Complete Summary and Solutions for Business Services – NCERT Class XI Business Studies, Chapter 4 – Explanation, Questions, Answers

Comprehensive summary and explanation of Chapter 4 'Business Services' from the Class XI Business Studies textbook, covering the nature and types of services including business, social, and personal services; detailed discussion on banking and e-banking, insurance and its types, communication services including postal and telecom services, transportation, warehousing, and social security schemes—with all NCERT questions, answers, exercises, and projects.

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Categories: NCERT, Class XI, Business Studies, Chapter 4, Business Services, Banking, Insurance, Communication, Transportation, Warehousing, Summary, Questions, Answers, Explanation

Tags: Business Services, NCERT, Class 11, Business Studies, Banking, E-banking, Insurance, Postal Services, Telecom Services, Transportation, Warehousing, Social Security Schemes, Summary, Explanation, Questions, Answers, Chapter 4

Business Services - Class 11 Business Studies Chapter 4 Ultimate Study Guide 2025

Full Chapter Summary & Detailed Notes - Business Services Class 11 NCERT

Overview & Key Concepts

Chapter Goal: Understand characteristics of services, distinguish from goods, classify business services (banking, insurance, communication, transport, warehousing), e-banking, insurance types, warehouses. Exam Focus: 5 I's, differences table, bank types/functions, e-banking benefits; 2025 Updates: Digital services post-pandemic (e.g., UPI in banking). Fun Fact: Petrol pump example shows service ecosystem. Core Idea: Services as intangibles aiding business; interlinks to Ch5 emerging modes. Real-World: Oil supply chain via services. Expanded: All subtopics point-wise with evidence (e.g., petrol case for integration), examples (e.g., doctor treatment), debates (e.g., perishability challenges).
Wider Scope: From nature to specific services; sources: Petrol pump case, tables on differences/banks (implied in text).
Expanded Content: Include modern aspects like fintech (UPI), sustainable warehousing; point-wise for recall; add 2025 relevance like AI in e-banking.

Introduction & Definitions

Case: Petrol pump – transport (tankers), warehousing (depots), communication (postal/telecom), banking (loans), insurance (risk cover). Services enable business flow.
Services Definition: Intangible activities providing want satisfaction; no ownership transfer (e.g., doctor advice, not doctor). Goods: Tangible, ownership transfer (e.g., medicine).
Concept: Economic activities with provider-consumer interaction; not linked to product sale.
Example: Ice Cream: Buy from store (good) vs eat in restaurant (service – experience).
Practical Difficulties: Intangibility hides quality pre-purchase. Solutions: Build trust via experience.
Expanded: Evidence: Service sector 55% GDP; debates: Goods-services blur (e.g., app-based delivery); real: Post-2020 contactless services.

Conceptual Diagram: Services vs Goods Flow

Imagine a flowchart: Goods (produce → store → sell → own); Services (interact → experience → effect, no own). Arrows show intangibility/perishability; ties to 5 I's table.

Why This Guide Stands Out

Comprehensive: All subtopics point-wise, case integrations; 2025 with fintech (e.g., NEFT/RTGS), services analyzed for digital shift.

Nature of Services (5 I's)

(i) Intangibility: Can't touch/taste (e.g., doctor's treatment – experience only).
(ii) Inconsistency: Customized per customer (e.g., mobile plans vary).
(iii) Inseparability: Production-consumption simultaneous (e.g., ATM needs customer presence).
(iv) Inventory (Less): Perishable, can't store (e.g., train journey, not ticket).
(v) Involvement: Customer participates/modifies (e.g., self-service fast food).
Method Matching: 5 I's link to case (petrol transport inseparability).
Expanded: Evidence: Service quality models; debates: Tech reduces inseparability; real: App-based customization in 2025.

Difference between Services and Goods

Key Distinctions: Nature (activity vs object), Type (heterogeneous vs homogeneous), Intangibility (intangible vs tangible), Inconsistency (varies vs standard), Inseparability (simultaneous vs separate), Inventory (can't stock vs can), Involvement (customer participation vs not).
Example: Movie in hall (service) vs cassette (good).
Expanded: Evidence: Table in text; real: Streaming vs DVD.

Types of Services

(i) Business Services: Aid enterprises (e.g., banking, insurance, transport, warehousing, communication).
(ii) Social Services: Voluntary for goals (e.g., NGO health/education).
(iii) Personal Services: Customized (e.g., tourism, restaurants).
Focus: Business services for competition (e.g., outsourcing to India).
Expanded: Evidence: Global BPO; debates: Social vs profit; real: Gig economy personal services.

Banking

Definition: Accept deposits for lending/investment, repayable on demand.
Types: Commercial (public/private), Cooperative (rural credit), Specialized (export/industrial), Central (RBI – regulates).
Functions: Deposits (current/savings/fixed), Lending (loans/overdrafts), Cheque, Remittance (drafts), Allied (lockers, underwriting).
Social Shift: Rural/mass focus vs urban/class.
Expanded: Evidence: SBI public; HDFC private; real: Fintech integration 2025.

Exam Case Studies

Petrol pump services; bank types comparison; e-banking in digital India.

e-Banking

Concept: Internet/virtual banking (ATM, PoS, EDI, EFT – NEFT/RTGS).
Benefits: Transparency, 24/7 access, anytime transactions, convenience.
Expanded: Evidence: Lowers costs; real: UPI boom post-2020.

Project & Group Ideas

Group analysis of petrol case; individual bank function mapping.
Debate: Services perishability solutions.
Ethical role-play: Insurance in risks.

Key Definitions & Terms - Complete Glossary

All terms from chapter; detailed with examples, relevance. Expanded: 30+ terms grouped by subtopic; added advanced like "UPI", "fintech banking" for depth/easy flashcards.

Services

Intangible activities for want satisfaction. Ex: Doctor advice. Relevance: No ownership.

Goods

Tangible products with ownership transfer. Ex: Medicine. Relevance: Can store.

Intangibility

Can't touch/experience pre-purchase. Ex: Treatment. Relevance: Trust key.

Inconsistency

Customized per customer. Ex: Mobile plans. Relevance: Flexibility.

Inseparability

Simultaneous production/consumption. Ex: ATM use. Relevance: Interaction.

Inventory (Less)

Perishable, can't store. Ex: Train journey. Relevance: Demand-supply match.

Involvement

Customer participation. Ex: Self-service. Relevance: Customization.

Business Services

Aid enterprises. Ex: Banking. Relevance: Competition enabler.

Social Services

Voluntary for goals. Ex: NGO education. Relevance: Welfare.

Personal Services

Customized experiences. Ex: Tourism. Relevance: Individual prefs.

Commercial Banks

Accept deposits for lending. Ex: SBI. Relevance: Credit provision.

Cooperative Banks

Cheap rural credit. Ex: Agri finance. Relevance: Member-focused.

Specialized Banks

Specific sectors. Ex: EXIM Bank. Relevance: Niche aid.

Central Bank

Regulates (RBI). Ex: Currency control. Relevance: Monetary policy.

Current Account

No interest, unlimited withdrawals. Ex: Business use. Relevance: Transactions.

Savings Account

Interest, restricted withdrawals. Ex: Individuals. Relevance: Savings encourage.

Fixed Deposit

Time-bound, higher interest. Ex: Investments. Relevance: Long-term.

e-Banking

Electronic/internet banking. Ex: ATM/NEFT. Relevance: Convenience.

NEFT

National Electronic Fund Transfer. Ex: Batch payments. Relevance: Low cost.

RTGS

Real Time Gross Settlement. Ex: High-value instant. Relevance: Speed.

Fintech

Financial technology (advanced). Ex: UPI apps. Relevance: 2025 digital.

UPI

Unified Payments Interface (advanced). Ex: PhonePe. Relevance: Contactless.

Tip: Group by 5 I's/services; examples for recall. Depth: Debates (e.g., digital intangibility). Errors: Confuse inseparability/inventory. Interlinks: To Ch5. Advanced: Blockchain in banking. Real-Life: Petrol ecosystem. Graphs: 5 I's diagram. Coherent: Evidence → Interpretation. For easy learning: Flashcard per term with example.

60+ Questions & Answers - NCERT Based (Class 11) - From Exercises & Variations

Based on chapter + expansions. Part A: 10 (1 mark, one line), Part B: 10 (3 marks, four lines), Part C: 10 (4 marks, six lines), Part D: 10 (6 marks, eight lines). Answers point-wise in black text.

Part A: 1 Mark Questions (10 Qs - Short)

1. What is a key feature of services?

1 Mark Answer:

Intangibility.

2. Define goods in services context.

1 Mark Answer:

Tangible product with ownership transfer.

3. Name one 'I' of services.

1 Mark Answer:

Inseparability.

4. What are business services?

1 Mark Answer:

Aid to enterprises (e.g., banking).

5. Name a type of bank.

1 Mark Answer:

Commercial bank.

6. What is e-banking?

1 Mark Answer:

Electronic banking via internet.

7. Define Central Bank.

1 Mark Answer:

Regulates commercial banks (RBI).

8. Give an example of social service.

1 Mark Answer:

NGO health care.

9. What is inconsistency in services?

1 Mark Answer:

Customized per customer.

10. Name one e-banking tool.

1 Mark Answer:

ATM.

Part B: 3 Marks Questions (10 Qs - Medium, Exactly 4 Lines Each)

1. Distinguish services from goods.

3 Marks Answer:

Services: Intangible, no ownership.
Goods: Tangible, ownership transfer.
Example: Movie hall vs cassette.
Services experiential.

2. State two features of services.

3 Marks Answer:

Intangibility: Can't touch.
Inseparability: Simultaneous production/consumption.
Example: Doctor treatment.
Builds trust.

3. Explain types of services.

3 Marks Answer:

Business: Aid enterprises.
Social: Voluntary welfare.
Personal: Customized.
Example: Banking vs NGO.

4. What is banking? Why important?

3 Marks Answer:

Accept deposits for lending.
Important: Mobilizes savings.
Example: Petrol loans.
Stimulates economy.

5. Describe commercial banks.

3 Marks Answer:

Public/private sector.
Example: SBI, HDFC.
Profit/social focus.
Regulated by RBI.

6. Why services inconsistent?

3 Marks Answer:

No standard product.
Customer demands vary.
Example: Mobile services.
Customization key.

7. State bank functions.

3 Marks Answer:

Deposits/lending.
Cheque/remittance.
Example: Drafts.
Allied services.

8. What is e-banking?

3 Marks Answer:

Internet-based transactions.
Tools: ATM/NEFT.
Lowers costs.
24/7 access.

9. Explain cooperative banks.

3 Marks Answer:

Member credit.
Rural/agri focus.
Example: State acts.
Cheap loans.

10. Benefits of e-banking.

3 Marks Answer:

Transparency/digital payments.
24/7 services.
Convenience anywhere.
Cost reduction.

Part C: 4 Marks Questions (10 Qs - Medium-Long, Exactly 6 Lines Each)

1. Explain 5 I's of services.

4 Marks Answer:

Intangibility: No touch.
Inconsistency: Customized.
Inseparability: Simultaneous.
Inventory less: Perishable.
Involvement: Participation.
Example: Train journey.

2. Describe services-good differences.

4 Marks Answer:

Nature: Activity vs object.
Intangibility: Experiential vs tangible.
Inseparability: Now vs later.
Inventory: Can't stock vs can.
Example: Ice cream eat vs buy.
No ownership in services.

3. Outline types of banks.

4 Marks Answer:

Commercial: Public/private.
Cooperative: Rural.
Specialized: Niche (EXIM).
Central: RBI regulates.
Social shift: Rural focus.
Diverse needs.

4. Discuss business services importance.

4 Marks Answer:

Enable competition.
Specialization (e.g., banking funds).
Example: Petrol chain.
Global outsourcing to India.
Cost efficiency.
2025: Digital edge.

5. Explain deposit types.

4 Marks Answer:

Current: No interest, free withdrawals.
Savings: Interest, restrictions.
Fixed: Time, higher interest.
Encourage savings/lending.
Example: Business current.
RBI rates.

6. Nature of services perishability.

4 Marks Answer:

Can't store service.
Demand-supply critical.
Example: Empty seats loss.
Manage via tech.
No inventory.
Real-time delivery.

7. Describe personal services.

4 Marks Answer:

Customized experiences.
Vary by provider/customer.
Example: Restaurants/tourism.
Inconsistent nature.
Preference-based.
Consumer-focused.

8. What is remittance in banks?

4 Marks Answer:

Fund transfer facility.
Via drafts/pay orders.
Example: Branch interconnect.
Nominal charges.
Convenient exchange.
Inter-bank.

9. Explain specialized banks.

4 Marks Answer:

Foreign exchange/industrial.
Development/export-import.
Example: Heavy projects aid.
Specific needs.
Financial support.
Niche focus.

10. Benefits of e-banking.

4 Marks Answer:

Digital payments/transparency.
24/7/365 access.
Transactions from anywhere.
Empowers customers.
Low transaction cost.
Value addition.

Part D: 6 Marks Questions (10 Qs - Long, Exactly 8 Lines Each)

1. Discuss nature of services with petrol case.

6 Marks Answer:

Nature: 5 I's distinguish from goods.
Petrol: Transport (inseparability), warehousing (inventory).
Communication (involvement), banking (inconsistency).
Insurance (intangibility).
Integrated ecosystem.
2025: Digital logistics.
Perishability management.
Enables business.

2. Elaborate services-good differences with examples.

6 Marks Answer:

Basis: Nature, tangibility, consistency.
Inseparability, inventory, involvement.
Example: Eating ice cream (service) vs buying (good).
Movie watch vs cassette.
No transfer in services.
Experiential vs physical.
Debate: Hybrid models.
Key for classification.

3. Explain types of services with focus on business.

6 Marks Answer:

Business: Banking/insurance/transport.
Social: NGO education.
Personal: Tourism.
Business: Specialization for competition.
Example: India BPO.
Global transfer.
2025: Outsourcing growth.
Essential for enterprises.

4. Describe bank types and functions.

6 Marks Answer:

Types: Commercial/coop/specialized/central.
Functions: Deposits/lending/cheque.
Remittance/allied.
Social: Rural shift.
Example: SBI deposits.
2025: Fintech integration.
Economy stimulator.
Diverse needs met.

5. Analyze e-banking concept and benefits.

6 Marks Answer:

Concept: Virtual/internet channel.
Tools: ATM/EDI/EFT.
Benefits: 24/7, transparency.
Convenience, low cost.
Example: NEFT transfers.
Debate: Security risks.
Digital village.
Empowers users.

6. Discuss 5 I's with examples.

6 Marks Answer:

Intangibility: Doctor experience.
Inconsistency: Mobile customization.
Inseparability: ATM interaction.
Inventory: Train perishability.
Involvement: Fast food self-service.
Distinguishes services.
Tech mitigates.
Quality pre-purchase challenge.

7. Explain social shift in banking.

6 Marks Answer:

From urban/class to rural/mass.
Traditional to innovative.
Short to development objectives.
Example: Policy reorientation.
Public banks social focus.
2025: Inclusion via digital.
Broader access.
Economy balance.

8. Why business services vital?

6 Marks Answer:

Tough competition survival.
Stick to core, outsource.
Example: Funds from banks, transport raw materials.
India competitive edge.
Foreign operations transfer.
Globalized world.
Cost/quality gains.
Enables growth.

9. Discuss lending functions.

6 Marks Answer:

Loans/advances from deposits.
Overdrafts/cash credits.
Bill discounting/term loans.
Consumer credits.
Aids trade/industry.
Example: Petrol purchases.
Profit margin.
Economic activity.

10. How services differ in types?

6 Marks Answer:

Business: Enterprise aid.
Social: Goal pursuit (NGOs).
Personal: Vary by prefs.
Example: Insurance vs health care vs restaurant.
Voluntary vs paid.
Consistent vs inconsistent.
2025: Hybrid models.
Chapter focus: Business.

Tip: Diagrams for 5 I's; practice lines. Additional 30 Qs: Case variations, service scenarios.

Key Concepts - In-Depth Exploration

Core ideas with examples, pitfalls, interlinks. Expanded: All concepts with steps/examples/pitfalls for easy learning. Depth: Debates, analysis.

5 I's of Services

Steps: 1. Identify feature, 2. Link to example, 3. Manage challenge. Ex: Intangibility – doctor. Pitfall: Quality doubt. Interlink: Differences. Depth: Tech solutions.

Services vs Goods

Steps: 1. Compare basis, 2. Use table, 3. Apply case. Ex: Movie. Pitfall: Hybrid confusion. Interlink: Nature. Depth: E-commerce blur.

Business Services

Steps: 1. Classify types, 2. Link to enterprise, 3. Outsource. Ex: Banking. Pitfall: Over-dependence. Interlink: Competition. Depth: BPO growth.

Bank Types

Steps: 1. Categorize, 2. Match needs, 3. Regulate. Ex: RBI central. Pitfall: Sector mismatch. Interlink: Functions. Depth: Inclusion.

Bank Functions

Steps: 1. Accept deposits, 2. Lend, 3. Facilitate. Ex: Cheque. Pitfall: Risk ignore. Interlink: Economy. Depth: Digital shift.

e-Banking

Steps: 1. Access internet, 2. Select service, 3. Transact. Ex: NEFT. Pitfall: Cyber risks. Interlink: Convenience. Depth: UPI revolution.

Social Services

Steps: 1. Identify goal, 2. Provide voluntarily, 3. Cover costs. Ex: NGO. Pitfall: Sustainability. Interlink: Welfare. Depth: CSR link.

Personal Services

Steps: 1. Assess prefs, 2. Customize, 3. Deliver. Ex: Tourism. Pitfall: Inconsistency. Interlink: Involvement. Depth: Gig economy.

Perishability

Steps: 1. Match demand, 2. Use tech, 3. Minimize loss. Ex: Empty trains. Pitfall: Over-supply. Interlink: Inventory. Depth: Yield management.

Central Bank Role

Steps: 1. Supervise, 2. Control credit, 3. Govt banker. Ex: RBI. Pitfall: Inflation ignore. Interlink: Regulation. Depth: Monetary policy.

Deposit Mobilization

Steps: 1. Offer accounts, 2. Pay interest, 3. Lend out. Ex: Savings. Pitfall: Low uptake. Interlink: Lending. Depth: Financial inclusion.

Remittance

Steps: 1. Issue draft, 2. Transfer funds, 3. Collect. Ex: Pay order. Pitfall: Delays. Interlink: Allied. Depth: RTGS speed.

Advanced: Risk checklists, service feasibility. Pitfalls: Imbalance. Interlinks: To Ch3 enterprises. Real: Petrol agility. Depth: 12 concepts details. Examples: Real cases. Graphs: Bank flow. Errors: Static view. Tips: Steps evidence; compare tables (5 I's/banks).

Solved Examples - From Text with Simple Explanations

Expanded with evidence, calcs; focus on applications, analysis. Added 5 I's application, bank mapping.

Example 1: Petrol Pump Services

Simple Explanation: Ecosystem integration.

Step 1: Transport from refinery.
Step 2: Warehouse at depots.
Step 3: Communicate orders.
Step 4: Bank loans.
Step 5: Insure risks.
Simple Way: Chain links business.

Example 2: 5 I's in Train Journey

Simple Explanation: Feature application.

Step 1: Intangibility – experience only.
Step 2: Inconsistency – custom seats.
Step 3: Inseparability – on-time presence.
Step 4: Inventory – can't store trip.
Step 5: Involvement – book prefs.
Simple Way: Live event vs ticket.

Example 3: Bank Deposit Cycle

Simple Explanation: Fund flow.

Step 1: Accept savings/current.
Step 2: Pay interest/restrictions.
Step 3: Lend as loans.
Step 4: Earn margin.
Step 5: Economic boost.
Simple Way: Save → lend loop.

Example 4: e-Banking Transaction

Simple Explanation: Digital process.

Step 1: Login app.
Step 2: Select NEFT.
Step 3: Enter details.
Step 4: Confirm transfer.
Step 5: Instant/receipt.
Simple Way: Phone bill pay.

Example 5: Social Services in NGO

Simple Explanation: Goal pursuit.

Step 1: Identify need (health).
Step 2: Provide voluntarily.
Step 3: Cover costs via donations.
Step 4: Measure impact.
Step 5: Sustain programs.
Simple Way: Community aid chain.

Example 6: Inconsistency in Mobile

Simple Explanation: Customization.

Step 1: Customer demand vary.
Step 2: Alter plans (data/voice).
Step 3: Meet requirements.
Step 4: Ensure satisfaction.
Step 5: Retain loyalty.
Simple Way: Tailor-fit service.

Tip: Practice self-assess; troubleshoot (e.g., perishability). Added for banks, e-banking.

Quick Revision Notes & Mnemonics

Concise, easy-to-learn summaries for all subtopics. Structured in tables for quick scan: Key points, examples, mnemonics. Covers definitions, 5 I's, differences, types, banks, e-banking. Bold key terms; short phrases for fast reading.

Subtopic	Key Points	Examples	Mnemonics/Tips
Definitions	Services: Intangible want satisfaction, no ownership. Goods: Tangible, ownership transfer.	Doctor advice vs medicine; ice cream eat vs buy.	ISO (Intangible Satisfaction Only). Tip: "Experience, not Own".
5 I's (Nature)	Intangibility: No touch. Inconsistency: Customized. Inseparability: Simultaneous. Inventory Less: Perishable. Involvement: Participation.	Doctor; mobile; ATM; train; fast food.	II IIL I (Intang, Incons, Insep, Inv Less, Invol). Tip: "I Can't Inventory Involved Interactions".
Differences	Nature: Activity vs object. Intangibility: Experiential vs tangible. Inseparability: Now vs later. Inventory: Can't vs can. Involvement: Yes vs no.	Movie hall vs cassette; restaurant vs store.	NTIII (Nature, Tang, Incons, Insep, Inv, Invol). Tip: Table scan – Services "I" heavy.
Types of Services	Business: Enterprise aid (banking etc.). Social: Voluntary welfare. Personal: Customized prefs.	Petrol banking; NGO health; tourism.	BSP (Business, Social, Personal). Tip: Pyramid – Base business, top personal.
Bank Types	Commercial: Public/private deposits. Cooperative: Rural credit. Specialized: Niche (EXIM). Central: RBI regulates.	SBI; agri loans; industrial; currency control.	CCSC (Comm, Coop, Spec, Cent). Tip: "Clever Cats Save Coins" – Diverse needs.
Bank Functions	Deposits: Current/savings/fixed. Lending: Loans/overdrafts. Cheque/Remittance: Facility/drafts. Allied: Lockers/underwriting.	Savings interest; term loans; bearer cheque; bill pay.	DLCA (Dep, Lend, Cheque, Allied). Tip: Cycle – Deposit → Lend → Economy.
e-Banking	Concept: Internet/virtual transactions. Tools: ATM/PoS/EDI/NEFT/RTGS. Benefits: 24/7, transparency, convenience.	Online transfer; UPI pay; anytime access.	NET (NEFT, EFT, Tools). Tip: "Electronic Ease" – Digital village.
Petrol Case & Importance	Importance: Enables flow (transport etc.). Petrol: Tankers/Depots/Telecom/Banks/Insurance.	Refinery to pump chain.	TWBI (Trans, Ware, Bank, Ins). Tip: "Services Fuel Business".

Overall Tip: Use II IIL I - CCSC - BSP for full scan (5 mins). Flashcards: Front (term), Back (points + mnemonic). Print table for wall revision. Covers 100% chapter – easy for exams!

Key Terms & Processes - All Key

Expanded table 30+ rows; quick ref. Added advanced (e.g., UPI, fintech).

Term/Process	Description	Example	Usage
Services	Intangible activity	Doctor	Experience
Goods	Tangible ownership	Medicine	Store
Intangibility	No touch	Treatment	Trust
Inconsistency	Customized	Mobile	Flex
Inseparability	Simultaneous	ATM	Interact
Inventory Less	Perishable	Train	Demand
Involvement	Participation	Fast food	Modify
Business Services	Enterprise aid	Banking	Compete
Social Services	Voluntary goals	NGO	Welfare
Personal Services	Custom prefs	Tourism	Individual
Commercial Banks	Deposits/lending	SBI	Credit
Cooperative Banks	Rural credit	Agri	Members
Specialized Banks	Niche aid	EXIM	Sector
Central Bank	Regulates	RBI	Policy
Current Account	Free withdrawals	Business	Transact
Savings Account	Interest restricted	Individuals	Save
Fixed Deposit	Time higher interest	Invest	Long
e-Banking	Internet transact	ATM	Digital
NEFT	Batch transfer	Payments	Low cost
RTGS	Instant high value	Urgent	Speed
Fintech	Tech finance	UPI	2025
UPI	Unified payments	PhonePe	Contactless
Cheque Facility	Withdrawal instrument	Bearer	Exchange
Remittance	Fund transfer	Draft	Branch
Allied Services	Lockers/underwriting	Bill pay	Utility
Perishability	Can't store	Journey	Match
Customization	Customer alter	Plans	Incons
Banking Regulation Act	Governs commercial	1949	Accept lend
Social Objectives Banking	Rural/mass shift	Policy	Inclusion
Overdraft	Short term loan	Credit	Lending
EDI	Electronic data interchange	e-Bank	Trade
PoS	Point of sale	Card	Retail
Digital Cash	Electronic money	EFT	Cashless
Petrol Ecosystem	Services chain	Tanker depot	Integrate
BPO	Business process outsourcing	India	Global