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CUSTOMER SATISFACTION IN THIRD PARTY PRODUCTS OF J&K BANK

Submitted byNITAN NARAN!R"N#$ % ' MBA()

F#* +,+demi, -e--i#./0(($0(%%1

MIETMODEL INSTITUTE OF ENGINEERING AND

TECHNOLOGY

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CERTIFICATE

It is certify that Mr.NITAN NARANG studyi ! i M"A#$ rd se%& u der M'de(I stitute Of E !i eeri ! a d Tech '('!y had c'%)(eted his )r'*ect re)'rt ' thet')ic +cust'%er satisfacti' i third )arty )r'ducts 'f ,a%%u a d -ash%ir "a /&F.S De)art%e t& Rai( Head C'%)(e0& 1' a( Office ,a%%u u der %y!uida ce a d su)er2isi' duri ! the acade%ic year 3454#3455. T' the 6est 'f %y'7(ed!e the 7'r d' e 6y the stude t is 'ri!i a( a d 7i(( 6e 'f 2a(ua6(e s'urces

f'r the sch'(ars a d 'r!a isati' 86a s the ad2a ce research 7'r i the fie(d u der refere ce.

Mrs.Susha% Shar%a 1' a( C''rdi at'r

FS De)art%e t

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DEC2ARATION

I here6y dec(are that the )r'*ect re)'rt 'f the t')ic +CUSTOMER SATISFACTIONIN THIRD 9ARTY 9RODUCTS OF ,:- "AN-/ i ,a%%u city c'%)(eted a dsu6%itted u der the !uida ce a d su)er2isi' 'f Mrs. SUSHAM SHARMA ;FSDe)art%e t< is %y 'ri!i a( 7'r .

The )re)arati' 'f the )r'*ect re)'rt is 6ased ' %y )ers' a( fi di !s& se2era( 2isitsa d i teracti' 7ith the 'fficia(s& e%)('yees& cust'%ers& c' su(tati' s 7ith thee%i e t sch'(ars. Further study 7as a(s' assisted 6y )u6(ished a d u )u6(ished%ateria( a d sec' dary s'urces.

Na%e 'f stude t= NITAN NARANG

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ACKNO32ED!EMENTS

N' 9r'*ect 7'r is carried i 2acuu%. 9r'*ect 7'r is e2er the 7'r 'f ai di2idua(. Ma y )ers' s c' tri6uted t' the de2e(')%e t 'f %y )r'*ect re)'rt.E2ery' e 7as 7ith their ideas& su!!esti' s : c' tri6uti' s that rea((y he()ed %e i%a i ! a easy& c(ear & (i%ited a d syste%atic )r'*ect re)'rt.

First 'f a(( I e0)ress %y re!ards t' %y fa%i(y 7h' are a(7ays there t' su))'rt a de c'ura!e %e. They )r'2ided a c' !e ia( at%'s)here f'r %y 7'r . I c'u(d 't ha2e aacc'%)(ished a(( that 7as e0)ected 7ith'ut that s)ecia( )atie ce a d u dersta di !that ' (y a fa%i(y ca !i2e..

A heartfe(t tha is a(s' e0te ded t' the i char!e %ar eti ! Mrs. Susha% Shar%a a dMr. R'hit f'r their 2a(ua6(e !uida ce f'r the )r'*ect 7hich he() %e i %a i ! this

)r'*ect 7'r as a success.

Last 6ut 't (east& I 7a t t' tha a(( th'se cust'%ers 'f ,:- "a Ltd. 7h' si cere(yfi((ed i the >uesti' aires.

NITAN NARANG

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CONTENTS

%" Me+.i.4 #5 Cu-t#me* S+ti-5+,ti#.

0" I.t*#du,ti#. "

i. Hist'ry 'f , & - "a ii. G'2t. O7 ershi)#a ad2a ta!e

iii. Missi' 'f the "a iv. ?isi'v. C'%)a y 9r'fi(e

vi. Features

6" B#+*d #5 Di*e,t#*-

'" T7i*d P+*ty P*#du,t- #5 J & 8 b+.8

i. I sura ce Ser2icesii. Mutua( Fu d Ser2ices

iii. 9'i t 'f Sa(e Ser2icei2. Card Ser2ices

" Ob9e,ti:e- #5 -tudy

;" S,#u-i#.

%%"@ue-ti#..+i*e

%0"Bib>i#4*+

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MEANIN! OF CUSTOMER SATISFACTION

+SATISFACTION is a )ers' @s fee(i !s 'f )(easure 'r disa))'i t%e tresu(ti ! fr'% c'%)ari ! a )r'duct@s )ercei2ed )erf'r%a ce 'r'utc'%eB i re(ati' t' his 'r her e0)ectati' s/

As this defi iti' %a es c(ear& Satisfacti' is a fu cti' 'f )ercei2ed )erf'r%a ce :e0)ectati' s. If the )erf'r%a ce fa((s sh'rt 'fe0)ectati' & the cust'%er is dissatisfied. If the )erf'r%a ce %atchesthe e0)ectati' & the cust'%er is hi!h(y satisfied 'r de(i!hted.

Ma y c'%)a ies are ai%i ! f'r hi!h satisfacti' 6ecause cust'%ers7h' are *ust satisfied sti(( fi d it easy t' s7itch 7he a 6etter 'fferc'%es a(' !. Th'se 7h' are hi!h(y satisfied are %uch (ess ready t's7itch. Hi!h satisfacti' 'r de(i!ht creates a e%'ti' a( 6' d 7ith the

6ra d& 't *ust a rati' a( )refere ce.The resu(t is hi!h cust'%er ('ya(ty.er'0@s se i'r %a a!e%e t 6e(ie2es that a 2ery satisfied 'r de(i!htedcust'%er is 7'rth 54 ti%es as %uch t' the c'%)a y as a satisfiedcust'%er. A 2ery satisfied cust'%er is (i e(y t' stay 7ith er'0 %a y%'re years : 6uy %'re tha a satisfied cust'%er 7i((.

H'7 d' 6uyers f'r% their e0)ectati' s Fr'% )ast 6uyi ! e0)erie ce&frie ds : ass'ciates@& ad2ice& : %ar eters@ :c'%)etit'rs@ i f'r%ati': )r'%ises. If %ar eters raise e0)ectati' s t'' hi!h& the 6uyer is(i e(y t' 6e disa))'i ted. F'r e0a%)(e&H'(iday I ra a ca%)ai! afe7 years a!' ca((ed +N' sur)rises/.Yet h'te( !uests sti(( e c'u tered ah'st 'f )r'6(e%s : H'(iday I had t' 7ithdra7 the ca%)ai! .H'7e2er& if the c'%)a y sets e0)ectati' s t'' ('7& it 7' @t attracte 'u!h 6uyers a(th'u!h it 7i(( satisfy th'se 7h' d' 6uyB.

S'%e 'f t'day@s %'st successfu( c'%)a ies are raisi ! e0)ectati' :de(i2eri ! )erf'r%a ces t' %atch these e0)ectati' . These c'%)a iesare ai%i ! f'r TCS#t'ta( cust'%er satisfacti' . er'0& f'r

e0a%)(e&!uartees +t'ta( satisfacti' / :7i(( re)(ace at its e0)e se a ydissatisfied cust'%er@s e>ui)%e t 7ithi a )eri'd 'f $ years after )urchase.The ey t' !e erati ! hi!h cust'%er ('ya(ty is t' de(i2er hi!hcust'%er 2a(ue. T'day 2ari'us i ds 'f t''(s are used f'r trac i ! :%easuri ! cust'%er satisficati' . These are=

5B COM9LAINT SUGGESTION SYSTEMS

A cust'%er#ce tered 'r!a i ati' %a es it easy f'r its cust'%er t'de(i2er su!!esti' : c'%)(ai ts. S'%e c'%)a ies )r'2ide f'r%s t'cust'%ers t' re)'rt (i es : dis(i es. Others esta6(ish h't 7ith t'((#freeu%6er. C'%)a ies are a(s' addi ! 7e6 )a!es : e#%ai( t' faci(itate

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t7'#7ay c'%%u icati' s. These i f'r%ati' f('7s )r'2ide c'%)a ies7ith %a y !''d ideas :e a6(e the% t' act >uic (y t' res'(2e

)r'6(e%s.

3B CUSTOMER SATISFACTION SUR?EYS=

Studies sh'7 that a(th'u!h cust'%ers are& dissatisfied 7ith ' e 'ut 'f e2ery f'urs )urchases& (ess tha 'f dissatisfied cust'%er 7i((c'%)(ai . M'st cust'%er 7i(( 6uy (ess 'r s7itch su))(iers. C'%)(ai t(e2e(s are thus 't a !''d %easure 'f cust'%er satisfacti' direct(y 6yc' ducti ! )eri'dic sur2eys. They se d >uesti' aires 'r %a ete(e)h' e ca((s t' a ra d'% sa%)(e 'f rece t cust'%er. They a(s's'(icit cust'%er 2ie7s ' their c'%)etit'rs )erf'r%a ces.

$B GHOST SHO99ING =

C'%)a ies ca hire )ers' s t' )'se a )'te tia( cust'%ers t' re)'rt 'str' ! : 7ea )'i ts e0)erie ced i 6uyi ! the c'%)a y@s :c'%)etit'rs )r'ducts a d ser2ices. They ca a(s' test 7hether c'%)a y@s )ers' e( ca ha d(e 2ari'us situti' s 7e((. A 2aria t 'f this is f'r %a a!ers t' )h' e their '7 'r!a i ati' 7ith >uesti' sa d c'%)(ai ts t' see h'7 the ca((s are ha d(ed.

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Differe t defi iti' s ha2e 6ee !i2e f'r C' su%er "eha2i'ur 7hich are=

5B It is + the )r'cess 7here6y i di2idua( decide 7hether & 7hat & 7he &7here & h'7 a d fr'% 7h'% )urchase !''ds a d ser2ices./

# 9r'fess'r a(ter C.G : 9r'fess'r 9au( G. .

3B C' su%er 6eha2i'ur is +the 6eha2i'ur that c' su%ers dis)(ay isearchi ! f'r & )urchasi ! & usi ! & e2a(uati ! a d dis)'si ! 'ff

)r'ducts a d ser2ices that they e0)ect 7i(( satisfy their eeds./

# Schifft a : -a u .

$B C' su%er 6eha2i'ur is defi ed as +a(( )sych'('!ica(& s'cia( :

)hysica( 6eha2i'ur 'f )'te tia( cust'%ers as they 6ec'%e a7are 'fe2a(uate )urchase& c' su%e : te(( 'thers a6'ut )r'ducts : ser2ices./

# e6ster.

B +The study 'f c' su%er 6eha2i'ur i %'st )art is the study 'f c' su%er 6uyi ! the actua( c' ce)ti' ./

# 9r'fess'r A(ders' .

S'& it is ecessary ' the )art 'f the c'%)a y t' u dersta d c' su%er 6eha2i'ur f'r the sur2i2a( 'f 'r!a i ati' i )rese t ti%e. C' su%ersh'u(d 6e the f'cus 'f %ar eti ! eff'rts.

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"a 'f I dia R"IB. As the years )assed ' & the 6a started achie2i ! %'re a d%'re success. T'day& it 6'asts 'f %'re tha 44 6ra ches acr'ss the c'u try. It 7as

' (y rece t(y that ,a%%u a d -ash%ir "a 6eca%e a 6i((i' d'((ar c'%)a y.G'2er ed 6y the C'%)a ies Act a d "a i ! Re!u(ati' Act 'f I dia& it is re!u(ated 6y R"I a d SE"I. It fi ds a (isti ! ' the Nati' a( St'c E0cha !e NSEB a d"'%6ay St'c E0cha !e "SEB as 7e((.

!O ERNMENT O3NERSHIP AN AD ANTA!E

, & - "a has a u i>ue c'%)etiti2e ad2a ta!e ste%%i ! fr'% its !'2er %e t'7 ershi)& access t' ('7 c'st 'f fu ds& the 6a ers are a(s' 6ui(di ! the !''d 7i(( 'f the 6a . Thus he()i ! the 6a t' %'2e f'r7ard.

MISSION OF THE BANK

Missi' ha2e 6ee set t' re%ai a fi a cia((y str' !& !r'7th 'rie ted a d )r'fita6(e 6y 6ri !i ! %ai f'cus t'7ards )r'2idi ! c' 2e ie t& re(ia6(e& c'st effecti2e a d )ers' a(i ed ser2ices t' cust'%ers a d !('6a((y c'%)etiti2e a d f'ray 7ith the

6usi ess 'f 6a i !. The '6*ecti2es 'f 6a i ! )r'2ide Q2a(ue %a0i%i ati' @ t' a(( itsshare h'(ders i.e. its cust'%ers a d e%)('yees.

ISION

The 2isi' 'f the , & - 6a is t' 6e fi a cia((y s'u d& )r'fita6(e a d tech '('!ica( 6a c'%%itted t' 6a i ! a d %a0i%i ati' sustai a6(e 2a(ue f'r its share h'(ders&cust'%ers a d e%)('yees.

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COMPANY S PROFI2E

I c'r)'rated i 5J$K as a (i%ited c'%)a y.

G'2er ed 6y the C'%)a ies Act a d "a i ! Re!u(ati' s Act 'f I dia.

Re!u(ated 6y Reser2e "a Of I dia (R"I ) & Security E0cha !e "'ard Of I dia (SE"I ).

Listed ' the Nati' a( St'c E0cha !e ( NSE ) a d "'%6ay St'c

E0cha !e ("SE ).

$ 9erce t '7 ed 6y the !'2er %e t 'f , & - 6a .

Rated +95 / S : 9 CRISIL c' 'ti ! hi!hest de!ree 'f safety.

F'ur decades 'f u i terru)ted )r'fita6i(ity a d di2ide ds.

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UNI@UE CHARACTERISTICS

9ri2ate sect'r 6a des)ite !'2er %e t h'(di ! $ )erce t 'f e>uity. S'(e 6a er a d (e der 'f (ast res'rt t' the !'2er %e t 'f , : . 9(a a d ' )(a fu ds& ta0es a d ' ta0 re2e ues r'uted thr'u!h the 6a . Sa(aries 'f !'2er %e t 'fficia( dis6ursed 6y the 6a .

O (y )ri2ate sect'r 6a desi! ated as a!e t 'f R"I f'r "a i !. Carries 'ut 6a i ! 6usi ess 'f the ce tra( G'2er %e t. C'((ects Ta0es )ertai i ! t' ce tra( 6'ard 'f direct ta0es i , : . ,:- "a carries 'ut 6a i ! 6usi ess 'f the Ce tra( G'2er %e t. I s)ite 'f a !'2er %e t e>uity h'(di ! 'f $ )er ce t& ,a%%u : -ash%ir

"a ,:- "a B is re!arded as a )ri2ate sect'r 6a

Re!istered Office C'r)'rate Head>uarters M A R'ad M A R'ad Sri a!ar 5J4445 Sri a!ar 5J4445

,a%%u : -ash%ir ,a%%u : -ash%ir

777.* 6a . et

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HASEEB A DRABU (Chair%a : E0ecuti2e )

Hasee6 A Dra6u& Chair%a : Chief E0ecuti2e Officer 'f is a )r'fessi' a( ec' '%ist&7h' has 6ee ' the 6'ard 'f the 6a si ce 55 th ,u(y& 344$. 9'ssessi ! a di2erse7ide ra !i ! e0)erie ce& he started his )r'fessi' a( career 9ers)ecti2e 9(a i !Di2isi' 'f the ec' '%ic Ad2is'ry t' the )ri%e Mi ister. His fi a( sti t 7ith )'(icy%a i ! 7as Te th Fi a ce C'%%issi' . M'2i ! fr'% !'2er %e t t'& 'f 6usi ess

*'ur a(is%& he *'i ed I dia@s )re%ier fi a ce "usi ess sta dard& a d r'se t' 6ec'%e Nati' a( Edit )a)er. E2e as a re!u(ar c'%%e tat'r ' ec' '%ic issues ass'ciated7ith 2ari'us !'2er %e ta( )'(icy %a i ! 'ta6(y& i 5JJ & he 7as a))'i ted %e%6er 'f Hi!h C'%%ittee ' Ec' '%ic Ref'r%s f'r , : t' )rese t& he c' ti ued t' 7'r as the ec' '%ic Ad2is'r 'f G'2t. 'f , : & '))'siti' he has he(d ' ,a uary 344$.He is credited 7ith ha2i ! c' ce)tua(ised ra !i ! ec' '%ic a d fisca( ref'r%s 'f thestate G'2t. has 6ee rece t(y i ducted 6y the )(a i ! c'%%issi' 7'r i ! !r'u) 'res'urces f'r the e(e2e th Fi2e#year )(a .

M"S" e*m+

Maya Sha er ?er%a& a career 6a er 7ith years e0)erie ce& 7'r i ! i the I diafi a cia( sect'r has he(d s'%e 'f the %'st a d critica( )'siti' s i the c'u try@sfi a cia( syste% as its re!u(at'ry re!i%es. I a career s)a i ! '2er f'ur decades 7iththe State "a 'f I dia. I dia@s c'%%ercia( 6a & Mr ?er%a@s e0)erie ce has 6ee

%u(ti7ide ra !i ! ' differe t facets 'f 6a i ! at ati' a( a d i ter ati' a( (e2e(se c'%)assi ! c'%%ercia(& de2e(')%e t a d i 2est%e t 6a i ! as 7e(( as asset%a a!e%e t a d ca)ita( ')erati' s. He 7as the Chair%a 'f the State "a 'f I diaduri ! A)ri(& 5JJ t' N'2e%6er& 5JJK. Mr ?er%a has u dersta di ! 'f t'ta( fi a cia(syste%s a d strutti ! a d %a a!e%e t 'f such syste%s i de2e(')i ! c'u tries. It7as u der the chair%a shi) 'f Mr ?er%a rec'rded 2ery str' !(y t' 6ec'%e a (eadi !9ri2ate Sect'r "a i I dia. Mr ?er%a acted as H' 'ura6(e ad2is'r t' the Reser2e"a 'f I dia i 7hich ti%e he u der t'' se2era( i%)'rta t )'(icy 7ith the )r'*ectsfr'% G'2er 'r 'f the Reser2e "a 'f I dia.

!"P"!UPTA

G.9.Gu)ta& a )'st#Graduate i C'%%erce& ha2i ! c'%6i ati' i 6'th acade%ics a d )u6(ic sect'r& is a(s' the E0#Chair%a Ma a!i ! Direct'r& ID"I a d ser2ed ' se2era(distri6uted )'siti' s such as Chair%a & SID"I&

Nati' a( St'c s E0cha !e 'f I dia Ltd Me%6er& Life I sura ce C'r)'rati' 'f I dia&Me%6er& Ge era( I sura ce C'r)'rati' 'f I dia. The i frastructure De2e(')%e tFi a ce C'%)a y Ltd& Directs the air(i es Ltd.& Direct'r& Disc'u t : Fi a ce H'use'f I dia Direct'r& Securities Tradi ! C'r)'rati' 'f I dia Ltd

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DR"NARENDRA JADHA E

Dr.Nare dra ,adha2e is a e%i e t ec' '%ist. M're tha $4 years 'f disti !uishedser2ice 7ith Reser2e "a i c(udi ! as 9ri ci)a( Ad2iser a d Chief ec' '%ist&

)(ayed a i%)'rta t r'(e i %acr'#ec' '%ic )'(icy %a i !. Dr. ,adha2 7i(( 6e 6ri !i ! 7ith hi%se(f a u i>ue set 'f se2era( di%e si' s& 7hich 7i(( add 2a(ue a dc'%)(i%e t the '6*ecti2es 'f the 6a . A )r'(ific 7riter& Dr. ,adha2 has 7ritte 6'' s%ai (y ' ec' '%ic a d s'cia( issues a d has )re)ared the research )a)ers t' hiscredit i ati' a( a d i ter ati' a( re)ute. He has a(s' ser2ed as Ad2is'r t' E0ecuti2eDirect'r 'f I dia at the I ter ati' a( M' etary Fu d a d Se i'r Ad2is'r t' 2ari'us

!'2er %e ts i c(udi ! Eth')ia.M're he 7as i 2'(2ed i the rec' structi' 'f Af!ha ista ec' '%ic Chief Ec' '%ic C'u se(('r.

B"B" YAS /IAS1 ".".?YAS IASB Officer a(('ted t' , : - Cadre is a G'2t. '%i ated Direct'r 'f 'ur

6a & ha2i ! rich a d 2aried e0)erie ce i "a i !&Fi a ce&A!ricu(ture&Disaster Ma a!e%e t a d Di2isi' a( Ad%i istrati' .Mr. ?yas has he(d disti !uished )'siti' si his career as G'2t. ser2a t ser2ed i the ce tra( G'2t. as De)uty Secretary i theRura( Credit& i De)art%e t 'f "a i ! i Mi istry 'f Fi a ce has )(ayed a acti2er'(e i the reca)ita(isati' 'f re!i' a( 6a s RR"sB a d restructuri ! 'f C'#')erati2eCredit fra%e 7'r i the c'u try. Mr. ?yas has a(s' ser2ed as G'2t. N'%i eeDirect'rs 'f UCO "a 7as i 2'(2ed i the f'r%u(ati' a d i%)(e%e tati' 'f Re2i2a( 9(a & State "a 'f "i a er a d ,ai)ur S""IB& I sura ce a d CreditGuara tee C'r)'rati' DICGCB etc. has a(s' headed the )ers' a( 'ffice 'f u i'Fi a ce 6esides ser2i ! f'r three years i U ited Nati' s De2e(')%e t 9r'!ra%%eUND9B& '2er seei ! +(i2e(ih''d#6ased/ )rese t(y& Mr.".".?YAS is 7'r i ! asFi a ce Secretary State G'2er %e t 'f , : . He is a(s' h'(di ! direct'rs u%6er 'f state#'7 ed C'r)'rati' such as ,a%%u : state 9'7er De2e(')%e t C'r)'rati'Ltd.& , : - De2e(')%e t& ,a%%u : -ash%ir I dustries Ce%e t , : - Ha dicraftsDe2e(')%e t C'r)'rati' & Ha d(''%s De2e(')%e t C'r)'rati' & , : - 9r'*ectsC'r)'rati' etc.

ASHOK KUMAR MEHTA

Mr. Ash' -u%ar Mehta is the E0ecuti2e Direct'r 'f Or!a isati' . Mr. Mehta has a(' ! sta di ! ass'ciati' 7ith the 6a & dated t' 5J 3 a d has ser2ed 6a @shierarchy i 2ari'us 'f ca)acities as )art 'f "a @s C'r)'rate Ma a!e%e t Tea% ic'urse 'f his career 7ith the 6a & Mr. Mehta has a(s' Chair%a 'f ,a%%u Rura("a #a rura( 6a s)' s'red 6y ,:- "a . Mr. Mehta has 6ee i stru%e ta( isetti ! 'f *'i t i sura ce 2e ture 7ith Met Life I ter ati' a(& USA )(ayed a ey r'(e

i f'r!i ! ties 7ith "a*a* A((ia I sura ce C'. Ltd. f'r distri6uti' 'f N' Life a dLife I sura ce 9r'ducts. He has )i' eeri ! 7'r i i itiati ! a d i%)(e%e ti ! the

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)ac a!e u der +Naye Su6ah/ 7hich i c'r)'rates e7 'r!a isati' a( setu) a d )r'cedures. His 'ther areas 'f s)ecia(i ati' i c(ude Fi a ce a d Fi a cia( Ser2ices&

9(a i ! a d de2e(')%e t 'f Acc'u ts a d Estates.

ABDU2 MAJID MIR

Mr. A6du( Ma*id Mir& E0ecuti2e Direct'r 'f "a & %'re tha $ years 'f e0)erie cei 6a i !. Mr. A6du( Ma*id had he(d 2ari'us i%)'rta t a d se i'r )'siti' s i the"a a d its c'r)'rate Ma a!e%e t Tea%. He has s)ecia( '7(ed!e 'f )ractica(e0)erie ce i the fie(ds 'f Fi a ce& Credit& Trade 'f F'rei! E0cha !e& Treasury&C'r)'rate a d Retai( De)'sits a d Lia6i(ity Ma a!e%e t a d Ris Ma a!e%e t.

B"2"DO!RA

".L.DOGRA is a Fe(('7 Me%6er 'f the i stitute Acc'u ta ts 'f I dia a d is a(s'F'u der 'f M8S DOGRA as a )ractisi ! fir% 'f Chartered Acc'u ta ts. 9rese t(y isDirect'r 7ith 'ur 6a & Mr.D'!ra has a(s' ser2ed ' the Direct'rs 'f 9u *a6 Nati' a("a a d has a(s' 6ee the 'r!a iser 'f , : cha)ter 'f N'rther I dia. Mr.D'!rahas 6ee ass'ciated 7ith s'cia( a d s)'rts ass'ciati' s 'f the state a rich a d 2ariede0)erie ce i the fie(d 'f "a i ! a d 7hich has faci(itated hea(thy re*u2e ati' ithe "a @s 7'r i !.

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THIRD PARTY PRODUCTS OF J&K BANK

MUTUAL FUNDS

INSURANCE

CREDIT CARDS

9OINT OF SALE

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Mutu+> Fu.d-

Mutua( Fu d is a i stru%e t 'f i 2esti ! %' ey. N'7adays& 6a rates ha2e fa((ed'7 a d are !e era((y 6e('7 the i f(ati' rate. Theref're& ee)i ! (ar!e a%'u ts 'f %' ey i 6a is 't a 7ise ')ti' & as i rea( ter%s the 2a(ue 'f %' ey decreases '2er a )eri'd 'f ti%e.

O e 'f the ')ti' s is t' i 2est the %' ey i st'c %ar et. "ut a c'%%' i 2est'r is't i f'r%ed a d c'%)ete t e 'u!h t' u dersta d the i tricacies 'f st'c %ar et.This is 7here %utua( fu ds c'%e t' the rescue.

A %utua( fu d is a !r'u) 'f i 2est'rs ')erati ! thr'u!h a fu d %a a!er t' )urchase adi2erse )'rtf'(i' 'f st'c s 'r 6' ds. Mutua( fu ds are hi!h(y c'st efficie t a d 2eryeasy t' i 2est i . "y )''(i ! %' ey t'!ether i a %utua( fu d& i 2est'rs ca )urchasest'c s 'r 6' ds 7ith %uch ('7er tradi ! c'sts tha if they tried t' d' it ' their '7 .

A(s'& ' e d'es t ha2e t' fi!ure 'ut 7hich st'c s 'r 6' ds t' 6uy. "ut the 6i!!estad2a ta!e 'f %utua( fu ds is di2ersificati' .

Di2ersificati' %ea s s)readi ! 'ut %' ey acr'ss %a y differe t ty)es 'f i 2est%e ts. he ' e i 2est%e t is d'7 a 'ther %i!ht 6e u). Di2ersificati' 'f i 2est%e t h'(di !s reduces the ris tre%e d'us(y.

O the 6asis 'f their structure a d '6*ecti2e& %utua( fu ds ca 6e c(assified i t'f'(('7i ! %a*'r ty)es=#

TYPES OF MUTUA2 FUNDS $

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C>#-ed$e.d 5u.d-

A c('sed#e d %utua( fu d has a set u%6er 'f shares issued t' the )u6(ic thr'u!h ai itia( )u6(ic 'fferi !.

Ouity %utua( fu dsi 2est )''(ed a%'u ts 'f %' ey i the st'c s 'f )u6(ic c'%)a ies.

B+>+.,ed 5u.d-

"a(a ced fu d is a(s' '7 as hy6rid fu d. It is a ty)e 'f %utua( fu d that 6uys ac'%6i ati' 'f c'%%' st'c & )referred st'c & 6' ds& a d sh'rt#ter% 6' ds.

!*# t7 5u.d-Gr'7th fu ds are th'se %utua( fu ds that ai% t' achie2e ca)ita( a))reciati' 6yi 2esti ! i !r'7th st'c s.

N# >#+d 5u.d-

Mutua( fu ds ca 6e c(assified i t' t7' ty)es # L'ad %utua( fu ds a d N'#L'ad%utua( fu ds.

E ,7+.4e t*+ded 5u.d-

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E0cha !e Traded Fu ds ETFsB re)rese t a 6as et 'f securities that is traded ' ae0cha !e& si%i(ar t' a st'c . He ce& u (i e c' 2e ti' a( %utua( fu ds

+>ue 5u.d-

?a(ue fu ds are th'se %utua( fu ds that te d t' f'cus ' safety rather tha !r'7th&a d 'fte ch''se i 2est%e ts )r'2idi ! di2ide ds as 7e(( as ca)ita( a))reciati' .

M#.ey m+*8et 5u.d- ;

A %' ey %ar et fu d is a %utua( fu d that i 2ests s'(e(y i %' ey %ar eti stru%e ts. M' ey %ar et i stru%e ts are f'r%s 'f de6t that %ature i (ess tha ' eyear a d are 2ery (i>uid.

I.te*.+ti#.+> mutu+> 5u.d-

I ter ati' a( %utua( fu ds are th'se fu ds that i 2est i ' #d'%estic securities%ar ets thr'u!h'ut the 7'r(d.

Re4i#.+> mutu+> 5u.d-

Re!i' a( %utua( fu d is a %utua( fu d that c' fi es itse(f t' i 2est%e ts i securities

fr'% a s)ecified !e'!ra)hica( area& usua((y& the fu d s ('ca( re!i' .

Se,t#* 5u.d-

Sect'r %utua( fu ds are th'se %utua( that restrict their i 2est%e ts t' a )articu(arse!%e t 'r sect'r 'f the ec' '%y.

I.de 5u.d-

A i de0 fu d is a %utua( fu d 'r e0cha !e#traded fu dB that ai%s t' re)(icate the

%'2e%e ts 'f a i de0 'f a s)ecific fi a cia( %ar et.

Fu.d #5 5u.d-

A fu d 'f fu ds F'FB is a i 2est%e t fu d that h'(ds a )'rtf'(i' 'f 'ther i 2est%e tfu ds rather tha i 2esti ! direct(y i shares& 6' ds 'r 'ther securities.

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Mutu+> Fu.d- #5 J&K B+.8

,:- "a has e tered i t' tie#u)s 7ith re)uted Asset Ma a!e%e tC'%)a ies f'r distri6uti' 'f Mutua( Fu d )r'ducts.

Mutua( Fu d i dustry is ' e 'f the fastest !r'7i ! se!%e ts i fi a cia(

ser2ices i I dia. O2er the years& 6a s i I dia ha2e e%er!ed as the 6i!!estdistri6ut'rs 'f fi a cia( )r'ducts. This has he()ed the ,:- "a t' ca)turea d retai their hu!e c(ie t 6ase a d si%u(ta e'us(y addi ! a steady strea% 'f fee 6ased i c'%e.

Mutua( Fu ds ha2e 6ec'%e a attracti2e )r')'siti' f'r i 2est'rs i thecurre t c' te0t a d f'r ,:- "a it 7i(( 6e a !''d i 2est%e t ')ti' t' ha2ei 'ur )r'duct )'rtf'(i'. This sha(( 6e a i%)'rta t ste) t'7ards c' 2erti !the 6a 6ra ch i t' a fi a cia( su)er%ar et addressi ! a(( the fi a cia( eeds

'f the cust'%ers thus he()i ! the 6a retai the cust'%ers 7ithi its f'(d

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.

M're'2er the ,:- "a ca au!%e t its fee 6ased i c'%e the "a ai%s t'%atch t' i dustry sta dards.

INSURANCE SER ICES $

I sura ce )'(icies are a safe!uard a!ai st the u certai ties 'f (ife. I sura ce is syste% 6y 7hich the ('sses suffered 6y a fe7 are s)read '2er %a y& e0)'sed t' si%i(ar ris s.I sura ce is a )r'tecti' a!ai st fi a cia( ('ss arisi ! ' the ha))e i ! 'f au e0)ected e2e t. I sura ce )'(icy he()s i 't ' (y %iti!ati ! ris s 6ut a(s'

)r'2ides a fi a cia( cushi' a!ai st ad2erse fi a cia( 6urde s suffered.

INTRODUCTION

I sura ce is a c' tract 6et7ee t7' )arties& the i surer 'r the i sura ce c'%)a y& a dthe i sured& the )ers' see i ! the c'2er. ithi this c' tract& the i surer a!rees t'

)ay the i surer f'r fi a cia( ('sses arisi ! 'ut 'f a y u f'resee e2e ts 'r ris iretur f'r a re!u(ar )ay%e t 'f )re%iu%. Thus& these i sura ce )(a s are a(s' ca((edas a Ris C'2er 9(a s& 7hich %ea s t' fi a cia((y c'%)e sate f'r ('sses that 'ccur

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u certai (y thr'u!h accide t& i(( ess& theft& atura( disaster. As ' e ca 't fi!hta!ai st these %a #%ade a d atura( ca(a%ities& s' at (east 6e )re)ared f'r the% a d

their after%ath 6y ta i ! i sura ce )'(icies.

INSURANCE $ A KIND OF IN ESTMENT

I sura ce is a attracti2e ')ti' f'r i 2est%e t 6ut %'st )e')(e are 't a7are 'f itsad2a ta!es as a i 2est%e t ')ti' .

I sura ce a(s' ser2es as a e0ce((e t ta0 sa2i ! %echa is%. The G'2er %e t 'f I diahas 'ffered ta0 i ce ti2es t' (ife i sura ce )r'ducts i 'rder t' faci(itate the f('7 'ffu ds i t' )r'ducti2e assets.

I.-u*+.,e Re4u>+t#*y & De:e>#

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C'. 9ri2ate Li%ited a d 'ther s%a(( )ri2ate i 2est'rs. MetLife I dia is head>uarteredi "a !a('re

It is re%ar a6(e that MetLife I ter ati' a(& head>uartered i Ne7 Y'r & is u%6er ' ei surer i the U ited States 6ased ' '2er US 3 tri((i' 'f (ife i sura ce i f'rce a dser2es a))r'0i%ate(y J %i((i' i di2idua( h'useh'(ds i the U.S. as 7e(( as K 'f theF'rtu e 544 c'%)a ies. It has its affi(iates& su6sidiaries a d re)rese tati2e 'ffices i5 c'u tries.

The 6a is a(s' C'r)'rate A!e t 'f MetLife a d is %ar eti ! its )r'ducts thr'u!h itsstr' ! 6ra ch et7'r .

NON$2IFE INSURANCEOF J&K BANK

The "a has e tered i t' a a((ia ce 7ith B+9+9 A>>i+.G t' distri6ute their ' #(ife )r'ducts.

These )r'ducts are a2ai(a6(e at a(( 6ra ches 'f the 6a acr'ss I dia.

Ab#ut MET2IFE $

ith '2er 5$ years 'f e0)erie ce& the MetLife c'%)a ies ser2e %i((i' s

'f cust'%ers i the A%ericas a d Asia 7ith ' e !'a( i %i d t' 6ui(d

fi a cia( freed'% f'r e2ery' e. The MetLife c'%)a ies are a (eader i!r'u) 6e efits that ser2e KK 'f the t') ' e hu dred FORTUNE 44 V

c'%)a ies& a d )r'2ide 6e efits t' $ %i((i' e%)('yees a d fa%i(y

%e%6ers thr'u!h its )(a s s)' s'rs i the U.S. The MetLife c'%)a ies

are a(s' ra ed W5 i !r'u) (ife a d W5 i c'%%ercia( de ta( i the U.S.

The MetLife c'%)a ies are the u%6er ' e (ife i surer i the U.S. 7ith

a))r'0i%ate(y US 3.K tri((i' 'f (ife i sura ce i f'rce.

I I dia& MetLife 7as i c'r)'rated i 3445& a d ai%s t' differe tiate itse(f

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thr'u!h cust'%i ed eed 6ased se((i !& si%)(e a d i '2ati2e )r'ducts&

a d tech '('!y#6ac ed ser2ice e0)erie ce& t' tread its )ath t' 6ui(d

fi a cia( freed'% f'r e2ery' e.

The e>uity h'(di !s 'f the MetLife are di2ided as f'(('7s=#

MetLife= # 0

,:- "a = # 0;

M 9a((' *i Gr'u)= # 6%

Other strate!ic i 2est'rs h'(d the re%ai i ! 5K e>uity se2e

shareh'(ders i t'ta(

P*#du,t Det+i>- $

N' ' e ca !i2e y'u a(( the a s7ers 7he it c'%es t' dea(i ! 7ith (ife s

u)s a d d'7 s. "ut i sura ce certai (y e>ui)s ' e t' dea( 7ith (ife 6etter.

F'(('7i ! are the 2ari'us )r'ducts 'ffered 6y MetLife t' suit s)ecific

eeds 'f the c' su%ers =

A,,umu>+ti#.

h'(e Life 9'(icy

Met 544# Li%ited 9ay h'(e (ife N' # 9artici)ati !

Met 544# Li%ited 9ay h'(e (ife 9artici)ati !

E d'7%e t 9'(icy

MET Su2idha

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M' ey "ac 9'(icy

Met Su h M' ey "ac N' 9artici)ati !

Met "ha2ishya

Mu>ti Pu*

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Ter% Rider

ai2er Of 9re%iu%

Critica( I(( ess

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CREDIT SER ICES

Customer Information | Investor Relations | Services

Global Access Card | Empowerment Credit Card | MerchantAcquiring | User Guide

Global Access C

Em

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"(ue E%)'7er%e t Credit Card

Si(2er E%)'7er%e t Credit card

G'(d E%)'7er%e t Credit Card

A,,eity A(( Mercha t Esta6(ish%e ts (i e sh')s 7h' h' 'ur MasterCardX Credit

Cards. A(( ATM s 7hich acce)t MasterCardX Credit Cards

E>i4ibi>ity

FOR EMP2OYED $

"LUE CREDIT CARD u) t' 5. (ac8a u%

SIL?ER CREDIT CARD 5. t' 3. (ac8a u%

GOLD CREDIT CARD a6'2e 3. (ac8a u%

FOR BUSINESS MEN $

"LUE CREDIT CARD u) t' 3. (ac8a u%

SIL?ER CREDIT CARD 3. t' $. (ac8a u%

GOLD CREDIT CARD a6'2e $. (ac8a u%

D#,ume.t+ti#.

I c'%e 9r''f

Address 9r''f Ide tity 9r''f

C*edit 2imit-

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"(ue E%)'7er%e t Credit Card# U)t' Rs.3 &444.44 Si(2er E%)'7er%e t Credit Card#U)t' Rs. 4&444.44

G'(d E%)'7er%e t Credit Card#U)t' Rs.5&44&444.44

R+te #5 I.te*e-t

3 )er %' th

2+te Fee Rs.544

C+-7 3it7d*+ +> C7+*4e- 3 )er %' th fr'% date 'f ithdra7a( a(' ! 7ith tra sacti' a( char!es

T#< Me*,7+.t A, ui*i.4

Fe+tu*e-

A(( ty)es 'f ?isa : MasterCard 6ased cards Acce)ted.

Ca E0te d A%erica E0)ress Card Acce)ta ce.

uic Mercha t 9ay%e t.

Mercha t He()des a d O site Su))'rt.

C'%)etiti2e C'%%issi' Rates.

N' hidde Char!es.

C7+*4e-

O ti%e I sta((ati' Char!es. C'%%isi' ' )er tra sacti' 6asis.

D#,ume.t+ti#.

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F'r% is t' 6e d'7 ('aded fr'% et.

E PERIENCE $

Duri ! %y Su%%er Trai i ! 9r'*ect u der ,:- "a I 7as assi! ed a *'6 'f %ar eti ! 'f Credit cards 'f ,:- 6a . I 7as !i2e fu(( f(ed!ed trai i ! a6'ut the'2er2ie7 'f the )r'duct. The trai i ! 7as )r'2ided 6y 'ur 9r'*ect I char!e Mr.R'hit. He tau!ht us h'7 t' %'ti2ate the )e')(e t' )urchase the )r'duct.

I 7as %ade t' !' i the %ar et a d se(( the !i2e )r'duct. My e0)erie ce 7as !''d asI !'t a cha ce t' i teract 7ith )e')(e a d t' '7 a6'ut the %ar et c' diti' s a dcha((e !es that the )r'duct a d the "a are faci !.

I )artici)ated acti2e(y a d )ersuaded )e')(e t' !et the )r'duct. I f'u d that )e')(e are2ery %uch ea!er t' '7 a6'ut the e7 )r'duct. Ma y )e')(e !'t ready t' i 2est ithe sche%e 6ut %a y 7ere th'se 7h' 7ere 't sure a6'ut the )r'duct a d eededs'%e assura ce a d s'%e ha2e de ied strai!ht(y.

S' it 7as a !''d e0)erie ce t' !et i t' the %ar et a d direct(y i teract 7ith )e')(ea d '7 a6'ut the %ar et cha((e !es that a )ers' faces duri ! the %ar eti ! 'f a y

)r'duct.

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POINT OF SA2E SER ICE

INTRODUCTION

A 9OS ser2ice is '7 a days 6ec'%i ! a ecessity. As )e')(e are %a i ! s' %uch 'f tra sacti' s that it is 6ec'%i ! hectic t' carry a (ar!e a%'u t 'f %' ey fr'% )(ace t'

)(ace. "ut the 9OS has %ade the (ife easier as it has %ade the 7'r(d %'re!('6a(i ed.It has i tr'duced the idea 'f 9(astic M' ey i the G('6i(ised 7'r(d.

9e')(e s7a)s a d %a e the c(eara ce 6y the he() 'f 9OS ser2ice. It@s a(s' a di2i e!ift t' the 6usi ess %e as they are a6(e t' !et %'re %' ey tra sacti' s a d i tur!etti ! %'re %' ey.

P#i.t #5 S+>e Sy-tem- Buye* - !uide

%" Ste># t# 4et t7e POS -e*:i,e

9OS Syste%s i tr'ducti' .

Need a 9OS syste%

H's)ita(ity 9OS 2s. retai( 9OS syste%s .

9OS syste% 6asics .

9'i t 'f sa(e e>ui)%e t .

9OS hard7are # 'ther )eri)hera(s .

9'i t 'f Sa(e S'ft7are

9OS 9rici ! : h'7 t' 6uy .

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9OS ser2ice a d su))'rt .

Ch''si ! a 9OS dea(er .

9OS 6uyi ! ti)s .

Fi d a dea(er .

0" P*#b>em- i5 +.y

O e sh'u(d !et a i #de)th e0)(a ati' 'f h'7 y'ur )'te tia( 9OS syste% 2e d'rsha d(e su))'rt.,:- 6a 7i(( dia! 'se )r'6(e%s '2er the )h' e first %a y 6asic

)r'6(e%s ca 6e s'(2ed this 7ay.,:- 6a ha2e te(e)h' e su))'rt a2ai(a6(e 3 0 &7hi(e 'thers are a2ai(a6(e ' (y duri ! 6usi ess h'urs.

F'r )r'6(e%s that ca 't 6e s'(2ed '2er the )h' e& there are differe t ')ti' s f'r esca(ati' . ,:- 6a usua((y ha2e fie(d ser2ice tech icia s 7h' ca c'%e t' ' e@s('cati' a d %a e re)airs. If they ca 't fi0 the )r'6(e% ' site& they are a6(e t'

)r'2ide ('a er e>ui)%e t that ca ee) ' e@s 6usi ess ru i !. Usua((y ' e ca !et a!uara tee that site re)airs 7i(( ha))e 7ith 3 h'urs.

If the sa(es%a d'es 't ha2e fie(d tech icia s # they 7i(( set u) direct I ter et accesst' y'ur syste%& s' they ca dia( i a d %a e cha !es re%'te(y.

A(s'& ,:- 6a 7i(( se d y'u a re)(ace%e t c'%)' e t as s'' as y'u ca(( i 7ith a )r'6(e% a d the ha2e y'u se d the 6r' e c'%)' e t t' the% f'r re)air.

If y'u ha2e %a y ter%i a(s& this is )r'6a6(y fi e # y'u 7i(( !et y'ur e7 )arts 7ithia day 'r t7'. F'r s%a((er 6usi ess 7ith ' (y a fe7 ter%i a(s& ('si ! ' e f'r t7' days%ay 't 6e a ')ti' .

C7##-i.4 + POS de+>e*

"ecause 'f the critica( ature 'f a 9OS syste%& ch''si ! a 9OS dea(er is a 6i!decisi' # 6i!!er i %a y 7ays tha the actua( hard7are a d s'ft7are ch'ices. 9riceis a issue& 6ut i %a y cases y'u !et 7hat y'u )ay f'r& s' it is 7'rth d'i ! y'ur research 6ef're c'%%itti ! t' a 9OS dea(er. Here are s'%e 7ays t' %a e sure thaty'ur 9OS dea(er is dedicated t' a d ca)a6(e 'f su))'rti ! y'ur 6usi ess thr'u!h a y

)r'6(e%s y'u %i!ht ha2e.

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T+b>e #5 C#.te.t-

9OS Syste%s i tr'ducti'

Need a 9OS syste%

H's)ita(ity 9OS 2s. retai( 9OS syste%s .

9OS syste% 6asics .

9'i t 'f sa(e e>ui)%e t .

9OS hard7are # 'ther )eri)hera(s .

9'i t 'f Sa(e S'ft7are

9OS 9rici ! : h'7 t' 6uy .

9OS ser2ice a d su))'rt .

Ch''si ! a 9OS dea(er .

9OS 6uyi ! ti)s .

Fi d a dea(er .

After A IS 6a its ,:- 6a 7h' )r'2ide 6etter 9OS ser2ice i ,:- state. Thus )e')(e ca ')t f'r ,:- "a 'r A IS 6a f'r 9OS ser2ice.

Su

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I.-t+>>+ti#.

I sta((ati' is d' e 6y the ,:- 6a it se(f. Mar eti ! sa(es%e ha2e t' %'ti2ate%ercha ts t' i sta(( the %achi e. After )ersuadi ! the% a a!ree%e t is t' 6e fi((ed.If the %ercha t is 't ha2i ! a 6a acc'u t i the ,:- 6a the he has t' fi(( aa 'ther f'r% 'f curre t acc'u t a d the the 7h'(e d'cu%e ts are su6%itted i the%ai 6ra ch 'f the 6a a d the the further )r'cedure is d' e 6y the 6a itse(f.

After 5 days 'f !a) the 9OS %achi e is i sta((ed 6y the e !i eers at the !i2e )(ace.

F+,i>itie-

?isiti ! 9OS dea(ers faci(ities ca 6e a !reat 7ay t' !et a se se 'f their ')erati' .O e sh'u(d 6e a6(e t' chec 'ut their re)air sh') a d !et a se se 'f h'7 6usy theyare.. De)e di ! ' y'ur su))'rt eeds& )r'0i%ity %ay 'r %ay 't 6e i%)'rta t t' y'u# if y'u )(a t' re(y ' te(e)h' e su))'rt a d shi))i ! c'%)' e ts 6ac f'r re)air& it7i(( 't %atter& 6ut if y'u e0)ect fie(d tech icia s t' c'%e t' y'u& dista ce fr'% the2e d'r ca 6e a fact'r.

The ,:- 6a is )r'2idi ! f'(('7i ! ser2ices

It@s )r'2idi ! free ser2ice f'r first $ %' ths. "a is char!i ! 5.$ c'%%issi' )er s7a).

It a(('7s e2ery card t' 6e s7a)ed thr'u!h 9OS %achi e.

It char!es 3 4 Rs )er %' th after first $ %' ths if tra sacti' is 't u) t'&444 Rs )er %' th.

Dem#.-t*+ti#.-

N'thi ! !i2es a 6etter se se 'f h'7 easy a syste% is t' use tha tryi ! it y'urse(f.

S'%e 2e d'rs d' ' #site de%'s& 7hich !i2es y'u the added ad2a ta!e 'f 6ei ! a6(et' see h'7 the hard7are ('' s i y'ur ('cati' . Others 7i(( i 2ite y'u t' try thesyste% i their 'ffice& 7hich !i2es y'u that faci(ities t'ur 7e discussed. Either 7ay& ai #)ers' de%' is str' !(y rec'%%e ded if y'u are u fa%i(iar 7ith 9OS syste%s.

"ut ,:- 6a is 't )r'2idi ! such ' #site 'r (i2e de%'s. The 6a is )r'2idi !s'%e 6r'chures& f'r%s a d a!ree%e ts& they are t' 6e fi((ed a d a!ree%e t is %ade t'e *'y the ser2ice. The "a se ds its %ar eti ! )e')(e i the %ar et a d these )e')(e%a es the %ercha t t' u dersta d that actua((y 7hat is 9OS ser2ice& h'7 it 7i(( affecty'ur 6usi ess a d y'u 7i(( !et the !ai s i y'ur 6usi ess e.t.c.

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Re5e*e.,e-

A 'ther fa%i(iar 7ay t' i 2esti!ate 9OS dea(ers f'r y'ur 6usi ess is t' as f'r refere ces t' 'ther cust'%ers # %a e sure t' as f'r refere ces that are i 6usi esssi%i(ar t' y'urs. Of c'urse& y'u 7i(( 6e referred t' the 2e d'r s %'st satisfiedcust'%ers& 6ut y'u ca sti(( (ear >uite a 6it fr'% the%. Here are s'%e sa%)(e>uesti' s t' as the refere ces=

H'7 has the 9OS syste% i f(ue ced y'ur 6usi ess that y'u d'

hat d' y'u 7ish y'u had d' e differe t(y

Ha2e y'u eeded a y su))'rt 'r re)airs H'7 did the 2e d'r res)' d

D' y'u '7 'f a y ' e e(se 7h' uses this syste% This ca !et y'u additi' a(refere ces t' s)ea t'& s'%e 'f 7h'% %i!ht 6e %'re ca did.

If y'u had t' say ' e e!ati2e thi ! a6'ut the syste%8dea(er& 7hat 7'u(d it 6e

D' 't 6e afraid t' as f'r a refere ce that dis(i es the dea(er& as 7e((. E2ery 6usi esshas dissatisfied cust'%ers fr'% ti%e t' ti%e& a d y'u ca certai (y (ear fr'% the%.

Retu*. i,ie-

,:- 6a 'ffer 7arra ties that 7i(( e a6(e y'u t' !et re)airs 'r re)(ace%e ts f'r a ye>ui)%e t fai(ures& 6ut retur i ! e>ui)%e t is %'re difficu(t. ,:- "a %ay a(('7y'u t' e0cha !e i di2idua( )ieces 'f hard7are f'r 'thers& 6ut s'%e %ay 't acce)tretur s at a((. A!ai & %a e sure y'u u dersta d these )'(icies 6ef're y'u si! ac' tract.

POS buyi.4 tie Sy-tem- Buye* - !uide

Ma e sure y'u thi thr'u!h a(( 'f y'ur s)ecia( disc'u ts a d )r'%'ti' s 6ef're %a i ! a )urchase. Th'se u usua( )r'!ra%s ca 6e difficu(t t'acc'%%'date i s'%e s'ft7are& s' %a e sure y'u d' the research.

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MAINTAINANCE

As 7ith a y c'%)uter syste%s& 6ac u)s are i%)'rta t. Ta( t' the 6a a6'ut creati !aut'%ated 6ac u) schedu(es.

D' 't use y'ur 9OS c'%)uters f'r a ythi ! 'ther tha 9OS. Es)ecia((y resist thete%)tati' t' c' ect the% t' the I ter et a d use the% f'r 7e6 6r'7si ! 'r e%ai(.

9re2e tati2e %ai te a ce ca 6e i%)'rta t. Si%)(y 2acuu%i ! 'ut the cases a d(u6i ! a d c(ea i ! )ri ters ca e0te d their (i2es c' sidera6(y.

If y'u ha2e a (itt(e 6it 'f c'%)uter a6i(ity a d thi y'u %i!ht 6e a6(e t' )ut a 9OSsyste% t'!ether y'urse(fZ that is )r'6a6(y a 2ery 6ad idea. 9OS syste%s ha2e t' 6e%uch %'re r'6ust tha re!u(ar syste%s& a d the issues that ca cr') u) are 2erys)ecific t' 9OS.

M'st %a*'r 9OS s'ft7are )u6(ishers )r'2ide s'%e s'rt 'f de%' ' their 7e6 sites %a y e2e )r'2ide a fu(( 7'r i ! 2ersi' 'f the s'ft7are either as a d'7 ('ad 'r 'CD. Usi ! the s'ft7are ' y'ur '7 ca he() y'u e2a(uate the ease 'f use a d *ud!eh'7 sta6(e a d8'r 6u!!y the s'ft7are is.

S' ' e sh'u(d %a e sure that ' e has t' i >uire a6'ut the 6a a d its 9OS ser2ice 6ut ,:- 6a is )r'2idi ! %'st re(ia6(e ser2ices.

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OBJECTI ES OF THE STUDY T' '7 7hat are third )arty )r'ducts.

T' re2ie7 the third )arty )r'ducts8ser2ices u derta e 6y the 6a .

T' 6e '7(ed!ed a6'ut the (e2e( 'f e0)ectati' s 'f a y cust'%er a6'ut a y )articu(ar third )arty )r'duct.

T' a a(yse 7hat %'ti2ates )e')(e t' 6uy third )arty )r'ducts.

T' a a(yse the dissatisfacti' a%' ! )e')(e f'r a y third )arty )r'duct 'f,:- 6a .

T' a a(yse the %ar eti ! strate!ies 'f ,:- 6a .

T' a a(yse the %ar et cha((e !es that 6a is faci !.

SCOPE OF THE STUDY $ T' i%)r'2e the Third 9arty 9r'duct ser2ices 'f the 6a .

T' %a e the 6a a6(e t' face the %ar et cha((e !es.

T' '7 a6'ut their c'%)etit'rs.

T' i crease the cust'%er satisfacti' .

T' i crease the !''d 7i(( 'f the 6a .

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Re-e+*,7 Met7#d#>#4y

Research Meth'd'('!y is a scie ce 'f studyi ! h'7 research is d' e scie tifica((y. It

is 7ay t' syste%atica((y s'(2e the research )r'6(e% 6y ('!ica((y ad')ti ! 2ari'us

ste)s. Meth'd'('!y he()s t' u dersta d 't ' (y the )r'ducts 6ut the )r'cess itse(f. It

ai%s t' descri6e a d a a(yse %eth'ds& thr'u!h (i!ht ' their (i%itati' s a d

)r'cedures a d res'urces& c(arify their )resu))'siti' s a d )'te tia(ities t' the

t7i(i!ht ' e at the Qfr' tiers 'f '7(ed!e@.

Research is a art 'f scie tific i 2esti!ati' . It is the syste%atic i 2esti!ati' ' 'rder

t' fi d 'ut facts a d s'(uti' 'f a )articu(ar )r'6(e%. It is the +Search f'r - '7(ed!e/

"y ad')ti ! )r')er %eth'd 'f research 7e ca easi(y fi d 'ur S'(uti' a d ca

achie2e 'ur '6*ecti2es easi(y.

Research %eth'd'('!y is the syste%atic 7ay t' s'(2e the research )r'6(e%. This

research %eth'd'('!y has he()ed i assessi ! the fi di ! : resu(t f'r this )ur)'se a

(et 'f i f'r%ati' 7as eeded.

Re-e+*,7 De-i4.

The %'de 'f the research 7as the e0)('rat'ry i.e !'a( 'rie ted 'r tar!et 'rie ted.

Sa%)(e Si e 544

C'((ecti' 'f data

9ri%ary data=

9ry. Data is c'((ected thr'u!h )ers' a( i ter2ie7s& >uesti' aires& te(e)h' ic

c' 2ersati' s& 6y d'i ! s7't a a(ysis.

A sur2ey 7as c' ducted ' the differe t cate!'ries 'f )e')(e t' study the (e2e( 'f

a7are ess 'f )r'ducts a d sche%es 'ffered 6y the 6a .

The %ai research i stru%e t 7ith the he() 'f 7hich sur2ey 7as u derta e 7as

>uesti' aire. The >uesti' aire c' tai s a set 'f ')e #e d >uesti' s thr'u!h 7hich

i f'r%ati' 7as c'((ected.

A sa%)(e 'f 544 )e')(e 7as ta e t' c' duct the sur2ey. The )e')(e 6e(' ! t'

differe t 'ccu)ati' s.Occu)ati' 9erce ta!e

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"usi ess%a 34

Ser2ice c(ass

9r'fessi' a(s $

ANA2YSIS AND INTERPRETATION $

O c' ducti ! sur2ey ' Third 9arty 9r'ducts 'f ,:- "a f'(('7i ! data 7asc' c(uded

%" A*e y#u + +*e #5 di55e*e.t ,*edit ,+*d- #55e*ed by J&K B+.8

here4 ## A7are$4 ## U a7are

Here 7e c' c(ude that %'st 'f the )e')(e are a7are 'f differe t credit cards 'ffered 6y the 6a .

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0" 37i,7 ,+*d y#u

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6" A*e y#u 5i.di.4 +.y di55i,u>ty 7i>e u-i.4 ,*edit ,+*d-

here34 said YES

A d K4 said NO

Here 7e c' c(ude that %'st 'f the cust'%ers are 't fi di ! a y difficu(ty 7hi(eusi ! credit cards.

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'" D#e- t7e ,#m:e- y#u* em #* ue*ie- i. time

here

are satisfied 7ith the >uery ha d(i ! :3 are u satisfied.

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" H# #u>d y#u *+te t7e I.te*e-t R+te- ,7+*4ed by J&K B+.8

#. ,*edit ,+*d-

here rati !s 7ere (i e this= Hi!h

Mediu% $4 L'7 5 C'%)etiti2e 4

Here 7e c' c(ude that the rati ! !'es i this 7ay C'%)etiti2e[Mediu%[L'7[Hi!h

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;" A*e y#u -+ti-5ied it7 t7e b+.8 - de>i:e*y #5 -t+teme.t #5 y#u*bi>>-

here4 ## Satisfied

$4 ## N't Satisfied

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=" H# #u>d y#u *+te ,*edit ,+*d -e*:i,e-

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?" A*e y#u u-i.4 MUTUA2 FUNDS -e*:i,e-

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%(" D# y#u 5i.d +.y di55i,u>ty 7i>e t7e Fu.d-

here said YesA d J said N'

Here 7e c' c(ude that %a*'rity 'f the )e')(e fi d it easy t' )urchase Mutua(Fu ds.

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%%" D# y#u 4et e+-y +.d *e ui*ed i.5#*m+ti#. 5*#m t7e t#>> 5*ee.umbe*- 5i.+.,ed by t7e Mutu+> Fu.d-

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%0"D# y#u 4et t7e time>y 5eedb+,8 5#* t7e m#.ey y#u 7+:ei.:e-ted i. Mutu+> Fu.d-

here4 ### Yes

: $4 ### N'

Here 7e c' c(ude that i f'r%ati' )r'2isi' 6y the 6a is !''d 6ut sti(( there arecha ces f'r i%)r'2e%e t.

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%6"A*e y#u -+ti-5ied it7 t7e -e*:i,e- #5 t7e J&K B+.8 i. te*m- #5 ue*y 7+.d>i.4 #5 Mutu+> Fu.d-

here K4 said Yes : 34 said N'

Here 7e c' c(ude that %'st 'f the )e')(e 7ere satisfied 6ut sti(( there eeds a )r')er >uery ha d(i !.

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%'"J&K B+.8 - I.-u*+.,e i,y

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% "A*e y#u -+ti-5ied by t7e ty

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%;"H# #u>d y#u *+te t7e -e*:i,e- #* +--i-t+.,e

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%="A*e y#u -+ti-5ied it7 4*# t7 4e.e*+ted by t7e i,y t7+t y#u7+:e

hereJ4 said Yes

: 54 said N'

Here 7e c' c(ude that %a*'rity 'f the )'(icyh'(ders 7ere satisfied 7ith the !r'7th 'f their )'(icy.

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SUGGESTIONS

"a sh'u(d ha2e )r')er de)art%e t 'r )ers' 7h' has c'%)(ete'7(ed!e : i f'r%ati' a6'ut %utua( fu ds.

There sh'u(d 6e i%)r'2e%e t i the t'(( free u%6ers fi a ced 6y the%utua( fu d )r'2ider.

"a eed t' create !''d : efficie t cust'%er care ce tre f'r credit cardh'(ders.

"a eed t' i%)r'2e ti%e(y de(i2ery 'f cust'%er 6i((s

They are f'cused ' !etti ! e7 6usi ess 6ut they sh'u(d a(s' f'cus 'e0isti ! cust'%er ser2ice.

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CONC2USION

Thus fr'% the a6'2e i fere ces 7e !et the f'(('7i ! c' c(usi' =#

Credit ser2ice is %'st )refera6(e Third 9arty 9r'duct ser2ice 'f ,:- "a that is e *'yed 6y the citi e s 'f the state. "ut the 'ther ser2ices sh'u(da(s' 6e stressed ' s' as t' %a e the% u) t' the %ar .

9e')(e had rate the card ser2ice as !''d that %ea s that there is %'recust'%er satisfacti' f'r card ser2ice

M'st )e')(e had rated i terest rate char!ed ' credit card 6y ,: "a asc'%)etiti2e.

M'st 'f )e')(e are satisfied 6y the ti%e(y i f'r%ati' 'f the %utua( fu ds thatthe 6a )r'2ided.

M'st 'f )e')(e are satisfied 6y the t'(( free 's 6ut sti(( there is eed 'f i%)r'2e%e t i this ser2ice t' i crease %'re cust'%er satisfacti' .

I case 'f I sura ce ser2ice )r'2ided 6y the 6a %'st 'f the )e')(e ha2eta e Met S%art )(us )(a a d Met s%art !'(d. S' there is eeed 'f i%)r'2e%e t i 'ther )'(icies )r'2ided 6y the 6a 6y %a i ! 2ari'us%ar eti ! strate!ies.

M'st 'f )e')(e had rate the ser2ice )r'2ided 6y ,:- 6a as a a!e t as!''d that %ea s cust'%er are satisfied 6y I sura ce ser2ice

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CUSTOMER SATISFACTION IN THIRD PARTY SER ICES OFJ&K BANK

@UESTIONNAIRE

AGE= ]]]]]]]]]]]]]]]]]]]]

9ROFESSION= ]]]]]]]]]]]]]]]]]]]]

UALIFICTION= ]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]

SE = ]]]]]]]]]]]]]]]]]]]]

INCOME a ua((yB ]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]

5. Are u a7are 'f the differe t credit card 'ffered 6y ,:- 6a

Yes I sura N'

3. hich card 7i(( y'u )refer

"(ue e%)'7er%e t card Si(2er e%)'7er%e t card

G'(d e%)'7er%e t card

$. Are y'u fi di ! a y difficu(ty 7hi(e usi ! credit card& if yes !i2e a yi sta ce

]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]] ]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]

. D'es the c'%)a y s'(2e y'ur )r'6(e%s 'r >ueries i ti%e

Yes N'

. H'7 7'u(d y'u rate the i terest rate char!ed 6y ,:- "a ' credit cards

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Hi!h L'7

Mediu% C'%)etiti2e

. Are y'u satisfied 7ith the "a de(i2ery 'f state%e t 'f ur 6i((s

Yes N'

. H'7 7'u(d y'u rate credit card ser2ices )r'2ided 6y ,:- "a

E0ce((e t G''d

A2era!e "e('7 a2era!e

Y'ur Su!!esti' a6'ut credit card if a y

K. Are y'u usi ! %utua( fu d ser2ices )r'2ided 6y ,:- "a

Yes N'

J. Are y'u satisfied 7ith the ti%e(y i f'r%ati' 'f the Mutua( Fu ds that the 6a )r'2ided

Yes N'

54. D' y'u fi d a y difficu(ty 7hi(e the )urchase 'f Mutua( Fu ds

Yes N' 55. D' y'u !et easy a d re>uired i f'r%ati' i the t'((#free 's fi a ced 6y the%utua( fu d )r'2ider

Yes N'

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53. D' y'u !et the ti%e(y feed 6ac f'r the %' ey y'u ha2e i 2ested i %utua(fu ds

Yes N'

%6"Are y'u satisfied 7ith the ser2ices 'f the ,:- 6a i ter%s 'f >uery ha d(i !'f Mutua( Fu ds

Yes N'

Y'ur su!!esti' a6'ut Mutua( Fu ds

]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]

%'"Ha2e y'u ta e a y i sura ce )'(icy fr'% ,:- 6a & if yes s)ecify the a%e7hich )'(icy y'u ha2e ta e

]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]

5 . Are y'u satisfied 6y the ty)e 'f i sura ce )r'duct8)ac a!es )r'2ided

5 . H'7 7'u(d y'u rate the ser2ices 'r assista ce )r'2ided 6y ,:- 6a as aa!e t

E0ce((e t G''d

A2era!e "e('7 a2era!e

5 . Are y'u satisfied 7ith the !r'7th !e erated 6y the )'(icy that y'u ha2e

Yes N'

Y'ur su!!esti' a6'ut MetLife

]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]]

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BIB2O!RAPHY

777.* 6a . et

777.!''!(e.c'%

Mar eti ! Ma a!e%e t #### "y= 9hi(i) -'t(er.

Research Meth'd'('!y #### "y= -'thari

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