Appendix- I BIBLIOGRAPHY Books. - Information and …shodhganga.inflibnet.ac.in/bitstream/10603/7058/18/18...Appendix- I BIBLIOGRAPHY Books. Agarwas, H.S. Simple Indian Economics,

Appendix- I BIBLIOGRAPHY

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• Singh, Dalbir. “Indian Banking: Emerging Scenario”, IBA Bulletin Vol. XXIV No.3 (Mar

2002): 4-6.

• Sodhi,P.S. “ Retail Banking in the New Flavour”, IBA Bulletin, Vol XXVI No.12

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• Sudhakar, V.K. “Managing NPA Menance in Banks: Using Computers and

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• Sul, Wonsik. “Do Universal Banks in Major European Countries Have Better

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• Talwar, S.P. “Core Principles for Effective Banking Supervision”, RBI Bulletin, Vol. LIII

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• Tiruttani, Munivelu. “Transparency and Disclosure in the Bank Balance Sheet”, IBA

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• Urjit, R. Patel. “Emerging Reforms in Indian Banking International Perspectives”,

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• Vaishnaw, B.L. “Marketing of Banking Services and Relationship Banking”, Southern

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• Velayudham, T.K. “Banking for Corporates New Directions”, Bank Quest, 19-21. Vol 74

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Reports:

• Annual Reports of the RBI (various issues) Mumbai.

• State Level Banker’s Committee Report, Kerala, (various issues) Canara Bank,

Trivandrum.

• Annual Reports of the Federal Bank Ltd. (various issues) Aluva.

• Annual Reports of the Catholic Syrian Bank. (various issues) Trichur.

• Annual Reports of the SBT (various issues) Trivandrum.

• Annual Reports of the Indian Overseas Bank (various issues) Chennai.

• Annual Reports of the Union Bank of India (various issues) Mumbai.

• Annual Reports of the State Co-operative Bank (various issues) Trivandrum.

• Annual Reports of the Central Co-operative Banks (various issues) of

Trivandrum, Ernakulam and Kozhikode.

• Annual Reports of all individual Banks (various issues) under study.

• Banking Statistics – Basic Statistical Returns –(various issues) RBI, Mumbai.

• Statistical Tables Relating to Banks in India (various issues) RBI, Mumbai.

• Report on Trend and Progress of Banking in India (various issues) RBI, Mumbai.

• Basel Committee on Banking Supervision: Consultative Document. RBI,

Mumbai, Jan.2001.

• Narasimham Committee Report on Banking Sector Reforms, RBI, Mumbai,

1988.

• Report of the Committee to Review the Working of the Financial System

(Narasimham Committee Report) RBI, Mumbai, 1991.

Web Sites.

• www.rbi.org.in

• www.iob.in

• www.sbtr.com

• www.unionbankofindia.com

• www.federalbank.com

• www.southindianbank.com

• www.canarabank.com

Appendix – II. Interview Schedule.

(Please tick the appropriate box)

Socio Economic Status

1. a) Name ………………………………………………………

b) Address ………………………………………………………

c) Age …………………………………………………….

d) Occupation …………………………………………………….

e) Educational Qualifications…………………………………………………….

2. Do you have an account with a Commercial Bank / Co-Operative Bank?

Yes □ No □

3. How long you have been associated with this bank?

1. Less than 1 year □

2. 1-5 years □

3. 5 -10 years □

4. More than 10 years □

4. Reason for continued patronage given to this particular bank by you?

Nearness to office/residence □ Courteous service at the counter □

Efficiency □ Got accustomed to it □

5. Are the present working time of the bank suitable to you?

Yes □ No □

6. Is the space available at the bank for customers sufficient for transactions with

reasonable comfort?

Superior □ Good □ Average□ Poor □

1. Rate the following facilities available in the bank?

a) Elegant furniture for seating and writing

Superior □ Good □ Average □ Poor □

b) Fan and drinking water


c) Well designed counter


d) Parking space


1. Give your opinion about the attitude of the staff towards?

a) Cleanliness and upkeep of branch premises


Staff behaviors with customer


b) Prompt service by staff at counters


2. Give your opinion about customer guidance available in the bank?

a) Display boards at counters including type of transactions


b) Personal guidance of staff if needed


c) Manager available easily and accessible to redress grievances if any and to solve

Problems


d) Availability of leaflets/pamphlets on schemes/services to customers


e) Communication to customers relating to change in interest rates/ services charges

/Interest on loans etc.


12. Do you get prompt attention and efficient service across the counter?

Yes □ No □

15. Is there any transparency in banker-customer relationship? Yes □ No □

18. Is the bank computerized? Yes □ No □

19. If yes, are you getting quick and better service? Yes □ No □

23. How long does it usually take?

a) To deposit cash in your account and obtain receipt ……… ….. mts

b) To withdraw cash from your account ……………… mts

c) To get a new cheque book ……………… mts

d) For collection of local cheques ……………… days

e) For collection of outstation cheques ……………… days

24. Have you given any standing instruction to the bank like payment of LIC premium,

telephone bills etc?

Yes □ No □

26.Do you take your passbook to the bank whenever you?

a) Deposit cash Yes □ No □

b) Withdraw cash Yes □ No □

26. If yes, are entries completed and the passbook returned to you immediately?

Yes □ No □

27. If no, how often do you give your passbook for completing the entries?

Monthly □ Quarterly □ Half- Yearly □ Yearly □

28. Do you always get it completed on due dates?

Yes □ No □

29. Are you able to clearly understand the entries made in your passbook?

Yes □ No □

35. Did you borrow any loan through this bank? Yes □ No □

36. Do you feel any difficulty to get loan? Yes □ No □

37. Do you consider the charges levied by the bank reasonable for providing the

following services?

a) Remittances Yes □ No □

b) Collection of outstation cheques Yes □ No □

c) Safe deposit lockers Yes □ No □

38. During last one year did you have to complaint to the bank officials on any

matter? Yes □ No □

39. If yes, what is the nature of the complaint?

a) Misbehavior Yes □ No □

b) Error in entries Yes □ No □

c) Delay Yes □ No □

d) Any other Yes □ No □

41. How was the complaint dealt with?

a) Promptly attended to the problem and solved Yes □ No □

b) Sympathetically considered Yes □ No □

c) Not attended Yes □ No □

42. How will you rank the bank on overall performance of the customer services of

the bank?


44. How will you compare Co-Operative Bank with Commercial Bank?

a) Customer-Employee relation ship


b) Services provided


c) Transparency


Signature:

Name:

Documents

Appendix- I BIBLIOGRAPHY Books. - Information and …shodhganga.inflibnet.ac.in/bitstream/10603/7058/18/18...Appendix- I BIBLIOGRAPHY Books. Agarwas, H.S. Simple Indian Economics,