“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”                               Executive SummaryIntroduction:Women are one of t...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Title of the project:“Customer response towards the Andhra Bank Vanitha Vahan s...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”¬ QuestionnaireSampling Method: The sample is selected based on non- probabilit...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”    ¬ Out of 100 women, 35% women are going to own a vehicle in future. So thes...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”            CHAPTER-1INDUSTRY PROFILE                   Babasabpatilfreepptmba....
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”History of Banking in India:Without a sound and effective banking system in Ind...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”The General Bank of India was set up in the year 1786. Next came Bank of Hindus...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Government took major steps in this Indian Banking Sector Reform after independ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”confidence about the sustainability of these institutions.Phase III :-This phas...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Bank, in 1895 in Lahore; Bank of India, in 1906, in Mumbai - both of which were...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”as New Generation tech-savvy banks, which included banks like ICICI Bank and HD...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”to be vetted by them.One of the classical economic functions of the banking ind...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”      Banks provide convenient means of transfer of fund from one place to ano...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”a large network of branches and people it is necessary to have commonality of t...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”                                                  Scheduled Banks              ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Reserve Bank of India was nationalized in the year 1949. The general superinten...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”over the country is undertaken by the Reserve Bank as agent of the Government. ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”liabilities was abolished and banks have been asked to keep cash reserves equal...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”(c) It controls the banking system through the system of licensing, inspection ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”July 1969 has imposed new responsibilities on the RBI for directing the growth ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Monetary functions of the RBI are significant as they control and regulate the ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”  6. Canara Bank    7.   Indian Bank    8.   Indian Overseas Bank    9.   Bank ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”• Scheduled Commercial Banks in India•   Unscheduled Banks in IndiaScheduled Ba...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Private Sector BanksPrivate banking in India was practiced since the beginning ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”cooperative bank is also regulated by the RBI. They are governed by the Banking...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”areas in India. Few of them are as follows.    ♣ Haryana State Cooperative Apex...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”number of foreign banks is still waiting with baggage to start business in Indi...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”♣ Bank Savings Account♣   Bank Current Account♣   Bank Term Deposits Account♣  ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Debit cards, also known as check cards look like credit cards or ATM cards (aut...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”A Visa Money Transfer is of similar kind, in many respects, to the third-party ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”¬ Internet Banking                   Babasabpatilfreepptmba.com
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”   CHAPTER- 2COMPANY PROFILEBrief History"Andhra Bank" was founded by the emine...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”computerized, 1186 units viz., 1101 Branches, 70 Extension Counters, 15 Service...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”among the children.Bank has also launched "Smart Card" under Financial Inclusio...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”.Bank has launched two new Agri products -"AB Kisan Rakshak" - a debt swapping ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”a very illustrious personality.Corporate Identity(Togetherness ) is the theme o...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Shri K Ramakrishnan, B.Com(Spl), MBA(Gold Medalist)(First Class First) has been...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Shri Kalyan Mukherjee B.A.(Hons), MBA joined the Andhra Bank board as Executive...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Board Of Directors  •   Dr K Ramakrishnan Chairman & Managing Director         ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”  • Sri Kalyan Mukherjee Executive Director   •   Sri Madhusudan Prasad Govt. o...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”4   Canara Bank5   CUB6   CORP7   COS8   CSB9   Dena Bank10  Development Credit...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”                   Babasabpatilfreepptmba.com
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”                       AWARDS                                AND       ACHIEVEM...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”* Andhra Bank has bagged the "Best Bank Award" in the category of "Use of IT fo...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Ranked as the Top Number 1 Bank in Asia under the "Return on Capital"ϖ The Bank...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”15th Place in terms of Size and Strength, Operations, Productivity and Efficien...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”ϖ Andhra Bank as the Convenor Bank for the State Level Bankers Committee (SLBC)...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”       PRODUCT                   Babasabpatilfreepptmba.com
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”              PROFILEDeposit Schemes:-  •   AB Savings accounts  •   AB Current...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”2. AB Current Accounts        •    AB Insurance linked Current AC3. AB Term Dep...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”  • AB Clean Loans   •   AB Mortgage LoansAgriculture Loans   •   AB Mahila Sou...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”part of bread making in the house shameful and thus began their ill-treatment. ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”            CHAPTER-3    METHODOLOGY                   Babasabpatilfreepptmba.com
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Andhra Bank, as a special gesture to encourage and empower Indian women, is off...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Introduction to the TopicAndhra Bank, as a special gesture to encourage & empow...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Repayment:For 4 wheelers - minimum 12 months and maximum 72 months (EMI).For 2 ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”2) Measurement tool:¬ QuestionnaireSampling Method: The sample is selected base...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”            CHAPTER-4      ANALYSIS AND  INTERPRETATION                   Babas...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”  1) Occupation of the respondent                                Occupation of ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”  The maximum women respondent belongs to profession and service category.  2) ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”  ♣ 1% woman has her annual income above 200000  The maximum women have their a...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”  ♣ 42% of women respondents are with the Andhra Bank between 6-10 years  ♣ 15%...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”  It was found that out of 100 women respondents,  ♣ 69% women are aware of And...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”                        Are you aware of AB Vanitha vahan scheme?              ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”                         How you came to know about this AB vanita vahan scheme...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”  ♣ Only 5% women came to know about the scheme through advertisement  So Andhr...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Interpretation: -  The 5% women who came know about the AB Vanitha vahan scheme...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”                        Do you know the fatures in detail of AB vanita vahan sc...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”      According to you which promotional tools AB have to conduct for popularis...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”     tool to popularize the scheme.  ♣ 30% women feel that Andhra Bank has to u...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”                         Would you like to own a vehical in future?            ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”  11) If yes, would you go for “AB Vanitha Vahan” scheme?                      ...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”  ♣ 21% women do not want to go for AB vanitha vahan scheme   This shows that t...
“CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Interpretation:-   14% professional women and 11% service women would like to o...
A project treport on customer response towards the andhra bank
A project treport on customer response towards the andhra bank
A project treport on customer response towards the andhra bank
A project treport on customer response towards the andhra bank
A project treport on customer response towards the andhra bank
A project treport on customer response towards the andhra bank
A project treport on customer response towards the andhra bank
A project treport on customer response towards the andhra bank
A project treport on customer response towards the andhra bank
A project treport on customer response towards the andhra bank
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A project treport on customer response towards the andhra bank

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  1. 1. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” Executive SummaryIntroduction:Women are one of the greatest assets in a society. They are equal 2 men in allaspects...women are moreover perfectionists in all spheres...all that they need in Todaysworld is a bit of empowerment and it is the duty of every society to provide this.... In thevedic times, women were given an equal status like men in the society. They were allowed tovoice their own opinions, exhibit their talents and the list goes on. If you actually observe theperiod after the vedic times you can really see the contrasting status and freedom levels of awoman in society. Yes, after the vedic times women were treated like mans play thing. Theywere considered as suitable only for household activities and the women being menconsidered a part of bread making in the house shameful and thus began their ill treatment.Women empowerments have started their very first struggle.Most men view themselves as being the superior life-form in society. They justify this beliefby saying that they are stronger and more capable; thus, making them more qualify for themore important roles in society. They place themselves on pedestals and force women tobelieve in their own inferiority to men and their incapability to excel educationally,politically, economically, and domestically. But the truth is that women will eventuallyadvance in all these areas and come to realize that they do not need men to survive.Introduction to the topicAndhra Bank, as a special gesture to encourage and empower Indian women, is offering aVehicle loan scheme “AB VANITHA VAHAN” with low rate of interest. AB VANITHAVAHAN is a Four/Two wheeler vehicle loan scheme exclusively women for purchase ofvehicle including purchase of four wheeler on second sales. To know the response of thecustomers the study has been taken. Babasabpatilfreepptmba.com
  2. 2. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Title of the project:“Customer response towards the Andhra Bank Vanitha Vahan scheme in Hubli.”Objective: To know the customer response towards Andhra Bank Vanitha Vahan scheme in Hubli.Sub objectives:1) To know the awareness level of AB Vanitha Vahan scheme.2) To know the potential market for AB Vanitha Vahan scheme.3) To identify the reasons for performance & avenues for popularizing the scheme.Need for the studyAs Andhra Bank offered the AB Vanitha Vahan scheme from last three years & till now inHubli, no women has taken loan from Andhra bank for their vehicles. It was felt to ascertainthe customer response towards AB Vanitha Vahan scheme. This study is undertaken toexplore the reasons for scheme not accepted by customers.Research methodology:1) Data collection methods used:Primary and secondary data collected to carry out the research work.Primary data:Primary data collected through questionnaire using face-to-face interview method.Secondary data-In this study Secondary data is collected from Web-sites, Books and Employees of AndhraBank.2) Measurement tool: Babasabpatilfreepptmba.com
  3. 3. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”¬ QuestionnaireSampling Method: The sample is selected based on non- probability sampling method(convenience sampling method).Sample size is 100 customers.Sampling unit: Women account holders of Andhra BankSample frame: Hubli city3) Possible outcomes & Benefits:1. The research will identify the reasons for customers not accepting the scheme.2. The study will indicate the need for modification or scheme to make it attractive3. The study will focus on need for creating awareness & increasing sales.Findings ¬ 32% women are aware of AB Vanitha vahan scheme, 68% women are unaware of AB Vanitha vahan scheme. Awareness level of AB Vanitha vahan scheme is low in women comparing with the other schemes of Andhra Bank. ¬ Out of 100 women, 40% women feel that Andhra Bank has to use Hoardings- Banners as promotional tool, 16% women feel that Catalogues- pamphlets as.30% women feel that Local TV advertisement, 14% women feel that to popularize the scheme Andhra Bank has to use promotional tools like News papers, Magazines etc. Andhra Bank has to give more stress on promotional tools like Hoardings- Banners, Local TV advertisement to popularize the scheme as well as to create awareness also within the customers. Babasabpatilfreepptmba.com
  4. 4. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” ¬ Out of 100 women, 35% women are going to own a vehicle in future. So these 35% women may be potential customers for the Andhra Bank ¬ Out of 35% women, who are going to own a vehicle in future, 14% potential customers for AB Vanitha vahan scheme. Andhra Bank has give more stress on remaining 21% women as to make them potential customers for the scheme through communicating them. Babasabpatilfreepptmba.com
  5. 5. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” CHAPTER-1INDUSTRY PROFILE Babasabpatilfreepptmba.com
  6. 6. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”History of Banking in India:Without a sound and effective banking system in India it cannot have a healthy economy. Thebanking system of India should not only be hassle free but it should be able to meet newchallenges posed by the technology and any other external and internal factors.For the past three decades Indias banking system has several outstanding achievements to itscredit. The most striking is its extensive reach. It is no longer confined to only metropolitansor cosmopolitans in India. In fact, Indian banking system has reached even to the remotecorners of the country. This is one of the main reasons of Indias growth process.The Governments regular policy for Indian banks since 1969 has paid rich dividends with thenationalization of 14 major private banks of India.The first bank in India, though conservative, was established in 1786. From 1786 till today,the journey of Indian Banking System can be segregated into three distinct phases. They areas mentioned below :- 1. Early phase from 1786 to 1969 of Indian Banks 2. Nationalization of Indian Banks and up to 1991 prior to Indian banking sector Reforms. 3. New phase of Indian Banking System with the advent of Indian Financial & Banking Sector Reforms after 1991.Phase I: Babasabpatilfreepptmba.com
  7. 7. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”The General Bank of India was set up in the year 1786. Next came Bank of Hindustan andBengal Bank. The East India Company established Bank of Bengal (1809), Bank of Bombay(1840) and Bank of Madras (1843) as independent units and called it Presidency Banks.These three banks were amalgamated in 1920 and Imperial Bank of India was establishedwhich started as private shareholders banks, mostly Europeans shareholders.In 1865 Allahabad Bank was established and first time exclusively by Indians, PunjabNational Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and 1913,Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank, and Bankof Mysore were set up. Reserve Bank of India came in 1935.During the first phase the growth was very slow and banks also experienced periodic failuresbetween 1913 and 1948. There were approximately 1100 banks, mostly small. To streamlinethe functioning and activities of commercial banks, the Government of India came up withThe Banking Companies Act, 1949 which was later changed to Banking Regulation Act 1949as per amending Act of 1965 (Act No. 23 of 1965). Reserve Bank of India was vested withextensive powers for the supervision of banking in India as the Central Banking Authority.During those days public has lesser confidence in the banks. As an aftermath depositmobilization was slow. Abreast of it the savings bank facility provided by the Postaldepartment was comparatively safer. Moreover, funds were largely given to traders.Phase II: Babasabpatilfreepptmba.com
  8. 8. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Government took major steps in this Indian Banking Sector Reform after independence. In1955, it nationalized Imperial Bank of India with extensive banking facilities on a large scaleespecially in rural and semi-urban areas. It formed State Bank of India to act as the principalagent of RBI and to handle banking transactions of the Union and State Governments all overthe country. Seven banks forming subsidiary of State Bank of India was nationalized in 1960 on 19thJuly, 1969, major process of nationalization was carried out. It was the effort of the thenPrime Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the country werenationalized.Second phase of nationalization of Indian Banking Sector Reform was carried out in 1980with seven more banks. This step brought 80% of the banking segment in India underGovernment ownership. The following are the steps taken by the Government of India to Regulate BankingInstitutions in the Country:1949 : Enactment of Banking Regulation Act.1955 : Nationalization of State Bank of India.1959 : Nationalization of SBI subsidiaries.1961 : Insurance cover extended to deposits.1969 : Nationalization of 14 major banks.1971 : Creation of credit guarantee corporation.1975 : Creation of Regional Rural Banks.1980 : Nationalization of seven banks with deposits over 200 crore.After the nationalization of banks, the branches of the public sector banks of India rose toapproximately 800% in deposits and advances took a huge jump by 11,000%.Banking in the sunshine of Government ownership gave the public implicit faith and immense Babasabpatilfreepptmba.com
  9. 9. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”confidence about the sustainability of these institutions.Phase III :-This phase has introduced many more products and facilities in the banking sector in itsreforms measure. In 1991, under the chairmanship of Mr.M Narasimham, a committee wasset up by his name which worked for the liberalization of banking practices.The country is flooded with foreign banks and their ATM stations. Efforts are being put togive a satisfactory service to customers. Phone banking and net banking is introduced. Theentire system became more convenient and swift. Time is given more importance thanmoney.The financial system of India has shown a great deal of resilience. It is sheltered from anycrisis triggered by any external macroeconomics shock as other East Asian Countriessuffered. This is all due to a flexible exchange rate regime, the foreign reserves are high, thecapital account is not yet fully convertible, and banks and their customers have limitedforeign exchange exposure.Banking in India originated in the first decade of 18th century with The General Bank ofIndia coming into existence in 1786. This was followed by Bank of Hindustan. Both thesebanks are now defunct. The oldest bank in existence in India is the State Bank of India beingestablished as "The Bank of Calcutta" in Calcutta in June 1806.Couple of decades later, foreign banks like HSBC and Credit Lyonnais started their Calcuttaoperations in the 1850s. At that point of time, Calcutta was the most active trading port,mainly due to the trade of the British Empire, and due to which banking activity took rootsthere and prospered. The first fully Indian owned bank was the Allahabad Bank set up in1865.By the 1900s, the market expanded with the establishment of banks like Punjab National Babasabpatilfreepptmba.com
  10. 10. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Bank, in 1895 in Lahore; Bank of India, in 1906, in Mumbai - both of which were foundedunder private ownership. Indian banking sector was formally regulated by Reserve Bank ofIndia from 1935. After Indias independence in 1947, the Reserve Bank was nationalized andgiven broader powers.SBI Group:The Bank of Bengal, which later became the State Bank of India. State Bank of India; withits seven associate banks command the largest banking resources in India.Nationalization :The next significant milestone in Indian Banking happened in the late 1960s when the thenIndira Gandhi government nationalized, on 19th July, 1969, 14 major commercial Indianbanks, followed by nationalization of 6 more commercial Indian banks in 1980. The statedreason for the nationalization was more control of credit delivery. After this, until the 1990s,the nationalized banks grew at a leisurely pace of around 4% - also called as the Hindugrowth of the Indian economy.After the amalgamation of New Bank of India with Punjab National Bank, currently there are19 nationalized banks in India.Liberalization :In the early 1990s the then Narasimha Rao Government embarked on a policy ofliberalization and gave licenses to a small number of private banks, which came to be known Babasabpatilfreepptmba.com
  11. 11. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”as New Generation tech-savvy banks, which included banks like ICICI Bank and HDFCBank. This move along with the rapid growth in the economy of India, kick started thebanking sector in India, which has seen rapid growth with strong contribution from all thethree sectors of banks, namely, government banks, private banks and foreign banks. Howeverthere had been a few hiccups for these new banks with many either being taken over likeGlobal Trust Bank while others like Centurion Bank have found the going tough.The next stage for the Indian banking has been set up with the proposed relaxation in thenorms for Foreign Direct Investment, where all Foreign Investors in banks may be givenvoting rights which could exceed the present cap of 10%.Current scenario :Currently (2006), overall banking in India is considered as fairly mature in terms of supply,product range and reach - even though reach in rural India still remains a challenge for theprivate sector and foreign banks. Even in terms of quality of assets and capital adequacy,Indian banks are considered to have clean, strong and transparent balance sheets - ascompared to other banks in comparable economies in its region. The Reserve Bank of India isan autonomous body, with minimal pressure from the Government. The stated policy of theBank on the Indian Rupee is to manage volatility -without any stated exchange rate - and thishas mostly been true.With the growth in the Indian economy expected to be strong for quite some time - especiallyin its services sector, the demand for banking services - especially retail banking, mortgagesand investment services are expected to be strong. M & As., takeovers, asset sales and muchmore action (as it is unraveling in China) will happen on this front in India.Recently (March 2006), the Reserve Bank of India allowed Wartburg Pincus to increase itsstake in Kotak Mahindra Bank (a private sector bank) to 10%. This is the first time aninvestor has been allowed to hold more than 5% in a private sector bank since the RBIannounced norms in 2005 that any stake exceeding 5% in the private sector banks would need Babasabpatilfreepptmba.com
  12. 12. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”to be vetted by them.One of the classical economic functions of the banking industry that has remained virtuallyunchanged over the centuries is lending. However there have been considerable changes inthe institutional structure and the economic environment brought about by heightenedcompetition and technological changes. On the one hand, competition has had considerableadverse impact on the margins, which lenders have enjoyed, but on the other hand technologyhas to some extent reduced the cost of delivery of various products and services.In the Indian scenario the first few decades of independent India witnessed regulated bankingenvironment with administered interest rate structure, which was inevitable in a resourcesscarce scenario. However with the situation radically changing for the better in the secondhalf of the past decade most of the regulatory prescriptions have either been withdrawn orconsiderably diluted. With further liberalization on the horizon, as the country moves towardsgreater integration with the global economy the competitive environment that banks andfinancial intermediaries are functioning can be expected to become more severe. The daysahead can be expected to bring further innovations in the area of financial intermediation.Bank is a financial institution that borrows money from the public and lends money to thepublic for productive purposes. The Indian Banking Regulation Act of 1949 defines the termBanking Company as "Any company which transacts banking business in India" and the termBanking as "Accepting for the purpose of lending all investment of deposits, of money fromthe public, repayable on demand or otherwise and withdrawal by cheque, draft or otherwise".Banks play important role in economic development of a country, like  Banks mobilise the small savings of the people and make them available for productive purposes.  Promotes the habit of savings among the people thereby offering attractive rates of interests on their deposits.  Provides safety and security to the surplus money of the depositors and as well provides a convenient and economical method of payment. Babasabpatilfreepptmba.com
  13. 13. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”  Banks provide convenient means of transfer of fund from one place to another.  Helps the movement of capital from regions where it is not very useful to regions where it can be more useful.  Banks advances exposure in trade and commerce, industry and agriculture by knowing their financial requirements and prospects.  Bank acts as an intermediary between the depositors and the investors. Bank also acts as mediator between exporter and importer who does foreign trades.The Indian banking has come from a long way from being a sleepy business institution to ahighly pro-active and dynamic entity. This transformation has been largely brought about bythe large dose of liberalization and economic reforms that allowed banks to explore newbusiness opportunities rather than generating revenues from conventional streams (i.e.borrowing and lending). The banking in India is highly fragmented with 30 banking unitscontributing to almost 50% of deposits and 60% of advances. Indian nationalized banks(banks owned by the Government) continue to be the major lenders in the economy due totheir sheer size and penetrative networks which assures them high deposit mobilization. TheIndian banking can be broadly categorized interest nationalized, private banks and specializedbanking institutions.The growing complexity of banking and the emergence of new loan products have changedthe risk profile of banks and as a result regulatory authorities have stepped in to maintain theconfidence level of the public in the financial system by calling for greater transparency andalso by imposition of capital adequacy norms and provisioning requirements. In the dayswhen lending was a simple operation, undertaken by well experienced bankers and that too ina stable, predictable and familiar environment to a small community of knownClientele the lack of a well documented credit policy was not considered a handicap.Moreover there was a feeling that if such a document were to be put in place then it couldbring about some inflexibility in taking lending decisions. However, when operation through Babasabpatilfreepptmba.com
  14. 14. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”a large network of branches and people it is necessary to have commonality of thinking andapproach and a credit policy document provides the basis for this. The consequences of theexcesses of the era of unbridled credit expansion were there for all to see. Some well knownbanking institutions disappeared under a mountain of ill-advised credit exposure and somevery well known names considered stalwarts in global banking came close to disappearing.A well-documented credit policy has therefore been now recognized as an importantrequirement for any lending institution in building a loan book of acceptable risk profile,which will provide liable revenue stream. The Structure of Indian Banking.The Indian banking industry has Reserve Bank of India as its Regulatory Authority. This is amix of the Public sector, Private sector, Co-operative banks and foreign banks. The privatesector banks are again split interest old banks and new banks. Reserve Bank of India [Central Bank] Babasabpatilfreepptmba.com
  15. 15. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” Scheduled Banks Scheduled Scheduled Co-operative Banks Commercial Banks Public Sector Private SectorRegional Foreign Banks Banks Banks Rural Scheduled Urban Scheduled StateNationalized SBI & its Co-Operative Co-Operative Banks Banks Associates Banks Old Private Sector Banks New Private Sector Banks RESERVE BANK OF INDIA (RBI) The central bank of the country is the Reserve Bank of India (RBI). It was established in April 1935 with a share capital of Rs. 5 crores on the basis of the recommendations of the Hilton Young Commission. The share capital was divided into shares of Rs. 100 each fully paid which was entirely owned by private shareholders in the beginning. The Government held shares of nominal value of Rs. 2, 20,000. Babasabpatilfreepptmba.com
  16. 16. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Reserve Bank of India was nationalized in the year 1949. The general superintendence anddirection of the Bank is entrusted to Central Board of Directors of 20 members, the Governorand four Deputy Governors, one Government official from the Ministry of Finance, tennominated Directors by the Government to give representation to important elements in theeconomic life of the country, and four nominated Directors by the Central Government torepresent the four local Boards with the headquarters at Mumbai, Kolkata, Chennai and NewDelhi. Local Boards consist of five members each Central Government appointed for a termof four years to represent territorial and economic interests and the interests of co-operativeand indigenous banks.The Reserve Bank of India Act, 1934 was commenced on April 1, 1935. The Act, 1934 (II of1934) provides the statutory basis of the functioning of the Bank.The Bank was constituted for the need of following:• To regulate the issue of banknotes• To maintain reserves with a view to securing monetary stability and• To operate the credit and currency system of the country to its advantage.Functions of Reserve Bank of IndiaThe Reserve Bank of India Act of 1934 entrust all the important functions of a central bankthe Reserve Bank of India.Bank of IssueUnder Section 22 of the Reserve Bank of India Act, the Bank has the sole right to issue banknotes of all denominations. The distribution of one rupee notes and coins and small coins all Babasabpatilfreepptmba.com
  17. 17. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”over the country is undertaken by the Reserve Bank as agent of the Government. The ReserveBank has a separate Issue Department which is entrusted with the issue of currency notes.The assets and liabilities of the Issue Department are kept separate from those of the BankingDepartment. Originally, the assets of the Issue Department were to consist of not less thantwo-fifths of gold coin, gold bullion or sterling securities provided the amount of gold wasnot less than Rs. 40 crores in value. The remaining three-fifths of the assets might be held inrupee coins, Government of India rupee securities, eligible bills of exchange and promissorynotes payable in India. Due to the exigencies of the Second World War and the post-wasperiod, these provisions were considerably modified. Since 1957, the Reserve Bank of Indiais required to maintain gold and foreign exchange reserves of Ra. 200 crores, of which at leastRs. 115 crores should be in gold. The system as it exists today is known as the minimumreserve system.Banker to GovernmentThe second important function of the Reserve Bank of India is to act as Government banker,agent and adviser. The Reserve Bank is agent of Central Government and of all StateGovernments in India excepting that of Jammu and Kashmir. The Reserve Bank has theobligation to transact Government business, via. to keep the cash balances as deposits free ofinterest, to receive and to make payments on behalf of the Government and to carry out theirexchange remittances and other banking operations. The Reserve Bank of India helps theGovernment - both the Union and the States to float new loans and to manage public debt.The Bank makes ways and means advances to the Governments for 90 days. It makes loansand advances to the States and local authorities. It acts as adviser to the Government on allmonetary and banking matters.Bankers’ Bank and Lender of the Last ResortThe Reserve Bank of India acts as the bankers bank. According to the provisions of theBanking Companies Act of 1949, every scheduled bank was required to maintain with theReserve Bank a cash balance equivalent to 5% of its demand liabilities and 2 per cent of itstime liabilities in India. By an amendment of 1962, the distinction between demand and time Babasabpatilfreepptmba.com
  18. 18. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”liabilities was abolished and banks have been asked to keep cash reserves equal to 3 per centof their aggregate deposit liabilities. The minimum cash requirements can be changed by theReserve Bank of India. The scheduled banks can borrow from the Reserve Bank of India on the basis of eligiblesecurities or get financial accommodation in times of need or stringency by rediscountingbills of exchange. Since commercial banks can always expect the Reserve Bank of India tocome to their help in times of banking crisis the Reserve Bank becomes not only the bankersbank but also the lender of the last resort.Controller of CreditThe Reserve Bank of India is the controller of credit i.e. it has the power to influence thevolume of credit created by banks in India. It can do so through changing the Bank rate orthrough open market operations. According to the Banking Regulation Act of 1949, theReserve Bank of India can ask any particular bank or the whole banking system not to lend toparticular groups or persons on the basis of certain types of securities. Since 1956, selectivecontrols of credit are increasingly being used by the Reserve Bank.The Reserve Bank of India is armed with many more powers to control the Indian moneymarket. Every bank has to get a license from the Reserve Bank of India to do bankingbusiness within India, the license can be cancelled by the Reserve Bank of certain stipulatedconditions are not fulfilled. Every bank will have to get the permission of the Reserve Bankbefore it can open a new branch. Each scheduled bank must send a weekly return to theReserve Bank showing, in detail, its assets and liabilities. This power of the Bank to call forinformation is also intended to give it effective control of the credit system. The ReserveBank has also the power to inspect the accounts of any commercial bank.As supreme banking authority in the country, the Reserve Bank of India, therefore, has thefollowing powers:(a) It holds the cash reserves of all the scheduled banks.(b) It controls the credit operations of banks through quantitative and qualitative controls. Babasabpatilfreepptmba.com
  19. 19. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”(c) It controls the banking system through the system of licensing, inspection and calling for information(d) It acts as the lender of the last resort by providing rediscount facilities to scheduled banks.(e) Custodian of Foreign ReservesThe Reserve Bank of India has the responsibility to maintain the official rate of exchange.According to the Reserve Bank of India Act of 1934, the Bank was required to buy and sell atfixed rates any amount of sterling in lots of not less than Rs. 10,000. Since 1935 the Bankwas able to maintain the exchange rate fixed at lsh.6d. Though there were periods of extremepressure in favour of or against the rupee. After India became a member of the InternationalMonetary Fund in 1946, the Reserve Bank has the responsibility of maintaining fixedexchange rates with all other member countries of the I.M.F.Besides maintaining the rate of exchange of the rupee, the Reserve Bank has to act as thecustodian of Indias reserve of international currencies. The vast sterling balances wereacquired and managed by the Bank. Further, the RBI has the responsibility of administeringthe exchange controls of the country.Supervisory FunctionsIn addition to its traditional central banking functions, the Reserve bank has certain non-monetary functions of the nature of supervision of banks and promotion of sound banking inIndia. The Reserve Bank Act, 1934, and the Banking Regulation Act, 1949 have given theRBI wide powers of supervision and control over commercial and co-operative banks,relating to licensing and establishments, branch expansion, liquidity of their assets,management and methods of working, amalgamation, reconstruction, and liquidation. TheRBI is authorized to carry out periodical inspections of the banks and to call for returns andnecessary information from them. The nationalization of 14 major Indian scheduled banks in Babasabpatilfreepptmba.com
  20. 20. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”July 1969 has imposed new responsibilities on the RBI for directing the growth of bankingand credit policies towards more rapid development of the economy and realization of certaindesired social objectives. The supervisory functions of the RBI have helped a great deal inimproving the standard of banking in India to develop on sound lines and to improve themethods of their operation.Promotional functionsWith economic growth assuming a new urgency since Independence, the range of the ReserveBanks functions has steadily widened. The Bank now performs a variety of developmentaland promotional functions, which, at one time, were regarded as outside the normal scope ofcentral banking. The Reserve Bank was asked to promote banking habit, extend bankingfacilities to rural and semi-urban areas, and establish and promote new specialized financingagencies. Accordingly, the Reserve Bank has helped in the setting up of the IFCI and theSFC; it set up the Deposit Insurance Corporation in 1962, the Unit Trust of India in 1964, theIndustrial Development Bank of India also in 1964, the Agricultural Refinance Corporationof India in 1963 and the Industrial Reconstruction Corporation of India in 1972. Theseinstitutions were set up directly or indirectly by the Reserve Bank to promote saving habitand to mobilize savings, and to provide industrial finance as well as agricultural finance. Asfar back as 1935, the Reserve Bank of India set up the Agricultural Credit Department toprovide agricultural credit. But only since 1951 the Banks role in this field has becomeextremely important.The Bank has developed the co-operative credit movement to encourage saving, to eliminatemoneylenders from the villages and to route its short term credit to agriculture. The RBI hasset up the Agricultural Refinance and Development Corporation to provide long-term financeto farmers.Classification of RBI’s FunctionsThe monetary functions also known as the central banking functions of the RBI are related tocontrol and regulation of money and credit, i.e., issue of currency, control of bank credit,control of foreign exchange operations, banker to the Government and to the money market. Babasabpatilfreepptmba.com
  21. 21. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Monetary functions of the RBI are significant as they control and regulate the volume ofmoney and credit in the country.Equally important, however, are the non-monetary functions of the RBI in the context ofIndias economic backwardness. The supervisory function of the RBI may be regarded as anon-monetary function (though many consider this a monetary function). The promotion ofsound banking in India is an important goal of the RBI, the RBI has been given wide anddrastic powers, under the Banking Regulation Act of 1949 - these powers relate to licensingof banks, branch expansion, liquidity of their assets, management and methods of working,inspection, amalgamation, reconstruction and liquidation. Under the RBIs supervision andinspection, the working of banks has greatly improved. Commercial banks have developedinto financially and operationally sound and viable units. The RBIs powers of supervisionhave now been extended to non-banking financial intermediaries. Since independence,particularly after its nationalization 1949, the RBI has followed the promotional functionsvigorously and has been responsible for strong financial support to industrial and agriculturaldevelopment in the country. Nationalization of Banks in IndiaThe nationalization of banks in India took place in 1969 by Mrs. Indira Gandhi the then primeminister. It nationalized 14 banks then. These banks were mostly owned by businessmen andeven managed by them. 1. Central Bank of India 2. Bank of Maharashtra 3. Dena Bank 4. Punjab National Bank 5. Syndicate Bank Babasabpatilfreepptmba.com
  22. 22. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” 6. Canara Bank 7. Indian Bank 8. Indian Overseas Bank 9. Bank of Baroda 10. Union Bank 11. Allahabad Bank 12. United Bank of India 13. UCO Bank 14. Bank of IndiaBefore the steps of nationalization of Indian banks, only State Bank of India (SBI) wasnationalized. It took place in July 1955 under the SBI Act of 1955. Nationalization of SevenState Banks of India (formed subsidiary) took place on 19th July, 1960.The State Bank of India is Indias largest commercial bank and is ranked one of the top fivebanks worldwide. It serves 90 million customers through a network of 9,000 branches and itoffers-either directly or through subsidiaries-a wide range of banking services.The second phase of nationalization of Indian banks took place in the year 1980. Seven morebanks were nationalized with deposits over 200 crores. Till this year, approximately 80% ofthe banking segment in India was under Government ownership.After the nationalization of banks in India, the branches of the public sector banks rose toapproximately 800% in deposits and advances took a huge jump by 11,000%.• 1955: Nationalization of State Bank of India.• 1959: Nationalization of SBI subsidiaries.• 1969: Nationalization of 14 major banks.• 1980: Nationalization of seven banks with deposits over 200 crores.Scheduled Commercial Banks in IndiaThe commercial banking structure in India consists of: Babasabpatilfreepptmba.com
  23. 23. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”• Scheduled Commercial Banks in India• Unscheduled Banks in IndiaScheduled Banks in India constitute those banks which have been included in the SecondSchedule of Reserve Bank of India (RBI) Act, 1934. RBI in turn includes only those banks inthis 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 of64,918 branches. The scheduled commercial banks in India comprise of State bank of Indiaand its associates (8), nationalized banks (19), foreign banks (45), private sector banks (32),co-operative banks and regional rural banks.Non-scheduled Commercial Banks in India"Non-scheduled bank in India" means a banking company as defined in clause (c) of section5 of the Banking Regulation Act, 1949 (10 of 1949), which is not a scheduled bank". Banks in IndiaIn India the banks are being segregated in different groups. Each group has their own benefitsand limitations in operating in India. Each has their own dedicated target market. Few ofthem only work in rural sector while others in both rural as well as urban. Many even are onlycatering in cities. Some are of Indian origin and some are foreign players.One more section has been taken note of is the upcoming foreign banks in India. The RBI hasshown certain interest to involve more of foreign banks than the existing one recently. Thisstep has paved a way for few more foreign banks to start business in India. Babasabpatilfreepptmba.com
  24. 24. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Private Sector BanksPrivate banking in India was practiced since the beginning of banking system in India. Thefirst private bank in India to be set up in Private Sector Banks in India was IndusInd Bank. Itis one of the fastest growing Banks of Private Sector Banks in India. IDBI ranks the tenthlargest development bank in the world as Private Banks in India and has promoted worldclass institutions in India.The first Private Bank in India to receive an in principle approval from the Reserve Bank ofIndia was Housing Development Finance Corporation Limited, to set up a bank in the privatesector banks in India as part of the RBIs liberalization of the Indian Banking Industry. It wasincorporated in August 1994 as HDFC Bank Limited with registered office in Mumbai andcommenced operations as Scheduled Commercial Bank in January 1995.Co-Operative Banks In India The Co operative banks in India started functioning almost 100 years ago. TheCooperative bank is an important constituent of the Indian Financial System, judging by therole assigned to co operative, the expectations the co operative is supposed to fulfill, theirnumber, and the number of offices the cooperative bank operate. Though the co operativemovement originated in the West, but the importance of such banks have assumed in India israrely paralleled anywhere else in the world. The cooperative banks in India play animportant role even today in rural financing. The business of cooperative bank in the urbanareas also has increased phenomenally in recent years due to the sharp increase in the numberof primary co-operative banks.Co operative Banks in India are registered under the Co-operative Societies Act. The Babasabpatilfreepptmba.com
  25. 25. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”cooperative bank is also regulated by the RBI. They are governed by the Banking RegulationsAct 1949 and Banking Laws (Co-operative Societies) Act, 1965.Co-operative banks in India finance rural areas under:• Farming• Cattle• Milk• Hatchery• Personal financeCooperative banks in India finance urban areas under:• Self-employment• Industries• Small scale units• Home finance• Consumer finance• Personal financeRegional Rural Banks In IndiaRural banking in India started since the establishment of banking sector in India. Rural Banksin those days mainly focused upon the agro sector. Regional rural banks in India penetratedevery corner of the country and extended a helping hand in the growth process of the country.SBI has 30 Regional Rural Banks in India known as RRBs. The rural banks of SBI are spreadin 13 states extending from Kashmir to Karnataka and Himachal Pradesh to North East. Thetotal number of SBIs Regional Rural Banks in India branches is 2349 (16%). Till date in ruralbanking in India, there are 14,475 rural banks in the country of which 2126 (91%) are locatedin remote rural areas.Apart from SBI, there are other few banks which functions for the development of the rural Babasabpatilfreepptmba.com
  26. 26. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”areas in India. Few of them are as follows. ♣ Haryana State Cooperative Apex Bank Limited ♣ NABARD ♣ Sindhanur Urban Souharda Co-operative Bank ♣ United Bank of India ♣ Syndicate BankForeign BanksForeign Banks in India always brought an explanation about the prompt services tocustomers. After the set up foreign banks in India, the banking sector in India also becomecompetitive and accurate.New rules announced by the Reserve Bank of India for the foreign banks in India in thisbudget have put up great hopes among foreign banks which allow them to grow unfettered.Now foreign banks in India are permitted to set up local subsidiaries. The policy conveys thatforeign banks in India may not acquire Indian ones (except for weak banks identified by theRBI, on its terms) and their Indian subsidiaries will not be able to open branches freely.Please see the list of foreign banks in India till date.By the year 2009, the list of foreign banks in India is going to become more quantitative as Babasabpatilfreepptmba.com
  27. 27. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”number of foreign banks is still waiting with baggage to start business in India.Upcoming Foreign Banks In IndiaBy 2009 few more names is going to be added in the list of foreign banks in India. This is asan aftermath of the sudden interest shown by Reserve Bank of India paving roadmap forforeign banks in India greater freedom in India. Among them is the worlds best private bankby Euro Money magazine, Switzerlands UBS.Indias GDP is seen growing at a robust pace of around 7% over the next few years, throwingup opportunities for the banking sector to profit from. The credit of banks has risen by over25% in 2004-05 and the growth momentum is expected to continue over the next four to fiveyears. Participation in the growth curve of the Indian economy in the next four years willprovide foreign banks a launch pad for greater business expansion when they get morefreedom after April 2009.Banking Services In IndiaWith years, banks are also adding services to their customers. The Indian banking industry ispassing through a phase of customers market. The customers have more choices in choosingtheir banks. A competition has been established within the banks operating in India.With stiff competition and advancement of technology, the services provided by banks havebecome more easy and convenient. The past days are witness to an hour wait beforewithdrawing cash from accounts or a cheque from north of the country being cleared in onemonth in the south.Bank AccountOpen bank account - the most common and first service of the banking sector. There aredifferent types of bank account in Indian banking sector. The bank accounts are as follows: Babasabpatilfreepptmba.com
  28. 28. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”♣ Bank Savings Account♣ Bank Current Account♣ Bank Term Deposits Account♣ Bank Account OnlinePlastic MoneyCredit Card Credit cards in India are gaining ground. A number of banks in India are encouragingpeople to use credit card. The concept of credit card was used in 1950 with the launch ofcharge cards in USA by Diners Club and American Express. Credit card however becamemore popular with use of magnetic strip in 1970.Credit card in India became popular with theintroduction of foreign banks in the country.Credit cards are financial instruments, which can be used more than once to borrow money orbuy products and services on credit. Basically banks, retail stores and other businesses issuethese.Global player in credit card marketMasterCardVISA CardAmerican ExpressDiners Club InternationalJCB CardsDebit Card Babasabpatilfreepptmba.com
  29. 29. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Debit cards, also known as check cards look like credit cards or ATM cards (automated tellermachine card). It operates like cash or a personal check. Debit cards are different from creditcards. Credit card is a way to "pay later," whereas debit card is a way to "pay now." When weuse a debit card, our money is quickly deducted from the bank account.Debit cards are accepted at many locations, including grocery stores, retail stores, gasolinestations, and restaurants. Its an alternative to carrying a checkbook or cash. With debit card,we use our own money and not the issuers money. In India almost all the banks issue debitcard to its account holders.LoansBanks in India with the way of development have become easy to apply in loan market. Thefollowing 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 LoanVisa Money TransferVisa has recently introduced the Visa Money Transfer option for its savings and currentaccount holder of any bank with a visa debit card. This facility helps its customer to transferfunds from his bank account to any visa card, either debit or credit within India. Babasabpatilfreepptmba.com
  30. 30. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”A Visa Money Transfer is of similar kind, in many respects, to the third-party fund transferoption given by some banks to its account holders through e-cheque, but this is restricted toonly visa cardholders.Banking System – Easy BankingA decade before, it was tough to belief that banking sector will be at a finger tip. Now itspossible. A mobile hand set with a connection is the only instrument needed to make agateway to your banking transaction, the latest innovation of technology.Apart from the Mobile Banking, including of SMS Banking, Net Banking and ATMs are themajor steps taken by the banks in India towards modernization. With all these devises andsystems, there is a complete freedom to experience.Check your account, transfer your fund, make payments and what more, do anything ofeverything what has been followed in physical banking since ages. But this time, no standingfor hours in front of cash counter and no time bounds in withdrawing your own money.¬ Automated Teller Machine (ATM)¬ Mobile Banking¬ SMS Banking Babasabpatilfreepptmba.com
  31. 31. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”¬ Internet Banking Babasabpatilfreepptmba.com
  32. 32. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” CHAPTER- 2COMPANY PROFILEBrief History"Andhra Bank" was founded by the eminent freedom fighter and a multifacetedgenius, Dr.Bhogaraju Pattabhi Sitaramayya. The Bank was registered on 20th November 1923and commenced business on 28th November 1923 with a paid up capital of Rs 1.00 lakh andan authorised capital of Rs 10.00 lakhs. The Bank crossed many milestones and the BanksTotal Business as on 31.12.2007 stood at Rs.75,225 Crores with a Clientele base over 1.65Crores. The Bank is rendering services through 2046 Business Delivery Channels consistingof 1343 branches, 73 Extension Counters, 592 ATMs and 38 Satellite Offices spread over 21States and 2 Union Territories as at the end of December, 2007. All Branches are 100% Babasabpatilfreepptmba.com
  33. 33. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”computerized, 1186 units viz., 1101 Branches, 70 Extension Counters, 15 Service Centresnetworked under Cluster Banking Solution and providing "Any Branch Banking(ABB)". RealTime Gross Settlement (RTGS) Facility and National Electronic Fund Transfer (NEFT)facility has been introduced in 680 Branches. To provide value-added services to Customers,the Bank has set up its own 592 ATMs as on 31.12.2007. Of which 03 Mobile ATMs andtwo with Biometric access.Besides, ATM sharing arrangements with several Banks includingSBI group, IDBI Bank, UTI Bank, HDFC Bank, Indian Bank and others under NationalFinancial Network Switch covering 24856 ATMs.Andhra Bank is a pioneer in introducing Credit Cards in the country in 1981 and the businessturnover under Credit Cards related business increased by 19.16% to Rs.986 Crore.The Bank opened its Representative Office in Dubai in May, 2006 and has receivedpermission from Reserve Bank of India for opening Representative Offices at New Jersey (US A).Our Bank introduced Internet Banking Facility (AB INFI-net) to all customers of clusterlinked branches. Rail Ticket Booking Facility is made available to all debit card holdersthrough IRCTC Website through a separate gateway. Our Banks Corporate Website isavailable in English, Hindi and Telugu Languages communicating our Banks image andinformation. Our Bank has been given BEST BANK AWARD a banking technologyaward by IDRBT, Hyderabad for extensive use of IT in Semi Urban and Rural Areas on02.09.2006. IBA Jointly with TFCI has conferred the Joint Runner-up Award to the Bank inthe Bet Payments initiative in recognition of outstanding achievement of the Bank inpromoting ATM Channel. Bank successfully conducted " Bancon 2006", a two day event atHyderabad, deliberating on Inclusive Growth - A New Challenge.Bank in partnership with Kingfisher Airliens has launched a special facility "Quik Ticket" tobook Kingfisher Airliens tickets through any of Andhra Bank ATMs by using Andhra BankDebit/ATM Card or any VISA Card.Kiddy Bank Scheme, with insurance benefits, was relaunched to inculcate savings habit Babasabpatilfreepptmba.com
  34. 34. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”among the children.Bank has also launched "Smart Card" under Financial Inclusion at Geesukonda Mandal ofWarangal District (A.P.) and proposes to extend the same to other areas.As a part of Financial Inclusion, Bank adopted two districts i.e., Srikakulam in AndhraPradesh and Ganjam in Orissa State and achieved 100% coverage. Bank also established thefirst "Financial Literacy-cum-Credit Counseling Centre" in Srikakulam Distrcit in AndhraPradesh.Andhra Bank, along with A P State Government, NABARD, Canara Bank, Indian Bank, IOBand SBH sponsored the Andhra Pradesh Bankers Institute of Entrepreneurship Development,which will offer training to unemployed youth for improving their skills in Andhra Pradesh.Our Bank has finalized an MoU with Hewlett-Packard India Ltd., for implementing acomprehensive Core Banking Solution through Finacle. This initiative will enable the Bank toachieve signifcant cost advantagers and better business outcome in the dynamic banking arenain the country. This will also benefit the customers, who will have access to banking andfinancial services anytime, any where through multiple delivery channels.Bank is celebrated "AB Bima Utsav" from 15.10.2007 to 31.12.2007 - a special campaignfor marketing of LIC Policies and other insurance linked schemes of the Bank like ABArogyadan, AB Jeevan Abhaya, AB Abhaya Gold.Our Bank adopted Gundugolanu village, West Godavari District, Andhra Pradesh - birth placeof Dr.Bhogaraju Pattabhi Sitaramayya for all-round development. A comprehensive budgetwith an outlay of Rs.5.50 Crore is finalized for improving health, sanitation, education andsocial service facilities in the village.Bank issued 27.26 lacs of ATM/Debit Cards.Bank extended financial assistance to 120926 Self Help Groups to the tune of Rs.744 Crore.Bank introduced low cost comprehensive health insurance scheme for all credit linked SelfHelp Groups under the name "Swashya Bima Yojana" Babasabpatilfreepptmba.com
  35. 35. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”.Bank has launched two new Agri products -"AB Kisan Rakshak" - a debt swapping schemefor farmers and "AB Mahila Soubhagya" - a debt swapping scheme for SHGs on 15.12.2007for the benefit of Self Help Groups. These schemes are intended to reduce the interest burdenof the less privileged sectors of the society.Bank ranked First in LIC of India - Bancassurance business, in the Country on the basis ofFirst Premium Income. Bank has mobilized 137642 LIC Policies in this Financial Year.Andhra Bank will open its Representative Office in New Jersey City in United Statesshortly. Bank feels United States would be an ideal location as Andhra Bank has been ahousehold name among many NRIs there. A foothold in New Jersey is strategic for the 84year old bank as it has a large number of non resident Indians from Andhra Pradesh.Thus our Bank accords utmost concern to customer satisfaction by offering innovative andneed based financial products and services using state-of -the art technology.FounderDr Bhogaraju Pattabhi Sitaramayya was born on 24th November 1880 in Gundugolanuvillage, West Godavari District in Andhra Pradesh. He was a renowned Freedom Fighter and Babasabpatilfreepptmba.com
  36. 36. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”a very illustrious personality.Corporate Identity(Togetherness ) is the theme of the logo of Andhra Bank where the world of banking servicesmeets the realm of ever changing customer needs and establishes a link that is like a chain,inseparable.The logo also denotes a bank thats prepared to do anything, to go to any lengths, for thecustomer. The blue pointer on the top represents the philosophy of a bank thats alwayslooking for growth and newer, and challenging, more promising directions .The keyholeindicates safety and security. The colours red and blue represent fusion of dynamism andsolidity. At a time when the performance of the bank, the prospects of the bank, and even theperceptions of the bank are vibrantly different, and poised as we are at the threshold of a newmillennium, this modernized logo is a tribute to the Andhra Bankers who are the true creatorsof the image of the bank.Dr. K. Ramakrishnan - Chairman & Managing DirectorShri K Ramakrishnan took charge as Chairman and Managing Director of Andhra Bank inJune,2005. Brief profile of our Chairman and Managing Director is : Babasabpatilfreepptmba.com
  37. 37. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Shri K Ramakrishnan, B.Com(Spl), MBA(Gold Medalist)(First Class First) has beenconferred "Doctorate of Letters" by Acharya Nagarjuna University for contribution in thefield of Banking. Dr.K. Ramakrishnan joined Bank of India in 1970. He was appointedExecutive Director of Bank of Baroda in 2004 before taking chargeat Andhra Bank asChairman & Managing Director. During his appointment in Bank of Baroda, he wasChairman, Bank of Baroda(Kenya) Ltd., and Chairman, BOB Housing Fianance Ltd.,A widely travelled man with academic bent of mind, Mr Ramakrishnan attended programmesat National Institute of Bank Management, Pune and Institute for Development Policy andManagement, University of Manchester, UK.Dr. K Ramakrishnan is also Chairman, State Level Bankers Committee, Andhra Pradesh anda visiting faculty at Central University, Hyderabad.Dr. Ramakrishnan will be the Chairman and Managing Director of Andhra Bank until 31stJuly, 2008.Sri Kalyan Mukherjee - Executive Director Babasabpatilfreepptmba.com
  38. 38. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Shri Kalyan Mukherjee B.A.(Hons), MBA joined the Andhra Bank board as ExecutiveDirector on 25.03.2006. Before assuming charge as Executive Director, he was GeneralManager with UCO Bank. In his career with UCO Bank spanning 37 years, held variousimportant assignments which included 10 years experience in Overseas Branches of UCOBank, namely Singapore & Hongkong.Sri Mukerjee has wide experience in the area of HR. He was a member of PersonnelCommittee, Indian Banks Association for around 3 years.Vision & Mission of Andhra Bank:- Babasabpatilfreepptmba.com
  39. 39. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Board Of Directors • Dr K Ramakrishnan Chairman & Managing Director Babasabpatilfreepptmba.com
  40. 40. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” • Sri Kalyan Mukherjee Executive Director • Sri Madhusudan Prasad Govt. of India Nominee Director • Shri B Maheshwaran RBI Nominee Director • Dr K Anjanappa Director • Sri V H Ramakrishnan Director • Sri Prem Prakash Pareek Director • Prof Sunil Kumar Maheshwari Director • Sri K Ramakoteswara Rao Director • Sri Anup Prakash Garg Director • Sri Rama Chandra Khuntia Director • Sri T Ravindranath DirectorATM Sharing ArrangementsSl No:Name of the Bank1 Allahabad Bank2 Andhra Bank3 Bank of Baroda Babasabpatilfreepptmba.com
  41. 41. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”4 Canara Bank5 CUB6 CORP7 COS8 CSB9 Dena Bank10 Development Credit Bank11 Dhanalakshmi Bank12 HDFC Bank13 ICICI Bank14 IDBI Bank15 Indian Bank16 Indian Overseas Bank17 IndusInd Bank18 Jammu & Kashmir Bank19 Karnataka Bank20 Karur Vysya Bank21 Oriental Bank of Commerce22 Punjab National Bank23 South Indian Bank24 Tamilnad Mercantile Bank25 Vijaya bank26 Yes BankBesides the above, Andhra Bank has bilateral arrangements with1. HDFC BANK2. INDIAN BANK3. UTI BANK4. STATE BANK OF INDIAThe ATMs of other banks which are not listed above are shared through VISA network. Babasabpatilfreepptmba.com
  42. 42. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” Babasabpatilfreepptmba.com
  43. 43. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” AWARDS AND ACHIEVEMENTSAwards and RewardsAWARDS RECEIVED , SO FAR IN THE PRESENT YEAR - 2006-07SAFA award* Received Best Presented Accounts Award 2005 from SAFAs (South Asian Federation ofAccountants)Centrein Colombo,Sri Lanka on 16.01.2007."BEST BANK AWARD" by IDRBT, Hyderabad Babasabpatilfreepptmba.com
  44. 44. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”* Andhra Bank has bagged the "Best Bank Award" in the category of "Use of IT forCustomer Service in Semi Urban and Rural areas" for 2005-06. Our Chairman & ManagingDirector, Sri K Ramakrishnan has received the award from Sri Y V Reddy, Governor, RBI atInstitute for Development and Research in Banking Technology (IDRBT) Hyderabad on2.9.2006.MILESTONES ACHIEVED AND AWARDS RECEIVED DURING 2005-06FINTECH Asia 2006 Award For "Any Branch Banking (ABB)"Andhra Bank has bagged the FINTECH Asia 2006 Award for its initiatives under "AnyBranch Banking (ABB)" service across the Country. Andhra Bank is the only Bank in theCountry to receive one of the six Awards announced by the Financial Insights (USA), an IDCCompany, which is a Subsidiary of IDG, the Worlds leading IT Media, Research andExposition Company.Ranked 683rd among Top 1000 Banks in the Worldϖ The prestigious The Banker - a Financial Times Business Publication, July 2005 Issuepublished from London has ranked Andhra Bank as the 683rd Largest Bank Globally, out ofthe Top 1000 World Banks Annual Rankings.2nd Highest Mover in the World having climbed 277 places over previous yearϖ Andhra Bank also happened to be the Second highest mover in the World and highestmover compared to any other Bank in Asia having climbed 277 places in the Top 1000Banks Rankings based on Tier-I Capital. Babasabpatilfreepptmba.com
  45. 45. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Ranked as the Top Number 1 Bank in Asia under the "Return on Capital"ϖ The Banker Magazine went on to Rank Andhra Bank as the Top Number 1 Bank in Asiaunder the "Return on Capital" among all the Asian Banks - Rankings being based on Tier-ICapital Business Parameter.Adjudged Best Bank by Analyst Magazine - An ICFAI Publicationϖ Our Bank has been adjudged as the "Best Bank under Large Banks Category" by "TheAnalyst" Magazine - An ICFAI Publication, in its Performance Analysis of Select IndianBanks for 2004-05.The Best Bank as per the Business Standard Annual Banking Survey, 2004-05ϖ The "Best Bank" Status was conferred on our Bank by the Business Standard in its AnnualBanking Survey for 2004-05 in terms of Productivity, Profitability, Growth, Safety andEfficiency.Best Bank Rating from Business Today Magazineϖ The Business Today Survey of the Best Banks in India has Ranked Andhra Bank at 5thPlace under Largest Banks Category compared to last year where the Bank was Ranked at Babasabpatilfreepptmba.com
  46. 46. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”15th Place in terms of Size and Strength, Operations, Productivity and Efficiency, Quality ofEarnings, Capital Adequacy and Asset Quality. The Bank has also been Ranked No.5 underSlowest NPA Growth Category and Ranked No.2 under Return on Capital EmployedCategory.ICRA Rating for Corporate Governanceϖ Our demonstrated commitment to vigilant Corporate Governance has been rewarded byICRA, which assigned us a Corporate Governance Rating of "CGR-2". This denotes highlevel of assurance on the quality of Corporate Governance.Award of Institute of Chartered Accountants of India for excellence inFinancial Reportingϖ The Institute of Chartered Accountants of India (ICAI) has recently awarded our Bank the"Silver Shield" under the category of Banking, Insurance and Financial Institutions, given forexcellence in financial reporting in published accounts for the year, 2004-05. Our Bank is theonly Public Sector Bank to receive an Award from ICAI.IBA Technology Awardϖ Andhra Bank has been conferred the "Runner-Up" Award under "Best Payment Initiative"at the Indian Banks Association (IBA) Banking Technology Awards, 2005 for having wideATM Network and highest number of hits per day.Awards for SLBC, as Convenor Bank in the State of APϖ State Level Bankers Committee (SLBC) of A.P. (Convenor Bank : Andhra Bank) has beenawarded for ensuring excellent performance by all Banks for Kharif 2005. Babasabpatilfreepptmba.com
  47. 47. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”ϖ Andhra Bank as the Convenor Bank for the State Level Bankers Committee (SLBC) of APhas been presented an Award for its excellent coordinating efforts in implementation of RajivYuvashakti Scheme.Awards for Best Performance under Kharif Loansϖ Andhra Bank was awarded by the Government of Andhra Pradesh for Best Performance inexceeding Targets under disbursement of Kharif during 2005.Best Bank in lending to Agricultureϖ Government of Andhra Pradesh has instituted for the first time Awards for Best Farmersand Best Bankers at the State Level and District Level. Andhra Bank has bagged the BestBanker Award at the State Level for its overall performance.Best Banker in lending to Unemployed Youth under Rajiv Yuva Sakthiϖ Andhra Bank has been given the Best Banker Award for its performance during theYear, 2005-06 for achieving Targets under the Rajiv Yuva Sakthi Scheme. Babasabpatilfreepptmba.com
  48. 48. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” PRODUCT Babasabpatilfreepptmba.com
  49. 49. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” PROFILEDeposit Schemes:- • AB Savings accounts • AB Current accounts • AB Term deposits • AB Other schemes1. AB Savings Accounts • AB Kiddy Bank • AB Abhaya Plus • AB Easy Savings • AB Abhaya SB AC • AB Abhaya Gold SB AC • AB Jeevan Abhaya Scheme Babasabpatilfreepptmba.com
  50. 50. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”2. AB Current Accounts • AB Insurance linked Current AC3. AB Term Deposits • AB Money Time • AB Tax Saver • AB Fixed Deposits • AB Kalpataravu Deposits • AB Recurring Deposits4. AB Other Schemes • AB Arogyadaan Scheme • AB Bancassurance Life • AB Bancassurance Non-LifeRetail Loans • AB Doctor Plus • AB Nightingale • AB Housing Loans • AB Dr. Pattabhi Vidya Jyothi • AB Vanitha Vahan • AB Personal Loan • AB Vehicle Loan Babasabpatilfreepptmba.com
  51. 51. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” • AB Clean Loans • AB Mortgage LoansAgriculture Loans • AB Mahila Soubhagya • AB Kisan Rakshak • AB Kisan Vikas Card • AB Pattabhi Agri Card • AB Kisan Chakra • AB Rural Godowns • AB Agri Clinics/ Agro Service Centers • AB Kisan Sampathi • AB Kisan Bandhu-Tractor Financing • AB Self Help groups- Bank Linkage Programme • AB Andhra Bank Kisan Green Card • AB Surya Sakthi • AB Solar Cookers • AB Finance purchase of land for agri purpose • AB for financing to Dairy agentsIntroduction:Women are one of the greatest assets in a society. They are equal 2 men in all aspects. womenare more over perfectionists in all spheres...all that they need in Todays world is a bit ofempowerment and it is the duty of every society to provide this.... In the vedic times, womenwere given an equal status like men in the society. They were allowed to voice their ownopinions, exhibit their talents and the list goes on. If you actually observe the period after thevedic times you can really see the contrasting status and freedom levels of a woman insociety. Yes, after the vedic times women were treated like mans play thing. They wereconsidered as suitable only for household activities and the women being men considered a Babasabpatilfreepptmba.com
  52. 52. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”part of bread making in the house shameful and thus began their ill-treatment. Womenempowerments have started their very first struggle.Most men view themselves as being the superior life-form in society. They justify this beliefby saying that they are stronger and more capable; thus, making them more qualify for themore important roles in society. They place themselves on pedestals and force women tobelieve in their own inferiority to men and their incapability to excel educationally,politically, economically, and domestically. But the truth is that women will eventuallyadvance in all these areas and come to realize that they do not need men to survive. Babasabpatilfreepptmba.com
  53. 53. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” CHAPTER-3 METHODOLOGY Babasabpatilfreepptmba.com
  54. 54. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Andhra Bank, as a special gesture to encourage and empower Indian women, is offering aVehicle loan scheme “AB VANITHA VAHAN” with low rate of interest. AB VANITHAVAHAN is a Four/Two wheeler vehicle loan scheme exclusively women for purchase ofvehicle including purchase of four wheeler on second sales. To know the response of thecustomers the study has been taken.Title of the project:“Customer response towards the Andhra Bank Vanitha Vahan scheme in Hubli.”Objective: To know the customer response towards Andhra Bank Vanitha Vahan scheme in Hubli.Sub objectives:1) To know the awareness level of AB Vanitha Vahan scheme.2) To know the potential market for AB Vanitha Vahan scheme.3) To identify the reasons for performance & avenues for popularizing the scheme.Need for the studyAs Andhra Bank offered the AB Vanitha Vahan scheme from last three years & till now inHubli, no women has taken loan from Andhra bank for their vehicles. It was felt to ascertainthe customer response towards AB Vanitha Vahan scheme. This study is undertaken toexplore the reasons for scheme not accepted by customers. Babasabpatilfreepptmba.com
  55. 55. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Introduction to the TopicAndhra Bank, as a special gesture to encourage & empower Indian women, is offering avehicle loan scheme “AB VANITHA VAHAN” with low rate of interest. AB VANITHAVAHAN is a Four/Two wheeler vehicle loan scheme exclusively women for the purchase ofvehicle including purchase of four wheeler on second sales.AB VANITHA VAHANEMPOWERING WOMENNature of the Scheme:- A four wheeler/ two wheeler vehicle loan scheme exclusively forwomen including for purchase of four wheelers on second sale.Eligibility:- Salaried women (permanently employed)/ professional and self-employedhaving income proof.Income Criteria:- For 4 wheelers income should be more than Rs. 1,00,000 /- p.a For 2 wheelers income should be more than Rs. 60,000 /- p.a50% of the husbands salary will be taken for computing eligibility provided he is a co-obligant.Margin amount 10% on road priceQuantum of Finance:New Vehicle: 90% on road price which includes invoice price, Life tax, Registration charges,Insurance and accessories, if any, worth Rs. 5,000 /- or 3 years gross salary whichever islower.Second Sale: Four wheelers (not more than three years old): 60% of garage value or 3 yearsgross income whichever is lower. Babasabpatilfreepptmba.com
  56. 56. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Repayment:For 4 wheelers - minimum 12 months and maximum 72 months (EMI).For 2 wheelers - minimum 12 months and maximum 60 months (EMI)Interest rate:- As applicable on the date of loan with 0.50% concession in rate of interest forprompt payment.Co-obligation:-Husband/ father or any third party acceptable to the bank.Security :-Hypothecation of vehicle purchased, Valid driving licenseDocuments:-Proof of Income - Salary Slip/ IT Returns/ Assessment Order, Proforma Invoice.Valuation certificate from reputed garage for second sale.Charges:- No processing charges and administrative charges applicableA vehicle loan only for ladies, this kind of loan is provided by Andhra bank only.Research methodology:1) Data collection methods used:Primary and secondary data collected to carry out the research work.Primary data:Primary data collected through questionnaire using face-to-face interview method.Secondary data-In this study Secondary data is collected from Web-sites, Books and Employees of AndhraBank. Babasabpatilfreepptmba.com
  57. 57. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”2) Measurement tool:¬ QuestionnaireSampling Method: The sample is selected based on non- probability sampling method(convenience sampling method).Sample size : 100 customers.Sampling unit: Women account holders of Andhra BankSample frame: Hubli city Babasabpatilfreepptmba.com
  58. 58. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” CHAPTER-4 ANALYSIS AND INTERPRETATION Babasabpatilfreepptmba.com
  59. 59. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” 1) Occupation of the respondent Occupation of the respodent Cumulative Frequency Percent Valid Percent Percent Valid Profession 32 32.0 32.0 32.0 Service 28 28.0 28.0 60.0 Bussiness 26 26.0 26.0 86.0 Others 14 14.0 14.0 100.0 Total 100 100.0 100.0 Occupation of the respodent 40 30 32 28 26 20 14 Frequency 10 0 Profession Service Bussiness Others Occupation of the respodent Interpretation:- It was found that out of 100 women respondents, ♣ 32% women respondents belongs to profession category ♣ 28% women respondents belongs to service category ♣ 26% women respondents belongs to business category ♣ Only 14% women respondents belongs to other category Babasabpatilfreepptmba.com
  60. 60. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” The maximum women respondent belongs to profession and service category. 2) Annual Income Annual income Cumulative Frequency Percent Valid Percent Percent Valid 60000-100000 30 30.0 30.0 30.0 100001-150000 54 54.0 54.0 84.0 150001-200000 15 15.0 15.0 99.0 >200000 1 1.0 1.0 100.0 Total 100 100.0 100.0 Annual income 60 50 54 40 30 30 20 Frequency 15 10 0 60000-100000 150001-200000 100001-150000 >200000 Annual income Interpretation:- It was found that out of 100 women respondents, ♣ 30% women have their annual income between 60000-100000 ♣ 54% women have their annual income between 100001-150000 ♣ 15% women have their annual income between 150001-200000 Babasabpatilfreepptmba.com
  61. 61. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” ♣ 1% woman has her annual income above 200000 The maximum women have their annual income between 100000-150000 and 60000-100000 3) How long are you with the Andhra bank? How long are you with AB Cumulative Frequency Percent Valid Percent Percent Valid 1 to 5 yrs 40 40.0 40.0 40.0 6 to 10 yrs 42 42.0 42.0 82.0 11 to 15 yrs 15 15.0 15.0 97.0 > 15 yrs 3 3.0 3.0 100.0 Total 100 100.0 100.0 How long are you with AB 50 40 42 40 30 20 Frequency 15 10 0 3 1 to 5 yrs 6 to 10 yrs 11 to 15 yrs > 15 yrs How long are you with AB Interpretation:- It was found that out of 100 women respondents, ♣ 40% of women respondents are with the Andhra bank between 1-5 years Babasabpatilfreepptmba.com
  62. 62. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” ♣ 42% of women respondents are with the Andhra Bank between 6-10 years ♣ 15% of women respondents are with the Andhra Bank between 11-15 years ♣ Only 3% women respondents are with the Andhra Bank >15 years 4) Are you aware of Andhra Bank schemes? Are you aware of AB schemes? Cumulative Frequency Percent Valid Percent Percent Valid Yes 69 69.0 69.0 69.0 No 31 31.0 31.0 100.0 Total 100 100.0 100.0 Are you aware of AB schemes? 80 69 60 40 31 Frequency 20 0 Yes No Are you aware of AB schemes? Interpretation:- Babasabpatilfreepptmba.com
  63. 63. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” It was found that out of 100 women respondents, ♣ 69% women are aware of Andhra bank schemes ♣ 31% women unaware of Andhra bank schemes Awareness of Andhra bank schemes in women is good. To create awareness in the remaining 31% women, Andhra bank has to communicate them. Then it is good for Andhra bank as thet may get good number of accounts for the schemes. 5) Are you aware of “AB Vanitha Vahan” scheme? Are you aware of AB Vanitha vahan scheme? Cumulative Frequency Percent Valid Percent Percent Valid Yes 32 32.0 32.0 32.0 No 68 68.0 68.0 100.0 Total 100 100.0 100.0 Babasabpatilfreepptmba.com
  64. 64. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” Are you aware of AB Vanitha vahan scheme? 80 70 68 60 50 40 30 32 Frequency 20 10 0 Yes No Are you aware of AB Vanitha vahan scheme? Interpretation:- It was found that among 100 women, ♣ 32% women are aware of AB Vanitha vahan scheme ♣ 68% women are unaware of AB Vanitha vahan scheme. Awareness level of AB Vanitha vahan scheme is low in women comparing with the other schemes of Andhra Bank. So Andhra bank has create the awareness about scheme in remaining women respondents as there is a possibility to get good number of customers for AB vanitha vahan scheme. 6) How you came to know about this “AB Vanitha Vahan” scheme? Babasabpatilfreepptmba.com
  65. 65. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” How you came to know about this AB vanita vahan scheme? Cumulative Frequency Percent Valid Percent Percent Valid relatives and friends 15 15.0 46.9 46.9 Advertisement 5 5.0 15.6 62.5 Employees of bank 12 12.0 37.5 100.0 Total 32 32.0 100.0 Missing System 68 68.0 Total 100 100.0 How you came to know about this AB vanita vahan schem 16 14 15 12 12 10 8 6 Frequency 4 5 2 0 relatives and friend Employees of bank Advertisement How you came to know about this AB vanita vahan scheme?Interpretation:-Out of 32% women who were aware of AB Vanitha vahan scheme ♣ 15% women came to know about the scheme by relatives and friends ♣ 12% women came to know about the scheme by Employees of the Bank Babasabpatilfreepptmba.com
  66. 66. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” ♣ Only 5% women came to know about the scheme through advertisement So Andhra Bank has to give more stress on advertisement to promote the scheme as it can create the awareness about the scheme also. Andhra bank has to do wide publicity about scheme using different promotional tools to promote the sheme. 7) Through which media you came to know about the “AB Vanitha Vahn” scheme? Through which media you camr to know about the AB vanita vahan scheme? Cumulative Frequency Percent Valid Percent Percent Valid Others 5 5.0 100.0 100.0 Missing System 95 95.0 Total 100 100.0 Through which media you camr to know about the AB vanit 6 5 5 4 3 2 Frequency 1 0 Others Through which media you camr to know about the AB vanita vahan scheme? Babasabpatilfreepptmba.com
  67. 67. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Interpretation: - The 5% women who came know about the AB Vanitha vahan scheme through advertisements they all are know about the scheme through the media of catalogues and pamphlets only. So Andhra bank has to use the other media like TV, Magazines, News papers, Radio with catalogues and pamphlets to promote and create awareness about the scheme. 8) Do you know the features in detail of “AB Vanitha Vahan” scheme? Do you know the fatures in detail of AB vanita vahan scheme? Cumulative Frequency Percent Valid Percent Percent Valid Yes 14 14.0 43.8 43.8 No 18 18.0 56.3 100.0 Total 32 32.0 100.0 Missing System 68 68.0 Total 100 100.0 Babasabpatilfreepptmba.com
  68. 68. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” Do you know the fatures in detail of AB vanita vahan schem 20 18 14 10 Frequency 0 Yes No Do you know the fatures in detail of AB vanita vahan scheme? Interpretation:- Out of 32% women who are aware of AB Vanitha vahan scheme ♣ 14% women know the features in detail of AB Vanitha vahan scheme ♣ 18% women don’t know the features in detail of AB Vanitha vahan scheme So Andhra Bank has to give detail information about the scheme to those 18% women then there may be possibility to get them as a potential customers for AB vanitha Vahan scheme. 9) According to you which promotional tools Andhra Bank have to conduct for popularizing the scheme? Babasabpatilfreepptmba.com
  69. 69. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” According to you which promotional tools AB have to conduct for popularising the scheme? Cumulative Frequency Percent Valid Percent Percent Valid Holdings and banners 40 40.0 40.0 40.0 Catalogues and 16 16.0 16.0 56.0 pamphlutes Local t.v advertisements 30 30.0 30.0 86.0 Others 14 14.0 14.0 100.0 Total 100 100.0 100.0 According to you which promotional tools AB have to cond 50 40 40 30 30 20 Frequency 16 14 10 0 Holdings and banners Local t.v advertisem Catalogues and pamph Others According to you which promotional tools AB have to conduct for populari Interpretation:- Out of 100 women ♣ 40% women feel that Andhra Bank has to use Hoardings- Banners as promotional tool to popularize the scheme ♣ 16% women feel that Andhra Bank has to use Catalouges- pamphlets as promotional Babasabpatilfreepptmba.com
  70. 70. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” tool to popularize the scheme. ♣ 30% women feel that Andhra Bank has to use Local TV advertisement as promotional tool to popularize the scheme ♣ 14% women feel that to popularize the scheme Andhra Bank has to use promotional tools like News papers, Magazines etc. Andhra Bank has to give more stress on promotional tools like Hoardings- Banners, Local TV advertisement to popularize the scheme as well as to create awareness also within the customers. 10) Would you like to own a vehicle in future? Would you like to own a vehical in future? Cumulative Frequency Percent Valid Percent Percent Valid Yes 35 35.0 35.0 35.0 No 65 65.0 65.0 100.0 Total 100 100.0 100.0 Babasabpatilfreepptmba.com
  71. 71. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” Would you like to own a vehical in future? 70 65 60 50 40 35 30 20 Frequency 10 0 Yes No Would you like to own a vehical in future?Interpretation:- Out of 100 women respondents, ♣ 65 % women are not going to own vehicle in future ♣ 35% women are going to own vehicle in future 35% women are going to own a vehicle in future. So these 35% women may be potential customers for the Andhra Bank Babasabpatilfreepptmba.com
  72. 72. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” 11) If yes, would you go for “AB Vanitha Vahan” scheme? If yes, would you go for AB vanita vahan scheme? Cumulative Frequency Percent Valid Percent Percent Valid Yes 14 14.0 40.0 40.0 No 21 21.0 60.0 100.0 Total 35 35.0 100.0 Missing System 65 65.0 Total 100 100.0 If yes, would you go for AB vanita vahan scheme? 30 20 21 14 10 Frequency 0 Yes No If yes, would you go for AB vanita vahan scheme?Interpretation:- Out of 35% women, who are going to own a vehicle in future ♣ 14% women would like to go for AB Vanitha Vahan scheme Babasabpatilfreepptmba.com
  73. 73. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK” ♣ 21% women do not want to go for AB vanitha vahan scheme This shows that there are 14% potential customers for AB Vanitha vahan scheme.Andhra Bank has give more stress on remaining 21% women as to make them potential customers for the scheme through communicating them. Cross-tab 1 Occupation of the respondent with would you like to own a vehicle in future? Occupation of the respodent * Would you like to own a vehical in future? Crosstabulation Count Would you like to own a vehical in future? Yes No Total Occupation of Profession 14 18 32 the respodent Service 11 17 28 Bussiness 7 19 26 Others 3 11 14 Total 35 65 100 20 19 18 17 14 10 11 11 7 Would you like to ow Yes Count 3 0 No Profession Bussiness Service Others Occupation of the respodent Babasabpatilfreepptmba.com
  74. 74. “CUSTOMER RESPONSE TOWARDS THE ANDHRA BANK”Interpretation:- 14% professional women and 11% service women would like to own a vehicle in future. So Andhra has to give more stress on them. Cross-tab 2 Occupation of respondent with According to you which promotional tools Andhra Bank have to conduct for popularizing the scheme? Occupation of the respodent * According to you which promotional tools AB have to conduct for popularising the scheme? Crosstabulation Count According to you which promotional tools AB have to conduct for popularising the scheme? Catalogues Local t.v Holdings and advertise and banners pamphlutes ments Others Total Occupation of Profession 16 5 11 32 the respodent Service 7 8 9 4 28 Bussiness 8 2 9 7 26 Others 9 1 1 3 14 Total 40 16 30 14 100 Babasabpatilfreepptmba.com

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