kalupur

A Summer internship report on “CUSTOMER SATISFACTION” At KALUPUR COMMERCIAL CO-OPERATIVE ANK LT!" KALUPUR C#OK#A A$AR RANC#" Submitted To:

%u&'r't Te(hno)o*i(') Uni+ersit, UN!ER T#E %UI!ANCE OF PROF. JAY DESAI Mr.PRAFUL PATEL PATEL (KCCB (K CCB Pre!"red b# C$"%dr"!r"&"'$ B i'$)"&"rm" (*+,-/012*,+

S3RI C3IMA4B3AI PATEL PATEL I4STITUTE OF MA4A5EME4T 6 RESERC3

In P'rti') Fu)i)ment o the Re.uirements o  M'ster o usiness A/ministr'tion 0MA1 Pro*r'mme 2345-2346

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De78"r"tio% I the un/ersi*ne/ here7, /e()'re th't the 8or9 in(orpor'te/ in the Summer internship report 'n/ tit)e/ “CUSTOMER SATISFA SATISFACTION CTION RE%AR!IN% KALUPUR COMMERCIAL CO"OP ANK"” Is ori*in') 'n/ h's not 7een su7mitte/ to 'n, uni+ersit, 's p'rt u)i)ment o '8'r/ o 'n, /e*ree or /ep)om'" The m'teri') o7t'ine/ 'n/ use/ rom other sour(es h's 7een /u), '(9no8)e/*e/ in the report"

!'te:

Ch'n/r'pr'9'sh Vish8'9'rm'" Vish8'9'rm'"

P)'(e:

2

PREFACE

Summer tr'inin* is 'n inte*r') p'rt o our '('/ emi( (urri(u)um" !urin* the tr'inin* ' stu/ent *ets 'n opportunit, to set the pr'(ti(') 'spe(ts o theor," Theor, m'9es the (on(ept ()e'r" I ee) *re't p)e'sure in su7mittin* this pie(e o 8or9 ' s ' summer tr'inin* pro&e(t; t'9en rom K')upur 'n9; Ahme/'7'/" I hope th't this 8or9 8i)) pro+i/e ruitu) resu)t in the e,es o the re'/er" It is hen(e e
ACK4O
I 'm immense), th'n9u) to entire st' o K')upur (ommer(i') (ooper'ti+e 'n9 )imite/ 0K')upur Cho9h' '>'r1 he)p 'n/ support 'n/ or e<(e))ent hospit')it, the, e
?

I 8ou)/ ')so )i9e to th'n9 Mr. Pr"u8 P"te8= Mr. B$"r"t P"rm"r ; "%d Mr. R">%i&"%t P"te8 6 Mr. 3"rdi& Tri?edi Tri?edi o K')upur 'n9 or *ui/in* 'n/ supportin* 's 'n/ 8hen I

nee/e/" L'st 7ut not )e'st; I 8ou)/ )i9e to th'n9 the /ire(tor /ire(tor sir Mr. J"# De'"i 8ho *'+e me the opportunit, 'n/ u)) support to /o this pro&e(t 'n/ ')so 8ou)/ )i9e to th'n9 ')) those 8ho 're 'sso(i'te/ /ire(t), or in/ire(t), 8ith this pro&e(t" L'st),; the the *re'test (re/it *oes to the 7)essin*s 7esto8e/ 7, A)mi*ht, %o/ 8ithout 8hose ,e'rnin*@ I (ou)/ not h'+e e+en mo+e/ ' step or8'r/ 'n/ to m, p'rents 8ho 're ')8',s ' (onst'nt sour(e o inspir'tion in ')) m, en/e'+ors"

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E@ECUTIE SUMMARY The report (ont'ins the or*'ni>'tion') stu/, /on e 't KALUPUR COMMERCIAL CO"OP ANK  LT!" The The

repo report rt tit) tit)ee

is “CUS “CUST TOMER OMER SAT SATISF ISFACTIO CTION N

RE%A RE%AR! R!IN IN! !

KALU KALUPU PUR  R 

COMMERCIAL CO"OP ANK"” The report *i+es 'n o+er+ie8 o the 7'n9in* Se(tor 'n/ (omp'n, proi)e" An/ '8'reness o  (ustomers '7out /ierent t,pes o pro/u(ts 'n/ ser+i(es oere/ 7, KALUPUR COMMERCIAL CO"OP ANK" This This stu/, stu/, 8's 8's (on/u (on/u(t (te/ e/ to in/ in/ out the the (ust (ustom omer er s'ti s'tis s'( '(ti tion on re*' re*'r/ r/in in* * KALU KALUPU PUR  R  COMMERCIAL CO"OP ANK" The metho/o)o*, '/opte/ or the stu/, 8's throu*h ' stru(ture/ .uestionn'ire; 8hi(h is t'r*ete/ to the /ierent persons in K')upur Cho9h' '>'r or this purpose s'mp)e si>e o 433 8's t'9en" The /'t' (o))e(te/ rom the /ierent persons 8's 'n'),>e/ thorou*h), 'n/ presente/ in the orm o (h'rts 'n/ t'7)es" KALUPUR COMMERCIAL CO"OP ANK must '/+ertise re*u)'r), 'n/ (re'te 7r'n/ +')ue or  its its pro/ pro/u( u(ts ts 'n/ ser+ ser+i( i(es es"" Most Most o its its (omp (ompet etit itor orss )i9e )i9e A!C; !C; Ae/ 7'n9s use te)e+ision '/+ertisements to promote their pro/u(ts" The In/i'n (onsumer  h's ' ')se per(eption '7out Co-oper'ti+e 7' n9s  the, ee) th't it 8ou)/ not s'e" S'et, 'n/ returns 're the t8o m'in re'sons peop)e in+est in 7'n9s" On the 8ho)e KALUPUR  COMMERCIAL CO"OP ANK is ' *oo/ p)'(e to 8or9 't" E+er, ne8 re(ruit is pro+i/e/ 8ith e
TABLE OF CO4TE4T C3APTE R 

P"rti7u8"r'

P"A e 4o"

D

*

Pre'(e

2

A(9no8)e/*ement

?

E
5

I%trodu7tio% to 'e7tor

4 "4

Intro/u(tion to 'n9in* Se(tor



4 "2

Import'n(e o A 'n9



4 "?

'n9in* in In/i'

G

4 "5

Stru(ture o In/i'n 'n9in*

43

4 "D

Co-Oper'ti+e 'n9in* Intro/u(tion

44

4 "6

Ori*in o Cooper'ti+e 'n9s in In/i'

42

4 "

Stru(ture o Co-Oper'ti+e 'n9in*

45

4 "

T,pes o Co-Oper'ti+e 'n9s

4D

4 "G

!ii(u)ties F'(e/ , Co-Oper'ti+e

46

2

T$e K"8u!ur Commer7i"8 CoO!er"ti?e B"%& Ltd.

2 "4

'(9*roun/

4

2 "2

#istor,

4

2 "?

Mission

4

2 "5

Vision

4

2 "D

A(hie+ements

4G 4G

2 "6

Pri>es 'n/ A8'r/s

4G

2 "

F'(ts 'n/ Fi*ures

23

2 "

Fin'n(i') !'t'

23

2 "G

Future p)'ns

23

2"43 2"43

Ser+ Ser+i( i(es es ren/ ren/er ere/ e/ 7, 9') 9')up upur ur (omm (ommer er(i (i') ') (oo (ooper per't 'ti+ i+ee 7'n9  7'n9  24 )t/

2"44 

Other ser+i(es ren/ere/ 7, KCC

26

Cu'tomer '"ti'"7tio% I%trodu7tio%

? "4 +

Intro/u(tion to Customers s'tis'(tion

?3

Re'e"r7$ Met$odo8o#

5 "4

Rese'r(h O7&e(ti+e

?

5"2 5"2

Res Rese'r( e'r(h h too) too)s; s; /'t /'t' 'n/ 'n/ metho etho/o /o)o )o*, *,

? 6

0

Fi%di%'

D "4

Steps in Term )o'n pro(essin*

?G

D "2

'si( inorm'tion re*'r/in* )o'ns 't KCC

53

D"? D"?

Comp Compre rehe hens nsi+ i+ee *ui/ *ui/e) e)in ines es or or re+i re+ise se/ / ('r ('r )o'n )o'n

52

D "5

Comprehensi+e *ui/e)ines or housin* )o'n

55

6

An'),sis 0C'se Stu/,1 6"4

C'se Stu/, 4

5

6 "2

C'se Stu/, 2

D5

Con()usion

D

i7)io*r'ph,

D



C$"!ter *: I%trodu7tio%



*.* I4TRODUCTIO4 TO BA4KI45 SECTOR 

As e'r), 's 2333 "C"; the '7,)oni'ns h's /e+e)ope/ ' 7'n9in* s,stem" There is e+i/en(e to sho8 the temp)es o '7,)on 8ere use/ 's 7'n9s" Ater ' perio/ o time; there 8's ' spre'/ o  irre)i*ion; 8hi(h soon /estro,e/ the pu7)i( sense o se(urit, in /epositin* mone, 'n/ +')u'7)e in temp temp)e )es" s" The The prie priest stss 8ere 8ere )on* )on*er er '(tin '(tin* * 's in' in'n(i n(i') ') 5D '*ent '*ents" s" The The Rom' Rom'ns ns /i/ /i/ minut minutee re*u)'tions; 's to (on/u(t pri+'te 7'n9in* 'n/ to (re'te (oni/en(e in it" Lo'n 7'n9s 8ere ')so (ommon in Rome" From these the poor (iti>ens (iti>ens re(ei+e/ )o'ns 8ithout p',in* interest; interest; '*'inst se(urit, o )'n/ or ? or 5 ,e'rs" !urin* the e'r), perio/s; ')thou*h pri+'te in/i+i/u')s most), /i/ the 7'n9in* 7usiness; m'n, (ountries est'7)ishe/ pu7)i( 7'n9s either or the purpose o '(i)it'tin* (ommer(e or to ser+e the *o+ernment" #o8e+er; upon the re+i+') o (i+i)i>'tion; *ro8in* ne(essit, or(e/ the issue/ in the mi//)e o  the the 42th 42th (ent (entur, ur, 'n/ 'n/ 7'n9s 7'n9s 8ere 8ere est' est'7) 7)is ishe/ he/ 't Veni(e ni(e 'n/ 'n/ %eno %eno'" '" The The 'n9 'n9 o Veni(e ni(e est'7)ishe/ in 44D is suppose/ to 7e the most 'n(ient 7'n9" Ori*in')),; it 8's not ' 7'n9 in the mo/ern sense; /urin* simp), 'n oi(e or the tr'nser o the pu7)i( /e7t" A*'in the ori*in o mo/ern 7'n9in* m', 7e tr'(e/ to the mone, /e')ers in F)oren(e; 8ho re(ei+e/ mone, on /eposit; 'n/ 8ere )en/ers o mone, in the 45th (entur, 'n/ ')so in 4?5G; the  7usiness o 7'n9in* 8's ('rrie/ on 7, /r'pers o 'r(e)on'" In In/i'; 's e'r), 's the Ve/i( Perio/; 7'n9in*; in most (ru/e rom e
THE ORIGIN OF WORD ‘BANK’

The 8or/ H'n9 it-se) it-se) /eri+e/ /eri+e/ rom the 8or/ b"%7u' or b"%ue th't is ' Fren(h" There 8ere others o the opinion th't the 8or/ H'n9 is ori*in')), /eri+e/ rom the %erm'n 8or/ H7'(9 me'nin* me'nin* &oint or 8hi(h 8's It')i'ni>e/ into H7'n(o"

G

*.2 IMPORTA4CE IMPORTA4CE OF A BA4K   JSAFETY OF MO4EY:



The mone, 8ith the 7'n9 rem'ins in s'e (usto/, there is ')8',s ris9 in 9eepin* ('sh 8ith ones o8n se)" It m', 7e )ost or sto)en" usinessm'n )i9es to 9eep mone, 8ith ' 7'n9 to '+oi/ ris9s o mone, the (ustomer nee/ not 9eep )'r*e some o mone,"   JIT CULTIATES 3ABIT OF SAI45:



'n9s (u)ti+'tes the h'7it o s'+in* in the 'n9 on the one h'n/ 're s'e 'n/ on the other e'rne/ interest or the /epositor 8ho prompte/ to s'e 'n/ /eposit mone, in their 7'n9s '((ounts"   JFI4A4CIAL 3ELP TO CUSTOMER:



'n9s '))o8s o+er/r't '(i)ities to their (ustomer so 8hene+er ' (ustomer nee/s mone, he ('n e+en 8ith/r'8 more mone, then the 7')'n(e in his '((ount" 'n9 ')so *r'nts )o'ns 'n/ (re/it '(i)ities to their (ustomers"   JSAFE CUSTODY OF ALUABLE ARTICLES:



V')u'7)e 'rti()es /e')s se(urit, et(" ('n ')so 7e /eposite/ in the 7'n9 or s'e (usto/," S'e /eposit +'u)ts 're pro+i/e/ 7, 7'n9 storin* or these +')u'7)es" I4FORMATIO4:   JOT3ER I4FORMATIO4:



, openin* 'n '((ount 8ith ' 7'n9; the (ustomers m', ')so t'9e '/+'nt'*es o +'rious other  ser+i(es pro+i/in* 7, the 7'n9s; su(h ' pur(h'se 'n/ s')e o se(urities; tr'+e)ers (he.ue et("

43

*. BA4KI45 I4 I4DIA ithout h'+in* soun/ 'n/ ee(ti+e 7'n9in* s,stem In/i' ('nnot h'+e he')th, e(onom," The  7'n9in* s,stem o In/i' shou)/ not on), 7e h'ss)e ree 7ut it shou)/ 7e '7)e to meet ne8 (h'))en*es pose/ 7, the te(hno)o*, 'n/ 'n, other e i>e/ e/ 'n/ *i+e *i+en n 7ro' 7ro'/e /err po8e po8ers rs"" In 4G6G 4G6G the the *o+er *o+ernm nment ent n'tion')i>e/ the 45 )'r*est (ommer(i') 7'n9s@ the *o+ernment n'tion')i>e/ the si< ne
*.+ STRUCTURE OF I4DIA4 BA4KI45

44

RESERVE BANK OF (RBI)

SCHEDULED BANKS IN

COMMERCIAL BANKS

COOPERATIVE BANKS

URBAN COOPERATIVES (53) STATE COOPERATIVES (

REGIONAL RURAL PRIVATE BANKS SECTOR (86) BANKS FOREIGN (23) BANKS PUBLIC(45) PUBLIC SECTOR BANKS (26)

NATONALI!ED BANKS SBI (") AND ASSOCIATE BAN OLD (5)

NEW (7)

*.0 T#!e' o B"%&' 42

A. S7$edu8ed B"%&' S(he/u)e/ (ommer(i') 7'n9s 're those th't (ome un/er the pur+ie8 o the Se(on/ S(he/u)e o  Reser+e 'n9 o In/i' 0RI1 A(t; 4G?5" The 7'n9s th't 're in()u/e/ un/er this s(he/u)e 're those th't s'tis, the (riteri' )'i/ /o8n +i/e se(tion 52 06 o the A(t1" 4" The 7'n9 is /e')in* in 7'n9in* 7 'n9in* 7usiness in In/i' on)," 2" The p'i/ up ('pit') 'n/ tot') un/s o the 7'n9 shou)/ not no t 7e )ess th'n i+e )'9h rupees" ?" It shou)/ (on+in(e RI th't its '(ti+ities 8ou)/ not 7e '*'inst the interest o in+estors" 5" The 7'n9 must 7e: 0'1 St'te (ooper'ti+e 7'n9; or 071 A (omp'n, '((or/in* to the /einition o the (omp'nies A(t4GD6; or 0(1 An institution notiie/ 7, the (entr') *o+ernment; or 0/1 A (orpor'tion or ' (omp'n, in(orpor'te/ 7 , or un/er 'n, )'8 in or(e in 'n, p)'(e outsi/e In/i'" Thus; 0I1 In/i'n Commer(i') 'n9s 0II1 Forei*n Commer(i') 'n9s; 'n/ 0iii1 St'te Cooper'ti+e 'n9s u)i))in* the '7o+e (on/ition 're (onsi/ere/ 's s(he/u)e/ 7'n9s" Moreo+er un/er the RI A(t se(tion 52; the Centr') %o+ernment h's /e()'re/ the o))o8in*  7'n9s 's s(he/u)e/ 7'n9s" 0i1 St'te 'n9 o In/i' 'n/ its se+en su7si/i'r, 7'n9s; 0ii1 T8ent, T8ent, n'tion')i>e/ 7'n9s; 'n/ 0iii1 Ur7'n 'n9s" In une 4G3 there 8ere 45G s(he/u)e/ 7'n9s 8hi(h in()u/e/ 4" Pu7)i( Se(tor 'n9s 2" Pri+'te se(tor 'n9s; ?" Forei*n E<(h'n*e 'n9s 'n/ 4?

5" St'te Cooper'ti+e 'n9s"

A 7'n9 7'n9 8hi( 8hi(h h 8'nts 8'nts to re*i re*ist ster er its its n'me n'me 's s(he s(he/u) /u)e/ e/ 7'n9 7'n9 h's to 'pp), 'pp), to the the Cent Centr' r')) %o+ernment" On re(ei+in* su(h 'pp)i('tion; the (entr') *o+ernment or/ers RI to in+esti*'te the  7'n9s '((ounts" I RI *i+es '+or'7)e reports; the (entr') *o+ernment s'n(tions its propos'); 'n/ the 7'n9 is )iste/ un/er s(he/u)e 'nne
SECTOR BA4KS

Pu7)i( se(tor 7'n9s 're those in 8hi(h the %o+ernment o In/i' or the RI is ' m'&orit, sh'reho)/er" These 7'n9s in()u/e the St'te 'n9 o In/i' 0SI1 'n/ its su7si/i'ries; othe otherr n'ti n'tion on') ')i> i>e/ e/ 7'n9s 7'n9s;; 'n/ 'n/ Re*i Re*ion' on')) Rur' Rur')) 'n9s 'n9s 0RR 0RRs1 s1"" O+er O+er 3 o the the '**re*'te 7r'n(hes in In/i' 're those o the pu7)i( se(tor 7'n9s" Some o the )e'/in*  7'n9s in this se*ment in()u/e A))'h'7'/ 'n9; C'n'r' 'n9; 'n9 o M'h'r'shtr'; Centr') 'n9 o In/i'; In/i'n O+erse's 'n9; St'te 'n9 o In/i'; St'te 'n9 o  P'ti')'; St'te 'n9 o i9'ner 'n/ 'ipur; St'te 'n9 o Tr'+'n(ore; 'n9 o 'ro/'; 'n9 o In/i'; Orient') 'n9 o Commer(e; UCO 'n9; Union 'n9 o In/i'; !en' 'n9 'n/ Corpor'tion 'n9" PRIATE

SECTOR BA4KS

Pri?"te B"%&' "re e''e%ti"88# 7om!ri'ed o t)o t#!e': O8d b"%&' "%d %e) b"%&' The o)/ pri+'te se(tor 7'n9s (omprise those; 8hi(h 8ere oper'tin* 7eore 'n9in*  N'tion')i>'tion A(t 8's p'sse/ in 4G6G" On '((ount o their sm')) si>e; 'n/ re*ion') oper'tions; these 7'n9s 8ere not n'tion')i>e/" These 7'n9s '(e intense ri+')r, rom the ne8 pri+'te 7'n9s 'n/ the orei*n 7'n9s" The 7'n9s th't 're in()u/e/ in this se*ment in()u/e: 'n9 o M'/ur' Lt/" 0no8 ' p'rt o ICICI 'n91; h'r't O+erse's 'n9 Lt/"; 'n9 o R'&'sth'n; K'rn't'9' 'n9 Lt/"; Lor/ Krishn' 'n9 Lt/"; The C'tho)i( S,ri'n 'n9 Lt/"; The !h'n') !h'n')'9s '9shmi hmi 'n9 Lt/"; Lt/"; The Fe/er') Fe/er') 'n9 'n9 Lt/"; Lt/"; The 'mmu  K'shmir 'n9 Lt/"; The K'rur V,s,' 'n9 Lt/"; The L'9shmi Vi)'s 'n9 Lt/"; The  Ne/un*'/i 'n9 Lt/" 'n/ V,s,' V,s,' 'n9"

The ne8 pri+'te se(tor 7'n9s 8ere est'7)ishe/ 8hen the 'n9in* Re*u)'tion A(t 8's 'men/e/ in 4GG?" Fin'n(i') institutions promote/ se+er') o these 7'n9s" Ater the initi') )i(enses; the RI h's *r'nte/ no more )i(enses" These 7'n9s 're *e'rin* up to '(e the orei*n 7'n9s 7, o(usin* on ser+i(e 'n/ te(hno)o*," Current),; these 7'n9s 're on 'n e
45

Coo!er"ti?e B"%&'

Co-oper'ti+e 7'n9s '(t 's su7stitutes or mone,)en/ers; 'n/ oer time), 'n/ '/e.u'te short-term 'n/ )on*-term institution') (re/it 't re'son'7)e r'tes o interest" Co-oper'ti+e  7'n9s 're re)'ti+e), simi)'r in terms o un(tions to the other 7'n9s e<(ept or the o))o8in*: '1 The, 're or*'ni>e/ 'n/ m'n'*e/ on the prin(ip') o (o-oper'tion; se)-he)p; 'n/ mutu') he)p"  71 The, oper'te un/er the ru)e o one mem7er; one +ote" (1 Oper'te on no proit; no )oss 7'sis" /1 Co-oper'ti+e 7'n9 (on/u(ts ')) the m'in 7'n9in* un(tions o /eposit mo7i)i>'tion; supp), o (re/it 'n/ pro+ision o remitt'n(e '(i)ities" Co-oper'ti+e 7'n9s oer  )imite/ )imite/ 7'n9in* 7'n9in* pro/u(ts pro/u(ts 'n/ 're un(tion')), un(tion')), spe(i')ists spe(i')ists in '*ri(u)tur '*ri(u)ture-re) e-re)'te/ 'te/  pro/u(ts; 'n/ e+en in pro+i/in* housin* )o'ns" Ur7'n Co-oper'ti+e 'n9s oer  8or9in* ('pit') )o'ns 'n/ term )o'ns 's 8e))" e1 Co-oper'ti+e 7'n9s prim'ri), oper'te in the '*ri(u)ture 'n/ rur') se(tor" #o8e+er; UCs; SCs; 'n/ CCs un(tion in semi ur7'n; ur7'n; 'n/ metropo)it'n 're's too" Co-oper'ti+e 7'n9s 're pro7'7), the irst *o+ernment sponsore/; *o+ernment1 Supporte/ 'n/ *o+ernment-su7si/i>e/ in'n(i') '*en(, in In/i'" The, *et in'n(i') 'n/ other 'i/ rom the Reser+e 'n9 o In/i' NAAR!; (entr') *o+ernment *o+ernment 'n/ st'te st'te *o+ernm *o+ernment ents" s" The, The, 're the most '+ore '+ore/ / 7'n9in* 7'n9in* se(tor se(tor 8ith ris9 ris9 o  n'tion')i>'tion" *1 Co-oper'ti+e 7'n9s norm')), (on(entr'te on hi*h re+enue ni(he ret'i) se*ments" 

 De?e8o!me%t B"%&' !e+e)opment 7'n9s 're prim'ri), inten/e/ to en(our'*e in/ustri') /e+e)opment 7,  pro+i/in* '/e.u'te )o8 o un/s to in/ustri') pro&e(ts" In other 8or/s; these instit instituti utions ons un/ert un/ert'9e '9e the respon responsi7 si7i)i i)it, t, o 'i/in* 'i/in* '))-ro '))-roun/ un/ /e+e)o /e+e)opmen pmentt in the (ountr, (ountr,s s e(onom, e(onom, 7, promoti promotin* n* ne8 in/ust in/ustri' ri')) pro&e( pro&e(ts; ts; 'n/ pro+i/ pro+i/in* in* in'n(i in'n(i') ') 'ssist'n(e or the e
2. 4o%'7$e 4o% '7$edu8e du8ed d B"%&' B"%& ': The 7'n9s; 8hi(h 're not in()u/e/ in the se(on/ s(he/u)e o RI A(t; 4G?5; 're 9no8n 4D

's non-s(he/u)e/ 7'n9s" Su(h 7'n9s tot') sh're ('pit') is )ess th'n i+e )'9hs" These  7'n9s 're not *o+erne/ '((or/in* to the RI A(t 'n/ the, re(ei+e no 7eneits rom the RI" These 7'n9s h'+e no p)'(e in the )ist o re(o*ni>e/ 7'n9s o the RI" These 7'n9s 're not mu(h truste/ 7, the peop)e 'n/ the, /o not *et h'n/some /eposits" Sin(e 4GD4 the num7ers o su(h 7'n9s h'+e 7een *r'/u')), /e(re'sin*" In 4GG there 8ere on), i+e non-s(he/u)e/ 7'n9s" %ener')), no8 /',s 8e oun/ m'n, (ooper'ti+e 7'n9s 8hi(h 're 7e)on*s to the nons(he/u)e (o-oper'ti+e 7'n9s" Fo))o8in* 're the t,pes o non-s(he/u)e 7'n9s the, 're 8or9 )i9e the s(he/u)e 7'n9s 7ut here /ieren(e in its st'tus 'n/ it not h'+in* the st'tus o the s(he/u)e 7'n9s" '" !eposits 'n9s  7" Cooper'ti+e 'n9s (" Centr') 'n9s /" E<(h'n*e 'n9s e" In+estment or In/ustri') 'n9s " L'n/ !e+e)opment 'n9s *" S'+in*s 'n9s

(" De!o'it' B"%&': %ener')),; 7'n9s 8hi(h pro+i/e short-term )o'ns to 7usiness 'n/ in/ustri') units 'n/ 8hi(h mo7i)i>e s'+in*s o peop)e 's /eposits 're ('))e/ /eposit 7'n9s" !eposit 7'n9s '((ept /eposits rom peop)e; 'n/ pro+i/e short-term '/+'n(es" The, pro+i/e o+er/r't 'n/ ('sh (re/it '(i)ities to mer(h'nts" To meet the )on*-term re.uirement o in/ustri') units is not  possi7)e or these 7'n9s" The, '((ept three t,pes o /eposits- s'+in* 7'n9 /eposits; i
(b Coo!er"ti?e B"%&': Cooper'ti+e 7'n9s meet the short-term in'n(i') nee/s o 'rmers" A*ri(u)turists; pett, 'rmers 'n/ 'rtis'ns or*'ni>e themse)+es on (ooper'ti+e prin(ip)es 'n/ orm (ooper'ti+e so(ieties 'n/ 7'n9s" Cooper'ti+e 7'n9s r'ise un/s throu*h +'rious me'ns; 7esi/es re(ei+in* ')) 9in/s o /eposits to m'9e them '+'i)'7)e 's )en/'7)e un/s to its mem7ers" In In/i' /e+e)ope/ (ooper'ti+e 7'n9s supp), in'n(e or '*ri(u)ture 'n/ non-'*ri(u)ture '(ti+ities"

(7 Ce%tr"8 B"%&': A (entr') 7'n9 is ' spe(i') institution 8hi(h (ontro)s 'n/ re*u)'tes the entire 7'n9in* stru(ture o (ountr," It ')so stri+es to m'int'in monet'r, st'7i)it, o the (ountr," Centr')  7'n9 is ')so 9no8n 's the 'pe< 7'n9 o ' (ountr," Sin(e it un(tions in the 7est interest o  46

the (ountr, 'n/ m'9in* proits is un9no8n to it; it is entruste/ the ri*ht it issue (urren(, notes" notes" No other other 7'n9 7'n9 is '))o8e '))o8e/ / this this ri*ht" ri*ht" It oper't oper'tes es in ()ose ()ose (ooper' (ooper'tio tion n 8ith 8ith the *o+ernment o imp)ementin* e(onomi( po)i(ies; there7, promotin* e(ono mi( /e+e)opment"

(d EG7$"%e B"%&': There is ' /ieren(e in in'n(in* o orei*n tr'/e 'n/ in'n(in* o intern') tr'/e" %ener')), ' person ('rr,in* on intern'tion') tr'/e re.uires orei*n (urren(ies to meet his o7)i*'tion" It is here th't e<(h'n*e 7'n9s p)', the ro)e o in'n(in* the /e')er or settin* tr'ns'(tions in+o)+e/ in orei*n tr'/e; there 're spe(i')i>e/ 7'n9s or e<(h'n*e 7usiness" In In/i'; there is 'n E
In+estment 7'n9s pro+i/e )on*-term (re/it to in/ustries" The, r'ise their un/s 7, 8', o  sh're ('pit'); /e7entures; 'n/ )on*-term /eposits rom the pu7)i(" The, ')so r'ise un/s 7, the the issu issuee o 7on/s 7on/s or or 7usi 7usines nesss oper' oper'ti tions ons 'n/ 'n/ *o+er *o+ernm nment ent '*en( '*en(ie ies" s" Usu' Usu')) )), , the, the, un/er8rite resh issue o sh'res 'n/ /e7entures o (omp'nies" Su(h 7'n9s ')so 7u, the entire issue o ne8 se(urities o pu7)i( )imite/ (omp'nies 'n/ tr, to *et them su7s(ri7e/ 't ' hi*her pri(e 7, the pu7)i("

( L"%d De?e8o!me%t B"%&': L'n/ /e+e)opment 7'n9s 8ere e'r)ier 9no8n 's )'n/ mort*'*e 7'n9s" In In/i'; there is )imite/ num7er o su(h 7'n9s" There 're spe(i') institutions pro+i/in* )on*-term )o'ns to '*ri(u)tures 'n/ 'rmers" The, pro+i/e )o'ns on se(urit, o )'n/ 'n/ other immo+'7)e  properties" The, supp), )on*-term un/s or perio/s e<(ee/in* si< ,e'rs" A*ri(u)turists A*ri(u)turists 'n/ 'rmers nee/ su(h un/s or m'9in* perm'nent impro+ements to )'n/ 'n/ or 7u,in* 'rmin* m'(hiner, 'n/ e.uipment"

( S"?i%' B"%&': S'+in*s 'n9s 're spe(i')i>e/ institutions; 8hi(h en(our'*e *ener') pu7)i( to s'+e somethin* rom their e'rnin*s" In other 8or/s su(h 7'n9s poo) the sm')) s'+in*s o mi//)e 'n/ )o8er in(ome se(tions o so(iet," The, 're the 7'n9s in the true sense o the term 'n/ their m'in 'im is to promote 'n/ (o))e(t o the pu7)i(" Not on), the /epositors 're *i+en interest; 7ut ')so the, 're '))o8e/ to 8ith/r'8 in times o nee/" The num7ers o 8ith/r'8') 're; ho8e+er; restri(te/" Sep'r'te s'+in*s 7'n9s 're or*'ni>e/ in +'rious n'tions" The *o+ernment ('n ')so run ' s'+in*s 7'n9" In In/i' the post') /ep'rtment runs the post') s'+in* 7'n9 ')) o+er the (ountr," It It is +er, popu)'r in rur') 're's 8here no 7r'n(hes 8here no 7r'n(hes o est'7)ishe/ (ommer(i') 7'n9 oper'te" In ur7'n 're's; (ommer(i') 7'n9 h'n/)es s'+in*s 7usiness

4

*.- COOPERATIE BA4KI45 I4TRODUCTIO4

Cooper'ti+e Cooper'ti+e 7'n9in* 7'n9in* is ret'i) ret'i) 'n/ (ommer(i') (ommer(i') 7'n9in* or*'ni>e/ or*'ni>e/ on ' (ooper'ti+e (ooper'ti+e   7'sis" Cooper'ti+e 7'n9in* Cooper'ti+e 7'n9in* institutions institutions t'9e  t'9e /eposits 'n/ )en/ mone, in most p'rts o the 8or)/" The Cooper'ti+e Cooper'ti+e 7'n9s h'+e ' histor, o ')most ')most 433 ,e'rs" ,e'rs" The Cooper'ti+e Cooper'ti+e 7'n9s 're 'n import'nt import'nt (onstituent o the In/i'n Fin'n(i') S,stem; &u/*e/ 7, the ro)e 'ssi*ne/ to them; the e
A (ooper'ti+e 7'n9 is ' in'n(i') entit, 8hi(h 7e)on*s to its mem7ers; 8ho 're 't the s'me time the o8ners 'n/ the (ustomers o their 7'n9" 7'n9 " “Co-oper'tion is one t,pe o or*'nism in 8hi(h peop)e &oin 8i))in*), to en(our'*e their e.u') in'n(i') interest”" -#e8itt Ke)8ert" “Co-oper'tion is the step t'9en or e.u') proit p roit or )oss un/er mutu') mu tu') m'n'*ement" M'n'*ement 7, mutu')), usin* their o8n resour(es 'n/ '(tors 8i))in*)," -#eri(9 M" T"

*., ORI5I4 OF COOPERATIE BA4KS I4 I4DIA 4

The ori*ins o the (ooper'ti+e 7'n9in* mo+ement in In/i' ('n 7e tr'(e/ to the ()ose o  nineteenth (entur, 8hen; inspire/ 7, the su((ess o the e" Prim'r, A*ri(u)tur') Cre/it So(ieties 0PACs1 't the *r'ss root )e+e); Centr') Centr') Cooper'ti+e 'n9s 0CCs1 't the /istri(t )e+e) 'n/ St'te Cooper'ti+e Cooper'ti+e 'n9s 0SCs1 0SCs1 't st'te )e+e) or Ape< Le+e)" The irst ur7'n (ooper'ti+e 7'n9 in In/i' 8's orme/ ne'r), 433 ,e'rs  7'(9 in 'ro/'" In the 7e*innin* o 23th (entur,; '+'i)'7i)it, o (re/it in In/i'; more p'rti(u)'r), in rur') 're's; 're's; 8's ')most ')most '7sent '7sent"" A*ri( A*ri(u)t u)tur') ur') 'n/ re)'te re)'te/ / '(ti+i '(ti+itie tiess 8ere 8ere st'r+e st'r+e/ / o or*'ni or*'ni>e/; >e/; institution') (re/it" The rur') o)9 h'/ to /epen/ entire), on the mone, )en/ers; 8ho )ent oten 't usurious r'tes o interest" The (ooper'ti+e 7'n9s 'rri+e/ in In/i' in the 7e*innin* o 23th Centur, 's 'n oi(i') eort to (re'te ' ne8 t,pe o institution 7'se/ on the prin(ip)es o (ooper'ti+e or*'ni>'tion 'n/ m'n'*ement; suit'7)e or pro7)ems pe(u)i'r to In/i'n (on/itions" These 7'n9s 8ere (on(ei+e/ 's su7sti su7stitut tutes es or mone, mone, )en/ers )en/ers;; to pro+i/ pro+i/ee time), time), 'n/ '/e.u't '/e.u'tee shortshort-ter term m 'n/ )on*-t )on*-term erm institution') (re/it 't re'son'7)e r'tes o interest" In the orm'ti+e st'*e Cooper'ti+e 'n9s 8ere Ur7'n Cooper'ti+e So(ieties run on (ommunit, 7'sis 'n/ their )en/in* '(ti+ities 8ere restri(te/ to meetin* the (re/it (re/it re.uirement re.uirementss o their mem7ers" The (on(ept o Ur7'n Co-oper'ti+e Co-oper'ti+e 'n9  8's irst spe)t out 7, Meht' h'ns')i h'ns')i Committee Committee in 4G?G 8hi(h /eine/ on Ur7'n Cooper'ti+e Cooper'ti+e 'n9" Pro+isions o Se(tion D 0CC1 o 'n9in* Re*u)'tion A(t; 4G5G 0's 'pp)i('7)e to Cooper'ti+e oper'ti+e So(ieties1 So(ieties1 /eine/ /eine/ 'n Ur7'n Cooper'ti+e Cooper'ti+e 'n9 's ' Prim'r, Prim'r, Co-oper'ti+e Co-oper'ti+e 'n9 other  th'n ' Prim'r, Cooper'ti+e So(iet, 8's m'/e 'pp)i('7)e in 4G66"

*. FEATURES OF COOPERATIE BA4KS 

Cooper'ti+e 'n9s 're or*'nise/ 'n/ m'n'*e/ on the prin(ip') o (o-oper'tion; se)-he)p; 'n/ mutu') he)p" The, un(tion 8ith the ru)e o one mem7er; one +ote" Fun(tion on no 4G

 proit; no )oss 7'sis" 

Cooper'ti+e 7'n9s; 's ' prin(ip)e; /o not pursue the *o') o proit m''tion"



Cooper Cooper'ti 'ti+e +e 7'n9 7'n9 peror perorms ms ')) the m'in m'in 7'n9in* 7'n9in* un(ti un(tions ons o /eposit /eposit mo7i)i> mo7i)i>'ti 'tion; on; supp), o (re/it 'n/ pro+ision o remitt'n(e '(i)ities" Cooper'ti+e 'n9s pro+i/e )imite/  7'n9in* pro/u(ts 'n/ 're un(tion')), spe(i')ists in '*ri(u)ture re)'te/ pro/u(ts" #o8e+er; (ooper'ti+e 7'n9s no8 pro+i/e housin* )o'ns ')so"



Cooper'ti+e 7'n9 /o 7'n9in* 7'n9 in* 7usiness m'in), in the '*ri(u)ture 'n/ rur') se(tor"



Cooper'ti+e 7'n9s 're perh'ps the irst *o+ernment sponsore/; *o+ernment-supporte/; 'n/ *o+ernment-su7si *o+ernment-su7si/i>e/ /i>e/ in'n(i') in'n(i') '*en(, in In/i'" In/i'" The, *et in'n(i') in'n(i') 'n/ other he)p rom the Reser+e 'n9 o In/i' NAAR!; (entr') *o+ernment 'n/ st'te *o+ernments"



Cooper'ti+e 'n9s 7e)on* to the mone, m'r9et 's 8e)) 's to the ('pit') m'r9et"



Prim'r, '*ri(u)tur') (re/it so(ieties pro+i/e short term 'n/ me/ium term )o'ns"



Cooper'ti+e 7'n9s 're in'n(i') interme/i'ries on), p'rti'))," The sour(es o their un/s 0resour(es1 're: 0'1 Centr') Centr') 'n/ st'te st'te *o+ernm *o+ernment; ent; 071 The Reser+e Reser+e 'n9 o In/i' In/i' 'n/ NAAR!; NAAR!; 0(1 Other (o-oper't (o-oper'ti+e i+e instituti institutions; ons; 0/1 O8nership O8nership un/s 'n/; 0e1 !eposits !eposits or /e7entur /e7enturee issues" issues"



It is interestin* to note th't intr'-se(tor') )o8s o un/s 're mu(h *re'ter in (ooper'ti+e  7'n9in* th'n in (ommer(i') 7'n9in*" Inter-7'n9 /eposits; 7orro8in*s; 'n/ (re/it rom ' si*nii('nt p'rt o 'ssets 'n/ )i'7i)ities o (ooper'ti+e 7'n9s" This me'ns th't intr'23

se(tor') (ompetition is '7sent 'n/ intr'-se(tor') inte*r'tion is hi*h or (ooper'ti+e 7'n9"

*.1STRUCTURE OF COOPERATIE BA4KI45

RBI

NABARD

SCB#

SLDB#

CCB#

CLDB#

UCB#

PACS PLDB#

SCB':

BRANCHES OF SLDB#

St'te Cooper'ti+e 'n9s

SLDB': St'te L'n/ !e+e)opment 'n9s UCB':

Ur7'n Cooper'ti+e 'n9s

CCB':

Centr') Cooper'ti+e 'n9s

CLDB': Centr') L'n/ !e+e)opment 'n9s PACS:

Prim'r, A*ri(u)tur') Cre/it So(ieties

PLDB': Prim'r, L'n/ !e+e)opment 'n9s

24

*.*/ PURPOSE OF COOPERATIE BA4K The m'in 'im o (o-oper'ti+e 7'n9 is to re'(h '(tu') pro*ress o '*ri(u)ture se(tor 'n/ '(ti+it, o *r'ntin* '/+'n(es 'n/ )o'ns" So; 7e('use o purpose purpose 8e ('n s', th't (o-oper'ti+e (o-oper'ti+e is the 7est resour(e"

(" "8ue': Co-oper'ti+es 're 7'se/ on the se)-responsi7i)it,; /emo(r'(,; e.u')it, 'n/ so)i/'rit," In the tr'/ition o their oun/ers; (o-oper'ti+e mem7ers 7e)ie+e in the ethi(') +')ues o  honest; openness; so(i') responsi7i)it, 'n/ ('rr,in* or others"

(b Pri%7i!8e' The (o-ope (o-oper't r'ti+e i+e prin(i prin(ip)e p)ess 're *ui/e) *ui/e)ine iness 7, 8hi(h 8hi(h (o-ope (o-oper't r'ti+e i+e 7'n9s 7'n9s put their  their  +')ues into pr'(ti(e" *. o8u%t"r# o8u%t"r# "%d o!e% member'$i!:

The (o-oper'ti+e 7'n9s 're +o)unt'r, or*'ni>'tions open to ')) persons '7)e to use their ser+i(es 'n/ 8i))in* to '((ept the responsi7i)ities o mem7ership 8ithout *en/er; so(i'); r'(i'); po)iti(') 'n/ re)i*ious /is(rimin'tions" 2. Demo7r"ti7 member 7o%tro8

Co-oper'ti+e 7'n9 /o their mem7er 8ho '(ti+e), p'rti(ip'te in settin* their po)i(ies 'n/ m'9in* /e(isions; men 'n/ 8omen ser+in* (ontro) /emo(r'ti( or*'ni>'tions 's e)e(te/ represent'ti+es 're '((ount'7)e to the mem7ership in prim'r, (o-oper'ti+e mem7 mem7er erss h'+e h'+e e.u') e.u') +otin +otin* * ri*h ri*hts ts 'n/ 'n/ (o-o (o-oper per't 'ti+ i+ee 't the the other other )e+e) )e+e) 're 're ')so ')so or*'ni>e/ in ' /emo(r'ti( /e mo(r'ti( m'nner" . Member' e7o%omi7 !"rti7i!"tio%

Mem7er Mem7erss (ontri7 (ontri7ute ute e.u')it e.u')it, , 'n/ /emo(r /emo(r'ti 'ti(') (')), ), (ontro) (ontro) the ('pit' ('pit')) o their their (ooper'ti+e" At )e'st p'rt o the ('pit') is usu')), the (ommon propert, o the (ooper'ti+e" Mem7ers usu')), re(ei+e )imite/ (ompens'tion i 'n, on ('pit') su7s(ri7e/ 's the (on/ition o mem7ership" Mem7ers '))o('te surp)us or 'n, o the o))o8in*  purpose: /e+e)opin* their (o-oper'ti+e; possi7), 7, settin* up their reser+es; p'rt o  8hi( 8hi(h h 't )e's )e'stt 8ou) 8ou)/ / 7e in+i in+isi si7) 7)e; e; 7ene 7enei iti tin* n* mem7er mem7erss in prop propor orti tion onss to thei their  r 

22

tr'ns tr'ns'(t '(tion ionss 8ith 8ith the (o-oper (o-oper'ti 'ti+e +e 'n/ suppor supportin tin* * other other '(ti+i '(ti+itie tiess 'ppro+ 'ppro+e/ e/ 7, mem7ership"

+. Auto%om# "%d i%de!e%de%7e

Co-oper'ti+es 're 'utonomous; se)-he)p or*'ni>'tions (ontro) 7, their mem7ers" I  the, 're enter into '*reements 8ith other or*'ni>'tions; in()u/in* *o+ernment to r'ise ('pit') ('pit')"" For e
Co-oper'ti+e pro+i/es e/u('tion 'n/ tr'inin* or mem7ers; e)e(te/ represent'tions m'n'*ers 'n/ (ustomers" So; the, ('n (ontri7ute ee(ti+e), or the /e+e)opment o  their (o-oper'ti+es"

-. Co%7er% or 7ommu%it# Co-oper'ti+es 8or9 or the sust'in'7)e /e+e)opment o their (ommunities throu*h  po)i(, 'ppro+e/ 7, their mem7ers"

2?

*.** TYPES OF COOPERATIE BA4KS *. ST STA ATE COOPERA COOPERATI TIE E BA4KS BA4KS (SCB' (SCB'

St'te (ooper'ti+e 7'n9s 're ' e/er'tion o (entr') (ooper'ti+e 7'n9s 'n/ '(t 's ' 8't(h/o* o the (ooper'ti+e 7'n9in* stru(ture in the st'te" Its un/s 're o7t'ine/ rom sh're ('pit'); /eposits; )o'ns 'n/ o+er/r'ts rom the Reser+e 'n 9 o In/i'" St'te (ooper'ti+e 7'n9s )en/ mone, to (entr') (ooper'ti+e 7'n9s 'n/ prim'r, so(ieties 'n/ not /ire(t), to 'rmers"

2. CE4TRA CE4TRAL L COOP COOPERA ERATI TIE E BA4K BA4KS S (CCB' (CCB'

Centr') (ooper'ti+e 7'n9s 're the e/er'tions o prim'r, (re/it so(ieties in ' /istri(t 'n/ 're o t8o t,pes  those h'+in* ' mem7ership o prim'r, so(ieties on), 'n/ those h'+in* ' mem7ership o so(ieties 's 8e)) 's in/i+i/u')s" The un/s o the 7'n9 (onsist o  sh're ('pit'); /eposits; )o'ns 'n/ o+er/r'ts rom st'te (ooper'ti+e 7'n9s 'n/ &oint sto(9s" These 7'n9s in'n(e mem7er so(ieties 8ithin the )imits o the 7orro8in* ('p'(it, o  so(ieties"

. PRIMARY PRIMARY A5RICUL A5RICULT TURAL CREDIT CREDIT SOCIETIES SOCIETIES (PACS (PACS

Cooper'ti+es h'+e p)',e/ ' m'&or ro)e in the supp), o in'n(e to '*ri(u)tur') se(tor  or the /e+e)opment o )'n/; irri*'tion s,stem 'n/ or its me(h'ni>'tion" The '*ri(u)tur') (ooper'ti+e (re/it in Pun&'7 is /i+i/e/ into t8o se(tors m'in),; one /e')in* 8ith short 'n/ me/ium-term me/ium-term (re/it 'n/ the other 8ith the )on*-term )on*-term (re/it" (re/it" The )on* term (re/it is '8'r/e/ rom the Pun&'7 St'te Cooper'ti+e L'n/ Mort*'*e 'n9s 't the 'pe< 'n/ the Prim'r, Cooper'ti+e L'n/ Mort*'*e 'n9s 't /istri(t )e+e)"

25

+. PRIMAR PRIMARY Y COOP COOPERA ERAT TIE BA4K BA4KS S (PCB' (PCB'

The, 're non-'*ri(u)tur') so(ieties" These 're o t8o t,pes: Ur7'n (ooper'ti+e 7'n9s 'n/ S')'r, e'rners so(ieties" !e+e)opment o PCs is )oo9e/ 'ter 7, the RI" The RI 'n/ I!I oer oer them (on(ession') (on(ession') rein'n(e rein'n(e '(i)it, on ' se)e(te/ se)e(te/ 7'sis" The, oper'te in ur7'n 'n/ semi-ur7'n 're's" The, pro+i/e housin* in'n(e 'n/ )o'ns 'n/ '/+'n(es or  +'rious purposes su(h 's pett, tr'/e 'n/ in/ustr,"

*.*2 DIFFICULTIES FACED BY COOPERATIE BA4KS I4 RURAL AREAS * S8o) !rore'': The pro*ress o (o-oper'ti+e 7'n9s is not up to the e
2 Limited '7o!e o i%?e'tme%t:

The m'in o7&e(ti+e o (o-oper'ti+e 7'n9s is to pro+i/e (re/it '(i)ities to the poor peop)e i"e"; to sm')) 'n/ m'r*in') 'rmers 'n/ other 8e'9er se(tions" The, 8ere ori*in')), h'+in* )imite/ s(ope to in+est their surp)us un/s ree),"

 De8"# i% de7i'io% m"&i%:

The (o-oper'ti+e 7'n9s /ire(t), or in/ire(t), 7, +'rious '*en(ies i"e"; NAAR!; RI" Thus it t'9es )on* time to t'9e /e(ision on some import'nt issues" This; in turn 'e(ts the pro*ress o (o-oper'ti+e 7'n9s"

+ L"7& o tr"i%i% "7i8itie':

%ener')), the st' o (o-oper'ti+e 7'n9s is ur7'n oriente/ 'n/ the, m', not 9no8 the  pro7)ems 'n/ (on/itions o rur') 're's" L'(9 o tr'inin* '(i)it, (on(ernin* these 're's ')so ' )so 'e(ts the *ro8th o (o-oper'ti+e 7'n9s"

0 Poor re7o?er# r"te:

The re(o+er, perorm'n(e o the (o-oper'ti+e 7'n9s is not up to the m'r9" the re'son or   poor re(o+er, o )o'ns 'n/ mountin* o+er/ue 're@ in'/e.u'te super+ision 'n/ o))o8 up '(tion to 'ssess the en/ use o (re/it 7, (o-oper'ti+e 7'n9s /ue to in'/e.u'te st' in 7'n9s; 2D

 poor I/entii('tion o 7enei(i'ries; in'/e.u'te *ener'tion o output 'n/ in(ome 7, the  7enei(i'ries; poor m'r9etin* '(i)ities"

C$"!ter 2: T$e K"8u!ur Commer7i"8 Co O!er"ti?e B"%& Ltd.

26

9K"8u!ur  Our o)% B"%&;

2.*BACK5ROU4D: K')upur Commeri(') Coop" 'n9 Lt/"; 8's oun/e/ in 4G3 to ('ter to the nee/s )i9e time), 'n/ '/e.u'te (re/it '(i)ities o sm')) tr'/ers 'n/ in/ustri') units in 7i* (ities" ith this o7&e(ti+e in min/ Ahme/'7'/ %r'in Mer(h'nts Asso(i'tion promote/ this 7'n9 un/er the )e'/ership o )'te Shri ')/e+7h'i !os'7h'i P'te)" The 7'n9 8's re*istere/ in 4G3-4 un/er %u&'r't St'te Coop" So(ieties A(t 'n/ )'ter 8i/ens its s(ope 7, re*isterin* re*isterin* un/er mu)ti-st'te mu)ti-st'te (ooper'ti+e (ooper'ti+e so(ieties so(ieties A(t in 4GGD" It h's ' net8or9 net8or9 o 5?  7r'n(hes o 8hi(h 5 're un(tionin* un( tionin* in nei*h7orin* ur7'n to8ns +i>" 'r)'; 're&'; S'n'n/ S'n' n/ 'n/ %'n/hin'*'r in Ahme/'7'/ !istri(t" The 'n9 h's ')so opene/ 7r'n(hes outsi/e Ahme/'7'/ 't An'n/; '/o/r'; Khm7'ht; Sur't 'n/ K')7'/e+i 0Mum7'i1"

2.2 3ISTORY OF T3E KCCB: The 7'n9 h'/ ' +er, hum7)e; 7ut +er, inspirin* 7e*innin* on Dth !e(em7er 4G3" The 'n9 is '  proession')), m'n'*e/ “Fin'n(i') Institution” ' 7en(hm'r9 o tr'nsp'ren(,; (re/i7i)it, 'n/ inno+'tion"

The 'n9 is oun/e/ 7, L'te Shri ')/e+7h'i !os'7h'i P'te); L'te Shri %op')/'s Shi+)') P'te) 'n/ Shri Ar+in/7h'i i+'n)') S'he7'" The 'n9 h's nurture/ its tr'/ition') +')ues in 7usiness  pr'(ti(es 'n/ in ser+in* the sm')) 7usinessmen" These 8ere the peop)e 8ith /eep 'n/ '7i/in* i/e's; 'ith; +ision; optimism 'n/ entrepreneuri') s9i))s 8ith (ommen/'7)e sense o ser+i(e 'n/ /ut,"

The /,n'mism inuse/ 7, the o'r/ o !ire(tors; 'e(tion'te )o,')ties o ()ients 'n/ /e+otion o  st' mem7ers h's (re'te/ the soun/ oun/'tion o The K')upur Commer(i') Co-oper'ti+e 'n9  Lt/ 'n/ h's emer*e/ 's one o the )e'/in* Mu)ti S'te S(he/u)e/ Co-oper'ti+e 'n9 in the (ountr,"

2

The 'n9 h's '/opte/ ne8 te(hno)o*ies 'n/ '/+'n(e/ 'n9in* too)s to '// +')ue to its ser+i(es" The K')upur 'n9 h's e'rne/ ' n'me in (o-oper'ti+e 'n9in* se(tor /ue to its ri(h herit'*e; inte*r inte*rit, it, 'n/ '/here '/heren(e n(e to pru/en pru/entt 7'n9in 7'n9in* * pr'(ti pr'(ti(es (es;; te(hno) te(hno)o*, o*, '/+'n(e '/+'n(emen mentt (ustom (ustomi>e i>e/ /  pro/u(ts 'n/ ser+i(es" The K')upur 'n9 7e)ie+es th't “Customer !e)i*ht” is the u)tim'te *o') 'n/ h's ' stron* 7e)ie  th't (ustomers 'n/ ')) sh'reho)/ers; 8ho)ehe'rte/ support; '7so)ute 'ith 'n/ their p'tron'*e (oup)e/ 8ith h'r/ 8or9 o the st' mem7ers h's 7een )'r*e), responsi7)e or its note8orth, 'n/ 'ppre(i'7)e *ro8th" The K')upur 'n9 is (ommitte/ to pro+i/e 7'n9in* ser+i(es 8ith spee/; (omort 'n/ (on+enien(e" The K')upur 'n9 h's ' +ision'r, *ro8th p)'n o(usin* ')) 7usiness str'te*ies" The 'n9 h's 55 7r'n(hes o 8hi(h ?? 're situ'te/ in 'n9s o8n premises" These 7r'n(hes 're spre spre'/ '/ o+er o+er Ahme/ hme/'7' '7'/; /; S'n'n S'n'n/; /; 're 're&' &';; '+) '+)'; '; An'n An'n/; /; Kh'm Kh'm7h' 7h't; t; V'/o/' /o/'r'; r'; Sur' Sur't; t; %'n/hin'*'r 'n/ Mum7'i"

2. MISSIO4 •

K')upur 'n9 8i)) pro+i/e to its (ustomers; premier 7'n9in* ser+i(es throu*h te(hno)o*, up*r'/'tion"

2.+ ISIO4 •

K')upur 'n9 8i)) stri+e to emer*e 's the most preerre/ (o-oper'ti+e 'n9 7, 2323"

2.0 MILESTO4ES OF KALUPUR COMMERCIAL CO.OP BA4K.    

  

The 'n9 8hi(h 8's opene/ in ' sm')) 're' o 2D3 s."t" In the ,e'r 4G3 h's no8 ??  premises o its o8n 8hi(h 're u)tr'mo/ern 'n/ sp'(ious" The 'n9 st'rte/ p',in* 42  /i+i/en/ rom the ,e'r 4G 'n/ '(hie+e/ A ()'ss in 'u/it rom RI" In the ,e'r 4GD; the 'n9 *ot /ire(t mem7ership in the ()e'rin* house" e('use o ee(ti+e '/ministr'tion; the 'n9 8's honore/ to 8or9 's “A/ministr'tor” o  ' 8e'9 (o-oper'ti+e 'n9 n'me/ 's “VIKRAM CO-OPERATIVE ANK LT!” in the ,e'r 4G?" In 4G6; the 'n9 st'rte/ ren(hies rom its o8n #e'/ Oi(e ui)/in* 8hi(h 8's in'u*ur'te/ 7, the then Prime Minister Shri V"P" Sin*h" In the ,e'r 4G-G; the 'n9 8's permitte/ to '((ept “4RI De!o'it' ” In the ,e'r 4GG2; the 'n9 st'rte/ “Com!uter Di?i'io% ” in the 'n9" This 8's the irst step to8'r/s m'9in* the 'n9 's Te(hno S'++, 'n9" 2



  

   

In the ,e'r 4GG?-G5" The 'n9 '(hie+e/ top position 'mon*st ')) (o-oper'ti+e 'n9s in %u&'r't in terms o usiness The 'n9 h's m'int'ine/ its num7er HO4E r'n9 ti)) no8" In 4GGD; the 'n9 8's permitte/ to 8or9 's “B"%& B"%&er er to t$e t$e i''ue i''ue”" This 8's ' note8orth, '(hie+ement" The 'n9 su((essu)), h'n/)e/ three issues in one month" In the ,e'r e'r 4GGD 4GGD;; the 'n9 'n9 *ot *ot the the st't st'tus us o Mu)t Mu)tii St't St'tee S(he S(he/u /u))e/ 'n9" 'n9" It 8's ' uni.ue honour" The 'n9 opene/ ' 7r'n(h in Mum7'i" In the ,e'r 4GGG; the 'n9 st'rte/ “!em't !ep'rtment”" At th't time; the 'n9 8's the irst (o-oper'ti+e 'n9 in the (it, o Ahme/'7'/ to st'rt !em't !ept 'n/ un(tion 's !epositor, P'rti(ip'nt 0!"P"1 0!"P"1 o N'tion') Se(urities !epositories Lt/" 0NS!L1 In the ,e'r 233?-35; the K')upur 'n9 8's 'uthori>e/ 7, the Ahme/'7'/ Muni(ip') Corpor'tion to (o))e(t propert, t'< 'n/ Vehi()e Vehi()e T'<" The The 'n9 'n9 h's h's 7een 7een perm permit itte te/ / to 8or9 8or9 's “Aut$oriHed Aut$oriHed St"m! e%dor e%dor ” 7, the %o+ernment o %u&'r't" ?? 7r'n(hes o the 'n9 're pro+i/in* this ser+i(es" The 'n9 h's entere/ into the 7usiness o %ener') Insur'n(e 's “Reerre/ A*en(,” 8ith '&'& A))i'n> Co" In the ,e'r 233D the RI permitte/ the 'n9 to st'rt “Re"8 Time 5ro'' Sett8eme%t ” 0RT%S1 ser+i(es; No8 the 'n9 is )in9e/ to 333 7'n9 7r'n(hes o the (ountr, or un/ tr'nser" The The 'n9 *i+es * i+es RT%S B NEFT B NECS 'n/ spee/ ()e'rin* ser+i(es"

The 'n9 'n9 8's 8's the irst irst (o-oper (o-oper'ti 'ti+e +e 'n9 'n9 in in the the st'te st'te o %u&'r' %u&'r'tt to 7e on RT%S RT%S  p)'torm"  The 'n9 is ' mem7er o CCIL 0C)e'rin* Corpor'tion o In/i' Lt/ 1 8hi(h *i+es the 'n9 'n '((ess to +'rious /e')in* p)'torms or /e')in* in %o+ernment Se(urities; C')) Mone, 'n/ (on/u(tin* (o))'ter')i>e/ orro8in* 'n/ Len/in* O7)i*'tion 0CLO1 irst 'n/ on), (o-oper'ti+e (o-oper'ti+e 'n9 'mon*st 'mon*st s(he/u)e/; !istri(t !istri(t 'n/ St'te  The 'n9 is the irst Co-oper'ti+e 'n9s in %u&'r't to *et )i(ense 's 'n Authori>e/ !e')er ('te*or,  4; to /e') in Fore<; rom RI in 233" T$e K"8u!ur B"%& i' t$e o%8# B"%& i% A$med"b"d Cit# )it$ " De"8i% Room or ForeG o!er"tio%'.  The 'n9 h's h 's inst'))e/  ? on site 'n/ 2 o-site ATM ATMs" s" 'n9 in* '(i)ities"  The 'n9 pro+i/es SMS 'n9in*

2.- PRIES PRIE S A4D A
UTKARS3A A)"rd (2//

For >ero NPA  *i+en 7, %u&'r't St'te Co-Oper'ti+e Union  %u&'r't St'te Ur7'n Co-Oper'ti+e 'n9 Fe/er'tion"

EG7e88e%7# A)"rd

, %u&'r't Times or A(hie+ement in NRI B NR% !eposits"

2G

K%o)8ede Re?o8utio%

F)oo F)oo/ / IT , %u&' %u&'rr't St't St'tee Fe/er'tion"

Ur7'n 7'n

Co-Op o-Oper er't 'tii+e 'n9  'n9 

B"%& )it$ Deere%7e

, %u&'r't St'te Ur7'n Co-oper'ti+e 'n9s Fe/er'tion

S3ERDIL 5u>"r"t A)"rd

, %o+t" o %u&'r't or )oo/ !on'tion ('mps"

2., FACTS 6 FI5URES • •

• • •

• • • • •

•

Or*'ni>'tion') t,pe : Prim'r, Ur7'n Coop" 'n9  Le*') Form : Coop" 'n9 Re*istere/ un/er  : Mu)ti (oop" so(ieties A(t Oper'tion') orm : S(he/u)e/ 'n9  !'te est'7)ishe/ : !e(em7er 4G3 Lo('tion : K')upur 'n9 h'+'n Ne'r In(ome T'< T'< Cir()e Ashr'm Ro'/; Ahm'/'7'/ ?3345 Phone  other : Phone 3G-2D2323 - 26 Communi('tion F'< 3G 2D555D3 e7 : 888"9')upur7'n9"(o 888"9')upur7 'n9"(om m Em'i) : ino9')upur7'n9"(om  No" o mem7ers : More th'n 56 thous'n/ 8ho h'+e (ontri7ute/ ' ('pit') o Rs"D"4 (r" , en/ o 2345-4D the 7'n9 h's (re'te/ reser+es o  Rs"D6"64 (r" Turn o+er : !eposits Rs"5DD"4 (r" A/+'n(es : Rs"22"D (r" or9in* C'pit') : Rs.DGG4"?2 (r" : Rs.D"?D (r" Proit

2. Fi%"%7i"8 D"t" •

Sh're C'pit')

: D"4 (r"

•

'n9 o8ne/ Fun/

: Rs"2"64 (r"

 Net NPO

: 3

•

•

C'sh on h'n/; %OVT se(urit, in+estment 'n/ RI /eposit: 262"G (r"

•

Ater pro+ision net proit: Rs"?"?D (r"

?3

2.1 FUTURE PLA4S: •

The 7'n9 8'nts to open ne8 D4 7r'n(hes in ')) o+er %u&'r't 7, 234D"

•

The 7'n9s 8i)) /e(re'se the Non Perormin* Assets 's soon 's possi7)e"

•

The uture p)'n o the 7'n9 is th't it 8'nts to in(re'se the in+estment 7 , them throu*h in+estment"

•

E-7'n9in* 'n/ net 7'n9in* 7'n9 in* '(i)ities 8i)) 7e impro+e/ short),"

•

The 7'n9 8i)) impro+e their in h ouse '(i)ities )i9e r'n9in*; ATM ATM (enters et("

UALITY CO4TROL: •

The 7'n9 8'nts to 9eep the positi+e 'ttitu/e to8'r/s the (ustomers rom m'n'*ement si/e"

•

The m'n'*ement 8'nts to so)+e the .uer, o the (ustomers on the spot"

2.*/ DIFFERE4T TYPES OF DEPOSIT ACCOU4T FiGed de!o'it': In In/i'; ien 8i)) *et up to 3"D3 hi*her r'te o interest on their F!"

Fe"ture' o iGed de!o'it': ?4

The m'in e'tures 're 's o))o8s: 4" The m'in purpose o i
Ad?"%t"e' o iGed de!o'it':

4" A i
Di'"d?"%t"e' o iGed de!o'it': 4" F! 's 'n in+estment is )ess ris9, th'n this 'spe(t is the re'son 8h, its returns 're )o8er  (omp're/ to other in+estment options" 2" Then there is 'n issue o )i.ui/it,; 8hi)e ,our mone, is )o(9e/ up 8ith the 7'n9; it is not e's, to 8ith/r'8 't ' moments noti(e" In '(t i ,ou 8ith/r'8 7eore the '*ree/ /ur'tion; ,ou 8i))  7e pen')i>e/" ?" There is no t'< 7eneit in this in+estment; un)i9e the inr'stru(ture 7on/s or the N'tion') S'+in*s Certii('te 0NSC1" So; e+en rom ' t'<'tion point this is not the 7est o in+estment options" ?2

??

T#!e' o FiGed De!o'it A77ou%t' *. S"?i S"?i% % B"%& B"%& A7 A S'+in* 'n9 AB( ('n 7e opene/ 8ith 'n initi') /eposit o Rs"D33B- 8ithout Che.ue oo9  '(i)it, 'n/ Rs"4333B-8ith Che.ue oo9 '(i)it," E)i*i7)e ('te*ories to open S AB(: 4" An, An, in/i in/i+i +i/u /u') ')ss 2" oint AB( 8ith 8ith others others in the orm o either either or Sur+i+or Sur+i+or;; Former or Sur+i+o Sur+i+or; r; 'n/ &oint &oint et(" ?" oin ointt #in/u #in/u 'mi 'mi), ), 0#U 0#UF1 F1 5" Coop So(ieties; So(ieties; C)u7s; So(ieties; So(ieties; Asso(i't Asso(i'tions ions et(" Interest r'te or s'+in* 7'n9 AB( is 5"33 per 'nnum" A minimum 7')'n(e o Rs"D33B08ithout Che.ue oo91 'n/ Rs"4333B- 08ith Che.ue oo91 h's to 7e m'int'ine/ in the '((ount; other8ise ser+i(es (h'r*es 're )e+ie/ on month), 'sis"

2. Curre%t B"%& A7

A Current AB( ('n 7e opene/ 8ith the initi') /eposit o Rs"D333B-" It ('n 7e opene/ in the n'me o in/i+i/u'); ' So)e Propriet'r, Con(ern p'rtnership irm; ()u7; Re)i*ious Institution; Asso(i'tion %o+t" B Semi %o+t" !ept"; Lo(') o/ies" As usu'); ')) prospe(ti+e 'pp)i('nts nee/ to i)) in the A((ount openin* orms 8herein o))o8in* /o(uments 're re.uire/ to 7e 'tt'(he/: P'rtnership irm:

•

P'rt P'rtne nerrshi ship

!ee/ !ee/

/u), /u),

'tte 'ttesste/ te/

Pri+'te )t/" B pu7)i( )t/" Comp'n,: ?5

•

Cop, o 'rti()e o 'sso(i'tion  memor'n/um o 'sso(i'tion

•

Cop, o (ertii('te o in(orpor'tion" A)) Current AB( nee/ to 7e intro/u(e/ proper), rom 'nother (urrent '((ount AB( ho)/er on)," St' mem7ers 're not '))o8e/ to intro/u(e ' Current AB(" A minimum 7')'n(e o Rs"D333B- h's to 7e m'int'ine/"

. Lo7&er' A7 Lo(9ers o our /ierent si>es +i>" sm')); me/ium; )'r*e 'n/ ee o the )o(9er hire/" The 'nnu') r'tes o Lo(9er rent 'n/ the )ien 're 's o))o8s" Term De!o'it or Lo7&er

A minimum o Rs"43333B- h's to 7e p)'(e/ in Term !eposit 7, ' )o(9er hirer 's per RI *ui/e)ines" 4omi%"tio% mu't or I%di?idu"8 Lo7&er 3o8der'

A Sin*)e )o(9er ho)/er must nomin'te someone in his )o(9er AB( to re(ei+e the 'rti()es ),in* in his )o(9er 'ter his /e't

?D

2.*2 OT3ER SERICES PROIDED BY KCCB *. ATM ATM Ser?i7e: K"8u!ur B"%& i' !roud to oer 'er?i7e' o ATM.

An, in/i+i/u') h'+in* s'+in*s 7'n9 '((ount 8ith one n'me or &oint ho)/ers h'+in* instru(tions to 8ith/r'8 8ith one si*n'ture ('n h'+e our ATM ATM ('r/" I ,ou h'+e (urrent '((ount 8ith so)e proprietorship; or p'rtnership '((ount 8here+er the 8ith/r'8') is permitte/ 8ith sin*)e si*n'ture; the ATM ('r/ '(i)it, ('n 7e en&o,e/" The ATM ('r/ ('n ')so 7e use/ in o+er/r't '((ounts '*'inst i
2. RT5S S Ser er?i ?i7e 7e::

RA h's imp)emente/ RT%S s,stem or the 7'n9s in In/i'; 8here 7'n9s ('n remit un/s to other other 7'n9s 7'n9s throu*h throu*h this me(h'ni me(h'nism" sm" The RT%S RT%S s,stem s,stem is m'n'*e/ m'n'*e/ 7, I!RT I!RT;; #,/er'7'/; 8hi(h (onne(ts ')) 7'n9s 7 'n9s to ' (entr') ser+er m'int'ine/ 't RI" E'(h E'(h 7'n9 7'n9 m'in m'int' t'in inss ' poo) poo) '((ou '((ount ntss 8ith 8ith RI RI or or in) in)o8 o8 'n/ 'n/ out) out)o8 o8 o un/s un/s re(ei+ re(ei+e/B e/Bp'i p'i/ / throu*h throu*h RT%S" RT%S" The 7'n9 h's to monito monitorr the 7')'n(e 7')'n(e in the '((ount '((ount thro throu*h u*hou outt the the /',; /',; so ' so 9eep 9eep it su sui( i(ie ient nt), ), un/ un/e/ e/;; to t'9e t'9e ('re ('re o out8' out8'r/ r/ remitt'n(es" For (ustomer remitt'n(es; the minimum 'mount or RT%S tr'nsers Rs" 2 )'("

. 4EFT 4EFT Se Ser? r?i7 i7e: e: This is 'nother un/ tr'nser '(i)it, or 7'n9s in In/i'; 8hi(h runs on the 7't(h  pro(ess metho/" This is use/ or sm')) remitt'n(es 7, (ustomers rom 'n '((ount 8ith one 7'n9 to 'nother '((ount in 'nother 7'n9" The un/s '/&ustment '/&ustment or NEFT is ')so /one throu*h the poo) '((ounts m'int'ine/ 7, in/i+i/u') 7'n9s"

+. Lo7& Lo7&er er F"7i F"7i8i 8it# t# ?6

0. St"m St"m! ! Fr" Fr"%& %&i% i%: : K')upur 'n9 h's 7een permitte/ permitte/ or st'mp r'n9in* 7, %o+t" o %u&'r't" =ou ('n *et the '(i)it, o st'mp r'n9in* 't ,our ne'rest 7r'n(h"

-. B"%& "''ur"%7e: K')upur 'n9 h'+e NON LIFE INSURANCE PRO!UCTS reerr') '*reement 8ith AA ALLIAN$ %ENERAL INSURANCE CO" LT! LT!

• • • • •

T$e Produ7t' "re Asset Insur'n(e Motor Insur'n(e #e')th Insur'n(e Tr'+e) Insur'n(e Other Insur'n(e

,. SMS B"%&i%. . AMC Pro!ert# T"G T"G 1. P"% C"rd Ser?i7e */. A%# Br"%7$ B"%&i% (ABB An, r'n(h 'n9in* 0A1 is ' '(i)it , or (ustomers to oper'te their '((ount rom 'n , o net8or9e/ 7r'n(hes" The 7r'n(h 8here the (ustomer m'int'ins his '((ount is the 7'se  7r'n(h 'n/ the 7r'n(h rom 8here he ('rries out his tr'ns'(tions is reerre/ 's the remote  7r'n(hes" An, r'n(h 'n9in* '(i)it, is '+'i)'7)e '+'i)'7)e in ALL 7r'n(hes o our 'n9"

F"7i8itie' "?"i8"b8e u%der ABB: 

C"'$
 7r'n(hes 7, presentin* ' se) /r'8n (he.ue" This '(i)it , is not e


C"'$ C"'$ De!o'it De!o'it:: !eposit ('sh or (re/it o ,our '((ount throu*h 'n, o  our 

 7r'n(hes" M'
?

 p'rti(u)'r /', is Rs D3;333B - on), 

Fu%d Tr"%'er': Tr"%'er': Inst'nt un/ tr'nser 7et8een ,our '((ounts or 7et8een ,our 

'((ount 'n/ 'n, 'n , thir/ p'rt, '((ount m'int'ine/ 't /ierent 7r'n(hes"



Ahme/'7'/ 't De!o'it o Lo7"8 C$eue': =ou ('n /eposit (he.ues p','7)e 't Ahme/'7'/ remote remote 7r'n(he 7r'n(hess or (re/it (re/itin* in* the pro(ee/ pro(ee/ss 'ter 'ter re')i> re')i>'ti 'tion on to ,our '((ount '((ount m'int'ine/ 't 7'se 7r'n(hes"



,our  )o'ns Re!"#me% Re!"#me%tt to Lo"% Lo"% "77ou%t "77ou%t': ':  No8 ,ou ('n m'9e rep',ments to ,our )o'ns su(h 's #ome Lo'n; Vehi()e Lo'n; et(" he)/ 8ith ,our 7r'n(h throu*h 'n, o our  'n9 r'n(hes 7, C'sh B Lo(') (he.ue"



Term de!o'it Tr'ns'(tions not '))o8e/.

**. 4RE A77ou%t':  NRE '((ounts ('n 7e opene/ 's s'+in* 7'n9 '((ount; (urrent '((ount; '( (ount; re(urrin* /eposit '((ounts or term /eposit 8ith minimum perio/ o one ,e'r"  NRE '((ount ('n 7e opene/ 's &oints '((ounts; in the m'ne o t8o or more non-resi/ent in/i+i/u')s; 8ho 're persons o In/i'n n'tion')it, or In/i'n ori*in" Openin* o NRE '((ount; &oint), 8ith ' person resi/ent in In/i' is not permitte/"  No )ien is permitte/ to 7e m'r9e/ on 7')'n(es he)/ in NRE s'+in* '((ounts"

*2. 4RO A77ou%t: These '((ounts 're Rupee '((ounts 'n/ ('n 7e opene/ 'n/ m'int'ine/ 7, 'n, person resi/ent outsi/e In/i' 'n/ ')so 7, Forei*n Tourist; 8ho 're on ' short +isit to In/i' on tourist +is'" The ne8 '((ounts 're to 7e opene/ 7, sen/in* resh remitt'n(es rom '7ro'/ or tr'nser o un/s rom NROBNREBFCNR '((ounts" hen ' resi/ent 7e(omes ' non-resi/ent; his /omesti( Rupee '((ount; h's to 7e re/esi*ne/ ' s'n NRO '((ount" *" Ad"%i 5"' Ltd bi88' Co88e7tio% F"7i8it#

?

C3APTER : LITERATURE REIE<

?G

A%der'o% *11+O+er the )'st our /e('/es; the )iter'ture h's /eine/ 'n/ me'sure/ (ustomer  s'tis'(tion in m'n, /ierent 8',s" S'tis'(tion 's p)e'sur'7)e u)i))ment@ 's su(h; the (onsumer  +ie8s +ie8s (onsump (onsumptio tion n 's s'tis s'tis,i ,in* n* some some nee/; nee/; /esir /esire; e; *o'); *o'); et(" et(" in 8hi(h 8hi(h its u)i) u)i))me )ment nt is  p)e'sur'7)e"

In spite o m'n, /einitions o (ustomer s'tis'(tion in the )iter'ture; ' (ommon 8', to /eine (ustomer s'tis'(tion is to o))o8 the 'ppro'(h o the e
(ustomer er s'tis s'tis'( '(tio tion n is /e)ine /e)ine'te 'te/ / 's the (onsum (onsumer erss A%der' A%der'o% o% "%d Su88i? Su88i?"% "% *11 *11 (ustom e+')u'tion th't 'n9in* F'(i)ities meet or ')) to meet the (ustomers e
Bou8di% et "8. *11 Customer s'tis'(tion h's *ener')), 7een su**este/ to (ont'in t8o su(h /ierent /imensions 's ' tr'ns'(tion-spe(ii( e+')u'tion 'ppro'(h 'n/ 'n o+er')); (umu)'ti+e e+')u'tion 'ppro'(h" Th't is; there e'tions o (ustomer s'tis'(tion in the )iter'tur )iter'ture" e" Prior rese'r(h h's portr',e/ portr',e/ (ustomer (ustomer s'tis'(t s'tis'(tion ion 's tr'ns'(tion tr'ns'(tion-spe(i -spe(ii(" i(" Custom Customers ers s'tis'( s'tis'(tio tion n is seen seen 's ' post-( post-(ons onsump umptio tion n e+')u' e+')u'ti+ ti+ee &u/*me &u/*ment nt o ' p'rti(u p'rti(u)'r  )'r   pur(h'se ein* the s'tis'(tion metri( in the ACSI /'t'; is o+er')) o+er')) or (umu)'ti+e (umu)'ti+e s'tis'(t s'tis'(tion; ion; 8hi(h is; in other 8or/s; re)'tionshi re)'tionship-spe( p-spe(ii( ii("" ith ith this ormu)'tion; o+er')) s'tis'(tion ('n 7e +ie8e/ 's ' (ustomers o+er')) s'tis'(tion ee >ess (ustom (ustomer er s'ti s'tis s'(t '(tio ion n 's the the out( out(om omee o ' sin* sin*)e )e tr'n tr'ns' s'(t (tio ion" n" Thus Thus;; this this tr'ns'(tion-spe(ii( s'tis'(tion ormu)'tion m', 7e too restri(ti+e  i"e"; the tr'ns'(tion spe(ii( s'tis'(tion 'ppro'(h h's ' +er, )imite/ pre/i(ti+e po8er m'int'ins th't o+er')) s'tis'(tion is more 'ppropri'te or 'n 'n'),sis o the s'tis'(tion re)'tionship; in'smu(h 's the (umu)'ti+e 53

s'tis'(t s'tis'(tion ion (onstru(t (onstru(t is ('p'7)e o '**re*'tin* '**re*'tin* or 7)en/in* 7)en/in* in/i+i/u') in/i+i/u') s'tis'(ti s'tis'(tion on episo/es" episo/es" Li9e8ise; the o+er')) s'tis'(tion ormu)'tion is 7etter 't pre/i(tin* (onse.uent 7eh'+iors 'n/ e(onomi( out(omes"

Yi= *11* One o the most import'nt re(ent 'spe(ts o this (ustomer s'tis'(tion metri( is th't

'('/emi '('/emi(s (s i/enti i/enti, , /ier /ieren(e en(ess in (ustom (ustomer er s'tis s'tis'(t '(tion ion '(ross '(ross in/i+i in/i+i/u') /u') (ustom (ustomers ers 'n/ (ompetiti+e settin*s 0pro/u(t or ser+i(e ('te*ories 'n/ irms1"

For e<'mp)e; the ee(ts o su(h (ustomer (h'r'(teristi(s 's '*e; *en/er; in(ome; 'n/ e/u('tion on )e+e)s o (ustomer s'tis'(tion" Customer s'tis'(tion is one o the most import'nt metri(s in m'r9et m'r9etin* in*;; sin(e sin(e 'n9 'n9 re*'r/ re*'r/ (ustom (ustomer er s'tis s'tis'(t '(tion ion 's one o the 9e, 7usine 7usiness ss *o')s *o')s or  e+')u'tin* the ee(ti+eness o their 7usiness oper'tions" In '//ition; (ustomer s'tis'(tion is ' st'rtin* st'rtin* metri( o the +')ue (h'in 7et8een (ustomer (ustomer s'tis'(tion; s'tis'(tion; (ustomer )o,')t,; )o,')t,; 7'n9in* '(i)it,; '(i)it,; (ustomer s'tis'(tion h's 7een sho8n to positi+e), imp'(t oper'tin* m'r*ins; '((ountin* returns; returns on in+estment; 'n/ ('sh )o8 'n/ sh'reho)/er +')ue"

A%der'o% "%d For%e88 *11 'n9s h'+e in+este/ ' *re't 'mount o mone, on this metri(; 's

(ustomer s'tis'(tion in+estments represent the num7er one m'r9etin* rese'r(h e
O8i?er "%d DeS"rbo *1 The m'in (onse.uen(e o (ustomer s'tis'(tion; h's 7een /eine/ 'n/

me'sure/ in m'n, +'rious 8',s o+er the p'st /e('/es" E'r), '('/emi( 'n/ pr'(titioner rese'r(h o(use/ on the (ustomer s'tis'(tion metri( or se+er') re'sons; 's /is(usse/ e'r)ier" 54

Ser+i(e pro(ess perorm'n(e o 'n or*'ni>'tion shou)/ 7e me'sure/ (ontinuous), to '(hie+e (ompe (om peti titi ti+e +e '/ '/+' +'nt nt'*e '*e 'n 'n/ / th this is is po poss ssi7 i7)e )e th thro rou* u*h h pr pro+i o+i/i /in* n* e< e<(e) (e))e )ent nt se ser+ r+i( i(ee 7, 'n, or*'ni>'tion" The .u')it, o the pro/u(ts or the .u')it, o (ustomer ser+i(e /etermines the /e*ree o (ustomer s'tis'(tion" The (ustomer s'tis'(tion not on), me'ns; s'tis,in* the (ustomers 7ut ')so (ustomer retention in ('se o ser+i(e 'i)ure" The or*'ni>'tion shou)/ so)+e the (omp)'ints throu*h +'rious ser+i(e re(o+er, str'te*ies" It is m'n/'tor, to i/enti, the imp'(t o ser+i(e 'i)ure 'n/ (ustomer ee/7'(9 or the sur+i+'); su((ess 'n/ prosperit, o 'n or*'ni>'tion" The re') +i(tor, o 'n or*'ni>'tion is 7'se/ on the /e*ree o )o,')t, o the (ustomers" Attr'(tion; retention 'n/ enh'n(ement o the (ustomer re)'tionship 're essenti') to m'int'in; /e)i*hte/ 'n/ (ommitte/ (ommi tte/ (ustomers; (ustomers; 8ho orm the 7'sis or the sust sust'in'7) 'in'7)ee (ompet (ompetiti+e iti+e position position o the 7'n9" Pro+i/in* e<(e))ent ser+i(e .u')it, is 8i/e), re(o*ni>e/ 's ' (riti(') 7usiness re.uirement" It is Hnott &us Hno &ustt ' (or (orpor por'te 'te o oeri erin*; n*; 7ut ' (om (ompeti petiti+ ti+ee 8e' 8e'pon pon 8hi(h 8hi(h is Hes Hessen senti' ti')) to (or (orpor por'te 'te  proit'7i)it, 'n/ sur+i+')" #o8e+er; ser+i(e .u')it,; p'rti(u)'r), 8ithin the Ser+i(es se(tor; rem'ins ' (omp)e< (on(ept 'n/ there is )itt)e (onsensus 's to the /ri+ers or ee(ti+e /e)i+er,"

3e'&ett et "8 (*11+ The ser+i(e proit (h'in; irst propose/ 7, hes9ett et ') ithin the ser+i(e

The o+er')) (h'in sees ser+i(e .u')it, /ri+in* (ustomer s'tis'(tion; 8hi(h (re'tes (ustomer  )o,')t, )e'/in* to *ro8th 'n/ proit" The spe(ii( re)'tionship 7et8een emp)o,ee s'tis'(tion; ser+i(e .u')it, 'n/ (ustomer s'tis'(tion h's 7een the su7&e(t o ' num7er o empiri(') stu/ies" The re)'tionship is oten /es(ri7e/ 's the Hs'tis'(tion mirror reinor(in* the i/e' th't 7usiness su((ess resu)ts rom emp)o,ee s'tis'(tion 7ein* Hre)e(te/ in terms o (ustomer s'tis'(tion The  7')'n(e o e+i/en(e su**ests th't emp)o,ee s'tis'(tion is ' 9e, /ri+er o ser+i(e .u')it, or  e<'mp)e; in/ th't Hemp)o,ee s'tis'(tion /ire(t), 'e(ts 7oth ser+i(e .u')it, 'n/ (ustomer  s'tis'(tion

Ser?i7e' "re diere%t i% t$ree 7riti7"8 dime%'io%':

- Ser+i(es 're int'n*i7)e@ 's su(h the, 're ' re more '9in to perorm'n(es r'ther th'n o7&e(ts

52

- Ser+i(es 're hetero*eneous@ /e)i+er, ('n +'r, rom pro+i/er to pro+i/er 'n/ (ustomer to (ustomer

- Pro/u(tion 'n/ (onsumption o Ser+i(es 're insep'r'7)e" Ser+i(es 're not Hm'nu'(ture/ remote), 'n/ then /e)i+ere/ int'(t to the (ustomer"

'n9in* (ustomers; in/ ' mu(h stron*er re)'tionship 7et8een te(hni(') .u')it, 'n/ s'tis'(tion th'n un(tion') .u')it, 'n/ s'tis'(tion" Criti(')),; it is the perorm'n(e o the o+er')) H7's9et o   pro(esses; r'ther th'n perorm'n(e o one or t8o in/i+i/u') pro(esses; 8hi(h /etermines s'tis'(tion )e+e)s" There is ' /ire(t ('us') re)'tionship 7et8een st' s'tis'(tion; ser+i(e .u')it, 'n/ (ustomer (ustomer s'tis'(ti s'tis'(tion" on" ithin ithin the ser+i(e ser+i(e proit proit (h'in )iter'ture )iter'ture;; the s'tis'(ti s'tis'(tion on mirror  mirror  simp)i simp)ii ies es this this re)'ti re)'tions onship hip su**es su**estin tin* * th't th't st' st' s'tis s'tis'( '(tio tion n is ' /ire(t /ire(t /ri+er /ri+er o (ustom (ustomer  er  s'tis'(tion"

.2 M"d$"?!ur" EG!erie%7e

hen in the ,e'r 2334 there 8's ' in'n(i') s('m 't M'/h'+pur' Cooper'ti+e 'n9 m'n,  peop)e 7e('me 7e(' me sus(epti7)e to8'r/s (oop" 7'n9in* s,stem" Sin(e K')upur 'n9 8's ')so orme/  7, tr'/ers )i9e M'/h'+pur'; thereore (ustomers (on(ern '7out their /eposits 8's .uite *enuine" The, st'rte/ 8ith /r'8in* mone, rom the 'n9; p'rti(u)'r), rom its K')upur 7r'n(h 8hi(h h's m'in), /eposits rom tr'/ers" !urin* th't time; the 7'n9 h'/ ' +er, stron* /eposit 7'se o  Rs"42G (r" m'&orit, o 8hi(h 8's in orm o )on*-term /eposits"

5?

The m'n'*ement too9 +'rious steps to 8in o+er the (oni/en(e o the (ustomers"

ut (ustomers (ustomers 8'nte/ to 7e on the s'e si/e 'n/ 8ith/re8 8ith/re8 their /eposits" /eposits" The M'n'*ement M'n'*ement put m'ssi+e sh'mi'n's 0tents or sh'/o81; 'rr'n*e/ 8'ter 'n/ oo/ or the /epositors; (ontinue/; 'n/ '))o8e/ the (ustomers 7e,on/ 7'n9in* hours to 8ith/r'8 their /eposits" Ater e8 /',s 8hen the /epositors re')i>e/ th't the 'n9 h's not 7een /is(our'*in* 8ith/r'8')s 'n/ e+en m'9in* ')) 'rr'n*ements or the (on+enien(e o the /epositors; the, st'rte/ /epositin* 7'(9 their  8ith/r'8')s 'n/ reposin* their 'ith 8ith 'n9"

E+en to/', the (ustomers h'+e u)) (oni/en(e on the (re/i7i)it, o the (ustomers 'n/ the 'n9" The /'m'*e 8's /one to (ooper'ti+e se(tor 7, M'/h'+pur' 'n9" It h'/ ' (h'in re'(tion" At m'n, p)'(es in the (ountr,; peop)e )ost 'ith in (ooper'ti+e 7'n9in* s,stem" Conse.uent),; )'r*e num7er o Ur7'n 'n9s (o))'pse/ 'n/ K')upur 'n9 too suere/ ' /ent" Their /eposit 7'se *ot /ep) /ep)et ete/ e/ rom rom Rs"4 Rs"42G 2G  (r" (r" in 4GGG4GGG- 2333 2333 to Rs" Rs"?4 ?4 (r" (r" post post M'/h M'/h'+ '+pur pur'' in(i in(i/e /ent nt"" The The M'n'*em M'n'*ement ent re(o+er re(o+ere/ e/ to sho8 sho8 up8'r/ up8'r/ tren/s tren/s in the /eposi /eposits; ts; there' there'ter ter on(e on(e '*'in '*'in the mem7ersB(ustomers re')i>e/ '7out the (re/i7i)it, o the 'n9"

C'se Stu/, prep're/ 7, Pro" P'r'm&it Sh'rm'; VAMNICOM; VAMNICOM; Pune

.<$"t B"%& doe'

Re(o*ni>e/ 7, RI 's s(he/u)e/ 'n9 in 4G the 'n9 en&o,s (ompetiti+e e/*e o+er its (ounter p'rts on '((ount o this '/+'nt'*e" esi/es per-ormin* 7'n9in* '(ti+ities to the 7eneits o its mem7ers; the 'n9 un/ert'9es s(ore o non- 7'n9in* '(ti+ities" It h's 7een ' top r'n9in* s(he/u)e/ Ur7'n 'n9 o %u&'r't ' irst 'mon* Ur7'n 'n9s in %u&'r't in terms o o8n un/s 'n/ /eposits" Out o ?4 7r'n(hes o 'n9; 2 7r'n(hes 're oper'tin* rom 7'n9s o8n premises" The 7'n9 h's set up *o')s or it 'n/ p)'n or their '(hie+ement" '(hie+e ment" These *o')s 8ere: - 4" To /e+e)op the 7'n9 into 'n i/e') ur7'n 7'n9" 2" To urther ine-tune the (orpor'te *o+ern'n(e ?" To e
mem7ers" One ('n /is(erni7), noti(e p)'ns 'n/ their imp)ement'tion 7, the m'n'*ement o the 'n9"

The other /eposits )i9e re(urrin* /eposits et("; h'+e 'ttr'(te/ )ess th'n 4" It sho8s (oni/en(e o the mem7ers 'n/ the (ustomers on the 7'n9 th't is 8h, ')most 6G per(ent o their /eposit 7'se is in orm o term /eposits 8hi(h *i+es )ot o )e+er'*e to the 'n9 to '/+'n(e the un/s or  )on*er /ur'tion" The K')upur 'n9 is the irst Ahm'/'7'/ 7'se/ 7'n9 to 8or9s /epositor,  p'rti(ip'nt o N'tion') Se(urities !epositor, Limite/ 0NS!L1" It oers to its (ustomers ' 8ho)e r'n*e o /epositor, ser+i(es" NS!L ('rries out its /epositor, un(tions throu*h ' net8or9 o  !epos !eposito itor, r, P'rti P'rti(ip' (ip'nts nts 8ho (on/u(t (on/u(t 7usine 7usiness ss 8ith 8ith the in+est in+estors ors"" The /eposit /epositor, or, s,stem s,stem un(tions +er, mu(h )i9e the 7'n9in* s,stem 8here one ('n open 'n '((ount 'n/ /epositB8ith /r'8Btr'nser the mone," Simi)'r), one ('n open ' se(urit, '((ount on the p'rti(ip'nts to /e)i+erB re(ei+e se(urities" The 'n9 ')so oers /-m't ser+i(es 't G 7r'n(hes +i>" K')upur'; SM Ro'/; P'tr'9'r Co)on,; So)' Ro'/; P'n(h+'ti; !ri+e-in; V'sn'; M'ni N'*'r 'n/ 'pu N'*'r   7r'n(hes" Throu*h these ser+i(es 7'n9 '(i)it'tes openin* /-m't '((ounts; '((ept /-m't re.uisite orms; issue /e)i+er, s)ips 'n/ ')so '((ept /e)i+er, s)ips or m'r9et 'n/ o-m'r9et tr'/es" 'n9  h's tie/ up 8ith M'< Ne8 =or9 Insur'n(e Co" or )ie insur'n(e 'n/ 8ith '&'& A))i'n> or non)ie insur'n(e"

Ot$er im!ort"%t e"ture' The 'n9 en(our'*es 7ri*ht (hi)/ren o its (ustomers 'n/ sh'reho)/ers throu*h s(ho)'rship 's monet'r, monet'r, in(enti+e; in(enti+e; so th't the, (ou)/ (omp)ete hi*her e/u('tion" e/u('tion" A)so; 'n9 *i+es imme/i'te imme/i'te re)ie o Rs"43;333B- to the 'mi), o /e(e'se/ mem7er to en'7)e them to perorm the )'st rites o  the /ep'rte/ sou)" For their o8n (ustomers; the 'n9 or*'ni>es +'rious tr'inin* pro*r'mmes in the 're' o te(hno)o*,; mo/ern 7'n9in* 'n/ 7etter (ustomer ser+i(es or /e+e)opment o its hum'n resour(es" The 'n9 h's (onstitute/ +'rious su7- (ommittees o the 7o'r/ to m'n'*e  7r'n(hes 'n/ other import'nt 'spe(t o 7'n9in*

5o?er%"%7e Stru7ture

5D

The 'n9 is (o))e(ti+e), o8ne/ 7, its mem7ers; 8hi(h 're more th'n t8ent, se+en thous'n/ in num7er" M'&orit, o them 're sm')) tr'/ers rom K')upur M'n/i; 7ut tr'/ers rom other 're's in Ahme/'7'/ h'+e ')so 7een '/mitte/" The mem7ers p)', pi+ot') ro)e in *o+ern'n(e o the 7'n9  in 'nnu') *ener') meetin*s; 7r'n(h )e+e) (ommittees  /urin* *et to*ether 8ith the (ustomers" Thou*h si< hun/re/ to se+en hun/re/ mem7ers out o 2;333 mem7ers 'tten/ the A%M 7ut their   p'rti(ip'tion in the /e(ision m'9in* o the 'n9 h's 7een o *re't import'n(e" E+en /urin* M'/hopur' (risis ' .uestionn'ire 8's /istri7ute/ to ')) 7r'n(hes to (ont'(t the mem7ers 'n/ *et their +ie8s '7out the st'7i)it,  (re/i7i)it, o the 'n9" The 'n9 h's 4D mem7ers in the o'r/ in()u/in* the Ch'irm'n; M'n'*in* !ire(tor; t8o (o-opte/ proession') 7o'r/ mem7ers 'n/ the %ener') M'n'*er 's e<-oi(io 7o'r/ mem7er" The Ch'irm'n 'n/ Vi(e Ch'irm'n 're e)e(te/ 'mon*st the !ire(tors" The Ch'irm'n; Vi(e-Ch'irm'n 'n/ M'n'*in* !ire(tor h'+e m'/e ri(h (ontri7utions to t'9e the 'n9 to *re'ter hei*hts" There 're t8o proession') !ire(tors (o- opte/ or '/+i(e" The term o the 7o'r/ is or i+e ,e'rs; 7ut e'(h ,e'r e8 mem7ers retire 'n/ on rot'tion 7'sis; e)e(tion is he)/ or i))in* up the +'('n(ies" The !ire(tors meet /urin* the )'st 8ee9 o e+er, month" The '*en/' is prep're/ prep're/ in '/+'n(e 'n/ /istri7ute/ /istri7ute/ to the 7o'r/ mem7ers 8e)) in '/+'n(e" E'(h item is /is(usse/ 't )en*th 'n/ Ch'irm'n see9s +ie8s o ')) mem7ers in()u/in* the proession')s" esi/es !ire(tors meetin*s; su7 (ommittees h'+e 7een orme/ to '(i)it'te !ire(tors 8or9" Su7 (ommittees )i9e Committees o !ire(tors; Spe(i') Committee o  !ire(tors; !ire(tors; In+estment In+estment (ommittee; (ommittee; Au/it Committee; Committee; Assets Li'7i)it, Li'7i)it, M'n'*ement M'n'*ement Committee; Committee; Inorm'tion 'n/ Te(hno)o*, Committee; Re(o+er, Committee; ui)/in* Committee et("; #'+e  7een orme/" This (ommittees meet 't )e'st on(e in ' month 'n/ i nee/ 7e the, ('n meet 's m'n, times; i re.uire/" The meetin*s 're he)/ in ' h'rmonious 'tmosphere 'n/ ')) /e(isions 're t'9en un'nimous), 'ter 'n in /epth; tr'nsp'rent /e)i7er'tion on ' /emo(r'ti( note" The 'n9 /oes not h'+e s,stem o en()osin* ' (op, o Annu') Report ')on* 8ith the noti(e to the mem7ers or 'tten/in* the Annu') %ener') Meetin*" The mem7ers ('n o7t'in the (op, o the report rom Sh're !ep'rtment 't #e'/ Oi(e o the 'n9 'n/ in (ert'in ('ses 'nnu') report ('n  7e o7t'ine/ rom ne'rest 7r'n(h o the 'n9" This pr'(ti(e; thou*h not /esir'7)e; must h'+e 7een o))o8e/ 's on), t8ent, to t8ent, i+e per(ent o the mem7ers 'tten/ the A%M" !einite),; this  pr'(ti(e s'+es (ost; 7ut there (ou)/ 7e ' )i9e)ihoo/ o mem7ers 'tten/in* the A%M 8ithout h'+in* sui(ient inorm'tion '7out the h'ppenin* in the 'n9 /urin* the pre+ious ,e'r" The 'n9 nee/s to 7e more (omp'ssion'te (omp'ssion'te to8'r/s mem7ers nee/s; ser+i(es 'n/ (ommuni('tion (ommuni('tions" s" 56

E<(ept A%M 'n/ (ustomer meets there 'ppe'rs to 7e no other inter'(tions 7et8een the mem7ers 'n/ m'n'*ement" The re.uen(, o meetin* 'n/ p'rti(ip'tion nee/s to 7e stren*thene/ 'n/ in(re'se/" Lot o tr'nsp'ren(, h's 7een noti(e/ in the /e')in* o m'n'*ement 8ith (ustomer; mem7ers 'n/ report reportin* in*"" The s(he/u) s(he/u)es es o /is()o /is()osur suree in the Annu') Annu') Report Report h's in()u/e in()u/e/ / inorm inorm'ti 'tion on on mo+ement o CRAR; in+estments; '/+'n(es '*'inst re') est'te; '/+'n(es '*'inst housin*; (ost o  /eposi /eposits; ts; '/+'n(e '/+'n(ess to !ire(t !ire(tor or;; their their re)'ti re)'ti+es +es 'n/ (omp'ni (omp'nies es in 8hi(h 8hi(h the, the, 're intere intereste ste/; /; mo+ement o NPAs; proit'7i)it,; proit'7i)it,; proit per emp)o,ee 'n/ in+estments in pu7)i( se(tor se(urities" The !ire(tors 're ')so in+o)+e/ in tr'inin* pro*r'mmers in-house or or*'ni>e/ outsi/e the 'n9" The, h'+e 'tten/e/ tr'inin* pro*r'mmers on Le'/ership; Fin'n(i') M'n'*ement; r'n(h M'n'*ement; Mi(ro- in'n(in*; Assets Li'7i)it, Li'7i)it, M'n'*ement; Le*') 'spe(t o 7'n9in* et("

Me"'ure' o Su77e'' The in'n(i') *ro8th o the 'n9 h's 7een .uite 'stonishin*" It h's tou(he/ ' /eposit 7'se o  ne'r), Rs"4?33 (r" in the ,e'r 4GGG-2333" ut or M'/hopur' in(i/ent; the 'n9 (ou)/ h'+e e'si), (rosse/ t8o thous'n/ (r" 7, no8" Sti)) 7, the en/ o 233D-36; it h's /eposit 7'se o 43? (r" '/+'n(es to the tune o DG (r" 'n/ proit o more th'n ei*hteen (r" esi/es in'n(i') stren*ths the 7'n9 h's 'n e<(e))ent inr'stru(ture" A)) 7r'n(hes; in()u/in* he'/ oi(e 're o8ne/ 7, the 'n9 'n/ some o the 7r'n(hes h'+e 7een re(ent), (onstru(te/ 'n/ (oni/ent), (ou)/ 7e m't(he/ 8ith 'n, mu)ti-n'tion') Or*'ni>'tion" The (ustomers 're .uite s'tisie/ 8ith the ser+i(es o the 'n9" To re+ie8 'n, )'pse on the p'rt o the 'n9; it see9s su**estions rom the (ustomers /urin* *et to*ether 't 7r'n(h )e+e)" The mem7ers *et (re/it '(i)it, 8ithout mu(h /e)', rom the 'n9 'n/ (ontinue/ to *et /i+i/en/  42 p"'" rom the 'n9" The 'n9 h's more th'n 553 (ustomers; 8ho 're .uite (ommitte/ to8'r/s the /e+e)opment o the 'n9" The 'n9 ne'r), spen/s ten (r" to8'r/s s')'ries; '))o8'n(es; pro+i/ent un/ 'n/ 7onus to (ustomers; 8hi(h is ')most 43 o their tot') e
5

IT i%ter?e%tio%': i%ter?e%tio%': The 'n9 h's se+enteen (ustomers he'/e/ 7, ' M'n'*er or pro+i/in* (omputeri>e/ so)utions to the 7'n9" It is on), irst o its 9in/ 'n9; 8hi(h h's /e+e)ope/ its o8n sot8're in 7'n9in*" For  ')) its ser+i(es; the 'n9 is ser+e/ 7, these (ustomers 8ho h'+e pro+i/e/ sot8're or ')) the ser+i(es pro+i/e/ 7, the 'n9; in()u/in* !-m't 't  7r'n(hes" A)) the 7r'n(hes 're )in9e/ 8ith e'(h other 'n/ (on(ept o 'n, 7r'n(h 7'n9in* 'pp)," The (ustomers ('n 8ith/r'8 the mone, rom 'n, o the 7r'n(h o the 'n9" The ATM ser+i(es 're '+'i)'7)e 't Ashr'm Ro'/; St" Q'+iers; V'str'pur 'n/ So)' Ees tr'inin* pro*r'mmers or the (ustomers 't the (omputer  )'7 8here simu)t'neous), 23 persons ('n 7e *i+en h'n/s on pr'(ti(e tr'inin*"

Merer )it$ B">"> A88i"%H: K')upur 'n9 ties up 8ith '&'& A))i'n> Our Re*ion') ure'u B Mum7'iB Ahm'/'7'/ M'r(h 2; 2336 K')upur Commer(i') Co-oper'ti+e 'n9 0KCC1h's si*ne/ 'n MOU or /istri7ution o  *ener') insur'n(e pro/u(ts 8ith '&'& A))i'n> %ener') Insur'n(e 0A%I1" This is the 42th 'n9  'ssur'n(e tie up or A%I"

C$"!ter +: 5

Re'e"r7$ Met$odo8o#

5G

+.* OBJECTIE OF RESEARC3 M'in o7&e(ti+es:



To *et 9no8 '7out the Customers s'tis'(tion o the 7'n9



To stu/, the un(tion') 're' o the 7'n9



To see the '(i)ities o the 7'n9in* se(tor



#o8 7us, (ustomers h'+e 7een h'n/)e/ 7, the (ustomers 8or9in* in the 7'n9

'n9in* is the '(ti+it, o m, interest" I h'+e *ot the i/e' '7out this topi( /urin* m, summer  internship pro*r'mme un/er 8hi(h I h'+e +isite/ K')upur (ommer(i') (ooper'ti+e 7'n9" #ere I (ome to 9no8 the import'n(e o o  (ustomer re.uirement 'n/ the 8', the, u)i)) the s'me"

I ('n s', in 'n, ie)/ 8e'ther it is pri+'te or pu7)i(; 8ho)es')er or ret'i)er; ser+i(e se(tor or   7usiness it is +er, essenti') to s'tis, their (ustomers" Customers 're the re') 'sset o  'n, irm so it is the irst 'n/ or most un(tion o the (omp'n, to un/erst'n/ their Customers nee/s" , un/erst'n/in* their (ustomers nee/ it ('n 'utom'ti(')), s'tis, their (ustomers u))est" #en(e I h'+e se)e(te/ this topi("

%'me o st'tisti(s is ')8',s 'ttr'(ts me 'n/ 7'n9in* is one the p)'(e 8here 8e ('n )e'rn it +er, 8e))" So I h'+e se)e(te/ 7'n9 'n/ h'+e preerre/ “Customer s'tis'(tion o KCC” 's topi( or  m, pro&e(t"

+.2 RESEARC3 DESI54 A rese'r(h /esi*n is pure), 'n/ simp), the r'me8or9 or p)'n or the stu/, th't *ui/es the (o))e(tion 'n/ 'n'),sis o the /'t' it is ' 7)ue print th't is o))o8e/ in (omp)etin* ' stu/," Rese'r(h is the p)'n stru(ture 'n/ str'te*, o in+esti*'tion (on(ei+e/ to us to o7t'in 'ns8er to rese'r(h .uestion 'n/ (ontro) +'ri'n(e" A rese'r(h /esi*ns the spe(iie/ metho/s 'n/ pro(e/ure or '(.uirin* the inorm') nee/e/" D3

It is o+er')) oper'tion') p'ttern r'me8or9 o the pro&e(t th't stipu)'tes 8h't inorm'tion is to 7e (o))e(te/ rom 8hi(h sour(es 7, 8h't pro(e/ures

S"m!8e S"m!8 e de'i% u'ed i% t$e !ro>e7t  Particulars  Particulars Po!u8"tio% S"m!8i% Fr"me S"m!8e SiHe S"m!8i% Sour7e S"m!8i% Te Te7$%iue 7$%iue Me"'ureme%t Te Te7$%iue 7$%iue Met$od o A%"8#'i' Too8 Too8 u'ed or A%"8#'i'

Sample Desig Desig K')upur 'n9 (ustomers K')upur 'n9 (ustomers 433 K')upur 'n9 (ustomers Con+enien(e S'mp)in*  Stru(ture/ uestionn'ire 'n/ orm') Inter+ie8  Fre.uen(, !istri7ution  per(ent'*es SPSS Sot8're4D"3 h's 7een use/"

+. D"t" 7o88e7tio% Met$od

Sour7e' o D"t": UESTIO44AIR

SAMPLE SIE: *//

D4

Re.uire/ /'t' h's to 7e ('rrie/ out in or/er to stu/, the '(ts 'n/ i*ures" There 're t8o t,pes o  /'t' 4" Prim'r, /'t' 2" Se(on/'r, /'t'

A (om7in'tion o 7oth is uti)i>e

*. Prim"r# d"t" Prim'r, /'t' is the irst h'n/ inorm'tion (o))e(te/ rom i+e the K')upur 'n9 in the in/ustr, or or 7en( 7en(hm' hm'r9 r9in in* * o (ust (ustom omer erss s'ti s'tis s'(t '(tio ion n  7'n9i 7'n9in* n* '(i '(i)i )it, t, 7, usin usin* * unstr unstru(t u(tur ure/ e/ .uestionn'ire" To in/ out perspe(ti+e o the (ustomers to8'r/s the s'tis,in* pro(ess the /'t' is (o))e(te/ throu*h stru(tur') .uestionn'ire

2. Se7o%d"r# d"t" The se(on/'r, /'t' 8's (o))e(te/ rom (omp'n, re(or/s; +'rious 7oo9s 'n/ internet"

 Data c!llecti! istrumet " ue'tio%%"ire or 7o'tumer 'ur?e# A%"8#'i' "%d I%ter!ret"tio% I%ter!ret"tio% Ater the /'t' (o))e(tion; it 8's (ompi)e/; ()'ssiie/ 'n/ t'7u)'te/ m'nu')), 'n/ 8ith he)p o (omputer" Then the t's9 o /r'8in* ineren(es 8's '((omp)ishe/ 8ith the he)p o per(en t'*e 'n/ *r'phi( metho/"

4" %en/er: Response M')e Fem')e

No" o Respon/ent 6 25

 '*e o Respon/ents 6"3 25"3

D2

24% Male Female 76% 76%

I%ter!ret"tio%: From the '7o+e *r'ph it is ()e'r th't m'&orit, o the respon/ents 're m')e i"e" 6 'n/ 25 respon/ents 're em')e"

2" A*e: Response 4  2 2G - ?G 53  D3 A7o+e D3

No" o Respon/ent

'*e o Respon/ents 45 ?4 5D 43

4 5 "3 ? 4" 3 5 D "3 4 3"3

D?

18 – 28

10% 14% 14%

29 - 39 40 – 50

45% 45%

Above 50

31%

I%ter!ret"tio%: From the '7o+e *r'ph it is ()e'r th't m'&orit, m'&orit, o the respon/ents" respon/ents" I"e" 5D 're 7et8een 53-D3 ; ?4 're 7et8een 2G-?G; 45 're 7et8een 4-2 'n/ 43 're '7o+e D3"

?" O((up'tion: Response usinessm'n Stu/ent !o(tor Other

No" o Respon/ent

'*e o Respon/ents 5G 43 D ?6

5G"3 43"3 D"3 ?6"3

D5

Businessman

36% 36% 49% 49%

Stuent !o"to# $te#

5% 10%

I%ter!ret"tio%: From the '7o+e *r'ph it is ()e'r th't m'&orit, m'&orit, o the respon/ents" respon/ents" I"e" 5G 're usinessm usinessm'n; 'n; ?6 're other; 43 're Stu/ent 'n/ D 're !o(tor"

DD

5" Annu') in(ome: Response  ?;33;333 ?;33;333  D;33;333 D;33;333  43;33;333 A7o+e 43;33;333

No" o Respon/ent

'*e o Respon/ents 2D 24 ?G 4D

15%

2D"3 24"3 ?G"3 4D"3

25% & 3'00'000 3'00'000 – 5'00'000 5'00'000 – 10'00'000

39%

21% 21%

Above 10'00'000

I%ter!ret"tio%: From the '7o+e *r'ph it is ()e'r th't m'&orit, o the respon/ents 'nnu') in(ome" I"e" ?G 're  7et8een D33333-4333333; 2D 're 7et8een ?33333; 24 're 7et8een ?33333-D33333 'n/ 4D 're 7et8een A7o+e 4333333"

D" !o ,ou thin9 th't ,our 7'n9 ('ters ')) ,our 7'n9in* nee/s Response =es  No

No" o Respon/ent

'*e o Respon/ents 6? ?

6?"3 ?"3

D6

37%  (es )o 63% 63%

I%ter!ret"tio%: From the '7o+e *r'ph it is ()e'r th't 6? o the respon/ents 're thin9 th't ,our 7'n9 ('ters ')) ,our 7'n9in* nee/s 'n/ the rest is not thin9 '7out it"

D

6" For the p'st ho8 m'n, ,e'rs ,ou h'+e '((ount 8ith this 7'n9 Response 4-D 6-43 44-23 A7o+e 23

No" o Respon/ent

'*e o Respon/ents 4G ?6 ?5 44

11% 11%

4G"3 ?6"3 ?5"3 44"3

19% 19% 1 -5 6-10 11-20

34% 34%

Above 20 36%

I%ter!ret"tio%: From the '7o+e *r'ph *r'ph it is ()e'r th't m'&orit, m'&orit, o the respon/ent respon/entss '((ount 8ith this this 7'n9" I"e" ?6 're 7et8een 6-43; ?5 ? 5 're 7et8een 44-23; 4G 're 7et8een 4-D 'n/ 44 're A7o+e 23"

Response Current S'+in*s Lo'n 'B( !em't

No" o Respon/ent

'*e o Respon/ents 5 24 2D 6

5"3 24"3 2D"3 6 "3

" h't 9in/ o '((ount /o ,ou m'int'in in this 7'n9 D

6% *u##ent

25% 25%

Savin+s

48% 48%

,oan a" !emat 21%

I%ter!ret"tio%: From the '7o+e *r'ph it is ()e'r ()e'r th't m'&orit, m'&orit, o the respon/ents respon/ents 're m'int'in m'int'in Current Current 'B( i"e" 5"2D 're m'int'in Lo'n 'B(; 24 S'+in*s 'B( 'n/ 6 /em't 'B("

" hi(h o the o))o8in* '(i)ities is *i+en more import'n(e in ,our 7'n9 Response Lo'n '(i)ities OB! '(i)ities ATM '(i)ities Lo(9er '(i)ities

No" o Respon/ent

'*e o Respon/ents 4 4? 53 2G

4"3 4?"3 53"3 2G"3

DG

18% 18% 29% 29%

,oan .a"ilities  $! .a"ilities

13% 13%

A/M .a"ilities ,o"e# .a"ilities

40% 40%

I%ter!ret"tio%: From the '7o+e *r'ph it is ()e'r th't 53 o the respon/ents is *i+en more import'n(e import'n(e in ATM ATM '(i)ities; 2G in Lo(9er '(i)ities; 4 in Lo'n '(i)ities 'n/ 4? in OB! '(i)ities"

G" !oes ,our 7'n9 oer (ompetiti+e ser+i(e (h'r*e Response =es  No

No" o Respon/ent

'*e o Respon/ents  22

"3 22"3

63

22%  (es )o 78%

I%ter!ret"tio%: From the '7o+e *r'ph it is ()e'r th't  o the respon/ents s'i/ 7'n9 oer oer (ompetiti+e ser+i(e (h'r*e 'n/ the rest s'i/ 7'n9 h'/ not oer (ompetiti+e ser+i(e (h'r*e"

Response =es  No

No" o Respon/ent

'*e o Respon/ents D 52

D"3 52"3

43" !o ,ou thin9 ,our 7'n9 oers (ompetiti+e intrest r'te

64

42%

 (es 58% 58%

)o

I%ter!ret"tio%: From the '7o+e *r'ph it is ()e'r th't D o the respon/ents s'i/ 7'n9 oer oer (ompetiti+e intrest r'te 'n/ the rest s'i/ 7'n9 h'/ not oer (ompetiti+e intrest r'te"

62

44" !o ,ou use the ser+i(e o ')tern'tes 7'n9in* Response =es  No

No" o Respon/ent

'*e o Respon/ents 64 ?G

39%

64"3 ?G"3

 (es 61% 61%

)o

I%ter!ret"tio%: From From the '7o+e '7o+e *r'ph *r'ph it is ()e'r th't 64 o the respon/e respon/ents nts use the ser+i(e ser+i(e o ')tern ')tern'te 'tess  7'n9in* 'n/ the rest not use the ser+i(e o ')tern'tes 7'n9in*"

6?

Response Ver, Poor Poor A+er'*e %oo/ Ver, %oo/

No" o Respon/ent

'*e o Respon/ents 23 ? 26 ?G 42

23"3 ? "3 26"3 ?G"3 42"3

42" h't /o ,ou ee) '7out '7out o+er ')) ser+i(e .u')it, .u')it, o ,our 7'n9

12% 12%

20% e# oo# 3%

oo# Ave#a+e oo

39% 26% 26%

e# oo

I%ter!ret"tio%:

65

4?" ou)/ ou)/ ,ou re(omm'n/ this 7'n9 to ,our rien/s;re)'ti+es r ien/s;re)'ti+es Response =es  No

No" o Respon/ent

'*e o Respon/ents 6 45

6"3 45"3

14%

 (es )o

86%

I%ter!ret"tio%:

6D

From 7u'tomer !oi%t o ?ie): Customer ser+i(e; )i9e 'n, 'spe(t o 7usiness; is ' pr'(ti(e/ 'rt th't t'9es time 'n/ eort to m'ster" A)) ,ou nee/ to /o to '(hie+e this is to stop 'n/ s8it(h ro)es 8ith the (ustomer" h't 8ou)/ ,ou 8'nt rom ,our 7usiness i ,ou 8ere the ()ient #o8 8ou)/ ,ou 8'nt to 7e tre'te/ Tre't ,our (ustomers )i9e ,our rien/s 'n/ the,)) ')8',s (ome 7'(9"

Un/er sur+e, o re*u)'r +isitors o K')upur (ommer(i') (ooper'ti+e 7'n9 most o them 're s'tisie/ 8ith the ser+i(e pro+i/e/ 7, the K')upur Cho9h' '>'r 7r'n(h )i9e:



 Prompt 'ns8er o the .uer, 7 , the (ustomers



 Minimum '((ount openin* (h'r*es



 'n9 (h'r*es is 'ir enou*h



 The )o'n pro(e/ure is too time (onsumin*; so it shou)/ 7e m'9e e'sier e 'sier 'n/ .ui(9"



 Limit'tion re)'te/ to /eposits is )ess th'n 'n, other 7r'n(hes; so 7'n9 shou)/ in(re'se its /eposits"



There 're ')so some ne*'ti+e in/in*s rom (ustomer point o +ie8" The, The, 're 's o))o8s:



 There is p'r9in* pro7)em outsi/e K')upur Cho9h' '>'r 7r'n(h"



There is no on)ine ser+i(e in the 7'n9"



 The (ustomers h'+e to 8'it /ue to s)o8 s,stem"



 There is ' te(hni(') 'u)t in phone ')erts et("

66

LIMITATIO4S LIMITATIO4S OF T3E STUDY It is s'i/; “Nothin* is pere(t” 'n/ i the .uite is true; I 'm sure th't there 8ou)/ 7e e8 short(omin* in this pro&e(t ')so" Sin(ere eorts h'+e 7een m'/e to e)imin'te /is(rep'n(ies 's 'r  's possi7)e 7ut e8 8ou)/ h'+e remin/e/ /ue to )imit'tions o the stu/," These 're:

The rese'r(h 8's ('rrie/ out in ' short perio/"

Limite/ s'mp)e si>e"

The inorm'tion *i+en 7, the respon/ent mi*ht 7e 7i'se/ some o them mi*ht not 7e intereste/ to *i+en (orre(t inorm'tion"

Some o the respon/ents o the sur+e, 8ere un8i))in* to sh're inorm'tion"

Co%78u'io%:

6

Bib8ior"!$#: 4E
 usiness st'n/'r/



 E(onomi(s times



 C'se Stu/, prep're/ 7, Pro" P'r'm&it Sh'rm'; VAMNICOM; VAMNICOM; Pune



 The In/i'n 'n9er

BOOKS: 6



 A/+'n(e 7'n9in* m'n'*ement 7, “M( Mi))'n”



 Annu') report o KCC



M"=" M"="K#AN; “IN!IAN “IN!IAN FINANCIAL FINANCIAL S=S=EM”; ?r/ e/ition e/ition Pu7)i('tion Pu7)i('tion 7, TATA M(%r'8 hi))"

Bib8ior"!$#: 

 888"9')upur7'n9"(om



9'),'n-(it,"7)o*spot"in 9'),'n-(it,"7)o*spot"in



888"*oo/returns"in 888"*oo/returns"in



 888"nos"or*



  An/erson; E"  Mitt'); V" 023331; H Stren*thenin* the S'tis'(tion-Proit Ch'in; ourn') o Ser+i(e



 Rese'r(h; Vo)" Vo)" ?; No" 2; pp" 43-423 43 -423



 Armiste'/; C" 04GG31; HSer+i(e oper'tions str'te*,: r'me8or9 or m't(hin* the ser+i(e oper'tions t's9



 'n/ the ser+i(e /e)i+er, s,stem; s ,stem; M'r9etin* S(ien(e; Vo) Vo)"" 42; No" 2; pp" 6-4

UESTIO44AIRE

4" N'me : WWWWWWWWWW WWWWWWWWWWWWWWW WWWWWWWWW WWWWWWWWW WWWWWWWWWW WWWWWWWWWW WWWWWWWWWW WWWWWWWWW  WWWW  2" %en/er : 0 1M')e 0 1Fem')e ?" A*e : 0A1 4  2 0C1 53  D3 5" O((u O((up' p'ti tion on : 0A1 usinessm'n 01 !o(tor D" Annu Annu') ') in(o in(ome me :

01 2G - ?G 0!1 A7o+e D3 01 Stu/ent 0!1 Other  6G

0A1  ?;33;333 01 ?;33;333  D;33;333 0C1 D;33;333  43;33;333 0!1 A7o+e 43;33;333 6" !o ,ou thin9 thin9 th't th't ,our 7'n9 7'n9 ('ters ('ters ')) ,our ,our 7'n9in* 7'n9in* nee/s nee/s 0 1 =es =es 0 1 No " For the p'st p'st ho8 ho8 m'n, ,e'rs ,e'rs ,ou ,ou h'+e '((ou '((ount nt 8ith 8ith this 7'n9 7'n9 0A1 4 - D 01 6 -43 0C1 44  23 0!1 A7o+e 23 " h't 9in/ o '((ount /o ,ou m'int'in in this 7'n9 0A1 Current 01 S'+in*s 0C1 Lo'n 'B( 0!1 !em't G" hi(h o the o))o8in* '(i)ities is *i+en more import'n(e in ,our 7'n9 0A1 Lo'n '(i)ities 01 OB! '(i)ities 0C1 ATM '(i)ities '(i)it ies 0!1 Lo(9er '(i)ities '(i)iti es 43" !oes ,our 7'n9 oer (ompetiti+e ser+i(e (h'r*e 0A1 =es 01 No 44" !o ,ou thin9 ,our 7'n9 oers (ompetiti+e intrest intrest r'te 0A1=es 0A1=es 01 No 42" !o ,ou use the ser+i(e o o ')tern'tes 7'n9in* 7'n9in* 0A1 =es 01 No 4?" h't /o ,ou ee) '7out o+er ')) ser+i(e .u')it, o ,our 7'n9 7'n9 0A1 Ver, Poor 01 Poor 0C1 A+er'*e 0!1 %oo/ 0E1 Ver, %oo/ 45" ou)/ ou)/ ,ou re(omm'n/ this 7'n9 to ,our rien/s;re)'ti+es r ien/s;re)'ti+es 0A1=es 0A1=es 01 No

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