Analysis of services provided to customers

The Group's principal activities are to provide banking and related services. The Group's
services include personal banking, which includes deposits, retail loans, credit cards,
debit card, lockers and other services; business banking, which includes deposits, loans
and advances, services and lockers; corporate banking, which includes wholesale
banking, deposits, appraisals and merchant banking, and cash management and
remittances; international business, which includes non-resident Indian (NRI) services,
offshore banking, export finance, import finance, correspondent banking, trade finance
and international treasury; treasury banking, which includes domestic operations and
forex operations, and rural banking, which includes deposits, loans, priority sector
advances, services and lockers. The Group's international operations cover 25 countries
through its 74 branches/offices.

I am delighted to report that Bank of Baroda has delivered a robust performance in 2008-
09 at a time which is tough and challenging for the banking and financial services
industry across the globe.

Since the mid-2008, the global economy has been experiencing a severe slowdown
inflicted by a massive banking and liquidity crisis. With all the advanced economies in a
synchronized recession, the global GDP is projected to contract for the first time since the
Second World War.

Being a Bank with a strong overseas presence, it in its fold has more than 36 million
global customers enjoying the state-of-the-art technology. Its performance in 2008-09
reflects its strength to consolidate its position as a premier Public Sector Bank given its
growing geographical reach, a vast bouquet of products and services and robust risk
management capabilities.

New Initiatives:

The value proposition of the Bank to its customers lies in its impregnable foundation and
inner strength as a financial service provider by leveraging its technology and brand.
During the year 2008-09, the Bank’s focus was mainly on evolving effective strategies to
optimize human resource management in a highly motivational work environment,
drawing maximum mileage out of the available Information Technology infrastructure
and imbibing a full-fledged marketing culture to promote a sense of professionalism in
approach and attitude.

The Bank put in place a progressive marketing and sales structure and implemented sales
campaigns with specific business targets and lead generation programs. The Bank’s
business philosophy revolved around the notion of “customer centricity” and market
analytics to ensure higher order customer satisfaction. The Bank leveraged its technology
to make available good quality products and services to its customers without sacrificing
the personal touch in customer relations. During 2008-09, the Bank launched a host of
business, customer and technology initiatives to create a strong foundation for sustainable
growth in the years ahead.

By 31st March, 2009, the Bank completed Core Banking Solution (CBS) rollout in 1,922
domestic branches accounting for 94% of its business. All CBS branches of the Bank are
enabled for inter bank remittances through RTGS and NEFT. The CBS has also been
implemented in its 43 overseas branches and 23 branches of its overseas subsidiaries. The
Bank’s ATM network too expanded to 1,179 with two biometric ATMs in the rural areas.
The Bank launched several new IT products and services such as Phone Banking Service,
Corporate Cash Management System, Payment Messaging Solution and Global Treasury,
etc., to increase the customer convenience and also to reduce the transaction cost.

In order to improve the credit flows under the Retail Business, the Bank took many
initiatives introducing new products both on assets and liability sides during 2008-09
such as Loan for Earnest Money Deposit, Baroda Additional Assured Advance to NRIs,
Baroda Bachat Mitra etc. Besides, various products were modified to make them more
market oriented. In order to mobilize fresh retail business, the Bank, adopting an
aggressive market strategy, launched Retail Loan Festival Campaigns offering various
concessions during the campaign period. MoUs were signed with a number of car
manufacturing companies and tie-up arrangements made for providing Life Insurance
Cover to Education Loan and Home Loan customers sanctioned under special packages

In its role as a partner to the rural development, the Bank, besides meeting all its credit
deployment targets, established four Baroda Swarojgar Vikas Sansthan during the year
2008-09 for imparting training to the unemployed youth and facilitating in their gainful
self-employment. The Bank launched a number of Credit Campaigns for Direct
Agriculture and SME sectors, organized credit camps at the branch level and provided
credit facilities to the borrowing customers in terms of customized products and services.
The Bank has identified 350 thrust branches with potential for agriculture lending and has
been pursuing the Business Facilitator Model for canvassing agriculture loans. The Bank
adopted 101 villages across the country for all-round integrated development and cent
percent financial inclusion

"Bank of Baroda is a top ranking National Bank of International Standards committed to

augmenting stake holders' value through concern, care and competence” Today, it serves
36 million customers around the world with nearly 20 percent of them, coming from its
international operations. Addressing the customers in New York, he said, "We also
recognize that our bank is characterized by diversity. We have been customerfocused all
along and our success is due to a high level of customer satisfaction and a long lasting
relationship. Once a customer of Bank of Baroda, always a customer of Bank of Baroda,"
he said.

Several customers who had come forward to share their personal experiences while
dealing with the Bank in front of the audience that evening bore witness to this fact. They
shared their stories small and big, as to how their association with the Bank began
decades ago and still continues, some even for generations
Bank of Baroda is well positioned to offer a variety of services, products and financial
solutions to a cross section of clients. Our products suit our clients' banking requirements
by virtue of being one of the best banking relationship networks both in terms of strength
and spread among the Indian financial entities," Garg said. "As you know, Indo US trade
is set to grow rapidly. You'll feel home away from home in Bank of Baroda. Bank of
Baroda is not only India's international bank but also an emotional bank built on the
edifice of ten decades of relationship banking with devoted and dedicated staff and the
patronage of millions of enlightened customers. We solicit your continued support and
wish you to be a part of ever increasing and prospering customers of Bank of Baroda."

With a wide spread network the bank of baroda can be easily reached to. The popularity
of the bank is increasing just due to the services and other facilities of fered. bank of
baroda has got a wide spread network with 2928 branches all over the country. With such
large number of branches the bank tries to reach to thousands of customers. The bank is
spread across the length and extent of the country. For your perfect banking solution you
will get a branch around in no time.

There is no need to be in panic and searching here and there for the perfect bank for your
needs. You can instead just register with any branch of the bank as per locality and the
place you reside, and open the account to avail the top class banking services. Customer
centric approach is followed by the prof essionals and managers of every branch of the
bank.

With a network of around 25 countries and a 24 hour service, the bank operates on large
scale. If in case you need to know the details of the bank deposits, borrowings, yearly
capitals, assets, cash balance and total transactions taking place, you can receive the
annual reports of that particular bank through online sources. Answers to any of your
banking queries will be presented to you in no time through online counselling.
Customers can knock the doors of bank s for any banking needs. Locate the branch you
need to deal with and avail all services of fered.

As per personal needs you can search for the bank of baroda branch and look out for
personal, business, corporate, international, and rural services. The branch locator online
will let you search for a particular branch as per choice and let you learn all about the
services of fered and other banking deals available with every branch. With online branch
locator you just need to enter the keywords and start the search. Apart from Indian
branches, you can search for all of the overseas of fices and branches.

Every single branch of the bank of baroda of fers the same high class level services and
customer care. If in case you need to know all about the branches of bank of baroda, the
annual deposits, earnings, assets, investments, and the capitals, you need to be online.
With just a few clicks details of business of all branches will be in front of you for
reference. With an aim of total customer satisfaction all branches of the bank carry out
the banking services.
CONCLUSION

So ,from the above analysis it is being clear that “Bank of Baroda” has created a huge
network which can only be possible if they are perfect in making good relationship with
outsiders as well as insiders that is with customers as well as with the employees working
with “Bank of Baroda” . As the main focus of “bank of baroda” is the total satisfaction of
customer in all the branches through the services provided by the bank and Today, it
serves 36 million customers around the world which had proved that through the services
of this bank the satisfaction level of customer is very high