Easy2Siksha Sample Papers
GNDU Most Repeated (Important) Quesons
B.Com 5th Semester
BANKING SERVICES MANAGEMENT
(Based on 4-Year GNDU Queson Paper Trend Analysis: 2021–2024)
Must-Prepare Quesons (80–100% Probability)
SECTION–A (Banking Services & Customer Service)
1. Tangible and Intangible Services in Banking / Meaning & Importance of Banking
Services (4 mes)
2021 (Q1), 2022 (Q2), 2023 (Q1a), 2024 (Q1)
Always appears in Q1 — basic theory opener about what banks oer to customers.
2. Deciencies in Customer Services & Ways to Improve Them (3 mes)
2021 (Q2), 2023 (Q2), 2024 (Q2b)
Frequently asked with suggesons for beer service — customer sasfacon is a
consistent focus.
2025 Smart Predicon Table
(Based on 4-Year GNDU Paper Trend: 2021–2024)
Secon
Queson Topic
Years
Appeared
Priority
A
Tangible & Intangible Services / Meaning &
Importance of Banking Services
2021–24
Very High
(100%)
A
Deciencies in Customer Service & Improvement
Measures
2021, 2023–
24
Very High
(90%)
B
Loans & Advances – Meaning, Types & Principles
2021–24
Very High
(100%)
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2025 GUARANTEED QUESTIONS (100% Appearance Trend)
Top 5 Must-Prepare Quesons (Appear All 4 Years)
1. Explain Tangible and Intangible Services provided by banks.
2. Dene Loans and Advances. Explain the Principles of Sound Lending.
BONUS HIGH-PRIORITY QUESTIONS (80–90%)
6. Describe the deciencies in banking services and suggest improvements.
7. Write a short note on Agricultural / Industrial / Import Loans and Packing Credit.
GNDU Most Repeated (Important) Answers
B.Com 5th Semester
BANKING SERVICES MANAGEMENT
(Based on 4-Year GNDU Queson Paper Trend Analysis: 2021–2024)
Must-Prepare Quesons (80–100% Probability)
SECTION–A (Banking Services & Customer Service)
Tangible and Intangible Services in Banking / Meaning & Importance of Banking
Services (4 mes)
2021 (Q1), 2022 (Q2), 2023 (Q1a), 2024 (Q1)
Always appears in Q1 — basic theory opener about what banks oer to customers.
Ans: A Story to Understand Banking Services: The Tangible and the Intangible
Imagine a young man named Rohan, who has just started his first job in a big city. Like
many of us, Rohan is excited but also a little nervous. He has to manage his salary, pay
his rent, save for his dreams, and sometimes send money back home to his parents.
One morning, he walks into a nearby bank—a place full of people, machines, counters,
and polite staff members in formal dress. He opens a savings account and receives his
ATM card, cheque book, and passbook. The staff explains how he can withdraw cash,
transfer money, check his balance online, and even invest in fixed deposits.
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At that moment, Rohan doesn’t realize it, but he has just stepped into the vast world of
banking services—a world that quietly supports every dream, every business, and every
economy.
Meaning of Banking Services
Banking services are not just about keeping money safe; they are about helping people
manage their financial lives smoothly.
In simple terms, banking services mean all the facilities and operations provided by
banks to their customers to handle money effectively — such as depositing,
withdrawing, transferring, lending, investing, and safeguarding financial assets.
Banks act as a bridge between people who have surplus money (depositors) and those
who need money (borrowers). They don’t just deal in cash—they deal in trust. Every
time you hand over your hard-earned money to a bank, you are trusting it to keep your
money safe, make it grow, and provide it back whenever you need it.
That is why banking services are called the lifeblood of modern economic life. Whether
it’s a big business empire or a small tea stall, every financial activity is connected with
banking in one way or another.
Two Faces of Banking Services: Tangible and Intangible
Now, let’s come back to Rohan’s story. When he opens his bank account, he receives an
ATM card and a passbook—things he can touch and hold. But he also experiences things
like politeness of staff, trust, convenience, and security—things that he cannot touch,
but surely feels.
These two sides of the coin represent Tangible and Intangible services in banking.
Let’s understand both in detail.
1. Tangible Services in Banking
The word tangible means something you can see, touch, or measure physically. In
banking, tangible services are those which involve a visible product, document, or
physical facility.
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These are the visible, concrete parts of what banks offer to make the customer’s
experience smooth and credible.
Examples of Tangible Services:
1. ATM Cards and Debit Cards – Physical cards that allow customers to withdraw
money anytime, anywhere.
2. Cheque Books and Passbooks – Traditional documents that help record
transactions and payments.
3. Demand Drafts and Pay Orders – Physical instruments used for safe and
guaranteed payments.
4. Locker Facilities – Safe deposit vaults where customers can keep valuable items
like jewelry or documents.
5. Bank Branch Buildings – The physical presence of a bank itself gives customers a
sense of trust and reliability.
6. Cash Counters and Teller Machines – Points where customers interact directly
and complete cash transactions.
These tangible elements create trust because customers can see and experience them
physically. For example, when Rohan holds his debit card or visits the bank building, he
feels reassured that his money is real and safe.
2. Intangible Services in Banking
Now, let’s look at the more invisible yet more powerful side — the intangible services.
The term intangible means something that cannot be touched or physically measured,
but its presence and value can be felt.
In banking, intangible services form the heart of customer satisfaction. These services
are based on relationships, convenience, technology, and emotional trust rather than
physical products.
Examples of Intangible Services:
1. Customer Service and Behavior – The politeness, helpfulness, and knowledge of
bank staff create a lasting impression.
2. Trust and Reputation of the Bank – A bank’s goodwill and ethical image
encourage customers to deposit their money confidently.
3. Online and Mobile Banking – These digital services provide convenience, but the
experience itself is intangible—you can’t touch an app, but you can feel its ease.
4. Speed and Efficiency – Quick processing of loans or fund transfers builds
satisfaction without any physical product.
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5. Financial Advice and Guidance – When a banker helps a customer choose a
suitable investment plan, the advice has no physical form but carries immense
value.
6. Security and Privacy – Customers feel emotionally safe when they know their
financial data is protected.
Thus, intangible services are all about experience, reliability, and trust—the invisible
pillars of a strong banking relationship.
Importance of Banking Services
Banking services are not just essential for individuals; they are the foundation of
national development and economic growth.
Let’s explore their importance step by step:
1. Encourages Savings and Investments
Banks motivate people to save their money safely instead of keeping it idle at home.
These savings are then used for investment purposes, which in turn lead to economic
growth.
2. Facilitates Business Activities
Businesses need loans, overdrafts, and credit facilities. Banks provide these services to
help companies expand, buy raw materials, and manage their cash flow efficiently.
3. Promotes Digital and Cashless Economy
Modern banking services like UPI, NEFT, RTGS, and Internet Banking make transactions
fast, safe, and paperless, encouraging a digital economy.
4. Provides Financial Security
Banks offer lockers, insurance-linked accounts, and fraud protection measures that give
customers peace of mind about their money and valuables.
5. Creates Employment Opportunities
Banks themselves employ millions of people—clerks, managers, security staff, IT
experts—and support many other sectors indirectly.
6. Supports Government and National Projects
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Banks help the government in implementing schemes like Jan Dhan Yojana, Mudra
Loans, PM Kisan, etc., promoting financial inclusion for all.
7. Encourages Entrepreneurship
By giving loans to startups and small businesses, banks help young entrepreneurs turn
ideas into successful ventures.
8. Enhances Living Standards
Through loans, EMI options, and credit facilities, banks help people buy homes, vehicles,
and education, thus improving their lifestyle.
A Balanced View: Tangible + Intangible = Complete Banking
Tangible services build trust through visibility, while intangible services build loyalty
through experience.
A customer might visit a bank because of its attractive building or modern ATM
(tangible), but they stay loyal because of the staff’s helpful attitude, quick service, and
sense of safety (intangible).
Both are equally important — one appeals to the eyes, the other to the heart.
Conclusion
When Rohan leaves the bank that day, he doesn’t just walk out with an ATM card and
passbook. He carries something far more valuable — a sense of security and
confidence. He knows his money is safe, his future is supported, and help is just a click
away.
That is the true magic of banking — a blend of tangible and intangible services working
together to make financial life smooth, trustworthy, and progressive.
In the modern world, where technology is evolving every second, banks continue to
balance the physical touch of trust with the digital feel of convenience, making them
not just financial institutions, but lifelines of our daily life.
2. Deciencies in Customer Services & Ways to Improve Them (3 mes)
2021 (Q2), 2023 (Q2), 2024 (Q2b)
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Frequently asked with suggesons for beer service — customer sasfacon is a
consistent focus.
Ans: A customer named Anita walks into a mobile store in Chandigarh. She has saved
for months to buy a new smartphone. But when she asks the salesperson a few
questions, he seems distracted, gives half-hearted answers, and even takes a personal
call in between. Anita feels ignored. She buys the phone anyway, but when she leaves,
she mutters: “Next time, I’ll try another store.”
This small incident captures the heart of our topic: Deficiencies in Customer Service and
Ways to Improve Them. Businesses may have the best products, but if their service is
careless, customers walk away—not just with their wallets, but with their loyalty.
Let’s walk through this story step by step: the common deficiencies in customer service,
their impact, and the ways to improve them—explained in a way that is simple,
engaging, and examiner-friendly.
Meaning of Customer Service
Customer service is the support and assistance provided to customers before, during,
and after a purchase. It is not just about answering queries—it is about creating a
positive experience that makes customers return.
Story Analogy: If a product is like a dish in a restaurant, customer service is the waiter’s
smile, the speed of delivery, and the care shown. Even the tastiest dish can feel bland if
the service is rude.
Deficiencies in Customer Service
Let’s explore the most common shortcomings that businesses face.
1. Lack of Communication
• Customers often complain that staff don’t listen properly or fail to explain clearly.
• Example: A bank employee using technical jargon that confuses customers.
2. Long Waiting Times
• Whether in a call center or a hospital, delays frustrate customers.
• Example: Being kept on hold for 20 minutes just to ask about a bill.
3. Untrained or Unmotivated Staff
• Employees who lack product knowledge or enthusiasm create a poor impression.
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• Example: A shop assistant who cannot explain the difference between two
models.
4. Rudeness or Indifference
• Customers expect respect. Rude behavior drives them away instantly.
• Example: A receptionist rolling her eyes when asked a question.
5. Failure to Resolve Complaints
• Ignoring or mishandling complaints damages trust.
• Example: A hotel promising to fix a broken AC but never doing it.
6. Over-automation
• Chatbots and automated systems can frustrate customers if they don’t connect
to a human when needed.
• Example: “Press 1 for this, press 2 for that…” until the customer gives up.
7. Inconsistent Service
• Customers dislike when service quality varies from one branch or employee to
another.
• Example: One branch of a café chain is friendly, another is careless.
8. Lack of Personalization
• Treating customers like numbers instead of individuals.
• Example: Sending generic emails instead of tailored offers.
Impact of Poor Customer Service
• Loss of Customers: 96% of customers leave after bad service (Microsoft study).
• Negative Word of Mouth: One unhappy customer tells many others.
• Damage to Reputation: Online reviews can make or break a business.
• Reduced Profits: Acquiring new customers is costlier than retaining old ones.
Story Note: Anita’s experience at the mobile store may seem small, but if ten more
customers feel the same, the store loses not just sales but its reputation.
Ways to Improve Customer Service
Now, let’s flip the story. Imagine Anita walks into another store. The salesperson greets
her warmly, listens carefully, explains features clearly, and even offers after-sales
support. Anita smiles and thinks: “I’ll come here again.”
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Here are the ways businesses can create such experiences:
1. Effective Communication
• Train staff to listen actively and explain simply.
• Avoid jargon; use customer-friendly language.
2. Reduce Waiting Times
• Use technology to streamline queues.
• Offer callbacks in call centers instead of long holds.
3. Training and Motivation
• Regular training on product knowledge and soft skills.
• Motivate staff with recognition and rewards.
4. Politeness and Empathy
• Encourage staff to treat every customer with respect.
• Empathy turns complaints into opportunities.
5. Efficient Complaint Handling
• Have a clear system for logging and resolving complaints.
• Follow up to ensure customer satisfaction.
6. Balanced Use of Technology
• Use chatbots for simple queries but ensure human support is available.
7. Consistency Across Channels
• Standardize service quality across branches, websites, and call centers.
8. Personalization
• Use customer data to offer tailored services.
• Example: A bookstore recommending books based on past purchases.
9. Feedback Mechanisms
• Encourage customers to share feedback.
• Use surveys, suggestion boxes, or online reviews.
10. Customer-Centric Culture
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• Build a culture where every employee feels responsible for customer satisfaction.
Real-Life Examples
• Amazon: Known for quick refunds and easy returns, which build trust.
• Starbucks: Personalizes service by writing customer names on cups.
• Zappos: Famous for going “above and beyond” in customer support.
These companies show that great service is not about luxury—it’s about care.
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