...National Institute of Technology A Research Report on Customer Service of SBI vis-à-vis other Banks Internship Report submitted in completion of the requirement of Summer Internship at State Bank of India SME Branch, Civil Township, Rourkela Submitted by:- Under the guidance of:- Rasmita Sahu Mr. Prabir Chandra Sahu MBA Student Chief Manager Roll No- 312SM1017 State Bank of india School of Management SME Branch, Civil Township NIT, Roukela Rourkela May_2013 to July_2013 Certificate This is to certify that the project entitled “Customer Service of SBI vis-à-vis other Banks” which is being submitted by Rasmita Sahu, MBA Student, Roll No. 312SM1017, School of Management, National Institute of Technology, Rourkela - 769 008 (India), for the award of Degree of MBA by the School of Management, National Institute of Technology, is a record of bonafide research work done by her under my supervision. The results embodied in the project are new and have not been submitted to any other University or Institution for the award of any Degree or Diploma. To the best of my knowledge Rasmita...
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...Chapter 3 Factors Driving Further Change Introduction 3.1 This chapter describes the major factors driving change in the financial system and identifies some of their implications. The key regulatory challenges posed by these developments are examined in more detail in later chapters. Material presented in this chapter represents preliminary observations of the Inquiry and will be refined and amended as necessary for the Final Report. 3.2 Four key factors driving change are: globalisation; ¾ technology; ¾ consumer needs and demands; and ¾ financial innovation. ¾ 3.3 While this chapter addresses these factors separately, they interact with and affect one another. For example, global competitors have emerged in Australian markets partly because technological developments have enabled them to access Australian consumers. Similarly, consumer demand for certain financial products, such as securitised home mortgages, has been stimulated by technological developments that have made those products both feasible and accessible to consumers. 3.4 This chapter also considers market implications of these driving change, including changes to wholesale markets, financial providers, products, and distribution channels. Some of these implications are evident as early trends now, and the real question factors service market is how . . . 45 Financial System Inquiry quickly such trends will be borne out. Others fall into the realm of the merely possible. In order to frame recommendations...
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...many of which are trade names, service marks, trademarks or registered trademarks. All materials internally quality assessed by the University of Sunderland and reviewed by academics external to the University. Instructional design and publishing project management by Wordhouse Ltd, Reading, UK. Contents Introduction vii Unit 1 The contemporary world of business and management Introduction 1.1 1.2 The global business environment The importance of developments in the global environment Case Study 1.3 Organisational decision making and performance vii 1 3 10 14 17 19 19 20 Self-assessment questions Feedback on self-assessment questions Summary Unit 2 Globalisation Introduction 2.1 2.2 Definitions and indicators of globalisation Key drivers and facilitators of globalisation Case Study 2.3 2.4 Barriers and inhibitors of globalisation Comparing the costs and benefits of globalization Case Study 2.5 International trade and foreign direct investment Case Study 2.6 Applying Porter’s diamond model 21 21 22 25 27 29 31 32 36 36 40 43 43 44 Self-assessment questions...
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...satisfy them. Scarcity: - The condition that arises because the available resources are insufficient to satisfy wants. o Our resources are limited but our wants are unlimited. - Scarcity: Lack of enough resources to satisfy all desired uses of those resources The Central Problem of Scarcity Our materialistic wants and desires continue to grow. - Newest camera phone - Larger television - Bigger house - Exotic vacation Why can’t we have everything we want? - Our wants exceed our resources. Economics and Opportunity Cost Economics – the study of how best to allocate scare resources among competing users. Opportunity cost – The value or price of the most desired goods and services that are foregone in order to obtain something else. - The next best alternative that you give up. Factors of Production Resource inputs used to produce goods and services. The four resources: - Labor, land, capital and entrepreneurship Resources are factors of production. Economic resources – all natural human and manufactured resources that can be used in the production of goods and services. Land – arable land, forests, minerals, energy (oil deposits and coal), water, air, wild plants, animals, birds and fish. Labor – all the physical and intellectual talents that can be used in the production of goods and services. Capital – all manufactured aids to production like tools, instruments, equipment, machines, factory, buildings, transportation, and distribution facilities that businesses...
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... PREPARED BY: Benjamin AMAHORO REGISTRATION NUMBER: GSF 20103386 PLACED IN: FINA BANK LTD ACADEMIC YEAR: 2012-2013 INTERNSHIP PERIOD: FROM: 28TH JANUARY TO 28TH MARCH 2013 BACHELOR OF BUSINESS ADMINISTRATION IN: ACCOUNTING NAME OF ACADEMIC SUPERVISOR IN FIELD: DR IBRAHIM MUSOBO Acknowledgements I would like to sincerely thank the management and staff of FINA BANK Ltd for allowing me to do my internship within this organization. I am grateful to my internal supervisor, Service delivery manager who willingly accepted to supervise and support me on the course of the training. My deep thanks go to the administration of SFB and career center for providing us the necessary knowledge and tools that equipped us for the internship. I am also thankful to my beloved parents for the moral and financial supports. I am grateful to my brothers and sisters for spiritual, financial, or moral support they contributed during my studies. i Declaration I hereby declare that, except where otherwise indicated, this document is entirely my own work and has not been submitted in whole or in part to any other university. Name: ……………………………………………………………. Signature: ……………………………..: Date: …………………. ii CERTIFICATE I, Mr. Jean Pierre SINDIZERA, the Service Delivery Manager at FINA Bank Ltd, certify that this report is a genuine work of Benjamin AMAHORO who has carried out his internship in FINA Bank Ltd, for the award of Bachelor’s Degree in Business Administration in accounting Department...
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...ESSENTIALS OF MARKETING THIRD EDITION JIM BLYTHE Essentials of Marketing ii Marketing Planning: principles in practice We work with leading authors to develop the strongest educational materials in marketing, bringing cutting-edge thinking and best learning practice to a global market. Under a range of well-known imprints, including Financial Times Prentice Hall, we craft high quality print and electronic publications which help readers to understand and apply their content, whether studying or at work. To find out more about the complete range of our publishing please visit us on the World Wide Web at: www.pearsoned.co.uk Last A Head on Spread 000 Jim Blythe University of Glamorgan Essentials of Marketing Third Edition Pearson Education Limited Edinburgh Gate Harlow Essex CM20 2JE England and Associated Companies throughout the world Visit us on the World Wide Web at: www.pearsoned.co.uk First published under the Financial Times Pitman Publishing imprint 1998 Second edition 2001 Third edition 2005 © Financial Times Professional Limited 1998 © Pearson Education Limited 2001, 2005 The right of Jim Blythe to be identified as author of this work has been asserted by him in accordance with the Copyright, Designs and Patents Act 1988. 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 either the prior written...
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...BU Basic M.B.A. International Master of Business Administration |Index | Accounting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Business Law . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Entrepreneurship. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 Finance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160 Marketing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180 Operations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220 Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252 Strategic Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...
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...for knowing about the performance of a bank.. Nowadays Banking companies are in a competitive market. They are choosing the differentiation strategy to be a market leader because cost leadership is not a good tool for competition due to oligopolistic market. By analyzing bank information system, this paper investigates the service quality perceptions of bank account holders. This paper also examine the relationship between relative importance allocated by respondents to each of the five SERVQUAL dimensions as measured by the points allocated to that dimensions the ratings provided for the individual items of the dimension. In the SERVQUAL questionnaire there are 22 questions from five different dimensions. These are Tangibles, Reliability, Responsiveness, Assurance and Empathy. These questions measure the gap between employees’ expectations and perceptions .After conducting the survey I have found some values. I have made an analysis with these values. I have calculated the weighted average scores of these values from the perspective of these branches. Then it has been seen that the gap between the employees’ expectations and perceptions about the services is lower for the customers. In my report I got reliability, responsibility and assurance is very much valuable to customers compare to others. Company Profile COMPANY BACKGROUND Dutch-Bangla Bank Limited (the Bank) is a scheduled commercial bank. The Bank was established under the Bank Companies Act 1991 and incorporated as...
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...Environmental Analysis Organizational Mission and Goals Analysis Analysis of Organizational Strengths and Culture Analysis of Organizational Strategies Choice and Implementation of Human Resource Strategies Planning Human Resources Attracting Human Resources Human Resource Tactical Plans Placing, Developing, and Evaluating Human Resources Maintaining High Performance Motivating and Rewarding Human Resources Human Resource Systems and Procedures Review and Evaluation of Human Resource Strategies CHAPTER ONE Strategic Importance of Human Resource Management The successful 21st-century organization will not take the loyalty of talented people for granted. It will constantly try to recruit and keep them. … The mutual commitment of an employer and an employee will be one of the most important factors for a 21st-century organization. Subhir Chowdhury1 One CHAPTER OBJECTIVES After studying this chapter, you should be able to: • List challenges facing Canadian organizations in the context of managing their workforce. • Discuss the objectives of human resource management. • Discuss the meaning of strategic human resource management and steps in implementing the same. • Discuss how human resource departments are organized and function. • Discuss future roles of the human resource profession in this country. CHAPTER ONE Strategic Importance of Human Resource Management ame the greatest accomplishment of the last century. Landing on the...
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...Commons Attribution-NonCommercial-ShareAlike 3.0 License without attribution as requested by the work’s original creator or licensee. Organization The overarching logic of the book is intuitive—organized around answers to the what, where, why, and how of international business. WHAT? Section one introduces what is international business and who has an interest in it. Students will sift through the globalization debate and understanding the impact of ethics on global businesses. Additionally, students will explore the evolution of international trade from past to present, with a focus on how firms and professionals can better understand today’s complex global business arena by understanding the impact of political and legal factors. The section concludes with a chapter on understanding how cultures are defined and the impact on business interactions and practices with tangible tips for negotiating across cultures. WHERE? Section two develops student knowledge about key facets of the global business environment and the key elements of trade and cooperation between nations and global organizations. Today, with increasing numbers of companies of all sizes operating internationally, no business or country can remain an island. Rather, the interconnections between countries, businesses, and institutions are inextricable. Even how we define the world is changing. No longer classified into simple and neat categories, the rapid changes within countries are redefining how...
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...Environmental Analysis Organizational Mission and Goals Analysis Analysis of Organizational Strengths and Culture Analysis of Organizational Strategies Choice and Implementation of Human Resource Strategies Planning Human Resources Attracting Human Resources Human Resource Tactical Plans Placing, Developing, and Evaluating Human Resources Maintaining High Performance Motivating and Rewarding Human Resources Human Resource Systems and Procedures Review and Evaluation of Human Resource Strategies CHAPTER ONE Strategic Importance of Human Resource Management The successful 21st-century organization will not take the loyalty of talented people for granted. It will constantly try to recruit and keep them. … The mutual commitment of an employer and an employee will be one of the most important factors for a 21st-century organization. Subhir Chowdhury1 One CHAPTER OBJECTIVES After studying this chapter, you should be able to: • List challenges facing Canadian organizations in the context of managing their workforce. • Discuss the objectives of human resource management. • Discuss the meaning of strategic human resource management and steps in implementing the same. • Discuss how human resource departments are organized and function. • Discuss future roles of the human resource profession in this country. CHAPTER ONE Strategic Importance of Human Resource Management ame the greatest accomplishment of the last century. Landing on the...
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...well! With an inventor like Kevin Plank, Under Armour’s innovative endurance products give larger sporting goods companies a run for their money. MANAGEMENT SNAPSHOT Kevin Plank’s Determination at Under Armour What Does It Take to Succeed Against Tough Odds? W hen Kevin Plank was a walk-on fullback football player at the University of Maryland in the 1990s, he often became annoyed that his T-shirt was soaked and weighted down with sweat. Always an original thinker, he wondered why athletic apparel couldn’t be made out of some kind of polyester blend that would help athletes’ and sports aficionados’ muscles stay cool while wicking away, and not holding, moisture from sweat.1 As he was finishing his undergraduate studies at Maryland, he started experimenting with different fabrics, testing their durability, comfort, and water resistance with the help of a local tailor. A prototype of Under Armour’s first product—the 0039 compression shirt—was developed.2 Upon graduation from the University of Maryland, Plank was offered a position at...
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...PHAGWARA PUNJAB acknowledgement I present this project report on “INVESTMENT AVENUES” IN AXIS BANK LTD., Kashmiri gate, near hasan building with a sense of great pleasure and satisfaction. I undersign with pleasure take this opportunity to thank all those related directly or indirectly in preparation of this project report. I started working on this project under the invaluable guidance of Honorable 'Mr. ROHIT BANSAL SIR for which I am very much thankful for her valued time given for the purpose. Without her co-operation our project work would have been difficult to complete. I express our sincere thanks to Mr. PARITOSH GUPTA, (Branch Manager) in Axis Bank Ltd., Wardha and staff in that organization. I am also thankful to Mrs. RASHMI MITTAL MAAM [Dean of our college] to allow us to carry out this project. Date: Place: Fortnightly Progress Report School Name----Business and arts --------------------- Name of the Student: ___tanu rani___ Roll No.__A09___ Section __Q2920__ class____MBA_____ 2. Period of Training : From ______1 june_____ To_____15 july____ ------------------------------------------------- 3. Name and address of the Organization: _____Axis bank ltd________ ------------------------------------------------- Ground floor ,Hasan...
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...the series, Harvard Business Review focused on how managers are turning their companies into customer-focused organizations. The growing obsession with customer excellence is driven, in part, by technology. Today customers can obtain and exchange more information about the good and bad of their encounters with companies than ever before. That gives companies a great incentive to work harder to make customers happy — before, during, and after their purchases. © 2011 Harvard Business School Publishing. All rights reserved. Harvard Business Publishing is an affiliate of Harvard Business School. Creating a CustomerCentered Organization A Harvard Business Review Insight Center Report CONTENTS 1 3 5 7 9 11 13 15 17 19 21 23 Create Brand Superfans Matthew Rhoden How Philips Uses Net Promoter Scores to Understand Customers Suhail Khan What Zipcar Can Teach the S&P 500 Stephen Wunker How Fidelity Used Design Thinking to Perfect Its Website Frederick S. Leichter The Coming Point-of-Sale Revolution Grant McCracken Using Mobile Phones to Capture Customer Experiences Emma Macdonald, Hugh Wilson, and Umut Konus How to Play Marco Polo When Setting Prices Rafi Mohammed Beyond Mass Customization B. Joseph Pine II Understand Your Customers with Colored Pencils and Cartoons Eddie Yoon Coca-Cola Marketing Shifts from Impressions to Expressions Joe Tripodi Memorable Events Are the Most Valuable Experiences B. Joseph Pine II Why Nokia’s Collapse Should Scare Apple Patrick Barwise and Seán...
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...Answers to in-text Questions in Economics (5th edition) Chapter 1 Page 4 ( Could production and consumption take place without money? If you think they could, give examples. Yes. People could produce things for their own consumption. For example, people could grow vegetables in their garden or allotment; they could do their own painting and decorating. Alternatively people could engage in barter: they could produce things and then swap them for goods that other people had produced. ( Before reading on, how would you define scarcity? Must goods be at least temporarily unattainable to be scarce? See page 2 of text for a definition of scarcity. Goods need not be unattainable to be scarce. Because people’s incomes are limited, they cannot have everything they want from shops, even though the shops are stocked full. If all items in shops were free, the shelves would soon be emptied! ( If we would all like more money, why does the government not print a lot more? Could it not thereby solve the problem of scarcity ‘at a stroke’? The problem of scarcity is one of a lack of production. Simply printing more money without producing more goods and services will merely lead to inflation. To the extent that firms cannot meet the extra demand (i.e. the extra consumer expenditure) by extra production, they will respond by putting up their prices. Without extra production, consumers will end up unable to buy any more than previously...
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