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A Study On Retail Banking On Yes Bank PPT Presentation

This document summarizes a study on retail banking with a focus on Yes Bank. It discusses the objectives of the study, which are to study issues and challenges in retail banking, trends in retail banking, customer satisfaction levels, and the future growth potential of Indian retail banking. It provides an introduction to retail and corporate banking. It also discusses the potential for growth of retail banking in India given changing consumer incomes and spending patterns. The literature review covers several past studies on topics like the role of technology in banking, measuring service quality, and comparing service quality across banks. The document outlines the research methodology used and chapters on data analysis, an overview of the analysis, and the bank's balance sheet. It concludes with suggestions to improve customer understanding

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132 views13 pages

A Study On Retail Banking On Yes Bank PPT Presentation

This document summarizes a study on retail banking with a focus on Yes Bank. It discusses the objectives of the study, which are to study issues and challenges in retail banking, trends in retail banking, customer satisfaction levels, and the future growth potential of Indian retail banking. It provides an introduction to retail and corporate banking. It also discusses the potential for growth of retail banking in India given changing consumer incomes and spending patterns. The literature review covers several past studies on topics like the role of technology in banking, measuring service quality, and comparing service quality across banks. The document outlines the research methodology used and chapters on data analysis, an overview of the analysis, and the bank's balance sheet. It concludes with suggestions to improve customer understanding

Uploaded by

raviteja6303
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© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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“A STUDY

ON RETAIL
BANKING WITH SPECIAL
REFERENCE TO YES BANK
D .VAISHNAVI -22R21E0033
RETAIL BANKING
 What Is Retail Banking?
 Retail banking, also known as consumer banking or
personal banking, is banking that provides financial
services to individual consumers rather than
businesses. Retail banking is a way for individual
consumers to manage their money, have access to
credit, and deposit their funds in a secure manner.
 Services offered by retail banks include checking
and savings accounts, mortgages, personal loans,
credit cards, and certificates of deposit (CDs).
BREIF INTRODUCTION ON YES BANK

 Yes Bank is an Indian bank headquartered in Mumbai, India


and was founded by Rana Kapoor and Ashok Kapoor in 2004
 Stock price: YESBANK (NSE) ₹24.25 -0.50 (-2.02%)
18 Jan, 10:04 am IST - Disclaimer
 Customer service: 1800 1200
 CEO: Prashant Kumar (6 Mar 2020–)
 Founders: Rana Kapoor, Ashok Kapur
 Founded: 2004
 Headquarters: Mumbai
 Capital ratio: 17.9%
 Number of employees: 27,517 (2023
OBJECTIVES OF THE STUDY
 OBJECTIVES
1. To study the issues and challenges in retail banking
2. To study the recent trends in retail banking

3. To ensure high satisfaction level and reduce percentage of


complaints of customers in retail banking.
4. To estimate the future growth of Indian retail banking.
5. To understand Optimization of retail banking channels.

CHAPTER 1: INTRODUCTION

Retail/Personal Banking: This division provides a range of financial services to individual customers and

small companies. It operates mainly through branch networks. Retail banking includes routine transactions
like deposits and withdrawals of money; money transfer; foreign currency exchange and traveller'scheque
encashment. They also deal with personal and small loans, credit and mortgages; insurance policies;
investment schemes; pension funds; and advice to customers on various financial matters. Apart from
offering home loans, car loans, educational loans, consumer loans, etc. they also develop various deposit
schemes and help people fill their coffers.

Corporate Banking: They deal with medium to large-scale companies and government agencies. It could

start at the local branch manager level, though more complex dealings are routed through corporate divisions
of clearing banks and their merchant banking subsidiaries. Corporate banking deals with credit and advances,
trade finance, foreign exchange management, asset management, lease financing of heavy equipment,
infrastructure, machinery, credit risk assessment, etc. They also advise clients on matters such as corporate
mergers and acquisition, raising capital and business strategy regarding competitors and outside factors.
POTENTIAL FOR RETAIL IN INDIA:
IS SKY THE LIMIT

 The Indian players are bullish on the Retail business and this is not totally
unfounded. There are two main reasons behind this. Firstly, it is now
undeniable that the face of the Indian consumer is changing. This is
reflected in a change in the urban household income pattern. The direct
fallout of such a change will be the consumption patterns and hence the
banking habits of Indians, which will now be skewed towards Retail
products. At the same time, India compares pretty poorly with the other
economies of the world that are now becoming comparable in terms of
spending patterns with the opening up of our economy. For instance, while
the total outstanding Retail loans in Taiwan is around 41% of GDP, the
figure in India stands at less than 5%. The comparison with the West is
even more staggering. Another comparison that is natural when comparing
Retail sectors is the use of credit cards. Here also, the potential lies in the
fact that of all the consumer expenditure in India in 2001, less than 1%
was through plastic, the corresponding US figure standing at 18%.
CHAPTER 2: LITERATURE REVIEW

Joseph m. Et al (1999)- The study investigates role of technology on Australian banking sector and 300 customers were surveyed.
the findings suggested that except from convenience/accuracy and efficiency e-banking services did not match with importance
rating specified by customers.

Lassar, Et Al (2000)- The study compared two models, that is, SERVQUAL and technical/functional quality model of technology
using 65 bank customers using SERPERF SCALE. The findings revealed that technical/functional quality model was better than
SERVQUAL because latter was lacking technical dimensions. 2 models were having distinct and unique strength for measuring
service quality aspects

Sureshchandar Et Al (2002).- The study examined relationship between service quality and customer satisfaction in indian banking
sector. these were found to be independent but closely related. Both constructs vary significantly in core services ,human element,
systematization of service delivery, tangibles and social responsibility.

Gani A,Mushtaq Bhatt (2003)- The study is conducted to do a comparative study of service quality of commercial banks and its
dimensions in commercial banks. servqual is used and sample size was 800 customers. the study found out that citi bank and
standard
CHAPTER 3: RESEARCH METHODOLOGY

DATA COLLECTION

Data was collected from two sources-primary and secondary


sources.

1. Primary data collection- The primary data was collected by


means of survey. It was collected from different customers
through questionnaire and through google form.
2. Secondary data collection-This data was collected from
Internet, Company’s websites and Magazines
CHAPTER 4: ANALYSIS
OVERVIEW OF ANALYSIS
STATEMENT OF BALANCE
SHEET
SUGGESTIONS
 Information in the Bank Statement should be more clear, easy to understand and adequate.

 Along with customer satisfaction employee’s participation must be kept active by appraising their salary as they’ll as
their work.

 Frequently customers must be kept delighted by providing them regards and by maintaining customer relationship so that
their interest can be kept maintained.

 The YES bank should focus on business and service portfolio for a reputation of being niche players in the industry.

 The bank should concentrate on few reliable high net worth companies and individuals rather than cater to the mass
market

 As 10% customer response is not good for the clarification of the queries response towards them so bank personnel
should improve this issue because customer is a source through which business can be increase and satisfy customers is a
source to create more customers, with reference to table no.4

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