1

PROJECT REPORT
On
Customer satisfaction in third party products of
Jammu and Kashmir Bank
Submitted to DEPARTMENT OF COMMERCE,
SCHOOL OF MANAGEMENT, PONDICHERRY
UNIVERSITY in p!ti" #u"$""ment o# t%e
!e&ui!ement #o! t%e '!d o# De(!ee o#
MASTER OF COMMERCE )*F+,

SUBMITTED TO:
DR.P. NATARAJAN
Prof. & Head of Deptt.
Of Commerce

SUBMITTED B:

SHARI! AHMAD BHAT

2

M.COM "B#$

RE%. NO. &'()&*'+
CERTI#ICATE
It is certify that Mr .SHAI! AHMA" BHA# studyin$ in M C%M&'f()*
rd
Sem+
under $uidance of SAJA" AHMA" has comp,eted his pro-ect report on the
topic customer satisfaction in third party products of Jammu and Kashmir
Bank.+ c,uster head) i/ south di/isiona, 0ona, %1ce Shopian under my
$uidance and super/ision durin$ the academic year 2212)221*. #o the
'est of my kno3,ed$e the 3ork done 'y the student is ori$ina, and 3i,, 'e
of /a,ua',e sources for the scho,ars and or$anisation4'anks the ad/ance
research 3ork in the 5e,d under reference.
Mr. ashid)ud)din
0ona,
Coordinator


*
DEC,ARATION
I here'y dec,are that the pro-ect report on the topic C6S#%M7
SA#IS8AC#I%9 I9 #HI" :A#; :%"6C#S %8 J<K BA9K. in Kashmir city
comp,eted and su'mitted under the $uidance and super/ision of Mr.
Sa-ad Ahmad is my ori$ina, 3ork.
#he preparation of the pro-ect report is 'ased on my persona, 5ndin$s+
se/era, /isits and interaction 3ith the o1cia,s+ emp,oyees+ customers+
consu,tations 3ith the eminent scho,ars. 8urther study 3as a,so assisted
'y pu',ished and unpu',ished materia, and secondary sources.


9ame of student=
SHAI! AHMA" BHA#

>
AC-NO.,ED%EMENTS
9o :ro-ect 3ork is carried in /acuum. :ro-ect 3ork is not the 3ork of an
indi/idua,. Many persons contri'uted to the de/e,opment of my pro-ect
report. 7/eryone 3as 3ith their ideas+ su$$estions < contri'utions that
rea,,y he,ped me in makin$ an easy+ c,ear + ,imited and systematic pro-ect
report.
8irst of a,, I e?press my re$ards to my fami,y mem'ers 3ho are a,3ays
there to support and encoura$e me. #hey pro/ided a con$enia,
atmosphere for my 3ork. I cou,d not ha/e accomp,ished a,, that 3as
e?pected 3ithout that specia, patience and understandin$ that on,y a
fami,y can $i/e..
A heartfe,t thank is a,so e?tended to the in char$e Ad/ance Mr.Sa-ad
ahmad and Mr.AB. ashid &Bank Mana$er( for their /a,ua',e $uidance for
the pro-ect 3hich he,ped me in makin$ this pro-ect 3ork as a success.
@ast 'ut not ,east+ I 3ant to thank a,, those customers of J<K Bank @td.
3ho sincere,y 5,,ed in the Auestionnaires.


SHAI! AHMA" BHA#

B
CONTENTS
&. Mea/0/1 of 2C34tomer
Sat04fact0o/

1 History of J&K Bank
2 Co/t. %3nership)an ad/anta$e
* Mission of the Bank
> Dision
B Company :ro5,e
E 8eatures
'. T50rd Part6 Prod3ct4 of J & 7
8a/7
i. Insurance Ser/ices
ii. Mutua, 8und Ser/ices
iii. :oint of Sa,e Ser/ice
i/. Card Ser/ices
(. O89ect0:e4 of 4t3d6
+. Scope of 4t3d6

E
). Met5odo;o16
<. Samp;e de401/
=. A/a;6404 a/d I/terpretat0o/
>. Co/c;340o/
?. B08;0o1rap56
&*. !3e4t0o//a0r

F
MEANIN% O# CUSTOMER SATIS#ACTION
SA#IS8AC#I%9 is a personGs fee,in$s of p,easure or
disappointment resu,tin$ from comparin$ a productGs
percei/ed performance &or outcome( in re,ation to his or her
e?pectations.
As this de5nition makes c,ear+ Satisfaction is a function of
percei/ed performance < e?pectations. If the performance
fa,,s short of e?pectation+ the customer is dissatis5ed. If the
performance matches the e?pectation+ the customer is hi$h,y
satis5ed or de,i$hted.
Many companies are aimin$ for hi$h satisfaction 'ecause
customers 3ho are -ust satis5ed sti,, 5nd it easy to s3itch
3hen a 'etter oHer comes a,on$. #hose 3ho are hi$h,y
satis5ed are much ,ess ready to s3itch. Hi$h satisfaction or
de,i$ht creates an emotiona, 'ond 3ith the 'rand+ not -ust a
rationa, preference. #he resu,t is hi$h customer ,oya,ty.
Iero?Gs senior mana$ement 'e,ie/es that a /ery satis5ed or
de,i$hted customer is 3orth 12 times as much to the
company as a satis5ed customer. A /ery satis5ed customer is
,ike,y to stay 3ith Iero? many more years < 'uy more than a
satis5ed customer 3i,,.
Ho3 do 'uyers form their e?pectationsJ 8rom past 'uyin$
e?perience+ friends < associatesG+ ad/ice+ < marketersG
<competitorsG information < promises. If marketers raise
e?pectations too hi$h+ the 'uyer is ,ike,y to 'e disappointed.
8or e?amp,e+ Ho,iday Inn ran a campai$n a fe3 years a$o
ca,,ed 9o surprises.. ;et hote, $uests sti,, encountered a
host of pro',ems < Ho,iday Inn had to 3ithdra3 the
campai$n. Ho3e/er+ if the company sets e?pectations too
,o3+ it 3onGt attract enou$h 'uyers &a,thou$h it 3i,, satisfy
those 3ho do 'uy(.

K
Some of todayGs most successfu, companies are raisin$
e?pectation < de,i/erin$ performances to match these
e?pectation. #hese companies are aimin$ for #CS)tota,
customer satisfaction. Iero?+ for e?amp,e+ $uar tees tota,
satisfaction. <3i,, rep,ace at its e?pense any dissatis5ed
customerGs eAuipment 3ithin a period of * years after
purchase.
#he key to $eneratin$ hi$h customer ,oya,ty is to de,i/er hi$h
customer /a,ue. #oday /arious kinds of too,s are used for
trackin$ < measurin$ customer satisfaction. #hese are=
1( C%M:@AI9# S6CC7S#I%9 S;S#7MS
A customer)centered or$aniLation makes it easy for its
customers to de,i/er su$$estion < comp,aints. Some
companies pro/ide forms to customers to report ,ikes <
dis,ikes. %thers esta',ish hot 3ith to,,)free num'er.
Companies are a,so addin$ 3e' pa$es < e)mai, to faci,itate
t3o)3ay communications. #hese information Mo3s pro/ide
companies 3ith many $ood ideas <ena',e them to act
Auick,y to reso,/e pro',ems.
2( C6S#%M7 SA#IS8AC#I%9 S6D7;S=
Studies sho3 that a,thou$h customers are+ dissatis5ed 3ith
one out of e/ery fours purchases+ ,ess than BN of dissatis5ed
customer 3i,, comp,ain. Most customer 3i,, 'uy ,ess or s3itch
supp,iers. Comp,aint ,e/e,s are thus not a $ood measure of
customer satisfaction direct,y 'y conductin$ periodic sur/eys.
#hey send Auestionnaires or make te,ephone ca,,s to a
random samp,e of recent customer. #hey a,so so,icit
customer /ie3s on their competitors performances.

O
*( CH%S# SH%::I9C =
Companies can hire persons to pose a potentia, customers to
report on stron$ < 3eak points e?perienced in 'uyin$ the
companyGs < competitors products and ser/ices. #hey can
a,so test 3hether companyGs personne, can hand,e /arious
situations 3e,,. A /ariant of this is for mana$ers to phone
their o3n or$aniLation 3ith Auestions and comp,aints to see
ho3 the ca,,s are hand,ed.
"iHerent de5nitions ha/e 'een $i/en for Consumer
Beha/iour 3hich are=
1( It is the process 3here'y indi/idua, decide 3hether + 3hat +
3hen + 3here + ho3 and from 3hom purchase $oods and
ser/ices..
&:rofessor Pa,ter C.C <
:rofessor :au, C.P.(
2( Consumer 'eha/iour is the 'eha/iour that consumers
disp,ay in searchin$ for + purchasin$ + usin$ + e/a,uatin$ and
disposin$ oH products and ser/ices that they e?pect 3i,,
satisfy their needs..
&SchiHtnan
< Kanuk.(
*( Consumer 'eha/iour is de5ned as a,, psycho,o$ica,+ socia, <
physica, 'eha/iour of potentia, customers as they 'ecome
a3are of e/a,uate purchase+ consume < te,, others a'out
products < ser/ices..&Pe'ster(.
>( #he study of consumer 'eha/iour in most part is the study of
consumer 'uyin$ the actua, conception )& :rofessor A,derson
P(.

12
So+ it is necessary on the part of the company to understand
consumer 'eha/iour for the sur/i/a, of or$aniLation in
present time. Consumer shou,d 'e the focus of marketin$
eHorts.

11
HISTORY OF -AMMU AND .ASHMIR *AN.
#he Jammu & Kashmir 'ank ,imited 3as incorporated on 1
st
%cto'er+ 1O*K
& commenced from >
th
Ju,y+ 1O*O. #he 'ank 3as 5rst as a state o3ned
'ank.
#he ne3 identity for J < K 'ank is a /isua, representation of the Banks
phi,osophy and strate$y. #he three co,oured sAuares represent the re$ions
of Jammu+ Kashmir < @adakh. #he interaction of the sAuares is a fa,con
3ith outstretched 3in$s) a sym'o, of empo3erment. #he syner$y 'et3een
the three re$ions prope,s the 'anks to3ards ne3 horiLons si$ni5es $ro3th
and rene3a,. B,ue con/eys sta'i,ity and unity. ed represents ener$y and
po3erQ Creen attri'utes inte$rity a,, assimi,ated in the 3hite counter)form.
Accordin$ to the e?tended ,a3s of the state+ Jammu & Kashmir 'ank
de5ned $o/ernment and the pro/ision of Indian companyGs Act 1OBE in the
year 1OF1+ the Bank recei/ed the status of schedu,ed 'ank. It 3as
dec,ared as A. c,ass 'ank 'y BI in 1OFE.
#he ori$in of Jammu and Kashmir Bank @imited+ more common,y referred
to as J<K
Bank+ can 'e traced 'ack to the year 1O*K+ 3hen it 3as esta',ished as the
5rst state)o3ned 'ank in India. #he 'ank 3as incorporated on 1st %cto'er
1O*K and it 3as in the fo,,o3in$ year &more precise,y on >th Ju,y 1O*O(
that it commenced its 'usiness+ in Kashmir &India(. It 3as initia,,y set up as
a semi)State Bank+ 3ith its capita, 'ein$ contri'uted 'y State as 3e,, as
the pu',ic under the contro, of State Co/ernment.
Jammu and Kashmir Bank had to face serious pro',ems in 1O>F i.e. at the
time of independence. Pith the partition of :akistan+ t3o out of the tota,
ten 'ranches of the 'ank+ name,y the ones in MuLaHara'ad and Mirpur+
fe,, to the other side of the ,ine of contro, &no3 :ak %ccupied Kashmir(+
a,on$ 3ith cash and other assets. At that point of time+ in keepin$ 3ith the
e?tended Centra, ,a3s of the state+ J<K Bank 3as cate$oriLed as a
Co/ernment Company+ as per the pro/isions of Indian Companies Act
1OBE

12
It 3as in the year 1OF1 that Jammu and Kashmir Bank 3as $ranted the
status of a RSchedu,ed BankR. 8i/e years ,ater+ it 3as dec,ared as SAS C,ass
Bank+ 'y the eser/e Bank of India &BI(. As the years passed on+ the 'ank
started achie/in$ more and more success. #oday+ it 'oasts of more than
B22 'ranches across the country.
It 3as on,y recent,y that Jammu and Kashmir Bank 'ecame a 'i,,ion do,,ar
company. Co/erned 'y the Companies Act and Bankin$ e$u,ation Act of
India+ it is re$u,ated 'y BI and S7BI. It 5nds a ,istin$ on the 9ationa, Stock
7?chan$e &9S7( and Bom'ay Stock 7?chan$e &BS7( as 3e,,.
%O@ERNMENT O.NERSHIP AN AD@ANTA%E
J & K Bank has a uniAue competiti/e ad/anta$e stemmin$ from its
$o/ernment o3nership+ access to ,o3 cost of funds+ the 'ankers are a,so
'ui,din$ the $ood 3i,, of the 'ank. #hus he,pin$ the 'ank to mo/e for3ard.
MISSION O# THE BAN-
Mission ha/e 'een set to remain a 5nancia,,y stron$+ $ro3th oriented and
pro5ta',e 'y 'rin$in$ main focus to3ards pro/idin$ con/enient+ re,ia',e+
cost eHecti/e and persona,iLed ser/ices to customers and $,o'a,,y
competiti/e and foray 3ith the 'usiness of 'ankin$. #he o'-ecti/es of
'ankin$ pro/ide T/a,ue ma?imiLationG to a,, its share ho,ders i.e. its
customers and emp,oyees.
@ISION
#he /ision of the J&K 'ank is to 'e 5nancia,,y sound+ pro5ta',e and
techno,o$ica, 'ank committed to 'ankin$ and ma?imiLation sustaina',e
/a,ue for its share ho,ders+ customers and emp,oyees.
COMPANY/S
PROFILE
Incorporated in 1O*K as a ,imited company.
Co/erned 'y the Companies Act and Bankin$ e$u,ations Act of
India.

1*
e$u,ated 'y eser/e Bank %f India (BI) & Security 7?chan$e
Board %f India(S7BI).
@isted on the 9ationa, Stock 7?chan$e (9S7) and Bom'ay Stock
7?chan$e(BS7)
B* :ercent o3ned 'y the $o/ernment of J&K 'ank.
ated :1U. S < : CISI@ connotin$ hi$hest de$ree of safety.
8our decades of uninterrupted pro5ta'i,ity and di/idends.
UNI0UE CHARACTERISTICS
:ri/ate sector 'ank despite $o/ernment ho,din$ B* percent of
eAuity.
So,e 'anker and ,ender of ,ast resort to the $o/ernment of J < k.
:,an and non p,an funds+ ta?es and non ta? re/enues routed
throu$h the 'ank.
Sa,aries of $o/ernment o1cia, dis'ursed 'y the 'ank.
%n,y pri/ate sector 'ank desi$nated as a$ent of BI for Bankin$.
Carries out 'ankin$ 'usiness of the centra, Co/ernment.
Co,,ects #a?es pertainin$ to centra, 'oard of direct ta?es in J < k.
J<K Bank carries out 'ankin$ 'usiness of the Centra, Co/ernment.
Inspite of a $o/ernment eAuity ho,din$ of B* per cent+ Jammu <
Kashmir Bank &J<K Bank( is re$arded as a pri/ate sector 'ank
e$istered %1ce
Corporate HeadAuarters

1>
M A oad M A
oad
Srina$ar 1O2221
Srina$ar 1O2221
Jammu < Kashmir Jammu
< Kashmir
333.-k'ank.net

1B
THIRD PARTY PRODUCTS OF
J&K BANK
M6#6A@ 869"S
I9S6A9C7
C7"I# CA"S
:%I9# %8 SA@7

1E
M3t3a; #3/d4
Mutua, 8und is an instrument of in/estin$ money.
9o3adays+ 'ank rates ha/e fa,,en do3n and are
$enera,,y 'e,o3 the inMation rate. #herefore+
keepin$ ,ar$e amounts of money in 'ank is not a
3ise option+ as in rea, terms the /a,ue of money
decreases o/er a period of time.
%ne of the options is to in/est the money in stock
market. But a common in/estor is not informed
and competent enou$h to understand the
intricacies of stock market. #his is 3here mutua,
funds come to the rescue.
A mutua, fund is a $roup of in/estors operatin$
throu$h a fund mana$er to purchase a di/erse
portfo,io of stocks or 'onds. Mutua, funds are
hi$h,y cost e1cient and /ery easy to in/est in. By
poo,in$ money to$ether in a mutua, fund+
in/estors can purchase stocks or 'onds 3ith much
,o3er tradin$ costs than if they tried to do it on
their o3n.
A,so+ one doesnRt ha/e to 5$ure out 3hich stocks
or 'onds to 'uy. But the 'i$$est ad/anta$e of
mutua, funds is di/ersi5cation.
"i/ersi5cation means spreadin$ out money across
many diHerent types of in/estments. Phen one
in/estment is do3n another mi$ht 'e up.
"i/ersi5cation of in/estment ho,din$s reduces the
risk tremendous,y.
%n the 'asis of their structure and o'-ecti/e+
mutua, funds can 'e c,assi5ed into fo,,o3in$
ma-or types=)

1F
TPES O#
MUTUA, #UNDS:A
C;o4edAe/d f3/d4 B
A c,osed)end mutua, fund has a set num'er of
shares issued to the pu',ic throu$h an initia,
pu',ic oHerin$.
Ope/Ae/d f3/d4B
%pen end funds are operated 'y a mutua, fund
house 3hich raises money from shareho,ders and
in/ests in a $roup of assets
,ar1e cap f3/d4B
@ar$e cap funds are those mutua, funds+ 3hich
seek capita, appreciation 'y in/estin$ primari,y in
stocks of ,ar$e ',ue chip companies
M0dAcap f3/d4B
Mid cap funds are those mutua, funds+ 3hich
in/est in sma,, 4 medium siLed companies. As
there is no standard de5nition c,assifyin$
companies.
EC30t6 f3/d4B
7Auity mutua, funds are a,so kno3n as stock
mutua, funds. 7Auity mutua, funds in/est poo,ed
amounts of money in the stocks of pu',ic
companies.
Ba;a/ced f3/d4B

1K
Ba,anced fund is a,so kno3n as hy'rid fund. It is a
type of mutua, fund that 'uys a com'ination of
common stock+ preferred stock+ 'onds+ and short)
term 'onds.
%roDt5 f3/d4B
Cro3th funds are those mutua, funds that aim to
achie/e capita, appreciation 'y in/estin$ in
$ro3th stocks.
No ;oad f3/d4 B
Mutua, funds can 'e c,assi5ed into t3o types )
@oad mutua, funds and 9o)@oad mutua, funds.
EEc5a/1e traded f3/d4B
7?chan$e #raded 8unds &7#8s( represent a 'asket
of securities that is traded on an e?chan$e+ simi,ar
to a stock. Hence+ un,ike con/entiona, mutua,
funds
@a;3e f3/d4B
Da,ue funds are those mutua, funds that tend to
focus on safety rather than $ro3th+ and often
choose in/estments pro/idin$ di/idends as 3e,, as
capita, appreciation.
Mo/e6 mar7et f3/d4;
A money market fund is a mutua, fund that
in/ests so,e,y in money market instruments.
Money market instruments are forms of de't that
mature in ,ess than one year and are /ery ,iAuid.
I/ter/at0o/a; m3t3a; f3/d4B
Internationa, mutua, funds are those funds that
in/est in non)domestic securities markets

1O
throu$hout the 3or,d.
Re10o/a; m3t3a; f3/d4B
e$iona, mutua, fund is a mutua, fund that
con5nes itse,f to in/estments in securities from a
speci5ed $eo$raphica, area+ usua,,y+ the fundRs
,oca, re$ion.
Sector f3/d4B
Sector mutua, funds are those mutua, that restrict
their in/estments to a particu,ar se$ment or
sector of the economy.
I/deE f3/d4B
An inde? fund is a mutua, fund or e?chan$e)
traded fund( that aims to rep,icate the
mo/ements of an inde? of a speci5c 5nancia,
market.
#3/d of f3/d4B
A fund of funds &8o8( is an in/estment fund that
ho,ds a portfo,io of other in/estment funds rather
than in/estin$ direct,y in shares+ 'onds or other
securities.
M3t3a; #3/d4 of J&- Ba/7 B
J&K Bank has entered into tie-ups with reputed
Asset Management Companies for distribution of
Mutual Fund products.
Mutual Fund industr is one of the fastest growing
segments in financial ser!ices in "ndia. #!er the
ears$ banks in "ndia ha!e emerged as the biggest
distributors of financial products. %his has helped
the J&K Bank to capture and retain their huge
client base and simultaneousl adding a stead
stream of fee based income.

22
Mutual Funds ha!e become an attracti!e
proposition for in!estors in the current conte&t and
for J&K Bank it will be a good in!estment option
to ha!e in our product portfolio. %his shall be an
important step towards con!erting the bank branch
into a financial supermarket addressing all the
financial needs of the customers thus helping the
bank retain the customers within its fold
. Moreo!er the J&K Bank can augment its fee based
income the Bank aims to
match to industr standards.
INSURANCE SER@ICES :A
Insurance po,icies are a safe$uard a$ainst the
uncertainties of ,ife. Insurance is system 'y 3hich
the ,osses suHered 'y a fe3 are spread o/er
many+ e?posed to simi,ar risks. Insurance is a
protection a$ainst 5nancia, ,oss arisin$ on the
happenin$ of an une?pected e/ent. Insurance
po,icy he,ps in not on,y miti$atin$ risks 'ut a,so
pro/ides a 5nancia, cushion a$ainst ad/erse
5nancia, 'urdens suHered.
INTRODUCTION
Insurance is a contract 'et3een t3o parties+ the
insurer or the insurance company+ and the
insured+ the person seekin$ the co/er. Pithin this
contract+ the insurer a$rees to pay the insurer for
5nancia, ,osses arisin$ out of any unforeseen
e/ents or risk in return for a re$u,ar payment of
premium. #hus+ these insurance p,ans are a,so
ca,,ed as a isk Co/er :,ans+ 3hich means to
5nancia,,y compensate for ,osses that occur
uncertain,y throu$h accident+ i,,ness+ theft+ natura,

21
disaster. As one can not 5$ht a$ainst these man)
made and natura, ca,amities+ so at ,east 'e
prepared for them and their aftermath 'y takin$
insurance po,icies.
INSURANCE:A A -IND O#
IN@ESTMENT
Insurance is an attracti/e option for in/estment
'ut most peop,e are not a3are of its ad/anta$es
as an in/estment option.
Insurance a,so ser/es as an e?ce,,ent ta? sa/in$
mechanism. #he Co/ernment of India has oHered
ta? incenti/es to ,ife insurance products in order
to faci,itate the Mo3 of funds into producti/e
assets.
I/43ra/ce Re13;ator6 &
De:e;opme/t A3t5or0t6 "IRDA$
Insurance e$u,atory < "e/e,opment Authority is
re$u,atory and de/e,opment authority under
Co/ernment of India in order to protect the
interests of the po,icyho,ders and to re$u,ate+
promote and ensure order,y $ro3th of the
insurance industry.
T6pe4 of I/43ra/ce
Insurance po,icies co/er the risk of ,ife as 3e,, as
other assets and /a,ua',es+ such as+ home+
automo'i,es and -e3e,,ery. %n the 'asis of the risk
they co/er+ insurance po,icies can 'e c,assi5ed
into t3o cate$ories=
@ife Insurance
Cenera, 4non),ife Insurance.

22
As the term su$$ests+ @ife Insurance co/ers
the risk in/o,/ed in a personRs ,ife+ 3hi,e
Cenera, Insurance pro/ides 5nancia, protection
a$ainst unforeseen e/ents+ ,ike accident+ Mood+
earthAuake+ disease+ etc.
,I#E INSURANCE SER@ICE O# J&-
BAN- B
In ,ife insurance se$ment+ the 'ank -oined
hands 3ith Met@ife Internationa, &6SA( and it
cu,minated into the ,aunch of Met,0fe I/d0a
I/43ra/ce Compa/6 :ri/ate @imited+ 3hich
3as incorporated in India on Apri, 11+ 2221.
Met@ife India is a -oint /enture 'et3een
Met@ife Internationa, Ho,din$s Inc.+ the J<K
Bank+ M. :a,,on-i and Co. :ri/ate @imited and
other sma,, pri/ate in/estors. Met@ife India is
headAuartered in Ban$a,ore
It is remarka',e that Met@ife Internationa,+
headAuartered in 9e3 ;ork+ is num'er one insurer
in the 6nited States 'ased on o/er 6SV 2 tri,,ion of
,ife insurance in force and ser/es appro?imate,y O
mi,,ion indi/idua, househo,ds in the 6.S. as 3e,, as
KF of the 8ortune 122 companies. It has its
a1,iates+ su'sidiaries and representati/e o1ces
in 1B countries.
#he 'ank is a,so Corporate A$ent of Met@ife and is
marketin$ its products throu$h its stron$ 'ranch
net3ork.

2*
NONA,I#E INSURANCEO# J&- BAN-B
#he Bank has entered into an a,,iance 3ith Ba9a9
A;;0a/F to distri'ute their non),ife products.
%hese products are a!ailable at all branches of the bank
across "ndia.
A8o3t MET,I#E :A
Pith o/er 1*F years of e?perience+ the
Met@ife companies ser/e mi,,ions of
customers in the Americas and Asia
3ith one $oa, in mind W to 'ui,d
5nancia, freedom for e/eryone. #he
Met@ife companies are a ,eader in $roup
'ene5ts that ser/e KK of the top one
hundred 8%#697 B22XY companies+
and pro/ide 'ene5ts to *F mi,,ion
emp,oyees and fami,y mem'ers
throu$h its p,ans sponsors in the 6.S.
#he Met@ife companies are a,so ranked
Z1 in $roup ,ife and Z1 in commercia,
denta, in the 6.S. #he Met@ife
companies are the num'er one ,ife
insurer in the 6.S. 3ith appro?imate,y
6S V2.K tri,,ion of ,ife insurance in force.
In India+ Met@ife 3as incorporated in
2221+ and aims to diHerentiate itse,f
throu$h customiLed need 'ased se,,in$+
simp,e and inno/ati/e products+ and
techno,o$y)'acked ser/ice e?perience+
to tread its path to 'ui,d 5nancia,
freedom for e/eryone.
#he eAuity ho,din$s of the Met@ife are
di/ided as fo,,o3s=)

2>
Met@ife= ) ')G
J<K Bank= ) '<G
M :a,,on-i Croup= ) (&G
%ther strate$ic in/estors ho,d the
remainin$ 1KN eAuityQ se/en
shareho,ders in tota,
Prod3ct Deta0;4:A
9o one can $i/e you a,, the ans3ers
3hen it comes to dea,in$ 3ith ,ifeRs ups
and do3ns. But insurance certain,y
eAuips one to dea, 3ith ,ife 'etter.
8o,,o3in$ are the /arious products
oHered 'y Met@ife to suit speci5c needs
of the consumers =
Acc3m3;at0o/
Pho,e @ife :o,icy
Met 122) @imited :ay Pho,e ,ife
9on ) :articipatin$
Met 122) @imited :ay Pho,e ,ife
:articipatin$
7ndo3ment :o,icy
M7# Su/idha
Money Back :o,icy
Met Sukh Money Back 9on
:articipatin$
Met Bha/ishya

2B
M3;t0 P3rpo4e
Met Smart :,us
Met Smart :remier
Met Smart :,us ) Sin$,e :ay
Met Smart :remier ) Sin$,e :ay
Protect0o/
Met Suraksha ) #%:
Met Suraksha ) #A
Met)Mort$a$e :rotector
S:4@imited pay&M#A(
Ret0reme/t
M7# :ension ) :articipatin$
"eferred Annuity
M7# Ad/anta$e :,us
Add O/4
Accidenta, "eath Bene5t &A"B(
#erm ider
Pai/er %f :remium
Critica, I,,ness

CREDIT SER@ICES
Customer Information | Investor Relations | Services
Global Access Card | Empowerment Credit Card | Merchant Acquiring |
User Guide
Global Access C
EmpoDerme/t Cred0t C5ar1e4
C34tomer Be/eHt4
22)B2 day Credit 8ree :eriod
e/o,/in$ Credit 8aci,ity on payin$ of minimum payment due in the
same 'i,,in$ period. Hass,e free credit faci,ity at competiti/e rate of
interest.
Cash Pithdra3a, 8aci,ity upto 22N of tota, credit ,imits.
@oya,ty pro$ramme.
2> Hour Customer Assistance at JK Bank He,pdesk.

CREDIT CARDS B
T6pe4 of Card4
B,ue 7mpo3erment Credit Card
Si,/er 7mpo3erment Credit card
Co,d 7mpo3erment Credit Card
Accepta80;0t6
A,, Merchant 7sta',ishments ,ike shops 3ho honour MasterCard[
Credit Cards.
A,, A#MRs 3hich accept MasterCard[ Credit Cards
E;01080;0t6
#OR EMP,OED:A
B@67 C7"I# CA"Q up to 1.B,ac4annum
SI@D7 C7"I# CA"Q 1.B to 2.B,ac4annum
C%@" C7"I# CA"Q a'o/e 2.B,ac4annum
#OR BUSINESSMEN:A
B@67 C7"I# CA"Q up to 2.B,ac4annum
SI@D7 C7"I# CA"Q 2.B to *.B,ac4annum
C%@" C7"I# CA"Q a'o/e *.B,ac4annum
Doc3me/tat0o/
Income :roof
Address :roof
Identity :roof
Cred0t ,0m0t4
B,ue 7mpo3erment Credit Card) 6pto s.2B+222.22
Si,/er 7mpo3erment Credit Card)6pto s.B2+222.22
Co,d 7mpo3erment Credit Card)6pto s.1+22+222.22
Rate of I/tere4t
2N per month
,ate #ee
s.122
Ca45 .0t5draDa; C5ar1e4
2N per month from date of Pithdra3a, a,on$ 3ith transactiona,
char$es
Top Merc5a/t AcC30r0/1
#eat3re4
A,, types of Disa < MasterCard 'ased cards Accepted.
Can 7?tend American 7?press Card Acceptance.
!uick Merchant :ayment.
Merchant He,pdesk and %nsite Support.
Competiti/e Commission ates.
9o hidden Char$es.
C5ar1e4
%n time Insta,,ation Char$es.
Commision on per transaction 'asis.
Doc3me/tat0o/
8orm is to 'e do3n,oaded from net.
EIPERIENCE:A
"urin$ my Summer #rainin$ :ro-ect under J<K Bank I 3as assi$ned a -o' of
marketin$ of Credit cards of J<K 'ank. I 3as $i/en fu,, Med$ed trainin$
a'out the o/er/ie3 of the product. #he trainin$ 3as pro/ided 'y our
:ro-ect In char$e Mr. Sa-ad. He tau$ht us ho3 to moti/ate the peop,e to
purchase the product.
I 3as made to $o in the market and se,, the $i/en product. My e?perience
3as $ood as I $ot a chance to interact 3ith peop,e and to kno3 a'out the
market conditions and cha,,en$es that the product and the Bank are
facin$.
I participated acti/e,y and persuaded peop,e to $et the product. I found
that peop,e are /ery much ea$er to kno3 a'out the ne3 product. Many
peop,e $ot ready to in/est in the scheme 'ut many 3ere those 3ho 3ere
not sure a'out the product and needed some assurance and some ha/e
denied strai$ht,y.
So it 3as a $ood e?perience to $et into the market and direct,y interact
3ith peop,e and kno3 a'out the market cha,,en$es that a person faces
durin$ the marketin$ of any product.
POINT O# SA,E SER@ICE
INTRODUCTION
A :%S ser/ice is no3 a days 'ecomin$ a necessity. As peop,e are makin$
so much of transactions that it is 'ecomin$ hectic to carry a ,ar$e amount
of money from p,ace to p,ace. But the :%S has made the ,ife easier as it
has made the 3or,d more $,o'a,iLed. It has introduced the idea of :,astic
Money in the C,o'a,iLed 3or,d.
:eop,e s3aps and make the c,earance 'y the he,p of :%S ser/ice. ItGs a,so
a di/ine $ift to the 'usiness men as they are a',e to $et more money
transactions and in turn $ettin$ more money.
Po0/t of Sa;e S64tem4 B36erJ4 %30de
&. Step4 to fo;;oD to 1et t5e POS 4er:0ce
:%S Systems introduction.
9eed a :%S systemJ
Hospita,ity :%S /s. retai, :%S systems.
:%S system 'asics.
:oint of sa,e eAuipment.
:%S hard3are ) other periphera,s.
:oint of Sa,e Soft3are
:%S :ricin$ < ho3 to 'uy.
:%S ser/ice and support.
Choosin$ a :%S dea,er.
:%S 'uyin$ tips.
8ind a dea,er.
'. Pro8;em4 0f a/6
%ne shou,d $et an in)depth e?p,anation of ho3 your potentia, :%S system
/endors hand,e support.J<K 'ank 3i,, dia$nose pro',ems o/er the phone
5rst many 'asic pro',ems can 'e so,/ed this 3ay .J<K 'ank ha/e
te,ephone support a/ai,a',e 2> ? F+ 3hi,e others are a/ai,a',e on,y durin$
'usiness hours.
8or pro',ems that can not 'e so,/ed o/er the phone+ there are diHerent
options for esca,ation. J<K 'ank usua,,y ha/e 5e,d ser/ice technicians 3ho
can come to oneGs ,ocation and make repairs. If they can not 5? the
pro',em on site+ they are a',e to pro/ide ,oaner eAuipment that can keep
oneGs 'usiness runnin$. 6sua,,y one can $et a $uarantee that site repairs
3i,, happen 3ith 2> hours.If the sa,esman does not ha/e 5e,d technicians )
they 3i,, set up direct Internet access to your system+ so they can dia, in
and make chan$es remote,y. A,so+ J<K 'ank 3i,, send you a rep,acement
component as soon as you ca,, in 3ith a pro',em and then ha/e you send
the 'roken component to them for repair. If you ha/e many termina,s+ this
is pro'a',y 5ne ) you 3i,, $et your ne3 parts 3ithin a day or t3o. 8or
sma,,er 'usiness 3ith on,y a fe3 termina,s+ ,osin$ one for t3o days may
not 'e an option.
C5oo40/1 a POS dea;er B
Because of the critica, nature of a :%S system+ choosin$ a :%S dea,er is a
'i$ decision ) 'i$$er in many 3ays than the actua, hard3are and soft3are
choices. :rice is an issue+ 'ut in many cases you $et 3hat you pay for+ so
it is 3orth doin$ your research 'efore committin$ to a :%S dea,er. Here
are some 3ays to make sure that your :%S dea,er is dedicated to and
capa',e of supportin$ your 'usiness throu$h any pro',ems you mi$ht
ha/e.
Ta8;e of Co/te/t4
:%S Systems introduction
9eed a :%S systemJ
Hospita,ity :%S /s. retai, :%S systems.
:%S system 'asics.
:oint of sa,e eAuipment.
:%S hard3are ) other periphera,s.
:oint of Sa,e Soft3are
:%S :ricin$ < ho3 to 'uy.
:%S ser/ice and support.
Choosin$ a :%S dea,er.
:%S 'uyin$ tips.
8ind a dea,er.
After AIIS 'ank its J<K 'ank 3ho pro/ide 'etter :%S ser/ice in J<K state.
#hus peop,e can opt for J<K Bank or AIIS 'ank for :%S ser/ice.
S3pport
As discussed here+ customer support is critica, to the success of a :%S
insta,,ation. Make sure you kno3 e?act,y 3hat your :%S dea,er pro/ides in
terms of response times+ rep,acement po,icies+ and te,ephone support.
#his is the sin$,e most important aspect of a :%S purchasin$ decision.
But optin$ for J<K 'ankGs ser/ice can 'e a ri$ht decision to 'e taken for
:%S ser/ice. As J<K 'ank is pro/idin$ 'etter faci,ities for the merchants to
en-oy.
I/4ta;;at0o/
Insta,,ation is done 'y the J<K 'ank it se,f. Marketin$ sa,esmen ha/e to
moti/ate merchants to insta,, the machine. After persuadin$ them an
a$reement is to 'e 5,,ed. If the merchant is not ha/in$ a 'ank account in
the J<K 'ank then he has to 5,, an another form of current account and
then the 3ho,e documents are su'mitted in the main 'ranch of the 'ank
and then the further procedure is done 'y the 'ank itse,f.
After 1B days of $ap the :%S machine is insta,,ed 'y the en$ineers at the
$i/en p,ace.
#ac0;0t0e4
Disitin$ :%S dea,ersR faci,ities can 'e a $reat 3ay to $et a sense of their
operation. %ne shou,d 'e a',e to check out their repair shop and $et a
sense of ho3 'usy they are.. "ependin$ on your support needs+ pro?imity
may or may not 'e important to you ) if you p,an to re,y on te,ephone
support and shippin$ components 'ack for repair+ it 3i,, not matter+ 'ut if
you e?pect 5e,d technicians to come to you+ distance from the /endor can
'e a factor.
#he J<K 'ank is pro/idin$ fo,,o3in$ ser/icesQ
ItGs pro/idin$ free ser/ice for 5rst * months.
Bank is char$in$ 1.*N commission per s3ap.
It a,,o3s e/ery card to 'e s3apped throu$h :%S machine.
It char$es 2B2 s per month after 5rst * months if transaction is not
up to >B+222 s per month.
Demo/4trat0o/4
9othin$ $i/es a 'etter sense of ho3 easy a system is to use than tryin$ it
yourse,f. Some /endors do on)site demos+ 3hich $i/es you the added
ad/anta$e of 'ein$ a',e to see ho3 the hard3are ,ooks in your ,ocation.
%thers 3i,, in/ite you to try the system in their o1ce+ 3hich $i/es you that
faci,ities tour 3e discussed. 7ither 3ay+ an in)person demo is stron$,y
recommended if you are unfami,iar 3ith :%S systems.
But J<K 'ank is not pro/idin$ such on)site or ,i/e demos. #he 'ank is
pro/idin$ some 'rochures+ forms and a$reements+ they are to 'e 5,,ed and
a$reement is made to en-oy the ser/ice. #he Bank sends its marketin$
peop,e in the market and these peop,e makes the merchant to understand
that actua,,y 3hat is :%S ser/ice+ ho3 it 3i,, aHect your 'usiness and you
3i,, $et the $ains in your 'usiness e.t.c.
Refere/ce4
Another fami,iar 3ay to in/esti$ate :%S dea,ers for your 'usiness is to ask
for references to other customers ) make sure to ask for references that
are in 'usiness simi,ar to yours. %f course+ you 3i,, 'e referred to the
/endorRs most satis5ed customers+ 'ut you can sti,, ,earn Auite a 'it from
them. Here are some samp,e Auestions to ask the references=
Ho3 has the :%S system inMuenced your 'usiness that you doJ
Phat do you 3ish you had done diHerent,yJ
Ha/e you needed any support or repairsJ Ho3 did the /endor respondJ
"o you kno3 of any one e,se 3ho uses this systemJ #his can $et you
additiona, references to speak to+ some of 3hom mi$ht 'e more candid.
If you had to say one ne$ati/e thin$ a'out the system4dea,er+ 3hat 3ou,d
it 'eJ
"o not 'e afraid to ask for a reference that dis,ikes the dea,er+ as 3e,,.
7/ery 'usiness has dissatis5ed customers from time to time+ and you can
certain,y ,earn from them.
Ret3r/ po;0c0e4
J<K 'ank oHer 3arranties that 3i,, ena',e you to $et repairs or
rep,acements for any eAuipment fai,ures+ 'ut returnin$ eAuipment is more
di1cu,t. J<K Bank may a,,o3 you to e?chan$e indi/idua, pieces of
hard3are for others+ 'ut some may not accept returns at a,,. A$ain+ make
sure you understand these po,icies 'efore you si$n a contract.
POS 8360/1 t0p4
Po0/t of Sa;e S64tem4 B36erJ4 %30de
Make sure you think throu$h a,, of your specia, discounts and
promotions 'efore makin$ a purchase. #hose unusua, pro$rams can
'e di1cu,t to accommodate in some soft3are+ so make sure you do
the research.
MAINTAINANCE
As 3ith any computer systems+ 'ackups are important. #a,k to the 'ank
a'out creatin$ automated 'ackup schedu,es.
"o not use your :%S computers for anythin$ other than :%S. 7specia,,y
resist the temptation to connect them to the Internet and use them for
3e' 'ro3sin$ or emai,.
:re/entati/e maintenance can 'e important. Simp,y /acuumin$ out the
cases and ,u'in$ and c,eanin$ printers can e?tend their ,i/es considera',y.
If you ha/e a ,itt,e 'it of computer a'i,ity and think you mi$ht 'e a',e to
put a :%S system to$ether yourse,f\ that is pro'a',y a /ery 'ad idea.
:%S systems ha/e to 'e much more ro'ust than re$u,ar systems+ and the
issues that can crop up are /ery speci5c to :%S.
Most ma-or :%S soft3are pu',ishers pro/ide some sort of demo on their
3e' sites W many e/en pro/ide a fu,, 3orkin$ /ersion of the soft3are either
as a do3n,oad or on C". 6sin$ the soft3are on your o3n can he,p you
e/a,uate the ease of use and -ud$e ho3 sta',e and4or 'u$$y the soft3are
is.
So one shou,d make sure that one has to inAuire a'out the 'ank and its
:%S ser/ice 'ut J<K 'ank is pro/idin$ most re,ia',e ser/ices.

OBJECTI@ES O# THE STUD
#o kno3 3hat are third party products.
#o re/ie3 the third party products4ser/ices undertaken 'y the 'ank.
#o 'e kno3,ed$e a'out the ,e/e, of e?pectations of any customer
a'out any particu,ar third party product.
#o ana,yse 3hat moti/ates peop,e to 'uy third party products.
#o ana,yse the dissatisfaction amon$ peop,e for any third party
product of J<K 'ank.
#o ana,yse the marketin$ strate$ies of J<K 'ank.
#o ana,yse the market cha,,en$es that 'ank is facin$.
SCOPE OF THE STUDY:-
#o impro/e the #hird :arty :roduct ser/ices of the 'ank.
#o make the 'ank a',e to face the market cha,,en$es.
#o kno3 a'out their competitors.
#o increase the customer satisfaction.
#o increase the $ood 3i,, of the 'ank
Re1e!2% Met%odo"o(3
esearch Methodo,o$y is a science of studyin$ ho3 research is done
scienti5ca,,y. It is 3ay to systematica,,y so,/e the research pro',em 'y
,o$ica,,y adoptin$ /arious steps. Methodo,o$y he,ps to understand not on,y
the products 'ut the process itse,f. It aims to descri'e and ana,yse
methods+ throu$h ,i$ht on their ,imitations and procedures and resources+
c,arify their presuppositions and potentia,ities to the t3i,i$ht Lone at the
Tfrontiers of kno3,ed$eG.
esearch is an art of scienti5c in/esti$ation. It is the systematic
in/esti$ation on order to 5nd out facts and so,ution of a particu,ar
pro',em. It is the Search for Kno3,ed$e. By adoptin$ proper method of
research 3e can easi,y 5nd our So,ution and can achie/e our o'-ecti/es
easi,y.
esearch methodo,o$y is the systematic 3ay to so,/e the research
pro',em. #his research methodo,o$y has he,ped in assessin$ the 5ndin$ <
resu,t for this purpose a ,et of information 3as needed.
Re4earc5 De401/
#he mode of the research 3as the e?p,oratory i.e $oa, oriented or tar$et
oriented.
Samp,e SiLe 122
Co,,ection of data
:rimary data=
:ry. "ata is co,,ected throu$h persona, inter/ie3s+ Auestionnaires+
te,ephonic con/ersations+ 'y doin$ s3ot ana,ysis.
A sur/ey 3as conducted on the diHerent cate$ories of peop,e to study the
,e/e, of a3areness of products and schemes oHered 'y the 'ank.
#he main research instrument 3ith the he,p of 3hich sur/ey 3as
undertaken 3as Auestionnaire. #he Auestionnaire contains a set of open)
end Auestions throu$h 3hich information 3as co,,ected.
A samp,e of 122 peop,e 3as taken to conduct the sur/ey. #he peop,e
'e,on$ to diHerent occupations.
%ccupation :ercenta$e
Businessman 22N
Ser/ice c,ass >BN
:rofessiona,s *BN
ANA,SIS AND
INTERPRETATION:A
%n conductin$ sur/ey on #hird :arty :roducts
of J<K Bank fo,,o3in$ data 3as conc,uded=
Are 6o3 aDare of d0Kere/t cred0t card4 oKered 86
J&- Ba/7L
Phere
F2N )) A3are
*2N )) 6na3are
Here 3e conc,ude that most of the peop,e are a3are of diHerent credit
cards oHered 'y the 'ank.

'A .50c5 card 6o3 preferL
yes
no
Phere
B,ue 7mpo3erment Card )) E2N
Si,/er 7mpo3erment Card W *2N
Co,d 7mpo3erment Card W 12N
Here 3e conc,ude that preference of Credit Cards $oes in this order=
B,ue 7mpo3erment Card]Si,/er 7mpo3erment Card ]Co,d 7mpo3erment
Card
(A Are 6o3 H/d0/1 a/6 d0Mc3;t6 D50;e 340/1 cred0t
card4L
Blue Empowerment
Card
Silver Emowerment
Card
Gold Empowerment
Crad
Phere
22N said ;7S
And K2N said 9%
Here 3e conc,ude that most of the customers are not 5ndin$ any di1cu,ty
3hi,e usin$ credit cards.
+A Doe4 t5e compa/6 4o;:e4 6o3r pro8;em or
C3er0e4 0/ t0meL
Phere
FBN are satis5ed 3ith the Auery hand,in$ <
Yes
No
Yes
No
2BN are unsatis5ed.
). HoD Do3;d 6o3 rate t5e I/tere4t Rate4 c5ar1ed
86 J&- Ba/7 o/ cred0t card4L
Phere ratin$s 3ere ,ike this=
Hi$h W BN
Medium W *2N
@o3 W 1BN
Competiti/e W B2N
Here 3e conc,ude that the ratin$ $oes in this 3ayQ
Competiti/e]Medium]@o3]Hi$h
<$ Are 6o3 4at04Hed D0t5 t5e 8a/7N4 de;0:er6 of
4tateme/t of 6o3r 80;;4L
High
Medium
Low
Competitive
Phere
F2N )) Satis5ed
*2N )) 6nsatis5ed
=. HoD Do3;d 6o3 rate cred0t card 4er:0ce4
pro:0ded 86 J&- Ba/7L
Phere
7?ce,,ent ))) 1BN
Cood ))) *BN
Yes
No
Excellent
Good
verage
Below verage
A/era$e ))) >BN
Be,o3 A/era$e ))) BN
Here 3e conc,ude that ratin$ $i/en 'y the peop,e $oes in the order=
A/era$e]Cood]7?ce,,ent]Be,o3 A/era$e
>. Are 6o3 340/1 MUTUA, #UNDS 4er:0ce4 pro:0ded
86 J&- 8a/7L
Phere
E2N)))) ;es
22N)))) 9o
?$ Are 6o3 4at04Hed D0t5 t5e t0me;6 0/format0o/ of
t5e M3t3a; #3/d4 t5at t5e 8a/7 pro:0dedL
Yes
No
Phere
FBN are Satis5ed <
2BN are 6nsatis5ed.
Here 3e conc,ude that ma-ority peop,e are satis5ed 3ith the information
pro/ided 'y the 'ank a'out Mutua, 8unds.
&*$ Do 6o3 H/d a/6 d0Mc3;t6 D50;e t5e
p3rc5a4e of M3t3a; #3/d4L

Phere
BN said ;es
And OBN said 9o
Yes
No
Here 3e conc,ude that ma-ority of the peop,e 5nd it easy to purchase
Mutua, 8unds.
B. Do 6o3 1et ea46 a/d reC30red 0/format0o/ from
t5e to;; free /3m8er4 H/a/ced 86 t5e M3t3a; #3/d4
pro:0derL
Phere
EBN said ;es
*BN said 9o
&&$ Do 6o3 1et t5e t0me;6 feed8ac7 for t5e mo/e6
6o3 5a:e 0/:e4ted 0/ M3t3a; #3/d4L
Yes
No
Yes
No
Phere
F2N))) ;es
*2N))) 9o
Here 3e conc,ude that information pro/ision 'y the 'ank is $ood 'ut sti,,
there are chances for impro/ement.
&'$ Are 6o3 4at04Hed D0t5 t5e 4er:0ce4 of t5e
J&- Ba/7 0/ term4 of C3er6 5a/d;0/1 of M3t3a;
#3/d4L
Phere
K2N said ;es
22N said 9o
Here 3e conc,ude that most of the peop,e 3ere satis5ed 'ut sti,, there
needs a proper Auery hand,in$.
&($ J&- Ba/7N4 I/43ra/ce po;0c6 preferred 86
peop;eL
Yes
No
Phere
Met Smart :,us ^ >2N
Met Smart $o,d ^ *2N
Met Su/idha ^ 12N
Met Sukh ^ 12N
Met Smart Sa/er ^ KN
Here 3e conc,ude that the preference of Insurance $oes in the order=
Met Smart p,us]Met Smart $o,d]Met Su/idha] Met Sukh]Met Smart
Sa/er.
&+$ Are 6o3 4at04Hed 86 t5e t6pe of 0/43ra/ce
prod3ctOpac7a1e4 pro:0ded 86 J&- Ba/7L
Phere
OBN 3ere Satis5ed
Met Smart !lus
Met Smart Gold
Met Suvidha
Met Su"h
Met Smart Saver
Yes
No
< BN 3ere 6nsatis5ed
Here 3e conc,ude that ma-ority of peop,e 3ere satis5ed 'y Insurance
products of J<K Bank
&)$ HoD Do3;d 6o3 rate t5e 4er:0ce4 or a4404ta/ce
pro:0ded 86 J&- 8a/7 a4 a/ a1e/tL
Phere
7?ce,,ent W 12N
Cood W BEN
A/era$e W **N
Be,o3 A/era$e W 1N
Here 3e conc,ude that the ratin$ of J<K Bank as an A$ent $oes ,ike this=
Cood]A/era$e]7?ce,,ent]Be,o3 A/era$e.
&<$ Are 6o3 4at04Hed D0t5 1roDt5 1e/erated 86
t5e po;0c6 t5at 6o3 5a:eL
Excellent
Good
verage
Below verage
Phere
O2N said ;es
< 12N said 9o
Here 3e conc,ude that ma-ority of the po,icyho,ders 3ere satis5ed 3ith the
$ro3th of their po,icy.
CONC,USION
7/er since the pri/atiLation of Insurance sector+ the sector
has 3itnessed an e/er)risin$ rate of $ro3th. Companies
are makin$ their annua, tar$ets and at the end of the year
Yes
No
see them 3ay 'eyond their e?pectations. I think that the
insurance sector has $ro3n not on,y in siLe 'ut in maturity
as 3e,,+ in the sense that from /ery simp,e products+ 3hich
3ere a/ai,a',e ear,ier on to the present. Phat has 'een
done is that Insurance Industry p,aced the customer in
center < de/e,oped products and ser/ices around the
customer.
Insurance in India is sti,, considered a ta? sa/in$ de/ice
instead of its ,on$)term 5nancia, 'ene5ts. Indian peop,e
are accustomed to in/est in Co,d+ ea, estate and 'ank
"eposits. %n,y >)BN of Indians in/est in Shares. 7/en to
this day @IC is considered an IC%9. Because of itGs
monopo,y for more than four decades and Co/ernment
Backin$. It has occupied a hi$h position and trust in
market and minds of Indian peop,e. After fe3 scams 'y
pri/ate companies+ 3hich used to sprin$ up o/er)ni$ht,y
and after co,,ectin$ hu$e amounts from peop,e used to
disappear in darkness of ni$ht+ has made the names of
pri/ate companies /ery untrust3orthy to put their money
in for ,on$ terms. :ri/ate companies do not ha/e any
$o/ernment security. So they are at disad/anta$e in
current ,i$ht of situation particu,ar,y in insurance sector.
#he on,y 3ay they can 3in trust is 'y continuous,y and
Ma3,ess,y sho3in$ 'etter resu,ts. And that is 3hat the ne3
pri/ate entrants are doin$ ri$ht no3.
Indian insurance market has 'ecome /ery /i'rant.
Smashin$ a,, the dou'ts o/er the decision to ,i'era,iLe the
Indian insurance sector+ the o/er3he,min$ t3o years
performance of Indian Insurance sector is test case of a
massi/e story of pri/ate p,ayers enterin$ into erst3hi,e
state monopo,y. #he insurance penetration ,e/e, has
considera',y increased from 1.E N to a'out 2.FBN. 9o3
3hether that $ro3th is enou$h in three)year period+ 3e
can a,3ays counter that. In the ,ast * years pri/ate
insurance companies ha/e $ro3n at 222)*22 N ,e/e,s. But
if you ,ook at a ,on$er time horiLon say at 12 years the
insurance companies 3ou,d $ro3 at 1*)1>N rate that
3ou,d make it one of the fastest $ro3in$ sectors.
#he portfo,io $ame has shifted and the a/era$e siLe of
po,icies 'ou$ht has increased. #he reason 'ehind 'uyin$ a
risk co/er has shifted. :eop,e are not 'uyin$ co/er for
sake of ta? 'reaks. #hey are ,ookin$ at safe$uardin$
Additiona, themse,/es from the risk of dyin$ too ear,y to
,i/in$ too ,on$. Pho,e ,ife and term Insurance po,icies are
increasin$,y 'ecomin$ popu,ar.
spendin$ has not simp,y increased the a3areness ,e/e, of
insurance 'ut a,so 'rou$ht a'out certain amount of se,,in$
and market discip,ine. #his is reMected to the fact that
se,,in$ is not ske3ed to March pressure.
More and more peop,e understand the ri$ht amount of
insurance co/er to take care of their responsi'i,ities.
:eop,e kno3 3hen they are underinsured and $o for the
ri$ht choice of insurance co/er for themse,/es. #hree
years since the pri/atiLation of Indian Insurance Sector
and entry of 5rst :ri/ate Insurance Companies a hi$h ,e/e,
of a3areness a'out pri/atiLation amon$ peop,e is
o'ser/ed. :eop,e ha/e started demandin$ the easy access
of ri$ht and true information. Insurance companies are
a,so steppin$)up their 3ork for pro/idin$ more+ easy and
freAuent access to information and recent de/e,opments if
insurance products.

8I9"I9CS
Bank shou,d ha/e proper department or
person 3ho has comp,ete kno3,ed$e <
information a'out mutua, funds.
#here shou,d 'e impro/ement in the to,, free
num'ers 5nanced 'y the mutua, fund pro/ider.
Bank need to create $ood < e1cient customer
care centre for credit card ho,ders.
Bank need to impro/e time,y de,i/ery of
customer 'i,,s
#hey are focused on $ettin$ ne3 'usiness 'ut
they shou,d a,so focus on e?istin$ customer
ser/ice.


S6CC7S#I%9S
After ana,yLin$ the 5ndin$s from my sur/ey I am $i/in$
some recommendations to J<K BA9K+ 'y app,yin$ these
su$$estions company can $et some 'ene5t.
C,assi5cation of customer as pro5ta',e and ,east
pro5ta',e and a,i$nin$ a,, 'usiness processes and
strate$ies a,on$ customer ,inks.
Impro/ed ser/ice Aua,ity and indi/idua,iLed attention to
customer.
"ue to pressure on markin$s and @ICGs stron$ customer
and a$ent 'ase in a,, o/er India+ reAuires J<K BA9K to
come up 3ith ne3 inno/ati/e products.
7nhance focus on ura, sector.
:rofessiona,ism
:u',icity < :u',ic e,ations
Mana$ement their customers on 'asis of pro5ta'i,ity
and re/enue $eneration.
Comp,aints 'y c,ients shou,d 'e tried to remo/e as soon
as possi',e.
More commission and other 'ene5t shou,d 'e $i/en to
the more pro5ta',e a$ent.
C,assi5es its most pro5ta',e staH on 'asis of num'er of
comp,aints hand,ed.
6nder socia, 'ene5ts company shou,d initiate positi/e
phone ca,,s and shou,d pro/ide ser/ice su$$estions 3ith
$ettin$ to pro',ems.
Maintain data'ase of e?istin$ customers for future
contact.
:ro/ide net ad/ice and net se,,in$ faci,ities.
:roduct information /ia mass media sources.
Insurance ad/ertisement sent in mai,.
BIB@%CA:H;
1. Kothari C..+ esearch Methodo,o$y= esearch <
#echniAues+Dish/a :arkashan+ 9e3 "e,hi+ 1OOK+ >th
7d.
2. RInsurance chronic,eRQ Brandin$ Insurance an India
perspecti/e.
*. 9ar$undkar a-endraQ Marketin$ esearch+ #ata
McCra3 Hi,,
:u',ishin$ Co. @td. 9e3 "e,hi+ 2nd 7dition+ 222*
P7BSI#7S
333.-k'ank.net
333.$oo$,e.com
http#$$in%insurance%yahoo%com$insurance%html
http#$$www%icicipruli&e%com
http#$$lic%insurance%pro&ile%com
http#$$pro'ectshu(%com$insurance
http#$$hd&cinsurance%com
http#$$(irlasunli&e%com
http#$$www%allian)(a'a'%co%in
ANNEIURS
!UESTIONNAIRE O# RESPONDENTS
"7A 7S:%9"79#
I am the student of "7:A#M79# %8 C%MM7C7
:%9"ICH7; 69ID7SI#;+ :6"6CHA; doin$ M.C%M
&B8()III S7MIS#7 and conductin$ my 5rst research pro-ect
re$ardin$ the C6S#%M7 SA#IS8ICA#I%9 I9 #HI" :A#;
:%"6C#S %8 J < K BA9K. I 3i,, 'e /ery thankfu, to you if
you pro/ide me the reAuired information=
9AM7= _____________________
AC7= ____________________
:%87SSI%9= ____________________
!6A@I8IC#I%9= ________________________________
S7I= ____________________
I9C%M7 &annua,,y( _________________________________
1. Are u a3are of the diHerent credit cards oHered 'y J<K 'ankJ

;es 9o
2. Phich card 3i,, you preferJ

B,ue empo3erment card Si,/er
empo3erment card

Co,d empo3erment card
*. Are you 5ndin$ any di1cu,ty 3hi,e usin$ credit card+ if yes $i/e any
instanceJ
_________________________________________________________________
_________________________________________________________________
>. "oes the company so,/e your pro',ems or Aueries in timeJ
;es 9o
B. Ho3 3ou,d you rate the interest rate char$ed 'y J<K Bank on credit
cardsJ
Hi$h
@%P
Medium
C%M:7#I#ID7

E. Are you satis5ed 3ith the Bank de,i/ery of statement of your 'i,,sJ
;es 9o
F. Ho3 3ou,d you rate credit card ser/ices pro/ided 'y J<K BankJ
7?ce,,ent Cood
A/era$e Be,o3 a/era$e

;our Su$$estion a'out credit card if anyJ
K. Are you usin$ mutua, fund ser/ices pro/ided 'y J<K BankJ

;es 9o9%

O. Are you satis5ed 3ith the time,y information of the Mutua, 8unds
that the 'ank pro/idedJ

;es 9o
12. "o you 5nd any di1cu,ty 3hi,e the purchase of Mutua, 8undsJ
;es 9o

11. "o you $et easy and reAuired information in the to,,)free num'ers
5nanced 'y the mutua, fund pro/iderJ
;es 9o

12. "o you $et the time,y feed 'ack for the money you ha/e in/ested
in mutua, fundsJ
;es 9o
*. Are you satis5ed 3ith the ser/ices of the J<K 'ank in terms of Auery
hand,in$ of Mutua, 8unds J
;es 9o
;our su$$estion a'out Mutua, 8unds J
_______________________________________________________________
>. Ha/e you taken any insurance po,icy from J<K 'ank+ if yes specify
the name 3hich po,icy you ha/e takenJ

_________________________________________________________________
1B. Are you satis5ed 'y the type of insurance product4packa$es
pro/idedJ
;7S 9%
1E. Ho3 3ou,d you rate the ser/ices or assistance pro/ided 'y J<K
'ank as an a$entJ
7?ce,,ent Cood


A/era$e Be,o3 a/era$e
1F. Are you satis5ed 3ith the $ro3th $enerated 'y the po,icy that you
ha/eJ
;es 9o