A PROJECT REPOT ON

“A STUDY OF CUSTOMER SATISFACTION TOWARDS

SERVICES OF DOMBIVLI NAGARI SAHAKARI BANK IN
DOMBIVLI”

BACHELOR OF BANKING AND INSURANCE

SEMESTER VI

A PROJECT SUBMITTED TO

UNIVERSITY OF MUMBAI FOR PARTIAL COMPLETION OF

THE DEGREE IN COMMERCE (BANKING AND INSURANCE)

UNDER THE FACULTY OF COMMERCE.

SUBMITTED BY:

ROHAN SUBHASH GHAGARE

ROLL NO. 18-8994

UNDER THE GUDIDENCE OF

PROF. MANASI BAPAT

DOMBIVLI SHIKSHAN MRASARAK MANDAL

K. V. PENDHARKAR COLLEGE OF

ARTS, SCIENCE AND COMMERCE

DOMBIVLI (EAST) 421203, DIS. THANE

APRIL 2019

1
 DECLARATION OF LEARNER

I the undersigned Mr. ROHAN SUBHASH GHAGARE hereby declare that the
work embodied. In the project work titled “A STUDY OF CUSTOMER

SATISFACTION TOWARDS SERVICES OF DOMBIVLI NAGARI

SAHAKARI BANK IN DOMBIVLI”, forms my own contribution to the
research work carried out under the guidance of PROF. MANASI BAPAT is
result of my own research work and has not been previously submitted to any other
University for any other degree/diploma to this or any other University.

Wherever reference has been made to previous works of others, it has been clearly
indicated as such and included in the bibliography.

I, here by further declare that all information of this document has been obtained and
presented in accordance with academic rules and ethical conduct.

Name and Signature of Learner

(Mr. ROHAN GHAGARE)

Certified by,

Name and Signature Of Guiding Teacher

PROF. MANASI BAPAT

2
 ACKNOWLEDGEMENT

To list who all have helped me is difficult because they are so numerous and the depth
is so enormous.

I would like to acknowledge the following as being idealistic channels and fresh
dimensions in the completion of this project.

I take this opportunity to thank the University of Mumbai for giving me chance to do
this project.

I would like to thank my Principal, Dr. A.K. RANADE for providing the necessary
facility required for completion of this project.

I take this opportunity to thank our Coordinator, SNEHA VAIDYA, for her moral
support and guidance.

I would also like to express my sincere gratitude towards my project guide PROF.

MANASI BAPAT whose guidance and care made the project successful.

I would like to thank my College Library, for having provided various reference
books and magazines related to my project.

Lastly, I would like to thank each and every person who directly or indirectly helped
me in the completion of this project especially My Parents and Peers who supported
me throughout my project.

3
 INDEX

SR. No. PARTICULARS PAGE NO.

1 Chapter 1: Introduction 5

2 Chapter 2: Research Methodology 28

3 Chapter 3: Literature Review 30

4 Chapter 4: Data Analysis, Interpretation & Findings 31

5 Chapter 5: Conclusion 54

4
 CHAPTER 1: INTRODUCTION

HISTORY:

Way back in 60’s Few enthusiastic persons gathered together with a common goal to
make available the banking facility to the commonest of the common man. They had
an aim that any person in genuine financial difficulty or in need of finance to fulfill
his dreams whether personal or professional should have an institutional support and
he should not be a prey of traditional moneylenders. The dream of these persons came
into existence by bearing a name i.e. Dombivli Nagari Sahakari Bank Ltd. on 6th
September, 1970.

Since then the bank has grown by leaps and bound. With a modest beginning in a
small 500sq.ft. of main branch cum central office, having deposit base of 7.04 lacs
and total advances of 5.75lacs in June 1971, it has now reached a business mix of Rs.
6887crores contributed by deposit of Rs.3950crores and Rs.2937crores of advances
with 49 branches spread across 12 districts of Maharashtra.

5
PRODUCT AND SERVICES OFFERED BY DNSB

DNSB BANK

PRODUCT SERVICES

DEPOSITS RTGS

RETAIL LOANS NEFT

CORPORATE
M- BANKING
LOANS

FLEXI ADVANCES BANCASSURANCE

DEBIT CARD NECS

6
 A) DEPOSIT :

Saving account helps to grow your money safely and steady for future. Saving
account of the account holder can be linked to Internet banking; Short Message
Service banking and Mobile banking to add ease in the overall transactions carry out
by saving account holder. DNS bank also offer wide range of Saving Account like
Pride, Prestige, Premium and Gold Saving Account.

Who can Open Account

• Any Individual
• Society
• Hindu Undivided Family
• Club
• School etc.

How to Open Account

By account opening form

Min. and Max. Lock-In Period

Not Applicable.

Premature Withdrawal

Not Applicable.

Nomination

Available

Loan Facility

Not Applicable.

Tax Deducted at Source.

No.

7
Benefits

• Small Savings.
• Rs. 25,000/- per day withdrawal allowed by ATM.
• Cheque book facility is available for accounts having balance more than Rs.
1000 /-
• NEFT RTGS ECS facility available.
2) Current account:
Commercial or Business purpose account which helps to carry out any number of
transactions. This account can be linked to Internet banking; Short Message
Service banking and Mobile banking to add ease in the overall transactions
initiated by current account holder.

Who can Open Account

• Retail Trader
• Businessman
• Company
• Professional
• Partnership Firm
• Self Employed etc.
How to Open Account

By DNS bank account opening form.

Min .and Max. Lock-In Period

Not Applicable.

Nomination

Available
Loan Facility

Not Applicable.

8
Tax Deducted at Source

Not Applicable.

Benefits

➢ Any number of withdrawals subject to balance available.

➢ Suitable for Business Accounts.
➢ ATM facility available Rs. 25000.00 per day withdrawal.
➢ Cheque book / NEFT / RTGS / ECS facilities available.

• Recurring Deposit:
These are popularly known as RD accounts and are special kind of Term Deposits and
are suitable for people who do not have lump sum amount of savings, but are ready to
save a small amount every month. Normally, such deposits earn interest on the
amount already deposited (through monthly instalments) at the same rates as are
applicable for Fixed Deposits / Term Deposits. These are best if you wish to create a
fund for your child's education or marriage of your daughter or buy a car without
loans or save for the future.
Under these type of deposits, the person has to usually deposit a fixed
amount of money every month (usually a minimum of Rs. 100/- p.m.). Any default
in payment within the month attracts a small penalty. However, some Banks besides
offering a fixed instalment RD, have also introduced a flexible / variable RD. Under
these flexible RDs the person is allowed to deposit even higher amount of instalments,
with an upper limit fixed for the same e.g. 10 times of the minimum amount agreed
upon.

These accounts can be funded by giving Standing Instructions by which

bank withdraws a fixed amount on a fixed date of the month from the saving bank of
the customer (as per his mandate), and the same is credited to RD account.

Recurring Deposit accounts are normally allowed for maturities ranging

from 6 months to 120 months. A Pass book is usually issued wherein the person can
get the entries for all the deposits made by him / her and the interest earned. Banks
also indicate the maturity value of the RD assuming that the monthly instalments will
be paid regularly on due dates. In case instalment is delayed, the interest payable in

9
the account will be reduced and some nominal penalty charged for default in regular
payments. Premature withdrawal of accumulated amount permitted is usually
allowed (however, penalty may be imposed for early withdrawals). These accounts
can be opened in single or joint names. Nomination facility is also available.

Benefits of Recurring Deposit :

1) Loan facility available.

2) Nomination facility available.

4) Term Deposit:

These are also popularly known as FD accounts. However, in some

other countries these are known as "Term Deposits" or even called "Bond". The
term "fixed" in Fixed Deposits (FD) denotes the period of maturity or tenor.
Therefore, the depositors are supposed to continue such Fixed Deposits for the length
of time for which the depositor decides to keep the money with the bank. However,
in case of need, the depositor can ask for closing (or breaking) the fixed deposit
prematurely by paying a penalty.

The rate of interest for Fixed Deposits differs from bank to bank (unlike
earlier when the same were regulated by RBI and all banks used to have the same
interest rate structure. The present trends indicate that private sector and foreign
banks offer higher rate of interest. Usually a bank FD is paid in lump sum on the
date of maturity. However, most of the banks have also facility to pay/ credit interest
in saving account at the end of every quarter. If one desires to get interest paid every
month, then the interest paid will be at a marginal discounted rate. In the changed
computerized environment, now the Interest payable on Fixed Deposit can also be
easily transferred on due dates to Savings Bank or Current Account of the customer.
These schemes are as;
Dhansagar Deposit Scheme :
Any Indian resident can invested in Dhansagar Deposit Scheme. This scheme
is not applicable minimum and maximum lock in period. The nomination and
loan facility is available in Dhansagar Deposit Scheme. T.D.S. is applicable as
per norms. The limit of Rs. 10,000 in financial year for tax deduction at source
application in respect of deposits with all the branches taken together.

10
• Shubhankar Deposit Scheme :
Any tax payer or individual can invested in
Shubhankar Deposit Scheme. This scheme is applicable minimum 5 years lock
period. This scheme T.D.S. is applicable as per present norms.
The benefits of SDS are as follows;
1) Tax deduction u/s 80-c of income tax.
2) Investment up to Rs. 1.5 lacs.
3) Quarterly interest payment facility available.
4) Average yield more than 9.75% (approximately).
5) With quarterly interest payment option 10% p.a.

• Kansanchay Deposit Scheme :

Any Indian resident can invested in
Kansanchay Deposit Scheme. This scheme minimum and maximum lock in
period is not applicable. Nomination and loan facility is available in this
scheme.
The benefits of KDS are as follows;
1) Small saving.
2) Very useful for small businessman for Rs. 20 daily deposit scheme.
3) Rs.10, 000 loans available under easy loan scheme.

• Arthvruddhi Deposit Scheme Auto Renewal Scheme :

Any Indian resident can invested in Arthvrudhi
Deposit Scheme. Minimum and maximum lock in period is not applicable.
This scheme nomination and loan facility is available. T.D.S. is applicable in
this scheme. The benefit of ADS is customer need not to come in the bank for
every renewal.
• Fix Deposit Scheme Monthly / Quarterly / Half Yearly / Yearly Deposit
Scheme :
Any Indian resident can invest. Premature
withdrawal is allowed. Penal interest is applicable.
Benefits:
1) Loan facility available.

11
 2) Interest amount credited to their respective account periodically.
3) T.D.S. will not applicable for shareholder.

• Sahabhag:
1. Any individual, Society,HUF, Club,School, Partnership Firms,Private Limited
and Limited Company, etc.can invest.
2. Minimum lock in period – 5 years and 6 months
3. Investment: Minimum of Rs. 50,000 and thereafter in multiples of Rs.
10,000/- each
4. Premature Withdrawal : Not Allowed

B) RETAIL LOANS :

1) Housing :
Schemes SukhVastu SwapnaVastu SwapnaPoorti
Purpose For purchase of For purchase of new For purchase of new
new Flat / Flat / Bungalow. Flat / Bungalow.
Bungalow. Construction of own Construction of own
Construction of house. house.
own house.
Eligibility Any individual, Any individual, Any individual,
Businessman, Businessman, Businessman,
professional, self professional, self professional, self
employed or employed or Salaried employer or Salaried
Salaried person. person. person.
Margin 20% for first 20% for first 20% for new
purchase of a Flat purchase of a Flat / dwelling.
/ House in new House in new
building. building.
25% for purchase 25% for purchase of 25% for resale
of a Flat / House a Flat / House under dwelling.
under resale, in a resale, in a building
building not older not older than 10
than 10 years. years.

12
 25% for purchase 25% for purchase of
of Flat / House, Flat / House, under
under resale in a resale in a building
building older older than 10 years.
than 10 years, but
not older than 30
years.
No advance to be No advance to be No advance to be
sanctioned for sanctioned for sanctioned for
purchase of Flat / purchase of Flat / purchase of flat in a
House in a House in a building building older than
building older older than 30 years. 30 years.
than 30 years.
Loan Limit Up to Rs. 25.00 Above Rs. 25.00 to Above Rs.50.00 Lacs
Lacs per Rs. 50.00 Lacs per to 70 Lacs
beneficiery of a beneficiary of a
Eligible loan amount
dwelling unit. dwelling unit.
will be calculated
Eligible loan Eligible loan amount based on Agreement
amount will be will be calculated Cost plus insurance
calculated based based on Agreement premium by
on Agreement Cost plus insurance maintaining
Cost plus premium by stipulated margin.
insurance maintaining
premium by stipulated margin.
maintaining
stipulated margin.
Prime: Prime: Prime:
Dwelling unit to Dwelling unit to be Dwelling unit to be
be purchased / purchased / purchased /
constructed out of constructed out of constructed out of
bank finance. bank finance. bank finance.

13
 Collateral: Collateral: Collateral:
Assignment of Assignment of Single Liquid Security in the
Single Premium Premium Term form of Term Deposit
Term Insurance Insurance Policy on of our Bank
Policy on the life the life of the equivalent to 10% of
of the proponent/s proponent/s - sum the loan amount
- sum assured assured should be sanctioned.
should be equivalent to the loan Assignment of Single
equivalent to the amount sanctioned Premium Term
loan amount with term should a Insurance Policy on
sanctioned with least minimum up to the life of the
term of policy the repayment proponent/s - sum
should at least the period. If the loan assured should be
minimum up to amount is more than equivalent to the loan
the repayment Rs. 25.00 Lacs then amount sanctioned
period. Liquid Security in with term should a
the form of Term least minimum up to
Deposit of our Bank the repayment period.
equivalent to 10% of
the loan amount
sanctioned.
Guarantors Minimum one Minimum one Minimum one
acceptable to acceptable to Bank. acceptable to Bank.
Bank.
Interest 9.50% p.a. 9.75% p.a. 9.95% p.a.
Rates
Repayment 20 Years 20 Years maximum.* 20 Years maximum.
Period maximum.*

14
2) Housing Plus :
Scheme Housing Plus
Facility Term Loan
Purpose For any personal expenditure like expenses for
renovation of the house, medical expenses,
marriage expenses or expenses for any family
function etc.

Eligibility All those individuals, including joint owners

who have availed Housing Loan from our
bank.
Margin Maximum permissible limit will be 70% of the
residual value of the house property.
Security The house property for which existing housing
loan is availed.
Guarantors Minimum one acceptable to bank.

Interest 11.50% per annum.

Rates
Repayment 7 years extendable to 10 years.
Period

• Education Loan Scheme:

Purpose : Foer higher education in India or abroad this personal loan can be
availed.
Eligibility: Student + Parents / guardian as co-applicants
Quantum of Loan: The maximum amount of loan that is granted for studies in
India is Rs. 10 lakhs, and for studies abroad it is Rs.20 lakhs.
Rate of Interest : The rate of interest is 10.5% for loans up to Rs.5 lakhs,11% for
loans brtween Rs.5lakhs to Rs.10 lakhs and 11.5% for loans above Rs. 10 lakhs.
There is a concession of 0.5% for girls.

15
 Margin :There is amargin of 10%.
Repayment: Maximum 7 years including- moratorium period (Duration of course
+6 months).
Security and Guarantee: Minimum two guarantors satisfactory to the bank are
needed. For loans above Rs.5 lakhs tangible security is required.

4)Vehicle loan :

Dombivli NagariSahakari Bank Ltd. Was established on 6th September 1970 in

Dombivli town with a population of 2 to 3lakhs only at that time. The “Scheduled
Bank” status was conferred upon Dombilvli Bank by Reserve Bank of India in 1996.

The bank which is now known as “Dombivli Bank” has opened its branches at
Kulgaon (Badlapur), Ambernath, Shahapur, Bhiwandi, Titwala, and in most rural and
backward area like Talasari. The bank has wide spread customer base and also a huge
number of (about 6,601) shareholders.

Purpose: This loan finances the purchase of new two- wheeler / old two-wheeler.
Eligibility: Any individual with sufficient repayment capacity can avail this loan.
Quantum of Loan: The maximum amount of loan that is granted is Rs. 1 lakh.
Rate of Interest: The rate of interest for this personal loan is 11% per annum.
Margin: There is no margin for loans of amount up to Rs. 50,000/- .There is a margin
of 10% for loans of amount above Rs.50,000/-.
Repayment: The maximum repayment period of the loan is 60 months.
Security & Guarantee: One guarantor of good means acceptable to the bank is
required. Hypothecation of the vehicle to be acquired through bank finance is taken as
security.

• Safar Vehicle Loan Scheme(Four wheeler for Personal use)

• Vehicle Loan for 2 Wheeler

Name of the scheme Safar Vehicle Loan Vehicle Loan for 2

Scheme Wheeler

16
Purpose For purchase of New /Old For purchase of New
(second hand 4 wheeler Vehicle.
vehicle)

Eligibility Any Individual. Any Individual.

Margin -New Vehicle: Nil – up to Rs.50,000/-

and 20% p.a. above
Up to 20 lakhs :Nil
Rs.50,000/-
Above 2 lakhs :10% of road
price (i.e. the cost of
vehicle +RTO Registration
+Tax +Insurance).

-2ndvehicle: 50% (If

aggregate price is less than
valuation then 50% of the
Agreement price).

Repayment schedule Maximum 60 months (New Up to 60 months.

Vehicle )

2nd Hand Vehicles (50% of

the life or vehicle as
estimated by the
empanelled value or 60
months whichever is less).

Guarantors Minimum one acceptable to One guarantors of good

the bank. means acceptable to the
bank.

17
Security Prime-Hypothecation of Prime-Hypothecation of
new /second hand vehicle new/ second hand vehicle
(as the case may be).
Collateral-For sanctioning
of vehicle loan above Collateral- For
Rs.20lakh,collateral sanctioning of vehicle loan
security equivalent to50% above Rs.20 lakhs ,
of loan amount. collateral security
equivalent to 50% of loan
amount).

5] Pleasure Travel :

Scheme "Pleasure Travel" Loan Scheme

Purpose To meet the expenditure of traveling in India or
Abroad.
Eligibility Permanent employee of reputed companies or
Government or Semi Government organizations
OR Professionals OR Businessman having
good repayment capacity with requisite income
proof to ascertain the repayment capacity.
Margin Nil
Repayment Schedule 24 months maximum.

Guarantors One Guarantor.

Security Group Insurance in the name of borrower

equivalent to loan amount.
Interest Rates • 14% for Salaried People.
• 14.50% for Others.

18
 6) Gold Loan :

Eligibility : Any Individual.

Loan Limit :
- Need Based
- Rs.16,000/- per 10 gms of pure gold OR
70 % of valuation whichever less.
Repayment Schedule :12 months
Gurantors :Nil
Security : Pledge of Gold Ornaments
Repayment :
-Gold Loan upto Rs.2 lacs with bullet repayment option.
-Gold Loan above Rs. 2 lacs , with EMI , based on calculate repayment
capacity of the applicant.

SuvarnaTaaran - Pledge of gold and gold orname

7) Personal loan:

Purpose of DNS Bank Personal Loans :

DNS Bank extends four types of personal loans as listed below:

1. Utsav Loan Scheme: The purpose of Utsav Loan Scheme is to extend

finance for the purchase of refrigerators, televisions and two-wheelers
besides any other durable items
2. Suvidha Loan Scheme: The purpose of Suvidha Loan Scheme is to provide
finance for repayment of debts, tourism, medical expenses and any other
purpose which receives approval from DNS Bank
3. Mortgage Loan Scheme: The purpose of mortgage loan scheme is to extend
finance for the purchase of any durable articles, education, business and
medical expenses among others
4. Advances against Shares: The purpose of advances against shares is to
provide finance to meet any kind of personal requirements and contingencies
5. Eligibility criteria for availing DNS Bank Personal Loan

19
 DNS Bank offers personal loans to the following:

• Utsav Loan Scheme: Salaried individuals and self-professionals

• Suvidha Loan Scheme: Eligible individuals
• Mortgage Loan Scheme: Eligible individuals
• Advances against shares: Individuals (single or joint name), companies’ demat
shares

Features and benefits of DNS Bank Personal Loan :

The features and benefits of DNS Bank personal loans are listed in the table below:

Name of Maximum Repayment Margin Guarantors Security

the loan Loan Period
scheme Amount

Ustav Nil –up to Hypothecation

Loan
Rs. 1 lakh 36 months Rs. 5000 Of article/
Scheme
item
10% - Two
Bought by
Above
customer
RS.5000

Suvidha Borrowers
Loan
Rs. 5 lakhs 60 months _ Two Should take
Scheme
Group

Insurance

Equal to the

Loan amount

Mortgage Depends 50% of

Loan on a case
84 months Value of

20
 Scheme to case Commercial Property
basis
Property; Should be

Two

40% of mortgage

Value of

Residential

flat

Advances 50% of
against
Rs. 5lakhs 12 months Market
shares
Value

(average of Not shares

High +low required

Of 52

weeks

• DNS Bank gives loans for a wide variety of purposes from consumer durable items
and medical expenses to education needs and repayment of old debts. The four
different types of loan schemes, therefore, cover any possible financial requirement
which may arise in the life of an individual.
• The repayment period ranges from a minimum of 12 months to a maximum of 60
months based on the type of loan taken by a customer.
• Customers who have specific business needs can avail of mortgage loan scheme and
advances against shares which provided the required finance

Documents required for DNS Bank Personal Loans

• Hypothecation documents
• Residence proof (photocopy of ration card, telephone bill, electricity bill)

21
• IT Returns of last two years
• Bank statements
• Passport photographs
• Any other document as requested by DNS Bank

8) Aakanksha Loan Scheme :

"Aakanksha" - Loan scheme of two and four wheeler passenger cars for personal use
and purchase of consumer durables.
- Valid upto 31.03.2015.

• For Four Wheeler

• For Two Wheeler

Rate OF Interest : (For Two and Four Wheeler Vehicles)

UptoRs. 25.00 lacs Upto 36 months @ 10.00%
p.a.
UptoRs. 25.00 lacs Upto 60 months @ 10.50%
p.a.
Above Rs. 25.00 lacs Upto 36 months @ 11.00%
p.a.
Above Rs. 25.00 lacs Upto 60 months @ 11.50%
p.a.

C) CORPORATE LOANS :

1) Multipurpose-samrudhi :

• SamrudhiYojana
• Small & Micro Enterprises (SMEs) :

For a business on the growth phase with a wide range of opportunities to explore,
timely -availability of credit is essential to scale new heights. At DNS Bank we see
ourselves as partners to Clients business, enabling them to focus on their business
needs.

22
Finance can be availed to:

-For Purchase of Factory Premises

-For Purchase of Machinery

-Working Capital

-Revamp / Replacement of Machinery

-Various options are available for interest and capital subsidy.

2 ) Yashwanth - Loan Scheme for Professionals:

-This scheme is open for all Professionals from various fields.

-Medical Practioners, Dentists.

-Chartered Accountants / Cost Accountant / Tax Consultants.

-Architects / Interior Decorators.

-Consulting Engineers / Surveyors.

-Management Consultants / Software Professionals.

-Fashion Designers.

D) FLEXI ADVANCES :

Schemes Flexi Loan Flexi Overdraft

Facility Term Loan Business Overdraft
Purpose To meet the day to day expenses
&/or working capital needs of the
• For any bonafide
business.
business expenditure
like expenditure for
acquisition of assets.

23
 • For any personal
expenditure like
medical expenses,
marriage expenses or
expenses for any family
function etc.
• For purchase of land for
industrial purpose.

Eligibility Any Individual, Business Any Individual, Business entity,

entity, Professional, Professional,
Self employed or Salaried Self employed.
person.
Margin 30% of the market value of the 35 % of the market value of the
property. property.
Security Mortgage of landed property Mortgage of landed property like
like residential flat, bungalow, residential flat, bungalow, shop
shop etc. owned by the etc. owned by the applicant or a
applicant or a third party. third party.
Loan Limit 70% of the market value of the The limit will be subject to a
property as certified by our ceiling of 20% of projected
bank's empanelled value. turnover or 65% of the market
value of the property as certified
by our bank's empanelled value
whichever is lower.
Interest • Individuals: 11.50%
Rates p.a.
• Individuals: 11.50% p.a.
• Small and Micro units: • Small and Micro units:
13.50% p.a. 13.75% p.a.
• Others: 14.50% p.a. • Others: 14.75% p.a.

24
 Repayment 7 years extendable to 10 years. Renewable after every 12 months.
Period
Guarantor The mortage loan will be The mortage loan will be secured
secured by a personal guarantor by a personal guarantor of a
of a person of good net worth person of good net worth and
and income acceptable to the income acceptable to the bank..
bank.

E) Debit Card:

Registration is mandatory requirement to make online purchases using your

Dombivali Nagarik Sahakari Bank Rupay Debit card. For your security we have
enabled online purchases only for those merchants who subscribes to Verified by Pa y
Secure of NPCI. This is to ensure that you can authenticate yourself at the time of
purchases by entering Pin for your RuPay Debit card and no one else can misuse your
Dombivali Nagarik Sahakari Bank Rupay Debit cards..

Our DNS Bank offers RuPay Debit Card and the Card would be accepted on over one
lakh ATMs of NFS Members Banks in the Country and would be accepted on Point
of Sale (POS) and Internet. The Bank also able to provide customers anytime,
anywhere, payment systems services which are simple, easy to use, safe, secure, fast
and also cost effective version with introduction of Rupay Debit Card.

SERVICES:

1) RTGS :
Customers can transfer funds above Rs. 2,00,000 to any bank account in India on
same day. The acronym 'RTGS' stands for Real Time Gross Settlement, which can
be defined as the continuous (real-time) settlement of funds transfers individually
on an order by order basis (without netting). 'Real Time' means the processing of
instructions at the time they are received rather than at some later time. 'Gross
Settlement' means the settlement of funds transfer instructions occurs individually
(on an instruction by instruction basis). Considering that the funds settlement
takes place in the books of the Reserve Bank of India, the payments are final and
irrevocable.

25
2)NEFT :
National Electronic Funds Transfer (NEFT) is a nation-wide payment system
facilitating one-to-one funds transfer. Under this Scheme, individuals, firms and
corporate can electronically transfer funds from any bank branch to any individual,
firm or corporate having an account with any other bank branch in the country
participating in the Scheme.

There is no limit for amount to be transferred. The funds are transferred in ten batches
during the day

3)NECS :
Electronic Clearing Services allows customer to receive credit or send money
electronically instead of cheque. This System works parallel to cheque clearing with
local exchanges. RBI has introduced national ECS for banks that have implemented
CBS. Our Bank is offering that’s facility to all customers.
4)Bancassurance :

Dombivli Nagar iSahakari Bank Ltd. is always ahead in delivering the value added
services to customers of the bank.Bank is functioning as a Corporate Agent under
IRDA guidelines for Life and General Insurance.

-Life Insurance :

We are the corporate Agent for KOTAK MAHINDRA OLD MUTUAL LIFE
INSURANCE LTD. for Life Insurance Business. Being a corporate agent we offer
various life insurance products which are nicely designed according to the individual
needs to protect the uncertainties in life.

Under Bancassurance we offer Group Credit Life Insurance for various loans like
Housing, Personal and Educational loans. The policy covers the risk under group
policy issued in the name of the Bank. The cover is on reducing balance method. The
cover is available with single premium amount.

26
-General Insurance :

Bank is a corporate agent for BAJAJ ALLIANZ GENERAL INSURANCE CO.

LTD. under this tie-up we are offering various general insurance products like Fire
Insurance, Motor Insurance, Home insurance, Health insurance, Event Insurance etc.

-Mutual Fund :

A Mutual Fund is ideal portfolio for individual investor. The various funds offer a
diversified professionally managed portfolio.

Bank has a tie-up agreement with

Kotak Mahindra Mutual Fund

UTI Mutual Fund

Reliance Mutual Fund

DSP Black Rock Mutual Fund

5)Mobile and SMS Banking:

DNS Bank Ltd. in an attempt to fulfill the ever rising needs of banks customers has
launched SMS banking facility.SMS Banking brings Banking to your fingertips. With
SMS, you can perform a wide range of query based transactions from your mobile
phone. Also get alerts for transaction in account, Deposit Maturity and EMI Due's.

DNS is 1st Co-op. Bank to launch Mobile Banking Services in India. The Bank's
customers can send and receive funds on any day and any time as per their
convenience by using their mobile phones. Various bill payment, Mobile and DTH
Recharge facility is available in mobile banking.

27
 CHAPTER 2: RESEARCH METHODOLOGY

OBJECTIVES

• To know the customer satisfaction level and their perception regarding

Dombivli Nagari Sahakari Bank Bank.
• To know services offered by Dombivli Nagari Sahakari Bank Bank regarding
savings account
• To know the preference of customer regarding the extra services.
• To know the problems of customer regarding bank
• To know the different service provided by Dombivli Nagari Sahakari Bank bank

HYPOTHESIS

• H0 :Customers are satisfied with DNS Bank

• H1: Customers are not satisfied with DNS Bank

SCOPE OF THE STUDY

A study on customer satisfaction level regarding DNS bank is study of customer

satisfaction level regarding various services provided by the DNS bank. The DNS
bank provides various services to their customers. The purpose of this study is to
analyze the satisfaction level of the customer towards the services providing by the
DNS bank.

The research covers the customer opinion on banking services which will be helpful
for further development and growth of banking venture of DNS bank.

This research focuses on the level of customer satisfaction derived from banking
services of DNS Bank in DOMBIVLI EAST. 60 customers were selected

LIMITATIONS

• The research was carried out in a short period.

• Limited sample size of 60 respondents only
• The information given by the respondent might be biased some of them might not be
interested to give correct information.
• Some of the respondents were unwilling to share information.

28
Data Collection

1. Primary Data: The primary data was collected to measure the customer satisfaction and
their perception regarding DNS Bank. The primary data was collected by 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 consumer’s satisfaction

level can be measured and customers can enter his responses easily.

2. 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

60 customers were selected.

Sampling Unit

DOMBIVLI EAST

Sampling Technique

Convenient sampling.

29
 CHAPTER 3: LITERATURE REVIEW

Biswa N.Bhattacharya (1991) found out the reason for the poor quality of customer
service in banks. The result showed that more than fifty per cent of the customers who
made complaints cited inefficient service as the main cause. The delay in encashment
of cheque was the next reason for customer complaints. The study pointed out that
there was considerable delay in the service rendered which resulted in total
dissatisfaction among customers.

Ranganathan (1994) stated that there had been deterioration ratio in the services
offered by banks. He suggested that there should be an enquiry window in each bank
manned by a staff well-versed in banking routine and having abundant human
qualities. Training courses should be organized for the bank officials to train them in
matters relating to dealing with customer and development of customer relationship
and computerization of transactions should be done to render better services to the
customers.

Dilshath (1992) studied the extent of customer satisfaction with regard to the service
rendered by the nationalized banks. She found that customers were not satisfied at the
cash counter due to long time taken for drawing money. Customers were also
dissatisfied because certain services like investment advice and tax advice were not
given to them and borrowers.

Johnson (1995) in his study on the determinants of service quality, revealed that there
are some service quality determinants of internet banking, namely, satisfiers and
dissatisfies. The main sources of satisfaction are attentiveness, responsiveness, care
and friendliness. The main sources of dissatisfaction are integrity, reliability,
responsiveness, availability and functionality.

30
 CHAPTER 4: DATA ANLYSIS, INTERPRETATION AND
PRESENTATION

Age No. Of Respondent Percentage

16-20 19 32%
21-39 22 37%
40-59 14 23%
60 & above 5 8%

16-20 21-39 40-59 60 & above

8%
32%
23%

37%

As per above diagram 32%,37%,23%,8%,belongs to age of 16-20,21-39,40-59,60 &

above respectively

31
 Gender NO. Of respondent Percentage

Male 40 67%

Female 20 33%

Male Female

33%

67%

As per above diagram 67% are male and 33% are female respondents

32
 Occupation No. Of Respondent Percentage

Student 12 20%

service 41 68%

Business 2 3%

Retired 5 9%

Student service Business Retired

3%
9%
20%

68%

As per above diagram 20%,68%,3%,9% belongs to occupation of students, service,

business, retired respectively

33
 Annual Income No. Of Respondent Percentage

less than 1lakh 15 25%

1 to 5lakhs 31 51%

5 to 10lakhs 10 17%

Above 10 lakhs 4 7%

less than 1lakh 1 to 5lakhs 5 to 10lakhs Above 10 lakhs

7%
25%
17%

51%

As per above diagram 25%,51%,17%,7%belongs to annual income of less than

1lakh,1 to 5lakhs,5 to 10lakhs,above 10lakhs respectively

34
For past how many years are you using the bank service?

Years No. Of Respondent Percentage

2 years 15 25%

5 years 37 62%

more than 5years 8 13%

2 years 5 years more than 5years

13%
25%

62%

As per above diagram 25%people are using bank service for 2 Years, 62% people are using
services for 5 years and 13 % peoples are using services for more than 5 years.

35
Account opening procedure of DNS bank is?

No. Of Respondent Percentage

Easy & understandable 51 85%

Difficult & lengthy 9 15%

Not understandable 0 0%

Easy & understandable Difficult & lengthy Not understandable

0%

15%

85%

As per above diagram 85% peoples find the opening procedure of DNS bank
as easy and understandable, 15% find it difficult and lengthy and o% find it
not understandable

36
What kind of account do you maintain in this bank?

Types of account No. Of Respondent Percentage

Current account 4 7%

Saving account 51 85%

Loan account 4 7%

Demat account 1 1%

Any other 0 0%

Current account Saving account Loan account Demat account Any other
0%
1%

7% 7%

85%

As per above diagram 7% people maintain current account, 85% maintain

savings account, 7% have loan account, 1% have demat account and 0%
maintain any other account

37
Which of the following facilities given more important in your bank?

facilities No. Of Respondent Percentage

ATM facilities 52 87%

Overdraft facilities 4 6%

Loan facilities 4 7%

ATM facilities Overdraft facilities Loan facilities

7%
6%

87%

As per above diagram 87%people think that ATM facility is given more
importance, 6% think OD facility is given importance, 7% think loan facility
give importance

38
what you think of your bank comes first in your mind ?

No. Of Respondent Percentage

Personalised service 30 50%

Near to home 16 27%

Customer service 10 17%

Computerized banking 4 6%

Personalised service Near to home Customer service Computerized banking

6%
17%

50%

27%

As per above diagram 50% people think of personalised services when they
think of bank, 27% think of near to home, 17% think of customer service and
6% think of computerised banking

39
Do they charge unnecessarily for not maintaining minimum balance in your account?

No. Of Respondent Percentage

Yes 45 75%

No 15 25%

Yes No

25%

75%

As per above diagram 75% people think that there bank unnecessarily charge
for maintaining minimum balance in account while 25% do not think that their
bank unnecessarily charge for minimum balance

40
Do you think your bank offers competitive interest rate?

No. Of Respondent Percentage

Yes 10 17%

No 50 83%

Yes No

17%

83%

As per above diagram 17% think that their bank offers competitive interest
rate while 83% do not think so.

41
Do you use the service of alternative bank?

No. Of Respondent Percentage

Yes 50

No 10

Yes No

17%

83%

As per above diagram 83% people use alternative bank service, 17% do not
use alternative bank service

42
If yes, which bank you prefer in future?

No. Of Respondent Percentage

DNS bank 25 42%

Other 35 58%

DNS bank Other

42%

58%

As per above diagram 42% people prefer DNS bank in future while 58% people
prefer other bank

43
Which service you get from bank?

Services No. Of Respondent Percentage

Online banking 12 20%

Mobile banking 6 10%

Credit card 2 3%

ATM 40 67%

Telephone banking other 0 0%

Online banking Mobile banking Credit card ATM Telephone banking other

0%

20%

10%

3%
67%

As per above diagram 20% people get online bank service from bank, 10% get mobile
banking service,3% get credit card service,67% get ATM services and 20%
Telephone banking services

44
Which service you used mostly?

No. Of Respondent Percentag

RTGS 3 5%

NEFT 3 5%

M-banking 2 3%

Online baning 12 20%

NECS 0 0%

ATM 40 67%

RTGS NEFT M-banking Online banking NECS ATM

3%
5% 5%

20%

67%

0%

As per above diagram 5% used RTGS service the most, 5% use NEFT service the
most, 3% M-,banking service, 20% use online banking service, 0% use NECS service
and 67% use ATM service the most.

45
Are you using online banking?

No. Of Respondent Percentage

Yes 45 75%

No 15 25%

Yes No

25%

75%

As per above diagram 75% use online banking and 25% do not use online banking

46
If yes, then you are getting benefit from the online banking?

No. Of Respondent Percentage

Yes 40 90%

No 5 10%

Yes No

10%

90%

As per above diagram 90% get online banking benefit and 10% do not get
online banking benefit

47
Do you think website of Bank is updated?

No. Of Respondent Percentage

Yes 45 100%

No 0 0%

Yes No

0%

100%

As per above diagram 100% think that their bank website is not updated while
0% think that it is updated

48
Is your bank have a transaction tracking system?

No. Of Respondent Percentage

Yes 0 0%

No 54 100%

Ye No

0%

100%

As per above diagram 100% people claim that their bank do not have transaction
tracking system and 0% think that they have transaction tracking system

49
What is the reason for selecting this bank?

No. Of Respondent Percentage

Good brand 5 9%

Good service 5 8%

others reference 44 73%

Other 6 10%

Good brand Good service others reference other

10% 9%
8%

73%

As per above diagram 9% people select DNS bank for good brand, 8% select it for
good services, 73% choose DNS bank because of reference and 10% have other
reason for selecting DNS bank

50
 Do you face any grievance with bank?

No. Of Respondent Percentage

Yes 25 42%

No 35 58%

Yes No

42%

58%

As per above diagram, 42% people face grievance with bank and 58% do not face any
grievance with bank.

51
If yes, which?

No. Of Respondent Percentage

Wrong interest rate charge 15 60%

Wrong transaction entry 4 16%

Wrong deduction of 6 24%

amount

Any other 0 0%

Wrong interest rate charge Wrong transaction entry

Wrong deduction of amount Any other

0%

24%

16% 60%

As per above diagram 60% face problem with charging wrong interest rate, 16% face
problem with wrong transaction entry, 24% face problem with wrong deduction of
amount and 0% face any other problem

52
Do you get satisfactory solution for your grievance?

No. Of Respondent Percentage

Yes 25 100%

No 0 0%

Yes
No

As per above diagram 100% people get satisfactory solution for their grievance and
0% do not get satisfactory solution

53
 CHAPTER 5: CONCLUSION AND SUGGESTIONS

There are various customers who are satisfied and not satisfied as well with the DNS
bank. The customers are aware about the bank's services but the bank should try to
create more awareness among people. DNS bank should focus more on advertisement
,both in print as well as in other media for this purpose. The bank website should be
updated. Bank should also focus on satisfying customer's needs by providing
appropriate services and try to solve the problem with appropriate solution. Many
times they should be focusing on retaining the relationship with customer in order to
satisfy there need

WEBLIOGRAPHY

https://www.dnsbank.in/

https://www.bankexamstoday.com/2014/12/types-of-bank-accounts.html

https://www.google.com/search?q=dns+bank&rlz=1C1CHBD_enIN777IN777&source=lnms&
tbm=isch&sa=X&ved=0ahUKEwjmx9rlgarhAhUzg-YKHff7CFkQ_AUIECgD&biw=1366&bih=625

https://www.google.com/forms/about/

54
 APPENDIX

1. Name :-_____________________
2. Age:- □ 16-20 □ 21-39 □ 40-59 □ 60 & above
3. Gender:- Male/Female Date of birth:-__/__/__
4. Occupation:- □ Student □ service □ Business □ Retired
5. Annual Income:- □ less than 1lakh □ 1 to 5lakhs □ 5 to 10lakhs □ above
10lakhs
6. For past how many years are you using the bank service?
□ 2years □ 5 years □ more than 5years
7. Account opening procedure of DNS bank is?
□ Easy & understandable □ Difficult & lengthy □ Not understandable
8. What kind of account do you maintain in this bank?
□ Current account □ Saving account
□ Loan account □ Demat account
□ Any other
9. Which of the following facilities given more important in your bank?
□Loan facilities□ Overdraft facilities
□ ATM facilities
10. what you think of your bank comes first in your mind ?
□ Personalized service □ Near to home
□Customer service□ Computerized banking
11. Do they charge unnecessarily for not maintaining minimum balance in your
account?
□Yes□ No
12. Do you think your bank offers competitive interest rate?
□Yes □No
13. Do you use the service of alternative bank?
□Yes □No
14. If yes, which bank you prefer in future?
□DNSB □Other

55
15. Which service you get from bank?
□Online banking □Mobile banking
□Credit card □ATM
□Telephone banking other
16. Which service you used mostly?
□ RTGS □ NEFT
□ M-Banking □ Online banking
□ NECS □ATM
17. Are you using online banking?
□Yes □No
18. If yes, then you are getting benefit from the online banking?
□Yes □No
19. Do you think website of Bank is updated?
□Yes □No
20. Is your bank have a transaction tracking system?
□Yes □No
21. What is the reason for selecting this bank?
□Good brand □Good service
□others reference □other (specify)
22. Do you face any grievance with bank?
□Yes □No
23. If yes, which?
□Wrong interest rate charge
□Wrong transaction entry
□Wrong deduction of amount
□Any other (specify)
24. Do you get satisfactory solution for your grievance?
□Yes □No

56