CHAPTER 1

INDUSTRY PROFILE

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 1.1INTRODUCTION TO INDIAN BANKING SYSTEM

HISTORY OF BANKING IN INDIA

Without 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 external and internal factors.
For the past three decades India's banking system has several outstanding achievements
to its credit. The most striking is its extensive 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 India's growth
process. The government's regular policy for Indian bank since 1969 has paid rich
dividends with the nationalization of 14 major private banks of India. Long time 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. Gone are days when the most
efficient bank transferred money from one branch to other in two days. Now it is simple
as instant messaging or dials a pizza. Money has become the order of the day.
The first bank in India, though conservative, was established in 1786. From 1786 till
today, the journey of Indian Banking System can be segregated into three distinct phases.
They are as mentioned below:
 Early phase from 1786 to 1969 of Indian Banks
 Nationalization of Indian Banks and up to 1991 prior to Indian banking sector
Reforms.
 New phase of Indian Banking System with the advent of Indian Financial &
Banking Sector Reforms after 1991.

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PHASE I
The General Bank of India was set up in the year 1786. Next come Bank of Hindustan
and Bengal Bank. The East India Company established Bank of Bengal (1809), Bank of
Bombay (1840) and Bank of Madras (1843) as independent units and called it Presidency
Banks. These three banks were amalgamated in 1920 and Imperial Bank of India was
established which started as private shareholders banks, mostly Europeans shareholders.
In 1865 Allahabad Bank was established and first time exclusively by Indians, Punjab
National Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and
1913, Bank of India, Central Bank of India, Bank of Baroda, Canera Bank, Indian.
Bank, and Bank of Mysore were set up. Reserve Bank of India came in 1935During the
first phase the growth was very slow and banks also experienced periodic failures
between 1913 and 1948. There were approximately 1100 banks, mostly small. To
streamline the functioning and activities of commercial banks, the Government of India
came up with The Banking Companies Act, 1949 which was later changed to Banking
Regulation Act 1949 as per amending Act of 1965 (Act No. 23 of 1965). Reserve Bank of
India was vested with extensive powers for the supervision of banking in India .During
those day’s public has lesser confidence in the banks. As an aftermath deposit
mobilization was slow. Abreast of it the savings bank facility provided by the Postal
department was comparatively safer. Moreover, funds were largely given to traders.

Phase II
Government took major steps in this Indian Banking Sector Reform after independence.
In 1955, it nationalized Imperial Bank of India with extensive 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 RBI and to handle banking transactions of the Union and State
Governments all over the country .Seven banks forming subsidiary of State Bank of
India was nationalized in 1960 on 19th July, 1969, major process of nationalization was
carried out. It was the effort of the then Prime Minister of India, Mrs. India Gandhi major
commercial banks in the country were nationalized Second phase of nationalization
Indian Banking Sector Reform was carried out in 1980 with seven more banks. This step

3
brought 80% of the banking segment in India under Government ownership.
The following are the steps taken by the Government of India to Regulate Banking:
 1949: Enactment of Banking Regulation Act.
 1955: Nationalization of State Bank of India.
 1959: Nationalization of SBI subsidiaries.
 1961: Insurance cover extended to deposits.
 1969: Nationalization of 14 major banks.
 1971: Creation of credit guarantee corporation.
 1975: Creation of regional rural banks.
 1980: Nationalization of seven banks with deposits over 200 cores.
After the nationalization of banks, the branches of the public sector bank India rose to
approximately 800% in deposits and advances took a huge jump by 11,000%.
Banking in the sunshine of Government ownership gave the public implicit faith and
immense confidence about the sustainability of these institutions.

PHASE III
This phase has introduced many more products and facilities in the banking sector in its
reforms measure. In 1991, under the chairmanship of M Narasimham, a committee was
set up by his name which worked for the liberalizations of banking practices.
The country is flooded with foreign banks and their ATM stations. Efforts are being put to
give a satisfactory service to customers. Phone 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 external macroeconomics shock as other
East Asian Countries suffered. This is all due to a flexible exchange rate regime, the
foreign reserves are high, the capital account is not yet fully convertible, and banks

4
 1.2 Banking system in India

The Indian banking can be broadly categorized into nationalized (government owned),
private banks and specialized banking institutions. The Reserve Bank of India acts a
centralized body monitoring any discrepancies and shortcoming in the system. Since the
nationalization of banks in 1969, the public sector banks or the nationalized banks have
acquired a place of prominence and has since then seen tremendous progress. The need to
become highly customer focused has forced the slow-moving public sector banks to
adopt a fast track approach. The unleashing of products and services through the net has
galvanized players at all levels of the banking and financial institutions market grid to
look anew at their existing portfolio offering. Conservative banking practices allowed
Indian banks to be insulated partially from the Asian currency crisis. Indian banks are
now quoting al higher valuation when compared to banks in other Asian countries (viz.
Hong Kong, Singapore, Philippines etc.) that have major problems linked to huge Non
Performing Assets (NPAs) and payment defaults. Co-operative banks are nimble footed
in approach and armed with efficient branch networks focus primarily on the ‘high
revenue’ niche retail segments. The Indian banking has finally worked up to the
competitive dynamics of the ‘new’ Indian market and is addressing the relevant issues to
take on the multifarious challenges of globalization. Banks that employ IT solutions are
perceived to be ‘futuristic’ and proactive players capable of meeting the multifarious
requirements of the large customer’s base. Private Banks have been fast on the uptake
and are reorienting their strategies using the internet as a medium The Internet has
emerged as the new and challenging frontier of marketing with the conventional physical
world tenets being just as applicable like in any other marketing medium. The Indian
banking has come from a long way from being a sleepy business institution to a highly
proactive and dynamic entity. This transformation has been largely brought about by the
large dose of liberalization and economic reforms that allowed banks to explore new
business opportunities rather than generating revenues from conventional streams (i.e.
borrowing and lending). The banking in India is highly fragmented with 30 banking
units contributing to almost 50% of deposits and 60% of advances. Indian nationalized
banks (banks owned by the government) continue to be the major lenders in the economy
due to their sheer size and penetrative networks which assures them high deposit

5
mobilization. The Indian banking can be broadly categorized into nationalized, private
specialized banking institutions The Reserve Bank of India act as a centralized body
monitoring any discrepancies and shortcoming in the system. It is the foremost
monitoring body in the Indian financial sector. The nationalized banks (i.e. government-
owned banks) continue to dominate the Indian banking arena. Industry estimates indicate
that out of 274 commercial banks operating in India, 223 banks are in the public sector
and 51 are in the private sector. The private sector bank grid also includes 24 foreign
banks that have started their operations here. Under the ambit of the nationalized banks
come the specialized banking institutions. These co-operatives, rural banks focus on
areas of agriculture, rural development etc., unlike commercial banks these co-operative
banks do not lend on the basis of a prime lending rate. They also have various tax sops
because of their holding pattern and lending structure and hence have lower overheads.
This enables them to give a marginally higher percentage on savings deposits. Many of
these cooperative banks diversified into specialized areas (catering to the vast retail
audience) like car finance, housing loans, truck finance etc. in order to keep pace with
their public sector and private counterparts, the co-operative banks too have invested
heavily in information technology to offer high-end computerized banking services

TYPES OF BANKS

CentralBank
The Reserve Bank of India is the central Bank that is fully owned by the Government. It
is governed by a central board (headed by a Governor) appointed by the Central
Government. It issues guidelines for the functioning of all banks operating within the
country.

CO-OPERATIVESECTOR::---
The co-operative sector is very much useful for rural people. The co-operative banking
sector is divided into the following categories.

a. State co-operative Banks

b. Central co-operative banks

c. Primary Agriculture Credit Societies

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Development Banks/Financial Institutions

 IFCI

 IDBI

 ICICI

 IIBI

 SCICI Ltd.

 NABARD

 Export-Import Bank of India

 National Housing Bank

 Small Industries Development Bank of India

 North Eastern Development Finance Corporation

1.3PRIVATE SECTOR BANKS

Private Sector Banks

1. HDFC Bank

2. ICICI Bank

3. Federal Bank

4. ING Visas Bank

5. Axis Bank (formerly UTI Bank)

6. Yes Bank

7. Bank of Rajasthan

8. Bharat Overseas Bank

9. Catholic Syrian Bank

10. Centurion Bank of Punjab

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11. City Union Bank

12. Development Credit Bank

13. Dhanalakshmi Bank

14. Ganesh Bank of Kurundwad

15. IndusInd Bank

16. Jammu & Kashmir Bank

17. Karnataka Bank Limited

18. Karur Vysya Bank

19. Kotak Mahindra Bank

20. Lakshmi Vilas Bank

21. Nainital Bank

22. Ratnakar Bank

23. SBI Commercial and International Bank

24. South Indian Bank

25. Amazing Mercantile Bank

26. Punjab National Bank

27. Rupee Bank

28. Saraswat Bank

29. Tamilnad Mercantile Bank

30. Thane Janata Sahakari Bank

31. Bassein Catholic Bank

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MAJOR PLAYERS IN PRIVATE SECTOR BANKS ICICI Bank: -----

ICICI Banking is commercial Banking arm of ICICI group. It received its banking license
from RBI on May 17 may 1994 and its branch was started in Madras in June 1994. ICICI
Bank has a network of about 560 branches and extension counters and over 1,900 ATMs.
ICICI Bank offers a wide range of banking products and financial services to corporate
and retail customers through wide variety of delivery channels and through its specialized
subsidiaries and affiliates in the areas of investment banking, life and non-life insurance,
venture capital and asset management. ICICI Bank set up its international banking group
in fiscal 2002 to cater to cross border needs of clients and leverage on its domestic
banking strengths to offer product internationally. ICICI Bank’s equity shares are listed in
India on the Stock Exchange, Mumbai and the National Stock Exchange of India Limited
and its American Depositary Receipts are listed on New York Stock Exchange. It is the
first bank to start Internet banking service in India. In 1999, ICICI become the first Indian
Company and the first bank or financial institution from non-Japan Asia to be listed on
NYSE

UTI Bank: - UTI Bank was the first of the new private banks to have begun operations
in 1994, after the government of India allowed new private banks to be established. The
Bank was promoted jointly by the Administrator of the specified undertaking of the
United Trust of India(UTI-I), Life Insurance Corporation of India(LIC) and General
Insurance Corporation Ltd. and its associates viz. National Insurance Company Ltd., The
New India Assurance Corporation, The Oriental Insurance Corporation and United
Insurance Company Ltd. The bank today is capitalized to the extent of Rs.278.12 cores
with public holding at 56.18 %. The bank’s registered office is at Ahmadabad and its
central office is at Mumbai. The bank has wide network of more than 350 branch offices
and Extension Counters. The Bank has network of over 1657 ATMs providing 24hrs a
day banking convenience to its customers. The bank was setup with capital of Rs.115
core, with UTI contributing Rs.100 core, LIC-Rs.7.5 core and its four subsidiaries
contributing Rs. 1.5 core each.

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HDFC Bank :---- HDFC Bank is headquartered in Mumbai Bank at present has an
enviable network of over 495 branches spread over 218 cities across India. All branches
are linked on an online real-time basis. Customers in over 120 locations are also serviced
through Telephone Banking. The Bank’s expansion plans take into account the need to
have a presence in all major industrial and commercial centers where its corporate
customers are located as well as the need to build a strong retail customer base for both
deposits and loan products. Being a clearing/settlement bank to various leading stock
exchanges, the Bank has branches in the centers where the NSE/BSE has a strong and
active member base. The authorized capital of HDFC Bank is Rs.450 core (Rs.4.5
billion). The paid-up capital is Rs.309.9 core (Rs.3.09 billion). The HDFC Group holds
22.2% of the bank’s equity and about 19.5% of the equity is held by the ADS Depository.
The Bank has made substantial efforts and investments in acquiring the best technology
available internationally, to build the infrastructure for a world class bank.

1.4 PUBLIC SECTOR BANKS

a. State Bank of India and its associate banks called the State Bank Group

b. 20 nationalized banks

c. Regional rural banks mainly sponsored by public sector banks

PUBLIC SECTOR BANKS (NATIONALIZED BANKS):

1. State Bank of India (SBI)
2.State Bank of Bikaner & Jaipur
3.State Bank of Hyderabad
4.State Bank of Indore
5.State Bank of Mysore
6.State Bank of Patiala
7.State Bank of Saurashtra
8. State Bank of Travancore
9. Bank of India
10. Canara Bank
11. Central Bank of India

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12. Corporation bank
13. Indian Bank
14. Indian overseas bank
15.Syndicate Bank
16.UCO Bank
17. Allahabad Bank
18.Andhra Bank
19.Bank of Baroda
20. Bank of Maharashtra
21. Dena Bank
22.Oriental Bank of Commerce
23. Punjab & Sind Bank
24. Union Bank of India

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 CHAPTER 2
COMPANY PROFILE

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2.1EVOLUTION OF SBI

The origin of the State Bank of India goes back to the first decade of the nineteenth
century with the establishment of the Bank of Calcutta in Calcutta on 2 June 1806.Three
years later the bank received its charter and was re-designed as the Bank of Bengal (2
January 1809). A unique institution, it was the first joint-stock bank of British India
sponsored by the Government of Bengal. The Bank of Bombay (15 April 1840) and the
Bank of Madras (1 July 1843) followed the Bank of Bengal. These three banks remained
at the apex of modern banking in India till their amalgamation as the Imperial Bank of
India on 27 January 1921. Primarily Anglo-Indian creations, the three presidency banks
came into existence either as a result of the compulsions of imperial finance or by the felt
needs of local European commerce and were not imposed from outside in an arbitrary
manner to modernize India's economy. Their evolution was, however, shaped by ideas
culled from similar developments in Europe and England, and was influenced by changes
occurring in the structure of both the local trading environment and those in the relations
of the Indian economy to the economy of Europe and the global economic framework.

The eight banking subsidiaries are:

1-State Bank of Bikaner and Jaipur (SBBJ)

2-State Bank of Hyderabad (SBH)
3-State Bank of India (SBI)
4-State Bank of Indore (SBIR)
5-State Bank of Mysore (SBM)
6-State Bank of Patiala (SBP)
7-State Bank of Saurashtra (SBS)
8-State Bank of Travancore (SBT)

2.2 PRODUCTS AND SERVICES PROVIDED BY SBI

 Savings Accounts
 Current Accounts

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  Fixed Deposit
LOANS
 Personal Loans
 Home Loans
 Two Wheeler Loans
 New Car Loans
 Used Car Loans
 Overdraft against Car
 Express Loans
 Gold Loan
 Educational Loan
 Loan against Securities
 Loan against Property
 Loans against Rental Receivables

CARDS
 Credit Cards
 Debit Cards

ACCESS YOUR BANK

 Net Banking
 ATM

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 2.3 SWOT ANALYSIS:
STRENGTHS:
1. Brand Name: SBI Bank has earned a reputation in the market over the period
of time (Being the oldest bank in India tracing history back to 1806)
2. Market Leader: SBI is ranked at 380 in 2008 Fortune Global 500 list, and
ranked 219 in 2008 Forbes Global 2000. With an asset base of $126 billion and its
reach, it is a regional banking behemoth.
3. Wide Distribution Network: Excellent penetration in the country with more
than 10000 core branches and more than 5100 branches of associate banks
(subsidiaries).
4. Diversified Portfolio: SBI Bank has all the products under its belt, which help
it to extend the relationship with existing customer. SBI Bank has umbrella of
products to offer their customers, if once customer has relationship with the bank.
Some Products, which SBI Bank is offering are: Retail Banking Business Banking
Merchant Establishment Services (EDC Machine) Personal loans & Car loans
Insurance Housing Loans Government Owned: Government owns 60% stake in
SBI. This gives SBI an edge over private banks in terms of customer security.
5. Low Transition Costs-SBI offers very low transition costs which attracts small
customers.

WEAKNESSES:
1. The existing hierarchical management structure of the bank, although strength
in some respects, is a barrier to change.
2.Though SBI cards are the 2nd largest player in the credit card industry, it has the
highest no performing assets (NPAs) in the industry, which stand out to be at
16.28 % (Dec 2007).
3. Modernisation: SBI lags with respect to private players in terms of
modernisation of its processes, infrastructure, centralisation, etc.

15
OPPORTUNITIES:
1. Merger of associate banks with SBI: Merger of all the associate banks (like
SBH, SBM, etc) into SBI will create a mega bank which streamlines operations
and unlocks value.
2. Planning to add 2000 branches and 3000 ATMs in 2008-2009. This will further
increase its reach.
3. Increasing trade and business relations and a large number of expatriate
populations offers a great opportunity to expand on foreign soil.

THREATS:
1. Advent of MNC banks: Large numbers of MNC banks are mushrooming in
the Indian market due to the friendly policies adopted by the government. This
can increase the level of competition and prove a potential threat for the market
share of SBI bank.
2. Consumer expectations have increased many folds in last few years and the
bank has not been responsive enough to meet them on time.
3. Private Banks have started venturing into the rural and semi-urban sector,
which used to be the bastion of the State Bank and other PSU banks
4. Employee Strike: There was an employee strike in the year 2006 which
disrupted SBI’s activities. This can be repeated in the future.

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2.4 OVERVIEW OF HDFC BANK
HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian
Bank". They realized that only a single-minded focus on product quality and service
excellence would help them to get there. HDFC Bank, one amongst the firsts of the new
generation, tech-savvy commercial banks of India, was set up in august 1995 after the
Reserve Bank of India allowed setting up of Banks in the private sector. The Bank was
promoted by the Housing Development Finance Corporation Limited, a premier housing
finance company (set up in 1977) of India. Net Profit for the year ended March 31, 2006
was up 30.8% to Rs 870.8 cores. Currently (2007), HDFC Bank has 583 branches located
in 263 cities of India, and all branches of the bank are linked on an online real-time basis.
The bank offers many innovative products & services to individuals, corporate, trusts,
governments, partnerships, financial institutions, mutual funds, insurance companies.
Bank also has over 1471 ATMs. In the next few months the number of branches and
ATMs should go up substantially. The Housing Development Finance Corporation
Limited (HDFC) was amongst the first to receive an 'in principle' approval from the
Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's
liberalization of the Indian Banking Industry in 1994. The bank was incorporated in
August 1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai,
India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January
1995.HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build
sound customer franchises across distinct businesses so as to be the preferred provider of
banking services for target retail and wholesale customer segments, and to achieve
healthy growth in profitability, consistent with the bank's risk appetite. The bank is
committed to maintain the professional integrity, corporate governance and regulatory
compliance. HDFC Bank's business philosophy is based on four core values Operational
Excellence, Customer Focus, Product Leadership and People. The Housing
Development Finance Corporation Limited (HDFC) was amongst the first to receive
an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the
private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994.
Incorporated in August 1994 as HDFC Bank Limited, as of December 31, 2006.

17
ACTIVITIES
HDFC Bank mainly provides three kinds of banking services:
a. Personal Banking
b. NRI Banking
c. Wholesale Banking
The following are the products and services provided by the HDFC bank
 HDFC Bank provides loans like Personal Loans , Home Loans , Educational
Loans , Two Wheeler Loans , New car Loans, Used Car Loans, Overdraft Against
Car, Express Loans, etc.
 HDFC Bank provides Credit, Debit and Prepaid Cards to help you meet your
financial objectives.
 HDFC Bank provides facilities like Mutual Funds, Insurance , General & Health
Insurance, Bonds , Financial Planning, Knowledge Center, Equities &
Derivatives, Mudra Gold bar.
If you need to deal in foreign currency and keep tabs on exchange rates every now and
then, transfer funds to India, make payments etc., HDFC Bank has a range of products
and services that you can choose from to transact smoothly, efficiently and in a timely
manner.
HDFC Bank has designed two programs to make banking easier for the customers and
they are
 HDFC Bank Preferred Programme
 HDFC Bank Classic Programme.
 HDFC Bank offers Private Banking services to high net worth individuals and
institutions.
 HDFC Bank offers you quick, economical and convenient options to remit and
transfer funds to India.
 Corporate Banking reflects HDFC Bank’s strengths in providing our corporate
clients in India, a wide array of commercial, transactional and electronic banking
products.
 HDFC Bank acts as an active medium between the government and the customers
by means of various services.

18
Distribution network
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network
of over 684 branches spread over 316 cities across India. All branches are linked on an
online real-time basis. Customers in over 120 locations are also serviced through
Telephone Banking. The Bank's expansion plans take into account the need to have a
presence in all major industrial and commercial centers where its corporate customers are
located as well as the need to build a strong retail customer base for both deposits and
loan products. Being a clearing/settlement bank to various leading stock exchanges, the
Bank has branches in the centers where the NSE/BSE have a strong and active member
base. The Bank also has a network of about over 1,740 networked ATMs across these
cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic and
international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express
Credit/Charge cardholders.HDFC Bank operates in a highly automated environment in
terms of information technology and communication systems. All the bank's branches
have online connectivity, which enables the bank to offer speedy funds transfer facilities
to its customers. Multi-branch access is also provided to retail customers through the
branch network and Automated Teller Machines. The Bank has made substantial efforts
and investments in acquiring the best technology available internationally, to build the
infrastructure for a world class bank. In terms of software, the Corporate Banking
business is supported by Flex cube, while the Retail Banking business by Fin ware, both
from I-flex Solutions Ltd. The systems are open, scalable and web-enabled. The Bank has
prioritized its engagement in technology and the internet as one of its key goals and has
already made significant progress in web-enabling its core businesses. In each of its
businesses, the Bank has succeeded in leveraging its market position, expertise and
technology to create a competitive advantage and build market share.

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2.5PRODUCTS AND SERVICES PROVIDED BY HDFC BANK
SAVINGS ACCOUNTS
 Regular Savings Account
 Savings Plus Account
 Savings Max Account
 No Frills Account
 Retail Trust Account
 Salary Accounts
 Payroll
 Classic
 Regular
 Premium
 Defense Salary Account
 Kid's Advantage Account
 Pension Saving Bank Account
 Family Savings Group
CURRENT ACCOUNTS
 Plus Current Account
 Trade Current Account
 Premium Current Account
 Regular Current Account
 Reimbursement Current Account
 RFC - Domestic Account

FIXED DEPOSITS
 Regular Fixed Deposit
 Super Saver Account
 Sweep-in Account

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LOANS
 Personal Loans
 Home Loans
 Two Wheeler Loans
 New Car Loans
 Used Car Loans
 Overdraft Against Car
 Express Loans
 Gold Loan
 Educational Loan
 Loan Against Securities
CARDS
 Credit Cards
 Silver Credit Card
 Gold Credit Card
 Platinum Plus Credit Card
 Debit Cards
 Easy Shop International Debit Card
 Easy Shop Gold Debit Card
 Easy Shop International Business Debit Card
ACCESS YOUR BANK
 Net Banking
 Mobile Banking
 ATM
 Phone Banking

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2.6 SWOT ANALYSIS

STRENGTHS: -

1. Right strategy for the right products.

2. Superior customer service vs. competitors.
3. Great Brand Image.
4. Products have required accreditation.
5. High degree of customer satisfaction.
6. Good place to work
7. Lower response time with efficient and effective service.
8. Dedicated workforce aiming at making a long-term career in the field.
WEAKNESS: –
1. Some gaps in range for certain sectors.
2. Customer service staff needs training.
3. Processes and systems, etc
4. Management cover insufficient.
5. Sector growth is constrained by low unemployment levels and competition for
staff
OPPORTUNITIES: –
1. Profit margins will be good.
2. Could extend to overseas broadly.
3. New specialist applications.
4. Could seek better customer deals.
5. Fast-track career development opportunities on an industry-wide basis.
6. An applied research center to create opportunities for developing techniques to
provide added-value services.
THREATS: -
1. Legislation could impact.
2. Great risk involved
3. Very high competition prevailing in the industry.
4. Vulnerable to reactive attack by major competitors.
5. Lack of infrastructure in rural areas could constrain investment.
6. High volume/low cost market is intensely competitive.

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2.7 LITERATURE REVIEW
1. Denise K. Conroy :- In his study titled (Customer satisfaction measures in the public
sector: what do they tell us?) attempts to devise customer satisfaction measures,
according to him there are a number of factors which can affect the interpretation of
results - the nature of the customer, service provision, service quality and, for the public
sector, the extent to which consumer sovereignty exists. Resources may be better directed
towards setting and maintaining high levels of standard of service. This study addresses
the difficulties and highlights the complex nature of a customer or service beneficiary
who can be, at the same time, a taxpayer, voter, recipient of financial benefits, with
expectations of the public sector and its delivery agent, yet cannot choose another
provider.
2. Harry Nowka, Southwestern Oklahoma State University, Nancy Buddy, Southwestern
Oklahoma State University Robert Reeder, Southwestern Oklahoma State University and
Daniel Hart, Southwestern Oklahoma State University in their study titled (Customer
Responses: A Comparative Study) wants to determine various variables which influence
customers of a bar and grill. This comparative analysis includes customer responses with
comparisons made to the major competitor's customer responses, student customer
responses, and responses of a panel of non customers assembled to assess potential
customer responses. This study indicates that location can be a significant deterrent to
expansion of the customer base. The personality of the owner can have a positive impact
on customer flow. Analysis of spending patterns indicates that food and pool were
underutilized. The male/female ratio was a determinate of customer flow.
3. Dawn Iacobucci, Amy Ostrom, Kent Grayson:- In their study titled (Distinguishing
Service Quality and Customer Satisfaction: The Voice of the Consumer) presents two
studies that rely on divergent methodologies to examine whether or not quality and
satisfaction have distinct antecedent causes, consequential effects, or both (i.e., whether
or not they should be considered a single construct, or distinct, separable constructs).
They focus on consumers’ understanding and use of the words quality and satisfaction; in
both studies, respondents report whether or not they think quality and satisfaction differ,
and if so, on what dimensions or under what circumstances. In the first study, they use the
qualitative “critical incident” technique to elicit service attributes that are salient to

23
respondents when prompted to consider quality and satisfaction as distinct. The code the
responses to these open-ended survey questions to examine whether quality can be teased
apart from satisfaction, from the respondents’ (consumers’) perspective. In the second
study, to triangulate on the qualitative data, they experimentally manipulated a number of
service attributes drawn from both the first study and from the literature to see whether or
not they have differential impacts on judgments of quality and satisfaction. They did not
presuppose that quality and satisfaction differ—rather, they asked respondents to make a
judgment either of quality or of satisfaction, defining the term as they saw fit.
4. Entrees D. Athanassopoulos:-In this study titled (Customer Satisfaction Cues To
Support Market Segmentation and Explain Switching Behavior) examined the
customer satisfaction cues in retail banking services in Greece. The study proposes an
instrument of customer satisfaction that contains service quality and such other attributes
as price, convenience, and innovation. The proposed framework of customer satisfaction
was verified empirically yielding four distinct facets for business customers and five for
individual customers. The performance implications of the customer satisfaction
instrument are also explored. What is shown is that customer segments, in fact, yield
statistically different satisfaction scores, which verifies the managerial value of customer
segmentation practices. Finally, the facets of customer satisfaction as explanatory cues
for the switching behavior of individual and business customers were tested successfully.

5. Rengasamy Elango and Vijaya Kumar Guide:- In their study titled(A Comparative
Study on the Service Quality and Customer Satisfaction among Private, Public and
Foreign Banks) focuses on the service quality and customer satisfaction among the
private, public and foreign banks in India. An analysis is carried out to examine the level
of awareness among customers and to identify the best sector which provides qualitative
customer service. This becomes relevant in the context of recommendations of various
committees constituted by the Government of India and the RBI, from time to time, to
suggest measures to improve customer service systems of the public sector commercial
banks of India. A well-structured questionnaire is used to collect the views of respondents
across the three banking sectors. The survey instrument includes various dimensions,
pertaining to the quality of customer services in terms of banking personnel, convenient

24
working hours, Web-based services, error free value-added services and efficient
grievance redressed mechanism etc. Apart from the basic statistical tools such as
measures of central tendency, authors also use `factor analysis' and the `One-way
ANOVAs' classification. The idea behind this is to extract the relevant factors and
analyze whether there is any significant difference with respect to service quality within
the three banking sectors. The results indicate that the level of awareness among the
customers improved significantly during the study period. It is interesting to note that the
results are consistent with the previous studies conducted on customer service aspects,
and it has been observed that the foreign and the new generation private sector banks are
serving the customers better. This has larger implications on the public sector commercial
banks in India with respect to customer service delivery aspects. It is high time the public
sector commercial banks made efforts to revamp their approach towards customers, so as
to perform better and derive competitive advantage in the long run.

25
 CHAPTER3
RESEARCH METHODOLOGY

26
 3.1 RESEARCH METHODOLOGY
It describes the data collection method, the sampling plan, the tools of investigation,
planning and testing of questionnaire and the limitations of the study. The study requires
the data to be collected from two different sources i.e. the primary source and the
secondary source. The primary data is collected with the help of structured questioners
which is being modified & reliable and the secondary data through the various journals,
newspapers and websites

3.2OBJECTIVES OF THE STUDY

1. To study the preference of customers regarding SBI bank and HDFC bank.
2. To analyze which facility influences the customer most while selecting a Bank.
3. To compare the various services provided by these banks.
4. To make aware about the various services provided by the banks.
5. To know the which type of facilities preferred by customers

DATA SOURCE:

(a) Primary Data:- Primary data was collected by means of questionnaires

(b) Secondary data: - Secondary data collected by referring to various books,

newspapers, magazines, journals and internet (details in bibliography)

RESEARCH DESIGN:--
Present study enquired and brought forward the results concerning the set objectives
specified before which relates to description of the state of affairs as a result it clearly
states that it was a DESCRIPTIVE STUDY, which included fact finding enquiries of
different kinds.

SAMPLING DESIGN

27
Universe: - The universe was infinite in this study, since the population of Chandigarh
City is uncertain.
Sampling Unit: - The sampling unit is an individual (non-staff member) who is
having account in SBI and HDFC Banks.
Sample Size: - The sample size for the study was 70 individuals, non-staff members of
SBI and HDFC Banks, Chandigarh Out of which 35 belongs to SBI and 35 belongs to
HDFC bank.
Sampling Procedure: - Due to the time and resource constraints the convenience
sampling technique was used. The individuals were selected according to convenience to
fill the questionnaires.

Research Instrument used::--- Questionnaires.

3.3 LIMITATIONS

1. Sometimes respondents did not respond well to all the questions in the
questionnaire.
2. Low cooperation from the bank executives make to struggle more, due to which
we were forced to restrict our sample size to 70.
3. Some biasness might have occurred in analysis. Because of lack of expert
knowledge.
4. Best efforts were made to incorporate all-important variables in study, yet chances
of some of variables not appearing in study are not ruled out.
5. Frequent developments in this sector can be a major reason of limitation in the
study
6. Biasness in views of respondents can’t be ruled out
7. Resistance to change sometimes affects view of respondents.

28
 CHAPTER 4
DATA ANALYSIS & INTERPRETATION

29
 4.1 DATA ANALYSIS OF SBI
Sample Size 35
WITH SBI1. AGE GROUP AND DISTRIBUTION OF MALE AND FEMALE
CUSTOMERSDEALING

(a) AGE GROUP

AGE NO. OF PERSONS

LESS THAN 25 5
25-35 8
35-45 6
45-55 12
55 & ABOVE 4
NO. OFPERSONS

INTERPRETATION:-
According to survey, 5 persons is less than 25 years,8 persons is 25-35 years, 6 persons
35-45,12 persons 45-55 and the only 4 person 55 & above dealing with SBI bank. In a
45-55 age group more persons dealing with SBI bank.

30
 (b) GENDER

NO. OF
GENDER PERSONS
MALE 28
FEMALE 7

INTERPRETATION:-

According to survey, 28 male and only 7 female customers dealing with SBI bank.
Female customer very less compare to male customers.

31
2. OCCUPATION OF THE CUSTOMERS OF SBI

OCCUPATION NO. OF PERSONS

SERVICEMEN 15
BUSINESMEN 6
PROFESSIONALS 3
STUDENTS 8
HOUSEWIIVES 3

INTERPRETATION:-

According this to survey the occupation of SBI customer in out of 35, 15 customer in
serviceman, 6 customers are businessmen,3 customers are professional,8 customers are
student and only 3 customers are housewives.

32
3. DISTRIBUTION OF THE INCOME OF CUSTOMERS OF SBI
PER YEAR

INCOME NO. OF PERSONS

NIL 8
LESS THAN 50000 5
50000-150000 7
150000-300000 5
300000-500000 6
500000-ABOVE 4

INTERPRETATION:-
According this survey, the income of SBI customers are 8 customers income less than
50000,7 customers income are 50000-150000,10 customers income are 150000-300000,6
customers income are 300000-500000 and only 4 persons income are above 500000 and
above.

4. MOST IMPORTANT REASON FOR CHOOSING SBI

33
 NO. OF
FACTORS PERSONS
I have a traditional bank account with the same bank 12
The brand name of the bank 4
The excellent service offered by this bank 5
ATM service 7
Net banking facility 3
Location advantage 4

INTERPRETATION:-
According this to survey when asked the respondent most important reason for choosing
SBI bank they said 12 persons said traditional bank account with same bank, 4 persons
said brand name.5 excellent service offered by bank,7 persons said ATM location, 3
persons said net banking facilities and 4 persons location advantage.

5. ACCOUNT FACILITY AVAILING IN THE SBI

FACILITY NO. OF PERSONS

34
 Savings account 18
Current account 5
Fixed deposit 12
NRI account 0

INTERPRETATION:-

According to survey, when I asked the respondent which facility availing in the bank they
said 18 persons said saving account,5 persons said current account,12 persons said fixed
account.

6.NO. OF YEARS, CUSTOMERS DEALING SBI

NO. OF
YEARS PERSONS
Less than 1 year 7

35
 1 to 2 years 12
3 to 5 years 7
More than 5 years 9

INTERPRETATION:-

According the survey, when asked the respondent, how many years dealing with SBI
bank 7 persons said less than 1 year,12 person said 1to 2 years, 7 persons said 3 to 5
years and 9 person said more than 5 years.

7. REASON FOR TYPICALLY VISITING THE BANK BRANCH

NO. OF
REASONS PERSONS
To make a deposit 14

36
 To get advice for investment
options 2
To inquire about a balance 7
To withdraw cash 12

INTERPRETATION:-

According to survey, when asked the respondent, reason for visiting the branch, they said
persons 14 persons said to make a deposit, 2 persons said to get advice for investment, 7
persons said to inquire about a balance and 12 persons said to withdraw cash.

8.WHICH FACILITY SATISFIES YOU MOST

FACILITY NO. OF PERSONS

ATM 13
Loan 7
Early cheque clearance 2
Preparation of drafts 3
Interest package 3
Net banking 3

37
 Phone banking 4

INTERPRETATION:-

According the survey, when I asked the customer which facilities satisfied you , 13
persons said ATM,7 person said loan,3 persons said early cheque clearance ,3 persons
said preparation of drafts, 3 person said interest package, 3 person said net banking and
4 persons said phone banking.

9.IF YOU ARE PROVIDED WITH BETTER SERVICES BY

OPTIONAL BANK. WOULD YOU LIKE TO MOVE TO OTHER
BANK

YES 6
NO 29

38
INTERPRETATION:-

According to survey when I asked the SBI bank customer, if you are provided with better
services by optional bank. Would you like to move to other bank in out of 35 , 6 said yes
and 29 said no.

10.OVERALL SATISFACTION OF THE CUSTOMERS WITH THE

PERFORMANCE OF SBI

NO. OF
SATISFCTION PERSONS
EXCELLENT 8
GOOD 6
SATISFACTORY 18
AVERAGE 3
BELOW AVERAGE 0

39
 SATISFACTION LEVEL

INTERPRETATION:-
According to survey, when I asked Of Overall Satisfaction Of The Customers With The
Performance SBI 8 persons said excellent, 6 persons said good, 18 person said
satisfactory 3 persons said average and no one said below average.

4.2DATA ANALYSIS HDFC BANK

SAMPLE SIZE 35
1. AGE GROUP AND DISTRIBUTION OF MALE AND FEMALE
CUSTOMERS DEALING WITH HDFC
a) Age Group
NO. OF
AGE PERSONS
LESS THAN 25 4
25-35 12
35-45 7
45-55 9
55 & ABOVE 3

40
INTERPRETATION:-
According to survey, 4 persons is less than 25 years,12 persons is 25-35 years, 7 persons
35-45,19 persons 45-55 and the only 3 person 55 & above dealing with HDFC bank. In a
45-55 age group more persons dealing with SBI.

B) GENDER

NO. OF
GENDER PERSONS

MALE 27

FEMALE 8

41
INTERPRETATION:-
According to survey, 8 male and only 27 female customers dealing with SBI bank.
Female customer very less compare to male customers.

2. OCCUPATION OF THE CUSTOMERS OF HDFC

NO. OF
OCCUPATION PERSONS
SERVICE 12
BUSINESMAN 13
PROFESSIONAL 5
STUDENT 3
42
 HOUSEWIFE 2

INTERPRETATION:-

According this to survey the occupation of HDFC customer in out of 35, 12 customers in
service, 13 customers are businessman,5 customers are professional,3 customers are
student and only 2 customers are housewife.
3. DISTRIBUTION OF THE INCOME OF THE CUSTOMERS OF
HDFC PER YEAR

INCOME NO. OF PERSONS

NIL 0
LESS THAN 50000 4
50000-150000 9
150000-300000 8
300000-500000 9
500000-ABOVE 5

43
INTERPRETATION:-

According this survey, the income of HDFC customers are 4 customers income less than
50000,9 customers income are 50000-150000,8 customers income are 150000-300000,9
customers income are 300000-500000 and only 5 persons income are above 500000 and
above.

4. MOST IMPORTANT REASON FOR CHOOSING HDFC

FACTORS NO. OF PERSONS

I have a traditional bank account with the same
bank 3
The brand name of the bank 6
The excellent service offered by this bank 12
ATM service 5
Net banking facility 2
Location advantage 7

44
INTERPRETATION:-

According this to survey when asked the respondent most important reason for choosing
HDFC bank they said 3 persons said traditional bank account with same bank, 6 persons
said brand name.12 persons excellent service offered by bank , 5 persons said ATM
service, 2 persons said net banking facilities and 7 persons location advantage.

5. ACCOUNT FACILITY AVAILING IN THE HDFC

FACILITY NO. OF PERSONS

Savings account 21
Current account 7
Fixed deposit 6
NRI account 1

45
INTERPRETATION:-

According to survey, when I asked the respondent which facility availing in the bank they
said 21 persons said saving account,7 persons said current account,6 person said fixed
account, only 1 person have NRI account.

6. NO. OF YEARS, CUSTOMERS DEALING WITH HDFC

NO. OF
YEARS PERSONS
Less than 1 year 7
1 to 2 years 9
3 to 5 years 13
More than 5 years 6

46
INTERPRETATION:-

According the survey, when asked the respondent, how many years dealing with HDFC
bank 7 persons said less than 1 year,9 person said 1to 2 years, 13 persons said 3 to 5
years and 6 persons said more than 5 years.

7. REASON FOR TYPICALLY VISITING THE BANK BRANCH

NO. OF
REASONS PERSONS
To make a deposit 17
To get advice for investment
options 3
To inquire about a balance 5
To withdraw cash 10

47
INTERPRETATION:-

According to survey, when asked the respondent, reason for visiting the branch, they said
persons 17 persons said to make a deposit, 3 persons said to get advice for investment, 5
persons said to inquire about a balance and 10 persons said to withdraw cash.

8.WHICH FACILITY SATISFIES YOU MOST

NO. OF
FACILITY PERSONS
ATM 10
Loan 4
Early cheque clearance 8
Preparation of drafts 2
Interest package 3
Net banking 5
Phone banking 3

48
INTERPRETATION:-

According the survey, when I asked the customer which facilities satisfied you , 10
persons said ATM,4 person said loan,8persons said early cheque clearance ,2persons said
preparation of drafts, 3 person said interest package, 5 person said net banking and 3
persons said phone banking
9.IF YOU ARE PROVIDED WITH BETTER SERVICES BY
OPTIONAL BANK. WOULD YOU LIKE TO MOVE TO OTHER
BANK

YES 9
NO 26

49
INTERPRETATION:-

According to survey when I asked the HDFC bank customer, if you are provided with
better services by optional bank. Would you like to move to other bank in out of 35 , 9
said yes and 26 said no.

10.OVERALL SATISFACTION OF THE CUSTOMERS WITH THE

PERFORMANCE OF HDFC BANK
SATISFCTION NO. OF PERSONS
EXCELLENT 7
GOOD 12
SATISFACTORY 8
AVERAGE 5
BELOW AVERAGE 3

50
 SATISFACTION LEVEL

INTERPRETATION:-

According to survey, when I asked Of Overall Satisfaction Of The Customers With The
Performance HDFC 7 persons said excellent, 12 persons said good, 8person said
satisfactory 5 persons said average and 3 persons said below av

4.3DATA ANALYSIS
COMPARATIVE STUDY OF SBI AND HDFC BANKS
Sample Size 70
1. COMPARATIVE STUDY OF AGE GROUP WITH GENDER OF
CUSTOMERS LINKING WITH SBI AND HDFC BANK
a) AGE GROUP
AGE SBI HDFC
LESS THAN 5 4

51
 25
25-35 8 12
35-45 6 7
45-55 12 9
55 & ABOVE 4 3

INTERPRETATION:-

According to survey, when compare to age group of SBI and HDFC bank. In SBI bank
the more persons 12 belong to 45-55 and in HDFC bank more 12 person belong to 25-35
years
b) GENDER

GENDER SBI HDFC

MALE 28 27
FEMALE 7 8

52
INTERPRETATION:-

According to survey, when we compare to gender of SBI and HDFC bank, in SBI bank
more 28 customers belong to male and 7 female customers but in HDFC 27 customers
belong to male and 8 customer belong to female.

2. COMPARATIVE STUDY OF THE CUSTOMERS OF SBI AND

HDFC BANK REGARDING THEIR OCCUPATION

OCCUPATION SBI HDFC

SERVICE 15 12

53
 BUSINESMAN 6 13
PROFESSIONAL 3 5
STUDENT 8 3
HOUSEWIFE 3 2

INTERPRETATION:-

According to survey when compare to occupation of SBI and HDFC banks. In SBI
Bank most of customer occupation is service but in HDFC bank most of customer’s
occupation is businessman.
3. COMPARATIVE STUDY OF THE CUSTOMERS OF SBI
AND HDFC BANK REGARDING THEIR INCOME PER YEAR

INCOME SBI HDFC

NIL 0 2
LESS THAN 50000 8 4
50000-150000 7 9
150000-300000 10 8
300000-500000 6 9
500000-ABOVE 4 3

54
INTERPRETATION:-

According to survey, compare to Income of SBI and HDFC banks. In SBI bank 10
customer income lie 150000-300000 and In HDFC bank 9 customer income between
50000-150000 and 300000-500000.

4. MOST IMPORTAT REASON CHOOSING BANK

FACTORS SBI HDFC

I have a traditional bank account with the same bank 12 3
The brand name of the bank 4 6
The excellent service offered by this bank 5 12
ATM service 7 5
Net banking facility 3 2
Location advantage 4 7

55
INTERPRETATION:-

According to survey, when I compare to most reason to chosen a particular bank. In SBI
most of customer said the reason of chosen to traditional bank account and in HDFC
most of the customer said reason to chosen bank for excellent service offered by this
bank.

5. COMPARATIVE STUDY OF THE CUSTOMERS OF SBI AND

HDFC BANK REGARDING THE ACCOUNT FACILITIES
PROVIDED TO THEM

FACILITY SBI HDFC

Savings account 18 21
Current account 5 7
Fixed deposit 12 6
NRI account 0 1

56
INTERPRETATION:-

According to survey , Comparative Study Of The Customers Of SBI And HDFC Bank
Regarding type of account, most of SBI customers have saving account and HDFC
customers have also saving account.
6. COMPARATIVE STUDY OF THE TIME PERIOD OF
CUSTOMERS DEALING WITH SBI AND HDFC BANK

YEARS SBI HDFC

Less than 1 year 7 7
1 to 2 years 12 9
3 to 5 years 7 13
More than 5 years 9 6

57
INTERPRETATION:-

According to survey, when I compare to time period of customers dealing with SBI and
HDFC bank. IN SBI bank Most of customers dealing with bank 1 to 2 years and IN
HDFC bank 3 to 5 years.

7. COMPARITIVE STUDY OF REASON THAT MAKE CUSTOMER

TO TYPICALLY VISIT BANK BRANCH

REASONS SBI HDFC

To make a deposit 14 17
To get advice for investment options 2 3
To inquire about a balance 7 5
To withdraw cash 12 10

58
INTERPRETATION:-

According to survey, when I compare reason that make customer to typically visit bank
branch. In SBI bank most of the customer visit the branch to make a deposit and in
HDFC bank customer also visit to make a deposit .

8. COMPARITIVE STUDY OF MOST SATISFYING

FACILITY OFFERED BY THEM
FACILITY SBI HDFC
ATM 13 10
Loan 7 4
Early cheque clearance 2 8
Preparation of drafts 3 2
Interest package 3 3
Net banking 3 5
Phone banking 4 3

59
INTERPRETATION:-

According to survey, I compare to most satisfying facility Offered by them. In SBI bank
most of the customer satisfied the ATM facilities and Ii HDFC customer also satisfied the
ATM facilities.

9. CUSTOMERS WANT TO SHIFT TO ANOTHER BANK IF THEY

ARE PROVIDED WITH BETTER SERVICE

CHANGE SBI HDFC

YES 6 9
NO 29 26

60
INTERPRETATION:-

According to survey, when I compare customers want to shift to another bank if they are
provided with better service. In SBI bank 6 said yes and 29 said no but in HDFC bank 9
said yes 26 said no.

10. COMPARISON REGARDING THE OVERALL SATISFACTION

OF THE CUSTOMERS

SATISFCTION SBI HDFC

EXCELLENT 8 7
GOOD 6 12
SATISFACTORY 18 8
AVERAGE 3 5
BELOW AVERAGE 0 3

61
INTERPRETATION:-
According to survey, when I compare to regarding the overall satisfaction of the
customers. In SBI most of customer said customers satisfactory and in HDFC bank most
of the customers said good.

62
 CHAPTER5
CONCLUSION, SUGGESTIONS &
RECOMMENDATIONS

CONCLUSION5.1
After conducting market research for comparative study of customer’s satisfaction
towards HDFC bank and state bank of India we came to know different needs of
consumers, their valuable suggestions, and responses to the different questions. With this
information we can conclude that Customer satisfaction level of most respondents is
higher for SBI and HDFC banks which is provided by survey. Higher satisfaction level
of SBI and HDFC banks.SBI and HDFC provides good service facilities benefit for the
customers like ATM service Net banking facility Location advantage etc.

5.2 SUGGESTIONS AND RECOMMENDATIONS

63
1. Both the customers from SBI and HDFC bank have suggested that the bank
should open one of its branches in industrial area like focal point.
2. One of the most common suggestions was to lower down the minimum balance
required in the saving s account.
3. Staff should be more co-operative to the customers.
4. Customers were not fully aware of the services and the various charges which
they have to pay. Therefore Banks should try to give some more information to its
existing customers

BIBLIOGRAPHY
WEBSITE USED
http:// www.statebankofindia.com
http://www.banknetindia.com/banking/index_1.htm
http://www.asiatradehub.com/india/banking/finance.html
http://www.finance.indiamart.com/investment_in_india/standard_chartered_bank.

BOOKS FOLLOWED

Research methodology by C.R. Kothari

64
 ANNEXURE
QUESTIONNAIRE
Name____________________
1.a )Gender
 Male  Female
b) Age group
 Less than 25  25-35
 35-45  45-55
 55-above
2. Occupation
 Service  Business

65
  Professional  Student
 Housewife
3.Income
 Nil  Less than 50,000
 50,000 to 1, 50,000  1, 50,000 to 3, 00,000
 3, 00,000 to 5, 00,000  5, 00,000 and above
4. What was the single most important reason that you chose this particular Bank?
 I have a traditional bank account with the same bank
A brand name of the bank
 ATM service
 Net banking facility
 Location advantage
5. Which account facility you are availing in the Bank?
 Savings account  Current account
 Fixed deposit  NRI account
6. Since how many years you are dealing with this Bank
 Less than 1 year  1 to 2 years
 3 to 5 year  More than 5 years

7. What is the main reason that you typically visit your bank branch?
 To make a deposit
 To get advice for investment options
 To inquire about a balance
 To withdraw cash
 any other please
8. Which facility satisfies you most?
 ATM  Interest package
 Loan  Net banking
 Early cheque clearance  Phone banking
 Preparation of drafts

66
9.If you are provided with better services by optional bank. Would you like to
move to other bank?

 Yes  No

10. How would you rank the overall service?

 Excellent  Good
 Satisfactory  Average  below Average

 Suggestions

If any______________________________________________
Signature

Thank you very much for your time, cooperation & patient

67