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bank of baroda


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this ppt is for atm complaints

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bank of baroda

  1. 1. Presentation on Summer Training Project<br /> Presented By:<br /> Mohd.Arish<br /> 40118<br />Customers Complaint Pertaining to Baroda Connect<br /> & <br />ATM Debit Card<br />
  2. 2. CONTENT<br /><ul><li>Objective of the Study
  3. 3. Introduction of the Company
  4. 4. Data Collection
  5. 5. Research Methodology
  6. 6. Material Customer Satisfaction Level
  7. 7. Over All Material Customer Satisfaction Level
  8. 8. Abstract Customer Satisfaction Level (ACS)
  9. 9. Findings & Suggestions
  10. 10. Conclusion</li></li></ul><li>OBJECTIVE OF THE STUDY<br />Identify the risks and risk management practices associated with e-banking activities. Provide standardized guidance to examiners on e-banking reviews.<br /> <br />The paper aims to examine the scenario of ATM in banks. In this broader framework, an attempt is made to achieve the following specific objectives:<br /><ul><li>To analyze the present ATM facilities
  11. 11. To examine the factors affecting the choice of ATM.
  12. 12. To examine the impact of ATM on customer satisfaction by appraising the problems faced by the customers.</li></li></ul><li>COMPANY PROFILE<br /><ul><li>Maharajah of Baroda Sir Saya Ji Rao Gaekwad III founded the bank on July 20, 1908 in the princely state of Baroda, in Gujarat.
  13. 13. The bank has been growing and expanding its branches successfully. At the turn of a century.
  14. 14. The bank, along with 13 other major commercial banks of India, was nationalized on 19 July 1969, by the Government of India.
  15. 15. The bank has its presence in 25 countries across the world.
  16. 16. Bank of Baroda is the 3rd largest bank in India, after State Bank of India and Punjab National Bank and ahead of ICICI Bank.
  17. 17. BOB has total assets in excess of Rs. 2.27 lakhcroresa network of over 3000 branches and offices, and about 1100+ ATMs. </li></li></ul><li>DATA COLLECTION<br /><ul><li>Primary data has been collected through customers in the Branch.
  18. 18. Secondary Data Collected from Circular of the Bank.
  19. 19. Website of the Bank. </li></li></ul><li>RESEARCH METHODOLOGY<br /><ul><li>The present study is analytical and exploratory nature.
  20. 20. Focus the customer satisfaction is one of the major factors measuring the performance of the bank.
  21. 21. The paper also examines the relationship between various ATM facilities, factors affecting the choice of ATM and its interplay with customer satisfaction. 
  22. 22. The customer satisfaction level has been analyzed in two terms i.e. material customer satisfaction (MCS) level and abstract customer satisfaction (ACS) level.</li></ul>.<br />
  23. 23. MATERIAL CONSUMER SATISFACTION LEVEL<br />Material customer satisfaction level has been examined on the basis of three variables i.e. reasonability of the fee charged, frequency with which problems are faced and the post purchase behavior of the customers.<br />Fees Charged<br />Problem Faced <br />Post Purchase Behavior<br />
  24. 24. Overall Material Customer Satisfaction Level<br />After considering all the elements of customer satisfaction they are combined together to find out the overall customer satisfaction level in materialistic terms. The overall customer satisfaction level is the combination of three parameters i.e. fee charged, frequency of the problems faced and the post purchase behavior.<br />Abstract Customer Satisfaction Level (ACS)<br />Abstract customer satisfaction level has been examined through the deep study of the various parameters of customer satisfaction. Three parameters have been chosen for this purpose i.e. factors affecting choice of ATM, the purpose for which ATM is often used and the problems faced while using ATM.<br />
  25. 25.
  26. 26. FINDINGS & SUGGESTIONS<br />During My Training I observed several problem being faced by ATM Card holders and other customers of the Bank. Which can be Categorized as below:<br /><ul><li>The customer has lost the card but due to ignorance has failed to get it blocked. Hence in certain cases the lost card was used by unscrupulous person for purchasing Petrol etc.
  27. 27. In very many- many cases while using the ATM card. The transaction took place without dispensing the money. 
  28. 28. Quite often the card entangles in ATM machine and the customer gets neither money nor the card.</li></ul> Moreover the Branch Issues the ATM cards promptly and intimate the customers on their mobile, but in very many-many cases customers fail to turn up and collect their cards. Which creates the big problem for the Bank to store and maintain their methodical itinerary.<br /> Further I observed that because of acute dearth of staff in the Bank. The above mention problems are not being attended swiftly. One staff/ officer is essentially required to handle the said problems, which the Bank is unable to afford presently.<br />
  29. 29. CONCLUSION<br />Everyone is aware that in the present social milieu more & more people are using and becoming dependent on technology.<br />While recapitulating my project which is based on technology related to banking’s Net-Technology i.e. ATM & Internet banking. It is observed that there are very many advantages & something few disadvantage also, which may be phased out with coming developments.<br />As far as advantages are concerned customers using ATM & Net-Banking are getting fast & superior services. Which saves their time & energy. Simultaneously cases of fraud & phising e-mails are some disadvantages which hopefully may be countered in future.<br />
  30. 30. 10 TIPS TO SAFE ONLINE BANKING<br /><ul><li>Secrecy of confidential data, like user ID/Password.
  31. 31. Avoid accessing Net banking from cyber cafes.
  32. 32. Filesdownload be done only from trusted sites.
  33. 33. Ensure to log off after use, not just close the browser.
  34. 34. Open only legitimate websites, e-mails, and attachments.
  35. 35. Never disclose personal information like use ID or password in e-mails
  36. 36. Last login and all transactions be checked regularly.
  37. 37. Install latest Internet security suite, and keep it updated
  38. 38. Never try to open the unknown e-mails.
  39. 39. Ensure properly log off the system after use.</li></li></ul><li>THANK YOU <br />