SUMMER TRAINING REPORT

ON

FINANCIAL PROJECT ON RETAIL BANKING WITH SPECIAL REFERENCE TO

YES BANK

FOR THE PARTIAL FULFILLMENT

OF

BACHELOR OF BUSINESS ADMINISTRATION (BATCH)

SUBMITTED BY:

NANDITA RAWAT

(53390101715)

UNDER THE SUPERVISION

OF

Ms. NEERU MEHRA

FAIRFIELD INSTITUTE OF MANAGEMENT AND TECHNOLOGY

KAPASHERA, NEW DELHI

AFFILATED TO: (GURU GOBIND SINGH INDRAPASTHA UNIVERSITY

DWARKA, NEW DELHI)

I
 STUDENT DECLARATION
I hereby declare that this Summer Training Report A STUDY ON RETAIL BANKING WITH
SPECIAL REFERENCE TO YES BANK submitted by me to Fairfield Institute Of Management
And Technology, Kapashera is a bonafide work undertaken during the VthSemester by me and has
not been submitted to any other University or Institution for the award of any degree diploma /
certificate or published any time before.

Date:
Name:
Enroll. No.:

Course: BBA (VthSEM)

(Signature of the Student)

II
 CERTIFICATE FROM GUIDE
This is to certify that as per best of my belief the project entitled A STUDY ON RETAIL
BANKING WITH SPECIAL REFERENCE TO YES BANK is the bonafide research work
carried out by NANDITA RAWAT student of BBA, FIMT(Fairfield Institute Of Management And
Technology),Kapashera, New Delhi, in partial fulfillment of the requirements for the Summer
Training Report of the Degree of Bachelor of Business Administration. She has worked under my
guidance.

(Signature of Guide)

III
 Acknowledgement

I offer my sincere thanks and humble regards to Fairfield Institute Of Management and Technology,
GGSIPU University, New Delhi for imparting us very valuable professional training in BBA.

I pay my gratitude and sincere regards to. Ms NEERU MEHRA, my project guide for giving me
the best of his/her knowledge. I am thankful to him/her as he/she has been a constant source of
advice, motivation and inspiration. I am also thankful to him/her for giving his suggestions and
encouragement throughout the project work.

I take the opportunity to express my gratitude and thanks to our computer lab staff and library staff
for providing me opportunity to utilize their resources for the completion of the project.

I am also thankful to my family and friends for constantly motivating me to complete the project
and providing me an environment, which enhanced my knowledge.

Date:

Name:

Enroll. No.: 12190101714

Course: BBA (VTH SEM)

(Signature of the student)

4
 TABLE OF CONTENTS

S.NO. TITLE PAGE NO.

1 Student Declaration (i)

3 Certificate from Guide (ii)

4 Acknowledgement (iii)

5 Executive Summary (iv)

Chapter - 1: INTRODUCTION

6 1.1 About the Industry 1-5

1.2 About Company Profile 6-15

Chapter - 2: LITERATURE REVIEW 16-17

7
2.1 Literature Review 18-45

46
8 Chapter - 3: RESEARCH METHODOLOGY

9 Chapter - 4: ANALYSIS& INTERPRETATION 51-67

Chapter - 5: FINDINGS & SUGGESTIONS

68
10 5.1 Findings
69
5.2 Suggestions

11 Chapter - 6: CONCLUSION 70

12 BIBLIOGRAPHY 71

13 QUESTIONNAIRE 72-73

5
 LIST OF TABLES
S.no Title Page No.
1 Opinion on branch experience
2 The branch ambience & layout is very friendly.
3 The branch was clean and well maintained
4 Opinion of customer regarding branch personnel
5 The branch personnel have been helpful and ceaurteous
6 The branch personnel have done a Need Analysis & risk
assessment before recommending any investment option
7 The branch personnel were aware of products and
services and responded to your queries.
8 Customer opinion of transacting in Branches
9 The transactions done by us have been smooth & error
free
10 Yes bank looks into the feedback provided by you and
takes necessary action if requires.
11 Customer opinion for bank services
12 Which feature of the YBL savings account you like
most
13 How do you rate the YES COMMUNITY EVENTS
held at yes bank
14 Is the information in the bank statement clear, easy to
understand and adequate.
15 Will you recommend YES bank tpo your friends and
relatives.

6
 LIST OF FIGURES
S.no Title Page No.
1 Opinion on branch experience
2 The branch ambience & layout is very friendly.
3 The branch was clean and well maintained
4 Opinion of customer regarding branch personnel
5 The branch personnel have been helpful and ceaurteous
6 The branch personnel have done a Need Analysis & risk
assessment before recommending any investment option
7 The branch personnel were aware of products and
services and responded to your queries.
8 Customer opinion of transacting in Branches
9 The transactions done by us have smooth & error free

10 Yes bank looks into the feedback provided by you and

takes necessary action if requires.
11 Customer opinion for bank services
12 Which feature of the YBL savings account you like
most
13 How do you rate the YES COMMUNITY EVENTS
held at yes bank
14 Is the information in the bank statement clear, easy to
understand and adequate.
15 Will you recommend YES bank tpo your friends and
relatives.

7
 EXECUTIVE SUMMARY

TITLE OF PROJECT

A Study on Retail Banking with special reference to YES BANK

STATEMENT OF THE PROBLEM

As there is immense opportunities of the retail banking in India. This Dissertation is on the issues
and challenges in the retail banking because of the competition of the various banks and the
customer satisfaction of the services which the banks are providing and at the same time to solve
the complaints of the customer and maintaining the sound relationship for the future and by this
way to estimate the future growth of the retail banking.

OBJECTIVES

1. To study the issues and challenges in retail banking

2. To study the recent trends in retail banking

3. To ensure high satisfaction level and reduce percentage of complaints of customers

in retail banking.

4. To estimate the future growth of Indian retail banking.

5. To understand Optimization of retail banking channels.

6. To suggest strategies for improvement in Customer Service.

8
9