Final Sip Mba Project PDF

A Project Report On “Analy “An alysis sis of the dif differe ference nce betw between een Service Servicess percepti perception on and expectat expectation ion of Account Acco unt holders holders based on Survey” Survey” For Sarvodaya Sahakari Bank Ltd

Submitted to

S. R. Luthra Institute of Management, Surat. In partial fulfillment of the requirement of the award for the degree of Master of Business Administration Under

Gujarat Technological University

Under the guidance of

Faculty Mentor:

Bank Guide:

Dr. Ranjan J Sabhaya

Mr. Dinesh Bhimani

SRLIM.

Branch Manager

Submitted by Jeneesh D Modi Enrolment No-117500592106 S. R. Luthra Institute of Management MBA Program Affiliated to Gujarat Technological University, Ahmadabad, July 2012 1

INSTITUTE’S CERTIFICATE CERTIFICATE

“I Certified Certified that that this summer summer internship internship report report titled titled Analysis of the “

difference difference between Services perception perception and expectation expectation of Account Account holders of based on Survey

”

JE NEES ESH H D MODI MO DI ” is the the bona bona fide fide work work of “ JENE

(Enrollment No.117500592106), who carried out the research under my

supervision. We also certify further, that to the best of my knowledge the work reported herein herein does does not form part of any other other project project report or dissertation on the basis of which a degree or award was conferred on an earlier occasion on this or any candidate.

Faculty Mentor

In-charge Director

Dr. Ranjan Ranjan J Sabhay Sabhaya a

Dr. J.M. KAPADIA

2

PREFERENCE With the great pleasure, I take this opportunity opportunity to write this project report report on

Analysis of Sarvodaya Sarvodaya Sahakari Sahakari Bank ltd’s ltd’s Services Services perception perception and “Analysis expect expectati ation on of Account Account holder holders s based based on Survey Survey” ” In present era, Management and implications implications are approaching almost every field concern with business in very significant manner. As management students it has tremendously for us to utilize our management knowledge in practical way. Indian is the one of the fastest growing Economies in the world. Service sector is one of the key industries which have contributed to large extent in overall overall developmen developmentt of of country’ country’s s economy economy.. Indian Indian Banking Banking Sector Sector growing growing rapidly and will significant share of service industry of India. I have completed completed my project project training at Sarvodaya Sahakari Bank ltd (SSB). This project provides thorough information of “Account Holders of SSB’s Expectations towards their Bank services”. I have taken simple sampling method method for my survey survey.. I have have taken taken simple simple size of 300 unites. unites. The data used in this report is is collected collected from various various source sources s like staff staff member member of SSB and their their websi website. te. During During my projec projectt work work period period I have have found found that that bank bank has has tremendous new opportunity in the Surat city and have started to make distingue distingue them them self from from other’s other’s as one one of Service Service Brand. Brand. My Finding Finding & suggestion also based on analysis done by me during project work period.

3

ACKNOWLEDGEMENT

I am extremely grateful to my friends and well-wishers for help me out to prepare this project successfully and their encouragement for this regard. I want to express my gratitude to my Guru, Teachers, Professors of M S University University and and Luthra Institute Institute and my bank bank manager manager of SSB Mr. Dinesh

Bhimani who has directly or indirectly helped me to prepare this project and for their constant motivation and encouragement to mould me into a researcher in management. I would like to put on paper the dedication to the spirit of my life, my mother,

Pritiben, for her constant and priceless motivation during my project time, in spite of her unawareness of my study and its objectives. I have to say thanks for continuous support and encouragement from my family as a whole. I sincerely acknowledge and appreciate their valuable cooperation. I have received a great deal of help, contribution, and advice from many people. I am thankful to all of them. Like most of the text-cum-reference books, this project is also influenced by a numbers of works of various researches and different literature reviews. As far as possible, I have tried to acknowledge all of them. Specially, I would like to thank my Mentor Dr Ranjan j Sabhaya , who gave me full of support for this project and provided extensive comments on this regard. Hence, I am ffiling iling very proved to perform on their guidance.

Thank you.

Jeneesh Modi

4

DECLARATION

I am Modi Jeneesh Dhananajay , Stu Stude dent nt of 2ed semester MBA, S. R. Luthra Institute of Management; Gujarat Technological University; declare that this project has been prepared By myself with the help of my mentor Dr. Ranjan j

Sabhaya . I have done this project in the guidance of my mentor. She has given full of support to me as well as my project work. This report is verified by my guide with their best of knowledge. In the project, all the material and data are taken from authentic sources, relevant reference books and other relevant software which helpful to convey the conclusion which has been derived with the help of first hand data collection(survey) collection(survey) which being input for the research. This report generated by me and its purpose is just learning the different objectives of of management management and the principles of of the same same in practical. The The data, information, conclusion whole is just for study purpose, it has not any kind of relevance to any individual which they suppose to find. Hence, the outcome will make compulsion to nobody.

Place: Surat city. Date: 03/8/2012 Modi Jeneesh Dhananjay.

Student.

5

EXECUTIVE SUMMARY

This training report has been made with the objective to study factor that is most important important for the SSB’s SSB’s account account holders holders for the service service quality. quality. This report contains the detail about Banking services services and one of them Sarvodaya Sarvodaya Sahakari Bank ltd’s performance. Basically Indian is growing country country and there is huge huge opportunity for growing Service Service industry industry and high growth growth rate. The Financial Financial environmen environment, t, their history history and growth makes makes this project report report distingue. The performance of bank and the detail information of bank’s services facilitate to identify how competitive itself itself to to run in in this this serv service ice mark market. et. Even Even It’s It’s prove proved d them them self self only only by establishing goal of of “creating brand image of Sarvodaya Sahakari Sahakari Bank (SSB) in financial era in Surat, Gujarat and their after India in upcoming years. The findings and suggestion really helps where bank is lacking from their services services in Accoun Accountt Holder’s Holder’s Mind. In this this projec projectt report, report, it has tried the best to present present the past past and presen presentt scenario scenario of Bankin Banking g industry industry and even even Sarvodaya Sahakari Bank’s (SSB) history and Glimpse at the Glance. Overall it is very helpful to Bank for their Analyses of Account Holders’ expectation and their preference. Though this project report Management of Sarvodaya Sahakari Bank (SSB) can improve their performance and their service quality very effectively.

6

LIST OF TABLE AND CHARTS

TABLE &

CHART TITLE

CHART NO

PAGE NO.

1

Pleasant & Attractive Décor

55

2

Experience at the time of Approaching loan

56

3

Account Holder's Holder's Knowledge regarding regarding Various Bank services

57

4.1 & 4.2

Overall satisfaction level

58

5

Account Holder's solution of their problem

59

6

Bank's Brand image

61

7

ATM facility and Customer's requirement

62

8

Locker Facility

63

9

Account Holders’ expectation for online services

64

10

Account Holders’ expectation expectation for Time period of the Bank

68

11 & 11.1

Clean & well cared Facility

69

11.2

Efficient, no wait service

70

11.3

No long line ups at counter

71

11.4

Availability of information brochures

71

11.5

Pleasant & attractive décor

72

11.6

Automatic bank machines in convenient locations

72

7

CONTENTS

CHAPTER

PARTICULAR

NO

PAGE NO

Part:1 Basic Information INTRODUCTION OF BANKING INDUSTRY

1

12-20

1.1) Introduction

12

Global Environment of Bank Sector.

12

1.2) Restructuring the financial institution in Global economy

13

1.2) Need of financial institution in Global economy

14

1.4) Role of Banks Banks and other financial institution in Global

13

Economy

Indian Bank Sector: History, Growth, Reform.

15

1.5) Position of Indian Banking sector at Post Independence

16

1.6) At the time of Nationalization

18

1.7) At the time of Liberalization

20

SARVODAYA SAHAKARI BANK LTD ’s PROFILE

22-34

About Sarvodaya Sahakari Bank ltd (SSB). 2.1) Board of Directors of SSB 2.2) Branches Branches and Location Location of SSB SSB

22 23 24

2.3) Glimpses at the Glance Sarvodaya Sahakari Bank’s (SSB) Services.

2

25

2.4) Personal Loan

26

2.5) New Vehicl Vehicle e Loan

28

2.6) Home Loan 2.7) Property Mortgage Loan

29 30

2.8) O.D Facility

32

2.9) C.C Facility

33

2.10) Machinery Loan 2.11) Loan against security 2.12) Different Deposit Skims

8

33 34

Part:2 Research work INTRODUCTION TO THE RESEARCH

3

38-49

3.1) Literature Review

38

3.2) Problem statement and Formulation

47

3.3) Objective of the Study

47

3.4) Scope of the Study

48

3.5) significance of the study

49

RESEARCH METHODOLOGY

52-53

4.1) research design

52

4.2) Collection of data

52

4.3) Sampling Design and size

53

4.4) Data collection instrument

53

4.5) Processing and analyzing collected data

53

5

DATA ANALYSIS AND INTERPRETATION

55 - 72

6

RESULT AND FINDING

74- 75

7

LIMITATIONS OF THE STUDY

8

CONCLUSIONS AND SUGGESTIONS

4

BIBLIOGRAPHY

77 79- 80 -

ANNEXURE

9

CHAPTER: 1 INTRODUCT INTRODUCTION ION OF BANKIN BANKING G INDUSTRY INDUSTRY

10

1.1) 1. 1) In Intr trod oduc ucti tion on Modern management sciences philosophy considers customer as

a

satisfaction

baseline standard of performance and a possible standard of

excellence for any business organization. Moreover, customer satisfaction measurement provides a sense of achievement and accomplishment for all employees involved in any stage of the customer service process. In this way, satisfaction measurement motivates people to perform and achieve higher levels levels of productivity productivity.. To reinforce custom customer er orientation orientation on a day-today basis,

a

growing number

of

companies choose

customer satisfaction

as their main performance indicator.

It is almost impossible, however, to keep an entire Bank permanently motivated by a notion as abstract and intangible as customer satisfaction. Therefore, customer satisfaction must be translated into a number of measurable parameters directly linked to people’s job.

In

other

words

factors that

people

can understand. The aim of this

project is to present an original customer satisfaction survey

conducted in

the Sarvodaya Sahakari Bank Ltd. The

objectives of of

the

customer sa satisfaction survey ar are focused on on the

assessme assessment nt of the critica criticall satisfactio satisfaction n dimensi dimensions ons and the the determina determination tion of customer customer groups groups with distinctiv distinctive e preference preferences s and and expecta expectations tions.. In particular, particular, the purpose of this application consists of a set of the most important queries queries expresse expressed d by the managers managers of the Sarvoday Sarvodaya a Sahakari Sahakari Bank Ltd.

GLOBAL ENVIRONMENT OF BANK SECTOR 1.2) Rest Restruc ructuri turing ng the fin financ ancial ial in instit stituti ution on in in glob global al eco econom nomy y During the 1980s, governments began to retreat from regulation of the financial services industry. The retreat promises to be just as dramatic and enduring as developments during the worldwide depression of the 1930s. Although pressures for re-regulation have emerged, especially in the United 11

States, international competitive forces are accelerating the movement toward less governmental intrusion; intrusion; The Great Depression Depression gave rise to the corporate corporate state and an almost almost universal increase in the size size and scope of governmental involvement in economic affairs and in other aspects of our lives. For much of the past 50 years, governments have either owned or regulated all financial institutions that provided intermediary services. Elaborate regulatory systems, based on permission and denial approaches to administrative law, were expected to rule on which products or services could be offered, where they could be offered, and what prices or interest rates could be paid or charged to customers.

At least in the United States, there was little in the way of due process in the t he financial regulatory system. Regulatory agencies have operated as executive authorities that were largely immune from the discipline of the checks and balances inherent inherent in a political system system built on a framework of of separation of powers. The costs associated with burden of proof were borne by the regulated, not the regulators. When a financial institution wanted to offer a new product or service, expand its market area, or combine with another institution, the regulators required it to bear the costs of demonstrating that the benefits outweighed the costs. In other words, “If you have to ask, the answer is no.”

1.3) Nee Need d of finan financial cial ins instit tituti ution on in the glob global al econo economy my The process by which countries’ economies become increasingly interwoven and affected by each other. This happens with the increased flow of goods (trade), foreign direct investment, money (finance), and/or people (migration). Globalization is not new, but the speed, depth, and scope of the changes, aided by technology, is new, as is the enormous power of International Financial Institutions (IFIs) and global trade groups such as the World Trade Organizat Organization ion (WTO) (WTO) to set the rules rules of of the global global economy economy.. Collectiv Collective e name for World Bank Group and the International Monetary Fund (IMF), institutions established in 1944 at Breton Woods, New Hampshire, USA, to assist with reconstruction and revitalization after World War II. 12

1.4) Rol Role e of of Bank Banks s and and fin financi ancial al ins institu titution tion in the eco econom nomy y Money lending in one form or the other has evolved along with the history of the mankind. Even in the ancient times there are references to the moneylenders.

Shakespeare

also

referred

to

‘Shylocks’

who

made

unreasonable demands in case the loans were not repaid in time along with interest. Indian history is also replete with the instances referring to indigenous money lenders, Sahukars and Zamindars involved in the business of money lending by mortgaging the landed property of the borrowers. Towards the beginning of the twenty-first century, with the onset of modern industry in the country, the need for government regulated banking system was felt. The British British governmen governmentt began to pay attenti attention on towards towards the need for for an organized organized banking banking sector sector in the country and and Reserve Reserve Bank of India was set set up to regulate the formal banking sector in the country. But the growth of modern banking remained slow mainly due to lack of surplus capital in the Indian economic system at that point of time. Modern banking institutions came up only in big cities and industrial industrial centers. The rural areas, areas, representing vast majority of Indian society, remained dependent on the indigenous money lenders for their credit needs. Independence of the country heralded a new era in the growth of modern banking. Many new commercial banks came up in various parts of the country. As the modern banking network grew, the government began to realize that the banking sector was was catering only to the needs of the well-to-do and the capitalists. The The interests of the poorer poorer sections as well as those of of the common man were being ignored. In 1969, 1969, Indian governm government ent took a histori historic c decision decision to nationaliz nationalize e 14 biggest biggest private private commerc commercial ial banks banks.. A few few more more were were nationaliz nationalized ed after a couple couple of years. This resulted in transferring the ownership of these banks to the State and the Reserve Bank of India could then issue directions to these banks to 13

fund the national programmers, the rural sector, sector, the plan plan priorities and the priority priority sector sector at differential differential rate of interest. interest. This resulted resulted in providing providing fillip fillip the banking facilities to the rural areas, to the under-privileged and the downtrodden. It also resulted in financial inclusion of all categories of people in almost all the regions of the the country. However, after almost two decades of bank natio nationa nali liza zatio tion n

some some

new new

iss issue ues s

beca became me

Finance is the life blood of trade, commerce and industry.

Now-a-days,

banking sector acts as the

contextual. The service standards of the public

backbone

sector banks began to decline. Their profitability

business. Development of

came down and the efficiency of the staff

any

became suspect. Non-performing assets of

depends

these banks began to rise. The wheel of time

banking system.

had turned a full circle by early nineties and the government after the introduction of structural and economic reforms in the financial sector, allowed the setting up of new banks in the

of

modern

country

mainly

upon

the

The term bank is derived from

the

French

word

Banco which

means

a

or

private sector.

. In olden

The new generation private banks have now

days,

European

established themselves in the system and have

lenders

set new standards of service and efficiency.

changers used to display

These banks have also given tough but healthy

(show) coins of different

competition to the public sector banks.

countries in big heaps

or

money money

INDIAN BANK SECTOR: HISTORY, GROWTH AND REFORM Banking in India originated in the last decades decades of the 18th century. The first banks were The General Bank of India , which started in 1786 , and Bank of

Hindustan , which started in 1790 ; both are now defunct. The oldest bank in existence in India is the State Bank of India , which originated in the Bank of

Calcutta in June 1806 , which almost immediately became the Bank of Bengal . This was was one of the three three presidency presidency banks, banks, the other other two being being the Bank of of 14

Bombay Bombay and the the Bank of Madras, Madras, all three of which which were were establ established ished under charters from the British East India Company. For many years the Presidency banks acted as quasi-central banks, as did their successors. The three banks merged in 1921 to form the Imperial Bank of India, which, upon India's independen independence, ce, became became the the State Bank Bank of India India in 1955. 1955. Merchants in [Calcutta] established the Union Bank in 1839, but it failed in 1848 as a consequence consequence of the economic crisis of 1848-49. 1848-49. The Allahabad Bank, established in 1865 and still functioning today, is the oldest Joint Stock bank in India.(Joint Stock Bank: A company that issues stock and requires shareholders to be held liable for the company's debt) It was not the first though. That honor belongs to the Bank of Upper India, which was established in 1863, and which survived until 1913, when it failed, with some of its assets and liabilities being transferred to the Alliance Bank of Simla. Foreign Foreign banks too starte started d to app, app, particul particularly arly in in Calcutta, Calcutta, in the 1860s 1860s.. The Comptoire d'Escompte d'Escompte de Paris opened a branch in Calcutta Calcutta in 1860, and anot anothe herr in in Bomb Bombay ay in 1862 1862;; bra branc nche hes s in in Madr Madras as and and Pond Pondic iche herr rry, y, then then a French French colony colony,, followe followed, d, establish established ed itself itself in Bengal Bengal in 1869. 1869. Calcutta Calcutta was the most active trading port in India, mainly due to the trade of the British Empire, and so became a banking center. The first entirely entirely Indian Indian joint joint stock bank was was the Oudh Commercial Commercial Bank, Bank, established in 1881 in Faidabad. It failed in 1958. 1958. The The next was was the Punjab Punjab National National Bank, establ established ished in Lahore Lahore in 1895, which which has survived survived to the present and is now one of the largest banks in India. Around the turn of the 20th Century, the Indian economy was passing through a relative period of stability. stability. Around five decades had elapsed since the Indian Mutiny, and the social, industrial and other infrastructure had improved. Indians had established small banks, most of which served particular ethnic and religious communities. The presidency banks dominated banking in India but there were also some exchange exchange banks banks and a number number of Indian joint stock stock banks. banks. All these banks banks operated in different segments of the economy. The exchange banks, mostly owned by Europeans, concentrated on financing foreign trade. Indian joint 15

stock banks banks were were generally generally undercapita undercapitalize lized d and lacked lacked the experie experience nce and and maturity to compete with the presidency and exchange banks. This segmentation let Lord Curzon to observe, "In respect of banking it seems we

are behind the times. We are like some old fashioned sailing ship, divided by solid wooden bulkheads into separate and cumbersome compartments." The period between 1906 and 1911, saw the establishment of banks inspired by

the Swade Swadeshi shi moveme movement. nt.

The

Swade Swadeshi shi

moveme movement nt

inspir inspired ed

local local

businessmen and political figures to found banks of and for the Indian community. A number of banks established then have survived to the present such such

as Bank Bank

of

India, India, Corpor Corporati ation on

Bank, Bank, Indian Indian

Ban Bank, k, Bank Bank

of

Baroda Baroda,, Canara Canara Bank Bank and Centr Central al Bank Bank of India. India. The fervor of Swadeshi Swadeshi movement movement lead to establis establishing hing of many private private banks banks in Dakshina Dakshina Kannada Kannada and Udupi Udupi distric districtt which which were were unified unified earlier earlier and and known known by the name South Canara (South (South Kanar Kanara a ) district. district. Four nationaliz nationalized ed banks started in this district and also a leading private sector bank. Hence undivided Dakshina Kannada district is known as "Cradle of I ndian Banking". During During the First World War (1914–19 (1914–1918) 18) through through the end end of the the Second Second World World War (1939–194 (1939–1945), 5), and and two two years years thereafter thereafter until the indep independe endence nce of India India were challenging for Indian banking. The years of the First World War were turbulent, and it took its toll with banks banks simply collapsing collapsing despite the Indian economy gaining indirect boost boost due to war-related war-related economic activities.

1.5) Posi Positio tion n of of Indi Indian an Ban Bankin king g Secto Sectorr at at Pos Postt Inde Independ pendenc ence e The partition partition

of

of Punjab Punjab and West

India India in Bengal, Bengal,

1947

advers adversely ely

paraly paralyzing zing

impacted impacted

bankin banking g

the the

activitie activities s

economies economies for

months months..

India's India's independ independence ence marked marked the end of a regime regime of of the Laissez-fa Laissez-faire ire for the the Indian Indian banking. banking. The Governmen Governmentt of India initiated initiated measures measures to play an active active role in the economic life of the nation, nation, and the Industrial Policy Policy Resolution adopted by the government in 1948 envisaged envisaged a mixed economy. economy. This resulted into greater involvement of the state in different segments of the

16

economy including anking and finance. The major steps to regulate banking

included: 

The Reserv Reserve e B nk of India, India's central bankin

authority, was

established in A ril 1934, but was nationalized on Janu ry 1, 1949 under the terms of the 

eserve Bank Bank of India Act, 1948 (RBI, (RBI, 2 05b).

In 1949, the Ba king Regulation Act was enacted whic

empowered the

Reserve Bank of India (RBI) (RBI) "to regulate, regulate, control, control, and and inspect the banks in India". 

The Banking Regulation Act also provided that no new ank or branch of an existing bank could be opened without a license fro

the RBI, and no

two banks could have common directors.

1.6) At th the time of Na Natio tional naliza ization tion Despite the provisi ns, control control and regulations regulations of Reserv Reserve Bank of India, banks in India exce pt the State State Bank Bank of Indi India a or SBI, SBI, contin continued to be owned and operated by pri vate persons. By the 1960s, the Indian banking industry had become an im portant tool to facilitate the development of the the Indian Indian economy. At the s me time, it had emerged as a large employer, and a debate had ensued about the nationalization of the banking industry. Indira

Gandhi ,

then then Prim Prime

Minister

of

India,

expressed

t e

intention

of

the Govern Governmen mentt of India in the annual annual conferenc conference e of the All India Congress Meeting in a paper entitled "Stray thoughts on Bank Na tionalization." The meeting received th paper with enthusiasm. Thereafter, her move was swift and sudden. The Government of India issued an ordinance ('Banking Companies (Acquisition and Transfer of Undertakings) Ordinance, 1969')

nd nation nationali alize zed d the 14 larges largestt comm comm rcial banks with 17

effect from the midnight of July 19, 1969. These banks contained 85 percent of bank deposits in the country. Jayaprakash Narayan , a national leader of India, described the step as a "masterstroke of political sagacity." Within two weeks weeks of the the issue issue of the the ordina ordinance nce,, the Parlia Parliamen mentt passed passed the Bankin Banking g Companies (Acquisition and Transfer of Undertaking) Bill, and it received the presid president ential ial approv approval al

on

9

August 1969. A second dose of nationalization of 6 more commercial banks followed in 1980. The stated reason for the nationalization was to give the government more control of credit delivery. With

the

second

dose

of

nationalization, the Government of India controlled around 91% of the banking business of India. Later on, in the year 1993, the governmen governmentt merged merged New Bank of of India with Punjab Punjab National National Bank. Bank. It was was the only merger between nationalized banks and resulted in the reduction of the number of nationalized banks from 20 to 19. After this, until the 1990s, the nationalized banks grew at a pace of around 4%, closer to t he average growth rate of the Indian I ndian economy.

1.7) 1. 7) At th the e ti time me of Li Libe bera rali liza zati tion on The IT revolution had a great impact in the Indian banking system. The use of computers had led to introduction of online banking in India. The use of the modern modern innovat innovation ion and and computeriz computerization ation of the the banking banking sector sector of India has incr increa ease sed d many many fold folds s afte afterr the the econ econom omic ic libe libera rali liza zati tion on of 1991 1991 as the the country's banking sector has been exposed to the world's market. The Indian banks were finding it difficult to compete with the international banks in terms of the customer service without the use of the information technology and computers. computers. The RBI in 1984 1984 formed Committe Committee e on Mechanizat Mechanization ion in the Banking Industry (1984) whose chairman was Dr C Rangarajan , Deputy 18

Governor, Reserve Bank of India. The major recommendations of this committee committee were were introduci introducing ng MICR MICR Technolog Technology y in all the bank banks s in the metropolis in India. This provided use of standardized cheque forms and encoders. Committee for proposing Legislation on Electronic Funds Transfer and other Electronic Electronic Payments Payments (1995) (1995) emphasiz emphasized ed on EFT system. system. Electronic Electronic banking banking refers to doing banking by using technologies like computers, internet and networking, MICR, EFT so as to increase efficiency, quick service, productivity and transparency in the transaction. Apart from f rom the above mentioned innovations the banks have been selling the third party products like Mutual Funds, insurances to its clients. Total numbers of ATMs installed in India by various banks as on end March 2005 is 17,642. The New Private Sector Banks in India is having the largest numbers of ATMs which is full off site ATM is highest for the SBI and its subsidiaries and then it is followed by New Private Banks, Nationalized banks and Foreign banks. While on site is highest for the nationalized banks of India.

BANK GROUP

NUMBER OF

ON SITE

OFF SITE

TOTAL

BRANCHES

ATM

ATM

ATM

NATIONALISED BANKS

33627

3205

1567

4772

STATE BANK OF INDIA

13661

1548

3672

5220

OLD PRIVATE SECTOR

4511

800

441

1241

1685

1883

3729

5612

242

218

579

797

BANKS NEW PRIVATE SECTOR BANKS FOREIGN BANKS

19

CHAPTER 2: SARVODAYA SAHAKARI BANK LTD’s PROFILE

20

ABOUT SARVODAYA SAHAKARI BANK LTD Established in the year 1982 with an authorized Share Capital of Rs. 25.00 lacs and the paid up Share Capital of Rs. 4.00 lacs lacs The Sarvodaya Sarvodaya Sahakari Bank Ltd., Surat is rightly bracketed as one of the leading and top-most co-op. banks of the city. From a small rental place into the centrally air-conditioned well equipped premises, Bank had had leapfrogged in the year 1991. To meet with with the high-tech demand of the time, Bank got fully computerized in the year 1993 and gratified the inhabitants of the City with its efficient services. Thereafter many Banks took a leaf out of it and got themselves computerized. To serve the larger number of of people, the Bank Bank kept on opening opening its branches. branches. At present Bank is having having network of 7 (Seven) branches across across Surat City. To compete and meet with the demand of time, in Feb’08, Bank started implementation of CBS facility at the Head Office, so that its customers can avail better facilities. In a short span of 1 year, it linked-up all its branches with CBS. To ease the burden of its customers and to offer them better services, Bank has also initiated Mobile (SMS) banking services. It also desires to offer off Site ATM services in the different areas too. Bank has also installed ‘KIOSK’ at all the branches so as to get the account information for its customers. Above that the Bank is to provide Internet Banking facility to its customers shortly after completion completion of certain required procedures. Realizing the fact of difficulty in the survival only on the income out of the Banking business, the Bank has entered into the Life Insurance field with the help of “Kotak “Kotak Mahindra Old Life Insurance Insurance Ltd.” on its foundation day (i.e. 08TH May 2008) to expand and flourish. Moreover the Bank is already at work of protecting the assets & valuables of its customers through the General Insurance Policy in affiliation with ICICI Lombard General Insurance Co. Ltd. and is earning handsome commission from its non-banking business.

21

2.1) Board of Directors NAME

DESIGNATION

Prafulchandra A .Shah

Chairman

Rameshchandra J. Reshamwala

Vice Chairman

Dr. Jainabad Jainabad B .Bhakta .Bhakta

Managing Director

Dr. Kanubhai G. Mavani

Managing Director

Dr. Bharatbhai N. Shah

Managing Director

Madhusudan N. Katargamwala

Managing Director

Kanubhai H. Shah

Managing Director

Rajendra N. Chokhawala

Managing Director

Dr. Nanubhai Nanubhai D. Harkha Harkhani ni

Managing Director

Mahendra R. Kajiwala

Managing Director

Kirit G. Gandhi

Managing Director

Vipinbhai N. Shah

Expert Director

Utpalbhai C. Choksi

Expert Director

2.2)) Ba 2.2 Bank nk Br Bran anch ch Deta Detail il:: Sr.

Branch Name

Address

1

Head Office : (Varachha

'Shrinidhi',

Road)

Varach Varachha ha Road, Road, Surat Surat – 39500 395006 6

Ring Road (Khatodara)

Centre

Branch

Nr.Kadiwala School, Ring Road,

2

ATM Khand

Point

Bazar, Yes

Building, Yes

Locker No

No

Khatod Khatodara ara,, Surat Surat - 395003 395003 3

Ved Road Branch

Ramji Chambers, Ramji Nagar, Yes

Yes

Opp. Nani Bahucharaji temple, Ved Ved Road Road,, Sura Suratt - 3950 395004 04 4

Athwalines Branch

M-25, Sargam Shopping Centre, Yes Parle Point, Surat

22

Yes

5

Puna-K a-Kumbhari Branch

N J Complex, Pu Puna - Kumbharia Yes

Yes

Road, Magob, Magob, Surat 6

Tex Textile tile Mark Market et Branc ranch h

L-G/ L-G/

259259-26 262 2,

Adar Adars sh

Tex Textile tile Yes

No

Mark Market et - I Opp. Opp. Tex Textile tile Mark Market et,, Ring Road, Surat 7

Bamroli Pandesara

Plot No-B/34-35 ,Jalaram Nagar, Yes

Branch

Piyush Point Char Rasta, Gujarat Housing

Board

Main

Yes

Road,

Pandesara Surat-394221

2.3) Glimp Glimpses ses at at a glance 

The Bank became the FIRST of its kind in the South Gujarat & second in the State of Gujarat by providing the ATM Facility to its customers SINCE 1996.



The Bank Bank was the first first Co-op. Bank in Gujarat Gujarat to offer offer the VAT (View (View Account Terminal) facility at all its branches. branches.



It was the FIRST Co-op. Bank to get the approval approval for sanction of Term Loans under TUF Scheme.



By “The National Federation of Co-op Credit Society “(Delhi), the Bank got the Second position in the year 1998 & 99 at the national level for getting Class Class – “A “Audit “Audit & for being being the the non-c non-cont ontrov rovers ersial ial Bank Bank”. ”.



It also acquired the FIRST position in the district for the Best services at the competition staged by the “Surat Jilla Sahakari Sangh ” in the year 2001-02.



Further in the year 2008-09, Bank secured the 2nd prize for the stunning performance in the entire south Gujarat at the function of “Toppers Award” organized by “South Gujarat Bank’s Association”.



It is the ONLY Bank in the Surat Surat City to cater cater to the needs needs of huge huge nose of flood Victims Victims in the year year 2006.



It is also affiliated with some Charitable Institutions for a Good cause of serving persons economically weak.

23

SARVODAYA SARV ODAYA SAHA SAHAKARI KARI BANK LTD’S SERV SERVICE ICE Loan Sarvodaya Bank basically provides different types of loans for facilitating their Account holder. The different types types of loans are as under. under. 

Personal Loan



C.C Facility



New Vehicle Loan



Machinery Loan



Home Loan



Customer Durables Loan



Property Mortgage Loan



Loan against Securities



O.D Facility

Now we will see the bank Criteria regarding loan and their process as per Sarvodaya bank’s declaration. The eligibility criteria, bank’s rate, other charges, Methodology for application are given as under.

2.4) PERS PERSONAL ONAL LOAN 1. Elig Eligib ibili ility ty Cri Crite teria ria:: Any salaried person or Professionals or self Employed is eligible for bank loan. The purpose considered are, social cause or small repairs of property or Child education etc. Loan granted up-to 5 times of the net monthly income income of the the applica applicant/s nt/s or Rs.1 lacs lacs whicheve whicheverr is less. less. Bank requires requires minimum minimum of two personal personal guaran guarantees tees having having incom income/asse e/assett expectable expectable to the the Bank.

Effective Rate of Interest: 14 % *

Processing Charges: Nil

Pre-payment Charges: Nil Share Money Contribution: 5 % of the Loan Sanctioned. Tenure For Repayment: Maximum up-to 40 months. 2. How to Apply: An application in Bank’s Prescribed Form duly filled up having been affixed with the Photographs of the applicant/s and guarantors guarantors along along with their their signatures signatures to be supported supported by the papers papers / documents documents detailed detailed as under. under. 24

For the Applicant/s: 

Photo I.D.



Income Proof.



Proof of Immovable Property if owned by the applicant.



Bank A/c Statement for the last six months.



Statement of A/c for Loan/ Advance facility availed from other Bank/ Bank/ F.I



A letter of undertaking from the employer to deduct of EMI from salary



Residential Address Proof

in case of salaried person if agreed by their Employers.

For the Guarantors: 

Photo I.D.



Income Proof.






Proof of Immovable Property if owned in their name.

2.5) 2. 5) VE VEHI HICL CLE E LOA LOAN N 1. Elig Eligib ibili ility ty Cr Crit iteri eria a: Any salaried persons/Professionals - Self Employed/Businessman Employed/Businessman CAN APPLY FOR Vehicle loan at Sarvodaya Bank at any branch branch or Main office. The condition is only for the purpose of purchase of New Vehicle for personal usage not other than that. Loan amount will depend upon the repaying capacity of the applicant and the worth of the personal guarantees offered.

2. For applica application tion under under “Quick “Quick Disposa Disposall Scheme: Scheme: Particular

Partition Two

Maximum Loan Amount

Amount (Rs)

Wheelers 50000/-

Vehicle Four

Wheelers 500000/-

Vehicle

25

3. Personal Personal Guarantee Guarantee havin having g income/asset income/asset expect expectable able to the Bank: Bank: Two W heelers Vehicle

At least One Person.

Four Wheelers Vehicle

At least Two Persons

Rate of Interest:

Processing Charges:

Tenure For Repayment:

Pre-payment Charges

For Two W heelers Loan

13%

For Four Wheelers Loan

12 %.


Rs. 100/-


Rs. 500/-


Max. 24 Month


Max. 48 Month


Nil


Nil

Share Money Contribution

2.5% of the Loan Sanctioned.

4. How How To To Ap Apply ply: An application in Bank’s Prescribed Form duly filled up having having been affixed with the Photographs of the applicant/s and guarantors along with their signatures signatures to be supported supported by the papers papers / documents documents detailed detailed as under. under.


Income Proof.



Copy of I.T Pan Card.






Proof Proof of Reside Residenti ntial al Proper Property ty owned owned by the the appli applican cantt / member member of of the



Copy of Driving License.

family. 


26



Statement of A/c for Loan / Advance facility availed from other Bank / F.I

For the Guarantors: Guarantors: 

Photo I.D.









Income Proof.

2.6) 2. 6) HO HOME ME LO LOA AN 1. Elig Eligib ibili ility ty Cri Crite teria ria:: Any person having sufficient repaying capacity, for the purpose of Purcha Purchase se or Constr Construct uct a House House Prope Property rty and and reside residence nce with within in the Distr District ict – Surat Surat are are eligi eligible ble for the the Home Home loan loan at Sarv Sarvoda odaya ya bank bank.. For Loan Loan maximu maximum m up to 85 % of of the the Pur Purc chas hase Cos Costt as as per per Sale Sale Agre Agreem emen entt or Cost Cost of Constructi Construction on as per per Constructi Construction on Agreement Agreement in case case new Constructi Construction on or Valuation Valuation by the appro approved ved velour velour of the Bank whichev whichever er is less. Loan amount amount will depend upon the repaying capacity of the applicant and the worth of the personal guarantees offered.

1. Pers Person onal al Guar Guaran ante tee: e: of at least two persons persons having having income income / asset asset expectable to the Bank.

2. Prim Primary ary Secu Securit rity: y: Mortgage of the House Property. 3. Rate Rate of Inter Interest est Floa Floatin ting g Scheme Scheme:: 10 %. (Shall be changed if required by the bank after a Period of 2 years)

4. Rate Rate of Intere Interest st Fixe Fixed d Schem Scheme: e: 11 %. 5. Interest Interest Scheme Scheme once selected selected at the the time time of disbur disbursemen sementt can’t can’t be changed afterwards. 6. Proc Proces essi sing ng Cha Charg rges es:: Minimum Minimum Rs. 250/250/- Or 0.50 % of the Sancti Sanctioned oned Amount out of which Rs.250/- to be deposited at the time of submission of the loan application.

7. PrePre-Pa Pay yment ment Char Charge ges: s: Nil 8. Share Share Money Money Contrib Contributi ution: on: 2.5 % of the t he Loan Sanctioned.

27

9. Tenu Tenure re For For Rep Repay aymen ment: t: Maximum 180 Months, depending upon the age of the applicant/ co-applicants.

10.How to Apply: An application in Bank’s Prescribed Form duly filled up having been affixed with the Photographs of the applicant/s and guarantors along with their signatures to be supported by the papers / documents detailed as under.


Income Proof.



Present Residential Address Proof.



Copy of Sale Agreement in case of purchase of house property.



Copy of I.T Pan Card.

In case of construction: 

A copy of Construction agreement. agreement.



A copy of sale-deed of the land. land.



A copy of approved plan along with the permission granted by S.M.C.






Statement of A/c for Loan / Advance facility availed from other Bank / F.I.


Phot Photo o I.D. I.D.









Income Proof.

2.7)) PRO 2.7 PROPER PERTY TY MORT MORTGA GAGE GE LOAN LOAN 1. Elig Eligib ibili ility ty Cri Crite teria ria:: For the purpos purpose e of Business Business bank bank can appro approve ve loan maximu maximum m up to 50 % Valuation Valuation of the property property by by the Bank’s Bank’s approve approved d velour. velour. Property Property offered offered for mortgage requires Titles Clearance certificate from Bank’s approved advocate advocate (This requires requires before before disburse disbursement ment of of loan). loan). Loan amount amount will will depend upon the repaying capacity and nature of business of the applicant and the worth of the personal guarantees offered.

28

2. Pers Person onal al Gua Guara rant ntee ee:: of at least two persons having income-asset expectable to the Bank.

3. Prima Primary ry Secu Securit rity y: Mortgage of the Property offered. 4. Ra Rate te of of Inte Intere rest st:: 13 % 5. Proc Proces essi sing ng Cha Charg rges es:: At the prevailing rates of the Bank from time to time.

6. PrePre-Pa Pay yment ment Char Charge ges: s: Nil 7. Share Share Money Money Contri Contribut bution ion:: 2.5 % of the t he Loan Sanctioned. 8. Tenu Tenure re for for Re Rep pay ayme men nt: Maximum 60 Months. 9. How How to to App Apply ly:: An application in Bank’s Prescribed Form duly filled up having been affixed with the Photographs of the applicant/s and guarantors along with their signatures to be supported by the papers / documents detailed as under.

For the Applican Applicant/s: t/s: 

Income Proof.



Proof regarding Registrations

Property to be mortgaged at

of the business.

the time of mortgage.



Proof

regarding



place

of






business.. business 

Original Title deeds of the

Copy Co py of I. I.T. T. Pa Pan n Ca Card rd of th the e



Statement of A/c for Loan /

applicant/s.

Advance facility availed from

Residential Address Proof of

other Bank / F.I.

the applicant/s.

For For the the Guara Guarant ntor ors: s: 

Photo I.D.









2.8)) OVE 2.8 OVER R DRA DRAFT FT FA FACIL CILITY ITY 1. Elig Eligib ibili ility ty Crit Criter eria ia:: 29

Income Proof.

For the purpose of Business bank can approve loan maximum up to 50 % Valuation of the property by the Bank’s approved approved velour. Property offered for mortgage requires Titles Clearance certificate from Bank’s approved advocate (This requires requires before disbursement disbursement of loan). Amount of Credit Facility will depend upon the nature of business of the applicant and the worth of the personal guarantees offered.

Personal Guarantee: at least two persons having income / asset expectable to the Bank

Primary Security: Mortgage of the Property offered. Rate of Interest: 14 %. Processing Charges: At the prevailing rates of the Bank from time to time. Pre-Payment Charges: Nil Share Money Contribution: 2.5 % of the Loan Sanctioned. Renewal: Limit required to be renewed every every year. year. Tenure for Repayment: This limit will be reduced @ 20 % every year at the time of renewal and required to be satisfied in full on or before 5 years.

2. How How to to Ap Apply: ly: For the Applicant/s: 

Income Proof.




Property to be mortgaged at

of the business.

the time of mortgage.



Proof

regarding



place

of







Original Title deeds of the

Copy of I.T. Pan Card of the



Statement of A/c for Loan /

applicant/s.

Advance facility availed from

Residential Address Proof of

other Bank / F.I.

the applicant/s.


Photo I.D.









30

Income Proof.

2.9)) CA 2.9 CASH SH CRE CREDIT DIT FA FACIL CILITY ITY 1. Elig ligibil ibilit ity y Crite riteri ria: a: For the purpose of Business bank can approve maximum credit up to 20 % the annual annual sales sales Turnover Turnover by by the Bank’s Bank’s approv approved ed velour. velour. (Own contribution @ 5 % of the C.C. Limit Limit sanctioned is required). Amount of Credit Facility will depend upon the nature of business of the applicant, offering of collateral security and the worth of the personal guarantees.

3. Pers Person onal al Guar Guaran ante tee: e: of at least two persons having income / asset expectable to the Bank.

4. Prim Primary ary Secu Securit rity y: Hypothecatio Hypothecation n of Stock Stock & Book Book debts (i.e. not not more than 60 days.)

5. Colla Collate teral ral Sec Secur urity ity:: Not required for Limit below Rs. 2.00 lacs. 6. Dr Draw awin ing g Po Power: wer: 65 % of the Paid stock Plus Book debts for not more than 60 60 days days on submis submission sion of the stock stock – book debt statem statements ents every month (i.e .D.P. will will not exceed the sanction limit).

7. Ra Rate te of of Inte Intere rest st:: 11.50 % 8. Proc Proces essi sing ng Cha Charg rges es:: At the prevailing rates of the Bank from time to time.

9. PrePre-Pa Pay yment ment Char Charge ges: s: Nil 10.Share Money Contribution: 2.5 % of the Limit Sanctioned. 11.Renewal: Limit required to be renewed every year. Tenur Tenure e for Repay Repaymen ment: t: This limit will be reduced @ 20 % every year at the

time of renewal and required to be satisfied in full on or before 5 years. How to Apply:


Income Proof. 31






of the business. 

Proof

regarding

applicant/s. place

of




Copy of I.T. Pan Card of the

Residential Address Proof of the applicant/s.

Original Title deeds of the Property to be mortgaged at the time of mortgage.






Statement of A/c for Loan / Advance facility availed from other Bank / F.I.


Photo I.D.









Income Proof.

2.10 2. 10)) MA MACH CHIN INER ERY Y LOAN LOAN 1. Elig Eligib ibili ility ty Cr Crit iteri eria: a: For purchase of new machinery for the purpose of Business, Bank can allowed allowed Maximum Maximum Loan facility facility @ 75 % of the Cost Cost of machinery. machinery. Amount Amount of Loan will depend upon the repaying capacity, Nature of business, offering of collateral security and the worth worth of the personal personal guarantees. guarantees.

Personal Guarantee: of at least two persons having income / asset expectable to the Bank.

Primary Security: Hypothecation of Machinery. Collateral Security: Not required for Limit below Rs. 2.00 lacs. Rate of Interest: 12.00 % Processing Charges: At the prevailing rates of the Bank from time to time. Pre-Payment Charges: Nil Share Money Contribution: 2.5 % of the Limit Sanctioned. Renewal: Limit required to be renewed every year.

32

Tenure For Repayment: Loan to be repaid in maximum 60 EMI. How To Apply: Same as Methodology of C.C facility.

2.11) loan against security

Sr.

Types of Loan

Maximum Limit

Rate of Interest *

1

Against pledge NSC/KVP

80% of Face Value

10%

2

Against As Assignment of of LI LIC

90% Of Surrender

10%

Policy

Value

Against No Non-c n-cum. RB RBI/UTI

70% face value

10%

Against pl pledge of of Go Gold

Rs.9500 per every 10

11%

ornament

Gms.

Against FDR

90% of FD Amount

3

Bond 4

5

FD Rate + 1%

2.12) Variou Various s Depos Deposit it Schem Schemes: es: FIXED DEPOSIT DEPOSIT SCHEME SCHEMES S

FLEXI DEPOSIT 

Sr.

Period(Days) Rate of

In Multiplication of Rs.1000/-

Interest 

1. 30 to 45

4.50%

2. 46 to 90

5.50%

3. 91 to 180

6.50%

4. 181 to 365

7.50%

5. 366 to 730

9.00%

6. 731 to 1095

9.50%

7. 1096 to 1825

10.00%

8. Above 1826

9.00%

Minimum Minimum Rs.10 Rs.10000/000/- Thereafter Thereafter

Maximum

Period

Up

To

5

Years. 

1% Less Of Above Interest Rate.



Withdraw able before maturity in parts in multiplication of Rs. 1000 1000//- as and and whe when n nee neede ded d without charging penal interest.

33

GOLDEN MONTHLY INCOME PLAN (GMIP) Get monthly interest by investing in this scheme. Facility to get monthly interest credit to savings account with our bank or get cheque for monthly interest in advance for the entire tenure tenure of deposit. deposit.

RECURRING DEPOSIT

Sr .

Months

Amount

Rate

Maturity Amount (Rs)

1.

12

100

9.00%

1260.00

2.

24

100

9.50%

2651.00

3.

36

100

10.00%

4208.00

4.

48

100

10.00%

5911.00

5.

60

100

10.00%

7791.00

REINVESTME REINVESTMENT NT DEPOSIT SCHEME SCHEME In this scheme customer will get interest RE-INVESTED on deposit amount. Minimum period of deposit would be 15 months & above. 

Mobile Banking:

Mobile banking (also known as M-Banking) is a term used for performing, account transactions, transactions, credit applications, balance balance checks payments, payments, and other banking banking transactio transactions ns through through a mobile device device such such as a mobile phone phone or Personal Digital Digital Assistant (PDA). The earliest mobile banking services were offered offered over SMS, a service service known known as as SMS bankin banking. g.

Mobile Banking Banking Service over Application/Wireless Application/Wireless Application Application Protocol (WAP) The service is available on java enabled /Android mobile phones (with or without GPRS) where the user is required to download the application on to the mobile handset. The service can also be availed via WAP on all phones (java/non java) with GPRS connection. 34

The following functionalities are available: 

Funds transfer. (within and outside the bank)



Interbank Mobile Payment Services. (IMPS)



Enquiry services. (Balance enquiry/ Mini statement)



Cheque book request.



Demat Enquiry Service.



Bill Payment (Utility bills, credit cards, Insurance premium), Donations, Subscriptions



Mobile Top up.

Business Rules: All Current/ Savings Bank Account holders in P segment are eligible. Transaction Transaction limit per per customer customer per per day is Rs.50,000 Rs.50,000//- with a calend calendar ar month limit of of Rs.2,50,000 Rs.2,50,000//- All customers customers can avail avail the Servi Service ce irrespectiv irrespective e of their telecom service provider. The Service is free of charge. SMS/GPRS cost will be borne by the customer.

Mobile Banking Service over SMS: The service is available on all phones (java/non java) with/without GPRS connection. No need to download the application. Ordinary SMS charges are applicable. The following functionalities are available: •

Enquiry Services (Balance

•

Enquiry/Mini Statement) •



IMPS IMPS--

Mob Mobile ile

to

Mob Mobile ile

Transfer

Mobile Top up

•

Change MPIN

Stamp Franking:

Franking (or "franks") are any and all devices or markings such such as postage stamps stamps (including (including those those pre-printed pre-printed on postal postal stationery stationery), ), printed printed or stamped stamped impressions,

coding,

labels,

manuscript 35

writings

(including

"privilege"

signatures), and/or any any other authorized form of markings affixed or applied to mails to qualify them to be post ally serviced.

36

CHAPTER: 3 INTRODUCTION TO THE RESEARCH

37

3.1) Lite Literatu rature re Review Review Defi Defini ning ng and and mea measu suri ring ng qua quali lity ty in in serv servic ices es migh mightt be dif diffic ficul ultt due due to the the intangible nature nature of the service offering. offering. The researches on service service quality have been carried carried out within within the framework framework of widely accepted accepted service service quality quality servq servqual ual instru instrumen mentt since since then; then; many many resea research rchers ers hav have e used used the the 22-ite 22-items ms scale scale to study study service service quality quality in different different sectors sectors of the the service service industry industry including financial institutions… The service service quality quality model was was derived derived from the magnitude magnitude and and directions directions of five gaps as follows:

Gap 1 (Understanding): the difference difference between between customer customer expectation expectations s and management perceptions of customer customer expectations expectations

Gap 2 (Service Standards): the differe difference nce betwe between en servic service e qual quality ity specifications and management perceptions of of consumer expectations. expectations.

Gap 3 (Service Performance): the diffe differen rence ce betw between een servi service ce quali quality ty specifications and the service actually delivered.

Gap 4 (Communications): the differ difference ence between between service service delive delivery ry and and what what is communicated communicated about the service to customers.

Gap 5 (Service Quality): The diff differe erenc nce e between between custom customer er expec expectati tation on of service quality and customer perception of the the organization’s performance performance

Quality is the keyword for for survival of organizations in the global economy. Orga Organiz nizat atio ions ns are are undergoing a shift from a production-led philosophy to a cust custom omer er-f -foc ocus used ed appr approa oach ch.. Comp Compet etit itiv iven enes ess s of a firm firm in the the post post-l -lib iber eral aliz ized ed era is determined by the way it delivers cu customer se service. Quality is the keyw eyword for for survival of organizations in the the global economy. Organizatio tions are undergoing a shift from a production-led philosophy to a customerfocused approach. Competitiveness of a firm in the post-liberalized era is deter determi mine ned d by the the way way it deli delive vers rs cust custom omer er ser servi vice ce..

I have collected the three different repots which somewhere related with the Banking and Service sector which really gives good conclusions. This was very helpful to me for the decision making and analysis of my research. The findings and their conclusion conclusion has been included included here for more reference and 38

their source also been included in the Bibliography in the part of literature review.

Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Perceived Value: (2012) (2012) (page No: 17, 18, 18, 19, 20) 20) (worded (worded by Saif Ullah Ullah Malik) ” Regressio Regression n and correlation correlations s analysis analysis The results results of testing testing mediating mediating model using a stepwise regression analysis are shown in Table 4. In this model testing, independent variable in Step 1 was then followed by entering, mediating variable in Step 2. An examination of multicollinearity in the coefficients table shows that the tolerance values for the relationship between the independent variable (i.e. perceived service quality) and the dependent variable (i.e., customer satisfaction) were 0.986., indicating the variables variables were were not affected affected by multicolline multicollinearity arity problem. problem. The outcomes outcomes of testing hypotheses in two Steps: Step 1 showed that relationship between perceived value and perceived service quality are significantly correlated with customer satisfaction (β=.306, p<0.001), therefore H1 supported.”

Measuring Service Quality in Retail Banking Sector in Context of Gujarat: Gujarat: (2012) (2012) (Page (Page No: 43) (worded (worded by parmita parmita Mehta): Mehta): “When compared with customers’ customers’ expectations, expectations, reliability dimension of of service quality shows the highest shortfall considering all banks together and the dimension of

assurance shows the smallest smallest gap. The type type of account is the

demographic variable in the given context that could be used to profile t he two segments. Responsiveness is the most important dimension in influencing overall quality perception, overall customer satisfaction, likelihood for recommendation and loyalty intention. The tangible is the second most important dimension in influencing the above constructs.”

Determining the gap between customer Expectation and perception In retail Banking: (2012) (Page No: 26) (worded by Ganesh P and Dr. R Nandagopal) “The study confirms that there is significant gap between the customers expected service and perceived service level in retail banking across all service quality dimensions, which leads to dissatisfaction and noncommittal approach approach towards the service provider.

A customer is not just

money in the cash register. He is a human being with feelings and deserves 39

to be treated with respect.

Any business business without a focus on customer

satisfaction is at the mercy of the market. Without loyal customers eventually a competitor will satisfy those desires and your customer retention rate will decrease.”

Customer Customer percep perception tion on service service quality quality in banking banking sector: sector: with special special reference reference to Indian Indian private private banks in Morada Moradabad bad region: region: (2012) (2012) (Page No: No: 600, 60 0, 601 601,, 602) 602) (wo (word rded ed by by Vibh Vibhor or jai jain, n, Dr.S Dr.Son onia ia Gup Gupta, ta, Smri Smrita ta Jai Jain) n) “ There There is an urgent need for the banking services to reaffirm themselves in view of the cutthroat cutthroat competiti competition, on, which which is close on the anvil. anvil. The banks banks shall have to reorient themselves in terms of the customer service parameters to instill the concept concept of quality service in the mind of the customer and therefore the growth. growth. Strategicall Strategically y speaking, speaking, the banks banks in the private private sector sector should focus more on improv improving ing the infrastructu infrastructure. re. The infrastr infrastructur ucture e not only only involves the information technology technology input in the branches but also the physical evidence, internal environment environment and layout. This is due to the fact that recently like in other services, in banking also the internal ambience of the organization has a positive impact impact on the customers. The customers customers trust the public sector banks. These banks have existed in the market for a longer period than the private sector sector banks. The reliability factor is a positive positive factor for these banks. They should position themselves in the market on the basis of this this dimensi dimension on and and promote promote themselv themselves es aggres aggressively sively.. This will not not only help them survive the present onslaught from private sector banks, but also be competitiv competitive e in the market. The The Private Private sector sector Banks should should be improved improved in such point of view the growing needs needs of the customers customers are evident evident from the wide array array of services services being offered offered by the banks banks like insurance insurance,, mutual funds, funds, depository depository services, services, etc. According According to Reserve Reserve Bank of India, India, the voluminous increase increase of 14,85,643 14,85,643 crores in the retail financing schemes of the various various banks banks indicates indicates the varied varied needs of the customer customers, s, in which the private private sector banks have have emerged emerged as the significant significant players. players. This in turn points towards the degree of readiness, which these these banks are demonstrating demonstrating towards towards the custom customers ers and their their needs. needs. Besides Besides this, these these banks banks should follow the strategy of differentiation of service offers offers from one one another. Last but not the least, the customer base of the public sector banks is very big as 40

compared to the private sector sector banks, therefore it is important to retain them with the banks. banks. It becomes becomes imperative imperative for the private private sector sector banks banks to train train their employee employees s to treat the customer customers s with empathy. empathy. This can can give the the required required leading leading edge edge and and finally finally the competiti competitive ve advantag advantage e over the public public sector banks. The study indicates that the responsiveness is a most critical factor. The private sector sector banks like HDFC & ICICI ICICI Bank have emerged emerged as the leading leading bankers bankers.. It is more more so due to the fact fact that they have have prove proven n to be be more more respon responsiv sive e to the cust custome omers’ rs’ needs. needs. How Howeve ever, r, in order order to be more more successfu successfull in the market, market, the private private sector sector banks shall shall have to be more more innovativ innovative e in terms of the produc productt offers to the the customers customers and and compete aggressively in the market. The other aspect however, which which needs to be strategiz strategized ed is the reliab reliability ility.. As indicated indicated by the study, study, the private private sector sector HDFC bank bank leads in reliability reliability when compare compared d to the other private sector sector banks. Therefore, these banks should make relevant strategies for gaining reliability….”

Custom Customer’ er’s s percep perceptio tion n of serv service ice qual quality ity of Stat State e Bank Bank of India India - A Factor Analysis: Analysis: (2011) (Page No: 24) (Dr. (Dr. Mrs. G. Santhiyavalli) Santhiyavalli) “ Service quality should be used as a strategic tool to get a competitive advantage over the competitors. With the increasing levels of globalization of the Indian banking industry, and and adoption of universal universal banks, banks, the competition in the banking industry has intensified. Any where’ and ‘any time banking now become a reality .Recognition of service quality now acts as a competitive weapon. Analysis of gap score reveals that in State Bank of India ‘Empathy’ has maximum average score of 3.240 among other four dimensions. The factor analysis clearly indicates that among five dimensions ‘Reliability’, ‘Responsiveness’,

‘Empathy’

and

‘Tangibility’

are

the

major

factors

responsible for customer satisfaction which stood at 90 percent regarding the services provided by State Bank of India. Thus based on the percent level of customer satisfaction, the State Bank of India has scope to improve the quality of the service rendered to its customers to ensure their loyalty.”

Service Quality Perception and Customers’ Satisfaction in Internet Banking Service: A Case Study of Public and Private Sector Banks: 41

(2011) (page No: 63) (Dr. Vijay M. Kumbhar) “In the modern banking service internet banking banking is one of the convenient convenient banking services. It provides wider benefits to the customers. All banks were not providing quality internet banking services.

Our study indicates that, overall overall service quality and and

customer satisfaction in internet banking services is approximate same. However, dimension wise service quality was differed by type of banks. The second hypothesis hypothesis of this study has been tested tested using correlation test. Here spearman’s rho non-parametric correlation test was performed to understand understand correlation between each of service quality dimensions and overall customer customer satisfactio satisfaction n in Internet Internet banking. banking. As per SPSS 19.0 19.0 user manual manual multiple multiple correlation test is useful to assess relation between multiple independent variable variable and and one one depende dependent nt variable. variable. Therefo Therefore, re, we we have have performed performed spearman’s rho non-parametric non-parametric correlation test and result shows shows that there was a significant relationship between all dimensions and overall customer satisfactio satisfaction, n, it leads to accept accept null hypothesis hypothesis The present present research research evidenc evidence e that that most most of inte interne rnett banki banking ng users users were were male male (81.2% (81.2%), ), with with a age age group group between 25 to 35 (34.7%), 36 to 50 years (34.8%), graduates (49.5%), post graduates (41.1%), (41.1%), Businessman (36.4%), employees employees (31.6%). Income wise wise data shows shows that there most of users were belongs belongs to middle income income group. About 56.45% users were from annual income group of Rs 3 to 8 lacs; 18.30% were from annual annual income group group of more than 8 lacs and remaining was from annual annual income income group of below below than Rs. Rs. 3 lacs. This data indicates indicates that that rej rejec ectt null null and and acc accep eptt alte altern rnat ativ ive e hypo hypothe thesi sis s – 1 i.e. i.e. Alt Alt:: All All type types s of customers are not using internet banking services i.e. male and female; semi literate and highly literate; belongs to all professions; belongs to low and high income group

Service Service Quality Attributes Attributes Affecting Affecting Customer Customer Satisfaction Satisfaction in Banking Banking Sector of India: (2010) (page No: 97) (worded by Uma Sankar Sankar Mishra, Jyoti Jyoti Ranj Ranjan an Das, Das, Sanjib Sanjib Pattna Pattnaik, ik, Ayasa Ayasa Kant Kanta a Mohan Mohanty) ty) “Delivering superior service quality appears to be a prerequisite for success of any service firms. As electronic banking becomes more prevalent, now-a-days customers are evaluating banks based more on their “high-touch” factors than on their “high-tech” factors in most of the developing economy like India. The 42

operationalization of customer satisfaction in banking sector is somewhat hazy, and it should be operationalized along the same dimensions that constitute service quality. In this context, two proposed structural equation models (SEMs) show the relationship between customer satisfaction on bank services and the attributes of the perceived service quality. The proposed models identify service quality attributes to improve, with the aim of offering bank services characterized by higher levels of quality…..”

Analysis of service quality gap and customers ‘satisfaction in private banks: (2010) (page no: 1 to 17) (worded by Dr. S.P. Singh, Ms. Sunayna Khurana) “The results of Gap 5 analyses showed that customers’ perception for private private banks in Hissar Hissar District District was lower lower than their expecta expectations. tions. In attributes like “Bank staff giving customers best interest at heart”, “Personal attention given” , “Friendliness and courtesy of Bank staff”, “When My Bank promises to do something by a certain time, it will do so”, “Individual attention given by Bank staff” ,the service service quality gap were high (more than -1.00). The bigger is the gap the greater the need to improve the level of service quality. The study also found that male customers are dissatisfied with attributes like “Bank staff giving customers’ best interest at heart”, on the other side females are dissatisfied with other attributes as “Personal attention given by bank employees”. This means that banks have to give more importance to such attributes and must take steps to reduce the service quality gap. The study noted that perception &expectation of males & females related to 15 attributes of service quality are same. This explains that these fifteen attributes are of importance for both group of customers (male & female).Related to overall satisfaction with the banks services; it was also found that male customers are little more satisfied than female customers as the mean value of satisfaction level of male (3.43) is more than the mean value of satisfaction level of female customers (3.33). The study also revealed that there is no significant difference between the Satisfaction level of male & female customer related to Overall satisfaction, Personal Contacts of bank employees and Quality of Banking Services. This means that bank customers whether they are male or females are just satisfied with services of private banks. banks. They have more expectat expectations ions with banks banks.. Therefore Therefore the the Private Private Banks Banks 43

Table Table 4: Hypot Hypothes hesis is testi testingng- h2, h3, h3, h4, anal analys ysis is of serv service ice qual quality ity gap and and customers’ satisfaction satisfaction in private banks18should banks18should adopt measures measures to reduce reduce the servi service ce quality quality gaps gaps specially specially related related to attributes attributes likes “Bank staff giving giving customers best interest at heart”, “Personal attention given” , “Friendliness and courtes courtesy y of Bank staff”, “When “When My Bank promise promises s to do something something by ascertain ascertain time, it will do do so” and and “Individ “Individual ual attentio attention n given given by Bank staff”. staff”.

Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia (2010) (page no: 402, 403) (worded by Jayaraman

Munusamy,

Shankar

Chelliah

and

Hor

Wai

Mun)

“Undoubted “Undoubtedly, ly, no busine business ss can exist exist without without custom customers. ers. In the philosophi philosophical cal words words of Peppers Peppers and Rogers Rogers “The “The only value your company company will ever ever create is the value that comes comes from customers customers—the —the ones you have have now now and and the ones you will have in the future. future. This is absolutel absolutely y true. Customer Customer value value is an asset asset to the organ organiz izatio ation. n. Hence Hence,, in order order to mainta maintain in the custo customer, mer, the the organizat organization ion needs needs to ensure ensure that the right product products s and service services, s, supported supported by the the right right promoti promotion on and maki making ng it ava availa ilable ble at at the righ rightt time for for the the customers. customers. While quality quality service service and merchandi merchandise se are are essential essential in today’s today’s competitiv competitive e market, market, it is equally equally important important that a customer customer exper experiences iences the "Wow Effect" Effect" that only superior superior customer customer service service can can deliver. deliver. A business business that cate caters rs to the their ir cus custo tome mers rs`` need needs s wil willl inev inevit itab ably ly gai gain n the the loya loyalt lty y of the their ir customers, customers, thus resulting resulting in repeat repeat busine business ss as well as potentia potentiall referrals referrals.. Conseq Consequen uently tly,, it is imperat imperativ ive e that busin business esses es get to know know their their custo customer mers. s. Establishi Establishing ng a professio professional nal relationsh relationship ip with with customers customers empowers empowers us with the knowl knowledge edge of what what our customers customers need. need. When a business business focuses focuses on delivering delivering what what is of value value to their their customer customers, s, this will generate generate the potenti potential al for repeat repeat business business as well. well. The feedbacks feedbacks from the survey survey is a testament testament to to the customer customer satisfactio satisfaction n hypothes hypothesis is most definitely definitely,, there exists exists a positive positive relationshi relationship p between between reliabi reliability lity with with custome customerr satisfac satisfaction. tion. Similarly, Similarly, the the other other attributes, attributes, such such as; as; assuranc assurances, es, tangibl tangibles, es, empathy empathy and respo responsiv nsiveness eness all have positiv positive e relationship relationship with customer customer satisfacti satisfaction. on. It is far more more difficult difficult to measu measure re the level level of perfor performan mance ce and and satisf satisfact action ion when when it comes comes to the the intangible intangible expectatio expectations. ns. One One of of the ways ways to help obtain obtain loyal loyal customers customers is by by having having products products and and services services that that are so good good that there is very very little little chance chance 44

that that the custo customer mer req requir uireme ements nts will will not be be met. met. Of cour course, se, one of the the diffi difficu cult ltie ies s in unde unders rsta tand ndin ing g the the true true cus custo tome merr requ requir irem emen ents ts is is that that the the customer customer can and and will will change change them them without without notice notice or excuse. excuse. Having Having a good good recovery recovery process process for a dissatisfy dissatisfy customer customer is a very important important and and necessary necessary process process for any service service organiza organization. tion.

Banki ankin ng Se Servi rvice ces s and its its Barri arrier er:: (20 (2007) (Pag (Page e No No: 57) 57) Wor Worded ded By (Thorsten Beck, Beck, Asli Demirguc-Kunt Demirguc-Kunt and Maria Soledad Martinez Martinez Peria) “This paper is the first effort to systematically document the existence of barriers to banking services. Using surve rveys of 193 banks in 58 countries, our data show significant variation in barriers to banking across countries. Though not without limitations, we think that this effort is important in identifying and understanding the channels through which financial exclusion works orks.. Barr Barrie iers rs lik like hig high minim inimu um dep deposit osit bala alances nces,, mini minimu mum m loan oan amou amount nts s and fee fees can lead to exclusion by making these products unaffordable for larg large e shar share es of the the pop populat ulatio ion. n. As a first attempt at capturing quantitative measures of cross-country diff differ eren enc ces in barri arrie ers to banki ankin ng alo along the the dime imensio nsions ns of phy physica sicall access, ess, affor fordability and and eligibility, ty, this pap paper is compl mplementary to othe ther efforts to collect data on access to financial services at the aggregate, firm- and househ household old lev levels els.. We are are still still very very much much in the the beginn beginning ing of of this this work work and richer data sources and in-depth analysis are needed to improve our unde unders rsta tand ndin ing g of acces access s and and its impa impact ct on econ econom omic ic outc outcom omes es.” .”

Report for for E-Banking Service and Customer Customer Review: (2007) (page (page No: 74) Worded By (Dr. Himani Sharma) “Reg “ Regar ardi ding ng bank banker ers’ s’ pers perspe pect ctiv ives es on ebank bankin ing g acti activ vitie ities s of custo ustome mers rs,, the the stud study y rev reveals eals tha that ther there e is not muc much awar awaren enes ess s in Indi Indian an cust custom omer ers s rega regard rdin ing g use use of e- bank bankin ing g serv servic ices es.. But, But, the the guid guidan ance ce and and pers persua uasi sion on by bank banker ers s does does prom promot ote e the the use use of such uch serv servic ices es amongst the custom tomers. There is greater incidence of e- banking usage among the middle age men (30 to 50 years of age); and women customers use use such such serv servic ices es much much less less frequ frequen ently tly.. Oc Occu cupa pati tion on-w -wis ise, e, the the prof profes essi sion onal als, s, foll follow owed ed by busi busine ness ss clas class, s, make make more more use use of e-b e-banki anking ng serv servic ices es.. Bank Banker ers s are satisfied regarding the retention rate and access rate of e-banking 45

custom customers ers and and they they are also also satisfi satisfied ed with with switc switch h over over rate of of custom customers ers from from trad tradit itio iona nall banki anking ng to e-ba e-bank nkin ing g. Regar egardi din ng imp impact of e-ba e-bank nkiing, ng, the the study tudy indi indica cate tes s that that e-ba e-bank nkin ing g help helps s in impr improv ovin ing g the the rela relati tion onsh ship ip betw betwee een n bank banker ers s and custom tomers. The bankers expressed confid fidence that such bonds would brin bring g impr improv ove ement ment in the the overal eralll perf perfor orma manc nce e of banks anks.. The The willin lling gness ness to use the e-Banking is directly related to the frequency of usage. There should be seminars/workshops/talks on the the healthy thy usa usage of e- Banking, espe especi cial ally ly for for thos those e who who are are ATM ATM or comp comput ute er illi illite tera rate tes. s.””

Brief report report on SMME’s SMME’s measure of satisfaction with banking services: services: (2008) (2008) (page no: no: 1 to 4) worded worded by (Professo (Professorr N Biekpe) Biekpe) “The findings strongly strongly indicate indicate that that SMMEs’ SMMEs’ are general generally ly not happy happy with with the core servic services es they they recei receive ve from from their their bank banks. s. How Howeve ever, r, when when asked asked wheth whether er they they will will consider consider changing changing their their banks banks they were were very reluctant reluctant to do so because because they they felt that that the situation situation will will be similar similar in other competing competing banks. banks. The main main worry to SMMEs SMMEs is bank bank charges charges and advice advice services services provided provided by their their banks banks.. …….”

Report for which field Bank’s Service should be Focused: Operation or Marketing:

(2009)

(page

No:

45)

Worded

By

(Ankita

Singh) “The “ The proj projec ectt oppo opport rtun unit itie ies s prov provid ided ed was was mark market et segm segmen enta tati tion on and and iden iden tifying tifying prospectiv prospective e

custome customers rs

in in potential potential

geographic geographical al location location

and convincin convincing g them them to attract attract more more customers customers so that that new business business opportunities of the bank can be explored. Through this project, it could be concluded that that people are not much much aware about the various various products and services of the bank bank and many of them not interested to open an account, account, to invest money at all. The conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector.”

Customer Customer Satisfacti Satisfaction on measuremen measurementt in private private bank sector: sector: ( 2005) (page (page No: No: 143) 143) Worded Worded By (Robert (Robert Rele) Rele)“The

presented

customer

satisfaction survey took place in two different branches of the Commercial Bank of India in the area of the city of Pune. I have found that in bank sector has a lot opportunity because of a lot of dissatisfaction dissatisfaction and grievance 46

has been evaluated by statistical tool. The progress of Banking environment will be high rezone behind this is not only it is related the financial management but also a lot of improvement is expected by their customer for the bank services. belo below… w……… ………” …”

A more

detailed presentation is presented

Meas Measur urin ing g Serv Servic ice e Qua Quali lity ty:: Stud Study y on Priv Privat ate e com comme merc rcia iall

Bank in India and Bangladesh: Bangladesh: (2002) (page No: No: 46) Worded By (Mohammad The res researc earch h on meas measur urin ing g serv servic ice e quali uality ty has foc focused used Mizenure Rahaman)The primarily on how to meet or exceed the extern external al custom customer’s er’s expecta expectatio tions ns,, and has viewed service quality as a measure of how the delivered se service lev levels els equa equali liz ze cons onsumer’ mer’s s exp expecta ectati tion ons. s. This This study tudy meas measur uriing serv servic ice e quality of PCBs in Bangladesh and even Ind India mainly stud tudied on clie lient expe expect ctat atio ion n and and perc percep epti tion on abou aboutt the the serv servic ices es on diff differ eren entt five five dime dimens nsio ions ns.. The There are several interesting ing con conclusion and research impl mplicatio tions draw rawn from these results. One of the primary causes of service quality design fai failure is the lack of understanding of the the evolving ing need and prefer ferences of targeted targeted customers… customers……” …”

3.2) Problem Statem Statement ent and Formulati Formulation on It is very first and most important step in the applied research process because because poorly poorly defined defined problem problem will will not generate generate useful useful results. results. Poorly Poorly defined problem cause confusion and do not allow to develop a good Research Design. The selected selected basic basic problem problem is to study, - Determine the deference of SSB’s

perceived perceived services services and Account Account Holders’ Holders’ expected expected services services for SSB.

Many bank anks are far from the advantageous po position because of of scrawny

stomer expectation ions and ability to identify the gaps between the custo perception of service o f bank. If they are not able to id identify those ga gaps effec effecti tive vely ly any any bank banks s will will not not sust sustai ain n in the the sti stiff ff comp compet etit itio ion n. It is very fact and practical that if Account Account Holders are not satisfied with what they received received from from their their bank bank represe representativ ntatives, es, grieva grievance nce will increas increases es and 47

even negative negative outcome outcome will arise. arise. So, this this problem problem should should deeply deeply checked checked by doing research research work work on it. If it has done so, than it will very beneficial to the account holders and even management of the SSB. Hence, it should should be very clear that the problem is to analyze the gap between the service perception and account holders’ expectations. A result of this analysis analysis gives very clear clear idea to management of of SSB regarding the correct way and significance of the Bank services.

3.3)) Ob 3.3 Obje jecti ctive ve of the the study study Objective Objective is divided divided in two parts, parts, primary and and secondary secondary.. It suggests suggests the clear objective of this project report.

1. Prim Primary ary Obje Object ctiv ive: e: 

To analyze the financial sector with the help of SSB bank as one of the financial intermediately.



To study the SSB’s functions as whole.



To implement and and to get experience about about the Research Research Methodology as the beginner in this field.

2. Seco Second ndar ary y Objec Objectiv tive: e: 

impact ct of se serv rvic ice e qual qualit ity y and To analy nalyz ze the the impa and custom customer er satisf satisfact action ion of SSB.



ant dime imensions of service quality that To find the most important affect affect custome customerr satis satisfac factio tion n of SSB. SSB.



solution regarding regarding grievanc grievance e of Account Holder of To identify the solution SSB.

3.4) Sco Scope pe of the the Study Study The scope of the study is limited to Surat city and the study is undertaken through Cluster Sampling Method.

48

3.5) Signi Significance ficance of the Study 1. To the the Re Read ader er:: Better Better Unders Understand tand the quality of any bank’s services: services: This report is very help full to the entire individual including the SSB’s account holders is judge the any bank’s services though important criteria pot rat in this report. Any individual can easily clears their opinions and dilemma of any bank’s services.

2. To the the Man Manag agem emen entt of SSB SSB:: Study will enable SSB to better understand their Account Holders: A thorough survey and interpretation will provide deep insights into every acco accoun untt hold holder ers’ s’ exp expec ecta tatio tions ns and and the the SSB SSB will will und under erst stan and d them them in a much much better way. SSB can identify the grievance of their account holders holders and can can improve SSB’s drawbacks very easily to remove the prevailing grievance easily.

Study will allow SSB to design service method according to Account Holders’ Holders’ requireme requirements: nts: To stud study y this this repo report, rt, SSB SSB can can do bet bette terr mana manage geme ment nt whi which ch favo favors rs to the their ir account Holders. The Study will helps to the management of SSB to improve the Servic Service e standard standard as as per all kind kind of account account holders’ holders’ expect expectation ation.. The Gap Gap of Management Management percept perception ion and account account holders’ holders’ expectati expectation on will become become low by implementing this study.

3. To the res researcher: This project will clear the knowledge of various Bank services: At the end of this project, my knowledge regarding bank services will increases and even clear the banking service and methods.

49

It gives sufficient experience for conducting research methodology: By completing the research on the mention dilemma, I as a fresh researcher can get idea regarding how to do research. research. The methodology methodology and important criterion been known to me. This gives me better experience regarding the research and implementation. In this way it helps me to upgrading the skills of research in myself.

50

CHAPTER 4 RESEARCH METHODOLOGY

51

4.1) 4. 1) Re Rese sear arch ch Des esig ign n I am putting my research plan on the paper to make clear and transparent investigation for above above stated problem. This plan plan is as under: under: I am plannin planning g to conduc conductt the formal research within the time frame on summer training and within SSB’s office hours. To justify my research question I am planning to collect the relevant data from different sources like, SSB‘s office record, record, magazines, magazines, Business Business statistics statistics books, books, relevant relevant software software and even even from different different professiona professionals. ls. I am am pl planning to to use primary da data by questionnaire with the he help of of

communication study . To fill up the questi questionnai onnaire re I have decided decided to to go with simple random sampling. I am going to take 300 all types of account holders of SSB out of 1lack 1lack 20 thousand account holders. holders. (Population) hence it should should be clear that entire variable is in my control which suggests experimental

design. My objective objective is to identify the problem problem which which really really makes impact impact to other variables like services method, quality e t c. I want to study the gap between the perceived service of SSB and expected service of account holder of SSB. Meaning is to analysis what is the factor which influence to SSB service? This objective is based on causal study . The results and findings which I will derive from the end of this research it will influence to all the population of SSB. Hence my aim is to go with statistical

study. By reading up to here I should to clear that this research will based on field condition.

4.2) Collection of Data 1. Prim Primar ary y Da Data ta:: All the people from different profession were personally visited and interviewed interviewed.. They were being being the main main source source of the primary primary data data for this this research. research. The The method method of collection collection of primary primary data data was direct direct personal personal interview through structured questionnaire. 52

2. Seco Second ndar ary y Dat Data: a: It

was was

col colle lect cted ed

from from

inte intern rnal al

sour source ces. s.

The The

sec secon onda dary ry

data data

was was

coll collec ecte ted d on the the basi basis s of SSB’ SSB’s s offic office e file, file, offi offici cial al reco record rds, s, and and news newspa pape pers rs.. Also from reference book of research and business statistic, magazine and last management preserved information.

4.3) Sampl Sample e Design Design and size It was convenient for me to go with the sampling. This technique not only busts the speed speed of data data collecti collection on but but also create create accuracy accuracy of the result. result. I

300 0 as as a sam sampl ple e siz sizes es out out of of 1 lack lack 20 thou thousa sand nd all all type type of have taken 30 account Holders. To fill up the questionnaire I have made a plan, in which I will divide 300 questionnaires questionnaires in the part of approx approx 45 for each each branch of SSB, to get the view of all branch which situated at different location.

4.4) Da Data ta coll collect ection ion ins instrum trument ent As I decided to collect data through Primary data collection, I have selected the Simple Survey method for collection of Primary Data. In the Survey method, I have selected selected Personal Survey for his data data collection.

For the

collection of required Primary data, I have prepared the Questionnaire , which is enclosed at the end of the report. The Questionnaire includes questi question on such such as as multiple choice questions. As per resear research ch design design I have have decided to collect 300 all type of account holders of SSB from 1 lack 20

thousand population.

4.5) Pro Proces cessin sing g and and anal analyzi yzing ng the col collec lected ted dat data a When I complete my field survey, I processed the collected data and analyze it in a systematic manner so that I can easily derive results from it. In order to derive meaningful outcomes from data, I have formed the data in tables and then use various Statistical tools and interpret the data as it is shown in the chapter of findings and analysis of data.

53

CHAPTER: 5 DATE ANALYSIS AND INTERPRETATION

54

Q1: Account holde rs’ experience experience regarding regarding SSB’s intern l ambi ambian ance ce:: (Table 1)

Part articular Good

Account

Having Personal

Not attentive Unexpected negative

Environ ent

Attention

one

feeling

30

75

140

55

Holder

14% Ver Satisfied

4 %

Satisfied

22%

Neutral Dissatisfied

18% (Chat 1)

Interpretation: As seen in the above table, table, 47% accou account nt holders holders have Grievance that the Bank representativ s are not giving individual attention to them which they expected from the bank representatives. On other hand, only 10% Customer are in fewer of the

ank services. It’s not gives much attenti n to result which

derived from the Account Holder’s survey. It shows the dark line to management for their performance. There are only 25% account holders which are satisfied with the services. Hence, management has to take very rapid action to contr l this situation.

55

Q2. Q2. Expe Experi rien ence ce of Ac Acco coun untt Hol Holde ders rs,, when when they they appr approa oach ch for for the the any any kind of loan towards SSB. Particular

Flexible

Tedious

Depend on

Time Consuming

amount of lone Account

43

77

110

70

Holder (Table (Table 2)

70

110

77

43

0

20

40

60

80

100

120

(Chat (Chat 2)

Interpretation: As seen in the above table, out of 300 accounts holder 70 has given negative opinion which very problematic for bank because this may affect to the Bank credit policy.110 Account Holders has gives the diplomatic answers, which shows the red signal to the management because they may shift to the negative perception. 7 Account Holders has given negative opinion for the Credit policy. This Shows that 26% Account Holders are not willing to approach to bank for credit.

56

Q3. Acc Account ount holders’ holders’ knowledge knowledge regardin regarding g various various services services of bank. Particular

EBanking

ATM Services

MBanking

Insurance

Lockers Stamp Franking

Kiosk

Male

46

46

62

14

13

12

15

Female

28

50

21

10

30

0

13

Total

74

96

83

24

43

12

28 (Table (Table 3)

120 100 80 60

96 74

83

40 20

24

0

43

Male 12

28

Female Total

(Chart 3)

Interpretation: Sarvodaya Sahakari Bank has been fail to spread the knowledge knowledge regarding the stamp Franking, Insurance facility locker facility, and Kiosk facility. The Account Holders are not much aware regarding those facilities which have been provided provided by the bank. The lowest and shocking result is that only 4% Account Holders knows about Stamp Franking. And in the case of female candidate 0% awareness are counted. Knowledge of ATM services is highest in Account holders.

57

Q4. Satisfaction le el of Account Holders towards the le ding officer: Particular

Very Satisfied

Satisfi isfieed

Neutral

issatisfied

Very Dissatisfied

Friendly and courteous m nner

45

51

60

78

66

Knowledge of bank's products & Services Willingness to listen and r spond to your need

64

59

70

66

41

30

46

46

56

122

Fast and efficient efficient service service

22

18

23

96

141

Recognition of you as valued customer

46

50

70

77

61

Available to customers when needed Offer of other services or alternative means to meet your needs

77

65

70

65

23

25

23

68

61

100

(Tabl (Table e 4)

Friendly and courteous manner Knowledge of bank's products

Services

Willingness to listen and respond t your need Fast and efficient service

Recogniti n of you as valued cu tomer Available o customers when nee ed Offer of o her services or alternativ means to meet your needs (Chart 4.1)

58

160

141

140

122

120

80 60 40

100

96

100 78 66 64 7066 60 59 51 45 41

77 77 70 70 61 65 65 4650

56 4646 30

20

221823

68 61

23 2523

0

(Chart (Chart 4.2) 4.2)

Interpretation: As seen in 1st pie chart, we can say that as compare to satisfactory level dissatisfaction level is high in all the criteria of the analysis. Bank representatives are not at all attentive towards their customers. They are not proving as fast services as customer wants, wants, that’s why why the customers have highest dissatisfaction in this area. One positive outcome is that bank representatives are regular in service, because we can see that highest satisfaction level is here always always available to customers when needed. All over over performance is very negative for SSB bank, which shows red alert for the management.

59

Q5. How fast the Account holders’ problem has been sol ved:

Particular

Account Holder

Im ediately

56

Within 24 hours

63

Within 3-5 business d ys

75

More than 1month

106 (Table 5)

(Chart (Chart 5)

Interpretation: Here, Here, It is is clea clearly rly s en that that the solutio solution n for the the account account h lder’s problem is very slow. This can become the reason for account holde s’ grievances for dissatisfaction. If this process process been been revised, revised, it will will very ben ben ficial for bank to solve or to decrea e the grievance’s level which we have found in other cases.

60

Q6. Bank’s band i age as internal design:

Particular

Well

Account Holders

esigned

78

Convenient

very cr crowed

Distinctive image

59

124

39 (Table 6)

(Chart (Chart 6)

Interpretation: In toda today’ y’s s comp compet etiitive market, bank sector has been c reated their own distinguish brand i age. As comparing the globalized mar et, SSB’s layout and image has not put much significance towards their account holders and other potential cust mer. As the qualitative services, SSB have to focus on their lay out to make distinctive image and to fight with other nationalized bank and other financial i stitutions.

61

Q7: ATM facility and account holders’ holders’ expectation: expectation: Particular

convenient

Non-convenient

neutral

ATM facility and Customer's requirement

83

154

61 (Table 7)

180 160 140 120 100 80 60 40 20 0

(Chart (Chart 7)

Interpretation: There are only 7 ATM Machines in allover Surat city. Hence, as seen in the graph account holders are not-convenient to use ATM facility due to fewer machines machines provided provided by the bank. bank. To remove remove this grievance grievance,, bank should should establish more and more number of ATM machines in Surat city at different locations.

62

Q8. Requirement of locker facility: Particular

Availability (%)

Locker Facility at different branch

Requirement (%)

54.62

84.59

(Table 8)

90 80

84.59

70 60 50

54.62

40 30 20 10 0

(Chart (Chart 8)

Interpretation: As seen in this graph it is identify that as per Account holders’ requirement bank has not provided locker facility. Bank has not fulfilled the demand of their account holders. As we have seen earlier out of 7 existing branch only 4 branches has locker room. To facilitate their account holder bank should give locker facility at every branch.

63

Q9. Acc Account ount holders’ holders’ expectat expectations ions from their their Bank for giving giving online service: Age of Respondent (%) Respondent

up to 30

30 to 40

40 to 50

50 to 60

60 above

Completely Trust

46

41

37

21

2

Somewhat

28

32

24

35

29

Dubious

12

10

8

16

20

Not at All

14

17

31

28

51 (Table 9)

60 50 40 30 20 10 0

(Chart (Chart 9)

Interpretation: As per analysis, I can say that the respondent whose age is up to 30, that have high trust on the online banking but as age increases the level level of trust has been decreased. decreased. The level of in acceptance acceptance the online service has been been increased as age increases. Dubious for online services has been increase tremendously after the age of 40. Here, we can see that at the earlier age, dubious is again high for online service. Filling of uncertainty is going up and down at all the age but lowest uncertainty has been found at again the age of 40 and highest level is at the age of 50.

64



Dubious for online services has been increase tremendously after the age of 40. Here, we can see that that at the earlier age, dubious is again high high for online service.



Filling of uncertainty is going up and down at all the age but lowest uncertainty has been found at again the age of 40 and highest level is at the age of 50.

Parametric Test: H0 = There is no significance relationship between age group and respondent preference. Answer: (Annova test)

Respondent

Age of Respondent (%) up to 30

30 to 40

40 to 50

50 to 60

60 above

Total

Completely Trust

46

41

37

21

2

147

Somewhat

28

32

24

35

29

148

Dubious

12

10

8

16

20

66

Not at All

14

17

31

28

51

141

C.F =

(

)

= 12600 SSBR =

(

)

+

(

)

+

(

)

+

(

)

= 4321.8+4205+871.2+3976.2 = 13374.2-12600 = 774.2 SST= [2116+1681+1369+441+4+784+1024+576+1225+841+144+100+ 64+256+400+196+289+961+784+2601]-[12600] =15836-12600 =3236

65

Source Between row Residual Total

Annova Table Sum Sequence DOF 774.2 3 2461.8 20 3236 23

Mean Sequence 259.06 123.09 3

F 2.09 F cal

Significance level: 5 DOF [High 20] = 123.09 [Low 3]= 258.06

F tab = F cal There is no significant relationship between age group and respondent preference, so H0 = Hypothesis should be rejected.

66

Q10. Q10. Ac Accou count nt hold rs’ requirement, at which time bank should open: Respondent Expected Starting Time (%)

At 8 AM

Gender

At 9 AM

At 10.30 AM

At 11 AM

Male

15.4

69.1

5.4

10.1

Female

9.4

57.4

25.7

7.5 (Table 10)

70 60 50 40 30 20 10 0

(Chart 10)

[Actual Time: 10.30 A. M]

Interpretation: As seen in above graph, it is very clear that Account Holders are not finding the convenient timings of Bank which they are implementing currently. clear analysis that,

It is

ccount holder of SSB want to start their bank’s working

hour from 9 A.M. E en Female respondent has also rated f r 9 A.M. So, it is suggested to chang the SSB’s working Hours 10.30 A.M to 9 A.M.

67

Q11. Satisfaction l vel towards branch facility: Particular

Very Satisfied

Satisfied

Neutral

Dissati sfied

Very Dissatisfie d

150

59

16

25

51

17

25

63

119

76

28

26

38

56

152

33

186

45

11

25

31

46

38

99

86

30

10

120

80

60

Clean & well cared facilities Efficient, no wait service No long line ups at counter Availability of information brochures Pleasant & attractive decor Automatic bank machines in convenient locations

(Table 11)

Interpretation:

Bank has to improve their Clean and w ll cared facility in such a wa , which shows 0% Dissatis action. There should not any kind of scope for any grievance because this factor aff cts a lot in the Account H lder’s mind negatively in indirect manner. Here, 17% 17% Acco Accoun untt Holders are very dissatisfied and 8% are near to that level. It is good that 50% Account hol er are very satisfied wit this careful ambiance (Chart (Chart 11.1) 11.1)

68

(Cha (Chart rt 11.2 11.2)) & (Cha (Chart rt 11.3 11.3))

Interpretation: Banking Sector and Time Management has a lot of direct c nnection. Hence, it should be noted t hat there should not be any kind of wa te of time at the Service delivery to own Account Holders. It is very unfair outcome which shows that 25% ac ount holders has rated as very dissatisf action in terms of effective service d livery without any wastage of time. Usually Account Holders are runnin

with short of time and analyses shows that only 6%

people are with full of satisfaction. Bank has to increase th rati ratio o as soo soon n as possible by improve the staff efficiency and their availability.

69

90 80 70 60 50 40 30 20 10 0 Male

Female

(Cha (Chart rt 11.4 11.4)) & (Cha (Chart rt 11.5 11.5))

Interpretation: This finding is com aratively better than others. Availability of information as brochures is very i portant for well communication to own account Holders. Here, 11% account Holders are very satisfied with the level of this facility and 62% people are s atisfied. Bank has to try a little bes to remove the dissatisfaction level of Account Holders by improving a stan ard and medium of Communication. IIt should not be ignored that there is 8

account holders

who has rated as highly dissatisfied and 4% as dissatisfied. In another bar chart, it has been discover that availability of awareness is very low in female Account Holders.

ence, Bank has to put more importance on those to

facilitate them in bettor way.

70


Interpretation: In today today’s ’s enviro environm nment it is too important to serve your Ac ount Holders the services physically as well as emotionally. Here, analysis shows that only 10% account Holders are fully satisfied with the plea ant & attractive décor.33% customers are dissatisfied with the internal layout and facilitative design. As seen ab ove 29% Account Holders are full of dissatisfaction with this factor. Manage ent of SSB has to put the focus on the interior design of the bank and their ifferent branches. To overcome this bar rier, rier, SSB should definitely improve t eir layout and convert the neutral cust omer in satisfied one.

71


Interpretation: Here, we have me tion that there are only 7 ATM machi es in Surat city. Hence, the result is in front of us that 27% Account

olders are very

dissatisfied with the location of the ATM. The 7 ATM machines are located on site but there are n t any off site machine available to facillitate the account Holders. Hence, only 10% Account Holders are satisfied. S , this outcome is very disappointing f r bank management.

72

CHAPTER: 6 RESULT RESULT AND FINDIN FINDING G

73

From Research Study on “ Analyze the Sarvodaya Sahakari Bank ltd’s

Services perception and expectation of Account holders based Survey” following findings has been acquired:

1. As per analysis analysis on on the bank décor décor and pleasant pleasant environme environment, nt, Bank Bank has has not convenient and good design. Hence 46% of Account Holders are dissatisfied with this regarded. Hence, bank’s perception regarding internal interior needs to be change. 2. The method methodology ology of loan process process is based based on the amount amount of loan. loan. Hence, Hence, the output suggests that the accountholders, who wants negligible amount of loan, are ignored. 3. From the the female female candidat candidate, e, I have have found found that they they have have not much much knowledge of different bank services as compare to male accountholder. Some facilities like particular stamp franking, kiosk facilities are not even known by both gender. 4. When Accounth Accountholder older does does procedure procedure for for sanctionin sanctioning g the loan, I have have found the followings: A. 14% Accountholders are are satisfied with friendly courteous services. services. B. 21% Accountho Accountholders lders are satisfie satisfied d with knowledge knowledge of bank’s bank’s products products & services. C. 10% Accountholders Accountholders are satisfied with willingness to listen and respond to accountholders need. D. 15% Accoun Accountho tholde lders rs are are sati satisfi sfied ed with with trea treatme tment nt as as the the value valued d customer. E. 7% Accounthol Accountholders ders are are satisfied satisfied with fast and efficient efficient service services. s. F. 25%

Accountho Accountholders lders

are are

satisfied satisfied

with

bank’s bank’s

represent representativ ative’s e’s

regularity 5. When accounth accountholde olders rs goes to the the bank for for solution solution of the query, query, only only 19% accountholder’s

problems

are

solved

immediately,

and

35%

accountholder’s has to wait for more than 1month. So, problem solving procedure is very slow.

74

6. Bank’s Bank’s internal internal layout layout is not convenien convenientt for the day to day day procedure procedure because 52% accountholder has has rated as non-convenient non-convenient layout for day to day operation. 7. ATM machines machines are not not placed placed as convenien convenientt to account account holders. holders. There are are only 7 ATM machine on the site. 8. There require requirement ment is of 84.56% 84.56% locker locker facility facility but availabi availability lity is only only 54.62%. 9. SSB’s Young Young Accoun Accountt holders holders go with the the online Banking Banking but but as age increases the trust trust level decreases. 10.SSB’s actual time to open the bank is 10.30 AM but majority of Account Holders want to operate the bank at 9A.M including Male and Female Account Holders. 11.Overall satisfaction level is not satisfactory as per account Holders. Services like clean and well cared environment, effective services, line ups at counter, attractive décor are considered for the satisfaction level but SSB has not successfully overcome all this criteria.

75

CHAPTER: 7 LIMITATION OF STUDY

76

Limitation of the Study 

Time Restriction

The foremost limitation is Time Restriction. Time provided to carry out entire Project Report is less. So as a result I as a researcher am not able to take more sample size. 

Improper Improper response response from Respondents Respondents

Some time respondents are in hurry. As a result they give response without applying proper thought. As far as multiple choice questions are concerned, respondents sometimes tick mark any option without proper attention. 

Unwillingness of Respondents

Unwillingness of respondents in filling up the questionnaire is another big limitation. This unwillingness comes out due to lack of time with respondents. 

Possibility of wrong interpretation and unreliable results r esults

As mentioned earlier, respondents sometimes give improper response. My study is purely based on the views expressed by respondents. So it is likely that my study will not give so accurate and reliable results.

77

CHAPTER: 8 CONC CONCLU LUSI SION ON AN AND D SU SUGG GGES ESTI TION ONS S

78

Conclusion: The Banking sector sector in India is undergoing major changes due due to competition competition and the advent of technology. The customer is looking for better quality and services which which can provide him/her with with satisfaction. This would help in enhancing the relationship between between the two, and thus aid decision decision makers in in banks to identify identify the major major factors factors that determine determine satisfacti satisfaction. on. But it should be be noted that satisfaction is one of the key point for the identifying the difference between perceptions of SSB services which they deliver to their account holders and expectations of the services from bank and their representatives. In the analysis, I can conclude that SSB has to give equal impotence to their services and their lockout. Today’s competitive world it is too impotent that how someone is server them self. This criterion also plays a vital positive role in the mind of their account holders. It was identified that SSB’s account holders are not fully satisfied with the lockout of the bank ambiance. In some area of SSB services, I also identified that management has to improve the quality of that area such as ATM facility, methodology of loan service, locker facility etc. SSB’s times also not convenient for their account holders. Another important area is information and its awareness. Female account holders are lacking with this field. Overall, SSB is doing progress and at growth stage, so this analysis defiantly helps to the management for better direction.

Suggestions: Creative suggestions always give benefit to the organization in one or another way. From the study of ― “Analysis the Sarvodaya Sahakari Bank ltd’s

Services perception and expectation of Account holders based on Survey” and from findings findings and and data interp interpretatio retation, n, researche researcherr wants wants to suggest suggest following following matters: matters: 

Sarvodaya Sahakari Bank Ltd (SSB) has less brand awareness in the service sector in Surat city so if SSB can create good brand awareness in the sector, then it can have significant number of satisfied account holders. 79



SSB should give more importance to their female account holders reason behind is prevailing less SSB service knowledge.



SSB should also give more priority to those respondents who even apply for negligible credit. Importance of those respondents should be same as those who have applied for significant amount of credit.



It was discovered by research that bank should open for service at 9.00 A.M rather than 10.30 A.M. this change will really helpful to their account holders and will definably increases the credit.



Loan procedu procedure re should should be flexible flexible and also also not not time consumi consuming. ng. By analysis it was identified that loan procedure is not flexible.



SSB has to open locker at each branch because there is huge demand for locker facility in market and bank is fail to fulfill that demand.



Bank has to establish more and more ATM machines in the Surat city at different locations.



SSB has to to work on the the lockout lockout factor factor such such as Clean & well well cared cared facilities, Efficient, no wait service, No long line ups at counter, Pleasant & attract attractive ive décor. décor.



SSB has to solve the account holders’ problems within 3 to 5 working days because because most of the responde respondent nt has shared shared a negative negative opinion. opinion.



SSB‘s services are its Core Advantage. So presentation of a Strength and overcoming of a Weakness will surely turn the tables in SSB‘s favor.

80

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81

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84

ANNEXURE QUESTIONNAIRE Sarvodaya Sahakari Bank ltd Declaration: This questionnaire has been prepared for the purpose of the research work. Hence, all the information which been ask to you are treated as confidential and it will not been use other than than this. This form will will be help full to me for project project work and hence it is very important for me. So, it is request that you please fill this form sincerely and with full of attention. So, that it’s gives real scenario of their study. Account Holders’ __________________________________ _________________________ Gender: M

F

Name:

Age: _________ Occupation: __________________

How long you have account with this Sarvodaya Sahakari Bank: ___________

Q1. When you visit a Sarvodaya Sahakari Bank, how you feel? Good Environment Having Personal Attention Not attentive one unexpected negative filling Q2. What you feel about the procedure of getting loan which the Bank Follows? Flexible Tedious Depend on amount on lone Time Consuming Q3. How many services you know which bank has provided to their customer? E- Bank Bankiing ATM ATM Serv Serviices ces M-Ba M-Bank nkin ing g Insu Insura ranc nce e Lock Locker ers s franking kiosk

Stam Stamp p

Q4. In terms of the service you received from the lending officer(s), how satisfied were you with the following? Particular Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied Friendly and courteous manner Knowledge of bank's products & Services Willingness Willingness to listen listen and respond to your need Fast and efficient service Recognition of you as valued customer Available to customers when needed Offer of other services or alternative means to meet your needs

Q5. How quickly were your your banking problems and and issues addressed addressed by the bank bank staff? Immediately

Within 24 hours

within 3-5 business days

85

More than 1month

Q6. How you feel about your Bank’s internal layout? Well Designed Convenient very crowed

Distinctive image

Q7. How does bank’s representative gives response to you when you required? Familiar Supportive Normal Negative Q8. Do you know that Bank gives Home services for any withdrawal or Deposit? Yes No . SSB’s ATM locations are convenient for you to get easy operation? Yes

. Do you required for SSB’s Mutual Funds? Yes

No

No

. Do you require that SSB’s provides the Looker Facility at all the branches? Yes

No . Do you trust, if SSB operates only online?

Completely

Somewhat

Dubious

Not at All

Q13. Do you think Human Human Control is important for SSB’s banking relation? Completely Somewhat Unsure Not at All Q14. When you think about any Banks, what comes first in your mind? Personalized Services Wide Branch Net work Computerized Services Banking

Core

Q15. Which services do you visit in 1 month a most? Particular

I never use this services

>1 month

1 to 3 times

3 to 8 times

8 to 12 times

Visit the Bank Branch Telephone Banking Online Online Bankin Banking g

Q16. Mention your feelings regarding over all services Quality Quality of You SSB’s Bank Excellent Very Good Average Poor Does SSB offer Competitive Service Charges? Yes

No

Which Facility has been given more importance in your Bank? Loan Facility O/D Facility Other______________

ATM Facility

Online Banking

As per your requirement, at which time bank should open for their ser vices? At 8 A.M

At 9 A.M

At 10.30 A.M

At 11 A.M

86

Over 12 times

How satisfied were you with the following aspects of the branch facility? Particular

Ver y Satisfied

Satisfied

Neutral

Clean & well well cared facilities facilities Efficient, no wait service No long line ups at counter Availability of information brochures Pleasant & attractive decor Automatic bank machines in convenient locations

I am very thankful to you for your cooperation

Thank you

87

Dissatisfied

V er y Dissatisfied

Final Sip Mba Project PDF

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