A SUMMER TRAININING REPORT

ON
A STUDY OF CUSTOMER LEVEL SATISFACTION REGARDING NON
AGRICULTURE LOANS PROVIDED BY PUNJAB STATE
COOPERATIVE BANK.

A report submitted to DOLPHIN (P.G.) COLLEGE OF LIFE

SCIENCES OFF CAMPUS PUNJABI UNIVERSITY PATIALA
In Partial fulfillment of
Masters in Business Administration (MBA)

SUBMITTED TO: SUBMITTED BY:

Preetjot Kaur Dolphin P.G.College of Roll no.
–
Lifesciences chunni kalan Batch – 2009-11
 DECLARATION

Date: Name:

This is to certify that the project work done on “A STUDY OF CUSTOMER LEVEL
SATISFACTION REGARDING THE NON AGRICULTURE LOANS PROVIDED BY
PUNJAB STATE COOPERATIVE BANKS” Submitted to Dolphin (p.g. ) college of life
sciences chunni-kalan (off campus Punjabi university Patiala) by me in partial fulfillment of the
requirement for the award of degree of Masters in Business Administration (MBA) is a
bonafide work carried out by me. The original work was carried during in PUNNAB STATE
COOPERATIVE BANK..

`
MRS. Jayant Prabha
(FACULTY OF MBA)
 ACKNOWLEDGEMENT

Success is an endeavor for cooperative and guidance from all, especially dear ones, senior
colleagues and environment. This was amply brought out to me while undergoing the project.
This report bears the imprint of many persons who have formally contributed towards the
accomplishment of project.
Summer training was privilege and highly rewarding experience to be associated with “THE
PUNJAB STATE COOPERATIVE BANK”. I can’t forget the days I spend in the bank.
It is my proud privilege to express my profound sense of gratitude and indebtness to my
project guide Mr.Sumit Jain(Branch manager) of the bank for their enlightened guidance, keen
interest, ever willing help. Cooperative behavior, constructive criticism and consistent
encouragement during the tenure of my training for providing me with necessary information
and data of their respective organization.

At last but not least, I would like to thank, Dr. Dr. P.S. Bhatti (Principal of DOLPHIN
P.G.College of life sciences,chunnikalan). I also thankful to my project guide Mrs. Jayant
Prabha along with other members of teaching department for their valuable help and
cooperation.

PREETJOT KAUR
 TABLE OF CONTENTS

CHAPTER1: EXECUTIVE SUMMARY 1-3

CHAPTER2: INTRODUCTION TO BANKING INDUSTRY

Meaning of Bank 5
Functions of bank 6
Review of literature 7
About cooperative bank 9
Problem faced by cooperative Bank 11

CHAPETER 3:- COMPANY INTRODUCTION

Introduction to Cooperative Bank 14

Organizational structure/ management 15
Activities of the bank 16
Sources of the Bank 17

CHAPTER4:-RESEARCH METHODOLOGY

Meaning 28
Objectives 28
Research Instruments 28
Data Source 28
Data Collection Method 29
Sampling 29
Sampling Procedure 29
Tools and Techniques 29
Limitation of study 29
CHAPETER5:- NON FARMING SECTOR OF BANKING

Introduction to non agriculture loan field of PSCB 31

Topic undertaking for this study 32
House Loan 33
Personal Loan 41
Consumer Loan 44
Education Loan 47
Vehicle loan 50

6.RESULTS & DISCUSSIONS 55

7. FINDINGS & SUGGESTIONS 71

8. BIBLIOGRAPHY 72
10. ANNEXURE (QUESTIONNAIRE) 74-78