Date of submission: 30 th April, 2013 Project report on “Customer Satisfaction level in banks : Comparison between Private and Nationalized Banks” Submitted in partial fulfillment of the requirement for the reward of Degree of MASTER OF BUSINESS ADMINISTRATION Session 2011-2013 Punjabi University, Patiala Supervised By: Submitted by: Dr .Raj Kumar Gautam Rohit Bansal 1
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Date of submission: 30th April, 2013
Project report on
“Customer Satisfaction level in banks : Comparison between Private and Nationalized Banks”
Submitted in partial fulfillment of the requirement for the reward of Degree of
MASTER OF BUSINESS ADMINISTRATION
Session 2011-2013
Punjabi University, Patiala
Supervised By: Submitted by:
Dr .Raj Kumar Gautam Rohit Bansal
MBA II(Sem 4 rth )
Roll no. 2918
PUNJABI UNIVERSITY REGIONAL CENTRE FOR INFORMATION TECHNOLOGY & MANAGEMENT,
MOHALI
1
GUIDE’S CERTIFICATE
This is to certify that ROHIT BANSAL the student of MBA 2nd has carried out the project report as per the syllabus of Punjabi university Patiala on “Customer Satisfaction level in banks: Comparison between Private and Nationalized Banks.” under my guidance.
Dr. Raj Kumar Gautam
2
DECLARATION
I Rohit Bansal, the student of MBA in Punjabi University Regional Centre for IT &
Management, Mohali completed my project “Customer Satisfaction level in banks:
Comparision between Private and Nationalized Banks” under the guidance of Dr. Raj
Kumar Gautam, Professor of Punjabi University Regional Centre for IT & Management,
Mohali. It is carried out by me for the partial fulfillment of the course requirements of Masters
of Business Administration. It is the original work done by me and the information provided in
the study is authenticated to the best of my knowledge.
Further I want to convey that no copy of this project is submitted by me in any other university
for award of any other degree or diploma etc.
ROHIT BANSAL
MBA II (Semester 4th)
3
ACKNOWLEDGEMENT
Concentration, dedication, hard work and application are essential but not the only factor to achieve the desired goal.
The project report on “Customer Satisfaction level in banks: “Comparison between Private and Nationalized Banks” has been given to me as part of the curriculum in 2-Years Masters Degree in Business Administration.
A large number of individuals have contributed to project. This project is a humble attempt to sketch down the contribution of all those persons who have directly or indirectly given their precious time and help along with proper guidance for making this report in the following shape.
I express my deep and sincere gratitude to Dr. Raj Kumar Gautam, Professor, Punjabi University Regional Centre for Information Technology and Management, Mohali for his extensive and valuable guidance that was available to me.
I have tried my best to present this information as clearly as possible.
I am thankful to all my friends and batch mates for their help in completing this report work. Finally, I am thankful to my entire family members for their great support and encouragement.
Date : Rohit Bansal30 April, 2013 MBA II 4 th sem
Roll no 2918
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EXECUTIVE SUMMARY
One of the important functions of the Bank is to accept deposits from the public for the
purpose of lending and as such depositors are the major stakeholders of the Banking System. The
depositors and their interests form the key area of the regulatory framework for banking in India
and this has been enshrined in the Banking Regulation Act, 1949. The Reserve Bank of India is
empowered to issue directives/advices on interest rates on deposits and other aspects regarding
conduct of deposit accounts from time to time. With liberalization in the financial system and
deregulation of interest rates, banks are now free to formulate deposit products within the broad
guidelines issued by RBI. This policy document on deposits outlines the guiding principles in
respect of formulation of various deposit products offered by the Bank and terms and conditions
governing the conduct of the account.
This research report deals with the comparison of products and services of private and
Nationalized banks like Axis Bank, ICICI Bank, State Bank of Patiala and Punjab National
Bank.
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Chapter 1
INTRODUCTION TO
INDIAN BANKING SECTOR
6
1. INTRODUCTION
The Indian banking can be broadly categorized into nationalized (government owned),
private banks and specialized banking institutions. The Reserve Bank of India acts a centralized
body monitoring any discrepancies and shortcoming in the system. Since the nationalization of
banks in 1969, the public sector banks or the nationalized banks have acquired a place of
prominence and has since then seen tremendous progress. The need to become highly customer
focused has forced the slow-moving public sector banks to adopt a fast track approach. The
unleashing of products and services through the net has galvanized players at all levels of the
banking and financial institutions market grid to look anew at their existing portfolio offering.
Conservative banking practices allowed Indian banks to be insulated partially from the Asian
currency crisis.Indian banks are now quoting al higher valuation when compared to banks in
other Asian countries (viz. Hong Kong, Singapore, Philippines etc.) that have major problems
linked to huge Non Performing Assets (NPAs) and payment defaults. Co-operative banks are
nimble footed in approach and armed with efficient branch networks focus primarily on the ‘high
revenue’ niche retail segments.
The Indian banking has finally worked up to the competitive dynamics of the ‘new’
Indian market and is addressing the relevant issues to take on the multifarious challenges of
globalization. Banks that employ IT solutions are perceived to be ‘futuristic’ and proactive
players capable of meeting the multifarious requirements of the large customers base. Private
banks have been fast on the uptake and are reorienting their strategies using the internet as a
medium The Internet has emerged as the new and challenging frontier of marketing with the
conventional physical world tenets being just as applicable like in any other marketing medium.
The Indian banking has come from a long way from being a sleepy business institution to
a highly proactive and dynamic entity. This transformation has been largely brought about by
the large dose of liberalization and economic reforms that allowed banks to explore new business
opportunities rather than generating revenues from conventional streams (i.e. borrowing and
lending). The banking in India is highly fragmented with 30 banking units contributing to almost
50% of deposits and 60% of advances. Indian nationalized banks (banks owned by the
government) continue to be the major lenders in the economy due to their sheer size and
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penetrative networks which assures them high deposit mobilization. The Indian banking can be
broadly categorized into nationalized, private banks and specialized banking institutions.
Banks are using electronic medium of delivery to save expenses. Development in
technology has enabled banks to perform the repetitive to work without error and at a lower cost.
Value addition to each of the products is only way to attract customers. Competition has
provided choice to customers. Today’s customer’s compare the offers are available in the market
and select the ones, which give better value. Banks should attract long term deposits to ensure
that there is no asset liability mismatch. Banks are now funding long-term assets like loans for
infrastructure / housing with long gestation / repayment schedule with long-term liabilities. Long
term deposits result in matching of assets and liabilities.
In the service industry like ‘Banking’, promotion assumes all the more important position as
what we really sell is ‘abstract’ thing, i.e., service with the interest rates, range of products, being
more or less same, the service given through proper promotion channels makes all the difference
between two Banks in marketing context.
Promotion can thus mean ‘communicating with the buyer (customer). In order to strengthen his
attitudes that are favorable to the (Bank’s) sellers’ offering and to change his attitudes, which are
unfavorable to the sellers. This pre-supposes ensuring that such buyers become satisfied
Axis Bank ICICI Bank State Bank of Patiala Punjab National Bank
1918 16 15
5
6 76
0 2 3 1
Saving A/c Fixed Deposit A/c current A/c Loan A/c
INTERPRETATION: According to 25 respondents of Axis Bank 19 of them are having saving a/c, 5 of them are having fixed a/c and rest 1 of them are having current a/c.
According to 25 respondents of ICICI Bank 18 of them are having saving a/c, 6 of them are having fixed a/c, 4 of them are having current a/c and rest 2 of them are having loan a/c in this bank.
According to 25 respondents of State Bank of Patiala Bank 16 of them are having saving a/c, 7 of them are having fixed a/c, 3 of them are having current a/c and rest 3 of them are having loan a/c in this bank.
According to 25 respondents of Punjab National Bank 15 of them are having saving a/c, 6 of them are having fixed a/c, 3 of them are having current a/c and rest 1 of them are having loan a/c in this bank.
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Q3. Which of the following factors influenced you most while opening an account in the
Bank?
TABLE: 3
Axis Bank
ICICI Bank
State Bank of Patiala
Punjab National Bank
Advertisement 5 7 3 6Advise of a friends 7 9 6 8Familiarity with bank employees 11 13 12 11Advise of existing customers of the bank 15 13 12 10Near to home/Office 8 10 9 7A/c of other family members 12 14 13 10Office salary transferred in the bank 5 3 4 6Brand name 9 13 5 6Any other 2 2 1 3
GRAPH: 3
Adve
rtise
men
t
Advi
se o
f a fr
iends
Fam
iliar
ity w
ith b
ank
emplo
yees
Advi
se o
f exi
sting
cust
omer
s of t
he...
Nea
r to
hom
e/O
ffice
A/c
of o
ther
fam
ily m
ember
s
Offi
ce sal
ary
tran
sfer
red in
the
bank
Brand n
ame
Any
other
5 7 11 15 8 12 5 9 2
7 9 13 13 10 14 313
2
3 6 12 12 9 134
5
1
6 8 11 10 7 106
63
Axis Bank ICICI BankState Bank of Patiala Punjab National Bank
INTERPRETATION: According to 25 respondents of Axis Bank 5 of them are influenced by
advertisement, 7 of them are influenced by Advise of friends, 11 of them are influenced by
Familiarity with bank employees, 15 of them are influenced by Advise of existing customers of
the bank, 8 of them are influenced by Near to home/Office, 12 of them are influenced by A/c of
other family members, 5 of them are influenced by Office salary transferred in the bank, 9 of
them are influenced by Brand name and rest 2 of them are influenced by Any other source.
According to 25 respondents of ICICI Bank 7 of them are influenced by advertisement, 9
of them are influenced by Advise of friends, 13 of them are influenced by Familiarity with bank
employees, 13 of them are influenced by Advise of existing customers of the bank, 10 of them 68
are influenced by Near to home/Office, 14 of them are influenced by A/c of other family
members, 3 of them are influenced by Office salary transferred in the bank, 13 of them are
influenced by Brand name and rest 2 of them are influenced by Any other source.
According to 25 respondents of State Bank of Patiala Bank 3 of them are influenced by
advertisement, 6 of them are influenced by Advise of friends, 12 of them are influenced by
Familiarity with bank employees, 12 of them are influenced by Advise of existing customers of
the bank, 9 of them are influenced by Near to home/Office, 13 of them are influenced by A/c of
other family members, 4 of them are influenced by Office salary transferred in the bank, 5 of
them are influenced by Brand name and rest 1 of them are influenced by Any other source.
According to 25 respondents of Punjab National Bank 6 of them are influenced by
advertisement, 8 of them are influenced by Advise of friends, 11 of them are influenced by
Familiarity with bank employees, 10 of them are influenced by Advise of existing customers of
the bank, 7 of them are influenced by Near to home/Office, 10 of them are influenced by A/c of
other family members, 6 of them are influenced by Office salary transferred in the bank, 6 of
them are influenced by Brand name and rest 3 of them are influenced by Any other source.
Q4. Which of the following service/products your bank provides(please tick)?
Axis Bank ICICI Bank State Bank of Patiala Punjab National Bank
INTERPRETATION: According to 25 respondents of Axis Bank all says that bank provides the service of Saving accounts and current accounts, 20 of them says that bank provides the services of fixed deposits a/c’s, 10 of them says that bank provides the services of semi fixed deposits accounts, 7 of them says that bank provides the services of share plus, 22 of them says that bank provides the services of housing loan, 8 of them says that bank provides the services of education loan, 10 of them says that bank provides the services of consumer loan, 14 of them says that bank provides the services of personal loan, 20 of them says that bank provides the services of auto loan, 8 of them says that bank provides the services of loan against securities, 15 of them says that bank provides the services of Demat a/c, 5 of them says that bank provides the facilities of overdrafts, There is no response for the facility of Letter of Credit, 7 of them says that bank provides the services of Discounting of bills, 15of them says that bank provides the services of Internet banking, 25 of them says that bank provides the services of mobile banking, 13 of them says that bank provides the services of home banking, 25 of them says that bank provides the facility of ATMs, 17 of them says that bank provides the facility of Credit cards, 12 of them says that bank provides the facility of Debit cards, 7 of them says that bank provides the Locker facilities.
According to 25 respondents of ICICI Bank all says that bank provides the service of Saving accounts and current accounts, 18 of them says that bank provides the services of fixed deposits a/c’s, 12 of them says that bank provides the services of semi fixed deposits accounts, 9 of them says that bank provides the services of share plus, 19 of them says that bank provides the services of housing loan, 6 of them says that bank provides the services of education loan, 13of
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them says that bank provides the services of consumer loan, 17 of them says that bank provides the services of personal loan, 22 of them says that bank provides the services of auto loan, 5 of them says that bank provides the services of loan against securities, 12 of them says that bank provides the services of Demat a/c, 4 of them says that bank provides the facilities of overdrafts, There is no response for the facility of Letter of Credit, 3 of them says that bank provides the services of Discounting of bills, 17of them says that bank provides the services of Internet banking, 25 of them says that bank provides the services of mobile banking, 18 of them says that bank provides the services of home banking, 25 of them says that bank provides the facility of ATMs, 14 of them says that bank provides the facility of Credit cards, 16 of them says that bank provides the facility of Debit cards, 8 of them says that bank provides the Locker facilities.
According to 25 respondents ofState Bank of PatialaBank all says that bank provides the service of Saving accounts,Current accounts and fixed deposits a/c’s, 5 of them says that bank provides the services of semi fixed deposits accounts, 3 of them says that bank provides the services of share plus, 15 of them says that bank provides the services of housing loan, 14 of them says that bank provides the services of education loan, 17 of them says that bank provides the services of consumer loan, 7 of them says that bank provides the services of personal loan, 24 of them says that bank provides the services of auto loan, 11 of them says that bank provides the services of loan against securities, 8 of them says that bank provides the services of Demat a/c, 7 of them says that bank provides the facilities of overdrafts, There is no response for the facility of Letter of Credit and Discounting of bills, 21of them says that bank provides the services of Internet banking, 22 of them says that bank provides the services of mobile banking, 19 of them says that bank provides the services of home banking, 25 of them says that bank provides the facility of ATMs, 17of them says that bank provides the facility of Credit cards, 13 of them says that bank provides the facility of Debit cards, 10 of them says that bank provides the Locker facilities.
According to 25 respondents ofPunjab NationalBank all says that bank provides the service of Saving accounts,Current accounts and fixed deposits a/c’s, 7 of them says that bank provides the services of semi fixed deposits accounts, 5 of them says that bank provides the services of share plus, 20 of them says that bank provides the services of housing loan, 12 of them says that bank provides the services of education loan, 11 of them says that bank provides the services of consumer loan, 9 of them says that bank provides the services of personal loan, 21 of them says that bank provides the services of auto loan, 10 of them says that bank provides the services of loan against securities, 7 of them says that bank provides the services of Demat a/c, 3 of them says that bank provides the facilities of overdrafts, There is no response for the facility of Letter of Credit and Discounting of bills, 16of them says that bank provides the services of Internet banking, 23 of them says that bank provides the services of mobile banking, 12 of them says that bank provides the services of home banking, 25 of them says that bank provides the facility of ATMs, 15of them says that bank provides the facility of Credit cards, 17 of them says that bank provides the facility of Debit cards, 9 of them says that bank provides the Locker facilities.
Q5. How do you generally come to know about the existing or new services/ products offered by your bank?
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TABLE: 5
Axis Bank
ICICI Bank
State Bank of Patiala
Punjab National Bank
Through advertisement 7 9 6 8Through staff of the bank 9 12 8 11Through manager of the bank 5 11 4 7Through funds 4 10 3 5Through existing customers of the bank 3 6 4 3Through website of your bank 4 9 6 8Through customer meetings 3 7 2 5Any other 2 3 1 2
GRAPH: 5
Thro
ugh a
dverti
sem
ent
Thro
ugh st
aff o
f the
bank
Thro
ugh m
anag
e of t
he ban
k
Thro
ugh fu
nds
Thro
ugh e
xisti
ng cu
stom
ers o
f the
bank
Thro
ugh w
ebsit
e of y
our ban
k
Thro
ugh cu
stom
er m
eetings
Any oth
er7 9 5 4 3 4 3 2
9 12 11 10 6 9 7 36 8 4 3 4
6 2 18 11 7 5 3 8 5 2
Axis Bank ICICI BankState Bank of Patiala Punjab National Bank
INTERPRETATION: According to 25 respondents of Axis Bank 7 of them say that they come
to know about the existing or new services/ products offered by bank through advertisement, 9 of
them say that they come to know about the existing or new services/ products offered by bank
through staff of the bank, 5 of them say that they come to know about the existing or new
services/ products offered by bank through manager of the bank, 4 of them say that they come to
know about the existing or new services/ products offered by bank through funds, 3 of them say
that they come to know about the existing or new services/ products offered by bank through
existing customers of the bank, 4 of them say that they come to know about the existing or new
services/ products offered by bank through website of your bank, 3 of them say that they come to
know about the existing or new services/ products offered by bank through customer meetings
73
and rest 2 of them say that they come to know about the existing or new services/ products
offered by bank through Any other sources.
According to 25 respondents of ICICI Bank 9 of them say that they come to know about
the existing or new services/ products offered by bank through advertisement, 12 of them say
that they come to know about the existing or new services/ products offered by bank through
staff of the bank, 11 of them say that they come to know about the existing or new services/
products offered by bank through manager of the bank, 10 of them say that they come to know
about the existing or new services/ products offered by bank through funds, 6 of them say that
they come to know about the existing or new services/ products offered by bank through existing
customers of the bank, 9 of them say that they come to know about the existing or new services/
products offered by bank through website of your bank, 7 of them say that they come to know
about the existing or new services/ products offered by bank through customer meetings and rest
3 of them say that they come to know about the existing or new services/ products offered by
bank through Any other sources.
According to 25 respondents of State Bank of Patiala Bank 6 of them say that they come
to know about the existing or new services/ products offered by bank through advertisement, 8 of
them say that they come to know about the existing or new services/ products offered by bank
through staff of the bank, 4 of them say that they come to know about the existing or new
services/ products offered by bank through manager of the bank, 3 of them say that they come to
know about the existing or new services/ products offered by bank through funds, 4 of them say
that they come to know about the existing or new services/ products offered by bank through
existing customers of the bank, 6 of them say that they come to know about the existing or new
services/ products offered by bank through website of your bank, 2 of them say that they come to
know about the existing or new services/ products offered by bank through customer meetings
and rest 1 of them say that they come to know about the existing or new services/ products
offered by bank through Any other sources..
According to 25 respondents of Punjab National Bank 8 of them say that they come to
know about the existing or new services/ products offered by bank through advertisement, 11 of
them say that they come to know about the existing or new services/ products offered by bank
through staff of the bank, 7 of them say that they come to know about the existing or new
services/ products offered by bank through manager of the bank, 5 of them say that they come to
74
know about the existing or new services/ products offered by bank through funds, 3 of them say
that they come to know about the existing or new services/ products offered by bank through
existing customers of the bank, 8 of them say that they come to know about the existing or new
services/ products offered by bank through website of your bank, 5 of them say that they come to
know about the existing or new services/ products offered by bank through customer meetings
and rest 2 of them say that they come to know about the existing or new services/ products
offered by bank through Any other sources..
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Q6. Do they send you regular statements?
TABLE: 6
Axis Bank ICICI BankState Bank of Patiala
Punjab National Bank
Yes 20 25 11 17
No 5 0 14 8
GRAPH: 6
Axis Bank ICICI Bank State Bank of Patiala Punjab National Bank
20
25
11
17
5
0
14
8
Yes No
INTERPRETATION: According to 25 respondents of Axis Bank 20 of them say yes they send
regular statement and rest 5 of them say no they do not send regular statement.
According to 25 respondents of ICICI Bank 20 of them say yes they send regular
statement and rest 5 of them say no they do not send regular statement.
According to 25 respondents of State Bank of Patiala 20 of them say yes they send
regular statement and rest 5 of them say no they do not send regular statement.
According to 25 respondents of Punjab National Bank 20 of them say yes they send
regular statement and rest 5 of them say no they do not send regular statement.
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Q7. At the time of selection of bank how would you rate the following factors?
TABLE: 7
Most Important Important
Neither important nor un-important.
Un- Important
Most Un- Important
Location of branches. 12 19 37 11 21Layout of branches. 21 32 29 10 8Promity of place of resident/ employment/business/ knowledgeable 23 39 20 11 7Behaviour of Staff. 29 33 38 0 0Familiarity with bank employees. 27 38 35 0 0Working Hours available. 21 37 36 6 0Qualities of services. 39 42 19 0 0No. of ATM’s 37 46 17 0 0Selling arrangements. 29 32 39 0 0Higher rate of interest on deposits. 36 40 24 0 0Lower rate of interest on Loans. 43 57 0 0 0Reasonable service charges. 19 27 40 40 4Minimum Balanced requirements. 12 17 39 39 10Any other specify 0 0 0 0 0
GRAPH: 7
Loca
tion of branch
es.
Layo
ut of b
ranches.
Promity of p
lace of re
sident/
employment/b
usiness/
knowledgeable
Behaviour o
f Staff.
Familia
rity w
ith bank e
mployees.
Working Hours
availa
ble.
Qualities o
f servi
ces.
No. of A
TM’s
Sellin
g arrangements.
Higher rate of in
terest on deposit
s.
Lower r
ate of interest
on Loans.
Reasonable servi
ce ch
arges.
Minimum Balance
d require
ments.
Any other s
pecify
12 21 23 29 27 21 39 37 29 36 4319 12 0
1932 39 33 38 37
42 4632
4057
27 170
3729 20 38 35 36
19 1739 24
0
40 39
0
1110 11
0 0 6 0 0 0 0 040 39
0
21 8 7 0 0 0 0 0 0 0 0 4 10
0
Most Important Important Neither important nor un-important. Un Important
Most Un Important
INTERPRETATION: According to the 100 respondentsof banks 12 of them say that location of branches is most important at the time of selection of bank, 19 of them say that location of
77
branches is important at the time of selection of bank, 37 of them say that location of branches is neither important nor unimportantat the time of selection of bank, 11 of them say that location of branches is unimportantat the time of selection of bank, and rest 21 of them say that location of branches is most unimportantat the time of selection of bank
According to the 100 respondentsof banks 21 of them say that Layout of branches is most important at the time of selection of bank, 32 of them say that Layout of branches is important at the time of selection of bank, 29 of them say that Layout of branches is neither important nor unimportantat the time of selection of bank, 10 of them say that Layout of branches is unimportantat the time of selection of bank, and rest 8 of them say that Layout of branches is most unimportantat the time of selection of bank.
According to the 100 respondentsof banks 23 of them say that Promity of place of resident/ employment/business/ knowledgeable is most important at the time of selection of bank, 39 of them say that Promity of place of resident/ employment/business/ knowledgeable is important at the time of selection of bank, 20 of them say that Promity of place of resident/ employment/business/ knowledgeable is neither important nor unimportantat the time of selection of bank, 11 of them say that Promity of place of resident/ employment/business/ knowledgeable is unimportantat the time of selection of bank, and rest 7 of them say that Promity of place of resident/ employment/business/ knowledgeable is most unimportantat the time of selection of bank.
According to the 100 respondentsof banks 29 of them say that Behaviour of Staff is most important at the time of selection of bank, 33 of them say that Behaviour of Staff is important at the time of selection of bank, and rest 38 of them say that Behaviour of Staff is neither important nor unimportantat the time of selection of bank.
According to the 100 respondentsof banks 27 of them say that familiarity with bank employees is most important at the time of selection of bank, 38 of them say that familiarity with bank employees is important at the time of selection of bank, and rest 35 of them say that familiarity with bank employees is neither important nor unimportantat the time of selection of bank.
According to the 100 respondentsof banks 21 of them say that working hours available is most important at the time of selection of bank, 37 of them say that working hours available is important at the time of selection of bank, 36 of them say that working hours available is neither important nor unimportantat the time of selection of bank, and rest 6 of them say that working hours availableis unimportant at the time of selection of bank.
According to the 100 respondentsof banks 39 of them say that qualities of service is most important at the time of selection of bank, 42 of them say that qualities of service is important at the time of selection of bank, and rest 19 of them say that qualities of service is neither important nor unimportantat the time of selection of bank.
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According to the 100 respondentsof banks 37 of them say that no. of ATM’s is most important at the time of selection of bank, 46 of them say that no. of ATM’s is important at the time of selection of bank, and rest 17 of them say that no. of ATM’sis neither important nor unimportantat the time of selection of bank.
According to the 100 respondentsof banks 29 of them say that selling arrangements is most important at the time of selection of bank, 32 of them say that selling arrangements is important at the time of selection of bank, and rest 39 of them say that selling arrangementsis neither important nor unimportantat the time of selection of bank.
According to the 100 respondentsof banks 36 of them say that higher rate of interest on deposits is most important at the time of selection of bank, 40 of them say that higher rate of interest on deposits is important at the time of selection of bank, and rest 24 of them say that higher rate of interest on deposits is neither important nor unimportantat the time of selection of bank.
According to the 100 respondentsof banks 43 of them say that lower rate of interest on loans is most important at the time of selection of bank, and rest 57 of them say that lower rate of interest on loans is important at the time of selection of bank.
According to the 100 respondentsof banks 19 of them say that reasonable service charges is most important at the time of selection of bank, 27 of them say that reasonable service is important at the time of selection of bank, 40 of them say that reasonable service is neither important nor unimportantat the time of selection of bank, 10 of them say that reasonable service is unimportant at the time of selection of bank and rest 4 of them say thatreasonable service is most unimportant at the time of selection of bank.
According to the 100 respondentsof banks 12 of them say that minimum balanced requirements is most important at the time of selection of bank, 17 of them say that minimum balanced requirements is important at the time of selection of bank, 39 of them say that minimum balanced requirements is neither important nor unimportantat the time of selection of bank, 22 of them say that minimum balanced requirements is unimportant at the time of selection of bank and rest 10 of them say thatminimum balanced requirements is most unimportant at the time of selection of bank.
79
Q8. How often do you use ATM in a month?
TABLE: 8
Axis Bank ICICI BankState Bank of Patiala
Punjab National Bank
Less then 3 times 7 1 9 65 times 11 12 9 105 to 10 times 5 9 6 7More then 10 2 3 1 2
GRAPH: 8
Axis Bank ICICI Bank State Bank of Patiala Punjab National Bank
7
1
96
11
12
9
10
5
9
67
2 31 2
Less then 3 times 5 times 5 to 10 times More then 10
INTERPRETATION: According to 25 respondents of Axis Bank 7 of them say that they use
their ATM Less than 3 times, 1 of them say that they use their ATM 5 times in a month, 9 of
them say that they use their ATM 5 to 10 times in a month and rest 6 of them say that they use
their ATM more than 10in a month.
According to 25 respondents of ICICI Bank 11 of them say that they use their ATM Less
than 3 times, 12 of them say that they use their ATM 5 times in a month, 9 of them say that they
use their ATM 5 to 10 times in a month and rest 10 of them say that they use their ATM more
than 10 in a month.
According to 25 respondents of State Bank of Patiala Bank 5 of them say that they use
their ATM Less than 3 times, 9 of them say that they use their ATM 5 times in a month, 6 of
80
them say that they use their ATM 5 to 10 times in a month and rest 7 of them say that they use
their ATM more than 10in a month.
According to 25 respondents of Punjab National Bank 2 of them say that they use their
ATM Less than 3 times, 3 of them say that they use their ATM 5 times in a month, 1of them say
that they use their ATM 5 to 10 times in a month and rest 2 of them say that they use their ATM
more than 10in a month.
81
Q9. Have you even faced any problem with ATM ?
TABLE: 9
Axis Bank
ICICI Bank
State Bank of Patiala
Punjab National Bank
Waiting in long Que 5 4 6 5Inserting card in correctly 3 2 4 2Limit on daily withdrawal 3 2 3 3Light problem 0 0 1 0ATM working too slowly 1 2 1 1Incorrect amount of cash dispensed 1 1 2 1ATM not able to prints slips when demanded 2 1 3 2Balance deducted but cash does not received 1 1 2 1Currency is not proper 2 1 1 2No choice of currency option 1 1 1 1None of the above 6 10 1 7any other 0 0 0 0
GRAPH: 9
Waiting in
long Q
ue
Inserting c
ard in
corre
ctly
Limit o
n daily with
drawal
Light p
roblem
ATM worki
ng too slo
wly
Incorrect a
mount of ca
sh dispen
sed
ATM not a
ble to prin
ts slip
s when
deman
ded
Balance
deducte
d but cash does
not recei
ved
Currency
is not p
roper
No choice
of curre
ncy option
None of th
e above
any o
ther
5 3 30
1 1 2 1 2 1 60
4 2 2
0
21 1 1
1 110
0
6 4 31
12 3 2 1 1 1
0
5 2 30
1 1 2 1 2 1 7
0
Axis Bank ICICI Bank State Bank of Patiala Punjab National Bank
INTERPRETATION: According to 25 respondents of Axis Bank 5 of them say that they faced
problems with ATM’s due to Waiting in a long que, 3 of them say that they faced problems with
ATM’s due to Inserting card Incorrectly, 3 of them say that they faced problems with ATM’s
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due to the Limit on daily withdrawals, There is no respondent faced problem with ATM’s due to
Light problem, 1 of them says that they faced a problem with ATM’s due to ATM working too
slowly, 1 of them says that they faced a problem with ATM’s due to Incorrect amount of cash
dispensed, 2 of them say that they faced problem with ATM’s due to ATM is not able to prints
slips when demanded, 1 of them says that they have a problem due to Balance deduct but cash
does not received, 2 of them say that they have a problem due to Currency is not proper in
ATM’s machines, 1 of them says that they have a problem due to No choice of currency option
in ATM’s machines, 6 of them say that they have no problem of the above, There is no response
for any other option.
According to 25 respondents of ICICI Bank 4 of them say that they faced
problems with ATM’s due to Waiting in a long que, 2 of them say that they faced problems with
ATM’s due to Inserting card Incorrectly, 2 of them say that they faced problems with ATM’s
due to the Limit on daily withdrawals, There is no respondent faced problem with ATM’s due to
Light problem, 2 of them say that they faced a problem with ATM’s due to ATM working too
slowly, 1 of them says that they faced a problem with ATM’s due to Incorrect amount of cash
dispensed, 1 of them says that they faced problem with ATM’s due to ATM is not able to prints
slips when demanded, 1 of them says that they have a problem due to Balance deduct but cash
does not received, 1 of them says that they have a problem due to Currency is not proper in
ATM’s machines, 1 of them says that they have a problem due to No choice of currency option
in ATM’s machines, 10 of them say that they have no problem of the above, There is no
response for Any other option.
According to 25 respondents of State Bank of Patiala 6 of them say that they
faced problems with ATM’s due to Waiting in a long que, 4 of them say that they faced
problems with ATM’s due to Inserting card Incorrectly, 3 of them say that they faced problems
with ATM’s due to the Limit on daily withdrawals, 1 of them says that he faced problem with
ATM’s due to Light problem, 1 of them says that they faced a problem with ATM’s due to ATM
working too slowly, 2 of them say that they faced a problem with ATM’s due to Incorrect
amount of cash dispensed, 3 of them says that they faced problem with ATM’s due to ATM is
not able to prints slips when demanded, 2 of them say that they have a problem due to Balance
deduct but cash does not received, 1 of them says that they have a problem due to Currency is
not proper in ATM’s machines, 1 of them says that they have a problem due to No choice of
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currency option in ATM’s machines, 1 of them says that they have no problem of the above,
There is no response for Any other option.
According to 25 respondents of Punjab National Bank 5 of them say that they
faced problems with ATM’s due to Waiting in a long que, 2 of them say that they faced
problems with ATM’s due to Inserting card Incorrectly, 3 of them say that they faced problems
with ATM’s due to the Limit on daily withdrawals, None of the respondent faced problem with
ATM’s due to Light problem, 1 of them says that they faced a problem with ATM’s due to ATM
working too slowly, 1 of them says that they faced a problem with ATM’s due to Incorrect
amount of cash dispensed, 2 of them says that they faced problem with ATM’s due to ATM is
not able to prints slips when demanded, 1 of them says that they have a problem due to Balance
deduct but cash does not received, 2 of them say that they have a problem due to Currency is not
proper in ATM’s machines, 1 of them says that they have a problem due to No choice of
currency option in ATM’s machines, 7 of them say that they have no problem of the above,
There is no response for Any other option.
84
Q10. Your opinion regarding information displayed on site ?
TABLE: 10
Axis BankICICI Bank
State Bank of Patiala
Punjab National Bank
Sufficient 12 17 5 11In Sufficient 4 2 6 3
GRAPH: 10
Axis Bank ICICI Bank State Bank of Patiala Punjab National Bank
1217
5
11
42
6
3
Sufficient In Sufficient
INTERPRETATION: According to 16 respondents of Axis Bank 12 of them say that there is sufficientinformation displayed on site and rest 4 of them say that there is in sufficient information displayed on site
According to 19 respondents of ICICI Bank 17 of them say that there is sufficientinformation displayed on site and rest 2 of them say that there is in sufficient information displayed on site
According to 11 respondents of State Bank of Patiala Bank 5 of them say that there is sufficientinformation displayed on site and rest 6 of them say that there is in sufficient information displayed on site
According to 14 respondents of Punjab National Bank 11 of them say that there is sufficientinformation displayed on site and rest 3 of them say that there is in sufficient information displayed on site
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Q11. Have you ever availed or tried to avail the loan from bank?
TABLE: 11
Axis Bank ICICI BankState Bank of Patiala
Punjab National Bank
Yes 7 11 10 9No 18 14 15 16
GRAPH: 11
Axis Bank ICICI Bank State Bank of Patiala Punjab National Bank
711 10 9
1814 15 16
Yes No
INTERPRETATION: According to 25 respondents of Axis Bank 7 of them say yes they have availed or tried to avail the loan from bank and rest 18 of them say no they have not availed or tried to avail the loan from bank.
According to 25 respondents of ICICI Bank 11 of them say yes they have availed or tried to avail the loan from bank and rest 14 of them say no they have not availed or tried to avail the loan from bank.
According to 25 respondents of State Bank of Patiala Bank 10 of them say yes they have availed or tried to avail the loan from bank and rest 15 of them say no they have not availed or tried to avail the loan from bank.
According to 25 respondents of Punjab National Bank 16 of them say yes they have availed or tried to avail the loan from bank and rest 9 of them say no they have not availed or tried to avail the loan from bank.
86
Q12. Was the disbursed amount sufficient to meet your needs?
TABLE: 12
Axis Bank ICICI BankState Bank of Patiala
Punjab National Bank
Yes 3 4 3 4No 4 7 7 5
GRAPH: 12
Axis Bank ICICI Bank State Bank of Patiala Punjab National Bank
3 4 34
4 7 75
Yes No
INTERPRETATION: According to 7 respondents of Axis Bank 3 of them say yes the disbursed amount sufficient to meet their needs and rest 4 of them say no the disbursed amount is not sufficient to meet their needs.
According to 11 respondents of ICICI Bank 4 of them say yes the disbursed amount sufficient to meet their needs and rest 7 of them say no the disbursed amount is not sufficient to meet their needs.
According to 10 respondents of State Bank of Patiala Bank 3 of them say yes the disbursed amount sufficient to meet their needs and rest 7 of them say no the disbursed amount is not sufficient to meet their needs.
According to 9 respondents of Punjab National Bank 4 of them say yes the disbursed amount sufficient to meet their needs and rest 5 of them say no the disbursed amount is not sufficient to meet their needs.
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If No tick the other sources from where you raise extra money to fulfill your needs
TABLE:
Axis Bank ICICI BankState Bank of Patiala
Punjab National Bank
Any other bank 0 1 1 0Friends & relatives 2 3 4 3Financial institution 1 2 1 1Any other 1 1 1 1
GRAPH:
Axis Bank ICICI Bank State Bank of Patiala Punjab National Bank
01 1
0
2
34
3
12
11
11 1 1
Any other bank Friends & relatives Financial institution Any other
INTERPRETATION: According to 4 respondents of Axis Bank 1 of them say that friends and
relatives raise extra money to fulfill their needs, 1 of them say that financial institutional raise
extra money to fulfill their needs and rest 1 of them say that any other source raise extra money
to fulfill their needs.
According to 7 respondents of ICICI Bank 1 of them say that any other bank raise extra
money to fulfill their needs, 3 of them say that friends and relatives raise extra money to fulfill
their needs, 2 of them say that financial institutional raise extra money to fulfill their needs, and
rest 1 of them say that financial institutional raise extra money to fulfill their needs.
88
According to 7 respondents of State Bank of Patiala Bank 9 of them say they are highly
satisfactory regarding the overall working of their bank, 7 of them say they are satisfactory
regarding the overall working of their bank, 6 of them say they are neither satisfied nor
dissatisfactory and rest 3 of them say they are dissatisfactory regarding the overall working of
their bank.
According to 5 respondents of Punjab National Bank 12 of them say they are highly
satisfactory regarding the overall working of their bank, 5 of them say they are satisfactory
regarding the overall working of their bank, 6 of them say they are neither satisfied nor
dissatisfactory and rest 2 of them say they are dissatisfactory regarding the overall working of
their bank.
89
Q13. What is your opinion regarding the overall working of your bank ?