CUSTOMERS SATISFACTION
Customer satisfaction refers to the extent to which customers are happy with the products and service
provided by a business.
Customer satisfaction levels can be measured using survey techniques and questionnaires
DEFINITIONS:
Definition 1: Customer satisfaction is equivalent to making sure that product and service performance meet
customer expectations.
Definition 2: Customer satisfaction is the perception of the customer that the outcome of a busines
transaction is equal to or greater than his/her expectation.
Definition 3: Customer satisfaction occurs when acquisition of products and/or services provides a minimum
negative departure from expectations when compared with other acquisitions.
Gaining high levels of customer satisfaction is very important to a business because satisfaction customers ar
most likely to be loyal and to make repeat orders and to use a wide range of services offered by a business
There are many factors which lead in high levels of customer satisfaction including.
Products and services which are customer focused and hence provide high levels of value for money.
What is clear about customer satisfaction is that customers are most likely to appreciate the goods and
services that they buy if they are made to feel special. This occurs when they feel that the products and
services that they buy have been specially produced for them or for people like them.
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BENEFITS OF CUSTOMER SATISFACTION
The importance of customer satisfaction and support is increasingly becoming a vital business issue a
organization realize the benefits of Customer Relationship Management (CRM) for providing effectiv
customer service. Professionals working within customer-focused business or those running call centers o
help desks, need to keep informed about the latest customer satisfaction techniques for running a valuabl
customer service function. From small customer service departments to large call centers, the importance o
developing a valued relationship with customers using CRM is essential to support customer and long-term
business growth.
What Do Customers Want?
Before we begin to create tools to measure the level of satisfaction, it is important to develop a clea
understanding of what exactly the customer wants. We need to know what our customers expect from th
products and services we provide.
Customer expectations have two types
Expressed
Implied
Expressed Customer Expectations are those requirements that are written down n the contract and agreeupon by both parties for example, product specifications and delivery requirements. Suppliers performanc
against these requirements is most of the items directly measurable.
ImpliedCustomer Expectations are not written or spoken but are the ones the customer would expect th
supplier to meet nevertheless. For example, a customer would expect the service representative who calls on
him to be knowledgeable and competent to solve a problem on the spot.
There are many reasons why customer expectations are likely to change overtime. Process improvements
advent of new technology, changes in customers priorities, improved quality of service provided b
competitors are just a few examples.
The customer is always right. Suppliers job is to provide the customer what he/she wants, when he/she want
it. Customer satisfaction is customers perception that a supplier has met or exceeded their expectations.
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WHAT CONSTITUTES SATISFACTION?
We cannot create customer satisfaction just by meeting customers requirements fully because these have to
be met in any case. However failing short is certain to create dissatisfaction
Major Attributes of customer satisfaction in banking industry can be summarized as:
Product quality
Premium Outflow
Return on Investment
Services
Responsiveness and ability to resolve complaints and reject reports.
Overall communication, accessibility and attitude.
WHAT ARE THE TOOLS?
Customer expectations can be identified using various methods such as:
Periodic contract reviews
Market research
Telephonic interviews
Personal visits
Warranty records
Informal discussions
Satisfaction surveys
Depending upon the customer base and available resources, we can choose a method that is most effectiv
in measuring the customers perceptions. The purpose of the exercise is to identify priorities foimprovements. We must develop a method or combination of methods that helps to continually improv
service.
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CUSTOMER SATISFACTION SURVEYS
Formal survey has emerged as by far the best method of periodically the customer satisfaction. The survey ar
not marketing tools but an informationgaining tool. Enough homework needs to be before embarking on th
actual survey. This includes:
Defining Objectives of the Survey
Design Survey approach
Develop questionnaires and forms
Administer Survey (Email, Telephone or Post)
Method of compiling data and analyzing the findings
Format of the report to present the findingsThere is no point in asking irrelevant questions on a customer satisfaction questionnaire. The basic
purpose is to find out what we are doing right or wrong. Where is the scope for improvement, where do
we stand vis--vis other suppliers. How we can serve the customer better?
A customer satisfaction measurement survey should at least identify the following objectives:
Importance to customers (Customers priorities)
Customers perception of suppliers performance
Your performance relative to customers priorities.
Priorities for improvement
Survey forms should be easy to fill out with minimum amount of time and efforts on customers part. They
should be designed to actively encourage the customer to complete the questions. Yet they must provide
accurate data should also be sufficiently reliable for management decision making. This can be achieved by
incorporating objective type questions where customer has to rate on scale of say 1 to 10. For repeated
surveys, you could provide the rating that was previously accorded by the customer. This works like a
reference point for the customer.
Space should always be provided for the customers own opinions this enables them to state any additional
requirements or report any shortcomings that are not covered by the objective questions.
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Normally, we deal various personnel at various levels in the customers organizationthe buyer, user,
receiving inspector, finance and purchase person etc. surveying a number of respondents for each customer
gives a complete perspective of customer satisfaction. It may be necessary to device a different questionnaire
for each of them.
Respondents must be provided a way to express the importance they attach to various survey parameters.
Respondents should be asked to give a weighting factor, again on a rating scale of say, 1 to 10, for each
requirement. This gives a better indication of relative importance of each parameter towards overall customer
satisfaction and makes it easier for suppliers to prioritize their action plans by comparing the performance
rating (scores) with importance rating (weighing).
`CONSUMER RESEARCH IN DIFFERENT DISCIPLINES
A considerable body of literature exists on consumption, consumer behavior and consumer decision making
process.
Most of the consumer research focused on adopter categories, habits, attitudes and intentions rather that on
actually measuring the satisfaction level with the service.
CONSUMER SATISFACTION PROCESS
The paramount goal of marketing is to understand the customer and to influence buying behaviour.
The process can be depicted as follows:-
Need recognition- realization of the difference between the desired and the current situation that serve
as a trigger for entire process.
Search for information.
Pre purchase alternative evaluation.
Consumption(utilization of the procured option)
Post purchase alternative re-evaluation.
Divestment(disposal of the unconsumed product and its remnants)
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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 of various deposit schemes/services of the Bank.
Issue Demand Drafts, Pay Orders, etc.
Display Time-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 certainconditions, as advised by RBI from time to time.
Provide complaint/suggestion box in the branch premises.
Display address of Regional/Zonal and Central Offices as well as Nodal Officer dealing with customergrievances/complaints.
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INTRODUCTION
Oriental Bank of Commerce India was established in the year 1943 on 19th February in Lahore. After
partition, Oriental Bank of Commerce shifted its Registered Office from Lahore to Amritsar paying every
rupee to its departing customers.
Oriental Bank of Commerce was nationalized on 15th April in 1980. Then OBC bank had 307 branches with
Rs. 282.61 crores as deposits and as advance Rs. 152.69.
The National Institute of Bank Management (NIBM), rated OBC Bank as "Customer Friendly" Bank.
Oriental Commercial Bank Limited is licensed by the Central Bank of Kenya as a commercial Bank to carry
out banking activities under Banking Act Chapter 488 of the Kenyan laws.
The Bank started its operations in the year 2002, with new investments and Board of Directors, by taking
over the assets and liabilities
of the erstwhile Delphis Bank, from Central Bank of Kenya. It is a middle sized Bank and one of the
financially robust Banks in, Kenya in terms of shareholders fund and liquidity.
Oriental Commercial Bank Ltd has its Head Office at Finance House, Koinange Street- Nairobi. Presently
the Bank has a branch network of four branches in major towns namely
1 Nairobi.
2. Nakuru.
3 Eldoret, and
4 Kitale.
The Bank is managed by a professional team of management who are ably supervised by a Board of
Directors consisting of eminent personalities of society having high level of integrity and professional skills i
their respective areas of operations. We are committed to provide quality banking Service to our customers,
however by strictly adhering to the Regulatory Guidelines as applicable within Kenya and, internationally.
Our emphasis always remains on carefully following Know your Customers and Anti Money Laundering
Guidelines.
Corporate banking,Personal banking, Industrial finance, Agricultural finance,Financing of trade, Internationa
banking
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Oriental Bank Commerce has been ranked 38th amongst top 500 companies by The Economic Times. OBC
has earned 9th position among top 50 trusted brands in India
Oriental Bank Commerce India maintains relationship with more than 200 leading international bank
worldwide. OBC India has Rupee Drawing Arrangements with 15 exchange companies in UAE and 1 i
Singapore.
MANAGEMENT PROFILE
Name Designation
Sh.T.Y. Prabhu Chairman and Managing director
Sh. H Ratnakara Hegde Executive Director
Sh. S.C Sinha Executive Director
V Vijay Sai Reddy Director
R S Maharishi Director
U K Khaitan Director
K B R Naidu Director
Sumita Dawra Director
Sh. S.K Newley Director
Vijay Jagirdar Director
T Valliappan Director
C K Sabharwal Director
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HEAD OFFICE
Harsh Bhawan,Connought Place
NEWDELHI-01
ZONAL OFFICES (12)
REGIONAL OFFICES (29)
BRANCHES (1323)
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SCHEDULED COMMERCIAL BANKS IN INDIA (Competitors)
The commercial banking structure in India consists of:
Scheduled Commercial Banks in India Unscheduled Banks in India
Scheduled Banks in India constitute those banks which have been included in the Second Schedule of Reserv
Bank of India (RBI) Act, 1934. RBI in turn includes only those banks in this schedule which satisfy the
criteria laid down vide section 42 (6) (a) of the Act.
As on 30th June, 1999, there were 300 scheduled banks in India having a total network of 64,918 branches.
The scheduled commercial banks in India comprise of State bank of India and its associates (8), nationalized
banks (19), foreign banks (45), private sector banks (32), co-operative banks and regional rural banks.
"Scheduled banks in India" means the State Bank of India constituted under the State Bank of India Act, 1955
(23 of 1955), a subsidiary bank as defined in the State Bank of India (Subsidiary Banks) Act, 1959 (38 of
1959), a corresponding new bank constituted under section 3 of the Banking Companies (Acquisition and
Transfer of Undertakings) Act, 1970 (5 of 1970), or under section 3 of the Banking Companies (Acquisition
and Transfer of Undertakings) Act, 1980 (40 of 1980), or any other bank being a bank included in the Second
Schedule to the Reserve Bank of India Act, 1934 (2 of 1934), but does not include a co-operative bank".
"Non-scheduled bank in India" means a banking company as defined in clause (c) of section 5 of the Banking
Regulation Act, 1949 (10 of 1949), which is not a scheduled bank".
The following are the Scheduled Banks in India (Public Sector):
State Bank of India State Bank of Bikaner and Jaipur State Bank of Hyderabad State Bank of Indore State Bank of Mysore State Bank of Saurashtra State Bank of Travancore Andhra Bank Allahabad Bank Bank of Baroda Bank of India Bank of Maharashtra Canara Bank Central Bank of India Corporation Bank
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Dena Bank Indian Overseas Bank Indian Bank Oriental Bank of Commerce Punjab National Bank Punjab and Sind Bank Syndicate Bank Union Bank of India United Bank of India UCO Bank Vijaya Bank
The following are the Scheduled Banks in India (Private Sector):
ING Vysya Bank Ltd Axis Bank Ltd Indusind Bank Ltd ICICI Bank Ltd South Indian Bank HDFC Bank Ltd Centurion Bank Ltd Bank of Punjab Ltd IDBI Bank Ltd YES BANK
The following are the Scheduled Foreign Banks in India:
American Express Bank Ltd. ANZ Gridlays Bank Plc. Bank of America NT & SA Bank of Tokyo Ltd. Banquc Nationale de Paris Barclays Bank Plc Citi Bank N.C. Deutsche Bank A.G.
Hongkong and Shanghai Banking Corporation Standard Chartered Bank. The Chase Manhattan Bank Ltd. Dresdner Bank AG.
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PRODUCTS AND SERVICES
Saving Accounts
How to Open an Account?
Downloador obtainAccount Opening Form from the nearest branch, fill it up
properly and deposit the same with the branch of your choice along with the
following :-
1. Furnish proof of Residence (In the form of a copy of Ration Card/ Passport/
Driving License/ Electricity Bill/ Telephone Bill/ Identity Card issued by any
reputed institution. ORIGINALS be shown only at the time of scrutiny of
papers)/ Business address.
2. Furnish 2 photographs of all the prospective account holder(s).
3.. Introduction about you from a person known to the bank preferably by an
Account Holder of the Branch, whose account has run satisfactorily at least for
the past six months.
https://www.obcindia.co.in/obcnew/site/Download.aspxhttps://www.obcindia.co.in/obcnew/site/Download.aspxhttps://www.obcindia.co.in/obcnew/site/Download.aspxhttps://www.obcindia.co.in/obcnew/site/Download.aspxhttps://www.obcindia.co.in/obcnew/site/Download.aspxhttps://www.obcindia.co.in/obcnew/site/Download.aspxhttps://www.obcindia.co.in/obcnew/site/Download.aspx7/27/2019 OBC BANK - S.DU
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4. Furnish PAN or declaration ofForm No. 60 / 61as the case may be. The
minimum balance will be:-
TypesIn Rural /
Semi Urban
branches
In Urban / Metropolitan
branches
Without Cheque Book Facility Rs. 100 Rs. 500
With Cheque Book Facility Rs. 500 Rs. 1000
FOR SENIORS CITIZENS AND PENSIONERS
Without Cheque Book Facility Rs. 20 Rs. 20
With Cheque Book Facility Rs. 250 Rs. 250
https://www.obcindia.co.in/obcnew/site/Download.aspxhttps://www.obcindia.co.in/obcnew/site/Download.aspxhttps://www.obcindia.co.in/obcnew/site/Download.aspxhttps://www.obcindia.co.in/obcnew/site/Download.aspxhttps://www.obcindia.co.in/obcnew/site/Download.aspxhttps://www.obcindia.co.in/obcnew/site/Download.aspx7/27/2019 OBC BANK - S.DU
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Current Account
How to Open an Account?
Download or obtainAccount Opening Form from the nearest branch, fill it up
properly and deposit the same with the branch of your choice along with the
following :-
1.Furnish proof of Residence (In the form of a copy of Ration Card/ Passport/
Driving License/ Electricity Bill/ Telephone Bill/ Identity Card issued by any
reputed institution. ORIGINALS be shown only at the time of scrutiny of papers)/
Business address.
2.Furnish 2 photographs of all the prospective account holder(s).
3.Introduction about you from a person known to the bank preferably by an Account
Holder of the Branch, whose account has run satisfactorily at least for the past six
months.
4.Furnish undertakings/ documents/ declarations as applicable. Please refer Current
Account opening form for details.
5.Furnish PAN or declaration ofForm No.60/61as the case may be.
6.Minimum deposits.
In Rural /
Semi Urban branches
In Urban /
Metropolitan branches
Rs. 500 Rs. 5000
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Pragati Deposit Scheme
LAUNCH OF ORIENTAL BANK PRAGATI ACCOUNT SCHEME
Name of the schemeORIENTAL BANK PRAGATI
ACCOUNT SCHEME
Date of Commencement 14.08.2007
Eligibility ALL NEW CURRENT ACCOUNTS
Minimum Amount of Deposit and
balance to be maintained
Urban & Metropolitan Rs.5000/-
Rural & Semi-urban Rs.1000/-
Validity of Scheme For a limited period only
Add on Facilities 1. One Free ATM/ Debit Card forevery
Account. The ATM/Debit Cardmay also be permitted to thepartners of the firm/Directors ofthe Company who are authorizedto operate the Account.
2. Free Personal Accident (Death)insurance cover of Rs. 1 Lac (1styear)
3. Waiver of 100% ABB Chargesduring the 1st year.
4. Free internet / Tele banking
5. Waiver of Demat AccountMaintenance Charges (for OneYear)
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For Accounts maintaining Average daily
Current Account Balance of Rs. 5 Lacs
or more
Additional Benefits
1. Free Draft issuance Facility2. Free RTGS Facility upto Rs.5
Lacs.(However, mandatory RBIcharges plus applicable servicetax shall be recovered.
Scheme Credit Schemes - Flexible Housing Loan, Car Finance, Personal Loan, Credit Cards
Social Banking - Mahila Udyam Nidhi Scheme, Krishi Card, OBC Farmers Welfare Trust
Corporate Banking - Gold Card scheme for exporters, EXIM finance
Business Sector - OBC Karigar credit card, OBC Kushal Udhami, OBC Pragati Udhami, OBC Vikas Udham
Flexi Fixed Deposit Scheme:-
We are pleased to inform that Flexi Deposit Scheme for the benefit of our depositor customers has been
approved by the Board on 18th October 2006. This scheme shall come into operation w.e.f. 1st November
2006. The features of the scheme are as under:
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PRODUCT & BENEFIT:
Through reverse sweep facility, the amount lying in Flexi Fixed Deposit shall be available to the depositor
whenever there is a requirement of funds in his / her / their operative account i.e. savings / current account. A
such, whenever the depositor issues a cheque or uses ATM card and the available balance in his/her connecteSavings/Current Account is not sufficient, Reverse Sweep will automatically withdraw the required amount
from Flexi Fixed Deposit account and the remaining amount in FFD will continue to earn the same rate of
interest, as agreed upon in the contract. In such event, the amount from flexi fixed deposit shall be transferred
to his / her / their savings / current account by following the LIFO (last in first out) method.
However, the funds to be transferred as a reverse sweep to Savings Bank/Current Account will also meet the
requirement of maintaining minimum balance.
LOANS
Banks in India with the way of development have become easy to apply in loan market. The following loans
are given by almost all the banks in the country:
Personal Loan Car Loan or Auto Loan Loan against Shares Home Loan
Education Loan or Student Loan
In Personal Loan, one can get a sanctioned loan amount between Rs 25,000 to 10, 00,000 depending upon the
profile of person applying for the loan. SBI, ICICI, HDFC, HSBC are some of the leading banks which deals
in Personal Loan.
Almost all the banks have jumped into the market of car loan which is also sometimes termed as auto loan. It i
one of the fast moving financial products of banks. Car loan / auto loan are sanctioned to the extent of 85%
upon the ex-showroom price of the car with some simple paper works and a small amount of processing fee.
Loan against shares is very easy to get because liquid guarantee is involved in it.
Home loan is the latest craze in the banking sector with the development of the infrastructure. Now people ar
moving to township outside the city. More number of townships is coming up to meet the demand of 'house
for all'. The RBI has also liberalized the interest rates of home loan in order to match the repayment capability
of even middle class people. Almost all banks are dealing in home loan. Again SBI, ICICI, HDFC, HSBC are
leading.
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The educational loan, rather to be termed as student loan, is a good banking product for the mass. Students with
certain academic brilliance, studying at recognized colleges/universities in India and abroad are generally
given education loan / student loan so as to meet the expenses on tuition fee/ maintenance cost/books and
other equipment.
MONEY TRANSFER
Beside lending and depositing money, banks also carry money from one corner of the globe to another. This
act of banks is known as transfer of money. This activity is termed as remittance business. Banks generally
issue Demand Drafts, Banker's Cheques, Money Orders or other such instruments for transferring the money.
This is a type of Telegraphic Transfer or Tele Cash Orders.
It has been only a couple of years that banks have jumped into the money transfer businesses in India. The
international money transfer market grew 9.3% from 2003 to 2004 i.e. from US$213 bn. to US$233 bn. in
2004. Economists say that the market of money transfer will further grow at a cumulative 12.1% average
growth rate through 2009.
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FUTURE OF BANKING IN INDI A
A healthy banking system is essential for any economy striving to achieve good growth and yet remain stable
in an increasingly global business environment. The Indian banking system has witnessed a series of reforms
in the past, like deregulation of interest rates, dilution of government stake in PSBs, and increased
participation of private sector banks. It has also undergone rapid changes, reflecting a number of underlying
developments. This trend has created new competitive threats as well as new opportunities. This paper aims t
foresee major future banking trends, based on these past and current movements in the market.
Given the competitive market, banking will (and to a great extent already has) become a process of choice an
convenience. The future of banking would be in terms of integration. This is already becoming a reality with
new-age banks such as YES Bank, and others too adopting a single-PIN. Geography will no longer be an
inhibitor. Technology will prove to be the differentiator in the short-term but the dynamic environment will
soon lead to its saturation and what will ultimately be the key to success will be a better relationshipmanagement.
OVERVIEW
If one were to say that the future of banking in India is bright, it would be a gross understatement. With the
growing competition and convergence of services, the customers (you and I) stand only to benefit more to say
the least. At the same time, emergence of a multitude of complex financial instruments is foreseen in the near
future (the trend is visible in the current scenario too) which is bound to confuse the customer more than everunless she spends hours (maybe days) to understand the same. Hence, I see a growing trend towards the
importance of relationship managers. The success (or failure) of any bank would depend not only on tapping
the untapped customer base (from other departments of the same bank, customers of related similar
institutions or those of the competitors) but also on the effectiveness in retaining the existing base.
India has witness to a sea change in the way banking is done in the past more than two decades. Since 1991,
the Reserve Bank of India (RBI) took steps to reform the Indian banking system at a measured pace so that
growth could be achieved without exposure to any macro-environment and systemic risks. Some of these
initiatives were deregulation of interest rates, dilution of the government stake in public sector banks (PSBs),
guidelines being issued for risk management, asset classification, and provisioning. Technology has made
tremendous impact in banking. Anywhere banking and Anytime banking have become a reality. The
financial sector now operates in a more competitive environment than before and intermediates relatively
large volume of international financial flows. In the wake of greater financial deregulation and global
financial integration, the biggest challenge before the regulators is of avoiding instability in the financial
system.
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RISK MANAGEMENT
The future of banking will undoubtedly rest on risk management dynamics. Only those banks that have
efficient risk management system will survive in the market in the long run. The effective management of
credit risk is a critical component of comprehensive risk management essential for long-term success of a
banking institution.
Although capital serves the purpose of meeting unexpected losses, capital is not a substitute for inadequate
decontrol or risk management systems. Coming years will witness banks striving to create sound internal
control or risk management processes.
With the focus on regulation and risk management in the Basel II framework gaining prominence, the post-
Basel II era will belong to the banks that manage their risks effectively. The banks with proper risk
management systems would not only gain competitive advantage by way of lower regulatory capital charge,
but would also add value to the shareholders and other stakeholders by properly pricing their services,adequate provisioning and maintaining a robust financial structure.
The future belongs to bigger banks alone, as well as to those which have minimized their risks considerably.
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ACHIEVEMENTS
Oriental bank of commerce announced its Q1FY2010 results on 29 July 2009, delivering 62% y-o
y growth in net profits to Rs832 crore (Rs512cr), substantially ahead of expectations on account olarge treasury gains, apart from healthy operating performance.
While the banks deposit growth was reasonably robust at 4.4% sequentially and 26.5% y-o-y
unlike the peers its growth in advances also remained strong at 38% y-o-y.
In spite of being at the forefront of PLR cuts, the bank posted a healthy growth in Net Interes
Income (NII) of 29% y-o-y.
Other Income surged 113% y-o-y, driven by strong treasury gains of Rs355 crore during th
quarter in line with industry trends, even as Fee income was also robust at 45% y-o-y, on the bac
of strong balance sheet growth.
Operating expenses were higher than expected on account of Rs150 crore of provisions fo
imminent wage hikes.
Gross and Net NPA ratios remained stable sequentially at 1.8% and 0.2%, with the bank no
adopting the guidelines of treating floating provisions as part of tier 2 capital instead of adjustin
against NPAs on express permission from the RBI.
AWARDS AND DISTINCTIONS
Ranked among top 50 companies by the leading financial daily, Economic Times.
Ranked as 323rd biggest bank in the world by Bankers Almanac (January 2006), London.
Earned 9th place among India's Most Trusted top 50 service brands in Economic Times- A.C Nielson
Survey.
Included in the top 1000 banks in the world according to The Banker, London.
Golden Peacock Award for Excellence in Corporate Governance - 2005 by Institute of Directors.
FICCI's Rural Development Award for Excellence in Rural Development2005
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COMPANYS MISSION AND VISION
Vision & Mission Statement
Our Vision
To be a sound all India, customer centric, efficient retail bank with contemporary size,
technology and human capital; endeavouring to enrich lives across all sections of
society; and committed to upholding the highest standards of corporate governance.
Our Mission
To provide the finest banking services by upgrading human capital and infusing
advanced technology, thereby achieving total customer satisfaction; and being
reckoned as the Best Bank in the Industry on all efficiency parameters.
To enhance shareholders wealth by ensuring sound growth of business and make
valuable contributions to national economic growth.
VALUES AND ETHICS
Bonding and Integrity
Ethical conduct
Periodic disclosure
Confidentiality and fair dealing
Compliance with rules and regulations
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STATEMENT OF THE PROBLEM
This Study will help us to understand the consumers satisfaction about banking services and products. Thi
study will help banks to understand, how a consumer selects, organizes and interprets the Quality of servic
and product offered by banks.
The market is more aware and realistic about investment and returns from financial products. In thi
background this study tries to analyze the customer satisfaction towards banking services in general an
Oriental Bank of Commerce in particular.
NEED FOR THE STUDY
The deeper the company understands of consumers needs and satisfaction, the earlier the product o
service is introduced ahead of competition, the greater the expected contribution margin. Hence th
study is very important.
This study will help companies to customize the service and product, according to the consumer
need.
This study will also help the companies to understand the experience and expectations of the existin
customers.
SCOPE OF THE STUDY
This study is limited to the consumers with in New Delhi city. The study will be able to reveal th
preferences, needs, satisfaction of the customers regarding the banking services, It also help banks t
know whether the existing products or services the are offering are really satisfying the customers needs.
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OBJECTIVE OF THE STUDY
To have an insight into the attitudes and behaviors of customers.
To find out the differences among perceived service and expected service.
To produce an executive service report to upgrade service characteristics.
To understand consumers preferences.
To access the degree of satisfaction of the consumers
REASERCH METHODOLOGY
A descriptive study tries to discover answers to the questions who, what, when, where, and, sometimes, how
The researcher attempts to describe or define a subject, often by creating a profile of a group of problemspeople, or events.
Such studies may involve the collection of data and the creation of a distribution of the number of times th
researcher observes a single event or characteristic (the research variable), or they may involve relating th
interaction of two or more variables. Organizations that maintain databases of their employees, customer
and suppliers already have significant data to conduct descriptive studies using internal information. Yet man
firms that have such data files do not mine them regularly for the decision-making insight they migh
provide.This descriptive study is popular in business research because of its versatility across disciplines. I
for-profit, not-for-profit and government organizations, descriptive investigations have a broad appeal to th
administrator and policy analyst for planning, monitoring, and evaluating. In this context, how question
address issues such as quantity, cost, efficiency, effectiveness, and adequacy.
Descriptive studies may or may not have the potential for drawing powerful inferences. A descriptive study
however, does not explain why an event has occurred or why the variables interact the way they do.
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SAMPLE SIZE
Sample size denotes the number of elements selected for the study. For the present study, 100 respondents
were selected at random. All the 100 respondents were the customers of different branches ofOriental Bank of
Commerce.
SAMPLING METHOD
A sample is a representative part of the population. In sampling technique, information is collected only from
a representative part of the universe and the conclusions are drawn on that basis for the entire universe.
A convenience sampling technique was used to collect data from the respondents.
METHOD OF DATA COLLECTION
To know the response, the researcher used questionnaire method. It has been designed as a primary researcinstrument. Questionnaires were distributed to respondents and they were asked to answer the questions givein the questionnaire.
The questionnaires were used as an instrumentation technique, because it is an important method of datcollection. The success of the questionnaire method in collecting the information depends largely on propedrafting. So in the present study questions were arranged and interconnected logically. The structurequestionnaire will reduce both interviewers and interpreters bias.
Further, coding and analysis was done for each questions response to reach into findings, suggestions anfinally to the conclusion about the topic.
TYPES OF DATA
Every decision poses unique needs for information, and relevant strategies can be developed based on th
information gathered through research. Research is the systematic objective and exhaustive search for an
study of facts relevant to the problem
Research design means the framework of study that leads to the collection and analysis of data. It is
conceptual structure with in which research is conducted. It facilitates smooth sailing of various researc
operations to make the research as effective as possible.
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PRIMARY DATA
Primary data are those collected by the investigator himself for the first time and thus they are original i
character, they are collected for a particular purpose.
A well-structured questionnaire was personally administrated to the selected sample to collect the primar
data.
LIMITATIONS OF THE STUDY
Although the study was carried out with extreme enthusiasm and careful planning there are several limitation
which handicapped the research viz,
1.Time Constraints:The time stipulated for the project to be completed is less and thus there are chances that some informatio
might have been left out, however due care is taken to include all the relevant information needed.
2.Sample size:
Due to time constraints the sample size was relatively small and would definitely have been mor
representative if I had collected information from more respondents.
3.Accuracy:
It is difficult to know if all the respondents gave accurate information; some respondents tend to giv
misleading information.
4. It was difficult to find respondents as they were busy in their schedule, and collection of data was very
difficult. Therefore, the study had to be carried out based on the availability of respondents.
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TABLE:- 1
PERCENTAGE OF PEOPLE HAVING BANK ACCOUNT
GRAPH
Graphical representation of the people having bank account
Analysis: - From the above table and graph it can be seen that only 7% of the people having no bankaccount while the other 93% have theirs in different banks. This data is presented in both the table andgraphical presentation.
Interpretation: So we can conclude most of the people have accounts in various banks for having differenreasons like , to have safety of money, to transact easily with others etc.
TABLE-2
YES93%
NO
7%
0%0%
BANK ACCOUNT
Bank Account Percentage
Yes 93%
No 7%
Total 100%
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SL.
No.
NATURE OF
ACCOUNTS
NUMBER OF
RESPONDEN
TS
PERCENTAG
E OF
RESPONDEN
TS
1. Saving A/Cs 78 78%
2. Current A/Cs 9 9%
3. Fixed Deposits 4 4%
4. Loans 3 3%
5. Others 6 6%
Total 100 100%
Analysis: Above table shows that 78% respondents have Saving A/Cs, and 9% have Current A/Cs and rest o
the respondents have 13% share of other A/Cs in total (which includes fixed deposits, loans, and othe
products)
Interpretation: This means most of the respondents are having Saving A/Cs which means the bank deposit
are enriching as Saving A/Cs share is most.
TABLE :4
GraphClassification based on nature of A/Cs
Saving A/Cs Current A/Cs Fixed Deposits Loans Others
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TABLE- 5
THE CUSTOMERS SATISFACTION WITH INTEREST RATE OF OBC
Classification Based on level of customer satisfaction with the interest provided by OBC
Analysis: - The customers are satisfied largely on the interest rate of OBC compare to any other banks i.e.82% which is elaborated in the above table and graphs.
Interpretation: so we can concluded that the customers are satisfied with the interest rate of OBC.
YES NO
Satisfied Percentage
Yes 82
No 18
Total 100
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TABLE- 6
HOW THE CUSTOMERS SATISFIED WITH INTEREST RATES OF BANKS
SL NO. NAME OF
BANKS
NO. OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS1 SBI 26 26%
2 PNB 15 15%
3 OBC 36 36%
4 ICICI 9 9%
5 OTHERS 14 14%
TOTAL 100 100%
GRAPH
Classification Based on level of customer satisfaction with the interest rate of banks .
Analysis: The above table shows that 36% of the respondents prefer OBC firstly. Thereafter they preferother banks like SBI,PNB etc. Likewise SBI-26%, PNB-15%, ICICI-9% and other banks 14%.
Interpretation:From these all it can be concluded that a major part of the customers are satisfied with theinterest rate of OBC .
SBI
PNB
OBC
ICICI
OTHERS
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TABLE:7
CONSUMERS WILLINGNESS TO SHIFT THEIR A/C s TO OTHER BANKS
SL. No. RESPONSES NUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1. Shift 8 8%
2. Doesnt shift 92 92%
TOTAL 100 100 %
Analysis: From this table it can be noted that the majority of consumers (92%) doesnt like to shift their A/Cs
to other banks.
Interpretation: The reason can be increasing customer satisfaction and quality services offered by the bank.
GraphClassification based on the willingness of respondents to shift their A/Cs to
other banks
Shift Doesn't shift
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TABLE:9
RATINGS OF THE SERVICES OFFERED BY THE RESPONDENTS LIFE INSURANCE
COMPANY
SL. No. RATINGSNUMBER OF
RESPONDENTS
PERCENTAGE OF
RESPONDENTS
1. EXCELLENT 05 5%
2. VERY GOOD 09 9%
3. GOOD 76 76%
4. AVERAGE 06 6%
5. POOR 04 4%
TOTAL 100 100 %
Analysis: From this table it could be inferred that 76% of the consumers have rated service offered as good
9% of them have rated them as very good, and 05% of them have rated as excellent and average while only
4% have rated as poor,
.Interpretation: Service offered by the bank is improving day by day. Returns consumers are getting are also
attractive. Majority of the customers rates good, very good and excellent because of the customer service
offered by the bank. Banks are providing a good service to the customers due to increased competition in the
market. This may be the reason for more satisfaction.
5 9
76
6 4
GraphClassification based on Rating of the service offered by OBC
branches
EXCELLENT VERY GOOD GOOD AVERAGE POOR
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TABLE- 10
Which product of OBC isbeneficiary to Customer?
GRAPH
Classification Based on level of various types of account provided by banks .
Analysis: - It is seen that more customer have savings account like 47% in OBC. Likewise there are 23%current account , 17% fixed deposit ,5% loan and only 8% insurance.
Interpretation: So it is clear that there are more savings account in OBC as compare to other accounts and
services.
0
10
20
30
40
50
SA CA FD LA INS
Product Percentage
Saving A/c (SA) 47%
Current A/C (CA) 23%
Fixed Deposit (FD) 17%
Loan A/C (LA) 05%
Insurance (INS) 08%
Total 100%
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Findings
1..Most of the respondents are having Saving A/Cs .
2. Most of the respondents are satisfied with the service offered by Oriental Bank of Commerce .
3. Majority of the customers rates good, very good and excellent because of the customer service offered by
the bank.
4.people are now looking forward for better customer service in addition to the brand name in which they ar
investing and the returns they are getting.
5. The reason can be increasing customer satisfaction and quality services offered by the bank.
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SUGGESTIONS
With regard to banking products and services, consumers respond at different rates, depending on th
consumers characteristics. Hence I OBC should try to bring their new product and services to the attention o
potential early adopters.
Due to the intense competition in the financial market, OBC should adopt better strategies to attrac
more customers.
Return on investment company reputation and premium outflow are most preferred attributes that ar
expected by the respondents. Hence greater focus should be given to these attributes.
OBC should adopt effective promotional strategies to increase the awareness level among th
consumers. OBC should ask for their consumer feedback to know whether the consumers are really satisfied o
dissatisfied with the service and product of the bank. If they are dissatisfied, then the reasons fo
dissatisfaction should be found out and should be corrected in future.
The OBC brand name has earned a lot of goodwill and enjoys high brand equity. As there is intens
competition, OBC should work hard to maintain its position and offer better service and products t
consumers.
The bank should try to increase the Brand image through performance and service then, only th
customers will be satisfied.
Majority of the people find banking important in their life, so OBC should employ the strategies t
convert the want in to need which will enrich their business.
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.
Bibliography:Books
Research Methodology by C.R. KOTHARI, 2nd edition.
Marketing Management by PHILIP KOTLER, 11th edition.
1. WEBSITE
www.obcindia.co.in
www.google.com
http://www.obcindia.co.in/http://www.obcindia.co.in/http://www.google.com/http://www.google.com/http://www.google.com/http://www.obcindia.co.in/