A

SUMMER TRAINING PROJECT

REPORT
ON

CONSUMERS PERCEPTIONS ON KCC BANK LTD.

UNDERTAKEN IN

SUBMITTED IN

PARTIAL FULLFILLMENT OF REQUIREMENT

OF DEGREE IN MASTER

OF BUSINESS ADMINSTRATION

SESSION 2009-11

SUBMITTED TO : SUBMITTED BY:

Miss Isha khera ABHINAV GUPTA

Lecturer (CT IMS) ROLL NO-90212233149

SECTION-3RD B

CT INTITUTION OF MANAGEMENT STUDIES

 DECLARATION

I hereby declare that I have carried out Summer Training Project on the topic entitled
Consumers Perception on KCC Bank in Branch Office KANGRA

I further declare that this project work is based on my original work and no part of this project
has been published or submitted to anybody.

(ABHINAN GUPTA)
 GUIDE CERTIFICATE

This is to certify that ABHINAV GUPTA of M.B.A. 3rd semester bearing university roll number
-90212233173 has completed his summer training project under my guidance.

Project Guide

(Isha Khera)
 ACKNOWLEDGEMENT

I, ABHINAV GUPTA, MBA Student in CT INSTITUTION OF MANAGEMENT

STUDIES, Jalandhar is highly greatful to all those who guided me in completing this project.

First of all, I would like to pay my heartiest thanks to entire family of KCC BANK especially
Mr. Kishan Chand, Branch manager, who provided me such a wonderful opportunity to do
Summer Training and provided their valuable suggestions in understanding the work of Research
Project.

Last but not the least, I would like to thanks all faculties of PTU, Jalandhar, who gave me the
useful tips and suggestions regarding project.

Words can never express the deep sense of gratitude, I feel for KCC BANK employees, who has
been a constant source of inspiration and encouragement for me.

ABHINAV GUPTA
 PREFACE

The present era is undoubtedly a management era. Management is an important function in any
organization. A management is one of the most important fields which are widely used in every
stage of life. The effective management can be achieved only by effective management training
and developing skill to understand the organizational level this project work is a part of the
course of MBA and was done at KCC Consumer Perceptions.

This project is prepared on the basis of awareness of KCC Consumer Perceptions in market and
understanding the requirement of proper guidance to customers.

KCC offers loans for homes-for buying or constructing your home, refinance a Consumer
Perception availed from other institutions or even to extend or improve your existing home. This
project helps me to better understanding of market and financial products and their benefits.

Now I am feeling the great pleasure in delivering this project because of a better skill of handling
the situation and customer understanding.
 INDEX

Sr. Chapter Topic Page

No No. No.
I Acknowledgement 4
II Preface 5
III Executive summary 7-8
1. Company profile 9-26
2. Review of literature 28-32
3. Need, scope and research methodology 33-36
4. Objective of the study 37-38
5. Data analysis and interpretation 39-49
6. CONCLUSION AND RECOMMENDATION 50-52
Annexure-I (Questionnaire ) 53-56
Annexure-II (Bibliography) 57-58
 EXECUTIVE SUMMARY

I have done my Summer Internship Project from KCC BANK KANGRA. During my
Summer Internship Project; I implemented many concepts of marketing in the real life situation.

This project work helped me to apply theoretical knowledge into practical aspects on collected
data which was a worthy experience and during the discussion with company guide I realized
that how important the project report is for the company and me. I also realized how teamwork,
goal orientation and managing interpersonal relationships are integral part of professional life;
therefore this will definitely help me to develop qualities required for executive. In addition, I
understood products of my company and its targeted customers. Also I got information what are
the basic categories of bank products.

The customers which were not aware about the scheme says that KCC bank should improve
their promotional area through different media like T.V. radio. Print media, PR and through IMC
(Integrated Marketing Approach) and most of them votes for IMC. More than 80% of the
customers were satisfied with location and condition of the Bank and more than 50% were
satisfied with the process of disbursement, but maximum of the customers were dissatisfied with
the behavior of the employees, they give suggestions to that the KCC Bank employees should
change and improve their behavior towards their customers, from my findings I found that this
behavior of employees is due to daily routine work load from which they got stressed. I
recommend the bank to change the location of the employees from one branch to another and
give them more and more incentives and also to employ more employees from which work load
gets less and the employees will not feel any pressure and they will not feel any stress. Most of
the customers choose KCC Bank because of simple procedures and more number of branches
and the interest rates regarding their business was suitable according to them. Most of the
customers rank good about KCC bank.

The main purpose of this project work is to analyze the customer relationship management
services provided by the KCC bank and to check the level of satisfaction, towards this service,
among the customers. Consumer perception has become challenging issue for every financial
institution as every organization is trying to provide services superior to the competitors.

We did our research at the KCC bank, branch Kangra and the information we received there,
along with the secondary research, helped us in strengthening our knowledge base regarding the
topic.

A questionnaire was chosen as a data gathering tool because given the time and cost restraints,
this proved to be the most effective method. Each of us verbally administered the questionnaire
to the customers and recorded the responses.

In general customers give the following suggestions like customized products, more number of counters,
improvement in employee behavior, provision of new schemes, use of IT and to improve the promotional
area. Most of the customers were satisfied with the overall services of the bank and todays scenario they
recommend to choose KCC bank.