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For the past three decades India's banking system has several
outstanding achievements to its credit. The most striking is its
extensive reach. It is no longer confined to only metropolitans
or cosmopolitans in India. In fact, Indian banking system has
reached even to the remote corners of the country. This is one
of the main reason of India's growth process.
There are three different phases in the history of banking in
India.
Œ £re-Nationalization Era.
ΠNationalization Stage.
Œ £ost-Liberalization Era.
  



 
 
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- `irect `eposit
‡ Transfers between Accounts
‡ Transfers to a Third £arty
‡ Online Banking
‡ Bank by £hone
‡ ATM
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There are other various types of banking services like:

1) Advances ± Overdraft, Cash Credit, etc.
2) `eposits ± Saving Account, Current Account, etc.
3) Financial Services ± Bill discounting etc.
4) Foreign Services ± £roviding foreign currency, travellers
cheques, etc.
5) Money Transmission ± Funds transfer etc.
6) Savings ± Fixed deposits, etc.
7) Services of place or time ± ATM Services.
8) Status ± `ebit Cards, Credit Cards, etc.
"$%&$

The key areas of customer¶s services to be attended timely and regularly are:
i. Submission of statement of A/Cs to customers
ii. Updating of savings pass books.
iii. Teller system efficiency.
iv. Cleanliness and Upkeep of premises.
v. Intermediate Credit for institution cheques/land bills.
vi. Advance intimation to customers for rewards of Term `eposits Receipts
on maturity.
vii. Advance for `ebit/credit to accounts.
viii.£unctuality of staff.

%$%!'
Œ
!#!#$%($!) Today the customer is more demanding
and more sophisticated than he or she was thirty years ago.

Œ !$*%!$$%$) ÿith changing customer

expectations, competitors are seeing customer service as a competitive
weapon with which they differentiate their products and services.

Π!*+!#) To ensure that a customer service

strategy that will create a value preposition for customers should be
formulated implemented and controlled. It is necessary to give it a central
role and not one that is subsumed in the various elements of the marketing
mix.
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Œ
*
*) Credit Card is ³post paid´ or ³pay later´ card
that draws from a credit line-money made available by the
card issuer (bank) and gives one a grace period to pay. If the
amount is not paid full by the end of the period, one is charged
interestÄ

Π 
*) `ebit Card is a ³prepaid´ or ³pay now´ card
with some stored value. `ebit Cards quickly debit or subtract
money from one¶s savings account, or if one were taking out
cash.
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Œ %$++-$!) The introduction of ATM¶s has

given the customers the facility of round the clock banking.
The ATM¶s are used by banks for making the customers
dealing easier.
ATM¶s are currently becoming popular in India that enables
the customer to withdraw their money 24 hours a day and 365
days.

Π+$!$!*!./) Many modern banks have

computerised their cheque handling process with computer
networks and other electronic equipments. These banks are
dispensing with the use of paper cheques. The system called
electronic fund transfer (EFT) automatically transfers money
from one account to another.
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Π+ !"!#) Telebanking refers to banking on phone
services a customer can access information about his/her
account through a telephone call and by giving the coded
£ersonal Identification Number (£IN) to the bank.
Telebanking is extensively user friendly and effective in
nature.

Π- +|!"!#)A new revolution in the realm of e-banking

is the emergence of mobile banking. On-line banking is now
moving to the mobile world, giving everybody with a mobile
phone access to real-time banking services, regardless of their
location.
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Π!!|!"!#) Internet banking involves use of internet
for delivery of banking products and services.

|!!!|!"!#)
‡ Reduce the transaction costs of offering several banking
services and diminishes the need for longer numbers of
expensive brick and mortar branches and staff.
‡ Increase convenience for customers, since they can conduct
many banking transaction 24 hours a day.
‡ Increase customer loyalty.
‡ Improve customer access.
‡ Attract new customers.
‡ Easy online application for all accounts, including personal
loans and mortgages

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 -
 ,
American Society for Quality (ASQ) conducted the survey to
identify areas of concern regarding customer service in
financial services. The survey finds:
Π66% of adults rate the customer service at their financial
institution as above average or average.
Π85% are very satisfied or satisfied with the products and
services available.
Π86% of adults feel that it is easy to open a new account.
Π27% of adults have experienced a problem with their account
in the past year.
ΠAbout two-thirds (68%) of adults who experienced a problem
are satisfied with the process to get the problem resolved.
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Technology and Banking

The Quintessence Nature of Banking harmonizes
closely with Technology ±
Tasks Common to Both

!%!
Banking # Technology
$!#
!%!
-!|! $!+#

ΠIncreased operational efficiency, profitability &

productivity
ΠSuperior customer service
ΠMulti-channel, real-time transaction processing
ΠBetter cross-selling ability
ΠImproved management and accountability
Œ Efficient N£A and risk management
ΠMinimal transaction costs
ΠImproved financial analyses capabilities
The future will be not be more of the same«

« we need to be ready..