Bank of India - Project Survey Report.pdf

The study was undertaken to know the preference of the customers. To determine the main factors influencing the level of customer satisfaction in Bank of India. To assess the level of customer satisfaction with the quality of service of Bank of India. The project is an attempt to find out the ways of customer satisfaction adopted by the Bank of India in the real world. So that it would be useful for a manager and staff in the real business when he will have the responsibility to do the same.

1. Market Survey Report
On

“Customer satisfaction towards banking services provided by the BOI in Bareilly”
(For Partial Fulfilment of BBA Degree as per MJP Rohilkhand University Guidelines)
(Session 21-22)
Submitted By
Name of Student: _______________________________________________
University Roll Number: ___________________________________________
Class: _________________
Date: __________________
Submitted In
Department of Business Administration
Bareilly College, Bareilly

2. Acknowledgment


The project is a great source of learning and a good experience as it
made me aware of the professional culture and conducts that exist in an
organization. Inspection and guidance are valuable in all aspects of life,
especially in an academic field

I would like to record my gratitude to DR. ATUL KUMAR YADAV, Head of
the Business Administration Department for his encouragement and
guidance in completing my project.

I would like to express my gratitude to Mrs. Richa Kinger, my internal
project guide for her continuous support and guidance without which this
project would not have been accomplished.

At last, I am thankful to all my friends and parents who have helped me
directly or indirectly in the completion of my project and making it a
success.




Manav Saxena

3. Certificate


This is to certify that the project work entitled “A Market Survey
Report on the customer satisfaction
towards banking services provided by the BOI in Bareilly.” has been
carried out and submitted by Mr. Manav Saxena under my guidance in
partial fulfillment of his Bachelors of Business Administration at
BAREILLY COLLEGE, MJPRU.




Date: -
Place: - Bareilly (U.P)
Mrs. RICHA KINGER
(M.COM., MBA, NET)
PROJECT GUIDE

4. Index


Sr.
No. Topic
Pg.
No.
1. Acknowledgement 2
2. Certificate 3
3. CHAPTER 1: Introduction
5-7
4. CHAPTER 2: About Topic
8-22
5. CHAPTER 3: About Organization
23-48
6. CHAPTER 4: Research Methodology
49-51
7. CHAPTER 5: Data Analysis and Interpretation
52-55
8. CHAPTER 6: Findings, Suggestions and
Limitations
56-58
9. CHAPTER 7: Conclusion
59
10. Bibliography 60
11. Annexure 61-64

5. CHAPTER-1

❖ Introduction

The report contains the organizational study done at Bank of India. The report title is
“CUSTOMER SATISFACTION
TOWARDS BANKING SERVICES PROVIDED BY THE BANK OF INDIA IN BAREILLY.”.

The project is an attempt to find out the ways of customer satisfaction adopted by the
Bank of India in the real world. So that it would be useful for a manager and staff in the real
business when he will have the responsibility to do the same.

The research methodology in this project is descriptive. A comprehensive
The study was done to gather the primary data by conducting an online survey.
For any bank, which exists, the prime motive is that it should be concerned with the
customer satisfaction. In today’s competitive scenario where there is a lot of
competition, the emphasis was to study the usefulness of the current schemes and
services of the Bank of India and also to study the working result to find out
what is still required in the banking industry to face competition at all levels.

The project was a great source of learning and a good experience as it made us aware
of the professional culture and conduct that exist in the organization.

6. ❖ SCOPE

The present study was undertaken to know the preference of the customer toward
the BANK OF INDIA (BOI). The problem of the customer is they are not aware of the
services provided by their bank. The study also forces on the customer perception
that how the banking services can be improved.

• In my study I have used both primary sources of data as well as secondary
sources of data.

• The study has been conducted on behalf of BANK OF INDIA.

• The study is confined to the Bareilly (UP) region.

• The study covers the service providers and users of BANK OF INDIA.

• The study has put forward the Customers as well as acceptability behaviour for
the services.

• The scope of the study is to find out the ―Customer Satisfaction

7. ❖ OBJECTIVES


1] To understand the major attributes of customer satisfaction.


2] To determine the main factors influencing the level of customer satisfaction in
BANK OF INDIA.


3] To assess the level of customer satisfaction with the quality of services provided by
the BANK OF INDIA.


4] To study consumer perception of the BANK OF INDIA.

8. CHAPTER-2
About Topic:

❖ Customer Satisfaction

• The report contains a brief description of the Bank of India. It contains the finding and
analysis of the survey conducted to gather primary data to judge the importance of
various attributes that influence the satisfaction of the customer differently and the
different extent. An attempt has been made to know the overall satisfaction of the
customer.
• Customer satisfaction, a term frequently used in marketing, is a measure of how
products and services supplied by a company meet or surpass customer expectations.
• Customer satisfaction is defined as "the number of customers, or percentage of total
customers, whose reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals”. Customer service proves to be one of the most
important factors governing business. Customer service is the provision of service to
customers before, during, and after a purchase.
• According to Turban et al (2002), "Customer service is a series of activities designed to
enhance the level of customer satisfaction – that is, the feeling that a product or service
has met the customer expectation."

9. ❖ Customer Satisfaction in Banking

• Customer satisfaction in the banking industry plays a vital role to
create a healthy business status as being a service-based industry. In
any service-based industry, customer service is at highest priority.
Customer service can be provided by well-planned self-service. In
banking industry customer are more directly linked with the bank’s
personnel for any kind of services or product. Therefore, banks
should always focus on training its front desk staff to provide quality
service knowing their expectation and wants.

• Customer satisfaction is an ambiguous and abstract concept and the
actual manifestation of the state of satisfaction will vary from person
to person and product/service to product/service. The state of
satisfaction depends on a number of both psychological and physical
variables which correlate with satisfaction behaviour such as return
and recommend rate. The level of satisfaction can also vary
depending on other options the customer may have and other
products against which the customer can compare the organization's
services.

• At the same time, several banking institutions are experiencing
increasing level of retail customer dissatisfaction.


• Research suggests that customer dissatisfaction is still the major
reason of bank customers for which they switch to other banks. This
dissatisfaction could be because of a variety of reasons. Excellent
service quality is not an optional competitive strategy which may, or
may not, be adopted to differentiate one bank from another: today it
is essential to corporate profitability and survival. The connection
between service quality and corporate profitability is now seen to
depend on high levels of customer satisfaction, the successful
targeting of “quality” customers and the retention of those
customers.

10. • Satisfied customers are central to optimal performance and financial
returns. In many places in the world, business organizations have
been elevating the role of the customer to that of a key stakeholder
over the past twenty years. Customers are viewed as a group whose
satisfaction with the enterprise must be incorporated into strategic
planning efforts. Forward-looking companies are finding value in
directly measuring and tracking customer satisfaction (CS) as an
important strategic success indicator. Evidence is mounting that
placing a high priority on CS is critical to improved organizational
performance in a global marketplace.

11. ❖ Banking

DEFINITION OF BANK: -
• Banking Means "Accepting Deposits for the purpose of lending or
investment of deposits of money from the public, repayable on
demand or otherwise and withdraw by cheque, draft or otherwise."
Banking Companies (Regulation) Act,1949

ORIGIN OF THE WORD “BANK”:
• The origin of the word bank is shrouded in mystery. According to one
viewpoint, the Italian business house carrying on crude form of
banking were called “bancheri" According to another viewpoint
banking is derived from the German word "Branck" which means
heap or mound. In England, the issue of paper money by the
government was referred to as raising a bank.

ORIGIN OF BANKING:
• Its origin in the simplest form can be traced to the origin of authentic
history. After recognizing the benefit of money as a medium. The
origin of the word bank is shrouded in mystery. According to one
view point the Italian business house carrying on crude from of
banking were called “bancheri" According to viewpoint banking is
derived from German word "Branck" which mean heap or mound. In
England, the issue of paper money by the government was referred
to as a raising a bank.

• After recognizing the benefit of money as a medium of exchange, the
importance of banking was developed as it provides the safer place
to store the money. This safe place ultimately evolved in to financial
institutions that accepts deposits and make loans i.e., modern
commercial banks of exchange, the importance of banking was
developed as it provides the safer place to store the money. This safe
place ultimately evolved in to financial institutions that accepts
deposits and make loans i.e., modern commercial banks.

12. ❖ BANKING SYSTEM IN INDIA:

• Without a sound and effective banking system in India it cannot have
a healthy economy. The banking system of India should not only be
hassle free but it should be able to meet new challenges posed by
the technology and any other external and internal factors.

• 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
reasons of India's growth process.

13. ❖ HISTORY OF BANKING IN INDIA:

• Banking in India has its origin as early or Vedic period. It is
believed that the transitions from many lending to banking
must have occurred even before Manu, the great Hindu
furriest, who has devoted a section of his work to deposit and
advances and laid down rules relating to the rate of interest.
During the mogul period, the indigenous banker played a very
important role in lending money and financing foreign trade
and commerce.

• During the days of the East India Company, it was the turn of
agency house to carry on the banking business. The General
Bank of India was the first joint stock bank to be established in
the year 1786. The other which followed was the Bank of
Hindustan and Bengal Bank. The Bank of Hindustan is reported
to have continued till 1906. While other two failed in the
meantime. In the first half of the 19th century the East India
Company established their banks, the bank of Bengal in 1809,
the Bank of Bombay in 1840 and the Bank of Bombay in1843.
These three banks also known as the Presidency banks were
the independent units and functioned well. These three banks
were amalgamated in 1920 and new bank, the Imperial Bank of
India was established on 27th January, 1921.
• With the passing of the State Bank of India Act in 1955 the
undertaking of the Imperial Bank of India was taken over by the
newly constituted SBI. The Reserve Bank of India (RBI) which is
the Central bank was established in April, 1935 by passing
Reserve bank of India act 1935. The Central office of RBI is in
Mumbai and it controls all the other banks in the country.
• In the wake of Swadeshi Movement, number of banks with the
Indian management were established in the country namely,
Punjab National Bank Ltd., Bank of India Ltd., Bank of Baroda
Ltd., Canara Bank. Ltd. on 19th July 1969, 14 major banks of the
country were nationalized and on 15th April 1980, 6 more
commercial private sector banks were taken over by the
government.

14. • The first bank in India, though conservative, was established in
1786. From 1786 till today, the journey of Indian Banking
System can be segregated into three distinct phases.

The areas mentioned below:
I. Early phase from 1786 to 1969 of Indian Banks
II. Nationalization of Indian Banks and up to 1991 prior to Indian
banking sector Reforms.
III. New phase of Indian Banking System with the advent of
Indian Financial & Banking Sector Reforms after 1991.

1)Phase I
The General Bank of India was set up in the year 1786. Next came
Bank of Hindustan and Bengal Bank. The East India Company
established Bank of Bengal (1809), Bank of Bombay (1840) and Bank
of Madras (1843) as independent units and called it Presidency
Banks.
These three banks were amalgamated in 1920 and Imperial Bank of
India was established which started as private shareholders banks,
mostly Europeans shareholders.
In 1865 Allahabad Bank was established and first time exclusively by
Indians, Punjab National Bank Ltd. was set up in 1894 with
headquarters at Lahore. Between 1906 and 1913, Bank of India,
Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank, and
Bank of Mysore were set up. Reserve Bank of India came in 1935.
During the first phase the growth was very slow and banks also
experienced periodic failures between 1913 and 1948. There were
approximately 1100 banks, mostly small. To streamline the
functioning and activities of commercial banks, the Government of
India came up with The Banking Companies Act, 1949 which was
later changed to Banking Regulation Act 1949 as per amending Act of
1965 (Act No. 23 of 1965). Reserve Bank of India was vested with
extensive powers for the supervision of banking in India as the
Central Banking Authority.

During those day’s public has lesser confidence in the banks. As an
aftermath deposit mobilization was slow. Abreast of it the savings

15. bank facility provided by the Postal department was comparatively
safer. Moreover, funds were largely given to traders.

2)Phase II
Government took major steps in this Indian Banking Sector Reform
after independence. In1955, it nationalized Imperial Bank of India
with extensive banking facilities on a large scale especially in rural
and semi-urban areas. It formed State Bank of India to act as the
principal agent of RBI and to handle banking transactions of the
Union and State Governments all over the country.
Seven banks forming subsidiary of State Bank of India was
nationalized in 1960 on 19th July, 1969, major process of
nationalization was carried out. It was the effort of the then Prime
Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in
the country were nationalized.
Second phase of nationalization Indian Banking Sector Reform was
carried out in 1980 with seven more banks. This step brought 80% of
the banking segment in India under Government ownership.

The following are the steps taken by the Government of India to
Regulate Banking Institutions in the Country:

❖ 1949: Enactment of Banking Regulation Act.
❖ 1955: Nationalization of State Bank of India.
❖ 1959: Nationalization of SBI subsidiaries.
❖ 1961: Insurance cover extended to deposits.
❖ 1969: Nationalization of 14 major banks.
❖ 1971: Creation of credit guarantee corporation.
❖ 1975: Creation of regional rural banks.
❖ 1980: Nationalization of seven banks with deposits over 200
crores.

After the nationalization of banks, the branches of the public sector
bank India rose to approximately 800% in deposits and advances
took a huge jump by 11,000%.
Banking in the sunshine of Government ownership gave the public
implicit faith and immense confidence about the sustainability of
these institutions.

16. 3)Phase III
This phase has introduced many more products and facilities in the
banking sector in its reforms measure. In 1991, under the
chairmanship of M Narasimhama, a committee was set up by his
name which worked for the liberalization of banking practices. The
country is flooded with foreign banks and their ATM stations. Efforts
are being put to give a satisfactory service to customers. Phone
banking and net banking is introduced. The entire system became
more convenient and swifter. Time is given more importance than
money. The financial system of India has shown a great deal of
resilience. It is sheltered from any crisis triggered by any external
macroeconomics shock as other East Asian Countries suffered. This is
all due to a flexible exchange rate regime, the foreign reserves are
high, the capital account is not yet fully convertible, and banks and
their customers have limited foreign exchange exposure.

17. ❖ BANKING STRUCTURE IN INDIA:

• In India the banks are being segregated in different groups.
Each group has their own benefits and limitations in operating
in India. Each has their own dedicated target market. Few of
them only work in rural sector while others in both rural as well
as urban. Many even are only catering in cities. Some are of
Indian origin and some are foreign players.
• All these details and many more is discussed over here. The
banks and its relation with the customers, their mode of
operation, the names of banks under different groups and
other such useful information’s are talked about.
• One more section has been taken note of is the upcoming
foreign banks in India. The RBI has shown certain interest to
involve more of foreign banks than the existing one recently.
This step has paved a way for few more foreign banks to start
business in India.

SCHEDULED BANKS IN INDIA:
(1) Scheduled Commercial Banks
(TABLE FROM SBI PDF)
(2) Scheduled Cooperative Banks
(TABLE FROM SBI PDF)

18. ❖ Public Sector Banks:

• Public sector banks are those banks that are owned by
the Government. The Govt. runs these Banks. In India,
14 banks were nationalized in 1969 & in 1980 another 6
banks were also nationalized. Therefore in 1980 the
number of nationalized banks 20. At present, there are
total of 26 Public Sector Banks in India (As of 26-09-
2009). Of these 19 are nationalised banks, 6(STATE
BANK OF INDORE ALSO MERGED RECENTLY) belong to
SBI &associates’ group and 1 bank (IDBI Bank) is
classified as other public sector bank. Welfare is their
primary objective.

(TABLE FROM SBI PDF)

19. ❖ Private Sector Banks:

• These banks are owned and run by the private sector.
Various banks in the country such as ICICI Bank, HDFC
Bank etc. An individual has control over their banks in
preparation for the share of the banks held by him.
• Private banking in India was practiced since the
beginning of banking system in India. The first private
bank in India to be set up in Private Sector Banks in India
was IndusInd Bank. It is one of the fastest growing Bank
Private Sector Banks in India. IDBI ranks the tenth
largest development bank in the world as Private Banks
in India and has promoted world class institutions in
India. The first Private Bank in India to receive an in-
principal approval from the Reserve Bank of India was
Housing Development Finance Corporation Limited, to
set up a bank in the private sector banks in India as part
of the RBI's liberalization of the Indian Banking Industry.
It was incorporated in August 1994 as HDFC Bank
Limited with registered office in Mumbai and
commenced operations as Scheduled Commercial Bank
in January 1995. ING Vysya, yet another Private Bank of
India was incorporated in the year 1930.

(TABLE FROM SBI PDF)

20. ❖ Foreign Banks in India:

(TABLE FROM SBI PDF)

❖ Cooperative banks in India:
• The Cooperative bank is an important constituent of
the Indian Financial System, judging by the role
assigned to cooperative, the expectations the
cooperative is supposed to fulfil, their number, and
the number of offices the cooperative bank operate.
Though the cooperative movement originated in the
West, but the importance of such banks has assumed
in India is rarely paralleled anywhere else in the
world. The cooperative banks in India plays an
important role even today in rural financing. The
businesses of cooperative bank in the urban areas
also have increased phenomenally in recent years due
to the sharp increase in the number of primary co-
operative banks. Cooperative Banks in India are
registered under the Co-operative Societies Act. The
cooperative bank is also regulated by the RBI. They
are governed by the Banking Regulations Act 1949
and Banking Laws (Co-operative Societies) Act, 1965.

21. ❖ Rural banks in India:
• Rural banking in India started since the establishment
of banking sector in India. Rural Banks in those days
mainly focussed upon the agro sector. Regional rural
banks in India penetrated every corner of the country
and extended a helping hand in the growth process of
the country. SBI has 30 Regional Rural Banks in India
known as RRBs. The rural banks of SBI are spread in
13 states extending from Kashmir to Karnataka and
Himachal Pradesh to North East. The total number of
SBIs Regional Rural Banks in India branches is 2349
(16%). Till date in rural banking in India, there are
14,475 rural banks in the country of which 2126 (91%)
are located in remote rural areas.

• Apart from SBI, there are other few banks which
functions for the development of the rural areas in
India.

• Few of them are as follows: -

Haryana State Cooperative Apex Bank Limited:
The Haryana State Cooperative Apex Bank Ltd.
commonly called as HARCOBANK plays a vital role in
rural banking in the economy of Haryana State and
has been providing aids and financing farmers, rural
artisans, agricultural labourers, entrepreneurs, etc. in
the state and giving service to its depositors.

NABARD:
National Bank for Agriculture and Rural Development
(NABARD) is a development bank in the sector of
Regional Rural Banks in India. It provides and

22. regulates credit and gives service for the promotion
and development of rural sectors mainly agriculture,
small scale industries, cottage and village industries,
handicrafts. It also finances rural crafts and other
allied rural economic activities to promote integrated
rural development. It helps in securing rural
prosperity and its connected matters.

Sindhanur Urban Souharda Co-operative Bank:
Sindhanur Urban Souharda Co-operative Bank,
popularly known as SUCO BANK is the first of its kind
in rural banks of India. The impressive story of its
inception is interesting and inspiring for all the youth
of this country.

United Bank of India:
United Bank of India (UBI) also plays an important
role in regional rural banks. It has expanded its branch
network in a big way to actively participate in the
developmental of the rural and semi-urban areas in
conformity with the objectives of nationalization.

Syndicate Bank:
Syndicate Bank was firmly rooted in rural India as
rural banking and have a clear vision of future India by
understanding the grassroot realities. Its progress has
been abreast of the phase of progressive banking in
India especially in rural banks.

23. CHAPTER-3
About Organization:
(Bank of India)


Relationship beyond Banking
Type Public
Traded as BSE: 532149
NSE: BANKINDIA
ISIN INE084A01016
Industry Banking
Financial services
Founded 7 September 1906; 115 years ago,
Headquarters Mumbai, India
Number of
locations
• 5,430 Branches
• 5,551 ATMs
(March 2021)
Key people •
(Non-Exe Chairman)
[1]

• Atanu Kumar Das
(MD & CEO)
[2]

Products • Consumer banking
• Corporate banking
• Finance and insurance

24. • Investment banking
• Mortgage loans, private
banking
• Private equity
• Savings
• Securities
• Asset management
• Wealth management
Revenue ₹48,040.93 crore (US$6.3 billion)
(2021)
[3]

Operating income ₹10,872 crore (US$1.4 billion)
(2021)
Net income ₹2,160 crore (US$280 million)
(2021)
[3]

Total assets ₹725,856.45 crore (US$95 billion)
(2021)
[3]

Owner Government of India (81.41%) (2021)
[4]

Number of
employees
51,459 (March 2021)
[3]

Parent Ministry of Finance, Government of
India
Capital ratio 14.93% (2021)
[3]

Website www.bankofindia.co.in

Bank of India (BOI) is an Indian nationalised bank. It is under
the ownership of Ministry of Finance, Government of India with
headquarters in Bandra Kurla Complex, Mumbai. Founded in 1906, it
has been government-owned since nationalisation in 1969. BANK OF
INDIA is a founder member of SWIFT (Society for Worldwide Inter Bank
Financial Telecommunications), which facilitates provision of cost-
effective financial processing and communication services.
As on 31 March 2021, Bank of India's total business stands
at ₹1,037,549 crore (US$140 billion),
[3]
has 5,108 branches and 5,551
ATMs around the world (including 24 overseas branches).

25. ➢ HISTORY:

Bank of India was founded on September 7, 1906 by a group of
eminent businessmen from Mumbai. In July 1969 Bank of India was
nationalized along with 13 other banks.

Beginning with a paid-up capital of Rs.50 lakh and 50 employees, the
Bank has made a rapid growth over the years. It has evolved into a
mighty institution with a strong national presence and sizable
international operations. In business volume, Bank of India occupies a
premier position among the nationalized banks.

Beginning with one office in Mumbai, with a paid-up capital of Rs.50
lakh and 50 employees, the Bank has made rapid growth over years
and blossomed into a mighty institution with a strong national
presence and sizable international operations. In business volume, the
Bank occupies a premier position among the nationalised banks.

While firmly adhering to a policy of prudence and caution, the Bank has
been in the forefront of introducing various innovative services and
systems. Business has been conducted with the successful blend of
traditional values and ethics and the most modern infrastructure. The
Bank has been the first among the nationalised banks to establish a
fully computerised branch and ATM facility at the Mahalaxmi Branch at
Mumbai way back in 1989. The Bank is also a Founder Member of
SWIFT in India. It pioneered the introduction of the Health Code
System in 1982, for evaluating/ rating its credit portfolio.

Bank of India was the first Indian Bank to open a branch outside the
country, at London, in 1946, and also the first to open a branch in
Europe, Paris in 1974. The Bank has sizable presence abroad, with a

26. network of 29 branches (including five representative office) at key
banking and financial centres viz. London, New York, Paris, Tokyo,
Hong-Kong and Singapore. The international business accounts for
around 17.82% of Bank's total business.

The Bank has over 5000 branches in India spread over all states/ union
territories including specialized branches. These branches are
controlled through 59 Zonal Offices and 10 NBG Offices. There are 45
branches/ offices abroad which includes 23 own branches, 1
representative office and 4 Subsidiaries (20 branches) and 1 joint
venture.

The Bank came out with its maiden public issue in 1997 and follow-on
Qualified Institutions Placement in February 2008.

Presently Bank has overseas presence in 18 foreign countries spread
over 5 continents – with 45 offices including 4 Subsidiaries, 1
Representative Office and 1 Joint Venture, at key banking and financial
centres viz., Tokyo, Singapore, Hong Kong, London, Paris, New York and
DIFC Dubai.

The current bank
The earlier holders of the Bank of India name had failed and were no
longer in existence by the time a diverse group of Hindus, Muslims,
Parsees, and Jews helped establish the present Bank of India in 1906 in
Bombay. At the time, banks in India were either owned by Europeans
and served mainly the interests of the European merchant houses, or
by different communities and served the banking needs of their own
community.

The promoters incorporated the Bank of India on 7 September 1906
under Act VI of 1882, with an authorised capital of ₹10 million
(US$130,000) divided into 100,000 shares each of ₹100 (US$1.30). The

27. promoters placed 55,000 shares privately, and issued 45,000 to the
public by way of IPO on 3 October 1906; the bank commenced
operations on 1 November 1906.
The lead promoter of the Bank of India was Sir Sassoon J. David (1849–
1926). He was a member of the Sassoon family, who in turn were part
of a Bombay community of Baghdadi Jews that was notable for its
history of social service. Sir David was a prudent banker and remained
the bank's chief executive from its founding in 1906 until his death in
1926.

The first board of directors of the bank consisted of Sir Sassoon David,
Sir Cowasjee Jehangir, J. Cowasjee Jehangir, Sir Frederick Leigh Croft,
Ratanjee Dadabhoy Tata, Gordhandas Khattau, Lalubhai Samaldas,
Khetsety Khiasey, Ramnarain Hurnundrai, Jenarrayen Hindoomull Dani,
and Noordin Ebrahim Noordin.

In 1921, BANK OF INDIA entered into an agreement with the Bombay
Stock Exchange to manage its clearing house.

BANK OF INDIA's international expansion began in 1946 when the bank
BANK OF INDIA opened a branch in London, the first Indian bank to do
so. This was also the first post-World War II overseas branch of any
Indian bank.
The 1950s saw BANK OF INDIA open numerous branches abroad: Tokyo
and Osaka in 1950, Singapore in 1951, Kenya and Uganda in 1953,
Aden in 1953 or 1954, and Tanganyika in 1955.

After a brief hiatus, BANK OF INDIA returned to international
expansion, opening a branch in Hong Kong in 1960. A branch in Nigeria
followed in 1962.
Then came nationalizations abroad, and at home. The Government of
Tanzania nationalised BANK OF INDIA's operations in Tanzania in 1967
and folded them into the government-owned National Commercial
Bank, together with those of Bank of Baroda and several other foreign

28. banks. Two years later, in 1969, the Government of India nationalised
the 14 top banks, including Bank of India. In the same year, the
People's Democratic Republic of Yemen nationalised BANK OF INDIA's
branch in Aden, and the Nigerian and Ugandan governments forced
BANK OF INDIA to incorporate its branches in those countries. The next
year, National Bank of Southern Yemen incorporated BANK OF INDIA's
branch in Yemen, together with those of all the other banks in the
country; this is now National Bank of Yemen. BANK OF INDIA was the
only Indian bank in the country.
In 1972 BANK OF INDIA sold its Uganda operation to Bank of Baroda.
The next year BANK OF INDIA opened a representative office in Jakarta.
In 1974 BANK OF INDIA opened a branch in Paris. This was the first
branch of an Indian bank in Europe.
In 1976 the Nigerian government acquired 60% of the shares in Bank of
India (Nigeria).
In 1978 BANK OF INDIA opened a branch in New York. Also in the
1970s, BANK OF INDIA opened an agency in San Francisco.
In 1980 Bank of India (Nigeria), changed its name to Allied Bank of
Nigeria to reflect the fact that it was no longer a subsidiary of Bank of
India.
In 1986 BANK OF INDIA acquired Parur Central Bank in (Ernakulam
District, Kerala State) in a rescue. Parur Central Bank had been founded
in 1930, and at the time of its failure had 51 branches. BANK OF INDIA
amalgamated Parur Central Bank in 1990.
The next year, 1987, BANK OF INDIA took over the three UK branches
of Central Bank of India (CBI). CBI had been caught up in the Sethia
fraud and default and the Reserve Bank of India required it to transfer
its branches.
2003: BANK OF INDIA opened a representative office in Shenzhen.
2005: BANK OF INDIA opened a representative office in Vietnam.
2006: BANK OF INDIA plans to upgrade the Shenzen and Vietnam
representative offices to branches, and to open representative offices
in Beijing, Doha, and Johannesburg. In addition, BANK OF INDIA plans

29. to establish a branch in Antwerp and a subsidiary in Dar-es-Salaam,
marking its return to Tanzania after 37 years.
In 2007 BANK OF INDIA acquired 76% of Indonesia-based PT Bank
Swadesi.
BANK OF INDIA established a wholly owned subsidiary, Bank of India
(New Zealand) Ltd., in Auckland, New Zealand on 6 October 2011. Then
BANK OF INDIA established a wholly owned subsidiary, Bank of India
(Uganda) Ltd., on 18 June 2012. Most recently, BANK OF INDIA opened
its wholly owned subsidiary Bank of India (Botswana) Ltd., on 9 August
2013.

30. ➢ Branches:

The Bank has 3101 branches in India spread over all states/ union
territories including 141 specialised branches. These branches are
controlled through 48 Zonal Offices. There are 29 branches/ offices
(including three representative offices) abroad.

Bank Of India in 34 States:
• Andaman Nicobar
• Andhra Pradesh
• Arunachal Pradesh
• Assam
• Bihar
• Chandigarh
• Chhattisgarh
• Dadra Nagar Haveli Daman Diu
• Delhi
• Goa
• Gujarat
• Haryana
• Himachal Pradesh
• Jammu Kashmir
• Jharkhand
• Karnataka
• Kerala
• Madhya Pradesh
• Maharashtra
• Manipur
• Meghalaya
• Mizoram
• Nagaland
• Orissa

31. • Pondicherry
• Punjab
• Rajasthan
• Sikkim
• Tamil Nadu
• Telangana
• Tripura
• Uttar Pradesh
• Uttarakhand
• West Bengal

• Branches in Bareilly (U.P):
Bank Of India (BOI) IFSC Code:
BKID000784
0
MICR Code:
243013002
Branch Code:
007840
Branch: BAREILLY

BAREILLY, 46, CIVIL LINES, , P. B.
NO. 110, BARELLY, 243001, UTTAR
PRADESH

City: BAREILLY
District: BAREILLY
State: UTTAR PRADESH

Contact:
Phone: [phone], email:
[email protected]
Bank
Of
India
(BOI)
IFSC Code:
BKID0007841
MICR Code:
243013003
Branch Code:
007841
Branch: NEW BAREILLY

ADJ LEAF PETROL PUMP MAIN
ROAD, MAHANAGAR, PILIBHIT BYE
PASS ROAD, BAREILLY, U.P.

City: BAREILLY
District: BAREILLY
State: UTTAR PRADESH

Contact:
Phone: -, email:
[email protected]
n

32. • Foreign Branches:
1. France

2. Hongkong

3. Japan

4. Kenya

5. New Zealand

6. Singapore

7. United States

8. Tanzania

9. UK

10. Uganda

11. Vietnam

12. Antwerp

33. Head Office:
BANK OF INDIA
STAR HOUSE
C - 5, "G" Block,
Bandra Kurla Complex,
Bandra (East),
Mumbai 400 051.
Ph: 022-66684444

Contact Information:

1800 103 1906 (Tollfree) / 1800 220 229 (Tollfree - Covid
Support) / (022) – 40919191 (chargeable number) 24 X 7

35. Managing Director & CEO:
Shri Atanu Kumar Das
Managing Director & CEO (From 20.01.2020)

Shri Atanu Kumar Das is a post graduate in Applied Economics and NET
holder from UGC. While pursuing a doctoral degree at IIT, Kharagpur,
Shri Das joined the Banking Industry as Economist in the year 1994.

In his 26 years of banking experience, he has been involved at both
policy and operational levels. Prior to assuming charge as Delhi
Regional Head in January 2015, he was heading Vijaya Bank's Lucknow
Region for more than 3 years. At Vijaya Bank's Corporate Office, Shri
Das was handling Planning & Development, a very key department,
among others.

He has been part of several important training programs/workshops
conducted at premier institutions like IIM (Kozhikode), IIM
(Ahmedabad), ASCI, NIBM, BTC, Frankfurt School of Business
Management and IDRBT.

He had taken charge as Executive Director of Bank of India on
17.02.2017 and was overseeing functioning of Finance, Risk
Management, Planning, Development & Co-ordination, Strategy &
Economic Intelligence, Information Technology, Human Resources,
Financial Inclusion and other key Departments.

He has taken charge as Managing Director & CEO of Bank of India w.e.f.
20.01.2020.

36. Executive Directors:

Shri P R Rajagopal (Executive Director)

Shri P R Rajagopal, aged 53 year is a commerce graduate and Bachelor in Law (BL). He started his career in Bank of
India as an officer in 1995 and become Senior Manager in 2000. Seconded to Indian Banks' Association as Legal Adviser
and was with IBA till 2004 till repatriation to Bank of India. He joined Union Bank of India in 2004 and elevated to the
rank of General Manager in the year 2016. On elevation to the position of Executive Director, he joined Allahabad Bank
on 01.03.2019
He has taken charge as Executive Director, Bank of India on March 18, 2020.

Shri Swarup Dasgupta (Executive Director)

Mr. Swarup Dasgupta aged 57 years, was General Manager with Bank of India heading Recovery Department. He is
Bachelor of Engineering in Electronics and Telecommunication and MBA – Finance. During his professional journey of
over 23 years, he has extensive exposure of corporate office and field level banking. He has worked in Corporate Credit
Department at Head Office. He has successfully headed the Mid Corporate and Large Corporate branches at Hyderabad,
Chennai and Andheri. He has also worked in Bank’s foreign centre at London.
He has headed critical departments of Board Secretariat, SME and Recovery Department at Head Office.
He has taken charge as Executive Director, Bank of India on 10.03.2021.

Shri M Karthikeyan (Executive Director)

Mr. M Karthikeyan, aged 56 years, was General Manager (Corporate Development Officer) with Indian Bank. He is
Master of Science in Agriculture, Certified Associate of Indian Institute of Bankers (CAIIB), Diploma in GUI Application,
Diploma in Management. During his professional journey of over 32 years, he has extensive exposure of corporate
office and field level banking. He was Zonal Manager of Dharmapuri, Pune and Chennai North Zone. He was Field
General Manager Delhi controlling 8 zones. He has successfully headed the Recovery and Legal Department at Head
Office.
He was also on the Board of Tamil Nadu Grama Bank which was formed as a merged entity of two RRBs namely
Pandian Grama Bank, a subsidiary of Indian Overseas Bank with Pallavan Grama Bank, a subsidiary of Indian Bank.
He has taken charge as Executive Director, Bank of India on 10.03.2021.

Ms Monika Kalia (Executive Director)

Ms. Monika Kalia aged 48 years, was Chief General Manager with Union Bank of India heading Treasury, Domestic
Forex and International Banking. During her professional journey of over 24 years, she has extensive exposure of
corporate office and field level banking. She has successfully headed critical departments of Financial Planning,
Investor Relations, Personal Banking, marketing and third-party product distribution, Corporate Communications,
Compliance and Board Secretariat.
She was also Director on the Board of two joint ventures of Union Bank of India namely; Star Union Dai ichi Life
Insurance and Union Asset Management Trustee company.
Besides being rank holder B. Com (H), she is Fellow Member of Company Secretaries of India (ICSI), Certified Associate
of Indian Institute of Bankers (CAIIB), Diploma in Treasury and Integrated Risk Management from IIBF.
She has taken charge as Executive Director, Bank of India on 10.03.2021.

37. Directors:

Dr. Bhushan Kumar Sinha (GOI Nominee Director)

Dr. Bhushan Kumar Sinha, was appointed as Government of India Nominee Director in Bank of India from
11.04.2022.
He belongs to the 1993 batch of Indian Economic Service. He holds a Master’s degree in Business Administration
(MBA) from the National Graduate School of Management (NGSM), Australian National University, Canberra, Australia
and a Ph. D from the Department of Financial Studies, University of Delhi, India.
Presently he is posted as Joint Secretary in the Department of Financial Services (DFS), Ministry of Finance,
Government of India, New Delhi. Before joining DFS in 2018, he had a three-year stint as Economic Adviser in the
Department of Investment and Public Asset Management (DIPAM).
He was on the Board of Central Bank of India as GOI’s Nominee Director w.e.f 14.05.2018 till 11.04.2022.
Besides Bank of India, he is also GoI’s Nominee Director on the Board of Directors of IFCI Ltd.

Shri Subrata Das (RBI Nominee Director)
Shri Subrata Das, Chief General Manager and Regional Director joined the Bank in the year 1991 as Direct Recruit
Grade B and started his career from Kanpur Office. He possesses a Master's Degree in Analytical and Applied
Economics, he is a Law Graduate, completed CAIIB and also passed Hindi Pragya. Shri Subrata Das worked in various
Offices in different departments like Issue Department, Banking, NCC, erstwhile DBOD, HRMD (Personnel &
Administration) and also worked as Currency Officer.
After being Regional Director, Dehradun and then Hyderabad, presently he is Chief General Manager-In charge of
Human Resources Management Department at Mumbai since September 2021.

Shri P. N. Prasad (Shareholder Director)
Shri P. N. Prasad is from Mumbai, aged 60 years, is a Post Graduate in Science and a rank holder in CAIIB. Shri Prasad
is a seasoned banker having 37 years of experience. He retired as Deputy Managing Director from State Bank of India
and has got expertise in the areas of Risk Management, Corporate Banking, Project Finance and Structuring,
International Banking, Trade Finance, Audit and Compliance, etc.
He was a nominee director of State Bank of India on the boards of Oman India Joint Investment Fund Management
Company Private Limited and HDFC Venture Capital Limited. Currently he is an Independent Director in Insolvency
Professional Agency of Institute of Cost Accountants of India (IPA ICAI). He is also a member of the committee
constituted by Reserve Bank of India in April 2021 for comprehensive review of the working of Asset Reconstruction
Companies (ARCs).
He was elected as Shareholder Director of the Bank for a term of 3 years w.e.f. 25.10.2020.


Ms. Veni Thapar (Shareholder Director)
Ms. Veni Thapar, aged 50 years, is a Chartered Accountant and Cost Accountant. She has Diploma in Information
Systems Audit from ICAI and Certification in Information Systems Audit from ISACA (USA). She is a Senior Partner
with M/s V K Thapar and Company, Chartered Accountants.
During her career spanning over more than 25 years, she has handled:
- Statutory and Internal Audits of companies and organisations
- Bank Audits for various branches of Public Sector Banks
- Government Audits of various Public Sector Units

38. - Consultancy in Information Systems Audit
- Consultancy in Company Law, Indirect Taxes, FEMA and RBI matters
- Consultancy in Direct and Indirect Taxation including International Taxation.
- Board member in firms, bank, companies, etc.
Presently, she is on the Board of Governors of Indian Institute of Corporate Affairs.
She was elected as Shareholder Director of the Bank for a term of 3 years, w.e.f 04.12.2021.

Shri Munish Kumar Ralhan (Part time Non-official Director)
Shri Munish Kumar Ralhan, aged about 48 years, is a graduate in Science (B.Sc.) and LLB. He is a Practicing advocate
in Punjab and Haryana High Court and Subordinate Courts, having rich experience of 25 years dealing with cases
relating to Civil, Criminal, Revenue, Matrimonial, Banking, Insurance Companies, Consumer, Property, Accident cases,
Service matters, etc.
He is the Standing Counsel for Union of India at Hoshiarpur, Punjab.
He was appointed w.e.f 21.03.2022 for a period of 3 years or until further orders, whichever is earlier.

39. ➢ FINANCIALS:

Bank Of India
Consolidated Balance Sheet ------------------- in Rs. Cr. -------------------
Mar 22 Mar 22 Mar 21 Mar 21 Mar 20

12 mths 12 mths 12 mths 12 mths 12 mths

EQUITIES AND LIABILITIES
SHAREHOLDER'S FUNDS
Equity Share Capital 4,104.31 4,104.31 3,277.66 3,277.66 3,277.66
Total Share Capital 4,104.31 4,104.31 3,277.66 3,277.66 3,277.66
Revaluation Reserve 0.00 6,981.73 6,304.62 0.00 0.00
Reserves and Surplus 52,417.54 45,435.82 37,397.95 43,702.57 41,795.49
Total Reserves and Surplus 52,417.54 52,417.55 43,702.57 43,702.57 41,795.49
Total ShareHolders Funds 56,521.85 56,521.85 46,980.23 46,980.23 45,073.15
Equity Share Application Money 0.00 0.00 3,000.00 3,000.00 0.00
Minority Interest 0.00 129.50 159.31 159.31 0.00
Deposits 629,980.75 629,980.75 629,098.36 629,098.36 557,386.43
Borrowings 26,821.11 26,821.12 32,464.11 32,464.11 39,752.46
Other Liabilities and Provisions 29,807.62 29,678.12 21,088.09 21,088.09 20,806.80
Total Capital and Liabilities 743,131.33 743,131.33 732,790.10 732,790.10 663,018.84
ASSETS
Cash and Balances with Reserve Bank of India 40,530.32 40,530.32 60,930.38 60,930.38 29,446.55
Balances with Banks Money at Call and Short
Notice
51,178.57 51,178.57 65,763.25 65,763.25 57,162.51
Investments 180,273.95 180,273.95 191,693.01 191,693.01 162,322.91
Advances 423,001.14 423,001.14 367,667.35 367,667.35 370,644.08
Fixed Assets 9,856.11 9,856.11 9,001.40 9,001.40 9,057.98
Other Assets 38,291.24 38,291.24 37,734.72 37,734.71 34,384.81
Total Assets 743,131.33 743,131.33 732,790.10 732,790.10 663,018.84
CONTINGENT LIABILITIES, COMMITMENTS
Bills for Collection 0.00 27,611.37 24,913.97 0.00 0.00
Contingent Liabilities 0.00 423,318.90 453,794.18 0.00 0.00

40. Bank Of India
Consolidated Profit & Loss account ------------------- in Rs. Cr. -------------------
Mar 22 Mar 21 Mar 20 Mar 19 Mar 18

12 mths 12 mths 12 mths 12 mths 12 mths

INCOME
Interest / Discount on Advances / Bills 25,987.44 27,547.53 28,976.74 27,414.99 25,451.90
Income from Investments 11,155.13 11,648.37 10,756.89 10,018.13 9,200.79
Interest on Balance with RBI and Other Inter-
Bank funds
637.75 1,155.10 2,444.25 2,864.77 2,769.25
Others 500.59 502.83 412.90 706.92 890.86
Total Interest Earned 38,280.91 40,853.83 42,590.77 41,004.82 38,312.80
Other Income 8,010.54 7,496.17 6,808.89 5,264.03 5,845.89
Total Income 46,291.46 48,350.00 49,399.66 46,268.85 44,158.69
EXPENDITURE
Interest Expended 24,083.43 26,420.95 27,191.46 27,207.12 27,678.83
Payments to and Provisions for Employees 7,112.08 6,528.86 6,196.56 6,081.82 4,963.17
Depreciation 371.68 380.09 391.96 372.84 521.68
Operating Expenses (excludes Employee Cost
& Depreciation)
4,686.34 4,097.40 4,023.89 4,412.38 3,780.34
Total Operating Expenses 12,170.10 11,006.35 10,612.40 10,867.04 9,265.19
Provision Towards Income Tax 2,167.53 1,079.03 1,640.42 3,161.00 -2,587.00
Other Provisions and Contingencies 4,464.27 7,644.88 12,884.79 10,531.11 15,874.55
Total Provisions and Contingencies 6,631.80 8,723.91 14,525.21 13,692.11 13,287.55
Total Expenditure 42,885.34 46,151.22 52,329.07 51,766.27 50,231.57
Net Profit / Loss for The Year 3,406.12 2,198.78 -2,929.40 -5,497.42 -6,072.88
Net Profit / Loss After EI & Prior Year Items 3,406.12 2,198.78 -2,929.40 -5,497.42 -6,072.88
Minority Interest 5.27 2.19 0.20 -0.48 20.40
Share Of Profit/Loss Of Associates 81.19 -118.22 -121.83 71.33 91.16
Consolidated Profit/Loss After MI And
Associates
3,492.57 2,082.75 -3,051.04 -5,426.57 -5,961.31
Profit / Loss Brought Forward -88.79 -23,787.93 -20,414.55 -14,914.45 -8,585.29
Total Profit / Loss available for
Appropriations
3,403.78 -21,705.18 -23,465.58 -20,341.02 -14,546.60

41. APPROPRIATIONS
Transfer To / From Statutory Reserve 852.00 541.00 0.00 0.00 6.09
Transfer To / From Special Reserve 0.00 450.00 242.76 0.00 0.00
Transfer To / From Capital Reserve 300.25 495.50 79.58 73.53 361.76
Transfer To / From Investment Reserve 253.79 673.80 0.00 0.00 0.00
Transfer To / From Revenue And Other
Reserves
0.00 -23,776.69 0.00 0.00 0.00
Balance Carried Over To Balance Sheet 1,997.74 -88.79 -23,787.93 -20,414.55 -14,914.45
Total Appropriations 3,403.78 -21,705.18 -23,465.58 -20,341.02 -14,546.60
OTHER ADDITIONAL INFORMATION
EARNINGS PER SHARE
Basic EPS (Rs.) 9.00 6.00 -9.00 -29.00 -52.00
Diluted EPS (Rs.) 9.00 6.00 -9.00 -29.00 -52.00

42. Bank Of India
Capital Structure
Period Instrument --- CAPITAL (Rs. cr) --- - P A I D U P -
From To Authorised Issued Shares (nos) Face Value Capital
2021 2022 Equity Share 6000 4104.74 4103566070 10 4103.57
2020 2021 Equity Share 6000 3278.1 3276923350 10 3276.92
2019 2020 Equity Share 6000 3278.1 3276923350 10 3276.92
2018 2019 Equity Share 3000 2760.47 2759289422 10 2759.29
2017 2018 Equity Share 3000 1744.16 1742978396 10 1742.98
2016 2017 Equity Share 3000 1055.87 1054695104 10 1054.7
2015 2016 Equity Share 3000 817.29 817290000 10 817.29
2014 2015 Equity Share 3000 665.65 665650000 10 665.65
2013 2014 Equity Share 3000 642.26 642263013 10 642.26
2012 2013 Equity Share 3000 597.08 595902327 10 595.9
2011 2012 Equity Share 3000 574.96 573780370 10 573.78
2010 2011 Equity Share 3000 547.66 546480370 10 546.48
2009 2010 Equity Share 3000 526.35 525175500 10 525.18
2008 2009 Equity Share 1500 526.35 525175300 10 525.18
2007 2008 Equity Share 1500 526.35 525174800 10 525.17
2006 2007 Equity Share 1500 488.58 487401800 10 487.4
2005 2006 Equity Share 1500 488.58 487400200 10 487.4
2004 2005 Equity Share 1500 488.58 487399600 10 487.4
2003 2004 Equity Share 1500 488.58 487398800 10 487.4
2002 2003 Equity Share 1500 488.58 487394700 10 487.39
2001 2002 Equity Share 1500 488.58 488580000 10 488.58
2000 2001 Equity Share 1500 639 639000000 10 639
1999 2000 Equity Share 1500 639 639000000 10 639
1998 1999 Equity Share 1500 639 639000000 10 639
1997 1998 Equity Share 1500 639 639000000 10 639
1996 1997 Equity Share 1500 639 639000000 10 639

43. Shareholdings :


Summary


Promoter

44. Foreign Institutional Investors (FII)


Domestic Institutional Investors (DII)


Others

45. Insights:

46. ➢ Organizational Structure:

47. ➢ SWOT ANALYSIS:

Strengths in the SWOT Analysis of Bank of India:
1. Strong Branch Network: Bank of India, being one of the PSBs has one of
the strongest domestic branch networks. The bank added 1918 branches
from the year 2008 to 2015 to reach 4,892 branches in the domestic market.
Strong branch network enabled Bank of India to increase its total deposits by
11.5% in FY 2015.
2. Capital position: Bank of India has a string governmental shareholding at
about 70% and about 30% non-government shareholding. BOI’s total capital
ratio is 10.73% well above the regulatory mandated. Strong Capital position
can strengthen the bank to face any adverse market developments.
3. Increasing Profits: From FY 2011 to FY 2015, Bank of India’s revenues
increased at a CAGR of 11%. Also, BOI’s operating profit increased an
incredible 113% in the same duration. String financial conditions strengthen
the business.
Weaknesses in the SWOT Analysis of Bank of India:
1. Decreasing asset quality: As measured by Non-Performing Assets, the
asset quality of BOI has deteriorated during the last few years. The banks
NPAs grew from INR 48,110 million in FY 2011 to INR 221932.4 million in FY
2015. As a result, the bank’s return on average assets has declined even after
string revenue growth.
2. The absence of good financial products / services: Bank of India lacks
insurance, brokerage and investment-banking services. The bank totally
depends on its wholesale banking operations, retail banking operations and
treasury operations. This shows that BOI is heavily dependent on the few
streams it is present in.
Opportunities in the SWOT Analysis of Bank of India:
1. International Business: BOI’s international business is on the rise over the
years with NRIs finding Indian banks remunerative. In FY 2015, the bank’s
business grew at 13.7% in the international market. This situation is likely to
sustain and hence guarantees more growth for BOI.
2. UID/Aadhar based customer base: The financial services companies stand
to gain about 125 million new customers with the government’s plans to
collate UID and bank accounts for direct benefits transfers. This creates a
positive outlook for the banking industry.
3. Growth in Indian Banking Industry: In the last 7 years, the total lending and
deposits increased at a CAGR of 20.7% and 19.7&% respectively. Total asset
size of the banking sector is expected to reach $28,500,000 million by FY
2025. This allows the bank to introduce new financial services and also to
expand its market.

48. 4. Improving products and services: Bank of India can improve its
overall product portfolio thereby providing better and more number of products
with very good services for the products. However, it seems to be mediocre
at best where products and services are concerned.
Threat in the SWOT Analysis of Bank of India:
1. Intense Competition: After the RBI allowed 74% FDI in the banking sector,
other banks have aggressively expanded. Various banks have been issued
banking and payment banks licenses in the last 2 years. This allows new
entrants to enter the market and also an older player to disrupt the market share.
2. Burden of NPAs: The Indian banking sector’s NPAs collectively have grown
from INR539,170 million in FY 2008 to INR3,416,410 million in 2015. The
gross NPAs as a ratio of total loans have also increased for all the banks from
2.11% to 5.08% in the same period.
3. Declining brand equity – Players like Bank of Baroda are moving forward of
Bank of India in pockets because of their strong marketing and service teams.
As a result, the brand equity of Bank of India is declining and people are
preferring regional players more than a centralized bank.

49. CHAPTER-4
Research Methodology:

Research methodology:
Research methodology is a way to solve the research problem systematically. It
involves the various steps to find out the solution of an identified problem. It
also clarifies the logic behind the study of the problem. When we talk about
research methodology, we not only talk of the research method but also
consider the logic behind the method or techniques and why we are not using
other so the results are capable of being evaluated.

RESEARCH DESIGN:
A descriptive study tries to discover answer to the question who, what, when,
where, and sometimes, how. The research attempts to describe or define
subjects, often by creating a profile of a group of problems, people, or events.
Such studies may involves the collection of data and the creation of a
distribution of the number of time the researcher observes a single event or
characteristic ( the research variable) , or they may involve relating the
interaction of two or more variables .organization that maintain database of
their employees ,customer and suppliers already have significant data conduct
descriptive studies using internal information .Yet many firms that have such
data files do not mine them regularly for the decision – making insight they
might provide. Descriptive study is popular in business research because of its
versatility across disciplines. In for- profit not-for-profit and government
organization descriptive investigation has a broad appeal to the administrator
and policy analyst for planning monitoring and evaluating. In this context, how
questions address issue such as quantity, cost efficiency, effectiveness, and
adequacy. Descriptive studies may or may not have the potential for drawing
powerful inferences. A descriptive study, however, does not explain why not
event has occurred or why the variable interacts the way they do.

50. SAMPLE METHOD:
Convenience sampling method is used for the serve of this project. It is non-
probability sample. This is least reliable decision but normally the cheapest and
easiest to conduct. In this method researcher have the freedom to choose
whomever they find, thus the name convenience. Example includes informal
pools of friend and or people responding to a newspaper’s invitation for readers
to state their position on some public issue.

SAMPLE SIZE:
Sample size denote the number of elements selected for the study. For the
present study for the present, 50 respondents were the customer different
branches of Bank of India from Bareilly region.

Duration of Study:
The survey is conducted for a period of 2 months starting from May 2022 to
June 2022.

SURVEY AREA:
The survey was carried out in Bareilly (Uttar Pradesh).

51. SAMPLING METHOD-
A sample is a representative part of the population. In the sampling technique,
information is collected only from a representative part of the universe and the
conclusions are drawn on that basis for the entire universe.

TYPES OF DATA –
Every decision unique need for Information, and relevant strategic can be
developed based on the information gathered through research. Research is the
systematic objective and exhaustive search for and Study of facts relevant to the
problem.
Research design mean the framework of the study that leads to the collection
and analysis of data. It is a conceptual Structure with in which research is
conduct. It facilitates smooth sailing of various research operations to make the
research as effective as possible.

PRIMARY DATA –
Primary data are those collected by the investigator himself for the first time
and thus they are original in character, they are collected for a particular
purpose. A well-structured questionnaire (Annexure 1) was administrated
online through google forms to the selected to collect the primary data.

SECONDARY DATA-
Secondary data are those, which have already been collected by some other
person for their purpose and published. Secondary data are usually in the shape
of finished products.

52. CHAPTER-5
Data Analysis and
Interpretation:

1)According to you, which service provided by the Bank of India
is best?
Table from PDF
INTERPRETATION-
From the above graph it is clear that majority of the respondent
would feel that new account process, inquiry, facility, depositing
and withdrawing process & online services provided by the BANK
OF INDIA;14% like friendliness of personnel and the remaining like
parking facilities of location etc. as best services among the services
provided by the BANK OF INDIA.

2) What are the problems that you face whenever you make a visit
to the Bank of India?
Table from PDF
INTERPRETATION-
The above graph indicates that the parking facilities in area of
the BANK OF INDIA is better than other banks and satisfied
customer more than 90%.

53. 3) Do you always get the prompt services whenever you visit the
Bank of India?
Table from PDF
INTRPRETATION –
From the above graph it is clear that majority of the
respondents get timely and quick services by the BANK OF
INDIA i.e., 46%; 34% of the respondent seem to the just
satisfied 14% respondent are neither happy nor have any
problem and remaining 6% respondent are dissatisfied with
respect to get let services from the BANK OF INDIA.

4) How long have you been customer of the Bank of India?
Table from PDF
INTERPRETATION-
From the above graph it is clear that majority of the respondent
are part of the BANK OF INDIA from 1-4 years i.e., 36% of the
respondent are part of the BANK OF INDIA from 4-7 years; 26%
respondent from less than a year and remaining 8% respondent
are part of the BANK OF INDIA from more than 7 years.

5) Do you agree that the procedure to open an account with the
Bank of India is difficult?
Table from PDF
INTERPRETATION –
From the above graph it is clear that 3/4th of the respondents
doesn’t face any problem in the process of opening a new
account 10% respondent are Neither happy nor have any
problem and remaining 2% respondent are dissatisfied with the
procedure of opening a new account in the BANK OF INDIA.

54. 6) Do you agree that the process of depositing and withdraw
wing money from the Bank of India is complex?
Table from PDF
INTERPRETAITON-
From the above graph it is clear that 80% of the respondent feel
that the process of depositing and withdrawing money from the
by BANK OF INDIA isn’t complex; 16% of the respondent are
neither happy nor have any problem and remaining 4%
respondent face problem in depositing and withdrawing money
from the BANK OF INDIA.

7) Do you agree that minimum account limit is not high and easy
to maintain in the Bank of India?
Table from PDF
Interpretation
From the above graph it is clear that 44% of the respondent are
satisfied with the minimum account limit and easy maintenance
of in the BANK OF INDIA; 32% of the respondent are neither
happy nor have any problem and remaining 24% respondent
feels that minimum account limit isn’t good and face some
problem in operating their accounts.

8) Are you satisfied with the way queries of the customer have
been resolved by the Bank of India?
Table from PDF
INERPRETATION –
From the above graph it is clear that 82% respondent’s query
and conflict has been easily resolved by BANK OF INDIA; 16% of
the respondent are neither happy nor have any problem and

55. remaining feels that their problems have not been resolved in
the best way by the BANK OF INDIA.

9. What do you feel about overall service quality of your bank?
Table from PDF
INTERPRETATION-
From the above graph it is clear that 74% of the respondents
are satisfied with the dealing of the BANK OF INDIA, 16% are
not fully satisfied and 18% are satisfied to some extent.

10. What is your monthly income level?
Table from PDF
Interpretation:
From the above table 54.8% of respondents are falling under
the income range between Rs.5, 000-Rs.15, 000. And 25.8% are
falling under the income range between Rs.15, 001-Rs.25, 000.
And 12.9% of respondents are falling under the income range
between Rs.25, 001-Rs.35, 000. And 3.2% of respondents are
falling under the income range between Above Rs.45, 000.

56. CHAPTER-6
Findings, Suggestions and
Limitations

Findings: -

From the analysis of the result and based on the objective of the study the
following findings can be ascertained:

• According to the data collected it is clear that most of the
respondents are part of the BANK OF INDIA from 1-8 years.

• Almost half of the population gets timely and quick services by the
BANK OF INDIA and 75% of the respondents are satisfied with the
services offered by BANK OF INDIA.

• Presently the bank offers varieties of services but the customers are
mostly happy with the easy and simple process of opening a new
account, depositing and withdrawing money and query handling
process of BANK OF INDIA.

• The problem face by the majority of the population is related to the
location of branch and parking facility availability. Where online
services are new to the customer so they also face some problems in
performing the online services of the BANK OF INDIA.

57. • As minimum account limit is a cause that restrict the population to
make them part of the BANK OF INDIA. On the order hand maintain
the account is seems to a problem for ¼th of the population.

Suggestions and Recommendations: -

With regard to banking products and service, consumers respond at
different rates, depending on the consumer’s characteristic. Hence BANK
OF INDIA should try to bring their new product and services to the
attention of potential early adopters.

• Due to their intense competitions in the banking sector, the BANK OF
INDIA should adopt better strategies to attract more customers.

• BANK OF INDIA should select the location for its branch in such a way
that the parking problems should be solved, as more than half of the
respondents are facing this problem.

• BANK OF INDIA should ask for their consumer feedback to know
whether the consumers are really satisfied or dissatisfied with the
services and product of the bank. If they are dissatisfied, then the
reason for dissatisfaction should be find out and should be corrected
in future.

• BANK OF INDIA should try to increase the brand images through
performance and services then only customers will be satisfied.

• Majority of the people find banking important in their life, so the
BANK OF INDIA should employee the strategies to convert the want
in need which enrich their business.

58. Limitations of the study

The study report consists of few limitations: -

• The report has been conducted within a limited time frame.

• The study is limited to the customers of Bareilly only.
Therefore, the inferences cannot be generalized.

• Only selected Branches have been considered for the study.

• Samples were selected conveniently.

• The sample of size is limited to 50 only and the sample size
may not represent whole market.

• Due to change in time, policies may change.

• A few respondents were not able to understand some of the
terms of the questionnaire which may affect the study to a
little extent.

59. CHAPTER-7
Conclusion

“To provide superior, proactive banking services”- is the core
principle on which BANK OF INDIA is structured. Though
products have been added and modified in the past but the
motto has not changed which is to grow and develop
relationship with top end client age and generate returns for
the bank. Banking at BANK OF INDIA has been a great success
lately thanks to their expertise in financial advisory, skilled team
of Relationship Managers and being proactive in approach right
from the beginning. The analysis of the research shows that
around two-third of their client age are banking with them from
more than two years which is commendable in terms of client
retention. From a high-net-worth individual aspect the banking
is truly a brilliant experience to be recognized and treated as a
priority customer. Relationship Manager’s need to be more
proactive in approach and concentration should be on enlarging
the customer base of HNI clients and also stress should be given
on client retention techniques. To sum up BOI is going great
guns with its Public Banking division but this business model is
still at its growing stage of life cycle in India and there is still a
lot more to be achieved by everyone involved with this.

60. CHAPTER-8
Bibliography

Websites: -

1. https://bankofindia.co.in/
2. https://www.iloveindia.com/finance/bank/nation
alised-banks/bank-of-india.html
3. https://en.wikipedia.org/wiki/Bank_of_India
4. https://www.moneycontrol.com/
5. https://www.google.co.in/

Books: -

1. Research Methodology
2. Indian Banking System
3. Consumer Behaviour

61. CHAPTER-9
Annexure

Annexure – 1
Questionnaire


NAME ______________________________

E-MAIL ___________________________________________

1. According to you, which service provided by the Bank of India
is best?
 Depositing and Withdrawing money
 Query Handling
 New Account Process
 Friendliness Of Bank Personnel
 Minimum Account Limit Is Not High
 Easy Maintenances of Account
 Parking Facilities and Accessibility
 Convenience of location
 Online services

62. 2. What are the problems that you face whenever you make a
visit to the Bank of India?
 Depositing and Withdrawing money
 Query Handling
 New Account Process
 Friendliness Of Bank Personnel
 Minimum Account Limit Is Not High
 Easy Maintenances of Account
 Parking Facilities and Accessibility
 Convenience of location
 Online services

3. Do you always get the prompt services whenever you visit the
Bank of India?
 Strongly Agree
 Agree
 Neither Agree nor Disagree
 Disagree
 Strongly Disagree

4. How long have you been customer of the Bank of India?
 Less than a year
 1-4 year
 4-7 year
 More than 7 years

5. Do you agree that the procedure to open an account with the
Bank of India is difficult?
 Strongly Agree
 Agree
 Neither Agree nor Disagree
 Disagree
 Strongly Disagree

63. 6. Do you agree that the process of depositing and withdraw
wing money from the Bank of India is complex?
 Strongly Agree
 Agree
 Neither Agree nor Disagree
 Disagree
 Strongly Disagree

7. Do you agree that minimum account limit is not high and easy
to maintain in the Bank of India?
 Strongly Agree
 Agree
 Neither Agree nor Disagree
 Disagree
 Strongly Disagree

8. Are you satisfied with the way queries of the customer have
been resolved by the Bank of India?
 Strongly Agree
 Agree
 Neither Agree nor Disagree
 Disagree
 Strongly Disagree

9. What do you feel about overall service quality of your bank?
 Strongly Agree
 Agree
 Neither Agree nor Disagree
 Disagree
 Strongly Disagree

64. 10. What is your monthly income level?
 Rs.5,000-Rs 15,000
 Rs.15,000-Rs 25,000
 Rs.25,000-Rs35,000
 Above Rs.35,000

65. Thank You