42753785 customer perception about product services of canara bank

A Project Report On Customer perception about services provided by

Canara Bank, Thane.

Submitted to

University of Mumbai

In Partial fulfillmentOf the requirement of

The Degree of“Bachelor of Management

Studies”

Under the guidance of

Prof. Ambujam

Submitted By:-

Anmol A. Bansode

Customer perception about services provide by Canara bank

Declaration

I am Anmol Bansode declare that this dissertation submitted in partial fulfillment require of BMS to Institute of management and computer studies is my origin of work and has not been submitted for award of any other degree for title or prizes.

As required by the university rules, I state that the work presented in this is original in nature and to the best my knowledge, has not been submitted so far to any other university.

Whenever refrences have been made to the work of others, it is clearly indicated in the sources of information in refrences.

(Anmol A. Bansode)

Place: - Thane

Date:-


Acknowledgement

In completing this project i am deeply conscious of my debt to all those, without whose warn support, enragement & guidance this project was not possible to complete. I am especially grateful to Prof. Ambujam. My guide to this project, he actually gave the life to this and guidance of my parents & friends this project took shape. They also provided me much needed criticism & encouragement.

I am deeply indebted to my faculty members to. Prof. Ambujam, who really inspired, guided and blessed me to take up this project.

(Anmol A. Bansode)


PREFACE

For management student theoretical knowledge as well as practical orientation expose on self to experience, one can again be mastering it is best possible time.

BMS curriculum has finding Turned in such way that students not apply the triticale but also gain it is in practical sense. Thus objective can be attended thought application of theory tolls concept & techniques of management.

Balanced, theoretical & practical knowledge are essential for every student is conceived in such a way so as to facilities practical purpose.

To procure objective the research under to the project “A Project Report On Retail banking of Canara Bank”. Secondary data were collected from websites and journals of Canara Bank. Researcher has tried to satisfy the topic of report by help of facts & findings.


CONTENT


SR.

no.

INDEX P.G.

NO.

1 Introduction of banking industry

• History of Banking in India• India Banking industry

6-10

2 Scope of Study

• Banking in India• Facts of banking in India• Public Sector & Private Sector Banks• Profile Of Canara Bank• History Of Canara Bank• Canara Bank Product / Services • Financial Statement Of Canra Bank• Objective Of Study

11-38

3 Research Methodologies

• Objective Of Research• Descriptive Research• Data Analysis• SWOT Analysis

39-50

4 Findings , suggestions, limitations & conclusion 51-54

5 Appendix 55-57

6 Bibliography 58-59

Chapter 1 Introduction

HISTORY OF BANKING IN

INDIA

Without a sound and effective banking system in India it cannot have a healthy economy. The banking system of India should not only be hassle free but it should be able to meet new challenges posed by the technology and any other external and internal factors.

For the past three decades India's banking system has several outstanding achievements to its credit. The most striking is its extensive reach. It is no longer confined to only metropolitans or cosmopolitans in India. In fact, Indian banking system has reached even to the remote corners of the country. This is one of the main reasons of India's growth process.


The government's regular policy for Indian bank since 1969 has paid rich dividends with the nationalization of 14 major private banks of India.

Not long ago, an account holder had to wait for hours at the bank counters for getting a draft or for withdrawing his own money. Today, he has a choice. Gone are days when the mostEfficient bank transferred money from one branch to other in two days. Now it is simple asInstant messaging or dial a pizza. Money has become the order of the day.

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:-

• Early phase from 1786 to 1969 of Indian Banks.

• Nationalization of Indian Banks and up to 1991 prior to Indian banking sector Reforms.

• New phase of Indian Banking System with the advent of Indian Financial & Banking

Sector Reforms after 1991.

To make this write-up more explanatory, I prefix the scenario as Phase I, Phase II and Phase III.

Phase I

The General Bank of India was set up in the year 1786. Next came Bank of Hindustan and Bengal 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 established which 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 failures between 1913 and 1948. There were approximately 1100 banks, mostly small. To streamline the functioning and activities of commercial banks, the Government of India came up with The Banking Companies Act, 1949 which was later changed to Banking Regulation Act 1949 as 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 day’s 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

Government took major steps in this Indian Banking Sector Reform after independence. In 1955, 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 19th July,1969, major process of nationalization was carried out. It was the effort of the then PrimeMinister of India, Mrs. Indira Gandhi. 14 major commercial banks in the country wasnationalized.

Second phase of nationalization Indian Banking Sector Reform was carried out in 1980 with seven more banks. This step brought 80% of the banking segment in India under Government 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 bank 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 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 M Narasimham, a committee was set upby 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 to give a satisfactory service to customers. Phone banking and net banking is introduced. Theentire system became more convenient and swift. Time is given more importance than money.

The financial system of India has shown a great deal of resilience. It is sheltered from any crisis 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.


INDIAN BANKING INDUSTRY

The Indian banking market is growing at an astonishing rate, with Assets expected to reach US$1 trillion by 2010. An expanding economy, middle class, and technologicalInnovations are all contributing to this growth.

The country’s middle class accounts for over 320 million People. In correlation with thegrowth of the economy, rising income levels, increased standard of living, and affordability ofbanking products are promising factors for continued expansion.

The Indian banking market is growing at an astonishing rate, with Assets expected to reach US$1 trillion by 2010. An expanding economy, middle class, and technologicalinnovations are all contributing to this growth.

The Indian banking Industry is in the middle of an IT revolution, Focusing on theexpansion of retail and rural banking. Players are becoming increasingly customer -centric in their approach, which has resulted in innovative methods of offering new bankingproducts and services. Banks are now realizing the importance of being a big playerand are beginning to focus their attention on mergers and acquisitions to take advantageof economies of scale and/or comply with Basel II regulation.

“Indian banking industry assets are expected to reach US$1 trillion by 2010 and are poised to receive a greater infusion of foreign capital,” says Prathima Rajan, analyst in Celent's banking group and author of the report. “The banking industry should focus on having a small number of large players that can compete globally rather than having a large number of fragmented players."


Chapter 2Scope of study


BANKS IN INDIA

In India the banks are being segregated in different groups. Each group has their own benefits and limitations in operating in India. Each has their own dedicated target market. Few of them only work in rural sector while others in both rural as well as urban. Many even are only catering in cities. Some are of Indian origin and some are foreign players.

All these details and many more is discussed over here. The banks and its relation with the customers, their mode of operation, the names of banks under different groups and other such useful information’s are talked about.

One more section has been taken note of is the upcoming foreign banks in India. The RBI has shown certain interest to involve more of foreign banks than the existing one recently. This step has paved a way for few more foreign banks to start business in India.

The banking section will navigate through all the aspects of the Banking System in India. It will discuss upon the matters with the birth of the banking concept in the country to new players adding their names in the industry in coming few years.

The banker of all banks, Reserve Bank of India (RBI), the Indian Banks Association (IBA) and top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc. has been well defined under three separate heads with one page dedicated to each bank.

However, in the introduction part of the entire banking cosmos, the past has been wellexplained under three different heads namely:

• History of Banking in India

• Nationalization of Banks in India

• Scheduled Commercial Banks in India

The first deals with the history part since the dawn of banking system in India. Government took major step in the 1969 to put the banking sector into systems and it nationalized 14 private banks in the mentioned year. This has been elaborated in Nationalization Banks in India. The last but not the least explains about the scheduled and unscheduled banks in India. Section 42 (6) (a) of RBI Act 1934 lays down the condition of scheduled commercial banks.


Major Banks in India

ABN-AMRO BankAbu Dhabi Commercial BankAmerican Express BankAndhra BankAllahabad BankBank of BarodaBank of IndiaBank of MaharashtraBank of PunjabBank of RajasthanBank of CeylonBNP Paribas BankCanara BankCatholic Syrian BankCentral Bank of IndiaCenturion BankChina Trust Commercial BankCiti BankCity Union BankCorporation BankDena BankDeutsche BankDevelopment Credit BankDhanalakshmi BankFederal BankHDFC BankHSBC ICICI BankIDBI BankIndian Bank

Indian Overseas BankIndusInd BankING Vysya BankJammu & Kashmir BankJPMorgan Chase BankKarnataka BankKarur Vysya BankLaxmi Vilas BankOriental Bank of CommercePunjab National BankPunjab & Sind BankScotia BankSouth Indian BankStandard Chartered BankState Bank of India (SBI)State Bank of Bikaner & JaipurState Bank of HyderabadState Bank of IndoreState Bank of MysoreState Bank of SaurastraState Bank of TravancoreSyndicate BankTaib BankUCO BankUnion Bank of IndiaUnited Bank of IndiaUnited Bank Of IndiaUnited Western BankUTI Bank


Punchlines of Some Banks


BANKS PUNCHLINES

CANARA BANK“Service to grow, grow to service”

INDIAN BANK “Poised for higher growth”

SBI BANK “With you- all the way”

HDFC BANK “We understand your world”

HSBC BANK “The world’s local bank”

INDIAN OVERSEAS BANK “Good people to grow with”

DENA BANK “The trusted family bank”

CANARABANK “May I help you”

VIJAYA BANK “A friend you can bank with”

FEDERAL BANK “Your perfect banking partner”

IDBI “Plan ahead. Get ahead”

ORIENTAL BANK OF COMMERCE

“Where every individual is committed”

DHFL “The friendly housing loan people”

Fact Files of Banks in India

The first, the oldest, the largest, the biggest, get all such types of information’s about Banking in India in this section.

The first bank in India to be given an ISO Certification. Canara Bank

The first bank in Northern India to get ISO 9002 certification for their selected branches.

Punjab and Sind Bank

The first Indian bank to have been started solely with IndianCapital.

Punjab National Bank

The first among the private sector banks in Kerala to become a scheduled bank in 1946 under the RBI Act.

South Indian Bank

India's oldest, largest and most successful commercial bank, offering the widest possible range of domestic, international and NRI products and services, through its vast network in India and overseas.

State Bank of India

India's second largest private sector bank and is now the largest.Scheduled commercial bank in India.

The Federal Bank Limited

Bank which started as private shareholders banks, mostlyEuropeans shareholders.

Imperial Bank ofIndia

The first Indian bank to open a branch outside India in London in 1946 and the first to open a branch in continental Europe at Paris in 1974.

Bank of India, founded in 1906 in Mumbai

The oldest Public Sector Bank in India having branches all over India and serving the customers for the last 132 years.

Allahabad Bank

The first Indian commercial bank which was wholly owned and managed by Indians.

Central Bank of India

Bank of India was founded in 1906 in Mumbai. It became the first Indian bank to open a branch outside India in London in 1946 and the first to open a branch in continental Europe at Paris in 1974.


PUBLIC SECTOR BANKS

Among the Public Sector Banks in India, United Bank of India is one of the 14 majorbanks, which were nationalized on July 19, 1969. Its predecessor, in the Public Sector Banks,the United Bank of India Ltd., was formed in 1950 with the amalgamation of four banks viz.Camilla Banking Corporation Ltd. (1914), Bengal Central Bank Ltd. (1918), Camilla UnionBank Ltd. (1922) and Hooghly Bank Ltd.(1932).

Oriental Bank of Commerce (OBC), Government of India Undertaking offers Domestic, NRI and Commercial banking services. OBC is implementing a GRAMEEN PROJECT in Dehradun District (UP) and Hanumangarh District (Rajasthan) disbursing small loans. This Public Sector Bank India has implemented 14 point action plan for strengthening of credit delivery to women and has designated 5 branches as specialized branches for women entrepreneurs.

The following are the list of Public Sector Banks in India

• Allahabad Bank• Andhra Bank• Bank of Baroda• Bank of India• Bank of Maharashtra• Canara Bank• Central Bank of India• Corporation Bank• Dena Bank• Indian Bank• Indian Overseas Bank• Oriental Bank of Commerce• Punjab & Sind Bank• Punjab National Bank• Syndicate Bank• UCO Bank• Union Bank of India• United Bank of India• Vijaya Bank

List of State Bank of India and its subsidiary, a Public Sector Banks

1. State Bank of India

o State Bank of Bikaner & Jaipur

o State Bank of Hyderabad

o State Bank of Indore

o State Bank of Mysore

o State Bank of Saurastra


o State Bank of Travancore

PRIVATE SECTOR BANKS

Private banking in India was practiced since the beginning of banking system in India. The first private bank in India to be set up in Private Sector Banks in India was IndusInd Bank. It is one of the fastest growing Bank Private Sector Banks in India. IDBI ranks the tenth largest development bank in the world as Private Banks in India and has promoted world class institutions in India.

The first Private Bank in India to receive an in principle approval from the Reserve Bank of India was Housing Development Finance Corporation Limited, to set up a bank in the private sector banks in India as part of the RBI's liberalization of the Indian Banking Industry. It was incorporated in August 1994 as HDFC Bank Limited with registered office in Mumbai and commenced operations as Scheduled Commercial Bank in January 1995.

ING Vysya, yet another Private Bank of India was incorporated in the year 1930. Bangalore has a pride of place for having the first branch inception in the year 1934. With successive years of patronage and constantly setting new standards in banking, ING Vysya Bank has many credits to its account.

List of Private Banks in India

• Bank of Punjab• Bank of Rajasthan• Catholic Syrian Bank• Centurion Bank• City Union Bank• Dhanalakshmi Bank• Development Credit Bank• Federal Bank• HDFC Bank• ICICI Bank• IDBI Bank• IndusInd Bank• ING Vysya Bank• Jammu & Kashmir Bank• Karnataka Bank• Karur Vysya Bank• Laxmi Vilas Bank• South Indian Bank• United Western Bank


PROFILE OF CANARA BANK

Type Public (BSE: 532483, NSE: CANBK)

Industry Banking

Financial services

Founded Canara Bank Hindu Permanent Fund (1906)

Canara Bank Ltd (1910)

Canara Bank (1969)

Headquarters Bangalore, India

Key people A. C. Mahajan, (Chairman & MD)

Jagdish Pai K L , (Executive Director)

Products Investment Banking

Consumer Banking

Commercial Banking

Retail Banking

Private Banking

Asset Management

Pensions

Mortgage

Credit Cards

Employees 47,389 (2004–05)

Website Canarabank.com


http://en.wikipedia.org/wiki/Types_of_business_entity

http://www.canarabank.com/

http://en.wikipedia.org/wiki/Website

http://en.wikipedia.org/wiki/Employment

http://en.wikipedia.org/wiki/Credit_Cards

http://en.wikipedia.org/wiki/Mortgage

http://en.wikipedia.org/wiki/Pensions

http://en.wikipedia.org/wiki/Asset_Management

http://en.wikipedia.org/wiki/Private_Banking

http://en.wikipedia.org/wiki/Retail_Banking

http://en.wikipedia.org/wiki/Commercial_Banking

http://en.wikipedia.org/wiki/Consumer_Banking

http://en.wikipedia.org/wiki/Investment_Banking

http://en.wikipedia.org/wiki/Product_(business)

http://en.wikipedia.org/wiki/India

http://en.wikipedia.org/wiki/Bangalore

http://en.wikipedia.org/wiki/Financial_service

http://en.wikipedia.org/wiki/Banking

http://en.wikipedia.org/wiki/Industry

http://www.nseindia.com/marketinfo/companyinfo/companysearch.jsp?cons=CANBK&section=7

http://en.wikipedia.org/wiki/National_Stock_Exchange_of_India

http://www.bseindia.com/stockreach/stockreach.htm?scripcd=532483

http://en.wikipedia.org/wiki/Bombay_Stock_Exchange

http://en.wikipedia.org/wiki/Public_company

http://en.wikipedia.org/wiki/File:Canara_Bank_Logo.png

History of Canara Bank

Canara Bank is a major financial service. It was established in India in 1906, which makes it among the older Indian banks. As on 2009 November, the bank had a network of 2861 branches, spread across India and other countries. Its head office is located in Bangalore, India. The bank also has international presence in several centers, including London, Hong Kong, Moscow, Shanghai, Doha, and Dubai. In terms of business it is one of the largest nationalized commercial banks in India, with a total business of about Rs.2 trillion. The late Sri. Ammembal Subba Rao Pai, a philanthropist, established the Canara Bank Hindu Permanent Fund in Mangalore, India, on 1 July 1906. The bank changed its name to Canara Bank Limited in 1910 when it incorporated.

In 1958, the Reserve Bank of India ordered Canara Bank to acquire G. Raghumathmul Bank, in Hyderabad. This bank had been established in 1870, and had converted to a limited company in 1925. At the time of the acquisition the bank had five branches. The Government of India nationalised Canara Bank, along with 13 other major commercial banks of India, on 19 July 1969.In 1976, Canara Bank inaugurated its 1000th branch. In 1983, Canara Bank opened its first overseas office, a branch in London. In 1985, Canara Bank acquired Lakshmi Commercial Bank in a rescue. In 1984, Canara Bank acquired the Laksmi Commercial Bank.

In 1985, Canara Bank established a subsidiary in Hong Kong, Indo Hong Kong International Finance Ltd. In 2008-09, Canara Bank opened its third foreign branch, this one in Shanghai.

Widely known for customer centricity, Canara Bank was founded by Shri Ammembal Subba Rao Pai, a great visionary and philanthropist, in July 1906, at Mangalore, then a small port in Karnataka. The Bank has gone through the various phases of its growth trajectory over hundred years of its existence.

Growth of Canara Bank was phenomenal, especially after nationalization in the year 1969, attaining the status of a national level player in terms of geographical reach and clientele segments. Eighties was characterized by business diversification for the Bank. In June 2006, the Bank completed a century of operation in the Indian banking industry. The eventful journey of the Bank has been characterized by several memorable milestones. Today, Canara Bank occupies a premier position in the comity of Indian banks. With an unbroken record of profits since its inception, Canara Bank has several firsts to its credit.

These include:

· Launching of Inter-City ATM Network· Obtaining ISO Certification for a Branch· Articulation of ‘Good Banking’ – Bank’s Citizen Charter· Commissioning of Exclusive Mahila Banking Branch· Launching of Exclusive Subsidiary for IT Consultancy· Issuing credit card for farmers· Providing Agricultural Consultancy Services


http://en.wikipedia.org/wiki/Government_of_India

http://en.wikipedia.org/wiki/Hyderabad,_Andhra_Pradesh

http://en.wikipedia.org/wiki/Reserve_Bank_of_India

http://en.wikipedia.org/wiki/Mangalore

http://en.wikipedia.org/wiki/Ammembal_Subba_Rao_Pai

http://en.wikipedia.org/wiki/1000000000000_(number)

http://en.wikipedia.org/wiki/Indian_rupee

http://en.wikipedia.org/wiki/Dubai

http://en.wikipedia.org/wiki/Doha

http://en.wikipedia.org/wiki/Shanghai

http://en.wikipedia.org/wiki/Moscow

http://en.wikipedia.org/wiki/Hong_Kong

http://en.wikipedia.org/wiki/London

http://en.wikipedia.org/wiki/Bangalore

http://en.wikipedia.org/wiki/India

http://en.wikipedia.org/wiki/Financial_service

Over the years, the Bank has been scaling up its market position to emerge as a major 'Financial Conglomerate' with as many as nine subsidiaries/sponsored institutions/jointventures in India and abroad. As at March 2009, the Bank has further expanded itsdomestic presence, with 2729 branches spread across all geographical segments. Keepingcustomer convenience at the forefront, the Bank provides a wide array of alternativedelivery channels that include over 2000 ATMs- one of the highest among nationalizedbanks- covering 705 centres, 1362 branches providing Internet and Mobile Banking(IMB) services and 2062 branches offering 'Anywhere Banking' services. Underadvanced payment and settlement system, all branches of the Bank have been enabled tooffer Real Time Gross Settlement (RTGS) and National Electronic Funds Transfer (NEFT) facilities.

Not just in commercial banking, the Bank has also carved a distinctive mark, in various corporate social responsibilities, namely, serving national priorities, promoting ruraldevelopment, enhancing rural self-employment through several training institutes andspearheading financial inclusion objective. Promoting an inclusive growth strategy,which has been formed as the basic plank of national policy agenda today, is in factdeeply rooted in the Bank's founding principles. "A good bank is not only the financialheart of the community, but also one with an obligation of helping in every possiblemanner to improve the economic conditions of the common people". These insightfulwords of our founder continue to resonate even today in serving the society with apurpose.

The growth story of Canara Bank in its first century was due, among others, tothe continued patronage of its valued customers, stakeholders, committed staff anduncanny leadership ability demonstrated by its leaders at the helm of affairs. We stronglybelieve that the next century is going to be equally rewarding and eventful not only inservice of the nation but also in helping the Bank emerge as a "Global Bank with BestPractices". This justifiable belief is founded on strong fundamentals, customer centricity,enlightened leadership and a family like work culture.


Late Sri Ammembal Subbarao Pai

It Founded as 'Canara Bank Hindu Permanent Fund' in 1906, by late Sri.Ammembal Subba Rao Pai, a philanthropist, this small seed blossomed into a limited company as 'Canara Bank Ltd.' in 1910 and became Canara Bank in 1969 after nationalization.

"A good bank is not only the financial heart of the community, butalso one with an obligation of helping in every possible manner to improve the economic conditions of the common people" - A. Subba Rao Pai.

Founding Principles

1. To remove Superstition and ignorance.2. To spread education among all to sub-serve the first principle.3. To inculcate the habit of thrift and savings.4. To transform the financial institution not only as the financial heart of the community but the social heart as well.5. To assist the needy.6. To work with sense of service and dedication.7. To develop a concern for fellow human being and sensitivity to the surroundings

With a view to make changes/remove hardships and sufferings. Sound founding principles, enlightened leadership, unique work culture and remarkable adaptability to changing banking environment have enabled Canara Bank to be a frontline banking institution of global standards.

Vision

To emerge as a ‘Best Practices Bank’ by pursuing global benchmarks in profitability, operational efficiency, asset quality, risk management and expanding the global reach.

Mission

To provide quality banking services with enhanced customer orientation, higher value creation for stakeholders and to continue as a responsive corporate social citizen by effectively blending commercial pursuits with social banking.


Significant Milestones

year1st July1906

Canara Hindu Permanent Fund Ltd. formally registered with a capital of 2000 shares of Rs.50/- each, with 4 employees.

1910 Canara Hindu Permanent Fund renamed as Canara Bank Limited1969 14 major banks in the country, including Canara Bank, nationalized on

July 191976 1000th branch inaugurated1983 Overseas branch at London inaugurated Cancard (the Bank’s credit card)

launched1984 Merger with the Laksmi Commercial Bank Limited1985 Commissioning of Indo Hong Kong International Finance Limited1987 Canbank Mutual Fund & Canfin Homes launched1989 Canbank Venture Capital Fund started1989-90 Canbank Factors Limited, the factoring subsidiary launched1992-93 Became the first Bank to articulate and adopt the directive principles of

“Good Banking”.1995-96 Became the first Bank to be conferred with ISO 9002 certification for

one of its branches in Bangalore2001-02 Opened a 'Mahila Banking Branch', first of its kind at Bangalore, for

catering exclusively to the financial requirements of women clientele.2002-03 Maiden IPO of the Bank2003-04 Launched Internet & Mobile Banking Services2004-05 100% Branch computerization2005-06 Entered 100th Year in Banking Service

Launched Core Banking Solution in select branchesNumber One Position in Aggregate Business among Nationalized Banks

2006-07 Retained Number One Position in Aggregate Business among Nationalized Banks.Signed MoUs for Commissioning Two JVs in Insurance and AssetManagement with international majors viz., HSBC(Asia Pacific) Holding and Robeco Groep N.V respectively

2007-08 Launching of New Brand IdentityIncorporation of Insurance and Asset Management JVsLaunching of 'Online Trading' portalLaunching of a ‘Call Centre’Switchover to Basel II New Capital Adequacy Framework

2008-09 The Bank crossed the coveted Rs. 3 lakh crore in aggregate business.The Bank’s 3rd foreign branch at Shanghai commissioned

As at March 2009, the total business of the Bank stood at Rs. 3,25,112 crore.


Awards/Accolades

Received during 2007-08

• First National Award, instituted by the Ministry of Micro, Small & MediumEnterprises, Govt. of India for 'Excellence in Micro & Small Enterprises (MSE)Lending' for 2006-07.

• 'Golden Peacock Award for Corporate Social Responsibility' for the year 2007.Canara Bank is the first PSB to receive the award since its institution in the year1991.

• ‘Golden Peacock National Training Award-2007’, instituted by the Institute ofDirectors, New Delhi, a pioneer in Quality Revolution.

• Conferred the Business Superbrands Status for 2008.

• 'The Organization of the Year Award- for PR Excellence', instituted by PublicRelations Council of India.

• Excellence in the field of Khadi & Village Industries in South Zone for the year2006-07, instituted by Khadi & Village Industries Commission, Ministry ofMicro, Small & Medium Enterprises, Government of India.

Received during 2008-09

• Conferred 'First Rank' in India's Best Banks awards under the category 'Strengthand Soundness' for 2006-07 by a survey conducted by Ernst & Young.

• Best Performing Bank under Rural Employment Generation Programme, (REGP)of Khadi and Village Industries Commission (KVIC), in South Zone for the year2007-08, instituted by the Ministry of MSME, Government of India.

• Golden Peacock National Training Award 2008 for excellence in training.

• Global HR excellence in Training, an award conferred by the Asia Pacific HR

• Congress, the largest rendezvous of HR Professionals, at its Employer Branding Talent Management Congress held on 22nd and 23rd August 2008, Delhi.

• Best Corporate Social Responsibility Practice Award, instituted by BSE,NASSCOM and Times Foundation.


The Bank won two Silver Corporate Collateral Awards for Best Corporate Ad in the Print Media and Best Corporate Film on Corporate Social Responsibility at the Public Relations Council of India Awards 2009.

Canara bank helps you in planning to own a home by buying a flat or building a house. The bank offers you loan for constructing a new house or for doing additions orrenovation in the existing house. Anyone from salaried individual to self-employedpersons can take the home loan by fulfilling certain criteria and documentation for theentitlement of the loan. Even NRIs can apply for home loan offered by Canara Bank.

Canara bank has a wide array of network opened in the country to help people in banking. As at December 2007 bank has network of 2641 branches spread all over India. Bank has over 1900 ATMs, covering 680 centers, over 1100 branches providing Internet and Mobile Banking (IMB) services and more than 1833 branches offering 'Anywhere Banking' services. Now more than 1693 branches of the Bank offer advanced payment and settlement system under Real Time Gross Settlement (RTGS) and National Electronic Funds Transfer (NEFT).

Institution Information

Head OfficeCanara Bank112, J C RoadBANGALOREBangalore - 560 002Karnataka,India.

Websitehttp://www.canarabank.com

No. of branches2641

No. of ATMs1900

Customer Care NumbersBANGALORE: 080-25586087, CHENNAI: 044 - 24344638, DELHI: 011- 26415331, KOLKATA: 033-22807899


Canara bank Products / ServicesAnywhere Banking:

Anywhere Banking is a technology-based, customer-friendly service designed to provide greater convenience to our customers. With Anywhere Banking facility, once customer has an account with any of the select branches, Customer can operate it From any other designated branch across 85 cities.

FACILITIES:

Individuals I joint account holders (operated severally) maintaining Current I58 I OD Accounts:

1. Withdrawal of cash2. Remittance of cash3. Transfer of funds4. Balance enquiry5. Issue of mini statement6. Depositing local cheques for collection7. Purchase of Demand draft

Firms / Companies I Other Bodies maintaining Current I OD I OCC Accounts:

1. Transfer of funds between accounts; from one Anywhere Banking branch to Another anywhere banking branch.

2. Depositing of local checks for collection and crediting to the respective account at any Anywhere Banking branch.

ELIGIBILITY:

Account holders should have maintained a minimum average balance ofRs.5, 000/ - in SB account and Rs.I0, 000/ - In Current account in the last six months.

FEATURES:

1. Cash withdrawal up to Rs.50, OOO/ - per occasion.

2. Transactions permitted on production of identity card issued exclusively for Anywhere banking facility.

3. Facilities of both intra-city and inter-city transactions.

4. HOME CLEARING - on line debit of checks drawn on our own A WB branches Within the city / clearing zone.


Tele services:

Access information about your account right from your home, office or fromanywhere over telephone, a round the clock teller answering the enquiries from anywherepresenting voice information at any time.

You can make the following enquiries/requests over telephone:

· Balance in the account including clear balance. Last five transactions in the account.· Request for check book. Request for pass sheet.· Change in pass word. Fax on demand.

Note: The facility is password protected to ensure secrecy. Ask your Branch Managerfor details and enroll today itself the service 'is absolutely lice of cost

Personal Banking:

Credit Cards:Cancard visa classic Cancard visa corporateCancard MasterCardCancard visa international gold

Deposits:· Savings Bank Account· Current Account

Term Deposits:- Fixed Deposits- Kamadhenu Deposits- Recurring Deposits- Can flexi Deposits

Loans & Advances:- Housing Loan- Home Improvement- Can carry (Consumer Durables)- Can cash (Shares)- Can mobile(vehicle)

NRI:- NRE (Non Resident External Rupee Account)- NRO (Non Resident Ordinary Account)- FCNR (Foreign Currency Non Resident Accounts -Banks) - RFC Deposits


Ca t e g orization of Canara Bank S e r v ices


Core Services Facilitating Services Supporting Services

Payment Services CashForeign CurrencyRequirementTraveler ChargesDD / Bankers ChargesITEFT

Making Payments At Door Step

Internet Banking

Telephone Banking

Current Account & Saving Account

ATM CardStanding Instructions From Customers From Making PaymentsInter-Branch / Inter-Bank Transfer FundsSafety Vaults

Credit Cards

Debit Cards

Service To Senior Citizens

Telephone Banking

Internet Banking

Conversion Of Excess Balance To Time Deposits

Loan products: Consumerloans, personal loans, housingloans, educational loans

Current accountSavings accountTime deposit account

Delivery of loan at promised

Time period

Interest rate option:

Fixed/floating

Flexibility in pre-payment ofLoan

Counselling on Real-estateMarkets

Legal services forDocumentation

ECS for payment of loanInstallments

Insurance products: Lifeinsurance, pension schemes

Current accountSavings accountTime depositsSafety vaults

Additional insurance facility forfamily members

Counseling on post retirementsavings

1. Credit Cards :-

Canara Bank offers a credit card named CANCARD that provides both convenience and quality services to the cardholders. It is a widely accepted card under the principal membership of Visa International and Master card International. The bank offers free insurance cover under the card. The bank has set a liberal credit limit of minimum gross income of Rs 60,000 per annum to avail the card.There is no maximum amount for accumulation and you earn bonus points on using the card.

a. CANCARD VISA CLASSIC :-

• Liberal Card limit• Get 30% of your gross annual income with a maximum of Rs.3.00 lakhs. Fixing

up of the limit is at the sole discretion of Canara Bank.• Cash withdrawal facility at designated 450 branches all over India• Cash withdrawal at Canara Bank ATMs.• No Interest on cash withdrawal if paid by the due date. If not paid by the Due

Date, interest is charged from Due Date only and not from the Date Of Cash withdrawal.

• Opt for Revolving Payment system and pay only 5% of the billed amount and defer the payment.

• No financial charges i.e. interest on other transactions subsequent to cash withdrawal till the cash withdrawal is repaid.

b. CANCARD VISA CORPORATE :-


up of the limit is at the sole discretion of Canara Bank.• Cash withdrawal facility at designated 450 branches all over India• Cash withdrawal at Canara Bank ATMs.• No Interest on cash withdrawal if paid by the due date. If not paid by the Due

Date, interest is charged from Due Date only and not from the Date OfCash withdrawal.

• Option for Revolving Payment system and pay only 5% of the billed amount and defer the payment.


c. CANCARD MASTERCARD:-


up of the limit is at the sole discretion of Canara Bank.• Cash withdrawal facility at designated 450 branches all over India .• Cash withdrawal at Canara Bank ATMs.• No Interest on cash withdrawal if paid by the due date. If not paid by the Due

Date, interest is charged from Due Date only and not from the Date OfCash Withdrawal.

• Option for Revolving Payment system and pay only 5% of the billed amount anddefer the payment.

• No financial charges i.e. interest on other transactions subsequent to cashwithdrawal till the cash withdrawal is repaid.

• Date of Billing: Last day of every calendar month• Payment due date : 20th of every calendar month.

d. CANCARD VISA INTERNATIONAL GOLD :-

• Liberal Card limit• Get 30% of your gross annual income with a maximum of Rs.3.00 lakhs. Fixing up of

the limit is at the sole discretion of Canara Bank.• Cash withdrawal facility at designated 450 branches all over India.• Cash withdrawal at Canara Bank ATMs.• No Interest on cash withdrawal if paid by the due date. If not paid by the Due

Date, interest is charged from Due Date only and not from the Date OfCash Withdrawal.

• Option for Revolving Payment system and pay only 5% of the billed amount andDefer the payment.


2. DEPOSITS :-

a) SAVING ACCOUNTS:-

Canara Bank savings account can be opened singly / jointly, as minor account, by non-corporate bodies, societies, associations, etc. The minimum balance required to open an account is Rs 500/- without cheque book and Rs 1000/- with cheque book in Metro/Urban whereas in Semi-urban/Rural Branches the account can be opened with Rs.100/- without cheque book and Rs 500/- with cheque book. You have to fulfil documentation criteria laid down by the bank for opening an account. Bank gives an interest which is compounded half-yearly on the minimum balance in the account between the10th and the last day of the month.

i. Highlights :- Bank: Canara Bank.

Category: Regular.

Minimum AQB (Average Quarterly Balance) Metro/Urban - Rs.500/- without cheque book & Rs.1000/- with cheque book Semi-urban/Rural Branches - Rs.100/- without cheque book & Rs.500/- with cheque book.

Interest Rate: 3.5%

Card Offered: ATM cum Debit Card.

b) CANARA SARAL SAVINGS ACCOUNT:-

• An SB product designed for the common man to provide a basic banking facility as part of the financial inclusion objective of RBI.

• MINIMUM DEPOSIT The account can be maintained even with zero balance.• WITHDRAWAL/DEPOSIT:

1. Permitted through withdrawal order form, cheque and ATM cum Debit Card

2. Maximum 6 withdrawals per month including drawings through ATM free of charge. For withdrawals exceeding 6 per month would be levied a service charge at the rate not exceeding Rs.5/- per withdrawal at the discretion of the branch.

3. The minimum amount that may be deposited/ withdrawn “IN CASH” in an account is as prescribed by the bank from time to time. Currently minimum deposit or withdrawal “IN CASH” is Rs.10/-. In case of

withdrawal through ATM, the minimum amount is Rs.100/- (Currently).

4. TDS- Exempted.


c) SB GOLD SCHEME (CB branches only) :-

i. DD facility at 50% concession i.e. Re.1/- per Rs.1000/- or part thereofii. Funds transfer under NEFT and RTGS(Canspeed) at 50% concession

iii. Free Debit Card (as per Bank's rules for issue of Debit Cards)iv. Issue of free Credit Card to the 1st account holder (for others as per

existing rules of the Bank)v. Waiver of demat account opening charges.

vi. Free Anywhere Banking (AWB) facility.vii. Sweep-in Sweep-out facility: Sweep-in into term deposit of amounts

beyond Rs.1,00,000/- at the request(one time) of the customer mentioning the tenor of the term deposit.

viii. Name printed cheque book.ix. Free funds transfer facility through our Internet Bankingx. Free Telebanking facility.

xi. No ledger folio charges.

i. Highlights :-

Bank : Canara Bank.

Category : Privileged Account.

Minimum AQB (Average Quarterly Balance) Initial Balance Minimum Rs. 1,00,000/- Minimum average monthly balance of Rs.1,00,000/-

Interest Rate : 3.50%

Card Offered : ATM cum Debit Card.

d) Fixed Deposits :-

Canara bank fixed deposit can be opened individually or jointly and on behalf of minor a guardian can open an account. The account can be opened with Rs 1000/- and there is no maximum ceiling for investment. Loan can be taken up to 90% of the deposit amount .There is no penalty on pre-mature Closure.


3. Loans :-

Canara Bank offers wide variety of Loans Products to suit your requirements.Coupled with convenience of networked branches/ ATMs and facility of E-channels like Internet and Mobile Banking, Canara Bank brings banking at customer’s doorstep.

a. Home Loans :-

Canara bank helps you in planning to own a home or you want to build your home / buy a flat. You name it and bank has offer for you whether you want to construct a new house or you want to do additions in your existing house. Moreover you can take loan for renovation of your house /flat, etc. Salaried individual, self-employed persons, running your own business, etc, anyone can take home loan by fulfilling certain criteria for the entitlement and the documentation formalities for the loan. Even NRIs can apply for home loan.

Highlights.

b. Personal Loans :-

Canara bank has a range of personal loan to help you meeting the cost of various personal needs. The various categories of personal loan are Can Mahila exclusive scheme for women, Doctors’ Choice designed for medical practitioners to help them in meeting their professional needs, Can Cash (Loan against Shares) you can take instant cash against shares/ debentures / bonds / units, Can Budget loan scheme for the benefit of employees of Corporates, PSUs, Government Departments, Institutions, etc., Can Pension loan scheme for senior citizens, Teachers loan to meet their needs, Swarna loan (Gold loan) loan against gold jewellery / ornaments, Can Rent loan for owners of the property to meet their business needs and / or genuine personal needs, against rents receivable, Can Take loan for professionals working in reputed information technology and biotechnology companies, Home improvement loan for furnishing house / flat with household furniture items, air conditioners, etc.

Highlights

Salaried Self Employed

Loan Type Term Loan Term Loan

Loan Amount Min. - Rs 50000 Min. - Rs 50000 Max. - Rs 1500000 Max. - Rs 1500000

Tenure Min. - 12 Yrs. Min. - 12 Yrs.

Interest Rate Min. - 14.5 % Min. - 14.5 % Max. - 14.5 % Max. - 14.5 %

Time to Process Loan 5 days 5 days


c. Education Loans :-

Canara bank offers education loan under Vidyasagar to needy and meritorious Indianstudents. High school students can also avail education loan. Loan can be taken for job oriented courses at degree level and advanced studies for post –graduation for study in abroad.

Highlights

Study Abroad Study India

Course Graduation Post Graduation


Loan Purpose Loans are also provided Loans are provided for for studying abroad for studying abroad for job

job oriented courses at oriented courses at degree degree level and level and advanced dvanced studies in all studies in all areas for

areas for post-graduation. post-graduation.

d. Car Loans :-

Canara Bank offers loan to buy your own luxury car. The bank provides loan upto 90% of the on road price and there is no ceiling on the maximum loan amount. For used cars, which are not older than 5 years, bank finance 75% of the agreed price or 75% of the value of the car, as assessed by an automobile engineer or Rs.6 lakh whichever is lower.

Highlights

New Car Used Car


Ex-Showroom/On Road On Road On Road

Loan Amount Min. - Rs 50000 Min. - Rs 50000

Tenure Min. - 12 Yrs. Min. - 12 Yrs.

Interest Rate 12 % 12.5 %

Time to Process Loan 7 days 7 days

Preferred Manufacturers Chevrolet, FIAT, Ford, Chevrolet, FIAT, Ford GENERAL MOTORS GENERAL MOTORS


,

International Banking Services:

Canara Bank entered fore arena in 1953 with the opening of its first ForeignExchange Department in Mumbai Today Canara Bank the 4th largest Bank in India catering to the cross border trade & remittances and financing of foreign trade.

We finance exports at pre-shipment stage as well as post shipment stage, whichcan be availed either in foreign currency or Indian Rupees.

In addition we facilitate for fainting. That is, discounting of deferred exportreceivables on 'without recourse basis' from an overseas forfeiting agency.The Bank has been the pioneer in financing of LC based International Tradetransactions in India.

The Bank not only finance at customers option in foreign currency at pre-shipment and post- shipment stages at LIB OR related rates but also finance the importleg in foreign currency where imported inputs are required for exp0l1s.The Bank has the expertise in handling project exports of goods and services.The Bank has an excellent worldwide correspondent relationship and have thecapability to handle any export, import, remittance and related transactions anywhere inthe world and in any currency.

Non fund based transactions like adding confirmations to LC, issuing inward andoutward Bid bonds & guarantees, establishing LCs for import into India, arrangingbuyer's credit at attractive terms etc. are our forte. Canara Bank has a branch in Londonand holly owned subside in Hong Kong. We have a joint venture with SBI at Moscowunder the name Commercial Bank of India LLC. We have recently opened aRepresentative Office at Shanghai, People Republic of china. They are engaged in Tradefinance and have expertise on the Indian market scenario.

The Bank also manages 2 Exchange houses in the Gulf and arrangement with 20 Exchange Houses and 18 Banks for drawing on DD’s from Gulf Countries on our select branches thought out India. The Bank has 5 fore dealing rooms located in Mumbai, New Delhi, Calcutta, Chennai and Bangalore in India. We provide a whole range of services and products like purchases and sale of 7 world currencies forward booking and other fore hedging instrument like currency swaps.


Financial Statement of Canara Bank

Financial statements and reports are the tools which provide information of thefirms financial affairs. This information is required for financial analysis & decisionmaking. It assesses the financial status of organization which is prepared with help ofaccounting principle.

Financial statement has mainly as follow: Balance sheet Profit & loss account

Financial statement is prepared on basis of generally accepted accountingprinciple. These area. Business entity principleb. Going concern principlec. Monetary principled. Historical principlee. Realizations principlef. Accrual concept

Basic conventions under which financial statements prepared is: consistency conservativeness disclosure

Analyzing of financial statements helps to know the financial health of theborrower, which provides the detail of the liabilities and the assets of the applicant. It alsohelps to study the trends in the financial matters of the company. It helps to valuate theassets of the applicant company. It assists in decision making process relating to thefuture activities.

Profit and Loss account:

Meaning:- profit and loss account is one of the essential document which shows thesummary of revenues, expenses and net income of the firm during the particular financialperiod.

Functions of the Profit and Loss account: It gives a concise summary of the firm’s revenue and expenses during the

particular period. It measures the firm’s profitability. It represents the activity of the firm.

Ratio Analysis:Ratios are classified into four parts like:-1. Liquidity ratios2. Activity ratios3. leverage ratios


4. profitability ratios

Canara Bank Balance Sheet:


Canara bank profit and loss account:


OBJECTIVES OF THE STUDY

• To collect information of other Banks.

• To educate the customers about facilities provided by Canara Bank.

• To draw the comparative analysis of Canara BANK.

• To identify the major attributes of customer satisfaction.

• To study customer perception about Canara BANK.

• To identify and study the various ways of ensuring customer Satisfaction adopted by Canara BANK Vs other Banks.


Chapter 3 Research

Methodology


Research Methodology

Research is common refers to search for knowledge. It is the pursuit of truth with the help of study, observation, composition and experiment.

Research methodology is a systematic way to solve the research problems. It helps in studying the various steps that are adopted by the researcher to study the research problems along with the logic behind the It describe mail what must be done, how will be done. What data will be needed and how the data will be analyzed.

1. Research Objectives

• Top mind awareness of consumers for banks offering various retail products.

• Factors influencing their purchase decision.• To study the comparative influence of various mediums of advertisements in creating Awareness amongst the consumers.• T o find the immediate competitors in the minds of consumer for every retail product.

2. Sample Size

A random sample of 50 were administered with the questionnaire and responses collected.

3. Research Area

The research was carried out at Mulund, Thane and Navi Mumbai regions in Mumbai.


Descriptive Research

Descriptive research includes surveys and fact-finding enquires of different kinds. The major purpose of descriptive research of the sate of affairs as it exits at present. In social science and business research, we quite often use the term Ex post facto research for descriptive research studies.

Descriptive research was conducted in order the study the consumer perception about various banks offering retail products and the banks they option for.

Sampling Procedure

This refers to the procedure by which the respondents should be chosen. In order to obtain a representative sample, a probability sample of the population was drawn. Probability sampling can be of the following types:-

- Simple random sample

- Stratified random sample.

- Cluster (area) sample.

In this case, simple random sampling was done.

Formation of questionnaire

Quite often the questionnaire is considered as the heart of a survey operation. Hence it should be carefully constructed. In the words of good and Hatt, "In general, the word questionnaire refers to a device for securing answers to questions by using a form which the respondent fills in himself."

All the questions in a questionnaire are framed with a specific objective in mind and are placed in logical, sequential order. The questionnaire framed for the purpose of the study consists of a limited number of questions placed in a logical order. The questions were framed keeping in mind the educational and social background of the companies dealers. The questions were both open and closed ended as well as multiple choices.

4. Data Collection Tools

Data was collected using Questionnaires. The Questionnaire consisted of suitable combination of Rating Scale, Ranking Scale and open ended Questions in the level of importance.

5. Sources of Data

Primary source: Questionnaires were administered to people with experience of any retail offering, currently using or used in the past.

Secondary Sources: Data was collected from the various websites from the internet as well as magazine and book.


• R e s p ondent s ’ profile : Data was collected from respondents across all age and income groups. Data relating to age was collected. This segmentation helped us to gain insights into the perception and preferences across all age groups. Based on the nature of retail banking products age groups were identified and classified as follows:

1. ORGANISING THE DATA

The data collected during data collection process are organized and presented in acomprehensible sequence to make them more meaningful.

2. PRESENTATION OF DATA

After the data has been properly organized, it is ready for presentation. There aredifferent modes of presentation like tables, charts etc. The main objectives of presentation are to put collected data into an easy readable form.

3. ANALYSIS OF DATA

After organizing and presenting the data, the researchers then have to proceed towards conclusion by logical inferences. The raw data is then analyzed:

· By bringing raw data to measured data.

· Summarizing the data.

4. INTERPRETATION OF DATA

Interpretation means to bring out meaning of data or to convert more data intoinformation. From the analysis of data the various conclusions are find out on the basis of logical inferences.

5. CLASSIFICATION OF DATA

If refers to the process of arranging data into homogenous classes. Subsequent to the collection of data, the results were sorted out and arranged in different categories like Graph, Table etc.


Analysis

Which type of account you have in a bank?


Interpretation:

During the survey it was found out that the 43% of the customers are interested in saving a/c as it has a lucrative activity these days and 37 % in Canara saral saving a/c. Only few of the customers were interested in SB Gold scheme, fixed deposit a/c & current a/c.

Which type of services prefers the most by you?

Interpretation:

According to survey 82% customers of can prefer ATM service and 12 % of customer can prefer internet banking service. Customers mainly prefer this both


services because of these two are easy & fast. So, Rest 4 % and 2% customers can prefer mobile & core banking service.

Which retail banking product have you availed?

Interpretation:

In this survey 35% of customer availed home loan. Also 25% of customer can availed car loan & 16% for educational loan, this because of this three are major chunk of retail product. So, rest 15% can availed personal & 9% for other product availed by customer.


What type of credit card using from this?

Interpretation:

71% of the customers are use Cancard visa classic, because it gives no interest and no financial charge facility. 15% of customer can use Canard visa corporate, 10% can prefer Cancard MasterCard and only 4% can prefer Cancard visa international gold .


How you aware about Canara bank product of them?

Interpretation:

35% of customer can awareness the product through television & 27% can aware through newspaper and magazines & 18%can aware through radio. So this both can give more information about product to customer. Also 17% can aware through word of mouth & rest 3% through billboards / hoardings.


Are you satisfied with Canara bank services?


Interpretation:

In this survey 69% of customer can satisfied with Canara bank services because of Canara can provide core services. Also 20% of customer cannot satisfied with services & rest, 11% cannot decide anything.

Canara bank can provide better facility than other bank?


Interpretation:

The above data can shows that above 25 can say yes, they say that Canara bank can provide better facility than other bank. Also 15 can say no & below 0 cannot say.

SWOT Analysis of Canara Bank


STRENGTHS

• Retail banking supermarket with the

ability to cross-sell entire range of credit

products.

• Innovative products

• Technological superiority

• Wide distribution

• High top of mind awareness due

to aggressive advertising

• Strong Credit controls

• High Customer Service Standards

• Economies of scale through

growing volumes.

• 24x7 service levels

WEAKNESSES

• Efforts are concentrated more towards

the urban consumers thus ignoring the rural

counterpart.

• Number and spread of branches is very

low as compared to PSU banks.

Excessive focus on non-branch distribution channel reducing the scope of personal interaction needed for the sale of retail products

OPPORTUNITY

• Changing consumer outlook towards

loans and related products

• Rising consumer income levels

• Increasing banking habits among

Indian consumers

• Being No.1 in the auto finance

segment paves the way to consolidate its

market leadership across all the segments.

• Rapid increase in the retail loan market size to the tune of 30 – 40 %

THREAT

• Stiff competition in the housing loans

segment from HDFC, LIC Housing etc.

• In the Credit card segment,

competition from Citibank, Stan Chart etc.

• Of late, lots of Non Banking Financial

Institutions have emerged and have eaten up

the banks’ market share.

• Educating people by way of

advertisements might help competitors to

reap the benefits.


Chapter 4 recommendation, suggestion & conclusion

Findings

1. It was found from the study that bank believes in quality service rather than quantity of Service.

2. The officials employed are very much enthusiastic about their job.


3. The officials try to make best relation with the customers.

4. There is separate counter for NRI services.

5. The limit of cash vault is Rs. 10, 00,000 for a day.

6. The registers and files are maintained on a daily basis.

7. The registers are maintained in a well organized manner.

8. The marketing strategy of the bank is very attractive.

9. The bank always tries to attract customers with Innovative offers.

Suggestions

• Special training modules for managers on current Economic scenario

• Extend Internet Banking to more branches and enable more transactions at ATMs

• Increase Manpower (skilled)


• Implement single window transaction

• youngsters at counters

• Recruit more Marketing Managers

• Lend adequate support to Marketing Managers

• Information from new customers

Limitations

1. The study restricted to only one branch.

2. The time constraint was a limiting factor, as more time required carrying out study on other aspects of the topic.

3. Due to secrecy it is difficult obtain actual facts and figures of advances of branches.

Conclusion

The scenario is becoming highly competitive in every sphere of banking

activity- more so u n respect of retail lending. Processing time and interest rates are

major influencing factor for making purchase decision.

As per survey ICICI, Canara and HDFC are to major brand name


considered for housing, auto and personal loans. Awareness through television is the

highest level followed by newspapers. The future of banking is dependent on

technology, marketing, logistics. Banks have to prepare themselves for facing a soft

interest regime.

New kind of management skills are required to manage the retail lending

portfolio.

True to Infosys cult, bankers do need to understand that:

- Growth comes from repeat business

- Repeat business from relationships

- Relationship from customers

- Customers relationship based on trust

- Trust emanates from customers faiths/beliefs and,

- Lastly maintaining harmony with the environment.


Chapter 5 Appendix

Questionnaire

Note :- ( plz tick only one from multiple answers)

Which type of account you have in a bank?

SAVING ACCOUNT

a) CANSARAL SAVINGS ACCOUNT


b) SB GOLD SCHEME ACCOUNT

c) FIXED DEPOSIT ACCOOUNT

d) CURRENT ACCOUNT

Which type of services prefers the most by you?

a) ATM SERVICE ......................

b) INTERNET BANKING ......................

c) MOBILE BANKING ......................

d) CORE BANKING ......................

Which retail banking product have you availed?

a) HOUSING LOAN

b) CAR LOAN

c) EDUCATION LOAN

d) PERSONAL LOAN

e) OTHER, PLZ SPECIFY................................................

What type of credit card using from this?

a) CANCARD VISA CLASSIC

b) CANCARD VISA CORPORATE

c) CANCARD MASTERCARD

d) CANCARD VISA INTERNATIONAL GOLD

How you aware about Canara bank product of them?

a) TELEVISION

b) NEWSPAPERS & MAGAZINES

c) RADIO

d) WORD OF MOUTH

e) BILLBOARDS/HOARDINGS


Are you satisfied with Canara bank services?

a) Yes

b) No

c) Can’t say

Reason why................................

Canara bank can provide better facility than other bank?

a) Yes

b) No

c) Can`t Say

Can you give any opinion to us?

.............................................................................................................................................

.............................................................................................................................................

.............................................................................................................................................

...............

Would you suggest any improvement?...........................................................................................................................................

...........................................................................................................................................

...........................................................................................................................................

..................


Chapter 6 References& Bibliography

• References & Bibliography :-

1. Professional Banker.

2. w w w . rbi.org

3. Economic times

4. www.canarabank.com


http://www.rbi.org/

5. www.google.com

6. www.moneycontrol.com


http://WWW.MONEY/

http://www.google.com/

42753785 customer perception about product services of canara bank

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