...Innovations and Inclusive Growth A Case of Banking Industry in India Kiran Kumar Kakarlapudi Background and Motivation India has entered high growth trajectory with the initiation of economic reforms in the early 1990s with a policy shift towards free market economy.1 While on the growth front, the economy has performed considerably well, on the other hand the issue of distributional effects of growth has gained momentum in the academic and policy environment. Thus, in the eleventh and twelfth five year plans, emphasis has been laid to achieve sustainable economic growth with inclusive development (Singh, 2011). The empirical evidences on India’s growth pattern show that, the fantabulous growth performance, to a large extent, is driven by high growth in the service sector which has grown at 8.1 percent per annum during 1990-91 to 2007-08. Similarly, the share of service sector Gross Domestic Product (GDP) has increased from less than half to 68 percent in 2007-08 (Acharya, 2008). 2 The insights from the studies on service sector growth in India reveal that the spurt in the service growth is driven by the rapid growth of business services (which include Information Technology), communication services, financial services, hotels and restaurants, and trade (distribution) services, which is facilitated by the advent and rapid diffusion of information technology (Gordon and Gupta, 2004; Banga, 2005; Verma, 2006; Eichengreen and Gupta, 2010).3 Further, it has been argued that, rapid...
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...SLEPT Analysis of Banking Industry Social Analysis Social environment of an organization plays an important role in the performance of an organization. The analysis which we have done also reveals the vital role of the culture and society in the success or failure of an organization. An organization must carefully observe the cultural and societal forces while performing its operations in that particular area. In our analysis of banking industry of Pakistan we analyzed the following facts : • Banks are open for every one and a person from any social class can utilize their facilities by completing their legal requirements. But majority of banks ( RBS, Samba, Bank Alfalah & UBL ) aretargeting the middle class and upper class. While some banks ( HSBC &Citi bank ) target the business class people and other big parties. • The Pakistani society is becoming more knowledgeable and educated about the latest trends in the world due to which they are readily adapting new technologies . They feel free and comfortable andsecure to use banking services. Most of the people think that the bank is the safest and most secure place for them to keep their money. • In the banking industry of Pakistan most of the players areforeign banks. People are not worried about the nationality of the bank ,they do not like or dislike a bank because of its country of origin. Butwhat people expect is that the foreign banks would provide them more better service as compared to the local banks...
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...Introduction Retail banking is quite broad in nature - it refers to the dealing of commercial banks with individual customers, both on liabilities and assets sides of the balance sheet. Fixed, current / savings accounts on the liabilities side; and mortgages, loans (e.g., personal, housing, auto, and educational) on the assets side, are the more important of the products offered by banks. Related ancillary services include credit cards, or depository services. Today’s retail banking sector is characterized by three basic characteristics: * Multiple products (deposits, credit cards, insurance, investments and securities) * Multiple channels of distribution (call centre, branch, Internet and kiosk) * Multiple customer groups (consumer, small business, and corporate) Retail banking is banking in which banking institutions execute transactions directly with consumers, rather than corporations or other banks. A sound and evolved banking system is essential for sustained economic development. India is one of the fastest growing economies after financial and banking sector reforms since 1991. Banking sector evolution and growth has gone through innumerable twists and turns in the post independence era. Retail banking in the banking industry has always been important in India where banks were nationalized with the objective of reaching the masses. However, the growth in retail banking has been quite prominent retail in the recent years. Retail banking has been facilitated...
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...Term paper On A comparison of financial performance in the Banking sector- some evidence from bank Nifty. Under the guidance of Mr. K. S. Venkateswara Kumar Asst. professor Ch. H. S. Pavan Kumar 10102463 MBA – IV th sem K L University Vaddeswaram Abstract: The research paper analyzes the performance of the selected banks on the basis of the productivity and the profitability that are reflected in the stock prices. There are several dimensions through which an analysis can be done for a stable investment. The fundamental analysis and the technical analysis are the tools used in investment decisions. The fundamental analysis discusses about the industry analysis that gives the financial health of the companies, and the company analysis that gives the information regarding the investors’ preferences decided by the management. The decision making process plays a crucial role in performance of the banks. The price movements and historical trends are considered for technical analysis. By considering both the Fundamental and Technical analyses, a best portfolio can be created. This research paper also takes into account various determinants that influence the performance of a company. Keywords: ROA, PSB, SCP, e-banking. Introduction: The banking sector globally undergone rapid transformation in the recent decades driven by forces of Globalisation and the advent of technology. The Indian banking system is no exception, has undergone significant structural transformation...
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...suffering from immense social, political, economic and environmental issues and these issues need to be addressed for the overall development of this country. However, we all know that the peoples of the whole world are concerned about the environmental degradation, especially the rising of global temperature and thereby melting of glaciers and ice-berg in the polar region and consequently rising of sea level, which will directly affect the low lying countries of the world like Bangladesh. The world conscious people are also concerned about the increase of Green House Gases and Chlorofluorocarbons (CFCs) and thereby depletion of Ozone layer. As such, every person and especially the professionals must have greater role to check the environmental degradation. The contribution of the banking sector is playing significant role to save the environment through their CSR, investment or other activities. To save the environment, Green Management is the great initiative which is taken by bank all over the world. The word „Green Banking‟ is very common concept in the world. Global warming is a great issue in protection of hygienic society. There is high possibility of playing significant role of Green Banking in the global warming issue. The green banking concept is evolved in western countries and now is practiced in most of the countries in the world. It indicates endorsing environment-friendly practices and reducing carbon footprint from banking activities. Green banking is not just another...
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...INTERNATIONAL REVIEW Mathew et al. (2005) analyzed the use of banking technology in United Kingdom by ranking of importance of selected technology on consumer perception of service delivery performance and found that the importance-performance grid demonstrates two factors and their underlying attributes that fall into the “Keep up the good work” quadrant and the other two factors fall into the “Low priority” quadrant. The first two were the areas the organization needs to allocate resources in order to maintain the level of service they provided...
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...80 Int. J Latest Trends Fin. Eco. Sc. Vol-2 No. 1 March 2012 The Impact of Information and Communication Technology on Banks‟ Performance and Customer Service Delivery in the Banking Industry Alhaji Abubakar Aliyu, Rosmaini Bin HJ Tasmin Department of Technology Management Faculty of Technology Management, Business and Entrepreneurships Universiti Tun Hussein Onn Malaysia, 86400, Parit Raja, Batu Pahat, Darul Ta’zim, Johor, Malaysia hp090012@siswa.uthm.edu.my rosmaini@uthm.edu.my Abstract - Information and communication technology (ICT) has become the heart of banking sector, while banking industry is the heart of every robust economy. If it collapses so will the economy. This is absolutely evident from current recession in European banks crises, and in turn. The effect of globalization, competition and innovation in the banking industry by its providers to offer their services makes essential the understanding of how various aspects of consumer behaviour affect the innovation and respond to customer service delivery. Within this context this paper has considered a critical literature review of previous researchers with the objective to examine the impact of Information and Communication Technology on banks performance and customer service delivery. This paper also makes of a critical review of peer reviewed, scholarly and organizational literature regarding the impact of ICT on banks’ performance to examine if banks have successfully achieved effective customer’s service...
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...the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's liberalisation of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995. HDFC Bank is one of the Big Four banks of India, along with: State Bank of India, ICICI Bank and Punjab National Bank. Mission statement: HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. HDFC Bank's business philosophy is based on four core values - Operational Excellence, Customer Focus, Product Leadership and People. PRODUCT VERTICALS HDFC Bank offers a wide range of commercial and transactional banking services and treasury products to wholesale and retail customers. The bank has three key business segments: 1. Wholesale Banking Services The Bank's target market ranges from large, blue-chip manufacturing companies in the Indian corporate to small...
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...where people secure their money and use this institution as a source of possible finance. Banking in the form in which it exists nowadays is comparatively of recent origin. Before the advent of modern banking, direct finance, where the owner of capital deals directly with the user of capital, was the customary mode of transference of funds from savers to investors. Now, banks are engaged in various functions i.e., receiving, collecting, transferring, paying, lending, investing, dealing, exchanging, and servicing money and claims to money both locally and internationally. Bangladesh is a country suffering from immense social, political, economic and environmental issues and these issues need to be addressed for the overall development of this country. However, we all know that the people of the whole world are concerned about the environmental degradation, especially the rising of global temperature and thereby melting of glaciers and ice-berg in the polar region and consequently rising of sea level, which will directly affect the low lying countries of the world like Bangladesh. The world conscious people are also concerned about the increase of Green House Gases and Chlorofluorocarbons (CFCs) and thereby depletion of Ozone layer. As such, every person and especially the professionals must have greater role to check the environmental degradation. The contribution of the banking sector is playing significant role to save the environment...
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...A SURVEY OF THE FACTORS INFLUENCING CUSTOMER SATISFACTION IN ORGANIZATIONS WITHIN THE BANKING SECTOR IN KENYA ONE: INTRODUCTION 1.1 Background to the study Customer satisfaction within the banking institution is measured by many factors, which may or may not be quality related and is the key determinant as to whether a customer will be loyal to the baking service provider (Taylor and Baker, 1994). Satisfied customer will refer other to the same services by word of mouth. In the contrary, unsatisfied customers will seek better service elsewhere, give negative reference to the poor service provider, and blame their former service providers. Therefore, banks must aim at fostering long-term relations with their customers (File and Prince, 1992). Banks need to proposition their services from the operational to marketing aspects such as retail, business and corporate banking, insurance and investment. In order to satisfy each type of customer segments, the banks prefer to subdivide the tasks in different divisions. The Commercial bank of Africa and Barclays banks are examples of diversified banking institution which have been successful in satisfying customer needs even during current global market adjustments (Qin & Prybutok, 2009). In Kenya, customer satisfaction is a bank’s strategy for increasing revenues, since it signifies the retention of customers which is much economical than drawing new customers. There are varied views about what satisfies a customer, given...
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...field and purpose. Banks usually provide its customer intangible services rather than a tangible product; which makes the measurement process of the quality of the provided service is very difficult and complicated due to the nature of services. One of the main criteria to judge the quality of the service is to measure the provided service from the customer’s point of view; this point of view could be presented by the customer’s satisfaction percent. That is why all banks are always looking for new and innovative ways in providing its services to customers and to achieve their satisfaction. This research has been conducted to discuss an important issue that occurs within one of the largest and oldest banks in the United Arab Emirates. It talks about the National Bank of Abu Dhabi (NBAD) and specifically covers the Waiting Time issue and it highlights its impact on the customers’ satisfaction. National Bank of Abu Dhabi conducts continuous customer satisfaction survey to ensure the customers’ satisfaction about its provided service and to identify their needs and expectations. Although the customer satisfaction was in a progressive increasing, the waiting time was always the lowest among the rest of criteria. Improving customer satisfaction in regards to the waiting time could be a challenge for the bank due to the diversity of its provided services and its delivery channels. This required us to look into the bank’s processes and to make a benchmarking with other banks to create...
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...ABSTRACT Electronic banking is a subject receiving great attention in the banking industry and the regulation agencies. It is a driving force that is changing the landscape of the banking industry. It has blurred the boundaries between different financial institutions, enabled new financial, products and services and made existing financial services available in different packages. Some analysis argue that electronic banking is revolutionizing the banking industry, others see it as simply complementing the physical banking branches; irrespective of its own merits there are diverse challenges and problems associated with this form of banking in Nigeria. The main research instruments used are questionnaires and personal interview for staff and customers of various banks, primary and secondary method of data collection were used. The simple frequency percentage was adopted as the statistical measure and hypothesis testing was analyzed using chi-square. In conclusion, the study revealed that electronic banking despite its challenges has led to increased efficiency in banking and its service ,cost-reduction in banks, and reduction of waiting time experience in the banks. The research recommended that banks should follow the stipulated electronic banking guidelines of the central bank of Nigeria. Government should accelerate actions that will enable a good environment and the growth of the banking sector. CHAPTER ONE INTRODUCTION 1.0 BACKGROUND...
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...and Management Vol. 6, No. 8; August 2011 The Influence of Knowledge Management System (KMS) on Enhancing Decision Making Process (DMP) Wafa Mohammed College of Business and Finance, Ahlia University P.O. Box 10878, 1st Floor Gosi Complex Exhibitions Road, Manama, Kingdom of Bahrain Akram Jalal Management Information System Department College of Business and Finance, Ahlia University P.O. Box 10878, 1st Floor Gosi Complex Exhibitions Road, Manama, Kingdom of Bahrain Tel: 973-3838-3411 E-mail: ajalal@ahliauniversity.edu.bh Received: February 25, 2011 Accepted: March 22, 2011 doi:10.5539/ijbm.v6n8p216 Abstract Recently, Knowledge Management System acquires high attention in all sectors, since it is a valuable instrument in improving performance. In this study, an explanatory research on evaluating knowledge management systems will be conducted for the Central Bank of Bahrain (CBB) based on a survey of decision makers working in the Central Bank of Bahrain (CBB). It is our intention to evaluate the impact of implementing the knowledge management system on decision making by evaluating the impact of the knowledge key factors which are the information technology infrastructure, human resource, knowledge sharing and the culture of the organization. The study investigates the relationship between knowledge management and decision making. It reveals that the knowledge management factors are crucial indicators which need to be effectively implemented to make success decisions...
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...2014 The evolution of CSR Reporting in the Banking Sector of Greece An analysis of specific characteristics of CSR Reporting Author Papakostopoulos, Georgios Supervisors Jonnergård, Karin Loft, Anne 2014-10-20 1 2 Abstract Title The evolution of CSR Reporting in the Banking Sector of Greece An analysis of specific characteristics of CSR Reporting. Seminar Date 2014-06-02 Course BUSN69, Degree Project – Accounting and Auditing Author Georgios Papakostopoulos Supervisors Karin Jonnergård and Anne Loft Keywords Banks, CSR, Development, Reporting, Standardisation Purpose This thesis aims to examine the development of CSR reporting in the banking sector. The emphasis is set on a number of characteristics. Trends for standardization will be also examined Methodology The methodology undertaken is generally based on a qualitative research approach through a combination of content analysis with interviews. The research has a partly longitudinal, inductive and comparative character. Theoretical Perspectives The theoretical aspects that were used in the analysis were a combination of the theoretical framework of the Legitimacy, Stakeholder and Institutional theory with the reporting requirements from a number of standards, guidelines, initiatives and indices. Empirical Foundation The empirical material consists from Corporate Social Responsibilities reports that were available...
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...Banking and social media INDEX * Introduction- pg 3-11 * The why and how of social media w.r.t banking- pg 12-24 * International and Indian Examples of social media- pg 25-28 * The grey side of social media usage- pg 29-30 * Suggestions- pg 31 * Conclusions- pg 33-34 Introduction Social media and banking do not seem to have a strong relation at the first look on the topic, but are indeed complexly related in today’s world with the continuous evolution of the banking sector and the huge impact of social media on the masses. While today many international banks are using social media as a connectivity and marketing tool with its customers, Indian banks are also not far behind. ICICI, one of India's biggest banks, already boasts a Facebook app allowing clients to view their account details, check statements and upgrade their debit card, among other activities, but still maintains a cautious attitude to social media strategy. While there is no doubt that social media is all the rage amongst retail and advertisings sectors, it is yet to make major inroads in the financial services and banking sectors. A new report from Ovum, the technology arm of market analyst firm Datamonitor reveals that a majority of banks worldwide aren’t yet ready to embrace social media. Privacy and Data Security are two of the biggest hindrances to mass-scale social media adoption in the banking sector. Moreover, many banks do not think social media gives them an edge to engage...
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