RAYAT-BHARA

A SUMMER TRAINING REPORT ON STUDY ON CUSTOMER PRECEPTION TOWARDS FIANCIAL SERVICES PROVIDED BY BANK

In partial fulfill !nt "f t#! R!$uir! !nt% f"r t#! a&ar' "f D!(r!! "f

Ma%t!r "f Bu%in!%% A' ini%trati"n

SUBMITTED TO )* Dr+ O+P+MID,A

SUBMITTED BY)* RA-ES, KUMAR ROLL NO*./01023 MBA 4r' SEM DEPARTMENT OF MANAGEMENT

RAYAT B,ARA INSTITUTE OF MANAGEMENT MO,ALI 5/6./*.17

CERTIFICATE

ACKNOWLEDGEMENT
A work is never a work of an individual. I owe a sense of gratitude to the intelligence and co-operation of those people who had been so easy to let needed fro ti e to ti e for co pletion of this e!clusive pro"ect. y heartiest thanks to entire fa ily of PNB BANK anager$ who provided e such a wonderful #irst of all$ I would like to pay opportunity to do %u It gives for ei e understand what I

especially Mr+ -+C+B,ARIA8 Branch

er Training and provided their valuable suggestions in y heartfelt thanks to Mr+ y su er training in sustained

understanding the work of Research &ro"ect. ense pleasure and privilege in e!tending anage ent and per itting for her de!terous KUL-EET SING, for giving asters in business SAGOO e the opportunity to study in this estee ed institute e to take y pro"ect guide M%+ inspiration$

&'()AB (ATI*(A+ BA(,$-TA+.ARA BRA(/H0 and NAVREET guidance$

encourage ent and keen interest during the course of research pro"ect and in successful co pletion of the report. Ia uch beholden and do not find words sufficient enough to e!press deep sense of y respected and loving par!nt%$ fri!n'% and oral y study for their forthright help$ inspiration and untiring

gratitude and appreciations to r!%p"n'!nt% of

support which went a long way in successful co pletion of the pro"ect. (o one can be forgotten but everyone ay not be entioned.

Dat!)

5RA-ES, KUMAR7

DECLARATION
I undersigned hereby declare that the su fulfill ent for the degree of BA(, 7 is a result of er training pro"ect report sub itted to y

college RAYAT BHARA I(%TIT'T1 *# 2A(A3121(T -2*HA+I0 .In partial aster of business ad inistration on 4%T'5Y *( /'%T*21R &R1/1&TI*( T*.AR5% #IA(/IA+ %1R6I/1% &R*6I515 BY y own work under continuous guidance and kind coe ber 2s. (A6R11T %A3**. I have not operation of our college faculty

sub itted this training report to any other university for the award of degree.

RA-ES, KUMAR 8888888888888888888888 -student9s na e : signature0 ;<=>=?@ 8888888888888888888888 -university roll no.0 5ateA 888888888888

PREFACE
This pro"ect is based on the STUDY OF CUSTOMER PRECEPTION

TOWARDS FIANCIAL SERVICES PROVIDED BY BANK regarding

the custo er perception regarding the services provided by the bank$ various deposit sche es$ loan facilities provided by bank financial structure of the bank and the working capital of the bank. I have done y %u er Internship &ro"ect fro y %u er Internship Training. e to apply theoretical knowledge into practical aspects on 4 PNB BANK TALWARA BRANC,9+ 5uring

This pro"ect work helped

collected data which was a worthy e!perience and during the discussion with co pany guide I realiBed that how i portant the pro"ect report is for the co pany and e. I also realiBed how tea work$ goal orientation and anaging interpersonal relationships are integral part of professional lifeC therefore this will definitely help e to develop Dualities reDuired for e!ecutive. In addition$ I understood products of y co pany and its targeted custo ers. Also I got infor ation what are the basic categories of bank products. 2ore than ?EF of the custo ers were satisfied with location and condition of the Bank and a!i u ore than GEF were satisfied with the process of disburse ent$ but of the custo ers were dissatisfied with the behavior of the e ployees$ they y findings I found that this behavior of which they got stressed. I one branch to

give suggestions to that the &(B Bank e ployees should change and i prove their behavior towards their custo ers$ fro reco e ployees is due to daily routine work load fro

end the bank to change the location of the e ployees fro ore and

another and give the

ore incentives and also to e ploy

ore

e ployees fro

which work load gets less and the e ployees will not feel any ore nu ber of branches and the interest rates

pressure and they will not feel any stress. 2ost of the custo ers choose &(B Bank because of si ple procedures and good about &(B bank. regarding their business was suitable according to the . 2ost of the custo ers rank

C,APTER .

1.1 INTRODUCTION TO BANKING IN INDIA

The banking section will navigate through all the aspects of the Banking %yste in India. It will discuss upon the atters with the birth of the banking concept in the country to new players adding their na es in the industry in co ing few years. The banker of all banks$ Reserve Bank of India -RBI0$ the Indian Banks Association -IBA0 and top <E banks like I5BI$ H%B/$ I/I/I$ AB( A2R*$ etc. has been well defined under three separate heads with one page dedicated to each bank. However$ in the introduction part of the entire banking cos os$ the past has been well e!plained under three different heads na elyA History of Banking in India (ationaliBation of Banks in India %cheduled /o ercial Banks in India The first deals with the history part since the dawn of banking syste in India. 3overn ent took a"or step in the ;H@H to put the banking sector into syste s and it nationaliBed ;> private banks in the entioned year. This has been elaborated in (ationaliBation Banks in India. The last but not the least e!plains about the scheduled and unscheduled banks in India. %ection >< -@0 -a0 of RBI Act ;HI> lays down the condition of scheduled co ercial banks. The description along with a list of scheduled co ercial banks are given on this page

1.1.1

HISTORY OF BANKING IN INDIA

.ithout a sound and effective banking syste in India it cannot have a healthy econo y. The banking syste of India should not only be hassle free but it should be able to eet new challenges posed by the technology and any other e!ternal and internal factors. #or the past three decades IndiaJs banking syste has several outstanding achieve ents to its credit. The ost striking is its e!tensive reach. It is no longer confined to only etropolitans or cos opolitans in India. In fact$ Indian banking syste has reached even to the re ote corners of the country. This is one of the ain reasons of IndiaJs growth process. The govern entJs regular policy for Indian bank since ;H@H has paid rich dividends .ith the nationaliBation of ;> a"or private banks of India. (ot long ago$ an account holder had to wait for hours at the bank counters for getting a draft or for withdrawing his own oney. Today$ he has a choice. 3one are days when the ost efficient bank transferred oney fro one branch to other in two days. (ow it is si ple as instant essaging or dials a piBBa. 2oney has beco e the order of the day. The first bank in India$ though conservative$ was established in ;=?@. #ro ;=?@ till today$ the "ourney of Indian Banking %yste can be segregated into three distinct phases. They are as entioned belowA

1arly phase fro ;=?@ to ;H@H of Indian Banks (ationaliBation of Indian Banks and up to ;HH; prior to Indian banking sector Refor s. (ew phase of Indian Banking %yste with the advent of Indian #inancial : Banking %ector Refor s after ;HH;.

To ake this write-up &hase III. P#a%! I

ore e!planatory$ I prefi! the scenario as &hase I$ &hase II and

The 3eneral Bank of India was set up in the year ;=?@. (e!t ca e Bank of Hindustan and Bengal Bank. The 1ast India /o pany established Bank of Bengal -;?EH0$ Bank of Bo bay -;?>E0 and Bank of 2adras -;?>I0 as independent units and called it &residency Banks. These three banks were a alga ated in ;H<E and I perial Bank of India was established which started as private shareholders banks$ ostly 1uropeans shareholders. In ;?@G Allahabad Bank was established and first ti e e!clusively by Indians$ &un"ab (ational Bank +td. was set up in ;?H> with headDuarters at +ahore. Between ;HE@ and ;H;I$ Bank of India$ /entral Bank of India$ Bank of Baroda$ /anara Bank$ Indian Bank$ and Bank of 2ysore were set up. Reserve Bank of India ca e in ;HIG. 5uring the first phase the growth was very slow and banks also e!perienced periodic failures between ;H;I and ;H>?. There were appro!i ately ;;EE banks$ ostly s all. To strea line the functioning and activities of co ercial banks$ the 3overn ent of India ca e up with The Banking /o panies Act$ ;H>H which was later changed to Banking Regulation Act ;H>H as per a ending Act of ;H@G -Act (o. <I of ;H@G0. Reserve Bank of India was vested with e!tensive powers for the supervision of banking in India as the /entral Banking Authority. 5uring those day9s public has lesser confidence in the banks. As an after ath deposit obilisation was slow. Abreast of it the savings bank facility provided by the &ostal depart ent was co paratively safer. 2oreover$ funds were largely given to traders. P#a%! II 3overn ent took a"or steps in this Indian Banking %ector Refor after independence. In ;HGG$ it nationaliBed I perial Bank of India with e!tensive banking facilities on a large scale especially in rural and se i-urban areas. It for ed %tate Bank of India to act as the principal agent of RBI and to handle banking transactions of the 'nion and %tate 3overn ents all over the country. %even banks for ing subsidiary of %tate Bank of India was nationaliBed in ;H@E on ;Hth )uly$ ;H@H$ a"or process of nationaliBation was carried out. It was the effort of the then &ri e 2inister of India$ 2rs. Indira 3andhi. ;> a"or co ercial banks in the country were nationaliBed. %econd phase of nationaliBation Indian Banking %ector Refor was carried out in

;H?E with seven ore banks. This step brought ?EF of the banking seg ent in India under 3overn ent ownership. The following are the steps taken by the 3overn ent of India to Regulate Banking Institutions in the /ountryA

;H>HA 1nact ent of Banking Regulation Act. ;HGGA (ationaliBation of %tate Bank of India. ;HGHA (ationaliBation of %BI subsidiaries. ;H@;A Insurance cover e!tended to deposits. ;H@HA (ationaliBation of ;> a"or banks. ;H=;A /reation of credit guarantee corporation. ;H=GA /reation of regional rural banks. ;H?EA (ationaliBation of seven banks with deposits over <EE crore.

After the nationaliBation of banks$ the branches of the public sector bank India rose to appro!i ately ?EEF in deposits and advances took a huge "u p by ;;$EEEF. Banking in the sunshine of 3overn ent ownership gave the public i plicit faith and i ense confidence about the sustainability of these institutions. P#a%! III this phase has introduced any ore products and facilities in the banking sector in its refor s easure. In ;HH;$ under the chair anship of 2 (arasi ha $ a co ittee was set up by his na e which worked for the liberalisation of banking practices. The country is flooded with foreign banks and their AT2 stations. 1fforts are being put to give a satisfactory service to custo ers. &hone banking and net banking is introduced. The entire syste beca e ore convenient and swift. Ti e is given ore i portance than oney. The financial syste of India has shown a great deal of resilience. It is sheltered fro any crisis triggered by any e!ternal acroecono ics shock as other 1ast Asian /ountries suffered. This is all due to a fle!ible e!change rate regi e$ the foreign reserves are high$ the capital account is not yet fully convertible$ and banks and their custo ers have li ited foreign e!change e!posure.

1.1.2 The co

SCHEDULED COMMERCIAL BANKS IN INDIA ercial banking structure in India consists ofA %cheduled /o ercial Banks in India 'nscheduled Banks in India

%cheduled Banks in India constitute those banks which have been included in the %econd %chedule of Reserve Bank of India -RBI0 Act$ ;HI>. RBI in turn includes only those banks in this schedule which satisfy the criteria laid down vide section >< -@0 -a0 of the Act.

As on IEth )une$ ;HHH$ there were IEE scheduled banks in India having a total network of @>$H;? branches. The scheduled co ercial banks in India co prise of %tate bank of India and its associates -?0$ nationaliBed banks -;H0$ foreign banks ->G0$ private sector banks -I<0$ co-operative banks and regional rural banks. K%cheduled banks in IndiaK eans the %tate Bank of India constituted under the %tate Bank of India Act$ ;HGG -<I of ;HGG0$ a subsidiary bank as defined in the %tate Bank of India -%ubsidiary Banks0 Act$ ;HGH -I? of ;HGH0$ a corresponding new bank constituted under section I of the Banking /o panies -AcDuisition and Transfer of 'ndertakings0 Act$ ;H=E -G of ;H=E0$ or under section I of the Banking /o panies -AcDuisition and Transfer of 'ndertakings0 Act$ ;H?E ->E of ;H?E0$ or any other bank being a bank included in the %econd %chedule to the Reserve Bank of India Act$ ;HI> -< of ;HI>0$ but does not include a co-operative bankK. K(on-scheduled bank in IndiaK eans a banking co pany as defined in clause -c0 of section G of the Banking Regulation Act$ ;H>H -;E of ;H>H0$ which is not a scheduled bankK. T#! f"ll"&in( ar! t#! S:#!'ul!' Ban;% in In'ia 5Pu<li: S!:t"r7) %tate Bank of India %tate Bank of Bikaner and )aipur %tate Bank of Hyderabad %tate Bank of Indore %tate Bank of 2ysore %tate Bank of %aurashtra %tate Bank of Travancore Andhra Bank Allahabad Bank Bank of Baroda Bank of India Bank of 2aharashtra /anara Bank /entral Bank of India /orporation Bank 5ena Bank Indian *verseas Bank Indian Bank *riental Bank of /o erce &un"ab (ational Bank &un"ab and %ind Bank %yndicate Bank 'nion Bank of India 'nited Bank of India '/* Bank 6i"aya Bank T#! f"ll"&in( ar! t#! S:#!'ul!' Ban;% in In'ia 5Pri=at! S!:t"r7)

I(3 6ysya Bank +td A!is Bank +td Indusind Bank +td I/I/I Bank +td %outh Indian Bank H5#/ Bank +td /enturion Bank +td Bank of &un"ab +td I5BI Bank +td

T#! f"ll"&in( ar! t#! S:#!'ul!' F"r!i(n Ban;% in In'ia) A erican 1!press Bank +td. A(L 3ridlays Bank &lc. Bank of A erica (T : %A Bank of Tokyo +td. BanDuc (ationale de &aris Barclays Bank &lc /iti Bank (./. 5eutsche Bank A.3. Hongkong and %hanghai Banking /orporation %tandard /hartered Bank. The /hase 2anhattan Bank +td. 5resdner Bank A3.

1.1.3

BANKING SERVICES IN INDIA

.ith years$ banks are also adding services to their custo ers. The Indian banking industry is passing through a phase of custo ers arket. The custo ers have ore choices in choosing their banks. A co petition has been established within the banks operating in India. .ith stiff co petition and advance ent of technology$ the services provided by banks have beco e ore easy and convenient. The past days are witness to an hour wait before withdrawing cash fro accounts or a cheDue fro north of the country being cleared in one onth in the south. This section of banking deals with the latest discovery in the banking instru ents along with the polished version of their old syste s.

BANK ACCOUNT The ost co on and first service of the banking sector. There are different types of bank account in Indian banking sector. The bank accounts are as followsA

Bank %avings Account - Bank %avings Account can be opened for eligible person M persons and certain organiBations M agencies -as advised by Reserve Bank of India -RBI0 fro ti e to ti e0 Bank /urrent Account - Bank /urrent Account can be opened by individuals M partnership fir s M &rivate and &ublic +i ited /o panies M H'#s M %pecified Associates M %ocieties M Trusts$ etc. Bank Ter 5eposits Account - Bank Ter 5eposits Account can be opened by individuals M partnership fir s M &rivate and &ublic +i ited /o panies M H'#sM %pecified Associates M %ocieties M Trusts$ etc. Bank Account *nline - .ith the advance ent of technology$ the a"or banks in the public and private sector has faciliated their custo er to open bank account online. Bank account online is registered through a &/ with an internet connection. The advent of bank account online has saved both the cost of operation for banks as well as the ti e taken in opening an account.

PLASTIC MONEY /redit cards in India are gaining ground. A nu ber of banks in India are encouraging people to use credit card. The concept of credit card was used in ;HGE with the launch of charge cards in '%A by 5iners /lub and A erican 1!press. /redit card however beca e ore popular with use of agnetic strip in ;H=E. /redit card in India beca e popular with the introduction of foreign banks in the country. /redit cards are financial instru ents$ which can be used ore than once to borrow oney or buy products and services on credit. Basically banks$ retail stores and other businesses issue these. LOANS Banks in India with the way of develop ent have beco e easy to apply in loan arket. The following loans are given by al ost all the banks in the countryA &ersonal +oan /ar +oan or Auto +oan +oan against %hares Ho e +oan 1ducation +oan or %tudent +oan

In &ersonal +oan$ one can get a sanctioned loan a ount between Rs <G$EEE to ;E$ EE$EEE depending upon the profile of person applying for the loan. %BI$ I/I/I$ H5#/$ H%B/ are so e of the leading banks which deals in &ersonal +oan. Al ost all the banks have "u ped into the arket of car loan which is also so eti es ter ed as auto loan. It is one of the fast oving financial products of banks. /ar loan M auto loan are sanctioned to the e!tent of ?GF upon the e!-showroo price of the car with so e si ple paper works and a s all a ount of processing fee. +oan against shares is very easy to get because liDuid guarantee is involved in it. Ho e loan is the latest craBe in the banking sector with the develop ent of the infrastructure. (ow people are oving to township outside the city. 2ore nu ber of townships is co ing up to eet the de and of Jhouse for allJ. The RBI has also liberalised the interest rates of ho e loan in order to atch the repay ent capability of even iddle class people. Al ost all banks are dealing in ho e loan. Again %BI$ I/I/I$ H5#/$ H%B/ are leading. The educational loan$ rather to be ter ed as student loan$ is a good banking product for the ass. %tudents with certain acade ic brilliance$ studying at recognised collegesMuniversities in India and abroad are generally given education loan M student loan so as to eet the e!penses on tuition feeM aintenance costMbooks and other eDuip ent. MONEY TRANSFER Beside lending and depositing oney$ banks also carry oney fro one corner of the globe to another. This act of banks is known as transfer of oney. This activity is ter ed as re ittance business. Banks generally issue 5e and 5rafts$ BankerJs /heDues$ 2oney *rders or other such instru ents for transferring the oney. This is a type of Telegraphic Transfer or Tele /ash *rders. It has been only a couple of years that banks have "u ped into the oney transfer businesses in India. The international oney transfer arket grew H.IF fro <EEI to <EE> i.e. fro '%N<;I bn. to '%N<II bn. in <EE>. 1cono ists say that the arket of oney transfer will further grow at a cu ulative ;<.;F average growth rate through <EEH.

1.2

FUTURE OF BANKING IN INDIA

A healthy banking syste is essential for any econo y striving to achieve good growth and yet re ain stable in an increasingly global business environ ent. The Indian banking syste has witnessed a series of refor s in the past$ like deregulation of interest rates$ dilution of govern ent stake in &%Bs$ and increased participation of private sector banks. It has also undergone rapid changes$ reflecting a nu ber of underlying develop ents. This trend has created new co petitive threats as well as new opportunities. This paper ai s to foresee a"or future banking trends$ based on these past and current ove ents in the arket. 3iven the co petitive arket$ banking will -and to a great e!tent already has0 beco e a process of choice and convenience. The future of banking would be in ter s of integration. This is already beco ing a reality with new-age banks such as Y1% Bank$ and others too adopting a single-&I(. 3eography will no longer be an inhibitor. Technology will prove to be the differentiator in the short-ter but the dyna ic environ ent will soon lead to its saturation and what will ulti ately be the key to success will be a better relationship anage ent. ;.<.; OVERVIEW

If one were to say that the future of banking in India is bright$ it would be a gross understate ent. .ith the growing co petition and convergence of services$ the custo ers -you and I0 stand only to benefit ore to say the least. At the sa e ti e$ e ergence of a ultitude of co ple! financial instru ents is foreseen in the near future -the trend is visible in the current scenario too0 which is bound to confuse the custo er ore than ever unless she spends hours - aybe days0 to understand the sa e. Hence$ I see a growing trend towards the i portance of relationship anagers. The success -or failure0 of any bank would depend not only on tapping the untapped custo er base -fro other depart ents of the sa e bank$ custo ers of related si ilar institutions or those of the co petitors0 but also on the effectiveness in retaining the e!isting base. India has witness to a sea change in the way banking is done in the past ore than two decades. %ince ;HH;$ the Reserve Bank of India -RBI0 took steps to refor the Indian banking syste at a easured pace so that growth could be achieved without e!posure to any acro-environ ent and syste ic risks. %o e of these initiatives were deregulation of interest rates$ dilution of the govern ent stake in public sector banks -&%Bs0$ guidelines being issued for risk anage ent$ asset classification$ and provisioning. Technology has ade tre endous i pact in banking. OAnywhere banking9 and OAnytime banking9 have beco e a reality. The financial sector now operates in a ore co petitive environ ent than before and inter ediates relatively large volu e of international financial flows. In the wake of greater financial deregulation and global financial integration$ the biggest challenge before the regulators is of avoiding instability in the financial syste .

;.<.<

RISK MANAGEMENT

The future of banking will undoubtedly rest on risk anage ent dyna ics. *nly those banks that have efficient risk anage ent syste will survive in the arket in the long run. The effective anage ent of credit risk is a critical co ponent of co prehensive risk anage ent essential for long-ter success of a banking institution. Although capital serves the purpose of eeting une!pected losses$ capital is not a substitute for inadeDuate decontrol or risk anage ent syste s. /o ing years will witness banks striving to create sound internal control or risk anage ent processes. .ith the focus on regulation and risk anage ent in the Basel II fra ework gaining pro inence$ the post-Basel II era will belong to the banks that anage their risks effectively. The banks with proper risk anage ent syste s would not only gain co petitive advantage by way of lower regulatory capital charge$ but would also add value to the shareholders and other stakeholders by properly pricing their services$ adeDuate provisioning and aintaining a robust financial structure. OThe future belongs to bigger banks alone, as well as to those which have minimized their risks considerably.9

C,APTER /

2.1 INTRODUCTION

Pun>a< Nati"nal Ban; "f In'ia$ the first Indian bank started only with Indian capital$ was nationaliBed in )uly ;H@H and currently the bank has beco e a front-line banking institution in India with >G<G *ffices including >I< 1!tension /ounters. The corporate office of the bank is at (ew 5elhi. &un"ab (ational Bank of India has set up

representative offices at Al aty -,aBakhistan0$ %hanghai -/hina0 and in +ondon and a full fledged Branch in ,abul -Afghanistan0. &un"ab (ational Bank with >>H= offices and the largest nationaliBed bank is serving its I.G crore custo ers with the following wide variety of banking servicesA /orporate banking &ersonal banking Industrial finance Agricultural finance #inancing of trade International banking &un"ab (ational Bank has been ranked I?th a ongst top GEE co panies by The 1cono ic Ti es. &(B has earned Hth position a ong top GE trusted brands in India. &un"ab (ational Bank India aintains relationship with ore than <EE leading international banks world wide. &(B India has Rupee 5rawing Arrange ents with ;G e!change co panies in 'A1 and ; in %ingapore.

/+.+. ,ISTORY OF T,E BANK Pun>a< Nati"nal Ban; -&(B0 was registered on 2ay ;H$ ;?H> under the Indian /o panies Act with its office in Anarkali BaBaar +ahore. The Bank is the second largest govern ent-owned co ercial bank in India with about >$GEE branches across =@> cities. It serves over I= illion custo ers. The bank has been ranked <>?th biggest bank in the world by Bankers Al anac$ +ondon. The bankJs total assets for financial year <EE= were about '%N@E billion. &(B has a banking subsidiary in the ',$ as well as branches in Hong ,ong and ,abul$ and representative offices in Al aty$ 5ubai$ *slo$ and %hanghai. ;?HGA &(B co enced its operations in +ahore. &(B has the distinction of being the first Indian bank to have been started solely with Indian capital that has survived to the present. -The first entirely Indian bank$ the *uch /o ercial Bank$ was established in ;??; in #aiBabad$ but failed in ;HG?.0 &(BJs founders included several leaders of the %wadeshi ove ent such as 5yal %ingh 2a"ithia and +ala Har,ishen +al$P;Q +ala +alchand$ %hri ,ali &rosanna Roy$ %hri 1./. )essawala$ %hri &rabhu 5ayal$ Bakshi )aishi Ra $ and +ala 5holan 5ass. +ala +a"pat Rai was actively associated with the anage ent of the Bank in its early years. ;HE>A &(B established branches in ,arachi and &eshawar. ;H>EA &(B absorbed Bhagwan 5ass Bank$ a scheduled bank located in 5elhi circle. ;H>=A &artition of India and &akistan at Independence. &(B lost its pre ises in +ahore$ but continued to operate in &akistan. ;HG;A &(B acDuired the IH branches of Bharat Bank -est. ;H><0C Bharat Bank beca e Bharat (idhi +td. ;H@;A &(B acDuired 'niversal Bank of India. ;H@IA The 3overn ent of Bur a nationaliBed &(BJs branch in Rangoon -Yangon0.

%epte ber ;H@GA After the Indo-&ak war the govern ent of &akistan seiBed all the offices in &akistan of Indian banks$ including &(BJs head office$ which ay have oved to ,arachi. &(B also had one or ore branches in 1ast &akistan -Bangladesh0. ;H@EsA &(B a alga ated Indo /o ercial Bank -est. ;HII0 in a rescue. ;H@HA The 3overn ent of India -3*I0 nationaliBed &(B and ;I other a"or co ercial banks$ on )uly ;H$ ;H@H. ;H=@ or ;H=?A &(B opened a branch in +ondon. ;H?@ The Reserve Bank of India reDuired &(B to transfer its +ondon branch to %tate Bank of India after the branch was involved in a fraud scandal. ;H?@A &(B acDuired Hindustan /o ercial Bank -est. ;H>I0 in a rescue. The acDuisition added HindustanJs ;>< branches to &(BJs network. ;HHIA &(B acDuired (ew Bank of India$ which the 3*I had nationaliBed in ;H?E. ;HH?A &(B set up a representative office in Al aty$ ,aBakhstan. <EEIA &(B took over (edungadi Bank$ the oldest private sector bank in ,erala. Rao Bahadur T.2. Appu (edungadi$ author of ,undalatha$ one of the earliest novels in 2alayala $ had established the bank in ;?HH. It was incorporated in ;H;I$ and in ;H@G had acDuired selected assets and deposits of the /oi batore (ational Bank. At the ti e of the erger with &(B$ (edungadi BankJs shares had Bero value$ with the result that its shareholders received no pay ent for their shares. &(B also opened a representative office in +ondon. <EE>A &(B established a branch in ,abul$ Afghanistan. &(B also opened a representative office in %hanghai. &(B established an alliance with 1verest Bank in (epal that per its igrants to transfer funds easily between India and 1verest BankJs ;< branches in (epal. <EEGA &(B opened a representative office in 5ubai. <EE=A &(B established &(BI+ - &un"ab (ational Bank -International0 - in the ',$ with two offices$ one in +ondon$ and one in %outh Hall. %ince then it has opened a third branch in +eicester$ and is planning a fourth in Bir ingha . 3atin 3upta beca e /hair en of &un"ab (ational Bank. <EE?A &(B opened a branch in Hong ,ong. <EEHA &(B opened a representative office in *slo$ (orway.

/+.+/ AC,IEVEMENTS &un"ab (ational Bank announced its R;#Y<E;E results on <H )uly <EEH$ delivering @<F y-o-y growth in net profits to Rs?I< crore -RsG;<cr0$ substantially ahead of e!pectations on account of large treasury gains$ apart fro healthy operating perfor ance.

.hile the bank9s deposit growth was reasonably robust at >.>F seDuentially and <@.GF y-o-y$ unlike the peers its growth in advances also re ained strong at I?F y-o-y. In spite of being at the forefront of &+R cuts$ the bank posted a healthy growth in (et Interest Inco e -(II0 of <HF y-o-y. *ther Inco e surged ;;IF y-o-y$ driven by strong treasury gains of RsIGG crore during the Duarter in line with industry trends$ even as #ee inco e was also robust at >GF y-o-y$ on the back of strong balance sheet growth. *perating e!penses were higher than e!pected on account of Rs;GE crore of provisions for i inent wage hikes. 3ross and (et (&A ratios re ained stable seDuentially at ;.?F and E.<F$ with the bank not adopting the guidelines of treating floating provisions as part of tier < capital instead of ad"usting against (&As on e!press per ission fro the RBI.

/+/ VISION AND MISSION Vi%i"n To evolve and position the bank as a world class$ progressive$ cost effective and custo er friendly institution providing co prehensive financial and related services.

Integrating frontiers of technology and serving various seg ents of society especially weaker section.

/o ited to e!cellence in serving the public and also e!celling in corporate values

Mi%%i"n

To provide e!cellent professional services and i prove its position as a leader in financial and related services.

Build and

aintain a tea

of

otivated workforce with high work ethos.

'se latest technology ai ed at custo er satisfaction and act as an effective catalyst for socio econo ic develop ent.

/+4 VALUES AND ET,ICS Bonding and Integrity

1thical conduct

&eriodic disclosure

/onfidentiality and fair dealing

/o pliance with rules and regulations

/+1 PRODUCTS AND SERVICES Sa=in(% Fun' A::"unt * Total #reedo 6idyarthi %# Account$ &(B 2itra %# %alary Account$ &(B &rudent %weep$ &(B

A::"unt Curr!nt A::"unt * &(B 6aibhav$ &(B 3aurav$ &(B % art Roa er Fi?!' D!p"%it S:#! !% * %pectru #i!ed 5eposit %che e$ Anupa 2ahabachat %che es$ 2ulti Benefit 5eposit Account$

S:#! ! Cr!'it S:#! !% * #le!ible Housing +oan$ /ar #inance$ &ersonal +oan$ /redit /ards S":ial Ban;in( * 2ahila 'dya Trust (idhi %che e$ ,rishi /ard$ &(B #ar ers .elfare

C"rp"rat! Ban;in( * 3old /ard sche e for e!porters$ 1SI2 finance Bu%in!%% S!:t"r * &(B ,arigar credit card$ &(B ,ushal 'dha i$ &(B &ragati 'dha i$ &(B 6ikas 'dha i Apart fro these$ and the &(B also offers locker facilities$ senior citiBens sche es$ &&# sche es and various 1-services.

/+@ AWARDS AND DISTINCTIONS

Ranked a ong top GE co panies by the leading financial daily$ 1cono ic Ti es. Ranked as I<Ird biggest bank in the world by Bankers Al anac -)anuary <EE@0$ +ondon. 1arned Hth place a ong IndiaJs 2ost Trusted top GE service brands in 1cono ic Ti es- A./ (ielson %urvey. Included in the top ;EEE banks in the world according to The Banker$ +ondon. 3olden &eacock Award for 1!cellence in /orporate 3overnance <EEG by Institute of 5irectors. #I//IJs Rural 5evelop ent Award for 1!cellence in Rural 5evelop ent T <EEG

/+3 ORGANIAATIONAL STRUCTURE

H1A5 *##I/1 =$ BHI,A)I /A2A &+A/1$ (1.51+HI-@@

L*(A+ *##I/1% -<G0

R13I*(A+ *##I/1% ->?0

BRA(/H1% ->G<G0

S W O T ANALYSIS
Str!n(t#
W!a;n!%% Opp"rtuniti!% T#r!at%

+et9s analyBe %.*T in order to know as to where the co pany stands

/+0 SWOT ANALYSIS

STRENGT,

 .ide network +arge nu ber of custo ers #ast adaptability to technology Brand i age

WEAKNESS

/asual behaviour /orruption and red tapis %low decision High gross (&A aking due to large hierarchy

OPPORTUNITIES

 Ho e to ho e banking services 5iversification towards other fields 3lobaliBation

T,REATS

%tiff co petition fro

%BI and other private players.

C,APTER 4

4+. CUSTOMER SATISFACTION

/usto er satisfaction refers to the e!tent to which custo ers are happy with the products and services provided by a business. /usto er satisfaction levels can be Duestionnaires easured using survey techniDues and

DEFINITIONS)
D!finiti"n .) /usto er satisfaction is eDuivalent to service perfor ance eets custo er e!pectations. aking sure that product and

D!finiti"n /) /usto er satisfaction is the perception of the custo er that the outco e of a business transaction is eDual to or greater than hisMher e!pectation. D!finiti"n 4) /usto er satisfaction occurs when acDuisition of products andMor services provides a ini u negative departure fro e!pectations when co pared with other acDuisitions.

3aining high levels of custo er satisfaction is very i portant to a business because satisfaction custo ers are There are value for ost likely to be loyal and to ake repeat orders and to use a wide range of services offered by a business any factors which lead in high levels of custo er satisfaction including. oney. ost likely to &roducts and services which are custo er focused and hence provide high levels of

.hat is clear about custo er satisfaction is that custo ers are appreciate the goods and services that they buy if they are produced for the or for people like the .

ade to feel special. This

occurs when they feel that the products and services that they buy have been specially

4+/ BENEFITS OF CUSTOMER SATISFACTION

The i portance of custo er satisfaction and support is increasingly beco ing a vital business issue as organiBation realiBe the benefits of /usto er Relationship 2anage ent -/R20 for providing effective custo er service. &rofessionals working within custo er-focused business or those running call centers or help desks$ need to keep infor ed about the latest custo er satisfaction techniDues for running a valuable

custo er service function. #ro

s all custo er service depart ents to large call business growth.

centers$ the i portance of developing a valued relationship with custo ers using /R2 is essential to support custo er and long-ter W#at D" Cu%t" !r% WantB Before we begin to create tools to what our custo ers e!pect fro 1!pressed I plied E?pr!%%!' /usto er 1!pectations are those reDuire ents that are written down n the contract and agreed upon by both parties for e!a ple$ product specifications and delivery reDuire ents. %upplier9s perfor ance against these reDuire ents is the ite s directly easurable. ost of easure the level of satisfaction$ it is i portant to develop a clear understanding of what e!actly the custo er wants. .e need to know the products and services we provide. /usto er e!pectations have two types T

I pli!' /usto er 1!pectations are not written or spoken but are the ones the custo er would Oe!pect9 the supplier to co petent to solve a proble There are on the spot. eet nevertheless. #or e!a ple$ a custo er to be knowledgeable and would e!pect the service representative who calls on hi

any reasons why custo er e!pectations are likely to change overti e.

&rocess i prove ents$ advent of new technology$ changes in custo er9s priorities$ i proved Duality of service provided by co petitors are "ust a few e!a ples. The custo er is always right. %upplier9s "ob is to provide the custo er what heMshe wants$ when heMshe wants it. /usto er satisfaction is custo er9s perception that a supplier has et or e!ceeded their e!pectations.

4+4 W,AT CONSTITUTES SATISFACTIONB

.e cannot create custo er satisfaction "ust by reDuire ents fully because these have to be certain to create dissatisfaction

eeting custo er9s

et in any case. However failing short is

Ma>"r Attri<ut!% "f :u%t" !r %ati%fa:ti"n in <an;in( in'u%trC :an <! %u ariD!' a%) &roduct Duality &re iu *utflow

Return on Invest ent %ervices Responsiveness and ability to resolve co plaints and re"ect reports. *verall co unication$ accessibility and attitude.

W,AT ARE T,E TOOLSB /usto er e!pectations can be identified using various &eriodic contract reviews 2arket research Telephonic interviews &ersonal visits .arranty records Infor al discussions %atisfaction surveys ethods such asA

5epending upon the custo er base and available resources$ we can choose a ethod that is co bination of ost effective in easuring the custo er9s perceptions. The purpose of ust develop a ethod or the e!ercise is to identify priorities for i prove ents. .e

ethods that helps to continually i prove service.

4+1 CUSTOMER SATISFACTION SURVEYS

#or al survey has e erged as by far the best satisfaction. The survey are not ethod of periodically the custo er arketing tools but an infor ationUgaining tool.

1nough ho ework needs to be before e barking on the actual survey. This includesA 5efining *b"ectives of the %urvey 5esign %urvey approach 5evelop Duestionnaires and for s Ad inister %urvey -1 ail$ Telephone or &ost0 2ethod of co piling data and analyBing the findings #or at of the report to present the findings There is no point in asking irrelevant Duestions on a custo er satisfaction Duestionnaire. The basic purpose is to find out what we are doing right or wrong. .here is the scope for i prove ent$ where do we stand vis-V-vis other suppliers. How we can serve the custo er betterW A :u%t" !r %ati%fa:ti"n f"ll"&in( "<>!:ti=!%) I portance to custo ers -/usto ers priorities0 /usto er9s perception of supplier9s perfor ance Your perfor ance relative to custo er9s priorities. &riorities for i prove ent !a%ur! !nt %ur=!C %#"ul' at l!a%t i'!ntifC t#!

%urvey for s should be easy to fill out with co plete the Duestions. Yet they sufficiently reliable for

ini u

a ount of ti e and efforts

on custo er9s part. They should be designed to actively encourage the custo er to ust provide accurate data should also be aking. This can be achieved by anage ent decision

incorporating ob"ective type Duestions where custo er has to 4rate7 on scale of say ;

to ;E. #or repeated surveys$ you could provide the rating that was previously accorded by the custo er. This works like a reference point for the custo er. %pace should always be provided for the custo ers own opinions this enables the to state any additional reDuire ents or report any shortco ings that are not covered by the ob"ective Duestions. (or ally$ we deal various personnel at various levels in the custo er9s organiBationUthe buyer$ user$ receiving inspector$ finance and purchase person etc. surveying a nu ber of respondents for each custo er gives a co plete perspective of custo er satisfaction. It of the . Respondents ust be provided a way to e!press the i portance they attach to ay be necessary to device a different Duestionnaire for each

various survey para eters. Respondents should be asked to give a weighting factor$ again on a rating scale of say$ ; to ;E$ for each reDuire ent. This gives a better indication of relative i portance of each para eter towards overall custo er satisfaction and akes it easier for suppliers to prioritiBe their action plans by co paring the perfor ance rating -scores0 with i portance rating -weighing0.

C,APTER 1

1+. CONSUMER RESEARC, IN DIFFERENT DISCIPLINES A considerable body of literature e!ists on consu ption$ consu er behaviour and consu er decision aking process. 2ost of the consu er research focused on adopter categories$ habits$ attitudes and intentions rather that on actually easuring the satisfaction level with the service.

1+.+. CONSUMER SATISFACTION PROCESS The para ount goal of buying behaviour. arketing is to understand the custo er and to influence

The process can be depicted as followsA (eed recognition- realiBation of the difference between the desired and the current situation that serves as a trigger for entire process. %earch for infor ation. &re purchase alternative evaluation. /onsu ption-utiliBation of the procured option0 &ost purchase alternative re-evaluation. 5ivest ent-disposal of the unconsu ed product and it9s re nants0

1+/ WAYS FOR MAINTAINING RELATIONS WIT, T,E ADOPTED BY PNB

CUTOMERS

The ability of the banking industry to achieve the socio-econo ic ob"ectives and in the process bringing ore and ore custo ers into its fold will ulti ately depend on the satisfaction of the custo ers. .e have a strong belief that a satisfied custo er is the fore ost factor in developing our business.

A need was felt by us at &un"ab (ational Bank that in order to beco e ore custo ers friendly the Bank should co e out with /harter of its services for the custo ers. /itiBensJ /harter concept was considered as a base instru ent to fill this need and accordingly this docu ent was prepared. This docu ent was ade in consultation with the users and highlights our BankJs co it ents towards the custo er satisfaction$ thus ensuring accountability and responsibility a ongst its officials and staff. This /ode for custo ers not only e!plains our co it ent and responsibilities along with the redressed ethods but also specifies the obligation on the part of custo ers for healthy practices in /usto er-Banker relationships. This is not a legal docu ent creating rights and obligations. The /ode has been prepared to pro ote fair banking practices and to give infor ation in respect of various activities relating to custo er service. .e wish to acknowledge the initiative taken by the 2inistry of #inance$ 3overn ent of India and 2inistry of Ad inistrative Refor s and &ublic 3rievances for encouraging us to bring out this /ode. .e aintain constant consultations with our clientele through various %e inars$ /usto er 2eets$ etc. to evaluate i prove and widen the range of service to custo er. However$ all our custo ers are reDuested to keep us infor ed of their e!periences about the various services rendered by the Bank and feel free to co ent on this /ode. .e intend to bring it out in any Regional +anguages in subseDuent years.

COMMON PRACTICES FOLLOWED BY PNB BRANC,ES

X 5isplay business hours. X Render courteous services. X Attend to all custo ers present in the banking hall at the close of business hours. X &rovide separate J1nDuiryJ or J2ay I help youJ counter at large branches. X *ffer no ination facility to all deposit accounts -i.e. account opened in individual capacity0 and all safe deposit locker hirers -i.e. individual hirers0. X 5isplay interest rates for various deposit sche es fro X (otify change in interest rates on advances. X &rovide details of various deposit sche esMservices of the Bank. X Issue 5e and 5rafts$ &ay *rders$ etc. ti e to ti e.

X 5isplay Ti e-(or s for various banking transactions. X &ay interest for delayed credit of outstation cheDues$ as advised by Reserve Bank of India -RBI0 fro ti e to ti e. X Accord i ediate credit in respect of outstation and local cheDues upto a specified li it sub"ect to certain conditions$ as advised by RBI fro ti e to ti e. X &rovide co plaintMsuggestion bo! in the branch pre ises. X 5isplay address of RegionalMLonal and /entral *ffices as well as (odal *fficer dealing with custo er grievancesMco plaints.

C,APTER @

@+. STATEMENT OF T,E PROBLEM This %tudy will help us to understand the consu er9s satisfaction about banking services and products. This study will help banks to understand$ how a consu er selects$ organiBes and interprets the Ruality of service and product offered by banks.

The

arket is

ore aware and realistic about invest ent and returns fro

financial

products. In this background this study tries to analyBe the custo er satisfaction towards banking services in general and &(B in particular. @+/ NEED FOR T,E STUDY The deeper the co pany understands of consu er9s needs and satisfaction$ the earlier the product or service is introduced ahead of co petition$ the greater the e!pected contribution study is very i portant. This study will help co panies to custo iBe the service and product$ according to the consu er9s need. This study will also help the co panies to understand the e!perience and e!pectations of the e!isting custo ers. argin. Hence the

@+4 SCOPE OF T,E STUDY This study is li ited to the consu ers with in (ew 5elhi city. The study will be able to reveal the preferences$ needs$ satisfaction of the custo ers regarding the banking services$ It also help banks to know whether the e!isting products or services the are offering are really satisfying the custo ers needs.

@+1 OB-ECTIVE OF T,E STUDY To have an insight into the attitudes and behaviors of custo ers.

 To find out the differences a ong perceived service and e!pected service. To produce an e!ecutive service report to upgrade service characteristics. To understand consu er9s preferences. To access the degree of satisfaction of the consu ers @+@ REASERC, MET,ODOLOGY A descriptive study tries to discover answers to the Duestions who$ what$ when$ where$ and$ so eti es$ how. The researcher atte pts to describe or define a sub"ect$ often by creating a profile of a group of proble s$ people$ or events. %uch studies ay involve the collection of data and the creation of a distribution of ay involve relating the interaction of two or ore the nu ber of ti es the researcher observes a single event or characteristic -the research variable0$ or they variables. *rganiBations that infor ation. Yet aintain databases of their e ployees$ custo ers$ and ine the regularly for

suppliers already have significant data to conduct descriptive studies using internal any fir s that have such data files do not ight provide. the decision- aking insight they

This descriptive study is popular in business research because of its versatility across disciplines. In for-profit$ not-for-profit and govern ent organiBations$ descriptive investigations have a broad appeal to the ad inistrator and policy analyst for planning$ onitoring$ and evaluating. In this conte!t$ how Duestions address issues ay or ay not have the potential for drawing powerful such as Duantity$ cost$ efficiency$ effectiveness$ and adeDuacy. 5escriptive studies inferences. A descriptive study$ however$ does not e!plain why an event has occurred or why the variables interact the way they do.

@+3 SAMPLE MET,OD /onvenience sa pling ethod is used for the survey of this pro"ect. It is a

non-probability sa ple. This is the least reliable design but nor ally the cheapest and

easiest to conduct .In this

ethod Researcher have the freedo

to choose who ever

they find$ thus the na e convenience. 1!a ple includes infor al pools of friends and neighbours or people responding to a newspaper9s invitation for readers to state their position on so e public issue.

@+3+. SAMPLE SIAE %a ple siBe denotes the nu ber of ele ents selected for the study. #or the present study$ ;EE respondents were selected at rando . All the ;EE respondents were the custo ers of different branches of &(B. @+0 SAMPLING MET,OD A sa ple is a representative part of the population. In sa pling techniDue$ infor ation is collected only fro a representative part of the universe and the conclusions are drawn on that basis for the entire universe. A convenience sa pling techniDue was used to collect data fro respondents. the

@+2 MET,OD OF DATA COLLECTION To know the response$ the researcher used Duestionnaire ethod. It has been

designed as a pri ary research instru ent. Ruestionnaires were distributed to respondents and they were asked to answer the Duestions given in the Duestionnaire. The Duestionnaires were used as an instru entation techniDue$ because it is an i portant ethod of data collection. The success of the Duestionnaire ethod in collecting the infor ation depends largely on proper drafting. %o in the present study Duestions were arranged and interconnected logically. The structured Duestionnaire will reduce both interviewers and interpreters bias.

#urther$ coding and analysis was done for each Duestion9s response to reach into findings$ suggestions and finally to the conclusion about the topic.

@+E TYPES OF DATA 1very decision poses uniDue needs for infor ation$ and relevant strategies can be developed based on the infor ation gathered through research. Research is the syste atic ob"ective and e!haustive search for and study of facts relevant to the proble Research design eans the fra ework of study that leads to the collection and ake the research as analysis of data. It is a conceptual structure with in which research is conducted. It facilitates s ooth sailing of various research operations to effective as possible. PRIMARY DATA &ri ary data are those collected by the investigator hi self for the first ti e and thus they are original in character$ they are collected for a particular purpose. A well-structured Duestionnaire was personally ad inistrated to the selected sa ple to collect the pri ary data. SECONDARY DATA %econdary data are those$ which have already been collected by so e other persons for their purpose and published. %econdary data are usually in the shape of finished products. Two types of secondary data were collected for the preparation of the pro"ect workA Int!rnal Data was generated fro intranet and internet -websites0. co pany9s brochures$ anuals and annual reports agaBines$ research books$ E?t!rnal Data8 on the other hand$ was generated fro

@+.6 LIMITATIONS OF T,E STUDY Although the study was carried out with e!tre e enthusias and careful planning

there are several li itations$ which handicapped the research viB$ .+ Ti ! C"n%traint%) ight have been left out$ however due care is taken to include

The ti e stipulated for the pro"ect to be co pleted is less and thus there are chances that so e infor ation all the relevant infor ation needed. /+ Sa pl! %iD!) ore representative if I had collected infor ation fro ore respondents.

5ue to ti e constraints the sa ple siBe was relatively s all and would definitely have been 4+

A::ura:C) isleading infor ation.

It is difficult to know if all the respondents gave accurate infor ationC so e respondents tend to give

1. It was difficult to find respondents as they were busy in their schedule$ and collection of data was very difficult. Therefore$ the study had to be carried out based on the availability of respondents.

C,APTER 3

R.;. .hich is the best location for opening Bank BranchW A&ar!n!%% Residential %hopping /o ercial HospM%choolsM/olleges R!%p"n'!nt% <EF <HF <IF <?F

bank location

28%

20%

Residentia Shopping Commercial Hosp./Schools/College 29% 23%

Grap# . Ban; L":ati"n

InterpretationAThe above graph shows custo er9s e!pectations regarding location of branch. <HF custo ers want branches at shopping co ple!es $ <?F feel branches should be located at institutional areas. <IF custo ers e!pect that brach to be located in co ercial areas followed by <EF who prefer residential areas for bank branches.

F+ /+ ,"& :l"%! :u%t" !r% !?p!:t Ban; Bran:#!% t" <! l":at!'B Cat!("rC %tudent Business 2an %alaried %elf 1 ployed Un'!r an ar!a Un'!r an ar!a Un'!r an ar!a "f .; ;= ;H H ;I "f .*/; = ; ;< = "f /*1; ; E > G Ar!a "f t#an 1 ; E > E ; "r!

Grap# / Ban; L":ati"n

InterpretationAThe above graph indicates how close custo ers e!pect bank branches to be located at. This graph shows the e!pected distance of bank branch category wise. 2ost of the custo ers in the entire category e!cept salaried people$ want it within one kilo eter.*nly salaried people say in to five kilo eter. %o fro the above data it can be concluded that custo ers want banks at their doorense steps. They don9t want to travel to avail banking services. They accord i i portance to accessibility. a"ority that branch should be between one to two kilo eter of area. *nly so e business en are there who say branch could be up

R.I. How close custo ers e!pect AT2 distance to be located at ,ilo eterW

Cat!("rC %tudent Business 2an %alaried %elf 1 ployed

Un'!r an ar!a Un'!r an ar!a Un'!r an ar!a "f .; <I <; ;H ;> "f .*/; < E > ;; "f /*1; E E < E

Ar!a "f t#an 1 ; E > E E

"r!

Grap# 4 ATM Di%tan:!

InterpretationAThe above graph shows the e!pectations of custo ers regarding AT2 distance. The break up above is also shown category wise. 2ost of the responses ca e in favor of less than one kilo eter. There were <G responses in each category.

#ro

the above data it can be interpreted that accessibility is the

ost i portant to be

factor. AT2s are used

ore freDuently now a day. %o custo ers e!pect the

available wherever they are

R.>.5o you e!pect banks to advertise and offerW

ake you aware about new sche es and

A&ar!n!%% Yes (o

R!%p"n'!nt% H=F IF

Grap# 1 N!!' "f Pr" "ti"n f"r Ban; Int!rpr!tati"n)* The above graph shows what custo ers e!pect fro ore and interval to banks regarding pro otions. H= F respondents e!pect banks to carry out various pro otional activities to attract ore custo ers. %i ultaneously they should do advertising on regular ake custo ers aware about different new offers. .hereas IF custo ers

feel that banks don9t need to do pro otions.

/usto ers e!pect the selves to be educated by banks in order to avail new technology driven services s oothly. #or this purpose custo ers feel that banks organiBe various events. R.G. .hat are the sources of pro otion of BankW M!'iu Radio Television (ewspaper Internet Billboards 2obile N" Of R!%p"n%!% ;E IG IE G ;= I ay

Grap# @ MEDIA OF PROMOTION InterpretationAThe above graph shows that;EF respondent are in favors of radio is the best way of pro otion while IGF view of T6 $IEF of newspaper$GF of internate$;=F of billboard and rest are of favor of obile which is only I F.

F+3 W#at ar! t#! :#ara:t!ri%ti:% "f t#! Ban; ! pl"C!!%B

C#ara:t!ri%ti:% Appearance /o unication 2odesty 1 pathy 1fficiency &roble Handling

N" Of R!%p"n%!% ;E ;= ;I ;< <I <G

Grap# 3 E pl"C!!% C#ara:t!ri%ti:% InterpretationA-

The above graph shows how

uch i portance custo ers accord to different ultiple answer Duestions arketing. #or offering any service people handling.

characteristics of e ployees. The respondents were asked &eople is one of the e!tended & of service appearance$ co unication$

-e ployee0 play a very crucial role. 1 ployee9s characteristics can be bifurcated into odesty$ e pathy$ efficiency$ and proble

/usto ers e!pect e ployees of a bank to have all above

entioned characteristic but

as far as i portance to all these factors is concerned it is different for each factor. As the above graph indicates that custo ers accord greatest i portance to the proble handling ability of e ployee followed by co e pathy and appearance respectively. unication$ efficiency$ odesty$

R.=. .hat are the physical evidence of the respondentsW

Ratin( S:al! 6ery high High Average +ow

P!r:!nta(! Of R!%p"n%!% ;> I; G> ;

1%

14%

Ver !High High "#erage 54% 31% $o%

Grap# 0 P#C%i:al E=i'!n:

InterpretationAThe above graph shows the e!tent of custo er e!pectation fro of i pression. But what banks in ter s of uch.

physical evidence. Although physical evidence is i portant because it creates a kind atters for custo ers is service not physical evidence very high to very low. a"ority of custo ers -G>F0 give it average Respondents were asked to rate their e!pectation fro point scale. This ranges fro This is evident fro rating on five point scale. But there is a set of people who accord greater i portance to this. Because I; F of custo ers have high e!pectations fro very few custo ers -;F0 to who the physical evidence. 1ven there are ;> F atter at all. custo ers who give it very high rating. %o this is very i portant for the . There are physical evidence doesn9t the graph as the physical evidence on a four

R.?. .hat are the preferences of BanksW

TCp!% Of Ban;% &rivate (ationaliBed /o-operative 2(/s

Pr!f!r!n:! >> GE I I

Grap# 2 Pr!f!r!n:!% "f Ban;%

InterpretationAThe above graph depicts the preference of custo ers a ong different kind of banks i.e.$ nationaliBed$ private$ co-operative and 2(/s. It can be drawn fro followsA Trust Transparency #inancial stability the graph that still GEF of custo ers prefer nationaliBed banks. The reasons specified by custo ers who prefer to go with nationaliBed banks are as

Then if we see preference regarding private banks$ >>F prefer private banks. The reasons are as followsA #le!ibility High spread of AT2s 3ood service -custo iBed0 Accessibility &rofessional attitude

As far as co-operative banks : 2(/s are concerned$ preference goes IF for each. Reason for opting co-operative banks is they help in need and easily approachable. The only reason given for preferring 2(/ banks is their worldwide presence.

R.H. .hat are the selection of BanksW

Crit!ria Brand (a e 6ariety of &roducts 1 ployee of Bank /usto er %ervice 1ase in availing services Interest Rate Auto ated %ervices Accessibility &rocess

N" Of R!%p"n%!% IG ;@ = ;; @ I > @ ;<

Grap# E Crit!ria f"r S!l!:ti"n "f Ban;%

InterpretationA3one are the days when people used to select the bank nearest to their house. (ow people9s selection of bank undergoes a decision bank custo ers consider different criteria. In the survey respondents were asked to consider nine selection criteria i.e. Brand na e$ variety of products$ e ployee of bank$ custo er service$ ease in availing services$ interest rate$ auto ated services$ accessibility and process. /usto ers accord i portance to different criteria differently in the following seDuenceA aking process. Before selecting a

/usto er service$ interest rate Accessibility Brand na e Auto ated services 1ase in availing services &rocess

F.6+ W#i:# Ban;% C"u a&ar! "fB Ban;% %BI 'TI &(B B*B YI/I/I H5#/ *B/ %tandard /hartered /ity Bank H%B/ TOM A&ar!n!%% in G >I > I I II G ; I ; >

InterpretationAThe above graph easures the awareness of custo ers about different banks.

This depicts the Top of the

ind -T*20 awareness. This signifies if so ebody is ind. ind of >IF.

asked to na e a bank which bank co es first in his

Here in this survey %BI tops the list$ because its na e ca e first in the ind this bank is T*2

*nly I/I/I bank is so ewhat close to this because IIF custo ers are there in whose

C,APTER 0

SUGGESTIONS H RECOMMENDATIONS
.ith regard to banking products and services$ consu ers respond at different rates$ depending on the consu er9s characteristics. Hence I &(B should try to bring their new product and services to the attention of potential early adopters. 5ue to the intense co petition in the financial better strategies to attract ore custo ers. arket$ &(B should adopt

Return on invest ent co pany reputation and pre iu should be given to these attributes.

outflow are

ost

preferred attributes that are e!pected by the respondents. Hence greater focus

&(B should adopt effective pro otional strategies to increase the awareness level a ong the consu ers. &(B should ask for their consu er feedback to know whether the consu ers are really satisfied or dissatisfied with the service and product of the bank. If they are dissatisfied$ then the reasons for dissatisfaction should be found out and should be corrected in future. The &(B brand na e has earned a lot of goodwill and en"oys high brand eDuity. As there is intense co petition$ &(B should work hard to position and offer better service and products to consu ers. The bank should try to increase the Brand i age through perfor ance and service then$ only the custo ers will be satisfied. 2a"ority of the people find banking i portant in their life$ so &(B should e ploy the strategies to convert the want in to need which will enrich their business. aintain its

C,APTER 2

CONCLUSION)

The pro"ect entitled 4A STUDY TO UNDERSTAND T,E CUSTOMER SATISFACTION AT PNB9 has helped and products offered to consu ers. e in studying satisfaction about services

%ince the opening up of the banking sector$ private banks are in the fray each one trying to cover ore arket share than the other.

Yet$ &(B is far behind %BI. &(B -I/I/I$ H5#/0 breathing down its neck. Ia sure the bank will find

ust also be alert what with &rivate Banks

y findings relevant and I sincerely hope it uses iles ahead of co petition. anage ent at ission of

y suggestions enlisted$ which I hope will take the

In short$ I would like to say that the very act of the concerned &(B in giving

e the "ob of critically e!a ining consu er satisfaction towards eans of progress.

financial products and services of the co pany is a step in their continual aking all round i prove ents as a Ia

sure the bank has a very bright future to look forward to and will be a

trailblaBer in its own right.

Annexure
FUESTIONNAIRE

P!r%"nal D!tail%) a+ (a eA 8888888888888888888888888 <+ AgeA -&lease tick one0 Below ;? years >@-GG years :+ 3enderA '+ *ccupationA %tudent !+ /ontact (oA 8888888888888888 f+ /ityM%tateA 88888888888888888 (+ RualificationA ;Eth ;EZ< 3raduate &ost 3raduate 2ale #ar er ;?-<G years GG and above #e ale Business an %alaried 1 ployee <@-IG years I@->G years

F+.+ W#i:# i% t#! <!%t l":ati"n f"r "p!nin( Ban; Bran:#B ;. Residential[[[[ I. %hopping[[[[ <. co ercial[[[..

>. HospMschoolsMcolleges[[[[

F+ /+ ,"& :l"%! :u%t" !r% !?p!:t Ban; Bran:#!% t" <! l":at!'B ;. %tudent-under area of ;k 0[[[[[ <. Business an-under area of;k - <k [[[.

I. %alaried-under area of <k ->k [[[[ >. %elf e ployee-under area of ore than >k [[[

F+4+ ,"& :l"%! :u%t" !r% !?p!:t ATM 'i%tan:! t" <! l":at!' at Kil" !t!rB .+ %tudent-under area of ;k 0[[[[[ <. Business an-under area of;k - <k [[[.

I. %alaried-under area of <k ->k [[[[ >. %elf e ployee-under area of ore than >k [[[ a;! C"u a&ar! a<"ut n!& %:#! !%

F+1+D" C"u !?p!:t <an;% t" a'=!rti%! an' an' "ff!rB .+ Yes[[[..

<. (o[[.

F+@+ W#at ar! t#! %"ur:!% "f pr" "ti"n "f Ban;B .+ Radio[[.. I. (ews paper[[[ G. Billboards[[[[ < .Television[[[. >. Internet[[[[ @. 2obile[[[[

F+3 W#at ar! t#! :#ara:t!ri%ti:% "f t#! Ban; ! pl"C!!%B ;. Appearance[[[.. I. 2odesty[[[.. G. 1fficiency[[[.. <./o unication[[[..

>. 1 pathy[[[. @. &roble handling[[[.

F+0+ W#at ar! t#! p#C%i:al !=i'!n:! "f t#! r!%p"n'!nt%B .+ 6ery high[[.. I. Averages[[[.. <. High[[.. >. +ow[[..

F+2+ W#at ar! t#! pr!f!r!n:!% "f Ban;%B .+ &rivate[[.. I. /o-operative[[[. F+E+ W#at ar! t#! %!l!:ti"n "f Ban;%B < .(ationaliBed[[[[ >. 2(/s[[[[

.+ Brand na e[[[. I. 1 ployed bank[[[[ G. 1ase in availing services[[[ =. Auto ated services[[[.. H. &rocess[[[.

<. 6ariety of &roducty[[[. >. /usto er service[[.. @. Interest Rate[[[ ?.Accessibility[[[.

F.6+ W#i:# Ban;% C"u a&ar! "fB

;. %BI[[.. G. I/I/I[[..

<. 'TI[[[. @. H5#/[[[

I. &(B[[.. =. *B/[[[

>. B*B[[. ?. %tandard chartered[.

BIBLIOGRAPHY REFERENCE
/o pensation of /o-operative Banking. Retrieved fro

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