A Project Report on

CUSTOMER SATISFACTION

Submitted For

The Partial Fulfillment Of The Requirement For the

Award Of Degree of
Bacholelor’s of Business Administration
By
University of Jammu

Submitted by:

Name: Hemani Kapoor

Class Roll no. 35
University Roll No. 9880034
B.B.A-III
Session 2006-07
Under the guidance of Dr.Ageet Angral
A senior Faculty Member, Department of Commerce
Management Studies
Govt. S.P.M.R “P.G” College of Commerce ,Canal Road
Jammu
 CERTIFICATE
This is to certify that Miss Hemani Kapoor D/O Sh. Ashwani

Kapoor student of B.B.A-III, Roll No. 35 is a bonafide student if

this institute .She has completed the project report of Dr. Ajeet

Angral, a senior faculty member, Department of Commerce &

Management Studies for the partial fulfillment of requirement for

awarding the degree of Bachelor’s of Business Administration by

the university of Jammu.

Prof. V.S.Hans Dr.S.C.Gupta

H.O.D.Commerce &Mgt. Studies Principal
 CERTIFIATE

This is to certify the miss Hemani Kapoor D/O Sh. Ashwani

Kapoor has completed her project report on the topic

“CUSTOMER SATISFACTION’ under my guidance &

supervision during the Academic year 2006-07 in the partial

fulfillment for awarding the degree of Bacholor’s of Business

Administration by the university Jammu.

To the best of my knowledge the workdone by the student is

original & will be of valuable source for the scholars &

organizations to carry advance research work in the field under

reference.

Dr. Ajeet Angral

Project Incharge
 DECLARATION
I hereby declare that the Project Report on the Topic

“CUSTOMER SATISFACTION” Completed & submitted under

the guidance & supervision of Dr.Ajeet Angral , Project incharge,

is my original work. The preparation of the project report is

based on my personal findings, several visits to the organizations,

& interaction with the officials, employees ,customer & scholars.

Further the study was also assisted by published 7 unpublished

material & other secondary sources.

Hemani Kapoor
 CONTENTS

Certificate
Declaration

Chapter No. Chapter Title

1. An Overview

2. Introduction

3. Meaning of customer

4. Customer Service

5. Need for the study

6. Objectives of the study

Scope of the study

Methodology

Sample design

7. Analysis & Interpetation

8. Conclusion

9. Recommendations

10. Questionnaire

11. Bibliography
The banking as , it exists today , is the result of transformation that has taken

place over many a centuries . Throughout the globe , banking has been in

existence in one form or the other . The word bank is said to be of Germanic

origin , cognate with French word banque & the Italian word , banca, both

meaning bench . It seems , this word may have derived its meaning from the

practice of jewish money – changers of Lombardy ( a district in north Italy ) ,

who, in the middle ages , used to do business sitting on benches in the market

place .

The history of origin of banks is traceable in asian times the new

testament contains a reference of the activities of the money changers in the

temples of Jerusalem. As early as 2000 BC , the temples Babylonia were used as

banks & priests acted as financial agens until the public lost confidence as a

result of this belief in religion. In ancient Greece the famous of Delphi & Olynpia

served as the great depositories for the surplus funda of the public & were the

main centers of money lending business . The traces of credit by compensation 7

by transfer orders are found in Assyria , Phoenicia & Egypt before the growth the
system in its full form in Greece & Rome .
ORGANISATION PROFILE

THE CITIZEN’S COOPERATIVE BANK LTD. JAMMU

Administrative Office Gandhi Nagar, Jammu

The bank has its administrative office situated at 117-AD Gandhi nagar jammu in
a building on rent. Managing director of the bank operates his office at
Administrative office. The office accommodates its personnel/ Estt section, legal
section , membership section & office of the chief manager recoveries, inspection
& deposits .

Central office:-

The bank has its central office situated opposite the office of
directorate Statistical J&k jammu at main road janipur jammu. Reconcilation
section are accommodation here in a rental Building. Apart from this, office of
nodal officer recoveries ( chief manager) & Extention counter of the new plots
branch at janipur is also situated in the same Premises.

Branches:

At present, the bank has 11 branches & 4 extention counters as per

following :
1 Moti bazaar
2 Vinayak bazaar
3 Ware house
4 New plots
5 Shastri nagar
6 Kanak mandi
7 R.S pura gangyal
8 Gangyal
9 Transport nagar
10 Akhnoor
11 Vijaypur
 Extention Counters
1 Janipur
2 Chhani himat
3 Sheikhnagar
4 Talab tillo

All the branches & extention counters of the bank are functional in a
rental accommodation .

Besides above offices , the bank also has a seprate stationery section
situation at 1st fllor extention counter channi himmat & a yard plot situated at
transport nagar taken by the bank on lease basis from jammu development
authority where the bank parks bank’s vehicles as well as seized vehicles etc. The
bank has also another plot taken on lease basis from jammu development
authority situated at pail head complex jammu for proposed premises of bank’s
administrstive & central office.

Objectives:

It is functioning as amini commercial bank in cooperative sector & much care is

taken to cater to the needs of weaker section. Only members within jammu
province unlike other Commercial Banks who transfers their funds for investment
to the other parts of the country are using further funds collected in the shape of
deposits.
 Organization Structure of Citizen’s Cooperative Bank
Ltd Jammu

The work of the bank has been divided into deratments/sections on the basis of
functions under the supervision of competent officers.

Managing Director

Chief Manager Manager scale III

Manager scale I

Cashier / Clerk

Class IV

The bank has framed service rules governing the recruitment of

staff, their pay scales, promotions etc, duly approved by the registrar, cooperative
societies J&K.
BOARD OF DIRECTORS:

The board consist of nine members elected in accordance with the

provisions in the J&K cooperative societies Act & rules excluding the Govt.
nominee if any. The term of board is of three years. The Board will elect
themselves a chairman, who will have powers & duties. Board may at its
discretion appoint advisory committee consisting of experts in various fields such
as Banking, coop., Trade, law, economics etc to advise it on such matters as
referred to them.

MANAGING DIRECTOR:

Board may appoint a Managing Director & also fix his remuneration . He
shall be Ex-office member of the board to function as secretary to the board &
conduct day to day business of the bank subject to overall control of the board 7
the chairman .

CHIEF MANAGERS:

To further exercise control over branches , Managing Director assign

certain duties to chief Managers for smooth functioning / control of branches like
Inspection , recovery , administration etc.

MANAGERS III:

Manager scale I have been assigned the job to directly deal with clients of
the bank & to handle basic banking i.e. to open accounts of clients , allow
withdrawal of money , issue of fixed deposit receipts , etc
Funds Management:-

Resources:
1. Share capital Reserves
2. Deposits
3. Reserves

Utilization:
1. Loans & Advances
2. Investments (SLR + NM SLR)
3. Balance with bank
4. Cash in hand

Major Areas of Financing

1. Small scale Industries
2. Transport
3. Retail Traders
4. Professional & self Employed
5. Consumer loans
6. Housing loans
7. Education loans
8. Agriculture loans
9. Personal loans
 Resources

Share capital Resources Deposits

Utilization

Cash in Hand & Investments Loans &

Balances with Banks ( SLR + NON SLR) Advances
( minimum 3% to be maintained minimum 25 % in SLR to be
maintained as per RBI directors) maintained as per
RBI directors
A customer meet held by C.C.B Ltd. In which Chief
Secretary addressing the customers.

Customers of the Bank Attending the meeting in

which chief secretary is addressing.
Customers meet held by Board of Directors, Chairman and
the Registrar of Co-operative Societies J&K.

Chairman of the Bank offering Dividend warrant to the

Registrar Co-operative Societies J&K
CUSTOMER
There is no statutory defination of customer. The word ‘customer appears in
section 131 of the negotiable instruments act, 1881 but it is not defined therein.
Obviously , a reference has to be made to the opinion expressed by eminent
authorities on banking as also to the decided cases in order to appreciate the
interpretation of what connotes a customer.

In view of judicial pronouncements, broadly speaking, customer

is a person who has “ some sort of an account , either deposit or current account
or some similar relation ,with a banker . According to the old theory, as
expressed by sir john paget, “to constitute a ‘customer’ there must be some
recognizable course or habit of dealing in the nature of regular banking business ,
that an isolated transaction of that nature or series of transactions not commonly
associated with banking is not sufficient “.

Thus , a person was not regarded as a customer of the bank immediately

on opening an account & the duration of dealings between the banker & customer
was the deciding factor as to whether a particular person would be deemed to be
a customer or not.

“……..a person becomes a customer of a bank when he goes to the bank

with money or a cheque & asks to have an account opened in his name & the
bank accepts the money or cheque 7 is prepared to open an account in the name
of that person , after that he is entitled to be called a customer of the bank.

The quality of customer service in urban cooperative banks has to be high as they
are established primarily to fill the existing gaps in banking 7 credit needs in
urban & semi urban areas. Meeting the legitimate aspiration of its customers will
enable the bank to maintain ita image, create confidence & extract funds
comparatively at low cost in a competitive service, reserve Bank of India has set
up a committee headed by M.N.Goiporia , the then chairman of State Bank of
India to ensure empowerment in the customer service rendered by banks. The
recommendations of the committee which are requested to be implemented by
the Urban Cooperative banks are as under :-

1. Service at counters
 i. Business & working hours
ii. uninterrupted service
iii. Guidance to customer
iv. Deposit & other Accounts
• Nomination facilities
• Saving bank pass book/ statement of accounts
• Term Deposits
• Advisory services on deposit schemes
• Brochures / pamphlets for guidance of customer
v. Safe deposit lockers
vi. dishonoured Instruments
vii. Reimbursement of interest by paying bank
viii. Indentity badges
ix. Job enrichment
x. training
xi. Induction training
xii. Induction Training
xiii. Reward & recogination
xiv. System & procedures
xv. Customer service Audit
xvi. Complaint book
xvii. Complaint prone employees
xviii. Infrastructure provision
xix. costumer Education
xx. Security Arrangements
xxi. fair practices code – Display of bank / service charges

2. Immediate credit of local / outstation cheques

3. statutory provisions for nomination facility
4. Customer service – Rederessal of Grievances
Introduction :
 The seeds of cooperative movement in India were sown with the
formation of an urban credit society nearly hundred years ago. The Citizen’s
Cooperative Bank Ltd, Jammu which have grown silently & strongly over the
years , are a striking example of voluntary cooperation among people & also have
grown & continue to function without any government help or aid . This self
reliant institution has kept pace with the changes that has taken place particularly
after the introduction of financial sector reforms & the revolutionary changes
ushered in by developments in information technology.

Customer Service is as vital for CCB as for any other banking entity
& has come to acquire greater importance in the present day competitive
environment . Now, not only wining new customers but also retaining the
existing ones is crucial for bank. In fact, it is much more profitable & cost
effective to retain customer rather than to get new customers . The success of any
bank will be one that excels in customer service & provides them a range of
services & products. Now a days survival & progress of banks mainly depend on
their ability to market quality services are rendered through the medium of
human resources for providing quality service to their customers.

A bank should be able to settle the transactions of the customer

quickly & at one point. The customer should be guided properly & satisfactorily.
Personal relations of the employees with customers & personal involvement of
bank employees can help to improve customer satisfaction. As customer are first
introduced at the bank counters, the services rendered by the image of the bank .
Since the first impression about a bank is formed at this point, the management
should ensure that customers get prompt & courteous service from employees at
the counter.

Bank Management should make the employees aware that the

progress of the bank & the employees depends to great extent on the kind of
service they render to customers. At the same time, lack of pragmatism &
dynamism at the top-level management can also adversely effect the quality of
customer service. It is therefore important that bank managements are
professionalized & more and more experts are inducted in their boards. Often,
Ignorance of the customer can also cause a great deal of inconvenience both to
the banker & the customer himself. Thus, it is felt that customer education can go
a long way in enabling the banks to be of better service to them. The need for
customer education in rural areas is far greater. Customer education in rural areas
can be organized by bank personnel through informal get together in the
customers & delay men of right attitude to match the ever-rising change in the
attitude of bank staff ( particularly , middle level employees), & well coordinated
team work is essential to satisfy the customer.

Customer expect prompt, focused & speedy attention when

transacting with the bank . they do not like it if an employee is rigid inflexible &
unhelpful in his or her approach or if he or she follows the rules too strictly .
Every time a customer puts through a banking transaction, he/she interacts with
the products & services offered by the bank. All banks are selling similar
products at similar price with almost the same working hours. Thus, the attitude
responsiveness & personal skills of the staff could be valid for determining the
levels of customer satisfaction for the bank.
 The CCB ltd has been universally laying stress on the need for steps like
observance of time & discipline in the matters of encashment of cheques &
collection of outstation cheques, appraisal of credit proposals etc. Courier service
for collection of cheques or for appraisal of credit proposals are same of the
methods adopted to avoid inconvenience to customers. However, it would be
rather simplistic to presume that there steps alone would meet all the conceivable
demands of customers . As the regime of directed polices for urban banks is
likely to come to an end in the near future, they have to gear themselves to face
the market fundamentals, be it for fixing interest rates for deposit or for lending,
or for offering various banking & non banking services to their customers, To
meet the challenge of not only generating a high degree of customer satisfaction
but also sustaining it, the CCB ltd will have to focus more on customer & the
external environment, & put in intensive efforts. Keeping this in view , it was felt
that soliciting view of customers of the CCB ltd could provide useful guidance
regarding the direction in which they should move & how they should reorient
themselves to meet the challenges of the changing scenario.
Objectives of the study
 The objectives of the present study, undertaken to review the customer
services in the CCB ltd are
 to examine the experience 7 expectations of the members of the CCB ltd.
 To inquire into the reasons for the members happiness with the services
provided by the CCB ltd.
 To analyze the strengths of the customer service of the CCB ltd.

Scope of the study

Since the concept of customer service is very wide with varied

dimensions, the study solicited views pertaining to experience 7 expectations of
the members/customers ;reasons for members/customers happiness with the
services/facilities rendered by the CCB ltd

Methodology

The study is conducted by collecting data through personal contact &

discussions with customers in the selected sample of branches of the CCB ltd.
The study also includes information collected through structured questionnaire
administered personally from the customers of the selected branches of the CCB
ltd.

Sample Design

Since the study aims to examine the customers service & facilities, five
branches of the CCB ltd, in Jammu city are selected purposively according to the
convenience administering the questionnaire . A sample of 30 customers in each
branch were selected by following the simple random sampling procedure by
giving due representation to each cadre of customer in the five branches of the
CCB ltd . The perception of the 150 customers of the five branches of the CCB
ltd were assessed on the basis of primary data collected from them.

Keeping in view the objectives of the study, a questionnaire foe

collecting data from the members was drafted & was finalized after pretest. The
questionnaire for the customers of the CCB ltd in Jammu city aimed at collecting
dates relating to their experiences & expectations regarding customer services,
reasons for their happiness with the services/facilities rendered by the bank & the
plus point of the bank.

The types of facilities provided by the bank are :-

Deposit
1) Recurring deposit facilities
2) Fixed Deposit facilities
3) Demand Draft facilities

Advances
1) Loan facilities
2) Overdraft facilities
3) Bills of exchange facilities

Other
1) Locker facilities
2) Insurance facilities

Like any Commercial bank, The CCB ltd is providing facilities

to its members/customers & observing guidelines of Reserve Bank of India
for opening of deposit accounts as well as granting of advances except that
loans are being granted to members of the bank only. However, any person
rending within the area of operation of the bank & must be permanent resident
of J&K can avail the loan facilities from the CCB ltd.
The detailed analysis and interpretation of the study is as follows: -
1. Customer on the basis of martial status – out of a total of 150 customers 105

are married, 30 are unmarried and 15 are students.

120 105

100

80 Married
60 Unmarried
30
Student
40 15
20

2. Customers on the basis of age – out of a total of 150 customers 2 are under 20

of age, 22 are under 20-25 age, 75 are under the age of 35-50 and 51 are above

50.

80 75
70
60 51
Less Than 20
50
20-35
40
22 35-50
30
above 50
20
2
10
0

3. Customers on the basis of sex - out of a total of 150 customers 123 are male

and 27 are female.

 123
140
120
100
80 Male
27 Female
60
40
20
0

4. Customers of the basis of qualification – Out of a total of 150 costumers3 are

under graduate, 57 are graduate, 90 are Post-graduate.

90
90
80
70 57
60
Under-Graduate
50
Graduate
40
Post-Graduate
30
20 3
10
0

Questions asked through Questionnaire

Q1. The services / facilities as availed by the respondents are indicated in
Table 1.

S. Services / facilities being No. of Percentage

No. availed respondents
1. Fixed deposit facilities 49 32.66%
Recurring deposit
2. 8 5.33%
facilities
3. Demand draft facilities 14 9.33%
4. Loan facilities 76 50.6%
5. Locker facilities 3 2%
Total 150 99.92%

2%
33% a
b
c = Fixed deposit facilities
50.60% d
5% e = Recurring deposit facilities
9%
= Demand draft facilities

= Loan facilities

= Locker facilities

As the table reveals the majority (50.6%) of customers (76) reported that

they are availing loan facilities from their respective branches of the CCB Ltd.

Under study another (32.66%) customers (49) expressed that they are availing

fixed deposit facilities. Whereas (9.33%) availed demand draft facility. Recurring
deposit facilities (5.33%), locker facilities (2%) were the services availed by the

customers.

Q2. The services / facilities desired by the customers from their respective

branches -

The next question asked to the customers was “ What type of services/facilities

do you expect from the bank . In response to this question the response of the

customers is discussed below:-

S. Other services / facilities No. of Percentage

No. expected from banks respondents
1. Mail transfer services 25 16.6%
2. Enquiry counter services 85 56.66%
3. Computerized services 15 10%
4. ATM facilities 22 14.6%
Any where banking
5. 3 2%
facilities
Total 150 99.86%
 14.60% 2% 16.60%
A
10% B
C
D
= Mail transfer services
E
56.66%
= Enquiry counter services
= Computerized services
= ATM facilities
= Any where banking
facilities

It is observed from the table that most of the respondents (56.66%) (85)

reported that they expect enquiry counter services, ATM facilities (14.66%) (22).

The rest of the customers also expressed expectation of services such as Mail

transfer services (16.6%), computerized services (10%), any where banking

services (2%). Thus it is inferred that a wide range of other facilities / services are

expected by the customers of the bank.

Q3. Variability of satisfaction / happiness of the respondents with the

services rendered by the bank.

The next question asked to the customers was “What is the variability of

satisfaction / happiness of the respondents with the services rendered by the

bank” . The table given below shows the response of customers to this question

S. Variability of satisfaction / No. of Percentage

No. happiness with the services respondents

1. Yes 132 88%
2. No 18 12%
Total 150 100%

12%

Yes
No

88%

As regards satisfaction of the customers with the services rendered by the

branches of the CCB Ltd. Under study 88 % of the respondents (132) opined full
satisfaction with the services rendered by the bank while 12 % (18) expressed

unhappiness about the services rendered by the bank.

However, majority of the respondents expressed happiness with the

services provided by the selected branches of the CCB Ltd., in Jammu city. The

respondents were further asked as to why they are happy with the services

rendered by the bank and they have been asked to specify reasons in support of

their views.

Q4. Reasons for satisfaction / happiness of the respondents by the bank.

The fourth questioner asked to customers through questionnaire was. “If

you are satisfied with the services rendered by the bank, what are the reasons of

satisfaction”. In response to this question first priority was given to personalized

services, then efficient employees after that good system and the last priority was

given to work culture. As shown in table given below..

S. No. Reasons for satisfaction Raw Percentage (%)

 / happiness with the scores
services rendered by
the bank
1. Personalized services 65 43.33
2. Promptness in service 32 21.33
3. Work culture 11 7.33
4. Efficient employees 23 15.3
5. Good systems 19 12.6
150 99.89
Total

13%
A
15% 44% B
C = Personalized services
D
7% = Promptness in service
E
21%
= Work culture

= Efficient employees

= Good systems

5. Plus points of C.C.B Ltd. –

The fifth of questionnaire was – “what are the plus points of the citizen

cooperative bank Ltd., Jammu”. The respondents have been asked to specify the

plus points of the CCB Ltd. Various plus points offered by the respondents are

exhibited in table given below: -

S. No. Plus points of the CCB No. of respondents Percentage
Ltd.
1. Cordial personalized
75 50
services
2. Prompt services 52 34.66
3 Good location of
23 15.33
branches
Total 150 99.99

15%

A
B
50%
C
35% = Cordial personalized
services
= Prompt services

= Good location of
branches

The plus points of the CCB Ltd. As stated by the respondents have been

classified as major, medium and minor plus points. The major plus points of the

bank as stated by the respondents is cordial personalized services (50 %), the

medium plus point made by the respondent in respect of branches of the bank is

prompt services (34.66 %) and the minor plus point is good location of branches

(15.33 %) reported by the respondents from branches of the CCB Ltd. under
study. It is, therefore, inferred that the principal plus points made by the

respondents is cordial personalized services.

As shown in the table, personalized services to customers have been

assigned as the first rank reason for satisfaction with the services rendered by the

branches of the bank. Promptness in services and efficient employees have been

assigned second and third ranks respectively. Further, work culture and, good

systems; have been assigned fourth and fifth ranks respectively, as the reasons for

their satisfaction with the services rendered by the respective branches of the

CCB Ltd. under study in Jammu city.

Q6. Present infrastructures available in the branches are sufficient –

The sixth question asked through questionnaire was – “whether the present

infrastructure available in the branches are sufficient”.

Options No. of Customers %age

Yes 87 58%
No 53 35%
Cant say 10 7%
Total 150 100%
 7%

35% Yes
No
58% Can't Say

In response to this question 87 of customers are in the view that the

present infrastructure is good 53 feel that it is not good and need to be improved

while 10 were not able to answer this question.

Q7. Adoption of new technology for improved services –

The seventh question asked to customers through questionnaire was

“Do you feel that bank should adopt new technology for improvement in

customer service”.

Options No. of Customers %age

Yes 77 51%
No 40 27%
Cant say 33 22%
Total 150 100%
 22%

Yes
No
51% Can't Say
27%

Thus, 77 of customers fell that bank should adopt new technology for
improvement in customer service while 40 were satisfied with the series provided
by the bank at present and 16 of customers were not able to say anything about it.

Q8. Officers in the branches of bank are redressing the complaints properly
or not –
Thus eight question asked to customers through questionnaire

was – “whether the officers in the branches of bank are redressing the complaints

properly”. In response to this question 27 customers said yes the officers are

redressing the complaints properly, 7customers said no they are not redressing

properly while 16 customers were not able to say anything.

Options No. of Customers %age

Yes 127 85%
No 7 4%
 Cant say 16 11%
Total 150 100%

11%
4%
Yes
No
Cant Say
85%

Thus, 85 % of customers were in the favour of saying that the officers in

the branches are redressing the complaints properly, while 15% of customer

includes these who said ‘No’ or ‘can’t say’ about this question.

Q9. Advertisement of changes in rate of interest –

Thus, next question asked to customers, through questionnaire was –

“whether the bank advertises the changes in rate of interest etc in local newspaper

for information”. In response to this question out of a total of 150 customers 141

said yes the bank advertise the changes in rate of interest, 2 customers were not in

favour of this point while 7 were not able to say anything.

 Options No. of Customers %age
Yes 141 94%
No 2 1%
Cant say 7 5%
Total 150 100%

1% 5%

Yes
No
Cant Say

94%

Thus the table depicts that 94 % of customers said that citizen cooperative

bank timely inform about the changes in rate of interest 1 % of customers feel No

and 5% are those which cannot say anything about it.

Q10. Behavior of staff on the counters is customers or not –

 The question asked to customers through questionnaire was –

“whether the behavior of staff on the counters is courteous” In response to this

question, out of a total 150 students, 124 customers feel that the behavior of staff

on the counter is courteous, 5 customers were not satisfied with the behavior

while 21 were not able to say anything.

Options No. of Customers %age

Yes 124 83%
No 5 3%
Cant say 21 14%
Total 150 100%

14%
3%
Yes
No
Cant Say
83%

Thus by reading the above table one can easily depicts that 83 % are
satisfied with the behavior of staff on the counters while, 17 % of customers

includes those, who says ‘No’ and ‘can’t say’.

Q11. Providing required information i.e account statement, pass book,

cheque book etc -

The next question asked through questionnaire was –

“whether bank is providing the required information is account statement, pass

book, cheque book etc in tune”. In response to this question 131 customers said

yes bank is providing the required information 3 customers said No, bank is not

providing while 16 were not able to say anything.

Options No. of Customers %age

Yes 131 87%

No 3 2%
Cant say 16 11%
Total 150 100%

11%
2%

Yes
No
Cant Say

87%
 Thus, from above table one can easily determine that 87% of customers

believes that bank is providing the required information, 2 % customers feel that

bank is not providing the required information while, 11 % were not able to say

anything.

Q12. Granting of loans to its clients expeditiously –

The question asked to customers through questionnaire was – “whether the

bank is granting loans to its clients expeditiously”. In response to this question 87

customers of CCB Ltd viewed that bank is granting loans expeditiously to its

customers 18 customers said No the bank is not providing, while 45 customers

were notable to say anything.

Options No. of Customers %age

Yes 87 58%
No 18 12%
Cant say 50 30%
Total 150 100%
 30%
Yes
No
58% Cant Say
12%

Thus from above table we can determine that 58 % of customers

were satisfied form the bank’s loan facility, 12 % of customers were not satisfied

from the bank’s loan facility while 30 % of customers were not able to say

anything.

Q13. Cheaper charger levied by the bank or not –

The next question asked to employees through questionnaire was- “The charges

levied by the bank for the services rendered are cheaper competitive than other

banks”. In response to this question 96 customers said that the charges levied are

cheaper than other bank 18 customers said No the charges levied by bank are

competitive than other bank. While 36 were not able to answer this question.

Options No. of Customers %age

 Yes 96 64%
No 18 12%
Cant say 36 24%
Total 100%

24%
Yes
No
12% 64% Cant Say

Thus the above table shows that 64 % of customers of CCB Ltd were

satisfied from the charges levied by the bank for charges the services rendered

saying that services rendered saying that they are cheaper, 12 % of customers

were not satisfied from the charges levied by the bank saying that they are

competitive while 24 % were not able to say anything.

Q14. Rate of interest on deposits and advances are competitive or upto the

satisfaction –
The next question asked through questionnaire was – “Rate of interest on

deposit / advances are competitive and upto your satisfaction”. In response to this

question, 117 customers of CCB Ltd feel that rate of interest on deposits are

satisfactory, 21 customers of CCB Ltd feel that rate of interest on deposits are not

satisfactory, while 12 customers were not able to say anything.

Options No. of Customers %age

Yes 117 78%

No 21 14%
Cant say 12 8%
Total 150 100%

8%
14%

Yes
No
Cant Say

78%

Thus, from the above table one can easily depicts that 78 % of customers

are satisfied from rate of interest on deposits, 14 % of customers are not satisfied

while 8 % were not able to say anything.

Q15. Formalities required for opening of accounts or grant of loans are

Genuine or not -

The next question asked to customers through questionnaire was –

“whether the formalities required for opening of accounts or grant of loans

demanded by bank are genuine”. In response to this question 144 customers said

the formalities required for opening of accounts or grant of loans demanded by

bank are genuine, 3 customers were not satisfied with the formalities while 3

customers were not able to say anything.

Options No. of Customers %age

Yes 144 96%

No 3 2%
Cant say 3 2%
Total 150 100%
 2%
2%
Yes
No
Cant Say
96%

Thus from above table one can determine that 96% of customers were

comfortable with the formalities required for opening of accounts or grants of

loans 2 % of customers were not happy with the formalities required while 2 %

were not able to say anything.

 It is high time the CCB Ltd., considered developing profitable
business in new areas. To take opportunities in the competitive economy, the
CCB Ltd., has to assimilate modern management practices and adopt information
technology and cost effective measures while maintaining high standards in
product quality. The success of bank depends on the loyalty of the members
based on commercial the benefits accruing to them, and harmonious relationship
between the members and the elected leaders. The major challenge for bank
today is their capacity to integrate with their national and global counterparts
without sacrificing the own cultural ethos.

Corporate governance has a cervical and vital role to play

in the endeavor. As the spectrum of cooperative banks is very wide, this bank
should strive for overall economic development of the common man. With the
new liberal economic policy of the central Govt. and reserve bank of India, the
cooperative banks have entered into a competitive set up and they have to
compete on their own strengths. The future of the cooperative banks depends
upon their capability to provide better services in terms of variety, quality and
cost. The cooperative banks services in terms of variety, quality and cost. The
cooperative banks have to realize the implication of market economy and adjust
accordingly. However, the CCB Ltd., will have to equip itself to meet the
challenges of tomorrow’s banking. With the committed performance, leadership,
professionalisation of management, knowledge, skill, adoption of new
technology and positive attitudes of employees of the bank, these member driver
organizations have a bright future.
 Since the CCB Ltd., is now operating in a more competitive
environment the need for them to take care of customer’s requirements has
become more urgent. Winning over the customer loyalty should be the guiding
philosophy of the CCB Ltd. The bank must take better care of their clients and
thus should improve their image and customer satisfaction, and in the process not
lose sight of profits. Customers should be made aware not only of the various
schemes land services offered by the bank, but also about the formalities,
procedures, legal requirements and limitation in the matter of providing services
by the bank, through a proper mix of advertisement, literature, interfaces,
seminars, customer meeting etc. the bank should involve their employees in all
customer education programmes. Time norms for specified business transaction
should be displayed prominently in the banking hall, so that it attracts the
customers attention as well as that of the employees for adherence. The CCB Ltd.
must explore the market and look more closely at customers expectations and
demands, it they have to succeed in the competitive, and changed globalised
economic environment.

The future of the bank depends upon their capability to

provide better services in terms of variety, quality and cost. It is a matter of great
satisfaction for the bank that the vast majority of rural and urban middle class
people and the poor regard the CCB Ltd. , as their own bank and like to associate
with them, if they can provide the optimum economic benefits. Given sincerity of
approach, sound management and good customer service, there is a tremendous
scope of bank to grow in the liberalized economy, not with standing the
competition that is emerging in the changed economic scenario. In nut shell the
employees of the bank must bear in mind the below noted saying of Mahatma
Gandhi:-

“A customer is most important person an our premises. He is

not depended on him. He is not interruption in our work. He is
purpose of it. We are not doing him any favor by serving him. He
is doing us a favour by giving an opportunity to us”.
1. one of the factor that do not satisfy customers of C.C.B is providing of new
facilities which were earlier not providing i.e. ATM facility, Any where
banking facility , Computerized facilities . To satisfy the customers C.C.B
must update with the new facilities which are provided by other
competitors banks

2. Customers should be made aware not only of the various schemes &
services offered by the bank but also about the formalities, procedures,
legal requirements.

3. The C.C.B must explore the market & look more closely at the customers
attention as well as that of employees for adherence.
 QUESTIONNAIRES

Please tick the correct choice applicable to you.

Q1. Marital Status

Married Unmarried

Q2. Sex
Male Female

Q3. Age
Less than 20 20-35 35-50 Above 50

Q4. Qualification
Under graduate Post Graduate

Graduate Others

Q5. What type of Service facilities Availed ?

Fixed Deposit facility.

Recurring Deposit facility

Demand Draft facility.

Locker facilityLoan facility.

Q6. What type of service/facilities do you expect from Bank beside above?
Computerized

ATM Transfer

Mail Transfer

Enquiry Counter Service

Any where banking facility.

Q7. Are you satisfied with the services rendered by the bank.
Yes No

Q8. If you are satisfied with the services rendered by the Bank, what are the
reasons of satisfaction?
Personalized Services

Promptness in Services

Work Cultures

Efficient Employees

Good System

Q9. What are the plus points of Citizen’s Co-Operative Bank Ltd. Jammu?
Cordial Personalized Services
Prompt Services
Good location of Branches.
Q10. Whether the present infrastructure available in the branches are sufficient?
Yes No Can’t Say

Q11. Do you feel the Bank should adopt new technology for improvement in
customer service?
Yes No Can’t Say

Q12. Whether the Officers in the branches of bank are redressing the complaints
properly?
Yes No Can’t Say

Q13. Whether the bank advertise the changes in rate of interest etc. in local
newspaper for information?.
Yes No Can’t Say

Q14. Whether the Behaviour of staff on the counters in courteous?

Yes No Can’t Say

Q15. Whether bank is providing the required information i.e. account statement,
passbook, cheque book etc in time?
Yes No Can’t Say
]Q16. Whether the bank is granting loans to its clients expeditiously?
Yes No Can’t Say

Q17. The charges levied by the bank for the services rendered are
cheaper/competitive than other banks.
Yes No Can’t Say

Q18. Rate of Interest on deposit/ advances are competitive and upto your
satisfaction?
Yes No Can’t Say

Q19. Whether formalities required opening of accounts or grant of loans

demanded by bank are genuine.
Yes No Can’t Say
S.NO Name of The Book Author

1. Marketing Management Philip Kotler

2. Marketing management Dr. C.N.Sontakki

3. Modern Marketing R.S.N.Pillai

(Prnciples & Practices) Bagavathi

4. Principles of Marketing S.P.Bansal