retail banking project boi

8/4/2019 Retail Banking Project BOI

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REPORT ON

RETAIL BANKING AND RETAIL CREDIT

(In Partial Fulfillment of Master of Business Administration)

WITH SPECIAL REFERENCE TO

BANK OF INDIA


BY

KAVITA VASANI

A0101907184

MBA (GEN)

2009 BATCH

UNDER THE GUIDANCE OFMS.PREETY KULSHRESTHA

(FACULTY OF FINANCE-AMITY BUSINESS SCHOOL)

AMITY UNIVERSITYUTTAR PRADESH

AMITY BUSINESS SCHOOL-AU

SECTOR-125, NOIDA, UP

1


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ACKNOWLEDGEMENT

T h e P r o j e c t T i t l e R e t a i l B a n k i n g a n d R e t a i l c r e d i t h a s b e e n

c o n d uc t e d b y m e d u r i n g 2 / 5 / 2 0 0 8 a n d 1 1 / 7 / 2 0 0 8 a t B A N K O F

I N DI A A D VA N CE S D E PA R TM E NT , JA M SH E DP U R . I h a v e

c o m p le t e d t h i s p r o je c t , b a s e d o n t h e p r i m a r y r e s e a rc h , u n d er

t h e g u i d a n c e o f m y i n d u s t r y g u i d e M r . J . K . D a s ( S e n i o r m a n a g e r

- B a n k o f I n d i a J a m s h e d p u r B r a n c h ) a n d M s . P r e e t y K u l s h r e s t h a( f a c u l t y o f F i n a n c e A m i t y B u s i n e s s S c h o o l ) .

I a m h i g h ly t h a n k f u l t o m y g u i d es M r . J . K . D a s a n d M s . P r e e t y

K u l s h r e s t h a w h o h a ve a u gm e nt ed m y k n ow l ed g e i n t h e f i e l d

R e t a i l B a n k i n g . T h e y h a v e h e l p e d m e l e a r n a b o u t t h e p r o c e s s b y

g i v i n g m e v a l u a b l e i n s i g h t i n t o t h e t o p i c .

KAVITA VASA

2


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CERTIFICATE

T h is i s t o c e r t i f y t h a t K a v i t a V a s a n i , a

s t u d e n t o f M a s t e r o f B u s i n e s s

A dm i n is t r a t i o n ( M BA ), c la ss o f 2 00 9,

A m it y B u s i n es s S ch o o l , A m it y U n iv e r s i ty

( B e a r i n g A U U P E n r o l l m e n t N o .

A 0 1 0 1 90 7 1 8 4 ) , h a s u n d e r t a k e n t h e S u m me r

I n t e r n s h i p T r a i n i n g a t B a n k o f I n d i a d u r i n g

2 / 5 / 2 0 0 8 a nd 1 1 / 6 / 20 0 8 . S he h a s w o r ke d

u nd er m y g u i da nc e f or t he p ro je c t t i t le

R e ta i l b a n k i n g a n d r e t a i l c r e d i t . S h e h a s

a l so b e en g u id e d b y M r . J . K . D a s ( S e n i o r

M a na ge r- B an k o f I nd ia -J am s he dp ur

B r a n c h ) .

T h is P r o j ec t r e po r t i s p r ep a re d i n p a r t i al

f u l f i l l m e n t o f M a s t e r s o f B u s i n e s s

A d m in i s t r a t io n ( MB A) t o b e a wa r d e d b y

A m i t y U n i v e r s i t y , U t t a r P r a d e s h . T o t h e b e s t

o f m y k no wl ed ge , t h i s p ie ce o f w or k i s

o r i g i n a l a n d n o p a r t o f t h i s r e p o r t h a s b e e n

s u b m i t t e d b y t h e s t u d e n t t o a n y o t h e r

I n s t i t u t e / U n i v e r s i t y e a r l i e r .

3


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ABSTRACT

T h e o b j e c t i v e o f t h e s t u d y u n d e r t a k e n i s p r o f i t m a x i m i z a t i o n o f

r e t a i l b a n k i n g o p e r a t i on s o f B a n k o f I n d i a . T h e f i r s t r e s e a r ch

c o n d u c t e d i n t h i s w o r k a i m s t o u n d e r s t a n d t h e v i e w o f

c u s to m e rs r e g a rd i n g r e t a i l b a n k i n g p r o d u c t s o f B a n k o f I n d ia

. Th e s ec on d r e se ar ch i n t h is w or k d et er mi n es v ie ws o f

c u s t o me r s o f B a nk o f I n di a , S t a t e B a nk o f I n di a , I C I CI B a nk

a nd P u nj a b N a t i o na l B a nk w ho h av e a va i l e d h om e l o an ,

e d u c a t i o n l o a n , p e r s o n a l l o a n a n d a u t o / v e h i c l e l o a n .

T o a c h i e v e t h e o b j e c t i v e d e s c r i p t i v e a p p r o a c h i s

a d o p t e d . P r i m a r y d a t a i s o b t a i n e d w i t h t h e h e l p o f

q ue s t io nn a i re . S ec on da ry d a t a i s o b t a i ne d f ro m c om pa ny

w e b s i t e , b r o c h u r e s ( i n t e r n a l ) a n d i n t e r n e t ( e x t e r n a l ) .

A t t h e f i na l s t a g e o f t h e r e s ea r ch d a ta i s

a n a l y z e d . A c c o r d i n g t o t h e r e s u l t s o f t h e f i r s t r e s e a r c h , 9 1 % o f

B an k o f I nd ia c us to me rs a re s a t is f i ed w i t h t he s er v i ce s .

A cc o r d i ng t o t he r e s u l t s o f t h e s ec o n d r e s ea r c h 2 0 % o f t he

r e sp on de nt s h av e r a te d t h e s er v i c es o f B a nk o f I n di a a s

e x c e l l e n t , 2 0 % o f t h e r e s p o n d e n t s h a v e r a t e d t h e s e r v i c e o f S t a t e

B a n k o f I n d ia a s e x c e l l en t , 1 0 % o f t h e r e s p o n de n t s h a v e r a t e d

t h e s e r v i c e o f P u n j a b N a t i o n a l B a n k a s e x c e l l e n t a n d 6 % o f t h e

r e s p o n d e n t s h a v e r a t e d t h e s e r v ic e o f I C I C I B a n k a s e x c e l l e n t

f o r s e r v i c e s r e g a r di n g r e t a i l c r e di t . T h e l i m i t a t i o n o f t h e b o t h

t h e r e s e a r c h u n d e r t a k e n i s s m a l l s a m p l e s i z e a n d t i m e

c o n s t r a i n t .


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TABLE OF CONTENTS

TOPIC PAGE NO.INTRODUCTION 6,7

HISTORY OF BANK OF INDIA 8,9

RETAIL BANKING PRODUCTS

DEPOSITS 10 16

LOANS 17- 38

SERVICES 39-41

CARDS 42,43

RESEARCH PROCESS 44- 48

RESEARCH FINDINGS OF FIRST

RESEARCH

4965

RESEARCH FINDINGS OF SECOND

RESEARCH

6697

SWOT ANALYSIS 97,98

CONCLUSION AND

RECOMMENDATION

99103

APPENDICES 104-114

BIBLIOGRAPHY 115

INTRODUCTION



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R et a i l b an k i ng r ef er s t o b an k i ng i n w hi ch b an ks u nd er go

t r a ns a c t i o n s d i r ec t l y w i t h c o n s um e r s , r a t he r t h a n c o r p or a t io n s

o r o t h e r b a n k s . W i t h a j um p i n t he I nd i a n e c o n o my f r o m a

m a n u fa c t u r i n g s e c t o r , t h a t n e v e r r e a l ly t o o k o f f , t o a n a s ce n t

s e r v i c e s e c t o r . B a n k in g a s a w h o le i s u n d e r g o in g a c h a n g e. A

l a r ge r o p t io n f o r t he c on s u me r i s g e t t i ng t r a n s la t e d i n t o a

l a r ge r d em an d f o r f in a n c i a l p r o d u c t s a n d c u s to m i za t i on o f

s e r v i c e s i s f a s t b e c o m i n g t h e n o r m t h a n a c o m p e t i t i v e

a d v a nt a g e . R e t a i l b a n k in g i n I n d i a h a s f a s t e m e rg e d a s o n e o f

t he m a j o r d r i ve r s o f t he o v e r a l l b an k i ng i nd u s t r y a n d h a s

w i t ne s s ed e n o r mo u s g r o w t h i n t h e r e c e n t p a s t . I n t h e p r e s e n t

c o n t ex t o f h i g h ly c o m p et i t i v e b a n k in g s c e n ar i o , r e t a i l b a n k in g

c o ns t i t u t es t h e p r im e b a se f o r g r ow t h a n d r e s i l i e nc e f o r a n y

b a n k , b e i t g l o b a l o r l o c a l . R e t a i l b a n k i n g h a s b e e n t h e a x i s o f

a l l s u c c e s s f u l b a n k s . I n a d e v e l o p i n g e c o n o m y l i k e I n d i a h a v i n g

a h u ge b a se o f c o ns u me p o pu l a t i o n w i th s us t a i n ed g r ow t h i n

e d u c a t i o n a n d s t a n d a r d o f l i v i n g , t h e s c o p e f o r e n h a n c e d r e t a i l

b a n k in g i s s u b st a n t i a l . I n t r i n s ic s t r en g t h o f t h e b a n k i n t e r ms

o f c u s t o m e r b a s e , b u s i n e s s v o l u m e , p r o f i t a b i l i t y a n d

c o m pe t i t i ve e d g e i n t he m ar ke t p l a ce . R e t a i l s eg me n t i s a

s e gm e nt w h er e n u mb e r m a t t e rs . L a rg e r t h e c u s t o me r b a se i n

r e t a i l p o r t f o l io , g r e a te r i s t h e v o l u me o f b u s i n e s s a n d h i g h er

t h e f u n d a m e n t a l s t r e n g t h .

T h e R e t a i l B a n k i n g i s a b a n k i n g s e r v i c e t h a t i s g e a r e d p r i m a r i l y

t o w a rd i n d iv i d u al c o n s um e r s . R e t a i l b a n k in g i s u s u a l l y m a d e

a v a i l a b l e b y c o m me r c i al b a n k s , a s w e l l a s s m a l l e r c o m m u n i ty

b a n k s . R e t a i l b a n k in g f o c us e s s t r ic t l y o n c o n s um e r m a r ke t s .

R et a i l b an k i ng e n t i t i e s p ro v i de a w id e r an ge o f p e r so na l

b a nk i ng s e rv i ce s , i n c l u di n g o f fe r in g s a vi n gs a n d c h ec k in g

a c c o u n t s , b i l l p a y i n g s e r v i c e s , a s w e l l a s d e b i t a n d c r e d i t c a r d s .

T h r o ug h r e t a i l b a n k in g , c o n s um e r s m a y a l s o o b t a i n m o r tg a g e s


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a n d p e r s o na l l o an s . A l th o ug h r e ta i l b a nk i ng i s , f o r t h e m o s t

p a r t , m a ss - m a rk e t d r iv e n , m a ny r e ta i l b a nk i ng p r od u c t s m a y

a l so e x te n d t o s m al l a n d m e di u m s i ze d b u si n es s es . M u ch o f

r e t a i l b a n k i ng i s s t r ea ml in e d e le c t ro n i c a l l y v i a A u t om at ed

T e l le r M ac h i ne s ( AT M s ) , o r t h r ou g h v i r tu a l r e t a i l b a n k i ng

k n o w n a s o n l i n e b a n k i n g . C r e d i t g r a n t e d b y a f i r m t o c o n s u m e r s

f o r t h e p u r c h a s e o f g o o d s o r s e r v i c e s .

HISTORY OF BANK OF INDIA


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B a n k o f I n d i a w a s f o u n d e d o n 7 t h S e p t e mb e r , 1 9 0 6 b y a g r o u p

o f e mi ne n t b u s in e s sm e n f r o m M um b a i . T h e B a n k w as u n d e r

p r i va t e o w n er s h i p a n d c on t r o l t i l l J u l y 1 9 6 9 w h e n i t w a s

n a t i o na l is e d a l on g w i th 1 3 o t he r b a nk s . B e gi n ni n g w i th o n e

o f f ic e i n M u m ba i , w i t h a p a i d- u p c a p i t a l o f R s . 5 0 l a k h a n d 5 0

e m pl o ye e s , t h e B a n k h a s m a d e a r a pi d g r ow t h o v e r t h e y e a r s

a n d b l o s s o m ed i n t o a m i g ht y i n s t i t u t i o n w i t h a s t r on g n a t io n a l

p r es e nc e a n d s i z a b l e i n te r na t io n a l o p er a t i o ns . I n b u si n es s

v o l um e, t he B an k o cc up ie s a p re mi er p os i t io n a mo ng t he

n a t i o n a l i s e d b a n k s . T h e B a n k h a s 2 6 4 4 b r a n c h e s i n I n d i a s p r e a d

o v e r a l l s t a t e s / u n i on t e r r i to r i e s i n c lu d i ng 9 3 s pe c i a l i s ed

b r a n ch e s . T h e s e b r a n c h e s a r e c o n t r o l l e d t h r ou g h T h e re a r e 2 4

b r a n ch e s / o f f i c e s ( in c l ud i n g t h r ee r ep r e s e n t a t i v e o f f i c es )

a b r oa d . T he B a n k c a m e o u t w i t h i t s m a i de n p u b l i c i s s ue i n

1 99 7. T ot a l n um b er o f s ha re ho ld er s a s o n 3 0/ 0 9/ 2 00 6 i s

2 , 2 5 , 7 0 4 .

W h i le f i rm l y a d h e r i ng t o a p o l i c y o f p r u d en c e a n d

c au t i on , t he B a n k h a s b ee n i n t he f o r e f ro n t o f i n t r o du c i ng

v a r i o us i n no v a t i v e s e rv i ce s a n d s y s t e m s . B u s i n es s h a s b e en

c o n d uc t e d w i t h t h e s u c c e s s f u l b l e n d o f t r a di t io n a l v a l u e s a n d

e t h ic s a n d t h e m o s t m o d e r n i n f r a s t r u c tu r e . T h e B a n k h a s b e e n

t he f i r s t a mo n g t he n a t io n a l i s e d b an k s t o e s t ab l i s h a f u l ly

c o m p u t e r i s e d b r a n c h a n d A T M f a c i l i t y a t t h e M a h a l a x m i B r a n c h

a t M um ba i w ay b ac k i n 1 98 9 . T he B an k i s a l s o a F ou nd er

M e m b e r o f S W I F T i n I n d i a . I t p i o n e e r e d t h e i n t r o d u c t i o n o f t h e

H e a l t h C o d e S y s t e m i n 1 9 8 2 , f o r e v a lu a t in g / r a t in g i t s c r e d i t

p o r t f o l i o . T h e B a n k ' s a s s o c i a t i o n w i t h t h e c a p i t a l m a r k e t g o e s

b ac k t o 1 92 1 w he n i t e n t er ed i n t o a n a g r ee me nt w i t h t he

B o mb a y S t o c k E x ch a ng e ( B SE ) t o m a na g e t h e B S E C l e a r i n g

H o u s e . I t i s a n a s s oc i a t i on t ha t h as b l o s s om ed i n t o a j o i n t

v e n t ur e w i t h B S E , c a l l e d t h e B O I S h a r e h ol d i ng L t d . t o e x t en d
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d e p o s i t o ry s e r v i c e s t o t h e s t o c k b r o k in g c o m mu n i ty . B a n k o f

I n di a w a s t h e f i r s t I n d i a n B a n k t o o p en a b r an c h o u t s id e t h e

c o u n t r y , a t L o n d o n , i n 1 9 4 6 , a n d a l s o t h e f i r s t t o o p e n a b r a n c h

i n E u r o p e , P a r i s i n 1 9 7 4 . T h e B a n k h a s s i z a b l e p r e s e n c e a b r o a d ,

w i t h a n e t w or k o f 2 3 b r a n ch e s ( i n c l u d in g t h r ee r e p re s e n ta t i ve

o f f ic e ) a t k e y b a n k i n g a n d f i n an c i a l c e n t r es v i z . L o n d o n , N e w

Y o r k , P a r i s , T o k y o , H o n g - K o n g , a n d S i n g a p o r e . T h e

i n te r na t io n al b u s i n es s a c co u n t s f o r a r ou n d 2 0 .1 0 % o f B a nk ' s

t o t a l b u s i n e s s .

RETAIL BANKING PRODUCTS

I. DEPOSITS


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BOI SAVINGS PLUS SCHEME

SALIENT FEATURES

B O I S a v i n g s P l u s i s a m i x o f S a v i n g s B a n k A c c o u nt a n d

T e r m D e p o s i t A c c o u n t .

I t a i m s a t m ax i m iz i n g t he e a r n i ng s f o r t he c u s to me r ,

w i t h o u t j e o p a r d i z i n g l i q u i d i t y .

M in im u m b al a nc e i n S B p or t i o n i s R s .2 5 , 00 0 / - a nd

m i n i m u m b a l a n c e i n T e r m D e p o s i t P o r t i o n i s R s . 5 , 0 0 0 / - .

A n y a m o u nt i n e x ce s s o f R s . 2 5 , 0 00 / - i n t h e S B p o r t i o n

w i l l b e a u t o s w ep t o u t i n to t h e S D R o r D B D p o r t i o n i n

m u l t i p l e s o f R s . 5 , 0 0 0 / - o n d a i l y b a s i s .

I n t h e S D R p o r t i o n , m o n i e s c a n b e i n v e s t e d f o r a n y p e r i o d

f r o m 1 5 d a y s t o 1 7 9 d a y s , a s p e r t h e c u s t o m e r ' s c h o i c e . I n

t h e D B D p o r t i o n , m o ni e s c a n b e i n ve s te d f r o m 6 m o nt h s

u p t o a n d i n c l u d i n g 1 0 y e a r s , a s p e r t h e c u s t o m e r ' s c h o i c e .

U p o n m at u r i t y , t he p r i nc i p a l i n t he S DR /D B D p o r t i on

w o u l d b e a u t o - re n e w e d f o r a n e q u a l p e r io d , w h i le t h e

i n te re s t w ou ld b e c r ed i t e d t o t h e S B p or t i on o n t h e

c o nc e rn e d d u e d a te . T h e s a m e , i f n o t w i t hd r aw n c a n b e

s we p t b ac k a ga in i n t o S DR /D BD f o r a p e r io d o f t he

c u s t o m e r ' s c h o i c e .

I n c as e t he b a l an ce i n t he S B p or t i on i s s ho r t o f t he

r eq u i re d l ev e l t o m ee t c h e q u e s p r e s e n t ed i n t he A / c . ,

f u n d s f r o m S B P l u s p o r t i o n w i l l b e a u t o s w e p t i n , i n t o t h e

S B p o r t i on , i n m u l t i p l e s o f R s . 1 , 0 0 0 / - o n d a i ly b as i s .

A l t ho u g h t h i s w o u l d a m o u nt t o P a y me n t b e f o re M a t ur i ty ,

n o p e n a l t y w o u l d b e c h a r g e d . T h e l a t e s t S D R / D B D d e p o s i t

w o u l d b e c l o s e d b e f o r e m a t u r i t y ( i n m u l t i p l e s o f

R s . 1 ,0 0 0 / - ) t o e n s u re t h a t t h e c u s t o m er d o e s n o t h a v e t o

b e a r h i g h e r l o s s ( i . e . L I F O p r i n c i p l e t o a p p l y ) .


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BOI CURRENT DEPOSIT PLUS ACCOUNT

B O I c u rr e nt d e po s i t p l u s a c co u nt i s a m ix o f o u r C ur re n t

D e p o s i t A c c o u n t a n d S h o r t D e p o s i t A c c o u n t s .

A l l C ur re n t D ep os i t A cc ou n t o f I nd iv id ua l s , C or po ra te ,

P r o pr i e to rs hi p a n d P a r t n er s hi p e tc ( o t h er t h an B an ks )

m a i n t a i n i n g m i n i m u m a v e r a g e b a l a n c e o f R s . 2 L a k h s a r e e l i g i b l e

f o r t h e s c h e m e .

SALIENT FEATURES

M a x im i z ed r e t ur n s f o r t h e C u s to m e rs o n t h e i r s h o r t - t e r m

f u n d s w h i c h o t h e r wi s e w o u l d n o t e a r n a n y i n t er e s t i n t h e

C u r r e n t D e p o s i t A c c o u n t .

F le x i b i l i t y i n l i q u i d i ty i s s im ul t a ne o u s l y a c h i e v e d b y

l in k i ng C ur re n t D ep os i t A cc ou n t w i t h S ho r t D ep os i t

A c c o u n t .

F o r a m i n i m u m p e r i o d o f 1 5 d a y s , a n d m a x i m u m p e r i o d o f

9 1 d a y s . A u t o m a t i c r e n e w a l f a c i l i t y e n a b l e s k e e p i n g t r a c k

o n v a r i o u s m a t u r i t y d a t e s .

M i n i m u m S t i p u l a t e d B a l a n c e ( C u r r e n t D e p o s i t s ) - R s .2

L a k h s .

M i n im u m S t ip u l a te d B a l an c e ( Sh o r t D e p o si t s ) - A n y e x c e ss

a mo un t a u t om at ic a l ly t ra ns fe r r ed ( Sw ep t O u t b y t he

s y s te m i t s e l f ) t o S h or t D ep os i t A cc o un t i n l ot s o f

R s . 3 0 , 0 0 0 / .

O n m a tu r i t y , t h e S h or t D e po s i t ( p r i n c i p a l a n d a c c r u ed

i n t er e s t ) w i l l b e r e n ew e d a u t om a t ic a l ly f o r t h e o r i g i n a l

t en u r e . A l l t he a u t om at i c r en e w a l s o f BO I C U R RE N T

D E P OS I T P L U S A C C O U N T w o u l d a l s o b e c a r r i e d o u t a t

t h e e n d o f d a y o p e r a t i o n s .


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P a y m e n t B e f o r e M a t u r i t y & S w e e p I n - D u r i n g t h e t e n u r e o f

S ho r t D ep o s i t , i f n ee d a r i s e s , t he d e p o s i t c an b e p a i d

b e fo r e m a tu r i t y o n l a s t i n f i rs t o u t b a s i s w i th o u t a n y

p e na l ty s o a s t o e n su r e t h a t t h e c u s t o me r d o es n o t b e a r

h i g h e r I n t e r es t l o s s . T he l a t es t S ho r t D e p o s i t a mo u n t

w o u l d b e S w e p t I n ( t r a n s f e r r e d ) t o t h e C u r r e n t A c c o u n t ( i n

m u l t i p l es o f R s . 3 0 , 0 0 0 /- ) t o m e e t c h e q u e s i s s u e d b y t h e

C us to me r i f t he re i s i ns uf f i c i en t b a l an ce i n t he C D

A c co u n t p r op e r . A l l t h e s w ee p - o u t s / sw e ep - in s w o u l d b e

c a r r i e d o u t a t t h e e n d o f d a y o p e r a t i o n s ( E O D ) .

R a t e o f I n t e r e s t - O n C u r r e n t D e p o s i t a c c o u n t , n o i n t e r e s t i s

p a y a b l e a s p e r e x i s t i n g p r a c t i c e . H o w e v e r , i n t e r e s t w i l l b e

p a y a bl e o n S h o r t D e p o s i t p o r t io n a t t h e p r e v ai l in g r a t e

( s u b j ec t t o c ha n g e w i t ho u t n o t i c e ) f o r t he a p p l i ca b l e

m a t u r i t y p e r i o d .

P e n a l t y C h a r ge s - Rs . 5 0 0/ i f t h e C u r re n t D e p o s i t A c c o un t

b a l a n c e g o e s b e l o w R s . 2 , 0 0 , 0 0 0 d u e t o d r a w a l s .

F r e e R e m i t t a n c e s ( D D / P O ) - 6 P e r Q u a r t e r .

M u l t i B r a n c h B a n k i n g ( M B B ) - C a s h a n d C h e q u e

T r a n s a c t i o n s u p t o R s . 2 5 , 0 0 0 / p e r d a y w o u l d b e f r e e o f

c h a r g e s . B e y o n d R s . 2 5 , 0 0 0 / s e r v i c e c h a r g e s w o u l d b e

l e v i e d @ 5 0 % o f a p p l i c a b l e D D c h a r g e s .

C B S - M a x . A m o u n t o f C a s h T r a n s a c t i o n : R s . 5 0 , 0 0 0 / ,

O t h e r s - U n l i mi t e d F r e e f o l i o s / P h o n e- S M S - I n t e rn e t B a n k i n g

T r a n s a c t i o n s / N I L S t o p P a y m e n t C h a r g e s .

T h e s y s t e m w i l l a l w a y s d i s p l a y t h e t o t a l f u n d s a t t h ed i s p o s a l o f a c u s t o m e r ( i . e . f r e e f u n d s i n C u r r e n t D e p o s i t

A c c o u n t + F i x e d D e p o s i t A c c o u n t i . e . P r i n c i p a l a m o u n t

o n l y ) . T h i s w o u l d b e t e r m e d a s p s e u d o b a l a n c e .

T D S i s a p p l i c a b l e a s u s u a l .


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STAR DIAMOND SAVINGS ACCOUNT

B an k o f I n d i a o f f e r s ' S ta r D i am on d B a nk i ng ' w hi ch i s a n

e xp er ie nc e t ha t o pe ns t he d oo rs t o a w ho le n ew w or ld o f

p r i v i l e ge d b a n k in g . I t i s f i l l e d w i t h u n p a ra l l e le d a d v a nt a g e s .

T h e S t a r D i a m o n d B a n k i n g m a k e s t r a n s a c t i o n s h a s s l e - f r e e a n d

b a n k i n g m u c h s i m p l e r .

FEATURES OF STAR DIAMOND SAVINGS ACCOUNT

A v e r a g e Q u a r t e r l y Ba l a n c e i n S a v i n g s A / c 1 l a c a n d

a b o v e

B r a n c h d e b i t t r a n s a c t i o n s p e r m o n t h - F R E E

S M S / P h o n e /A T M a n d I n t e r n e t B a n k i n g - F R E E

P e r s o n a l i s e d c h e q u e b o o k - Y e s

M u l t i - c i t y c h e q u e b o o k f a c i l i t y - Y e s

H o m e d e l i v e r y o f D e m a n d D r a f t s ( c o u r i e r e d ) - F R E E

S t a t e m e n t o f A c c o u n t , o n d e m a n d F R E E -

I n t e r n a t i o n a l G o l d C r e d i t C a r d - F R E E

I n t e r n a t i o n a l D e b i t C a r d - F R E E

R e l a t i o n s h i p M a n a g e r - Y e s

P r o c e s s i n g c h a r g e s o n P e r s o n a l / R e t a i l L o a n s - W a i v e d

D e m a t A c c o u n t A n n u a l M a i n t e n a n c e c h a r g e - W a i v e d

I n w a r d C h e q u e R e t u r n c h a r g e s l o c a l - W a i v e d

A i r A c c id e n t T r a v el I n s u r an c e U p t o R s . 5 . 0 0 l a c s f r e e


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17/107

o t h e r t h a n m o n t h l y

S t o p p a y m e n t

i n s t r u c t i o n s

- F r e e

S t a n d i n g i n s t r u c t i o n - F r e e

B a l a n c e c e r t i f i c a t e F r e e F r e e

S M S / P h o n e /A T M a n d

I n t e r n e t B a n k i n g

F r e e F r e e

II. LOANS


18/107

STAR EDUCATION LOAN

T h e S t a r E d u c a t i o n a l L o a n S c h e m e a i m s a t p r o v i d i n g f i n a n c i a l

s u p p or t f r o m t h e b a n k t o d e s e rv i n g / m e r i t or i o us s t u de n t s f o r

p u r su in g h ig he r e du ca t i on i n I nd ia a nd a b r oa d . T he m ai n

e m p h a s i s i s t h a t e v e r y m e r i t o r i o u s s t u d e n t i s p r o v i d e d w i t h a n

o p p o r t u n i t y t o p u r su e e d u c at i o n w i t h t h e f i n an c i a l s u p p o r t o n

a f f o r d a b l e t e r m s a n d c o n d i t i o n s .

STUDENT'S ELIGIBILITY

S h o u l d b e a n I n d i a n N a t i o n a l ;

S e cu r ed a d mi s s i o n t o p r of e ss i o n a l / t e ch n ic a l c o ur s e s i n

I nd ia o r A br oa d t hr ou gh E n t ra nc e T es t / Me r i t b as ed

s e l e c t i o n p r o c e s s .

G o o d a c a d e m i c c a r e e r .

T h e s t ud e nt s h ou l d n o t h a ve o u t s t a n d i n g e d uc a t i o n l o an

f r o m a n y o t h e r I n s t i t u t io n .

F a t h e r / M o t h er s h o u l d b e c o - b o r r o w e r .

B r a n c h n e a r e s t t o t h e p e r m a n e n t r e s i d e n c e o f s t u d e n t w i l l

c o n s i d e r t h e l o a n .

ELIGIBLE COURSE:

S t u d i e s i n I n d i a ( I n d i c a t i v e l i s t ) :

G r a d u a t i o n c o u r s e s : B A , B . C o m . , B . S c . , e t c .

P o s t G r a d u a t i o n c o u r s e s : M a s t e r s & P h d .

P r o f e s s i o n a l c o u r s e s : E n g i n e e r i n g , M e d i c a l , A g r i c u l t u r e ,

V e t e r i n a r y , L a w , D e n t a l , M a n a g e m e n t , C o m p u t e r , e t c

C om p ut e r c er t i f i c a t e c o ur se s o f r e pu te d i n s t i t u te s

a c c r e d i t e d t o D ep ar t m en t o f E le c t ro n i c s o r i n s t i tu t e s

a f f i l i a t e d t o u n i v e r s i t y .

C o u r s e s l i k e I C W A , C A , C F A , e t c .

C o u r se s c o n d u c t e d b y I I M , I I T , I I S c , X L R I , N I F T , N I D

a n d o t h e r I n s t i t u t e s s e t u p b y C e n t r a l / S t a t e G o v t .


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E v e n i n g c o u r s e s o f a p p r o v e d i n s t i t u te s .

O t h e r c o u r s e s l e a d i n g t o d i p l o m a / d e g r e e , e t c . c o n d u c t e d

b y c o l l e g e s / u n i v e r s i t i e s a p p r o v e d b y U G C / G o v t .

/ A I C T E / A I B M S / I C M R , e t c .

C o u r se s o f f er e d b y N a t io n a l I n s t i tu t e s a n d o t h er r e p u te d

p r i v a t e i n s t i t u t i o n s w i t h p r i o r a p p r o v a l o f H e a d O f f i c e .

C o u r se s o f f er e d i n I n d ia b y r e p u te d f o r e i g n u n i v er s i t i e s

w i t h p r i o r a p p r o v a l o f H e a d O f f i c e .

G ra du a t io n : Fo r j ob o r i en te d p ro f e ss io na l / t e ch n i ca l

c o u r s e s o f f e r e d b y r e p u t e d u n i v e r s i t i e s .

P o s t G r a d u a t i o n : M C A , M B A , M S , e t c .

C o u r s e s c o n d u c t e d b y C I M A - L o n d o n , C P A i n U S A , e t c .

QUANTUM OF FINANCE:

N ee d b as e d f in an ce s ub je c t t o r e pa yi n g c a pa ci t y o f t h e

p a r e n t s / s t u d e n t s w i t h m a r g i n a n d t h e f o l l o w i n g c e i l i n g s :

S t u d i e s i n I n d i a - M a x i m u m R s . 1 0 . 0 0 l a k h

S t u d i e s a b r o a d - M a x i m u m R s . 2 0 . 0 0 l a k h .

MARGIN :

U p t o R s . 4 l a k h : N i l

A b o v e R s . 4 l a k h - S t u d i e s i n I n d i a : 5 %

S t u d i e s A b r o a d : 1 5 %

SECURITY:

U p t o R s . 4 l a k h : N o s e c u r i t y

A b o v e R s . 4 l a k h & u p t o R s . 7 . 5 l a k h s : C o l l a te r a l s e c u r i t y

i n t h e f o r m o f a s u i t a b l e t h i r d p a r t y g u a r a n t e e .


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A b o v e R s . 7 . 5 l a k h : C o l l a t e r a l s e c u r i t y o f s u i t a b l e v a l u e o r

a t t h e d i s c r e t i o n o f t h e B a n k s u i t a b l e t h i r d p a r t y g u a r a n t e e

a l o n g w i t h t h e a s s i g n m e n t o f f u t u r e i n c o m e o f t h e s t u d e n t

f o r p a y m e n t o f i n s t a l l m e n ts .

RATE OF INTEREST:

U p t o R s . 7 . 5 0 l a c s - 1 . 7 5 % b e l o w B P L R , M i n . 1 1 . 0 0 % p . a .

A b o v e R s . 7 . 5 0 l a c s - 0 . 7 5 % b e l o w B P L R , M i n . 1 2 . 0 0 % p . a .

S i m pl e i n t er e s t d u r i ng t h e r e p a ym e n t h o l id a y /m o r at o r iu m

p e r i o d .

P en a l i n t e r es t @ 2% f o r l oa n s a b o v e R s . 4 l ak h f o r t he

o v e r d u e a m o u n t a n d o v e r d u e p e r i o d .

I n t . C o n c e s s i o n f o r w o m a n b e n e f i c i a r i e s - u p t o 5 0 , 0 0 0 / - -

0 . 5 0 % a n d a b o v e 5 0 , 0 0 0 / - - 1 . 0 %

1 % i n t . c o n c e s s i o n i f i n t e r e s t i s s e r v i c e d d u r i n g

m o r at o r iu m p e r i od , w h e r e r e p ay m e nt h o l id a y i s s p e c i f i e d

f o r i n t e r es t / r e pa y m en t u n d e r t he s ch e m e ( co n c e s s i on

a v a i l a b l e f o r m o r a t o r i u m p e r i o d )

INSURANCE : A l l t h e s t u d en t b o r ro w e r s a r e o f f e r e d a s p e c ia l l y

d es i g ne d T er m I n su ra nc e c ov er a nd t h e p re mi u m c an b e

i n c l u d e d a s a n i t e m o f f i n a n c e .

REPAYMENT: R e p a y m e n t h o l i d a y / M o r a t o r iu m : C o u r s e p e r i o d + 1

y e ar o r 6 m o nt h s a f te r g e t t i n g j o b , w h ic h ev e r i s e a r l i e r .T h e

l oa n i s t o b e r ep a i d i n 5 -7 y ea r s a f t e r c om me nc em en t o f r e p a y m e n t .

BANK CHARGES:

P r o c e s s i n g /u p f r o n t c h a r g e s

F o r S t u d i e s i n I n d i a - N I L .


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F o r S t u d ie s A b ro a d R s . 1 00 0 f o r i s s u an c e o f s a nc t io n

l e t t e r f o r o b te n t i o n o f V I S A .A m ou n t r e fu n da b le o n

a v a i l i n g l o a n .

D o c u m e n t / S t a m p C h a r g e s - A t A c t u a l s

C h a n g e o f I n s t i t u t i o n

S t u d i e s i n I n d i a R s . 2 5 0 / -

S t u d i e s A b r o a d - R s . 5 0 0 / -

A g r e e m e n t ( c o p y t o b o r r o w e r ) X e r o x c h a r g e s

L o a n u p t o R s . 2 l a c s - R s . 2 5 / - *

L o an o v e r R s . 2 l a cs - R s .1 0 0 / - *( P lu s c o py i n g c h a r g e o f

R s . 1 p e r p a g e )

OTHER CONDITIONS :

L oa n t o b e d i s bu rs ed i n s ta ge s a s p er r eq u i re me nt /

d e m a n d , d i r e c t l y t o t h e I n s t i t u t i o n / V e n d o r s o f

b o o k s / e q u i p m e n t s / i n s t r u m e n t s t o t h e e x t e n t p o s s i b l e ;

S t u de n t t o p r o d uc e m a r k l i s t o f p r e v io u s t e r m/ s e me s t er

b e f o r e a v a i l i n g n e x t i n s t a l l m e n t ;

S t u d e n t / P a r e n t t o p r o v i d e l a t e s t m a i l i n g a d d r e s s , i n c a s e

o f a n y c h a n g e ;

S t u de n t / P a r e n t t o i n f o rm B r a n ch i m m ed i a te l y o n c h a n g e

o f c o u r se / c o mp l e t i o n o f s t u d ie s / te r m in a t io n o f s t u di e s /

a n y r e fu n d o f f e es b y c o l l eg e / i ns t i t u t io n / s uc c es s fu l

p l a c e m e n t / o b s t e n t i o n o f j o b / c h a n g e o f j o b e t c .


22/107

STAR PERSONAL LOAN

ELIGIBILITY:

S a l a r i e d e m p l o y e e s

P r o f e s s i o n a ls a n d i n d i v i d u a l s w i t h h i g h n e t w o r t h ,

R e g u l a r p e n s i o n e r s o r f a m i l y p e n s i o n e r s d r a w i n g r e g u l a r

m o n t h l y p e n s i o n t h r o u g h B r a n c h

S t a f f m e m b e r s - R e t i r e d e m p l o y e e s ( o t h e r t h a n d i s m i s s e d /

c o m p u l s o r i l y r e t i r e d ) o f B a n k .

TYPE OF ADVANCE:

D e m a n d / T e r m L o a n / O v e r d r a f t ( r e d u c i b l e a s p e r r e p a y m e n t

s c h e d u l e ) .

O v e r d r a f t l i m i t ( n o t r e d u c i b l e a s p e r r e p a y m e n t s c h e d u l e )

m a x i m u m u p t o R s . 1 l a c t o c o n f i r m e d p e r m a n e n t e m p l o y e e s

o f C e n t r a l / S t a t e G o v t . / R e p u t e d C o r p o r a t e a n d P S U ' s .

CLEAN UNSECURED LOANS:

PURPOSE:

M a r r i a g e e x p e n s e s o f s e l f , s o n , d a u g h t er o r a d e p e n de n t

n e a r r e l a t i v e .

M e d i c a l E x p e n s e s i n c u r r e d / t o b e i n c u r r e d f o r s e l f , s p o u s e ,

c h i l d r e n , d e p e n d e n t n e a r r e l a t i v e .

F o r e d uc a t i o n o f s e l f / s p ou s e / ch i ld r en / n e a r d e pe n de n t

r e l a t i v e s .

F o r r e p a i r s / r e n o v a t i o n / e x t e n s i o n o f e x i s t i n g h o u s e / f l a t .

MAXIMUM LOAN: 2 L A C S

MINIMUM SIZE OF LOAN:

M i n i m um s i z e o f l o a n : - A t M e t ro a n d U r b a n C en t r es :

R s . 1 0 , 0 0 0 / -


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24/107


25/107

STAR HOME LOAN

P r o vi d e s l o a n s t o p u r c ha s e a P l o t f o r c o n s t r uc t i on o f a H o u s e,

t o p u rc h as e /c o ns t r u c t h o us e / f l a t , a s w e l l a s f o r r e no v a t i o n /

r e p a i r / a l t er a t i o n / a d d i t i o n t o h o u s e / f l a t , f u r n i s h i n g o f h o u s e .

M ax im um l oa n a mo un t i s R s . 30 0 l ac s a nd r ep ay me nt

r a n g e s u p t o 2 0 y e a r s , w i t h r e a s o n a b l e m a r g i n a n d n o m i n a l

p r o c e s s i n g c h a r g es . N o c o m mi t m en t / ad m i n i s t r a t i ve

c h a r g e s .

T h e l o a n i s a v a i l a b l e a t v e r y c o m p e t i t i v e r a t e s o f i n t e r e s t ,

c u r r e n t l y a v a i l a b l e i n t h e i n d u s t r y .

O p t i o n f o r d i f f e re n t E M I a m ou n ts f o r d i f f e re n t p e r i o ds

d ur i n g t e nu re o f l o an t o s u i t c us t o me r s r e p ay m en t

c a p a c i t y .

P r e p a y m e n t o f L o a n p e r m i t t e d

I n t er e s t i s c a l c u l a te d o n d a i l y b a l a n c e b a s i s w h i c h i s o f

g r e a t a d v a n t a g e t o c u s t o m e r a s i t r e s u l t s i n l o w e r i n t e r e s t

a m o u n t .

L o a n t o N R I s a s w e l l a s P e r s o n s o f I n d i a n O r i g i n .

S i m p l i f ie d a p p l i c a t i o n f o r m / p r o c e d u r e s f o r c o n v e n i e n c e o f

c u s t o m e r s , a n d s p e e d y a p p r o v a l s .

F r e e P e r s o n a l A c c i d e n t I n s u r a n c e c o v e r

L i f e I n s u r a n c e C o v e r t o b o r r o w e r s f o r L o a n

P r o t e c t i o n ( o p t i o n a l )

ELIGIBILITY: S a la r ie d e m pl o ye e s , P r o f es s i o na l s l i k e D o ct o rs ,

L a wy e rs , E n g i n ee r s , C h ar t e r ed A c co u n t a nt s , S e l f - e m pl o ye dp e r s o ns . R e qu e s t s a r e a l so c o ns i d e re d i n s p ec i a l c a se s f r o m

G r o u p o f i n d i v i d u a l s , N R I s , P I O s , H U F , P r o p . F i r m , P a r t n e r s h i p

f i r m s a n d c o r p o r a t e s .

PURPOSE:


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T o p u r c h a s e / c o n s t r u c t h o u s e / f l a t

T o r e n o v a t e / e x t e n d / r e p a i r e x i s t i n g h o u s e / f l a t .

T o p u r c h a s e a p l o t o f l a n d f o r c o n s t r u c t i on o f h o u s e .

T o a c q u i r e h o u s e h o l d a r t i c l e s a l o n g w i t h t h e h o u s e / f l a t -f o r f u r n i s h i n g t h e h o u s e / f l a t .

QUANTUM OF LOAN:

F o r c o n s t r u c t i o n / p u r c h a s e o f a h o u s e / f l a t - Rs . 3 0 0 l a c s

R e p a i r s / r e n o v a t i o n / e x t e n s i o n / a d d i t io n t o h o u s e / f l a t -

R s . 2 0 l a c s

P u r c h a s e o f a p l o t - R s . 3 0 l a c s

P u r c h a s e / a c q u i re h o u s e h o l d a r t i c l e s f o r f u r n i s h i n g t h e

h o u s e / f l a t - R s . 1 . 0 0 l a c . ( 1 5 % o f H o m e L o a n a m o u n t )

MINIMUM SIZE OF HOUSING LOAN:

A t M e t r o a n d U r b a n C e n t r e s : - R s . O n e L a k h

A t R u ra l a n d S e mi U r ba n C e nt r es : -N o m i ni mu m s i ze o f

l o a n .

MARGIN: F o r L o a n u p t o R s . 1 0 L a c s 1 5 %

F o r L o a n o v e r R s . 1 0 L a c s 2 0 %

PROCESSING CHAGES: O n e t i m e @ 0 . 5 5 % o f l o a n a m o u n t m i n . R s .

1 0 0 0 / - a n d m a x . R s . 5 0 0 0 / -

REPAYMENT: H ig hl y f l e xi b l e - m ax im um 2 0 y rs . i nc lu d i ng

m o r a t o r i u m p e r i o d o f 1 8 m o n t h s ( m a x . ) i n m o n t h l y i n s t a l l m en t s .

R e p a y m e n t w i l l s t a r t o n c o m p l e t i o n o f c o n s t r u c t i o n / p u r c h a s e o f

h o u s e/ f l a t o r 1 8 m o n th s a f t er f i r s t d i s bu r s em e n t , w h i ch e v e r i s

e a r l i e r .


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FEES/CHARGES:

N o a d m i n i s t r a t i v e f e e s

N o c o m m i t m e n t c h a r g e

P r e p a y m e n t c h a r g e s :i ) N o c h a r g e s , i f p r e - p a y m e n t i s m a d e f r o m o w n s o u r c e s o f

t h e b o r r o w e r i i ) 0 . 6 5 % p . a . o n t h e o u t s t a n d i n g l o a n

a m o u n t f o r r e m a i n i n g m a t u r i t y o f t h e l o a n , s u b j e c t t o

m a x . 2 . 2 5 % o f o u t s t a n d i n g l o a n a m o u n t i n c a s e o f t a k e

o v e r b y o t h e r b a n k / F I .

L e g a l E x p e n s e s / V a l u a t i o n C h a r g e s / S t a m p P a p e r

C h a r g e s A t a c t u a l L o a n A g r e e m e n t c o p y c h a r g e : a s

a p p l i c a b l e .

RATE OF INTEREST w.e.f. 21.02.08:

F lo a t in g R a t e - Li nk e d t o f lo a t in g r e f e r en ce r a t e ( % p . a . a t

m o n t h l y r e s t )

FOR LIMITS UPTO RS.30 LACS:

U p t o 5 y r s - 9 . 5 0

> 5 - 1 0 y r s - 9 . 7 5

> 1 0 - 1 5 y r s - 1 0 . 0 0

> 1 5 - 2 0 y r s - 1 0 . 0 0

FOR LIMITS OVER RS.30 LACS UPTO RS.50 LACS:

U p t o 5 y r s - 9 . 7 5

> 5 - 1 0 y r s 1 0 . 0 0

> 1 0 - 1 5 y r s - 1 0 . 2 5

> 1 5 - 2 0 y r s - 1 0 . 5 0

FOR LIMITS OVER RS.50 LACS:

U p t o 5 y r s - 1 0 . 5 0

> 5 - 1 0 y r s - 1 0 . 7 5

> 1 0 - 1 5 y r s - 1 1 . 0 0


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TYPE OF ADVANCE:

D e m a n d / T e r m L o a n / O v e r d r a f t ( r e d u c i b l e a s p e r r e p a y m e n t

s c h e d u l e ) .

O ve rd ra f t f ac i l i ty ( n ot r e du ci b le a s p er r ep ay m e nt

s ch e d u l e ) c a n a l s o b e p e r mi t t ed t o e l i g i b l e c u s to me r s

( o t h e r t h a n s a l a r i e d p e o p l e ) .

QUANTUM OF FINANCE:

F o r a g r i c u l t u r i s ts - 0 . 5 0 l a c s (m i n . ) a n d 2 . 0 0 l a c s (m a x . )

F o r O t h e r s :

I n d i v i d u a l s / Pr o p . F i r m / P a r t n e r s h i p f i r m - 1 . 0 0 l a c s ( m i n . )

a n d 5 0 . 0 0 l a c s ( m a x . )

C o m p a n y :

P r o p . / P a r t n er s h i p - 1 . 0 0 ( m i n . ) a n d 1 0 0 . 0 0 ( m a x . )

F i r m / c o m p a n y 1 . 0 0 ( m i n . ) a n d 1 0 0 . 0 0 ( m a x . )

CALCULATION OF QUANTUM OF FINANCE:

T h e s a n c t i o n e d l i m i t i s t o b e r e l a t e d t o t h e v a l u e o f s e c u r i t y &

r e p a y m e n t c a p a c i t y o f b o r r o w e r , s u b j e c t t o :

S a l ar i e d e m p lo y e es : 4 8 t i m es o f m o n t hl y n e t e m o l um e n t s

( t a k e h o m e s a l a r y ) . O R 4 t i m e s o f n e t a n n u a l i n c o m e w i t h

o t h e r r e n t a l i n c o me f r o m p r o p e r t y e t c . b a s e d o n I n c o me -

t a x r e t u r n s ( A v e r a g e o f L a s t 2 / 3 y e a r s ) .

S e l f - e m p l o ye d / p r o f e s s i o n a ls / i n d i v i d u a l s e n g a g e d i n t r a d e /

c o m me r c e / b u s i n es s - 4 t i me s o f t h e i r n e t a n n u a l i n c o m e

b a s e d o n i n c o m e - t a x r e t u r n s ( A v e r a g e o f L a s t 2 / 3 y e a r s ) . P r o p r i e t o r s h i p / P a r t n e r s h i p F i r m / C o m p a n y - F o u r t i m e s o f

C as h- ac cr ua ls ( i . e . P A T+ D ep re ci a t io n ) a s p e r t he i r

A u d i te d B a l a n c e S h e e t / P & L A c c o u n t ( A v e r a ge o f L a s t

2 / 3 y e a r s ) .


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MARGIN:

S a l a r i e d E m p l o y e e s 3 0 %

O t h e r s 5 0 %

* O n v a l u e o f p r o p e r t y [ L o w e r o f M a r k e t V a l u e / D i s t r e s s S a l e

v a l u e / R e g i s t ra t i o n V a l u e a s o n d a t e o f v a l u a t i o n ] a s s e s s e d b y

B a n k ' s a p p r o v e d v a l u e r .

RATE OF INTEREST:

A t p r e s e n t a t t h e r a t e o f B P L R i s 1 2 . 7 5 % p . a . m o n t h l y .

I n t e r e s t c o n c e s s i o n f o r w o m a n b e n e f i c i a r i e s 0 . 2 5 % p . a .

[ A l l b o r r o w e r s t o b e w o m e n ]

REPAYMENT:

I n a c c o u n t s w h e r e r e g u l a r O v e r d r a f t f a c i l i t y i s n o t p r o p o s e d .

W i t h i n a p e r i o d o f e i g h t y e a r s b y w a y o f E M I s . T h e r e p a y m e n t

s ha l l c o m me nc e f ro m t he m on t h s u b se q u e n t t o t he m on t h i n

w h ic h f i na l d i sb u rs e me n t i s m a de o r 6 m o nt h s f r o m t h e f i r s t

d i sb u rs e me n t , w h ic h ev e r i s e a r l i e r . I n c a se o f a g r i c ul t u r i s t s .

T h e r e p a y m e n t w i l l b e r e l a t e d t o t h e g e n e r a t i o n o f f a r m i n c o m e

f r o m c r o p s a n d o t h e r s u b s i d i a r y a c t i v i t i e s .

SECURITY

E q u i t a b l e / L e g a l M o r t g a g e c h a r g e o v e r p r o p e r t y i n t h e n a m e o f

a p p l i c a n t o r h i s / h e r s p o u s e o r p a r e n t s o r t h i r d p a r t y . T h e p e r s o n

i n w ho s e n am e t he p r o p e r t y t o b e m or tg a g e d s t a nd s s ho u l d

e i t h e r b e a b o r r o w e r / c o - b o r ro w e r o r a g u a r a n t o r .

PROCESSING FEES :

A c c o u n t s r e p a y a b l e a s p e r S t i p u l a t e d i n s t a l l m e n t s -

- O ne t im e @ 1 % o f L oa n a mo un t . Mi n. Rs .1 50 0 / - a nd m ax .

R s 3 0 0 0 0 / - .


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STAR AUTOFIN LOAN

T h e S c h e m e p r o v id e s l o a n f o r p u r c h a s in g 2 / 4 w h e e l e r v e h i c l e s

m a x i m u m a m o u n t o f l o a n i s R s . 2 5 l a c s , d e p e n d i n g u p o n c o s t o f

v e h i c l e & i n c o m e o f p r o p o n e n t , a t a t t r a c t i v e r a t e o f i n t e r e s t a n d

e a s y r e p a y m e n t p l a n .

ELIGIBILTY: S a l ar i e d e m p lo y e e s , P r of e s s i o n a ls , S e l f - e m p lo y e d ,

i n d i v i d u a l s w i t h h i g h n e t w o r t h , P e o p l e e n g a g e d i n

t r a d e / co m me r ce / b u s i n es s , P e ns i on e rs , F a rm e rs , P r op . F i r m,

P a r t n e r s h i p f i r m , C o m p a n i e s ( P v t / P u b l i c L t d . ) , S t a f f M e m b e r s ,

R e t i r e d e m p l o y e e s ( o t h e r t h a n d i s m i s s e d / c o m p u l s o r i l y r e t i r e d )

o f t h e B a n k .

PURPOSE: P u r c h a s e o f t w o / f o u r w h e e l e r v e h i c l e s .

TYPE OF ADVANCE: D em a nd /T e rm L o an ( re du ci b le a s p er

r e p a y m e n t s c h e d u l e )

QUANTUM OF LOAN:

M a x . R s . 2 5 l a c s

M i n i m um s i z e o f l oa n : - A t M et r o a nd U r b an C e n t r es :

R s . 1 0 , 0 0 0 / -

A t R u ra l a n d S e m i U r b a n c e n t re s : N o m i ni mu m s i z e o f

l o a n .

ELIGIBLE AMOUNT:


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S a l a r i e d e m p l o y e e s - 2 4 t i m e s o f m o n t h l y G r o s s

e m o l u m e n t s .

O t he r t h an S a la r ie d e m pl o ye e s , F a rm e rs & P e ns i o n e r s -

T wo t im e s o f g r o s s a v e r a g e a n n u a l i nc om e a s p e r l a s t

t h r e e I n c o m e - t a x r e t u r n s .

I n c a se o f P r o p r i e to r sh i p / P ar t ne r sh i p f i r m & C o mp a ny :

T w o t i m e s o f a v e r a ge a n nu a l C a sh a c c r u al s ( i . e . P AT +

D e p r e c i a t i o n ) a s p e r t h e i r l a s t t h r e e B a l a n c e - S h e e t / P &

L a c c o u n t .

P e n s i o n e r s : 2 4 t i m e s o f m o n t h l y p e n s i o n ( M a x . l o a n : R s .

2 l a c s )

F a r m e r s : D e p e n d i n g u p o n F a r m e r ' s i n c o m e , h i s r e p a y m e n t

c a pa c i t y /a b i l i t y t o s e rv i ce t h e d e bt a s i s b e in g d o ne i n

c a s e o f a g r i c u l t u r a l l o a n s .

RATE OF INTEREST:

F O R L O A N S U P T O R S . 1 0 . 0 0 L A C S :

N e w V e hi c le s - R e pa y me n t u p to 3 y ea r s : 1 . 75 % b e lo w

B P L R , M i n . 1 1 % p . a . a t m o n t h l y r e s t s .

R e p a y m e n t o v e r 3 y e a r s : 1 . 5 0 % b e l o w B P L R , M i n . 1 1 . 2 5 %

p . a .

S e co n d h a nd v e h i c l e s : 1 . 00 % b e lo w B P LR , M i n. 1 1 . 7 5%

p . a . a t m o n t h l y r e s t s .

F O R L O A N S A B O V E R S . 1 0 . 0 0 L A :

N e w V e h i c l e s : R e p a y m e n t u p t o 3 6 m o n t h s - 0 . 7 5 % b e l o w

B P L R - M i n . 1 2 % p . a . a t m o n t h l y r e s t s . R e p a y m e n t o v e r 3 y e a r s - 0 . 5 0 % b e l o w B P L R - M i n . 1 2 . 2 5 %

p . a .

S e c o n d h a n d v e h i c l e s - @ B P L R - 1 2 . 7 5 % p . a .

REPAYMENT:


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C a r : M a x . 7 2 E M I s

S c oo t er / mo t or c yc l e / T wo W h ee l er s : M a x . 6 0 E M Is w . e . f .

o n e m o n t h a f t e r f i r s t d i s b u r s e m e n t f r o m l o a n a c c o u n t .

P u r c h a s e o f S e c o n d h a n d v e h i c l e - A g e o f v e h i c l e : U p t o 3

y e a r s o l d f r o m t h e d a t e o f f i r s t r e g i s t r a t io n - - R e p a y m e n t

P e r i o d : N o t t o e x c e e d f i v e y e a r s .

SECURITY:

H y po t he c at i o n o f v e h i c le t o b e p u rc h as e d o u t o f B a nk

f i n a n c e .

C h a r g e t o b e r e g i s t e r e d w i t h R T O .

PROCESSING HANDLING CHARGES:

O n e t im e @ 1 . 1 0 % o f t he l oa n a mo u n t M i n . R s . 7 5 0 / - ,

M a x . R s . 2 5 0 0 / -

P en s i on e r s : O ne t im e @ 1 .1 0% o f l oa n a mo nu t M in .

R s . 5 0 0 / - M a x . R s . 1 , 1 0 0


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STAR HOLIDAY LOAN

ELIGIBILITY:

S a l a r i e d e m p l o y e e s

P r o f e s s i o n a l s

S e l f - e m p l o y e d

P eo p l e e n g a g ed i n b u s i n es s / In d i v i du a l s w i t h h i g h n e t

w o r t h / A g r i c u l t u r i s t s / P e n s i o n e r s / S t a f f m e m b e r s

TYPE OF ADVANCE: D e ma n d L o an ( r e d uc i b l e a s p e r r e pa y m e nt

s c h e d u l e )

QUANTUM OF ADVANCE:

M a x . R s . 2 . 0 0 l a c s ( c l e a n )

M a x. R s . 5 .0 0 l a cs ( i n c a se l i qu i d c o l l a te r a l s e cu r i t y i s

o f f e r e d l i k e T D R s , N S C s , I V P s , K V P s , L I C P o l i c y

( S u r r e n d e r V a l u e ) e t c . a t l e a s t e q u a l t o 5 0 % o f l o a n a m o u n t

s a n c t i o n e d )

R s . 1 0 . 0 0 l a c s ( I n c a s e l i q u i d c o l l a t e r a l s e c u r i t y i s o f f e r e d

l ik e T DR s , N SC s , I V Ps , K VP s , L I C P ol ic y ( Su r r en d e r

V a l u e ) e t c . a t l e a s t e q u a l t o 1 0 0 % o f l o a n a m o u n t

s a n c t i o n e d )

P e n s i o n e r : M a x . R s . 1 . 0 0 l a c


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III. SERVICES

SAFE CUSTODY SERVICES

B a nk o f I n di a o f fe r s s a f e d e po s i t L o ck e rs a n d s a f e c u s t o dy

s e r v i c e s t o i t s c u s t o m e r s t h r o u g h i t s l a r g e n u m b e r o f b r a n c h e s ,

a t a v e r y r e a s o n a b l e c h a r g e .

SAFE DEPOSIT VAULT

B a nk o f I n di a o f fe r s s a f e d e po s i t L o ck e rs a n d s a f e c u s t o dy

s e r v i c e s t o i t s c u s t o m e r s t h r o u g h i t s l a r g e n u m b e r o f b r a n c h e s ,

a t a v e r y r e a s o n a b l e c h a r g e .

STAR INSTA REMIT

A p r od u c t S t a r I n s t a R e mi t u s in g R T GS h a s b e en i n t r o du c ed

u n d e r w hi ch m on e y r em i t t e d t o d ay t o a n y o f t he o v e r 5 0 0 0

d e s ig n a t ed b r a n ch e s i n a b o u t 4 0 0 c i t ie s r e a c h t h e b e n e f i c i ar y

t h e s a m e d a y , w i t h i n h o u r s !

TARGETED CUSTOMERS FOR STAR INSTA REMIT

A l l c o r p o r a t e c u s t o m e r s

A l l s h a r e B r o k i n g f i r m s / a g en t s .

I n di v id ua ls w ho a pp ro ac h t h e b an k f or p ur ch as e o f

D e m a n d d r a f t s / P a y o r d e r s .


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IV. CARDS

INTERNATIONAL DEBIT CUM ATM CARDC us t o me r s c a n c o n v e n i en t l y a c c es s t he i r a c c o u n t s t h r ou g h

A TM s a s w el l a s p o i n t o f s a l es t e r mi na l s w i t h M er ch an t

e s t ab l i sh m e n ts a n y w he r e i n t h e w o r l d . F i r s t u s a g e o f t h e c a r d

h a s t o b e o n a n A T M o f B a n k o f I n d i a o r A T M s o f o t h e r b a n k s

p a r t i c i p a t i n g u n d e r C a s h T r e e / B A N C S n e t w o r k .

SALIENT FEATURES

C u s t o m e r s c a n w i t h d r a w c a s h u p t o R s . 1 5 , 0 0 0 / p e r d a y .

T r a n s f e r b a l a n c e s a m o n g t h e a c c o u n t s

D e p o s i t c a s h a n d c h e q u e s a t A T M s p r o v i d e d w i t h

d e p o s i t o r y f a c i l i t y

C h e c k b a l a n c e i n t h e i r a c c o u n t s

A m i n i s t a t e m e n t i s p r o v i d e d f o r l a s t f i v e t r a n s a c t i o n s

C u s t o m e r c a n r e g i s t e r t h e i r r e q u e s t f o r c h e q u e b o o k

C u s to m e rs c a n c h a n ge t h e i r P I N (P e r so n a l I d e n t i f i c a t i on

N u m b e r )

GOLD CARD

T h i s c a r d i s v a l i d i n I n d i a a n d N e p a l f o r B a n k o f I n d i a s e l i t e

c l i e n t e l e.


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T h is c a rd i s v a l i d i n f o r B a n k o f I n di a s c u s t o me r s w h o a r e

s e a s o n e d t r a v e l e r

ELIGIBILITY:

G r o s s a n n u a l i n c o m e o f R s . 1 . 5 0 l a c s a n d a b o v eFEE:

P R I N C I P A L C A R D R s . 1 5 0 0 p . a .

A D D O N C A R D - R s . 8 0 0 p . a .

STEPS IN RESEARCH PROCESS

R e s e a r c h i s d e f i n e d a s t h e h u m a n a c t i v i t y b a s e d o n i n t e l l e c t u a l

a p p l i c a t i o n i n t h e i n v e s t i g a t i o n o f m a t t e r .

I. IDENTIFYING AND FORMULATING THE RESEARCH PROBLEM

T hi s i s t he f i r s t s te p i n t he m ar ke t r es ea rc h p ro ce ss . T he

p ro b l em i de nt i f i e d f or t he f i r s t r es ea rc h i s t o s tu dy t he

c u s t o me r p e rc e pt i o n f o r d e l i v er i n g t h em b e s t s e rv i ce s . T h e

p u r p o s e o f f i r s t r e s e a r c h i s t o s t u d y t h e c u s t o m e r s v i e w s a b o u t

r e t a i l b a n k i n g p r o d u c t s o f f e r ed b y B a n k o f I n d i a . A c u s to m e r

s a t i s f a c t i o n s u rv e y r e ga r di n g r e ta i l c r ed i t i s c o nd u ct e d . T he

o b j e c t i v e u n d e r l y i n g t h e f i r s t r e s e a r c h i s p r o f i t m a x i m i z a t i o n o f

r e t a i l b a n k i n g o p e r a t i o n s o f B a n k o f I n d i a .

T h e p r o b l e m i d e n t i f i e d f o r t h e s e c o n d r e s e a r c h i s t o c o m p a r e

v i e w s o f c u s to m e rs w h o h a v e a v a i le d p e r s on a l l o a n , e d u c at i o n

l o a n , a u t o l o a n a n d h o m e l o a n o f f e re d b y B a n k o f I n d i a , S t a t e

B an k o f I nd i a , P un j a b N a t io n a l B a n k a nd I CI CI B a n k . T he

p u r p os e o f t h e s e c o n d r e s ea r c h i s t o s t u dy t h e c o m p a r i so n o f

B a n k o f I n d i a w i t h o t h e r b a n k s ( B a n k o f I n d i a , P u n j a b N a t i o n a l

B a n k a n d I C I C I B a n k ) a c c o r d i n g t o c u s t o m e r s p o i n t o f v i e w .

II. RESEARCH APPROACH


46/107

A f t er p r o b le m i s b e t t e r d e f in e d , a p p r o a ch i s d e v e l o p ed t o s e t

t h e i n f or m a t i o n n e e d s a n d r e s ea r c h o b j e c t i v es . I n f o rm a t io n i s

g a t h e r e d b o t h f r o m p r i m a r y a n d s e c o n d a r y s o u r c e s .

P r i m a r y T h at w h ic h i s c o l l e c t e d f r om t h e

s o u r c e d i r e c t l y a n d f o r a s p e c i f i c p u r p o s e .

S e c o n d a r y

I n t e r n a l c e r t a i n i n t e r n a l d a t a w a s a v a i l a b l e v i a B a n k o f

I n d i a b r o c h u r e s , c i r c u l a r s a n d w e b s i t e .

E x t e r n a l - i n t e r n e t d a t a b a s e .

III. RESEARCH DESIGN

A R e s e ar c h D e s i g n i s a f r a me w o r k o r b l u e pr i n t f o r c o n d u c t i ng

t h e r e se a rc h p r oj e ct . I t d e ta i ls t h e p r oc e du r e n e ce s sa r y f o r

o b t a i n i n g t h e r e q u i r e d i n f o r m a t i o n , a n d i t s p u r p o s e i s t o d e s i g n

a s t u d y , d e t e r m i n e p o s s i b l e a n s w e r s t o t h e r e s e a r c h q u e s t i o n s

a n d p r o v i d e t h e i n f o r m a t i o n n e e d e d f o r d e c i s i o n m a k i n g .

B as ed u po n a w el l - de f i ne d a pp ro ac h f ro m S te ps 1 & 2 , a

f ra me wo rk f or t he d es ig n i ng m ar ke t r es ea rc h p ro gr am i s

d e v e lo p e d . R e s ea r c h d e s i gn i n c lu d e s i n c o rp o r a t i n g k n o w le d g e

f r o m s e co n da r y i n fo r ma t io n a n al y s i s , q u al i t a t i v e r e s e ar c h ,

m et ho do lo gy s e l ec t i on , q ue s t io n m ea su r e me nt a nd s ca le

s e l ec t i on , q u e s t io n n a i re d es i g n , s am pl e d es i g n & s iz e a nd

d e t e r m i n i n g d a t a a n a l y s i s t o b e u s e d .

S E C O N D A R Y I N F O R M A T I O N A N A L Y S I S E x t r e m e C a r e

w a s t a k e n t o a v o id o v e r em p h a si s o n I n t er n e t d a t a a s m o s t

o f t h a t i s u n s u bs t a nt i a te d a n d t h e s o u r ce s a r e u n r e l i a bl e

w h i c h w e r e c h e c k e d a g a i n s t p r i m a r y d a t a f r o m

q u e s t i o n n a i r e s .


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P RI MA RY D A TA -c o l l e c t e d t h r o u g h t h e u s e o f

q u e s t i o n n ai r e s , Q u e s t i o n n ai r e h a s u s e d q u a l i t a t iv e ( o p e n-

e n d e d q u e s t i o n s ) a n d q u a n t i t a t i v e ( f o r c e d - c h o i c e

q u e s t io n s ) m ea s u r e s . S ur ve y i s c o n d u c t ed w h i ch i s a n

e f f i c i e n t m e a n s o f g a t h e r i n g l a r g e a m o u n t s o f d a t a . C r o s s -

s ec t i on a l s u r ve y s a r e u s e d t o g a t he r i n f o r ma t i on o n a

p o p u l a t i o n a t a s i n g l e p o i n t i n t i m e .

.

T H E Q U E S T I O N N A I R E D E S I G N P R O C E S S

T he i nf or ma t i on n ee de d i n q ue s t io nn a i re d es ig n i s

d e t e r m i n e d .

T h e s u r v e y m e t h o d o l o g y i s d e t e r m i n e d .

T h e i n d i v i d u al q u e s t io n s t o b e a s k e d a r e s p e c i f i e d .

T h e q u e s t i o n s t r u c t u r e , s c a l e , a n d w o r d i n g i s d e c i d e d .

T h e q u e s t i o n s a r e o r d e r e d w i t h i n t h e q u e s t i o n n a i r e .

T h e q u e s t i o n n a i r e i s p r e t e s t e d w i t h s m a l l s a m p l e .

C h a n g e s a r e m a d e b a s e d o n p r e t e s t a n d s u r v e y i s

e x e c u t e d .

O R DI N AL S C AL I NG Th e d a t a c o l l e c t e d i s a n a l y ze d w i t h

o r d in a l s c a l e w h e r e n u m b e rs a r e u s e d t o i n d i c a t e t h e r e l at i v e

p o s i t io n , b u t n o t i nd i c a t e t he m ag n i tu d e o f t he d i f fe r e n c e

b e t w e e n t h o s e p o s i t i o n s .

IV. MARKET RESEARCH DATA COLLECTION

M a r k et i n g r e s e ar c h d a t a c o l l e c t i o n ( s u r ve y f i e l d i n g) i s t h e

p o i n t a t w h i c h t h e f i n a l i z e d q u e s t i o n n a i r e ( s u r v e y i n s t r u m e n t )

i s u se d i n g a t he r i ng i n f o r ma t i o n a mo n g t he c h o s e n s am pl e

s e g me n t s . T h e d a t a c o l l e c t io n p r o c es s t o o k 3 0 p e r c e n t o f t h e

t im e n e e d e d t o c o m pl e t e t he p r o j e c t . M ar k e t r e s ea r c h d a t a

c o l l e c t i o n m e t h o d s :


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P E R S ON A L I N T E RV I E W I NG F or t he f i r s t r es ea rc h

p e r s o n a l i n t e r v i e w s i s c o n d u c t e d .

P E R S ON A L A N D T E L E PH O N E I N T E RV I E W I NG F or

t h e s e c o n d r e s e a r c h b o t h p e r s o n a l a n d t e l e p h o n e

i n t e r v i e w i n g i s c o n d u c t e d

V. SAMPLING PROCESS AND SAMPLE SIZE

A s a m p l e s i z e o f 7 5 r e s p o n d e n t s w a s f i n a l i z e d f o r t h e c u s t o m e r

s a t i s f a c t i o n s u rv e y o f B a nk o f I n di a c u s t o me r s a n d a s a mp l e

s i z e o f 5 0 w a s f i n a l i z e d f o r t h e c o m p ar a t iv e a n a l ys i s o f h o m e

l o a n s , p e r s o n a l l o a n s , e d u c a t i o n l o a n s a n d a u t o l o a n s o f f e r s b y

B a nk o f I n di a a n d o t h e r B a n k s ( S t a te B a nk o f I n di a , P u n j ab

N a t i o n a l B a n k a n d I C I C I B a n k .

SAMPLING FOR THE FIRST RESEARCH

S A M P L I N G U N I V E R S E

T h e u n i v e r s e o f t h i s r e s e a r c h s t u d y c a n b e d i v i d e d a s T h e

b o r r o w e r s w h o h a v e a v a i l e d r e t a i l l o a n f r o m B a n k o f I n d i a

S A M P L I N G U N I T

A l l t h e B a n k o f I n d i a b r a n c h e s i n J a m s h e d p u r .

S A M P L E S I Z E - 7 5

S A M P L I N G P L A N

R a nd o mi z ed s a mp l in g t e ch n iq u e w a s c h os e n t o c o l l e c t t h e

p r i m a r y d a t a f r o m t h e b o r r o w e r s t o u n d e r s t a n d t h e p e r c e p t i o n a l

v i e w s r e g a r d i n g t h e r e t a i l c r e d i t p r o v i d e d b y B a n k o f I n d i a .

SAMPLING FOR THE SECOND RESEARCH

S A M P L I N G U N I V E R S E


49/107

T h e u n i v e r s e o f t h is r e se a rc h s t ud y c a n b e d i v i d ed a s Th e

b or ro we rs w ho h av e a va i l ed h om e l oa n , p e r so na l l oa ns ,

e d u c at i o n l o a n s a n d a u t o l o a n s f r o m B a n k o f I n d ia , S t a t e B a n k

o f I n d i a , P u n j a b N a t i o n a l B a n k a n d I C I C I B a n k .

S A M P L I N G U N I T

A l l t h e B a nk o f I n di a , S t a t e B a nk o f I n d i a , P u nj a b N a t i on a l

B a n k a n d I C I C I B a n k b r a n c h e s i n J a m s h e d p u r

S A MP LE S I ZE - 50

S A M P L N G P L A N

R a nd o mi z ed s a mp l in g t e ch n iq u e w a s c h os e n t o c o l l e c t t h e

p r i m a r y d a t a f r o m t h e b o r r o w e r s t o u n d e r s t a n d t h e p e r c e p t i o n a l

v i ew s r e ga r di n g t h e r e ta i l c r ed i t p r ov i de d b y B a nk o f I n di a ,

S t a t e B a n k o f I n d i a , P u n j a b N a t i o n a l B a n k a n d I C I C I B a n k .

VI. SURVEY DATA ANALYSIS

D a t a w a s a n a l y z e d w i t h t h e h e l p o f s p s s s o f t w a r e

VII. LIMITATIONS OF SAMPLING

S M A LL S A M PL E S I Z E: M y s am pl e s iz e i s m uc h

s m a l l f o r s u c h s t u d y , a n d i t m a y b e p o s s i b l e t h a t i t

d o e s n o t s h o w t h e t r u e p i c t u r e o f t h e w h o l e

p o p u l a t i o n .

S M A LL A R E A : I h a v e t a k e n t h e s a m p l e f r o m

J a m sh e d p u r o n l y , s o I h a v e c o v e re d a s m a l l a r e a o f

t h e t a r g e t p o p u l a t i o n .


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T I M E C O N S T R A I N T : D u e t o t i m e c o n s t r a i n t a b i g g e r

s a m p l e w a s n o t a c h i e v e d .

RESEARCH FINDINGS OF FIRST RESEARCH

1) H O W L O NG Y O U H A V E B EE N A C U S T OM E R O F B AN K

O F I N D I A ?

HOWLONGYOUHAVE BEENACUSTOMEROF BANKOF INDIA?

ABOVE20 YEARS10 - 20 YEARS5 - 10 YEARS1 - 5 YEARSLESSTHAN1 YEAR

Frequency

25

20

15

10

5

0

HOWLONGYOUHAVE BEENA CUSTOMEROF BANKOF INDIA?


51/107

I N T E R P R E T A T I O N : A s p e r t h e f r e q u e n cy s t a t i s t i c s , o u t o f 7 5

r e s po n d e n ts 2 . 7 % h a v e b e e n B a n k o f I n d i a c u s to m e rs f o r l e s s

t h a n 1 y e a r , 3 2 % h a v e b e e n B a n k o f I n d ia c u s t o m er s f o r 1 5

y e a r s , 2 0 % h a v e b e e n h a v e b e e n B a n k o f I n d i a c u s t o me r s f o r 5

1 0 y e a r s , 2 8 % f o r 1 0 2 0 y e a r s a n d 1 7 . 3 % h a v e b e e n B a n k o f

I n d i a c u s t o m e r s f o r a b o v e 2 0 y e a r s .

2 ) D O Y O U H A V E A N Y D E P O S I T A C C O U N T W I T H B A N K O F

I N D I A ?

Frequency Percent Valid PercentCumulative

Percent

Valid YES 71 94.7 94.7 94.7

NO 4 5.3 5.3 100.0

Total 75 100.0 100.0

W HI C H T YP E O F D EP OS IT A CC OU NT W IT H B AN K O F

I N D I A ?


52/107

WHICHTYPEOF DEPOSIT ACCOUNT WITHBANKOFINDIA?

543210

Frequency

60

40

20

0

Histogram

Mean=1.23

Std. Dev. =0.721

N=71

I N T E R P R E T A T I O N : A s p e r t h e f r e q u e n c y s t a t i s t i c s o u t t h e 7 5

r e s po n d e n ts , 9 4 . 7 % h a v e d e p o s i t a c c o u n t w i t h B a n k o f I n d i a .

A c c o r d i n g t o t h e h i s t o g r a m 6 3 r e s p o n d e n t s h a v e s a v i n g s b a n k , 4r e s po n d e n ts h a v e c u r r e n t d e p o s i t a n d 4 r e s po n d e n ts h a v e b o t h

s a v i n g s b a n k a n d c u r r e n t d e p o s i t a n d t h e r e s t 4 r e s p o n d e n t s h a d

n o d e p o s i t a c c o u n t w i t h B a n k o f I n d i a .

3 ) W H I C H T Y P E O F R E T A I L S E R V I C E H A V E Y O U A V A I L E D

F R O M B A N K O F I N D I A ?


53/107

WHICHTYPEOF RETAIL SERVICEHAVE YOUAVAILEDFROMBANKOFINDIA?

INTERNET BANKINGANDREMITTANCES

NOT APPLICABLEREMITTANCESSAFECUSTODYSERVICES

SAFEDEPOSITVAULT

Frequency

60

40

20

0

WHICHTYPE OF RETAIL SERVICE HAVE YOUAVAILEDFROMBANKOFINDIA?

INTERPRETATION: A s p e r t h e s t a t i s t i c s o u t o f 7 5 r e s p o n d e nt s , 4

h a ve a v a i l e d t h e s a fe d e po s i t s e rv i ce s ,1 h a ve a v ai l e d o f s a fe

c u s t o d y s e r v i c e s , 1 h a v e a v a i l e d r e m i t t a n c e s a n d 1 h a v e a v a i l e d

b ot h i n te rn et b an ki n g a nd r e mi t t a nc es a nd t h e r e s t 6 8

r e s po n d e n ts h a v e n o t a v a i l e d a n y r e t a i l s e r v ic e f r o m B a n k o f

I n d i a .

4) W H I C H T Y P E O F C A R D F A C I L I T Y H A V E Y O U A V A I L E D



Percent

Valid DEBIT CARD 18 24.0 24.0 24.0

NOT APPLICABLE 56 74.7 74.7 98.7

DEBIT CARD ANDINDIA CARD 1 1.3 1.3 100.0

Total 75 100.0 100.0


54/107

IN T E R P R E T A T IO N : A s p e r t h e s t a t i s t i c s , o u t o f 7 5 r e s p o n d e n t s

1 8 h a v e u s e d t h e d e b i t c a r d f a c i l i ty , 1 h a v e u s e d t h e d e b i t c a r d

a n d I n di a c a rd f a ci l i t y a n d t h e r e s t 5 6 r e sp o nd e n t s h a ve n o t

a v a i l e d a n y c a r d f a c i l i t y f r o m B a n k o f I n d i a .

5) W H IC H T Y PE O F R E TA I L L O AN H A VE Y O U A V AI L ED


STARHOME LOANANDSTARPERSONAL LOAN

STARHOME LOAN,STARPERSONAL LOAN,STARHOLIDAY LOANANDSTARMORTGAGELOAN

STARHOME LOAN,STARPERSONAL LOANANDSTARMORTGAGELOAN

STAREDUCATIONLOANANDSTARMORGAGELOAN.

STARAUTOFINLOAN

STARPERSONAL LOAN

STAREDUCATIONLOAN

STARHOME LOAN

WHICHTYPE OF RETAIL LOAN HAVE YOUAVAILED FROMBANKOF INDIA?

I N T E R P R E T A T I O N : A s p e r t h e s t a t i s t i c s o u t o f 7 5 r e s p o n d e n t s

7 h a v e a v a i l e d S t a r h o m e l o a n , 9 h a v e S t a r e d u c a t i o n l o a n , 4 2

h a ve a v ai l ed S t a r p e rs o na l l o an , 12 h a ve a v a i l e d S t a r a u to f in

l oa n , 2 h a v e a v a i l ed b o t h S t a r h o m e l oa n a n d S ta r p e r s o n a l

l o an , 1 h a ve a v a i l e d S t ar e d uc a t i o n l o an a n d S t a r m o r t g ag e

l o a n , 1 h a v e a v a i l e d S t a r h o m e l o a n , S t a r p e r s o n a l l o a n a n d S t a r

m o r t g a g e l o a n a n d 1 h a v e a v a i l e d S t a r h o m e l o a n , S t a r p e r s o n a l


55/107

l o a n , S t a r h o l i d a y l o a n a n d S t a r m o r t g a g e l o a n . M a j o r i t y o f t h e

r e s p o n d e n t s h a v e a v a i l e d S t a r p e r s o n a l l o a n .

6 ) W H AT I S T H E A M O U N T O F L O A N Y O U H A V E A V A I LE DF R O M B A N K O F I N D I A ?


Percent

Valid BELOW 50,000 20 26.7 26.7 26.7

50,000 - 5 LACS 48 64.0 64.0 90.7

5 LACS 10 LACS 5 6.7 6.7 97.3

10 LACS - 30 LACS 2 2.7 2.7 100.0

Total 75 100.0 100.0

I N T E R P R E T A T I O N : A s p e r t h e s t a t i s t i c s o u t o f 7 5

r e sp o nd e n t s , 2 0 h a ve a v ai l e d l o an b e lo w R s 5 0 ,0 0 0 , 4 8 h a ve

a v a i l e d l o a n b e t w e en R s 5 0 , 0 0 0 5 l a c s , 5 h a v e a v a i l e d l o a n

b e t w ee n 5 l a c s t o 1 0 l a c s a n d 2 h a v e a v a i l ed l o a n b e t w e en 1 0

l ac s t o 3 0 l ac s . Th e r e a r e n o r e s po n d e n t s w h o a v a i l ed l oa n

a b o v e 3 0 l a c s .


56/107

7) T O W H A T E X T E N T D O Y O U A G R E E O R D I S A G R E E W I T H

T H E F O L L O W I N G S T A T E M E N T S ?

BANKOFINDIAOFFERSSMOOTHANDQUICKSERVICEFORDISBURSEMENTOFLOANS

STRONGLYDISAGREE

DISAGREENEUTRALAGREESTRONGLYAGREE

Frequency

50

40

30

20

10

0

BANKOFINDIAOFFERSSMOOTHANDQUICKSERVICEFORDISBURSEMENTOFLOANS

I N T E R P R E T A T I O N : A s p e r t h e b a r c h a r t d e p i c t e d a b o v e o u t o f

t h e 7 5 r e sp o nd e n t s 5 0 s t ro n g l y a g re e , 1 6 a g re e , 2 n e u t r a l ,3

d i s ag r e e a nd 4 s t r o n g l y d i s ag r e e t ha t B an k o f I n d i a o f f e r s

s m o o t h a n d q u i c k s e r v i c e f o r d i s b u r s e m e n t o f l o a n s .


57/107

Bars show Modes

STRONGLY AGREE

AGREE

NEUTRAL

DISAGREE

STRONGLY DISAGREE

BANK

OFIND

IAO

FFERS

AFFORDABLE

RATE

OF

INTEREST


Percent

Valid STRONGLY AGREE 27 36.0 36.0 36.0AGREE 30 40.0 40.0 76.0

NEUTRAL 5 6.7 6.7 82.7

DISAGREE 8 10.7 10.7 93.3

STRONGLYDISAGREE

5 6.7 6.7 100.0

Total 75 100.0 100.0

I N T E R P R E T A T I O N : A B a r c h a r t a c c o r d i n g t o m o d e s i s

d ep ic te d a bo ve . A s p e r t he f r e qu en cy s ta t i s t i c s o u t o f 7 5

r e s p o n d e n t s 2 7 s t r o n g l y a g r e e , 3 0 a g r e e , 5 a r e n e u t r a l , 8 d i s a g r e e

a n d 5 s t ro n g l y d i sa g re e t h a t B a nk o f I n di a o f fe r s a f fo r da b le

r a t e s o f i n t e r e s t .


58/107

FLEXIBILITY IN THE REPAYMENT SCHEDULE OFFERED BY BANK OF INDIA

STRONGLY

DISAGREE

DISAGREENEUTRALAGREESTRONGLY AGREE

Frequency

40

30

20

10

0

FLEXIBILITY IN THE REPAYMENT SCHEDULE OFFERED BY BANK OF INDIA

I N T E R P R E T A T I O N : A B a r c h a r t s h o w i n g t h e r e s p o n d e n t s v i e w s

a b ou t t h e r e pa y me n t s c he d u l e i s d e pi c te d a b ov e . A s p e r t h e

s t a t i s t ic s o u t o f 7 5 r e s p o n d e n t s , 2 5 s t r o n g l y a g r e e , 3 8 a g r e e , 3

a re n eu t r a l , 3 d i s ag re e a nd 1 s t r on g l y d i s ag re e a bo u t t he

f l e x i b i l i ty i n t h e r e p a y m e n t s c h e d u l e o f f e r e d b y B a n k o f I n d i a .


59/107

THEPROCESSINGCHARGESOFBANKOFINDIAISRESONABLE

6543210

Frequ

ency

30

20

10

0

Histogram

Mean=2.15

Std. Dev. =1.216

N=75

I N T E R P R E T A T I O N : A h i s t o gr a m i s d e p i c te d a b ov e s h ow i ng

t h e r e s p o n d en t s v i e w s a b o u t t h e p r o c e s s i n g c h a r g e s o f B a n k o f

I nd ia . A s p e r t he s ta t i s t ic s , o u t o f t he 7 5 r es po nd en ts 2 8

s t r on g l y a g r ee , 2 5 a gr ee ,1 0 a re n eu t r a l ,7 d i s ag re e a nd 5

s t ro n g l y d i s a g re e t h a t t h e p r o c es s i ng c h a r ge s o f B a n k o f I n d ia

r e g a r d i n g l o a n s i s r e a s o n a b l e .

T H E R E TA I L P R OD U CT O F FE R IN G S C A TE R S T H E N E ED

O F C U S T O M E R S


Percent

Valid STRONGLY AGREE 25 33.3 33.3 33.3

AGREE 20 26.7 26.7 60.0

NEUTRAL 27 36.0 36.0 96.0

DISAGREE 3 4.0 4.0 100.0

Total 75 100.0 100.0

I N T E R P R E T A T I O N : A t a bl e o n f r e q ue n c i es i s d e pi c te d a b ov e

s ho wi ng t he r es po nd en ts v ie ws a bo u t t he r e t a i l p ro du c t s

o f f er i n gs a t B a n k o f I n d i a( d e p os i t s , l o a n s , s e r v i c e s a n d c a r d

f ac i l i t y) .A s p e r t he s ta t i s t ic s , o u t o f 7 5 r es po nd en ts , 25

s t r o ng l y a g re e , 2 0 a g re e ,2 7 a r e n e u t r a l , 3 d i sa g re e t h a t t h e

r e ta i l p r o d uc t s o f fe r in g s a t B a nk o f I n di a c a te r s t h e n e ed o f

c u s t o m e r s .


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F U L L D I S C L O S U R E A B O U T T H E H I D D E N C H A R G E S


Percent

Valid STRONGLY AGREE 46 61.3 61.3 61.3

AGREE 12 16.0 16.0 77.3

NEUTRAL 10 13.3 13.3 90.7

DISAGREE 6 8.0 8.0 98.7

STRONGLY DISAGREE 1 1.3 1.3 100.0

Total 75 100.0 100.0

I N T E R P R E T A T I O N : A t a b l e o n f r e q u e n c ie s i s d e p i c t e d a b o v e

s ho w i ng t h e r es po n d e n t s v i e ws a b o u t t he f u l l d i s c l os u r e o f

h i d d e n c h a r g e s i n B a n k o f I n d i a . A s p e r t h e s t a t i s t i c s o u t o f 7 5

r es po n d e n t s 4 6 s t r on g l y a g r ee , 1 2 a g r ee , 1 0 a r e n e u t r a l , 6

d i sa g re e a n d 1 s t ro n g l y d i sa g re e a b ou t t h e f u l l d i sc l os u re o f

h i d d e n c h a r g e s i n B a n k o f I n d i a .

8 ) R A T E T H E F O L L O W I N G F A C T O R S O N A S C A L E O F 5 ?

CONVENIENTLOCATIONOFBANKOFINDIA

SATISFACTORYGOODVERYGOODEXCELLENT

Frequency

40

30

20

10

0

CONVENIENTLOCATIONOFBANKOFINDIA

I N T E R P R E T A T I O N : A B a r c h a r t i s d e p i c t e d a b o v e s h o w i n g t h e

r e sp o nd e n t s v i ew s a b ou t t h e c o nv e n i en t l o ca t i o n o f B a nk o f

I n d i a . A s p e r t h e s t a t i s t i c s o u t o f 7 5 r e s p o n d e n t s , 3 8

r e sp o nd e n t s , 1 6 r e sp o nd e n t s , 1 3 r e sp o nd e n t s , 8 r e sp o nd e n t s


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s u g g e s t e d t h e c o n v e n i e n t l o c a t i o n o f B a n k o f I n d i a b r a n c h e s a s

e x c e l l e n t , v e r y g o o d , g o o d a n d s a t i s f a c t o r y r e s p e c t i v e ly .

SATISFACTORY

GOOD

VERYGOOD

EXCELLENT

CO-OPERATIONOF BANKOF INDIAEMPLOYEES

Frequency Percent Valid Percent

Cumulative

PercentValid EXCELLENT 27 36.0 36.0 36.0

VERY GOOD 25 33.3 33.3 69.3

GOOD 18 24.0 24.0 93.3

SATISFACTORY 5 6.7 6.7 100.0

Total 75 100.0 100.0

I N T E R P R E T A T I O N : A P i e c h a r t a n d f r e q u e n c y t a b l e i s

d e p i c t e d a b ov e s h ow i n g t h e r e sp o nd e nt s v i ew s a b ou t t h e c o -

o p e r a t i o n o f B a n k o f I n d i a e m p l o y e e s . A s p e r t h e s t a t i s t i c s o u t

o f 7 5 r e s p o n d e n t s , 2 7 r e s p o n d e n t s , 2 5 r e s p o n d e n t s , 1 8

r e s po n d e n ts , 5 r e s p o nd e n t s s u g g es t e d t h e c o - o pe r a t i o n o f B a n k

o f I n d i a c u s t o m e r s a s e x c e l l e n t , v e r y g o o d , g o o d a n d

s a t i s f a c to r y r e s p e c t i v e l y .


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B R A N D I M A G E O F B A N K O F I N D I A I N T H E M A R K E T

BRAND IMAGE OF BANK OF INDIA IN THE MARKET

543210

Freque

ncy

30

20

10

0

Histogram

Mean =2.04

Std. Dev. =0.936

N =75


Percent

Valid EXCELLENT 28 37.3 37.3 37.3

VERY GOOD 19 25.3 25.3 62.7

GOOD 25 33.3 33.3 96.0


Total 75 100.0 100.0

I N T E R P R E T A T I O N : A h i s t o g r a m a n d f r e q u e n c y t a b l e a r e

d e p i ct e d a b o v e s h o w in g t h e r e s p o n d en t s v i e w a b o u t t h e b r a n d

i m a ge o f B a n k o f I n d i a i n t h e m a r k et . A s p e r t h e s t a t i s t i c s o u t

o f 7 5 r e s p o n d e n t s , 2 8 r e s p o n d e n t s , 1 9 r e s p o n d e n t s , 2 5

r e p o n d e n t s , 3 r e s p o n d e n t s s u g g e s t e d t h e b r a n d i m a g e o f B a n k o f

I n di a i n t h e m ar ke t a s e x ce l l e nt , v er y g oo d , go od a nd


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s a t i s f a c to r y r e s p e c t i v e l y . M o s t o f t h e r e s p o n d e n t s s u g g e s t e d t h e

b r a n d i m a g e o f B a n k o f I n d i a a s e x c e l l e n t .

T H E R A N G E O F W I D E R E T A I L P R O D U C T S O F F E R I N G S A T

B A N K O F I N D I A

THERANGEOF WIDERETAIL PRODUCT OFFERINGSAT BANKOF INDIA

POORSATISFACTORYGOODVERYGOODEXCELLENT

F

requency

30

20

10

0

THERANGEOF WIDERETAIL PRODUCT OFFERINGS AT BANKOFINDIA


Percent

Valid EXCELLENT 14 18.7 18.7 18.7VERY GOOD 24 32.0 32.0 50.7

GOOD 26 34.7 34.7 85.3


POOR 1 1.3 1.3 100.0

Total 75 100.0 100.0

I N T E R P R E T A T I O N : A B a r c h a r a n d f r e q u e n c y t a b l e a r e

d e p i c t e d a b o v e s h o w i n g t h e r e s p o n d e n t s v i e w a b o u t t h e r a n g e o f

r e t a i l p r o d u c t s o f f e r i n g s ( d e p o s i t s , l o a n s , s e r v i c e s a n d

C a r d f a c i l i t y ) . A s p e r t h e s t a t i s t i c s o u t o f 7 5 r e s p on d e n ts , 1 4

r e s po n d e n ts , 2 4 r e s po n d e n ts , 2 6 r e s po n d e n ts , 1 0 r e s p on d e n ts , 1

r e s p o n d e n t s s u g g e s t e d t h e r a n g e o f r e t a i l p r o d u c t s o f f e r i n g s a t

B a n k o f I n d ia a s e x c e l l e nt , v e r y g o o d , g o o d , s a t is f a c t o r y a n d

p o o r r e s p e c t i v e l y .


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T H E A V A I L A B I L T Y O F M O D E R N B A N K I N G F A C I L I T I E S I N

B A N K O F I N D I A

POOR

SATISFACTORY

GOOD

VERYGOOD

EXCELLENT

THEAVAILABILITYOFMODERNBANKINGFACILIITESINBANKOFINDIA


Percent

Valid EXCELLENT 16 21.3 21.3 21.3

VERY GOOD 24 32.0 32.0 53.3

GOOD 20 26.7 26.7 80.0


POOR 4 5.3 5.3 100.0

Total 75 100.0 100.0

I N T E R P R E T A T I O N : A P i e c ha r t a nd f r eq ue nc y t a b le a re

d ep ic te d a bo ve s ho wi ng t he r es po nd en ts v ie ws a bo u t t he

a v a i l a b i l i t y o f m o d e rn b a n k in g f a c i l i t ie s i n B a n k o f I n d i a . A s

p e r t h e s t a t is t ic s o u t o f 7 5 r e sp o nd e n t s , 1 6 r e sp o nd e n t s , 2 4

r es po n d e n t s ,2 0 r e s po n d e n t s ,1 1 r e s po n d e n t s ,4 r e s p o n d en t s

s u g g e s t e d t h e a v a i l a b i l i t y o f m o d e r n b a n k i n g f a c i l i t i e s i n B a n k

o f I n d i a a s e x c e l l e n t , v e r y g o o d , g o o d , s a t i s f a c to r y a n d p o o r

r e s p e c t i v e l y .

9 ) A R E Y O U S A T I S F I E D W I T H T H E S E R V I C E O F B A N K O F

I N D I A A N D W O U L D Y O U A G A I N S E L E C T B A N K O F I N D I A

F O R A N O T H E R R E T A I L L O A N ?


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Percent

Valid YES 69 92.0 92.0 92.0

NO 6 8.0 8.0 100.0

Total 75 100.0 100.0

I N T E R P R E T A T I O N : A f re qu en cy t ab le i s d ep ic te d a bo ve

s h o w i n g t h e c u s t o m e r s a t i s f a c t i o n f i g u r e s . A s p e r t h e s t a t i s t i c s

o u t o f 7 5 r e s p o n d e n t s , 6 9 a r e s a t i s f i e d w i t h s e r v i c e o f B a n k o f

I n d ia a n d w o u l d a g a i n s e l ec t B a n k o f I n d i a f o r a n o t he r r e t a i l

l o an a n d r e s t 6 r e sp o nd e nt s a r e n o t s a t i s f i e d w i t h s e rv i ce o f

B a n k o f I n d i a a n d w o u l d n o t s e l ec t B a n k o f I n d ia f o r a n o t he r

r e t a i l l o a n . M o s t o f t h e r e s po n d e n ts i . e .9 2 % a r e s a t i s f i e d w i t h

t h e s e r v i c e o f B a nk o f I n d i a a n d w o u l d a g a i n s e l e c t B a nk o f

I n d i a f o r a n o t h e r r e t a i l l o a n .

HOW LONG YOU HAVE BEEN A CUSTOMER OF BANK OF INDIA? * ARE YOU SATISFIED WITH THE

SERVICE OF BANK OF INDIA AND WOULD YOU AGAIN SELECT BANK OF INDIA FOR ANOTHER

RETAIL LOAN?


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ARE YOU SATISFIEDWITH THE SERVICEOF BANK OF INDIAAND WOULD YOU

AGAIN SELECT BANKOF INDIA FOR

ANOTHER RETAIL

LOAN? Total

YES NO YES

HOW LONG YOUHAVE BEEN ACUSTOMER OFBANK OF INDIA?

LESS THAN 1 YEAR 1 1 2

1 - 5 YEARS 23 1 24

5 - 10 YEARS 14 1 15

10 - 20 YEARS 20 1 21

ABOVE 20 YEARS 11 2 13

Total 69 6 75

INTERPRETATION: A c r o ss t a b u la t i on i s d e p i c t e d a b o v e s h o w in g

t h e r e l a t i on b e t w ee n t i m e f o r w h i c h t h e r e s po n d e n ts h a v e b e e n

B a nk o f I n di a c u s t o me r s a n d t h e i r s a t i s f a c t i o n w i th B a nk o f

I n d i a s e r v i c e s . A c c o r d i n g t o t h e t a b l e d e p i c t e d a b o v e o u t o f 1 1

r e s po n d e n ts w h o h a v e b e e n B a n k o f I n d i a c u s to m e rs f o r a b o v e

2 0 y e a r s 2 a r e n o t s a t i s f ie d w i t h t h e s e r v i c e o f B a n k o f I n d i a .

A s t h e f i g u re s 9 2 % o f t h e r e sp o nd e n t s a r e s a t i s

retail banking project boi

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