Research proposal Essay

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1.1 Research question:
Comparative study and analysis of customer satisfaction from various services provided by different banks (Both private as well as Nationalize banks) 1.2 Objective:
1.2 A Primary objective:
:-To study satisfaction level of customers of different banks with respect to various services provided by banks. 1.2 B Secondary objectives:
:- To study the unique services provided by banks , if any and to study customers response in this respect :-To study the contemporary issues in banking sector and problems faced by banking sector. :- To analyze future scenario in the banking industry.(five years down the line) 1.3 Method of data collection:

* Primary data collection source :
Customer feedback through questionnaire.
* Secondary data collection sources:
Renowned Journals.
Newspaper articles.
Official websites of banks.
1.4 Benefits of study :
It will help to understand behavior of bank customers.
It also helps in knowing factors that affects persons choice of any bank. Result of study will be useful in improving banking services as well as in increasing the customer satisfaction. It will lead banks to come up with some new and innovative products and services based on customers current requirements. 1.5 Research design:

Research design is going to deal with aspects such as how we will achieve earlier mentioned objectives. As area of our research in not completely new, we chose to use descriptive research design for our research project. 1.6 Data collection and interpretation of data:

Primary data will be collected through questionnaires. The next stage will be
analyzing the collected data to get important facts and raw data. To analyze data collected we will use statistical method such as different test which will include F-test, chi-square test, T-test etc whichever would be feasible. 1.7 Qualification of researchers:

Graduate students
1.8 Budget:
Major costs involved in our study and preparation of project report is outlined as under¦ * Transportation cost
* Stationery cost
* Other miscellaneous expenses
1.9 Schedule:

Event | Time|
Selection of topic| 1/9/2012|
Preparation of research proposal| 20/9/2012|
Questionnaire design| 25/9/2012|
Approval | 27/9/2012|
Filling up of questionnaire| 17/10/2012|
Secondary data collection| Continuous process|
Data analysis| 1/11/2012|
Reporting of findings| 10/11/12|

1.10 Facilities and special resourses:
* guidance from faculty member
(pro.incharge Amish soni sir)
* Institute internet facility
* Library resources

1.11 Project management:
Project management section is used ti show how all the phases will be brought together. This include¦ * The research team organization
* Management plan and control for executing the research plan * Management and technical reports
* The research teams relationship with the sponsor.
* Financial and legal responsibility
* Management competency

1.12 Literature Review
Customer Satisfaction in the Indian Banking Sector: A Study : In todays competitive environment relationship marketing is critical to banking corporate success. Banking is a customer oriented services industry and Indian banks have started realising that business depends on client service and the satisfaction of the customer. This is compelling them to improve customer service and build relationships with customers. This study, conducted among five Indian banks, aimed at identifying customer satisfaction variables which lead to relationship building, and developing a conceptual framework of relationship marketing practices in Indian banks by capturing the perspectives of customers with respect to their satisfaction with various services. It also sought to identify whether demographics have a role to play in customer satisfaction. A questionnaire designed from a literature review and in-depth interviews were utilised to arrive at the 16 variables which determined the satisfaction of 555 customers of the five banks.. The three relationship dimensions, namely, traditional services, multi channel banking and internal marketing, which lead to customer satisfaction, were identified through factor analysis. A repeated measure of ANOVA was run on the relationship dimensions to assess significant difference in the level of satisfaction of the customer. A perceptual map was created using the factor scores of each of the five banks which helped identify how each bank was positioned in the customers minds. Reporting on the different satisfaction levels of the customers, the findings suggest that while private banks have been able to attract the younger customers with higher educational levels, who are comfortable with multi channel banking, the customers of the national bank are older and more satisfied with the traditional facilities. The results from this study could provide managerial lessons on assessment of strengths and improvement of services and in evolving a research strategy that will benefit the management of banks.

Number 1 Article by VimiJham&KaleemMohd Khan March, 2008
Most recent developments related to the banking sector

Bottom of Form

RBI boss ignored panel on rate cut
PTI November 22, 2012
Reserve Bank of India governor D.Subbarao ignored the suggestion of most external members of Technical Advisory Committee to keep the key repo rate steady on October 30. * Together, the govt and RBI can bring inflation down

Very high rates strike a discordant note: Kamath

Banks asked not to lend for purchase of gold
PTI November 19, 2012
The Reserve Bank on Monday directed banks not to give loans for purchase of gold in any form, including primary gold, bullion and jewellery, to dissuade people from indulging in speculative activity. * Indias gold demand bucks global trend

Groundwork pending on bank licences: RBI

Groundwork pending on bank licences: RBI
BT Online Bureau November 17, 2012
Reserve Bank of India Governor D. Subbarao has said that it would be not possible to speed up the process of issuing new bank licences without fulfilling the enabling conditions. * India has over one lakh ATMs now

* New debentures on the block

India has over one lakh ATMs now
BT Online Bureau November 14, 2012
The banking system in India notched a whopping one lakh plus Automated Teller Machines (ATMs) in the country, with public sector banks accounting for a lions share.

2.1 Fundamental Analysis Tool

Fundamental analysis is the cornerstone of investing. In fact, some would say that you arent really investing if you arent performing fundamental analysis. Because the subject is so broad, however, its tough to know where to start. There are an endless number of investment strategies that are very different from each other, yet almost all use the fundamentals. The goal of this tutorial is to provide a foundation for understanding fundamental analysis. * Use of Fundamental Analysis Tool

For fundamental analysis we have used chi square test with relevant to mutually related factor. 2.2 HYPOTHESIS TESTING
Hypothesis testing begins with an assumption; called a hypothesis, which we make about a population parameter. Then we collect sample data, produce sample statistics, and use this information to decide how likely it is that our hypothesized population parameter is correct. We assume a certain value for a population mean. To test the validity of our assumption, we gather sample data and determine the difference between the hypothesized value and the actual value of the sample mean. Then we judge whether the difference is significant. The smaller the difference, the hypothesized value for the mean is correct. The larger the difference, the smaller the likelihood.

* Use of Hypothesis
* In this project, we have used the tool of hypothesis testing, to compare and analyze two or more data. * In a questionnaire analysis, hypothesis is created between the pair of different questions. * We have also used hypothesis tool to compare Private and Public Bank.

3 Banking Industry Profile


Banking in India originated in the last decades of the 18th century. The first banks were The General Bank of India which started in 1786, and the
Bank of Hindustan, both of which 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 one of the three presidency banks, the other two being the Bank of Bombay and the Bank of Madras, all three of which were established 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 Indias independence, became the State Bank of India.

Indian merchants in Calcutta established the Union Bank in 1839, but it failed in 1848 as a consequence of the economic crisis of 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 companys 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. When the American Civil War stopped the supply of cotton to Lancashire from the Confederate States, promoters opened banks to finance trading in Indian cotton. With large exposure to speculative ventures, most of the banks opened in India during that period failed. The depositors lost money and lost interest in keeping deposits with banks. Subsequently, banking in India remained the exclusive domain of Europeans for next several decades until the beginning of the 20th century. Foreign banks too started to arrive, particularly in Calcutta, in the 1860s. The Comptoire dEscompte de Paris opened a branch in Calcutta in 1860, and another in Bombay in 1862; branches in Madras and Puducherry, then a French colony, followed. HSBC established itself in Bengal in 1869. 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 Indian joint stock bank was the Oudh Commercial Bank, established in 1881 in Faizabad. It failed in 1958. The next was the Punjab National Bank, established in Lahore in 1895, which has 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. 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 banks and a number of Indian joint stock banks. All these banks operated in different segments of the economy. The exchange banks, mostly owned by Europeans, concentrated on financing foreign trade. Indian joint stock banks were generally undercapitalized and lacked the experience 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 Swadeshi movement. The Swadeshi movement inspired 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 as Bank of India, Corporation Bank, Indian Bank, Bank of Baroda, Canara Bank and Central Bank of India.


For the past three decades Indias banking system has several outstanding achievements to its credit. The most striking is its extensive reach. It is no longer confined to only metropolitans or cosmopolitans in India. In fact, Indian banking system has reached even to the remote corners of the country. This is one of the main reasons of Indias growth process. The governments regular policy for Indian bank since 1969 has paid rich dividends with the nationalization of 14 major private banks of India. The first bank in India, though conservative, was established in1786. From 1786 till today, the journey of Indian Banking System can be segregated into three distinct phases. Those are:- a) Early phase from 1786 to 1969 of Indian Banks

b) Nationalizations of Indian Banks and up to 1991 prior to Indian banking sector reforms. c) New phase of Indian Banking System with the advent of
Indian Financial & Banking Sector Reforms after 1991. The steps taken by the Government of India to Regulate Banking Institutions in the Country:

1949: Enactment of Banking Regulation Act.
1955: Nationalization of State Bank of India.
1959: Nationalization of SBI subsidiaries.
1961: Insurance cover extended to deposits.
1969: Nationalization of 14 major banks.
1971: Creation of credit guarantee corporation.
1975: Creation of regional rural banks.
1980: Nationalization of seven banks with deposits over 200crore

Banking in India

Banking in India has its origin as early as the Vedic period. It is believed that the transition from money lending to banking must have occurred even before Manu, the great Hindu Jurist, who has devoted a section of his work to deposits and advances and laid down rules relating to rates of interest. During the Mogul period, the indigenous bankers played a very important role in lending money and financing foreign trade and commerce. During the days of the East India Company, it was the turn of the agency houses to carry on the banking business. The General Bank of India was the first Joint Stock Bank to be established in the year 1786. The others which followed were the Bank of Hindustan and the Bengal Bank. The Bank of Hindustan is reported to have continued till 1906 while the other two failed in the meantime. In the first half of the 19th century the East India Company established three banks; the Bank of Bengal in 1809, the Bank of Bombay in 1840 and the Bank of Madras in 1843. These three banks also known as Presidency Banks were independent units and functioned well. These three banks were amalgamated in 1920 and a new bank, the Imperial Bank of India was established on 27th January 1921. With the passing of the State Bank of India Act in 1955 the undertaking of the Imperial Bank of India was taken over by the newly constituted State Bank of India. The Reserve Bank which is the Central Bank was created in 1935 by passing Reserve Bank of India Act 1934. In the wake of the Swadeshi Movement, a number of banks with Indian management were
established in the country namely, Punjab National Bank Ltd, Bank of India Ltd, Canara Bank Ltd, Indian Bank Ltd, the Bank of Baroda Ltd.

Indian Banking Sector

The Indian Banking Sector is quite different from the banking system in the rest of Asia, because of the distinctive geographic, social and economic characteristics of the country. India is the second most populated nation in the world; it has marked economic disparities and high levels of illiteracy.

The country followed a socialist approach for well over 4 decades after independence till the government initiated the economic reforms through the policy of liberalization. The banking structure in India is therefore a reflection of the countries socialistic set up. It had to meet the goals set by the five year plans, especially with regard to equitable distribution of wealth, balanced regional economic growth and removing private sector monopolies in trade and industry.

The government nationalized the banks in 2 different phases (1969 and 1980). On July 19, 1969, 14 major banks of the country were nationalized and on 15th April 1980, six more commercial private sector banks were taken over by the government. As a consequence the banking system in India concentrated on the domestic sector; very few banks in India had a presence internationally. The nationalized banks had a social obligation of taking the banking sector to the people by expanding the branches and by getting more people to open an account. It also had to play a supportive role to other sectors of the economy like agriculture, small scale industries and exports.

The Indian Financial system consists of:
1 Commercial Banks
* Public Sector
* Private sector
* Foreign banks
* Cooperative Banks
* Development Banks
Public Sector Banks
* State Bank of India and its associate banks called the State Bank group. * 20 nationalized banks.
* Regional Rural Banks mainly sponsored by Public Sector Banks. Private sector
* Old generation private banks
* New generation private banks
* Foreign banks in India
* Scheduled Co-operative Banks
* Non-scheduled Banks
Cooperative Banks
* State Co-operative Banks
* Central Co-operative Banks
* Primary Agriculture Credit Societies
* Land Development Banks
* Urban Co-operative Banks
* Primary Agricultural Development Banks
* Primary Land Development Banks
* State Land Development Banks
Development Banks
* Industrial Finance Corporation of India (IFCI).
* Industrial Development Bank of India (IDBI).
* Industrial Credit and Investment Corporation of India (ICICI). * Industrial Investment Bank of India (IIBI).
* Small Industries Development Bank of India (SIDBI).
* SCICI Ltd.
* National Bank for Agriculture and Rural Development (NABARD). * Export Import Bank of India.

Effect of Global Crisis On Indian Banking System
* The global economic meltdown has not had a deep impact on the banking system in India. The banks in India have a strong fundamental structure and are well protected from the economic crisis. * The robust economic growth in India, low defaulter ratio, non existence of complex financial products, constant monitoring by the central bank, efficient monetary policy and the
non aggressive close banking culture has shielded the Indian banking sector.

Banking Sector Forecast
* Today in India there are totally 56,640 branches, 893,356 employees and 27,088 ATMs. Public sector banks account for 87.7 per cent of the offices, 82 per cent of staff and 60.3 per cent of ATMs. * As of January 2, 2009, bank deposits were 21.2 per cent. Bank credit was 24 per cent against 21.4 per cent on January 4 2008. * The total flow of capital to the commercial sector from the banks as on January 2, 2009 stood at 6.1 per cent.

India has a well developed banking system. Most of the banks in India were founded by Indian entrepreneurs and visionaries in the pre-independence era to provide financial assistance to traders, agriculturists and budding Indian industrialists. The origin of banking in India can be traced back to the last decades of the 18th century. The General Bank of India and the Bank of Hindustan, which started in 1786 were the first banks in India. Both the banks are now defunct. The oldest bank in existence in India at the moment is the State Bank of India. The State Bank of India came into existence in 1806. At that time it was known as the Bank of Calcutta. SBI is presently the largest commercial bank in the country. The role of central banking in India is looked by the Reserve Bank of India, which in 1935 formally took over these responsibilities from the then Imperial Bank of India. Reserve Bank was nationalized in 1947 and was given broader powers. In 1969, 14 largest commercial banks were nationalized followed by six next largest in 1980. But with adoption of economic liberalization in 1991, private banking was again allowed. The commercial banking structure in India consists of: Scheduled Commercial Banks and Unscheduled Banks. Scheduled commercial Banks constitute those banks, which have been included in the Second Schedule of Reserve Bank of India (RBI) Act, 1934. RBI includes only those banks in this schedule, which satisfy the criteria laid down vide section 42 (6) (a) of the Act. Indian banks can be broadly classified into public sector banks (those banks in which the Government of India holds a stake), private banks (government doe not have a stake in these banks; they may be publicly listed and traded on stock exchanges) and foreign banks.

* Bank Fixed Deposits
Bank Fixed Deposits are also known as Term Deposits. In a Fixed Deposit Account, a certain sum of money is deposited in the bank for a specified time period with a fixed rate of interest. The rate of interest for Bank Fixed Deposits depends on the maturity period. It is higher in case of longer maturity period. There is great flexibility in maturity period and it ranges from 15days to 5 years. * Current Account

Current Account is primarily meant for businessmen, firms, companies, public enterprises etc. that have numerous daily banking transactions. Current Accounts are cheque operated accounts meant neither for the purpose of earning interest nor for the purpose of savings but only for convenience of business hence they are non-interest bearing accounts. * Demat Account

Demat refers to a dematerialized account. Demat account is just like a bank account where actual money is replaced by shares. Just as a bank account is required if we want to save money or make cheque payments, we need to open a demat account in order to buy or sell shares. * Recurring Bank Deposits

Under a Recurring Deposit account (RD account), a specific amount is invested in bank on monthly basis for a fixed rate of return. The deposit has a fixed tenure, at the end of which the principal sum as well as the interest earned during that period is returned to the investor. * Foreign Banks in India

Foreign banks have brought latest technology and latest banking practices in India. They have helped made Indian Banking system more competitive and efficient. Government has come up with a road map for expansion of foreign banks in India.

* Nationalized Banks
Nationalised banks dominate the banking system in India. The history of nationalized banks in India dates back to mid-20th century, when Imperial Bank of India was nationalized (under the SBI Act of 1955) and re-christened as State Bank of India (SBI) in July 1955.

* Private Banks in India
Initially all the banks in India were private banks, which were founded in the pre-independence era to cater to the banking needs of the people. In 1921, three major banks i.e. Banks of Bengal, Bank of Bombay, and Bank of Madras, merged to form Imperial Bank of India.

IT usage by banks in India has come of age. The financial sector of the country has become more IT savvy and the Banking sector in particular is one of the largest users of IT and IT enabled services. The Reserve Bank too has enhanced the usage of IT as a tool for better performance and overall systemic efficiency.

Information Technology (IT) continues to be the single largest facilitating force behind the successful transformation of transactions and analytical processing of banking business in the country. Developments which have taken place during the last few years all have IT as the pivotal centre-point. Since the publication of the Financial Sector Technology (FST) Vision in July, 2005, there have been significant changes in the banking sector of the country, as far as IT implementation is concerned. Some of the major developments which have taken place since then are as follows:- * Core Banking Systems (CBS)

* Internet Banking
* Mobile Banking
* Mobile Automated Teller Machines (ATMs)
* Multifunctional ATMs shared ATM services
* Large scale usage of Real Time Gross Settlement (RTGS)

* Demat Account
* Lockers
* Cash Management
* Insurance Product
* Mutual Fund Product
* Loans
* ECS(Electronic clearance system)
* Taxes

* Post offices
* Mutual fund
* Share market
* Insurance
* Money lenders
* Family and Friends


* Improving profitability Corporate governance
* Reinforcing technologyInternational standard
* Risk management
* Greater customer orientation

Growth of Indian Banking sector
The Indian banking system is financially stable and resilient to the shocks that may arise due to higher non-performing assets (NPAs) and the global economic crisis, according to a stress test done by the Reserve Bank of India. Significantly, the RBI has the tenth largest gold reserves in the world after spending US$ 6.7 billion towards the purchase of 200 metric tonnes of gold from the International Monetary Fund (IMF) in November 2009. The purchase has increased the countrys share of gold holdings in its foreign exchange reserves from approximately 4 per cent to about 6 per cent. In the annual international ranking conducted by UK-based Brand Finance Plc, 20 Indian banks have been included in the Brand Finance® Global Banking 500. In fact, the State Bank of India (SBI) has become the first Indian bank to be ranked among the Top 50 banks in the world, capturing the 36th rank, as per the Brand Finance study. The brand value of SBI increased from US$ 1.5 billion in 2009 to US$ 4.6 billion in 2010. ICICI Bank also made it to the Top 100 list with a brand value of US$ 2.2 billion. The total brand value of
the 20 Indian banks featured in the list stood at US$ 13 billion. Meanwhile, loan disbursement from scheduled commercial banks which included regional rural banks as well posted a growth of 16.04 per cent by March 12, 2010, on a year-on-year basis, as per the latest data released by RBI. The RBI had earlier predicted that the credit growth during 2009-10 would be around 16 per cent. Following the financial crisis, new deposits have gravitated towards public sector banks. According to RBIs Quarterly Statistics on Deposits and Credit of Scheduled Commercial Banks: September 2009, nationalised banks, as a group, accounted for 50.5 per cent of the aggregate deposits, while State Bank of India (SBI) and its associates accounted for 23.8 per cent. The share of other scheduled commercial banks, foreign banks and regional rural banks in aggregate deposits were 17.8 per cent, 5.6 per cent and 3.0 per cent, respectively. With respect to gross bank credit also, nationalised banks hold the highest share of 50.5 per cent in the total bank credit, with SBI and its associates at 23.7 per cent and other scheduled commercial banks at 17.8 per cent. Foreign banks and regional rural banks had a share of 5.5 per cent and 2.5 per cent respectively in the total bank credit. The report also found that scheduled commercial banks served 34,709 banked centres. Of these centres, 28,095 were single office centres and 64 centres had 100 or more bank offices. The confidence of non-resident Indians (NRIs) in the Indian economy is reviving again. NRI fund inflows increased since April 2009 and touched US$ 47.8 billion on March 2010, as per the RBIs June 2010 bulletin. Most of this has come through Foreign Currency Non-resident (FCNR) accounts and Non-resident External Rupee Accounts. Foreign exchange reserves were up by US$ 1.69 billion to US$ 272.783 billion, for the week ending June 11, on account of revaluation gains. June 21, 2010. Major Developments

The Monetary Authority of Singapore (MAS) has provided qualified full banking (QFB) privileges to ICICI Bank for its branch operations in Singapore. Currently, only SBI had QFB privileges in country. The Indian operations of Standard Chartered reported a profit of above US$ 1 billion for the first time. The bank posted a profit before tax (PAT) of US$ 1.06 billion in the calendar year 2009, as compared to US$ 891 million in 2008. Punjab National Bank (PNB) plans to expand its international operations by foraying into
Indonesia and South Africa. The bank is also planning to increase its share in the international business operations to 7 per cent in the next three years. The State Bank of India (SBI) has posted a net profit of US$ 1.56 billion for the nine months ended December 2009, up 14.43 per cent from US$ 175.4 million posted in the nine months ended December 2008. Reforms in banking sector in India

In line with the recommendations of the second Narasimham Committee, the Mid-Term Review of the Monetary and Credit Policy of October 1999 announced a gamut of measures to strengthen the banking system. Important measures on strengthening the health of banks included: (i) assigning of risk weight of 2.5 per cent to cover market risk in respect of investments in securities outside the SLR by March 31, 2001 (over and above the existing 100 per cent risk weight) in addition to a similar prescription for Government and other approved securities by March 31, 2000, and (ii) lowering of the exposure ceiling in respect of an individual borrower from 25 per cent of the banks capital fund to 20 per cent, effective April 1, 2000.

Capital Adequacy and Recapitalization of Banks
Out of the 27 public sector banks (PSBs), 26 PSBs achieved the minimum capital to risk assets ratio (CRAR) of 9 per cent by March 2000. Of this, 22 PSBs had CRAR exceeding 10 per cent. To enable the PSBs to operate in a more competitive manner, the Government adopted a policy of providing autonomous status to these banks, subject to certain benchmarks. As at end-March 1999, 17 PSBs became eligible for autonomous status. Prudential Accounting Norms for Banks

The Reserve Bank persevered with the on-going process of strengthening prudential accounting norms with the objective of improving the financial soundness of banks and to bring them at par with international standards. The Reserve Bank advised PSBs to set up Settlement Advisory Committees (SACs) for timely and speedier settlement of NPAs in the small scale sector, viz., small scale industries, small business including trading and personal segment and the agricultural sector. The guidelines on SACs were aimed at reducing the stock of NPAs by encouraging the banks to go in for compromise
settlements in a transparent manner. Since the progress in the recovery of NPAs has not been encouraging, a review of the scheme was undertaken and revised guidelines were issued to PSBs in July 2000 to provide a simplified, non-discriminatory and non-discretionary mechanism for the recovery of the stock of NPAs in all sectors. The guidelines will remain operative till March 2001. Recognising that the high level of NPAs in the PSBs can endanger financial system stability, the Union Budget 2000-01 announced the setting up of seven more Debt Recovery Tribunals (DRTs) for speedy recovery of bad loans. An amendment in the Recovery of Debts Due to Banks and Financial Institutions Act, 1993, was effected to expedite the recovery process. Asset Liability Management (ALM) System

The Reserve Bank advised banks in February 1999 to put in place an ALM system, effective April 1, 1999 and set up internal asset liability management committees (ALCOs) at the top management level to oversee its implementation. Banks were expected to cover at least 60 per cent of their liabilities and assets in the interim and 100 per cent of their business by April 1, 2000. The Reserve Bank also released ALM system guidelines in January 2000 for all-India term-lending and refinancing institutions, effective April 1, 2000. As per the guidelines, banks and such institutions were required to prepare statements on liquidity gaps and interest rate sensitivity at specified periodic intervals.

Risk Management Guidelines
The Reserve Bank issued detailed guidelines for risk management systems in banks in October 1999, encompassing credit, market and operational risks. Banks would put in place loan policies, approved by their boards of directors, covering the methodologies for measurement, monitoring and control of credit risk. The guidelines also require banks to evaluate their portfolios on an on-going basis, rather than at a time close to the balance sheet date. As regards off-balance sheet exposures, the current and potential credit exposures may be measured on a daily basis. Banks were also asked to fix a definite time-frame for moving over to the Value-at-Risk (VaR) and duration approaches for the measurement of interest rate risk. The banks were also advised to evolve detailed policy and operative framework
for operational risk management. These guidelines together with ALM guidelines would serve as a benchmark for banks which are yet to establish an integrated risk management system. Disclosure Norms

As a move towards greater transparency, banks were directed to disclose the following additional information in the Notes to Accounts in the balance sheets from the accounting year ended March 31, 2000: (i) maturity pattern of loans and advances, investment securities, deposits and borrowings, (ii) foreign currency assets and liabilities,

(iii) movements in NPAs and
(iv) lending to sensitive sectors as defined by the Reserve Bank from time to time.

4 Company Profiles


The Bank is actively involved since 1973 in non-profit activity called Community Services Banking. All the branches and administrative offices throughout the country sponsor and participate in large number of welfare activities and social causes. Its business is more than banking because It touches the lives of people anywhere in many ways.

The origin of the State Bank of India goes back to the first decade of the nineteenth century with the establishment of the Bank of Calcutta in Calcutta on 2 June 1806. Three years later the bank received its charter and was re-designed as the Bank of Bengal (2 January 1809). A unique institution, it was the first joint-stock bank of British India sponsored by the Government of Bengal. The Bank of Bombay (15 April 1840) and the Bank of Madras (1 July 1843) followed the Bank of Bengal. These three banks remained at the apex of modern banking in India till their amalgamation as the Imperial Bank of India on 27 January 1921.

Primarily Anglo-Indian creations, the three presidency banks came into existence either as a result of the compulsions of imperial finance or by the felt needs of local European commerce and were not imposed from outside in an arbitrary manner to modernize Indias economy. Their evolution was, however, shaped by ideas culled from similar developments in Europe and England, and was influenced by changes occurring in the structure of both the local trading environment and those in the relations of the Indian economy to the economy of Europe and the global economic framework.

The Imperial Bank during the three and a half decades of its existence recorded an impressive growth in terms of offices, reserves, deposits, investments and advances, the increases in some cases amounting to more than six-fold. The financial status and security inherited from its forerunners no doubt provided a firm and durable platform.

But the lofty traditions of banking which the Imperial Bank consistently maintained and the high standard of integrity it observed in its operations inspired confidence in its depositors that no other bank in India could perhaps then equal. All these enabled the Imperial Bank to acquire a pre-eminent position in the Indian banking industry and also secure a vital place in the countrys economic life.

When India attained freedom, the Imperial Bank had a capital base (including reserves) of Rs.11.85 crores, deposits and advances of Rs.275.14 crores and Rs.72.94 crores respectively and a network of 172 branches and more than 200 sub offices extending all over the country.

In 1951, when the First Five Year Plan was launched, the development of rural India was given the highest priority. The commercial banks of the country including the Imperial Bank of India had till then confined their operations to the urban sector and were not equipped to respond to the emergent needs of economic regeneration of the rural areas. In order, therefore, to serve the economy in general and the rural sector in particular, the All India Rural Credit Survey Committee recommended the creation of a state-partnered and state-sponsored bank by taking over the
Imperial Bank of India, and integrating with it, the former state-owned or state-associate banks. An act was accordingly passed in Parliament in May 1955 and the State Bank of India was constituted on 1 July 1955. More than a quarter of the resources of the Indian banking system thus passed under the direct control of the State. Later, the State Bank of India (Subsidiary Banks) Act was passed in 1959, enabling the State Bank of India to take over eight former State-associated banks as its subsidiaries (later named Associates).

The State Bank of India was thus born with a new sense of social purpose aided by the 480 offices comprising branches, sub offices and three Local Head Offices inherited from the Imperial Bank. The concept of banking as mere repositories of the communitys savings and lenders to creditworthy parties was soon to give way to the concept of purposeful banking subserving the growing and diversified financial needs of planned economic development. The State Bank of India was destined to act as the pacesetter in this respect and lead the Indian banking system into the exciting field of national development. ASSOCIATE BANKS:-

State Bank of India has the following seven Associate Banks (ABs) with controlling interest ranging from 75% to 100%. 1. State Bank of Bikaner and Jaipur (SBBJ)
2. State Bank of Hyderabad (SBH)
3. State Bank of Indore (SBIr)
4. State Bank of Mysore (SBM)
5. State Bank of Patiala (SBP)
6. State Bank of Saurashtra (SBS)
7. State Bank of Travancore (SBT)

The seven ABs have a combined network of 4596 branches in India which are fully computerized and 1070 ATMs networked with SBI ATMs, providing value added services to clientele. The ABs recorded an impressive performance during 2003-04. The combined net profit of these banks increased by 38% over the previous year to reach Rs.1938 crores. Deposits and advances grew by 20% and 22%, respectively, during the year.
Three of the ABs viz. SBIr, SBP and SBS achieved NIL Net NPA status while the combined Net NPA ratio of all ABs was at 0.84% as on 31st March 2004.



HDFC is Indias premier housing finance company and enjoys an impeccable track record in India as well as in international markets. Since its inception in 1977, the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities. With its experience in the financial markets, a strong market reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment.

HDFC Banks mission is to be a World-Class Indian Bank.


The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with the banks risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. HDFC Banks business philosophy is based on four core values Operational Excellence, Customer Focus, Product Leadership and People.


Mr. Jagdish Capoor took over as the banks Chairman in July 2001. Prior to this, Mr. Capoor was a Deputy Governor of the Reserve Bank of India. The Managing Director, Mr. Aditya Puri, has been a professional banker for over 25 years, and before joining HDFC Bank in 1994 was heading Citibanks operations in Malaysia.

The Banks Board of Directors is composed of eminent individuals with a wealth of experience in public policy, administration, industry and commercial banking. Senior execAXISves representing HDFC are also on the Board.

Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director. Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry, the bank believes that its people are a significant competitive strength.


AXIS Bank was the first of the new private banks to have begun operations in 1994, after the Government of India allowed new private banks to be established. The Bank was promoted jointly by the Administrator of the specified undertaking of the Unit Trust of India (AXIS I), Life Insurance Corporation of India (LIC) and General Insurance Corporation Ltd. and its associates viz. National Insurance Company Ltd., The New India Assurance Company, The Oriental Insurance Corporation and United Insurance Company Ltd. The Bank today is capitalized to the extent of Rs. 278.50 Crores with the public holding (other than promoters) at 72.26 %. The Banks Registered Office is at Ahmedabad and its Central Office is located at Mumbai. Presently the Bank has a very wide network of more than 373 branch offices and Extension Counters. The Bank has a network of over 1737 ATMs providing 24hrs a day banking convenience to its customers. This is one of the largest ATM networks in the country. The Bank has strengths in both retail and corporate banking and is committed to adopting
the best industry practices internationally in order to achieve excellence.

* Customer Service and Product Innovation tuned to diverse needs of individual and corporate clientele. * Continuous technology up gradation while maintaining human values. * Progressive globalization and achieving international standards. * Efficiency and effectiveness built on ethical practices. CORE VALUES:-

* Customer Satisfaction through
* Providing quality service effectively and efficiently * Smile, it enhances your face value is a service quality Stressed on. * Periodic Customer Service Audits
* Maximization of Stakeholder value
* Success through Teamwork, Integrity and People
AXIS Bank Ltd. has been promoted by the largest and the best Financial Institution of the country, AXIS. The Bank was set up with a capital of Rs. 115 crore, with AXIS contribng Rs. 100 crore, LIC Rs. 7.5 crore and GIC and its four subsidiaries contribng Rs. 1.5 crore each.

Michael Porters Five Forces Analysis

Michael Porters Five Forces Analysis deals with the five forces such as;

1)The threat of new competitors entry
2) The intensity of competitive rivalry
3) The bargaining power of customers
4) The bargaining power of suppliers
5) The threat of substitute products

* The threat of entry of new competitors: Global economy and financial situations are under crisis but the banking industry is under booming. This situation attracted many multinational companies into Indian banking industry. Even many domestic non banking financial companies (NBFC) are also
eagerly waiting to receive banking license from RBI. This situation is critical for existing banks including SBI and the competition will become high. SBIs 200 plus years experience in the industry and reputation will help the bank to overcome these threats of new entrants. * The intensity of competitive rivalry: The main competitors of State Bank of India in India are Bank of India, ICICI Bank, and Union Bank of India. ICICI bank is the second largest private sector bank in India and has well reputation over the industry. Increase in the number of banks will increase the rivalry since all these banks compete for the same customers and resources. State Bank of India has to face a competitive rivalry from all these banks and thus to plan its activities accordingly. * The bargaining power of customers: Customers are very much attracted by the bank and banks core value is customer services and their satisfaction. But the same customer will come with arguments and comparison of other banks financial products in order to bargaining. The bank has to make satisfy such customers with its financial products and services since they are able to get same services from the competitors and switching costs from one bank to another is very low. * The bargaining power of suppliers: State Bank of India has suppliers who supply stationeries, computers and peripherals to the bank. The switching cost of one supplier to another is time consuming and costly process. The bank has to get support from cash filling agencies to fill its ATMs through out the country. Since these things are very important to the bank suppliers are getting a bargaining power. * The threat of substitute products: Indian banking industry is high growth and profitable position and thus many foreign banks are entered into the market. All of these banks have similar financial products and services and this will lead to get a choice to the customers. The main similar products offered by the banks are savings and current accounts, internet banking, debit card services, mobile banking, different kinds of loans and deposits, insurance services (life and general), and investment & trading services. Whenever a customer feels that the service offered by SBI is not satisfying their needs, they can easily go for substitute with a low switching cost.

5 Analysis and Interpretation

5.1 Questionnaire Analysis

Q.1Do you have bank account? Yes [ ] No [ ]
Do you have bank a/c|
| Frequency| Percent| Valid Percent| Cumulative Percent| Valid| yes| 49| 98.0| 98.0| 98.0|
| no| 1| 2.0| 2.0| 100.0|
| Total| 50| 100.0| 100.0| |

Interpretation of bank account:-
As we can see 98% of peoples are using banking services as per data collected & analyzed by us. This shows that in Ahmedabad is having very good banking market.

If yes then Name of the Bank/Banks¦
[ ] SBI [ ] Bank Of India
[ ] ICICI Bank [ ] AXIS Bank
[ ] Other :- .

Name of banks

Name of Bank| SBI| BOB| ICICI Bank| AXIS| HDFC| PNB| Others| No.| 18| 23| 2| 18| 12| 10| 11|

Interpretation of numbers of banks:-
As we can see that almost all banks are having handsome numbers of customers, but BOB has maximum numbers of customers and ICICI is having lowest customer according to our studies.

Q.2 What type of Bank Account do you have?
[ ] Current a/c [ ] Loan a/c [ ] Saving a/c [ ] Demat a/c [ ] Other :- .

what type of bank a/c do you have?

| Frequency| Percent| Valid Percent| Cumulative Percent| Valid| Current A/C| 6| 12.0| 12.2| 12.2|
| Loan A/C| 1| 2.0| 2.0| 14.3|
| Saving A/C| 41| 82.0| 83.7| 98.0|
| Demat A/C| 1| 2.0| 2.0| 100.0|
| Total| 49| 98.0| 100.0| |
Missing| System| 1| 2.0| | |
Total| 50| 100.0| | |

Interpretation of which type of bank a/c do customers have:-
As we can see that most of our respondent having saving a/c so we can say that Indian peoples are good savers and it can be easily seen by the graph. This is the reason why India is developing in recession.

Q.3 Since how long do you have this Bank account?
[ ] 0-1 year [ ] 1-3 years[ ] 4-7 years[ ] More than 7 years

Since how long do you have this Bank account?
| Frequency| Percent| Valid Percent| Cumulative Percent| Valid| <1 Year| 4| 8.0| 8.2| 8.2|
| 1-3 Years| 20| 40.0| 40.8| 49.0|
| 4-7 Years| 15| 30.0| 30.6| 79.6|
| >7 Years| 10| 20.0| 20.4| 100.0|
| Total| 49| 98.0| 100.0| |
Missing| System| 1| 2.0| | |
Total| 50| 100.0| | |

Interpretation on how long customer have bank account :-
Most of people having period of 1-3years. This mean in last almost in 5 years people had opened huge number of bank a/c. This means peoples are
using banking service more than before.

Q.4 Which mode do you prefer to access your bank services?
[ ] Visiting the bank branch
[ ] Through-Mobile banking
[ ] Through-Internet banking

Which mode do you prefer to access your bank services?|
| Frequency| Percent| Valid Percent| Cumulative Percent| Valid| visiting the bank branch| 32| 64.0| 65.3| 65.3| | Through mobile banking| 6| 12.0| 12.2| 77.6|
| Through internet banking| 11| 22.0| 22.4| 100.0|
| Total| 49| 98.0| 100.0| |
Missing| System| 1| 2.0| | |
Total| 50| 100.0| | |

Interpretation of preferred bank services used by customers:-
Most of the peoples uses services by visiting at bank. This shows Indian peoples are having less technological knowledge. This increases the banking personnel expenses too.

Q.5 How frequently do you visit the bank?
[ ] Daily [ ] Weekly [ ] Monthly
[ ] Quarterly [ ] Once in 6months [ ] Once a year

| Frequency| Percent| Valid Percent| Cumulative Percent| Valid| Daily| 10| 20.0| 20.4| 20.4|
| Weekly| 12| 24.0| 24.5| 44.9|
| Monthly| 18| 36.0| 36.7| 81.6|
| Quarterly| 5| 10.0| 10.2| 91.8|
| once in six month| 3| 6.0| 6.1| 98.0|
| Once in year| 1| 2.0| 2.0| 100.0|
| Total| 49| 98.0| 100.0| |
Missing| System| 1| 2.0| | |
Total| 50| 100.0| | |

Interpretation of how frequently bank visited by customers:-
As we had seen most the peoples are having saving a/c so they are not required to go regularly to banks. And peoples with current a/c visits daily & weekly. Peoples with fixed deposits are less as less peoples are visiting quarterly, once in six months, once in year.

Q.6 which are the services do you use?
[ ] ATM [ ] Loan[ ] Locker
[ ]O/D[ ]Demate[ ] .

Which services do you use?

Services| ATM| Loan| Locker| O/D| Demat| Others|
No.| 47| 10| 8| 4| 5| 3|

Interpretation of bank services used by customers:-
Most of peoples used ATM service because of easy availability and easy to assess As we know most of coustomer are of SBI and SBI has largest number of ATM so this services Is most used by customers.

Q.7 Do you think governments decision of allowing withdrawal of cash from any other bank ATM is helpful for you?
[ ] Yes [ ]No

Do you think other bank ATM useful to you?|
| Frequency| Percent| Valid Percent| Cumulative Percent| Valid| yes| 49| 98.0| 98.0| 98.0|
| no| 1| 2.0| 2.0| 100.0|
| Total| 50| 100.0| 100.0| |

Interpretation why ATM services used by customers the most:-
Almost everyone thinks that ATM are useful because of easy availability and
easy to assess.

Q.10 Do your bank regularly inform you about its newly launched services ?

[ ] Yes [ ]No

Do you bank regularly inform you about its newly launched services ?| | Frequency| Percent| Valid Percent| Cumulative Percent| Valid| yes| 35| 70.0| 70.0| 70.0|
| no| 15| 30.0| 30.0| 100.0|
| Total| 50| 100.0| 100.0| |

Interpretation of banks informing newly launched services:-
Most of banks nowadays launches so many schemes so they inform customers about their services. This helps banks to attract more & more customers.

If yes, then how ?

[ ] During visit of bank
[ ] Through mobile messages
[ ] Through e-mails
[ ]Through phone-call
[ ] Any other mode ””””

By which mode your bank regularly inform you about its newly launched services?

Mode ofInformation| During visitof bank| through mobilemessages| ThroughE-mails| Throughphone-calls| Any other mode| No other mode| No.| 13| 19| 7| 3| 1| 16|

Interpretation of modes your bank regularly inform you about its newly launched services:-
As most of peoples are not visiting bank they are informed by messages and sometimes they are using other modes such as advertisement in local
newspapers and by pamphlets. But many of them are not informing at all. Q.11Which mode of communication will you prefer to know about new services launched by your bank? [ ] During visit of bank

[ ] Through mobile messages
[ ] Through e-mails
[ ]Through phone-call
[ ] Any other mode ””””

Which mode of communication will you prefer to know about new services launched by your bank?

Preferred Modeof Information| During visitof bank| through mobilemessages| Through E-mails| Through phone-calls| Any other mode| No.| 10| 28| 18| 3| 2|

Interpretation of mode you prefer your bank should regularly inform you about its newly launched services:-
Most of the people prefer to be informed by mobile messages and E-mails. As we had seen that many banks are not informing at all. According to us such banks should use mobile messages and E-mails to provide better services.

Q.12In which other bank would you like to open account in future?
[ ] SBI [ ] Bank Of India
[ ] ICICI Bank [ ] AXIS Bank
[ ] HDFC Bank [ ] Punjab National Bank
[ ] Other :- .

In which other bank would you like open account in future?| | Frequency| Percent| Valid Percent| Cumulative Percent| Valid| SBI| 11| 22.0| 22.0| 22.0|
| ICICI| 15| 30.0| 30.0| 52.0|
| HDFC| 7| 14.0| 14.0| 66.0|
| Bank Of India| 3| 6.0| 6.0| 72.0|
| AXIS| 8| 16.0| 16.0| 88.0|
| Punjab National Bank| 3| 6.0| 6.0| 94.0|
| Others| 3| 6.0| 6.0| 100.0|
| Total| 50| 100.0| 100.0| |

Interpretation of bank in which people would like to open account in future:-
From the graph we can see that most of the people would like to open account in ICICI bank, so we can interpret that nationalized bank should improve their services to increase customer base.

1. Age: [] 18-25 [] 26-35 [] 36-45 [] 46-55 [] 56 and above

Age of Respondant|
| Frequency| Percent| Valid Percent| Cumulative Percent| Valid| 18-25| 22| 44.0| 44.0| 44.0|
| 26-35| 8| 16.0| 16.0| 60.0|
| 36-45| 11| 22.0| 22.0| 82.0|
| 46-55| 7| 14.0| 14.0| 96.0|
| > 56| 2| 4.0| 4.0| 100.0|
| Total| 50| 100.0| 100.0| |

2. Income. (Per Annum)
[] 0-1 L [] 1-2L [] 2-4L [] 4-8L [] Above 8L

Income of Respondant|
| Frequency| Percent| Valid Percent| Cumulative Percent| Valid| 0-1 lac| 17| 34.0| 34.0| 34.0|
| 1-2 lac| 4| 8.0| 8.0| 42.0|
| 2-4 lac| 15| 30.0| 30.0| 72.0|
| 4-8 lac| 6| 12.0| 12.0| 84.0|
| > 8 lac| 8| 16.0| 16.0| 100.0|
| Total| 50| 100.0| 100.0| |

3. Occupation: [ ]Businessman [ ] Job [ ] Student [ ] Retired

Occupation of Respondant|
| Frequency| Percent| Valid Percent| Cumulative Percent| Valid| Business man| 13| 26.0| 26.0| 26.0|
| Job| 20| 40.0| 40.0| 66.0|
| Student| 16| 32.0| 32.0| 98.0|
| Retired| 1| 2.0| 2.0| 100.0|
| Total| 50| 100.0| 100.0| |

5.2 Hypothesis Testing Analysis- Fundamental Analysis

1: H0=comparison between modes & frequency are related
H1= comparison between modes & frequency are not related Chi-Square Tests|
| Value| df| Asymp. Sig. (2-sided)|
Pearson Chi-Square| 18.341a| 10| .049|
Likelihood Ratio| 18.776| 10| .043|
Linear-by-Linear Association| 1.866| 1| .172|
N of Valid Cases| 49| | |
a. 15 cells (83.3%) have expected count less than 5. The minimum expected count is .12.|

H0 is rejected as pearson chi square is smaller than 0.050

2: H0=type of a/c & frequency of visiting are related
H1=type of a/c & frequency of visiting are not related Chi-Square Tests|
| Value| df| Asymp. Sig. (2-sided)|
Pearson Chi-Square| 15.570a| 15| .411|
Likelihood Ratio| 16.201| 15| .369|
Linear-by-Linear Association| 2.682| 1| .101|
N of Valid Cases| 49| | |
a. 21 cells (87.5%) have expected count less than 5. The minimum expected count is .02.|

Ho is accepted as pearson chi square is greater than 0.050

3: H0=type of a/c & information received are related
H1=type of a/c & information received are not related Chi-Square Tests|
| Value| df| Asymp. Sig. (2-sided)| Exact Sig. (2-sided)| Exact Sig. (1-sided)| Pearson Chi-Square| 2.381a| 1| .123| | |
Continuity Correctionb| .194| 1| .659| | |
Likelihood Ratio| 2.456| 1| .117| | |
Fishers Exact Test| | | | .300| .300|
N of Valid Cases| 50| | | | |
a. 2 cells (50.0%) have expected count less than 5. The minimum expected count is .30.| b. Computed only for a 2—2 table|

Ho is accepted as pearson chi square is greater than 0.050

The face of banking is changing rapidly. Competition is going to be tough and with financial liberalization under the WTO, banks in India will have to benchmark themselves against the best in the world. For a strong and resilient banking and financial system, therefore, banks need to go beyond peripheral issues and tackle significant issues like improvements in profitability, efficiency and technology, while achieving economies of scale through consolidation and exploring available cost-effective solutions. These are some of the issues that need to be addressed if banks are to succeed, not just survive, in the changing milieu.

The banking system in India is significantly different from that of other Asian nations because of the countrys unique geographic, social, and economic characteristics. India has a large population and land size, a diverse culture, and extreme disparities in income, which are marked among its regions. The countrys economic policy framework combines socialistic and capitalistic features with a heavy bias towards public sector investment. India has followed the path of growth-led exports rather than the exported growth of other Asian economies, with emphasis on self-reliance through import substitution.


* Banks would need to adopt an innovative, customer-friendly approach to increase their effective reach so that the share of organised finance increases. * In the near future customer-friendly products, delivery channels, relationship banking, dependency on IT systems and competitive pricing would be the driving force. Banks will to move to a high-tech banking. * The key to survival of banks in future will be the retention of customer loyalty by providing value-added services tailored to their needs. * As banking services are in the nature of a public utility service, it is essential that banking and payment services are provided to the entire population without discrimination. * Commercial banks should change their marketing concept. Under the new concept of marketing, the task of management should not so much be skill in making the customer do what suits the rest of the business, as to be skilful in conceiving and making business do what suits the interest of the customers.


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We are student of Gujarat law Society Institute of Technology-MBA, and doing research titled Comparative study and analysis of Customer satisfaction in banking services for that we need your kind help to finish our project report successfully. We assure you that your information will be kept confidential.

Q.1Do you have bank account? Yes [ ] No [ ]
If yes then Name of the Bank/Banks¦
[ ] SBI [ ] Bank Of Baroda
[ ] ICICI Bank [ ] AXIS Bank
[ ] Other :- .

Q.2 What type of Bank Account do you have?
[ ] Current a/c [ ] Loan a/c [ ] Saving a/c
[ ] Demat a/c [ ] Other :- .

Q.3 Since how long do you have this Bank account?
[ ] 0-1 year [ ] 1-3 years[ ] 4-7 years[ ] More than 7 years

Q.4 Which mode do you prefer to access your bank services?
[ ] Visiting the bank branch
[ ] Through-Mobile banking
[ ] Through-Internet banking
Q.5 How frequently do you visit the bank?
[ ] Daily [ ] Weekly [ ] Monthly
[ ] Quarterly [ ] Once in 6months [ ] Once a year

Q.6 which are the services do you use?
[ ] ATM [ ] Loan [ ] Locker
[ ]O/D [ ]Demate [ ] .

Q.7 Do you think governments decision of allowing withdrawal of cash from any
other bank ATM is helpful for you?
[ ] Yes [ ]No

Q.8Rank your satisfaction Related to this Bank? [Please Tick √ ] Factors| Rank/Points|
| 1| 2| 3| 4| 5|
| 50| 40| 30| 20| 10|
Services By Bank| | | | | |
Time Management| | | | | |
Quality of Service| | | | | |
Rate of Interest| | | | | |
Staff Behavior| | | | | |
Brand Name| | | | | |

Q.9 kindly rank the following factors on the basis of its relative importance while selecting any bank[Please Tick √ ]

Criteria| Rank/Points|
| 1| 2| 3| 4| 5|
| 50| 40| 30| 20| 10|
Branch network| | | | | |
Interest rate| | | | | |
Nearness to home or office| | | | | |
Reference| | | | | |
Nature of bank| | | | | |
Professionalism| | | | | |
Brand Name| | | | | |

Q.10³Do your bank regularly inform you about its newly launched services ?

[ ] Yes [ ]No

If yes, then how ?

[ ] During visit of bank
[ ] Through mobile messages
[ ] Through e-mails
[ ]Through phone-call
[ ] Any other mode ””””

Q.11Which mode of communication will you prefer to know about new services launched by your bank? [ ] During visit of bank
[ ] Through mobile messages
[ ] Through e-mails
[ ]Through phone-call
[ ] Any other mode ””””

Q.12In which other bank would you like to open account in futur?
[ ] SBI [ ] Bank Of India
[ ] ICICI Bank [ ] AXIS Bank
[ ] HDFC Bank [ ] Punjab National Bank
[ ] Other :- .

Q.13 Why? And What is your future Needs( Expectations) from this Bank?

Q.14 If you have any suggestion for betterment of banking services.

Customer Demographic Profile:
NAME:- .

[Please Tick _ ]
1. Age: [ ] 18-25 [ ] 26-35 [ ] 36-45 [ ] 46-55 [ ] 56 and above

2. Income. (Per Annum)
[ ] 0-1 L [ ] 1-2L [ ] 2-4L [ ] 4-8L [ ] Above 8L
3. Occupation: [ ] Businessman [ ] Job [ ] Student

Thank You

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