Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
CERTIFICATE
Signature of
Signature of
Head of Department
internal guide
Date:
Place: Nadiad
Preface
In todays competitive global era only theoretical knowledge cant work anymore. So I have
to acquire practical knowledge along with the theoretical aspects so that I can utilize it in
practical manner. I understand that project report for two months is for the development and
enhancement of the knowledge in particular field. Practical knowledge of administration and
management of business is very important. Hence, practical study is of great importance in
my career.
With a view to expand the knowledge in banking sector I have done 2nd semester project
report at The Surat Peoples Co-operative Bank Ltd-Surat. I have made deliberate efforts to
collect the required information and fulfill project objectives. This Project work helps me in
understanding various function performed of banks all department.
ACKNOWLEDGEMENT
A project report is incomplete without the guidance from appropriate person. I take this
opportunity to express my sincere gratitude towards all those, who have helped to bringing
out this project successfully.
It is my great honor and pride to be a part of The Surat People's Co-operative Bank Limited,
Surat at least for 2 months. I heartily thank to Mr. JATIN NAIK (Assistant General
Manager) with whose reference, I got the honor to take great experience with the bank.
I express my profound sense of gratitude and sincere thanks to Mr. PRAVINCHANDRA P.
JARIWALA (president) and Mr. ASHIT V. GANDHI (vice president), of The Surat
People's Co-operative Bank Ltd. Surat, who allowed me to have the opportunity to
accomplish a project report at bank. I would like to express my special thanks to
MR.HARDIK SHAH for this prompt support and guidance in accomplishing this project.
I would also like to express honor to Respected Mr. Anand Shah, Mr. Nikesh fulwala, Mr.
Hitesh Patsagia Miss. Hemisha Patel and other staff members at The Surat Peoples Cooperative Bank Ltd., Adajan Branch.
Lastly I extend my deep sense to God, my Parents, my family members and my friends for
motivating and encouraging me continuously throughout the period of my study. Finally, I
would like to thank to all those people who are directly or indirectly contributed to my project
work.
DECLARATION
I hereby declare that the summer project report titled Study of Customer Satisfaction and
Business Development for the Surat Peoples Co-Operative Bank Ltd under the
guidance of Mr. Hardik Shah, submitted in partial fulfillment of Master of Business
Administration (MBA) to Centre for management studies, DDU (Nadiad). Research
study carried out during 1st, May, 2016 to 30th, July, 2016 and it is not submitted to any other
institute/university for any purpose by any other person. The information collected from
Bank has not been shared with anyone and has been used for the academic purpose only. The
research work is done solely by me and the report is prepared to the best of my knowledge,
research work and observation during the training.
Bhumit R. Mehta
Executive Summary
Process of banking sector is one of the crucial topics. India is a developing country; there are
many nationalized, privatized and co-operative banks which play an important role in the
overall management.
Today the significance of project work has greater importance in business world. Practical
knowledge is as important as theory so that one thing is said, Practice makes a man perfect.
I have undergone my training in Surat Peoples Co-Operative Bank Ltd. I have made the
report depicting the organizations working mechanism and the overview of its
departments.In my training I have worked for eight weeks in bank to understand the various
functions and how the bank works.
Surat People's Co-operative Bank Ltd. plays vital role for the society by rendering effective
services to Middle and lower class people of urban area. The main objective of this training
report is getting knowledge of banking industry and also to measuring the customer
satisfaction and Development strategy of the bank.
I have also included the section introduction of SPCBL bank, various services given by bank.
This project cover details regarding to customer satisfaction towards the e-banking channel
like ATM, RTGS, NEFT, Net banking and mobile banking. By this research I know about the
customer satisfaction about the e-banking channels. And they use this channel or not
As a part and partial fulfilment of the MBA course, I undertook my summer training at Surat
Peoples Co-Operative Bank Ltd., Adajan, Surat. In the first part of the project report, the
general information of the banking industry and information of the company has been
collected. Information regarding the department is gathered through the primary and
secondary source too.
The second part of report contains the research work on the study of customer Satisfaction
and development for The Surat Peoples Co-operative Bank Ltd.. For research the
information is collected through a structured questionnaire. From the data analysis and
findings it can be concluded that most of the customers are satisfied with the bank in terms of
service, schemes, employee customer relationship, technology and other facilities. I have
taken all kind of information of Bank which is regarded to my training. I have tried to do my
best in this Training report.
CONTENT
6
Chapter-1
INTRODUCTION
OF BANKING
SYSTEM
Liberalization:In the early 1990s the then Narasimha Rao government embarked on a policy of liberalization
and gave licenses to a small number of private banks, which came to be known as New
Generation tech-savvy banks, which included banks such as UTI Bank (now re-named as
Axis Bank) (the first of such new generation banks to be set up), ICICI Bank and HDFC
Bank. This move, along with the rapid growth in the economy of India, kick started the
banking sector in India, which has seen rapid growth with strong contribution from all the
three sectors of banks, namely, government banks, private banks and foreign banks.
The next stage for the Indian banking has been setup with the proposed relaxation in the
norms for Foreign Direct Investment, where all Foreign Investors in banks may be given
voting rights which could exceed the present cap of 10%, at present it has gone up to 49%
with some restrictions. The new policy shook the Banking sector in India completely.
Bankers, till this time, were used to the 4-6-4 method (Borrow at 4%; Lend at 6%; Go home
at 4) of functioning. The new wave ushered in a modern outlook and tech-savvy methods of
working for traditional banks.
11
What is Bank?
The word bank derived from the Latin word bancus or banca meaning a bench. A bank
refers to the function of accepting deposits, lending, repaying the deposited money on
demand and functioning as an agent of any national economic structure, the development of
banking is an inventible pre-condition.
12
13
14
Economic factors in the country also effect the Banking Industry both favourably or
unfavourably
When the economy is in good shape in terms of high per capita income, good agriculture
harvest and normal inflation, banks have an edge as people are left with more money to
deposit them with banks
This helps in more capital formation as more deposits can be realized
Also In the times of economic boom, more and more FDI is brought into India through
banking channels, that actually improves business for banks and the economy in general
Economic prosperity encourages lending business for the banks but in times of recession
banks face tough times to recover their money, issue fresh credit and NIMs is lower too.
Social factors affecting banking industry
The Indian banking system has been progressing rapidly. There are still several untapped
rural markets, despite the large number of banks in India
Many farmers still take loans from moneylenders at a very high interest rate and smallscale industries continue to remain important for banks
However changes could be expected in the near future for the unorganized sector
The growing population of India is a great opportunity for Indian banks as a lot of people
in the country want to open a bank account and develop good savings habits
Changing lifestyle of the Indian urban population who wants easy ways of financing to
their desires
Technological factors affecting banking industry
Indian banking has been consistently working towards the development of technological
changes and its usage in its operations.
17
Indian economy has registered a high growth for last three years and is expected to
maintain robust growth rate as compare to other developed and developing countries
Banking Industry is directly related to the growth of the economy
The growth rate of different industries were: Agriculture : 18.5%Industry :
26.3%Services : 55.2%
It is great news that today the service sector is contributing more than half of the Indian
GDP. It takes India one step closer to the developed economies of the world. Earlier it
was agriculture which mainly contributed to the Indian GDP.
This increases the avenues of investment by the industrial sector. This would further
increase the borrowings by the industrys leading to the banking Industry
In regards with the service sector, as the income of the people will increase, lending and
savings will increase leading to increased business for the banks
Legal factors affecting banking industry
There are two major factors determining the legal aspects of the Banking Industry
1. Banking regulation act
18
19
CHAPTER-2
INTRODUCTION OF
CO-OPERATIVE
BANKS
20
21
Scheduled
Co-operative Banks
22
Non- Scheduled
Co-operative Banks
2.
3.
4.
24
DESCRIPTION
Liquidity is controlled by Reserve Bank of India (RBI).
India is a growing economy and demand for credit is high though it
could be cyclical.
Licensing requirement, investment in technology and branch
network, capital and regulatory requirements.
High during periods of tight liquidity. Trade unions in public sector
banks can be anti-reforms and orchestrate strikes. Depositors may
invest elsewhere if interest rates fall.
For good creditworthy borrowers bargaining power is high due to
the availability of large number of banks.
High- There is public sector banks, private sector and foreign
banks along with non-banking finance companies competing in
similar business segments. Plus the RBI is all set to issue new
banking licenses soon.
CHAPTER 3
COMPANY
PROFILE
25
3.2Branches:
26
Katargam
Pandesara
Rander
Bhatar
Umara
Sumul
Ring Road
APMC
Sachin
Timaliyawad
Vapi
Varachha
Adajan
City light
Navsari
Valsad
Vision:-
Our Vision is to be India's most respected and admired urban Co-Operative bank by
influencing people's lives through personalized banking services and partnering them in
realizing their dreams.
Mission:-
Our mission is to be a preferred financial service provider with a special focus on innovative
quality products, technical expertise & efficient services for customer achieve their objectives
and goals.
Values:-
Strengths:-
Achievements:-
28
Board of Director
General
Manager
Administrator
Deputy
General
Manager
Assistant
General
Manager
Chief
Manager
29
Senior
Manager
Manager
Branch
Manager
Officer
Officer
Clerk
clerk
peon
peon
CHAPTER-4
OPERATION
DEPARTMENT
30
DEPOSITE DEPARTMENT:1. Current account: Current account is opened for business purpose only.
There is no limit on the number of transaction.
There is also no limit on the amount, which can to be withdrawn by the
account holder.
Business proof is necessary at the time of opening account.
Government Approval for business is necessary for opening account.
Normally bank doesnt pay any interest on the deposit of current account.
Account holder must have business stamp with designation.
At least two references are necessary for opening account.
If references are not available, reputation of person is checked.
Specimen signature is important.
In Surat peoples co- operative bank another point is important which are: it
requires maintaining minimum balance of Rs. 3000. Charges per cheque for
current account is Rs. 3.
2. Saving account:As the name indicates account is opened for purpose of saving, people who want to cultivate
the habit of thrift open the saving account.
Every year only two cheque books issued free of cost to the account holders.
After that, if more cheque books are required than charges are taken from
them. The charges are: For trust, there is no limit on the number of cheque
31
3. Recurring Deposit: In recurring deposit scheme, bank provides facility to the small depositor save
period.
The duration should be more than 12 months.
Minimum Rs. 25 has to be deposited every month.
4. Fixed deposit:The deposit received by bank for a fixed period of time is treated as fixed deposit. The time
duration may be vary from 15 days to 10 years.
32
If annual interest is more than Rs. 10000 than account holder has to pay tax, which
tax.
If the holder doesnt have PAN card, then he/she has to pay 20% tax instead of 10%.
If the amount of deposited is above 15lacs, they will get 0.255 extra interest rate than
prevailing interest rate.
4.2.
33
SERVICES:-
Minimum Amount
Maximum Amount
RTGS
RS 2 lakhs
No upper ceiling
NEFT
No minimum limit
No upper ceiling
Overview of ECS:
1. User bank:
35
3. Overdraft:
Credibility of customer is determined as loan.
All functions related to credibility of customer and margin is determined by central
administration office.
Margin of overdraft determine by type of business.
Higher the risk higher the margin.
In medical business margin is lesser. It we take 100 rs. 20% margin is given then 80
4.
Demand draft.
Charges of demand draft:
36
20
30
For every 10000 0.5 rs. Extra
60
Direct credit of corporate benefits like Bonus, Market Shares and Right Share in your
account.
37
Online facilities to view demat account statements through IDEA facility and online
submission of market instructions through SPEED-E facility.
Nominal Service Charges:
Very small amount of brokerage for sale / purchase of shares and securities.
Competitive interest will be charged on loans/advances against DEMAT shares & securities.
7. LOCKER:
The Surat People's Co-Op. Bank Ltd. offer safe deposit lockers for safety of your valuables.
We offer safe deposit vault or locker at a no. of branches at reasonable rent depending upon
the size of locker. The adajan branch offers this service.
8. SMS ALERT:
Bank is sending SMS on the different types of transactions.
38
Password security is a must. After getting your PIN, do change it and memorize it
otherwise your account may be misused by someone who gets to know your password
inadvertently.
Khatodara branch.
Advantages
No need to wait for processing of Cheque/transfers through various phases.
Lesser processing time.
4.3.
CLEARING DEPARTMENT: In clearing department the very first process is that the customer of the bank present
cheque in the bank in which the customer has opened the account.
The customer can have five type of account in the bank like,
1. Current account
2. Saving account
3. Fixed deposit account
4. Loan account
5. Overdraft account
Types of Cheques:
The cheques are divided into mainly three parts:
1. Cheques of SPCBL. The cheque of same branch is called local cheque.
2. Cheque of other bank in same city.
3. Cheque of other bank whose branch is not in the city.
50
75
100
150
Process of clearing:40
2. Sorting Out:
The cheques are separated according to their types i.e.
1. Cheques of SPCBL.
2. Cheques of other bank.
3. Cheques of other bank outside the city.
code.
After finishing the entire step, queue number is written on cheque and sends for the
authorization.
41
MICR Cheques:
With the multi mode increase in the volume of cheque collection business and the
number of branches of bank, the time taken for collection of cheques and their
ultimate credit to customers account has been increasing day-by-day.
The delays have reach to an alarming proportion.
To remedy the entire situation a system of Magnetic Ink Character Recognition
(MICR) for cheque writing, so as to allow for computerized cheque processing has
been introduced.
MICR is a technique of using ink containing magnetic particles to print characters on
the cheques, drafts, travellers cheques and paper documents.
When instrument comes under an electrical field, the lines gets magnetised and
generates a wave pattern, which is reached by computer.
Encoders and readers sorters are used for this purpose.
The MICR cheques are printed on special paper and on bottom of the cheques there is
a White Band where Cheque number and Branch code number are printed.
On the read code following code line is printed by MICR:
1. Cheque serial number (6 digits) e.g. 456829
2. City code, bank code and branch code (9 digits)
City code (3 digits) e.g. Surat- 395 (first 3 digits is PIN number)
Bank code (3 digits) e.g. SPCB 251 (given by RBI)
Branch code (3 digits)
3. Transaction code (2 digits)
To know the type of different account code is given according to different
types of account.
The following are the guidelines in regard to the use of MICR cheques:
1. Dont write/sign on the code line/ bottom end.
2. Dont pin/staple on the code line.
3. Dont paste on the code line.
42
Type of service
Charges
1.
2.
No Charges
3.
Maintenance of Minimum
Balance
No Charges
4.
43
6.
7.
Solvency Certificate
(Issued only by Central
Office)
No Charges
8.
9.
DD
cancellation/Revalidation/
Duplication
10.
Savings : If closed within one year Rs. 30/SBC.: If closed within one year Rs. 60/C/A-O/D : If closed within one year Rs.115/-
11.
RTGS
12.
44
(B) (1) For average balance of Upto Rs.10,000/Rs. 30/(2) For average balance above Rs.10,000/Rs. 60/-
13.
(A) Upto Rs.10,000/- Rs.30/Rs.10,001/- to Rs.1,00,000/- Rs.55/Rs.1,00,001/- and above Rs.115/(B) If the transactions are by depositing cash, then
additional 100% extra charges will be taken (even
if cash is deposited in SB/CA/ OD account for the
particular transaction only).
14.
(A)
Upto Rs.10,000/- Rs. 20/Rs.10,001/- to Rs.60,000/- -Rs. 30/Rs.60,001/- and above Rs. 0/50 per Rs.1,000/-and
maximum Rs.560/(B) If the transactions are by depositing cash, then
additional 100% extra charges will be taken (even
if cash is deposited in SB/CA/ OD account for the
particular transaction only).
15.
Foreign Currency
16.
Inland Guarantee/Letter of
Credit
45
4.4 Award and Recognition: Champion of Champions- 2012-2013 Award organized by The South Gujarat Co-op
Banks Association Ltd 20th Sep2013.
Top performer in New A/c opened (Bank Category) in NSDL star performer Award-2013
organized by NSDL.
46
Award for Customer choice Award for Banking Services 2009 organized by Gujarat
Mitra & Grahak Parishad, Surat.
Jury special recognition award from banking frontiers-A Leading Banking Magazine.
47
First Award in the category of decoration of Traffic I land for Swami Vivekanand
traffic I Land in competition 2010 organized by Surat Municipal Corporation.
Other Awards:
Participation Award in Udyog 2013 organized by The SGCCI
Runner up trophy in Tennis Cricket Tournament VASUDHARA-2012 organized by
The Surat Peoples Co Op Bank Ltd
First prize in SCOBA Toppers Award 2008-09 for Category III Scheduled UCBs
organized by The South Gujarat Co Op Banks Association Ltd at Khanvel
Champion of Champions-2007-08 Award for Best Performance organized by The
South Gujarat Co Op Banks Association Ltd at Lonawala on 15th Nov 2008
Best NPA Reduction Project Award Large UCBs from Banking Frontiers-A Leading
Banking Magazine
48
CHAPTER-5
49
MARKETING
DEPARTMENT
5.1.
Advertisements:
The Surat Peoples Co- operative bank usually gives advertisement in local
newspapers about its interest rate, new services and change in policies.
By giving advertisement in local newspaper they can appeal large number of its
customer who refers newspaper every day.
5.2.
50
Bills and posters also play very major role in SPBs marketing activities as certain
number of customer visit every in bank so it is very easy and convenient way to
Internet marketing:
SPB communicate its customers through their official website which will provide all the new
updates to the customer.
51
CHAPTER-6
HUMAN
RESOURCE
DEPARTMENT
52
Basic
salary
Dearness
Allowances
(DA)
Human
Resource
Allowances
(HRA)
City
Compensatory
Allowances
(CCA)
Travelling
Allowances
(TA)
Post
Allowances
(P
A)
(PA)
Other
Allowances
53
Recruitment:
Eligible candidates can apply for this position through online before the ending date
provided by SPB.
Selection of the candidate is based on the merit in written test and in interview.
First of all candidates are called for written test, after completion of the written test
SPB will short list the candidates and called short listed candidates for interview.
Marks obtained in written test is very important for ranking systems, so candidates
54
CHAPTER-7
CUSTOMER
SATISFACTION
AND
DEVELOPMMENT
55
56
57
59
Making
Opportunities
By developing ATM card and Internet banking it can achieve more customer satisfaction
and also can get new customers.
The credit card facility is not yet available hence many customers use other bank
accounts like HDFC,ICICI,SBI etc. to get the credit card facility hence if bank provide
credit card facility than the customer may not access other banks accounts.
It can develop its more branches in other Metro cities and states and expand its business
at a National and Global level.
60
Threats
Many multinational banks are going to establish in Surat city and hence this may reduce
the customers of SPCB as many people prefer multinational companies because of its
quality service.
Recently RBI has given the license to 26 non-banking multinational companies such as
Reliance Capital, IDFC, Edelweiss Financial , Muthoot Finance , Reliance Capital, J M
Financials, Religare Enterprises, Aditya Birla Nuvo, L & T Finance Holdings, TATA
Sons, Bajaj Finserv etc. hence there will be more competition.
As the SPCB fails to provide better ATM card, internet banking services there may be
chances that the customer may jump to other bank which provide better services of ATM
card, Internet banking etc.
SPCB also not providing Credit card facility and hence this will also demotivate its
customers.
7.3 Development Strategy for the Attract a Customer: The bank provides its customers with latest facilities like internet banking facility and mobile
banking facility.
The bank introduced new products and schemes to bring in new customers. They would also
build relationships with existing customers to retain them.
The SPCBL were providing attractive FD rates loan rates compare to other competitive banks for
e.g. state bank FD rate is 7.00% ICICI BANK FD rate is 7.40% but SPCBL provide 8% in
period of more than 1 year.
They were also providing 1% extra for senior citizen but other banks provide 0.5% for senior
citizen.
Recently they launched a one scheme is double in only for 2626 Days 9.76% and that is short
period compare to other banks.
They are placed a VAT machines at all branches so customer can easily have information on the
screen about account details like balance and latest transaction.
Bank has become member of UTI and Bank accepts applications for new pan card and
modification in pan card.
61
Easy procedure
No need to fill any type of form
No need to wait for refund
Earn interest on invested amount till allotment.
62
CHAPTER-8
LITERATURE
REVIEW
63
LITERATURE REVIEW
Not so long ago, accessing our own money was about setting aside a couple of hours, getting
to the bank before closing time, standing in one queue to get a token and then in another to
collect the cash. Those were the pre-economic reforms days, when the banking sector
primarily consisted to the co-operative Banks.
Cut to the present day and the nature of banking has changed beyond recognition. With ATM
cards, simple banking transactions like withdrawing and depositing money are easier than
ever before. For the tech-savvy, there is the option of banking online. The next medium may
just be your mobile.
Ravi C.S & kundan basavaraj (2013) investigated the preference and satisfaction level of
customers towards loans deposits schemes rendered by co-operative bank in Surat city.
Business and vehicle loan are fast moving than other services and overall satisfaction at 50%.
Further overall satisfaction on bank deposit schemes resulted positively while other schemes
of banking still need to be given attention by focusing on customer issues. New innovative
schemes, strategies to cater to non-users other services have to be adopted.
Dr. Snehal kumar h mistry (2013) Focused on the factors that affecting customer satisfaction
in SPCBL and analyze their effect. It is revealed that customer satisfaction is the key for
many banks to survive competition. Customer gives third preference to assurance factor, it
includes criteria like safety of transaction, consistency in service etc, so, banks whether they
are private sector bank or public sector bank they should give more focus on increasing
reliability, responsiveness and assurance. For that they can give training to their employee
which will help them to give personalized service.
Dr. A.H Sequeira (2012) made an attempt to address the issues related to customer
satisfaction and quickness transactions in SPCBL. It is clear from the results that the
customer services are reasonably satisfactory
S.Sivesan found the impact of service quality on customers satisfaction in banking sector.
Service quality are inter related with customer satisfaction. Manager of the bank or
administrative body needs to identify the primary quality determinants, clearly managing the
customer expectation, educating the knowledge t customer regarding the service for
improving the service quality in the banking sectors.
64
If experience of the service greatly exceeds the expectations clients had of the service then
satisfaction will be high, and vice versa.. In the service quality literature, perceptions of
service delivery are measured separately from customer expectations, and the gap between
the two provides a measure of service quality.
Expectations and Customer Satisfaction:
Expectations have a central role in influencing satisfaction with services, and these in turn are
determined by a very wide range of factors lower expectations will result in higher
satisfaction ratings for any given level of service quality. This would seem sensible; for
example, poor previous experience with the service or other similar services is likely to result
in it being easier to pleasantly surprise customers. However, there are clearly circumstances
where negative preconceptions of a service provider will lead to lower expectations, but will
also make it harder to achieve high satisfaction ratings - and where positive preconceptions
and high expectations make positive ratings more likely. The expectations theory in much of
the literature therefore seems to be an over-simplification.
66
CHAPTER-9
RESEARCH
METHODOLOGY
67
The study will point the area which requires improvement and development for the
customer satisfaction.
It will reflect the reasons for the satisfaction or dissatisfaction of the consumers.
To study about the bank about their customized products and services, according to the
consumers needed.
To study the experience and expectations of the existing customers.
To study to improve the current standards of services.
To study about the business tactics followed to stand against the competitors.
69
70
CHAPTER-10
DATA ANALYSIS
71
&
INTERPRETATION
72
Respondents
40
49
72
89
percentage
16%
19.6%
28.8%
35.6%
Respondents
16%
10th
12th36%
Graduate
Post Graduate
20%
29%
As above graph reflect a respondents qualification here 16% respondent was 10 th passed
19.6% respondents have 12th passed 28.8% was a graduate and 35.6% respondents have a
post graduate in overall 250 respondents survey.
Occupation: Occupation
73
Respondents
percentag
59
39
23.6
15.6
75
44
33
30
17.6
13.2
occupation
13%
24%
salaried 18%Professionals
Business
Students
Others
16%
30%
on this graph reflected that respondent occupation here 59 respondents are salaried person, 39
respondents are professionals, 75 respondents are business people,44 are student and 33
respondents are others and it include that all house wife, retired person, senior citizen, social
worker etc. so this survey overall in a 250 respondents.
Gender: 74
Respondents
136
114
Percentage
54.4
45.6
Respondents
Male
46%
Female
54%
In above graph on a gender, in this graph 136 are respondents are Male and 114 respondents
are female in overall 250 respondents.
75
Do you think that your bank caters all your banking needs?
Bank caters
Yes
No
Respondents
162
88
Percentage
64.8
35.2
Bank Caters
35.2
Yes
No
64.8
From above table show us that 162 respondents agreed that the spcbl provide all cater as
customer banking need and 88 respondents not agreed with not provided customer banking
need.
76
In your past how many years you have account with this bank?
Account peri0d
<6 months
6 Months to 2 years
2 years to 5 years
>5 years
Respondents
Percentage
57
22.8
74
29.6
81
32.4
38
15.2
Period of Account
15%
<6 month
6 m to 2 yr
23%
2 yr to 5 yr
>5 yr
32%
30%
Here this graph show us how much time customer account with the SPCBL so, here 57
respondents are less than six month with bank, 74 respondents are between 6 months to 2
years with bank, 81 respondents are between 2 to 5 years at last 38 respondents are more than
5 years with a bank.
77
III.
Respondents
80
211
85
87
25
Percentage
32
84.4
34
34.8
10
Others
Types of Account
25
Demat Account
87
Loan Account
85
Saving Account
211
Current Account
0
80
50
100
150
200
250
respondents
On these bar chart describe us 32 percent respondents have current account, the huge
percentage 84.4% respondents have saving account,34% respondents have loan account and
34.8% respondents have a demat account and at last 10 percent respondents include in others
in others include FD account, RD account Salary Account and locker account etc. so here this
percentage is out of 250 respondents in particularly.
78
Respondents percentage
77
30.8
139
55.6
120
48
120
48
70
28
35
14
25
10
25
Variety of product
35
Lower charges
70
Better service
120
120
Near to place
139
Scheduled bank
77
0
20
40
60
80
From this graph show us in which factor affecting so customer attracting to this bank
schedule bank as a factor on 30.8% respondents affecting second factor and in a large area
55.6% respondents want a near to place, second large factors are high interest rate and better
service both are affected on respondents 48% respectively, and another factor is lower charge
affecting 28% on them and variety of products 14% affected and other factors also affected
10 % on respondents and here other factor include student account open from school for
student or salary account open from the firm for employee and fast procedure minimum
documentation.
79
Respondent
s
209
41
percentag
e
83.6
16.4
Technology Prefer
16%
Yes
No
84%
Here pie chart show us 209 respondents are use technology for the banking need and 41
people are not used a technology for a banking need from a total 250 respondents. We also try
to know which type of technology used in the next question.
80
VI.
Respondent
s
187
115
71
81
131
98
ATM
RTGS/NEFT
ECS
Net banking
Mobile baking
E-payment
percentag
e
74.8
46
28.4
32.4
52.4
39.2
Types of Technology
Respondents
200
150
100
50
0
187
115
131
71
81
98
Respondents
Types of Technology
These analyses depend on a above analytical question. In this graph first a only 209
respondents are used technology and in 209 respondents 74.8% people used ATM, 46%
people used RTGS/NEFT, 28.4% people are used ECS, 32.4% and 52.4% are used net
banking and mobile banking respectively at last 39.2% people used e-payment. Here
percentage from 250 respondents particularly.
81
VII.
Competitive interest
rate
Yes
No
Respondents
173
77
percentag
e
69.2
30.8
31%
No
69%
From these graph show us that did we think the SPCBL offer competitive interest rate so here
173 respondents are agree and 77 respondents are not agree with SPCBL competitive interest
rate.
82
VIII.
Alternative Bank
Respondents
Yes
No
173
77
percentag
e
69.2
30.8
Yes
31%
No
69%
From the graph describe us here 173 respondents used other bank services like ICICI Bank
SBI, Bank of India, Bank of Baroda, HDFC bank or also used Co-operative bank services and
77 respondents are not used other bank services.
83
IX.
Respondent
s
75
58
62
39
16
Excellent
very good
Good
Average
Poor
percentage
30
23.2
24.8
15.6
6.4
Service Quality
6%
16%
30%
Excellent
very good
Good
Average
Poor
25%
23%
Managing Account: X.
6
2
1
8
1
8
4
4
5
2
2
9
5
9
7
2
5
6
4
3
6
4
7
1
4
2
4
4
7
6
Chart Title
Handle your account efficiently, without mistakes?
Apologise for any mistakes?
Explain charges clearly?
72
62
59
52
64
76
71
56
44
42 44
43
29
18 18
In this column chart show us three factor affected to managing account so first factor is
account handle efficiently, it include 62 respondents are strongly dissatisfied and 42
respondents are highly satisfied and remaining respondents are between these two scale as it
is second and third factor apologise for mistakes and explain charge clearly in a strongly
85
HANDLING QUERIES
XI.
1
57
2
28
3
53
4
70
5
42
28
50
52
85
35
20
57
68
64
41
18
38
55
89
50
19
28
55
68
80
Factors
Respondents
100
90
80
80
68
70
57
57
55
55
60
53
52
50
50
50
42
41 38
35
40
28
28
28
30
20
19
18
20
10
0
The time taken by staff to answer the telephone?
Factors
In these chart various factors affecting but major five factor affecting to handling queries and
also describe which customer satisfied on which scale in which factor and five scales identify
as above red line given e.g. first factor is time taken by staff to answer the telephone this
factor in a 57 respondents are strongly dissatisfied, 28 respondents are dissatisfied, 20
86
1
50
25
2
48
35
3
47
68
4
62
77
5
43
45
20
15
47
38
67
60
68
95
48
42
22
25
57
88
58
100
Friendly and courteous manner
90
77
80
Knowledge of banks product & services
70
60
50 efficiently service
Fast and
48
50
47
6867
60
57
68
62
58
48
45
42
47
38
35
40
Professional and attractive appearance and willingness to listen and respond to your need
25
25
30
20 22
15you as valued customer
Recognition of
20
10
0
1
43
This graph for customer service staff/teller as it is here also five scales are there here also five
major factor affected to provide customer service staff that factor given in table here in first
factor in highest respondent 62 in satisfied in second factor in highest respondents is 77 in
87
1
38
27
13
12
18
25
17
2
28
45
48
57
42
42
38
3
82
82
57
65
83
55
67
4
50
60
98
90
65
83
63
5
52
37
33
27
42
45
65
82
52
50
38
28
90
82
60
45
27
65
57
57
48
37
83
65
27
12
18
67
65
63
55
42 45
42 42
33
13
83
25
38
17
From these graph is about branch facilities and here seven factors given in table as given in
chart first group of column is first factor so another all group of column is all other factor
particularly so in first factor lowest respondents is 28 in dissatisfied, in second factor lowest
respondents 27 in strongly dissatisfied, so another all factors include almost all lowest
88
Satisfy factors
Sent out reliably and on time
Complete record of transactions
Accurate
Easy to read and understand
1
45
27
12
25
2
40
30
52
33
3
70
72
70
75
4
52
85
72
65
5
43
37
45
52
85
80
75
72
70 70
72
70
65
45
43.33
40
40
30
45
37
33
30
27
Accurate
52
25
Easy to read and understand
20
12
10
0
1
In this chart its about statement and documentation so, here four major factors are affecting
that and scales given same as on this chart respondent most sensible responds on neutral scale
89
Happened
Complained
about
36
46
47
36
32
28
32
37
38
19
22
21
28
Unhelpful staff
21
32
22
36
19
47
38
46
37
36
32
0
10 15 20 25 30 35 40 45 50
From this graph describe us if customer faced any problem so they attend this question so,
here 225 respondents faced issues from the given these issues and in happened include
highest respondent is 47 in third issue of name and address misspelt on letters here given a
second column about complaint respondents do complaint against that issue and highest 37
respondent complaint against second factor instruction not carried out and We also try to
know the reason for this satisfied about complaint is in next question.
90
1
32
9
13
12
2
29
40
20
28
3
35
45
44
48
4
40
45
65
40
5
33
29
27
41
70
60
The way your complaint was handled
50
40
40
35
32
The time taken to sort29
out your
28Complaint
30
33
29
The follow-up contact you received
27
20
20
9
1312
10
0
1
This analytical graph depend up on above analytical data and graph it means who did a
complaint against a whatever issues that total respondent is 169 out of 225 respondents so
here they given five major factor satisfied a result against complaint
so 65 highest
respondent respond on satisfied scale in third factor of the time taken to sort out your
complaint and very lowest 9 respondents on strongly dissatisfied level in first factor is the
way your complained was handled so that is good result for the bank.
Respondent
s
161
89
percentage
64.4
35.6
32%
Yes
No
68%
This graph simply show us respondent contacted branch by phone in last year so, 161
respondent agreed that yes they contacted branch by phone in last year but 89 respondents not
contacted branch by phone in last year so, We also try to know the reason for which
regarding they contacted in next question.
XV.
What was the reason for your most recent telephone contact with your branch?
Respondents
71
66
58
52
58
Percentage
44.10
40.99
36.02
32.30
36.02
36.02
18.01
36.65
54.04
58
29
59
87
90
80
71
70
66
58
60
52
58
59
58
50
40
29
30
20
10
0
Account information
Rate enquiry
Complaint
others
In graph describe 9 reason given they contacted branch by phone in last year so, as per 14
answer of question total 161 respondent contacted a branch so here in other reason include
highest 87 respondent in percentage 54.04% out of 161 respondent particularly so in others
reason include info about FD, RD, demat related new IPO related contact with special officer
or branch manager etcand lowest reason is about credit card enquiry only 29 respondents
because they dont know any co-operative bank cannot offer credit card.so in the next
question we try to know that which types of response given a branch on phone to the
customer expected.
In terms of the service you expected from the telephone contact, please rate the following
criteria:
Types of response
Call handled promptly, not kept on Hold
Courteous and professional manner
Quickly connected to the right Person
Question or problem handled to your
satisfaction
93
1
45
23
11
11
2
21
33
24
18
3
29
35
51
30
4
41
39
44
56
5
26
32
32
47
56
51
47
50
45
Call handled promptly, not kept on Hold
40
44
Courteous and professional
manner
41
39
35
33
30
Quickly connected to the right Person
24
23
21
18
20
3232
30
29
26your satisfaction
Question or problem handled to
1111
10
0
1
In this graph show us total 161 respondents contacted to branch so they give rating to 4 major
different types of response so, in first response type in highest 45 respondents are strongly
dissatisfied in second response types highest 39 respondents on dissatisfied level in third
types of response highest 51 respondents on neutral level and at last in fourth types of
response highest 56 respondents are on satisfied level.
94
Respondents
percentage
171
79
68.4
31.6
Yes
No
32%
68%
Above chart describe us bank representative contact you regarding any information, problem,
instruction and others so here in 250 respondents 79 respondents are said no and171
respondents are told positively yes they were contacted by bank representative.
XVII.
Would you recommend this bank to your friends, relatives, associates and others?
Recommended to others
Yes
No
95
Respondents
207
43
percentage
82.8
17.2
Recommendation
17%
Yes
No
83%
From this graph show us customer will recommended to others or not but in this 250 survey
we know that 207 respondents will be recommended others but 43 respondents will not happy
to recommend others because probably they are not satisfied of the SPCBL.
XVIII.
Do you have any remarks you want to add concerning the service you have been
receiving at your bank?
Here respondents given various suggestion or some respondents neglect this
question so, here they given some suggestion about service so I describe that major
suggestion about service.
96
97
CHAPTER-11
RECOMMENDATION
& CONCLUSION
98
11.1
Conclusion
It can be concluded that The Surat Peoples Co-operative Bank Ltd has a good
financial position and customer services. SPCBL has sound banking services and strategies.
All the work is done in a proper documentation. The performance of bank is continuously
increasing improving compare to previous years and can be improved further in future. One
of the best things which this bank concern is Banks Net NPA ratio. During this time this ratio
is always 0.00%.One of the reason behind this position is secure level of provision. In this
bank, actual level of provision is more than require level of provision, which is positive for
bank. SPCBLs NPA level is decreasing year by year and because of that this Bank is being
considered very good bank by citizens of Surat. The bank has good infrastructure facility.
There is also flexibility in work; employees are very satisfied working at bank. Every
proposal is being scrutinized minutely and all procedure is done in a very systematic way.
staff and customer between a good relation and co-ordination as a familiar. Compared with
other co-operative banks, SPB is very ahead being its finances giving to public at large,
competitive rate of interest and nominal charges with no hidden charges. The continuous
follow up is done, as a result of which NPA tends to reduce.
11.2
Recommendation: -
progress.
78% respondents are satisfied to the Surat peoples co-op bank ltd on a 250 respondents
survey.
99
BIBLIOGRAPHY
Bibliography
100
2015-16.
Co-Operative Dairy 2014 (The Surat Peoples Co-Operative Bank).
.
Websites:
http://www.ibef.org/industry/banking-india.aspx
http://www.rbi.org.in/Home.aspx
http:// www.indiabankassociation.com
www.spcbl.in
https://en.wikipedia.org/wiki/Bank
https://www.reference.com/business-finance/customer-satisfaction-important
bc537d1bc4dc5227#
http://blog.clientheartbeat.com/why-customer-satisfaction-is-important/
101
ANNEXURE
Questionnaire
Respected Sir/Mam,
I am Mehta Bhumit from centre for management studies, Dharamsinh
desai university, Nadiad. I would request you to fill up this questionnaire with
respect to a survey on Why Capital Study of customer satisfaction and
development towards surat peoples bank in Surat city. This survey is done for a
102
Name: _________________________________________________
Qualification:
1) 10th
[ ]
3) Graduate [ ]
Occupation:
1) Salaried
2) 12th
[ ]
4) Post graduate
[ ]
[ ]
4) Business
[ ]
2) Professional
[ ]
5) Student
[ ]
3) Other
[ ]
Gender:
Male
[ ]
female
[ ]
I.
Do you think that your bank caters all your banking needs?
Yes [ ]
No
[ ]
II.
In your past how many years you have account with this bank?
Less than six month
[ ]
Six month to two year
[ ]
Two year to five year
[ ]
More than five year
[ ]
III.
IV.
[ ]
[ ]
[
[
[
[
[
]
]
]
]
]
[ ]
VI.
VII.
VIII.
IX.
X.
Managing Account
How satisfied are you with the way we:
XI.
Have you experienced any of the following issues in the last six months?
Types of issues
A mistake on your account
Instructions not carried out
Your name or address misspelt on
letters
A mistake with a standing order or
direct debit
A disagreement about charges
Unhelpful staff
Happened
Complained about
If you have complained, please tell us how satisfied you were with:
(Strongly Dissatisfied=1; Dissatisfied=2; Neutral=3; Satisfied=4; Strongly Satisfied=5)
Satisfy factors
1 2 3 4 5
The way your complaint was handled
The person who sorted out your Complaint
The time taken to sort out your Complaint
The follow-up contact you received
TELEPHONE ENQUIRIES
XIV.
XV.
What was the reason for your most recent telephone contact with your branch?
(Multiple choice question)
a. Account information/balance
106
[ ]
[
[
[
[
[
[
[
[
]
]
]
]
]
]
]
]
In terms of the service you expected from the telephone contact, please rate the
following criteria:
Types of response
Call handled promptly, not kept on Hold
Courteous and professional manner
Quickly connected to the right Person
Question or problem handled to
your satisfaction
XVI.
FINAL REMARKS
Would you like to be contacted by a bank representative?
Yes
[ ]
No
[ ]
XVII.
Would you recommend this bank to your friends, relatives, associates and
others?
Yes
[ ]
No
[ ]
XVIII.
Do you have any remarks you want to add concerning the service you have
been receiving at your bank?
_______________________________________
Thank you for taking the valuable time to fill this survey
107