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8/8/2019 bank in services sector management
http://slidepdf.com/reader/full/bank-in-services-sector-management 1/31
8/8/2019 bank in services sector management
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“The great inventions that have taken
place since the beginning of the timeare
,THE FIRE THE WHEEL&
.BANKING ”
- WILL
ROGERS
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WHAT LED TO THE SET UP OF CENTRAL
BANKS IN DIFFERENTCOUNTRIES?
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v Lending and borrowingvv Its origin
vv Definition of bank vv
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:CATEGORISATION
1.Nationalized (government owned)2.Private banks and3.Specialized banking institutions.
,Banking Regulation Act of India1949
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:FUNCTIONS OF A BANK
1. Accepting Deposits from public/others(Deposits)2. Lending money to public (Loans)3. Transferring money from one place to another
4. Credit Creation5. Acting as trustees6. Keeping valuables in safe custody
7. Investment Decisions and analysis8.Government business9. Other types of lending and transactions.
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:TYPES OF BANKS
v Central Bank:v Commercial Banks :v Agricultural Banks :v Foreign Exchange Banks :v Public Sector Banksv Private Sector Banksv Co-operative Sector
v Development Banks/Financial Institutions:
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.Services provided by banks.Services provided by banks
1.Easy banking.
2.Mobile /SMS banking.
3.Net /E-banking.
4.ATM’s (Automatedteller machines).
5.Proxy banking.
6.NRI services.
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.PROXY BANKING
A kiosk has been set up by ICICI Bank in partnership with network n-LogueCommunications in remote villages .
Reasons?
Benefits?
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.NRI services
Almost all the Indian Banks provide services tothe NRIs.
Non-Resident (Ordinary) Account - NRO A/c Non-Resident (External) Rupee Account - NRE
A/c
Non-Resident (Foreign Currency) Account -
FCNR A/c
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/ .Mobile Sms banking
“The account that travels withyou.”
Hottest area of development inthe banking sector.
System works –SMS/ WAP. BENEFITS:
-Bill payments.
-Fund transfers. Cheque payment
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/ - .NET E BANKING
Conducting bankingOnline.
Hardly 10 per cent of
Indian customersuses the internet for banking.
Max. use-only for
checking balanc es& requesting issueof new cheque
books.
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:Services
- (A)Queries:: Check Balance
See Statement
Inquire about cheque status.
Ask for a statement , see Demat A/c.etc.
-(B)Transactions:
Shop online,pay credit card dues,Stop a cheque,
Transfer funds between accounts/ third party,etc.
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’ .7 P s of banking sector
.PRODUCT MIX
.PRICE MIX
.PLACE MIX
.PROMOTION .PEOPLE
.PROCESS
.PHYSICAL EVIDENCE
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PRODUCT MIX
Saving’s a/c offerings:
-ATM network.
-7 day banking
-iconnect net banking.
Credit cards offerings:
-R ewards.
-Dial-a-draft.
-Credit limit increase.
-24 hours ATM
-Photo card.-Overdraft facility.
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Price mix
ATM card issue. Free-2 ATM cardsissued free if it is a joint
account Add-on card Rs.100 –beyond 2
cards.Duplicate card. Rs. 100.
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…contd
CURRENT A/C SAVINGS A/C.
Transaction charges nil Nil
Issue of a newcheque book
nil Nil.
Account closure Rs 100. Rs.100.
Issue of duplicatestatement
Rs.25 per pageRs 25.per page.
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.PLACE MIX Factors affecting the location analysis of a bank: 1. The trade area 2. Population characteristics 3. Commercial structure
4. Industrial structure 5. Banking structure 6. Proximity to other convenient outlets 7. Real estate rates
8. Proximity to public transportation 9. Drawing time
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.PROMOTION MIX
Two of the fastestgrowing moderntools of communicating withthe customers are:
1. Internet Banking
2. Mobile Banking .
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.People and Process mix
Eg.of PROCESS MIX: Let’s take for example the process for application for acar loan.
Now this mainly involves 3things:
1. Producing of proper documents.
2. Filling up of applicationform.
3. Paying for the initial down payment .
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.PHYSICAL EVIDENCE
Eg.of HSBC BANK.(HONG KONGSHANGAI BANKINGCORPORATION).
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-CASE STUDY I
COMPLAINTHANDLING-HDFC
bank.
-Explanation.
-Complaint resolutionmodel.
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– .CASE STUDY II
The Consumers Association with the bank.
(ICICI bank).-Explanation.
-Analysis of the case.(RATER Analysis).
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CAREER
OPPORTUNITIES.
CAREER PROSPECTS.
REMUNERATIONS.
EDUCATIONAL QUALIFICATIONS.
VARIOUS OCCUPATIONS.
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FUTURE PROSPECTS OF BANKS
.OVERVIEW
.RISK MANAGEMENT
.CONSOLIDATION
.GLOBALISATION .TECHNOLOGY
REGULATIONS
.SKILLED MANPOWER
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.CHALLENGES
Market disipline.
Adopting internationalstandards.
Technology banking. Rural banking.
HRD in banks.
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.CONCLUSION
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