PROJECT

ON
“CUSTOMER’
S
SATISFACTION
IN BANKING
SECTOR”
SUBMITTED TO:-
Lect. Simranjit Kaur

SUBMITTED BY:-
Sandeep Kaur(90142232786)
Kamalpreet Kaur(90142232766)
Jasneet Kaur(90142232765)
Dheeraj Chauhan(90142232762)
Bhupinder(90142232799)
Mandeep Singh(90142232773)

1
BHUTTA COLLEGE OF ENGINEERING AND
TECHNOLOGY, LUDHIANA
Customer satisfaction in Banking
Sector

“A Study of Banking
Services in Private &
Public Sector Banks with
special reference to State
bank of India”

2
 Acknowledgement

I feel deeply in debted toward people who have guided me in this project. It would
have not have been possible to make such an extensive report without the help , guidance

and inputs from them. The most of my information source has been from professional

books of banking sector

I would firstly like to exprees my gratitude toward my guide Prof: Simranjit kaur for

having shown so much of flexibility and guiding in such a way that I was really learning

the subject all the time . she helped me in deciding the project topic. She showed a lot of

openness in her approach and I would like to thank her for support in a way that has lead

to proper and effective learning .

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 CONTENTS

 Introduction
 Objectives Of The Study
 Scope Of Study
 Need Of The Study
 Hdfc Bank
 State Bank Of India
 Icici Bank
 Punjab National Bank
 Research Methodology
 Selection Of Respondent
 Data Collection
 Constraints
 Analysis And Interpretation
 Comparison And Findings
 Questionnaire

4
 Bibliography

OBJECTIVE:

 To compare the services offered by private banks and public banks.

 To study the major services offered by the public and private banks.

 To study the customer preferences.

 To study the customer satisfaction level.

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 SCOPE OF STUDY:

While satisfaction and loyalty in regards to physical goods and some services have

been studied to a great extent in marketing and information system research, there is

little research on these factors with respect to banking services. Furthermore, there is

no standard measure for satisfaction with these services. Thus, the study cover – how

do customers perceive different services provided to them by banks, what are the

preferences and expectations.

6
 NEED OF THE STUDY:

Banking is the emerging and growing sector of Indian economy, it is also reflected by

the interest shown by foreign investors in the Indian banks. The industry environment

is also changing very rapidly, consumers are becoming more aware and more

demanding and banks are coming up with innovative services. In the light of this the

role of bank marketing is changing and becoming more of a core operation; infact

some say banks of future will have to be marketing organizations essentially. So this

project is an attempt to understand the dynamic of banking industry, to analyze the

services and the expectations of customers from their banks.

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 HDFC Bank
The Housing Development Finance Corporation Limited (HDFC) was amongst the first

to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a

bank in the private sector, as part of the RBI's liberalisation of the Indian Banking

Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC Bank

Limited', with its registered office in Mumbai, India. HDFC Bank commenced operations

as a Scheduled Commercial Bank in January 1995.

Savings Accounts: These Accounts are primarily meant to inculcate a sense of saving

for the future, accumulating funds over a period of time. A person may be in whatever

occupation, Bank is confident that, they will find the perfect banking solution.

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 Current Accounts

Now, with opening of account in HDFC Bank Current Account, customer feels the

freedom of multi-city banking. Customer has the power of multi-location access to their

account from any of the bank 535 branches in 228 cities. Not only that, a customer can do

most of their banking transactions from the comfort of their office or home without

stepping out.

HDFC Bank, understands that running a business requires time and money, also

knows that customers business needs are constantly evolving. That's where bank comes

in. Bank provides a customer with a choice of Current Account options to exclusively

suit their business.

Fixed Deposits:

Long-term investments form the chunk of everybody's future plans. An alternative to

simply applying for loans, fixed deposits allow a person to borrow from his own funds

for a limited period, and thus bank fulfills customer needs as well as keeping their

savings secure.

Loans:
Personal loan:

The occasion may be any Hdfc Bank provides wide range of personal loans to help their

customers. The procedure is simple, documentation is minimal and approval is quick.

Features & Benefits:

 A customer can borrow up to Rs 10,00,000 for any purpose

depending on the requirements.

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 Flexible Repayment options, ranging from 12 to 48 months

 A customer can repay with easy EMIs.

 One of the lowest interest rates.

 Hassle free loans - No guarantor/security/collateral required.

 Speedy loan approval.

 Convenience of service at Customers doorstep.

HDFC Home Loans

HDFC Bank brings HDFC home loans to the customer’s doorstep. With over 25 years

of experience, a dedicated team of experts and a complete package had made efforts

to meet all the customers housing finance needs, HDFC Home Loans, helps the

customer to realize their dreams.

Features & Benefits

 Home Loan – Bank offers home loans for individuals to purchase (fresh /

resale) or construct houses. Home loans can be applied for individually or

jointly. Home Improvement Loan - HIL facilitates internal and external

repairs and other structural improvements like painting, waterproofing,

plumbing and electric works, tiling and flooring, grills and aluminum

windows. HDFC finances up to 85% of the cost of renovation (100% for

existing customers).

 Home Extension Loan - HEL facilitates the extension of an existing

dwelling unit. All the terms are the same as applicable to Home Loan.
 Land Purchase Loan - Be it land for a dream house, or just an

investment for the future for a customer, HDFC Land Purchase Loan is a

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 convenient loan facility to purchase land. HDFC finances up to 70% of the

cost of the land (Conditions Apply). Repayment of the loan can be done over

a maximum period of 10 years.

 Flexible repayment gives option to the customer to suits the

individual needs.

 Loan cover Term Assurance Plan - HDFC Standard Life Insurance

Company Ltd. offers an insurance plan, which is designed to ensure that life's

uncertainties do not affect the person’s family's interests and their precious

home. LCTAP provides a lump-sum payment on the unfortunate demise of the

life assured of the person

 Automated Repayment of Home loan EMI – a person can give the

bank standing instructions to repay their Home Loan EMIs directly from their

HDFC Bank Savings Account, thus, bank saves the person from the trouble of

procuring, signing and tracking post-dated cheques.

 Customer privileges - If a person is an existing HDFC Bank Home Loan

customer, he can avail of other loans (such as Personal Loans, Car Loans,

Two-wheeler Loans and Loan against securities) at lower interest rates.

Two Wheeler loan:

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 Hdfc bank provides Two Wheeler loan on any bike. With quick approvals of the

customer, flexible payment options and easy repayment – bank helps the person

to buy the bike he, desire.

Features & Benefits:

 Flexible repayment options, ranging from 12 to 48 months available even at the

point of purchase to the customer.

 Customer can repay through post-dated cheques with easy EMIs.

 Hassle free loans - No guarantor required from customer

 Speedy loan approval.

 It is Available for almost all models at attractive interest rates.

 Free gifts from time to time on approval of customers Two Wheeler Loan.

 Special Schemes to suit the customers needs.

 Easy Loan - This great scheme helps a customer to get loan up to 85% with
minimal documentation. All it needs the customer Surrogate Income proof

- A copy of credit card and credit card billing statement for the last 2 months OR
- A repayment track record OR
- Last 3 months bank statements.

New Car Loan:

Banks New Car Loan brings the driveway in no time.

Features & Benefits:

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  Bank Covers the widest range of cars and multi-utility vehicles in India.

 A customer can Avail 100% finance on his favorite car.

 Flexible repayment options, ranging from 12 to 84 months.

 Customer can borrow up to 3 times of his annual salary (for salaried

professionals) and 6 times his annual income (for self employed professionals).

 Customer can repay with easy EMIs.

 Attractive Interest rates.

 Hassle-free documentation for customers.

Express loans:

Bank also offers Express Loans to fulfill all the needs of customers . The procedure is

simple, documentation is minimal and approval is quick.

Features & Benefits:

 A Customer can borrow from Rs 10,000/- to 75,000/- for any purpose

depending on his needs.

 Flexible repayment options, ranging from 12 to 36 months.

 Customer can repay with easy EMIs.

 Hdfc Bank provides one of the lowest interest rates in the market.

 Hassle free loans - No guarantor/security/collateral required.

Gold loan:

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With HDFC Bank's Gold Loan, customer can get an instant loan against his gold

jewellery and ornaments. The procedure is simple, documentation is minimal and

approval is quick.

Features & Benefits:

 Customer can Borrow up to Rs 10,00,000 for any purpose depending on his

requirements

 Flexible Repayment options, ranging from 3 to 12 months.

 Customer can get highest loan amount on his gold jewellery.

 Customer can repay the loan at maturity. No hassle of EMI.

 One of the lowest interest rates.

Loan against Securities:

HDFC Bank provides liquidity on Customers investments, without selling his

securities

With HDFC Bank's Loan against Securities, Customer can get an overdraft against

his securities like Equity Shares, Mutual Fund Units, GOI Relief Bonds, LIC Policies,

NSC, KVP, UTI Bonds, Gold Deposit Certificates, while still retaining ownership.

And the best part is that a Customer can continue to enjoy all his shareholder benefits

such as rights, dividends and bonuses.

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Features & Benefits:

 Customer can enjoy the benefits of his securities and still avail a loan on the

same.

 No EMI's

 No Post Dated cheques

 No Pre-payment charges

 Interest charged only on utilized amount Up to 90% loan

 Exhaustive number of approved securities.

 Overdraft facility can be availed against pledge of:

 Equity Shares- Demat Shares up to 50% of the value.

 Mutual Fund units - Mutual Funds up to 50% of NAV (Net Asset Value).

 GOI Relief Bonds

 LIC Policies

 National Savings Certificate(NSC),

 Kisan Vikas Patra(KVP)

 UTI Bonds

 Single Scrip Lending Banks lends upto 50% of the value with any

Depository Participant .

 Minimum loan amount: Rs. 50,000/

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  Customer has to Pay interest only on the amount outstanding and only for the

time he uses.

 Interest is calculated on the daily outstanding balance and debited to

Customers account every month end.

 Customers shares can be pledged from any Depository (NSDL or CDSL) and

any Depository Participant across the country.

 To avail the overdraft facility, the securities need not necessarily be in

Customers name.

 To receive the overdraft amount, a Current Account with an overdraft limit is

created in Customer name. This entitles him to all the Current Account

benefits like FREE International Debit Card, FREE Phone Banking, And

FREE Net Banking.

Loan against property:

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HDFC Bank brings to the Customer, Loan against Property (LAP). Customer can now

take a loan against their residential or commercial property, to expand their business, they

can plan a dream wedding, fund their child's education and much more.

They can depend on bank to meet all their business requirements even to purchase a new

shop or office for their business. Loan to purchase Commercial Property (LCP) is a

specially designed product of bank to help the Customer to expand his business without

reducing the capital from their business.

Features & Benefits:

 Loans from Rs. 2 Lacs onwards depending on Customers needs.

 He can borrow up to 60% of market value of the property.

 He has the option regarding Flexibility to choose between an EMI based loan or
an Overdraft –Bank also offer to Customer to take overdraft against his self-
occupied residential or commercial property and ,In this way Customer can save
money by paying interest only on the amount utilized .
 Customer can get high tenure loans for ease of repayment.

 Attractive interest rates.

 Simple and speedy processing.

 Specially designed products for Self Employed.

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 CARDS

Banks range of Cards helps the Customer to meet his financial objectives. So whether

Customers are looking to add to his buying power, conducting cashless shopping, or

budgeting his expenditure, Customer finds a card that suits him.

Credit Cards Besides arming Customer with unmatched spending power, bank has

Credit Cards that are designed to meet Customers unique needs.

Silver credit card:

Features & Benefits:

 Customer can earn while his spending.

In HDFC Bank money spent is money earned. For every Rs. 100 Customer spends, he

can earn 2 reward points. Customer can redeem these accumulated points for exciting

gifts and offers from Banks exclusive rewards program.

 Add on cards

Customer can get up to 3 supplementary cards on his spouse, parents, siblings (own

brother/sister), son and/or daughter (over 18 years) and allow them to enjoy the many

benefits of a HDFC Bank International Silver Credit Card.

Value plus Credit Card:

A true value card enables the Customer to avail 5% cash back on all his purchases.

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Health Plus Credit Card:

Cashless Medi claim, discounts at participating hospitals, extra protection for Customers

family. He can rest assured with the Health plus Credit Card

Premium Cards: Much more than just snob value:

Gold Credit Card:

A Bank provides cards to match the Customers lifestyle with features like International

Business Travelers' Club (IBTC) membership, special offers on air tickets and rewards

redemption for air miles.

Corporate Credit Card:

It's Not just a card, It's a designation. It provides the Customer a Corporate card with a

unique 24x7 Expense management solution called SMART DATA ONLINE, powered by

MasterCard International.

Debit Cards:

HDFC Bank Debit Cards give Customers a complete and instant access to the money in

their accounts without the risk or hassle of carrying cash. Choose from:

Easy Shop International Debit Card:

Customers can upgrade their ATM card to a Visa or Maestro Debit Card. And use it to

shop at thousands of establishments and earn fabulous discounts.

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HDFC Services:

With HDFC Bank's payment services, Customers can bid goodbye to queues and paper

work. bank has range of payment options which make it easy for the Customers to pay

for a variety of utilities and services.

1) Verified By Visa:

Now Customers can shop securely online with their existing Visa Debit/Credit card.

Net Safe:

Moreover now Customers can shop online without revealing their Bank Credit

Card number.

Prepaid Mobile Refill:

Customers can now recharge their Prepaid Mobile Phone with this service.

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Bill Pay

Customers can Pay their telephone, electricity and mobile phone bills at their

convenience. Through the Internet, ATMs,their mobile phone and telephone Bill can be

paid.

Customers can transfer funds to any Visa Card (debit or credit) within India at their own

convenience through HDFC Bank's NetBanking facility.

2) ATM SERVICES:

Customers can enjoy the following benefits at any of Bank over 1471 ATM across

India.

 24-hour access to cash - Customers can Withdraw up to Rs.10,000/- per day on

their ATM Card and up to Rs. 15,000 on their Debit Card. The fast cash option

saves the time of a Customers by providing the cash in denominations of

Rs.500/-.

 View Account Balances & Mini-statements - Customers can get details

of the last 9 transactions on their account with the mini-statement, along with their

balance.

 Order a Cheque Book / Account Statement

 Transfer Funds between accounts - Customers can also transfer money

from one of their accounts to another. Both accounts must be linked to their ATM

Card and Customer ID. A maximum of 5 Saving and 5 Current Accounts can be

linked.

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 Customers can refill their Prepaid card - If Customers are HDFC Bank

Account holders and a prepaid customer, then they can now refill their

prepaid card with Banks Prepaid Refill service.

 Customers can Pay utility bills - Customers can Pay their cellular,

telephone and electricity bills through the ATM using Bill Pay about

BillPay.

 Deposit cash or cheques Customers can deposit cash or cheques into their

account and the ATM will immediately print a receipt for the same.

 Change your PIN - Customers can conveniently change their PIN (given

at the time of opening your account) whenever they wish.

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 NET BANKING

Net Banking is HDFC Bank's Internet Banking service. Providing up-to-the-second

account information, Net Banking lets the Customers to manage their account from the

comfort of their mouse - anytime, anywhere.

Features:

 Customers can view Account Balances & Statements.

 Customers can transfer Funds between accounts

 Customers can create Fixed Deposits Online

 Customers can request a Demand Draft

 Pay Bills

 Customers can order a Cheque Book

 Customers can request Stop Payment on a Cheque

Uses of Net Banking:

 Internet Banking is the most convenient and powerful way to manage Customers

account.

 NetBanking, gives the Customers up-to-the-second details on their account.

 It can be accessed anytime, from anywhere, giving Customers complete

control over their finances

 HDFC Bank's Net Banking service is secure. Using industry-standard

technologies and infrastructures, bank service gives the Customers peace of mind.

When the Customers dial in to PhoneBanking, a voice prompt will guide them through

the various transactions. Customers may also talk to a Phone Banker, who will provide

23
the Customers with the required assistance.

SERVICES VIA PHONEBANKING:

 Customers can Check their account balance - Customers can get up-to-the-

second details of your Savings or Current Accounts and your Fixed Deposits.

Theycan also get the details of the last 5 transactions on their account, or have a

mini statement of last 9 transactions faxed across to the customers

 Customers can Enquire on the cheque status - Customers can use Phone

Banking to check on the status of cheques issued or deposited from anywhere in

India.

 Customers can order a Cheque Book / Account Statement - Customers can Just

call Phone Banking and get your Cheque Book or latest Account Statement

delivered at their doorstep.

 Stop Payment - Stop payment of a single cheque or a series of cheques, 24 hours

a day.

 Loan Related queries - Customers can get details of the outstanding loan

amount, enquire about theirloan account, request for an interest certificate and

repayment schedule, etc in your city .

 Customers can open a Fixed deposit or Enquire on their Fixed deposits / TDS-

Customers can Talk to their Phone Banker to easily open a Fixed Deposit over the

phone, by simply authorising a transfer of funds from their Savings Account.

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  Transfer Funds between accounts - Customers can also transfer money from

one of their accounts to another. Both accounts must be linked to your Customer

ID. Customers can transfer amounts upto Rs 1 Lac in a single day.

 Customers can Pay bills - Customers can Pay cellular, telephone, electricity and

HDFC Bank Credit Card bills through PhoneBanking using BillPay

 Request a Demand Draft / Manager's Cheque

 Report loss of your ATM / Debit Card / ForexPlus Card - If Customers has

lost their ATM / Debit / ForexPlus Card,they can call to any Phone Banking

number to deactivate their card(s).

Insta alert:

Now Customers can get regular updates on their bank account on their mobile phone

or email ID.

Just Customers has to register for their InstaAlert service and receive updates on their

account as and when they select transaction happens - all this without visiting the branch

or ATM!

Bank register for any or all of the following alerts:

 Debit transactions greater than Rs. 5,000/ Rs.10, 000/ Rs. 20,000/Rs. 50,000

 Credit in account greater than Rs. 5,000/ Rs.10, 000/ Rs. 20,000/Rs. 50,000

 Account Balance below Rs. 5,000/ Rs.10, 000/ Rs. 20,000/Rs. 50,000-

 Weekly account balance

 Salary Credits

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  Utility bill payment due Alert

ICICI BANK

Savings Account

Features:

 The ICICI Bank Ncash debit card is a debit-cum-ATM card providing customer

with the convenience of acceptance at merchant establishments and cash

withdrawals at ATMs.

 The next time customer want to withdraw cash from their ICICI Bank Savings

account, just customer has to walk into any bank's ATM and use their ICICI

Bank ATM-cum-Debit card for free. The above benefit is available to individual

domestic Savings Account holders on maintenance of a quarterly average balance

of more than Rs.10, 000 in the savings account in a quarter. The above benefit can

be availed in the same quarter.

 Money Multiplier Facility

 Anywhere Banking - This facility entitles the account holder to withdraw or

deposit cash upto a limit of Rs.50,000 across all ICICI Bank branches.

 customer can give Bank various types of standing instructions like transferring to

fixed deposit accounts at regular intervals.

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  customer can have average quarterly balance of Rs 5,000 only.

Types of saving accounts:

 Debit-cum-ATM card

 Money Multiplier Feature

 Internet Banking

 Phone Banking

 Anywhere Banking

 Standing instructions

 Nomination facility

 Doorstep service

Special Savings Account

 Comprehensive Banking

 Solutions with added features

 Supplementary Savings

 Ideal for tax-exempt entities

 Internet Banking

 Phone Banking

 Anywhere Banking

 Inward Remittance

Senior Citizen Services

 Higher Interest Rates

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  Special Demand Loans against deposit

 Free collection of outstation cheques drawn on our locations

 Debit-cum-ATM card

 Money Multiplier Facility

 Internet Banking

 Phone Banking

 Anywhere Banking

 Standing instructions

 Nomination facility

Fixed Deposit

 Wide range of tenures

 Choice of investment plans

 Partial withdrawal permitted

 Safe custody of fixed deposit receipts

 Auto renewal possible

 Loan facility available

Easy Deposit

 Free Debit/ATM card

 No need to open a Savings account.

 Options of Easy Withdrawal and Easy Loan

 Wide range of tenures

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  Auto renewal possible

 Loan facility available

Recurring Deposit

ICICI Bank's Recurring Deposits are the ideal way to invest small amounts of money

every month and end up with a large saving on maturity.

Features

 Encourages savings

 High interest rates of interest

 Loans against deposits available

 Non-applicability of Tax Deduction at Source (TDS)

ICICI Bank Tax-Saver Fixed Deposit

ICICI Bank brings to you the ICICI Bank Tax-Saver Fixed deposit as the perfect

answer to all customer needs. A Fixed deposit that offers customer dual benefit of Tax

Saving and High Returns on their investment.

• Tax Saving through tax exemption under section 80C of Income Tax Act, 1961

• High return in the form of higher interest rate of 8.25%

As per section 80 © of the Income tax Act, 1961, investments of up to Rs.1,00,000

qualify for deduction from the gross total income for purpose of tax calculations. ICICI

29
Bank Tax Saver Fixed Deposit is structured to benefit customer the most in terms of this

provision.

Bank @ Campus

Thanks to bank@campus, ICICI Bank's Student Banking Service, customers child can

now look forward to the new face we have given to banking - his / her computer monitor.

Yes, your child can now surf the Net and access all the details of his / her account at the

click of a mouse!

No need to visit the bank branch at all.

In addition, customer’s child gets:

 Free personalised cheque book

 Free Phone Banking

 Free ICICI Bank Ncash Debit Card

 Free transfer of funds into his / her account from any ICICI Bank account

 Free supplementary credit card (if you have an ICICI Bank Credit card.)

 Annual statement of accounts

 Issuance of card at the discretion of ICICI Bank.

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Salary Account

ICICI Bank Salary Account is a benefit-rich payroll account for Employers and

Employees.

• Having the largest network of ATMs at their command,

• Free 24 hour Phone Banking,

• Free Internet Banking.

Rural Savings Account

Features

 The Rural Savings Account will be available through Business Correspondents.

 The account is zero balance with no initial deposit.

 The Customer is provided with an E-passbook.

 All transactions in the accounts are done only after a biometric authentication.

 Nomination facility is available.

 Interest is payable half-yearly.

Loan

Welcome to India's No. 1 Home Loans Provider ICICI Bank Home Loans , offer

unbeatable benefits to ensure that , customer’s get the best deal without any hassles.

And Bank make it extremely easy for , customer’s by offering

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 • Attractive loan interest rates

• Home loan amounts starting from Rs. 2 lakhs

• Term loans up to 20 years

• Free Personal Accident Insurance (Terms & Conditions)

• Insurance options for your home loan at attractive premium

• Special 100% funding for select properties.

With our varied offering of house loans and home finance, ICICI Bank Home

Loans gives you an opportunity to select the perfect loan as per your needs. ,

customer’s can choose from:

• Adjustable Rate Home Loan

• Fixed Rate Home Loan

• Part fixed, Part Floating Rate Home Loan

• Smartfix Home Loan

• MoneySaver Home Loan and also

• Balance Transfer of customer existing home loan from other banks.

Personal Loans for all customer financial needs

If a customer isthinking of renovating their house? Yearning to buy a new laptop?

Need financial assistance with marriage related expenses ? customer child's higher

education or any other desire, an ICICI Bank Personal Loan is all you need to fulfill

that desire.

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ICICI Bank provides Personal Loan to customers to get instant money for a wide

range of their personal needs like

• Renovation of their Home.

• Marriage in the Family.

• A holiday with their family.

• Their child's education.

• Buying a Laptop or a electronic equipments.

• Medical expenses or any other emergencies.

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New Car

Customer can own that car which they had always desired with a little help from Bank.

Bank offer loans up to 100% of ‘on-road’ cost on select models, and up to 95% of

the ex-showroom price on others. Bank interest rates would pleasantly surprise

the customer. What’s more, customer can take up to 7 years to repay the loan.

The process for getting a loan involves only a few simple steps and Bank will

tailor-make the loan to suit customer needs.

Two Wheeler Loans

ICICI Bank Two Wheeler Loans offers a finance facility up to 90% of the On Road

Cost of the vehicle, repayable in convenient repayment options and comfortable

tenures from 6 months to 36 months. Two Wheeler Finance facility is available

in a wide range of options to suit customer requirements.

Commercial Vehicle

• Reaches you through more than 700 locations across the country.

• Range of products under one umbrella.

• Funding of products include, trucks, buses, tippers, light commercial vehicles,

pick ups, 3 wheelers, etc.

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 • Range of services: funding of new vehicles, refinance on used vehicles, balance

transfer on high cost loans, top up on existing loans, Xtend product, working

capital loans & other banking products..

• Preferred financier status with all leading manufacturers.

• Simple documentation.

• Quick turn around time.

• Flexible financing solutions to meet the individual requirement.

Loans against Securities

Loans against Securities enables customer to obtain loans against their securities.

Bank offer loans against:

Demat Shares
RBI Relief Bonds
Mutual Funds Units
ICICI Bank Bonds
Insurance Policies
UTI Bonds
NSC/KVP (In demat form only)

RURAL EDUCATIONAL INSTITUTION FINANCE

ICICI Bank Rural Educational Institution Finance (REI) caters to the need of privately

run Educational Institutions based out of Rural, Semi Urban and Outside city limit

locations. The product is designed to cater to the specific needs of the Educational

35
Institutions. ICICI Bank offers loans to Rural Educational Institutions with the following

features and a host of benefits :

• Loans for Additions of New classrooms, lab facilities, Transportation.

• Residential facilities for Teachers or students.

• establishing a new school or college by an existing institution.

• Attractive Interest Rates

• Fast Processing of Loans

• Minimum documentation

• SMS alerts for Sanctions & Repayments.

• Students health Insurance with attractive Interest rates.

36
 CARDS

ICICI Bank offers a variety of cards to suit customers different transactional needs. Bank

range includes Credit Cards, Debit Cards and Prepaid cards. These cards offer the

customer convenience for their financial transactions like cash withdrawal, shopping and

travel. These cards are widely accepted both in India and abroad. Read on for details and

features of each.

Credit Cards:

ICICI Bank Credit Cards give the customer the facility of cash, convenience and a range

of benefits, anywhere in the world. These benefits range from life time free cards,

Insurance benefits, global emergency assistance service, discounts, utility payments,

travel discounts and much more.

• Premium Credit Cards

The Premium Credit Cards from ICICI Bank bring to customer the benefits of owning

an exclusive Credit Card for their convenience and usage. Banks Cards include special

deals to complement your lifestyle.

• Classic cards.

• Value cards.

• Co-branded cards.

37
 • Affinity cards.

Debit Cards:

The ICICI Bank Debit Card is a revolutionary form of cash that allows customers to

access their bank account around the clock, around the world. The ICICI Bank Debit

Card can be used for shopping at more than 3.5 Lakh merchants in India and 24 million

merchants worldwide.

This debit card enables instant on-line debit to your ICICI Bank account. Every

time you swipe your card at restaurants, shops, petrol pumps, multiplexes, etc.,

the amount that you have spent is debited to your account.

Your debit card is accepted at over 1,16,000 merchant establishments in India i.e.

restaurants, department stores, grocery stores, petrol pumps, etc.

This debit card gives you access to over 24 million shops and 1 million Visa ATMs all

over the world, giving you the freedom of payment anywhere in the world.

38
Travel Card:

Presenting ICICI Bank Travel Card. The Hassle Free way to Travel the world. Traveling

with US Dollar, Euro, Pound Sterling or Swiss Francs; Looking for security and

convenience; take ICICI Bank Travel Card. Issued in duplicate. Offers the Pin based

security. Has the convenience of usage of Credit or Debit card.

Demat Services:

ICICI Bank Demat Services boasts of an ever-growing customer base of over 11.5 lacs

account holders. The Banks continuous endeavor to offer best of the class services to our

customers ,they offer the following features:

• e-Instructions: customer can transfer securities 24 hours a day, 7 days a week

through Internet & Interactive Voice Response (IVR) at a lower cost. Now with

"Speak to transfer", customer can also transfer or pledge instructions through

Bank customer care officer.

• Consolidation Demat Account: Dematerialise customer physical shares in

various holding patterns and consolidate all such scattered holdings into their

primary demat account at reduced cost.

• Digitally Signed Statement: customer can receive account statement and bill by

email.

• Corporate Benefit Tracking: customer can track their dividend, interest, bonus

through their account statement.

39
• Mobile Request: customer can access their demat account by sending SMS to

enquire about Holdings, Transactions, Bill & ISIN details.

• Mobile Alerts: Receives SMS alerts for all debits/credits as well as for any

request which cannot be processed.

40
STATE BANK OF INDIA:

The Bank is actively involved since 1973 in non-profit activity called Community

Services Banking. All SBI branches and administrative offices throughout the country

sponsor and participate in large number of welfare activities and social causes. SBI

business is more than banking because bank in touch the lives of people anywhere in

many ways.

TERM DEPOSITS

Now customer can earn a higher income on their surplus funds by investing those with

bank. bank provide security, trust and competitive rate of interest.

 Flexibility in period of term deposit from 7 days to 10 years.

 Affordable Low Minimum Deposit Amount: customer can open a term deposit

with SBI for a nominal amount of Rs.1000/- only.

 Flexibility in choosing the amount customer wish to invest and the maturity

period.

41
Automatic Renewals

There is no need for customer to keep track of the maturity of their deposits. customer

deposits with bank will be renewed automatically, post maturity. SBI Provides flexibility

to covert customer Special Term Deposit to Term Deposit and vice versa

 Customers can convert their special Term Deposit to a Term Deposit to receive

monthly/quarterly interest payments to match their financial requirements.

 Customer can also convert their term Deposit to a Special Term Deposit, which

provides compounded rate of interest to multiply Customer money faster.

RECURRING DEPOSIT

If customers want to create a fund for theirchildren's education or marriage or to buy a car

or for a dream holiday? Whatever may be their financial goals, through SBI recurring

Deposit Scheme they can save a little every month so that at the time of need they have

sufficient funds to achieve their financial goals. Recurring Deposit provides the customer

the element of compulsion to save at high rates of interest applicable to Term Deposits

alongwith liquidity to access that savings any time.So, they can set aside a small amount

every month and earn at compounded rates of interes

Wide Choice in Period of Deposit

• Flexibility in period of deposit with maturity ranging from 12 months to 120

months.

• Low minimum monthly deposit amount.

• You can start a Recurring Deposit with SBI for a monthly instalment of Rs.100/-

only.

42
HOUSING LOAN:

SBI, understands this better than most – the toil and sweat that goes into building/ buying

a house and the subsequent pride and joy of owning one. This is why SBI Housing loan

schemes are designed to make it simple for customer to make a choice at least as far as

financing goes

‘SBI-Home Loans’

Unique features:

 No cap on maximum loan amount for purchase/ construction of house/ flat

 Option to club income of your spouse and children to compute eligible loan amount

 Provision to club expected rent accruals from property proposed to compute eligible

loan amount

 Provision to finance cost of furnishing and consumer durables as part of project cost

 Repayment permitted up to 70 years of age

 Free personal accident insurance cover

 Optional Group Insurance from SBI Life at concessional premium

BI-Flexi’ Home Loans

A customized product designed to enable borrowers to hedge their Home Loan against

unfavorable movement in interest rates. The product gives customer a one time

irrevocable option to choose one of the three customized combinations of fixed and

floating interest rates and also to choose the order in which the fixed and floating rate will

43
be availed.

‘SBI-Maxgain’HomeLoans

An innovative and customer-friendly product to enables the customer to earn optimal

yield on your savings and minimize interest burden on Home Loans, with no extra cost.

The loan is granted as an Overdraft facility with the added flexibility for customer to

operate their Home Loan Account like their SB or Current Account.

‘SBI-Realty’ Home Loans

The customers who wants loan to purchase a plot of land for house construction. The loan

is available for a maximum amount of Rs.20 lacs* and with a comfortable repayment

period of upto 15 years.

‘SBI-Freedom’ Home Loans

A revolutionary product designed for customers who are on the look out for a source of

finance for a property they want to invest in without mortgaging the same. All customers

have to do is pledge any financial security that they have and will get a Home Loan for

their dream home.

‘SBI-OPTIMA’ ADDITIONAL HOME LOANS

‘SBI-HOMELINE’ SPECIAL PERSONAL LOANS

Innovative and value added products extended to existing Home loan borrowers with a

satisfactory repayment record of 3 years and whose loan is Standard Asset, with a view to

reinforce the customer loyalty and to maintain long term relationship with the borrowers.

44
In case of take-over of Home Loans from other Banks/HFCs, the borrower should have

fulfilled the above conditions with the present Bank/HFC.

OTHER HOME LOANS SCHEMES:

'SBI Gram Niwas' Rural Home Loans, Home Loans under 'Prashasan Plus', 'Teacher

Plus' and 'Oil Plus' : 25 bps below applicable card rates for the respective tenures

(fixed rate loans only upto 10 years and subject to 'force majeure' clause and interest rate

reset at the end of every two year on the basis od fixed interest rates prevailing then).

CAR LOAN If customer have been putting off purchasing that car, SBI invite Those to

go through bank Car Loans scheme. Low interest rates, easy repayment options, total

transparency, Low processing charges, finance to include vehicle registration charges,

insurance and one time road tax.

Type of Loan

1. Term Loan

2. Overdraft - a) For New vehicles only

b) Minimum loan amount: Rs. 3 lacs.

45
SBI SARAL PERSONAL LOAN

Customers may need funds readily available whenever they desire or need, be it a sudden

vacation that you plan with your family or urgent funds required for medical treatment?

SBI Saral - Personal Loan is the answer to your questions.

Access this facility from over 3000 branches across the country and confidently face the

challenge of meeting any kind of personal expenses.

EDUCATION LOAN

A term loan granted to Indian Nationals for pursuing higher education in India or abroad

where admission has been secured.

LOAN TO PENSIONERS

If customers are a Central or State Government pensioner drawing their pension through

one of SBI branches and are not more than 72 years of age, customer can avail of a loan

from their branch to meet customer personal expenses. Banks understand ,customer may

have an urgent or unexpected need for funds or a family obligation to be fulfilled and

appreciate your association with us. You can avail a loan of up to a maximum of 12

months pension, subject to a ceiling of Rs.1,00,000. The documentation is easy.

PROPERTY LOAN

An ALL PURPOSE LOAN for anything that life throws up at customer. Do customer

need funds for a Marriage ceremony, want to take your family to a well-deserved holiday

or for a sudden medical emergency? customer have some property, but would rather not

46
sell it? Then why not avail of this ALL PURPOSE LOAN from SBI? SBI now makes it

very much possible for you to only keep their property but also have liquid funds.

LOAN AGAINST SHARES \ DEBENTURES

If customers need urgent cash but they don't wish to sell or liquidate their holding of

shares?

Leverage their investments in shares, debentures, public sector bonds and Government

securities for loans to meet unforeseen expenses.

Avail of loans up to Rs.20.00 lacs against customer shares/debentures to enable them to

meet contingencies, personal needs or even for subscribing to rights or new issue of

shares.

47
 PUNJAB NATIONAL BANK

Bank has its Corporate Office at New Delhi and 26 Zonal Offices which in turn supervise

45 Regional Offices under which the branches function. The delegation of powers is

decentralised upto the branch level to facilitate quick decision making.

Savings Fund Account

These accounts are designed to help the individuals (personal customers) to inculcate the

habit of saving money and to meet their future requirement of money. The amounts can

be deposited/withdrawn from these accounts by way of cheques/withdrawal slips. It helps

the customers to keep minimum cash at home besides earning interests.

Savings Bank accounts are very popular. These accounts can be opened by eligible

person/s and certain organisation/agencies (as approved by the Reserve Bank of India

(RBI).

As required by law, while opening this account, Bank has to satisfy theirselves about the

identity including verification of address of a person/s seeking to open an account; to

48
assist in protecting the prospective customer/s, members of the public and ourselves,

against fraud and other misuses of the banking system.

The Bank requires a satisfactory introduction of the person/s opening the account by a

person acceptable to the Bank.

The Bank requires to obtain two recent photographs of the person/s opening the account,

as per R.B.I. directives.

The Bank is required to obtain Permanent Account Number (PAN) or General Index

Register (GIR) Number or alternatively obtain declaration in Form No.60 or 61 as per the

Income Tax Act (vide Section 139A) from the person/s opening the account.

The Bank will provide to prospective customers, details of the documents required for

identification of the person/s opening the account, in addition to a satisfactory

introduction. Documents normally accepted are the Current gas/telephone/electricity bill

or ration card or voter's identity card or driving licence or passport, etc.

Cheques, dividend warrants, drawn in the name of account holder/s will only be collected

through this account. Financial instruments endorsed in favour of the account holder/s

will not be collected through savings bank account.

A Savings Fund account can be opened in the name of individuals, singly or jointly,

minors of the age of 10 years and above or under natural/legal guardianship or by an

illiterate/blind person.

 Interest @ 3.5% per annum is payable every half year.

 As many as 50 withdrawals are permitted in a half year.

49
  Account may be transferred from one branch to another branch, free of charge.

 Facility of standing instruction for regular payments like insurance premium, rent,

tax etc

Current Accounts

Current Accounts can be opened by individuals, partnership firms, private and public

limited companies, HUFs/specified associates, societies, trusts, etc.

ANUPAM ACCOUNT

Bank has several Domestic Deposit Schemes designed to cater to the needs of various

segments of customers to meet their specific requirement.

Features

Account can be opened with a minimum monthly deposit of Rs.100/- or its multiples for

a period of 6 months to 120 months in multiples of 3 months.

Interest at term deposit rates is computable on quarterly compounded basis. The small

monthly savings in the Recurring Deposit scheme enable customer to accumulate a

handsome amount on maturity.

PNB has introduced a new scheme for property owners having their property situated in

Metro, Urban / Semi Urban centres and who have let out such properties to PSUs,

50
reputed Govt./Semi-Govt. corporates, banks, financial institutions, insurance companies

and MNCs.

FINANCE FOR TRADERS

Trading activity constitutes an important sector of the economy and trader is a key

component of supply/distribution system. PNB extends credit to the retail and wholesale

traders on attractive terms to meet their requirements of working capital and term loan.

Credit is provided for:

 Financing stock in trade, book debts and other assets to be used in the trade.

 Acquiring book/fixed assets like setting up of show room, ACs, delivery van, etc.

Exim Finance

Services offered to Exporters

Pre-shipment finance in foreign currency and Indian rupees

Post-shipment finance in foreign currency and Indian rupees

Handling export bills on collection basis

Outward remittances for purposes as permitted under Exchange Control guidelines

Inward remittances including advance payments

Quoting of competitive rates for transactions

Maintenance of Exchange Earners Foreign Currency (EEFC) accounts

51
Services offered to Importers:

Establishment of Import Letters of Credit covering import into India and handling of

bills under Letter of Credit

Handling of import bills on collection basis

Remittance of advance payment against imports

Offering utilisation of PCFC ( pre-shipment credit in foreign currency) for imports

Credit reports on overseas suppliers

Cash Management Services

Punjab National Bank had taken a major initiative for managing the funds of

Corporate. The services are essentially meant for pooling customers funds spread

across the country at a place of their choice with the least time delay, if not

instantaneously in many cases. Bank shall collect customer receivables from their

representative or their business associates at 123 designated centers all over the

country and pool the same at the branch specified by you. The services can be custom

designed to cater to customer specific needs.

SERVICES:

Credit Card:

Keeping with its long tradition of sound banking and innovativeness, PNB has entered

the card business. At a time when new payment systems are becoming popular in the

country, PNB has joined the ranks of banks that are offering card-based banking

solutions.

52
PNB International Credit Card is available in two variants, viz. Gold Card and Classic

Card. BanksCredit card has much more than just credit facilities.

53
 Electronic funds transfer

From long time remittance of funds within the banks i.e. from one branch to another was

completed through transfer payment orders, telegraphic transfers or by drafts, which

takes considerable time to reach destination.

To avoid this delay, Punjab National Bank introduced a new system called " The Inter-

Bank Electronic Fund Transfer System" which may be referred as "EFT System" under

the guidance of Reserve Bank Of India.

In this system remittance can easily be made from any of the branches of participating

Bank at designated centre to any other branch of the same or any other participating bank

at the same or any other designated centre which would facilitate remittance to reach

destination on the very next working day itself through the system of computer and

communication network.

This scheme is currently operational in Metros only; other centres will be added shortly.

Limit for individual transactions has been increased from current limit of Rs. 5 lac to Rs.

2 crores.

CENTRALISED BANKING SOLUTION(CBS):

PNB now brings to you Centralised Banking Solution(CBS). An inter-branch

networking and data sharing platform which makes 'Anytime Anywhere ' banking a

reality. With over 2526 CBS Outlets of Bank, the status of customers is changing

from 'Customer of the branch' to "Customer of the bank"

54
 Tele - Banking Services

PNB has introduced Free telebanking / fax banking facility , which provides you the

following facilities

Balance enquiry

Last five transactions

Statement of Account through fax machine (upto 45 transactions)

ON LINE SECURITIES TRADING FACILITY:-

On line Securities Trading facility was launched on Wednesday, November 22, 2006.This

facility is being offered in a strategic alliance with IDBI Capital Market Services Ltd.

(IDBI Capital) to customers.

This facility is made available seamlessly wherein the customers himself can trade on

line without intervention of Bank and/or IDBI Capital Market Services. Customers can

approach Bank branches (as per list below) for availing three-in-one account facility

from any of the Bank’s authorized branches under which a deposit account, a demat

account and a trading account will be opened at one stop. Those who already have

deposit and demat accounts with the Bank shall be required to open a Trading account

which will be facilitated by PNB’s authorized branch itself on behalf of IDBI Capital

Market Services.

55
At the outset Bank has launched this facility in 25 branches of Delhi & Mumbai. Soon

this facility will be available at 50 odd centres, PAN India. Demat a/c can be opened

through 110 odd branches spread over the country, authorized for Depository Business.

More details about Online Security trading facility are available by clicking on the icon

of Online Security trading facility.

56
 RESEARCH METHODOLOGY

RESEARCH DESIGN:

The research design has been divided in the following three parts:

SELECTION OF RESPONDENT:

The recent study is limited to the Punjab (Ludhiana). As far as the customers are
concerned “simple random sampling” has been adopted for the selection of primary units.
To select the ultimate unit i.e. customers of different banks, I was interested in
adopting a “systematic sampling technique”. However when this technique was adopted
the customer from whom I sought to elicit information, flatly refused to oblige for the
reasons best known to them.
Four banks namely: SBI, ICICI, PNB and HDFC banks were selected. Then from
each bank 25 customer were selected for interview. Thus study is confined to 100
customers in total.

DATA COLLECTION:
Primary Data:
Survey method has been used for collection of primary data. To collect the
primary information, questionnaire was framed. The respondent was personally
interviewed to collect the exact information.

Secondary Data:
Secondary data about the brief history and how the various banks came into
existence and about their growth was collected from the respective bank websites of each
different bank. Also brochures, feedback forms were helpful in preparing the
questionnaire.

Constraints

57
 All research work has to be carried under some constraint. The endeavor here is to
keep the scope of the project as wide as possible but there will be some constraint that
might narrow down the scope.

 Paucity of time could not allow a detailed study and thus the vast
information could not be included in the project report.

 Time constraint also forced the field work to be limited to Rajpura and
Patiala region.

 People were reluctant to provide the information.

58
Q1. Do you have a bank account?
a) Yes

59
b) No

Yes 100
No 0

Do you have a bank account?

No
0%

Yes
100%

This pie chart shows that 100% people are having accounts in bank.

60
Q2. If yes, in which bank do you have an account?

a) Public sector Banks

b) Private sector Banks
c) Both

If yes thaninwhichbankdoyouhaveanaccount?

both
8%

public sector
private
52%
40%

This pie chart shows that 52% people are having account in public bank,

40 % are having account in private banks and rest 8% are having account in

both the banks.

Q3. Specify the bank/s you deal with (kindly name the
bank/s)

a) private sector: (ICICI, HDFC,OR ANY OTHER)

61
b) Public sector:( SBP, SBI, PNB)

For this purpose I have taken 25 customers of each banks which I have

taken into consideration, they are:

a) HDFC

b) ICICI

c) SBI

d) PNB

62
Q4. Your relationship with the bank:

a) Saving account

b) Fixed account

c) Current account

d) Loan account

Saving Fixed A/c Current Loan Any

A/c A/c A/c other
48 28 20 4 0

Y O U R R E L A T IO N S H IP W IT H T H E B A N K ?
4% 0%

20%

S a v in g A / c
F ix e d A / c
48%
C ur rent A / c
L oan A / c
A ny ot her

28%

Q5. Kindly specify the reasons for preferring the above mentioned
bank/s?

63
 a) nearness
b) quality
c) high interest earnings
d) security
e) goodwill
f) speedy services
Kindly specify the re asons for prefe ring the above mentioned banks?

SPEEDY SERVICE QUALITY

17% 14%

NEARNESS
GOODWILL
19%
17%

SECURITY
8% HIGH INTEREST
EARNING
25%

People have different reasons behind their choice of accounts in

different bank such as for 25% it is high interest rates, for 8% it

insecurity, for 14% it is quality, for17%it is goodwill, for 17% it is

speedy services .

Q6. Do you feel satisfied with the services provided by your

bank?

a) Yes

b) No

64
 DO YOU FEEL SATISFIED WITH THE SERVICES PROVIDED
BY YOUR BANK ?

4%

YES
NO

96%

According to the pie diagram me we can see that about 96%of

the customers are satisfied.

Q7. If yes, what satisfaction level on the following services:

a) Deposit

b) Withdrawal

c) Updating of pass book

d) Accuracy in interest calculation

e) Overdraft facility

65
To this also there was a mix reaction; most of the customers were fully

satisfied by the services provided by the bank. Many of the customers

were not satisfied n they were from public bank.

Q8. While depositing/withdrawal a small amount what is the

behavior of the staff?
a) Polite
b) Irritating
c) Indifferent

66
 RANKING OF BEHAVIOR OF BANK STAFF

20%

POLITE
52% IRRITATING
INDIFFERENT
28%

In this pie chart about 52%of customers feel that the employees of the bank

are polite, 28% of the customers feel that employees are irritating and 20%of

them feel that employees are indifferent. Out of them mostly unsatisfied

customers were from public banks.

67
Q9. From where do you get the information about services provided
by the bank?

a) Newspaper
b) Magazines
c) Friends
d) Relatives
e) Neighbors
f) Bank employees

FROM WERE DO YOU GET THE INFORMATION

ABOUT THE SERVICES PROVIDED BY THE
BANK

BANK NEWSPAPER NEWSPAPER

EMPLOYEES 21% MAGAZINES
33% FRIENDS
MAGAZINES
NEIGHBOURS RELATIVES
14%
4% NEIGHBOURS
FRIENDS
RELATIVES BANK EMPLOYEES
20%
8%

In this pie diagram we can clearly see that about 33% of information to the

customers is provided by the bank employees,21% & 20% of the

information is provided by the newspapers and friends respectively carried

on by 4%neighbors, 8% relatives, 14%magzines.

Q10. What do you think is the best way to provide you the information

regarding the services to be offered by a particular bank?

68
 a) Telephones

b) Pamphlets

c) Advertisements

d) Exhibition

e) Print media

f) By post

g) Any other(please specify)

ACCORDING TO YOY WHICH IS THE BEST WAY

OF PROVIDING THE INFORMATION REGARDING
THE SERVICES OFFERED BY A PARTICULAR
BANK?
Any
other(please
specify) Telephones
0%
Pamphlets
By post Telephones
5% 10%
Advertisements
Print media Pamphlets
30% 5% Exhibition

Exhibition Print media

5% Advertisements
45% By post

Any other(please
specify)

According to the pie diagram we can say that the best way is advertisements
(45%), 30% print media.

COMPARISON AND FINDINGS:

Difference between the services provided by private and public banks:
1. Retail Banking:

The basic services which include retail banking that is provisional for the saving
accounts, current accounts and fix accounts; although are being provided by both public

69
and private banks have made retail banking more attractive, first of all high rate of return
and certain other privileges to its esteemed customers.
2. Locker Facility:

This facility is also given by both category banks, but again in this case the private banks

are again a step ahead of the public banks.

3. Extended Banking Hours:

Most of the private banks have extended banking hours from 8:00 am to 8:00 pm. This is

unlike in the case of public banks that have very bankish hours.

4. Home Banking:

The private banks like ICICI and HDFC provide free home services in which they send

one of their representatives to personally go and open the accounts of interested

customers free of cost.

5. Free Photograph:

There is another services provided by the private bank i.e. at the time of opening a

account customer’s photo is clicked there it self.

6. Speedy And Active Transactions:

Due to high technology and efficient staff in private banks, the transactions are

speedy and fast.

70
 QUESTIONNAIRE

Personal information:

Name:
Age:
Sex:
Profession:
Marital status:
If married, what is the size of your family?
Income pm:
Do you keep credit card/debit card:

71
If yes, how many & of which bank:

Q1. Do you have a bank account?

a) Yes
b) No

Q2. If yes, in which bank do you have an account?

a) Public sector Banks

b) Private sector Banks

c) Both

Q3. Specify the bank/s you deal with (kindly name the bank/s)
i. private sector: ICICI, HDFC any other banks
ii. public sector: PNB, SBI, SBP any other banks

Q4. Kindly specify the reasons for preferring the above mentioned bank/s?
a) nearness
b) quality
c) high interest earnings
d) security
e) goodwill
f) speedy services

Q5. Your relationship with the bank:

a) saving account
b) fixed account
c) current account
d) loan account
e) any other please specify:

72
Q6. Do you feel satisfied with the services provided by your bank?
a) Yes
b) No

Q7. If yes, what satisfaction level?

Fully satisfied satisfied not satisfied
Deposit
Withdrawal
Updating of pass book
Accuracy in interest calculation
Overdraft facility
Q8. While depositing/withdrawal a small amount what is the behavior of
the staff?

Polite
Irritating
Indifferent
Q9. From where do you get the information about services provided by the
bank?
Newspaper

Magazines

Friends

Relatives

Neighbors

Bank employees

73
Q10. What do you think is the best way to provide you the information
regarding the services to be offered by a particular bank?
Telephones
Pamphlets
Advertisements
Exhibition
Print media
By post
Any other(please specify)

BIBILOGRAPHY

WEB SITES REFERRED:

 www.quickmba.com
 www.icici.com
 www.sbiindia.com
 www.hdfc.com
 www.pnbindia.com
 www.guruji.com
 www.google.com

BOOKS REFERRED:
 “Management Of Indian Financial Institutions” by “R.M
Srivastava”
 “Financial Institutions And Markets” by “Lm Bhole”

74
75