Customer satisfaction measures how well a company meets customer expectations of a product or service. It helps companies learn their strengths and weaknesses, increase customer lifetime value, reduce negative word of mouth, and differentiate themselves. Commercial banks provide services like accepting deposits, loans, mortgages, and basic investments. Their primary functions are accepting deposits, advancing loans, cheque clearing, and credit creation. Secondary functions include agency services like collections, securities purchases, foreign exchange, and general utility services like lockers and traveler's cheques. The Marathe Committee Report of 1984 reviewed credit assessment and management by the Reserve Bank of India and recommended more careful analysis of projection statements by banks, classification of current assets/liabilities per Reserve Bank norms, maintaining a

2. Customer satisfaction measures how well the
expectations of a customer concerning a
product or service provided by your company
have been met.

3. • Learn about your strengths and weaknesses.
• It increase customer life time value.
• It reduces negative word of mouth.
• It’s a point of differentiation.

4. Meaning of commercial banks
A financial institution that provides services,
such as accepting deposits, giving business
loans and auto loans, mortgage lending, and
basic investment products like savings
accounts and certificates of deposit.

5. FUNCTIONS OF COMMERCIAL
BANKS
Commercial banks have to perform a variety of
functions which are common to both developed
and developing countries.
(a) Primary functions.
(b) Secondary functions.

6. PRIMARY FUNCTIONS
• Acceptance of
deposits.
• Advancing loans.
• Clearing of cheques
• Creation of credit

7. Acceptance of deposits

8. Advancing loans

9. Clearing of cheques

10. Creation of credit

11. SECONDARY FUNCTIONS
1. Agency Services.
2. General Utility
Services.

12. Agency Services
Collection and Payment of Various Items.
Purchase and Sale of Securities
Trustee and Executor
Purchase and Sale of Foreign Exchange

13. General Utility
Services
• Locker Facilities
• Traveler's Cheque and Letters of Credit

14. Marathe Committee Report 1984
The Reserve Bank of India, in 1982, appointed a
committee under the chairmanship of
Marathe to review the working of CAS and
suggest measures for giving meaningful
directions to the credit management function
of the Reserve Bank. The recommendations
were implemented by the Government of
India from April 1,1984.

15. Recommendations
• Reasonability of the projection statements are
to be studied by the banks more carefully
• Current assets and liabilities are to be
classified in accordance with the norms issued
by the Reserve bank of India
• Maintenance of the current assets ratio 1.33:1
• Timely supply the information stipulated by
the bankers
• Apt supply of annual accounting information