CHAPTER I INTRODUCTION AND DESIGN OF THE STUDY

1.1 INTRODUCTION

ORIGIN OF BANK The origin of the word bank in the modern sense, to the German word Bank which mean, heap or mound or joint stock fund. From this, the Italian word Banco meaning heap of money was coined. Some people have the opinion that the word bank is derived from the French words bancus or banque with means a bench. Initially, the bankers the Jews in Lombardy, transacted their business on benches in the market place and the bench resembled the banking counter. If a banker failed, his banque (bench) was broken up by the people, hence the word bankrupt has come. In simple terms bankrupt means a person who has lost all his money, wealth or financial resources.

S.No Pronunciation 1 2 3 Bank Banco Bancus / Banque

Country German (Joint stock fund) Italian (Heap of money) French (Bench/chest a place where valuable are kept) English (Common meaning prevalent today i.e., as an institution accepting money as deposit for lending)

Bank

BANKING Meaning A bank is an institution, which deals with money and credit. This bank is an intermediary, which handles other peoples money both for their advantage and to its own profit. Definition Dr.L.Hart, says that the bankers as One who in the ordinary course of business honours cheques drawn upon him by persons from and for whom he receives money on current accounts. Sir John Paget says that, No person or body corporate otherwise can be a banker who does not, Take deposit accounts Take current accounts Issue and pay cheques and Collect cheques

for his customers. BANKER A person who is doing the banking business is called a Banker. A banker must be a man of wisdom. He deals with others money but with his own mental facilities. A banker is not only acting as a depository agent but also as a Depository of Financial Advices.

CUSTOMER The term customer of a bank has not been defined by any law. As per the views of sir John paget, to constitute a customer there must some negotiable course or habit of dealing in the nature of regular banking business. According to this definition, to constitute a customer of a bank, a person has to satisfy the following conditions. a. There should be a habit of dealing between him and the bank. b. The transaction should be in the nature of regular banking business i.e., frequency of transactions should be there. FEATURES OF BANKING 1. DEALING IN MONEY The banks accept deposits from the public and advancing them as loans to the needy people. The deposits may be of different types current, fixed, saving, etc., accounts accepted on various terms and conditions. 2. DEPOSITS MUST BE WITHDRAWABLE The deposits made by the public can be withdrawable by cheques, draft or otherwise, i.e., the bank issue and pay cheques. The deposits are usually withdrawable on demand.

3. DEALING WITH CREDIT The banks are institutions that can create credit i.e., creation of additional money for lending. feature of banking. 4. COMMERCIAL IN NATURE Since all of the banking functions are carried on with the aim of making profit, it is regarded as a commercial institution. 5. NATURE OF AGENT Besides the basic functions of accepting deposits and lending money as loans, banks posses the character of an agent because of its various agency service. CLASSIFICATION OF BANKS The banking Institution forms an indispensable part in a modern developing society. They perform varied function to meet the various sections of the society. On the basis of the function performed the banks can be classified in to the following types. Thus, creation of credit is the unique

1. Commercial Banks The commercial banks mobilize deposit from the public, which are repayable on demand or at short notice. business in the form of overdraft and cash credit. 2. Investment Banks or Industrial Banks Investment banks provide medium and long-term finance to industries to meet their fixed capital requirements. For existing industries, they lend for expansion and modernization of industries. They help to promote new industries by underwriting the issue of securities. secure funds through share capital and debentures. deposits from the public for long period. 3. Exchange Banks Exchanges banks specialize in financing the foreign trade. foreign trade. The exchange banks discount foreign bills of exchange. 4. Co-operative Banks Banks formed on the principles of co-operation are called co-operative Banks. They provide short-term credit to agriculturist, artisans, small farmers and small-scale industries. They The industrial banks They also receive They lend to traders and manufacturers for short periods. They provide the working capital to the

supply necessary foreign exchange required for settlement of transactions in

5. Land Development Banks Agriculturists require short-term and long-term loans. Land

development banks provide long-term loans to agriculturists for purchasing tools and equipments and cattle and making permanent improvement on land. 6. Savings Banks Savings banks are specialized institutions to collect savings from the poor and middle-income people of the society. incomes. 7. Central Banks Every country has generally one central bank. The central bank act as the leader of the money market supervising, controlling and regulating the activities of the commercial banks and other Financial Institution. These banks primarily intended to encourage habits of thrift and savings among people with small

BANKING SYSTEM IN INDIA Banking system plays a vital role in the economic development of a country. The structure of the banking system in India consists of two parts.
Banking System

Organized

Unorganized

Money Lenders

Indigenous Bankers

Commercial Bankers

Co-operative Bankers

INDIGENOUS BANKS The Indigenous Bankers occupy an important place in the Indian Financial System. From ancient times, Indigenous Banking system has been in existence in Indian. The Indigenous bankers lend money, act as money changes and finance internal trade by means of internal bill of exchange. The Indigenous Bankers do not have contact with other sections of the banking world.

The organized sector consists of commercial banks and co-operative banks. 1. Commercial Bank Commercial banks are the oldest banking institutions in the organized sector. They cuter to the needs of trade, commerce, industries, agriculture, small business, transport and other activities with a wide network of branches through out the country. Commercial banks command a major share in the total banking operations. 2. Co-operative Bank Co-operative Bank, another component of the Indian banking system, originated with the enactment of the Co-operative Credit Societies Act of 1904. The act provided for the establishment of credit societies for financing agriculturists. Under the act number of co-operative credit societies were started. societies. 1.2 STATEMENT OF THE PROBLEM One of the major concerns of Indian planning has been the development of Weaker Sections of the society particularly those in rural areas. Various banks in Gopichetipalayam gives some services to needy people and supply agricultural inputs to rural people. Indian has still attained social, moral and economic independence in terms of its seven thousand villages as distinguished from its cities and
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The Co-operative Credit Societies Act, 1912 provided for

establishment of co-operative central banks by a union of primary credit

towns. The political idea of the bank is creating self-reliant power for the people. But so far no serious attempt has been made to bring out the sailent feature of the Bank in Gopichetipalayam. Hence the present study is undertaken by the scholar. 1.3 OBJECTIVES OF THE STUDY :
1. To study the origin & growth of various banks in Gopichetipalayam.

2. To study socio-economic factors of selected customers of the bank. 3. To know about the type of account held by the customers and their operations.
4. To analysis the customer satisfaction prevailing among the customers

of various banks in Gopichetipalayam. 5. To offer suggestions for the improvement of the bank. 1.4 SCOPE OF THE STUDY : The entire survey was conducted for understanding the customer satisfaction towards the services of various banks in Gopichetipalayam, from this study the preferences and problems of the customers can be met. The customers views about the quality of banking services can be know. This study helps the banker to improve services offered by it to its customers. 1.5 LIMITATIONS OF THE STUDY : The researcher had taken all the necessary steps to carry out the research flawlessly. However due to time and cost factors, the samples were restricted to 50. The study covers only the customers of Gopichetipalayam of Various banks only the customers viewpoint has been studied but the
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banks views has not taken for the study. The findings of this study cannot applied to other branches of the bank. 1.6 RESEARCH METHODOLOGY : Research is common parlance which refers to a search for knowledge. The advance learners dictionary of current English lays down the meaning of research as a Careful investigation or inquiry specially though search for new facts in any branch of knowledge. Research methodology is a way to systematically solving the research problem which may be understood as a science of how research is done scientifically. If the study with various steps that are generally adopted by a researcher in studying the research problem along with the logic behind them. METHODOLOGY A Research design is arrangement of conditions for collection and analysis of data in a manner that aims to combine relevant to the research purpose with economy in procedure Descriptive research design is used in this project study. Descriptive research design Descriptive research includes surveys and fact- finding enquiries of different kinds. The main characteristic of this method is that the researcher

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has no control over the variables that can be only reported about what has happened or what is happening in the organization. Area of the study The questionnaire for customers was prepared and pilot study was conducted in Gopichetipalayam town. The list of customers was taken from the banks records. Period of the study The present study period was two months for collecting primary data from the employees and secondary data collected by the various banks in Gopichetipalayam. a. Collection of data The data is collected for the study by using both primary and secondary data. 1. Primary Data The primary data was collected by the administration of questionnaires to elicit the information from the customer. 2. Secondary Data The secondary sources were collected from banks records, books, journal of bank of RBI Bulletin and from the website of various banks. b. Sampling design A sampling design is a definite plan for obtaining a sample from a given population. It refers to the techniques or the procedure that researcher would adopt in selection items for the sample.
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Simple random sampling is used in this project study. Simple random sampling is where each and every item in this population has an equal chance of inclusion in the sample and each one of the possible samples in case of finite universe which has the same probability of being selected. c. Tools used The data collected were analysis using tests like simple percentage method, Mean score method and Chi-square analysis. I. Simple percentage method Percentage = Number of respondents x 100 Total respondents II. Mean score method: Mean score = Total score x 100 Maximum score III. Chi-square test It is applied in statistics to test the significance of association between two attributes. The procedure followed 1. Formulate the null hypothesis 2. Fix the level of significance 3. Calculate the test statistic 2 =

(O-E)2 E
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Degrees of freedom Where O E R C = = = =

(R-1) (C-1)

Observed frequency Expected frequency No. of rows No. of columns

The expected frequency is calculated by using the following formula E = Row Total x Column Total Grand Total If the calculated value is equal or greater than the table value, the null hypothesis is rejected. But if the calculated value is less than the table value, the null hypothesis is accepted. Hypothesis : 1. Null hypothesis: There is no significant relationship between age and opinion level regarding safety and measures. 2. Null hypothesis: There is no significant relationship between experience and opinion level regarding safety welfare measures. Sampling Technique :The study covers only those customers having account in any one of the Bank available in Gopichetipalayam. In the present study convenience sampling technique was followed.

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1.7 CHAPTER SCHEME : First chapter deals with the introduction, statement of the problem, objectives of the study and its scope. It also contains the details regarding research methodology, sampling techniques, the limitation of the study and chapetrisation. The second chapter contains the review of literature. The third chapter gives us the profile of various banks in Gopichetipalayam and area of the study. The fourth chapter has the analysis and interpretation of data. The fifth chapter contains the summary of Findings, Suggestion and Conclusion.

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CHAPTER - II REVIEW OF LITERATURE

2.1 INTRODUCTION Banking is essentially service oriented industry and it has to sustain itself on its service. The survival and growth of a bank does not depend on its size or funds. Rather it depends on its ability to provide qualitative service to its customers on a sustained basis. Every business enterprise including a bank exists to serve customers to satisfy the customer in the basic purpose of every business. Long ago Mahatma Gandhi said, A customer is the most important visitor on our premises. He is not dependent on us, we are dependent on him. He is not an interruption in our work; he is the purpose of it. He is not an outsider on our business he is a part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so. Thus, the customer is the king. Earlier the banks did not assign due weightage to the behavioural profile of customers however the business results remained satisfactory since the intensity of competition was low. Today we find the competition at its peak. This is due mainly to the fact that a number of foreign banks and a few of the private commercial banks have started innovating their core and peripheral services and the sophisticated communication technologies have transmitted the latest

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developments and attractions to the users and prospects which has raised the level of their expectations. The increasing rate of literacy, growing denomination of corporate culture, liberal business regulations, significant developments in the information technologies and positive efforts made by foreign banks for excelling competition have changed the business environment. 2.2 WHAT IS CUSTOMER SERVICE The word service has many dimensions and perceptions of good service vary from one type of customers to others. It may relate to courtesy, promptness, employee attitudes, physical facilities, customer identification and recognition, speed and clarity of communication etc., It gets manifested in the care, concern, commitment and sensitivity shown by the bank staff while dealing with customers. In banking industry, customer service may be defined as the perception of customers about eh services they receive from a bank. Customer service is a dynamic concept as it varies from time to time. The expectations of people change over time. With growing public awareness and expectations, dissatisfaction with public sector banks has increased. It is therefore, necessary to continuously assess and reassess how the customers perceive bank services, what are the new and emerging expectations and how can they may be satisfied on a continuous basis services offered by the bank.

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2.3

CUSTOMER RELATIONSHIPS Any person that uses the services of a bank on a regular basis may be

called a customer of a bank. A bank has multiple relationships with its customers. It is a debtor of its depositors, a creditor of its borrowers, a trustee of its locker holders, an agent of its customers for their instructions. There are several types of bank customers and banks offer several schemes / facilities to meet their requirements. In addition to various types of deposit schemes and loan schemes, banks offer agency and consultancy service. A bank can provide efficient customer service by matching its schemes / services to the needs of different types of customers. If the customer selects a scheme which he subsequently finds out is not meeting his requirements fully he gets dissatisfied. In order to ensure customer satisfaction bank staff may also have to guide the customers in making the right choice from among the available range of services and facilities. Thus, to build satisfactory relationships with customers, it is necessary to:1. 2. 3. Identify and understand the needs and expectations of customers. To tailor services to these needs and expectations and To deliver the services with speed, accuracy, courtesy and concern. 2.4 CUSTOMER ORIENTED STRATEGIES

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In order to develop and maintain long lasting customer relationships and to provide excellent customer service banks may use the following strategies: Service Standards Some banks have developed clearly defined corporate standards for customer service in respect of each of their customer segments. These standards are communicated to all their frontline field staff for effective implementation. Time standards for completing each service is an example of such standards. The banks Association has evolved and communicated to banks a set of time norms for completing some of the common banking services. Attention to Details Quality is not a matter of accident. At every stage a deliberate effort has to made to create the right impression on the customer. Therefore, in every mode of customer interaction attention to details is necessary. Every telephone call or letter or standing instruction or a complaint should be given due attention. Courtesy In order to attract and retain customers, treating the customers well is absolutely essential. Surveys conducted have shown that one of the main reasons for shifting amounts by customers is dissatisfaction with the behaviour of the staff in a particular branch.

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Personalised Service A customer is not a mere statistic or a faceless entity. Customers are not just token numbers and account numbers. They are persons with feelings and emotions. They sustain banks through their patronage. Bank employees should make all efforts to identify them by name. This is a hall work of personalized service. Some foreign banks have introduced the concept of Personal banker or Relationship officer in selected large branches where it is difficult for the branch manager to maintain personal contact with all the important customers. Under this management the branch manager assigns a specific number or accounts to specific officers who will be providing personalized service to them. This approach may be used only by large banks on very selective basis in India. Communication While building relationship and ensuring customer orientation are good slogans at the corporate level, more specific customer targets will have to be set at the branch level. For example, no customer is kept waiting for more then X minutes. Communication plays a vital role in operational sing these targets. Customer Consciousness Lofty ideal and written directives from the head office are by no means adequate for ensuring excellent service. It is essential to create a climate that encourages and regards efficiency, creativity and customer responsiveness. It involves motivating employees, training. The bank whos every staff member views the customers positively stands apart from other banks.
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Relationship Banking In this approach the focus is on developing long-term business relationship with customers rather than on the particular transactions. Banks plan to meet the total banking requirements of customers to obtain repeat business. The initial transaction is only the starting point for providing total customer satisfaction. For building up profitable customer relationship, it is necessary to know and understand the customer and his banking needs. Banks prepare customer profiles for this purpose. After such understanding, information and guidance is provided about various schemes and facilities so that the customer can make the right choice. Retention Banking It is corollary to the relationship banking the emphasis here is on retaining the old and existing customers. Retention banking implies the need for setting up a mechanism whereby bank staff can keep in constant touch with the customers. This may be done through personal visits, telephone calls, letters and publicity literature. Customers remember with gratitude the support and advice they receive from their banks in times of need and reciprocate with loyalty to their banks in times of need and reciprocate with loyalty to their bank. It takes time, energy and efforts to retain customers and establish solid relationships with them. Nevertheless banks are finding these efforts worth while and profitable. Retaining a customer is often cheaper than finding a new customer.

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2.5

CS IN CUSTOMER SERVICE In the traditional banking under advances the importance has been

given to THREE c-s viz., character, capital capacity. Here we are going to deal with certain other Cs, which are having a bearing on customer service. They are : Confidence To do any work the person undertaking the same should have the faith in him. In other words, he should develop the habit of confidence in him. With confidence if he takes up and work he will be able to achieve the desired result. Even in case he comes across any problem, the confidence he has will help him to overcome the situation by taking appropriate decision. The decision may be to direct the concerned person to the higher authority or he himself is in a position to dispose of the problem by arriving at the solution. Further the confidence in him forces him to arrive at the result and ultimately resulting in getting what is called the satisfaction for doing a particular act. Commitment To obtain the desired level and result one of the key areas required is whole hearted commitment towards the job undertaken. This itself motivates the concerned employee to reach the goal viz., doing the job to his satisfaction and that of others also. A committed man always makes a man to aim at achieving things and forces him to do something positive to meet the situation.

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Clarity Any assignment requires some basic knowledge in the area to be handled. This includes having a clear idea about the requirement according to the situation. First of all the person to discharge the duty has to invariably understand the problem with clear mind. The way in which the things are perceived has got a direct bearing on the end result. A person with clear mind and clear thought can always get good and desired results. Challenge A routine job may be boaring at times. Every human being requires some sort of change, which includes the work situation also. Depending upon the environment there is likelihood of workers coming across changes in their work situations. Each and every assignment may bring with itself both positive problems as well as negative problems. The results of which are achieved in a direct way without much efforts may be classified as positive problems and others for which a person has to think put in more efforts may be called as negative problems. Invariably to counter the latter type of problems a person has to put in extra efforts. Besides the efforts the person has to possess the power to meet the challenge. If the employee feels that the has got the capacity to face any situation he is ready for meeting any challenge. Such persons are prepared to face any kind of problems and will never go to the extent of passing of the problems to any one.

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2.6

COMPLAINTS BY THE CUSTOMER Customers face delay in depositing and receiving cash. Social notes,

cut notes and small notes are not accepted at the counters despite RBI directions. Customers have to make several trips to get their passbooks up dated. In many cases the passbooks become untraceable. The following types of complaints are commonly made by bank customers : 1. Delays in encashing cheques, in depositing money, in getting bank drafts, in issuing cheque books, in granting loans and in clearance of outstation cheques. Customers complain that they have to stand in queues for an unduly long time. 2. Inaccuracy in transactions and correspondence entries are not correctly and legibly made in the pass book.
3. Faulty, delayed and unhelpful decisions.

4. Lack of elementary courtesy and discipline. 5. Lack of uniformity in bank charges. Some of these charges are said to be high. 6. Complicated documents and cumber some procedures. 7. Malafides, favouritism and corruption in granting advances. 8. Lack of counseling and guidance facilities. 9. General attitude of unconcern and apathy for clients. 10.Late dispatch of mail.

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2.7

STEPS IN HANDLING CUSTOMER COMPLAINTS Like other organizations, a bank too should have machinery for

dealing effectively with customer complaints. A market oriented bank is differentiated from the others on the basis of the attention given to customer complaints. Successful organizations realize that prompt attention to customer complaints is a essential ingredient for a profitable customer relationship. Just as a satisfied customer tells others, an unhappy customer too tells others about his experience. Evidently bad publicity travels faster than good publicity. This makes it imperative that banks attend to customer Complaints promptly and effectively. In a service organization like a bank, handling of complaints should be given a high priority. Some branch managers tend to react sharply to any complaint from customers. They attempt to withhold complaints reaching divisional top management. Customer complaints are the best tools for branch manager who sincerely wants improvement in customer service. Branch managers would not know what is wrong at their branches without complaints. Some essentials relating to the effective redressal of customer complaints are given below :
Senior level and well-experienced functionaries should receive

and attend to complaints. Complaints should be treated as symptoms of some disorder or malfunctioning.
The complainant should not be made to run from pillar to post. He

should be guided to the right person / department, no customer likes to repeat his grievances to several persons.

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 The complainant should not be given the impression that the bank officer is anxious to get rid of him. A sincere effort should be made to understand the nature and cause of the complaint. The person handling the complaint should be attentive. Prompt attention should be paid to all complaints. complaints should be acknowledged within 24 hours. Adequate information and actual details should be provided to the complainant through relevant pamphlets and brochures. Phoney and biased complaints should be handled with fact and patience. The complainant should not be driven to approach authorities outside the bank as it causes considerable damage to the banks image. 2.8 CUSTOMER FEED BACK Treat every complaint an opportunity to correct oneself rather than as a threat to existence. Complaints indicate the unfulfilled expectations of a customer. The bank manager should thank the complainant for free feedback and for highlighting the weak points. All complaints should be taken seriously and objectively offer a straightforward apology of a mistake and avoid arguments. Listen to the complaint patiently. Thus, patience, courtesy and prompt actions are essential while dealing with customer complaints. Customer feedback should form the basis for making improvements in the quality of service and service schemes. Marketing departments in banks Written

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should evaluate bank services in terms of customer perspectives. For this purpose, they will have to institute a suitable mechanism to collect the required feedback from customers. Obtaining customer feedback is a continuous process. Its purpose is to improve the service and image of the bank. It provides an opportunity to recognize the customers problems and redress them thereby wining the goodwill of customers. This feedback is designed in three parts. Part A covers quality and efficiency of service besides reflecting customer satisfaction. Part B reveals grievances of customers. Par C seeks suggestions from customers, the feedback covers all types of transactions. The customer is required to rate the services over five-point scale. 2.9 HOW TO IMPROVE CUSTOMER SERVICE :Improving customer service is a never-ending process requiring sustained efforts. It is also teamwork as only a team can offer the quality expected by customers. The branch manager as the leader of the team, should make employees aware of their obligations and enforce them. The action plan for improving the quality of customer service at a branch may consist of the following steps: 1. It is necessary to provide orientation and training to bank personnel. Better job knowledge and access to information will enable them to take decisions confidently and quickly. 2. Only motivated employees can provide prompt and efficient services to customers. 3. Introduction of computers and mechanical devices will help to improve customer service. Most customer complaints pertain to

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delays and inaccuracy in transaction. technology can be very helpful.

This is where modern

4. Bank staff should be provided adequate authority for taking on thespot decisions. 5. Customers should be provided knowledge and information concerning various schemes, rules, procedures, etc., of the bank. A meeting of customers every month may be arranged where in bank staff would educated them. 6. Customer satisfaction is impossible unless the employees are disciplined and have a sense of responsibility.

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CHAPTER III PROFILE OF THE STUDY

3.1 INTRODUCTION Gobichettipalayam is an important town in the North- Western part of Erode District and is Taluk Head Quarters too. It is situated between 11.46 latitude and 77.26 longitude and at 213M above M.S.L. It is about 40 km from District headquarters.

The town which is a Grade I Municipality, Extends over an area of 7.5 sq.k.m. covering the whole of Veerapandi village and parts of Lakkampatti and Modachur villages. It is well connected by two State Highway roads passing through the center of town, which connects Erode and Sathiyamangalam and also Gobichettipalayam and Dharapuram.

The Town serves as an important source of supply for agricultural inputs and implements to the adjoining areas.

As of 2001 India census, Gobichettipalayam had a population of 55,150. Males constitute 49% of the population and females 51%. Gobichettipalayam has an average literacy rate of 74%, higher than the

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national average of 59.5%: male literacy is 80%, and female literacy is 68%. In Gobichettipalayam, 9% of the population is under 6 years of age

The total length of roads in Gobichettipalayam town is 67.604 K.M. out of 6.60 K.M. of roads belong to the State Highways Department and the remaining 61.004 K.M. belong to the Municipality.

The Municipality Maintain 2403 Number of Street lights. Protected Water Supply Scheme is available in this town which was executed in the year 1958. The source of water is from the Bhavani River flowing at about 6 K.M. from the town. The Head Works is situated on the Bank of the river Bhavani in the village called Kodamedu. The water pumped to the elevated reservoirs situated at various places within the Municipal limit. The total number of over head tanks are 6 and the total length of distribution mains were 77.60 K.M. On the way from Head Works, water is also supplied to Lakkampatti Village. The major sources of revenue for this Municipality are property tax, Profession Tax, Water Charges, and rental income from shops.

The Municipality Maintains one bus stand, one weekly sandy, one daily market and shopping complexes at prime location of the town.

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The Gobichettipalayam Local Planning Authority was constituted as per G.O.Ms.No.650 (R.D. & L.A) dated 08.04.1975 and the area was notified in G.O.Ms.no.687 (R.D.& L.A) dated 18.03.1974, In order to control and regulate the development in Gobichettipalayam Planning Area.

INFRASTRUCTURE Gobichettipalayam is well connected by two main roads (major district roads) passing through the center of the town. One connecting Erode and Sathiyamangalam and another connecting Gobichettipalayam and Dharapuram.

The Primary and tertiary activities are the Main Function of Gobichettipalayam town. This town can be considered as Bi-Functional Town. The work force constitutes about 38% of the population 31% of the work force is engaged in agriculture, 13% in small industries (Small Scale and Cottage) and 56 % in trading and other activities. There are no major industries within the jurisdiction of the local body. The town serves as an important source of supply for agricultural in-puts and implements and other services to the adjoining areas.

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SOIL CONDITION Gobichettipalayam Town comprises three revenue villages namely VIRAPANDI and parts of other villages viz. LAKKAMPATTY and MODACHUR .These villages are having three different types of soils viz. black loam, red loam and red sand. The major portion is covered by red loam, then comes red sand and black loam. The percentages of the Red loam, Red sand and Black loam are 50%, 30% and 20% respectively. In general, the soil in and around the town is of fertile nature and is good for agriculture purposes.

CLIMATE CONDITION The temperature here is moderate throughout the year except during summer. The average rainy days are 50 in a year. It is exceptionally dry and its rainfall is scanty, uncertain and not well distributed. It is warm and humid for most of the year.

OCCUPATIONAL STRUCTURES The main functions of this town are the primary and tertiary activities. This town can be considered as Bi-functional town. The work force constitutes about 38% of the population. 31% of the work force is engaged in agriculture, 21% in small Industries (Small scale and cottage) and 48% in trading and other activities. There are no major industries within the
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jurisdiction of the local body. The town serves as an important source of supply for agricultural inputs and implements other services to the adjoining areas. FAIRS AND FESTIVAL There are two old hill temples dedicated to Lord Subramania at Pavalamalai and the other to Lord Muruga at Pachamalai by names, at a distance of 3.0 kilometer from the town centre. At a distance of 5.0 kilometer from the town, there is an old Siva Temple at Pariyur which was patronized by Cholas and Koysalas. There is a Kalyanamandapam constructed in a vast area where 4 marriage functions could take place at a time. Also there is an Amman Temple situated in Pariyur which is 5 Kilometer from Gobichettipalayam Town where Fire Walking Ceremony is held during February March every year. Annual car festival is conducted here in the month of January for three days. This temple attracts large gathering from the surrounding places during festival time.

TOPOGRAPHY. The General topography of the town is having a gentle fall from south to north and west to east.

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OTHER PHYSICAL FEATURES AGRICULTURAL Gobichettipalayam being an Agricultural Town, has got cultivable lands. An Anaicut namely Kodiveri Anaicut situated in

Gobichettipalayam Taluk, about 1.6 km. west of Gobichettipalayam Town was constructed by the ancient Maharaja of Mysore in 17th century. Two channels from the anaicut are taken around this Town. One on the Northern side of Bhavani River and the other on the Southern side are called Arakkan Kottai Channel and Thadapalli Channel respectively. Lands North of Gobichettipalayam Town are fertile due to the flow of Thadapalli channel. Cultivation of Sugar cane and paddy are predominant in this Area. Besides that the following schemes were implemented by this Municipality. NRY SJSRY MUDP IUDP Noon Meal Scheme (in 7 centres) NSDP

AGRICULTURE The work force constitutes about 38% of the population 31% of the work force is engaged in agriculture, 13% in small industries (Small Scale

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and Cottage) and 56 % in trading and other activities. There are no major industries within the jurisdiction of the local body. The town serves as an important source of supply for agricultural in-puts and implements and other services to the adjoining areas. Major Crops PADDY SUGARCANE TURMERIC There is a Co-operative Marketing Society giving better services to the farmers.

3.2 GENERAL INFORMATION ECONOMIC BASE The Primary and tertiary activities are the Main Function of Gobichettipalayam town. This town can be considered as Bi-Functional Town. The work force constitutes about 38% of the population 31% of the work force is engaged in agriculture, 13% in small industries (Small Scale and Cottage) and 56 % in trading and other activities. There are no major industries within the jurisdiction of the local body. The town serves as an important source of supply for agricultural in-puts and implements and other services to the adjoining areas.

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3.3 TOWN PROFILE It is an important Municipal town in the North- Western part of Erode District and it is Taluk Head Quarters.It is situated between 1128 latitude and 7726 longitude and at 213M above M.S.L.It is located at a distance of 38 k.m. from Erode.The town which is a Grade I Municipality.

Description Region Municipality District Taluk Grade

Details Tiruppur Gobichettipalayam Erode Taluk head quarter Selection grade 116, cutchery street Erode district Pin. 638452

Full postal address (give door no., Street Gobichettipalayam name and pin code) Phone fax email id. Website (if any) Population (as on 2001 census ) Area in square k.m. No.of streets Length of street in km Length of water mains in km Length of opendrainsin km No.of public fountains No.of assessed houses No.of water supply service connections No.of metered service connections No.of ohts No. Of busstand No. Of daily market
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04285 -222159 commr.gobi@tn.gov..in 50159 7.51 sq.km., 504 94.193 72.64 62.953 138 12486 8249 5376 6 1 1

No. Of weekly market Total no.of vehicles for garbage collection No.of mechanised vehicles No. & area of dumping yard / compost yard No.of street lights No. Of parks

1 4 Jeep-2, Water supply lorry 1 1.89 acre 2097 1 Elementary - 4, Middle school - 2, High school -1, Higher secondary school Boys 1 Higher secondary school Girls -1

No.of schools

No.of maternity hospitals No.of noon meal centres Total revenue collectable (under all heads (1999-2000)(2000-2001) (2001-2002) (tax+nontax) Total revenue collected (specify the year e.g. 1999-2000 , 2000-2001, 2001-2002 Total expenditure (specify the year e.g 1999-2000 , 2000-2001, 2001-2002

2 (maternity centres) 23 1999-2000 Rs.25100650 2000-2001 Rs. 26830844 2001-2002- Rs. 29923440 1999-2000 : Rs.38242468 2000-2001 : Rs.38246255 2001-2002 : Rs.37920764 1999-2000 Rs. 36813131 2000-2001 Rs. 43855132 2001-2002- Rs. 45076616

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PROFILE OF THE BANKS ICICI BANK Introduction ICICI Bank is India's second-largest bank with total assets of Rs. 4,062.34 billion (US$ 91 billion) at March 31, 2011 and profit after tax Rs. 51.51 billion (US$ 1,155 million) for the year ended March 31, 2011. The Bank has a network of 2,560 branches and 7,440 ATMs in India, and has a presence in 19 countries, including India. ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialised subsidiaries in the areas of investment banking, life and non-life insurance, venture capital and asset management. The Bank currently has subsidiaries in the United Kingdom, Russia and Canada, branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International Finance Centre and representative offices in United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. Our UK subsidiary has established branches in Belgium and Germany. ICICI Bank's equity shares are listed in India on Bombay Stock Exchange and the National Stock Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE). Corporate Profile ICICI Bank is India's second-largest bank with total assets of Rs. 4,062.34 billion (US$ 91 billion) at March 31, 2011.

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Board of Directors ICICI Bank's Board members include eminent individuals with a wealth of experience in international business, management consulting, banking and financial services. Investor Relations All the latest, in-depth information about ICICI Bank's financial performance and business initiatives. Career Opportunities Explore diverse openings with India's second-largest bank. Awards Time and again our innovative banking services has been recognized and rewarded world over. News Room Catch up with ICICI Bank's latest business and social initiatives, as well as innovative product launches. Corporate Social Responsibility ICICI Bank is deeply engaged in human and economic development at the national level. The Bank works closely with ICICI Foundation across diverse sectors and programs.

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CANARA BANK A Brief Profile of the Bank Widely known for customer centricity, Canara Bank was founded by Shri Ammembal Subba Rao Pai, a great visionary and philanthropist, in July 1906, at Mangalore, then a small port town in Karnataka. The Bank has gone through the various phases of its growth trajectory over hundred years of its existence. Growth of Canara Bank was phenomenal, especially after nationalization in the year 1969, attaining the status of a national level player in terms of geographical reach and clientele segments. Eighties was characterized by business diversification for the Bank. In June 2006, the Bank completed a century of operation in the Indian banking industry. The eventful journey of the Bank has been characterized by several memorable milestones. Today, Canara Bank occupies a premier position in the comity of Indian banks. With an unbroken record of profits since its inception, Canara Bank has several firsts to its credit. These include: Launching of Inter-City ATM Network Obtaining ISO Certification for a Branch Articulation of Good Banking Banks Citizen Charter Commissioning of Exclusive Mahila Banking Branch Launching of Exclusive Subsidiary for IT Consultancy Issuing credit card for farmers Providing Agricultural Consultancy Services Over the years, the Bank has been scaling up its market position to emerge as a major 'Financial Conglomerate' with as many as nine subsidiaries/sponsored institutions/joint ventures in India and abroad. As at September 2011, the Bank has further expanded its domestic presence, with 3432 branches spread across all geographical segments. Keeping customer convenience at the forefront, the Bank provides a wide array of alternative
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delivery channels that include 2623 ATMs, covering 899 centres. With 100% CBS, the Bank offers technology banking, such as, Internet Banking and Funds Transfer through NEFT and RTGS across all branches. The Bank has further enhanced its basket of new tech-products for customer convenience like Canara Gift Cards, Canara Campus Card, Canara Platinum Card, Bills Desk for utility bills payment, Cash withdrawal at Point of Sale (PoS) machines at Merchant Establishments, VISA money transfer and the ASBA (Application Supported by Blocked Amount) facility during FY11. Not just in commercial banking, the Bank has also carved a distinctive mark, in various corporate social responsibilities, namely, serving national priorities, promoting rural development, enhancing rural self-employment through several training institutes and spearheading financial inclusion objective. Promoting an inclusive growth strategy, which has been formed as the basic plank of national policy agenda today, is in fact deeply rooted in the Bank's founding principles. "A good bank is not only the financial heart of the community, but also one with an obligation of helping in every possible manner to improve the economic conditions of the common people". These insightful words of our founder continue to resonate even today in serving the society with a purpose. The growth story of Canara Bank in its first century was due, among others, to the continued patronage of its valued customers, stakeholders, committed staff and uncanny leadership ability demonstrated by its leaders at the helm of affairs. We strongly believe that the next century is going to be equally rewarding and eventful not only in service of the nation but also in helping the Bank emerge as a "Global Bank with Best Practices". This justifiable belief is founded on strong fundamentals, customer centricity, enlightened leadership and a family like work culture.

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INDIAN BANK

A premier bank owned by the Government of India Established on 15th August 1907 as part of the Swadeshi movement Serving the nation with a team of over 19300 dedicated staff Total Business crossed Rs.1,81,530 Crores as on 31.03.2011 Operating Profit increased to Rs. 3291.68 Crores as on 31.03.2011 Net Profit increased to Rs.1714.07 Crores as on 31.03.2011 Core Banking Solution(CBS) in all 1932 branches International Presence Overseas branches in Singapore, Colombo including a Foreign Currency Banking Unit at Colombo and Jaffna 240 Overseas Correspondent banks in 70 countries Leadership in Rural Development Pioneer in introducing Self Help Groups and Financial Inclusion Project in the country Award winner for Excellence in Agricultural Lending from Honourable Union Minister for Finance Best Performer Award for Micro-Finance activities in Tamil Nadu and Union Territory of Puducherry from NABARD Established 7 specialized exclusive Microfinance branches called "Microsate" across the country to cater the needs of Urban poor through SHG (Self Help Group)/JLG (Joint Liability Group) concepts A special window for Micro finance viz., Micro Credit Kendras are functioning in 44 Rural/Semi Urban branches Harnessing ICT (Information and Communication Technology) for Rural Development and Inclusive Banking

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 Provision of technical assistance and project reports in Agriculture to entrepreneurs through Agricultural Consultancy & Technical Services (ACTS) STATE BANK OF INDIA (SBI) The evolution of State Bank of India can be traced back to the first decade of the 19th century. It began with the establishment of the Bank of Calcutta in Calcutta, on 2 June 1806. The bank was redesigned as the Bank of Bengal, three years later, on 2 January 1809. It was the first ever jointstock bank of the British India, established under the sponsorship of the Government of Bengal. Subsequently, the Bank of Bombay (established on 15 April 1840) and the Bank of Madras (established on 1 July 1843) followed the Bank of Bengal. These three banks dominated the modern banking scenario in India, until when they were amalgamated to form the Imperial Bank of India, on 27 January 1921. An important turning point in the history of State Bank of India is the launch of the first Five Year Plan of independent India, in 1951. The Plan aimed at serving the Indian economy in general and the rural sector of the country, in particular. Until the Plan, the commercial banks of the country, including the Imperial Bank of India, confined their services to the urban sector. Moreover, they were not equipped to respond to the growing needs of the economic revival taking shape in the rural areas of the country. Therefore, in order to serve the economy as a whole and rural sector in particular, the All India Rural Credit Survey Committee recommended the formation of a state-partnered and state-sponsored bank. The All India Rural Credit Survey Committee proposed the takeover of the Imperial Bank of India, and integrating with it, the former state-owned
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or state-associate banks. Subsequently, an Act was passed in the Parliament of India in May 1955. As a result, the State Bank of India (SBI) was established on 1 July 1955. This resulted in making the State Bank of India more powerful, because as much as a quarter of the resources of the Indian banking system were controlled directly by the State. Later on, the State Bank of India (Subsidiary Banks) Act was passed in 1959. The Act enabled the State Bank of India to make the eight former State-associated banks as its subsidiaries. The State Bank of India emerged as a pacesetter, with its operations carried out by the 480 offices comprising branches, sub offices and three Local Head Offices, inherited from the Imperial Bank. Instead of serving as mere repositories of the community's savings and lending to creditworthy parties, the State Bank of India catered to the needs of the customers, by banking purposefully. The bank served the heterogeneous financial needs of the planned economic development. Branches The corporate center of SBI is located in Mumbai. In order to cater to different functions, there are several other establishments in and outside Mumbai, apart from the corporate center. The bank boasts of having as many as 14 local head offices and 57 Zonal Offices, located at major cities throughout India. It is recorded that SBI has about 10000 branches, well networked to cater to its customers throughout India. ATM Services SBI provides easy access to money to its customers through more than 8500 ATMs in India. The Bank also facilitates the free transaction of money at the ATMs of State Bank Group, which includes the ATMs of State Bank
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of India as well as the Associate Banks State Bank of Bikaner & Jaipur, State Bank of Hyderabad, State Bank of Indore, etc. You may also transact money through SBI Commercial and International Bank Ltd by using the State Bank ATM-cum-Debit (Cash Plus) card. Subsidiaries The State Bank Group includes a network of eight banking subsidiaries and several non-banking subsidiaries. Through the establishments, it offers various services including merchant banking services, fund management, factoring services, primary dealership in government securities, credit cards and insurance.

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