CHAPTER - 1.

INTRODUCTION

1. INTRODUCTION TO CO-OPERATIVE BANK

The Punjab State Cooperative Bank Ltd. (PSCB) experience a whole new era of banking
technology, where banking is made easier and convenient for our customers. The Punjab State
Cooperative Bank provides you with the new generation banking architecture to progress in the
future in an evolutionary manner. Punjab State Cooperative Bank (PSCB) is customer centric.

1.1 HISTORY
The Punjab state cooperative bank was established on 31st august, 1949 at Shimla vide
registration no. 720 has a principle financing institution of the cooperative movement in Punjab.
In 1951 its head office was shifted to Jalandhar from where it moved in 1963 to its present
building at Chandigarh. In the cooperative banking structure, the position of the Punjab state
cooperative bank is extremely important as the whole credit system revolves around it.
It has 19 branches and 1 extension counters in Chandigarh. There are 20 district central
cooperative 222 banks having 804 branches all over Punjab, mostly in rural areas of the state.

1.2 PROFILE: THE PUNJAB STATE COOPERATIVE BANK LTD.

The bathinda central cooperative bank limited bathinda was registered in 1949, its business was
started only with two branches. In 1993, this bank are having 50 branches, but in this year 17
branches are link with central bank mansa from separating this bank because of mansa becomes
a new district of punjab. After this, it has open 8 new branches. At present, 39 branches are
working under this bank. Reserve bank of india is declare it as a licensed bank. There are
working 183 agriculture societies under this bank which are provide cash and fertilizers to 85000
farmers approximate, in spite of this there are 718 other industrial and other societies and 37368
are nominal members.

1.3 OBJECTIVES

To serve as a balancing centre for cooperative societies in the state for cooperative societies
in the state of punjab registered under the punjab cooperative societies ac, 1961 for the time
being in force.

To carry on banking and credit business.

To grant long-term loans to farmers to enable them to carry out agricultural improvements

with credit support.

To acquire land for the formation of economic holdings.
To float debentures.
To give loans to help the farmers for development of agriculture and allied activities.
To support and help the farmers for construction of houses in rural areas.
To provide loans for soil conservation and redemption of land.

1.4 VISION

We will force the future challenges with grit and take every possible step for the
development of our institution.

More

steps

will

be

taken

to

provide

efficient

services.

Present customers will be retained and other customers will be attracted to increase
market share.

Bank will attract maximum deposit (especially low cost deposit) to strengthen its
financial resources so as to reduce its dependency upon nabard.

Bank while diversifying its loan portfolio will provide medium term and long term loans
to the maximum extent will be achieved.

Every effort will be made to open account of all the farmers of the state. Bank will
receive deposits from farmers and meet all their credit needs.

Bank, for the sake of development of state, will strive hard to provide maximum and
better services to customers especially farmers and for this wherever necessary, every
effort will be made to modify the schemes.

Bank will prepare its business plan every year,

Bank will professionalize and modernize the business.

3

1.5 AWARDS & ACHIEVEMENTS

1.5.1 AWARDS
The

punjab

state

cooperative

bank

has

already

been

awarded best

performance

award from nabard and nafscob. For the year 2003-04, punjab cooperative bank has been
selected for nabard's best performance award" which is based on performance of all the scbs in
the country. Similarly our jalandhar dccb has also been selected for nabards best performance
award out of all the dccbs in the country for the year 2003-04.
1.5.2 ACHIEVEMENTS

1. S.T. AGRICULTURE LOAN

The cooperative banks in the state have advanced rs.7536.33 crores as st agri. Loan during the year 200910 as compared to rs.5894.28 crore during 2008-09. Similarly during 2010-11, rs 8497.15 crores stand
disbursed . Against the target of rs.8300.00 crores.
2. R.C.C. LIMIT
During 2009-10 the central coop. Banks in punjab have sanctioned r.c.c limits worth rs.2296.62 crores as
compared to rs.2091.75 crore of 2008-09. During the year 2010-11 the bank has sanctioned rcc limits
worth rs.2460.79 crore.
3. TWO WHEELER LOANS TO AGRICULTURISTS
Under two wheeler loan scheme the farmers can take loan up to 75% of two-wheelers cost or rs.50,000/whichever is lower from the central cooperative banks. During the year 2009-10, the bank has advanced a
sum of rs.32.67 crore. Similarly, during 2010-11, rs.29.70 crore has been advanced against the target of
rs.40.00 crore.
4. HOUSING LOANS
During the year 2008-09 central cooperative banks in the state have advanced rs.90.66 crores against the
target of rs.80.00 crores. During 2009-10, rs.86.64 crores has been disbursed against the target of
rs.110.00 crore. During 2010-11 rs.84.56 crore has been disbursed.
5. NON FARM SECTOR LOANS
4

During 2008-09 rs 47.72 crores were advanced under the scheme by dccbs in the state of punjab. During
the year 2009-10, rs.48.84 crores has been advanced. Similarly during 2010-11, rs.41.93 crore has been
advanced against the target of rs.55.00 crore.
6. LOAN FOR CONSUMER DURABLES
Under consumer durables loan scheme, rs.79.62 crores has been advanced during 2009-10. Similarly,
during 2010-11, rs.78.25 crore has been advanced against the target of

rs.80.00 crores .

1.5.3 Special incentive for women beneficiaries:

The bank is giving 0.5% interest rebate to women beneficiaries. Moreover no loan fee is
charged from the women beneficiaries at the time of availing loan from the padbs.

1.6 FUTURE PLANNING

1.6.1 FUTURE PROSPECTS

Cooperatives are not unaffected by structural adjustments and globalization of commodity
market. As a result, cooperative banks are required to redesign their strategies for sustainability
and growth. The economic reforms initiated by the government of india in 1991 have affected
the financial institutions including the cooperative financial institutions. These reforms aim at
liberalization and deregulation of indian economy.
The cooperative banks of punjab have accepted the reforms in indian economy, especially, the
financial reforms in right spirit. Since these banks have mainly been providing credit to
agriculture sector, changes in agricultural economy affect them more closely. The banks envisage
following scenario as a result of liberalised agricultural policy :

Liberalisation of agricultural policy would result in greater capital intensity and borrowed
capital requirements of agriculturists. In order to induce diversification and produce
quality products for international market. For this purpose, punjab farmers would need
greater credit support for improved technology, seeds and agro-inputs.
5

Liberalized agricultural policy would reverse the process of fragmentation of land

holdings and would result in exodus of employment opportunities from agricultural
sector to other sectors of economy. Such as small business enterprises, services and
industrial sector.

Liberalisation of agriculture would professionalise and modernise agriculture, thereby

earning a status of industry attracting high skilled professionals in agriculture sector.

Liberalised agricultural economy would lead to a greater role of private research and
development institutions in improving the productivity and quality of agricultural
operations.

1.7 INTRODUCTION OF AXIS BANK LTD.

Axis bank limited (formerly uti bank) is the third largest private sector bank in india. It offers
financial services to customer segments covering large and mid-corporates, agriculture and retail
businesses. Axis bank has its headquarters in mumbai, maharashtra.
1.7.1 History
Axis Bank Ltd Was Incorporated In The Year 1993 As UTI Bank Ltd Which Provided Corporate
And Retail Banking Products And Was The First Private Banks To Have Begun Operations In
1994, After The Government Of India Allowed New Private Banks To Be established.
Axis Bank is one of the first new generation private sector banks to have begun operations in
1994. The Bank was promoted in 1993, jointly by Specified Undertaking of Unit Trust of India
(SUUTI) (then known as Unit Trust of India),Life Insurance Corporation of India (LIC), General
Insurance Corporation of India (GIC), National Insurance Company Ltd., The New India
Assurance Company Ltd., The Oriental Insurance Company Ltd. and United India Insurance
Company Ltd. The shareholding of Unit Trust of India was subsequently transferred to SUUTI,
an entity established in 2003.

1.7.2 Operations
Indian business: as on 30-sep-2014, the bank had a network of 2225 branches and extension
counters and 11796 atms. Axis bank has the largest atm network among private banks in india
and it operates an atm at one of the worlds highest sites at thelgu, sikkim at a height of 4,023
meters (13,200 ft) above sea level.
International business: the bank has seven international offices with branches at singapore, hong
kong, dubai (at the difc) and colombo and representative offices at shanghai, dubai and abu
dhabi, which focus on corporate lending, trade finance, syndication, investment banking and
liability businesses. In addition to the above, the bank has a presence in uk with its wholly owned
subsidiary axis bank uk limited.

1.7.3 Services
Axis bank operates in four segments: treasury operations, retail banking, corporate/wholesale
banking and other banking business.

Treasury Operations: The banks treasury operation services include investments in

sovereign and corporate debt, equity and mutual funds, trading operations, derivative
trading and foreign exchange operations on the account, and for customers and central
funding.

Retail Banking: In the retail banking category, the bank offers services such as lending
to individuals/small businesses subject to the orientation, product and granularity
criterion, along with liability products, card services, internet banking, automated teller
machines (atm) services, depository, financial advisory services, and non-resident indian
(nri) services.

Corporate/Wholesale Banking: The bank offers to corporate and other organizations

services including corporate relationship not included under retail banking, corporate
advisory services, placements and syndication, management of public issues, project
appraisals, capital market related services and cash management services.
7

NRI Services: Products and Services for NRIs that facilitate investments in India.

Business Banking: The bank accepts income and other direct taxes through its 214
authorized branches at 137 locations and central excise and service taxes (including epayments) through 56 authorized branches at 14 locations.

Investment Banking: Banks Investment Banking Business Comprises Activities

Related To Equity Capital Markets, Mergers And Acquisitions And Private Equity
Advisory. The Bank Is A SEBI-Registered Category I Merchant Banker And Has Been
Active In Advising Indian Companies In Raising Equity Through IPOs, Qips, And
Rights Issues Etc. During The Financial Year Ended 31 March 2012, Axis Bank
Undertook 9 Transactions Including 5 Ipos And 2 Open Offers.

Lending To Small And Medium Enterprises: Axis Bank SME Business Is Segmented
In Three Groups: Small Enterprises, Medium Enterprises And Supply Chain Finance.
Under The Small Business Group A Subgroup For Financing Micro Enterprises Is Also
Set Up. Axis Bank Is The First Indian Bank Having TCDC Cards In 11 Currencies.

Agriculture Banking: 759 Branches Of The Bank Provide Banking Services, Including
Agricultural Loans, To Farmers. As On 31 March 2014, The Banks Outstanding Loans In
The Agricultural Sector Was INR 148 Billion, Constituting 7.5% Of Its Total Advances.

1.7.4 Awards & Recognitions

Bank of the year money today fpcil awards 201314

Best bank cnbc-tv18 indias best bank and financial institution awards 2013

Best bank runner-up outlook money awards 2012

'Consistent performer' in Indias best banks 2012 survey' by business today.

Fastest growing large bank dun & Bradstreet Polaris financial technology banking
awards 2012

Fastest growing large bank business world best banks survey 2012

Best domestic bond house the asset triple a country awards 2012

India bond house of the year fir Asia country awards 2012

Deal maker of the year in rupee bonds business world magna awards Indias best deal
makers 2012

The best emerging bullion dealing bank 9th India international gold convention-2011-12

Best acquiring institution in south asia visa leader award at visas 2012 apcemea security
summit, bali.

Gold shield for excellence in financial reporting in the private banks category 201112
from institute of chartered accountants of india.
2013 - 2014

1. Axis bank voted for most trusted private sector bank in the country in the most trusted
brands survey 2013 by brand equity.
2. Axis bank ranked no. 1 bank in india in both primary & secondary market of corporate
bonds -the asset benchmark research
3. Best debt house in india - euromoney awards for excellence 2014
4. Axis bank ranked no 1 company to work for in the bfsi sector - 'the best companies to
work for' survey by business today
5. Consistent performer - indias best banks 2013 survey by business today & kpmg

6. Runner up for best bank category- outlook money awards 2014

7. Fastest growing large bank - business world pwc survey of indias best banks 2013
8. Banking frontiers finnoviti 2013 awards for fxconnect
9. Ranked no 1 in the it biz award - large enterprises category by express it awards
10. Innovation for 2013 for ladies first card under the most innovative broad based product
offering category- iba innovations award
11. Axis bank featured in asia's fab50 companies for 2013 by forbes asia
12. Gold shield for second year in a row for excellence in financial reporting in the private
banks category - 2012-13 - icai (institute of chartered accountants of india)
13. Second runners up for best financial inclusion initiative amongst private sector banks- iba
banking technology awards 2013
14. Fastest growing large bank- bw business world magna awards 2014

1.7.5 VISION, MISSION AND VALUES

1.7.5.1 Vision
To be the preferred brand for total financial banking for both corporate and individuals.
1.7.5.2 Mission
Customer service and product innovation tuned to diverse needs of individual and
corporate clientele.
Continuous technology upgradation while maintaining human values.
Progressive globalization and achieving international standards.
Efficiency and effectiveness built on ethical practices.

1.7.5.3 Values
10

Customer satisfaction through

Providing quality service effectively and efficiently

Smile, it enhances your face value" is a service quality stressed on

Periodic customer service audits

Maximization of stakeholder value

Success through teamwork, integrity and people

VISION 2015:
To be the preferred financial solutions provider excelling in customer delivery through insight,
empowered employees and smart use of technology.

1.8 ORGANISATION STRUCTURE

1.9 SERVICES
Retail Banking
Deposit Schemes
Loans And Advances
Personal Loans
Housing Loans
Cards
Consumer Durables
11

 Auto Loans
Personal Banking

Accounts Terms Deposits

Fixed Deposits
Recurring Deposits
Cards
Different Variants Like: Gold Plus Cards, Silver And Silver Plus Cards

Corporate Banking

Accounts
Normal Current A/C
Trust/NGO Savings A/C
Services
Private Equity, Mergers And Acquisitions
Advisory Services
Capital Market Funding
E- Broking

12

CHAPTER 2.
PERFORMANCE & SCHEMES

2. Performance Of COOPERATIVE BANK ON Three Years Are According

To Below Tractions Regarding Bank:S. No Particulars

Year 2011

Year 2012

Year 2013

1.

Total Funds

2724.90

2868.00

2888.70

2.

Deposits

28805.60

32418.88

36590.85

3.

Distributed Loans
44788.69

38388.93

46004.56

454.15

587.75

610.25

534.60

539.21

570.46

a
b
c
d
e

ST And MT
Non Farm Sector
Personal Loan
House Loan
Other Loan
Total Distributed Loans

13

841.71

640.47

653.60

11227.28

13391.44

10451.96

57846

53547.80

58290.43

27754.77

27389.03

28940.76

B) Non Farm Sector

857.42

1109.27

1170.45

C) Personal Loan

841.20

964.15

1048.50

D) House Loan

1905.15

2032.71

2163.10

E)Other Loan

11282.46

11922.71

10973.99

Total Pending Loans

42641.00

43417.87

44296.80

5.

Capital

55018.88

64385.40

64568.43

6.

Profit

41.11

46.89

65.80

7.

NPA (%)

4.6%

6.5%

5.2%

8.

Number Of Branches

41

41

39

9.

Number Of Employees

177

165

145

4.

Pending Loans
a

ST And MT

2.1 VARIOUS DEPOSIT SCHEMES IN CO-OPERATIVE BANK

Interest Rates On Deposit With Effect From 19th February 2014

S. No Schemes

1
2

Saving Bank
A/C
Saving Bank -

Period From Period Up to

Rate Of

Rate Of

Interest(Public

Interest(Sr.

Citizen)

4.00%

4.00%

4%

4%

14

No Frill A/C

10

Term Deposit
A/C
Term Deposit
A/C
Term Deposit
A/C
Term Deposit
A/C
Term Deposit
A/C
Term Deposit
A/C
Term Deposit
A/C
Recurring
Deposit A/C

15 Days

45 Days

5%

5.50%

91 Days

179 Days

7.00%

7.50%

46 Days

90 Days

5.75%

6.25%

180

<1 Year

8.00%

8.50%

1 Year

< 2 Year

9.25%

9.75%

2 Years

< 3 Years

9.00%

9.50%

Above

8.50%

9.00%

9.75%

9.75%

3 Years And
Above

11

Current A/C

0%

0%

12

Locker A/C

2.2 VARIOUS DEPOSIT SCHEMES IN AXIS BANK

2.2.1 ACCOUNTS

Saving Accounts
Apply Online For Saving Account
Current Account
Account Portability

2.2.2 DEPOSITS
Fixed Deposits
15

Tax Saver Fixed Deposits

Recurring Deposits
Encash 24
Interest Rates

2.2.3 SAFE DEPOSITS LOCKER

2.4 Debit Card

Visa classic debit card at a nominal fee of rs.150 for issuance and rs.150 annually
thereafter in metro and urban locations

Avail of personal accident insurance cover of upto rs.2 lakhs by swiping your card once
every 6 months

Combined lost card liability and purchase protection liability of up to rs 50,000 to protect
against fraudulent use of the debit card or damage/loss of articles purchased using debit
card

2.4.1 ELIGEBILITY AND DOCUMENTATION

All individuals residing in india and hindu undivided families (huf) can open an easy
access savings account.

To open an easy access savings account, applicants must provide the following:

Two latest passport size photographs

Address proof

16

The Most Preferred Documents For Address Proof Are

Passport

Ration card

A single utility bill, which is not more than 3 months old

Bank statement / passbook with transactions not more than 3 months old along with the
self-signed cheque from the same account and signed

Letter from a recognized public authority or public servant verifying the address

Gas connection registration letter

2.4.2 ID Proof
The most preferred documents for id proof are

PAN Card

Valid Passport

Election Card

Photo Identity Issued By Government / Defence Services / Public Sector Undertaking

Letter From Recognized Public Authority / Defence Authority / Public Servant Verifying
The Identity And Photograph Of The Applicant.

Driving Licence

For A Full List Of Address And ID Proof Documents

17

Only a single copy of the document is required if it listed under both address and identity proof.
E.g.: passport/ Andhra card. In case your mailing address and the permanent address are
different, address proof documents will be required for both.

Address and ID proof for joint accounts

For joint accounts, you will need to provide id proof documents for both applicants. However,
address proof can be of the first holder of the account, as long as it is supplemented by a
relationship proof between both the holders.

Prime Saving Account

Future Saving Account
Prime Plus Saving Account
Women Saving Account
Insurance Saving Account
Basic Saving Account
Small Saving Account

2.5 RBI Regulations

According to rbi, resident individuals who have acquired foreign currency in the form of
currency notes, bank notes and travelers cheques through any of the following sources are
permitted to open such an account:

Acquired by him while on visit to any place outside india by way of payment for services
not arising from any business in or anything done in india; or

Acquired by him, from any person not resident in india and who is on a visit to india, as
honorarium or gift for services rendered or in settlement of any lawful obligation; or

Acquired by him by way of honorarium or gift while on visit to any place outside india;
or

Represents the unspent amount of foreign exchange acquired by him from an authorized
person for travel abroad.

18

Foreign exchange earned and/or gifts received from close relatives and repatriated to
india through normal banking channels.

2.6 Fees & Charges

All you need to do is maintain the following monthly average balance (mab)

Metro branch & urban branches: rs. 10,000

Semi urban & rural branches: rs. 5,000

Monthly service fee (msf) of rs. 250 wont be charged incase of maintenance of the above
mentioned mab. (msf same across all branches)
Transaction package
Monthly

free

transaction 20 free transactions includes cash deposit/withdrawal, dd/po,

limits
Fees

clearing & funds transfer

beyond

transaction limits

free Rs. 50 per cash deposit/withdrawal, dd/po, clearing & funds

transfer

Exclusions - outstation cheque collection, neft /rtgs, atm and i-connect transactions

2.7 Cash Transaction Charges

Cash transaction (deposits/ withdrawals and home / non-home branches) above

rs.2,00,000 per month to be charged at rs. 4 per rs. 1000 or rs 100 whichever is higher.

Applicable on cash transactions within as well as beyond the free limit of 20.

19

20

CHAPTER 3
REVIEW OF LITERATURE

REVIEW OF LITERATURE
Dr. Astha Bhanot (2014) Students Awareness about Finance Provided by Banks/
Government Schemes for Higher Education reported that India's higher education system is
the third largest in the world, next to the United States and China. The main governing body at
the tertiary level is the University Grants Commission, which enforces its standards, advises the
government, and helps coordinate between the Centre and the state. Accreditation for higher
learning is overseen by 12 autonomous institutions established by the University Grants
Commission. Due to lack of finance the Indian students are not able to get quality education.
21

Therefore, there is a need for high grade of private sector participation in the field of education in
terms of finance. The government is trying to providing many schemes and public banks are
supporting students in terms of education loan but not upto that extent, because there is still lack
of awareness in them related to this material (education loan).

Sirisha, S.(2012) Success of banking scheme: Myth or reality reported that In the present
banking system, excellence in customer service is the most important tool for sustained business
growth. Customer complaints are part of the business life of any corporate entity. This is more so
for banks because they are service organizations. Over a period of time, the number of
complaints against banks with regard to deficiency of their services has been increasing in spite
of several efforts taken by the banks on the advice of the Reserve Bank of India. Since the role of
banks has changed from Class Bank to Mass Bank, there is a tremendous pressure on the part
of banks to satisfy the various needs of the customers. The load of work is increasing day by day
on banks taking into account The Bankin Scheme was established by the Reserve Bank of India
(RBI) in 1995 to provide speedy solutions to grievances faced by bank customers. Although the
number of complaints received through this forum has increased in recent times, the lack of
awareness among the customers was a big concern.
Gupta Jyoti & Jain Suman(2011) A study on Cooperative Banks in India reported that
Banking business has done wonders for the world economy. The simple looking method of
accepting money deposits from savers and then lending the same money to borrowers, banking
activity encourages the flow of money to productive use and investments. This in turn allows the
economy to grow. In the absence of banking business, savings would sit idle in our homes, the
entrepreneurs would not be in a position to raise the money, ordinary people dreaming for a new
car or house would not be able to purchase cars or houses. The government of India started the
cooperative movement of India in 1904. Then the government therefore decided to develop the
cooperatives as the institutional agency to tackle the problem of usury and rural indebtedness,
which has become a curse for population. In such a situation cooperative banks operate as a
balancing centre. At present there are several cooperative banks which are performing
multipurpose functions of financial, administrative, supervisory and development in nature of

22

expansion and development of cooperative credit system. In brief, the cooperative banks have to
act as a friend, philosopher and guide to entire cooperative structure.

Dr. Gandhar Harsh (2010) loan scheme of scheduled commercial banks in india reports that
education loans from a part of the priority sector advances of the public sector banks and most of the educational
loans are taken for pursuing higher education courses. Like other developing nations, India also faced
financial crunch in the early nineties and higher education suffered in terms of allocations. And
in the pursuit of raising access ratio in higher education, private institutions entered the field and
there has been steep rise in user charges in most-sought-after professional courses like
engineering and management in India in the post-reforms period. In the light of the facts that
scholarships going to higher education have declined, in real terms, andit is a vehicle of upward
mobility, the education loan scheme comes in to focus in order to raise access ratio in higher
education.
Kabir Rania ( 2009) consumer credit scheme of private commercial banks: consumers
preference and feedback reported that Consumer credit may be defined as credit provided to
individuals or groups to purchase consumer durables. Vinod Kothari described Consumer Credit
simply means granting a credit to the customer that is, letting him have the possession of the
goods without asking for payment right away. Consumer credit is a loan offered to individuals
for some given purposes and is to be repaid by equal monthly installments. This kind of loan is
made without security. In this case the bank makes a lump sump payment to the borrower which
is given for a fixed period at an agreed rate of interest. Repayments may be made in installments
or at the expiry of a certain period.

23

CHAPTER 4
RESEARCH METHODOLOGY

4. RESEARCH METHODOLOGY
Research methodology is a way to systematically solve the research problem. It may be
understood as a science of studying. How research is done scientifically. In it we study the
various steps that are generally adopted by researcher in studying his research problem along
with the logic behind them. One should also remember that various steps involved in research
process are not mutually exclusive, nor they are separate & distinct. The methodology adopted
for the present consists of following phases:-

4.1 Research Design:24

Descriptive & Conclusion-Oriented

4.2 Sampling Technique:

Convenience Sampling.

4.3 Sample Area:

Bathinda.

4.4 Sample Size:

Sample size for research is 50.

4.5 Data Collection& analysis:

Primary Data: Primary data has been obtained from personal interview of respondent with
the help of widely used and well known method of survey, through a well structured
questionnaire.

Secondary Data: Secondary data is, which have already been collected by someone else and
which have already been passed through the statistical process.

4.6 SCOPE OF STUDY:

Scope of the study is to understand the various services and the products offered by the
banks to the individual customers
To aware the customers of their investment schemes.
The study was done taking three banks into consideration. They are Axis Bank, cooperative Bank.

4.7 OBJECTIVES OF THE STUDY

To study the various deposit schemes providers by co-operative bank & axis bank.
25

 To study the customer satisfaction towards deposit schemes services of the bank both banks.
To study the interest rate and tenure of the deposit schemes both banks.
To study the best one service provides by the comparing the four selected banks through
questionnaire both banks.

26

CHAPTER -5
DATA ANALYSIS
AND
INTERPRETATION

5.DATA ANALYSIS & INTERPRETATION

Analysis of data is a process of inspecting, cleaning, transforming, and modeling data with the
goal of discovering useful information, suggesting conclusions, and supporting decision-making.
The purpose of the data analysis and interpretation phase is to transform the data collected into
credible evidence about the development of the intervention and its performance.
Analysis can help answer some key questions:

Has the program made a difference?

How big is this difference or change in knowledge, attitudes, or behavior?

27

1. Which type of account do you have in co-operative & axis bank

Table 1

Type of account you have

SB

15

FD

10

BOTH

OTHER

20

Figure 1

Type of account you have

15; 30%
20; 40%
SB
FD
BOTH
OTHER
10; 20%

5; 10%

INTERPRETATION: 30% people wants cooperative bank account ,20% wants axis bank
account , 10% wants both accounts 40% people wants other.
2. How do you come to know about the schemes and services of the co-operative bank
& Axis Bank
Table 2

know about schemes and services

Personal visit

15

Advertisement

10

Word of mouth

10
28

Other

Figure 2

15

know about schemes and services

Interpretation : To know about services of the bank 30 % makes personal visit ,20% prefer
advertisement, 20% prefer word of mouth, 30% prefer to other sources.
3. Which type of rate of interest on deposit do you prefer in co-operative bank & Axis Bank
Table

type of rate of interest

Yearly

20

Half yearly

20

Monthly

10

Figure 3

type of rate of interest

29

10; 20%

20; 40%
YEARLY
HALF YEARLY
MONTHLY

20; 40%

INTERPRETATION: 40% people prefer yearly schemes,40% prefer half yearly schemes and
20% people prefer monthly schemes .
4. Do you avail any appreciation from bank for being a good Customer

Table 4

avail any appreciation from bank

YES

30

NO

20

Figure No.4-

avail any appreciation from bank

30

20; 40%
YES
NO
30; 60%

INTERPRETAION: 60% people get appreciation from bank for being a good customer and
40% not.
5. What factors motivate you while going for a particular banking service
INTERST RATES

10

SCHEMES AND TERMS

PUPULARTY OF BANK

15

ALL

OTHER

15

31

10; 20%
15; 30%
INTERST RATES
SCHEMES AND
TERMS

5; 10%

PAPULARTY OF BANK
ALL
OTHER
5; 10%
15; 30%

INTERPRETATION : 20% Prefer Banking Services For Interest Rates ,10% For Schemes And
Terms ,30% For Papularty Of Bank ,10% For All These Services ,And 30% For Other Causes .
6.Do You Agree That Image Or Brand Of particular Bank Has Its Influence On The Customers
AGREE

35

DISAGREE

15

15; 30%

AGREE
DISAGREE
35; 70%

32

Interpretation : 70% people agree with this fact and 30% not .
7. Do you think that computerized banking is the essential of modern banks

Strongly disagree

Somewhat disagree

Neutral

10

Somewhat agree

10

Strongly agree

20

5; 10%
5; 10%
20; 40%

STRONGLY
DISAGREE
SOMEWHAT
DISAGREE

10; 20%

NEUTRAL
SOMEWHAT AGREE

10; 20%

STRONGLY AGREE

INTERPRETATON : 40% strongly disagree with this fact ,10% people somewhat disagree ,
20% people neutral to this fact , 20% people somewhat agree and 20% strongly agree .

8. Do you think that customer differ in his perception for a government bank and private bank

STRONGLY DISAGREE

10

SOMEWHAT DISAGREE

15

33

NEUTRAL

SOMEWHAT AGREE

10

STRONGLY AGREE

10

10; 20%

10; 20%

STRONGLY DISAGREE
SOMEWHAT
DISAGREE
NEUTRAL

10; 20%
15; 30%
5; 10%

SOMEWHAT AGREE
STRONGLY AGREE

INTERPRETATION : 20% people strongly disagree with this fact ,30% somewhat disagree ,
10% neutral ,20% some what agree , 20% strongly agree.

9. Are You Satisfy With Services co-operative bank & axis bank Of The Bank

YES

30

NO

20

34

20; 40%
YES
NO
30; 60%

Interpretation : 60 % people are satisfied with their current service and 40% are not .
10. If yes, why

High interst rate

20

Fast processing

15

Better dealing

10

Less emi

5
5; 10%

10; 20%

20; 40%

HIGH INTERST RATE

FAST PROCESSING
BETTER DEALING
LESS EMI

15; 30%

35

Interpretaion : 40% people satisfied with high interest rate ,30% with fast processing , 20%
with better dealing and 10 % with less emi .
11. If no, why?
Low interest rate

20

Poor service

15

Lots of extra charges

10

Taking too much time in processing

5; 10%

10; 20%

20; 40%

Low interest rate

Poor service
Lots of extra charges
Taking too much
time in processing

15; 30%

Interpretation : 40% are not satisfied cause of low interest rate ,30 % with poor services , 20%
with lots of extra charges , 10% with taking too much time in processing .

12. In future do you want to continue with same banks co-operative & axis bank?
YES

25

NO

25

36

25; 50%

25; 50%

YES
NO

INTERPRETATION : 50% People Want To Continue With Bank And 50% Did Not Want.
13.Which services you like provided by co-oerative bank
Saving a/c

20

Term deposit a/c

10

Recurring a/c

10

Other

10

Sales
SAVING A/C
10; 20%

TERM DEPOSIT
20; 40%

RECURRING
OTHER

10; 20%
10; 20%

37

INTERPRETATION :

40 % people like saving a/c, 20% peple like recurring a/c, 20% people

like term deposit a/c, 20% people like other

14. which bank provided a beter services ?
Co-operative bank

20

AXIS BANK

30

Sales

20; 40%

CO-OPERATIVE
BANK
AXIS BANK

30; 60%

INTERPRETATION : 60% people says axis bank, 40 % people says co-operative bank

38

CHAPTER -6
FINDINGS
AND
LIMITATIONS

6.1 FINDINGS OF THE STUDY

It is found that 35% respondents are satisfied with confirmation procedure of the organization
whereas 15% procedure is very good and same no. of respondents says that procedure is
very bad.

It is clear that 40% respondents says that online deposit services good whereas 10% are
strongly disagree with that.

39

Respondents are satisfied with that as compares to other Banks Satisfy With Services cooperative bank & axis bank Of The Bank

They can open account in less time

The reference checking is quite satisfactory iun this organization

Think That Customer Differ In His Perception For A Government Bank And Private Bank
STRONGLY DISAGREE

10% , SOMEWHAT DISAGREE

15%, NEUTRAL

5%,SOMEWHAT AGREE 10%, STRONGLY AGREE 10%

6.2 LIMITATIONS
1. The

study is based on the data of past three or four years only.

2. Some of the customers have their accouts in banks, but they have no proper knowledge about
those.
3. The feedback received from the individuals is according to their perceptions, limited exposure
and personal knowledge level.
4. Very less time was there for interacting with corporate clients.
5. The time period of the research was limited.

40

CHAPTER 7
CONCLUSION

7. CONCLUSION
People of Bathinda region are aware of cooperative bank but still there is less awareness regarding its
products and services. Also axis bank in village gill patti so village less aware about the services of axis
bank. So there should be more advertisement through word of mouth as it is the more effective media of
advertisement as per survey. There is need of more employees to handle the workload and queries of
customers in both co-operative bank & axis bank. Limit of minimum average balance should be reduced
so that lower income group people & salaried people could maintain this. Centralization is also a big

41

problem because customer has to wait for his/her ATM card and Cheque book does not provided by cooperative bank.

42

CHAPTER 8
BIBLIOGRAPHY

43

8. BIBLIOGRAPHY

Andrew Campbell (2007), "Bank insolvency and the problem of non-performing loans", Journal
of Banking Regulation, 25-45.

Beaver, W. H. (1966), "Financial ratios as predictor of failure-empirical research in accounting",

Journal of Accounting Research, No. 4, 71-111.

Bhaskaran R and Praful Josh P (2000), Non Performing Assets (NPAs) in Co-operative Rural
Financial System: A major challenge to rural development, BIRDs Eye View Dec.2000.

Bhaskar, P. V. (2004). Customer service in banks. IBA Bulletin, 36(8), 9- 13.

Cox, Reavis. (1948). The Economics of Installment Buying. New Work: Ronald Press

Ganesh, C., & Varghese, M. E. (2003). Customer service in banks: An empirical study. Vinimaya,
36(2), 14-26.

Goyal, S., & Thakur, K. S. (2008). A study of customer satisfaction public and private sector
banks of India. Journal of Business Studies, 3(2), 121-127.

Kothari Vinod. (1996).Lease financing and hire purchase, including consumer credit. 4th edition.
India: Wadhwa & Company

Rice David A. Consumer Transaction- 1984 Supplement. Little Brown and Company.

Seligman E.R.A.Economics of Installment Buying. 10th edition.

WEBSITES
Www.Cooperativebank.In
Www.Rbi.Org.In
Www.Ibank.Com
Www.Capitalmarket.Com
Http://Www.Axisbank.Com/Personal/Deposits/Fixed-Deposits/How-ToApply.Aspx
Http://Www.Axisbank.Com/Personal/Deposits/Deposits.Aspx
Http://Www.Axisbank.Com/Media-Center/Vision-And-Values.Aspx
44

 Http://Rbidocs.Rbi.Org.In/Rdocs/Content/Pdfs/Schedulecoop.Pdf
Http://Www.Slideshare.Net/Dharmikpatel7992/Deposit-Schemes 24274792?
Qid=6d2e5cc6-986d-40bc-A550898c4a0c43a0&V=Qf1&B=&From_Search=2
Http://Www.Slideshare.Net/Welingkardlp/Chapter-06-13996953
Http://Www.Slideshare.Net/Prakash47/Bank-Accounts#Btnnext

45

CHAPTER 9
ANNEXURE

46

QUESTIONNAIR
Dear Sir/ Madam,
I, GEETU RANI, student of MBA of PUNJABI UNIVERSITY CAMPUS MAUR. I am
doing my project on Comparative Study on cooperative Bank and Axis Bank. Please give
your precious time for filing these details.
PERSONAL DETAIL
NAME

:-

AGE

:-.

GENDER

:-

OCCUPATION:-.
ADDRESS

:- ..

PHONE NO. :-..

IF COOPERATIVE OR AXIS BANK THAN PROCEED FURTHER..

47

1. Which type of account do you have in co-operative bank & axis bank?

COOPERATIVE BANK
AXIS BANK
BOTH
OTHER

2. How do you come to know about the schemes and services of the bank co-operative
bank & axis bank?

Personal visit
Advertisement
Word of mouth
Other

3. Which type of rate of interest on deposit do you prefer in co-operative bank & axis bank?

Yearly
Half yearly
Monthly

4. Do you avail any appreciation from bank for being a good customer?

Yes
No

5 what factors motivate you while going for a particular banking service?

Interest rate
Schemes and terms
Popularity of bank
All
Other

6. Do you agree that image or brand of particular bank has its influence on the
customers?
48

Agree
Disagree

7. Do you think that computerized banking is the essential of modern banks?

Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree

8. Do you think that customer differ in his perception for a government bank and private bank?

Strongly disagree
Somewhat disagree
Neutral
Somewhat agree
Strongly agree

9. Are you satisfy with services co-operative bank & axis bank of the bank ?

Yes
No

10. If yes, why?

High interest rate

Fast processing
Better dealing
Less emi

11. If no, why?

Low interest rate

Poor services
Lots of extra charges
Taking too much time in processing

49

12. In future do you want to continue with same banks co-operative & axis bank?

Yes
No

13. which services you like provided by co-operative bank?

Saving a/c
Term deposit a/c
Recurring a/c
Other

50