STUDY THE SATISFACTION & BANKS VS.

PRIVATE SECTOR

PREFERANCE BANKS IN

OF CUSTOMERS TOWARDS PUBLIC SECTOR LUDHIANA

SUBMITTED TO:-Mr. Gautam Bansal

Prepared By: - Amit Kumar Roll No. 1101106 MBA 1 B

Punjab College of Technical Education Ludhiana

PREFACE

Research work consist the backbone of any management education program. A management graduate (Pursuing) has to do the research work quite frequently during the entire life span. The idea of this research has been conceived as a research methodology in 2nd semester of full time programmed at Punjab College of Technical Education, Ludhiana.

This Research satisfaction &preference of customers toward public banks vis--vis pivate sector bank in Ludhiana has been done to know public opinion regarding satisfaction level of consumer to know the experience of consumer with the present public bank and private banks.

Required information has taken with utmost sincerity & honesty. I will be extremely satisfied if the effort is appreciated.

Table and contains

Contain Introduction List of Tables & Figures Title and objectives Research and Methodology Limitation of the study Analysis and interpretation Conclusion Bibliography Page No. 4 - 21 28 -37 22 23 - 25 26 27 - 38 39 40

Introduction of banks

(1) A bank is a business which provides financial services, usually for profit. A commercial bank accepts deposits from customers and in turn makes loans based on those deposits. Traditional banking services include receiving deposits of money, lending money and processing transactions. Some banks (called

Banks of issue) issue banknotes as legal tender. Many banks offer ancillary financial services to make additional profit; for example: selling insurance products, investment products or stock broking. Currently in most jurisdictions commercial banks are regulated and require permission to operate. Operational authority is granted by bank regulatory authorities and provide rights to conduct the most fundamental banking services such as accepting deposits and making loans. A commercial bank is usually defined as an institution that both accepts deposits and makes loans; there are also financial institutions that provide selected banking services without meeting the legal definition of a bank (see banking institutions). Banks have a long history, and have influenced economies and politics for centuries. In history, the primary purpose of a bank was to provide liquidity to trading companies. Banks advanced funds to allow businesses to purchase inventory, and collected those funds back with interest when the goods were sold. For centuries, the banking industry only dealt with businesses, not consumers. Commercial lending today is a very intense activity, with banks carefully analysing the financial condition of its business clients to determine the level of risk in each loan transaction. Banking services have expanded to include services directed at individuals and risk in these much smaller transactions is pooled. A bank generates a profit from the differential between what level of interest it pays for deposits and other sources of funds, and what level of interest it charges in its lending activities. This difference is referred to as the spread between the cost of funds and the loan interest rate. Historically, profitability from lending activities has been cyclic and dependent on the needs and strengths of loan customers. In recent history, investors have demanded a more stable revenue stream and banks have therefore placed more emphasis on transaction fees, primarily loan fees but also including service charges on array of deposit

activities and ancillary services (international banking, foreign exchange, insurance, investments, wire transfers, etc.). However, lending activities still provide the bulk of a commercial bank's income. (1)A Banking in India originated in the first decade of 18th century with

The General Bank of India coming into existence in 1786. This was followed by Bank of Hindustan. Both these banks are now defunct. The oldest bank in existence in India is the State Bank of India being established as "The Bank of Bengal" in Calcutta in June 1806. A couple of decades later, foreign banks like Credit Lyonnais started their Calcutta operations in the 1850s. At that point of time, Calcutta was the most active trading port, mainly due to the trade of the British Empire, and due to which banking activity took roots there and prospered. The first fully Indian owned bank was the Allahabad Bank, which was established in 1865. By the 1900s, the market expanded with the establishment of banks such as Punjab National Bank, in 1895 in Lahore and Bank of India, in 1906, in Mumbai both of which were founded under private ownership. The Reserve Bank of India formally took on the responsibility of regulating the Indian banking sector from 1935. After India's independence in 1947, the Reserve Bank was nationalized and given broader powers.

(2) Nationalization
The next significant milestone in Indian Banking occurred on July 19, 1969 when the then Indira Gandhi government nationalized the 14 largest commercial banks. A second nationalization of 6 more commercial banks followed in 1980.

The stated reason for the nationalisation was to give the government more control of credit delivery. After this, until the 1990s, the nationalised banks grew at a leisurely pace of around 4%, closer to the average growth rate of the Indian economy.

(3) Liberalization
In the early 1990s the then Narasimha Rao government embarked on a policy of liberalisation and gave licences to a small number of private banks, which came to be known as New Generation tech-savvy banks, which included banks such as UTI Bank (the first of such new generation banks to be set up), ICICI Bank and HDFC Bank. This move, along with the rapid growth in the economy of India, kickstarted the banking sector in India, which has seen rapid growth with strong contribution from all the three sectors of banks, namely, government banks, private banks and foreign banks. The next stage for the Indian banking has been setup with the proposed relaxation in the norms for Foreign Direct Investment, where all Foreign Investors in banks may be given voting rights which could exceed the present cap of 10%,at present it has gone up to 49% with some restrictions.

Current scenario

(4) Public Sector Banks

(4) A SBI group: State Bank of India, with its seven associate banks commands the largest banking resources in India. SBI and its associate banks are: State Bank of India State Bank of Bikaner & Jaipur State Bank of Hyderabad State Bank of Indore State Bank of Mysore State Bank of Patiala State Bank of Saurashtra State Bank of Travancore

After the amalgamation of New Bank of India with Punjab National Bank, currently there are 19 nationalised banks in India: Allahabad Bank Andhra Bank Bank of Baroda Bank of India Bank of Maharashtra Canara Bank Central Bank of India Corporation Bank Dena Bank Indian Bank Indian Overseas Bank Oriental Bank of Commerce Punjab & Sind Bank Punjab National Bank Syndicate Bank Union Bank of India United Bank of India UCO Bank Vijaya Bank

(4) B

PRIVATE Banks
City Union Bank

Centurion Bank of Punjab

Dhanalakshmi Bank Federal Bank Ganesh Bank of Kurundwad HDFC Bank ICICI Bank IDBI Bank IndusInd Bank ING Vysya Bank Jammu & Kashmir Bank Karnataka Bank Ltd. Kotak Mahindra Bank Lakshmi Vilas Bank Lord Krishna Bank And other private Banks.

10

Brief history of banks on which research has done

(5) State Bank of India

(5)A

State Bank of India (SBI) is the largest bank in India. It is also, measured

by the number of branch offices and employees, the largest bank in the world. Established in 1806 as Bank of Bengal, it remains the oldest commercial bank in the Indian Subcontinent and also the most successful one providing various domestic, international and NRI products and services, through its vast network

11

in India and overseasIts revenue is aroun $17 Bilion doller and its headquarte is in Mumbai

Punjab National Bank

(5)B Punjab National Bank (PNB), established in 1895 in Lahore by Lala Lajpat Rai, is the second largest public sector commercial bank in India with about 4500 branches and offices throughout the country. The Government of India nationalized the bank, along with 13 other major commercial banks of India, on July 19, 1969.Its revenue is around Delhi. $2.5 Billionand head quarter is in New

Alahabad Bank
(5)C Allahabad Bank is the oldest public sector bank in India, having begun operations in 1865. Its head-quarters are now in Kolkata.On 19th July, 1969 the Government of India nationalized the bank, along with 13 other commercial banks.Currently the bank has 44 regional and totally 1,934 branches.

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Punjab & Sind Bank

(5)D Punjab & Sind Bank is a major bank in Northern India. Of its almost

900 branches and offices spread throughout India, almost 400 are in Punjab state, though the bank's corporate headquarters is in New Delhi. In 1980 Punjab & Sind Bank was among six banks that the Government of India nationalized in the second wave of nationalizations. At some point in the 1960s Punjab & Sind Bank established a branch in London. In 1991 Bank of Baroda acquired Punjab & Sind Bank's London branch.

IDBI Bank
(5)E The Industrial Development Bank of India (IDBI) was established on July 1, 1964 under an Act of Parliament as a wholly owned subsidiary of the Reserve Bank of India. In February 1976, the ownership of IDBI was transferred to the Government of India and it was made the principal financial institution for coordinating the activities of institutions engaged in financing, promoting and developing industry in the country. Although Government shareholding in the Bank came down below 100% following IDBIs public issue in July 1995, the former continues to be the major shareholder (current shareholding: 58.47%).

ICICI Bank

13

(5)F

ICICI Bank (formerly Industrial Credit and Investment Corporation

of India) is India's largest private sector bank and second largest overall. ICICI Bank has total assets of about USD 56 Billion (end-Mar 2006), a network of over 619 branches and offices, and about 2400 ATMs. ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialised subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital and asset management. ICICI Bank's equity shares are listed in India on stock exchanges at Kolkata and Vadodara, the Stock Exchange, Mumbai and the National Stock Exchange of India Limited and its ADRs are listed on the New York Stock Exchange (NYSE). During the year 2005 ICICI bank was involved as a defendant in cases of alleged criminal practices in its debt collection operations and alleged fraudulent tactics to sell its products. ICICI was established by the Government of India in the 1960s as a Financial Institution (FI, other such institutions were IDBI and SIDBI) with the objective to finance large industrial projects. ICICI was not a bank - it could not take retail deposits; and nor was it required to comply with Indian banking requirements for liquid reserves. ICICI borrowed funds from many multilateral agencies (such as the World Bank), often at concessional rates. These funds were deployed in large corporate loans. All this changed in 1990s. ICICI founded a separate legal entity - ICICI Bank which undertook normal banking operations - taking deposits, credit cards, car loans etc. The experiment was so successful that ICICI merged into ICICI Bank ("reverse merger") in 2002.

14

HDFC Bank
(5)G HDFC Bank is one amongst the firsts of the new generation, tech-savvy commercial banks of India, was set up in August 1994 after the Reserve Bank of India allowed setting up of Banks in the private sector. The Bank was promoted by the Housing Development Finance Corporation Limited, a premier housing finance company (set up in 1977) of India. Net Profit for the year ended March 31, 2006 was up 30.8% to Rs 870.8 crores Currently (2007), HDFC Bank has 583 branches located in 263 cities of India, and all branches of the bank are linked on an online real-time basis. The bank offers many innovative products & services to individuals, corporates, trusts, governnments, partnerships, financial institutions, mutual funds and insurance companies. The bank also has over 1471 ATMs. In the next few months the number of branches and ATMs should go up substantially.

UTI Bank
(5)H UTI Bank was the first of the new private banks to have begun

operations in 1994, after the Government of India allowed new private banks to be established. The Bank was promoted jointly by the Administrator of the

15

Specified Undertaking of the Unit Trust of India (UTI-I), Life Insurance Corporation of India (LIC), General Insurance Corporation Ltd., National Insurance Company Ltd., The New India Assurance Company, The Oriental Insurance Corporation and United Insurance Company Ltd.. UTI-I holds a special position in the Indian capital markets and has promoted many leading financial institutions in the country.P J Nayak is its Chairman and Managing Director. As on the year ended March 31, 2006 the Bank had a networth of Rs. 2872.19 crores with the public holding (other than promoters) at 56.65%. Net Profit for the year was up 44.98% to Rs 485.08 crores.At the end of February 2007, UTI Bank had 510 branches and extension counters and 2229 ATMs covering 262 centres of India. All branches of the bank are linked via a core banking solution on a realtime basis. It was the first bank in India to adopt Finacle as a core banking software. The bank continuously leverages information technology to provide value-added products and services as well as multiple-delivery channels to customers allowing them easy, real-time and on-line access for all types of transactions in a cost-effective manner. The ATM network as of now (2006), is the third largest in India. The bank opened its first overseas branch in Singapore in April 2006.

(6) Product and services of the Banks

(6)A Current Accounts:-

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This is an account where we can Deposit - Put money in to a bank and Withdraw - take money out. There are various ways to deposit money Depositing cash in coins and notes at a branch wiring from abroad Sending a cheque in the post Paying money in electronically. A current account is an account for day-to-day use. Two or more people can set up a current account together and call it a joint account. It works like a current account except each person has a cheque-book and card.

Types of Current Accounts

(a) M Power Current Account

Introducing M Power Current Account - the no minimum balance current account from DCB that saves you the hassle of maintaining the average quarterly balance. You earn interest in your account through our auto sweep facility. Simply pay a small annual fee and enjoy a host of free* benefits and services such as Auto sweep out / in facility, Personalised payable at par cheque book, Any Branch Banking, Unlimited transactions, Demand Drafts / Pay orders, International Debit Card, Internet Banking, Phone Banking, Mobile Banking, Electronic Funds Transfer, Statement of account by e-mail, Utility Bill Payments and a host of other services. M Power current account brings you a world of banking privileges to provide you ease of transactions and helps you manage your money more effectively. Maintaining your current account has never been so easier and rewarding.

17

(b)Classic Current Account

Maintain an average quarterly balance of just Rs. 5000/- and enjoy a host of facilities and benefits offered by us like International Debit Card, Electronic Funds Transfer, Any Branch Banking that enables you to access your bank account from any of our branches across the country.

(c) Premium Current Account

With our Premium Current account forget the hassles of making Demand Drafts for outstation Payments, just issue a payable at par cheque that comes to you FREE of charge and save on Demand Draft charges. Avail of FREE International Debit Card, FREE Payorders /Demand Drafts /Any Branch Banking facility upto 75 lacs per month, FREE Cash Pick Up* upto 2 lacs per day, FREE Electronic Funds Transfer up to 5 crores per month and lots of other benefits.

(d) Excel Current Account

With Excel Current enjoy a host of facilities absolutely FREE of charge. FREE International Debit Card, Pay Orders, Payable At Par chequebook, FREE Demand Drafts/Any Branch Banking Facility upto 1.50 crores per month, FREE Electronic Funds Transfer upto 10 crores per month, FREE Cash Pick Up* upto 3 lacs per day, FREE outstation cheque collection*.

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(e)Privilege Current Account

With Current Privilege enjoy a host of facilities absolutely FREE. FREE international debit card, Pay Orders, Payable At Par cheque book, FREE outstation cheque collection*, FREE demand drafts/Any Branch Banking Facility upto 5 crores per month, FREE Electronic Funds Transfer upto 20 crores per month, FREE Cash Pick Up* upto 10 lacs per day and many other freebies.

II

ATM/Debit Card:

The plastic card used in an ATM for deposits, cash withdrawals, account transfers and other related functions. A PIN must be entered to withdraw cash and access account functions. An ATM card may also be used to make a debit purchase if the merchant has a PIN pad to accept the key entry.

III

Demat account

Demat refers to a dematerialized account. Just as you have to open an account with a bank if you want to save your money, make cheque payments etc, you need to open a demat account if you want to buy or sell stocks. So it is just like a bank account where actual money is replaced by shares. You have to approach the DPs (remember, they are like bank branches), to open your demat account. Let's say your portfolio of

19

shares looks like this: 40 of Infosys, 25 of Wipro, 45 of HLL and 100 of ACC. All these will show in your demat account. So you don't have to possess any physical certificates showing that you own these shares. They are all held electronically in your account.

As you buy and sell the shares, they are adjusted in your account. Just like a bank passbook or statement, the DP will provide you with periodic statements of holdings and transactions.

The

demat

account

reduces

brokerage

charges,

makes

pledging/hypothecation of shares easier, enables quick ownership of securities on settlement resulting in increased liquidity, avoids confusion in the ownership title of securities, and provides easy receipt of public issue allotments

IV

Electronic fund transfer

EFT (Electronic Fund Transfer) is the new facility provided to the Exporters for submitting the licence fee through the Internet without visiting the Bank for the payment. This procedure is being proposed to facilitate payments through electronic means. The facility shall be available only for electronically filed applications. This Electronic payment facility is applicable for deposit of application fees in case of all licensing schemes (For which Electronic Filing of application facility is

20

available).However

Electronic

Payment

facility

is

mandatory

for

DEPB,DES,EPCG and DFIA Licensing Schemes. Payment can be made only by logging on valid unique ID and password provided to the exporter by the Bank. The transaction is carried out in secured environment through Banks gateway specially created for the purpose.

Investment advisory

All of us have dreams. You may want to buy a house or a car, or provide for your children's education or even for contingencies. These dreams need to be translated into financial goals. And it doesn't matter whether you are just starting out, well on the way in your career, looking forward to retirement or already enjoying retirement, you will need to do some careful planning for your future. An investment plan is a summary of your financial goals, and the strategies you need to use to achieve those goals. You may want to achieve some goals in the next year, some five years from now.

Title & Objectives

Title

21

STUDY THE SATISFACTION & PREFERANCE OF CUSTUMERS TOWARDS PUBLIC SECTOR BANKS VS. PRIVATE SECTOR BANKS IN INDIA

OBJECTIVES:-

1. To study the factors which influence choice of a bank availing

services. 2. To study the satisfaction level of consumers from their existing banks. 3. To study the problem faced by consumers

RSERCH METHODOLOGY

22

This research has done in different phases:1st Phase: - Study of various aspect of Banking was done by going through magazine, Journals, Newspapers and Websites and relevant material was collected.

2nd Phase: - In the second phase questionnaire was developed keeping in view the objectives of the project work in hand.

3rd Phase: - This third phase was of survey, which include interaction wit consumers to collect the required information from them; for that I took 100 people as a respondent.

4th Phase: - In the forth phase the collected data was tabulated analyzed, interpreted and conclusion was drawn.

DATA COLLECTION
Data has collected by using two methods. (1) Primary data

23

(2) Secondary data

(1) Primary data: - These data are the fresh data. Which are not in existing, generally these data are collected from the market or department of the company. New data collected for research purposes are also known as primary data. I have collected primary data from the market. For primary data I took 100 people as the respondent, for that I select these areas Baddowal, Ansal plaza, Ghumar mandi, Mal road, Chaura bazar. I choose these areas for respondent because at that are people from every part of Ludhiana come for shopping.

(2) Secondary data: - Secondary data are those data which are already in existing. These types of data can collect from Biographies - subjective interpretation involved Letters - reveal interactions Newspapers - public interest & opinion Handbooks, Policy Statements, Planning Documents, Reports, Historical & Official Documents From Journals, Newspapers, Magazine, Previous research reports etc. For my research topic I collect secondary data from Magazine Previous research, books and websites.

UNIVERSE:-In the case of universe is all the people having one or more Bank account/ accounts in one or more banks.

24

POPULATION:- Population is all the people have one or more Bank accounts in one or more Banks in Ludhiana.

SAMPLING UNIT: - Sampling unit is one consumer who has been surveyed having one or more banks.

SAMPLE SIZE: - Sample size is 100 people who have been taken part of the survey

SAMPLE TECHNIQUES:-Sample technique used in convenience sampling

LIMITATION OF THE STUDY

Like all other study, this study has also its limitations. Although all possible steps were taken to overcome most of limitations, but the following were beyond control and hence played their part in the conduct of the study:-

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The study is carried out on the customers belonging to various part of

society who are human beings. Human beings have tendency to behave artificially when they know that they are banging observed. So the customer one responds start behaving artificially when they know that their attitude opinions believes etc. are being studied. This aspect of human behaviors distorts the research result.

The Questionnaire might certain un detectable errors and limitations which

also affect the study, since no pre test was done, before the circulation of the questionnaire.

appropriate.

The sample size taken is small and not be sufficient to predict the result

with 100% accuracy. For a study like this one a still bigger sample size would have been

The scope of study is limited to some part of Ludhiana only because of the

limited time and financial resources. So the result of the study may not be generalized for Indian Bank as a whole

26

Analysis and interpretation

(1)

Do you have a Bank account?

Yes

No

27

100

120 100 80 60 40 20 0 Yes N o

Every person has a Bank account.

(2) Which Bank account you have? State Bank Of India Punjab National Bank Allahabad Bank Punjab & Sindh Bank IDBI 24 15 6 8 9

28

ICICI HDFC UTI Other..

18 12 8

UI T HF DC I I I CC I B DI P n b&S d B n u ja in h a k A h b dB n lla a a a k P B N S I B 0
Customers of public sector banks have more accounts

1 0

2 0

3 0

(3) Which sector banks do you prefer?

Private

Public

29

47

53

54 52 50 48 46 44 P rivate P ublic

Respondents are more interested in public sector bank than private sector banks

(4) Factor which influences your bank choice (Public banks)

Personal contact Working hours

8 5

30

Goodwill Fast & difference service More branches

8 8 24

30 25 20 15 10 5 0 Personal contact Working hours Goodwill Fast & difference service More branches

In public banks costumer are influenced by more branches Factor which influences your bank choice (Private Banks)

Personal contact Working hours

5 5

31

Goodwill Fast & difference service More branches

6 22 9

25 20 15 10 5 0 Personal contact Working hours Goodwill Fast & difference service More branches

In private sector banks customer are more influenced by fast and different services (5) Please tick the services availed by you.

ATM/Debit card Demate Internet/ Mobile Banking Insurance Electronic fund transfer

Public sector Banks 49 3 16 2 4

Private sector Banks 42 12 19 4 11

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Foreign fund transfer Housing loan Investment advisory

1 17 1

4 16 1

60 50 40 30 20 10 0 Insurance Internet/Mobile Banking Electronic fund transfer ATM/Debit card Demate

Public sector banks Private sector Banks

In both type of sector banks more customer are availing ATM facility

(6) Rate the various services being provided by Bank

Sector Private Sector Banks Public Sector Banks

Mean 2.85 2.65

Housing loan

Foregin fund transfer

Investment advisory

33

Mean 2.9 2.8 2.7 2.6 2.5 Private sector Banks Public sector Banks

In Private sector banks customer rate services between very good & good, same situation is in public sector banks.

(7) How you rate overall performance of a bank? Very good

22

Good Fair
20 5

Sector
Public Banks Private Banks sector

Excellent
6 sector 4

Poo r
0

18

21

34

25 20 15 10 5 0 Excellent Very good Poor Fair

Public sector Banks Private sector Banks

In public sector banks Customer rate overall performance very good and in private sector Banks, it ranks as good.

(8) What type of problems you face with your bank?

Good
ATM Facility 7

Sector
Public Banks sector

Working Hour

Behavior employees
35

of Transfer money
5

of

Private Banks

sector 9 8 16 14

35

Behavior of

employees

Transfer of

Working

Facility

40 35 30 25 20 15 10 5 0

Public sector Banks Private sector Banks ATM money

NO
1

In both sector banks customer are facing employees behavior problem.

(9) Will you recommend your friends and relatives to open an account with this bank?

hour

Sector Public sector Banks 52

Yes

Private sector Banks

47

36

60 50 40 30 20 10 0 Yes NO Public sector Banks Private sector Banks

One customer told that he will not recommend his friends to open an account in his Bank

(10) Any suggestion for the Bank.

i. Employees behavior should improve ii. More branches should open in private sector banks

37

iii. ATM facility in public banks should improve iv. Working hour of public banks should improve

Conclusion
Banking sector is growing day-by-day in India. Public sector Banks and private sector Banks both are growing very rapidly. People are now coming very close to private banks, now they are changing view about the public sector banks .They are changing their thinking. This research shows that choice of private banks are now playing a vital role and shows that in future people will prefer private banks than public sectors banks. In this

38

research people are still preferring public sector banks and their services, but there is not a big gap between private sectors banks and public sector banks. Satisfaction level of public sector banks is better than private sector banks. Still customers are facing some problems like customer behavior and scarcity of branches in private sector banks. People are influenced byfast and different services in private sector banks and in public sector banks customers are influenced by more branches and goodwill. So we can say that future of both type of banks are broad. Customer are satisfied with both type of banks. Service availed by customers is markable.

Bibliography

Gordan Indian Banking 2004, Himalaya publication house, page no.41-42, 276, 379-382, 501-511. Goyal General knowledge 2007, Arihant publication (India) PVT LTD., Page no. 133-135 WWW.Indianbank.com http://www.icicibank.com/ http://www.hdfcbank.com/personal/default.htm http://en.wikipedia.org/wiki/IDBI_Bank http://en.wikipedia.org/wiki/UTI_Bank

39

http://www.onlinesbi.com/ http://www.pnbindia.com/

QUESTIONNAIRE

(1) Do you have a Bank account? Yes ( ) NO ( )

(2) Which type of account you have?

40

Name of the Bank Name State Bank Of India Punjab National Bank Allahabad Bank Punjab & Sindh Bank IDBI ICICI HDFC UTI Other.. Saving

Types Current Demate Salary

(3) Which sector bank do you prefer more? Private sector ( ) Public sector ( )

(4) Please tick the factor which influences your bank choice. (a) Personal contact (c) Goodwill (e) More branches (b) Working hower (d) Fast & difference service

41

(5) Please tick the services availed by you.

(a) ATM/Debit card (c)Internet/Mobile banking (e)Electronic fund transfer (g) Housing lone

(b) Demate (d) Insurance (f) Foreign fund transfer (h) Investment advisory

(6) Rate the various services being provided by Bank.

Service Speedy Transaction Clearing of cheques Any where banking ATM facility One counter service Working hour of bank

Excellent (4)

Very good (3)

Good (2)

Fair (1)

Poor (0)

(7) How you rate overall performance of a bank?

42

(a) Excellent (c) Good (e) Poor

(b) Very good (d) Fair

(8) What type of problems you face with your bank? (a) Working hour (c) Behavior of employees (b) ATM facility (d) Transfer of money

(9) Will you recommend your friends and relatives to open an account with this bank? Yes ( ) No ( )

(10) Any suggestion for the Bank

Name Occupation Address

.. .

43