A Project Report

On

Study of New area of customer Centric Initiatives for Retail Customer

with special reference to Retail loan

At

Bank of Baroda

In partial fulfilment of the requirements of Summer Internship Programme in the Masters of

Business Administration programme at GLS University

Submitted to

Faculty of Management

Under the Guidance of

(Pro. Isha Dave)

By

Dipak Bhavsar

En. No. 201600620010015

Batch: 2016-18

FACULTY OF MANAGEMENT

GLS University

1
Company Certificate

2
Institute Certificate

3
 Declaration

I Dipak Bhavsar, Enrolment No. 201600620010015 Student of Faculty of

Management hereby declare that I have successfully completed this
project of new area of customer Centric Initiatives for Retail Customer with
special reference to Retail loan in the academic year 2016-17.

I declare that this submitted work is done by me and to the best of my

knowledge, no such work has been submitted by any other person for the
award of degree or diploma.

I also declare that all the information collected from various secondary and
primary sources has been duly acknowledged in this project report.

Dipak. R. Bhavsar

(201600620010015)

4
 PREFACE
Management today is must for day-to-day life. Management is the integral part
of the business. In this world, all things need proper management for its success.
Business without proper Management is like a castle of sand built on seashore. Even
individuals need proper management for running their life smoothly. Only theoretical
knowledge is not enough in MBA along with one needs some practical exposure in the
corporate world also. MBA provides this opportunity through the medium of summer
training. This training has made one thing clear that there are two pillars for getting
success in business i.e. efficiency and effectiveness, it means not only doing right
things but also doing things rightly.

In MBA Theory of any subject is important but without its practical knowledge it
becomes unless particularly for the Management Students. As a student of the
Business Administration, we have studied many theories and concepts in the
classroom, but only after taking up this project work we have experienced &
understood these Management theories & practices in its fullest sense, which plays a
very vital role in business field today. The knowledge of management is incomplete
without knowing the practical application of the theories studied.

This training has brought positive changes in our life & career. The training gave us a
lot exposure which will be helpful to us for the rest of the MBA curriculum. We consider
our self-fortunate enough for getting guidance from one of the sources at a very
important stage of our career The project report gives knowledge of New area of
customer Centric Initiatives for Retail Customer with special reference to Retail loan

5
 Acknowledgement

To succeed, you need to find something to hold on to, something to

motivate you, something to inspire you."
-Tony Dorsett

The internship has been a very good experience for me in way that is has given me
the chance to understand to real word outside the class room. Ive learnt a lot about
the office environment and my interpersonal skill & self-confidence have improve too
significantly.

Firstly I express my deep sense of gratitude to my honorable advisor Dr. Hitesh

Ruparel and then after Pro. Isha Dave for her endeavor approach and outstanding
supervision by which has been possible for me to make a good combination of
theoretical & practical knowledge in preparing the report.

I forfeit my respect to Mr. M. N. Patel under whom I have learnt a lot off practical
knowledge about Retail Loan activity as well general banking also. I am also greet fully
to other employee of Bank of Baroda of Bapunagar branch as well as Mr. .R. G. Gohel
chief Manager - HRM for cooperation and the direction in getting necessary
information.

6
 INDEX

Ch. No. No. Content Page no.

Ch. 1 RESEARCH METHODOLOGY 10

1.1 Literature Review 11

1.2 Problem Statement 14
1.3 Research Objectives 14
1.4 Scope of the study 15
1.5 Research Design 15
1.6 Sampling Plan 15
1.7 Data collection Sources 16
1.8 Beneficiaries of Study 16
1.9 Limitation of the Study 16

Ch. 2 INDUSTRY PROFILE 17

2.1 Nationalisation of Bank 18

2.2 Second Nationalisation 19

Ch. 3 COMPANY PROFILE 20

3.1 Brief History 23

Ten banks have merged with Bank of Baroda during
3.2 23
its journey so far:
3.3 New initiative of Bank of Baroda 24
3.4 Bank Profile 24
3.5 Bank corporate Goals & Strategic 25
3.6 Board of Director 26
3.7 Banks Vision 27
3.8 Other Goals 27

Ch. 4 INTRODUCTION OF THE TOPIC 28

4.1 Introduction- Retail loan 29

7
 4.2 What is loan 30
4.3 Retail Banking India 31
4.4 Types of Loan 33
4.5 What is Retail Loan 34
4.6 Normal Document to be Obtained in all Cases 35
4.7 Retail Loan Product : A Description 36
Baroda Home Loan 38
Baroda Education Loan 43
Baroda Auto Loan 55
Baroda Personal Loan 59

Ch. 5 ANALYSIS & INTERPRETATION 63

5.1 Primary Data 64

1.People aware about loan offering of Bank: 64
2. People availed any loan or joint loan: 65
3. Type of loan availed by people: 66
4. Purpose of availing a joint loan: 67
5. Time duration of loan: 68
6. Time taken by bank to disburse the loan: 69
7. Loan disbursement procedure smooth: 70
8. Loan taken: 71
9. Rate of interest on your loan: 72
10. Rate on its performance for following parameter: 73
10.1 Processing fees 73
10.2 Resolution of Query 74
10.3 Paper Work 75
10.4 Post Disbursement 76
10.5 Communication 77
10.6 Loan Procedure 78
11. Securities pledged: 79
12. Factors kept in mind for selecting bank: 80
13. Parameters on which you are dissatisfied: 81
14. Reason behind dissatisfaction: 82
15. Reasons for loan rejections: 83
5.2 Cross Tab 84
1. Age & type of loan availed: 84
2. Amount of loan & time taken by bank to pass
85
disburse the loan:
3. Type of loan availed & time taken by bank to
86
pass/disburse the loan:

8
 5.3 One Sample T- Test 81
5.4 Binomial test 93
5.5 Chi square test 96

Ch.6 FINDINGS 98

6.1 Findings related to Training & Learning 99

Ch. 7 RECOMMENDATIONS 101

7.1 Based on the findings some suggestions 102

Ch. 8 CONCLUSION 103

8.1 Conclusion 104

Bibliography 105

Annexures 106

9
 Chapter 1
RESEARCH METHOLOGY

10
1.1 Literature Review :-

MANJU AB (2017) in his article from DNA mentioned that

Retail loans -- the main trigger for bank credit growth -- have hit a slowdown due to
demonetization, say bankers. They believe that inadequate cash and uncertainty
about future kept many from taking the crucial decisions on buying a house, going for
education loans or even using credit cards to make purchases. According to the
Reserve Bank of India (RBI) data published on December 31, the personal loan
segment reported a slowdown up to November-end in all segments including housing,
credit cards and education loans. Housing loans decelerated to 15.6% over the
previous year to Rs 8,15,300 crore. In the same time last year, it reported an 18.6%
year-on-year (YoY) growth. Credit card spends slowed down 23.6% to Rs 46,300 crore
as against a YoY growth of 27.7% the same time last year. Arundhati Bhattacharya,
chairman, State Bank of India (SBI), said, "The pace of growth of retail loans has come
down by 2%, but for the year we expect to clock a growth of 8%, riding on the lower
rates." Another senior SBI banker said, "These are uncertain times. People do not
want to take decisions now. They are postponing purchase of houses until the
currency tides are over. Prices in select markets have also fallen so the builders are
holding on to their stock." The bank credit continued to fall to hit a record low growth
of 4% over the previous year. The latest consolidated data from RBI shows that gross
bank credit has fallen to Rs 65,99,400 crore, growing at 4% over the previous year,
while the bank credit expanded 8% at the same period the last year. Banks also
stopped giving advances against fixed deposits. Advances against fixed deposits de-
grew 3.3 % to Rs 59,500 crore. The same time last year, the advances against fixed
deposits were growing by 11.2%. The advances against shares fell the steepest with
these advances degrading by 20.6% to Rs 4,600 crore.

11
Beena Parmar (2017) in his article from Hindustan Time mentioned that

Banks reeling from the demonetization impact have struggled to offer retail loans
during the three months beginning November, 2016. However, bankers see this as a
blip. As per the Reserve Bank of India data, the retail loan growth in November slowed
to 15.3 percent from 18 percent on a year-on-year basis. Similarly, the December
growth in the segment further dropped to 13.5 percent from 18.5 percent. The situation
further worsened in January 2017 with retail loans down at 12.9 percent from 18.1
percent in January 2016. Even as private sector banks are showing steady progress
in the retail segment, public sector banks have suffered because of subdued growth
in housing and personal loans. A senior executive from a top public sector bank said:
People were waiting and watching especially to buy houses and so there was a huge
slowdown in loan demand. January was unlike how it should have been." However,
the official expressed hope that with a push given in the direction of affordable housing
and lower interest rates, business could pick up by this month end. Bankers are
hopeful that the retail growth story will continue to be their cash cow. To bump up its
retail loans portfolio has plans to put in place a 2,000-strong dedicated sales force,
which will supplement the efforts of the branches to push home, auto and personal
loans. It has also appointed a new head for its credit card business.

We are investing in the sales engine to originate loans and building analytics. We are
also pre-approving our existing savings account customers based on their balance,
etc and looking at mining our customers, said Bank of Baroda Managing Director and
Chief Executive Officer PS Jayakumar, in a post results conference last month. He
mentioned that these measures will result in a substantial jump in the bank's retail
book.

Dr. P. S. Aithal, (2016) in his article from SSRN Paper mentioned that

Banks have two types of products namely retail banking and business banking. Banks
formulate various strategies in order to attract more deposits and lend it to genuine

12
customers to get a better return and hence make more profit. A bank can generate
revenue in a variety of different ways including interest, transaction fees and financial
advice. The traditionally most significant methois via charging interest on the capital it
lends out to customers. The bank profits from the difference between the level of
interest it pays for deposits and other sources of funds, and the level of interest it
charges in its lending activities. Based on such objective of a general banking system,
the ideal concept of the banking system is developed. The ideal bank is a system with
ideal banking characters. In this paper, a model of the ideal banking system is
proposed by considering the ideal characteristics expected under input conditions,
output conditions, system requirements, and environmental conditions. The factors
affecting these characteristics are identified using a qualitative data collection
instrument namely focus group method? Finally, some of the possible technology
supported models which support the concept of Ideal banking are identified and
analyzed.

Gokilamani N. and Natarajan, C. (2014).

Their study opine that customers of Indian commercial banks are positively responding
to retail banking. It is important for banks to focus on service quality for strengthening
their competitive edge and to allocate the limited resources to serve the personal
banking division. They further views that the success of a retail bank will depend on
product innovation, technological developments and strategies to retain the retail
customers.

Pratap Chandra Mandal (2013)

The study required responses depending on the personal views on customer

satisfaction of the Indian retail banking customers. So, the study did not require any
third-party approval. Both the researchers conducted depth interviews (24 in number)
and focus groups (four in number) to understand the concept of customer satisfaction
in Indian retail banking. The researchers did not ask for the personal details of the
respondents (viz. name, age, occupation). Also, the researchers assured the
respondents that the interviews and the focus groups would be used solely for
research purposes. The researchers did this to ensure the safety, privacy and

13
confidentiality of the respondents. The researchers identified the respondents based
on the following criteria:

Swati. And Pachauri, K.K. (2013).

Their study on promotional tools and techniques adopted for retail banking compared
the public sector banks and private sector banks. Their finding is that the perception
of customers with regard to the type of promotional tools and the techniques adopted
significantly vary between public sector and private sector banks.

KENNETH J. KOPECKY (2012) Econ Paper

This paper examines determinants of pass through from the market interest rate to
bank retail deposit and loan rates. A dynamic adjustment cost model with imperfect
competition implies that these rates depend on own lagged values and on lagged,
current, and expected future values of the security rate. Greater competition in retail
markets reduces the impact of lagged and expected rates on current retail rates while
raising the effect of the current security rate, yielding greater pass through. These
results have important implications for both the specifications used in empirical work
and biases introduced into estimates of pass-through effects.

1.2 Problem Statement:-

An in-depth study on customer perception and satisfaction towards retail loans
of Bank of Baroda.

1.3 Research Objectives :-

To know the perception of the people regarding the retail loan.
To know which type of loan is taken the most in the retail loan.

14
 To know why customer are taking loan from BOB and what is the drawback of
them
To find out the customer satisfaction level of Retail loan.

1.4 Scope of the study

Only BOB customer of Bapunagar branch are studied for a preference and
satisfaction study.

1.5 Research Design :-

The Research Design is DESCRIPTIVE in nature.

1.6 Sampling :-

Population:

Customers of Retail Loans

Sample Unit:

Customers who have taken retail loan from Bank of Baroda

Sample Size:

The total sample size of our project 150. They will be considered adequate to
the represent the characteristic of the entire population.

Sampling Method:

We have used non-random convenience sampling.

Research tools:

15
 SPSS and Excel

Hypothesis:
H0: People are not aware about the group loan offering of bank.
H1: People are aware about the group loan offering of bank.

H0: The loan disbursement procedure not smooth.

H1: The loan disbursement procedure smooth.

1.7 Data collection Sources :-

Primary data: - By the help of the Questionnaire

Secondary data: - From book, internet, articles & newspaper.

1.8 Benefits of the Study :-

Researchers: The project will be initially useful to the researchers as fruit of their
study. This study will help us to know the customer preference towards the Retail
Banking.
Customer: The study would be helpful to the customer to understand the retail
banking facilities and also aware about new facility.
Company: The study would help the company to find out the potential customer who
take retail loan. They can also know that which type of facilities customer went.

The study would benefit the researcher for gaining and in depth understanding of the
banking industry.

1.9 Limitation of the Study :-

Time

The short time duration of one and half month is very inadequate.

Vas Topic

The subject credit management is too vast to study.

Data gathering

16
 Gathering of data relating to various product of Bank of Baroda was a little
difficult task.
People were not interested in replying to the interview properly.

Limitation of Location

The study is limited up to Bapunagar area only.

Chapter 2

INTRODUCTION TO BANK

17
 Indias banking system has several outstanding achievements to its credit.
An extensive banking network has been established in the last thirty years,
and Indias banking system is no longer confined to metropolitan cities and
large towns in fact, Indian banks are now spread out into the remote
concerns of our country. In terms of branches, Indias banking system is one
of the largest; the banks have played in financing economic activities in
different sectors. We can identify three distinct phases in the history of
banking-

1. Early phase from 1786 to 1969

2. Nationalization of Banks and up to 1991 prior to banking sector reforms

3. New phase of Indian banking with the advent of Financial & Banking Sector
Reforms after 1991.

2.1 NATIONALISATION OF BANKS

Despite of scheme of social control there was no significant reorientation of

lending activities of banks towards meeting the requirements of priority
sector like agriculture. This resulted in nationalized of 14 major commercial
banks with individual deposits exceeding Rs.50 crores in July 1969.

The major objective of nationalization were

Reduction in concentration of economic power in hands of few.

Expansion of credit to priority areas, which were hitherto neglected like
agriculture, small- scale industries and self-employed people.
Elimination of the use of bank credit for speculative and unproductive purpose.

18
 To provide a professional bend to bank management and encourage upcoming
entrepreneurs.

At the time of nationalization, the 14 major banks had a paid up capital of Rs.
28.50 crores, advances Rs.1813 crores and 4134 branches. In other words the
nationalized banks accounted for 80% of branches, 83% of deposits and 84%
of advances of the whole banking system.

The Banks nationalized in 1969 were-

1. Allahabad Bank 8. Indian Bank

2. Andhra Bank 9. Indian Overseas Bank
3. Bank of Baroda 10. Punjab National Bank
4. Bank of India 11. United Commercial Bank
5. Canara Bank 12. Union Bank of India
6. Central Bank of India 13. Syndicate Bank
7. Dena bank 14. Bank of Maharashtra

2.2 SECOND NATIONALIZATION

In order to move effectively, meet the growth development needs of the

economy and to promote welfare of the people on the large scale six more
commercial banks with demand and time liabilities (deposits) with 200
crores were nationalized in April 1980.With the second nationalization, The
number of public sector banks increased to 28 (1st nationalization- 14 banks,
2nd nationalization- 6 banks and SBI and its associate banks).
Over the years with the directional change that has occurred in the banking
system and the fact that the banks are responding favorably by evolving
new strategies and innovative ideas the credit structure of the country has
become strong and steady. Recognizing the fact that the banks are vital
catalytic agents of growth that provide the basic input of credit, new

19
 programs with the social orientation have been designed with a view to
assist the society.

The name of six banks that were nationalized is shown under:

1. Corporation Bank
2. Oriental Bank of Commerce
3. Punjab & Sind Bank
4. Vijaya Bank
5. Andhra Bank
6. New Bank of India

After the nationalization of major banks the position altered rapidly and the flow
of credit to the rural areas increased considerably. Along with quantitative
expansion of branch network, there were qualitative improvements in the
lending practices of banks. The phenomenal change in the leading practices
can be termed as a transformation from class banking to mass banking. In fact
the broader national objectives of eradication of poverty, unemployment and
growth with social justice have shaped the formulation of various
directives/scheme.

20
 Chapter 3

COMPANY PROFILE

MAHARAJ SAYAJIRAO GAEKWAD III

21
 Bank of Baroda is a public sector bank established on July 20, 1908. It is one
of the largest banks in India and known as Indias International bank. A network
of CBS branches, offices and ATMs. Bank of Baroda offers wide range of
banking products and financial services to corporate and retail customers
through a variety of delivery channels and through its subsidiaries and affiliates
in the area of investment banking, credit cards and assets management, in its
international expansion. Bank of Baroda followed the Indian Diaspora, and
especially that of the Gujrates. The bank has received RBI approval to open
various offices in the overseas territory. Its products includes loans, Credit
cards, Savings, Investment vehicles etc. The Corporate office is situated in
Mumbai. Its shares are listed in BSE and NSE.
Backed by the great vision of the founding father, Maharaja Sayajirao Gaekwad
III, Bank has a rich heritage of many flagship achievements, pioneering
endeavors and an undisputedly strong place in the Indian Banking industry
today. The Bank of Baroda has seen many ups and downs over a period of 100
years but stood undaunted to surmount all hurdles, coming out with flying colors
and reinforcing its strong fundamentals. The world was convinced time and
again that this is the bank with impregnable foundation and immense potential
to forge ahead to contribute to the nations economic growth.

22
3.1 BRIEF HISTORY

Bank of Baroda has a long, eventful and glorious history of 100 years. Sir
Maharaja Sayajirao Gaekwad III founded the Bank.
The Bank made a humble beginning in 1908 in a small building in Baroda. On
20thJuly 1908. Bank of Baroda Limited was registered under the Baroda
Companies Act of 1897, with a paid up capital of Rs. 20 lacs and Shri Vithaldas
Damodar Thackeray as the first Chairman.
In 1918, the Bank crossed the state frontiers by setting up Mumbai Main Office.
In the year 1935, Bank became a scheduled Bank. RBI included the Bank in
second schedule of RBI and brought under direct control of RBI.
At the time of Independence in 1947, Bank of Baroda was a regional bank with
48 branches and at the time of Nationalization in 1969 Bank of Baroda had 433
branches out of which 411 were Domestic and 22 were International.

3.2 Ten banks have merged with Bank of Baroda during its
journey so far:
Hind Bank(1958)

New Citizen Bank of India (1961)

Surat Banking Corporation (1963)

Tamil Nadu Central Bank of India (1964)

Umbergaon Peoples Bank (1964)

Traders Bank Limited (1988)

Bareilly Corporation Ltd (1999)

Benares State Bank Ltd (2002)

South Gujarat Local Area Bank Ltd (2004)

Memon Cooperative Bank Limited (2011)

23
3.3 NEW INITIATIVES OF BANK OF BARODA
In the pursuit of becoming a multi-specialist bank, the bank took a slew of
business oriented and customer-centric initiatives. The spree of CBS rollouts
covering over many branches in India and overseas, and expansion of ATM
network. The bank launched biometric ATMs and took many other technology
driven initiatives such as online payment of direct taxes, Baroda easy pay and
online Railway booking facility.
The Bank believed that, in tune with the spirit of multi-specialist banking, the
product offerings should largely cater to the varied life cycle and life style needs
of
Different customer groups. In this backdrop a number of new assets and liability
products were launched. Adding further to the stream of new wealth
management products, the Bank entered into tie-up arrangements with India
Info line Ltd. for offering to its customers online e-trading facility in equity and
derivatives, and with a few more global assets management companies for
distribution of mutual fund products. Fully aware of its social role, the Bank
contributed materially to the cause of the rural development of the country in
terms of major initiatives taken in rural and agricultural banking. The Bank
identified 500 villages for 100% financial inclusion and adopted many rural
areas for their integrated and over all development.

3.4 BANKS PROFILE

Bank of Baroda (BOB), Indias Second largest bank and prominent among the
global top 200 banks, It has a centurys financial experience backing it. With an
expansion in global business level by 30% to Rs 3, 36,383 crores, the bank has
a network of many branches, offices, and ATMs. Today Bank of Baroda has
international presence across the continents, with a network of 107 offices in
25 countries, including branches of the bank, its subsidiaries and the

24
 representative offices. The bank also has a joint venture in Zambia with 9
branches. The banks international operations today contribute around 20% to
its global business and well as 30% to its net profits. Growing its presence
across new geographies and strengthening its equity in existing markets, Bank
of Baroda is on the path to establish itself round the clock around the globe.
The bank is exploring out of the box means to identify novel ways to tailor its
growing repertoire of products and services to meet segment- specific
requirements across geographies. Automation-led process and cost
optimization, orchestration of the offices network and greater attention to
compliance with global regulations are aggressively being focused to help the
bank achieve its ambitious goals. Bank of Baroda, gearing to leverage the
opportunities that the flat world presents and nimbly skirting its threats, is
charting a coherent strategy to not just cope but break path and emerge with
the winning edge, in the changing global business scenario.

3.5 BANKS CORPORATE GOALS & STRATEGIES:

To maximize quality growth and profit through enhanced customer orientation with
prudent risk and liquidity management policies and practices in our endeavor to
consolidate Banks financial strength

MISSION STATEMENT:

25
3.6 BOARD OF DIRECTORS
Non-Executive Chairman Shri Ravi Venkatesan

Managing Director & CEO Shri P. S. Jayakumar

Executive Director Shri Mayank K. Mehta

Executive Director Shri Ashok Kumar Garg

Executive Director Smt. Papia Sengupta

Director Shri Mohammad Mustafa

Director Shri Ajay Kumar

Director Shri Prem Kumar Makkar

Director Shri Gopal Krishan Agarwal

Director Prof. Biju Varkkey

Director Dr. R. Narayanaswamy

Director Shri Bharatkumar Dhirubhai Dangar

Director Ms. Usha A Narayanan

3.7 BANKS VISION:

To double its global business size within next 2-3 years

To regain the leadership spot among the public sector Banks in India.

To acquire at least 2 million customers every year.

To double the retail assets and fee based income.

To bring at least 300 to 400 of the top 500 Corporate in the Banks Loan book.

26
 To transform the top 500 branches into best of the breed sale and service
centers, through improved ambience, processes, people and technology.

To pursue best global practices for delivering best value to the customers.

3.8 OTHER GOALS:

To increase advances by 24% and to record an incremental rise of Rs. 20705

crore.

To affect recoveries of at least Rs. 350 crore in the prudentially written-off

(PWO) accounts.

To increase the customer- product ratio through aggressive cross selling and

Up-selling of banks products, as well as third party products, to at least 1:2.

To improve usage of ATMs to reach at least 300 transactions per ATM per day.

To increase Priority Sector Credit by 22%.

To increase advances to SME by 21%.

To increase outstanding Retail Credit by 20% i.e. by Rs. 3300 crore.

To improve Return on Average Assets (ROAA) to 1.25%.

To generate fee income of Rs. 100 crore from Wealth Management Services.

To bring down gross NPA to less than 2% and net NPA to less than 0.50%.

To increase gross profit of the bank (domestic operations) by 40% and net profit
by 50 %.

To increase the customer base by at least 2.5 million.

27
 Topic

Chapter 4

INTRODUCTION OF THE TOPIC

28
4.1 Introduction: - Retail loans

Retail banking refers to the banking in which banks undergo transactions

directly with consumers, rather than corporations or other banks. It can also be
defined as typical mass market banking in which individual customers are local
branches of large commercial banks. Services include Savings and checking
account, Mortgages, Personal loans, Debit card, Credit card.
Retail banking aims to be the one shop for as many financial services as
possible on behalf of retail clients. Some retail banks have even made a push
into investment services as wealth management, brokerage accounts, private
banking and retirement planning. While some of these ancillary services are
outsourced to third parties (often for regulatory reasons), they often intervene
with retail core banking accounts like checking and saving to allow for easier
transfers and maintenance.
Retail banking is, however quite broad in nature. It refers to dealings with
commercial banks with individual customers, both on assets and liability side of
the balance sheet. On the liabilities side, it includes fixed/current, savings
accounts and on assets side the most important products offered by the banks
are mortgages and loans (personal, housing, auto education) related ancillary
services include credit cards and depositor services.

Todays retail banking sector is characterized by three basic

characteristics:

Multiple products (deposits, credit cards, insurance, investments and

securities).

Multiple channels of distribution (call center, branch, internet and kiosk).

29
 Multiple customer groups (consumer, small business, corporate).

Across the globe, retail lending has been the most spectacular innovation in the
commercial banking sector in recent years. Retail loans comprise consumer
credit for specific purpose and credit for general use. The surge in credit to the
retail segment across developing as well as developed economies has
occurred due to commercial bank shifting from traditional banking activities to
a broad based lending portfolio.

4.2 What is a Loan?

A Loan is a type of debt. It can be described as the act of giving money, property
or other material goods to another party in exchange for future repayment of
the principal amount along with interest or other finance charges.
A borrower may be subject to certain restrictions known as loans covenants
under the terms of loan. The terms of standardized loan are formally presented
(usually in writing) to each party in transaction before any money or property
changes hands. If any lender requires any collateral, this will be stipulated in
the loan documents as well. Most of the loans also have legal stipulations
regarding the maximum amount of interest that can be charged, as well other
covenants such as length of time before repayment is required. Loans can
come from individuals, corporations, financials and governments. They are a
way to grow the overall money supply in an economy as well as open
competition, introduce new products and expand business operations. Loans
are the primary source of revenue for many financial institutions such as banks,
as well as some retailers through the use of credit facilities.

30
4.3 RETAIL BANKING IN INDIA

Retail Banking in India is not a phenomenon. It has always been prevalent in

India in various forms. For the last few years it has become synonymous with
main stream banking for many banks.

Within the retail segment, the housing loans, which formed nearly 48% of total
retail portfolio had the least gross asset impairment at 1.9 % while consumer
durables segment had the highest gross asset impairment at 6.3%.While retail
banking has always been prevalent in various forms (for instance, co-
operatives) for last few years it has become synonymous with main stream
banking for banks.

While new generation private sector banks (ICICI bank, accounting for nearly
20% of domestic retail growth) have invested in creating and sustaining a retail
brand, their public sector counter parts too, have, have not lagged behind.
Leveraging their vast branch and outreach, public sector banks like SBI whose
retail segment constitutes 20% of the total advances have aggressively forayed
to garner a larger slice of retail pie. However, There are various corners as to
whether retail lending has emerged as an efficient channel for improving
access to credit and promoting broad based development. At present retail
lending is largely confined to urban and metropolitan regions. Expressing
concerns about the high growth witnessed in the consumer credit segments the
Reserve Bank has, as a temporary measure, put in place.

Risk containment measures and increased the risk weight from 100% to 125%
in case of consumer credit including personal loans and credit cards.

31
 The typical products offered in the retail baking segment are housing loans,
consumption loans for purchase of durables, auto loans, credit cards and
educational loans. The loans are marked under attractive brand names to
differentiate the products offered by banks. The loans are marketed under
attractive brand names to differentiate the products offered by banks. The loan
values typically range between Rs. 20,000 to Rs. 1.00 lacs. The loans are
generally for duration of five to seven years with housing loan granted for a
longer duration of 15 years.

An important characteristic of retail banking assets in the comparatively low

loan values. In order to appraise such loans, banks are using more refined
credit assessment methods. These include credit scoring models and income
surrogate models. In addition, banks are also using data sharing as a means of
improving the selection of customers and reduction of credit losses. In the
absence of fully fledged Credit Bureaus, The negative data sharing extends to
sharing of data on hot listed credit cards besides using banks own internal
black lists.

After all retail loans constitute less than 7% of GDP in India vis--vis about 35%
for other Asian economies- South Korea(55%), Taiwan(52%), Malaysia(33%),
and Thailand(18%). As retail banking in India is still growing from modest base,
there is likelihood that the growth number seem to get somewhat exaggerated.
One thus has to exercise caution in interpreting the growth of retail banking in
India.
Before discussing about retail loan, we should clear the meaning of a loan.

32
4.4 Types of Loans

Secured Loans

A secured loan is loan in which the borrower pledges some asset (e.g. a car or
property) as collateral for the loan.
A mortgage is a very common type of debt instrument, used by many individuals
to purchase housing, sin this arrangement, the money is used to purchase the
property. The financial institution, however, is given security a lien on the title
of the house- until the mortgage is paid off in full. If the borrower defaults on the
loan, the bank would have the legal right to repossess the house and sell it, to
recover sums owing to it.

Unsecured Loans

Unsecured loans are monetary loans that are not secured against the
borrowers assets. Or we can say that an unsecured loan is a loan that is not
backed by collateral. Also known as a signature or personal loan.
These may be available from financial institutions under many different guises
or marketing packages:

Credit card debt.

Personal loan.

Bank Overdraft.

Credit facilities or lines of credit.

Corporate Bonds

The Interest rates applicable to different forms may vary depending on the
lender and the borrower. These may or may not be regulated by law. Now after
we have understood the real meaning of a loan, lets proceed towards the
meaning of retail loan.

33
4.5 What is Retail Loan?

Retail loans are the loans which offered to individual customers to fulfill their
The key components of retail loan portfolio are:

34
4.6 NORMAL DOCUMENTS TO BE OBTAINED IN ALL

CASES:

For Salaried Individuals:

Passport size photograph

PAN card.

Proof of residence

Salary certificate/3 salary slips from employer of which one should be of

latest month.

Form no. 16.of three years

For Self-Employed & Professional:

Passport size photograph.

PAN card.

Proof of office Address, which may include Shop and Establishment

Certificate/Lease Deed/ Telephone bills etc.

IT returns and financial statements for the last three/ two financial years, as
specifically provided in the product.

Copy of registration/License/Govt. approval required to pursue the profession

if any.

Proof of qualification, where ever required.

35
4.7 Retail loan products: A Description

Previous Products Existing Products

1.Baroda Home Loan & Baroda Home Baroda Home Loan

Improvement Loan

2.Baroda Home Loan to NRIs/PIOs

3.Baroda AAA to residents/ NRIs

4.Baroda Home Loan Advantage

5.Baroda Education Loan Baroda Education Loan

6.Baroda loan for Career Development

7.Baroda loan for Skill development of

Construction workers

8.Baroda Car Loan Baroda Auto Loan

9.Baroda Car Loan to HNIs/Corporate

10.Baroda Loan for two Wheelers

11.Baroda advance against property Baroda Mortgage Loan

12.Baroda advance against property to

NRIs

13.Baroda loan to Professionals

14.Baroda Marriage Loan

36
15. Baroda Personal Loan Baroda Personal Loan

16. Baroda Vaibhav Laxmi

17.Baroda loan to Pensioners

18. Baroda loan to defence Pensioners.

19.Baroda loan for Earnest money

deposit

20.Baroda loan for consumer durables

21.Baroda loan for Laptop and PCs

22.Baroda Desh Videsh Yatra loan

23.Baroda Ashray Baroda Ashray

(Reverse Mortgage Loan) (Reverse Mortgage Loan)

24.Baroda loan to Doctors Baroda loan to Doctors

25.Baroda Traders loan Baroda Traders loan

26.Baroda Loan against Security Baroda Loan against Security

37
BARODA HOME LOAN

PURPOSE:

Purchasing of new residential house /flat and construction of new dwelling unit

Purchase of old dwelling unit(not more than 25 years old).Beyond 25 years

regional head permission required subject to ascertaining structural
soundness/residual life of the building(5 year more than the repayment period)

Purchase of plot of land, subject to construction thereon 3 years

Takeover of loan already availed from any other bank /HFCs and/or other
sources, provide documentary evidences are produced.

Reimbursement for houses/ flats constructed / purchased (not prior to 24

months) from own sources.

Loan for purchase /construction of second house can be considered

ELIGIBILITY:

All individuals singly or jointly.

Principal applicant must be employed minimum for three (03) years.

Minimum Age Principal Borrower 21 yrs and Co-borrower - 18 yrs (Salaried

Person - repayment period shouldnt be beyond retirement age and for others
65years).

LIMIT:

The maximum limit is Rs 300 lacs. (Branches have to seek approval from

Higher authority, if loan exceeds Rs 50 lacs).

38
 INCOME CRITERIA:

Monthly Income Modified Criteria

less than Rs. 50,000/- 36 times of monthly income

Rs.50,000 and above but less than 48 times of monthly income

Rs.1 lac

More than Rs. 1 lac 54 times of monthly income

MARGIN:

Category of Home Loan LTV (%) Margin (%)

Upto Rs.30 lakh 90% 10%

Above Rs. 30 lakh and upto Rs. 75 lakh 80% 20%

Above Rs. 75 lakh 75% 25%

INTEREST RATE: 1 Year MCLR + 8.35%

The loan can be repaid in a maximum period of 30 years taken under floating
rate option subject to the period up to age of retirement in case of salaried
persons and 70 years in case of others.

39
 Floating Rate

Category of Home Loan Interest Rate

Up to Rs. 2,500,000 8.35%

Rs. 2,500,001 - 7,500,000 8.35%

Rs. 7,500,001 - 30,000,000 8.35%

Above Rs. 30,000,000 8.35% linked to 1 Year MCLR

Up to Rs. 3,000,000 8.35%

Rs. 3,000,001 - 7,500,000 8.35%

Rs. 7,500,001 - 30,000,000 8.60%

Above Rs. 30,000,000 8.60% linked to 1 Year MCLR

40
 REPAYMENT:

Maximum 30 years ( including moratorium period of 36 months )

Age of the borrower plus repayment period above 70 year exceed :

Retirement age in case of salaried

65 years in case of others

The repayment period in case of salaried persons can be extended up to 65

years in case drawing pension subject to condition that 40% of the pension is
sufficient to pay EMI.

Interest charged during the pre EMI period is to be recovered as and when
debited, before commencement of recovery by EMI

SECURITY:

Mortgage of the property constructed/purchased. If mortgage is not available,

branch can accept, at its discretion, security of adequate value in the form of
collateral as may be deemed adequate include third party from guarantee from
individual.

Create equitable mortgage by obtaining following documents duly supported

with the advocates search report and opinion of titles of the land as also on the
agreement to sale.

Duly stamped and registered original agreement to sale executed by builder

in favor of borrower.

Original receipt in respect of registration of Agreement to sell

41
 Copy of the map of the building duly approved by the appropriate authority.

NOC from the builder for creating mortgage and noting of Banks lien if the
building is under construction.

Share certificate, if society is formed, duly supported with NOC from the
society for creation of mortgage and noting of our lien in societys record.

PROCESSING CHARGES:

For Loan up to Rs.50 lacs 7500 Minimum + GST 18% on loan amount

For loan above Rs.50 lacs 20000 + GST 18% on loan amount

Normal processing charges for takeover of loans from other banks / financial
institutions @ 0.50% + GST 18% & maximum Rs.12500/- (incl. Documentation
& Post Inspection charges)

42
 BARODA EDUCATION LOAN

As we are aware that our Bank was having different products related to
Education Loan.

These Loan Schemes have been realigned for operational convenience under
the name BARODA EDUCATION LOAN as below.

2) Baroda Loan for Career Development

3) Baroda Loan for Skill Dev. of Construction Workers.

4) Baroda Education Loan for Vocational Education & Training.

43
BARODA VIDYA

Bank of Baroda presents a one of its kind finance option for parents of students
pursuing school education. These loans are available for studies from Nursery
to Senior Secondary School.

No processing & documentation charges.

No Margin.

No security required.

ELIGIBILTY:

Should be an Indian national residing in India.

Student should have secured admission to a recognized school / High school

/ Jr. College (including CBSE / ICSE / State Board) for any of the following

Courses

1. Stage I: Nursery to V th STD.

2. Stage II: VI th to VIII STD.

3. Stage III: IX th to XII th STD.

44
 COVERAGE OF EXPENSES FOR:

Fee payable to college / school.

Examination / Library / Laboratory Fee.

Fee and other charges payable to hostel.

Purchase of books / equipments / instruments / uniforms.

Personal Computers / Laptops wherever required.

Caution deposit / building fund / refundable deposit supported by institution bills

/ receipts.

MAXIMUM LOAN AMOUNT:

Rs 4 Lacs

REPAYMENT PERIOD:

Loan for each yearly sub limit is repayable in 12 equal monthly installments.
First

Installment to be due 12 months after first disbursement of each year's loan

component.

SECURITY:

No security

In case the loan is given for purchase of computer the same is to be

hypothecated to the bank.

45
 RATE OF INTEREST:

0.50 % concession in rate of interest to loans for girl students.

Interest to be serviced as and when applied during moratorium period.

Penal Interest @ 2% on overdue amount if the loan amount exceeds Rs. 2/-
lacs.

Amount of Loan Rate of Interest

Up to Rs 7.50 Lacs : One year MCLR + Strategic

Premium + 2.50%

Above Rs 7.50 Lacs : One year MCLR + Strategic

Premium + 1.75%

BARODA GYAN

A loan product specially designed for students pursuing Graduation, Post -

Graduation, Professional & Other courses in India. Bank of Baroda extends a
helping hand to energize your studies and promote education of the youth.

No processing charges.

No Margin on loans up to 4 lacs.

Free Debit Card.

COURSES ELIGIBILITY:

All Graduation courses.

All Post Graduation courses & Doctorate courses.

46
 Professional Courses viz. Engineering, Medical, Agriculture, Veterinary, Law,
Dental, Management, Computer, Ayurved, Homeopathy, Physiotherapy, Hotel
Management, Hospital Management, Interior Designing, Architecture, Event
Management, Mass Communication, Fashion Technology, etc.

Computer certificate courses of reputed institutes accredited to Dept. of

Electronics or institutes affiliated to Universities.

Courses like C.A, ICWA, CFA, CS, etc.

Courses conducted by IIM, IIT, IISc, XLRI. NIFT etc.

Regular Degree/ Diploma courses like Aeronautical, pilot training,

shipping etc., approved by Director General of Civil Aviation/shipping.

Other courses leading to diploma / degree etc. conducted by

colleges/universities approved by UGC/Govt./ AICTE/ AIBMS/ ICMR etc.

Courses offered in India by reputed foreign Universities.

Evening courses of institutes approved by

State/Central/Govt./UGC/AICTE/AIBMS/ICMR/ICAR.

Courses offered by National Institutes and other reputed private institutions.

The College/Institute must have been approved by the State/Central
Govt./UGC/AICTE, etc.

STUDENT ELIGIBILTY:

Should be Resident Indian.

Secured admission to either of above courses

47
 COVERAGE OF EXPENSES:

Fee payable to college / Institution / University.

Examination / Library / Laboratory Fee.

Fee and other charges payable to hostel.

Purchase of books / equipments / instruments.

Personal Computers / Laptops wherever required.

Caution deposit / building fund / refundable deposit supported by institution bills

/ receipts.

Any other expenses required to complete the course - like study tours, project
works, thesis, etc.

MAXIMUM LOAN AMOUNT:

Rs.25.00 Lacs for Medical Education.

Rs.10.00 Lacs for Other

MARGIN:

Up to Rs. 4.00 lacs :- NIL

Above Rs. 4.00 lacs 5%

Margin is to be contributed on pro rata basis on year to year basis as and when
disbursements are availed.

48
 REPAYMENT/MORATORIUM PERIOD:

Course period + 1 year or 6 months after getting job, whichever is earlier.

The loan is repayable in 5-7 years after the moratorium period.

Repayable in 120 maximum Installments for loan amount upto Rs 7.50 lacs

Repayable in 180 maximum Installments for loan amount above Rs 7.50 lacs .

SECURITY:

Up to Rs.4 lacs : No security

Above Rs. 4.00 lacs and up to Rs. 7.5 lacs: Collateral in the form of a suitable

Third party guarantee along with assignment of future income.

Above Rs.7.5 lacs: Tangible collateral security equal to 100% of the loan
amount along with assignment of future income

RATE OF INTEREST:

Simple interest to be charged at monthly rests during the repayment holiday /

moratorium period.

1% interest concession is provided if interest debited during repayment holiday

is serviced.

1% Concession in rate of interest to loans for girl student.

Penal interest @ 2% p.a. on overdue amount, if the loan amount exceeds

Rs.4.00 lacs.

49
 Amount of Loan Rate of Interest

For List-A Institutions One year MCLR + Strategic

Premium + 0.25%
Upto Rs 15 Lacs :

Above Rs 15 Lacs: One year MCLR + Strategic

Premium

For List-B Institutions One year MCLR + Strategic

Premium + 0.75%
Upto Rs 7.50 Lacs :

Above Rs 7.50 Lacs: One year MCLR + Strategic

Premium + 0.50%

BARODA SCHOLAR

Bank of Baroda presents financial assistance to students going abroad for

Professional / Technical studies. The loan offering is designed to empower you
with the financial capability to realize your dreams achieve your goals. Reach
out to the maximum limits.

COURSES ELIGIBLE:

Graduate/Post Graduate / Doctorate / Job Oriented Professional / Technical

Courses offered by reputed Universities overseas.

Regular Degree/ Diploma courses like Aeronautical, pilot training, shipping etc.
The Institute should be recognized by the competent local aviation / shipping
authority and Director General of Civil Aviation/shipping in India.

50
 STUDENT ELIGIBILTY:

Should be an Indian National.

Secured admission to Professional/Technical Courses at foreign

Universities/Institutions.

COVERAGE OF EXPENSES (for overseas studies):

Admission/Tuition fees to College/University.

Hostel/Mess charges.

Examination/Library/Laboratory fee.

Purchase of books/equipments/instruments.

Caution deposit/building fund/refundable deposit supported by institution

bills/receipts.

One way travel expenses/Passage money.

Purchase of computers if essential for completion of the course.

MAXIMUM LOAN AMOUNT : Rs. 20.00 Lacs.

MARGIN: 15%

REPAYMENT /MORATORIUM PERIOD:

Course period + 1 year or 6 months after getting job, whichever is earlier.

The loan is repayable in 5-7 years after the above period.

51
 Repayment Period :

Repayable in 120 maximum Installments for loan amount upto Rs 7.50 lacs
Repayable in 180 maximum Installments for loan amount above Rs 7.50 lacs

SECURITY:

Up to Rs.4.00/- lacs : No security

Above Rs. 4.00 lacs and up to Rs. 7.5 lacs: Collateral in the form of a suitable
third
party guarantee along with assignment of future income.

Above Rs.7.5 lacs: Tangible collateral security equal to 100% of the loan
amount along with assignment of future income.

RATE OF INTEREST:

Simple interest during repayment holiday/moratorium period.

1% interest concession, if interest debited during the repayment holiday is

serviced.

0.50% Concession in rate of interest to loans for girl student.

Penal interest @ 2% p.a. on overdue amount if loan exceeds Rs.4/- lacs.

Amount of Loan Rate of Interest

List A Institute & List B Institutes One year MCLR + Strategic

Premium + 1.00% = 9.60%

Other Institutes not specified in List One year MCLR + Strategic

A and List B Premium + 2.50% = 12.10%

52
BARODA CAREER DEVELOPMENT

Gainfully employed persons intend to pursue higher education, vocational

courses, trainings, pilot trainings, skill up gradation, diploma or degree courses
offered in aviation, hospitality and travel management, executive development
etc. in India / abroad.
To help the future management leaders acquire higher specialized managerial
skills and dominate the global arena, Bank of Baroda brings Baroda Career
Development, a unique loan facility for working persons.

ELIGIBILTY OF COURSES:

Graduate, Post Graduate, Diploma, Professional Courses, Specialization

courses offered by reputed Universities/ Institutions (Indian or Overseas),
having assured employment prospects,

Skill up gradation courses offered by various institutes (Indian/Overseas),

having assured employment prospects,

Courses offered by Hospitality Management Institutes for Skill upgrade/Short

course/ Training etc.

Pilot Training Courses, offered by reputed Institutions (Indian or Overseas),

approved by Director General of Civil Aviation (DGCA) /International Civil
Aviation Organization (ICAO).

STUDENT ELIGIBILTY:

Should be an Indian National.

Have secured admission to the course through entrance test / merit based
selection process.

53
 MAXIMUM QUANTUM OF LOAN:

Need based finance subject to repaying capacity of applicant, based on present

/ expected income after completion of the course.

In India: Rs. 10.00 Lacs.

Abroad: Rs. 20 Lacs.

COVERAGE OF EXPENSES:

Tuition Fees, Examination/ Library fee etc. charged by the Institution.

Hostel fees.

Cost of Books, equipment, instruments, etc.

Personal Computers/ Laptops, wherever required.

Any other expenses required to complete the Course viz: Study Tours, Project
works, thesis, etc.

MARGIN:

15% (Any scholarship / assistantship, if received, would not be included in

margin).

REPAYMENT PERIOD:

Maximum 60 EMIs.

54
 SECURITY:

100% tangible collateral security by way of mortgage of property or assignment

of securities NSC, KVP, LIC policy, FDR etc.

Personal guarantee of Father / mother of the applicant or any other person

having sufficient worth

INTERST RATE:

One Year MCLR + striges premium + 2.75%

PROCESSING CHARGES:

1,000 to 10,000 Onetime fee

0.50% of Loan amount

BARODA AUTO LOAN

As we are aware that our Bank was having different products related to Auto
Loan sector.
These Loan Schemes have been realigned for operational convenience under
the name BARODA AUTO LOAN as below:

1) Baroda Car Loan

2) Baroda Car Loan to HNIs /Corporates

3) Baroda Loan for Two Wheelers

55
 PURPOSE:

For purchase of any new four wheeler, car, jeep, station wagon etc. and two
wheeler for private use.

For purchase of second hand car / Two Wheeler ( not more than 3 years old )

ELIGIBILITY:

Salaried Employees / Directors of private, Public Limited Companies,

Proprietorship /Partnership firms and Government Employees / individuals,
high salary earners /Businessmen / Professionals.

Prior account relationship not essential. However, statement of account for last
six months should be studied to satisfy that the conduct of the account is
satisfactory.

Minimum age 21 years

Maximum age

Salaried: Present age + repayment period should not exceed retirement

age.

Others: Present age + repayment period should not exceed 65 years.

Minimum Employment one year / stable business.

LIMIT

New Vehicle: Rs.15.00 lacs

For HNIs/ Corporate: Rs.100 lacs

56
 INCOME CRITERIA:

Monthly Income Modified Criteria

50000 24 times of monthly income

50000 - 150000 30 time of monthly income

150000 & above 36 time of monthly income

For Two Wheeler: Rs.1.00 lac or 5 times of gross monthly income whichever is
lower subject to repayment capacity

MARGIN:

Amount of loan Purpose Margin

Up to Rs.15 lac Purchase of new car 15%

Purchase of two wheeler 10%

Above Rs.15 lac Purchase of new car 20%

INTEREST RATE:

Amount of loan ROI

Car Loan: One year MCLR + Strategic

Premium + 0.25% to One year
MCLR + Strategic Premium
+2.00%

Car Loan to Corporate: One year MCLR + Strategic

Premium + 0.25%

57
 Concession of 0.50% in rate of interest will be provided to those who offer
minimum 50 % of liquid security e.g. NSC, KVP, LIC Policy or Fixed Deposit of
our Bank as collateral.

Concession to existing housing loan customers of 0.25%

REPAYMENT:

New Car- 84 EMIs

Second Hand Cars -36 EMIs

Two Wheeler- 60 EMIs

SECURITY:

Banks charge to be noted with RTO.

Comprehensive Insurance of vehicle with Bank clause.

PROCESSING & DOCUMENTATION CHARGES:

Car Loans

Up to Rs.15.00 lacs - 0.75 % Maximum Rs.6000/-

Limit Over Rs.15.00 lacs - 0.50 % of loan amount with a maximum of

Rs.15000/-

58
Two Wheeler
INSURANCE:

Comprehensive Insurance of the Vehicle with Banks Clause. In case of second

hand car, the existing insurance policy be got transferred to the name of the
borrower with banks clause.

POWER OF DEVIATION:

Powers of Financial Deviations which have a direct impact on Profit & Loss A/C
of bank shall not be exercised below the level of Baroda Corporate centre
(BCC). However non-financial deviations may be considered as per powers
delegated.

INTEREST RATE
One year MCLR + Strategic Premium + 4.00%

REPAYMENT:
The loan amount can be repaid in maximum 60 months from the date of
disbursement of loan.

SECURITY:
As a security, the vehicle to be purchased out of the loan is to be hypothecated
to the bank.

Personal loan

Purpose
For any purpose other than speculation
Eligible Borrowers
Employees of Central / State Govt. / Autonomous Bodies/ Public / Joint Sector
Undertakings, Public Limited Co. / MNCs & Educational Institutions with
minimum continuous service for 1 year

59
 Employees of Proprietorship, Partnership firms, Private Limited companies,
Trust - with minimum continuous service for 1 year
Insurance Agents- doing business for minimum last -2- years
Self Employed Professionals (Doctor, Engineer, Architect, Interior Designers,
Tech. and Management Consultants, Practicing Company secretaries etc) --
with minimum 1 year stable business.
Self Employed Business persons - with minimum 1 year stable business.

Account Relationship

Loan amount up to Rs. 2.00 Lakhs:

Satisfactory account relationship with our Bank or any other Bank for at least -
6-onths

Loan amount above Rs.2.00 Lakhs:

Satisfactory account relationship with our Bank for at least -6- months.
In case of Employees of Proprietorship, Partnership firms, Private Limited
companies, Trust Salary account of the employee should be maintained with
our Bank for the last -6- months.
In case of Insurance Agents The Commission for the minimum last -6- months
to be credited to the account with us.

Age

Minimum: 21 Years

Maximum:

For Salaried Persons:

Age of Borrower plus repayment period should not exceed retirement age or 60
years whichever is lower.

60
For non-salaried Persons:

Age of Borrower plus repayment period should not exceed 65 year

Loan Limit

Maximum:

Metro & Urban: Rs. 10.00 Lakhs

Semi-Urban & Rural : Rs.5.00 Lakhs

Minimum:

Metro & Urban: Rs. 1.00 Lakh

Semi-Urban & Rural: Rs.50, 000/-

Repayment
Maximum -48- months (in equated monthly installments)

Repayment Capacity

GMI less than Rs. 75,000: 40% of GMI

GMI Rs. 75,000 and above but less than Rs.2, 00,000: 50% of GMI
GMI Rs. 2, 00,000 and above: 60% of GMI

Penal interest
Penal interest @2% shall be levied on overdue amount

Penalty for Prepayment

Pre-closure within-6- months:

4% on the outstanding balance as per original repayment / EMI schedule

Pre-closure after 6 months:

Nill

61
 Chapter 5

ANALYSIS & INTERPRETATION

62
5.1 Primary analysis

1. People aware about loan offering of Bank:

Are you aware about the loan offrring of bank?

46

105

Yes No

Interpretation:-
From the survey we found that, 69.5% respondents are aware about loan offering of
banks.

63
2. People availed any loan or joint loan:

Have you availed any loan / join loan?

No, 47, 31%

Yes, 104, 69%

Yes No

Interpretation:-

In this case, we found that only 69% respondents have availed loan, while 31%
respondents are said no for the same. Most top people are take loan from bank the
reason for this is that lowest interest rate and long term loan. Bank many facility are
provide too customer. So people are taking more loan from bank.

64
3. Type of loan availed by people:

IF YES , WHICH TYPE OF LOAN HAVE YOU AVAILED?

Business, 2

Personal loan / Retail

Business

Personal loan /
Retail, 104

Interpretation:-

In this graft which person are taken which type of loan it has been shown. 68.9% have
availed retail/personal loan, 1.3% business loan, and 29.8% have not availed any loan
according to our research. In this graft maximum people are taken personal loan and
very less people are taken business loan.

65
4. Purpose of availing a joint loan:

For what purpose did you avail a join

loan?

35
30
25
20
31
15
23
10 16 17
5 9 8
0
Housing Education Vehicle Loan again Loan again Loan again
loan loan loan property F.D. Govt
security

Interpretation:-

Highest 31 people have taken housing loan, 23personhave taken Education loan and
vehicle loan is taken by 16 person. At last loan again government security is taken by
8 person. Housing loan are to highest comparer to every type of loan and also loan
against government security. In personal loan under many type of loan but people are
choice sum loan and take only that loan from Bank of Baroda. In personal loan all loan
in highest rate of interest are too vehicle loan. In every personal loan in lowest interest
of rate in Loan again F.D.

66
5. Time duration of loan:

WHAT IS THE TIME DURATION OF YOUR

LOAN?

24
More than 10 Year
29
5-10 Year
34 3-5 year
1-3 Year
19

0 10 20 30 40

Interpretation:-

According to our survey34 respondents have taken loan from 3-5, while 29
respondents have taken loan for 5-10 year, 24 respondents have taken loan from more
than 10 years, and 19 respondents from 1-3 year. In survey most top people are take
a housing loan and of this loan time duration of loan are always long margin. Most top
people are take 3-5 year time of loan period many people take it. 1-3 year loan very
few people take that type of loan.

67
6. Time taken by bank to disburse the loan: the loan?

How much time was taken by bank to pass

disburse the loan?

7
29
< 1 week
34
1-2 week
2-4 week
More than a 4 week

36

Interpretation:-

Sometime bank take a too much time to pass the any type of the loan. Here, 23.8%
respondents replied that bank took maximum 1 to 2 week to passing the loan. In that
bank are very few loan are passing too more than 4 week. Sometime people are not
complete to his loan related all paper so that time bank pass the loan of time are
increase. 22.5% people respondents replied that bank took maximum 2-4 week to
passing the loan.

68
7. Loan disbursement procedure smooth:

Was the loan disbursement

procedure smooth?

38%

Yes
62%
No

Interpretation:-

In bank very most people say that his loan disbursement procedure smooth because
the reason for this that customer complete paper lets. 62% respondents replied
positively that the procedure was smooth. Sometime some propel loan disbursement
procedure are very long because the reason for this that customer incomplete papers.

69
8. Loan taken:

HOW MANY LOAN TAKEN YOU?

ABOVE 1000000 29

500000-1000000 20

300000-500000 27

100000-300000 22

50000-100000 8

Interpretation:-

In that question explain to how many loan are taken to customer. In that 19.2 people
are take a loan above 10 lac and very few people 5.3 are take a 50000-100000 loan.
Compare to 3 and 5 number loan 3 number loan are little bit less to Compare to 5
number loan. Compare to 2 and 4 number of loan in that 2 number of loan are little bit
bigger to 4 number loan.

70
9. Rate of interest on your loan:

Chart Title
50
45
40
35
30
25 49
20
15
23 23
10 15 18
5 7 5 7
4
0
8.35 8.85 10 9.5 8.85 12 6.9 7.2 No

Interpretation:-

In that question explain to rate of interest of retail loan. In that all over interest rate are
different different. Every loan to own interest ret. But that interest ret are decide to
bank. Which customer are to provide which interest rate that decide to him CIBIL
report. Who has CIBIL report rank are lowest that person does not get loan. In that
highest interest rate of 12 of two wheeler and low in lowest in rate of interest 6.9 to
F.D.

71
10. Rate on its performance for following parameter:

10.1 Processing Fees

Processing fees

60

50

40

30

20

10

0
Extremely Satisfy Neutral Dis Satisfy Extremely
Satisfy Dissatisfied

Interpretation:-
In that question explain to prosing fees of taken a loan. In that processing fees are
paying to customer and some people do not like and some people like this prosing
fees. Processing fees in 57 customer are extremely satisfy and 36 customer are only
satisfy and very low customer are dissatisfy to processing fees.

72
 10.2 Resolution of Query

Resolution of Query

61

32

0 10 20 30 40 50 60 70

Extremely Dissatisfied Dis Satisfy Neutral Satisfy Extremely Satisfy

Interpretation:-

In that Question explain to Resolution of query. In that customer how satisfy to

resolution of query. 61 Customer are only satisfy in resolution query and very lowest
customer are dissatisfied in resolution query.

73
 10.3 Paper Work

Paper Work

53
60

50

40 30
30
16
20
5
10 2

Extremely Satisfy Satisfy Neutral Dis Satisfy Extremely Dissatisfied

Interpretation:-

In that equation explain to they are take which type of loan in that loan very imported
to paper work. Some customer are satisfy and someone has not satisfy. In that 53
customer are extremely satisfy with paper work and 2 customer are extremely
dissatisfied with the paper work.

74
 10.4 Post Disbursement

Post Disbursement
60
51
50

40
34
30

20 11
7
10 3

Extremely Satisfy Satisfy Neutral Dis Satisfy Extremely Dissatisfied

Interpretation:-
In that equation customer are satisfy with the post disbursement and dissatisfy with
post disbursement. In that 51 customer are extremely satisfy with post disbursement
and very lowest 3 customer are with the post disbursement

75
 10.5 Communication

COMMUNICATION
54
60

50 42

40

30

20
7
2
10 1

Extremely Satisfy Satisfy Neutral Dis Satisfy Extremely Dissatisfied

Interpretation:-
In this equation explain to bank employ how to behaviour with the customer and how
to commutated with him. In that very highly 54 customer are extremely satisfy with
communication and very lowest 1 customer are dissatisfied with that.42 customer are
only satisfy with communication.

76
 10.6 Loan Procedure

Loan Procedure

51

43

0 10 20 30 40 50 60

Extremely Dissatisfied Dis Satisfy Neutral Satisfy Extremely Satisfy

Interpretation:-
In that equation to customer take a loan to him loan procedure to with they are satisfied
or dissatisfied. In that satisfy to 51 customer are very highly to compeer to all of them.
In that 43 customer are extremely satisfied with loan procedure

77
 11. Securities pledged:

WHAT SECURITIES DID YOU

PLEDGE?
40
40

30 24

20 14
11
10 5 6
4
2
0

House property Stock Shares certificate Land & Shops

Gold Fixed Deposited Other No Securities

Interpretation:-

In that question bank provide to any type of loan so they are take any type of securities
to pledge. In that most top 40 customer are to pledge in his house property and few 2
customer are to pledge to him gold and stock. Some customer pledge no any
securities.

78
12. Factors kept in mind for selecting bank:

What factors did you keep mind

selecting your bank?
60 58
50

40

30
19
15
20 7 7
10

Reviews Company Profile Interest rate Rule and regulation Company policy

Interpretation:-

In that equation customer are choice to what type of factors keep in his mind. In that
very highly 58 customer are see to company profile and then after they take a loan by
bank. Very lowest customer are watch to company rule and regulation and reviews.

79
13. Parameters on which you are dissatisfied:

On which parameters are you

dissatisfied?

41
28
17
13
7

0 10 20 30 40 50

Other Luck of support Lengthy procedure

Complex procedure High interest rate

Interpretation:-

In that equation customer which type of parameters to the dissatisfied. In that highest
parameters to customer are dissatisfied reason of other. Very low customer are
dissatisfied to highly interest rate. Some customer are to dissatisfied with length
procedure. Some customer are sometime dissatisfy with even from that luck of support
and complex procedure. Above chart in low in lowest percentage of dissatisfied in high
interest rate so that mean very low customer are dis satisfied of high interest rate.

80
14. Reason behind dissatisfaction:

If no, what was the reason behind it?

Other
10% High interest
rate
Luck of support
11%
8% High interest rate
Complex procedure

Complex Lengthy procedure

procedure Luck of support
46%
Lengthy Other
procedure
25%

Interpretation:-

Someone has not taken any loan but why? Everyone has dont taken any loan every
people behind something has a reason. Like Luck of support, High interest rate,
complex procedure, lengthy procedure, and some other reason. In chart highest 46%
people are not taking loan that reason has complex procedure.25% reason has length
procedure and 8% luck of support and 10% has other reason. Compare to twice
reason to complex procedure and luck of support there is a big difference between
these two.

81
15. Reasons for loan rejections:

WHAT REASON DO YOU FOR LOAN

REJECTIONS?
12

12 10 10

10 8 8

In complete KYC Criteria not matched Insufficient Securities CIBIL Other

Interpretation:-

In above chart in to the in complete KYC, criteria not matched, insufficient securities,
CIBIL, and other it can be done by rejected your loan.12 % respondents replied that
the reason for their loan rejection is CIBIL. Most top people loan rejected it reason are
CIBIL. Lowest loan rejected reason has criteria not matched and other. In complete
KYC and insufficient securities both are same parentage to reject to loan.

82
5.2 Secondary analysis (Crosstab)

1. Age & type of loan availed:

45 44
40
35
30 26
25 22
20
15 12

10
5 1 1

18-30 31-40 41-50 50 & Above

Interpretation:-

In that most top customer are taking personal loan very few customer are taken to
business loan. 44 respondents are of age 31-40, which is majority among all the
respondents, and business loan has been taken from age 18-30 and 50 and above
person. 31-40 age many customer has taken personal loan in this age. Compeer to
both tape of loan in there is lots off different. In personal loan 50 above aged customer
are dont take a loan.41-50 age customer to take a very lowest loan.

83
 2. Period of loan & time taken by bank to pass disburse the loan:

1-3 Year 3-5 year 5-10 Year More than 10 Year

17

11 11
9
8 8
7 7 7
5 5
4
2 2 2
1

< 1 week 1-2 week 2-4 week More than a 4

week

Interpretation:-
34 respondents replied that time taken of their loan is 3-5 years and the bank took 1-
2 weeks to disburse the loan.29 respondents replied that time taken of their loan 1-3
years and bank took < 1 week to disburse the loan.33 respondents that time taken of
their loan 5-10 years and the bank took 2-4 weeks to disburse the loan.7 responder re
disburse the loan

84
3. Type of loan availed & time taken by bank to pass/disburse the
loan:

40 36
33
35
29
30
25
20
15
10 6
5 1 1
0
< 1 week 1-2 week 2-4 week More than a 4
week

Personal loan / Retail Business

Interpretation:-

36 respondents have taken personal and the time taken by the bank to disburse the
loan is 1-2 weeks.29 respondents have taken personal and the time taken by the bank
of disburse the loan < 1 week.33 Respondents have taken personal and the time by
the bank to disburse the loan is 2-4 weeks and in that 1 of business loan are taken to
customer for 2-4 weeks. 6 respondents have taken personal and the time taken by the
bank to disburse the loan is more than a 4 weeks and in that 1 business loan are
include for more than 4 week period of time.

85
5.3 ONE SAMPLE T TEST:

1. Hypothesis
H0: Respondents arent satisfied with the processing fees provided by the Bank of
Baroda.
H1: Respondents are satisfied with the processing fees provided by the Bank of
Baroda.

One-Sample Statistics

N Mean Std. Deviation Std. Error Mean

Processing Fees 151 2.9536 2.13335 .17361

Test Value = 0

95% Confidence Interval of the

Difference

t df Sig. (2-tailed) Mean Difference Lower Upper

Processing Fees 17.013 150 .000 2.95364 2.6106 3.2967

Processing fees

60

50

40

30

20

10

0
Extremely Satisfy Neutral Dis Satisfy Extremely
Satisfy Dissatisfied

86
Interpretation:

In the above table the p value < 0.05 therefore H0 is rejected. So it can be said that
respondents are satisfied with the processing fees. The respondents dint find any fault
or problem with the products provided by Bank of Baroda.

2. Hypothesis

H0: Respondents arent satisfied with the Resolution of query provided by the Bank of
Baroda.
H1: Respondents are satisfied with the Resolution of query provided by the Bank of
Baroda.

One-Sample Statistics

N Mean Std. Deviation Std. Error Mean

Resolution of Query 151 3.1126 2.00514 .16318

One-Sample Test

Test Value = 3

95% Confidence Interval of the

Difference

t df Sig. (2-tailed) Mean Difference Lower Upper

Resolution of Query .690 150 .491 .11258 -.2098 .4350

87
 Resolution of Query

61

32

0 10 20 30 40 50 60 70

Extremely Dissatisfied Dis Satisfy Neutral Satisfy Extremely Satisfy

Interpretation:

In the above table the p value < 0.05 therefore H0 is rejected. So it can be said that
respondents are satisfied with the Resolution of query. The respondents dint find any
fault or problem with the products provided by Bank of Baroda.

3. Hypothesis

H0: Respondents arent satisfied with the Paper work by provided the Bank of Baroda.
H1: Respondents are satisfied with the Paper work provided by the Bank of Baroda.

One-Sample Statistics

N Mean Std. Deviation Std. Error Mean

Paper Work 151 3.0530 2.09694 .17065

88
 One-Sample Test

Test Value = 3

95% Confidence Interval of the

Difference

t df Sig. (2-tailed) Mean Difference Lower Upper

Paper Work .310 150 .757 .05298 -.2842 .3902

Paper Work

53
60

50

40 30
30
16
20
5
10 2

Extremely Satisfy Satisfy Neutral Dis Satisfy Extremely Dissatisfied

Interpretation:

In the above table the p value > 0.05 therefore H1 is rejected. So it can be said that
respondents are not satisfied with the Resolution of query. The respondents dint find
any fault or problem with the products provided by Bank of Baroda.

89
 4. Hypothesis

H0: Respondents arent satisfied with the Post disbursement by provided the Bank of
Baroda.
H1: Respondents are satisfied with the Post disbursement provided by the Bank of
Baroda.

One-Sample Statistics

N Mean Std. Deviation Std. Error Mean

Post Disbursement 151 3.1060 2.10445 .17126

One-Sample Test

Test Value = 3

95% Confidence Interval of the

Difference

t df Sig. (2-tailed) Mean Difference Lower Upper

Post Disbursement .619 150 .537 .10596 -.2324 .4443

Post Disbursement
60
51
50

40
34
30

20 11
7
10 3

Extremely Satisfy Satisfy Neutral Dis Satisfy Extremely Dissatisfied

Interpretation:
In the above table the p value > 0.05 therefore H1 is rejected. So it can be said that

90
Respondents are not satisfied with the Post disbursement. The respondents dint find
any fault or problem with the products provided by Bank of Baroda

5. Hypothesis

H0: Respondents arent satisfied with the communication at the Bank of Baroda.
H1: Respondents arent satisfied with the communication at the Bank of Baroda.

One-Sample Statistics

N Mean Std. Deviation Std. Error Mean

Communication 151 2.9603 2.11937 .17247

One-Sample Test

Test Value = 3

95% Confidence Interval of the

Difference

t df Sig. (2-tailed) Mean Difference Lower Upper

Communication -.230 150 .818 -.03974 -.3805 .3011

COMMUNICATION
54
60

50 42

40

30

20
7
2
10 1

Extremely Satisfy Satisfy Neutral Dis Satisfy Extremely Dissatisfied

91
 Interpretation:

In the above table the p value < 0.05 therefore H0 is rejected. So it can be said that
respondents are satisfied with the communication. Except in technical problem the
respondents are not satisfied with the communication so in that case p value is greater
than 0.05 rest overall the respondents are satisfied.

5.4 Binomial test

1. Hypothesis

H0: people are not aware about the loan offering of bank.

H1: People are aware about the loan offering of bank.

Binomial Test

Observed Asymp. Sig.

Category N Prop. Test Prop. (2-tailed)

Are you aware about the Group 1 Yes 105 .70 .50 .000a
loan offering of bank? Group 2 No 46 .30

Total 151 1.00

92
 30%

Group 1 Yes
70% Group 2 No

Interpretation:

o.ooo<0.05 so ho is rejected that means that people are aware about the Group 1 loan
offering of bank.

2. Hypothesis

H0: The loan disbursement procedure not smooth.

H1: The loan disbursement procedure smooth.

Binomial Test

Observed Asymp. Sig.

Category N Prop. Test Prop. (2-tailed)

Was the loan Group 1 Yes 93 .62 .50 .005a

disbursement procedure Group 2 No 58 .38
smooth?
Total 151 1.00

93
 38%

62% Group 1 Yes

Group 2 No

Interpretation:

H0 is rejected because 0.005 < 0.05 that means it show the loan disbursement
procedure smooth.

94
5.5 Chi square test:
1. Hypothesis

HO: There is no significant relationship between the Age and Education.

H1: There is a relationship between the Age and Education.

Age * Education Cross tabulation

Count
Education
U.G P.G Master Doctorate Total
Age 18-30 8 13 4 3 28
31-40 36 13 7 9 65
41-50 21 9 6 3 39
50 &
9 4 4 2 19
Above
Total 74 39 21 17 151

Chi-Square Tests
Asymp. Sig.
Value df (2-sided)
Pearson Chi-Square 10.925a 9 .281
Likelihood Ratio 10.492 9 .312
Linear-by-Linear
.343 1 .558
Association
N of Valid Cases 151

95
 18-30 31-40 41-50 50 & Above

36

21

13 13

8 9 9 9
7 6
4 4 4 3 3 2

U.G P.G Master Doctorate

Interpretation:
In this chart to two type of data explain first is Age of customer and second is education
of costumer. In that chart maximum people are taking a loan that all customer are
under graduation and in that highest age of people in that 31-40.In that age most tope
people are taking loan. Then opposite said most lowest taken loan people are from
Doctorate. P.G & Master background customer between the two there is no big
difference. In that chart most lowest taken loan to Doctorate customer in 50 above
age.

96
Chapter 6
FINDINGS

97
Findings related to Training & Learning:-

Primary data

In that maximum people are aware about bank offering loan.

Maximum customer taken a personal loan.

Many type of loan avail to bank but in that customer increase in more taken housing

loan and a little less than customer taken education loan and very lowest customer

taken to loan again government security.

In that most top customer chose to the period of time his loan 3-5 year.

Maximum customer are extremely satisfied to communication.

Every customer are before taking loan which bank are good in every in a big way

then after customer are taking loan. In that case the cause of the loan is taken only

for Company profile.

Secondary data

Age and type of loan are explain here in that more and more customer are taking
personal loan and even in it customer above 30 take longer.
The credibility of Bank of Baroda is good in comparison to its competitor as COI

(Government of India) is a major sheer holder in the company.

The initial balance for A/C opening is Rs.1000/- and thats why people are

reluctant in opening the same but now the bank provide 100/- balance Account

which can help them in increasing their CASA ratio.

The privilege given to the preferred customer and royal customer like home service

is liked appreciated by the customers.

98
 The document require to fill before opening any account is very clear and easy to

understand.

Bank of Barodas network is very largest in India and word like SBI.

The Morden day technology like internet banking, Phone banking, used for Bank

of Baroda provide banking service has sent positive signal in the mind of

customer.

There is the great opportunity of complete with Bank of Baroda & to retail its

customer by fulfilling the requirement of the customer in Bank of Baroda product.

All of the customer are satisfied with the service provide by bank.

Many of these customer are satisfied with the low interest rate and longest

repayment period of the advance product.

Approximately most of advantage product using said the service of Bank of Baroda

in advance product is excellent.

A response of customer is so clear & good.

Many customer have no time and no ready to give answer

S. NO H0 Cal Sigma Tab Sig < or > Result

1 No 0.558 0.05 > Accept

significant
relationship
between the
Age and
Education.

99
 Chapter 7

RECOMMENDATIONS

100
 Customer awareness program is required so that more people should attract to

retail loan.

Bank of Baroda take some steps customer can get their loan on time or not.

Retail loan selling agent must not give any type of wrong information regarding

to retail loan.

For the better service new offering would be require.

Bank of Baroda customer care should more concern about the faster statement

of the customer problem.

Agents should be trained, well educated, and proper training to convince the

people about the different Retail loan.

It is the duty of the bank to disclose all the material fact regarding Retail loan,

like interest charge, repayment period, other type of charges etc.

The bank should increase the period for repayment of loan.

Bank of Baroda more focus on retailer existing customer.

Bank of Baroda must focus on segmentation base on customer knowledge

product offering based on customer demand.

Bank of Baroda must take feedback of customer regarding feature & service.

101
Chapter 8

CONCLUSION

102
Conclusion:-

From the analysis part it can be conclude that customer have good response
toward Bank of Baroda Retail loan all product in Bapunagar area. Bank of
Baroda first positing having large number of customer & provided good and
service to them. The bank has a wild customer base, so the bank should
commentary on this to retain these customer.

In present scenario Bank of Baroda is largest advance product is sure in INDIA.

Within a very short period of time the achievement made by Bank of Baroda is
excellent, what a normal bank cannot expected, but it is the biggest done by
Bank of Baroda. It happiness due to employee dedication to words
organization, faster growing Indian economy & and brand image.

103
 BIBLIOGRAPHY
Retail Banking (By Indian institute of Banking & Finance)
Retail marketing tool kit (3rd Edition published By BOB, Chennai)
Retail Management (By BajajTulsi Srivastava, OXFORD. University Press

INTERNET
www.google.com

www.Bankofbaroda.com

www.bankbajar.com

www.wikipedoa.org

www.rbi.org.in

104
 ANNEXURES
Section - 1
1. Are you aware about the loan offering of bank?

Yes No
2. Have you availed any loan /Join loan?

Yes No
(If No, go to Section-2)
3. If yes, which type of loan have you availed?

Personal loan / Retail Business

4. For what purpose did you avail a join loan?

Housing loan Education loan

Vehicle loan Loan again property
Loan again F.D. Loan again Govt security
5. What is the time duration of your loan?

1-3 Year 3-5 year

Year More than 10 Year
6. How much time was taken by bank to pass disburse the loan?

< 1 week 1-2 week

2-4 week More than a 4 week

105
 7. Was the loan disbursement procedure smooth?

Yes No
8. How many loan taken you? / What is rat of interest on your loan?

9. Rate the back out of 5 on its performance for following parameter?

Rating Extremely Satisfy Neutral Dis Extremely
Satisfy Satisfy Dissatisfied

Processing Fees

Resolution of
Query
Paper Work

Post
Disbursement
Communication

Loan Procedure

10. What Securities did you pledge?

House property Stock

Shares certificate Land & Shops
Gold Fixed Deposited
Other

106
 11. What factors dii you keep mind while selecting your bank?

Reviews Company Profile

Interest rate Rule and regulation
Company policy
12. On which parameters are you dissatisfied?

High interest rate Complex procedure

Lengthy procedure Luck of support
Other
Section - 2
1. If no, what was the reason behind it?

High interest rate Complex procedure

Lengthy procedure Luck of support other
2. What reason do you observe for loan Rejections?

In complete KYC Criteria not matched

Insufficient Securities CIBIT
Other

107
 Personal Details
NAME:

Age

18-30 31-40
41-50 50 & Above
Education

U.G P.G
Masters Doctorate
Occupation

Businessman Profession / Services

Retail House Wife
Annual Income

Below 15000 15000-30000

30000-50000 More than 50000

108
109