CHAPTER 1

HISTORY OF THE COMPANY

HISTORY OF THE BANK

The Kangra Cooperative Bank Ltd. started in a very humble way as a small
Thrift/Credit Society in March, 1960 by a few friends of Distt. Kangra of Himachal to help
out the people of Himachal residing in Delhi to uplift their economic conditions and tide
over the financial hardships. Dedication, sincerity and honesty of these members/associates
brought rich fruits and this Thrift/Credit Society grew up into a big society within twelve
years after its formation and successful running was converted into a primary urban
Cooperative Bank in 1972 by RBI and was permitted to carry out banking activities
including acceptance of deposits from public (non-members) by opening their Saving,
Current and RD A/cs. Twenty three years there from in June 1995 it was granted a license
to carry out the banking business by the Reserve Bank of India. Thereafter, it was granted
license to open branches and consequently six more branches were added in February, May,
December 1996, June 1998 ,October 2008 and the last one in July 2009. In May 1970 it
purchased Paharganj building and reconstructed the same in 1993. In October, 1997 it
purchased the present premises at Janakpuri to set up administrative and HO. Central
accounts and Personnel department are functioning from this building. It has a board meeting
room. One branch also functions here. The main branch along with its service branch,
arbitration and recovery department is situated in its own three storied building at Paharganj.
It purchased another Building in April 2008 At Jagatpuri where its one of the existing
Branches has already been functioning.

AGBM and elections, audit etc are held on regular intervals. Bank is giving dividend to its
Share-holders regularly and lastly declared @ 18% the highest declared/paid so far. Bank
has also introduced three schemes of welfare nature for its shareholders. First one is where
grant of Rs. 20,000/- is given to the nominee of the deceased members and no interest is
charged up to 50000/- liability in case of death of the member, the second one is where
scholarship @ Rs.150/- and Rs.200/- per month is given to the brilliant wards of the

members and staff and the the third one is to give one time incentive to those wards of
members / staff who get 90 % marks in Board examination. Amount of incentive is
Rs.3100/- and Rs.5100/- for 10th and 12th class respectively

All the branches are fully computerized with TBA in place. Further interconnectivity (ABB)
among all its branches along with the implementation of CTS has already been done .Board
of Directors has also prepared a Vision Document for 2008-09 to 2010-11 according to
which various targets have been fixed.

Membership has been planned up to 38648

Dividend up to 18% with 1% increase every year

 Clientele 1.25 lacs

Deposits 548.68 crore

Advances 355.82 crores

To purchase at least one more building for its branches which are on rent at present.

To impart 3-5 days training to each Staff members in next 3 years.

To get Scheduled Bank status.

To create a befitting set up matching the status of the Bank.

To Strengthen and upgrade IT system.

All the branches of the bank remain open for six days a week with full day banking service
on Saturday. For the convenience of its customers it is having agency arrangement with
HDFC Bank which enables the bank to issue Demand Drafts on HDFC branches across the
country, to arrange collection of out-station cheques within a week or ten days. Bank is also

maintaining C-SGL A/c with HDFC and also participates in the non-competitive bids of RBI
for the purchased of Govt. Securities.

For its employees bank has introduced several good schemes like cover of medi claim
insurance, covering expenses up to 3.00 lacs requiring hospitalization of the employee, his or
her spouse & up to two childrens. Facility of housing loan up to ten lacs is also available
for the staff.

It has in place well defined service rules which ensure career growth to its employees. It
also celebrates annual day in which awards for best branch, workers etc. are also given.

Bank has also introduced welfare schemes for its employees which includes grant of Rs.1
lacs on death and on permanent disability on duty. Additional reimbursement is also given
in case of serious deceases like heart, kidney transplantations, cancer, T.B. etc.
In order to improve the knowledge of the staff guest lectures are also arranged on important
topics related to the banking activities from time to time

History:-
Came into existence on 17th March 1920 (License No. RPCD.09/2009-10).

Indora Banking Union was merged and 2nd Branch of the Bank opened at Nurpur in
Jan1956

Palampur Banking Union was merged and 3rd Branch of the Bank opened at Palampur
in Jan1957

Nanaon Banking Union was merged and 4th Branch of the Bank opened at Hamirpur
in Oct1958

The Bank suffered losses because of the partition in 1947 to the tune of Rs.10.64
Lacks

In Mar 1962, the bank suffering from the setback of partition was granted Rs.4.09
Lacks by the Govt.

Govt. also provided Interest Free Relief Loan of Rs.3.98 Lacks and Govt. of India
Loan of Rs.4.97 Lacks @ 3.87% in 1962 in 1971-72

The Bank entered into the deposit mobilization scheme of Pong Dam Area
aggressively and secured maximum share of Deposit Bank Deposits increased from
Rs. 256 Lacks in 1971-72 to Rs. 1054 lacks in 1973-74.
 CHAPTER 2

BANKING PROFILE

2.1 BANKING PROFILE

KCC Banks began operations in 1995 with a simple mission to be a World Class
Indian Bank. We realized that only a single-minded focus on product quality and service
excellence would help us get there. Today, the bank is on the way towards that goal. It is
extremely gratifying that its efforts towards providing customer convenience have been
appreciated both nationally and internationally.
The banks aim is to build a sound customer franchise across distinct businesses so as to be
the preferred provider of banking services in the niche segments that the bank operates in
and to achieve healthy growth in profitability, consistent with the banks risk appetite.
The economic development of any country depends on the extent to which its financial
system efficiently and effectively mobilizes and allocates resources. There are a number of
banks and financial institutions that perform this function; one of them is the development
bank. Development banks are unique financial institutions that perform the special task of
fostering the development of a nation, generally not undertaken by other banks.

Development banks are financial agencies that provide medium-and long-term financial
assistance and act as catalytic agents in promoting balanced development of the country.
They are engaged in promotion and development of industry, agriculture, and other key
sectors. They also provide development services that can aid in the accelerated growth of an
economy.

The objectives of development banks are:

To serve as an agent of development in various sectors, viz. industry, agriculture, and

international trade

To accelerate the growth of the economy

To allocate resources to high priority areas

To foster rapid industrialization, particularly in the private sector, so as to provide

employment opportunities as well as higher production

To develop entrepreneurial skills

To promote the development of rural areas

To finance housing, small scale industries, infrastructure, and social utilities.

In addition, they are assigned a special role in:

Planning, promoting, and developing industries to fill the gaps in industrial sector.

Coordinating the working of institutions engaged in financing, promoting or

developing industries, agriculture, or trade, rendering promotional services such as
discovering project ideas, undertaking feasibility studies, and providing technical,
financial, and managerial assistance for the implementation of projects

VISION
To Strengthen And Upgrade It System In The Bank.

To introduce new service rules with new pay scales.

To make steps to provide quality services to the customers.

To get scheduled status for the bank.

 To create a befitted set up matching the status of bank

BUSINESSES OF THE BANK

KCC Bank offers a wide range of commercial and transactional banking services and
treasury products to wholesale and retail customers. The bank has three key business
segments:

WHOLE SALE BANKING SERVICES

The Bank's target market ranges from large, blue-chip manufacturing companies in the
Indian corporate to small & mid-sized corporate and agri-based businesses. For these
customers, the Bank provides a wide range of commercial and transactional banking

services, including working capital finance, trade services, transactional services, cash
management, etc. The bank is also a leading provider of structured solutions, which combine
cash management services with vendor and distributor finance for facilitating superior
supply chain management for its corporate customers. Based on its superior product delivery
/ service levels and strong customer orientation, the Bank has made significant inroads into
the banking consortia of a number of leading Indian corporate including multinationals,
companies from the domestic business houses and prime public sector companies. It is
recognized as a leading provider of cash management and transactional banking solutions to
corporate customers, mutual funds, stock exchange members and banks.

RETAIL BANKING SERVICES

The objective of the Retail Bank is to provide its target market customers a full range of
financial products and banking services, giving the customer a one-stop window for all
his/her banking requirements. The products are backed by world-class service and delivered
to the customers through the growing branch network, as well as through alternative delivery
channels like ATMs, Phone Banking, Net Banking and Mobile Banking.
The KCC Bank Preferred program for high net worth individuals, the KCC Bank Plus and
the Investment Advisory Services programs have been designed keeping in mind needs of
customers who seek distinct financial solutions, information and advice on various
investment avenues. The Bank also has a wide array of retail loan products including Auto
Loans, Loans against marketable securities, Personal Loans and Loans for Two-wheelers. It
is also a leading provider of Depository Participant (DP) services for retail customers,
providing customers the facility to hold their investments in electronic form.

CAPITAL STRUCTURE:
Treasury
Within this business, the bank has three main product areas - Foreign Exchange and
Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the
liberalization of the financial markets in India, corporate need more sophisticated risk
management information, advice and product structures. These and fine pricing on various
treasury products are provided through the bank's Treasury team. To comply with statutory
reserve requirements, the bank is required to hold 25% of its deposits in government
securities. The Treasury business is responsible for managing the returns and market risk on
this investment portfolio.

Growth

KCC Bank is a young and dynamic bank, with a youthful and enthusiastic team
determined to accomplish the vision of becoming a world-class Indian bank. Our business
philosophy is based on four core values - Customer Focus, Operational Excellence,
Product Leadership and People. We believe that the ultimate identity and success of our
bank will reside in the exceptional quality of our people and their extraordinary efforts. For
this reason, we are committed to hiring, developing, motivating and retaining the best people
in the industry.Our mission is to be "a World Class Indian Bank", benchmarking ourselves
against international standards and best practices in terms of product offerings, technology,
service levels, risk management and audit & compliance. The objective is to build sound
customer franchises across distinct businesses so as to be a preferred provider of banking
services for target retail and wholesale customer segments, and to achieve a healthy growth
in profitability, consistent With the Bank's risk appetite. We are committed to do this while
ensuring the highest levels of ethical standards, professional integrity, corporate governance
and regulatory compliance. Our business strategy emphasizes the following :

Increase our market share in Indias expanding banking and financial services industry
by following a disciplined growth strategy focusing on quality and not on quantity and
delivering high quality customer service.
Leverage our technology platform and open scalable systems to deliver more products
to more customers and to control operating costs.

Maintain our current high standards for asset quality through disciplined credit risk
management.

Develop innovative products and services that attract our targeted customers and
address inefficiencies in the Indian financial sector.

Continue to develop products and services that reduce our cost of funds.

Focus on high earnings growth with low volatility.

2.2 PRODUCTS AND SERVICES

1. PERSONAL BANKING SERVICES

A. Accounts & Deposits

Savings Account

Regular Savings Account

Senior Citizens Account
 Institutional Savings Account
Regular Salary Account
Premium Salary Account
Kid's Advantage Account
Pension Saving Bank Account
Family Savings Account
Kisan Club Savings Account

Current Account
Trade Current Account
Regular Current Account
Fixed Deposit
Regular Fixed Deposit
Super Saver Account
Sweep-in Account
Recurring Deposit
Safe Deposit Locker
B. Loans
Personal Loans
Home Loans
Two Wheeler Loans
New Car Loans
Used Car Loans
Overdraft against Car
Express Loans
Loan against Securities
Loan against Property
 Commercial Vehicle Finance
Working Capital Finance
Construction Equipment Finance

C. Investments & Insurance

Mutual Funds
Insurance
Bonds
Health plus Credit Card
Regular Fixed Deposit
Recurring Deposit
Safe Deposit Locker
C. Investments & Insurance
Mutual Funds
Insurance
Bonds
Trade Finance
Travelers Cheques
Foreign Currency Cash
Foreign Currency Drafts
Foreign Currency Cheque Deposits

D. Access Your Bank - One View

Insta Alerts
Mobile Banking
ATM
Phone Banking
 Branch Network

E. Cards
Silver Credit Card
Gold Credit Card
Woman's Gold Credit Card
KCC Bank Idea Silver Card
KCC Bank Idea Gold Card

Deposit policy

Customers are most important visitors in our premises they are not dependent on us
we are dependent on them. we are determined to serve them in particular and our
community as a whole in general with smile to their utmost satisfaction through
cooperatives.

The Bank requires satisfactory introduction of the person/s opening the account by a
person acceptable to the bank.

The bank is required to obtain 2 recent photographs of the person/s opening the
account.

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 139-A) from the person/s opening the account.

The Bank will provide to the 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 voter's identity card or driving license or pass port or Ration card etc.
 The account holder is required to maintain minimum balance in the account, as
specified by the Bank from time to time. Bank has discretion to change the above
norms and levy charges for non-compliance of the same. However, adequate notice
will be given informing the change/s. Interest as prescribed by RBI is paid on half
yearly basis on minimum balance between the 10 th day and last day of the month,
provided it works out minimum Re.1.

Issue of cheque book is subject to satisfactory operation in the account. However issue
of multiple Cheque books is the discretion of the Branch Manager and subject to
charges.

Cheques, Dividend warrants drawn in the name of account holder/s will only be
collected through the account. (Financial instruments endorsed in favor of the account
holder/s will not be collected through SB account.)

Current Account: -

Current Accounts are designed to meet the needs of such sections of the public who
operate their account regularly and frequently. i.e. Traders, Businessmen, Corporate bodies
or the like who receive money and make payments very often. Current accounts are suitable
to such category of customers as there are no restriction on the number of withdrawal or
deposit. Current accounts can be opened by individuals, partnership firms, Private & Public
Ltd Co., HUFs, / Specified associates, Societies, Trusts, etc.

As required by law, while opening the account, we will satisfy ourselves about the
identity, including verification of address of the person/s seeking to open an account to assist
in protecting the prospective customers, public and ourselves against fraud and other misuse
of the Banking system duly observing the KYC guidelines of RBI.

The Bank requires satisfactory introduction of the person/s opening the account by a
person acceptable to the bank.
 The Bank is required to obtain 2 photographs of all the person/s who is opening and
operating the account.

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 139-A) from the person/s opening the account (i.e. including
partners or registered / unregistered partnership as also registered / incorporate bodies /
companies).

The Bank will provide to the prospective customers details of the documents required for
identification of the person/s opening the account in addition to a satisfactory introduction.
Minimum Balance as stipulated from time to time is required to be maintained by the
customers.

No interest is paid on credit balance kept in Current Account.

Service charges are levied for

1. Cheque books issued

2. Non-maintenance of minimum balance

3. Return of cheques, etc

The applicant (i.e. account opener) should declare in the account opening form or
separately that he is not enjoying any credit facility with any bank and if he does enjoy any
facility/ies he should declare full particulars thereof indicating the name of the bank, branch
where from he has availed these facilities and also submit no objection certificate from
financing bank/institution.

Statement of account is provided to the account holder monthly or more frequently as per
the arrangement.
 Stop Payment facility The bank will accept stop payment instructions from the depositors
in respect of cheques issued by them (subject to maintenance of required balance). Charges
as specified will be recovered.

Term Deposit Account:

The deposits received by the bank for a fixed period withdrawable after the expiry of the
fixed period and include deposits such as Recurring / Fixed /Term etc.

Term Deposits can be opened by individuals, partnership firms, Private / Public Ltd Co.s,
HUFs,/ Institutions/Societies/Trusts etc.

As required by law, while opening the account we will satisfy ourselves about the identity,
including verification of address of the person/s seeking to open an account to assist in
protecting the prospective customers, public and ourselves against fraud and other misuse of
the Banking system duly observing the KYC guidelines of RBI.

The Bank requires satisfactory introduction of the person/s opening the account by a
person acceptable to the bank.

The Bank is required to obtain 2 photographs of all the person/s who is opening and
operating the account.

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 139-A) from the person/s opening the account.

The Bank will provide to the prospective customers details of the documents required for
identification of the person/s opening the account in addition to a satisfactory introduction by
Persons & entities already having operative accounts such as SB, current account etc. need
not provide the above documents for opening of the Term Deposit accounts.
 Premature withdrawals are allowed unless specified otherwise, at the rate of interest
applicable for the period for which the deposit has run ruling on the date of deposits , subject
to penalty if any prescribed by the bank.

Premature extension / renewal of term deposit

In case the depositor desires to renew the deposit by seeking premature closure of an
existing term deposit, the bank will permit the renewal at the applicable rate on the date of
renewal, provided the deposit has run for a minimum period of 15 days and is renewed for a
period longer than the balance period of the original deposit. While prematurely closing a
deposit for the purpose of renewal, interest on the deposit for the period it has remained with
the bank will be paid at the rate applicable to the period remained with the bank and not the
contracted rate.

Generally loans / overdrafts against deposits are allowed except on Certificate of Deposit
(CD). Such loans are sanctioned by charging interest at rates announced from time to time by
the bank. The bank may also consider loan against deposit standing in the name of minor.
However, a suitable declaration stating that loan is for the benefit of the minor is to be
submitted by the depositor applicant.

Deposits are renewed by the bank on due dates on request. Wherever the depositor has
executed the option of automatic renewal in the account opening form, the bank may renew
the deposit until the instructions are revoked in writing. The bank intimates the depositor in
advance regarding the date of maturity.

Interest on deposit is payable either monthly or quarterly or half yearly.

Renewal of overdue Term Deposits:- When a term deposit is renewed on maturity, on

renewed deposit interest rate for the period specified by the depositor as applicable on the
date of maturity would be extended. If request for renewal is received after the date of
maturity, such overdue deposit will be renewed with effect from the date of maturity at the
interest rate applicable as on the due date, provided such request is received within 14 days
from the date of maturity. In respect of deposits renewed after 14 days from the date of
maturity, the deposits will be renewed from the date of maturity for the period requested
applying the rate of interest ruling on the date of maturity or on the date of renewal
whichever is lower, subject to renewal for a period not less than 15 days from the date of
renewal.

Interest on overdue deposit is paid if the deposit is renewed, as decided by the bank from
time to time.

Interest on bank deposits is exempt from Income Tax up to a limit specified by Income Tax
authorities from time to time.

Presently, if the total interest on deposits, per depositor per branch per financial year
exceeds Rs.5000/-, the same is subject to Tax deducted at source (TDS) at the rate stipulated
by the Income Tax authorities.

The depositor may furnish declaration in form No.15-G/ 15-H preferably at the
commencement of the financial year for receiving interest on deposits without deduction of
tax.

The Bank will issue TDS certificate for the tax deducted.

JOINT ACCOUNTS:

Deposit accounts can be opened by an individual in his own name or by more than one
individual subject to maximum of four persons, known as joint account. SB account can be
opened by a minor jointly with natural guardian or with mother as guardian.

Operations of Joint account:

The joint account opened by more than one individual subject to a maximum of 4 persons
can be operated by single individual or by more than one individual jointly. The mandate for
operating the account can be modified with the consent of all the joint account holders. In
case of SB account opened by minor jointly with the natural guardian the operation is by the
natural guardian only.
Transfer of accounts:

Current Account, SB, Term Deposits may be transferred from one branch to another branch
within the bank at the request of the account holders subject to certain conditions.

Addition of names:

The Bank may at the request of the depositor/s allow addition of name/s subject to the
condition that the total number of depositors does not exceed four in case of both the SB, CA
& Term deposits. Deletions in name/s of depositor/s are also permitted, subject to the
condition that one of the original depositors should continue to be a depositor.

Change in Rate of Interest:

The rate of interest on deposits will be prominently displayed in the branch premises apart
from placing the same on our bank's website.

The changes if any with regard to the deposit schemes and other related services, shall also
be communicated upfront and shall be prominently displayed. The same may also be
published in newspaper.

Customer Information:

The customer information collected from the customers shall not be used for
cross selling of services/ products by the bank, subsidiaries & affiliates. If the
bank proposes to use such information, it shall be with the consent of the account
holder/s.

Secrecy of the customer accounts:

The Bank shall not disclose details / particulars of the customers' accounts to a third person
or party without the express or implied consent from the customer. However, there are some
exceptions viz. Disclosure of information under compulsion of law, where there is a duty
towards the public to disclose and where interest of the bank requires disclosure.

Inoperative accounts:

SB & CA accounts in which there are no operations for a period of 2 years and above from
the date of last

QUALITY POLICY

SECURITY: The bank provides long term financial security to their policy. The bank does
this by offering life insurance and pension products.
TRUST: The bank appreciates the trust placed by their policy holders in the bank. Hence, it
will aim to manage their investments very carefully and live up to this trust.
INNOVATION: Recognizing the different needs of our customers, the bank offers a range
of innovative products to meet these needs.

2.3 SWOT WANALYSIS:-

STRENGTH
1. The biggest strength of Bank is Direct Banking channels. As Direct banking channels
saves time and money both as a customer does not need to go to bank for any kind of
transaction except cash withdrawal and cash deposits all other things are done sitting
anywhere in the world.
2. All services or products of KCC Bank are available through direct banking channels.
3. Free ATM, Net Banking, Mobile Banking, Phone Banking and 24 hours services.
 4. Very easy to access and use.
5. A highly personalized services provided by the bank.
6. KCCs Direct Banking channels provide real time and accurate information.
WEAKNESS:

1. Unawareness about all Direct Banking Channels due to less advertisement.

2. Other private banks have started direct banking channels it may put some
competition to KCC Bank in near future.
3. Resistance to Change.
OPPURTUNITIES:

1. Centralized banking makes easy for KCC Bank to provide services to

customers.
2. Huge market of shareholders.
THREATS:

1. Vulnerable to reactive attack by competitors.

2. Attacks of web hackers.
3. Lack of infrastructure in rural areas could constrain investment.
4. High volume / low cost market is intensely competitive.

IMPORTANCE TO THE COMPANY:

The ultimate purpose of giving me this topic was to know about the customers perceptions
about the different products of the bank, and to know about operational process. how these
products can attract them and how the company can generate maximum profit by convincing
them through personal banker and to better understand customer requirement and to
understand operational methodology.
CHAPTER 3
 RESEACH METHODOLOGY

3.1 RESEARCH DESIGN:

Research design constitutes the blue print for the collection, measurement and analysis
of data. The present study seeks to identify the perception of consumers on KCC Bank in
Kangra. The research design is exploratory in nature. The research has been conducted on
users within Kangra. For the selection of the sample, convenient sampling method was
adopted and an attempt has been made to include all the age groups and gender within
different occupation.

Type of Research
The present study will adopt the exploratory approach wherein, there is a need to gather large
amount of information before making a conclusion.

DEVELOPING THE RESEARCH PLAN:

The data for this research project has been collected through self Administration. Due to time
limitation and other constraints direct personal interview method is used. A structured
questionnaire was framed as it is less time consuming, generates specific and to the point
information, easier to tabulate and interpret. Moreover respondents prefer to give direct
answers.

COLLECTION OF DATA:

1. PRIMARY DATA:

Observation method
Structured questionnaire
Interview method

2. SECONDARY DATA:

Internet
Books

SAMPLING PLAN: Since it is not possible to study whole universe, it becomes necessary
to take sample from the universe to know about its characteristics.
Sampling Units: Different professionals. Chartered Accountants, Tax Consultants, Lawyers,
Business Man, Professionals and Students of Kangra.

Sample Technique: Random Sampling.

Research Instrument: Structured Questionnaire.
Contact Method: Personal Interview.
SAMPLE SIZE: My sample size for this project was 50 respondents. Since it was not
possible to cover the whole universe in the available time period, it was necessary for me to
take a sample size of 50 respondents.

DATA COLLECTION INSTRUMENT DEVELOPMENT : The mode of

collection of data will be based on Survey Method and Field Activity. Primary data
collection will base on personal interview. I have prepared the questionnaire according to the
necessity of the data to be collected.
research as the manipulation o things, concepts or verify knowledge, whether that
knowledge aids in construction of theory or in the practice of an art

Research is a careful investigation or inquiry especially through search for new facts in
branch of knowledge: market research specifies information. Required to address these
issues: designs the method for collecting information: manage and implements the data
collecting process analyses the results and communicates the finding and their implications.

3.2 RESEARCH OBJECTIVES:

- To know the satisfaction level of the consumers
- To know their attitude towards kcc bank
- To analyze the efficiency and effectiveness of bank.
- To know different type of schemes preferred by different set of customer.
-

Scope of the Study

Each and every project study along with its certain objectives also have scope for future. And
this scope in future gives to new researches a new need to research a new project with a new
scope. Scope of the study not only consist one or two future business plan but sometime it
also gives idea about a new business which becomes much more profitable for the researches
then the older one.
 Scope of the study could give the projected scenario for a new successful strategy with
a proper implementation plan. Whatever scope I observed in my project are not exactly
having all the features of the scope which I described above but also not lacking all the
features.

- Research study could give an idea of network expansion for capturing more market
and customer with better services and lower cost, with out compromising with quality.
- In future customer requirements could be added with the product and services for
getting an edge over competitors.
- Consumer behavior could also be used for the purpose of launching a new product
with extra benefits which are required by customers for their account (saving or
current ) and/or for their investments.
- Factors which are responsible for the performance for bank can also be used for the
modification of the strategy and product for being more profitable.
- Factors which I observed while doing project study are following-
Competitors

Customer Behaviour

Advertisement/promotional activities

Attitude of manpower and Economic conditions

These all could also be interchanged with each other for each other in banks strategies for
making a final business plan to effect the market with a positive way without disturbing a lot
to market, customers and competitors with disturbance in market shares.

3.5 LIMITATIONS OF THE STUDY

It is said, nothing is perfect and there would be few shortcoming in this project also.
Sincere efforts have been made to eliminate discrepancies as far as possible but few would
have remained due to limitation of the study.
 Time seemed to be our most limited resource. To conduct a comprehensive research
project in a 30 days period is very difficult.
The absence of appropriate funding limited the extent of our study. With additional
financial resources, the scope of our study could have been enlarged, resulting in a
more representative study.
Interview bias could not be avoided as in case of many surveys open ended questions
involve the use of probing techniques that increase interview bias. However, as our
study did not use many open ended questions, the extent of the bias was reduced.
It was not possible to understand thoroughly about the different marketing aspects of
the Financial Consultant within 30 days.

CHAPTER 4
 ANALYSIS AND INTERPRETATTION

Analysis and Interpretation: QUESTION WITH ANALYSIS

AND INTERPRETATION:

A questionnaire was used as the primary source of data collection and the detailed
question wise analysis of the data is given below:-

Q.1 Your Occupation?

Category No. of Percentage

respondents
Business 14 28
Profession 12 24
Service 18 36
Student 6 12
Interpretation From above response it can be seen that.
28% respondents Occupation is Business.
24% respondents Occupation is Profession.

36% respondents Occupation is Service.

12% respondents Occupation is Student.
Q.2 From which bank you have bank account?

Categor No of respondents Percentage

y
KCC Bank 17 34
Others 33 66
Interpretation From above response it can be seen that
34% respondents have account with KCC bank.
66% respondents have account with others bank.

Q.3. Why you want to open an account in bank ?

Category No. of respondants Percentage

Efficient service 24 48
Convenient location 14 28
 Aquaintance 8 16
Others 4 8

Interpretation From above response it can be seen that

From the survey we came to know that 48% people prefer services of the bank for
opening the account.
About 28% people open account in the bank for the convenient location.
26% people open account because of acquaintance with the bank officonly 8% people
open account because of other reason.

Q.4. Do you want to open an account with KCC bank?

Categor No. of respondents Percentage

y
Yes 12 24
No 21 42
Not idea 17 34
 Interpretation From above response it can be seen that
24% respondents want to open an account in KCC bank.
42% respondents does not want to open an account in KCC bank.
34% respondents are already customers of KCC bank.

Q.5. Are you aware of different terms and conditions which are very
much essential to maintain an account at KCC Bank?

Category No. of Respondents Percentage

Yes 17 36
No 33 66
Interpretation From above response it can be seen that.
34% respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank.
66% respondents have no idea about it.

Q.6.Is the staff of KCC bank is co-operative?

Category No. of respondents Percentage

Yes 31 68
No 11 22
No idea 5 10
Interpretation From above response it can be seen that.
68% respondents believe that staff of KCC bank is co-operative.
22% respondents believe that staff of KCC bank is not co-operative.
10% respondents have no idea

Q.7.what is your perception about different products/services

provided by KCC bank?

Category No. of respondents Percentage

Lucrative 24 48
Not Lucrative 21 42
No idea 5 10
Interpretation From above response it can be seen that.
48% respondents perception about different products is lucrative.
42% respondents perception about different products is not lucrative.
10% respondents have no idea.

Q.8.Are you aware that the KCC bank provides you free phone
banking & net banking services.

Category No. of respondents Percentage

Yes 32 62
No 18 36
Interpretation From above response it can be seen that
64% respondents are aware of it.
36% respondents are not aware of it.

Q.9. Do you think that KCC bank provides innovative products and
superior services?

Category No. of respondents Percentage

Yes 37 72
No 13 26
Interpretation From above response it can be seen that
74% respondents believe that KCC bank provides innovative products and superior services.
26% respondents believe that KCC bank does not provide innovative products and superior
services.

Q.10.If you get opportunity in future would you like to be attached

with KCC bank?

Category No. of respondents Percentage

Yes 38 76
No 12 24
Interpretation From above response it can be seen that
76% respondents want to attach with KCC bank.
24% respondents dont want to attach with KCC bank.

CHAPTER 5
Finding , Conclusion &Recommendations

Finding and Conclusion

The project was constrained by time limit of two months.

Mindset of people may very depending upon their age, gender, income etc.
Getting appointment from the concern person was very difficult.
People mind set about the survey was obstacles in acquiring complete Respondents
were very busy in their schedule. So it was very time consuming for information &
positive interaction, them to answer all the questions properly.

KCC Bank, the banking arm of KCC is expected to go on stream. The bank already has
good number of employees on board and is recruiting personal banker heavily to take the
headcount to many more. It is on the brim of increasing its customers through its attractive
schemes and offer.
The project opportunities provided was market segmentation and to know the perception
of prospective customers in potential geographical location and convincing them to attract
more customers so that new business opportunities of the bank can be explored. Through this
project, it could be concluded that people are not much aware about the various products of
the bank and many of them not interested to open an account, to invest money at all.
Majority of people have more faith in public sector banks as compare to private banks.
Professionals and businessman are more attracted towards the products and services
provided by the KCC bank as compare to people in services and students. Services was
considered as unsought good which require hard core selling, but in changing trend in
income and people becoming financially literate, the demand for banking sector is increasing
day by day.
So, at last the conclusion is that there is tough competition ahead for the company from its
major competitors in the banking sector. Last but not the least I would like to thank KCC
Bank for giving me an opportunity to work in the field of Marketing and Operation. I hope
the company finds my analysis relevant.

Recommendations
Finally some recommendations for the company are as follows:-
To make people aware about the benefit of becoming a customer of KCC Bank,
following activities of advertisement should be done through
1. Print Media. 2. Hoarding & Banners.
3. Stalls in Trade Fares 4. Distribution of leaflets containing details information.
Other facilities must be provide to the customer:
The bank should provide life time valid ATM card to all its customers.
Minimum balance for savings account should be reduced from Rs 5000 to Rs 1000, so
that people who are not financially strong enough can maintain their account properly.
 The company should provide a pass book to all its customers.
Make people understand about the various benefits of its products.
Company should organize the program in the society, so that people will be aware
about the company and different products of the bank.
Company should open more branches in different cities.

Annexure
Questionnaire

1. QUESTIONNAIRE

Dear Sir/Madam,
Name: ..
Address: ..
Contact No :( O) (M)
City: ...............Pin: .State:
I am a student of G.D.C DHARMSHALA presently doing a project on Consumers
Perception on KCC Bank. I request you to kindly fill the questionnaire below and I assure
you that the data generated shall be kept confidential.

1. Occupation.
Business
Profession
Service
Student
(Please mention below the type of business/profession you are in incase of service please
mention your organization name and designation)

2. From which bank you have account?

KCC
Others

3. Why you want to open an account in bank?

Efficient Service
Convenient location
Acquaintance
Others

4. Do you want to open a savings account with KCC Bank?

yes
No
5. Are you aware of that KCC Bank provide you free phone banking & net banking
services.
If you open a new savings account with KCC bank?
yes
No

6. Are you aware of different terms and conditions which are very much essential to maintain
an account at KCC Bank?
Yes
No

7. Is the staff of KCC bank is co-operative ?

Yes
No

8. What is your perception about different products and services offered by KCC Bank?

Lucrative
Not lucrative
No idea

9. Do you think that KCC bank provides innovative products and superior services?
Yes
No
10. If you get opportunity in future would you like to be attached with KCC bank?
Yes
No

Date:
Place: Signature

Thank You