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Case Study On Prime Bank Group-2

Mr. Ram Naresh Mehera took out a loan from Prime Bank but experienced poor service and confusion over repayment terms. He was given incorrect information about foreclosure charges and faced issues with the auto-debit system. When trying to close his loan account, Mr. Mehera received conflicting answers from bank employees and his statements were denied. Ultimately, a bank employee contacted Mr. Mehera and resolved the foreclosure for 0% charge with no interest, but it took time to receive all paperwork. The case highlights key service failures around lack of employee knowledge, unresponsiveness, and inconsistent information provided to customers.

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2K views11 pages

Case Study On Prime Bank Group-2

Mr. Ram Naresh Mehera took out a loan from Prime Bank but experienced poor service and confusion over repayment terms. He was given incorrect information about foreclosure charges and faced issues with the auto-debit system. When trying to close his loan account, Mr. Mehera received conflicting answers from bank employees and his statements were denied. Ultimately, a bank employee contacted Mr. Mehera and resolved the foreclosure for 0% charge with no interest, but it took time to receive all paperwork. The case highlights key service failures around lack of employee knowledge, unresponsiveness, and inconsistent information provided to customers.

Uploaded by

debashish07
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Case Study

on
Prime Bank
Presented By
Group-2
Brief about the case
 This case is a greatest example of major
service failure in banking sector
 Mr. Ram Naresh Mehera was the person who
had gone through a very careless service from
the bank
 Mr. Mehra was a faculty at National Institute
of Management Pune
 He had taken a loan from Prime bank, Pune of
Rs. 1,95,000

Group No - 2
 At the time of agreement he was informed by
the DSA about foreclosure & conformed by
Personal loan office by telephone at 2% as
outstanding charges
 Mr. Mehera moved to Mumbai & then to
Chennai
 But while he was in Mumbai he changed his
address & account no. and also paid the cheque
for installment for June

Group No - 2
 Mr. Mehra applied for auto debit system from
July
 But auto debit had done additionally
{Although the money paid back but without
any penalty & reason for mistake}
 For all this harassment Mr. Mehra decided to
close the loan account by foreclose
 For which he called customer care but again he
got 2 different answers

Group No - 2
 Mr. Mehra applied for foreclose & also got foreclosure
statement from courier
 He present that statement in Chennai branch but they did
not accepted it as it was not signed
 Again he was fully confused in payment of outstanding
charges 2% or 4%
 On 25th August Mr. Pramood Ekka called him, and discuss
about the problems faced by Mr. Mehra.
 0% is charged by the bank, for his foreclosure of his loan.
 No Due Certificate is received, but PDC, is returned to
him, after 10 days.

Group No - 2
Service Guarantee
 Forecloser after 6 months, informed by DSA
representative
 2% charge on forecloser
 Auto Debit system should start on July
 Post Dated Cheque should be given to him
within 7 days
 At last bank promised to give a gift

Group No - 2
Service Failure
 Failureof Auto Debit System
 Lack of knowledge about different product of
the bank
 Lack of proper response from the employee of
the bank
 Denied of previous statement by Ms. Priya
Dandekar
 Delay of receiving back the PDC

Group No - 2
Service Recovery
 0% charge on Forecloser statement
 Proper response of his e-mail by Mr. Pramod
Ekka.
 Positively received No Due Certificate from the
bank
 No interest charge during the process of
forecloser of loan account.

Group No - 2
Suggestions
 Step-1
 The bank should apologizes for all misconducts
 Step-2
 Proper response should be made by the employees of
the bank
 Step-3
 Proper training should be given to the employees about
each product
 Step-4
 Customer should be informed about Auto Debit System

Group No - 2
Contd…
 Step-5
 The bank should maintain a proper customer
relationship management
 Step-6
 There should be valid document about each
information
 Step-7
 They should provide some compensation

Group No - 2
THANK
YOU

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