The Banking industry being a service industry customer

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Course: Retail Banking


1. Discuss the critical importance of the Need for Regulations (both Internal as well as External) in the Banking industry. Express your views with reference to the recent turmoil in the Banking industry, which in turn adversely affects other sectors/ markets as well.

2. With reference to the rural areas and the Agricultural sector, discuss the guidelines given by the RBI on Priority Sector Lending . Also explain what options the Banks have as Channel Partners to reach rural customers (10 Marks) The Banking industry being a service indus
3. try , customer service is an important aspect of the Retail Banking setup. This is true for commercial/retail banks as well central banks and the regulators/government. Discuss the following questions that affects the customers to a large scale in the retail banking setup

a. With the process of Demonetization implemented over a year ago, discuss the issue of change of currency notes (money product) in retail banking. Have the banks provided proper customer service for the same issue? (5 Marks)

b. With emphasis on Digital/ E-payments, with incentives/concessions provided to make non-cash transactions through digital modes, highlight the various benefits and risks the customers may face during these modes of financial transactions. (5 Marks)
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