ON

Bank of Baroda Financial Solution Ltd

“Study on Consumer Behaviour towards Bank of Baroda Financial Solution ltd”.

Submitted in partial fulfilment for the requirement of the award

Post- graduate Degree of

Master of Business Administration

(Batch 2019-21)
Submitted by
Kajal Sharma
MBA III Semester
Enrollment No-1901000001899
Submitted to
Acharya Vishnu Gupt Subharti College of Management & Commerce
SWAMI VIVEKANAND SUBHARTI UNIVERSITY, MEERUT

1
DECLARATION

2
I hereby declare that the Summer Training Project Report titled “Study of
consumer behaviour towards Bank of Baroda financial solution ltd .
Submitted in session 2021-21 to Acharya Vishnu Gupt Subharti College of
Management &Commerce, SVSU, Meerut(UP) in the partial fulfilment for the
award of MBA is an authentic record of my work.
I declare that the work has not been submitted for the award of degree or diploma
anywhere else.

Date:--/--/-- Kajal Sharma

Place:-------- MBA III SEMESTER

ENROLLMENT:1901000001899

ACKNOLEDGEMENT

3
I am sincerely thankful to all those people who have been giving me any kind of assistance in the
making of this project report.

I express my gratitude to who has through her vast experience and knowledge has been able to
guide me, both ably and successfully towards the completion of the project.

I would hereby, make most of the opportunity by expressing my sincere thanks to all my
faculties whose teachings gave me conceptual understanding and clarity of comprehension,
which ultimately made my work more easy. Credit goes to all my friends whose encouragement
kept me in good stead.

Their continuous support has given me the strength and confidence to complete the project
without any difficulty.

KAJAL SHARMA

MBA III SEMESTER

CONTENTS

4
CHAPTERS Page No

1. Company Profile
1.1 Introduction of Bank of Baroda

2. SWOT Analysis

3. Literature Review

4. Research Objective

5. Research Methodology

6. Data Analysis

7. Conclusion

8. Limitations

9. Suggestions

10. Bibliography

11. Annexure

11.1 Questionnaire

INTRODUCTION

5
HISTORY:

In 1908, the bank of Baroda accepted in Baroda city.

Ever since its inception. The Bank became getting higher and enlarge its branches rapidly. At
the take turns of a century, the Bank its being there in 25 countries crosswise the world.

It was originate by the great artistic, the behind Maharaja of Baroda- Sir Sayajirao Gaekwad -III
on 20 July 1908.

Mission- To be top ranking National Bank International standards committed to enlarge

holder’s value throughout apprehension be concerned and competence.

Logo-

logo is a only one of its kind represented of a universal symbol. It comprises dual’s B' that hold

the rays of the rising sun. The Bank calls this the ‘Baroda Sun’. The sun is a bright sign of what
the Bank for. It is the only for the most part controlling basis of daylight and energy. It’s for
reaching rays dispel darkness to illuminate everything they touch.

The Bank next to 13 other commercial banks India, be national on 19 July 1969, with the
Government of India was selected profit of public sector undertaking (PSU).

Bank of Baroda its abroad trip by break its back in 1953 in Mombasa, Kenya seeing as then the
Bank has approach a way in grows to the wide-ranging set-up to serve,Indian around and to the
banking of the tapered population in the country of procedure. In the bank of baroda of a being
there in 25 nation state and 5558 brushwood obliquely the Bank has misrepresented into
‘India’s International Bank.

6
As a lot of banks face been compound with Bank of Baroda so far:

 Hind Bank Ltd(1958)

 New Citizen Bank of India (1961)
 Surat Banking Corporation(1963)
 Tamil Nadu Central Bank (1964)
 Umbergaon People Bank (1964)
 Traders Bank Limited (1988)
 Barely Corporation Bank Ltd (1998)
 State Bank Ltd (2002)
 South Gujarat Local Area Bank Ltd (2004)
 Memon Cooperative Bank Limited (2011)
Headquartered in Vadodara (Baroda), India and Corporate office centered of Mumbai India ,
the Bank total assets in excess of 3.58 creation it India’s largest bank by assets.

also shown a significant improvement with Net NPA ratio their 4.97% in Dec' 17 from5.05% in
Sep’ 17. Current Products and services offered by the Bank

 Personal Banking
 Corporate Banking
 NRI Banking
 Rural & Agri Banking
 Loans – Home, vehicle, learning Personal
 Cards- Credit, Debit, Prepaid
 Wealth Management
 Supply Chain Finance
 Digital Services- Internet Banking, Mobile and other services.
Rebranding in 2005

Even as the Bank expanded its presence – both nationally and in the overseas markets in
2005,it shed its original logo of wheel of industry and there environmental circle and assume a
logo- the Baroda sun.

OLD LOGO OF BANK OF BARODA

7
The Bank was nationalized in 1969. The logo is a private representation of a all-inclusive
symbol. It comprises of‘B' letterforms that hold their waves to sun. call this the Baroda Sun.

Financial Performance

Creature the second of bank in India, the Bank constant player. in service profit of INR 3,650
crore through quarter ended Dec’17 YOY spreading out of 40.66% driven by growth both in
thought and Fee Income. We have also witnessed loan growth with domestic credit registered
YOY growth of 16.38% driven by retail loans growth of 33.37% and within retail loans, home
loan growth of 44.33%. Domestic CASA gain has also higher to 40.57% from 39.22% 1 st quarter
of 2017. Stressed assets / Impaired assets hasCapital Adequacy Ratio of the Bank at 11.55%
continues to be above regulatory norms.

8
 Key Business Indicators
30.06.2003 31.03.2003
(Rs. In Corer)

Total Deposits 65,398.41 66,366.37

Total Advances 33,051.66 35,348.08

Total Investments 33,006.84 30,179.38

Total Assets 76,597.68 76,417.85

Operating Profit 464.91 1,716.63

Net Profit 244.47 772.78

Capital Adequacy Ratio 12.65 12.65

(percentage)

Net Non Performing 3.85 3.72

Assets to Net Advances

(percentage)

Operating profit to 2.43 2.24

working funds

(percentage)

Business Per Employee 244.8 252.31

(Lacs)

BOB FINANCIAL SOLUTIONS LIMITED

“BOB Financial Solutions Limited is a Union Government corporation built-in on 29 Sep,
1994. It is a municipal unlisted corporation and is classified accompany limited by
shares”.

“Company's approved resources stands at Rs 20000.0 lakhs and have 87.5% paid-up
capital which is Rs 17500.0 lakhs”. BOB Financial Solutions Limited last annual general
9
 meet (AGM) happened on 29 Septemer, 2017”.

“BOB Financial Solutions narrow is majorly in Finance business as of last 27 years and
currently, corporation operation are active”. Current board members & directors are
PALAMADAI SUNDARARAJAN JAYAKUMAR, SHARAD SARIN, MANISH ANANT
SHAH, OPINDER KRISHEN KAUL, PURNIMA SATISH RAO, SANJAY MUDALIAR,
RAJNEESH SHARMA, NAVTEJ HAZARA SING.

Company is registered in Mumbai (Maharashtra) Registrar Office. “BOB Financial

Solutions Limited register address is 2nd Floor, Baroda House behind Dewan Shopping
Centre, Jogeswari - West Mumbai MH 400102 IN”.

BOB Financial Solutions Limited Details

CIN U65990MH1994GOI081616
Date of Incorporation 29 Sep,1994
Status Active

10
Company category Company limited by shares
Company Sub-category Union Government company
Company class Public
Business Activity Finance
Authorized Capital 20000.0 lakhs
Paid-up Capital 17500.0 lakhs
Paid-up Capital% 87.5%
Registrar office city Mumbai
Registered State Maharashtra
Registration Number 81616
Registration Date 29 september,1994
Listing Status Unlisted
AGM last held on 29 September,2017
Balance Sheet last updated on 31 March,2016

SWOT ANALYSIS OF BANK OF BARODA

T  Diversified Branch Network

STRENGTH  Complete Banking
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 Strong Capital Position
 Second Largest Bank
STRENGTH:

1. Diversified branch network:  Baroda was being the largest bank of India,to to
recover the diversified of its branch of its network sustains low cost reserve
mobilized. Baroda was there 5330 brushwood during their cities and its into the
rural India too many about of 1964 branched in rural India.

12
 2. Complete Bank – Baroda was their comprise of its portfolio of Banking sector to
its derived financial recover,of main its which are available of their consumer.
3. Strong Capital Position: In Baroda was maintained of consumed capital
infrastructure (CAR) of 13.2% as on March 31, 2016.In bank’s was net worth to
be there INR 305,860 million.
4. Second Largest Bank: In Baroda was second largest bank in India its global
trade at INR 9,578,080 million as on March 31, 2016.

WEAKNESS:

1. High growth in NPAs: In growth of Baroda’s NPAs is outmoded the swelling in

its advanced. In FY2016, BOB’s NPA was 9.9% or sickening advanced.
beginning 0.9% in 2009, the banking NPA have grown-up to 5% in 2016.

2. Low overseas presence:  Baroda is in the peak 25 banks in Asia, yet the bank
is local depending on there Indian market, i.e. 89.6%.

3. Forex Scam : Many employees are the years to be collects in Froe scam who
were operated out of Baroda Bank and HDFC. Even their RBI penalize Baroda
for the froe scrambled which due close to 6000 crones in amount., There was the
scrambled storms banking employees.

OPPORTUNITIES:

1. Transformation to Bank assurance model: Baroda was the vision to

transacted itself on a bank assurance ambitious financial institution.  Baroda has
undertaking into with Andhra banks and a UK based corporation lawful and all-
purpose, to form a life assurance corporation call India First Life assurance. The
replica may give way consequences in the extended of Bank of Baroda.

13
2. Favourable interest rate policies: Improving the business of their confidence in
India was driven RBI to entrance from an expansion financial strategy (low
interest) towards a more calibrate fiscal policy.
3. Increasing technology of adoption: Online currency business are in advance
esteem, specially behind the budge of demonetization and begin of platform
similar to BHIM app. The growing use of E-transactions allowed BOB to improve
the return on expertise spends.
4. Bank Audits – conduct depository audit be able to help HDFC in avoid the scam
occurrence inside brushwood. still for the duration of demonetization, there be
quite a few scams which surfaced. “Bank audit resolve stay human resources in
verify and resolve boost the in all-purpose standing of the brand name”.

THREATS:

1. Intensifying Competition: RBI have permissible strange banks to spend up to

74% in Indian banking. This allows hostility to move up funds from the out of the
country banking and present competition to reachable great municipal and
personal subdivision bank in India.
2. Lukewarm global interbank lending: position the sub-prime crisis, the
international marketplace for interbank lend have been dead. The sub-prime
adversity have exposed a range of bank organization of US, UK and a lot of
European country. This has complete raise cash in overseas currency all the
more easier said than done for the accessible banking.
3. Private banks – confidential banks are a main participant to management bank
due to services provide and for the reason that of their far above the ground
functionality of hush-hush banking over administration ones.

CREDIT CARDS OF BOB FINANCIAL SOLUTION LTD

14
WHAT IS CREDIT CARD ?

 A Credit card is issued by a Bank or an NBFC, like BFSL

 Credit cards are designed to pay for purchase in shops or online world-wide.
 Credit card can also be used for withdrawing cash from an ATM.

15
 Credit cards come with a credit limit i.e. total amount available to customer for making
payments using credit card.
 Customer can find details of all transactions done using a credit card in monthly credit
card statement along with following details
-MAD Minimum amount due i.e minimum amount customer must pay
- Last payment date- date by which customer shall pay atleast MAD to card issuer.
 If customer doesn’t pay complete amount due each month, customer will be
charged interest on the amount on the card.

16
 CREDIT CARD Vs DEBIT CARD

Similarities Differences

 Both are plastic  Usage limit: Debit card

money can be used up to
 Both can be used for balance available in
shopping & Cash account whereas CC
withdrawal usage can be maximum
 Both have some or up to credit limit
the other rewards allocated.
program  CC customer receive
monthly usage
statement and need to
settle the dues before
due date to avoid late
fee and interest charge
 s

17
Advantages to customer

 Interest without charge credit period of up to 50 days

 Increase purchase power
 Reward Points on every purchase
 World- wide acceptance
 Exclusive offers & benefits
 Emergency cash assistance

18
Network Partners

 BFSL credit cards are issued on Visa & MasterCard networks.

 They process payments between banks and merchants for purchase for merchants for
purchase made with credit card.
 Visa & MasterCard make money by changing merchants and businesses a fee for
accepting their card as a method of payment.
 These firms don’t consider themselves financial companies; instead, visa refers to itself
as a payment technology company and MasterCard prefers to be called a technology
company in global payments industry.

19
INTRODUCTION TO BFSL CREDIT CARDS

20
21
 PREMIER CREDIT CARD

 Annual income :Rs 4,80,000 to 7,20,000

 Min. Credit Limit: Rs 50,000
Annual Fee: Rs 750
Fee waiver criteria:
First year: Rs 7500 in first 60 days
Second year: Rs 70,000 in a year
Key Features
 1 Reward points for every Rs.100 spent
 5X i.e. 5 reward points on every Rs100 spent on utility, Dining &
Online(Max.1000 RP per month)
 1 Reward Point=Rs. 0.25
 1000 Bonus reward points on making 5 transactions of Rs1000 each
every month
 Fuel surcharge waiver (Max. Rs.250) on Fuel transactions between Rs.
400-Rs5000

22
 SELECT CREDIT CARD

 Annual income: Rs, 4,80,000 to Rs 7,20,000

 Min. Credit limit : Rs. 50,000
Annual Fee: Rs.750
Fee waiver criteria:
First year: Rs7500 in first 60days
Second year onwards: Rs 70,000 in a year
Key Features
 1 Reward points for every Rs.100 Spent
 5X i.e.5 reward points on every Rs.100 spent on utility, Dining &
Online (Max.1000 RP per month)
 1 Reward Point = Rs.0.25
 1000 Bonus reward points for every month
 Fuel surcharge waiver
 Zero annual fees basis card usage.

23
 EASY CREDIT CARD

 Annual income: Rs 3,00,000 to 4,80,000 (self-employed: Min 3.6 Lakhs

 Min. Credit limit: Rs. 25,000 to 50,000
Annual Fee: Rs 500
Fee waiver criteria:
First year: Rs. 6000 in first 60 days
Second year onwards: Rs. 35,000 in a year
Key Features

 5X i.e. 5 Reward Points for every Rs. 100 spent on Grocery, Departmental stores,
Movies spends
 1 reward point for every Rs. 100 spent on other categories
 0.5% Cash back on card bill payment
 Fuel Surcharge Waiver
 Zero annual fees basis card usage.

24
 PRIME CREDIT CARD

 FD Backed Credit card

 Min. FD amount of Rs. 15000
 Credit limit: Up to 80% of FD amount

Annual Fee: Not applicable

Key Features

 4 Reward points for every Rs.100 spent

 1 Reward point= Rs. 0.25, thus customer gets 1% cashback in the
form of reward points on all spends
 Fuel surcharge waiver (Max. Rs.250) on all fuel transactions between
Rs. 400- Rs.5000.

25
OTHER BENEFIT
 Interest free credit period of up to 50 days
 Up to 3 complimentary add on credit cards for family members like parents,
spouse, siblings and children
 EMI Option :Convert purchase of more than Rs 2,500 in EMI of 6 or 12 months
 Complimentary Accidental death insurance

26
27
 PRODUCTS AND SERVICES OF THE BANK

BOB has a extensive variety of products and overhaul that get together diverse obligation of its
huge purchaser bottom. Numerals of harvest provide by Baroda in banking are as follows:

PERSONAL:

 Deposit
 Gen-Next Service
 sell Loans
 Credit Cards
 Debit Cards
 air force
 Lockers

BUSSINESS:

 Deposit
 loan and advance
 armed forces
 Lock

COMMERCIAL:

 Lock

OTHER SERVICES:

 Internet bank
 movable Banking
 ATM / Debit Cards
 DEMAT
 Railing receipt

28
SUBSIDIARIES OF BANK OF BARODA

Baroda was recognized being there in all the main area of bank counting home money,
recognition asset organization and resources market from end to end its a variety of subsidiary
which purpose in synergy through the depository. This branch out company spaces the
gathering in a situation to be in motion towards the impression of worldwide Bank.

Following are the Domestic Subsidiaries of BOB

 BOB CARDS Ltd

 BOB Money Markets Ltd
 Neonatal Bank Ltd
 BOB Home money Ltd
 BOB Asset organization corporation ltd
BOB has subsequent worldwide subsidiary
 Baroda(Botswana) Ltd
 Baroda(Kenya) Ltd
 Baroda ( Hong Kong) Ltd
 Baroda (Guyana) Inc
 Baroda(UK) Ltd

29
 MARKET MAPPING REPORT

Cities: Gajraula (Amroha)

Index

1. City Specifics

2. Competition Mapping

3. Customer Demographics

4. Customer Spending Behavior

5. Customer Credit Card Usage

6. Market Opportunity – SWOT Analysis

7. Final Recommendation

30
City Background

Origin: The city was Founded by Thakur Jai Ram Singh Ji ( Babu ji ). Named for Raja gaj Singh.

Economic Background (main profession of people): Gajraula is a city and municipal board in
Amroha district in the state of Uttar Pradesh , India. It is located on NH24 highway connecting
Uttarakhand and cities such as Bareilly and Lucknow via Delhi. It is an important industrial city
of Uttar Pradesh with some named multinationals like Jubilant Life Sciences, RACL Geartech
,Iseaeli PharmaTeva API etc and important higher educational institutions like Venkateshwara

31
University and colleges are there.

32
 COMPETITION MAPPING

(Secondary Research & Market Channel Checks)

Paramet HDFC SBI Cards ICICI Axis Citib RBL Kotak Punja IndusInd
ers/ Bank and Bank Bank ank Bank Mahin b Bank
Competi Ltd. Payment Limit Limited Indi Ltd dra Nation
tors Services ed a Bank al
Limited Limite Bank
d

No of 1 1 1 1 - - - 1 -
Branches
Market Yes Yes Yes Yes - - - - -
Presence
(Yes/No)
Active 25% 30% 15% 10% - - - - -
Card
User
Revenue
per 15000 
10750   24660 9750  _ _  _  _  _ 
month(in
INR)
Average
Card
spent per 20000 
 40000 60000  15000  _  _  _  _  _ 
customer
(monthly
)
Card  Platinum  Signa
Type ,Save ture
Sold  Master Master Credit  Platinu
Card Card Card m   _ _   _   _   _

33
34
 Customer Demographics
(Secondary Research & Market Channel Checks)

Population Size In figures  55048.00

Working % of Population 81% 

Non Working % of Population  19%

Average Salary (monthly) in INR  20000

Average Expense (monthly) in INR  8000-10000

Average Credit Card Spend

in INR  10000-15000
(monthly)

Age
18-25  30%
(as % of population)

Gender
25-40  30%
(as % of population)

Social Status
(as % of population) 40-60  26%

35
 Customer Survey (Sample Size & Demographics)

% Of Gender
Male Female

47%

53%

36
 Customer Behaviour

Customer Behaviour on Credit Card Spend

25
20
15
10
5
0
00 00 00 00 e r
0 50 00 00 sw
10 2 5 5 n
an 00- 00- an o
a
s th 00 50 th
o tt
s 1 2 e
Le or e rn
M
ref
P

37
 Customer Credit Card Usage

Age and no of card users

16
14
12
10
8
6
4
2
0
18-25 25-40 25-60 above60

Active Card User

13 HDFC BankLtd.
31 SBI Services Ltd
19 % % ICICI Bank Ltd
%
Axis Bank Ltd
38
%

38
1
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cle
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4
k
m
ti
p
q
tt
b
td
L3
RW
N
K
A
E
Market Opportunity – SWOT Analysis

Ma
rk 39
 FINAL RECOMMENDATION

Credit card offers are all over, and it doesn't take much to qualify. In fact, as long as you are
over 21, you can take credit card. In Gajraula many banks provide credit card and services
and once you receive your card, make small purchases that you know you can pay off before
interest starting accruing. A different way you can set aside money on interest by a credit card.
there is no denying that credit cards are a popular form of payment and if you need to make a
large purchase such as a vehicle is a perfect way to get a low interest loan and save money.

Survey Link -BOB Financial Solutions Limited GOOGLE FORM

https://docs.google.com/forms/d/e/1FAIpQLSe9ZMNQ9zHza1AHfeSti_7-
mMCWrgn4NRMyJ-Ggn_DdHJ22Wg/viewform?vc=0&c=0&w=1&usp=mail_form_link

40
 LITERATURE REVIEW

Banking scheme occupy an important place is a nation economy. A

Banking association is very important in a contemporary society. It is
the stage of crucial role in the financial development of a situation
and form the center of the currency market in an elevated nation.
In India, though the money market is still characterised by the,

existence of both the organized and the unorganized segments.

Institution in the organized money market has grown significantly is

in performance an ever more important job. The unorganized sector,

comprise the currency-lenders; also original bankers.Amongst the

institutions in the organized sector of the money market; commercial

banks and co-operative banks pave been in existence for the past

several decades. The provincial Rural Banks come into survival seeing

as the central point of seventies. Thus, with the extraordinary

ecological extension of the profitable banks and the setting up the

provincial Rural Banks during the current past, the organized sector

of money market has penetrated into rural areas as well.

Besides the aforesaid institutions

In the ground of manufacturing finance the industrialized

Development Bank, India (IDBI), position up in 1964. is the apex

bank, which undertakes. asides direct financing of big industrial

projects. “Reefing of term granted by other financial institutions

including the commercial banks”. There are two important all India

institutions in the trade Finance Corporation of India Ltd. (IFCI) arid.

manufacturing Credit arid asset business of India (ICICI) as

well, the condition Financial Corporation’s (SFCs) and condition

41
manufacturing growth corporation (SIDCs) contain to set up to
meet the, equipment of small and medium scale industries in the
respective states. Industrial Re-on striation Bank of India
(IRBI); carry back to normally the trade units which fall sick. In
March 1997 it be re-named as India Industrial speculation Bank
of India and connected the position of full-fledged expansion
monetary institution. undersized Industries Development Bank
of India was situate up in 1990 as a secondary of Industrial
Development Bank of India to provide ex-elusively to the
supplies of the miniature Scale Sector in the state. It was
aberrant fromBank. All these institution, occupied as they be in
the commission of expansion, are at the present chosen as
'expansion bank' which are distinct from the traditional
commercial banks. Development bank has had its origin ill the
post-independence phase in India and has contribute
considerably to the industrial expansion of the country during
this period. A a small number of specialist expansion financial
institution include also be set up in India e.g., Indian Railway
Finance Corporation, authority Finance business of India,
Tourism money Corporation.

42
 RESEARCH OBJECTIVE

 .Main objective of the study is to know the “Product and service of Bank of Baroda”
 To study various retail loan products provided by Bank of Baroda.
 To study the satisfaction level of customer towards the Banking services their customer.
 To identify the strategies of bank to satisfy.
 Banking and finance can be called as the nerves of any economic system as they
accelerate the process of economic development through canalization of adequate
finance.

43
 RESEARCH METHODOLOGY

Examine is one of the mainly important parts of any revise and pertains to the collects of in
sequence and knowledge. Marketing examine is defined as the orderly design, collects, analysis
and coverage of data and result relevant to a detailed marketing situation face the company.

My project have been urban on has base of mutually exploratory and expressive research. The
examine process depends upon on the rise the most well-organized plan for assembly the needful
in sequence. Designing a research plan calls for decision on the data sources, research
approaches research instrument, sampling plan and contact methods.

PRIMARY DATA

 Primary data has been collected through customer in the Branch.

SECONDARY DATA

 Secondary data collected from Circular of the Bank

Secondary data are taken many book and articles of news. For my project work it was collected
through the help of various directories of various association newspaper website etc.

44
RESEARCH PLAN
The research conduct was investigative in personality and the goal was to

assemble beginning data to discard light on the real nature of problems and

to suggest possible solutions or new ideas. It involve in receipt of a feel of

the location and lays stress on the finding of ideas and likely insights.

DATA SOURCES
The research preserve call for meeting secondary data, primary data.

Secondary data is the facts that was composed from one more reason and

already exist anywhere. Primary data is gather for a explicit purpose and is

together by the examiner himself.

The data used in this mission is primary data collects from the a variety of
respondents. Secondary data offered in different books and product register
was also used in compile the report.

DATA COLLECTION FORM

For the reason of this project, a survey was measured to collect data. The
survey was non-disguised since the purpose was conveyed to the
respondents previous to asking for their response. The question were
planned open for common information and closed for collect specific in order.

SAMPLING PLAN
The sample unit comprise of the people there in the various twigs of the

BANK OF BARODA. The sample size taken for the study was fifty which. The

sample were chosen on the source of random sample and these respondents

belong to middle and upper class rewarded and self-employed people,

45
students, professional and housewives. The surveyed respondents belonged

to the age of 18 years and above.

46
 DATA ANALYSIS

METHODS OF FINANCIAL DATA ANALYSIS

A amount of method can be second-hand for the reason of examination of monetary statement.
These be as well expression as procedure to begin of fiscal psychiatry. Out of these, a venture
can desire persons technique which are fitting to its prerequisite. The primary techniques of
financial examination are:

 Ratio study
 Relative Financial Statement
 Movement Analysis
 Cash Flow examination
 Common dimension Statement

RATIO ANALYSIS

Ratio investigation is a outward show of profitable proclamation examination with the

aspire of is second-hand to get your hands on a abrupt suggestion of a dense fiscal
arrangement in more than a few input area. It compare association among monetary
statement financial records to recognize the muscle and weak spot of a friendship.

COMPARATIVE FINANCIAL STATEMENTS

In time of financial statement form for two or more existence are to be establish side-side to
create likely appraisal these are called “proportional fiscal statement”

TREND ANALYSIS

47
Trend analysis are very useful is manufacture relative revise of the fiscal statement for a numeral
of existence. These designate the course of pressure group in surplus of a onlg time and assist an
psychoanalyst of monetary report to shape an estimation as to whether constructive or critical
tendency encompass expansion. This helps in prospect forecasts of a variety of items.

ANALYSIS

1. It be found that the Savings Bank account system existing by the bank
enjoy the maximum wakefulness level followed by Cards. though, scheme
like Bank at campus and Business multiplier be rated low on the
responsiveness scale.

Percentage

100%

50% Percentage

0%
L v n s
SB BM RD FD KB PP C BC In O er
th
O

48
2. As far as the usage level of the various offerings of the bank was
considered the savings bank account was rated the highest followed by
Cards.

Usage level

0.8
0.6
0.4 Usage level
0.2
0
L v e s
SB BM RD FD KB PP C BC In in er
nl th
O O

3. well-located timings of the bank emerge to be the the majority crucial

factor affecting the choice of the bank followed by immediacy and select
service.

0.35
0.3
0.25
0.2
0.15
0.1
0.05
0
Proximity Convenient Exclusive Competent Office
timings service staff

49
4. Advertisements be found to be the the majority important factor influence
consumers’ consciousness towards the bank’s contributions follow by the
consumers’ visit to the bank.

Factors

Visits
Advertisements
Peer/Family
Others

5.Problems in in commission accounts and accessing online services

emerged to be the important factors affecting the satisfaction level of the
consumers. However, around 41% of the sample surveyed was found to be
totally satisfied with the bank’s services and did not complain of any
problem.

0.2
0.15
0.1
%age
0.05
0
Accessing onl...
Incompetent s...

Sluggish resp...

Insensitive staff

Operating acc...

* Sluggish respond = long for the future times at the bank (cash, paytm,
opening new accounts)

50
*” account operation =late credit of cheques” delayed reception of debit
cards, cheque books and monthly statements )

 Staff = incompetent and insensitive.

6. Respondents suggested various improvements in Bank Of Baroda’s present services. Some

of them are listed below:

a. ATM’s-A majority of respondents suggested more number of ATM’s to

be opened esp. in the college campuses and small cities. It was also
recommended that the bank be supposed to acquire steps to decrease
incidence of money scarcity on the ATMs.

b. Inadequate staff - A large number of respondents felt that the staff in

the branch is less due to which a lot of time is consumed. In addition it
was felt that the workers should be on time in resolve the customers
problems.

c. Increase in counters- A lot of respondents felt that multiple counters

(esp cash and DD/PO ) should be opened so as to reduce the servicing
time and give personalized service to the customers.

d. It was feel so as to the depository be supposed to decrease the

occasion it takes intended for tuque payment and compilation. currency
move from side to side anywhere bank to other metropolis takes
extended occasion and a lot of go at the back up with division.

e. Less attention speed and charge – A mass of the respondent feel so as

to the attention speed emotional by the store on cards and a personal
loan is high as compare to the competitor and be supposed to be
abridged.

f. It was suggested to make the bank statements more clear and simple,
which could be easily understood .It was also suggested that the mini
statements issued by the bank, should state all relevant transactions.

51
g. It was revealed that a lot of consumers wanted the bank to devise a
method, which would enable users to get their account status through
SMS and Email.

h. The respondents complained that the branches did not have adequate
space to enable visitors to move easily without feeling suffocated. It was
also feel that a few undergrowth did not encompass an sufficient parking
space. The respondents felt that the establishment should pay more
attention into the matter.

i. as well it be felt with the intention of the numeral of lockers per bough
be supposed to be increased.

7. The respondents optional the following new army that the bank should
regard as to launch. Some of the suggestions are listed below:

a. Online customer service

b. characteristic of account-to-explanation move in ATMs ( 3 rd party)

c. Additional MEs which accept store Of Baroda Bank credit/debit cards.

d. To construct money on hand on require at persons twigs

anywhere ATMs are not to be had.

e. Increase in daily withdrawal limit over ATMs ( from Rs 15000 to 25000

per day )

f. Information of new schemes and product launches by mail.

g. Improvements in inter city funds transfer service.

h. ATM card retrieval through any other means than going to the branch.

i. Launch more branches esp. in state adjacent to borders

9.83%(approx) of the sample surveyed was willing to recommend Bank Of

Baroda’s services to its peer and family.

52
 Willingness to recommend

1
0.8
0.6
0.4
0.2
0
1 2

To study the customer preference and satisfaction, the aim audience has
been generally separated into two groups-Self in employment and Salaried.
“This is completed so as to find whether (and to what extent) the factor
affecting customer satisfaction varies with profession and income”. The
findings of the study are presented:

53
 COMPARATIVE STUDY OF TWO GROUPS

I. Self employed
Demographic profile-

Age:

18-24 years: 04 respondents

24-30 years: 08 respondents

30yrs &above: 14respondents

Sex:

No of males: 19

No of females: 07 respondents

Income:

Below Rs. 2lac pa: 06 respondents

Rs. 2-4 lac pa: 06 respondents

Rs.4-6 lac pa: 10 respondents

Rs. 6 lac &above: 04 respondents

II. Salaried:

Demographic profile

Age:
18-24 years: 07respondents
24-30 years: 10respondents
30yrs &above: 07 respondents
Sex:
Males: 16 respondents
Females: 08 respondents

54
Income:
Below Rs. 2lac pa: 11 respondents
Rs. 2-4 lac pa: 09 respondents

Rs.4-6 lac pa: 2 respondents

Rs. 6 lac &above: 2 respondents

1. A comparative study of the awareness level of the two groups

regarding the various schemes of the bank.

200

150

100 Self employed

Salaried
50

0
SB BM RD FD KB PP C L BC Inv On

55
2. A comparative study of the usage level of the respondents of the
two groups .

150

100
Self employed
50 Salaried

0
L v n s
SB BM RD FD KB PP
C
BC In O er
th
O

3. A comparative study of the respondents of the two groups using

Bank Of Baroda as their primary bank.

100%
80%
60% Yes
40% No

20%
0%
Salaried Self employed

56
4. A comparative study of the factors influencing consumers’ awareness.

50

40
Salaried
30
Self employed
20

10

0
Visits to ICICI Advertisement Peer/Family Office

5. A relative study of the troubles face by the two group whereas

access the bank’s services.

40
30 Salaried
20 Self employed

10
0

57
FINDINGS

 There are only 19.6% respondents who took education loan from Bank of Baroda.
 There are 86.5% customers have awareness regarding no hidden charges of
Banks.
 BOB should take an initiative to achieve their future goals and plans.
 BOB must increase the percentage of loan amount on the fixed deposits.
 Capacity building is another area where BOB has to invest significantly.

58
 CONCLUSION

To bring to a close banking sector is the spinal article of more than a few economy.
armed forces accessible by them a extended method in up liftmen of the civilization. In
this human being kind of far above the soil opposition wherever bank too face very tall
antagonism, if has to tolerate has to dish up its customer to the most excellent of their
itself.

We come to know this project that BANK OF BARODA HAS COMPLETED 100
YEARS SUCCESSIVELY. Importance of the documentation of the bank. services of
bank and what are the military this bank provide from another bank. This bank has the
overseas branches outside India and has near about 3000 branches thought out the world.
These banks requires fewer documents and minimize the work to their employees and
customer. They provide free hospitals services and insurance policies.

BANK OF BARODA is the 3rd largest bank in INDIA. Its Moto is banking with passion

59
 LIMITATIIONS

 The project is based only on the information provided by annual reports which are
themselves subjected to serious limitations. Relation also suffer from some limitations as
well as consequently the same limitations may reflect in the project.
 The project has been done by taking into consideration the annual reports of only five
years.
 Capital adequacy ratio not calculated because of lack of information.
 The study was conduct in discriminating area because of constrait of point in time and
resources. So the findings cannot be widespread or clain awaiting more explore have
been carried out.

60
 SUGGESTION

 BOB has to reduce its rate of interest to increase its customers.

 Make aware customer about the least processing charges of BOB rather than other bank.
 Bank should increase its investment more in less risky assets like Government Securities,
Approved securities, bond and debentures.
 Should invest in companies with high credit rating and higher return and comparative
lower risk.
 Though bank is having a good yield to investment, but it should decrease its investment
in risky assets, like shares, Mutual Fund units to some extent in order to mitigate the
market volatility.
 BOB must increase the percentage of loan amount on the fixed deposits.
The bank should adopt a procedure of obtaining details of loans from other bank before
sanctioning credit, BOB should insist on a clearance certificate stating that no loan is
overdue to any bank of institu

61
 BIBLIOGRAPHY

 www.bankofbaroda.co.in
 www.moneycontrol.com
 www.wikipedia.com
 www.money.rediff.com

62
ANNEXURE

63
 CUSTOMER QUESTIONNAIRE

Market Survey - Credit Card Usage Pattern

MARKET SURVEY

1. Name-
2. City-
3. State-
4. Age-
5. Gender-
6. Education-
o Matriculate
o Higher Secondary
o Diploma
o Graduate
o Post Graduate
o Other
7. Occupation-
o Salaried
o Self-Employed
o Retired
o Other
8. What is your family income?
o Less Than 5 Lakh
o 5 Lakh - 10 Lakh
o 10 Lakh - 15 Lakh
o 15 Lakh - 25 Lakh
o More Than 25 Lakh
o Prefer Not to Answer

64
9. How many times you go for shopping at malls
in a month?
o 0-2times
o 3-4times
o 5 or more
10. How many times you do online shopping in
a month?
o 0-2times
o 3-4times
o 5 or times
11. How many times you go for watching
movies at the theater in a month?
o 0-2times
o 3-4times
o 5 or times
12. How many times you go for dining outside
in a month?
o 0-2times
o 3-4times
o 5 or times
13. How many time do you go for holiday within
India?
o Less than once in 2 years
o Once every 2 year
o Twice every year
o More than 2 time in a year
o More than 2 time in a year

65
14. How many time do you go for holiday
outside India?
o Less than once in 2 years
o Once every 2 year
o Twice every year
o More than 2 time in a year
o More than 2 time in a year
15. What all items do you own?
o Two Wheeler
o Four Wheeler
o Fridge
o Television
o Washing Machine
o Laptop
o Computer
16. Do you own credit card?
o Yes
o No
17. What are benefits of credit card usage?
o Free 45 Days Revolving Credit
o Offers and Discounts
o Reward Points for regular spend
o Ability to convert big purchases to EMI
o Airport Lounge Access
o None

66
18. Which all benefits have you availed in last 1
year?
o Free 45 Days Revolving Credit
o Offers and Discounts
o Reward Points for regular spend
o Ability to convert big purchases to EMI
o Airport Lounge Access
o None
o I don’t own credit card
19. How many times do you use credit card in a
month?
o 0-2
o 2-5
o 5-10
o More than 10
o I don’t own credit card
20. What is your monthly credit card spend?
o Less than 10000
o 10000-25000
o More than 50000
o Prefer not to answer
21. Select the areas of your spent through
credit card.
o Online Shopping
o Movie Ticket Purchase
o Supermarkets
67
 o Petrol Pumps
o Dining
o Travel Ticket Purchase
o Rent
o Other
22. How did you apply for the credit card?
o I applied for it
o I applied for through bank representation
o It was given to me by my organization
o I use a supplementary card
o Not applicable
23. Issuing Bank
Very important
o1
o2
o3
o4
o5
Not important at all
24. Reward Rate and Reward redemption options
Very important
o1
o2
o3
o4
o5
Not important at all
25. Joining Fee
Very important

68
 o 1
o 2
o 3
o 4
o 5
Not important at all
26. Annual Fee
Very important
o1
o2
o3
o4
o5
Not important at all
27. Rate of Interest on Revolving Credit
Very important
o1
o2
o3
o4
o5
Not important at all
28. Complimentary Airport lounge Aceess
Very important
o1
o2
o3
o4
o5

69
 Not important at all
29. Customers Service and ease of access
Very important
o1
o2
o3
o4
o5
Not important at all
30. Concierge Service
Very important
o1
o2
o3
o4
o5
Not important at all
31. Card Design
Very important
o1
o2
o3
o4
o5
Not important at all
32. Application Process
Very important
o1
o2
o3
70
 o4
o5
Not important at all
33. Other(Please Specify)
…………………….

34. Redemption catalog with multiple options

Very important
o1
o2
o3
o4
o5
Not important at all
35. Shopping Vouchers like Big Bazaar, Pantaloon,
Make Trip etc.
Very important
o1
o2
o3
o4
o5
Not important at all
36. Digital Wallet Credit Vouchers like Pay tm
Amazon pay
Very important
o1

71
 o2
o3
o4
o5
Not important at all

37. Conversion to air miles

Very important
o1
o2
o3
o4
o5
Not important at all
38. Statement Credit (Paying Credit Card Bill using
reward points)
Very important
o1
o2
o3
o4
o5
Not important at all
39. Other
…………………….
40. While taking your last credit card, did you?

72
o Compared cards offered by multiple
banks/companies
o Went with a suggestion of friends/family
o Took the card basis the recommendation of card
representative
o Just respondent to invitation of specific card
o Other (please specify)

73
41. What is most important reason which will deter
you from getting credit card.
o Don’t Know how to get
o Don’t Know any benefit of credit card
o Concerns regarding security
o No one ever approached
o Other (Please specify)
42. Will you consider changing your lead card if you
get a card with better features?
o Yes
o No
o May be

74