Customer Satisfaction Survey at the Royal Bank of Scotland

In the world of finance and financial services, banking has been around longer than any other segment of that world. For more than two millenniums, bankers have served as “money changers” who aided people in exchanging foreign for local currencies. As this practice grew and many began to throw their funds into the banking system, the services that banks performed multiplied. Loans were granted and bankers collected interest. Most of

The banking industry has over the years evolved from simple to large and complex organization. They have grown from one street building into having multiple branches some of which are international. Their clients range from individual and institutions to governments and other banks. Banks do not manufacture physical things. Their work is simply services for money (Koch & MacDonald 2010). Such services include storing, lending and managing money. All people and institutions, as well as governments, need money to operate accordingly.

Banks are institutions in which people put their money for safekeeping, to save, to use to pay their bills, or to earn interest on. Banks are allowed to use that money to make loans and earn interest for the bank's’ owners. Different types of banks offer different types of services. For example, commercial banks originally just served businesses, and savings banks and credit unions were used by individuals, especially those who couldn’t qualify for loans at regular banks. This is no longer the case. Although commercial banks and thrift institutions used to serve different purposes, today they all offer many of the same types of services including bank accounts, loans, credit, certificates of deposits (CDs), and much more.

1. At the start of the 21st century, RBC was Canada’s leading bank and largest bank in terms of assets and market capitalization. It was a full-service bank with five main lines of business: personal and commercial banking, insurance, wealth management, corporate / investment banking, and transaction processing. The commercial bank of RBC (Royal Bank) accounted for nearly 50% of the company’s net income and had an extensive delivery network with branches, Automated Banking Machines (ABM’s), point of sale terminals, mobile sales staff, and 1.4 million online banking customers and 2 million phone customers. The bank also had an extremely strong international network.

Banks take deposits from savers and pay interest on these accounts. They receive interest on loans when they pass these funds on to borrowers. The spread between the rate they pay for funds and the rate they receive from borrowers is where their profits are derived from. This practice of combining deposits from many sources which can be lent to many borrowers forms a interchange of funds

Next, I have to express great thanks for my research supervisor, Dr Ni Luh Nyoman Seri Malini, S.S M.Hum and I Nyoman Tri Ediwan, S.S M.Hum, without their guidance and dedicated

I take this opportunity to express my sincere thanks and deep gratitude to all those people who extended their whole hearted co-operation and have helped me in completing this project successfully.

Two major focuses of banking supervision and regulation are the safety and soundness of financial institutions and compliance with consumer protection laws. In order to measure the safety and soundness of a bank, an examiner’s job is to provide on-site examination review of the bank 's performance based on its financial condition and current management, as well as its compliance with regulations. The rating system used by the examiner is called the CAMELS rating system which helps measure the safety and soundness of a bank. Each letter of the CAMELS system stands for one of the six components of a bank’s condition: capital adequacy, asset quality, management, earnings, liquidity and sensitivity to market risk. The first component, capacity measures the borrower’s ability to pay a debt, this component measures both the borrower’s income to debt ratio and the payment source of the borrower. Next is collateral, collateral reviews the bank’s options if the loan is not paid based on the asset 's that a borrower may possess. Then the

Payment systems are used by customers and businesses to transfers funds from one account to another account.

Clearing and Settling Payments: The financial markets allow for the exchange of payments for goods and services.

Cash is money which can be used to exchange goods, services or debts. It includes anything of value that can be converted into cash for financial exchange whether it is money in hand, money in banking accounts, investments or insurance policies. According to Bethel University (2010), “More than 20,000 banks, savings and loan associations, credit unions, and other financial institutions provide various payment, savings, and credit services” (p102). Money builds wealth it is a means to save or establish purchasing power whereas financial institutions offer customers safe keeping for their money. A financial institution conducts financial transactions such as investments, loans and deposits. Almost everyone has to deal with a financial institution on a regular basis, everything from depositing money to taking out loans.

thus minimizing the amount of currency that the Company has on hand at any point in time during the week. Additionally, the use of the bank on the daily basis facilitates the control of cash because it creates a double record of all bank transactions - one by the Company and one by the bank. Also we recommend that all receipts be deposited in the

There are various types of banks depending on the area they specialize in, including central banks, commercial banks, investing banks, and retail banks and so on (Boatright, 2010). This paper focuses on commercial banks, which deal with a variety of business activities and maintain the core of being financial intermediation (Boatright, 2010). As a financial intermediation, banks generate profits for all savers, borrowers and themselves by applying interest rate on both deposits and loans. To have enough money for lending, banks pay savers interest to encourage them to deposit money into their account. Correspondingly, they also

Under the Bank for International Settlements (BIS) a payment system is defined as consists of instruments, banking procedures, and typically interbank funds transfer systems that ensure and facilitate the circulation of money. In essence, it facilitates corporations, businesses and consumers to transfer funds to one another. (Bank Negara Malaysia, 2014)

SINCERELY I ACKNOWLEDGE MY DEEP SENSE OF GRATITUDE TO MR. SANJEEV THAKUR (ASSISTANT PROFESSOR) FOR HIS CONSTANT ENCOURAGEMENT, HELP AND VALUABLE SUGGESTIONS.