Customer Satisfaction of SBT

A Study on the Customers Satisfaction of SBT with Special Reference to SBT Kozhencherry Branch
A PROJECT REPORT ON
A STUDY ON THE CUSTOMERS SATISFACTION OF SBT WITH SPECIAL REFERENCE TO SBT KOZHENCHERRY BRANCH
SUBMITTED ON PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF THE DEGREE OF BACHELOR OF COMMERCE WITH COMPUTER APPLICATION OF THE MADURAI KAMARAJ UNIVERSITY BY THOMAS RAJAN REG NO: A8517612 UNDER THE GUIDANCE OF MR.A.BOAZ. M.Com., M.Phil., B.Ed
DEPARTMENT OF COMMERCE
Kodaikanal Christian College (Autonomous)

Paradise Hill Kodaikanal 624104 March 2011
1 SBT KOZHENCHERRY
Kodaikanal Christian College

( Autonomous)
CERTIFICATE
This is to certify that the project entitled A Study on the Customers Satisfaction of SBT
with Special Reference to SBT Kozhencherry Branch submitted by MS. THOMAS RAJAN
in partial fulfillment of the requirements for the award of the degree of Bachelor of Commerce with Computer Application is a bonafide record of work done by her under my guidance and supervision. The report has not formed the basis for the award of any Degree/Diploma/Associateship/ Fellowship or any other similar title of any University or Institution.
FACULTY GUIDE
HEAD OF THE DEPARTMENT
EXTERNAL EXAMINAR
PRINCIPAL
SBT KOZHENCHERRY
Kodaikanal Christian College

( Autonomous)
DECLARATION I Thomas Rajan, the undersigned hereby declare that the project report entitled, A Study on the
Customers Satisfaction of SBT with Special Reference to SBT Kozhencherry Branch,

is a record of original work done by me under the supervision of MR.A.BOAZ and that this project has not formed the basis for award of any degree / diploma / fellowship or any other similar title to any other candidate of any university.
THOMAS RAJAN PLACE: KODAIKANAL DATE:
SBT KOZHENCHERRY
CONTENTS
SL NUMBER
TITLE Chapter I
PAGE NUMBER
INTRODUCTION
Chapter II
REVIEW OF LITERATURE
Chapter III
INDUSTRY PROFILE
Chapter IV
16
DATA ANALYSIS AND INTERPRETATIONS
29
Chapter V
5
FINDINGS AND SUGGESTION
74
SBT KOZHENCHERRY
LIST OF TABLE
Sl Number 1.0 2 .0 3.0 4.0 5.0 6.0 7.0 8.0 Title Age group Gender of the customers Occupation of the customers Income group Type of account Term of 0peration of SBT account Term of 0peration of SBT account Customer satisfaction with Withdraw cash from SBT ATM 9.0 10.1 10.2 10.3 10.4 11.0 12.0 13.0 14.0 15.0 16.0 17.0 18.0 19.0 Customers Opinion about Queues in Front of ATM Customers opinion about Customer relation By bank Customers opinion about deposit schemes of the bank Customers opinion about bank premises Customers opinion about Financial advice By bank Priority Customers Opinion About the attitude of the employees Clearance of out station Cheque Which sector bank you prefer Have you been to a new generation bank Do you have an Account in New Generation Bank Rating the service of new generation bank Will You Recommend Satisfied 51 53 55 57 59 61 63 65 67 69 71 73 75 77 Page Number 35 37 39 41 43 45 47 49
SBT KOZHENCHERRY
LIST OF FIGURE
Sl Number 1.0 2 .0 3.0 4.0 5.0 6.0 7.0 8.0 Title Age group Gender of the customers Occupation of the customers Income group Type of account Term of 0peration of SBT account Term of 0peration of SBT account Customer satisfaction with Withdraw cash from SBT ATM 9.0 10.1 10.2 10.3 10.4 11.0 12.0 13.0 14.0 15.0 16.0 17.0 18.0 19.0
6 SBT KOZHENCHERRY
Page Number 36 38 40 42 44 46 48 50
Customers Opinion about Queues in Front of ATMs Customers opinion about Customer relation By bank Customers opinion about deposit schemes of the bank Customers opinion about bank premises Customers opinion about Financial advice By bank Priority Customers Opinion About the attitude of the employees Clearance of out station Cheque Which sector bank you prefer Have you been to a new generation bank Do you have an Account in New Generation Bank Rating the service of new generation bank Will You Recommend Satisfied
52 54 56 58 60 62 64 66 68 70 72 74 76 78
CHAPTER I
SBT KOZHENCHERRY
Chapter I
INTRODUCTION
The banking industry like many other financial service industries is facing a rapidly changing market, new technologies, economic uncertainties, fierce competition and more demanding customers and the changing climate has presented an unprecedented set of challenges. Banking is a customer oriented services industry, therefore, the customer is the focus and customer service is the differentiating factors. The banking industry in India has undergone sea change since post independence. More recently, liberalization, the opening up of the economy in the 90s and the government's decision to privatize banks by reduction in state ownership culminated in the banking reforms based on the recommendations of Narasimha Committee. The prime mover for banks today is profit, with clear indications from the government to 'perform or perish'. Banks have also started realizing that business depends on client service and the satisfaction of the customer and this is compelling them to improve customer service and build up relationship with customers. With the current change in the functional orientation of banks, the purpose of banking is redefined. The main driver of this change is changing customer needs and expectations. Customers in urban India no longer want to wait in long queues and spend hours in banking transactions. This change in customer attitude has gone hand in hand with the development of ATMs, phone and net banking along with availability of service right at the customer's doorstep. With the emergence of universal banking, banks aim to provide all banking product and service offering under one roof and their endeavor is to be customer centric. With the emergence of economic reforms in world in general and in India in particular, private banks have come up in a big way with prime emphasis on technical and customer focused issues.
SBT KOZHENCHERRY
STATEMENT OF THE PROBLEM Customer satisfaction is the most discussed subject in todays world competitive market. For use successful running of a service, customer satisfaction is important. For a service, customer depends on the service actually offered relative to the customers expectations. SBT has a strong market in Kerala. SBT is a associate bank of State Bank of India. Now SBT has many branches all over Kerala. In order to maintain and improve the present market, the management has to know the customers attitude towards SBT. So it is felt that a study considering some variables of
customer satisfaction of SBT customers be conducted at kozhencherry with reference to SBT kozhencherry branch. OBJECTIVE OF THE STUDY 1. To find out the level of customer satisfaction of SBT with reference to kozhencherry branch. 2. To access the customer satisfaction regarding various services offered by the bank. 3. To make recommendation on the basis of the findings of the study.
SBT KOZHENCHERRY
SCOPE OF THE STUDY The study helps to understand the present market positions of the customers, and how much they are satisfied with the bank. METHODOLOGY This study mainly depends on primary data. Primary data are collected through questionnaires and interview. The secondary data i.e., company records, journals, magazines and web sites are also used for the study. Sampling is a technique of inspecting or studying only a selected representives or adequate fraction of the population. Hence, convenience sampling method is used because of location and contacts with the units. The method is used in everyday life. In this survey 50 customers are selected for sampling. The sample tools adopted are questionnaire and interview schedule. A single customer represents a sample. DATA SOURCES The sources of information are generally classified as primary and secondary. (1) Primary
Primary data are collected by conducting face to face interview with respondents. This data were also obtained by issuing questionnaires to the respondents. (2) Secondary Data
Secondary data were collected mainly from company records and journals, magazines also provided information about product and industry. Information from companies websites also provided secondary data about plans and products.
10 SBT KOZHENCHERRY
ANALYSIS TOOLS USED Analysis tools used are percentage and diagrammatic representation. LIMITATIONS (1) (2) Time allowed for the study was not sufficient to cover the market area. A small sample was selected and was restricted to kozhencherry. It might not be true
representation of whole market. (3) Some did not respond properly to the questionnaire.
11
SBT KOZHENCHERRY
CHAPTER II
12
SBT KOZHENCHERRY
Chapter II
REVIEW OF LITERATURE
INTRODUCTION Customer or buyer is the central figure of all marketing activities. It is the consumer who determines the growth, prosperity and even existence of a business enterprise. Hence the marketer should always feel the pulses of consumers "The mind decides and the body acts". But what goes on in the mind of a consumer is difficult to understand. His mind is black box were in several influences operating to decide his buying patterns with regard to product or service. The marketers need to understand fully the working of buyers' mind and use suitable strategies to create a favorable orientation in the mind of consumers. He must plan his production and distribution to meet the needs and convenience of consumers rather than his own. He must have a clear understanding of consumer behaviour. Who is a Customer? "Customer is a person who buys goods or services for his own consumption for the satisfaction of his needs". Thus "customer is an ultimate user of a product". But buyer or customer is a person who buys goods either for resale or for production or for the use of somebody else/For e.g.: if a man buys mango and is used by him to satisfy his hunger, he is called a consumer. But if a man buys a saree and his wife uses it, he is called a buyer. Therefore the two terms 'consumer and buyer' are different in the true sense. However in the "Consumer Protection Act 1986" defines the term consumer includes buyers also. Consumer behaviour Market consists of buyers. Hence it is the behaviour of buyer that is central to an understanding of markets. A business enterprise without having consumer understanding cannot fulfill its
13 SBT KOZHENCHERRY
obligation of consumer satisfaction. Marketers must study their customers' wants, preferences and buying behaviour. Such a study will produce clues for developing new products and for making changes in the existing products and other marketing mix elements. .It is not the policies that bring changes in the market, it's the behaviour of the consumers. The marketing programs and policies depend up on the consumers' behaviour. The consumers' needs, attitudes and buying behaviour is ever changing. The buying behaviour of consumers depends on certain factors like income, location, sex, social status, psychology etc. In the words of Walters and Paul, "Consumer behaviour is the process whereby individuals decide what, when, where, how and from whom to purchase goods and services." Customer satisfaction Consumers are the largest of the activities of marketing department of a company. Today business world recognize that "Consumer is the king". The primary reason for producing quality product and delivering quality services is customer satisfaction. Without customer satisfaction organizations are unlikely to measure their sales and revenue. Customer satisfaction is the result of delivering a product or service that meets customer's requirements. According to the "Journal of Advertising Research", customer satisfaction service is one of the faster growing areas of market research. This is understandable even in the context of the Indian market where we are moving towards market economy with customer on the central focus. There are alternative definitions for customer satisfaction/dissatisfaction. It is a comparison of customer expectations with perceptions regarding the service encounter. The satisfaction of the customer is perhaps the most sensible objectives of business firms. Until recently importance of consumption was overlooked. But now, business men are trying to ascertain the preferences tastes, attitudes, etc of the customers. These business activities must be
14 SBT KOZHENCHERRY
turned in such a way as to secure maximum satisfaction of the customers. For the purpose all the necessary information should be collected from the consumers. In order to satisfy his needs and wants the customer purchases certain goods on the impression that it would satisfy his needs and wants. If the product satisfies him, he will buy more and more of the same product. He will also advertise about the product to others. If he is dissatisfied he will stop consuming the product. Measuring customer's satisfaction is important because 25% of customers dissatisfied would be enough to stop doing business. Peter Drucker observed that a company's first task is to "create customers". Satisfaction is the person's feelings of pleasure or disappointment resulting from comparing a product's perceived performance (outcome) in relation to his / her expectation. If the performance falls short of expectation, the customer is dissatisfied. If the performances exceed expectation the customer is highly satisfied or delighted. "Customer satisfaction is the level of persons felt state resulting from comparing a product perceived performance in relation to the person's expectations." Maslow's need hierarchy theory Probably the most widely known theory of individual need and motivation comes from Abraham Maslow, who was a clinical psychologist in U.S.A, Maslow, he suggested that every individual has a complex set of exceptionally strong needs and the behaviour of an individual at a particular moment is usually determined by his strongest need. According to psychologists, human needs have certain priority. As the more basic needs are satisfied, the individuals seek to satisfy the higher needs. If the basic needs are not satisfied, efforts to satisfy the higher needs will be postponed. Maslow stated that people have five basic levels of needs which they tend to satisfy in a hierarchical fashion. He proposed that human needs can be arranged in a particular order from the lowest level need to the highest level need
15
SBT KOZHENCHERRY
. Self Actualization Needs Esteem Needs Social Needs Safety Needs Physiological Needs This need hierarchy can be explained as follows. 1. Physiological needs: - These are some bodily needs comprising of
hunger, thirst, shelter, clothing, air and other necessities of life. 2. Safety needs:- In today's civilized society, a person is usually protected from physical
danger or threats of violence etc. so that the safety and security needs dwell upon economic and job security, security of source of income etc. 3. Social needs: - Social needs can be satisfied by being in the company of friends, relatives
or other group such as work groups or voluntary groups. 4.Esteem Needs:- Fourth in the hierarchy of needs is ego or self esteem needs which are concerned with self respect, self confidence, recognition, appreciation, applause, prestige, power and control. 5. Self Actualization needs: - At the top of the hierarchy is the need for any actualization or the need to fulfill what a person considers to be the mission in his life.
16
SBT KOZHENCHERRY
Methods to measure customer satisfaction.

1. Complaint and Suggestion System:- A customer centered organization would make it easy for its customer to deliver suggestions and complaint. Complaint boxes are popular nowadays. 2. Customer Satisfaction Survey:- Responsive companies obtain direct measures of customer satisfaction by periodic surveys. They sent questionnaires to a random sample of the customers to find out how they feel about various aspects of the companies' performance and also solicit views on the competitors' performance. It is useful to measure the customers' willingness to recommend the company brand to other persons. A high positive word of mouth score indicates the company is producing his customer satisfaction. 3. Ghost Shopping:- Another useful way to gather a picture of customer satisfaction is to hire persons to pose as potential buyers to report their findings on strong and weak points they experienced in buying the company's and competitors products. These Ghost shoppers can even pose certain problems to list whether the company's sales personnel handle the situation well. 4. Lost customer analysis:- Companies should contact customers who have stopped buying or who have switched on to another supplier to learn why that happened.
Customer Retention
Today markets are totally different. These are characterized by intense competition and the dividing line between a service and a good among competitors is minimal. If there is service parity among the different service providers then the customers risk associated with brand switching is minimized. When a firm considers the cost associated with winning new customers, it is likely to realize that to make profit and avoid the continuous cycle of price discount, it is better to increase the lifetime spending on the existing customers. Customer retention is far more important than customer attraction.
17
SBT KOZHENCHERRY
Benefits of customer Retention.

Benefits of customer retention can be listed as follows. 1. Profit derived from sales
Customer retention can result in higher profits whatever might be the type of service claim. 2. Profit from reduced operating cost
Since long term customers know the service providers well, they tend to have lower maintenance cost and require less attention. 3. Profit from referrals
Customers retention can give rise the word of mouth advertising by satisfied customers which can bring in new business. Companies can retain the customers by providing a proper perspective of the service to him, contacting him between service encounters. It can be a typical birthday congratulations or an anniversary card.
18
SBT KOZHENCHERRY
CHAPTER III
19
SBT KOZHENCHERRY
Chapter III INDUSTRY PROFILE

State Bank of Travancore (SBT) was originally established as Travancore Bank Ltd. in 1945 sponsored by the erstwhile Princely State of Travancore. Under a special statute of the Indian Parliament (SBI subsidiary Banks Act 1959) it has been made an Associate of the State Bank of India and a member of the State Bank Group, the largest banking group in India. Regd. office/Head Office at: Poojapura, Trivandrum 695 012, Kerala state, India Highlights o o o o o More than 60 years of dedicated service History of uninterrupted profits and Dividend payments 130% dividend to shareholders Network of 726 branches and 460 ATMs spanning 16 states of the country Using World class technology through the implementation of 100% Core Banking Solution o o o Premier bank in Kerala state with 584 branches The Largest ATM Network in Home State Member of the Largest ATM network in the country
Internet Banking, E-Payments, Utility Bill Payments, Fee payments, E-Commerce etc
20
SBT KOZHENCHERRY
Social Responsibility
550 Social circles provide selfless community service Free Medical Camps, Rehabilitation Programs, and distribution of free wheel chairs Programs for improving the facilities of orphanages, care homes, geriatric centres Programs for the benefit of the student community Eco-friendly smoke - free offices
Social Banking
Being a public sector bank, we are committed to the policies of the Government for social development. We offer credit to the priority sectors and also the special schemes announced by the Government.
Through the decades (Rupees in lacs)

Year => December December March March 1981 Deposits Advances Net Profits Branches 6449 4142 8 218 1991 49812 29711 27 475 2001 2008 March 2009 March 2010
245426 1157279 3535389 4204192 133348 639750 2813662 3271093 400 608 9749 671 38611 710 60784 726
21
SBT KOZHENCHERRY
Staff
3275
8199
12172
12172
11365
11365
PRIORITY SECTOR LENDING

The Bank is alive to its developmental role and actively participates in meeting need-based requirements of Small Scale Industry (SSI), Agriculture and Small business. It has consistently met the benchmarks for priority sector advances stipulated by the Government from time to time. More than 40% of net bank credit is to the Priority sectors. SMALL SCALE INDUSTRY The Bank attaches priority to this vital sector and encourages technocrats and women entrepreneurs. Banks Technical Consultancy Cell assists the small units in evaluation of techno-economic feasibility of their projects. Bank has setup exclusive Small Scale Industries (SSI) Branches for this sector. AGRICULTURE The Bank caters to the needs of farmers through its rural and semi-urban branches. We have setup specialised Agricultural Development Branches (ADB) totally dedicated to agricultural advances. The Bank also encourages allied activities such as dairy, poultry, piggery, fishery, horticulture, etc., Schemes like Rabbit Plus for Rabbit rearing, Kamadhenu for rearing of Calves and Heifers, Ksheerasamrudhi for dairy farming and Matsya Plus for Fish farming has been introduced. Farm mechanisation and Agro based industries are given due attention too. We have also introduced Kisan Credit Card Scheme, for the farmers to purchase agricultural inputs and meet other productive needs. Bank also has launched 'Annapoorna Scheme' to extend assistance to tenant farmers who are holding only leasehold rights over the land in which they cultivate. Large areas of fallow lands are being brought under cultivation under this Scheme.
22
SBT KOZHENCHERRY
Rural Training Institute for Micro Finance has been established at Kalpetta in Wayanad district during the year 2005, for imparting training to Micro entrepreneurs on an ongoing basis. Agricultural Centralized Processing Centre (Agri.CPC) started at Palakkad to ensure prompt and speedy sanction of loans to the eligible farmers in Palakkad District. SPECIAL SCHEMES We actively participate in special schemes announced by the Government like: PMRY (Prime Ministers Rozgar Yojana), Women Empowerment scheme, Micro Credit - Self Help Groups scheme etc. The Bank is actively involved in implementing Swarana Jayanthi Shahari Rozgar Yojana which is aimed at providing self-employment to the urban poor. FINANCIAL INCLUSION 'Janapriya Savings Account' - a special savings bank account, without any restriction of minimum balance, was launched aiming at financial inclusion and extending banking facilities to those so far deprived of it. Palakkad, Ernakulam, Alappuzha, Wayanad, Kasaragod, Kottayam, Pathanamthitta and Thiruvananthapuram districts have been fully included under 'Financial Inclusion'.
Personal banking
Personal Banking services are offered to general public customers who wish to operate a bank account for different purpose.
Deposit Schemes
SBT have a number of deposit plans to suit convenience and specific requirements of its customers. The customers can choose from any of the following schemes that the bank offers.
Savings Bank Accounts

23 SBT KOZHENCHERRY
Best suited for all classes of persons. Running account. Cheques, Drafts, Interest Warrants, Dividend warrants etc.., in Indian rupees and foreign
currencies in the personal names of the depositors can be collected and credited to these accounts. Liberal withdrawal facilities. No Income Tax deduction at source on interest. Standing instructions for remittances of insurance premium, rent and similar payments carried out. Minors above 10 years can open and operate the account. Nomination facility is available Quarterly Average Minimum Balance to be maintained in SB accounts is Rs.1000/- with Cheque Book facility and Rs.500/- without Cheque Book facility Internet Banking/ATM/Mobile Banking Facilities are available
Current Accounts
Running account with unlimited operational facilities. Minimum balance to be maintained is Rs. 3000/- for rural branches and Rs.5000/- for others. Monthly statement of accounts made available. Standing instructions for remittances of insurance premium, rent and similar payments carried out. Internet Banking Facility is available
24 SBT KOZHENCHERRY
Term Deposit Accounts

Deposits for periods of 7 days to 120 months. Minimum deposit is Rs.1000/- and multiples Rs.100/-. Interest normally paid quarterly, half yearly, or yearly. Monthly payment can be had at discounted rates. Loans are available upto 90% of the deposit, with interest 1% above the deposit rate. Minors above the age of 10 can deposit upto Rs.200000/- in their names independently. Premature withdrawal permitted with applicable penalty. Ideal investment for earning regular quarterly income without disturbing principal, and with maximum liquidity and safety. The deposit will be renewed on due date for the same period. TDS is applicable, 15H/15G to be submitted for exemption.
SBT Reinvestment Plan(Special Term Deposits)

Term Deposit accounts with automatic reinvestment of the accrued interest at quarterly compounding till maturity of the principal. No interim withdrawal of interest and therefore investment multiplies. Loans upto 90%, with interest 1% above the deposit rates. Existing term deposit accounts can freely be converted to Special term deposit accounts and vice versa. Minors above the age of 10 can deposit upto Rs.2,00,000/- in their names independently.
25
SBT KOZHENCHERRY
Ideal for maximum returns, long term investment with safety and liquidity. Premature withdrawal permitted with applicable penalty. TDS is applicable, 15H/15G to be submitted for exemption.
Unit Deposit Scheme

Amount deposited is held in units of Rs.1000/- each. Accounts can be opened with Rs.10,000/- and thereafter in multiples of Rs.1000/-. The salient feature of the scheme is that it allows the depositor to withdraw the deposit partially in multiplies of Rs.1000/- without breaking his entire deposit. It can be opened as either Term Deposit or Special Term deposit accounts and interest payments are as applicable to those schemes. Loans, Premature withdrawal and Nomination facilities are available. Recurring Deposit Accounts Recurring deposit for periods ranging from 12 to 120 months with fixed monthly remittances. No Income tax deducted at source. Premature withdrawal is permitted. Minors above 10 years can open accounts in their name independently subject to the maturity value not exceeding Rs.2,00,000/-. Ideal for persons who can set apart a portion of their monthly earnings especially regular monthly income earners; Traders, pensioners etc. An easy way to save money. Loans, Premature withdrawal and Nomination facilities are available. Penalty is applicable for delayed remittance.
26 SBT KOZHENCHERRY
Variable Deposit Scheme (Super Surplus)

Recurring deposit scheme for a period of 12 months to 120 months, offers flexibility in the amount of monthly remittance. Depositor can fix their core monthly instalment from Rs.100 to Rs.10000/p.m. Depositor can vary the monthly instalments and can deposit upto 10 times the agreed core amount subject to maximum of Rs.100000/ per month. One remittance per month. No insistence on regular monthly payment. Interest credited to the account half yearly. Minors over 10 years can open in their name singly provided the maturity value does not exceed Rs.2,00,000/-. No penalty for delayed remittance but if the number of remittance is less than 10 per year Rs.10/- will be levied as penalty. Ideal for persons whose monthly savings vary from month to month and for those seeking flexibility in remittances. Loans, Premature withdrawal and Nomination facilities are available.
Personal Loan Products

SBT we have a number of lending products to meet customers varied needs of funds.
Cash Key facility

The most convenient method of obtaining advance against deposits.
27 SBT KOZHENCHERRY
Unlimited withdrawals permitted in a Current account upto 90% of the deposit amount and interest accrued. Cheque book facility is available. Interest charged on these loans will be 1% above the interest rate allowed on the deposit irrespective of the amount, rate of interest and period.
28
SBT KOZHENCHERRY
Gold Loans Conventional

Loans against Gold ornaments. Rs.1250 per gram of gold for all types of jewellery (including hall marked jewellery). Amount of Loan - Maximum 10 lacs Period of loan - 6/12 months and can be further renewed Simple easy documentation.
Liquid gold - SBT Gold overdraft

Overdraft facility against pledge of Gold ornaments, operated as a running account with facility of cheque book. Rs.1250 per gram of gold for all types of jewellery (including Hall marked jewellery) Amount of Loan - Maximum 10 lacs Loans are granted for 6/12 months and can be further renewed.
Housing Loan
The purpose of housing loan is for construction, purchase / repair / renovation / alteration of a house or for purchase of a plot for the construction of a house.
29
SBT KOZHENCHERRY
Persons Eligible
i. ii. iii. All Resident / Non-Resident Indians with a regular monthly income Spouses of Non-Residents, who are residents and receiving regular monthly income. Salaried persons, self employed businessmen, professionals and agriculturists, who have
regular monthly income and who have a minimum of three years of standing / experience in their line of activity. iv. The age should be such that the borrower is able to close the account before he attains the
age of 70.
Amount of Loan
i. 60 times of Net monthly income (NMI)/ Average monthly income (AMI) for individuals
upto 45 years of age. ii. 48 times of Net monthly income (NMI)/ Average monthly income (AMI) for individuals
over 45 years of age However the repayment obligation is restricted to Maximum 60% of the NMI/AMI. Maximum amount of the loan is Rs.300 lacs.
Gyan Jyothi Education Loan

The scheme provides financial assistance to deserving meritorious students to pursue higher education in India and abroad
Purpose
To meet the tuition and other fees \Examination \Library \Laboratory fee, cost of books\purchase of Computers \equipments \instruments \uniforms and the cost of passage for
30 SBT KOZHENCHERRY
studies abroad. Caution Deposit, Building Fund, Refundable deposit subject to 10% of the Tuition Fee. Any other expenses required to complete the course like study, tours, project work, thesis etc. also be financed.
Sahaya Varsha
A clean demand loan to meet your short term funds/ financial needs for various purchases/emergent requirements such as marriage, family functions, travel, education, expensive medical treatment, operation etc.
Suvidha Loan
Loan against mortgage of immovable property. For personal needs such as marriage related expenses, foreign travel, medical expenses etc.
Prasanthi
All Central Civil, Defense, Railway, Telecom, KSRTC (Kerala State Road Transport Corporation), KSEB, KWA, Kerala Agricultural University, State and Bank Pensioners whose pension accounts are maintained at our branches. Pension accounts include those accounts to which Bank acts as the Pension Disbursing Officer and those accounts to which pension amounts are received from DPDO.
Computer Loan
For purchase of home computers/PCs and other accessories like Printer/UPS etc.
31
SBT KOZHENCHERRY
Car Loan
It is provided for both NRI and residential. Salaried and other regular income earners with a minimum of 2 years standing/ experience in their line of activity can apply. Loan to spouse of NRIs is based on the monthly income of the NRI.
Two Wheeler Loan

Salaried employees/pensioners, who are maintaining salary/pension accounts with us where recovery of installment at source is possible. NRI SERVICES Rupee Drawing Arrangements with 22 Exchange Companies and one bank. Money Trans - provides faster and speedy remittance facility from 6 exchange
companies SMS Alert facility for customers in Gulf Countries Centralised NRE Savings Bank Account Opening at NRI Branch Ernakulam NRI Helpdesk for resolving problems faced and attending complaints of NRIs
32
SBT KOZHENCHERRY
CHAPTER IV
33
SBT KOZHENCHERRY
CHAPTER III DATA ANALYSIS AND INTERPRETATIONS Table No. 1 Age group Age Group 18-25 25-40 40 and above Total Source : Primary data Interpretation According to this table 60% of customers who are having SBT Bank account were belonging to the age group between 25-40. 24% belongs to the age group of 40 and above, 16% of customers belong to the age group of 18-25. It shows that the most of SBT Bank account users are from the age group of 25-40. No 8 30 12 50 Percentage 16% 60% 24% 100%
34
SBT KOZHENCHERRY
Figure No.1 Age group
60 50 40 30 20 10 0
60
Percentage
24 16
18-25
24-40
40 and above
Age
Source : Primary data
35
SBT KOZHENCHERRY
Table No. 2 Gender of customers Sex Male Female Total Source: Primary data Interpretation The table reveals that about 64% of the customers were males and only 36% of the customers were females. No 32 18 50 Percentage 64% 36% 100%
36
SBT KOZHENCHERRY
Fig No. 2 Gender of customers
Female, 36%
Male, 64%
37
SBT KOZHENCHERRY
Table No. 3 Occupation of the customers Occupation Students Employees Business Others Total Source: Primary data Interpretation It explains that 62% of customers are employees. 20% of customers are doing business. 12% of customers are belonging to other category and only 6% of the customers belong to the category of students. No 3 31 10 6 50 Percentage 6% 62% 20% 12% 100%
38
SBT KOZHENCHERRY
Figure No. 3 Occupation of the customers
Students 6% Others 12% Business 20%
Employees 62%
39
SBT KOZHENCHERRY
Table No.4 Income group of customers Income Group Below 10,000 10,000-15,000 15,000-20,000 Above 20,000 Total Source : Primary data Interpretation The table shows that 52% of the respondents are of the monthly income group of 10,00015,000. 22% of the customers are in the income group of below 10,000. The table also shows that 18% of the customers from the income group of 15,000-20,000 and only 8% of respondents belongs to the income group of above 20,000. No 11 26 9 4 50 Percentage 22% 52% 18% 8% 100%
40
SBT KOZHENCHERRY
Figure No. 4 Income group of customers

60 50
52
Percentage
40 30 20 10 0 Below 5000 5000-10000 10000-15000 Above 15000
22 18 8
Income group
41
SBT KOZHENCHERRY
Table No 5 Type of account
Source: data
Years
No
Percentage
primary
Saving bank Current account Fixed account recurring Total Interpretation
24 1 23 2 50
48% 2% 46% 4% 100%
The table shows that 48% of people using savings bankA/c, 2% people using current account,46% of people using fixed account and 4% of people using reccuring deposit
42
SBT KOZHENCHERRY
Figure No. 5 Type of account Bank A/c
40 30 20 10 0 Series1
Bank A/c
Bank A/c
43
SBT KOZHENCHERRY
Table No 6 Term of 0peration of SBT account Percentage
Years
No
Less than 1 year 1-3 years 3-5 years Above 5 years Total
10 12 21 7 50
20% 24% 42% 14% 100%
Source: primary data interpretation From the above table, 20% of the respondent is operating SBT account for less than 1 year, 24% have been operating for about one to three years; 42% have operates the account for 3 to 5 years; and 14% have been operating for more than 5 years.
44
SBT KOZHENCHERRY
Fig No 6 Term of 0peration of SBT account
Less than 1 year 1-3 years 3-5 years Above 5 years
45
SBT KOZHENCHERRY
Table No 7 Withdrawal service preferred by the customers Opinion ATM Bank Online Banking Mobile Banking Total No 36 12 2 0 50 Percentage 72% 24% 4% 0% 100%
Source: primary data Interpretation Out of the 50 customers interviewed 72% of the customers preferred to use ATM for cash withdrawal, 24% preferred direct bank service, 4% preferred online banking service for various transactions.
46
SBT KOZHENCHERRY
Table No 7 Withdrawal service preferred by the customers
72%
24%
4% 0% ATM Bank Online Banking Mobile Banking
47
SBT KOZHENCHERRY
Table No 8 Customer satisfaction with Withdraw cash from SBT ATM
Opinion
No
Percentage
Always
38
76%
Not Always
12
24%
Total
50
100%
Source: primary data Interpretation 76% of the customers who used ATM service for cash withdrawal was able to withdraw cash from ATMs without any problem, but 24% responded that they could not able to withdraw cash from Atm
Figure No 8
48 SBT KOZHENCHERRY
Customer satisfaction with Withdraw cash from SBT ATM
Chart Title
80 70 60 50 40 30 20 10 0 Series1 always 76 not always 24
49
SBT KOZHENCHERRY
Table No 9 Customers Opinion about Queues in Front of ATMs
Opinion
No
Percentage
Yes
33
66%
No
17
34%
Total
50
100%
Source: primary data Interpretation A majority 66% of the customers had the opinion that they had to wait in queue in front of ATM for cash withdrawal, and 34% have said that they need not wait in queue in front of ATM for cash withdrawal.
50
SBT KOZHENCHERRY
Figure No 9 Customers Opinion about Queues in Front of ATMs
70% 60% 50% 40% 66% 30% 20% 10% 0% Yes No
34%
51
SBT KOZHENCHERRY
Table No 10 Table No 10.1 Customers opinion about Customer relation By bank Opinion Excellent Good Satisfactory Bad Total No 42 6 2 0 50 Percentage 84% 12% 4% 0% 100%
Source: primary data Interpretation With the banks customer relation 84% of the customers says the banks is excellent, 12% say good, 4% say satisfactory, and none said it was bad.
52
SBT KOZHENCHERRY
Figure No 10.1 Customers opinion about Customer relation By bank
84%
12% 4% 0% Excellent Good Satisfactory Bad
53
SBT KOZHENCHERRY
Table No 10.2 Customers opinion about deposit schemes of the bank

Opinion No Percentage
Excellent Good Satisfactory Bad Total
34 11 5 0 50
68% 22% 10% 0% 100%
Source: primary data

Interpretation 68% of the respondents said, the bank had excellent deposit schemes; 22% said good; 10% had a satisfactory response; and none had a bad response.
54
SBT KOZHENCHERRY
Fig no 10.2 Customers opinion about deposit schemes of the bank

68% 70%
60%
50%
40% 22% 30% 10% 20% 0%
10%
0% Excellent Good Satisfactory Bad
55
SBT KOZHENCHERRY
Table No 10.3 Customers opinion about bank premises Opinion Excellent Good Satisfactory Bad Total No 32 12 4 2 50 Percentage 64% 24% 8% 4% 100%
Source: primary data Interpretation About the bank premises, 64% of the respondents gave an excellent response; 24% said it had a good premises, a satisfactory response was given by 8% of the respondents and notable 4% responded as bad premises
56
SBT KOZHENCHERRY
Fig No 10.3 Customers opinion about bank premises

70% 64% 60%
50%
40%
30% 24% 20%
10%
8% 4%
57
SBT KOZHENCHERRY
Table No 10.4 Customers opinion about Financial advice By bank Opinion Excellent Good Satisfactory Bad Total No 28 8 8 6 50 Percentage 56% 16% 16% 12% 100%
Source: primary data Interpretation The bank gives excellent financial advice since, 56% of the respondents responded so. And 16% say it is good and satisfactory respectively; 12% say it is bad.
58
SBT KOZHENCHERRY
Fig No 10.5 Customers opinion about Financial advice By bank
60%
56%
50%
40%
30% 16% 16% 12% 10%
20%
59
SBT KOZHENCHERRY
Table No 11 Priority
Yes
0%
No
50
100%
Total
50
100%
Source: primary data Interpretation From the table we can understand that in SBT nobody gets more priority
60
SBT KOZHENCHERRY
Fig No 11 Priority
90 80 70 60 50 40 30 20 10 0 yes Series1 no
61
SBT KOZHENCHERRY
Table No 12 Customers Opinion About the attitude of the employees
Opinion
No
Percentage
Friendly
24
48%
Supportive
13
26%
Aggressive
13
26%
Total
50
100%
Source: primary data Interpretation 48% of the respondents said that attitude of the employees was friendly, 26% said they were supportive and aggressive respectively
62
SBT KOZHENCHERRY
Figure No 12 Customers Opinion About the attitude of the employees
Aggressive 26% Friendly 48%
Supportive 26%
63
SBT KOZHENCHERRY
Table No 13 Clearance of out station Cheque
Opinion
No
Percentage
Yes
29
58%
No
21
42%
Total
50
100%
Source: primary data Interpretation 42% of customers respond that they are not satisfied with the clearance of out station cheque but 58% of customers said that they are satisfied with the clearance of outstation cheque
64
SBT KOZHENCHERRY
Figure No 13 Clearance of outstation Cheque

yes no
22%
78%
65
SBT KOZHENCHERRY
Table No 14 Which sector bank you prefer
Opinion
No
Percentage
New generation bank
30
60%
Central govt
20
40%
Total
50
100%
Source: primary data Interpretation 60% of people prefer new generation bank, 40% peoples prefer central govt banks
66
SBT KOZHENCHERRY
Fig No 14 Which sector bank you prefer
new generation bank central government
67
SBT KOZHENCHERRY
Table No 15 Have you been to a new generation bank

yes
40
80%
no
10
20%
Total
50
100%
Interpretation 80% of people said that they went to new generation bank,20% of people said that they didnt went to new generation bank
Fig No 15
68 SBT KOZHENCHERRY
Have you been to a new generation bank
no 22%
yes 78%
69
SBT KOZHENCHERRY
Table No 16 Do you have an Account in New Generation Bank?

yes
40
80%
no
10
20%
Total
50
100%
Source: primary data Interpretation 80% of people said that they have an Account in new generation bank,20% of people said that they didnt have an Account in new generation bank
70
SBT KOZHENCHERRY
Fig no 16 Do you have an Account in New Generation Bank?
90 80 70 60 50 40 30 20 10 0 yes no no, 22 yes, 78
71
SBT KOZHENCHERRY
Table no 17 Rating the service of new generation bank
Opinion
No
Percentage
Excellent good
15 12
30% 24%
Satisfactory
20
40%
Bad
6%
Total
50
100%
Source: primary data Interpretation 30% of customers said that the new generation bank gives excellent service, 24% of customers said that the new generation bank gives good service, 40% of customer said that the new generation bank gives satisfactory service, 3% of customer said that the new generation bank bank gives bad service
Fig no 17
72 SBT KOZHENCHERRY
Rating the service of new generation bank

45 40 35 30 25 20 15 10 5 0 excelent good satisfactory bad 6 30 24 Series1 40
Table No 18
73 SBT KOZHENCHERRY
Will You Recommend

YES
45
90%
NO
10%
Total
50
100%
Source: primary data Interpretation 90% of people recommend their friend and relatives to make anew account.10% people will not recommend their friends and relatives
74
SBT KOZHENCHERRY
Fig No 18
Will You Recommend
90 80 70 60 50 40 30 20 10 0 YES NO
75
SBT KOZHENCHERRY
Table No 19 Satisfied
YES
39
78%
NO
11
22%
Total Source: primary data Interpretation
50
100%
39% of customer satisfied with the bank services but 22% of people not satisfied with the bank services
76
SBT KOZHENCHERRY
Fig No 19 Satisfied
yes no
77
SBT KOZHENCHERRY
CHAPTER V
78
SBT KOZHENCHERRY
chapter v
FINDINGS AND SUGGESTIONS

FINDINGS
According to this table 60% of customers who are having SBT Bank account were belonging to the age group Between 25-40. 24% belongs to the age group of 40 and above, 16% of customers belong to the age group of 18-25. It shows that the most of SBT Bank account users are from the age group of 25-40. The table reveals that about 64% of the customers were males and only 36% of the customers were females. It explains that 62% of customers are employees. 20% of customers are doing business. 12% of customers are belonging to other category and only 6% of the customers belong to the category of students. The table shows that 52% of the respondents are of the monthly income group of 10,00015,000. 22% of the customers are in the income group of below 10,000. The table also shows that 18% of the customers from the income group of 15,000-20,000 and only 8% of respondents belongs to the income group of above 20,000. The table shows that 48% of people using savings bankA/c, 2% people using current account,46% of people using fixed account and 4% of people using reccuring deposit From the above table, 20% of the respondent is operating SBT account for less than 1 year, 24% have been operating for about one to three years; 42% have operates the account for 3 to 5 years; and 14% have been operating for more than 5 years. Out of the 50 customers interviewed 72% of the customers preferred to use ATM for cash withdrawal, 24% preferred direct bank service, 4% preferred online banking service for various transactions.
79 SBT KOZHENCHERRY
76% of the customers who used ATM service for cash withdrawal was able to withdraw cash from ATMs without any problem, but 24% responded that they could not able to withdraw cash from Atm A majority 66% of the customers had the opinion that they had to wait in queue in front of ATM for cash withdrawal, and 34% have said that they need not wait in queue in front of ATM for cash withdrawal About the bank premises, 64% of the respondents gave an excellent response; 24% said it had a good premises, a satisfactory response was given by 8% of the respondents and notable 4% responded as bad premises From the table we can understand that in SBT nobody gets more priority 48% of the respondents said that attitude of the employees was friendly, 26% said they were supportive and aggressive respectively 42% of customers respond that they are not satisfied with the clearance of out station Cheque but 58% of customers said that they are satisfied with the clearance of outstation Cheque 60% of people prefer new generation bank, 40% peoples prefer central govt banks 80% of people said that they went to new generation bank,20% of people said that they didnt went to new generation bank 80% of people said that they have an Account in new generation bank,20% of people said that they didnt have an Account in new generation bank 30% of customers said that the new generation bank gives excellent service, 24% of customers said that the new generation bank gives good service, 40% of customer said that the new generation bank gives satisfactory service, 3% of customer said that the new generation bank bank gives bad service 90% of people recommend their friend and relatives to make anew account.10% people will not recommend their friends and relatives
80 SBT KOZHENCHERRY
39% of customer satisfied with the bank services but 22% of people not satisfied with the bank services
81
SBT KOZHENCHERRY
SUGGESTIONS
On the basis of the findings of the study, the following suggestions can be put forward for increasing customer satisfaction and their by increasing the number of customers. 1. The Bank can conduct training and awareness programme for using ATM facilities. 2. A seminar can be conducted for customers for informing them about online banking services and mobile banking services. So it will be helpful for customers for easy money transfer and easy transactions. 3. General people should be educated on money saving habits. 4. Conduct seminars on various deposit schemes offered by the bank. 5. The Bank should add more counters and drop in boxes. 6. Various deposite and pay in slips should be maintained without shortage. 7. The Bank can increase the number of ATM counters. 8. The ATM counters should be well maintained so people can withdraw cash at any time. 9. Conducting economic survey is an aid to promote business. 10. More advertisement can be given for promotional activities. 11. Attitude towards the customers is an important part in the business. So management should take initiative to it. 12. Continuous contact (through phones, mail or person) are preferred by the customers. So it will strengthen the relationship between customer and the management.
82
SBT KOZHENCHERRY
Questionnaire A Study on the Customers Satisfaction of SBT with Special Reference to SBT Kozhencherry Branch Name:....................................................... Address:.. Age: a) 18-25 Sex: M/F 1. Occupation Students Professionals Business Others 2. What type of account do you have? Saving Bank account Current Account Fixed Account Recurring Deposit 3. Income group of the customer Below 10,000 10,000-15,000 15,000-20,000
83 SBT KOZHENCHERRY
b) 25-35
c) 35-50
d) Above 50
Above- 20000 4. How long have you been operating SBT Bank account? Less than 1 year 1 to 3 years 3 to 5 years Above 5 years 5. Which service do you use often? ATM Bank Online Banking Mobile Banking 6. Are you able to withdraw cash from SBT ATM? Always Not Always 7. Do you need to wait in queue to withdraw cash from ATM Yes No 8. Do you find it easy to get loan from your bank? Yes No 9. How do you rate the following
Sl. No 1 2 3 4 Attribute Customer Relation Deposit Scheme Bank Premises Financial advice Excellent Good Satisfactory
Bad
84
SBT KOZHENCHERRY
10.Did you get any priority Yes No 11. How was the attitude of the bank employees towards you? Friendly Supportive Aggressive 12.Are you satisfied with the clearance of outstation Cheques? Yes No 13.Which sector bank do you prefer? New Generation Banks Central Govt. Banks 14.Have you been to a new generation banks? Yes No 15.Do you have an account with a new generation bank? Yes No 16.How do you rate the service of a new generation bank Excellent Good Satisfactory Bad 17.Will you recommend your friend or relative to open an account with SBT? Yes No
85 SBT KOZHENCHERRY
18. Are you satisfied with the banks service Yes No Your suggestions: .. .
THANK YOU FOR SPENDING YOUR VALUABLE TIME.
86
SBT KOZHENCHERRY
CONCLUSION
87
SBT KOZHENCHERRY
BIBLIOGRAPHY
Agarwal Sangeeta, "Marketing Management", Global business Press, 1998, First edition reprint. Gupta Santhosh, "Research Methodology and Statistical Techniques", Deep publications, New Delhi, 1999. Kotler Philip, "Marketing Management", Prentice Kail of India Private Ltd, New Delhi, 2002, Tenth Edition Levine. M. David, Krebbiel. C. Timothy, Berenson. L. Mark, "Business Statistics", Pearson Education, Second Edition. Malhotra. K. Naresh, "Marketing Research", Pearson Education Asia, 2001, Third Edition. Ramesh Kumar. S., "Marketing Nuggets", Vikas Publications House Private Ltd, 1998. Saxena Rajan, "Marketing Management", Tata Me Graw Hill Publication Company Ltd, New Delhi, 1997, 8. Tull. S. Donnald and Hawkins. I. Del, "Marketing Research, measurements and Methods", Prentice - Hail of India Private Ltd, New Delhi, 1998, 6th Edition. Websites :www.sbt.com
88
SBT KOZHENCHERRY

Customer Satisfaction of SBT

Caricato da

Informazioni sul documento

Descrizione originale:

Titolo originale

Copyright

Formati disponibili

Condividi questo documento

Condividi o incorpora il documento

Opzioni di condivisione

Hai trovato utile questo documento?

Questo contenuto è inappropriato?

Copyright:

Formati disponibili

Customer Satisfaction of SBT

Caricato da

Copyright:

Formati disponibili

A Study on the Customers Satisfaction of SBT with Special Reference to SBT Kozhencherry Branch

Kodaikanal Christian College (Autonomous)

Kodaikanal Christian College

HEAD OF THE DEPARTMENT

Kodaikanal Christian College

Customers Satisfaction of SBT with Special Reference to SBT Kozhencherry Branch,

THOMAS RAJAN PLACE: KODAIKANAL DATE:

DATA ANALYSIS AND INTERPRETATIONS

FINDINGS AND SUGGESTION

Methods to measure customer satisfaction.

Benefits of customer Retention.

Chapter III INDUSTRY PROFILE

Through the decades (Rupees in lacs)

PRIORITY SECTOR LENDING

Savings Bank Accounts

Term Deposit Accounts

SBT Reinvestment Plan(Special Term Deposits)

Unit Deposit Scheme

Variable Deposit Scheme (Super Surplus)

Personal Loan Products

Cash Key facility

Gold Loans Conventional

Liquid gold - SBT Gold overdraft

Gyan Jyothi Education Loan

Two Wheeler Loan

Figure No.1 Age group

Source : Primary data

Fig No. 2 Gender of customers

Source : Primary data

Figure No. 3 Occupation of the customers

Students 6% Others 12% Business 20%

Source : Primary data

Figure No. 4 Income group of customers

40 30 20 10 0 Below 5000 5000-10000 10000-15000 Above 15000

Table No 5 Type of account

Saving bank Current account Fixed account recurring Total Interpretation

48% 2% 46% 4% 100%

Figure No. 5 Type of account Bank A/c

Source : Primary data

Table No 6 Term of 0peration of SBT account Percentage

20% 24% 42% 14% 100%

Fig No 6 Term of 0peration of SBT account

Less than 1 year 1-3 years 3-5 years Above 5 years

Source : Primary data

Table No 7 Withdrawal service preferred by the customers

4% 0% ATM Bank Online Banking Mobile Banking

Source : Primary data

Table No 8 Customer satisfaction with Withdraw cash from SBT ATM

Customer satisfaction with Withdraw cash from SBT ATM

Source : Primary data

Table No 9 Customers Opinion about Queues in Front of ATMs

Figure No 9 Customers Opinion about Queues in Front of ATMs

70% 60% 50% 40% 66% 30% 20% 10% 0% Yes No

Figure No 10.1 Customers opinion about Customer relation By bank

12% 4% 0% Excellent Good Satisfactory Bad

Source : Primary data

Table No 10.2 Customers opinion about deposit schemes of the bank

Excellent Good Satisfactory Bad Total

68% 22% 10% 0% 100%

Source: primary data

Fig no 10.2 Customers opinion about deposit schemes of the bank

40% 22% 30% 10% 20% 0%