MFS Assignment – 2022-2024

The Assignment topics are given for respective groups.

A brief report (10-12 pages) is to be submitted by January 28 , 2024. The evaluation
will be done on the basis of Report (10%) and class presentation (10%) of duration 10
minutes . Presentations will be conducted on 2-2-2024.

Group 1. Prepare a Report on Customer Satisfaction with banks’ products and services
across all channels of 4 banks. Select 2 Public and 2 Private Sector Banks and interview
5 customers of each bank with a structured questionnaire and include open ended
questions. Conduct 4 mystery shopping exercise in each of the banks’ branches to find
the adherence to code of customer service adopted and mentioned on Bank’s
website ,as well as to document practices and incidents causing customer dissatisfaction
.Give your suggestions.

Group 2 . Prepare a Project Report on importance of Customer Relationship

Management in Banking. Document the CRM practices of 4 Banks. Select 2 Public and 2
Private Sector Banks and interview 4 officials about the status of CRM practices,
implementation, and common problems in practicing CRM. Interview 10 customers of
these banks to know their expectations of CRM practices from Banks and their
assessment on banks’ CRM practices. Give your suggestions.

Group 3 . Prepare an Inventory of customer complaints in Banks (use Banking

Ombudsman site as well as primary data collection from bank branches). Interact with
Bank Executives with semi structured questionnaire . On the basis of the analysis ,
explain the causes of their occurrence and suggest strategies to prevent and resolve
them.

Group 4. Prepare a detailed report comparing Marketing Strategy of Kotak Mahindra

Bank and AU Small Finance Bank covering the following dimensions :
a. Branding and positioning
c. Segment specific strategies
c. Use of Social Media
Group 5. Compare and contrast the Branding and positioning strategy of HDFC Bank
and Indusind Bank. Give your suggestions for improving the branding and positioning
in the emerging realities of India for both the banks .

Group 6. Prepare a report on Social Media in Bank Marketing covering:

a. How Social media is being utilized for bank marketing at present.
b. What are the International best practices in Social Media Marketing in Banking
c. Give your suggestions for Indian Public Sector Banks for effective use of Social
Media in promotion , brand building and service enhancement

Group 7. Study the digital marketing tools and techniques adopted by banks in
promotion of their products . Compare the approach in digital marketing by two public
sector banks and two private sector banks . Provide your suggestions on how digital
marketing can enhance the bank’s customer acquisition, retention and service.

Group 8. Analyze the websites of 2 Public Sector Banks, 2 Private Sector banks, 4 leading
International Banks. Suggest for areas of improvement in website design with objectives
of customer convenience, service experience and product/service selection. What
different areas in web analytics can be applied for these banks to help them in better
targeting and positioning of their services?

Group 9. Compare the promotional strategies for credit cards of two Public Sector banks
and two Private sector banks. How analytics and digital marketing tools like Search
Engine marketing , Search engine optimization , native advertising and Display
advertising can be utilized by banks to acquire customers for credit cards.

Group 10. Whats app banking is in the Preliminary stages in Indian Banking. Conduct a
study exploring the following dimensions for this concept:
1. Leading banks in this and their competencies
2. Challenges and opportunities for banks
3. Customer concerns and expectations
4. Suggestions for product augmentation
 With help of open ended questions interview 20 bank customers on their
awareness, perception , desired products and services , user experience
expectations about this concept.

Group 11. Prepare a report on performance of chatbots adopted by banks in India.

Identify and compare the functionalities , experience quality, information availability by
studying the chatbots of 5 leading Indian Banks and 5 leading foreign banks. Provide
suggestions based on your study for banks.

Group 12. Conduct an analysis of Personal Financial Management services and Peer to
Peer lending provided by fintech apps. What are the technological processes involved?
How banks can effectively adopt the PFM strategy to engage with customers?

Group 13. Study 4 banks providing the Metaverse Banking . Give your findings in terms
of
a. Benefits of Metaverse Banking
b. Status of Metaverse Banking
c. Challenges of Metaverse Banking

Group 14. Study the PM Swanidhi scheme. Assess the inpact of the scheme. Conduct a
survey of 5 Bank officials and 20 beneficiaries in the context. Report the findings on
impact, achievements, concerns and opportunities of the scheme.

Group 15. Conduct a detailed study of how banks are utilizing the social media
platforms viz Facebook, Linkedin and X. Select 2 Indian Public Sector banks , 2 Indian
Small Finance banks and 4 International banks. Analyze on the basis of
a. Objective of use
b. Engagement activities
c. Scope for improvement

Group 16. Study the evolution, enabling technologies, and impact of UPI in India.
Compare the Indian mobile payments scenario with USA and Japan.
Group 17. Cybersecurity is a big concern for bank customers. Analyze the three global
banks that are innovating in utilizing the Social media to educate customers on cyber
security. Identify the best practices and develop suggestions for Indian banks.

Group 18. Study the financial organizations providing the functionality of Buy Now Pay
Later (BNPL). Identify the enabling technologies for BNPL. Assess the opportunities and
threats of BNPL for banks and customers.

Group 19. Study and demonstrate the business model of the mentioned banks in
achieving financial inclusion by leveraging digital technologies:
a. Bandhan Bank
b. AU Small Finance Bank
c. Ujjivan Small Finance Bank