INTRODUCTION The report contains the organizational study done at Shamrao Vithal Co-operative Bank.

The report title is Customer Satisfaction Regarding Shamrao Vithal Cooperative Bank. The report gives an overview of the banking Sector and company profile. And awareness of customers about different types of products and services offered by Shamrao Vithal Co-operative Bank. This study was conducted to find out the customer satisfaction regarding bank. The methodology adopted for the study was through a structured questionnaire. For this purpose sample size of 40 was taken. The data collected from the different persons was analyzed thoroughly and presented in the form of charts and tables. Shamrao Vithal Co-operative Bank must advertise regularly and create brand value for its products and services. Safety and returns are the two main reasons people invest in banks. On the whole Shamrao Vithal Co-operative Bank is a good place to work at. Every new recruit is provided with extensive training on the products of Shamrao Vithal Co-operative Bank his training enables an advisor/sales manager to market the policies better. The company should try to create awareness about itself in India. . With an improvement in the sales techniques used, a fair bit of advertising and modifications to the existing product portfolio, Shamrao Vithal Co1

operative Bank would be all set to capture the banking market in India as it has around the globe.

INTRODUCTION OF CUSTOMER SATISFACTION Customer satisfaction refers to how satisfied customers are with the products or services they receive from a particular agency. The level of satisfaction is determined not only by the quality and type of customer experience but also by the customers expectations. A customer may be defined as someone who has a direct relationship with, or is directly affected by your agency and Receives or relies on one or more of your agencys services or products. Customers in human services are commonly referred to as service users, consumers or clients. They can be individuals or groups. An organization with a strong customer service culture places the customer at the center of service design, planning and service delivery. Customer centric organizations will: Determine the customers expectations when they plan listen to the customer as they design. Focus on the delivery of customer service activities value customer feedback when they measure performance
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There are a number of reasons why customer satisfaction is important in Banking Sector: Meeting the needs of the customer is the underlying rationale for the existence of community service organizations. Customers have a right to quality services that deliver outcomes. Organizations that strive beyond minimum standards and exceed theexpectat ions of their customers are likely to be leaders in their sector. Customers are recognized as key partners in shaping service development and assessing quality of service delivery. The process for measuring customer satisfaction and obtaining feedback on organizational performance are valuable tools for quality and continuous service improvement.

OBJECTIVES OF THE STUDY To know the customer satisfaction level and their perception regarding Shamrao Vithal Co-operative Bank. To know the customer awareness regarding the Banks products. To know the level of interest of customer regarding the different schemes of bank.
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 To know the preference of customer regarding the extra services. To know the problems of customer regarding bank.

RESEARCH METHODOLOGY Research is a careful investigation or inquiry especially through search for new facts in branch of knowledge: market research specifies the information. Required to address these issues: designs the method for collecting information: manage and implements the data collection process analyses the results and communicates the finding and their implications. Research problem is the one which requires a researcher to find out the best solution for the given problem that is to find out the course of action, the action the objectives can be obtained optimally in the context of a given environment.

RESEARCH DESIGN A framework or blueprint for conducting the research project. It specifies the details of the procedures necessary for obtaining the information needed to structure and/or solve research problems. A good research design lays the foundation for conducting the project. A good research design will ensure that the
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research project is conducted effectively and efficiently. Typically, a research design involves the following components, or tasks: Define the information needed. Design the research. Specify the measurement and scaling procedures. Construct and present a questionnaire or an appropriate form for data collection. Specify the sampling process and sampling size. Develop a plan of data analysis.

DATA COLLECTION: The objectives of the project are such that both primary and secondary data is required to achieve them. So both primary and secondary data was used for the project. The mode of collecting primary data is questionnaire mode and sources of secondary data are various magazines, books, newspapers, & websites etc. Primary Data: The primary data was collected to measure the customer satisfaction and their perception regarding HDFC Bank. The primary data
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was collected by means of questionnaire and analysis was done on the basis of response received from the customers. The questionnaire has been designed in such a manner that the consumers satisfaction level can be measured and consumer can enter his responses easily. Secondary Data: The purpose of collecting secondary data was to achieve the objective of studying the recent trends and developments taking place in banking.

Sample size 40 customers were selected.

Sampling Technique Convenient sampling

CHAPTER 1 INTRODUCTION OF SHAMRAO VITHAL CO-OPERATIVE BANK

HISTORY The Shamrao Vithal Co-operative Bank Limited was founded when cooperation was just beginning to gain ground in the country. It was set up with the primary objective of assisting the less fortunate members of the community in its
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economic enterprises, to encourage savings and to create funds for providing financial aid to deserving members. Rao Bahadur Shripad Subbarao Talmaki, the Maharshi of Co-operation, was the main architect of the Bank. The Bank was originally registered as a Co-operative Credit Society on 27th December 1906. Thus inspired by lofty ideals for the betterment of the economic, moral and material well-being of the Community, the Bank was brought into existence with modest beginnings.

MILESTONES

Fixed Deposits, Savings Bank Deposits and Cumulative Deposits Scheme introduced in 1907. First Co-operative Stores in 1910. Facilities for remittance by Draft made available to Members in 1911. Education Fund in 1911. Cash Credit Loan Scheme in 1913. First Co-operative Housing Society in Bombay in 1915. Fidelity Guarantee Fund in 1927.

 Distress Relief Fund in 1931. Staff Gratuity Fund in 1954. Facilities thrown open to all communities in 1956. Introduction of Safe Deposit Vaults in 1964. Industrial Financing in 1966. Introduction of Cash Certificates in 1975 "Scheduled Bank Status" conferred on the Bank in 1988 Deposits cross 1000 crores in 2000 Setting up of Corporate Office - SVC Tower at Vakola in 2002 Implementation of Genius I Core Banking Solution in 2003 across all the branches SVC Bank is offered AD-I License in SVC Bank is permitted to sell Core Banking software services to smaller cooperative Banks 1st Software sale successful in 2006 SVC Bank crosses Software sales services to 25 Banks in 2010 SVC Bank opens 100th Branch at Bibwewadi

 VISION OF BANK
OVIIVISION OF BANVISIOUR VISION

SVC BANK founded in 1906, this unique financial institution rests on the pillars of thrift, fellowship, character, accommodation and the selfless service of all individuals and organisations who wish to help themselves progress. We see ourselves as a family of honest, loyal and committed professionals, harmoniously employing technology, innovation and the human touch to achieve customer satisfaction and goodwill-the corner- stones of our success and the focus of all our efforts. The prosperity of our customers is the engine of our success and they will find in us a fast, timely, flexible, co-operative and competitive partner in their progress. We shall reach out to our customers anywhere and at any time to make their dealings with us a pleasure. We shall warmly welcome them into our aesthetic surroundings or take our services to their doorsteps. We are committed to approachability, simplicity and transparency in our dealings with all our stake holders and shall be a temple of their trust. We shall use our employee involvement and sense of togetherness to generate high levels of teamwork, efficiency, excellence and profits. We shall mobilize aggressively, invest wisely, disburse prudently, recover assiduously, reduce costs
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and create a learning organisation that offers products and services in tune with and ahead of the times.

BUSINESS FOCUS SHAMRAO VITHAL CO-OPERATIVE BAN's 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 bank's risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. SHAMRAO VITHAL CO-OPERATIVE BANK's business philosophy is based on four core values - Operational Excellence, Customer Focus, Product Leadership and People.

PRIVACY POLICY OF SVC BANK

PRIVACY POLICY

The purpose of this Privacy Policy is to put on record Shamrao Vithal Bank's commitment in ensuring privacy and confidentiality of customer

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information. This policy is applicable to Shamrao Vithal Bank ("the Bank") website, Internet Banking Service offered by Shamrao Vithal Bank and/or all online services offered by the Shamrao Vithal Bank and/or its subsidiaries. The Bank may collect information from that may include but not limited to your name, address, date of birth, Identification Card Number, telephone numbers, personal demographic data and financial

information. Some of this information collection may be mandatory while some may be on a voluntarily basis. In any case, customers are expected to provide accurate and true information.

This Policy protects private information of the visitors provided online to Shamrao Vithal Bank and any information collected by the banks servers from the visitors browsers. ("the Information")

This information will be used to carry out any obligation related to your business relationship with the Bank. Additionally, the bank may use this information for its operational and management requirements such as but not limited to statistics, product promotions, market survey, product development, creditworthiness evaluation and/or , debt collection, customer relationship management, fulfilling all statutory and regulatory
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obligations

and

all

other

legitimate

purposes.

This information will not be disclosed to any parties outside the bank unless you request or authorize it, the disclosure is required by law or the disclosure is needed for a third party authorized by the bank to provide services to you. The bank will take reasonable steps to ensure that the third party follows the minimum standards in protecting the privacy and confidentiality of customers' information.

The bank will use the Information to improve the experience of the web visitor on the site. The bank is committed to implementing high computer security standards with stringent procedures and policies in safeguarding customers' information.

The commitment to customers' privacy and confidentiality is clearly evident in the banks Security Policy.

The bank will try to keep all customers' information as updated as possible. It is therefore required that all customers provide accurate information to bank and also notify all changes, inaccuracies, incompleteness or errors found in their information lodged with the bank in a timely manner.

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 RECENT DEVELOPMENT

SVC bank offers federated cloud to smaller banks Federated cloud means shared resources (the hardware and software) available on a virtualized environment. Wherein the companies do not have to invest on the infrastructure and has to pay as per the usage. Shamrao Vithal Co-operative Bank (SVC Bank) is providing one such infrastructure to help smaller banks. SVC Bank has set up an infrastructure wherein the other smaller banks are able to use the banks same physical infrastructure but in shared mode. The different banks are set up and allocated different work areas, with appropriate security control so that the confidentially and integrity of each bank is maintained. SVC Bank currently has four bank using their hardware and software on cloud. The cloud offering has been made available for these banks since the past six months or so.

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 SVC BANK PRODUCT AND CUSTOMER SEGMENTS

PERSONAL BANKING Loan Product Auto loan Deposit Product Savings a/c Investment & Insurance Mutual fund Bonds Knowledge center Insurance General insurance 2-wheeler loan Home loan Commercial finance Retail banking business vehicles Equity & derivatives Mudra gold bar & health

Loan against securities Current a/c Loan against property Personal loan Credit card Fixed Deposits Demat a/c Safe deposit lockers

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 Tractor loan Working finance Construction Equipment finance Health care finance Education loan Gold loan Cards Credit card Debit card Prepaid card Payment services Net safe Merchant Prepaid refill Access to bank Net banking One view Insta banking Bill pay Visa bill pay ATM Phone banking alert mobile capital

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 Insta pay Direct pay Visa money transfer E-monies electronic

Email statement Branch network

funds transfer

WHOLESALE BANKING Corporate Small enterprise Funded services Funded services & medium Financial &trust Banks Clearing membership Non funded services Non funded services RTGS-sub membership Value added services Internet banking Value added services Internet banking Fund transfer ATM tie-ups subinstitution

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 Specialized services

Corporates salary a/c Tax collection Financial institution Mutual fund Stock brokers Insurance companies Trust

Account for returning India

Middle East Africa others

Investment & insurances Mutual Funds Insurances

Loans Home loan Loan against securities

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 Private banking Portfolio investment Payment services Net safe Bill pay Install pay Direct pay Visa money Online donation

Loan against deposits Gold credit card Access to bank Net banking One view Insta alert ATM Phone banking Branch network

SWOT ANALYSIS Strength Right strategy for the right products. Superior customer service v/s competitors. Great Brand Image.
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 Products have required accreditations. High degree of customer satisfaction. Good place to work. Lower response time with efficient & effective service. Dedicated workforce aiming at making a long term career in the field.

Weaknesses Some gap in range for certain sectors. Customer service staff needs training. Processes & systems etc. Management cover insufficient. Sectorial growth is constrained by low unemployment levels & competition of staff.

Opportunities Profit margin will be good. Could extend to overseas broadly. New specialist applications. Could seek better customer deals.
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 Fast-track career development opportunities on a industry-wide basis. An applied research center to create opportunities for developing techniques to provide value-added service.

Threats Legislation could impact. Great risk involved. Very high competition prevailing in the industry. Vulnerable to reactive attack by major competitors. Lack of infrastructure in rural areas could constrain investment. High volume/low cost market is intensely competitive.

ACHIEVEMENTS The Shamrao Vithal Co-operative Bank's (SVC Bank) team continues to be recognized as an excellent and professionally managed unit, earning a series of accolades and awards from leading publications and organizations.

Awards Won In The Year 2013 Recipient of BEST IT ENABLED COOPERATIVE BANK AWARD
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from The Institute for Development and Research in Banking Technology (IDRBT) - Excellence In Banking Technology Awards at the hands of the RBI Governor Dr. D. Subbarao. Recipient of CIO100 Award 2013 and Green Crusader Award 2013 in recognition of SVCs Green IT initiatives in India .The award was presented to Mr. Ravikiran Mankikar(CGM-IT) by Mr. Louis DMello President and CEO of IDG Media .

Awards Won In The Year 2012 Recipient of Runner up award of Vision 2020 Award byNAFCUB at the Vision 2020 Banking Conclave organized by National Federation of Urban Cooperative Banks & Credit Societies Ltd. (NAFCUB) at Bangalore. In the categories given below:
o o o o

Banking Business CRAR Net Profit after tax - as a %age of total assets Non-interest income - as a %age of working fund

Recipient of Winner Award at the IBA Banking Technology Awards 2011 at the august hands of Mr. N.R.Narayana Murthy, Chairman
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Emeritus of Infosys Ltd for the Best Technology Bank Category in Cooperative Bank Sector. Recipient of Brihan Mumbai Nagari Sahakari Banks Association Award for its performance in the Banking sector for the year 2010-11 SVC Bank bags Best CBS Project Award 2012 from Banking Frontiers at the BFCA Award Ceremony held at Lavasa on 12th October 2012

Awards Won In The Year 2011 Receipient of the IBA Banking Technology Awards 2010at the august hands of H.E. A.P.J. Abdul Kalam the former President of India.

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CHAPTER NO.3 DATA ANALYSIS AND DATA INTERPRETATION

Analysis and Interpretation After the data collection, it was compiled, classified and tabulated manually and with help of computer. Then the task of drawing inferences was accomplished with the help of percentage and graphic method.

For how long you are part of SVC Bank? Response Less than 6 Months Less than 1 Year Less than 2 Years More than 2 Years Total No. of Respondents 10 7 14 9 40 %age of Respondents 10% 7% 14% 9% 40%

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9%

10% LESS THAN 6 MONTHS LESS THAN 1 YEAR LESS THAN 2 YEARS 7% MORE THAN 2 YEARS

14%

Interpretation From the above graph it is clear that majority of the respondents are part of SVC Bank from last one year i.e. 9%; 7% of the respondents are part of SVCBank from last more than 2 years; 10% respondents from 6 months and remaining 14% respondents are part of SVC Bank for last two year.

What are reasons that attract you to be a customer of the bank? Response Image Extra Services Services All of above No. of Respondents 10 10 15 5 %age of Respondents 10% 10% 15% 5%

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5%

10% IMAGE

15% 10%

EXTREA SERVICES SERVICES ALL OF ABOVE

Interpretation From the above graph it is clear that majority of the respondents i.e. 15% are become part of SVC Bank because of its services; 10% because of its image; 10% because of its extra services and rest because of all the three factors.

Are you aware of the different services offered by SVC Bank? Response
Yes No Total

No. of Respondents 31 9 40

%age of Respondents 31% 9% 40%

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9%

YES NO

31%

Interpretation: From the above graph it is clear that majority of the respondents are aware of products and services offered by SVC Bank i.e. 31% and 9% respondents are not aware of services offered by SVC Bank.

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 Do you know about these following services of the bank? Response Saving a/c Fixed deposits Current a/c Demat a/c Credit cards Mutual funds Loans No. of Respondents 40 40 23 5 15 6 35 %age of Respondents 40% 40% 23% 5% 15% 6% 35

Saving a/c 6% 35% 40% 23% 15% 5% 40% Fixed deposits Current a/c Demat a/c Credit cards Mutual funds

Interpretation: From the above graph it is clear that majority of the respondents are aware of saving a/c & FDs i.e. 40%.23% are aware about current a/c, 5% demat a/c, 15% credit card, 6% mutual fund and 35% are aware of loans.
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 Which of these services are you using?

Response Saving a/c Fixed deposits Current a/c Demat a/c Credit cards Mutual funds Loans

No. of Respondents 45 38 20 3 1 10 27

%age of Respondents 45% 38% 20% 3% 1% 10% 27%

45% 40% 35% SAVING A/C 30% 25% 20% 15% 10% 5% 0% Saving a/c Fixed Current deposits a/c Demat a/c Credit cards Mutual funds Loans FIXED DEPOSITES CURRENT A/C DEMAT A/C CREDIT CARDS MUTUAL FUNDS LOANS

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 Interpretation: From the above graph it is clear that majority of the respondents are using saving a/c i.e. 45%.38% are using FDs, 20% current a/c, 3% demat a/c, 1% credit card, 10% mutual fund and 27% are aware of loans.

Which of these services are you further interested in? Response Saving a/c Fixed deposits Current a/c Demat a/c Credit cards Mutual funds Loans No. of Respondents 10 14 5 0 0 13 9 %age of Respondents 10% 14% 5% 0% 0% 13% 9%

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14% 12% 10% 8% 6% 4% 2% 0% SAVING A/C FIXED DEPOSITES CURRENT A/C DEMAT A/C CREDIT CARDS MUTUAL FUNDS LOANS

Interpretation: From the above graph it is clear that majority of the respondents are interesting in FDs i.e. 14%,10% are interesting in saving a/c, 5% current a/c, 23% mutual fund, 13% in loans and nobody is interesting in credit cards and demat a/cs.

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 Which service of the bank would you rate the best? Response Saving a/c Fixed deposits Current a/c Demat a/c Credit cards Mutual funds Loans No. of Respondents 10 20 5 0 0 3 2 %age of Respondents 10% 20% 5% 0% 0% 3% 2%

0%

0%

2% 3% 10%

Saving a/c

5%

Fixed deposits
Current a/c Demat a/c Credit cards Mutual funds Loans

20%

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 Interpretation: From the above graph it is clear that 10% of the respondent rate saving a/c, the best product. 20% said FDs are best. 5% said current a/c.3% said about mutual funds.2% said about loans and no one rate demat a/c & credit card.

Do you know about the Extra services being provided by the bank? Response
Yes No Total

No. of Respondents 29 11 40

%age of Respondents 29% 11% 40%

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YES 29 NO

Interpretation: From the above graph it is clear that 29% of the respondents are known about the innovative services and the rest are unknown about it.

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 Which of the following Extra service of the bank would you like to go in for? Response Phone banking ATM Net banking Bill payment Non of these All of these No. of Respondents 2 21 5 5 2 5 %age of Respondents 10% 20% 5% 0% 0% 3%

5% 2% 5%

2% Phone banking ATM Net banking Bill payment 21% Non of these All of these

5%

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 Interpretation From the above graph it is clear that 2% of the respondents would like to go for phone banking, 21% for ATMs, 5% for net banking, 5% for bills payment, 2% dont want any innovative services and 5% want all these services.

What is your perception about the service of the bank? Response Good Average Poor No. of Respondents 25 10 5 %age of Respondents 25% 10% 5%

0 5% 10% 25% Good Average Poor

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 Interpretation: From the above graph it is clear that 25% of the respondents found the service of SVC Bank good, 10% found it average and 5% found it poor.

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CHAPTER NO.2 LITERATURE REVIW

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CHAPTER NO.3 FINDINGS OF THE STUDY

Majority of the customers are satisfied with SVC Bank Majority of the customers are aware of services and extra services offered by SVC Bank. But not all the services. The majority of the customers found services of the bank are average. Majority of the respondents are found the bank is average in maintaining the good customer relationship. Majority of the respondent said that they are facing the problem of timeliness and rest are facing problem of customer relationship and infrastructure. The perception of the majority of the customer regarding the bank is good because majority of the customers are satisfied with the bank and they also recommend the products of the bank. The most preferable extra service is ATMs and the less preferable services are bills payment, net banking and phone banking. The majority of customers are more interested in FDs, mutual funds and saving a/cs.

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 The majority of the customers are satisfied with the dealing of the officials upto some extent. Main factor that attract customers towards bank is the services of the bank. Services that are most used by the customer are saving a/c, FDs, current a/c and loans.

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CHAPTER NO.4 SUGGESTIONS AND RECOMMENDATIONS

More stress should give on the advertisement and promotional activities. The Bank should make some efforts to improving good relationship with customer. The bank should enhance their services according to the needs of the customer. The bank makes its procedures less time consuming. The bank should make effort to aware the customers about their all the extra services.

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CHAPTER NO.5 CONCLUSION

At the end I would like to conclude that The Indian banking market is growing at an astonishing rate, with Assets expected to reach US$1 trillion by 2010. SVC bank had a network of 1,142 branches And 3,295 automated teller machines in 528 cities in India.. The majority of customers are satisfied. But the bank should target on the rest of the customers who are not satisfied. The customers are aware about the banks services but the Bank should try to create more awareness among people. HDFC Bank should lay more stress on advertisements, both in print as well as in other media for this purpose. Number of formalities should reduce, as customer feels irritated with lots of formalities and it will save the time of customer and Bank also.

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 BIBLIOGRAPHY www.bnknetindia/com/banking/finance http://en.wikipedia.org/wiki/bankingfinancialcompany www.svcbank.com www.svcbank/products/finance www.google.com

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