1.

INTRODUCTION OF BANK OF BARODA

The Beginning

It has been a long and eventful journey across 100 years and 17 countries. Starting in 1908 from a

small building in Baroda to its new hi-rise and hi-tech Baroda Corporate Centre - in Mumbai,

is a saga of vision, enterprise, financial prudence, mission and corporate governance. It is a

story scripted in corporate wisdom and social pride it is a story crafted in private capital,

princely patronage and state ownership. It is a story of ordinary bankers and their extra-

ordinary contribution in the ascent of Bank of Baroda to the formidable heights of corporate

glory. It is a story that needs to be shared with all those millions of people - customers,

stakeholders, employees & the public at large - who in ample measure, have contributed to

the making of an institution.

Foundation

On 20th July 1908, Bank of Baroda Ltd. was registered under the Baroda Companies Act

of 1897, with a paid-up capital of Rs.10lacs. Maharaja Sayajirao III, its founder, foresaw, "a

bank of this nature will prove a beneficial agency for the lending, transmission and deposit of

money and a powerful factor in the development of art, industries and commerce of the State and

adjoining territories."

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Baroda & Ethics

Between 1 9 1 3 and 1917, as many as 87 banks failed in India. Bank of Baroda survived

the crisis, mainly due to its honest and prudent leadership. This financial integrity, business

prudence, caution and an abiding care and concern for the hard earned savings of hard working

people, were to become the central philosophy around which business decisions would be

effected. This cardinal philosophy was over the 94 years of its existence, to become its

biggest asset. It ensured that the Bank survived the Great War years. It ensured survival during

the Great Depression. Even while big names were dragged into the Stock Market scam and the Capital

Market scam, the Bank of Baroda continued its triumphant march along the best ethical practices.

Development

In the mid 1930s, greater autonomy was allowed to branches. Institutional safeguards against

possible misuse of powers vested in managers were installed. In 1939 the first safe deposit

lockers were provided at Baroda. Administrative initiatives were reinforced by HRD

interventions. Branch expansion was pursued. These were all bold experiments 70 years ago.

Over the second Great War years ,the Bank's business grew phenomenally. At this time

the Bank, in a limited way, ventured into foreign exchange business. It was a small step but a

giant leap forward into international banking. In 1947, when India became free, Bank of

Baroda, with 48 branches, was still an essentially regional bank. Nevertheless it had found a place

in India's 'Fortune Five' list of banks.

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Products & services

Bank of Baroda provides it banking products and services in several categories like

personal, international, business, treasury, corporate and rural. In personal banking section Bank

of Baroda offers products like deposits, debit cards, Gen-Next, personal banking services, loans,

lockers and credit cards.

In business banking sector, Bank of Baroda offers products and services such as deposits,

business banking services, loans and advances and lockers. In corporate banking section, Bank of

Baroda offers products and services like wholesale banking, loans and advances, deposits and

corporate banking services.

Bank of Baroda operates in 25 countries. Bank of Baroda aims at being a leading bank

that performs at par with international standards. It also looks to increase value of stakeholders to

maximum possible level.

Financials

Sales of Bank of Baroda amounted to $2.48 billion and it earned profits worth $0.26

billion. Assets held by Bank of Baroda were worth $32.80 billion and its market value stood at

$4.72 billion

Profile

Bank of Baroda is playing it‟s business activity in 25 countries across the world and also

planning to operate it‟s business activity in Malaysia with a joint venture of Indian Overseas

Bank and Andhra Bank. It is playing a joint venture with India Infoline & HDFC Bank . These

organizations are maintaining a relationship with the bank as an associate and performing some

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business activity on behalf of Bank of Baroda. A new overseas branch was opened in

Newzealand.

2009-2010 Highlights

Rs. 250,000 Crore, Global Business Size

+ 33%, Worldwide Business Growth

+ Rs. 3058 Crore Net Profit

+ 33 Million Global Customer Base

+ 3100 branches

+ 45 overseas branches

+ 1300 ATMs

+ 45.50 lakhs debit card issued

+ 38000 employees

Recent Awards and Achievements

1) „Bank of the Year Award' in India Leadership Conclave at Wockhardt Foundation -

14th Sep. 2009

2) SKOCH Challenger Award for „Bank of the Year‟ – 18th March 2010.

3) Second Rank as „Best Nationalized Bank‟ in „India‟s Best Bank Survey 2009-10‟ by

Financial Express Group.

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4) Rank 34 [up from Rank 39 last year] - India‟s Most Valuable Brand 2009 (Brand

Finance, UK)

5) Rank 33 [up from Rank 36 last year] – ET 500 2009

6) Rank 4 [up from Rank 17 last year] – Business Today KPMG Survey 2009

The Bank has also been awarded a „Gold Trophy‟ for the Indian Language Publication, a

„Silver Trophy‟ for the Corporate Website and a „Bronze Trophy‟ for Bilingual Internal

Magazine Chairman & Managing Director‟s message (in Corporate Communications category)

by the Association of Business Communicators of India (ABCI).

ALTERNATIVE DELIVERY CHANNELS:-

AUTOMATED TELLER MACHINE (ATM):-

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 An automated teller machine (ATM) is a computerized telecommunications device that

provides the Clients to withdraw cash without the need for a cashier or human clerk. On most

modern ATMs, the customer is identified by inserting a plastic ATM card with a magnetic stripe

or a plastic smart card with a chip , that contains a unique card number and some security

information such as an expiration date or. Authentication is provided by the customer entering a

personal identification number (PIN).

The withdrawal limit for a day is Rs. 15000

NATIONAL ELECTRONIC FUND TRANSFER (NEFT):-

National Electronic Funds Transfer (NEFT) is a nation-wide system that facilitates

individuals to electronically transfer funds from any bank branch to any other bank branch in the

country.

Are all bank branches in the country part of the NEFT funds transfer

network?

For being part of the NEFT funds transfer network a bank branch has to be NEFT

enabled. The facility is currently being offered across the country by more than 63,000 branches

of various banks. All CBS branches of our Bank are NEFT enabled.

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 Who can transfer funds using NEFT?

Individuals, firms or corporate maintaining accounts with a bank branch can transfer

funds using NEFT. Even such individuals, firms or corporate who do not have a bank account

(walk in customers) can also deposit cash at the branch with instructions to transfer funds using

NEFT. Such customers have to furnish full details including complete address, telephone number

etc. NEFT, thus, facilitates originators or remitters to initiate funds transfer transactions even

without the need for having a bank account.

Who can receive funds through the NEFT system?

Individuals, firms or corporate maintaining accounts with a bank branch can receive

funds through the NEFT system. It is, therefore, necessary for the beneficiary to have an account

with the destination bank branch in the country.

Limit on the amount that could be transferred using NEFT: -

No. There is no limit – either minimum or maximum – on the amount of funds that could

be transferred using NEFT.

Availability of NEFT service window: -

The NEFT service window for customer's transactions is available from 8.15 hours to

16.15 hours on week days and from 8.15 hours to 11.15 on Saturdays. The above timings are

subject to change whenever reset by RBI.

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 IFSC:-

IFSC or Indian Financial System Code is an alpha-numeric code that uniquely identifies a

bank-branch participating in the NEFT system. This is a 11 digit code with the first 4 characters

representing the bank, and the last 6 characters representing the branch. The 5th character is a 0

(zero). IFSC is used by the NEFT system to route the messages to the destination banks /

branches.

Processing or service charges for NEFT transactions: -

The charges levied for Online NEFT through Baroda connect are as under:-

Inward transactions –

- Free, no charges to be levied from beneficiaries

Outward beneficiaries –

- For transactions up to Rs. 1 lakh, Rs. 5.50

- For transactions above 1 lakh, Rs. 28

In case of non-credit or delay in credit to the beneficiary account

In case of non-credit or delay in credit to the beneficiary account, the NEFT Customer

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Facilitation Centre (CFC) of the respective bank can be contacted (the originator can contact his

bank‟s CFC; the beneficiary may contact the CFC of his bank

If credit is not afforded to the account of the beneficiary

If it is not possible to afford credit to the account of the beneficiary for whatever reason,

funds are returned to the remitter (originating customer).

Can NEFT be used to transfer funds from / to NRI or NRE Accounts?

Yes. NEFT can be used to transfer funds from or to a Non-Resident Indian (NRI) or Non-

Resident External (NRE) accounts in the country. This, however, is subject to applicability of

provisions of the Foreign Exchange Management Act, 2000 (FEMA).

Can inward foreign remittances be received through NEFT

No. The NEFT system can be used only for remitting Indian Rupees between the

participating bank branches in the country.

Other transactions that could be initiated using NEFT

The NEFT system can be used to pay credit card dues to the card issuing banks.

A separate Transaction Code (No. 52) has been allotted in the NEFT system to facilitate the

payment of credit card dues to member banks. It is necessary to quote the IFSC of the

beneficiary card issuing bank to initiate the bill payment transactions using NEFT.

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 Receipt of an acknowledgement of money credited to the beneficiary's

account

No, this facility is not available at present. Efforts are on to give an alert / message to the

customer once credit is afforded to the account of the beneficiary.

Pre-requisites for originating a NEFT transaction

Following are the pre-requisites for putting through a funds transfer transaction using

NEFT –

 Originating and destination bank branches should be part of the NEFT network

 Beneficiary details such as beneficiary name, account number and account type

 Name and IFSC of the beneficiary bank branch. For net banking customers, some banks

provide the facility to automatically pop-up the IFSC once name of the destination bank and

branch is highlighted / chosen / indicated / keyed in.

REAL TIME GROSS SETTLEMENT (RTGS)

'RTGS' stands for Real Time Gross Settlement. RTGS system is a funds transfer

mechanism where transfer of money takes place from one bank to another on a 'real time' and on

'gross' basis. This is the fastest possible money transfer system through the banking channel.

Settlement in 'real time' means payment transaction is not subjected to any waiting period. The

transactions are settled as soon as they are processed. 'Gross settlement' means the transaction is

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settled on one to one basis without bunching with any other transaction. Considering that money

transfer takes place in the books of the Reserve Bank of India, the payment is taken as final and

irrevocable.

Minimum / maximum amount stipulation for RTGS transaction

The RTGS system is primarily for large value transactions. The minimum amount to be

remitted through RTGS is Rs.1 lakh. There is no upper ceiling for RTGS transactions.

Time taken for effecting funds transfer from one account to another

under RTGS

Under normal circumstances the beneficiary branches are expected to receive the funds in

real time as soon as funds are transferred by the remitting bank. The beneficiary bank has to

credit the beneficiary's account within two hours of receiving the funds transfer message.

Receipt of an acknowledgement of money credited to the beneficiary’s

account.

The remitting bank receives a message from the Reserve Bank that money has been

credited to the receiving bank. Based on this the remitting bank can advise the remitting

customer that money has been delivered to the receiving bank.

Would the remitting customer get back the money if it is not credited to

the beneficiary’s account? When?

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 Yes. It is expected that the receiving bank will credit the account of the beneficiary

instantly. If the money cannot be credited for any reason, the receiving bank would have to

return the money to the remitting bank within 2 hours. Once the money is received back by the

remitting bank, the original debit entry in the customer's account is reversed.

Availability of RTGS service window

The RTGS service window for customer's transactions is available from 9.00 hours to

15.45 hours on week days and from 9.00 hours to 11.45 on Saturdays. The above timings are

subject to change whenever reset by RBI.

Processing Charges/Service Charges for RTGS transactions

With a view to rationalize the service charges levied by banks for offering various

electronic products, a broad framework has been mandated as under:

a) Inward transactions –

Free, no charge to be levied

b) Outward transactions –

Rs. 1 lakh to Rs. 5 lakh - Rs. 28 per transaction.

Above Rs. 5 lakh- Rs. 56 per transaction.

The essential information that the remitting customer would have to

furnish to a bank for the remittance to be effected

The remitting customer has to furnish the following information to a bank for affecting a

RTGS remittance:

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 1. Amount to be remitted.

2. His account number which is to be debited.

3. Name of the beneficiary bank.

4. Name of the beneficiary customer.

5. Account number of the beneficiary customer.

6. Sender to receiver information, if any.

7. The IFSC Number of the receiving branch.

Details of IFSC code of the receiving branch?

The beneficiary customer can obtain the IFSC code from his branch. The IFSC code is

also available in the cheque leaf. This code number and bank branch details can be

communicated by the beneficiary to the remitting customer.

Benefits of Online NEFT/RTGS:-

 Available to all

All our Net banking (existing & new) users are eligible to utilize this on-line

facility.

 It's simple, convenient, quick and secure

Users can transfer funds to the beneficiaries in other banks in a simple, convenient

and seamless manner.

Funds transfer to other banks is faster, secure and safe.

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 Anytime, anywhere...

Simple and easy to operate - from home / office anytime, anywhere

save time and energy

 Get more for less

RTGS/NEFT cost less than the conventional modes of remittance such as DD/MT

STEPS FOR RTGS/NEFT:-

BARODA INTERNET BANKING:-

"Baroda Connect" is an internet banking facility introduced as an alternative delivery

channel for rendering effective customer service on 24 X 7 bases. It offers unique customized

services to both Retail & Corporate customers.

All customers can register under Baroda Connect for View and / or Transaction facility

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Under VIEW facility customer can

 View Account summary of all operative, deposit and loan accounts

 View all multiple Account information online with a single use rid

 Get Account statements

Under Transaction facility customer can (in addition to the above VIEW facilities)

 Transfer funds immediately or schedule for a future date to self linked and third party

 Pay through Online Tax - Direct and Indirect taxes online such as Excise Duty, Service

Tax, Customs Duty, Income Tax etc.

 Pay through Baroda Easy Pay - utility bills like electricity, mobile etc , Donations,

Subscription, Travel plan booking online

 Book Rail Ticket – IRCTC

 Additionally a Corporate user can

o Set up multiple workflow of initiators and approvers for transactions and requests

o View all trade finance related facilities availed eg. Export / Import LC, Inland/

Export Bills, Forward Contracts Bank Guarantees, Packing Credit account etc

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 o Use uploads facility for single debit-multiple credit, multiple debit-multiple credit

and single credit-multiple debit.

Baroda Connect facility is FREE of charge.

Baroda Connect is a fully secured 128 bit SSL site duly certified by VeriSign

Limit for Fund transfers under Baroda Connect: -

Retail Corporate
Services
Third Party Self Third Party

Fund Transfer *

Per transaction 25,000 5,00,000 50000

Daily 50,000 10,00,000 1,00,000

Weekly 2,00,000 40,00,000 4,00,000

Monthly 5,00,000 1,00,00,000 10,00,000

Yearly 30,00,000 6,00,00,000 60,00,000

No. of transaction per

5 transactions No limits
day

Approvals for
Individual can do Involvement of multiple users
Transactions

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* There is NO LIMIT on transfer of funds between self linked accounts within Bank of Baroda

for Retail Users

* For corporate customers there can be different limits for different corporate after approval from

the respective Zonal / Regional authority of the Bank.

How to apply: -

 Download appropriate internet banking form from the Home Page - Click the Link under

"Download Application Form" to download form for RETAIL Users / CORPORATE Users

 Retail.- All Individual account holders should use the RETAIL form.

 Corporate - All non individuals i.e. companies, partnership firms, HUFs, Sole proprietors

should use CORPORATE form

 The form should be duly filled in, signed by all signatories i.e. all joint account holders in

case of a joint account, all partners in case of a partnership firm etc.

 The form should be submitted through the base branch where the customer is maintaining

the account for processing.

 Customer will get the User Id by post at the communication address

 Passwords should be collected from BOB Branch where the application was submitted

against acknowledgement

Steps to be followed while logging for the first time: -

 Open your Internet explorer browser and type www.bankofbaroda.com

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 Click on Net Banking and select Country

 Select RETAIL USER or CORPORATE USER

 Your login page will be opened.

 Type your User Id (received at your communication address)

 Password (received through the branch)

 Click on Go button only once (Please note that the password is case sensitive).

 The terms and conditions page will be opened.

 After reading click on Agree button.

 A screen will be displayed for changing the password. Please change both the sign-on

and transaction password in case you have received both.

 Note that the password must contain a minimum of 8 characters (maximum 16)

comprising of an alphabet, a number and a special character. The password should not be the

same as the use rid.

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 2. RESEARCH METHODOLOGY

Research methodology is a way to systematically solve the research problem. It may be

understood as a science of studying how research is down scientifically. Research

methodology is a technique to solve a problem logically.

OBECTIVE OF THE STUDY:-

Primary Objective

The Primary Objective of the study was to know the perception of customers about alternative

delivery channels of Bank of Baroda.

Secondary Objective

The Secondary Objective of the study was as follows:-

 To know the consumer preference towards different delivery channels.

 To know the awareness of the delivery channels.

 To understand what are the expectation of the customers.

 To study the factors that motivates the customers to use NET BANKING, RTGS and

NEFT.

 To find out strength points.

 To find out the weak points.

 Find out the ways to remove the weak points.

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 To identify the areas of concern.

 Providing suggestions for further improvement.

SAMPLING PROCEDURE

The study under taken by me was regarding the perception of customers about

Alternative Delivery Channels of Bank of Baroda in Nagaon. The Sampling procedure was as

follows.

 Universe: -

The Universe taken by me was Nagaon District.

 Sampling technique: -

The Technique used by me was Random Sampling. It was done through approaching

consumers arriving in Bank of Baroda.

 Research Design: -

Research design is the basic frame work, which provides guidelines for the research

process. The research design of the project is descriptive in nature.

SCOPE AND SIGNIFICANCE OF THE STUDY: -

Scope

Today holding an account in a Bank has become a part of every household, individual or

firm. Through an account we can use many facilities provided by the Bank like transfer of

money from one branch to another using RTGS, NEFT, BARODA NET BANKING services,

Locker Facility, Credit card etc. It has become an easier process.

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Significance

The study was mainly carried out in the Nagaon market through Questionnaire. The study

was mainly done to provide an effective database to understand the market condition of the

company.

To the Company: -

The survey will help the company about the knowing of the customer regarding

Alternative Delivery Channels. As the Questionnaire was directly filled by the customers, the

data is very reliable for analysis.

The research will also be helpful for getting correct information that what exactly the

customer wants. It will also helpful to sort out the problems faced by the customers.

To the Researcher: -

 For academic purpose

 To get practical exposure of theoretical concepts

DATA COLLECTION METHOD:-

There are two type of data collection method.

 Primary

 Secondary

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 In the section of the researcher project, the requirement is to describe the source of

collecting primary and secondary data.

My research project was mainly done through collecting primary data.

Sources of primary data:

Questionnaire was filled by the customers visiting Bank of Baroda, Nagaon Branch in

Nagaon.

Sources of secondary data:

 Database from company

 Internet websites.

 Circulars

 Journals

Sample Unit: -

The Sample unit for the study was Customers having account in Bank of Baroda

Sample Size: -

The Sample size for the study were 100 (hundred) customers.

Methodology:-

The methodology used in the study was:-

 Preparation of the list of information required.

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  Framing of Questionnaire.

 Collection of information.

 Conversion of information into data and graph.

 Analysis of data and its interpretation.

DATA ANALYSIS

1. A question was asked about holding an Account in Bank of Baroda.

 Savings Account

 Current Account

Chart 1.1 Preference of Account

Preference of account
savings current

30%

70%

Interpretation:-

 People prefer holding savings account more than current account.

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 2. Awareness of consumers about Alternative Delivery Channels.

 Automated Teller Machine (ATM)

 National Electronic Fund transfer (NEFT)

 Real Time Gross Settlement (RTGS)

 Net Banking

Tab. 1.1 Awareness of consumers

ATM NEFT RTGS NETBANKING

90 65 65 75

Gph.1.1 Awareness of consumers

90
90 75
80 65 65
70
60
50
40
30
20
10
0
ALTERNATIVE DELIVERY
CHANNELS

ATM NEFT RTGS NET BANKING

Interpretation:-

It shows people are aware of almost all the channels and ATM is the most
popular. It also shows that the people who know about NEFT, RTGS is also known
to them.

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 3. Satisfaction from the Alternative Delivery Channels.

 Yes
 No

Tab. 1.2 Satisfaction of consumers

YES NO

92 8

Gph.1.2 Satisfaction of consumers

100
90
80
70
60
50
40
30
20
10
0
yes no

Interpretation:-

It shows majority of people are satisfied with the alternative delivery channels.

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 4. Frequently used Channels by the Consumers.

 ATM
 NET BANKING

Table.1.3 frequently used Channels

ATM NET BANKING

70 30

Gph.1.3 frequently used Channels

70

60

50

40

30

20

10

0
ATM NET BANKING

Interpretation:-

It shows ATM is most frequently used then net banking.

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 5. Satisfaction from the maximum withdrawal provided by the bank
from the ATM for a day.

 Yes
 No

Table.1.4 Satisfaction from withdrawal amount

YES NO

25 75

Chart.1.2 Satisfaction from withdrawal amount

YES
25%

NO
75%

Interpretation:-

It shows 75% of people are not satisfied with the maximum withdrawal amount
from the ATM for a day.

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 6. A Question was asked whether Delivery Channel was user friendly or
not.

 Yes
 No

Table.1.5 User friendliness of channels

Yes No

85 15

Chart.1.3 User friendliness of channels

NO
15%

YES
85%

Interpretation:-

Most of the customers find that the alternative delivery channels are user friendly.

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 7. A Question was also asked whether each and every Delivery channel
was easily accessible or not.

 Yes
 No

Table.1.6 Accessibility of channels

YES NO

65 35

Chart.1.4 Accessibility of channels

NO
35%

YES
65%

Interpretation:-

Most customers find each and every alternative delivery channels easily accessible.

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 2. Amount charged for NEFT and RTGS services are satisfactory or not.

 Yes
 No

Table.1.7 Satisfaction of consumers for charges

YES NO

72 28

Chart.1.5 Satisfaction of consumers for charges

NO
28%

YES
72%

Interpretation:-

It shows 72% customers are satisfied with the amount charged for NEFT and RTGS services and
the remaining 28% are unsatisfied.

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 LIMITATIONS OF THE STUDY

Some of the limitations of the study are as follows:-

 Limited area:-

The survey was limited to Nagaon district only.

 Size:-

As the sample size is 100, the survey is limited to 100 customers only.

 Literacy level:-

The illiterate customers find difficulty in answering the questions.

 Time consuming:-

As data was collected through Questionnaire, it takes a long time to approach the

customers and convince them in filling the Questionnaire.

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 3. FACTS AND FINDINGS

The facts and findings of the study:-

 People prefer holding savings account more than current account.

 Almost all people are aware of the Alternative Delivery Channels of Bank of Baroda and

Automated Teller Machine is the most popular.

 92% of the people were satisfied with the Delivery Channels.

 75% of the people are not satisfied with the maximum withdrawal amount from the

ATM for a day. The satisfied people were service person earning five to eight thousand

per month.

 ATM is most frequently used than NET BANKING.

 Each and every Alternative Delivery channels are easily accessible.

 Mostly customers are satisfied with the amount charged for NEFT and RTGS services.

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 4. RECOMMENDATIONS AND SUGGESTIONS
Taking the above analysis into consideration, the following points can be suggested

regarding the services offered by Bank of Baroda:-

 The company should organize promotional activities.

 Withdrawal amount for a day from ATM should be increased.

 NEFT and RTGS service charges should be reduced in order to attract more customers.

 Some initiatives should be taken in rural areas for public awareness about the services

provided by Bank of Baroda.

 A Relationship Manager should always be there in each and every branch those who can

solve the queries and maintain the relations with customers

 The rules, policies and guidelines for using the latest technology should be clearly

defined

 Each and every delivery channels should be easily accessible.

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 CONCLUSION

Therefore from the following market research work carried out to know the perception of

customers regarding Alternative Delivery Channels of Bank of Baroda in Nagaon, I conclude

that-

 The company has good reputation in the market

 Customers prefer Alternative Delivery Channels more than the Normal Delivery

Channels.

 In case of using alternative channel it minimizes the time to give the services to the

Customers.

 It is not necessary to stand in queue.

 Bank is successfully following its motto i.e.

“Leveraging technology for augmenting business growth and profitability”

 Many Indians are developing trust towards the banks facilities.

 The Bank‟s technology initiatives are clearly focused on the customer. The Business

Transformation Programme, encompassing technology, is being implemented by the

Bank with a view to providing the customer, convenience banking on 24X7 basis, at

major centres in India and abroad.

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 BIBILIOGRAPHY

Books referred:-

KOTLER, PHILIP: MARKETING MANAGEMENT, (Edition: 2006)

KOTHARI, C.R: RESEARCH METHODOLOGY, (Edition: 2008)

Circulars:-

BOBMAITRI, (DEC 09-JAN 2010)

Journals:-

AUST.J.BASIC AND APPL. SCI., 1(4):715-721

Company website:-

www.bankofbaroda.com

Search engines:-

www.google.com

www.wikipedia.com

www.ask.com

www.rbi.org.in

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 ANNEXURE

QUESTIONNAIRE: -

I, hereby, a student of PGDM programme of MAHARISHI ARVIND

INSTITUTE OF SCIENCE AND MANAGEMENT has to make a survey as a part
of our course curriculum to understand the PERCEPTION OF CUSTOMERS
ABOUT THE ALTERNATIVE DELIVERY CHANNELS IN BANK OF
BARODA . I kindly request you to provide your valuable contribution so as to
make my purpose possible.

HARSH KUMAR JAIN

NAME _______________________

AGE ___________

OCCUPATION _________________

MOBILE NO ____________________

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1. Which Account do you hold in Bank of Baroda?
Ans. a) Savings b) Current

2. Which of the following alternative channels are you aware of?

Ans. a) Automated teller machine (ATM)
b) National electronic fund transfer (NEFT)
c) Real time gross settlement (RTGS)
d) Net Banking

3. Are you satisfied with the alternative delivery channels of Bank of Baroda?
Ans. a) Yes b) No

4. Which channel is most frequently used by you?

Ans. a) ATM b) NET BANKING

5. Are you satisfied with the maximum withdrawal provided by the bank from the ATM for a
day?
Ans. a) Yes b) No

6. Is Delivery channel user friendly?

Ans. a) Yes b) No

7. Is each and every delivery channel easily accessible?

Ans. a) Yes b) No

8. Are you satisfied with the amount charged for NEFT and RTGS services?
Ans. a) Yes b) No

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