“ANALYSIS OF REVENUE AND EXPENDITURE AT

CITI
FINANCAIL”

A project submitted to

University of Mumbai for partial completion of the degree of

Masters in Commerce (Finance)

Under the faculty of Commerce

By

“Miss MONICA ALEX FERNANDES”

ROLL NO - 10

M.COM PART (II)

Academic year 2020-21

Under the Guidance of

“Dr. SUMAIT GOPAL”

UNIVERSITY OF MUMBAI

NCRD’S STERLING INSTITUTE OF MANAGEMENT STUDIES

1
PLOT NO 93/93A, SECTOR 19, NEAR SEAWOODS DARAVE
RAILWAY STATION, NERUL (E), NAVI MUMBAI-
400706

2
 NCRD’S STERLING INSTITUTE OF MANAGEMENT STUDIES

PLOT NO.93/93A, SECTOR-19A, NERUL (E), NAVI MUMBAI-

400706 CERTIFICATE

This is to certify that Miss Monica Alex Fernandes has worked and duly completed her Project Work
for the degree of Masters in commerce Part (II) under the faculty of commerce in the subject of
Accounting and his project is entitled, “Analysis of Revenue and Expenditure at Citi Financial” under
my supervision.

I further certify that the entire work has been done by the learner under my guidance and that no part
of it has been submitted previously for any Degree or Diploma of any University.

It is her own work and facts reported by her personal finding and investigation.

PROJECT GUIDE COURSE CO-ORDINATOR

( ) ( )

PRINCIPAL EXTERNAL GUIDE

( ) ( )

Date of Submission:
 DECLARATION

I the undersigned Miss Monica Alex Fernandes here by, declare that the work
embodied in this project work title “Analysis of Revenue and Expenditure at Citi
Financial” forms my own contribution to the research work carried out under the
guidance of Prof. Dr. Sumati Gopal is a result of my own work and has not been
previously submitted to any other University for any other Degree/Diploma to
this or any other University.

Wherever reference has been made to previous work of other, it has been clearly
indicated as such and included in the bibliography.

I, here by further declare that all information of this document has been obtained
and presented in accordance with academic rules and ethical conduct.

Miss Monica Alex Fernandes

Certified by

Prof. Dr. Sumati Gopal

 ACKNOWLEDMENT

To list who all have helped me is difficult because they are so numerous and the
depth is so enormous.

I would like to acknowledge the following as being idealistic channels and fresh
dimensions in the completion of this project.

I take this opportunity to thank the University of Mumbai for giving me chance
to do this project.

I would like to thank my principal Dr. M.G GONDA for providing the necessary
facilities required for completion of this project.

I would like to express my immense sense of gratitude to my guide Prof. Dr.

Sumati Gopal to help and guide me related to my project.

I would like to thank my College Library, for having provided various reference
books and magazines related to my project.
Lastly, I would like to thank each and every person who directly or indirectly helped
me in the completion of the project especially my Parents and Peers who supported
me throughout my project.
 Executive Summary

Banking service in Bangladesh is characterized as a highly competitive and highly regulated

sector. With a good number of banks already in operation and a few more in the pipeline, the
market is becoming increasingly competitive day by day. With the global slowdown in the
face of rising competition, the commercial banks are constantly looking for ways to develop
their market and product offers to remain ahead of others. The city bank is a first private bank
in our country. The City Bank Limited provided all kinds of banking services here this branch
by assigning the right person for each service. The services provided here range from 
Customer Service, Loans, Credit cards, Debit Cards, Opening L\C (Export – Import), Back to
Back L\C, Dollar Endorse, Money Link, Account Opening, Sundry Account, Cash
Withdrawal and Deposits, Remittances to Foreign Currency Deposits, Savings Certificates
Encashment as well as different types of Savings Schemes.

The whole working process is maintained by the Principal Branch. The City Bank Limited is
divided into 3 sections-

(i) General Banking section, (ii) Credit / Investment Section, (iii) Foreign Exchange
Section.

This report has been presented based on overall Banking Practice, which is consisted of
various departments. Foremost, I have tried to make acquainted with the bank and branch in
this report. General banking is the starting point of all the banking operations. It is the
department, which provides day-to-day services to the customers. It opens new accounts,
remit funds, issue bank drafts and pay orders etc. Provide customer through quick and secure
service is the goal of the general banking department. The Bank started its operation on
14th March ,1983. Now it has 83 branches in Bangladesh.

The City Bank Limited has been competing with other private banks where all the banks are
adopting different incentive programs to attract the customers. Accordingly, the city Bank
Limited is offering different type of deposit scheme bearing highest rate of return.

The City Bank Limited, Nikunja Branch has much more potential to explore the existing
situation. The main customers of this branch hold a strong background, which is a positive
obsession for this branch.

With crumble down of the world economy caused by nine eleven attack. It is observed that the
competition becomes intensive in the globalization process. Our country has also participated
in the race for its existence. Therefore, it becomes obvious for us to increase the field
industrialization. The City Bank Limited is playing a vital role in developing industry of the
country and putting the national economy competitive with world economy. Developing
country like Bangladesh urges a huge amount of investment both in the private and public
sectors.
 Index

Sr.no Title Page.no

1 Chapter 1: Introduction

2 Chapter 2: Literature Review

3 Chapter 3: Research Methodology

4 Chapter 4: Data analysis Interpretation and

Presentation

5 Chapter 5: Findings and Conclusion

6 Bibliography /Appendix
 CHAPTER -1
INTRODUCTION
1.1 Introduction:

The Internship program of Stamford UniversityBangladesh is an integral part of the BBA

program for the BBA students of the faculty of Business studies. After completion of the
program period of a student must submit the report on the assigned topic to the supervisor and
the department. Three credit hours for this internship program out of 130 credit hours of the
program. The program is of three months duration. I was assigned to  the City Bank Limited, 
Branch to complete the program. During this period I worked with the employees of the
organization. In consulting with the supervisor of the program I have selected a
tropic “ANALYSIS OF REVENUE AND EXPENDITURE AT CITI FINANCAIL”

I tried to abridge the gap between the theoretical knowledge and real life experience as part of
Bachelor of Business Administration (BBA) program. This internship report has been
designed to have a practical experience through the theoretical understanding.

This internship is essential for every students of Business Administration which helps the
students to know the real life situation of corporate life. That’s why; a student takes the
internship program in the end of the BBA program as the requirement for bachelors’ degree.

The internship report titled “ANALYSIS OF REVENUE AND EXPENDITURE AT

CITI FINANCAIL” is prepared to fulfill the degree requirement of BBA program. In this
regard I had been assigned in the City Bank Limited, Nikunja Branch immediately after
completion of the course requirement of the program. I had been supervised there by the
management of the Bank to gather information which is necessary to prepare my report.

In the 80s there was a shift in the economic policy of the country from public sector
orientation to private sector operation. It was felt that banks in the private sector would be
suitable for private sector-oriented development in the country .A part from these NCBs were
not found adequate to meet the financing needs of the economy. With the pages of time it was
felt that banks in the private sector were given the role of engine of development .For the first
time seven bank were allowed in 1983 to operate in the private sector. In the 90s development
efforts with in the private sector orientation got a boost and eight more banks are allowed in
the private sector in1995. A number of banks (13) were also allowed branches in the country
stands at around 6000.

The City Bank Limited pursues decentralized management policies and gives adequate work
freedom to the employees. This results in less pressure for the worker and acts as a
motivational tool for them, which gives them, increased encouragement and inspiration to
move up the leader of success. Overall I have experienced a very friendly and supporting
environment at The City Bank limited which gave me the pleasure and satisfaction to be a part
of them for a while.
1.2 OBJECTIVE:
1        To know the performance appraisal of The City Bank Limited.

2        To gain knowledge about the general banking.

3         To acquire an in depth understanding of the functions of each department.

4         Coordinating the functions of various departments.

5        To know the general banking activities of The City Bank Ltd

6        To apprise the principal activities and evaluate performance of The City Bank Ltd
1.3The City bank limited
The City Bank Limited is the first private sector Bank in Bangladesh. The Bank has been
operating since 1983 with an authorized capital of Tk. 1.75 Billion under the entrepreneurship
of twelve prominent & leading businessman of the country. The noble intention behind
starting this Bank was to bring about qualitative changes In the sphere of Banking and
Financial management. Today The City Bank serves it’s customers at home & abroad with 82
branches spread over the country & about three hundred oversea correspondences covering all
the major.
The services encompass wide diversified areas of trade, commerce & industry which tailored
to the specific needs of the customers and are distinguished by an exceptional level of prompt
and personal attention. Over the years the Bank has expanded the spectrums of Its Services.
The extensive and ever growing domestic network provides and carries various products and
The City Bank Limited has already introduced some new Banking products like duel currency
Credit Cards, ATM and Online services which has created attraction among the clients. The
Bank is going to introduce real time Internet, SMS and Phone Banking systems with all
modern.
For significant performance, The Bank has earned national & international recognition. The
City Bank Limited was one of the 12 Banks Of Bangladesh among the 500 Banks in Asia for
it’s asset, deposit & profit as evaluated by “ASIA WEEK” In The Year 2000. Other than that,
The City Bank Limited received the “Top Ten Company” award from the Prime Minister of .
They have a distinguished Board Of Directors which consists of thirteen successful and
reputed businessmen. Mr. Deen Mohammad, a top leading businessman, industrialist, pioneer
personality & entrepreneur of private sector’s BankIn Bangladesh, is the Chairman of the
Bank.

Department of the Branch:

1. Account opening Department

2. Cash Department

3. Remittance Department

4. Accounts Department

5.  Investment Department.

6. Foreign Exchange Department.

7. Administration Department

1.4 Objectives of the city bank

The objective of the city Bank Limited in the context of its role in the economy may be
enumerated as follows:

 To facilitate efficient allocation of resources.

 To help achieving stability in the economy.
 To strive for customers best satisfaction & earn their confidence.
 To manage & operate the Bank in the most effective manner.
 To identify customers needs & monitor their perception towards meeting those requirements.
 To review & updates policies, procedures & practices to enhance the ability to extend better
services to the customers.
 To train & develop all employees & provide them adequate resources so that the customer’s
needs are reasonably addressed.
 To promote organizational efficiency by communicating company plans, polices & procedures
openly to the employees in a timely fashion.
 To cultivate a congenial working environment.
1.5 Organization structure:
There are five different wings to consist the organizational structure of The City Bank. They are,

       Board of Directors

       Board Committees
       Executive Committee
       Policy Committee
       Management Team

Board of Directors:

There are 22 Board of Directors members. The Board of Directors is the apex body of the Bank.

Board of Director Hierarchy:

Position of city Bank Limited:

Corporate Banking:

  When the bank do business with big parties such as, who have

       Blue chips in the market

       High turnovers
       Excellent Profit
        Long Reputation in the market
       Goodwill
       Who are under legal bindings by the country law

Online Banking:

The main features of the city Bank Limited online Banking are as follows:

       Centralized Database

       Platform Independent
       Real time any branch banking
       Internet banking interface
       ATM interface
       Corporate MIS facility

24 hours banking ATM:

      The main features of the card are:

       Sense of satisfaction of having an International brand

       Anywhere anytime banking
       24 hours and 7 days a week banking
       Balance Inquiry
       PIN Change
      Avoid pressure at counters of bank
       Minimizing risk of carrying cash
       No Cash Advance Fee at SJIBL ATMs
       1 (one) free supplementary card.
       Account is not required for Prepaid cards
       SMS Notification Service
1.6 General Banking Division
There are four sections working together to fulfill the target of the organization

      1. Account opening Department

      2. Remittance Department

      3.Cash Department

      4.Accounts Department

Accepts Deposits:

The first primary function of bank is to accept deposits of money from the public or wives
group. The total deposits held by the banker are broadly classified as-

1) Demand Deposit: Demand deposits are withdrawn able on demand and thus on prior notice
is needed. Deposit in Current Accounts fails in this category.

2) Time Deposit: Time deposits are repayable on the expiry of a fixed period on time only.
Fixed Deposit Accounts, recurring Deposit Accounts and deposit payable at Specified notice
fall in this category.

Deposit Mobilization of The city bank:

Bank account is a contractual relationship between a bank and the customers. It is the best
way for a customer to build relationship with the bank. Like interest-based conventional
banks, the main function of the city bank limited (CBL) is to mobilize saving and provide
financial support to the entrepreneurs. Depositors receive interest in a predetermined rate for
their deposits make with an interest based banks.
1.7CITY FOREIGN REMITTANCE
By your side – all the way

The city Bank’s Foreign Remittance unit meets growing customer needs for fast, sucure &
easy money transfers to an extensive range of destinations. Being a committed bank to its
customers, we go all the lengths to remit your hard earned money safely to your loved ones.
With us, apart from a range of high-class modem remittance solutions, you will get peace of
mind which we believe counts to most.

Facility

City Bank Limited has 83 online branches across the country, Besides, the Bank has a strong
remittance network with other major banks of the country. Therefore, wherever your account
is, we are able to send your money instantly.

If you are a City Bank account holder, then please visit any of our branches. Our Foreign
remittance service personnel will be there to help you out. If you are not an account holder,
then please open an account of your choice with us to receive your remittance at earliest
convenience.

CBL understands the value of your precious time. That’s why have made the payment
procedure simple & easy. You have the privilege of enchasing the remitted money instantly
from your branch counter without going through any hassle. That is to say, if you are an
account holder of City Bank, we can instantly credit the money to your account or pay cash to
the receiver.

So, place your trust with City Foreign Remittance Service. Send your money to your loved
ones & experience peace of mind
 CHAPTER -2

REVIEW OF LITERATURE
REVIEW OF LITERATURE

 Lee E. Preston, Douglas P. O’Bannon, 1997, analyze the relationship between indicators of

Social Responsibilities and Financial Performance, through examining data from 67 large

U.S Corporation for 1982-1992, by using a typology and analysis; they used four trends in

discussing this relation 1) social impact hypothesis 2) Trade-off hypothesis 3) available

Fund and 4) Finally managerial opportunism hypothesis, and they found a strong positive

correlation either by positive synergies or by available funding.

 Curtis C. Verschoor, 1998, here The researcher examine the 500 largest public U.S

companies that make a commitment to their stakeholders to deal with their interest with a

code of ethics.

 Upon the researcher it’s the first time that takes this scale of companies in the studies and

the result showed that the financial performance of the companies stated commitment in

their reports is higher than those not report or didn’t make any reference to ethics.

 McWilliams and D. Siegel, 2000, studies the impact of (CSP) on financial performance,

they used two models to study this equation; the first is “the relationship between (CSP) and

CFP and they used the statistical regression to emphasize the correlation between corporate

social responsibilities and corporate financial performance through including R&D and

advertising intensity to the second model they found that there is a high correlation between

(CSP) and R&D. when they use the R&D the (CSP) shows a natural effect on CFP. So the

researchers encourage readers to be aware of models that claim to explain firm’s

performance and not to include important strategic variables such as R&D intensity.
 Marc Orlitzky, 2001, This study investigate wither the relationship between (CSP) and CFP

regarding to level of the corporate size and the researcher use for this purpose integrating

three variables meta- analysis first: (CSP) and CFP , second: firm size and (CSP), third:

firm size and CFP. The individual-link and fit analysis suggest that organizational size has

no significant path to (CSP) or CFP, and the only path that cannot be dropped in these three

variables model, is from (CSP) to CFP.

 Mackey, et. al. 2007, In this paper the researchers built a theory on a sample observation

that equity holders may sometimes have interest besides simply maximizing their wealth

when they make their investment decisions, they developed a model adapting a market

definition of firm’s performance by focusing on how socially responsible corporate

activities affect firms market

 Chung-Hua Shen and Yuan Chang, 2009, The purpose of this study is to investigate the

financial performance with regarding to (CSR)) and (NON-CSR), they used a sample of

Taiwan’s data from 2005-2006, and used matching theory and propensity score matching

methodology to emphasize the effect of adapting (CSR) on financial performance and

distinguish between two a broach, first: the social impact hypothesis and the second: the

shift of focus hypothesis

 Surroca, et. al., 2010, examined the relationship between (CSP) and CFP with regarding to

intangible recourses, they advanced the understanding of the relationship between CRP and

CFP in three ways: theoretically, empirically, and methodologically. The main proposition

of this paper is that intangibles mediate the relationship between CRP and CFP which

operates in both directions, they used an international database provided by sustainalytic

responsible investment services, and their sample was 599 firms from 28 nations. The

result of this study shows positive associations between firm’s intangibles and both

measures of performance (CSP) and CFP).

 R. G. Castro, et. al. , 2010, This article deals with the specific issue of the endogeity of

strategic decisions through studying the relationship between SP and FP. They used a panel

based on the 658 firms included in KLD database and covered 15 years (1991-2005), and

used standard OLS regression analysis. The result suggest that KLD doesn’t impact

performance, the positive impact found is due mainly to the fact that firms that adopted

high standards of KLD self selected themselves, that positive effect dilutes when

Endogeneity is properly taken into account

 Jong-Seo Choi, et. al., studied the empirical relation between (CSP) and CFP in Korea, they

used a sample of 1222 firm during the years 2002-2008, and they measure (CSP) by both

equal weighted (CSR) index and stakeholders weighted (CSR). And they measure CFP by

(ROA), (ROE) and (Topin’Q). They used cross- sectional regression model using four

factors model, they analyzed wither investors can obtain abnormal returns by employing

socially responsible screens. They founded a positive and significant relationship between

CFP and stakeholders weighted (CSR) index but not the Equal weighted (CSR) index.
 Maria-Gaia Soana, 2011, This article studies the relationship between the (CSP) which is

measured by an ethical rating and CFP which is measured by market and accounting ratios,

to overcome the limitations of previous studies, she took a sample of banks working in Italy,

she carried out a quantitative analysis of 21 international banks rated by ethical on 31-12-

2005 and 16 Italian bank rated by AXIA on 31-12-2005, and used a correlation

methodology and the result was that there is no statistically significant link between (CSP)

and CFP.

 M. L. Andersen and L. Olsen, 2011, A major stream of research has resulted from efforts to

understand the relationship between social performance and financial performance that

exists for corporations. Can a company do well by doing well? Using canonical correlation,

the results of this study indicate a strong relationship between a company’s social

performance and its financial performance. Further, this association differs across industries.

In examining social performance, both strengths and concerns are important and should be

considered separately.
 CHAPTER -3

METHODOLOGY OF SAMPLING:
 3.1 METHODOLOGY OF SAMPLING:

Subjective and judgment non-random sampling was adopted for our research work due to large sampling area.
Any type of sampling on which the sample selected depends on personal discretion of the Investigator is
subjective or judgment sampling. This technique is used here because of the definite purpose in view and as such
is not used for general purposes. This sampling method has been used the choice of sample depend exclusively
on the judgment of the investigator. This methodology has been used because of the following reasons:

 To know the most typical of the population with respect to the characteristic under study.

 Populations are selected on the subjective basis and no probability law is applied.

 Biasness can be avoided as the investigator can make out who answering correctly or not.
3.2 SAMPLE SIZE PLANNING:

Sampling is simply the process of learning about the population on the basis of sample drawn from it. It is that
part of the universe which is selected for the purpose of investigation. Sampling may be defined as a part of the
whole that represents all the characteristics of the whole under consideration.

Sample size: 100

Approach: Convenience sampling
 CHAPTER -4

DATA ANALYSIS AND INTERPRETATI

 4.1 HOW MANY PEOPLE HAVE THEIR SAVING ACCOUNTS IN
CITI BANK :

 YES
 NO

PARTICULARS PERCENTANGFE
Yes 66%
No 40%

From the above chat we can see that only

 60% have saving account in citi bank
 Where else only 40% don’t have any account citi bank
 4.2 DO YOU KNOW ABOUT CITIBANK?

 YES

 NO

PARTICULARS PERCENTANGFE
Yes 66.7%
No 33.3%
DISCRIPTION:

From the above diagram we can see that

66.7 % know about citi bank
And 33% don’t know about citi bank
This tell us that citi bank needs to create more awareness among people
aboit citi bank
 4.3 DO YOU HAVE A BANK ACCOUNT?

 YES
 NO
 PARTICULARS PERCENTANGFE
Yes 60 %
No 40 %

DISCRIPATION:

From the above diagram we can see that

60 % have account in citi bank
40% Don’t have account in citi bank
 4.4 PRESENTLY WHICH OF THE FACILITIES YOY ARE
AVAILING ?

 ATM

 CREDIT CARD

 PHONE BANKING

 DEBIT CARD
 PARTICULARS PERCENTANGFE
ATM 24.7 %
CREDIT CARD 14.6 %
PHONE BANKING 49.4%
DEBIT CARD 11.2%

DISCRIPTION :

From the above diagram we can see that

ATM facilties are 24.7%
Credit card are 14.6%
Phone banking is 49.4%
Debit card is 11.2%
 4.5 HOW DID YOU COME TO KNOW ABOUT CITI BANK?

NEWSPAPER
RADIO
TELEVISION
OTHERS
 PARTICULARS PERCENTANGFE
TELEVISION 29 %
RADIO 15 %
NEWSAPAER 14 %
OTRHERS 25 %

Discription:

From the above diagram we can see that people know about citi
from
Television are 24.7%
Radio are 14.6%
Newspaper is 49.4%
Others is 11.2%
 4.6 RATING OF CITI BANK

 GOOD
 AVERAGE
 POOR
 PARTICULARS PERCENTANGFE
POOR 22.5%
GOOD 40.4%

AVERAGE 37.1%

DISCRIPTION:

From the above diagram we can see that rating of citi bank
The rating of citi bank is average to 37.1%
And its good to 40.4%
Poor to the extend of 22.5%
 4.7 WOULD YOU LIKE TO HAVE AN ASSOCIATION WITH
CITIBANK?

 YES

 NO
 PARTICULARS PERCENTANGFE
Yes 54.5%
No 45.5 %

Discription :

From the above diagram we can see that only

54.5% of people are happy to associate with citi bank
And 45.5% of people are not happy to be associate with citi bank
 4.8 WHERE DO YOU THINK CITIBANK BRANCH OR ATM
SHOULD COME UP?

 NAVI MUMBAI
 MUMBAI
 SOUTH MUMBAI
 PARTICULARS PERCENTANGFE
MUMBAI 28.4%
NAVI MUMABI 37.5%
SOUTH MUMABI 34.1%

DISCRIPTION :

From the above diagram we can see that

Mumbai should come up with 28.4%
Navi Mumbai should come up with 37.5%
Soth Mumbai should come up with 34.%
4.9 DOES CITI BANK PROVE THE BEST RATE OF INTERST AS
COMPARED TO OTHER BANKS

 YES

 NO
 PARTICULARS PERCENTANGFE
YES 45.5%
NO 54.5%

DISCRIPTION :

From the above diagram we can see that

Citi bank doesn’t provide the best services compared to other banks
Only 45.5 % said that citi bank provides best services
Other 545% said they don’t provide the best services
4.10 RATE THE BANKING STYSTEM OF CITI BANK

 VERY NICE

 AVRAGE

 GOOD

 BAD
 PARTICULARS PERCENTANGFE
Good 14.6%
Very nice 24.7%
Average 29.2%
Bad 31.5%

DISCRIPTION :

From the above diagram we can see that

People have rated citi bank
14.6% is good
24.7% is very nice
29.2% average
31.5% is bad
4.11 DO YOU USE ATM CARD FACILITES ?

 Yes

 No
 PARTICULARS PERCENTANGFE
YES 45.5%
NO 54.5%

DISCRIPTION :

From the above diagram we can see that

Only 45.5 % said that people use atm cardservices
Other 54.5% dnt use atm card services services
4.12 APART FORM SAVING ACCOUNT WHICH ARE OTHER
DEPOSITE WITH THE BANK

 CURRENT ACCOUNT

 TERM DEPOSIT

 FIXED DEPOSIT

 OTHERS
 PARTICULARS PERCENTANGFE
Current account 24.7%
Term deposit 29.2%
Fixed deposit 31.5%
others 14.6%

DISCRIPTION :

From the above diagram we can see that

Only 24.7% have cuurent account
Other 29.2% have term deposit
31.5% fixed deposit
14.6% have other
4.13 HAVE YOU TAKEN ANY LOAN FROM CITI BANK

 HOME LOAN

 CAR LOAN

 PERSONAL LOAN

 OTHER
 PARTICULARS PERCENTANGFE
Home loan 24.7%
Car loan 29.2%
Personal loan 31.5%
others 14.6%

DISCRIPTION :

From the above diagram we can see that

Only 24.7% home loan account
Other 29.2% car loan deposit
31.5% personal loan deposit
14.6% have other
4.14 Do you find enough numbers of the ATMs in the city

 Yes

 No
 PARTICULARS PERCENTANGFE
YES 50%
NO 40%

DISCRIPTION :

From the above diagram we can see that

There are only 50% of atm available
And 40% say that they don’t have enough atms in the city
4.15 Do you feel the bank is customer friendly and are the
employees ready to help

 YES

 NO
 PARTICULARS PERCENTANGFE
YES 54.5%
NO 45.5%

DISCRIPTION :

From the above diagram we can see that

There are only 54.5% people say that the people are friendly
And 45.5% say that the people are not friendly.
4.16 WHAT IS YOUR AGE

 19-25

 25-30

 30-40

 40 ABOVE
 PARTICULARS PERCENTANGFE
19-25 29%
25-30 15%
30-40 18%
40 above 25%

DISCRIPTION :

From the above diagram we can see that

Age group 19-25 know more about citi bank than other age group
25-30 age group knows only about 15%
And 30-40 age group knows 18%
And 40 above knows about 25%
4.17 Does the bank makes sure that you know the latest
policies

 YES

 NO
 PARTICULARS PERCENTANGFE
YES 47.7%
NO 53.3%

DISCRIPTION :

From the above diagram we can see that

That about 47.7% people are saying that bank conveys all the details and new
upcoming polices to the public
Where else we can see that about 53.3% of public is saying that the bank doesn’t
provide all the information about the polices .
4.18 On the scale please mention your overall satisfaction with
the bank

 Excellent

 Poor

 Average
 CHAPTER -5
FINDINGS AND CONCLUSION
 FINDINGS

 The primary data has been collected from the middle and upper sections of the society.

 All the data has been collected at random but it is always liable for biasness.

 A very small sample size of 100 people has been taken out of the total customers therefore the analyses cannot
be taken for final words.

 The data has been collected from Navi mumbai and thus the perception of people from the smaller towns
cannot be judged.
 CONCLUSION

 75% people knows about Citibank

 95% people have their bank account.

 40% customers avail the facility of ATM.

 65% people do not want to have an association with Citibank.

 In Navi Mumbai mostly people wants Citibank branch and ATM.

 RECOMMENDATIONS

 The bank should reduce the minimum amount of opening a bank account.

 The average quarterly balance (AQB) should be reduced.

 The bank should open its more branches.

 Bank should expand its network of ATM, it should have ATMs at cinema halls, shopping complexes, office
complexes, etc.

 The bank should improve its services.

 The bank should also provide services on Sundays.

 The bank should have salary and students account.

Bank should stress on telemarketing and on direct sales as well

 BIBLIOGRAPHY

: Website of the bank

 www.citibank.com

Various articles of :

 BUSINESS TIMES

 ECONOMIC TIMES

 TIMES OF INIDA

 www.goggle.com

 www.inidatimes.com

 http://docshare02.docshare.tips/files/18690/186900788.pdf

 https://www.online.citibank.co.in/products-
services/loans/Disbursals.htm
APPENDIX
1} HOW MANY PEOPLE HAVE THEIR SAVING ACCOUNTS IN CITI BANK
 YES
 NO

2} DO YOU KNOW ABOUT CITIBANK?

 YES
 NO

3} DO YOU HAVE A BANK ACCOUNT?

 YES
 NO

4 } PRESENTLY WHICH OF THE FACILITIES YOY ARE AVAILING ?

 ATM

 CREDIT CARD

 PHONE BANKING

 DEBIT CARD

5} HOW DID YOU COME TO KNOW ABOUT CITI BANK?

 NEWSPAPER
 RADIO
 TELEVISION
 OTHERS
6} RATING OF CITI BANK
 GOOD
 AVERAGE
 POOR

7} WOULD YOU LIKE TO HAVE AN ASSOCIATION WITH CITIBANK?

 YES
 NO

8} WHERE DO YOU THINK CITIBANK BRANCH OR ATM SHOULD COME

UP?
 NAVI MUMBAI
 MUMBAI
 SOUTH MUMBAI

9} DOES CITI BANK PROVE THE BEST RATE OF INTERST AS

COMPARED TO OTHER BANKS

 YES

 NO

10} RATE THE BANKING STYSTEM OF CITI BANK

 VERY NICE

 AVRAGE
  GOOD

 BAD

11} DO YOU USE ATM CARD FACILITES?

 Yes

 No

12} APART FORM SAVING ACCOUNT WHICH ARE OTHER DEPOSITE

WITH THE BANK

 CURRENT ACCOUNT

 TERM DEPOSIT

 FIXED DEPOSIT

 OTHERS

13} HAVE YOU TAKEN ANY LOAN FROM CITI BANK

 HOME LOAN

 CAR LOAN

 PERSONAL LOAN

 OTHER

14 }Do you find enough numbers of the ATMs in the city

 Yes

 No

15} Do you feel the bank is customer friendly and are the employees ready to help

 YES
  NO

16 }WHAT IS YOUR AGE

 19-25

 25-30

 30-40

 40 ABOVE

17 }Does the bank makes sure that you know the latest policies

 YES

 NO

18 }On the scale please mention your overall satisfaction with the bank

 Excellent

 Poor

 Average

19} Name

20} Gender

 Male
 Female