CHAPTER 1

INTRODUCTION
1
INDUSTRY
PROFILE
2
1.1 BANKING IN INDIA
The banking section will navigate through all the aspects of the Banking System in India.
It will discuss upon the matters with the birth of the banking concept in the country to
new players adding their names in the industry in coming few years.
The banker of all banks, eserve Bank of India !BI", the Indian Banks #ssociation
!IB#" and top 2$ banks like I%BI, &SB', I'I'I, #B( #)*, etc. has been well
defined under three separate heads with one page dedicated to each bank.
&owever, in the introduction part of the entire banking cosmos, the past has been well
e+plained under three different heads namely,
&istory of Banking in India
(ationali-ation of Banks in India
Scheduled 'ommercial Banks in India
The first deals with the history part since the dawn of banking system in India.
.overnment took ma/or step in the 1010 to put the banking sector into systems and it
nationali-ed 12 private banks in the mentioned year. This has been elaborated in
(ationali-ation Banks in India. The last but not the least e+plains about the scheduled and
unscheduled banks in India. Section 22 !1" !a" of BI #ct 1032 lays down the condition
of scheduled commercial banks. The description along with a list of scheduled
commercial banks are given on this page
3
1.1.1 HISTORY OF BANKING IN INDIA
4ithout a sound and effective banking system in India it cannot have a healthy economy.
The banking system of India should not only be hassle free but it should be able to meet
new challenges posed by the technology and any other e+ternal and internal factors.
5or the past three decades India6s banking system has several outstanding achievements
to its credit. The most striking is its e+tensive reach. It is no longer confined to only
metropolitans or cosmopolitans in India. In fact, Indian banking system has reached even
to the remote corners of the country. This is one of the main reasons of India6s growth
process.
The government6s regular policy for Indian bank since 1010 has paid rich dividends
4ith2the2nationali-ation2of2122ma/or2private2banks2of2India.
(ot long ago, an account holder had to wait for hours at the bank counters for getting a
draft or for withdrawing his own money. Today, he has a choice. .one are days when the
most efficient bank transferred money from one branch to other in two days. (ow it is
simple as instant messaging or dials a pi--a. )oney has become the order of the day.
The first bank in India, though conservative, was established in 1781. 5rom 1781 till
today, the /ourney of Indian Banking System can be segregated into three distinct phases.
They are as mentioned below,
9arly phase from 1781 to 1010 of Indian Banks
(ationali-ation of Indian Banks and up to 1001 prior to Indian banking sector
eforms.
(ew phase of Indian Banking System with the advent of Indian 5inancial
: Banking Sector eforms after 1001.
To make this write;up more e+planatory, I prefi+ the scenario as <hase
I,=<hase=II2and3<hase=III
PhasepI
The .eneral Bank of India was set up in the year 1781. (e+t came Bank of &industan
and Bengal Bank. The 9ast India 'ompany established Bank of Bengal !18$0", Bank of
Bombay !182$" and Bank of )adras !1823" as independent units and called it <residency
Banks. These three banks were amalgamated in 102$ and Imperial Bank of India was
established which started as private shareholders banks, mostly 9uropeans shareholders.
In 181= #llahabad Bank was established and first time e+clusively by Indians, <un/ab
2
(ational Bank >td. was set up in 1802 with head?uarters at >ahore. Between 10$1 and
1013, Bank of India, 'entral Bank of India, Bank of Baroda, 'anara Bank, Indian Bank,
and Bank of )ysore were set up. eserve Bank of India came in 103=.
%uring the first phase the growth was very slow and banks also e+perienced periodic
failures between 1013 and 1028. There were appro+imately 11$$ banks, mostly small. To
streamline the functioning and activities of commercial banks, the .overnment of India
came up with The Banking 'ompanies #ct, 1020 which was later changed to Banking
egulation #ct 1020 as per amending #ct of 101= !#ct (o. 23 of 101=". eserve Bank of
India was vested with e+tensive powers for the supervision of banking in India as the
'entral2Banking2#uthority.
%uring those day@s public has lesser confidence in the banks. #s an aftermath deposit
mobilisation was slow. #breast of it the savings bank facility provided by the <ostal
department was comparatively safer. )oreover, funds were largely given to traders.
PhaseuII
.overnment took ma/or steps in this Indian Banking Sector eform after independence.
In 10==, it nationali-ed Imperial Bank of India with e+tensive banking facilities on a
large scale especially in rural and semi;urban areas. It formed State Bank of India to act
as the principal agent of BI and to handle banking transactions of the Anion and State
.overnments2all2over2the2country.
Seven banks forming subsidiary of State Bank of India was nationali-ed in 101$ on 10th
Buly, 1010, ma/or process of nationali-ation was carried out. It was the effort of the then
<rime )inister of India, )rs. Indira .andhi. 12 ma/or commercial banks in the country
were2nationali-ed.
Second phase of nationali-ation Indian Banking Sector eform was carried out in 108$
with seven more banks. This step brought 8$C of the banking segment in India under
.overnment ownership.
The following are the steps taken by the .overnment of India to egulate Banking
Institutions in the 'ountry,
1020, 9nactment of Banking egulation #ct.
10==, (ationali-ation of State Bank of India.
10=0, (ationali-ation of SBI subsidiaries.
1011, Insurance cover e+tended to deposits.
1010, (ationali-ation of 12 ma/or banks.
1071, 'reation of credit guarantee corporation.
107=, 'reation of regional rural banks.
108$, (ationali-ation of seven banks with deposits over 2$$ crore.
=
#fter the nationali-ation of banks, the branches of the public sector bank India rose to
appro+imately 8$$C in deposits and advances took a huge /ump by 11,$$$C.
Banking in the sunshine of .overnment ownership gave the public implicit faith and
immense confidence about the sustainability of these institutions.
PhasejIII
this phase has introduced many more products and facilities in the banking sector in its
reforms measure. In 1001, under the chairmanship of ) (arasimham, a committee was
set up by his name which worked for the liberalisation of banking practices.
The country is flooded with foreign banks and their #T) stations. 9fforts are being put to
give a satisfactory service to customers. <hone banking and net banking is introduced.
The entire system became more convenient and swift. Time is given more importance
than money.
The financial system of India has shown a great deal of resilience. It is sheltered from any
crisis triggered by any e+ternal macroeconomics shock as other 9ast #sian 'ountries
suffered. This is all due to a fle+ible e+change rate regime, the foreign reserves are high, the
capital account is not yet fully convertible, and banks and their customers have limited
foreign e+change e+posure.
1
1.1.2 SCHEDULED COMMERCIAL BANKS IN INDIA
The commercial banking structure in India consists of,
Scheduled 'ommercial Banks in India
Anscheduled Banks in India
Scheduled Banks in India constitute those banks which have been included in the Second
Schedule of eserve Bank of India !BI" #ct, 1032. BI in turn includes only those
banks in this schedule which satisfy the criteria laid down vide section 22 !1" !a" of the
#ct.
#s on 3$th Bune, 1000, there were 3$$ scheduled banks in India having a total network of
12,018 branches. The scheduled commercial banks in India comprise of State bank of
India and its associates !8", nationali-ed banks !10", foreign banks !2=", private sector
banks !32", co;operative banks and regional rural banks.
DScheduled banks in IndiaD means the State Bank of India constituted under the State
Bank of India #ct, 10== !23 of 10==", a subsidiary bank as defined in the State Bank of
India !Subsidiary Banks" #ct, 10=0 !38 of 10=0", a corresponding new bank constituted
under section 3 of the Banking 'ompanies !#c?uisition and Transfer of Andertakings"
#ct, 107$ != of 107$", or under section 3 of the Banking 'ompanies !#c?uisition and
Transfer of Andertakings" #ct, 108$ !2$ of 108$", or any other bank being a bank
included in the Second Schedule to the eserve Bank of India #ct, 1032 !2 of 1032", but
does not include a co;operative bankD.
D(on;scheduled bank in IndiaD means a banking company as defined in clause !c" of
section = of the Banking egulation #ct, 1020 !1$ of 1020", which is not a scheduled
bankD.
The following are he !"he#ule# $an%s in In#ia &Pu'li" !e"or()
State Bank of India
State Bank of Bikaner and Baipur
State Bank of &yderabad
State Bank of Indore
State Bank of )ysore
State Bank of Saurashtra
State Bank of Travancore
#ndhra Bank
#llahabad Bank
Bank of Baroda
Bank of India
Bank of )aharashtra
'anara Bank
'entral Bank of India
7
'orporation Bank
%ena Bank
Indian *verseas Bank
Indian Bank
*riental Bank of 'ommerce
<un/ab (ational Bank
<un/ab and Sind Bank
Syndicate Bank
Anion Bank of India
Anited Bank of India
A'* Bank
Ei/aya Bank
The following are he !"he#ule# $an%s in In#ia &Pri*ae !e"or()
I(. Eysya Bank >td
#+is Bank >td
Indusind Bank >td
I'I'I Bank >td
South Indian Bank
&%5' Bank >td
'enturion Bank >td
Bank of <un/ab >td
I%BI Bank >td
The following are he !"he#ule# +oreign $an%s in In#ia)
#merican 9+press Bank >td.
#(F .ridlays Bank <lc.
Bank of #merica (T : S#
Bank of Tokyo >td.
Ban?uc (ationale de <aris
Barclays Bank <lc
'iti Bank (.'.
%eutsche Bank #...
&ongkong and Shanghai Banking 'orporation
Standard 'hartered Bank.
The 'hase )anhattan Bank >td.
%resdner Bank #..
1.1.3 BANKING SERVICES IN INDIA
4ith years, banks are also adding services to their customers. The Indian banking
industry is passing through a phase of customers market. The customers have more
8
choices in choosing their banks. # competition has been established within the banks
operating2in2India.
4ith stiff competition and advancement of technology, the services provided by banks
have become more easy and convenient. The past days are witness to an hour wait before
withdrawing cash from accounts or a che?ue from north of the country being cleared in
one2month2in=the2south.
This section of banking deals with the latest discovery in the banking instruments along
with the polished version of their old systems.
$AN, ACCOUNT
The most common and first service of the banking sector. There are different types of
bank account in Indian banking sector. The bank accounts are as follows,
Bank Savings #ccount ; Bank Savings #ccount can be opened for eligible
person G persons and certain organi-ations G agencies !as advised by eserve Bank
of India !BI" from time to time"
Bank 'urrent #ccount ; Bank 'urrent #ccount can be opened by individuals G
partnership firms G <rivate and <ublic >imited 'ompanies G &A5s G Specified
#ssociates G Societies G Trusts, etc.
Bank Term %eposits #ccount ; Bank Term %eposits #ccount can be opened by
individuals G partnership firms G <rivate and <ublic >imited 'ompanies G &A5sG
Specified #ssociates G Societies G Trusts, etc.
Bank #ccount *nline ; 4ith the advancement of technology, the ma/or banks in
the public and private sector has faciliated their customer to open bank account
online. Bank account online is registered through a <' with an internet
connection. The advent of bank account online has saved both the cost of
operation for banks as well as the time taken in opening an account.
P-A!TIC .ONE/
'redit cards in India are gaining ground. # number of banks in India are encouraging
people to use credit card. The concept of credit card was used in 10=$ with the launch of
charge cards in AS# by %iners 'lub and #merican 9+press. 'redit card however became
more2popular2with2use magnetic strip in 107$.
'redit card in India became popular with the introduction of foreign banks in the country.
'redit cards are financial instruments, which can be used more than once to borrow
0
money or buy products and services on credit. Basically banks, retail stores and other
businesses issue these.
-OAN!
Banks in India with the way of development have become easy to apply in loan market.
The following loans are given by almost all the banks in the country,
<ersonal >oan
'ar >oan or #uto >oan
>oan against Shares
&ome >oan
9ducation >oan or Student >oan
In <ersonal >oan, one can get a sanctioned loan amount between s 2=,$$$ to 1$, $$,$$$
depending upon the profile of person applying for the loan. SBI, I'I'I, &%5', &SB'
are some of the leading banks which deals in <ersonal >oan.
#lmost all the banks have /umped into the market of car loan which is also sometimes
termed as auto loan. It is one of the fast moving financial products of banks. 'ar loan G auto
loan are sanctioned to the e+tent of 8=C upon the e+;showroom price of the car with
some simple paper works and a small amount of processing fee.
>oan against shares is very easy to get because li?uid guarantee is involved in it.
&ome loan is the latest cra-e in the banking sector with the development of the
infrastructure. (ow people are moving to township outside the city. )ore number of
townships is coming up to meet the demand of 6house for all6. The BI has also
liberalised the interest rates of home loan in order to match the repayment capability of
even middle class people. #lmost all banks are dealing in home loan. #gain SBI, I'I'I,
&%5',&SB' are leading.
The educational loan, rather to be termed as student loan, is a good banking product for the
mass. Students with certain academic brilliance, studying at recognised
collegesGuniversities in India and abroad are generally given education loan G student loan
so as to meet the e+penses on tuition feeG maintenance costGbooks and other e?uipment.

.ONE/ TRAN!+ER
1$
Beside lending and depositing money, banks also carry money from one corner of the
globe to another. This act of banks is known as transfer of money. This activity is termed
as remittance business. Banks generally issue %emand %rafts, Banker6s 'he?ues, )oney
*rders or other such instruments for transferring the money. This is a type of Telegraphic
Transfer or Tele 'ash *rders.
It has been only a couple of years that banks have /umped into the money transfer
businesses in India. The international money transfer market grew 0.3C from 2$$3 to
2$$2 i.e. from ASH213 bn. to ASH233 bn. in 2$$2. 9conomists say that the market of
money transfer will further grow at a cumulative 12.1C average growth rate through
2$$0.
1.2 FUTURE OF BANKING IN INDIA
11
# healthy banking system is essential for any economy striving to achieve good growth
and yet remain stable in an increasingly global business environment. The Indian banking
system has witnessed a series of reforms in the past, like deregulation of interest rates,
dilution of government stake in <SBs, and increased participation of private sector banks.
It has also undergone rapid changes, reflecting a number of underlying developments.
This trend has created new competitive threats as well as new opportunities. This paper
aims to foresee ma/or future banking trends, based on these past and current movements
inothekmarket.
.iven the competitive market, banking will !and to a great e+tent already has" become a
process of choice and convenience. The future of banking would be in terms of
integration. This is already becoming a reality with new;age banks such as I9S Bank,
and others too adopting a single;<I(. .eography will no longer be an inhibitor.
Technology will prove to be the differentiator in the short;term but the dynamic
environment will soon lead to its saturation and what will ultimately be the key to success
will be a better relationship management.
1.2.1 O0ER0IE1
If one were to say that the future of banking in India is bright, it would be a gross
understatement. 4ith the growing competition and convergence of services, the
customers !you and I" stand only to benefit more to say the least. #t the same time,
emergence of a multitude of comple+ financial instruments is foreseen in the near future
!the trend is visible in the current scenario too" which is bound to confuse the customer
more than ever unless she spends hours !maybe days" to understand the same. &ence, I
see a growing trend towards the importance of relationship managers. The success !or
failure" of any bank would depend not only on tapping the untapped customer base !from
other departments of the same bank, customers of related similar institutions or those of
the competitors" but also on the effectiveness in retaining the e+isting base.
India has witness to a sea change in the way banking is done in the past more than two
decades. Since 1001, the eserve Bank of India !BI" took steps to reform the Indian
banking system at a measured pace so that growth could be achieved without e+posure to
any macro;environment and systemic risks. Some of these initiatives were deregulation
of interest rates, dilution of the government stake in public sector banks !<SBs",
guidelines being issued for risk management, asset classification, and provisioning.
Technology has made tremendous impact in banking. JAnywhere banking@ and JAnytime
banking@ have become a reality. The financial sector now operates in a more competitive
environment than before and intermediates relatively large volume of international
financial flows. In the wake of greater financial deregulation and global financial
integration, the biggest challenge before the regulators is of avoiding instability in the
financial system.
1.2.2 RI!, .ANA2E.ENT
12
The future of banking will undoubtedly rest on risk management dynamics. *nly those
banks that have efficient risk management system will survive in the market in the long
run. The effective management of credit risk is a critical component of comprehensive
risk management essential for long;term success of a banking institution.
#lthough capital serves the purpose of meeting une+pected losses, capital is not a
substitute for inade?uate decontrol or risk management systems. 'oming years will
witness banks striving to create sound internal control or risk management processes.
4ith the focus on regulation and risk management in the Basel II framework gaining
prominence, the post;Basel II era will belong to the banks that manage their risks
effectively. The banks with proper risk management systems would not only gain
competitive advantage by way of lower regulatory capital charge, but would also add
value to the shareholders and other stakeholders by properly pricing their services,
ade?uate provisioning and maintaining a robust financial structure.
JThe future belongs to bigger banks alone, as well as to those which have minimized their
risks considerably.@
13
CO.PAN/
PRO+I-E
PUNJAB NATIONAL BANK
12
Punja' Naional $an% of In#ia, the first Indian bank started only with Indian capital,
was nationali-ed in Buly 1010 and currently the bank has become a front;line banking
institution in India with 2=2= *ffices including 232 9+tension 'ounters. The corporate
office of the bank is at (ew %elhi. <un/ab (ational Bank of India has set up
representative offices at #lmaty !Ka-akhistan", Shanghai !'hina" and in >ondon and a
full fledged Branch in Kabul !#fghanistan".
<un/ab (ational Bank with 2207 offices and the largest nationali-ed bank is serving its
3.= crore customers with the following wide variety of banking services,
'orporate banking
<ersonal banking
Industrial finance
#gricultural finance
5inancing of trade
International banking
<un/ab (ational Bank has been ranked 38th amongst top =$$ companies by The
9conomic Times. <(B has earned 0th position among top =$ trusted brands in India.
<un/ab (ational Bank India maintains relationship with more than 2$$ leading
international banks world wide. <(B India has upee %rawing #rrangements with 1=
e+change companies in A#9 and 1 in Singapore.
2.1.1 HI!TOR/ O+ THE $AN,
Punja' Naional $an% !<(B" was registered on )ay 10, 1802 under the Indian
'ompanies #ct with its office in #narkali Ba-aar >ahore. The Bank is the second largest
government;owned commercial bank in India with about 2,=$$ branches across 712
cities. It serves over 37 million customers. The bank has been ranked 228th biggest bank
in the world by Bankers #lmanac, >ondon. The bank6s total assets for financial year 2$$7
were about ASH1$ billion. <(B has a banking subsidiary in the AK, as well as branches
in &ong Kong and Kabul, and representative offices in #lmaty, %ubai, *slo, and
Shanghai.
180=, <(B commenced its operations in >ahore. <(B has the distinction of being
the first Indian bank to have been started solely with Indian capital that has
survived to the present. !The first entirely Indian bank, the *uch 'ommercial
Bank, was established in 1881 in 5ai-abad, but failed in 10=8." <(B6s founders
included several leaders of the Swadeshi movement such as %yal Singh )a/ithia
and >ala &arKishen >al,
L1M
>ala >alchand, Shri Kali <rosanna oy, Shri 9.'.
Bessawala, Shri <rabhu %ayal, Bakshi Baishi am, and >ala %holan %ass. >ala
>a/pat ai was actively associated with the management of the Bank in its early
years.
10$2, <(B established branches in Karachi and <eshawar.
1=
102$, <(B absorbed Bhagwan %ass Bank, a scheduled bank located in %elhi
circle.
1027, <artition of India and <akistan at Independence. <(B lost its premises in
>ahore, but continued to operate in <akistan.
10=1, <(B ac?uired the 30 branches of Bharat Bank !est. 1022"N Bharat Bank
became Bharat (idhi >td.
1011, <(B ac?uired Aniversal Bank of India.
1013, The .overnment of Burma nationali-ed <(B6s branch in angoon
!Iangon".
September 101=, #fter the Indo;<ak war the government of <akistan sei-ed all the
offices in <akistan of Indian banks, including <(B6s head office, which may have
moved to Karachi. <(B also had one or more branches in 9ast <akistan
!Bangladesh".
101$s, <(B amalgamated Indo 'ommercial Bank !est. 1033" in a rescue.
1010, The .overnment of India !.*I" nationali-ed <(B and 13 other ma/or
commercial banks, on Buly 10, 1010.
1071 or 1078, <(B opened a branch in >ondon.
1081 The eserve Bank of India re?uired <(B to transfer its >ondon branch to
State Bank of India after the branch was involved in a fraud scandal.
1081, <(B ac?uired &industan 'ommercial Bank !est. 1023" in a rescue. The
ac?uisition added &industan6s 122 branches to <(B6s network.
1003, <(B ac?uired (ew Bank of India, which the .*I had nationali-ed in 108$.
1008, <(B set up a representative office in #lmaty, Ka-akhstan.
2$$3, <(B took over (edungadi Bank, the oldest private sector bank in Kerala.
ao Bahadur T.). #ppu (edungadi, author of Kundalatha, one of the earliest
novels in )alayalam, had established the bank in 1800. It was incorporated in
1013, and in 101= had ac?uired selected assets and deposits of the 'oimbatore
(ational Bank. #t the time of the merger with <(B, (edungadi Bank6s shares had
-ero value, with the result that its shareholders received no payment for their
shares.
<(B also opened a representative office in >ondon.
2$$2, <(B established a branch in Kabul, #fghanistan.
<(B also opened a representative office in Shanghai.
<(B established an alliance with 9verest Bank in (epal that permits migrants to
transfer funds easily between India and 9verest Bank6s 12 branches in (epal.
2$$=, <(B opened a representative office in %ubai.
2$$7, <(B established <(BI> ; <un/ab (ational Bank !International" ; in the AK,
with two offices, one in >ondon, and one in South &all. Since then it has opened a
third branch in >eicester, and is planning a fourth in Birmingham. .atin .upta
became 'hairmen of <un/ab (ational Bank.
2$$8, <(B opened a branch in &ong Kong.
2$$0, <(B opened a representative office in *slo, (orway.
11
2.1.2 ACHIE0E.ENT!
<un/ab (ational Bank announced its O15I2$1$ results on 20 Buly 2$$0,
delivering 12C y;o;y growth in net profits to s832 crore !s=12cr",
substantially ahead of e+pectations on account of large treasury gains, apart
from healthy operating performance.
4hile the bank@s deposit growth was reasonably robust at 2.2C se?uentially
and 21.=C y;o;y, unlike the peers its growth in advances also remained strong
at 38C y;o;y.
In spite of being at the forefront of <> cuts, the bank posted a healthy
growth in (et Interest Income !(II" of 20C y;o;y.
*ther Income surged 113C y;o;y, driven by strong treasury gains of s3==
crore during the ?uarter in line with industry trends, even as 5ee income was
also robust at 2=C y;o;y, on the back of strong balance sheet growth.
*perating e+penses were higher than e+pected on account of s1=$ crore of
provisions for imminent wage hikes.
.ross and (et (<# ratios remained stable se?uentially at 1.8C and $.2C,
with the bank not adopting the guidelines of treating floating provisions as
part of tier 2 capital instead of ad/usting against (<#s on e+press permission
from the BI.
2.2 0I!ION AND .I!!ION
0ision
17
To evolve and position the bank as a world class, progressive, cost effective
and customer friendly institution providing comprehensive financial and
related services.
Integrating frontiers of technology and serving various segments of society
especially weaker section.
'ommited to e+cellence in serving the public and also e+celling in corporate
values
.ission
To provide e+cellent professional services and improve its position as a leader
in financial and related services.
Build and maintain a team of motivated workforce with high work ethos.
Ase latest technology aimed at customer satisfaction and act as an effective
catalyst for socio economic development.
2.3 0A-UE! AND ETHIC!
Bonding and Integrity
9thical conduct
<eriodic disclosureP
'onfidentiality and fair dealing
'ompliance with rules and regulations
2.4 PRODUCT! AND !ER0ICE!
18
!a*ings +un# A""oun 5 Total 5reedom Salary #ccount, <(B <rudent Sweep, <(B
Eidyarthi S5 #ccount, <(B )itra S5
A""oun Curren A""oun 5 <(B Eaibhav, <(B .aurav, <(B Smart oamer
+i6e# Deposi !"he7es 5 Spectrum 5i+ed %eposit Scheme, #nupam #ccount,
)ahabachat Schemes, )ulti Benefit %eposit
!"he7e Cre#i !"he7es 5 5le+ible &ousing >oan, 'ar 5inance, <ersonal >oan, 'redit
'ards
!o"ial $an%ing 5 )ahila Adyam (idhi Scheme, Krishi 'ard, <(B 5armers 4elfare
Trust
Corporae $an%ing 5 .old 'ard scheme for e+porters, 9QI) finance
$usiness !e"or 5 <(B Karigar credit card, <(B Kushal Adhami, <(B <ragati Adhami,
<(B Eikas Adhami
#part from these, and the <(B also offers locker facilities, senior citi-ens schemes, <<5
schemes and various 9;services.
2.8 A1ARD! AND DI!TINCTION!
anked among top =$ companies by the leading financial daily,
9conomic Times.
anked as 323rd biggest bank in the world by Bankers #lmanac
!Banuary 2$$1", >ondon.
9arned 0th place among India6s )ost Trusted top =$ service brands in
9conomic Times; #.' (ielson Survey.
Included in the top 1$$$ banks in the world according to The Banker,
>ondon.
.olden <eacock #ward for 9+cellence in 'orporate .overnance ;
2$$= by Institute of %irectors.
5I''I6s ural %evelopment #ward for 9+cellence in ural
%evelopment R 2$$=
2.9 OR2ANI:ATIONA- !TRUCTURE
10
! 1 O T ANA-/!I!
&9#% *55I'9
7, B&IK#BI '#)# <>#'9, (94%9>&I;11
9.I*(#> *55I'9S !28"
F*(#> *55I'9S !2="
B#('&9S !2=2="
2$
!rengh
1ea%ness
Opporuniies
Threas
>et@s analy-e S4*T in order to know as to where the company stands
2.; !1OT ANA-/!I!
!TREN2TH
4ide network
>arge number of customers
5ast adaptability to technology
Brand image
1EA,NE!!
21
'asual behaviour
'orruption and red tapism
Slow decision making due to large hierarchy
&igh gross (<#
OPPORTUNITIE!
&ome to home banking services
%iversification towards other fields
.lobali-ation
THREAT!
Stiff competition from SBI and other private players.
22
CU!TO.ER
!ATI!+ACTION AT
PN$
23
3.1 CU!TO.ER !ATI!+ACTION
'ustomer satisfaction refers to the e+tent to which customers are happy with the products
and services provided by a business.
'ustomer satisfaction levels can be measured using survey techni?ues and ?uestionnaires
DE+INITION!)
Definiion 1) 'ustomer satisfaction is e?uivalent to making sure that product and service
performance meets customer e+pectations.
Definiion 2) 'ustomer satisfaction is the perception of the customer that the outcome of
a business transaction is e?ual to or greater than hisGher e+pectation.
Definiion 3) 'ustomer satisfaction occurs when ac?uisition of products andGor services
provides a minimum negative departure from e+pectations when compared with other
ac?uisitions.
.aining high levels of customer satisfaction is very important to a business
because satisfaction customers are most likely to be loyal and to make repeat orders and
to use a wide range of services offered by a business
There are many factors which lead in high levels of customer satisfaction including.
<roducts and services which are customer focused and hence provide high levels of value
for money.
4hat is clear about customer satisfaction is that customers are most likely to
appreciate the goods and services that they buy if they are made to feel special. This
occurs when they feel that the products and services that they buy have been specially
produced for them or for people like them.
22
3.2 $ENE+IT! O+ CU!TO.ER !ATI!+ACTION
The importance of customer satisfaction and support is increasingly becoming a
vital business issue as organi-ation reali-e the benefits of Cuso7er Relaionship
.anage7en !')" for providing effective customer service. <rofessionals working
within customer;focused business or those running call centers or help desks, need to
keep informed about the latest customer satisfaction techni?ues for running a valuable
customer service function. 5rom small customer service departments to large call centers,
the importance of developing a valued relationship with customers using ') is
essential to support customer and long;term business growth.
1ha Do Cuso7ers 1an<
Before we begin to create tools to measure the level of satisfaction, it is important to
develop a clear understanding of what e+actly the customer wants. 4e need to know what
our customers e+pect from the products and services we provide.
'ustomer e+pectations have two types R
9+pressed
Implied
E6presse# 'ustomer 9+pectations are those re?uirements that are written down n the
contract and agreed upon by both parties for e+ample, product specifications and delivery
re?uirements. Supplier@s performance against these re?uirements is most of the items
directly measurable.
I7plie# 'ustomer 9+pectations are not written or spoken but are the ones the customer
would Je+pect@ the supplier to meet nevertheless. 5or e+ample, a customer would e+pect
the service representative who calls on him to be knowledgeable and competent to solve a
problem on the spot.
There are many reasons why customer e+pectations are likely to change overtime.
<rocess improvements, advent of new technology, changes in customer@s priorities,
improved ?uality of service provided by competitors are /ust a few e+amples.
2=
The customer is always right. Supplier@s /ob is to provide the customer what heGshe
wants, when heGshe wants it. 'ustomer satisfaction is customer@s perception that a
supplier has met or e+ceeded their e+pectations.
3.3 1HAT CON!TITUTE! !ATI!+ACTION<
4e cannot create customer satisfaction /ust by meeting customer@s re?uirements
fully because these have to be met in any case. &owever failing short is certain to create
dissatisfaction
.ajor Ari'ues of "uso7er saisfa"ion in 'an%ing in#usr= "an 'e su77ari>e#
as)
<roduct ?uality
<remium *utflow
eturn on Investment
Services
esponsiveness and ability to resolve complaints and re/ect reports.
*verall communication, accessibility and attitude.
1HAT ARE THE TOO-!<
'ustomer e+pectations can be identified using various methods such as,
<eriodic contract reviews
)arket research
Telephonic interviews
<ersonal visits
4arranty records
Informal discussions
Satisfaction surveys
%epending upon the customer base and available resources, we can choose a method that
is most effective in measuring the customer@s perceptions. The purpose of the e+ercise is
to identify priorities for improvements. 4e must develop a method or combination of
methods that helps to continually improve service.
21
3.4 CU!TO.ER !ATI!+ACTION !UR0E/!
5ormal survey has emerged as by far the best method of periodically the customer
satisfaction. The survey are not marketing tools but an informationSgaining tool.
9nough homework needs to be before embarking on the actual survey. This includes,
%efining *b/ectives of the Survey
%esign Survey approach
%evelop ?uestionnaires and forms
#dminister Survey !9mail, Telephone or <ost"
)ethod of compiling data and analy-ing the findings
5ormat of the report to present the findings
There is no point in asking irrelevant ?uestions on a customer satisfaction
?uestionnaire. The basic purpose is to find out what we are doing right or wrong. 4here
is the scope for improvement, where do we stand vis;T;vis other suppliers. &ow we can
serve the customer betterU
A "uso7er saisfa"ion 7easure7en sur*e= shoul# a leas i#enif= he following
o'je"i*es)
Importance to customers !'ustomers priorities"
'ustomer@s perception of supplier@s performance
Iour performance relative to customer@s priorities.
<riorities for improvement
Survey forms should be easy to fill out with minimum amount of time and efforts on
customer@s part. They should be designed to actively encourage the customer to complete
the ?uestions. Iet they must provide accurate data should also be sufficiently reliable for
management decision making. This can be achieved by incorporating ob/ective type
?uestions where customer has to VrateW on scale of say 1 to 1$. 5or repeated surveys, you
27
could provide the rating that was previously accorded by the customer. This works like a
reference point for the customer.
Space should always be provided for the customers own opinions this enables
them to state any additional re?uirements or report any shortcomings that are not covered
by the ob/ective ?uestions.
(ormally, we deal various personnel at various levels in the customer@s
organi-ationSthe buyer, user, receiving inspector, finance and purchase person etc.
surveying a number of respondents for each customer gives a complete perspective of
customer satisfaction. It may be necessary to device a different ?uestionnaire for each of
them.
espondents must be provided a way to e+press the importance they attach to
various survey parameters. espondents should be asked to give a weighting factor, again
on a rating scale of say, 1 to 1$, for each re?uirement. This gives a better indication of
relative importance of each parameter towards overall customer satisfaction and makes it
easier for suppliers to prioriti-e their action plans by comparing the performance rating
!scores" with importance rating !weighing".
28
-ITERATURE
RE0IE1
20
4.1 CON!U.ER RE!EARCH IN DI++ERENT DI!CIP-INE!
# considerable body of literature e+ists on consumption, consumer behaviour and
consumer decision making process.
)ost of the consumer research focused on adopter categories, habits, attitudes and
intentions rather that on actually measuring the satisfaction level with the service.
4.1.1 CON!U.ER !ATI!+ACTION PROCE!!
The paramount goal of marketing is to understand the customer and to influence buying
behaviour.
The process can be depicted as follows,;
(eed recognition; reali-ation of the difference between the desired and the current
situation that serves as a trigger for entire process.
Search for information.
<re purchase alternative evaluation.
'onsumption!utili-ation of the procured option"
<ost purchase alternative re;evaluation.
%ivestment!disposal of the unconsumed product and it@s remnants"
3$
4.2 1A/! +OR .AINTAININ2 RE-ATION! 1ITH THE
CUTO.ER! ADOPTED $/ PN$
The ability of the banking industry to achieve the socio;economic ob/ectives and in the
process bringing more and more customers into its fold will ultimately depend on the
satisfaction of the customers. 4e have a strong belief that a satisfied customer is the
foremost factor in developing our business.
# need was felt by us at <un/ab (ational Bank that in order to become more customers
friendly the Bank should come out with 'harter of its services for the customers.
'iti-ens6 'harter concept was considered as a base instrument to fill this need and
accordingly this document was prepared. This document was made in consultation with
the users and highlights our Bank6s commitments towards the customer satisfaction, thus
ensuring accountability and responsibility amongst its officials and staff. This 'ode for
customers not only e+plains our commitment and responsibilities along with the
redressed methods but also specifies the obligation on the part of customers for healthy
practices in 'ustomer;Banker relationships.
This is not a legal document creating rights and obligations. The 'ode has been prepared
to promote fair banking practices and to give information in respect of various activities
relating to customer service.
4e wish to acknowledge the initiative taken by the )inistry of 5inance, .overnment of
India and )inistry of #dministrative eforms and <ublic .rievances for encouraging us
to bring out this 'ode.
4e maintain constant consultations with our clientele through various Seminars,
'ustomer )eets, etc. to evaluate improve and widen the range of service to customer.
&owever, all our customers are re?uested to keep us informed of their e+periences about
the various services rendered by the Bank and feel free to comment on this 'ode. 4e
intend to bring it out in many egional >anguages in subse?uent years.
31
CO..ON PRACTICE! +O--O1ED $/ PN$ $RANCHE!
%isplay business hours.
ender courteous services.
#ttend to all customers present in the banking hall at the close of business hours.

<rovide separate 69n?uiry6 or 6)ay I help you6 counter at large branches.

*ffer nomination facility to all deposit accounts !i.e. account opened in individual
capacity" and all safe deposit locker hirers !i.e. individual hirers".
%isplay interest rates for various deposit schemes from time to time.
(otify change in interest rates on advances.
<rovide details of various deposit schemesGservices of the Bank.
Issue %emand %rafts, <ay *rders, etc.
%isplay Time;(orms for various banking transactions.
<ay interest for delayed credit of outstation che?ues, as advised by eserve Bank of
India !BI" from time to time.
#ccord immediate credit in respect of outstation and local che?ues upto a specified
limit sub/ect to certain conditions, as advised by BI from time to time.
<rovide complaintGsuggestion bo+ in the branch premises.
%isplay address of egionalGFonal and 'entral *ffices as well as (odal *fficer
dealing with customer grievancesGcomplaints.
32
CHAPTER 2
RE!EARCH
.ETHODO-O2/
33
8.1 O$?ECTI0E O+ THE !TUD/
To have an insight into the attitudes and behaviors of customers.
To find out the differences among perceived service and e+pected service.
To produce an e+ecutive service report to upgrade service characteristics.
To understand consumer@s preferences.
To access the degree of satisfaction of the consumers

8.2 !TATE.ENT O+ THE PRO$-E.
This Study will help us to understand the consumer@s satisfaction about banking
services and products. This study will help banks to understand, how a consumer selects,
organi-es and interprets the Ouality of service and product offered by banks.
The market is more aware and realistic about investment and returns from financial
products. In this background this study tries to analy-e the customer satisfaction towards
banking services in general and <(B in particular.

8.3 !COPE O+ THE !TUD/
This study is limited to the consumers with in (ew %elhi city. The study will be
able to reveal the preferences, needs, satisfaction of the customers regarding the banking
services, It also help banks to know whether the e+isting products or services the are
offering are really satisfying the customers needs.
8.4 REA!ERCH .ETHODO-O2/
esearch %esign of my study is Des"ripi*e
32
# descriptive study tries to discover answers to the ?uestions who, what, when,
where, and, sometimes, how. The researcher attempts to describe or define a sub/ect,
often by creating a profile of a group of problems, people, or events.
Such studies may involve the collection of data and the creation of a distribution of the
number of times the researcher observes a single event or characteristic !the research
variable", or they may involve relating the interaction of two or more variables.
*rgani-ations that maintain databases of their employees, customers, and suppliers
already have significant data to conduct descriptive studies using internal information.
Iet many firms that have such data files do not mine them regularly for the decision;
making insight they might provide.
This descriptive study is popular in business research because of its versatility
across disciplines. In for;profit, not;for;profit and government organi-ations, descriptive
investigations have a broad appeal to the administrator and policy analyst for planning,
monitoring, and evaluating. In this conte+t, how ?uestions address issues such as
?uantity, cost, efficiency, effectiveness, and ade?uacy.
%escriptive studies may or may not have the potential for drawing powerful inferences.
# descriptive study, however, does not e+plain why an event has occurred or why the
variables interact the way they do.
8.8 !A.P-E .ETHOD
'onvenience sampling method is used for the survey of this pro/ect. It is a non;
probability sample. This is the least reliable design but normally the cheapest and easiest
to conduct .In this method esearcher have the freedom to choose whomever they find,
thus the name convenience. 9+ample includes informal pools of friends and neighbors or
people responding to a newspaper@s invitation for readers to state their position on some
public issue.
8.9. !A.P-E !I:E
Sample si-e denotes the number of elements selected for the study. 5or the present
study, 1$$ respondents were selected at random. #ll the 1$$ respondents were the
customers of different branches of <(B at #mbala 'antt region.
3=


8.; !A.P-IN2 .ETHOD
# sample is a representative part of the population. In sampling techni?ue,
information is collected only from a representative part of the universe and the
conclusions are drawn on that basis for the entire universe.
# convenience sampling techni?ue was used to collect data from the respondents.
8.@ .ETHOD O+ DATA CO--ECTION
To know the response, the researcher used ?uestionnaire method. It has been
designed as a primary research instrument. Ouestionnaires were distributed to
respondents and they were asked to answer the ?uestions given in the ?uestionnaire.
The ?uestionnaires were used as an instrumentation techni?ue, because it is an
important method of data collection. The success of the ?uestionnaire method in
collecting the information depends largely on proper drafting. So in the present study
?uestions were arranged and interconnected logically. The structured ?uestionnaire will
reduce both interviewers and interpreters bias.
5urther, coding and analysis was done for each ?uestion@s response to reach into
findings, suggestions and finally to the conclusion about the topic.
8.A T/PE! O+ DATA
9very decision poses uni?ue needs for information, and relevant strategies can be
developed based on the information gathered through research. esearch is the systematic
ob/ective and e+haustive search for and study of facts relevant to the problem
esearch design means the framework of study that leads to the collection and
analysis of data. It is a conceptual structure with in which research is conducted. It
facilitates smooth sailing of various research operations to make the research as effective
as possible.
31
PRI.AR/ DATA
<rimary data are those collected by the investigator himself for the first time and thus
they are original in character, they are collected for a particular purpose.
# well;structured ?uestionnaire was personally administrated to the selected sample to
collect the primary data.
!ECONDAR/ DATA
Secondary data are those, which have already been collected by some other persons for
their purpose and published. Secondary data are usually in the shape of finished products.
Two types of secondary data were collected for the preparation of the pro/ect work,
Inernal Daa was generated from company@s brochures, manuals and annual reports
E6ernal DaaB on the other hand, was generated from maga-ines, research books,
intranet and internet !websites".
37
8.1C -I.ITATION! O+ THE !TUD/
#lthough the study was carried out with e+treme enthusiasm and careful planning there
are several limitations, which handicapped the research vi-,
1. Ti7e Consrains)
The time stipulated for the pro/ect to be completed is less and thus there are chances that
some information might have been left out, however due care is taken to include all the
relevant information needed.
2. !a7ple si>e)
%ue to time constraints the sample si-e was relatively small and would definitely have
been more representative if I had collected information from more respondents.
3. A""ura"=)
It is difficult to know if all the respondents gave accurate informationN some respondents
tend to give misleading information.
4. It was difficult to find respondents as they were busy in their schedule, and collection
of data was very difficult. Therefore, the study had to be carried out based on the
availability of respondents.
38
CHAPTER 3
ANA-/!I! D
INTERPRETATION
30
1. 1ha age group =ou 'elongs o<
Ta'le 3.1
Age 2roup No. of Respon#ens
1@528 34
2954C 2@
41588 2C
88 D A'o*e 1@
2raph 3.1
Inerpreaion) This means most of the respondents are within the age group of
18;2=, 28C belongs to the age group of 21;2$, 2$C belongs to 21;== and
remaining 18C belongs to ==: #bove.
2$
2. 1ha is =our o""upaion<
Table, 3.2
O""upaion No of Repon#ens
Business )an 2$
<rofessional 11
Service )an 1
#griculturist 1$
#ny other 28
.raph, 3.2
Inerpreaion) This means that service men provide minimum responses and
28C people belongs to other then <rofessionals or businessman.
21
3. 1ha is =our annual in"o7e<
Table 3.3
Annual In"o7e No of Repon#ens
Below =$,$$$ $
=$,$$$;1,$$,$$$ 1
1,$$,$$$;1,=$,$$$ 22
X,=$,$$$;2,$$,$$$ 3$
#bove 2,$$,$$$ 2$
2raph3.3
Inerpreaion) This means most of the respondents have annual income more
than 2,$$,$$$ that is 2$C people, 3$C have income ranging from 1,=$,$$$;
2,$$,$$$.
22
4. 1hi"h oher 'an%s #o =ou ha*e a""ouns<
Table 3.2
$an% No of respon#ens
I'I'I 28
&%5' 18
I%BI 2$
SBI 32
.raph,3.2

J
Inerpreaion) This means most of the respondents have SBI bank accounts as
SBI is a main competitor of <(B.
23
8. 1ha are he i7poran fa"ors when =ou open an a""oun<
Table 3.=
+a"ors No of Respon#ens
Services 3$
Brand (ame 32
Schemes 38
2raph 3.8
Inerpreaion) This means most of the respondents prefer schemes of <(B
while opening an account. 38C people prefer schemes of <(B.
22
9. Are =ou saisfie# wih "o7for of PN$<
Ta'le 3.9
!aisfa"ion -e*el No of Respon#ens
5ully Satisfied 2$
Satisfied 31
%issatisfied 8
5ull %issaisfied 2
(eutral 12
2raph 3.9
Inerpreaion) This means most of the respondents are 31C satisfied with <(B.
2=
;. Are =ou saosfie# wih he offi"ials<
Ta'le 3.;
RE!PON!E NU.$ER O+ RE!PONDENT!
Satisfied 80
(ot satisfied 11
2raph 3.;
Inerpreaion) This means that 80 C people are satisfied with <(B *fficials and
11C are not satisfied.
21
@. Do =ou %now a'ou e6ra ser*i"es pro*i#e# '= =our 'an%<
Ta'le 3.@
RE!PON!E NU.$ER O+ RE!PONDENT!
Ies 22
(o =8
2raph 3.@
Inerpreaion) This means that =8C *f the respondents are unaware of e+tra
services provided by bank.
A. Do =ou wan o op an= of he e6ra ser*i"es pro*i#e# '= =our 'an%<
Ta'le 3.A
RE!PON!E NU.$ER O+ RE!PONDENT!
Ies 11
(o 30
2raph 3.A
Inerpreaion) This means that most of the respondents want to opt e+tra
services provided by bank.
1C. 1hi"h ser*i"es =ou wan o rae he 'es<
TA$-E 3.1C) Raing of !er*i"es
!-. No. NATURE O+
ACCOUNT!
NU.$ER O+
RE!PONDENT!
PERCENTA2E O+
RE!PONDENT!
1. Saving #G's 78 78C
2. 'urrent #G's 0 0C
3. 5i+ed %eposits 2 2C
2. >oans 3 3C
=. *thers 1 1C
Total 1$$ 1$$C
2raph 3.1C
Anal=sis) #bove table shows that 78C respondents have Saving #G's, and 0C have
'urrent #G's and rest of the respondents have 13C share of other #G's in total !which
includes fi+ed deposits, loans, and other products"
Inerpreaion) This means most of the respondents are having Saving #G's which
means the bank deposits are enriching as Saving #G's share is most.
=$
11. !in"e how 7an= =earsB #o =ou ha*e a""oun in PN$<
Ta'le 3.11
No of /ears No of Respon#ens
$;2 12
2;= 28
=;1$ 2=
#bove 1$ 1=
2raph 3.11
Inerpreaion) This means most of the respondents have opened account within =;1$
years.
12. Do =ou wan o shif =our 'an% a""oun o oher 'an%<
TA$-E 3.12
CON!U.ER! 1I--IN2NE!! TO !HI+T THEIR AECs TO OTHER $AN,!
!-. No. RE!PON!E! NU.$ER O+
RE!PONDENT!
PERCENTA2E O+
RE!PONDENT!
1. Ies 8 8C
2. (o 02 02C
TOTA- 1CC 1CC F
2raph 3.12
Anal=sis) 5rom this table it can be noted that the ma/ority of consumers !02C" doesn@t
like to shift their #G's to other banks.
Inerpreaion) The reason can be increasing customer satisfaction and ?uality services
offered by the bank.
13. 1hi"h ser*i"es ha*e =ou ope#<
TA$-E 3.13) !er*i"es Ope#
!-. No. NATURE O+
ACCOUNT!
NU.$ER O+
RE!PONDENT!
1. Saving #G's 18
2. 'urrent #G's 10
3. 5i+ed %eposits =
2. >oans =
=. *thers 3
Total 1$$
2raph 3.13
Anal=sis) #bove table shows that 18C respondents have Saving #G's, and 10C have
'urrent #G's and rest of the respondents have 13C share of other #G's in total !which
includes fi+ed deposits, loans, and other products"
Inerpreaion) This means most of the respondents are having Saving #G's which
means the bank deposits are enriching as Saving #G's share is most.
=2
14. How woul# =ou rae =our 'an%<
Ta'le 3.14)Raing pro*i#e# '= "uso7ers
!-. No. RATIN2!
NU.$ER O+
RE!PONDENT!
PERCENTA2E O+
RE!PONDENT!
1. 9Q'9>>9(T $= =C
2. E9I .**% $0 0C
3. .**% 71 71C
2. #E9#.9 $1 1C
=. <** $2 2C
TOTA- 1CC 1CC F
2raph 3.14
Anal=sis) 5rom this table it could be inferred that 71C of the consumers have rated
service offered as Jgood@, 0C of them have rated them as Jvery good@, and $=C of them
have rated as e+cellent and average@ while only 2C have rated as Jpoor@
.
Inerpreaion) Service offered by the bank is improving day by day. eturns consumers
are getting are also attractive. )a/ority of the customers rates good, very good and
e+cellent because of the customer service offered by the bank. Banks are providing a
good service to the customers due to increased competition in the market. This may be
the reason for more satisfaction
=1
18. 1oul# =ou li%e o re"o77en# =our 'an% o ohers<
TA$-E 3.18
CON!U.ER! 1I--IN2NE!! TO RECO..END THEIR $AN, TO OTHER!
!-. No. RE!PON!E! NU.$ER O+
RE!PONDENT!
PERCENTA2E O+
RE!PONDENT!
1. ecommended 83 83C
2. (ot recommended 17 17C
TOTA- 1CC 1CC F
2raph 3.18
Anal=sis) 5rom this table it can be noted that the ma/ority of consumers !83C" would
like to recommend their bank services to others and only 17C of consumers would not
like to recommend it to others.
=7
Inerpreaion) Since the competition has increased in the field of benefits and service of
banking. So customers are getting good service, so that they are willing to recommend
their bank services to others.
=8
CHAPTER 4

+INDIN2!B
!U22E!TION! D
CONC-U!ION
=0
!U22E!TION! D RECO..ENDATION!
4ith regard to banking products and services, consumers respond at different rates,
depending on the consumer@s characteristics. &ence I <(B should try to bring their new
product and services to the attention of potential early adopters.
%ue to the intense competition in the financial market, <(B should adopt better
strategies to attract more customers.
eturn on investment company reputation and premium outflow are most
preferred attributes that are e+pected by the respondents. &ence greater focus
should be given to these attributes.
<(B should adopt effective promotional strategies to increase the awareness level
among the consumers.
<(B should ask for their consumer feedback to know whether the consumers are
really satisfied or dissatisfied with the service and product of the bank. If they are
dissatisfied, then the reasons for dissatisfaction should be found out and should be
corrected in future.
The <(B brand name has earned a lot of goodwill and en/oys high brand e?uity.
#s there is intense competition, <(B should work hard to maintain its position
and offer better service and products to consumers.
The bank should try to increase the Brand image through performance and service
then, only the customers will be satisfied.
)a/ority of the people find banking important in their life, so <(B should employ
the strategies to convert the want in to need which will enrich their business.
1$
CONC-U!ION
11
CONC-U!ION
The pro/ect entitled VA !TUD/ TO UNDER!TAND THE CU!TO.ER
!ATI!+ACTION AT PN$G has helped me in studying satisfaction about services and
products offered to consumers.
Since the opening up of the banking sector, private banks are in the fray each one
trying to cover more market share than the other.
Iet, <(B is far behind SBI. <(B must also be alert what with <rivate Banks
!I'I'I, &%5'" breathing down its neck.
I am sure the bank will find my findings relevant and I sincerely hope it uses my
suggestions enlisted, which I hope will take them miles ahead of competition.
In short, I would like to say that the very act of the concerned management at
<(B in giving me the /ob of critically e+amining consumer satisfaction towards financial
products and services of the company is a step in their continual mission of making all
round improvements as a means of progress.
I am sure the bank has a very bright future to look forward to and will be a
trailbla-er in its own right.
12
13