Comparative Study of Customer Satisfaction Towards Services Provided by Private and Public Sector Bank
Comparative Study of Customer Satisfaction Towards Services Provided by Private and Public Sector Bank
Comparative Study of Customer Satisfaction Towards Services Provided by Private and Public Sector Bank
ON
I also declare that this project has not been submitted to any
other institutions or university.
ANUJ SINGH
ACKNOWLEDGMENT
ANUJ SINGH
MBA Gen IVth Sem
Roll No. : 2409011065
MJP ROHILKHAND UNIVERSITY
INTRODUCTION
The world of banking has assumed a new dimension at dawn of the 21 st century with the
advent of tech banking, thereby lending the industry a stamp of universality. In general,
banking may be classified as retail and corporate banking. Retail banking, which is designed
to meet the requirement of individual customers and encourage their savings, includes
payment of utility bills, consumer loans, credit cards, checking account and the like.
Corporate banking, on the other hand, caters to the need of corporate customers like bills
Metamorphic changes took place in the Indian financial system during the eighties and
government. India began shaping up its economy and earmarked ambitious plan for economic
growth. Consequently, a sea change in money and capital markets took place. Application of
marketing concept in the banking sector was introduced to enhance the customer satisfaction
banking sector and introduction of financial services. Consequently, services such as Demat,
Internet banking, Portfolio Management, Venture capital, etc, came into existence to cater to
the needs of public. An important agenda for every banker today is greater operational
efficiency and customer satisfaction. The mew watchword for the bank is pretty ambitious:
customer delight.
The introduction to the marketing concept to banking sectors can be traced back to American
Banking Association Conference of 1958. Banks marketing can be defined as the part of
management activity, which seems to direct the flow of banking services profitability to the
customers. The marketing concept basically requires that there should be thorough
understanding of customer need and to learn about market it operates in. Further the market is
“An establishment for the custody of money, which it pays out, on a customer’s
order.”
According to Whitehead,
“ A Bank is defined as an institution which collects surplus funds from the public,
safeguards them, and makes them available to the true owner when required and also lends
sums be their true owners to those who are in need of funds and can provide security.”
Banking Company in India has been defined in the Banking Companies act 1949,
“One which transacts the business of banking which means the accepting, for the
purpose of lending or investment of the deposits of money from the public, repayable on
important channel of collecting small savings form the households and lending it to the
corporate sector.
The Indian banking system has Reserve Bank of India (RBI) as the apex body for all matters
relating to the banking system. It is the central Bank of India. It is also known as the Banker
Ancient banking system of India constituted of indigenous bankers. They have been carrying
on their age-old banking operations in different parts of the country under different names.
The modern age of banking constitutes the fundamental basis of economic growth. The term
Bank is being used since long time but there is no clear conception regarding its beginning.
According to the viewpoint, in good old days. Italian money leaders were known as
“Banchi” because they kept a special type of table to transact their business.
IMPORTANCE OF BANKS
Today banks have become a part and parcel of Kotak Bank's life. There was a time when
dwellers of the city alone could enjoy their services. Now banks offer access to even a
common man and their activities extend to areas hitherto untouched. Banks cater to the needs
of agriculturalists, industrialists, traders and to all the other sections of the society. In modern
age, the banking constitutes the fundamental basis of economic growth. Thus, they accelerate
the economic growth of a country and steer the wheels of the economy towards its goals of
“self reliance in all fields”. It naturally arouses Kotak Bank's interest in knowing more about
the ‘Bank’ and the various men and the activities connected with it.
Banking in India has its origin as early as the Vedic period. It was believed that transition
from money lending to banking must have occurred even before Manu, The great Hindu
Jurist, who has devoted a section of his work to deposit advance and laid down rules relating
to rates of interest. During the Mogul period, the indigeneousBankers played a very important
role in lending money financing foreign trade and commerce. During the days of East India
Company, it was turn over the agency houses to carry on the business. “The General Bank of
India” was the first to join sector in the year 1786.The others that followed were the Bank of
Hindustan and the Bengal bank. The bank of Hindustan is reported to have continued till
In the first half of the 19th century the East India Company established three banks:
These three banks are also known as Presidency Banks were independent units and
functioned well. These three banks were amalgamated in 1920 and Imperial Bank of India
was established on 27th january1921, which started as private shareholders banks, mostly
Europeans shareholders, with the passing of time Imperial bank was taken over by the newly
constituted State bank of India act in1955.In 1865 Allahabad Bank was established and first
time exclusively by Indians, Punjab National Bank Ltd. was set up in 1894 with headquarters
at Lahore. Between 1906 and 1913, Bank of India, Central Bank of India, Bank of Baroda,
Canara Bank, Indian Bank, and Bank of Mysore were set up. Reserve Bank of India came in
1935. On July, 1969, 14 major banks of India were nationalized and on 15th April, 1980 six
more commercial private banks were also taken over by the government.
important channel of collecting small savings from the households and lending it to the
corporate sector. The Indian banking system has The Reserve Bank of India (RBI) as the
apex body from all matters relating to the banking system. It is the “Central Bank” of India
Functions of RBI:
Exchange control.
Development activities.
CLASSIFICATION OF BANKS
Public sector banks are those banks that are owned by the government. The government owns
these banks. In India 20 banks were nationalized in 1969 and 1980 respectively. Social
These banks are those banks that are owned and run by private sector. An individual has
control over these banks in proportion to the shares of the banks held by him.
CO-OPERATIVE BANKS
These are those banks that are jointly run by a group of individuals. Each individual has an
equal share in these banks. Its shareholders manage the affairs of the bank.
SCHEDULED BANK
Schedule banks are the banks, which are included in the second schedule of the banking
1. Must have paid-up capital and reserve of not less than Rs500, 000.
2. Must also satisfy the RBI that its affairs are not conducted in a manner
b) Commercial banks
NON-SCHEDULED BANKS
Non -schedule banks are the banks, which are not included in the second schedule of the
banking regulation act 1965. It means they do not satisfy the conditions lay down by that
schedule. These are the banks having paid up capital, less than Rs.5Lakhs. They are further
classified as follows:-
B. Commercial banks
According to Function
COMMERCIAL BANKS
These are the banks that do banking business to earn profit. These banks make loans for short
to business and in the process create money. Credit creation is the main function of these
banks.
FOREIGN BANKS
These are those banks that are incorporated by foreign company. They have set up their
branches in India. These banks have their head offices in foreign countries. Their principle
function is to make credit arrangement or the export and the import of the country and these
INDUSTRIAL BANKS
Industrial banks are those banks that offer long term and medium term loan to the industries
and also work for their development. These banks help industries in sale of their shares,
debentures and bonds. They give loan to the industries for the purchase of land and
machinery.
AGRICULTURAL BANKS
Agricultural banks are those banks that give credit to agricultural sector of the economy.
SAVING BANKS
The principle function of these banks is to collect small savings across the country and put
them to the productive use. In India department of post office functions a savings banks.
CENTRAL BANK
Central Bank is the apex bank of the banking system of the country. It issues currency notes
and acts a banker's bank. Economic stability is the principle function of this bank. In short, it
regulates and controls the banking system of the country. RBI is the Central Bank of India.
For the public sector banks, the era of bumper profit is over. For much of the last decade the
process of collaborated financial liberalization had cleared up the Bank’s balance sheet
enabling them to with stand increased competition, global financing, turmoil and even
unprotected industrial slow down. But the cycle of liberalization has run its full course. Now
it is the time for the big structural leap, rationalization, mergers, and privatization. Unless the
banks undertake these fundamental changes, their profit will stay under pressure.
There are twp areas of competitions which banking industry is facing internationally and
nationally. In the pre-liberalization era, Indian banks could grow in a closed economy but the
banking sector opened up for private competition. It is possible that private banks could
become dominant players even within India. It has been recorded a rapid rise of the new
private sector banks and it has tracked the transformation of the public sector banks as they
Use of ATM cards, Internet Banking, Phone Banking, Mobile Banking are the new
innovative channels of banking which are being widely used as they result in saving both
time and money which are two essential things that every one is short of and is running to
catch hold of them. Moreover private sector banks are aligning its infrastructures, marketing
quality and technology to build deep commitment in building consumer and retail banking.
2. To study the factors the factors influencing the choice of a bank for availing services.
3. To find and compare the satisfaction level of customers in public sector as well as in
5. To get suggestions for improvement or change in the services of public and private
sector banks.
The roots of the State Bank of India rest in the first decade of 19th century, when the Bank of
Calcutta, later renamed the Bank of Bengal, was established on 2 June 1806. The Bank of
Bengal and two other Presidency banks, namely, the Bank of Bombay (incorporated on 15
April 1840) and the Bank of Madras (incorporated on 1 July 1843). All three Presidency
banks were incorporated as joint stock companies, and were the result of the royal charters.
These three banks received the exclusive right to issue paper currency in 1861 with the Paper
Currency Act, a right they retained until the formation of the Reserve Bank of India. The
Presidency banks amalgamated on 27 January 1921, and the reorganized banking entity took
as its name Imperial Bank of India. The Imperial Bank of India continued to remain a joint
stock company.
Pursuant to the provisions of the State Bank of India Act (1955), the Reserve Bank of India,
which is India's central bank, acquired a controlling interest in the Imperial Bank of India. On
30 April 1955 the Imperial Bank of India became the State Bank of India. The Govt. of India
recently acquired the Reserve Bank of India's stake in SBI so as to remove any conflict of
In 1959 the Government passed the State Bank of India (Subsidiary Banks) Act, enabling the
State Bank of India to take over eight former State-associated banks as its subsidiaries. On
Sept 13, 2008, State Bank of Saurashtra, one of its Associate Banks, merged with State Bank
of India.
SBI has acquired local banks in rescues. For instance, in 1985, it acquired Bank of Cochin in
Kerala, which had 120 branches. SBI was the acquirer as its affiliate, State Bank of
There are six associate banks that fall under SBI, and together these six banks constitute the
State Bank Group. All use the same logo of a blue keyhole and all the associates use the
"State Bank of" name followed by the regional headquarters' name. Originally, the then seven
banks that became the associate banks belonged to princely states until the government
nationalized them between October, 1959 and May, 1960. In tune with the first Five Year
Plan, emphasizing the development of rural India, the government integrated these banks into
State Bank of India to expand its rural outreach. There has been a proposal to merge all the
associate banks into SBI to create a "mega bank" and streamline operations. The first step
along these lines occurred on 13 August 2008 when State Bank of Saurashtra merged with
State Bank of India, which reduced the number of state banks from seven to six. Furthermore
on 19th June 2009 the SBI board approved the merger of its subsidiary, State Bank of Indore,
with itself. SBI holds 98.3% in the bank, and the balance 1.77% is owned by individuals, who
The acquisition of State Bank of Indore will help SBI add 470 branches to its existing
network of 11,448. Also, following the acquisition, SBI’s total assets will inch very close to
the Rs 10-lakh crore mark. Total assets of SBI and the State Bank of Indore stood at Rs
State Bank of India has often acted as guarantor to the Indian Government, most notably
during Chandra Shekhar's tenure as Prime Minister of India. With 11,448 branches and a
further 6500+ associate bank branches, the SBI has extensive coverage. State Bank of India
has electronically networked all of its branches under Core Banking System (CBS). The bank
has one of the largest ATM networks in the region. More than 8500 ATMs across India. The
State Bank of India has had steady growth over its history, though it was marred by the
Harshad Mehta scam in 1992. In recent years, the bank has sought to expand its overseas
operations by buying foreign banks. It is the only Indian bank to feature in the top 100 world
banks in the Fortune Global 500 rating and various other rankings
The bank has 92 branches, agencies or offices in 32 countries. It has branches of the parent in
Colombo, Dhaka, Frankfurt, Hong Kong, Johannesburg, London and environs, Los Angeles,
Male in the Maldives, Muscat, New York, Osaka, Sydney, and Tokyo. It has offshore
banking units in the Bahamas, Bahrain, and Singapore, and representative offices in Bhutan
SBI operates several foreign subsidiaries or affiliates. In 1990 it established an offshore bank,
State Bank of India (Mauritius). It has two subsidiaries in North America, State Bank of India
(California), and State Bank of India (Canada). In 1982, the bank established its California
subsidiary, named State Bank of India (California), which now has eight branches - seven
branches in the state of California and one in Washington DC which was recently opened on
23rd November, 2009. The seven branches in the state of California are located in Los
Angeles, Artesia, San Jose, Canoga Park, Fresno, San Diego and Bakersfield. The Canadian
subsidiary too dates to 1982 and has seven branches, four in the greater Toronto area, and
In Nigeria, SBI operates as INMB Bank. This bank began in 1981 as the Indo-Nigerian
Merchant Bank and received permission in 2002 to commence retail banking. It now has five
branches in Nigeria.
In Nepal SBI owns 50% of Nepal SBI Bank, which has branches throughout the country. In
Moscow SBI owns 60% of Commercial Bank of India, with Canara Bank owning the rest. In
State Bank of India already has a branch in Shanghai and plans to open one up in Tianjin.[1]
BOARD OF DIRECTOR OF SBI
The State Bank of India, the country’s oldest Bank and a premier in terms of balance sheet
size, number of branches, market capitalization and profits is today going through a
momentous phase of Change and Transformation – the two hundred year old Public sector
behemoth is today stirring out of its Public Sector legacy and moving with an agility to give
The bank is entering into many new businesses with strategic tie ups – Pension Funds,
General Insurance, Custodial Services, Private Equity, Mobile Banking, Point of Sale
Merchant Acquisition, Advisory Services, structured products etc – each one of these
to expand its Rural Banking base, looking at the vast untapped potential in the hinterland and
It is also focusing at the top end of the market, on whole sale banking capabilities to provide
India’s growing mid / large Corporate with a complete array of products and services. It is
consolidating its global treasury operations and entering into structured products and
derivative instruments. Today, the Bank is the largest provider of infrastructure debt and the
largest arranger of external commercial borrowings in the country. It is the only Indian bank
The Bank is changing outdated front and back end processes to modern customer friendly
processes to help improve the total customer experience. With about 8500 of its own 10000
branches and another 5100 branches of its Associate Banks already networked, today it offers
the largest banking network to the Indian customer. The Bank is also in the process of
providing complete payment solution to its clientele with its over 8500 ATMs, and other
electronic channels such as Internet banking, debit cards, mobile banking, etc
With four national level Apex Training Colleges and 54 learning Centres spread all over the
country the Bank is continuously engaged in skill enhancement of its employees. Some of the
The bank is also looking at opportunities to grow in size in India as well as Internationally. It
presently has 82 foreign offices in 32 countries across the globe. It has also 7 Subsidiaries in
India – SBI Capital Markets, SBICAP Securities, SBI DFHI, SBI Factors, SBI Life and SBI
Cards - forming a formidable group in the Indian Banking scenario. It is in the process of
raising capital for its growth and also consolidating its various holdings.
Throughout all this change, the Bank is also attempting to change old mindsets, attitudes and
take all employees together on this exciting road to Transformation. In a recently concluded
mass internal communication programme termed ‘Parivartan’ the Bank rolled out over 3300
two day workshops across the country and covered over 130,000 employees in a period of
100 days using about 400 Trainers, to drive home the message of Change and inclusiveness.
The workshops fired the imagination of the employees with some other banks in India as well
The CNN IBN, Network 18 recognized this momentous transformation journey, the State
Bank of India is undertaking, and has awarded the prestigious Indian of the Year – Business,
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to
receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the
private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994. The
bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its
HDFC is India's premier housing finance company and enjoys an impeccable track record in
India as well as in international markets. Since its inception in 1977, the Corporation has
maintained a consistent and healthy growth in its operations to remain the market leader in
mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC
has developed significant expertise in retail mortgage loans to different market segments and
also has a large corporate client base for its housing related credit facilities.
HDFC Bank is head quartered in Mumbai. The Bank at present has an enviable network of
over 684 branches spread over 316 cities across India. All branches are linked on an online
real-time basis. Customers in over 120 locations are also serviced through Telephone
Banking. The Bank's expansion plans take into account the need to have a presence in all
major industrial and commercial centers where its corporate customers are located as well as
the need to build a strong retail customer base for both deposits and loan products. Being a
clearing/settlement bank to various leading stock exchanges, the Bank has branches in the
centers where the NSE/BSE have a strong and active member base. The Bank also has a
network of about over 4000 networked ATMs across these cities. Moreover, HDFC Bank's
ATM network can be accessed by all domestic and international Visa/MasterCard, Visa
private sector bank promoted by Bennett, Coleman & Co./Times Group) was merged with
HDFC Bank Ltd., effective February 26, 2000. As per the scheme of amalgamation approved
by the shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank
received 1 share of HDFC Bank for every 5.75 shares of Times Bank.
At present HDFC Bank is the leading most bank in the housing and development sector and
is growing very fast in the other banking sectors such as life insurance & mutual fund.
The authorized capital of HDFC Bank is Rs.450 crore (Rs.4.5 billion). The paid-up capital is
Rs.311.9 crore (Rs.3.1 billion). The HDFC Group holds 22.1% of the bank's equity and about
19.4% of the equity is held by the ADS Depository (in respect of the bank's American
Depository Shares (ADS) Issue). Roughly 31.3% of the equity is held by Foreign Institutional
Investors (FIIs) and the bank has about 190,000 shareholders. The shares are listed on The
Stock Exchange, Mumbai and the National Stock Exchange. The bank's American
Depository Shares are listed on the New York Stock Exchange (NYSE) under the symbol
"HDB.
HDFC Limited, Bennett, Coleman & Co. Ltd. and its group companies (the promoters of
erstwhile Times Bank Limited) and Chase Funds had entered into tripartite agreement dated
November 26, 1999 for effecting amalgamation of Times Bank Limited with the Bank. Under
this Agreement, Bennett Coleman Group has a right to nominate one Director on the Board of
the Bank as long as its holding exceeds 5% of the share capital of the Bank. Currently, as on
March 31, 2007, the Bennett Coleman Group holds 5.15% of the share capital of the Bank
and Mr. Vineet Jain represents the group on the Board of the Bank.
Managing
Executive
Regional Sales
Area Sales
Deputy Sales
Team Leader
Contract Sales
Chairman
Managing Director & C
EO
General Managers
PRODUCT AND SERVICE PROFILE OF THE ORGANIZATION
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 auctional 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
companies from the domestic business houses and prime public sector companies. It is
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 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.
HDFC Bank was the first bank in India to launch an International Debit Card in association
with VISA (VISA Electron) and issues the MasterCard Maestro debit card as well. The Bank
launched its credit card business in late 2001. By September 30, 2005, the bank had a total
card base (debit and credit cards) of 5.2 million cards. The Bank is also one of the leading
players in the "merchant acquiring" business with over 50,000 Point-of-sale (POS) terminals
Deposits
I. Savings Account
These accounts are primarily meant to inculcate a sense of saving for the future,
accumulating funds over a period of time. Whatever customer occupation, bank is confident
Debit-cum-ATM card
Internet Banking
Phone banking
Anywhere Banking
Standing Instruction
Nomination facility
Doorstep service
Comprehensive banking
Supplementary savings
Internet banking
Anywhere banking
Doorstep service
Inward remittance
Debit-cum-ATM-card
Internet banking
Phone banking
Anywhere banking
Standing instructions
Nomination facility
V. D-Mat accounts
Less documentation
For the public sector banks, the era of bumper profit is over. For much of the last decade the
process of collaborated financial liberalization had cleared up the Bank’s balance sheet
enabling them to with stand increased competition, global financing, turmoil and even
unprotected industrial slow down. But the cycle of liberalization has run its full course. Now
it is the time for the big structural leap, rationalization, mergers, and privatization. Unless the
banks undertake these fundamental changes, their profit will stay under pressure.
There are twp areas of competitions which banking industry is facing internationally and
nationally. In the pre-liberalization era, Indian banks could grow in a closed economy but the
banking sector opened up for private competition. It is possible that private banks could
become dominant players even within India. It has been recorded a rapid rise of the new
private sector banks and it has tracked the transformation of the public sector banks as they
Use of ATM cards, Internet Banking, Phone Banking, Mobile Banking are the new
innovative channels of banking which are being widely used as they result in saving both
time and money which are two essential things that every one is short of and is running to
catch hold of them. Moreover private sector banks are aligning its infrastructures, marketing
quality and technology to build deep commitment in building consumer and retail banking.
Different countries of the world have different types of banking systems. However,
commercial banking had grown under all these banking systems. To understand the structure
of banking system, let us take up various types of banking systems one by one. These types
are:
Unit Banking originated in the United State of America. It grew in the United States of
Thus under unit banking, a single bank is a complete organization in itself having its own
management. The scale of operation is small and the area is restricted to a locality only. Unit
banking is localized banking and is much more responsive to the needs of the locality. It has
better understanding of the local problems and conditions, which helps it to cater to the needs
of the area in a better way. The staff of the unit bank is generally local and is in a better
position to determine the standing or desirability of the customers. The failure of the unit
bank will not endanger the banking system and economy. It is free from the difficulties and
diseconomies of large scale operations. It will not drain out the financial resources of villages
and small towns to big industrial centers and will ensure a balanced growth.
Economic and Managerial problems faced by the unit banks let to the emergence of banking
system. Now, This the most popular and important banking system. In branch banking, a
bank has a large network of branches scattered all over the country. Branch banking
developed in England. Subsequently most of the countries of the world adopted the system.
In terms of branches, the State Bank of India has emerged as one of the largest banks in the
world.
As under the system the resources of a number of branches get pooled under the same
the customers. It facilitates diversification of activities because the area covered by the
branches is generally widespread. Under the system branches can operate without keeping
large idle cash reserves. It becomes possible for the bank to hire the services of competent
to another works out to be less. The staff stays at a branch only for a limited period, so the
Branch Banking tends to bring homogeneity in the prevailing Interest Rates as it increases the
mobility of resources from one place to another. It is easier for the Central Bank to exercise
Control. It will communicate only with a few Registered /Head Offices of the Banks and not
with each individual branch. In this system there more safety and liquidity of funds. The
choice of securities and investments is larger. Branch banking makes complete banking
services available to the smallest communities. The branches in small localities can be
The comparative study of unit banking and branch banking is a case of small scale banking
versus large scale banking. It is evident that the scale is clearly titled towards branch banking.
With the growth of large scale business it is no wonder that the trend is almost every country
towards the branch banking i.e. big banks with a network of branches all over the country.
Even in the U.S.A. The birthplace of unit banking. The Bank of America has now more than
“An arrangements by which two or more banks –each of which retains its identity, capital
and personnel –are brought under common control by any device other than a Holding
Company.”
Under the system there is pooling of resources. Chain banking overcomes certain limitations
of unit banking. But the system suffers from certain limitations of its own. There may be a
banks are brought under the control of the same management through a Holding Company.
Both the systems aim at gaining the advantages of large scale operations. The banks are able
to pool their resources in case of emergency or when large amount of cash is required to meet
the loan requirements of the customer. The advantages and disadvantages of both the systems
are similar. Both the systems developed in the United State of America as a result of attempts
Under Correspondent banking, small banks serving local communities hold deposits with
joint banks serving in big cities. This kind of banking is prevalent in U.S.A. The
correspondent banks perform two important services of outstation cheque clearing and loan
participation for the respondent banks while they benefit for the deposit funds of respondent
banks.
RESEARCH METHODOLOGY
systematic search for pertinent information on a specific topic, infect research is an art of
study various steps that are generally adopted by researchers in studying their research
problem. It is necessary for researchers to know not only know research method techniques
The research problem consists of series of closely related activities. At times, the first step
determines the native of the last step to be undertaken. Why a research has been defined,
what data has been collected and what a particular methods have been adopted and a host of
similar other questions are usually answered when we talk of research methodology
concerning a research problem or study. The project is a study where focus is on the
following points:
PRIMARY DATA:
Survey method -- This method was adopted because it helped in securing detail information
from a sample of respondents. The information received from the respondents is recorded on
a form called the questionnaire. This is only method to measure attitude & motivation
directly
SECONDARY DATA:
I have also used the secondary data, which included the written document of the organization
INTERNET
PAPERS & RECORDS
The data collected from the above mentioned sources helped me in getting information about
SAMPLE PLAN
Descriptive Research- The research design is descriptive in nature. This research is mainly
1 Sample Size Sample size is the number of elements to be included in a study. Keeping in
Interpretation : As per table and graph there are 80% male respondents and 20% are female
respondents
2. Whai is your age
Interpretation: As per table and graph there are 10.67% respondents are from the age group
of below 18, 65.33% respondents arefrom 18-25yrs, 10.67% respondents are from 25-35 yr
respondents are farmer, 18.67% respondents are employees of different organization and
6.67% respondents are business man and 6.67% people belongs to other profession.
4. Which Sector bank do you have your account?
Interpretation: As per table and graph there are 48% respondents have account in public
sector bank , 29.33% respondents says private bank and 26.67% respondents have account in
both banks.
5. In which bank do you have your Account?
Interpretation: As per table and graph there are 21.33% respondents have account in state
bank of india, 8% respondents says Punjab national bank ,12% says HDFC and 12%
6.67% respondents says current account, 2.67% respondents says demat account, 1.33%
Interpretation: As per table and graph there are 18.67% respondents are in favor of brand
image of bank, 58.67% respondents says Services , 16% respondents says location is most
important criteria for opening account with bank and 6.67% respondents says charges.
8. Kindly rank the reasons for yours preference in this particular bank?
Interpretation: As per table and graph there are 46.67% respondents prefer bank for quick
and fast service, 17.33% respondents says location wise , 18.67% respondents says behavior
ATM/Debit card , 5.33% respondents says Credit Card, 4% respondents says Insurance and
26.67% respondents says Mobile Banking and 6.67% people use other facilities of bank
shopping occasionally and 9.33% respondents Never use debit card for shopping and 33.33%
Interpretation: As per table and graph there are 32% respondents rank their bank as per
performance Excellent , 48% respondents says good and 20% respondents says average.
12. If an option is given to you, would you like to shift from the present Bank?
Interpretation: As per table and graph there are 24% respondents want to switch their bank
and 44% respondents says no to the statement and 32 % people may shift to another banks.
FINDINGS
1. Found that 48% respondents have account in public sector bank , 29.33%
respondents says private bank and 22.67% respondents have account in both banks
2. Found that 21.33% respondents have account in state bank of india, 8% respondents
says Punjab national bank , 12%respondents says HDFC and 12% respondents says
3. Found that 78.67% respondents have saving account, 6.67% respondents says
current account, 2.67% respondents says demat account, 1.33% respondents have FD
4. Found that 18.67% respondents are in favor of brand image of bank, 58.67%
respondents says Services , 16% respondents says location is most important criteria
for opening account with bank and 6.67% respondents says charges.
5. Found that 46.67% respondents prefer bank for quick and fast service, 17.33%
respondents says Mobile Banking and 6.67% respondents use other facilities of bank.
7. Found that 57.33% respondents use debit card for shopping occasionally and 9.33%
respondents Never use debit card for shopping and 33.33% use debit card Everytime
for shopping.
8. Found that 32% respondents rank their bank as per performance Excellent , 20%
to the statement and 32% respondents may shift to other bank if option is given to
them.
SUGGESTIONS
Bank staff should be customer friendly and highly motivated to serve the
normal customer.
providing loans.
banks.
may not have free time in the day time. It will help in facing the competition
more effectively.
customers.
The customers now days are not only exposed of what type of service is being provided by
banks in India but in the world as a whole. They expect much more than what is actually
being provided. So the new coming banking sector has to provide and cater to all the needs of
They not only expect the safety of money but also best ways to invest that money which need
needs to be fulfilled. Banks need to have a better outlook towards to actually what customers
are requiring. Entries of the private sector banks have made the competition tougher. If a
bank is not functioning properly it is being closed. So it is difficult to face these types of
conditions. Here a simple philosophy can work that customers are God and we need to follow
The banking sector is poised for explosive growth. In this, scenario, it is imperative that
banks adopt technology at an aggressive Pace, if they wish to remain competitive. Mani
Mamallan makes a case for banks to outsource their technology infrastructure requirement,
In the prevailing scenario, a number of banks have adopt a new deployment strategy of
infrastructure outsourcing, to lower the cost of service channels. As a result, other banks too
will need to align their reinvented business models. The required changes at both the business
and technology levels are enormous. In a highly competitive banking markets, early adopters
1. Name
2. Email I'd
3. Contact details
4. Gender
Male
Female
5. Age
Below 18
18-25 yrs
25-35 yrs
35 and above
6. Profession
Student
Farmer
Employee
Business men
Other
Public
Private
Both
ICICI
Other
Saving
Current
Demat
F.D
Salary
10. Rank the selection criteria for opening account with bank?
Brand Image
Services
Location
Charges
11. Kindly rank the reasons for yours preference in this particular bank?
Location
Friendly Behavior
Reliability
Atm/Debit card
Credit card
Insurance
Mobile Banking
Other
13. How often do you use debit card to shop?
Everytime
Occasionally
Never
14. How much Satisfied are you with your bank’s overall performance ?
Excellent
Very Good
Good
15. If an option is given to you, would you like to shift from the present Bank?
Yes
No
BIBLIOGRAPHY
BOOKS:
Prof. E Gordon & Dr. K. Natrajan “Banking Theory Law and Practice”.
WEBSITES:
www.centurionbop.co.in
www.pnbindia.com
www.statebankofindia.com
www.icicibank.com
www.rbi.org.in
www.iba.org.in
www.knowledgestom.com
www.igniter.com