A PROJECT REPORT

ON

“A Study of Banking service quality of commercial banks in India”

Submitted

To

Marwadi Education Foundation Group of Institute

Submitted By

Chirag Rupareliya

Pratik vyas

Guided ByProf. Meera modi

INDUSTRY OVERVIEW

The word Bank‘ itself derived from the word bancus‘ or banque‘ that is a French.

The major challenge that is of particular importance to the field of management is the

"Quality Service Revolution" that is occurring around the world. Quality of products and

services has become a Guru Mantra of Success in the competitive edge in the world

market.

In the past few years LPG (Liberalization, Privatization, and Globalization) as well as IT

(Information Technology) descended upon the horizon of the Indian banking industry.

Net worth:

Assets:

Deposits:

Advances:

GROWTH OF BANKING SECTOR

OVERALL PERFORMANCE OF THE COMMERCIAL BANKS

Size:

Operational Efficiency:

Earning Quality:

Capital Adequacy

Asset Quality:

Management Quality:

Liquidity:

Private

Sector

Public

Sector

Co-operative Banks(Regional Rural

Bank)Commercial Banks

Local Area

Banks

New

Banks

Old

Banks

Nationalized

Banks

State Bank

GroupIndian Foreign

Subsidiary

BanksSBI main

BANKING INSTITUES

OVERVIEW OF COMMERCIAL BANK

A bank that offers services to the general public and tocompanies.

A financial institution that provides services, such asaccepting deposits, giving business loans and autoloans, mortgage lending, and basic investmentproducts like savings accounts and certificates ofdeposit.

COMPANY OVERVIEW

AXIS BANK

ICICI BANKS

STATE BANKS OF INDIA

BANK OF BARODA

Traded as BSE: 532215LSE: AXBCNSE: AXISBANK

Industry Banking, Financial services

Founded 1994 (as UTI Bank)

Headquarters Mumbai, Maharashtra, India

Key people Dr. Sanjiv Misra (Chairman)Shikha sharma (MD & CEO)

Products Credit cards, consumer banking, corporate banking,finance and insurance,investmentbanking, mortgage loans, private banking, private equity, wealth management

Revenue 340 billion (US$5.4 billion) (2013)

Operating income 94 billion (US$1.5 billion) (2012)

Net income 52 billion (US$830 million) (2012)

Total assets 3.4 trillion (US$54 billion) (2012)

Employees 40,239 (on 30-Sep-2013)

Website www.axisbank.com

Type Private

Traded as BSE: 532174NSE: ICICIBANKNYSE: IBNBSE SENSEX ConstituentCNX Nifty Constituent

Industry Banking, Financial services

Founded 1954

Headquarters Mumbai, India

Area served Worldwide

Key people K.V. Kamath (Chairman)Ms.Chanda Kochhar (MD & CEO)

Products Credit cards, Consumer banking, corporate banking,finance and insurance,investmentbanking, mortgage loans, private banking, wealth management

Revenue US$ 13.52 billion (2012)

Operating income US$ 2.12 billion (2012)

Profit US$ 1.60 billion (2012)

Total assets US$ 98.99 billion (2012)

Total equity US$ 12.62 billion (2012)

State Bank of India

Type Public

Traded as NSE: SBINBSE: 500112LSE: SBIDBSE SENSEX ConstituentCNX Nifty Constituent

Industry Banking, financial services

Founded 1 July 1956

Headquarters Mumbai, Maharashtra, India

Area served Worldwide

Key people Arundhati Bhattacharya(Chairman)

Products Credit cards, consumer banking, corporate banking,finance and insurance, investment banking, mortgage loans, private banking, wealth management

Revenue INR 200,560 Crores (US$ 36.9 billion) (2012)

Profit INR 17,916 Crores (US$ 3.3 billion) (2012)

Total assets INR 15,66,261 Crores(US$ 392.5 billion) (2012)

Total equity INR 98,884 Crores(US$ 23.0 billion) (2012)

Owner(s) Government of India

Employees 295,696 (2012)

Website www.sbi.co.in

Type Public company

Traded as BSE: 532134

Industry Banking, Financial services

Founded 20 July 1908

Founder(s) Maharaja Sayajirao Gaekwad

Headquarters Vadodara (Baroda), India

Area served Worldwide

Key people S S Mundra (Chairman & MD)

Products Credit cards, consumer banking,corporatebanking, finance and insurance,investmentbanking, mortgage loans,private banking, private equity, wealth management

Revenue 345.88 billion (US$5.5 billion) (2012)

Net income 52.48 billion (US$840 million) (2012)

Total assets 4.574 trillion (US$73 billion) (2012)

Website www.bankofbaroda.com

To assess the various aspects of services provided by commercial banks.

To assess to extent of use of services especially the IT enable services in the banks.

To determine and compare the extent of customers satisfaction with quality of banking services on the basis of different constituent factor.

As certain customer expectations of banking services to ensure customer retention.

OBJECTIVES OF THE STUDY

Research design

Types of research DESCRIPTIVE RESEARCH

Data source Primary data, secondary Data

Research method Survey Method

Research technique Questionnaire

Types of questionnaire Structured Questionaries

Types of question Closed and open ended question

Sampling area RAJKOT

Sample size 250 respondent

Thank you………..