Globalization of

Banking Services
Mr. Muktak Vyas
 Pre-globalized Scenario of
Service Culture in Indian
Banks
Formalized & Customer Unfriendly

Service Culture was extremely Non-Competitive Attitude

Product-Focused

Demotivated & Non-interested Employer & Employee Attitude

 Banks in Globalized
Competitive World
 Foreign Banks in India Indian Banks Abroad


ABN AMRO BANK PUNJAB NATIONAL BANK

BANK OF CEYLON BANK OF BARODA

CITI BANK ICICI BANK

 C u sto m e r S e rvice
Pe rso n n e lA sk
Flexibility Reliability
Answering the Phone Assurance

Calls Promptly Tangibles

Meeting Empathy

Commitments Responsiveness

Courtesy
Updates on Progress
Pleasant Attitude




In n o va tio n in B a n kin g
Pro d u cts
CoreBasic Necessity to use banking services in order to handle finance mo
Product

Basic Product Safety of Deposits, Loanable Funds etc.

Expected Product Timely Service, Long Banking Hours, Low Interest Rates etc

Good Waiting Rooms, Friendly Employees

Augmented Product

Occasional Greeting at home, Surprise Gifts etc.

Potential Product
 Technological Innovations in
Banking Sector
Data Mining Phone Banking
Plastic Money Mobile Banking
Tie-up Arrangements Marketing Agents for
Virtual Banking-Don’t Distribution of
visit the branch Products
 Insurance Products
Additional Financial Services
Available to Banking Sector
Merchant Banking
Factoring

Loan Syndication
Forfeiting

Mutual Funds Venture Capital

 Negative Impact of
Globalization on Banking
Sector
Cyber Crimes are difficult to be identified &
controlled.


Volatility or shackles in global markets have
direct impact on the banking sector globally.

 STRATEGIES FOR
GLOBALIZATION OF INDIAN
BANKS
Research of Products & Services
Building up of the cadre of experts

Use of Information Technology Effective CRM (Customer Relationship Mgt. )

Forming Strategic Alliances Effective Advertisements

S O M E LE A D IN G IN D IA N
BAN KS
 CONCLUSION
The opening up of economy in 1991 paved the
way for next revolution in Indian Banking. It
has changed the face of retail banking,
bringing in enhanced competitiveness,
product mix & customer satisfaction.

The emergence of retail banks has also
brought into focus the performance of the
private banks & their aggressive banking
practices. The PSUs are now becoming more
customer centric & tech-savvy. The battle for
the Indian consumer’s mind is in the full
swing.