Final Project Report Simran

8/18/2019 Final Project Report Simran

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PROJECT REPORT

ON

A COMPREHENSIVE APPRAISAL OF STATE BANK OF PATIALA

In Partial Fulfillment for the A ar! of "e#ree of

Ba$helor of Bu%ine%% A!mini%tration

&'()'*'()+,

S-BMITTE" B./*

Ms. Simranjit Kaur Mann

BBA- 5th SEM

ROLL NO- 25755

MATA GUJRI OLLEGE!

"ATE# GAR# SA#IB.

TABLE OF CONTENTS


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SERIALNo0

TITLE PA1E No0

CHAPTER*)

$.$ INTRTO"-CTION TO BANKIN1

CHAPTER*'

2.$ INTRO"-CTION OF STATE BANK OF PATIALACHAPTER*2

%.$ INTRO"-CTION OF BANK AN" C-STOMER RELATIONSHIP MANA1EMENT

CHAPTER*3

&.$ REVIE4 OF LITERAT-RECHAPTER*+

5.$ RESEARCH METHO"OLO1.

5.$ OBJECTIVE OF ST-".5.$ SCOPE OF THE ST-".5.2 SO-RCES OF THE "ATA

CHAPTER*5

'.$ "ATA ANAL.SIS 6 INTERPRETATION

CHAPTER*7

7.$ FIN"IN1S

CHAPTER*8

(.$ LIMITATIONS

CHAPTER*9

).$ CONCL-SION 6 S-11ESTIONS

ANNE:-REBIBLIO1RAPH.


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CHAPTER * )

Intro!u$tion of Ban;in#


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Ban*in+ , u i/s a 0ita1 ,siti,n in an / ,n,m . Ban*in+ is a 3usin/ss that 4/a1s ith

3,rr, in+! 1/n4in+ an4 r/mittan /s ,6 6un4s an4 a1s, an im ,rtant instrum/nt 6,r / ,n,mi

+r, th.

Ban*in+ M/ans A / tin+ 8/ ,sits 6,r th/ ur ,s/ ,6 1/n4in+ ,r In0/stm/nt ,6 4/ ,sits ,6 m,n/ 6r,m

th/ u31i ! r/ a a31/ ,n 4/man4 ,r ,th/r is/ an4 ith4ra 3 h/9u/! 4ra6t ,r ,th/r is/.

- Ban*in+ ,m ani/s :R/+u1ati,n; A t! $)&).

ORI1IN OF THE 4OR" < BANK” /*

Th/ ,ri+in ,6 th/ ,r4 3an* is shr,u4/4 in m st/r . A ,r4in+ t, ,n/ 0i/ ,int th/ Ita1ian 3usin/ss

h,us/ arr in+ ,n ru4/ 6r,m ,6 3an*in+ /r/ a11/4 3an hi 3an h/ri A ,r4in+ t, an,th/r 0i/ ,int

3an*in+ is 4/ri0/4 6r,m G/rman ,r4 Bran * hi h m/an h/a ,r m,un4. In En+1an4! th/ issu/ ,6

a /r m,n/ 3 th/ +,0/rnm/nt as r/6/rr/4 t, as a raisin+ a 3an*.

ORI1IN OF BANKIN1 /

Its ,ri+in in th/ sim 1/st 6,rm an 3/ tra /4 t, th/ ,ri+in ,6 auth/nti hist,r . A6t/r r/ ,+ni/4i /ri,4 th/ 6irst 3an* in In4ia! th,u+h ,ns/r0ati0/! as

/sta31ish/4 in $7('. "r,m $7(' ti11 t,4a ! th/ j,urn/ ,6 In4ian Ban*in+ S st/m an 3/ s/+r/+at/4 int,

thr// 4istin t has/s. Th/ ar/as m/nti,n/4 3/1, ?


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Ear1 has/ 6r,m $7(' t, $)') ,6 In4ian Ban*s

Nati,na1i


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Ban*! I I I Ban*! ING > s a Ban*! K,ta* Mahin4ra Ban* an4 SBI ,mm/r ia1 an4

Int/rnati,na1 Ban*. Th/ ",r/i+n Ban*s in In4ia 1i*/ #SB ! iti3an*! an4 Stan4ar4 hart/r/4

3an* /t an a1s, 3/ 1u33/4 h/r/.

Coo?erati>e =an;% in In!ia * ith th/ aim t, s / i6i a11 at/r t, th/ rura1 , u1ati,n! th/

,, /rati0/ 3an*s in In4ia /r/ s/t u thr,u+h th/ ,untr . Issu/s 1i*/ a+ri u1tura1 r/4it an4 th/

1i*/s ar/ ta*/n ar/ ,6 3 th/s/ 3an*s.

STRUCTURE OF COOPERATIVE BANKING

STR-CT-RE OF IN"IAN BANKIN1

RBI

NABARD

SCBs SLDBs UCBs

CCBs CLDBs

PLDBs BRANCHES OF SLDBs

PACS


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C-RRENT SCENARIO OF RETAIL BANKIN1 IN IN"IA

RESERVE BANK OFINDIA

(RBI)

SCHEDULED BANKS ININDIA

COMMERCIAL BANKS COOPERATIVE BANKS

REGIONALRURALBANKS(196)

PRIVATESECTORBANKS(30)

PUBLICSECTORBANKS(27)

FOREIGNBANKS(40)

NE(!)

OLD

(22)

NATONALI"ED BANKS(19)

SBI ANDASSOCIATE BANKS(!)

URBANCOOPERATIVES(#2 )

STATECOOPERATIVES (16)


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Th/ ,n0/nti,na1 s /nari, ,6 Ban*s is 6ast han+in+. Th/ Ban*in+ Instituti,ns ha0/ start/4

r/0isitin+ th/ir >isi,ns. Sh,u14 th/ ha0/ th,usan4s ,6 1ass A ,unts ,r a 6/ A an4 B 1ass

A ,untsD Th/ ha0/ ,m/ t, th/ ,n 1usi,n that it is n,t / ,n,mi a1 t, s/r0i / th/ 1ass

A ,unts. E0/n in In4ia! 3an*s ar/ raisin+ th/ 3ar ,n 4/ ,sits. S,m/ Ban*s ha0/ /0/n in r/as/4

th/ minimum 3a1an / in Sa0in+s a ,unts s, that th/ ar/ ,ut ,6 r/a h ,6 th/ sma11 man.

h is this s,D This is a natura1 ,r,11ar t, th/ ,m /t/n i/s that ar/ 3/in+ 3ui1t u at a

si+ni6i ant s //4 in a11 3an*s. E=aminin+ th/m ,n/ 3 ,n/ i11 h/1 us *n, h/r/ th/ 3an*s ar/

h/a4in+! in th/ n/ar 6utur/.

Cu%tomer Fo$u%/

A11 a1,n+! th/ ,r4 ust,m/r us/4 t, 4/n,t/ an /rs,n h, is ha0in+ an a ,unt ith a

3ran h ,6 a Ban* ,r usin+ th/ s/r0i /s ,6 a Bran h. N, ! / ar/ s//in+ a n/ 4/6initi,n 6,r

ust,m/r. A ust,m/r is n, m,r/ a ust,m/r ,6 th/ Bran h h/ is th/ ust,m/r ,6 th/ BANK.

ith th/ a40/nt ,6 FAAA Ban*in+F :An tim/! An h/r/! An h, Ban*in+; th/ n/ 4/6initi,n ,6 ust,m/r has 3/ ,m/ r/1/0ant. T/ hn,1,+ /na31/s th/ ust,m/r t, h/1 hims/16 thr,u+h

Int/rn/t Ban*in+! ATM Ban*in+! T/1/ h,n/ Ban*in+! On1in/ Ban*in+! M,3i1/ Ban*in+! ,r /-

Ban*in+! /t . M,r/,0/r th/ ,n / t 1i*/ Kn, ,ur ust,m/r :K ) r/in6,r /4 h/n R/s/r0/

Ban* ,6 In4ia r/ /nt1 ur+/4 3an*s t, im r,0/ ust,m/r 6, us as a strat/+i initiati0/ 6,r

/66/ ti0/ mana+/m/nt ,6 r,6ita3i1it ! ris* an4 ust,m/r satis6a ti,n as /11 as ust,m/r 4/1i+htH

Se#ment Fo$u%/

Ban*s ar/ ,30i,us1 6,r ust,m/r s/r0i /. But 3an*s ar/ 6in4in+ that th/ t,, n//4 t, s/+m/nt

an4 tar+/t #i+h N/t ,rth In4i0i4ua1s :#NIs; an4 ,m ani/s i6 th/ ha0/ t, satis6 th/ n//4s ,6


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th/ir sta*/h,14/rs. Th/r/6,r/! Ban*s ar/ +/n/ra11 m,0in+ t, ar4s r,4u ts that ar/ 6, us/4 ,n

th/ir tar+/t/4 /n4 ust,m/rs. An4 this tar+/t is s / i6i a11 th/ hi+h /n4 ust,m/rs as th/ 4,

n,t 6in4 an 1/0/ra+/ 6r,m th/ sma11 a ,unts. But th/r/ is a str,n+ tr/n4 in t/rms ,6

,ns,1i4ati,n in t/rms ,6 th/ 3usin/ss s/+m/ntati,n. Th/ +/n/ra1 att/rn ,6 th/ 3an*s is t, at/r

t, a11 s/+m/nts 6r,m a+ri u1turists t, hi+h n/t ,rth in4i0i4ua1 t, ,r ,rat/ 3an*in+ t,

int/rnati,na1 3an*in+. An ana1 sis ,6 th/ urr/nt s /nari, in4i at/s that in 6utur/! /a h 3an* i11

4/ i4/ ,n its ,r/ ,m /t/n an4 at/r ,n1 t, s/1/ t/4 s/+m/nts. ",r /=am 1/! th/ 8/uts h/

Ban* in In4ia , /rat/s ,n1 in th/ ,r ,rat/ 3an*in+ an4 it has turn/4 as a mar*/t 1/a4/r in this

s/+m/nt.

Pro!u$t Fo$u%/

Ban*s ha0/ 3//n ,66/rin+ 0ari,us ass/t r,4u ts :L,ans; an4 1ia3i1it r,4u ts :8/ ,sits;! ta*in+

th/ ust,m/rs +/n/ra1 n//4s 1i*/ 6i=/4 am,unt 1,ans ,r runnin+ ash r/4it O0/r4ra6t

a ,unts ,r "i=/4 8/ ,sit ,r umu1ati0/ 8/ ,sit ,r R/ urrin+ 8/ ,sit as 1ia3i1it r,4u ts.

N, ! th/ tim/ has ,m/ 6,r th/ ust,m/r t, 4/man4 a r,4u t that is n,t urr/nt1 a0ai1a31/ in

th/ Ban*/rFs *itt an4 th/ Ban* has t, 1it/ra11 r/at/ ust,m/r-s / i6i r,4u ts. #/r/ ,m/s th/

Ban*/r in th/ r,1/ ,6 a "inan ia1 En+in//r.

Finan$ial Ser>i$e%/ Then an! No

Ol! E$onom@ Ne E$onom@

,n6in/4 mar*/t Un1imit/4 mar*/t

R/0/nu/s thr,u+h mar+inR/0/nu/ +/n/rat/4 thr,u+h 6//s an4 0a1u/-a44/4

s/r0i /s


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Limit/4 r,4u t 1in/ E=t/nsi0/ r,4u t 3r/a4th

Bran h-6, us/4 /-Ena31/4

On1 Cu31i S/ t,r Ban*s N/ Cri0at/ S/ t,r Ban*s an4 M,r/ ,m /titi,n

E=istin+ r,4u ts an4 s/r0i /s ar/ han+in+ a 6,r 0a1u/-a44/4 ,n/s than*s t, th/ ,n/-

u manshi +am/ am,n+ ,m /tin+ 3an*s! s ar*/4 ,66 3 s,arin+ ,nsum/r-4/man4s.

Te$hnolo#@ Fo$u%/

As 3an*s 6a / th/ mutua11 int/r4/ /n4/nt 6,r /s ,6 ,m /titi,n! r/+u1ati,n! t/ hn,1,+ ! an4

ust,m/r /= / tati,ns! a i tur/s9u/ s/ttin+ 6,r th/ tr/m/n4,us u h/a0a1 an4 , ,rtunit

/m/r+/s. This int/r4/ /n4/n ! in turn! is 3ui1t u ,n mutua11 4/ /n4/nt t/ hn,1,+i a1 tr/n4s.

• In r/as/ r, /ssin+ , /rs

• In r/as/ in n/t ,r*in+

• In r/as/ in 61/=i3i1it in 4/6inin+ 3usin/ss stan4ar4?

• In r/as/ in m,4u1arit ,6 s,6t ar/

Th/s/ 6,ur tr/n4s ar/ im a tin+ irr/0/rsi31 th/ 3usin/ss ,6 3an*in+! ,uts,ur in+! ins,ur in+!

ana1 ti s! an4 a m/nt s st/ms. Gi0/n th/s/ 6a t,rs th/ 3an*s ar/ 3/in+ m,r/ t/ hn,1,+

6, us/4 an4 4ri0in+ th/ us/ ,6 int/rn/t t, h/1 m//t th/ r/9uir/m/nts ,6 th/ir ust,m/rs thr,u+h

s/+m/ntati,n.

Em?lo@ee fo$u%/


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Ear1i/r! th/r/ /r/ r/mis/s h/r/ th/ 3ran h ,6 a Ban* is 1, at/4 an4 th/r/ /r/ thr//

at/+,ri/s ,6 sta66 t, att/n4 t, th/ ust,m/rs 0iRS s h/m/ intr,4u /4 in th/ /ar 2 3 th/ Ban*s as t, r/4u / th/ r/4un4ant sta66

,ns/9u/nt t, ,m ut/riRS ,u14 3/ n//4/4 6,r th/ Ban*s t,

sh/4 th/ir /= /ss 61a3 an4 ma*/ th/m 6it an4 trim. #/n /6,rth! th/ r,1/ 6,r 1/ri a1 sta66 ,u14

ha0/ t, un4/r+, a han+/ 6r,m sittin+ un4/r th/ r,,6 in a 3ran h t, m,0in+ int, th/ 6i/14 an4

mar*/t 0ari,us 6inan ia1 s/r0i /s ,66/r/4 3 th/ir Ban* an4 n,t ,n1 attra t n/ ust,m/rs an4

r/tain /=istin+ 1i/nt/1/ 3ut a1s, r/tri/0/ th/ ust,m/rs 1,st t, ,m /tit,rs. In a nutsh/11 th/ tr/n4

is t, ar4s s, histi at/4 /11 train/4 ust,m/r ,ri/ntati,n.

BANKIN1 SERVICES

Ban*in+ s/r0i /s s/r0/ t , rimar ur ,s/s. "irst! 3 su 1 in+ ust,m/rs ith th/ 3asi

m/4iums-,6-/= han+/ : ash! h/ *in+ a ,unts! an4 r/4it ar4s;! 3an*s 1a a */ r,1/ in th/

a +,,4s an4 s/r0i /s ar/ ur has/4. S/ ,n4! 3 a / tin+ m,n/ 4/ ,sits 6r,m sa0/rs an4

th/n 1/n4in+ th/ m,n/ t, 3,rr, /rs! 3an*s /n ,ura+/ th/ 61, ,6 m,n/ t, r,4u ti0/ us/ an4

in0/stm/nts. This in turn a11, s th/ / ,n,m t, +r, . Ena31in+ th/ 61, ,6 m,n/ 6r,m sa0/rs

t, in0/st,rs is a11/4 6inan ia1 int/rm/4iati,n! an4 it is /=tr/m/1 im ,rtant t, a 6r// mar*/t

/ ,n,m .


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Tra4iti,na11 ! 3an*s a / t/4 sma11 4/ ,sits that hi+h1 1i9ui4 in0/stm/nts r,t/ t/4 a+ainst

a ita1 an4 in ,m/ ris*. Th/ in turn ma4/ 1ar+/ in0/stm/nts in hi+h1 i11i9ui4 ass/ts

hara t/ri


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1) C,t/ntia1 ,r r,s / ts-G/n/ra1 ,r in4ustria1 us/rs h, ar/ n,t uti1i


14/42

minima1 r/ssur/ 6r,m th/ +,0/rnm/nt. ith th/ +r, th in th/ In4ian / ,n,m /= / t/4 t, 3/

str,n+ 6,r 9uit/ s,m/ tim/-/s / ia11 in its s/r0i /s s/ t,r! th/ 4/man4 6,r 3an*in+ s/r0i /s-

/s / ia11 r/tai1 3an*in+! m,rt+a+/s an4 in0/stm/nt s/r0i /s ar/ /= / t/4 t, 3/ str,n+.

Ban*in+ s st/m is n, m,0in+ t, ar4s a mar*/t-4ri0/n att/rn h/r/in /66i i/n ! r,6ita3i1it

an4 ,nsum/r ,ri/ntati,ns ha0/ 3/ ,m/ th/ at h ,r4s. Th/ ,m 1/=i,n ,6 3an*in+ s/ t,r has

un4/r+,n/ a si+ni6i ant han+/ in t/rms ,6 ,0/ra11 attitu4/s t, ar4s r,4u ts! s/r0i /s!

t/ hn,1,+ /t . Th/ ,nsum/rs as /11 as 3an*in+ instituti,ns ar/ +/ttin+ m,r/ a ar/ ,6 th/

,m /titi,n. Ban*in+ s/r0i /s ar/ th/ 1i6/1in/ ,6 a11 ,nsum/r an4 ,mm/r ia1 a ti0it . On/ an

*// m,n/ sa6/ in 3an*! /arn int/r/st! ta*/ 1,an an4 arr a11 *in4s ,6 transa ti,ns.

ust,m/rs /= / tati,ns 6r,m 3an*s ar/ 0/r im ,rtant 6a t,r in mar*/tin+ ,6 s/r0i /s 3 3an*s.

,urt/,us tr/atm/nt an4 h/1 6u1 attitu4/ in un4/rstan4in+ th/ir r,31/ms an4 6in4in+ s,1uti,ns t,

th/m is th/ rim/ /= / tati,ns ,6 ust,m/rs 6r,m th/ 3an*s. It is n//41/ss t, sa that th/ 9ua1it

,6 ust,m/r s/r0i / has attain/4 hi+h/st ri,rit am,n+st 3an* ,3j/ ti0/s. E66i i/nt ust,m/r

s/r0i / is im ,rtant n,t ,n1 6,r r/tainin+ /=istin+ ust,m/rs 3ut a1s, 6,r attra tin+ n/ ,n/s.

CHAPTER '


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INTRO"-CTION a=out SBOP

Stat/ Ban* ,6 Catia1a :SBOC; is a nati,na1i


17/42

• C/rs,na1 Ban*in+

• Int/rn/t Ban*in+

• SME @ ,r ,rat/ Ban*in+

• A+ri u1tur/ @ Rura1 Ban*in+

State =an; Patiala loan%

Stat/ Ban* ,6 Catia1a is a r,min/nt su3si4iar ,6 Stat/ Ban* ,6 In4ia. #/a49uart/r/4 in Catia1a!

Cunja3! SBC ,66/rs a ran+/ ,6 inn,0ati0/ r,4u ts an4 s/r0i /s 6,r th/ in4i0i4ua1 1i/nts!

a+ri u1tura1 3usin/ss/s! n,n r/si4/nt In4ians! ,r ,rat/ 1i/nts an4 sma11 an4 m/4ium /nt/r ris/s.

Stat/ Ban* ,6 Catia1a 1,ans ar/ ,30i,us1 ,n/ ,6 th/ 3/st r/4it r,4u ts that ar/ a0ai1a31/ in

In4ian mar*/t.

Stat/ Ban* ,6 Catia1a 1,ans ar/ r/ ,+ni


18/42

CHAPTER * 2


19/42

Intro!u$tion to Ban; an! Cu%tomer Relation%hi? Mana#ement

Th/ 3i++/st mana+/m/nt ha11/n+/ in th/ n/ mi11/nnium ,6 1i3/ra1i


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"efinition of =an;er

A ,r4in+ t, s/ ti,n % ,6 th/ NI A t! $(($! 3an*/r in 1u4/s an /rs,n a tin+ as a 3an*/r an4

an ,st ,66i / sa0in+s 3an*.

A ,r4in+ t, s/ ti,n 5:3; ,6 th/ Ban*in+ R/+u1ati,n A t! $)&)! 3an*in+ m/ans th/ a / tin+! 6,r

th/ ur ,s/ ,6 1/n4in+ ,r in0/stm/nt! ,6 4/ ,sits ,6 m,n/ 6r,m th/ u31i ! r/ a a31/ ,n

4/man4 ,r ,th/r is/! an4 ith4ra a31/ 3 h/9u/! 4ra6t! ,r4/r ,r ,th/r is/.

T, sum u a 3an*/r is h,

$; Ta*/ 4/ ,sit a ,unt

2; Ta*/ urr/nt a ,unts

%; Issu/ an4 a h/9u/s

&; ,11/ t h/9u/s r,ss/4 an4 un r,ss/4 6,r his ust,m/rs.

M,n/ 1/n4/r is n,t ,nsi4/r/4 as a 3an*/r as m/r/ 1/n4in+ 4,/s n,t ,nstitut/ 3an*in+

3usin/ss. Ban*/r is an instituti,n hi h 3,rr, s m,n/ 3 a / tin+ 4/ ,sits 6r,m th/ u31i

6,r th/ ur ,s/ ,6 1/n4in+ t, th,s/ h, ar/ in n//4 ,6 m,n/ .

"efinition of $u%tomer

Th/ t/rm ust,m/r is n,t 4/6in/4 3 1a . Or4inari1 ! a /rs,n h, has an a ,unt in a 3an* is

a11/4 a ust,m/r.


21/42

A t, 8r. #art! a ust,m/r is ,n/ h, has an a ,unt ith a 3an*/r ,r 6,r h,m a 3an*/r

ha3itua11 un4/rta*/s t, a t as su h.

Thus t, ,nstitut/ a ust,m/r! th/ 6,11, in+ /ss/ntia1 r/9uisit/s must 3/ 6u16i11/4?

$; #/ must ha0/ s,m/ s,rt ,6 an a ,unt.

2; E0/n a sin+1/ transa ti,n ,nstitut/s a ust,m/r.

%; Th/ 4/a1in+ must 3/ ,6 a 3an*in+ natur/.

A ust,m/r n//4 n,t 3/ a /rs,n. A 6irm! j,int st, * ,m an ! a s, i/t ,r an s/ arat/ 1/+a1

/ntit ma 3/ a ust,m/r. E= 1anati,n t, s/ ti,n &5- ,6 th/ BR A t 1ari6i/s that a ust,m/r

in 1u4/s a G,0/rnm/nt 4/ artm/nt an4 a ,r ,rati,n in ,r ,rat/4 3 ,r un4/r an 1a .

Relation%hi? =et een a =an;er an! $u%tomer

A0 Relation of a !e=tor an! a $re!itor

Th/ +/n/ra1 r/1ati,nshi 3/t //n 3an*/r an4 a ust,m/r is that ,6 a 4/3t,r an4 a r/4it,r i./.

3,rr, /r an4 1/n4/r. In ",1/ 0. #i11! Sir J,hn Ca+/t r/mar*s! th/ r/1ati,n ,6 a 3an*/r an4 a

ust,m/r is rimari1 that ,6 4/3t,r an4 r/4it,r! th/ r/s / ti0/ ,siti,ns 3/in+ 4/t/rmin/4 3

th/ /=istin+ stat/ ,6 a ,unt. Inst/a4 ,6 th/ m,n/ 3/in+ s/t a art in a sa6/ r,,m! it is r/ 1a /4 3

th/ 4/3t 4u/ 6r,m th/ 3an*/r. Th/ m,n/ 4/ ,sit/4 ith him 3/ ,m/s his r, /rt ! an4 isa3s,1ut/1 ! at his 4is ,sa1! an4! sa0/ as r/+ar4s th/ 6,11, in+ ,6 th/ trust 6un4s int, his han4s! th/

r/ /i t ,6 m,n/ 3 a 3an*/r 6r,m ,r ,n a ,unt ,6 his ust,m/r ,nstitut/s him m/r/1 th/


22/42

4/3t,r ,6 th/ ust,m/r ith su /r a44/4 ,31i+ati,n t, h,n,ur his ust,m/r s h/9u/s 4ra n

u ,n his 3a1an /! in s, 6ar th/ sam/ is su66i i/nt an4 a0ai1a31/ .

On th/ , /nin+ ,6 an a ,unt a 3an*/r assum/s th/ ,siti,n ,6 a 4/3t,r. Th/ m,n/ 4/ ,sit/4 3

th/ ust,m/r ith th/ 3an* is in 1/+a1 t/rms 1/nt 3 th/ ust,m/r t, th/ 3an*/r h, ma1/s us/ ,6

th/ sam/ a ,r4in+ t, his 4is r/ti,n. Th/ r/4it,r has th/ ri+ht t, 4/man4 3a * his m,n/ 6r,m

th/ 3an*/r! an4 th/ 3an*/r is un4/r an ,31i+ati,n t, r/ a th/ 4/3t as an4 h/n h/ is r/9uir/4 t,

4, s,.

A 4/ ,sit,r r/mains a r/4it,r ,6 his 3an*/r s, 1,n+ as his a ,unt arri/s a r/4it 3a1an /. But

h/ 4,/s n,t +/t an har+/ ,0/r th/ ass/ts ,6 his 4/3t,r 3an*/r an4 r/mains an uns/ ur/4 r/4it,r

,6 th/ 3an*/r. Sin / th/ intr,4u ti,n ,6 4/ ,sit insuran / in In4ia in $)'2 th/ /1/m/nt ,6 ris* ,6

th/ 4/ ,sit,r is minimi


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On/ ,6 th/ im ,rtant r/1ati,nshi s 3/t //n a 3an*/r an4 ust,m/r is that ,6 an a+/nt an4

rin i a1. Th/ 3an*/r /r6,rms 0ari,us s/r0i /s ,6 th/ ust,m/r! h/r/ h/ a ts as th/ a+/nt.

i. Bu in+ an4 s/11in+ s/ uriti/s ,6 ust,m/r

ii. ,11/ ti,n ,6 h/9u/s! 3i11s ,6 /= han+/! r,miss,r n,t/s ,n 3/ha16 ,6 ust,m/r

iii. A tin+ a trust//! /=/ ut,r ,r r/ r/s/ntati0/ ,6 a ust,m/r

i0. Ca m/nt ,6 insuran / r/mium! t/1/ h,n/ 3i11s /t .

$; Tru%tee an! =enefi$iar@ - s/ ti,n % ,6 th/ Trusts A t 4/6in/s a trust// as ,n/ t, h,m

r, /rt is /ntrust/4 t, 3/ a4minist/r/4 6,r th/ 3/n/6it ,6 an,th/r a11/4 th/ 3/n/6i iar . A 3an*/r

3/ ,m/s a trust// un4/r s / ia1 ir umstan /s. h/n a ust,m/r 4/ ,sits s/ uriti/s ,r ,th/r

0a1ua31/s ith th/ 3an*/r 6,r sa6/ ust,4 ! th/ 3an*/r a ts as trust// ,6 ust,m/r.

2; Bailee an! =ailor - 4urin+ /rtain ir umstan /s 3an*/r 3/ ,m/s 3ai1//. h/n h/

r/ /i0/s +,14 ,rnam/nts an4 im ,rtant 4, um/nts 6,r sa6/ ust,4 h/ ta*/s har+/ ,6 it as 3ai1//an4 n,t trust// ,r a+/nt. #/ ann,t ma*/ us/ ,6 th/m as h/ is 3,un4 t, r/turn th/ i4/nti a1

arti 1/s ,n 4/man4.

%; Pa nee an! ?a ner - a n is a s,rt ,6 3ai1m/nt in hi h th/ +,,4s ar/ 4/1i0/r/4 t,

an,th/r as a a n! t, 3/ a s/ urit 6,r m,n/ 3,rr, /4. Thus a 3an*/r a ts as a a n// h/r/ a

ust,m/r 4/1i0/rs h/ +,,4s t, him t, 3/ */ t as s/ urit ti11 th/ 4/3t is 4is har+/4. Th/ 3an*/r an r/tain th/ +,,4s 1/4+/4 ti11 th/ 4/3t is ai4.

&; Mort#a#ee an! mort#a#or - th/ r/1ati,n 3/t //n a 3an*/r as m,rt+a+// an4 his

ust,m/r as m,rt+a+,r aris/s h/n th/ 1att/r /=/ ut/s a m,rt+a+/ 4//4 in r/s / t ,6 his


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imm,0a31/ r, /rt in 6a0,ur ,6 th/ 3an* ,r 4/ ,sits th/ tit1/ 4//4s ,6 his r, /rt ith th/

3an* t, r/at/ an /9uita31/ m,rt+a+/ as s/ urit 6,r an a40an /.

5; Le%%ee an! le%%or- h/n a ust,m/r hir/s a 1, */r in th/ 3an* s sa6/ 4/ ,sit 0au1t! th/

3an* un4/rta*/s t, ta*/ n/ /ssar r/ auti,n 6,r th/ sa6/t ,6 th/ arti 1/s in th/ 1, */r. Th/

r/1ati,n 3/t //n th/ arti/s is that ,6 a 1/ss,r an4 1/ss//.

'; 1uarantor an! #uarantee - a 3an* as +uarant,r +i0/s +uarant// t, its ust,m/r 3

issuin+ a 1/tt/r ,6 r/4it . It is a *in4 ,6 r/4it 6a i1it t, its ust,m/r t, 6a i1itat/ int/rnati,na1

tra4/. A 3an* +uarant// ,ntains an un4/rta*in+ t, a th/ am,unt ith,ut an 4/mur ,n m/r/

4/man4 ,6 th/ rin i a1 am,unt ,n th/ +r,un4 6,r n,n- /r6,rman / ,r 3r/a h ,6 ,ntra t.

7; Fi!u$iar@ relation%hi? - /0/r r/1ati,n ,6 trust an4 ,n6i4/n / is a 6i4u iar r/1ati,n. A

3an*/r h, r/ /i0/s a ust,m/r s m,n/ is un4/r a 4ut n,t t, art ith it hi h is in ,nsist/nt

ith th/ ust,m/r s 6i4u iar hara t/r an4 4ut . In O66i ia1 Assi+n// 0. Rajaram Ai ar! it as

h/14 that h/r/ 3an*s ,14 m,n/ 6,r a s / i6i ur ,s/ ,6 s/n4in+ it s,m/3,4 th/ m,n/ isim r/ss/4 ith trust

B , /nin+ an a ,unt ith th/ 3an*/r! th/r/ i11 3/ s,m/ ri+hts ,n6/rr/4 an4 ,31i+ati,ns

im ,s/4 t, th/ 3an*/r as /11 as th/ ust,m/r. Th/s/ ri+hts an4 4uti/s ar/ r/ i r, a1 i./. th/

3an*/r s 4uti/s ar/ th/ ust,m/r s ri+hts an4 th/ 3an*/r s ri+hts ar/ th/ ust,m/r s 4uti/s. Th/s/

ri+hts an4 ,31i+ati,ns ar/ a11/4 th/ s / ia1 6/atur/s ,6 r/1ati,nshi 3/t //n 3an*/r an4 th/

ust,m/r.

Th/ s / ia1 r/1ati,nshi 3/t //n 3an*/r an4 ust,m/r an 3/ r/s/nt/4 as un4/r?


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1eneral o=li#ation% of =an;er to ar!% $u%tomer

O=li#ation to honour $he ue% - 3an*/r a / ts th/ 4/ ,sits 6r,m th/ ust,m/r ith an

,31i+ati,n t, r/ a it t, him ,n 4/man4 ,r ,th/r is/. Th/ 3an*/r is th/r/6,r/ un4/r a statut,r

,31i+ati,n t, h,n,ur his ust,m/r s h/9u/s 3/ aus/! it is r/ ,+ni


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,m u1s,r a6t/r $)7 . Th/ 4ut t, maintain s/ r/ i11 3/ ,ntinuin+ /0/n a6t/r th/ a ,unt is

1,s/4 ,r th/ 4/ath ,6 th/ ust,m/r.

This ,31i+ati,n is su3j/ t t, /rtain /= / ti,ns.

O=li#ation to ;ee? a ?ro?er re$or! of tran%a$tion% - th/ 3an*/r must *// a r, /r r/ ,r4 ,6

transa ti,ns ,6 th/ ust,m/r. I6 h/ r,n+1 r/4its th/ a ,unt ,6 th/ ust,m/r an4 intimat/s him

ith th/ sam/ an4 th/ ust,m/r a ts u ,n th/ intimati,n 3,na6i4/ an4 ith4ra s ash th/ 3an*/r

ann,t ,nt/n4 that th/ /ntri/s /r/ r,n+1 ma4/. #/ sha11 n,t su //4 in r/ ,0/r ,6 m,n/

6r,m th/ ust,m/r.

O=li#ation to a=i!e =@ the in%tru$tion% of the $u%tomer - th/ 3an*/r must a3i4/ 3 an

/= r/ss instru ti,ns ,6 th/ ust,m/r r,0i4/4 it is ithin th/ s , / ,6 th/ir 3an*/r- ust,m/r

r/1ati,nshi . In th/ a3s/n / ,6 an /= r/ss instru ti,ns! th/ 3an*/r must a ,r4in+ t, r/0ai1in+

usa+/s at th/ 1a / h/r/ th/ 3an*/r ,n4u ts his 3usin/ss.

"utie% o ne! =@ the =an; to the $u%tomer

Th/r/ ar/ 6urth/r 4uti/s , /4 3 th/ 3an* t, th/ ust,m/r /.+. th/ 3an* has a 4ut t, r,t/ t its

ust,m/r 6r,m 6rau4 ,mmitt/4 3 th/ a+/nts! 4ir/ t,rs ! artn/rs in ma*in+ a m/nt ,r4/rs /t .

Th/r/ ar/ s,m/ statut,r r,t/ ti,ns in r/1ati,n t, th/ 3an* in th/ a3s/n / ,6 n/+1i+/n /. Th/r/ isa1s, a 4ut ,6 ar/ , /4 3 th/ 3an* t, th/ ust,m/r h/n th/ 3an* is +i0in+ a40i / ,n

in0/stm/nts ,r h/n th/ 3an* +i0/s a40i / ,r /= 1ains s/ urit 4, um/ntati,n. #, /0/r it as


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h/14 that th/ 3an* is n,t un4/r a ,ntinuin+ 4ut t, *// th/ a40i / un4/r r/0i/ . In s,m/

ir umstan /s th/ 3an* as a1s, h/14 n,t t, ha0/ a 4ut ,6 ar/ t, an thir4 arti/s.

"utie% o ne! =@ the $u%tomer to the =an;

Th/ 4uti/s ar/ 4/6in/4 3 as/ 1a an4 th/ ,nstitut/ 4uti/s ,6 ar/ t, th/ 3an*. An i4/r

4uti/s ,6 ar/ i11 n,t 3/ a / t/4 ,r r/ ,+ni


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CHAPTER 3


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Re>ie of Literature

Ja *s,n :$)(5; a 1i/s th/ in4i0i4ua1 a ,unt ,n / t in in4ustria1 mar*/ts t, su++/st RM t,

m/an! Mar*/tin+ ,ri/nt/4 t, ar4 str,n+! 1astin+ r/1ati,nshi s ith in4i0i4ua1 a ,unts .

In ,th/r 3usin/ss ,nt/=ts! 8, 1/ an4 R,th :$))2;! OFN/a1 :$)();! Cau1 :$)((;! an4 ha0/

r, ,s/4 simi1ar 0i/ s ,6 ust,m/r r/1ati,nshi mana+/m/nt.

M K/nna :$))$; r,6/ss/s a m,r/ strat/+i 0i/ 3 uttin+ th/ ust,m/r 6irst an4 shi6tin+ th/

r,1/ ,6 mar*/tin+ 6r,m mani u1atin+ th/ ust,m/r :t/11in+ an4 s/11in+; t, +/nuin/ ust,m/r

in0,10/m/nt : ,mmuni atin+ an4 sharin+ th/ *n, 1/4+/;.

#/n / 3an*s sh,u14 r/tain th/ ust,m/rs t, ,ntinu/ t, /=ist in th/ 3an*in+ s/ t,rs. ust,m/r

1, a1t an4 r/t/nti,n is th/ /ntra1 aim ,6 r/1ati,nshi mar*/tin+ an4 is 1,s/1 r/1at/4 t,

,m an r,6ita3i1it :#/s*/1t /t a1! $))& Rust an4 ah,ri*! $))%.

R/1ati,nshi mar*/tin+ as a strat/+ t, attra t maintain an4 /nhan / ust,m/r r/1ati,nshi s.R/1ati,nshi mar*/tin+ is t, /sta31ish! maintain an4 /nhan / r/1ati,nshi s ith ust,m/rs an4

,th/r artn/rs at a r,6it! s, that th/ ,3j/ ti0/s ,6 th/ arti/s ar/ in0,10/4 ar/ m/t :Gr,nr,,s!

$))&;.

B/rr :$))5;! in s,m/ hat 3r,a4/r t/rms! a1s, has strat/+i 0i/ ,int a3,ut RM. #/ str/ss/s

that attra tin+ n/ ust,m/r sh,u14 3/ 0i/ /4 ,n1 as an int/rm/4iat/ st/ in th/ mar*/tin+

r, /ss. 8/0/1, in+ 1,s/r r/1ati,nshi ith th/s/ ust,m/rs an4 turnin+ th/m int, 1, a1 ,n/s

ar/ /9ua11 im ,rtant as / ts ,6 mar*/tin+. Thus! h/ r, ,s/4 r/1ati,nshi mar*/tin+ as

attra tin+! maintainin+! an4 in mu1ti-s/r0i / ,r+anisati,ns /nhan in+ ust,m/r

r/1ati,nshi s .


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Bui14in+ a r/1ati,nshi ith a ust,m/r is a +,,4 a t, r/tain 1, a1 ust,m/rs in th/ 1,n+ t/rm

:Sh/a0/s an4 Barn/s! $))';.

Num/r,us stu4i/s insist/4 th/ si+ni6i an / ,6 ust,m/r r/1ati,nshi mana+/m/nt. Th/

/sta31ishin+ an4 maintainin+ r/1ati,nshi s ith ust,m/rs i11 6,st/r ust,m/r r/t/nti,n

:G inn/r /t a1.! $))(;.

A r/1ati,nshi ma 3/ ,n /i0/4 as ,m risin+ t , sta+/s? 6irst1 attra tin+ th/ 1i/nt! an4

s/ ,n41 3ui14in+ an4 mana+in+ th/ r/1ati,nshi ,0/r tim/ s, that th/ / ,n,mi an4 s, ia1

,3j/ ti0/s ,6 3,th arti/s ar/ a hi/0/4. Man r,6/ssi,na1 s/r0i /s! in 1u4in+ 3an*in+ s/r0i /s!

ar/ rat/4 an4 r/ ar4/4 3 th/ 1i/nt r/1ati,nshi s th/ mana+/. Th/ 6irst has/ ,6 attra tin+ !

/sta31ishin+ ,r r/atin+ /ntai1s ust,m/r r/1ati,nshi mar*/tin+ that /ntr/s ,n 4/0/1, in+

,r /sta31ishin+ a ,ntinu,us ,r 1,n+ t/rm r/1ati,nshi 3/t //n a s/r0i / r,0i4/r an4 a 1i/nt! 6,r

th/ir mutua1 3/n/6it. Th/ s/ ,n4 has/! 4urin+ hi h th/ s/r0i / r,0i4/r att/m ts t, maintain

an4 /nhan / r/1ati,nshi s an4 r/tain th/ 1i/nts! is ust,m/r r/1ati,nshi mana+/m/nt :S art< @

Ia ,3u i! 2 ;.

In an a44r/ss! th/ R/+istrar ,6 Ban*s stat/4 that P 6inan ia1 sta3i1it s/r0/s as a r/ ,n4iti,n

6,r th/ +r, th ,6 th/ / ,n,m ,6 an ,untr :K/m ! 2 2;. B/in+ th/ instituti,ns r/s ,nsi31/

6,r th/ sa0in+s ,6 ,mmuniti/s! it is 0/r im ,rtant that th/ 3an*s ,6 a ,untr must 3/

6inan ia11 sta31/ an4 +r, in+.

R/1ati,nshi mar*/tin+ is 0i/ /4 as 3ui14in+ r/1ati,nshi s an4 n/t ,r*s an4 /nsurin+ int/ra ti,n

:Ba*/r! 2 %;.

Su /ss ,6 a s/r0i / r,0i4/r 4/ /n4s ,n th/ hi+h 9ua1it r/1ati,nshi ith ust,m/rs :Can4a!

2 %;.


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Th/r/6,r/ /sta31ishin+! 4/0/1, in+ an4 maintain 3u /r s/11/r r/1ati,nshi s has 3//n /ntra1 t,

mar*/tin+ th/,r an4 ra ti / an4 t, ,r ,rat/ strat/+ :L, /< /t a1! 2 ';.

#/n /! a4, tin+ ust,m/r- /ntri strat/+i/s aim/4 at maintainin+ an4 /nhan in+ r/1ati,nshi

ith /=istin+ ust,m/r is im ,rtant 6,r th/ sur0i0a1 ,6 In4ian 3an*s :R, an4 Sh/*har! 2 $ ;

Th/ 3i++/st mana+/m/nt ha11/n+/s in th/ n/ mi11/nnium ,6 1i3/ra1i


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CHAPTER +


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RESEARCH METHO"OLO1.

Nee! of the %tu!@

Th/ stu4 i11 hi+h1i+ht th/ /m/r+in+ tr/n4s in th/ +r, th ,6 s/1/ tin+ 3an*in+ s/r0i /s in th/

,m /titi0/ s /nari, an4 th/ maj,r r,31/ms 6a /4 3 th/ ust,m/rs as /11 as th/ 3an*s. In

t,4a s han+in+ 4/m,+ra hi / ,n,mi ,m /titi0/ 6a t,rs m/an that th/r/ ar/ 6/ /r n/

ust,m/rs t, +, ar,un4. Th/ ,sts ,6 attra tin+ n/ ust,m/rs ar/ risin+. Thus! a1th,u+h 6in4in+

n/ ust,m/rs r/mains 0/r im ,rtant! th/ /m hasis is shi6tin+ t, ar4s r/tainin+ r,6ita31/

ust,m/rs an4 3ui14in+ 1astin+ r/1ati,nshi s ith th/m.

OBJECTIVES OF ST-".

$; T, *n, th/ s/r0i /s r,0i4/4 3 3an* t, its ust,m/r.

2; T, *n, th/ ust,m/rs /r / ti,n ,6 s/r0i / r,0i4/4 3 th/ 3an*

%; T, stu4 an4 ana1 s/ th/ ust,m/r R/1ati,nshi Mana+/m/nt initiati0/ at Stat/ Ban* ,6

Catia1a.

&; T, /=amin/ th/ 3an*/r ust,m/r r/1ati,nshi

5; T, s//* su++/sti,n 6,r im r,0/m/nt ,6 s/r0i / 6,r ust,m/r satis6a ti,n.


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SCOPE OF ST-".

S , / r/6/rs t, ar/a ,r a 1i a3i1it ,6 stu4 . Th/ s , / ,6 m r/s/ar h i11 in 1u4/ th/

ust,m/rs ,6 th/ 3an*.

SO-RCES OF "ATA

PRIMAR. "ATA

Crimar 4ata is th/ 6irst han4 in6,rmati,n. ",r th/ ,11/ ti,n ,6 rimar 4ata I i11 ,nstru t th/

9u/sti,nnair/

SECON"AR. "ATA

S/ ,n4ar 4ata is th/ in6,rmati,n hi h has a1r/a4 3//n us/4 ,r stu4i/4. M,st1 th/ /3sit/s ,6

Stat/ Ban* ,6 Catia1a ,th/r 3an* r/1at/4 /3sit/s ha0/ 3//n us/4.

SAMPLIN1 PLAN

Sam?lin# unit

Sam 1in+ unit i11 3/ th/ ust,m/r ,6 th/ 3an*s.

Sam?lin# %iDe

Sam 1/ si


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Th/ t,,1 6,r ,3tainin+ th/ in6,rmati,n i11 3/ 9u/sti,nnair/. A stru tur/4 9u/sti,nnair/ i11 3/

a4minist/r/4. Th/ 9u/sti,nnair/ i11 in 1u4/ ,3j/ ti0/s ,6 th/ stu4 .

CHAPTER * 5


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37/42

CHAPTER 7


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CHAPTER * 8

CHAPTER 9


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BIBLIO1RAPH.

Boo;%/

$. RM #an43,,*! Th/? A Busin/ss Gui4/ t, ust,m/r R/1ati,nshi Mana+/m/nt 3 Ji11 8 h/

2. Ess/ntia1s ,6 RM 3 Br an B/r+/r,n


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Ma#aDine%/

$. 8/stinati,n RM

2. ust,m/r ,nta t ,r14 Ma+a,1.&! NO.2! CC 75-(7

http://www.crmdaily.com/https://www.sbp.co.in/http://www.google.co.in/http://www.crmdaily.com/https://www.sbp.co.in/http://www.google.co.in/


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2. B/rr ! L/,nar4 L. :$))5;! R/1ati,nshi Mar*/tin+ ,6 S/r0i /s- Gr, in+ Int/r/st!

Em/r+in+ C/rs / ti0/s! J,urna1 ,6 th/ A a4/m ,6 Mar*/tin+ S i/n /! :"a11;! . 2%'-

2&5.

%. Gr,nr,,s. :$))&;! "r,m Mar*/itn+ Mi= t, r/1ati,nshi mar*/tin+? t, ar4s a ara4i+m

shi6t in mar*/tin+ ! Mana+/m/nt 8/ isi,n! >,1.%2! N,.2. CC &-2 .

&. 8, 1/! St/ h/n . an4 R,th G/,r+/ Th,mas :$))2;! S/11in+ an4 Sa1/s Mana+/m/nt in

A ti,n? Th/ Us/ ,6 Insi+ht ,a hin+ t, Im r,0/ R/1ati,nshi S/11in+! J,urna1 ,6 C/rs,n

S/11in+ @ Sa1/s Mana+/m/nt! : int/r;! . 5)-'&. Mana+in+ R/1ati,nshi s! J,urna1 ,6

Mar*/tin+! :A ri1;! .$-$%.

5. L, /


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$ . R, .S.K. an4 Sh/*har. > :2 $ ;! 8im/nsi,na1 #i/rar h ,6 trust ,rthin/ss ,6 6inan ia1

s/r0i / r,0i4/rs ! Int/rnati,na1 J,urna1 ,6 3an* mar*/tin+! >,1.2(! N,.$! CC &7-'&.

$$. S art< TA @ Ia ,3u i 8. 2 . #an43,,* ,6 S/r0i /s Mar*/tin+ an4 Mana+/m/nt.

Th,usan4 Oa*s? Sa+/ Cu31i ati,ns In .

Final Project Report Simran

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