Online Thesis Search Results

TITLE
DECLARATION
CERTIFICATE
ACKNOWLEDGEMENT
CONTENTS
LIST OF TABLES
ABBREVIATIONS
I. Design of the study
INTRODUCTION
Marketing and selling
Service Marketing
Marketing of financial services by banks.
Statement of the problem
Objectives of the study
Methodology of the study
Scope of the study
Limitations of the study
CHAPTERISATION
References
II. Review of Literature
Introduction
CONCLUSION
References
III. Theoretical Framework of Bank Marketing
Introduction
Mnrketing as Applied to Banks
Concept of Bank Marketing
Intangibility
Inseparability
Heterogeneity
Perishability
Lack of special identity
Wide range of products/services
Strategic planning
Marketing planing
Situation Analysis
Marketing objectives
Marketing Strategy
Formulation of Strategy
Market Segmentation
Variables of Market Segmentations
Segmentation of Corporate and Retail markets.
Marketing Mix
Product
Pricing
Promotion
Place
People
Process/procedures
Physical evidence
Product Positioning Strategy
Notes and references
IV. Historical Development of Bank Marketing
Introduction
Evolution of Bank Marketing in U S A
Evolution of Bank Marketing in UK
Bank Marketing in Japan
Bank Marketing in India
Banking development in Kerala
4.1 Progress of Commercial Banks in India Over the Years
A brief profile of sample banks
4.2 Progress of Banking in Kerala (1988-1998)
State Bank of India
The South Indian Bank Ltd.
4.3 Performance Indicators of State Bank of India (1991-1996)
Thrissur District Co-operative Bank
4.4 The progress Statement of South India Bank Ltd. During the Period 1969-1997
4.5 Growth of Thrissur District Co-operative Bank Over the years
References
V. Evaluation of Customer Service
INTRODUCTION
GENERAL INFORMATION
Occupation - wise classification of respondents
5.1 Occupation-wise classification of respondents
Sex - wise classification of respondants
Age-wise classification
5.2 Sex-wise classification of respondents
5.3 Age Group Distribution of Respondents
Education - wise classification
5.4 Education of Respondents (Bank-wise)
Income wise clasification
5.5 Education of Respondents (Occupation-wise)
5.6 Income wise Distribution of respondents (Bank wise)
Banking habits
5.7 Income wise Distribution of respondents (Occupation- wise)
Types of accounts maintained
5.8 Types of Accounts Maintained by the respondents (Bank wise)
5.9 Types of Accounts Maintained by the respondents (Occupation wise)
Duration of accounts maintained
5.10 Duration of Accounts Maintained by the Respondents ( (Bank wise)
5.11 Duration of Accounts Maintained by the Respondents ( (Occupation-wise)
Reasons for selecting the branch / bank.
5.12 Reasons for Selecting the Branch (Bank-wise)
5.13. Reasons for Selecting the Branch (Occupation-wise)
Necessity of someone known in the branch for expediting transactions
5.14 Personal Influence to expedite Transactions (Bank-wise)
5.15 Personal Influence to expedite Transactions (Occupation-wise)
Personal familiarity with the bank staff
Efficiency / Speed of Transactions.
Time taken for selected transactions
5.16 Discriminant values of time for the Completion of Transactions (Bank wise)
5.17 Discriminant values of time for the Completion of Transactions (Occupation wise)
Diplay of time norms.
5.18 Display of Time Norms and Interest Rates (Bank wise)
5.19 Display of Time Norms and Interest Rates (Occupation wise)
Awareness of Time Norms.
Display of Interest Rates
BEHAMOURAL ASPECTS
General Behaviour of the Employees.
5.20 Discriminant Value of Employees Behaviour to the Respondents (Bank wise)
5.21 Discriminant Value of Employees Behaviour to the Respondents (Occupation wise)
Courtesy Extended to the Respondents.
5.22 Discriminant Value of Courtsey Extended to the Respondents (Bank wise)
5.23 Discriminant Value of Courtsey Extended to the Respondents (Occupation wise)
Presence of Bank Staff During Banking Hours
5.24 Presence of Bank Staff During Working Hours (Bank wise)
5.25 Presence of Bank Staff During Working Hours (Occupation wise)
Customer Complaints.
Availability of Complaint Box.
5.26 Availability of Complaint box in the selected Branches
Frequency of Complaint Lodged.
5.27 Complaint Lodged by the Sample Respondents
Nature of Complaints Lodged.
5.28 Nature of Complaint Lodged (Bank wise)
5.29 Nature of Complaint Lodged (Occupation wise)
Redressel of Complaints Lodged.
5.30 Treatment of Complaint (Bank wise)
5.31 Treatment of Complaint (Occupation wise)
CUSTOMER AMENITIES
Suitability of Working Time.
5.32 Suitability of Working Time of Branches (Bank wise)
5.33 Suitability of Working Time of Branches (Occupation wise)
Opinion About Changes in Working Time.
Opinion About Opening the Branches on Sundays
Timely Opening and Closing of Branches
Availability of Space in the Branches.
5.34 Availability of Basic Amenities (Bank wise)
5.35 Availability of Basic Amenities (Occupation wise)
Opinion About Other Basic Amenities.
Seating facility
Fan facility.
Toilet facilities.
Availability of Reading Materials
Opinion About Adequacy of Bank Branches
TECHNICAL ASPECTS
Frequency of Visit to Branches
5.36 Frequency of visit to the Branches (Bank-wise)
5.37 Frequency of visit to the Branches (Occupation-wise)
Visit of the Branches Through Others
Entries in the Pass Book
5.38 Entries in Pass Book (Bank wise)
5.39 Entries in Pass Book (Occupation wise)
Frequency of Completing Entries in Pass Book
Clarity of Entries in the Pass Book
Reasons for Non- clarity of the Pass Book Entries.
Error in Pass Book.
5.40 Errors in Pass Book (Bank wise)
5.41 Errors in Pass Book (Occupation wise)
Frequency of Correction of Erron in Pass Book,
Stsndinn Instructions.
Execution of Standing Instructions.
Number of Respondents Having Term Deposits.
5.42 Responses on Term Deposits and Nomination Facility (Bank wise)
5.43 Responses on Term Deposits and Nomination Facility (Occupation wise)
Information on Maturity of Fixed denosit.
Nomination Facilitv Availed.
Display of Availabilitv of Nomination Facilitv.
Advice by Bank Staff to Use Nomination Facility.
CREDIT RELATED SERVICES
5.44 Credit Related Services (Bank wise)
5.45 Credit Related Services (Occupation wise)
Types of credit facilities availed
Need of influence in availing credit facility
5.46 Influence to Avail Credit Facility (Bank wise)
5.47 Influence to Avail Credit Facility (Occupation wise)
Responses on application format
5.48 Responses on Application Format (Bank wise)
5.49 Responses on Application Format (Occupation wise)
Borrowing from Money Lenders
5.50 Borrowings from Money Lenders (Bank wise)
5.51 Borrowings from Money Lenders (Occupation wise)
Reasons for borrowing from money lenders
Service Charges
5.52 Responses on Reasonableness of Service Charges (Bank wise)
5.53 Responses on Reasonableness of Service Charges (Occupation wise)
Pricing (interest) related aspects
5.54 Responses on Reasonableness of Interest Rates (Bank wise)
5.55 Responses on Reasonableness of Interest Rates (Occupation wise)
Reasons for preferring bank deposits
CUSTOMER SATISFACTION INDEX
5.56 Customer Satisfaction Index (Bank wise)
5.57 Customer Satisfaction Index (Occupation wise)
VI. Customer Awareness and Promotion Strategies
Awareness abost Deposit Schemes.
6.1 Awareness about the Deposit (Bank wise)
6.2 Awareness about the Deposit (Occupation wise)
Awareness about credit schemes
6.3 Awareness about Loans and Advances (Bank wise)
6.4 Awareness about Loans and Advances (Occupation wise)
Awareneza about remittance services
6.5 Awareness about Remittances (Bank wise)
6.6 Awareness about Remittances (Occupation wise)
Awareness about rniscelianeous service%
6.7 Awareness about Miscellaneous services (Bank wise)
6.8 Awareness about Miscellaneous services (Occupation wise)
Sources of Awareness About Existing Service
6.9 Sources of Awareness about Existing Services of the Banks (Bank wise)
6.10 Sources of Awareness about Existing Services of the Banks (Occupation wise)
6.11 Other Forms of Investments of the Respondents (Bank wise)
Other Forms of Investments And Savings of Respondents
6.12 Other Forms of Investments of the Respondents (Occupation wise)
Media Preference of the Respondents
6.13 Media Preference of Respondents (Bank wise)
6.14 Media Preference of Respondents (Occupation wise)
Receipt of Greeting Cards during Festivals
6.15 Receipt of Greetings During Festivals (Bank wise)
6.16. Receipt of Greetings During Festivals (Occupation wise)
Customer Meets
6.17 Responses on Customer Meets (Bank wise)
6.18 Responses on Customer Meets (Occupation wise)
Attendence to Customer meets
Usefulnes of Customer meets
Receipt of letters from bank about new schemes
6.19 Opinion about Information on New Schemes (Bank wise)
6.20 Opinion about Information on New Schemes (Occupation wise)
Investment Advice
Usefulness of Investment Advise
6.21 Overall Customer Satisfaction Index (Bank wise)
6.22 Overall Customer Satisfaction Index (Occupation wise)
VII. Summary of Findings and Recommendations
Scope for Further Research
APPENDIX II Selected Bibliography
APPENDIX II Interview Schedule