PREFACE
Retail Banking has always been an integral part of the Banking activities the world over, but it is only in the recent past that it has gathered special momentum. Though internationally this revolution started in 80’s with the advent of credit cards followed by other products of retail financial services, yet, as far as India is concerned, the year 1995 marks the starting point of Retail Banking Revolution with Foreign Banks and new generation Private Banks taking the lead. Till 90’s only foreign Banks were the main players in Retail Banking activities.
EXECUTIVE SUMMARY
The report “Analyzing the Gap between Management Perception and Customer Perception With Respect To the Services Offered In Retail Banking” aims to assimilate data about the various aspects of Retail banking services, to analyze the perceptions of the management and the customers regarding the services offered in Retail banking and to find out whether any gaps do exist between the services offered and the customer expectations. We have taken 6 Banks which represent the Nationalized, Private and Multinational Banks of the Banking Industry in India-
=> SBI
=> Corporation Bank
=> HDFC Bank
=> ICICI Bank
=> Citibank
=> Standard Chartered Bank
The criteria for selecting these banks were their deposit base. We have limited our Service Category to the core services in Retail Banking and a few specialized services.
The report is a mixture of Secondary and Primary data, with Questionnaires being our major instrument to collect primary data.
Major topics we have attempted to cover in this project are to:
=> Explore the services and products offered by the banks to individual customers.
=> Understand the perception of the management with respect to services offered by banks.
=> Understand the perception of the customers with respect to services offered by banks.
=> Analyze whether there is a gap between the customer and management perceptions about the services offered by the banks.
=> Conclude and enumerate the recommendations that might help to reduce the gaps that exist and foster the relationship of the customer more with the bank.
The new game requires new strategies with an accent on innovation for organizational transformation and to achieve world-class competitiveness through improved efficiency and reduced operational cost.
An organization-centric agenda, policy, program accelerating interventions need to strengthen core competencies of Indian banks; while exploring seeding options for future growth.
Thrust on innovation is important particularly in the present context of consolidation and convergence both within and across segments of the financial system.
Download Full Project Report
Retail Banking has always been an integral part of the Banking activities the world over, but it is only in the recent past that it has gathered special momentum. Though internationally this revolution started in 80’s with the advent of credit cards followed by other products of retail financial services, yet, as far as India is concerned, the year 1995 marks the starting point of Retail Banking Revolution with Foreign Banks and new generation Private Banks taking the lead. Till 90’s only foreign Banks were the main players in Retail Banking activities.
EXECUTIVE SUMMARY
The report “Analyzing the Gap between Management Perception and Customer Perception With Respect To the Services Offered In Retail Banking” aims to assimilate data about the various aspects of Retail banking services, to analyze the perceptions of the management and the customers regarding the services offered in Retail banking and to find out whether any gaps do exist between the services offered and the customer expectations. We have taken 6 Banks which represent the Nationalized, Private and Multinational Banks of the Banking Industry in India-
=> SBI
=> Corporation Bank
=> HDFC Bank
=> ICICI Bank
=> Citibank
=> Standard Chartered Bank
The criteria for selecting these banks were their deposit base. We have limited our Service Category to the core services in Retail Banking and a few specialized services.
The report is a mixture of Secondary and Primary data, with Questionnaires being our major instrument to collect primary data.
Major topics we have attempted to cover in this project are to:
=> Explore the services and products offered by the banks to individual customers.
=> Understand the perception of the management with respect to services offered by banks.
=> Understand the perception of the customers with respect to services offered by banks.
=> Analyze whether there is a gap between the customer and management perceptions about the services offered by the banks.
=> Conclude and enumerate the recommendations that might help to reduce the gaps that exist and foster the relationship of the customer more with the bank.
The new game requires new strategies with an accent on innovation for organizational transformation and to achieve world-class competitiveness through improved efficiency and reduced operational cost.
An organization-centric agenda, policy, program accelerating interventions need to strengthen core competencies of Indian banks; while exploring seeding options for future growth.
Thrust on innovation is important particularly in the present context of consolidation and convergence both within and across segments of the financial system.
Download Full Project Report
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