Online Thesis Search Results

TITLE
DECLARATION
CERTIFICATE
ACKNOWLEDGEMENT
CONTENTS
LIST OF TABLES
LIST OF FIGURES
I. INTRODUCTION
STATEMENT OF THE PROBLEM
SIGNIFICANCE OF THE STUDY
OBJECTIVES OF THE STUDY
CONCEPTS AND DEFINITIONS USED IN THE STUDY
VARIABLES STUDIED
DATABASE AND METHODOLOGY
1.1 Education and Sex profile of Customer Respondents
1.2 Profession and Sex profile of Customer Respondents
1.3 Age and Sex profile of Customers Respondents
1.4 Income and Sex profile of Customer Respondents
1.5 Age and Sex Profile of Banker Respondents
1.6 Length of Service of Banker Respondents
PROCESSING AND ANALYSIS OF DATA
PERIOD OF STUDY
1.7 Educational Qualifications of Banker Respondents
LIMITATIONS OF THE STUDY
PRESENTATION OF THE REPORT
ORNGANISATIONAL PROFILE
1.8 Progress of Indian Banking 1950-2002 (Rs.in Crores)
1.9 Capital Build up of State Bank of Travancore 1.10 Share Holding Pattern of SBT
1.10 Share Holding Pattern of SBT
1.11 Performance of the Bank 1993-2002 (Rs.in Crores)
1.12 SBTS Performance 1993 - 2002: Comparison with ASCB At All India Level
1.13 The Average Business Per Branch and Average Gross Profit per Branch from 1993 -2002 (Rs.in Crores)
1.14 The Category-wise break-up of total deposits for the period 1993 2002 (Rs.in Crores)
1.15 Segment wise Composition of Advances of SBT for the period 1993 2002 (in Crores)
1.16 NRI deposits of SBT 1993-2002
1.17 Business Per Employee and Profit per Employee 1993-2002 (in lakhs)
1.1 Organisational structure for marketing
REFERENCES
II. REVIEW OF LITERATURE
INTRODUCTION
EARLIER STUDIES
Service Marketing
Characteristics of Services
Financial Services Marketing
Bank Marketing
Customer Needs
Products
Place
People
Promotion
Advertising
Image Building
Marketing Communication
Marketing Techniques
Market Segmentation
Technology
Retail Banking
Strategy
Quality of Service
Customer Service
Quick Service
Customer Satisfaction
Customer Loyalty
Relationship Marketing
Internal Marketing
Need for Study
REFERENCES
III. MARKETING OF FINANCIAL SERVICES - THEORETICAL FRAMEWORK
INTRODUCTION
Marketing
Bank Marketing Strategies and Mixes
Forecasting the Marketing Environnient
Trends in Savings in Indian Economy
Marketing Planning in Banks
3.1 Household Savings in Financial Assets (As % of total financial assets)
3.1 Planning arrangement in a Commercial Bank
Marketing Mix
Product
Price
3.2 Banks products
Place
Promotion
Services
Characteristics of Services
Services Marketing Mix
3.2 Service Characteristics and their Implications
3.3 The expanded marketing mix for Services
People
Physical evidence
Financial Services
Customer Service
3.4 The Seven Ps of Bank Marketing
Customer Satisfaction
Customers Defection
3.3 Benefits of Customer Satisfaction and Service Quality
Managing Customer Complaints
3.5 Reasons for Customers Defection
3.4 Comparison of retention and defection motives
Customer Loyalty
3.5 Attachment and behaviour that leads to loyalty segments
Relationship Development
Benefits of Relationship Development
The Process of Relationship Development
3.6 Ladder of Customer Loyalty
Relationship Marketing
3.7 Stages in the Development of Customer Relationships
Relationship Marketing Benefits
Relationship Marketing Strategy
Relationship Marketing and Information Technology
Service Quality
3.8 The Service Quality gap Model
3.9 Linkages between quality, customer service and marketing
Customer Relationship Management
Customer Data management
The Impact of Technology
Internal Marketing
3.10 The Pyramidal Model
3.11 The Service Profit Chain
Training Programs for lnternal Marketing
The Future
REFERENCES
IV. FINANCIAL SERVICES MARKETING TECHNIQUES AND STRATEGIES
Introduction
Customer Needs
Needs of Financial Services Consumer
4.1 Hierarchy of Financial Needs
Criteria for Investment
4.1 Criteria for Investments in Financial Services
Marketing Techniques in Banking
Branch Location and Distribution
Technology
Computerisation
Automated Teller Machines
4.2 Availability of Facilities - Computerisation
Online
4.3 Availability of Facilities -- ATM
4.4 Availability of Facilities -- Online
Telebanking
4.5 Availability of Facilities -- Telebanking
Physical Evidence
4.6 Availability of Technology related products
Comfortable Seating
4.7 Provision of facilities Inside - Comfortable Seating
Single Window
May I Help You Counter
4.8 Provision of facilities Inside -- Single Window
Teller
4.9 Provision of facilities inside - May I Help You Counter
4.10 Availability of Facilities -- Teller
4.2 Provision of Facilities Available inside the Bank: Responses of Customers
Processes
Advice on Maturity of Deposits
Accuracy of Pass books/Statements
Updated Pass books/Statements
4.11 Prompt rendering of Service - Maturity of Deposits
4.12 Prompt rendering of Service - Accuracy of Statements
Standing Instructions
4.13 Prompt rendering of Service - Updated Passbooks / Statements
4.14 Prompt rendering of Service - Standing Instructions
Ancillary Services
4.15 Rendering of services
Safe Custody
4.16 Provision of facilities -- Safe Custody
Safe Deposit Locker
Remittances
4.17 Provision of facilities - Safe Deposit Locker
4.18 Provision of facilities - Remittances
4.19 Ancillary Services
Customer Service
Marketing Strategy
Bank Marketing Strategy
Performance budgeting
Retail Lending
Timeliness of sanction of loan
Repayment of Loans
4.20 Timeliness of sanction of loan
Documentation
4.21 Repayment Period
4.22 Documentation
Security Aspects
4.23 Security Aspects
Mini Marketing Groups
Focussed marketing
Public Relations and Publicity
REFERENCES
V. MARKETING FINANCIAL PRODUCTS AND SERVICES -- AN APPRAISAL
Introduction
Products
Management of Existing Products
Existing products and need satisfaction
5.1 Satisfaction with the Existing Products
5.2 Satisfaction with the Existing Products
Modification of existing products
Innovative Products
5.3 Requirement for New Products / Services
5.1 Requirement for New Products / Services: Responses of Customers
Deposit Products
5.2 Core products and supplementary services - Bank Deposits
5.4 Reasons for Selecting a Bank for Deposits
Loan Products
5.3 Core products and supplementary Services - Bank Loans
Ancillary Services
5.5 Reasons for selecting a bank for Loans
5.4 Core product and supplementary services -Ancillary Services
5.6 Reasons for selecting a bank for Other Services
Factors affecting the adoption of new financial services
5.7 Awareness on Developing New Products / Services
Innovative Products
Awareness on new Products/Services
5.8 Awareness on New Products / Services
Promotional Aspects
5.5 Deposit Planner
Campaigns
5.9 Source of Awareness on Banks products / Services
Relationship Banking
Profession and Number of years of banking
5.10 Association between Profession and Number of Years of Banking
Relationship between Profession and Frequency of visit to the Bank
5.11 Relationship between Profession and Frequency of visit to the Bank
Relationship between Profession and Quality of Service
5.12 Relationship between Profession and Quality of Service
Relationship between Frequency of visit and quality of service
5.13 Relationship between Frequency of visit and quality of service
Relationship between Number of years of banking and Quality of service
5.14 Relationship between Number of years of banking and Quality of service
REFERENCES
VI. INTERNAL MARKETING IN BANKS
Introduction
Internal Marketing
Role of Employees
Training and Development
6.1 Attendance in Training Programmes on Marketing
Marketing Strategy
6.2 Institution where Training attended
Developing New Products/Services
6.3 Opinion on Marketing Strategy
Range of New Products/Services
6.4 Opinion on Developing New Products / Services
6.5 Need for New Products / Services
Promotional Strategy
6.6 Elements of Promotional Strategy
6.1 Elements of Promotional Strategy: Responses of Employees
Awareness on Deposit Schemes
6.7 Awareness on New Deposit Schemes
6.2 Awareness on New Deposit Schemes: Responses of Employees
Awareness on New Loan Schemes
6.8 Awareness on New Loan Schemes
6.3 Awareness on New Loan Schemes: Responses of Employees
Awareness on New Ancillary Sewices Introduced
6.9 Awareness on New Ancillary Services Introduced
6.4 Awareness on New Ancillary Services Provided: Responses of Employees
Pricing Strategy
Branch Network
6.10 Opinion on Existence of Pricing Strategy
Advertising
6.11 Effectiveness of network
Customer Meets
6.12 Promotional Strategies - Advertising
6.13 Promotional Strategies - Customer Meets
Family Meets
6.14 Promotional Strategies - Family Meets
NRI Meets
6.15 Net Inflows under various Non-Resident Deposit Schemes
Customer Contact Campaigns
6.16 Promotional Strategies - NRI Meets
Social Circles
6.17 Promotional Strategies -- Customer Contact Campaigns
Problems in Bank Marketing
6.18 Promotional Strategies -- Social Circles
6.19 Problems faced by Banks for Marketing Products / Services
6.5 Problems faced by Banks for Marketing Products and Services: Responses of Employees
Measurement of Internal Marketing
6.6 Internal Marketing Questionnaire
Internal Marketing Questionnaire
6.20 Measurement of Internal Marketing
Factor Analysis
CONCLUSION
REFERENCES
VII. SUMMARY OF FINDINGS, RECOMMENDATIONS AND CONCLUSION
INTRODUCTION
OBJECTIVES OF THE STUDY
MAJOR FINDINGS OF THE: STUDY
IMPORTANT SUGGESTIONS
CONCLUSION
SUGGESTIONS FOR FURTHER RESEARCH
BIBLIOGRAPHY
LIST OF APPENDICES
APPENDIX I. Interview Schedule for Customers
APPENDIX II. Interview Schedule for Bankers