Customer Satisfaction Survey at the Royal Bank of Scotland

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We express our sincere gratitude to our industry guide Ms.Shalini Menon, Vice-President Business Banking, The Royal Bank of Scotland for her able guidance, continuous support and cooperation throughout our project, without which the present work would not have been possible.
We would also like to thank the entire team of RBS business banking, for the constant support and help in the successful completion of my project.
Also, we are thankful to our faculty guide Mr. Swarnpreet Singh of our institute, for his continued guidance and invaluable encouragement.

TABLE OF CONTENTS Introduction * Objective Literature Review *
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These claims on banks can act as money because they are negotiable or repayable on demand, and hence valued at par. They are effectively transferable by mere delivery, in the case of banknotes, or by drawing a cheque that the payee may bank or cash. 2. Netting and settlement of payments – banks act as both collection and paying agents for customers, participating in interbank clearing and settlement systems to collect, present, be presented with, and pay payment instruments. This enables banks to economies on reserves held for settlement of payments, since inward and outward payments offset each other. It also enables the offsetting of payment flows between geographical areas, reducing the cost of settlement between them. 3. Credit intermediation – banks borrow and lend back-to-back on their own account as middle men. 4. Credit quality improvement – banks lend money to ordinary commercial and personal borrowers (ordinary credit quality), but are high quality borrowers. The improvement comes from diversification of the bank's assets and capital which provides a buffer to absorb losses without defaulting on its obligations. However, banknotes and deposits are generally unsecured; if the bank gets into difficulty and pledges assets as security, to raise the funding it needs to continue to operate, this puts the note holders and depositors in an economically subordinated position.


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