...2320-0073 CUSTOMER SATISFACTION - A CASE STUDY OF SYNDICATE BANKING SERVICES Tanu Bajaj1 and Kavita Dua2 1 Lecturer, Pt. N.R.S. Govt. College, Rohtak (Haryana), India Email: tanubajaj2011@gmail.com 2 Reserach Scholar, Maharshi Dayanand University, Rohtak (Haryana), India Email: Kavitaduaphd@gmail.com ABSTRACT Banking is an important field of study. In Indian economy where more than 70% population depends upon agriculture, there is a strong need of banking system. Syndicate bank is one of oldest & major commercial banks of India, which provides financial assistance to its local weavers. Customer is the pivot upon which whole banking business revolves. Banking is a service sector industry & customer service is the differentiating factor. Now the needs of customers have fully changed. Customer satisfaction is one of the mysterious concepts because every customer has its own expectations, beliefs, and psychology & physical variables. So it is very difficult for banks to work aligning with their customers’ needs. Therefore to know the customer satisfaction in syndicate bank research is conducted on 75 respondents. The respondents are of different background in age, sex, education &occupation etc. The study revealed that Syndicate bank customers are satisfied in many aspects such as bank’s basic amenities, loan procedure, and innovative schemes & with communication system & employees attitude towards some fields. Keywords: Banking Services, Customer Satisfaction...
Words: 1998 - Pages: 8
...Executive Summary United Bank Limited (UBL) is one of the leading commercial bank in Pakistan which is currently having more than 1,000 branches nationally and 15 branches internationally. UBL has state of art online banking facility available for its customers and Deposits, Cheque Cash, Account Summary and Transfers can be easily done online. They have following services: • Commercial Banking • Consumer Banking • Corporate Banking • Foreign Exchange • Treasury • Overseas Banking Division Banking Industry Banking in Pakistan falls within 10 segments, which are as follows: Background of UBL: UBL has been operating since more than 47 years in Pakistan and has asset base of about 300 million with a network of about 1000 branches nationwide. It has its headoffice in Karachi when it got established in 1959. Subsidiary companies of UBL are: 1. United National Bank Limited 2. United Bank AG Zurich 3. UK UBL Fund Managers Ltd It’s operating an associate company in Muscat named Oman United Exchange Company. Long term rating of UBL is AA which denotes a quality organization. Short term rating of UBL is A-1+ which basically shows that organization is having timely payments. worthiness. Following is the Statement of Compliance with the code of Corporate Governance for the year ended december 31, 2006 issued by UBL This statement is being presented to comply with the Code of Corporate Governance (The Code) contained in the Regulation...
Words: 4104 - Pages: 17
... “Comparative Study on Employee Welfare Schemes of Private and Nationalized Bank” Submitted for the Partial fulfillment of the requirement for the Degree of Post Graduation Diploma in Management in Human Resource Department Submitted By: Ria Shah INDEX Sr. No. | Particulars | Page No. | Chapter 1: Introduction | | 1 | Employee Welfare | 6 | 2 | Oblectives Of Employee Welfare | 6 | 3 | Principles Of Employee Welfare Services | 7 | 4 | Agencies For Labour Welfare Work In India | 7 | Chapter 2: Research Methodology | | 1 | Introduction: | 12 | 2 | Research Definition | 12 | 3 | Benefits Of Research Methodology | 12 | 4 | Research Process | 13 | 5 | Research Design | 14-16 | 6 | Data Collection Method | 16-18 | Chapter 3: Literature Review | | 1 | Welfare | 20 | 2 | Types Of Employee Welfare Schemes | 21 | 3 | Employee Benefits | 22 | 4 | 2012 Employee Benefits: A Research Report By SHRM | 24-26 | 5 | Laws Related To Employee Welfare (Factory Act) | 27 | 6 | Employee Satisfaction | 28 | Chapter- 4: About The Company | | 1 | ICICI Bank | 31-44 | 2 | The State Bank Of India | 45-47 | Chapter 5: Data Analysis And Interpretation | | 1 | Data Analysis | 49 | 2 | Analysis Of The Data Collected From ICIC Bank | 50-65 | 3 | Findings | 66 | Chapter 6: Comparison | | 1 | Employee Benefits By ICICI Bank | 67-69 | 2 | Employee Benefits Provided By SBI Bank | 70-74 | 3 | Comparison between ICICI Bank And SBI Bank | 75 | Conclusion...
Words: 11915 - Pages: 48
...at State Bank of India NAME OF THE STUDENT: kushal Shah PROJECT MENTOR/ REPORTING OFFICER AT THE BANK: Mr Kumar APRIL 6th 2013 TO JULY 6th 2013 Acknowledgement I take this opportunity to express my profound gratitude and deep regards to Mr. Bhoir, HR, State Bank of India for giving me the opportunity to take up this project and posing faith in me to fulfill the project I also take this opportunity to express a deep sense of gratitude to Company Mentor Mr. Kumar, Manager State Bank of India, for his cordial support, valuable information and guidance, which helped me in completing this task through various stages. I am obliged to staff members of State Bank of India especially Mr. Saraswat & Ms Warrier, HLST Departement, State Bank of India for the valuable information provided by them in respective fields. I am grateful for their cooperation during the period of my assignment. Lastly, I thank almighty, my parents, brother, sisters and friends for their constant encouragement without which this assignment would not be possible. I am also thankful to all the respondents whose cooperation & support has helped me a lot in collecting necessary information. Kushal Shah Bottom of Form Table of Contents Sr. no | Particulars | Page no | 1 | 1. Introduction 2.1. Profile of Student 2.2. Profile of Organization 2.3. Nature of Project 2.4. Brief objectives assigned by mentor | 4-8 | 2 | 2. Framework of Study 3.5...
Words: 12002 - Pages: 49
...Total Quality Management has been considered as one of the most significant management innovation of the 20th century. TQM is based on quiet native and traditional views of an organization but it has had a major influence on the contemporary management practices. TQM role and concepts are examined based upon how an organization will meet its mission and the definitive objective for long term survival. Organization‘s main concern is how to achieve organizational goals & long term survival, it depends on multiple factors. The very basic level of organizational survival is based on the internal integration and the process of external adaptation. The first section of the report presents the articles on which our study is based, the second section of the study is the introduction of the organization, and the third section shows the passenger survey and questionnaire. Fourth section results explorations and investigates of the challenges and problems which the national carrier PIA (Pakistan International Airline) is facing while implementing TQM. The findings and results advocate that Total Quality Management System should develop itself with the changing internal and external environment. Some strategies have been by us which would improve the performance of the organization and help it to cope up with the challenges. At last, our research conclusion & there also recommendations were made which are helpful for the organization (Pakistan International Airline) for...
Words: 7870 - Pages: 32
...Total Quality Management has been considered as one of the most significant management innovation of the 20th century. TQM is based on quiet native and traditional views of an organization but it has had a major influence on the contemporary management practices. TQM role and concepts are examined based upon how an organization will meet its mission and the definitive objective for long term survival. Organization‘s main concern is how to achieve organizational goals & long term survival, it depends on multiple factors. The very basic level of organizational survival is based on the internal integration and the process of external adaptation. The first section of the report presents the articles on which our study is based, the second section of the study is the introduction of the organization, and the third section shows the passenger survey and questionnaire. Fourth section results explorations and investigates of the challenges and problems which the national carrier PIA (Pakistan International Airline) is facing while implementing TQM. The findings and results advocate that Total Quality Management System should develop itself with the changing internal and external environment. Some strategies have been by us which would improve the performance of the organization and help it to cope up with the challenges. At last, our research conclusion & there also recommendations were made which are helpful for the organization (Pakistan International Airline) for...
Words: 7870 - Pages: 32
...« Official Organ of The Institute of Cost and Works Accountants of India established in year 1944 (Founder member of IFAC, SAFA and CAPA) Volume 45 No. 5 May 2010 ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ IDEALS THE INSTITUTE STANDS FOR q to develop the Cost and Manage-ment Accountancy profession q to develop the body of members and properly equip them for functions q to ensure sound professional ethics q to keep abreast of new developments. The views expressed by contributors or reviewers in this Journal do not necessarily reflect the opinion of The Institute of Cost and Works Accountants of India nor can the Institute by any way be held responsible for them. The contents of this journal are the copyright of The Institute of Cost and Works Accountants of India, whose permission is necessary for reproduction in whole or in part. ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ ○ the management accountant, May, 2010 Cost Management for Growth of SME in Textile Sector by R. Gopal 387 Performance Monitoring in SME Sector by I. Mohamed Ibrahim 388 Cost Management : Key to Survival in Current Global Meltdown by S. Jeyaraj 392...
Words: 53260 - Pages: 214
...For exclusive use IIM Kozhikode - EPGP Kozhikode Campus, 2015 Harvard Business School 9-396-027 Rev. February 29, 1996 Apollo Hospitals of India (A) Dr. Prathap Reddy's office was filled with flowers. The tags conveyed birthday greetings from employees of Apollo Hospitals Madras and former patients, including the vice president of India. Reddy greeted a steady parade of well-wishers and paused to chat warmly by telephone with a former janitor who had called from the United States. Throughout the day, employees greeted “the Chairman” with smiles, hugs, and gifts. Dr. Reddy had founded Apollo Hospitals Madras in 1983 as the first corporate hospital in India. It offered sophisticated treatment in a comprehensive range of medical specialties. Stateof-the-art medical technology, operated by skilled technicians, complemented superior doctors, many of whom had left lucrative jobs in Europe and North America to come to Apollo. Other entrepreneurs had followed Apollo into the market, building several dozen corporate hospitals to compete with Apollo and its government-run forerunners. Since Apollo’s founding, the quality of medical care in India had improved substantially for those who could pay. Despite competition, though, Apollo Hospitals Madras remained a leader in the provision of top-quality medical care and had made a profit for 10 straight years. Reddy had been joined at Apollo by his four daughters, who took prominent roles in the company. Having introduced...
Words: 13056 - Pages: 53
...ETIHAD AIRWAYS Assignment I Contents INTRODUCTION 2 BACKGROUND 3 ETIHAD’S CORE VALUES 4 COMMITMENT 4 VISION AND MISSION 5 HISTORY 6 LOYALTY PROGRAM 6 FINANCIAL PERFORMANCE 9 FINANCIAL POSITION 9 FINANCING ACTIVITIES 11 EXTERNAL ENVIRONMENT 11 GENERAL ENVIRONMENT 12 EXTERNAL ENVIRONMENT ANALYSIS 41 INDUSTRY ENVIRONMENT ANALYSIS 44 1. Porter's 5 forces model 44 COMPETITOR ANALYSIS 65 INTERNAL ENVIRONMENT 68 COMPETITIVE ADVANTAGE 90 VALUE CHAIN ANALYSIS 92 IMPORTANT ENVIRONMENTS THAT ETIHAD NEEDS TO BE AWARE OF: 108 ARE THE VISIONS AND MISSIONS CLEAR AND MEASURABLE? 110 REFERENCES 111 INTRODUCTION Strategic management is the comprehensive collection of ongoing activities and processes that organizations use to systematically coordinate and align resources and actions with mission, vision and strategy throughout an organization. Strategic management activities transform the static plan into a system that provides strategic performance feedback to decision making and enables the plan to evolve and grow as requirements and other circumstances change (Dess, Gregory G., G.T. Lumpkin and Marilyn L. Taylor, 2005). Our group decided to work upon Etihad Airways, the flag carrier airline for United Arab Emirates. The name ‘Etihad’ is derived from an Arabic word which means ‘union’. In addition to its main activity of passenger transportation, Etihad controls Etihad cargo and holidays. Aside from that, they have stakes in many other airlines...
Words: 32010 - Pages: 129
...`çêéçê~íÉ=pçÅá~ä=oÉëéçåëáÄáäáíó=áå= íÜÉ=eçíÉä=fåÇìëíêó=Ó=^=`êçëë= `ìäíìê~ä=mÉêëéÉÅíáîÉ= qÉêÉë~=kçêÇ Miljö och hållbart företagande Magisteruppsats 2006:4 Centrum för tvärvetenskaplig miljöforskning Vår välfärd bygger på att samspelet mellan människa, samhälle och natur fungerar. Forskning om hur samhället vårdar basen för sin välfärd, och når hållbar utveckling, kräver kunskap från flera områden. Därför finns Centrum för tvärvetenskaplig miljöforskning, CTM. CTM är ett fristående centrum vid Stockholms universitet som verkar för samarbete över fakultetsgränserna. Vi samarbetar med alla institutioner vid Stockholms universitet som bedriver miljörelaterad forskning. CTM utvecklar tvärvetenskapliga utbildningar, samordnar större forskningsprojekt och informerar omvärlden om universitetets miljöforskning. Centrum för tvärvetenskaplig miljöforskning hette tidigare Centrum för naturresurs- och miljöforskning, CNM, och har funnits vid Stockholms universitet sedan 1990. Hemsida: www.ctm.su.se STOCKHOLM UNIVERSITY Centre for Transdisciplinary Environmental Research Sustainable Enterprising Master’s Thesis (20p) CORPORATE SOCIAL RESPONSIBILITY IN THE HOTEL INDUSTRY: A CROSS CULTURAL PERSPECTIVE TERESA NORD Academic Advisor: Hans Rämö Stockholm University School of Business Master’s Thesis (20p), Fall 2006, Stockholm University ABSTRACT Attention to business ethics in varying environmental, economic and cultural contexts has become increasingly important as...
Words: 19753 - Pages: 80
...Dictionary of Travel, Tourism and Hospitality By the same author Britain – Workshop or Service Centre to the World? The British Hotel and Catering Industry The Business of Hotels (with H. Ingram) Europeans on Holiday Higher Education and Research in Tourism in Western Europe Historical Development of Tourism (with A.J. Burkart) Holiday Surveys Examined The Management of Tourism (with A.J. Burkart eds) Managing Tourism (ed.) A Manual of Hotel Reception (with J.R.S. Beavis) Paying Guests Profile of the Hotel and Catering Industry (with D.W. Airey) Tourism and Hospitality in the 21st Century (with A. Lockwood eds) Tourism and Productivity Tourism Council of the South Pacific Corporate Plan Tourism Employment in Wales Tourism: Past, Present and Future (with A.J. Burkart) Trends in Tourism: World Experience and England’s Prospects Trends in World Tourism Understanding Tourism Your Manpower (with J. Denton) Dictionary of Travel, Tourism and Hospitality S. Medlik Third edition OXFORD AMSTERDAM BOSTON LONDON NEW YORK PARIS SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY TOKYO Butterworth-Heinemann An imprint of Elsevier Science Linacre House, Jordan Hill, Oxford OX2 8DP 200 Wheeler Road, Burlington MA 01803 First published 1993 Reprinted (with amendments) 1994 Second edition 1996 Third edition 2003 Copyright © 1993, 1996, 2003, S. Medlik. All rights reserved The right of S. Medlik to be identified as the author of this work has been asserted...
Words: 133754 - Pages: 536
...contents Vision/Mission/Core Values Notice of 54th Annual General Meeting Corporate Pro le Board of Directors’ Pro le Board of Directors’ Committees Directors’ Report Attendance of Directors Review Report on Statement of Compliance Statement of Compliance Pattern of Shareholding Categories of Shareholders Six-Year Summary Auditors’ Report to the Members on Unconsolidated Financial Statements Unconsolidated Financial Statements Auditors’ Report to the Members on Consolidated Financial Statements Consolidated Financial Statements Form of Proxy 93 95 35 37 02 04 06 07 14 16 25 26 27 29 31 32 committed to By enforcing excellent service, security and comfort PIA takes the time to nurture trust within its flyers. It is this very reason today that PIA is Pakistan’s favourite airline success annual general meeting Notice is hereby given that 54th Annual General Meeting of the Shareholders of Pakistan International Airlines Corporation will be held at 10:00 A.M. on Saturday, April 30, 2011 at Pearl Continental Hotel, Club Road, Karachi to transact the following business: 1. 2. 3. To receive and adopt the Audited Accounts for the Financial Year ended December 31, 2010 together with the Auditors’ and Directors’ Reports. To elect two Directors against vacancies as required under Sections 6 and 7 of PIAC Act 1956 in place of Mr Mubashir Iftikhar and Malik Nazir Ahmed who have completed their term of of ce of Directors. To transact any other business with the permission of the...
Words: 64886 - Pages: 260
...http://www.nckvietnam.com Understanding the Global Spa Industry http://www.nckvietnam.com This page intentionally left blank http://www.nckvietnam.com Understanding the Global Spa Industry: Spa Management Marc Cohen and Gerard Bodeker AMSTERDAM • BOSTON • HEIDELBERG • LONDON • NEWYORK • OXFORD • PARIS • SAN DIEGO • SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO Butterworth-Heinemann is an imprint of Elsevier http://www.nckvietnam.com Butterworth-Heinemann is an imprint of Elsevier Linacre House, Jordan Hill, Oxford OX2 8DP, UK 30 Corporate Drive, Suite 400, Burlington, MA01803, USA First edition 2008 Copyright © 2008 Elsevier Ltd. All rights reserved No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise without the prior written permission of the publisher Permissions may be sought directly from Elsevier’s Science & Technology Rights Department in Oxford, UK: phone ( 44) (0) 1865 843830; fax ( 44) (0) 1865 853333; email: permissions@elsevier.com. Alternatively you can submit your request online by visiting the Elsevier web site at http:/ /elsevier.com/locate/permissions, and selecting Obtaining permission to use Elsevier material Notice No responsibility is assumed by the publisher for any injury and/or damage to persons or property as a matter of products liability, negligence or otherwise, or from any use or operation of any...
Words: 153860 - Pages: 616
...Invest. Innovate. Inspire. For a new India. ANNUAL REPORT 2014-15 India is at the threshold of a new era of growth and opportunity. This is driven by increasing economic activity, ongoing ‘Make in India’ initiatives and a demographically well-placed, aspirational society. Reliance Industries Limited (RIL) continues to be a partner in India’s ongoing journey towards economic and social well-being, and remains committed to investing in and innovating for India. RIL is striving to meet and exceed global benchmarks in product quality and customer service with inspiring ideas and strategic investments. From the manufacturing landscape to high-growth consumer service sectors, RIL is achieving superior outcomes that facilitate India’s drive for global leadership. RIL is delivering industry-leading performance through consistent efficiency in operations and prudent configuration of assets. RIL is making sizable capital investments, focusing on technology and expanding its level of services from the hydrocarbons sector to consumer businesses. RIL innovates for existing businesses and also focuses on developing new business models to deliver g g g y significant value for its growing stakeholder fraternity. In this effort, it collaborates with o s with leading global institutions to help usher in a n era of possibilities. global new is growing o RIL’s focus is to continue growing as a respons responsible organisation, thereby e inspiring progress in...
Words: 182744 - Pages: 731
...WRITING REFERENCES Citi: Oil Could Plunge to $20, and This Might Be 'the End of OPEC' "It looks exceedingly unlikely for OPEC to return to its old way of doing business," Morse wrote. Despite global declines in spending that have driven up oil prices in recent weeks, oil production in the U.S. is still rising, wrote Edward Morse, Citigroup's global head of commodity research. Brazil and Russia are pumping oil at record levels, and Saudi Arabia, Iraq and Iran have been fighting to maintain their market share by cutting prices to Asia. The market is oversupplied, and storage tanks are topping out. A pullback in production isn't likely until the third quarter, Morse said Vets fight to save hero dog who tried to shield owner from house fire "She's doing OK. Considering what Carmen has been through we think she's doing as well as can be expected," Dr. Daniel Carey, a vet at the hospital, told WCPO. "It's not unexpected that she's not ready to come off (the ventilator). It's just that in our best case scenario (we thought) maybe we could've hoped to get her off (Sunday) afternoon," Carey told WCPO The hospital is also providing updates on Carmen through social media, using Facebook to post pictures of the dog resting on a pink blanket and keeping company with a pair of stuffed animals. Your Resume Is Useless Unless It Answers This 1 Question If you’re a regular reader of this blog, you know how keenly we believe there’s no such thing as a generic or one-size-fits-all resume ...
Words: 63622 - Pages: 255
